Sip report on imrb

A project report

on

Customer Satisfaction study for Reliance Communication: a explorative study done by IMRB

international, Bhubaneswara project report submitted to

Regional College of Management Autonomousin partial fulfillment for

PGDM degree

Submitted By:Prafulla Kumar panda

Regd no. – 1001247099

Project guide Faculty guide Mrs.Unmita jena (Field Manager) Prof. Soumendra K Patra (OM)IMRB International, Bhubaneswar Asst. Professor, RCMA, Bhubaneswar

REGIONAL COLLEGE OF MANAGEMENT AUTONOMOUS

BHUBANESWAR, ORISSA

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DECLARATION

I, Prafulla Kumar Panda, pursuing MBA (Master of Business Administration) from Regional College

of Management Autonomous, Bhubaneswar, do hereby declare that this project on “CUSTOMER

SATISFACTION STUDY FOR RELIANCE COMMUNICATION” undertaken by me is a true

work of myself and is not submitted to any other university or published at any other time before the

purpose of any degree. All data regarding IMRB International is solely meant for academic use only.

Place:

Date: Prafulla Kumar panda Regd. No. 1001247099

ACKNOWLEDGEMENT2

The successful completion of the present research work conducted by me has been possible

under the able and sincere guidance of Mrs.Unmita jena (Field Manager, IMRB) his persistent

supervision and cooperation has been the source of inspiration for me carries the survey. My

deepest gratitude to him and Mr. Chandan Nayak (Field Executive, IMRB) and Mr. Manas

Ranjan Sahoo (Team leader) for making my task easier with their profound advice which has

been of immense value to me.

At last I thanks to all respondents, whom I interviewed and who has given me their valuable time

and views regarding this topic and they has helped me to understand the issues related to this

topic.

Prafulla kumar panda

Regd. No. 1001247099

3

Table of contentChapter-I Page No.

1.1 Introduction

1.2 Background of the study

1.3 Objectives of the study

1.4 Scope of the study

Chapter-II

2.1 Secondary Literature Review

2.2 Marketing as a concept

2.3 Marketing Research

Chapter-III

3.1 Company Profile – IMRB

3.2 Introduction to the company

3.3 IMRB International

3.4 Clients of IMRB International

3.5 Company’s Vision & Mission

Chapter-IV

4.1 Research Methodology

4.2 Data Source

4.3 Sampling

4.4 Data Collection

4.5 Sampling Methodology

4.6 Limitations and future research

Chapter-V Data Analysis & Interpretation

5.1 Data Analysis & Interpretation

5.2 Findings

Chapter-VI Suggestion & Conclusion.

6.1 Suggestion4

6.2 Conclusion

Appendix :

Bibliography

Questionnaire

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CHAPTER-1

1.1 INTRODUCTION

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1.2 Background of the Study

As the Title of the project suggests, CUSTOMER SATISFACTION STUDY FOR RELIANCE

COMMUNICATION “This project is all about customer satisfactions of reliance communication.

The population of this city growing rapidly so as the market size. Due to the technological advance

changing preference of the consumers. There is cut and throat competition in the market. As the per

capita income of the city is increasing, it leads to betterment in living standard of people, it provide

ample opportunity for the telecom companies to increase their market penetration. Since every

company wants to enjoy the major market share, so it became indispensible for all the existing

companies to make strategic and tactical moves frequently.

It is India’s leading integrated telecommunication company with over 77million customers. 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

endeavour is to achieve customer delight by enhancing the productivity of the enterprises and

individuals we serve.

Objective of the study:

The following are the objectives of the study.

1. To study the problems faced by the respondents with Reliance Post-paid service and prepaid

service

2. To study customer satisfaction level on Reliance services.

3. To find out consumer preferences.

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

5. To make suggestions in the light of the findings of the study

Significance of the study:

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 7

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

for increasing customers.

Scope of the study:

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 behaviour

and the major dissatisfaction areas for the customers. The

study considered the urban area of Bhubaneswar city. The sample Under consideration consisted of

the existing customers of Reliance Communications.

AREA OF STUDY:

We have done research over three districts in Orissa on behalf of IMRB International and we have

collected relevant data. These two districts BHUBANESAR, CUTTACK. We also visited two

villages in each of the above mentioned districts. First we went to BHUBANESWAR district then

we went to CUTTACK. At last we conducted research and completed the research.

Background of the company:

COMPANY PROFILE

3.1 Introduction to the Company

Established in 1971, IMRB International is a pioneer in market research. A member of the Kantar

Group, WPP’s information, insight and consulting division. IMRB's footprint extends across 11

countries - India, Pakistan, Bangladesh, Sri Lanka, Dubai, Saudi Arabia, Egypt, Singapore,

Malaysia, Korea and London.

With over 1200 full time staff, IMRB provides high quality conceptualization, strategic thinking,

execution and interpretation skills. IMRB International is the only research company in India that

offers such a wide range of research based services to its clients. IMRB International's specialized

areas includes consumer market research both quantitative and qualitative, industrial market

research , business to business market research, social and rural market research, media research,

retail research , and consumer panels.

IMRB International has been offering for over 35 years, both general as well as specialist research

services to clients in India and overseas. IMRB International operates out of its five full service 8

offices in Mumbai, Delhi, Kolkata, Chennai and Bangalore and is supported by 15 other regional

centers for collection of survey information.

3.2 IMRB International,

Over 33 years of experience in researching India. We have five full service offices and thirteen field

offices in India. Our research supports 40 of the top 50 brands in the country. With one of the largest

field networks for custom research, knowledge of local culture, normative databases, specialists with

industry/ sector knowledge, and an international toolkit of research methods, IMRB International is

uniquely positioned to provide innovative solutions to any marketing issue. Cygnus is IMRBs

Knowledge Management System which connects every IMRB executive and helps enhance the

quality of the thinking that we provide to Clients. Product and Services IMRB International has

eight specialist units - 1)Probe Qualitative Research (PQR) 2)Social and Rural Research Institute

(SRI) 3)Media & Panel Group 4)CSMM: Partners in Managing Stakeholder Relationships 5)BIRD:

Research-based Consultancy for B2B and Technology Markets 6)etechnology Group@IMRB

7)IMRB MindTech Systems: Software development house 8)Abacus Research: Data Processing

House to the World IMRB International, in association with Mill ward Brown, offers Advanced

Tracking Programmers, Brand Dynamics and the Link pre-test as well as other MB services

throughout this region. With over 1000 ads pre-tested, over 200 on-going ad and brand health

tracking research studies, over 400 brand equity studies, we have a good understanding of how

communications work, what works best and how we can best leverage the advantage that our Clients

brand has over competition. Probe Qualitative Research is one of the pioneers of qualitative research

in India and has executives specially trained in India and overseas in qualitative research methods.

Drawing on learning from ethnography, psychology and anthropology, PQR has created a validated

tool-kit for new product development, brand launch, communication and brand building and

strengthening.

Ask to use PQRs Qualitative toolkit for actionable insights The Stairway to Success. The Media

Group has probably one of the most comprehensive media research services anywhere in the world

whether it is Press (NRS, measuring print passion), Television (TAM People meter systems,

Mapping minds and moods), Radio (continuous radio ratings), Outdoor (signage effectiveness), and

Internet and Media Multiplier studies. We run the countries only Household Purchase Panel with

over 70,000 households from 114 towns and 700 villages providing data on a monthly basis for over

50 product categories. So if you wanted to segment by shopping and usage behavior, or model the

sales effects of a price change or a promotional offer, the data, the models and the minds are

available to you. The Social and Rural Research Institute specializes in social research and in

conducting research on emerging rural markets. It has staff with special expertise in conducting 9

Knowledge, Attitudes & Practice (KAP) Studies on health and sanitation, water, environment and

other fields, in India as well as internationally. CSMM is part of the Walker Information Global

Network and is the first such specialist organization in India with an exclusive focus on customer

and employee satisfaction, reputation and stakeholder assessment. BIRD and the eTechnology

Group@IMRB has over a decade experience in telecom research, information technology, mass

media and convergence. It has been publishing the Internet in India studies, which is used by net-

driven businesses as strategic marketing input since 1998. The study on IT office products and

hardware is sponsored by MAIT and the software market tracks by NASSCOM. The Quality of

Basic and Cellular service is published quarterly by the Telecom Regulatory Authority of India

(TRAI).

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To cater to its growth , especially, its growing international business , IMRB Office is

looking for experienced quantitative market researchers at all levels as well as trainee

MBAs and postgraduates without Market Research experience for a career in quantitative

consumer research. IMRB International is South Asia’s leading market research consultancy

organization. IMRB International with over 800 full time staff and over 30 offices in

South Asia and the Middle East offers full spectrum research consultancy to leading

multinational and Indian clients in India and outside India.

International projects account for about a third of IMRB’s business. IMRB International is a part

of WPP’s Insights & Consultancy Division – Kantar.WPP, one of the world’s leading

communications service companies with billings of 36 billion, provides national, multinational and

global clients with advertising, media investment management, information, insight and consultancy,

public relations and public affairs; branding & identity, healthcare and specialist communications.

Collectively, WPP employs 91,000 people in over 2000 offices in 106 countries. WPP companies

include JWT, Ogilvy & Mather, Y&R Advertising, Grey Worldwide, and Mindshare. Kantar is one

of the world’s largest research, insight and consultancy networks and brings together a diverse group

of outstanding marketing insight and consulting companies. Kantar companies include: Mill ward

Brown, Research International, Added Value Group, BMRB, IMRB, BPRI, Glendenning

Management Consultants, Henley Centre Light speed (online) Research. The group operates in 160

offices across 60 markets worldwide. (For further information please visit: In India, IMRB

International is an autonomous division of Hindustan Thompson Associates Limited (HTA), HTA’s

divisions include JWT (Advertising), Fortune (Advertising), Thompson Connect (direct marketing),

IPAN (Public Relations).

3.3 Clients of IMRB International

IMRB works for a large number of clients – multinationals and Indian companies.

Some of IMRB’s leading & regular clients are

Bharti Airtel, Britannia,British American Tobacco (BAT), Cadbury, Castrol, Cavinkare, De Beers,

Radio Mirchi, Ford, Frito Lay, Gillette, Glaxo Smithkline, Heinz,Hero Honda, Honda, Hutch, ICICI

Bank, Idea Mobile, Indian Airlines, Indian Oil, Intel, ITC Ltd etc.

3.4 Company’s vision and mission:-

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VISION :

To be the agency of choice for marketers across the Middle East and North Africa region – by

consistently providing cutting-edge market research services from conceptualization .Through to

execution, interpretation and reporting, thereby enabling clients to take strategic decisions. By 2010

IMRB will be the leading research in India. We will leverage our strengths to execute

complex global-scale projects to facilitate leading-edge information and communication

services affordable to all individual 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.

MISSION

Service focus

Empowered Employees

Innovative Service

Cost efficiency

Accurate in survey

Loved by more customers.

Targeted by top talent.

Benchmarked by more business.

Post-paid and prepaid of reliance communication:

Post-paid plans: - paid Plans Post-paid PlansReliance communication is providing band width from 500 kbps to 20 mbps.It

also providing

different plans with different browsing speed with different charges.some of

its plans are given below such as,

Surf Addiction Plan and unlimited usage with flexible quarterly, half yearly and yearly

options or get the Freedom99 Plan which is easy on your pockets and gives you speed of up

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to 1Mbps at just Rs.99/month.

Details Surf addiction 500 KbpsBandwidth 500 Kbps

Free Data usage Unlimited

Quarterly Charges(Rs.) 1495

Half yearlty Charges(Rs.) 2495

Annual Charges (Rs.) 4990

Plan Freedom 99Advance Monthly Rental 99

Download Speed 1 Mbps

Bundled Data Usage 200 MB

Circuit Breaker Trigger 899

Max. Bill Guarantee (Rs.) 899

Speed after Circuit Breaker 300 Kbps

Data usage Charges Upto Max. Bill Limit 50 p/MB

Broadband Trump Plans

If Internet is what you swear and live by , then the Trump Plans are for you. unlimited broadband with speed of upto 8 Mbps

Details Trump 1299 Trump Plus 1799

Super Trump 2599

Advance Monthly Rental

1299 1799 2599

Bandwidth

4 Mbps upto 30 GB, thereafter 600 Kbps

4 Mbps upto 60 GB, thereafter 600 Kbps

8 Mbps upto 60 GB, thereafter 1 Mbps

Free Data usage Unlimited Unlimited Unlimite

d

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Broadband Galaxy Plans

Reliance brings to you the Superman of all broadband connections with Super speed of upto 20Mbps. Get the Galaxy Series Plan and experience what speed really is.

Plan Name Galaxy 10 Mbps Galaxy 20 MbpsDownload speed 10 Mbps 20 Mbps

Advance Monthly Rental 2499 2999

Bundled Data Usage 10 GB 20 GB

Additional usage charges(Rs.) 0.9/MB 0.5/MB

Peace of Mind Flat Fee Plans

Introducing New Range of Plans Flat fee or unlimited usage plans are

designed for total peace of mind. Enjoy 24 hours unlimited internet access for a fixed

monthly charge or economical quarterly/ annual options.

Choose from a wide range of speeds and budget options.

Plan Name Night Booster Zoom 1

Download speed Day 1 Mbps, Night^ 2 Mbps

Advance Monthly Rental 1499

Quarterly Rental(Rs.) 4497/4047

Half yearly Rental (Rs.) 8994/7495

Annual Rental 17988/13490

Bundled Data Usage Unlimited

Speed Select Plans

First time in India- Online Speed Selection

For the first time in India, we have introduced a plan which brings you the best of both

worlds: High speed and low monthly commitments in a single plan. With our Speed Select

Plan, you now have the flexibility to choose speeds from 100 Kbps to 1 Mbps while you surf.

These plans have minute-based billing allowing you to be in total control of your usage and

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your monthly bill.

Advance Monthly Rental Bundled usage (Rs.)

300 225

500 500

Plan speedUsage charges (Rs./Hr)Day(8 am-10 pm)

Night(10 pm-8 am)

100 Kbps# 15 10

300 Kbps 30 15

600 Kbps 45 22.5

1 Mbps 70 35

Note:

Installation charges Rs.500 extra

Speeds indicated are only upto our ISP Node and are given on best effort

basis as per TRAI guidelines.

Give rates are exclusive of taxes including service tax. The taxes will be

levied wherever applicable.

# This plan is not a broadband plan as per TRAI

Installation charges, security deposit & advance rental are payable at the

time of caf signing

Contention Ratio :

Sr. No

Services

Max. Contention Ratio for Home users

Max. Contention Ratio for Business users

1 Dial up 1:10 NA

2 Broadband 1:8 1:1

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3

High Bandwidth Services

1:1 to 1:4 1:1 to 1:4

4 Leased line NA 1:1 to 1:4

Internet & broadband services are provided by Reliance Communications Infrastructure Limited (RCIL) having category "A" ISP license.

Prepaid plans:

epaid PlansAs a prepaid customer, one can manage his/her calling spends and now also avail the benefits of the Reliance Landline.

Prepaid vouchers

Start-up voucher

Installation and activation charges of Rs 500 (inclusive of service tax), validity 60 days. Get free usage

worth Rs. 500 on loading the start-up voucher, so effectively you pay zero installation charges for

Reliance landline.Refill vouchers with 30 days validity Refill vouchers with more than 30 days validity Reliance to Reliance voucher Validity extension voucher Top-up voucher

Tariff

Domestic call charges

Call type Effective* call charges for the Rs.1,122 voucher

Local to fixed lines Re. 0.90 / min

Local to mobiles &

intra-circle to all phonesRe.0.90 / min

Inter-circle to all phones Re .1.20 / min

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Benefit of intra-circle rates on calls made within following circle/state groups

Andhra Pradesh, Bihar + Jharkhand, Chennai + Tamil Nadu, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala,

Kolkata + West Bengal, Madhya Pradesh + Chattisgarh, Mumbai + Maharashtra + Goa, Orissa, Punjab, Rajasthan, Uttar

Pradesh + Uttaranchal

Calls originating from one circle/state group to another circle/state group shall be treated as inter-circle calls, e.g. call from

Andhra Pradesh to Chennai + Tamil Nadu)

International long distance call charges

Countries Charges (Rs./ Min)

333 555 / 1,020 1,122 / 2,040 / 5,555 1,666

USA ^, Canada, and UK (Fixed) 7 6.5 6 5

UK (Mobile), Rest of Europe, Singapore,

Hong Kong, Malaysia, Indonesia &

Thailand

9 8.5 7.5 7

Rest of the world** 12 11 10 9

Calls made to RTL (Reliance Telecommunication Ltd) networks shall be treated as OFFNET calls and will be charged accordingly as per applicable tariff plans

Marketing as a concept

Marketing is the process by which companies create customer interest in goods or services. It

generates the strategy that underlies sales techniques, business communication, and business

developments. It is an integrated process through which companies build strong customer

relationship and creates value for their customers and for themselves

MARKET

In marketing, the term market refers to the group of consumers or organizations that is interested

in the product, has the resources to purchase the product, and permitted by law and other

regulations to acquire the product. The market definition begins with the total population and

progressively narrows as shown in the following diagram.

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Beginning with the total population, various terms are used to describe the market based on the

level of narrowing:

Potential market - those in the total population who have interest in acquiring the product.

Available market - those in the potential market who have enough money to buy the product.

Qualified available market - those in the available market who legally are permitted to buy the

product.

Target market - the segment of the qualified available market that the firm has decided to serve

(the served market).

Penetrated market - those in the target market who have purchased the product. In the above

listing, "product" refers to both physical products and services. The size of the market is not

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necessarily fixed. For example, the size of the available market for a product can be increased by

decreasing the product’s price, and the size of the qualified available market can be increased

through changes in legislation that result in fewer restrictions on who can buy the product.

4P MARKETING MIX

The marketing mix is probably the most famous marketing term. Its elements are the basic,

tactical components of a marketing plan. Also known as the Four P's, the marketing

mix elements are Price, Place, Product and Promotion.

Servicing Marketing will increase the mix to Seven P’s. They are People, Physical Evidence,

and Process.

Now a new Service Marketing Mix has been developed called as 7P service marketing mix for

service marketing.

4P MARKETING MIX

As stated above, marketing mix is created to satisfy customers and organizational objectives.

Hence today’s marketing strategies are more customer driven creating values form customer’s

perspective. In reality, customers do not only purchase any product or service but they purchase

the value/utility of that product or service. Through Marketing Mix a marketing manager attempts

to create and deliver customer value. All elements of marketing mix corresponding to the

value/utility. Because of services are usually produced and consumed simultaneously, customers

are often present in the firm’s factory, interact directly with the firm’s personnel, and are actually

part of the service production process. Also, because services are intangible, customers will often

be looking for any tangible cue to help them understand the nature of the service experience. For

example, in the HCL CDC (Service Sector) the design and décor of the products as well as the

appearance and attitudes of its employees will influence customer perceptions and experiences.

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PRODUCT: - The term "product" refers to tangible, physical products as well as services. Under

this heading a marketer needs to consider the thing that is being sold. This is not just the physical

product itself, but also anything related to how it is made, packaged and named. Under this

heading the marketer also needs to consider product/service options, the after-sales service,

warranties, and servicing. Here are some examples of the product decisions to be made:

Brand name

Functionality

Styling

Quality

Safety

Packaging

Repairs and Support

Warranty

Accessories and services

PRICE:- This heading refers to decisions about how much to charge for goods and services. It

may be easy for you as a manager to neglect this aspect of the mix in favor of the more 'glamorous'

promotion and product areas, but ultimately decisions over price affect the viability of a brand and

the profitability of an organization. Pricing is also much more complex than you might think.

Some examples of pricing decisions to be made include:

Pricing strategy (skim, penetration, etc.)

Suggested retail price

Volume discounts and wholesale pricing

Cash and early payment discounts

Seasonal pricing

Bundling

Price flexibility

Price discrimination

PLACE:- This heading refers to distribution. This means all aspects related to how goods and

services are 'moved' from the producers to the end user. This means the coordination of retailers

and/or wholesales and in the case of products the logistics involved in moving from

factory/warehouse/head office, to the end user. Distribution is about getting the products to the

customer. Some examples of distribution decisions include:

Distribution channels

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Market coverage (inclusive, selective, or exclusive distribution)

Specific channel members

Inventory management

Warehousing

Distribution centers

Order processing

Transportation

Reverse logistics

Promotion Decisions

PROMOTION:- In the context of the marketing mix, promotion represents the various aspects of

marketing communication, that is, the communication of information about the product with the

goal of generating a positive customer response. Marketing communication decisions include. This

heading refers to all types of communication that relate to a specific marketing campaign. This

includes communication with retailers and distributors, communication with purchasers and end

users and also internal communication with the sales force and other employees. Promotion is an

area with considerable I innovation. Marketers put great efforts into finding new ways to

communicate with consumers.

Advertising

Personal selling & sales force

Sales promotions

Public relations & publicity

Public relations & publicity

Limitations of the Marketing Mix Framework

2.6 MARKETING RESEARCH :

Research is the process of collecting and analyzing information about the customers you want to

reach, called your target market. This information provides you with the business intelligence

you need to make informed decisions. Market research can help you create a business plan,

launch a new product or service, fine tune your existing products and services, expand into new

markets, develop an advertising campaign, set prices, and/or select a business location.

Market research and marketing research are often confused. 'Market research is simply research

into a specific market. It is a very narrow concept. 'Marketing' research is much broader. It not 21

only includes 'market’ research, but also areas such as research into new products, or modes of

distribution such as via the Internet. Here are a couple of definitions:

"Marketing research is the function that links the consumer, customer, and public to the marketer

through information - information used to identify and define marketing opportunities and

problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and

improve understanding of marketing as a process. Marketing research specifies the information

required to address these issues, designs the methods for collecting information, manages and

implements the data collection process, analyzes, and communicates the findings and their

implications."

American Marketing association - Official Definition of Marketing Research Obviously, this is a

very long and involved definition of marketing research "Marketing research is about researching

the whole of a company's marketing process."

About its competitors:The major competitors are Airtel, Vodafone, Tata-Docomo, BSNL etc. \

Telecommunication companies in India Telecom GSM

Airtel

·BSNL

MTNL

·Reliance

·TataDoCoMo

·Vodafone

CDMA BSNL

·MTNL

·Reliance

·Tata Indicom

Wire line BSNL

·Airtel

·MTNL

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·Reliance

·Tata Indico·Out of which the airtel,tata docomo,Bsnl, and Vodafone are majore in Indian telecome

sectore and also in Orissa.

Some competitors of relianceAirtel:Bharti Airtel´ formerly known as Bharti Tele-Ventures Limited (BTVL) is among India's

largest mobile phone and Fixed Network operators. With more than 60million

subscriptions as of 13th February 2008 it offers its mobile services under the Airtel brand

and is headed by Sunil Mittal. The company also provides telephone services and

Internet access over DSL in 14 circles. The company complements its mobile, broadband

& telephone services with national and international long distance services. The company

also has a submarine cable landing station at Chennai, which connects the submarine

cable connecting Chennai and Singapore. The company provides reliable end-to-end

data and enterprise services to the corporate customers by leveraging its nationwide

fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs,

ISPand international bandwidth access through the gateways and landing station.Airtel is

the largest cellular service provider in India in terms of number of subscribers. Bharti

Airtel owns the Airtel brand and provides the followingservices under the brand name

Airtel: Mobile Services (using GSM Technology),Broadband & Telephone Services (Fixed

line, Internet Connectivity (DSL) andLeased Line), Long Distance Services and

Enterprise Services(Telecommunications consulting for corporate).Leading international

telecommunication companies such as Vodafone andSingTel held partial stakes in

Bharti Airtel.In April 2006 Bharti Global Limited was awarded a telecommunications

license inJersey in the Channel Islands by the local telecommunications regulator the

JCRA.In September 2006 the Office of Utility Regulation in Guernsey awarded

GuernseyAirtel with a mobile telecommunications license. In May 2007 Jersey Airtel

andGuernsey Airtel announced the launch of a relationship with Vodafone for

islandmobile subscribers. In July 2007, Bharti Airtel signed an MoU with Nokia-Siemens

for a 900 million dollar expansion of its mobile and fixed network.[3] InAugust 2007, the

company announced it will be launching a customized version of Google search engine

that will provide an 'array of services' to its broadbandcustomers.Airtel is proud to be the

trusted communications partner to India¶s leadingorganizations, working for them to meet

the challenges of growth Across India.Beyond India.The businesses at Bharti Airtel have

always been structured into three individualstrategic business units (SBU's) - Mobile 23

Services, Airtel Telemedia Services &Enterprise Services. The mobile business provides

mobile & fixed wireless.

VODAFONE ESSAR Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers

16 telecom circles in India Despite the official name being Vodafone Essar;its products

are simply branded. It offers both prepaid and post-paid GSM cellular phone coverage

throughout India and is especially strong in the major metros. Vodafone Essar provides

2G services based on 900 MHz and 1800 MHz digital GSM technology, offering voice

and data services in 16 of the country's 23 licence areas.

OWNERSHIP:Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian

nationals, 15%. On February 11, 2007, Vodafone agreed to acquire the controlling

interest of 67%held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion,

pippingReliance Communications, Hinduja Group, and Essar Group, which is the

owner of the remaining 33%. The whole company was valued at USD 18.8 billion. The

transaction closed on May 8, 2007.

PREVIOUS BRANDS:In December 2006, Hutch Essar re-launched the "Hutch" brand nationwide, consolidating

its services under a single identity. The Company entered into agreement with NTT

DoCoMo to launch I-mode mobile Internet service in India during 2007.The company

used to be named Hutchison Essar, reflecting the name of its previous owner, Hutchison.

However, the brand was marketed as Hutch.After getting the necessary government approvals with regards to the acquisition of a

majority by the Vodafone Group, the company was rebranded as Vodafone Essar. The

marketing brand was officially changed to Vodafone on 20 September 2007.On

September 20, 2007 Hutch becomes Vodafone in one of the biggest brand transition

exercises in recent times. Vodafone Essar is spending somewhere in the region of Rs

250 crores on this high- profile transition being unveiled today. Along with the transition,

cheap cell phones have been launched in the Indian market under the Vodafone brand.

There are plans to launch co-branded handsets sourced from global vendors as well.

Tata-Docomo:

24

Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an Indian

Conglomerate. It runs the brand name Tata docomo in India in various telecom circles of

India. The company forms part of the Tata Group's presence in the Telecommunication

Industry in India, along with Tata Teleservices(Maharashtra) Limited (TTML) and

VSNL.TTSL was incorporated in 1995 and was the first company to offer CDMA

Mobileservices in India, specifically in the state of Andhra Pradesh. In December 2002,

the company acquired the erstwhile Hughes Telecom (India)Ltd. which was renamed

Tata Teleservices (Maharashtra) Limited.In September 2007, Tata Indicom launched the

Talk World plan, an International Long Distance Plan. Tata is the direct competitor with

Reliance, both CDMA operators in India. The company provides unified

telecommunication solutions including mobile, fixed wireless, fixed line and broadband.

Other competitors are Vodafone, Airtel, Aircel,Idea, MTNL, and BSNL providing GSM

based mobile telephony.The company was first in India to provide free intra network

calling within citylimits. They launched a unique scheme providing lifetime rental free

connectivityon its mobile and fixed wireless for a onetime charge.Tata Teleservices is

part of the INR Rs. 119000 Crore (US$ 29 billion) TataGroup, that has over 87

companies, over 250,000 employees and more than 2.8million shareholders. With a

committed investment of INR 36,000 Crore (US$ 7.5)

Starting with the major acquisition of Hughes Tele.com (India) Limited now renamed Tata

Teleservices (Maharashtra) Limited] in December 2002 the company swung into an

expansion mode. With the total Investment of Rs 19,924 Crore, Tata Teleservices has

created a Pan India presence spread across 20 circles that include Andhra Pradesh,

Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar,

Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W),

Kerala, Kolkata, Madhya Pradesh and West Bengal. Having pioneered the CDMA 3G1x

technology platform in India, TataTeleservices has established a robust and reliable 3G

ready telecom infrastructure that ensures quality in its services. It has partnered with

Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a reliable,

technologically advanced network.The company, which heralded convergence

technologies in the Indian telecom sector, is today the market leader in the fixed wireless

telephony market with atotal customer base of over 3.8 million. Tata Teleservices¶

bouquet of telephony services includes Mobile services, Wireless Desktop Phones,

Public Booth Telephony and Wireline services. Other services include value added

services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group

calling, Wi-Fi Internet, USB Modem, datacards, calling card services and enterprise

25

services. Some of the other products launched by the company include prepaid

wirelessdesktop phones, public phone booths, new mobile handsets and new voice &

dataservices such as BREW games, Voice Portal, picture messaging, polyphonic

ringtones, interactive applications like news, cricket, astrology, etc.Tata Indicom redefined

the existing prepaid mobile market in India, by unveiling their offering ± Tata Indicom

µNon Stop Mobile¶ which allows customers to receive free incoming calls. Tata

Teleservices today has India¶s largest branded.

BSNL:

Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation

Limited) is a public sector communications company in India. It is the India’s largest

telecommunication company with 25.14% market share as on December 31, 2007. Its

headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, and

New Delhi. It has the status of Mini-ratna – a status assigned to reputed Public Sector

companies in India.BSNL is India's oldest and largest Communication Service Provider

(CSP).Currently BSNL has a customer base of 68.5 million (Basic & Mobile telephony).It

has footprints throughout India except for the metropolitan cities of Mumbai and New

Delhi which are managed by MTNL. As on December 31, 2007 BSNL commanded a

customer base of 31.7 million Wireline, 4.1 million CDMA-WLL and 32.7 million GSM

Mobile subscribers. BSNL's earnings for the Financial Year ending March 31, 2007 stood

at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). Today,

BSNL is India's largest Telco and one of the largest Public Sector Undertaking with

estimated market value of $ 100 Billion. The company is planning an IPO within 6 months

to offload 10 % to public. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's

7th largest Telecommunications Company providing comprehensive range of telecom

services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband,

Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of

five years it has become one of the largest public sector units in India. BSNL has installed

Quality Telecom Network in the country and now focusing on improving it, expanding the

network, introducing new telecom services with ICT applications in villages and wining

customer's confidence. Today, it has about 47.3million line basic telephone capacity,

4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges,

18000 BTS, 287 Satellite Stations,480196 Rkm of OFC Cable, 63730 Rkm of Microwave

Network connecting 602Districts, 7330 cities/towns and 5.5 Lakhs villages.BSNL is the

only service provider, making focused efforts and planned initiatives to bridge the Rural-26

Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat

its reach with its wide network giving services in every nook & corner of country and

operates across India except Delhi & Mumbai. Whether it is inaccessible areas of

Siachen glacier and North-eastern region of the country. BSNL serves its customers with

its wide bouquet of telecom services. BSNL is numerous Uno operator of India in all

services in its license area. The company offers vide ranging & most transparent tariff

schemes designed to suite every customer. BSNL cellular service, Cell One, has more

than 59454630 cellular customers, garnering 24 percent of all mobile users as its

subscribers. That means that almost every fourth mobile user in the country has a BSNL

connection. Internet Customers who access Internet through various modes viz. Dial-up,

Leased Line, DIAS, Account Less Internet (CLI). BSNL has been adjudged as

the NUMBER ONE ISP in the country. BSNL has set up a world class multi-gigabit, multi-

protocol convergent IP infrastructure that provides convergent services like voice, data

and video through the same Backbone and Broadband Access Network.

Research Methodology

Research refers to search for knowledge and it also can be termed as an art of scientific

investigation .Research is actually a voyage of discovery .we all possess the vital instinct

of inquisitiveness for, when the unknown confronts us, we wonder and our inquisitiveness

makes us probe and attain full and fuller understanding of the unknown .this intuitiveness

is the mother of all knowledge and the method ,which man employs for obtaining the

knowledge of whatever the unknown ,can be termed as research .

Objective of Research

The purpose of research is to discover answers to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden

and which has not been discovered yet.

The basic objective of this study i.e. customer’s satisfaction for Reliance communications

is to know they do’s and don’ts of the service provided by reliance communication.

All companies are always tries to become no.1 in the market, by analysing the customer

need and wants, market situation and rival companies market strategies.

So Reliance communication is also trying to know its position in the market by surveying

the market with certain questionnaire.

Significance of research:-

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Significance research leads to inquiry, and inquiry leads to invention increase amount of

research make progress possible. Research includes scientific and inductive thinking and

it promotes the development of logical habits of thinking and organization.

Significance of this study is, one can know how different marketing strategies adopted by

reliance communication by modifying its product and services and by reverse

engineering.

We can also know the customer satisfaction level of using both prepaid and post-paid of

Reliance communication.

The managerial significance is we can know how to use four p’s i.e., product, price place,

promotion in different marketing conditions.

Methodology:

It seems appropriate at this juncture to explain the difference between research methods

and research methodology. Research methods may be understood as all those

methods/techniques that are used for conduction of research

Research Design:

A research design is the arrangement of conditions for collection and analysis of data

in a manner that aims to combine relevance to the research purpose with economy in

procedure. As such the design includes an outline of what the researcher will do from

writing the hypothesis and its operational implications to the final analysis of data.

Types of Research Design

Different research design can be conveniently described if we categorize them as:

1) Research design in case of exploratory research studies: Exploratory research studies also termed as formulative research studies. The main

purpose this studies is that of formulating a problem for more precise investigation or of

developing the working hypothesis from an operational point of view. The emphasis in

such studies is on the discovery of ideas and insights. One can mention few examples of

‘insight-stimulating’ cases such as the reactions of strangers, the reaction of marginal

individuals, and the study of individuals who are in transition from one stage to another.

2) Research Design In Case Of Descriptive and Diagnostic Research Studies:

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Descriptive research studies are those studies which are concerned with describing the

characteristics of particular individual, or of a group, whereas diagnostic research studies

determine the frequency with which something occur or its association with something

else.

This study describes the phenomena under study.

The data collection here may relate to the demographic or the behavioural

variables of the respondents under study.

The research has got very specific objective, clear cut data requirements and

uses a large sample which is drawn through a probability sampling design.

The recommendations/findings in a descriptive research are descriptive.

Research Designs In Case of Hypothesis-Testing Studies: Hypothesis –testing research studies (generally known as experimental studies) are

those where the researcher tests the hypothesis of causal relationship between variables.

This fact inspired him to develop certain experimental designs for testing hypotheses

concerning scientific investigation. Today, the experimental designs are being used in

research relating to phenomena of several disciplines.

Sampling Design: A sampling design is a definite plan for obtaining a sample from a given population.

It refers to the techniques or the procedure the researcher would accept in selecting

items for the sample. Sample design may as well lay down the number of items to be

included in the sample. i.e. size of sample. Sample design is determined before the data

are collected.

Sample size: The sample size refers to the number of items to be selected from the universe

to constitute a sample. Here my sample size is 100 out of 1516(population).This sample

is selected randomly for prepaid customers and as the study is a purposive one, sample

size is selected by dividing total population into some homogeneous groups(Stratified

random sampling).

Probability Sampling: A probability sampling method is any method of sampling that

utilizes some form of random selection. In order to have a random selection method, you

must set up some process or procedure that assures that the different units in your

population have equal probabilities of being chosen. Humans have long practiced various 29

forms of random selection, such as picking a name out of a hat, or choosing the short

straw. These days, we tend to use computers as the mechanism for generating random

numbers as the basis for random selection.

In probability sampling, there are four major types of samplings, these are as follows

1. Simple random sampling

2.2. Stratified random sampling

3. Systematic sampling

4. Multistage cluster sampling

Secondary Data:

Secondary data is data taken by the researcher from secondary sources, internal or

external. Secondary Data is data or information that is already available. This data is

collected by a person or organization other than the use of the data.

For the secondary data I have taken the help of my company guide as well as the web

site of IMRB as well as web site of various telecom companies. Apart from this I have

also taken the help of some magazines, journals and from various published article.

During the course of the study, i have gone through the following steps,

I have joined in training program in IMRB International in 28th may 2011.

In the 1st day they gave the general briefing, the general briefing includes what is

all about the project? And what we are going to do and how to do?

They gave me the topic “customer satisfaction on study for reliance

communication “and gave us general idea about

Market research

Market survey

Sampling

Sample size

Marketing chief electoral rule and right hand rule.

Research mythology.

After that they conducted a written test and Mock call test (the test about How to

meet the customer and How to convince the customer).The objective of written test

is to know the level of knowledge of the trainee in research methodologies.

They gave a briefing on questionnaire design and told us how to ask questions to

the customers and what to ask?

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In the 1st week of my field work, in IMRB i have conducted a survey on customer

satisfaction level of with reliance (post-paid and pre-paid) and reliance (post-paid

and pre-paid).

In the process, I met and ask the customers some questions to fulfill my objective.

RELIANCE

1. Pritabash panda 9337120152 m/s Sriram industries,ctc

2. Sanjeeb Ginodia 9337260459 New industrial area,ctc

3. Chiranjeeb pattanaik 9338121139 Thoria sahi,ctc

4. Bikram bishoi 9337777725 Gangadhar pur,ctc

5. Priya priyadarshni 9338090847 Tulasipur,ctc

AIRTEL

1. Bharat ku.panigrahi 9938170591 Phase-II,patia,BBSR

2. Biswajit ghadia 9937416674 Behera sahi,Nayapally

3. Debabrata Barik 9937440675 Firestation ,BBSr

4. Tapas ranjan nayak 8018869686 GA-203,C S Pur,BBSR

5. Soumya ranjan panigrahi 9937359150 Sailasree vihar,BBSR

TATA DoCoMo (pre-paid)

1. Biswajit sahoo 8093801096 Nayapally,behera sahi,bbsr

2. Ashirbad das 7504467034 Cs pur, bbsr

3. Nishikanta nayak 8093670928 Rasulagrh,BBSR

4. aswin das 7205266440 Crpsquare,bbsr

5. Pabitra chhatai 7205391972 Ga-204,cspur ,bbsr

TATA DoCoMo (post-paid)

1. Pradeep ku. sana 9040002084 Near dav public school.bbsr

2. Rasmiranjan mohapatra 8093071084 Cs pur,maître vihar,bbsr

3. ARCHANA samantaray

9040411071 Karavel nagar,bbsr

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4. Sidhartha saha 8984655023 Near fotune tower,bbsr

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Chapter-5

Before asking questions to the customers, we have given a show-card to customer for the rating.

SHOWCARD:

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Item Respondent

excellent 5

very good 4

good 3

fair 2

poor 1

This way we have to ask the following questions for the prepaid customers

1. You are using which service mobile provider?

Item Respondent

excellent 17

very good 11

good 6

fair 3

poor 3

The above table shows out of the total 40 respondents, 17 is from excellent, 11 from very good,6 from good,3 from fair and 3from poor.

Here out of the total 100 per cent 85.71 percent belongs to excellent, only 28% belongs to very

good, 27% belongs to good, 8% belongs to fair and only 5% belongs to poor.

2. What is your approximately monthly voucher charge?

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Item Respondent

excellent 15

very good 12

good 9

fair 3

poor 1

The above table shows out of the total 40 respondents, 15 is from excellent, 12 from very good,9 from good,3 from fair and 1from poor.

Here the pie chart shows that, out of the total 100 per cent 38 percent belongs to excellent, only 30%

belongs to very good, 22% belongs to good, 7% belongs to fair and only 3% belongs to poor.3. Are you facing any problem in network coverage?

Item Respondent

Excellent 17

Very good 10

Good 6

Fair 4

Poor 3

The above table shows out of the total 40 respondents, 17 is from excellent, 10 from very good,6 from good,4 from fair and 3 from poor.

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Here the above pie chart describes that, out of the total 100 per cent 46 percent belongs to excellent,

only 28% belongs to very good, 27% belongs to good, 8% belongs to fair and only 5% belongs to

poor

4. Are you satisfying in recharging in vouchers?

Item Respondent

excellent 14

very good 13

good 5

fair 4

poor 4

The above table shows out of the total 40 respondents, 14 is from excellent, 13 from very good,5

from good,4 from fair and 4 from poor.

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poor.

5. Are you satisfying in talk time offer provided by the company?

Item Respondent

excellent 13

very good 12

good 9

fair 3

poor 3

The above table shows out of the total 40 respondents, 13 is from excellent, 12 from very good,9

from good,3 from fair and 3 from poor



poor

6. Did you given any complain to the customer care regarding the service in mobile?

Item Respondent

excellent 18

very good 7

good 6

fair 3

37

poor 3

The above table shows out of the total 40 respondents, 18 is from excellent, 7 from very good, 6

from good, 3 from fair and 3 from poor.



poor

7. What is your view point’s regarding about the company service?

Item Respondent

excellent 17

very good 11

good 6

fair 3

poor 3



38



poor

8. Are you chief wage earner in your family and what is your qualification?

Item Respondent

excellent 19

very good 10

good 6

fair 3

poor 2


from good, 3 from fair and 2from poor.



poor

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9. Do you give permission to circulate your mobile number to the company?

Item Respondent

excellent 15

very good 10

good 8

fair 4

poor 3





poor.

Questionnaire for post-paid customers:

There are some certain questions for the post-paid customers but above questionnaire design is same

for the both prepaid and post-paid customers. There only two questions are distinguish for the post-

paid customers. i.e. i asked to the Reliance post-paid customers particularly. These are as follows

1. Are you using one post-paid mobile?

40

Item Respondent

excellent 16

very good 10

good 5

fair 7

poor 2

The above table shows out of the total 40 respondents, 16 is from excellent, 10 from very good,

5 from good, 7 from fair and 2 from poor.



poor.

2. What is your monthly approximately billing are coming?

Item Respondent

excellent 17

very good 11

good 7

fair 3

poor 2

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poor.

3. Are you satisfying using the Reliance post-paid mobile?

Item Respondent

excellent 14very good 11good 7

fair 2

poor 3

The above table shows out of the total 40 respondents, 14 is from excellent, 11 from very good,

7 from good, 2 from fair and 3 from poor

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Here the above pie chart describes that, out of the total 100 percent 40 percent belongs to excellent,


poor.

Data analysis and Data interpretation:

From the above data analysis and data interpretation, we have got a satisfactory study on above

prepaid and post-paid mobile survey that the customers are using the prepaid mobile rather than the

post-paid mobile because of the call rate, service offer another facility. T h e teledensity of the

Country has increased from 18% in 2006 to 33% in December 2008, showing a

stupendous annual growth of about 50%, one of the highest in any sector of the Indian Economy.

The Department of Telecommunications has been able to provide state of the art world-class

infrastructure at globally competitive tariffs and reduce the digital divide by extending connectivity

to the unconnected areas. India has emerged as a major base for the telecom industry

worldwide. Thus Indian telecom sector has come a long way in achieving its dream of

providing affordable and effective communication facilities to Indian citizens. As a result common

man today has access to this most needed facility.

This study helped me to know different aspects of customer satisfaction regarding telecom

service provider.

This study also helped me to know different scheme and product provided by Reliance

Communication.

This study helped me to know the market base of Reliance Communication.

Through this study i conclude that advertisement plays as a pivotal role in marketing of

telecom industry’s product.

Reliance Communication has better advertisement strategy than its competitor.

Reliance Communication is more popular in student circles then others.

Reliance Communication provides wide range of handsets than others.

People prefer GSM (idea) service since they can switch easily due to large number of GSM

service provider.

Reliance Communication has good customer care service unit.

Conclusion:

This study helped me to know different aspects of customer satisfaction regarding telecom

service provider reliance communication and it also helped me to know different scheme and

product provided by Reliance Communication. Through this study i conclude that Customers have

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both positive and negative views regarding Reliance communication such as, Reliance

communication always comes with different tariff plans, good network connectivity than its

competitors, high internet speed and some problems regarding documentation and connectivity to

customer care respectively. But after all it has good market share second to only Airtel but things

are changing due to MNP and hopefully it will overtake Airtel and one day it will become king of

Telecom sector.

Bibliography:

1) www.google.co.in

2) Marketing Management by Philip kotler.

3) IMRB Materials

5) Research methodology by C.R Kothari.

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http://www.google.co.in/

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