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8/7/2019 Final Report On Management Thesis
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Management Thesis-1
Final Report
On
“Measurement of customer satisfaction on STD/PCO
services offered by Bharti televenture with respect to
BSNL”
Submitted to: Mr. Prashant Dupate INC Nagpur
Submitted by: Anant Parate (8NBNG100) INC Nagpur
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ACKNOWLEDGEMENT
The interim report of management thesis has been completed under the guidance of
my management thesis guide Mr. Prashant Dupate. I would like to take this
opportunity to thank him for guiding me at every step and without whose support
this report would not have been possible. I would also like to thanks various other
people who have given their valuable inputs at every step to make this report
successful.
Mr. Anant Parate (8NBNG100)
SEM III
Sec B
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DECLARATION
I, Anant Parate, here by declaring that the project entitled “Measurement of
customer satisfaction on STD/PCO Services offered by Bharti Televentures with
respect to BSNL ” has been personally done by me under the guidance of Mr.
Prashant Dupate.
All the data represented in this dissertation is true & correct to the best of my
knowledge & belief. This work has not been submitted for any other
degree/diploma exam elsewhere.
Place: Name:
Nagpur Anant Parate
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ABBREVIATIONS
BSNL Bharat Sanchar Nigam Limited
BSE The Stock Exchange, Mumbai
NSE National Stock Exchange of India Limited
IPO Initial public offering
SMS Short Messaging Service
GPRS Geniuq Pocket Radio System
CDMA Code Division Multiple Access
GSM Global system for mobile communication
STD Subscriber Trunk Dialing
ISD International Trunk Dialing
PCO Public call office
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CONTENTS
Overview of topic
Objective of Research
History of India Telecommunications
Telecom Sector in India
Companies Involved
Top Players
About Airtel and BSNL
Market Share
Services of Airtel and BSNL
Research Methodology
Data and Data Interpretation
Finding
Conclusion
References
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Overview of topic
Title of the thesis is the “Measurement of customer satisfaction on STD/PCO
Services offered by Bharti Televentures with respect to BSNL” it is a very broad
aspect in itself. Acquiring of the customer is what every Business prime motive; it
is the only thing on which any Company can make its existence in the market. The
existence of the company is detrained by the total market share the company is
holding as compared to its competitors, which in turn is the total number of the
customer the Company is having. Fruitful customers are the way of profitability for
the Business in future. Telecom sector is a field in which a direct interaction with
the people is a part of the daily work schedule. Hence a proper systematic and
impressive way of handling the customer is required in this field. Any person who
is working in this field need to identify the requirement of the customer, he/she
should be able to read the mind of the person sitting in front should be able to
judge whether the person in front can be our customer or not. Hence a good uniqueway of convincing them, making them see things our way and being good enough
in reading the needs and wants of the customer, is what which is required in this
thesis.
As my project is basically acquiring the home potential customer and selling the
product to them so the main idea behind these is that customer can utilize his
money more efficiently and properly without any wastage, So their needs should
be provoked and this way they can be converted into customers for the Pri- Paid
plans.
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Objective of Research
The purpose of research is to discover answers to questions through the application
of scientific procedures. The main aim of research is to find out the truth which is
hidden and which has not been discovered as yet. Nagpur segment will survey to
attain certain results. The survey will conduct to analyze the customer Satisfaction
for Airtel STD/PCO, find out the factors which would influence the buying
decision of the customer and to highlight the awareness about various facts
regarding Airtel.
History of Indian Telecommunications
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Year
1851 First operational land lines were laid by the government near Calcutta (seat
of British power)
1881 Telephone service introduced in India
1883 Merger with the postal system
1923 Formation of Indian Radio Telegraph Company (IRT)
1932 Merger of ETC and IRT into the Indian Radio and Cable CommunicationCompany (IRCC)
1947 Nationalization of all foreign telecommunication companies to form the
Posts, Telephone and Telegraph (PTT), a monopoly run by thegovernment's Ministry of Communications
1985 Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its ownregulator (separate from the postal system)
1986 Conversion of DOT into two wholly government-owned companies: theVidesh Sanchar Nigam Limited (VSNL) for international
telecommunicationsand Mahanagar Telephone Nigam Limited (MTNL) for service inmetropolitan areas.
1997 Telecom Regulatory Authority of India created.
1999 Cellular Services are launched in India. New National Telecom Policy isadopted.
2000 DoT becomes a corporation, BSNL
TELECOM SECTOR IN INDIA
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The telecom industry is one of the fastest growing industries in India. India has
nearly 200 million telephone lines making it the third largest network in the world
after China and USA. With a growth rate of 45%, Indian telecom industry has thehighest growth rate in the world. History of Indian Telecommunications started in
1851 when the first operational land lines were laid by the government near
Calcutta (seat of British power). Telephone services were introduced in India in
1881. In 1883 telephone services were merged with the postal system. Indian
Radio Telegraph Company (IRT) was formed in 1923. After independence in
1947, all the foreign telecommunication companies were nationalized to form the
Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic serviceand the government considered it best to bring under state's control
The first wind of reforms in telecommunications sector began to flow in 1980s
when the private sector was allowed in telecommunications equipment
manufacturing. In 1985, Department of Telecommunications (DOT) was
established. It was an exclusive provider of domestic and long-distance service that
would be its own regulator (separate from the postal system). In 1986, two wholly
government-owned companies were created: the Videsh Sanchar Nigam Limited(VSNL) for international telecommunications and Mahanagar Telephone Nigam
Limited (MTNL) for service in metropolitan areas.
In 1990s, telecommunications sector benefited from the general opening up of the
economy. Also, examples of telecom revolution in many other countries, which
resulted in better quality of service and lower tariffs, led Indian policy makers to
initiate a change process finally resulting in opening up of telecom services sector
for the private sector. National Telecom Policy (NTP) 1994 was the first attempt togive a comprehensive roadmap for the Indian telecommunications sector. In 1997,
Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to
act as a regulator to facilitate the growth of the telecom sector. New National
Telecom Policy was adopted in 1999 and cellular services were also launched in
the same year.
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Telecommunication sector in India can be divided into two segments: Fixed
Service Provider (FSPs), and Cellular Services. Fixed line services consist of basic
services, national or domestic long distance and international long distance
services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in
selective urban areas, and collectively account for less than 5 per cent of
subscriptions. However, private services focus on the business/corporate sector,
and offer reliable, high- end services, such as leased lines, ISDN, closed user group
and videoconferencing.
Cellular services can be further divided into two categories: Global System for
Mobile Communications (GSM) and Code Division Multiple Access (CDMA).
The GSM sector is dominated by Airtel, Vodfone-Hutch, and Idea Cellular, whilethe CDMA sector is dominated by Reliance and Tata Indicom. Opening up of
international and domestic long distance telephony services are the major growth
drivers for cellular industry. Cellular operators get substantial revenue from these
services, and compensate them for reduction in tariffs on airtime, which along with
rental was the main source of revenue. The reduction in tariffs for airtime, national
long distance, international long distance, and handset prices has driven demand.
Revenue from Telecom Sector in India to cross $30 billion by 2013
According to Gartner, a global information technology research and advisory firm, the revenue
from India’s Telecom Sector will cross $30 billion by 2013.
The total mobile services revenue is projected to grow at a compound annual growth rate(CAGR) of 12.5 percent during 2009-2013 to exceed $30 billion. At the same time the telecom
subscriber base is expected to cross 770 million connections by 2013, growing at a CAGR of
14.3 percent from 452 million in 2009.
The factors supporting this increase are:
• increased focus of operators on rural areas
• increased adoption of value Added Services• availability of cheaper handsets
• entry of consumer durable and electronic companies into the mobile handset segment
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The number of prepaid subscribers is expected to cross 740 million ( about 96 percent) by2013. At the same time the postpaid subscriber base will exceed 29 million subscribers by
2013, growing 2.5 percent from 2008. Gartner also predicted that the churn rate (the rate atwhich a subscriber switches from one operator to another) will cross 59 percent in 2013 from
53 percent currently.
Indian Mobile user base crosses 400 million marks
After an addition of around 11.90 million subscribers in April, the total number of mobile
subscribers in India has increased to 403.66 million. This makes India the world’s fastest
growing mobile market. According to a TRAI report, India might reach the target of 500
million customers by next year. In order to increase the subscriber base, the telecom minister A.
Raja is planning to lower the existing mobile call
Companies Involved
When it comes to the involvement of the companies in Telecom sector it can be
divided in 2 parts
i) Public Sector Undertaking (PSU)
ii) Private Sector.
I. Public Sector Undertaking (PSU)
Its a term used for a government-owned corporation. The term is used to refer to
companies in which the government (either the Union Government or state or
territorial governments, or both) owned a majority (51 percent or more) of the
company equity. There are about 260 PSUs all over India. But there is only one
company in Telecom sector that is
1) Bharat Sanchar Nigam L$imited ( BSNL)
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2) Mahanagar Telephone Nigam Limited (MTNL)
II. Private Sector
In economics, the private sector is that part of the economy which is both run for
private profit and is not controlled by the state. By contrast, enterprises that are
part of the state are part of the public sector. private, non-profit organizations are
regarded as part of the voluntary sector. There are many companies involved in
India in Telecom sector.
1) Reliance Communications Limited
2) Bharti Airtel Limited
3) Vodafone Essar
4) Idea Cellular Limited
5) Tata Teleservices
6) Spice
7) Aircel
Market Share
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Top Players
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As there is no PSU company listed in the stock market. So I have selected the
Private Players on the basis of large market share which consist of two CDMA and
three GSM Telecom companies and they are as follows.
1) Reliance Communications Limited2) Bharti Airtel Limited
3) Idea Cellular Limited
4) Tata Teleservices
5) BSNL
6) MTNL
7) Vodafone
Bharti Airtel Limited
Company’s Detail
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Established in 1985 by Sunil Mittal as a Public Limited Company, Airtel is
largest telecom service provider in Indian telecom sector. With market
capitalization of over Rs. 1,360 billion, Airtel has 31% of total market shar
GSM service providers. Providing GSM services in all the 23 circles, Airtel
the first private player in telecom sector to connect all states of India. Also, A
is the first mobile service provider to introduce the lifetime prepaid services
electronic recharge systems.
After establishing itself in the domestic market, Airtel is now spreading its win US by providing its mobile service under the name 'CALLHOME' to the N
Having achieved huge success in mobile services- postpaid and prepaid- Airthas now
Entered fixed-line telephony providing broadband services in 92 cities acrossIndia.
The company has an optical fiber network of 35,016 km and a customer basThe total is 101,114,971 or 24.2% of the total 375,742,592 GSM + CDMA a
1,819,083 broadband subscribers. Airtel is listed on The Stock Exchange,Mumbai (BSE) and The National Stock Exchange of India Limited (NSE).
Products
1. GSM CARDS2. FIXED LANDLINE3. BROADBAND
Market Share
Year Sales (000s)
March 07 39,013
March 08 64,268
March 09 96,649
Revenue Market Share(%) -
2007/2008[41]
Dec
2007
Mar
2008
Jun
2008Sep 2008
Bharti Airtel 29.8 29.9 31.2 32.7
Vodafone Essar 18.5 19.1 19.7 19.6
Reliance Communications 15.0 13.9 13.5 12.4
BSNL 14.1 14.5 11.7 11.4
Idea 8.1 8.6 9.5 10.0
Options Numbers of Respondents
Call Rates 54
Network coverage 25
Grievance Redressal 10