A

DESSERTATION REPORT
ON “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN RELIANCE INFOCOMM WITH TATA INDICOM”

Vs.
IN DEHRADUN

In the partial fulfillment of the degree of

“MASTER OF BUSINESS ADMINISTRATION”
Session 2010-2011

Supervised to: Submitted by: Mrs. SUMAN VIJ NARENDER KUMAR (FACULTY GUIDE) MBA (IV Semester) 8NBDH045

TABLE & CONTENT
S.no Particular Page no

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1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16

Declaration Acknowledgement Acknowledgement Abstract summery Introduction Chapter 1:- 1.1 History of reliance telecom 1.2 History of Tata indicom 1.3 Scope of telecom 1.4 Telecom services in India Objective Chapter 2:- 2.1 Research Methodology 2.2 Review of literature 2.3 Empirical Analysis Chapter 3:- Finding Suggestions Conclusion Questionnaire

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DECLARATION

1

I Narender kumar a student MBA (2008-2010) batch of ICFAI national college Dehradun do here by declare that this project entitled “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN
RELIANCE INFOCOMM WITH TATA INDICOM in Saharanpur and dehradun”.

Required in partial fulfillment of the degree of Master of Business Administration, to the best of my knowledge is the original work..

ACKNOWLEDGEMENT

1

SUMAN VIJ whose versatility of creativeness.“to seek. ABSTRACT SUMMARY 1 . Last but not the least. interest and enthusiasm gave a new dimension to my work with a motto.A formal statement of acknowledgement will hardly meet the ends of justice in the matter of expressing my deep sense of gratitude and obligation to all those who help me in the completion of this thesis. I am indebted to my project guide Mrs. to strive. I would like to thank them who helped me and gave me constructive suggestions. I would like to express my gratitude to all my friends who help me a lot throughout this Thesis. and not to yield”.

which in turn widely influences their perceptions and arguments their understanding of the real situation. A management student has to do research work quite frequently during his/her entire span. The phenomenon of creation is a long process requiring time. Our contemporary lives have been influenced by the advancement and growth in industry.Someone has rightly said that practical experience is far better and closer to the real world than mere theoretical exposure. Research work constitutes the backbone of any management education program. MBA is a stepping stone to management career in order to reach practical and concrete results. 1 . And the data which is collected by me till date it is found from the analysis that maximum of the customers feel that the services of the reliance and Tata indicom are excellent. The practical experience helps the students to view the real business world closely. ultimately in the outcome as the final form of embodiment of the creator’s vision. energy and dedications well as skill and experience of those people engaged in the task. The research work entitled “An analytical study on consumer’s perception towards reliance and Tata indicom and their satisfaction level” aims to know how much satisfied the customer with the service rendered by reliance and Tata indicom.

CHAPTER I INTRODUCTION What is Telecommunication? & and Need for Mobile/Basic phone 1 .

Indian telecom industry has the highest growth rate in the world. The first reforms in Indian telecommunications sector began in 1980s when the private sector was allowed in telecommunications 1 . Electronically works on satellite signal reflection theory by the mobile/ basic phone. Industry Background India’s telecom sector has been doing exceptionally well in past decade. Telecommunication is the Electronic Process of communication. Due to the development of telecommunication you always become contacts among the world. In this process we can talk anywhere in the world. Its structural and institutional reforms have provided tremendous growth opportunity to this sector. Due to the telecommunication development the world has become like a point. At first Grahm Bell had searched this way of communication & after invention of Telephone gradually development has given growth. In the telecommunication Process the information’s sends through the database. We can connect the internet & send the data through computer by this way of communication we always remain in contact through the worldwide. With a growth rate of 45%. India has nearly 200 million telephone lines making it the third largest network in the world after China and USA.Telecommunication is the fastest communication process in this era.

an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system) 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. New National Telecom Policy is adopted. Unlike electricity. (Source: TRAI Report 2006-07) Indian telecommunications today benefits from among the most enlightened regulation in the region. In 1985. Evolution of the industry-Important Milestones Year History of Indian Telecommunications 1851 First operational land lines were laid by the government near Calcutta (seat of British power) 1881 Telephone service introduced in India 1883 Merger with the postal system 1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC) 1947 Nationalization of all foreign telecommunication companies to form the Posts. where reforms have been stalled. sometimes considered the “poster-boy for economic reforms. Airtel. sector was operating under public sector giants like Bharat Sanchar Nigam Limited (BSNL). There are basically two areas in which these players operate: Fixed and Cellular Services. Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) but after the National Telecom Policy (NTP) by Government in 1994 many private players entered this market is regulated by Telecommunication Regulatory Authority of India (TRAI). 1999 Cellular Services are launched in India. there are many private players like Vodafone. In Fixed line. Idea etc.After 1991’s liberalization in Government’s policies. Reliance. telecommunications has generally been seen as removed from “mass concerns. for example.” and thus less subject to electoral calculations Today. MTNL and BSNL have captured major part 1 .equipment manufacturing. 2000 DoT becomes a corporation. BSNL 1. The sector. Telephone and Telegraph (PTT).2] Indian Telecom Policy:. It acts as an independent regulator of the business of telecommunications in the country which was set up in 1997 by the government of India.” has been among the chief beneficiaries of the post-1991 liberalization. Tata. Earlier. 1997 Telecom Regulatory Authority of India created. and arguably in the world. a monopoly run by the government's Ministry of Communications 1985 Department of Telecommunications (DOT) established. the telecom sector has allowed various private players to enter into the Indian market. Department of Telecommunications (DOT) was established.

In this modern era mobile / basic phone become a best source to being communicated. Cellular Services. can be further divided into two parts: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). 1 .of the market. Whereas.

) to financial services (Reliance Capital Ltd.Anil Dhirubhai Ambani Group. integrated (wireless and wire line). to offer services spanning the entire infocomm value chain.Anil Dhirubhai Ambani Group Reliance .) to the generation and distribution of power (Reliance Energy Ltd. an offshoot of the Reliance Group founded by Shri Dhirubhai H. areas 1 . ranks among India’s top three private sector business houses in terms of net worth. highcapacity. Reliance Energy – are wide l acknowledged as the market leaders in their respective of operation. The company has established a pan-India. Ambani (1932-2002).) Reliance – ADA Group’s flagship company. Other major group constituents – Reliance Capital.Reliance infocomm COMPANY PROFILE Reliance . The group has business interests that range from telecommunications (Reliance Communications Ventures Ltd. convergent (voice. is India's largest private sector information and Communications Company with over 20 million subscribers. Reliance Communications. data and video) digital network.

ABOUT US Reliance Infocomm is the outcome of late Dhirubhai Ambani’s dream of bringing about a digital revolution in India that will bring to every Indian’s doorstep an affordable means of information and communication. spelt out Reliance Infocomm’s mission in late 1999. The network is designed to deliver services and 1 .000 route kilometres of pan-India fibre optic backbone in 1999.infrastructure. 2002. The backbone was commissioned on December 28. Reliance Infocomm’s network is a high-capacity. applications. They will overcome the handicaps of illiteracy and lack of mobility". He firmly believed the country could use information and communication technology to overcome its backwardness and underdevelopment. data and video) digital network. services. first since his sad demise on July 6.” Make the tools of infocomm available to people at an affordable cost. Dhirubhai’s 70th birth anniversary. as he was fondly called. integrated (wireless and wire line). both for enterprises and individuals. and convergent (voice. It was with this belief that Reliance Infocomm began laying its 60. was how Dhirubhai. The network is designed to offer services that span the entire Infocomm value chain . 2002. and consulting.

VISION "We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. CHAIRMAN PROFILE 1 . It will harbinger a New India. We will offer unparalleled value to create customer delight and enhance business productivity.applications that will change the way we Indians live. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally".

founded by late Shri Dhirubhai H. 1959 1 . 46. Till recently he also held the position of the Vice Chairman and Managing Director of Reliance Industries Limited. Birthplace Date of Birth : : Mumbai. He has to his credit many financial innovations in the Indian capital markets and has pioneered India's first forays into the overseas capital markets with International public offerings of global depository receipts.Mr. convertibles and bonds.. petrochemicals. USA. around US$2 billion from overseas financial markets. Anil D. Ambani (1932-2002). power and telecom player. USA. India June 4. Reliance Capital Ltd. and Chairman & Managing Director of Reliance Energy Ltd. He is a Member of the Wharton Board of Overseers. He joined Reliance in 1983 as Co-Chief Executive Officer. with the 100-year Yankee bond issue in January 1997 being the high point of his endeavors. since 1991. University of Pennsylvania. Ambani is a Bachelor of Science from the University of Bombay and an MBA from The Wharton School. petroleum. The Reliance group is India's largest business house. is the Chairman of Reliance Communications Ventures Ltd. The Wharton School. Mr. He has steered the Reliance Group to its current status as India's leading textiles. He has directed Reliance in its efforts to raise. Ambani.

Father's Name : Mother's Name : Education: Dhirubhai Hirachand Ambani Kokilaben Dhirubhai Ambani Bachelor of Science. University of Bombay MBA from The Wharton School. USA. University of Pennsylvania. 1 .

power generation. Board of Governors. USA. Pioneered India's first forays into overseas capital markets with international public offerings of global depository receipts. around US$ 2 billion from overseas financial markets. telecommunication services and a port terminal. in a three-year time frame. with the 100-year Yankee bond issue in January 1997 being the high point of his endeavors.000 crore (US$ 9 billion) in petroleum refining. The Wharton School. 1 . With an investment of over Rs 36. Central Electricity Regulatory Commission.Central Advisory Committee. MEMBER: Wharton Board of Overseers. Kanpur. petrochemicals. Have to his credit many financial innovations in the Indian capital markets. as co-Chief Executive Officer. convertibles and bonds. Ahmedabad.CAREER: Joined Reliance in 1983. since 1991. Indian Institute of Management. he has steered the Reliance Group to its current status as India's leading textiles-petroleum-petrochemicals-power-info COM- telecom player. Board of Governors of Indian Institute of Technology. Directed Reliance in Its efforts to raise.

to expand to over 5.700 cities AND 4.000 villages by December.500 by December.000 kms of optic fibre backbone. • • Network with superior reliability All this managed from our state-of-the-art national network operations centre in Mumbai.00. • 4. to increase to around 8. • • 80. Wireless network covering over 2. 1 .PRODUCT & SERVICES PROFILE Network PAN India network and town coverage.400 cities/towns.300 Base Transceiver Stations (BTSs) across the country.

No. Chennai 4. Bihar & Jharkhand 3. Delhi 5. Circles 1. Gujarat 1 .Sr. Andhra Pradesh 2.

Maharashtra & Goa 13. Himachal Pradesh 8. Haryana 7.Tamilnadu 18.Madhya Pradesh 12. No.Mumbai 14. 1 . Chandigarh 2.Orissa 15. Kerala 11.Rajasthan 17.West Bengal / Sikkim 21. Union Territories 1.Uttar Pradesh (West) 20. Karnataka 9. Kolkatta 10.Punjab 16.Uttar Pradesh (East) 19. Pondicherry RIM Postpaid 1 INDIA Now call any phone. anywhere in India for just Re 1/min.Uttranchal Sr.6.

Joy Plans Our Postpaid plans have been specifically designed to help you save on costs.in your circle. On-net Talk time Pack Now. BILL PAYMENTS Introducing the most convenient mode of Bill payment. You can now set yourself free with the new Get Started Kit from Reliance India Mobile. Now pay your bills directly from Credit Card or Bank Account and save your precious time. absolutely free!!! Handset Payment Options (for Postpaid) Get Started Kit Gone are the days when you were bound by a particular handset and a certain phone number. you have a choice of plans with economical tariff rates. INMARSAT 1 . Depending on your usage and your budget.you can enjoy the benefit of first 1000 mints of calling to all Reliance Mobiles and Fixed Wireless Phones/ Terminals(FWP/T).

Unlimited SMS Pack Now sms any phone. 1 . anywhere in India for just Re 1/min. The savings could be as high as 70% depending on the type of terminal and the location.Reliance now offers its subscribers significant savings for voice calls made to any Inmarsat number.

10 . 995/.000. from Rs. 1 Week and 1 Month Validity Jeevan bhar ka saath Buy our new prepaid recharge voucher for Rs.RIM Prepaid 1INDIA Introducing 1 INDIA recharge options of 1 Day. 10. SMS Top-Up Cards Just top-up your prepaid with SMS top-up cards and send free SMS as for low as 1 paise. So don't let your budget stop you. Choose a recharge value that suits you and stay mobile. You can now set yourself free with the new Get Started Kit from Reliance India Mobile. E-Recharge Now you can recharge your prepaid with any amount. Get Started Kit Gone are the days when you were bound by a particular handset and a certain phone number. Prepaid Tariffs Choose the tariff plan that suits you needs.Rs.Get incoming calls free for life. 1 .

all at exceptionally attractive rates. NLD calls can be made from Reliance phones even if NLD facility is not 1 . With the Reliance World Card available in two denominations . Reliance India Card Prepaid reliance India card offers very affordable rates for Local & NLD calls. With RIC . The RIC is a rechargeable account based prepaid card for making Local & NLD calls which can be used from reliance phones (Reliance IndiaMobile (Postpaid/prepaid)/FWT/FWP) only and cannot be used from PCO. you can make ISD calls from any Reliance phone. be it postpaid (Reliance IndiaMobile/Fixed Wireless phone) or RIM prepaid even without a pre-activated ISD facility! The Reliance World Card also gives you exceptional voice clarity and superior calling experience.RELIANCE WORLD ROAMING: Now roam across 200 countries and 350 GSM and CDMA networks with your Reliance number Calling Cards Reliance World Card The world is just a call away. 110 and Rs. 220.Rs.

active. The RIC voucher is available in Reliance Web worlds, POS, and prepaid retail outlets. The cards are available in denominations of Rs.110 & Rs. 220

Handsets Reliance IndiaMobile service is available on handsets compatible with our network. R Services Enables you to view the number of the calling person when you receive a call.

CLIR (Call Line Identification Restriction) Enables you to block presentation of your own number on a Reliance IndiaMobile offers you a host of value-added services: Voice mail service: 24 hour personal call answering service Call waiting: Allows you to receive an incoming call while already engaged in one call Call hold: Allows you to put a current call on hold and make a second call Call diverts: Allows you to divert calls within your SDCA 1

3-way call conferencing: Allows a conference between 3 persons from your mobile handset CLIP (Caller Line Identification Presentation) Called person's phone

International SMS Enables subscribers to send, receive, reply and forward simple text messages to friends, relatives and business associates across the world.

R-World SERVICES
Hot n New, Mobile TV, Membership, Dial 1234, Movies more, Ringtones, Music,

CricketNmore, Gamestation, FunExpress, Messaging, Win N Stay, Indian Idol, Pics Gallery, Animations, Weekly Comics,

TravelnShop, Finance, More,

Guiness Rcd, Win Daily, Greetings, MMS, Web Mail, Find A Friend, Office Dir,

Web Mail Registration, Office Mail,

Railways, IA Reserve, IA Help, AirlineInfo, Bus Routes, Matrimonial, Real Estate, Used Items, Job Search,

Shopping, Auto,

Yellow Pages, Adambani Cos, BSE Quotes, NSE Quotes, MCX Quotes, Mobile Bank, ICICI Bank, NCDEX Quotes, Reliance MF, Devotional,

Womens World, Kidz World, Bill N Help, Tool kit, Finance.

Introduction to R Connect To the World of R Connect- High speeds Internet access anytime, anywhere. 1

Welcome Reliance's cutting edge CDMA 1 x network offers you high speed internet access, at speeds up to 144kbps without tying you down to a land line. You can take advantage of this service by using one of the following devices. Connect Data Cable The R Connect Cable enables your RIM Phone to work as a high-speed modem for your PC or laptop. You can download files as well as read and send e-mails easily at speeds up to 144 kbps, anytime, anywhere. R Connect Card A revolutionary product, that works as a modem and as a mobile phone. You can surf the Internet, access e-mails, make and receive calls and SMS from your laptop while on a business tour, while waiting at the airport, or traveling in a car through the R Connect Card, anywhere across the country. PDA Phone Enhance your productivity! For the mobile professional wireless PDA offers not only Internet access but also mail access, personal information management and a host of other personal productivity tools. R-Connect Services provided by Reliance Communications

Infrastructure Limited RIM Prepaid-Prepaid Tariffs

Freedom Plans Tariffs 1

1.00 Rs.79 Rs. 550 Rs. 165 Rs. 0. 150.00 Talk time Rs.00 Rs.00 Rs. 1100 Rs. 2. 995 Rs.49 Rs.00 Validity (Days) 30 14 30 30 30 60 180 Rs. 1. 2845. 200 Rs. 330 Rs. Incoming calls @ Rs. 149 Rs. 50.Local Reliance Phones Other Phones Reliance Phones Other Phones Rs. 150. 602. 135.00 Rs.79 Recharge Vouchers . 75. 150.79 Rs. 349.Freedom Plans MRP Rs.00 365 Fixed Wireless Phone (FWP) BENEFIT #1 No Wires Attached 1 .00 Rs. 149. 131. 74.90 Rs.99 Rs.49 STD Home tariffs apply for all outgoing calls while roaming.00 Rs. 300. 848. 0. 3300 Admin Fee Rs.21 Rs.00 Rs.73 Rs. 1. 150.00 Rs.45 Rs.

Documents should not be more than three months old. No separate ISP connection required BENEFIT #3 Mobile Phone's Features SMS. BENEFIT #4 Zero effective Rentals Value of free calls almost equivalent to monthly plan charges with unbelievably low call rates. All documents need to be in customer's name. Submit photocopies of documents and bring originals for verification. Speaker Phone.In-built modem for high speed internet connectivity at speeds up to 115 kbps. rains etc. For I identity Proof: Passport/Voter ID Card/PAN Card/Driving License/Photo Identity Card issued by an institute. Voice Mail. 1 .immune to cable-cuts. Fax is not supported. Carry it along when you move from room to room or when you shift your home/office.Wireless connectivity . In-built Caller Line Identification. BENEFIT #2 Wireless Internet (R Connect). *For Residence Proof: Telephone/Electricity/Credit Card Bill or Bank Statement (with stamp and signature of Bank Manager). 99-number Phone Book. choice of ringtones and many more. Service available in select cities.

Speed Dialing. BENEFIT #5 Wireless Internet (R-Connect) In-built modem for high speed Internet connectivity at speeds of up to 115 kbps. BENEFIT #3 Parallel Connection Facility Two voice ports to connect two telephone instruments to be used as parallel connection. 1 . Alarm and Caller Line Identification enabled. Call Wait/Call Hold. BENEFIT #4 No Wires Attached Wireless connectivity-immune to cable cuts. Carry it along when you shift your home/office. Call Divert. Call Restrict/Call Lock. Substantial savings on ISD calls. BENEFIT #2 Zero Effective Rentals Value of free calls almost equivalent to monthly plan charges. rains etc. BENEFIT #6 3-way Call Conferencing. No separate ISP connection required. Hotline.Fixed Wireless Terminal (FWT) BENEFIT #1 Great Savings Unbelievably low call rates.

TATA TELESERVICES LTD Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom sector.000 employees worldwide and more than 3.SERVICE AVAILABLE IN SELECT CITIES. over 350. It has embarked on a growth path since the acquisition of Hughes Tele. Incorporated in 1996. Submit photocopies of documents and bring originals for verification. For Identity Proof: Passport/Voter ID Card/PAN Card/Driving License/Photo Identity Card issued by an institution. It launched mobile operations in January 2005 and today enjoys a pan-India presence through existing operations in all of India’s 22 telecom Circles.2 million shareholders. The company is also 1 .com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. and includes over 90 companies. *For Residence Proof: Telephone/Electricity/Credit Card Bill or Bank Statement (with stamp and signature of Bank Manager). Documents should not be more than three months old. The Tata Group had revenues of around US $62.5 billion in Financial Year 2007-08. FAX IS NOT SUPPORTED. All documents need to be in customer's name. Tata Teleservices is the pioneer of the CDMA 1x technology platform in India.

around 350. Wireless Desktop Phones. Kerala.000 towns and villages across the country. thereby becoming the largest independent entity in this space . through its joint venture with NTT DOCOMO of Japan. starting with Tamil Nadu. Rest of Maharashtra. Kolkata and Jharkhand. as it stands to redefine the very face of telecoms in India. Tokyobased NTT DOCOMO is one of the world’s leading mobile operators . Andhra Pradesh. The company’s network has been rated as the ‘Least Congested’ in India for last five consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Wireless TT Info-Services Limited. and includes over 90 companies. serves around 50 million customers in more than 350.with the combined entity kicking off operations with 18. Karnataka. along with Tata Teleservices (Maharashtra) Ltd. Tata Teleservices Limited now also has a presence in the GSM space.000 towers. In December 2008.and has also been allotted spectrum in 18 telecom Circles. TATA DOCOMO has received a pan-India license to operate GSM telecom services .the market leader in the fixed wireless telephony market. The Tata Group had revenues of around US $62. 1 . Tata Teleservices announced a unique reverse equity swap strategic agreement between its telecom tower subsidiary. TATA DOCOMO marks a significant milestone in the Indian telecom landscape. HaryanaPunjab. and Quippo Telecom Infrastructure Limited . TATA DOCOMO arises out of the Tata Group’s strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. The company plans to launch pan-India operations by the year-end. The company has rolled out GSM services in phased manner. Orissa. Today.000 employees worldwide and more than 3. Public Booth Telephony and Wire line Services. TTSL’s bouquet of telephony services includes mobile services. Tata Teleservices Ltd.2 million shareholders. wireless desktop Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom sector. and offers differentiated products and services under the TATA DOCOMO brand name. with a bouquet of telephony services encompassing Mobile Services. Mumbai.in the Japanese market.and with the highest tenancy ratios in the industry. the company is the clear market leader. used by over 50 per cent of the country’s mobile phone users. MP&CG.5 bn in Financial Year 2007-08.

000 towers. Voice Portal. starting with South India. and offers differentiated products and services under the TATA DOCOMO brand name. thereby becoming the largest independent entity in this space. along with Tata Teleservices (Maharashtra) Ltd. Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. Three-way Conferencing. cricket. Tata Teleservices Limited now also has a presence in the GSM space. Tata Teleservices’ bouquet of telephony services includes mobile services.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. TATA DOCOMO has received a pan-India license to operate GSM telecom services—and has also been allotted spectrum in 18 telecom Circles and will roll out its services shortly. public booth telephony and wireline services. USB Modem. wireless desktop phones. Tata Teleservices announced a unique reverse equity swap strategic agreement between its fully-owned telecom tower subsidiary. Group Calling. Polyphonic Ring Tones.Incorporated in 1996. and Quippo Telecom Infrastructure Limited —with the combined entity kicking off operations with 18. Public Booth Telephony and Wireline Services. etc. Calling Card Services and Enterprise Services. The company’s network has been rated as the ‘Least Congested’ in India for last four consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Tokyobased NTT DOCOMO is one of the world’s leading mobile operators—in the Japanese market. Wi-Fi Internet.000 towns and villages across the country. It has embarked on a growth path since the acquisition of Hughes Tele. The company is also the market leader in the fixed wireless telephony market. with a bouquet of telephony services encompassing Mobile Services. 1 . Mobile Handsets and Voice & Data Services such as BREW Games. Roaming. Picture Messaging. astrology. as it stands to redefine the very face of telecoms in India. In December 2008. Wireless TT Info-Services Limited. through its joint venture with NTT DOCOMO of Japan. Today. Public Phone Booths. Data Cards. Some of the other products launched by the company include Pre-paid Wireless Desktop Phones. Other services include value-added services like Voice Portal. used by over 50 per cent of the country’s mobile phone users. It launched mobile operations in January 2005 and today enjoys a pan-India presence through existing operations in all of India’s 22 telecom Circles. the company is the clear market leader. TATA DOCOMO arises out of the Tata Group’s strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Wireless Desktop Phones. TATA DOCOMO marks a significant milestone in the Indian telecom landscape. serves over 36 million customers in more than 320. and Interactive Applications like news. Post-paid Internet Services. Tata Teleservices Ltd.

TTSL and has already rolled out its services in various circles. will work closely with the Tata Teleservices Limited management and provide know-how on helping the company develop its GSM business. particularly integrating services at the platform stage. while most of the rest of the industry is only beginning to talk of LTE technology and its possible applications. Tata Teleservices Limited. Despite being a late entrant. DOCOMO has already started conducting LTE trials in physical geographies. TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee. has already established its presence and is the fastest-growing pan-India operator. Tata Indicom. DOCOMO. The launch of the TATA DOCOMO brand marks a significant milestone in the Indian telecom landscape. TTSL's CDMA brand. under the brand TATA DOCOMO and has also been allotted spectrum in 18 telecom Circles. Tokyo-based NTT DOCOMO is one of the world's leading mobile operators-in the Japanese market. Over the years. Incorporated in 1996.TATA DOCOMO TATA DOCOMO is Tata Teleservices Limited's (TTSL) telecom service on the GSM platform-arising out of the Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. the company is clearly the preferred mobile phone service provider in Japan with a 50 per cent market share. serves over 37 million customers in more than 320. technologists at DOCOMO have defined industry benchmarks like 3G technology. Tata Teleservices has received a pan-India license to operate GSM telecom services. The Tata Group-NTT DOCOMO partnership will see offerings such as these being introduced in the Indian market under the TATA DOCOMO brand. NTT DOCOMO has played a major role in the evolution of mobile telecommunications through its development of cutting-edge technologies and services. The committee is responsible for the identification of key areas where the two companies will work together. both in terms of services and handset designs. as also products and services like the i-mode TM. Today. not just inside laboratories! DOCOMO is also a global leader in the VAS (Value-Added Services) space. Today. mobile payment and a plethora of lifestyle-enhancing applications.000 towns and villages across the country offering a wide 1 . along with Tata Teleservices (Maharashtra) Ltd. comprising of senior personnel from both companies. the world's leading mobile operator. as it stands to redefine the very face of telecoms in India.

Arun Kumar (alternate to Mr.f. Further. 2002. R Gopalakrishnan.f December 6. Pranav Roach (alternate to James Lucchese). J J irani. Jaykumar Dehejia & Vijay dhar have resigned from the office of the Director of the Company w. Hughes Tele. The Board will shortly be expanded to include one more director. 2. Ishaat Hussain. Hughes Tele.range of telephony services including Mobile Services. Mr.com India Ltd has informed the Board of Directors of the Company has accepted Mr Sett's resignation at its meeting held on July 16.) M/s.e. M/s.com crosses 150000 live customer lines.JohnMichael Lind (Alternate to Pramod Mittal) have also ceased to be alternate Directors w. 2001 . Mr.com (India) Ltd (HTIL).e.Mr. Hughes Network Systems. Francis X. Vinod K Mittal. 2002 signed a Memorandum of Understanding to discuss various possibilities for entering into atransaction with respect to the investment of the HTIL sponsors in HTIL. Partho Banerjee (Alternate to pradeep Kaul). Pradman Kaul have been appointed as Directors of the Company w.Com (India) Limited has informed the Exchange about the Change in Board of Directors as follows : 1. December 6. 2002-Hughes Tele. Jay Dehejia. Mr Dehejia has also been appointed as a member of the Audit Committee and Employees Stock Option Plan Compensation Committee. Public Booth Telephony and Wire-line Services. Mr. the Board of Directors has at its meeting held today appointed Mr Paul W Cheng as an Alternate Director to Mr.) Dr. Consequent to the above said resignations. N. Sanjay Chaudhary (alternate to Mr. Pramod Mittal. 2002. Pradeep Kaul. Mr. Mr. Paul W Cheng (Alternate to Jaykumar Dehejia). Vinod Shukla.com India Ltd has informed that the Board has appointed Mr Jay Dehejia as a Director of the Company. Wireless Desktop Phones. 2002. Hughes Tele. - Hughes Tele confirms appointment of G Varghese as President & CEO. Francis X Frantz. Firdose Vandrevala. and Tata Industries Ltd on April 23. 2002. December 6.Kishor Chaukar. S Ramakrishnan. James Lucchese. Jack Shaw. Frantz). Mr Vivek Sett will however continue as the Company's Chief Financial Officer. 1 - - - .S.e.Ramachandran & Mr. Mr Jay Dehejia is an Independent Director for the purpose of Clause 49 of the Listing Agreement. Jack Shaw). a shareholder of Hughes Tele. Pradman Kaul. Director has resigned and Mr Pradeep Kaul has been appointed in his place.f. Mr.

GTL and Tata Teleservices have been picked up by Andhra Pradesh Government to manage the information assets created by the state as part of its e-governance initiatives. the Private basic telecom services operator has launched its Voice Mail Services (VMS). intensified its focus on rest of - TTSL. Trail sought out for clarification on tariffs from WLL Player-Tata Teleservices. TTSL is re-evaluating its decision to expand its public Call Offices (PCO's) and Cyber Cafe's across the country under the Tata Indicom Umbrella. 1 - - - - . telephony services provider of Maharashtra has been officially renamed as Tata Teleservices (Maharashtra) ltd. 2003 Hughes Tele. Tata Teleservices has slashed its WLL STD rates to Rs.com. Tata Teleservices has tied up with Tier 1 internet service provider nLongue Communications to set up 400 telephone and internet Kiosks in rural Tamil Nadu. even though the company has maintained that its WLL tariffs have not been put on hold. Tata Teleservices (Maharashtra) Maharashtra (besides Mumbai). TTSL has received clearance from TN government for setting up an Optic Fibre Cable(OFC) backbone of the state Tata Teleservices impact with Tata InfoTech to set up a wireless application Laboratory at IIT-Mumbai.The above changes have been approved at the meeting of the Board of Directors of the Company held on December 6. 2002.1. Tata Teleservices ltd and Dish net DSL Ltd have tied up for sharing of infrastructure and a co-location agreement across the country.90 per minute for calls beyond 500kms.

TTSL has unveiled its CDMA -based mobile services in Mumbai with lowest pulse rate at 15 seconds. Firdose Vandrevala has been appointed as new non-executive chairman of Tata tale services. Tata Teleservices has reached a milestone by crossing 1 lakh subscribers in Delhi. J. Tata Teleservices has unveiled a new scheme called Tata Shareholder Privileges for its shareholders. in charge of marketing. through which the company can get mobile connection without paying any upfront charges. Launches basis telephone services in Pondicherry from 01/09/2003 Tata Teleservices starts operations in Prakasam district Tata Teleservices selects Subbed System's fraud management system 2004 1 - - - - . Tata Teleservices objected Reliance Infocomm locking in the customers of its limited mobility services for a period of 3 years and has termed it as anti-corruption practices. Firdose A. Mr. TTSL has tied up with Motorola for the letters first commercial CDM software switch.Amit Bose has been appointed as president of Tata Tele services .- TTSL has announced an offer which enables its customers to own a mobile phone and a connection for Rs. Mr. at airports. J. Vandrevala.999. TTML is negotiating with the Airport Authority of India (AAI) to offer Tata Indicom Wi-Fi services a high frequency wire free access to the internet. TTSL has successfully launched its Tata Indicomm CDMA services in Pune. sales and other initiatives of Tata Teleservices. nagpur Nasik and Aurangabad. Dr. Irani handed over the Chairmanship of the Board of Directors to Mr.

Virudhunagar in TN Tata Teleservices Limited (TTSL) on September 1.- Tata Tele unveils m-tribe to tap talent Tata Tele awards CDMA contract to Motorola 2004 TTSL in alliance with Dept of Posts for bill payments in TN Launches Tata Indicom Pre Pay service for fixed wireless phone (FWP) in Andhra Pradesh and Delhi circles. 2004. on Sept 10. launches its services in Raichur Launches lower rate slab for its `True Paid' customers Tata Indicom rolls out first ever PTT service in India 2005 Hyundai Motor sign Mo U with Tata Indicom on Feb 11. Tata Teleservices has signed a memorandum of understanding with China Unicom for joint development of applications on the CDMA technology platform Tata Indicom has launched push-to-talk capable handsets. 2005 1 - - - - - - - . announced the launch of telecom services in Anantapur town that would cover fixed wireless and mobile to customers Tata Indicom. which allows subscribers to connect instantly with other users of similar handsets Tata Indicom forges alliance with Nokia to roll out gaming package Tata Indicom's IP-VPN services bags international accreditation Tata Teleservices has awarded a contract worth nearly $ 30 million to Lucent Technologies to help in the CDMA network expansion of Tata Teleservices in Andhra Pradesh VSNL joins hands with TTSL to offer global calling cards Tata Indicom launches new contest on Euro 2004 Tata Indicom forays into wireless pre-paid segment with new features Tata Indicom begins services in Sivakasi.

) Roaming Rs.0.1 Rs.0 Rs.75 1 .2 Rs.1 per Rs.50 Rs.299 Free Rs.0.25 Rs.425 (Local Calls) Rs.0.1 Rs.) Rs. Qualcomm TATA indicom postpaid plan Talk World Get More Do More Business Get more 124 199 999 Gold Do More Business Do More Get More 0123 Silver 1599 399 - - Overview Validity Price Incoming Calls Free TalkTime Rs.50 Rs.224 Free Rs.500 Mins b.0 Rs.1 Rs.50 Rs.150 Rs. VSNL in pact with Indian Institute of Management Calcutta To providing exclusive and customized communications solutions Tata Teleservices Ltd has launched its first `Tata Indicom True Value Hub' in Kerala 2006 Tata Tele unveils Tata Indicom Walky TTML joins hand with TCS.25 (Optional) (Optional) (Optional) (Optional) (Optional) Rs.50 Rs.0.10 Rs. 100 (Local/STD/ISD) Free Rs.1599 Free Rs.1 Rs.124 Free Rs.0 Incoming .1 Rs.- Tata Tele launches services in Uttaranchal TTSL ropes in Trisha as brand ambassador Tata Tele unveils Tata Indicom mobile services in Kerala Tata Teleservices inaugurates `True paid' campaign Tata Indicom ties-up with Bangalore One for payment of its bills by Customers at Bangalore One centers spread across the city Tata Tele.50 Rs.25 Rs.25 Rs.1.1.20 Rs.1.0.20 Rs.1.199(All No Rental Calls) and CLIP charges for 12 months.123 Free Rs.349 Free Rs.999 Free Rs.1 Rs.399 Free Rs.0 Rs.2 Rs.1 Rs.50 Rs.75 Rs.50 Free (Optional) a.0.25 Rs.0 Rs.50 Rs.50 3 minutes Rs.0. Rs.2 Rs.0.0 (All Calls) Clip Charges Local Rates Same Carrier Other Carriers Landline Rs.0.199 Free Rs.1 Rs.1 Rs.

65 Rs. SAARC countries.9. Guinea Bissau.65 Rs.2 Rs.9.50 Rs. Hong Kong.2.2 Rs.2.2.2 Rs.9.9.3 Rs. Australia. Gulf.2 Rs.2 Rs. Diego Garcia.9 PM Monday to Friday) Rs. Tokelau.2.9.50 Rs.65 Rs.2 Rs.2 Rs.9.9.2 Rs.1 per Rs.50 Rs.9.2 Rs.65 Rs.2 Rs.2.2.2.2.40 Rs.2.9. Africa & Rest of the world Get More Do More Business Get more 124 199 999 Gold Do More Business Do More Get More 0123 Silver 1599 399 Rs.2.2 Cuba.9.9.2.2 (9 AM.2 Rs. Europe (Fixed Line).2 Rs.9.9 PM Monday to Friday) Rs.65 Rs.2 Rs. Canada.00 (9 PM . 7.2 3 minutes Rs. Cook Islands.2.20 Rs. Vanuatu.65 Rs.65 Rs.40 Rs.9.2. 4.9. Indonesia. Solomon Islands.65 Rs.65 Rs. Sao Tome & Principe.65 Rs.40 Rs. New Zealand.3 Rs. Singapore.9. Malaysia.9.2 Rs.3 Rs.00 (9 PM . Thailand.65 Rs.2 Rs. Tuvalu.Talk World STD Rates Same Carrier Other Carriers Landline ISD Rates USA.2 (9 AM.2 Rs. Norfolk Island. Europe (Mobile).9 AM Monday to Friday and 24 hours on Sat/Sun) Rs.2.2. 9. Nauru.1 Rs.1 Rs.2. 1 .9 AM Monday to Friday and 24 hours on Sat/Sun) Rs. 6.

2 Rs.1 Rs.5 Rs.5 Rs.5 Rs.2 Rs.5 Rs.5 Rs.1 Rs.2 Rs.50 Rs.0.4 al Other Details Other Details • * G et M o r e 2 7 4.1 Rs.2 Rs.5 Rs.0.2 Rs.1 Rs.1 Rs.2 Rs. of fe ri n g 7 5 0 m in ut e s fr e e in c o m in g r o a m in g b e n ef it p • * D o M o r e 0 1 2 3 R o a m .5 Internation Rs.2 Rs.50 Rs.1 Rs.1 Rs.5 Rs.Talk World Sakhalin SMS National Local Get More Do More Business Get more 124 199 999 Gold Do More Business Do More Get More 0123 Silver 1599 399 Rs.1 Rs.1 Rs. of fe ri n g 7 5 0 m in ut e s fr e e in c o m in g r o a m in g 1 .

3 4 8. 5 0 ( af te r fr e e 7 5 0 m in s u s a g e ) 1 . R s 0.Talk World Get More Do More Business Get more 124 199 999 Gold Do More Business Do More Get More 0123 Silver 1599 399 e r m o nt h at m o nt hl y c o m m it m e nt of R s. 5 0 ( af te r fr e e 7 5 0 m in s u s a g e ) b e n ef it p e r m o nt h at m o nt hl y c o m m it m e nt of R s. R s 0. 2 7 4.

Chapter 2 1 .

 To find out the most effective media for advertisement.OBJECTIVE OF THE STUDY The objective of the study was to get an understanding of the customer feedback segment of the Reliance Imfocomm and Tata indicom.  To determine the overall improvement in the services.  To determine the impact of advertisement on customers.  To find out the customers preference. The scope of study involves. 1 .  To find out the satisfaction level of customers.  To find out the brand preference between customers.

Saharanpur Sampling size: . So and my is sample size more then 30 (N≥30) so I have used the t-test.Dehradun. Sampling Area: .RESEARCH METHODOLOGY DATA COLLECTION METHOD PRIMARY DATA:Sources of primary data Depth interview base on detailed questionnaire.My sample size is (200 customers in the reliance telecom and (200) customers in the Tata indicom in Dehradun and Saharanpur. 1 . so my sample is (200+200) =400. It contains set of questions that are framed based on objective for study. I have used the close ended and open ended question. And I have use large sampling technique like CHI SQUARE TEST.

same data from the books and article. Because my sample size large simple.I have used the Random sampling. Sampling Unit :.Reliance and Tata indicom customers in Dehradun and Saharanpur Secondary data:- I have used the secondary data from magazine.Sample Process: . and internet. Journal. 1 .

The telecommunication industry is a fast growing industry and therefore interesting to investigate. assessment of the level of satisfaction. buying center and choice criteria. quality and operational aspects of gadgets and social /psychological costs due to unsolicited promotional calls /SMS. from the company HI3G Access. A highly topical company in the third generation telecom networks with Ericsson as one of their primary suppliers. Sam Manaberi [2005] Discussed the industrial purchasing stands for more than half of the whole economic activity in industrialized countries. preference for various attributes and functionalities of gadgets .LITeRATEUR review Consumer satisfaction This study is conducted by TRAI. influenced by word of mouth. to the telecom supplier Ericsson. Therefore it is important to understand how industries perform buying activities. Additional findings involve a small buying center. A case study was made with a customer. also known as 3. 1 . Consumer behavior The titled named “consumer buying behavior” by Martin Tina. The purpose has been further developed in forms of research questions dealing with the buying process. The analysis in this report shows that the consumption behavior of the mobile phone users in Delhi and covers the aspects like usage pattern of the mobile phone services. The conducted telephone interview indicates a swift buying process. The purpose of this study was to investigate the characteristics of industrial buying behavior in the telecommunication industry. which is mainly controlled by the technical and procurement staff and the importance of price as selection criteria as the product is becoming a commodity. It assesses the satisfaction level of consumers encompassing quality of technical service.

The results indicate that while price and properties were the most influential factors affecting the purchase of a new mobile phone. LITeRATEUR review on CONSUMER BUYING BEHAVIOUR Efthymios Constantinides Journal Internet Research Year: (2004)7 Volume: 14 Issue: 2 Page: (111 – 126) According to the journal “Addresses one of the fundamental issues of emarketing: how to attract and win over the consumer in the highly competitive Internet marketplace. Track: New Technologies and E – Marketing.The article named “consumer buying behavior in mobile phone market in Finland” by EMAC conference. price. The survey conducted With 397 consumers and looked at their motives to purchase new mobile phones on one Hand and factors affecting operator choice on the other.” 1 . the Web experience. Provides a contribution to the theoretical debate around the factors influencing the online consumer's behavior and outlines some noticeable similarities and differences between the traditional and virtual consumers. driving additional traffic to traditional sales outlets. Identifying the Web experience components and understanding their role as inputs in the online customer's decisionmaking process are the first step in developing and delivering an attractive online presence likely to have the maximum impact on Internet users. Click-and-mortar firms delivering superior Web experience influence their physical clients’ perceptions and attitudes. audibility and friend’s operator were regarded as the most important in the choice of the mobile phone operator. This paper concludes with a discussion of contributions and purposes ideas for future studies in this under researched area. Analyses the factors affecting the online consumer's behavior and examines how e-marketers can influence the outcome of the virtual interaction and buying process by focusing their marketing efforts on elements shaping the customer's virtual experience.

buying center and choice criteria. audibility and friends operator were regarded as the most important in the choice of the brand. mobile to mobile phones rates and the connection fee. access cost . The titled named “consumer buying behavior” by Martin Tina. bsnl and vodaphone are all very different. call rates. The purpose of this study was to investigate the characteristics of industrial buying behavior in the telecommunication industry. price. and free call and underestimates the importance of a monthly access fee. She conducted an experiment with 94 consumers to identify the amount of self knowledge consumers have when choosing between mobile phone brands.See Henry assail (1987)27 has discussed the consumer buying behavior is the “consumer decision making varies with the type of buying decision. idea. from the company HI3G Access. A highly topical company in the third generation telecom networks with Ericsson as one of their primary suppliers. Brand selection The research study titled “factors affecting the brand decision in the mobile phone industry” in Asia by Liu 2002. The purpose has been further developed in forms of research questions dealing with the buying process. connection fee. The telecommunication industry is a fast growing industry and therefore interesting to investigate. The study was Build upon six key attributes like telephone features. also known as 3. The decisions to buy Tata indicom. mobile to Mobile phone rates call rates and free calls related to mobile phone purchasing respondents had to importance rate.This study found that the choice of a cellular phone is characterized by two 1 . A case study was made with a customer. Complex and expensive purchases are likely to involve more buyer deliberation and more participants”. Additional findings involve a small buying center. Therefore it is important to understand how industries perform buying activities. The research shows that consumers with prior experience about a product can predict their choices relatively well but customers tended to overestimate the importance of features. which is mainly controlled by the technical and procurement staff and the importance of price as selection criteria as the product is becoming a commodity. to the telecom supplier Ericsson. The project study titled “customer buying behavior of mobile phone brands” by Riquelme (2001). Sam Manaberi [2005] discussed the industrial purchasing stands for more than half of the whole economic activity in industrialized countries. The article named “consumer buying behavior in mobile phone market in Finland” by EMAC conference. reliance. The conducted telephone interview indicates a swift buying process. Track: New Technologies and E – Marketing. The results indicate that while price and properties were the most influential factors affecting the purchase of a new mobile phone. influenced by word of mouth. The survey conducted with 397 consumers and looked at their motives to purchase new mobile phones on one hand and factors affecting operator choice on the other.

RAMESH AND G. While price and regularity of service were found to dominate choice between network providers.(1998)16 has discussed the consumer perception as the price of the product of well known brands cannot bi differentiated.attitudes to brands: attitude towards the mobile phone brand on one hand and attitude towards the network on the other. and David A.SUDHA (2008)19 Page no.A. retailer are in a very hard position to differentiate them by concentrating be other factors. in order to grow in a world of 1 . companies want to place their products in multi-brand shops. As customer have more choice and more information then ever before. Purchase decision become mare complex not only because of more choices but also similar features that are offered by all the brands especially for consumer durables. Consumers also prefer multi-brand shops and retailer feel it hard and difficult to manage single brands shops. MR. The brand will actually be not towards smaller phones but towards phones with better capability and larger screen. Aaker. more than size. retailer must be highly focused. (495497) has been discussed consumer are open to a wide range of products after the tidal waves of globalization. choices between mobile phone brands were affected by new technology features such as memory capacity and SMS – options. LITeRATEUR review on CONSUMER PERCEPTION According to the Mr. To face the tough competition.S.

but shift simple having a from ‘productcentric’ to ‘customer-centric’ approach. This study is conducted by TRAI. service quality. The analysis in this report shows that the consumption behavior of the mobile phone users in Delhi and covers the aspects like usage pattern of the mobile phone services. The study aims to find out what are Critical factors those are playing an important role to select the telecommunication service provider. It is not increasing the store image along. It assesses the satisfaction level of consumers encompassing quality of technical service. In this research study too the customer satisfaction of the both companies TATA and Reliance are comparable in some aspects and not comparable in some other aspect like GSM service of Reliance communication cannot be comparable with Tata indicom CDMA service. As we know that customer satisfaction is not completely measured by any method because there are some loopholes in the study that are not the under control of anyone that the external environment cannot controlled. Result provides a comprehensive analysis of the important factors for playing an important role for the customer to select the telecommunication service provider. Shameem Al Mahmud. The services of the Reliance communication are founded to be better than Tata indicom because of their flexible plan for according to the needs of the customer which make the company to generate revenue from the postpaid section. preference for various attributes and functionalities of gadgets . Retailer therefore needs to adopt a new approach. product quality and availability. The postpaid section of the Reliance communication generates the 57% of total revenue of the total profit. May. 2007 by Ahasanul Haque. Journal of International Business and Economics. In conclusion. 1 . assessment of the level of satisfaction. and promotional offer for consumer perception. Value addition As this topic is controversial topic at all. quality and operational aspects of gadgets and social /psychological costs due to unsolicited promotional calls /SMS. Abdur Raquib.extremes. These factors are expected to have a great role during the time to choose telecommunication service provider. The analysis confirms the significant positive relationship of price. practitioners can be deriving a better understanding of the activities that are being played a vital role for the consumer perception. The article titled “consumer perception and its choice mobile telecom service provider in Malaysia. Ali Khatibi.

Rust. track new opportunities to better serve their customers and act. Recently CRM has taken a center stage in the business world with businesses concentrating on saving money and increasing profits by redefining internal processes and procedures. Zeithaml (2000)21 During customer equity. than it does to court new ones. It costs a company dramatically less to retain and grow an existing client. therefore the value of customer information and management should never be underestimated.(76-78). Customer equity is the total of the discounted lifetime values of all the firm’s customers. From a 1 . organizational culture and technology solutions that enhance an organization's ability to see the differences in its customers’ and prospects' behavior and needs. “CRM is an acronym for ‘Customer Relationship Management’. There are various technical components of CRM like customer information. marketing management written by the Philip kotler (2004)page no. Valerie A.LITeRATEUR review MANAGEMENT (CRM) on CUSTOMER RELACTIONSHIP According to the Mr. The aim of customer relationship management (CRM) is to produce high customer equity. the higher the customer equity. instantly and profitably.Roland T. Clarity. It is said that “It is seven times more expensive to acquire a new customer than to keep an existing one”. on those differences and opportunities. processes. the more loyal the customers. CRM is a set of strategies. sales. marketing trends and marketing efficacy that act in tandem to improve relationship between companies and consumers. metrics.

The diagram below shows the Marketing Teacher Model of CRM and Business Strategy. and indeed within the field of marketing itself. Our model contains three key phases customer acquisition.technological perspective. for use while dealing with customers at these very touch points.. value creation and innovative IT. This data is then analyzed and the results of the analysis are distributed via customer touch points like mobile sales force. point-of-sale. The Internet has revolutionized the way business is done and has virtually taken the enterprise information system within the reach of the customer. CRM from the Business Strategy Perspective. etc. inbound and outbound call centers. through the Internet and increasingly through mobile devices. email. 1 . It can be accessed through the call centers. and three contextual factors . customer retention and customer extinction. it involves capturing customer data from across the organization and consolidating all internally and externally acquired customer-related data in a central database. web sites. The Business Strategy perspective has most in common with many of the lessons and topics contained on this website.marketing orientation.

maintenance and optimization of long-term mutually valuable relationships between consumers and organizations. CRM brings together information from all areas of a company (sales. solutions or experiences to customers. What you cry? What does that mean? Let's unpack the definition. This allows company representatives to make quick and informed decisions when communicating with a prospect or customer. retention and extension of products. and customer service and management departments) to provide a complete view of each customer. So CRM is the building and maintenance of longterm customer relationships. The business strategy is based upon the recruitment.” 1 . and profits to companies. This is based upon a definition of marketing that considers marketing as a mutually satisfying system of exchanges (for example Baker 2002).A commonly cited definition of CRM is that of CRM (UK) Ltd (2002). marketing. “CRM software provides a company-wide business strategy designed to reduce costs and increase profitability by improving customer loyalty. as follows: Customer Relationship Management is the establishment. The relationship delivers value to customers. services. The key to the definition is long-term mutually valuable relationship. development. The relationship is supported (but not driven) by cutting edge IT. This is the core of CRM.

advertising. you can provide better customer relations and grow revenues by creating more sales. This way. wants and preconceived ideas of a customer about a product or service. confidence in the staff and a personal interest in his / her patronage. reliability. The needs. the feeling that a product or service has met the customer expectation. helpfulness. and to discuss problems · Identify specific problems in your customer service program and apply treatment. Customer expectation will be influenced by a customer’s perception of the product or service and can be created by previous experience. The level of customer service is also a factor and a customer might expect to encounter efficiency. awareness of 32 competitors and brand image. defects and much more. to accept feedback from them. Customer service According to Turban et al “customer service is a series of activities designed to enhance the level of customer satisfaction that is. CRM software provides a standard framework for pushing lead information through a sales pipeline and managing it amongst many stakeholders. 1 . while losing fewer customers. hearsay. The main objectives of customer services are: · Learn to identify and analyze customer needs and problems · Recognize the most common reasons for customer complaints · Discover techniques to cultivate and maintain special customer relationships · Assess your communication style and use two – way communication skills to level with people. service contracts.CRM can access information on products purchased.

Table1: Gender of the customers SI no. The gender of the respondents is presented in the table below.EMPIRICAL ANALYSIS DEMOGRAPHIC ANALYSIS OF DATA Gender of the customers The collected primary data has been analyzed with the help of percentage analysis and weighted average method. 1 2 3 Gender Male Female Total Frequency 274 126 400 Percent 68% 32% 100% 1 .

It is obvious from above table1 that 68% of the respondents are male and 32% of the respondents are female out of 400 respondents. Table2: company prefer of the customers SI no.Interpretation: . 1 2 3 Company Reliance Tata Total Frequency 274 126 400 Percent 68% 32% 100% 1 .

Table3: Technology prefer Technology CDMA GSM both Frequency 220 85 95 Percent 55% 21% 24% 1 .Interpretation: .It is obvious from above table2 that 68% of the respondents are prefer to the reliance and 32% of the respondents are Tata indicom out of 400 respondents.

It is obvious from above table3 that 55% of the prefer the CDMA service.Interpretation: .21% of the GSM and 24% both services out of 400 respondents. Table4: factor do you prefer while using the telecom service Reliance Coverage Connectivity frequency 40 60 Tata Coverage Connectivity Frequency 26 35 1 .

Tariff Plan Value added service 104 70 Tariff Plan Value added service 40 25 1 .

promoted you to have this service Reliance Friend Family Advertisement Other frequency 80 64 110 40 Tata Friend Family Advertisement Other Frequency 35 26 50 15 1 .Table 5:.

1 .

satisfaction level of the customers satisfaction level with service Very good Good Satisfied Bad Reliance 74 60 140 0 Tata 40 50 36 0 1 .Overall satisfaction level with service of the customers The details of the satisfaction level of the respondents are given in the table below Table 6:.

Very bad 0 0 1 .

1 ..

Reliance Tata TOTAL LEVEL OF SATISFACTION OF THE CUSTOMERS VERYGOOD 74 40 124 GOOD 60 50 130 SATISFIED BAD 140 36 186 0 0 0 VERY BAD 0 0 0 TOTAL 274 126 400 NULL HYPOTHESIS (H0): The services of Reliance is better than of Tata Indicom ALTERNATIVE HYPOTHESIS (H1): The services of Reliance is not better than of Tata Indicom 1 .Table 1 Gender and level of satisfaction towards services rendered by Reliance Sl. 1. 2. COMPANY No.

95 58.51 0 0 0.00 8.80 Fo Fe CHI – SQUARE TEST Calculated value = = Observed Value Expected Value = 23.03 158.47 1.80 1 .94 9.05 127.94 29.36 9.24 0 0 0.69 89.05 12.31 0 0 (Fo-Fe)2/Fe 2.71 0 0 23.06 40.90 510.88 81.59 0 0 (Fo-Fe)2 119.59 0 0 0.05 -22.41 0 0 39.CHI – SQUARE TEST Fo 74 60 140 0 0 40 50 36 0 0 Calculation of Fe 124 x 274/400 130 x 274/400 186 x 274/400 0 x 274/400 0 x 274/400 124 x126/400 130 x 126/400 186 x 126/400 0 x 126/400 0 x 126/400 Fe 50.68 843.59 0 0 Fo-Fe 10.02 2.

From the above analysis. 1 ..Degree of freedom Table Value =4 = (at 5% level of significance) Interpretation: .e. i. Both male and female respondents are not equally satisfied from the services rendered by Reliance. null hypothesis is Rejected. it is found that the calculated value is more than the table value. So there is significant difference between the gender and the level of satisfaction towards the services rendered by Reliance.

100% of the respondents are having telecommunication facility.Chapter III FINDINGS 1. According to the survey. the main elements of buying behavior of TATA Indicom telecommunication service are :  100% of the respondents are considering coverage 1 . 2.

Most people like the reliance 68% and 32% people like the Tata. 4. like television ad showing the price.The coverage of reliance is better than Idea. 4.TATA Indicom. quality. 3.coverage. and other 1 . Sales promotion can be more intense. 3. Rspondents are looking for offers  Mostly people looking for the company brand image  looking for customer service of the company  Respondents are noticing sales promotion like advertisement. 5. Company can decrease call rates to other subscribers for attracting youngsters 2.All the people are satisfied the Reliance services like. brand image. customer service and sales promotion Acording my serve. Better quality batteries may be provided with the set. offers. 6. Voucher card can provide all the retail shops on time for customer convenience. SUGGESTION This study offers the following suggestions: Following are the few suggestions to Reliance and Tata for improving the market share and image of the products concerned. 32 % respondents are satisfied with the recharge coupons offered by the TATA Indicom. 1.

All the TATA Indicom retail hubs can have the complaint grievance box for customers. the billing department has to be more effective & efficient. The selected company for the study is TATA indicom which is having a 1 . Provide the tower to all centers for avoiding the network problem. 11. Even though the company has some offers or other value added services.product related details. To ensure better customer satisfaction & maintain higher level of Customer relationship management. 10. The employees can call back to customers atleast once in a month for getting the feedback of the services offered. 8. Customers are demanding for affordable price for product and gifts with purchasing. Company can appoint more technicians to all TATA retail True Value hubs to recover on time land line service compliant. 15. Majority of the customers are not satisfied with the recharge coupons offering by the company. 13. 14. The cancellation mainly occurs in landline connection. 9. 5. 7. So the company can take care of the following services 96  Billing activities  After sales service  On time delivery of the product after complaint has to be recovered. User manuals and the plan’s pamphlets should be given to the staff for clearing the doubts of the customers. Employees can inform customer complaint on time to the head of the department. Customer relationship managers can keep the records of update details regarding the customer’s address change for sending the postpaid billing charges to avoid delay of payment. 6. 12. CONCLUSION The conducted study try to examine the market mindset towards one of the major player in the telecom sector. 16. it can be well known by the sales people. So it is better to provide adequate training to the sales people. So the company can increase the talk time to all recharge coupons.

he has to settle at the earliest. The researcher got an exposure to the real situations of telecom market world and reactions to the customers and enable to understand the customer reactions while they are undergoing dissatisfaction of services. poor after sales services. It also investigates the major reasons behind cancellation of services by the customers. This will give him an insight into the customer problems. which will help him to expand his market and improve his image. As the number of mobile phone usersare estimated to rise to about 120 million by 2008.reputation in the market. BIBLIOGRAPHY 1 . less network coverage etc.  The main reasons for cancellation of the services were: . customer service. Customer care service is excellent. Due to the growing need for mobile phones. More user are satisfied with plane 249/-in Reliance . To the marketer. the present study is a market reflection about the services offered. This study had examined customer evaluation about the tele services provided by the company. The major findings are  The customers are not satisfied with services because of the low quality.coverage problem. From the research being conducted we can conclude the connectivity is fine more emphasis should be given more on advertisements. high price. it’s no wonder that service providers are going all out to capture. billing complaint shows the negative impressions to the company. More customer have knowledge of the company plan. as much market space as they can.it’s not surprising that most of the leading service providers in India have started branding and marketing their services more aggressively.

Vol 2 [2005] consumer buying behavior.(2002). Marketing Management Twelfth Edition. Sharp A. 9. Bolton. Kannan.N. Valerie A.18-35 12. Prentice Hall. Indian Journals 8. consumer buying behavior and marketing action Boston: Kant (1965) (ch. Sam Manaberi. Customer Satisfaction and Loyalty judgement. (2002) Factors affecting the brand decision in the mobile phone industry in asia. Dr Kothari C R (2008) Research Methodology: Methods and Techniques Wishwa Prakashan. M. 6. professional services. 3. Prentice Hall PTR. Singh J. (2002) Factors affecting the brand decision in the mobile phone industry in 7.No. Vol 4. Singh J. 14. marketing management written by the Philip kotler (2004) page no. 4. Liu. 15. 5. Implications of loyalty program membership and service experiences for customer retention and value.K. Payne Adrian (1998) Marketing Plans For Service Business. Vol 4. Philip Kotler and Kevin Lane Keller (2005). Sharma N. 1 . Liu. 2. India.18-35.(200202). 6.4) from the book marketing management written by the Philip kotler (2004) page no. (76-78). Journals of Academy old Marketing Management. Journals of the Academy of Marketing Science. (1999). The NIMBUS Journals of Service Marketing (March 2008) Vol. See Henry Assael. Jim Blythe (1999) The Essence of Consumer Behaviour . Customer Satisfaction and Loyalty judgment. pp. Journals of Academy od Marketing Management. pp. pp. 40 – 50. Roland T. Mr.(2002).1. Journals of Marketing. The Journal of Marketing Management 13. R. Sam Manaberi [2005]. 10. Delhi. Zeithaml (2000)22 During customer equity.D(2002) . the impact of communication effectiveness and service quality on relationship commitment in consumer. Buying behavior” by Martin Tina. P.Rust. Martin Tina.Bramlett .1. 11.

com www.com • www.yahoo.go.com • www.indiadaily. 1 .www.de • www.indiaonestop.kpmg.google.com Vs.com • • • www.

2.3 Which factor do you prefer while using the telecom service? Reliance (a) (b) (c) (d) Q.QUESTIONNAIRE Dear customer We. the student of NIMBUS ACADMEY OF MANAGEMENT.. Which service do you use out of these two? (a) Reliance Q. are conducted a study on customer satisfaction in reliance infocomm with Tata indicom please fill in the following questionnaire to help us in our surveyName: Age: Sex: Location: Q.1. Both Q.4 Coverage Connectivity Tariff Plan ( ) ( ) ( ) ( ) Tata indicom Coverage Connectivity Tariff Plan ( ) ) ( ) ( ) (b) Tata indicom Which technology do you prefer? (a) CDMA (b) GSM (c) Value added service Value added service ( Who promoted you to have this service? Reliance Tata indicom ( ) Friend ( ) 1 (a) Friend . DEHRADUN.

6. ( ) ( ) Q. ( ) ( ) (b) Good (e) Very Bad ( ) ( ) (c) Satisfied ( ) (a) Very Good (d) Bad Q.(b) (c) (d) Family Advertisement Other ( ) ( ) ( ) Family Advertisement Other ( ) ( ( ) ) Q.7 Are you aware of promotional scheme of this company’s services? (a) Yes (b) No Q. Rate your satisfaction level of your service provider.5. ( ) ( ) Q.8 ( ) ( ) Did the company advertisement meet the performance? (a) Yes (b) No.11 Which company provides better services? (a) Reliance ( ) 1 .9 Are you satisfied with the pricing polices of this company? (a) Yes (b) No. Which additional services do you like to have in your phone? ( ) ( ) ( ) ( ) Tata indicom Roaming Conference Grace period Full talk time ( ) ( ) ( ) ( ) Reliance (a) Roaming (b) Conference (c) Grace period (d) Full talk time Q.

( ) Name……………………. Place……………….(b) Tata indicom Date………………. 1 .