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ACKNOWLEDGEMENT I would like to take this opportunity to thank Mr. Imran Siddique who has be en guiding force for my Project Report on Customer Perception towards GSM services at Aligarh.

I am also very thankful to all of my teachers and friends for their support and encouragement in finding out the appropriate material for this Project Report, without their thankless support and efforts, making this report would have been impossible for me.

I am also thankful to Mr. Tushar Singh, Head of the Department, Aligarh College of Engineering and Technology for providing me the required facilities in the department.

Raksha Chaudhary MBA Final year

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PREFACE The successful completion of this project was a unique experience for me because by visiting many place and interacting various person ,I achieved a better knowledge about mobile services providers . The experience which I gained by doing this project was essential at this turning point of my career this project is being submitted which content detailed analysis of the research under taken by me. The research provides an opportunity to the student to devote his/her skills knowledge and competencies required during the technical session. The research is on the topic Customer Perception Towards GSM services providers (AIRTEL,VODAFONE & IDEA) at Aligarh.

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DECLARATION

I, Miss Raksha chaudhary , a student of

ALIGARH COLLEGE OF ENGINEERING &

TECHONOLOGY MANAGEMENT , hereby declare that the project titled Customer Perception Towards GSM services providers (AIRTEL,VODAFONE & IDEA) at Aligarh is an original work and has not been submitted to any other academic institution for award of any degree or diploma in full or part by me.

Raksha chaudhary MBA (Final year)

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TABLE OF CONTENT

SERIAL NO.

TOPICS

1234-

ACKNOWLEDGEMENT PREFACE DECLARATION INTRODUCTION 4.14.24.34.44.54.6TELECOMMUNICATION T.R.A.I TELECOM SECTOR IN INDIA CLASSIFICATION OF TELECOMMUNICATION SREVICES KEY PLAYERS IN INDIA COMPANIES IN TELECOM SECTOR 14 16 18 19 20 23 26 27 28

5-

INTRODUCTION TO CDMA 5.15.25.3MEANING OF CDMA HISTORY OF CDMA CDMA SEGMENT OVERVIEW

678-

MEANING OF GSM COMPARISON OF CDMA & GSM COMPANY PROFILE

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8.18.2910111213141516-

RELIANCE COMMUNICATION TATA INDICOM

29 45

RESEARCH METHODOLOGY DATA ANALYSIS FINDINGS SUGGESTIONS LIMITATIONS CONCLUSIONS BIBLIOGRAPHY QUESTIONNAIRE 84 86 88 78 80

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INTRODUCTION

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TELECOMMUNICATION

Telecommunication is one of the fastest growing service industries in the world. While the accent of growth is one the value added service, such as e-mail, cellular phones etc in the developed countries. This sector a crucial role in spurring growth, especially industrial and service, in any economy. Multinational companies are investing in developing countries because of huge latest demand. Telephone penetration has reached saturation levels in the developed world. Telecommunication historically has been a state initiated and controlled sector in all countries. The last two decades has witnessed a restricting of the entire sector across the globe, in terms of privatization and competition. Opening up of economics and privatization in the developing countries has triggered influx of foreign capital and technology. Telecom density is only 2 per 100, which is less than that of China (4.5 per 100) and the world average (10 per 100). Cellular penetration is also low at 0.1% compared to China (1.1%) and Malaysia (2%). To improve penetration will imply an investment of over Rs. 600 billion in next 5 years. The industry had received the Telecom Policy of 1994 with enthusiasm. It was hoped that this would usher in a new era in the telecom Sector. Unfortunately, delays in implementation and resulting confusion have derailed the same. The initial enthusiastic responses to building have given way to litigation and subsequent delays. Out of the 22 circles made available to the private sector for basic telecom service, only 2 are operational after 5 years. Despite all the delays, India has managed to take steps towards privatization and introduction of competition in basic telecom services. The government has announced a new telecom policy, which clarifies the future role of Department of Telecommunication. The new ISP policy will promote the
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use of internet. All this aims to promote investment in the telecom sector. The sector will undergo a dramatic transformation in the next 3-5 years. The building process was also adversely affected by Himachal futuristic which submitted bids of Rs. 850 Bn for 9 licenses leading in an impasse. The solution formulated by the policy makers to copies number of licenses per company ostensibly, to avoid competition also led to confusion. The bids were made on optimistic demand estimates, which have not yet materialized. This has resulted in most of the companies facing cash losses. Most of the Indian partners do not have the strength to withstand long genestations and selling has addressed this issue also. A number of MNCs set up joint ventures for manufacture of telecom equipment in the last 3 years. The capacity builds up outstripped demand from the service providers. Due to resource crunch, DOT (the dominant single buyer) delayed placing orders. This resulted in an adverse impact on the bottom-line. A shake out local players (including some PSUs) who are technologically not competitive is bound to happen. TRAI (TELECOM REGULATORY AUTHORITY OF INDIA) out to their foreign collaborators. The new telecom policy

The Telecom Regulatory Authority of India or TRAI (established 1997) is the independent regulator established by the Government of India to regulate the telecommunications business in India. The TRAI, which draws regulatory power from the TRAI Act of 1997 (Amended 2000), is responsible for: Notwithstanding anything contained in the Indian Telegraph Act,1885,the functions of the Authority shall be to(a) Make recommendations, on a request from the licensor, on the following matters, namely: (i) need and timing for introduction of new service provider;
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(ii) terms and conditions of license to a service provider; (iii) revocation of license for non-compliance of terms and conditions of license: (iv)measures to facilitate competition and promote efficiency in the operation of telecommunication services so as to facilitate growth in such services. (v) technological improvements in the services provided by the service providers. (vi) type of equipment to be used by the service providers after inspection of equipment used in the network. (vii)measures for the development of telecommunication technology and any other matter relatable to telecommunication industry in general; (viii) efficient management of available spectrum; (b) Discharge the following functions, namely:(i) ensure compliance of terms and conditions of license; (ii) notwithstanding anything contained in the terms and conditions of the license granted before the commencement of the Telecom Regulatory Authority (Amendment) Ordinance,2000, fix the terms and conditions of inter-connectivity between the service providers; (iii) ensure technical compatibility and effective inter-connection between different service providers. (iv) regulate arrangement amongst service providers of sharing their revenue derived from providing telecommunication services; (v) lay down the standards of quality of service to be provided by the service providers and ensure he quality of service and conduct the periodical survey of such service provided by the service providers so as to protect interest of the consumers of telecommunication services;

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(vi) lay down and ensure the time period for providing local and long distance circuits of telecommunication between different service providers; (vii) maintain register of interconnect agreements and of all such other matters as may be provided in the regulations; (viii) keep register maintained under clause (viii) open for inspection to any member of public on payment of such fee and compliance of such other requirement as may be provided in the regulations; (ix) ensure effective compliance of universal service obligations; TELECOM SECTOR IN INDIA More than 125 million telephone network is one of the largest communication networks in world, which continues to grow at a blistering pace. The rapid growth in the telecom sector can be attributed to the various pro-active and positive policy measures taken by the government as well as the dynamic and entrepreneurial spirit of the various telecom service providers both in private and public sector. The telecom sector has shown impressive growth during the past decade. Two striking features of this growth viz. increasing preference for mobile phones and higher contribution of private sector in the incremental growth have predominated the telecom sector. The share of mobile phones (including WLL mobile) has overtaken the share of landlines with 62% in the total number of phones. The private sector's contribution is also increasing rapidly. Currently more than 30 lakh phones are being added each month and it is targeted that by the end of 2008 the

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total number of phones may reach a level of 350 million taking the tele-density to more than 30% which is currently at 24.63%. Network Expansion: The total number of telephone subscribers has reached 281.62 million at the end of January 2008 as compared to 232.87 million in July 2007. The overall teledensity has increased to 23.63% in January 2008 as compared to 21.20% in August 2007. Wireless Service: The wireless segment saw a surge of 8.77 million subscribers last month compared to 8.17 million in December2007. This pushed the total wireless subscribers base to 242.40 million by Jan 31 2008. Wire line Subscribers: The wireline segment subscriber base stood at 39.73 million with a decrease of 0.16 million at the end of January 2008. Teledensity: The gross subscriber base reached 206.83 million at the end of March 2007. The teledensity is 24.63%at the end of January 2008 as compared to 18.31% at the end of March 2007, registering an increase of 6%. Increasing Role of Private Sector: The private sector has played a significant role in the growth of telecom sector. The share of private sector has risen to 85 per cent in December 2007 from 64.14 per cent in November 2006. Tariff Rebalancing Measures: There has been a dramatic fall in the tariffs due to increased competition. The minimum effective charges for local calls have fallen considerably in recent months especially for cellular service. The long distance domestic as well as international charges have also fallen considerably.

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Telecom Regulatory Authority of India (TRAI): TRAI was established under the Telecom Regulatory Authority of India Act, 1997 enacted on March 28, 1997. The goals and objectives of TRAI are focused towards providing a regulatory framework that facilitates achievement of the objectives of New Technology Policy (NTP) 1999. TRAI has endeavored to encourage greater corporation in the telecom sector together with better quality and affordable prices. 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, BSNL and Spice-Idea Cellular, while the 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. CLASSIFICATION OF TELECOMMUNICATION SERVICES 1. Basic services 2. Cellular services
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3. Internet Service Provider (ISP) CELLULAR SERVICE

There are five private service operators in each area, and an incumbent state operator. Almost 80% of the cellular subscriber base belongs to the pre-paid segment.

The DOT has allowed cellular companies to buy rivals within the same operating circle provided their combined market share did not exceed 67 per cent. Previously, they were only allowed to buy companies outside their circle.

Growth Drivers Opening up of international and domestic long distance telephony services are growth drivers in the industry. Cellular operators now get substantial revenue from these services, and compensate them for reduction in tariffs on air time, 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. THE KEY PLAYERS IN THE TELECOM MARKET IN INDIA Cellular Service provider: Airtel Vodafone BSNL Spice/Idea Reliance Tata indicom
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Aircel MTNL

mark

Subscribers Wireless subscribers crosses 200 million

Tele density reaches 21.20% India has become the second largest wireless

network given the exceptional growth in Mobile subscribers in India.

According to latest release by TRAI (Telecom Regulatory authority of India), the total wireless subscribers base stood at 261.09 million at the end of March 2008, compared to 255 million subscribers in U.S. A total of 10.16 million wireless subscribers have been added in the month of March 2008 as against 8.53 million wireless subscribers added in the month of February 2008. Another landmark that March saw was reaching a total telephone connections to 300 million (wireline+wireless). The overall tele-density is pegged at 26.22% at the end of March 2008 as against 25.31% in February 2008. The total number of telephone subscribers has reached 241.02 million at the end of August 2007 as compared to 232.87 million in July 2007. The overall teledensity has increased to 21.20% in August 2007 as compared to 20.52% in July 2007.

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In the wireless segment, 8.31 million subscribers have been added in August 2007 while 8.06 million subscribers were added in July 2007. The total wireless subscribers (GSM, CDMA & WLL (F)) base reaches 201.29 million at the end of August 2007

TELECOMMUNICATIONN SECTOR

Fixed Service Provider

Cellular Services

BSNL

MTNL

GSM

CDMA

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Companies in Telecom Sector

Aircel Airtel Bsnl Idea Reliance Tata Indicom Virgin Mobile

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M ar k et Shar e of Wi

1.35% 4.06%

1.61%

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9.19%

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Introduction To GSM
(Global System for Mobile)

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Meaning of G.S.M (Global System for Mobile) The Global System for Mobile Communications (GSM: originally from Grouped Special Mobile) is the most popular standard for mobile phones in the world. GSM service is used by over 2 billion people across more than 212 countries and territories.[1][2] the ubiquity of the GSM standard makes international roaming very common between mobile phone operators, enabling subscribers to use their phones in many parts of the world. GSM differs significantly from its predecessors in that both signaling and speech channels are Digital call quality, which means that it is considered a second generation (2G) mobile phone system. This fact has also meant that data communication was built into the system from the 3rd Generation Partnership Project (3GPP).

History of GSM The development and success of GSM has been an outstanding example of international enterprises in action. Below you will find a brief history of GSM, describing how it all comes about and how the Association was born, has grown and evolved. We also include the many people who contribute to the associations tremendous growth and highlight the major achievements and milestones along the way. This history is complete from 1987 through 1997, a further update will be available in due courses. The ultimate out come of the battle for dominance between these two competing cellular data transmission technologies may lie more in their history then their respective merits ton understands
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the current prevalence of GSM, one need of a foundation in the forces that converged to push one technology ahead of their other. One of the most contentions battles being waged in the wireless infrastructure industry is the debate over the efficient use and allocation of finite airwaves. For several year, the words two methods Code Division Multiple Access (CDMA) and Global System for Mobile Communications (GSM) have divided the wireless world into opposing camps Ultimately, the emergence of a CDMA is relatively new, and the network is not as mature as GSM. CDMA cannot offer antinational roaming, a large GSM advantage.

The Euro-Asian alternative: GSM Analyst consider Qualcomms major competitive disadvantage to be its lack of access to the European market now controlled by global system for mobile communications (GSM). The wireless world is now divided into GSM ( much of western Europe ) and CDMA ( north America and parts of Asia ). Bad timings may have prevented the evolution of one, single global wireless standard. Just two years before CDMAs 1995 introduction in Hong Kong, European carriers and manufacturers chose to support the first available digital technology Time division multiple access (TDMA). GSM uses TDMA as its core technology. Therefore, since the majority of wireless users are in Europe and Asia, GSM has taken the worldwide lead as the technology of choice. Mobile handset manufacturers ultimately split into two camps, as Motorola, lucent and Nextel chose CDMA, and Nokia and Ericsson eventually pushed these companies out and dominant GSM players.
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Advantages of GSM: GSM is already used worldwide with over 450 million subscribers. International roaming permits subscribers to use one phone throughout Western Europe. CDMA will work in Asia, but not France, Germany, the U.K. and other popular European destinations. GSM is mature, having started in the mid-80s. This maturity means a more stable network with robust features. CDMA is still building its network. GSMs maturity means engineers cut their teeth on the technology, creating an unconscious preference. The availability of subscriber identity modules, which are smart card that provide secure data encryption give GSM m-commerce advantages. GLOBAL SYSTEM FOR MOBILE (GSM) TELEPHONY SOME SALIENT FEATURES: GSM has the highest cellular mobile subscriber base, worldwide (76%) crossed one billion in Feb. 2004. one billion of the worlds 1.5 billion of mobile phones are of the GSM system (fixed phones world-wide are 1.2 billion). GSM services are available in 206 countries with a total of 616 GSM networks. In India, we have 73 GSM networks in 2000 stations with 26-million subscriber base (by 2005, total mobile connections are likely to exceed total fixed line connections in India). A total of 360 billion short message services (SMS) messages were sent through GSM networks in the year 2002.
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Advantages of GSM

GSM is mature; this maturity means a more stable network with robust features.

Less signal deterioration inside buildings.

Ability to use repeaters.

Talktime is generally higher in GSM phones due to the pulse nature of transmission.

The availability of Subscriber Identity Modules allows users to switch networks and handsets at will.

GSM covers virtually all parts of the world so international roaming is not a problem.

The much bigger number of subscribers globally creates a better network effect for GSM handset makers, carriers and end users.

Tools for unlocking GSM phones are widely available. Meaning it is easier to keep the same phone and go with another carrier using the same technology.

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GSM Overall Efficiency

For Subscriber

For operators

Low cost Entry Handset Wide Choice and availability of handset Internal Roaming Easy Subscription

Economies of scale due to dominant market share in India Choice of multiple vendors Capex optimization Lower subscriber acquisition cost Seamless interoperability

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GSM Growth In India

The subscriber growth saw a phenomenal increase from 2002 onwards. This was Mainly due to lowered call tariffs and full-scale implementation of SMS services all over India. December 2002, where India touched the 10 million mark could be Defined as a milestone for Indian wireless industry.

Subscriber growth continued from 2002-03 and there were close to 22 million Subscribers as of December 2003.

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Two main elements for this phenomenal growth are 1. Lowered call tariffs & 2. Free incoming calls Consumers who were once reluctant to subscribe to mobile subscriptions founded feasible and convenient to avail as now there was hardly any difference between the monthly bills compared to fixed line, and mobility was definitely a crucial element.

The above phenomena in India is taking shape because of the presence of huge Middle class population. On an estimate there are some 300 to 350 million people belonging to this group in India. Unlike a car or a television set (where one is enough in the family) with the lowered call tariffs it became possible even for family members to own a mobile phone each.

Meaning of C.D.M.A (Code division multiple access)

Code division multiple access (CDMA) is a form of multiplexing and a method of multiple access that divides up a radio channel not by time, nor by frequency (as in frequency-division multiple access), but instead by using different pseudo-random code sequences for each user. CDMA is a form of "spread-spectrum" signaling, since the modulated coded signal has a much higher bandwidth than the data being communicated.
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CDMA also refers to digital cellular telephony systems that make use of this multiple access scheme, such as those pioneered by Qualcomm, and W-CDMA by the International Telecommunication Union or ITU. CDMA has been used in many communications and navigation systems, including the Global Positioning System and in the OmniTRACS satellite system for transportation logistics.

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Comparison: Properties Method of multiple Access Interference/Voice Clarity Security Availability Deployment and operational cost Hand over Noise Immunity Transmission power Data Transfer speed Latest Technology GSM SDMA FDMA TDMA More Interference because of frequency sharing. So lesser clarity. Lesser secure Available in most of countries. So better coverage. More SDMA CDMA Less Interference. This result in better voice clarity More secure transmission because of code word used. Limited coverage. Lesser because of fewer cell site CDMA

Hard and soft handover both are Soft handover, resulting in possible but usually call is lost. better call handling while mobile is moving Lesser Immune More Immune Require more power Require lesser power Lesser in comparison to CDMA Better speed EDGE having potential of WCDMA providing better transfer speed than earlier CDMA but has comparable speed to WCDMA

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COMPANY PROFILE

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AIRTEL

Type Founded Headquarters Key people Industry Products Revenue Slogan Website

Public, Listed on BSE 1985 New Delhi, India Sunil Mittal Telecom Mobile and Fixed-Line Telecommunication operator $6 Billion Express Yourself www.airtel.in

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest cellular service provider with more than 75 million subscribers as of August 2008.It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Mittal. The company also provides telephone services and Internet access over DSL
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in 14 circles. The company complements its mobile, broadband & telephone services with national and international long distance services. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and exporter of world class telecom terminals under its 'Beetel' brand, Bharti has created a significant position for itself in the global telecommunications sector. Bharti Airtel Limited is today acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has over 24 million customers across the length and breadth of India. While a joint venture with TeleTech Inc., USA marked Bhartis successful foray into the Customer Management Services business, Bharti Enterprises dynamic diversification has continued with the company venturing into telecom software development. Recently, Bharti has successfully launched an international venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA. Companies of Airtel A brief introduction to each of its companies is given below: 1. Bharti Airtel Ltd Bharti Airtel Ltd is India's leading provider of telecommunications services. The company has 4 distinct Business divisions - Mobile & telephone services, broadband services, long distance services and enterprise services.
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2. Bharti TeleTech Ltd Bharti TeleTech Ltd manufactures and exports world-class telecom equipment under the brand 'Beetel' 3. Telecom Seychelles Ltd Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand 'Airtel' 4. Bharti Telesoft Ltd Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and services to telecom carriers. 5. TeleTech Services (India) Ltd TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a range of Customer Management Services. 6. FieldFresh Foods Pvt Ltd FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA.

Airtel is a brand of telecommunication services in India operated by Bharti Airtel. Airtel is the largest cellular service provider in India in terms of number of subscribers. Bharti Airtel owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (Fixed line, Internet Connectivity(DSL) and Leased Line), Long Distance Services and Enterprise Services (Telecommunications Consulting for corporates). It has presence in all 23 circles of the country and covers 71% of the current population.

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Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. In March 2008, Bharti Airtel will roll out third generation services in Sri Lanka in association with HYPERLINK "http://en.wikipedia.org/wiki/Singtel" \o "Singtel" Singtel. This is because Singaporebased Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is a major player in the 3G space as it has already third generation networks in several markets across Asia The Company Bharti Airtel is in India the biggest integrated and also the 1 st telephone service provider in the private sector, which has footprint in around 23 telecom circles. Bharti Airtel Limited has been since its very beginning using the latest technology and thus the company has paved the way for the telecom sector in India with its world-class services and products. This has helped Bharti Airtel Company to grow for the number of its customers has increased very rapidly over the years. The company has around 5o million customers in 2007 and its market share of mobile subscribers in India is at 23.4%. The company Bharti Airtel Limited's total revenue amounted to Rs.12, 242 crore in 2006- 2007 and the net profit stood at Rs.3, 126 crore. The Company Bharti Airtel is divided into 3 business units that are:

Broadband & Telephone (B&T) services Enterprise services Mobile services

Among the various services that the Bharti Airtel Limited Company provides to its customers, the services of broadband and telephone (B&T) are 1 of them. The company provides broadband

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Internet services of high speed for it has the best network in India. The company Bharti Airtel also provides telephone services in around 94 cities of the country and this helps the people to stay connected with one another. The company plans to expand its broadband and telephone services by providing IPTV services and DTH operations. Further Bharti Airtel provides enterprise services to its customers. The services of enterprise provide telecom end-to-end solutions to customers who belong to the corporate sector and also long distance services to international and national carriers. The company Bharti Airtel has more than 35,016 kilometers of optic fiber, a submarine landing station, and is also a member of South East AsiaMiddle East- Western Europe- 4. All this has helped the company to provide the best enterprise services to its customers. The company Bharti Airtel Limited plans to expand its enterprise services so that it can achieve the status of a global carrier within a period of 2- 3 years.

Awards and Recognition Wireless service provider of the year 2005 at the Frost and Sulivan Asia-Pacific ICT awards Competitive service provider of the year 2005 at the Frost and Sulivan Asia-Pacific ICT awards Bharti Airtel added the highest ever net addition of 5.3 million customers in a single quarter (Q4-FY0607) and also the highest ever net addition of 18 million total subscribers in 2006-07 The company will invest up to $3.5 billion this fiscal (07-08) in network expansion. It has an installed base of 40,000 cellsites and 59% population coverage After the proposed network expansion, an additional 30,000 towers will result in the company achieving 70% population coverage
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Bharti has over 39 million users as on March 31, 2007 It has set a target of 125 million subscribers by 2010 Prepaid customers account for 88.5% of Bhartis total subscriber base, an increase from 82.7% a year ago ARPU has dropped to Rs 406 Non-voice revenues, (SMS, voice mail, call management, hello tunes and Airtel Live) constituted 10% of total revenues during Q4, lower than 10.7% in the Q4 of the previous year Blended monthly minutes of usage per customer in Q4 was at 475 minutes Has completed 100% verification of its subscribers and in the process disconnected three lakh subscribers Market News Market Capitalisation Approx. Rs. 1,670 billion Closing BSE share price = Rs. 880.75 Sales : Profits : Assets : 02.62 Billion $ 00.46 Billion $ 04.46 Billion $

Market Value : 41 Billion $ On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTel for US $1.6 billion; and purchased a controlling stake in rival Hutchison Essar.

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VODAFONE

Founded Headquarters

1983 as Racal Telecom, independent 1991 Newbury, England, UK Arun Sarin, CEO Sir John Bond, Chairman John Buchanan, Deputy Chairman Andy Halford, CFO Mobile telecommunications Mobile networks, Telecom services, Etc. 31.104 billion GBP (2007) -1.564 billion GBP (2007) Make the most of now (in many countries, their previous slogan, How are you?, is still used)

Key people

Industry Products Revenue Net income Slogan Website

www.vodafone.com

Vodafone is a mobile network operator headquartered in Newbury, Berkshire, England, UK. It is the largest mobile telecommunications network company in the world by turnover and has a market value of about 100 billion (December 2007). Vodafone currently has equity interests in 25 countries and Partner Networks (networks in which it has no equity stake) in a further 39 countries. The name Vodafone comes from Voice data fone, chosen by the company to "reflect the provision of voice and data services over mobile phones."
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At 31 January 2007 Vodafone had 200 million proportionate customers in 25 markets across 5 continents. ("Proportionate customers" means, for example, that if Vodafone has a 30% stake in a business with a million customers, that is counted as 300,000). On this measure it is the second largest mobile telecom group in the world behind China Mobile. The eight markets where it has more than ten million proportionate customers are the United Kingdom, Germany, India, Italy, Spain, Turkey, Egypt and the United States. In the U.S., these customers come via its minority stake in Verizon Wireless, and in the other seven markets Vodafone has majority-controlled subsidiaries. On 30 May 2006, the company announced a loss before tax of 14.9 billion for 2005, the biggest loss in British corporate history. The loss for the year from continuing operations was 17.2 billion and the bottom line loss for the financial year was 21.8 billion. The company was pushed into loss by impairment charges of 23.5 billion, which related to the acquisition of Mannesmann several years earlier, and losses of 4.6 billion in relation to its discontinued business in Japan. At an operating level it remained highly profitable, with an operating profit on continuing operations of 9.4 billion before impairment costs. Vodafones original logo was used until the introduction of the speech mark logo in 1998. In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK cellular telephone network licenses. The network, known as Racal Vodafone was 80% owned by Racal, with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. Vodafone was launched on 1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB110 million.

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In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company. The flotation valued Racal Telecom at GB1.7 billion. On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group. In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for 30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for 77 million, a 181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar move the company acquired the 80% of Astec Communications that it did not own, a service provider with 21 stores. In 1997 Vodafone introduced its Speechmark logo, as it is a quotation mark in a circle; the O's in the Vodafone logotype are opening and closing quotation marks, suggesting conversation. On 29 June 1999 Vodafone completed its purchase of AirTouch Communications, Inc. and changed its name to Vodafone airtouch plc. Trading of the new company commenced on 30 June 1999. To approve the merger, Vodafone sold its 17.2% stake in E-Plus Mobilefunk. The acquisition gave Vodafone a 35% share of Mannesmann, owner of the largest German mobile network. On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those of Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April 2000. In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was rejected. Vodafones interest in Mannesmann had been increased by the latter's purchase of Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's agreement" not to compete in each other's home territory. The hostile takeover provoked strong protest in Germany and a "titanic struggle" which saw Mannesmann resists Vodafones efforts. However on 3 February 2000 the Mannesmann board agreed to an increased offer of 112bn, then

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the largest corporate merger ever. The EU approved the merger in April 2000. The conglomerate was subsequently broken up and all manufacturing related operations sold off. Hutch Becomes Vodafone In one of the biggest brand transition exercises in recent times, Hutch, Indias fourth-largest mobile service provider will be renamed Vodafone. Vodafone is spending somewhere in the region of Rs 250 crore on this high-profile transition. Vodafone has acquired 67 per cent in Hutchison Essar from Hong Kong-based Hutchison Whampoa, and completed the acquisition of Hutchison Essar in May 2007. The brand change that will touch 3.5 crore customers and four lakh shops and employees will be executed through a media blitz and the pug, which had become famous with its network advertisement, will remain. ''This marks a significant chapter in the evolution of Vodafone as a dynamic and ever-growing brand. The brand change over the next few weeks will be unveiled nationally through a high profile campaign covering all important media,'' a news agency quoted the company statement as saying. Leading broadcaster Star India has entered into an exclusive deal with Vodafone Essar for the latter's re-branding campaign to Vodafone from Hutch. Financial Results From its 31 March 2006 year end onwards Vodafone will report its results in accordance with International Financial Reporting Standards (IFRS). It has issued results amended to IFRS standards for its 31 March 2004 and 31 March 2005 year ends for information purposes, and these are shown in the first table below. Vodafone has some large minority stakes, which are not included in its consolidated turnover. In order to provide additional information on the overall scale and growth trends of its business it
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publishes "proportionate turnover" figures and these are included in the tables below. For example, if a business in which it owns a 45% stake has turnover of 10 billion that equals 4.5 billion of proportionate turnover for Vodafone. Proportionate turnover is not an official accounting measure and Vodafones proportionate turnover should be compared with other companies' statutory turnover. Vodafone also produces proportionate customer number figures on a similar basis, eg. if an operator in which it has a 30% stake has 10 million customers that equals 3 million proportionate Vodafone customers. This is a common practice in the mobile telecommunications industry Losses for year to 31 March 2006 reflect write downs of assets, principally in relation to the Mannesmann acquisition. Proportionate turnover includes 7,100 million from discontinued operations. Growth of Hutchison Essar (1992-2005): In 1992 Hutchison Whampoa and its Indian business partner established a company that in 1994 was awarded a licence to provide mobile telecommunications services in Mumbai (formerly Bombay) and launched commercial service as Hutchison Max in November 1995. Analjit Singh of Max still holds 12% in company. By the time of Hutchison Telecom's Initial Public Offering in 2004, Hutchison Whampoa had acquired interests in six mobile telecommunications operators providing service in 13 of India's 23 licence areas and following the completion of the acquisition of BPL that number increased to 16. In 2006, it announced the acquisition of a company that held licence applications for the seven remaining licence areas.

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In a country growing as fast as India, a strategic and well managed business plan is critical to success. Initially, the company grew its business in the largest wireless markets in India - in cities like Mumbai, Delhi and Kolkata. In these densely populated urban areas it was able to establish a robust network, well known brand and large distribution network -all vital to long-term success in India. Then it also targeted business users and high-end post-paid customers which helped Hutchison Essar to consistently generate a higher Average Revenue Per User ("ARPU") than its competitors. By adopting this focused growth plan, it was able to establish leading positions in India's largest markets providing the resources to expand its footprint nationwide. In February 2007, Hutchison Telecom announced that it had entered into a binding agreement with a subsidiary of Vodafone Group Plc to sell its 67% direct and indirect equity and loan interests in Hutchison Essar Limited for a total cash consideration (before costs, expenses and interests) of approximately US$11.1 billion or HK$87 billion. 1992: Hutchison Whampoa and Max Group established Hutchison Max 2000: Acquisition of Delhi operations Entered Calcutta and Gujarat markets through ESSAR acquisition 2001: Won auction for licences to operate GSM services in Karnataka, Andhra Pradesh and Chennai 2003: Acquired AirCel Digilink (ADIL - Essar Subsidiary) which operated in Rajastan, Uttar Pradesh East and Haryana telecom circles and renamed it under Hutch brand 2004: Launched in three additional telecom circles of India namely 'Punjab', 'Uttar Pradesh West' and 'West Bengal'

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2005: Acquired BPL, another mobile service provider in India 2008: Vodafone acquired Dishnet Wireless, a service provider in Orissa and has successfully launched its services in the following circle. 2008: Vodafone launched the Apple iPhone 3G to be used on its 17 circle 2G network. Hutch was often praised for its award winning advertisements which all follow a clean, minimalist look. A recurrent theme is that its message Hello stands out visibly though it uses only white letters on red background. Another recent successful ad campaign in 2003 featured a pug named Cheeka following a boy around in unlikely places, with the tagline, Wherever you go, our network follows. The simple yet powerful advertisement campaigns won it many admirers.

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SPICE/IDEA

Spice: Public, Listed on BSE Type Idea: Subsidiary Spice: 1997 Founded Idea: 1995 Spice: Mohali, India Headquarters Idea: Indore, Delhi, Pune, India Spice: Dilip Modi Key people Idea: Chairman: Kumar Mangalam Birla ; MD: Sanjeev Aga Industry Products Revenue cellulars-revenue479-/394751 Spice: Spice Hai toh life hai (If there's Spice then there's Slogan Life.) Idea: An !dea can change your life. Website Spice: Spice Telecom ; Idea: www.ideacellular.com Telecom Mobile operator http://www.moneycontrol.com/india/news/business/idea-

Introduction to Spice One of the service providers of mobile telephony in India Spice Telecom, is the brand name of Spice Communications Limited.Spice Telecom is presently operating in the states of Punjab and Karnataka

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i.e. in 2 circles of 23 Telecom Circles of India. Spice Communications Limited has been promoted by Dilip Modi of Modi Wellvest Private Limited . 40.80% of the company is owned by Modi Wellvest; Modi is promoted by Mr. Dilip Modi and Super Infosys. Telekom Malaysia Berhad (TM) owns 39.20% through TMI India Limited, Mauritius. TMI India Limited is a wholly owned subsidiary of TM's international investment holding company TM International Sdn Bhd (TMI). Spice Telecom is a flagship company of MCorp Global (www.mcorpglobal.com) a cellular mobile telephone services provider in India. Introduction to Idea IDEA Cellular is a publicly listed company, having listed on the Bombay Stock Exchange (BSE and the National Stock Exchange (NSE) in March 2007. Idea Cellular is a leading GSM mobile service operator with pan India licenses. With a customer base of over 36 million in 15 service areas, operations are soon expected to start in Orissa and Tamil Nadu-the first steps in providing pan India services covering over 90% of India's telephony potential. A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering the most customer friendly and competitive Pre Paid offerings, for the first time in India in an increasingly segmented market. Customer Service and Innovation are the drivers of this Cellular Brand. A brand known for many firsts, Idea was the first to launch GPRS and EDGE in the country. Idea has received international recognition for its path-breaking innovations when it won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years.
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IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational corporation. The group operates in 25 countries, and is anchored by over 100,000 employees belonging to 25 nationalities. The Group has been adjudged 'The Best Employer in India and among the Top 20 in Asia' by the Hewitt-Economic Times and Wall Street Journal Study 2007. Idea acquires Spice Telecom Idea Cellular, an Aditya Birla Group company, along with Telecom Malaysia International (TMI) announced the acquisition of 40.8 per cent stake in Spice Communications Limited (Spice) at a price of Rs. 77.30 per share. TMI is an emerging leader in Asian telecommunications with over 44 million subscribers and a presence in 10 countries. The operational synergies emerging out of this merger would augur well for both the telecom players.

The acquisition of Spice gives Idea the much needed headway in Punjab and Karnataka states that account for more than 10 per cent of Indias wireless subscribers. The entire process of the merger between both the companies would take six to eight months to complete. Post merger, Idea is looking at a pan-India presence. The deal also gives Idea the opportunity to leverage. Idea Cellular, the leading GSM mobile services operator has licenses to operate in all 22 service areas of India with commercial operations in 11 service areas. With a customer base of over 26 million, it runs operations in Delhi, Himachal Pradesh, Rajasthan, Haryana, Uttar Pradesh (East), Uttar Pradesh (West) & Uttaranchal, Madhya Pradesh & Chattisgarh, Gujarat, Maharashtra & Goa,

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Andhra Pradesh, and Kerala, holds spectrum for Mumbai, Bihar, Orissa, Tamil Nadu (including Chennai), and Karnataka, and licenses for the remaining six service areas. With the planned launch of services in Mumbai, Bihar and Jharkhand, Orissa and Tamil Nadu (including Chennai) towards the end of the calendar year, Idea's footprint will soon cover approximately 90 per cent of India's telephony potential. Idea has acquired Spice Telecom and the deal consists of 4 transactions:

Idea will acquire the Modis 40.8% stake in Spice (for Rs 2,720 crore). Idea will launch the mandatory 20% open offer for the Spice shareholders, jointly with Telecom Malaysia International (TMI).

Idea will merge Spice with itself and offer a 14.99% stake to TMI through a preferential allotment.

The Idea-TM combine will launch the open offer at Rs 77.30 jointly with TMI, which now holds 39.2%in Spice

The official brand name has been changed from Spice to Idea in these circles w.e.f. 19th December 2008.

LITERATURE REVIEW Previous research in British telecom industry has often quoted price, quality, and service as the main factors considered in the purchasing decision of buyers from competing suppliers (Financial Times, 1966; Buckner, 1967; McBeth et al., 1972). In this research, an effort is made to simplify the part
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of service as a competitive strategy by using a variety of forces which drives an industry in the direction of competition based on the support from some sources suggesting that the service scope is now essential for every business. What business strategy is all about is, in a word, competitive advantage The sole purpose of strategic planning is to enable a company to gain, as efficiently as possible, a sustainable edge over its competitors. Corporate strategy thus applies an attempt to alter a companys strength relative to that of its competitors in the most efficient way. For decades, companies relied on push marketing to sell their products and services. Then in the 1990s, the emphasis shifted to relationship marketing, as customer care and slogans like delight your customers became the mantra of many marketers. But those tactics have been loosing their effectiveness, innovative companies are now trying a different approach: they are providing customer with open, honest, and complete information (Glen L. Urban, 1984). To exist and flourish in the todays competitive market a company needs to have a basis of competitive advantage. The search for and nourishment of such advantage may be found in superior products that customer value, by effective cost or differentiation strategies or financial aptitude Customer satisfaction and service quality should be entrenched within the chapter principles of a business. This value enables an organisation to distribute the services to the client in a strategic and an incorporated approach, and in a sustainable manner. Over the past decade, the nation has moved into a service economy, and organizations everywhere are becoming customer focused and customer driven. However since customer satisfaction has become a significant determinant as an element of assessing an organization performance. It was first found in Sweden in 1992, with the establishment

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of the Swedish customer satisfaction index. Other developments have taken place in Germany, USA, UK, and gradually world wide awareness has been shown. Customer service is a gradually becoming more and more significant focuses for administration attention, since it generates wealth for the company by adding together at the same time value for the customers (Christopher, 1992; LaLonde et al., 1994). Firms are now aware of the need to preserve their existing customer and to create customer loyalty but first there is a need to make a clear terminology. Customer may be loyal because of the absence of substitutes, or due to of some incentives but, given real and more numerous competitive alternatives; loyal customers are best achieving by delivering customer satisfaction. Customer satisfaction can be measured but it is not a management activity. Rather, it is a measure of customer awareness to marketing stimuli in a known competitive environment. Customer service can be defined as a seller-initiated attempt which has value for the buyers, therefore growing customer satisfaction and encouraging patronage and loyalty. This definition has been reflected in the literature as customer service has changed from an action to a procedure and business beliefs (Bill Donaldson, 1995). In most businesses, some firms are more profitable than others, in spite of whether the standard productivity of the industry is high or low. These distinctive expertise and assets (resources) are referred to as source of competitive advantage. Competitive advantage results either from applying a value-creating strategy not at the same time being applied by any present or prospective competitors (Barney, 1996; Barney et al., 1997) or through better implementation of the similar strategy as of competitors. Sustainability is accomplish when the advantage resists erosion by competitor behavior .A competitive advantage can come into effect either from presenting greater value or ``out-executing major competitors .A competitive advantage is constantly achieved when other firms are unable to copy the benefits of this strategy. Because of its significance to the long lasting

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success of firms, this body of literature has come out, which concentrates on the content of sustainable competitive advantage as well as its sources and different types of approaches that may be used to attain it. In other words, the skills and resources underlying a businesss competitive advantage must oppose duplication by other companies to discuss the precise mixture of skills and resources, which are exclusive to service industries. For instance, they suggest that the greater the difficulty of assets needed to market a service; the greater is the significance of novelty as a basis of competitive advantage will turn out to be. They also suggests that the brand equity turn out to be a significant source of competitive advantage in service industries as the level of service offered becomes more intangible and when customers have a great need to conquer the perceptions of risk. Intangible resources may certainly appropriate than tangible ones to attain a sustainable competitive advantage. Given that the accomplishment of sustainable competitive advantage is based on an external focus, it is appealing to note that those intangible possessions that are external to the company may add the most to value creation and consequently sustainable competitive advantage. The various mobile service industries are trying to attain greater customer satisfaction by focusing on the quality of their products and services supplied. Maintaining a uniform level of customer satisfaction is not easy task, it involves observing and calculating multiple, as well as simultaneous moment of truth for each and every consumer. Figure illustrates all the key elements which influence customer satisfaction in an organization. Now a days Researchers and practitioners has given a significant amount of attention to the service quality in an organization It has been defined as a type of an approach, associated but not corresponding to satisfaction. This results from the evaluation of probable service levels with perceived performance (Parasuraman et al., 1998; Bolton and Drew, 1998; Cronin and Taylor, 1998). In short, customers enter a consumption experience expecting a positive level of service.

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Throughout that consumption experience, they monitor genuine service performance.

The

customers subjective assessment of how well (or badly) that actual performance compares to probable performance results in the perceived service quality. There is substantial proof that service quality works as an antecedent to customer satisfaction. In addition, it should be noted that the high levels of consumer satisfaction leads to better consumer loyalty. According to Parasuraman outstanding service is a lucrative strategy, as it results in additional new customers, smaller amount lost customers, more trade with existing one, smaller number mistakes requiring the re-performance of services and more insulation from price competition. Profit impact of market strategy (PIMS) research has pointed out that the companies that present better-quality of service are able to charge 8 per cent more for their services, while attaining higher than normal market share growth and profitability. Therefore, offering better-quality service can help the companies to become more cost-effective and helped them to sustain a competitive advantage in their supplied markets. However, prior to service up gradation programs are introduced, present service quality levels needs to be dealt with (Berry, 1999). These judgments should identify the strengths and weaknesses of the service quality at present being delivered. Furthermore, approaches concerning how to distinguish through enhanced service quality that is to achieve a competitive advantage, involves evaluating quality assessments to those of competitors, (Berry and Parasuraman, 1999). Such a contrast offers a strategic lens by helping to create priorities for the improvement of the service quality as well as categorizing which service quality attribute to highlight in distinguishing the companys service offer. In todays competitive environment, the search of service quality is now considered to be an essential business strategy. Nowadays, contributing a better-quality product is no longer satisfactory, as companies in the new era compete

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on a much broader platform. An outstanding product is no longer the ticket to global market supremacy, but merely the entrance fee to compete. Quality of service in a cellular industry market is likely to become especially prevalent as the global economy becomes increasingly service oriented with competition well established. When competition exists, customer can set aside old loyalties and choose the service provider which best serves their need. Potential and actual competitiors will have a vital interest in identifying areas of quality where there is potential to gain or sustain competitive advantage and subsequently set their quality levels and prices accordingly. In this competitive environment, it will be essential to ensure that each customer is getting value for money. The concept of value has already been identified as being a major factor in determining customers purchasing preferences, and a major component of value is quality. Customers are also beginning to realize that they have a major role to playing setting quality levels within the cellular industry and also in determining what new services should be introduced. Customers are beginning to come together to form an organization and thus increasing the volume and power of their voice within the industry.

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RESEARCH METHODOLOGY

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JUSTIFICATION FOR CHOOSING THE TOPIC

The topic which is being choosen by me is Customer Perception Towards GSM services providers (AIRTEL, IDEA & VODAFONE) at Aligarh. As we are well aware that today , the mobile phones have become very common and it is used by every one &it is fastest growing technology in the world. Mainly three companies , AIRTEL, IDEA & VODAFONE are involved in this business. So with the help of this study I want to know about the perception of customer that GSM services used by them and how much liked and prefer by them and what more changes they wants in these services.

Objectives

The subject matter for this research Project is to study the customer perception towards the GSM service providers. This project consists of different objectives. They are as follows:

To know about the customer perception level associated with different mobile service providers.
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To find out the customer satisfaction towards the various service providers. To know which advertisement media puts more impact on the buying decision of students.

RESEARCH METHODOLOGY

Research Methodology refers to search of knowledge .one can also define research methodology as a scientific and systematic search for required information on a specific topic.

The word research methodology comes from the word advance learner s dictionary meaning of research as a careful investigation or inquiry especially through research for new facts in my branch of knowledge for example some author have define research methodology as systematized effort to gain new knowledge. Research plan Sampling universe : Finite

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Research design

Descriptive research

Sample size

100

Sampling method

Random sampling

Data collection method

Primary data - questioner

Secondary data Books, Magazines, Web

Area covered

Aligarh

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DATA ANALYSIS

1)

Are you the user of mobile phone? a) Yes b)No

Yes No

98% 2%

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yes no

INTERPRETATION: Few years back mobile connections were not common among the customer. But with the mobile revolution now we can find almost every customer with mobile phone. In all the respondents 98% had mobile connection 2% were not having mobile connections.

2)

Are you the user of ? a) prepaid Particulars Prepaid postpaid b) postpaid % age respondents 80 20

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20% 80%

Prepaid Postpaid

INTERPRETATION: Out of 98 respondents 80% were using prepaid connections while 20% respondents were using postpaid connections. In my study mostly student prefer prepaid connections.

3)

Which cell phone connection you are using? a) Airtel c) Vodafone Airtel Idea b) Idea 50% 30%

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Vodafone

20%

20% 50% 30%

Airtel Idea vodafone

INTERPRETATION: Out of 98 respondents 50% were using Airtel connections while 30% respondents were using Idea connections and 20% were using vodafone. They choose Airtel because of the better connectivity & good coverage. 4) What criteria do you give while choosing the service provider? a) Cost c) Value aided services Cost Connectivity b) Connectivity d) Plan 15% 50%

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Value aided services Plan

15% 20%

Cost
20% 15% 15% 50%

Connetivity Value Aided Services Plan

Interpretation: - Out of 98 respondents 50% chosen because of better connectivity 20% have chosen for plan while only 15% have chosen it for value aided services & cost.

5)

Which service provider is providing the best value aided services? a) Airtel c) Vodafone Airtel b) Idea

62%

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Idea Vodafone

25% 13%

13% 25% 62%

Airtel idea vodafone

INTERPERTATION:62% People are using Airtel because of value aided services ,25% are using idea and only 13% peoples are using Vodafone.

6)

According to you whose connectivity is best? a) Airtel c) Vodafone b) Idea

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Airtel Idea Vodafone

55% 25% 15%

15% 25% 65%

airtel idea vodafone

INTERPRETATION:55% peoples using Airtel because of its connectivity ,25% are using idea and only 15% peoples are using Vodafone. 7) According to you which kind of value aided services do you want to be provided

by your service provider? a) ring tones c) wallpapers b)caller tones d) games

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e)GPRS ring tones caller tones wallpapers games GPRS SMS

f)SMS 10% 15% 5% 15% 40% 15%

Ring tone

15% 40%

10%

caller tunes

15% 15%

wall papers games 5% gprs sms

INTERPRETATION:40% people prefer GPRS services in all the value aided services.15% are prefer caller tunes, games and sms.10% people prefer ring tones,5% prefer wallpapers in value aided services. 8) Are you satisfied with the talk time given & charges of prepaid connection? a) yes b) no

Yes no

70% 30%

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30%

70%

yes no

INTERPRETATION:70% People are satisfied with the talk time & charges of prepaid connection. But 30% people are not satisfied with the prepaid connection.

9)

According to you voice clarity of which one is better? a) GSM GSM CDMA b) CDMA 40% 60%

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60%

40%

GSM CDMA

INTERPRETATION:60% people said that they prefer CDMA services because of voice clarity & Connectivity , 40% prefer GSM services.

10)

By which mode of promotions you came to know about the service provider? a) Advertisement c) WOM Advertisement Road show b) Road show d) any other (specify) 40% 15%

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WOM any other (specify)

30% 15%

15% 30% 15%

40%

Advertisement Road show WOM Any other

INTERPRETATION:40% people become aware about the service provider through the advertisement ,30% through word of mouth communication , 15% through road show & any other promotional activitie 11) The recharge coupons of which network are easily available? a) Airtel c) Vodafone b) Idea

Airtel

40%

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Idea Vodafone

35% 25%

25% 45% 35%

40%

airtel idea vodafone

INTERPERTATION:According to the respondents recharge coupons of all the companies are easily available in the market.

12)

Which one would you like to promote or suggest to your relative / friend? a) GSM GSM b) CDMA 40%

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CDMA

60%

60%

40%

GSM CDMA

INTERPRETATION:Mostly people prefer CDMA services to the relative and friends because of voice clarity ,connectivity ,good coverage etc.

13)

If you are using dual sim phone which type of connection you prefer to use? a) Both post paid c) One pre paid & one post paid b) both pre paid

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Both post paid both pre paid One pre paid & one post paid

60% 20% 20%

prepaid
60% 20% 20%

both postpaid one prepaid& one post paid

INTERPRETATION:60% Peoples prefer one prepaid & one postpaid when they are using dual sim phone.

14)

By which manner do you recharge your mobile? a) Through easy recharge c) Through Internet. b) Through recharge coupons

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Through easy recharge Through recharge coupons Through Internet 14% 31% 55%

55% 31% 14%

easy recharge recharge coupans internet

INTERPRETATION According to the survey 55% people prefer easy recharge, 31% of the people prefer recharge coupon and rest of them prefer internet option.

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FINDINGS

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Findings Few years back mobile connections were not common among the customer. But with the mobile revolution now we can find almost every customer with mobile phone. T.V. and internet are the best media advertisements that put more impact on the customer buying decisions. Maximum numbers of respondents were attracted towards the coverage facility and the least like the roaming services. Mostly the customers are satisfied with the services provided by the Airtel. Most of the students prefer prepaid connections than postpaid connections Maximum number of students are loyal to there particular service providers and they were using there connections since 2 years. Mostly the students are satisfied with the services provided by the different cellular companies. Mostly the Youth dont use their mobile services beyond making calls and text messages.

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SUGGESTION
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SUGGESTIONS

Mobile service providers should provide the web access at cheaper cost. Telecom market is quite competitive so mobile service providers should provide the services at cheaper cost. Mobile service providers should focus on providing better network coverage . Mobile service providers should also start providing 3G technology in Rural as well as Urban areas. Mobile service providers should provide various schemes for their existing customers. Tariff plan for STD and ISD calls should be reduced.

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LIMITATIONS

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LIMITATIONS OF THE STUDY

The research will be conducted in a limited area. The internet information can be irrelevant. Time will be a major constraint. Smaller sample may not always give better results. Sample may not be true representative of the whole population.

The possibility of biased responses cant be ruled out. Lack of availability of full information. Lack of interest of respondents.

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CONCLUSION

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CONCLUSION

Telecom sector is booming sector. Its market is quite competitive in Aligarh with so many companies venturing here. Most of the customers are associated with Airtel due to its good connectivity & coverage. Vodafone & idea has lost its market share due to its low good connectivity & coverage. Portability of number is the demand of customers from companies side. Due to the ever burgeoning telecom market, these service providers have started offering competitive rates for long distance calls, competitive rate plans and great discounts. Due to the growing need for mobile phones, its no wonder that service providers are going all out to capture, as much market space as they can. As the number of mobile phone users are estimated to rise to about 120 million by 2008, its not surprising that most of the leading service providers in India have started branding and marketing their services more aggressively. Indias telecommunication sector has been touted as one of the most lucrative markets for mobile service providers and also for global mobile companies.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

Principle of Marketing Research Methodology by C.R. Kothari

By Philip Kotler

Internet Websites www.google.com www.airtel.com www.vodafone.com www.idea.com www.tekesindiamobilestudy.com

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QUESTIONNAIRE
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QUESTIONNAIRE Name OccupationCity1. a) Yes 2. a) prepaid 3. a) Idea c) Airtel 4. Are you the user of ? b) postpaid. Which cell phone connection you are using? b) Vodafone d) Others What criteria do you give while choosing the service provider? b) Connectivity d) Plan Are you the user of mobile phone? b) no

a) Cost c) Value aided services 5. a) Idea c) Airtel 6.

Which service provider is providing the best value aided services? b) Vodafone d) Others According to you whose connectivity is best?

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a) Idea c) Airtel

b) Vodafone d) Others

7. According to you which kind of value aided services do you want to be provided by your service provider? a) ring tones c) wallpapers e)GPRS 8. a) yes 9. a) GSM 10. b)caller tones d) games f)SMS Are you satisfied with the talk time given & charges of prepaid connection? b) no According to you voice clarity of which one is better? b) CDMA By which mode of promotions you came to know about the service provider? b) Road show d) any other.(specify)

a) Advertisement c) WOM 11. a) Idea c) Airtel 12. a) GSM 13.

The recharge coupons of which network are easily available? b) Vodafone d) Others Which one would to like to promote or suggest to you relative / friend? b) CDMA If you are using dual sim phone which type of connection you prefer to use ? b) both pre paid

a) Both post paid c) one pre paid & one post paid 14.

By which manner do you recharge your mobile? b) Through recharge coupons

a) Easy recharge c) Through Internet.

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