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A

RESEARCH PROJECT
ON
CONSUMER BEHAVIOUR REGARDING
TELECOM SERVICE PROVIDERS IN INDIA

A report submitted to Punjab Technical


University for the partial fulfillment the
degree of Master of Business Administration

UNDER GUIDANCE
SUBMITTED BY
Mrs. Priya Arora
Varun Raina
(Senior Lecturer) Roll
No. 94982265422
BBA (4th
SEM)
PREFACE
Executive financing is critical to success of every organization
whether small or large. BBA students of PUNJAB TECHNICAL
UNIVERSITY are required to undergo a research project practical
training as an integral part of the curriculum. The objective is to
develop ability to apply multidisciplinary concepts, tools and
techniques to solve organizational problems.

The main objective of the research project is to expose the


business management students to various financial areas of
management. Any professional degree remains incomplete
without practical exposure. The students are required to develop
deep into the intricacies of the financing related activities.

The training involves innovative pedagogy and through it


preparing young prospective business managers for the new
millennium. Learning is like eating food. It is not how much one
eats that matters, what counts are how much you digest.
Knowledge is potential power wisdom is real power. Knowledge
becomes poor only when it is acted upon.
VARUN RAINA

ACKNOWLEDGEMENTS

At the very onset, I wish to express my deep gratitude to my


project guide Mrs. Priya Arora, Punjab Institute Of Management
And Technology without whose guidance, support and
encouragement, I would have not been able to complete the
project report titled CONSUMER BEHAVIOUR REGARDING
TELECOM SERVICE PROVIDERS IN INDIA

Also my sincere thanks to all the respondents who has provided


me all the helps which is required to me and their co-operation in
sharing unbiased views and feedback which helped to collect
concrete data. I also want to thanks to all my friends who have
provided me a constant encouragement and inspiration for the
successful competition of this research work.

At last, I would express my sincere gratitude to all the persons who have provided
valuable assistance for the completion of this research work.
DECLARATION

I declare that the project entitled CONSUMER BEHAVIOUR


REGARDING TELECOM SERVICE PROVIDERS IN INDIA submitted
by me on partial fulfillment of the requirement for the award of
degree of Master of Business Administration, is a my original
piece of survey work conducted and no part of this project has
been submitted by any other degree.

DATE:

PLACE:
VARUN RAINA
CERTIFICATE

This is to certify that the project entitled CONSUMER


BEHAVIOUR REGARDING TELECOM SERVICE PROVIDERS IN
INDIA submitted by VARUN RAINA on partial fulfillment of the
requirement for the award of degree of Master of Business
Administration, is a bonafied piece of survey work conducted
under my supervision and guidance and no part of this project has
been submitted by any other degree.
Date: Project
Guide
Place:
Mrs. Priya Arora
(Seni
or Lecturer)

CONTENTS

CHAPTER TOPICS PAGE


NO. NO

OBJECTIVES 1

SIGNIFICANCE OF THE STUDY 2

1 INTRODUCTION 3-14

2 COMPANIES PROFILE 15-28

3 REVIEW OF LITERTURE 29

4 RESEARCH METHODOLOGY 30-31


5 DATA ANALYSIS AND 32-46
INTERPRETATIONS

6 FINDINGS AND SIGGESTIONS 47-48

7 CONCLUSION AND LIMITATIONS OF 49-50


THE STUDY

BIBLIOGRAPHY 51

52-55
ANNEXURE

CHAPTER-1
INTRODUCTION

CONSUMER PREFERENCE
In microeconomics, preference of consumers and other entities are modeled
with preference relations. Completeness is more philosophically
questionable. However, preference can be interpreted as a hypothetical
choice that could be made rather than a conscious state of mind. In this
case, completeness amounts to an assumption that the consumer can
always make up their mind whether they are indifferent or prefer one option
when presented with any pair of options.

Consumer preferences
The underlying foundation of demand, therefore, is a model of how
consumers behave. The individual consumer has a set of preferences and
values whose determinations are outside the realm of economics. They are
no doubt dependent upon culture, education, and individual tastes, among a
plethora of other factors. The measure of these values in this model for a
particular good is in terms of the real opportunity cost to the consumer who
purchases and consumes the good. If an individual purchases a particular
good, then the opportunity cost of that purchase is the forgone goods the
consumer could have bought instead.

We develop a model in which we map or graphically derive consumer


preferences. These are measured in terms of the level of satisfaction the
consumer obtains from consuming various combinations or bundles of goods.
The consumers objective is to choose the bundle of goods that provides the
greatest level of satisfaction as they the consumer define it.

But consumers are very much constrained in their choices. These


constraints are defined by the consumers income, and the prices the
consumer pays for the goods. We will formally present the model of
consumer choice. As we go along, we will establish a vocabulary in order to
explain the model. Development of the model will be in three stages. After a
formal statement of the consumers objectives, we will map the consumers
preferences. Secondly, we present the consumers budget constraint; and
lastly, combine the two in order to examine the consumers choices of goods.

Before a new product can be made, or an existing one varied, someone


must have the idea of doing so. Since market research as a business activity
is conducted and paid for by firms, the investigation of consumer wants and
preferences is fairly well defined by the spheres of interest that exist within
the firm. There is little point in asking the public the open-end questions,
"What do you need, or want? What shall we make?" The consensus appears
to be that consumers themselves scarcely ever originate new product ideas,
that development of a specific product represents the functioning of
creativity in business, and that such creativity may be found among
technical research, production engineering, market research, or sales staff,
all of whom have been responsible for one idea or another.
Considering the magnitude of choice that confronts the American
public, it is easy to understand why this is true. Any household consumer is
likely to deal in a far greater variety of products and purchases than any firm,
and any consumer's suggestions for new items cover a broader field than
that of any business interest. The firm is oriented to production and
marketing; the consumer, to his own needs and to an unlimited range of
alternatives.
One acceptable alternative, for consumers, might conceivably be for
drug companies to develop a toughening agent for feet so that shoes are no
longer needed for protection, and then for the world of fashion to insist that
bare feet are the epitome of style. Thus, consumers' suggestions rarely
furnish new product ideas, either because consumers are inarticulate about
their own needs, or because they lack the technical competence to specify
feasible alternatives.

CUSTOMER SATISFACTION

Customer satisfaction business term is a measure of how products


and services supplied by a company meet or surpass customer expectation.
It is seen as a key performance indicator within business and is part of the
four perspectives of a Balanced Scorecard. In a competitive marketplace
where businesses compete for customers, customer satisfaction is seen as a
key differentiator and increasingly has become a key element of business
strategy.
Satisfaction is a persons feeling of pleasure and disappointment
resulting from comparing a products perceived performance in relation to
his or her expectations. It is only the customer delight that marketer aims
for. Increasing competition (whether for-profit or nonprofit) is forcing
businesses to pay much more attention to satisfying customers. (It may help
the reader to notice the role of customer satisfaction in the overall context of
product or service development and management. See Product/ Service
Management. Also notice the Related Info (including customer service) in
the library.

Measuring customer satisfaction


Organizations are increasingly interested in retaining existing
customers while targeting non-customers; measuring customer satisfaction
provides an indication of how successful the organization is at providing
products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the
actual manifestation of the state of satisfaction will vary from person to
person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate.
The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can
compare the organization's products.
Because satisfaction is basically a psychological state, care should be
taken in the effort of quantitative measurement, although a large quantity of
research in this area has recently been developed. Work done by Berry,
Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence
satisfaction behavior, further expanded by Berry in 2002 and known as the
ten domains of satisfaction. These ten domains of satisfaction include:
Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the
Customer and Innovation. These factors are emphasized for continuous
improvement and organizational change measurement and are most often
utilized to develop the architecture for satisfaction measurement as an
integrated model. The usual measures of customer satisfaction involve a
survey with a set of statements using a Likert Technique or scale. The
customer is asked to evaluate each statement and in term of their perception
and expectation the of the performance of the organisation being measured.
Customer Satisfaction a Critical Component of
Profitability
Exceptional customer service results in greater customer retention,
which in turn results in higher profitability. Customer loyalty is a major
contributor to sustainable profit growth. To achieve success, you must make
superior service second nature of your organization. A seamless integration
of all components in the service-profit chain employee satisfaction, value
creation, customer satisfaction, customer loyalty, and profit and growth
links all the critical dynamics of top customer service.

Sadly, mature companies often forget or forsake the thing that made
them successful in the first place: a customer-centric business model. They
lose focus on the customer and start focusing on the bottom line and
quarterly results. They look for ways to cut costs or increase revenues, often
at the expense of the customer.

They forget that satisfying customer needs and continuous value


innovation is the only path to sustainable growth. This creates opportunities
for new, smaller companies to emulate and improve upon what made their
bigger competitors successful in the first place and steal their customers.

INDIAN TELECOMMUNICATION
INDUSTRY

The Indian telecommunications has been zooming up the growth curve


at a feverish pace, emerging as one of the key sectors responsible for India's
resurgent economic growth. India has surpassed US to become the second
largest wireless network in the world with a subscriber base of over 760
million in April, 2011according to the Telecom Regulatory Authority of India
(TRAI).
India's telecom sector has shown massive upsurge in the recent years
in all respects of industrial growth. From the status of state monopoly with
very limited growth, it has grown in to the level of an industry. Telephone,
whether fixed landline or mobile, is an essential necessity for the people of
India. This changing phase was possible with the economic development that
followed the process of structuring the economy in the capitalistic pattern.
Removal of restrictions on foreign capital investment and industrial de-
licensing resulted in fast growth of this sector. At present the country's
telecom industry has achieved a growth rate of 14 per cent. Till 2000, though
cellular phone companies were present, fixed landlines were popular in most
parts of the country, with government of India setting up the Telecom
Regulatory Authority of India, and measures to allow new players country,
the featured products in the segment came in to prominence. Today the
industry offers services such as fixed landlines, WLL, GSM mobiles, CDMA
and IP services to customers. Increasing competition among players allowed
the prices drastically down by making the mobile facility accessible to the
urban middle class population, and to a great extends in the rural areas.
Even for small shopkeepers and factory workers a phone connection is not an
unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti
Teleservices, Vodafone, BPL, Tata, Idea, etc. With the growth of telecom
services, telecom equipment and accessories manufacturing has also grown
in a big way. 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 year 2009 saw India achieving significant distinctions:


1 Having the world's lowest call rates 2-3 US cents

2 The fastest growth in the number of subscribers 15.31 million in 4 months

3 The fastest sale of million mobile phones in a week

4 The world's cheapest mobile handset US$ 17.2

5 The world's most affordable color phone US$ 27.42

6 Largest sale of mobile handsets in the third quarter

Indian telecom market is currently the most attractive telecom market with a
lot of interest being shown by foreign players. The country was divided into
23 circles when the mobile phones were introduced in the country. Now DOT
recognizes Chennai as part of TN. Separate licenses were given out for each
of the circles in 1994. The circles were classified as Metros, A,

B or C depending upon the revenue potential for the circle with Metros & A
circles expected to have the highest potential. The following table lists the
current wireless penetration by Metro.

India is the now the second largest market in terms of mobile


subscriber base after China but still it is at 32% teledensity and adding 10-12
million new subscribers every month. Indian market is not only the most
attractive but also the most competitive with over 7 operators in each circle
and another five new operators likely to start operations in the near future.
Nowhere in the world does any country have so many carriers. The dominant
players are Airtel, Reliance, Vodafone, BSNL (state owned), Idea and Tata.
Reliance and Tata offer CDMA technology while all the other players are in
the GSM space. GSM has a 75% share of subscribers and now even Reliance
and Tata have either launched or in the process of launching nation-wide
GSM services. Apart from the current players, there are several new players
like Aircel, Unitech-Telenor, Shyam-Siestema, Etisalat that have got the
license and spectrum to launch mobile services in several telecom circles.
Shyam-Siestema is the only player to launch CDMA services while all the new
operators are in the lucrative GSM space. The adjoining figure gives the
market shares of the operators in India. It is a fragmented market with the
biggest operator (Airtel) garnering only 24% share.

India is a predominantly prepaid market (93% of all subscribers are on


prepaid) with low ARPU and high minutes of usage(MoU).The GSM ARPU is Rs
220 (~ USD 4.6) per month with a usage of 496 minutes per month in the
quarter ending Dec, 2010. Similarly, CDMA ARPU stood at Rs 111 with a
usage of 370 minutes per month. There is a wide disparity in the rural and
urban teledensity with rural teledensity at 31.18% vs. urban teledensity of
around 147.88%.

Regulatory has played a big role in development of Indian telecom


market by brining in the competition at the right time and by removing
bottlenecks. However, there are a few pending issues that still need to be
resolved like the 3G spectrum auction and allocation, Mobile Number
Portability and 2G spectrum allocation policy. Given the low tele density in
the country, the subscriber base is expected to grow at a brisk pace.
Government expects the mobile base to cross 800 million by 2012 and most
of the new additions are expected to come from rural areas where the mobile
penetration is still low. (All the data is sourced from COAI, AUSPI and TRAI
which are the leading industry associations and regulatory bodies and of
course other secondary research)
India has an urban population of about 26.8% and rural
population is about 73.2% and there are over 600,000 villages in India.
But a vast section of the rural sector is still cut off from the benefits of
telecom services. The rural population of around 700 million is waiting for its
share of economic growth. Initially the big telephone companies focused only
on urban centers, which they felt were more profitable. However, this
mindset is gradually changing with the realization that there is equal, if not
bigger money in rural areas.

It is estimated that a one per cent increase in rural connectivity can


generate 0.5 per cent economic growth. Thus a well-planned 10 per cent
increase in rural connectivity can propel India into double-digit growth and
unprecedented prosperity.

Rural India possesses enormous potential in terms of economy and


human resources. Recent experiments have confirmed that ICT (information
and communication technology) helps improve the timeliness and efficiency
of rural farm operations and enhance income through producer-oriented
markets. Hence the communication ministry has requested the finance
ministry for higher allocations from the USO Fund for executing rural
telephony network. The finance ministry has made a budgetary allocation of
15 billion from the USO Fund. The rural telephony targets include, providing
50 million telephones by 2007(i.e. one phone per three rural households) and
80 million by 2010 (i.e. one phone per two rural households) and provisioning
mobile access to all villages with population more that 5,000 by 2006 and
more than 1,000 by 2007.The Government is confident that the Bharat
Nirman Programme target of providing coverage to remaining 41,000
villages would be met by March 2007 which will be much earlier than a
schedule of November 2007[6].

India plans to establish 0.25 million, village knowledge centers. The


ICT industry can establish rural call centers modeled on the Kisan Call Centre
established by the Ministry of Agriculture to provide domain knowledge in
the services, agriculture and manufacturing sectors. This spread will increase
the volume of users and automatically bring down bandwidth cost, with a
spiraling effect on efficiency and economy. Advanced telecom services are no
longer considered a luxury but a necessity for all. Thus, providing telecom
services to every individual in a country like India is a huge challenge, and at
the same time holds immense opportunities for those in the telecom
industry.

Value Added Services Market


India's runaway success in mobile telephony has also given a boost to
the mobile value added services (MVAS) market. According to a study by
Stanford University and consulting firm BDA, the Indian MVAS is poised to
touch US$ 926.3 million in 2008 and is likely to grow at a CAGR of 44 per
cent to US$ 2.74 billion by 2010.
Echoing similar sentiments, research firm Gartner estimates data
services to account for 22 per cent of the total revenues by 2010 from 12 per
cent in 2008. Significantly, India's share in Asia-Pacific (excluding Japan) data
revenue is estimated to almost double from about 6 per cent in 2007 to 11.5
percent by 2011.

Government Initiatives
The Government has taken many proactive initiatives which has provided
a framework for the rapid growth of the telecom industry.
Opening the industry for private sector participation.
100 per cent FDI is permitted in telecom equipment manufacturing
through the automatic route.

FDI ceiling in telecom services has been raised to 74 per cent.

Establishment of an independent regulator - the Telecom Regulatory


Authority of India (TRAI)-for the telecom sector.

Introduction of a Unified access licensing regime for telecom services


on a pan-India basis.

Implementation of New Telecom Policy (NTP'99).

Introduction of Calling Party Pay (CPP) regime and lowering of access


deficit coupled with introduction of revenue share regime in ADC.

Introduction of Mobile Number Portability in a phased manner, starting


with the fourth quarter of 2008.

Allowing service providers to share active infrastructure.

Indias telecom market has grown rapidly in the last few


years
GSM IN INDIA -A BURGEONING MARKET:-
The GSM subscriber base in India is expected to reach about 35 million by
the end of 2009. Indian GSM service providers are presently operating in
over 70 networks covering almost 2000 cities and towns and thousands of
villages, serving over 26 million subscribers.
Vibrant and competitive telecom market :-

Subscribers Jul
Company Presence Share (%)
10 (mn)
Fixed Mobile Fixed Mobile
Government owned. Has
ramped up GSM services.
BSNL 37.4 17.7 74.7% 19.6%
National presence (except
MuBBAi and Delhi)
Government owned. Operates
MTNL 3.8 2.0 7.7% 2.3%
in Delhi and MuBBAi.
Integrated operator, with
Bharti presence in all sectors. Largest1.4 19.6 2.7% 21.7%
mobile services provider.
Integrated operator. Plans
expansion of GSM network
Reliance 3.0 17.3 6.0% 19.2%
apart from being the largest
private CDMA operators.
Pure play GSM operator in 11
15.4 17.0%
Vodafone circles.
Pure play GSM operator in 6
IDEA 7.4 8.2%
circles
Integrated operator (along
Tata with VSNL) with presence in all
4.0 4.9 8.0% 5.4%
Teleservices segments. Provides CDMA
services in 20 circles
Operates in 2 circles.
Announced Plans to expand
Aircel 2.6 2.9%
GSM footprint in North and
North east
Pure play GSM player in 2
Spice 1.9 2.1%
circles
Others 0.4 1.4
Total 50 90

THE ROAD AHEAD


The target for the 11th Plan period (2007-12) is 600
million phone connections with an investment of US$ 73 billion. Apart from
the basic telephone service, there is an enormous potential for various value-
added services. In fact, the real potential for telecom service growth is still
lying untapped. According to the CII Ernst & Young report titled 'India 2012:
Telecom growth continues', revenue from India's telecom services industry is
projected to reach US$ 54 billion in 2012, as against US$ 31 billion in 2008.
Source: COAI
CHAPTER-2

COMPANY
PROFILE

INTRODUCTION

Bharti Airtel is one of Asias leading providers of telecommunication services


with presence in all the 22 licensed jurisdictions (also known as Telecom
Circles) in India, in Srilanka and in South Africa. They served an aggregate of
105,195,762 customers as of June 30, 2010; of whom 102,367,881 subscribe
to their GSM services and 2,827,881 use Telemedia Services either for voice
and/or broadband access delivered through DSL.
They also offer an integrated suite of telecom solutions to their
enterprise customers, in addition to providing long distance connectivity
both nationally and internationally. They have launched DTH and IPTV
Services also. All these services are rendered under a unified brand
Airtel.
The company also deploys, owns and manages passive infrastructure
pertaining to Telecom operations under its subsidiary Bharti Infratel
Limited. Bharti Infratel owns 42% of Indus towers limited.
Bharti Infratel and Indus Towers are the two top providers of passive
infrastructure services in India.
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises.
Airtel comes to you from Bharti Airtel Limited, Indias largest integrated
and the first private telecom services provider with a footprint in all the
23 telecom circles.
Bharti Airtel is structured into three strategic business units - Mobile
services, Telemedia services and Enterprise services.
The mobile business provides mobile & fixed wireless services using GSM
technology.
Airtel was voted as the Best Cellular Service in the country for four
consecutive years.

Type:
The Stock Exchange, MuBBAi (BSE) the National Stock Exchange of
India Limited (NSE).
Founded 1985

Headquarters New Delhi, India

Key people Sunil Mittal

Industry Telecom

Products Mobile and Fixed-Line Telecommunication


operator, Airtel
DTH
Revenue $6 Billion

Slogan Express Yourself

Website www.airtel.in

Brand ABBAssador
Shahrukh Khan, Karina Kapoor, Sachin Tendulkar, A.R.Rahman,
Saifali Khan, Madhvan, Vidhya Balan, Anandi (Avika guar) Balika vadhu.
Shares in Issue:
1,898,373,280 as at June 30, 2009

Company Vision:
By 2012 Airtel will be the most admired brand in India.
Loved by more customers.
Targeted by top talent.
Benchmarked by more businesses.

Leading Competitors- VODAFONE, IDEA, BSNL, RELIANCE, TATA,


AIRCEL
We at Airtel always think in fresh and innovative ways about the
needs of our customers and how we want them to feel. We deliver
what we promise and go out of our way to delight the customer with

a little bit more


Idea Cellular is a wireless telephony company operating in all the 22
telecom circles in India. It initially started in 1995 as a joint venture among
the Tatas Aditya Birla Group and AT&T by merging "'Wings Cellular'"
operating in Madhya Pradesh, Uttar Pradesh (UP) West, Rajasthan and Tata
Cellular as well as Birla AT&T Communications.
Initially having a very limited footprint in the GSM arena, the
acquisition of Escotel in 2004 gave Idea a truly pan-India presence covering
Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chhattisgarh,
Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan, Delhi (inclusive of
NCR) and West Bengal.
The company has its retail outlets under the "Idea n' U" banner. The
company has also been the first to offer flexible tariff plans for prepaid
customers. It also offers GPRS services in urban areas. Idea Cellular won the
GSM Association Award for "Best Billing and Customer Care Solution" for 2
consecutive years.

Type Spice: Public, Listed on BSE


Idea: Subsidiary
Founded
Spice: 1997
Idea: 1995
Headquarters
Spice: Mohali, India
Idea: Indore, Delhi, Pune, India.

Key people
Spice: Dilip Modi
Idea: Chairman: Kumar Mangalam Birla ; MD: Sanjeev Aga
Industry Telecom
Products Mobile operator
Slogan
Spice: Spice Hai toh life hai (If there's Spice then there's Life.)
Idea: An! Idea can change your life.
Website
Spice: Spice Telecom;
Idea: www.ideacellular.com
Brand ABBAssador Abhishek Bachan.

BRAND INFORMATION
The brand Idea

It is almost impossible to disintegrate brand Idea from the corporate Idea.


Brand values are the company values and vise versa.

Brand Vision: It goes without saying that the brand vision of idea mirrors
the companys vision. The brand mission statement is...... To be the most
customer-focused mobile service brand, continuously innovating to help
liberate our customers from the shackles of time & space.

IDEA - Brand Values

Innovate . Stimulate . Liberate ....


It is these brand values, which have made us a formidable player in the
telecom industry. Innovations that stimulate the customer and liberate him
from the shackles of time and space are the core of our brand. This is what
we strive for. Nothing more, nothing less, nothing else.

IDEA - Brand Mission

The India footprint Idea


Anywhere connectivity - bringing India closer.

The Technology Advantage Idea


Tomorrow's technology to enrich today.

The Customer Focus Idea


Make a single interaction a lasting relationship.

The Employee Focus Idea


Nurture the roots that nurture our ideas.

Promoters

The Aditya Birla Group is India's first truly multinational corporation. Global in
vision, rooted in Indian values, the Group is driven by a performance ethic
pegged on value creation for its multiple stakeholders. Its 66 state-of-the-art
manufacturing units and sectoral services span India, Thailand, Indonesia,
Malaysia, Philippines, Egypt, Canada, Australia and China.
A US$ 6.7 billion conglomerate, with a market capitalization of US$ 7
billion, it is anchored by an extraordinary force of 72,000 employees
belonging to over 20 different nationalities. Over 30 per cent of its revenues
flow from its operations across the world. A premium conglomerate, the
Aditya Birla Group is a dominant player in all of the sectors in which it
operates. Such as viscose staple fibre, non-ferrous metals, cement, viscose
filament yarn, branded apparel, carbon black, chemicals, fertilisers, sponge
iron, insulator sand financial services.
The Group has also made successful forays into the IT and BPO sectors.
Currently around 57 percent of our Equity Shares are held by our
Promoters who are companies belonging to the Aditya Birla Group.

Our Promoters are -


1. Aditya Birla Nuvo Limited
2. Grasim Industries Limited
3. Hindalco Industries Limited and
4. Birla TMT Holdings Private Limited.

Coverage

Idea Cellular Ltd has seen phenomenal growth since its inception. Idea
Cellular's footprint idea is to first achieve critical mass, then drill deep
instead of spreading thin.

In keeping with this, the company has been providing excellent service to its
subscribers in various states. It controls a portfolio of India's most attractive
and contiguous telecom geographies, including the circles of Andhra
Pradesh & Delhi (inclusive of NCR), Gujarat, Haryana, Himachal
Pradesh, Kerala, Madhya Pradesh & Chattisgarh, Maharashtra &
Goa (excluding MuBBAi), Rajasthan, Uttar Pradesh (W),Uttar Pradesh
(E) . With a footprint dominating the map of India, Idea Cellular accesses
over 60% of India's total telephony potential. The company is now poised to
launch its services in new circles - namely MuBBAi and Bihar.

Idea Cellular Ltd, however, does not believe only in increasing geographic
footprint - it also drills deep and successfully attempts to provide excellent
network coverage in all its circles of operations.
INTRODUCTION
Bharat Sanchar Nigam Limited (known as BSNL) is a public sector
telecommunication Company in India. It is India's largest telecommunication
company with, 24% market share as on March 31, 2008. Its headquarters are
at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath and New
Delhi. It has the status of Mini Ratna, a status assigned to reputed public
sector companies in India.
BSNL is India's oldest and largest Communication Service Provider
(CSP). Currently has a customer base of 90 million as of June 2008. It has
footprints throughout India except for the metropolitan cities of MuBBAi and
New Delhi which are managed by MTNL. As Mon March 31, 2008 BSNL
commanded a customer base of 31.55 million Wire line, 4.58 million
CDMAWLL and 54.21 million GSM Mobile subscribers. BSNL's earnings for the
Financial Year ending March 31, 2007 stood at INR 397.15b (US$ 9.67 b) with
net profit of INR 78.06b (US$ 1.90 billion). BSNL has an estimated market
value of $ 100 Billion. The company is planning an IPO within 6 months to
offload 10% to public in the Rs 300-400 range valuing the company at over
$100 billion.
Founded 19th century, incorporated 2000
Headquarters Bharat Sanchar Bhawan, Harish Chandra Mathur Lane,
Janpath, New Delhi
Key people
Kuldeep Goyal (CMD)
Industry Telecommunications
Products
Wireless
Telephone
Internet
Television
Revenue US$ 9.67 billion (2010)
Owner(s) the Government of India
VISION

To become the largest telecom Service Provider in Asia.

MISSION

i. To provide world class State-of-art technology telecom services to its


customers on demand at competitive prices.
ii. To Provide world class telecom infrastructure in its area of operation
and to contribute to the growth of the country's economy.

OBJECTIVES

To be the Lead Telecom Services Provider.

To provide quality and reliable fixed telecom service to our customer


and there by increase customer's confidence.

To provide mobile telephone service of high quality and become no. 1


GSM operator in its area of operation.

To provide point of interconnection to other service provider as per


their requirement promptly.

To facilitate R & D activity in the country.

Contribute towards:

i. National Plan Target of 500 million subscriber base for India by 2010.
ii. Broadband customers base of 20 million in India by 2010 as per
Broadband Policy 2004.

iii. Providing telephone connection in villages as per government policy.

iv. Implementation of Triple play as a regular commercial proposition.


NATIONAL INTERNET BACKBONE OF BSNL

The National Internet Backbone of BSNL consists of 432 Point of


Presence( POP) that gives it the capability of transporting IP traffic from
every hook and corner of the country. This network provides internet
services to more than 1 million dial-up customers including about 3.5 lakh
customers on CLI basis.

2nd in the line of IP network, BSNL commissioned a state-of-the-art Multi


Protocol Label Switching (MPLS) NETWORK TAKING India into the next stage
of the IP evolution. This network has 10 physical nodes with all district
headquarters designated as virtual nodes. This network has opened up a
new market segment of secure and reliable Virtual Private Networks (VPNs)
for Corporate customers.

The latest endeavor of BSNL is a world-class multi-gigabit multi-protocol,


convergent IP infrastructure which will provide voice, data and video services
through the same backbone. In terms of infrastructure for broadband
services, this would put India at par with more advanced nations.
Designated as NIB-II this will be implemented in the form of four projects.

Project 1 involves building up of MPLS backbone


Project 2.1 is for narrow band access

Project 2.2 is for broadband access

Project 3 is to put systems and processes in place to integrate


network built in The other projects and provide services like
messaging, billing etc.

All the above projects in form of NIB-II are at different stages of


implementation and as per schedule .They will be operational in the third
quarter of this year.

The services that will be available to customers when NIB-II is in place:

Narrowband and broadband Internet access.


Virtual Private Network.
Managed OPE
Value Added Services like encryption, firewall and NAT
Messaging: Plain Vanilla and feature rich
Data Center Services: web hosting and web-collocation.

DREAM COME TRUE:-

Reliance Communications, formerly known as Reliance Info comm. along with


Reliance Telecom and Flag Telecom, is part of Reliance Communications
Ventures. It is an Indian telecommunications company. According to National
Stock Exchange data, Anil Dhirubhai ABBAni controls 66.77 per cent of the
company, which accounts for more than 1.36 billion shares.[3] It is the
flagship company of the Reliance-Anil Dhirubhai ABBAni Group, comprising of
power (Reliance Energy), financial services (Reliance Capital) and telecom
initiatives of the Reliance ADAG. It uses CDMA2000 1x technology for its
existing CDMA mobile services, and GSM-900/GSM-1800 technology for its
existing/newly launched GSM services.
RelCom is also into Wire line Business throughout India and has
the largest optical fiber communication (OFC) backbone architecture [roughly
110,000 km] in the country. Reliance Communications has launched its Direct
to Home (DTH) TV also, known as "Big TV". RelCom have presence across all
B2C communications channel in one of the fastest
growing markets in the world.

BID FOR HUTCH:


In 2007, Reliance Communications had bid for 67% of Hutch but
lost to Vodafone, which had been led by its CEO at the time Mr.Piyush.P.
ACQUISITIONS
In July 2007, the company announced it is buying US-based
managed Ethernet and application delivery services company Yipes
Enterprise Services for a cash amount of Rs. 1200 crore rupees (equivalent
of USD 300 million). The deal was announce overseas acquisition, the
Reliance group has amalgamated the United States-based Flag Telecom for $
211 million [roughly Rs 950 crore (Rs 9.50 billion)].
Type Public (BSE: RCOM)
Founded 2004
Headquarters Navi MuBBAi, Maharashtra, India
Key people Anil ABBAni (Chairman) & (MD)
Vice-Chairman Reliance-ADA Group
Industry Telecommunications

Products Wireless
Telephone
Internet
Television
Revenue US$ 4.26 billion (2009)

Net income US$ 1.35 billion (2009)


Total assets US$ 19.31 billion (2009)
Employees 33,000

Brand aBBAssador Hritik Roshan

LOOKING BACK, LOOKING FORWARD

Reliance Anil Dhirubhai ABBAni Group, an offshoot of the Reliance Group


founded by Shri Dhirubhai H ABBAni (1932-2002), ranks among Indias top three
private sector business houses in terms of net worth. The group has business
interests that range from telecommunications (Reliance Communications Limited) to
financial services (Reliance Capital Ltd) and the generation and distribution of power
(Reliance Energy Ltd).
Reliance ADA Groups flagship company, Reliance Communications, is
India's largest private sector information and communications company, with over
40 million subscribers. It has established a pan-India, high-capacity, integrated
(wireless and wireline), convergent (voice, data and video) digital network, to offer
services spanning the entire infocomm value chain.

Other major group companies Reliance Capital and Reliance Energy


are widely acknowledged as the market leaders in their respective areas
of operation

Corporate Governance

Organizations, like individuals, depend for their survival, sustenance and


growth on the support and goodwill of the communities of which they are an
integral part, and must pay back this generosity in every way they can...

This ethical standpoint, derived from the vision of our founder, lies at the
heart of the CSR philosophy of the Reliance ADA Group.

While we strongly believe that our primary obligation or duty as corporate


entities is to our shareholders we are just as mindful of the fact that this
imperative does not exist in isolation; it is part of a much larger compact
which we have with our entire body of stakeholders: From employees,
customers and vendors to business partners, eco-system, local communities,
and society at large.

We evaluate and assess each critical business decision or choice from the
point of view of diverse stakeholder interest, driven by the need to minimize
risk and to pro-actively address long-term social, economic and
environmental costs and concerns.

For us, being socially responsible is not an occasional act of charity or that
one-time token financial contribution to the local school, hospital or
environmental NGO. It is an ongoing year-round commitment, which is
integrated into the very core of our business objectives and strategy.
Because we believe that there is no contradiction between doing well and
doing right. Indeed, doing right is a necessary condition for doing well.

Vodafone is a British multinational mobile network


operator headquartered in Newbury, United Kingdom. Vodafone is the world's
largest mobile telecommunication network company, based on revenue, and
has a market value of about 71.2 billion (November 2009).
Vodafone is the world's largest mobile telecommunications
community, employing over 65,000 staff and with over 130 million
customers. The business operates in 26 countries worldwide. Vodafone is a
public limited company with listings on the London and New York stock
exchanges.
Global recognition of the Vodafone brand is growing as the
company rolls out its identity into new markets. However, it retains local
names and imagery in markets where this is essential to maintaining the
trust of customers.
To help promote its image worldwide, Vodafone uses leading
sports stars from high profile global sports, including David Beckham and
Michael Schumacher. This Case Study concentrates on how such promotion
can help to keep a leading brand at the forefront of public awareness for that
reason our team decided to work on few steps which were basically to get
the feedback from the market as fallow.
Basically our objectives were to find out the behaviours of
the consumers or the customers towards the product available in the market
that either consumer or the customer is after the
Quality of the product.
After the price of the product.
After the good presentation of the product which includes the
servicing.
If the consumer is after or comes for particular product and why, either
because
of effective advertisement on the media like television or newspapers
or other
means of advertisement.
Founded 1983 as Racal Telecom, independent 1991
Headquarters Newbury, England, UK
Key people
Arun Sarin, CEO
Sir John Bond, Chairman
John Buchanan, Deputy Chairman
Andy Halford, CFO
Industry Mobile telecommunications

Products Mobile networks, Telecom


services, Etc.
Revenue 31.104 billion GBP (2009)

Net income -1.564 billion GBP (2007)

Slogan Happy to help

Website www.vodafone.com

Main Attractions of advertisement Dog, Zoo zoos


More than mobile
Mobile is always at the heart of what we do, but now we are moving into
integrated mobile and PC communication services. We are doing that in two
ways wirelessly through 3G and HSDPA (High-Speed Download Packet
Access), but also using fixed line broadband services like DSL (Digital
Subscriber Line). Our customers benefit from a complete Vodafone
experience in and out of their homes and offices. They are notified about
email with our consumer push email service, access existing instant
messaging services on the move, and share images and video captured on
their handsets. We offer a suite of products that, starting with voice calls,
offers our customers an alternative to a traditional fixed telephone line.
Vodafone Zuhause in Germany and Vodafone Casa in Italy, provide our
customers with an easy-to-use mobile service, combined with low-cost fixed
line telephony and DSL (Digital Subscriber Line) broadband. We have
extended our reach into the office by delivering richer business applications
and integrated fixed and mobile services, such as higher speed internet
access. With developments in technology we can provide integrated mobile
and PC offerings to give our customers a consistent experience whether they
are at home or on the move

CHAPTER-3
OBJECTIVES OF THE
STUDY

OBJECTIVES OF THE STUDY


To study the customer perception regarding the telecom service

providers.

To study the customer satisfaction level regarding the telecom

service providers.
To know the factors which influence the customers in availing the

service providers

To study the category of connection using by the customer


CHAPTER-4

RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the problem. It may
be understood as a science of studying how research is done scientifically. In
it we study the various steps that all generally adopted by a researcher in
studying his research problem along with the logic behind them. The scope
of research methodology is wider than that of research method.

Research Design

The research design is the conceptual structure within which research is


conducted; it constitutes the blue print of the collection, measurement and
analysis of the data. As search the design includes an outline of what the
researcher will do from writing the hypothesis and its operational implication
to the final analysis of data.

The present study is Descriptive in nature, as it seeks to discover ideas and


insight to bring out new relationship. Research design is flexible enough to
provide opportunity for considering different aspects of problem under study.

DATA COLLECTION
There are two types of data these are:

PRIMARY DATA: - The primary data are those, which are


collected afresh and for the first time. And thus happened to be
original in character. Sources of primary data are:

Questionnaire
Observation
Personal interview

SECONDARY DATA: -
The secondary data on the other hand, are those which have already
been collected by someone else and which have already been passed
through the statistical processes.
Sources are: Books, magazines, newspaper, publications.

Sampling and sampling design


Sampling may be defined as the selection of some part of an aggregate or
totality on the basis of which a judgment or inference about the aggregate or
totality is made. In simple words, it is the process of obtaining information
about the population by examining only a part of it.

Sampling Unit: Consumers of different telecom service providers.


Sampling Size: - 100 respondents.
Sampling Design: Judgement Sampling
Sampling Area: Chandigarh & Mohali.
CHAPTER -5
DATA ANALYSIS &
INTERPRETATION

Q1.Type of the connection in numbers:-

Response No. of
Respondents

Mobile Connection 78

Landline connection 22
80
70
No. of Respondents

60
50
40
30
20
10
0
Mobile Connection Landline Connection

Response

Interpretation:-The above chart shows that in India now days the


number of mobiles connections in home is more than the number of land
lines connections. So from this we can conclude that there is a huge
potential of growth of mobile services in India.

Q2.Mention the number of category of mobile connection


you are personally using?
Response No. of
Respondents

GSM 64

CDMA 36

CDMA
36%

GSM
64%

Interpretation:-
The above chart shows that in the mobile services the coverage of the GSM
service operators have more share in the over all mobile sector so we can
say that the GSM service providers are far ahead than the CDMA service
providers.
Q3. What type of connection do you have?

Response No. of
Respondents

Prepaid 65

Postpaid 35

Postpaid
35%

Prepaid
65%

Interpretation :-
The above chart shows that in the total mobile connections the number of
the Pre paid connections are more than the number of the Post paid
connection. So this is a clear indication that the customer prefers to use the
Pre paid connections to use the mobile services.
Q4.Who amongst the following is your service provider?

Response % of Respondents
Airtel 32
Bsnl 16
Idea 12
Vodafone 7
Reliance 19

Any others 14

Interpretation;-

The above chart tells about the share of the various telecom services
providers. In my study I found that Airtel has the maximum share of 32% in
the market and Reliance comes on second position having the share near to
19%. And the over all mobile communication market is captured by the GSM
operators.
Q5. How did you come to know about these service
providers?
Response % of
Respondents
Through peers 15
Advertisement 35
Publicity 25

Family members 12

Any others 13

Interpretation:-
The above chart shows that the advertisement is the most influential
medium in the business of the mobile services . And if of the mobile
services operator wants to enter in the market than he has to use the
advertisement as the tools to enter in the market . It also indicate that an
mobile service provider has to spent hugely on the advertisement.
Q6. Which factor influenced you the most to avail the
services of the service provider

Response % of
Respondents
Call rates 48
Value added 12
services
Network Coverage 19

Customer care 12
support
Scheme 9

Interpretation:-

This chart shows that the call rates of a particular service provider has a
maximum influence on the purchase decision of an customer and after this
the network coverage has the maximum impact on the purchase decision of
an service provider.
Q7. Are you aware about the all other service providers
available in the market?

Response % of
respondents
Fully aware 42
Aware 46
Less aware 6
Neutral 2
Not so much 4

Interpretation:-
This chart shows the awareness level of the customers in the telecom
services providers market. It also shows that among the total people 42%
are fully aware and 46% are aware . so this shows that near about 88%
people have a great information about the various telecom service
providers.
Q8. Are you satisfied with the amount of information
content provided to you in the catalogue and handbooks?

Response % of
Respondent
Fully 18
satisfied
Satisfied 28
Average 32

Less 14
satisfied
Dissatisfied 8

Interpretation:-
This chart shows about the extent of the information given by the various
service providers. This shows that 60% of the people are satisfied amount
of information content provided by the various telecom services providers.
This also shows that 22% people are not at all satisfied by the amount of
information content provided by the various telecom services providers.
Q9. Which type of media influenced your purchase
behavior?

Response % of Respondent
T.V 42
Hoarding 12
News papers & 21
magazines

Radio 14

Internet 11

Interpretation:-
The above chart gives the information about the level of the influence of
the various advertisement mediums . It shows that T.V has maximum
influence on the people it is near about 42% and after this the another
most influential medium is the News papers and the magazines and which
is near about 21%this help to know the best medium of the
advertisement.
Q10. Which is the most important factor according to you
influenced most while purchase of a sim-card?

Response % of Respondent
Customer care 09
support
Attractive schemes 12
Network coverage 19

Value added 12
services
Call rates 48

Interpretation;-

This chart shows the which is the most important factors among the
following factors which has the maximum influence on the purchase decision
of an customer. This shows that the call rates has the maximum influence
48% and after that the network coverage is the second most important
factor and it influence near about 19% on the decision of an individual for
buying a telecom service operator.
Q11. What extent call rates influence your purchase of sim
card?

Response % of Respondent
High 20
High 41
average
Average 16

Average low 18

Low 5

Low
High
Average Low 5%
20%
18%

Average
16%
High Average
41%

Interpretation:-

This chart helps us to know that up to what extent the call rates has the
influence on the purchase decision of an customer. This shows that more
than 20% people are highly influenced by the call rate factor and more than
77% people consider the call rates as the important factor while going for a
particular telecom service provider.
Q12. How many times do you switch over your service
provider in last one year?

Response % of
Respondent
No switch over 18
1 time 48
2 time 27

3 times 03

More than 3 04
times

Interpretation:-

This chart helps us to know about the switching rate in the telecom sector .
This shows that more than 48% of people switch over once in the last one
year, more than 27% people switch over twice in the last year . So this all
shows that the rate of the switching is very high in the telecom sector. So it
is very difficult for the service providers to retain their customers.
Q13 .Are you satisfied with the customer care services of
your service provider?
Response % of
Respondent
Fully satisfied 18
Satisfied 28
Neutral 32

Dissatisfied 14

Fully Dissatisfied 8

Interpretation: -

This chart helps us to know about the satisfaction level of the customers
regarding the customer care services in the telecommunication service
users. This shows that only 18% customer says that they are fully satisfied
with the customer care services in the various telecommunication services
providers and28% customer says that they are satisfied with the customer
care services in the various telecommunication services providers and32%
customer says that they are neutral with the customer care services in the
various telecommunication services providers and14% customer says that
they are dissatisfied with the customer care services in the various
telecommunication services providers and8% customer says that they are
fully dissatisfied with the customer care services in the various
telecommunication services providers.

CHAPTER-6
FINDINGS,CONCLUSI
ON,
LIMITATIONS &
SUGGESTIONS
FINDINGS

We find that in the mobile services the coverage of the GSM service
operators have more share in the over all mobile sector so we can say that
the GSM service providers are far ahead than the CDMA service providers.
We find that the total mobile connections the number of the Pre paid
connections are more than the number of the Post paid connection. So this is
a clear indication that the customer prefers to use the Pre paid connections
to use the mobile services.
We find that share of the various telecom services providers. In my
study I found that Airtel has the maximum share of 32% in the market and
Reliance comes on second position having the share near to 19%. And the
over all mobile communication market is captured by the GSM operators.

Only 16% of the total customers are fully satisfied and only 42% of the
customers are satisfied with their service providers. And more than14%
customers are not at all satisfied with their telecom service provider.

Only 12% says that their post purchase experience is excellent with
their service provider and 24%says that their post purchase experience is
very good with their service provider and 42% says that their post purchase
experience is good with their service provider and14% says that their post
purchase experience is average with their service provider and 8 %says that
their post purchase experience is poor with their service provider.
CONCLUSION

Telecom Services today represent the largest electronic industry in


world. Through my research I have found that the awareness about telecom
services is very high .in my research I came to know that advertisement is
one of the most influential mode of media which have an impact over the
consumers. The next important factor is the call rates which lead to
customer satisfaction or customer dissatisfaction.

Customers are changing attitudes, buying behavior, life styles, choice


criteria, loyalty to market offers and so on this is all due to they are exposed
to multiplicity of brands media hypes, hi tech communication.

Keeping this in view it can be concluded that there are end number of
service providers for the customers and the satisfaction will vary as per the
varying demand of the customers. So there are no clear cut dimensions upon
which the customer satisfaction and their perception can be measured.
LIMITATIONS OF THE STUDY

In every Research whether it is done at the lower level or at the upper level,
It consists of some limitations. During my research, I have also faced some
limitations. These are stated as under:

Availability of Time: - For conducting a research one should have


the availability of time so that he should provide time to the research.
As I am a student so it was impossible for me to provide time.

Small sample Size: - The sample that I have taken was not enough. It
does not represent the whole set of population.

Biased Responses: - Some respondents were not cooperative, I found


biased responses from them, they were taking the things in a wrong
manner.

Limited Area: - The sample which is taken in the record is from the
very small area as compared to large population town. So there may
be deviation due to this sample.

Lack of Experience:- Lack of experience was also a big limitation in


this as I was not a trained person in this.
SUGGESTIONS

In my present research work I come to know that there is a huge


potential to the growth of Telecom industry in India. I found that
advertisement plays an important role in purchasing behaviour of
customers as 35% of respondents are influenced by the advertisement.
So more emphasis on advertisement should be made to attract the
customers.

Call rates is an another factor influencing on buying behaviour. In my


study, 48 % people accepted that they consider about call rates before
purchasing a Sim of any company. So telecom service providers should
make some initiatives in this regard with the consent of Telecom
Ministry of India.

Media also makes influence on customers. In my research 42%


respondents attracted through TV and rest from other media sources
like newspapers etc. So media can also be a good mean of propaganda
for telecom service providers.

Quality of services also effect the clients to any particular telecom


service provider as in my study, I found that only 16% customers are
fully satisfied with their concerning companies. So TRAI should make
some efforts in this regard so that quality of services may be improved
in India.
I found that post purchase experience of maximum customers is not
upto their expectations, as only 12 % respondents assumed it as
excellent, but rest believed that they are lacking in their services. So
joint efforts of dealers and company's representatives should be made
in this regard.

BIBLIOGRAPHY
BIBLIOGRAPHY

1. Kothari, C.R, Research methodology, methods & techniques, new age


international ltd. Publishers, Second edition, P.no27-42.
2. Gupta, S.P. Statistical methods and techniques, Sultan Chand & Sons.
Educational Publishers, New Delhi,P.no237-241,628-629
3. Jain,T.R, Statistics for BBA,V.K.(India) enterprises, New
Delhi.,edition2008-09,P.no 135-137

Magazines
1. Advertising Effectiveness, By Dr. R.P. Singh, Indian Journal of Marketing,
Dec 2009.
2. Chandra Suresh Indian Journal Of Marketing xxxv edition January 2009.
3. Business World Economy Dec 2010 P no.51-53
4. Business Today Trends, April 23, 2010 P no. 17
5. Business Research June 2010, Page 31

Websites

1. http://ideacellular.com/mission

2. http://www.bsnl.co.in/about.htm

3. http://ideacellular.com/IDEA.portal/history

4. http://www.bsnl.co.in/company/vision.htm
ANNEXURE
ANNEXURE
QUESTIONNAIRE
I am doing a survey on Study of Consumer behavior regarding Telecom

Service providers (Airtel, Bsnl, Vodafone, Idea& Reliance) on the basis of Call

rates, Network Coverage, Value Added Services, Scheme and Customer Care

Support. and this survey is being conducted in lieu of the partial fulfillment

of dissertation for the degree of M.B.A. and means no business. In this regard

I wish to avail your kind co-operation.

Name of the respondent: -


Age:-

Sex:-

Occupation:-..

Income level:-

1. What type of connection you have?

Mobile. Landline.

2. Which category of mobile you are using?

GSM CDMA

3. What type of connection do you have?

Pre paid Post paid


4. Who amongst the following is your service provider?
Airtel

Bsnl

Idea

Vodafone

Reliance

Any others

5. How did you come to know about these service providers?

Through peers

Advertisement

Publicity

Family members

Any others

6. Which factor influenced you the most to avail the services of the
service provider?
Call rates

Value added services

Network coverage

Customer care support

7. Are you aware about the all other service providers available in the
market?

Fully aware
Aware

Less aware

Neutral

Not so much

8. Are you satisfied with the amount of information content provided to


you in the catalogue and handbooks?
Yes NO

9. Which type of media influenced your purchase behavior?


T.V

Hording

News Papers & Magazines

Radio

Internet

10. Which is the most important factor according to you influenced


most while purchase of a sim-card?
Customer care support

Attractive Schemes

Value added services

Network coverage

11. What extent call rates influence your purchase of sim card?
High average

Response
Average

High

12. How many times do you switch over your service provider in last
one year?
No switch over 1time 2 time 3 times
morethan 3

13. Are you satisfied with the customer care services of your service
provider?

Fully Satisfied

Satisfied

Neutral

Dissatisfied

Fully Dissatisfied

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