A

PROJECT REPORT

ON

“CUSTOMER SATISFACTION ON RELIANCE NET CONNECT+

HSD (HIGH SPEED DEVICE)”

FORRELIANCE COMMUNICATIONS

SUBMITTED BY

JAMADAR ALEEM

UNDER THE GUIDANCE OF

PROF. LIONEL JOHN D’MELLO

SUBMITTED TO

UNIVERSITY OF PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR

THE AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMISTRATION (MBA)

POONA INSTITUTE OF MANAGEMENT SCIENCES &

ENTREPRENEURSHIP

PUNE-411001

(2012-2014)

1

ACKNOWLEDGEMENT:

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

project guide Prof. Lionel John D’mello of Poona Institute of Management Sciences &

Entrepreneurship, Pune for assistance, motivation, and being a continual source of

encouragement for me. Prof. Lionel John D’mello gave his timely guidance, cooperation

and encouragement.

I am grateful to Mr. Amit Harpale (Marketing Manager), Mr. Promod Memane (Area

Sales Manager), Anil Goli (Sales Executive) my guide, for his invaluable guidance and

cooperation during the course of the project. He provided me with his assistance and

support whenever needed that has been instrumental in completion of this project.

The learning during the project was immense & invaluable. My work basically included

the study of various ways for developing marketing strategies for the company. The

present report is an amalgamation of my thoughts and my efforts to study the various

ways of developing the marketing strategies for the company. Further a detailed study

has been done in order to suggest the company the feasible strategies that would

enhance its market share.

I am forever thankful to my parents for their emotional support fuel which kept me

cruising all through the project in-spite of the hurdles and hardship encountered during

(JAMADAR ALEEM)2

INDEX

Sr. No. Particulars Page No.

1 Executive Summary 4

2 Introduction 6

3 Company& Products Profile 8

4 Objectives and Scope of the Study 19

5 Research Methodology 28

6 Project Work Undertaken 36

7 Data Analysis & Interpretations 41

8 Facts &Findings 51

9 Suggestions 53

10 Significance & Limitations 55

11 Conclusion 57

12 Bibliography 59

13 Appendix 61

3

CHAPTER 1

EXECUTIVE SUMMARY

4

EXECUTIVE SUMMARY

The main agenda behind doing this project was to understand the current customer’s

requirement& satisfaction level for a Reliance communication in Telecommunication

sector.

It will help us understanding the market position and the reason behind the success of a

Reliance communication in Pune division, the scope of this project is to understand the

problem related to the customers and to find out solutions to that problem, to know the

views of the customers about the internet service.

The main objective of the study is to carry out the research on how a company can

create awareness of their product & make their market position strong. Through this

project we will come to know the views of the customer regarding Data card in wireless

technology.

It will help to estimate the success of Reliance Communication in Pune division.

Through this summer project we came to know that most of the customer use post-paid

connection for their internet services. The survey was carried out in Pune city, the

sample size was 100 respond

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CHAPTER2

INTRODUCTION

6

INTRODUCTION

Telecommunication is among the fastest growing service industries in the world.

While the accent of growth is dependent on the value added services, such as e-mail,

cellular phones, etc in the developed countries. This sector plays a crucial role in the

spurring growth, especially industrial & services in any economy.

Multinational companies are investing in developing countries because of huge

latent demand. The last two decades have proved restructuring of entire sector across the

globe, in terms of privatization & competition. Opening up of economic & privatization

in the developing countries has triggered influx of foreign capital & technology.

Telecom density is only 2per100 in India, which is less than that of China (4.5per 100)

and world avg. of 10 per 100.

20 times faster with speed up to 3.1 Mbps in Reliance Broadband Network

Faster upload at a speed of up to 1.8 Mbps

Downward compatible with Reliance High Speed 1 X network to ensure seamless

Connectivity across 24000 towns & 6 lakh villages as well as along major highways

7

CHAPTER 3

COMPANY PROFILE

8

COMPANY PROFILE

Reliance Net connect service offers you Hi-speed wireless internet access across India

in over 24,000 towns and 6 lakh villages, as well as along major highways, railway

routes, airport lounges and remote locations. Reliance's cutting edge CDMA 1x network

can give you high-speed internet access, up to 144kbps

Reliance offers Hi-Speed 1x service through a suite of Reliance Net connect products

like PCMCIA and USB Modem data cards as well as data cables for mobile phones and

fixed wireless phones. These can be used to connect to the internet from your laptop and

desktop.

Reliance Communications has a reliable, high-capacity, integrated (Both Wireless and

Wire line) and convergent (Voice, Data and Video) digital network. It is capable of

delivering a range of services spanning the entire information (Information and

Communication) value chain, including infrastructure and services for enterprises as

well as individuals, applications, and consulting.

Reliance communications Support is leading players in the ‘customer acquisition’ space

for over 4 years. With our expert approach, our insistence on quality and our dedication

towards the clients we represent has helped us earn a reputation for excellence in Retail

& direct marketing sector. We provide our clients with strategic consultation and a well-

informed sales force to take their brand, product or services direct to their chosen target

market.

For over a decade we have specialized in customer acquisitions and marketing solutions

for a range of sectors in Pune and when reason behind this is we have survived by

making our client’s projects our own. We have significantly helped in creating value

and improving overall business performances for our client

9

COMPANY OVERVIEW

We have made a business of creating awareness, building desire and acquiring new

customers and donors for our business partners through our ability to make

conversation. Our product is our people: a vast network of professionals trained in sales,

customer service, and face-to-face fundamentals; with the attitude, drive and enthusiasm

to represent any brand to the public.

For over 4 years we have been conversing on behalf of many of the world’s largest

brands, building relationships between them and their target markets

Using tried and tested sales techniques all our marketing agents can identify customer

needs and recommend the right products in a superior way to other traditional forms of

marketing.

Key points of Reliance communications

Presents our client’s brand, in person, to the general public.

Can be applied to a range of industries.

Cuts through the ‘noise’ of a crowded marketplace.

Provides positive exposure to a brand and its key messages.

Enables the Sales Representative to respond to the customer’s body language

and answer questions.

Delivers dynamic market feedback to the client.

Reinforces brand awareness, educating the community and delivering services

effectively and professionally.

This human touch translates into effective, quality-driven results for our clients

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Client: - RELIANCE COMMUNICATIONS

The Reliance group, India largest enterprises and one of the 500 largest enterprises in

the world will launch Reliance HSD (High Speed Device). Reliance will usher a digital

revolution in India and herald a new way of life for a New India.

SR.No Name Designation

1 Anil Dhirubhai Ambani Chairman& M.D

2 Prakash Shenoy Company Secretary

3 RN Bhardwaj Independent Director

4 J Ramachandran Independent Director

5 Deepak Shourie Independent Director

6 AK Purwar Independent Director

Reliance Industries Limited (RIL) is an Indian conglomerate holding company

headquartered in Mumbai, Maharashtra, India. The company operates in five major

segments: exploration and production, refining and marketing, petrochemicals, retail

and telecommunications.

RIL is the third largest publicly traded company in India by market capitalisation and is

the second largest company in India by revenue after Indian Oil Corporation. The

company is ranked 107th on Fortune Global 500 list of the world's biggest corporations

for the year 2013. It contributes to approx. 14% of total exports of India.

Reliance Communications Limited is engaged in the business of providing

telecommunications services. The Company’s operating segments include wireless

segment which offers code division multiple access (CDMA) and global system for

mobile communications (GSM) based wireless services on a nationwide basis; the

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Global and Enterprise segment offers the comprehensive portfolio of Enterprise, IT

infrastructure, national and International long distance voice, video and data network

services on an integrated and scalable platform; telecom infrastructure segment owns

190,000 route kilometres of optical fibre network.

Business area of the company:

The company is mainly engaged into the businesses of, Wireless, Broadband, Rural

Communication, Reliance World, IDC, Carrier Business and Infrastructure Business.

Wireless:

Reliance Mobile - With over 85 million subscribers across India, Reliance Mobile is

India’s largest mobile service brand. Reliance Mobile services now cover over 20,000

towns, 5 lakh villages and counting.

Reliance Mobile World - The Reliance Mobile World suite of Reliance Mobile is a

unique Java-based application. Its uniqueness lies in the fact that it enables complex

Internet application to be introduced in mobile phones effectively and quickly. Reliance

Mobile World receives over 1.5 billion page views per month from Reliance Mobile

users.

Financials –

Total Income - Rs. 141800 Million (year ending Mar 2013)

Net Profit - Rs. 6240 Million (year ending Mar 2013)

Milestones:

Reliance Communications draws down ECB of US$ 255 Million (Rs 1155 Cr)

for 3G Spectrum Refinancing.

Reliance Communications signs pact with Radio Netherlands Worldwide.

12

Reliance Big TV and India games sign strategic agreement.

RCOM offers Cartoon Network Comics on Mobiles.

RCOM partners with SNDT Women's University

Reliance Communications achieves a landmark of 100 million customers

Reliance Communications signs strategic alliance with Get Jar to create India’s

largest and free applications store

Reliance Web store commences market roll-out of India’s cheapest touch screen

CDMA phone

RCOM announces unlimited internet access on mobile

RCOM launches India’s first “Live Chat” Customer Service.

PRODUCT INFORMATION

Reliance Net connect+/ HSD

Reliance Net connect+ using EVDO technology and the USB device is different in both

the cases. The maximum speed of CDMA (IX) technology is 144 kbps (18KBps)

and for EVDO technology it is 3.1 Kbps (387.5 Kbps).

Reliance Net Connect+ coverage is limited to only a few cities. Advertised 3.1 Mbps

will be available only at these cities. Rest all places the speed will be limited to 144

kbps.

Reliance Net connect+ Advantage:- 

Wireless broadband for laptops and desktops.

Download speeds up to 3.1 Mbps and upload speeds up to 1.8 Mbps.

Simply plug and play.

13

All India roaming free.

Connectivity across 24,000 towns and 6 lacks villages, as well as along major

highways, railway routes, airport lounges and remote locations in India

MODEL NO. ZTE AC2736

Connectivity:

Supports CDMA 1x RTT & CDMA 1xEVDO Rev A.

Plug and Play (PnP).

Windows 2000 (SP4), Windows XP (SP2)

Windows Vista, Windows 7

Mac OS (10.5.x onwards)

Linux OS.

Supporting easy installation and uninstall of the driver on windows 2000(SP4),

windows XP (SP2 onwards), windows Vista (32 bit & 64 bit both), Windows

7(32 bit & 64 bit both), MAC (at least 10.5.x onwards) & Linux (Selected

Versions).

Specifications:

Dimensions: 92.5×26×10.1mm

About 40g.

Language: English

14

Micro Secure Digital Memory

(Micro SD) card.

PLAN/TARIFF

Post-paid Plans

Pay Rs. 1300/- to get a Reliance Net connect+ USB Modem

My Best Plan

Revolutionize your internet experience with My Best Plan! Bid goodbye to bill

shocks.

Why My Best Plan?

Pay for only what you use: No more paying exorbitant rentals for going over

your usage limit. With My Best Plan, you only pay for the data you use.

Lowest Bill Guaranteed: This plan automatically adapts to your usage pattern

and charges the lowest bill amount possible.

No Bill Shocks: Maximum bill amount capped at Rs. 1250 + tax so no matter

how high your usage, there will be no bill shocks.

Overage charges as low as 20p per MB

Fixed rental as low as Rs. 250 with 1000 MB bundled usage.

6000 MB data usage at broadband speeds. Unlimited usage beyond 6000 MB at

throttled speeds.*

15

This plan makes life very easy for you by eliminating the confusion while selecting the

right plan, and charging very attractive rates only for the data you use. All you need is to

do is just subscribe to this plan. No data constraints, no bill shocks, no more confusion

Bundled Usage Billed amounts (Rs)Up to 1000 MB 250Greater than 1000 MB, up to 6000 MB

250 + 20p/MB for usage above 1000 MB

Greater than 6000 MB (speeds throttled)*

1250

Broadband speeds, unlimited browsing is available at speeds up to 144 Kbps at no extra

charges.

Example:

If your data usage is 1500MB, then the billed amount is just Rs. 350 + Tax (Rs. 250

rental and Rs. 100 for extra 500 MB at 20 paisa per M

Unlimited Plans

16

Data usage at 3.1 Mbps Billed amount (Rs)5 GB unlimited 75010 GB unlimited 95015 GB unlimited 1200

*After data usage at 3.1 Mbps is consumed, unlimited browsing is available at speeds up to 144 Kbps

Speed Based Plan

Free Usage Bundled / Month

Monthly Rental

Anytime / Day (6AM to 10 PM)

Night (10PM to 6AM)

Extra Usage Roaming

Maximum Speed

Rs. 500 8 GB 15 GB 50p / MB Nationwide Up to 256kbps

CHAPTER 4

OBJECTIVES AND SCOPE OF THE STUDY

17

OBJECTIVES OF THE STUDY

To know whether the customers are satisfied from the current services or not.

The main objective of the project is to find current telecom market structure in

Pune city.

To study product awareness of post paid wireless technology.

To retain the existing user and to convert the new prospects into buyers.

To know on what basis does the subscriber prefer to any service provider.

To find out the problem areas relevant to Reliance Communication.

SCOPE OF THE STUDY

The research is done to know the market position of Reliance HSD in post-paid plans. It

will help the company to know the future prospects for their product.

18

It will also help to know how to overcome the problem in Pune division. It will also help

to know the information about the competitive products of Reliance Communication

which is available in the market.

This study will help to understand & know how Reliance will be the leading telecom

company in wireless technology.

This study will also help us to know about company product potential in the market and

help to relate theory with corporate world. From this project we came to know about the

actual market conditions. Through this project we are direct touch with end user, so it

gives us extra advantages to understand consumer buying behaviour more effectively

and efficiently

REVIEW OF LITERATURE

What is customer?

A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good

service product or idea obtained from a seller, vendor or supplier for a monetary or other

valuable consideration.

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Customers are generally categorized into two types:

An intermediate customer or trade customer

An ultimate customer who does not intern re-sells the things bought but

either passes them to the consumer or actually is the consumer.

A customer may or may not also be a consumer but the two notions are distinct, even

though the terms are commonly confused. A customer purchases goods; a consumer

uses them. An ultimate customer may be a consumer as well, but just as equally may

have purchased items for someone else to consume. An intermediate customer is not a

consumer at all. The situation is somewhat complicated in that ultimate customers of so-

called industrial goods and services (who are entities such as government bodies,

manufacturers, and educational and medical institutions) either themselves use up the

goods and services that they buy, or incorporate them into other finished products, and

so are technically consumers, too. However, they are rarely called that, but are rather

called industrial customers or business-to-business customers. Similarly customers who

buy services rather than goods are rarely called consumer Customer satisfaction

Customer satisfaction, a term frequently used in marketing is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer

satisfaction is defined as the number of customers, or percentage of total customers,

whose reported experience with a firm, its products, or its services (ratings) exceeds

specified satisfaction goals In a survey of nearly 200 senior marketing managers 71

present responded that they found a customer satisfaction metric very useful in

managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced

Scorecard. In a competitive market place where businesses compete for customer’s

20

customer satisfaction is seen as a key differentiator and increasingly has become a key

element of business strategy.

Therefore it is essential for businesses to effectively manage customer satisfaction. To

be able do this firm need reliable and representative measures of satisfaction.

The importance of customer satisfaction diminishes when a firm has

increased bargaining power. For example, cell phone plan providers, such

as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few

suppliers of a certain product or service exist. As such, many cell phone plan contracts

have a lot of fine print with provisions that they would never get away if there were say,

a hundred cell phone plan providers, because customer satisfaction would be far too low

and customers would easily have the option of leaving for a better contract.

Purpose

Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty. Customer satisfaction data are among the most frequently collected indicators of

market perceptions. Their principal use is twofold:

21

Within organizations, the collection, analysis and dissemination of these data send a

message about the importance of tending to customers and ensuring that they have a

positive experience with the company’s goods and services.

Although sales or market share can indicate how well a firm is performing currently,

how likely it is that the firm’s customers will make further purchases in the future.

Much research has focused on the relationship between customer satisfaction and

retention

Studies indicate that the ramifications of satisfaction are most strongly realized at the

extremes. On a five-point scale, "individuals who rate their satisfaction level as '5' are

likely to become return customers and might even evangelize for the firm. (A second

important metric related to satisfaction is willingness to recommend. This metric is

defined as the percentage of surveyed customers who indicate that they would

recommend a brand to friends

When a customer is satisfied with a product, he or she might recommend it to friends,

relatives and colleagues. This can be a powerful marketing advantage.)

Individuals, who rate their satisfaction level as by contrast, are unlikely to return.

Further, they can hurt the firm by making negative comments about it to prospective

customers. Willingness to recommend is a key metric relating to customer satisfaction.

Construction

Organizations need to retain 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.

22

Customer satisfaction is measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various

dimensions. A hotel, for example, might ask customers to rate their experience with its

front desk and check-in service, with the room, with the amenities in the room, with the

restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall

satisfaction 'with your stay.

As research on consumption experiences grows, evidence suggests that consumers

purchase goods and services for a combination of two types of benefits: hedonic and

utilitarian. Hedonic benefits are associated with the sensory and experiential attributes

of the product.

Utilitarian benefits of a product are associated with the more instrumental and functional

attributes of the product. Customer satisfaction is an ambiguous and abstract concept

and the actual manifestation of the state of satisfaction will vary from person to person

and from product and service to product and service.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and from product and service

to product and service.

Product/service, the state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviours 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.

23

Work done by Parasuraman, Zeithaml and Berry. Leonard L between provides the basis

for the measurement of customer satisfaction with a service by using the gap between

the customer's expectation of performance and their perceived experience of

performance. This provides the measurer with a satisfaction "gap" which is objective

and quantitative in nature. Work done by Cronin and Taylor propose the

confirmation/disconfirmation theory of combining the gap described by Parasuraman,

Zeithaml and Berry as two different measures (perception and expectation of

performance) into a single measurement of performance according to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Like Technique or scale. The customer is asked to evaluate each statement and

in term of their perception and expectation of performance of the organization being

measured. Their satisfaction is generally measured on a five-point scale.

It loaded most highly on satisfaction, had the highest item reliability, and had by far the

lowest error variance across both studies. In the study, the six items asked respondents’

evaluation of their most recent experience with ATM services and ice cream restaurant,

along seven points within these six items:

24

A semantic differential (4 items) scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate

Regardless of the scale used, the objective is to measure customers’ perceived

satisfaction with their experience of a firm’s offerings. It is essential for firms to

effectively manage customer satisfaction. To be able do this, we need accurate

measurement of satisfaction.

It seems that dependent on a trade-off between length of the questionnaire and quality of

satisfaction measure, these scales seem to be good options for measuring customer

satisfaction in academic and applied studies research alike. All other measures tested

consistently performed worse than the top three measures, and/or their performance

varied significantly across the two service contexts in their study. These results suggest

that more careful pretesting would be prudent should these measures be user.

CUSTOMER PERCEIVED VALUE

The customer will buy from the firm that they see as offering the highest perceived

value. Customer perceived value (CPV) is the difference between the prospective

customers’ evaluation of all the benefits and all the cost of the offering and the

perceived alternatives. Total customer value is the perceived monitory value of the

bundle of economic, functional, and psychological benefits customer expect to incur

evaluating, obtaining, using and disposing of given market offering.

25

TOTAL CUSTOMER SATISFACTION

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

relation to the buyer’s expectations. In general, satisfaction is a person’s feeling of

pleasure or disappointment resulting from comparing a product perceived performance

in relation to his or her expectations. If the performance falls short of expectation, the

customer is satisfied. If the performance exceeds expectations, the customer is highly

satisfied or delighted.

At a very low level of customer satisfaction customer is likely to abandon the company

and even bad mouth it At level 2 to 4, customer are fairly satisfied but still find it easy to

switch when a better offer comes along. At level 5, the customer is very likely to

repurchase and even spread good word of mouth about the company high satisfaction or

delight creates an emotional bond with the brand or company, not just a rational

performance.

26

CHAPTER5

RESEARCH METHODOLOGY

MEANING OF RESEARCH METHODOLOGY

Research Methodology - It is a way to systematically solve the research problem; to

may be understood as a science of studying how research is done scientifically. In it we

study various steps that are generally adopted by researcher in studying a researcher

problem along with the logic behind the methodology of research is a long and

comprehensive process

27

PROBLEM IDENTIFICATION

Problem Identification is the most important function in the market research

process because it have been rightly said that “A correctly defined problem is half the

job done" because once the problem is defined correctly the researcher can directly

focus on the core issue and make his or her decisions accordingly.

RESEARCH OBJECTIVE

Once the need for research information has been clearly defined, the researcher must

specify the objectives of the proposed research and develop a specific list of information

needs. Research objectives answer the question "Why is this project being conducted?

To find out the current market scenario of the post-paid cards of Reliance.

In finding out the ways in which Reliance can introduce more customized

services to the customers.

To find how economical is the service, to the customer & whether he or she is

satisfied with their current respective service provider.

Research process

Planning the object

Collection of data

Organization of data

Presentation of organized data

Analysis of the Presented data

Interpretation of finding

Forecasting of data

28

RESEARCH DESIGN

A research design is the detailed blue print used to guide a research study towards its

objective. It helps collect, measure and analysis of data.

* Type of Research

There are three type of research they are:-

1) Descriptive research: - Descriptive Research means research that is designed

primarily to describe rather than to explain a set of conditions, characteristics, or

attributes of people in a population, based on measurement of a sample.

2) Exploratory research: -Exploratory research is a type of research conducted for a

problem that has not been clearly defined. Exploratory research helps determine the best

research design, data collection method and selection of subjects. It should draw

definitive conclusions only with extreme caution.

3) Empirical research: - Empirical researches a way of gaining knowledge by means

of direct and indirect observation or experience.

The study undertaken is of "Descriptive Research” in nature

* Nature of Research :-

There are 2 type of nature of research they are as follow:-

1) Qualitative Research: - It is concerned with qualitative phenomena i.e., phenomena

relating to or involving quality or kind.

29

2) Quantitative Research: -It is based on the measurement of quantity or amount. It

Is applicable to phenomena that can be expressed in terms of quantity.

The study under taken is of “Quantitative” in nature. It is structured, standardized,

question based interview.

* Research Instrument

Questionnaires: It is a set of question relevant to a particular research format.

*Type of Questionnaire

Structured Questionnaire: - Questions are listed in a pre-arranged order.

Non- Structured Questionnaire: - Questions are not structured, researcher is free to

ask question in any sequence.

The type of Questionnaire used during the study is “Structured Questionnaires”.

*Type of Analysis

The type of analysis carried out during the study is “Statistical Analysis”. Statistical

Analysis is done with the help of tabulation and graphical represent

SAMPLING DESIGN

Sampling is concerned with the selection of a subset of individuals from within a

statistical population to estimate characteristics of the whole population. The three main

advantages of sampling are that the cost is lower, data collection is faster, and since the

data set is smaller it is possible to ensure homogeneity and to improve the accuracy and

quality of the data.

Sampling Plan

30

A definite plan developed to obtain a sample from a given population is called sampling

plan. In this project we used Random sampling. In random sample all such subsets of

the frame are given an equal probability. Each element of the frame thus has an equal

probability of selection: the frame is not subdivided or partitioned

Sampling Unit

Individual Customers and Firms are the sample units of this study. It is to be deciding

before selecting the sample. In context, sampling unit was selected geographical

Sample Size

This involves figuring out how many samples one need.

The numbers of samples you need are affected by the following factors:

Project goals

How you plan to analyze your data

How variable your data are or are likely to be

How precisely you want to measure change or trend

The number of years over which you want to detect a trend

How many times a year you will sample each point

How much money and manpower you have

I have targeted 100 people in the age group above 21 years for the purpose of the

research. The target population influences the sample size. The target population

represents the Pune regions. The people were from different professional backgrounds

The details of our sample are explained in CHAPTER named primary research where

the divisions are explained in demographics section.31

Sampling Method

The sampling method used for this project is non-probability sampling method because

in this method there is equal possibility of all the sampling units being selected &

included in the sample. Under this sampling method simple random sampling & area

sampling have been selected according to which Pune have been divided into various

areas & certain area have been selected

SOURCES OF DATA

PRIMARY SOURCES

Primary data is data that has not been previously published, i.e. the data is derived from

a new or original research study and collected at the source, e.g., in marketing, it

is information that is obtained directly from first-hand sources by means of surveys,

observation or experimentation. For this project we collect primary data from:-

Direct personal interview.

Information from correspondent.

Schedule & questionnaires.

SECONDARY SOURCES

Secondary data is collected by someone other than the user. Secondary data is the data

that have been already collected by and readily available from other sources. Such data

are cheaper and more quickly obtainable than the primary data and also may be

available when primary data cannot be obtained at all. For this project we collect

secondary data from:-

Brochures provided by marketing department.32

Books of Marketing

Report of Company

Company Web site

CHAPTER 6

PROJECT WORK UNDERTAKEN

33

Project Work Undertaken

Route visit for Sales & Marketing:

I visited the routes with the Market Developer or Sales Executive or with the

Distributor’s vehicle where they supply the products. There I observed the display

norms for outlets in all route and each type of outlet.

Every morning I went to one corresponding route and observed all techniques of selling

products to consumers and also tried to know the mentality of the consumers.

Data Collection

Two types of data have been collected:

Primary Data

Secondary Data

Primary Data Collection:-

34

Here survey method of data collection is preferred which is very suitable to reach

the researcher’s objectives.

Research Instrument: Printed questionnaire was used as the research

instrument to collect the required information.

Area of Survey: The area given to me was Pune.

Secondary Data Collection:-

I have collected from various websites, Company records, and books. Any other kind of

secondary data has not been collected from the retailers

Sampling Plan

Sampling Unit: The Laptop shop, Mobile store, and was selected in thane

west.

Sample Size: For this study I have taken sample size of 100 outlets.

Sampling procedure: Simple Random Sampling procedure was followed.

Sampling Method: Data was collected by survey. They are directly contacted

and interviewed at their retail counter.

QUALITY POLICY

To ensure Customer delight, we commit to quality in our thoughts, deeds and actions by

continually improving our processes….Every time.

DISTRIBUTION NETWORK

35

well managed network of salesperson appointed for taking up the responsibility of

distribution of products to diverse parts of the cities. The distribution channels are

constructed in such a way that the demand of customers is fulfilled at the right place and

the right time when it is needed by them.

A typical distribution chain would be:

Production-- Mobile Store--Consumer

The customers of the Company are divided into different categories and different routes,

and every salesman is assigned to one particular route, which is to be followed by him

on a daily basis. A detailed and well organized distribution system contributes to the

efficiency of the salesmen. It also leads to low costs, higher sales and sales efficiency

thereby leading to higher profits to the firm.

DISTRIBUTION ROUTES

HCCBPL formulated various routes for distribution of products, which are as follows,

Key Accounts

The customers in this category collectively contribute a large chunk of the total sales of

the Company. It basically consists of organizations that buy large quantities of a product

in one single transaction. The Company provides goods to these customers on credit.

Future Consumption

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This route consists of outlets of Reliance products, wherein a considerable amount of

stock is kept in order to use for future consumption. The stock does not exhaust within a

day or two, instead as and when required stocks are stacked up by them so as to avoid

shortage or non-availability of the product

Immediate Consumption

The outlets in this route are those which require stocks on a daily basis. The products

are consumed at a fast service.

Findings:

From the researcher found that, the customers were highly satisfied with the sales of

Reliance Pvt Ltd but there were few complaints regarding the services. It was also found

that Reliance Pvt Ltd is having a good image in the market. Most of the respondents

consider good company.

Suggestions:

The present is the era of customers. Customers are more knowledgeable than ever

before and because the customer is more knowledgeable, companies must be faster

in sales, more agile more creative than few years ago. So companies should prefer

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to higher customer satisfaction through knowing their expectations regarding

products.

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CAHAPTER 8

DATA ANALYSIS AND INTERPRETATIONS

The data collected for the study was primary as well as secondary. The report consists of

the analysis that is done on the basis of primary data collected from survey and

secondary data from the company reports.

The analysis has been presented in the form of tables and charts such that conclusion

can be drawn effectively and efficiently.

1) Which Type Of Service Are You Having?

Service 100% Total

POST PAID 70% 70

PREPAID 30% 30

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INTERPRETATION: Most of the people being interviewed on the basis of which type

of service prefers among post paid 70% reply that they will prefer post paid and

30%prefer prepaid service.

2) Indicate your level of satisfaction with respect to Price of reliance net connect+

Scale 100% Total

Strongly Satisfied 26% 26

Satisfied 68% 68

Dissatisfied 6% 6

Strongly Dissatisfied 0% 0

INTERPRETATION: The above bar graph revealed that 68% of the customers are strongly satisfied and 26% customers satisfied but 6% of customers are dissatisfied so we can tell that most of the customers are satisfied with the price.

3) Indicate your level of satisfaction with respect to speed of reliance net connect+

Scale 100% Total

Strongly Satisfied 40% 40

Satisfied 55% 55

Dissatisfied 5% 5

Strongly Dissatisfied 0% 0

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INTERPRETATION: From the above chart it is observed that nearly 55% of customers are satisfied with the speed and 40% of them are strongly satisfied, in reliance Net connects speed is the main feature which attracted the customers very well. There are no issues with the speed of the product.

4) Indicate your level of satisfaction with respect to billing system of reliance communication for net connect+

Scale Reliance Others

Strongly Satisfied 15% 5%

Satisfied 33% 11%

Dissatisfied 17% 8%

Strongly Dissatisfied 5% 6%

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INTERPRETATION: From the above chart it is been observed that 24% of customers

are dissatisfied with the billing system. This is because of the misunderstanding in the

billing system.

5) What is your Monthly Internet usage in G.B?

A) Up to 1 G.B B) 1 G.B 3 G.B

C) 3 G.B 8 G.B D) Above 8 G.B

Monthly Usage Up to 1 GB 1 GB – 3 GB 3 GB – 8 GB Above 8 GB

100% of Customer

13% 43% 34% 10%

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INTERPRETATION: 13% of the customers are using up to 1 GB internet per month & 43% are using internet in between 1 GB to 3 GB per month. It also indicates 34% customer usage is between 3 GB to 8 GB & remaining 10% usage is above 8 GB.

6) What kind of problem are you facing with your current service provider?

a) Coverage. b) Billing System

c) Speed d) after sales service

Problem Faced

Coverage Billing System Speed After sales service

100% of customer

40% 28% 22% 10%

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INTERPRETATION: The biggest problem faced by customer is coverage problem

which constitute for 40% of all respondent. Billing system constitutes 28%, speed 22%

& rest of customer constitute after sales service problem is 10%.

7) Indicate your level of satisfaction with respect to Service in timely Manner.

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Scale 100% Total

Strongly Satisfied 61% 61

Satisfied 35% 35

Dissatisfied 3% 3

Strongly Dissatisfied 1% 1

INTERPRETATION: From the above chart is revealed that 35% of customer is

satisfied with service in timely manner and 61% strongly satisfied. Most of the

customers don’t have any problems with the service with regards to punctuality

8) Rate your level of satisfaction towards the service provider {Dealer} of reliance

net connect+

a) Strongly satisfied b) Satisfied

c) Dissatisfied d) Strongly Dissatisfied

Scale 100% Total

EXCELLENT 3% 3

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VERY GOOD 15% 15

GOOD 35% 35

AVERAGE 45% 45

BELOW AVERAGE 2% 2

INTERPRETATION: It can be observed from the above that Reliance Net

Connect offers a very high speed internet connection and a very high number of

Internet users find it very useful.

Q9) Would you like to continue with Reliance net connect+ in future?

A) Yes B) No

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Subscribe to Reliance

Yes No

100% of customer 35% 65%

INTERPRETATION: Only 35% customer wishes to subscribe to Reliance Net connect+, remaining 65% customer are not interested in switching

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Q10) Are you aware about telecommunications services?.

a)Yes

b)No

INTERPRETATION: 95% of the respondents are aware about telecommunications services while 5% are not aware.

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CHAPTER 9

FINDINGS

FINDINGS

A survey was done to study the market to gather data on attitudes of consumers, impression of the product in the market, opininon of the consumers and their respective satisfaction level about the product.

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From the survey of Reliance Net Connect the following impressions can be made.

It can be concluded that 70% of consumers of Reliance Net Connect fall in the category of Post Paid.

It can be observed that a very high number of consumers are statisfied with the price offered by Relaince Net Connect.

The internet speed provided by Relaince Net Connect seems to be very hughly appreciated by the consumers.

13% of the customers are using up to 1 GB internet per month & 43% are using internet in between 1 GB to 3 GB per month. Also 34% customer usage is between 3 GB to 8 GB & remaining 10% usage is above 8 GB.

The customer serivce department is one of the very efficinet Departments of Reliance Net Connect. Customer queires and issues are solved in a very prompt and efficient manner.

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CHAPTER 10

SUGGESTIONS

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SUGGESTIONS

There is huge need of advertising in the local market..

It is most important to identify the customer expectation and meet him

consistently the customer were dealing to share their buying opinion about price

of the product. And company have to maintain it.

Reliance net connect is the market leader in the net speed. and company have to

provide it regularly in the future.

Company have to provide their services to customer as per the customer

requirement by various net plans offer.

The company should increase the interaction with customers as it plays a crucial

role in customer satisfaction.

Company should segment the market according to the geographical area &

businesses so that they can target the market in more effective way.

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CHAPTER 11

LIMITATIONS

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LIMITATIONS

The customers were not willing to be contacted; they were not willing to spare

time to answer the questionnaires.

There is a Geographical limitation for study which is only Pune city.

The duration of time isles that is only 2 month.

The study is done only for post paid customers so it’s not possible to extrapolate

the results for other product consideration.

The research is done for the wireless technology with reference to Reliance

Communication so it’s not allowed to understand other allied services.

Entry Barriers too many firms or Housing societies.

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CHAPTER 12

CONCLUSION

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CONCLUSION :

In conclusion I would like to say that Reliance Telecommunication service provider

have big potentiality in market growth in Pune (M.H).

The reason is that Pune is one of the “developed city” in the country. The size and style

of Pune with its leading light and host of other important industry and research

establishment have given the place national and international status. About thousand of

small industries are already set up and more of small industries are looking for

investment in this area .So it is clear that the market size of telecom sector is rapidly

growing up.

Every company has the same opportunity to increase the sale of their product and

capture the maximum market share. Reliance communication has number of opportunity

to grab the market share of Pune. Firstly Reliance communication as a brand name is

well known among the customers .Secondly they give unlimited GPRS service with post

paid connection to which the customers get attracted to most. But from the survey we

found that around 70% are not satisfied with the connection. So Reliance

Communication should know the problem of those customers and also take some

remedial measure to attract these customers .Since in Pune other’s network of service

are very strong. Reliance Communication should design better & innovative strategies

Reliance Communication should also take care of every step of their competitor since

They too are trying hard to maximize their sales. In Pune all telecom companies are

Engaged in cut throat competition to sell their post paid connection

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CHAPTER 13

BIBLIOGRAPHY

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Bibliography :

A) Philip Kotler, “Marketing Management”

B) S.A. Sherlekar, “:Marketing Management”

Webilography:

Websites name Surfing date

www.rcom.co.in 30/08/2013

www.wikipedia.com 31/08/2013

www.customersatisfaction.com 01/09/2013

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CHAPTER 13

Appendix

QUESTIONNAIRE FORMATGLOSSARY OF TERMS

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QUESTIONNARE

Name: ___________________________________________

Address: ________________ Mobile No: ________________

Q.1) Which Type Of Service Are You Having?

a) Post Paid

b) Pre Paid

Q.2) Indicate your level of satisfaction with respect to Price of reliance net connect+

a) Strongly Satisfied

b) Satisfied

c) Dissatisfied

d) Strongly Dissatisfies

Q.3) Indicate your level of satisfaction with respect to speed of reliance Net connect+

a) Strongly Satisfied

b) Satisfied

c) Dissatisfied

d) Strongly Dissatisfied

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Q.4) Indicate your level of satisfaction with respect to billing system of Reliance communication for Net connect+

a) Strongly Satisfied

b) Satisfied

c) Dissatisfied

d) Strongly Dissatisfied

Q.5) What is your Monthly Internet usage in G.B?

a) Up to 1G.B

b) 1G.B – 3G.B

c) 3G.B – 8G.B

d) Above 8G.B

Q.6) What kind of problem are you facing with your current service provider?

a) Coverage.

b) Billing System

c) Speed

d) After sales service

Q.7) Indicate your level of satisfaction with respect to Service in timely Manner

a) Strongly Satisfied

b) Satisfied

c) Dissatisfied

d) Strongly Dissatisfy

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Q.8) Rate your level of satisfaction towards the service provider {Dealer} of Reliance net connect+

a) Strongly Satisfied

b) Satisfied

c) Dissatisfied

d) Strongly Dissatisfied

Q.9) Would you like to continue with reliance Net connect+ in future?

a) Yes

b) No

Q10) Are you aware about telecommunications services?

a) Yes

b) No

Date:__/__/____ Signature__________

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