CHAPTER-1

INTRODUCTION
Abstract
The aim of the study is to identify the factors which makes the customers to
prefer the reliance JIO service provider and their satisfaction level in Trichy
region. This study is carried out through a pilot survey from 50 respondents.
The results of the survey are analysed using chi square test. The study makes
effort to ascertain the satisfaction level of customers of reliance JIO. Through
this survey, the company would be able to come up to the expectation level of
its customers. The findings revealed that the promotional offers makes the most
of the customers to prefer this service provider. Reliance JIO has already
occupied the one third of the market share within a span of 5 months, and their
marketing strategy plays a vital role in it. So, the present study made an attempt
to reveal the impact on customer’s preference and satisfaction level in reliance
JIO.

MEANING OF CUSTOMER SATISFICATION:

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in
marketing. It is a measure of how products and services supplied by a company meet
or surpass customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a firm,
its products, or its services (ratings) exceeds specified satisfaction goals."

The Marketing Accountability Standards Board (MASB) endorses the definitions,

purposes, and constructs of classes of measures that appear in Marketing Metrics as
part of its ongoing Common Language in Marketing Project. In a survey of nearly 200
senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.

A business ideally is continually seeking feedback to improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase intentions

and loyalty." "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is two fold:"

1."Within organizations, the collection, analysis and dissemination of these data send
a message about the importance of tending to customers and ensuring that they have
a positive experience with the company's goods and services."

2."Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will
make further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes."

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to
become return customers and might even evangelize for the firm. (A second important
metric related to satisfaction is willingness to recommend. This metric is defined as
"The percentage of surveyed customers who indicate that they would recommend a
brand to friends." When a customer is satisfied with a product, he or she might
recommend it to friends, relatives and colleagues. This can be a powerful marketing
advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely
to return. Further, they can hurt the firm by making negative comments about it to
prospective customers. Willingness to recommend is a key metric relating to customer
satisfaction."

American Customer Satisfaction Index (ACSI) is a scientific standard of customer

satisfaction. Academic research has shown that the national ACSI score is a strong
predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of
Personal Consumption Expenditure (PCE) growth.[19] On the microeconomic level,
academic studies have shown that ACSI data is related to a firm's financial
performance in terms of return on investment (ROI), sales, long-term firm value
(Tobin's q), cash flow, cash flow volatility, human capital performance, portfolio
returns, debt financing, risk, and consumer spending.[20][21] Increasing ACSI scores
have been shown to predict loyalty, word-of-mouth recommendations, and purchase
behavior. The ACSI measures customer satisfaction annually for more than 200
companies in 43 industries and 10 economic sectors. In addition to quarterly reports,
the ACSI methodology can be applied to private sector companies and government
agencies in order to improve loyalty and purchase intent.

The Kano model is a theory of product development and customer satisfaction

developed in the 1980s by Professor Noriaki Kano that classifies customer
preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent,
Reverse. The Kano model offers some insight into the product attributes which are
perceived to be important to customers.

Definition

Customer satisfaction indicates the fulfillment that customers derive from doing
business with a firm. In other words, it’s how happy the customers are with the
transaction and overall experience with the company.

Customer Satisfaction Mean

What is the definition of customer satisfaction? Customers derive satisfaction from a

product or a service based on whether their need is met effortlessly, in a convenient
way that makes them loyal to the firm. Hence, customer satisfaction is an important
step to gain customer loyalty.

Organizations calculate the customer satisfaction score (CSAT), which is the average
rating of a customer’s responses, the net promoter score (NPS), which indicates the
probability that a customer refers a brand to another person, and the customer effort
score (CES), which indicates how easy it is for a customer to do business with a firm.
The customer satisfaction metrics are then used to estimate consumer behavior.

In May 2016, Jio launched a bundle of multimedia apps on Google play as part of its
upcoming 4G services. While the apps are available to download for everyone, a user
will require a Jio SIM card to use them. Additionally, most of the apps are in beta
phase. The apps are My Jio, Jio TV, jio Chat Messenger, Jio Music, Jio 4GVoice, Jio
Xpress News, Jio Security, Jio Drive, Jio Money Wallet. With the enrichment of
technology, the consumer preference is changed from one person to another. For the
purpose of satisfying consumers, Telecom industries are offering number of mobile
phone networks and also provide cost free services to satisfy their customers. The
study involves in analyzing the satisfaction of customer towards Jio network and the
data is collected from 50 respondents with help of convenient sampling technique. The
study suggests from its analysis to improve the network coverage and remove the
calling congestion.

Now-a-days, no one is living without mobile phone. Many number of network services
are available in this world. Especially, the study is focused on Reliance Jio network
which has been founded in 2007. It is a LTE mobile network operator in India. It is a
wholly owned subsidiary of Reliance Industries headquartered in Mumbai which
provides wireless 4G LTE service network (without 2G/3G based services) and is the
only 100% voLTE (Voice Over LTE) operator in the country. It covers all 22 telecom
circles in India. The Relaince unit has been buying spectrum since 2010 under a plan
to return this quarter to a market that now has more than 1 billion mobile subscribers.
Reliance jio has appointed shahrukh Khan as their brand Ambassador. It invests into
wireless unit of about 150 billion rupee. Jio have plan to issue 15 billion new share at
Rs.10, each to existing shareholders.

Reliance communications owns and operates the world’s largest next generation IP
enabled connectivity infrastructure which comprises 2,80,000 kilometers of fiber optic
cable systems in India, USA, Europe, Middle East and the Asia Pacific region.
Reliance Group ranks among India’s top private sector business houses in terms of
net worth. The company has a good customer base and it covers over 21000 cities
andtowns and over 400000 villages of India. Reliance Jio is in process to set-up the
4G LTE infrastructure. RJIL is setting up reliance (4th generation) high speed internet
connectivity, rich communication services and various digital services on pan India
basis in key domains such as education, healthcare, security, financial services,
government citizen interfaces and entertainment.
3 STEPS TO ACHIEVING CUSTOMER SATISFICATION AND
LOYALTY

1. Understand your customers

This means help them understand their own customers

Specialized service can go a long way in keeping customers loyal. If you manage to
win over a customer’s heart in a manner that’s irreplaceable elsewhere (like throwing
in a free pickup for car servicing), it’s more likely they’ll return despite a lower cost
elsewhere. It costs less than you think and lowering churn rate can reap unimaginable
profits in future.

Predicting customer satisfaction is not the stuff of fortune tellers, or even someone
doing manual ticket triage and making their best guess). Armed with the right tools and
data, it’s within reach for every company. Although CSAT is a key customer service
metric, it isn’t comprehensively used to improve operations or help reduce customer
churn. By applying machine learning and predictive analytics, you can now improve
your customer relationships over the long-term. This includes predicting in the moment
how likely a ticket is to receive a good or bad rating, allowing you to take steps to bring
about a positive outcome.

At Zendesk customer LendingClub, agents use triggers and a report that Andrew
Jensen, director of payment solutions, calls “the ping-pong tracker” reduce the number
of touches on any given ticket. This report relies on Zendesk Support analytics to
produce a list of tickets touched by more than three internal groups without any
outbound email to a customer. The company also adds some of the most popular
articles to automated replies with Answer Bot. “We’ve found that this has been a big
lift,” he said. “Customers email when they need a bit of direction, and sometimes we
can get the answer to them sooner than they expected.” LendingClub has established
a self-service score of 11:1, meaning for every 11 visitors to the help center, only 1
ends up creating a ticket.

2. Create familiarity through more ways to engage

People like seeing familiar faces. In a physical store, having employees that know the
customer’s name and preferences differentiates you from competitors. In the cyber
world, having seasoned employees who know about your company inside and out
allows them to provide customers with a higher level of service when help is needed.

Live chat allows businesses to create a familiar experience for their customers
because different agents can read past conversations and follow up on previously
unresolved issues. Think about it: If a company constantly lays off its employees and
every time you seek help, an inexperienced agent fumbles with handbooks and
knowledge base articles before forwarding you to someone else, would you return?

Use of live chat in customer service has skyrocketed. In the four-year period between
2009 and 2013, it rose from 30% to 52% in 2013, and it has continued to climb since.
In fact, nearly a third of consumers expect live chat to be available when they come
into contact with a brand. Customers have also reported highest satisfaction rates from
a conversation on live chat (73%) as compared to traditional platforms like email (61%)
or phone (44%). The 2019 Zendesk Customer Experience Trends report found that
chat is one of the fastest-growing channels — 24/7 availability is important for more
than a third of respondents, and 49 percent highly valued being able to resolve an
issue quickly.

3. Create a common enemy

Most fans of a certain product hate on another. Especially when they’re extremely
similar, but not exactly the same. For example, Pepsi and Coke during Halloween of
2013. Pepsi came up with a clever ad, but Coke fans retorted with even cleverer
marketing

customer experience

Customer experience (also known as CX) is defined by interactions between a

customer and an organization throughout their business relationship. An interaction
can include awareness, discovery, cultivation, advocacy, purchases and service.
Customer experience is an integral part of Customer Relationship Management (CRM)
and the reason why it’s important is because a customer who has a positive
experience with a business is more likely to become a repeat and loyal customer.

In fact, a study by Oracle found that 74% of senior executives believe that customer
experience impacts the willingness of a customer to be a loyal advocate. And the
customer experience statistics don’t stop there. If you want your customers to stay
loyal, you have to invest in their experience!

How customer experience impacts customer loyalty

 INTRODUCTION TO JIO NETWORK
Reliance Jio Infocomm Limited, d/b/a Jio, is an Indian telecommunications company
and wholly owned subsidiary of Reliance Industries, headquartered in Mumbai,
Maharashtra, India. It operates a national LTE network with coverage across all 22
telecom circles. It does not offer 2G or 3G service, and instead uses only voice over
LTE to provide voice service on its 4G network.

Jio soft launched on 27 December 2015 with a beta for partners and employees,and
became publicly available on 5 September 2016. As of 30 November 2019, it is the
largest mobile network operator in India and the third largest mobile network operator
in the world with over 369.93 million subscribers.It is also the fourth largest provider of
fixed telephony in Country.

In September 2019, Jio launched a fiber to the home service, offering home
broadband, television, and telephone services.

Customer profile

Jio's headquarters in RCP, Navi Mumbai

The company was registered in Ambawadi, Ahmedabad (Gujarat) on 15 February

2007 as Reliance Jio Infocomm Limited. In June 2010, Reliance Industries (RIL)
bought a 95% stake in Infotel Broadband Services Limited (IBSL) for ₹4,800 crore
(US$670 million). Although unlisted, IBSL was the only company that won broadband
spectrum in all 22 circles in India in the 4G auction that took place earlier that year.[10]
Later continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was
renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.

In June 2015, Jio announced that it would start its operations throughout the country
by the end of 2015.[12] However, four months later in October, the company
postponed the launch to the first quarter of the financial year 2016–2017.
Later, in July 2015, a PIL filed in the Supreme Court by an NGO called the Centre for
Public Interest Litigation, through Prashant Bhushan, challenged the grant of a pan-
India licence to Jio by the Government of India. The PIL also alleged that the firm was
being allowed to provide voice telephony along with its 4G data service, by paying an
additional fee of just ₹165.8 crore (US$23 million) which was arbitrary and
unreasonable, and contributed to a loss of ₹2,284.2 crore (US$320 million) to the
exchequer. The Indian Department of Telecommunications (DoT), however, explained
that the rules for 3G and BWA spectrum didn't restrict BWA winners from providing
voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed.

The 4G services were launched internally on 27 December 2015. The company

commercially launched its 4G services on 5 September 2016.[7] Within the first month,
Jio announced that it had acquired 16 million subscribers.[17] Jio crossed 50 million
subscriber mark in 83 days since its launch,[18] subsequently crossing 100 million
subscribers on 22 February 2017.[19] By October 2017 it had about 130 million
subscribers.

Products and services of jio

Mobile broadband

The company launched its 4G broadband services throughout India in September

2016. It was slated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government.Jio offers fourth-
generation (4G) data and voice services, along with peripheral services like instant
messaging and streaming movies and music.

JioFiber
In August 2018, Jio began to test a new triple play fiber to the home service known
tenatively as Jio GigaFiber, including broadband internet with speeds ranging from 100
Mbps to 1 Gbps, as well as television and landline telephone services.

In August 2019, it was announced that the service would officially launch on 5
September 2019 as JioFiber, in honour of the company's third anniversary.Jio also
announced plans to offer streaming of films still in theatres ("First Day First Show") to
eligible JioFiber subscribers.

The company has a network of more than 250,000 km of fiber optic cables in the
country, over which it will be partnering with local cable operators to get broader
connectivity for its broadband services.

Devices

Jio apps

Jio sim card pouch as distributed by Reliance Jio Infocomm

In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its
upcoming 4G services. While the apps are available to download for everyone, a user
will require a Jio SIM card to use them. Additionally, most of the apps are in the beta
phase. Notable apps include:

 JioChat - instant messaging app

 JioCinema - online HD video library

 JioCloud - cloud-based backup tool

 JioMags - e-reader for magazines

  JioMoney Wallet - online payments/wallet app

 JioSaavn (earlier, JioMusic) - for online and offline music streaming in English
and Indian languages

 JioSecurity - security app

 Jio4GVoice (earlier, JioJoin) - VoLTE phone simulator

 MyJio - manage Jio account and digital services associated with it.

Reliance jio has largest data network in india

At the launch of Apple iPhone and iPhone 8 in India, Mukesh Ambani, the Chairman of
India’s most valued company, Reliance Industries said that RJio is not merely the largest
data network provider in India, but also enjoys the status worldwide. In a video message,
India’s richest man, Mukesh Ambani said, “Today Jio is not the largest network in India,
it is the largest network in the world. Jio has made voice free for life.” Further, Mukesh
Ambani 4G coverage will be better than 2G in India.

In July this year, Sunil Dutt, President of Reliance Jio Infocomm, said that India has
increased its mobile data consumption by six times after Jio made an entry into the
market. “After the introduction of Jio last year, the Indian consumer has ramped up its
data consumption in six months to 1.2 billion gigabytes per month, out of which 1 billion
gigabytes per month is consumed by Jio subscribers alone,” Sunil Dutt said. Notably,
the telecom company also created a world record of the fastest 100 million user
acquisition ever.

Reliance data packs

 Chapter 2
Review of Literature:

C. Boobalan et al (2017) in their study on, “customer’s satisfaction towards Reliance

JIO sim with special reference to Dharmapuri District” made an attempt to know the
satisfaction level of multi customers. Most of the customers are selectiong Reliance
JIO is comes under for sim cards are free and most of the customers for
understanding the income and satisfaction level of JIO services is comes under
between (10001- 20000). Finally conclude that most of the customers are satisfied
with the current JIO services.

K. R. Mahalaxmi and N. Suresh Kumar (2017) in this article titled, “A study on

service quality and its impact on customer’s preference and satisfaction towards
Reliance JIO in trichy region” focus on to the service quality and satisfaction level of
Reliance JIO. This study reveals that peoples with age group up to 35 were 78 per
cent users of Reliance JIO. The advertisement has motivates most of the customers to
prefer this network.

Dr. Gowthamichintala et al (2017) in this article entitled, “customers satisfaction

towards telecommunication service provider-A study on Reliance JIO” is to know the
satisfaction level of the customers. The gender wise analysis of the customers
satisfaction is conclude that there is no difference in the opinion of male and female
respondents on the satisfaction level towards the service provided by the JIO services

Muller (1990) in his a research focuses that the success of the mobile commerce can
be attributed to the personal nature of wireless devices. Adding to this are its unique
features of voice and data transmission and distinct features like localization,
feasibility and convenience.The sustained growth of the mobile commerce around the
world has been more because of the transfer of technology according to the needs of
local geography.
National Telecom Policy (1999) projected a target 75 million telephone lines by the
year 2005 and 175 million telephone lines by 2010 has been set. Indian telecom sector
has already achieved 100 million lines. With over 100 million telephone connections
and an annual turnover of Rs. 61,000 crores, our present teledensity is around 9.1%.
The growth of Indian telecom network has been over 30% consistently during last 5
years.

Wellenius and Stern (2001) information is regarded today as a fundamental factor of

production, alongside capital and labor. The information economy accounted for one-
third to one-half of gross domestic product (GDP) and of employment in Organization
for Economic Cooperation and Development (OECD) countries in the 1980s and is
expected to reach 60 percent for the European Community in the year 2000.
Information also accounts for a substantial proportion of GDP in the newly industrialized
economies and the modern sectors of developing countries.

Videsh Sanchar Nigam Limited (VSNL) 16th Annual Report (2002)India like many
other countries has adopted a gradual approach to telecom sector reform through
selective privatization and managed competition in different segments of the telecom
sector. India introduced private competition in value-added services in 1992 followed
by opening up of cellular and basic services for local area to competition. Competition
was also introduced in National Long Distance (NLD) and International Long Distance
(ILD) at the start of the current decade.

World Telecommunication Development Report (2002) explains that network

expression in India was accompanied by an increase in productivity of telecom staff
measured in terms of ratio of number of main lines in operation to total number of staff.

Indian Telecommunication Statistics (2002) in its study showed the long run trend
in supply and demand of Direct Exchange Lines (DEL). Potential demand for telecom
services is much more than its supply. In eventful decade of sect oral reforms, there
has been significant growth in supply of DEL.
.Economic Survey, Government of India (2002-2003) has mentioned two very
important goals of telecom sector as delivering low-cost telephony to the largest
number of individuals and delivering low cost high speed computer networking to the
largest number of firms. The number of phone lines per 100 persons of the population
which is called teledensity, has improved rapidly from 43.6 in March 2001 to 4.9 in
December 2002.

Adam Braff, Passmore and Simpson (2003) focus that telecom service providers
even in United States face a sea of troubles. The outlook for US wireless carriers is
challenging. They can no longer grow by acquiring new customers; in fact, their new
customers are likely to be migrated from other carriers. Indeed, churning will account
for as much as 80% of new customers in 2005. At the same time, the carrier‟s Average
Revenue per User (ARPU) is falling because customers have.

Dutt and Sundram (2004) studied that in order to boost communication for business,
new modes of communication are now being introduced in various cities of the country.
Cellular Mobile Phones, Radio Paging, E-mail, Voice-mail, Video, Text and Video-
Conferencing now operational in many cities, are a boon to business and industry.
Value- added hi-tech services, access to Internet and Introduction of Integrated Service
Digital Network are being introduced in various places in the country.

Jeanette Carless on and Salvador Arias (2004) wireless substitution is producing

significant traffic migration from wire line to wireless and helping to fuel fierce price
competition, resulting in margin squeezes for both wire line voice tariffs in organization
for Economic Co- operation and Development Countries have fallen by an average of
three percent per year between 1999 and 2003.

T.V. Ramachandran (2005) analysed performance of Indian Telecom Industry which

is based on volumes rather than margins. The Indian consumer is extremely price
sensitive. Various socio-demographic factors- high GDP growth, rising income levels,
booming knowledge sector and growing urbanization have contributed towards
tremendous growth of this sector. The instrument that will tie these things together and
deliver the mobile revolution to the masses will be 3 Generation (3G) services
Rajan Bharti Mittal (2005) explains the paradigm shift in the way people communicate.
There are over 1.5 billion mobile phone users in the world today, more than three times
the number of PCOs. India today has the sixth largest telecom network in the world up
from 14th in 1995, and second largest among the emerging economies. It is also the
world‟s 12 th biggest market with a large pie of $ 6.4 billion. The telecom revolution is
propelling the growth of India as an economic powerhouse while bridging the
developed and the developing economics.

ASEAN India Synergy Sectors (2005) point out that high quality of telecommunication
infrastructure is the pillar of growth for information technology (IT) and IT enabled
services. Keeping this in view, the focus of telecom policy is vision of world class
telecommunication services at reasonable rates. Provision of telecom services in rural
areas would be another thrust area to attain the goal of accelerated economic
development and social change. Convergence of services is a major new emerging
area.
Aisha Khan and Ruche Chaturvedi (2005) explain that as the competition in telecom
area intensified, service providers took new initiatives to customers. Prominent among
them were celebrity endorsements, loyalty rewards, discount coupons, business
solutions and talk time schemes. The most important consumer segments in the
cellular market were the youth segment and business class segment. The youth
segment at the inaugural session of cellular summit, 2005, the Union Minister for
Communications and Information Technology, Dayanidhi Maran had proudly stated
that Indian telecom had reached the landmark of 100 million telecom subscribers of
which 50% were mobile phone users. Whereas in African countries like Togo and
Cape Verde have a coverage of 90% while India manages a merely mobile coverage
of 20%.
Indian infrastructure Report (2005) explains India‟s rapidly expanding telecom
sector is continuing to witness stiff competition. This has resulted in lower tariffs and
better quality of services. Various telecomservices-basic, mobile, internet, national
long distance and international long distance have seen tremendous growth in year
2005 and this growth trend promises to continue electronics and home appliances
businesses each of which are expected to be $ 2.5 bn in revenues by that year. So,
driving forces for manufacturing of handsets by giants in India include-sheer size of
India market, its frantic growth rates and above all the fact that its conforms in global
standards.
Marine and Blanchard (2005) identifies the reasons for the unexpected boom in
mobile networks. According to them, cell phones, based on Global System for Mobile
Communication (GSM) standard require less investment as compared to fixed lines.
Besides this, a wireless infrastructure has more mobility, sharing of usage, rapid
profitability. Besides this, usage of prepaid cards is the extent of 90% simplifies
management of customer base. Moreover, it is suitable to people‟s way of life-rural,
urban, and sub-urban subscribers.Illustrating the lead achieved by Gujarat. According
to Business and Economy (2005) the catalyst for Indian mobile operators in the
future will undoubtedly be increased marketing and advertisement expenditure, along
with better deals for mobile phone users like the previously mentioned full talk time Rs.
10 recharge card, will go a long way in not only retaining customers but also acquiring
the vast market of lowered customers who are extremely sticky about value for money
and have extremely low loyalties and almost non-existent switching costs.
According to Oliver Stehmann (2005) the telecommunications industry is
characterized by rapid innovation in the service and the transmission market. The
legally protected public or private monopolist does not have the same incentive to
foster innovation that would exist in a competitive environment. Thus, state
intervention based on the natural monopoly argument neglects dynamic aspects,
which are crucial in the telecommunications sector.
Marketing Whitebook (2005) explains with support of detailed data that bigger
players are close to 20% of the market each. In CDMA market, it is Reliance Infocom
and Tata Teleservices are dominating the scene whereas Airtel is lead in GSM
operators. Between 2003 and 2004, the total subscriber base of the private GSM
operators doubled. It rose from 12.6 million subscribers at the end of March 2003 to
26.1 million by the end of March 2004. And yet that 100% growth rate notwithstanding,
total industry revenue for 2003-04 was around Rs. 8308 crores. Compared to Rs. 6400
crores that industry grossed in 2002-2003, that is an increase of 30%.
Economic Times (2005) Indian mobile phone market is set to surge ahead since
urban India has a teledensity of 30 whereas rural India has a teledensity of 1.74. It
indicates that the market is on ascent, with more than 85000 villages yet is come
under teleconnectivity.
Associated Chambers of commerce and Industry of India (2005), it is stated that
30% of the new mobile subscribers added by the operators worldwide will come from
India by 2009.10% of the third generation (3G) subscribers will be from India by 2011,
Indian handset segment could be between US $ 13 billion and US $ 15 billion by
2016.It offers a great opportunity for equipment vendors to make India a manufacturing
hub. Indian infrastructure capital expenditure on cellular equipment will be between 10
to 20% of the investment that will be made by international operators by 2015. The
other proposals included setting up of hardware manufacturing cluster parks,
conforming to global standards and fiscal incentives for telecom manufacturing among
others.
Virat Bahri (2006) explains the viewpoint of Sam Pitroda the Chairman of Worldtel
that identifies opportunities for investments in telecommunications. He analyses that
there is an increasing role for telecom in e-governance in India. According to him,
technology can be leveraged to take India‟s
development to next level.

Snyder (2006) Communications is a process that allows information to pass between

a sender and one or more receivers and. the transfer of meaningful information or
ideas from one location to a second location. Communications is a human process;
humans communicate by sending information between themselves. Whereas,
telecommunication is the transmission of data or information over a distance. Tele is a
Greek word meaning at a distance, far off. Thus, it classifies smoke signals,
semaphore flags, lanterns and signal flares, telegraph systems, televisions,
telephones, written letters, and hand signals as capabilities that support
telecommunications. The problems with these communications forms include
reliability, speed of transmission, and comprehension purposes.
Rohit Prasad & V.Sridhar (2007) this is one of the first such attempt to analyse the
tradeoffs between low market power and economics of scale for sustained growth of
mobile services in the country. Our analysis of the data on mobile services in India
indicates the existence of economies of scale in this sector. We also calculate the
upper bound on the optimal number of operators in each license service area so that
policies that make appropriate tradeoffs between competition and efficiency can be
formulated.
Narinder K Chhiber ( 2008) the mobile telecommunication technology is evolving
rapidly in the world as more people demand mobile services with longer bandwidth
and new innovative services like connectivity anywhere, anytime for feature like T.V.,
Multimedia, Interoperability and seamless connectivity with all types of protocols and
standards, while the 3G services are yet to fully come up. Serious discussion on 4G
has started .WLAN hot spot have made inroads along with 3G to offer an alternative
form of mobile access
(Gupta, 2015) , examined the perception of customers towards cellular phone
services. His study revealed that price is a very considerable factor for selecting any
service provider with lowest price schemes and they should concentrate on the
problems which are faced by the customers like busy network, cross talks, range of
mobile connectivity.
(Shah, 2012) examined Consumer preferences for mobile service providers – An
empirical study in Bardoli. His study revealed that large proportion of the respondents
have chosen an MSP operators recommended by their family members, friends and
peers. His study also revealed that customers are very keen on service quality and
brand image.
(P. Vijay, 2016) , examined Customer preferences towards the mobile network service
provider – A study with the special reference to Coimbatore city. Their study exposed
that the majority of the respondents have given top preferences to Airtel and least
preferences to Aircel in preferring the network service providers. Their study also
revealed that their respondents had given top preferences to service quality, Value
added services in preferring the network service providers.
(Chakraborty, 2013) , examined Customer satisfaction and expectation towards
Aircel, A research conducted in West Midnapore. His study revealed that there is a big
scope of further penetrating into the current market scenario by more innovative
marketing strategies. His study also revealed that, the people has less awareness
towards the usefulness of VAS, WAP, etc.
(M. Ashok Kumar) , examined a Survey on customer Perception of Mobile Phone
Service Provider in Tirupur District. Their study revealed that most of their respondents
were using a particular service provider for 2 -4 years. Their study is also exposed that
most of their respondents preferred a network for cheaper call rates.
.