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    DECLARATION

    I KARANSING P. RAJPUT hereby declare that this project report A Study of Purchase

    Influencing Factors for Broadband Connection is my own work to the best of my

    knowledge and belief. It contains no material previously published or written by any other

    person nor material which to substantial extend has been accepted for the award of any other

    degree or diploma of any other instituteexcept where due acknowledge has been made in the

    text.

    Date- Mr.karansing p. Rajput

    Place Signature of the Student

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    ACKNOWLEDGEMENT

    There are a few things that come in the life of a person, may be for a short span of time, but

    leaves on ever shining impression in to the mind. My summer training is one of the events

    which will be ever green in my life.

    As I have been placed in RELIANCE COMMUNICATION LIMITED at Pune. I sharedthe real marketing skills and knowledge from their experienced, enthusiastic and cordial

    executives, without whom I would have not been able to achieve my aim.

    First of all I would like to express my thanks to Mr. Debi Nandi (Circle Sales Manager)

    for permitting me to do the training at his concern. I am also grateful to Mr. Bahubali Agre

    (Area Sales Manager) for sharing valuable experience and suggestions regarding training and

    preparation of report.

    I am also grateful to Pro. NITIN KARCHE (College Guide) for their valuable guidance.

    I also owe sincere gratitude to my family members whose love, affection, co-operation and

    moral support have provided me the strength to carry out this project.

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    INDEX

    Chapter no. Content Page no.

    1. INTRODUCTION 5-17

    1.1 Concept of Reliance communication 6

    1.2 An Overview of current Market Scenario 81.3 Brief Study of the Organization 10

    1.4 Products Offered by Reliance 17

    2. MAIN STUDIES 21-27

    2.1 Introduction of the Topic 22

    2.2The problems being faced-Competitors & Trends 24

    2.3What does Company expect to do by solving the problem 27

    3. RESEARCH METHODOLOGY 28-333.1 Research problem 29

    3.2 Research Objective & sub- objective 29

    3.3 Information Requirement 30

    3.4 Research Instrument used 31

    3.5 Field Work 32

    4. DATA ANALYSIS & INTERPRETATION 34-42

    4.1Data Interpretation of customers survey 35

    5. FINDINGS 43-45

    5.1 Findings 44

    6. SUGGESTIONS 46-49

    7. BIBLIOGRAPHY 50

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    8. ANNEXURE 52-54

    EXECUTIVE SUMMERY

    A project is a scientific and systematic study of real issues of a problem

    with the application of management concept and skills. The study can deal with

    small or big issues in any division of an organization. It can be case study where

    a problem has been dealt with, through the process of management. The essential

    condition for a project is that, it should contain scientific collection of data,

    analysis and interpretation of data leading to valid conclusion.

    Summer Training is an essential part in M.B.A. curriculum. It enables the

    student to share the real experience in industry. My summer training has placed in

    Reliance communication limited for the period of Eight weeks in Pune.

    The topic of my project was A Study of Purchase Influencing Factors for

    Broadband Connection with respect to Reliance Communication, Pune at

    Reliance Circle office, Pune.

    Reliance Communications is Indias leading Telecom Company and it also

    functions in the sector of Wire line Broadband connections with its fiber optic

    network, within limited geographical territories like Pune, Nasik, Goa from

    Maharashtra region.

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    This project report tends to give a sharp picture of the telecom industry.

    I hope, this study can be of some help to the telecom industry of his

    product and service.

    CHAPTER - 1

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    1.1 CONCEPT OF RELIANCE COMMUNICATION

    My vision is to provide the latest telecommunication facilities to every Indian at the

    price of a post card Dhirubhai Ambani.

    The Dream, 1999"Make a phone call cheaper than a postcard and you will usher in a revolutionarytransformation in the lives of millions of Indians" - Dhirubhai Ambani

    The Reality, November 15Reliance Infocomm begins project planning.

    Reliance Communications was set up as Reliance Infocomm in 1999 and from 2000

    onwards laying of optical fibers started in Maharashtra, Gujarat and Andhra Pradesh. Reliance

    Infocomm was inaugurated in 2002 and first of interconnect (POI) was established in New

    Delhi in same year. Also in that year, Reliance Communications commissioned their 1st optic

    fiber backbone. In 2005, this company launched global roaming facility and CDMA services.

    Reliance Communications was formed in 2006 and listed in Bombay and National stock

    exchanges.

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    Reliance Infocomm was launched as a very ambitious project. The project was

    conceived at the convergence of communication and information technology. It was designed

    to connect every home and office in India with each other and the world.

    On Thursday, August 09, 2007

    Anil Ambani has chosen as Telecom person of the year 2007

    His marketing strategy has made millions of Indians happy, they got the best mobile

    tariffs in the world-local call costs at 15 paisa/minute, and STD call at 40 paisa/minute .

    NEW DELHI, INDIA: When the VOICE&DATA jury, comprising eminent

    professionals from the telecom field, met in Delhi in June to choose the Telecom Person of theYear 2007, the five-hour selection process was steamy.

    The reason was obvious: The telecom sector is growing faster than any other segment

    and naturally their CEOs have a lot to crow about. The jury had to select one from three CEOs,

    who had made it to the final list through nominations from the industry and the initial scrutiny.

    Among the three, one of the main contenders was a young CEO. The jury decided that he

    should come back next year to try and win the coveted award. The list now had two names-

    both CEOs of two well-known companies. The pivotal difference between the two: one is anentrepreneur and the other is not so popular, as his credit is shared among a number of his big

    daddys.

    Following a five-hour closely held, hotly debated discussion, the name was announced:

    Anil Dhirubhai Ambani, chairman of Reliance Communications. Anil Ambani joined Reliance

    Industries (currently promoted by his brother Mukesh Ambani, following their split) in 1983 as

    co-chief executive officer. Forbes ranked him number 104 among the World's Richest People

    in 2006. The Ambani family faced criticism when it announced its ambitious plans to build a

    countrywide telecom network, as its prior expertise lay in commodities-textiles and

    petrochemicals-business only. Apart from that telecom needs a service-oriented mindset, critics

    felt. What they did not remember was how the family had served its millions of shareholders.

    Achiever's Pride

    Undertook financial restructuring of Reliance communications

    To spend Rs 16,000 crore to expand and strengthen network coverage

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    After expansion, Reliance Communications will have the single largest wireless

    network in the world

    Launched the lowest-cost classic brand handset at Rs 777

    Subscriber base grew to over 28 mn during last fiscal, registering 60% growth

    Total Revenue shot up to Rs 14,468 crore, an increase of 34%

    Net Profit rises to Rs 3,163 crore, an increase of over 600%

    Revenues of the wireless business increased by 46% to Rs 10,728 crore

    Broadband achieved revenue growth of 123% to Rs 1,144 crore

    Market capitalization crossed Rs 110,000 crore

    Will add 23,000 more towers

    Telecom services will be available in over 23,000+ towns and 600,000+ villages

    Next generation DTH network will be launched before end of the year

    No. 1 One GSM Network in India according to the Brand equity Survey 2009

    Indias Most Trusted Service Brand according to the Brand Equity Survery 2009

    1.2 AN OVERVIEW OF CURRENT MARKET SCENARIO

    To give a boost to the growth of the telecom infrastructure, Government decided the following

    through NTP 99

    Encourage development of telecom facilities in remote and rural areas of the country

    Achieve teledensity of 7% by 2005 & 15% by 2010.

    Increase rural teledensity from 0.4% to 4% by 2010.

    Provide Internet access to all rural headquarters.

    Provide high speed data to all towns with population more than 2.2 lakhs.

    Permission to mobile operators to carry their own traffic.

    The telecom regulatory authority was given more power to administer and

    Monitor progress.

    Wireless Subscriber base crosses 400 million mark

    Telephony Subscribers (Wireless and Landline): 290.11 million (Feb 2008)

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    Land Lines: 39.18 million

    Cell phones: d2450imillion (Feb 2008)

    Yearly Cell phone Addition: 72 million (2007)

    Monthly Cell phone Addition: 8.49 million (Feb 2008)

    Tele density: 25.31% (Feb 2008)

    Projected Tele density: 500 million, 40% of population by 2010

    Broadband subscribers reach 7.60 million mark in March 2011

    The number of broadband connections in India has seen a continuous growth since the

    beginning of 2006. At the end of August 2008, total broadband connections in the country have

    reached 4.73 million. However the definition of broadband is pretty constrained in India

    compared to other countries. A 256 kbit/s always on connection is the definition of broadband

    in India compared to 2 Mbit/s in other countries. However most ISPs ,especially the

    Government managed companies are now offering speeds up to 16 Mbit/s.

    BSNL, Sify, MTNL, STPI, Airtel, Netcom, Reliance Communications and Heathway aresome of the major ISPs in India. TRAI has defined broadband as 256 kbit/s or higher.

    However, many ISPs advertise their service as broadband but don't offer the suggested

    speeds. Broadband in India is more expensive as compared to Western Europe/United

    Kingdom and United States.

    After economic liberalization in 1992, many private ISPs have entered the market, many

    with their own local loop and gateway infrastructures. The telecom services market is regulated

    by TRAI. ADSL providers include:

    Reliance Infocomm

    Tata Communications Ltd. (VSNL)

    MTNL /BSNL

    Bharti Telecom (Airtel, Bharti Televentures)

    1

    http://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/Sifyhttp://en.wikipedia.org/wiki/MTNLhttp://en.wikipedia.org/wiki/STPIhttp://en.wikipedia.org/wiki/Airtelhttp://en.wikipedia.org/wiki/Netcomhttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/Hathwayhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/TRAIhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Reliance_Infocommhttp://en.wikipedia.org/w/index.php?title=Tata_Communications_Ltd.&action=edit&redlink=1http://en.wikipedia.org/wiki/VSNLhttp://en.wikipedia.org/wiki/MTNLhttp://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/Bharti_Telecomhttp://en.wikipedia.org/wiki/Airtelhttp://en.wikipedia.org/wiki/Sifyhttp://en.wikipedia.org/wiki/MTNLhttp://en.wikipedia.org/wiki/STPIhttp://en.wikipedia.org/wiki/Airtelhttp://en.wikipedia.org/wiki/Netcomhttp://en.wikipedia.org/wiki/Reliance_Communicationshttp://en.wikipedia.org/wiki/Hathwayhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/TRAIhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Reliance_Infocommhttp://en.wikipedia.org/w/index.php?title=Tata_Communications_Ltd.&action=edit&redlink=1http://en.wikipedia.org/wiki/VSNLhttp://en.wikipedia.org/wiki/MTNLhttp://en.wikipedia.org/wiki/BSNLhttp://en.wikipedia.org/wiki/Bharti_Telecomhttp://en.wikipedia.org/wiki/Airtelhttp://en.wikipedia.org/wiki/BSNL
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    Because of the increase in ISPs and the quality of service QoS, It became cheaper to call India

    from around the world. Many Indians today, studying or living all around the world, are using

    calling cards to India to speak with their families back home. It used to be much more

    expensive prior to 2002.

    Airtel and BSNL have launched 8 Mbit/s & Reliance Communication offers 10 Mb/s

    broadband internet services in selected areas recently . For home users , the maximum speed

    for unlimited downloads is 1 Mbit/s , available for USD 60 (roughly , with taxes) Internet

    Users: 60,000,000 (September 2007) Source: Internet World Stats.

    Broadband Subscribers: Broadband in India is defined as 256 kbit/s and above by the

    government regulator. Total subscribers were 2.3 million (April 2007) Source: TRAI Internet

    Users: Number of Internet users in India is the 4th largest in the world.

    Though the number of internet users is high, the penetration level is still lower than

    most countries across the globe.

    Reliance Communications (formerly Reliance Communications Ventures) is one of

    India's largest providers of integrated communications services. The company has more than 20

    million customers and serves individual consumers, enterprises, and carriers, providing

    wireless, wireline, long distance, voice, data, and internet communications services through a

    number of operating subsidiaries. The company sells communications and digital entertainment

    products and services through its chain of Reliance Web World retail outlets. The company's

    Reliance Infocomm subsidiary provides wireless communications services throughout India.

    Reliance Communications is part of the Reliance - Anil Dhirubhai Ambani Group.

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    http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/TRAIhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/TRAI
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    3

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    The current network expansion undertaken by Reliance is the largest wireless network

    expansion undertaken by any operator across the world.

    It was with this belief in mind that Reliance Communications (formerly Reliance

    Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic backbone. This

    backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais

    70th birthday, though sadly after his unexpected demise on 6 July 2002.

    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 infocomm (information and communication) value chain,

    including infrastructure and services for enterprises as well as individuals, applications, and

    consulting.

    Today, Reliance Communications is revolutionizing the way India communicates and

    networks, truly bringing about a new way of life.

    We will leverage our strengths to execute complex global-scale projects to facilitate

    leading-edge information and communication services affordable to all individual consumers

    and businesses in India.

    We will offer unparalleled value to create customer delight and enhance business productivity.

    We will also generate value for our capabilities beyond Indian borders and enable

    millions of India's knowledge workers to deliver their services globally.

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    1.3 BRIEF STUDY OF THE ORGANIZATION

    Reliance Communications Limited founded by the late Mr. Dhirubhai H Ambani (1932-

    2002) is the flagship company of the Reliance Anil Dhirubhai Ambani Group. It is India's

    foremost truly integrated telecommunications service provider. With a customer base of over

    36 million including close to one million individual overseas retail customers, Reliance

    Communications ranks among the top ten Asian Telecom companies. Its corporate clientele

    includes 600 Indian, 250 multinational corporations and over 200 global carriers and owns and

    operates the world's largest next generation, IP enabled connectivity infrastructure, comprising

    over 150,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and

    the Asia Pacific region. For more information, visit:

    Mr.Anil Dhirubhai Ambani

    Regarded as one of the foremost corporate leaders of contemporary India, Mr. Anil D

    Ambani, 49, is the chairman of all listed companies of the Reliance ADA Group, namely,

    Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources.

    He is also the president of the Dhirubhai Ambani Institute of Information and

    Communications Technology, Gandhinagar

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

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

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

    offerings of global depositary receipts, convertibles and bonds.

    Under his chairmanship, the constituent companies of the Reliance ADA group have

    raised nearly US$ 3 billion from global financial markets in a period of less than 15 months.

    Mr. Ambani has been associated with a number of prestigious academic institutions in India

    and abroad.

    He is currently a member of:

    Wharton Board of Overseers, The Wharton School, USA

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

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

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

    Select Awards and Achievements -

    Voted the Businessman of the Year in a poll conducted by The Times of India TNS,

    December 2006

    Voted the Best role model among business leaders in the biannual Mood of the Nationpoll conducted by India Today magazine, August 2006

    Conferred the CEO of the Year 2004 in the Platts Global Energy Awards

    Conferred 'The Entrepreneur of the Decade Award' by the Bombay Management

    Association, October 2002

    Awarded the First Wharton Indian Alumni Award by the Wharton India Economic

    Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a

    global leader in many of its business areas, December 2001.

    Reliance Communications Ltd. reported 4th quarter 2009 earnings of $6.75 per share on

    04/30/2009.

    Reliance Communications Ltd. reported annual 2009 earnings of $27.41 per share on

    04/30/2009.

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    Selected by Asiaweek magazine for its list of 'Leaders of the Millennium in Business

    and Finance' and was introduced as the only 'new hero' in Business and Finance from

    India, June 1999.

    RELIANCES VISION AND MISSION

    Vision

    We will leverage our strengths to execute complex global-scale projects to facilitate

    leading-edge information and communication services affordable to all individual

    consumers and businesses in India.

    We will offer unparalleled value to create customer delight and enhance businessproductivity.

    We will also generate value for our capabilities beyond Indian borders and enable

    millions of India's knowledge workers to deliver their services globally.

    Mission

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

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

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

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

    microwave radios, switching, routing, digital compression and encoding.

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

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

    in itself is a technological marvel.

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

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

    network is designed to deliver affordable quality education, drive governance, transform

    healthcare, enhance efficiency in business and, finally, generate new job opportunities for

    millions of unemployed Indians.

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    Reliance Communications broadband service is set to revolutionise Indian society by

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

    weak infrastructure, and help tide over the challenges of distribution in a vast country likeIndia.

    Our mission of changing lives across India meant that we needed to have a nationwide

    presence something we achieved in a relatively short span of time. Our dream of

    helping people create, transfer and apply knowledge challenged us to bring together

    contemporary communication technology from across the world.

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    ORGANIZ

    1

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    SENIOUR

    MANAGER

    MANAGER

    DUPTY

    MANAGER

    ASST.

    MANAGER

    MANAGEMENT

    TRAINEE

    3

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    1.4 PRODUCTS OFFERED BY RELIANCE

    Consumer services offered by Reliance Communications include mobile service, wireless

    terminal and phone, Reliance landline, netconnect, broadband connection, BlackBerry , and

    Reliance IPTV Enterprise services of Reliance Communications comprise audio conference,

    office centrex, video conferencing, internet data center (IDC), BlackBerry, broadband

    servicesandpubliccalloperator.

    1. Reliance India Mobile

    2. Reliance Broadband

    3. Reliance Data card and USB modem

    4. Reliance India Phone

    5. Reliance Data Centre

    6. Reliance India cell

    Reliance has obtained the No. of Buildings Wired by Reliance Broadband High Speed

    Internet at the end of each quarter.

    March-09: 688,761

    June-09: 793,905

    Sept-09: 866,568

    Dec-09: 927,129

    Mar-10: 10,87,567

    However, the average revenue per broadband line has decreased from Rs 1,932 to Rs

    1,760. Bharti Airtel had 994,400 broadband subscribers at the end of March-09. The ARPU is

    at Rs 1,137. Bharti Airtel has been able to maintain the ARPUs, because they upgrade the

    available broadband speed to the customer and also try to increase the rates modestly. Even if

    25% of the customers like me upgrade ourselves, they are able to maintain the bottom line.

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    Just, FYI, RCom started with 128 Kbps in Apr-06 at Rs 699 for unlimited data transfer.

    Today Reliance is on 1 Mbps unlimited data transfer for Rs 2,222. Dramatic increase in

    broadband speed in the past 2 years :-)

    Of the current 2.52 million, Bharti Airtel broadband has 0.63 milllion and Reliance

    Broadband around 0.7 million. BSNL and Tata indicom/VSNL together are expected to have

    another 1 million and leaving the rest to other smaller ISPs. We Would say mere 20 million by

    2012 is not an ambitious target and India needs to have atleast 50 million broadband

    subscribers [with speed of atleast 512 Kbps] assuming we will have 500 million phone

    [Wireless / Wire line] subscribers. The need of the hour is to take aggressive measures asrecommended by ASSOCHAM and an action like that ofReliance Communications to provide

    WiMax broadband in Bangalore and Pune.

    TRAI has released the latest figures on Internet and Broadband subscribers in India. At

    the end of June 2010 there were 9.45 Million Broadband subscribers. Last audit in August

    2006 pegged the Broadband subscribers at 1.7 Million. In all India has 8.5 Million internet

    subscribers.

    BSNL is the largest ISP with 44.6% market share followed by MTNL at 19.40%. Dial-

    up users spend mere 3 Hours a Month surfing the web.

    At the end of quarter ending June-2007, India has mere 2.52 million broadband subscribers

    [256 Kbps speed, it hasn't changed yet . A QoQ growth of just 8%. If we grow at this pace [8%

    QoQ growth] then we will have mere 10.06 million by 2010 half way through DoTs

    Broadband Policy 2004 target of 20 million broadband subscribers by 2010. If the QoQ

    growth is @ 10% then we will have 14.01 million subscribers by 2010.

    5

    http://www.broadbandindia.com/2007/07/assocham-recommends-cheaper-pcs.htmlhttp://www.broadbandindia.com/2007/07/assocham-recommends-cheaper-pcs.htmlhttp://convergence.in/blog/2007/06/05/reliance-wimax-in-bangalore-up-and-running/http://convergence.in/blog/2007/06/05/reliance-wimax-in-bangalore-up-and-running/http://convergence.in/blog/2006/10/07/broadband-subscribers-in-india-at-17-million/http://convergence.in/blog/2006/10/07/broadband-subscribers-in-india-at-17-million/http://www.trai.gov.in/trai/upload/PressReleases/482/pr25jul07no67.pdfhttp://www.broadbandindia.com/2007/07/assocham-recommends-cheaper-pcs.htmlhttp://www.broadbandindia.com/2007/07/assocham-recommends-cheaper-pcs.htmlhttp://convergence.in/blog/2007/06/05/reliance-wimax-in-bangalore-up-and-running/http://convergence.in/blog/2007/06/05/reliance-wimax-in-bangalore-up-and-running/http://convergence.in/blog/2006/10/07/broadband-subscribers-in-india-at-17-million/http://convergence.in/blog/2006/10/07/broadband-subscribers-in-india-at-17-million/http://www.trai.gov.in/trai/upload/PressReleases/482/pr25jul07no67.pdf
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    ONE TIME BOOKING CHARGE RS 500/-

    Reliance Broadband Plans:-

    Monthly Plan

    Charges(Rs.)

    Download

    Speed

    Bundled Usage

    (Data Transfer)

    Additional

    Usage(Rs.)

    499 300Kbps Unlimited -----

    649 600 Kbps Unlimited -----

    1099 1 Mbps Unlimited -----

    749 600 Kbps

    1 Mbps

    Unlimited -----

    2599 2 Mbps Unlimited -----

    500 300 kbps Unlimited -----

    299 2 Mbps 1 GB 0.90p

    400 150 kbps unlimited 0.90p

    Additional Benefits :- With every Broadband Connection Customer will get

    I. A Landline Connection with No Rental as well as Free Calls Worth Rs.50 p/m.

    II. Free Antivirus already installed on server.

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    Other Plans:-

    Online Speed Select Plan -> Select your speed while you surf.

    Night Unlimited Plan -> Unlimited surfing during night hours.

    Cross Pooling Plan -> Enjoy Data/Voice Services in a Fixed monthly rental.

    Combo Plan -> Pay rental for one service( Data or Voice ) & use another

    service on no rental basis. Pay only according to usage for the second service.

    Fixed Landline Phone Tariff Plans:-

    Plan Name Plan

    250

    Plan

    250

    Plan

    350

    Plan 500 Plan

    1500

    ONE INDIA299

    Monthly Plan

    Charge (Rs)

    250 250 350 500 1500 299

    Free Calls worth

    (Rs)

    200 100 300 500 1575 200

    Rate per Call

    Unit*(Rs/pulse)

    1.20 .50 1.20 1.10 0.90 .50

    For Reliance to

    Reliance free

    100 Na 100 50 50 Unlimited Free

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    within circle

    additional

    rental charged (

    optional plan)

    for R2R

    Unlimited free forlandline of all

    networks

    CHAPTER 2

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    OBJECTIVE

    To study purchase influencing factors for broadband connection by which company can

    focus on those factors.

    2.1 INTRODUCTION OF THE TOPIC

    Intention behind the study to check out the factors impacting or influencing the purchase

    decision of the customer as well as expectations of customers.

    To Study the interest of customers

    To study expections of customers from Reliance

    To check the perspective of customer for Reliance

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    To study strengths or weaknesses of competitors

    The Reliance mobile brand was branded as India Mobile to cash in on patriotic

    feelings

    Are the campaigns helped to educate people on the importance of

    telecommunication services.

    What should be next set of campaigns about the innovative product features

    which differentiated Reliance Infocomm from its competitors.

    To check effectiveness of the subsequent campaigns Reliance started riding on

    movies and cricket as themes .

    To know is the Advertising after launching every new and innovative product

    effective or not.

    RELIANCE BROADBAND

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    2.2 PROBLEM BEING FACED

    3

    Strength

    Low Price

    Strong Network

    Connectivity

    Flexible plans

    Cheap VAS Services

    Reputed Brand Name

    Weakness

    Poor image due to service

    Marketing problem

    Limited reach of wire lines.

    Slowest Activation Process

    Limited Budget for Sales Promotion

    Opportunity

    Preference of Flexible wired plans

    IPTV introduction

    Rural Telephony

    New Market, Vertical, Horizontal

    Competitors` Vulnerabilities

    Threat

    Political destabilization.

    New Entrants

    Introduction of 3G technology

    Market Demand

    New Product development by

    competitors

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    Competitors

    Not regular visit of DSEs and DSAs and Runner

    No Visit of ASM to feasibility study

    Not Proper Communication of Customers Complaint to the company

    Lack of instant complaint solving due to the lengthy documentation and entertainment

    of complaint

    Tariff Plans of Competitors

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    3

    Service

    provider

    Plan

    Name

    Speed Monthly

    Charges

    Rs.

    Fair

    Usage

    limit

    Value Added

    Service(VAS)

    Downloading Uploading

    1) Tata 500 500 kbps 256 kbps 1100 80 Gb Anti virus

    750 750 kbps 256 kbps 1500 100 Gb Anti virus

    500 500 Kbps 256 Kbps 1,250 80 GB

    1 Static IP+

    1 Domain Name+

    3 Personalized Mail

    Ids+

    Anti virus

    2) Airtel

    799

    2 mbps 256 kbps 799 5 Gb Voice calls of Rs.

    100

    1299

    2 mbps till

    20Gb

    beyond

    256 kbps

    256 kbps 1299 Unlimited Antivirus

    1699

    2 mbps till

    40Gb

    beyond

    256 kbps

    256 kbps 1699 Unlimited Antivirus, Games

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    5

    3)Reliance 499 300 kbps 300

    kbps

    499 Unlimited Free landline+ Voice calls ofRs.50+ Antivirus

    649 600 kbps 300

    kbps

    649 Unlimited Free landline+ Voice calls of

    Rs.50+Antivirus

    1099 1 Mbps 300

    kbps

    1099 Unlimited Free landline+ Voice calls of

    Rs.50+Antivirus,+Static IP

    1999 2 Mbps 300

    Kbps

    1999 Unlimited Free landline+ Voice calls of

    Rs.50+Antivirus+ Static IP

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    2.3 WHAT DOES COMPANY EXPECT TO DO BY SOLVING THE PROBLEM

    Customer Satisfaction: Company should focus on customer satisfaction so that

    customer will be loyal to the brand of company for this company should improve its

    service after sales.

    Customer Retention: The separate department of customer retention should be

    effective and company should adopt such flexible policy to suit customer.

    Increase in Sale: The sale should be increase with the help of more effective

    advertising, and marketing strategy.

    Service Excellence: Service is very important factor from customer perspective so it

    should be up to mark

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    CHAPTER 3

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    3.1 RESEARCH PROBLEM

    Collection of Customer Data of other companies Tata Indicom, Airtel & BSNL

    Sales associates and Sales Executive sometime gives wrong data Limitation of time and money

    3.2 RESEARCH OBJECTIVE

    To understand the reason of negative churn.

    To analyze the current perception of RCom with respect to other companies.

    To Increase the market potential within the limited territory

    SUB OBJECTIVE

    To know the demand of Rcom Broadband in as the demand of RCom Broadband

    declining in the market

    To help in development and need of new product

    To identify the company position among competitors

    To determine those factors which persuade Customers to buy RCOM broadband

    products

    To find out which type of schemes customer prefer and why?

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    3.3 INFORMATION REQUIREMENT

    Complete Price structure of Rcom, Airtel & Tata Indicom offer which includes:

    Installation and Processing Fees

    Discount Offered

    Schemes offered

    Service Tax

    SOURCES OF INFORMATION

    Data collected from the Company

    Secondary Data

    Internet

    Sales Associates

    Sales Executives

    Other Trainees (Runner)

    SCHEMES, PRODUCTS

    RELIANCE PRODUCT

    Reliance Broad Band

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    Reliance Fixed Line Phone

    Reliance Mobile

    Reliance Data Card

    Reliance Voucher, E-Recharge

    Reliance PCO

    3.4 RESEARCH INSTRUMENT USED

    Research methodology is a way to systematically do the job. It may be understood as a

    science of studying how research is done scientifically. The most desirable approach with

    regards to the selection of the research methodology depends on the nature of particular work,

    time and resources available along with the desire level of accuracy.

    Research Type Descriptive Research

    Data Source Primary Data and Secondary data

    Research Instrument Questionnaire design and Govt. sources

    Type of QuestionnaireStructured

    Sample Size 100

    Sampling Method Judgmental

    Contact Method Personal Interview

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    3.5 FIELD WORK

    1. Market visiting & Survey

    2. Approach for new customers

    MARKET VISITING & SURVEY

    1st June was my first day of summer training in Reliance communication in Pune. I met to Mr.

    Debi Nandi sir. He took my interview and selects me for summer training.

    Then he chose my mentor. Mr. Bahubali Agre Sir who guides me in summer training.

    After that I had to do my summer training under Bahubali sir.

    First day I went to the Existing Customer of RCom whose connection were terminated

    in recent days. Then I met to the ASM Mr. Bahubali Sir and got the all information about the

    market and knew that how they work and how increase the goodwill of R. Communication.

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    They give the regular information about current scheme & plan. We saw that there were more

    flexible plans then any other subscriber in compare to the Reliance Communication.

    Time of visiting to Customers I learnt all those things how to explain in front of

    customer about the plan & schemes and main thing I learnt there how to convince for accepting

    a big budget schemes. We familiarized with some kinds of problems those having been Sales

    Executive and Sales Associates, in his working day with customers. After finishing all the

    customers I went again to the main office for reporting my work to Bahubali sir. Along with all

    work we had to also seen those some customers which did not keep Reliance Broadband. The

    main reason through which they cant keep the above given facilities is that they were not

    telling their problem with us. For removing these problems, there was only one way that they

    have to tell us their problems with us through which we can get remove that problem by

    informing to the operation and maintenance department. Therefore at last I asked the problem

    and they shared with us their problem. Since I was a junior therefore it was my responsibility to

    keep all the problems in front of Mr. Bahubali sir.

    It was my marketing visiting for the 40 days which was the great experienced work for

    me. In this period I learnt some kinds of idea for increasing the sale, customer retention and

    also I got familiarized with those problems which generally come in the market for selling

    purpose.

    APPROACH FOR CORPORATE OR INSTITUTIONAL CUSTOMER

    I went with Corporate SEs to the Institutions and Corporate office and met to the HR

    Managers and understand the way that how to convince the corporate customer and how to

    negotiate with the plan. The plan for corporate customers are flexible and can be decided

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    according to the need of corporate customer and the type of service they needed. Its a good

    experience for me.

    APPROACH FOR NEW RETAIL CUSTOMER

    In the second phase of my training I got the target for 10 new customers in the whole area that

    comes under in Bahubali sir. I achieved my target within 7 days for the 10 customers new

    approach I moved all around the area which comes under in Mr. Bahubali sir. I was having the

    different kinds of plans and schemes through which I could make the new customers. Area was

    as follow:

    Pune-J.M. Road, Prabhat Road, Shivaji Nagar . I got my 100% target. It was the good

    achievement for me and according to Mr. Bahubali sir it was the much appreciated work which

    was done by me.

    CHAPTER - 4

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    DATA INTERPRETATION OF CUSTOMERS SURVEY

    For Household Customers

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    Interpretation:

    From 50 1x user survey 62% of them use internet for downloading and netsurfing. The

    20% 1x user said that they use internet for social networking sites and also for net

    surfing. Only 18% users said that they use internet for sending and receiving e-mail.

    For Commercial Customers

    3

    The Purpose of using Internet (Household Customers)

    Use No. of Respondent% of people

    Downloading and

    net surfing

    31 62%

    Social networking

    & net surfing

    10 20%

    Limited use 09 18%

    The Purpose of using Internet(Commercial Customers)

    UseNo. of Respondent

    % of people

    BusinessActivities

    27 54%

    Data Collection 13 26%

    As a Means Of

    Communication

    10 20%

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    Interpretation:

    From 50 1x Commercial users survey 54% of them use internet for Business Activities.

    The 26% 1x user said that they use internet for Data Collection. Only 20% users said

    that they use internet just as a means of communication.

    Most Influencing factor of consideration while purchasing broad band

    Factors No. of Respondent % of people

    Brand name 10 10

    Flexibility in Tariff Plan 40 40

    Price 30 30

    Easy Availability 05 5

    After Sale Service 10 10

    Others 05 5

    Total 100 100

    Interpretation- As shown in the graph it was found that 40% people gives most

    preferred option to flexibility in plans and 30% people are price conscious, 10% people

    give preference to after sales service and brand name equally.

    Satisfaction level in Consumer from Various services

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    Avg. figure Tariff plan Price After Sales Service

    Reliance 9 9 5

    Airtel 7 7 8

    Tata 8 8 8

    BSNL 5 6 6

    Interpretation- As shown in the graph it was found that satisfaction level of customer

    from Reliance communication towards tariff plan is excellent and then it is an approx samefor Airtel and Tata Indicom in broadband sector. BSNL has the least satisfied customer in

    terms of tariff plan.

    Interpretation- As shown in the graph it was found that satisfaction level of customer from

    Reliance communication towards Pricing is excellent and then it is approx. same for Airtel and

    Tata Indicom in broadband sector. BSNL has the least satisfied customer in terms of pricing.

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    Interpretation- As shown in the graph it was found that satisfaction level of customer from

    Reliance communication towards after sales serice is found worst and then it is approx. same

    for airtel and tata indicom in broadband sector. BSNL has the moderate satisfied customer in

    terms of after sales service.

    gree.

    Reliance Broadband is Better Than Any Other Company

    Buyer Behavior No. of respondents %of people

    Strongly agree 20 20

    Agree 38 38

    Neutral 19 19

    Disagree 18 18

    Strongly Disagree 5 5

    Total 100 100

    Interpretation It is found that Buyer readiness state for Reliance Broadband in which 20%

    people are strongly agree with reliance broadband and 38% people are agree and 19% people

    are neutral. 18% people are disagree and 5% people are strongly disagree.

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    Problem Most Suffered by Rcom Customers

    Problems No. of Respondents %of people

    Service level 40 40

    Claim level 15 15

    Product availability 20 20

    Product awareness 25 25

    Interpretation- The most irritating problem is the poor service level between customers.

    40% customers out of 100 sample data are not satisfied with service. Then 25% customers are

    not able to use current new schemes because of the unawareness about the new products. 20%

    customer doesnt take service because of feasibility problem and 15% people are annoyed from

    claim process.

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    CHAPTER-5

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    FINDINGS1. Quality of the service provided plays an important role in keeping the existing

    customers and to bring new customers

    2. After sales service plays essential part of customer satisfaction. More than 50%

    customers have complaints regarding the after sales service of Airtel broadband. But a

    number of customers have reported it excellent and very good.

    Satisfaction:

    1. Most of the corporate customers i.e. around 56% of respondents are satisfied with

    RComm Broadband, 20% of them push RCOMM brand to the customer and rest 24%

    retailers are not satisfied with RComm brand due to claim pending and the bandwidth

    problem. The corporate customers complaint dont get entertained in time by company

    as easily as possible properly.

    2. Most of the Retail customers i.e. around 50% are dissatisfied with RCom Broadbandservices , around 35% are partially satisfied with RCom Services and rest shows the

    averse behavior towards the RCom brand and it is of 15% in terms of percentage.

    Problems: -

    1. Around 25% of the respondents said that there is Bandwidth problem with RCom, on the

    other hand they found its competitors viz. Airtel, BSNL, TATA indicom network

    connectivity of very good level.

    2. Around 40% customers found that RCom first bill of broadband is not comprehensive to

    them and they are charging more. But actually it is due to the not proper communication

    of payment details and proper mentioning of bills. Hence the retail customer or

    institutional customer dont pay bill and RCom lose the customer.

    3. Many customers around 50% are get frustrated by its first installation time. The

    installation time for Broadband is quite high and its pathetic in comparison to the other

    subscribers.

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    Support from company: -

    Most of the customer says that they are not supported by the companies personnel &

    companies helpline.

    All companies provide POP at right time and in adequate number.

    But actually customer said that the Company Personnel doesnt communicate the Customercare numbers as well as the relevant authority whom they can cater their complaint. Hence

    customer become frustrated with their problem.

    Sales Promotion budget-

    Reliance Communication believes in aggressive selling but it does not look for sales promotion

    and sales executives motivation. Hence the frontline management should be motivated by

    giving attractive incentive and bonus. It is existing nowadays also but it is not lucrative.

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    CHAPTER 6

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    SUGGESTIONS

    On the basis of extensive study and research, here are some recommendation and

    suggestion which may help the company to market the product and service more profitability

    and increase its share in the Telecom market.

    Problem handling should be made easy for the customers as the procedure of handling

    problem is very lengthy. Hence, customer care should direct forward the complaint to

    the maintainance department and get sort out the problem.

    Customer should be recalled after confirmation of maintainace department that the

    problem has been resolved or not.

    Sales executives and Sales associates should be motivated perpetually to increase the

    sales and they should have been given the particular prospects to create customers.

    Sales promotion activites for big organization say industries should be opted for selling

    broadband and fixed line phones at an attractive prices.

    As the demand for reliance broadband is good hence company should go for service

    excellence otherwise competitor will catch up the customers by service issue of

    RComm. Hence Customer will shift to other subscribers.

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    I have analyzed that the customer complaint is not entertained as they desires hence

    customer should be cater and confirmed by telecalling about the problem and

    satisfaction.

    Promotional Activities

    The company expand the budget allocation for promotional campaign for sales

    executives and sales associates because these are the people are actually responsible for actual

    sales and revenue. It has affected the sale service brand image of Reliance especially in Pune.

    Low supports in promotion have lead to fluctuation in sale. As Pune and other metro cities

    requires more money for survival at lower management level. Hence hike in salary or some

    motivational incentives should be given to SEs and SAs.

    Advertising

    Advertising should have a clear objective and message, which has not been found in recent

    ads. Reliance is a faster growing provider service in each state .every offers and schemes they

    should show with proper message for benefit to the customer. In busy life customer do not

    remembered any offers and which service we can provided for the customer therefore they

    should by force showing advertisement in growing market and among customer .customers

    wants continuously exposure in Cable and Local newspapers.

    Persuasive Advertising:-

    Now there is a need of persuasive advertising for Reliance service which can be moved into

    the category of comparative advertising. It will help the company to establish the superiority

    of its brand service through specific comparison of one or more attributes and features.

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    Technical Expertise:-

    The advertisement should show the companies expertise, experience and pride in

    market the product service sale.

    Media:-

    A combination of print ads and TV commercial do a better job. Local ads and publicity

    should be giving more stress. Hoardings, banners, wall painting should be promoted. Ads on

    Cable network result greater audience attention. Schemes, gift offers etc. must be highlighted

    through Radio and Local newspapers. BSNL and aircel are the best user of Media Services.

    Sales Promotion -

    Cash discount

    Premiums

    Appointment of sale promoter

    Financial schemes

    Occasional Discount -

    The company may go for occasional discount offers or price off from time to time

    specially during any festival. Off season discount may also prove helpful to check fluctuating

    sales.

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    CHAPTER-7

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    Bibliography

    BOOKS

    Marketing Management - Phillip Kotler

    Marketing Research - Tull & Hawkins

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    MAGAZINE

    Business Today

    Advertising & Management

    NEWSPAPERS

    Economic Times

    Hindustan Times

    WEBSITE

    www.COAI .in

    www.trai.co.in

    www.AUSPI .in

    The relevant information from the internal source of the organization.

    3

    http://www.coai/http://www.trai.co.in/http://www.auspi/http://www.coai/http://www.trai.co.in/http://www.auspi/
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    CHAPTER-8

    QUESTIONNAIRE

    1 .For what purpose you are using internet

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    Downloading and net surfing

    Social networking and net surfing

    Limited use

    2 Most Influencing factor of consideration while purchasing broad band?

    brand name

    flexibility in tariff plan

    easy availability

    after sale service

    others

    3. Can You evaluate Brand on the Basis of Best Flexible Tariff Plan?

    Airtel

    Reliance

    Tata

    BSNL

    4. Can You evaluate Brand on the Basis of Best Pricing?

    TATA

    Airtel

    Reliance

    BSNL

    5. Can You evaluate Brand on the Basis of Best After Sales Service?

    TATA

    Reliance

    Airtel

    BSNL

    6.What is the nature of problem you face with the Most with RCom?

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    Service level

    Claim level

    Product availability

    Product awareness

    7. Is the Reliance Broadband better than any other company?

    Strongly Agree

    Agreee

    Neither Agree Nor Disagree

    Disagree

    Strongly Disagree

    8. Are you aware about new scheme of RCom?

    Yes

    No

    9. If no, why are you not aware about scheme ? Because of

    Inadequate advertising

    Communication from SAs

    Unawareness about new products

    Other Reason_________.