Idea Cellular Service1

8/10/2019 Idea Cellular Service1

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A

MINI PROJECT ON

A STUDY OF MARKET RESEARCH FOR

IDEA CELLULAR SERVICES IN

KOLHAPUR CITY

Submitted By

Mr. Rohan D. Nille(M.B.A. I)

Under the guid n!e "#

Pro . Dr. !. ". Ta#$oli

Submitted T"

$B%ARATI &I' APEET% S INSTITUTE O*

MANA+EMENT ,O-%APUR

EAR /001 02

#"r the 3 rd "#

M 4ter "# Bu4ine44 Admini4tr ti"n


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$B%ARATI &I' APEET% S INSTITUTE O* MANA+EMENT

,O-%APUR

+UI'ES CERTI*ICATE

This is to certify that mini project entitled $A Study O# M r5et

Re4e r!h *"r Ide Ce66u6 r Ser7i!e4 In ,"6h 8ur City 4 ubmitted by

Rohan D. Nille is partial fulfillment of this work for the MBA ! submitted to

$Bh r ti &idy 8eeth 4 In4titute O# M n gement ,"6h 8ur has been

completed under my super"ision and #uidance.

To the best of my knowled#e and belief the matter presented by him is

ori#inal in nature and has not been copied from any source. Also this report

has not been submitted earlier for the award of any de#ree or diploma in

Bharati $idyapeeth! %ni"ersity &une or any other uni"ersity.

' te 9

P6 !e 9 ,"6h 8ur Sign ture

:Pr"#. 'r. ;. J. T mb"6i


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DECLARATION

! the undersi#ned! hereby declare that the mini project entitled $A

Study O# M r5et Re4e r!h *"r Ide Ce66u6 r Ser7i!e4 In

,"6h 8ur City is #enuine and bonafide work prepared by me under the

#uidance of $Pr"#. 'r. ;. J. T mb"6i and is my ori#inal work. The empirical

findin#s in the report are based on the data collected by me. The matter

presented in this is not copied from any source. understand that any such

copy is liable to be punished in any way the uni"ersity authorities deem fit.

This work has not been submitted for the award of any de#ree or diploma

either in $Bh r ti &idy 8eeth= Uni7er4ity Pune or any other uni"ersity.

This work humbly submitted to $Bh r ti &idy 8eeth 4 In4titute O#

M n gement ,"6h 8ur for the course of Master of Business

Administration '

' te 9

P6 !e 9 ,"6h 8ur Sign ture

(Mr. R"h n '. Ni66e)


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CERTIFICATE

This is to certify that Mr. Rohan D. Nille studyin# in MBA' has

collected data on $A STU' O* MAR,ET RESEARC% *OR I'EA

CE--U-AR SER&ICES IN ,O-%APUR CIT at (ross )and! *olhapur.

Durin# the period we found him to be sincere and hard workin#.

+e wish him best in future.

' te 9 >? th A8ri6 /002

P6 !e 9 ,"6h 8ur


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CONTENTS

Ch 8ter

N".

Tit6e P ge N".

ntroduction Research Desi#n , -bjecti"es Methodolo#y / 0cope of the 0tudy and )imitations 1

. (ompany &rofile -r#ani2ation &rofile 3 -r#ani2ation 0tructure 3 (ustomer (are 0er"ice 4

Theoretical Back#round Meanin# and Definitions

5',, Marketin# 0trate#ies for 0er"ices 6irms

$ &resentation! Analy2in# and nterpretation of

Data

, '

$ 6indin#s 7 0u##estions /$ (onclusions 1$ Biblio#raphy 3


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CHAPTER % I

INTRODUCTION

Research Desi#n

-bjecti"e

Methodolo#y

0cope of the 0tudy

)imitations


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CHAPTER II

OR&ANI'ATION PROFILE

-r#ani2ation &rofile

-r#ani2ation 0tructure

(ustomer (are 0er"ice


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CHAPTER % III

THEORETICAL (ACK&ROUND

Meanin#

Marketin# 0trate#ies for 0er"ices 6irms


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CHAPTER ) IV

PRESENTATION* ANALY'IN&

AND

INTERPRETATION OF DATA

COMPARATIVE STUDY OF

VARIOUS MO(ILE SERVICES


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CHAPTER % V

FINDIN&S AND SU&&ESTIONS


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CHAPTER % VI

CONCLUSIONS


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CHAPTER % VII

(I(LIO&RAPHY


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RESEARC% 'ESI+N

Researcher has made this project report in Market research in

communication ser"ices in (ross )and! 0terlin# Tower! *olhapur. That8s why

researcher has under#one N'plant trainin# in (ross )and and prepare

project report for Award of MBA course from $B%ARATI &I' APEET%

UNI&ERSIT = PUNE .

Researcher has been worked on the topic 9Market Research for dea

Telecom 0er"ices in *olhapur (ity: because the company want that

researcher must be worked on the same topic and researcher ha"in#

intention to work in ser"ice sector! after completion of his project MBA course.

0o researcher thou#ht that in'plant trainin# in ser"ice sector will enhance his

practical knowled#e as well as impro"e his bio'data.


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Ob@e!ti7e4 "# the Study

i; To study the market of dea Telecom ser"ices in *olhapur city.

ii; To make comparati"e study of dea Telecom ser"ices with its

competitors.

iii; To study e


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'etermining S"ur!e4 "# the ' t

Prim ry ' t

The data collected throu#h sur"ey and inter"iews of the customer with

the help of =uestionnaires. &rimary data is one hand collected data! which is

taken from the customer! or contacted persons directly. There are no any

intermediate person.

nformation collected is in re#ards with the "iews about the ser"ices

pro"ided by the dea Telecom ser"ice and customer satisfaction to the

pro"ided ser"ices.

Se!"nd ry ' t

The secondary data consist all the material collected from the different

printed and published material and also from the company manuals! trade

ma#a2ines! literature! brochures! nternet and other sources. The theoretical

material i.e. theoretical back#round of the subject is taken for reference

books.


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S!"8e "# the Study

i; 0tudy was conducted in the city of *olhapur to know the Market of dea

(ellular 0er"ices.

ii; The study was carried about each and e"ery aspects of the wireless

phone in the city.

iii; The study was carried out to know the =uality ser"ices pro"ided by the

competitors.

i"; The study was conducted to create awareness about the cellular

ser"ices and the associated products amon# the customers.

-imit ti"n4 "# the Study

i; The sur"ey is restricted in *olhapur city only.

ii; 0ome of the contacted persons were not open their mind and #i"e true

information about them and their opinions.

iii; 0ome of the customers unable to understand because of lack of

information and knowled#e about the mobile ser"ice and some were

totally not aware about the de"ice! some of them just use as a status

symbol.


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Org ni ti"n Pr"#i6e

N me "# the Org ni ti"n 9 $Cr"44 - nd .

-r#ani2ation is one of the concerns dealin# with N-* A hand set and

D>A by the name of (ross )and! *olhapur. the or#ani2ation were started

their work since /, st ?uly @@1.

)ocation of or#ani2ation

OR+ANI ATION STRUCTURE

Mr. Ra"indra M. arsurkar

&roprietor;

Mr. Ra"indra *adam

0enior Marketin# >


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CUSTOMER CARE SER&ICE

Ser7i!e4 Pr"7ided by Ide Ce66u6 r -td.

M"bi6e SMS

t8s the ra#e that has taken o"er the whole world. 0end out short

messa#es from mobile phone usin# minimum air time. There is nothin# like

0M0 especially if you are callin# someone as brief as! 9 8ll see you at 5.@@

p.m.! 9 appy Birthday: or f you can8t reach someone at a #i"en time! you can

send a messa#e just like you would to a pa#er which means no airtime

wasted.

C 66ing -ine Identi#i! ti"n Pre4ent ti"n (C-IP)

() & enables you to screen your incomin# calls by displayin# the

number of the callin# party on your mobile phone screen. () & #i"es you the

option of not takin# unwanted calls. This ser"ice is a"ailable to you at a fee

of Rs.1 E' per month on all tariff plans.

C 66 %"6d

(all old offers you the ad"anta#e of two lines with one number. +hile

you are talkin# to one person! a beep will indicate your second call. Then you

ha"e the option of puttin# the first call on hold ad attendin# to the second. -r

you can make another call by puttin# the first one on hold.


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C 66 *"r3 rding

(all 6orwardin# enables you to be accessible anytime! anywhere. At

times when you are out of reach! you can di"ert your calls to your landline or

another Mobile Answer &hone 0er"ice &ersonal $oice Mail Bo


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T%EORETICA- BAC,+ROUN'

Me ning nd 'e#initi"n4

< M r5eting

9Marketin# is a social and mana#erial process by which indi"idual and

#roups obtains what they need and what throu#h creatin# offerin# at

e


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#oes under main fi"e sta#es and as a marketer he has to study each and

e"ery step of buyers beha"iour.

#< M r5et Re4e r!h

Market Research is the systematic #atherin# recordin# and analy2in#

of data about problems relatin# to the marketin# of #oods and ser"ices.

Marketin# Research has become an important tool of sound

mana#ement. marketin# information based on marketin# research has

ser"ed the basic purpose of Marketin# Mana#ement. Now a days no

marketin# mana#ement can succeed without the uses of marketin# research.

The e


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three additional &8s for ser"ice marketin#! people! physical e"idence and

process.

Because most of the ser"ices pro"ided by the people! the selection

trainin# and moti"ation of employees can make a hu#e difference in

customer satisfaction. (ompanies try to demonstrate their ser"ice =uality

throu#h physical e"idence. 6inally ! ser"ice companies can choose amon#

different process to deli"er their ser"ice in best manner. 0er"ice companies

face two tasks increasin# competiti"e differentiation and ser"ice =uality.

+e e< M n ging 'i##erenti ti"n

0er"ice marketers fre=uently complain about the difficulty of

differentiation their ser"ices. the dere#ulation of se"eral major ser"ice

industries communication! transportation! ener#y! bankin# precipitated intense

price competition. The alternati"e to price competition is to de"elop a

differentiated offer! deli"ery or ima#e.

/< O##er

The offer includes inno"ation features. +hat the customers e


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< 'e6i7ery

A ser"ice company can hire and train better people to deli"er its

ser"ice. t can de"elop a more attracti"e physical en"ironment which to

deli"er the ser"ice or it can desi#n a superior deli"ery process Mc Donald8s;.

D< Im ge

0er"ice companies can also differentiate their ima#e throu#h symbols

and brandin#s. The urish" Bank of (hica#o adopted the lion as its symbol

and uses it on its stationary. -n its ad"ertisin# and e"en on the staffed

animals it offers to new depositors. As a result! arie8s )ion is well known and

confers an ima#e of stren#th to the bank. 0e"eral hospitals ha"e attained

9Me#a Brand: reputation for bein# the best in their field. These hospitals

could open clinics in other cities and attract patient on the stren#th of their

brand reputation. This is "ery important concept hence we will see this in

details in ne


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Ser7i!e4 8r"7ided by Ide

Seri 6

N".

N me "# Ser7i!e4 *e ture4 "# the Ser7i!e

,. () & (aller )ine

dentification

&resentation;

The number of callin# party is displayed on

the handset. ence one came to know who8s

callin# and can decide to accept the call or

not.. () & (aller )ine D

Restriction;

>nables to restrict the cell number from

bein# displayed on the recei"er8s cell phone./. (+ 7 ( (all waitin#

and call hold;

Allows to handle up to two calls at the same

time which a"oids from missin# the call.1. (B (all Barrin#; t controls the incomin# and out#oin# calls!

thus pre"ent misuse of handset by others.3. (( (all conferencin#; t enables to talk to a #roup of people up to

se"en at the same time.4. (D (all Di"ert; Allows to forward E Di"ert the incomin#

calls to another cell phone or landline

number within network area.F. DB Detailed Billin#; Bills can be taken alon# with date! time and

day.5. M M Mobile to

Mobile;

0pecial rates for idea to idea mobile calls.

. N(( Network (ircle(o"era#e;

(ustomer is makin# calls from idea cellular to a landline at any destination within

network.

(o"era#e area will be billed at airtime G

local &0TN ( ARH>0 only.,@. Ni#ht (allin# dea cellular offers free airtime from , .@@

pm to 5.@@ pm.


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,,. 0N0 0pecial Number

0cheme;

The scheme allows to choose two )andline

number which is used fre=uently then calls

made to this number will cost just @ paise E

minute.


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Ser7i!e4 8r"7ided by Airte6

Seri 6

N".


,. (all waitin# This ser"ice has characteristic which alerts

second incomin# call to a user. %ser has an

option of either puttin# the first call on hold

and answerin# the new one or reject it.. (all hold This ser"ice allows to put an on#oin# call on

hold! and dial another number and can

switch between the two callers at any time./. (all Di"ert (all Di"ert allows to di"ert incomin# calls to

another mobile phone or )andline number.

this way one can ha"e user call attended to

by someone else. +hen he is personally

unable to do so.1. (all conferencin# +ith call conferencin# ser"ice one can

teleconference with fi"e different people

simultaneously. %ser can set up a

conference e"en when the other fi"e or

usin# a landline phone.

3. 0M0 t is personal! economical! and con"enient to

communicate when one can8t speak in a


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meetin#.4. $oice mail +ith $oice mail one can recei"e messa#e

when his phone is busy! or his mobile is

switched off or when he is outside the

co"era#e area.F. Roamin# Roamin# allows user to be accessible on his

same number no matter which part of the

world he tra"el to Airtel roamin# is o"er ,

networks across 5 countries.5. Airtel 0er"ices Astrolo#y! sports! fli#ht number! stock info!

news etc.. 0hoppin# ?unction 6or shoppin# of food! flowers! cinema tickets

etc.,@. nfo ?unction nformation easily and =uickly.,,. Mobile Bankin# a"e connection with the bank and transact

on mobile.


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Ser7i!e4 8r"7ided by Re6i n!e

Seri 6

N".


,. 0M0 Allows you to send and

recei"e 0M0.. n'build modem for

internet connecti"ity

(onnects to the internet at speeds up to ,,3

*bps.

Use Reliance data cable for connecting the

PC to the Reliance-FWP./. (aller )ine

dentification

Displays the (aller8s telephone number or

name on the display screen of the Reliance'

6+&.1. 0peaker phone )ets you talk on the phone without pickin# up

the recei"er and allows more than one

person to participate in the con"ersation.3. &hone book 0tores numbers with names in the built'in

phone book.4. Missed calls 0hows you missed calls with timestamps.

Also maintains call history of dialed 7

recei"ed calls.F. / way call conference The call conference facility lets you talk to

people at the same time.

5. $oice mail Allows the caller to lea"e a messa#e when

you are busy or unreachable. Notifies you by

0M0 when you recei"e a new "oice mail.

. Rin# tone choice There are ,@ rin# tones that you can choose


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from.,@. 0peed dialin# >nables you to speed dial numbers from

the phone book.,,. otline &ro#ramme your phone to automatically dial

a specified number when you pick up the

recei"er without ha"in# to dial., . (all wait E call hold ntimates you about an incomin# call when

you are on another call. Also lets you switch

between calls.,/. (all restrict E call lock Allows you to pre"ent misuse by lockin# your

phone. Iou can also pro#ramme 0TDE 0D

restriction on it.,1. (all di"ert Di"ert your calls to "oice mail or other

number of your choice when busy or

unreachable.,3. Alarm Built'in alarm to remind you whene"er you

need.,4. 0ecure tap proof

connection

0ecure connection that cannot be tampered

with or tapped by unauthori2ed persons.


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PRE*ERENCE O* T%E SER&ICE

TAB-E NO. D

COMPAN NO. O*

RESPON'ENTS

PERCENTA+E

dea 14 14J Air Tel ,, J

Reliance ,4 / J

-OCATION O* USE


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TAB-E NO. >

CIT NO. O*

RESPON'ENTS

PERCENTA+E

*olhapur /F F1Mumbai 11

&une / F50an#li ,4 /Miraj ,/ 4

0atara ,3 /@Hoa ,1 5

Nasik ,@ @Na#pur 5 ,5

Auran#abad ,, Ahmedna#ar ,5

There are "arious location where mobile co"era#e is a"ailable. But it

was found that most of the people use their mobile phone for &une! Mumbai

and *olhapur. A simple reason for this is the most of the users are

Businessman and th rates of the calls are the si#nificantly lower as compared

to landline calls. Thus it is found that the business class people makin# calls

to "arious cities is hi#hly cost efficient which is an important reason for

increasin# the use of mobile phone.

REASONS *OR OPTIN+ A PARTICU-AR MOBI-E SER&ICE

TAB-E NO. /

REASONS NO. O*

RESPON'ENTS

PERCENTA+E

Better ser"ice co"era#e / F5

Better hi#hway co"era#e /@ 4@


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Any subsidy 3 ,@Relation with the dealers ,5Better 0er"ice 11+orld of mouth by sale e


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A&ERA+E MONT%- BI-- O* T%E RESPON'ENTS

TAB-E NO.

BI--S (R4.) NO. O*

RESPON'ENTS

PERCENTA+E

)ess than ,@@@ ,5,@@@ @@@ 1 15

@@@ and abo"e ,F /1Total 3@ ,@@

t has been found that mobile phone is hi#hly cost efficient for any

business. +e found that 3@J of the people ha"e their bill between the ran#e

of around Rs.,@@@ to Rs. @@@ while /3J ha"e more than Rs. @@@. 0o it

indicates that most of the mobile users belon# to cate#ories which use the

phone ser"ices more fre=uently for their business which results in hea"y

amount of telephone bills. Thus shiftin# to mobile phones help them to

reduce the burden of their telephone bills alon# with easy accessibility.


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UN'ERSTAN'IN+ O* RESPON'ENTS RE+AR'IN+ BI--

TAB-E NO. D

ATTITU'E NO. O*

RESPON'ENTS

PERCENTA+E

&ositi"e // 44Ne#ati"e ,F /1

Table No. 1 shows the result pertainin# to the understandin# of the

bills by the user. t was surprisin# to find the around /3J of the people were

unable to understand the format of the billin#! yet they were usin# the ser"ice

payin# off the bills.


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*IN'IN+S AN' SU++ESTIONS

*inding4

,; Henerally people are usin# mobile phones because of better city

co"era#e and hi#hway co"era#e.

; The a"era#e billin# is #enerally not "ery hi#h e"en if there is re#ular or

hea"y usa#e.

/; The ser"ice pro"ider that is dealer8s choice is "ery much distinct

amon# the people.

1; dea has co"ered lar#e number of customers in *olhapur city.

Sugge4ti"n4

i; The company should #i"e preference to salaried people so as to #et

the benefits of industrial e


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BIB-IO+RAP%

,K Modern Marketin# Research

' 0hri. M. N. Mishra

K Marketin# Mana#ement

' &hilip *otler

/K Research Methodolo#y

' (. R. *othari

Documents

Idea Cellular Service1