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than 6 million connections per month. FDI inflow in Indian Telecom sector is the highest among all sectors. India is emerging as telecom manufacturing hub. Year 2007 was declared as "Year of Broadband" in India. The telecommunication industry operates in a licensed and regulated environment. The government of India, through Department of telecommunication (DOT) and Telecom commission, both functioning under the ministry of communication and information technology decides on the policies that governs/regulates the sector and issues the licenses and registration. India’s telecom policy is guided by overall development goals and the interests of the consumer. In order to protect and promote consumer interest and ensure fair competition, an independent regulatory authority known as Telecom regulatory authority of India (TRAI) was established in 1997. The sector is more liberalized then many developing markets and in most respects, the regulatory framework has caught up with the need to manage a highly competitive market environment. Competition has been introduced into all segments and licenses are available to new entrants. Tariff control have been removed or structured as ceiling tariffs in areas where there is limited competition. There is a current initiative to simplify the charging brands for long distance calls and to remove some of the artificial constrains in the segregation of long distance and access licenses. Consolidation among operators has been facilitated. TRAI has actively intervened in many areas to ensure a level playing field between operators. Indian Telecom sector, like any other industrial sector in the country, has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the
great 3G Technology in mobile phones. Day by day, both the public players and the private players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. Reforms in Indian telecommunication sector can be divided into broadly three phases. Telecommunication Reforms in India: First phase: The telecommunication reforms in India started in the eighties with the mission better communication. This is regarded as the first phase of the reformation process. Several private manufacturers of tailor made equipments entered the market. There were private developer for indigenous technologies and the franchisee for STD/ISD and PCO increased. The Videsh Sanchar Nigam Limited (VSNL) and Mahanagar Telephone Nigam Limited (MTNL) were set up under the Government of India's Department of Telecommunication. Second Phase: The second phase of telecommunication reforms in India came in the early nineties. The introduction of the New Economic Policy (NEP) in the year 1991 was a landmark in the history of telecom industry sector in India. The manufacturing of equipments pertaining to telecom sector was decentralized and several value added services were introduced into the market. The telecom services were divided into basic telephony, radio paging and cellular mobile .The TRAI was established an independent regulatory body pertaining to telecom sector. The growth of the private sector increased.
The third phase of the telecommunication reforms in India took place in the period of the late nineties. The government of India introduced the New Telecom Policy 1999. The TRAI was endowed with more power. The concept of revenue sharing was introduced to replace the fixed license fee. The National Long Distance was introduced with free entrance. Moreover, there was introduction of International Long Distance schemes. The Bharat Sanchar Nigam Limited (BSNL), a corporate body of the telecom service sector was formed, followed by the introduction of the Internet to the Indian market.
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.84 million) 4 . Internet Service Provider (ISP) and Very Small Aperture Terminal (VSAT) services. the rates were slashed in order to grab the share of the market and the customers were provided with better services. (As on March 2004 subscriber base of cellular operators is 33 million and basic operator is 42. The sector was privatized and with the abolition of the monopoly new player entered the consumer market. cellular services are the fastest growing. Telecommunication Services: Telecommunication services include Basic service.Impact of telecommunication reforms in India: Telecommunication Reforms in India revolutionized the telecom industries sector in India.880 million) and ILD market (-13% Rs 43. and has already allowed full mobility to wireless in local loop (WLL) operators as a first step. 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. which is an important factor for the growth of the Indian telecom sector and in turn helped the Indian economy to perform well for the past few years. Partly the result is due to negative growth in NLD market (-14% Rs 51. The competition increased in the telecom sector. The sector of telecom was a monopoly under the Central Government of India. Technological advancements and innovations contributed largely towards the reformation of the telecom sector in India.460 million from Rs 50.010 million) in 2003-04. Government of India (GoI) plans to introduce a unified license for all telecommunication services in India. Cellular service. Amongst telecom services. The Telecommunication reforms in India were development and growth oriented. During the 1990s this sector faced fierce challenges due to the development in the technological sector.410 million from Rs 59. with CAGR of 40 percent over the past four years.
During the past three years. owing largely to the rapid increase in cellular service subscribers. in terms of subscriber base telecommunications services have been growing at a CAGR of nearly 22%. 5 .
whereas Reliance Info-com. excluding international revenues). account for almost 90 per cent of revenues from basic services. Internet telephony for ISD worsened the potential. national or domestic long distance and international long distance services. ISDN. However. such as leased lines. The state operators (BSNL and MTNL). closed user group and videoconferencing. Tata-Tele-services and Touchtel are the leading private sector players. and has a current market size of Rs 30. average-revenues-per-user (ARPU) of private operators are more than twice those of the state-owned service providers. Both public players and private players are competing hard to capture more and more market share. MTNL and BSNL are the leading public sector players. Added to it was the phenomenal growth rate in cellular services. and offer reliable.e. The domestic market (i. high.end services. Airtel. and collectively account for less than 5 per cent of subscriptions. The reduction in NLD and ISD tariffs punctured the potential of the key revenue streams. private services focus on the business/corporate sector. has been growing more than 5 per cent annually during the past three years. The main revenue contributing value added services were NLD and ILD.164 crores. Private sector services are presently available in 18 circles.Fixed Service Provider (FSPs): Fixed line services consist of basic services. with a base of 43 million lines. Market shares of public and private players in fixed telephony 6 . As a result.
In the last few years. mobile segment has welcomed more and more players every year. exceeding fixed line telephone subscriber base. so many private companies entered into the sector like Bharti-Airtel. Also. The introduction of mobile technology in India and liberalization of sector changed the usage of telephone services in India. As a result the private players offered attractive schemes to the customers and the mobile phones 7 . Reliance communication.2 million users in FY 2004-05. Liberalized policies have ensured lower tariffs and reduced roaming rentals. Aircel. Uninor and Videocon Etc. after the NTP 1999 the competition between the private players increased as the call rates got decreased and the tariff plans has been introduced.1990s.Source TRAI Cellular Services: Mobile telephony was introduced in Indian markets in mid. This will lead to increased usage of mobile phones. Idea cellular. Mobile telephony recorded more than 52. the sector has witnessed tremendous growth. The subscriber base is adding more and more customers every year. Vodafone.
which show the percentage changes in the usage of wire line and wireless phone from 2004 to 2009ss (Source TRAI) Number of Mobile Subscribers in India from 2000 to 2009 Year ending 31-march 2000 2001 2002 8 Mobile subscriber (millions) 0.88 1.2 . The changes can be understand by the following figures.became cheaper for the customer in comparison to the fixed phones.34 0. The consumers of fixed line telephones shifted towards mobile telephony.
15 52 143 (Source TRAI) The cellular services can be classified into two segments the one is CDMA (Code Division Multiple Access) and the other is GSM (Global System for Mobile Communications). In south India reliance communications provides both GSM and CDMA technology. In the starting only GSM services were launched.5 22 37.4 CDMA SUBSCRIBERS (in millions) 0.88 3.4 10.9 . Number of GSM and CDMA subscribers year 2002 2003 2004 2005 2006 9 GSM SUBSCRIBERS (in millions) 3.69 26. BSNL .2003 2004 2005 2006 2007 2008 2009 1. MTNL are providing GSM technology.1 5. Vodafhone. Idea.05 10. Reliance communications were the first to launch the CDMA technology in India.8 6. presently Reliance communication and Tata-Indicom provides CDMA technology and all the other companies namely Airtel. CDMA and GSM are actually two technologies upon which mobiles works.43 12.58 6. Aircel.
2 85 (Source TRAI) There are 25 private companies providing Cellular Services in 19 Telecom Circles and 4 Metro cities. and an incumbent state operator.5 105. Almost 80% of the cellular subscriber base belongs to the pre-paid segment.4 180 19. covering 1500 towns across the country. BASIC STRUCTURE OF INDIAN TELECOM 10 . there are five private service operators in each area.1 44. Presently.2007 2008 2009 58.
Penetration and growth The Indian cell phone market essentially started in 1992 with the sale of licenses. In 1994. 2006).Ministry of Comm unication & Inform ation Te chnology Lice nsor Dept of Telecom Unifie d Lice nse Ope rators Fixed Line Ope ra tors Na tiona l Long Distance Operators CDMA Inte rna tiona l Long Distance Ope ra tors Judicia ry Te lecom Dispute Settle me nt Appe lla te Tribuna l Wirele ss Operators GSM 900 & 1800 1800Mhz Regula tor Te le com Re gula tory Authority of India EVOLUTION OF THE INDIAN TELECOM MARKET 1. This then expanded to 15 circles in the following year. However. which enabled the private sector to participate in the industry (COAI. Services were rolled out in 1995 – with Kolkata becoming the first city to get a cellular network in August 1995. cellular service licenses were granted for the major metropolitan areas. in December 11 .
grew at over 114% year-on year in 2002-03 – one of the most explosive phone launches ever ( TRAI Jun 2003. primarily in the major cities and large towns. Apr 2006) This trend indicates a CAGR of over 30%. including prediction for 2010. no other country in the world has added 4-5mn mobile phones per month.44 mn subscriptions.2 million subscribers. 12 . Dec. and soon started building policies and regulations to push prices downward and spur competition. which owns about 70% of the CDMA market currently with ~ 20. Player The Indian wireless market has both CDMA and GSM network operators. The major driver for change was the Telecom Regulatory Authority of India (TRAI).2000 – 5 years after launch of cellular licenses – penetration was still quite low. 2005). of which 48mn subscribers were cellular (TRAI.TRAI was instituted in 1997. Indeed. Chairman and CEO of Nokia. Financial Express. Exhibit 1 shows the growth of the postpaid and prepaid market in India. The number of cellular phone users increased to about 76mn in December 2005 and about 89mn phones in March 2006 (Financial Express. In fact. is still about 22. The overall CDMA subscriber base. there were about 93mn phones in the country. there were only about 3.2% of the market – with Tata Teleservices taking up most of the remaining CDMA share. though. Apr 2006). By December 2004. CDMA operators entered the picture and grew rapidly – Reliance. recently commented that “India is amongst the top 5 telecom markets in the world” (Light reading 2006) when he visited the country to reiterate his firm’s commitment to the market. Jorma Ollila.
LG and Sony Ericcson all have reasonable market share as well – with LG catering almost exclusively to the CDMA space through a tie-up with Reliance. which has a smaller share. is seeing growth with the introduction of more advanced phones including its Razr platform. Bharti was the largest player by far. Nokia captured about 60% share – over 18mn phones in one year. Samsung. etc. BSNL had a subscriber base of 20. The Telecom Regulatory Authority of India overseas the evolution of this market. TRAI also releases quarterly reports on the state of the telecom industry – with special emphasis on tariffs. Of this. THE INDIAN MARKET – BASIC DEMAND TRENDS Demand for cellular services is interesting for a variety of reasons. 13 . users go to handset providers to buy phones and then to network operators to get network services. this agency has made many key judgments – including statements on tariffs. there is a completely parallel market for users to buy phones. and the skew in urban-rural markets. more than 31mn handsets were sold. Before catering to this market. and Hutch control the largest parts of this market and have been adding subscribers at an impressive pace. In the GSM space. next generation networks. Bharti.with a market that is less dominated by one player. As of April 2006.37 mn subscribers. interoperability between networks. price sensitivity.02%. Motorola. and usage (TRAI). state-owned BSNL. Since its establishment in 1997.The GSM players account for the remaining ~78% . diversity in consumer profiles. In 2005. followed closely by Hutch with 22% of the GSM market and an overall share of 15. Most global handset manufacturers are present in India – with Nokia leading the pack by far. service providers must consider unmet needs.44mn. with 30. Since Indian regulation makes it difficult for network operators to also sell phones (due to revenue share agreements). quality of service.
2. mobile segment of the population is quite large and more connected than any previous generation. the young. Young consumers are willing to buy new phones and are constantly looking for good deals and the opportunity to “trade up” to better products. 3. In addition. Further.43 phones both cellular and fixed line exist per 100 people) While that points to a staggering ~ 125mn phones already in the market. Product managers have found that consumers in India will not buy products unless there is a clear value proposition – at the lowest possible price.43 (i. Answers. Census Maps. that number is 77. (Bharadwaj etal. it earns more and is more willing to spend on convenience products than previous generations.com).e. Young.70% of the country’s citizens are below the age of 36.1. this implies an almost 4x increase in the number of phones. compared to over 50% in the mid-70s. in some instances. consumer products like cell phones now have are a symbol of status. For instance. peer countries have much higher teledensity.3 while in Malaysia. Value sensitivity The Indian consumer is also very price sensitive. it also points to a large unmet demand. Nokia successfully introduced a customized version of their 1100 phone with features uniquely 14 . If India is to attain China’s teledensity in 5 years – up from its current penetration of ~ 7%. and half of those are under 18. consuming market More than 95% of India’s population is under the age of 65. the standard of living has been increasing: only 26% of the population is below the poverty line now. 2005. China has a mobile teledensity of 28. 2005) Thus. growing. In fact. This would lead to demand for about 210mn additional phones in that time. (Sinha. Specifically. only 11. Wikipedia. Jayant. Unmet needs Current Indian teledensity is 11.
revenues per user are low. In addition. While average American carrier charges about 30-40 cents per minute. Thus. Delhi. TRAI Dec 2006). 4) Pre-paid rules Indian consumers choose plans and tariff structures that minimize monthly expenditure. Thus pre-paid SIM cards are the dominant method of revenue generation. cities like Mumbai. very often consumers will only receive calls on their phones. consumers buy a SIM card to use in their phones with a set amount of money on it (say ~$10). since receiving calls in India is free. Urban Market While growth in India is significant. Indians also expect a high quality of services at the lowest possible tariff rate. With this scheme. While the average post-paid user spends much more – contributing ~$19 per month – this is a small segment of the market in India. post-paid in India). for example. with pre-paid users contributing ~$5. (TRAI Dec 2006) (See Exhibit 1 for potential growth of pre-paid vs. there is a large difference between urban and rural markets. the corresponding rate for an Indian carrier is only about 2 cents per minute.6 per month. 5)Rural vs. In 2006. tariffs in India for voice services are among the lowest in the world. Teledensity varies wildly. they also choose tariff plans that let them switch easily – especially since they shop on price. The phone itself retails for about $40. (Cingular. and Kolkata have a teledensity around 49% while Circles B and C (which include far-less urban states) see a penetration of 2. T. Further. Chennai. 2006).6% (See Exhibit 7 15 . And almost every cellular company has also introduced free incoming plans for 1-2years & lifetime free incoming plans. For example.tailored to India – dust-resistant body and a built-in flashlight – making it very popular among truck drivers (Bharadwaj et al. Thus.Mobile. over 95% of new phone additions were pre-paid plans.
carriers will have to make large capital investments.India is also experiencing changing demographics that have contributed to the explosion in the mobile market. 2003). Thus. As a result. as network operators run into an increasingly saturated market in cities. 6-7 percent annually from 2005 to 2007. operators are dropping prices to ensure they get their hands on the expanding customer pie and the large untapped market means that revenues from the voice market will drive the growth for the next few years.for market penetration in India varied by geographical areas). Demographics The expected growth in the Indian GDP. Aslo. Along with lower connectivity costs and cheaper handsets. 6. However. create low introductory pricing.S Census Bureau-International Database. Approximately 70 percent of India’s 1. this generation is able to spend a 16 .1 billion population is between the ages of 15 and 40 (U. Consequently. service providers pay Access Deficit charges to subsidize the (mainly government run) players that serve the unprofitable rural markets. and only offer a basic level of services. with no guarantee of the same amount of revenue. To enter these markets. Although growth in rural markets will be slower and require a larger investment per customer. a high percentage of these Indians are still living at home and saving their salaries. telecom players are looking at a young population with increased pay scales and more job opportunities. the thirst for communication and poor landline infrastructure makes rural India a unique opportunity for growth. they are slowly turning to rural areas to grow. A greater percentage of the Indian population has higher levels of disposable income with which to purchase products and services. Furthermore. is a good indicator of the increased purchasing power of the population (Asian Development Bank – 2005). the mobile market in India is seeing a huge influx of subscribers who can now afford basic coverage.
more flexibility. Unified licensing shifted operator behavior and caused operators to start focusing on converged services and networks for cost efficiency – which. the government needed to decide how to increase spectrum capacity. which requires that a share of call revenue be paid to the government to assist in funding network expansion into rural areas. including cell phones. This structure would initiate the next phase of market consolidation. First. the government has made many changes to regulations and policies to remove hurdles and spark growth. the Indian government introduced the Unified Licensing Regime in 2003. Role of Government The Indian government has played a significant role in setting the stage for growth in mobile telecommunications. data. 7. in any area in which they currently operate. all telecom services (including voice. Thus. Through the oversight of the Telecom Regulatory Authority of India (TRAI). First. since 2G networks are nearing full capacity (“2G” stands for second generation cellular 17 . The government also enacted the Access Deficit Charge (ADC) policy. allows them to offer pricing conducive to rapid growth. The players would have greater scale which would lead to higher cost efficiency and. and allow even fixed line users to switch to mobile services seamlessly – possibly increasing competition in the market. with the result likely being five to six main players. ultimately. Finally. the launch of an “All India” license would give operators the right to provide all forms of service throughout India with one license. several regulations were imminent. the Indian government has raised the maximum foreign direct investment (FDI) limit from 49 percent to 74 percent in Telecom Sector. This regime allows operators to offer any service through the technology of their choice. and radio broadcasting) can now be delivered through a single medium and are covered by a single license. in turn.large percentage of their income on the purchase of entertainment and consumer electronics. As of early 2005. cable TV. In addition.
voice technologies deployed in the 1990s.technologies. This standard is being replaced around the world with “3G” networks that are faster . which are circuit-based. GROWTH OF TELECOM NETWORK (2008) 18 .
98% in March 2009. the country has emerged as one of the fastest growing telecom markets in the world. India has become one of the most dynamic and promising Telecom markets of the world. 2009 as compared to3004. It has third largest telecom network and the second largest wireless network in the world.1 Billion. has shown a sustained increase during last few years.22% in March 2008 to 36.92 lakh as on March 31. 19 .With a strong population of over 1. 2008. In recent times. ● While 1292.33 lakh connections were added during the twelve months of 2008-09. about 108 lakh connections were added every month during the current fiscal year. It increased from 26. ● The tele density. as given in the following graph.25 lakh as on March 31. NETWORK EXPANSION ● The total number of telephones has reached 4297.
Tele density graph 20 .
Bihar. UP and West Bengal. Gujarat. Orissa and West Bengal. Out of this 125 million are GSM users and 41 million CDMA users. Tamil Nadu. BSNL. Orissa. Bharat Sanchar Nigam Limited (BSNL) BSNL is a state owned telecom company which has GSM presence in almost every cities and towns. Reliance has CDMA networks in other states and cities. Madhya Pradesh. North East.Cellular Service Providers As on Apr 2007 India has 167 million mobile phone subscribers. Haryana. Mumbai. Himachal Pradesh. Idea. Jammu and Kashmir. Kolkata. Madhya Pradesh. Punjab. Spice and MTL are the main GSM providers in India. Hutch. 21 . Airtel is the No. Aircel.1 cellular service provider in India using GSM technology. Karnataka. Airtel has 23% market share in India with a total subscriber base of 38 million. Goa. Bharti Airtel. It has GSM network in Assam. Kerala. Bharti Airtel Airtel is providing cellular services in Delhi. Reliance Communications Reliance has both CDMA and GSM networks and total subscriber base of 29 million or 17% market share. Himachal Pradesh. Kolkata. Maharashtra. Rajasthan. Reliance Communications and Tata Indicom are the main CDMA providers in India. Chennai. BSNL has 27 million subscribers with a market share of 16%. Andhra Pradesh.
4% in BSNL’s revenues when compared with the previous fiscal year. Giving subsidies and special treatment doesn’t work after all.1% and its revenues are 22341 crores. This is in spite of all the 3G spectrum and the leg-up both BSNL and MTNL got from the government.8% . The other operator which has seen a drop in revenues is MTNL. That doesn’t hold good any more and it has to buck up or revamp before it turns into an Air India. Airtel and Reliance are the 2 India based operators to feature in the top 20 telecom operators by subscribers. BSNL’s revenues was more than Airtel’s until now. There is a drop of 0.Tata Indicom Tata Indicom is a main CDMA provider in India with 16 million subscribers all over India. BSNL doesn’t have the same kind of excuses of Air India as it operates in a lucrative telecom market. Reliance saw a decent growth of 23. For the first time Airtel has surpassed BSNL to become country’s number one telecom operator in terms of subscribers and revenues. But. BSNL did not face the heat until now as the revenues weren’t dipping. It is 3rd in line. The best growth in revenues was by IDEA Cellular at 50. Airtel has increased its revenues by 39.a very impressive growth.7%. Top 10 telecom service providers by revenues 22 . Tata Indicom has presence in almost every states and cities in India Airtel has more than 100 million subscribers and BSNL has half as much.
1 35.4 23.5 7.8 Growth % MARKET STRUCTURE OF TELECOM INDIA 23 .7 20.8 -0.1 43.6 12.: Operator Rank 1 2 3 4 5 6 7 8 9 10 Bharti Airtel BSNL Reliance Vodafone IDEA Cellular Tata Comm TTSL MTNL Aircel TTML Revenues 2006-07 17888 40135 14468 10565 4413 8857 5178 4923 1507 1422 Revenues 2007-08 26436 35296 18638 15477 6720 8263 5993 4729 2528 1730 Revenues 2008-09 36962 35167 22341 22224 10125 9963 6739 4487 3425 1323 39.4 -5.6 50.
Jammu & Kashmir Divided into 22circles Himachal Pradesh Punjab Uttar Pradesh W 4 metros 1 9circles Market StructureFurther divided into A. B and C category based on economicparametersand revenuepotential Each circle has a licenses Four operatorsper circleare allowed Licensesare saleable Rajasthan Haryana DELHI Uttar Pradesh E Bihar Madhya Pradesh West Bengal Gujarat Maharashtra MUMBAI Andhra Pradesh Orissa KOLKATA Karnataka METRO Circles CHENNAI A Circles B Circles C Circles Tamil Nadu Kerala 24 .
Additionally. Jammu & Kashmir. UTSB has a 74% stake in Aircel and the remaining 26% is with Apollo Hospitals. As on date.8% among the GSM operators in the country. Rest of West Bengal.COMPANY PROFILE Aircel Limited Type Industry Founded Headquarters Key people Products Parent Website Private Telecommunications 1999 Gurgaon Gurdeep Singh. Chennai. Uttar Pradesh East. Rest of Tamil Nadu. North East. Karnataka. It offers both prepaid and postpaid GSM cellular phone coverage throughout India.com Aircel is a mobile phone service provider in India. Kolkata. It has a market share of 12. Aircel has also obtained permission from Department of Telecommunications (DOT) to provide International Long Distance (ILD) and National 25 . the company plans to become a pan-India operator by 2010. It is India’s fifth largest GSM mobile service provider with a subscriber base of over 27. Aircel is a joint venture between Maxis Communications of Malaysia and Apollo Hospital Enterprise Ltd of India. Assam. Orissa. Mumbai. Aircel is present in 18 of the total 23 telecom circles (including Andhra Pradesh. COO Mobile Telecommunication operator Maxis Communications (74%) Apollo Hospital (26%) Aircel. as of October 31. Bihar & Jharkhand. Rest of Maharashtra & Goa. 2009. Himachal Pradesh.7 million. Delhi & NCR. Kerala. Uttar Pradesh West) and with licences secured for the remaining 5 telecom circles.
Long Distance (NLD) telephony services. It is also a category A ISP. It is also having the largest service in Tamil Nadu. Aircel Business Solutions (ABS), part of Aircel, is an ISO 9000 certified company. ABS is a registered member of WiMAX forum – both in the Indian and International Chapters. ABS’ product range includes enterprise solutions such as Multiprotocol Label Switching Virtual Private Networks (MPLS VPNs), Voice over Internet Protocol (VoIP) and Managed Video Services on wireless platform including WiMAX. Aircel has won many awards for its services. Aircel was honored at the World Brand Congress 2009 with three awards, Brand Leadership in Telecom, Marketing Campaign & Marketing Professional of the Year. Aircel was honored by CMAI INFOCOM National Telecom Award 2009 for, ‘Excellence in Marketing of New Telecom Service’. Aircel had been selected as the best regional operator in 2008 by Tele.net. Aircel was rated as the top mid-size utility company in Business World’s ‘List of Best Mid-Size Companies’ in 2009. Aircel got the highest rating for overall customer satisfaction and network quality in 2008 by Voice and Data. Aircel has won many awards and recognition, voice and data gave Aircel the highest rating for overall customers’ satisfaction and network quality in 2008. Aircel emerged as the top mid size utility company in Business world’s list of mid size companies in 2009. Additionally tele.net recognized Aircel as the best regional operator in 2008. Aircel is one of the sponsors of the Indian Premier League Cricket Team Chennai Super Kings, which is captained by Mahendra Singh Dhoni. It is also the major sponsors for Chennai Open (the only ATP tennis tournament in India), and Professional Golf Tour of India.
Maxis, Aircel's majority stake holder at that time, raised RM11.2 billions (USD 3.36 billions) for its shareholders(UTSB), making it the largest IPO in Malaysia and Southeast Asia. Aircel placed an actual dinghy lifeboat to a downtown billboard. A rope with a sign reading, “In case of emergency, cut rope”, held up the branded raft. July 15, 2009 the monsoon arrived with flooded streets and so did Aircel customer service. The dinghy was cut down and pedestrians were safely transported. What Aircel calls “Corporate Social Responsibility – A Solution”. The company was able to generate positive publicity and show consumers that they care. Beautification of Anna Flyover has been taken up Aircel for a period of three years, the contract has been awarded by TNRIDC and executed by Chennai based outdoor advertising agency [Abra Media Networks http://www.abramedia.in. This project boasts of first of its kind lighting solution for the entire strech of the bridge and many other landscapes to enhance the look of the whole bridge. As far as the utility is concerned, they are building a dedicated toilet for the police guarding the Anna Flyover and the US Embassy. Once this flyover is beautified, Aircel plans to maintain it for 3 years. Usaha Tegas Sdn Bhd also owned telecommunication assets in Sri Lanka(SLT) and Indonesia(Axis), UTSB is one of the largest privately owned company in Malaysia The owner of UTSB is a Tamil of Sri Lankan origin Ananda Krishnan and he is the second richest person in Malaysia).
AIRCEL Maxis’ expansion into Indonesia and India is another milestone in our aspiration to be the regional communications leader of choice. The acquisition of a 51% stake in PT Natrindo Telepon Seluler (NTS), Indonesia and a 74% equity interest in Aircel, India provides new growth opportunities for Maxis. These acquisitions give Maxis a strong foothold in two of the world’s most attractive high-growth, low-penetration markets.
This marks the beginning of the new world of Maxis – a world beyond voice. and beyond borders 29 .
which they have to achieve. Uninor. These teams directly go to the markets and sell the post paid services of Aircel to the companies (corporate) and individual customers. DSA and DST: DSA (direct sales agent) and (direct sales team) are employees Aircel communication. And distribute to the retailers in Lucknow markets and in the outskirts of Lucknow. to motivate the members. Reliance Communications.Competitors Aircel is the fifth largest carrier in India. Idea Cellular. 30 . Vodafone Essar. The members of DST and DSA have individual monthly targets. There are teams of DSA and DST. There are eight distributors in Lucknow cluster. Its competitors are (in order of customer totals): Bharti Airtel. Bharat Sanchar Nigam Limited. Distributors: Distributers in Lucknow take products of Aircel from the down office of Reliance communication at Ratan Square in Hajratganj. Tata Teleservices. And at the end of every month the good performer gets prizes.
ICCM (integrated credit control management). And Aircel is always ready to provide good services to its customers. • ICCM is used for billing and problem related to the billings it contains all the information about the customer. 31 . Customer care services at Aircel Communication For aircel communications customers are assets. Clarify customer portal. 2. well managed and 24 hour customer care center. Aircel communications owns a trained.Retailers: There are so many retailers in Lucknow market who sell Aircel Communication product in the market. There are four software which are used by the customer care department. Not only in distribution and sales reliance is also expanding its network day by day and it is now having full network coverage in all the high ways and villages. There are toll free no’s for the convenience of the customers. they are as follows: 1. UCM These four software help the customer care to work efficiently. Simplify 4. 3. This software is only to get the information about the customer. Have strong management information system. no changes can be made in the customer’s account using this software. So this is how Reliance communications products and services are reaching to the every part of Lucknow market and in the outskirts of Lucknow.
open and bar of STD and ISD of customers. activation of different tariff packs etc. • UCS –again only one way information of call can be retrieve from this software and no changes can be made in customers account. This soft ware is used for changing the MDN (number) retention of old MDN to a new set. • Simplify is a soft ware which is used for the purpose billing. 32 . This soft ware is for only get the information about the customer. To provide instant solutions to the complains of customers reliance Uses FTR (first time resolution) system. after that timing the cross checking is done that whether problem is solved or not and if in case the problem could not be solved the customer care calls the customer and communicate for further timing from the customer for solving the problem. no changes can be made in the customer’s account using this soft ware. at the time of entering the problem or complain of the customer the software gives the minimum timing that timing is communicated to the customer. in this system the customer gets the solution of his problem in just one visit or call to customer care. For every case of complain there is a minimum timing in which the problem get solved.• Clarify customer portal is the most important soft ware. to Open and bar the incoming out going of customers.
good value added services and good customer care services. 1 player in market in terms of postpaid services. offers and relations with the retailers.Project Profile TITLE “Study of retailer’s perception towards aircel” The study is totally based on market survey. BSNL and Tata Indicom. Like customer care. • • The study pertains only to the retailers of the telecom sector The study also portrays how the retailers rank the six companies on the basis of different factors. In local market there are six players in the market Reliance Communication. Idea. The reason behind this success is the cheapest call rates good collection services. what retailer feel about AIRCEL and what improvements they are demanding. Reliance communication is no. why it is happen. Objectives of the research are: 33 . Vodafone. analyze and interpret the telecom market dynamics and its competitiveness in local telecom market. tariff plans. In the present scenario the competition among this player is very high. So in this competitive scenario there are different factors which can give competitive advantage to the companies. network coverage and good communication with retailers. Scope of study: • The study shows the impact of different factors like network coverage. OBJECTIVE OF THE RESEARCH: The primary objective of the research is to understand. Airtel. companies are attracting customers by offering new plans and cheaper call rates.
To interact with the retailers formally and informally and ascertain their problems empathetically. The main purpose of this research is to interact with retailers and to know the satisfaction level by the quality of services being rendered by different telecom service providers. RESEARCH DESIGN: Exploratory research design was used for this project. The major emphasis in this study is on discovering of ideas and insights. 34 . To conduct a survey and ascertain / identify various types of services which effect retailer’s satisfaction and there operations. To determine and analyze the results of the survey along with the various relationships between factors.
-Aircel’s market share increasing at other service provider expense. O-Opportunity -New market -Low penetration level in rural markets. -Collaborative business needs to be explored -Price pressures -Need for Government support -Awareness -Sales and Marketing -Network problems T-Threats -IT development -Market flexibility -Foreign investment -Global trends moving from GPS to WLL. S-Strength W-Weakness -Cost advantage -Current leaders in quality service -Brand image -Network coverage -Aircel’s increased equity and market cap. -Lack of global parity in telecom tariff -Other competition RESEARCH METHODOLOGY 35 .
The methodology adopted for this project is exploratory in nature since there is no hypothesis that has to be tested. b) Secondary Sources Secondary source has played a vital role to play in this report. The conclusions have been drawn by exploratory research work. Research Type Data source Research instrument Type of question Sampling unit Sampling method Descriptive Primary Questionnaire Structured Customers Judgment PRODUCT SCHEMES TARIFF STRUCTURE 36 . Another vital source has been the Internet and particularly the companies own website. A good amount of data has been collected from various published articles and reports found in magazines and journals. There have been two sources of information collected: a) Primary Sources I have met retailers of the Aircel of the company and have been able to get first hand information regarding the product. Their input has been valuable. its features and the buying patterns of the product.
hour outlets.4/Min US other Rs. all over the city at over retail outlets including 24.1.50P/Min & Local Other Call 1P/2Sec.Prepaid Tariffs Aircel Prepaid Ready Cellular Card and Recharge Cards are available.70 Pack (Validity 30 days) Malaysia & Singapore Rs. Qatar Rs. Aircel Prepaid Regular 225 Talk time-Rs.5.5/Min Nepal Rs. /min) Rs.25/Min Nepal Rs.) Free while in home network ISD Packs (Rs.25 A-A Free call & SMS n (30 days Validity) Other call (STD Rs. Kuwait.50/Min Rs. 6. 6.50/Min China & South Korea Rs.18 Pack (Validity 15 days) USA.25/Min Oman Rs. Kuwait. Yam an. Saudi Arab.3/Min US & Canada Rs. Yam an.50/Min UAE.1.7/Min UAE.) Incoming Calls (Rs.1.7/Min Rs. Qatar Rs.5/Min 37 .34 Pack (Validity 30 days) USA. Saudi Arab. Canada Rs. Canada Rs.20/Min Sri Lanka Rs.
27 Pack (Validity 30 Days) 500 Local + National SMS Rs.79 Pack (Validity 30 Days) Unlimited Local + National SMS 5 Ka Dum Rs.4.5 Pack (Validity Recharge Mid Night) Rs. Local + STD Call + SMS Rs.50P POCKET INTERNET CHARGES Charges are applicable depending on the contents download Astro 5 38 .5 TT.9 Pack (Validity 15 Days) 90 Local + National SMS Rs. SMS Packs Rs.
tones True tones Mp3 tones Animation Videos Themes 15 15 20 20 15 30 50 Movies themes 30 Games 50/90/150 PI @ Rs. 14 -Unlimited browsing and download -Connectivity also on laptop/PC -Validity 3 days -Benefits Free wallpapers and game downloads worth Rs. 98 -Unlimited browsing and download -Connectivity also on laptop/PC -Validity 30 days 39 . 350 PI @ Rs.Wallpaper P.
251 -Unlimited browsing and download -Connectivity also on laptop/PC -Validity 90 days -Benefits Free wallpapers and game downloads worth Rs. In evaluating different market segments the company looks at two factors. 350 (10 wallpapers @ Rs. 15and 5 games) send SMS PI FREE to 5800000 MARKET SEGMENTATION Segmentation is beneficial because of better predictability of the target consumer group. 350 -Also 150 local Aircel to Aircel free Ω for additional benefits and free contents benefits (any pack) worth Rs.-Benefits Free wallpapers and game downloads worth Rs. The overall attractiveness of the segments and the company's objectives & resources the present market for Cellular phones. better ability to fine-tune a product / service to the requirement of target buyer and the resultant ease in designing a proper designing marketing mix strategy In this case segmentation is on the bade of income. pagers and conventional phones is as follows Premium Middle Economy 40 . minimization of risk exposure. 350 PI @ Rs.
It is also planning to target the business tourists during their stay in the capital. The rationale behind it is that only those segments should be targeted who value time and have the paying capacity.. A lifestyle revolution and a status symbol the emphasis is to remove misconception that the cell phone is an expensive means of communication and drive home the point that the cell phone is actually a day-to-day utility. About 60% of the clientele are top executives of corporate houses.Upper Lower Upper Lower Upper Lower Cellular Phones X X X . So far Aircel marketers have been concentrating totally on the business executive class but now that the basic viable volumes has been built up and prices have declined to a certain extent they are planning to venture further afield. 41 . POSITIONING The product is sought to be positioned as business efficiency tool.Pager X X X X .Conventional Phones XXXXXMarket Segment Targeted TARGET MARKET SEGMENT Aircel has targeted the premium and upper middle class. During the introduction stage there was intense pressure to get consumers across to hook up with their brand. About 15% are foreign organizations and the rest are professionals and small businessmen. because getting them to switch brand loyalty later would be hard.
Only price doesn't serve as an effective differentiator. It has also opened a 24 hours customer service.) with reasonable price in order to deliver maximum price performance to its customers. Because basic services can be and will be copied and in time become expected component of the product. This involves the selection of the suitable hardware (handset) and its software (its services.PRODUCT POLICY AND PLANNING The product or service is the heart of the marketing mix. The product policy and planning depends on the stage of the product life cycle. In order to do so Aircel is trying to optimize the price performance package by offering suitable "product bundling". Aircel's main marketing strategy is to be a first mover all the time. Effective product segmentation has to be carried on continuously. it offers free Airtime services and other concessions to make the prices and thus the product more attractive. Without a product or a service customer’s needs cannot be satisfied. Aircel seeks to carry out this segmentation through provision of new information services and making new facilities available. 43 . Since. The basic product promise by Aircel is mobility. At present the cellular phone market has reached the maturity stage. It has recognized the significance of making the first move because in the field of Communication & Information Technology changes occur at a tremendous pace. value added services become the effective differentiator. the premium segment is nearing saturation the company targeting the upper-middle and middle-middle class. In addition.
The method that was used for obtaining primary data was through questionnaires. METHODS OF DATA COLLECTION Data collection used for the specific purpose of the research was first hand data called primary data. Here I have used method of research-based survey.RESEARCH INSTRUMENTS USED: Methods used under this kind of research design are: Developing plans for the research Drafting questionnaire Survey Analyzing and interpreting the results. 44 . The object of the survey is to obtain the insight into the relationship between the sales and services rendered by the companies. It gives the research the necessary flexibility to get a deeper understanding of the respondents. which is collected through direct involvement of both the parties. It is the first hand data. It can get good result even with a small sample size. Advantages It is fast and easy to comprehend. The telecom retailers are my research subjects.
From the population I have chosen only those retailers who are selling the products of all the six companies. This would further help the whole research to reach the final solution. SAMPLE SIZE: 100 SAMPLING UNIT: Telecom retailers SAMPLING DESIGN: Non Probability– Quota Sampling I have planned to do the research by personally visiting the retailers or through telephonic interview. so that they can easily compare the companies with out being biased towards any single company. which decide our sampling techniques and the sample size to be adopted. It is the process of selecting units from population of interest so that by studying the samples one can fairly generalize the results to the population from which the results were chosen. 45 .SAMPLE DESIGN Sampling is done to figure out the parameters. These retailers have been picked up from the sample population from the prime locations in Lucknow telecom market.
• • • The scope of the study is restricted only to the major areas of Lucknow and does not include the outskirts. So it was better to ask retailers who are selling the products of the companies. offers and promotion and promotional schemes. Through this questionnaire I tried to find out which is best in which field of telecomm service. This research is not going to give me the market share of the companies. A customer can tell about the services of telecomm which he using but he may not know about the services or the weakness of other companies services. Each question has six options basically the name of the companies rendering services in Lucknow market. After designing the questionnaire I got fourteen factors on which I tried to compare the six companies. About the questionnaire: The questionnaire I have designed for the purpose of research contains fourteen objective questions. Responsive error ---. Time was the major constraints in interviewing required retailers. products. And if the retailer is not satisfy with the services of any the company he will not ask customer to buy the services of that company. I have chosen the factors which are very important for a company to survive in this competitive telecom market.this arises when respondents are unwilling to listen or talk. the factors were related to the services. So that I can know what retailers think about the companies and their services and I can easily find out the fields in which Aircel communication is doing well and in what area does aircel communication has to improve their services. but the analysis of his research will tell the performance of the companies in the view of the retailers because what the retailers think they convey to the customer. 46 . It will also give the over all ranking of the companies in term of services in the local Lucknow market. I have chosen the retailers as my respondent because I wanted to compare the six companies.
DATA TABULATION INTERPRETATION 47 .
12. 10. Customer care. 5. 7. 6. 14. 4. for the requests of the customers and retailers. 9. Offers to the existing customers. 13. Internet/ data card services. Response. Advertising Campaigns 2. Offer from the companies to the customers at the time of new connections. Network Connectivity in Lucknow. Profitability from the retailer’s point of view. Prepaid services. Value added services (VAS). Products and tariff plans. 11. Demand in the market. Postpaid services. INTERPRETATION & FINDINGS The fourteen factors on which I have compared the companies are: 1. 3. Communication with retailers for new schemes and changes in schemes. 48 .DATA TABULATION. 8.
Campaign Offer @ new Connections Connectivity Offers Customer care Products and tariff Prepaid Postpaid Internet data VAS Good Communications with retailers Profitability Demand Response Overall 32 30 20 397 15 27 35 397 22 12 5 178 10 13 30 243 8 3 0 41 13 15 10 144 100 100 100 Comm.The over all tabulation of the questionnaire responses is as follows. 15 22 20 35 20 37 35 42 35 22 32 Airtel 27 20 37 20 40 15 37 20 42 37 25 Idea 17 20 5 17 5 27 12 12 2 10 12 Vodafone 33 15 25 10 32 8 13 18 0 13 23 Aircel 3 0 0 3 0 5 0 0 8 8 3 BSNL 5 23 13 15 3 8 3 8 13 10 5 Total 100 100 100 100 100 100 100 100 100 100 100 49 . Reliance Ad.
VI. Reliance is far behind Vodafone in advertising campaigns. it depicts that the reliance advertising is not as effective as Airtel or Vodafone. II. which shows its weakness. III. Reliance stands at fourth position in advertising campaigns. Advertising campaigns: Ranking: I.1. V. 50 . IV. Vodafone Airtel Idea Reliance Aircel BSNL Looking at the responses Vodafone is doing very well in advertising campaigns.
Aircel Communication uses GSM technology which gives better connectivity and better voice clarity comparing to the GSM technology. Network Connectivity in Lucknow Ranking: I. Airtel Vodafone Aircel Reliance Idea BSNL Being good in connectivity is essential to survive in telecom sector. II. IV. V. 51 . III. VI. But still retailer thinks that Reliance network is not as good as Airtel and Vodafone.1.
52 . II. IV. In last two months reliance has launched five new offers on color mobiles of LG and Classic at the rates. No other company can offer mobile sets at such cheaper rates. Reliance Airtel Idea Aircel Vodafone BSNL Reliance stands at the first position in providing offers to the customers. Offers to the existing customers Ranking: I. Reliance keeps on launching new attractive offers time to time. V.2. VI. III.
IV. 53 . Customer care. which show that retailers are well satisfied with Airtel customer care. Airtel got 40% of the votes from retailers. Retailers think that Reliance is at the third position in customer care. Ranking: I.3. VI. V. III. Airtel Aircel Reliance Idea Vodafone BSNL Customer care is a very important factor for any company in taking competitive advantage. II.
V. IV. III. II. one in this segment. Aircel Vodafone Idea Reliance Tata indicom BSNL In value added services Vodafone stands second and Aircel is again no. 54 . VI. Both Aircel and Vodafone are providing excellent VAS but the target customer of Reliance and Aircel are different. Value added services (VAS) Ranking: I.4.
II. VI. IV. Aircel Airtel idea Reliance Vodafone BSNl I asked this question to the retailers to know which company is friendly with the retailers. III. and if a company is not communicating well with retailers about the changes in schemes and about new schemes.5. V.. 55 . The retailer will communicate wrong or old scheme and call rates to customer which may alter the sales of that company. Communication with retailers for new schemes and changes in schemes Ranking: I. since retailers play a very important role in increasing the sales of any company.
III. Idea is the next more profitable company for retailers. V.6. II. The reason behind asking this question was. Profitability from the retailer’s point of view Ranking: I. IV. 56 . Aircel Airtel idea Reliance Vodafone BSNL Asking about which company is more profitable for retailers. retailers would promote the sales of that company more which is more profitable for them. VI. The majority of the retailers think its Aircel.
Internet services and value added services.Aircel com Vs Bharti Airtel Looking at the market share of the two companies Airtel has captured the largest segment of the market and Aircel is Fifth in terms of market share. The figure shows Aircel lacks in advertising campaigns. and Aircel has 31. connectivity. customer care.02 million 57 . Airtel is only snag in Anil’s ambition of being the no one in Indian telecom market. Airtel has a 62 million subscriber base. In other 9 factors Aircel doing well. My survey is also showing that Airtel is giving very tough competition to reliance in every segment.
What Airtel has managed to achieve in 12 years Aircel has aggressively managed to achieve somewhat similar level in just about five years of operations. 58 .subscribers.
Retailers-: 59 .
FINDINGS 61 .
FINDINGS Most of retailers think that the Aircel Communications Advertisement campaigns are not as effective as other companies. According to the most of retailer’s no. According to the retailers Aircel has highest demand from customers. Aircel Communication is offering good schemes to attract new customers. According to the most of the retailers Aircel do not responds quickly to retailers and to the customer’s request 62 . one post paid service provider. According to the retailers Airtel is no. one prepaid service provider is Airtel and Aircel stands second in prepaid services. According to most of retailers Aircel is most profitable for them. one internet provider and Aircel stands at second position. Most of the retailers think that Aircel connectivity is not as good Airtel and Vodafone. In value added services Aircel stands behind Airtel. Most of the retailers think that Aircel has maintained strong relationship with them and communicate about new schemes very quickly. Most of the retailers agree that Aircel is providing the best offers and tariff plans. According to most of the retailers Aircel is no. Most of the retailers prefer GSM in comparison of CDMA because GSM gives a huge choice of handsets.
Airtel is the main competitor for Aircel and doing even better than Aircel in some areas like customer care. Idea is gradually improving its market share and it can be a threat for Aircel. CONCLUSION 63 .
The study further reveals. Telecom industry is growing very fast in India and so in Lucknow. clearly brings out the need for ensuring effective interconnection between various operators in view of the rapid growth in the mobile customer base. The study based on the several months of data. that to be able to cope up with this growing rate. Aircel is a major player of this industry and presently has 46 million subscriber base still it stand at second position after Airtel which has subscriber base of 62 million subscribers.CONCLUSION This research on market competitiveness of Aircel in Lucknow telecom sector helps to analyze and understand the trends of telecom industry and the market position of Aircel Communications in Lucknow. there is an imperative need to drastically curtail the time needed for providing the interconnection or for meeting the augmentation requests. network connectivity and offers to new connections. The study reveals the weaknesses and strengths of Aircel communication. without congestion in the network. The competition in telecom market is very high and each and every area of service matters equally. Airtel and Vodafone being the strongest competitors. Aircel Communications has strongly positioned itself for accelerating market growth but now it is emphasizing to reach in the un-served market that are rural areas where it will get huge opportunity to flourish its business. 64 . It is an honest attempt conducted to understand the market complexities and the problems faced by the company. Aircel is required to work on its weaknesses and grab the opportunities beforehand to maintain and improve its market position in the telecom sector. Aircel needed to improve its Customer care.
RECOMMENDATIONS 65 .
This will help them to identify the best suited tariff plan for his/her requirement. 2. TARIFF PLANS 1. Always look for latest technology. Company should adapt an innovative approach and always be ahead of its competitors. Regularly modify or replace the product in order to make a niche in the target segment. Aircel must take care of its advertising complains in Lucknow cluster. 3. 2. which are not giving huge business but have potential to do so.RECOMMENDATIONS PRODUCT LINE AND ATTRIBUTES 1. 2. 66 . Company should make tariff plans simpler. Following categories is suggested: a) Low budget users (L) b) Medium budget users (M) c) High budget users (H) Market expansion 1. Company should try to retain the present retailer base and look forward to unexplored markets. Company should focus on those retailers. equipped with enhanced set of facilities 4. Each category for an individual set of customers on the basis of there usage pattern. Company should monitor and revive its product related features. TRAI has also its keen concern on the complexity of tariff plans which rather helping the retailers and customers they confuse them. Company should categorize the tariff plans into three categories.
Aircel must launch GSM service in the market to further increase its market share. Because generally such products run out of stock during the schemes period. Aircel must take care of stock of the products which come under schemes for few days. Value Added Services should be advertised keeping target customer in mind. And improvement in VAS is also required. as most of the retailers are not satisfied with it. Aircel must improve the quality of Classic mobiles as there are so many complain in the performance of Classic mobile sets. The Customer Care services needed to be improved. Aircel must take care of the connectivity problems in the network. Aircel must make available its broadband services in all areas of Lucknow as it has a high demand from the customers. The Net connect service of Aircel still need better promotion activities as reliance still lacks behind in internet services. Aircel must take care of requests of retailers and customer and should give quick response to the requests. 67 .
Bibliography 68 .
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Idea 6. Idea 6. Reliance Communication 4. Aircel 3. Vodafone 2. Which company is best in terms of advertising campaigns in Lucknow region? 1. BSNL Q5. Vodafone 2. Aircel 3. Which one is the best service provider in terms of connectivity in Lucknow and outers of Lucknow ? 1. Airtel 5. Vodafone 2. Aircel 3. Airtel 5. BSNL Q3. Reliance Communication 4. Airtel 5. Which company gives the best customer care services to the customers? 1. Aircel 3. BSNL Q4. Aircel 3. Aircel 3. Idea 6. Reliance Communication 4. Vodafone 2. BSNL Q6. Which company provides the best offers to the customers? 1. Reliance Communication 4. Vodafone 2. Airtel 5. BSNL 71 .SAMPLE QUESTIONNAIRE Q1. Idea 6. BSNL Q2. Airtel 5. Idea 6. Which company provides best products and tariff plans to the customers? 1. Reliance Communication 4. Vodafone 2. Airtel 5. Which company gives best offers at the time of new connections? 1. Reliance Communication 4. Idea 6.
Which company is the best in providing prepaid services? 1. Which company is the best in providing postpaid services? 1. Airtel 5. 6. Airtel 5. Idea 4. Aircel 6. Aircel. Which company provides the best value added services to the customers? 1. Idea 4. Which company is the best in providing internet/data card services? 1. Reliance Communication 3. Reliance Communication 3. Vodafone BSNL Q9.Q7. Aircel 6. Vodafone BSNL Q11. Reliance Communication 3. Which company is the best in communicating the changes in schemes and new schemes to the retailers? 5. Airtel 72 . Vodafone BSNL Q8. 2. 2. Airtel 5. 2. Vodafone BSNL Q10. Reliance Communication 3. Idea 4. 2. Aircel 6. Idea 4.
BSNL Q13. Vodafone 2. Idea 4. Vodafone BSNL 2. Vodafone 2. Which company is most profitable from the retailers’ point of view? 1. Idea 6. Airtel 5. Idea 6. BSNL Q14. Q12. Aircel 3. Which company has the highest demand from the customers? 1. Airtel 5. Aircel 3. Airtel 5. Reliance Communication 4. Reliance Communication 4. Reliance Communication 3. Reliance Communication 4.1. Idea 6. Airtel 5. Which company gives the fastest response to the requests of customers and retailers? 1. Vodafone 2. Aircel 3. BSNL Thank you 73 . Aircel 6.