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Chapter – 1

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INTRODUCTION

STATEMENT OF THE PROBLEM

The biggest management challenge in the new millennium of liberalization and

globalization for a business is to serve and maintain good relationship with the king – the

customer. In the past producers took their customers for granted, because at that time the

customers were not demanding nor had alternative source of supply or suppliers. But today

there is a radical transformation. The changing business environment is characterized by

economic liberalization, increasing competition, high consumer choice, demanding

customer, more emphasis on quality and value of purchase etc. the statement of the problem

of this project report are as follows – “A Comparative Study and Consumer Preference

Towards Idea and Vodafone - A Case Study of Moradabad City”

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INTRODUCTION OF THE TOPIC The main aim of this project report is to study the Comparative Analysis Consumer

Preference towards Idea and Vodafone - A Case Study of Moradabad City. The telecoms

trends in India will have a great impact on everything from the humble PC, internet,

broadband (both wireless and fixed), cable, handset features, talking SMS, IPTV, soft

switches and managed services to the local manufacturing and supply chain. 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. Some of the positive impacts of

this trends are as follows. According to a study, 18 percent of mobile users are willing to

change their handsets every year to newer models with more features, which is good news

for the handset vendors. The other impact is that while the operators have only limited

options to generate additional revenues through value-added services from wire-line

services, the mobile operators have numerous options to generate non-voice revenues from

their customers.

IDEA Cellular is a leading GSM mobile service operator with pan India licenses.

With a customer base of over 40 million in 15 service areas, operations are soon expected to

start in Orissa and Tamil Nadu-the first steps in providing pan India services covering over

90% of India's telephony potential. A frontrunner in introducing revolutionary tariff plans,

IDEA Cellular has the distinction of offering the most customer friendly and competitive

Pre Paid offerings, for the first time in India in an increasingly segmented market.

Customer Service and Innovation are the drivers of this Cellular Brand. A brand

known for many firsts, Idea was the first to launch GPRS and EDGE in the country. Idea

has received international recognition for its path-breaking innovations when it won the

GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive

years.

Vodafone is the world's largest mobile telecommunications company measured by

revenues and the world's second-largest measured by subscribers (behind China Mobile),

with around 341 million proportionate subscribers as of November 2010. It operates

networks in over 30 countries and has partner networks in over 40 additional countries. It

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owns 45% of Verizon Wireless, the largest mobile telecommunications company in the

United States measured by subscribers. The name Vodafone comes from voice data fone,

chosen by the company to "reflect the provision of voice and data services over mobile

phones".

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SCOPE & IMPORTANCE

• Mobile contexts of use vary a lot, and may even be continuously changing during use.

The context is much more than location, but its other elements are still difficult to

identify or measure.

• Location information is becoming an integral part of different mobile devices. Current

mobile services can be enhanced with location-aware features, thus providing the user

with a smooth transition towards context-aware services.

• Potential application fields can be found in areas such as travel information, shopping,

entertainment, event information and different mobile professions. This paper studies

location-aware mobile services from the user’s point of view. The paper draws

conclusions about key issues related to user needs, based on user interviews, laboratory

and field evaluations with users, and expert evaluations of location-aware services.

• The user needs are presented fewer than five main themes: topical and comprehensive

contents, smooth user interaction, personal and user-generated contents, seamless service

entities and privacy issues.

IMPORTANCE

• Communication is very important for humans and even for creatures.

• It is the process of sharing knowledge, information, ideas and emotions. A single action

is already a way to communicate. For business telecommunication is an essential part of

the operation.

• Imagine a company if they don't have a way to be contacted or to contact their clients?

Example of this is telephone forwarding which greatly improves how a company

manages communication within their organization.

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Chapter – 2

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THE INDIAN TELECOM INDUSTRY

The telecoms trends in India will have a great impact on everything from the humble

PC, internet, broadband (both wireless and fixed), cable, handset features, talking SMS,

IPTV, soft switches and managed services to the local manufacturing and supply chain. The

Indian Telecommunication network with 110.01 million connections is the fifth largest in

the world and the second largest among the emerging economics of Asia. Today, it is the

largest 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 by

2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 67.57 million

in FY 2004-2005. 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. Some of the positive impacts of these trends are as follows. According to a study,

18 percent of mobile users are willing to change their handsets every year to newer models

with more features, which is good news for the handset vendors. The other impact is that

while the operators have only limited options to generate additional revenues through value-

added services from wire-line services, the mobile operators have numerous options to

generate non-voice revenues from their customers. Some examples of value-added services

are ring tones download, coloured ring back tones, talking SMS, mobisodes (a brief

programme episode designed for mobile phone viewing) etc. Moreover, there exists great

opportunity for content developers to develop applications suitable for mobile users like

mobile gaming, location based services etc. On the negative side, there is an increased threat

of virus – spread through mobile data connections and Bluetooth technology – in mobile

phones, making them unusable at times. This is good news for anti-virus solution providers,

who will gain from this trend. Indian customers are embracing mobile technology in a big

way (an average of four million subscribers added every month for the past six months

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itself). They prefer wireless services compared to wire-line services, which is evident from

the fact that while the wireless subscriber base has increased at 75 percent CAGR from

2001 to 2006, the wire-line subscriber base growth rate is negligible during the same period.

In fact, many customers are returning their wire-line phones to their service providers as

mobile provides a more attractive and comparative solution. The main drivers for this trend

are quick service delivery for mobile connections, affordable pricing plans in the form of

pre-paid cards and increased purchasing power among the 18 to 40 years age group as well

as sizeable middle class – a prime market for this service.

Mergers

Demand for new spectrum as the industry grows and the fact the spectrum allocation

is done on the basis of number of subscribers will force companies to merge so as to claim

large number of subscribers to gain more spectrum as a precursor to the launch of larger and

expanded services. However it must also be noted that this may very well never happen on

account of low telecom penetration.

New Circles

As mentioned earlier there is a significant number of tier-2 and tier-3 cities that can

accommodate more players we expect aggressive response by the companies to such

opportunities as and when they are created.

Constrains

• Slow pace of the reform process.

• It would be difficult to make in-roads into the semi-rural and rural areas because of the

lack of infrastructure. The services providers have to incur a huge initial fixed cost to

make inroads into this market. Achieving break-even under these circumstances may

prove to be difficult.

• The sector requires players with huge financial resources due to the above mentioned

constraint. Upfront entry fees and bank guarantees represent a sizeable share of initial

investments. While the criteria are important, it tends to support the existing big and

older players. Financing these requirements require a little more liberal approach from

the policy side.

• Problem of limited spectrum availability and the issue of interconnection charges

between the private and state operators.

Idea's strong growth in the Indian telephony market comes from its deep penetration

in the non-urban and rural markets. Idea has the highest share of rural subscribers as a

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percentage of total subscribers, amongst other GSM players. In fact, two out of every three

new subscribers now come from non-urban market.

Idea's innovative and revolutionary VAS offering has been a major growth driver.

Be it Mobile TV, which was launched for the first time in India on the Idea network;

exhaustive Music library in multiple languages; DTs/ RBTs; and other content download

from the world of Cinema, Music, Cricket etc. - Idea has consistently grown its VAS

revenue. Its revenue share of VAS is now higher than the industry average.

Idea offers seamless coverage to roaming customers traveling to any part of the

country, as well as to international traveling customers across over 200 countries. Idea's

partnership with over 400 operators ensures that customers are always connected while on

the move, within the country or other parts of the world.

IDEA is the winner of 'The Emerging Company of the Year Award' at The

Economic Times Corporate Excellence Awards 2009. IDEA Cellular also received the

prestigious Avaya Global Connect Award for being the 'Most Customer Responsive

Company' in the Telecom sector in the year 2010. The company has received several other

national and international recognitions for its path-breaking innovations in mobile telephony

products & services. It won the GSM Association Award for 'Best Billing and Customer

Care Solution' for 2 consecutive years. It was awarded 'Mobile Operator of the Year Award

- India' for 2007 and 2008 at the Annual Asian Mobile News Awards.

IDEA Cellular is an Aditya Birla Group Company, India's first truly multinational

corporation. The group operates in 26 countries, and is anchored by over 130,600

employees belonging to 40 nationalities. The Group has been adjudged the '6th Top

Company for Leaders in Asia Pacific Region' in 2009, in a survey conducted by Hewitt

Associates, in partnership with The RBL Group, and Fortune. The Group has also been

rated 'The Best Employer in India and among the Top 20 in Asia' by the Hewitt-Economic

Times and Wall Street Journal Study 2007.

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COMPANY PROFILE

Company Information

IDEA Cellular is a publicly listed company, having listed on the Bombay Stock

Exchange (BSE and the National Stock Exchange (NSE) in March 2007.

IDEA Cellular is a leading GSM mobile service operator with pan India licenses.

With a customer base of over 40 million in 15 service areas, operations are soon expected to

start in Orissa and Tamil Nadu-the first steps in providing pan India services covering over

90% of India's telephony potential.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the

distinction of offering the most customer friendly and competitive Pre Paid offerings, for

the first time in India in an increasingly segmented market.

Customer Service and Innovation are the drivers of this Cellular Brand. A brand

known for many firsts, Idea was the first to launch GPRS and EDGE in the country. Idea

has received international recognition for its path-breaking innovations when it won the

GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive

years.

IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational

corporation. The group operates in 25 countries, and is anchored by over 1,25,000

employees belonging to 25 nationalities. The Group has been adjudged 'The Best Employer

in India and among the Top 20 in Asia' by the Hewitt-Economic Times and Wall Street

Journal Study 2007.

Our Service Areas

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The Indian telecommunications market for mobile services is divided into 22

"Service Areas" classified into "Metro", Category "A", Category "B" and Category "C"

service areas by the Government of India. These classifications are based principally on a

Service Area's revenue generating potential

Our operational 13 Service Areas are broken up into Established and New Service

Areas

Established Service Areas

The established service areas are Delhi, Andhra Pradesh, Gujarat and Maharashtra,

Haryana, Kerala, Madhya Pradesh and Uttar Pradesh (West).

Licenses for the Maharashtra and Gujarat Service Areas were awarded in December 1995,

with network rollout and commercial launch achieved in 1997. In January 2001 the mobile

operations in Andhra Pradesh Service Area were integrated with IDEA through a merger

with Tata Cellular Limited. In June 2001, the mobile operations in Madhya Pradesh Service

Area were fully integrated with IDEA through an acquisition of RPG Cellcom Limited. In

October 2001, the license for Delhi Service Area was acquired during the fourth mobile

license auction, with network rollout and commercial launch in November 2002. In January

2004, Escotel Mobile Communications Private Limited ("Escotel"), was acquired with its

original licenses in the Service Areas of Haryana, Uttar Pradesh (West) and Kerala. All

these Service Areas were re-branded and integrated with IDEA in June 2004

New Service Areas

The New Service Areas are Uttar Pradesh (East), Rajasthan, Himachal Pradesh,

Bihar, Mumbai, Karnataka and Punjab Licenses for Uttar Pradesh (East), Rajasthan and

Himachal Pradesh were acquired through the acquisition of Escotel (Escorts

Telecommunications Limited). Services in Karnataka and Punjab were launched through

the acquisition of Spice Communications. Idea launched its services in Mumbai and Bihar

in 2008. The Mumbai launch was the largest Metro City launch in India.

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Our Mission

Key People

Board of Directors -

Mr. Kumar Mangalam Birla (Chairman)

Smt. Rajashree Birla

Mr. Saurabh Misra

Mr. Sanjeev Aga (Managing Director)

Mr. Arun Thiagarajan

Ms. Tarjani Vakil

Mr. Mohan Gyani

Mr. Gian Prakash Gupta

Mr. R.C. Bhargava

Mr. P. Murari

Mr. Biswajit A. Subramanian

Dr. Hansa Wijayasuriya

Management Team - Corporate Leadership Team

Mr. Sanjeev Aga, Managing Director

Mr. Akshaya Moondra, Chief Financial Officer

Mr. Anil K. Tandan, Chief Technology Officer

Mr. Prakash K. Paranjape, Chief Information Officer

Mr. Pradeep Shrivastava, Chief Marketing Officer

Mr. Navanit Narayan, Chief Service Delivery Officer

Mr. Vinay K. Razdan, Chief Human Resource Officer

Mr. Rajat K. Mukarji, Chief Corporate Affairs Officer

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Mr. Rajesh K. Srivastava, Chief Materials & Procurement Officer

Mr. Ambrish Jain, Director - Operations

Mr. Himanshu Kapania, Director - Operations

Our Partners

IDEA welcomes all businesses and individuals interested in partnering with us to enhance

and strengthen the IDEA products & services portfolio. To explore such potential

partnerships, kindly get in touch with us by submitting the Partners Form. Some of our

Technology and Content Partners:

VAS

Onmobile Asia Pacific Ltd

Cellebrum India Ltd

Siddhivinayak Astro Services Ltd.

Kodiak Ltd

Mauj

Net4nuts India Ltd

Yahoo

Rediff

Mobile2win

Sify

NDTV

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ROAMING

Roamware.inc

Starhome

Bharti Telesoft

MARKETING COMMUNICATIONS

Lowe India Pvt Ltd

Lintas Media Group

NETWORK

Nokia - Siemens

Ericsson

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BRAND INFORMATION

The brand Idea

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

values are the company values and vise versa. Brand Vision: It goes without saying that the

brand vision of idea mirrors the company’s vision. The brand mission statement is...... To be

the most customer-focused mobile service brand, continuously innovating to help liberate

our customers from the shackles of time & space.

IDEA - Brand Values

Innovate . Stimulate . Liberate ....

It is these brand values, which have made us a formidable player in the telecom

industry. Innovations that stimulate the customer and liberate him from the shackles of time

and space are the core of our brand. This is what we strive for. Nothing more, nothing less,

nothing else.

IDEA - Brand Mission

The India footprint Idea

Anywhere connectivity - bringing India closer.

The Technology Advantage Idea

Tomorrow's technology to enrich today.

The Customer Focus Idea

Make a single interaction a lasting relationship.

The Employee Focus Idea

Nurture the roots that nurture our ideas

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Brand Initiatives -

Our aim, through media buying and planning, is to create year round impact. With

the objective of strengthening our brand, we work with strategic communication partners on

campaigns like sponsorship of the Idea International Indian Film Academy awards and the

television programs “Idea Rocks India”, “Idea Star Singer” and “Idea Andhra Idol”. We

seek engagement with subscribers on a variety of levels, from major celebrity fashion shows

to small local events timed to coincide with new product offerings.

Since August 2003, we have commissioned a Brand Track Index Study to evaluate

the health of our brand. The Brand Track Index Study is a monthly study conducted by

TNS, a marketing consultant engaged by us to evaluate our brand using face-to-face

interviews on a random sample of mobile users a well as those intending to purchase

mobiles within the next three months. According to the study our brand is perceived as

“reliable/trustworthy” and one that “offers cheaper and good promotional offers”. We have

improved our rating in the Brand Track Index calculated by the study in the past year

reflecting, we believe, the growing strength of our brand.

The main communication medium for the Idea brand is television, where we seek

strategic Idea brand coverage in various formats. Billboards and hoardings are used as a

secondary medium, customized for specific regional preferences to communicate effectively

at the local level. We also use other mass communication media such as the press and radio

to communicate price plans and other tactical and customer information.

All our key initiatives are subjected to a rigorous testing and launch process to

ensure accountability for all advertising spend and improve the chances of success of a new

product. This process is followed up with extensive briefing of call center agents and sales

personnel and real-time tracking of the impact of the communication and feedback from

subscribers.

Our Values

Values We Value:

Integrity - Honesty in every action

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At Aditya Birla Group, Integrity is defined as: Acting and taking decisions in a

manner that is fair, honest, following the highest standards of professionalism and also

perceived to be so. Integrity for us means not only financial and intellectual integrity, but in

all other forms as are commonly understood.

Key words that connote Integrity are:

• Ethical

• Truthful

• Principled

• Transparent

• Upright

• Respectful

• Commitment - deliver on the promise

At Aditya Birla Group Commitment is defined as: On the foundation of integrity,

doing whatever it takes to deliver value to all stakeholders. In the process, taking ownership

of our actions and decisions, those of our team and that part of the organization that we are

responsible for.

Key words that connote commitment are:

• Accountability

• Discipline

• Responsibility

• Result –orientation

• Self-confidence

• Reliability

Passion - energized action

At Aditya Birla Group Passion is defined as: A missionary zeal arising out of

emotional engagement with the organization that makes work joyful and inspires each one

to give his or her best. Relentless pursuit of goals and objectives with the highest level of

energy and enthusiasm, that is voluntary and spontaneous.

Key words that connote passion are:

• Intensity

• Innovation

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• Transformational

• Fire-in-the-belly

• Inspirational

• Deep sense of purpose

Seamlessness - boundryless in letter and spirit

At Aditya Birla Group, Seamlessness is defined as:

Thinking and working together across functional silos, hierarchies, business and

geographies. Leveraging the available diversity to garner synergy benefits and promote

openness through sharing and collaborative efforts.

Key words that connote Seamlessness are:

Ø Teamwork

Ø Integration

Ø Involvement

Ø Openness

Ø Global

Ø Learning from the best

Ø Empowering

Speed - one step ahead always

At Aditya Birla Group, Speed is defined as: Responding to internal and external

customers with a sense of urgency. Continuously seeking to crash timelines and choosing

the right rhythm to optimize organization efficiencies.

Our Promoters

IDEA Cellular is part of the Aditya Birla Group, India's first truly multinational

corporation. Global in vision, rooted in Indian values, the Group is driven by a performance

ethic pegged on value creation for its multiple stakeholders.

The group operates in 25 countries, and is anchored by over 100,000 employees

belonging to 25 nationalities. The Group has been adjudged 'The Best Employer in India

and among the Top 20 in Asia' by the Hewitt-Economic Times and Wall Street Journal

Study 2007.

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A premium conglomerate, the Aditya Birla Group is a leader in swathe of products -

viscose staple fibre, aluminium, cement, copper, carbon black, insulators, garments.

The Group has also made successful forays into financial services, telecom,

software, BPO and retail sectors. Today, the Group is India's most diversified business

house.

Our Promoters are -

1. Aditya Birla Nuvo Limited

2. Grasim Industries Limited

3. Hindalco Industries Limited and

4. Birla TMT Holdings Private Limited.

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PRODUCT RANGE

Prepaid Plans - UP (West)

With Idea, SIMPLICITY and AFFORDABILITY walk hand in hand. Our customer

centric tariffs allow you all the room in the world to choose the perfect plan, one which

optimizes your usage and keeps your pocket heavy too. So, when you talk, you don't forget

to smile.

To get an !dea Prepaid Connection, just fill up the Prepaid Enrollment Form (comes

alongwith SIM Pack) available with the retailer where you obtain the connection from

IDEA - Registration and Activation Process

As per the directive from the Department of Telecom (DOT), following Documents

need to be submitted with the Prepaid Enrollment Form

Self Attested Photograph

Photo proof of Identity / Signature

Proof of Address

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POST PAID

Happy 150 Plan

ONE TIME CHARGES (Rs.)

Activation Charges 200.00

Membership Fee 0.00

Security Deposit 500.00

MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge 0.00

Monthly Rental 150.00

MONTHLY CHARGES (Rs.)

CLIP (optional) 49.00

Benefit-UDP Rs. 150, Local and STD Calls, Excl CUG

LOCAL RATES (Rs. / Min)

Within CUG 0.10

Idea to Idea 0.50

Idea to Mobiles 0.50

Idea to Fixed 0.75

STD RATES (Rs. / Min)


Idea to Fixed 1.50

ISD (Rs. / Min)

USA, Canada, Europe (Fixed Line) 6.40

Gulf, Europe (Mobile), SAARC Countries, 9.19

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Africa & Rest of the World, Australia,

Singapore, Hong Kong, Thailand, Malaysia,

Indonesia, New Zealand.

Cuba, Sao Tome & Principe, Guinea Bissau,

Diego Garcia, Nauru, Soloman Islands,

Vanuatu, Cook Islands, Tuvalu, Tokelau,

Norfolk Island, Sakhalin.

49.20

SMS (Rs.)

Local 0.75

National 1.50

International 5.00

Add- On Packs NA

Happy Local Pack Rs. 75, Local I2I – 20 Ps, I2M – 40 Ps and

I2L – 60 Ps/Pulse

Approximate Financial Implication Values - As per TRAI Format

One Time Fee Rs 700

Monthly Rental Rs.150

Monthly Minimum Commitment NIL

CLIP Charges Rs. 49 (Optional)

Interest on Security Deposit NIL

Monthly Variable Charges (Mins.) 100 200 300 500 1000

Estimated Monthly Bill (Rs.) 154 157 161 259 518

Service Tax @ 10.3% 15.86 16.17 16.58 26.68 53.35

Estimated Total Monthly Bill 169.86 173.17 177.58 285.68 571.35

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Power 150

ONE TIME CHARGES (Rs.)

Activation Charges 200.00

Membership Fee 0.00

Security Deposit 500.00

MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge 0.00

Monthly Rental 150.00

MONTHLY CHARGES (OPTIONAL) (Rs.)

CLIP 0.00

Benefit-UDP Free Airtime upto Rs. 150 for Local

idea to idea

LOCAL RATES (Rs. / Min)

Within CUG 0.10

Idea to Idea 0.50


Idea to Fixed 1.00

STD RATES (Rs. / Min)


Idea to Fixed 1.50

ISD (Rs. / Min)

USA, Canada, Europe (Fixed Line) 6.40

Gulf, Europe (Mobile), SAARC Countries, Africa

& Rest of the World, Australia, Singapore, Hong

Kong, Thailand, Malaysia, Indonesia, New

9.19

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Zealand.

Cuba, Sao Tome & Principe, Guinea Bissau, Diego

Garcia, Nauru, Soloman Islands, Vanuatu, Cook

Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin.

49.20

UK ISD Calling Rates

UK Landline 6.40

UK Mobile 9.19

SMS (Rs.)

Local 1.00

National 1.50

International 5.00

Add- On Packs

I2I Pack* Rs. 18 - 50 Pulse of Local Idea to Idea

free.

The Pack is available with the basic plan only i.e., Plan wihout any add-on packs.

I2M Pack* Rs. 100 - 250 Pulse of Local Idea to

other mobile free.


Unlimited I2I Night Pack* Rs. 99, All Local I2I Calling Between

11.00 PM to 7 AM free.


Local On-Net Pack @ Rs. 50 I2I @ 30Ps/Pulse, I2M @ 50 Ps/Pulse

Approximate Financial Implication Values - As per TRAI Format

One Time Fee Rs 700

Monthly Rental Rs.150

Monthly Minimum Commitment NIL

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CLIP Charges NIL

Interest on Security Deposit NIL

Monthly Variable Charges (Mins.) 100 200 300 500 1000

Estimated Monthly Bill (Rs.) 204 258 313 421 692

Service Tax @ 10.3% 21 27 32 43 71

Estimated Total Monthly Bill 225 285 345 464 763

Call Pattern Assumptions

Type of Call To Idea To Mobiles To Fixed

Local 36.00% 47.00% 15.00%

STD 1.00% 1.00% 1.00%

ISD NA NA NA

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COMPANY PROFILE

Vodafone Group plc is a global telecommunications company headquartered in

London, United Kingdom. It is the world's largest mobile telecommunications company

measured by revenues and the world's second-largest measured by subscribers (behind

China Mobile), with around 341 million proportionate subscribers as of November 2010. It

operates networks in over 30 countries and has partner networks in over 40 additional

countries. It owns 45% of Verizon Wireless, the largest mobile telecommunications

company in the United States measured by subscribers. The name Vodafone comes from

voice data fone, chosen by the company to "reflect the provision of voice and data services

over mobile phones".

Its primary listing is on the London Stock Exchange and it is a constituent of the

FTSE 100 Index. It had a market capitalisation of approximately £93 billion as of 9 March

2011, making it the fourth largest company on the London Stock Exchange. It has a

secondary listing on NASDAQ.

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Vodafone Group plc

Type Public limited company

Traded as LSE: VOD NASDAQ: VOD

Industry Telecommunications

Predecessor 1983–1991 Racal Telecom

Founded 1984

Headquarters London, United Kingdom

Area served Worldwide

Key people Gerard Kleisterlee (Chairman)

Vittorio Colao (CEO)

Products Fixed line and mobile telephony, Internet services, digital

television

Revenue £45.88 billion (2011)

Operating

income

£5.596 billion (2011)

Profit £7.968 billion (2011)

Total assets £151.22 billion (2011)

Total equity £87.55 billion (2011)

Employees 83,862 (March 2011)

Website Vodafone.com

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HISTORY

In 1980, Sir Ernest Harrison OBE, chairman of Racal Electronics plc's, the UK's

largest maker of military radio technology, agreed a deal with Lord Weinstock of General

Electric Company plc to allow Racal to access some of GEC's tactical battlefield radio

technology. Briefing the head of Racal's military radio division Gerry Whent to drive the

company into commercial mobile radio, Whent visited GE's factory in Virginia, USA in

1980.

In 1982, Racal's newly formed Racal Strategic Radio Ltd subsidiary won one of two

UK cellular telephone network licences, with the other going to British Telecom The

network, known as Racal Vodafone, was 80% owned by Racal, with Millicom holding 15%

and Hambros Technology Trust 5%. Vodafone was launched on 1 January 1985. Racal

Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. On 29

December 1986, Racal Electronics bought out the minority shareholders of Vodafone for

GB£110 million.

Under stock market pressure to realise full value for shareholders (the mobile unit

was being valued at the same amount as the whole Racal group), in September 1988, the

company was again renamed Racal Telecom, and on 26 October 1988, Racal Electronics

floated 20% of the company. The flotation valued Racal Telecom at GB£1.7 billion.[16] On

16 September 1991, Racal Telecom was demerged from Racal Electronics as Vodafone

Group.

In July 1996, Vodafone acquired the two thirds of Talkland it did not already own

for £30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased

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Peoples Phone for £77 million, a 181 store chain whose customers were overwhelmingly

using Vodafone's network. In a similar move the company acquired the 80% of Astec

Communications that it did not own, a service provider with 21 stores.

In 1997, Vodafone introduced its Speechmark logo, composed of a quotation mark

in a circle, with the O's in the Vodafone logotype representing opening and closing

quotation marks and suggesting conversation.

On 29 June 1999, Vodafone completed its purchase of AirTouch Communications,

Inc. and changed its name to Vodafone Airtouch plc. The merged company commenced

trading on 30 June 1999. In order to gain anti-trust approval for the merger, Vodafone sold

its 17.2% stake in E-Plus Mobilfunk. The acquisition gave Vodafone a 35% share of

Mannesmann, owner of the largest German mobile network.

On 21 September 1999, Vodafone agreed to merge its U.S. wireless assets with those of

Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April 2000.

In November 1999, Vodafone made an unsolicited bid for Mannesmann, which was

rejected. Vodafone's interest in Mannesmann had been increased by the latter purchase of

Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into the

UK broke a "gentleman's agreement" not to compete in each other's home territory. The

hostile takeover provoked strong protest in Germany, and a "titanic struggle" which saw

Mannesmann resist Vodafone's efforts. However, on 3 February 2000, the Mannesmann

board agreed to an increased offer of £112bn, then the largest corporate merger ever. The

EU approved the merger in April 2000. The conglomerate was subsequently broken up and

all manufacturing related operations sold off.

On 28 July 2000, the Company reverted to its former name, Vodafone Group plc. In

April 2001, the first 3G voice call was made on Vodafone United Kingdom's 3G network.

In 2001, the Company acquired Eircell, the largest wireless communications

company in the Republic of Ireland, from eircom. Eircell was subsequently rebranded as

Vodafone Ireland. Vodafone then went on to acquire Japan's third-largest mobile operator J-

Phone, which had introduced camera phones first in Japan.

30

On 17 December 2001, Vodafone introduced the concept of "Partner Networks", by

signing TDC Mobil of Denmark. The new concept involved the introduction of Vodafone

international services to the local market, without the need of investment by Vodafone. The

concept would be used to extend the Vodafone brand and services into markets where it

does not have stakes in local operators. Vodafone services would be marketed under the

dual-brand scheme, where the Vodafone brand is added at the end of the local brand. (i.e.,

TDC Mobil-Vodafone etc.)

In May 2011, Vodafone Group Plc bought the rest of the shares of Vodafone Essar

from Essar Group Ltd with value of $5 billion and became a solely owned of Vodafone

Essar.

31

PRODUCTS AND SERVICES

POST PAID

Become a Vodafone Postpaid customer with a new postpaid connection and talk to

your heart content without worrying about bill value. Buy a special postpaid mobile handset

for your Vodafone Postpaid mobile SIM card with our postpaid mobile handset offers. Pick

the right Vodafone Postpaid talk plan that suits your usage best for your Vodafone Postpaid

mobile phone. Stop worrying about your Vodafone Postpaid mobile bill subscribe to our

Vodafone Postpaid offers and Vodafone Postpaid services.

And guess what – Vodafone Postpaid bill payment is easy! We’ve got a wide variety

of Vodafone Postpaid bill payment options. Choose the Vodafone Postpaid bill payment

option that works for you to make the most of your Vodafone Postpaid connection.

Sounds good? Check out all the benefits that come along with a Vodafone Postpaid

SIM card, and it`ll sound even better!

• Great Vodafone mobile Postpaid offers

• The perfect Postpaid Tariff plans

• Caller tunes

• Vodafone Stores and dealers

• Ready to get a new postpaid connection?

• Looking for Postpaid forms?

• Happy to help

The perfect Postpaid Tariff plans

Find the right postpaid talk plan by going through the many mobile postpaid talk

plans we’ve got for you. Select the postpaid talk plan that suits your usage and your budget

best to make the most out of every penny you pay.

What’s more – we’ll be happy to help you find the right postpaid talk plan. Just

SMS BEST FIT to 111 and we’ll look through our Postpaid talk plans and choose the

Postpaid talk plan that best suits your usage for your Vodafone Postpaid mobile phone.

32

Check out Postpaid talk plans for your Vodafone Postpaid mobile phone

Confused about your Vodafone Postpaid cell phone billing?

Visit us at your nearest Vodafone Store or call us on 111 and we’ll be happy to answer all

your Vodafone Postpaid billing queries.

Vodafone Postpaid bill payment

Here’s another reason why you should become a Vodafone Postpaid customer with a

new postpaid connection – paying your Vodafone Postpaid bill is easy!

Postpaid bill payment – online

Log on to My Vodafone anytime and pay your bill, at the click of a mouse.

Self Service Kiosk

Pay your Vodafone Postpaid mobile bill the next time your visit a multiplex, mall or

a Vodafone Store by cash, cheque or credit card.

Payment centres

We have thousands of payment centres at convenient locations across India. Walk

into one to pay your Vodafone Postpaid bill with cash or a cheque.

Pay by credit card

Don't strain yourself remembering your Vodafone Postpaid mobile bill's due date.

Pay by your credit card and your outstanding Vodafone Postpaid mobile bill amount will be

directly debited from your account.

Bill payment vouchers

Pay your Post paid bill from anywhere, any time using Vodafone Postpaid vouchers

at your convenience. Vouchers are available in denominations of Rs 100, Rs 200, Rs 500

and Rs 1000. You can buy these vouchers from your nearest Vodafone dealer.

33

Pay at post offices

Now you can pay your Vodafone Postpaid mobile bills through cash at various post

offices (with e-payment facility).

Pay by IVR

You can also call 111 and make your Vodafone Postpaid mobile bill payment

through credit card.

e-bill pay

You can also pay your Vodafone Postpaid bill online through e-bill, payment centres

spread all across the country.

Direct Debit

Pay your Vodafone Postpaid monthly bill by authorizing Vodafone to debit your

bank account directly every month, by filling and submitting the Direct Debit form at you

nearest Vodafone stores.

Caller tunes

Play your favourite song for all your callers instead of the boring tring tring on your

Vodafone Postpaid mobile connection with Vodafone Caller tunes. Set your friends’

favourite songs as Caller tunes just for them. Choose a Caller tune from amongst

Bollywood to international hits, wacky sounds to pure instrumental, and more. And if that’s

not enough, you can also record a message in your own voice and set it as your Caller tune

on your Vodafone Postpaid mobile phone.

Vodafone Stores and dealers

Do you need our help with something? Get in touch through Vodafone retailers or

Vodafone Stores & Mini Stores spread across the country – and also your neighbourhood.

Postpaid outlets

Walk into any Vodafone Postpaid outlet for Vodafone Postpaid mobile connections,

choose from a range of affordable Vodafone Postpaid mobile talk plans and start talking!

34

Find a Postpaid outlet now

Vodafone Stores

Come talk to us! Drop by at a Vodafone Store and we’ll help you out with

everything – be it Vodafone Postpaid mobile connections, Postpaid offers to go with it,

Postpaid mobile talk plans, Value Added Services, replacement of a lost or damaged

Postpaid SIM card and also your Vodafone Postpaid mobile billing queries.

Vodafone Postpaid Mobile Stores

Got no free time for a visit? Then let’s meet while on the move. Look out for a

Vodafone Postpaid Mobile Store to get a Postpaid connection and Postpaid phones, the best

Postpaid mobile plan, value added services, and also your Vodafone Postpaid mobile billing

queries.

Vodafone Mini Stores

You’ll find them in every nook & corner of the city. Check one out to buy new

postpaid connections, select a Postpaid talk plan, reactivate an old connection and much

more.

Self Service Kiosk

Get no free time to pay your bill during the day? Come to Self Service Kiosk. This

machine allows you to view & pay your Postpaid bill at any point of time. This is

operational 24 x 7. You can pay your bill either through cheque, credit card or cash.

BILLING OPTIONS

You can get your Vodafone bill in your inbox. Or hear it on your phone. You can

even choose the language it comes in. And do a lot more, all through your phone.

35

Ebill

Get your Vodafone bill delivered right to your inbox, every month.

Itemised billing

Keep an eye on your phone usage with a detailed billing statement.

My Vodafone bill

Got questions about your bill? Get answers anytime you need.

Duplicate bill

Log on to My Vodafone to request a duplicate bill.

Payment centres

Find out which Vodafone payment centre is closest to you.

36

PREPAID

Go mobile with a Vodafone Prepaid connection and control how much you spend

with a prepaid cell plan. Buy a special prepaid mobile handset for your Vodafone Prepaid

mobile SIM card with our prepaid mobile handset offers. To keep talking without any talk

time or validity hassles make use of our flexible recharging options for your Vodafone

Prepaid mobile SIM card: Prepaid recharge cards, e Top Up and Direct Top-Up. It’s easy to

find a prepaid recharge top up too: we’ve got prepaid outlets everywhere, so that you can

stay connected wherever you are. And that’s not all – you can also subscribe to our unique

prepaid mobile services and prepaid offers and make the most of your Vodafone Prepaid

cell phone. Sounds good?

• Find a Prepaid cell phone plan that suits you

• Great prepaid offers

• Caller tunes

• A world of prepaid mobile services

• Do you need to top up recharge?

• Recharging your Vodafone Prepaid card

• Vodafone Stores and dealers

• Ready to get a prepaid connection?

• Looking for Prepaid forms?

Great prepaid offers

Talk longer. SMS even more. Or get yourself a Vodafone Prepaid handset with a prepaid

handset offer. Get the best value for your money with Vodafone’s latest Prepaid offers that

work with your prepaid mobile tariff plan to make the most of your mobile prepaid talk

time.

Prepaid offers on top up recharge

Make use of Vodafone’s prepaid offers to get a prepaid top-up recharge for the best deals on

talk time, validity and call rates for Vodafone Prepaid cell phone. Find out more about

prepaid offers for prepaid top-ups.

37

E recharge mobile top up vouchers for prepaid connection

You can get your prepaid connection recharged through e recharge mobile top up vouchers

available at various Vodafone outlets.

Chota Recharge topup

If you’ve run out of mobile prepaid recharge minutes during your validity period, it’s time

for a Prepaid top-up of your talk time with a Vodafone Chota Recharge card. Get your

prepaid mobile recharge top up for as little as Rs 10 up to Rs 197 without buying a full

month’s talk time. Find out more about this prepaid offer.

Bonus Cards

Here’s a Prepaid offer that can supercharge your Prepaid top-up and make your talk time

last longer than you think. Enjoy slashed rates on calls and SMS and save on talk time with

Bonus Cards for your Vodafone Prepaid mobile tariff plans. Find out more about this

prepaid offer.

Looking for a Prepaid handset offer?

We have many prepaid handset offers so you can get yourself a cool Prepaid handset to go

along with a Vodafone Prepaid connection at great prices. Just visit the nearest Vodafone

Store and check out the prepaid handset offers. Find out more about prepaid handset offers.

To go through the complete list of prepaid offers for your Prepaid mobile tariff plan and

Prepaid handset offers, click here

Callertunes

Play your favourite song for all your callers instead of the boring tring tring on your

Vodafone Prepaid cell phone with Vodafone Caller tunes. Set your friends’ favourite songs

as Caller tunes just for them. Choose a Caller tune from amongst Bollywood to international

hits, wacky sounds to pure instrumental, and more. And if that’s not enough, you can also

record a message in your own voice and set it as your Caller tune on your Vodafone mobile

prepaid phone.

38

Wait, there’s more – if you are crazy about cricket then you can set live cricket

scores as Caller tunes on your Vodafone mobile prepaid phone with Cricket Caller tunes.

Set more than 1 Caller tune on your Vodafone mobile phone with Caller tune Shuffle so that

your callers hear a different Caller tune every time. And if you’re busy with something and

can’t attend to any calls, set a Busy Caller tune that tells your callers why you can’t answer

your Vodafone Prepaid mobile phone. Read more about Vodafone Caller tunes.

A world of prepaid mobile services

Your Vodafone Prepaid SIM card can do a lot more than just make calls and send SMS.

Subscribe to Vodafone’s unique prepaid mobile services and make the most of your

Vodafone mobile phone. Here are a few of Vodafone’s prepaid mobile services:

Tunes and downloads

Add jazz to your Prepaid mobile phone with some help from Vodafone. Replace the regular

tring-tring with Ringtones, set Caller tunes, and download full songs, pictures, logos and

much more. Read more about these prepaid services.

Entertainment

Here’s a prepaid service that lets you have some fun when you’ve got free time. Plug into

the world of movies, music and games or play contests to win some cool prizes. Brighten up

your day with some jokes or chat and make new friends – all with your Vodafone Prepaid

mobile phone. Read more about these prepaid services.

Vodafone Alerts

Know what’s happening in the world around you – with Vodafone Alerts on your Prepaid

mobile phone. Just tell us what you’re into – sports, spirituality, finance, national and

international news, finance etc, and we’ll keep you in touch with the whole world. Read

more about these prepaid services.

Call Management Services

Let us manage your calls for you. Use Vodafone Call Filter to block unwanted callers on

your Vodafone Prepaid mobile phone. Back up your phonebook and all the cool stuff on

39

your Vodafone mobile phone with Vodafone Phone backup. Set Busy Caller tunes to let

your callers know when you can’t answer their calls. Read more about these prepaid

services.

Travel

A Prepaid service that helps you plans your journey. Book tickets, get train and flight

schedules at the click of a button. Use Jet Wallet on your Vodafone Prepaid mobile phone to

book Jet Airways tickets. You can also get Taxi fares on your Vodafone Prepaid mobile

phone and make sure you don’t ever get cheated. Read more about these Prepaid services.

Astrology

Know what the day’s going to be like with this Vodafone Prepaid service. Get forecasts, tips

on Vaastu and Feng Shui, info on Rahukaal & Shubhkaal and lots more – all on your

Vodafone Prepaid mobile phone. Read more about these prepaid services.

Do you need to topup recharge?

Running low on talk time? Here’s how you can check your Prepaid talk time balance on

your mobile phone and find out if it’s time to recharge your mobile phone:

• Call 140 (toll free)

• Or dial *141# and press OK

And to check your Prepaid SIM card’s validity:

• Call 140 (toll free)

For any assistance on Prepaid talk time and validity, or to find out more about Prepaid top

ups, call Vodafone Care on 111 from your Vodafone Prepaid mobile phone.

Recharging your Vodafone Prepaid card

Low on talk time? Getting a Prepaid top up with a prepaid mobile recharge is easy. Here are

some simple ways to recharge your mobile phone:

40

Prepaid recharge cards

Stop at any shop with the Vodafone signage and buy a prepaid mobile recharge coupon that

suits your needs, for an instant prepaid top up. Follow the steps mentioned on the back of

the Prepaid mobile recharge coupon and you’re done. As simple as that. Read more on

Prepaid top ups with Recharge cards.

Recharge with e Top Up

Want to recharge with a specific amount? Use Vodafone’s e Top Up facility for a hassle-

free prepaid top up! Getting an e Top Up for your prepaid mobile SIM card is easy. Just

walk into a Vodafone Store or Vodafone Mini Store or any other store with the Vodafone

signage to recharge your Prepaid SIM card with mobile phone Prepaid to pup. You can

recharge with any amount you like, using e Top Up. What’s more, e Top Up is instant and

completely secure. Read more on e Top Up

Recharge with Direct Top-Up

Don’t have time to go to a store to get a prepaid recharge coupon or a mobile phone Prepaid

top up? Get a Prepaid top up for your Vodafone Prepaid connection the next time you walk

into an ATM using Direct Top-Up. Or just send an SMS to recharge your account anytime,

and for any amount. Read more on Direct Top-Up

These are just some of the many ways you can get a Prepaid recharge for your Vodafone

Prepaid mobile phone. To check out the complete list of recharge options, click here

Vodafone Stores and dealers

Do you need our help with something? Get in touch through Vodafone retailers or

Vodafone Stores & Mini Stores spread across the country – and also your neighbourhood

Prepaid outlets

Walk into any Vodafone Prepaid outlet to buy a Vodafone Prepaid mobile SIM card, choose

from a range of affordable Vodafone Prepaid cell phone plans or buy a prepaid recharge

coupon.

41

Vodafone Stores

Come talk to us! Drop by at a Vodafone Store and we’ll help you out with everything – be it

a Vodafone Prepaid connection, a Prepaid handset offer to go with it, Prepaid mobile phone

plans, value added services, replacement of a lost or damaged Prepaid phone SIM card or

even a simple Prepaid Top-up with a Prepaid recharge voucher or mobile phone top up

voucher.

Vodafone Prepaid Mobile Stores

Got no free time for a visit? Then let’s meet while on the move. Look out for a Vodafone

Prepaid Mobile Store to get a Prepaid connection, Prepaid mobile phone plans, value added

services, Prepaid recharge vouchers and the answers to all your queries on a Vodafone

Prepaid SIM card.

Vodafone Mini Stores

You’ll find them in every nook & corner of the city. Check one out to buy a new prepaid

connection, select a prepaid mobile phone plan, buy a prepaid recharge voucher and

reactivate an old connection and much more.

Self Service Kiosk

Get no free time to pay your bill during the day? Come to Self Service Kiosk. This machine

allows you to view & pay your prepaid bill at any point of time. This is operational 24 x 7.

You can pay your bill either through check, credit card or cash.

You can also recharge your prepaid account any time round the clock.

Ready to get a prepaid connection?

Follow 4 easy steps to start talking with a Vodafone Prepaid connection:

Step1: Fill up a simple form

To get a Vodafone Prepaid connection, you need a simple prepaid application form. You

can get these forms at a Vodafone Store as well. To download one, click here

42

Step2: Get your documents ready

A self-attested photograph and a document that works as address proof with your signature

and photo identity that’s all you need.

Step3: Visit a Vodafone Store

Once you have your prepaid application form and your documents ready, just submit them

at your nearest Vodafone Store. You can also get yourself a handset for your Vodafone

Prepaid SIM card with the special Prepaid handset offers available.

Step4: Select a Prepaid mobile phone tariff plan

Choose a Prepaid mobile phone tariff plan that meets your requirements. And make the

most of every penny you pay.

And you’re done! Just insert your Vodafone Prepaid phone SIM card into your mobile

phone and start talking. If you run out of mobile prepaid talk time, you can recharge your

Vodafone Prepaid connection with a prepaid top-up: a recharge voucher, mobile phone top

up or a Direct Top-up.

43

Chapter – 4

44

RESEARCH METHODOLOGY

OBJECTEIVES OF THE PROJECTS

Ø To study the comparative analysis of consumer preference towards Idea and Vodafone

in Moradabad city.

Ø To study the various plan & scheme and their prices offered by Idea and Vodafone.

Ø To study the preference of those factors which are considerable by the customer at the

time of subscription of services.

Ø To analyze comparatively the satisfaction level of the customer in respect to both

companies.

Ø To study the promotional strategies, market share and coverage area of both companies.

DEFINITION OF RESEARCH

Research is defined as human activity based on intellectual application in the

investigation of matter. The primary purpose for applied research is discovering,

interpreting, and the development of methods and systems for the advancement of human

knowledge on a wide variety of scientific matters of our world and the universe. Research

can use the scientific method, but need not do so. Scientific research relies on the

application of the scientific method, a harnessing of curiosity. This research provides

scientific information and theories for the explanation of the nature and the properties of the

world around us. It makes practical applications possible. Scientific research is funded by

public authorities, by charitable organisations and by private groups, including many

companies. Scientific research can be subdivided into different classifications according to

their academic and application disciplines. Historical research is embodied in the historical

method. The term research is also used to describe an entire collection of information about

a particular subject.

45

TYPES OF RESEARCH

Qualitative research:- Qualitative research allows you to explore perceptions, attitudes and

motivations and to understand how they are formed. It provides depth of information which

can be used in its own right or to determine what attributes will subsequently be measured

in quantitative studies. Verbatim quotes are used in reports to illustrate points and this

brings the subject to life for the reader. However, it relies heavily on the skills of the

moderator, is inevitably subjective and samples are small. Techniques include group

discussions/workshop sessions, paired interviews, individual in-depth interviews and

mystery shopping (where the researcher plays the role of a potential student, etc in order to

replicate the overall experience).

Quantitative research:- Quantitative research is descriptive and provides hard data on the

numbers of people exhibiting certain behaviours, attitudes, etc. It provides information in

breadth and allows you to sample large numbers of the population.

It is, however, structured and does not yield the reasons behind behaviour or why people

hold certain attitudes. Techniques commonly used in HE/FE include postal surveys

(particularly appropriate in the case of student populations where name and address

information is available), telephone surveys (appropriate for surveys of employers), on-line

or web-based surveys (very cost-effective for reaching audiences where e-mail penetration

is high, such as students and university/college staff) and mystery shopping (in this case to

test quantifiable aspects of the service).

RESEARCH DESIGN

Plan outlining how information is to be gathered for an assessment or evaluation that

includes identifying the data gathering method(s) , the instruments to be used/created, how

the instruments will be administered, and how the information will be organized and

analyzed.

TYPES OF RESEARCH DESIGN

1. Philosophical/discursive

This may cover a variety of approaches, but will draw primarily on existing literature, rather

than new empirical data. A discursive study could examine a particular issue, perhaps from

46

an alternative perspective (eg feminist). Alternatively, it might put forward a particular

argument or examine a methodological issue.

2. Literature review

This may be an attempt to summarise or comment on what is already known about a

particular topic. By collecting different sources together, synthesising and analysing

critically, it essentially creates new knowledge or perspectives. There are a number of

different forms a literature review might take.

3. Case study

This will involve collecting empirical data, generally from only one or a small number of

cases. It usually provides rich detail about those cases, of a predominantly qualitative

nature. There are a number of different approaches to case study work (eg ethnographic,

hermeneutic, ethogenic, etc) and the principles and methods followed should be made clear.

4. Survey

Where an empirical study involves collecting information from a larger number of cases,

perhaps using questionnaires, it is usually described as a survey. Alternatively, a survey

might make use of already available data, collected for another purpose. A survey may be

cross-sectional (data collected at one time) or longitudinal (collected over a period).

Because of the larger number of cases, a survey will generally involve some quantitative

analysis.

5. Evaluation

This might be an evaluation of a curriculum innovation or organisational change. An

evaluation can be formative (designed to inform the process of development) or summative

(to judge the effects). Often an evaluation will have elements of both. If an evaluation

relates to a situation in which the researcher is also a participant it may be described as

‘action research’. Evaluations will often make use of case study and survey methods and a

summative evaluation will ideally also use experimental methods.

6. Experiment

This involves the deliberate manipulation of an intervention in order to determine its effects.

The intervention might involve individual pupils, teachers, schools or some other unit.

47

Again, if the researcher is also a participant (e.g. a teacher) this could be described as

‘action research’.

DATA COLLECTION

Data collection is a term used to describe a process of preparing and collecting data -

for example as part of a process improvement or similar project. A method of data

collection in which the situation of interest is watched and the relevant facts, actions and

behaviors are recorded.

PRIMARY DATA COLLECTION METHODS

In primary data collection, you collect the data yourself using methods such as

interviews and questionnaires. The key point here is that the data you collect is unique to

you and your research and, until you publish, no one else has access to it.

SECONDARY DATA COLLECTION METHODS

All methods of data collection can supply quantitative data (numbers, statistics or

financial) or qualitative data (usually words or text). Quantitative data may often be

presented in tabular or graphical form. Secondary data is data that has already been

collected by someone else for a different purpose to yours. For example, this could mean

using:

DATA SOURCES : Primary & Secondary data.

DATA COLLECTION METHOD : “Survey”

RESEARCH INSTRUMENT :“Questionnaire”

SAMPLE SIZE :30 Customer

SAMPLING UNIT :Customers

SAMPLE AREA : Moradabad

DATA PRESENTATION :Chart & Graphs

RESEARCH TYPE :Exploratory Research

48

LIMITATION OF RESEARCH

Ø Time duration for the study was very less.

Ø Employees felt uncomfortable to answer the questions.

Ø Employees didn’t respond properly due to unknown reason.

Ø Though care has been taken but judgmental error may have occurred.

Ø Some of the shop floor employees might not be able to understand the questions due to

language problem.

49

Chapter – 5

50

ANALYSIS AND INTERPRETATION

Q.1. Which company’s telecom services, are you using?

Table No. – 1

S. No. Options Percentage

a. Idea 20%

b. Vodafone 20%

c. BSNL 30%

d. Airtel 20%

e. Others 10%

Graph No. – 1

INTERPRETATION:-

As the graph show that 20% respondents say Idea, 20% respondents say Vodafone,

30% respondents say BSNL, 20% respondents say Airtel and remaining 10% respondents

say others.

51

Q.2. How much time, are you are you that services?

Table No. – 2


a. 1 year 30%

b. 2 years 40%

c. 3 years 20%

d. More than 3 years 10%

Graph No. – 2

INTERPRETATION:-

As the graph show that 30% respondents say 1 year, 40% respondents say 2 years,

20% respondents say 3 years and remaining 10% respondents say more than 3 years.

52

Q.3. Which types of plan are you using?

Table No. – 3


a. Prepaid Plan 40%

b. Post Paid Plan 30%

c. Both 30%

Graph No. – 3

INTERPRETATION:-

As the graph show that 40% respondents say prepaid plan, 30% respondents say post

paid plan and remaining 30% respondents say both.

53

Q.4. In pre-paid service which type of the advantage will you prefer?

Table No. – 4


a. Rent Charge 30%

b. Recharge 20%

c. Pulse Rate 20%

d. Roaming 10%

e. Voice Mail Service 10%

f. SMS Services 10%

Graph No. – 4

INTERPRETATION:-

As the graph show that 30% respondents say rent charge, 20% respondents say

recharge, 20% respondents say pulse rate, 10% respondents say roaming, 10% respondents

say voice mail service and remaining 10% respondents say SMS services.

54

Q.5. In post-paid service which type of the advantage will you prefer?

Table No. – 5


a. Rent Charge 20%

b. Pulse Rate 30%

c. Roaming 30%

d. Voice Mail Service 10%

e. SMS Services 10%

Graph No. – 5

INTERPRETATION:-

As the graph show that 20% respondents say rent charge, 30% respondents say pulse

rate, 30% respondents say roaming, 10% respondents say voice mail service and remaining

10% respondents say SMS services.

55

Q.6. As per your experience, what is your feedback in respect to the services of Mobile

companies?

Table No. – 6


a. Fully satisfied 40%

b. Satisfied 20%

c. Partial satisfied 20%

d. Not satisfied 20%

Graph No. – 6

INTERPRETATION:-

As the graph show that 40% respondents say fully satisfied, 20% respondents say

satisfied, 20% respondents say partial satisfied and remaining 20% respondents say not

satisfied.

56

Q.7. Do you customer pays at par performance and quality of services?

Table No. – 7


a. Yes 70%

b. No 20%

c. No Response 10%

Graph No. – 7

INTERPRETATION:-

As the graph show that 70% respondents say yes, 20% respondents say no and

remaining 10% respondents say no response.

57

Q.8. Are you aware all the promotional strategies offered by the company?

Table No. – 8


a. Yes 60%

b. No 30%

c. No Response 10%

Graph No. – 8

INTERPRETATION:-


remaining 10% respondents say no response.

58

Q.9. As per your view, which one is the most effective sale promotion tools and techniques?

Table No. – 9


a. Free offers 30%

b. Price offers 20%

c. Installment offers 10%

d. Contests 20%

e. Coupons 20%

Graph No. – 9

INTERPRETATION:-

As the graph show that 30% respondents say free offers, 20% respondents say price

offers, 10% respondents say installment offers, 20% respondents say contests and remaining

20% respondents say coupons.

59

Q.10. Do you think that sales promotion is normally used for short term sales achievements

of products?

Table No. – 10


a. Yes 80%

b. No 10%

c. May be 10%

Graph No. – 10

INTERPRETATION:-


remaining 10% respondents say may be.

60

Q.11. Does sales promotional activities always increase the sale of products?

Table No. – 11


a. Yes 75%

b. No 5%

c. May be 20%

Graph No. – 11

INTERPRETATION:-


remaining 20% respondents say may be.

61

Q.12. Which marketing mix variables of Idea Cellular Ltd. is more effective?

Table No. – 12


a. Product range 30%

b. Prices of product 20%

c. Distribution channel 30%

d. Promotional strategies 20%

Graph No. – 12

INTERPRETATION:-

As the graph show that 30% respondents say product range, 20% respondents say

prices of product, 30% respondents say distribution channel and remaining 20%

respondents say promotional strategies.

62

Q.13. Comparative analysis of Idea with Vodafone in respect to various factors?

A. The service of Idea cellular Ltd. is

Table No. – 13


a. More effective than Vodafone 40%

b. Same as Vodafone 40%

c. Less effective than Vodafone 20%

Graph No. – 13

INTERPRETATION:-

As the graph show that 40% respondents say more effective than Vodafone, 40%

respondents say same as Vodafone, and remaining 20% respondents say less effective than

Vodafone.

63

B. The marketing strategy of Idea Cellular is

.

Table No. – 14





Graph No. – 14

INTERPRETATION:-



Vodafone.

64

C. The prices of services of Idea Cellular is

Table No. – 15


a. Comparatively more than Vodafone 30%


c. Comparatively less than Vodafone 30%

Graph No. – 15

INTERPRETATION:-

As the graph show that 30% respondents say comparatively more than Vodafone,

40% respondents say Same as Vodafone, and remaining 30% respondents say

comparatively less than Vodafone.

65

D. The coverage area of Idea Cellular is

Table No. – 16





Graph No. – 16

INTERPRETATION:-



Vodafone.

66

E. The after sale maintenance of services of Idea Cellular is

Table No. – 17


a. Faster than Vodafone 10%


c. Slower then Vodafone 50%

Graph No. – 17

INTERPRETATION:-

As the graph show that 10% respondents say faster than Vodafone, 40% respondents

say same as Vodafone, and remaining 50% respondents say slower then Vodafone.

67

F. The promotional strategies of services of Idea Cellular is

Table No. – 18


a. More attractive than Vodafone 30%


c. Less attractive than Vodafone 40%

Graph No. – 18

INTERPRETATION:-

As the graph show that 30% respondents say more attractive than Vodafone, 30%

respondents say same as Vodafone, and remaining 40% respondents say less attractive then

Vodafone.

68

H. In your view, the satisfaction level of customer in respects to quality of services of Idea

Cellular is

Table No. – 19


a. More than Vodafone 20%


c. Less than Vodafone 40%

Graph No. – 19

INTERPRETATION:-

As the graph show that 20% respondents say more than Vodafone, 40% respondents

say same as Vodafone, and remaining 40% respondents say less then Vodafone.

69

I. The feedback procedure of Idea Cellular is

Table No. – 20


a. Faster than Vodafone 30%


c. Slower then Vodafone 40%

Graph No. – 20

INTERPRETATION:-

As the graph show that 30% respondents say faster than Vodafone, 30% respondents

say same as Vodafone, and remaining 40% respondents say slower then Vodafone.

70

Q.14. Do you think that sale quality in services becomes the essential and important part in

marketing of products?

Table No. – 21


a. Yes 90%

b. No 5%

c. May be 5%

Graph No. – 21

INTERPRETATION:-


remaining 5% respondents say no.

71

Chapter – 6

72

FINDINGS, CONCLUSION AND SUGGESTIONS

Findings ü Maximum numbers of respondents are using the mobile services of BSNL followed by

Idea and Vodafone.

ü Maximum numbers of respondents are using their mobile services since 2 years.

ü Maximum numbers of respondent are using prepaid plan.

ü In pre-paid service, rent charge is the most preferable advantage.

ü In post-paid service, pulse rate is the most preferable advantage.

ü Most of the respondents are fully satisfied in respect to the services of Mobile

companies.

ü Almost all the respondents believe that they pay at par performance and quality of

services.

ü Maximum numbers of respondents are aware all the promotional strategies offered by

the company.

ü The one is the most effective sale promotion tools and technique is free offers.

ü Almost all the respondents think that sales promotion is normally used for short term

sales achievements of products.

ü Sales promotional activities always increase the sale of products.

ü The marketing mix variable of Idea Cellular Ltd. is more effective is product range.

Findings of comparative analysis of Idea with Vodafone in respect to various factors

ü The service of Idea cellular Ltd. is more as well as same effective than Vodafone.

ü The marketing strategy of Idea Cellular is same as Vodafone

ü The prices of services of Idea Cellular is same as Vodafone

ü The coverage area of Idea Cellular is same as Vodafone.

ü The after sale maintenance of services of Idea Cellular is Slower then Vodafone.

ü The promotional strategy of services of Idea Cellular is less attractive than Vodafone.

ü In your view, the satisfaction level of customer in respects to quality of services of Idea

Cellular is same as Vodafone.

ü The feedback procedure of Idea Cellular is same and slower then Vodafone.

ü Almost all the respondents think that sale quality in services becomes the essential and

important part in marketing of produ

73

CONCLUSION

This project reports is based on survey to study the comparative analysis of customer

preference and their satisfaction level of mobile subscribers with special reference to Idea

Cellular with Vodofone in Moradabad city. Customer Service and Innovation are the drivers

of this Cellular Brand. A brand known for many firsts, Idea was the first to launch GPRS

and EDGE in the country. Idea has received international recognition for its path-breaking

innovations when it won the GSM Association Award for "Best Billing and Customer Care

Solution" for 2 consecutive years. IDEA Cellular is a leading GSM mobile service operator

with pan India licenses. With a customer base of over 40 million in 15 service areas,

operations are soon expected to start in Orissa and Tamil Nadu-the first steps in providing

pan India services covering over 90% of India's telephony potential. A frontrunner in

introducing revolutionary tariff plans, IDEA Cellular has the distinction of offering the most

customer friendly and competitive Pre Paid offerings, for the first time in India in an

increasingly segmented market.

Vodafone is the world's largest mobile telecommunications company measured by

revenues and the world's second-largest measured by subscribers (behind China Mobile),

with around 341 million proportionate subscribers as of November 2010. It operates

networks in over 30 countries and has partner networks in over 40 additional countries. It

owns 45% of Verizon Wireless, the largest mobile telecommunications company in the

United States measured by subscribers. The name Vodafone comes from voice data fone,

chosen by the company to "reflect the provision of voice and data services over mobile

phones". The main concluding points of this project reports are as follows –

ü BSNL have more market share than Idea and Vodafone.

ü Prepaid Plan is more preferable than Post Paid plan.

ü In pre-paid service, rent charge is the most preferable advantage and in post-paid

service, pulse rate is the most preferable advantage.

ü The mobile services subscribers are fully satisfied in respect to the services of Mobile

companies and believe that they pay at par performance and quality of services.

ü The mobile services subscribers are aware all the promotional strategies offered by the

company and the most effective sale promotion tools and technique is free offers.

ü Sales promotional activities always increase the sale of products and the marketing mix

variable of Idea Cellular Ltd. is more effective is product range.

74

ü The factors which are more effective in Idea in comparison to Vodafone are service, the

marketing strategy, prices of services, coverage area and quality of services.

ü The factors which are more effective in Vodafone in comparison to Idea are after sale

maintenance of services, promotional strategy, the satisfaction level of customer and

feedback procedure.

ü The sale quality in services becomes the essential and important part in marketing of

products.

75

RECOMMENDATIONS

Ø All Telecom Companies are not covering the rural area. So the subscribers of the rural

area are lacking the services of these companies.

Ø The quality of services should be improved.

Ø WLL facilities should be provides by Telecom companies.

Ø Roaming facility is so costly in both companies. So the rate should be competitive as

others companies.

76

LIMITATIONS OF PROJECT WORK

Ø Difficulty to find secondary data that exactly the needs of some specific research

investigation.

Ø Relevance: The data may not fit into the needs of investigation. There may be difference

in the units of measurement, there may be surrogated data, discrepancy of class & data

may pertain to some other period of time.

Ø Accuracy: It is observed that it is rather difficult to measure the degree of approximation

used in the collection of information as well as the competence of the investigator in

motivating the persons to supply the desired information.

Ø Difficulties in the identification of the source.

Ø Error may be there in recording or transferring information from secondary sources.

Ø The facilities or capabilities of the agency that originally collected the data might be

questionable.

77

BIBLIOGRAPHY

ü Kotler, Philip, Marketing Management: Analysis, Planning, Interpretation and Control,

Prentice-Hall of India Pvt. Ltd., New Delhi.

ü Boyd, Harper, H., The Concept of the Marketing Mix, Journal of Advertising Research.

ü Drucker, Peter, F., Management: Task, Responsibilities, Practices, Harper & Raw, New

York.

Weblinks:

www.ideacellular.com

www.vodafone.com

78

QUESTIONNAIRE

Q.1. Which company’s telecom services, are you using?

a. Idea b. Vodafone c. BSNL

d. Airtel e. Others

Q.2. How much time, are you are you that services?

a. 1 year b. 2 years

c. 3 years d. More than 3 years

Q.3. Which types of plan are you using?

a. Prepaid Plan b. Post Paid Plan c. Both

Q-4. In pre-paid service which type of the advantage will you prefer?

a. Rent Charge b. Recharge c. Pulse Rate

d. Roaming e. Voice Mail Service f. SMS Services

Q-5. In post-paid service which type of the advantage will you prefer?

a. Rent Charge b. Pulse Rate c. Roaming

d. Voice Mail Service e. SMS Services

Q.6. As per your experience, what is your feedback in respect to the services of Mobile

companies?

a. Fully satisfied b. Satisfied

c. Partial satisfied d. Not satisfied

Q.7. Do you customer pays at par performance and quality of services?

a. Yes b. No c. No Response

Q.8. Are you aware all the promotional strategies offered by the company?

a. Yes b. No c. May be

Q.9. As per your view, which one is the most effective sale promotion tools and techniques?

a. Free offers b. Price offers c. Installment offers

d. Contests e. Coupons

Q.10. Do you think that sales promotion is normally used for short term sales achievements

of products?


Q.11. Does sales promotional activities always increase the sale of products?


79

Q.12. Which marketing mix variables of Idea Cellular Ltd. is more effective?

a. Product range b. Prices of product

c. Distribution channel d. Promotional strategies

Q.13. Comparative analysis of Idea with Vodafone in respect to various factors?

A. The service of Idea cellular Ltd. is

a. More effective than Vodafone

b. Same as Vodafone

c. Less effective than Vodafone

B. The marketing strategy of Idea Cellular is


b. Same as Vodafone


C. The prices of services of Idea Cellular is

a. Comparatively more than Vodafone

b. Same as Vodafone

c. Comparatively less than Vodafone

D. The coverage area of Idea Cellular is


b. Same as Vodafone


E. The after sale maintenance of services of Idea Cellular is

a. Faster than Vodafone

b. Same as Vodafone

c. Slower then Vodafone

F. The promotional strategies of services of Idea Cellular is

a. More attractive than Vodafone

b. Same as Vodafone

c. Less attractive Vodafone

H. In your view, the satisfaction level of customer in respects to quality of services of Idea

Cellular is

a. More than Vodafone

b. Same as Vodafone

c. Less than Vodafone

80

I. The feedback procedure of Idea Cellular is

a. Faster than Vodafone

b. Same as Vodafone

c. Slower then Vodafone

Q.14. Do you think that sale quality in services becomes the essential and important part in

marketing of products?


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