A RESEARCH REPORT ON

A Comparative Study of the Services Rendered by Airtel and Reliance Infocomm. in Yamuna Nagar”
“ Submitted To: Kurukshetra University, Kurukshetra In Partial Fulfillment For The Degree Of Master Of Business Administration (SESSION: 2011-13)

Under the guidance of: Mr. Gaurav Kochhar Faculty (MBA) MAIMT, Jagadhri

Submitted by: Nitish kumar MBA (Final) University roll :

MAHARAJA AGRASEN INSTITUTE OF MANAGEMENT & TECHNOLOGY (ISO 9001-2008), JAGADHRI-135003 (YAMUNA NAGAR)
Approved by AICTE and HRD Ministry, affiliated to Kurukshetra University, Kurukshetra

DECLARATION

I AM NITISH KUMAR, hereby declare that the project work entitled "A comparative study of the Services rendered by Airtel and Reliance Infocomm in Yamuna Nagar" opted by me as per the requirement for the partial fulfillment of Masters of Business Administration degree from Kurukshetra University, Kurukshetra is the original work done by me and the information provided in the study is authentic to the best of my knowledge.

(NITISH KUMAR)

Inspiration and motivation has always played a key role in the success of any venture. In the present world of competition and success. the Almighty God. Willingly I prepared this particular project.GAURAV KOCHHAR (Lecturar. regular counselling. this project could become a reality. Jagadhri) for his able guidance. attitude. First of all I would like to thank the Supreme Power. without which this project would not have been successful and I am highly thankful to his for her help. (NITISH KUMAR) . who is obviously the one who has always guided me to work on the right path of the life. project is like a bridge between theoretical and practical working. I am deeply indebted to Mr. regular coaching and inspiration. Maimt. keen interest and constant encouragement. With his grace.ACKNOWLEDGEMENT Preservation.

The customer will only prefer that face that suits him the best. technological advances. no permanent "win". But this view of marketing is a recipe for disaster. In the days when it was "business as usual" companies could succeed by producing their products and supporting them with hard selling and heavy advertising. Instead of operating in a market place of fixed and known competitors. . some company presidents also think marketing is whipping up the sales troops to go out and sell whatever the company makes. Unfortunately. customers will gravitate to the offerings that best meet their individual needs.PREFACE Today's companies most urgently and critically rethink their business mission and marketing strategies. In the face of their vast choices. Consider that they have high and rising expectations of features. where there is no finish line. They simply must keep racing hopefully in a direction where the public wants them to go. This was called marketing. managed trade policies. and diminishing customer loyalty. facilities and services. Consider the fact they today's customers face a plentitude of products in every category. new laws. Consider that customers exhibit varying hand diverse requirements for products / service combinations and prices. Companies find themselves competing in a race where the road signs and the rules keep changing.

CONTENTS Acknowledgement Preface Introduction Literature view Industry profile Company profile Research Methodology Analysis & Interpretation Findings & Suggestions Conclusion Bibliography Annexures             .

CHAPTER .1 INTRODUCTION .

are hand-held phones with built-in antennas2. which is only 40 mn. These waves travel through the air & reaches to a receiver. The survey shows that India has 65. marked by hustle and bustle coupled with ceaseless activities.396.957 GSM subscribers by February 2008.109 CDMA subscriber base and 184. In the first generation mobile phones. & 384 kbit/s outdoors. the application of which is confined to the area of roaming. TDMA(Time Division Multiple Access) & CDMA (Code Division Multiple Access) technologies. & vice versa. Cell phone is a man-made communicator. This base station will then send your call through a telephone network to the actual destination. Basics of Cell phone Cell phones. When some one talk into cell phone receiver. much like the walkie-talkies of the past. but based on some requirements like 2 Mbit/s maximum data rate for indoors. They can be carried out anywhere any time. India has shown tremendous growth in mobile services in past few years. also known as mobile phones or wireless phones. Cell phones are a vast improvement over the telecommunications technology of the past. Since past few years consumers prefer wireless mode of telephone services to wire line services. The third generation mobile phone was not standardize on a technology. Cell phones are actually two-way radios. and for . Cell phones have become the necessity in today’s competitive environment to meet the emerging global economy. people have come to depend increasingly on mobile phones to carry out their day to day chores.678. It is applied in a wide variety of settings – at work. In 1990 the second generation mobile phones were introduced with the introduction of GSM (Global System for Mobile Communications). In number1. and now become an important asset in today’s busy life. In the modern world. at home.6 mn compared to wire line services. As per the survey report conducted by voice & Data by the end of Feb 2008 the mobile subscribers number has reached to 246. it registers voice and converts the sound waves into radio waves. which is usually found at a base station. The first public commercial mobile phone network was started in Finland in 1971.Introduction The booming revolution in Information Technology sector has pushed the India’s telecom market significantly. India has shown tremendous growth in past few years in terms of cellular services.

The booming revolution in Information Technology sector has pushed the India’s telecom market significantly. use the built-in calculator for simple mathematics. In addition. Cell phones have become the necessity in today’s competitive environment to meet the emerging global economy. This equipment has become such an integral part of life today that it enslaves man to a great extent.6 mn compared to wire line services. With upcoming wireless communication technologies people are becoming more & more mobile addict. Service is some thing. send or receive e-mails. as they are intangible activities. Invention of Cell phones is a major improvement over the telecommunications technology of the past. Since past few years consumers prefer wireless mode of telephone services to wire line services. the greatest advantage derived in the use of cell phone is that it saves a lot of time and energy of man. India has shown tremendous growth in past few years in terms of cellular services. As per the survey report conducted by Voice & Data by the end of Feb 2008 the mobile subscribers number has reached to 246. Cell phones provide up-to-date information about business and economy through SMS and MMS. . and it has now become an essential commodity in today’s busy life. which can be experienced but cannot be touched or seen. Cell phones are available with an incredible range of functions. Services offered by service providers cannot be seen & touched. Hence. the absence of cell phone renders man miserable and its very presence becomes all the more indispensable to him. one can store information. make task or do lists. in numbers. keep track of appointments and set reminders.convenience and security. SERVICE CONCEPT Service is a patch up activity to fulfill some one’s need in the market. play games and integrate other devices such as Personal Digital Assistants (PDAs). INTRODUCTION TO SERVICE QUALITY Twenty first century has spread a technological revolutionary wave in India. Mobility has become an integral part of customer’s life. Depending on the cell phone model. get information from the internet. which is only 40 mn. MP3 players and GPS receivers. This research study focuses on the service quality of cellular mobile services in Pune & Pimpri-Chinchwad area.

CUSTOMER EXPECTATION AND PERCEPTION TOWARDS SERVICE As per the gap model given by Persuraman & Zeithaml there exists a gap between the customer perception & customer expectation.Some of basic definitions of service as defined by Management Gurus are:“ A service is any activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything.” “Services are economic activities that create value and provide benefits for customers at specific times and places as a result of bringing about a desired change in or on behalf of the recipient of the service. Some of the common service areas are: Retailing.” “Services are the production of essentially intangible benefits and experience. If any difference exists between the expected service and actually received service then that difference is called as a gap. Cell phones.2 BASICS OF MOBILE SERVICES Mobile means something in motion. Education.” The basic difference between service & product is that services are intangible but products are tangible and are required to follow some standardized procedures. either alone or as part of a tangible product through some form of exchange. BPO and many more. This basically gives what is expected & what is actually received. with the intention of satisfying the needs. Customer expectations are the standards against which the perceived services are checked in order to assess the quality of a service. 1. Transportation. Mobile services are nothing but Radio-communications services . Service user can specify about that particular service satisfaction only after availing it for some period of time. Health & hospitality Services. Communication through telephonic media while roaming is referred as mobile or cell phone service(s). which needs to be reduced. When it combines with services then it indicates that availing of the delivered service when in motion. wants and desires of the consumers. This gap is called as the customer gap Customer Expectation represents the actual expected service & Customer Perception revels the actual received service.

Cellular Mobile service means availing the telecommunication services(s) any time and any where even if the user is not stationary but roaming somewhere. The introduction of "cellular" phones. started from 1980s. or hand-held terminal stations for use while in motion or between such stations and fixed points on land 4 . aircraft. This generation phones were working on analog system. Cellular service is a global radio-based service providing two-way communications by dividing the serving area into a regular pattern of sub-areas called as cells. This was the first mobile phone technology that allowed international use of the mobile phone or socalled "roaming". Norway and Sweden. First Generation: 1G The first commercial cellular telecom was launched by NTT (Nippon Telegraph and Telephone) in Tokyo Japan in 1979. road vehicles. which are called as cells. from where it goes to respective destination. Cell phones / mobile phones are simple hand-held phones with built-in antennas. Base Station is a transmit/ receive unit responsible for controlling the transmission of a small geographical area called as a cell. Finland.between ships. Sender & receiver transmit their voice. and service automatically "handover" between two cells when a phone moved from one cell to the other. These base stations are Chapter 1 : Introduction A Study of Mobile Services From Customers’ Perspective located relatively close to each other. Each has a base station having a lowpower transmitter and receiver. .3 HISTORY OF CELLULAR MOBILE SERVICES Cellular mobile phone is a wireless telecommunication device comes with inbuilt mobility feature. These cells are responsible for transmitting and receiving the radio frequency signal. According to some specific communication characteristics the entire transmission range is divided into small areas. In 1981 the NMT (Nordic Mobile Telephone System) system was launched in Denmark. which is converted into sound waves. The first handheld mobile phone in the US market was the Motorola DynaTAC 8000X. 1. Mobile communication technology allows mobile users to avail the roaming facility. based on cellular networks with multiple base stations. & then these waves travels through network to base station.

This generation introduced new communication feature by sending text messages through phone. This process did not standardize on a technology. This service was named as SMS (Short Message Service). not all and so do not fulfill the promised high data rates or full range of multimedia services.Second Generation: 2G In the 1990s. called as 2.5G system. it uses the concept of multiple accesses. It also introduced some new additional features like ring tone downloading and game downloading. These generation mobile phones include some of the features of 3G. Multiple access means simultaneous transmission or access from many sources to one. Multiple access transmission can be achieved through: SDMA – Space Division Multiple Access FDMA – Frequency Division Multiple Access TDMA – Time Division Multiple Access CDMA – Code Division Multiple Access GSM is today’s most successful digital telecommunication system. Between 2G & 3G an intermediate system was developed. GSM & CDMA technology Digital cellular networks are the need of wireless extensions to establish the connection across the globe.2000 (IMT-2000) standardization processing. The first machinegenerated SMS message was sent in the UK in 1991. Third generation: 3G The third generation mobile phone system (commonly known as 3G) was launched with the inclusion of standardization process. but focuses on communication requirements. . It was standardized in the International Mobile Telecommunications . For performing the transmission Chapter 1 : Introduction A Study of Mobile Services from Customers’ Perspective among the mobile users. The first person-to-person SMS text message was sent in Finland in 1993. 'Second Generation' (2G) mobile phone system was introduced. Based on WCDMA (Wideband Code Division Multiple Access) technology the third generation phone was launched.

CHAPTER -2 LITERATURE REVIEW .

Theauthors analyzed that transactions via internet reduce the risk of data loss to customers. So. overviewed the opportunitiesfor effective utilization of the Internet with regard to the banking industry. They evaluated the services of banks viainternet as websites provide sophisticated line of products and services at low price.Electronic channels. The author stated that internet and othervirtual banking had significantly lower the cost structure than traditional deliverychannels. The researcher through a questionnaire found that 25% banks inthe UK were those already providing e-banking services. Daniel (1999). The author also emphasized that for adoption of internet banking. PC. 50% banks were testing ordeveloping such services while 25% were not providing any e-banking services. in his research paper. described e-banking as the newest deliverychannel offered by the retail banks in many developing countries. Restriction and limitation within organization tooperate the services and its market share or strength were viewed as important to decideand operate the e-banking services. Theanalysis of the study showed that security concerns and lack of awareness stand out asthe reasons for non-adoption of internet banking by Australian customers.Dannenberg and Kellner (1998).internet should be considered as a . in his research paper. customers should be providedmaximum choice and convenience. explored the factors affecting the adoptionof internet banking by Australian customers. in their study. etc. reshaping the43banks’ image into an innovative and technologically leading institutes. higher flexibility for bank employees. Sathye (1999). To make services more adaptable.chance to cut down expenses. Theresearchers found that banks could move one step further by entering into a strategicalliance with internet service provider. the bank of tomorrow stands to be feasiblewith today’s technology. So. The authorsevaluated that appropriate application of today’s cutting edge technology could ensurethe success of banks in the competitive market. it wasnecessary that the banks offering this service made the consumers aware about theavailability of such a product and explain how it adds value to the other products. The objective of thestudy was to analyze the current provision of electronic services of major retail bankingorganizations in the UK. However. the banks should encourage customers to use internet for bankingtransactions. digital TV and all these provide greater accessibility andservices at lower price.

RTGS.part of overall customers’ service and distributionstrategy.bank payments network. etc. Theauthor brought out that computerization of banks. Further. electronicchecks. These measures could help in rapid migration of customers to internet bankingresulting in considerable saving of operating costs of banks. . increase systematic efficiency and thus increasedproductivity and profitability. introduction of Real Time GrossSettlement System. usage of smart cards. emergence of services such aselectronic data interchange (EDI).Technology has helped in centralized data storage with decentralized processing whichhas helped in reduction of costs and NPAs. secrecy maintenance were certain issues which pose threats on usage44of electronic banking. security audit should be done which will be helpful inimproving customer service. Kamesam (2001) studied the changes that took place in the Indian bankingindustry which emphasized on technological advancements and profitability in banks. Developmentof e-banking products such as electronic billing. The main objective of the study was to understand thechanges that had taken place with the introduction of electronic commerce. the size of their branch network and extent of their supportto inter. but also reduced the operational cost. ATM. setting up of Infinet. Electronic Payment Products(such as ElectronicClearing Service) had ensured better resource management. Thesecould be minimized with a cost efficient electronic process. The challenges in banking sector were manifold but still theconstitution of National Payment Council by RBI and development of the integratedpayment and settlement system was a step in this direction to remove the obstaclescoming in the way of using electronic banking. establishing internet portals. However fear of hacking. Talwar (1999) examined the IT Revolution in banking sector which had not onlyprovided improved service to the customer. e-commerce. The author alsoemphasized upon the strategic and operational risks which arise in banking sector.Ecommerce had created new form of competition and compelled banks to make choicesabout the services they offer. Wenninger (2000) evaluated the emerging role of electronic commerce in banks. systematic efficiency andsubstantially reduced inter-branch reconciliation entries. all resulted in increasing the level of profitability and productivity of banks.tampering of data. had provided additional services to customers’. The author concludedthat in order to reduce crimes.

The 45 objective of the study was to see whether internet banking services were compliment or competitive to brick and mortar bank branches. However. yet as far as personal contact and direct information was concerned. attracted new customers and developed more customized services but at the same time it also requires huge investment. (2002) reviewed that information technology was rapidly changing the banking industry. Aki (2002) highlighted the impact of technology in banking sector. New technologies cannot replace the branch network but these can support old methods of the services. convenient and efficient services to the customers. Alu et al. The study evaluated the impact of IT on the banking industry in Nigeria.The researcher explored the major services of Swedish banks provided via internet. added value to the customers.Unninthan (2001) described the impact of e-banking adaptation on Australianand Indian banking sectors with the help of qualitative and quantitative analysis. ICT has had both inter-sectoral and intrasectoral impact. The author concluded that main goals of management of technology were to improve customer satisfaction. The author evaluated the structural change in Finnish banking sector from the period 1993 to 2002 which showed that 42 per cent of households have internet connection with banks and 90 per cent have mobile banking services. e-banking was a successful strategic weapon for banks toremain profitable in a volatile and competitive market place Yakhlef (2001) evaluated the services provided through internet and website. 86 per . infrastructure and mortar concept.However. in both the countries. Internet has reduced number of branches of banks. low PC penetration and consumer reluctance in ruralsector. brick and mortar was more preferable than internet. The analysis was done through a structured questionnaire and out of 260 respondents. The results of the study indicated that although internet banking provided more safe. Theresearcher found that Australia had a strong platform for e-banking growth with 37. India by comparisonwas played by weak infrastructure.7 percent of population willing to engage in e-banking mostly in urban areas due to literateyoung working population with discretionary income. But the professionals are compelling the government and bureaucracy in thecountry to support and develop new initiatives at a faster speed of internet banking. reduce cost and develop new methods to collect and analyze the customer information.

most of banking websiteswere from UK. relationship management will become more important. The researchers had chosen a case study of online foreign exchange developments at an investment bank. the combination of traditional and new delivery channels. The study highlighted . in their paper. The author described that there were more than 1500 websites of banks all over the world. Germany.5 per cent disagreed that IT had an effect on services rendered by the banks. 65 per cent multi-channel. explored the ethics of business to business electronic commerce with focus on banking sector. in their paper. The important areas include freedom of choice. Further.cent agreed that IT was really helping the banks. restructure and reconsider its institutional arrangements. Harris and Spence (2002). The author also found that in 2005. ethical rules and regulation to be followed so that ebanking could be widely acceptable among customers. Joseph and Stone (2003). transparency in transaction could be maintained.1 per cent agreed that IT had a great positive impact on services rendered by the banks and 66. if followed. internet banking and telephone banking has been used by the banks to reduce the cost of providing services. Gurau (2002) analyzed the situation of online banking in USA and Europe. Most of banks in USA had internet presence. 46 distribution channels used by banks included 10 per cent internet banking. phone and internet banking. Italy and France.10 per cent telephone banking and 15 per cent through bank branches. 83. explored that customer friendly technology such as ATM. can help to improve their productivity and profitability. The authors found that new technology has made the banks very competitive and profitable and internet has played a key role in it. Spain. Technology plays a vital role in delivery of banking service. Perception of bankers and customers regarding the use of internet wasexamined. trust and transparency of business-to-business transaction and limits to responsibility with regard to facilitation of fraud. while in Europe. They pointed out that as consumer usage of remote bank delivery channels increases. and to increase the customer loyalty and market share. The challenges of e-banking services would be successful for banks only if fraudulent activities could be controlled. Durkin and Howcroft (2003) evaluated that the banker-customer relationship was improved through mobile. The authors found that e-banking had forced the banking sector to recognize.

The researchers found that there seems to be a great variation in respect of services offered by three groups of banks. who were interested in new technology and positive towards it. The study showed that the proportion of people in Finland.93 per cent of GDP. was higher than anywhere else in the world. They used core services such as human element. The author further revealed that making payment via e-banking creates overall economy savings to the amount of 0. (2003) evaluated the electronic banking adoption in Finland. 14 private banks and 14 foreign banks for the period under study. Further. The authors had taken 15 public sector banks. expensive start up. systemization of services. All the Finnish banks offered a full range of internet banking services. Lustik (2003) analyzed the main criteria for successful inter-bank strategy and brought out benefits of e-banking from the viewpoint of banks. However. Mattila et al. and a profound research was needed to map its customer base for the enhancement of value creation process. Electronic banking was not a small application to computer fans and innovative adopters. who have adopted online banking. However. Sureshchander and Rajendran (2003). tangibility of services and social . bank managers should conduct periodic marketing studies to understand the level of technological services by the customers so that adequate service could be delivered at the right time. The author explained that banks in Estonia had achieved significantsuccess in the implementation of electronic banking. their clients and the economy in general. Laggards had extremely negative attitude towards it. Some were innovators. focused on investigating the important factors of customers’ perceived quality in banks of developing economy like India. security and ease of use of ATM machines appears to be the most important component for banking customers for the adoption of e-banking. location.that access. Some were early adopters and some were late adopters who have negative attitude towards it. The researchers also found that different people have different attitude towards new technology. security and lack of personal service were main hindrances in the use of electronic banking. banks should emphasize more on providing speedy and efficient service to the customers. The study also found that matured customers were late adopters of internet banking. The findings of the paper werehelpful to understand the main reasons and factors responsible for the rapid growth of electronic banking. in their paper.

while product innovation and knowledge development factors were found to have most significant effect on the success of banking kiosks and phone banking respectively.responsibility as critical factors. The study revealed that with help of ABC technique. Lympero and Chaniotakir (2004) evaluated the implication of e-banking adoption through a survey of the branch employees’ perception. It was also found that the decrease in transaction costs after introduction of electronic channels was slower than expected as existing traditional channels could not be closed at the same speed as the new electronic channels were introduced. banks can reduce and regulate some costs. Lustik (2004). The researchers framed a questionnaire of 527 branch employees and analyzed the existence of four distinct factors which were hard advantages. They described that prior to adoption of electronic channels like ATMs. customers service and foreign competition. They focused that branch employees’perception toward . The results of the study indicated that electronic channels provide cost saving for banks and their clients. The authors selected 17 commercial banks for the study. examined the implications of technological advances in the banking sector in Malaysia. The results of the study indicated that banks’ operation management was the main factor affecting the success of ATMs. i. PC and branch banking. tried to assess the profitability of electronic banking services for the banks. An empirical study was made through a 48 structured questionnaire. internet banking. They highlighted the advantages which influence the employees feel easy to adopt e-banking. the author explored the implementation techniques of activity based costing (ABC).. Yu and Boon (2003). in his study. market effects and risks. cost alienation.e. In order to analyze the cost structure for traditional and electronic channel transactions. it could be acceptable only if customers’ need could be satisfied at the right time in a right manner. investment costs must be identified to ensure a more cost-effective and efficient execution of echannel services. The authors analyzed the commercial banks in Malaysia via frequency analysis and factor analysis. in their study. They analyzed that three groups of banks in India seem to vary significantly in terms of service quality factors but from the customer perception of service quality. The results highlighted that electronic channels provide alternatives for faster delivery of banking services to the customers. kiosks. soft advantages.

They concluded that eight core capabilities (technical dynamic capabilities and business dynamic capabilities) provided a blue print for sustaining a bank’s ability to exploit e-banking. cost of training to employees and also the cost involved in creation of environment where the banks can operate smoothly. (2006) analyzed the impact of e-banking on brick and mortar banks through innovation model. The researchers’ analyzed 8 core capabilities to assistthe banks migrated to e-banking environment.e. The results of the study revealed that electronic banking services had a negative impact on the profitability of banks in the short run because of increased capital costs involved in technical and electronic infrastructure. The researcher recommended that banks need to carry out awareness and promotion campaigns to educate clients and aware them of feasibility through reduced . Their capabilities fall into two groupsrelating to configuration of existing business model. However. these services had a positive impact in the long run on the profitability of banks. the results provide a fair indication of what services e-banking users find useful and which group of customers were likely to use the services more. The study aimed at providing an overview of E-banking adoption in Malaysia. Siam (2006) evaluated the effects of electronic banking on the profitability of Jordanian banks. qualification. who used e-banking. Heng Michael et al. 85 per cent used it for savings bank facility. Evaluation of websites contained 32 elements.9 per cent.8 per cent used for third party transfer. 37 per cent for bill payment. They suggested that banks need to develop uniquely innovative services and products on the one hand and innovative business model that changes the way banks operate on the other. So.banking depends upon their position in branch hierarchy. Out of 53. 35. employers’ size and type of ownership.3 per cent for visa /master card and 30. The researchers overviewed that results of the study cannot be generalized to the general population. (2005) studied the impact of E-banking on Malaysian banking sector.8 per cent for current account facility. Nevertheless. The researchers analysed websites of the banks in order to know the impact of e-banking. in order to facilitate the Suleiman et al. 55. and banks profitability in particular. and a survey was conducted to obtained customers’ perspective of e-banking. their impact on banking services in general. The study investigated the reasons behind providing electronic banking services through internet.

The researcher studied that these methods had increased the use of core banking solutions. Epayment was required for handling large volume of business payment and remittances for hassle free. The author described that competition in banking industry had forced the banks to rethink the way they operate their business. However. Each one includes different categories of e-payment. The study was based on 88 banks comprising of public. private and foreign banks covering financial years from 1997 to 2005. improved customer service by cutting the delay in payment obligation. It includes RTGS. deferred net settlement system such as electronic clearingservices debit and credit. cost. Epayment had reduced the chances of fraud. and RBI should make efforts to strengthen the legal framework of electronic banking system. Banks had used internet banking as complementary channel to existing branch network. Singh and Malhotra (2007) made an attempt to discover factors affecting a bank’s decision to adopt internet banking in India. So. The author studied the performance of various Indian payment systems in the last three years in which RTGS emerged as the principal payment system in India for wholesale payment. data warehousing and data mining. retail payment system. i. Ramani (2007) studied the impact of e-payment system on Indian banking sector. Manoharan (2007) highlighted the e-payment system in India and its performance impact on Indian banking sector. large value payment system. electronic fund transfer and NEFT. high income and expenditure tend to use more technology. theauthor divided the payment system in India into three parts. The adoption of . effort and also to hold training courses for employees to understand the ebanking business strategies. In the paper.e. The study focused that having a huge opportunity of epayment system in India still 90 per cent of transactions were cash based.time. and retail electronic system. and paperless transactions. quicker and faster payment remittances at low cost.. The researcher highlighted various steps taken by RBI for the epayment. The results of the study showed that large banks having high fixed expenses. ebanking has made it possible to find alternate banking practices. the private and foreign banks were quick adopter to internet banking than public sector banks. an effort should be made to increase the use of e-payment. So.

profit potential and value network. . Further. the author discussed two bank models integrated banking model where the banks provide internet banking services as an extension to their basic services like ATM and phone banking. He also differentiated e-banking from traditional banking in five ways. market scope. The objectives of the study were to evaluate the difference between traditional and e-banking. in order to exploit technical and business capabilities of ebanking. People preferred to use online banking because of its availability. and to identify the core capabilities for the best use of e-banking. it is a kind of hybrid approach and the other was stand alone internet banking model. cost structure. The author analyzed that e-banking will be an innovation if it preserved both business model and technology knowledge. Suresh (2008) highlighted that recently developed e-banking technology had created unpredicted opportunities for the banks to organize their financial products. better performance. ubiquity.this innovation by other banks increases the probability that a decision to adapt will be made as it has increased the profitability and productivity of banks. However. banks should generate more customers inside and outside India so that more revenues could be generated that lead to better future of Indian economy. speed and its effectiveness. and disruptive if it destroys both the model and knowledge. Kautish (2008) described the paradigm shift of banking sector from traditional banking to online banking. The objective of the paper was to discuss the derivation of value added tool of online banking system which was used to attract new customers and retain the existing ones. profits. It helped the banks to acquire more business from existing customers. namely. value proportion. service delivery and marketing. So.

CHAPTER -3 INDUSTRY PROFILE .

accessing the information itself. the mobile network's capacity to transfer data will gradually exceed that of today's fixed telephone lines. GSM offers global wireless connectivity and the Internet offers access to a global information resources. The GSM and Internet technologies combined can offer personal portable Internet access. users will be able to access the Internet and corporate Intranets while on the move. The need to ensure that key information is quickly distributed to the people who can use it most effectively is what is driving the rapid growth in electronic mail and other Internet-based solutions. The success of GSM has shown the value that is placed on personal portable voice telephony. Users will be able to access personalized. GSM and Internet technologies are complementary. Internet usage has grown at a remarkable speed around the world. removing the ultimate obstacle still existing in our information society. The digitalization of telecommunications has brought about a very exciting path for the future development . location-based information resources. The mobile phone came on the second wave. mobility and the Internet arrives to us on the third wave. In the course of coming years.INTRODUCTION TO TELECOM INDUSTRY The Need for Information: In today's corporate environment. the telephone eliminated the obstacle of distance. Now the combination of telephony. and the successful company is the one acquiring and disseminating vital business information most efficiently. and send electronic . the single most important business resource is information. have mobile videoconferences. removing the obstacle of location. the Internet has gone from a limited access academic network to a worldwide web of public and private databases routinely accessed by millions of people. quickly and cost-effectively. The so-called 3rd generation of mobile telecommunications will greatly enhance the scope of sophisticated mobile services and applications. In only a few years. More than a hundred years ago. Through GSM.

In only a few years.postcards through smart and seamlessly functioning mobile devices. Relative economic advantages other than information have begun to disappear. and the capability to work in a global context. and Nokia forecasts that by the need of 2005. The phone is becoming a totally personal communications tool. Receiving text based internet content on a mobile phone or sending graphical pictures over the air are already today's realities. Mobile Communications today represents the largest consumer electronics industry in the world. the ability to anticipate and understand change. the way a mobile phone is used is changing rapidly. the 3rd generation will truly unleash the global wireless information society. We are nevertheless still in the early stage of the communications industry and the full consequences of digitalization and other ground breaking new waves are yet to be seen. As mobile network evolve and allow for higher data transmission rates. They have been replaced by better skills. In just a few short years. allowing multimedia content to be retrieved and sent by the terminal. and we terminals. will have more and more information content being delivered to mobile . we will see picture messaging turn into multimedia messaging. The improvement of telecommunications has empowered us and has equalized economic opportunities. there will be a total of 10 billion mobile phone users in the world. This development has fundamentally changed the lives of some 450 million people in the world already. Timing and content become more and more relevant to competitiveness. At the same time. the mobile phone changed from being an exclusive business tool to a device for everyone's pocket.

CELLCULAR INDUSTRY IN INDIA Cellular Telephony - the technology that gives a person the power to communicate anytime, any where - has spawned an entire industry in mobile telecommunication. Mobile telephones have become an integral part of the growth, success and efficiency of any business / economy. the most prevalent wireless technology in the world today, is GSM. The Government of India recognizes that the provisions of a world class telecommunications infrastructure and information is the key to rapid economic and social development of the country. It is critical not only for the development of the Information Technology industry, but also has widespread ramifications on the entire economy of the country. It is also anticipated that going forward, a major part of the GDP of the country would be contributed by this sector. Accordingly, it is of vital important to the country that there be a comprehensive and forward looking telecommunications policy which creates an enabling framework for development of this industry.

New Telecom Policy: Telecommunications is now universally recognized as one of the prime movers of the modern economy, hence its vital importance for a developing country like India. The availability of adequate infrastructure facilities is critical for acceleration of the economic development of any country. According to a world Bank study, a 1% increase in teledensity leads to a 3% increase in growth of GDP. Accordingly, the government of India has accorded the highest priority to investment and development of the telecommunications sector. Telecom requires very heavy investment and it was not possible for the Indian Government to organize public funding of this sector on such a massive scale. It was for this reason that the telecommunications sector was liberalized in 1992 when the Government invited private sector participation in telecom with a view to bridging the vast resource gap between government funding and the total projected fund

requirement. Licenses were awarded to private sector to operate basic and cellular services throughout the country. The whole country was divided into the 4 metropolitan cities of Delhi, Bombay, Calcutta and Madras and 19 telecom circles which were roughly analogous with the States of India.

The GSM Association (Global System for Mobile Communications) was instituted in 1987 to promote and expedite the adoption, development and deployment and evolution of the GSM standard for digital wireless communications. The CDMA (Code Division Multiple Access) is another technology for mobile telephone which was introduced in India by the Pioneer Tykoon Company in Business of Petroleum and Petro Products Reliance to cater the last hopes of their founder Late Dhirubhai Ambani. GSM is today, the world's leading digital standard accounting for 68.5% of the global digital wireless market in 1998 which has dropped to 61.5% after the introduction of CDM by Reliance which has added 1 crore of customers in just a time span of 3 years, along with which TATA Indicom (A Group of RATAN TATA Enterprise) has also added to the CDMA revolution. Although cellular licenses were made technology neutral in September 1999, all the private operators were offering only GSM services till then. But after ULR (Unified Licence Regime) in 2002 both CDMA and GSM have not got level playing for them and both will have to provide VAS (Value Added Services) to promote their technology.

AirTel. a vibrant new world of unlimited opportunities. WAP. and achieve.. The company also provides fixed line. It is India's finest mobile service (awarded the coveted 'Techies Award' for the best mobile service 4 . to dream . It provides a world of new hopes.. group data and enterprise services. emotions and feelings. AirTel brings its customers to a new world.BHARTI TELE-VENTURES LTD. SIM and more to give customer the unlimited freedom to communicate just the way you want to. Intelligent Networks. GPRS. During FY-04 mobile customers have more than doubled to 33 mn subscribers..7 mn at the ends of July 2004.5G..7mn were fixed line subscriber. With world class technology including 2. and opportunities. 32K. aspirants. AirTel's mobile services bring customers exciting and innovative new ways to communicate. Telecom is fastest growing industry. Introduction to AIRTEL: In India. of which about 8 mn were mobile subscribers and 0. Together they represent a sensitive. dreams. Its mobile telephony services are operated under "Airtel" brand. various regulatory changes have occurred that has changed the entire face of the industry.. a new beginning. long distance. Where 'tel' connotes new innovative yet simple way to communicate spontaneously. Where 'Air' symbolises a world of unlimited freedom to think. contemporary. The total subscribers have grown at a CAGR of 121% during same period... During the year. The company is largest GSM Mobile Service provider in the country with the market share of 26%. The company's fixed line subscribers have grown at CAGR of 118% and mobile subscribers at 121% from Mar 1999 to May 2004. confident symbol for those who believe in true leadership. The company has a subscriber base of 8. not just through worlds but ideas.. with growth coming mainly from the mobile segment. Bharti Tele-Ventures is one of the leading private sector telecommunications services provider of the country..

Mobile Business: Mobile services constitute largest portion of the companies business in terms of revenues and total customers. company operates in five circles of Delhi. The mobile group provides services to 17 out of 23 circles and intends to commence providing services in six remaining circles to have all India operations. 32. Long Distance Business: In this segment.Post Paid and Prepaid AirTel Post Paid connection is a service recommended for regular users.7 bn accounting for 15% of the company's consolidated revenues. Mobile business revenue of Rs. Company 's Business: The company's business is divided into two main division the 'Strategic Business Groups' namely the Mobile services and Infotel services. During FY-04.8 bn accounts for 65% of the company's consolidated revenues. Tamil Nadu. Haryana. the company had 0. . the company operates national long distance and the international long distance services under the brand name 'Indiaone'.years in a row) that everyday touches the lives of 600 million people across 16 states in India. At the end of July 2004. Products: AirTel Offers two kinds of services . The business registered consolidated revenues of Rs. Karnatka and Madhya Pradesh. the company entered into agreement with the VSNL to share its national long distance backbone. 7. Fixed Line Business: In the Fixed line segment. The company is largest GSM mobile service provider with over 8mn subscriber base and around 26% market share at the end of July 2004. This connection allows you to pay for your usage on a monthly basis and roam throughout India and around the world.7 mn Fixed Line customers.

It gives more exciting. which gives ready to use. Truly. 32k SIM: AirTel provides new world of unlimited opportunities . India's leading integrated telecom service provider. Balance on screen and balance on demand notification can be easily erased from the screen by pressing the cancel or the No button of your handset. The 32k SIM card is same as other SIM card except that it comes with more memory and a built in browser. It has a pre-activated STD/ISD call facility. just when one want to . . not just through words but ideas. innovative yet simple new ways to communicate. It comes to you from Bharti Enterprises. Pre-activated STD/ISD: AirTel Magic comes loaded with STD and ISD facility and you do not have to bother about paying deposits or having minimum balance in your account to make an STD/ISD call. Balance on demand. you can also get to know your account balance by simply dialing *123# and then pressing the OK or YES or &. Your account balance is displayed on the screen of your handset within a few seconds. AirTel Magic: AirTel Magic Prepaid mobile card. mobile connection. The advantage of Balance on Screen service is that you get to know the remaining balance at the end of each call.Prepaid service AirTel Magic is prepaid mobile card. emotions and feelings. SERVICES OF MAGIC: Balance on Screen: AirTel Magic provides you with your account balance at the end of each call as a text notification which is displayed on the screen of your handset. it's something that will open up a world of possibilities for your.

you can use your AirTel Magic till the last rupees. and the number calling you is also displayed. Whether in Punjab or while roaming. Call Wait: This facility allows you to receive an incoming call.Prepaid Roaming: AirTel Magic is the first prepaid mobile card in the country to provide. You may put the first call on hold and make another call at the same time. even while you are connected to a call already. This even allows you to switch between two calls. even while you are connected to a call already. anywhere in world. Call Hold: This facility allows you to make another call. Call Divert: This feature facilities you to divert your incoming calls to another mobile or landline whenever you like. All India Incoming Roaming. . All so personal and economical. You are altered with a special tone whenever you get another call in the middle of one call. SMS (Short Messaging Service) Now you can send and receive text messages to and from anyone. Calling Facility till the last rupee. You don't have to bother about a minimum balance required to make any calls. Outgoing call charges are levied when you divert your incoming calls as per applicable tariffs.

their business place and with their homes too. There can be a lot of factors influencing the buying behaviour like price of product. Price factor has more importance in his/her mind. paying capacity of consumer. The rural consumer can not afford the cell phones. 2. The limitations of a company in the view of consumers can threaten its position in the existing market and throw it out of the competition. to be in contact with their workers. There are some aspects of consumer behaviour choice of technology (CDMA or GSM) for Mobile in Yamuna Nagar.e. A consumer is the king of the market so before the manufacture of any product the knowledge of consumer behaviour is very important to provide them a quality product. The potential of sale of Cell phones is more in urban area than in the rural area. look of product. So they want very reliable service and do expand more money to cater their needs. but by the increasing . educational behaviour of the consumer and many more factors could be accountable for the same. mobility purpose etc. I found that the consumer is brand oriented i.CONSUMER SATISFACTION OF GSM & CDMA TECHNOLOGIES WITH REGARD TO AIRTEL & RELIANCE INFOCOMM Main aim of every company to achieve maximum profit through maximum sales and provide maximum satisfaction to the consumer. 1. age & sex of consumer. In the Urban area the people buy the Cell phones for the business. 4. 3. By the study of Yamuna Nagar. the general consumer also does think about the brand. In the rural area there is a week link of Signals (both for GSM & CDMA) available so there is less number of consumers and they are not pretty much satisfied.

anywhere recharge facility at a cheaper rates. anytime. .trend of CDMA mobile phones the rural people have also started buying mobile phones as their operating cost is less both on company and consumer. 5. Consumers are now preferring CDMA mobiles over GSM because of their usage its utilities like internet options.

but was also a quintessentially modern man . 99. had an acute sense that education alone empowers people. Initially it started off as WLL mobility service operator then finally turned on to CDMA value free roaming service provider moreover like other operators. India as the most competitive. galvanise governance. that the entire growth was achieved in an organic manner and in a span of just 25 years. This achievement is even more significant due to the fact. Ambani (1932-2002) is India's largest business house with total revenues of over Rs. Dhirubhai Ambani was of the conviction that infocomm would energise enterprises. The Group: The Reliance Group founded by Dhirubhai H. then land line and followed by new RIM prepaid conversion policy.the man of the new millennium.6 billion). Initially commenced with selling of post paid . cash . make livelihood an enjoyment. It is a major initiate to translate his inspiring dream into reality. Reliance Infocomm is a fascinating outcome of this powerful conviction. learning an experience. Dhirubhai's Reliance not just firmly rooted in traditional Indian values. Introduction to the Company: Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in the Global Fortune 500 list.000 crore (US$ 22. 2002. Founder Chairman of the Reliance Group. Reliance Infocomm launched the services on 28th December. and living an excitement. Dhirubhai Ambani.RELIANCE INFOCOMM Introduction: Telecom seeks as talked off all over. booming sector with more competitors in addition to pharmaceutical and insurance sector.

The Group exports its products to more than 100 countries the world over. Reliance Group revenue is equivalent to about 3. 6.8 billion). and over 6% of India's exports. The Reliance Group Companies include:         Reliance Industries Limited Reliance Capital Limited Reliance Industrial Infrastructure Limited Reliance Telecomm Limited Reliance Infocomm Limited Reliance General Insurance Company Limited Indian Petrochemicals Corporation Ltd. refining and marketing. 12.900 crore (US$ 3. (Reliance Energy Ltd.4 billion) and exports of Rs. national and international long distance services. Reliance emerged as India's Most Admired Business House. 15.profit of Rs. textiles. The Group contributes nearly 10% of the country's indirect tax revenues. covering mobile and fixed line telephony including broadband. BSES Ltd.1 million . Net profit of Rs. The group's activities span exploration and production (E&P) of oil and gas.5% of India's GDP. telecom and infocom initiatives. power.500 crore (US$ 2. .200 crore (US$ 1. and intermediates). Reliance is trusted by an investor family of over 3. polymers. petrochemicals (polyester.India's largest.6 billion). financial services and insurance. for the third successive year in a TNS Mode survey for 2003.) Infocomm Business: Reliance Infocomm is offering a complete range of telecom services. data services and a wide range of value added services and applications that will enhance productivity of enterprises and individuals.

the backbone also has an IP architecture and uses MPLS . Besides circuit switched technologies. Products:       Mobile Telephony Fixed Line Telephony Braodband National and International Long distance service Data Services Value added services and applications Technology Infocomm is the synergy of information and communication services brought about by the digitalisation and convergence. Reliance Infocomm is revolutionising telecommunication in India by provisioning services that would match with the leading operators of the most developed countries. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. The core of the network consists of fiber deployed throughout the country. Shri Dhirubhai H. transmission and access technologies. Ambani. These services are the outcome of state-of-the-art network technologies that have been inducted in the Reliance Infocomm network. the first of Infocomm's initiatives was launched on December 28. Infocomm is not only a driver of growth but also competitiveness. 2002. Our network consists of the latest switching. the 70th birthday of the Reliance group founder. In the fast omoving and competitive knowledge era. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. Deployed over the fiber media are the DWDM and SDH transmission technologies in ring topology to provide ultra-high bandwidth capacity and failure proof backbone.Reliance India Mobile.

CDMA 1X provides an in-built connectivity to Internet which gives users the power of accessing internet and data services anytime.technology to carry data on an overlay network. These systems help make our operations more efficient and customer friendly. minimal interference with other electronic devices) and high speed data capabilities. the state-of-the-art NOC help us monitor our entire network at place. . These switching technologies will enable us to provide high quality of voice and data services to give a new experience to users. The advanced design and architecture of Reliance India Mobile network effectively integrates high bandwidth wireless data capability of CDMA 2000 1x technology. custom made software and hardware on Reliance India Mobile handsets. CDMA is popular with over 135 million subscribers worldwide. The entire network is seamlessly integrated with the deployment of a range of operations and business support systems (OSS/BSS). The switching technology deployed in our network is based on a combination of wireline and wireless switches. and the number is increasing exponentially. Next Gen Technology: Reliance India Mobile brings CDMA IX-a 3G (third generation) technology with superior voice quality (less call drops. Finally. the most important aspect of our services is the range of feature-rich CDMA 1x handsets with wider colour display at attractive prices. In addition. the CDMA 1X based wireless switches are advanced enough to provision not only quality spectrum efficient voice services but also 144 kbps of data rates basides SMS and MMS services. Call center technologies deployed would help us give the best customer service. reduced background noise. All handsets are data enabled that will permit users to access our bouquet of services. In addition gigabit ethernet will provide broadband services on wireline access. While state-of-the-art digital feature-rich wireline switches will meet the growing needs of Indian corporates.

Wireless network being rolled out in 600+ cities / towns initially.on demand services.   3. expanding to 1100 cities in November 2004 and the entire landmass of India by 2005. . Network with superior reliability.000 kms of optic fibre backbone that connects over 90% of India's population.588 Base Transceiver Stations (BTSs) across the country.powerful servers running on indigenously developed Reliance Application Platform (RAP) and Reliance Infocomm's nationwide fiber optic backbone with terabit capacity. Coverage: PAN India Network and Town Coverage:   60. necessary for audio and video . This unique combination of technologies enables Reliance India Mobile phones to have hitherto unavailable broadband capability. for wireless network.

receive. Call divert allows you to divert calls within your SDCA. 3-way call conferencing allows mobile handset. Reliance International Roaming.    Call hold allows you to put a current call on hold and make a second call. Call waiting allows you to receive an incoming call while already engaged in one call. a conference between 3 persons from your .  CLIR (Call Line Identification Restriction): Enables you to block presentation of your own number on a called person's phone. Start Value Roaming. The widest world coverage.  CLIP (Caller Line Identification Presentation): enables you to view the number of the calling person when you receive a call. relatives and business associates across the world.     Value Roaming Stop Costly Roaming.Services:  Reliance India Mobile offers you a host of value-added services: Itemised Billing Bill with details of all local/STD/ISD and roaming voice calls made.  International SMS enables subscribers to send. Voice-mail service 24 hours personal call answering service. reply and forward simple text messages to friends.

CHAPTER .4 OBJECTIVES & RESEARCH METHODOLOGY .

 To the improvement the customer want in their preferred brand of mobile service.  To determine the level of satisfaction of customers using their preferred brand of mobile service. To study the main technological hitches and flaws in CDMA and GSM techniques. The main aim of research is to find out the hidden truth.OBJECTIVES OF MARKET RESEARCH The purpose of research is to discover answers to questions through the application of scientific procedure. Following are the objectives:  To determine the preferred choice of mobile service provider (in technology segment) across consumers and the reasons for such preference. .   To compare the CDMA and GSM techniques.

It is an academic activity as such the term should be used in the technically sense. . It may be understood as the science of studying how research is done scientifically. when we talk of research methodology we not only talk of research methods but also consider the logic behind the methods we use in the context of a research study and explain why we are using a particular method or technique. Research is thus an original contribution to the existing stock of knowledge making for its advancement. It is actually a voyage of discovery. Research methodology is way to systematically solve the research problem. Some people consider research as the movement from the known to the unknown.RESEARCH METHODOLOGY Research is an art of scientific investigation. The advance learners dictionary of current English lays down the meaning of Research as a careful investigation or inquiry specially through research for new facts in any branch of knowledge. Thus.

Furthermore the study will tackle the products of the company.Statement of Problem: My research deals with Comparative Study of Services rendered by Airtel and Reliance Infocomm in Yamuna Nagar area. their rates and price worthiness. The questionnaire has been designed on the basis of customer's choice that if there is a way where they would change their present mobile service. Research Methodology consists of the following steps:      Type of Research Design Data Collection Method Sample Size Sampling Area Selected Instrument or Tools Used . The study is precise and comparative in nature as it involves two mobile service providers which provide different mobile transmission technologies.

A flexible research design provides an opportunity for considering many different aspects of a problem. time and money. .Type of Research Design: Research Design states the conceptual structure with in which research would be conducted. Fundamental: Applied research aims at finding a solution for an immediate problem faced by a society or an industrial / business organization. (ii) Applied vs. The basic type of research are as follows: (i) Descriptive vs. Its function is to provide for the collection of relevant evidence with minimum expenditure of efforts. whereas fundamental research is mainly concerned with generalizations and with the formulation of a theory. analytical: Descriptive research includes surveys and fact finding inquiries of different kinds whereas analytical research is concerned with secondary data providing precollected facts.

(iii) Quantitative vs. Qualitative Research: Quantitative Research is based upon the measurement of quantity or amount. (iv) Conceptual research: This is that related to some abstract idea (s) or theory. . Qualitative research on the other hand is concerned with qualitative phenomenon.

stratified random sampling was done where the respondents were classified into well defined classes or strata that were distinct from each other. 3. Websites Yellow Pages Data provided by Company Officials Method of Data Collection: Primary and Secondary Source for my study. Size of Sample: The sample size is 50 consumers. Sampling Area: Yamuna Nagar Instruments and Tools Used: • • • Tables Pie-Charts Histograms .DATA COLLECTION Source of Data: Primary Data: Questionnaire Secondary Data: 1. In this case. 2.

CHAPTER -5 DATA ANALYSIS & INTERPRETATION .

paid connections. .DATA INTREPRETATION AND ANALYSIS 1. Which connection do you own at present? Connection Pre-paid Post Paid %age of Respondents 74 26 Post-paid 26% Pre-paid 74% Interpretation: According to my survey. 74% of my respondents are having pre-paid connection because they think these connections are easy to maintain and 26% of them having post.

27% of them have personal needs and 14% of them are having it because their friends are having it.2. . 29% of them buy it just for the sake of status. What is you reason for the purchase of a Cellular phone? Reason Professional Needs Personal Needs Just for the sake of status Because your friends have it 35 30 % of respondents 25 20 15 10 5 0 Professional needs Personal needs Just for the sake of status Because your friends have it REASON 14 30 27 29 %age of Respondents 30 27 29 14 Interpretation: Maximum of my respondents purchase cellular phone for professional needs 30% of respondents said it.

. 30% of them are influenced by friends / relatives and rest 25% purchased cell phone influenced by family. Who influenced you to buy cellular phone? Influencing Factor Friends / Relatives Family Advertisement %age of Respondents 30 25 45 Friends/Relatives INFLUENCING FACTOR 30 Family 25 Advertisement 45 0 5 10 15 20 25 30 35 40 45 50 % of respondents Interpretation: Data in table above reveals 45% of respondents are influenced by Advertisement.3.

4. 61% are using GSM technique base mobiles and 39% of them are using CDMA technique base phones. . Which mobile service are you using? Mobile Service CDMA (Reliance) GSM (Airtel) 61 %age of Respondents 39 CDMA (Re liance ) 39% GSM (AirTel) 61% Interpretation: In my survey I found maximum users.

5. . Which company covers the wider area? Company Reliance Airtel %age of Respondents 70 30 Airtel 30% Reliance 70% Interpretation: 70% of the respondents feel that Reliance Infocomm has wider coverage Area than Airtel while the rest of the 30% of respondents feel that Reliance has a wider coverage area.

.6. Which mobile service you find more user friendly? Mobile Service CDMA GSM %age of Respondents 48 52 CDMA 48% GSM 52% Interpretation: Tabular and graphical view above shows 52% of respondents find GSM more user friendly and according to 48% respondents CDMA is more user friendly.

.7. Which technology do you prefer? Technology CDMA GSM Don't Know %age of Respondents 38 42 20 45 40 35 % of respondents 30 25 20 15 10 5 0 42 38 20 CDMA GSM Technology Don't know Interpretation: Data reveals 42% of respondents prefer GSM technique. 38% of them prefer CDMA technique and 20% of them don't know.

What is the reason for preference for a particular service technique? Reason Cost effective Better service Fewer Disturbances More Coverage More Value Added Services 08 %age of Respondents 28 22 15 27 More Value Adde d Services 8% More Cove rage 27% C ost Effective 28% Fe wer Disturbance s 15% Be tte r Se rvice 22% Interpretation: Data in table above reveals maximum respondents give preference to cost effectiveness.8. 22% of respondents give preference to any service because of better service. 27% goes for more coverage. 15% chooses particular service because of fewer disturbances and 8% chooses it because of more value added services. .

What kind of facilities you want from your present mobile service provider? Facilities Free SMS Lesser Call Rates Free Roaming Facility Data Transmission Services 20 %age of respondents 36 30 14 40 35 30 % of respondents 25 20 15 10 5 0 36 30 20 14 Fre e SMS Le sser Call Rate s Free Roaming Facility Data Transmission Se rvice s FACILITY Interpretation: My survey reveals maximum of my respondents are college students and they want free SMS 36% of them said it. .9. 30% of them want lesser call rates. 20% of them want data transmission services and 14% want free roaming facility.

24% of my respondents say GSM service has low tariff plans and 49% finds CDMA tariff plan low. 26% respondents find GSM high and 19% finds CDMA high. in comparison to the other GSM (%) Low Average High Very High 24 42 26 8 CDMA (%) 49 32 19 0 service providers? 60 49 42 % of respondents 40 32 30 24 20 26 19 50 GSM (%) CDMA (%) 10 8 0 Low Ave rage High Ve ry High 0 SATISFACTION LEVEL Interpretation: According to my survey. How can you rate the service tariff plans you own. there are 8% respondents who say GSM plan is very high and I found no body who say CDMA plans are very high. 42% of them say GSM plans are average and 32% say CDMA plans are average. .10.

11. What kind of satisfaction do you get from your mobile service provider? Satisfaction Level Excellent Good Satisfactory Poor %age of respondents 12 42 36 10 Poor 10% Excelle nt 12% Good 42% Satisfactory 36% Interpretation: Data in table above reveals that 42% respondents got excellent service. 42% say it is good. . 36% of them find it satisfactory and 10% say it is poor.

CHAPTER -7 FINDINGS & SUGGESTIONS .

• Maximum respondents are satisfied with the mobile service provider they use while very few have rated it poor. With regard to CDMA technique.Findings • • As far as the user friendly that no mobile service is concerned the customer give equal weightage to both CDMA and GSM. Maximum respondents using the GSM technique have rated their service tariff plans to be average while a very low percentage has voted it very high. • • Facilities which are desired the most by the customers are free SMS and Lesser Call rates from their present mobile service provider. More than 50% of respondents prefer a particular service technique due to its cost effectiveness and coverage area followed by better service and fewer disturbances. nearly half of the respondents have voted their service tariff plans as low and nearly 20% have rated it high. .

(4) (5) (6) (7) (8) Airtel can promote its GSM technology by bringing a responsible deduction in the price. Both the companies should introduce the kind of service tariff plans which promote the role of their post paid connections. The Reliance Infocomm. Airtel Company is suggested to make efforts to increase its coverage . Free Roaming can be introduced by Airtel to remain at par with the competition in the market. should emphasize on more effective advertisement to ensure better sales.SUGGESTIONS (1) (2) (3) area. Reliance Infocomm can reduce the Network problem in the connection by constructing more cells sites in the small cities like Yamuna Nagar. Their must be an arrangement of Well trained customer Care Executives on line by Reliance Infocomm to ensure customers best satisfaction. Both the companies should make a policy to ensure more Value Added Service and fewer disturbances in their connection.

CHAPTER -8 CONCLUSION .

Together they represent a sensitive. which is only 40 mn. Since past few years consumers prefer wireless mode of telephone services to wire line services.6 mn compared to wire line services.The booming revolution in Information Technology sector has pushed the India’s telecom market significantly. India has shown tremendous growth in past few years in terms of cellular services. not just through worlds but ideas. confident symbol for those who believe in true leadership. In number1. Where 'Air' symbolizes a world of unlimited freedom to think to dream and achieve. and now become an important asset in today’s busy life. Where ‘tel’ connotes new innovative yet simple way to communicate spontaneously. contemporary. As per the survey report conducted by voice & Data by the end of Feb 2008 the mobile subscribers number has reached to 246. AirTel a vibrant new world of unlimited opportunities. Cell phones have become the necessity in today’s competitive environment to meet the emerging global economy. . emotions and feelings. Cell phones are a vast improvement over the telecommunications technology of the past.

BIBLIOGRAPHY .

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ANNEXURE .

Which company covers the wider area? Reliance Airtel 6. What is your reason for the purchase of a Cellular phone? Professional Needs Personal Needs Just for the sake of status Because your friends have it 3. Which technology do you prefer? CDMA GSM Don't know __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ __________ . Which connection do you own at present? Pre paid Post Paid 2. Which mobile service are you using? CDMA (Reliance) GSM (Airtel) 5. Which mobile service you find more user-friendly ? CDMA GSM 7.QUESTIONNAIRE Name Age/Sex ________________________________________ ________________________________________ Address/Profession________________________________________ 1. Who influenced you to buy Cellular phone? Friends / Relatives Family Advertisement 4.

.

What kind of facilities you want from your present mobile service provider? Free SMS Lesser Call Rates Free Roaming Facility Data Transmission Service __________ __________ __________ __________ . What is the reason for preference for a particular service technique? Cost effective Better service Fewer disturbances More coverage More Value Added Services __________ __________ __________ __________ __________ 9.8.

How can you rate the service tariff plans you own. What kind of satisfaction do you get from your mobile service provider? Excellent Good Satisfactory Poor __________ __________ __________ __________ . in comparison to the other service providers? Low Average High Very High GSM __________ __________ __________ __________ CDMA __________ __________ __________ __________ 11.10.

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