Telecom Customer Behavior

A
COMPREHENSIVE PROJECT REPORT

On
“To study the customers’ behaviour towards Telecom industry and
its major players”
SUBMITTED
TO
K.K. Parekh Institute of Management Studies-Amreli
In Partial Fulfillment of the Requirement of the Award for the Degree of
MASTER OF BUSINESS ADMINISTRATION
Under
Gujarat Technological University
UNDER THE GUIDANCE OF

Faculty Guide
Mr.Yagnaraj Manjaria(asst.professor)
SUBMITTED BY
Rupda Harsh P. 197220592004
Vyas Dhimant B. 197220592006
M.B.A – SEMESTER IV
K.K. Parekh Institute of Management Studies-Amreli
M.B.A PROGRAMME
Affiliated to Gujarat Technological University-Ahmedabad
Academic Year- 2021-2022
STUDENT DECLARATION
We, hereby declare that the Comprehensive Project Report entitled “To study the
customers’ behaviour towards Telecom industry and its major players” is a result
of our own work and Under the Guidance of Mr.Yagnaraj Manjaria (asst.professor at
K.K.P.I.M.S). We indebtedness to other work publications, references, if any, We
have been duly acknowledged.
Enrollment No.. Name Signature
197220592004 Rupda Harsh P.
197220592006 Vyas Dhimant B.
Place: Amreli Date:

Plagiarism Report
Institute’s Certificate
CERTIFICATE OF EXAMINER
This is to certify that project work embodied in this report entitled “To study the
customers’ behaviour towards Telecom industry and its major players” was
carried out by Rupda Harsh P. (197220592004) of K. K. Parekh Institute Of
Management Studies (722).
The report is approved / not approved.
Comments of External Examiner:
This report is for the partial fulfillment of the requirement of the award of the degree
of Master of Business Administration (Part-time) offered by Gujarat Technological
University.
--------------------------
(Examiner’s Sign)
Name of Examiner:
External Examiner’s Institute Name:
External Examiner’s Institute Code:
Date:
Place:
CERTIFICATE OF EXAMINER
This is to certify that project work embodied in this report entitled “To study the
customers’ behaviour towards Telecom industry and its major players” was
carried out by Vyas Dhimant B. (197220592006) of K. K. Parekh Institute Of
Management Studies (722).
The report is approved / not approved.
Comments of External Examiner:
This report is for the partial fulfillment of the requirement of the award of the degree
of Master of Business Administration (Part-time) offered by Gujarat Technological
University.
--------------------------
(Examiner’s Sign)
Name of Examiner:
External Examiner’s Institute Name:
External Examiner’s Institute Code:
Date:
Place:
PREFACE
COMPREHENSIVE PROJECT REPORT is the very important step for a

management student’s academic career. For students, industrial training is essential
for the complete understanding of the concepts learned from formal education. There
remains a huge gap between academic learning and the implementation of that
hypothetical knowledge in the practical world of modern business and commerce.
The study of M.B.A. is a bridge between the world of business education and
management and the world of practices. This helps the student to move over to the
professional life with facility.
“Learning is born out of experience and observation”. Learning is most effective
when put into practice. The management student can perform better in an organization
because of their familiarity with various techniques of management, compared to
those who merely obtain theoretical knowledge.
The practical training is essential feature of business studies. The current rapidly
changing businesses demand for dynamic youths and personnel.
ACKNOWLEDGEMENT
We would like to take this opportunity to express our since gratitude to all those who
guide us in right direction to complete this report.
We are heartily thankful to all the persons who spared their valuable time and helped
us a lot in preparation of this project report. There are many people behind making of
this report. Without their help and guidance, this would never have been made
possible.
We also take this opportunity to thank all our teachers for their constant guidance and
assistance throughout this study. We also express our sincere thanks to our guide
assistant professor Mr.Yagnaraj Manjaria for his constant support and guidance
through the project.
INDEX
Sr. No. PARTICULARS PAGE NO.

1 Introduction 02
2 About The Industry 03
3 Overview Of Indian Market 05
4 Major Players 06
5 Introduction To The Study 20
6 Literature review 21
7 Back ground of study 25
8 Rationale of study 26
9 Objectives 27
10 Hypothesis 28
11 Sampling Method 29
12 Data Analysis & Interpretation 30
13 Hypothesis Analysis 54
14 Findings 57
15 Limitation 58
16 Conclusion 59
17 Bibliography 60
18 Annexure 62
List of Tables
Table 1 Global Players.................................................................................................................5
Table 2 Major Players..................................................................................................................8
Table 3 Information.....................................................................................................................9
Table 4 jio prepaid.....................................................................................................................14
Table 5 jio postpaid...................................................................................................................15
Table 6 airtel prepaid.................................................................................................................16
Table 7 airtel postpaid...............................................................................................................17
Table 8 vi prepaid......................................................................................................................18
Table 9 Vi postpaid....................................................................................................................19
Table 10 bsnl plans....................................................................................................................20
Table 11 Gender........................................................................................................................34
Table 12 Age..............................................................................................................................35
Table 13 Occupation..................................................................................................................36
Table 14 Income........................................................................................................................37
Table 15 telecom service...........................................................................................................38
Table 16 service type.................................................................................................................39
Table 17 using sim.....................................................................................................................40
Table 18 selection......................................................................................................................41
Table 19 use mobile...................................................................................................................42
Table 20 expense.......................................................................................................................43
Table 21 satisfaction..................................................................................................................44
Table 22 problem......................................................................................................................48
Table 23 problem type..............................................................................................................49
Table 24 report..........................................................................................................................50
Table 25 resolved......................................................................................................................51
Table 26 experience..................................................................................................................52
Table 27 switch..........................................................................................................................53
Table 28 continue......................................................................................................................54
Table 29 favorability..................................................................................................................56
Table 30 recommend.................................................................................................................57
List of Figures
Figure 1 Gender.........................................................................................................................31
Figure 2 Age...............................................................................................................................32
Figure 3 Occupation..................................................................................................................33
Figure 4 Income.........................................................................................................................34
Figure 5 telecom service...........................................................................................................35
Figure 6 service type..................................................................................................................36
Figure 7 using sim......................................................................................................................37
Figure 8 selection......................................................................................................................38
Figure 9 use mobile...................................................................................................................39
Figure 10 expense......................................................................................................................40
Figure 11 satisfaction.................................................................................................................41
Figure 12 call rate......................................................................................................................42
Figure 13 network.....................................................................................................................42
Figure 14 internet......................................................................................................................43
Figure 15 internet cost..............................................................................................................43
Figure 16 VAS.............................................................................................................................44
Figure 17 problem.....................................................................................................................45
Figure 18 problem type.............................................................................................................46
Figure 19 report.........................................................................................................................47
Figure 20 resolved.....................................................................................................................48
Figure 21 experience.................................................................................................................49
Figure 22 switch.........................................................................................................................50
Figure 23 continue.....................................................................................................................51
Figure 24 favorability.................................................................................................................52
Figure 25 recommend...............................................................................................................53
PART – I
GENERAL
INFORMATION
1
INTRODUCTION
Consumer behaviour towards company has played a significant role in the success of
any of the firm in the world.This project is the study of the customers’ behaviour
towards Telecom industry and its major players.which are telecom companies provide
different services to consumer and they behaviour towards companies.This is the
survey work conducted by us on the customers’ behaviour towards Telecom industry
and its major players. In our research We have taken about 150 samples.
Our research is focusing To study the customers’ behaviour towards Telecom
industry and its major players.We have used descriptive research design by
collecting 150 samples from Amreli district by random sampling for preparing
this report.
About The Industry
The telecommunications industries within the sector of information and

communication technology is made up of all telecommunications/telephone
companies and internet service providers and plays the crucial role in the evolution
of mobile communications and the information society.
Traditional telephone calls continue to be the industry's biggest revenue generator, but

thanks to advances in network technology, telecom today is less about voice and
increasingly about text (messaging, email) and images (e.g. video streaming). High-
speed internet access for computer-based data applications such as broadband
information services and interactive entertainment, is pervasive. Digital subscriber
line (DSL) is the main broadband telecom technology. The fastest growth comes from
(value-added) services delivered over mobile networks.
The telecom sector continues to be at the epicentre for growth, innovation, and

disruption for virtually any industry.
Mobile devices and related broadband connectivity continue to be more and more
embedded in the fabric of society today and they are key in driving the momentum
around some key trends such as video streaming, Internet of Things (IoT), and mobile
payments.
Insight Research projected that telecommunications services revenue worldwide

would grow from $2.2 trillion in 2015 to $2.4 trillion in 2019.
Global Players
Market
Revenu
Company Country value Profit
e
($ billion)
China Mobile China 213.8 88.8 20.5
AT&T USA 200.1 127.3 7.3

Verizon
USA 137.3 115.7 0.9
Communications
Vodafone UK 135.7 74.4 11.1
América Móvil Mexico 70.7 60.2 7.1
Telefónica Spain 67.1 82.3 5.2
Telstra Australia 58.4 25.8 3.5
Nippon Telegraph & Tel Japan 58.2 127 5.6
Deutsche Telekom Germany 48.8 76.7 -7
Softbank Japan 47.2 38.78 3.8
Table 1 Global Players

Overview Of Indian Market
Currently, India is the world’s second-largest telecommunications market with a

subscriber base of 1.16 billion and has registered strong growth in the last decade. The
Indian mobile economy is growing rapidly and will contribute substantially to India’s
Gross Domestic Product (GDP) according to a report prepared by GSM Association
(GSMA) in collaboration with Boston Consulting Group (BCG). In 2019, India
surpassed the US to become the second largest market in terms of number of app
downloads.
The liberal and reformist policies of the Government of India have been instrumental
along with strong consumer demand in the rapid growth in the Indian telecom sector.
The Government has enabled easy market access to telecom equipment and a fair and
proactive regulatory framework, that has ensured availability of telecom services to
consumer at affordable prices. The deregulation of Foreign Direct Investment (FDI)
norms have made the sector one of the fastest growing and the top five employment
opportunity generator in the country.
Indian telecom industry underwent a high pace of market liberalisation and growth
since the 1990s and now has become the world's most competitive and one of the
fastest growing telecom markets. The Industry has grown over twenty times in just ten
years, from under 37 million subscribers in the year 2001 to over 846 million
subscribers in the year 2011, and 1151.8 billion at the end of December 2019. As of
Oct 2020, India has the world's second-largest mobile phone user base with over
115.18 crore users.
Major Players in India
1 Reliance Jio Jio Platforms
2 Airtel Bharti Airtel Limited
3 Vi Vodafone Idea Limited
4 BSNL Government of India
Table 2 Major Players

Subscri Acti
Opera bers (in ve Owners
Technology
tor Millions user hip
) s
 850(B5)/1800(B3)/2300(B40) LTE,
Jio
TD-LTE, FD-LTE, LTE-A 327.
1 Jio 408.77 Platform
 VoLTE, ViLTE, VoWiFi[2] 97
s
 WiFi
 GSM - 900/1800 (EDGE), GPRS
 900(B8)/1800(B3)/2100(B1)/2300( Bharti
328.
2 Airtel B40) LTE, TD-LTE, FD-LTE, LTE-A 338.71 Airtel
87
 VoLTE, ViLTE, VoWiFi[3] Limited
 WiFi
 GSM - 900/1800 (EDGE), GPRS
 900(B8)/1800(B3)/2100(B1)/2300(
256. Vodafon
B40)/2500(B41) LTE, TD-LTE, FD-
3 Vi 284.26 58 e Idea
LTE, LTE-A[5]
Limited
 VoLTE,[6] ViLTE, VoWiFi [7]
 WiFi[8]
 GSM - 900/1800 (EDGE), GPRS
 850(B5)/2100(B1)/2500(B41)LTE, Govern
BSNL 62.0
4 TD-LTE, FD-LTE, LTE-A 122.03 ment of
Mobile 0
 VoLTE[10] India
 WiMAX, WiFi,
Table 3 Information
1) Jio :
Reliance Jio is an entire ecosystem that allows Indians to live the digital life to the
fullest. This ecosystem consists of powerful broadband networks, useful applications,
best-in-class services and smart devices distributed to every doorstep in India. Jio’s
media offerings include the most comprehensive libraries and programmes of
recorded and live music, sports, live and catch up television, movies and events. Jio is
about creating connected intelligence for 6 billion global minds to unleash the power
of a young nation. The three-pronged focus on broadband networks, affordable
smartphones and the availability of rich content and applications has enabled Jio to
create an integrated business strategy from the very beginning, and today, Jio is
capable of offering a unique combination of telecom, high speed data, digital
commerce, media and payment services.
 Third largest telecom-operator in India

 More than 387.5 million subscribers
 Total broadband subscribers stood at 405.65 million at end of September 2020
 Lowest call drops in the country
 Standalone total income of Rs. 68,462 crore (US$ 9.71 billion) in 2020
2) Airtel :
Bharti Airtel Limited is a leading global telecommunications company with

operations in 16 countries across Asia and Africa. It is headquartered in New Delhi,
India. The company ranks amongst the top three mobile service providers globally in
terms of subscribers. In India, the company's product offerings include 2G, 3G and
4G wireless services, mobile commerce, fixed line services, high speed home
broadband, DTH, enterprise services including national & international long-distance
services to carriers. In the rest of the geographies, it offers 2G, 3G, 4G wireless
services and mobile commerce.
 Operations in 16 countries across Asia and Africa

 Customer base of over 423 million
 Total broadband subscribers stood at 145.96 million at end of May 2020
 Consolidated total income stood at Rs. 244.2 billion (US$ 3.32 billion) in the
first quarter of 2021
 Connecting India’s leading 1,000+ corporates
3) VI (Vodafone Idea) :
It was announced in March 2017 that Idea Cellular and Vodafone India would merge.
The merger got approval from Department Of Telecommunications in July 2018. On
30 August 2018, National Company Law Tribunal gave the final nod to the
Vodafone-Idea merger The merger was completed on 31 August 2018, and the newly
merged entity was named Vodafone Idea Limited. The merger created the largest
telecom company in India by subscribers and by revenue. Under the terms of the deal,
the Vodafone Group holds a 45.2% stake in the combined entity, the Aditya Birla
Group holds 26% and the remaining shares will be held by the public. Vi lost a
significant number of gross and active subscribers in the month of August 2020 after
the merger.
Until 7 September 2020, Vodafone Idea Limited operated two separate brands:
Vodafone – a postpaid & Prepaid GSM service.
Idea – a prepaid GSM service, similar to Vodafone Prepaid.
Vi also provides services including Mobile payments, IoT, enterprise offerings and
entertainment, accessible via both digital channels as well as on-ground touch points,
centres across the country.Vi has a broadband network of 340,000 sites, distribution
reach of 1.7 million retail outlets.
 With VIL’s 4G coverage expanded to nearly a billion indians , new brand Vi,
built to partner every indian to create a better and brighter tomorrow.
 VIL has set up world class network with largest spectrum portfolio,huge capacity
and built in 5G ready technologies, delivering fastest 4G speeds in many markets
incl. Delhi & Mumbai metros,as per Ookla.
 Future fit, digital telco, a customer champion, helping customers & businesses to
thrive.
4) BSNL :
BSNL is a technology-oriented company and provides all types of telecom services
namely telephone services on wireline, wireless local loop (WLL) and mobile,
broadband, internet, leased circuits and long-distance telecom service. The company
has been in the forefront of technology with 100% digital technology switching
network. BSNL’s nation-wide telecommunications network covers all district
headquarters, sub-divisional headquarters, Tehsil headquarters and almost all the
block headquarters.
As of April 2019, it had about 29.63-million-line basic telephone capacity, 1.39

million WLL capacity, 114.62 million GSM capacity, 31,611 fixed exchanges,
1,46,172 GSM BTSs, 95 Satellite Stations, 8,49,990 route kilometre (RKm) of OFC,
2,548 RKm of microwave network.
 100% government owned Public Sector Undertaking

 Workforce of around 186,000
 Total broadband subscribers stood at 24.83 million at end of September 2020
 Total consolidated expense of Rs. 34,224.93 crore (US$ 4.89 billion) in 2019
Major plans and services
1) Jio :
*prepaid plans :
Plan Validity Data

Rs.199 28 days 1.5 GB/day
Rs.249 28 day 2 GB/day
Table 4 jio prepaid

*Postpaid Plans :
Plan Validity Data

Rs.399 Bill cycle 75 GB
Table 5 jio postpaid

2) Airtel :
*Prepaid Plans :
Plan Validity Data

Rs.219 28 days 1 GB/day
Table 6 airtel prepaid

*Postpaid Plans :
Plan Validity Data

Rs.399 Bill cycle 40GB
Rs.1599 Bill cycle Unlimited Data
Table 7 airtel postpaid

3) VI (Vodafone Idea) :
*Prepaid Plans :
Plan Validity Data

Rs.249 28 day 1.5 GB/day
Table 8 vi prepaid
*Postpaid Plans :
Plan Validity Data

Table 9 Vi postpaid
4) BSNL :
*Recharges Plans :
Plan Validity Data

Rs.151 28 day 40 GB
Rs.398 90 day 2.2 GB/day
Rs.365 365 2 GB/day
Table 10 bsnl plans

PART – II
PRIMARY STUDY
INTRODUCTION OF STUDY
MARKET RESEARCH:
Market research involves studies related to buyer behavior, product or brand

preferences, advertising and its effects, awareness, sales promotion, physical
competition and so on.
The simple meaning of research is the process of gathering, recording and analysis of
critical and relevant facts about any problem in any branch of human activities. It
indicates critical study and scientific investigating on a problem a proposed course of
action hypothesis or a theory, while marketing research is a systematic gathering,
recording, and analysis of data about problem connected with all those factors which
have direct impact upon the marketing of products and services.
Marketing research is a process of accumulating, classifying, and analyzing data to

solve the problem of manufacturer and service provider.
This work is the project on the research of the customers’ behaviour towards Telecom
industry and its major players. This has been conducted by us by various questions
asked to the local public of Amreli and the rural customers of Telecom industry.
LITERATURE REVIEW
1) The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A

Case of Vodafone (Gloria K.Q Agyapong ,November 9, 2010 )The study adapted the
SERVQUAL model as the main framework for analyzing service quality. Multiple
regression analysis was used to examine the relationships between service quality
variables and customer satisfaction. The results showed that all the service quality
items were good predictors of customer satisfaction. For managers, this finding has
important implications with regard to brand building strategies. Indications of a
successful brand building strategy are found when companies provide quality services
relative to other companies within the same industry. It is imperative for Vodafone
(Ghana) and other telecom firms, therefore, to improve customer services by giving
customers what they want and at the right time.Thus, identifying and satisfying
customers’ needs could improve network services because what is offered can be used
to separate the company’s services from competitors’.
2) Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents

and Consequences (Mohammed M. Almossawi , November 8, 2012)This study sheds
some light on the importance and consequences of satisfaction in the competitive
telecom industry in Bahrain. The factors related to payments and savings (such as
offers, rents, charges) are the most significant in determining satisfaction, retention,
and likelihood of switching from one mobile provider to another. Conversely,
intercommunication factors (such as customer service, friendly employees, user-
friendly websites) were found to be the least significant. A significant positive
relationship was found between satisfaction and retention while a poor association
was noticed between satisfaction/retention and loyalty.
3) Impact of mergers on firm’s performance: An analysis of the Indian telecom
industry (Neha Verma , Jan 2013)Mergers and Acquisitions (MandA) are the leading
corporate strategies followed by organizations looking for improved value creation
and profitability. This research paper aims to study the impact of types of mergers on
the performance of Indian Telecom industry, by examining some pre and post-merger
financial and operating variables. For the purpose of the study, companies which have
been merged during the period 2001-02 to 2007-08 have been selected. The present
study is an endeavor to find out the impact of type of mergers on the post-merger
performance compared with pre-merger performance. The scope of the study is
restricted to Indian Telecom sector.
4) A Survey On Data Mining Techniques In Customer Churn Analysis For

Telecom Industry (Amal M. Almana ,May 2014)Customer churn prediction in
Telecom Industry is a core research topic in recent years. A huge amount of data is
generated in Telecom Industry every minute. On the other hand, there is lots of
development in data mining techniques. Customer churn has emerged as one of the
major issues in Telecom Industry. Telecom research indicates that it is more
expensive to gain a new customer than to retain an existing one. In order to retain
existing customers, Telecom providers need to know the reasons of churn, which can
be realized through the knowledge extracted from Telecom data. This paper surveys
the commonly used data mining techniques to identify customer churn patterns. The
recent literature in the area of predictive data mining techniques in customer churn
behavior is reviewed and a discussion on the future research directions is offered
5) Customer churn analysis in telecom industry ( kiran dahiya , Sept 2015)With the
rapid development of telecommunication industry, the service providers are inclined
more towards expansion of the subscriber base. To meet the need of surviving in the
competitive environment, the retention of existing customers has become a huge
challenge. In the survey done in the Telecom industry, it is stated that the cost of
acquiring a new customer is far more that retaining the existing one. Therefore, by
collecting knowledge from the telecom industries can help in predicting the
association of the customers as whether or not they will leave the company. The
required action needs to be undertaken by the telecom industries in order to initiate
the acquisition of their associated customers for making their market value stagnant
6) An Empirical Study to Measure Customer Experience for Telecom Operators
in Indian Telecom Industry (Joshi Sujata , Nov 2015 )as Indian Telecom industry
matures itself, service providers understand the essence of Customer Experience as
the prime differentiator towards business success. This paper will provide a
rundown of the extant literature on customer experience studies done in Telecom
industry. This research paper also attempts to identify the determinants of Customer
Experience for Telecom operators in Indian Telecom industry. Also this research
paper defines a yardstick called ACEI score to quantify customer experience in
telecom industry
7) Customer-based brand equity and firms' performance in the telecom

industry(Muhammad farooq buzdar , Oct 2016)The study put forward some useful
insights into a comprehensive understanding of CBBE in telecommunication industry.
The findings are more useful to practitioners in a way to understand link between
brand perception elements and organisational performance. The findings of the study
assist cellular companies to develop effective advertising campaign and design
customer satisfaction policies and programmes.
8) Role Of Quality Of Work Life In Determining Employee Engagement And

Organizational Commitment In Telecom Industry ( Jolly Sahni , Feb 2019)The
present empirical study is devoted to explore the quality of work life in telecom
industry and examine its association with employee engagement and organization
commitment. The data collected from a random sample of 312 employee working in
Telecom industry of Saudi Arabia, was analysed through Descriptive statistics and
Structural Equation Modeling (SEM). Evidence supports the significant relationship
of quality of work life and organizational commitment, however, there is a weak link
of quality of work life with employee engagement.
9) The Effect on the Telecom Industry and Consumers after the Introduction of
Reliance Jio ( Gupta Aditya , July 2019)In the world of intense competition amongst
all the industries, the telecom industry also does not fail to stay behind. With the
belief that the customer is the king, each and every company in India is willing to go
to depths and cross lines every day so that they can be that one brand that customers
look for. While choosing a Network, one looks for various factors such as Network
coverage, the call rates, the internet plan offered and not to forget but the value-added
services as well. Satisfying the consumers in each of this aspect is not an easy task.
Based on the literature review and after considering the questions we want to answer;
the research problem of the research paper is “The Effect on The Consumers and
Telecom Industry after the Introduction of Reliance Jio.” The problem mainly focuses
on how the telecom industry was before and after Jio, what people believe and
perceive about Reliance Jio and what challenges the competitors faced with the
introduction of Jio
10) Explore success factors that impact artificial intelligence adoption on telecom
industry (Hong chen ,Nov 2020)Accordingly, this paper proposes a framework to
explore the impacts of success factors on AI adoption in telecom industry by
integrating the technology, organization, and environment (TOE) framework and
diffusion of innovation (DOI) theory. Particularly, this framework consists of factors
regarding external environment, organizational capabilities, and innovation attributes
of AI. The framework is empirically tested with data collected by surveying telecom
companies in China. Structural equation modeling is applied to analyze the data. The
study provides support for firms’ decision-making and resource allocation regarding
AI adoption.
BACKGROUND OF THE STUDY
The study was conducted to know the customers’ behaviour towards Telecom
industry and its major players . The research was conducted by us as a part of our
M.B.A. program. The various types of questions were asked to the people from
around Amreli and its visitors. The survey gave the idea about how people response
towards telecom industry .
The basic aim was to find behaviour towards Telecom industry and its major players.
The basic questionnaire was prepared by us and was surveyed in the Amreli city. The
study intended to know the views of the people’s view regarding behaviour towards
Telecom industry and its major players
We have done this report by using descriptive research design by taking 150 samples
from Amreli city to measure behaviour towards Telecom industry and its major
players.
RATIONALE OF THE STUDY
 The Rationale statement of study is “To study the customers’ behaviour

towards Telecom industry and its major players’’.
● The study is helpful for the Telecom major players to know that how the
people behaviour towards them and there services in market.The study will
help the telecom major players to frame new and effective marketing
strategies.During the research we got larger survey experience and introduced
ourselves in front of people.The research will also help the telecom major
player to select right media for strategies.This will also help to create brand
image as well as to give knowledge of the telecom services.
OBJECTIVE
Primary objective:
- To study the customers’ behaviour towards Telecom industry and its major
players.
-
Secondary objectives:
- To know consumer behaviour regarding service provider.

- To study factor affecting for behaviour of consumer.
- To know consumer preference toward telecom major players.
- To know key factor that attract consumer to specific telecom player.
- To study that effectiveness of telecom player differs among gender of
respondents or not.
- To study impact of price on customer behaviour towards the service provider
HYPOTHESIS
H0: There is no significant impact of price on respondents with different age group.
Ha:There is a significant impact of price on respondents with different age group..
H0: There is no significant difference in satisfaction among respondents based on
their gender.
Ha:There is a significant difference in satisfaction among respondents based on their
gender.
H0:There is no significant difference in favourability towards the service provided by
the firm among respondents with different income group.
Ha:There is a significant difference in favourability towards the service provided by
SAMPLING METHOD:
Sampling is the selection of a subset (a statistical sample) of individuals from within a

statistical population to estimate characteristics of the whole population.
TYPE OF SAMPLING METHODS:
There are two types: Probability and Non-probability.

In this research, We have used Non-probability sampling method.
SAMPLING FRAME:
Sampling size 150
Sampling method Non-probability
Sampling technique convenience
Sampling unit Customer of Telecom industry
DATA COLLECTION METHOD:

Personal survey was used to collect the data through structured questionnaire.
DATA COLLECTION INSTRUMENT:

Structured questionnaire was used as an instrument for data collection.
TYPE OF DATA:
There are two type of data: primary and secondary.
Primary data: Primary data are the data that has been collected for the first time and
has been used exclusively.
Secondary data: Secondary data are the data that has been already collected by
someone and/or has been published earlier.
In this research, We have used primary data as a source of study.

DATA
COLLECTION AND
INTERPRETATION
DATA COLLECTION AND INTERPRETATION
● Gender :
Distribution of respondents on the basis of gender:
GENDER FREQUENCY
Male 91
Female 59
Total 150
Table 11 Gender
Figure 1 Gender
Interpretation:
The above chart shows that out of total respondents, 39.3% respondents were female
and 60.7% respondents were male.
 Age :
Distribution of respondents on the basis of Age:
AGE FREQUENCY
Below 20 34
21-40 years 81
41-60 years 30
Above 60 5
Total 150
Table 12 Age
Figure 2 Age
Interpretation:
The above chart shows that out of total respondents, 54% respondents were Below 20
years, 22.7% respondents were in between 21-40 years, 20% respondents were in
between 41-60 years and 3.3% respondents were above 60.
● Occupation :
Distribution of respondents on the basis of occupation:

OCCUPATION FREQUENCY
Students 69
Businessman 34
Government Employee 33
Farmer 08
Others 06
Total 150
Table 13 Occupation
Figure 3 Occupation
Interpretation:
From the above chart it can be seen that the 46% respondents of the total
respondents were students, the 22% respondents were Government employees, the
22.7% respondents were Businessman , 5.3% respondents were farmers and 4 %
respondents were From Others.
 Monthly Income :
Distribution of respondents on the basis of occupation:
Monthly Income FREQUENCY
less than 10000 33
10000-20000 54
20000-30000 35
30000-40000 20
More than 40000 8
Total 150
Table 14 Income
Figure 4 Income
Interpretation:
From the above chart it can be seen that the 22% respondents of the total
respondents were have less than 10000 income, the 36% respondents were have
10000-20000 income, the 23.3% respondents were have 20000-30000 income ,13.3%
respondents were have 30000-40000 and 5.3 % respondents were have more than
40000 income.
1. Which Telecom Service are you using?
Note:Multiple Choices are allowed
Distribution of respondents on the basis of usages :
Telecom Service FREQUENCY Total
Provider
Airtel 31 150
VI 72 150
BSNL 15 150
Jio 75 150
Table 15 telecom service
Figure 5 telecom service

Interpretation:
From the above chart it can be seen that out of the total respondents 20.7%
respondents are using airtel , 48% respondents are using VI , 10% respondents
are using bsnl and 50% respondents are using jio .
2. Which Service type are you using ?
Distribution of respondents on the basis of service type usages :
Service type FREQUENCY Total
Prepaid 110 150
Postpaid 47 150
Table 16 service type
Figure 6 service type

Interpretation:
respondents are using Prepaid service and 31.3% respondents are using
Postpaid service.
Note:Answer the below stated questions for the current paid telecom services you
are using from previously selected
3. How long have you been using this SIM ?
Distribution of respondents on the basis of SIM usages:
Using this SIM FREQUENCY
< 6 months 10
6 months - 1 year 27
1 year - 3 years 55
3 year - 5 years 35
> 5 years 23
Total 150
Table 17 using sim
Figure 7 using sim

Interpretation:
From the above chart it can be seen that out of the total respondents the 6.7%
respondents were using SIM less than 6 months, the 18% respondents were using
SIM 6 months to 1 year, the 36.7% respondents were using SIM 1 year to 3 years ,
23.3% respondents were using SIM 3 years to 5 years and 15.3 % respondents were
using SIM more than 5 years.
4. Reason for selection of particular service provider:
Distribution of respondents on the basis of selection:
Selection of FREQUENCY Total
Particular ISP
Low cost 58 150
Better network 102 150
Better Value Added 59 150

Services
Friend/ Family 43 150
circle
Advertisement 43 150
Influenced
Retailer Influenced 30 150
Table 18 selection
Figure 8 selection
Interpretation:
respondents using ISP for low cost , 68% respondents using ISP for better network ,
39.3% respondents using ISP for better VAS , 28.7% respondents using ISP for
influence by friend /family, 28.7 respondents using ISP for influence by
Advertisement and 20% respondents using ISP for influence by Retailers.
5. Use mobile for :
Distribution of respondents on the basis of use of mobile :
Use of mobile FREQUENCY
Only Phone calls 9
Both for phone calls and internet 141

usage
Total 150
Table 19 use mobile
Figure 9 use mobile

Interpretation:
From the above chart it can be seen that out of total respondents 94% respondents
using mobile for both phone calls and internet usage and remaining 6% respondents
using mobile for only phone calls .
6. How much amount do you spend on your monthly mobile expense?
Distribution of respondents on the basis of monthly mobile expense :
Monthly mobile expense FREQUENCY
Less than Rs. 200 25
Rs. 200-500 73
Rs. 500-1000 44
More than 1000 8
Total 150
Table 20 expense
Figure 10 expense
Interpretation:
From the above chart it can be seen that out of total respondents 16.7% respondents
spend less than Rs.200 for mobile expense, 48.7% respondents spend Rs.200-500 for
mobile expense, 29.3% respondents spend Rs.500-1000 for mobile expense and
remaining 5.3% respondents spend more than 1000 for mobile expense.
7. Rate the satisfaction level of the below listed services:
HS= High satisfied ,S=satisfied , N= Neutral
D= Dissatisfied , HD = High Dissatisfied
(VAS= Value added services eg. SMS, MMS, cricket update etc.)
Distribution of respondents on the basis of satisfaction level :
Particular HS S N D HD Total
s
Call rate 57 61 24 2 6 150
Network 35 60 46 5 4 150
Internet 39 57 38 12 4 150
Internet 17 51 61 14 7 150
cost
VAS 20 54 65 6 5 150
Table 21 satisfaction
Figure 11 satisfaction
Interpretation :
1. Call Rate :
Figure 12 call rate

From the above chart it can be seen that 57 respondents are highly satisfied with call
rates, 61 respondents are satisfied with call rates, 24 respondents are neutral with call
rates, 2 respondents are dissatisfied with call rates and remaining 6 respondents are
highly dissatisfied with call rates.
2. Network:
Figure 13 network
From the above chart it can be seen that 35 respondents are highly satisfied with
network, 60 respondents are satisfied with network, 46 respondents are neutral with
network, 5 respondents are dissatisfied with network and remaining 4 respondents are
highly dissatisfied with network.
3. Internet:
Figure 14 internet
Internet, 57 respondents are satisfied with Internet, 38 users are neutral with Internet,
12 respondents are dissatisfied with Internet and remaining 4 respondents are highly
dissatisfied with Internet.
4. Internet Cost:
Figure 15 internet cost
Internet Cost, 51 respondents are satisfied with Internet Cost, 61 respondents are
neutral with Internet Cost, 14 respondents are dissatisfied with Internet Cost and
remaining 7 respondents are highly dissatisfied with Internet Cost.
5. Value added services (VAS):
Figure 16 VAS
From the above chart it can be seen that 20 respondents are highly satisfied with VAS,
54 respondents are satisfied with VAS, 65 respondents are neutral with VAS, 6
respondents are dissatisfied with VAS and remaining 5 respondents are highly
dissatisfied with VAS.
8. Have you Faced any Problem with your telecom service provider?
Note : if yes than answer the below given questions or No than move to Question
No. 13
Distribution of respondents on the basis of problem faced by customer :
Problem faced by customer FREQUENCY

Yes 72
No 78
Total 150
Table 22 problem
Figure 17 problem
Interpretation:
From the above chart it can be seen that 52% respondents faced problem with telecom
service provider and remaining 48% respondents not faced problem with service
provider.
9. What type of problem was faced by you ?
Distribution of respondents on the basis of problem:
Problem FREQUENCY Total
Network 42 72
Payment/Offers 28 72
Unauthorized deduction 20 72
Others 2 72
Table 23 problem type
Figure 18 problem type

Interpretation:
From the above chart it can be seen that out of the total respondents 58.3 %
respondents have problem with Network, 38.9% respondents have problem with
Payments/offers , 27.8% respondents have problem with unauthorized deduction and
remaining 2.8% respondents have Others problem with telecom service provider.
10. How easy it was to report your problem ?
Distribution of respondents on the basis of how easy to report problem:
How Easy FREQUENCY
Very easy 13
easy 19
Not to easy 26
Difficult 7
Very Difficult 7
Total 72
Table 24 report
Figure 19 report
Interpretation:
From the above chart it can be seen that 18.1% respondents have experience that very
easy to report problem, 26.4% respondents have experience that easy to report
problem, 36.1% respondents have experience that not to easy to report problem, 9.7%
respondents have experience that difficult to report problem and remaining 9.7%
respondents have experience that very difficult to report problem.
11. Was your problem resolved easily?
Distribution of respondents on the basis of problem resolved:
Problem Resolved FREQUENCY
Yes 33
No 39
Total 72
Table 25 resolved
Figure 20 resolved
Interpretation:
From the above chart it can be seen that 45.8% respondents Problem resolved easily
and remaining 54.2% respondents Problem not resolved easily.
12. How was your experience with customer support department ?
Distribution of respondents on the basis of experience:
Experience FREQUENCY
Good 17
Neutral 47
Bad 8
Total 72
Table 26 experience
Figure 21 experience
Interpretation:
From the above chart it can be seen that 23.6% respondents have good experience
with customer support department, 65.3% respondents have neutral experience with
customer support department and remaining 11.1% respondents have bad experience
with customer support department.
13. Will you switch to other service provider for low rates ?
Distribution of respondents on the basis of switch to other provider for low rates:
Switch FREQUENCY
Yes 76
No 74
Total 150
Table 27 switch
Figure 22 switch
Interpretation:
From the above chart it can be seen that 50.3% respondents switch to other provider
for low rates and remaining 49.3% respondents not switch to other provider for low
rates.
14. Will you continue to use the service even if the service provider increase the
charges for services ?
Distribution of respondents on the basis of continue with service provider even if
increase charges :
Continue FREQUENCY
Yes 85
No 65
Total 150
Table 28 continue
Figure 23 continue
Interpretation:
From the above chart it can be seen that 56.7% respondents continue with service
provider even if increase charges and remaining 43.3% respondents not continue with
service provider if they increase charges.
15. Considering overall factors of service , rate the level of favorability toward
your service provider ?
Distribution of respondents on the basis of favorability toward your service provider:
Favorability FREQUENCY
Excellent 20
Good 72
Moderate or Average 46
Bad 11
Worst 01
Total 150
Table 29 favorability
Figure 24 favorability
Interpretation:
From the above chart it can be seen that 13.3% respondents have excellent
favorability toward their service provider, 48% respondents have good favorability
toward their service provider, 30.7% respondents have moderate or average
favorability toward their service provider, 7.3% respondents have bad favorability
toward their service provider and remaining 0.7% respondents have worst
favorability toward their service provider.
16. Will you recommend the service used by you to your friends and relatives?
Distribution of respondents on the basis of recommendation:
Recommendation FREQUENCY
Yes 107
No 43
Total 150
Table 30 recommend
Figure 25 recommend
Interpretation:
From the above chart it can be seen that 71.3% respondents will recommend their
service Provider to family and friends and remaining 28.3% respondents will not
recommend their service Provider to family and friends .
HYPOTHESIS ANAYSIS
1) One Way Anova

H0: There is no significant impact of price on respondents with different age group.
Ha:There is a significant impact of price on respondents with different age group.
ANOVA
Price
Sum of Squares df Mean Square F Sig.
Between Groups .708 3 .236 .374 .772
Within Groups 92.125 146 .631
Total 92.833 149
Interpretation:
Here significant level is .772 and it is greater than 0.05 so this null hypothesis is fail
to reject and alternative hypothesis being rejected and hence it can be said that is no
significant impact of price on respondents with different age group.
2) Independent t-test
H0: There is no significant difference in satisfaction among respondents based on
their gender.
Ha:There is a significant difference in satisfaction among respondents based on their
gender.
Group Statistics
Gender N Mean Std. Deviation Std. Error Mean
Satisfaction Male 91 2.38 .928 .097
Female 59 1.97 .890 .116
Independent Samples Test
Levene's Test for

Equality of
Variances t-test for Equality of Means
Mea
95% Confidence
Sig. n Std.
Interval of the
(2- Diffe Error
Difference
taile renc Differen
F Sig. t df d) e ce Lower Upper
Satisf Equal 1.303 .255 2.741 148 .007 .419 .153 .117 .720
action variances
assumed
Equal 2.766 127.724 .007 .419 .151 .119 .718

variances not
assumed
Interpretation:
Here sig.(2-tailed) level is .007 and it is less than 0.05 so this null hypothesis is
rejected and alternative hypothesis being Accepted and hence it can be said that there
is a significant difference in satisfaction among respondents based on their gender.
3) One Way Anova
H0:There is no significant difference in favourability towards the service provided by
Ha:There is a significant difference in favourability towards the service provided by
ANOVA
favourability
Sum of Squares df Mean Square F Sig.
Between Groups 1.366 4 .342 .494 .740
Within Groups 100.294 145 .692
Total 101.660 149
Interpretation:
Here significant level is .740 and it is greater than 0.05 so this null hypothesis is fail
to reject and alternative hypothesis being rejected and hence it can be said that there is
no difference in favourability towards the service provided by the firm among
customers with different income group.
FINDINGS
 From this survey we found that 21-40 years age group (54%) of customers use
more telecom services.
 50% users use jio services ,48% users use VI (Vodafone Idea) services ,20.7%
users use Airtel services and 10% users use BSNL services.
 Majority (73.3%) users use prepaid type services.
 Majotiry (68%) users use services for better network and better value added
services (39.3%) .
 Majority (94%) users use mobile for both calls and internet usages.
 Most of users (48.7%) spend Rs.200-500 monthly for mobile expense.
 48% users have face Problem with their service provider.
 Most of users face network problem (58.3%) with their service provider.
 36.1% users said that it is not to easy to report their problem to customer service
department.
 54.2% users said that their problem not resolved easily.
 Most of users have neutral experience with customer service department (65.3%).
 50.7% users switch to other service provider for low rates.
 56.7% users continue with service provider even if their service provider increase
charges.
 Majority customer have good favorability towards their service provider (48%).
 Most of customer will recommend their service provider to friends and family
(71.3%)
LIMITATIONS
SAMPLE SIZE:
The survey was conducted for about 150 samples, which may be not help to get exact
idea about people’s opinion.
TIME LIMIT:
The time duration for the research was short, so it may not be possible to collect a
large set of data which may affect the result.
PERSONAL BIAS:
People may have personal biases so they may not give correct information, this may
be one of the limitation of the study.
Conclusion
 In this comprehensive project report was about “To study the customers’
behaviour towards Telecom industry and its major players” so after research
we are know about customer behaviour towards telecom service provider.most
of the users use jio services.majority users use prepaid type services. users use
use particular service provider for batter network. majority users have good
favorability towards their service provider.there is difference in satisfation of
respondents based on their gender. most of users face problem regarding to
customer support department so that service providers have to focus on to
resolve the problem of users for give them better experience.
BIBLIOGRAPHY
BOOKS:
1) PHILIP KOTLER, K. L. (2009). MARKETING MANAGEMENT. NEW

DELHI: PEARSON EDUCATION.
2) COOPER, R. (2006). RESEARCH METHODOLOGY. NEW DELHI: TATA

MCGRAW HILL.
3) AUDREY GILMORE,(2003). SERVICES MARKETING AND

MANAGEMENT. NEW DELHI: PEARSON EDUCATION.
4) BLACK, K. (2004). BUSINESS STATISTICS. NEW DELHI: WILEY

INDIA PVT. LTD.
LITERATURES:
1. Gloria K.Q Agyapong,International Journal of Business and Management ,The

Effect of Service Quality on Customer Satisfaction in the Utility Industry – A
Case of Vodafone,November 9, 2010 .
2. Mohammed M. Almossawi ,,International Journal of Marketing studies

Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents
and Consequences, November 8, 2012.
3. Neha Verma ,International Journal of Marketing studies,Impact of mergers on

firm’s performance: An analysis of the Indian telecom industry ,Jan 2013.
4. Amal M. Almana ,Int. Journal of Engineering Research and Applications, A

Survey On Data Mining Techniques In Customer Churn Analysis For Telecom
Industry,May 2014.
5. kiran dahiya ,IEEE,Customer churn analysis in telecom industry, Sept 2015.
6. Joshi Sujata, GSTC journal of business, An Empirical Study to Measure

Customer Experience for Telecom Operators in Indian Telecom Industry Nov
2015.
7. Muhammad farooq buzdar,,International Journal of services and
operations,Customer-based brand equity and firms' performance in the telecom
industry, Oct 2016.
8. Jolly Sahni,International Journal of quality research, Role Of Quality Of Work

Life In Determining Employee Engagement And Organizational Commitment In
Telecom Industry , Feb 2019.
9. Gupta Aditya,,International Journal of engineering and management research,

The Effect on the Telecom Industry and Consumers after the Introduction of
Reliance Jio , July 2019.
10. Hong chen, lournel of management analytics, Explore success factors that impact
artificial intelligence adoption on telecom industry , Nov 2020.
WEBSITE:
https://www.jio.com/
https://www.airtel.in/
https://www.myvi.in/
https://www.bsnl.co.in/
https://www.ibef.org/industry/telecommunications/showcase
https://indiancompanies.in/top-telecom-companies-in-india-market-share
ANNEXURE
Questionnaire
Questionnaire for the customer of telecommunication industry
Name:
Gender: Male ( ) Female ( )
Age: Below 20 ( ) 21-40 years ( ) 41-60 years ( )
Above 60( )
Occupation: Businessman ( ) Government Employee ( ) Farmer ( )
Student ( ) Others ( )..............
Monthly Income: less than 10000 ( ) 10000-20000 ( )
20000-30000 ( ) 30000-40000 ( )
More than 40000 ( )
1. Which Telecom Service are you using?: Airtel ( ) Vi [Vodafone Idea] ( )
BSNL( ) Jio ( ) Others________
2. Which Service type are you using :
Prepaid ( ) Postpaid ( )
Note: (Answer the below stated questions for the current paid telecom services
you are using from previously selected )
3. How long have you been using this SIM ?

< 6 months ( ) 6 months - 1 year ( )
1 year - 3 years ( ) 3 year - 5 years ( ) > 5 years ( )
4. Reason for selection of particular service provider:
Low cost ( ) Better network ( ) Better Value Added Services ( )
Friend/ Family circle ( ) Advertisement Influenced ( ) Retailer Influenced ( )
5. Use mobile for : Only Phone calls ( )

Both for phone calls and internet usage ( )
6. How much amount do you spend on your monthly mobile expense?
Less than Rs. 200 ( ) Rs. 200-500 ( ) Rs. 500-1000 ( ) More than 1000 ( )
7. Rate the satisfaction level of the below listed services
HS= High satisfied ,S=satisfied , N= Neutral
D= Dissatisfied , HD = High Dissatisfied
(VAS= Value added services eg. SMS, MMS, cricket update etc.)
Particulars HS S N D HD
Call rate
Network
Internet
Internet cost
VAS
8. Have you Faced any Problem with your telecom service provider?
Yes ( )
No ( )
Note : (if yes than answer the below given questions or No than move to Question
No. 13)
9. What type of problem was faced by you ?
Network( )
Payment/Offers( )
Unauthorized deduction ( )
Other____
10. How easy it was to report your problem ?
Very easy ( ) easy ( ) Not to easy ( ) Difficult ( ) Very Difficult ( )
11. Was your problem resolved easily?

Yes ( ) No ( )
12. How was your experience with customer support department ?
Good ( ) Neutral ( ) bad ( )
13. Will you switch to other service provider for low rates ?
Yes ( ) No( )
14. Will you continue to use the service even if the service provider increase the
charges for services ?
Yes ( ) No ( )
15. Considering overall factors of service , rate the level of favorability toward
your service provider ?
The service provided by firm is :
Excellent ( )
Good ( )
Moderate or Average ( )
Bad ( )
Worst ( )
16. Will you recommend the service used by you to your friends and relatives?
Yes ( )
No ( )

Telecom Customer Behavior

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A

COMPREHENSIVE PROJECT REPORT

UNDER THE GUIDANCE OF

Place: Amreli Date:

Comments of External Examiner:

Comments of External Examiner:

COMPREHENSIVE PROJECT REPORT is the very important step for a

Sr. No. PARTICULARS PAGE NO.

Table 1 Global Players.................................................................................................................5

Table 2 Major Players..................................................................................................................8

Table 4 jio prepaid.....................................................................................................................14

Table 5 jio postpaid...................................................................................................................15

Table 6 airtel prepaid.................................................................................................................16

Table 7 airtel postpaid...............................................................................................................17

Table 10 bsnl plans....................................................................................................................20

Table 15 telecom service...........................................................................................................38

Table 16 service type.................................................................................................................39

Table 17 using sim.....................................................................................................................40

Table 19 use mobile...................................................................................................................42

Table 23 problem type..............................................................................................................49

Figure 5 telecom service...........................................................................................................35

Figure 6 service type..................................................................................................................36

Figure 7 using sim......................................................................................................................37

Figure 9 use mobile...................................................................................................................39

Figure 12 call rate......................................................................................................................42

Figure 15 internet cost..............................................................................................................43

Figure 18 problem type.............................................................................................................46

The telecommunications industries within the sector of information and

Traditional telephone calls continue to be the industry's biggest revenue generator, but

The telecom sector continues to be at the epicentre for growth, innovation, and

Insight Research projected that telecommunications services revenue worldwide

AT&T USA 200.1 127.3 7.3

América Móvil Mexico 70.7 60.2 7.1

Telefónica Spain 67.1 82.3 5.2

Telstra Australia 58.4 25.8 3.5

Nippon Telegraph & Tel Japan 58.2 127 5.6

Deutsche Telekom Germany 48.8 76.7 -7

Softbank Japan 47.2 38.78 3.8

Table 1 Global Players

Currently, India is the world’s second-largest telecommunications market with a

1 Reliance Jio Jio Platforms

2 Airtel Bharti Airtel Limited

3 Vi Vodafone Idea Limited

4 BSNL Government of India

Table 2 Major Players

 Third largest telecom-operator in India

Bharti Airtel Limited is a leading global telecommunications company with

 Operations in 16 countries across Asia and Africa

As of April 2019, it had about 29.63-million-line basic telephone capacity, 1.39

 100% government owned Public Sector Undertaking

Plan Validity Data

Table 4 jio prepaid

Plan Validity Data

Table 5 jio postpaid

Plan Validity Data

Table 6 airtel prepaid

Plan Validity Data

Table 7 airtel postpaid

Plan Validity Data

Plan Validity Data

Plan Validity Data

Rs.365 365 2 GB/day