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ACKNOWLEDGEMENT
The Project Title COMPARITIVE STUDY BETWEEN BSNL AND OTHER
CELLULAR SERVICE PROVIDERS has been conducted by me during 24/06/10
and 18/08/10 at BSNL.I have completed this project, based on the primary
research, under the guidance of Mr. S.N.SINGH
I owe enormous intellectual debt towards my guides Mr. S.N.SINGH who have
augmented my knowledge in the field of MOBILE SERVICES. They have helped
me learn about the process and giving me valuable insight into the cellular
services of BSNL.
I am obliged to Mr. BHOLA SHANKER (Assistant General Manager,
Marketing) for his cooperation during the internship. My increased spectrum of
knowledge in this field is the result of his constant supervision & direction that
has helped me to absorb relevant & high quality information.
I would like to thank Mr. S.N.SINGH for their guidance & enriching my thoughts
in this field from different perspectives.
I would like to thank all the respondents with out whose cooperation my project
would not have been possible.
Last but not the least, I feel indebted to all those persons & organizations that
have provided helped directly or indirectly in successful completion of this study.
1
EXECUTIVE SUMMARY
This is the project about the comparative study between BSNL and other cellular
network service providers. The project involves the study of the whole cellular
service Market.
In this study I have studied the five of the major players in cellular service that is
BSNL, Airtel, Vodafone, Idea and Reliance communication. The report included
the survey of the customer’s of these particular brands and then analyzing what
kind of their customers are, the brand targets which segment of the customers,
the customer’s age group, income group, their education level.
In this project I have taken the major competitors of BSNL in cellular service
segment as Airtel, Vodafone, Idea and Reliance communication, and did an in
depth comparison of the same on certain parameters, which will be defined in the
due course of the proposal.
A brand is the promise you make to customers combined with the customers’
judgment about how well you deliver on that promise. A successful, brand
becomes an emotional bond that builds customer loyalty. A brand includes your
logo, color scheme, taglines, slogan, design elements and more. Think of
branding as the personality of your enterprise. Define that and the logo and other
marketing messages will follow.
In this study I have tried to figure out where BSNL actually stands in front of its
competitors in the market of Aligarh regions and how consumers perceive BSNL
as a brand as a cellular service providers and what the key areas that need to
improve are.
(AVINASH CHAUHAN)
2
CONTENTS
1. Introduction 4
2. Objective 10
3. Historical development of BSNL 13
4. Services Provide 16
5. Comparative Analysis 25
6. Finance 43
7. Research Methodology 49
8. Data Analysis 54
9. Conclusion 66
10.Recommendation 70
11.Limitation 72
12.Questionnaire for research 74
13.Bibliography 80
3
INTRODUCTION
4
INTRODUCTION
Bharat Sanchar Nigam Ltd. formed in October, 2000 having Pan India
presence is one of the largest Telecommunications Company. BSNL has largest
installed Quality Telecom Network in the country with focus on improving it,
expanding the network and introducing new telecom services. The company has
vast experience in Planning, Installation, network integration and Maintenance of
Switching & Transmission Networks and also has an in house world class ISO
9000 certified Telecom Training Institute.
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India: Wire line, 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 unit 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
47.3 million 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 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased Line,
5
DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the number
one ISP in the country.
Western U.P. Telecom Circle consists of 20 Revenue Districts of the state of U.P.
right from Saharanpur to Agra. Its Eastern boundary is formed by the districts of
Pilibhit, Bareilly, Badaun, Etah, Ferozabad and Agra. Its Northern boundry is
formed by the Districts of Saharanpur, Bijnore, Moradabad, Rampur & Bareilly. It
covers a population of approximately 50 million spread over more than 62,500 sq
km.
6
Mobile Services (As on 30.06.2007)
Serial. No. Description Unit
1 Total number of connections 2, 84, 23,283
2 District Headquarters covered 608
3 Total number of villages covered 19, 81,418
4 National Highway covered (Km) 51,366
5 State Highway covered (Km) 55,300
6 Railway route covered (Km) 28,658
Telephone Services
Date Telephone Services Total no, of Connection
31.12.2007 Basic Telephone (Bfone) 3,17,11,219
31.12.2007 WLL (Tarang) 40,86,878
31.12.2007 village Public Telephones 5,18,059
31.12.2007 Pu Pubic Telephones (Local, STD and Highway)
20,20,448
31.05.2007 STD Stations 32,011
7
Growth Plan
BSNL's future plan include a fast expansion programmed of increasing the
present 34 million lines to twice that number by 2005 and some 120 million lines
by 2010.
The shift in demand from voice to data domination, and from wire line to wireless,
has revolutionized the very nature of the network. BSNL has already set in place
several measures that should enable it to evolve into a fully integrated multi-
operator by 2005 and its incumbent status, size, infrastructure and human
resource should certainly, give it a distinct advantage.
Consolidation of the network and maintaining high quality of service
comparable to International standards is the key aim of the Growth Plan.
The telephone connection shall be provided on demand and it shall be
sustained
The Network shall be made fully digital. All the technologically obsolete
analog exchanges will be replaced with digital exchanges.
To provide digital transmission links up to all SDCAs.
Digital connectivity shall be made available to all the exchanges by 2007.
Extensive use of Optical fiber System in the local, Junction and long
Distance network so as to make available sufficient bandwidth for the spread
of Internet and Information technology.
ISDN services shall be extended to all the district headquarters, subject to
demand.
8
To provide Intelligent Network Services, progressively all over the country
(major cities have already been covered).
To set up Internet Nodes progressively up to District headquarters level.
Upgrading existing STD/ISD PCOs to full fledged Public Tele-Info Centers
(PTIC) for supporting Multi media capability and Internet Access.
Replacement of life expired, analogue coaxial and radio systems.
Introduction of Wireless technology (Supporting Internet Access) and optical
fiber technology in subscriber loop.
Introduction of latest telecom services like National directory enquiry,
computerization etc.
OUR MISSION
To provide world class State-of-art technology telecom services to its
customers on demand at competitive prices.
To provide world class telecom infrastructure in its area of operation and
to contribute to the growth of the country's economy.
9
OBJECTIVE
10
Objective
To survey the CELLULAR SERVICE market, products of BSNL and the
other players within this segment.
To ascertain potential market and competition.
Ascertain the consumer preferences and satisfaction factor
To highlight the perception of the consumers for the cellular services
To do the brand profiling.
To know the personality traits, likings of the customers for individual
brands.
Which brand consumers prefer?
Why do they purchase this brand only?
How this brand does match to their personality.
Which brand targets or is liked by the customers of which age group
Which brand is affordable by which income group?
Do the customers want to repurchase this brand? If yes, then why so.
What are the characteristics of the customer the brand targets?
11
To know the profile of the customer for a particular brand.
To be a Lead Telecom Services Provider.
To provide quality and reliable fixed telecom service to our customer and
there by increase customer's confidence.
To provide mobile telephone service of high quality and become no. 1
GSM operator in its area of operation.
To provide point of interconnection to other service provider as per their
requirement promptly.
To facilitate R & D activity in the country.
National Plan Target of 500 million subscriber base for the country by
December 2010.
Broadband customers base of 20 million in India by 2010 as per
Broadband Policy 2004.
Providing telephone connection in villages as per government proposition.
Implementation of Triple play as a regular commercial proposition
12
HISTORICAL DEVELOPMENT
OFBSNL
13
HISTORICAL DEVELOPMENT OF BSNL
The oldest telecommunication's service in India is the telegraph service, which
was introduced in 1851. The British Empire in India, realized the advantages of
the industry and devoted much time and capital to the expansion of the telegraph
industry. Within four years, 7000 km of telegraph lines were erected, connecting
the North and South. With much labor put into the telegraph industry, the network
expanded rapidly to provide links to Malaysia, Tibet, and Europe via Iraq and
Iran.
The telephone industry was introduced in 1882. Unlike the telegraph industry, the
development of telephones was entrusted to the private sector and was limited to
a few cities. With independence from the British Empire in 1947, India had "321
telephone exchanges, with a capacity of 100,000 lines, 86,000 working
connections, 426 long distance voice circuits, 338 long distance public call
offices, and 3324 public telegraph offices."
Bharat Sanchar Nigam Limited (BSNL) is the premier telecom service provider
of India. BSNL has presence throughout the length and breadth of India. The
main functions of BSNL include planning, engineering, installation, maintenance,
management and operation of voice and non-voice telecommunications services
all over the country.
The Telecom Regulatory authority of India(TRAI) was constituted in Feb 1997, as
an overall regulatory body to monitor the nation’s telecom services and to sort
out disputes among operators and between the Department of
Telecommunication(Dot) and private operators.
14
The Indian Paging Services Association (IPSA) and the Cellular Phone
Association of India (COAI) represent the interests of the paging and cellular
phone companies.
[Ref8]
Bharat sanchar Nigam Ltd. (BSNL)
Videsh Sanchar Nigam Ltd. (VSNL)
Power Grid Corporation of India Limited - (forthcoming projects)
Gas Authority of India Ltd. (GAIL) - (forthcoming projects)
Railtel Corporation of India Ltd. (Railtel) - (forthcoming projects)
In the private sector the main players are : -
Bharti Telenet Ltd.
Reliance Telecom Ltd.
Tata Teleservices Ltd.
HFCL Infotel Limited.
Shyam Telelink Limited.
15
SERVICES PROVIDE
16
SERVICES PROVIDE
BSNL serves its customers as a one stop solution to all telecommunication
needs with possibly the largest bouquet of telecom services; Wire line, CDMA
mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT,
VoIP services, IN Services etc. The company offers vide ranging & most
transparent tariff schemes designed to suite every customer. The services being
offered across the Indian subcontinent barring the cities of Delhi and Mumbai
are:
Telephone
New Telephone Connection
Shift And Transfer Of Telephone
Phone Plus Service
Mobile Phone
Cell one
Excel
Unified Messaging
GPRS/WAP/MMS
SMS & Bulk SMS
Wll Mobile
Internet
Network
Broadband
Wi-Fi
17
Co-Location Service
Web Hosting
Sancharnet
SMS & Bulk SMS
Broadband (Data One)
MPLS VPN
ISDN
Leased Line
Intelligent Network
Free Phone Service
Premium Rate Service
India Telephone Card
Virtual Private Network (VPN)
Voice VPN
Universal Number
Universal Personal Number
Tele Voting
Video Conferencing
Audio Conferencing
I Net
Telex/ Telegraph
Epabx
EPABX
18
Free EPABX
Customer Service Centers
Several Steps have been taken at BSNL to augment the quality of customer
care to international standards.
Access round the clock helps at following toll free numbers
Data one Broadband '1600-424-1600'
PSTN Call Center '1500' (in select states)
Sancharnet Help Desk '1957'
Cell One all India Help '9400024365'
All BSNL Customer Service Centers (CSCs) now remain open on all
seven days from 8.00 AM to 8.00 PM without any break for all activities
Cheque deposit machines have also been installed in many cities, so that
customers can make payments 24X7 at their convenience.
Customers can also make payments by cheque/Demand Draft to BSNL
franchisees all over the country.
With a view to simplify and offer customer friendly services, more than one
Bfone connections can be applied on a single application form.
Accordingly, a single demand note would be issued to the customer in
respect of all the connections applied for
Shifting charges for local as well as all India shifting of fixed telephone
(bfone) has been abolished.
Pagers being given to outdoor staff in a phased manner for speedy
rectification of faults.
Majority of the local network is built up on jelly filled and OFC for trouble
free service.
Internal Distribution Points (DPs) being provided in the customer premises
to eliminate the faults arising out of overhead wires.
19
BSNL MOBILE TARIFF CARD
1. Initial Charges on taking the connection
General
An ant
Old New
a. Initial SIM value/activation charges (inclusive of service tax @12.36%)
Rs. 112 Rs. 1066 Rs. 495
b. Free talk value on initializing the SIM Rs. 30 Rs. 199 Rs. 65
c. Other charges NILNIL NIL
Recharge Coupons Top Up Cards Flexi and C-Top Up Cards
Get 200 SMS (within LSA) free on every new connection (Postpaid or Prepaid)
Get a fancy (vanity) number of your choice on lower rates (Postpaid or Prepaid)
2. Call Charges
A. Intra circle calls (Rs./Min)
General Anant
One IndiaOld New
Pulse rate (Second)60 60 60 60
(i) To GSM Own Network
0.90 1.60 1.00 0.60
Other Network0.90 2.00 1.40 1.00
(ii) To Fixed/WLLOwn Network
0.90 1.60 1.00 1.00
Other Network0.90 2.00 1.4 1.00
(iii) To GSM/Fixed/WLL (any two numbers out of which one number should be land line)
Own Network0.10 0.50 0.50 -
B. Inter Circle Calls(Rs./Min)
20
General Anant
One IndiaOld New
Pulse rate (Second)60 60 60 60
To GSM /WLL /Fixed lineOwn Network
2.00 2.40 2.00 1.00
Other Network2.40 3.00 2.40 1.00
C. International Calls (ISD) (Rs./Min)
General Anant
One IndiaOld New
Pulse rate (Second)60 60 60 60
(i) USA, CANADA, UK & Sri Lanka 7.20 7.20 7.2 7.20
(ii) Europe (Other than UK), Singapore, Thailand, Malaysia, Indonesia, Hongkong, Kuwait, Bahrain, UAE, Oman and Qatar
9.60 9.60 9.6 9.60
(ii) Rest of the world12.00 12.00 12.00 12.00
D. National Roaming Charges (Rs./Min)
General Anant
One IndiaOld New
Pulse rate (Second)60 60 60 60
Roaming subscription (waived off w.e.f. 15 feb 2007)
0 0 0 0
Outgoing calls within visited LSA (Local)1.40 1.4 1.40 1.40
Outgoing calls beyond visited LSA (STD)2.40 2.40 2.40 2.40
Incoming calls1.75 1.75 1.75 1.75
ISD CallsAs mentioned above in point C
3. SMS Charges (Rs. per SMS)
21
General Anant
One IndiaOld New
Local0.60 1.00 1.00 0.60
National1.00 2.00 2.00 1.00
International 5.00 5.00 5.00 5.00
Delivery Report0.10 0.10 0.10 0.10
Missed call alertsFree Free Free Free
SMS while Roaming (National)1.00 2.00 2.00 1.00
Incoming SMSFree Free Free Free
Premium non - P2P SMS As determined by the content provider
4. GPRS Service
General Anant
One IndiaOld New
Activation charges0.00 0.00 0.00 0.00
Volume based usage charges per KB in Rs.0.02 0.02 0.02 0.02
Monthly subscription0.00 0.00 0.00 0.00
5. MMS Service
General Anant
One IndiaOld New
Local/National P2P (Rate per MMS in Rs.)3.00 5.00 5.00 3.00
International (Rate per MMS in Rs.)8.00 8.00 8.00 8.00
M2P (Downloader to pay) As determined by the content provider
6. Miscellaneous
22
General Anant
One IndiaOld New
Voice mail facilityRecording Free
Retrieval O/G Charges
CLIPFree
Call forwarding (Only within same LSA) in Rs.Normal call charges
SIM replacement in Rs.100
Replacement of defective SIM (BSNL fault)0.00
Optional services :
7. Card Values, validity, etc (for subsequent recharge)
RECHARGE COUPONS (Validity vouchers for Rs. 150 revised, Rs. 250 and Rs. 350 are introduced w.e.f. 15.03.2008)
Card Value (Rs)
50 70 100 150 200 250 300 350 500 1000 2000 2500 3000 5000
Processing fee
25 40 70 100 70 190 0 280 0 100 0 0 0 0
Service tax + Edu Cess @12.36%
6 9 12 19 25 31 37 43 62 124 247 309 371 618
Sale Value (Rs)
56 79 112 169 225 281 337 393 562 1124 2247 2809 3371 5618
Talk value (Rs)
25 30 30 50 130 60 300 70 500 900 2400 2500 3000 6700
Validity 10 15 30 90 30 180 30 365 50 120 180 300 365 450
23
(days)
Grace period (days)
7 7 7 7 7 7 7 7 7 7 7 7 7 7
Additional Grace Period for SIM only (days)
30 30 30 30 30 30 30 30 30 30 30 30 30 30
Financial implication as per TRAI guidelines :
Traffic pattern has been taken as per TRAI guideline:C2C Local - 59%, C2F Local - 20%, C2C STD - 14%, C2F STD - 7%
Appro. minutes of use available on each recharge coupon*
25 29 29 49 127 59 294 69 490 882 2353 2451 2941 6569
TOP UP COUPONS
Card Value (Rs) 10 20 50 100 200 500
Processing fee 2 2 0 0 0 0
Service tax + Edu Cess @12.36%
1.24 2.47 6.18 12.36 24.72 61.80
Sale Value (Rs) 11 22 56 112 225 562
Talk value (Rs)8 18 50 100 220 600
24
Validity (days) 0 0 0 0 0 0
Appro. minutes of use available on each Top up coupon*
8 18 49 98 216 588
FLEXI Top up and C-Top up
Basic Price in Rs. Processing Fee in Rs.Bonus Talk Value
in %ge on Basic Price
10 to 49 2 0
50 to 199 0 0
200 to 499 0 10%
500 and more 0 20%
NOTE
A. Validity starts from the date of latest recharge.
B. In case of Anant, the Life Time Validity means the License Period of
the Operator. The License Period for Cellular Services of BSNL is 20
years w. e. f. 29.02.2000. However, the License is understood to be
renewable further on its expiry.
C. During the grace period, no O/G calls shall be allowed except
emergency (toll free) & IVR calls. However I/C should be free during
grace period.
25
D. The unutilized balance amount of the previous card can be carried
forward in case of renewal within the grace period, other wise it shall
lapse.
E. The SIM number can be re-activated with additional period of 30 days
even beyond the grace period of 7 days for all Card values. However,
in such case, the credit balance will lapse but the subscriber will not
have to pay activation charges.
F. Free talk value on initiating the SIM is given to all subscribers. This
value carries the validity of 7 days and usual grace of 7 days each and
additional grace period of 30 days.
G. Reduced call charges @ Rs. 0.10 per minute under prepaid general &
Rs.0.50 per minute under prepaid Anant is applicable for local calls
made to BSNL (Fixed /WLL/Cellular). Under this scheme customer has
to select two BSNL numbers out of which one landline number is
mandatory. The number once selected can't be changed for a period of
six months except for some technical reason.
26
COMPARITIVEANALYSIS
Vodafone
27
We will be the communications leader in an increasingly connected world
Vodafone Group Plc is the world's leading mobile telecommunications company,
with a significant presence in Europe, the Middle East, Africa, Asia Pacific and
the United States through the Company's subsidiary undertakings, joint ventures,
associated undertakings and investments.
The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In
the United States the Group's associated undertaking operates as Verizon
Wireless. During the last two financial years, the Group has also entered into
arrangements with network operators in countries where the Group does not hold
an equity stake. Under the terms of these Partner Network Agreements, the
Group and its partner networks co-operate in the development and marketing of
global services under dual brand logos.
At 31 March 2008, based on the registered customers of mobile
telecommunications ventures in which it had ownership interests at that date, the
Group had 260 million customers, excluding paging customers, calculated on a
proportionate basis in accordance with the Company's percentage interest in
these ventures.
The Company's ordinary shares are listed on the London Stock Exchange and
the Company's American Depositary Shares ('ADSs') are listed on the New York
Stock Exchange. The Company had a total market capitalization of
approximately £99 billion at 31 December 2007.
My Vodafone: with My Vodafone, you can access a series of servicies via
Internet:
CONTRACT
28
View Bill
Change of bank data
Information on consumption
Vodafone Point Programme
CARD
List of calls
Change of card mode
Vodafone Point Programme
Consult credit
Vodafone live! Mi País
New contents, specific to your country, on Vodafone Live!: Music, backgrounds,
tones, practical information and much more. (Available countries: The countries
we have already included are as follows:) Romania, Ecuador, Colombia, Brazil,
Morocco, Argentina, Poland, China, Bolivia, Peru, Russia, Venezuela, Mexico,
Germany, Cuba, Dominican Republic, Portugal, France, Italy, UK.
Point Programe:
With the point programme, every time you use your mobile phone you
accumulate Vodafone Points that you can then exchange for a new mobile, plus
other exclusive servicies. To register, you just have to call 114 free of charge or
enter www.vodafone.es/mivodafone
Answering Machine:
To activate: *147#. To call your answering machine: 177 and if you’re calling
from another phone, dial 607 177 177 (you’ll be asked for an access code).
29
Missed Calls
To activate the service, call 147.
Consumer Information:
Find out what your consumption is at any time. Dial *131# and you’ll receive an
SMS with the consumption accumulated since your last bill (not including quotas
or discounts)
.
SMS Factura:
Thanks to this free service, every month you will receive an SMS showing the
amount of your next bill and the date on which it will be charged to your account.
Activate this service free of charge by dialling *116*#
.
Idea
Company Information
IDEA Cellular is a publicly listed company, having listed on the Bombay Stock
Exchange (BSE) and the National Stock Exchange (NSE) in March 2007.
30
As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to
operate in all 22 Service Areas. Presently, operations exist in 11 Service Areas
covering Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh,
Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh, UP-East,
Rajasthan and Kerala. With a customer base of over 27 million, IDEA Cellular
footprint currently covers approximately 60% of India's telecom population.
A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the
distinction of offering the most customer friendly and competitive Pre Paid
offerings, for the first time in India in an increasingly segmented market.
Customer Service and Innovation are the drivers of this Cellular Brand. A brand
known for their many firsts, Idea is only operator to launch GPRS and EDGE in
the country. Idea has received international recognition for its path-breaking
innovations when it won the GSM Association Award for "Best Billing and
Customer Care Solution" for 2 consecutive years.
IDEA Cellular is part of the Aditya Birla Group, a US$ 24 billion corporation with a
market cap of US$ 31.5 billion and in the league of Fortune 500. Anchored by an
extraordinary force of over 100,000 employees belonging to 25 different
nationalities, over 50% of its revenues flow from its overseas operations. The
Group has been adjudged ‘The Best Employer in India and among the Top 20 in
Asia' by the Hewitt-Economic Times and Wall Street Journal Study 2007.
Our Service Areas
The Indian telecommunications market for mobile services is divided into 22
"Service Areas" classified into "Metropolitan", Category "A", Category "B and
Category "C "service areas by the Government of India. These classifications are
based principally on a Service Area’s revenue generating potential
31
Our operational 11 Service Areas are broken up into Established and New
Service Areas.
Please Note: As per the Government of India regulation. It is mandatory for the
subscribers of pre-paid cellular cards to furnish copies of their Ration Card or
Passport or Driving License or Income Tax PAN Card or Valid Photo Identity
Card. Those purchasing and making payment in cash or uncrossed
cheque/demand draft and without a PAN/GIR number are required to fill in Form
60 or Form 61(for individuals with only agricultural income).
TATA Indicom
Company Information
Tata Communications Ltd. unites the industry and market expertise of VSNL,
VSNL International, Teleglobe, Tata Indicom Enterprise Business Unit, VGSL
32
and CIPRIS to become the leading integrated provider of telecommunications
solutions.
Fortune 1000 and mid-size enterprises, service providers and consumers rely on
our Global Network, encompassing one of the most advanced and largest
submarine cable networks, a Tier-1 IP network, and connectivity to more than
200 countries across 300 PoPs. Our comprehensive portfolio includes
transmission, IP, converged voice, mobility, managed network connectivity, data
centers, communications solutions and business transformation services for
global and Indian enterprises and service providers, as well as broadband and
content services to Indian consumers.
Tata Communications serves its customers from offices in 80 cities across 40
countries, reflecting the diversity of the customers and markets we live in and
serve. Our unique market and industry expertise enables us to deploy a
comprehensive portfolio of communications solutions to customers in existing
and emerging markets worldwide. With a strategic investment in the South
African operator Neotel, Tata Communications possesses a strong anchor to
build an African footprint.
Tata Communications Ltd. is part of the $29 billion Tata Group; it is listed on the
Bombay Stock Exchange and the National Stock Exchange of India and its ADRs
are listed on the New York Stock Exchange (NYSE: TCL).
Tata Communications provides a myriad of opportunities – from in-house
learning and training programs, to a dynamic and diverse work environment, a
pool of industry experts, and rich stepping stones of career development.
Join our global team.
Sales and Customer Relations
33
Grow loyalty and enhance quality customer service while contributing to our
overall revenues. Fast-paced, energetic and solutions-oriented, our Sales team
brings to market customer-responsive solutions.
Professional Services
Enable our customers to meet their evolving demands. Our team of consultants
understands the challenges facing today’s enterprises, service providers and
consumers. Tata Communications’ solution providers, technical architects, and
project managers design and deploy solutions to solve today’s business and
technology challenges.
Networks
Build networks that take communications farther. Our technical architects design,
build and operate high-performance networks, next-generation platforms, and
seamless connectivity solutions to meet today and tomorrow’s customer demand.
Leveraging our industry-leading submarine cable network, our team specializes
in designing and deploying infrastructure for the existing and emerging markets
we serve.
Terms and Conditions 1. Offer available only for new subscribers of prepaid mobile services of
TTSL.
2. The daily rental will be debited from subscriber's account only if he/she
makes any out going call or SMS.
3. The rental charge will be debited from subscriber's account only once
when the first outgoing call or SMS is made during the day.
34
4. If the subscriber does not make any outgoing call through-out the day
(00:00hrs till 23:59hrs), then the daily rental will not be debited from
subscriber's account.
5. During this time, even if the subscriber receives incoming call/SMS, the
daily rental will not be debited from his/her account.
6. Toll free numbers (Customer care, Short codes for SMS based
recharging) will not be considered as an event for charging the daily
rental.
7. The minimum balance criteria of Re.1 to make an outgoing call will be
applicable.
8. This feature will only be applicable to new subscribers/activations from the
date of effect.
9. Date of Effect: 23rd June '08.
How to access Internet?
FAQs
Non-current Tariff plans
*All new subscribers (Go Active Regular, Go Power, Go Speak & Go Life) will get
the benefit of making unlimited free calls to local Tata Phones for a period of 30
days from the date of activation.
Reliance Communications
Company Information
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
35
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.” Reliance
Communications has a reliable, high-capacity, integrated and convergent (voice,
data and video) digital network.
Today, Reliance Communications is revolutionizing the way India communicates
and networks, truly bringing about a new way of life.
An exciting future at Reliance Communications
Our service is based on a very simple principle: provide the world's best
customer experience.
This we achieve through a winning combination of global competencies,
pioneering technology and state-of-the-art customer-centric systems and
processes.
Our mission of changing lives across India meant that we needed to have a
nationwide presence — something we achieved in a relatively short span of time.
Our dream of helping people create, transfer and apply knowledge challenged us
to bring together contemporary communication technology from across the world.
The following attributes define future leadership at Reliance Communications:
Customer centricity.
Initiative and an attitude of ownership.
Passion for excellence and ability to energies.
Problem solving and an innovative "can do" mindset.
Entrepreneurship and stretch.
36
Today Reliance Communications offers challenging assignments and career
opportunities to engineers, MBAs, Telecom network and IT specialists, profit
centre heads as well as young professionals.
Milestones 2007
January 10
Reliance Communications adds a record 1.4 million subscribers in
December ‘06
January 25
Reliance Communications promotes Roger Waters Music Concert
January 29
RCOM shareholders approve tower business demerger with a 99.99%
overwhelming majority
January 30
Overwhelming response to Reliance World’s National Digital Elocution
Competition
January 30
Reliance joins Lenovo and Intel for "Internet on the Move"
February 2
Reliance Communications’ market capitalization tops Rs 1 lakh crore ( 1
trillion rupees or 24.39 billion US dollars) on Bombay Stock Exchange
February 16
Reliance Communications offers best value on roaming
February 26
Search Jobs & Classified Ads from Reliance Mobile World - Reliance
Communications ties up with Naukri.com
March 6
Reliance Communications ushers in ‘Virtual Global Conference Network’
37
March 7
DHIRUBHAI AMBANI – THE MAN I KNEW By KOKILABEN
Book on Founder Chairman launched.
March 16
Reliance Mobile launches ' Suno Zee’
March 19
Demerger of Passive Infrastructure division Reliance Communications &
Reliance Telecom approved by the Bombay High Court
March 21
Reliance World Offers Program to Help Students ’Crack Admissions in
Colleges Abroad’
March 23
Govt’s Rural Telephone Scheme(RDEL)through Reliance
Communications successfully closes by March 31,2007
April 6
Reliance Communications acquires 1.2 million subscribers in March 2007.
April 11
Sunny Days And Nights For Reliance Mobile Subscribers as Reliance
Communications ties up with SUN TV to offer video streaming of all SUN
TV programs online 24x7
May 2
A Classic Bonanza – Reliance Communications unveils handsets @ Rs
777
May 18
Reliance Communications Launches Lifetime Validity Recharge @ Just
Rs.499.
May 25
Reliance Communications launches unlimited calling
38
June 6
Reliance Communications adds 1.4 million new mobile subscribers in
May2007
June 6
Reliance Classic' Makes Music - FM Radio Phones Launched at just
Rs.1888
June 28
Reliance Communications ties up with Cisco to launch Business Internet
Services for SMEs in Pune
July 12
Reliance Communications awards Alcatel-Lucent a Next-Gen network
expansion contract
July 19
RCOM announces sale of equity stake in its Tower Company-Reliance
Telecom Infrastructure Limited
July 25
RCOM join hands with Yatra.com for air and hotel bookings
August 31
Reliance Communications , the official global partner for the first edition of
ICC Twenty 20 World Cup Championship 2007 in South Africa unveils the
coveted Trophy in Mumbai and announces Dhoni - Dhanadan Pack
September 9
Reliance Communications launches Money Transfer on Reliance Mobile
Phones
October 3
Reliance Communications announces Classic Celebrations- Classic
Handset sales top 10 million- Color Handset @ Rs.999
2006
39
January 01
Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance
India Mobile prepaid users to call anywhere in India at Re one per minute.
January 19
Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth
March 06
Reliance Communications Ventures Ltd. (RCVL), India's leading
integrated telecommunications company, a member of the Reliance.
Airtel
Company Information
40
Airtel is committed to bring Seychelles the best in telecommunications. The
strength behind Airtel is the Bharti Group, a telecom giant - the biggest private
integrated telecom conglomerate based in India
Bharti Enterprises has successfully focused its strategy on telecom while
straddling diverse fields of business. From the creation of 'Airtel', one of India's
finest brands, to becoming the largest manufacturer and exporter of world class
telecom terminals under its 'Beetel' brand, Bharti has created a significant
position for itself in the global telecommunications sector.
Bharti Tele-Ventures is today acknowledged as one of India's finest companies,
and its flagship brand 'Airtel', has over 12 million customers across the length
and breadth of India. Bharti Highlights
Bharti's partners in Airtel are Emtel, the premier GSM operator in Mauritius, some
private investors
Registered as Telecom Seychelles Limited and operating under the brand name
of Airtel, the company is licensed to offer comprehensive telecom services
including GSM Cellular, PSTN (Fixed Lines), Fax and Data, International
Roaming, connectivity to Internet Services, Maritime Telecom Services
(INMARSAT) and International Collect and Credit Card calling. Dominating the
market with its service and customer commitment - Airtel has always been at the
forefront of innovation and change in the Telecom sector in Seychelles.
Airtel's Head Office is in Providence & Anse Royale, Mahe. Airtel also has
showrooms in Victoria, Mahe and Grand Anse, Praslin that serve as one-stop
shops for customers.
Airtel provides the whole range of telecom services, from GSM Mobile services,
Airtel Prepaid Mobile Cards available at a string of outlets, International
Roaming with 157 operators in 65 countries, a host of Value Added Services,
Fixed Cellular services and a fast growing Fixed Line network as well.
41
All this, of course, comes to you with the distinct Airtel advantage of excellent
Tariffs, the best GSM Coverage on the islands, world class Technology from
industry leaders like Ericsson and Scientific Atlanta and 24-hour Customer Care.
In addition to telecom services, Airtel also recently acquired a 4-star luxury 124-
bedroom hotel in Seychelles, called Le Meridian bar barons Beach Hotel.
OUR VISION
"To provide global telecom services and delight customers."
OUR MISSION
We will meet the mobile communication needs of our customers through:
Error- free service delivery
Innovative products and services
Cost efficiency
Unified Messaging Solutions
New Delhi, May 15, 2008: AirTel – India’s premier mobile service today
announced the most simple tariff plan “AirTel 0,1,2” Plan, for subscribers
choosing to go mobile. Realizing the dilemma a consumer has to wade through
while deciding on a tariff plan, this plan is intended for new entrants to the mobile
community. A new entrant today, sifts through about 28 plans on an average (4-6
players each offering on an average 5-6 tariff plans) before deciding on a tariff
plan.
42
Simplicity & great value are key proposition of “AirTel 0,1,2” Plan. In addition to
the proposition of free incoming calls from anywhere, anytime; out going local
calls to any GSM mobile for subscribers choosing this plan would cost only
Re.1/minute (all inclusive). STD calls, mobile-to-mobile anywhere in the country
would cost a paisa less than Rs. 2 / minute (all inclusive, composite rates). All
this is for a net monthly charge of Rs. 299 only. What’s more, the customer does
not have to give any entry deposit for making mobile-to-mobile STD calls. At less
than Rs.2, making an STD call is cheaper than using a landline.
Announcing the new plan, Mr. Manoj Kohli, President Mobility Leaders, Bharti
Tele-Ventures, said, “AirTel continues to be India’s leading mobile operator with
the largest number of customers. We have always taken the lead in bringing
benefits to the customers in form of attractive tariff plans; value added services
and world class customer service. With AirTel 012, we are now taking the lead in
simplifying the entry plan for consumers who are confused by the complexity &
the multitude of plans. “AirTel 0, 1, 2” Plan is the simplest & the most affordable
plan for a mobile customer, reinforcing our commitment to deliver the best value
for the customer in the market.
About Bharti
Bharti Tele-Ventures is India’s leading private sector provider of
telecommunications services with an aggregate of 3.60 million customers as of
April 30, 2003, consisting of approximately 3.22 million mobile and 380,000 fixed
line customers. We are the largest mobile operator in the country. Our all India
market share as on April 30, 2003 was 24%. Mobile services constitute the
largest portion of our business both in terms of total revenues and total
customers. We also provide fixed-line, long distance, group data and enterprise
services including VSAT and Internet services.
43
The company seeks to capitalize on the growth opportunities that it believes are
available in the Indian market and consolidate its position to be an integrated
telecommunications service provider, with a focus on mobile services.
For the year ended March 31, 2003, the company’s revenue and EBITDA as per
un-audited IAS accounts were Rs.3083 chore (US$ 649 million) and Rs.771 core
(US$ 162 million), respectively. As on March 31, 2003, the company has made a
gross investment of over Rs. 9700 cores in building telecom in India.
The Company today offers mobile services in Fifteen out of 22 circles in India. As
of April 30, 2003, approximately 91% of India’s total number of mobile
subscribers resided in Bharti’s existing and proposed mobile circles, according to
COAI reports. Bharti Tele-Ventures was the first private sector operator to
provide fixed-line services in India when it commenced providing services in the
Madhya Pradesh & Chhattisgarh circle in June 1998. BTVL also provides fixed-
line services in Haryana, Delhi, Tamil Nadu and Karnataka circles.
The company complements its mobile and fixed-line 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 long distance and data enterprise services has
enormous support from this connectivity and facilitates us in offering best value
to our customers .
The company provides reliable end-to-end data & enterprise services to the
corporate customers by leveraging its nationwide fiber optic backbone, last mile
connectivity in fixed-line and mobile circles, VSATs, ISP and international
bandwidth access through our gateways and landing station.
44
FINANCE
45
Market share March 2008
land WLL CMTS Total market
BSNL 31552 4578 36212 72342 24.29
MTNL 3678 290 3241 7209 2.41
Bharti 2283 61985 64268 21.37
Reliance 874 38777 6676 46327 15.42
Vodafone 44126 44126 14.69
Tata Tele 722 24330 25052 8.32
Idea 24002 24002 7.89
Airtel 10610 10610 3.51
Others 305 406 5506 6627 2.09
Total 39414 68381 192358 300153
46
Revenue earned by BSNL during last five years
47
Gross Fixed Assets
Cumulative Capital Outlay
BSNL has Gross Fixed Assets of over Rs. 118649 Cores (US $ 27.21 billion) as on 31.03.2007
Gross Investment in Fixed Assets
48
The BSNL is making substantial investment year to year for its network
expansion and modernization. During the current financial year BSNL has made
the gross investment of Rs. 8153 core ( US $ 1.87 billion) in Fixed Assets. These
investments have been financed by the internal accruals
Telephone Nos & Tele Density (India)
49
Year Tel Nos (Millions) Tel. Density
1948 0.08 0.02
1981 2.15 0.31
1991 5.07 0.60
2000 28.53 2.86
2002 44.96 4.29
2004 76.53 7.08
2005 98.41 12
2006 140.32 12.80
MAR 2008 300.15 26.19
50
RESEARCH METHODOLOGY
Research Methodology
51
The data of this project is collected from the various customer interface points
such as different colleges (SHIBLICOLLEGE, D.A.V. COLLEG) (PURANI
KOTWALI (CHOWK)), Markets and through Dealers and Distributors of BSNL
AZAMGARH
Research Design
1. Research Category: Exploratory Research – Points out outcomes but do
not give reasons.
2. Research Type: Descriptive Research – as it involved individual analysis
with results based on intuitions & judgment.
3. So the study follows “CASE METHOD”.
Sample Size: Sample size is 370, which is based on the “SIMPLE
RANDOM SAMPLING”
Research Tools & Questionnaire
1. The Data was collected through “Survey Questionnaire Method”, &
“Telephonic Interview”.
2. The Questionnaire provided to the respondents was a “Structured –Non
Disguised” consisting of “Multiple Choice Questions” as well as some
“Open Ended Questions”.
Action Plan for Data Collection
1. The Questionnaire was provided either personally or through telephone to
the respondents, with instruction of how to fill them.
52
2. Face to Face questioning was also done.
Data Collection
The whole research is based on primary data as well as secondary data
Primary Data:
Primary data collected through the questionnaire from the various users of BSNL,
Airtel, Vodafone, Idea and Reliance communication for the quantitative analysis.
Secondary Data:
Secondary data collected through the magazines, newspapers, Internet,
Distributors, Dealers and the advertisement for the qualitative analysis.
53
SAMPLE STATUS
STEPS IN SAMPLING PROCESS
Steps Description
1.Define population The target population is defined (i.e. who is to be
surveyed?) in terms of (a) element (b) Units
2.Specify sampling frame
The means of representing the element of the
population e.g. college students, population coming to
markets, malls etc.
3. Specify Sampling Unit for sampling which holds the sampling elements
4. Specify sampling method
The method by which the sampling unit to be selected
is described i.e. probability / non-probability.
5. Determine Sample Size
The number of elements of the population to be
sampled is chosen.
6. Specify sampling plan
The operational procedure for selection of sampling
units is selected.
7. Select the sample The office and field work necessary for the selection of
the sample are carried out.
54
SAMPLE SIZE:
100 customers/respondents.
The customers of BSNL, Airtel, Vodafone, Idea and Reliance
communication.
The Age of respondents is approximately between 18-45 yrs.
Total of 100 respondents, 65% are the males and rest 35% are the
females.
It is based on the convenient sampling.
Reasons for selecting convenient sampling.
Time constraint
Resource constraint
LIMITATIONS OF RESEARCH
• The results through the questionnaire not always correct.
• Convenient sampling some time leads to the distortion in results.
• The sample size of 100 consumers not sufficient for exact results
Sample size
The sample size taken for this market research was 100. But this sample size is
too small to be a true representative for population size. The data collected from
this sample size cannot be generalized for the population.
55
DATA ANALYSIS
56
DATA ANALYSIS
This is the analysis of 100 respondents who are the customers of various cellular
service providers. Most of these customers are college students, Customers who
come to malls, Customers who come to markets. Through this questionnaire
analysis I wanted to find/analyze quantitatively the objectives of my project.
1. Which network connection you are using?
31%
25% 24%
14%
06%
Airtel Vodafone Reliance Idea BSNL
0
10
20
30
Count
57
From the above graph we can see that Vodafone is in the top followed by
Airtel and Idea in terms of network connection used by the target population.
What is the most important factor for you while buying a connection?
From the graph we can see that customers give preferences to those cellular
service providers who provide better connectivity and those who have better
plans for customers. We also found that customers are no more inclined
towards the brand name until and unless that brand satisfies the needs of the
customer.
34% 34%
20%
12%
Connectivity Better Plans Brand Name Any Other
0
10
20
30
40
Count
58
What kind of problem you generally face while making a call?
While making a call cellular service customers faces maximum number of
problems of voice cut i.e. disappearing of voice in between a call or unclear
voice. After the voice cut problem there come network problem which occur
due to the unavailability of channels or because of heavy traffic in channels.
The other problem customer faces is the End of call, it occurs, when call gets
disconnected in between of chat. Any other problems related with making a
call come at the bottom.
36% 35%
15%
14%
Network Problem Voice Cut End of Call Any other
0
10
20
30
40
Count
59
How many times you make a call in a day?
Maximum numbers of customers make more than 5 calls in a day. Customers
who make 3-5 calls in a day come next followed by those customer who make
1-3 times and 0-1 times respectively
50%
29%
19%
02%
0-1 times 1-3 times 3-5 times More than 5 times0
10
20
30
40
50
60
Count
60
What is your monthly expense on mobile recharge?
Maximum number of customer’s monthly expenses on mobile is between
Rs.150-300. customer’s spending between Rs.300-500 come next, those
customer’s who spend more than Rs.500 come at the 3rd place and those
customers who spend less than Rs.150 are at the last.
40%
24% 23%
13%
Less than Rs.150 Rs.150-300 Rs.300-500 More than Rs.5000
10
20
30
40
50
Count
61
With which of these BSNL cellular services you are most familiar?
If we see, the customers who know about Cell One plan and services, come
to know through other sources, then there come friend as a source of
information followed by Dealers and advertisement respectively. In case of
Excel Dealers are the main sources of information but if we see the Trang
services and plans Friends as a source of information are ways ahead of
other sources.
Cell One Excel Trang
0
5
10
15
20
25
Count
X7
Advertisement
DealersFriendsOther Source
62
From which source you know about BSNL service & plans?
Customers know about BSNL services and plans through their friend circle.
Other sources come next. Dealers as a source of information come at number
3 spot and at the last customer come to know about BSNL services and plans
from advertisements.
39%
22% 21%
18%
Advertisement Dealers Friends Other Source0
10
20
30
40
Count
63
Have you ever use any of BSNL cellular service?
Maximum number of those customers who have ever used BSNL cellular
services or using BSNL cellular services thinks that BSNL is best suitable for
Lower level customers followed by those customers who think BSNL is for
youth and middle level customers
Maximum numbers of those customers who have not used BSNL services
think that it is best suitable for lower level customers. It is followed by the
customers who think that BSNL is suitable for middle level, then there come
customers who think it is suitable for every one, any other and youth
respectively.
Yes No
0
5
10
15
20
25
30
Count
X10
Middle Level
Youth
Lower Level
Everyone
Any Other
64
What’s your opinion about BSNL plans?
Most of the customers think that BSNL services and plans are basically for
lower level groups. Customers who think that BSNL is for middle level groups
come at no. 2 spot. Only 11% customers think that it is for youth, after that
there come customers who think it is for everyone followed by any other
option.
47%
22%
12% 10% 09%
Middle Level Youth Lower Level Everyone Any Other0
10
20
30
40
50
Count
65
. Are you interested in switching over to some other network?
Around 61% customers do not want to switch over their present cellular
service provider because they think that it can be problem for them because
they find tough to inform each and everybody about their new contact
number. The customers who may shift their present cellular service provider
come at no.2 and the customers who are very sure that they are going to
change their present cellular service provider come at no.3 spot.
61%
23%
16%
Yes No May Be
0
10
20
30
40
50
60
70
Count
66
How you rate the services of your present network?
Most of the customers rate their present cellular service as an Average
service this is because they want each and every available facility in their
present plans, which is a very tough task for any cellular service provider to
provide. customers rate their present network as a good cellular service.
Customer’s who rate their present service poor are at no.3 followed by very
good and very poor.
43%
29%
14% 13%
01%
Very Good Good Average Poor Very Poor
0
10
20
30
40
50
Count
67
CONCLUSION
68
CONCLUSION
After the above whole survey the Primary data we collected through
questionnaire and the secondary data we collected through Dealers, Distributors,
magazines, internet etc. can be concluded as:-
Vodafone has the maximum number of users in the market.
Connectivity and better plans are the two major factors which customer
keeps in mind while buying a cellular connection.
Voice cut and the network problems are the major problems which
customer generally faces while making a call.
Maximum number of customers makes more than 5 calls in a day.
Maximum number of customers has monthly expenses of Rs.150-300
on their cellular services.
Customers generally come to know about BSNL plans and services
through their friends.
Customer comes to know about Excel plan and services through other
sources (Other than friends, dealers, advertisements).
In case of Call one services Dealers are the main source of
information.
In case of Trump services and plans Friends as a source of information
are way ahead of other sources.
Most of the customers think that BSNL services and plans are best
suited for Lower level customers.
Most of the customers do not want to switch over their present cellular
service provider.
69
Most of the customers find their present service average.
Maximum number of Airtel customers rate Airtel services good.
Maximum number of Vodafone customers rate Vodafone services
average.
Reliance customers rate their service average.
Maximum number of Idea customers rates their services poor.
Those customers who use other cellular services rate their services
average.
Airtel customers have maximum problem in terms of voice cut while
making a call.
Vodafone customers have maximum number of other problems other
than network problem, voice cut, and end of call.
Reliance customers have a major problem of network.
Idea customers only faces network and voice cut problem.
BSNL service users have problems in terms of network and voice cut.
Most of the customers who make 0-1 call in a day have a monthly
expense of Rs.300-500 on their cellular service.
Most of the customers who make 1-3 calls in a day have a monthly
expense of more than Rs.500 on their cellular service.
Most of the customers who make 3-5 calls in a day have a monthly
expense of Rs.300-500 on their cellular service.
Most of the customers who make more than 5 calls in a day have a
monthly expense of Rs.150-300 on their cellular service.
Customers who give preference to connectivity while buying a cellular
connection generally makes more than 5 calls in a day.
Customers who give preference to better plans while buying a cellular
connection generally makes more than 5 calls in a day.
Customers who give preference to brand name while buying a cellular
connection generally make 3-5 calls in a day.
Customers who give preference to any other reason while buying a
cellular connection generally make 1-3 calls in a day.
70
Maximum of those customers who want to switch their current cellular
rate their service average.
Maximum of Airtel customers bought the connection by looking the
good connectivity as a major factor.
Better plans and connectivity both were the major factors which
influenced the Vodafone customers to but the Vodafone connection.
Reliance customers bought the connection by seeing the brand name
and better plans.
While buying the Idea connection customers got influenced by better
plans.
Better plans influenced customers of the other cellular service.
College students are not much aware of BSNL plans and services.
70% of college students who come from outside NOIDA first opt for
IDEA, after finding network problem in then they think or actually
switch to other cellular services.
Airtel is still on top among college students but loosing its customers
rapidly.
Idea is having a mixed client base.
Idea has edge over its competitors in terms of better customer care,
more choices of plans, low rentals.
In Idea areas that need to improve is network.
Airtel is having upper middle and upper class customer base.
Airtel has edge over competitors in terms of best network coverage;
more value added services, Blackberry services, more market
experience (more than a decade).
In Airtel areas that need to improve: Low customer base of lower
middle and lower class customers, high call rates.
Vodafone has a mixed customer base (upper, lower and lower middle
class).
71
RECOMMENDATIONS
72
RECOMMENDATIONS
On the basis of findings in this research a few suggestions are made to the BSNL
as it become important for the company to review its approach with reference to
the new targets.
1. As far as my research is concerned, I think BSNL should lower the tariffs
to attract more customers like other service provider.
2. BSNL should introduce various promotional schemes for longer durations.
3. Develop new strategies and services for enhancing its image among
customers
4. BSNL should even improve its networking to meet the competition offered
by the other companies.
5. The company should develop personal relations with the subscribers.
6. BSNLa should go for extensive consumer survey for every new product
launching.
73
7. After sales service needs to be improved in almost every region.
LIMITATION
74
The limitations of the survey are as follows:
Many people had to be visited more than once to contact the relevant
person as the person in concern was found busy or was at sometime
unavailable.
Due to time and accessibility constraint the sample was confined to a
small size.
Some degree of biaseness might have crept in the response of the
respondent in spite of several cross queries.
The reluctance on the part of the respondent to give information was yet
another limitation faced during the course of the study.
In some places some other persons were assigned to answer the queries,
this was also one of the factor, which affected the research.
Despite of all these limitations, wholehearted efforts and exhaustive
research was undertaken to fulfill the objective of the project.
75
QUESTIONNAIRE FOR RESEARCH
76
QUESTIONNAIRE FOR RESEARCH
1. Which network connection you are using?
a. Airtel
b. Vodafone
c. Reliance
d. Idea
e. BSNL
f. Tata indicom
2. What is the most important factor for you while buying a connection?
a. Connectivity
b. Better Plans
c. Brand Name
d. Any Other
3. What kind of problem you generally face while making a call?
77
a. Network problem
b. Voice cut
c. End of call
d. Any Other
4. How many times you make a call in a day?
a. 0-1 times
b. 1-3 times
c. 3-5 times
d. More than 5 times
5. What is your monthly expense on mobile recharge?
a. Less than 150
b. Rs.150-300
c. Rs.300-500
d. More than Rs.500
6. With which of these BSNL cellular services you are most familiar?
a. Excel
b. Cell One
c. Tarang
7. From which source you know about BSNL service & plans?
a. Advertisement
78
b. Dealers
c. Friends
d. Other Source
8. Have you ever use any of BSNL cellular service?
a. Yes
b. No
9. If yes then, how you find BSNL cellular service?
a. Very Good
b. Good
c. Average
d. Poor
e. Very Poor
10. What’s your opinion about BSNL plans?
a. It’s for Middle level.
b. It’s for Youth.
c. It’s for Lower level.
d. It’s for Everyone
e. Any Other.
11. Are you interested in switching over to some other network?
79
a. Yes.
b. No.
c. May be.
12. If yes then, would you like to try out BSNL service?
a. Yes.
b. No.
c. May be.
13. How you rate the services of your present network?
a. Very Good.
b. Good.
c. Average.
d. Poor.
e. Very Poor.
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Personal Information:
Name: _______________________________
Age:
__Below 21 ___21-30yrs. ____31-40yrs. ____40yrs. & above
Gender: ____Male ____Female
Contact No. _____________________
Which Social status you fall into:
▫ Unemployed
▫ Receiving education
▫ Professional
▫ Business
▫ Other………..
To which income group you fall in: (monthly)
81
▫ Below 10,000
▫ 10,000 to 20,000
▫ 20,000 to 30,000
▫ 30,000 to 40,000
▫ 40,000 & above
BIBLIOGRAPHY
82
BIBLIOGRAPHY
WEBSITES:
1. http://bsnl.com
2. Market Research by
Competitive Strategy Michael .E. Potter
Internal sources and feedback data
MAGZINES
1. Business world.
2. India today.
3. Out look.
Research Methodology
83
1. C.R.KOTHARI
84
