EXECUTIVE SUMMARY

A STUDY ON CONSUMER SATISFACTION OF RELIANCE COMMUNICATION Reliance world outlets in the mobility Behavioral study of Reliance World Consumers Mobility Business. The study will be done mainly to find out about the Users / Prospects of various services of section. To find the perception of the customer regarding Reliance communication product and services.To find the customer awareness regarding Reliance communication product and services.To find the preference regarding Prepaid & Postpaid connections. In the present scenario where Communication mediums have brought a paradigm shift in the growth rate of all socio economic aspects, One can never leave MOBILE business contribution towards the same in presence of other mediums of communication such as television. In the journey from its advent to the present it has seen miles to be recognized as MOBILITY Business.

INTRODUCTION

GROUP OVERVIEW

Think big, think fast, think ahead. Ideas are no ones monopoly.

RELIANCE ADA GROUP

Think Bigger Think Better

Reliance World
Reliance World is a countrywide network of retail outlets offering a host of state-of-the art communication and information

services along with food and beverages in a modern ambience. It probably is also the world's largest network of public access broadband centers. A total of 242 World are operational in 105 cities and towns across India. The number of World in this network will further increase to cover nearly 700 towns and cities. All World outlets have three components: Customer

Convenience Centre, Broadband Centre and Gourmet Caf Customer Convenience Centre is a one-stop sales and customer service point for Reliance Communication's retail products and services Broadband Centre brings real broadband experience to Indians for the first time through a host of unique applications and services. This includes Video Chat, Multi-location Video Conference, Multi-player Online Gaming, High Speed Internet, Virtual Office, Digital Storage, Digital Movie, Digital Customized Music, Digital Electronic News Gathering Service and E-Learning. Java green, a Gourmet Caf with exciting range of food and beverage products, is designed to provide you a relaxed and refreshing atmosphere in Reliance World.

Reliance World is managed by Reliance Web store Limited, part of the Reliance Anil Dhirubhai Ambani Group.

ANIL DHIRU BHAI AMBANI GROUP

RELIANCE COMMUNICATION RELIANCE WEB STORE LIMITED RELIANCE TELCOM RELIANCE ENERGY RELIANCE MONEY

INDUSTRY ANALYSIS

INDUSTRY ANALYSIS
The Indian telecom sector can be broadly classified into Fixed Line Telephony and mobile telephony. The major players like BSNL, MTNL, VSNL in the fixed line and Airtel, Vodafone, Idea, Tata, Reliance in the mobile segment are coming up with new tariffs and discount schemes to gain the competitive advantage.

Fixed Line Telephony

This can be categorized as fixed wire line telephony and fixed wireless telephony (called as WLL (F)). It provides services such as local calls and long distance calls national and international.

In India at present, fixed line telephone numbers are of 8 digits (initially 5 and 7). The sector is in the process of converting all fixed line numbers to 10 digits

Telecommunication Companies in India

The stupendous growth of the telecommunication companies in India over the last fifteen years can be attributed to the liberal government of India, economic policy. The economic renaissance effected in the early 1990s brought around a paradigm shift on the overall business scenario of India. The telecommunication companies in India went through a huge make-over during the implementation of the open-market policy of India. The erstwhile closed market policy was replaced by a more liberal form of economic policy. A whole new form of Indian Telecommunication Policy was drafted to compliment the change effected in the economic policy of India. The amendment effected the new telecommunication policy of India made huge changes with respect to investments and entry of Foreign Direct Investments (FDI) and Foreign Institution Investors (FII) respectively, into the virgin Indian telecommunication market. This resulted entry of private, domestic and foreign telecommunication companies in India. The economic contribution made by these newly formed

telecommunication companies of India is really mentioned worthy and this industry witnessed highest growth after the Indian Information Technology industry. The robust growth of Indian economy after the economic liberalization in the 1990s induced massive change in the telecom policy and new draft was framed and implemented by the 'Telecom Regulatory Authority of India' (TRAI) and 'Department of Telecommunication' (DOT), under the Ministry of Telecommunication government of India. The main aim of these telecommunication companies in India is to provide basic telephony services to each and every Indian. With the advent of private telecommunication companies in India, the industry witnessed introduction of mobile telephones into the Indian market and it became popular amongst the Indian masses in

no time. Today two types of mobile phone service providers operates in the Indian market, like the following Global System for Mobile Communications (GSM) Code Division Multiple Access (CDMA) The main binding objective for all the telecommunication companies operating in India are as follows To facilitate telecommunication for all Ensuring quick availability of telephone connectivity Achieve universal service access at affordable price covering all Indian villages, as early as possible providing world class telecommunication services Solving consumer complaints, resolve disputes, and special attention to be given to public interface To provide widest possible range of services at reasonable prices To emerges as a major manufacturing base and major exporter of telecommunication equipment To protect the defense and security interests of the country Three types of service providers exist in the Indian telecommunication sector, like the following State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar Nigam Ltd and Mahanagar Telephone Nigam Ltd Private Indian owned companies like - Reliance Infocomm and Tata Teleservices. Foreign invested companies like - Hutchison-Essar, Bharti TeleVentures, Escotel, Idea, Cellular, BPL Mobile, Spice Communications etc.

Reliance Communications Bharat Sanchar Nigam Limited Videsh Sanchar Nigam Limited Mahanagar Telephone Nigam Bharti Airtel Vodafone Essar Limited

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 Tata Teleservices Spice Telecom Idea Cellular Sasken Network Engineering BPL Mobile Communications Reliance Communications
Reliance Communications started its operations in 1999 and is under the Anil Dhirubhai Ambani Group (ADAG) of companies. The company Reliance Communications Limited has been set up with the aim of providing communication and information to people at affordable price. The company Reliance Communications business includes the whole range of services related to the telecom sector such as fixed line telephones and mobiles. The business of the company also includes services like broadband, data services, international and national long distance services. Reliance Communications also provides to its customers a wide range of value added applications and services. The company is able to provide such a vast range of services to its customers for it has a high- capacity, reliable, convergent, and integrated digital network. The Company Reliance Communications Limited in order to provide the best quality of services to its customers laid down 60,000 kilometers of optic fiber all across India. The company launched the Reliance Mobile services in December 2002 and this has helped to increase the subscriber base of the company. The company Reliance Communications Limited's subscriber base has increased a lot over the years and at present stands at 38 million. The company provides telecommunication services to individuals and enterprises. Reliance Communications Company has become the leading

Limited Limited

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telecommunication integrated company in India and the chairman of the company is Anil Ambani. Reliance Communications Limited further plans to expand its operations and also plans to upgrade its technology. This is sure to help the company serve its customers better and will also increase its subscriber base. The Company Reliance Communications Limited should always try to provide the best quality of services to its customers for this would lead to customer satisfaction and loyalty. And this will in turn help the company to grow and prosper even more.

Bharat Sanchar Nigam Limited

Bharat Sanchar Nigam limited popularly also known as BSNL is an India-based telecommunication service providing company. BSNL operates under the guardianship of the Ministry of Communication, Government of India and Department of Telecommunication, Government of India. Bharat Sanchar Nigam Limited operates according to the telecommunication policy laid as per the Indian Telecommunication Acts and Rules. Bharat Sanchar Nigam Limited

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was established on 1.10.2000, as a result of the revamping of the erstwhile Department of Telecommunication, Government of India. Bharat Sanchar Nigam Limited is with world's a seventh largest of

telecommunications

company,

huge

bouquet

telecommunications services. The services offered by BSNL includes wireline, CDMA mobile, GSM Mobile, Internet, broadband, carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. It is one of the fast growing and most profitable organization of Government of India.

BSNL enjoys market leadership amongst all telecommunication operators in India and has grown in leaps and bounds. This gigantic Indian telecommunication company offers seamless service to its customers and it and enjoys market dominance in the area of basic telephony, rural telephony and Internet connection. Bharat Sanchar Nigam Limited is dedicatedly working towards bridging the gap between the rural and urban India digital divide in the ICT sector. This Indian telecommunication company is one of the market leaders in the Indian telecommunication industry. Further, it has gain tremendous popularity due to its competitive pricing of tariffs. Further, to retain its market dominance as a market leader it has formulated aggressive plans for expansion of its cellular network as per the policy laid in the Tenth Telecommunication Plan of India. BSNL has one of the widest and deepest telecommunication networks in India. The governing body has ratified a huge budgetary

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allocation of Rs.733 crore in the next three years for the development of telecommunication infrastructure in India. BSNL is market leader and is vastly experienced in planning, installation, network integration and maintenance of switching and transmission networks. Further the company is equipped with a state-of-the-art Telecommunication certification. Training Institute, which holds ISO 9000

Bharti Airtel
Bharti Airtel is one of the topmost companies in the telecom sector in India and is under the Bharti Enterprises Group. Airtel Bharti has been ranked as the best performance company in the whole world by the Business Week magazine in 2007. The Company Bharti Airtel is in India the biggest integrated and also the 1st telephone service provider in the private sector, which has footprint in around 23 telecom circles. Bharti Airtel Limited has been since its very beginning using the latest technology and thus the company has paved the way for the telecom sector in India with its world-class services and products. This has helped Bharti Airtel Company to grow for the number of its customers has increased very rapidly over the years. The company has around 50 million customers in 2007 and its market share of mobile subscribers in India is at 23.4%.

The company Bharti Airtel Limited's total revenue amounted to Rs.12,242 crore in 2006- 2007 and the net profit stood at Rs.3,126 crore. The Company Bharti Airtel is divided into 3 business units that are:

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Broadband & Telephone (B&T) services Enterprise services Mobile services

Among the various services that the Bharti Airtel Limited Company provides to its customers, the services of broadband and telephone (B&T) are 1 of them. The company provides broadband Internet services of high speed for it has the best network in India. The company Bharti Airtel also provides telephone services in around 94 cities of the country and this helps the people to stay connected with one another. The company plans to expand its broadband and telephone services by providing IPTV services and DTH operations. Further Bharti Airtel provides enterprise services to its customers. The services of enterprise provide telecom end-to-end solutions to customers who belong to the corporate sector and also long distance services to international and national carriers. The company Bharti Airtel has more than 35,016 kilometers of optic fiber, a submarine landing station, and is also a member of South East Asia- Middle East- Western Europe- 4. All this has helped the company to provide the best enterprise services to its customers. The company Bharti Airtel Limited plans to expand its enterprise services so that it can achieve the status of a global carrier within a period of 2- 3 years. The company Bharti Airtel Limited provides mobile services to its customers. The company provides fixed and mobile wireless services in around 23 telecom circles by using the GSM technology. Bharti Airtel Company has become the biggest mobile service provider in India on the basis of the number of customers. The company in the future plans to expand its network in order to establish its presence in more than 500,000 villages all across the country by 2010.

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Bharti Airtel has become a leading company in the telecom sector in India due to the fact that it has provided the best quality of services to its customers. And this has been possible for the company has a wide telecom network that is of the latest technology. The Company Bharti Airtel Limited in the future also should continue to upgrade its facilities for this will ensure that high grade of services are provided to its customers.

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Vodafone Essar
Vodafone Essar started its operations in India in 1994 and is under the Vodafone Group. The company Vodafone Essar Limited has become one of the leading companies in the telecom sector in India due to its high standard of services that it provides to its customers. The company Vodafone Essar has its operations in 16 telecom circles of the country, which covers around 86% of the customer mobile base in India. The company offers both postpaid and prepaid GSM cellular mobile coverage all across India and its hold is especially strong in the metropolitan cities. The company Vodafone Essar Limited provides services like 2G, which are based on 1800Mhz and 900Mhz GSM digital technology. The company Vodafone Essar also offers voice and data services. Vodafone Essar Limited has received many awards over the years such as the Best Mobile Service in India, Most Effective and Most Creative Advertiser of the Year, and Most Respected Telecom Company. The company Vodafone Essar Limited's chairman is Asim Ghosh, vice chairman is Arun Sarin, and non- executive chairman is Ravi Ruia. The Vodafone Essar subscriber bases in the cities of India are: Kolkata - 1,632,875 Mumbai - 2,989,970 Delhi - 3,002,442 Chennai - 981,996

Vodafone Essar plans to sell the low price handsets from its 4 lakhs distribution outlets. The company will buy the low cost cell phones from the firm ZTE that is located in China. The Company ZTE will ship more than 10 million low cost cell phones to India that will then be sold by the company Vodafone Essar. Vodafone Essar Company also has plans to expand in the near future and for this it is planning 17

to take a loan overseas of around US$ 500 million. The company Vodafone Essar Limited will use the money to expand the company's network, better its technology, and open more distribution centers. All these measures will help to increase the customer base of the company Vodafone Essar. Vodafone Essar is one of the topmost companies in the telecom sector in India and is well known for the best quality of products and services offered to its customers. And this is the reason that the customer base of the company Vodafone Essar Limited has been increasing at a very rapid pace. The company is planning to launch low price cell phones in the country and also expand its operations. This is sure to help the company Vodafone Essar to grow and prosper even more in the future.

Tata Teleservices
Tata Teleservices was set up in 1996 and is under the Tata Group, which is a group worth around US$ 22 billion and has more than 96 companies. The company Tata Teleservices Limited has been formed with an investment of around US$ 7.5 billion. The company Tata Teleservices has helped the Tata Group to have a strong presence in the telecom sector in India and the chairman of the company is Mr. Ratan N. Tata. The company was the 1st company in the country to launch the CDMA mobile services within the state of Andhra Pradesh. Tata Teleservices Limited offers various kinds of telephone services to its customers such as wireless desktop phones, wire line services, mobile services, and public booth telephony. Further the company also offers other services like value added services such as roaming, group calling, voice portal, data cards, Internet post paid services, 3- way conferencing,

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enterprise services, USB modem, Wi- Fi Internet, and calling card services.

Tata Teleservices Company provides certain other products to its customers like new data and voice services which include picture messaging, ring tones, polyphonic, and interactive applications. The company pioneered the CDMA technology in the country and has reliable infrastructure that ensures the quality services received by the customers. The Company Tata Teleservices Limited has provided only high quality services to its customers and this has helped the company to become a market leader in the telephony fixed wireless market. The total subscriber base of Tata Teleservices is more than 3.8 million. The company Tata Teleservices Limited in order to expand its domain, has acquired the Company Hughes Telecoms (India) Limited in December 2002. Further the company has made a total investment of around Rs.19, 924 crore in making an all India presence in around 20 telecom circle. The major telecom circles where the Company Tata Teleservices has its presence are Gujarat, West Bengal, Uttar Pradesh, Himachal Pradesh, Rajasthan, Haryana, Punjab, Madhya Pradesh, and Tamil Nadu. The company provides employment to more than 6000 people and as the company is expanding it is going to create over 20,000 jobs in the near future. Tata Teleservices Limited launched the scheme of non-stop mobile that allows a subscriber to receive incoming calls free of cost. The company has become the biggest telecom branded retail chain and is also the 1st telecom service provider in India that offers postpaid mobile connections on line. The company Tata Teleservices Limited in order to expand its operations has partnered with Ericsson, ECI Telecom, Lucent, and Motorola so that it can deploy reliable network

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that is technologically very advanced. The company has become a leading company in the telecom sector in India for the quality of its services that it provides to its customers. And as the company Tata Teleservices Limited is expanding and upgrading its technology it sure will help the company to provide even better services to its customers. Tata Teleservices must continue to provide the best quality of services to its customers for this will lead to customer satisfaction and loyalty and this in turn will help the company to grow and prosper.

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COMPANY ANALYSIS

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COMPANY PROFILE

RELIANCE COMMUNICATION

RELIANCE WORLD (Co-owned chain of Retail outlets)

RELIANCE WEB WORLD EXPRESS (Frenchisee owned chain of retail outlets for communication services only).

DIRECT SALES TEAM (DST) (Coowned chain for corporat e sales).

DIRECT SALES ASSOCIATES(DSA ) (Frenchise for postpaid sales).

DISTRI BUTOR

RETAIL ERS

COPORATE SALES TEAM

Dhirubhai Ambani had a dream to put the power of information and communications in the hands of the common man, at an

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affordable cost. At Reliance Communication, we are committed to making that dream come true. With Reliance India Mobile the first step we are offering subscribers a unique combination of affordability and quality. To begin with, we are inviting subscribers to make local and STD calls over a next generation wireless network, at a price that is more attractive than current landline rates. Whats more, in addition to superior voice connectivity, our service also includes high speed Internet access and advanced data applications.

Reliance India Mobile is Now Reliance Mobile much more than just another mobile phone service. Its an opportunity subscribers just cannot ignore!

Abundant limit for a limited spend If you think that having a mobile phone means high airtime charges and rising bills think again! Reliance Mobile provides subscribers with abundant talk time at very attractive rates becoming mobile is now easier than ever before!

Death of Distance

Worried about your STD bill? Get Reliance

Mobile and make long distance calls to any Reliance phone in the country at flat, never-before rates! Pan India Presence We plan to be present in over 600 cities /

towns initially. Our pan-India network will be the most widespread

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mobile network in the country! And we will expand to the entire landmass of India by 2012.

Superior Voice Quality and Data Capabilities over our next Gen network We bring to you CDMA 1X a next generation technology with superior voice quality (less call drops, reduced background noise, minimal interference with other electronic devices) and high speed data capabilities. CDMA is popular with over 135 million subscribers worldwide, with the number increasing exponentially. Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in the Global Fortune 500 list. This achievement is even more significant due to the fact, that the entire growth was achieved in an organic manner and in a span of just 25 years. Dhirubhai was not just firmly rooted in traditional Indian values, but was also a quintessentially modern man - the man of the new millennium. This was clearly reflected in his passion for mega-sized projects, the most advanced technology and the highest level of productivity. The corporate philosophy he followed was short simple and succinct - "Think big. Think differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to do better than the best - not only in India but also in the world.Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that education alone empowers people. He was a great communicator. He communicated to inspire, to guide, to educate and to motivate. He employed telephone as a powerful tool to achieve these goals. He used telephone to defeat distance, to compress time and to remain

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abreast of events. He was acutely aware of the power of information and communications. He would often say: "make the tools of communication available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility". He wanted a telephone call to be cheaper than a post card. This, he believed, would transform every home, empower every Indian, remove the roadblocks to opportunity and demolish the barriers that divide our society. Dhirubhai Ambani was of the conviction that communication would energies enterprises, galvanize governance, make livelihood an enjoyment, learning an experience, and living an excitement. Reliance communication is a fascinating outcome of this powerful conviction. It is a major initiative to translate his inspiring dream into reality. Reliance Communication is the outcome of the late visionary Dhirubhai Ambani's (1932-2002) dream to herald a digital revolution in India by bringing affordable means of information and communication to the doorsteps of India's vast population. "Make the tools of communication available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for Reliance Communication in late 1999. He saw in the potential of information and communication technology a once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of backwardness and underdevelopment. Working at breakneck speed, from late 1999 to 2002 Reliance Communication built the backbone for a digital India - 60,000 kilometres of fibre optic backbone, crisscrossing the entire country. The Reliance Communication pan-India network was commissioned on December 28, 2002, the 70th - birth anniversary of Dhirubhai.

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This day also marked his first birth anniversary after his demise July - 6, 2002. Reliance Communication network is a pan India, high capacity, integrated (wireless and wire line) and convergent (voice, data and video) digital network, designed to offer services that span the entire Communication value chain - infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India.

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Reliance Anil Dhirubhai Ambani Group

Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Ventures Ltd.) to financial services (Reliance Capital Ltd.) to the generation and distribution Reliance ADA of Groups power flagship (ReliancEnergyLtd) company, Reliance

Communications, is India's largest private sector information and Communications Company with over 20 million subscribers. The company has established a pan-India, high-capacity, integrated (wireless and wire line), convergent (voice, data and video) digital network, to offer services spanning the entire communication value chain. Other major group constituents Reliance Capital, Reliance Energy are widely acknowledged as the market leaders in their respective areas of operation.

Harmony

Reliance Communication

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Business
Reliance Communication will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that will enhance productivity of enterprises and individuals. Reliance India Mobile, the first of Communication's initiatives was launched on December 28, 2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Reliance Communication will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations.

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CUSTOMER CONVENIENCE CENTER is a one- stop sales & customer service point for reliance communication retail product & services .This module has been designed to offer telephony (Reliance India mobile, Reliance India phone) and related services. Customer visits this module for: Enquiries / Purchase of phones/ Connection & accessories Service requirements Purchase of recharge vouchers

SERVICES OFFERD CDMA (Code division multiple access) refers to any of several protocols used in so called second generation (2G) & third generation (3G) wireless communication .CDMA is the digital cellular

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phone technology from QUALCOMM that operates in the 800 MHZ band & 1.9 GHZ PCS band. 1. RIM (Reliance India mobile) provide two servicePREPAID POSTPAID 2. FWP (Fixed wireless phone) is a wireless service & the most important thing is that it is mobility in entire town /sdca .Fixed wireless phone provide two servicesPREPAID POSTPAID 3. DATA CARD Has two Modem. PCMCIA (Use in laptop only). USB (Use in laptop & desktop both.)

GSM GSM (Global system for mobile communication) is a digital cellular phone technology based on TDMA (Time Division Multiple access) It is the most widely used of the three digital wireless telephone technologies (TDMA, GSM & CDMA). GSM has two services:PREPAID POSTPAID BROADBAND SERVICES Broadband Surfing Surf the Web at a scorching pace, download files at mouth-watering speeds.

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Conference Invite your friends to a Reliance World nearest to them and enjoy the vibrancy of face-to-face conversations. DENG DENG (Digital Electronic News Gathering) enables transmission of video footage in real time. Digital Services The Digital Services Desk is where your data, documents and pictures come alive. eLearning Learn through new, exciting methods, using technology to your advantage. eRecruitment & Training From recruitment to retention, its an end-to-end suite of people management solutions Online Gaming If you can handle the adrenaline rush, online gaming has heaps of excitement in store for you. Personal Financial Services At the PFS Desk, you will discover a wide range of financial products and services. Reliance Phones Stay connected with Reliance phones and accessories. Say hello to Reliance Hello and Reliance Mobile. VDO Messaging Service (VMS) Find your way to peoples hearts through their mailboxes. Video Conferencing

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Who says you have to travel out of station to meet 'outstation' people?

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DENG
Using optic fiber broadband connectivity, Reliance World offers DENG (Digital Electronic News Gathering Service) to television channels. The service can also be utilized by advertising agencies, ad film producers and feature film houses. DENG has radically changed TV news gathering in India. DENG can function in two modes:

Reliance World to Studio: In this mode, Reliance connects up the studio(s) to the closest Reliance MCN (Media

Convergence Node) with optic fibre and installs decoding equipment at the studio premises. Reporters can send in their footages from any Reliance World that has DENG facility directly to the channels studios.

Reliance World to Reliance World: In this mode, the studio can record the feed at the Reliance World closest to the studio as reporters send in their footages from the Reliance World closest to their location. Recording the feed is facilitated by decoders installed at Reliance World.

Besides these two modes, live transmission is also possible from select Reliance World outlets with video conferencing facility. The Video Conferencing Room doubles up as a makeshift studio. The transfer is managed by a Central Connectivity Hub, ensuring 100% network availability and success rate.

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Advantages At a Glance

No infrastructure investment in the Reliance World to Reliance World mode Charges on pay per use basis Pan-India network of Reliance World Very easy to use, the cameraman can plug in his recording equipment and transmit Trained staff at Reliance World to assist in the process Access available from 10 AM to 10 PM everyday Transmission rate > 4 mbps on a 6 mbps multilink, no transmission loss Content transmitted securely using encryption and decryption technology Central Connectivity Hub support

VIDEO CONFERENCE
Corporate meetings are taking a big leap forward. Thanks to Video Conferencing at Reliance World, inter-location meetings are now almost as simple as reaching out to the next cubicle. How It Works When you Schedule a Video Conference at Reliance World. we reserve your slot in all the locations that you wish to be connected to in your Conference. On the appointed day and time, all attendees visit Reliance World in their respective cities and participate in the Video Conference.

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Each Reliance World has a specially-designed soundproof Video Conferencing Room, equipped with state-of-the-art video

conferencing equipment. The room can accommodate up to 9 participants comfortably, with 5 participants in distinct view of the camera. The digital Home Theater System, with a 42" plasma TV gives you that near real-life experience. You can even hook up your Video Conference from Reliance World to any enterprise which has a standards based ISDN video conferencing facility, even if that enterprise is in a different country. Participants who have no video conferencing facility can also join in using their telephone connections.

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Meetings, and beyond Reliance World Video Conferencing operates in several modes:

Full-Screen View: This mode is used in a one-to-one conference when two locations can see each other in full screen. Recommended Use: Interviews, Point-to-point meetings.

Continuous Presence: This mode is used in multi-party conferences. Each location sees all other locations. Recommended Use: Meetings, Reviews. Broadcast Mode: In this mode, all participants see the speaker, but not each other. The speaker can see all participants. Recommended Use: Product Launches, Financial Results Announcements, Area Specific Broadcasts.

Training Mode: All participants see a Powerpoint presentation in the main view and the speaker in a small window. Recommended Use: Training. 37

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INTERNET ACCESSIBILITY
Broadband is a technology that essentially enables high-speed Internet access. It is a far faster way of connecting to the Internet than the conventional dial-up method. However, not all broadband connections are the same. It all boils down to those important questions. Is the connection really fast enough? When you log in at Reliance World, you are connected to the Internet through Reliances next generation, high-speed,

countrywide fibre optic network. Thats why you will notice the difference as soon as you log in. Surf heavy Surprises may come in small packages but broadband sites dole out entertainment in large chunks. Experience these sites at Reliance World, uninterrupted. Download to your hearts content We all know the pleasures of downloading. And we also know how frustrating it is when the web crawls at a snails pace. Download your favorite stuff at Reliance World where the web sets a scorching pace.

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FINANCIAL SERVICES

Reliance Capital Ltd is a part of the Reliance - Anil Dhirubhai Ambani Group, and is ranked among the 25 most valuable private companies in India. Reliance Capital is one of India's leading and fastest growing private sector financial services companies, and ranks among the top 3 private sector financial services and banking groups, in terms of net worth. Reliance Capital has interests in asset management and mutual funds, life and general insurance, private equity and proprietary investments, stock broking, depository services, distribution of financial products, consumer finance and other activities in financial services. The Reliance Anil Dhirubhai Ambani Group is one of India's top 2 business houses, and has a market capitalization of over

Rs.2,90,000 crore (US$ 75 billion), net worth in excess of Rs.55,000 crore (US$ 14 billion), cash flows of Rs. 11,000 crore (US$ 2.8 billion) and net profit of Rs. 7,700 crore (US$ 1.9 billion)

Reliance General Insurance About Reliance General Insurance Reliance General Insurance, a part of the Reliance - Anil Dhirubhai Ambani Group and a Subsidiary of Reliance Capital, is one of the first non-lifecompanies to get the license from the IRDA. Reliance

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General Insurance is India's fastest growing general insurance company and the top 3 private sector insurers. Reliance General Insurance has 200 branches across 171 cities and over 25,000 intermediaries. Reliance General Insurance offers an exhaustive range of insurance products that covers most risks including Auto, Health, Property, Marine, Casualty and Liability.

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RELIANCE CAPITAL
Reliance Capital; one of India's leading and fastest growing private sector financial services companies, ranking among the top 3 private sector financial services and banking companies, in terms of net worth. Reliance Capital is a part of the Reliance Anil Dhirubhai Ambani Group. Reliance Money which commenced commercial operations in April 2007 has over 300,000 customers and 4,300 outlets in more than 3,500 locations across India. Reliance Money is a comprehensive electronic transaction platform offering a wide range of asset classes. Its endeavor is to change the way India transacts in financial markets and avails financial services. Reliance Money is a single window, enabling you to access, amongst others in Equities, Equity & Commodities Derivatives, Mutual Funds, IPOs, Life & General Insurance products, Offshore Investments, Money Transfer, Money Changing and Credit Cards.

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R World

The Java-based R World suite of Reliance India Mobile (RIM) applications is unique in India and the world. It enables the introduction of complex Internet applications on mobile phones quickly and efficiently. R World receives over 1.5 billion hits per month from RIM users. R World offers a wide range of applications including hour-to-hour news updates, high quality video streaming, downloadable multilingual Ring Tones, seasonal updates including festival specials, city & TV guides, exam results, astrology, mobile banking, credit card transaction from mobile phone, bill payment and stock prices. With over 100 data applications offering varied services, R World has become a treasure house of Knowledge, Information, Entertainment and Commerce - unique to any wireless service in India.

R Connect

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Introduction to R Connect Welcome to the World of R Connect- High speed Internet access anytime,anywhere. Reliance's cutting edge CDMA 1 x network offers you high speed internet access, at speeds up to 144kbps without tying you down to a landline.

You can take advantage of this service by using one of the following devices. R-Connect Services provided by Reliance Communications Infrastructure Limited.

R Connect Data Cable The R Connect Cable enables your RIM Phone to work as a highspeed modem for your PC or laptop. You can download files as well

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as read and send e-mails easily at speeds up to 144 kbps, anytime, anywhere.

R Connect Card A revolutionary product, that works as a modem and as a mobile phone. You can surf the Internet, access e-mails, make and receive calls and SMS from your laptop while on a business tour, while waiting at the airport, or traveling in a car through the R Connect Card, anywhere across the country. PDA Phone . Enhance your productivity! For the mobile professional wireless PDA offers not only Internet access but also mail access, personal information management and a host of other personal productivity tools

R Services Reliance India Mobile offers you a host of value-added services: Itemized Billing: Bill with details of all Local/STD/ISD and roaming voice calls made Value Roaming: Stop Costly Roaming. Start Value Roaming Reliance International CDMA Roaming: Enables you to roam across many countries on the globe. Reliance International Roaming: 45

The widest world coverage Voice mail service: 24 hour personal call answering service Call waiting: Allow you to receive an incoming call while already engaged in one call Call hold: Allow you to put a current call on hold and make a second call Call divert: Allow you to divert calls within your SDCA 3-way call conferencing: Allows a conference between 3 persons from your mobile handset CLIP (Caller Line Identification Presentation) Enables you to view the number of the calling person when you receive a call CLIR (Call Line Identification Restriction) Enables you to block presentation of your own number on a called person's phone International SMS Enables subscribers to send, receive, reply and forward simple text messages to friends, relatives and business associates across the world.

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OBJECTIVE & SCOPE OF THE RESEARCH

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SCOPE OF THE WORK

Reliance world outlets in the mobility Behavioral study of Reliance World Consumers Mobility Business. The study will be done mainly to find out about the Users / Prospects of various services of section.

OBJECTIVES OF THE PROJECT 1. To find the consumer satisfaction regarding Reliance communication product and services. 2. To find the why consumer use Reliance communication product and services. 3. To find the preference regarding Prepaid & Postpaid connections.

NEED FOR STUDY: Reliance world outlet plays a vital role as a face of the company, providing access to experience all Reliance ADA Group products and services. As a organized retail outlet chain it has its own and independent operation and sales, exposing it to the challenges of Retail Business

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where Consumer behavior brings the scope to study the PROSPECTS for the chain better.

RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY
(This method is generally use in study) Designing the research plan Define the research objective Developing the procedure for research Research by data collection & questionnaires Data analysis

Develop findings & conclusions

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RESEARCH DESIGN:A research design is simply the frame work or plan for a study that is used as guide in collecting & analyzing the data. It is the blue print that is followed in completing a study. TYPES OF RESEARCH:1 Exploratory Research 2. Descriptive Research Exploratory Research:The major emphasis of exploratory research is on the discovery of ideas. Marketing researchers devote a significant portion of their work on exploratory studies when very little is known about the problem being examined. The idea is to clarify concepts and subsequently, make more extensive research on them. less time requirement. The primary advantages of exploratory research studies are low cost and

Descriptive research:Descriptive research aims at fact finding & more often is based on surveys .Its purpose to describe the present state of affairs of the topic of study. It is more focused than an exploratory study. It provides basic information for formulating more sophisticated study.

Sources of Data Collection:SECONDARY DATA:Any data which have been gathered earlier for some other purpose are secondary data in the hands of the marketing researcher.

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I collected secondary data which was provided by the company. I collect the data from the net, company broachers and research books. PRIMARY DATA:Collection of first hand information on any happening or event, we either ask someone who knows about it or we observe it ourselves, or we do both. Primary data is collected by two method 1. Observation 2. Communication METHOD OF DATA COLLECTION 1. QUESTIONNAIRE 2. SCHEDULE 3. INTERVIEW QUESTIONNAIRE:A questionnaire consists of a number of questions printed or typed in a definite order on a form or set of forms. For collecting Primary Data I have prepared a structured questionnaire for the respondent after meeting them I filled the questionnaire and got the data. I prepared my questionnaire with having all the objective of the study in my mind. My questionnaire has both open and closed ended question but majority of question are closed ended.

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SAMPLING FUNDAMENTAL (Following sampling Fundamental has been used for this research)
Sampling is the selection of some part of an aggregate or totality on the basis of which a judgment or inference about the aggregate or totality is made. It is the process of obtaining information about an entire population by examining only a part of it. UNIVERSE/POPULATION: - My universe of project is LUCKNOW. SAMPLE SIZE: - In this case my sample size was 100 people. SAMPLE UNIT: - Salaried and businessman, Students.

Research Process

Defining Research Objectives

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Research Planning

Primary Data

Data Collection

Secondary Data

Questionnaire Org. Survey

Schedule

Internet

SAMPLING PLAN
SAMPLING PROCEDURE Random sampling : Being convenient, Random sampling has been selected. AREA COVERAGE Lucknow SAMPLE SIZE A total sample size of 100 respondents. Sample size determination STATISTICAL TEST

RESEARCH METHODOLOGY ADOPTED RESEARCH DESIGN Exploratory research Survey method 54 RESEARCH APPROACH

RESEARCH INSTRUMENT Structured questionnaire Personal interviews

RESEARCH PLAN
In planning and designing a specific research project it is necessary to anticipate all the steps that are needed to be undertaken if the project is to be successful in collecting reliable and valid information. The process consists of the following seven steps: 1. Specifying the research objectives: In this step, it is

essential to obtain answers to the questions, What is the purpose of the study? and What are the objectives of the research? It is essential to correctly identify and answer the question for the results to be accurate. 2. Preparing a list of needed information: After a

satisfactory statement of the studys purpose and objectives have been established, it is necessary to prepare a list of the information needed to attain the objectives. The contents of such a list will be decided by the objectives if the research and the situation leading to the research request. 3. Designing the data collection project: Necessary to

determine whether such information is already present. Field data should not be collected unless appropriate secondary source of information has been reviewed. In the event, secondary data is not available; the appropriate data has to be collected from the field.

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4.

Selecting a sample type: As it is difficult to collect

data from a large number of dealers of different companies. Researcher collects data from a representative sample of these. Sample is either, probabilistic or non-probabilistic. 5. Determining the sample size: It must be carefully

decided as to how a large sample is to be selected. It is essential to consider the problem at hand, the budget and the desired accuracy needed in the data before the question of sample size can be answered.

6.

Organizing and carrying out the field work: includes collecting, selecting,

Fieldwork

controlling and evaluating the data and the feed back. The methods employed are of importance as they consume a substantial portion of the data and are a potential source of error through lack of validity and reliability. The methods are dictated largely by the method of data collection, sampling requirement and information to be gathered

7.

Analyzing the collected data and reporting the

findings: After all the interviews and for observations have been made, the completed data collection forms must be processed in a way that yields the information the project was designed to obtain. It involves, firstly, the editing of the forms and then the responses are tabulated.

The reporting of research findings represents the end product of research project. The type of report prepared will vary greatly depending on the nature of the type of audience to view it.

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DATA ANALYSIS

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1) Why you use prepaid Services? Responde nts 22 31 23 7 83

Particulars Administer the expenses Avoid monthly bill Avail better promotional schemes Any other Total

35 30 Respondents 25 20 15 10 5 0 Administer the expenses Avoid monthly bill Avail better promotional schemes Any other

Factors

Interpretation: - After analyzing the data 31 respondents selects prepaid services to avoid monthly bill facility while 22 are selecting the services to administer their expenses and 23 respondents avail due to better promotional scheme provided to them.

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2. ARE YOU AWARE OF THE HIGH SPEED DATA CARD SERVICES OF RCOM?

Awarness of High Speed Data Card

8% 31% Yes No Are Using 61%

S. No. 1 2 3

Awareness Yes No Users

Responders 31 61 8

Interpretation:-

After analyzing the data 31%

customer are

aware of the high speed data card services of R .com while 61% are un aware about that. Company should initiated additional awareness program of data card services. 3. STRONG POINT OF SERVICES OF RCOM IN COMPARISON TO COMPETITORS.

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Respondent 50 40 30 20 10 0 Speed Respondent 46 Entry cost 18 Charges 9 Connectivity 22 18 9 22 Respondent 5 Customized plan 5 46

Interpretation:- Respondent grade the connections on the basis of processing speed followed by Entry cost of Reliance World.

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4. ARE YOU SATISFY WITH THE SERVICES AT RELIANCE WORLD?

Service Satisfaction

13%

Yes No

87%

S. No. 1 2

Awareness Yes No

Responders 87 13

Interpretation:- After analyzing the data 87% satisfied with the services at reliance world & 13% are un satisfied.

5: HOW DO YOU RATE RELIANCE SERVICE?

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Rating of Reliance Services

80 No. of responddent 60 40 20 0 Respondent 20 8 Exterme Satisfyin Average 8 68 20 Rating 3 Poor 3 1 Exterme 1 Respondent 68

Interpretation:-After analyzing the data maximum customer are satisfied with reliance services.

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6. First Priority of customers:

S.No. 1 2 3 4 5 6 7 8

Priority Coverage Call Rates Value Added Services Connectivity Hand Sets Internet Connectivity Entry Cost Customer Service

% 16 42 5 18 4 7 4 4

Interpretation:- After analyzing the data the outcome which we get is that customer more rely on call rates.

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7. Strongest Point of R-Com

S.No. 1 2 3 4 5 6

Strongest Point Network Better Data Services Handsets Assortment Voice Clarity Low Call Rates Customer Service

% 32 8 11 26 17 6

Interpretation:- The above table reveals that the strongest point in reliance communication is its network and after that in area of voice clarity

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8.

Do you have a fixed line service at home? If yes, then

please tick your service provider?

S.No. 1 2 3 4 5

Service Provider Bsnl Airtel Tata Walky Reliance FWP Other

users 29 8 6 5 0

Interpretation:- In the above table reveals that , customer who are using fixed line service at home are taking service of bsnl user. 9. Are you aware of the High Speed Data Card Services of R com?

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Awareness 1 2 3 Yes No Reliance User

% 32 60 8

Interpretation:are reliance user.

The above table reveals that 32% are aware of

high speed data card services or R-COM 60%are unaware and 8%

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10. What are the strong points of data card services of RCOM in comparison to competitors? pls rank

S.No. 1 2 3 4 5

Strongest Point Speed Connectivity Charges Entry Cost Customized Plan

% 32 8 11 26 17

Interpretation:- The above table reveals that the strong points of data card services of R-COM in comparision to competitior is its speed.

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11. Are you satisfied with the services of RCOM?

Interpretation :-The above table reveals that 60% of consumer are not Satisfied from the services of R-COM. Only 32% are Satisfied.

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12.

How do you rate RCOM services.

S.No. 1 2 3 4 5

Rating of Rcom Services Extremely Satisfying Satisfying Average Poor Extremely Dissatisfying

% 22 38 10 22 8

Interpretation:- The above

table reveals that the rate given by

respondent for the service of R-COM is satisfactory.

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FINDING & OBSERVATION

Observations and findings

Initially 10 years back, minor people were having mobile phones, approximately 20% of the population. In the recent survey 9 out 10 respondents are having mobile connections. It means that 90% of the population is having mobile connection. Which is more than 4 times of the population 10 years back. The survey shows that Airtel is the number 1 service provider. If CDMA is considered, RIM is the No.1 service provider in Lucknow.

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The survey done on respondents shows that 8 out of 10 respondents took prepaid connection in comparison of postpaid. i.e. 80% mobile users prefer pre-paid connection.

Prepaid connection are most preferred because of Promotional Activities from Prepaid connection in Lucknow are satisfactory. Respondents like to avoid monthly bills.

6 out of 10 respondents are unaware of High speed data card of Reliance communications.

Data card is most preferred because of its processing speed followed by entry cost and charges.

9 out of 10 respondents Communication.

are

satisfied

with

Reliances

The rating of Reliance Services shows that 6 out of 10 persons are satisfied

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LIMITATIONS

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LIMITATIONS
Time and Finance factor are the major constraints in research. It is impossible to contact each and every customer. The time duration of the project was limited and was not sufficient to Communication. Sample lot size does not reflect the actual response of every user. study all the service of Reliance

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RECOMMENDATION

Recommendation
1. Customers should not face problem in activation because customer are assets of the company and if activation will be fast then customer will be happy. Company should reduce the activation time period of SIM.

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2. E Recharge service should be improved. Recharge should be done within few minutes (fast) and instant balance should be shown to the customers.

3. There should be more visibility inside the retail outlet. Poster and pamphlets of new schemes should be available in every outlet.

4. Number of Customer care counter should be increased in each outlet. It should be always remembered that employees work for the company and company work for the customer

CONCLUSION
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CONCLUSION
In the present scenario where Communication mediums have brought a paradigm shift in the growth rate of all socio economic aspects, One can never leave MOBILE business contribution towards the same in presence of other mediums of

communication such as television. In the journey from its advent to the present it has seen miles to be recognized as MOBILITY Business now.

Reliance communication is the No. 1 Telecom Service Provider in Lucknow Circle as far as CDMA business is concerned. However, Airtel being No 1 service provider considering the GSM Market as a whole. People prefer prepaid connection over postpaid connection, almost in every segment / category class liking / takes for prepaid connection in comparison to postpaid connection. Despite the fact of comparatively lower tariff, less services related issue & no hassle of recharging in postpaid people prefer prepaid connection. People prefer prepaid over postpaid basically to administrator their expenses & to avoid monthly bill. As per subscriber / service user Network is the first & foremost criteria for the selection of particular operators service (Network consists of coverage plus connectivity.

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In this era of global competition & highest value for money proposition, call tariff comes just next to Network . Customer service is the other major area of concern for any service provider to accrue & retain customers. Reliance is the trend setter organization in terms of providing customer resolution or customer service. Reliance has started providing face to face customer resolution to its subscriber through in all most each & every city across India which competition does through call centers. Value added services are rapidly gaining importance & it is going to one of the key deciding factor in the time to come. Even lower handsets cost & lower entry cost plays a pivotal role in the decision for service provider.

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BIBLIOGRAPHY

BIBLIOGRAPHY
For the purpose of the preparation of the project and giving it the valuable paper form, with an intention that this information can be used by other also, a helping hand is taken from the most precious reserve of the knowledge i.e. the books 78

The books concerned for the accomplishment of the project are as below: The introduction manual provided by Reliance Communications MARKETING MANAGEMENT RESEARCH METHODOLOGFY Author: Philip Kotler Author: C R Kothari

Websites Visited:www.reliancemobile.com www.reliancecommunication.com www.indiainfo.com

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ANEXURE

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QUESTIONNAIRE Personal information:Name: ----------------------------------------------------------Occupation: ----------------------------------------------------Age group : 1. 18 to 25 yrs 31 to 40 yrs 4. 36 to 45 yrs Income group: (per month) 1. Below 5000 10k to 15k 4. 15k to 20k 5. 20k & above 2. 5k to 10 k 3. 5. 45 yrs &above 2. 26 to 30 yrs 3.

1) Do you have a mobile connection? 1. Yes 2. No

2) If yes, which companys service do you have? * If no which companies do you think the best service provider or if you decide, which companies connection would you like to have? 1. BSNL 5. Vodafone 2. RIM 6.Airtel specify... 3) Which of mobile service you use? 1. Prepaid 2. Postpaid 3. Tata Indicom 7. Any other pls

4) Why you use prepaid Services? 81

1. To administer the expenses monthly bill 3. To avail better promotional schemes

2. To avoid 4. Any other

5) Which feature is the most important for you? 1. Network service 3. Lower entry cost 6) Pls rank your priority from 1 to 81. Coverage services 4. Connectivity connectivity 7. Entry cost 8 .customer service requests 5.hand sets 6. Internet 2. Call rates 3.value added 4. Low call rates 2. Value added

7) What is the strong point of RCOM service in comparison to competitors? 1. Network 3. Handsets assortment 4. Voice clarity Better customer service 8) Do you have a fixed line service at home? 1. Yes 2. No 5. Low call rates 6. 2. Better data services

If, yes pls tick the service provider.

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1. BSNL Walky 4 Reliance FWP ..

2. Airtel

3. Tata

5. Any other pls specify

9) Are you aware of the high speed data card services of RCOM? 1. Yes 2. No 3. User

10) What are the strong points of data card services of RCOM in comparison to competitors? pls rank 1. Speed 3. Charges 4. Entry cost 5. Customized plan 2. Connectivity

11) Are you satisfied with the services of RCOM? 1. Yes 12) How do you rate RCOM services? 1. Extremely satisfying 3. Average 4. Poor 5. Extremely dissatisfying 2. Satisfying 2. No

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