Telecom Industry in India 1. INDUSTRY OVERVIEW 1.

1 Background The Indian Telecommunications network is the third largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world. The telecommunication sector continued to register significant success during the year and has emerged as one of the key sectors responsible for Indias resurgent Indias Economic growth. 1.1.1 Growth This rapid growth has been possible due to various proactive and positive decisions of the Government and contribution of both by the public and the private sector. The rapid strides in the telecom sector have been facilitated by liberal policies of the Government that provide easy market access for telecom equipment and a fair regulatory framework for offering Telecom services to the Indian consumers at affordable prices. 1.1.2 Wire line Vs Wireless It has also undergone a substantial change in terms of mobile versus fixed phones and public versus private participation. The preference for use of wireless phones has also been predominant in the sector. Participation of the private entities in the telecom sector is rapidly increasing rate there by presenting the enormous growth opportunities. There is a clear distinction between the Global Satellite Mobile Communication (GSM) and Code Division Multiple Access (CDMA) technologies used and the graph below shows the divide between the two. 1.2 Segment wise Status 1.2.1 Wire line Services With increasing penetration of the wireless services, the wire line services in the country are becoming stagnant. On the other hand, Broadband demand has picked up and promises to stabilize fixed line growth.

1.2.2 GSM Sector In terms of the Global System for Mobile Communication (GSM) subscriber base this now places India third after China and Russia. China had 401.7 million GSM Subscribers. 1.2.3 CDMA Services CDMA technology was introduced in India as a limited mobility solution. The introduction of CDMA services has created competition, lowered tariffs and offered many citizens access to communication services for the first time. 1.2.4 Internet Services Internet services were launched in India on August 15, 1995. In November 1998 the government opened up the sector to private operators. A liberal licensing regime was put in place to increase Internet penetration across the country. The growth of IP telephony or grey market is also a serious concern. Government loses revenue, while unlicensed operation by certain operators violates the law and depletes licensed operators market share. New services like IP-TV and IPTelephony are becoming popular with the demand likely to increase in coming years. The scope of services under existing ISP license conditions is unclear. 1.3 Manufacture of Telecom Equipment Rising demand for a wide range of telecom equipment, particularly in the area of mobile telecommunication, has provided excellent opportunities to domestic and foreign investors in the manufacturing sector. The last two years saw many renowned telecom companies setting up their manufacturing base in India. Ericsson has set up GSM Radio Base Station Manufacturing facility in Jaipur. Nokia set up its manufacturing plant in Chennai. LG Electronics set up plant of manufacturing GSM mobile phones near Pune. The Government has already set up Telecom Equipment and Services Export Promotion Forum and Telecom Testing and Security Certification Centre (TETC). A large number of companies like Alcatel, Cisco have also shown interest in setting up their R&D centers in India. With above initiatives India is expected to be a manufacturing hub for the telecom equipment.

2 POLICY AND INITIATIVES 2.1 Regulatory Framework The Telecom Regulatory Authority of India (TRAI) was set up in March 1997 as a regulator for Telecom sector. The TRAIs functions are recommendatory, regulatory and tariff setting in telecom sector. Telecom Disputes Settlement and Appellate Tribunal (TDSAT) came into existence in May, 2000. TDSAT has been empowered to adjudicate any dispute Between a licensor and a licensee Between two or more service providers Between a service provider and a group of consumers hear and dispose of appeal against any direction, decision or order of TRAI Tariffs for telecommunication services have evolved from a regime where tariffs were determined by Telecom Regulatory Authority of India to a regime where tariffs are largely under forbearance. TRAI intervenes by regulating the tariffs for only those services, the markets of which are not competitive. Universal Service Obligation Fund (USOF) exclusively for meeting the Universal Service Obligation was established in April, 2002. The Universal Service Levy is presently 5 per cent of the Adjusted Gross Revenue (AGR) of all telecom service providers except the pure value added service providers like Internet, Voice Mail, E-Mail service providers etc. Indian Telegraph Act has been amended in October2006 to provide support for all telegraph services including mobile and broadband to bridge the digital divide. With the introduction of the Unified Access Licensing Regime, operators can offer telecom access services to consumers in a technology neutral manner, subject to fulfilling certain conditions. Introduction of this regime has also broken the legal/regulatory impasse between the cellular and basic service providers. Issuance of Intra-Circle Merger and Acquisition Guidelines provide investors an opportunity to take stakes in existing telecom operations.

2.2 Government Initiatives The Government has taken the following main initiatives for the growth of the Telecom Sector: All telecom services have been opened up for free competition for unprecedented growth 217 (Information Technology Agreement) ITA-I items are at zero Customs Duty. Specified capital goods and all inputs required to manufacture ITA-I, items are at zero Customs Duty Availability of low cost mobile handsets. The international Long Distance Services (ILDS) opened with effect from April 2002. Calling Party Pays (CPP) regime was implemented with effect from 1st May Guidelines for Unified Access Service License regime were issued in November 2003, 27 licenses out of 31 Basic Service Licenses were converted to Unified Access Service Licenses In April 2004, license fee for Unified Access Service Providers (UAS) was reduced by 2 per cent. License fee for infrastructure Provider-II reduced from 15 per cent to 6 per cent of the Adjusted Gross Revenue and spectrum charges between 2 to 4 per cent in June 2004 Entry fee for NLD licenses was reduced to Rs. 2.5 Crore from Rs. 100 Crore. Entry fee for ILD reduced to Rs. 2.5 Crore from Rs. 25 Crore Lease line charges have been reduced to make the bandwidth available at competitive prices to facilitate growth in IT enabled services One India plan i.e. single tariff of Re. 1/-per minute to anywhere in India was introduced from 1st March 2006 by the Public Sector Undertakings. This tariff was emulated by most of the private service providers also. This scheme has led to death of distance in telecommunication and is going to be instrumental in promoting National Integration further.

 The robust telecom network has also facilitated the expansion of BPO industry that is having 500,000 employees now and adding 400 employees per day. Annual license fee for National Long Distance (NLD), International Long Distance (ILD), Infrastructure Provider-II, VSAT commercial and Internet Service Provider (ISP) with internet telephony (restricted) licenses was reduced to 6 per cent of Adjusted Gross Revenue (AGR) with effort from Jan 2006. The Governments policy is neutral on use of technology by telecom service providers subject to availability of scarce resources such as spectrum etc. License Fees 6-10 per cent of Adjusted Gross Revenue (AGR) 2.3 Foreign Direct Investment Policy Foreign Direct Investment (FDI) was permitted in the telecom sector beginning with the telecom manufacturing segment in 1991 - when India embarked on economic liberalization. FDI is defined as investment made by non-residents in the equity capital of a company. For the telecom sector, FDI includes investment made by Non-Resident Indians (NRIs), Overseas Corporate Bodies (OCBs), foreign entities, Foreign Institutional Investors (FIIs), American Depository Receipts (ADRs)/Global Depository Receipts (GDRs) etc. Present FDI Policy for the Telecom sector: In Basic, Cellular Mobile, National Long Distance, International Long Distance, Value Added Services and Global Mobile Personal Communications by Satellite, FDI is limited to 49 per cent (under automatic route) subject to grant of license from the Department of Telecommunications and adherence by the companies (who are investing and the companies in which investment is being made) to the license conditions for foreign equity cap and lock-in period for transfer and addition of equity and other license provisions. Foreign Direct Investment up to 74 per cent permitted, subject to licensing and security requirements for the following: - Internet Service (with gateways) - Infrastructure Providers (Category II) - Radio Paging Service FDI up to 100 per cent permitted in respect to the following telecom services:

- ISPs not providing gateways (Both for satellite and submarine cables) - Infrastructure Providers providing dark fiber (IP Category I) - Electronic Mail - Voice Mail The above is subject to the following conditions: - FDI up to 100 per cent is allowed subject to the condition that such companies would divest 26 per cent of their equity in favour of Indian public within 5 years, if these companies are listed in other parts of the world. - The above services would be subject to licensing and security requirements, wherever required. - Proposals for FDI beyond 49 per cent shall be considered by Foreign Investment Promotion Board (FIPB) on a case-to-case basis. In the manufacturing sector 100 per cent FDI is permitted under the automatic route. In Basic, Cellular Mobile, paging and Value Added service, and Global Mobile Personal Communications by Satellite, FDI is permitted up to 49 per cent (under automatic route) subject to grant of license from Department of Telecommunications Foreign direct investment up to 74 per cent permitted, subject to licensing and security requirements for the Internet Service (with gateways), Infrastructure Providers (category-II), and Radio Paging Service. FDI up to 100 per cent permitted in respect of :- ISPs not providing gateways (both for satellite and submarine cables), - Infrastructure Providers providing dark fiber (IP Category I); - Electronic Mail; and - Voice Mail

 FDI up to 49 per cent is also permitted in an investment company, set up for making investment in the telecom companies licensed to operate telecom services. Investment by these investment companies in a telecom service company is treated as part of domestic equity and is not set of against the foreign equity cap. Manufacturing - 100 per cent FDI is permitted under automatic route. FDI is subject to the following conditions FDI up to 100 per cent is allowed subject to the conditions that such companies would divest 26 per cent of their equity in favor of Indian public in 5 years, if these companies are listed in other parts of the world. The above services would be subject to licensing and security requirements, Wherever required. Proposals for FDI beyond 49 per cent shall be considered by FIPB on case to case basis 3. COMPETITION OVERVIEW 3.1 Major Players There are three types of players in telecom services: State owned companies (BSNL and MTNL) Private Indian owned companies (Reliance Infocomm, Tata Teleservices,) Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications) Bharat Sanchar Nigam Limited (BSNL) Name Bharat Sanchar Nigam Limited (BSNL) Year of Establishment 2000 Company Profile Bharat Sanchar Nigam Ltd. is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India.

Telecom Regulatory Authority of India (TRAI)MissionTo ensure that the interest of consumer is protected and at the same time encourage the development of telecommunications, broadcasting and cable services in a manner and at a pace which will enable India to play a leading role in the emerging global information society. Role of TRAI One of the main objectives of TRAI is to provide a fair and transparent policy environment which promotes a level playing field and facilities fair competition.TRAI has issued from time to time a large number of regulations, orders and directives to deal with the issues coming before. These regulations cover a wide range of subjects including tariff, interconnection and quality of services etc. Functions of TRAI 1. 2. 3. 4. Need and timing for introduction of new service provider. Terms and condition of license to a service provider. Technological improvement in services by service provider. Maintain inter-connect agreement register.

Telecommunication companies in India TelecomGSM Aircel Airtel BSNL Cheers MobileService Idea Cellular Loop Mobile (Formerly BPL) MTNL Reliance Spice Telecom Tata Do Co Mo Vodafone Uninor Videocon Mobile Service S Tel Virgin Mobile India (MVNO) CDMA BSNL MTNL MTS India Reliance Tata Indicom

Classification of Telecommunication services 1. Basic services 2. Cellular services 3. Internet Service Provider (ISP) Recent things to watch or has happened in Indian telecom sector are: 1. 2. 3. 4. 5. 6. 7. 8. 9. 3G and BWA auctions MVNO Mobile Number Portability New Policy for Value Added Services Market dynamics once the recently licensed new telecom operators start rolling out Services. Increased thrust on telecom equipment manufacturing and exports. Reduction in Mobile Termination Charges as the cost per line has substantially reduced. Due to technological advancement and increase in traffic.

Cellular Service History of Cellular Telephony in India 1992 Telecommunication sector in India liberalized to bridge thegap through government spending & to provide additionalresources for the nations telecom target. Private sector allowed participating 1993 The telecom industry gets an annual foreign investment Rs20.6 million 1994 License for providing cellular mobile services granted bythe government of India for the Metropolitan cites ofDelhi, Mumbai, Kolkata& Chennai. Cellular mobile

service to be duopoly (i.e. not more than two cellular mobile operators) could be licensed in each telecom circle), under a fixed license fee regime for 10 years. 1995 19 more telecom circles get mobile licenses 1995(August) Kolkata became the first metro to have a cellular network 1997 Telecom Regulatory Authority of India is set up 1998 Annual foreign investment in telecom stands at Rs 17,756.4million. 1999 FDI inflow into telecom sector falls by almost 90% to Rs.2126.7 million 1999 Tariff rebalancing exercise gets initiated 1999(March) National Telecom Policy is announced. 2000(June) FDI inflow drops further down to Rs 918 million coming 2000(January) Amendment of TRAI Act.

Growth Drivers Opening up of international and domestic long distance telephony services aregrowth drivers in the industry. Cellular operators now get substantial revenue fromthese services, and compensate them for reduction in tariffs on air time, whichalong with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices hasdriven demand.

CHAPTER 2SCOPE OF THE STUDY

SCOPE OF THE STUDY:-

1. 2. 3. 4. 5.

The scope of present study is confined especially to Mathura. It covers view of Reliance communication customers. It will cover customer satisfaction level of Reliance Communication. The customer satisfaction will be judge on certain parameters only. The maximum respondent will be student.

INTRODUCTION OF STUDY

CUSTOMER SATISFACTION

Customer satisfaction, a term frequently used in marketing is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.

PURPOSE OF CUSTOMER SATISFACTION Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold: Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and services Although sales or market share can indicate how well a firm is performing currently, satisfaction is an indicator of how likely it is that the firms customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes. On a five-point scale, individuals who rate their satisfaction level as 5 are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers.

CONSTRUCTION (MEASURING CUSTOMER SATISFACTION) Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction with your stay. As research on consumption experiences grows, evidence suggests that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product (Batra and Athola 1990). Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using

the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by

Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Their satisfaction is generally measured on a five-point scale. Customer satisfaction data can also be collected on a 10-point scale.

Regardless of the scale used, the objective is to measure customers perceived satisfaction with their experience of a firms offerings. It is essential for firms to effectively manage customer satisfaction. To be able do this, we need accurate measurement of satisfaction. Good quality measures need to have high satisfaction loadings, good reliability, and low error variances. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item semantic differential scales performed best across both hedonic and utilitarian service consumption contexts. According to studies by Wirtz& Lee (2003), they identified a six-item 7-point semantic differential scale (e.g., Oliver and Swan 1983), which is a six-item 7-point bipolar scale, that consistently performed

best across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error variance across both studies. In the study, the six items asked respondents evaluation of their most recent experience with ATM services and ice cream restaurant, along seven points within these six items: please meto displeased me, contented with to disgusted with, very satisfied with to very dissatisfied with, did a good job for me to did a poor job for me, wise choice to poor choice and happy with tounhappy with. A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate their experience with both products, along seven points within these four items: satisfied to dissatisfied, favorable to unfavorable, pleasant to unpleasant and I like it very much to I didnt like it at all. The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g., Westbrook 1980. Again, the respondents were asked to evaluate their experience on both ATM services and ice cream restaurants, along seven points within delighted to terrible.It seems that dependent on a trade-off between length of the questionnaire and quality of satisfaction measure, these scales seem to be good options for measuring customer satisfaction in academic and applied studies research alike. All other measures tested consistently performed worse than the top three measures, and/or their performance varied significantly across the two service contexts in their study. These results suggest that more careful pretesting would be prudent should these measures be used. Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of their scale anchors. Affective measures capture a consumers attitude (liking/disliking) towards a product, which can result from any product information or experience. On the other hand, cognitive element is defined as

an appraisal or conclusion on how the products performance compared against expectations (or exceeded or fell short of expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the requirements of the situation (or did not exceed).

CHAPTER3 IMPORTANCE OF THESTUDY

IMPORTANCE OF THE STUDY:The study has following importance: 1. It enables to understand different products and features of Reliance Communication. 2. This study helps to find out different aspects of customer satisfaction

3. This study helps to know the technology advancement in telecom sector.

4. This study also helped to know about the process of service provided by Reliance Communication.

5. This study can be used as the base for further research.

CHAPTER 4OBJECTIVES OF THE STUDY

OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE:-

To study the customer satisfaction towards Reliance Communication.

SECONDARY OBJECTIVE:-

1. To study and identify how the customers are benefited.

2. To assess the needs, requirements and expectations of the customers in order to assess their current satisfaction levels.

3. To know the attitude, enthusiasm of customers regarding Reliance Communication.

4. To understand the performance of Reliance Communication in the market on various parameters like service quality, range and selection of product available.

CHAPTER 5 INTRODUCTION OF RELIANCE COMMUNICATION Reliance Communications Limited (commonly called RCOM) is a major Indian telecommunication company headquartered in Navi Mumbai India. It is the 16th largest operator in the world with more than 128 million subscribers. RCOM, founded by DhirubhaiAmbani (19322002), is the flagship company of the Reliance Anil DhirubhaiAmbani Group. The Reliance Anil DhirubhaiAmbani Group currently has a net worth in excess of 64,000 crore (US$ 13.6 billion), cash flows of 13,000 crore ($2.8 billion), and a net profit of 8,400 crore ($1.8 billion). The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National Stock Exchange Limited. The Global Depository Receipts and Foreign Currency Convertible Bonds are listed on Luxembourg Stock Exchange and Singapore Stock Exchange respectively. It ranks among the top 5 telecommunications companies. Retrieved 2010-04-14 in the world by number of customers in a single country. Reliance Communications corporate clientele includes 2,100 Indian and multinational corporations, and over 800 global, regional and domestic carriers. The company has established a pan-India, nextgeneration, integrated (wireless and wire line), convergent (voice, data and video) digital network that is capable of supporting services spanning the entire communications value chain, covering over 24,000 towns and 600,000 villages. Reliance Communications owns and operates the next-generation IP-enabled connectivity infrastructure, comprising over 190,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region.

Background It ranks among the top 5 telecommunications companies. Retrieved 2010-0414.Inthe world by number of customers in a single country. Reliance Communicationscorporate clientele includes 2,100 Indian and multinational corporations, and over 800 global, regional and domestic carriers. The company has established a pan-India, next-generation, integrated (wireless and wire line), convergent (voice, dataand video)digital network that is capable of supporting services spanning the entirecommunications value chain, covering over 24,000 towns and 600,000 villages.Reliance Communications owns and operates the nextgeneration IP-enabledconnectivity infrastructure, comprising over 190,000 kilometers of fiber optic cablesystems in India, USA, Europe, Middle East and the Asia Pacific region. About DHIRUBHAI AMBANI

Few men in history have made as dramatic a contribution to their countrys economic fortunes as did the founder of Reliance, ShriDhirubhaiAmbani. Fewer still have left behind a legacy that is more enduring and timeless.As with all great pioneers, there is more than one unique way of describing the true genius of Dhirubhai: The corporate visionary, the unmatchedstrategist, the proud patriot, the leader of men, the architect of Indias capitalmarkets, and the champion of shareholder interest. When Dhirubhai embarked on his first business venture, he had a seedcapital of barely US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this fledgling enterprise into aRs 60,000 crore colossusanachievement which earned Reliance a place on the global Fortune 500 list, the firstever Indian private company to do so.Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of the greatest growth stories in corporate history anywhere in the world, andwent on to become Indias largest private sector enterprise.The Late DhirubhaiAmbani dreamt of a digital India an India wherethe common man would have access to affordable means of information andcommunication.

Dhirubhai, who single-handedly built Indias largest private sector company virtually from scratch, had stated as early as 1999: Make the tools of information and communication available to people at an affordable cost. Theywill overcome the handicaps of illiteracy and lack of mobility. Chairman's Profile Anil D. Ambani Regarded as one of the foremost corporate leaders of contemporary India, ShriAnil D Ambani, 50, is the chairman of all listed companies of the Reliance ADAGroup, namely, Reliance Communications, Reliance Capital, Reliance Energy andReliance Natural Resources limited.He is also Chairman of the Board of Governors of DhirubhaiAmbani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat.Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), India s largest private sector enterprise.Anil D Ambani joined Reliance in 1983 as CoChief Executive Officer, and has been centrally involved in every aspect of the company's management.He is credited with having pioneered a number of pathbreaking financialinnovations in the Indian capital markets. He spearheaded the countrys first foraysinto the overseas capital markets with international public offerings of globaldepositary receipts, convertibles and bonds. Starting in 1991, he directed RelianceIndustries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company in January 1997. He is a member of: Wharton Board of Overseers, the Wharton School, USACentral Advisory Committee, Central Electricity Regulatory CommissionBoard of Governors, Indian Institute of Management, Ahmadabad Board of Governors Indian Institute of Technology, KanpurIn June 2004, he was elected for a six-year term as an independent member of theRajyaSabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006.

Awards and Achievements: Conferred the CEO of the Year 2004 in the Plats Global Energy Awards Rated as one of Indias Most Admired CEOs for the sixth consecutive year in theBusiness Barons TNS Mode opinion poll, 2004Conferred The Entrepreneur of the Decade Award by the Bombay ManagementAssociation, October 2002Awarded the First Wharton Indian Alumni Award by the Wharton India EconomicForum (WIEF) in recognition of his contribution to the establishment of Relianceas a global leader in many of its business areas, December 2001Selected by Asiaweek magazine for its list of Leaders of the Millennium inBusiness and Finance and was introduced as the only new hero in Business andFinance from India, June 1999. Vision By 2015, be amongst the top 3 most valuedIndian companies, providing Information, Communication& Entertainment services, and being theindustry benchmark in Customer Experience, EmployeeCentricity and Innovation. Mission We will create world-class benchmarks by: Meeting and exceeding Customer expectations with a segmented approachEstablishing, re-engineering and automating Processes to make themCustomer centric, efficient and effective Incessant offering of Products andServices that are value for money and excite customers Providing a Network experience that is best in the industry Building Reliance into an iconic Brandwhich is benchmarked by others and leads industry in Intention to Purchaseand Loyalty Developing a professional Leadership team that inspires,nurtures talent and propagates RCOM Values by personal example. Milestones 2011 January 18:Reliance Communications draws down ECB of US$ 255 Million (Rs 1155 Cr)for 3G Spectrum Refinancing. February 14: RCOM Announces Q3 Financial Results.

February 17:Reliance Communications signs pact with Radio Netherlands Worldwide. 2010 January 14:Reliance Big TV and Indiagames sign strategic agreement. January 21: RCOM offers Cartoon Network Comics on Mobiles. February 11:RCOM partners with SNDT Women's University. March 15:Reliance Communications achieves a landmark of 100 million customers. March 17 :Reliance Communications and Polycom forge partnership to jointly drivemarket opportunities in India. March 27:Reliance Communications commemorates 100 million customer landmarks withFree Celebratory Airtime. April 27:Reliance Communications signs strategic alliance with GetJar to create Indiaslargest and free applications store. May 5:BIG TV launches Indias first HD DVR ServiceMay 6Reliance Communications breaks away from tariff metering tradition of Indiantelecom industry. May 15:Reliance Communications announces Q4 financial results for the financial year ended March 31, 2010. May 27:Reliance Webstore commences market roll-out of Indias cheapest touchscreenCDMA phoneMay 31RCOM makes Rs 8585 crore payment towards 3G spectrum to Dot for 13circles.

Main subsidiaries Reliance Telecommunication Limited (RTL) In July 2007, the company announced it was buying US-based managed Ethernet and application delivery services company Yapese Enterprise Services for a cashamount of 1200 crore (the equivalent of US$300 million). The deal wasannounced of the overseas acquisition, the Reliance group has amalgamated theUnited States-based Flag Telecom for $210 million (roughly 950 crore). RTLoperates in Madhya Pradesh, West Bengal, Himachal Pradesh, Orissa, Bihar,Assam, Kolkata and Northeast, offering GSM services. Reliance Globalcom RGL owns the worlds largest private undersea cable system, spanning 65,000 kms seamlessly integrated with Reliance Communications. Over 110,000 km of domestic optic fiber provides a robust Global Service Delivery Platform,connecting 40 key business markets in India, the Middle East, Asia, Europe, andthe U.S. Reliance Internet Data Center (RIDC) RIDC provides Internet Data Center (IDC) services located in Mumbai, Bangalore,Hyderabad and Chennai. Spread across 650,000 sqft (60,000 m2) of hosting space,it offers IT infrastructure management services to large, medium and smallenterprises. It is one of the leading data center service providers in India and provides services like collocation, managed server hosting, virtual private server and data security. It has launched cloud computing services, offering product underits infrastructure as a server (IAAS) and software as a service (SAAS) portfolio,which enables enterprises, mainly small and medium, a costeffective ITinfrastructure and application on pay-per-user model. Reliance Big TV Limited Reliance Big TV launched in August 2008 and thereafter acquired 1 millionsubscribers within 90 days of launch, the fastest ramp-up ever achieved by anyDTH operator in the world. Reliance Big TV offers its 1.7 million customersDVD-quality pictures on over 200 channels using MPEG-4 technology.

Reliance Infratel Limited (RITL) RITLs business is to build, own and operate telecommunication towers, optic fiber cable assets and related assets at designated sites, and to provide these passive telecommunication infrastructure assets on a shared basis to wireless service providers and other communications service providers under long-term contracts Offices Reliance Communications Limited has its offices in Ahmadabad, Bangalore, Bhopal, Chandigarh, Chennai, Hyderabad, Jaipur, Kochi, Kolkata, Lucknow, PatnaandPune.

3G and BWA On 19 May 2010, the 3G spectrum auction in India ended. RelianceCommunications paid 5864.29 crores for spectrum in 13 circles. The circles itwill provide 3G in are Assam, Bihar, Delhi, Himachal Pradesh, Jammu & Kashmir,Kolkata, Madhya Pradesh, Mumbai, North East, Orissa, Punjab, Rajasthan andWest Bengal. On 5 November 2010, RCom became the second private sector telecom company(fourth overall) to launch 3G services in India, with a 4 city launch in Chandigarh,Delhi, Kolkata and Mumbai. On 11 June, 2010, the broadband wireless access (BWA) spectrum auction in Indiaended. However, RCom said that it exited the broadband wireless access (BWA)auction a week before, after auction prices significantly exceeded its business case estimates. They are planning to focus on broadband wireless through 3G-ready panIndia CDMA. RCOM has 3G spectrum for 13 circles. RCOM also said that they prefer LTE standard offering a single evolution path for both, CDMA &GSMnetworks , and that the WiMAX ecosystem has weakened after WiMAXoperators like Clearwire and Yota moved to LTE

Subscriber base The Reliance Communication subscriber base is about 128.87 million as of February 2011 WHY CDMA? Technologies being used today for cellular communications in India are:CDMA (Code Division Multiple Access)-Reliance Infocomm, tataIndicom, HFCL, Bharti (Touchtel), BSNL and MTNL operate on this technology,which is considered to be superior to GSM. In thus technology, each piece of transmission has a unique code, which is spread all over the allotted spectrum.GSM(Global System for Mobile Communication)-In India the cellular operatorslike Airtel,BPL Cellular, idea and Hutch etc. are using this technology to providemobile communication. Difference between CDMA &GSM Imagine a room full of people trying to talk to each other. In the case of GSM technology, if two people were to carry on a conversation and be able to hear eachother clearly, each pair would have to wait for everyone else to stop talking. Incase of CDMA, although everyone speaks at the same time in different languagesthe respective listeners understand their own languages and filter out the remaining noise that is other conversation. This is because of the transmission has a uniquecode.This means that CDMA technology has higher capacity nearly 4 times that of GSM. So, even if there are more people talking at a given point of time, there will be more calls get connected as compared to GSM.Higher capacity also ensures thatthere is high speed internet access along with faster data downloads. Advantages of CDMACoverage Due to advanced technology- CDMAs coverage is between1.7 and 3 times that of GSM.This means services would be available at far off locations of the CDMA network.Also ensures that you stay connected even in basements and lifts. Clarity: CDMA systems can achieve crystal clear voice conversations because of CDMAsstrong digital processing and background noise reduction capability.

Cost Benefits

CDMA better coverage and capacity result in cost benefits. Cost per subscribers islow-which means service provider can offer more facilities at a reduced costresulting in savings for the subscribers.CompatibilityCDMA phones are usually dual mode which means they work in both CDMAsystems and analog cellular systems. This translates into roaming capability invarious networks across the world .Also; the handset can be upgraded o thetechnology by programming. You do not need to spend additional money requiredfor a new handset by upgrading the technology into the existing technology. Customer Satisfaction CDMA results in greater customer satisfaction because CDMA provides better reliability, having been tried and tested in various countries including USA; Korea.Uses lighter handset listeners understand their sensors longer battery life of handsets due to low power requirements of CDMA systems. Comparison (CDMA V/S GSM) Capacity and spectrum efficiency CDMA 1x system can support 2 3 times moresimultaneous calls per MHz as compared to GSM. Hence, better connectivity. Speech quality When a subscriber moves from one BTS to another, while making or receivingcall, the call needs to be handed over from one BTS to another. In telecom language, this is called a HANDOVER. in GSM, before handing over, the call isdisconnected from the serving BTS for a small period resulting in hand over noiseand this type of handover is known as hard handover. CDMA uses soft handover technique where two or more alternate sites identify the call and hand over thecalls to the best server when handover is required. Hence, here is no disturbanceduring handover and the chance of call drop during handover is minimized.

Up gradation and data evolution in GSM & CDMAGSM Maximum data speed in GSM system (2G) is 9.6 Kbit/ second. The GSM system can be upgraded to 2.5 G where the data speed can go up to 115 Kbit/second. CDMA The data speed in case of CDMA 1x can be enhanced with introduction of HDR (High Data Rate) to a speed of 1.25 mbit/second i.e. almost three times that of Enhanced data rates for GSM Evolution (EDGE). The main advantage of CDMAis that 3g can be achieved in the same brand, unlike GSM where you require a separate brand for WCDMA 3G.Cdma has various advantages, higher capacity, better spectrum efficiency, better voice quality, and better data speed capability and has an easier migration path to3G. Competitors Reliance Communications competes with 14 other mobile operators throughoutIndia. They are Aircel, Airtel Cheers Mobile,BSNL, Idea, Loop Mobile, MTNL,MTS, Ping Mobile, S Tel, Tata DoCoMo, Tata Indicom, Uninor, Videocon, VirginMobile (GSM & CDMA) and Vodafone. SOME COMPETITORS OF RELIANCE INTRODUCTION BhartiAirtel formerly known as Bharti Tele-Ventures Limited (BTVL) is amongIndia's largest mobile phone and Fixed Network operators. With more than 60million subscriptions as of 13th February 2008 it offers its mobile services under the Airtel brand and is headed by Sunil Mittal. The company also providestelephone services and Internet access over DSL in 14 circles. The companycomplements its mobile, broadband & telephone services with national andinternational long distance services. The company also has a submarine cablelanding station at Chennai, which connects the submarine cable connectingChennai and Singapore. The company provides reliable end-to-end data andenterprise services to the corporate customers by leveraging its nationwide fiber

Optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISPand international bandwidth access through the gateways and landing station.Airtel is the largest cellular service provider in India in terms of number of subscribers. BhartiAirtel owns the Airtel brand and provides the followingservices under the brand name Airtel: Mobile Services (using GSM Technology),Broadband & Telephone Services (Fixed line, Internet Connectivity (DSL) andLeased Line), Long Distance Services and Enterprise Services(Telecommunications consulting for corporate).Leading international telecommunication companies such as Vodafone andSingTel held partial stakes in Bharti Airtel.In April 2006 Bharti Global Limited was awarded a telecommunications license inJersey in the Channel Islands by the local telecommunications regulator the JCRA.In September 2006 the Office of Utility Regulation in Guernsey awarded GuernseyAirtel with a mobile telecommunications license. In May 2007 Jersey Airtel andGuernsey Airtel announced the launch of a relationship with Vodafone for islandmobile subscribers. In July 2007, BhartiAirtel signed anMoU with Nokia-Siemens for a 900 million dollar expansion of its mobile and fixed network. InAugust 2007, the company announced it will be launching a customized version of Google search engine that will provide an 'array of services' to its broadbandcustomers.Airtel is proud to be the trusted communications partner to Indias leading organizations, working for them to meet the challenges of growth Across India. The businesses at BhartiAirtel have always been structured into three individualstrategic business units (SBU's) - Mobile Services, AirtelTelemedia Services &Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the AirtelTelemedia Services business offers broadband & telephone services in 95 citiesand has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV.Shahrukh Khan is the brand ambassador of the mobile company and KareenaKapoor and Saif Ali Khan are the brand ambassadors of the DTH Company. Thecompany provides end-to-end data and enterprise services to the corporatecustomers through its nationwide fiber optic backbone, last mile connectivity infixed-line and mobile circles, VSATs, ISP and international bandwidth accessthrough the gateways and landing station. Globally, BhartiAirtel is the 3rd largest in-country mobile operator by subscriber base,

behind China Mobile and China Unicom. In India, the company has a 24.6%share of the wireless services market, followed by 17.7% for RelianceCommunications and 17.4% for Vodafone Essar. In January 2010, companyannounced that ManojKohli, Joint Managing Director and current Chief ExecutiveOfficer of Indian and South Asian operations, will become the Chief ExecutiveOfficer of the International Business Group from 1st April 2010. He will be overseeingBharti's overseas business. Current Dy. CEO, Sanjay Kapoor, will replaceManojKohli and will be the CEO with effective from 1st April, 2010.

TATA TELESERVICES

Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, anIndian Conglomerate. It runs the brand name Tata Indicom in India in varioustelecom circles of India. The company forms part of the Tata Group's presence inthe Telecommunication Industry in India, along with Tata Teleservices(Maharashtra) Limited (TTML) and VSNL.TTSL was incorporated in 1995 and was the first company to offer CDMA Mobileservices in India, specifically in the state of Andhra Pradesh.In December 2002, the company acquired the erstwhile Hughes Telecom (India)Ltd. which was renamed Tata Teleservices (Maharashtra) Limited.In September 2007, Tata Indicom launched the Talk World plan, an InternationalLong Distance Plan.Tata is the direct competitor with Reliance, both CDMA operators in India. Thecompany provides unified telecommunication solutions including mobile, fixedwireless, fixed line and broadband. Other competitors are Vodafone, Airtel, Aircel,Idea, MTNL, and BSNL providing GSM based mobile telephony.The company was first in India to provide free intra network calling within citylimits. They launched a unique scheme providing lifetime rental free connectivityon its mobile and fixed wireless for a onetime charge.Tata Teleservices is part of the INR Rs. 119000 Crore (US$ 29 billion) TataGroup, that has over 87 companies, over 250,000 employees and more than 2.8million shareholders. With a committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY 2006), the Group has a formidable presence across thetelecom value chain.Tata Teleservices spearheads the Groups

presence in the telecom sector.Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobileservices in India with the Andhra Pradesh circleStarting with the major acquisition of Hughes Tele.com (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002 the company swung into an expansion mode. With the total Investment of Rs 19,924 Crore, TataTeleservices has created a Pan India presence spread across 20 circles that includeAndhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh(E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.Having pioneered the CDMA 3G1x technology platform in India, TataTeleservices has established a robust and reliable 3G ready telecom infrastructurethat ensures quality in its services. It has partnered with Motorola, Ericsson, Lucentand ECI Telecom for the deployment of a reliable, technologically advancednetwork.The company, which heralded convergence technologies in the Indian telecomsector, is today the market leader in the fixed wireless telephony market with atotal customer base of over 3.8 million.Tata Teleservices bouquet of telephony services includes Mobile services,Wireless Desktop Phones, Public Booth Telephony and Wire line services. Other services include value added services like voice portal, roaming, post-paid Internetservices, 3-way conferencing, group calling, Wi-Fi Internet, USB Modem, datacards, calling card services and enterprise services.Some of the other products launched by the company include prepaid wirelessdesktop phones, public phone booths, new mobile handsets and new voice & dataservices such as BREW games, Voice Portal, picture messaging, polyphonic ringtones, interactive applications like news, cricket, astrology, etc.Tata Indicom redefined the existing prepaid mobile market in India, by unveiling their offering Tata Indicom Non Stop Mobilewhich allows customers toreceive free incoming calls. Tata Teleservices today has India s largest brandedtelecom retail chain and is the first service provider in the country to offer anonline channel www.ichoose.in to offer postpaid mobile connections in thecountry.Tata Teleservices has a strong workforce of 6000. In addition, TTSL has createdmore than 20,000 jobs, which will include 10,000 indirect jobs throughoutsourcing of its manpower needs.Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products andservices under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group's strategic alliance

with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operateGSM telecom services-and has also been allotted spectrum in 18 telecom Circles.The company has rolled out GSM services in 14 of India's 22 telecom Circles in aquick span of under six months.TATA DOCOMO marks a significant milestone in the Indian telecom landscape,and has already redefined the very face of telecoms in India, being the first to pioneer the per-second tariff option-part of its 'Pay for What You Use' pricing paradigm. Tokyo-based NTT DOCOMO is one of the world's leading mobileoperators-in the Japanese market, the company is the clear market leader, used byover 50 per cent of the country's mobile phone users.Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra)Limited, serves over 60311302 customers in more than 410,000 towns andvillages across the country, with a bouquet of telephony services encompassing mobile services, wireless desktop phones, public booth telephony, wire line services and enterprise solutions.

BSNL INTRODUCTION Bharat Sanchar Nigam Limited (known as BSNL, India CommunicationsCorporation Limited) is a public sector communications company in India. It is theIndia's largest telecommunication company with 25.14% market share as onDecember 31, 2007. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, and New Delhi. It has the status of Miniratna astatus assigned to reputed Public Sector companies in India.BSNL is India's oldest and largest Communication Service Provider (CSP).Currently BSNL has a customer base of 68.5 million (Basic & Mobile telephony).It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. As on December 31, 2007 BSNLcommanded a customer base of 31.7 million Wireline, 4.1 million CDMA-WLLand 32.7 million GSM Mobile subscribers. BSNL's earnings for the Financial Year ending March 31, 2007 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). Today, BSNL is India's largest Telco and one of thelargest Public Sector Undertaking with estimated market value of $ 100 Billion.The company is planning an IPO within 6 months to offload 10 % to public.Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largestTelecommunications Company

providing comprehensive range of telecom servicesin India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of fiveyears it has become one of the largest public sector units in India.BSNL has installed Quality Telecom Network in the country and now focusing onimproving it, expanding the network, introducing new telecom services with ICTapplications in villages and wining customer's confidence. Today, it has about 47.3million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSMCapacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602Districts, 7330 cities/towns and 5.5 Lakhs villages.BSNL is the only service provider, making focused efforts and planned initiativesto bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecomoperator in the country to beat its reach with its wide network giving services inevery nook & corner of country and operates across India except Delhi & Mumbai.Whether it is inaccessible areas of Siachen glacier and North-eastern region of thecountry. BSNL serves its customers with its wide bouquet of telecom services.BSNL is numerous Uno operator of India in all services in its license area. Thecompany offers vide ranging & most transparent tariff schemes designed to suiteevery customer.BSNL cellular service, Cell One, has more than 59454630 cellular customers,garnering 24 percent of all mobile users as its subscribers. That means that almostevery fourth mobile user in the country has a BSNL connection.Internet Customers who access Internet through various modes viz. Dial-up,Leased Line, DIAS, Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country.BSNL has set up a world class multi-gigabit, multi-protocol convergent IPinfrastructure that provides convergent services like voice, data and video throughthe same Backbone and Broadband Access Network. The company has vast experience in Planning, Installation, network integration andMaintenance of Switching & Transmission Networks and also has a world classISO 9000 certified Telecom Training Institute. History The foundation of Telecom Network in India was laid by the British sometime in19th century. The history of BSNL is linked with the beginning of Telecom in India. In 19th century and for almost entire 20th century, the Telecom in India was operated as a Government of India wing. Earlier it was part of erstwhile Post &Telegraph Department (P&T). In 1975 the Department of Telecom (Dot) wasseparated from P&T. Dot was responsible for running of Telecom services in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL)was carved out of Dot to run the telecom services of Delhi and Mumbai. It is a well

known fact that BSNL was carved out of Department of Telecom to provide level playing field to private telecoms. Subsequently in 1990s the telecom sector was opened up by the Government for Private Investment, therefore it became necessary to separate the Government's policy wing from Operations wing. The Government of India corporatized the operations wing of Dot on October 01, 2000and named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public sector.

VODAFONE ESSAR IntroductionVodafone Essar , previously Hutchison Essar is a cellular operator in India thatcovers 16 telecom circles in India Despite the official name being Vodafone Essar;its products are simply branded Vodafone . It offers both prepaid and postpaidGSM cellular phone coverage throughout India and is especially strong in themajor metros.Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digitalGSM technology, offering voice and data services in 16 of the country's 23 license areas. Vodafone Essar , previously Hutchison Essar is a cellular operator in India that covers 16 telecom circles in India . Despite the official name being Vodafone Essar, its products are simply branded Vodafone . It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology, offering voice and data services in 16 of the country's 23 license areas.

OWNERSHIP: Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian nationals, 15%.On February 11, 2007, Vodafone agreed to acquire the controlling interest of 67%held by Li KaShing Holdings in Hutch-Essar for US$11.1 billion, piping Reliance Communications, Hinduja Group, and Essar Group, which is the owner of the remaining 33%. The whole company was valued at USD 18.8 billion. Thetransaction closed on May 8, 2007.

PREVIOUS BRANDS: In December 2006, Hutch Essar re-launched the "Hutch" brand nationwide,consolidating its services under a single identity. The Company entered intoagreement with NTT DoCoMo to launch I-mode mobile Internet service in Indiaduring 2007.The company used to be named Hutchison Essar, reflecting the name of its previous owner, Hutchison. However, the brand was marketed as Hutch . After getting the necessary government approvals with regards to the acquisition of amajority by the Vodafone Group, the company was rebranded as Vodafone Essar.The marketing brand was officially changed to Vodafone On 20 September 2007.On September 20, 2007 Hutch becomes Vodafone in one of the biggest brandtransition exercises in recent times.Vodafone Essar is spending somewhere in the region of Rs 250 crores on this high- profile transition being unveiled today. Along with the transition, cheap cell phones have been launched in the Indian market under the Vodafone brand. Thereare plans to launch co-branded handsets sourced from global vendors as well. A popular daily quoted a Vodafone Essar director as saying that "the objective is toleverage Vodafone Group's global scale in bringing millions of low-cost handsetsfrom across-the-world into India."While there is no revealing the prices of the low-cost Vodafone handsets, theindustry is abuzz that prices might start at Rs 666, undercutting RelianceCommunications' much-hyped 'Rang Barse' with cheap handsets beginning at Rs777.Meanwhile, Vodafone Essar sources said there would be no discounts or subsidized handset offers -- rather handset-bundled schemes for customers.Vodafone today is serving 94143364 customers in India, data collected as on 31stJanuary, 2010. It is the third leading telecom company in India. Vodafone is adopting a great advertising strategy to attract its customers in India. IDEA cellular IDEA Cellular is a publicly listed company, having listed on the Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE) in March 2007.IDEA Cellular is a leading GSM mobile services operator in India with over 53million subscribers, under brand IDEA. It is a pan India integrated GSM operator covering the entire telephony landscape of the country, and has NLD and ILDoperations.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has thedistinction of offering the most customer friendly and competitive Pre Paidofferings, for the first time in India, in an increasingly segmented market. From basic voice & Short Message Service (SMS) services to high-end value added &GPRS services such as Blackberry, Data card, Mobile TV, Games etc IDEA isseen as an innovative, customer focused brand.IDEA offers affordable and world-class mobile services to varied segments of mobile users. Be it high end users, or low-end, price sensitive consumers - IDEA'stariff plans are designed to suit every pocket.With a vision of delighting its customers while meeting their individualcommunication needs anytime, anywhere, IDEA offers seamless coverage toroaming customers traveling to any part of the country, as well as to internationaltraveling customers across over 200 countries. IDEA Cellular has partnership withover 400 operators to ensure that customers are always connected while on themove, within the country or other parts of the world.IDEA is the winner of The Emerging Company of the Year Award' at TheEconomic Times Corporate Excellence Awards 2008-09. The company hasreceived several other national and international recognitions for its path-breakinginnovations in mobile telephony products & services. It won the GSM AssociationAward for Best Billing and Customer Care Solution for 2 consecutive years. Itwas awarded Mobile Operator of the Year Award - India for 2007 and 2008 atthe Annual Asian Mobile News Awards.IDEA Cellular is an Aditya Birla Group Company, India's first truly multinationalcorporation. The group operates in 25 countries, and is anchored by over 1, 30,000employees belonging to 30 nationalities. The Group has been adjudged the 6thTop Company for Leaders in Asia Pacific Region' in 2009, in a survey conducted by Hewitt Associates, in partnership with The RBL Group, and Fortune. TheGroup has also been rated The Best Employer in India and among the Top 20 inAsia' by the Hewitt-Economic Times and Wall Street Journal Study 2007. AIRCEL AIRCEL is a mobile phone service provider in India. It offers both prepaid and postpaid GSM cellular phone coverage throughout India. Aircel is a joint venture between go-go Communications of Malaysia and Apollo Hospital Enterprise Ltdof India. Maxis have a 74% stake in Aircel and the remaining 26% is with ApolloHospitals. It is India s fifth largest GSM mobile service provider with a subscriber base of over 27.7 million, as of October 31, 2009. It has a market share of 12.8%among the GSM operators in the country. As on date, Aircel is present in 18 of thetotal 23 telecom circles (including Andhra Pradesh, Assam, Bihar & Jharkhand,Chennai, Delhi & NCR, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala,Kolkata, Mumbai, North East, Orissa, Rest of Maharashtra &

Goa, Rest of Tamil Nadu, Rest of West Bengal, Uttar Pradesh East, Uttar Pradesh West) and withlicenses secured for the remaining 5 telecom circles, the company plans to becomea pan-India operator by 2010. Additionally, Aircel has also obtained permissionfrom Department of Telecommunications (Dot) to provide International LongDistance (ILD) and National Long Distance (NLD) telephony services. It is also acategory A ISP. It is also having the largest service in Tamil Nadu.Aircel Business Solutions (ABS), part of Aircel, is an ISO 9000 certified company.ABS is a registered member of WIMAX forum both in the Indian andInternational Chapters. ABS product range includes enterprise solutions such asMultiprotocol Label Switching Virtual Private Networks (MPLS VPNs), Voiceover Internet Protocol (VoIP) and Managed Video Services on wireless platform including WIMAX.Aircel has won many awards for its services. Aircel was honored at the WorldBrand Congress 2009 with three awards, Brand Leadership in Telecom, andMarketing Campaign & Marketing Professional of the Year. Aircel was honored by CMAI INFOCOM National Telecom Award 2009 for, Excellence inMarketing of New Telecom Service. Aircel had been selected as the best regionaloperator in 2008 by Tele.net. Aircel was rated as the top mid-size utility companyin Business World s List of Best Mid-Size Companies in 2007. Aircel got thehighest rating for overall customer satisfaction and network quality in 2006 byVoice and Data.Aircel is one of the sponsors of the Indian Premier League Cricket Team ChennaiSuper Kings, which is captained by Mahendra Singh Dhoni. It is also the major sponsors for Chennai Open (the only ATP tennis tournament in India), andProfessional Golf Tour of India.In latest news, Maxis, Aircel's majority stake holder, raised RM11.2 billion (USD3.36 billions) for its shareholders, making it the largest IPO in Malaysia andSoutheast Asia.

PRODUCTS OF THE COMPANY

1. Wireless

2. Telephone

3. Internet

4. Television

5. Data Cards

6. Recharge Vouchers

7. VC (Video Conference)

CHAPTER 6RESEARCHMETHODOLOGY

RESEARCH METHODOLOGY

The way in which the data is collected for the research project.

RESEARCH DESIGN

A scientifically carried out research project has a definite frame work for data allocation. This frame work constitutes the research design. The research design for the present study was descriptive as it matched well with objective of the study.

SAMPLE DESIGN

It is not possible to cover all the people using services of Reliance communication. So a sample set will be taken. The users had to be the residents of Ludhiana city only. Sampling procedure in this research will be non-probability, and maximum number of respondents will be selected on the basis of convenience.

DATA COLLECTION

The focus of the research report will be on collection and analysis of primary data. Survey method will be adopted to collect the primary data as survey research is the best method of collection of data in case of descriptive research.

Types of questions:OPEN ENDED: They give the respondents complete freedom to decide the form, length and detailof the answer. Open questions are preferred when the researchers is interested inknowing what is upper most in the mind of respondents. DICHOTOMOUS: This type of questions have only two type of answer, yes or no. true or false etc.

MULTIPLE CHOICE QUESTIONS: In the case of multiple choice question the respondents is offered two or morechoices. The researcher exhausts all the possible choices and the respondent has toindicate which one is applicable in this case. Data Analysis: The data is analyzed on the basis of suitable tables by using mathematicaltechniques. The technique that I have used is pie chart.

CHAPTER 7

ANALYSIS ANDINTERPRETATIONS OFDATA ANALYSIS: - using pie chart

1.AGE (IN YEARS):AGE GROUP LESS THAN 18 18 TO 35 ABOVE 35 INTERPRETATION:70% reliance users are between 18-35 years so we caninterpret that maximum number of respondents are of young age. Only 20% users are over 35 years of age and 10% arebelow 18 years of age. INTERPRETATION 10% 70% 20%

2.OCCUPATION: OCCUPATION BUSINESSMAN SERVICE MAN STUDENTS OTHERS INTERPRETATION 16% 12% 60% 12%

INTERPRETATION:16% respondents are businessmen, 12% are in service and12% engaged in other application. 60% respondents are students so we can interpret that maximum number of users of RCOMM are students.

3.WHICH SERVICE ARE YOU USING? SERVICE USIING INTERPRETATION

GSM CDMA

92% 8%

INTERPRETATION:GSM services are using by 92% respondents while8% respondents are using CDMA, so we caninterpret maximum user is of GSM service.

4.WHICH CONNECTION ARE YOU USING? PLAN USING PREPAID POSTPAID INTERPRETATION 80% 20%

INTERPRETATION:80% respondents were prepaid user and 20% werepostpaid user.

5.HOW MUCH DO YOU SPEND MONTLLY ONMOBILE? MONTHLY EXPENSE LESS THAN 250Rs 250-500Rs ABOVE 500Rs INTERPRETATION:INTERPRETATION 30% 52% 18%

52% respondents spend Rs.250-500 monthly onmobile, 30% spend less than rs. 250, 18% spendmore than rs 500 per month on mobile. So we can say that maximum number of usersspend rs. 250-500 per month on mobile.

6. ARE YOU SATISFIED WITH NETWORK COVERAGE OFRCOMM? (LIKERT SCALE) Very dissatisfied 0 Somewhat dissatisfied 5% Neither Somewhat satisfied nor satisfied dissatisfied 10% 35% Very satisfied

50%

INTERPRETATION:50% respondents are very satisfied and less number of respondents are dissatisfied. So we can interpret that network coverage of RCOMM is very good.

7. ARE YOU SATISFIED WITH TARIFF PLANS OF RCOMM? Very dissatisfied 2% Somewhat dissatisfied 10% Neither Somewhat satisfied nor satisfied dissatisfied 10% 58% Very satisfied

20%

INTERPRETATION:-58% respondents are somewhat satisfied with the RCOMM tariff planand numbers of dissatisfied respondents is very less. So we can interpret that tariff plan of RCOMM is good.

8. ARE YOU SATISFIED WITH VOICE CLARITY DURINGCALL? Very Somewhat Neither Somewhat Very satisfied

dissatisfied 0

dissatisfied 5%

satisfied nor satisfied dissatisfied 15% 30%

50%

INTERPRETATION:-50% respondents are very satisfied with voice clarity during callsand 30% are somewhat satisfied so we can interpret thatmaximum number of respondents are satisfied with voice clarityduring calls.

9. ARE YOU SATISFIED WITH MOBILE SET PROVIDED BYRCOMM (IF YOU HAVE)? Very dissatisfied 7% Somewhat dissatisfied 13% Neither Somewhat satisfied nor satisfied dissatisfied 20% 27% Very satisfied

33%

INTERPRETATION: - 33% respondents are very satisfied with mobile setprovided by RCOMM and 27% respondents are somewhatsatisfied with mobile set provided by RCOMM. Only 7% respondents are very dissatisfied with mobile setprovided by RCOMM, so we can interpret that RCOMMmobile set are beneficial to most of the respondents.

10.ARE YOU SATISFIED WITH CUSTOMER CARE SERVICES OF RCOMM?

Very dissatisfied 10%

Somewhat dissatisfied 10%

Neither Somewhat satisfied nor satisfied dissatisfied 16% 24%

Very satisfied

40%

INTERPRETATION:-40% respondents are very satisfied with customer care service of RCOMM and 24% respondents are somewhat satisfied withcustomer care service of RCOMM. Few numbers of respondents are very dissatisfied neutral so we can interpret that customer care service of RCOMM is better to customer

11. HAVE YOU EVER SUFFERED WITH SUDDEN DEDUCTIONOF MONEY?

INTERPRETATION: - 82% respondents have not suffered with sudden deduction of money and only 18% respondents suffered with this issue. So we can interpret that customers are safe in terms of suddenmoney deduction

12. ARE YOU SATISFIED WITH CALL CONNECTIVITY? Very dissatisfied 2% Somewhat dissatisfied 3% Neither Somewhat satisfied nor satisfied dissatisfied 5% 20% Very satisfied

70%

INTERPRETATION:-The maximum numbers of respondents aresatisfied with call connectivity of RCOMM 13. ARE YOU SATISFIED BY VALUE ADDED SERVICEOF RCOMM?

Very dissatisfied 0

Somewhat dissatisfied 14%

Neither Somewhat satisfied nor satisfied dissatisfied 8% 12%

Very satisfied

66%

INTERPRETATION:-Most of the respondents are satisfied with the value added serviceof RCOMM so we can interpret that RCOMM has better valueadded service. We can see that only 14% respondents are somewhat dissatisfiedwith the value added service.

14.ARE YOU SATISFIED WITH CHARGES OF RCOMM? Very dissatisfied 0 Somewhat dissatisfied 4% Neither Somewhat satisfied nor satisfied dissatisfied 6% 22% Very satisfied

68%

INTERPRETATION:Most of the respondents have no problem with charges of RCOMM or we can say that satisfaction level of respondents isvery high in terms of fair charges.

15.DO YOU WILL RECOMMEND RELIANCE TO OTHERS?

INTERPRETATION:-72% respondents are recommending the reliance to others thenwe can say that 72% are using good telecommunication servicesby the reliance.

16.DO YOU WANT IMPROVEMENT IN RCOMM?

INTERPRETATION:-52% respondents want improvement in RCOMM while 48%respondents are satisfied with the reliance service.

CHAPTER 8 FINDINGS

CONCLUSION:This study helped me to know different aspects of customer satisfactionregarding telecom service provider. This study also helped me to know different scheme and product provided by Reliance Communication. This study helped me to know the market base of Reliance Communication. Through this study conclude that advertisement plays as a pivotal role inmarketing of telecom industrys product. Reliance Communication has better advertisement strategy than itscompetitor. Reliance Communication is most popular in student then others. Reliance Communication provides wide range of handsets than others. People prefer GSM (idea) service since they can switch easily due to largenumber of GSM service provider. Reliance Communication has good customer care service unit.

CHAPTER 10LIMITATION

LIMITATIONS Every study has certain limitations. In my study, also there were certainlimitations, which I could not able to solve. The research was conducted in a very small area. Time factor was also important for me. I had only 45 days to complete myresearch, for which a full-fledged report was insufficient for me. The customer filled the questionnaire mostly in careless manner, so it was difficultto make them hold for time. The sample size is also very small which represent my research on consumer behavior. My questionnaire is filled by students mostly. Most of the respondent was prepaid users.

CHAPTER 11 RECOMMENDATIONS

RECOMMENDATIONS: -

1. RCOMM must provide good quality of handsets since mostof the handsets are of low cost but also of low quality. 2. Reliance must also introduce3G handsets. 3. Reliance must also introduce some innovative value addedservice.

CHAPTER 12 ANNEXURE

QUESTIONNAIRE

1. ISYOU USER OF RCOMM? YES NO 2.NAME 3. AGE: LESS THAN 18 YEARS 18 to 35 YEARS MORE THAN 35 4. OCCUPATION: BUSINESS MAN STUDENT SERVICE OTHER

5. WHICH SERVICE ARE YOU USING? GSM CDMA 6. WHICH CONNECTION ARE YOU USING? PREPAID POSTPAID

7. HOW MUCH DO YOU SPEND MONTLLY ON MOBILE? LESS THAN Rs.250 Rs.250-500 MORE THAN Rs.500

8. ARE YOU SATISFIED WITH NETWORK COVERAGE OFRCOMM?

9. ARE YOU SATISFIED WITH TARIFF PLANS OF RCOMM?

10. ARE YOU SATISFIED WITH VOICE CLARITY DURING CALL?

10. ARE YOU SATISFIED WITH MOBILE SET PROVIDED BY RCOMM(IF YOU HAVE)?

11. ARE YOU SATISFIED WITH CUSTOMER CARE SERVICES OF RCOMM?

13.HAVE YOU EVER SUFFERED WITH SUDDEN DEDUCTION OF MONEY? YES NO 14. ARE YOU SATISFIED WITH CALL CONNECTIVITY?

15. ARE YOU SATISFIED BY VALUE ADDED SERVICE OF RCOMM?

16. ARE YOU SATISFIED WITH CHARGES OF RCOMM?

17. WILL YOU RECOMMEND RELIANCE TO OTHERS? YES NO CANT SAY

18. DO YOU KNOW WHOS THE BRAND AMBESSEDOR OF RCOMM? YES NO IF YES, NAME

19. DO YOU WANT IMPROVEMENT IN RCOMM? YES NO

20. YOUR VALUABLE SUGGESTION ...