Amit Project (1) (1)

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“COMPARATIVE ANALYSIS OF RELIANCE COMMUNICATION

SERVICES AND OTHER MOBILE OPERATORS IN PATNA”

In

“Reliance Communication”

By

Amit Kumar

ROLL NO. GM007

Under the Faculty Mentor of

PROF. MANMEET KAUR

A Summer Project Report

Submitted in Partial Fulfillment of the Requirements for the

Post Graduate Diploma in Management

Batch 2010-12

Submitted to

G. L. Bajaj Institute of Management & Research

Plot No. – 2, Knowledge Park-III, Greater Noida,

Gautam Budh Nagar, Uttar Pradesh

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ACKNOWLEDGEMENT

I owe my gratitude to many people who helped and supported me during the entire Summer Training.

My sincere thanks to Prof. Manmeet Kaur, the Guide of the project, for initiating and guiding the project with

attention and care. She has always been available for me to put me on track from time to time to bring the

project at its present form.

My deep sense of gratitude is due to Mr. kumar Abhishek , Manager of RELIANCE COMMUNICATION

for allowing me to carry out the Summer Internship and this Project at the organization and to be constantly

available to me for the period, for guidance. He also helped me to see the subject of study in its proper

perspective. Thanks and appreciation is also due to the officials, employees and respondents of RELIANCE

COMMUNICATION, for their support.

I also thank my Institution and my faculty members without whom this project would have been a distant

reality.

Signature

Amit Kumar

Place: Greater noida

Date:

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TO WHOMSOEVER IT MAY CONCERN

This is to certify that the Summer Project Study Report, Titled “COMPARATIVE ANALYSIS SERVICES

OF RELIANCE COMMUNICATION AND OTHER MOBILE OPERATORS IN PATNA” submitted by

MR. AMIT as partial fulfillment of requirement of the two year PGDM course is a bonafide work carried

out by the student at our Institute.

This Summer Project Study is her original work and has not been submitted to any other

University/Institute.

Project Mentor:

PROF. MANMEET KAUR

Date: _____________

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EXECUTIVE SUMMARY

1. Title of the project : “COMPARATIVE ANALYSIS OF RELIANCE

COMMUNICATION SERVICES

AND OTHER MOBILE OPERATORS IN PATNA”

2. Name of institution : G.L.Bajaj Institute of Management & Research, greater noida U.P.

3. Name of organization : Reliance Communications Ltd, Patna(Bihar)

4. Duration of Summer Training : 42 days

5. Organization Guide : Mr. KUMAR ABHISHEK (Marketing manager)

6. Methodology : Hypothesis

Data Sources : Primary

Research Approach : Descriptive

Research Instrument : The questioner method was undertaken due to its main advantage of

veracity speed & cost the questioner was by large structure with informal

interview method was also undertaken.

7. Analysis of data : Data thus gathered or were analyzed in a sequential logical order mainly

percentage method statistical analysis used on finding the desired resul

that fulfills the stated objective.

This Summer Project Study is her original work and has not been submitted to any other

University/Institute.

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STUDENT DECLARATION

I hereby declare that the research entitled ‘Title of the Project Department in Reliance Communication’

has been prepared by me under the guidance of Mr . kumar Abhishek and through references books & News

papers.

I also declare that this research which has been training conducted in partial fulfillment of the

requirement for the degree of “POST GRAGUATE DIPLOMA IN MANAGEMENT (PGDM)” of

the G.L.BAJAJ INSTITUTE OF MANAGEMENT & RESEARCH.

AMIT KUMAR

ROLL NO: GM007

PGDM 3RD TRIMESTER

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PREFACE

Towards the beginning of the new era, people often feel a growing uneasiness about the future and

unsafe for the life.

Today’s markets are changing at incredible pace. After globalization and changes in technology, we are

witnessing a power shift from manufacturing to giant customers, who are now price and value sensitive and set

a trend for a market.

To get through knowledge of market and to achieve positive & concrete results along with theoretical concept, Ihave undergone summer training programme, which from a part of my curriculum and completed the research by COMPARATIVE ANALYSIS OF RELIANCE COMMUNICATION SERVICES AND OTHER MOBILE

OPERATORS IN PATNA”

After this study, specific ways for the success of MARKETING Management could be achieved which

would largely depend on their ability to take best MARKETING Management in terms of the cost and research

capability.

This research gave me ample of opportunity to view overall working and evaluation of

COMPARATIVE ANALYSIS OF RELIANCE COMMUNICATION SERVICES AND OTHER MOBILE

OPERATORS IN PATNA”

Project Mentor:

PROF. MANMEET KAUR

Date: _____________

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CHAPTER NO TITLE PAGE NO

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CHAPTER NO PAGE NO

1.

Overview

Concept of Reliance Communication

An Overview Of Current Market

Scenario

Brief study Of the Organization

3

3-6

6-8

8-11

2.

Introduction of the Topic

Scope Of The study

11-13

14

3.

Research Chart

Research Methodology

Method Used In Processing data

Research Problem

Research Objectives

15

16

17-18

19

20

4. Hypothesis testing

Data Analysis & Interpretation

24-32

5.

Statement Of Finding

Suggestion

Recommendation

Limitation of Study

33

34

35

36

6. Conclusion 37

7. Bibliography 38

8. Appendices 39-45

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“Dreams come true 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 India’s 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 Dhirubhai 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.

Anil Ambani: Telecom person of the year 2007

His marketing strategy has made millions of Indians happy, they got the best mobile tariffs in the world-local

call costs at 15 paisa/minute, and STD call at 40 paisa/minute.

When the VOICE&DATA jury, comprising eminent professionals from the telecom field, met in Delhi in June

to choose the Telecom Person of the Year 2007, the five-hour selection process was steamy.

The reason was obvious: The telecom sector is growing faster than any other segment and naturally their CEOs

have a lot to crow about. The jury had to select one from three CEOs, who had made it to the final list through

nominations from the industry and the initial scrutiny. Among the three, one of the main contenders was a

young CEO. The jury decided that he should come back next year to try and win the coveted award. The listnow had two names-both CEOs of two well-known companies. The pivotal difference between the two: one is

an entrepreneur and the other is not so popular, as his credit is shared among a number of his big daddies.

Following a five-hour closely held, hotly debated discussion, the name was announced: Anil Dhirubhai

Ambani, chairman of Reliance Communications. AnilAmbani joined Reliance Industries (currently promoted

by his brother MukeshAmbani, following their split) in 1983 as co-chief executive officer. Forbes ranked him

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number 104 among the World's Richest People in 2006. The Ambani family faced criticism when it announced

its ambitious plans to build a countrywide telecom network, as its prior expertise lay in commodities-textiles

and petrochemicals-business only. Apart from that telecom needs a service-oriented mindset, critics felt. What

they did not remember was how the family had served its millions of shareholders.

How did Ambani become the VOICE&DATA Telecom Person of the Year 2007? What

are his personal and organizational achievements in the recent past?

His path-breaking marketing strategy that was put in by the strongest team of telecom professionals the country

has ever seen has made millions of Indians happy as they got the best mobile tariffs in the world. The

aggression resulted to adding to his already swollen kitty. Every hour India will be adding around 20,000 new

mobile customers and Reliance Communications over 4,000. When mobile telephony first began in India, a

local call cost Rs 16 per minute; an STD Rs 50; and a call to the USRs 100 per minute. With Reliance

Communication’s pioneering price initiative, a local call now costs a mere 15 paisa per minute, STD 40 paisa,

and a call to the US cost less than Rs 2 per minute. The presence of Reliance Communications is making the

competition in India panicky. Global telecom forces will also shortly start feeling the heat. Ambani has also

recently announced his Rs 1,200 crore buyout of Yipes Holdings.

Achiever's Pride

•Undertook financial restructuring of Reliance communications

•To spend Rs 16,000 crore to expand and strengthen network coverage

•After expansion, Reliance Communications will have the single largest wireless - network in the world

•Launched the lowest-cost classic brand handset at Rs 777

•Subscriber base grew to over 28 mn during last fiscal, registering 60% growth

•Total Revenue shot up to Rs 14,468 crore, an increase of 34%

•Net Profit rises to Rs 3,163 crore, an increase of over 600%

•Revenues of the wireless business increased by 46% to Rs 10,728 crore

•Broadband achieved revenue growth of 123% to Rs 1,144 crore

•Market capitalization crossed Rs 100,000 crore

•Will add 23,000 more towers

•Telecom services will be available in over 23,000 towns and 600,000 villages•Next generation DTH network will be launched before end of the year

Reliance Communications' wireless subscriber base grew to over 28 mn last fiscal, registering a 60% growth.

This makes it one of the top two wireless operators in India."Economic growth in the future will be indexed to

connectivity of millions of enterprise and individual customers. Over the next few years, we will have over 100

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million customers, making us one of the top 5 telecom players in the world. In four years, we put-up a total of

14,000 towers across the country. This year alone we will add 23,000 more towers. Our wireless network is

currently available in 10,000 towns. By the end of this year, it will be available in over 23,000 towns and

600,000 villages," Anil Ambani said at the first annual general meeting of Reliance Communications since the

re-organization of the Reliance Group in June 2005.

"In four years of operations, we invested around Rs 32,000 crore. This year alone we will invest over Rs 20,000

crore. At the end of this year, we will have covered over 90% of our population. If Version 1.0 of the Indian

telecom story was all about affordability, Version 2.0 will be about reach. Our Network expansion will give us

the power to drive the market and stay ahead of the curve," Ambani adds.

According to Ambani, the financial restructuring of Reliance Communications is the biggest turnaround story

in the history of corporate India. The inherited ownership structure of Reliance Communications was complex.

The reorganization has yielded a simple, fair, and transparent ownership structure, and given Reliance

Communications100% ownership of all operational and associate companies.

Reliance Communications is now among the three most valuable private sector companies in India, and the five

most valuable telecom companies in Asia. In the current Fiscal, Reliance Communications will spend Rs

16,000 crore to further expand and strengthen its network coverage across India and the rest of the world.

In addition to organic growth, Reliance Communications will leverage the advantages derived from this

impressive financial platform to explore and pursue any significant opportunities available in the

telecommunications sector. "We are currently evaluating a number of inorganic opportunities in select

international markets to further expand our footprint," Ambani said.

Reliance Communication’s One India, One Tariff plan allowed millions to connect across India at just one

rupee a minute. The company was the first one to break the Rs 1,000entry-barrier with the launch of the lowest-

cost classic brand handset at Rs 777.

As per its expansion plan, Reliance Communications will have the single largest wireless network in the world,

covering over 900 mn Indians or more than 15% of the global population. It will cover 23,000 towns or every

single Indian habitation with a population of over 1,000. Reliance Communications will cover almost 100% of

all rail routes, providing seamless voice, video, radio, and Internet connectivity to 14 mn commuters every day.

It will also cover almost 100% of all national highways, and 84% of all state highways, giving millions of usersthe power to talk, text, surf, play, chat or simply stay in touch across nearly the entire length of India's 2,00,000-

km-long road network .

Having achieved tremendous growth, the main challenge for Reliance Communications is to improve quality of

service and ARPU. Its enterprise business is also not in a position to compete with the global majors. Stock

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market valuations may boost the fortunes of an entrepreneur, but Ambani needs to address the issues faced by

the growing mobile customer base, especially in India, where bureaucracy takes pride in checking the

businessman.

AN OVERVIEW OF CURRENT MARKET SCENARIO

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 individua

consumers, enterprises, and carriers, providing wireless, wire line, 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 Info 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 RelianceInfocomm) 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 Dhirubhai 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 — forenterprises 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 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.

About Reliance Mobile World

Reliance Mobile World has gained popularity as a one-stop-shop for entertainment, communication

gaming and m-commerce. Thanks to the wide range of applications it has endeared itself to users from all walks

of life. Reliance Mobile World's applications include mobile TV, videos, cricket updates, music, ringtones, M-

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Commerce, mobile mail, messaging, city and TV guides, railway reservations, banking, bill payment and

examination results. Dial 1234, which is the voice interactive service of the Reliance Mobile World suite, has a

bouquet of services such as Talking Message Service (TMS), My Tunes (Caller Ring back Tones), apart from

the popular find-a-friend, play-a-song, ringtones, cricket and other services. Over 2,500 useful applications on

Reliance Mobile World make the lives of the subscribers simple, productive and efficient.

About Reliance Communications:

Reliance Communications Limited founded by late Shri. Dhirubhai H Ambani (1932-2002) is the

flagship company of the Reliance Anil Dhirubhai Ambani Group. Rated among Asia's 'Six Topmost Valuable

Telecom Companies', Reliance Communications is India's foremost truly integrated telecommunications service

provider. The Company, with a customer base of over 35mllion including 1.2 million individual overseas retail

customers, ranks among the top ten Asian Telecom companies. Reliance Communications' corporate clientele

includes 600 Indian and 250 multinational corporations, and over 200 global carriers.

The Company has established a pan-India, next generation, integrated (wireless and wire line), convergent

(voice, data and video) digital network that is capable of supporting best-of-class services spanning the entire

infocomm value chain, covering over 10,000 towns and 300,000 villages. Reliance Communications owns and

operates the world's largest next generation IP enabled connectivity infrastructure, comprising over 150,000

kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region.

Website: www.reliancecommunications.co.in.

AboutRelianceTechnologyVenturesLimited:

Reliance Technology Ventures Limited (www.rtvl.co.in) was launched in 2006 with an investment

mandate to incubate new business ideas and invest in emerging and high-growth technologies. It seeks out and

invests in promising technology (IT, ITES, hardware and semiconductors), media & entertainment, and telecom

(TMT) companies worldwide. Its investments focus is on established and new technologies that advance the

computing, communications, media and convergence platforms. RTVL aims to create an ecosystem which not

only maximizes investor returns but also provides a fertile environment for the growth of the invested

companies. RTVL has advised and/or invested in deals to the tune of over Rs.2828 crore ($700 million).

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http://www.reliancecommunications.co.in/



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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.”

SHRI. DHIRUBHAI AMBANI

Few men in history have made as dramatic a contribution to their country’s 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 India’s

capital markets, and the champion of shareholder interest. But the role Dhirubhai cherished most was perhaps

that of India’s greatest wealth creator. In one lifetime, he built, starting from the proverbial scratch, India’s

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 an Rs

60,000 crore colossus—an 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 India’s 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, inexchange 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 Dhirubhai’s extraordinary vision and

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

went on to become India’s largest private sector enterprise. Throughout this amazing journey, Dhirubhai always

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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 world’s largest shareholder families.

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INTRODUCTION OF TOPIC

Know About GPRS plan

The General Packet Radio Service (GPRS) is a new non voice value added service that

Allows Information to be sent and received across a mobile telephone network. We can enjoy the

Convenience of accessing internet wherever we are as voice and data sessions can be conducted Simultaneously with the ability to stay on-line all the time (provided customers do not

Disconnect the dial-up). Moreover, customers will only pay for the amount of data sent or

Received.

Internet access/Web browsing ,email using internet, sending/receiving moving images are some of greatfeatures of GPRS.

GPRS Based offered in RTL1. WAP (wireless application protocol)

2. NET/IOM (Internet on PC/Laptop via mobile)

3 G services of RELIANCE

Reliance Communications (RCOM), India’s single largest dual technology telecom operator today

announced the launch of 3G Mobile and Data Services in Delhi, Mumbai, Kolkata and Chandigarh.

The operator also said it has rolled out 3G Mobile and Data services in a record time of around 100 days

of receiving 3G Spectrum in the major Metros of India and in next three months it will launch it in the

remaining nine circles for which the company has 3G spectrum.

According to the official statement by RCOM, Presently the 3G Video calling facility will not be

available to Reliance 3G mobile subscribers till it gets security clearance, and the operator is hopeful of

getting it in the next few days.

The 3G Data plan for prepaid/Postpaid users starts from just Rs. 100. For convenience of 3G users, the

Reliance 3G service plans comes with bundled tariff that include data, Voice and Video calls as well as

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only data plans. The Default data charges will be 10p/10KB up to first 50 MB usage. The Voice call and

SMS charges will be charged as per Reliance 2G tariff plans.

Reliance claims that Its 3G network has been designed to offer blanket coverage in every town being

connected on 3G, with all its 3G sites connected through IP backhaul to provide maximum download

speeds and minimum latency. The World class Reliance 3G network is capable of offering peak speeds

upto 28 Mbps. The 3G network significantly enriches our Internet Access Services offering, enabling us

to further strengthen our undisputed leadership in the wireless data space.

Speaking on the launch of 3G services, Mr. Syed Safawi, CEO – Wireless Business, Reliance

Communications said “The launch of Reliance 3G is an integral part of our Vision 2015 of creating a

“Wirefree India” built upon the ‘affordable 3G for All’ platform. Personalization of Services, Simplification of

Tariffs and a Content Rich Portfolio on the ‘Best in Class’ 3G Wireless Network will enable Reliance

customers to get a much superior 3G service experience, significantly differentiated from others in the

marketplace”

“Reliance 3G places us in a unique position with our suite of offerings covering 3G, CDMA, GSM and Mobile

Broadband Data Services on the wireless platform”, he added.

Reliance Net connect (Data Card)

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Reliance Net connect service offers you Hi-speed wireless internet access across India in over 24,000 towns

and 6 lakh villages, as well as along major highways, railway routes, airport lounges and remote locations.

Reliance's cutting edge CDMA 1x network can give you high-speed internet access, up to 144kbps.

Reliance offers Hi-Speed 1x service through a suite of Reliance Net connect products like PCMCIA and USB

Modem data cards as well as data cables for mobile phones and fixed wireless phones. These can be used to

connect to the internet from your laptop and desktop.

Features

Uninterrupted high-speed wireless internet connectivity, across 24,000 towns, 6 lakh villages andcounting

more.

Better surfing speeds, with download speeds up to 144 kbps.Upto four times faster speeds than dial-up.

SMS and voice services.

(in Rs) Plan I Plan II Plan III

Airtel

399 for

100 MB

599 for

1GB

799 for

1.5GB

Reliance Connect640 for

1GB

900 for

1.5GB

1500

unlimited

Tata Indicom V Card350 for

500 MB

700 for

1GB

1500

unlimited

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Scope of Study

Time frame limited 42 days from April to May.

Study to only brand awareness consumer behavior of Reliance 3G Connection.

Study was done only to know about customer preference in PATNA city about Telecommunication.

Study was based on different customer’s attitude.

RESEARCH CHARTRESEARCH

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DATA COLLECTION

CONSUMER RETAILER

INFORMATION

ANALYSIS OF DATA

INTERPRETATION

REPORT

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RESEARCH METHODOLOGY

The research undertaken for this project is both descriptive and analytical in nature. It is descriptive because it

attempts to describe the state of affairs, as it exists in the market at present. It is analytical for its user available

facts, information for analysis to make a critical evaluation of the material.

METHODS USED IN THE PROCESSING OF DATA

I surveyed shops, showroom and Malls in Patna. I have used percentage method and comparative study method

to analyze the information that gathers from the questionnaire and informal meetings.

1. DATA SOURCES

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A. PRIMARY:

. The primary data is collect through questionnaire.

B. SECONDARY DATA:

Magazines

Internet

Authorized Dealers Reliance

Library

2. RESEARCH APPROACH

The survey approach is used to collect the primary data from the potential retailers and subscribers.

1. RESEARCH INSTRUMENT

Questionnaire of the copy which has been provided in the appendix

4. SAMPLING PLAN

Sampling unit- top middle & lower class & office.

5. Sample size: - 70 Respondent

6. METHOD CONTACT

Market study- Visited the Reliance outlet and markets at various shops in Patna.

Field survey- visited the respondents personal.

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RESEARCH OBJECTIVE

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The purpose of my research was to know to the size of the subscribers of institutional segment and find out

the potential market of Reliance products. The purpose of the company to allotting these objectives to us that

are as follows:-

To create awareness of newly launched schemes related to retailers and among the customers of

institutional segment.

To help in sale of Reliance products by observing their needs.

Find out the satisfaction level from the retailer and subscribers that are already using Reliance.

H0= let’s assume that ‘‘the selection of 3G plan in customer is independent from most popular 3G service

provider’’

H1= let’s assume that ‘‘the selection of 3G plan in customer is dependent on most popular 3G service

provider.”

H0 = selection of cheapest telecom is independent from age of its user.

H1 = selection of cheapest telecom is dependent on age of its user.

ANALYSIS OF DATA

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On the base on collective data we find out that customer are not interested in taking new postpaid

connection because they already have postpaid connection of some other service provider and they don’t want

to change them because they are satisfied from their services providers.

So most of customer ignores us and according to whole data analyses we find out that 55 % customer are not

interested in taking new postpaid connections, means they are not interested (Cold customer’s categories).

And 28 % customers want to change their service providers means that are something interested(Worm

customers categories) in new postpaid connection & 17 % customers want to take immediate reliance postpaid

connection means that customers are highly interested (hot customers categories).

So we divide customer in three categories –

1. Highly interested customers.

2. Interested customers.

3. Not interested customers

• Highly interested customers –

Highly interested customer means that those customers who heard plans about the reliance postpaid &

they are sharing our views & ask the question about other products & compare to competitor’s product.

That type of customers are known as Hot customers or highly interested customers.

• Interested Customer –

Interested customer means those customer who heard our plan about the Reliance postpaid and they areinteresting in taking new postpaid connection in future. That type of customer as known as Interested

Customer.

Not Interested Customer -

Not interested customer means those Businessmen who already have the postpaid connections of other telecom

operator and they are happy with their services, so they don’t want to change their operator so that types of

customer are known as “Not Interested Customer”

Under our training period we have been fulfill the questioners by the customers which we got some ideas & perception to the reliance communication. Total customers who have filled the questionnaire 150

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FOR MAGIC 3 LEVEL OF SALES ARE MONITERED

PRIMARY: Company to Distributor.

SECONDARY: Distributor to Retailer.

TERTIARY: Retailer to End user.

ANALYSIS & INTERPRETATION

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CUSTOMER VIEW

CROSSTABS

Q1. Which services provider do you use?

Which services provider do you use?

Frequency Percent ValidPercent CumulativePercent

Valid Reliance 18 36.0 36.0 36.0

Airtel 17 34.0 34.0 70.0

Vodafone 1 2.0 2.0 72.0

Aircel 14 28.0 28.0 100.0

Total 50 100.0 100.0

Interpretation

36% customer use Reliance service34% customer use Airtel service2% customer use Vodafone service28% customer use Aircel service

genders of the customer * Which services provider do you use? Crosstabulation


Totalreliance airtel Vodafone Aircel

genders of the

customer

Male Count 8 12 0 8 28

Expected Count 10.1 9.5 .6 7.8 28.0

Female Count 10 5 1 6 22

Expected Count 7.9 7.5 .4 6.2 22.0

Total Count 18 17 1 14 50

Expected Count 18.0 17.0 1.0 14.0 50.0

Out of 50, 8 male & 10 female use Reliance, 12 male & 5 female use Airtel, 1 female use Vodafone, 8 male

&6 female uses Aircel.

3. Are you satisfied the network service provided by the RELIANCE?

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Are you satisfied the network service provided by the RELIANCE?

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Highly

satisfied18 36.0 36.0 36.0

Satisfied 5 10.0 10.0 46.0

Not satisfied 27 54.0 54.0 100.0

Total 50 100.0 100.0

Interpretation

36% customer are highly satisfied with Reliance services

10% customer are satisfied with Reliance services

54% customer are not satisfied with Reliance services

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Are you satisfied the

network service

provided by the

RELIANCE? * numers

of years usage of molie

customers

50 100.0% 0 .0% 50 100.0%

Are you satisfied the network service provided by the RELIANCE? * numers of years usage of

mobile customers Crosstabulation

Count

numers of years usage of molie customers

Total

3month-

1years 1years-3years 3years> 4

Are you satisfied the

network service

provided by the

RELIANCE?

highely satisfied 0 4 4 10 18

satisfied 1 4 0 0 5

not satisfied 0 9 14 4 27

Total 1 17 18 14 50

Here I m cross tabulating this two question in which I get that 18 customers are highly satisfied, 5 customers

are satisfied and 27 customers are not satisfied with the mobile usage customers on the year basis.

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4 Which connection do you prefer?

Which connection do you prefer?

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Post-paid 7 14.0 14.0 14.0

Pre-paid 43 86.0 86.0 100.0

Total 50 100.0 100.0

Interpretation

14% customer use post paid86% customer use pre paid

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Which connection do

you prefer? * Which

services provider do

you use?

50 100.0% 0 .0% 50 100.0%

Which connection do you prefer? * Which services provider do you use?Crosstabulation

Count


Totalreliance Airtel vodafone Aircel

Which connection do

you prefer?

postpaid 0 0 1 6 7

Prepaid 18 17 0 8 43

Total 18 17 1 14 50

Out of 50 respondent 6 use the postpaid connection of Aircel & 8 use the prepaid connection of Aircel, 1 use postpaid connection of Vodafone,18 uses the prepaid connection of Reliance.

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CORELATION

9. For which purpose do you use 3G service?

For which purpose do you use 3G service?

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Entertainment 17 34.0 34.0 34.0

videoconference

33 66.0 66.0 100.0

Total 50 100.0 100.0

Interpretation

17%customer say that do you use 3G service for entertainment66% customer say that do you use 3G service for video conference

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Correlations

age of the

customer

For which

purpose do

you use 3G

service?

age of the customer PearsonCorrelation

1 .124

Sig. (2-tailed) .393

N 50 50

For which purpose do

you use 3G service?

Pearson

Correlation.124 1


N 50 50

Interpretation:

Here I have selected two variables which are age of the customer and which purpose do you use 3G services.

after analyzing I got the value is .124 which shows that they are highly positively correlated with each other.

Young people make use of 3G services more for video conferencing and mobile tv, entertainment.

10. Have you used any GPRS plan of reliance communication?

Have you used any GPRS plan of reliance communication?

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Yes 29 58.0 58.0 58.0

no 21 42.0 42.0 100.0

Total 50 100.0 100.0

Interpretation

58% population in patna have used in G.P.R.S plan of Reliance communication.42% have not used any GPRS plan of Reliance communication

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Correlations

income of the

customer

Have you

used any

GPRS plan of

reliance

communicatio

n?

income of the customer Pearson

Correlation1 -.141


N 50 50

Have you used any

GPRS plan of reliance

communication?

Pearson

Correlation-.141 1


N 50 50

Interpretation:

Here I have selected two variables which are age of the customer and Have you used any GPRS plan of

reliance communication? after analyzing I got the value is -.141 which shows that they are highly negatively

correlated with each other. It shows that whether the person is earning high income his perception of using

G.P.R.S is same as per my thinking.

18.Do you have idea about dongal (datacard) ?

Do you have idea about dongal (datacard) ?

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid partially

aware50 100.0 100.0 100.0

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Correlations

age of the

customer

Do you have

idea about

dongal

(datacard) ?

age of the customer Pearson

Correlation 1 -.169


N 50 50

Do you have idea about

dongal (datacard) ?

Pearson

Correlation-.169 1


N 50 50

Interpretation:

Here I have selected two variables which are age of the customer and Do you have idea about dongal (datacard)

? after analyzing I got the value is -.169 which shows that they are highly negatively correlated with each other.

It shows that young generation is more aware about dongel than senior citizens because youngsters use it morefrequently.

Hypothesis

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age of the customer * which 3G mobile telecom company cheapest in the market. Crosstabulation

Expected Count

which 3G mobile telecom company cheapest in the

market.

TotalRELIANCE AIRTEL AIRCEL

age of the customer 18-22 3.2 3.2 2.5 9.0

22-27 6.1 6.1 4.8 17.0

27-32 5.8 5.8 4.5 16.0

32> 2.9 2.9 2.2 8.0

Total 18.0 18.0 14.0 50.0

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Chi-Square Tests

Value df

Asymp. Sig.

(2-sided)

Monte Carlo Sig. (2-sided) Monte Carlo Sig. (1-sided)

Sig.

95% Confidence

Interval 95% Confidence Interval

Sig.

Lower

Bound

Upper

Bound Lower Bound

Upper

Bound

Pearson Chi-Square 5.251a 6 .512 .540 b .402 .678

Likelihood Ratio 5.417 6 .492 .540 b .402 .678

Fisher's Exact Test 5.085 .540 b .402 .678

Linear-by-Linear

Association .655

c

1 .418 .460

b

.322 .598 .105 .335 .2

N of Valid Cases 50

a. 8 cells (66.7%) have expected count less than 5. The minimum expected count is

2.24.

b. Based on 50 sampled tables with starting seed 2000000.

c. The standardized statistic is -.809.

Analysis & Interpretation:

My test value 5.251 likelihood value is 5.417 which is likelihood value > test value 5.417>5.251 so my null

hypothesis is accepted. it shows that cheapest telecom is independent from age of its users . As per my thinking

young people are more interested in cheapest telecom services. But it shows that it seen in my analysis. I have

joined that people in Patna are more quality conscious. They are interested in best services

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RETAILER View

Hypothesis

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Which 3G service provider is most popular in customer? * which 3G plan is most

popular in the customer ?

which 3G plan is most

popular in the customer ?

Total1 3

Which 3G service

provider is most

popular in customer?

1 Count 6 1 7

Expected

Count3.8 3.2 7.0

2 Count 1 4 5

Expected

Count2.8 2.2 5.0

3 Count 4 4 8

Expected

Count4.4 3.6 8.0

Total Count 11 9 20

Expected

Count11.0 9.0 20.0

Chi-Square Tests

Value Df

Asymp. Sig.

(2-sided)

Monte Carlo Sig. (2-sided)

Sig.

95% Confidence Interval

Lower

Bound Upper Bound

Pearson Chi-Square 5.224a 2 .073 .200 b .025 .375

Likelihood Ratio 5.690 2 .058 .200 b .025 .375

Fisher's Exact Test 4.933 .200 b .025 .375

N of Valid Cases 20

a. 6 cells (100.0%) have expected count less than 5. The minimum expected count is 2.25.

b. Based on 20 sampled tables with starting seed 2000000.

Analysis & Interpretation:

My test value 5.251 likelihood value is 5.417 which is likelihood value > test value 5.417>5.251 so my null

hypothesis is accepted. That is selection of 3G plan in customer is independent from most popular 3G services

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providers. People in Patna opt 3G plans of most popular 3G services providers’ i.e Airtel .people make use of

3G plans of Reliance, as well as of Aircel. They are not concerned with big names of telecom.

Crosstabs

Are you satisfied the network service provided by the RELIANCE? * Which telecom company do you think is providing best services

in market? Crosstabulation

Count

Which telecom company do you think is providing best

services in market?

TotalAIRTEL RELIANCE AIRCEL

Are you satisfied the network

service provided by the

RELIANCE?

HIGHELY SATISFIED 0 6 0 6

SATISFIED 7 2 0 9

NOT SATISFIED 0 0 4 4

HIGHELY DISSATISFIED 0 0 1 1

Total 7 8 5 20

conclusion*From the above table we concluded that no retailer is highly satisfied with the Airtel services.

7 retailers are satisfied with the Airtel service.

Some retailers are not satisfied or highly dissatisfied with the Airtel service.

Overall there are 7 retailers from Airtel.

*6 retailers are highly satisfied, 2 are satisfied, and somebody not satisfied or highly dissatisfied with the

service of Reliance.

*Somebody is highly satisfied or satisfied, 4 are not satisfied and 1 is highly dissatisfied with the service of

Aircel.

Variable Frequencies Percentages

satisfied with the customer care

service

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YES 18 90

NO 2 10

TOTAL 20 100

How do you rate Reliance

telecommunication

Above par 6 30

At par 13 65

Below par 1 5

TOTAL 20 100

3G mobile telecom company

cheapest in the market

Reliance 7 35

Bsnl 8 40

Airtel 4 20

Aircel 1 5

TOTAL 20 100

idea about the 3G services given

by other telecom

fully aware 19 95

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partially aware 1 5

not aware 0 0

can’t say 0 0

TOTAL 20 100

recharge 3G plan or not ?

fully aware 20 100

partially aware 0 0

not aware 0 0

can’t say 0 0

TOTAL 20 100

.Reasons for dissatisfaction from

reliance

profit margins 7 35

product 4 20

demand by the customers 9 45

TOTAL 20 100

Do you have any idea about 3G

plan of Reliance?

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yes 19 95

no 1 5

can’t say 0 0

TOTAL 20 100

Do you have any idea about 3G

video calls

fully aware 20 100

partially aware 0 0

not aware 0 0

TOTAL 20 100

Out of 20 respondents 18 are satisfied with customer care service & 2 are not satisfied with customer care service.

Out of 20 respondents 6 respondents do rate the Reliance at above par 13 respondent rate the Reliance at

par 1 respondents rate the Reliance below par.

Out of 20 respondents 7 respondents say the Reliance provide the cheapest 3G mobile service, 8

respondents say the BSNL provide the cheapest 3G mobile service, 4 respondents say the Airtel

provide the cheapest 3G mobile service, 1 respondent say the Aircel provide the cheapest 3G mobile

service.

Out of 20 respondents 19 respondents are fully aware about the 3G service & 1 respondent are partially

aware from the 3G service.

Out of 20 respondents 20 respondents are fully aware about the 3G plan of the Reliance.

Out of 20 respondents 7 are not satisfied with the Reliance due to profit margin, 4 are not satisfied with

the Reliance due to product, 9 are not satisfied with the Reliance due to profit margin.

Out of 20 respondents 19 respondents have idea about 3G plan of Reliance.

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Out of 20 respondents 20.all retailers are aware about video calls.

which company is having more share in selling data card

services ?

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 7 35.0 35.0 35.0

2 4 20.0 20.0 55.0

3 9 45.0 45.0 100.0

Total 20 100.0 100.0

7 retailers use Reliance, 4 use Aircel and 9 use Airtel out of 20.

35% use Reliance, 25% use Aircel and 45% use Airtel.

Having more share in selling data card services.

STATEMENT OF FINDING

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The findings of the marketing research are as follows:

A. The Reliance 3G awareness among the subscribers and retailers is not up to mark.

B. Reliance cellular phone service is preferred by retailers and subscribers.

C. The purpose of having Reliance products is good service and low call rates

D. There is a large number of customers who are not satisfied with Reliance Communication Networks

They face the call drop problem.

E. The server down problem is also a big problem for Reliance communications.

F. The Reliance Communication schemes awareness among the subscribers and retailers is not up to mark

As compare to the MTS & Tata indicom.

G. Reliance cellular phone service is preferred by retailers and subscribers, because it is one of the oldest

Telecom company in Bihar but Reliance Communication didn’t capture that type of market share in

Bihar.

H. In case of Reliance communications process is be claimed very belatedly (rudly) it take 60-90 days, where

as in case of Tata Indicom & MTS is being finalized in time limit 0-30 days. The claim process services of

other competitors viz. Tata Indicom & MTS are almost at par.

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RECOMMENDATION

• Reliance should launch new attractive cell phone.• Number of tower should be increased or new technology should be used for increasing frequency power.

• Customer care should be reached proper ways.

•

Bill should be reach proper ways to the Customers because lots of customers are not satisfied from service.• Number of franchise should be increased because a lot of customer face problem for deposited bill.

• Relationship should be good between customer and Reliance employees.

• They should always take feedback from the customer in order to find out their satisfaction level.

• Reliance should launch new attractive plan.

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Limitation of the study

1. The finding of the study are based on the assumption that respondent have disclosed correct

information.

2. The study is helpful in analyzing training effectiveness in Reliance communication in PATNA.

3. As the information was collected during the working hours, the respondent may have answered

in any sans giving adequate consideration due to lack of time.

4. There is a possibility of result not being accurate due to small size of the sample.

The time constraints are limiting factor for an in-depth analysis of subject as well as response.

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RESEARCH PROBLEM

Collection of Data of other companies –Tata indicom, & MTS

Retailers some time gives wrong data

Limitation of time

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Conclusion

In the market survey we learnt so many things. We interacted with different types of customer and also their

behavior. In the market we found customer view that which type of services make them satisfy.

This project is fulfilling with challenges. We noticed that there are big competitions in the market andCustomers are also very intelligent. They know that where they will get benefits, so customers also do market

survey before buying any products. So Company also does market survey for knowing customer week point

and also for that in which types of services attract to customer.

In the Reliance market survey we learned all these things that how should talk with customer and how should

interact with the customer.

In the Reliance market survey we know that how to motivate of customer, how to sales product in market where

a lot of competitor stay in market.

Perception about retailer views. The server down problem is also a big problem for Reliance communications. D.S.R

Are not coming properly. Not aware the new schemes .and also fail in promotional activity, Problem in activation and

retailers are not satisfied his services.

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BIBLIOGRAPHY

Primary Data:

Questionnaire

Supervisor and project guide

BOOKS

Kotler Phillip -Marketing Management

Kothari C.K. - Marketing Research

MAGAZINE

Business Today

Advertising & Management

NEWSPAPERS

Economic Times

Hindustan Times

WEBSITE

www.google.com

www.Business.com

www.Yahoo.com

www.inext.com

www.world.com

www.relianceada.com

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APPENDICES

Questionnaire CUSTOMER VIEW

Dear Sir/Madam

I am Amit kumar doing PGDM from G.L.BAJAJ INSTITUTE OF MANAGEMENT AND RESEARCH.I am preparing a

summer internship project on “COMPARATIVE ANALYSIS SERVICES OF RELIANCE COMMUNICATION

AND OTHER MOBILE OPERATORS IN PATNA”. For this I have designed a questionnaire to know your views and

satisfaction level of mobile phone services. Please fill the given as per your thinking and experiences with this. I assure

you the data generated shall be kept confidential.

Name: ……………………………………………………………………………….

Address: …………………………………………………………………………….

……………………………………………………………………………

Age: …………..

Qualification: ……………………………….

Occupation: ………………..

Income: ………………….

Monthly average mobile bill: ………………………….

Number of years usage of mobile: ………………………….

Gender: Male ( ) Female ( )

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1. Which services provider do you use?

(a) Reliance (b) Airtel (c) Idea (d) Vodafone (e) Aircel

2. Are you aware of Reliance CDMA or Reliance GSM services?

Yes ( ) No ( )


a) Highly satisfied (b) Satisfied (c) Not satisfied

(d) Highly dissatisfied

4 Which connection do you prefer?

(a) Post-paid (b) Pre-paid

5. Are you satisfied with the customer care service of your current mobile company?

Yes ( ), No ( )

6. Is customer care service of your current mobile company chargeable?

Yes ( ), No ( )

7. Which telecom company do you think is providing best services in market?

(a) Airtel (b) Reliance (c ) Aircel

8. How do you rate Reliance telecommunication with the other competitors?

(a) Above par (b) At par (c) Below par

9. For which purpose do you use 3G service?

(a) Entertainment (b) video conference (c) mobile TV

10. Have you used any GPRS plan of reliance communication?

Yes ( ) No ( )

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11. Are you aware about the GPRS plan of Reliance?

(a) Fully aware (100%-70%) (b) Partially aware (70%-40%) (c) Not aware

12. Do you recharge GPRS plan of Reliance?

(a) Frequently recharge (b) occasionally recharge (c) never recharge

13.which 3G mobile telecom company cheapest in the market.

(a) Reliance (b) Bsnl (c) Airtel (d) Aircel

14. Do You have any idea about the 3G services given by other telecom

(a) fully aware (b) partially aware (c) not aware ( d) can’t say

15. Which 3G service provider is most popular in customer?

(a) Reliance (b) Aircel (c) Airtel

16.Reasons for dissatisfaction from reliance?

(a)Network problem (b) high charges (c) connectivity problem .

17. Do you have any idea about 3G plan of Reliance?

(a) yes (b) no (c) can’t say

18.Do you have idea about dongal (datacard) ?


19.Resons for dissatisfaction datacard ?

(a)Network problem (b)high charges (c) connectivity problem

20.Do you have any idea about 3G video calls.


Place………………………………..

Date ………………………………..

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RETAILER VIEW

Questionnaire

Dear Sir/Madam

I am Amit kumar doing PGDM from G.L.BAJAJ INSTITUTE OF MANAGEMENT AND RESEARCH.I am preparing a

summer internship project on “COMPARATIVE ANALYSIS SERVICES OF RELIANCE COMMUNICATION

AND OTHER MOBILE OPERATORS IN PATNA”. For this I have designed a questionnaire to know your views and

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satisfaction level of mobile phone services. Please fill the given as per your thinking and experiences with this. I assure

you the data generated shall be kept confidential.

Name: ……………………………………………………………………………….

Address: …………………………………………………………………………….

…………………………………………………………………………

.


( a) Highly satisfied (b) Satisfied (c) Not satisfied

(d) Highly dissatisfied

2. Are you satisfied with the customer care service of your current mobile company?

Yes ( ), No ( )

3. Is customer care service of your current mobile company chargeable?

Yes ( ), No ( )

4 . Which telecom company do you think is providing best services in market?

(b) Airtel (b) Reliance (c ) Aircel

5. How do you rate Reliance telecommunication with the other competitors?

(b) Above par (b) At par (c) Below par

6.which 3G mobile telecom company cheapest in the market.

(a) Reliance (b)Bsnl (c) Airtel (d) Aircel

7. Do You have any idea about the 3G services given by other telecom


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8. Do you recharge 3G plan or not ?


9. Which 3G service provider is most popular in customer?

(b) Reliance (b) Aircel (c) Airtel

10.Reasons for dissatisfaction from reliance?

(a) profit margins (b )product (c) demand by the customers

11. Do you have any idea about 3G plan of Reliance?

(a) yes (b) no (c) can’t say

12.which 3G plan is most popular in the customer ?

(a) Data (b) Voice (c) Combo

13. Do you have idea about dongles (datacard)?

(a) Fully aware (b) partially aware (c) not aware (d) can’t say

14.Resons for dissatisfaction datacard ?

(a) profit margins (b) product (c) demand by the customers

15. which company is having more share in selling data card services ?

(a) Reliance (b) Aircel (c) Airtel

16.Do you have any idea about 3G video calls.


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Place………………………………..

Date ………………………………..

Documents

Amit Project (1) (1)