A Research report to determine the reasons for low popularity of Airtel Digital TV vis-à-vis the competitors by carrying

out an in-depth research of consumer perception.

Submitted By: Puneet Acharya 32102 Marketing A

CERTIFICATE

This

is

to

certify

that

the

internship

report

titled

“To

determine the reasons for low popularity of Airtel Digital TV vis-à-vis the competitors by carrying out an in-depth research of consumer perception” is a bonafide record of work done by Mr. Puneet Acharya under my guidance in partial fulfillment of the requirements for the training programme at Airtel (Modern Trade) .

Prof. Rajesh Panda Marketing Dept. SIBM, Pune

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DECLARATION

I hereby declare that this internship report titled “T o d e t e r m i n e t h e r e a s o n s for low popularity by of Airtel out Digital an TV vis-à-vis research the of competitors carrying in-depth

c o n s u m e r p e r c e p t i o n ”, which is being submitted in partial fulfillment of the Tr a i n i n g P r o g r a m m e a t A i r t e l is the result of the work carried out by me, under the guidance of Prof. Rajesh Panda (Faculty, Marketing Dept, SIBM, Pune) further submit that this work has not been submitted before to anyone for any other purpose.

Puneet Acharya

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2/23/2010

ACKNOWLEDGEMENT

I take immense pleasure in thanking Dr. Arun Mudbidri, Director, SIBM, Pune and for having permitted me to carry out this project work.

I wish to express my deep sense of gratitude to my Internal Guide, Prof. Rajesh Panda, Faculty, Marketing Dept, SIBM, Pune for his able guidance and useful suggestions, which helped me in completing the project work, in time.

Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents for their blessings, my friends/classmates for their help and wishes for the successful completion of this project.

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................................................................................................................................................................................................................................................................................17 Analysis Techniques used............................................................................................................................27 Perceptual Mapping....................................................................................................................................................14 Influencing factors...................................................................................................................16 Sample Collection........................................................................14 Secondary research objectives.....................................................................Contents Executive Summary.........................................................................................30 ................10 Porter’s five force model.........28 Annexure 1....................32 Annexure 2.....................................................................................................................................................14 Objectives...........................................14 Research Objectives.................36 5| Page 2/23/2010 ..........................................................................................................................12 Management problem & influencing factors...8 GROWTH OF THE INDUSTRY..32 ...............................................................................................................................................14 Management problem......................33 Major competitors...............................20 Recommendations: ................................32 Annexure 3............................................................................................................................15 Research Approach..............................................6 Brief profile of players in the industry...10 Strategies and Competition in the Industry...........................................................................17 Findings: ......................14 Primary Research Objective.................................

This virtually destroyed the monopoly held by Doordarshan. Indian economy was liberalised from the license raj and major initiatives like inviting FDI. Instead of the MSOs providing the bundle. Since this was a disorganized sector carrying new channels on the existing infrastructure required new investments which the operators were reluctant to make. In 1995. CAS was rolled out in 2003 staring from Chennai and later to parts of Delhi. Country’s first DTH license was awarded to Dish TV in 2003 which started operations in 2004. Mumbai and Kolkata. With the average Indian getting younger. On the DTH front. and hence more likely to spend on nonessentials. This led to the influx of foreign channels like Star TV and creation of domestic satellite channels like Sun TV and Zee TV. TRAI issued the guidelines for operating DTH. MSOs provide the feed to the local operators for a fee. This was also the time when the state owned Doordarshan and All India Radio came under a new holding called as Prasar Bharti to give them enough autonomy. With CAS.Executive Summary History: The history of Indian Television dates back to the launch of Doordarshan. the 6| Page 2/23/2010 . MSOs were finding it difficult to operate under these conditions. Every city in India had a new breed of entrepreneurs called as cablewallahs or Local Cable Operators (LCO) taking in charge of distribution. The LCOs reported a lower number of connections where as the broadcasters demanded a higher rate. the country‟s national television network in 1959 when the transmission was in black & white. there will be a single HITS operator who will prepare the bundle of channels and beam it to the Headend in the satellite. deregulation of domestic businesses emerged. TRAI proposed a new initiative by name “Headend-In-The-Sky (HITS)” model as an alternative to the existing cable distribution. In 1992. Prasar Bharti also started its product DD-Direct+ In 2007. This led to the emergence of a new breed of firms called as Multi System Operators (MSO) who had heavy financial muscles to make capital investments and liaised between the cable operators and the channels. The 9th Asian games which were held in 1982 in the country‟s capital New Delhi heralded the mark of colour television broadcast in India. This led to an amendment of the Cable TV networks (Regulation) Act in 2002 to provide Conditional Access System (CAS). In 1991. the cable TV industry started which changed the way the average Indian watches the television. the last mile distribution could be addressable with accuracy and digitalization of 2 broadcasts was also possible. government felt the need of regulation in Cable TV and passed the Cable TV network (Regulation) Act.

List of players in the industry • • Doordarshan – (DD-Direct +) of Prasar Bharti Dish TV of ZEE group. decodes it with the Set-Top Box and then sends stunningly clear picture and sound to TV which is the business under taken by some companies by observing the rate of growth and scope for business & opportunity in the Indian market which has 120 million viewers of TV. The average Indian’s disposable income and purchasing has risen to never before levels. It is currently estimated at a worth of Rs. 2/23/2010 7| Page . Terms which were alien to Indian’s like capital DTH. Now the industry is ready to enter a second stage of growth powered by the twin engines of technology (availability of quality infrastructure and the accelerated penetration of digital connectivity) and an enabling regulatory environment. IPTV are suddenly finding presence in the country’s journals. With the Indian economy growing at a GDP growth rate of 7.4%. The Indian entertainment and media industry is not far behind.entertainment industry has the potential to grow explosively in the future.450 billion with a CAGR of 18% over the next 5 years. DTH Digital TV system receives signals directly from satellite through the dish. there is a sense of growth prevailing everywhere. digital cables.

BIG TV of Reliance Anil Dhirubhai Ambani group. Tata Sky DTH endeavours to offer Indian 8| Page 2/23/2010 . using MPEG-2 digital compression technology. Dish TV is a division of Zee Network Enterprise (Essel Group Venture). DTH service was launched back in 2004 by launching of Dish TV by Essel Group's Enterprises Tata Sky Tata Sky is a DTH satellite television provider in India. Videocon d2h Brief profile of players in the industry DD DIRECT+ Doordarshan is the public television broadcaster of India and a division of Prasar Bharti. Tata Sky. Sun direct of Sun Network.• • • • • Tata Sky joined venture between Tata and Rupert Murdoch’s Sky TV. Now chairman of DD plus+ is Shri Arun Bhatnagar and CEO is B S Lalli under the ministry of information and broadcasting. Owned by parent company Doordarshan. Sun direct. a public service broadcaster nominated by the Government of India. using MPEG2 digital compression technology. Big TV. 2004. DD Direct Plus was launched on December 16. Airtel digital TV. Dish TV Dish TV is the first private DTH satellite television provider in India.0. transmitting using NSS Satellite at 95. Airtel digital TV of Bharti telemedia Videocon d2h of Videocon industries Categorization of players in the industry: Government owned player: DD Direct+ Private players: Dish TV. Tata Sky is a JV between the TATA Group and STAR. DD Direct+ is a free Direct to Home (DTH) service that provides satellite television and audio programming to households and businesses in the Indian subcontinent. Tata sky is incorporated in 2004.

viewers a world-class television viewing experience through its satellite television service. using MPEG-4 with DVB S2 digital compression technology. This makes it 4th largest DTH service provider of India. It is the country's first MPEG 4 technology DTH service provider. using MPEG-4 digital compression technology. Videocon d2h Videocon d2h is a DTH satellite television provider in India based in Mumbai. Reliance BIG TV limited is a part of Reliance Communications Ltd. it also came with DVD which is connected directly to the TV or antenna is connected to DVD which gives a best quality of output. Airtel digital launched on 8 October. This is offering direct to TV without any set top box also. The service was finally launched on December 2007. It uses MPEG-4 digital compression. Because of the lowest pricing of any DTH in India Sun Direct spread rapidly all over the country. It is the 5th DTH service launched in India. using MPEG-4 digital compression technology. 2009. Only the antenna is enough. BIG TV Reliance BIG TV is a DTH satellite television provider in India based in Navi Mumbai. a subsidiary of Reliance Anil Dhirubhai Ambani Group. 2008 with a 360 degree mega campaign 'Come Home to the Magic. By 2009 it became leading DTH provider with 3 million subscribers. 9| Page 2/23/2010 .. Since then it has launched 2 other campaigns: ‘Stars come home’ (March 2009) and ‘DTH Picture Clarity (August 2009) has increased its channel base to 183+ channels. Sun Direct Sun Direct is a DTH satellite television provider in India. BIG TV started operations from 19 August 2008 with the slogan "TV ho To BIG Ho" Airtel digital TV Airtel Digital TV is a DTH (Direct to Home) service from Bharti Airtel. It came with a very good strategy for selling both of its electronic products like TV’s DVD’s along with the new set top box. Videocon d2h launched May 1.

they are preferring to stay at home with their television sets. They have started to offer a number of valueadded services such as 'movie on demand'. and 3. The industry is anticipated to add nearly 5 Lakh subscribers per month during 2010 and the numbers are forecasted to surge further at a CAGR of around 30% through 2012. Differentiation. The slowdown has certainly proved a boon for the Indian DTH industry as people have now started to cut on their entertainment expenditure and instead of viewing movies at theatres. "Indian DTH Market Forecast to 2012". live recording of TV content. With the Indian economy growing at a GDP growth rate of 7. 20% annual growth is being witnessed in the DTH sector in India with over 8. etc.600-2.5 million households having digital pay-TV.000 on each new subscriber acquired by them. Cost leadership. 2. A report attributes that the anticipated growth to the efforts of DTH industry players who are all trying to lure viewers by cutting down prices as well as offering perks even though it translates into loss of Rs 1. Focus 10 | P a g e 2/23/2010 . matrimonial match-making.GROWTH OF THE INDUSTRY The DTH service market in India has emerged as one of the most lucrative markets which have successfully resisted the impacts of the current economic slowdown. The average Indian’s disposable income and purchasing has risen to never before levels. Strategies and Competition in the Industry The generic strategies are: 1. there is a sense of growth prevailing everywhere.4%.

TATA Photon plus is more niche oriented. Thus Niche channels are the only way to maintain viewer loyalty. 3. Cost leadership In the case of media products. 11 | P a g e 2/23/2010 . 2. means they should be offered at a price lower than their competitors’ but with as good benefits. This is to increase the probability of the media users to choose the product. The clutter of ads has now spilled out on the number of channel availability due to which people are spoilt for choice. the unique benefits the media products offer can over-offset the premium. or. Differentiation Differentiation in DTH refers to when an organization provides unique benefits to the users through product innovation. Focus Focus strategy is also known as a 'niche' strategy. A media organization with a target user loyalty can concentrate more on how to fully meet the target user’s needs rather than on product cost saving.1.

Customer premise equipment (CPE) Comparing of the satellite Dish. Bargaining power of buyers With enough operations to choose both from the point of alternate mediums like cable. the consumer is at his will to decide. Customers will continue to have 12 | P a g e 2/23/2010 . As IPTV is a new entrant there is not much data on its subscriber base. IPTV and terrestrial broadcast and from the point of increasing DTH operators. the Ku band transponders are obtaining satellites and content. As per the industry estimates. the bargaining power of India DTH operators with CPE suppliers have been steadily increasing.Porter’s five force model Threat of substitutes DTH gives stiff competition from the terrestrial. Bargaining power of suppliers DTH industry relies on three major suppliers. With India set to overtake Japan as Asia’s largest DTH by next year. Set Top Box with the necessary Access Card. there are 130 million TV homes of which 71 million are served by cable and around 6 million served by DTH with the remaining taken by terrestrial transmission. cable & IPTV.

Being the first mover. There is already enough competition which will discourage new firms to enter this business. Rivalry among existing firms With 3 operational players and 4 players in the queue. inter firm rivalry is quite high. 850crs over the next 3 years. first mover advantage. Between Dish TV is Tata Sky there is an intense rivalry exhibited by price war and discount schemes offered to new connections. The competition from state owned DD-Direct to private players in negligible from the content point of view as the number of channels offered by DD-Direct is very limited. DD-Direct does not change any monthly subscription charges. the barriers to entry are high when it comes to pricing of CPE and getting the required transponder.2000crs over the medium term.a high bargaining power until DTH platforms try to differentiate them as superior players with better content and clarity. Critical success factors: 13 | P a g e 2/23/2010 .While Dish TV is planning to spend Rs. The companies have also set ambitious targets with Dish TV aiming to reach 5 million subscribers in the next 18 to 20 months while Tata sky aiming to reach 8million subscribers in the next 18 to 20 months while Tata sky aiming for 8 million subscribers by 2012. There is a definite. threat of new entrants is low. However. dish TV had price advantage in both the STB offers superiors DVD quality Video to its advanced STB. Threat of new entrants With already 7 player’s space in the DTH space. the rival Tata Sky is willing to spend Rr. While getting a licensee is relatively easy.

price point and availability Increasing competition Higher benefits offered by competitor ( Points of Differences) Factors related to technology associated with the product Research Objectives Primary Research Objective To determine the reasons for low popularity of Airtel Digital TV vis-à-vis the competitors by carrying out an in-depth research to find out consumer perception in state of Maharashtra. Secondary research objectives 14 | P a g e 2/23/2010 . customer service. The population for the research would include existing Airtel Digital TV users and population that has subscribed to some other DTH service. An extensive research would be carried out to determine the reasons for low popularity and success of Airtel Digital TV compared to competitors. The management also wants to carry out a feasibility study for expansion of Digital TV service targeting semi-urban and rural areas. This would bring to light the problems associated with the current service such as user friendliness. It also wants to carry out the feasibility study to venture into semi-urban and rural areas which are being looked at the ‘next big thing’ by almost all companies across the country because of growing purchasing power of the consumers in these areas and changing attitudes and lifestyles. value voucher problems.Management problem & influencing factors Management problem The management of Airtel is that it wants to know the reasons for low popularity of Airtel Digital TV vis-à-vis the competitors and the factors that influence its buying behaviour. channel availability amongst many. Influencing factors The factors as per management could be many• • • • Factors related to the product quality.

• To determine the standings by doing a comparative study of the various DTH players on their interactive services. Repositioning might come out as a solution from the research. It will also help us in finding out the PODs (points of differences) that the consumers strongly associate with Airtel Digital TV.• To determine the role of price points influencing brand perception and buying decision in the DTH market. The data from the research will help us identify the factors and their relative importance influencing the buying behaviour of consumers in case of DTH digital services. The data collected from Market research will also help us to find out if the positioning of Airtel Digital TV need to be changed. • To determine the attribute combinations affecting consumer preference in DTH market. Relevance of data to the marketing problem The data obtained will be crucial in analysing the differences in brand perception for the different DTH service providers and also help us in analysing the factors influencing the buying behaviour of customers. • • To do perceptual mapping of DTH players To determine the role of advertisements/Promotional activities in influencing the brand perception and buying decision in the DTH market. Objectives Data the research will generate The research is aimed at providing data to perform a comparative analysis of Brand perception of the different players in the DTH segment. 15 | P a g e 2/23/2010 . It will also give us information as to which attributes are more important and the contribution of which of the variables is the highest in determining who the market leader is.

Value of information The information collected from this research can help us in gaining crucial insights on consumer buying behaviour in case of digital TV services. It was also done through online consumer forums and through opinion sites. Questionnaires Questionnaires method was used for Primary Data collection for Definitive research. This helped us identify and select major attributes that the customers seek which affect their buying preference and behaviour. It will also help us in doing a gap analysis between brand positioning preferred and the positioning perceived by the consumers. Focussed group discussions were also conducted amongst individuals who had never subscribed to Digital TV service and had been using the traditional cable TV service to find out what they thought about it. An online questionnaire was also prepared for people who prefer the online mode. Secondary research Secondary research was carried out through the use of resources available on the internet. Research Approach Data collection method/Primary research Initial data (Exploratory Research) was collected by conducting focussed group studies among well informed people who have been using Digital TV for more than a year. 16 | P a g e 2/23/2010 . Similar group discussions were also carried out with retailers.

The data was then extracted and put in MS Excel. The analytical technique that we have used is Attribute based Perceptual Mapping using Discriminant Analysis. A need semantic differential scale was also used to decide the relative importance of the various attributes for purchasing a Ready to Eat food. The samples chosen were such that they had adequate awareness about Digital TV service or Using Cable TV but still having awareness about Digital TV service. All the further analysis was then carried out using SPSS. A 5 point Likert scale was used to find out the choice of specific brands. Also we tried to focus more on the newly married professionals and technology loving youngsters as they would be more interested in buying Digital TV Service owing to their variety seeking behaviour and also because they were more aware. The samples were taken under the assumption that respondents who already have DTH service will be better able to answer the questions regarding the influencing factors and the reasons for their purchase. if any.Measurement Instruments Rating scale was used for doing the comparisons between brands. This technique helps us to find out 17 | P a g e 2/23/2010 . The main demographics targeted were affluent people and double income families. The measurement was designed to get a fair idea about the various attributes and conducted factorial analysis of the important attributes. Analysis Techniques used The analysis techniques were used on SPSS and various tests were performed to ascertain the factors influencing the consumer decision while subscribing for DTH services. Sample Collection We collected 30 samples for our analysis. The samples collected from internet were also very valuable in the research.

player statistics.com Active Stories Active Games Game Zone Games Bhakti (Mytho) Acitve iGames Stories Games Travel Active iTravel Darshan (Mythology) in partnership with Star News Active Sports iSports Sports Active Feature with camera angle. Active 24x7guru. A study was done on comparison of interactive services of DTH players Interactiv e Services Shopping Children learning Tata Sky Airtel digital Dish TV TV Big TV Active Mall iShop Active Wiz iLearn by Active Feature kids. match highlights.com Learning.how a particular brand is perceived in relation to other competing brands. multiple languages commentary 2/23/2010 18 | P a g e . and then the attributes are also located. The percentage of variance explained by discriminant functions can be used to decide how many discriminant functions we use. Active topper in association with 24x7guru. The discriminant functions represent the axes on which the brands are first located. The Discriminant analysis output gives us the Eigen value of each function and the amount of variance it explains from the original data. Number of discriminant functions determines the number of axes of perceptual maps.

Electronic Quick View.Matrimony Active Matrimony (bharat matrimony. iNews Astroactive with iAstro Pandit Ajay Bhambi iNews Active Feature Movies City Informatio n Book Movie Tickets Banking Reminders Child lock Extras Showcase iMatinee ICICI ACTIVE Alert Available Widgets. Programming iPizza Guide Reminders Available Electronic Programmin g Guide 2/23/2010 19 | P a g e .co m) Active Cooking (masters chefs) Active Astrology (Bejan Daruwala) Active News Star Airtel live iCity iCinema iAstro iCooking Cooking Astrology News iNet.

travel.  In the survey it was found that Tata Sky had the maximum share of subscribers among the five prominent DTH players. games. Dish TV being the oldest player in the DTH sector 20 | P a g e 2/23/2010 . This is attributed to the fact of better service provision with prompt reply and wide variety of interactive services.  Astrology and news are the only features which are provided by all the DTH players.Findings:  Tata Sky is in the numero uno position with respect to provision of interactive services as compared to other players like Airtel Digital TV.  Airtel Digital TV is in the second position only after Tata Sky with respect to the variety of interactive services been provided.  Dish TV is the only DTH player among the above players that does not provide gaming option. cooking. Rest all the players are well equipped with the gaming feature. astrology and movies.  One of the distinguishing features of Dish TV is the banking facility known as ICICI ACTIVE which no other players provide in any format.  Some of the common services which are found in most of the DTH players are children learning programmes. Dish TV and Big TV.  Dish TV and Airtel Digital TV are the next players after Tata Sky to grab the subscribers market.

it is predicted that there will be increase in tourism which will ultimately increase the need of portals giving travel services 21 | P a g e 2/23/2010 .  The survey indicated that the customers preferred the Gaming feature more than any other interactive service which indicates that children interest too play significant part in selecting the DTH.  It was not surprising to see Astrology catching the customer’s interest with famous astrologers like Bejan Daruwala.has gradually lost its grip to Tata Sky. News and Cooking showed neck to neck competition. Pandit Ajay Bhambi hosting the shows in the channel.  Travel. Sun direct is not catching up with other players due to lack of attractive features and high concentration of south Indian channels. With middle income group growing in India.  Big TV and Sun Direct have low market share. Airtel Digital TV being new in the sector has readily caught the market in a fast pace.  The Movie was the second preferred segment of the customers.

This was due to the fact of having being written the function of each and every button than mere symbols which some other DTH remote do have.  The operation of remote control was found to be easiest in Tata Sky than any other DTH remote. 22 | P a g e 2/23/2010 . When asked Commercials to the customers about the ease of operating the remote control to find the interactive services then about 89% agreed to be it as Seen easy while 11% found it difficult to operate.  Generally senior citizens and children aged less than 4 years find it difficult to operate the remote.

Dish TV and Airtel Digital TV are Aamir Khan. Commercials Liked 23 | P a g e 2/23/2010 .  Heavy advertisements results in better brand recall which results in higher sales of the product as could be seen in case of Tata Sky.  The brand advertisements of Tata Sky. Shah Rukh Khan and Saif Ali Khan & Kareena Kapoor respectively. Tata Sky was also voted as their favourite advertisement featuring Aamir Khan and Gul Panag. Tata Sky seems to be successful in its aggressive marketing plan where it is seen as the most widely viewed advertisement.  Airtel Digital TV and Dish TV are the next most viewed advertisements after Tata Sky.

Upto 20% each paid in the range of Rs upto 150 and Rs 150 to 225.  The price range of Rs 150 to 225 is also a lucrative one since the consumers would be readily willing to pay in this range. Almost three fourth of the population been interviewed felt that the Interactive services increase the value of DTH package.  Interactive services like shopping. 24 | P a g e 2/23/2010 . travel earns revenue for the DTH Company if properly executed.  The survey showed that the majority of the cable consumers paid a monthly subscription in the range of Rs 225 to 325.  It also indicates that majority of the consumers are ready to pay in the range of Rs 225 to 325 and so the DTH players should cast their monthly subscription in this range only.

This achieved wide popularity for Sun Direct.  The Airtel Digital TV gained popularity by advertising during IPL matches 2009 on SET Max. This is because of popular celebrities like Aamir Khan and Shah Rukh Khan endorsing for the products. Tata Sky and Dish TV share equal platform in terms of popularity among the cable TV consumers.  Reliance Big TV gained awareness in about 13% of the population interviewed. The result is within a short period after its launch it spread its awareness. 25 | P a g e 2/23/2010 .  Sun Direct followed an extension advertisement of Bajaj Exceed which had become very popular.

 Tata Sky was the most preferred player among the consumers to change from cable. With the population interviewed. about 70% showed the intention to change from cable to DTH.  Brand Image of the DTH was the most influencing factor among the consumers for changing to a particular DTH.  Sun Direct was the least preferred among the consumers because of the heavy regional content.  Schemes & packages was the next factor of consideration for rational consumers 26 | P a g e 2/23/2010 .

So improvements need to be made in this direction.  Around 40% of the population interviewed does not understand the DTH schemes or are not satisfied with the existing schemes particularly the customer service. Most consumers were satisfied with their existing Cable operators and did not intent to switch to any DTH player. 27 | P a g e 2/23/2010 . Recommendations:  The consumers will be very happy to pay in the price range of Rs 151 to 225 as a monthly subscription since most of the cable consumers pay more than Rs 225 to existing cable operators.  Some consumers were not satisfied with the existing package offered by the DTH players and some did not understand the schemes of the DTH players.  High initial cost of DTH including the STB was one of the inhibitions to change to DTH player.  Many a times cable consumers are fooled by their operators about the unavailability of particular channels which Airtel can make aware to the masses.  Tata Sky and Dish TV are most popular among the masses due to their distinct brand ambassadors. Airtel should come up with advertisements with a brand ambassador who has a stronger mass appeal to generate a top of the mind recall.  Peculiar problems like having more than one TV also restricted the consumers to go for DTH.

a questionnaire was designed and responses were collected from 30 customers surveyed which were put into statistical package of SPSS known as Multi Dimensional Scaling (MDS). Dimension 1 indicates „Customer Service‟ ranging from Poor to Excellent. Following are the observations obtained from MDS – In the above perceptual mapping there are two dimensions along which the mapping was done. 28 | P a g e 2/23/2010 . Following were the conclusions drawn –  Tata Sky was rated as the best player with respect to provision of Customer Service.Perceptual Mapping A perceptual mapping of the five strong players in the DTH market was carried out to produce a picture of the competitive landscape from a customer point of view identifying the aspects or factors that customers use to conceptualise their choices.  Big TV was rated as a poor player in terms of Customer Service. In this research technique. whereas Dimension 2 indicates „Emotions‟ ranging from Rational to Emotional.

There are 126 million cable homes in the country. Sun Direct was considered to be rational in terms of its schemes and packages. and Rajasthan are the leaders in DTH subscription. contributing over 6. Within the rural markets. North India and Western India together contribute over 8. Dish TV and Sun Direct DTH services are preferred brands in top metros.000).4 million DTH subscribers. It also indicates a close competition between the two players.  The other brands viz. Towns of a population under one million (semi-urban towns) contribute another two million DTH subscribers The states of Maharashtra. Sun Direct and Big TV have distinct images in the customers mind. 70 per cent of its DTH subscribers reside in rural areas and towns with a population under a million. DTH potential in Rural Areas: Contrary to the perception that Direct-to-Home (DTH) television technology is an urban or a metro phenomenon. come from rural markets alone. it is Dish TV and DD Direct plus DTH services that have the most penetration. the report says. flexible payment structure and new interactive services. of which 50 per cent are based in rural India. DTH players such as Airtel Digital TV. Tata Sky. Tata Sky is the dominant DTH brand.4 million DTH connections or 48 per cent to the overall DTH subscriber base In terms of geographical location. where Dish TV and DD Direct Plus are the clear leaders. Shah Rukh Khan. Set Top Box (STB) and monthly subscription. The southern market is dominated by Sun Direct DTH services. Uttar Pradesh. So far the marketing campaigns of DTH operators have focused on sound and picture quality. Over seven million DTH subscribers.  Customers appeared to be more emotionally attached with Dish TV. The DTH players are now looking at cost-effective subscription packages to woo consumers in small towns. Big TV or Tata Sky are also banking on their pre-paid mobile 29 | P a g e 2/23/2010 .2 million.2 million. And metros like Delhi or Mumbai contribute only 2-3 per cent to the overall DTH subscriber base of 13.2 million.e. Tata Sky. or more than half the total of 13. Punjab. Goa.  Small distance between Airtel Digital TV and Dish TV indicate that they are more or less perceived similar by the customers. being the oldest player in the DTH market and endorsement of its brand ambassador i. while in high-income households (monthly income above Rs 50. while the southern market contributes 3.

1 to 2 year. Are you willing to purchase your existing DTH without any interactive services being offered. Others (please specify) ____________ 5. Are you aware of the interactive services offered by the various DTH players? Yes No 4. Movies. Which active service do you use frequently? Games. Airtel digital TV. especially language channel packages that suit rural consumers’ interest. Astrology. How do you find the interactive system to use? Complicated Easy 6. learning etc? Yes No 8. Annexure 1 Questionnaire on DTH Interactive Services 1. Does the interactive service offered by the DTH companies influence your decision of purchasing a particular DTH? Yes No 7. Others are working on low-cost STBs and offering tailor-made packages. 2 to 3 year. Rural has the potential to push volumes—but there are still hurdles for DTH companies. though with reduced price? 30 | P a g e 2/23/2010 . cooking. Do you find the interactive service helpful in your daily needs for example cooking. Big TV.and fixed line customers in tier II and tier III cities to bite the bait. Sun direct 2. more than 3 years 3. and have schemes where new DTH subscribers get free talk time on their phone connections or other such freebies. Since how long have you been using DTH service? Less than 6 months. Which DTH brand service do you use? Tata Sky. 6 months to 1 year. Dish TV.

Any other service which you would like to have in the interactive package? 10. Which interactive service have you purchased recently? 16. Saif & Kareena) D) Reliance Big TV E) Sun direct 12. Which company DTH commercial have you seen so far on TV? Tata Sky Dish TV Airtel digital TV Reliance Big TV Sun direct 11. Overall. Hrithik Roshan. Do you take part in the various contests held in the interactive channels? Yes No 18.Yes No 9. Are you aware of big TV’s 32 cinema hall feature? Yes No 15. Have you made use of the services like iPizza? Yes No 17. Are you aware of the ad of Tata Active Learning featuring small school boys as Einstein? Yes No don’t remember 13.R Rehman. Paresh Rawal) B) Dish TV (Shah Rukh Khan) C) Airtel digital TV (A. Are you aware of Dish TV’s service of banking facility with ICICI bank? Yes No 14. do you feel that the interactive services increase the value of the DTH package? Yes No 31 | P a g e 2/23/2010 . What do you feel about the feature of watching cricket from different angles as provided by Tata Sky and Dish TV? Very innovative Interesting Not useful 19. Which is your favourite commercial among the DTH players? A) Tata Sky (Aamir Khan & Gul Panag.

Are you satisfied with the services of your cable operator? Yes No 7. then which DTH provider would you like to change? Tata Sky Direct 32 | P a g e Dish TV Airtel Digital TV Big TV Sun 2/23/2010 . Would you like to change from your cable operator to any of DTH players? Yes No 8. How much do you pay for monthly cable? Upto Rs 150 above Rs 400 Rs 151-Rs 225 Rs 226-Rs 325 Rs 326-Rs 400 3. then what reason does your cable operator gives for not providing the required channel? 5. If answer to Q3 is no.Annexure 2 Questionnaire for Consumers of Cable TV 1. Since how long you have been using cable TV? Past 6 months 6 months to 1 year 1 to 3 years more than 3 years 2. Do you get all your required channels from your cable operator? Yes No 4. If answer to Q7 is yes. From the list provided below which DTH players are you aware of? Tata Sky Dish TV Airtel Digital TV Others (then specify) _____________ Big TV Sun Direct 6.

Give your ratings for the promptness of response from the DTH companies? 1 denotes Excellent and 5 is Poor 1 Tata Sky 2 3 4 5 33 | P a g e 2/23/2010 .Others (then specify) _____________ Annexure 3 Questionnaire for Perceptual Mapping Q1 – Give your ratings regarding the redressal of complaints for the DTH companies? 1 denotes Excellent and 5 is Poor 1 Tata Sky Dish TV Airtel Digital TV Big TV Sun Direct TV 2 3 4 5 Q2 .

Dish TV Airtel Digital TV Big TV Sun Direct TV Q3 – Rate the given below DTH companies according to the overall customer service provided by them? 1 denotes Excellent and 5 is Poor 1 Tata Sky Dish TV Airtel Digital TV Big TV Sun Direct TV 2 3 4 5 Q4 – Give your ratings for the economy of the schemes and packages of the various DTH players? 1 denotes Excellent and 5 is Poor 1 Tata Sky Dish TV Airtel Digital TV 34 | P a g e 2 3 4 5 2/23/2010 .

Big TV Sun Direct TV Q5 – Give your ratings according to the emotional impact of the advertisements of the DTH companies? 1 denotes Excellent and 5 is Poor 1 Tata Sky Dish TV Airtel Digital TV Big TV Sun Direct TV 2 3 4 5 Q6 – Give your ratings according to the overall entertainment level provided by the DTH companies? 1 denotes Excellent and 5 is Poor 1 Tata Sky Dish TV Airtel Digital TV 35 | P a g e 2 3 4 5 2/23/2010 .

21 audio channels Price between Rs 2. Rs 300 for 140 channels USP: Free gaming portal. Rs 100 for up to 85 channels.990 (initial payment). 7 movie channels. multilingual voice-overs coupled with astrological services and customized sports 36 | P a g e 2/23/2010 .Big TV Sun Direct TV Major competitors Dish TV 168 channels.4903.

499 for initial installation.TATA Sky 150 channels Price Rs 2. Rs 175 for 65 channels. Rs 310 for 123 channels USP: Interactive offering like quiz. broadcast like shrines and cooking portals among other offerings 37 | P a g e 2/23/2010 . story telling.

niche channels at low add-on charges. Rs 100 for bouquet of 44 channels.BIG TV 202 channels. 32 movie channels and 10 interactive channels Price Rs 2.499 for initial installation. USB port in the set-top box 38 | P a g e 2/23/2010 . Rs 175 for a pack of 101 channels USP: Movie channels on a monthly subscription.

which cost Rs 20-140 more.1999 with one year free subscription.75 per month Add-ons such as the Hindi package. Rs.SUN DIRECT 110 Channels (initially no Hindi channel) Initial installment of Rs. USP: It’s not a rich man’s product. Low cost makes it easily available 39 | P a g e 2/23/2010 . or the English movie package. the kids’ package.

40 | P a g e 2/23/2010 .Prasar Bharti owned DTH service which is free to air service which just needs an initial installment to buy set top box.

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