COMPARISION OF TATA AND RELIANCE BROADBAND AT BAREILLY

RESEARCH PROJECT REPORT(MBA - 043)

ON

“Customer preference while purchasing wireless internet broadband service- A comparative study of Reliance

communications and Tata teleservices”

Submitted in Partial Fulfilment ofMaster of Business Administration (MBA)

Programme: 2009 -11Of

Gautam Budhha Technical University, Lucknow

Under the Supervision of SUBMITTED BY(M/s Priyanka Sharma) Anup Kumar SinghMBA Department ROLL NO. -0901470008S.R.M.S.C.E.T., Bareilly

Faculty of Management ScienceShri Ram Murti Smarak College of Engineering & Technology, Bareilly

(College Code – 014)

Shri Ram Murti Smarak College of Engineering & Technology, Bareilly (U.P.)

1

Faculty of Management Science

Certificate

This is to certify that Mr. Anup Kumar Singh, a student of MBA IV Semester has

completed his Research Project Report titled “Customer preference while

purchasing wireless internet broadband service- A comparative study of Reliance

communications and Tata Teleservices” assigned by MBA Department and under

my supervision.

It is further certified that He has personally prepared this report that is the result of his

personal survey/observation. It is of the standard expected to MBA student and hence

recommended for evaluation.

Supervisor

(Mrs. Priyanka Sharma)

Above statement is endorsed.

(Anant Kumar Srivastava)Head - MBA

Declaration

2

I hereby declare that the project, which is being presented in this report, entitled

“Consumer Perception towards service quality – Customer preference while

purchasing wireless internet broadband service- A comparative study of Reliance

communications and Tata Teleservices, is an authentic record of my own work

during the period of 4 weeks from as a part of my MBA course of GBTU Lucknow.

The information which is given by me in this report is exclusively for the

concerned organization and the institute. It would not be submitted by me anywhere

else.

Anup Kumar Singh

MBA 2nd Year

Acknowledgement

3

No work can be done in isolation and this work was no exception. It required the time

and efforts of many people without which this would have been very difficult. This

research work is based on the information provided by Reliance and Tata Teleservices

in their website. I am thankful to Mrs. Priyanka Sharma for her guidance and

encouragement in complementing my dissertation work.

I would also like to thank to our Dr. S P Gupta, Director General (SRMSCET

Bareilly) and Anant Kumar Srivastava, HOD (FMS) who gave me this opportunity to

work on my dissertation project as per requirement of GBTU MBA Curriculum.

Last but not the least I thank my parents and friends who were consistent source of

inspiration and gave me courage and resources to complete my research.

Anup Kumar Singh

Roll no.0901470008

CONTENT

TOPIC PAGE NO.

4

Chapter- 1 Introduction 1

1.1 Introduction of the topic 1

1.2 Company Overview-Reliance Communications 10

1.3 Company Overview-Tata Teleservices 19

1.4 Details about the Research Topic 31

1.5 Research question & objective 32

1.6 Research problems questions. 32

Chapter-2 Literature review 34

Chapter -3 Research Design 36

3.1 Introduction 36

3.2 Data type 36

3.3 Sample design, sample frame, sample size 37

3.4 Research instrument 37

Chapter-4 Data analysis and interpretation 41 Chapter-5 Findings and Recommendation 56

5.1 Findings 56

5.2 Recommendations 57

5.3 Conclusion 57

5.4 Limitations 58

Bibliography 59

Annexure 60

List of tables. Page no.

Table no. 1. No of users of Tata and reliance broadband 41

5

Table no 2. Factors responsible for awareness of respondents 42

Table no 3. Satisfaction of respondents with respect to price. 43

Table no 4. Impact of tariff plans on purchase decisions. 44

Table no 5. Satisfaction level of consumers over tariff plans 45

Table no 6. Response of consumers over free data usages. 47

Table no 7. Responses over internet connecting device. 48

Table no 8. Satisfaction level of consumers toward customer care. 50

Table no.9. Satisfaction level of consumers with the internet speed. 52

Table no 10. Satisfaction of consumers with respect to the service. 54

List of Figures. Page no.

6

Fig. No. 1. % of Tata and reliance wireless broadband users 41

Fig. No. 2. % of factors responsible for awareness. 42

Fig. No. 3. Satisfaction of respondents with respect to price 43

Fig. No.4. Impact of tariff plans on purchasing 44

Fig. No.5. Satisfaction level of consumers over tariff plans 46

Fig. No. 6. Response of consumers over free data usages. 47

Fig. No. 7. Responses over internet connecting device. 49

Fig. No. 8. Satisfaction level of consumers toward customer care. 51

Fig. No. 9. Satisfaction level of consumers with the internet speed. 53

Fig. No. 10. Satisfaction of consumers with respect to the service. 54

Chapter 1:- Introduction

1.1 Introduction of the topic

7

This chapter includes a brief introduction about Indian telecom Industry, about

Reliance communications and Tata Teleservices, their history and all other important

points. Besides this a detail summary of my research topic, its objective as well as

research question are covered in this chapter.

Introduction of Theme

The theme of my research report is based on “Customer preference”, where in I have

to find out the preference of customers towards wireless internet broadband services

provided by reliance and Tata. Customer preference can be analyzed on few

parameters listed as-

portability of internet connecting device

speed of internet

tariff plans

free data usage being provide to them by company

price of the service

Coverage area of the service.

Indian Telecom Industry

8

At 110.01 million connections ' Indian Telecom Industry' is the fifth largest and fastest

growing in the world. The subscriber base has grown by 40% in 2005 and is expected

to reach 250 million in 2007.

Over the last 3 years, two out of every three new telephone connections were wireless.

Consequently, wireless now accounts for 54.6% of the total telephone subscriber base,

as compared to only 40% in 2003. Wireless subscriber growth is expected to grow at

2.5 million new subscribers every month in 2007. The wireless subscriber base

skyrocketed from 33.69 million in 2004 to 62.57 million in FY 2004 -2005. The

wireless technologies currently in use ' Indian Telecom Industry ' are Global System

for Mobile Communications (GSM) and Code Division Multiple Access (CDMA).

There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19

telecommunication circles and 4 metro cities, covering more than 2000 towns across

the country. And the numbers are still growing for ' Indian Telecom Industry '. '

Telecom Industry in India ' is regulated by 'Telecom Regulatory Authority of India'

(TRAI). It has earned good reputation for transparency and competence. Three types

of players exists in ' Telecom Industry India ' community -

• State owned companies like - BSNL and MTNL.

• Private Indian owned companies like - Reliance Infocomm and Tata

Teleservices.

• Foreign companies invested like - Hutchison-Essar, Bharti Tele-Ventures,

Escotel, Idea Cellular, BPL Mobile, Spice Communications etc.

9

The ‘ Indian Telecom Industry ‘ services are not confined to basic telephone but it

also extends to internet, broadband (both wireless and fixed), cable TV, SMS, IPTV,

soft switches etc. The bottlenecks for ' Indian Telecom Industry ' are:

• Slow reform process.

• Low penetration. Service provider’s bears huge initial cost to make inroads and

achieving break-even is difficult.

• Huge initial investments.

• Limited spectrum availability and interconnection charges between the private

and state operators.

The Government Broadband Policy 2004, aims at 9 million broadband connections

and 18 million internet connections in 2007. ‘Indian Telecom Industry ' is currently

expected to contribute nearly 1% to India's GDP which is heartening and estimated to

grow further and brighten the ' Scenario of Indian Telecom Industry’

The Indian telecommunication industry is the world's fastest growing industry with

771 million mobile phone subscribers as of January 2011.It is also the second largest

telecommunication network in the world in terms of number of wireless connections

after China. See List of countries by number of mobile phones in use.

As the fastest growing telecommunications industry in the world, it is projected that

India will have 1.159 billion mobile subscribers by 2013.Furthermore; projections by

several leading global consultancies indicate that the total number of subscribers in

India will exceed the total subscriber count in the China by 2013. The industry is

10

expected to reach a size of 344,921 crore (US$76.57 billion) by 2012 at a growth rate

of over 26 per cent, and generate employment opportunities for about 10 million

people during the same period. According to analysts, the sector would create direct

employment for 2.8 million people and for 7 million indirectly. In 2008-09 the overall

telecom equipments revenue in India stood at 136,833 crore (US$30.38 billion) during

the fiscal, as against 115,382 crore (US$25.61 billion) a year before.

Internet

India has the world's third largest Internet users with over 100 million users (of whom

40 million use the internet via mobile phones) as of December 2010.[36] Internet

penetration in India is one of the lowest in the world which is 8.4% of the population,

compared to other nations like United States, Japan or South Korea where internet

penetration is significantly higher than in India.

The number of broadband connections in India has seen a continuous growth since the

beginning of 2006. As of December 2010, total broadband Internet users in the

country have reached 10.92 million. See List of countries by number of broadband

Internet users

Broadband in India is more expensive as compared to Western Europe/United

Kingdom and United States.

After economic liberalization in 1992, many private ISPs have entered the market,

many with their own local loop and gateway infrastructures. The telecom services

11

market is regulated by the TRAI and the DoT, which has been known to impose

censorship on some websites.

List of Internet Service Providers in India

This is a list of the main Internet service providers in India.

State Owned

* BSNL - servicing all of India except Mumbai and Delhi. Triple-play Broadband

Services provided by ADSL and VDSL. Also providing internet services over GPRS,

3G, as well as WiMax.

* MTNL - servicing Mumbai and Delhi. Triple-play Broadband Services provided

by ADSL under the "Tri-Band" brand. Also providing GPRS and 3G internet services.

Both companies are also pioneering 3G services in selected circles. BSNL has also

started EVDO services since November, 2007.

Privately owned, nationwide

* Airtel - ADSL, GPRS & 3G

* Aircel - GPRS & 3G

* Hathway - Broadband over Cable

* Hayai Broadband - FTTH, 802.16e/Mobile WiMax (to be launched)

* Idea - GPRS & 3G

* MTS India - CDMA/EV-DO

12

* O-Zone Networks Private Limited - Pan - India Public Wi-Fi hotspot provider

* Reliance Communications - ADSL, GPRS & 3G, Metro-Ethernet, CDMA/EV-

DO, Wimax

* Reliance Industries - LTE (to be launched)

* Sify - Broadband over cable

* Spectranet - Broadband over cable

* Tata DoCoMo - GPRS & 3G

* Tata Indicom - ADSL, CDMA/EV-DO, Metro-Ethernet, WiMax

* Tikona Digital Networks - Wireless 4G Broadband(OFDM)

* Vodafone - GPRS & 3G

* YOU Broadband & Cable India Limited (formerly YOU Telecom) -

Broadband over cable

Privately Owned, regional

* Asianet Data Line - Broadband over Cable, Kerala

* Beam Telecom - FTTB, Hyderabad

* Fivenet - Broadband over Cable (Mumbai, currently expanding to Pune, Haryana

and other regions)

* Honesty Net Solutions - Broadband over Cable, Mumbai

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* IOL Netcom

* Railwire - Broadband over Cable; Whitefield, Bangalore

There are a large number of small players with very limited coverage areas.

Enterprise/Wholesale Only

* GAILTEL

* Railtel

* STPI

* Powertel

Low Speed Broadband (256 kbit/s - 2 mbit/s)

The current definition of Broadband in India is speeds of 256 Kbit/s. TRAI on July

2009 has recommended raising this limit to 2 Mbit/s.

As of October 2010, India has 10.52 million broadband users, constituting 6.0% of the

population. India ranks one of the lowest provider of broadband speed as compared

countries such as Japan, South Korea and France.

Because of the increase in Broadband penetration and the quality of service steadily

improving, many non-resident Indians are now enjoying the ability to communicate

with family in India from around the world. However, many consumers complain that

ISPs still fail to provide the advertised speeds - some even failing to meet the 256

kbit/s standards.

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High Speed Broadband (over 2 Mbit/s)

• Airtel has launched plans up to 16 Mbit/s on ADSL2+ enabled lines and is

piloting new 30 Mbit/s and 50 Mbit/s plans in limited areas.

• Beam Telecom offers plans up to 6 Mbit/s for home users and has 20 Mbit/s

plans available for power users in only Hyderabad city.

• BSNL offers ADSL up to 8 Mbit/s in many cities.It also started offering FTTH

speeds ranging from 256Kbps to 100Mbps.

• Hayai Broadband will offer FTTH services up to 100 Mbit/s, with an Internal

network speed of 1 Gbit/s.

• Honesty Net Solutions offers Broadband over Cable at up to 4 Mbit/s.

• MTNL offers VDSL at speeds up to 20 Mbit/s in selected areas

• Reliance Communications offers 10 Mbit/s and 20 Mbit/s broadband internet

services in selected areas.

• Tata Indicom offers 10 Mbit/s, 20 Mbit/s and 100 Mbit/s options under the

"Lightning Plus" tariffs structure

• O-Zone Networks Private Limited Pan-India public Wi-Fi hotspot provider

giving wireless broadband up to 2 Mb/s.

The main problem consumers face with High Speed Broadband in India is that they

are frequently expensive and/or they have limited amounts of data transfer included in

the plan.

15

Data of internet users in India 1

YEAR Users Population % Pen. Usage Source

1998 1,400,000 1,094,870,677 0.1 % ITU

1999 2,800,000 1,094,870,677 0.3 % ITU

2000 5,500,000 1,094,870,677 0.5 % ITU

2001 7,000,000 1,094,870,677 0.7 % ITU

2002 16,500,000 1,094,870,677 1.6 % ITU

2003 22,500,000 1,094,870,677 2.1 % ITU

2004 39,200,000 1,094,870,677 3.6 % C.I. Almanac

2005 50,600,000 1,112,225,812 4.5 % C.I. Almanac

2006 40,000,000 1,112,225,812 3.6 % IAMAI

2007 42,000,000 1,129,667,528 3.7 % IWS

2009 81,000,000 1,156,897,766 7.0 % ITU

2010 81,000,000 1,173,108,018 6.9 % ITU

1.2 Company overview-Reliance communications

Type Public

Industry Telecommunications

1 Source web site of times of India timesofindia.indiatimes.com

16

Founded 2004

Headquarters Navi Mumbai,Maharastra , India

Key people- Anil ambani (chairman)

Satish seth (M.D.)

Products Wireless ,Telephone, Internet, Television

Reliance Communication (R Com) is the second largest Telecom company in India

in terms of customers. The Company has a customer base of 125 million including

over 2.5 million individual overseas retail customers. It ranks among the Top 5

Telecom companies in the world by number of customers in a single country. Reliance

Communications corporate clientele includes 2,100 Indian and multinational

corporations, and over 800 global, regional and domestic carriers. A pan-India

network, covering over 24,000 towns and 600,000 villages has been established by

Reliance Communications. Reliance Communications owns and operates the next

generation IP enabled connectivity infrastructure comprising over 190,000 kilometres

of fibre optic cable systems in India, USA, Europe, Middle East and the Asia Pacific

region.

Reliance Globalcom serves over 2,100 enterprises, 200 carriers and 2.5 million retail

customers in 163 countries across 6 continents.

Reliance Communication has acquired 3G license in 13 circles out of total 22 circles.

Reliance has launched 3G services in 9 circles by 26 January 2011

17

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 revolutionising the way India communicates and

networks, truly bringing about a new way of life.

Background of the Company

It ranks among the top 5 telecommunications companies. In the world by number of

customers in a single country. Reliance Communications corporate clientele includes

2,100 Indian and other nations, and over 800 global, regional and domestic carriers.

The company has established a pan-India, next-generation, integrated (wire less and

wire line), convergent (voice, data and video)digital network that is capable of

supporting services spanning the entire communications value chain, covering over

24,000 towns and 600,000 villages.

History of the company

Reliance group was founded by Dhirubhai Ambani in 1966 as a polyester firm.

Dhirubhai started the equity cult in India. Reliance later entered into financial

services, petroleum refining, power sector. By 2002 Reliance had grown into a $15

billion conglomerate. After the death of Dhirubhai Ambani on July 6, 2002, Reliance

18

was headed by his sons. The group was formed after the two feuding brothers Mukesh

Ambani and Anil Ambani, split Reliance Industries. Anil Ambani got the

responsibility of Reliance Infocomm, Reliance Energy, Reliance Capital and RNRL.

This led to a new beginning called RELIANCE. Later this group entered the power

sector through Reliance Power and the entertainment sector by acquiring Adlabs.

Competitors

Reliance Communications competes with 14 other mobile operators throughout India.

They are Aircel, Airtel Cheers Mobile, BSNL, Idea, Loop Mobile, MTNL, MTS, Ping

Mobile, S Tel, Tata DoCoMo, Tata Indicom, Uninor, Videocon, Virgin Mobile (GSM

& CDMA) and Vodafone.

Vision and Mission of the company

Vision

By 2015, be amongst the top 3 most valued Indian companies.

19

http://en.wikipedia.org/wiki/Vodafone_Essar

http://en.wikipedia.org/wiki/Virgin_Mobile_India

http://en.wikipedia.org/wiki/Videocon_Telecommunications_Limited

http://en.wikipedia.org/wiki/Uninor

http://en.wikipedia.org/wiki/Tata_Indicom

http://en.wikipedia.org/wiki/Tata_DoCoMo

http://en.wikipedia.org/wiki/S_Tel

http://en.wikipedia.org/w/index.php?title=Ping_Mobile&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Ping_Mobile&action=edit&redlink=1

http://en.wikipedia.org/wiki/MTS_India

http://en.wikipedia.org/wiki/MTNL

http://en.wikipedia.org/wiki/Loop_Mobile_India

http://en.wikipedia.org/wiki/Idea_Cellular

http://en.wikipedia.org/wiki/BSNL

http://en.wikipedia.org/w/index.php?title=Cheers_Mobile&action=edit&redlink=1

http://en.wikipedia.org/wiki/Airtel_(India)

http://en.wikipedia.org/wiki/Aircel

Providing Information, Communication & entertainment services and being the

industry benchmark in customer Experience ,Employee centricity and

innovation.

Mission

We will create world-class benchmarks by:

Meeting and exceeding Customer expectations with a segmented approach.

Establishing, re-engineering and automating Processes to make them

customer centric, efficient and effective.

Incessant offering of Products and Services

that are value for money and excite customers

Providing a Network experience that is

best in the industry.

Building Reliance into an iconic Brand which

is benchmarked by others and leads industry

in Intention to Purchase and Loyalty.

Developing a professional Leadership team that inspires, nurtures talent and

propagates RCOM Values by personal example.

20

Products of the Company-

Reliance communications offer various products but in this report we are to take the

internet services. It provides -

Reliance netconnect

Reliance netconnect+

Reliance netconnect+

Reliance is considered one of the biggest internet service providers in India with

excellent broadband connection. Besides that the Reliance broadband tariff plans too

attract millions of net users to get their latest wireless broadband connection. At

present they are offering the broadband connection which is called Netconnect

Broadband+ in the form of data card and USB modem.

Offers

Reliance Netconnect Broadband+ brings an exclusive Prepaid Offer. Now experience

the web like never before on India's fastest wireless Internet service. Enjoy music

downloads, gaming, video chat, live TV and much more at an outstanding speed of up

to 3.1 Mbps. So, stay connected and expands possibilities while at home or on the

move.

To avail this offer, just pay Rs. 1599/- and get Reliance Netconnect Broadband+ USB

21

Modem

Tariff plans

The various Reliance Netconnect+ prepaid tariff plans:

Pack Price Validity

Broadband+ 300MB Pack Rs. 250/- 30 Days

Broadband+ 700MB Pack Rs. 500/- 30 Days

Broadband+ 1GB Pack Rs. 715/- 30 Days

Broadband+ 3GB Pack Rs. 935/- 30 Days

Broadband+ 5GB Pack Rs. 1,210/- 30 Days



The various post-paid Reliance Netconnect+ Tariff Plans are:

Tariff Plan Monthly

Rental Discount

EffectiveRental/

month

for 12 Months

Extra

Usage

Broadband+

Pay as you

Rs. 299/- Nil Rs. 299/- Rs. 1/MB

22

go

Broadband+

512 MBRs. 499/- Nil Rs. 499/- 50 p /MB

Broadband+

10 GB @

Night

Rs. 499/- Nil Rs. 499/-50 p

/Min.

Broadband+

1 GBRs. 650/- Nil Rs. 650/- 50 p /MB

Broadband+

2 GBRs. 750/- Nil Rs. 750/- 50 p /MB

Broadband+

3 GBRs. 850/- Nil Rs. 850/- 50 p /MB

Broadband+

1 GB day,

10 GB

Night

Rs. 849/- Nil Rs. 849/- 50 p /MB

Broadband+

2 GB day,

10 GB

Night

Rs. 949/- Nil Rs. 949/- 50 p /MB

Broadband+

3 GB day,

10 GB

Rs.1,049/- 200 Rs. 849/- 50 p /MB

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Night

Broadband+

5 GBRs.1,099/- 200 Rs. 899/- 50 p /MB

Broadband+

10 GB CityRs.1,099/- 200 Rs. 899/- 50 p /MB

Broadband+

5 GB day,

10 GB

Night

Rs.1,298/- 200 Rs. 1098/- 50 p /MB

Broadband+

10 GB day,

10 GB

Night City

Rs.1,298/- 200 Rs. 1098/- 50 p /MB

Broadband+

10 GBRs.1,250/- 200 Rs. 1050/- 50 p /MB

Broadband+

10 GB day,

10 GB

Night

Rs.1,499/- 200 Rs. 1299/- 50 p /MB

Broadband+

15 GBRs.1,750/- 200 Rs. 1550/- 50 p /MB

24

1.3 Company overview-Tata Teleservices

Type Private

Industry Telecommunications

Founded Incorporated 1996

Headquarters Navi Mumbai, India

25

Key people Mr. Ratan N. Tata (Chairman)

Srinath Narasimhan(MD)

Products Wireless, Telephone, Internet, Television

Parent Tata Group

Divisions Tata Indicom (CDMA)

Tata DoCoMo (GSM)

Virgin Mobile India (CDMA/GSM)

Website Tatateleservices.com

Tata Teleservices Limited is a subsidiary of the Tata Group headquartered in

Navi Mumbai, an Indian conglomerate. It operates under the brand name Tata

Indicom in various telecom circles of India.

In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent

equity stake in Tata Teleservices for about Rs 13,070 crore ($2.7 billion) or an

enterprise value of Rs 50,269 crore ($10.38 billion).[1]

26

In Feb 2008, TTSL announced that it would provide CDMA mobile services

targeted towards the youth, in association with the Virgin Group on a Franchisee

model basis.

Tata Teleservices Provides mobile services under 3 Brand names:

Tata Indicom (CDMA Mobile operator)

Tata DoCoMo (GSM Mobile operator)

Virgin Mobile (CDMA Mobile operator)

Virgin Mobile (GSM Mobile operator)

Vision and Mission of the company

Vision of the company

To Provide Information, good Communication & Entertainment services.

To give good Customer Experience, Employee Centricity and Innovation.

Mission of the company

27

Meeting and exceeding Customer expectations with a segmented approach

Establishing, re-engineering and automating Processes to make them

customer centric, efficient and effective

Incessant offering of Products and Services

that are value for money and excite customers

Providing a Network experience that is best in the industry.

Products of the company-

Tata Photon Plus

Tata Photon whiz

Tata photon plus advantage

Superior In-building Coverage

Tata Photon Plus operates at a frequency of 800 MHz which can penetrate

better even through building walls and hence can offer superior indoor

connectivity.

Free all-India Roaming

28

We can enjoy free roaming across more than 100 cities in India wherever Tata

Photon Plus is available.

Automatic switch over to speeds up to 153.6 Kbps (Tata Photon Whiz Speeds)

in non-Tata Photon Plus regions.

Enhanced signal reception, even while on the move

'Receive Diversity' - Dual antennae in the device aids in stronger reception of

the signal.

Dedicated Data Spectrum

Dedicated data spectrum ensures that any voice usage does not impact your

internet experience.

Convenient recharges to suit your needs

We can now choose from a range of unlimited, short-validity & long-validity

recharges as per your convenience.

Dedicated Customer Care (1800 266 121 – Toll Free)

They offer a dedicated Customer Care for Tata Photon Plus to service us better.

Tata photon plus prepaid plans:

29

A Tata Photon plus Prepaid connection at Rs.1799 (Incl. Starter User Kit)

DeviceSUK (Starter User Kit)

Rs.100Total

Rs.1699 (Get 1 GB usage free valid

over 30 days)

Rs.1799

Special benefits on nominal First Recharges!

Rs.Bundled usage (Incl. SUK benefit)

Validity (Days)

5 5 GB 302 2 GB Unlimited* 30

*Post bundled usage, unlimited usage will be available at 155 Kbps within validity

period

Recharges

Recharge Value(Rs) Bundled Usage Validity (Days)

300 1 GB 7

250 250 MB 30

500 650 MB 30

1500 6 GB 90

2500 10 GB 180

30

Unlimited Recharge Vouchers

Recharge Value (RS.) Bundled Usage Validity (Days)

700 1 GB Unlimited* 30 days




Terms and Conditions

The Bundled Usage will be available at a speed of up to 3.1 Mbps (Downlink)

or 1.8(Uplink)

Beyond the Bundled Usage, Unlimited Usage will be available at speeds up to

155 Kbps

Advantages of prepaid services

Online Recharge facility:

Customers can recharge their Photon Prepaid connection over the internet,

from the convenience of home or office.

Credit Cards / Debit Cards of all major banks accepted. Net banking facility

also available.

Balance Check via SMS:

31

Customers can receive Balance and validity information over SMS, on their

alternate contact number.

Tata photon plus post-paid plans

Tata Photon plus Post-paid connection at Rs.1799

Tariff Plans

Data Based PlanName

MonthlyRental (Rs)

Free Usage

Additional UsageCharges

Photon Plus Starter

250 250 MB Re. 0.50/MB

Photon Plus Lite

500 650 MB Re. 0.50/MB

Photon Plus 1GB

650 1 GB Re. 0.50/MB

32

Photon Plus 2GB

750 2 GB Re. 0.50/MB

Time Based

Photon Plus 5 Hours

250 300 Min Re. 1/Min

Photon Plus 30 Hours

500 1800 Min Re. 1/Min

Photon Plus 60 Hours

750 3600 Min Re. 1/Min

Photon Plus Day & Night Plan

9503600 Min (Day) & 5400 Min (Night)

Re. 1/Min

Terms and Conditions:

The discounts are applicable only for new Photon Plus connections

The Bill Value Discounts are applicable only for first 12 months from the date

of activation

The discount value will be corresponding to the rental plan that the customer

selects during activation of connection.

33

Data Usage refers to total data transfer (Upload + Download).

The plan rental and free data usage in the first bill would be prorated.

The free unutilized data usage cannot be carried forward to the next month.

Voice calls & SMS will be barred on the Photon Plus device.

Other information

The USB modems are manufactured by various OEMs and for any faults or claims the

purchaser of handset should approach the Authorized Service Centre (ASC) of the

manufacturer with the warranty card. TTSL/TTML sales/service outlets would

provide information about ASCs of USB modem manufacturer and will facilitate such

an approach. However, TTSL/TTML is not responsible for any claim arising on

account of faulty USB modems.

We hate to make to you run about to pay us. So here are ways in which you can reach

us easily to pay your bills.

Online Payment through My Account –online portal

Log on to My account and create account to make easy online payment with

the use of debit/credit or net banking facility.

Auto Debit

34

Payment by standing instructions on bank account or credit card after

registration.

In person

Pay by cash/cheque/DD/credit/debit card at Tata Indicom retail outlets. Enclose

the payment slip, so that money gets credited to your account. Cheque/DD

needs to be drawn on Tata Teleservices Ltd A/c No <your 9 digit account no>.

Drop Box

Drop your cheque / DD at any conveniently located Tata Indicom drop boxes.

Please do not drop cash into the drop boxes

Moto stub (mail order/telephone order)

Hand away bill payment by giving one-time standing instructions on the credit

card.

Oxigen/Suvidha

You can make cash payments against your bills anywhere by walking into any

of the Oxigen/Suvidha outlets across the country with your Tata Photon Plus

number.

Tata Photon whiz

35

The Internet Advantage

Tata Photon Whiz offers data transfer and access to internet at speeds up to

153.6 Kbps. Just switch on your desktop / laptop and get connected, so that you

don’t miss out on any critical information even when you are on the move.

Connects directly to the Tata Indicom network (20 circles and 3500 cities) with

easy installation and activation

Actual internet speed will depend on multiple factors like time of the day,

number of simultaneous users, web page accessed etc.

Tata Photon Whiz Prepaid Plans

Device Price :

Device MRP (Rs.) GCC MRP (Rs.) Total (Rs.)999 100 1099

36

FRC Re. 1 FRC 750 FRC 1449Device MRP (Rs) 999 999 999GCC (Rs) 100 100 100FRC (Rs) 1 750 1499Total (Rs) 1100 1849 2598Customer benefit Unlimited usage(30

day validity)Unlimited usage(90 day validity)

Unlimited usage(180 day validity)

Unlimited Recharge Vouchers

RCV Non-stop 555 Non-stop 1111 Non-stop 1999MRP (Rs.) 555 1111 1999Validity (days) 30 90 180Inbuilt usage in minutes during peak hours (8:00 am to 10:00 pm)

Unlimited Unlimited Unlimited

Inbuilt usage in minutes during off peak hours (10:00 pm to 08:00 a.m.)

Unlimited Unlimited Unlimited

Grace period is 90 days for all RCVs

37

Normal RCVs

RCV Eco Recharge Mega Recharge Giga Recharge MRP (Rs.) 224 349 449Validity (days) 30 30 30Inbuilt usage in minutes during peak hours (8:00 am to 10:00 pm)

750 1250 1850

Inbuilt usage n minutes during off peak hours (10:00 pm to 08:00 a.m.)

1500 2500 3700

Grace period is 90 days for all RCVs

1.4 Details about the Research Topic

My Research topic is “Customer preference while purchasing wireless internet

broadband service- A comparative study of Reliance communications and Tata

Teleservices”. In this topic I have to analyze the various factors that affect customer

preference and also in determining the factors which results in better service quality.

As Reliance communications and Tata teleservices are one of the wireless broadband

services provider, they are competitors also. This topic also helps in knowing the

factors that helps both the companies to compete with each other.

1.5 Research Question & Objective

38

Research Question

For this research project the following research question is used.

“Customer preference while purchasing wireless internet broadband service- A

comparative study of Reliance communications and Tata Teleservices”.

Objectives of Study:

Following are the research objectives that I will be considering while doing the

research

Objective 1: To understand about the company’s broadband services with

reference to Reliance communications and Tata Teleservices, Bareilly.

Objective 2: To assess the customer preference about the internet broadband

service.

1.6 Research problems questions:

To know various benefits provided to the customer along with the internet

service.

Description: This research question is related to objective 1. With this question

we identify the various benefits related to internet services. This also helps us

to know about company’s differentiated internet service benefits.

To analyze the market regarding preference of customers and services of the

company.

39

Description: This research question is related to objective 2. With this question

we identify the customer preference about the services being provided by

company.

To know about the Factors responsible for awareness of customers.

Description: This research question is related to objective 2. Through this

question we identify the factors responsible for the awareness of customer

about the wireless broadband services.

To know Satisfaction of customers with respect to price of wireless broadband

service.

Description: this is related to objective 2. With this we could come to know

about the satisfaction of customers over the wireless broadband services being

provided by company-Reliance and Tata.

To know about the tariff plans offered by the company for using wireless broad

band services and also to know consumer preference over these tariff plans.

Description: This question is related to objective 1. Through this we could

know about the various tariff plans associated with the companies and the

consumer preference over them.

Chapter 2: Literature Review

40

This Project is related to know the preferences of consumer related to the reliance

wireless broadband and Tata wireless broadband internet connection.

This research project was initiated to understand the consumer choice and preference

about the internet broadband service providers. There was an opportunity for me to

understand the practical side of theoretical concepts of management and market

Reliance and Tata are providing internet broadband services to the consumers. These

both operators are providing services under CDMA (Code Division Multiple Access).

These service providers both are having same type of services. So the comparative

study of these service providers will be beneficial to know how they are providing

their services. We can know about various schemes and benefits they are providing to

consumers.

Consumer preference

Consumer preference for a product can make or break a company. If consumers

generally like a product, it can stay around for years and sell millions of copies.

However, if consumers do not like the product, it could disappear very quickly if the

company cannot figure out how to fix the problem.

So consumer preference is the attitude toward any product. What he thinks about a

product. He shows preference while making a purchase decision and during use of a

product.

In this project I have tried to know the consumer preference over wireless broadband

connections of companies like Tata and Reliance.

41

Here consumer tries to analyse on features like

portability of internet connecting device

speed of internet

tariff plans

free data usage being provide to them by company

price of the service

Coverage area of the service.

Chapter3:- Research Design

3.1 Introduction about the chapter

42

The research design comprises of the research design used, sampling frame, unit,

research instrument used.

My research project work is the study “Customer preference while purchasing

wireless internet broadband service- A comparative study of reliance

communications and Tata Teleservices”.

This chapter include research design, sample size, sampling method, method of data

collection etc.

3.2 Data type

In my research report I have to know about customer perception for which primary

data is appropriate. I have used questionnaire as a tool for collecting the information

from respondents to know their preference of customers over wireless broadband

internet service providers- Reliance and Tata Teleservices. I have framed 10 questions

in my questionnaire which comprises of various parameters which helps in

determining the customer preference. I have collected the primary data by the method

of survey.

3.3 Sample design, sample frame, sample size

43

Method of data collection -As the research is about consumer preference so

Questionnaire is the best method to collect information about the consumer

preference.

Area of the study- as this research project is for the Bareilly city so; this study covers

Bareilly City only.

Sample size -Sample size covered for the purpose of this study is 40.

I have taken sample size of 40 persons because it is optimum size to know about the

preference of consumer as there are less number of customers who are using Tata or

Reliance wireless broadband services.

Sampling method – I have selected convenience sampling method because this study

was to be made on consumers and the list of customers were provided by the

respective offices of Tata Teleservices and Reliance communications.

3.4 Research Instruments

1. Which broadband connection you are using?

Tata Reliance

Description- This question was asked to know whether these persons are using

Reliance broadband or Tata broadband internet.

2. How did you come to know about this company?

44

Friends Advertisement

Description- This question was asked to know how the respondents came to know

about wireless internet service providers.

3. Are you satisfied with the price of this service?

YES NO

Description- This question was asked to know are they satisfied with the price of their

respective company’s service.

4. Did the tariff plan have any impact on you while purchasing this broadband

connection?

Yes No

Description- this question was asked to know that do people like to purchase the connection by focusing over the tariff plans.

5. Are you satisfied with the tariff plans offered by the company?

HIGHLY SATISFIED SATISFIED CANNOT SAY

DISSATISFIED HIGHLY DISSATISFIED

Description- this question was asked to know the satisfaction level of consumers over

tariff plans.

6. Do you find free data usage is satisfactory with their respective plans?

Yes No Cannot say

45

Description-This question was asked to know what consumer thinks about the free

data uses given in tariff plans offered by the company.

7. Are you satisfied with the portability of net connecting device given to you ?

Highly satisfied satisfied cannot say

Dissatisfied highly dissatisfied

Description- This question was asked to know what they think about the internet

connecting device being given by the companies.

8. Are you satisfied with the services after sales provided by the company?

. Highly satisfied satisfied cannot say


Description- this question was asked to know are they satisfied with the customer

care.

9.Are u satisfied with the net speed?



Description- This question was asked to know whether they are satisfied with the

coverage area of the services provided by companies.

10. Are you satisfied with the services of your network provider?

46

Yes no cannot say

Description-this question was asked to know whether the consumers are satisfied

with their wireless internet service providers.

Chapter 4: Data Analysis and Interpretation


47

Tata Reliance

Description- This question was asked to know whether these persons are using Reliance broadband or Tata broadband internet.

Table no. 1. No of users of Tata and reliance broadband

Company No. Of users percentageNumber of users of Tata broadband

25 62.5%

Number of users of Reliance broadband

15 37.5%

62.5

37.5

tata and reliance wireless broadband internet users

TataReliance

Fig no. 1 Percentage of Tata and Reliance wireless broadband users.

Interpretation

The study is based on the number of wireless broadband users. The sample size is 40

and among them there are 25 Tata customers and 15 is using reliance broadband

connection.


Friends Advertisement

48

Description- This question was asked to know how the respondents came to know

about wireless internet service providers.

Table no 2. Factors responsible for awareness of respondents

FACTORS RESPONSES percentagefriends 16 40%advertisement 24 60%

40

60

FRIENDSADVERTISEMENT

Fig no 2. Factors responsible for awareness.

Interpretation

Advertisements are the most important source of awareness about the wireless

broadband connection. We see that about 60% of people come to know about through

advertisements. Friends also play a vital role in increasing awareness about the

wireless broadband and 40% have accepted this.


YES NO

49

Description- This question was asked to know are they satisfied with the price of their

respective company’s service.

Table no 3. Satisfaction of respondents with respect to price.

RESPONSES TATA Percentage

(Tata)

RELIANCE percentage

(reliance)

YES 21 84% 10 66.7%

NO 4 16% 5 33.3%

YES NO0

5

10

15

20

25 21

4

10

5

TATARELIANCE

Fig no 3. Satisfaction of respondents with respect to price.

Interpretation

Over the price of service, Satisfaction level of Tata consumers is 84% while 66% of

reliance consumers are satisfied with the price charged.


connection?

50

Yes No

Description- this question was asked to know that do people like to purchase the connection by focusing over the tariff plans.

Table no 4. Impact of tariff plans on purchase decisions.

RESPONSES TATA percentage Tata RELIANCE percentage

reliance

YES 22 88% 13 86.6%

NO 3 12% 2 13.4%

YES NO0

5

10

15

20

25 22

3

13

2

TATARELIANCE

Fig no.4. Impact of tariff plans on purchasing.

Interpretation

Tariff plans are having a lot of impact on users of wireless broadband internet.88% of

Tata users accepted this and 86.6% of reliance users also said that tariff plans are

having great impact.

5. Are you satisfied with the tariff plans offered by the company?

Highly Satisfied Satisfied Cannot Say

51

Dissatisfied Highly Dissatisfied

Description- this question was asked to know the satisfaction level of consumers over

tariff plans.

Table no 5. Satisfaction level of consumers over tariff plans

RESPONSES TATA percentage Tata RELIANCE Percentage

Reliance

HIGHLY

SATISFIED

7 28% 4 26.6%

SATISFIED 12 48% 7 46.6%

CANNOT SAY 4 16% 2 13.3%

DISSATISFIED 2 8% 2 13.3%

HIGHLY

DISSATISFIED

0 0 0 0

52

HIGHLY SAT-ISFIED

SATISFIED0

2

4

6

8

10

12

7

12

4

2

0

4

7

2 2

0

TATARELIANCE

Fig no .5 Satisfaction level of consumers over tariff plans

Interpretation

Most of the users are satisfied with the tariff plans offered to them by company.7 Tata

customers and 4 reliance customers are highly satisfied. 12 Tata and 7 reliance

customers are satisfied. 4 Tata and 2 reliance customers did not respond. Both

company’s have 2 dissatisfied customers.

53


Yes No Cannot say

Description-This question was asked to know what consumer thinks about the free

data uses given in tariff plans offered by the company.

Table no 6. Response of consumers over free data usages.

RESPONSES TATA percentage Tata RELIANCE percentage reliance

YES 15 60% 8 53.3%NO 3 12% 3 20%Cannot say 7 28% 4 26.67%

YES NO CANNOT SAY0

2

4

6

8

10

12

14

16 15

3

78

34

TATARELIANCE

Fig. no 6. Response of consumers over free data usages.

Interpretation

Most of the users are satisfied with the free data usage given to them. Tata customers

are more satisfied with respect to reliance users.60% of Tata customers said that they

are satisfied whereas 53% of reliance customers are satisfied.

54



dissatisfied highly dissatisfied

Description- This question was asked to know what they think about the internet

connecting device being given by the companies.

Table no 7. Responses over internet connecting device.

RESPONSES TATA percentage Tata RELIANCE Percentage

Reliance

HIGHLY

SATISFIED

10 40% 4 26.67%

SATISFIED 13 52% 8 53.3%

CANNOT SAY 1 4% 1 6.6%


HIGHLY

DISSATISFIED

0 0 0 0

55

HIGHLY SAT-ISFIED

SATISFIED0

2

4

6

8

10

12

14

10

13

1 1

0

4

8

1

2

0

TATARELIANCE

Fig no 7. Responses over internet connecting device.

Interpretation

Most of the Tata user are satisfied with the portability of the net connecting devices 10

respondents were highly satisfied where as 4 reliance users were highly satisfied.13

Tata users said they are satisfied as compared to Reliance it is 8.

56




Description- this question was asked to know are they satisfied with the customer

care.

Table no 8. Satisfaction level of consumers toward customer care.


Reliance

HIGHLY

SATISFIED

3 12% 2 13.3%

SATISFIED 15 60% 8 53.4%

CANNOT SAY 4 16% 3 20%


HIGHLY

DISSATISFIED

1 4% 1 6.6%

57

HIGHLY SAT-ISFIED

SATISFIED0

2

4

6

8

10

12

14

16

3

15

4

2

1

2

8

3

1 1

TATARELIANCE

Fig. no 8. Satisfaction level of consumers toward customer care.

Interpretation

3 of Tata customers are highly satisfied over the services after sales and 2 reliance

customers said that they are highly satisfied. 15 Tata customers are satisfied , 2 are

dissatisfied and 1 is highly dissatisfied. In case of reliance 8 are satisfied, 1 is

dissatisfied and 1 reliance customer is highly dissatisfied.

58

9.Are u satisfied with the net speed?



Description- This question was asked to know whether they are satisfied with the

coverage area of the services provided by companies.

Table no.9. Satisfaction level of consumers with the internet speed.


reliance

HIGHLY

SATISFIED

4 16% 1 6.6%

SATISFIED 14 56% 8 53.3%

CANNOT SAY 4 16% 3 20%


HIGHLY

DISSATISFIED

1 4% 1 6.6%

59

HIGHLY SAT-ISFIED

SATISFIED0

2

4

6

8

10

12

14

4

14

4

2

11

8

3

2

1

TATARELIANCE

Fig. no.9. Satisfaction level of consumers with the internet speed.

Interpretation

Most of the Tata customers are satisfied with the net speed. 4 are highly satisfied and

14 are satisfied. In case of reliance 1 customer is highly satisfied and 8 are satisfied.

Both companies have 2 dissatisfied users and 1 highly dissatisfied users.

60


Yes no cannot say

Description-this question was asked to know whether the consumers are satisfied

with their wireless internet service providers.

Table no 10. Satisfaction of consumers with respect to the service.


Reliance

YES 19 76% 9 60%

NO 1 4% 2 13.3%

CANNOT SAY 5 20% 4 26.4%

YES NO CANNOT SAY0

2

4

6

8

10

12

14

16

18

20 19

1

5

9

2

4

Series 1Series 2Column1

Fig. no 10. Satisfaction of consumers with respect to the service.

61

Interpretation

76 % of Tata users said that they are satisfied with the services that Tata broadband is

providing them.60 % of reliance users are satisfied .so we can interpret that

satisfaction level is higher in case of Tata broadband internet.

62

Chapter 5: Findings and Recommendation

5.1 Findings

Advertisements are the most important source of awareness about the wireless

broadband connection.

Satisfaction level is higher in the users of Tata connection as compared to

Reliance in Bareilly.

Internet speed of Tata wireless broadband is better than reliance in Bareilly.

Consumers also give preference towards the services after sales.

Consumer prefer Tariff plan of Tata broadband than the tariff plans of reliance

broadband.

Consumers have shown preference toward the portability of net connecting

device and most of the Tata users are satisfied and like the small size and

durability of the modem provided by Tata.

Consumers have also preferred to use the plan which gives them more free data

usage. And in this case Tata is ahead of Reliance.

Most of the customers have given preference on the net speed and then they

said that price matters also. So we can conclude that price is an important

factor but net speed is most important.

63

5.2 Recommendations

Companies should focus on the internet speed and more number of towers

should be used so that they can cover a lot of area.

Reliance need to focus on their tariff plans.

Companies should pay attention towards the services after sales as the

customer have also shown their preference while purchasing a connection.

Companies need to solve the problems of consumers as soon as possible as it is

major cause of grievance of customers.

5.3 Conclusion:

My research is in the field of Wireless Broadband internet services providers and it

provided some interesting facts which can be drawn from the above analysis. A

general impression was gathered during data collection. It was the immense

knowledge and awareness among customers about both the companies-Reliance

communications and Tata Teleservices.

Customers in general have been influenced by the advertising campaigns of

these companies. A higher emphasis is laid on the Price, speed and portability of the

services.

64

5.4 Limitations of The Study

This study is restricted only to the Bareilly, so the results may not be applicable to

other areas.

1. This study is based on the prevailing customer’s. But the customer’s perception

may change according to time, fashion, technology, development, etc.

2. Data collection of exact data for the research is not possible because of

difference between what respondent say and what they actually do.

3. Information provided by the respondent may not be accurate. As may hide

some of the information at the time of filling up the questionnaires.

65

Bibliography

www.reliance.com

www.tataphoton.com

timesofindia.indiatimes.com

66

http://www.tataphoton.com/

http://www.reliance.com/

ANNEXURE

Questionnaire

NAME-.........................................................................................................................

ADDRESS-......................................................................................................................

CONTACT NO. (If any)-..........................................................................................


Tata

Reliance


Friends

Advertisement


yes no


connection?

Yes No

5. Are you satisfied WITH the tariff plans offered by the company?



67


yes no cannot say







9. Are u satisfied with the net speed?




yes no cannot say

68

Documents

COMPARISION OF TATA AND RELIANCE BROADBAND AT BAREILLY