RESEARCH PROJECT REPORT

ON

To find out reasons for churn from Aircel to other operators and to understand customer behavior for winning back the customer

SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION
Of

Punjab Technical University

By

GAURAV 1172906 MBA 3rd SEMESTER UNDER THE SUPERVISION OF Miss. HARLEEN KAUR

MASTERS OF BUSINESS ADMINISTRATION, GHARUAN, Mohali 2011-2013

CHAPTERISATION

TITLE
Certificate issued by Project Guide /Supervisor Declaration

PAGE NO.
3

Acknowledgement

Preface

Certificate issued by the organization

CERTIFICATE OF SUPERVISOR

This is to certify that GAURAV, Roll No. 1172906 has completed the research project titled To find out reasons for churn from Aircel to other operators and to understand customer behavior for winning back the customer under my supervision in partial fulfillment of the Master Of Business Administration degree of Jalandhar. MBA under Punjab Technical University ,

NAME OF GUIDE: MS.HARLEEN KAUR ASSISTANT PROFESSOR MBA DEPARTMENT CHANDIGAR GROUP OF COLLEGES

COUNTERSIGNED HEAD OF THE DEPARTMENT

3

MBA DEPARTMENT

DECLARATION

I, hereby declare that the research project report titled To find out reasons for churn from Aircel to other operators and to understand customer behavior for winning back the customer is my own original research work and this report has not been submitted to any University/Institute for the award of any professional degree or diploma.

Gaurav M.B.A (3rd SEM) MASTERS OF BUSINESS ADMINISTRATION Date: Place: GHARUAN (MOHALI)

ACKNOWLEDGEMENT

I feel great pleasure to submit this project as the culmination of my Guide efforts. This project required hard work; sincerity and devotion that i tried best to put in this project and i in turn gained a lot of knowledge and confidence from this project. My sincere thanks to faculty guide, Ms. HARLEEN KAUR who served as our supervisor and guided and facilitated me. She was always available when i needed his personal and academic advice during my project. She cheered me up and lightened my wearisome tasks with laughing and fun throughout this project. I would like to extend my sincere thanks to my College for providing me with the necessary guidelines for carrying out the project. Further, without the cooperation and support of my friends and colleagues this Project would have not been completed.

PREFACE
As a part of the two-year degree course of MBA, we need to undergo Summer Training for two months in the beginning of 3rd Semester. Practical Summer Training is significantly different from the College Studies. College Studies are more oriented towards the theory. But in our training period we are more involved in the Practical works. We work as if we are MBA graduates in the field and if that work is given to us how we have tackled it i.e., the main objective of the Practical Summer Training is to make us well conversant with the Practical Aspects of the Management Profession.

I was given the project on To find out reasons for churn from Aircel to other operators and to understand customer behavior for winning back the customer in Jammu circle in INDIA.

TABLE OF CONTENTS

S.NO 1 2 3 4 5

TOPIC INTRODUCTION COMPANY PROFILE OVERVIEW OF TOPIC OBJECTIVE OF THE STUDY RESEARCH METHODOLOGY Research Design Sample size Sample Units Types of sampling Source(s) of Data Primary data Secondary data Tools used for Data collection Techniques used for Data analysis DATA ANALYSIS LIMITATIONS OF THE STUDY CONCLUSION RECOMMENDATIONS BIBLIOGRAPHY APPENDIX

PAGE NO.

6 7 8 9 10 11

CHAPTER 1 INTRODUCTION TO TELECOM INDUSTRY IN INDIA

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The word telecommunication was adapted from the French word telecommunication. It is a compound of the Greek prefix tele, meaning 'far off', and the Latin communicate, meaning 'to share'. Telecommunication is the transmission of signals over a distance for the purpose of communication. In modern times, this process almost always involves the sending of electromagnetic waves by electronic transmitters but in earlier years it may have involved the use of smoke signals, drums or semaphore. Today, telecommunication is widespread and devices that assist the process, such as the television, radio and telephone, are common in many parts of the world. There is also a vast array of networks that connect these devices, including computer networks, public telephone networks, radio networks and television networks. Computer communication across the Internet, such as e-mail and instant messaging, is just one of many examples of telecommunication. Telecommunication systems are generally designed by telecommunication engineers. Early inventors in the field include Elisha Gray, Alexander Bell, Nikola Tesla, Guglielmo Marconi and John Logie Baird. In recent times, optical fibre has radically improved the bandwidth available for intercontinental communication, helping to facilitate a faster and richer Internet experience. And, digital television has eliminated effects such as snowy pictures and ghosting. Telecommunication remains an important part of the world economy and the telecommunication industry's revenue has been placed at just under 3% of the gross world product. The basic elements of a telecommunication system are: A transmitter that takes information and converts it to a signal for transmission A transmission medium over which the signal is transmitted A receiver that receives and converts the signal back into usable information

For example, consider a radio broadcast. In this case the broadcast tower is the transmitter, the radio is the receiver and the transmission medium is free space. Often telecommunication systems are two-way and devices act as both a transmitter and receiver or transceiver. For example, a mobile phone is a transceiver. Telecommunication over a phone line is called point-to-point communication because it is between one transmitter and one receiver; telecommunication through radio broadcasts is called broadcast communication because it is between one powerful transmitter and numerous receivers

Signals can either be analogue or digital. In an analogue signal, the signal is varied continuously with respect to the information. In a digital signal, the information is encoded as a set of discrete values (e.g. 1's and 0's). Telecommunications devices convert different types of information, such as sound and video, into electrical or optical signals. Electrical signals typically travel along a medium such as copper wire or are carried the air as radio waves. Optical signals typically travel along a medium such as strands of glass fibers. When a signal reaches its destination, the device on the receiving end converts the signal back into an understandable message, such as sound over a telephone, moving images on a television, or words and pictures on a computer screen A collection of transmitters, receivers or transceivers that communicate with each other is known as a network. Digital networks may consist of one or more routers that route data to the correct user. An analogue network may consist of one or more switches that establish a connection between two or more users. For both types of network, a repeater may be necessary to amplify or recreate the signal when it is being transmitted over long distances. This is to combat attenuation that can render the signal indistinguishable from noise. The shaping of a signal to convey information is known as modulation. Modulation is a key concept in telecommunications and is frequently used to impose the information of one signal on another. Modulation is used to represent a digital message as an analogue waveform. This is known as keying and several keying techniques exist these include phase-shift keying, frequency-shift keying, amplitude-shift keying and minimum-shift keying. Bluetooth, for example, uses phase-shift keying for exchanges between devices.

HISTORY OF GSM

The lack of a technological standardization prompted the European Conference of Postal and Telecommunications Administrations (CEPT) to create the Groupe Special Mobile (GSM) in 1982 with the objective of developing a standard for a mobile telephone system that could be used across Europe. IN 1989, GSM responsibility was transferred to the European Telecommunications Standards Institute (ETSI), and phase I of the GSM specifications were published in 1990. The first GSM network was launched in 1991 by Radiolinja in Finland. By the end of 1993, over a million subscribers were using GSM phone networks. The growth of cellular telephone systems started in the early 1980s, particularly in being operated by 70 carriers across 48 countries The Global System for Mobile communications (GSM: originally from Groupe 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. 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. From the point of view of the consumers, the key advantage of GSM systems has been higher digital voice quality and low cost alternatives to making calls such as the Short Message Service (SMS). The advantage for network operators has been the ability to deploy equipment from different vendors because the open standard allows easy inter-operability. Like other cellular standards GSM allows network operators to offer roaming services which mean subscribers can use their phones all over the world. GSM is a cellular network, which means that mobile phones connect to it by searching for cells in the immediate vicinity. GSM networks operate in four different frequency ranges. Most GSM networks operate in the 900 MHz or 1800 MHz bands. Some countries in the Americas (including the United States and Canada) use the 850 MHz and 1900 MHz bands because the 900 and 1800 MHz frequency bands were already allocated.

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There are four different cell sizes in a GSM network - macro, micro, Pico and umbrella cells. The coverage area of each cell varies according to the implementation environment. Macro cells can be regarded as cells where the base station antenna is installed on a mast or a building above average roof top level. Micro cells are cells whose antenna height is under average roof top level; they are typically used in urban areas. Pico cells are small cells whose diameter is a few dozen meters; they are mainly used indoors. Umbrella cells are used to cover shadowed regions of smaller cells and fill in gaps in coverage between those cells. The network behind the GSM system seen by the customer is large and complicated in order to provide all of the services which are required. It is divided into a number of sections and these are each covered in separate articles.

The Base Station Subsystem (the base stations and their controllers). The Network and Switching Subsystem (the part of the network most similar to a fixed network). This is sometimes also just called the core network. The GPRS Core Network (the optional part which allows packet based Internet connections). all of the elements in the system combine to produce many GSM services such as voice calls and SMS

The Base Station Subsystem (BSS) is the section of a GSM network which is responsible for handling traffic and signaling between a mobile phone and the Network Switching Subsystem. The BSS carries out transcoding of speech channels, allocation of radio channels to mobile phones, paging, quality management of transmission and reception over the Air interface and many other tasks related to the radio network

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The Base Transceiver Station, or BTS, contains the equipment for transmitting and receiving of radio signals (transceivers), antennas, and equipment for encrypting and decrypting communications with the Base Station Controller (BSC). Typically a BTS for anything other than a Pico cell will have several transceivers (TRXs) which allow it to serve several different frequencies and different sectors of the cell (in the case of sectorised base stations). A BTS is controlled by a parent BSC via the Base Station Control Function (BCF).

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The Base Station Controller (BSC) provides, classically, the intelligence behind the BTSs. Typically a BSC has 10s or even 100s of BTSs under its control. The BSC handles allocation of radio channels, receives measurements from the mobile phones, controls handovers from BTS to BTS A key function of the BSC is to act as a concentrator where many different low capacity connections to BTSs (with relatively low utilization) become reduced to a smaller number of connections towards the Mobile Switching Center (MSC) (with a high level of utilization). Overall, this means that networks are often structured to have many BSCs distributed into regions near their BTSs which are then connected to large centralized MSC sites.

SECTORISATION
By using directional antennas on a base station, each pointing in different directions, it is possible to sectorise the base station so that several different cells are served from the same location. Typically these directional antennas have a beam width of 65 to 85 degrees. This increases the traffic capacity of the base station (each frequency can carry eight voice channels) whilst not greatly increasing the interference caused to neighboring cells (in any given direction, only a small number of frequencies are being broadcast). Typically two antennas are used per sector, at spacing of ten or more wavelengths apart. This allows the operator to overcome the effects of fading due to physical phenomena such as multipath reception. Some amplification of the received signal as it leaves the antenna is often used to preserve the balance between uplink and downlink signal.

SUBSCRIBER IDENTITY MODULE

One of the key features of GSM is the Subscriber Identity Module (SIM), commonly known as a SIM card. The SIM is a detachable smart card containing the user's subscription information and phonebook. This allows the user to retain his or her information after switching handsets. Alternatively, the user can also change operators while retaining the handset simply by changing the SIM. Some operators will block this by allowing the phone to use only a single SIM, or only a SIM issued by them; this practice is known as SIM locking, and is illegal in some countries.
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In the United States, Canada, Europe and Australia, many operators lock the mobiles they sell. This is done because the price of the mobile phone is typically subsidized with revenue from subscriptions and operators want to try to avoid subsidizing competitor's mobiles. A subscriber can usually contact the provider to remove the lock for a fee, utilize private services to remove the lock, or make use of ample software and websites available on the Internet to unlock the handset themselves Some providers will unlock the phone for free if the customer has held an account for a certain period. Third party unlocking services exist that are often quicker and lower cost than that of the operator. In most countries removing the lock is legal. In countries like India, Pakistan, Indonesia, Belgium, etc., all phones are sold unlocked. However, in Belgium, it is unlawful for operators there to offer any form of subsidy on the phone's price. This was also the case in Finland until April 1, 2006, when selling subsidized combinations of handsets and accounts became legal though operators have to unlock phone free of charge after a certain period (at most 24 months).

OVERVIEW OF INDIAN TELECOM INDUSTRIES

Indian Telecom sector, like any other industrial sector in the country, has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. The Indian telecom sector can be broadly classified into Fixed Line Telephony and mobile telephony. The major players of the telecom sector are experiencing a fierce competition in both the segments. The major players like BSNL, MTNL, VSNL in the fixed line and Airtel, Aircel,
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vodafone, Idea, Tata, Reliance in the mobile segment are coming up with new tariffs and discount schemes to gain the competitive advantage. The Public Players and the Private Players share the fixed line and the mobile segments. Currently the Public Players have more than 70% of the market share.

INDIA
India has a 700 million people living in 638,000 villages Per-capita income of $ 0.40 per day) As per DoT statistics 500,000 villages have telephone access. Divided into 22 circles 4 metros 19 circles

Further divided into A, B and C category based on economic parameters and revenue

potential, each circle has a licenses Four operators per circle are allowed Licenses are saleable

HISTORY OF TELECOMMUNICATION IN INDIA

In 1880, two telephone companies namely The Oriental Telephone Company Limited and The Anglo-Indian Telephone Company Limited approached the Government of India with the objective of establishing Telephone Exchanges across the country. Initially, the Government denied the permission as it wanted to exercise its monopoly power over the promising industry once it emerged. By the following year, it changed its decision and finally on 28th January, 1882, license was granted to The Oriental Telephone Company Limited of England for opening telephone exchanges at Kolkata, Mumbai, Chennai and Ahmedabad.

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The opening of exchanges was followed by further innovations and improvements in all sections of the telecom industry. However, while telephones were introduced in the major towns and cities across the country during the British period, total number of telephones in India in 1948 were merely 80,000. The growth was negligible even after independence and the telephone was used as a status symbol by the rich despite being an extremely essential device of public utility. This sluggish rate of growth continued till 1991 when the number of telephones was 5.07 million. The period post 1975 saw a resurgence in the India Telecom Market by virtue of a series of fruitful decisions initiated by the Government which included:

The separation of Department of Telecom (DoT) from Post and Telegraph (P&T) in 1975. The formation of Mahanagar Telephone Nigam Limited (MTNL) out of DoT to provide telecom services exclusively to Delhi and Mumbai. In the 1990s, the telecom sector was opened up by the Government for private investment as a part of Liberalization-Privatization-Globalization Policy. On 1st October, 2000, the Government corporatized its operations wing under the name of Bharat Sanchar Nigam Limited (BSNL).

INDIA'S TELECOM MARKET

Mobile services were commercially launched in India in August, 1995. Although in the initial years, the high prices of handsets and allied services hindered the growth of the telecom market in India, the New Telecom Policy in 1999 introduced several consumer-friendly initiatives. The entry of private operators like Airtel, Hutch, Reliance, Tata, BPL, Idea etc. created a competitive market which further reduced operational costs. Since then, the number of mobile subscribers began to rise in leaps and bounds. The number of new mobile subscribers rose from 16 million in 2003 to 65 million in 2006. With 156.31 million subscribers across the country, India has become one of the fastest growing mobile markets in the world.
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Truly, the growth of India's mobile market has surpassed that of the basic telephones by a huge margin. Nevertheless it is the Indian Telecom Market which is having the last laugh. The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to Indias GDP. The Indian Telecommunications network with 110.01 million 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, which has grown by 40% in 2005. 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 is expected to bypass 2.5 million 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.

TELECOMMUNICATION REFORMS IN INDIA

Telecommunication Reforms in India revolutionized the telecom industries sector in India, which is an important factor for the growth of the Indian telecom sector and in turn helped the Indian economy to perform well for the past few years.

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The Telecommunication reforms in India were development and growth oriented. Technological advancements and innovations contributed largely towards the reformation of the telecom sector in India. The sector of telecom was a monopoly under the Central Government of India. During the 1990s this sector faced fierce challenges due to the development in the technological sector. The sector was privatized and with the abolition of the monopoly new player entered the consumer market. The competition increased in the telecom sector, the rates were slashed in order to grab the share of the market and the customers were provided with better services.

The telecommunication reforms in India started in the eighties with the mission better communication. This is regarded as the first phase of the reformation process. Several private manufacturers of tailor made equipments entered the market. There were private developer for indigenous technologies and the franchisee for STD/ISD and PCO increased. The Videsh Sanchar Nigam Limited (VSNL) and Mahanagar Telephone Nigam Limited (MTNL) were set up under the Government of India's Department of Telecommunication. The second phase of telecommunication reforms in India came in the early nineties. The introduction of the New Economic Policy (NEP) in the year 1991 was a landmark in the history of telecom industry sector in India. The manufacturing of equipments pertaining to telecom sector was decentralized and several value added services were introduced into the market. The telecom services were divided into basic telephony, radio paging and cellular mobile The TRAI was established an independent regulatory body pertaining to telecom sector. The growth of the private sector increased. The third phase of the telecommunication reforms in India took place in the period of the late nineties. The government of India introduced the New Telecom Policy 1999. The TRAI was endowed with more power. The concept of revenue sharing was introduced to replace the fixed license fee. The National Long Distance was introduced with free entrance. Moreover, there was introduction of International Long Distance schemes. The Bharat Sanchar Nigam Limited (BSNL), a corporate body of the telecom service sector was formed, followed by the introduction of the Internet to the Indian market. Impact of Telecommunication Reforms in India
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The rates of the National Long Distance were cut down by 60% The prices of the hand sets and telephone equipments were reduced The charges on calls were reduced by 8 times The introduction of the cellular mobile phone The bandwidth availability was increased

GROWTH OF TELECOM INDUSTRY

The telecom industry is growing at a great pace and the growth rate is expected to double with every passing year. There are many new developments in the telecomm sector, including the ingress of 3G technology that the Indian market is witnessing at present.

In 2005-2006, the telecom industry witnessed a growth of 21% with a total revenue of Rs. 86,720 crores, and the total investment rising to Rs. 2,00,660 crores. It is projected that the telecom industry will be enjoying over 150% growth in the next 4-6 years. The growth also requires a huge investment by the players in the sector. Bharti Airtel is planning to invest about $8 billion by the year 2010.

Liberalization policy and some socio-economic factors are mainly responsible for the immense
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growth in the sales volumes. The lifestyle of the people has changed. They need to be connected to the other people all the time. With the lowering down of the tariffs the affordability of the mobile phones has increased. The finance sector has also come up with loans for handsets on 0% interest. Mobile services providers are also expanding their coverage area by installing more and more antennas and other equipments. The telecom sector in the country has already adopted the latest technological advancements to cater to the demands of the growing market. Telecom Expo India, Convergence India, VAS India and IPTV India being organized year to year are all efforts in this direction. Budget 2010 has brought disappointment to the telecom sector. Mobile service providers have been asked to cut down their roaming rentals as well as their long distance and international call tariffs. This has led to discontent on the part of the service providers. However, Telecom Regulatory Authority of India (TRAI) is of the opinion that this will lead to increased use of roaming, which will ultimately lead to more revenue generation. Moreover, with cheaper handsets and lesser tariffs, it is expected that by the year 2012 there will be over 500 million subscribers in the Indian telecom market. Also, the telecom industry this year will be focusing more on rural areas to connect them with the urban areas so that the farmers and the small-scale industries can have faster access to information related to weather and market conditions.

RURAL INDIA KEY GROWTH DRIVER OF TELECOM INDUSTRY

Rural population is the key growth driver of Indias telecom industry though affordability still remains a key issue. According to the study by LIRNEasia, and information and communication technology policy organisation, 27 percent of the total mobile owners at the bottom of the pyramid

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(BOP), or the poorest socio-economic group, were added last year, whereas the urban areas added only 19 percent. Just five years ago, the massive momentum developed by the Indian telecom industry did not include rural areas. But now, the picture is different,. It added that phone ownership - both landline and mobile - at the BOP increased a whopping 131 percent between 2010 and 2012. Affordability still remains a key issue for the people at the bottom of the pyramid to buy mobile phones, Rohan Samarajiva, chairman and chief executive of LIRNEasia, told IANS. Mobile ownership is as high as 40 percent at the BOP whereas the fixed phone ownership is 8 percent. The study said India has a large second hand mobile phone market. Most of the rural customers on an average spend $34.82 to buy a second hand phone and approximately $48 for a new phone, Samarajiva said. However, a major chunk of the people still utilise only voice services and services like payment through mobile. Other value-added services are still at a negligible level, the study said.

EMPLOYMENT STATUS
With the coming of more and more projects, the telecom industry is going for high scale recruitments. There is a huge demand for software engineers, mobile analysts, and hardware engineers for mobile handsets. Besides, there are ample opportunities for marketing people whose services are required to capture more and more customer base. The new projects, setting up of new service bases, expansion of coverage areas, network installations, maintenance, etc are providing more and more employment opportunities in the telecom sector.

LANDMARKS OF INDIAN TELECOM INDUSTRY:-

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Year

1851

First operational land lines were laid by the government near Calcutta (seat of British power)

1881

Telephone service introduced in India

1883

Merger with the postal system

1923

Formation of Indian Radio Telegraph Company (IRT)

1932

Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC)

1947

Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications

1985

Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system)

1986

Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas.

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1997

Telecom Regulatory Authority of India created.

1999

Cellular Services are launched in India. New National Telecom Policy is adopted.

2000

DoT becomes a corporation, BSNL

MAJOR PLAYERS IN TELECOM INDUSTRY AND THEIR MARKET SHARE

There are three types of players in telecom services: State owned companies (BSNL and MTNL) Private Indian owned companies (Reliance Infocomm, Tata Teleservices,) Foreign invested companies (Vodafone-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications,Dishnet Wireless ltd.)

PUBLIC AND PRIVATE PLAYERS

MTNL, BSNL, VSNL are the major Public Players, whereas Airtel, Aircel, Idea, Vodafone, Tata, Reliance, BPL are the leading Private Players in the country. Some of them are entering foreign
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markets as well. The Bharti Telecom will be launching its services the leading Private Players in the country. Some of them are entering foreign markets as well. The Bharti Telecom will be launching its services for the NRIs in the US with the help of Airtel CALLHOME service. List of Private service provider in India are as:-

Company Aircel Group

Logo

Circle in different states Assam, Bihar, Chennai, Himachal Pradesh, Jammu & Kashmir, North East, Orissa, Tamil Nadu, West Bengal, Kolkata, Delhi, Kerala, Karnataka, Andra Pradesh,UP(E), UP(w), Mumbai

Official website

http://www.aircel.com

Airtel

Vodafone

Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (E), Uttar Pradesh (W), West Bengal. Andhra Pradesh, Chennai (Metro), Delhi (Metro), Gujarat, Haryana, Karnataka, Kolkata (Metro), Mumbai (Metro), Punjab, Rajasthan, Uttar Pradesh (W), Uttar Pradesh (E), West Bengal, Maharatshtra, Tamilnadu, Kerala, Jammu & Kashmir, Himachal Pradesh, Orissa, Bihar, Assam, North East, Madhya Pradesh.

http://www.airtelworld.com

http://www.vodafone.com

Idea cellular

Delhi (Metro), Andhra Pradesh, Gujarat, Haryana, Himachal Pradesh, Maharashtra, Kerala, Madhya Pradesh, Rajasthan, Uttar Pradesh (E), Uttar Pradesh (W).

http://www.ideacellular.com

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Reliance telecom ltd. Assam, Bihar, Himachal Pradesh, Kolkata, Madhya Pradesh, North East, Orissa, and West Bengal. http://www.reliancemobile.com

Tata teleservices ltd.

J&k, Punjab,H.P, Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka

BSNL On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is now Indias leading telecommunications company and the largest public sector undertaking. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. The state-controlled BSNL operates basic, cellular (GSM and CDMA) mobile, Internet and long distance services throughout India (except Delhi and Mumbai). BSNL will be expanding the network in line with the Tenth Five-Year Plan (1992-97). BSNL, which became the third operator of GSM mobile services in most circles, is now planning to Over take Bharti to become the largest GSM operator in the country. BSNL is also the largest operator in the Internet market, with a share of 21 per cent of the entire subscriber base. AIRTEL Established in 1995 by Sunil Mittal as a Public Limited Company, Airtel is the largest telecom service provider in Indian telecom sector. With market capitalization of over Rs. 1,360 billion, Airtel has 33% of total market share of GSM service providers. Providing GSM services in all the 23 circles, Airtel was the first private player in telecom sector to connect all states of India. Also, Airtel is the first mobile service provider to introduce the lifetime prepaid services and electronic recharge systems.
VODAFONE 25

Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular licence for Mumbai. Vodafone Essar now has operations in 20 circles with over 54.63 million customers. Vodafone is the worlds leading international mobile communications company. It now has operations in 25 countries across 5 continents and 40 partner networks with over 269 million customers worldwide. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market.

MTNL MTNL was set up on 1st April 1986 by the Government of India to upgrade the quality of telecom services, expand the telecom network, introduce new services and to raise revenue for telecom development needs of Indias key metros Delhi, the political capital, and Mumbai, the business capital. In the past 17 years, the company has taken rapid strides to emerge as Indias leading and one of Asias largest telecom operating companies. The company has also been in the forefront of technology induction by converting 100% of its telephone exchange network into the state-of-theart digital mode. The Govt. of India currently holds 56.25% stake in the company. In the year 200304, the company's focus was not only consolidating the gains but also to focus on new areas of enterprise such as joint ventures for projects outside India, entering into national long distance operation, widening the cellular and CDMA-based WLL customer base, setting up internet and allied services on an all India basis. MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the market for fixed wireline phones is stagnating MTNL faces intense competition from the private playersBharti, Hutchison and Idea Cellular, Reliance Infocomm in mobile services. MTNL recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03.

RELIANCE INFOCOMM Reliance is a $16 billion integrated oil exploration to refinery to power and textiles Conglomerate. It is also an integrated telecom service provider with licenses for mobile, fixed, domestic long distance and international services. Reliance Infocomm offers a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and
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international long distance services, data services and a wide range of value added services and applications. Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28, 2002. This marked the beginning of Reliance's vision of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. Reliance Infocomm plans to extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations. Until recently, Reliance was permitted to provide only limited mobility services through its basic services license. However, it has now acquired a unified access license for 18 circles that permits it to provide the full range of mobile services. It has rolled out its CDMA mobile network and enrolled more than 6 million subscribers in one year to become the countrys largest mobile operator. It now wants to increase its market share and has recently launched pre-paid services. Having captured the voice market, it intends to attack the broadband market.

TATA TELESERVICES Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies, over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices provides basic (fixed line services), using CDMA technology in six circles: Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka. It has over 800,000 subscribers. It has now migrated to unified access licenses, by paying a Rs. 5.45 billion ($120 million) fee, which enables it to provide fully mobile services as well. The company is also expanding its footprint, and has paid Rs. 4.17 billion ($90 million) to DoT for 11 new licenses under the IUC (interconnect usage charges) regime. The new licenses, coupled with the six circles in which it already operates, virtually gives the CDMA mobile operator a national footprint that is almost on par with BSNL and Reliance Infocomm.

VSNL

27

On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government owned corporation - was born as successor to OCS. The company operates a network of earth stations, switches, submarine cable systems, and value added service nodes to provide a range of basic and value added services and has a dedicated work force of about 2000 employees. VSNL's main gateway centers are located at Mumbai, New Delhi, Kolkata and Chennai. The international telecommunication circuits are derived via Intelsat and Inmarsat satellites and wide band submarine cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3. The company's ADRs are listed on the New York Stock Exchange and its shares are listed on major Stock Exchanges in India. The Indian Government owns approximately 26 per cent equity, M/s Panatone Finvest Limited as investing vehicle of Tata Group owns 45 per cent equity and the overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is approximately 13 per cent and the rest is owned by Indian institutions and the public. The company provides international and Internet services as well as a host of value-added services. Its revenues have declined from Rs. 70.89 billion ($1.62 billion) in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice revenues being the mainstay. To reverse the falling revenue trend, VSNL has also started offering domestic long distance services and is launching broadband services. For this, the company is investing in Tata Telservices and is likely to acquire Tata Broadband. IDEA Established by AT&T, Aditya Birla Group and Tata Group as joint venture, Idea Cellular, is a part of Aditya Birla Nuvo, a flagship company of the Aditya Birla Group, Idea is growing its network in 11 circles. Idea offers both prepaid and post paid services in the GSM network. Having 14.96 % market share, Idea has a base of 2.3 crores subscribers all over the country. A three-year contract was signed between Idea cellular and Ericsson for GSM expansion. The network will now cover Maharashtra, Gujarat, Rajasthan, Madhya Pradesh and Himachal Pradesh telecom circles (operatorlicensed areas).

28

MARKET SHARES OF THE LEADING PUBLIC AND PRIVATE PLAYERS GROUP COMPANY WISE % MARKET SHARES
Name of the Company Total Sub Figures % market share

Airtel Vodafone BSNL Idea cellular Aircel Reliance MTNL BPL

88382758 63340024 42673357 40016153 16761397 10353841 4003807 2007303

33.04 % 23.68 % 15.95 % 14.96 % 6.27 % 3.87 % 1.50 % 0.75 %

29

All India

267538640

100.00 %

GRAPH SHOWING COMPANY WISE % MARKET SHARE

Total Sub Figures 1% 1% 6% 15% 4% 33%

16%

24%

1 Bharti Airtel 4 IDEA 8 MTNL

2 Vodafone Essar 5 Aircel 9 BPL

3 BSNL 6 Reliance Telecom

30

CHAPTER 2
COMPANY PROFILE

DISHNET WIRELESS LIMITED

About Aircel

31

The Aircel Group is a joint venture between Maxis Communications Berhad of Malaysia and Apollo Hospital Enterprise Ltd of India, with Maxis Communications holding a majority stake of 74%. Aircel is a mobile phone service provider in India. It offers both prepaid and postpaid GSM cellular phone coverage throughout Tamil Nadu (including Chennai), Andhra Pradesh, Assam, North East India, Orissa, West Bengal (including Kolkata), Jammu and Kashmir, Bihar, Kerala, Himachal Pradesh & Mumbai. Aircel was founded by NRI businessman C Sivasankaran. Aircel is a joint venture between Maxis Communications Berhad of Malaysia and Apollo Hospital Enterprise Ltd of India. It is Indias seventh largest GSM mobile service provider with a subscriber base of over 18 million. It has a market share of 6.3% among the GSM operators in the country. As on date, Aircel is present in 17 telecom circles (including Assam, Bihar, Himachal Pradesh, Jammu & Kashmir, Kerala, North East, Orissa, Tamil Nadu, Karnataka, West Bengal, Delhi) and with licences secured for the remaining 10 of the 23 telecom circles, the company plans to become a pan-India operator by 2009. Additionally, Aircel has also obtained permission from Department of Telecommunications (DoT) to provide International Long Distance (ILD) and National Long Distance (NLD) telephony services. It is also a category A ISP.

AIRCEL IN JAMMU AND KASHMIR

Dishnet wireless Limited is a leading telecom company in J&K. The head office of Aircel communication in J&K is situated in B-1, North Block, Bahu Plaza Complex, Jammu. It has been functioning smoothly and about 275 employs are working there. Departments in Dishnet Wireless Limited Head Office, Jammu Dishnet Wireless limited, Jammu has the following departments:-

HR Department Finance Department

32

 Marketing Department Technical Department Rollout Department Customer Services Department(VAS) Sales Department

Management of Dishnet Wireless Limited Head Office, Jammu

33

Dishnet Wireless limited, head office Jammu is managed by the following persons:-

Surindher Katharia ( Head of HR department) Mr. Raman Kumar (HR Manager) M.K Jha (Head of Finance department) Mr. Jai Varsehney (Head of Marketing department) Ashwani Kumar (Head of Technical department) Narinder Sharma ( Head of Rollout department) H.P Singh ( Head of Sales Department)

34

 S.P Singh ( Sales deptt.) Mr. Milan( Zonal sales Manager) Mr. Shameem Mohammed ( Head of VAS) Mr. Shared ( Area sales manager)

OUR GOALS AND VALUES

CUSTOMERS: Our customers are our most valued assets. We will strive to exceed their expectations at all time by providing them with superior services that embody value, innovation, quality and care. PEOPLE: Our people are our greatest resources. We will attract, train and retain the best. We will challenge them to develop their full potential in the context of our company goals. INTEGRITY: We will maintain and strive for the highest levels of personal and professional integrity and honesty in all ours dealings. We will keep our promises. RESPECT: We will treat with respect and dignity all people we deal with. EXCELLENCE: We are committed to excellence in all what we do. There will be no place for mediocrity. WORK: We will promote a work environment that embraces creativity, promotes empowerment, encourages team work, innovation, prudent risk taking, honest and open communication and respectful iconoclasm. QUALITY: The hallmark of our internal and external outputs and processes will be quality. This will pervade every aspect of our functioning.

35

MISSION STATEMENT
We are conditionally committed to exceeding our customers expectations. We will provide network and services that are innovative and reliable, allowing our customers any time anywhere communications. We will attract, develop and retain an exceptional team of people. We are committed to enhancing the quality of real life in the community in which we operate. We will meet the financial expectation of our shareholders.

ORGANISATIONAL STRUCTURE
The key drivers of the organizational structure are: Delivery of superior value to the customer. Permits integration of feedback from our customers. Efficiency Ease and flexibility of decision-making. Promotes the development of the potential of our team members around the companys goals and values. Responds quickly to market forces. These drivers translate into the following organizational characteristics: Flat organizational structure Span of control not too large There will be a reporting structure, which has no more than 4-5 labels between the customer and the CEO
36

 A structure that is not around people or designation or levels. One that is limited on hierarchy and which is informal open and transparent. COMPANY HISTORY:Maxis expansion into Indonesia and India is another milestone in our aspiration to be the regional communications leader of choice. The acquisition of a 51% stake in PT Natrindo Telephone Seluler (NTS), Indonesia and a 74% equity interest in Aircel, India provides new growth opportunities for Maxis. These acquisitions give Maxis a strong foothold in two of the worlds most attractive highgrowth, low-penetration markets.

This marks the beginning of the new world of Maxis a world beyond voice, and beyond borders

37

On 29th April 2005, Maxis acquired 51% of PT Natrindo Telepon Seluler. Maxis is currently in the middle of rolling out a Java wide network to establish the company as a national operator. The initial launch phase encompasses 1,300 BTS, providing both 2G and 3G services. NTS expects to have up to 480 employees by launch date and to increase significantly upon launching. Maxis in India Maxis completed the acquisition of a 74% stake in Aircel on March 21, 2006. Currently, Aircel has operations in 9 of the 23-telecom circles of India - Chennai, Tamil Nadu, West Bengal, Orissa, Assam, North East, Jammu and Kashmir, Himachal Pradesh and Bihar. Aircel launched its services in Bihar and Himachal Pradesh in December 2006 and also recently received the licenses to operate in the remaining 14-telecom circles of India giving it the ability to become a pan-India player.

Maxis expansion into Indonesia and India is another milestone in our aspiration to be the regional communications leader of choice. The acquisition of a 51% stake in PT Natrindo Telepon Seluler (NTS), Indonesia and a 74% equity interest in Aircel, India provides new growth opportunities for Maxis. These acquisitions give Maxis a strong foothold in two of the worlds most attractive highgrowth, low-penetration markets. This marks the beginning of the new world of Maxis a world beyond voice, and beyond borders. MAP Maxis in Indonesia On 29th April 2005, Maxis acquired 51% of PT Natrindo Telepon Seluler. Maxis is currently in the middle of rolling out a Java wide network to establish the company as a national operator. The initial launch phase encompasses 1,300 BTS, providing both 2G and 3G services. NTS expects to have up to 480 employees by
38

launch date and to increase significantly upon launching. Maxis in India Maxis completed the acquisition of a 74% stake in Aircel on March 21, 2006.

AIRCEL OPERATIONS IN INDIA

Currently, Aircel has operations in 9 of the 23 telecom circles of India - Chennai, Tamil Nadu, West Bengal, Orissa, Assam, North East, Jammu and Kashmir, Himachal Pradesh and Bihar. Aircel launched its services in Bihar and Himachal Pradesh in December 2006 and also recently received the licenses to operate in the remaining 14 telecom circles of India giving it the ability to become a pan-India player. Aircel expects to aggressively grow its subscriber base in India and is developing a broad range of new propositions for its customers - from branding, to increased network coverage, to innovative product and service offerings, to refreshing customer experience. As of 31st December 2006, Aircel serves more than 4.5 million subscribers with a network comprising of almost 4,000 BTS. Aircel continues to be the market leader in Tamil Nadu and Chennai circle. Aircels network provides 2G and GPRS services, and is EDGE capable. Aircel is also currently in the process of conducting 3G Trials across different cities in India. In addition, Aircel is the first cellular operator in India to launch wireless Internet services using WiMAX technology. It aims to immediately extend its WiMax coverage to over 20 cities to serve enterprise broadband customers. Over the next few quarters, India is expected to add new subscribers at the rate of 5 to 6 million per month. India offers huge opportunities for Aircel given the current low mobile penetrations levels as well as challenges in terms of its geographic spread and low ARPU levels.

Aircel expects to aggressively grow its subscriber base in India and is developing a broad range of new propositions for its customers - from branding, to increased network coverage, to innovative product and service offerings, to refreshing customer experience. As of 31st December 2006, Aircel serves more than 4.5 million subscribers with a network comprising of almost 4,000 BTS. Aircel continues to be the market leader in Tamil Nadu and Chennai circle. Aircels network provides 2G and GPRS services, and is EDGE capable. Aircel is also currently in the process of conducting 3G Trials across different cities in India. In addition, Aircel is the first cellular operator in India to launch wireless Internet services using WiMAX technology. It aims to immediately extend its WiMax coverage to over 20 cities to serve enterprise broadband customers.

39

Over the next few quarters, India is expected to add new subscribers at the rate of 5 to 6 million per month. India offers huge opportunities for Aircel given the current low mobile penetrations levels as well as challenges in terms of its geographic spread and low ARPU levels. Aircels current and proposed footprint is illustrated below.

RECENT ACHIEVEMENTS AND MILESTONES FOR AIRCEL

The Aircel Group is a joint venture between Maxis Communications Berhad of Malaysia and Apollo Hospital Enterprise Ltd of India. Today , Aircel communication is proud of its achievements:-

Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern frontier circles. It emerged a market leader in Assam and in the North Eastern provinces within 18 months of operations. Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months.

40

 In December 2003, it launched commercially in Chennai and quickly established itself as a market leader in Chennai. Aircel spreads its wings to 700 locations in TN Becomes the largest operator in the State. Aircel the most preferred operator in TamilNadu, today, crossed yet another milestone by spreading its service areas to 700 towns in TamilNadu.
Aircel has also obtained permission from Department of Telecommunications (DoT) to

provide International Long Distance (ILD) and National Long Distance (NLD) telephony services. It is also a category A ISP.

AIRCEL HAS WON MANY AWARDS AND RECOGNITIONS

Voice and Data gave Aircel the highest rating for overall customer satisfaction and network quality in 2006. Aircel emerged as the top mid-size utility company in Businessworlds List of Best MidSize Companies in 2007. Tele.net recognised Aircel as the best regional operator in 2008.
Aircel Business Solutions (ABS), part of Aircel, is an ISO 9000 certified company. ABS is a registered member of WiMAX forum , both in the Indian and International

Chapters. ABS product range includes enterprise solutions such as Multi Protocol Label Switching Virtual Private Networks (MPLS VPNs), Voice over Internet Protocol (VoIP) and Managed Video Services on wireless platform including WiMAX.
Aircel are one of the sponsors of the Indian Premier League Cricket Team Chennai Super

Kings captained by Mahendra Singh Dhoni.

It is also the sponsor for Professional Golf Tour of India from 2009 onwards.

PRODUCT RANGE AND SERVICES OF AIRCEL

41

COMMUNICATION IN JAMMU & KASHMIR:Aircel communication has the following products and services for their customers:AIRCEL POSTPAID

Aircel offers you postpaid plans which are tailor-made to suit your calling needs. You can now explore the world of limitless possibilities by subscribing to an Aircel postpaid plan! Our customer care is always ready to help and support to ensure you an exciting and a trouble-free experience. Not only that, you also get a host of exciting value-added services along with your postpaid connection. So get connected and be a part of the Aircel family today!

AIRCEL PREPAID

START-UP KIT

42

Prepaid Start-up Kit MRP (Rs.) 49 99 149 200 298 Talktime Value (Rs.) 0 25 35 50 60 Validity Period (days) 0 30** 30 days** 10 days 90 days# **On a recharge of upto Rs 10 during 30 days, extension of validity by another 30 days. #On a recharge of upto Rs 100 during 90 days, extension of validity by another 90 days. Customer will be churned 30 days after entering into grace Composite Call Charges(Rs./min) Local call charges Base Plan SUK 49/99/149/298 6 AM - 11 11 PM -6 PM AM 0.99 0.50 0.99 0.50 0.99 0.50 Rs./ SMS 1.00 1.00 1.50 1.50 1.50 1.50 Rs./ SMS 1.00 1.00 2.00 2.00 5.00 5.00 (Rs/min) 6.40 9.19 39.20 500.00 ISD Code 53 239 245 246 674 677 678 682 688 Shubh Yatra Pack 200

to Aircel 0.99 to other mobile 0.99 to landline 0.99 STD call charges to Aircel 1.00 to other mobile 1.50 to landline 1.50 SMS Charges Local 1.00 National 2.00 International 5.00 ISD America, UK, France, Cyprus, Asia and Australia Gulf, Africa, Rest of Europe, Equador, Phillipines and SAARC Countries and Rest of the world Select Islands * INMARSAT Only talktime recharges are applicable on Shubh Yatra Pack. * List of Select Islands Cuba Sao Tome and Principe Guinea Bissau Diego Garcia Nauru Solomon Island Vanuatu Cook Island Tuvalu 43

1.00 1.00 1.00 1.00 1.00 1.00 1.00 2.00 5.00

Tokelau Island Norfolk Islands Sakhalin

690 6723 74242

The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan.

ROLLING PREPAID

ROLLING PREPAID
Prepaid MRP (Rs.) Talktime Value (Rs.) Validity Period (days) Tariffs as per plan selected.

10 8 30

25 23 30

50 48 30

Lifetime 110 111 108 30 50 30

220 220 30

399 399 30

The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan.

Recharge with Rs. 10 in 30 days to enjoy extension of validity by another 30 days. Terms and Conditions apply.

44

RECHARGE VOUCHERS

RECHARGE VOUCHERS
Denomination (Rs.) Talk Value (Rs.) Validity (Days) RECHARGE VOUCHERS 100 111 200 50 50 100 # 10 30 30 325 300 30 399 399 30# 500 461.25 60

Applicable for existing subscribers only. # Recharge with Rs. 30 in 90 days to enjoy extension of validity by another 90 days.
MRP Talk Value(Rs.) Validity (Days) TOP UPS 10 25 8 23 0 0 50 48 0 110 108 0 220 220 0

MRP (Rs.) 35

Rate Cutters Talkvalue (Rs.) Validity (Days)* Special Benefits for 30 days (Rs./min) 0 30 Local: to Aircel : 1.00 to other mobile : 1.00 to landline : 1.00 STD: to mobile : 1.00 to landline : 1.00 Local: to Aircel : 0.25 to other mobile : 1.00 to landline : 1.00 45

48

30

75

30

80

30

Local: to Aircel : 0.37 to other mobile : 0.50 to landline : 0.50 SMS: Local : 1.00 National : 1.00 Local: 6am to 11pm to Aircel : 0.25 to other mobile : 1.00 to landline : 1.00 11pm to 6 am to Aircel : 0.10 to other mobile : 1.00 to landline : 1.00 STD: to Aircel: 1.00 to other mobile : 1.50 to landline : 1.50 SMS: Local : 1.00 National : 2.00 International : 5.00 200 Local Aircel minutes FREE Local: to Aircel : 0.25 to other mobile : 0.50 to landline : 0.50 STD: to mobile : 1.00 to landline : 1.00 Local: 6am to 11pm to Aircel : 0.25 to other mobile : 1.00 to landline : 1.00 11pm to 6 am 46

95 99

0 0

30 30

250

50

30

to Aircel : Free to other mobile : 1.00 to landline : 1.00 STD: to Aircel: 1.00 to other mobile : 1.50 to landline : 1.50 SMS: Local : 1.00 National : 2.00 International : 2.00 SMS Pack SMS: 50 (Local + National) SMS free SMS: 200 (Local + National) SMS free SMS: 400 (Local + National) SMS free

9 30 49

0 0 0

15 30 30

* Validity applicable for special benefits only. All other call charges remains same as per the Base Plan.

MRP (Rs.) 29

94

ISD Rate Cutters Talkvalue (Rs.) Validity (Days)* Special Benefits for 30 days (Rs./min) 0 30 ISD: Malaysia & Singapore : 3.50 Saudi Arabia : 7.50 UAE : 8.00 Bahrain, Qatar & Kuwait : 7.50 Oman : 9.00 Srilanka : 6.00 Bangladesh : 4.00 Australia, China & South Korea : 4.50 Canada : 2.00 US except Alaska, Hawaii, Guam : 2.00 Alaska, Hawaii & Guam : 6.00 UK Fixed : 4.00 0 30 Local: to Aircel mobile : 0.50 to other mobile : 0.50 to landline : 0.50 STD: to mobile : 1.00 to landline : 1.00 47

ISD: Malaysia & Singapore : 3.00 Saudi Arabia : 7.00 UAE : 7.50 Bahrain, Qatar & Kuwait : 7.00 Oman : 8.50 Srilanka : 5.50 Bangladesh : 3.50 Australia, China & South Korea : 4.00 Canada : 1.75 US except Alaska, Hawaii, Guam : 1.75 Alaska, Hawaii & Guam : 5.50 UK Fixed : 3.75 Recharge Coupons available MRP 10 25 50 110 220 100 111 200 325 399 500 Talk Value 8 23 48 108 220 50 50 100 299.82 399 461.25 PF 1.02 0 0 0 0 40.22 50.14 80.44 0 0 0 Sales Tax 0.98 2.44 4.89 10.76 21.52 9.78 10.86 19.56 31.78 39.02 48.90 Validity 0 0 0 0 0 10 30 30 30 30 60 Approximate Minutes of Usage 7 21 44 100 203 46 9 92 277 369 427

HANDSET OFFER

48

NOKIAAirceloffer Offer details:

Handset Model Nokia 1203, Nokia 1661 & Nokia 3110 Free SIM card Rolling recharge connection @ Rs. 50/-, with 0 talktime (available on e-recharge only). Tariffs, as mentioned below Free 50 Local Aircel minutes every month for 3 months Two months Free subscription of Dialer Tunes and one months Free subscription for Aircel Alerts (for activation process/queries/details, please click on the VAS link or call customer care (toll free)

Note:

Offer valid only on prepaid connection Offer valid till stock lasts Offer is not valid if the handset is bought without the offer SIM Recharge of Rs. 37/- will be the only recharge applicable for the first recharge on the offer SIM, after that the connection properties would be similar to standard Lifetime connection available Recharge with Rs. 10 in 30 days to enjoy extension of validity by another 30 days. For more information, call customer care All warranties/guarantees on handsets lie with the Handset manufacturers. For any handset related queries/problems, please contact the handset manufacturer for resolution. Aircel is not liable for any defect related to non performance of the handset
FRC 50 1.00 1.00 1.00 1.00 1.50 49

Composite Call Charges(Rs./min) Local call charges to Aircel to other mobile to landline STD call charges to Aircel to mobile

to landline SMS Charges Rs./ SMS Local National International ISD (Rs/min) America, UK, France, Cyprus, Asia and Australia Gulf, Africa, Rest of Europe, Ecuador, Philippines and SAARC Countries and Rest of the world Select Islands* INMARSAT

1.50 1.00 2.00 5.00 6.40 9.19 39.20 500.00

ROAMING

Postpaid - Roaming Roaming gives you the convenience of using your Aircel, even while you are away from Jammu Kashmir. Aircel has tied up with all leading cellular service providers in India and abroad. You can make and receive calls the same way anytime, anywhere as you do while you are in Jammu Kashmir. You can always stay in touch and will not miss any calls.

Aircel Pocket Internet

50

Aircel is offering to his subscribers a new product pocket internet on which they can downloads Wallpaper of their favorite stars', latest Polyphonic Ringtones, MP3 tones, True tones, Music Videos, Movie videos, Themes, Movie Themes and Mobile games only on Aircel pocket internet.

New Plans

51

New Plans
Composite Call Charges (Rs. / Min) Monthly Rental CLIP Free Airtime (month in Rs) Within Gp Calling (CUG) Plan 199 199 Free 75 (Local+STD) 0.10 Plan 299 299 Free 0 0.10 Plan 399 399 Plan 499 499 ARP 699 6 months** Free 0

Free Free 250 499 (Local+STD) (Local+STD) 0.10 0.10

Local & within J&K telecom circle to Aircel Mobile 0.50 0.25 0.25 1.00 to Other Mobile 0.50 0.50 0.50 1.00 to Landline 1.00 0.50 0.50 1.00 STD (Outside J&K telecom circle) to Aircel Mobile 1.00 1.00 1.00 1.00 to Other Mobile 1.50 1.20 1.00 1.00 to Landline 1.50 1.20 1.00 1.00 International Calls America, UK, France, Cyprus, 6.40 Asia and Australia Gulf, Africa, Rest of Europe, 9.19 Equador, Phillipines and SAARC Countries and Rest of the world Select Islands * 39.20 INMARSAT 500.00 Others CUG @ 10 paisa/min on minimum 3 connections SMS Local 1.00 National 2.00 International 5.00 **Advance Rental of Rs 699 for 6 months (Rs. / SMS) 0.50 1.00 5.00

0.50 0.50 1.00 1.00 1.50 1.50

Monthly Rental*** 1.00 2.00 5.00

0.50 1.00 5.00

1.00 1.00 5.00

***Monthly Rental of Rs 150 to be charged after 6 months till subscriber again agrees for ARP package (Tariffs remaining the same)
Entry Costs Activation Charges (Rs.) (Inclusive of service tax) Pulse in seconds Nil 60

52

Security Deposits (Rs.) Local Local+STD Local + STD + National Roaming Local + STD + ISD Local + STD + National Roaming + ISD Local + STD + ISD + NR + International Roaming * List of Select Islands Cuba Sao Tome and Principe Guinea Bissau Diego Garcia Nauru Solomon Island Vanuatu Cook Island Tuvalu Tokelau Island Norfolk Islands Sakhalin

Plans 199/299/399/499 500 500 500 1000 1500 3000 ISD Code 53 239 245 246 674 677 678 682 688 690 6723 74242

Plan 699 Nil Nil Nil 1000 1500 3000

Minutes of Usage 100 200 300 400 500 1000

As per TRAI format Plan 199 Plan 299 Plan 399 218 381 433 302 437 433 386 493 433 470 550 433 554 606 433 975 888 695

Plan 499 541 541 541 541 552 1084

ARP 699 210 294 378 462 546 966

Aircel to Local Aircel to STD * Split of Local Mobile is 45% for Aircel-Aircel calls & 14% for Aircel-Other Mobile calls

Above calculations are based on the following call patterns : Fixed Mobile (A-A) 20% 59%* 7% 14%**

** Split of STD Mobile is 7% for Aircel-Aircel calls & 7% for Aircel-Other Mobile calls

The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan.
53

Note: Rentals will be charged on a pro-rata basis. No advance rental will be charged. Minimum Group Size - 3 for CUG plans - which have an option of within group calling Terms & Conditions: Service Tax and Educational Cess on Service Tax will be charged extra as applicable

ADD ON PACK
STD1 Monthly Rental (Rs.) Benefit SMS Monthly Rental (Rs.) Benefit Plan Name ISD Topping Rental (Rs/month) Call Charges (Rs./Min) ISD (Malaysia & Singapore) ISD (UAE, Saudi Arabia, Bahrain, Qatar) ISD (Oman) ISD (Srilanka) ISD (China and South Korea) ISD (US/Canada except Alaska, Hawaii, Guam) ISD (US Others) ISD (UK Fixed) ISD (Bangladesh) ISD (Nepal) ISD to other locations

35 Make all STD Calls at Re 1 per minute

49 300 Local SMS free ISD Topping 29 Rs.29 3.50 7.50 8.50 6.00 4.50 2.00 6.00 4.00 4.00 8.50 As per existing rate ISD Topping 94 Rs.94 3.00 7.00 8.20 5.50 4.00 1.75 5.00 3.75 3.75 8.20

The call duration is measured with accuracy up to +/- 1 second as per TRAI Regulations. Call charges are calculated based on the call units which are calculated by dividing call duration by the pulse rate defined in the Tariff Plan.

54

VOICE STATION

Voice Station (Call 55500) Aircel 55500 service offers you a host of never before services - from music on your mobile to titbits about celebrities. All you need to do is call 55500 from your Aircel mobile and follow the simple instructions to enter a world of information and entertainment. The service recognises your voice and gives information based on the command given by you. Music Messaging and Ringtones Browse through the rich selection of music across the various categories and languages and listen to your favorites while on the go, also you can dedicate songs with a personal message to any Aircel number. You can download ringtones of these songs. We have wide collection of music based on occasions like birthdays, valentines, Rakhi, Diwali, Holi, New Year and song collections on Latest hits, Classic, Romantic Hits Prayers Perform pooja from your Aircel mobile. Listen to an exhaustive collection of devotional songs like Supbrapatham, Bhajans, Amman Songs, Gayathri & Gurbani. Astrology Service You can check your horoscope for the day, by entering your birth date. Astro info is updated every day. News Get the latest news updates. Information is available across Regional, State, National and International categories. Calls to 55500 services will be charged at Rs.6/min. Conditions Apply. Sports Get the latest news and information about the happening in the sports world, like live commentary, scores, schedules etc. Jokes

55

Smile with us by listening to the jokes. We have exhaustive collection which will make you burst in laughter for sure. Call rates Rs. 6/min.

Subscription Services

SUBSCRIPTION SERVICES

Service

Subscription Keyword

Send To 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000

Charges Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week 56

Alerts Twice a day

Time 10:30 & 16:40

News Headline + SUB NEWS Breaking News Cricket NEWS & SUB CRI SCORES Jokes Alert SUB JOKES SUB ASTRO Astro Pack <SUNSIGN> Stock Alert Though of the Day Alerts Mehfil-ETimepass/Shayari Love Express Beauty Tips Alerts Health Tips Alerts Receipe Tips Alerts Fun Unlimited Alerts SUB STOCK SUB THO SUB SHAYARI SUB LOVE SUB BTIP SUB HTIP SUB RTIP SUB FUN

Ball by Ball update 9:00 Once a Day Once a Day Thrice a Day Once a Day Twice A day Once a Day Once a Day Once a Day Once a Day Once a Day 13:30 13:00 10:15 & 13:00 & 17:00 9:30 13:00 & 14:55 11:15 & 14:00 13:45 17:30 15:20 10:00 & 14:45

Regional News Alerts Ayurvedic Tips Alerts Amazing Facts Alerts Numerlogy Alerts Guru Granth Sahib Alerts Geeta Shloakas Holy Bible Alerts Quran Alerts Ram Charit Manas Alerts Friendship Messages Alerts Career Guru Pack Fundoo Pack Super Sports Pack Word-a-Day Bihar News News - Bengal News - Kerela News - Kernataka News Maharashtra News - NCR News - North East News - Punjab News - Rajasthan News - TN News - UP News - Gujrat News - AP News - J&K Aduilt Jokes

SUB RNEWS SUB ATIP SUB AF SUM NUM1 TO NUM9 SUB GURU SUB Geeta SUB BIBLE SUB QUR SUB RAM SUB FRIENDS SUB CG SUB FNP SUB SSP SUB WORD SUB NEWSBH SUB NEWSBN SUB NEWSKER SUB NEWSKK

58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000

Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs.30/month Rs.30/month Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week

Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Twice a day Twice a day Twice a day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day Once a Day

14:50 7:30 12:30 13:45 7:00 6:40 6:40 8:45 8:45 14:00 10:00 & 14:00 11:00 & 16:00 10:00 & 15:00 9:35 11:40 11:40 11:40 11:40 11:40 11:40 11:40 11:40 11:40 11:40 11:40 11:40 11:40 12:40 10:00

SUB NEWSMAH 58000 SUB NEWSNCR SUB NEWSNE SUB NEWSPUN SUB NEWSRAJ SUB NEWSTN SUB NEWSUP SUB NEWSGJ SUB NEWSAP SUB NEWSJK SUB AJ 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000

To unsubscribe from any of the services please contact Aircel Customer Care. SMS Charges to 58000: Rs.3/SMS

MISSED CALL ALERTS

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Missed Call Alerts Want to know who called you when your mobile was switched off or out of coverage area? Just subscribe to the Aircel Missed Call Alerts service (MCA). There are two simple ways of doing it. Monthly subscription To register Dial *999*1# or send SMS MCA < space > R to 58999 (Toll free) Subscription Charge: Rs. 15/month. To Unregister Dial *999*2# or send SMS MCA < space > D to 58999 (Toll free) After subscribing to the monthly service, you will receive alerts on your mobile for all the missed calls at no extra cost. Pay as you use option You also have the option of not subscribing to the service. In this option you can get the missed call alerts for the every request you send. To get the details of missed calls, send SMS GET to 5899903 SMS Charges to 5899903: Rs. 3/SMS

DIALER TUNES

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Dialer Tunes Aircel introduces Dialer Tunes! Get rid of boring Tring Tring and make your callers listen to latest tunes. Dial 56565, Registration Rs.30/month, call Rs.6/min & Rs.15/song.. Song validity is for a period of 90 days.

LIVE ASTROLOGY

Live Astrology Astrology service on short code 55315 is a voice based LIVE SERVICE, where AIRCEL customers can call at Rs. 9/min and talk to formally trained & experienced ASTROLOGERS. Details of charges : Live Astrology service on 55315 Rs. 9/min (60 second pulse).

Doctor On call
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Doctor-on-call' provides access to quality medical advice from the comfort of your home/ office. Gets instant advice on medical/ health and wellness queries from a panel of doctors specializing in various fields. Details of charges : Doctor on Call service on 54887 Rs. 9/min (60 second pulse).

FINANCIAL PERFORMANCE OF THE COMPANY

Revenue for the Dishnet Wireless limited in India for year 2007- 2008

Quarter Oct.-Dec.(2010) Jan.-Mar.(2011) Apr.-June (2011) July-Sep. (2011) Oct.-Dec. (2011)

Revenue (In cr.) 488.18 Cr. 543.40 Cr. 588.75 Cr. 571.99 Cr. 617.18 Cr.

% Change over previous Quarter 6% 11.31 % 8.34 % - 2.85 % 7.90 %

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14% 12% 10% 8% 6% 4% 2% 0% -2% -4% % Change over previous -2.85% 6% 11.31% 8.34% Oct.-Dec.(2010) 488.18 Cr. Jan.-Mar.(2011) 543.40 Cr. Apr.-June (2011) 588.75 Cr. July-Sep. (2011) 571.99 Cr. Oct.-Dec. (2011) 617.18 Cr.

7.90%

From the table it is clear that aircel communication is regularly increasing their revenue quarter by quarter. From the figure it is clear that the company increased their revenue in first quarter of year 2011 by 11.31 % as compared to previous quarter in year 2010. in the second quarter of 2011, the company increased the revenue by 8.34 % as compared to previous quarter. But in third quarter of year 2011, the company revenue falls down by 2.85% as compared to previous quarter. At the end of year the company came back with highest revenue of the year 2011 in four quarter with the increase of 7.90% as compared to third quarter of the year. The company is regularly performing well by increasing revenue and no. of subscribers in the country. Now the company has 18 million subscribers in the country.

Revenue for the Dishnet Wireless limited in J&K for year 2010- 2011

Quarter Oct.-Dec.(2010) Jan.-Mar.(2011) Apr.-June (2011) July-Sep. (2011) Oct.-Dec. (2011)

Revenue (In cr.) 13.29 Cr. 16.83 Cr. 18.42 Cr. 20.21 Cr. 29.30 Cr.

% Change over previous Quarter 8.71% 27 % 9.45% 9.74% 44.98%

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44.98% 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00% % Change over previous 8.71% 9.74% 9.45% 27% Oct.-Dec.(2010) 13.29 Cr. Jan.-Mar.(2011) 16.83 Cr. Apr.-June (2011) 18.42 Cr. July-Sep. (2011) 20.21 Cr. Oct.-Dec. (2011) 29.30 Cr.

From the table it is clear that aircel communication is regularly increasing their revenue in J&K. From the figure it is clear that the company increased their revenue in first quarter of year 2011 by 27 % as compared to previous quarter in year 2010. In the second quarter of 2011, the company increased the revenue by 9.45 % as compared to previous quarter. In third quarter of year 2011, the company revenue increased by 9.74 % as compared to previous quarter. At the end of year the company got the highest revenue of the year 2011 in four quarter with the increase of 44.98 % as compared to third quarter of the year. The company is regularly performing well by increasing revenue and no. of subscribers in J&K and also in the country.

FUTURE PROSPECTS/ PLANS OF DISHNET WIRELESS LIMITED

With over 16 million customers in the country, Aircel, the fastest growing telecom company in India, has revved up plans to become a full-fledged national operator by end of 2012. Aircel communication would expand its operations in various states in India:-

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Punjab Haryana Rajasthan Gujarat Madhya Pradesh Maharashtra Karnataka Kerla Andhra Pradesh Uttar Pradesh

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CHAPTER 3
OBJECTIVES OF THE STUDY:Good better best, never let it rest till your good is better and your better is best. The objectives of the study are as follows: To study and analyze the consumer perception regarding the pocket internet in Aircel communication. To study the factors that plays the most important role in a consumers choice of buying internet connection. To study the impact of advertisement on consumer choice of buying internet connection. To study the consumer satisfaction level regarding the pocket internet of aircel communication. To study about the Value added services (VAS) of Aircel communication.

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CHAPTER 4
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY The present work bears at its every stage the signs of systematic procedures followed to generate the desired results. The process of research started with questionnaire formation, data collection and going step by step analyzing that data to reach the stage where it could be used to suggest regarding Customer Insight about super value vouchers in Jammu Telecom Circle. As per websters 20th century dictionary,research is defined as a careful patient,deligent enquiry or examination in some field of knowledge undertaken to establish facts or principles. The methodology consists of the following steps: 1. Defining the problem 2. Formulation of hypothesis 3. Collecting the facts data 4. Analysis of the data 5. Conclusion and solution Research Design: Research design is the plan, structure and strategy of investigation conceived so as to obtain answers to research can be called fact oriented; it may be defining hypothesis, It may suggest new opportunities, such that we had carried exploratory research that covers the survey of individuals with interview. Preparation of research design Decision regarding what ,where,when,how much by what means connecting an enquiry or a research study constitute a research study constitute a research design .It constitutes the blue print for the collection measurement and analysis of the data. Research design encompasses the following: -Data collection -type of research design, -research tools Data collection: After the research problem in marketing has been identified and selected , the next steps is to gather the requisite data.At this stage ,there is much temptation among the researchers to organize the field
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survey yo collect the data. While a field survey may be necessary for data collection, it should be resorted to only when all other sources of data collection have been exhausted. Data collection includes primary and secondary data. Primary Data: Primary data consists of the information that is collected from actual market about real facts and figures related to current marketing environment. Marketing research has a choice of two main research instruments in collecting the primary data. Data that originate within the firm for which the research is being conducted are internal data if they were collected for some other purposes,they are internal secondary data.they may be formal data or informal data. Formal data are available on a regularly scheduled basis, such as monthly ,quarterly or annually in a form that allows comparison through time. Informal data report basic marketing knowledge and are available on a nonrecurring basis.Internal secondary data are not systematically collected. They are not readily available to be used in the original form for research purpose. External Secondary Data The second form of secondary data are external secondary which are generally published and are available in different forms and different sources.Although external secondary data may be obtained from different sources,some of them are given below: Libraries Literature Periodicals Trade associations Government departments 1. Population: Determine who can provide the required information. Entire population of Jammu which includes retailer only. 2. Sampling unit: Determine the basis for drawing the sample. Retailers in Jammu region who deals in airtel. 3. Samplying: Determine how the sample will be selected. Random samplifiying for customers based on the specific procedures. 4. Sample size: Determine how many population members are to be included in the sample. Sample size is 500 app. 5. Sample plan: Develop a method for selecting the sample members. Data collection approach 1. Secondary research Internal data generated :-information given by company related to products, price in Jammu. 2. Survey research:- systematic collection of information directaly from respondents.
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Data collection technique:Questionnare A formulised instruments for asking information directly from a respondant consumer behavior ,demographic characteristic, level of knowledge attitudes, beliefs ,feelings. Questionnare type formal structure direct Personal interview or face to face interview

DATA COLLECTION
Research has collected necessary information to fulfill this report through primary data and secondary data. Primary Data:The primary data are those, which are collected afresh and for the first time, and thus happen to be original in character. There are several methods of collecting primary data, particularly in surveys and descriptive researches. To collect primary data a questionnaire was made with the discussion with Zonal sales manager (Mr. Milan) and Area sales manager (Mr.Sharad). This data has been collected from the field work i.e. approaching the customers through the questionnaire. The questionnaires were filled by the respondents. Field Work for Primary Data: - The actual fields work as preceded by market study in different areas in Jammu city. The data has been also collected from the distributors and retailers of Aircel communication.

Secondary Data: - The secondary data are those which have already been collected by someone else and which have already been passed through the statistical process. In case of secondary data the nature of data collection work is merely that of compilation.

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Secondary data includes history of company. It also includes journal and books on the topic under study. To get information about industry and company, many web sites were also visited. To get the secondary data our primarily focused on:History of Aircel Communication. Products and services of Aircel Communication. Overview of the telecom industry. Theories of the consumer behavior. Major players in the market.

TOOLS OF ANALYSIS:Data collected would be analyzed by method of percentages To analyze the data obtained with the help questionnaire following tools would be used: Percentage, Graphs and Pie-Charts.

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CHAPTER 5

DATA ANALYSIS
Q: 1 Age

40% people of the sample size are from the age group 25-35 who have not recharged their connection from the last 6 months and people of the age group 15-25 form 29% of data.

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Q: 2 Sex

Out of 230 sample size 22 are female and 208 are male so male have taken the major portion of the data that form 90% of the total sample size.

Q: 3 Occupation
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 Student Govt. employees Self Employed Retired Person Others

71

Q: 4 Present Connection
Aircel Airtel BSNL Reliance Vodafone Idea Tata Indicom

72

Q: 5 If present connection is also Aircel what was the reasons for change?
Number change Post to Prepaid migrations New scheme with new Aircel connection Multiple SIM user Any other reason pl. specify

73

Q: 6 Connections in use

74

Q: 7 Reasons for change

Q: 8 Which value added service are you using? Pocket internet

75

 Caller tunes On demand music Others None

76

Q: 9 What is the quality of connectivity of your present connection? Bad Satisfactory Good Excellent

77

Q: 10 Quality of customer care service.

Bad Satisfactory Good

Excellent.

78

Q: 11 How much is your monthly expenditure on mobile phone?

0-100 100-300 300-500 500-800 Above 800

79

Q: 12 Maximum spending on
Local calls STD calls ISD calls

80

CHAPTER 6 LIMITATIONS OF THE STUDY

LIMITATIONS OF THE STUDY:81

Although full efforts have been made in this study, still because of following limitations a more detailed research is required to reach to the effective conclusion.

The element of personal because cannot be avoided.

Senior officers of the company were very busy in their routine schedules and so it was very difficult to get the information regarding the organization. The project has been done only in Jammu region, therefore the result show the market position only in Jammu.
Respondents may not have been true in answering various questions and may biased in

however not willing to share their views.answering some questions. Some respondents were

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CHAPTER 7 CONCLUSION

Aircel has created a brand name in the field of Telecommunication with a span of a few

years.

Jammuites being price sensitive demand value for money, hence quality of network and price remain important parameter while buying a mobile connection.

Since Aircel is already a brand image in the field of telecommunication, so due to greater

awareness and better brand image, more and more customers are willing to buy Aircel.

The respondents differ in their perception about Aircel. In this sector, there is a neck to

neck competition between Aircel, BSNL and Airtel, but still respondents rated Aircel as best on all parameters.

The services of the FOS in some areas are not satisfactory and retailers complain of inadequate recharge coupon and delay of Lapu Recharges. The customers are not happy with the activation of SIMs and insufficiency in the services provided by the retailers.
Many of the retailers are not provided with Flex boards and banners and so meager

customers knowing about the services provided by the retailers leading to decrease in their sales.
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CHAPTER 7 RECOMMENDATIONS

Service Quality Improvement

Aircel needs to employ more qualified and experienced customer care executives to understand the needs and problems of the customers and take effective measures to solve them. Aircel should also increase the number of customer care staff to solve the problem of congestion in the customer care lines. Aircel should also work towards providing recharge facilities and outlets in rural and far flung areas by making the distribution channel more effective. The Reactivation process can also be made simple by sending Aircel men to the door step of customrs who are willing to reactivate their connections and collecting documents and other formalities personally.

Improving Network and Connectivity

A detailed survey should be conducted by Aircel to find out the areas with bad network quality and connectivity should be improved by constructing or sharing new towers. Aircel needs to focus on areas such as Akhnoor road, RS Pura, Sarore, Trikuta Nagar, and low lying areas within the city where customers are moving out of Aircel due to bad network. Customers are facing bad connectivity problem in Srinagar and Leh as a result of which businessmen and some Government employees are moving out of Aircel and are opting for BSNL. Aircel should make arrangements for better network in these areas.

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Improving Schemes and Packs

Aircel should seriously consider coming up with lower A to A call rates or extend its night free call pack to day also as it is the demand of the market and the service is already being provided by other players like Vodafone, Reliance ,Tata Indicom and Idea. Aircel can also work towards bringing a unlimited SMS pack to woo its younger customers. Customers are also looking forward to a more flexible internet pack, for example, a internet pack of Rs 30 with seven days validity and unlimited usage. A free A2A STD pack can also be launched by Aircel on lines of the Rs 500 pack provided by Tata Indicom. Launching a Close User Group pack is also a good option. A pack can be launched wherein 3-5 users can become members of a CUG group by paying a certain amount which each member has to pay.

Improving Pocket Internet

Measures need to be taken to improve the pocket internet service which has problems like bad connectivity and speed, and slow downloading etc. Aircel should also promote its INQ mobile by setting up canopies to display the device to potential customers.

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CHAPTER 8 BIBLIOGRAPHY
Books
C.R .Kothari Research Methodology Dr. Sontakki C.N Marketing management. L.M Prasad Fundamental Of Market Research Philip Kotler Marketing management.

Websites
www.aircel.co.in www.Aircelbusinesssolution.comhttp://www.newstrolls.com/news/dev/CJ/100899.htm www.coai.in www.indianexpress.com/res/web/pIe/ie/daily.htm www.siliconindia.com/magazine/prnt.php.htm www.telecompaper.com www.wirelessfederation.com/news www.google.com

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APPENDIX
QUESTIONNAIRE
Socio-Demographic Factors:
1) Name:___________________________________________ 2) Sex:

Male

Female

3) Age: ________15-25 _______25-35 ______above 35 years.

4) Occupation Student Govt. employees Self Employed Retired Person Others

5) Region..

6) Location

Questions asked: 1. Present connection Aircel Airtel BSNL Reliance Vodafone

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Idea Tata Indicom

2. If present connection is also Aircel what was the reasons for change? Number change Post to Prepaid migrations New scheme with new Aircel connection Multiple SIM user Any other reason pl. specify

3. Do you use more than one connection? Yes No

4. In last six months have you used Aircel? Yes No

5. If yes reasons for changing from Aircel Bad network Costly Bad schemes friend circle ..

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6. Specific reasons for changing the connection? . .

7. Which value added service are you using? Pocket internet Caller tunes On demand music Others None

8. What is the quality of connectivity of your present connection? Bad Satisfactory Good Excellent

9. What one product/service from Aircel would make you start using the service again of Aircel? . .

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10. Quality of customer care service. Bad Satisfactory Good Excellent.

11. How much is your monthly expenditure on mobile phone?

0-100 100-300 300-500 500-800 Above 800

12. Maximum spending on Local calls STD calls ISD calls

..

90

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