Pradeep Solanki Project

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ADISSERTATION

REPORTON

A Comparative Study of Consumer Satisfaction towards Tata

Tele services and Other

Service Provider in Telecom Sector

A report Submitted in partial fulfillment of the Requirement of MBA PROGRAM (SESSION 2009-2011) OF UTU ,DEHRADUN

SUBBMITTED BY

PRADEEP SOLANKI

MBA- I V SEM

UNDER THE SUPERVISION OF.

MR.RANDHIR KUMAR

SUBMITTED TO

Arcadia Grant P.O, Chandenwari Premnagar, Dehradun-248007(UTTARAKHAND)

(approved by AICTE,Ministry OF HRD,Govt. of IndiaAffiliated to Uttrakhand Technical Univerisity,Dehradun)

(BATCH-2009-2011)

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DECLARATION

This is to certify that the project entit led “A COMPARATIVE

STUDY OF CONSUMER SATISFACTION TOWARDS TATA

TELE SERVICES AND SERVICE PROVIDER IN TELECOM

SECTOR” submitted to UIBS Dehradun, Uttarakhand Technical

University in partial fulfillment of the requirement of the award

of the degree of Masters of Business Administration (MBA), is

an original work carried out by Pradeep solanki with Enrollment

No. 8NBDH019 under my guidance.

The matter embodied in this project is a genuine work done by

the s tudent and has not been submitted to this univers ity/

insti tute for the fulfi l lment requirement of any course of the

study.

(Er. Randhir Kumar)

Assistant Professor

Head – Training & Placement

UIM,UIT,UIBS, Dehradun

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ACKNOWLEDGEMENT

First and foremost I want to thank Mr. RANDHIR KUMAR

(faculty) of the college who gave us an opportunity to work on

this project and for giving me proper guidance and boosting by

morale and helping me in the preparation of my Management

Thesis .The present study is undertaken to understand the customer

satisfaction in mobile service providers.The study was done to find out

the customer satisfaction level in mobile service provider players in the

market and to know the customer perception towards other mobile

service providers, this survey was done in twin cities.The data was

processed using computer aided tools such as MS-EXCEL,SPSS

frequency tables were used for analysis.

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TABLE OF CONTENT

Acknowledgement……………………………………………3

List of tables…………………………………………………..4

Summary

1. Introduction…………………………………….…..6

2. Objective of the Research…………………………42

3. Research Methodology…………………………….43

4.Limitation of the Research…………………………46

5.Interpretation and Analysis…………………………48

6. Findings and conclusions…………………………..56-58

7. Questionnaire………………………………………..59

.

8. Bibliography………………………………………….64

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INTRODUCTION

Theoretical background of the topic.

Customer satisfaction :According to Philip Kotler ,”satisfaction is a persons feelings of pressure anddisappointment resulting from product perceive performance outcome inrelations to his/her expectations. Customer satisfaction is a level on personsfelt state resulting from comparing a product’s perceived performance(outcome) in relation to the person’s expectations”.This satisfaction level is a function of difference between perceived

performance and expectations. If the product’s performance, exceed

expectation the customer highly satisfied or delighted. If the performancematches the expectations the customer is satisfied. If the products

performance fall shorts of expectations the customer is dissatisfied.

Many companies are aiming for high satisfaction because customers

who are just satisfied still find it easy to switch when a better offer

comes along. High satisfaction order light creates an emotional

affinity with brand.

Variety of factors that affect customer satisfaction includes product

quality, product availability and after sales support such as warranties

and services. Customer satisfaction is seen as a proof of delivering a

quality product or service. It is believed that customer satisfaction

brings sales growth, and market share. A company can always

increase customer satisfaction by lowering its price or increasing its

services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.

India is on the threshold of a new millennium. India chose for global

economy, exposing her to winds of change in the market place, which

has expanded vastly and become fiercely competitive. In the changed

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environment, decision makers view the marketing concept as the key

to success. Marketing in practice has to manage products, pricing,

promotion and distribution.

A successful product can be developed by exploding these

opportunities. While delivering the value of the consumer we make

use of marketing support. This support is based on the knowledge of

consumers and distribution. Marketing support both at the

introduction of products and maturing is considered.

Marketing, as suggested by the American Marketing Association is

"an organizational function and a set of processes for creating,

communicating and delivering value to customers and for managing

customer relationships in ways that benefit the organization and its

stakeholders".

The two major factors of marketing are the recruitment of new

customers (acquisition)and the retention and expansion of

relationships with existing customers (base management). Marketing

methods are informed by many of the social, particularly psychology,

sociology, and economics. Anthropology is also a small, but growing,

influence. Market research underpins these activities. Through

advertising, it is also related to many of the creative arts.

For a marketing plan to be successful, the mix of the four "Ps"1 i.e.

product, price, place, promotion must reflect the wants and desires of

the consumers in the target market. Trying to convince a market

segment to buy something they don't want is extremely expensive and

seldom successful. Marketers depend on marketing research, both

formal and informal, to determine what consumers want and what

they are willing to pay for .Marketers hope that this process will give

them a sustainable competitive advantage .Marketing management is

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the practical application of this process. The offer is also an important

addition to the 4P's theory.

SKILLS OF MARKETERS:

Marketers have 4 main skill sets that they bring to an enterprise:

Opportunity Identification: Marketing begins before there is a product

to sell.

Many people think marketing is just selling whatever comes out of the

manufacturing plant. It's the job of marketing to decide WHAT comes

out of the manufacturing plant in the first place. Before a business can

make money there must be opportunities for money to be made and

it's marketing's job to define what those opportunities are. Marketers

analyze markets, market gaps, trends, products,

competition, and distribution channels to come up with opportunities

to make money

COMPETITIVE STRATEGY/POSITIONING:

Markets consist of groups of competitors competing for a customer's

business. The job of marketing is to decide how to create a defensible

sustainable competitive advantage against competitors. Marketers conceive

strategies, tactics, and business models to make it hard if not impossible for

competition to take away customers from their business.

DEMAND GENERATION/MANAGEMENT:

It's the job of marketing to create and sustain demand for a company's

products. Marketers manage demand for a company's products by

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influencing the probability and frequency of their customer's purchase

behavior.

SALES:

The ultimate goal of marketing is to make money for a business. In most

company’s sales is a different discipline and department from marketing. But

in order for salespeople to have any long term success in a company they

must be led by marketing. The better job a company does of identifying

opportunities, creating a differential sustainable competitive advantage, and

generating demand for their products the easier it will be for salespeople to

make sales.

METHOD TO MEASURE CUSTOMER SATISFACTION:

Companies use the following methods to measure customer satisfaction.

Complaints and suggestion system:

Companies obtaining complaints through their customer service centres, and

further suggestions were given by customers to satisfy their desires.

Customer satisfaction surveys:

Responsive companies obtain a direct measure of customer satisfaction by

periodic surveys. They send questionnaires to random sample of their customers to find out how they feel about various aspects of the company’s

performance and also solicit views on their competitor’s performance. It is

useful to measure the customer’s willingness to recommend the company

and brand to other persons.

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LOST CUSTOMER ANALYSIS.

Companies should contact customers who have stopped buying or who have

switched to another supplier to learn why this happened.

CONSUMER BEHAVIOR VS CONSUMPTION BEHAVIOR:

Consumer behavior refers to the manner in which an individual reaches

decision related to the selection, purchases and use of goods and services.

Walters and Paul says that, consumer behavior is the process where by the

individuals decides what, when, how and from whom to purchase goods &

services.

Consumer behavior relates to an individual person (Micro behavior) where

as consumption behavior relates to and to the mass or aggregate of

individuals (Macro behavior) consumers behavior as a study focuses on the

decision process of the individual consumer or consuming unit such as the

family.

In contrast the consumption behavior as a study is to do with the explanation

of the behavior of the aggregate of consumers or the consuming unit.

Consumer is a pivot, around which the entire system of marketing revolves.

The study of buyer behavior is one of the most important keys to successful

mark

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INTRODUCTION TO TELECOM INDUSTRY:

The Indian Telecommunications network with 110.01 million connections is

the fifth largest in the world and the second largest among the emerging

economies of Asia. Today, it is the fastest growing market in the world and

represents unique opportunities for U.S. companies in the stagnant global

scenario. The total subscriber base, which has grown by 40% in 2005,is

expected to reach 250 million in 2007. According to Broadband Policy 2004,

Government of India aims at 9 million broadband connections and 18

million internet connections by2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the

last 3 years, two out of every three new telephone subscribers were wireless

subscribers. Consequently, wireless now accounts for 54.6% of the total

telephone subscriber base, as compared to only 40% in 2003. Wireless

subscriber growth is expected to bypass 2.5 million new subscribers per

month by 2007. The wireless technologies currently in use are Global

System for Mobile Communications (GSM) and Code Division Multiple

Access (CDMA). There are primarily 9 GSM and 5 CDMA operators

providing mobile services in 19 telecom circles and 4 metro cities, covering

2000 towns across the country

EVOLUTION OF THE INDUSTRY-IMPORTANT MILESTONES:

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1851First operational land lines were laid by the government near

Calcutta (seat of British power)

1881 Telephone service introduced in India1883 Merger with the postal system

1923 Formation of Indian Radio Telegraph Company (IRT)

1932Merger of ETC and IRT into the Indian Radio and Cable

Communication Company (IRCC)

1947 Nationalization of all foreign telecommunication companies to form

the Posts, Telephone and Telegraph (PTT), a monopoly run by the

government's Ministry of Communications

1985Department of Telecommunications (DOT) established, an exclusive

provider of domestic and long-distance service that would be its own

regulator (separate from the postal system)

1986Conversion of DOT into two wholly government-owned companies:

The Videsh Sanchar Nigam Limited (VSNL) for international

Telecommunication and Mahanagar Telephone Nigam Limited

(MTNL) for service in metropolitan areas

1997Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National TelecomPolicy adopted.

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2000DoT becomes a corporation, BSNL

A large population, low telephony penetration levels, and a rise inconsumers' income and spending owing to strong economic growth havehelped make India the fastest-growing telecom market in the world. The firstand largest operator is the state-owned incumbent BSNL, which is also the

7th largest telecom company in the world in terms of its number of subscribers. BSNL was created by corporatization. While DTS (Departmentof Telecommunication Services), a government unit responsible for

provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as BhartiTelecom, TATA Indicom, Vodafone, MTNL, Idea,Vodafone and BPL haveentered the space. Major operators in India. However, rural India still lacksstrong infrastructure.The total number of telephones in the country crossed the 300 million mark on June 182008The overall tele-density has increased to 36.98% in March2009 .In the wireless segment, 15.87 million subscribers have been added inMarch 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) baseis more than 391.76 million now. The wire line segment subscriber basestood at 38.22 million with a decline of 0.13 million in October 2008.

MARKET SHARE OF PUBLIC AND PRIVATE INDUSTRY

The fixed line and mobile segments serve the basic needs of local calls, longdistance calls and the international calls, with the provision of broadbandservices in the fixed line segment and GPRS in the mobile arena. Traditionaltelephones have been replaced by the codeless and the wireless instruments.Mobile phone providers have also come up with GPRS-enabled multimediamessaging, Internet surfing, and mobile-commerce.The much-awaited 3Gmobile technology is soon going to enter the Indian telecom market. The

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GSM, CDMA, WLL service providers are all upgrading them to provide 3Gmobile services. Along with improvement in telecom services, there is alsoan improvement in manufacturing. In the beginning, there were only theSiemens handsets in India but now a whole series of new handsets, such as

Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA phones,etc. have come up.Touch screen and advanced technological handsets are gaining popularity.Radio service shave also been incorporated in the mobile handsets, alongwith other applications like high storage memory, multimedia applications,multimedia games, MP3 Players, video generators, Camera's, etc. The valueadded services provided by the mobile service operators contribute morethan 10% of the total revenue.

THE GLOBAL CELLULAR MOBILE INDUSTRY

GLOBAL TELECOM SECTOR

Earnings visibility:

Earnings growth is being driven by improving pricing conditions, stabilizingoperating trends, aggressive cost cutting initiatives, a positive regulatoryenvironment, strong wireless growth, and new market opportunities. Thishas translated into greater visibility of forward earnings as evidenced byrecent increased analyst upgrades within the sector.

Merger synergies:

Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity,albeit at a slower pace than recently witnessed. Global telecom M&A dealsover the past two years have reflected market expansion but have also had a

positive effect on the buyers’ balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled

services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stocks election.

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GROWTH:

While cost-cutting has been a major source of earnings growth, we have seentop-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector comingfrom a number of areas including: broadband, 3G (third generation)technology, expansion in emerging markets. Broadband penetration has beenaccelerating as internet customers are seeking faster downloads for audioand video files. 3G services, which facilitate the simultaneous transfer of

both voice and non-voice (i.e.video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platformand should finally begin to realize their growth potential in 2007.Emerging

market companies benefit from low penetration rates and also tend to havelower leverage, higher margins and higher growth than most developedmarkets telecom companies.

GLOBAL OPPORTUNITIES

It has become less difficult to find attractive telecom investmentopportunities globally than it was a year ago. As the fog has lifted from thesector, there are increased opportunities within both the growth and value

spaces

TELECOM INDUSTRY IN INDIA:

India’s telecom sector has witnessed some fundamental structural

and insti tu tional reforms in the past decade. The Nat ional

Telecom Policy, initially formulated in 1991 and substantially

amended in 1994 and in 1999, has been the dr iving force of

development and l iberal izat ion in the sector. The cur rent

regulatory environment allows the entry of private companies in

all areas of telecom services and equipment manufacturing,

except international long distance communications and strategic

communication.

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Important developments of the 1990s have been:

• Entry of the private sector (including foreign investment) into

the equipment manufacture

• Progressive liberalization of imports, and a reduced import

tariff of 5% on capital goods

• Private sector participation (including limited foreign equity)

in basic and value added services on a licensing model

• Reductions in long distance tariffs

• Setting up of an autonomous regulatory authority

• Corporatisation of government-owned monopoly entities.

Since the initial formulation of the Telecom Policy in 1991, the

telecom landscape has grown substantially in the past ten years

to include a range of services:

• Fixed line voice services: local, national, international, pay

phones, voice mail and home direct

•

Fixed line Non-voice: Telegraph services, telex, ISDN, leasedline circuits and packet switched data networks

• Value-added services: Mobile telephony, radio paging, VSAT,

Internet, videoconferencing, INMARSAT and intel ligent

networks.

As a result, the sector has been growing by more than 20% since

1996, despite a recessionary trend in overall industrial growth.

Private investment in value-added services and infrastructure has

played an important role in the sector’s growth and

diversification.

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In 2000-01, telecom sector companies had combined revenues of

Rs.650 billion, which was 22.3% higher than the previous year.

The sector is expected to continue growing at more than 15%

annually over for the next f ive years, with cel lular services

expected to have the fastest growth.

Basic Services

In 2000-01, more than 5.9 mil l ion l ines were commissioned,

taking the installed base to 37 million lines. The state operators

(BSNL and MTNL) account for almost 99% of revenues from

basic services. Private sector services (first introduced in 1996)

are presently available in only six circles, and have less than 0.3

million connections, since the first round of licenses were issued

in 1995. However , private services focus on the business /

corporate sector, and offer reliable, high end services, such as

leased lines, ISDN, closed user group and videoconferencing. As

a result, private operators generate more average-revenues-per-

user (ARPU) than state-owned service providers.

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Rank Companies Turnover

2007-

08(Rs

crores)

Turnover

2008-09

(Rs Crores.)

Growth

(%)

1. BSNL 23,500 23,000 2.172. MTNL 6147 5784 6.2

3. VodafoneTelec

om

252 139 81

4. Bharti Telenet 162 109 48

5. Tata

Teleservices

149 86 73

6. HFCL Infotel 80 13 260

7. ShyamTelelink

36 10 260

8. Reliance NA NA NA

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Cellular Mobile Telephone Services

India has adopted the Global System of Mobile Communication

(GSM) for provision of cellular services. Cellular services in

India operate in the frequency band 890-902.5 MHz / 935-947.5

MHz., each operator has been allocated a frequency spectrum of

6.2+6.2 MHz in metro cities (5.8+5.8 MHz in Chennai), and 4.4

+4.4 MHz in o ther telecom circles . Cel lu lar services, f ir st

introduced in 1995, are presently available in 18 telecom circles

and 4 metro c it ies (Delhi, Mumbai, Chennai and Calcutta) .

Cellular and billed revenue was Rs 38.65 billion in year 2000-01,

of which the four metro circles accounted for 51%. Pre-paid

subscriptions are becoming more popular: nearly 70% of new

subscript ions were pre-paid, which ref lects the low usage of

services in India. At present, 22 private companies provide

cellular services in 18 telecom circles and 4 metro cities (Delhi,

Mumbai, Chennai and Calcutta). Altogether, there are 51 cellular

services in operation nationally. However, f ive players having

services in 44 of these circles control the market.

Severa l changes have t aken p lace s ince the f ir st round of

licensing in 1995. The first licenses were granted on the basis of

competitive bidding for four metro circles, with two licenses for

each c ircle. In the f ir st round, l icenses were i ssued for 18

territorial circles, based on a fixed licensing fee. However, until

1999, there was l imited growth in subscript ions and several

operators ran into severe losses, with most licensees defaulting

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on license fees. However, there has been accelerated growth in

the segment since 1999, with subscriptions growing by more than

90% per annum. Policy changes such as migration from fixed

license fee regime to a revenue sharing regime, customs duty

reduct ion on mobi le phones from 25% to 5%, and tariff

reductions resulted in the subscriber base growing by almost 90%

annually and crossing the 4 million mark in June 2001 (estimated

to cross 5 million by end of 2001). The segment is witnessing

further competition with the announcement of the Department of

Telecom Operations/ Mahan agar Telephone Nigam Limited as

the third operator in each service area and the recent bid in July

2001 for the fourth cel lular operator for var ious circles. No

further entry of operators is envisaged in the cellular circles, for

the time being.

Major Cellular Service Providers

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COMPANY PROFILE

TATA TELESERVICES

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Tata Teleservices is part of the INR Rs. 96723 Crore (US$ 22

billion) Tata Group, that has over 96 companies, over 250,000

employees and more than 2.8 million shareholders. With a

committed investment of INR 36,000 Crore (US$ 7.5 billion) in

Telecom (FY 2008), the Group has a formidable presence across

the telecom value chain.

Tata Teleservices spearheads the Group’s presence in the telecom

sector. Incorporated in 1996, Tata Teleservices was the first to

launch CDMA mobile services in India with the Andhra Pradesh

circle.

Starting with the major acquisition of Hughes Tele.com (India)

Limited [now renamed Tata Teleservices (Maharashtra) Limited]

in December 2002 the company swung into an expansion mode.

With the total Investment of Rs 19,924 Crore, Tata Teleservices

has created a Pan India presence spread across 20 circles that

include Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,

Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,

Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar

Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.

Having pioneered the CDMA 3G1x technology platform in India,

Tata Teleservices has established a robust and reli able 3G ready

telecom infrastructure that ensures quality in its services. It has

partnered with Motorola, Ericsson, Lucent and ECI Telecom for

21



the deployment of a reliable, technologically advanced network.

The company, which heralded convergence technologies in the

Indian telecom sector, is today the market leader in the fixed

wireless telephony market with a total customer base of over 3.8

million.

Tata Teleservices’ bouquet of telephony services includes Mobile

services, Wireless Desktop Phones, Public Booth Telephony and

Wire line services. Other services include value added services

like voice portal, roaming, post-paid Internet services, 3-way

conferencing, group calling, Wi-Fi Internet, USB Modem, data

cards, calling card services and enterprise services.

Some of the other products launched by the company include

prepaid wireless desktop phones, public phone booths, new

mobile handsets and new voice & data services such as BREW

games, Voice Portal, picture messaging, polyphonic ring tones,

interactive applications like news, cricket, astrology, etc.

Tata Indicom redefined the existing prepaid mobile market in

India, by unveiling their offering – Tata Indicom ‘Non Stop

Mobile’ which allows customers to receive free incoming calls.

Tata Teleservices today has India’s largest branded telecom retail

chain and is the first service provider in the country to offer an

online channel www.i-choose.in to offer postpaid mobile

connections in the country.

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http://www.i-choose.in/




Tata Teleservices has a strong workforce of 6000. In addition,

TTSL has created more than 20,000 jobs, which will include

10,000 indirect jobs through outsourcing of its manpower needs.

Today, Tata Teleservices Limited along with Tata Teleservices

(Maharashtra) Limited serves over 19 million customers in over

3400 towns. With an ambitious rollout plan both within existing

circles and across new circles, Tata Teleservices offers world-

class technology and user-friendly services in 20 circles.

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KEY PEOPLE DRIVING TATA TELESERVICES

Mr. Ratan N. Tata

Designation: ChairmanCompany: Tata Sons Ltd.

Mr. K. A. Chaukar

Designation: ManagingDirector Company: TataIndustries Ltd.

Dr. J. J. Irani

Designation: Director Company: Tata Sons Ltd.

Mr. S. K. Gupta

Designation : GroupTelecom Advisor Company : -

Mr. R. Gopalakrishnan

Designation: Director Company: Tata Sons Ltd.

Mr. I. Hussain

Designation: Director Company: Tata SonsLtd.

Mr. N. Srinath

Designation : Director

Company : VSNL

Mr. N. S.Ramachandran

Designation: Director Company: TataTeleservices Ltd.

24

http://www.tataindicom.com/t-aboutus-ttsl-bod-ramachandran.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-srinath.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-hussain.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-gopal.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-gupta.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-irani.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-chaukar.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-rtata.aspx



Mr. S. Ramadorai

Designation: CEO & ManagingDirector

Company: Tata ConsultancyServices Limited.

Dr. Mukund GovindRajan

Designation: Vice

PresidentCompany: Tata SonsLtd.

Mr. Ambrish Sukhani

Designation : Director Company : Temasek Holdings

Advisors India Pvt Ltd., ("THAIPL")

TTML

25

http://www.tataindicom.com/t-aboutus-ttsl-bod-manish.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-mukund.aspx

http://www.tataindicom.com/t-aboutus-ttsl-bod-ramdorai.aspx



The premier telecommunication service provider, licensed to provide

services in Maharashtra (including Mumbai) and Goa.

Tata Teleservices Maharashtra Limited (TTML) spearheads the Tata Group's

presence in the Indian telecom sector by being the premier

telecommunication service provider, licensed to provide services in

Maharashtra (including Mumbai) and Goa.

TTML's bouquet of telephony services include mobile, fixed wireless phones

(FWP), public telephone booths & wire line services. Its suite of broadband

Data Network & Application services include Leased Lines, DSL, Wi-Fi,

Ethernet, Managed Gateway services & Web Conferencing services.

The company has deployed the latest 3G 1X CDMA technology in the state

to offer wireless communication services like mobile & Fixed Wireless

phones to its customers. This state-of-the-art technology caters to the needs

of all market segments i.e. commercial, residential and PCO, facilitates the

company's aim to provide good network coverage, high voice quality,

reliable service and comprehensive as well as customer-oriented value-added

services. TTML, in a very short span, has also emerged as the market leader

in FWP services in Maharashtra circle.

Formerly Hughes Tele.com (India) Ltd., the company was renamed to Tata

Teleservices Maharashtra Ltd subsequent to the acquisition of 70.83% equity

shareholding by TATA Group in December 2002. The company's shares are

traded on the Bombay Stock Exchange (BSE) and the National Stock

Exchange (NSE).

Tata Teleservices

26



Profile

Tata Teleservices (TTSL) operates India's largest branded

telecom retail chain, spearheading Tata Group's presence in the

telecom sector. Incorporated in 1996, it was the first company in

India to launch CDMA mobile services. Together with Tata

Teleservices (Maharashtra) Limited, it currently offers services

under the brand name 'Tata Indicom' to more than 17.1 million

customers in over 3,400 towns, and is the market leader in fixed

wireless telephony with a total customer base of over 3.8 million.The Tata Group had a committed investment of Rs36,000 Crore

(US$ 7.5 billion) in the telecom sector in the financial year 2006.

Starting with the acquisition of Hughes Tele.com (India)

(renamed Tata Teleservices (Maharashtra) Limited) in 2002,

TTSL swung into an expansion mode. Today, it has a total

investment of Rs19, 924 Crore, and with an ambitious expansion

plan both within existing and across new circles, aims to reach

100 million subscribers by 2011.

TTSL introduced convergence technology in India. A pioneer in

the CDMA 3G1x technology platform in t he country, the

company has established a robust and reliable 3G-ready telecom

infrastructure that ensures quality in its services. It has partnered

with Motorola, Ericsson, Lucent and ECI Telecom to set up a

reliable, technologically advanced network.

27



The company is the first service provider in the country to launch

an online outlet — www.i-choose.in — offering postpaid mobile

connections. With a strong workforce of 6,000, it has created

more than 20,000 jobs, including 10,000 indirect jobs, through

outsourcing of its manpower needs.

TTSL offers its services in the following 20 circles in India:

Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,

Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,

Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar

Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal.

Areas of business

Tata Teleservices' bouquet of telephony services includes: mobile

services, wireless desktop phones, and public booth telephony

and wire line services. Its value-added services include: voice

portal, roaming, post-paid internet services, 3-way conferencing,

group calling, wi-fi internet, USB modems, data cards, and

calling card and enterprise services.

Tata Indicom redefined the existing prepaid mobile market in

India with the 'Non Stop Mobile' offer that allows customers to

receive free incoming calls. Some of the other products launched by the company include: new mobile handsets and new voice and

da ta services such as BREW games , voice por ta l, pi cture

messaging, polyphonic ring tones, and interactive applications

dealing with news, cricket, astrology, etc

28





Tata Teleservices Limited (TTSL) is part of the Tata Group of

Companies, an Indian Conglomerate. The company forms part of

the Tata Group's presence in the Telecommunication Industry in

India, along with Tata Teleservices (Maharashtra) Limited

(TTML) and VSNL.

TTSL was incorporated in 1995 and was the first company to

offer CDMA Mobile services in India, specifically in the state of

Andhra Pradesh.

In December 2007, the company acquired the erstwhile HughesTelecom (India) Ltd. which was renamed Tata Teleservices

(Maharashtra) Limited.

In September 2008, Tata Indicom launched the Talk World plan,

an International Long Distance Plan.

Tata is the direct competitor with Reliance Communications in

India, Tata is also giving many offers to get customer by full

calling value on recharges and Tata to Tata free on selected

coupans and it is first to launch incoming free offer in India.

TATA is also providing its Wireless landline phone service by

the brand name of walky with number series of 6.

COMPARATIVE ANALYSIS OF TATA TELE SERVICE

WITH OTHER TELE SERVICES

29

http://en.wikipedia.org/wiki/Wireless

http://en.wikipedia.org/wiki/Wireless



It's known as the plodder of the mobile telecom world. It's the

company that doesn't aggressively chase customers like its fast-

moving rivals, that has played by the rules and hasn't gone on an

expansion spree to become a pan-Indian player.

But Tata Teleservices Ltd has paid a big price for its slow-

moving ways in the dog-eat-dog telecom world. The CDMA-

based mobile and fixed wireless phone company has ended up at

the bottom of the telecoms heap. With less than four per cent

market share in the wireless telephony market, it lags behind the

big boys like Bharti, Hutch, Idea (a GSM mobile provider in

which the Tatas have a equity stake), BSNL and even BPL.

But the Tatas are now trying to make up for lost time and to

catch up with the big boys. It has set itself an ambitious goal: it

aims to hike its subscriber base from 2 million to 15 million by

end-2005. That'll be a seven-fold rise.

And that's just for starters. In the next three years, TTSL hopes

to grab over 20 per cent of the wireless market (which includes

both mobile as well as wireless fixed phone services). Says Amit

Bose, president, Tata Teleservices who joined after a stint at

arch-rival Reliance Infocomm: "In 36 months we should be

among the top three operators."

It could be a daunting task. That's why the Tatas are furiously

rolling out new networks in over 12 new circles across the

country that will give them a presence in 20 circles and towns.

30



And they are expanding from only 50 cities to over a giant 600

cities by end September. The target is to have services up and

running in as many as 1,000 cities by March 2005.

The bid to become a pan-India mobile player will be expensive.

Tata Teleservices reckons that it will spend $2 billion to achieve

its targets. It has already spent Rs 5,995 Crore (Rs 59.95 billion)

till March end this year -- funded by debt and equity raised

according to a 1:1 ratio. In the third phase for which plans are

being finalized the target is to roll out services in another 1,500

towns across the country. But no time has been fixed for the

completion of that phase.

to compete with Reliance Infocomm, TTSL is offering the cable

as well as the software free of cost with every mobile and fixed

wireless connection. A Tata Teleservices phone can be plugged

into a laptop or PC and it will be possible to get onto the Net at

faster speeds than on dial-ups. Bose says its competitors charge

an extra Rs 1,200 for the cable.

Tata Teleservices may also move up the technology chain and

offer EVDO (evolution data only) or EVDV (evolution data

voice). These services are aimed at people on the move who deal

with large quantities of data. Bose says it needs an incrementalinvestment of about 10 per cent to 15 per cent to add on these

services.

31



In the broadband space, TTSL is moving aggressively to ensure

that wi-fi -- the wireless technology, which offers connectivity to

the Net within a short distance -- becomes a viable model. The

company plans to open up over 300 hot spots across the country

where people can connect to the Internet without plugging in. By

year end these will be at places like cafes, hotels, airports,

restaurants amongst others.

But the Tatas are aware that the big numbers will come only from

customers using mobile phones for voice. And this is where it

must score over rivals. Agrees Bose: "Our philosophy is to offer

more for the same price, only price cannot be the ultimate

differentiator."

The company also has another weapon in its armoury. It will be

the first to launch push-to-talk services. Put simply, that's SMS

with voice.

Push-to-talk could be a winning proposition. Bose points out it

expect to get more customers who communicate in regional

languages and who won't be able to SMS in English. Push-to-talk

will provide the perfect solution. Equally important, Bose

reckons push-to-talk could be cheaper than SMS. The company

believes one-third of its phones by end -2005 will enable thisservice.

the Tata expansion plan sounds big but it's nothing compared to

what its rivals are planning. For instance Reliance Infocomm

32



plans to expand coverage from 1,100 citi es to 5,000 by March

2005. That will be five times what the Tatas will be offering.

Similarly, Bharti is moving from 1,100 cities to 2,300 cities by

year-end. That's three times more than the Tatas. Reliance is also

planning a capacity expansion t o 40 million subscriber lines --

nearly three times more than the Tata expansion.To catch up with

its larger rivals Tata Teleservices will have to gain a large

percentage of the new subscribers who come onto the market if

they want to touch the magic number of 15 million subscribers by

end 2005 because their current market share is minuscule.

Industry experts reckon the mobile wireless market will grow to

about 80 million from the current 35 million. So, the Tatas must

pick up about 25-27 per cent of the new subscribers to meet its

targets. That's not easy since as much as 85 per cent of the new

subscribers are being grabbed by the top three -- who aren't going

to slow down signing up new customers.Says a senior executive

of an US multinational, which has dealt with the Tata group:

"Their main problem is that they lack a clear focus. They were

the only ones who could not decide which technology to back --

CDMA or GSM -- and wasted crucial time."

GROWTH STRATEGIES

A look at the expansion plans of some of the key telecom players

33



Tata Teleservices plans to expand its network from 50 cities and

towns to 1,000 cities and towns by March 2008

Reliance Infocomm plans to expand from 1,100 cities and towns

to 5,000 by March 2008

Bharti Televentures plans to expand from 1,100 cities and towns

to 2,300 by year end

Hutch-Essar plans to expand from 578 cities and towns to 800 by

year end in the existing circles. I t also plans to cover over 658

cities in three new circles (Punjab, UP West and West Bengal)

where it is launching its services soon.

MAJOR COMPETETIORSTelecom industry

Market share of indian telecom operators as on june 30 2010:

34



Airtel 21.50

Reliance 17.44

Vodafone 17.16

BSNL 1.44

Tata 11.41Idea 10.84

Aircel 6.56

Unitech 0.95

MTNL 0.82

Sistama 0.80

Loop 0.46

Videocon 0.31

Stel 0.21

HFCL 0.11Bisalat 0.003

§ Total Telephone subscriber base reaches 671.69 Million

§ Wireless subscription reaches 635.51 Million

§ Wireline subscription declines to 36.18

§ 17.98 Million new additions in wireless

SMS VAS in India:

35



§ SMS VAS is the highest revenue earning Value Added Service with

almost 5% revenue earned by service providers

§ 1 in 5 urban Indians have used a SMS based VAS service either as a one-

off or on subscription basis.

§ SMS is an effective marketing tool, showing conversion rates a lot higher

than other conventional mediums i.e. TV/Radio etc. 1 in 3 Urban Indian

has acted in some manner over the SMS i.e. forwarding to others or

enquiring about it.

§ SMS, an advertising medium, has an interaction rate of around 5%

§ 25% Indians have participated in some sort of SMS contest

SMS VAS usage according to network:

Nearly 56 Million urban Indians used a VAS related SMS subscriptionservice in March/April 2009 – out of which Reliance Mobile CDMA

accounted for a quarter of all subscribers to VAS SMS subscription service,followed by Bharti Airtel (18%) and Vodafone (14%).The most popular VAS service used:

36



Internet and broadband subscribers:

The total internet subscribers are 13.54 millionIn that broadband subscribers in 6.22 million and wireless data subscriber is117.82 million

§ Broadband Subscribers Share (Technology wise) – Out of total 6.22

million broadband subscribers,§ 5.364 million are DSL based;

§ 0.474 million Cable Modem;

§ 0.244 million Ethernet LAN;

§ 0.042 million Fiber;

§ 0.072 million Wireless,

§ 0.020 million Leased Line§ 0.002 million use other technologies.

37



India emerges world's second-largest CDMA market news

With the number of CDMA users in India having crossed 100 millionsubscribers, the country has emerged as the world's second-largest CDMA

market.

Disclosing this, The CDMA Development Group (CDG) today said atCDMA round table that Reliance Communications and Tata Teleservices are

placed among the top five CDMA operators globally, ranking second and

fourth, respectively.

''India is now the second largest CDMA market globally, and the ecosystem

continues to grow with new operators, handset OEMs, content providers andapplication developers,'' said Kanwalinder Singh, senior vice-president of Qualcomm and president of Qualcomm India and South Asia.

''CDMA triggered the wireless revolution in India by making mobilecommunication affordable, and has played a key role in bridging the digital

divide. Qualcomm, along with its partners, will continue to bring the benefits

of advanced CDMA technologies to India for an enriched and differentialwireless experience.''

The rapid growth of CDMA users in India could be attributed to a wide

selection of affordable devices – ranging from entry level handsets tofeature-rich smart phones – and the introduction of CDMA2000 voice and

data services into urban and rural areas, helping to reshape thecommunications culture of India.

''CDMA is a technology that allows a rich telecom experience, especially on

the data side, and we are confident that in the years to come that experiencewill only get better, especially as 3G arrives and we are able to unleash the

full potential of applications and services,'' Anil Sardana, managing director,Tata Teleservices Limited.

Ever since the introduction of CDMA mobile services in India in December

2002, CDMA operators, device manufacturers, technology enablers andCDG itself introduced an array of entry-level handsets to the market while

tariffs dropped by more than 40 per cent.

38



"As a result, CDMA reached 50 million subscribers in India twice as fast asany competing cellular technology, and at the same time greatly increased

voice telephony and wireless internet connectivity in India," CDG said in astatement.

It said the recently-introduced CDMA mobile broadband was now poised to

have a similar significant impact on increasing broadband penetration in thecountry.

''The CDG is encouraged by the continued CDMA subscriber growth in

India, and we are proud to have worked with operators and manufacturers to bring wireless voice and data services to over 100 million Indians,'' said

Perry LaForge, executive director of the CDG, as quoted as saying in therelase.

''Efforts to bring a wide range of devices into the market have resulted in a

tremendously rapid growth of voice telephony in the country. As we look tothe next 100 million subscribers, CDMA mobile broadband is already

satisfying the demand for affordable high-speed wireless data services, while

CDG initiatives will further increase the selection of CDMA voice and datadevices,'' LaForge said.

In March 2009, CDMA operators Reliance and Tata both launched high-

speed mobile broadband services, delivering average download speeds of 600-1400 kbps with bursts up to 3.1 Mbps and average upload speeds of

500-800 kbps with bursts up to 1.8 Mbps. Reliance's Net connect BroadbandPlus wireless broadband service is offered nationwide in 35 major cities,

20,000 towns and 450,000 villages, covering 80 per cent of the potentiallaptop and desktop broadband users in India.

S P Shukla, president, wireless, Reliance Communications, said, ''Reliance

has been a pioneer and the largest operator of a CDMA platform in India'swireless sector. We have successfully launched and grown new segments in

the wireless sector leveraging the unique strengths of CDMA technology,such as 'unlimited' and 'bucket' plans in voice usage, wireless broadband andanchored applications of PCO, ATM and FWP. We remain committed to

further grow and serve our ever-increasing CDMA customer base throughinnovative applications, superior network quality and service and attractive

value-propositions.''

39



Concurrently, Tata Indicom is offering its Photon Plus services in severallarge markets including Bangalore, Calcutta, Chennai, Delhi, Hyderabad and

Mumbai, accessible via USB modems as well as routers.

According to Dr. Mukund Rajan, managing director, Tata Teleservices(Maharashtra) Limited, ''There were a number of doomsday prophets who

questioned the logic behind the introduction of CDMA in India. "Thedramatic growth of CDMA in India, in the short span of 6 years, has led the

surge in wireless subscriber additions in India and the huge jump in teledensity across the country.''

T Narsimhan, deputy CEO, Sistema Shyam Teleservices Limited, the new

entrant to CDMA ecosystem, said, ''100 million subscriber is a landmark moment for the CDMA industry, and reiterates the huge potential for CDMA

to grow in India. MTS is a hugely successful global brand and is committedto revolutionize the manner in which wireless telephony services are madeavailable in the country. We stay committed to the continued explosive

growth of CDMA telecommunication services in India.''

According to the Telecom Regulatory Authority of India (TRAI), broadband penetration in the country was only at 5.5 million users as of the end of

2008, and PC connectivity continues to be a limitation in achieving faster growth. Recently launched mobile broadband services by CDMA2000

operators will have the same effect on increasing India's broadband penetration as CDMA2000 1X services had on increasing voice telephony inthe region earlier this decade.

CDMA2000 is a widely deployed 3G technology, with 280 operators in 102countries and territories serving more than 455 million subscribers. Counting

2G cdmaOne™ subscribers, there are 465 million CDMA users worldwide.

CDMA2000 1xEV-DO is a widely-deployed 3G CDMA (IMT-2000)solution offering mobile broadband to over 112 million people on a wide

range of devices. CDMA2000 has been chosen by operators in both

developed and emerging markets, and is deployable in the 450, 700, 800,1700, 1900, AWS and 2100 MHz bands. More than 2,110 CDMA2000

devices from over 115 suppliers have been introduced to the market,including more than 529 Rel. 0 and 118 Rev. A devices on 106 CDMA2000

1xEV-DO Rel. 0 and 62 Rev. A systems.

40



OBJECTIVE OF THE STUDY

The project aim at studying the present market scenario. The

customer satisfaction level towards Tata Tele services and their

competi tors in the market . The companies want to study the

concern with evaluat ing fast developing areas and so al l the

services providers were taken to measure the satisfaction of

customers

OBJECTIVES:-

1. To study customers perception towards service

provided by these players

2. To know the satisfaction level of customer.

3. To study and identify how customer are benefited.

41



4. To evaluate the major service providers satisfied the

customers.

5. To asses the needs requirements and expectations of

customers in order to asses there current satisfaction

level.

6. To understand the performance of different brands in

market on various parameters like product quality,

service quality, range and selection of product

available.

RESEARCH METHODOLOGY

Research DefinitionThe word research is derived from the Latin word meaning to know. It is asystematic and a replicable process, which identifies and defines problems,within specified boundaries. It employs well-designed method to collect thedata and analyses the results. It disseminates the findings to contribute to

generalize able knowledge. The main characteristics of research presented below are Systematic problem solving which identifies variablesand tests relationships between them,

•Collecting, organizing and evaluating data.

•Logical, so procedures can be duplicated or understood by others

•Empirical, so decisions are based on data collected

•Reductive, so it investigates a small sample which can be generalized to a

larger population

•Replicable, so others may test the findings by repeating it.

•Discovering new facts or verify and test old facts.

42



•Developing new scientific tools, concepts and theories, this would facilitate

to take decision.For the proper analysis of data simple statistical techniques such as

percentage were use. It helps in making more generalization from the dataavailable. The data which will be collected from a sample of population wasassumed to be representing entire population was interest. Demographicfactors like age, income and educational background was used for theclassification purpose

SOURCES OF DATA

The study undertaken there to be mainly based on the primary data i.e.

structured questionnaire is designed. The study also contains secondary datai.e. data from authenticated websites and journals for the latest updates just

to gain an insight for the views of various experts.

METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the things presentable

and more effective. The results are shown by tables which will help me out

in easy and effective presentation and hence results are being obtained.

TOOLS AND TECHNIQUES USED FOR ANALYSIS

In this study the technique used for interpreting the results is CHI SQUARE

test. It is used as because sample size is 100.

RESEARCH DESIGN

The design for this study is Exploratory and Random sampling.

Collection Method

DATA COLLECTION

43



The data is collected randomly irrespective of the category of the people in

the form of questionnaire and the sample size is 100 respondents. Because it

is a pilot study and due to time constraint the sample size is small.

The data have been collected for completing the study, those

were:--

Primary Data

Primary Data

1-Primary data was collected through structured closed ended

Questionnaire.

2-Data was collected from employees as well as employers

separately.

3-Sample of the employees was taken on random basis.

4-Sampling Technique used can be clearly referred to as

stratified random sampling.

5-Questionnaire was well tested before it was put into final

implementation. The test is referred as pilot test.

HYPOTHESISIS OF THE STUDY:

44



On the basis of review of previous studied and on the basis of

observation made during our collection of data, the following

null hypothesis was found.

There is no significant association between persona variables

such as age, gender, education qualification, monthly income,

mar ital s ta tus, s ize of family and there awareness level of

consumers and different cell phone service providers.

SCOPE OF STUDY:

The study covers Dehradun City only.

Limitations of Research:

We lea rned a lo t bu t we came across many p rob lems which

became l imitat ions for our study and t hese are:-

F ir st a nd f or em os t w as t he t im e c on st ra in t, s o t hi s

become the biggest hurdle.

Our resource for the informat ion was a lso very l imi ted

so we are very much bounded for the data col lect ion.

Sample s ize may not be the t rue representa t ion of to ta l

number of employees present in the organizat ion.

45



The study was area specif ic .

The biasness’ on the par t of researcher and the

respondent cannot be denied.

Many a t i mes customers are also not have proper

t ime to answer to our quest ions.

Carrying the survey was a general learning experience for us but we

also faced some problems, which are listed here:

The market of Telecommunication is too vast and it is not possible to

cover each and every dealer, manufacturer and seller in the available

short span of time.

Generally the respondents were busy in their work and were not

interested in Respondents were reluctant to discover complete and

correct information about themselves and their organization.

Most respondents were not maintaining proper knowledge of various

services provided by their company, so they were unable to provide

exact information.

Most of the respondents don’t want to disclose the information about

the various other companies’ which they have experienced before.

Some of the respondents were using the service first time of their

company and they were not able to properly differentiate among their

product.

•Due to human behavior information may be biased.

46



Data Analysis

Data Analysis and Interpretation

Customer satisifaction: Gap b/w Consumer Expectations and Companies

Performance of Telecommunication

47



The quest ionnaire was f i l led by the 100 respondents who

were post paid and pre paid customer of different

teleservices .

Particular No. of respondents

Pre-Paid 84

Post-Paid 16

Interpretation: - Above data shows that most of the respondents in the area

have pre-paid connections. And I got only 16% questionnaire filled by post-

paid user.

48



NUMBER OF RESPONDENT ON THE BASIS OF AGE

WISE CLASSIFICATION.

49



TELECOME SERVICE MOSTLY BEING USED

50



FACTORS INFLUENCING PURCHASE OF A

PARTICULAR SERVICE.

51



CONCUMER PREFERENCE TOWARDS CELL

PHONE SERVICE PROVIDERS

52



SATISFACTION LEVEL OF RESPONDENTS

53



CHI-SQUARE TEST

54



Chi-square test is one of the simplest and most widely used non-

parametric tests in statistical work. This test was first used by Karl Pearson

in the year 1900. The quantity describes the magnitude of the discrepancy

between theory and observation.

It is a method to test the relationship between the theoretical (hypothesis) &

the observed value.

Chi – square test (X2) = ∑ (O – E)2 / E

Degrees Of Freedom = V = (R – 1) (C -1)

Were,

‘O’ = ObservedFrequency

‘E’ = ExpectedFrequency

‘R’ = NumberofRows

‘C’ = Number of Columns

For all the chi-square test the table value has taken @ 5% level

of significance.

FINDING FROM CHI-SQUARE TEST

55



Chi-square test reveals that there is no significant relationshipbetween

satisfaction level and age.

Chi-square test shows that there is no significant relationship between

satisfaction level and gender.

Chi-square test indicates that there is no significant relationship

between the marital status and level of satisfaction.

Chi-square test showing that there is no significant relationship

between education and level of satisfaction.

Chi-square test reveals that there is no significant relationship between

occupation and level of satisfaction.


monthly income and level of satisfaction.

Chi-square test indicate that there is no significant relationship

between service provider and satisfaction level.


the type of connection and level of satisfaction.

SUGGESTIONS

56



BSNL, Tata indicom should try to expand their customer’s network.

Reliance, and Tata indicom should try to attract the young peoples.

(upto 20 years)

Airtel should try to attract old peoples also.

All the service providers are made good advertisements for

their service. Because, advertisements are take little part for I

fluencing the consumers.

All the service providers are try to increase post paid users.

75% of the peoples are unaware about the various services rendered

by their service provider. So the service providers try to make

awareness of their customers services to their customers.

BSNL, Reliance, Tata indicom should attract the customers by

reducing their price.

BSNL, Reliance customers are highly dissatisfied about the

performance of the service provider. So they should try to add some

advanced features towards their services.

Aircel should try to increase their after sales services.

Airtel should decreased their dissatisfied customers byroviding good

after sales services.

Tata indicom should give periodical offers to their customers.

Tata indicome should decrease their outgoing call charges.

CONCLUSION

57



This is an information era significance of information cannot be over

emphasized. This study attempts to find out the satisfaction of consumer

regarding cell phone service providers.

This decade, most of the peoples using cell phones. So, service providers are

increasing in more level. So service provider are should over come another

one’s competition. So, it leads to adding new features, schemes, periodical

offers to their service. So, the consumers get maximum benefit from their

service provider. Now-a-days, cell phones are very necessity to all. Because,

it is give safety to the men and women also. And no person are feel cell

phones are luxury one. So most of the persons are also should preferred these

cell phones to their children

Questionnaire (Customers)

58



(Information Collected is for the Research Purpose and

wil l be Kept Confidential)

Name:-………………………. Age: -………...

Qualif icat ion:-………………

A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION

TOWARDS VARIOUS CELL PHONE SERVICE PROVIDES”

QUESTIONNAIRE

1. Name :

2. Sex :

a. Male

b. Female

3. Age :

a. Up to 20 yrs

b. 21-30 yrs

4. Marital Status:

a. Married

b. Unmarried

5. Educational Qualification

a.Up to Hs

b. Graduation

c. Professional

d. Others_______________________________(Pls Specify)

59



6.Occupation :

a. Business

b. Professional

c. Employee

d. Home maker

e. Student

f. Others

ANEXXURE QUESTIONAIRE

Q.1: Which cell phone (Service Provider) do you possess ?

a. Aircel

b. Airtel

c. BSNL

d. Reliance

e. TATA Indicom f. Vodafone g. Others

Q.2: Who influenced you to by the particular cell phone service

provider ?

a. Family Member

b. Neighbours

c. Relations

d. Friends

e. Advertisement

f. Dealers

g. Others

60



Q.3: Why do you buy the cell phones ?

a. For business

b. For personal

Q.4: . Which type of scheme is most preferable by you ?

a. Pre Paid

b. Postpaid

Q.5: If you have postpaid / prepaid connection mention scheme Name &

Monthly rental charges ?

Q.6: Are you used Cell Phone (Service Provider) mainly for

a. Incoming

b. Outgoing

c. Both

d. SMS Messaging

Q.7: Are you influenced by the following factors relating in your

connection ?

S. No Aware Neutral Unaware

a. Monthly rental charges

b. Charges for cell phones

to land lines

c. Signal of tower Networking

d. Cost of scheme

e. Incoming (in days)

61



Q.8: Overall, how would you rate your service provider?

a) Excellent

b) Good

c) Average

d) Poor

e)Terrible

f) Not Sure

Q.9: Rank the following factors which influenced you to buy the service of

your choice?

a)Price

b)Network Service

c)Brand Image

d)Value Added Services (tata to tata Free after 11PM)

Q.10: What factor influenced you to decide your Cell Phones service ?

a. Deposit amount

b. Brand Image

c. Availability

d. Credit facility for your connection

e. Customer care service

f. Service charge

Q11:- The customer service representative was very knowledgeable.

a) Strongly Disagree

b) Somewhat Disagree

62



c) Neutral

d) Somewhat Agree

e) Strongly Agree

Q12:- The waiting time for having my questions addressed was satisfactory.

a) Strongly Disagree

b) Somewhat Disagree

c) Neutral

d) Somewhat Agree

e) Strongly Agree

If you were not totally satisfied with the customer service, will you please

describe the reasons for your dissatisfaction?

Thank you for spending your precious time on filling in the questionnaire for

us!

BIBLIOGRAPHY

REFERANCES:

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63



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10. Chris, Kambitsis, “Telecom advertising in print media”, 2003

Journal

•The Indian Telecom Industry, IIM Calutta, Vatsal Goyal, 2007

•Investment Surge in the Indian Telecom Space, Times Global, Issue 2, 2008

•A multiple-perspective model for technology assessment, vol 3, 2008

•The marketing of 3G, Vol 21, no. 6, 2003

Books

• Zeithaml, Valarie (2008), Service Marketing, 4th Ed. New Delhi: Tata

McGraw Hill Publishing Company Lmt.

•

Kotler Kaller (2008) Marketing management book, 5

th

Edition, NewDelhi Tata McGraw Hill Publishing Company Lmt.

Documents

Pradeep Solanki Project