You are on page 1of 101

A STUDY ON COMPETITIVE STRATEGIES FOLLOWED BY MTS,

SISTEMA SHYAM TELESERVICES LTD, BANGALORE

Project Report Submitted to Bangalore University in partial


fulfillment for the
Award of Graduate Degree of
Bachelor in Business Management.
Submitted by
Amrit Kumar Bushal
Reg No. 13VQC24009
Under the guidance of
Mrs. Sujitha Paul .H
Head of department (management)

DEPARTMENT OF MANAGEMENT STIDIES


St. George College of Management and Science
3rd main, 4th cross, OMBR layout, Banaswadi.
Bangalore 560043
2015 - 2016

1 | Page
DECLARATION
I, hereby declare that the project report entitled as A STUDY
ON COMPETITIVE STRATEGIES FOLLOWED BY SSTL (SISTEMA
SHYAM TELESERVICES LIMITED) MTS is a record of
independent research work carried out by me, under the
guidance of Mrs. Sujitha Paul. H for the award of bachelor in
business management degree.

I, declare that the facts and data in this project report are true
to the best of my knowledge and belief

Date:

Place: Amrit Kumar Bushal

Reg no.13VQC24009.

2 | Page
ACKNOWLEDGEMENT
I consider it as my privilege to express a few words of my
gratitude and respect to all those who guided and inspired me
in completing this project work.

I also express my profound sense of gratitude, indebted


towards Chairman, Principal and faculty members of St.
George College and I am thankful to my guide, Mrs. Sujitha
Paul .H (faculty guide) who gave me her guidance ,support,
encouragement and valuable suggestions throughout the
project which is very important to me in order to complete my
project successfully.

I am thankful to Sri Sai Enterprise for giving me the


opportunity to carry out this project.

I thank God for his blessings throughout my course.

Place:Bangalore AMRIT
KUMAR BUSHAL

Date: 4/4/2016
Reg.13VQC24009

3 | Page
TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Amrit Kumar Bushal Reg.no.13VQC24009 student of


Bangalore University from St. George College of Management and Science,
Bangalore has successfully completed his marketing project work on the topic A
STUDY ON COMPETITIVE STRATEGIES FOLLOWED BY SSTL (SISTEMA
SHYAM TELESERVICES LIMITED) MTS from 16/01/2016 to 29/03/2016. All the
data collected by him are authentic and project has been done in our guidance.

We wish him all the best for his future endeavors

4 | Page
SL.NO CHAPTER PAGE NO

1 INTRODUCTION 1 13

2 RESEARCH DESIGN 14 16

3 COMPANY PROFILE 17- 33

DATA ANALYSIS AND


4 34 72
INTERPRETITION

FINDINGS,
5 SUGGESTIONS AND 73 75
CONCLUSIONS.

BIBLIOGRAPHY

ANNEXURE

LIST OF CONTENTS

5 | Page
LIST OF TABLES

SL.NO TITLE PAGE NO

1 The age group of respondents.

2 The gender of respondents

3 Marital status of the respondents.

6 | Page
The occupation of the respondents.
4
Monthly income of the respondents.
5

6 Types of internet connection used by respondent.

7 Internet service used prior to mts by respondents.

8 Internet usage of respondents per month.

9 Mts gadgets used by respondents.

10 The reasons for using mts by respondents

11 Competitor providing better tariff than mts

12 Respondent satisfaction on tariff plan of MTS.


Schemes of mts that attracted most of the
14
respondents.
15 Postpaid users and prepaid users respondents.

16 Promotional activities that are most liked by


the respondents

17 Duration of internet service used by the respondents.

18 Improvement made by mts in recent times

7 | Page
19 Rating and favoritism shown by respondents towards
MTS.
20 Suitable media vehicle for mts according to
respondents
21 Respondent who faced the problem while using mts
internet service.

22 Types of problem faced by the respondents

LIST OF GRAPHS

SL.NO TITLE PAGE NO

1 Age group of the respondents.

2 Gender of the respondents

8 | Page
3 Marital status of the respondents.
The occupation of the respondents.
4
Monthly income of the respondents.
5

6 Types of internet connection used by respondent.


The competitors who are threat to mts company
7

8 Internet usage of respondents per month.

9 Mts gadgets used by respondents.

10 The reasons for using mts by respondents

11 Competitor providing better tariff than mts

12 Respondent satisfaction on tariff plan of MTS.


Schemes of mts that attracted most of the
14
respondents.
15 Postpaid users and prepaid users respondents.

16 Promotional activities that are liked by the


respondents

17 Duration of internet service used by the respondents.

18 Improvement made by mts in recent times.

9 | Page
19 Rating and favoritism shown by respondents towards
MTS.
20 Suitable media vehicle for mts according to
respondents.
21 Respondent who faced the problem while using mts
internet service.

22 Types of problem faced by the respondents.

10 | P a g e
CHAPTER-1

INTRODUCTION

INTRODUCTION TO MARKETING

Dr. Philip Kotler defines marketing as the science and art of exploring, creating, and delivering value
to satisfy the needs of a target market at a profit. Marketing identifies unfulfilled needs and desires

11 | P a g e
Marketing is the process of communicating the value of a product or service to customers. Marketing
might sometimes be interpreted as the art of selling products, but sales is only part of marketing. As the
term marketing may also consist of competitive market among different companies. A competitive
market is one in which a large numbers of producers compete with each other to satisfy the wants and
needs of a large number of consumers. In a competitive market no single producer, or group of
producers, and no single consumer, or group of consumers, can dictate how the market operates. Nor can
they individually determine the price of goods and services, and how much will be exchanged.
Competitive markets will form under certain conditions.

From a societal point of view, marketing is the link between a societys material requirements and its
economic patterns of response. Marketing satisfies these needs and wants through exchange process and
building long term relationships.

OBJECTIVES OF MARKETING

The set of objectives necessary for successful marketing management includes,


Capturing marketing insights
Connecting with customers
Building strong brands
Shaping the market offerings
Delivering and communicating value
Creating long term growth
Developing marketing strategies and plans.

NEEDS FOR MARKETING

1. A marketing plan makes a sense of our business environment when developing our marketing strategy
our need to take account of our customers, our competitors, and all the factors that could affect our
ability to operate effectively in the marketplace: the social, legal, economic, political and technological
issues that impact on our business. The likelihood is that these will be a complex mix, becoming more so
12 | P a g e
as our look into the future. Some aspects will be more important than others, and the process of
developing a marketing plan will help you decide where you should place your priorities.

2. A marketing plan enables clear decision making having determined what factors will affect our
business, and auditing what resources we have within our business to deal with them, we are well placed
to make all the marketing decisions and our need. Are our products really meeting our customers needs,
or should we be developing new products? Is our prices right for our market? Do our need extra staff or
should we outsource some services? Should we be trading online? Is that instead of or, as well as, trading
off-line? Do our need a PR campaign, and advertising campaign, a direct mail campaign? The
questions we would usually consider in an ad hoc manner (if at all) suddenly become much easier in the
context of marketing plan with clear objectives, timescales and budget.

3. A marketing plan integrates long term planning and short term implementation our strategic marketing
plan should reach 3-5 years ahead, giving our the ability to look ahead and to be prepared to meet any
changes as and when they occur. It wont be cast in stone, though. Our should revisit it regularly how
frequently will depend on the nature of our business and the extent to which the factors affecting it
change and make sure it remains relevant to the marketing environment in which our operate. At a
more detailed, tactical level our annual plan will dovetail with our strategic plan, ensuring that every
action we take is geared towards achieving our strategic goals.

4. A marketing plan prevents panic decisions The flip side of this coin, of course, is that a forward
looking marketing plan will give our as clear a view as possible of what is going on in the market place,
as well as providing our with a framework in which to make any decisions to deviate from our plan.
Sometimes there will be occasions when our want to change course for sound business purposes. But
the framework that the plan provides will mean that our will not be taken by surprise by market
developments, nor will our be pushed this way and that by unexpected pressures.

THE MARKETING CONCEPT

There are five competing concept under which organization can choose to operate their business

1. The production concept


2. The product concept
3. The selling concept
4. The marketing concept and
5. The holistic marketing concept

MARKETING STRATEGY /CONCEPT

The market plan is one of the most important planning tools for businesses. It is used to determine if
there a market for the products or services. Recent years has seen a switch from creating a product or
13 | P a g e
service that meets the consumers specific needs as opposed to creating demand for the products or
services. Once the product or service has been chosen, the market must be analyzed. This is where the
market plan comes in. A plan has four basic functions:

It tells individuals what resources are required.


It shows what specific things need to be done.
It gives goals that are measurable.
It forces the homework to be done.

The best way to start to generate a market plan is to:

1. Begin with the objectives of the business.

2. Generate a marketplace perspective

3. Determine any constraints or limitations

4. Make an outline of the key elements or tactics needed.

Marketing plans are built around the marketing concept theory, which gives structure to identifying
and satisfying the customers needs.

THE MARKETING CONCEPT The market concept theory is based on the importance of the customers
to the business. The basis is that all policies and practices of the business should be based upon the goal
of satisfying the customers. In order to use the marketing concept, four steps need to be achieved:

1. MARKET RESEARCH - determining the demands or needs of the customers.

2. MARKET STRATEGY - analysis of the competitive advantage.

3. TARGET MARKETING - selecting which specific markets to serve.

4. MARKET MIX - determining how to serve the needs for the target markets.

MARKET RESEARCH: The gathering of information about the present and prospective customer
needs. This most commonly done through questionnaires and surveys.

MARKET STRATEGY: Small Businesses can gain a competitive advantage over larger
competitors by tailoring their products or services to meet the demands of the individual customer. This
tailoring can be done through the means of the product/service offered, price, promotion, and

14 | P a g e
distribution. The above are known as the marketing mix. Another advantage is that small businesses
offer a more personalized interaction with the customer

TARGET MARKETING: Small businesses often have constraints or limitations to the amount of
resources available for marketing their products or services. Therefore, they need to target a few specific
markets in which to concentrate their efforts. In order to choose the optimal markets to target a
segmentation of the total market is needed. The three ways to segment the markets are:

1. Customer segmentation - identifying and marketing to the groups of people that will be the heavy
consumers.

2. Product Segmentation - identifying and marketing the existing best selling products or services to gain
market share before marketing any new ones.

3. Geographical Segmentation - identifying and marketing to the specific geographical areas that contain
the heavy consumers.

MARKETING MIX:

A formal approach to this marketing mix includes the 4Ps they are

1. Product solution
2. Price- value
3. Place- distribution access
4. Promotion- information

If any of the 4Ps were problematic or were not in the marketing factor of the business , the business
could be in the trouble and so other companies may appear in the surrounding of the company , so the
consumer demand on its product will decrease .

However, in recent years service marketing has widened the domains to be considered, contributing to
the 7Ps of marketing in total. The other 3Ps of service marketing are

Process
Physical evidence and
people

And also some consider there should be eight P that is Positioning

The 7 Ps of Marketing - taking the wider view

1. Product

15 | P a g e
Product is the item being sold to the customer, the thing that will bring in money, its features and design
need careful consideration. Whether the firm is manufacturing the product or purchasing the product for
resale, they need to determine what product features will appeal to their target market. When an
organization is considering introducing a product into a market, they should ask themselves the
following questions:

A. Who is the product aimed at?


B. What benefit will customers expect from it
C. What will be its advantage over competitor products? Or its unique selling point?
D.
E. How does the firm plan to Position the product within the market?

The answers to these questions will help a firm design, package and add value to its products.

2. PRICE

There are lots of different pricing strategies but all most at least cover your costs unless the price is being
used to attract customers to the business (loss leader). A product is worth as much as people are prepared
to pay for it. The amount your target market is prepared to pay for your product depends on its features
and the target market's budget. You will also need to consider Competitor Pricing and factors within your
Marketing Environment. Effective pricing involves balancing a range of factors.

3. PROMOTION

A successful product or service means nothing unless the benefit of such a service can be communicated
clearly to the target market. Promotion is any activity to raise awareness of a product or to encourage
customers to purchase a product. Advertising is a form of promotion but not all promotions are
advertisements. Promotional activities for consumer sales will be different to promotional activities for
business to business sales.

The following things will influence how a firm chooses to promote its product: Promotional campaign
purpose the budget for the promotional campaign Legal rules about what you can promote.

Components of promotion mix

There are seven main elements in a promotional mix. They are:

I) Advertising Any paid form of non personal communication through mass media about
service or product or an idea by a sponsor is called advertising .it is done through non
personal channels or media . Such as print advertisements, advertisements in televisions and
radio, billboard, brochures and catalogue, direct mails, in store display, motion pictures,
emails, banners ads, web pages, and posters are some of the examples of advertising.
16 | P a g e
II) Personal selling this is the process by which a person persuades the buyer to accept a
product or a point of view or convince the buyer to take specific course of action through face
to face contact. Examples: sales meeting, sales presentations, sales training, and incentive
programs for intermediary sales people, samples and telemarketing etc, it can be of face to
face or through telephone contact.

III) Publicity - publicity is the movement of information with the effect of increasing public
awareness of a subject. The subjects of publicity include people (for example, politicians and
performing artists), goods and services, organizations of all kinds, and works of art or
entertainment.

Publicity is gaining public visibility or awareness for a product, service or your company via
the media. It is the publicist that carries out publicity, while PR is the strategic
management function that helps an organization communicate, establish and maintain
communication with the public. This can be done internally, without the use of media.

IV) Sales promotion - Sales promotion refers to those marketing activities that stimulate
consumer shows and expositions. Purchasing and dealer effectiveness such as displays,
demonstration and various non- recurrent selling efforts not in the ordinary routine.
According to A.H.R. Delens: Sales promotion means any steps that are taken for the purpose
of obtaining an increasing sale. Often this term refers specially to selling efforts that are
designed to supplement personal selling and advertising and by co-ordination helps them to
become more effective.In the words of Roger A. Strong, Sales promotion includes all forms
of sponsored communication apart from activities associated with personal selling. It, thus
includes trade shows and exhibits, combining, sampling, premiums, trade, allowances,sales
and dealer incentives, set of packs, consumer education and demonstration activities, rebates,
bonus, packs, point of purchase material and direct mail.

Objectives of Sales Promotion:


Sales promotion is a vital bridge or a connecting link between personal selling and
advertising.

Sales promotion activities are undertaken to achieve the following objectives:


1. To increase sales by publicity through the media which are complementary to press and
poster advertising.

17 | P a g e
2. To disseminate information through salesmen, dealers etc., so as to ensure the product
getting into satisfactory use by the ultimate consumers.

3. To stimulate customers to make purchases at the point of purchase.

4. To prompt existing customers to buy more.

5. To introduce new products.

6. To attract new customers.

7. To meet competition from others effectively.

8. To check seasonal decline in the volume of sales.

Importance of Sales Promotion:


The importance of sales promotion has increased tremendously in the modern times. Lakhs of
rupees are being spent on sales promotional activities to attract the consumers in our country
and also in other countries of the world. Some large companies have also begun to appoint
sales promotion managers to handle miscellaneous promotional tools. All these facts show
that the importance of sales promotion activities is increasing at a faster rate.

V) Corporate image it is important to create a good image in the sight of general public as
the image of an organization is a crucial point in marketing. If the reputation of a company is
bad, consumers are less willing to buy a product from the company.

VI) Exhibitions exhibition provide a chance to try the product by the customers. it is an
avenue for the producers to get an instant response from the potential consumers off the
products.

VII) Direct marketing direct marketing is reaching the customer without using the
traditional channels of advertising such as radio, newspaper, television etc. this type of
marketing reached the targeted consumers with the techniques such as promotional letters
street advertising.

4. Place

The Place element of the marketing place is about where the product is made, where is it stored and how
is it transported to the customer. The place for each of these things should ensure that the product gets to

18 | P a g e
the right place at the right time without damage or loss. The ideal place will be Convenient for the
customer and the business Accessible for the customer if it is the place where the product is sold Low
cost or free for the customer if it is the place where the product is sold Reasonable cost to the business.

5. People

People are an essential ingredient in service provision; recruiting and training the right staff is required
to create a competitive advantage. Customers make judgments about service provision and delivery
based on the people representing your organization. This is because people are one of the few elements
of the service that customers can see and interact with. The praise received by the volunteers (games
makers) for the London 2012 Olympics and Paralympics demonstrates the powerful effect people can
create during service delivery. Staff requires appropriate interpersonal skills, aptitude, and service
knowledge in order to deliver a quality service. In the UK many organizations apply for the "Investors in
People" Accreditation to demonstrate that they train their staff to prescribed standards and best practices.

6. Processes

This element of the marketing mix looks at the systems used to deliver the service. Imagine you walk
into Burger King and order a Whopper Meal and you get it delivered within 2 minutes. What was the
process that allowed you to obtain an efficient service delivery? Banks that send out Credit Cards
automatically when their customers old one has expired again require an efficient process to identify
expiry dates and renewal. An efficient service that replaces old credit cards will foster consumer loyalty
and confidence in the company. All services need to be underpinned by clearly defined and efficient
processes. This will avoid confusion and promote a consistent service. In other words processes mean
that everybody knows what to do and how to do it.

7. Physical evidence

Physical evidence is about where the service is being delivered from. It is particularly relevant to
retailers operating out of shops. This element of the marketing mix will distinguish a company from its
competitors. Physical evidence can be used to charge a premium price for a service and establish a
positive experience. For example all hotels provide a bed to sleep on but one of the things affecting the
price charged, is the condition of the room (physical evidence) holding the bed. Customers will make
judgments about the organization based on the physical evidence. For example if you walk into a
restaurant you expect a clean and friendly environment, if the restaurant is smelly or dirty, customers are
likely to walk out. This is before they have even received the service.

19 | P a g e
SALES PROMOTION TECHNIQUES

Marketing - sales promotion

Sales promotions are the set of marketing activities undertaken to boost sales of the product or service.
Description: There are two basic types of sales promotions: trade and consumer sales promotions. The
schemes, discounts, freebies, commissions and incentives given to the trade (retailers, wholesalers,
distributors, C&Fs) to stock more, push more and hence sell more of a product come under trade
promotion. These are aimed at enticing the trade to stock up more and hence reduce stock-outs, increase
share of shelf space and drive sales through the channels.

However, trade schemes get limited by the cost incurred by the company as well as the limitations of the
trade in India to stock up free goods. Incentives can be overseas trips and gifts.
But sales promotion activity aimed at the final consumer are called consumer schemes. These are used to
create a pull for the product and are advertised in public media to attract attention.

Maximum schemes are floated in festival times, like Diwali or Christmas. Examples are buy soap, get
diamond free; buy biscuits, collect runs; buy TV and get some discount or a free item with it and so on.
Consumer schemes become very prominent in the 'maturity or decline' stages of a product life cycle,
where companies vie to sell their own wares against severe competition.

The impact of sales promotions: Sales promotions typically increase the level of sales for the duration
they are floated. Usually, as soon as the schemes end, the sales fall, but hopefully, settle at a higher level
than they were before the sales promotion started. For the company, it can be a means to gain market
share, though an expensive way. For consumers, these can offer great value for money. But sustained
sales promotions can seriously damage a brand and its sales, as consumers wait specifically for the sales
promotion to buy and not otherwise. Therefore, sales promotions are to be used as a tactical measure as
part of an overall plan, and not as an end itself.

There are many methods of sales promotion, they are

1) Rebate:
Under it in order to clear the excess stock, products are offered at some reduced price. For example,
giving a rebate by a car manufacturer to the tune of 12,000/- for a limited period of time.

2) Discount:
Under this method, the customers are offered products on less than the listed price. For example, giving
a discount of 30% on the sale of Liberty Shoes. Similarly giving a discount of 50% + 40% by the
KOUTONS.
20 | P a g e
3) Refunds:
Under this method, some part of the price of an article is refunded to the customer on showing proof of
purchase. For example, refunding an amount of 5/- on showing the empty packet of the product priced
100/-.

4) Product Combination:
Under this method, along with the main product some other product is offered to the customer as a gift.
The following are some of the examples:

5) Quantity Gift:
Under this method, some extra quantity of the main product is passed on as a gift to the customers. For
example, 25% extra toothpaste in a packet of 200 gm tooth paste. Similarly, a free gift of one RICH
LOOK shirt on the purchase of two shirts.

6) Instant Draw and Assigned Gift:


Under this method, a customer is asked to scratch a card on the purchase of a product and the name of
the product is inscribed thereupon which is immediately offered to the customer as a gift. For example,
on buying a car when the card is scratched such gifts are offered TV, Refrigerator, Computer, Mixer,
Dinner Set, Wristwatch, T-shirt, Iron Press, etc.

7) Lucky Draw:
Under this method, the customers of a particular product are offered gifts on a fixed date and the winners
are decided by the draw of lots. While purchasing the product, the customers are given a coupon with a
specific number printed on it. On the basis of this number alone the buyer claims to have won the gift.
For example, Buy a bathing soap and get a gold coin offer can be used under this method.

8) Usable Benefits:
Under this method, coupons are distributed among the consumers on behalf of the producer. Coupon is a
kind of certificate telling that the product mentioned therein can be obtained at special discount. It means
that if a customer has a coupon of some product he will get the discount mentioned therein whenever he
buys it. Possession of a coupon motivates the consumer to buy the product, even when he has no need of
it. Such coupons are published in newspapers and magazines. Some companies distribute coupons
among its shareholders. Sellers collect the coupons from the customers and get the payment from the
company that issues the same.

9) Full Finance @ 0%:

21 | P a g e
Under this method, the product is sold and money received in installment at 0% rate of interest. The
seller determines the number of installments in which the price of the product will be recovered from the
customer. No interest is charged on these installments.

10) Samples or Sampling:


Under this method, the producer distributes free samples of his product among the consumers. Sales
representatives distribute these samples from door-to-door. This method is used mostly in case of
products of daily-use, e.g., Washing Powder, Tea, Toothpaste, etc. Thus, the consumers willy-nilly make
use of free sample. If it satisfies them, they buy it and in this way sales are increased.

11) Contests:
Some producers organize contests with a view to popularizing their products. Consumers taking part in
the contest are asked to answer some very simple questions on a form and forward the same to the
company. The blank form is made available to that consumer who buys the product first. Result is
declared on the basis of all the forms received by a particular date. Attractive prizes are given to the
winners of the contest. Such contests can be organized in selected branch of the company and according
to festival as well as seasons.

CHAPTER 2

22 | P a g e
RESEARCH DESIGN

DEFINITION OF RESEARCH

The systematic investigation into and study of materials and sources in order to establish facts and
reach new conclusions.

According to P.V. Young research is define as a scientific undertaking which, by means of logical and
systematized techniques aims to:-

Discover new facts or verify old facts


Analyze their sequence, inter- relationship and casual explanations

23 | P a g e
Develop new scientific tools, concepts and theories which would facilitate reliable and valid study of
human behavior

DEFINITION OF RESEARCH DESIGN

Research design is the plan, structure and strategy of the investigation conceived so as to obtain
answers to research questions and control variance

-Fred R.Kerlinger

STATEMENT OF PROBLEM

To understand and analyze the competitive strategies followed by Sistema Shyam


TeleServices Ltd MTS (mobile telesystem)

OBJECTIVE OF STUDY

To know about the reason for purchasing MTS .SSTL (sistema shyam teleservices) products
To understand the experience after purchasing from MTS
To evaluate the effectiveness of promotional activities
To develop the competitive strategy to be ahead of the other competating companies
To give the finding based on the study conducted

SCOPE OF THE STUDY

The area of scope is limited to the segment selected within the city Bangalore, Karnataka. Further the
scope is narrowed down only to the study of the identified segment. The result drawn from this study is
expected to benefit the dealers and the vendor as well as company. Who have same characteristics of the
business.

TITLE OF THE STUDY

A study on competitive strategies followed by Sistema Shyam TeleServices Ltd MTS


(mobile telesystem) in Bangalore.

24 | P a g e
RESEARCH METHODOLOGY: A detailed survey of customers and employees vendors
working in SSTL as well as general public was carried out to know their opinion regarding the
competitive strategies followed by Sistema Shyam TeleServices Ltd MTS (Mobile TeleSystems) and to
study &analyze those policies to reach to a conclusion. The details of the methodology are stated below

TYPE OF RESEARCH

Descriptive research

SAMPLING

Sampling method

1. Probability method: - in probability method of sampling every element in the population has a
known nonzero probability of selection .the sample random is the best known probability sample
in which every member of the population has an equal probability of being selected.
2. Non probability method: - in non- probability method of sampling the probability of any
particular element of the population being chosen is unknown. The selection of units is non-
probability sampling is quite arbitrary, as researchers rely heavily on personal judgment. It should
be noted that there are appropriate statistical technique for measuring random sampling error
from a non probability sampling.
3. Random sampling was applied for the study conducted in the topic competitive strategies
followed by Sistema Shyam TeleServices Ltd MTS (Mobile TeleSystems)

SAMPLE SIZE

The sample size for the study conducted on the topic competitive strategies followed by

Sistema Shyam TeleServices Ltd MTS (mobile telesystem) is 80.

DATA COLLECTION
The information relevant was drawn from secondary data, which alone was not sufficient.
Primary data was collected through survey method to conduct the study successfully.
SOURCES OF DATA COLLECTION
Primary data
The structure questionnaire consists of both open ended and closed ended question.
Secondary data

25 | P a g e
The other information is obtained from secondary data sources like , newspaper, annual reports of
SSTL, internal reports ,magazines ,website, books and other published sources.
Analysis
Statistical tools such as tabulation, drawing of percentage, constructions of charts, for analysis
from the raw data is widely used.
LIMITATION OF THE STUDY
The study has certain limitation under which it was carried out. The limitations are as follows.
The research work is restricted to Bangalore city only
The research does not cover the whole market of Karnataka
Sample size was confined to minimum respondents keeping in view of time and cost
constraints
The information executed by the respondents may or may not be true because some
respondents may or may not be serious. however all possible efforts has been made to
collect the information as authentically as possible

CHAPTER 3
COMPANY PROFILE
26 | P a g e
TELECOMMUNICATION INDUSTRY OVERVIEW

Introduction
The Indian telecommunications industry is one of the fastest growing in the world.
It is the second largest in the world based on the total number of telephone user both fixed and
Mobile phone.
Government policies and regulatory framework implemented by Telecom Regulatory Authority
of India (TRAI) have provided a conducive environment for service providers. This has made
the sector more competitive, while enhancing the accessibility of telecommunication services at
affordable tariffs to the consumers.
Telecommunication services are globally recognised as one of the driving forces for overall
economic development in a nation. They are also one of the prime support services needed for
rapid growth and modernisation of various sectors of the economy. The Government of India
recognises this fact and hence, has taken several major initiatives to provide a business friendly

27 | P a g e
environment for companies in this sector.
Driven by 3G and 4G services, it is expected that there will be huge machine-to-machine
(M2M) growth in India in 2016-17, according to UST Global. There is also a lot of scope for
growth of M2M services in the government's ambitious US$ 1.1 billion Smart City program
The rapid strides in the telecom sector have been facilitated by liberal policies of the
Government of India that provide easy market access for telecom equipment and a fair
regulatory framework for offering telecom services at affordable prices. According to a study by
GSMA, it has been expected that smartphones will account for two out of every three mobile
connections globally by 2020 and India is all set to become the fourth largest smartphone
market.
Current Scenario
In Indian telecom sector the number of telephone subscribers in India increased from 957.61
million at the end of September, 2014 to 962.63 million at the end of October, 2014, thereby
showing a monthly growth rate of 0.52%. The urban subscription increased from 569.56
million at the end of September, 2014 to 570.58 million at the end of October, 2014 and the
rural subscription increased from 388.05 million to 392.05 million during the same period. The
monthly growth rates of urban and rural subscription were 0.18% and 1.03% respective
The overall Tele-density in India increased from 76.75 at the end of September, 2014 to 77.0
at the end of October, 2014. The Urban Tele-density increased from 148.07 to 148.10 and
Rural Tele-density increased from 44.96 to 45.39 in the month of October 2014. The shares of
urban subscribers and rural subscribers at the end of October, 2014 were 59.27% and 40.7

Teledensity in India (in %)


45.00
40.00
35.00
30.00
25.00
20.00
15.00
10.00
5.00
0.00
2010 2011 2012 2013 2014 2015

Market shares of different telecommunication services in India


28 | P a g e
Telecommunications industry is mainly classified into two sub categories.

a) Voice
b) 2. Data.

Voice service can be provided either through wireless or wire line. Wireless segment is booming
nowadays after the investment of foreign companies in Indian market.

The major player in this industry are- Bharti Airtel, Reliance, Vodafone, BSNL etc

Market share of wireless service


operator in India

Bharti Reliance Vodafone BSNL Tata Idea Aircel MTNL Others

Graph showing the major player in telecommunication industry in India.

Market share of a CDMA (Code Division Multiple Access) in India is shown below in the graph.

29 | P a g e
Market share of CDMA service
provider(as of 2015)
Reliance
Tata
BSNL
MTS
MTNL
HFCL

Out off 100 percent most 55 percent is occupied by the reliance industry and 38 percent is occupied by
Tata companies, 5 percent is occupied by the BSNL group, 1percent by MTS and others 2 percent are
occupied by the MTNL and HFCL respectively.

INTERNET SUBSCRIBERS IN INDIA

Internet subscriber is increasing day by day with growth of population in India and also the
telecommunication industry is doing very well as of 2015 the total internet subscribers were around 350
million as on as on June 30, 2015, industry body IAMAI said. 213 million (over 60 per cent) users
accessed the worldwide web through mobile devices. Internet (in India) has reached an inflection point.
The consolidated numbers affirm the fact that Internet in India has now become inclusive, which augurs
well for the industry and society at large. Indias global system for mobile (GSM) operators had 4.14
million rural subscribers as of January 2014, bringing the total to 285.35 million.

Data traffic powered by third generation (3G) services grew at 146 per cent in India during 2013, higher
than the global average that saw usage double, according to an MBit Index study by Nokia Siemens
Networks (NSN). India's Smartphone market grew by 171 per cent in 2013, to 44 million devices from
16.2 million in 2012, as per research firm IDC India. The increasing popularity of bring-your-own-
device (BYOD) in the workplace is further adding momentum to the Smartphone market.

30 | P a g e
6

2 5.55
3.04 3.42 4.55
3.64
1

0
2009-10
2010-11
2012-13
2013-14
2014-15

internet subscriber

Gra
ph showing the increasing stage of internet subscriber in India.

MAJOR MARKET PLAYERS IN TELECOMMUNICATION INDUSTRY IN


INDIA

BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5 per cent market
share. Next is Bharti Airtel at 10.9% followed by Tata and Reliance at 5% and 4.1% respectively.

BSNL as a company is growing and showed annual revenues of approximately $4.5 billion as of 2014.
BSNL is serving more than 125 million customers across the country and is catalyst in checking the
price point for telecom services. Also, with the government intensifying its rural focus; only BSNL can
turn into reality the next wave of rural telecom penetration.

BSNL is a 100% Central Government entity and employees with BSNL are entitled to get salaries and
perks as decided by Government of India and not by BSNL. However both, MTNL and BSNL are
plagued by declining revenues coupled with high costs. BSNL has massive infrastructure, manpower,
systems, and 80 per cent of landlines and 90 per cent of broadband connections in India are operated by
it.

Vodafone is investing nearly US$ 3 billion over the next two years in India in expanding its network
infrastructure and distribution channel in the country, as per Vittorio Colao, CEO, Vodafone Plc.

31 | P a g e
India is one of the fastest growing markets in terms of Smartphone and mobile data adoption, said
according to Sunil Lalvani, Managing Director (MD) and BlackBerry India. Tata Teleservices plans to
set up nearly 4,000 wi-fi hotspots in nine cities across the country in the next two years.

Booming sectors

The tide has turned for the telecom sector in India, as growth and profitability has accelerated in recent
times. Tower companies are reaping benefits of a turnaround in the sector as operators have started
investing in networks to boost data penetration. However it is in the countrys booming mobile segment
in which the major battles are being fought. Three major private players Bharti, Reliance and Vodafone
- with a formidable 54% share of the market between them, lead a large field of mobile operators.

GOVERNMENT POLICY

Policy Initiatives by Govt. of India in the Telecommunication Sector have been one of the largest causes
for the success of the telecom market in India. The national parties before the administrative unit have
lifted private telecom units based on license-fee.
The government of India has adopted a new economic policy for the telecommunication market in India.
This policy has been effective from 1994 and the Govt. of India with the aim to accelerate

India's growth in export production and international market formulated it. The national telecom policy
as has been designed by the government of India also ensures foreign direct investment and exhilarating
domestic investiture. This national economic policy of telecom department demands superior quality
telecommunication services and therefore the development of telecom services are to be given the
utmost importance to attain the peak of success.

32 | P a g e
The national telecom policy covers the following objectives:
Telephone should be made available everywhere which will be in need of it
All the villages should be entitled to universal telecom services, that is, all the people should be able to
enjoy the telecom services at low-priced range
The telecom services should be of global standard and all the grievances from consumers, disputations
and public interface should be taken care of at the earliest possible time
India being one of the biggest country should encompass a major manufacturing unit as well as exporter
of the telecom products across the globe
The telecom department is also responsible for the security issues of the country.

33 | P a g e
COMPANY PROFILE

Sistema Shyam TeleServices Limited (SSTL), also known as Mobile TeleSystems


and commonly referred to by the abbreviation MTS, is the Indian subdivision
of Russian Mobile. TeleSystems telecommunication company headquartered in New
Delhi, India. It provides wireless voice, broadband Internet, messaging and data
services in India. MTS India is a subsidiary of Russian conglomerate Sistema and is
the ninth largest mobile operator in India with 8.9 million subscribers as of June
2015.

Its a joint venture company between Sistema of Russia and Shyam Group of India.
Sistema is the majority shareholder in this joint venture with a 73.71% equity stake,
along with the Shyam Group, holding a 23.79% stake and the rest 2.5% being public
partake. SSTL has spectrum to provide mobile telephony services in all the 22 circles
across the country. Presently SSTL offers mobile telephony services in the
Bangalore, Rajasthan, Tamil Nadu, Kerala as well as the Kolkata circles.
MTS is the 8th largest telecom brand in the world and has recently been voted as the
71st ranked brand out of 100 top global brands in the world by Mill Ward Brown.
The company is primarily focused to accomplish Pan-India rollout plan within
scheduled time frame work. The Company holds UAS license for all 22 telecom
circles for Pan-India rollout that would encompass around 600 district head quarters
and 4 metros.

Major competitors of MTS are


Reliance,
Bharti Airtel,
TataTeleservices,
Idea Cellular,
Vodafone and
BSNL.
And they are mainly focused on the data plan that is cheaper than the mts data card
and other services provided by MTS. And most effective were Airtel 4g, reliance 3.1
mbps, Tata Docomo wi-fi and Vodafone, also
Major players in telecom industry affecting MTS Out of them few important was are given
below;

1. RELIANCE .

2. BHARTI AIRTEL LIMITED .

3. TATA TELESERVICES .

4. IDEA CELLULER .

Analysis of telecom industry

Telecom industry is a vast field today we include fixed phone, wireless phone, internet
service, VSAT, DTH and service providers in telecom industry but for my convenience I
focus only wireless phone service only. In wireless service there are many companies out
of them few are below

RELIANCE COMMUNICATION LIMITED

Reliance Communication Limited is a part of the Reliance Anil Dhirub.hai Ambani


Group. Reliance Communication is Indias largest integrated fully converged
communications service provider in the private sector with an individual, enterprise
& customer base of over 40 million. Reliance Communication is one of the top two
operators in the Indian wireless market, the largest growing wireless market in the
world. Reliance com is one of the largest wealth craters with market capitalization of
over Rs.1, 00,000 Cr. Reliance Communication has the largest capacity network in
the country, the most future ready integrated and converged network that can support
even following 3G,4G telephony and broadband services. More than half of the
worlds population connects with each other on the Reliance network. Every third
call that comes in India is carried on Reliances network.

BHARTI AIRTEL LIMITED

Bharti Airtel Limited is a leading Indian telecommunication service provider with


49.01 million customers. The company has three strategic business unit i.e. mobile
services, broadband and telephone services and enterprise services. Unit consists
largest portion of the company business, both in terms of total revenues and total
customers, Bharti Airtel offers mobile services in all 23 telecom circles of India and
is therefore the first private mobile services operator to have an all India presence.
The Companys mobile customer base accounts for a 22.9% share of the overall
wireless(GSM+CDMA) market as on march 31, 2007 and has a presence in 4676
census towns and in 2,07,327non-cenustowns and villages, covering an addressable
population of 59% of the total population.

TATA INDICOM/ TATA TELESERVICES

TTML is a part of the Rs. 1, 20,000 crore (US $ 29 billion) Tata group that has over 87
companies, over 3, 30,000 employs and more than 2.8 million shareholders. Most of the
people think that TTML and TATA Indicom both are the same companies but it is not
true, TTML is a listed company and it is a SBU of TATA Indicom, and TTML presence
in Maharashtra and Goa only .Formally huge tele.com (India) ltd. That company was
renamed to TataTeleservices Maharashtra Limited, subsequently to the acquisition of
70.85%equity shareholding by Tata group in December 2002.

IDEA CELLULAR
IDEA cellular is a part of the Aditya Birla Group, Indias first truly multinational
corporation. IDEA cellular is a leading GSM mobile service operator with pan India
licenses with a customer base of 40 million in 15 services are as. Idea enters in market so
late but it gain better competitive advantage in market because the support of its parent
group and by adopting the focus market strategy

BRANDING OF THE MTS

In May 2006 MTS changed their logo as a part of rebranding campaign performed by
their mother company, JSFC Sistema. The logo now has two red squares next to each
other. The left one, common in form (but not color) to all JSFC Sistema's telecom
subsidiaries, contains a white egg which symbolizes simplicity and genius, while the
right square bears the name of the company: (MTS) In 2010 MTS announced
acquisition of Sistema Telecom, the owners of the MTS "egg" logo, for US380 million
dollar, thus becoming the sole owner of the logo.
In 2008 the MTS brand was included in the Top 100 World's Most Powerful Brands list
by Financial Times/Millard ranking, becoming the most valuable Russian brand.
According to this ranking, in 2010 MTS brand was 72nd most valuable brand
worldwide with the brand value of 9.7 billion US dollar. In 2010 MTS also became the
most valuable Russian brand according to the Inter brand ranking.

HISTORY OF MTS IN INDIA


Sistema Shyam Teleservices Limited (formally known as Shyam telelink
limited) Limited (SSTL) was awarded the license to operate Basic Telephony Services
in Rajasthan under the fixed license fee regime in 1996. Sistema Shyam
Teleservices Limited (formally known as Shyam telelink limited) started its basic
telephone services in Rajasthan under the brand name RAINBOW in June 2000 at
Jaipur. The company migrated to the Unified License Regime in November 2003. In
the Unified License Regime, the company can provide basic as well as mobile
telephony services in the Telecom Circle of Rajasthan. Shyam offers its services in
more than 100 cities, and has one of the best brand recalls in Rajasthan Shyam offers to
its customers, services based on multiple technologies, which has been possible
because of exhaustive optical fibre backbone of over 3,500 Kms.
This has helped STLL to grow as an integrated service provider. Presently the
company has received the licenses for all 22 circles in India. Sistema Shyam
Teleservices Limited (formally known as Shyam telelink limited) has brought the best
technology to the doorstep of the people of Rajasthan. STL has tied up with various
world leaders like lucent Technologies, IIT Chennai, IBM, Sun Microsystems etc. The
company is listed on the Delhi, Mumbai, Kolkata, Saurastra, and other national stock
exchanges .The basic objective of Sistema Shyam Teleservices Limited (formally
known as Shyam telelink limited) is to provide one window access to Basic Telephony,
Broadband Internet, Entertainment, and E/M- Commerce through high speed state-of-
the-art-network. Sistema Shyam Teleservices Limited (formally known as Shyam
telelink limited) is providing connectivity to its subscribers using both wireless and
wired media in access network. The wireless connectivity is being provided using Code
Division Multiple Access (CDMA).
Products of MTS in Karnataka

There are many products MTS is selling in Karnataka it includes multimedia devices,
smart phones and mainly CDMA services.

a) MTS MBLAZE ULTRA WI-FI


b) MTS SMART PHONE (BUILT FOR THE INTERNET GENERATION)
c) INTERNET GADGETS etc.

And mainly deals in all 2g, 3g, and 3g plus internet services on the spot hotspot.

1. MTS MBLAZE ULTRA WI-FI

39 | P a g e
This is a device built for the internet generation. It connects up to 5 devices to the internet,
anytime any where.MTS M Blaze is an EVDO (High Speed Internet) based services
provided by MTS India. MTS launched EVDO Rev A based high-speed mobile
broadband service, MBlaze, in November 2009 and has seen tremendous market
acceptance with over 5,00,000 (As per February 2011 Data) customers in a short span of
time. In April 2010, MTS launched MTS TV for MTS MBlaze customers. MTS MBlaze
has its coverage in 100+ cities as of February 2011. MTS has also announced pan-India
roaming for its users in AprilMay 2010. MTS also provides M Browse which is CDMA-
1x technology based internet service. It has speed of 3g plus, and also can be connected to
5 devices at the time easily, it is the improve version of the pervious dongle and modems,
the cost is also cheap ant its works anywhere and everywhere and every parts of India
without difficulty as well, the data plan for this device is divided in two segments day and
night plan, and various other section of the data plan, it immediately can produce hot spot
as well.

2. MTS SMART PHONE (BUILT FOR THE INTERNET


GENERATION)

Sistema Shyam Teleservices (SSTL) MTS has launched a new dual-sim Smartphone, Blaze
5.0; the phone comes bundled with an MTS connection and provides users 100,000MB
(97GB) data usage.

SSTL, which operates under MTS brand name, said data usage will be valid up to one year
on first recharge of Rs 198.The device will be available in all the 9 circles - Delhi,
Rajasthan, Gujarat, Karnataka, Kerala, Tamil Nadu, UP West, West Bengal and Kolkata -
where it provides telecom services.

40 | P a g e
Also, there are many smart phones MTS has release in affordable prices and various
models as well, they include

MTS 5.0
MTS 4.5
MTS duet 2
MTS duet
MTS Mtag 3.5 etc

These entire phones are available online as well as offline. And value added services include

Short Messaging Service (SMS)

Short Code SMS Services

Caller tunes

MTS Voice Portal

MTS SMS Portal

MTS Info - UTK services

My MTS (BREW)

Utility Based Services

41 | P a g e
1. INTERNET GADGETS

Internet gadgets include dongles, modems, hotspot generator and few things related to
CDMA services.

MTS IS PLANNING TO LAUNCH ITS 4G SERVICES ALL OVER


THE INDIA VERY SOON.

Sistema Shyam TeleServices, India's only pure-play CDMA operator is all set to make
the transition from 2G CDMA to 4G. While LTE in itself has got better spectral
efficiencies and can deliver a wider bouquet of services than other existing mobile
technologies, MTS India's 800MHz holdings could make the benefits even more
attractive. One problem for Sistema Shyam TeleServices Ltd. which trades under the
MTS India brand has been India's relatively small CDMA ecosystem. At first, CDMA
players including Tata Teleservices Ltd. and Reliance Communications Ltd. besides
MTS had the advantage of being able to provide superior data services to their GSM
rivals, which put them in a strong position in the data card business. But with the
launch of 3G services, the CDMA players have lost that lead. The cancellation of
licenses owned by MTS India.

42 | P a g e
There could even be an option of doing away with voice services entirely. As a CDMA
player, MTS generates a significant proportion of its revenues from data services more
than 51% at the end of March, according to its financial results and might have limited
interest in defending its voice business in future. Indeed, with over-the-top players like
WhatsApp and Viber intruding on this space, MTS may feel a data-only focus makes
strategic sense in the long run.

The pace of growth in data revenues will continue to be much higher than voice
growth," said MTS in its 2013/14 annual report. The reason for this is MTS India's
focus on the data business, existing coverage and deployment of Rev B technology a
CDMA standard supporting higher-speed data offerings reliable service, product
offerings and time-to-market advantages.

In keeping with its prioritization of data, MTS has also begun offering Wi-Fi hotspots at
railway stations through a partnership with Railtel Corporation of India Ltd. It is
currently offering Wi-Fi services at six railway stations in Agra, Varanasi,

Secunderabad, Howrah (Kolkata), Mumbai CST and Ahmadabad. Once rules about
spectrum sharing have been finalized, MTS is also considering whether to share its
network with other service providers. State-run telecom company Bharat Sanchar
Nigam Ltd (BSNL) is in discussions with MTS, the Indian unit of Russian telecom
company Sistema, to offer fourth generation, or 4G, telecom services across the
country, through joint branding.

Head offices of MTS in Karnataka Bangalore

Sistema
Shyam TeleServices Limited
Salarpuria
Touchstone, No.15/3,
Ground
Floor, Outer Ring Road,
Varthur

43 | P a g e
Hobli, Bangalore-5600103.

porate Office
Sistema Shyam TeleServices Limited
MTS tower, 334,
Udyog Vihar, Phase -IV,
Gurgaon-122001 Haryana
Phone : +91 124 4812500

istered Office
Sistema Shyam TeleServices Limited
MTS tower, 3,
Amrapali Circle, Vaishali Nagar
Jaipur-302021 Rajasthan

44 | P a g e
CHAPTER 4

DATA ANALYSIS AND


INTERPRETATION

TABLE NO.1

TABLE SHOWING THE AGE GROUP OF RESPONDENTS.

45 | P a g e
Sl. No Age No. of respondents Percentage

1 Less than 20 years 8 10

2 21 to 40 years 56 70

3 41 to 60 years 8 10

4 60 and above 8 10

Total 80 100

INTERPRETATION:

The above table represents that out of 100 percent of the respondents

10 % of the respondent falls under the category between 20 years old, 70 % falls under the
age category between 21 to 40 years old and10% falls under the age category between 41 to
60 years old as well another 10% falls between 60 years and above.

GRAPH NO.1

GRAPH SHOWING THE AGE GROUP FO RESPONDENTS

46 | P a g e
40
35
30
25
20 40
15
20 30
10 30
5
0
S
R
EA

S
R

S
Y

EA

R
20

E
EA
Y

V
O
Y
N

40

B
A

50

A
TH

TO

D
TO

N
SS

21

A
41
LE

S
R
EA
Y
60
AGE GROUP OF RESPONDENT

TABLE NO. 2

47 | P a g e
TABLE SHOWING THE GENDER OF RESPONDENTS

Sl. no. Gender No. of respondents Percentage

1 Male 60 75

2 Female 20 25

Total 80 100

INTERPRETATION:

The above table shows the percentage of gender, in which 75 percent is male and 25 percent are
female.

Graph no.2

Chart showing the genders of respondents

GENDER OF RESPONDENT

FEMALE; 25%

MALE; 75%

48 | P a g e
TABLE NO. 3

TABLE SHOWING THE MARITAL STATUS OF THE RESPONDENTS

Sl. No Marital status Respondents Percentage

1 Single 60 75

2 Married 20 25

Total 80 100

INTERPRETATION:

The above table shows the percentage of gender, in which 75 percent is married and 25 percent is
unmarried.

GRAPH NO.3

GRAPH SHOWING THE MARITAL STATUS OF THE RESPONDENT

MARITAL STATUS

UNMARRIED; 25%

MARRIED; 75%

49 | P a g e
TABLE NO.4

TABLE SHOWING THE OCCUPATION OF THE RESPONDENTS

Sl. No Occupation Respondents Percentage

1 Self employed 25 31

2 Govt. employed 10 13

3 Private employed 29 36

4 Student 16 20

Total 80 100

INTERPRETATION:

The above table shows the percentage of the type of respondents occupation, out of it 31 percent
is self employed, 10 percent are working in the government sectors29 percent of respondents are
private employee, and 16 % are students.

50 | P a g e
GRAPH NO. 4

GRAPH SHOWING THE OCCUPATION OF THE RESPONDENT

30

25

20

15
25
29
10

5 10 16

0
ED
Y

ED
LO

ED
P

LO
EM

T
Y
P

LO

EN
EM
LF

D
EM
SE

U
T.

ST
V
O

E
AT
G

IV
R
P

OCCUPATION

51 | P a g e
TABLE NO. 5

TABLE SHOWING THE MONTHLY INCOME OF THE RESPONDENTS

Sl. No Monthly income/per month No. of respondents Percentage


(in rupees)

1 10,000 to 20,000 36 45

2 21,000 to 40,000 24 30

3 41,000 to 50,000 10 12

4 51,000 and above 10 13

Total 80 100

INTERPRETATION:

The above table shows the percentage of income of an respondents in which 45 percent of them
are earning between rs.20, 000 to 40,000 and 30 percent are working for the monthly income
between rs.40, 000 to 60,000, as well as 12 percent of respondent are able to earn between Rs
40,000 to 50,000, and also, 13 percent are earning above rs.50, 000

52 | P a g e
GRAPH NO.5

GRAPH SHOWING THE MONTHLY INCOME OF THE RESPONDENTS

40
35
30
25
20
36
15
24
10
5 10 10
0
E
00

00

00

V
O
,0

,0

,0

B
20

40

50

A
D
TO

TO

TO

N
A
0

00
0

0
,0

,0

,0

,0
10

21

41

50
S.

S.

S.
R

MONTHLY INCOME

53 | P a g e
TABLE NO. 6

TABLE SHOWING THE TYPES OF INTERNET CONNECTION


RESPONDENTS USE AT HOME AND OFFICE

Type of internet
Sl. No No. of respondents Percentage
connection

1 Dial up connection 16 20
2 Broad band connection 14 17

Mobile broad band


3 14 18
connection

Internet in your mobile


4 20 25
phone

5 Wireless hotspot 16 20
Total 80 100

INTERPRETATION:

54 | P a g e
The above table shows the types of internet connection that respondents have in which 20
percent of them are using dial up connection, 17 percent are connected through mobile broad
band as well as 18 percent of respondent are using in broad band connection in mobile, and also,
25 percent are using mobile internet. 20 percent are connected with wi-fi hotspot.

GRAPH NO.6

GRAPH SHOWING THE TYPE OF INTERNET CONNECTION USED BY


RESPONDENT

55 | P a g e
d
ai
lu
p

0
2
4
6
8
10
12
14
16
18
20
co
nn
e ct
b io
ro n
ad
b

16
an
d
m co
ob nn
ile e ct
b io
ro n
ad
b

14
an
d
co
nn
e ct
io
in n
te
rn
et 14
in
th
e

internet connection type


p
ho
ne

w
20

ir
el
es
s
ho
ts
p
ot
16

56 | P a g e
TABLE NO.7

TABLE SHOWING THE INTERNET SERVICE USED BY THE


RESPONDENTS BEFORE PURCHASING MTS SERVICE

Sl. No Internet service No. Of respondents Percentage

1 Airtel 15 18

2 Reliance 10 13

3 Vodafone 12 15

4 Act broad band 26 33

6 BSNL 6 7

7 Tikona 6 8

8 Tata Docomo 5 6

Total 80 100

INTERPRETATION:

The above table shows what respondents were using before purchasing mts out which of 18
percent were using Airtel, 13 percent were using reliance, 15 percent were using Vodafone , 20
percent were using Act,7 percent were using BSNL,8 percent were using Tikona, 6 percent were
using Tata Docomo, and rest were using Vodafone.

57 | P a g e
GRAPH NO.7

GRAPH SHOWING THE COMPETITORS WHO ARE THREAT TO MTS


COMPANY

35

30

25

20

15 33
10 18
13 15
5

0 7 8
6
el
rt

e
ai

on

L
af

SN
d

o
B
vo

om
oc
d
ta
ta

companies

58 | P a g e
TABLE NO.8

TABLE SHOWING THE INTERNET USAGE (GB) PER MONTH BY THE


RESPONDENTS

Internet usage per


Sl. No No. of respondents Percentage
month in (GB)

1 10gb to 20 gb per month 16 20

2 21gb to 30gb per month 12 15

3 31gb to 40 gb per month 15 19

4 41gb to 50gb per month 13 16

5 Above 50 gb per month 24 30

Total 80 100

INTERPRETATION:

The above table shows the usage of internet data by respondents in which 20 percent of them are
using between 10 to 20 GB, 15 percent are using between 21 to 30 GB as well as 19 percent of

59 | P a g e
respondent are using between 30 to 40 gb, and 16 percent are using between 30 to 40 gb. 30
percent are using more than 50 GB

GRAPH 8

GRAPH SHOWING THE INTERNET USAGE (GB) PER MONTH BY THE


RESPONDENTS

30

25

20
30
15
20 19
10 15 16

0
E
TH
B

V
G

O
N
20

B
O

A
M
TO

D
ER

N
B

A
P
G

B
B
10

G
G

50
40
TO
B
G
31

INTERNET USAGE

60 | P a g e
TABLE NO.9

TABLE SHOWING MTS INTERNET GADGETS USED FOR INTERNET


CONNECTION

Sl. No MTS gadgets / products No. of respondents Percentage

1 MTS Mblaze ultra wi - fi 20 25

2 MTS dongle 18 22

3 MTS 4.5 12 15

4 MTS duet 2 10 13

5 MTS duet 10 12

6 MTS Mtag 3.5 10 12

Total 80 100

61 | P a g e
INTERPRETATION:

The above table shows the types of internet gadgets that mts customer used, out of which 25
percent used MBlaze, 22 percent used mts dongle and rest used mts Smartphone which include
53 percent.

GRAPH NO. 9

GRAPH SHOWING THE MTS GADGETS USED FOR INTERNET


CONNECTION BY RESPONDENT

62 | P a g e
30

25

20

15

25 24
22
10

15
13
5

0
MTS MBAZE MTS DONGLE MTS.4.5 MTS DUET MTS MTAG

MTS GADGETS FOR INTERNET DTA

TABLE NO. 10

63 | P a g e
TABLE SHOWING THE REASONS FOR USING MTS BY RESPONDENTS

Sl. No Reason for using MTS No. of respondents Percentage

1 Promotional offers 25 31

2 Discount offers 25 32

3 Speed of the internet 10 12

4 Good customer service 15 19

5 Others 5 6

Total 80 100

INTERPRETATION:

The above table shows the types of promotional activities carried by mts in which respondents
vote 31 percent for promotional activities,32 percent for discounts offers,12 percent for speed of
the internet,19 percent for good customer service, 6 percent are others response.

GRAPH NO.10

64 | P a g e
GRAPH SHOWING THE REASONS FOR USING MTS

35
30
25
20 32 31
15 19
10 12
6
5
0

E
S
S

IC
ER
ER

V
FF
TH

R
SE
O
O

ER
N
U

M
O

O
C

ST
IS
D

U
C
D
O
O
G

REASONG FOR USING MTS

TABLE NO. 11

65 | P a g e
TABLE SHOWING OTHER INTERNET SERVICE PROVIDER GIVING
BETTER TARIFF ACCORDING TO RESPONDENTS

Internet service
Sl. No provider giving better No. of respondents Percentage
tariff then MTS

1 Act broad band 30 38

2 Hathway 5 6

3 Tikona 5 7

4 Airtel 15 19

5 Reliance 10 12

6 Others 15 18

Total 80 100

INTERPRETATION:

The above table shows the companys providing better tariff plans then mts and the response of
respondents, 38 percent belief Act broad band, 6 percent beliefs in Hathway, 7 percent belief in
Tikona , 19 percent belief Airtel, 12 percent beliefs reliance , 15 percent are said others.

GRAPH NO.11

66 | P a g e
GRAPH SHOWING THE OTHER INTERNET SERVICE PROVIDER
GIVING BETTER TARIFF PLANS THEN MTS

OTHER INTERNET SERVICE PROVIDER


40

35

30

25

20 38

PERCENTAGE VALUE 15

10 19 18
12
5 7
5

ER
AY

CE
D

EL
A
N
AB

RT

TH
IN
KO
H

AI

LA
D

O
AT

TI
OA

RE
H
BR
T
AC

TABLE NO.12

67 | P a g e
TABLE SHOWING SATISFACTION OF TARIFF PLAN PROVIDED BY
MTS

Sl. No Tariff plan satisfaction No. of respondents Percentage


level of MTS

1 100 percent 15 19

2 75 percent 20 25

3 50 percent 25 31

4 25 percent 10 13

5 Not satisfied 10 12

Total 80 100

INTERPRETATION:

The above table shows the mts company tariff plan satisfaction level, out of which, 19 percent of
respondents like it 100 percent, 25 percent said they like it 75 percent, and 31 percent of
respondents said its average and whereas 13 percent said they vote below average and 12 percent
are not satisfied.

68 | P a g e
GRAPH NO.12

GRAPH SHOWING RESPONDENT RATING ON DATA TARIFF PLAN OF


MTS

35

30

25

20
31
15
25

19
10
13 12
5

0
100 PERCENT 75 PERCENT 50 PERCENT 25 PERCENT NOT SATISFIED

MTS DATA TARIFF AND ITS SATISFACTION LEVEL

69 | P a g e
TABLE NO. 13

TABLE SHOWING SCHEMES OF MTS THAT ATTRACTED MOST OF


THE CUSTOMERS

Sl. No Schemes of MTS No. of respondents Percentage

1 MTS Dasara festival 18 23


recharge offer

2 Silver coin offer 16 20

3 50% EXTRA data on 14 17


STV
4 Double data on STV 20 25

5 Others 12 15

Total 80 100

INTERPRETATION:

The above table shows the types of schemes activities carried by mts in which respondents vote
23 percent mts Dasara offers,20 percent for silver coins offers,17 percent for 50 % extra data on
stv,25 percent for double data on stv, 12 percent are others response.

70 | P a g e
GRAPH NO.13

SHOWING SCHEMES OF MTS THAT ATTRACTED THE MOST OF THE


RESPONDENTS

25
20
15 23 25
20 17
10 15
5
0
S

S
R
E

E
IT

ER
EM

G
E
FF

R
EF

TH
A
H

EN

H
SC

O
EC
IN

B
L

R
%
A

C
IV

LE
50
ER
ST

G
A
LV

N
FE

TR

SI
SI

EX

R
FO
A
AT
D
LE
B
U
O
D

SCHEMES MOST SUCESSFUL TILL DATE

71 | P a g e
TABLE NO. 14

TABLE SHOWING RESPONSE OF POSTPAID AND PREPAID USERS

Sl. No Postpaid and prepaid No. of respondents Percentage


user
1 Postpaid 40 63

2 Prepaid 30 37

Total 80 100

INTERPRETATION:

The above table shows the types of postpaid and prepaid users of respondents on which 63 % are
using postpaid, and 37% are using prepaid.

GRAPH NO.14

GRAPH SHOWING POSTPAID AND PREPAID USERS

72 | P a g e
POSTPAID USER VERSUS PREPAID USERS

PREPAID USERS; 37%

POSTPAID USERS; 63%

TABLE NO. 15

TABLE SHOWING RESPONDENTS RATING MTS PROMOTIONAL


OFFERS

Rating of promotional
Sl. No No. of respondents Percentage
offer

1 Very good 20 25

2 Good 15 18

3 Average 25 32

4 Below average 10 12

5 Poor 10 12

Totals 80 100

73 | P a g e
INTERPRETATION:

The above table shows the rating of promotional activities of mts in which respondents 25
percent response as very good, 18 percent as good and 25 percent as average, and 12 percent as
below average and also 12 percent response it as poor.

GRAPH NO. 15

GRAPH SHOWING THE RATING GIVEN BY RESPONDENT FOR


MTS PROMOTIONAL OFFERS.

74 | P a g e
35

30

25

20
32
15
25

10 18

12 12
5

0
VERY GOOD GOOD AVERAGE BELOW AVERAGE POOR

MTS PROMOTIONAL OFFER SUCCESS LEVEL

TABLE NO. 16

TABLE SHOWING PROMOTIONAL ACTIVITIES THAT ARE MOST


LIKED BY THE RESPONDENTS

75 | P a g e
Sl. no. Promotional activity No. of respondents Percentage

1 Discounts 20 25

2 Extra offer and benefits 20 25


Promo code and
3 14 17
vouchers
4 Cash pay back 14 18

5 Others 12 15

Total 80 100

INTERPRETATION:

The above table shows the types of mts schemes activities most liked by respondents and 25
percent for discounts,25 percent extra offers and benefits ,17 percent for promo codes, 18 percent
for cash payback, 15 percent are others schemes liked by response.

GRAPH NO.16

GRAPH SHOWING PROMOTIONAL ACTIVITIES LIKED BY THE


RESPONDENTS

76 | P a g e
20
18
16
14
12 20 20
10
8 14 14
12
6
4
2
0
TS

S
ER

ER
N
U

TH
O

O
U
C
IS

VO
D

D
N
A
E
D
O
C
O
M
O
R
P

SHOWING PROMOTIONAL ACTIVITIES THAT ARE MOST LIKED BY THE RESPONDENTS

TABLE NO. 17

77 | P a g e
TABLE SHOWING DURATION OF INTERNET SERVICE USED BY THE
RESPONDENTS.

Duration of the
Sl. No No. of respondents Percentage
service use

1 Less than 6 months 20 25

2 6 months to 12 months 20 25

3 1 years to 2 years 15 18

4 2 years to 3 years 15 19

5 More than 3 years 10 12

Total 80 100

INTERPRETATION:

The above table shows how long the respondents have been using MTS, of which 25 percent are
using from last six months, another 25 percent are using from last 12 months and 18 percent are
using from last 2 years. 19 percent are using from last 3 years, and 12 percent are using from
more than 3 yrs.

78 | P a g e
GRAPH NO.17

GRAPH SHOWING DURATION OF INTERNET SERVICE USED BY THE


RESPONDENTS.

DURATION OF USING MTS BY RESPONDENTS


25

20

15
25 25

10 18 19

12 DURATION OF USING MTS BY


5 RESPONDENTS

0
s

rs
ar
th

a
on

ye

ye
m

3
an
to
6
an

th
s
th

ar

e
or
ye
ss

M
Le

TABLE NO.18

79 | P a g e
Sl. No. Improvement No. of respondents Percentage

1 Coming up with MTS Mblaze 30 37


2 Introducing of its smart phones 16 20

3 Gold and silver coins offers 14 18

4 Others 20 25
Total 80 100
TABLE SHOWING THE IMPROVEMENT MADE BY MTS IN THERE
SERVICE AND PRODUCT ACCORDING TO RESPONDENT.

INTERPRETATION: The above table shows the improvement and innovation of internet
gadgets that mts customer used, 37 percent vote for coming up with MBlaze, 20 percent vote mts
dongle and smart phones introduction, and rest 43 percent votes for others new ideas.

GRAPH NO.18
GRAPH SHOWING THE IMPROVEMENT MADE BY MTS IN THERE
SERVICE

40
35
30
25 37
20
15 20 18 25
10
5
0
e

s
er
az

of
bl
M

s
TS

in
co
M

er
h
it

lv
w

si
up

d
an
g

IMPROVEMENT MADE BY MTS SO FAR


in

d
om

ol
G
C

80 | P a g e
TABLE NO. 19

TABLE SHOWING THE RATING/GOODWILL OF SERVICE RENDERED


BY MTS VENDOR ACROSS THE BANGALORE AND RESPONSE FROM
THE RESPONDENTS.

Sl. No Satisfaction level No. of respondents Percentage

1 Fully satisfied 20 25

2 Satisfied 20 25

3 Average 20 25

4 Not satisfied 20 25

Total 80 100

INTERPRETATION:

The above table shows the mts company vendors and showroom rating across Bangalore and
their satisfaction level, out of which, 25 percent of respondents like are fully satisfied, 25 percent
are satisfied, and 25 percent of respondents said its average and whereas 25 percent said they
vote below average and not satisfied.

81 | P a g e
GRAPH NO.19

GRAPH SHOWING THE RATING OF SERVICE RENDERED BY MTS


VENDOR ACROSS THE BANGALORE.

25

20

15 25 25 25 25

10

0
FULLY SATISFIED SATISFIED AVERAGE NOT SATISFIED
GOODWILL/SERVICE RATING BY RESPONDENT

82 | P a g e
TABLE NO. 20

TABLE SHOWING THE MOST SUITABLE MEDIA VEHICLE FOR


ADVETISEMENT AND PROMOTIONAL ACTIVITIES ACCORDING TO
RESPONDENT.

Sl. no. Media vehicle No. of respondents Percentage

1 Face book and twitter 30 37

2 Internet 20 25

3 Television 10 12

4 Radio 10 13

5 News paper 10 13

Total 80 100

INTERPRETATION:

The above table shows the media vehicle, which will suit most for the advertisement promotional
activities of mts internet service and product and response given by the respondents are 37
percent vote for facebook and twitter, 35 percent vote for internet, 12 percent are up to television,
13 percent likes it to be in radio, and also 13 percent vote for news paper.

83 | P a g e
GRAPH NO.20

GRAPH SHOWING THE MEDIA VEHICLE THAT SUIT MOST FOR THE
MTS ADS AND PROMOTION.

MOST EFFECTIVE MEDIA VEHICLE


40
35
30
25
20 37
15 25
10 13 13
12
PERCENTAGE VALUE 5
0
ER

IO
D
ITT

RA
TW
D
AN
K
O
BO
CE
FA

84 | P a g e
TABLE NO. 21

TABLE SHOWING IF ANY RESPONDENT FACED THE PROBLEM


WHILE USING MTS INTERNET SERVICE.

Sl. No Faced / not faced No. of respondents Percentage

1 Yes 60 75

2 No 20 25

Total 80 100

INTERPRETATION:

Table showing if any customer faced the problem or not (mts customer) and response by the
respondents out of which 75 percent faced the problems and 25 percent dont face it.

GRAPH NO.21

GRAPH SHOWING IF ANY RESPONDENT FACED THE PROBLEM.

85 | P a g e
ASCERTAINING HOW MUCH PERCENTAGE OF CUSTOMER FACE PROBLEM

NEVER FACED ANY PROBLEM; 25%

YES FACE THE PROBLEM; 75%

TABLE NO. 22

TABLE SHOWING THE TYPES OF PROBLEM FACED BY THE


RESPONDENTS WHILE USING MTS INTERNET SERVICE AND
PRODUCT.

Sl. No. Problem faced No. of respondents Percentage

1 Internet speed 35 44

2 Internet booster 15 18

3 Customer service 16 20

4 Dongle problem 14 18

86 | P a g e
Total 80 100

INTERPRETATION:

The above table shows the problem face by MTS customer in particular area of service are 44
percent regarding speed of the internet, 18 percent have problem with internet booster, 20 percent
regarding customer service, and 18 percent related to hardware gadgets.

GRAPH NO.22

GRAPH SHOWING THE TYPE OF PROBLEM FACED BY THE


RESPONDENTS.

87 | P a g e
45
40
35
30
44
25
20
15 18 20 18
10
5
0

M
R
D

E
IC
TE
EE

LE
V
S
P

B
ER
O
S

O
O

R
ET

S
B

P
ER
N

ET

LE
R

M
TE

G
TO
R

N
IN

TE

O
S

D
U
IN

TYPE OF PROBLEM FACED

DESCRIPTION: - A vertical line shows the percentage value out of 100 percent. A
Horizontal line shows the gadget by respondent.

88 | P a g e
CHAPTER 5

FINDINGS ,
SUGGESTIONS AND
CONCLUSION

89 | P a g e
FINDINGS

A study was conducted on the topic Competitive strategies followed by MTS (Sistema Shyam
TeleServices) in and around Bangalore city only and the major findings are:-

Majority of the respondent are between the age group of 21 to 40 years which is 70
percent of total respondent, mostly male, and living single. And are private employed
and self employed (working mostly in Private Sector Company) and earning between
10,000 to 20000 per month.
Very few people who have responded have purchased MTS product and are using MTS
service, the reason most of them had not brought MTS internet service is due to lack of
advertisement and not availability of broadband connection with high speed .
Its noticed that many of the respondent are happy to use the internet that is in their
mobile phone instead of buying MTS Mblaze product. Most of the MTS user respondent
used internet through MTS Mblaze and MTS dongle.
Most of the respondent was using Act broad band and Airtel before they purchased MTS
internet service, and most of the respondent think Act broad band give better tariff plan
then MTS, and only 19 percent are satisfied with the Tariff plan provided by MTS.
Majority of the respondent used 50 Giga byte of data per month, and most of them used
post paid service rather than prepaid service.
Its noticed that most of the respondents like MTS discounts and extra benefits they
provide to customer. only 30 percent are satisfied with the promotional activities of MTS,
and most of the respondent think Facebook, Twitter, and You tube are effective means of
advertisement and promoting MTS service .
Majority of the people think MTS coming up with MTS Mblaze was a turning point and
beneficial steps taken by mts during 2014 to 2016.

Lastly most of the respondent faced the problem in MTS regarding internet speed and
customer care service.

90 | P a g e
SUGGESTIONS:

I. SSTL, MTS must upgrade the internet speed from 3g plus to 4g plus and
provide this service to respondent at earliest to sustain in the market for a
longer period of time.
II. MTS have to improve its network signal and must cover the wide range of
area to improve its signal strength.
III. It has to lower the tariff rate of the data plan and make 75% similar to those
providing broadband internet facilities to draw more customers.
IV. Data plan per GB for booster pack after high speed plan collapse should be
more than 5 GB. MTS should upgrade it to 10 GB at earliest.
V. Mts should prefer facebook and other social site for the advertisement and
other promotional activities rather than newspaper and magazine.
VI. Improve customer service unit to resolve the grievance and problem of
customer in short duration.

Conclusions:

According to the study, the Indian telecommunication industry is one of the fastest growing
industries in the world. The internet subscribers are growing at rapid rate. The demand for high
speed internet is very huge in the market. The intolerant behavior of customer toward buffering
and late loading of page due to less speed of internet are changing the face of
telecommunication, with most of the companies coming up with 4g speed. And MTS is lacking
on the speed. So it has to come up with 4g.

91 | P a g e
BIBLIOGRAPHY

92 | P a g e
BIBLIOGRAPHY

BOOKS:

Principle of marketing management.


BY- PHILIP KOTLER.

Business organization and environment


BY- K.ASWATHAPPA
G.SUDARSANA REDDY

ANNUAL REPORTS OF MTS AND PROJECT REPORT BY GOVT. OFFICIAL

SSTL, MTS 20th annual reports from 2014 2015

Brief report of telecommunication sector in India published by


IT (information technology) minister on January 2015.

WEBSITES

www.cci.in/pdfs/surveys-reports/telecom-sector-in-india.pdf
www.trai.gov.in
info.shine.com/industry/telecom/9.html
www.wikipedia .com
https://www.mtsindia.in/corporate/.../18th-Annual-Report-2012-13

93 | P a g e
ANNEXURE

Name _____________________________________________________________

1 Age:

94 | P a g e
a Less than 20 years [ ]
b 21 to 40 years [ ]
c 41 to 60 years [ ]
d 60 and above [ ]

2. Gender:

a Male [ ]
b Female [ ]

3. Marital status:

a Single [ ]
b Married [ ]

1 Address
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
__________________City______________________________state_______________
__phone________________________________mobile________________________
_____
email__________________________________________________________________
_

5. Occupation

a Self employed
[ ]
b Govt. employed [ ]
c Private employed [ ]

6. Monthly income:

1 Rs. 10,000 20,000


[ ]

95 | P a g e
2 Rs. 21,000 40,000
[ ]
3 Rs.41,000 50,000
[ ]
4 Rs. 51,000 and above
[ ]

7. Which company internet service do you use?

a Airtel [ ]
b Reliance [ ]
c Vodafone [ ]
d Act [ ]
e MTS (Sistema Shyam TeleServices ltd )
[ ]
f BSNL [ ]
g Tikona
[ ]
h Tata Docomo
[ ]
i Idea [ ]

8. What is your internet usage per month?

a 10gb to 20gb per month


[ ]
b 21gb to 30gb per month
[ ]
c 31gb to 40gb per month
[ ]
d 41gb to 50gb per month
[ ]
e Above 50gb per month [ ]

9. If you use MTS internet service, through which product do you use?

a Data cards
i MTS MBlaze ultra Wi-Fi [ ]

96 | P a g e
ii MTS dongle (simple)
[ ]
b Smart phone
i MTS 4.5 [ ]
ii MTS duet 2 [ ]
iii MTS duet [ ]
iv MTS Mtag 3.5 etc [ ]

10. Reasons for using MTS.

a Promotional offers
[ ]
b Discount offers [ ]
c Speed of the internet
[ ]
d Good customer service [ ]
e Others
[ ]

11. Do you think other internet service provider give better tariff plans then
MTS, if yes which company?

a Act broadband [ ]
b Hathway [ ]
c Tikona
[ ]
d Airtel [ ]
e Reliance [ ]
f Others
[ ]

12. Are you satisfied with the data Tariff plan provided by MTS?

a 100 percent satisfied


[ ]
b 75percent satisfied
[ ]

97 | P a g e
c 50 percent satisfied
[ ]
d 25percent satisfied
[ ]
e Not satisfied
[ ]

13. Do you like MTS Mblaze ultra Wi-Fi, if yes why?

a Because it can be used anywhere - home or office


[ ]
b Because its portable to carry anywhere and everywhere
[ ]
c Because of its light weight
[ ]
d Because of its color and design
[ ]
e Others_________________________________________________________

14. Which scheme of MTS has attracted you the most?

a MTS Dasara Festival recharge offer


[ ]
b Silver coin offer for the MTS Mblaze buyer
[ ]
c 50% EXTRA data on STV 299, 399, 499 & 699 for 90 days.
[ ]
d Double Data on STV 499 for 90 days from the date of activation.
[ ]
e Others_________________________________________________________

98 | P a g e
15. Do you use post paid plan or prepaid plan, which do you like to use and
why?

a Postpaid (I can pay after I receive the salary and data plan is
fixed) [ ]
b Prepaid (can buy the data anytime and Data plan is not fixed)
[ ]

16. How do you rate the promotional activities of MTS.

a Very good [ ]
b Good [ ]
c Average [ ]
d Satisfaction [ ]
e Poor [ ]

17. What type of promotional activity attracts you most?

a Discounts [ ]
b Extra offer and benefits [ ]
c Promo code and vouchers [ ]
d Cash pay back [ ]
e Others____________________________________________________

18. Are you satisfied with the speed of the internet (3G plus) provided by
MTS in Mblaze?

a Satisfied with day time speed only [ ]


b Satisfied with night time speed only
[ ]
c Satisfied with Both day and night time speed [ ]
d Not satisfied at all [ ]
e Others____________________________________________________

19. For how long you have been using MTS internet service?

a Less than 6 months [ ]


b 6 months to 12 months [ ]
c 1 year to 2 years [ ]

99 | P a g e
d 2 years to 3 years [ ]
e More than 3 years [ ]

20. Do you think MTS internet products and services have any improvements
over the past years? If yes, which one

a Coming out with MTS MBlaze ultra wi-fi anytime anywhere


[ ]
b Introduction of its Smartphone internet service in the market
[ ]
c Coming up with gold and silver coins scheme for the new
purchase [ ]
d Other__________________________________________________________

21. Which media will suit most for the promotional activities of the MTS
internet services?

a Social sites such as face book and twitter


[ ]
b Other internet websites [ ]
c Television [ ]
d Radio [ ]
e Others
[ ]

22. If yes, which of the following problems you faced?

a Very less speed of the internet before the finish of data plan
[ ]
b Very difficult to recharge speed boaster after expiry of high
speed data [ ]
c Customer care related services
[ ]
d Dongle or modem problem
[ ]

100 | P a g e
101 | P a g e