Project Report Autosaved 2003

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A

PROJECT REPORT

ON

A STUDY ON CUSTOMER SATISFACTION OF

RELIANCE BROADBAND CUSTOMERS IN NASHIK CITY.

AT

RELIANCE COMMUNICATION BROADBAND DIVISION NASHIK

SUBMITTED TO

UNIVERSITY OF PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR DEGREE

OF M.B.A

BY

Mr. PANKAJ ASHOK KAPSE

MBA-II MARKETING

INDIRA INSTITUTE OF MANAGEMENT PUNE

2009-2010


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Certificate

This is to certify that Mr. Pankaj Ashok Kapse (MBA Marketing II) is a bonafide

student of this institute and has completed his summer project in Reliance communications

Nasik during the academic year 2008-2010 in partial fulfillment of Masters Degree in

Business Administration in Marketing during the period from 1st June 2009 to 31th July

2009.

The topic of his project was A study on customer satisfaction of Reliance

broadband customers in Nasik city. and was supervised by the undersigned Internal Project

Guide.

We wish him all the best for his future endeavors.

Prof. Mr. Surinder Singh. Dr. Mrs. Prachee Jawadekar

Project Guide Director

Indira Institute of Management, Indira Institute of Management

Pune Pune


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ACKNOWLEDGMENT

I take this opportunity to express my deep sense of gratitude to

Management of Reliance communication broadband division Nashik for giving me

opportunity to undergo summer training in their organization and extending me full support

and cooperation for undertaking and completing this project.

I am extremely grateful to Mr. Virendra Bachchav (Cluster sales

manager Nashik), whose dynamic guidance made the study possible. Their knowledgeexperience disciplined approach, constructive criticism and valuable suggestions have been a

source of inspiration to me in my studies.

I am extremely indebted to him for his guidance, encouragement for

completing this project on A study on customer satisfaction of Reliance broadband customers

in nashik city.

I would also like to thankMr. Tushar Patil (sales co coordinator) and Mr.

Yogesh Tajanpure for their valuable inputs regarding my project work from time to time. I

also take this opportunity to express my deepest gratitude to Dr. Prachi Jawadekar

,Director, Indira Institute of Management, Pune and to thank my Internal guide Prof.

Surinder Singh for their guidance and encouragement.

I am also like to express my gratitude to my colleagues, parents & other

who have directly & indirectly help me in many ways to make this project possible.

Mr. Pankaj Ashok Kapse.

MBA II


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EXECUTIVE SUMMARY


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EXECUTIVE SUMMARY

Title of the project: - A study on customer satisfaction of Reliance broadband customers in

Nasik city.

Industry: Telecom

Company: Reliance communication.

Product: Broadband connection

NEED FOR THE STUDY

. The broadband market is increasing with leap and bound and there are so many competitors

in the market which are trying to capture the market share. R-COM is trying to broaden thecustomer base in Nasik city. To suggest possible ways to increase the market share and giving

better service to customers need a feedback process so that company can analyze the remedy

required to prevent the switching phenomenon. There is obviously a strong link between

customer satisfaction and customer retention. Customer's perception of Service and Quality of

product will determine the success of the product or service in the market. This project is thus

aimed to find out the satisfaction level of R-com broadband customers in Nasik city so that

appropriate steps can be taken by the company to prevent the customer dissatisfaction if any

and to increase the customer base in long term perspective. .

OBJECTIVES OF PROJECT

PRIMARY OBJECTIVES

To find out customer satisfaction level of R-COM broadband customers in Nasik city.

To find out reasons of dissatisfaction of broadband customers.

To understand the gap between companys offerings and customers requirements.

SECONDARY OBJECTIVES

To study switching habits of R-coms customers.

To find out new promotional strategies for R-com.


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RESEARCH DESIGN

Success of any formal research project is a sound research design. A good research design has

characteristics like problem identification, problem definition, research objectives, developing

the research plan, sourcing data, collection of data, analyzing data and information, presenting

the findings.

Research type - Descriptive

Research approach- Qualitative and Quantitative

Population- Nasik

Sample frame- Reliancebroadband users in Nasik city

Sample size- 80 SME customers in Nasik city

Data collection

Primary data was collected by structured questionnaires, interviews and observations

made during the visits on field.

Secondary data was collected from literature, magazines and internet.


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TABLE NO 1: KEY FINDINGS, OBSERVATIONS AND SUGGESTIONS

FACTOR STATUS POSSIBLE CAUSE SUGGESTIONS

Customer loyalty Average Unable to maintain service

standard

Prompt maintenance

Promotional

activities

Satisfactory Sales force is capable and

hard working.

More intense advertising

would help to boost sales and

to increase awareness in

potential customers.

Query solving Average-not

satisfactory

More time taken than

promised to solve the

problem

Prompt problem solving

Billing satisfactory Prompt billing Keep service quality constant

Speed and

connectivity

satisfactory Effective technology Keep service quality constant

Overall rating Average Problems related to

maintenance and problem

solving.

Prompt problem solving and

efforts to retention of

customers

Limitations of the study.

Time Duration: The time duration for conducting the research was very short; due to

this one could not do justice to the Market Survey.

Sample Size: The sample size does not cover maximum number of SME customers of

Nasik city. The sample size was restricted to certain number 80 customers.

Response from interviewer: Some of the respondents were hesitant to provide proper

information, or to entertain such person, activity.

City Coverage: The project is restricted to only little sample area coverage only

because of the less duration of the project.


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INDEX

SR.NO CHAPTER PARTICULARS PAGE.NO

1 Certificate of institute Ii

2 Acknowledgment Iii

3 Introduction 11

4 Indian Telecom industry profile 13

5Company profile

26

6 Literature survey 41

7 Objectives and scope of study 46

8 Research methodology 48

9 Data analysis 58

10 Findings and observation. 75

11 Conclusion 77

12Recommendations

79

13 References 81

14 Annexure 82


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List of Tables

Sr.no. Particulars Pages no

1 Key findings ,observations and suggestions Vii

2 Major milestones of Indian telecom industry 16

3 Number of broadband subscribers as on 31st march 2008 22

4 Financial result summary 37

5 Customer satisfaction parameters 56

6 Bifurcation based on period of usage 59

7 Bifurcation on promotional basis 618 Customers who have used R-com before 63

9 Satisfaction compared to old service provider 64

10 Frequency of problems faced by R-com customers 65

11 Time taken to solve a technical problem 66

12 Satisfaction regarding problem solving 67

13 Delivery of bills on time 68

14 Time provided to pay bills 69

15 Satisfaction regarding billing system of R-com 70

16 Satisfaction regarding speed system of R-com 71

17 Satisfaction regarding connectivity system of R-com 72

18 Overall customer satisfaction level with R-com 73


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List of graphs & charts

Sr.no. Particulars Pages no

1 Growth of telecom network 15

2 Internet subscribers growth 19

3 Broadband subscribers growth 19

4 Various subscribers in telecom industry last year 20

5 Market share of 8 leading ISPS 21

6 Shares of public and private sector ISPS 22

7 Reliance ADA group structure 32

8 Bifurcation of respondents on period of usage 599 % to total users according to usage period 60

10 Bifurcation on promotional basis 61

11 Promotional activities effectiveness 62

12 Customers who have used R-com before 63

13 Satisfaction compared to old service provider 64

14 Frequency of problems faced by R-com customers 65

15 Time taken to solve a technical problem 66

16 Satisfaction regarding problem solving 67

17 % of customers satisfied regarding problem solving 67

18 Delivery of bills on time 68

19 Time provided to pay bills 69

20 Satisfaction regarding billing system of R-com 70

21 % of Satisfaction regarding billing system of R-com 70

22 Satisfaction regarding speed system of R-com 71

23 Satisfaction regarding connectivity system of R-com 72

24 Overall customer satisfaction level with R-com 73

25 % of overall satisfied customers of R-com 74


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CHAPTER NO 1

INTRODUCTION


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CHAPTER NO 1

INTRODUCTION

The telecom services have been recognized the world-over as an important toolfor socio-economic development of a nation. Telecommunication is one of the prime support

services needed for rapid growth and modernization of various sectors of the economy. It has

become especially important in recent years because of enormous growth of information

technology and its significant potential for the impact on the rest of the economy.

Measurement of Customer Satisfaction is a new significant addition to the new ISO9000:

2000 standard. Organizations certified to this standard are now required to identify parameters

that cause customer satisfaction or dissatisfaction and consciously measure them. So there is a

clear need to measure the customer satisfaction

Rationale of the study

Reliance communication broadband division Nasik has a wide range of customers In

Nasik city. They generally deal in wireline connection of landline phone and broadband

connections. Researcher after consulting with company external guide Mr. Virendra Bachhav

sir & internal guide Mr. Surinder Singh sir decided to undertake a study to find out customer

satisfaction level of broadband customers who are small and medium size enterprise

customers.

Broadband users in Nasik city are increasing day by day because of growing need

of todays technological advancements in every sector of every industry. In Nasik city

banking, fmcg, IT, engineering works, telecom, manufacturing, finance are some sectors

which are expanding rapidly.

That is why there is a need to find out customer satisfaction level of existing

customers so that they can formulate strategy to expand their customer base because if existing

customers are not satisfied new customers are also hard to convince and it projects a negativeimage of company in market.

Objectives of project were targeted towards finding out customers satisfaction

level and causes of dissatisfaction to take remedial actions and in turn increase market share of

R-COM in Nasik city. Competitors analysis and switching tendencies of customers were also

an outcome of study.


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CHAPTER NO 2

Industry Profile.


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CHAPTER NO 2

Industry Profile.

2.1The Indian Telecom Industry

2.1.1 Introduction

Telecommunications is one of the few sectors in India, which has witnessed the most

fundamental structural and institutional reforms since 1991. Considering the great potential for

the growth of telephone demand with the accelerated growth of economic activities, the

Government of India announced the National Telecom Policy in 1994 and the New Telecom

Policy in 1999. The National Telecom Policy provides for private sector participation to

supplement the efforts of DoT in basic telephone services. The opening up of the basic

services provided a big opportunity for private & foreign investors. More policy initiatives

included Addendum to NTP -1999, Broadband Policy 2004, and Amendment to Broadband

Policy 2004.The entire sector is now open to unrestricted competition in all. The opening of

the sector has not only added to rapid growth but also helped a great deal towards

maximization of consumer benefits. The tariff shave been falling continuously across the

board as a result of healthy and unrestricted competition and India today has one of the lowest

tariffs in the world. Besides, as a result of the various measures and initiatives taken by the

Government, India is now fast emerging as one of the leading telecom nations.

The reforms process in the telecom sector is still on, aiming to remove the balance

hurdles and limitations. With a strong population of over 1.1 Billion, India has become one of

the most dynamic and promising telecom markets of the world. In recent times, the country

has emerged as one of the fastest growing telecom markets in the world. It has third largest

telecom network and the second largest wireless network in the world. The following graph

shows the growth of Indian telecom network from 1999 to 2009.


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Graph no 1: Growth of telecom network.

The Indian Telecommunications network with 233.62million connections is

the fifth largest in the world and the second largest among the emerging economies of Asia.

Today, it is the fastest growing market in the world and represents unique opportunities for

U.S. companies in the stagnant global scenario. The total subscriber base is expected to reach

300 million in 2009.

According to Broadband Policy 2004, Government of India aims at 9 million

broadband connections and 18 million internet connections by 2007. The wireless subscriber

base has jumped from 33.69 million in 2004 to 62.57 million in FY2004-2005. In the last 3

years, two out of every three new telephone subscribers were wireless subscribers.

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

compared to only 40% in 2003. Wireless subscriber growth was expected to bypass 2.5million new subscribers per month by 2007. The wireless technologies currently in use 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

telecom circles and 4 metro cities, covering 2000 towns across the country.


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2.1.2MAJORMILESTONESOFINDIANTELECOMINDUSTRY

TABLE NO 2

April 2009 Wireless Subscriber base crosses 400 million mark

February 2008 Licenses issued to New Telecom Service Providers

October 2007.DOT allows CDMA players to enter GSM mobile service using

Dual Technology platform

February 2006 One India tariff plan announced by BSNL & MTNL

January 2006One Nation-One Rupee tariff plan introduced by Reliance

Infocomm

January 2006Tele density target of 12% in 2010 as per NTP 99 met ahead of

schedule.

December 2005 Lifetime Tariff Plans launched.

October 2005 Non-stop Mobile [two year plan] introduced by Tata Teleservices

October 2004 Broadband policy announced.

Jan -2003TRAI announces the Telecommunications Interconnection Usage

Charges (IUC), Regulations, 2003

Dec -2002Reliance Infocomm Ltd launches services across 17 circles on a

country wide basis in a phased manner

Nov - 2002Tata Teleservices Ltd acquires Hughes Tele.com (I) Ltd providing

basic services in Maharashtra circle.

July - 2002TRAI issues Telecommunications Interconnection (Reference

Interconnect Offer) Regulations, 2002

April - 2002 ILD sector opened up


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Dec -2001TRAI issues Telecommunication Interconnection (Port Charges)

Regulations, 2001

Dec - 2001TRAI issues Telecommunication Interconnection (Charges &

Revenue Sharing) Regulations, 2001

May - 2001 TRAI announces cost based rentals for WLL (M) services.

January 2001 Limited Mobility Service Introduced.

Oct - 2000 DTS corporatized and Bharat Sanchar Nigam Ltd incorporated.

May - 1999TRAI issues Telecommunication Interconnection (Charges &

Revenue Sharing) Regulations, 1999.

March - 1999 New Telecom Policy 1999 (NTP'99) announced.

June - 1998First private sector Basic Telecom network launched in Indore,

Madhya Pradesh.

Nov - 1997 AUSPI constituted.

January, 1997 TRAI established

1997Six licenses awarded to private sector for provision of Basic

Telecom Services

1995 Tenders for Basic and Cellular service (circles) invited.

1994 National Telecom Policy 1994 announced


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2.1.3 GROWTH OF INDIAN TELECOM INDUSTRY IN LAST DECADE AN

OVERVIEW

India became the second largest wireless network in the world, overtaking the USA

and second only to China, with addition of about 8 million subscribers every month in

the recent times

Subscriber base reached 300.49 million as on 31st March 2008 as compared to 14.88

million for the same period in 1997

Teledensity of 26.22 as on 31st March 2008 as compared to 2.30 for the same period

in 1998 much ahead of the teledensity target set under NTP, 1999 of 15 by the year

2010.

Rural teledensity at the end of March 2008 was 9.20 as compared to 0.40 for the same

period in 1998 which too is much ahead of the NTP, 1999 target of 4 by the year

2010.

Decline in Tariffs: Local call tariff for mobile @ Rs. 15.00 is now less than Re.

1.00One minute STD call between Delhi and Mumbai at the rate of Rs.37.00 now cost

Re. 1.00 i.e. at

the rate of local call ISD call to American continent @ Rs. 75.00 now costs less than

Rs. 7.00

Subscriber base of internet reached 11.09 million on 31st March 2008 as compared to

0.09 million in1997

Putting in place Interconnection and Cost Based Interconnection Usage Charges

regime

Introduction, continuation and phasing out of Access Deficit Charges regime

Introduction of Calling Party Pay regime

Introduction of Mobile Termination Charges, which is lowest in the world

Putting in place Tariff Order regime with the issue of Telecom Tariff Order 1999 and

shift to a regime of tariff de-regulation in gradual manner


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2.1.4 General Environment in the Telecom Sector- Current scenario

Internet Subscriber

The Internet subscriber base in the country as of 31st

march 2008 stood at 11.09 million ascompared to 9.27 million during the previous year, registering an annual growth rate of about

19.63%

Graph no 2: Internet Subscribers growth.

Broadband Subscriber

The total Broadband subscriber base has reached 3.87 million by the end of

March, 2008 as compared to 2.34 million by the end of March 2007 thereby registering

a net addition of 1.56 million broadband subscribers during the financial year 2007-08.

Graph no 3: Broadband Subscribers growth


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Graph no 4: Various subscribers in telecom industry last year


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2.1.6 Internet and broadband services

TRAI is constantly monitoring the growth of the Internet and Broadband services inthe country by way of Performance Monitoring Reports being submitted by Internet Service

Providers (ISP). Issues raised by ISPs, from time to time, were successfully resolved by TRAI

to create conducive environment and to encourage the growth of the service during the

financial year. Total 138 ISPs reported data to TRAI, which indicates 11.09 million Internet

Subscribers at the end of 31st March 2008. There was an increase of19.63% in the subscribers

base as compared to March2007. A list of ISPs who have already started Internet service and

their subscriber base as on 31st March2008 is furnished below in this report. The distribution

of Internet Subscribers among Govt. ISPs & Private ISPs as on 31st March 2008 is shown

below. The market share of top eight Internet Service Providers (ISPs), including BSNL, in

terms of subscriber base as on 31st March 2008 is shown below. The BSNL has maximum of

50.82% of total internet subscriber base. Among PSUs owned ISPs, M/s BSNL and M/s

MTNL have reported a subscriber base of 5.64 Million and1.89 Million respectively. Amongst

the Private Sectors M/s Bharti Airtel Limited has a subscriber base of 0.81 Million and stood

third overall.

Graph no 5- Market shares of 8 leading ISPS.


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Table no 3

The number of Broadband subscribers (with a download speed of 256 kbps or more)

was 3.87Million on 31st March 2008 as compared to 2.34Million subscribers on 31st March

2007 registering an annual growth of 65.38%. The distribution of Broadband subscribers

among Government ISPs and Private ISPs as on 31st March 2008 is as below:

Graph no 6: shares of public sector and private sector ISPS.

Total ISP companies as per records of DOT

365 as on 31-01-2009 according to DoT


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2.1.7 Major Players

There are three types of players in telecom services: State owned companies (BSNL and MTNL)

Private Indian owned companies (Reliance Info COM, Tata Teleservices,)

Foreign invested companies (e.g. Vodafone-Essar, Bharti Tele-

Ventures,Escotel, Idea Cellular, BPL Mobile, Spice Communications)

BRIEF PROFILE OF COMETTORS OF RELIANCE COMMUNICATIONS

1_) BSNL

BSNL Broadband is a broadband internet service from state owned BSNL in India

since 14th January 2005. Until September 30 2007 it was known as 'Data One.

BSNL is in the process of commissioning of a world class multi-gigabit multi-protocol

convergent IP infrastructure through Internet backbone-II (NIB-II) that will provide

convergent services through the same backbone and broadband access network. The

Broadband service will be available on DSL technology (on the same copper wire that is used

for connecting telephone) on a countrywide basis spanning 198 cities.

In terms of infrastructure for broadband services NIB-II would put India at par with

more advanced nations. The services that would be supported includes always-on broadband

access to the Internet for residential and business customers Content based services Video

multicasting Video-on-demand and Interactive gaming Audio and Video conferencing IP

Telephony Distance learning. The Broadband Service is available throughout India in all cities

towns and even in main villages.


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2) TATA TELESERVICES LTD.

3) SIFY TECHNOLOGIES LTD.

Sify Technologies Limited (formerly Sify Limited and Satyam Info way Limited)

NASDAQ: SIFY) is an, established in 1998, based in Chennai, India. Sify is one of the largest

Internet service providers in India. Almost 75 percent of the 1.6 million visitors in 2008 to the

web site sify.com hail from India. It was rated as one of "The ten top technology companies

world-wide recommended for investment" by Fortune in 1999.

When internet access was opened to private sector (until then the state run VSNL had

a monopoly in providing internet access), Sify became the first private sector player to offer

internet access. It leased international bandwidth from global vendors, domestic connectivity

from telecom players and set up last mile connectivity by multiple methods: Wi-Fi

Type Public (BSE: TTML)

Founded 2000

Headquarters Navi Mumbai, India

Key people Chairman: Mr. Ratan N. Tata, Managing Director: Anil Kumar Sardana

Industry Telecommunications

Products CDMA service, GSM service, Broadband Internet Service

Employees 3,30,000 [Tata Group]

Website Tata Indicom


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connections using roof top antennae, copper connections using phone lines or cable TV

connections. Sify also started providing internet network connectivity for business enterprises

in India. Sify took internet to the masses in India by setting up a chain of franchised internetcafes (today a network of over 3,300+ cybercafs) becoming the largest chain of cybercafs in

India.

4) BHARTI TELEVENTURES LTD.

Type Public, Listed on BSE

Founded 1985

Headquarters New Delhi, India

Key people Sunil Mittal (Chairman and CEO)

Industry Telecommunication

Products Mobile and Fixed-Line Telecommunication operator

Revenue $6 Billion

Website Bharti Group Airtel

5) IDEA CELLULAR:

Idea Cellular is a wireless telephony company operating in various states in India. It

initially started in 1995 as a joint venture between the Tatas, Aditya Birla Group and AT&T

by merging "'Wings Cellular'" operating in Madhya Pradesh, UP West, Rajasthan and Tata

Cellular as well as Birla AT&T Communication.


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CHAPTER NO 3

COMPANY PROFILE


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CHAPTER NO 3

COMPANY PROFILE

3.1 Introduction

Reliance Communications (formerly Reliance Infocomm), along with Reliance

Telecom and Flag Telecom, is part of Reliance Communications Ventures. According to

National Stock Exchange data, Anil Ambani controls 66.75 per cent of the company, which

accounts for more than 1.36 billion shares of the company. It is an Indian telecommunications

company. It is the flagship company of the Reliance-Anil Dhirubhai Ambani Group,

comprising of power (Reliance Energy), financial services (Reliance Capital) and telecom

initiatives of the Reliance ADA Group. Reliance Infocomm is currently managed by AnilDhirubhai Ambani.

R-Com is also into Wire line Business throughout India. The company also has

licenses in the GSM telecom services space for most of the Telecom Circles. Reliance

Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of

companies. Listed on the National Stock Exchange and the Bombay Stock Exchange, it is

Indias leading integrated telecommunication company with over 85 million customers.

Their business encompasses a complete range of telecom services covering mobile and

fixed line telephony. It includes broadband, national and international long distance services

and data services along with an exhaustive range of value-added services and applications.

Our constant endeavor is to achieve customer delight by enhancing the productivity of the

enterprises and individuals we serve.

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002,

coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was among

the initial initiatives of Reliance Communications. It marked the auspicious beginning of

Dhirubhais dream of ushering in a digital revolution in India. Today, we can proudly claim

that we were instrumental in harnessing the true power of information and communication, by

bestowing it in the hands of the common man at affordable rates.

They endeavor to further extend their efforts beyond the traditional value chain by

developing and deploying complete telecom solutions for the entire spectrum of society.


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Broadband business information

The successful rolling out of real broadband services across the nation marks the

second chapter of Reliance Communications commitment to usher in a digital revolution in

India. Reliance Communications is setting new standards for the world to follow through

inventive use of cutting-edge technologies in the field of fiber optics, Ethernet, microwave

radios, switching, routing, digital compression and encoding.

The mass roll out of broadband being carried out by Reliance Communications across

the length and breadth of the country, offering speeds of up to 100 Mbps to millions of users,

in itself is a technological marvel.

Type Public (BSE: RCOM)

Founded 2004

Headquarters Navi Mumbai, India

Key peopleAnil Ambani

Chairman and Managing Director ,Vice-Chairman Reliance-ADA Group

Industry Telecommunications

Products CDMA service, GSM service, Broadband Internet Service

Revenue US$ 4 Billion

Employees 33,000

Website http://www.rcom.co.in/


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The uniqueness of Reliance Communications broadband initiative lies in the fact that

our entire nationwide network is being conceptualized and built from ground zero. Our

network is designed to deliver affordable quality education, drive governance, transformhealthcare, enhance efficiency in business and, finally, generate new job opportunities for

millions of unemployed Indians.

Reliance Communications broadband service is set to revolutionize Indian society by

removing the traditional bottlenecks of development including a lack of capital and a weak

infrastructure, and help tide over the challenges of distribution in a vast country like India.


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3.2 KEY PERSONALITIES OF R-COM

CHAIRMAN OF R-COM MR.ANIL DHIRUBHAI AMBANI

Shri Anil D Ambani, 48, is the chairman of all listed companies of the Reliance ADA

Group, namely, Reliance Communications, Reliance Capital, Reliance Energy and Reliance

Natural Resources.He is also the president of the Dhirubhai Ambani Institute of Information

and Communications Technology, Gandhinagar

An MBA from the Wharton School of the University of Pennsylvania, Shri Ambani is

credited with pioneering several financial innovations in the Indian capital markets. He

spearheaded the countrys first forays into overseas capital markets with international public

offerings of global depositary receipts, convertibles and bonds. Under his chairmanship, theconstituent companies of the Reliance ADA group have raised nearly US$ 3 billion from

global financial markets in a period of less than 15 months.

Shri Ambani has been associated with a number of prestigious academic institutions in

India and abroad.

He is currently a member of:

Wharton Board of Overseers, The Wharton School, USA

Board of Governors, Indian Institute of Management (IIM), Ahmadabad

Board of Governors, Indian Institute of Technology (IIT), Kanpur

Executive Board, Indian School of Business (ISB), Hyderabad

In June 2004, Shri Ambani was elected as an Independent member of the Rajya Sabha

Upper House, Parliament of India, a position he chose to resign voluntarily on March

25, 2006.


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3.3 BRIEF ABOUT THE RELIANCE ADA GROUP

RELIANCE ADA GROUP

Think Bigger Think Better

The Reliance Anil Dhirubhai Ambani Group is among Indias top three private

sector business houses on all major financial parameters, with a market capitalization of Rs

100,000 crore (US$ 22 billion), net assets in excess of Rs 31,500 crore (US$ 7 billion), and net

worth to the tune of Rs 27,500 crore (US$ 6 billion) Across different companies, the group has

a customer base of over 50 million, the largest in India, and a shareholder base of over 8

million, among the largest in the world.

Through its products and services, the Reliance - ADA Group touches the life of 1 in

10 Indians every single day. It has a business presence that extends to over 4,500 towns and

300,000 villages in India, and 5 continents across the world.

The interests of the Group range from communications (Reliance Communications)

and financial services (Reliance Capital Ltd), to generation, transmission and distribution of

power (Reliance Energy), infrastructure and entertainment.


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RELIANCE ADA GROUP STRUCTURE

Fig no 7 Reliance ADA group structure


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Business of Reliance ADA group

3.4COMPANY PHILOSOPHY AND WORK NATURE

Vision of R-com.

.

To build a global enterprise for all our stakeholders and a great future for our

country, to give millions of young Indians the power to shape their destiny, the means to

realize their full potential

Reliance Communications envisions a digital revolution that will bring about a New

Way of Life. With mobile devices, net ways and broadband systems linked to powerful digital

networks, Reliance Communications will usher fundamental changes in the social and

economic landscape of India.

Reliance Communications will help men and women connect and communicate with

each other. It will enable citizens to reach out to their work place, home and interests, while on

the move. It will enable people to work, shop, educate and entertain themselves round the


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clock, both in the virtual world and in the physical world. It will make available television

programs, movies and news capsules on demand. It will unfurl new simulated virtual worlds

with exhilarating experiences behind the screens of computers and televisions.Reliance Communications will transform thousands of villages and hundreds of towns and

cities across the country. Above all, Reliance Communications will pave the way to make

India a global leader in the knowledge age.

MISSION OF R-COM:-

To create an integrated infrastructure with the state of art digital technology provided

innovative, cost effective and world class convergent service to air customer. We will be

Indias defining service provider and most preferred one. We will achieve dominant market in

India and will rank among worlds top ten carriers by 2010.

Reliance Communications will offer a complete range of telecom services. Reliance

Communications is the first company in India to introduce wireless point of sale terminals it

covers a spectacularly wide range, wire line, wireless national and international long distance,

data services, data hosting, enterprise broadband and consumer.

MANAGEMENT PHILOSOHY

World scale operations and the ability to implement complex, multi-billion dollar project in

record time frames

Leading edge state-of-art technologies

Global competitiveness and the ability to create world class assets at a 30%-50% capital cost

advantage compared to the global peer group

Fully integrated operations capturing the entire value chain and market leadership in all

product categories.


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3.5 VARIOUS CUSTOMERS OF R-COM


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3.6FINANCIAL HEALTH OF THE COMPANY

Reliance Communications Limited founded by the late Shri Dhirubhai H Ambani

(1932-2002) is the flagship company of the Reliance Anil Dhirubhai Ambani Group. The

Reliance Anil Dhirubhai Ambani Group currently has a net worth in excess of Rs. 63,000

crore (US$ 14 billion), cash flows of Rs. 12,000 crore (US$ 3 billion), net profit of Rs. 8,000

crore (US$ 2 billion) and zero net debt.

Reliance Communications is India's foremost and truly integrated telecommunications

service provider. The Company, with a customer base of over 65 million including over 2million individual overseas retail customers, ranks among the Top 10 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.

Reliance Communications has established a pan-India, next generation, integrated

(wireless and wireline), convergent (voice, data and video) digital network that is capable of

supporting best-of-class services spanning the entire communications value chain, covering

over 20,000 towns and 450,000 villages. Reliance Communications owns and operates the

world's largest next generation IP enabled connectivity infrastructure, comprising over 175,000

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

Pacific region.


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Table no 4


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PRODUCT PROFILE

3.7 RELIANCE LANDLINE PHONE

VARIOUS PLANS

A) POSTPAID PLANS

B)Prepaid plans :

Startup voucher:

Get started by loading the Startup voucher towards installation and activation charges.

It comes at an MRP of Rs.500 (inclusive of service tax) and a validity of 60 days. Get

free usage worth Rs.500 on loading the Startup voucher, so effectively you pay zero

installation charges for the Reliance Landline service

Plan name Plan 250Plan

500

Plan

1000

Plan

1500

Plan

2000

Super

One

India

Super

One

India

Mobile

Special

Plan

Monthly plan

charges (Rs.)250 500 1000 1500 2000 299 130 500 + 75

Free Calls

Worth (Rs.)100 500 1000 1500 2000 200 0 500

Domestic call

rates (Rs. /

call unit)

0.50 forLocal &

1.00for

STD

1.10 1.00 0.90 0.85 1.00 1.00 1.20


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Refill vouchers with 30 days validity:

MRP inclusive of Service Tax (Rs.) 333 555 1,122 1,666

Usage value (Rs.) 225 550 1,200 2,000

Enjoy additional validity of 30 days on above vouchers by loading them along with Startup

voucher

Refill vouchers with more than 30 days validity:

MRP inclusive of service

Tax (Rs.) 1,020 2,040 5,555

Usage value (Rs.) 1,050 2,200 6,000

Voucher validity (Days) 60 75 180

3.8 BROADBAND CONNECTION.

Plans

1) Data Transfer - Pay per Mb Plans (Authenticated)

One connection can be used for multiple PCs

Pay only for the data transferred (upload + download)

Data transfer measured in KB

Enjoy high speeds up to 4 Mbps.


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ServiceDownload

Speeds *

Monthly Rental

(Rs.)Bundled Usage

Additional

Usage / MB

Plan 900 1 Mbps 900 2 GB Rs. 0.8

Plan 1199 2 Mbps 1199 8 GB Rs. 0.8

Plan 1999 2 Mbps 1999 12 GB Rs. 0.8

Plan 2999 2 Mbps 2999 20 GB Rs. 0.5

Plan 4999 2 Mbps 4999 35 GB Rs. 0.5

Plan 8999 2 Mbps 8999 75 GB Rs. 0.5

Plan 10000 4 Mbps 10000 75 GB Rs. 0.5

2) Flat Fee Plans (Unauthenticated):

One connection can be used for multiple PCs

Unlimited downloads and use at a fixed monthly charge

True always-on connectivity. No login or authentication required for accessing the

Internet.

ServiceDownload

Speeds *

Monthly Rental

(Rs.)Bundled Usage

Additional Usage

/ MB

Plan 1100 150 Kbps 1100 Unlimited Not Applicable



Plan 4500 1 Mbps 4500 Unlimited Not Applicable


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CHAPTER NO 4

LITERATURE SURVEY


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CHAPTER NO 4

LITERATURE SURVEY

CUSTOMER SATISFACTION:

"If you cannot measure it, you cannot improve it."

- Lord William Thomson Kelvin (1824-1907)

Measurement of Customer Satisfaction is a new significant addition to the new ISO9000: 2000

standard. Organizations certified to this standard are now required to identify parameters that

cause customer satisfaction or dissatisfaction and consciously measure them.

Whether the buyer is satisfied after purchase depends on the offers performance in

relation to the buyers expectation. In general:

Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her expectation.

There is obviously a strong link between customer satisfaction and customer retention.

Customer's perception of Service and Quality of product will determine the success of the

product or service in the market.

With better understanding of customers' perceptions, companies can determine the actions

required to meet the customers' needs. They can identify their own strengths and weaknesses,

where they stand in comparison to their competitors, chart out path future progress and

improvement. Customer satisfaction measurement helps to promote an increased focus oncustomer outcomes and stimulate improvements in the work practices and processes used

within the company.

There is a lot of debate and confusion about what exactly is required and how to go about it.

Customer satisfaction is quite a complex issue and this is an attempt to review the necessary


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requirements, and discuss the steps that need to be taken in order to measure and track

customer satisfaction.

What do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to develop a

clear understanding of what exactly the customer wants. We need to know what our customers

expect from the products and services we provide.

Customer Expectations are of two types - Expressed and Implied.

Expressed Customer Expectations are those requirements that are written down in the

contract and agreed upon by both parties, for example, product specifications and

delivery requirements. Supplier's performance against these requirements is most of

the times directly measurable.

Implied Customer Expectations are not written or spoken but are the ones the customer

would 'expect' the supplier to meet nevertheless. For example, a customer would

expect the service representative who calls on him to be knowledgeable and competent

to solve a problem on the spot.

There are many reasons why customer expectations are likely to change over time. Process

improvements, advent of new technology, changes in customer's priorities, improved quality

of service provided by competitors are just a few examples.

The customer is always right. Supplier's job is to provide the Customer what he wants, when

he wants it. Customer Satisfaction is customers' perception that a supplier has met or exceeded

their expectations.

What constitutes Satisfaction?

We cannot create customer satisfaction just by meeting customer's requirements fully because

these HAVE to be met in any case. However falling short is certain to create dissatisfaction.

Major attributes of customer satisfaction can be summarized as:


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Product Quality

Product Packaging

Keeping delivery commitments Price

Responsiveness and ability to resolve complaints and reject reports

Overall communication, accessibility and attitude

We cannot begin to address the customer satisfaction issue we define the parameters and

measures clearly. It may be easier to track supplier's performance against stated requirements

of quality and timeliness because there is documentary evidence. Some indication of whether a

supplier is meeting the requirements can also be obtained from data on scrap rates, PPM,

complaints database, sales improvements, repeat orders, customer audit reports etc. It is far

more difficult to measure the level of performance and satisfaction when it comes to the

intangible expectations.

What are the Tools?

Customer expectations can be identified using various methods such as

Periodic Contract Reviews

Market research

Telephonic Interviews

Personal visits

Informal discussions

Satisfaction Surveys

Depending upon the customer base and available resources, we can choose a method that is

most effective in measuring the customers' perceptions. The purpose of the exercise is to

identify priorities for improvement. We must develop a method or combination of methods

that helps to continually improve service.

Customer Satisfaction Surveys


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Formal survey has emerged as by far the best method of periodically assessing the customer

satisfaction. The surveys are not marketing tools but an information-gaining tool. Enough

homework needs to be done before embarking on the actual survey. This includes:

Defining Objectives of the survey

Design Survey Approach

Develop Questionnaires and forms

Administer survey (email, telephone, or post)

Method of Compiling data and analyzing the findings

Format of the Report to present the findings

There is no point in asking irrelevant questions on a customer satisfaction questionnaire. The

basic purpose is to find out what we are doing right or wrong, where is the scope for

improvement, where do we stand vis--vis other suppliers, how can we serve the customer

better?A Customer satisfaction Measurement Survey should at least identify the following

objectives-

Importance to Customers (Customers' Priorities).

Customers' perception of supplier's performance.

Your performance relative to customers' priorities.

Priorities for Improvement.

(Quality & Productivity Journal: February 2002 Issue

Source: - http://www.symphonytech.com.


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CHAPTER NO 5

OBJECTIVES AND SCOPE OF

THE STUDY


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CHAPTER NO 5

5.1 OBJECTIVES OF THE STUDY

Successful decision-making depends not on any principles but on the skill and judgments

of the individuals. However skill and judgment by itself cannot lead to good decisions but are

the inherent tools through which data collected or available can be converted into proper

information thus for this purpose of having proper decision making it is very essential to

collect relevant and accurate information. Hence to collect proper information certain

objectives were set which would lead to the process of research in the designed directionbased on the priority and need of the organization the objectives of the research were

segregated in to primary and secondary objectives.

PRIMARY OBJECTIVES

To find out customer satisfaction level of R-COM broadband customers in Nasik city.

To find out reasons of dissatisfaction of broadband customers.

To understand the gap between companys offerings and customers requirements.

SECONDARY OBJECTIVES

To study switching habits of customers.

To find out new promotional strategies for R-COM.

Scope of the study

Place: Project work was completed in various parts of Nashik city namely College

road, Sharanpur road, Dwarka area, Gangapur road, Nashik road.

Sample size: Project covered a sample size of 80 SME customers in above mentioned

area.

Product: study covered the customer satisfaction regarding the product Reliance

broadband connection.


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CHAPTER NO 6

RESEARCH METHODOLOGY


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CHAPTER NO 6

RESEARCH METHODOLOGY

6.1 Research design.

Research Design Is the arrangement of condition for collection & analysis of data in a

manner that aims to combine relevance to search purpose with economy in procedure.

(I) Research Design incase of descriptive research:

In descriptive study the first step is to specify the objectives with

sufficient precision to ensure that the data collected are relevant. If this is not done carefully,

the study may not provide the desired information.

While design the data collection procedure, adequate safe guards against bias &

unreliability must be ensured .which ever method is selected, question must be well examined

and be made unambiguous; interviewer must be instructed not to express their own opinion,

observer must be trained so that they uniformly record a given item of behavior .it is always

desirable to protest the data collection instruments before they are finally used for the study

purposes. In other words we can say that structured instruments are used in such studies.

The research design type used for this study is descriptive research method

In this project researcher have used descriptive research method to study the status of

SME customers satisfaction status by analyzing the answers given by the sample customers

selected with the structured questionnaire designed to map the responses of existing R-comSME customers.


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6.2 Research approach

There are two basic approaches of research. They are as follows

1) Quantitative research approach

This approach is followed when there is need to map the quantifiable factors like

number of customers who are using services of the company, market share analysis for

the company, competitors analysis etc.

In this research study researcher have used quantitative approach in order to find out

number of customers who are using R-com services since last one year, two years

etc.Quantitative approach was also helpful in finding out the number of customers who

were using services of other service providers.

2) Qualitative research approach

Qualitative research approach refers to that research approach by which researcher

tries to map out the unquantifiable aspects related to research problem e.g. customers

perception about product or services provided by the company, overall experience of

the customer with respect to the company etc. these factors cannot be measured by

quantitative terms so to measure them qualitative checks are done with various types of

grades like satisfied, dissatisfied, average etc. These scales are to chosen respective of

the attitude or behavior we want to study.

For this study researcher have used qualitative research approach in order to find out

the customers perception and satisfaction about R-com related to problem solving,

billing issues, speed and connectivity promised, overall satisfaction level with R-com

services etc.

For this study purpose researcher have thus used Qualitative as wellas Quantitative research approach.


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6.3 Sampling Techniques

Sample population: Nashik city.

Sample frame: Reliance broadband users in Nashik city

Sample size: 80 SME customers of Reliance communications.

Sampling method: Non- probability sampling

Non probability sampling is that sampling procedure which does not afford

any basis for estimating probability that each item in population has of being included in the

sample. Non probability sampling is also known by different names such as deliberatesampling, purposive sampling, judgments sampling in other words , under non probability

sampling organizers of enquiry purposely particular unit of universe for constituting a sample

on the basis that the small mass that they so select out of huge one will be typical or

representative of the whole.

Probability sampling

Also known as random sampling or chance sampling, under these

sampling design, every item of universe has an equal chance of inclusion in sample. It is so to

say, a lottery method in which individual units are picked up from whole group not

deliberately but by some mechanical process.

Random sampling ensure low of statistical regularity which state that if on

an average sampling chosen is a random one, the sample will have same composition

characteristic as universe random sampling from a finite population refers to this method of

sample selection which gives each possible sample combination an equal probability of being

picked up & each item in entire population to have an equal chance of being included in

sample.

Sampling technique used- Random sampling from major areas like College road

Sharanpur road, Dwarka, Nasik road, Gangapur road


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6.4 DATA COLLECTION TECHNIQES

Sources of Data collection

The task of data collection begin after a research problem has been defined

& research design plan chalked out .while deciding about the method of data collection to be

used for the study ,the researcher should keep in mind two types of data viz primary &

secondary . The primary data are those which are collected a fresh and first time, & thus

happen to be original in character.

The secondary data, on the other hand, are those which have already been passed

through the statistical process. The researcher would have to decide which sort of data he

would be using (thus collecting) for the study & accordingly he will have to select one or the

other method of data collection. The method of collecting primary & secondary data differ

primary data are to be originally collected, while in case of secondary data nature of data

collection work is merely that of compilation.

Collection of Primary Data:-

There are several methods of collecting primary data, particularly in surveys

&descriptive researches. Important ones are: (i) observation method, (ii) interview method,

(iii) through questionnaires, (iv) through schedule, (v) other methods

For this particular study customers were needed to contact personally so researcher

decided to use following primary data collection tools

1) Structured questionnaire

2) Personal informal interviews

Questionnaire process

From basic aspect of measurements & meaning, we proceed to their

application in designing the instruments for seeking & recording data. Data may be obtained

by either observing or asking for them, & form are needed for field use n both observation &


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interviewing. All this media for communication with respondents personal, telephone& mail

relay data collection form known as questionnaires.

Steps for developing questionnaires:-1) determine specific data to be sort

2) determine interviewing process

3) evaluating question content

4) determine response format

5) determine wording in question

6) determine questionnaire structure

7) determine physical characteristics of form

8) pretest-> revise -> final draft

A questionnaire is a simple formalized schedule to obtain & record specified &

relevant information with tolerable accuracy & competitiveness. In other word it directs

the questioning process & promote clear & proper recording.

Collection of secondary data

Secondary data means data are already available that is they refers to data which have

already been collected & analyzed by someone else. When researcher utilizes secondary data,

then he has to look into various sources from where he can obtain them. In this case researcher

certainly not confronted with problems that are usually associated with collection of original

data. Secondary data may either be published data or unpublished data.

Various published data

Books

Report & publications of regulatory bodies of telecom sector e.g.

DOT, TRAI etc.


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6.5 Technique of data analysis

Researcher have decided to carry out my data collection and analysis on following details-

Customer satisfaction Parameters

Table no 5: customer satisfaction parameters

Tools for survey-

1. Structured questionnaire

2. Informal discussions

3. Personal visit

Data is collected mainly by questionnaire designed to avail the information on following

aspects of customers response about R-com services.

Customer loyalty

Query solving

Promotional activities

Speed and connectivity

Billing issues

Overall experience with R-com

1 Customer loyalty with R-com

2 Query solving by R-com

3 Promotional activities of R-com

4 Speed and connectivity provided


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After collection of data it was tabulated to know the frequencies of various responses

given by customers. By plotting the graphs and by computing percentage of the respondents

for various parameters discussed above conclusions are drawn and some suggestions based on

these conclusions are given to bridge the gap between customers expectations and companys

offerings.

6.6 Limitations of the field work

Time Duration: The time duration for conducting the research was very short; due to

this one could not do justice to the Market Survey.

Sample Size: The sample size does not cover maximum number of SME customers of

Nasik city. The sample size was restricted to certain number 80 customers.

Response from interviewer: Some of the respondents were hesitant to provide properinformation, or to entertain such person, activity.

City Coverage: The project is restricted to only few sample area coverage only

because of the less duration of the project

5 Billing issues

6 Overall experience with R-com


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CHAPTER NO 7

DATA ANALYSIS


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CHAPTER NO 7

DATA ANALYSYS

SUMMARY REPORT OF SME VISITS

(IN NASHIK ROAD, SHARANPUR ROAD, GANGAPUR ROAD, COLLEGE ROAD, DWARKA AREA)

DATA SAMPLE SIZE 80 EXISTING SME CUSTOMERS

Q 1) Since how long are you using R com broadband service ?

Table no 7.1: Bifercation based on period of usage

GRAPH NO 7.1 BIFERCATION OF RESPONDENTS ON PERIOD OF USAGE

Period of usage No of customers % To total customers

Less than one year 45 56.25%

One two years 31 38.75%

Two- three years 04 5%

More than three years 00 0%


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GRAPH NO 7.1.1 % TO TOTAL USERS ACOORDING TO USAGE PERIOD

Data analysis and Interpretation -

Customer loyalty with R-com is average as 38.75% customers are retained in second

year but in third year and onwards this % tends to lower down.

Company should try to improve % in third year and onwards.


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Q 2) How do you got to know about R com broadband service?

Table no 7.2 : Bifurcation on promotional basis

GRAPH NO 7.2 BIFERCATION ON PROMOTIONAL BASIS

MEDIUM NO OF CUSTOMERS % OF CUSTOMERS

Through sales force of R -com 37 46.25%

Friends 19 23.75%

Advertisements 06 07.50%

Local cable operator 18 22.50%


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GRAPH NO 7.2.1 % OF PROMOTIONAL ACTIVITIES IFFECTIVENESS

Interpretations

Sales force of company is observed to be effective as 46.25% customers have joined

R-com after promotional efforts of sales force.

Advertisements contribution in promotional activities is found to be very low i.e.

7.50%

Sales force and local cable operators can be utilized more effectively by promotional

activities like telecalling, arranging information camps, prom let distribution etc.

Q 3) Have you ever used any other service before using R-com service?

Table no 7.3: customers who used R-com before

Yes No

10 70

12% 88%


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GRAPH NO 7.3 CUSTOMERS WHO HAVE USED R-COM BEFORE

Q 4) How will you state your experience with R-com as compared to old service provider?

Table no 7.4: Satisfaction regarding old service provider

PARAMETER NO OF CUSTOMERS %

Better than previous service 1 10%

At par with previous service 4 40%

Poor than previous service 5 50%


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GRAPH NO 7.4 SATISFACTION COMPARED TO OLD SERVICE PROVIDER

Interpretations

50% customers are not satisfied with R- com as compared to their old service provider.

Service standard need to be increased to avoid brand switching from these customers.

QUERY SOLVING FACTOR

Q 5)In a month how many times you find query / technical problem in service?

Table no 7.5 : Frequency of technical problems faced


Never 02 02%

0-5 times 52 65%

5-10 times 26 33%

More than 10 times 00 00%


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GRAPH NO 7.5

FREQUENCY OF TECHNICAL PROBLEMS FACED BY R-COM CUSTOMERS

Interpretations

0-5 times frequency can be treated normally and is 65% which is satisfactory.

Efforts should be taken to reduce the no in 5-10 time segment which is considerable i.e.

33% through prompt query solving and technological up gradation.

Q 6) How much time is taken to solve the problem?


One day 02 02%

Two days 25 31%

Three says 45 56%

More than three days 08 10%

Table no 7.6: Time taken to solve a problem


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GRAPH NO 7.6 TIME TAKEN TO SOLVE A TCHNICHAL PROBLEM

Interpretations

Percentage of ideal time for query solving (one day) is very low i.e. 2% only. This time

needs to be followed strictly otherwise customer dissatisfaction might tend to increase

sharply.

Q 7) How will you state your satisfaction level with respect to problem solving by R-com?

Table 7.7 Satisfaction regarding problem solving


Totally satisfied 00 00%

Satisfied 08 10%

Average 53 66.25%

Not satisfied 19 23.75%

Extremely dissatisfied 00 00%


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GRAPH NO 7.7 SATISFACTION REGARDING PROBLEM SOLVING

GRAPH 7.7.1 % OF CUSTOMER SATISFIED WITH PROBLEM SOLVING BY R-COM


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Interpretations

Average and not satisfied customers form a large portion of total sample i.e. 90% whichwill increase customer dissatisfaction towards companys image so serious efforts are

required to improve problem solving procedures and timing.

BILLING FACTOR

Q 8) Do you get bills on time?


Yes 76 95%

No 04 05%

Table no7.8: Delivery of bills on time

GRAPH NO 7.8 DELIVERY OF BILLS ON TIME


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Q 9) Do you get sufficient time to pay the bills?

Table no 7.9 : sufficient time to pay bill.

GRAPH NO7.9 TIME PROVIDED TO PAY BILLS

Q 10) Are you satisfied with R- com billing system?

Table no 7.10: satisfaction regarding billing


Totally satisfied 00 00%

Satisfied 52 65%

Average 28 35%

Not satisfied 00 00%

Extremely dissatisfied 00 00%


Yes 77 96%

No 03 4%


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GRAPH NO7.10 SATISFACTION REGARDING BILLING SYSTEM OF R-COM

GRAPH NO7.10.1 % OF SATSFACTION REGARDING BILLING SYSTEM OF R-COM


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Interpretations

Billing system of R-com is found to be much efficient and prompt. Customers are satisfiedwith billing system.

Q 11) Are you satisfied with speed of broadband service provided?


Yes 70 87%

No 10 13%

Table no 7.11: Satisfaction regarding speed.

GRAPH NO 7.11. SATISFACTION REGARDING SPEED OF R-COM

Interpretations-

Customers are satisfied with speed provided.


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Q 12) Are you satisfied with connectivity of R com?

Table no 7.12: Satisfaction regarding connectivity.

GRAPH NO 7.12 SATISFACTION REGARDING CONNECTIVITY OF R-COM

Interpretations-

Customers are satisfied with connectivity aspect of R-com.


Yes 69 86%

No 11 14%


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Q 13) How would you rate your overall experience with R- com?

Table no 7.13 : Overall satisfaction with R-com

GRAPH NO 7.13 OVERALL SATISFACTION LEVEL OF CUSTOMERS WITH R-COM


Totally satisfactory 00 00%

Satisfactory 24 30%

Average 50 62.5%

Not satisfactory 06 07.5%

Totally dissatisfactory 00 00%


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GRAPH NO7.13.1 % OF OVERALL SATISFIED CUSTOMERS OF R-COM

Interpretations-

Overall satisfied customers with r-com are found to be 30% which needs to be increased.

Large portion of customers i.e. 62.5% rate overall R-com service as average. These

customers can be retained and converted to satisfied customers category by ensuring

prompt maintenance and technological advancement


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CHAPTER NO 8

OBSERVATION AND FINDINGS


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CHAPTER NO 8

OBSERVATION AND FINDINGS

The study reveals that, approximately 30% customers are satisfied with the Reliance

Communications and 62.55% feel R-com provides average service while 7.5%are not

satisfied. Among the unsatisfied customers, 64.28% face problem of not up to mark or

untimely query solving by R-com.

Loyalty of customers is found to be average. Customers were not retained after second

year onwards.

Promotional activities by R-com are satisfactory. However there is large scope forincreasing the potential customer reach by utilizing various mediums of advertising in

order to increase the market share substantially.

Most customers feel billing procedure, connectivity is satisfactory. There is proper co-

ordination between various billing channels.

Over-promising by the Sales team leads to higher expectations among the customers

and the promises regarding query solving are not fulfilled properly.

Reliance Communications has the best advantage of the brand name RELIANCE.

Overall customers are found to be averagely satisfied with overall experience with R-

com.


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CHAPTER NO 9

CONCLUSION


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CHAPTERNO 9CONCLUSION

Query solving is the main weak link in R-com service. The maintenance team is unable

to solve the queries on time. This creates a bad impression about the company in

customers mind.

R-com is not able to retain customers in long term perspective due to inability to give

proper after sales service.

Sales force is efficient and has good reach in market.

Customers are satisfied with the speed, billing procedures and connectivity of R-COM

due to solid technical base of R-com and proper co-ordination between billing channels

of R-COM.

Customers are not satisfied with R-com query solving team because promises

regarding query solving are not fulfilled.

Brand name RELIANCE can be used for advertising purpose.

Main area of concern seems to be dissatisfaction due to poor service after sales.


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CHAPTER NO 10

Suggestions/Recommendations


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CHAPTER NO 10

Suggestions/Recommendations

Customers require long time to get a complaint solved. This leads to irritation among

the customers. So care should be taken to reduce the query solving time by recruiting

more technologically sound, soft skill equipped technical staff and by making

necessary technological up gradations.

Productshould be made more customer need oriented i.e. specially catered package

according to customers usage.

Price factorcan be taken care of by designing new price packages for loyal customers,

customers paying bills on time should be encouraged by giving discounts and bonuses

to create goodwill for company. Particular areas like college road can be given special

discounts if they accept higher mbps packages this will help in price differentiation and

will help in gaining edge over competitors.

Place factoris ignored somewhat by R-com because in areas like Nasik road, jail road

service is poor and local cable operators are mostly trusted in these areas to expand the

business which has not paid off for company due to inability of cable operators in these

areas. Company should try to utilize sales force effectively in these areas and make

necessary technological changes to tap the potential in these areas.

Promotional activities need to be taken care more seriously to increase customer

awareness and to get benefit of high market acquisition by mouth publicity by

customers. For that advertising efforts should be more like print advertises, prom let

distribution, free information camps in city utilizing sales force, proper utilization of

local cable operators to promote the product more effectively.


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CHAPTER NO 11

REFERANCES


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REFERANCES

Books

Kotler, Philip (1999) Marketing Management Millennium Edition, Prentice Hall,

New York.

Kothari, C (2005) Research Methodology New age publisher, New Delhi.

Manual provided by Reliance Communications

Magazines Business Today and India Today

Websites:

www.auspi.in

www.business standard.com

www.dot.gov.in

www.rcom.co.in

www.relianceadagroup.com

www.symphonytech.com

www.trai.gov.in


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ANNEXURE

A) QUESTIONNAIRE FOR SME CUSTOMERS

1) Name of the firm / customer -

2) Address-

3) Contact number

4) From how much period are you using Reliance broadband service?

A) Less than 1 year ( ) b) 1- 2 years ( )

C) 2- 3 years ( ) d) More than 3 years ( )

5) How do you get to know about Reliance broadband service?

A) Through sales force of R-COM ( ) B) Friends ( )

C) Advertisement ( ) D) Local cable operator ( )

E) Other (please specify)

6) Have you ever used any other Broadband service before using Reliance broadband service?

A) Yes ( ) B)No ( )


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7) If yes please name the service provider.

8) How will you state your experience with Reliance communications as compared to old

service provider?

A) Better than previous service ( ) B) At par with previous service ( )

C) Poor than previous service ( )

9) Which of the following plan are you using currently?

A) Data transfer pay per MB (Limited plan) ( ) Plan details -

B) Flat fee plan (unlimited plan) ( ) Plan details

10) How many times in a month you find technical problem / query in service?

A) Never ( ) B) 0-5 times ( )

C) 5-10 times ( ) D) More than 10 times ( )

11) How much time is taken to solve a problem / query?

A) One day ( ) B) Two days ( )

C) Three days ( ) D) More than three days ( )


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12) How will you state your satisfaction level with respect to problem solving by Reliance

communication?

A) Totally satisfied ( ) B) Satisfied ( ) C) Average ( )

D) Not satisfied ( ) E) Extremely dissatisfied ( )

13) Do you receive bills on time?

A) Yes ( ) B) No ( )

14) Do you get sufficient time to pay the bills?

A) Yes ( ) B) No ( )

15) How satisfied are you with Reliance communication billing system?

A) Totally satisfied ( ) B) Satisfied ( ) C) Average ( )

D) Not satisfied ( ) E) Extremely dissatisfied ( )

16) Are you satisfied with speed of broadband service provided?

A) Yes ( ) B) No ( )


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17) If no please state your expectations

18) Is Reliance communications connectivity satisfying according to you?

A) Yes ( ) B) No ( )

19) If no please state your expectations

20) How would you rate your overall experience with Reliance communication?

A) Totally satisfactory ( ) B) Satisfactory ( ) C) Average ( )

D) Not satisfactory ( ) E) Extremely dissatisfactory ( )

21) Do you have any suggestions for Reliance communication?

Customer signature

Documents

Project Report Autosaved 2003