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Certificate

I, Mr. Apurv Kumar Saini, Roll No.0732131708 certify that the ProjectReport/Dissertation (BBA-310) entitled Customer Satisfaction and awareness ofPost Paid products of Reliance Communication is done by me and it is anauthentic work carried out by me at Reliance Communication. The matterembodied in this project work has not been submitted earlier for the award of anydegree or diploma to the best of my knowledge and belief.

Signature of the Student:

Date:

Certified that the Project Report/Dissertation (BBA-310) entitled CustomerSatisfaction and awareness of Post Paid products of Reliance Communication doneby, Mr Apurv Kumar Saini Roll No 0732131708 is completed under my guidance.

Signature of the Guide

Date:Name of the Guide:Designation:

Address: Tecnia Institute of Advanced Studies, New Delhi

Countersigned

Director/Project Coordinator

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ACKNOWLEDGEMT

I would like to take this opportunity to thank all those people, without whose cooperationand support, this study would not have been possible. First and foremost, I would like toexpress my gratitude to Miss Mona Goel, Tecnia Institute of Advanced Studies for hisguidance, encouragement and patience.I am thankful to all the people who spend their valuable and precious time and respondedme without them I could not complete this project.

I would like to thank my family and friends for their support, encouragement,cooperation and suggestions have helped me in successful completion of this project.

Apurv Kumar Saini

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EXECUTIVE SUMMARY

The Late Dhirubhai Ambani dreamt of a digital India an India where the common man

would have access to affordable means of information and communication. Dhirubhai,

who single-handedly built Indias largest private sector company virtually from scratch,

had stated as early as 1999: Make the tools of information and communication available

to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of

mobility. It was with this belief in mind that Reliance Communications (formerly

Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic

backbone. This backbone was commissioned on 28 December 2002, the auspicious

occasion of Dhirubhais 70th birthday, though sadly after his unexpected demise on 6

July 2002. Reliance Communications has a reliable, high-capacity, integrated (both

wireless and wireline) and convergent (voice, data and video) digital network. It is

capable of delivering a range of services spanning the entire infocomm (information and

communication) value chain, including infrastructure and services for enterprises as

well as individuals, applications, and consulting. Today, Reliance Communications is

revolutionizing the way India communicates and networks, truly bringing about a new

way of life. Few men in history have made as dramatic a contribution to their countrys

economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still

have left behind a legacy that is more enduring and timeless.As with all great pioneers,

there is more than one unique way of describing the true genius of Dhirubhai: The

corporate visionary, the unmatched strategist, the proud patriot, the leader of men, the

architect of Indias capital markets, the champion of shareholder interest.

But the role Dhirubhai cherished most was perhaps that of Indias greatest wealth creator.

In one lifetime, he built, starting from the proverbial scratch, Indias largest private sector

enterprise. When Dhirubhai embarked on his first business venture, he had a seed capital

of barely US$ 300 (around Rs 14,000). Over the next three and a half decades, he

converted this fledgling enterprise into a Rs 60,000 crore colossusan achievement

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which earned Reliance a place on the global Fortune 500 list, the first ever Indian private

company to do so.

Dhirubhai is widely regarded as the father of Indias capital markets. In 1977, when

Reliance Textile Industries Limited first went public, the Indian stock market was a place

patronized by a small club of elite investors which dabbled in a handful of stocks.

Undaunted, Dhirubhai managed to convince a large number of first-time retail investors

to participate in the unfolding Reliance story and put their hard-earned money in the

Reliance Textile IPO, promising them, in exchange for their trust, substantial return on

their investments. It was to be the start of one of great stories of mutual respect and

reciprocal gain in the Indian markets. Under Dhirubhais extraordinary vision and

leadership, Reliance scripted one of the greatest growth stories in corporate history

anywhere in the world, and went on to become Indias largest private sector

enterprise.Through out this amazing journey, Dhirubhai always kept the interests of the

ordinary shareholder uppermost in mind, in the process making millionaires out of many

of the initial investors in the Reliance stock, and creating one of the worlds largest

shareholder families.

Methodology is an essential aspect of any project or research. It enables the researches

look at the problem in a systematic, meaningful and orderly way. Methodology comprises

the sources of data, selection of data, various designs and techniques used for analyzing

the data.

Type of Research : Exploratory Research

Descriptive research

Sampling technique Convenience sampling

Sample Size : 100

Samplings Areas : Delhi, Ghaziabad

Primary Data :

Responses through questionnaires Conducted personal interviews with the

respondents.

Secondary Data : Websites .

News papers

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LIST OF TABLES

Table No Title Page Number

1 Table showing age group of the respondent 402 Table showing occupation of the respondent 41

3 Table showing purpose of using phone/Internet beingused for

41

4 Table showing Reliance Post Paid Connectionscustomer aware of

42

5 Table showing how respondents came to know aboutthe products

43

6 Table showing products consumers are using 43

7 Table showing consumers satisfied with the serviceprovided by the company

44

8 Table showing major reasons of dissatisfaction 459 Table showing products informed by sales executives

when they visits customers45

10 Table showing channel prefer to buy by consumers intelecom/internet services

46

11 Table showing services look before choosing theproduct

47

12 Table showing is price & mobility is not the concernthen consumers prefer to buy

48

13 Table showing customers like to recommend Relianceservices to others

48

14 Table showing satisfaction level of network 4915 Table showing satisfaction level of SMS Rates 50

16 Table showing satisfaction level of new schemes andoffers

50

17 Table showing satisfaction level of Internet speed 51

18 Table showing satisfaction level of Cost 52

19 Table showing satisfaction level of Customer Care 52

20 Table showing satisfaction level of Recharge outlets 53

21 Table showing satisfaction level of Call rates 54

22 Table showing satisfaction level of Value Added

Services

54

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LIST OF FIGURES

Figure No Title Page Number1 Figure showing age group of the respondent 40

2 Figure showing occupation of the respondent 40

3 Figure showing purpose of using phone/Internetbeing used for

41

4 Figure showing Reliance Post Paid Connectionscustomer aware of

42

5 Figure showing how respondents came to knowabout the products

42

6 Figure showing products consumers are using 43

7 Table showing consumers satisfied with the service

provided by the company

44

8 Figure showing major reasons of dissatisfaction 44

9 Figure showing products informed by salesexecutives when they visits customers

45

10 Figure showing channel prefer to buy by consumersin telecom/internet services

46

11 Figure showing services look before choosing theproduct

47

12 Figure showing is price & mobility is not theconcern then consumers prefer to buy

47

13 Figure showing customers like to recommend

Reliance services to others

48

14 Figure showing satisfaction level of network 49

15 Figure showing satisfaction level of SMS Rates 49

16 Figure showing satisfaction level of new schemesand offers

50

17 Figure showing satisfaction level of Internet speed 51

18 Figure showing satisfaction level of Cost 51

19 Figure showing satisfaction level of Customer Care 52

20 Figure showing satisfaction level of Rechargeoutlets

53

21 Figure showing satisfaction level of Call rates 53

22 Figure showing satisfaction level of Value AddedServices

54

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LIST OF SYMBOLS

S.No. Symbol Nomenclature & Meaning

1 - Hyphen2 , Comma

3 ; Semi-Colon

4 : Colon

5 % Percentage

6 . Full-Stop

7 $ Dollar

8 * Asterisk

9 # Number Sign

10 / Solidus

11 @ Commercial at/At the Rate

12 ( Left Parenthesis13 ) Right Parenthesis

14 { Left Curly Brackets

15 } Right Curly Brackets

16 Apostrophe

17 _ Low line/Underscore

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LIST OF ABBREVIATIONS

S No Abbreviated Name Full Name

1 GSM Global System for Mobile2 US United States

3 IPO Initial Public Offering

4 RCOM Reliance Communication

5 TV Television

6 Mbps Mega bites per second

7 E Electronic

8 BFSI Banking Finance Service & Insurance Industry

9 IT Information Technology

10 RiTV Reliance interactive Television

11 EBITDA Earning Before Interest Tax Dividend &

Allowance

12 CDMA Code Division Multiple Access

13 HSDC High Speed Data Card

14 SMS Short Messaging Service

15 RIM Reliance India Mobile

CHAPTER 1: INTRODUCTION

1.1. COMPANY PROFILE

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1.1.1. Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H Ambani (1932-2002), ranks among Indias top

three private sector business houses in terms of net worth. The group has

business interests that range from telecommunications (Reliance

Communications Limited) to financial services (Reliance Capital Ltd) and the

generation and distribution of power (Reliance Infrastructure Limited).

Reliance ADA Groups flagship company, Reliance Communications, is

India's largest private sector information and Communications Company, with

over 100 million subscribers. It has established a pan-India, high-capacity,

integrated (wireless and wireline), convergent (voice, data and video) digital

network, to offer services spanning the entire noncom value chain. Other

major group companies Reliance Capital and Reliance Infrastructure are

widely acknowledged as the market leaders in their respective areas of

operation.

1.1.2. Reliance World is a nationwide chain of world-class retail outlets for all

Reliance Communications products and services. It is designed to give the customer a

delightful experience of the digital world of information, communication,

entertainment and utility services. Besides a wide range of phones and associated

services, you will find a whole array of digital offerings at the Broadband Centre @

Reliance World. All Reliance World outlets are connected to Reliances countrywide

optic fibre network. The Broadband Centre @ Reliance World leverages this

broadband network to bring you offerings like Broadband Surfing, Online Gaming,

Video Conferencing, Digital Electronic News Gathering, Digital Services, eLearning,

eTicketing, Virtual Office & many more services. With 241 Reliance World outlets

across 105 cities in the country, you are sure to find one in your vicinity

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1.1.4. General Information

Official Address:

ABlock,2ndFloor,

RelianceCommunicationsLimited

DAKC,KoparKhairane,NaviMumbai400710

Fax: 022 303 88005

Postpaid: For any queries about our products or services please dial *222, or call 198

(toll free) for any complaint or service request from Reliance phone. You can also

reach us on 30333333 from any other phone and J&K customers can dial

9018090180.

Prepaid: For any queries about our products or services please dial *333, or call 198

(toll free) for any complaint or service request from Reliance phone. You can also

reach us on 30333333 from any other phone and J&K customers can dial

9018090180.

Email:[email protected]

GSM customers can email us on [email protected]

1.2. ABOUT THE ORGANIZATION

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1.2.1. Few men in history have made as dramatic a contribution to their countrys

economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer

still have left behind a legacy that is more enduring and timeless.

As with all great pioneers, there is more than one unique way of describing the true

genius of Dhirubhai: the corporate visionary, the unmatched strategist, the proud

patriot, the leader of men, the architect of Indias capital markets, the champion of

shareholder interest. But the role Dhirubhai cherished most was perhaps that of

Indias greatest wealth creator. In one lifetime, he built, starting from the proverbial

scratch, Indias largest private sector enterprise. When Dhirubhai embarked on his

first business venture, he had a seed capital of barely US$ 300 (around Rs 14,000).

Over the next three and a half decades, he converted this fledgling enterprise into a Rs

60,000 crore colossusan achievement which earned Reliance a place on the global

Fortune 500 list, the first ever Indian private company to do so. Dhirubhai is widely

regarded as the father of Indias capital markets. In 1977, when Reliance Textile

Industries Limited first went public, the Indian stock market was a place patronized

by a small club of elite investors which dabbled in a handful of stocks. Undaunted,

Dhirubhai managed to convince a large number of first-time retail investors to

participate in the unfolding Reliance story and put their hard-earned money in the

Reliance Textile IPO, promising them, in exchange for their trust, substantial return

on their investments. It was to be the start of one of great stories of mutual respectand reciprocal gain in the Indian markets. Under Dhirubhai extraordinary vision and

leadership, Reliance scripted one of the greatest growth stories in corporate history

anywhere in the world, and went on to become Indias largest private sector

enterprise. Through out this amazing journey, Dhirubhai always kept the interests of

the ordinary shareholder uppermost in mind, in the process making millionaires out of

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many of the initial investors in the Reliance stock, and creating one of the worlds

largest shareholder families.

1.2.2. The late Dhirubhai Ambani dreamt of a digital India an India where the

common man would have access to affordable means of information and

communication. Dhirubhai, who single-handedly built Indias largest private sector

company virtually from scratch, had stated as early as 1999: Make the tools of

information and communication available to people at an affordable cost. They

will overcome the handicaps of illiteracy and lack of mobility. It was with this

belief in mind that Reliance Communications (formerly Reliance Infocomm) started

laying 60,000 route kilometers of a pan-India fibre optic backbone. This backbone

was commissioned on 28 December 2002, the auspicious occasion of Dhirubhai 70th

birthday, though sadly after his unexpected demise on 6 July 2002.Reliance

Communications has a reliable, high-capacity, integrated (both wireless and wireline)

and convergent (voice, data and video) digital network. It is capable of delivering a

range of services spanning the entire infocomm (information and communication)

value chain, including infrastructure and services for enterprises as well as

individuals, applications, and consulting. Today, Reliance Communications is

revolutionizing the way India communicates and networks, truly bringing about a

new way of life.

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1.2.3. Dhirubhai preached and personally practiced one mantra throughout his

life: Dream with conviction. He built the Reliance empire from scratch and, in a short

span of 25 years, it catapulted to become one of the top Fortune 500 corporations of

the world an achievement unparalleled in history. He was deeply rooted in

traditional Indian values, and at the same time, Dhirubhai possessed a very modernoutlook - truly that of a 21st century person. His corporate philosophy was short,

simple and incredibly effective: Think big. Think different. Think fast. Think ahead.

Aim for the best. This was clearly reflected in his passion for mega-sized projects, as

well as his fascination for cutting-edge technology and desire to always achieve the

highest possible productivity. At Reliance, Dhirubhai was a pillar of inspiration for

one and all. By practicing what he preached, he inspired and encouraged everyone to

surpass the best in the world. Dhirubhai fully realized that true empowerment of the

people is possible only through education. Being an effective communicator, he

continued to inspire, guide, educate and motivate everyone through his

communications. He was a firm believer in the power of information and

communication, and how it can be utilized and turned to the advantage of one and all,

by making time and distance irrelevant. He would always say that if a telephone call

could be made cheaper than a postcard, it would transform every home, empower

every Indian, remove every obstacle to opportunity and growth, and tear apart every

barrier that divides Indian society. He was convinced that infocom could energize

enterprises, drive governance, and render learning an interesting experience, apart

from making life exciting. Keeping his conviction as our credo, Reliance

Communications is committed to transform Dhirubhais dream into a reality.

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1.3. VISION AND MISSION OF RELIANCE COMMUNICATION

1.3.1. VISION OF RELIANCE

By 2015, be amongst the top 3 most valued

Indian companies, providing Information, Communication

& Entertainment services, and being the

industry benchmark in Customer Experience, Employee

Centricity and Innovation.

1.3.2. MISSION OF RELIANCE

i. Meeting and exceeding Customer expectations with a segmented

approach.

ii. Establishing, re-engineering and automating Processes to make them

customer centric, efficient and effective

iii. Incessant offering of Products and Services

that are value for money and excite customers

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iv. Providing a Network experience that is

best in the industry

v. Building Reliance into an iconic Brand which

is benchmarked by others and leads industry

in Intention to Purchase and Loyalty

vi. Developing a professional Leadership team

that inspires, nurtures talent and

propagates RCOM Values by

personal example

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1.4. PRODUCTS AND SERVICES OF RELAINCE COMMUNICATION

1.4.1. Indias leading integrated telecom company Reliance Communications is the

flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed onthe National Stock Exchange and the Bombay Stock Exchange, it is Indias leading

integrated telecommunication company with over 100 million customers.

1.4.2. Our business encompasses a complete range of telecom services covering mobile

and fixed line telephony. It includes broadband, national and international long distance

services and data services along with an exhaustive range of value-added services and

applications. Our constant endeavor is to provide an enhanced customer experience and

achieve customer satisfaction by up scaling the productivity of the enterprises and

individuals we serve.

1.4.3. Reliance Mobile (formerly Reliance India Mobile), launched on 28 December

2002, coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday,

was among the initial initiatives of Reliance Communications. It marked the auspicious

beginning of Dhirubhais dream of ushering in a digital revolution in India. Today, we

can proudly claim that we were instrumental in harnessing the true power of information

and communication, by bestowing it in the hands of the common man at affordable rates.

We endeavor to further extend our efforts beyond the traditional value chain by

developing and deploying complete telecom solutions for the entire spectrum of society.

1.4.4. WirelessReliance Mobile

1.4.4.1. With over 100 million subscribers across India, Reliance Mobile is Indias largest

mobile service brand. Reliance Mobile services now cover over 24,000 towns, 6 lakh

villages, and still counting. We have achieved many milestones in this short journey. In

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2003, AC Nielsen voted Reliance Mobile (formerly Reliance India Mobile) as Indias

Most Trusted Telecom Brand. In July 2003, it created a world record by adding one

million subscribers in a matter of just 10 days through its Monsoon Hungama offer.

What sets Reliance Mobile apart is the fact that nearly 90 per cent of our handsets are

data-enabled, and can access hundreds of Java applications on Reliance Mobile

World.Reliance Mobile has ushered in a mobile revolution by offering advanced

multimedia handsets to the common man at very affordable rates. This innovative low

pricing has increased the number of mobile phone users and its result is clearly reflected

in the meteoric rise in Indias tele-density over the past four years.

Our pan-India wireless network runs on CDMA2000 1x technology, which has superior

voice and data capabilities compared to other cellular mobile technologies. CDMA2000

1x is more cost-effective as it utilizes the scarce radio spectrum more efficiently than

other technologies do. Enhanced voice clarity, superior data speed of up to 144 kbps and

seamless migration to newer generations of mobile technologies are some of its key

differentiators.

1.4.5. R World

1.4.5.1. The R World suite of Reliance Mobile is a unique

Java-based application. Its uniqueness lies in the fact that it

enables complex Internet application to be introduced in

mobile phones effectively and quickly. R World receives

over 1.5 billion page views per month from Reliance

Mobile users World offers a wide array of applications that include hourly news

updates, high quality headline video clips, downloadable multi-lingual ring tones,

seasonal updates including festival specials, city and TV specials, exam results,

astrology, mobile banking, bill payment. With over 150 data applications offering

varied services - unique to any wireless service in India - R World is truly a treasure

house of knowledge, information, entertainment and commerce.

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1.4.6. Broadband Wired to win

1.4.6.1. The successful rolling out of real broadband services across the nation marks

the second chapter of Reliance Communications commitment to usher in a digital

revolution in India. Reliance Communications is setting new standards for the world

to follow through inventive use of cutting-edge technologies in the field of fibre

optics, Ethernet, microwave radios, switching, routing, digital compression and

encoding. The mass roll out of broadband being carried out by Reliance

Communications across the length and breadth of the country, offering speeds of up

to 100 Mbps to millions of users, in it is a technological marvel. The uniqueness of

Reliance Communications broadband initiative lies in the fact that our entire

nationwide network is being conceptualized and built from ground zero. It is designed

to deliver affordable quality education, drive governance, transform healthcare,

enhance efficiency in business and finally, generate new job opportunities for

millions of unemployed Indians. Reliance Communications broadband service is set

to revolutionize Indian society by removing the traditional bottlenecks of

development including lack of capital and weak infrastructure, and help tide over the

challenges of distribution in a vast country like India.

1.4.7.E-education

1.4.7.1. The mission of Reliance Communications e-learning initiatives is to bring

world-class education to the doorstep of every Indian home. Utilising our pan-India

optical fibre and retail network, educational institutions can reach out to large

sections of students which otherwise would be very difficult to contact.

Leveraging our robust broadband infrastructure two top Indian management schools

the Xavier Institute of Management, Bhubaneshwar and XLRI, Jamshedpur are

imparting fully interactive real-time courses across 105 cities.

The Indian market possesses tremendous potential yet to be tapped. Utilising our real

broadband connectivity, educational institutions can source the best educational

material from anywhere in the world. Libraries and laboratories around the world can

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be cross-linked making way for seamless exchange of information and expertise.

Digital workplaces Physical distance or proximity is now a thing of the past. Reliance

Communications real broadband connectivity has changed the dynamics of work.

Our video conferencing service acts as a virtual bridge between professionals

working at different office locations across the world.

1.4.8.E-healthcare

1.4.8.1. Reliance broadband is set to offer timely quality healthcare facilities at very

affordable rates to large sections of the Indian population irrespective of their

geographical location. Our broadband connectivity is committed to usher in a new

generation of online healthcare delivery system.

Access to advance medical expertise can no longer be constrained by geography. A

patient can seek medical advice sitting in the comforts of home. Doctors can attend to

patients anywhere in the world on real-time basis. At the click of the mouse, medical

records and documents can be digitally dispatched thousands of miles away.

Recently, the Apollo Group of Hospitals joined hands with Reliance Communications

to offer its top-of-the-line healthcare facilities online to the benefits of millions of

Indians.

1.4.9. Integrated Enterprise Solution

1.4.9.1. Reliance Communications Integrated Enterprise Solution offering is

currently being rolled out in 30 cities across India. It consists of an integrated voice,

data and video solution. Our target is to expand its service to cover the entire country

eventually. For Indian enterprises, our convergent voice-data-video solution

framework, delivered through fibre-to-the-building (FTTB) architecture introduces

true broadband connectivity. Our enterprise broadband is delivered using Metro

Ethernet technology. However, based on specific customer requirement other high-

end technologies including Digital Subscriber Line (DSL), Local Multipoint

Distribution Services (LMDS) and Integrated Service Digital Network (ISDN) are

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also being deployed. As per specific requirements of enterprises we provide

customized solutions be it a simple voice solution or complex data solutions that

involves nationwide networking of all branches, sales and field executives, vendors,

suppliers and customers at data speeds scalable from 64 Kbps to 100 Mbps. Reliance

Communications core broadband products include MPLS based VPN, leased lines,

Gigabit Internet connectivity, video conferencing and video telephony.

1.4.10. Networking

1.4.10.1. Global network Reliance Communications is a National Long Distance

(NLD) and International Long Distance (ILD) service provider, rendering national

and international transport links between other telecommunication service providers'

networks. It is also an infrastructure provider for end-to-end bandwidth requirements

as well as providing dark duct and dark fibre on lease to service providers and

companies. The acquisition of Flag Telecom by Reliance in January 2004 has

strengthened the bouquet of our service offerings to national and global service

providers and companies. Our wholesale customers include Indian and international

telephony service providers, Internet service providers, long-distance carriers, call

centre operators, multinational companies, business process outsourcing (BPO)

companies, IT-enabled service (ITES) providers and government and quasi-

government organizations.

Highlights of International and National Long Distance (ILD & NLD) services

i. ILD gateways in Mumbai, Delhi, Chennai, Kolkata and Ernakulam.

ii. International Points of Presence (PoPs) in New York, Los Angeles,

London and Hong Kong integrated seamlessly with domestic

gateways.

iii. Submarine fibre cable network connecting gateways to India in ring

architecture for resilience.

iv. Satellite route for media diversity.

v. Centralized NOC for International and National network

management

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vi. TDM and VoIP based interconnect.

vii. Domestic and international data leased circuit.

viii. Value added services MPLS IP-VPN, FR, ATM.

ix. International capacity built to manage >250 mn minutes per month.

1.4.10.3. Highlights of FLAG Telecom network

i. Global optic fibre network of 52,000 kms spanning four continents

ii. Customer base of over 180 international carriers including the top

ten.

iii. Global bandwidth, IP, Internet, Ethernet and co-location services.

iv. Low latency global MPLS based IP network connecting world's

principal international

v. Internet exchanges.

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1.5. FUNCTIONAL AREAS OF RELIANCE COMMUNICATION

1.5.1. BFSI DEPARTMENT: he dynamism of the Banking, Financial Services, and

Insurance industry (BFSI) has demanded high level of agility, robustness andeffective solutions. Statutory and regulatory requirements need organizations in BFSI

to be extra cautious while servicing their clients. The end-user experience is

increasingly becoming a market differentiator for these firms. To tap better contact

management, lower cost and global presence, firms are looking at contact center

providers to help run day-to-day transactions. Significant amount of regulated and

unregulated activities, with adequate control on risk and compliance are being

outsourced

Key Challenges

i. Data security & data updation availability at all times

ii. Business continuity with disaster recovery during natural as well as

manmade crisis

iii. Quick resolution of issues and continuous support for infrastructure

deployed

iv. Reaching out investors on a mass scale

v. Work from home for feet on street

1.5.2. RETAIL DEPARTMENT: A department store is a retail establishment which

satisfies a wide range of the consumer's personal and residential durable goods product

needs; and at the same time offering the consumer a choice of multiple merchandise

lines, at variable price points, in all product categories.

Key Challenges

i. Seamless connectivity at all times between POS and head office for

all applications

ii. Reduced total cost without any compromise on facility management

and service quality

iii. Quick rollout to the market of any new POS added

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1.5.3. MANUFACTURING DEPARTMENT: The Manufacturing Department is

recognized internationally for its research, education, training and consultancy

Key Challenges

i. Lower total cost of ownership of telecom infrastructure to increase overall

profitability

ii. Customized, flexible and scalable solutions to increase overall productivity

iii. Minimal administrative management

1.5.4. IT / ITES DEPARTMENT: The Department was created with a view to promote

the use of Information Technology (IT) and act as a promoter/facilitator in the field of

Information Technology in the state and build an IT interface with the rest of the country

and the world.

Key Challenges

i. Rapid technology obsolescence

ii. Regulatory and compliance environment

iii. Ability to innovate cost-effectively and rapidly

iv. Lack of process harmonization and enterprise-wide consolidation

1.5.5. MEDIA AND ENTERTAINMENT DEPARTMENT: The sector consists of

creation, aggregation and distribution of content, products and services, news and

information, advertising and entertainment through various channels and platforms.

The industry is taking initiatives like regional content and distribution platforms

(digital, non-digital and mobile) to enhance customer experience as well as monetize

content. New technologies such as 3G, broadband and mobile infrastructure are also

helping in propelling the growth rate.

Key Challenges

i. Digital distribution and management of heavy size data

ii. Disparate IT systems

iii. Higher production costs

iv. Expensive applications and infrastructure maintenance

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1.5.6. RiTV/HOSPITALITY DEPARTMENT: The term "hospitality management"

refers to a range of occupations and professional practices associated with the

administration of hotels, resorts and other lodging. The responsibilities of hotel

management depend on the hotel and type of job. However, the general objective of

hospitality management jobs is to administer the day-to-day financial, personnel and

customer service operations of a hotel, resort, spa, lodge, inn or other

accommodation.

i. Give your customers more: Complete Interactive Entertainment!

ii. A great consumer experience is the key to success in the hospitality

industry:Now, added to this experience is a state-of-the-art interactive

entertainment solution - RiTV. RiTV is a digital revolution in

entertainment that enables you to offer an exciting and comprehensive

range of interactive services. These include a variety of unique services

such as Movies-on-Demand, Music-on-Demand, MS Office, Digital

Radio and Gaming. Additionally it provides Broadband for high speed

Internet access, Laptop connection, Wi-Fi, Video Conference and many

other features which make for a comfortable stay. Experience the joys of

the latest technology designed to suit your convenience.

1.5.7. INFRASTRUCTURE DEVELOPMENT DEPARTMENT: Reliance

Communications Infrastructure Limited provides Internet services based on the fiber

to the building concept.

Key Challenges

i. Minimal capex

ii. All India reach and global coverage

iii. Over the wire capacity upgrade

iv. Near 100% uptime

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1.5.8. HUMAN RESOURCE DEPARTMENT: The Human Resource Department

deals with management of people within the organization. There are a number of

responsibilities that come with this title. First of all, the Department is responsible for

hiring members of staff; this will involve attracting employees, keeping them in their

positions and ensuring that they perform to expectation. Besides, the Human Resource

Department also clarifies and sets day to day goals for the organization. It is responsible

for organization of people in the entire Company and plans for future ventures and

objectives involving people in the Company.

Key Challenges

i. Access to information from anywhere in the globe

ii. Work from anywhere

iii. Collaboration across time zones

1.5.9. CUSTOMER SERVICE DEPARTMENT: A company's customer service

department handles the concerns of customers. The department answers customers'

questions, attempts to resolve customers' complaints and tries to sell new services to

them. Most companies have a separate customer service department; although in

some cases a receptionist may function as a customer service representative. In

addition to resolving customers' complaints and answering their questions, the

customer service department also takes suggestions from customers who have new

ideas that may improve the image of a company and attract new customers. For

example, a customer may send an email suggesting that a local supermarket increase

the amount of organic products.

Key Challenges

i. Serving customers far and wide 24x7

ii. One number reach for customer

iii. Optimize resource utilization

iv. Answer more customer calls

v. Reach out to customers

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1.5.10 FINANCE DEPARTMENT: The finance department is one of the most

important departments in a business, as it helps provide the financing and accounting

information necessary to make various decisions. However, this department has a role

that encompasses a number of duties. The finance department is responsible for

keeping track of all sales and capital spending at a business. Another responsibility of

the finance department is to provide management with a profit-and-loss statement that

will show the overall strengths or weaknesses of a business. Managers need the most

current information to make the best decisions for their departments. The finance

department has a duty to provide them with the most accurate and timely information

possible. This would include information such as costs to produce a product. The

finance department plays an integral role in helping the business receive the necessary

financing it needs, how the money will be paid back and distributing dividends to

shareholders

Key Challenges

i. Capex-free solutions

ii. Single provider single bill

iii. Minimal travel with maximum saving in time

iv. Administrative convenience

v. Disparate investments in different solutions

1.5.11. GROWTH AND EXPANSION DEPARTMENT: Discovering new knowledge

about products, processes, and services, and then applying that knowledge to create new

and improved products, processes, and services that fill market needs.

Key Challengesi. Network agnostic expansion from domestic to international market reach

ii. Minimal additional capex

iii. All India reach and global coverage

iv. Over the wire capacity upgrade for expansion

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1.6 SIZE IN TERMS OF MANPOWER AND TURNOVER OF

RELIANCE COMMUNICATION

1.6.1. Reliance Communications, formerly known as Reliance Infocomm, along

with Reliance Telecom and Flag Telecom, is part of Reliance Communications

Ventures (RCoVL). It is commonly referred to simply as Reliance (although this

name is used to refer to other Reliance Group companies as well) orRCom. Reliance

Communications Limited, founded by Dhirubhai H Ambani (19322002), is the

flagship company of the Reliance Anil Dhirubhai Ambani Group. The Reliance Anil

Dhirubhai Ambani Group currently has a net worth in excess of 64,000 crore

(US$13.6 billion), cash flows of 13,000 crore ($2.8 billion), and a net profit of

8,400 crore ($1.8 billion). The Equity Shares of RCOM are listed on Bombay Stock

Exchange Limited and National Stock Exchange Limited. The Global Depository

Receipts and Foreign Currency Convertible Bonds are listed on Luxembourg Stock

Exchange and Singapore Stock Exchange respectively.

1.6.2. Reliance Communications is India's foremost and truly integrated

telecommunications service provider. The Company, with a customer base of around

71 million including over 2 million individual overseas retail customers, ranks among

the Top 10 Telecom companies in the world by number of customers in a single

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country. Reliance Communications corporate clientele includes 2,100 Indian and

multinational corporations, and over 800 global, regional and domestic carriers.

Reliance Communications has established a pan-India, next generation, integrated

(wireless GSM ^ CDMA Both ) and wireline), convergent (voice, data and video)

digital network that is capable of supporting best-of-class services spanning the entire

communications value chain, covering over 20,000 towns and 450,000 villages.

Reliance Communications owns and operates the world's largest next generation IP

enabled connectivity infrastructure, comprising over 175,000 kilometers of fiber optic

cable systems in India, USA, Europe, Middle East and the Asia Pacific region.

1.6.3. Reliance at Glance

i. Type: Public

ii. Industry: Telecommunications

iii. Founded: 2004

iv. Founder(s): Dhirubhai Ambani

v. Headquarters Navi Mumbai, Maharashtra, India Area served India

vi. Key people: Anil Ambani (Chairman) Satish Seth (MD)

vii. Products: Wireless, Telephone, Internet, Television, Data Cards,

Recharge Vouchers, VC

viii. Revenue: $4.774 billion (2010)

ix. Net income: $1.061 billion (2010)

x. Total assets: $20.559 billion (2010)

xi. Total equity: $9.776 billion (2010)

xii. Parents: Reliance Anil Dhirubhai Ambani Group

xiii. Employees: 30,974 (2010)

xiv. Subsidiaries: Reliance Telecom Limited, Reliance Globalcom Limited,

Reliance Tech Services, Reliance Communications Infrastructure Limited

(RCIL), Reliance Big TV Limited, Reliance Infratel Limited

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1.7. ORGANIZATION STRUCTURE OF RELIANCE

COMMUNICATION

CHAIRMAN

PRESIDENT

(PERSONAL

BUSINESS)

PRESIDENT

(ENTERPRISES

BUSINESS)

PRESIDENT

(HOME BUSINESS)

SENIOR VICE

PRESIDENT

VICE PRESIDENT

GENERAL

MANAGER

DEPUTY GENERAL

MANAGER

ASSISTANT GENERAL

MANAGER

SENIOR MANAGER

MANAGER

DEPUTY MANAGER

ASST.MANAGER

MANAGEMENT

TRAINING

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1.8. MARKET SHARE AND POSITION OF RELIANCE

COMMUNICATION

1.8.1. Reliance Communications (formerly Reliance

Communications Ventures) is one of India's largest providers

of integrated communications services. The company has

more than 20 million customers and serves individual

consumers, enterprises, and carriers, providing wireless,

wireline, long distance, voice, data, and internet

communications services through a number of operating

subsidiaries. The company sells communications and digital

entertainment products and services through its chain of

Reliance Web World retail outlets. The company's Reliance Infocomm subsidiary

provides wireless communications services throughout India. Reliance

Communications is part of the Reliance - Anil Dhirubhai Ambani Group. The current

network expansion undertaken by Reliance is the largest wireless network expansion

undertaken by any operator across the world. It was with this belief in mind that

Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route

kilometers of a pan-India fibre optic backbone. This backbone was commissioned on

28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though

sadly after his unexpected demise on 6 July 2002. Reliance Communications has a

reliable, high-capacity, integrated (both wireless and wire line) and convergent

(voice, data and video) digital network. It is capable of delivering a range of services

spanning the entire infocomm (information and communication) value chain,

including infrastructure and services for enterprises as well as individuals,

applications, and consulting. Today, Reliance Communications is revolutionizing the

way India communicates and networks, truly bringing about a new way of life. We

will leverage our strengths to execute complex global-scale projects to facilitate

leading-edge information and communication services affordable to all individual

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consumers and businesses in India. We will offer unparalleled value to create

customer delight and enhance business productivity. We will also generate value for

our capabilities beyond Indian borders and enable millions of India's knowledge

workers to deliver their services globally.

1.8.2. This performance has lifted Reliance Communications into the select group of

companies with annualized EBITDA of well over Rs 5,000 crore (US$1.1 billion),

EBITDA margins above 40%, Shareholders Equity of over Rs 20,000 crore (US$4.5

billion), and a Stock market Value of nearly Rs 94,000 crore (over US$21 billion).

Reliance Communications is now one of Asia's most valuable telecom companies.

We remain focused on further strengthening our position within India's rapidly

growing telecom sector, achieving profitable growth, and delivering long term value

for our 2 million shareholders.

1.9 PRESENT LEADERSHIP

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Shri Anil D. Ambani - Chairman

Promoter, non-executive and non-independent Director

Prof. J Ramachandran

Independent Director

Shri S.P. Talwar


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Shri Deepak Shourie


Shri A.K.Purwar


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1.10. STRENGTHS AND WEAKNESSES OF RELIANCE

COMMUNICATION

1.10.1. STRENGTHS OF RELIANCE COMMUNICATION

i. Low Entry Cost

ii. Commission Structure

iii. Fast Activation Process

iv. Reliable Network

v. Better Connectivity

vi. Data GPRSvii. Economies of Scale from Large Subscriber Base

viii. Expertise in a Business Model That Allows It to Maintain High

Profitability from Lower-Yielding Subscribers

1.10.2. WEAKNESSES OF RELIANCE COMMUNICATION

i. Branding Image

ii. Distribution problem

iii. Limited product portfolio- Only Mobile

iv. Lack of Competitive Strength

v. Limited Budget

1.11. OPPURTUNITIES AND THREATS OF RELIANCE

COMMUNICATION

1.11.1. OPPORTUNITIES OF RELIANCE COMMUNICATION

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i. Preference of GSM over CDMA

ii. New Specialist application

iii. Rural Telephony

iv. New Market, Vertical, Horizontal

v. Competitors` Vulnerabilities

1.11.2. THREATS OF RELAINCE COMMUNICATION

i. Political destabilization.

ii. New Entrants

iii. IT Development

iv. Market Demand

v. Seasonality, Weather Effects

1.12. OBJECTIVE OF STUDY

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1.12.1. To study customer satisfaction level on Reliance services.

1.12.2. To analyze the level of awareness about Reliance products.

1.13. SCOPE OF STUDY

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1.13.1. The scope of the study is limited to the post paid services offered by Reliance

Communications. Study objective is to examine the various factors which play their

part in customer buying behavior and the major dissatisfaction areas for the

customers. The study considered the urban area of Delhi. The sample under

consideration consisted of the existing customers of Reliance Communications.

1.13.2. The project I chose was a study on customer awareness and satisfaction for

reliance post paid products. The title is very much significant considering the present

global scenario. The awareness level is the basic requirement for a company to sell its

products in the market because if the customers are not aware of the products, there

would be no sale. Along with the awareness, the companies have to keep a regular

check on the satisfaction level of its customers to retain them. The survey helps to

find out the loopholes is the area of service being offered by the company. Identifying

those areas would help the company to minimize them and then they can go for

increasing customers.

1.14. METHODOLOGY USED FOR DATA COLLECTION

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Type of Research : i. Exploratory Research (It istype of

research conducted for a problem

that has not been clearly defined. It

helps determine the best research

design, data collection method and

selection of subjects.)

ii. Descriptive research (also known

as statistical research, describes

data and characteristics about the

population or phenomenon being

studied.)

Research Question :Customer awareness and satisfaction for post paid productsFor Reliance Communications

Sampling technique i. Convenience sampling (Itis a type

of no probability sampling which

involves the sample being drawn

from that part of the population

which is close to hand. That is, a

sample population selected because

it is readily available and

convenient.)

Sample Size : 100

Samplings Areas : Delhi, Ghaziabad

Primary Data : i. Responses through questionnaires

ii. Conducted personal interviews

with the respondents.

Secondary Data : i. Websites.

ii. News papers

1.15. METHODOLOGY USED FOR DATA ANALYSIS AND

PRESENTATION

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1.15.1.. Microsoft word: Microsoft Word, or Word as it is commonly known, is a

software application that allows you (the user) to perform word processing. Microsoft

Word contains many tools that the computeruser can utilize to make the creation of

electronic documents easier. Popular tool include spell checker, automatic grammar

checking and the thesaurus.

1.15.2. Microsoft excel: - Excel is an electronic spreadsheetprogram that can be used

for storing, organizing and manipulatingdata. The intersection point between a

column and a row is a small rectangular box known as a cell. A cell is the basic unit

for storing data in the spreadsheet. Because an Excel spreadsheet contains thousands

of these cells, each is given a cell or address to identify it. It mainly includes:

1.15.2.1. Pie chart: This is very useful diagram to represent data, which are

divided into a number of categories. This diagram consists of a circle of divided into a

number of sectors, which are proportional to the values they represent. The total value

is represented by the full create. The diagram bar chart can make comparison among

the various components or between a part and a whole of data.

1.15.2.2. Bar Graph: Bar chart or bar graph is a chart with rectangular bars with

lengths proportional to the values that they represent. The bars can be plotted

vertically or horizontally. Bar charts are used for plotting discrete (or 'discontinuous')

data i.e. data which has discrete values and is not continuous. Some examples of

discontinuous data include 'shoe size' or 'eye color', for which you would use a bar

chart. In contrast, some examples of continuous data would be 'height' or 'weight'. A

bar chart is very useful if you are trying to record certain information whether it is

continuous or not continuous data.

CHAPRTER-2: DATA REDUCTION ANDPRESENTATION

2.1. AGE GROUP OF RESPONDENTS

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20-25

40%

25-35

29%

35-4516%

above 45

15%

20-2525-35

35-45

above

Figure1: Figure showing age group of respondents

Table1: Table showing age group of respondents

Age Group of Respondents Number of Respondents20-25 40

25-35 29

35-45 16

Above 45 15

TOTAL 100

2.2. OCCUPATION OF RESPONDENTS

Students

34%

Businessmen

52%

Govt. Service

10%

Professionals

4%

Students

Businessm

Govt. Servi

Profession

Figure2: Figure showing occupation of respondents

Table2: Table showing occupation of respondents

Occupation of Respondents Number of Respondents

Students 34

Businessmen 52

Government Service 10

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Professionals 4

TOTAL 100

2.3. PURPOSE OF USING PHONE/INTERNET BEING USED FOR:

Bus ines

54%

Offici

10%

Person

36% Bus in

Officia

Pe rso

Figure 1 : Figure showing purpose of the use of phone/internet

Table 3: Table showing purpose of the use of phone/internet

Purpose of the use of phone/internet Number of Respondents

Personal 54

Business 10

Official 36

TOTAL 100

2.4. THE RELIANCE POSTPAID CONNECTIONS CUSTOMERS AWARE OF:

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RIM Post Paid,

92

FWP, 60

Broadband, 74

HSDC, 47

0

10

20

30

40

50

60

70

80

90

100

RIM Post Paid FWP Broadband HSDC

Serie

Figure4: Figure showing Reliance Postpaid Connections Customers aware of

Table4: Table showing Reliance Postpaid Connections Customers aware of

Reliance Postpaid Connections customer aware of Number of RespondentsRIM Post Paid 92

FWP 60

Broad Band 74

HSDC 47

TOTAL 100

2.5. HOW RESPONDENTS CAME TO KNOW ABOUT THE PRODUCTS

Television

52%Print

34%

Sales

Executives

5%

Friends and

existing users

9%Television

Print

Sales Executives

Friends and existi

users

Figure 5: Figure showing how respondents came to know about the product

Table5: Table showing how respondents came to know about the product

How respondents came to know about the product Number of Respondents

Television 52

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Print 34

Sales Executives 5

Friends & existing users 9

TOTAL 100

2.6. PRODUCTS CONSUMERS ARE USING

RIM Post Paid

13%

FWP

41%Broadband

20%

HSDC

26% RIM Post P

FWP

Broadband

HSDC

Figure6: Figure showing products consumers are using

Table6: Table showing products consumers are using

Products consumers are using Number of Respondents

RIM Post Paid 13

FWP 41

Broadband 20HSDC 26

TOTAL 100

2.7. CONSUMERS SATISFIED WITH THE SERVICE PROVIDED BY THE

COMPANY

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Fully Satisfied

38%

Partially

Satisfied

51%

Not Satisfied

11%Fully Satisfied

Partially Satisfi

Not Satisfied

Figure7: Figure showing consumers satisfied with the service provided by the company

Table7: Table showing consumers satisfied with the service provided by the company

Consumers Satisfied with the services provided

by the company

Number of Respondents

Fully Satisfied 38

Partially Satisfied 51

Not Satisfied 11

TOTAL 100

2.8. MAJOR REASONS OF DISSATISFACTION

Poor quality of

signals/network

15%

Poor voice

quality

4%

Higher cost

27%

Slow speed

13%

Billing errors

19%

Poor customer

care service

22%

Poor quality of

signals/network

Poor voice quality

Higher cost

Slow speed

Billing errors

Poor customer care

service

Figure8: Figure showing major reasons of dissatisfaction

Table8: Table showing major reasons of dissatisfaction

Major reasons of dissatisfaction Number of Respondents

Poor quality of signals/network 15

Poor voice quality 4

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Higher Cost 27

Slow Speed 13

Billing Errors 19

Poor customer care service 22

TOTAL 100

2.9. PRODUCTS INFORMED BY SALES EXECUTIVES WHEN THEY VISITS

CUSTOMERS

RIM Post Paid,

73

FWP, 59

Broadband, 41

HSDC, 46

0

10

20

30

40

50

60

70

80

RIM Post Paid FWP Broadband HSDC

Serie

Figure9: Figure showing products informed by sales executives when they visitscustomers

Table9: Table showing products informed by sales executives when they visits customers

Products Informed by sales executives

when they visits customers


RIM Post Paid 73FWP 59

Broadband 41

HSDC 46

TOTAL 100

2.10. CHANNELS PREFER TO BUY BY CONSUMERS IN

TELECOM/INTERNET SERVICES

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Figure 10: Figure showing channels prefer by consumers in Telecom/Internet Services

Table 10: Table showing channels prefer by consumers in Telecom/Internet Services

Channels prefer by consumers in

Telecom/Internet Services


Home Delivery 18

Customer Care 57

Online 9

Franchisee and Utility Shops 16

TOTAL 100

2.11. SERVICES LOOK BEFORE CHOOSING THE PRODUCT

Home delivery

18%

Customer care

57%

Online

9%

Franchisee &

Utility shops

16%Home delivery

Customer care

Online

Franchisee & utility shops

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Price, 84

Connectivity, 46Speed, 51

Value added

service, 23

After sales

service, 62

0

10

20

30

40

50

60

70

80

90

Price Connectivity Speed Value added

service

After sales

service

Series

Figure 11: Figure showing services look before choosing the product

Table 11: Table showing services look before choosing the product

Services look before choosing the product Number of Respondents

Price 84

Connectivity 46

Speed 51

Value Added Services 23

After Sale Services 62

TOTAL 100

2.12. IF PRICE AND MOBILITY IS NOT A CONCERN THEN CUSTOMERS

PREFER TO BUY

Land line phone,

6

Fixed wireless

phone, 17

Mobile based on

GSM

technology, 77

Mobile based on

CDMAtechnology, 0

Land line phone

Fixed wireless phone

Mobile based on GSM

technology

Mobile based on CDMA

technology

Figure12: Figure showing Consumer Preference if Price and mobility is not a concern

Table 12: Table showing Consumer Preference if Price and mobility is not a concern

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Consumer Preference If Price and mobility is not a

concern

Number of

Respondents

Land Line Phone 6

Fixed Wireless Phone 17

Mobile Based GSM Technology 77

Mobile Based CDMA Technology 0TOTAL 100

2.13. CUSTOMERS LIKE TO RECOMMEND RELIANCE SERVICES TO

OTHERS

yes

63%

no

37%

y

n

Figure13: Figure showing Customers like to recommend Reliance Services to others

Table 13: Table showing Customers like to recommend Reliance Services to others

Customer like to recommend Reliance

Services to others

Number of respondents

Yes 63

No 37

TOTAL 100

2.14. RATING OF SERVICES ON THE CUSTOMER SATISFACTION

2.14.1. SATISFACTION LEVEL OF NETWORK

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Excellent

11%Very good

18%

Good

21%

Average

32%

Poor

18%Excelle

Very go

Good

Average

Poor

Figure 14: Figure showing satisfaction level to network

Table 14: Table showing satisfaction level to network

Satisfaction Level No. of respondentsExcellent 11

Very good 18

Good 21

Average 32

Poor 18

TOTAL 100

2.14.2. SATISFACTION LEVEL OF SMS RATES

Excellent

5%Very good

27%

Good

41%

Average

18%

Poor

9%Excelle

Very go

Good

Average

Poor

Figure 15: Figure showing satisfaction level to SMS Rates

Table 15: Table showing satisfaction level to SMS RatesSatisfaction Level No. of respondents

Excellent 5

Very good 27

Good 41

Average 18

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Poor 9

TOTAL 100

2.14.3. SATISFACTION LEVEL OF NEW SCHEMES AND OFFER

Excellent

6% Very good

20%

Good

27%

Average

34%

Poor

13%Excelle

Very go

Good

Average

Poor

Figure 16: Figure showing satisfaction level of New Schemes and Offer

Table 16: Table showing satisfaction level of New Schemes and Offer

Satisfaction Level No. of respondents

Excellent 6

Very good 20

Good 27

Average 34

Poor 13TOTAL 100

2.14.4. SATISFACTION LEVEL OF INTERNET SPEEDS

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Excellent

9% Very good

15%

Good

46%

Average

17%

Poor

13%

Excelle

Very go

Good

Average

Poor

Figure 17: Figure showing satisfaction level of Internet Speeds

Table 17: Table showing satisfaction level of Internet SpeedsSatisfaction Level No. of respondents

Excellent 9

Very good 15

Good 46

Average 17

Poor 13

TOTAL 100

2.14.5. SATISFACTION LEVEL OF COST

Excellent

2%Very good

14%

Good

16%

Average

63%

Poor

5% Excelle

Very go

Good

Average

Poor

Figure 18: Figure showing satisfaction level of Cost

Table 18: Table showing satisfaction level of CostSatisfaction Level No. of respondents

Excellent 2

Very good 14

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Good 16

Average 63

Poor 5

TOTAL 100

2.14.6. SATISFACTION LEVEL OF CUSTOMER CARE

Excellent

0%Very good

14%

Good

23%

Average

31%

Poor

32%Excelle

Very go

Good

Averag

Poor

Figure 19: Figure showing satisfaction level of Customer Service

Table 19: Table showing satisfaction level of Customer ServiceSatisfaction Level No. of respondents

Excellent 0

Very good 14

Good 23

Average 31

Poor 32

TOTAL 100

2.14.7. SATISFACTION LEVEL OF RECHARGE OUTLETS

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Excellent

10%

Very good19%

Good

51%

Average

13%

Poor

7%

ExcelleVery go

Good

Average

Poor

Figure 20: Figure showing satisfaction level of Recharge Outlets

Table 20: Table showing satisfaction level of Recharge OutletsSatisfaction Level No. of respondents

Excellent 10

Very good 19

Good 51

Average 13

Poor 7

TOTAL 100

2.14.8. SATISFACTION LEVEL OF CALL RATES

Excellent

6%Very good

10%

Good

54%

Average

30%

Poor

0%Excelle

Very go

Good

Averag

Poor

Figure 21: Figure showing satisfaction level of Call ratesTable 21: Table showing satisfaction level of Call rates

Satisfaction Level No. of respondents

Excellent 6

Very good 10

Good 54

Average 30

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Poor 0

TOTAL 100

2.14.8. SATISFACTION LEVEL OF VALUE ADDED SERVICES

Excellent

43%

Very good

39%

Good

11%

Average

7%

Poor

0%Excelle

Very go

Good

Averag

Poor

Figure 22: Figure showing satisfaction level of Value Added Services

Table 22: Table showing satisfaction level of Value Added ServicesSatisfaction Level No. of respondents

Excellent 43

Very good 39

Good 11

Average 7

Poor 0

TOTAL 100

CHAPTER-3: DATA ANALYSIS

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3.1. Data Analysis is a process of inspecting, cleaning, transforming, and modeling data

with the goal of highlighting useful information, suggesting conclusions, and supportingdecision making. Analysis of data is a process of inspecting, cleaning, transforming, andmodeling data with the goal of highlighting useful information, suggesting conclusions,and supporting decision making. Data analysis has multiple facets and approaches,encompassing diverse techniques under a variety of names, in different business, science,and social science domains. Data Interpretation can be defined as "the application ofstatistical procedures to analyze specific observed or assumed facts from a particularstudy". It is very important to understand how to interpret data in order to do well in thesetests. An interpretation question will usually contain a chart or a graph. It will alsocontain some data or even sets of data which the student has to analyze and come to aconclusion. Now the Data Analysis from the Figures:

i. From Figure 1 and Table 1 we can see the respondents are mainly in the agegroup of 20-25 as they occupy 40% of the pie diagram then it is from the agegroup 25-35 and the least number of respondents are above 45 years

ii. From Figure 2 and Table 2 we can easily interpret that most of therespondents are businessmen (52%) who needs phone for the businesspurposes and then 34% of the pie diagram occupied by the students and theleast number of responses come from the professionals

iii. From Figure 3 and Table 3 we can conclude that mostly the phone or theinternet used for the business purpose(54%) then the personal purposes(36%)and the least percentage is occupied for the official purposes as only 10persons replied in favor of using internet and phone for official purposes.

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iv. Figure 4 and Table 4 clearly states that consumers are mostly aware of theRIM postpaid connections and broadband services provided by RelianceCommunication as 92% and 74% respectively respondents occupy the pie-chart but they are least aware of the HSDC services provided by the RelianceCommunication.

v. Figure 5 and Table 5 concluded that the television makes the respondentsaware of the product as they occupy more than 50 percent of the pie chart andthe sales executives and friends and existing users cannot generate morecustomers.

vi. As per Figure 6 and Table 6 consumers are mostly using the FWP service ofReliance communication and even if the respondents are aware of the RIM

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Postpaid connection and Broadband services the users are less as compared toFWP and HSDC services

vii. Figure 7 and Table 7 shows consumers are partially satisfied by theReliance services as 51% of people agreed to this but 11% of respondents arenot satisfied with the Reliance services.

viii. Figure 8 and Table 8 interprets that the major reasons of customerdissatisfaction is due to the higher cost (27%) ,poor customer services(22%),billing errors(19%) and poor signals and errors(17%)

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ix. Figure 9 and Table 9 shows sales executives mainly inform the consumersabout the RIM Postpaid connections and FWP as they occupy 73% and 59%respectively of the pie chart but consumers are not aware of Broad band andHSDC services.

x. Figure 10 and Table 10 interprets most preferable services by customer isthe customer care services which occupies 57% of the pie diagram andcustomers are least bother about the online services provided by the onlineservices.

xi. Figure 11 and Table 11 concluded that mostly consumers prefer RelianceCommunication because of the price as it covers 84 people, after sale servicesas 62% respondents require this but they are least bother about the valueadded services provided by the company.

xii. Figure 12 and Table 12 shows that consumers mostly prefer the MobileBased GSM Technology as it covers 77 consumers out of the total sample100 consumers but they do not prefer Mobile Based CDMA Technology atall.

xiii. Figure 13 and Table 13 concluded mostly consumers like to recommendReliance to the other people as it covers 63% of the respondents

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xiv. Figure 14 and Table 14 shows customers are neither highly satisfied nordissatisfied but they are partially satisfied with the network of RelianceCommunication as 32 respondents agreed to it. So Reliance needs to workupon the network connection.

xv. Figure 15 and Table 15 shows that customers are satisfied with the SMSrates as mostly selected the Good option out of all the options given to them.

xvi. Figure 16 and Table 16 shows customers are neither highly satisfied nordissatisfied but they are partially satisfied with the new schemes and offers ofReliance Communication as 34 respondents agreed to it. So Reliance needs tofind new attractive offers for the customers.

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xvii. Figure 17 and Table 17 shows customers are neither highly satisfied nordissatisfied but they are partially satisfied with the internet speeds of RelianceCommunication as 46 respondents agreed to it.

xviii. Figure 18 and Table 18 shows customers are neither highly satisfied nordissatisfied but they are partially satisfied with the internet speeds of RelianceCommunication as 63 respondents agreed to it.

xix. Figure 19 and Table 19 shows respondents are not at all satisfied with thecustomer services provided by reliance Communication as 32 respondents

agreed to this option. So, reliance needs to work upon enhancing the skillsand knowledge of the executives to serve better to the customers.

xx. Figure 20 and Table 20 shows customers are neither highly satisfied nordissatisfied but they are partially satisfied with the Recharge outlets ofReliance Communication as 51 respondents agreed to it

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xxi. Figure 21 and Table 21 shows customers are neither highly satisfied nordissatisfied but they are partially satisfied with the call rates of RelianceCommunication as 54 respondents agreed to it

xxii. Figure 22 and Table 22 concluded that consumers are already highlysatisfied with the value added services of Reliance so the company needs towork in the other areas rather than working on the value added services.

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Chapter 4: SUMMARY AND CONCLUSION

4.1. RESULTS OF THE STUDY

i. 44% of the respondents are between the age group 20 25, 32% of the

respondents are between the age group 25 35, 18% of the respondentsare between the age group 35 45 and 6% of the respondents are above 45

years of age.

ii. 34% of the respondents are Students, 52% of the respondents are

Businessmen, 10% of the respondents are from Government Services and

4% of the respondents are Professionals.

iii. 54% of the respondents are using Phone/internet for business purpose,

10% of the respondents are using Phone/internet for official purpose, and

36% of the respondents are using Phone/internet for personal purpose.

iv. 92% of the respondents are aware of RIM Post Paid, 60% of the

respondents are aware of FWP, 74% of the respondents are aware of

Broadband and 47% of the respondents are aware of HSDC.

v. 52% of the respondents came to know about the products through

television, 34% of the respondents came to know about the products

through print, 5% of the respondents came to know about the products

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through sales executives and 9% of the respondents came to know about

the products through friends and existing users.

vi. 13% of the respondents were using RIM Post Paid, 41% of the

respondents were using FWP, 20% of the respondents were using

Broadband, and 26% of the respondents were using HSDC.

vii. 38% of the respondents were fully satisfied with the services, 51% of

the respondents were partially satisfied with the services, and 11% of the

respondents were not satisfied with the services.

viii. 15% of the respondents were dissatisfied by poor signals/network, 4%

of the respondents were dissatisfied by poor voice quality, 27% of the

respondents were dissatisfied by higher cost of services, 13% of the

respondents were dissatisfied by slow speed, 19% of the respondents were

dissatisfied by the billing errors and 22% of the respondents were

dissatisfied by poor customer care service.

ix. 73% of the respondents were told about the RIM Post Paid by the

visiting sales executives, 59% of the respondents were told about the FWP

by the visiting sales executives, 41% of the respondents were told about

the broadband by the visiting sales executives and 46% of the respondents

were told about the HSDC by the visiting sales executives.

x. 18% of the respondents would prefer to buy the service through home

delivery, 57% of the respondents would prefer to buy the service through

customer care, 9% of the respondents would prefer to buy the service

online and 16% of the respondents would prefer to buy the service through

franchisee & utility shops.

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xi. 84% of the respondents consider price before choosing the product, 46%

of the respondents consider connectivity before choosing the product, 51%

of the respondents consider speed before choosing the product, 23% of the

respondents consider value added services before choosing the product

and 62% of the respondents consider after sales service before choosing

the product.

xii. 6% of the respondents would buy land line phone, if price and mobility

is not a concern, 17% of the respondents would buy fixed wireless phone,

if price and mobility is not a concern, 77% of the respondents would buy

mobile based on GSM technology, if price and mobility is not a concern

and 0% of the respondents would buy mobile based on CDMA

technology, if price and mobility is not a concern.

xiii. 63% of the respondents would recommend reliance services to others

and 37% of the respondents would not recommend reliance services to

others

xiv. 11% of the respondents rated excellent for the network, 18% of the

respondents rated very good for the network, 21% of the respondents rated

good for the network, 32% of the respondents rated average for the

network and 18% of the respondents rated poor for the network.

xv. 5% of the respondents rated excellent for SMS rates, 27% of the

respondents rated very good for SMS rates, 41% of the respondents rated

good for SMS rates, 18% of the respondents rated average for SMS rates

and 9% of the respondents rated poor for SMS rates.

xvi. 6% of the respondents rated excellent for new schemes and offers, 20%

of the respondents rated very good for new schemes and offers, 27% of the

respondents rated good for new schemes and offers, 34% of the

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respondents rated average for new schemes and offers and 13% of the

respondents rated poor for new schemes and offers.

xvii. 9% of the respondents rated excellent for internet speed, 15% of the

respondents rated very good for internet speed, 46% of the respondents

rated good for internet speed, 17% of the respondents rated average for

internet speed and 13% of the respondents rated poor for internet speed.

xviii. 2% of the respondents rated excellent for cost, 14% of the respondents

rated very good for cost, 16% of the respondents rated good for cost, 63%

of the respondents rated average for cost and 5% of the respondents rated

poor for cost.

xix. 0% of the respondents rated excellent for customer care, 14% of the

respondents rated very good for customer care, 23% of the respondents

rated good for customer care, 31% of the respondents rated average for

customer care and 32% of the respondents rated poor for customer care.

xx. 10% of the respondents rated excellent for recharge outlets, 19% of the

respondents rated very good for recharge outlets, 51% of the respondents

rated good for recharge outlets, 13% of the respondents rated average for

recharge outlets and 7% of the respondents rated poor for recharge outlets.

xxi. 7% of the respondents rated excellent for call rates, 11% of the

respondents rated very good for call rates, 59% of the respondents rated

good for call rates, 33% of the respondents rated average for call rates and

0% of the respondents rated poor for call rates.

xxii. . 43% of the respondents rated excellent for value added services, 39% of

the respondents rated very good for value added services, 11% of the

respondents rated good for value added services, 7% of the respondents

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rated average for value added services and 0% of the respondents rated

poor for value added services

4.2. LIMITATIONS

i. The study was restricted to only those clients who were related to Reliance

Communications products.

ii. The study was confined within specific regions of Delhi only.

iii. The sample size was limited so the results obtained from the study may not

be generalized for the whole population.

iv. The time period of the study was not sufficient to measure the consumers

response effectively and reach to a more valid conclusion.

v. Many of the respondents may not have given the correct information due to

personal bias.

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4.3. SUGGESTIONS AND CONCLUSION

4.3.1. SUGGESTIONS

i. The company should emphasize more on the spreading the awareness for

their products because the level of awareness of their FWP, Broadband,

HSDC is very low.

ii. The sales executives should play a major part in spreading awareness

because only 5% of the people came to know about the products through sales

executives. Sales executives may also help the company generating prospects,

hence sales for the company.

iii. The RIM post paid has seen a major decline in its users because of the tough

competition given by the prepaid services. Hence the company should now

focus more on the internet services as there is a huge market for them to

cover.

iv. Around 2/3

rd

of the people are dissatisfied and majority of them reasons arepoor customer care service, billing errors and higher cost. So the company

should train their employees properly so that they have sufficient knowledge

about the products and the bills should be made more transparent so that the

customers could easily understand them.

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v. The sales executives are not properly trained as they could not explain the

schemes properly so they just try to tell to the customer about their RIM postpaid service and not about other three services. This is the main reason for the

lack in sales of their internet services.

vi. A majority of the customers look for the price and after sales services before

choosing the products. So the company should plan accordingly to increase

their sales.

vii. As seen from the survey results, more than 3/4th of the population prefer to

buy a mobile based on GSM technology. So the newly launched GSM based

mobile phones should be promoted accordingly.

viii. Half of the population interviewed rated either average or poor for the

network. So network can be improved by planting more towers in different

parts of the city where the company does not have the signals.

ix. More than 3/4th of the population does not like the new schemes and offers

introduced by the company. So a proper survey should be conducted and more

attractive and useful schemes must be introduced.

x. The cost of the products is too high for the customer to buy them. Moreover

the major problem is that several packs are activated without any prior

intimation and their price is included in the bills later, which is the major

reason for dissatisfaction.

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xi. Around 2/3rd of the people gave average or poor ratings to the customer care

and said that their complaints are either not heard or they are dealt very late.

xii. The company should emphasize more on reducing the call rates and

introducing attractive value added services which would help them improve

their sales.

4.3.2. CONCLUSION

As there is a healthy competition given by the existing players in the industry, lack or

degradation in any of the services may affect the company badly. With the excellent rural

awareness and rural market share in telecom services, the company should also try to

boost up their urban market share. This could only be done with the help of a team of

properly trained and dedicated employees. Moreover there is a huge market for the

internet sector which can be captured by giving the customer, the services according to

their needs.

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BIBLIOGRAPHY

Websites

i. http://www.indiaonestop.com/fdi-telecom.htm

ii. http://www.trai.gov.in/Default.asp

iii. http://www.rcom.co.in/webapp/Communications/rcom/index.jsp

iv. http://trak.in/Tags/Business/category/telecommunication/

Books

i. Gupta, C.B. ., Human Resource Management (third edition), Sultan Chand

& Sons, Eleventh editions. Page no. 9.4-9.8, 21.2-21.3, 2, and 22.2

ii. Chhabra. , T. N. Human Resource Management, Dhanpat Rai & Co (P)Ltd.

India, ninth edition.

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ANNEXURE

PERSONAL DETAILS

1) Name:2) Age:3) Gender:4) Address:5) Contact Number:6) Phone/Internet is used for following purpose:

a) Business b) Official c) Personal

Q1. Which of the following Reliance post paid products are you aware of?1). Reliance India Mobile (RIM Post Paid)2). Fixed Wireless Phone (FWP)3). Broadband4). High Speed Data Card (HSDC)

Q2. How did you come to know about the products?1). Television2). Print3). Sales Executives4). Friends and Existing Users5). Other (Please Specify)

Q3. Which of the following products are you using?1). Reliance India Mobile (RIM Post Paid)2). Fixed Wireless Phone (FWP)3). Broadband4). High Speed Data Card (HSDC)

Q4. Are you satisfied with the service provided by the subscriber?1). Fully Satisfied

2). Partially Satisfied3). Not Satisfied

Q5. If your response to the above is partially satisfied or not satisfied, then what arethe reasons for your dissatisfaction?

1). Poor Quality of Signals/Network2). Poor Voice Quality3). Higher Cost

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4). Slow Speed5). Billing Errors6). Poor Customer Care Service7). Any Other (Please Specify)

Q6. When a sales executive comes to you, which of the following products does himFrequently tells about?

1). Reliance India Mobile (RIM Post Paid)2). Fixed Wireless Phone (FWP)3). Broadband4). High Speed Data Card (HSDC)

Q7. What channel would you prefer to buy a telecom/internet service?1). Home Delivery2). Customer Care

3). Online4). Franchisee & Utility Shops

Q8. Which of the following service you look before choosing the product?1). Price2). Connectivity3). Speed4). Value Added Services5). After Sales Service6). Any Other (Please Specify) ..

Q9. If Price and mobility is not a concern, which of the following would you prefer?to buy?

1). Land Line Phone2). Fixed Wireless Phone3). Mobile based on GSM Technology4). Mobile based on CDMA

Project Apurv

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Transcript of Project Apurv