Airtel Report Word (Repaired)
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Value Added Services for
Broadband
CustomersValue Added
Services for Broadband
Customers
AIRTELAIRTEL
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Formatted: Font: 18 pt
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VALUE ADDED SERVICES FOR BROADBAND CUSTOMERS
CORPORATE INTERNSHIP PROGRAM PROJECT REPORT
SUBMITTED IN PARTIAL FULFILMENT OF PGDM PROGRAM 2012-14
Submitted By
PARAS CHOPRA
Roll No: 175
Company Mentor Faculty Mentor
GAUNIKJEET SINGH PROF. ANUPAM
BHASKAR
FIIB, NEW DELHI
SR. MANAGER(VAS DEPARTMENT)
AIRTEL
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Table of Contents
S.No Contents Page
No
1. Executive Summary 5
2. Introduction to the Sector/ Company
2.1 Geographical distribution
2.2 Market share
2.3 Trends in internet subscription
2.4 Technology trends for internet
subscription
2.5 Broadband subscribers of Top ten states
2.6 Broadband Plans and Comparison
2.7 Value Added Services
2.8 Comparison2.9 VAS offered by ISPs
3. Review of Literature
4. Project Objectives and Methodology
adopted
5. Data Collection/Description of the work
performed
6. Findings7. Recommendations
8. References
9. Annexure
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CHAPTER 1
EXECUTIVE SUMMARY
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EXECUTIVE SUMMARY
A source through which users can access Internet services which has a download data
transfer rate equal to or faster than 256 Kbit/s is Broadband.
India is one of the fastest-growing telecom markets in the world, though the broadband
uptake in India has been slow. Currently, broadband penetration in India is just around
10 percent of the Internet user base and approximately 1 percent of Indias population
one of the lowest in the world.
Some of the areas which can be looked at to push growth can be ; Infrastructure and
access issues such as high Right of Way charges, higher cost to connect and last mile
connectivity issues, Affordability of data plans ,Penetration/affordability of PCs and
handsets and Availability of vernacular content and localized applications etc.
There are 183 ISPs in India out which this report will discuss about the top 10 ISPs and
the value added services(VAS) provided by them if any. Airtel is the fourth largest ISP
on the basis of subscriber base and the best Value Added Service provider.
The report consists of comparison among the VAS provided by the leading ISPs and
their different monthly plans. The report also explores the VAS offered by some of the
top ISPs of the world and a brief comparison of their VAS with the VAS offered by
Indian ISPs.
The attempt behind this report is to find out the satisfaction of the users of VAS, the
quality of awareness and the barriers for the Non-users of VAS. This may help AIRTEL
to know more about the problems faced by users and whats making the non users avoid
/ ignore the VAS offered. The report also consists the VAS that the 4G customers would
be willing to subscribe.
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CHAPTER 2
INTRODUCTION TO SECTOR / COMPANY
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INTRODUCTION
BROADBAND
Broadband refers to :
Wide bandwidth characteristics of a transmission medium and its ability to
transport multiple signals and traffic types simultaneously
The medium can be coax, optical fibre, twisted pair or wireless
Has a download data transfer rate equal to or faster than 256 Kbit/s.
COMPANY OVER VIEW
Bharti Airtel Limited is a leading global telecommunications company with operations
in 20 countries across Asia and Africa. Headquartered in New Delhi, India, the
company ranks amongst the top 4 mobile service providers globally in terms of
subscribers. In India, the company's product offerings include 2G, 3G and 4G wireless
services, mobile commerce, fixed line services, high speed DSL broadband, IPTV,
DTH, enterprise services including national & international long distance services to
carriers. In the rest of the geographies, it offers 2G, 3G wireless services and mobile
commerce. Bharti Airtel had over 269 million customers across its operations at the end
of March 2013.
INDIAN SCENARIO
Although India is one of the fastest-growing telecom markets in the world, broadbanduptake in India has been slow. Currently, broadband penetration in India is just around
10 percent of the Internet user base and approximately 1 percent of Indias population
one of the lowest in the world as compared to other economies such as Russia (11
percent), Brazil (7.5 percent) and China (9.5 percent).
The following are some of the areas which can be looked at to push growth:
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Infrastructure and access issues such as high Right of Way charges, higher costto connect and last mile connectivity issues
Affordability of data plans
Penetration/affordability of PCs and handsets
Availability of vernacular content and localized applications.
Broadband has significant potential to facilitate economic and social development,
especially in rural India, where broadband connectivity is expected to play a crucial role
in empowering the masses. Addressing the above-mentioned issues could result in
achieving greater traction in the Indian broadband market.
India is behind schedule with targets (million) subscribers
13.79 mn
44.6 mn
0
5
10
15
20
2530
35
40
45
50
2005 2007 2010 2012
EXPECTED
ACHIEVED
SUBSCRIBER BASE (MILLIONS)
FIG. 1
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GEOGRAPHICAL DISTRIBUTION
The distribution can be divided into two :
1. State / Government owned
2. Private players; Nationwide and Regional basis
State Owned
BSNL
Servicing all of India except Mumbai and Delhi. Triple-play Broadband Services
provided by ADSL and VDSL. Also providing internet services over GPRS, 3G, as
well as WiMax
MTNL
Servicing Mumbai and Delhi. Triple-play Broadband Services provided by ADSL
under the "Tri-Band" brand. Also providing GPRS and 3G internet services.
Private (Nationwide)
Some of the private players servicing nationwide are as follows:
AIRTEL
POWERNET
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HATHWAY
RELAINCE COMM
SIFY
SPECTRANET
TATA INDICOM
YOU TELECOM
TIKONA DIGITAL NETWORKS
D-VOIS
AIRMESH
PRIVATE (REGION wise)
There are many private players in this sector providing their services region wise. These
are generally small players. Some of them are as follows:
Flymax Broadband Internet Services- Cuddalore Old Town,Tamil nadu.
Asianet Data Line - Broadband over Cable, Kerala
Excel - Broadband over Cable, Andhra Pradesh
Kappa Internet Services - Broadband over Wireless, Rajasthan
Beam Telecom - FTTB, Hyderabad
Fivenet - Broadband over Cable (Mumbai, currently expanding to Pune,
Haryana and other regions)
Honesty Net Solutions - Broadband over Cable, Mumbai
IOL Netcom Sikka Broadband Pvt. Ltd. - leased line Over Fiber Optic cable and Wireless
,Lucknow UP (E)
Railwire - Broadband over Cable; Whitefield, Bangalore
Vasai Cable Pvt. Ltd. - Broadband over Cable; Vasai Taluka
Alliance Broadband Pvt. Ltd.- Broadband Over cable,Kolkata
Wishnet Broadband Service Ltd. - Broadband Over cable,Kolkata
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Siti Cable Pvt. Ltd. - Broadband Over cable,Kolkata Meghbela Broadband Pvt. Ltd. - Broadband Over cable,Kolkata
Touch Net-High Speed Broadband Gurgaon
Fast Connecting IndiaTripura
Top ten ISPs
1. BSNL
2. R COM
3. MTNL
4. AIRTEL5. HATHWAY
6. YOU
7. TIKONA
8. BEAM
9. TATA COM
10.ASIANET
S No. ISP SERVICE
AREA
SUBS.(mn)
1. BSNL All India 12779497
2. RCOM All India 5190864
3. MTNL Delhi &Mumbai
1940208
4. AIRTEL All India 1390656
Internet Subscriber Base of top ten ISPs
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S No. ISP MARKETSHARE1. BSNL 53.23 %
2. RCOM 21.62 %
3. MTNL 2.08 %
4. AIRTEL 5.79 %
5. HATHAWAY 1.55 %
6. YOU BB 1.39 %
7. TIKONA DIGITAL 1.21 %
8. BEAN TELECOM 1.09 %
9. TATA TELECOM 0.66 %
10. ASIANET SATTELITE 0.47 %
53.23%21.62%
8.08%
5.79%
BSNL
R COM
MTNL
AIRTEL
HATHWAY
YOUTIKONA
BEAM
TATA COM
ASIANET
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Growth achieved by top ten ISPs Q3 vs. Q2 (2012)
MTNL has reported 1.94 million subscriber base at the end of Sep-12 as against2.57 million at the end of Jun-12 registering a decrease of 24.47% mainly
because of decrease in dialup connection of Delhi circle .
Airtel has achieved a growth of 0.55 % since Q2 2012.
Reliance communications have achieved the maximum growth in this
quarter(june-sep 12) i.e. 44.97 %.
9
44.97
-24.47
0.55 2.05 2.53
-08
8.784.4 2.46
GROWTH RATE (%)
FIGURE 3
TABLE 2
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TRENDS IN INTERNET SUBSCRIPTION
No. of internet subscribers increased from 22.66 million at the end of Jun-12 to
24.01 million, registering a growth of 5.97%. Apart from this, 446.99 million
wireless subscribers have subscribed to Data services, as reported by the
wireless service providers.
Number of Broadband subscribers increased from 14.21 million at the end of
Jun-12 to 14.68 million at the end of Sep-12, registering a quarterly growth of
3.31% and Y-O-Y growth of 14.42%.
Share of Broadband subscription in total Internet subscription decreased from
62.74% at the end of Jun-12 to 61.16% at the end of Sep-12.
8.16 9.04 9.05 8.44 9.33
12.83 13.35 13.81 14.21 14.68
Sep/11 Dec/11 Mar/12 Jun/12 Sep/12
Broadband Narrowband
SUBSCRIBER BASE (MILLIONS)
FIGURE 4
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Number of Narrowband subscribers increased from 8.44 million at the end ofJun-12 to 9.33 million at the end of Sep-12, thereby showing a positive growth
of 10.45% as against the negative growth of (-) 6.71% in the previous quarter
i.e. QE Jun-12.
TECHNOLOGY TRENDS FOR INTERNET ACCESS (BROADBAND)
Others include Fiber, Leased Line etc.
DSL has the maximum number of subscribers with an increase in its number as
compared to the last quarter.
Internet access through fibre has a good future but right now India does not have
the proper infrastructure for it.
120.84
8.980.47 0.28
42.33
0.26
124.12
9.750.45 0.48
54.92
0.16
DSL LAN LEASED LINE FIBRE WIRELESS OTHERS
Jun-12 Sep-12
SUBSCRIBER (IN LAKS)
FIGURE 5
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Wireless has the second most number of subscribers and has increased the mostin this quarter.
Market share of technologies:
Considering the above diagram the market share of the technologies available for
broadband usage is the following:
DSL (Digital Subscriber Line) is the most preferred technology used by the
Service Providers to provide Broadband Services and it constitutes 84.37% of
84.37%
6.30%
5.31% 3.32%
0.69%
DSL
LAN
CABLE MODEM
WIRELESS
OTHERS
FIGURE 6
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total broadband subscribers, followed by Ethernet LAN (6.30%) and CableModem (5.31%).
BROADBAND SUBSCRIBERS OF TOP TEN STATES
24.82
18.31
15.33 14.82
10.73 10.647.72
9.33
5.77.34
0
5
10
15
20
25
30
BROADBAND SUBSCRIBERS (IN LAKH)
FIGURE 7
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Maharashtra is having largest Broadband (>=256 Kbps) subscriber base in the
country. Tamil Nadu is at second place in broadband subscriber base.
At the end of Sep-12, in all the top 10 states, the number of broadband
subscribers is more than the number of narrowband subscribers.
BROADBAND PLANS
There are different plans offered by ISPs for the consumers. Even Within an ISP there
are different options depending on the speed, the downloading limit etc.
We will consider the plans of AIRTEL , MTNL , R COM , BSNL , HATHAWAY and
have a brief comparison at the end.
AIRTEL
SPEED LIMIT VALIDITY CHARGES POST-LIMIT
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2 MBPS 3 GB 1 MONTH 699 256 KBPS
2 MBPS 6 GB 1 MONTH 899 256 KBPS
2 MBPS 9 GB 1 MONTH 999 256 KBPS
2 MBPS 15 GB 1 MONTH 1299 256 KBPS
2 MBPS 30 GB 1 MONTH 1399 256 KBPS
2 MBPS 80 GB 1 MONTH 1699 256 KBPS
4 MBPS 15 GB 1 MONTH 1199 256 KBPS
4 MBPS 30 GB 1 MONTH 1499 256 KBPS
4 MBPS 80 GB 1 MONTH 1899 256 KBPS
MTNL
SPEED LIMIT VALIDITY CHARGES POST-LIMIT512 KBPS UNLIMITED 1 MONTH 599 NA
1 MBPS UNLIMITED 1 MONTH 999 NA
2MBPS UNLIMITED 1 MONTH 1899 NA
TABLE 3
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RCOM
SPEED LIMIT VALIDITY CHARGES POST-LIMIT1 MBPS UNLIMMITED 1 MONTH 549 NA
2 MBPS UNLIMITED 1 MONTH 699 NA
4 MBPS UNLIMITED 1 MONTH 1099 NA
4 MBPS 20/50 GB 1 MONTH 899/999 1 MBPS
12 MBPS 25 GB 1 MONTH 999 1 MBPS
BSNL
SPEED LIMIT VALIDITY CHARGES POST-LIMIT512 KBPS 4 GB 1 MONTH 525 256 KBPS
4 MBPS UNLIMITED 1 MONTH 3499 NA
1020 MBPS 50 GB 1 MONTH 4999 Re 0.10 / MB
2 MBPS 35 GB 1 MONTH 1295 512 KBPS
2 MBPS 4/10/20 GB 1 MONTH 645/795/995 512 KBPS
TABLE 4
TABLE 5
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1 MBPS 6 GB 1 MONTH 800 512 KBPS
1 MBPS 100 GB 1 MONTH 2250 256 KBPS
2 MBPS 8 GB 1 MONTH 900 512 KBPS
2 MBPS 40 GB 1 MONTH 1800 256 KBPS
2 MBPS 150 GB 1 MONTH 3500 512 KBPS
4 MBPS 8 GB 1 MONTH 950 512 KBPS
4 MBPS 20 GB 1 MONTH 1425 512 KBPS
4 MBPS 200 GB 1 MONTH 6300 1 MBPS
HATHWAY
SPEED LIMIT VALIDITY CHARGES POST-LIMIT1 Mbps 8 GB 4 Months 1500 256 KBPS
TABLE 6
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1 Mbps 18 GB 12 Months 3950
1 Mbps 5 GB 1 Month 574
1 Mbps 13 GB 3 Months 1875
1 Mbps 13 GB 1 Month 650
2 Mbps 200 MB 1 Month 149
2 Mbps 16 GB 4 Month 1800
2 Mbps 7 GB 1 Month 674
2 Mbps 7 GB 3 Months 2022
2 Mbps11 GB PERMONTH
3 Months 2025
2 Mbps19 GB PER
MONTH3 Months 2325
2 Mbps11 GB PER
MONTH6 Months 3650
2 Mbps19 GB PER
MONTH6 Months 4400
5 Mbps 8 GB 1 Month 674
5 Mbps 13 GB 1 Month 974
5 Mbps 25 GB 1 Month 1274
COMPARISION
The following is the comparison of 2MBPS plans offered by the above internet service
providers. The monthly charges and the download limit in a plan of 2 MBPS speed are
different for ISPs.
TABLE 7
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Airtel is charged at a premium rate as it is known for the quality of service
which the other competitors are unable to deliver.
VALUE ADDED SERVICES
In broadband industry, VAS (Value Added Service) is a non core service or all those
services beyond the normal internet service provided by the ISPs. It can be used in any
service industry, for services available at little or no cost to promote their primary
business. In the telecommunication industry, on a conceptual level, value-added
AIRTEL
BSNL
HATHWAY
MTNL
0
2
4
6
8
10
12
0 200 400 600 800 1000 1200
G
B
RENT
FIGURE 8
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services add value to the standard service offering, spurring the subscriber to use theirphone more and allowing the operator to drive up their average revenue per unit.
We will discuss about the various VAS provided by the top ISPs talking about Airtel in
detail and compare ISPs in terms of who has the maximum offerings with a detailed
discussion on the common VAS offered.
There will also be a glance of the VAS offered by the Global operators and a brief
comparison of the VAS provided by India and that of the word / outside India.
http://en.wikipedia.org/wiki/Application_Enablement#Backgroundhttp://en.wiktionary.org/wiki/spurhttp://en.wiktionary.org/wiki/spurhttp://en.wikipedia.org/wiki/Application_Enablement#Background -
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AIRTEL
Entertainment
Watch live TV
Airtel movies
Music store
Education
Class on the web
Airtel learn next Airtel wizkid
Games
Multiplayer
Games for kids
Free gaming
Services
Speed on demand PC Secure
Airtel photos
News
India
Cities
World
Devotional
Live darshans
Recorded Videos
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MTNL
BSNL
IP TV
PC PROTECTION
VIDEOTELEPHONY
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R COM
GAMES ONDEMAND
LIVETUTOR
HUNGAMAPORTAL
VIDEO &VOICE
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YOU BROADBAND
ASTROCORNER
GIFTSSTUDIO
GAMESLEARNING
SECURITYSMSonNET
KARAOKE
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COMPARISON
YOU PLAY
YOU FONE
YOU CALL
YOU LEARN
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AIRTEL BSNL MTNL R COMGAMES
PCSECURITY NEWS
EDUCATION MUSIC MOVIES
ASTROLOGY IP TV
Airtel offers the maximum no. of VAS.
Iptv is also offered by airtel but as a separate segment and not under VAS.
TABLE 8
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COMMON VAS OFFERED
GAMES
Games Offered by BSNL & AIRTEL:
EA GAMES
ARCADE
SPORTS
RACING
PUZZLES
ACTION
And many more. . .
These games are available both in Single player and Multiplayer.
TARIFF
BSNL
Premium Package - Rs 200/Month , 280+ games
Casual Package - Rs 100/Month , 130+ games
AIRTEL
Rs199/ Month , 300+ games
Rs10/ Week , 30 Games
Rs15/ Month ,30 Games (Only 8pm - 8am)
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PC SECURITY
Following services are provided by MTNL , AIRTEL & R COMto keep your PC
away from the darker side of the internet:
Antivirus
Antispyware
Firewall
Parental
Control
SpamControl
However their prices vary from one to another
TARIFF
AIRTEL
Basic pack- Rs85 (Antivirus Anti- Spyware)
Adv pack- Rs100 ( Basic+ Firewall)
Premium pack- Rs125 (All services)
MTNL
Pc Protection- Rs 60 (Antivirus+ Antispyware+ Firewall)
Pc Protection Plus- Rs99 (All Services)
R COM
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RS 70 per month (All services)
EDUCATION
SERVICES PROVIDED ARE AS FOLLOWS:
AIRTEL:
Class on the web
Airtel learn next
Airtel wiz kid( Strategical gamesChess , Sudoku etc)
BSNL:
Live TutorBasic Package / Premium Package of 10 sessions
Premium packages will have teachers selected from the tutor pool who have more
experience and better knowledge in teaching
R COM:
Audio Visual Learning Material; Maths or Science - Class 4th to Class 12th
Their tariffs may vary according to the course/class opted by the customer
TARIFF
AIRTEL
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6-10th
Std Maths and science Rs99/Month
Exam Prep Package 10th & 12th Rs499 per class per month
BSNL
Primary- Basic: Rs 60 ; Premium: Rs110
Secondary- Basic: Rs 90 ; Premium: Rs130
Higher sec- Basic: Rs 110 ; Premium: Rs160
R COM
Monthly charges of Rs 40 to quarterly packages of Rs 250 .
MUSIC
AIRTEL
Over 2 lacks songs and many music videos
From Retro to Rap Music
Monthly charges Rs 25-149
BSNL
60000+ audio songs
1500+ music videos
All categories
Monthly Charges of Rs 149
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R COM
Provides karaoke
Record and upload your own music
Monthly charges Rs 30 - 125
CHAPTER 3
REVIEW OF LITREATURE
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Bharti Airtel raises 51 pc stakes in Qualcomm broadbandventure.
SME Times News Bureau | 04 Jul, 2013
Telecom service provider Bharti Airtel has raised its stake to 51 percent in the
Indian broadband venture of Qualcomm, the company said in a statement in New
Delhi Thursday.
It has subscribed to an additional 2 percent equity share capital in all the four India
BWA (broadband wireless access) entities of Qualcomm. With this, all four entities
are now subsidiaries of Bharti Airtel.
On May 24, 2012 Bharti Airtel and Qualcomm had announced an agreement under
which Bharti Airtel had acquired 49 percent interest in Qualcom's India entities that
hold BWA licences in Delhi and Mumbai, as well as in Haryana and Kerala. Bharti Airtel is a leading global telecommunications service provider with operations
in 20 countries across Asia and Africa.
India Has 15.09M Broadband Connections; 724.48M Active
Mobile Base
By MediaNama on Jul 4th, 2013.
Indias broadband connection base increased by 0.29% to 15.09 million at the end of
April 2013, from 15.05 million at the end of March, according to the Indian Telecom
regulatorTRAI. Its worth noting that Indias target for 2010 was 20 million broadband
subscribers, and we optimistically hope that it will be reached before 2015.
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Airtels 4G at 3G price: Beginning of yet another telecomprice war?
By FP Staff Jun 24, 2013
One more price war is brewing in the Indian telecom sector with companies such
asBharti Airtel, Vodafone andIdea Cellularaggressively cutting data prices.
CNBC-TV18reports that Bharti Airtel has cut 4G data charges in four circles which
included Kolkata, Pune, Bangalore and Chandigarh.
The 4G price cut comes barely a week after it cut 2G data charges by nearly 90 percent
to shore up data usage and spur revenue streams. Vodafone also reduced its 2G datacharges by 80 percent in three circles.
A top Bharti executive told ET, Airtel will offer 4G speeds at 3G price-points to make
fourth generation wireless broadband services more affordable and stiffen the challenge
for new competition.
The biggest future challenger of Bharti Airtels 4G broadband isRelianceJio broadband
4G services which is expected to roll out next year.
Bharti Airtels move to reduce 4G data rates may fuel industry worries of a price war in
a still-crowded telecoms sector that has recently started seeing stability after years of
cut-throat competition and regulatory uncertainty.
More so, because Ambanis 4G mantra is also affordability. Broadband and digital
services will no longer be a luxury itema scarce commodityto be rationed amongst
the privileged few, Ambani, the worlds 22nd richest person according to Forbes
magazine, told shareholders earlier this month.
http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/bhartiairtel/BA08http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/bhartiairtel/BA08http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/bhartiairtel/BA08http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/ideacellular/IC8http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/ideacellular/IC8http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/ideacellular/IC8http://www.moneycontrol.com/india/stockpricequote/mediaentertainment/tv18broadcast/IBNhttp://www.moneycontrol.com/india/stockpricequote/mediaentertainment/tv18broadcast/IBNhttp://www.moneycontrol.com/india/stockpricequote/mediaentertainment/tv18broadcast/IBNhttp://www.moneycontrol.com/india/stockpricequote/refineries/relianceindustries/RIhttp://www.moneycontrol.com/india/stockpricequote/refineries/relianceindustries/RIhttp://www.moneycontrol.com/india/stockpricequote/refineries/relianceindustries/RIhttp://www.moneycontrol.com/india/stockpricequote/refineries/relianceindustries/RIhttp://www.moneycontrol.com/india/stockpricequote/mediaentertainment/tv18broadcast/IBNhttp://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/ideacellular/IC8http://www.moneycontrol.com/india/stockpricequote/telecommunicationsservice/bhartiairtel/BA08 -
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CHAPTER 4
PROJECT OBJECTIVE AND METHEDOLOGY
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PROJECT OBJECTIVE
The main attempt behind this project is
Satisfaction of VAS users
Quality of awareness among users
Barriers for non users
The main focus of this project is to get familiar with the reasons behind the
dissatisfaction of customers (those subscribed for Broadband VAS) and to understand
the barriers for Non Users in using the value added services offered.
PROJECT METHEDOLOGY
Tele-Calling
Target Customers: Individuals using Home Broadband (B2C)
Sample Size:
VAS USERS VAS NON-USERS CIRCLE
92 50 DELHI
0 33 CHANDIGARH
TOTAL 92 83
(Database is provided by company)TABLE 9
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CHAPTER 5
DATA COLLECTION/ANALYSIS
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SITES USED MOST OFTEN BY THE RESPONDENTS:
BASE: 87
NONUSERS
42%
23%
33%
2%
USERSSEARCH ENGINES
SOCIAL
NETWORKING
SITES
E MAIL SITES
DOWNLOAD
SITES
FIGURE 9
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BASE: 83
OVERALL STATISFACTION OF THE RESPONDENTS
USING AIRTEL:
52%
18%
28%
2%
SEARCH ENGINES
SOCIAL NETWORKING
SITES
E MAIL SITES
DOWNLOAD SITES
80%
20%
SATISFACTION LEVEL OF USERS
SATISFIED
DISSATISFIED
FIGURE 10
FIGURE 11
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BASE: 87
BASE: 83
AWARENESS OF THE VALUE ADDED SERVICES PROVIDED BYAIRTEL:
60%
40%
SATISFACTION LEVEL OF NON USERS
SATISFIED
DISSATISFIED
FIGURE 12
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BASE: 87
BASE: 83
PC SECURE
69%
31%
USERS
AWARE
UNAWARE
57%
43%
NON USERS
AWARE
UNAWARE
FIGURE 13
FIGURE 14
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Only 38% of the aware customers have used PC Secure & 76% of them are still using .
GAMES ON DEMAND
USING
13
EVER USED
17
AWARE45
USING
11
EVER USED
15
AWARE
39
76%
38%
74%
39%
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Only 39% of the aware customers have used Games On Demand & 74% of them arestill using.
MUSIC STORE
Only 3.5 % of the aware customers have used Music Store & 100% of them are still
using.
AIRTEL MOVIES
USING
1
EVER USED
1
AWARE
29
100 %
3.5%
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Only 9.5% of the aware customers have used Airtel movies & none of them are still
using.
VAS USERS
USING
0
EVER USED
2
AWARE21
0 %
9.5 %
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20
(33%)
20
FUTURE USE
31 (36 %)
SATISFIED
19 (76%)
RECOMMENDATION
TO OTHERSBASE: 60
BASE: 87
BASE: 25
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AWARENESS OF VAS AMONG THE NON USERS:
05
10152025
303540
36 31 25 24
Number of aware
customers
FIGURE 15
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CONSIDERATION FOR FUTURE USE AMONG THE NON
USERS :
BASE: 83
REASONS FOR NOT CONSIDERING IN FUTURE :
REASONS COUNT
No need for these services 20
No time for these services 14
Already having these 24
19%
81% MAY
CONSIDER
NOT AT ALL
FIGURE 16
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services
No comments 09
CHAPTER 6
FINDINGS
TABLE 10
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FINDINGS
As per my research on Value added services for Broadband customers
these are the following key findings.
S NO. FINDINGS
1. Search engines are used most often , followed by e Mailand social networking sites (Users n Non Users)n NonUsers)
2. 31% of users are unaware of VAS3. Only 26% of the aware users have ever used these
services4.
71% of the aware users have continued to use them5.
43% of Non Users are unaware of VAS6.
25% of Non users didnt find any need for VAS7.
Less unlimited plans8.
Obsolete anti Virus9.
Free sources available on net for movies, music liketorrents. Etc
10.Most customers are aware of Pc secure
SATIS-FACTION
LEVEL
AWARE UNAWARE USERS(TOTAL)
AWARE UNAWARE NONUSERS
(TOTAL)
SATISFIED 51 19 70 34 16 50DIS-SATISFIED
9 8 17 13 20 33
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TOTAL 60 27 87 47 36 83Apart from the findings the above table helps us to get the following key
points:
o 85% of the satisfied users are aware.
o 73% of the aware Users are satisfied.
o 68% of the satisfied Non users are aware.
o 72% of the aware Non users are satisfied.
Airtel has a win-win situation i.e. If the customers (Users or Non- Users)
are aware of VAS then majority would be satisfied with Airtel and if the
customers are satisfied of Airtel then most of them would be aware of
VAS.
TABLE 11
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CHAPTER 7
RECOMMENDATIONS
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RECOMMENDATIONS
The above findings from the data analysis lead to the following
recommendations .Each recommendation is given keeping in mind the
finding in order to help Airtel to cover its loopholes.
S No. FINDINGS RECOMMENDATION
1.31% of users are unaware of
VASAware the users regardingthe VAS subscribed to them
2.Only 26% of the aware usershave ever used these services
Regular reminders should besent
3.
43% of Non Users are unawareof VAS
Innovative Advertisementsand Promotional techniques
should be adopted.4.
25% of Non users didnt findany need for VAS
Provide trial versions to them, a need may arise
5.
Less unlimited plansIntroduce More unlimited
plans6.
Obsolete anti Virus Update the existing ones7. Free sources available on net
for movies, music like torrents.Etc
Lower the price and increasethe offerings
8.
Most customers are aware of Pcsecure
Take it to the next level bylaunching - Home and Office
Security i.e. Live view of
home and office through net
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CHAPTER 8
REFERENCES
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http://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%2
0-%20Sep_2012.pdf
http://www.airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home
http://www.kpmg.com/IN/en/IssuesAndInsights/ThoughtLeadership/Broadband-
Summit-12.pdf
http://www.rcom.co.in/Rcom/personal/internet/ValueAddedServ.html
http://mtnlmumbai.in/index.php/broadband/broadband-vas
http://www.bsnlteleservices.com/2012/10/bsnl-offers-value-added-services.html
http://www.hathway.com/hathway-broadband/home-broadband.php
http://www.youbroadband.in/yourspace/yourspace.php
http://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%20-%20Sep_2012.pdfhttp://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%20-%20Sep_2012.pdfhttp://www.airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Homehttp://www.kpmg.com/IN/en/IssuesAndInsights/ThoughtLeadership/Broadband-Summit-12.pdfhttp://www.kpmg.com/IN/en/IssuesAndInsights/ThoughtLeadership/Broadband-Summit-12.pdfhttp://www.rcom.co.in/Rcom/personal/internet/ValueAddedServ.htmlhttp://mtnlmumbai.in/index.php/broadband/broadband-vashttp://www.bsnlteleservices.com/2012/10/bsnl-offers-value-added-services.htmlhttp://www.hathway.com/hathway-broadband/home-broadband.phphttp://www.youbroadband.in/yourspace/yourspace.phphttp://www.youbroadband.in/yourspace/yourspace.phphttp://www.youbroadband.in/yourspace/yourspace.phphttp://www.hathway.com/hathway-broadband/home-broadband.phphttp://www.bsnlteleservices.com/2012/10/bsnl-offers-value-added-services.htmlhttp://mtnlmumbai.in/index.php/broadband/broadband-vashttp://www.rcom.co.in/Rcom/personal/internet/ValueAddedServ.htmlhttp://www.kpmg.com/IN/en/IssuesAndInsights/ThoughtLeadership/Broadband-Summit-12.pdfhttp://www.kpmg.com/IN/en/IssuesAndInsights/ThoughtLeadership/Broadband-Summit-12.pdfhttp://www.airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Homehttp://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%20-%20Sep_2012.pdfhttp://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%20-%20Sep_2012.pdf -
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QUESTIONNAIRE (USERS)
Q1.Are you currently using internet connection at your home through desktop, wireline
or wifi connection?
Q2. Which company are you using for accessing internet?
Q3. Which site is used most oftenly?
Q4. Are you satisfied with the current internet service provider?
Q5. Internet service provider also offers additional services. Are you aware of any?
Q6. Internet Service Providers also provide additional services like . Are you
aware of these services?
PC SECURE
GOD
MOVIES
MUSIC
Q7. Have you ever used these services?
Q8. Which service are you currently using?
Q9. What is your overall satisfaction with the services subscribed?
HIGHLY DISSATISFIED
SOMEWHATDISSATISFIED
NEITHER SAT NORDISSAT
SOMEWHAT SATISFIED
HIGHLY SATISFIED
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Q10.Will you recommend these services to others?
NOT AT ALL
NOT VERY LIKELY
SOMEWHAT LIKELY
VERY LIKELY
EXTREMELY LIKELY
Q11.What are your expectations / any recommendation or suggestion regarding the
VAS/AIRTEL?
QUESTIONNAIRE ( NON-USERS)
Q1.Are you currently using internet connection at your home through desktop, wireline
or wifi connection?
Q2. Which company are you using for accessing internet?
Q3. Which site is used most oftenly?
Q4. Are you satisfied with the current internet service provider?
Q5. Internet service provider also offers additional services. Are you aware of any?
Q6. Internet Service Providers also provide additional services like . Are you
aware of these services?
PC SECURE
GOD
MOVIES
MUSIC
Q7. Will you consider them for future use?
NOT AT ALL
NOT VERY LIKELY
SOMEWHAT LIKELY
VERY LIKELY
EXTREMELY LIKELY
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Q8. If not considering then why not?
Q9. Any Expectation from service provider that would enable usage of these additional
service ?
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