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I am KULDEEP KUMAR student of B.B.A. VI semester at KALKA, Meerut, hereby declare that this summer project report title “COMPARATIVE STUDY OF CUSTOMER SATISFACTION BETWEEN AIRTEL & VODAFONE MOBILE USERS IN DELHI”, is result of original data collection and my own effort with Industrial staff co-operation.
KULDEEP KUMAR B.B.A VI Semester Roll No. - 8623522
I would like to express my sincere gratitude towards KALKA, Meerut for providing me the opportunity to work and learn through this end-term project. I am extremely grateful to my esteemed project guide, Dr. REKHA SHARMA (Head of Department, Management) for giving me an opportunity to work with him and his indispensable help and guidance throughout this project and for inspiring me to strive to achieve the best in difficult situations. While doing the project I visited many companies in Delhi region and met many senior personnel. I would like to extend my special thanks to all of them for sparing their time to patiently answer the questions and giving their views. KULDEEP KUMAR B.B.A VI SEMESTER ROLL NO. 8623522
This project had been undertaken for “Comparative Study Of
Customer Satisfaction Between Airtel & Vodafone Mobile Users In Delhi”. In order to gather the most
appropriate and accurate data survey was conducted in various location and markets in Delhi. The data was assimilated with the help of a questionnaire aimed and designed to extract the most correct and conclusive information. The consumers were requested to fill the questionnaire and were also asked various other relevant questions revealing detailed information apart from that in the questionnaire. The survey was conducted successfully and its findings have been studied, analyzed and have led to a conclusion, included in the report, which could prove to be fruitful for the project.
Marketing is innovative field. what are the expectations of customers from service provider. Table of Contents • Introduction about Telecom Industry 4 6 . For this. To facilitate our purpose. Whatever ideas we generate. To justify the customer satisfaction level by services from service providers I have undertaken small survey. Comparative study is one such aspect that is very difficult to measure by guesswork. marketing research is very important. Here nothing can be assumed. we have to test them and they must be supported by proved results. Anything you say about it. I have formed a questionnaire and asked 200 respondents (100 Airtel and 100 Vodafone users) to fill it. it must be based on reliable research. This survey throws light on many things like what are the various services with which they are satisfied and dissatisfied. I am going to do a COMPARATIVE STUDY OF CUSTOMER SATISFACTION BETWEEN AIRTEL & VODAFONE MOBILE USERS IN DELHI.
• • • • Company Profile Of AIRTEL Company Profile Of VODAFONE 16 57 74 76 Objective of the study Research Methodology • Scope • Sample size • Data Sources • Finding and Analysis • Conclusion • Recommendations Bibliography Questionnaire Customers Database 79 92 94 96 98 101 5 .
Introduction Introduction 6 .
The situation here is nothing but holding true of the “law of demand”. Given the emerging new technologies and the integrating economies there must be fairness among competitors. INTERNATIONAL COMPETITIVENESS INCREASINGLY DEPENDS ON THE DEVELOPMENT OF A TELECOMMUNICATIONS INFRASTRUCTURE THAT IS COMPATIBLE WITH INTERNATIONAL STANDARDS. This amount also does not go for the telecom development. If these external cost are removed there can be seen a spurt in demand of not less then 40% as expected. however. " The cellular industry all over the world has been witnessing very high growth rates in subscriber base in recent years. Today every telephone company is bound to pay a share out of its revenue to the exchequer. and these forces play an important role in governing the growth of this industry. continuous revision of the telecom policy is imperative. These costs are. The low densities are not because there is no need for a telephone but because of its high cost that many cannot afford that one. The cost of interconnection with the incumbent is proving to be contributory to the high cost of services provided by the competitors. 7 . The mechanics of competition within this market involve complex feedback effects between individual service providers and with their operating environment. The tele-density in India is about four per hundred people in respect of the fixed telephones and a little less than one in respect of the mobile telephony."TELECOMMUNICATIONS IS THE BACKBONE OF OUR FUTURE ECONOMY. In a country like India which is not yet telephone-saturated and the ongoing changes in related areas are resulting in a rapidly changing profile of users. While taking the side of suppliers a lot of new companies are coming into the battlefield resulting in reduction of prices and hence a little less burdensome on to the customer. In addition when we go through the telephone bill there is a 5 to 8% service charge. cellular services are becoming a very significant proportion of the overall telecom infrastructure. providers and their respective needs. For developing countries in particular. Isn’t it? The cost for the companies can come down if the revenue share imposed on them as a condition of license is abolished or drastically reduced. not to be scheduled to take a step further in the development of the telecom.
the rental for local services are being increased. Considering that about 90% of the long distance calls are made by less than 20% of customers. This is an area in which no consumer body can knowledgeably contribute unless it has the assistant of experts or economists who alone can discover all the relevant fact of all the contesting companies. the world's leading digital standard accounting for 68. Although cellular licenses were made technology neutral in September 1999. success and efficiency of any business / economy. The GSM Association was formed as a result of a European Community agreement on the need to adopt common standards suitable for cross border European mobile communications. The new licensees for the 4th cellular 8 . The Indian Government when considering the introduction of cellular services into the country. soon came to represent the Global System for Mobile Communications as it achieved the status of a world-wide standard. leapfrogging obsolescent technologies / standards. The urban business subscribers will be bearing the bond of the subsidies to be given to the rural private consumers.has spawned an entire industry in mobile telecommunication. Mobile telephones have become an integral part of the growth. anywhere . development and deployment and evolution of the GSM standard for digital wireless communications. all the private operators are presently offering only GSM based mobile services.5% of the global digital wireless market. 80% of customer are having to pay higher rental this depresses the demand for telephones and affordability. made a landmark decision to introduce the GSM standard.The delay in the interconnection disregards the quality of service and high cost will detract from affordability. It indicates the preeminent domain of TRAI (Telecom Regulatory Authority of India). The most prevalent wireless standard in the world today. the Groupe Speciale Mobile as it was then called. History of Cellular Telephony in India: The technology that gives a person the power to communicate anytime. GSM is today. As the driven down of the prices for long distance including international services reduces the amount available for subsidizing the local service. is GSM. The GSM Association (Global System for Mobile Communications) was instituted in 1987 to promote and expedite the adoption. Starting off primarily as a European standard.
such as in India.licenses that were awarded in July 2001 too. the competition is severe and the market is split between the two operators. each CMSP has to share the revenue with the long distance operators for carrying inter-service area calls. a major part of the GDP of the country would be contributed by this sector. The entry and license fees varied according to the service area. The service areas include four metro areas and 18 circles categorized as A. Apart from these charges. It is also anticipated that going forward. Cellular Market Structure in India As in other countries. in India. Accordingly. as the service provider reduces the price. The potential with category C circles in the lower end of the scale. have opted for GSM technology to offer their mobile services. the operators use appropriate pricing strategy to win customers and win market share. 23% and 4% respectively. it is of vital importance to the country that there be a comprehensive and forward looking telecommunications policy which creates an enabling framework for development of this industry. For example the metros account for 40% of the subscriber population. the subscriber base increases 9 . with Category-A. (The categorization is based on the revenue Proceedings of the 36th Hawaii International Conference on System Sciences). B and C accounting for 33%. The CMSPs had to pay an entry fee and subsequently annual license fee as a percentage of their revenue to the Department of Telecommunications. In highly price-elastic markets. the Cellular Mobile Service Providers (CMSPs) are licensed to operate in designated geographical operating areas. In profitable metros and circles. B and C. Cellular Industry in India The Government of India recognizes that the provision of a worldclass telecommunications infrastructure and information is the key to rapid economic and social development of the country. In a price-cap regulated market. highest for metros and lowest for Category-C circles. Some of the CMSPs could not fulfill their licensing obligations and their licenses were revoked leading to a monopoly situation in certain areas. but also has widespread ramifications on the entire economy of the country. It is critical not only for the development of the Information Technology industry.
discounted airtime rates for evening and night time calls. More importantly. For example. Mergers and acquisitions are commonplace as the operators are consolidating their revenues to survive in the market places.and post-paid schemes. For example. inviting customers to switch. Short Message Service (SMS) and Wireless Application Protocol (WAP) service are fast catching up. and reduced mobile to mobile long distance call rates. about 500. no or minimum activation fees. and so is the network traffic. CMSPs offer a variety of service plans as a means to attract new customers. The service providers incur additional advertising and infrastructure cost for implementing these plans. The increased network traffic decreases the performance and the quality of service. each offering an array of both pre. the government operator reduced the airtime charges to such an extent that the subscriber base increased suddenly leading to poor network performance. Cellular subscribers and those with a propensity to go mobile in Delhi have never had it so good. When the sector moves over to an oligopoly market. They also have access to larger project financing for enlarging their networks and services. average tariffs across plans have. The entry of Vodafone saw a further drop in tariffs and the operators have come out with new schemes to retain their subscribers and attract fresh ones. the operators have to provide improved quality of service and value added services in order to survive and gain market share. discounted roaming charges. a single large operator now has license to operate in 14 service areas in the country with the largest footprint to cover most of the areas of the country. Different service plans include: pre-paid calling card schemes. Being a new entrant in a metro area. In India. The operator did not have enough network capacity to handle calls leading to blocking of calls. with frustrated customers switching over immediately to competitors. Larger operators who have experience and infrastructure may be able to provide a higher quality of service and other value-added service at a lower price. 10 . in India. dropped by at least 50 per cent in the last six months.considerably. by some reckoning. They now have four service providers to choose from.000 SMS messages are being carried by a service provider in one metro area alone. The operators also have to resort to non-pricing competition strategies to win customers.
what has really happened with the entry of CDMA is a heightened awareness in the market. that. Their reasoning is that cellular penetration in Delhi. Mobile penetration in Delhi and its suburbs is estimated to be less than twenty-five percent of the population and the cellular operators believe that this number should definitely go up. MTNL and Idea Cellular services. whose loyalty to a particular brand is always in doubt. according to officials in four cellular companies now servicing Delhi. as per the reports from the marketing department and adds that the unified messaging system for the post-paid customers of Vodafone is one such unique product. Bharti Celluar Ltd. It is here that Vodafone decided to target the customers with what it believes are unique products and features.. probably result in further reduction of tariffs. Moreover. the companies also sound a note of caution — any further drop in tariffs will be harmful to the companies. the state-owned MTNL has also been playing with its cellular service for quite some time. However. which traditionally occupies the third position in other areas. pre-paid for the cellular is nothing but the engine for growth and there is always a possibility that most of them will shift to post-paid once they are convinced of the quality of service provided. is less than fifty per cent. Accordingly. average tariffs in Delhi across different plans have fallen by 30 per cent since December with launching of the CDMA services. Besides the fall in tariffs. entry of new players will only increase awareness about the facility. 11 . Vodafone Essar Mobile Services Ltd. However. Mobility is not only about carrying voice. Vodafone signed in its subscribers in lakhs from the year onwards it has been launched in Delhi. and an even greater widening of the cellular market. Its emphasis has been on value proposition and brand building. with the imminent launch of limited mobility using CDMA (code division multiple access) technology by companies like Tata Tele Services will only add to the subscriber base. points out one of the officials taking care of the — Sales & Marketing division of the. Therefore. Industry analysts say that a majority of them will be pre-paid customers.What does this mean for subscribers and for the cellular industry in Delhi? All the four operators — Vodafone Essar Mobile Services Ltd. — are convinced that the market will only expand and the subscribers will benefit even more. the companies say.
The industry figure for ARPU is believed to be about Rs. is that the bias in favour of incoming calls as far as call charges are concerned — incoming calls has been set free while they are charging reasonably only for the outgoing ones — has changed. 12 .100 while it may vary from operator to operator. Valueadded services have not really taken off. especially in the pre-paid category. There is also greater consumer awareness of what cellular service can deliver and expectations go up in terms of pricing or service standards or network availability. They say that one significant change that has happened in the last few months. The Churn in the Cellular Industry: As like the other products Cellular industry has not been left untouched from the Churn (switching over). but operators like Bharti are bringing in services like music messaging and concierge facility for its subscribers. but also make calls — increasing the usage of the service.On the other hand the entry of a new operator lends more visibility to the service and there is also increased trade activity — that is the number of dealers will increase and more people will be on the road trying to sell the service and product. With falling tariffs. This means that the cellular operators are encouraging their subscribers to not just receive calls.1. cellular operators are convinced that increasing usage is one way to ensure that average revenue per user (ARPU) does not fall very low. the Churn is much lower about two-three percent. Only the SMS (short messaging service) has really caught on. The operators are also concentrating on introducing more value added services to the customers. more so since lowering of the tariffs. According to the cellular operators. During the survey this fact comes to the fore. A tariff re-balancing has definitely taken place. there is a normal seven to eight percent churn in the customers. Among the post-paid customers.
Company Profile AirTel & Vodafone Company Profile Of Airtel Important discoveries 1842: Wireless by conduction 14 .
2126. Hughes and the first radio-telephone Reception 1880: The photophone and the first voice radio-telephone call 1880 .7 million 1999: 1999: 2000: Tariff rebalancing exercise gets initiated National Telecom Policy is announced.1843: Early electromagnetic research. wireless by induction 1865: Induction and Dr. 15 .1900: 1910: 1924: 1937: Radio development begins in earnest The first car-telephone The first car-mounted radio-telephone Early conventional radio-telephone development The modern era begins 1999: FDI inflow into telecom sector falls by almost 90% to Rs.E. Loomis Early radio discoveries 1879: D. FDI inflow drops further down to Rs 918 million coming 2000 : Amendment of TRAI Act.
which jointly owns and has developed the next generation undersea cable system SEA-ME-WE-4. Mavi and Siemens and with IBM for the consolidation. The company also has a submarine cable landing station at Chennai. which connects the submarine cable connecting Chennai and Singapore and is part of the consortium.About Bharti Bharti Tele-Ventures is a private sector telecommunications services provider with an aggregate of over 17. last mile connectivity in fixed-line and mobile circles. consisting of more than 16. VSATs. The company is the only operator to provide mobile services in all the 23 circles in India and also provides telephone services and Internet access over DSL in 15 circles.53 million customers as of December 2005. ISP and international bandwidth access through the gateways and landing station. Bharti has redefined paradigms in the telecom industry through its innovative managed services agreements in the area of mobile network maintenance. 16 . transformation and management of the comprehensive IT infrastructure and applications. management and deployment with Ericsson. Bharti has a market capitalization of over USD14 billion and has SingTel and Vodafone as international strategic partners. The company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone.33 million mobile customers.
last mile connectivity in fixed-line and mobile circles. The Company complements its mobile. ISP and international bandwidth access through the gateways and landing station. The Company also has a submarine cable landing station at Chennai.86 million mobile customers. one of India's finest brands. The Company is a part of the consortium. VSATs.Bharti Airtel Limited is one of India’s leading private sector providers of telecommunications services with an aggregate of over 23. which jointly owns and has developed the next generation undersea cable system SEA-ME-WE-4. to becoming the largest manufacturer and exporter of world class telecom terminals under its 'Beetel' brand. The Company was the first private operator to provide mobile services in all the 23 circles in India. Bharti has created a significant position for itself in the 17 . which connects the submarine cable connecting Chennai and Singapore. consisting of more than 21. Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. The Company also provides telephone services and Internet access over DSL in 15 circles. From the creation of 'Airtel'.29 million customers as of end of May ‘06. The Company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone. broadband & telephone services with national and international long distance services.
Orissa. Rajasthan. Bihar. and its flagship brand 'Airtel'.. While a joint venture with TeleTech Inc. USA marked Bharti’s successful foray into the Customer Management Services business. Recently. Kerala. Madhya Pradesh. Bharti Airtel Limited is today acknowledged as one of India's finest companies. Assam. Bharti has successfully launched an international venture with EL Rothschild Group owned ELRO Holdings India Ltd. Haryana. Chennai (Metro). Bharti Enterprises’ dynamic diversification has continued with the company venturing into telecom software development. Mumbai (Metro). Service Areas: Delhi (Metro). North East..global telecommunications sector. to export fresh Agri products exclusively to markets in Europe and USA. Business Description 18 . Maharashtra. Uttar Pradesh (E). Gujarat. Jammu & Kashmir. Himachal Pradesh. Andhra Pradesh. Karnataka. West Bengal. Punjab. Uttar Pradesh (W). Tamil Nadu. has over 23 million customers across the length and breadth of India. Kolkata (Metro).
2006 Un-audited) Rs. All these services are provided under the Airtel brand. broadband & telephone (fixed line) and enterprise services (carriers & services to corporates) Established july 07. 19 .255 million (year ended March 31. 81. Broadband & telephone services (B&T) & Enterprise services. while the B&T business group provides broadband & telephone services in 90 cities.558 million (year ended March 31. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s) • • • Mobile services. and is India's leading provider of telecommunications services.carriers (long distance services) and services to corporate. 117.Provides mobile. 2005-Audited) The company is a part of Bharti Enterprises. 1995 as a Public Limited Company Proportionate Revenue Rs. The Enterprise services group has two sub-units . The mobile services group provides GSM mobile services across India in 23 telecom circles.
Bharti Enterprises Bharti Teletech Bharti Televentures Bharti Global Bharti Healthcare Bharti Infotrac Bharti Foundation Mobilit y Infotel OPERATIONS Mobile Services 20 Broadband and Telephone Services Long Distance Services Enterprise Services .
Jammu Kashmir Orissa A. (East) M. W. Rajasthan Karnataka Haryana Delhi Himachal Pradesh Long Landing Station – Chennai 22 .P Karnataka Punjab Chennai Kolkata H.P. BHARTI TELEVENTURES LIMITED MOBILE SERVICES Delhi Mumbai BROADBAND AND TELEPHONE SERVICES Madhya Pradesh Tamil Nadu LONG DISTANCE SERVICES National Long Distance – All India International Distance Maharashtra Gujrat T.P. (West) U. & A&N Bihar Assam N..P.N. Kerala Haryana U.P.B.OPERATIONS Contd.E.
Bharti Group Overview “As we spread wings to expand our capabilities and explore new horizons. ranging from being the first mobile services in Delhi. Bharti has been a pioneering force in the telecom sector with many first and innovations to its credit. Karnataka Kerala. Chennai. Gujrat. 23 . As of 30-06-2004. first Indian company to provide comprehensive telecom service outside India in Seychelles and first private sector service provider to launch National Long Distance Services in India. Himachal Pradesh.000 fixed line customers. Maharashtra circle .67 million mobile and 704.37 million total customers – nearly 7. The fundamental focus remains unchanged : seek out the best technology in the world and put it at the service of our ultimate user : our customer” Sunil Bharti Mittal (Group Chairman and Managing Director) Bharti Enterprises has been at the forefront of technology and have revolutionized telecommunications with its world0class products and services. Its services sector businesses include mobile operations in Andhra Pradesh. Bharti had approximately 8. Haryana . Established in 1985. Delhi. Kolkata Madhya Pradesh circle. first private basic telephone service provider in the country.
24 . The company is also implementing a submarine cable project connecting Chennai-Singapore for providing International Bandwidth. Apart from being the largest manufacturer of telephone instruments. Haryana. Tamil Nadu and Uttar Pradesh (West) circle. Bharti has recently launched national long distance services by offering data transmission services and voice transmissions services for calls originating and terminating on most of India’s mobile networks. it is also the first telecom company to export its products to the USA.Mumbai. Bharti Enterprises has also manufactures and exports telephone terminals and cordless phones. Karnataka and Tamil Nadu and nationwide Broadband and long distance networks. Punjab. Delhi. In addition it also has a fixed line operations in states of Madhya Pradesh and Chattisgarh. Rajasthan.
Romania. with an installed capacity of 5 million telephone sets per annum. Sri Lanka. Today Bharti Teletech is major PTT supplier in South Asia. Yemen. Bharti Teletech has also found a growing market in Russia. is India’s leading manufacturer of high quality telephones. Nigeria. the manufacturing arm of Bharti Enterprises.Bharti Teletech Introduction Bharti Teletech. Qatar. South Africa and USA. Tanzania. 25 . Zimbabwe. Seychelles. Dubai. Oman. Jordan. Singapore. Bahrain. Uganda. It has also ISO 9002 accreditation and also an OEM for Sprint Corporation and Siemens. It’s range of products marketed under the Brand name Beetel constitute a 30% market share in India thereby making it the market leader in the domestic market.
Bharti Global would explore opportunities in other countries around the world. Parke Davis. Ranbaxy and Glaxo amongst others. Bharti healthcare has been engaged in the manufacture of empty hard Gelatine capsules since 1982. Bharti is the first Indian company to get a license to provide comprehensive telecom services outside India. in the island country of Seychelles and hence develop the expertise to provide Telecom services overseas.Global Services Making an entry into the International market. Wockhardt. One sector where quality implies the saving of lives and the promotion of healthy living. Bharti also 26 . As we spread our wings further. Bharti Healthcare Healthy alliances to provide healthy solutions The corporate ethos of providing the best to our customers carries extra relevance when it comes to healthcare products. Bharti’s form commitment to quality and customer satisfaction is duly acknowledged by the list of prestigious clients including Pfizer. Offering quality support to the pharmaceutical industry.
Iran. Hing Kong. Bangladesh. BHCL is also an ISO 9002 certified company 27 . Indonesia. Thailand. Syria and Cyprus. Malaysia. Sri Lanka. The US FDA has recently assigned Drug Master file (DMF) number to BHCL as an acknowledgement of it’s firm commitment to adhere to globally recognized quality standards in the Pharmaceutical industry.exports its capsules to overseas markets like USA.
Internet and recently introduced National Long Distance. The most important of these are: The Airtel Logo The Airtel logo is a strong. which include Cellular.a part of the biggest private integrated telecom conglomerate. Airtel's visual identity helps create instant brand recall and strengthens the relationships that its audiences have with it. Apart from being the largest manufacturer of telephone instruments in India. The Airtel brand image is created through the consistent application of a carefully developed visual identity. The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. it must build enduring relationships with its different audiences. Airtel & Visual Identity For a brand to be successful. Basic. contemporary and confident symbol for a brand that is always ahead of the rest.AIRTEL Airtel comes to you from Bharti Cellular Limited . Integral to this relationship is the visual image of the brand the consumer carries in his/her mind. Bharti Enterprises. Bharti is the leading cellular service provider. with a footprint in 23 states covering all four metros and more than 8 million satisfied customers. It is a specially drawn world mark. it is also the first company to export its products to the USA. Bharti provides a range of telecom services. Bharti also manufactures and exports telephone terminals and cordless phones. which helps Airtel distinguish itself in a cluttered market. 28 .
84 million total customers which constitute. 2005 Corporate Structure 29 ..000 fixed line customers. The red dot on the letterform 'I' cues Airtel's focus on innovation. The words 'Express Yourself' are very much part of the brand identity. as of March 31 . red rectangular forms whose counter form creates an open doorway.The Airtel Image style It incorporates two solid. The Airtel Typographical style The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. 1995 for promoting investments in telecommunications services. Bharti TeleVentures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of approximately 11.98 million mobile and approximately 857. Its subsidiaries operate telecom services across India. The Airtel Colour Palette The lettering is grey so that the pure black of Airtel is visually unharmed. BHARTI TELE-VENTURES Bharti Tele-Ventures Limited was incorporated on July 7. approximately 10.
The mission is to meet the mobile communication needs of the customer through 1) error free service 2) Innovative products and services and 3) cost efficiency. The Company’s strategic objective is to consolidate its leadership position amongst the mobile service providers in India. has increased from approximately 1. By 2006 it is projected at 50 million by COAI and 44 million by Gartner. at approximately 3.9% as of March 31.03 million subscribers as of March 31. Despite this rapid growth.Mobile Division Overview Bharti Tele-Ventures vision for its mobile business is “To make mobile communications a way of life and be the customers first choice”.2 million subscribers as of March 31. 30 . 2005. 2005. 1999 to approximately 41. The Indian mobile market. according to the COAI. The number of mobile subscribers in India is expected to show rapid growth over the next four years. the mobile penetration rate in India. is significantly lower than the average mobile penetration rate in other Asian and international markets.
• • • • • First off the block to launch fixed-line services in all the four circles of Delhi. Haryana. As of March 31. Bharti Tele-Ventures. Largest Mobile footprint in India. • First private telecommunications company to launch long distance services. Higher quality mobile networks and services. Karnataka and Tamil Nadu. which collectively 100% of India's land mass. First and largest private telecommunications services company offering fixed-line services in India. Accomplishments • The largest private sector integrated telecommunications services group in India in terms of the number of customers. Greater economic growth & continued development of India's economy. through its subsidiary has the licenses to provide GSM services in all the twenty-three telecom circles in India.Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: Lower tariffs and handset prices over time. Proven track record of managing growth . covering 23 circles of INDIA. Growth in pre-paid customer category. and Greater variety and usage of value added services. 100% of India's total mobile subscriber market resided in the Company's twenty three mobile circles. 2005. Existing foreign shareholders have acquired direct and indirect equity interests in the Company for a total consideration exceeding US$1 billion. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited. 31 .both organic as well as by way of acquisitions.
Build high quality mobile networks by deploying state-of-the-art technology to offer superior services.Airtel Mobile Strategy • Capture maximum telecommunications revenue potential with minimum geographical coverage to maximise its revenues and margins. Attract and retain high revenue generating customers by providing competitive tariffs. Mission 32 . thereby increasing the mobile customer base rapidly. proactive retention programs and roaming packages across all of its mobile circles. • • • • Vision To be globally admired for telecom services that delight customers. Use the experience it has gained from operating its existing mobile networks to develop and operate other mobile networks in India and to share the expertise across all of its existing and new circles. offering high quality customer support. Provide affordable tariff plans to suit each segment of the market with a view to expand the reach.
• Airtel International . with 284 partner networks. India's leading integrated telecom service provider. innovative yet simple new ways to communicate.We will meet global standards for telecom services that delight customers through: • • • • Customer Service Focus Empowered Employees Innovative Services Cost Efficiency Services Airtel Prepaid Airtel Prepaid. To give you the unlimited freedom to reach out to your special people in your special way. Airtel Roaming gives you two great options: • Airtel National . Airtel Roaming Airtel's Roaming service allows you to use your mobile phone to make or receive calls from almost anywhere in India and abroad.Roam across international destinations. possible. More exciting. the Ready Cellular Card from Airtel comes to you from Bharti Enterprises. UK etc. just when you want to. With a host of great features.Enjoy roaming in India across 42 partners networks and over 750 cities. Going mobile with Airtel Prepaid is a new way of life. Airtel Postpaid Airtel welcomes you to a vibrant world of unlimited opportunities. Airtel Prepaid makes everything that you dreamt and believed. also simple to use. Canada. emotions and feelings. in nearly 119 countries including USA. not just through words but ideas. Long Distance Now experience complete freedom like never before with Airtel! Our National Long-Distance facility allows you to make long distance calls 33 .
This service is applicable to both Postpaid and Prepaid customers.in India and Overseas from your cellular phone. 34 .
So whether you're in Mumbai or not. You can send and receive data/fax documents. simply use your phone book. on the Internet. It is an indispensable asset for traveling executives. access the Internet. even while on the move. Now you can access official mail. thus giving you the choice to either reject or take the call. you'll be never be short of Internet access. GPRS Mobile Office service has the following features: a) Access the Internet anytime. hotels etc. This new-age product is made possible through Airtel's GPRS (General Packet Radio Services) technology. as it enables you to be in touch when at airports. Dial-a-service With Airtel's information services you can get upto-the-minute cricket scores. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. email accounts as well as corporate databases whenever you are on the move. refer to sites for information and do everything that you would. order flowers as well as send couriers or check your daily horoscope. you don't need to retype his number.VALUE ADDED SERVICES Caller Identification (CLIP) Call Identification gives you the power to know the phone number of the calling party even before you answer the call. So that the next time you want to call the same person. GPRS / MOBILE OFFICE Mobile Office provides you with access to e-mail and Internet any time and anywhere. anywhere (across all Airtel circles in India) b) No airtime charges c) Cheaper than connecting through land line e) A minimal monthly subscription fee 35 . FAX & DATA Airtel brings you Fax and Data Service where you can take your office wherever you go.
You can also have the liberty of setting up a conference even when the other five individuals are using a landline. You can then retrieve these messages at your own convenience.. CALL CONFERENCING With Airtel call conferencing. you will hear the song that he/she has selected for you!! FEATURES ‘Song of the Day' at the top of the menu to make first time selection easy Various language options : Select from English to Kannada (over 5 different languages) Content represents all major languages Everyone-tune: one song for all callers Special tune: personalized song for specified caller 36 . teleconference with 6 people simultaneously. Airtel Presents.VOICE MAIL SERVICES Voice Mail allows you to receive messages even when your handset is switched off or when you are outside coverage area.. HELLO TUNES With Hello Tunes when you dial an Airtel Subscriber’s mobile.
Literally! Get daily forecasts of each sun sign from renowned astrologer Ma Prem Usha. the leading publication on business news & stories.Easy Billing Now enjoy the luxury of viewing details of your last 3 billing cycles and the convenience of paying your Airtel bill online! Experience complete freedom with Airtel! Subscription Services With Airtel's Subscription Services. the 24-hour news channel from India Today Group. all the time. Daily Joke Alerts Crack up with laughter with Airtel's daily joke alert. be in touch with the latest happenings around the world. Airtel brings you the daily business news and stock alerts. Daily News Alerts With Airtel News Alerts. you can subscribe for cool alerts at the click of a button! What's better is that you can receive updates automatically on your Airtel phone without requesting everyday. Daily Filmi Gossip 37 . Daily Business Alerts For the latest buzz on the business scenario. now you never have to look very much further than the palm of your hand. courtesy Business Today. Get the funniest jokes that you can forward to your friends to brighten up their day too. Daily Astrology Alerts Your future lies in your Airtel phone. courtesy AajTak. Get 2 news bulletins sent to your Airtel phone.
Cameron and Toby? Tune into Airtel's Filmi Gossip. with the latest buzz about your favourite Hollywood and Bollywood stars.Want the latest khabar on Lara. Salman. 38 .
red rectangular forms whose counterform creates an open doorway. The most important of these are: THE AIRTEL LOGO The Airtel logo is a strong. THE AIRTEL IMAGE STYLE It incorporates two solid. It is a specially drawn wordmark.THE BRAND The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. contemporary and confident symbol for a brand that is always ahead of the rest. 39 .
The red dot on the letterform 'I' cues Airtel's focus on innovation. The words 'Express Yourself' are very much part of the brand identity. • Secure connectivity to e-mail accounts without backend configurations • Available across all Airtel circles and important countries. 40 .THE AIRTEL TYPOGRAPHICAL STYLE The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. THE AIRTEL COLOUR PALETTE The lettering is grey so that the pure black of Airtel is visually unharmed. BUSINESS TOOLS Mobile Office Stay in touch when on the move with Mobile Office • Access official as well as personal e-mail on handsets or on laptop/ PDA while on the move.
UK AT&T . HongKong O2. Phillipines AIS.• Indispensible asset for traveling executives as it enables user to be in touch anytime and anywhere while roaming. Italy Era. Canada Vodafone. • All that a user needs is his/her GPRS Mobile / Laptop and an Airtel connection. USA CSL. Singapore Smartone. UK Microcell . National Coverage in all 23 Airtel circles It also works in 15 networks internationally across 10 countries • • • • • • • • • • • • • • Singtel. Hongkong Smart Phillipines T-mobile . Poland 41 . Singapore Globe Telecom . USA T-Mobile . Thailand Star Hub.
In the LAPU. the amount to transfer and also the MPIN (Mobile PIN).com and check the mms. Subscriber can simply log on to airtelworld. Airtel Live Customer can dial Fun Portal 646 and download ring- tones/logos/games/wallpapers and much more just through a click of a button charged only for the downloaded content. the Airtel Services contain all the information the retailer has to just put the customer number. Bharti Airtel Ltd has launched its 1lakh Music Shops.Multi Media Messaging Now send & receive multi media messaging on Airtel. The retailers are the companies Music Shops. Customer can also receive Multi Media Messages even if Customer do not have a GPRS/MMS enabled phone. They were provided with a special sim called LAPU. Earlier the retailer can give the recharge to the customer by the use of coupon but now it can be given just by pressing some keys on the mobile. By the use of the sim the retailer can give the recharge to the customer by transferring the amount of recharge on the customer number. 42 . Just like SMS Service send and receive MMS on GPRS enabled phone from anyone anywhere in the world. AIRTEL MUSIC SHOP In September 2005.
As the company was the first one to step into the world of Music. It is used for the security purpose that nobody other then the retailer can be able to transfer the recharge. Earlier the Prepaid customer who was in roaming was not able to take recharge so easily . All the LAPU 1 sim has been replaced by LAPU 2 sim with a Special feature of Easy VAS (Value Added Services) added to it.But as the music shops were launched. Now the customer has to just rush to the near by retailer where ever in India he/ she is and according the plan which is prevailing in his/her zone can get the recharge. They can change their MPIN as per there convenience. Just like a gift given on any occasion to anyone a slip containing the details about the person by whom the gift has been given is there. It has provided the full opportunity to its retailers “To Serve More and To Earn More”. Before the launch of Airtel Music shops the retailers were using the ERC-1 Sim or LAPU 1.He has to take special recharges which are not so easily available. In LAPU there is a special feature of gifting the Recharge. 43 .MPIN-It is kind of password which every retailer gets when he/she gets the LAPU. Just like that the Recharge can be gifted and the Recipient will get a slip detail of the person who has sent him the gift.
The company projected all its retailer outlets as the music shops that interact with the customers directly at grass root level. 2. Their aim is to “Convert expression to reality. 3. Why is Airtel Introducing this Product? 1.” 44 . Competition eager to provide every possible service to Customers. Customers demanding more and more new services. Now the retailer sells the music to customer as the hello tune and the ring tone. AIRTEL always ready to give customers what they Want.
The most important of these are: 45 . which helps Airtel distinguish itself in a cluttered market. The Airtel brand image is created through the consistent application of a carefully developed visual identity. Integral to this relationship is the visual image of the brand the consumer carries in his/her mind.Airtel world / Brand & Advertising Airtel & Visual Identity For a brand to be successful. it must build enduring relationships with its different audiences. The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. Airtel’s visual identity helps create instant brand recall and strengthens the relationships that its audiences have with it.
PROCESSES INVOLVED IN MOBILE CONVERSATION
RECIVER BTS - Base transceiver station
BSC – Base station controller
MSC- Master station controller
HLR- Home location register
VLR- Visitor location register
AVC- Authentication code
CDR- Call Data Analysis
AIRTEL 2 AIRTEL LOCAL
BTS RECIVER (AIRTEL) 49 .
AIRTEL 2 OTHERS CALLER (AIRTEL) BTS BSC (AIRTEL) MSC(AIRTEL) HLR 50 .
MSC (Others) BTS RECIVER (Others) 51 .
ROAMING CALLER (AIRTEL) BTS BSC (AIRTEL) MSC (AIRTEL) HLR VLR 52 .
MSC (AIRTEL DELHI) MSC (REGIONAL) BSC BTS RECIVER (Others) 53 .
Under his inspiring leadership the company grew organically and inorganically. Institutional Investor. India’s largest private integrated telecom player. Economic Times.Sunil Bharti Mittal Chairman & Managing Director since October 2001 Board director since: July 1995 Age: 49 years Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited (“Bharti”). covering the entire country by providing integrated telecom services. 2005 “Business Leader Of The Year”. The company has nearly 21 million customers on its wellrespected brand “AIRTEL”. 2005 54 . Sunil has received several awards such as: • • • “Best Asian Telecom CEO”. In his personal capacity. Sunil was one of the first entrepreneurs to identify the mobile telecom business as a major growth area and launched services in the city of Delhi and the National Capital Region in the year 1995. India”. Telecom Asia Awards 2005 “Best CEO.
55 . Sunil is an alumnus of Punjab University and has completed the “Owner/President Management Program” from Harvard Business School. Ernst & Young Sunil has always been a pioneer. He initially founded a number of trading concerns. and established the first company to manufacture push button telephones in India.000. Sunil holds the position of the Honorary Consul General of the Republic of Seychelles in New Delhi. This company is now one of the largest manufacturers of telephones in the world. Some of his other roles include being a member of the Prime Minister’s Council on Trade and Industry.• “Ernst & Young Entrepreneur Of The Year 2004”. Co-Chairman of the IndoBritish Partnership and a Board Member of the Global GSM Association. India. Apart from his role at Bharti. A first generation entrepreneur. he started his first business in 1976 with a capital investment of Rs 20.
56 . anytime and anywhere. Karnataka. Hutchison Max Telecom became the first operator in India to launch its cellular service. Andhra Pradesh. Today. Its operations span 36 countries across the Asia Pacific region. They are known for their innovative approach and world class technology.Company Profile Of Vodafone Hutchison established its presence in India in 1994.Hutchison affiliates jointly account for the largest number of cellular subscribers in India numbering over 2 million. It is also the country's largest roaming operator. a Fortune 500 company. through a joint venture with Max India Limited.Orange in Mumbai and Hutch in Gujarat. Europe and the Americas. In 1995. Delhi and Chennai. Hutchison is one of the largest providers of cellular services in India with presence in all the major regions . with a more extensive network in India and around the world than any other operator. Kolkata. It is part of the Hong Kong based multinational conglomerate Hutchison Whampoa Limited. and one of the largest companies listed on the Hong Kong Stock Exchange. Hutchinson Telecom is accredited for being among the first cellular operators in the world. Their goal is to provide the subscriber the superior products and services. having started its services way back in 1985.
Asim Ghosh. MD.Today the total number of mobile subscribers to Hutch are 1. 5th Jan 2003) Today. 250 crores) in Hutchison Essar from Hong Kong-based Hutchison Whampoa. the pink color logo of Hutch will be replaced by Vodafone Essar’s corporate red colored one.Hutch is brought to us by Hutchison Telecom. (Business Today. Vodafone Essar. Now.” Vodafone CEO and Vice-Chairman Arun Sarin of the joint venture Vodafone Essar will be landing in India for the meeting 57 . but an acceleration into the future with Vodafone’s global expertise.000 shops and thousands of Hutch’s own employees along with employees of its business associates. May 7. After acquiring 67 per cent of stake (around Rs. Hutch becomes Vodafone. the Orange brand in Mumbai was phased out to introduce Hutch. in India. In 2005-06.96 million. one of the world’s leading cellular service providers. The company also changed the colors of its logo from orange to pink last year. it is the follower with 2. 2001) . Vodafone Essar is expecting to touch over 35 million customers across 400. not as a departure from the fundamentals that created Hutch. said “We’ve had a good innings as Hutch in India and today marks a new beginning for us.28 lakh subscribers (Businessworld. But in Delhi.18 lakh subscribers to Air Tel’s 3.
general information. To be fair and transparent in what they do and how they do it. The company launched WAP in Delhi in October 2000. Where he doesn't simply get technology . It has 5000 WAP customers. spectrum requirements for its expanding subscriber base and future plans. voice mail service. Vodafone offers a host of premier value added services (VAS) including national and international roaming in over 70 countries in over 160 networks.but delivered in the present. Wireless Application Protocol (WAP). tarot line. fax and data. cricket updates. pleasurable and fun. M-banking.that would discuss branding exercise. Where solutions are not just promised in the future . auto roam. To make one’s communications experience simple. To provide the quality services with more customer friendly practices.but technology that is relevant. The values are stated simply. Vodafone Logo 58 . The company has been a prime mover in introducing these value-added services in the Delhi circle. much before its rival Bharti. as in December 2000. expansion plans. short message service. etc.
instantly. From cell banking to flight updates to call management services. 59 . SMS Message your family and friends through Vodafone SMS Services.50 per message for sending SMS anywhere across the country. We have a wide range of services you can access right from your Vodafone phone. simply dial 600 and access our Interactive Voice Response system. 1. Pay just Rs. Dial 600 to activate To activate these value added services on your Vodafone phone. get all that you want.SERVICES Staying connected becomes a lot easier with Vodafone. It's convenient and affordable.by sending and receiving text messages. Communicate with cell phone users in over 100 countries and anywhere in India .
Its fun and as simple as sending an SMS. Delhi. you can chat on your Vodafone phone with as many people as you want. finance. entertainment. Vodafone Online Get all the useful information you need directly on your Vodafone phone with Vodafone Online. Incoming messages are free. Your identity will remain anonymous as your phone number is never displayed during the chat. All you have to do is type in your messages and send them to 2428. 30s. If you do not see the Vodafone Online menu on your phone. 2 per outgoing message. astrology and more. Simply go to the Vodafone Online menu on your Vodafone phone. You will be charged Rs. Bollywood. You can also create your own chat rooms or chat in the different rooms that already exist including: Teens. send HELP 60 . 20s. You can have your own profile and chat name. Office. Including cricket.SMS Chat Now. weather.
2 per outgoing message.2 per outgoing message. MTNL Directoy With this facility you can get to know the address and telephone no. Scroll to the topic on which you need information.to 123. Ringtones & Logos Now you can change the ringtone on your Vodafone phone according to your moods. You will be charged Rs. You can download logos as well. We will send you the list of keywords. You can find it directly through your Vodafone phone. STD / ISD Codes You don't need to look up your diary or a phone directory to find out STD and ISD codes. of MTNL users. Incoming messages are free. Select the information and key input as requested on the screen.you will be charged Rs. With the Vodafone 61 .
00 (including the cost of SMS sent). horoscope. you will charged Rs. you will charged Rs.and Yahoo! tieup you have hundreds of tunes and logos to choose from. You will be charged Rs. You can make your message flash directly on your recipient’s screen instead of the inbox. So your text messages become not only more visible.00 (including the cost of SMS sent). For every ringtone downloaded. Incoming messages are free. Use our Dial-in-Services to check cricket scores. 2 per outgoing message. Flash & Blink Vodafone now offers you two exciting ways to send messages. For every logo/picture message downloaded. 3. 7. but more effective too. Dial-in Services Vodafone brings you more conveniences at your fingertips. up-to-the minute 62 . You can also highlight the important parts of your message through blinks.
news and other relevant information on services that touch your everyday life. By paying a nominal monthly access fee. anywhere on earth. Even if you are roaming. you can retrieve your messages from your voice mailbox through a fixed line. 63 . All Dial-in-Services carry a flat charge of Rs 6 per minute (1 min pulse). Your Vodafone voicemail can Hold up over 17 messages at a time. you can now retrieve your messages at your convenience. or your Vodafone phone maybe busy or simply unreachable. Here's a shortlist of services you can access – Numbe Service NDTV Online Info Line Dial-n-Deliver Cricket Online Tarot Line Cell Rashi Dial-a-Pizza Dial-a-Cab Voice Response Service r 123 301 306 123 314 315 303 335 123 There are occasions when you may not want to take a call.
Store a message for as long as you want. You can also record your voice signature and welcome message. if you are a postpaid customer. Calling Line Identification You can check your caller's telephone name and number on your phone screen whenever you receive a call. This service is absolutely free if you are a Vodafone Prepaid customer. Your itemized bill includes: Origin of the call Destination of the call Duration of the call Toll charges 64 . This gives you the flexibility to either accept or reject an incoming call. you can choose to receive an itemized bill at the end of each month. Receive a message that lasts up to 90 seconds. This service is also helpful in identifying your missed calls. Itemized Billing As a Vodafone Postpaid customer. This is a detailed billing statement which helps you keep track of all your calls. 49 per month. You can access this service by just paying Rs.
Whether you are operating from home. You can even access the Internet. At speeds of up to 9600 bps within the network or while roaming. 19 per itemized bill. and a data chord cable with a PC to set up a mobile office. hotels or airport lobbies. You can also opt for either Vodafone Fax or Vodafone Data services independently. Your Vodafone fax number can help you differentiate between incoming voice calls and fax transmissions. Via post: Pay a monthly rental of 49 only. All you need is a handset compatible data card (PC Card) or a GSM Software. Airtime and total charge Get your itemized bill. anywhere. You can also send and 65 . Via e-mail: Pay just Rs. Fax & Data Services This service enables you to constantly keep in touch with your office. colleagues and information sources. You can send or receive faxes and transmit data using your Vodafone phone anytime.
Vodafone helps you manage your calls effortlessly so that you stay in control of your conversations. Charges to activate the Vodafone Fax and Data service. always. By opting for the Vodafone Data Services you can access e-mail. you can do this and more. You can get the 66 . Call Management Services There may be occasions when you need to conference with up to six people at a time or talk to just two. you just need to pay a one-time activation fee of Rs.receive faxes anywhere on earth with your Vodafone phone. the Voice Response service makes your life more convenient. To access the Fax service. databases and the Internet. With your Vodafone phone. All on your single incoming data number. Custom designed to recognize Indian voices and accents. 500. Voice Response Get your Vodafone phone to respond directly to your commands. Or you are speaking to someone and want to forward an incoming call to another phone. 250. the fee is Rs. The usage charges are nominal at Re 1 per minute.
cricket and your horoscope. you can easily get connected through your Vodafone phone.This unique messenger comes with a lot of exciting features. With the exclusive Vodafone-Yahoo! tie-up.3. Also. Airtime charges will be Rs. You can now send voice messages to cellular phones as well as fixed telephone lines in USA or Canada for just Rs.6 per minute (1 minute pulse). facilitating two-way (though not simultaneous) voice communication. stocks. recipients of the cellular Voice Messaging service have the option of replying back to the messages. view and manage your friend list and also manage 67 . which get returned back as return Voice Mail messages. receive and reply to instant messages.95 per min earlier). Yahoo! Messenger For SMS You do not have to wait to get a PC to use the Yahoo! Messenger.latest updates on news.95 per min only.4. Voice messages within India across select networks will cost you Rs. Voice Messaging Voice Messaging has become even more affordable. . You can connect with all Yahoo! Messenger users. send.95 per min* (as against Rs.
authorization requests. Incoming messages are free. Access your bank account and transact directly on your Vodafone phone by sending text messages. Incoming messages are free. Roaming Now you can always stay connected. The first of its kind in India. 68 . You will be charged Rs. With the Vodafone Roaming facility. You will be charged Rs. 2 per outgoing message. Vodafone Roaming makes life easy and convenient for you. you can use your Vodafone phone in over 100 countries worldwide and over 1000 cities. no matter where you are. You can do Cell Banking from over 90 countries worldwide. All this and more just by using SMS. Cell Banking Vodafone now puts the bank in your pocket with Cell Banking. towns and highways across India. 2 per outgoing message. this service enables you to conduct your banking without having to visit the bank or making a call.
Yahoo! Mail For SMS You can now directly access your email account on Yahoo! Mail on your Vodafone phone. 69 . Enjoy Roaming on your Vodafone Prepaid card and stay in touch wherever you go. What’s more. You will be charged Rs. So gain freedom from your PC and access your Yahoo! mails anytime. 2 per outgoing message. Paris or anywhere else in the world. Chandigarh. towns and highways across India.One number across the globe Your Vodafone phone number and PIN number remains the same whether you are in Delhi. and in over 100 countries around the world. National and International Roaming on Vodafone Prepaid Roaming on Vodafone Prepaid gives you the most extensive coverage in over 1000 cities. London. you do not need a WAP enabled handset for this service as it is based on SMS. Incoming messages are free. anywhere on your Vodafone phone.
. movie outings. you can have the Internet directly in your pocket. 1 per minute (1 min pulse). shopping. finance. festive greetings. entertainment. Use it to check out news. Group Messaging Party invitations. So if you are looking for quick and easy delivery of information and services. This service comes to you at a nominal charge of Re. To access this service all you need is a WAP enabled handset and WAP services activated on your Vodafone phone.WAP With WAP. 70 .. your Vodafone phone can show it all. entertainment and city service information etc. whatever be the occasion. you can send your message to all your friends at one go! With Group Messaging from Vodafone. travel. you can thus save yourself the bother of painstakingly sending your message to one person at a time whether you are on Vodafone Prepaid or Postpaid.
All the help services are charged@Rs. 71 . while for police and fire help only local airtime charge is applicable.6/min. If you are stranded in the middle of the road. anywhere in Delhi or the NCR. You can connect to the nearest fire brigade or mechanic or florist or even order a pizza. or if you you need immediate medical attention or if you are looking for a police station close by. Vodafone4help gives you instant access to your nearest source of help.Vodafone4help Vodafone4help now lets you take advantage of a lot more services than before.
Objective Of The Study 72 .
2) What are the expectations of the consumers from the service providers.OBJECTIVE OF THE STUDY The research is a cross sectional analysis between two cellular service providers of delhi namely AIRTEL and VODAFONE. This research is done to find the following objectives: 1) What is the consumer satisfaction level by the services offered from the service provider. 73 .
Research Methodology Research Methodology 74 .
books and of course the Internet. because consumer’s feedback was necessary for obtaining the data. Research Instrument For doing the survey research. The survey research was used in this project. The area or say the premises of the researcher was Delhi region. The scope for the research is not very big. Secondary data was obtained from journals. Sample Size A sample size of 200 respondents is used for the study. magazines. Sample Unit This study was basically an opinion survey of the residents of Delhi – who are cell-phone users – regarding their views on the cellular service providers.100 AIRTEL and 100 VODAFONE customers were contacted and interviewed. 75 . Mode of Survey The mode of survey was personal interview with the respondents during the filling up of the questionnaires. In this survey 100 AIRTEL and 100 VODAFONE mobile users were surveyed. Research Design A research design is purely and simply the framework or plan for a study that guides the collection and analysis of data.Scope The given project is to analyze the overall satisfaction of subscribers with their mobile service provider. structured questionnaire with both open-ended and closed-ended questions was used. newspapers. Data Sources Primary data was collected by the questionnaire based market survey. Place of Study Delhi region.
Findings & Analysis Findings & Analysis 77 .
2001-3000 8% 2% 1% 2% 1% Vodafone 58% 31% 8% 2% 1% Rs3000 and above 23% 31% 68% 58% This shows that majority of subscribers of Airtel and Vodafone subscribers spends between Rs.2001-3000 Rs3000 and above Upto Rs.1001-2000 Rs.500 Rs.501-1000 Rs.500 Rs.501-1000 6% Airtel 68% 23% 6% 2% 1% Rs.Spending Per Month By Subscribers Spending per Month 70% 60% 50% 40% 30% 20% 10% 0% Upto Rs.1001-2000 Rs.500-1000 every month. Time taken for activating sim 78 .
Satisfaction from Current Tariff 79 .90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Airtel Vodafone 83% 76% 20% 11% 6% 3% 0% 1% Same Day 83% 76% Next Day 11% 20% Airtel 2-3 Days 6% 3% Vodafone More than 3 days 0% 1% This shows that 83% of Airtel and 76% of Vodafone subscribers got their sim activated the same day of purchase while others had to wait for next day and some for 3 days also. This is really a trouble for subscribers waiting for activation.
Satisfaction from current Tarrif 70% 61% 60% 50% 40% 30% 20% 10% 0% Airtel Vodafone 15% 11% 14% 15% 18% 53% 13% Very Satisfied 61% 53% Satisfied 13% 15% Satisfied to an Extent 11% 14% Dissatisfied 15% 18% This show that only 61% of Airtel users and 53% of Vodafone users are very satisfied with tariff charges. Satisfaction from network quality 80 .15% of Airtel and 18% of Vodafone users are dissatisfied with tariff which could lead them to shift to other cell operator providing lower tariff.
7% of Vodafone users reported dissatisfaction because of poor signals or no signals in basement. Satisfaction from SMS Service 81 .Satisfaction from Network Quality 80% 70% 60% 50% 40% 30% 20% 10% 0% Airtel Vodafone Very Satisfied 73% 67% Satisfied 15% 18% 15% 18% 10% 8% 2% Satisfied to an Extent 10% 8% Dissatisfied 2% 7% 7% 73% 67% 73% of Air Tel and 67% of Vodafone users are very satisfied with network. Only 2% of Airtel users are dissatisfied which show that their network is best.
89% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Airtel Vodafone Very Satisfied 89% 81% 8% 10% 3% Satisfied 8% 10% 81% 6% 0% 3% Satisfied to an Extent Dissatisfied 3% 6% 0% 3% 89% of Airtel and 81% of Vodafone users shown great satisfaction from SMS service.3% of Vodafone users shown dissatisfaction because of late delivery of messages and high charge. Satisfaction from Roaming facility 82 .
70% 60% 50% 40% 30% 20% 10% 0% Airtel Vodafone 62% 58% 18% 20% 10% 9% 10% 13% Very Satisfied 62% 58% Satisfied Satisfied to an Extent 18% 20% 10% 9% Dissatisfied 10% 13% 62% of Airtel and 58% of Vodafone users are very satisfied with roaming facility. Satisfaction from Value added Services(VAS) 83 . 10% of Airtel and 13% Vodafone users are dissatisfied with roaming because of high charges and poor signal strength while on roaming.
Satisfaction from Voice mail service 84 . 15% of Air Tel and 14% Vodafone users are dissatisfied from VAS because they are not using these due to high charges for these facilities.60% 50% 40% 30% 20% 10% 0% Airtel Vodafone 53% 48% 24% 21% 14% 11% 15% 14% Very Satisfied 53% 48% Satisfied Satisfied to an Extent Dissatisfied 21% 11% 15% 24% 14% 14% Only 53% of Airtel and 48% of Vodafone users are very satisfied from VAS.
8% of Airtel and 5% of Vodafone users are dissatisfied from service because of high charge.60% 52% 50% 48% 40% 30% 23% 20% 25% 21% 18% 10% 8% 5% 0% Airtel Vodafone Very Satisfied 48% 52% Satisfied 23% 25% Satisfied to an Extent 21% 18% Dissatisfied 8% 5% 48% of Airtel and 52% of Vodafone users are very satisfied with this service. Satisfaction from Billing 85 .
Satisfaction from Customer care services 86 . In this case Vodafone is better in comparison to Airtel with less billing problems.35% 30% 30% 25% 20% 15% 10% 5% 0% Airtel Vodafone 23% 24% 31% 28% 25% 21% 18% Very Satisfied 23% 30% Satisfied 24% 31% Satisfied to an Extent 25% 21% Dissatisfied 28% 18% only 23% of Airtel and 30% of Vodafone users are very satisfied with billing. 28 % of Airtel and 18% Vodafone users are dissatisfied with billing because of inflated bills and delay in resolving.
80% 70% 60% 50% 42% 40% 30% 21% 20% 10% 0% Airtel Vodafone 68% 19% 21% 18% 6% Very Satisfied 68% 42% 5% Dissatisfied 5% 18% Satisfied 21% 19% Satisfied to an Extent 6% 21% 68% of Airtel and 42% of Vodafone users are very satisfied with customer care. Users planning to shift to other cell operators 87 . In case of Vodafone 18% of users are dissatisfied with customer care while in Airtel it is only 5% which shows that Airtel is winner in terms of providing Customer Care services. Reason for this is waiting time to talk to customer care and resolving time taken is very high in Vodafone.
While 23% of Vodafone users are planning to shift because of poor customer care and high call charges. Users recommending their cell operator to others 88 .Planning to Shift to other cell operator 84% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Airtel 16% 84% Vodafone 23% 77% 16% 23% 77% 16% of Airtel users are planning to shift to other cell operator because they find call charges expensive. This shows that users have much more loyalty towards Airtel in comparison to Vodafone.
Recommend their cell operators to others 84% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Airtel 84% 16% Vodafone 77% 23% 16% 77% 23% 84% of Airtel and 77% of Vodafone users are ready to recommend others. This shows high satisfaction level in Airtel users as compared to Vodafone. Conclusion 89 .
There are other idiosyncrasies that may also need to be considered.With the steep fall in the cost of providing cellular services. market structure. economies of network operations. Moreover..550 in 1996. reduce prices and increase the breadth of their service offerings.84 in Finland. some of the entities that have received licenses to operate as the fourth operator in metro areas. these studies do not provide much insight into the mechanics of growth in cellular markets. Economic conditions. have prior cellular network provisioning experience in selected parts of the country. 2004.4 million from a mere 28. and the cellular subscriber base in the country has increased to 6.48 million in the current year. However. They can take preemptive measures to improve the quality of their services offerings. and increasing deregulation and competition. policies regarding tariffs and interconnect agreements. i. estimates of market size can be useful for network and investment planning.56 per 100 population compared to 77. In case of India for instance. However.e. network infrastructure and their financial strength. developing countries are witnessing rapid growth in cellular subscriber base.2%. rigorous empirically based studies of cellular market growth are much more limited in number. They are also useful to service providers in planning their network rollouts and services in the face of market competition. the penetration rate of cellular services is very poor in developing countries. Indian mobile subscriber base is expected to grow to 19. In India. This operator has extensive long 90 . They can reduce the roaming charges when the subscriber roams in the operator's other areas. the incumbents face erosion of their subscriber base. and customer characteristics are some of the significant forces affecting the growth of cellular services. Qualitative narratives and descriptive statistics of the cellular sector for many countries are available from a variety of industry sources. The new operators have to battle against the advantages of the incumbents such as existing subscriber base. Further. According to reports. With the introduction of new providers. Such insights can inform policymakers about the process by which growth occurs and help develop policies that can improve cellular penetration in developing countries. Since it takes about 3-4 years for cellular operators to attain financial payback on their projects. the government owned third operator. the cellular density is 0. It is a $5 billion industry today. was erstwhile monopoly operator in basic and domestic long distance services. Indian cellular industry has been witnessing a Compounded Annual Growth Rate of about 105.
distance network and a sound financial base that will enable them to cross-subsidize the cellular service and reduce prices. 91 .
Network signal should reach underground basement with voice clarity.50. internet becomes easier by GPRS. Vodafone need to focus on it. This service is now in very much demand as accessing e-mail. Roaming charges should be minimized. Local SMS charges should brought down to less than 50 paisa as compared to Rs. Calling line(CLIP) charges should be abolished as this is the necessity of mobile users to know the number of calling party. Rent should be brought down to minimum Rs. Vodafone is a winner in this. They should introduce rewardbased schemes for its customers. More talktime should be given on recharge coupon. Airtel must provide GPRS facility on prepaid as Vodafone does.Recommendations • • • Sim card activation should not take more than 24 hrs. • • • • • • • 92 .100 to attract students who forms majority of mobile phone users.1. This should be provided at low cost. MMS is now in demand having sound and video messages. Satisfaction levels of Vodafone customers are comparatively lower than Airtel customers. SMS is the need of students and easy way to stay in touch and have fun.
This will save money of customers. on same network without any charges. Call pulse rate should be reduced to 15 seconds as most call end up less than this time. Free unlimited call to 1 or 2 nos. Internet access on PC/LAPTOP through mobile be made cheaper. Airtel should look into this matter as they have more billing related issues. Customers should be given rewards or discounts for showing loyalty to service.• Billing complaints should be resolved within 24 hrs. • • • • • • • 93 .(A tribute to LOVEBIRDS) Free calling within the group at low monthly rental. Rewards to customers recommending others. Customer care should not take so long to provide feedback to customers.
Boyd, Westfall, Stasch: Marketing Research. ( Seventh Edition) Research Methodology: C.R.Kothari. (Second Edition) Philip Kotler: Marketing Management.( Eleventh Edition) Voicendata magazine. ( Edition: December 2004) Company brochure of Airtel and Vodafone. www.airtelworld.com www.Vodafoneworld.com www.google.com www.voicendata.com
1. NAME: _________________________ 95
AGE: ( ) 26-35 Yrs. ( ) 36-45 Yrs. ( ) 46 Yrs. &
( ) upto 25 Yrs. above 3. SEX: ( ) Male 4.
( ) Female
EDUCATION LEVEL: ( ) High School ( ) Undergraduate ( ) Graduate & above ( ) Others___________
OCCUPATION: ( ) Student ( ) Service Man Businessman ( ) Other ____________ ( ) Professional ()
Which cell phone service you are using: ( ) AIR TEL ( ) VODAFONE
Which category of service you are using: ( ) Prepaid ( ) Postpaid
What is your spending per month: ( ) Rs.501-1000 ( ) Rs.1001-2000 ()
( ) Upto 500 Above Rs.2000
9. How much time taken by your service provider to activate sim : ( ) Same day More than 3 days ( ) Next day ( ) 2-3 days ()
10. To what extent you are satisfied with Current Tariff of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 96
E-MAIL. To what extent you are satisfied with SMS Facility of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 13. To what extent you are satisfied with Mobile Banking of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 16. MMS.11. To what extent you are satisfied with Billing by your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 18. of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 17. Fax etc. To what extent you are satisfied with Roaming Facility of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 14. Chatting. To what extent you are satisfied with Voice Mail Service of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 15. To what extent you are satisfied with Value Added Services like GPRS. To what extent you are satisfied with Customer Care Service of cell operator: 97 . To what extent you are satisfied with Network Quality of your cell operator: ( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 12.
Are you going to Recommend your cell operator to others: ( ) Yes 21. ( ) No Any Suggestions to service provider: _______________________________________________________________ _______________________________________________________________ 98 . Are you planning to Shift to other cell operator in near future: ( ) Yes ( ) No 20.( ) Very Satisfied ( ) Satisfied ( ) Satisfied to an extent( ) Dissatisfied 19.
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