INTRODUCTION

The Indian telecommunications network is the fifth largest in the world and is the second
largest among the emerging economies of Asia. Today it is the fastest growing market in
the world. Private operators have made mobile telephony the fastest growing (over164%
p.a.) in India.With more than 33 million users (both CDMA and GSM). Wireless is the
principal growth engine of the Indian telecom industry. Intense competition between the
four main private groups- bharti(AIRTEL), HUTCH, TATA and RELIANCE and with the
state sector incumbents BSNL and MTNL has brought about a significant drop in
tariffs.The government has played a key enabling role by deregulating and liberalizing
the industry, usherings in competition and paving the way for growth.My project is
“STUDY OF USR’S RESPONSE & ACCEPTABILITY TOWARDS TELECOM
SERVICE PROVIDERS IN DELHI” in which with the help of questionnaire. I tried to
answer that to know the extent to which catchy plans affect buying decision of the
consumer. Also, it was tried to found out that to what extent sales promotional tools alter
existing preference.

1
Telecom industry in India
The India economy is on path resurgence. The gradual opening of the economy has
ensured has steady growth even at the time when other countries were in the grip of a
massive slow down. Progressive reforms such as removal of restrictions on foreign
investment and industrial deli censing are responsible for this growth. Such structural
changes have had a positive impact on the telecom sector and a compounded annual
growth rated of 13.43% is estimated for 2002-2007(Frost & Sullivan). The future of the
industry lies in mainline and cellular segments and constant technological innovations
such as internet protocol (IP) - based services. Revenues from voice and data services are
expected to increase sharply due to surge in usage.

Present scenario and growth of telecom sector in India

India has a mere1.2 telephones for every 100 of its people. This is way below
international standards and is not becoming of country aspiring to be a major player
in the global economy of the 21st century. This means that opportunities for
investment in this sector are immense.Basic voice services, is the biggest market.
Installation of around 25 million directs an exchange line requires an investment of
US$ 22 billion.The cumulative investment up to the year 2007 to meet demand for
cellular mobile and radio paging services is estimated at US$ 8 billion and US$ 1
billion respectively. Investment in Value Added Services (VAS), up to 2008, is
estimated at US$ 3 billionVSAT services have not taken off in India. Demand for
electronic mail, videoconconferencing is not strong enough to justify investment.
Besides, license fees to be paid to the Department of Telecommunications (DoT) are
too high given the size of demand.The telecom sector has witnessed the presence of
many leading foreign companies including us companies: AT&T, Motorola, Nynex,
US West, Hughes, Harris, Qualcomm, Sprint, Telstra, NTT, Singapore Telecom,
Philippine Telecom, Bezeq, Siemens, Ericsson, Nokia Fujitsu, Alcatel, and Bell
Canada among others.Provisions of internet services have been thrown open to
domestic and foreign investors with effect from October 7, 1998. Transparent policies
and better market conditions has helped in attracting foreign investment. The entry of
new operators and introduction of novel services coupled with increasing importance

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of wireless communication are factors that have contributed to growth in number of
subscriber in cellular segment.But along with this explosive growth, we have all been
hearing the constant refrain that Voice would cease to be important in the telecom
industry and data would be coroneted in the near future ( Samrat Sinha). Well that has
not really happened. Even in the developed telecom markets, voice still rules the roost
and remains the cash cow. In terms of revenue, data’s share is rising steadily and the
advent of cutting edge data applications ensures a brisk growth rate. But voice
remains the dominant application today. ‘Minutes of usage’ (MoU), the metric for
gauging voice telephony has been rising exponentially with every passing year. The
wide acceptance of Centrex facilities in the fixed line POTS (plain old telephone
service) and CUG (closed user group) in cellular services all Point to the fact that
people want to talk more and more albeit at low/fixed cost. Today, most cellos have
CUGs for corporate and “friends and family” offers for individual customers aimed at
creating sticky voice users. Take India times voice-based service, “helpline-info line”
as a case in point. Though its internet and SMS push service “8888” for mobile
applications is hugely successful, it couldn’t testis the lure of the profits of the voice
market. One can have similar information or entertainment updates through this
purely voice service. Going beyond empirical evidences and statistics, one should
remember that voice satiates one of mankind’s most basic and inherent needs- the
need to talk. Whereas data fulfils a contrived need –the need for information and
implied communication. Even today human behavior pointers favor voice over data.
Be it ordering pizzas from Dominoes or goods from your neighborhood grocer, the
most preferred way is calling up and placing an order through the voice route.
Sustainability of any service and its proliferation depends on current usage patterns as
well as new innovations that can be amenable to it. Looking for current cues of usage,
one may analyze the mobile telecom industry. In India, the pre-paid market comprises
more than 70 per cent of cellular services market a huge mandate for voice service
scaling the shots here. The pre paid market is thoroughly voice driven hence
companies like Pre-Paid India (with brand Oxygen) and E-charge Tech are trying to
en-cash this phenomenon by voucher free charging through electronic re-charging of
pre-paid mobile customers. One must not forget electronic “Top Ups” through bank

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 ATMs. These facilities were introduced for aiding voice telephony. A similar trend is
prevalent world-wide, too. Reliance Infocme has fired another salvo by announcing
unlimited talk whereby its ‘On Net’ (a jargon for within the network calling) is toll
free for pre-paid and post paid customers in a given circle. And this is obviously
aimed at voice, voice and more of the voice pie. Other operators are expected to
follow suit. Idea Cellule’s “I-Card” serviceAimed at the youth market has the USP of
reduced call rates for voice usage in the “I Card” club. A survey of cellular users
conducted in Delhi sometime back, reveals that talking consumers over 85 percent of
the pre-paid card value and over 70percent usage value of post paid users. As per
TRAI (Telecom Regulatory Authority of India) data, 80% of new mobile subscriber
additions every month are still in the pre-paid category only. In its performance
indicators of Telecom Services released last June the average monthly minutes of
usage (MoU) for cellular services have been shown as steadily growing from 210-222
minutes in FE 2002-2003 to 301-322 in FE 2003-2004. through SMS applications are
quite popular in the youth segment, but ask any collegian whether she would fancy a
device with text messaging data capability alone she would snap back “ SMS/MMS is
cool but voice is hot.” Amit bose of Tata Teleservices avers, currently VAS (value
added services) contributes to about 2 parent of our total revenues. With our new VAS
offerings, we intend to shortly increase our revenue sot about 8 to10 percent. Even
though we expect basic voice to continue to have a major share, we also expect a
sustained and promising growth of the non-voiced-based value added service.
Major telecom bodies
Telecome Ragulatory Authority of India (TRAI). The TRAI (telecom regulatory authority
of India) act allows the body to set telecom tariffs and fix terms and conditions under
which operators can interconnect with other. It also requires the government to seek
recommendations from TRAI before issuing a license. A new appellate authority-separate
from TRAI- has been set up to decide on disputes between the government and private
operators. Broadly, the new act enhances TRAI’s recommendatory powers, strengthens
those powers relating to tariffs and interconnection but reduces the body’s judicial
powers. The new act continues to allow the TRAI to set tariffs.

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Department of telecom (DoT)
The Department of Telecom (DoT) is a Government of India Department
Under the aegis of Ministry of Communications. It has its role in policy making,
licensing and coordination matters relating to telegraphs, telephones, wireless, data,
facsimile and telepathic services and other like forms of communications. In addition,
DoT is responsible for frequency management in the field of radio communication in
close coordination with international bodies. It also enforces wireless regulatory
measures for its wireless transmission by user in the country. DoT aims to provide the
latest telecommunication technology and the best of services to its customers.

Association of basic telecom operator (ABTO)

The Association of Basic Telecom Operators (ABTO) is the nodal representative body for
all the licensed basic telecom operators.

Cellular Operators Association of India (COAI)

The Cellular Operators Association of India (COAI) was instituted in1995 as a registered,
non-profit, non-government society dedicated to the advancement of communication in
particular of modern communication through Cellular Mobile Telephone Services. Its
seeks to establish and sustain a world-class cellular infrastructure and deliver the benefits
of affordable mobile communication services to the people of India. The main objective
of COAI is to protect, promote ant upgrade mobile cellular operations in India and also to
look after the common and collective interests of its members. COAI has emerged as the
official voice for the Indian Cellular Industry and interacts directly with concerned
Ministries, Department of Telecommunication (DoT), Department of Telecom Services
(OTS), Telecom Regulatory authority of India (TRAI). Financial Institutions (ICICI,
IOBI, etc.), Bureau of Industrial costs & Prices (BICP).I Wireless Planning &
Coordination Wing (WPC). Indian Chambers of Commerce, International
Telecommunications Union (ITV), (CTIA) etc.

5
 Telecommunications
During the ongoing era of economic reforms telecom sector reform has been a success
story under a scenario of competitive growth shared by the public and private sectors, on
the one hand, and the regulated environment on the other.The planners had realized that
without a globally competent and efficient telecommunication system, the process of
globalization of the economy would be incomplete from an outdated and inefficient
system; the telecom sector has emerged as state-of-the-art of international standard within
a decade. But the revolution has just begun.

Telecommunication systems
Telecommunication is the technique of transmitting a message. From one point or place
to another with the typical additional attribute of being bi-directional. In practice it also
recognizes that something may be lost in the process: hence the term telecommunication
covers all forms of distance.Communications, including radio, telegraphy, television,
telephony, data.Communication and computer networking. The elements of a
telecommunication systems are a transmitter, a medium (line) and possibly a channel
imposed upon the medium (see base band and broadband as well multiplexing) and
receiver. The transmitter is a device that transforms or encodes the message into a
physical phenomenon; the signal. The car passing by is and example of and important
property of the channel called noise. Another important aspect of the channel is called the
bandwidth, the difference between a limited.Bandwidth and broadband is similar to
talking to a friend on a telephone or a walkie-talkie.Present communication system in
India, particularly in the urban areas can compare to the best in the world. As compared
to about one lakh telephones in the country in the year 1947, the number has now grown
to well above 400 lakhs with the tele-density growing to about 4 per one hundred of
population. Growth rate in this sector, particularly the cellular segment, has been
outstanding. As per the Economic Survey for the year 2005-06 during April-December
2005, 35 lakh new landline phones were added. But this decline because of advent of
cellular technologies.Achievement in the telecom sector during the Eighth and the ninth
plan have been substantial and qualify to be termed as revolution. The growth has been
rapid in terms of quantity, as well as quality, with public and the private sectors growing

6
simultaneously. Significant progress has been made through the ‘Telecommunication
Regulatory Authority of India’ in easin, out the procedures and cleaning up the regulatory
hurdles.With the introduction of healthy competition between various categories of
operators, the prices of long distance calls and mobiles services are on the decline. This is
despite the fact the adequate user charges are levied.With about 25,000 exchanges
functions in the country, in most of the urban areas the telephone is available on demand.
Waiting time in rest of the areas gone down considerably, mainly due to the mobile
revolution, under which the number of cellular users is growing with leaps and bounds.
Over 90% users in the country, added after 1994, have access to STD facilities and there,
are more than 8 lakh PCOs in the country, out of which about 6 lakh are in the urban
areas. Private companies like Bharti, Tata, Reliance and connect have been granted the
licenses as basic service providers, providing healthy competition to BSNL and MTNL.
The impact of telecommunications

Teledensity: the key factor

The most common measure of the spread of telephones is called the “Teledensity” which
is the number of main telephone lines per 100 people.In India the number of mobile
subscribers is increasing by one million every month- a growth which was witnessed by
China during 1998 itself. During the year 2002-03, there was a monthly addition of over
five million subscribers in China. With licensing issues have been resolved, India also
can look forward to achieving similar results.International Telecommunications Union
(ITU) statistics put the teledensity in India in 1998 at just 2.2 lines per hundred people.
However, Teledensity in India is increasing rapidly and as stated in the NTP 1999, the
Government is committed to holding the rate to reach 15 % (175 million) by 2010.This
will call for an estimated investment of around $37 billion in the next four years and $69
billion between 2005 and 2010 say industry experts.To a great extent the perceived
linkage between communications, information technology and growth has shaped the
Indian telecommunications policy, market perception and consequently industry activity.
However, the trends over the past one year have shown that while the cellular subscriber
base is increasing by leaps and bounds, the landline growth has been much lower

7
although it still continues to account for a bulk of the total subscribers.At the same time,
as has been the case in most of the developed world, the combination of enhanced
computing power and improved telecommunications equated by some to the introduction
of steam power in the 18th century and electricity in the 19th, has spurred a major
improvement in the productive capacities of the economies. If that be the case, then
teledensity would seem to offer an acceptable measure for gauging the level of economic
growth in any given country.

8
REPORT ON CRISINFAC ON THE GROWTH OF INDIAN
TELECOM INDUSTRY
India’s telecom services would continue ot record a strong growth with teledensity more
than doubling t 18% in the next six years, while service revenues would double to around
Rs one lakh corer in 2009-10, according to research and opinion firm Cris
Infac.However, blended average revenue per user is failing at an annual rate of 22.8% to
Rs 469% over the last four years, head (research) of Cris Infac, a subsidiary of CRISIL
ltd. Rajnish Kumar Rastogi told reporters in Mumbai on Tuesday.“From a meager 2.8%
in March 2000, teledensity rose to eight percent by September 2004, and we expect it to
reach 18 per cent by March 2010.” He said quoting a Cris Infac report analyzing the long
–term prospects of India’s telecom services sector.In unit terms, telecom subscriber base
is forecast to grow at an annual rate of 27 percent to touch 21.2 corer (212 million) by
march 2010, driven largely by continuing growth in the mobile services space, he added.
On the services revenues, he said that Cris Infac expects telecom services revenues to
double to around Rs one-lakh corer by 2009-10 from an estimated Rs 49,400 corer (Rs
494 billion) in 2003-04.Mobile services would contribute over 85 per cent of this increase
with the remainder being contributed by internet and leased line circuits, he said.
The services, which accounted for 95% of the additions made o telecom subscriber base
in 2003-04, would account for 90% of additions to subscriber’s base in the next six years
also, he added.Consequently, by 2009-10 mobile subscribers are expected to account for
nearly 75% of the telecom subscriber base, up from 43% by the end of 2003-04, Rastogi
said.Cris Infac forecasts mobile subscriber base to rise from 3.33 crore (33.3 million) by
the end of 2003-04 to around 15.5 crore (155 million) by 2009-10 at 36% p.a. and
Subscribers base of fixed services to increase to 5.6 crore (56 million) form the present
4.26 crore (42.6 million) “The growth in mobile subscriber base will be driven by supply-
side factors like increase coverage by operators, strengthening of marketing and
distribution networks and increasing affordability of mobile services due to rising income
levels and declining tariffs.” He said. Rastogi said, “ As per our estimates, the mobile
subscriber base would be in the range of 14-17 crore (140-170 million) by march 2010
depending upon the extent of coverage offer the next five years, as compared to rs 3,500
crore(Rs 35 billion) in the last five years. “Declining tariffs and addition of new

9
subscribers with relatively low usage has resulted in the blended ARPU (weighted
average of pre and post-paid ARPU) of mobile operators failing at an annual rate of
22.8% to Rs 469 per month over the last four years. Cris Infac expects the blended ARPU
of mobile operators to fall to Rs 296 per month by 2009-10 and mobile tariffs for local
and long distance to continue to drop, driven by a decline in regulatory costs and increase
in competition. Gross ARPU of fixed service operators has fallen at an annual rate of
9.5% to Rs641 per month over the last four years, and “we expect it to fall to Rs 543 per
month by 2009-10.” He said.

The mobile factor

Mobile telephony services continue to drive up subscriber growth rate, forming almost
90% of new subscriber additions in September 2004. The segment subscriber base grew
4.5% m-o-m to 42.97mm. Of the total subscriber addition 83% were added in GSM
mobile segment while rest17% (OMS segment, Reliance was the first mobile service
providers to across 9mn bar. Its subscribers grew from 3.4% to 9.04% mn and are the
largest service provider. Bharti maintained its second place at20.3% while BSNL.
Increased its market share to 8.5% to remain at third place.

10
 COMPANY PROFILE

Idea cellular ltd.

Idea cellular antecedents date back to 1995, when the Aditya Birla group and AT&T
(through Birla AT&T Communication Maharashtra & Gujarat circle) and the Tata group
(through Tata cellular Andhra Pradesh Circle set up cellular networks. Both the above
company was amongst the first company to commercially start operation in circle other
than metros and achieve financial closure in Indian Telecom Industry. In the year 2000,
the historic path-breaking merger of Tata Cellular with Birla AT&T communications and
the subsequent acquiring of RPG Cellular (Madhya Pardesh circle) in the year 2001-
helped take the company to aim even further and led to the formation of Birla Tata AT&T
limited. In year 2001, company introduced common brand “IDEA” and changed the
name to IDEA Cellular limited. Since then, there has been no looking back for IDEA
Cellular. The company launch Delhi operations in year 2005 and added a record 1,00,000
subscriber within one month of launch. In 2003, the company achieved the largest
financial closure in Indian telecom for all its circle. In 2004, the company entered into
definitive agreement to acquire Escotel Mobile Communication (existing operator in
Haryana, Kerala and UP (W) and Escorts Telecommunication (cellular holder for UP (e),
Himachal pardesh and Rajasthan.)

Prepaid Recharge - Delhi & NCR

11
MRP Service Tax Access Talktime Validity Description
From To From To Fee (in Rs) From To (days)
100 100 11 11 15 74 74 1 FR- Bleu- 1year

500 I2I Mins valid

101 101 11.11 11.11 89.89 0 0 15
for 15 days

Lifetime EMI to
102 102 11.22 11.22 15 75.78 75.78 0
NORMAL

103 110 11.33 12.1 15 76.67 82.9 0

111 119 12.21 13.09 15 83.79 90.91 0

120 120 13.2 13.2 15 91.8 91.8 1 FR- Bleu- 2year

121 126 13.31 13.86 15 92.69 97.14 0

Local Mobile @ 50p

127 127 13.97 13.97 113.03 0 0 90
for 3months

128 141 14.08 15.51 15 98.92 110.49 0

143 147 15.73 16.17 15 112.27 115.83 0

148 148 16.28 16.28 15 116.72 116.72 1 FR for Nokia Cards

1000 mins Free I-I

149 149 16.39 16.39 132.61 0 0 30
Recharge

3 Months Validity
150 150 16.5 16.5 88.5 45 45 90
Recharge

151 163 16.61 17.93 15 119.39 130.07 0

165 176 18.15 19.36 15 131.85 141.64 0

All Local @ 50p for

177 177 19.47 19.47 157.53 0 0 90
3months

178 190 19.58 20.9 15 143.42 154.1 0

191 191 21.01 21.01 15 154.99 154.99 0

193 194 21.23 21.34 15 156.77 157.66 0

FR-Handset-
195 195 21.45 21.45 15 158.55 158.55 1
Lifenormalplus

196 198 21.56 21.78 15 159.44 161.22 0

Spl High TT
200 200 22 22 78 100 100 30
Recharge

1500 I2I Mins valid

201 201 22.11 22.11 178.89 0 0 30
for 30 days

202 220 22.22 24.2 25 154.78 170.8 0

223 224 24.53 24.64 25 173.47 174.36 0

7 Months Validity
225 225 24.75 24.75 175.25 25 25 210
Recharge

226 247 24.86 27.17 25 176.14 194.83 0

12
 6Months Validity
248 248 27.28 27.28 170.72 50 50 180
Rchrg

249 250 27.39 27.5 25 196.61 197.5 0

251 251 27.61 27.61 173.39 50 50 210 Super Value FR

252 260 27.72 28.6 25 199.28 206.4 0

Spl 7months Validity

261 261 28.71 28.71 182.29 50 50 210
Recharge/FR

262 294 28.82 32.34 25 208.18 236.66 0

295 295 32.45 32.45 252.55 10 10 999 UltraLifetime @295

297 299 32.67 32.89 25 239.33 241.11 0

3 Months Validity
300 300 33 33 92 175 175 90
Recharge

301 329 33.11 36.19 35 232.89 257.81 0

330 332 36.3 36.52 35 258.7 260.48 0

333 333 0 0 0 333 333 0 FTT

334 364 36.74 40.04 35 262.26 288.96 0

365 365 40.15 40.15 299.85 25 25 365 1Yr Validity Rchrg

366 390 40.26 42.9 35 290.74 312.1 0

391 391 43.01 43.01 297.99 50 50 365 1 Yr FR

392 399 43.12 43.89 35 313.88 320.11 0

400 419 44 46.09 45 311 327.91 0

7 Months Validity
420 420 46.2 46.2 173.8 200 200 210
Recharge

421 494 46.31 54.34 45 329.69 394.66 0

496 499 54.56 54.89 45 396.44 399.11 0

500 504 55 55.44 55 390 393.56 0

1Yr Validity
505 505 55.55 55.55 299.45 150 150 365
Recharge

506 554 55.66 60.94 55 395.34 438.06 0

555 555 0 0 0 555 555 0 FTT

556 599 61.16 65.89 55 439.84 478.11 0

600 699 66 76.89 65 469 557.11 0

700 720 77 79.2 75 548 565.8 0

721 721 79.31 79.31 591.69 50 50 730 2year FR

722 749 79.42 82.39 75 567.58 591.61 0

2yr Validity
750 750 82.5 82.5 592.5 75 75 730
Recharge

751 776 82.61 85.36 75 593.39 615.64 0

777 777 0 0 0 777 777 0 FTT

778 785 85.58 86.35 75 617.42 623.65 0

13
 786 786 86.46 86.46 75 624.54 624.54 60 786 ID Voucher

787 799 86.57 87.89 75 625.43 636.11 0

800 899 88 98.89 85 627 715.11 0

900 994 99 109.34 95 706 789.66 0

996 998 109.56 109.78 95 791.44 793.22 0

999 999 0 0 0 999 999 0 FTT

1000 1149 110 126.39 0 890 1022.61 0

TO GET THE NET TALK TIME: (MRP/1.1236) - access fee. (If MRP is 100 and access fee 30, you would
apply ((100/1.1236)-30)

Disclaimer
If recharge is not done successfully, than the debited amount will be credited to your bank account
within 8 working days. If the amount is not credited, than please get in touch with the bank
authorities

Postpaid Plans - Delhi & NCR

Service Type Deposit (Rs.)
Basic (local) Nil

STD Only Nil

STD & National Roaming Nil

ISD Only 3000

ISD & National Roaming 3000

ISD & Global Roaming 3000

Note - One SMS contains 160 characters.

Note - Accuracy of measurement of time is 1 milli second. Call Duration is rounded upwards if it is equal to or
more than 1 milli second.

License Validity till Oct 2021

Finally, Internet Breaks Free with an

Introducing Delhi's First GPRS SERVICE.

Now surf the internet, check email, chat or even send photographs from your mobile.

Lifelong subscriber notification-

All restrictive action pertaining to non payment of dues are applicable on Lifelong postpaid subscribers as well (as
mentioned in the CSA form clause No. 4.1 b)( License Validity till Oct 2021)

Notice -
This is to inform all concerned that with effect from March 1, 2008(00:00) hours, no free or discounted SMS
would be available on the following days between 00:00 hours to 24:00 hours i.e. Christmas (Dec 25), New Year
Eve (Dec 31) New Year's Day (Jan 1), Republic Day (Jan 26), Valentine's Day (Feb 14), Holi, Friendship Day,

14
Independence Day (Aug 15), Dussehra, Diwali, Id-Ul-Fitr(Oct 2)*,Id-Ul-Zuha( Dec 9)*and Dhanteras. All
Subscribers who subscribe to SMS from March 1, 2008 onwards would also not get the benefit of Free or
Discounted SMS on these days. *Subject to change depending on the appearance of the moon.

Idea value added services

GPRS Service Daily &Weekly Horoscope, Horoscope of New borns, Birthday Horoscope
Tarot Prediction, Daily Panachang, Rahu Kalam, Shubh Kaal & Numerology Vasstu &
Feng Shui, Bahakti Sagar dosti online, Music messaging Voice Mail, Ring Tones, Picture
messages, Logos, SMS and Jokes YahooDating , Mail and Messgenger, Cell Banking
News Updates, Matrimonial Services Voice Portal-Say Idea, Live Astronomy from Bejan
Daruwala Voice Based interactivity with India times, NDTV News Update on Voice
Missed Call Alert, Live cricket matches, Life time offer.

VODAFONE

We will be the communications leader in an

increasingly connected world

Vodafone Group Plc is the world's leading mobile telecommunications company, with a
significant presence in Europe, the Middle East, Africa, Asia Pacific and the United
States through the Company's subsidiary undertakings, joint ventures, associated
undertakings and investments.The Group's mobile subsidiaries operate under the brand
name 'Vodafone'. In the United States the Group's associated undertaking operates as
Verizon Wireless. During the last two financial years, the Group has also entered into
arrangements with network operators in countries where the Group does not hold an
equity stake. Under the terms of these Partner Network Agreements, the Group and its
partner networks co-operate in the development and marketing of global services under
dual brand logos.At 31 December 2007, based on the registered customers of mobile
telecommunications ventures in which it had ownership interests at that date, the Group

15
had 252 million customers, excluding paging customers, calculated on a proportionate
basis in accordance with the Company's percentage interest in these ventures. The
Company's ordinary shares are listed on the London Stock Exchange and the Company's
American Depositary Shares ('ADSs') are listed on the New York Stock Exchange. The
Company had a total market capitalisation of approximately £99 billion at 31 December
2007. Vodafone Group Plc is a public limited company incorporated in England under
registered number 1833679. Its registered office is Vodafone House, The Connection,
Newbury, Berkshire, RG14 2FN, England.

Chota Recharge Stay mobile for as little as Rs 10 per month.

Plus get full talktime.

Fully loaded! Choose from a world of offers, according to your usage.

Apne minutes Get free calls to local Vodafone mobile phones from 10pm to 8am.

Looking for a handset? Cool handsets bundled with Vodafone connections, at great
prices.

16
 Bonus Card Enjoy low rates on STD, SMS, local calls and Nightspeak.

Connected for life Get a lifetime prepaid connection for Rs 299

only.

Recharge for Rs 149 And get 1000 local V2V minutes free for 30 days.

Recharge for Rs 99 And stay mobile for a month. Plus get talktime worth Rs 10.

17
Bharti airtel telecom

Bahrti Airtel Limited a part of Bharti Enterprises, is India’s leading provider of

telecommunications services. The businesses at Bharti Airtel have been structured into
three individual strategic business units (SBU’s) – mobile services, broadband &
telephone services (BT&T) & enterprise services. The mobile services group provides
GSM mobile services across India in 23 telecom circle, while the B&T business group
provides broadband & telephone services in 94 cities. The Enterprise services group has
two sub-units-carriers (long distance services) and services to corporates. All these
services are services are provided under under the Airtel brand. Bharti Enterprises has
successfully focused its strategy on telecom while straddling diverse fields of business.
From the creation of ‘Airtel’, one of india’s finest brands, to becoming the largest
manufacturer and exporter of world class telecom terminals under its ‘Beetel brand,
bharti has created a significant position for itself in the global telecommunications sector.
Bharti Airtel Limited is today acknowledged as one of India’s finest companies, and its
flagship brand ‘Airtel’.has over 35 million customers across the length and breadth of
India . While a joint venture with TeleTech Inc.,USA marked Bharti’s successful foray
into the Customer Management Services business . Bharti Enterprises’ dynamic
diversification has continued with the company venturing into telecom software
development. Recently, Bharti has successfully launched an international venture with EL
Rothschild Group owend ELRO Holding India Ltd.,to export fresh Agri products
exclusively to markets in Europe and USA Bharti also has joint venture –‘Bharti AXA
Life Insurance Company Ltd.,with AXA, world leader in financial protection and wealth
management. Bharti has recently forayed into retail business under a company called
Bharti Retail Pvt. Ltd. It also has an MoU with Wal-Mart for the cash & carry business.

18
Aisi azadi aur kahaan?
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19
Instant Recharge
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20
Easy Billing
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21
MTNL

Mahanagar Sanchar Nigam Ltd. formed in October, 2000B, is World’s 7 th largest

Telecommunications Company providing comprehensive range of telecom services in
India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier Service,
MPLS-VPN, VSAT, VOIP services, IN Services etc. within a span of five years it has
become one of the largest public sector unit in India. MTNL has installed Quality
Telecom Network in the country and now focusing on improving it, expanding the
network, introducing new telecom services with ICT application in villages and wining
customer’s confidence. Today, it has about 47.5 million line basic telephone capacity, 4
million WLL capacity 20.1 Million GSM Capacity, more than 7382 fixed exchanges,
18000 BTS, 287 Satellite Stations, 480196 R km of OFC Cable, 63730 R km of
Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
MTNL is the only service provider, making focused efforts and planned initiatives to
bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in
the country to beat its reach with its wide network giving services in every nook & corner
of country and operates across India except Delhi &Mumbai. Whether it is inaccessible
areas of Siachen glacier and North-Eastern region of the country. BSNL serves its
customers with its wide bouquet of telecom services. MTNL is numero uno operator of
India in all services in its license area. The company offers vide ranging & most
transparent tariff schemes designed to suite every customer. MTNL cellular service,
TRUMP, has more than 17.8 million cellular customers, garnering 24 percent of all
mobile users as its subscribers. That means that almost every fourth mobile user in the

22
country has a MTNL connection. In basic services, MTNL is miles ahead of its rivals,
with 35.1 million Basic Phone subscribers i.e. 85 percent share of the subscribers base
and 92 percent share in revenue terms. MTNL has more than 2.5 million WLL
subscribers and 2.5 million internet customer who access internet through various modes
viz. Dial-up, Leased Line, DIAS, Account Less Internet (CLI). MTNL has been adjudged
as the number one ISP in the country. MTNL has set up a world class multi-gigabit,
multi-protocol convergent IP infrastructure that provides convergent services like voice,
data and video through the same backbone and Broadband Access Network. At present
there are 0.6 million DataOne broadband customers. The company has vast experience in
Planning, Installation, Network integration and Maintenance of Switching & transmission
Networks and also has a world class ISO 9000 certified Telecom Training Institute.
Scaling new heights of success, the present turnover of MTNL is more than Rs.351,820
million (US $ 8 billion) with net profit to the tune of Rs,99,390 million (US $2.26 billion)
for last financial year. The infrastructure asset on telephone alone is worth about
Rs.630,000 million ( Us $ 14.37 billion). MTNL plans to expand its customer base from
present 47 millions lines to 125 million lines by December 2008 and infrastructure
investment plan to the tune of Rs.733 crores (US $ 16.67 million) in the next three years.
The turnover, nationwide coverage, reach, comprehensive range of telecom services and
the desire to excel has made, MTNL the No.1 Telecom Company. To become the largest
telecom service providers in south east asia.
Mission
1. To provide world class state-of-art technology telecom services on demand at
affordable price.
2. To provide world class telecom infrastructure to develop the country’ economy.
Objective

 To be a lead telecom service provider.

 Build customers confidence through quality and reliable service.
 Provide bandwith on demand
 Contribute towards :

23
  National plan target of 250 million subscriber base for the country by
December 2008.
 Broadband customers base of 20 million in the country by 2010 as per
broadband policy 2004.
 Telephone in all village.
 Implementation of Triple day as a regular commercial proposition.

(As on 31.12.2008)
 Total number of connections
 District headquarters covered
 Total number of village covered
 National highway covered (km)
 State highway covered (km)
 Railway route covered (km)
- 2,36,18,551
- 599
- 1,82,280
- 49,899
- 41,163
- 19,420

24
RELIANCE COMMUNICATIONS

A dream come true

The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man
would have access to affordable means of information and communication. Dhirubhai,
who single-handedly built India’s largest private sector company virtually from scratch,
had stated as early as 1999: “Make the tools of information and communication available
to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of
mobility.” It was with this belief in mind that Reliance Communications (formerly
Reliance Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic
backbone. This backbone was commissioned on 28 December 2002, the auspicious
occasion of Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6
July 2002. Reliance Communications has a reliable, high-capacity, integrated (both
wireless and wireline) and convergent (voice, data and video) digital network. It is
capable of delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for enterprises as
well as individuals, applications, and consulting. Today, Reliance Communications is
revolutionising the way India communicates and networks, truly bringing about a new
way of life.

Your Postpaid Advantage

 Friends and family – special rates for calls made to mobile numbers of
your friends and family.

 Intra-circle on-net pack – unlimited calls to Reliance phones within your

circle at a nominal additional monthly rental.
 Benefit of intra-circle rates – Apply to calls within certain circle / state
groups.

25
  Special Reliance Mobile calling rates – A 50 per cent discount on calls
to Reliance mobiles anywhere in the country.

Super Super Mobile

Plan Plan Plan Plan Plan
Plan name One One Special
250 500 1000 1500 2000
India India Plan
Monthly plan charges 500 +
250 500 1000 1500 2000 299 130
(Rs.) 75
Free Calls Worth (Rs.) 200 500 1000 1575 2000 200 0 500
Domestic call rates (Rs. /
1.20 1.10 1.00 0.90 0.85 1.00 1.00 1.20
call unit)

Installation charge: Rs.800

Refundable security deposit: Rs.1,000 (If ILD facility is subscribed)

Domestic call charges :

Super One Mobile

Call Type Plan 1000 #
India Special
Re.1.20
Local to fixed line Re.1 / 3min Re.1 / 3min
/ 3min
Re.1.20
/ 3min -
Local & Intra-circle to Mobiles
mobile+Intra-circle to all Re.1 / min Re.1 / min -
phones Re.1.20
/min -
Fixed
Local & Intra-circle to Re.1.20
Re.1 / 2 mins Re.1 / min
Reliance mobile / 3 min
Inter-circle to all phones Re.1 / 30 secs Re.1 / min Re.1 /

26
 min -
Mobiles
-
Re.1.99
/ min -
Fixed
Inter-circle to Reliance Re.1 /
Re.1 / min Re.1 / min
Mobile min

# Similarly the call charges for Plan 250, Plan 500, Plan 1500 & Plan 2000 shall
be calculated based on Rate per Call Unit of Rs.1.20, Rs.1.10, Rs.0.90 and
Rs.0.85, respectively.

International long distance charges

Countries Charges (Rs./ Min)

Super
Plan Plan Plan Plan Plan Mobile
One
250 500 1000 1500 2000 Special
India
USA ^, Canada,
7 6.5 6 5 5 7 7
and UK (Fixed)
UK (Mobile),
Rest of Europe,
Singapore,
Hong Kong, 9 8.5 7.5 7 6.5 9 9
Malaysia,
Indonesia and
Thailand
Rest of the
12 11 10 9 8.5 12 12
world**

27
Charges will apply on a per minute basis.
^ For Alaska & Hawaii, call rates of “ Rest of the world” apply.
** Excluding the following countries - Cook Island, Cuba, Diego Garcia, Guinea
Bissau, Nauru, Norfolk Island, Sao Tome, Sakhalin, Solomon Island, Tokelau,
Tuvalu, and Vanuatu. The ILD rates for these countries would be Rs.40/min.

Unlimited Inter-Circle On-Net plan (Can also be used for Analog Trunk
Solutions):

Plan name Plan 3000

Rate Plan Code WFL3000
Plan Enrollment Fee (Rs) – One-time 300
Monthly Plan Charge (Rs.) 3000
Free Calls worth (Rs.) 540
Rate per Call Unit # (Rs./ pulse)
 On-Net calls (Anywhere in India) 0
 Off-Net calls 0.90
Deposits for ILD (Refundable) (Rs.) 1000
Service and Feature Phone Installation / Activation Charge* (Rs.) 800
Pooling Yes
F&F Numbers per subscription NA

# Applicable for Local and NLD calls.

* Only if Feature Phone opted for.

Domestic calls Pulse rates in seconds

Local Calls
Fixed 180
RIM 120
Other Mobile 60
Intra Circle
Fixed (0-50 Km) 180

28
Fixed >50 Km 60
Mobile 60
Intra Circle
Fixed (0-50 Km) 90
Fixed >50 Km 90
Mobile 30
UK, Europe 7
Rest of the world 9

Friends and family (F&F)

Talk more with your Friends and family on their mobiles in India, at special call rates.
What’s more, your usage for calls to F&F numbers will be adjusted against ‘Free Call
Worth’ of the respective plan.

Plan
Plan name Plan 250 Plan 500 Plan 1000 Plan 1500
2000
F&F Numbers per
1 1 3 5 5
subscription
Outgoing rate per
minute to RIM F&F 40p 40p 40p 40p 40p
numbers
Outgoing rate per
minute to other
70 p 70 p 70 p 70 p 70 p
specified mobile
F&F numbers**
F&F Rental per
Rs. 50 - - - -
month

29
**In states other than J&K, Assam, NE and A&N islands. Currently not applicable
for ‘94’ series mobile numbers.

Intra-circle On-Net Pack

You can opt for an On-Net pack over your base plan and enjoy unlimited calls to
Reliance Landline, Reliance Hello and Reliance Mobile.

Plan
Plan name Plan 250 Plan 500 Plan 1000 Plan 1500
2000
Unlimited Intra-
circle on-net pack
100 50 50 50 50
charges per month
(Rs.)

Benefit of Intra-circle rates on calls made within following circle/ state

groups :

Andhra Pradesh Bihar + Jharkhand Chennai + Tamil Nadu Gujarat Haryana

Himachal Pradesh Karnataka Kerala Kolkata + West Bengal Madhya Pradesh
+ Chattisgarh Mumbai + Maharashtra + Goa Orissa Punjab · Rajasthan Uttar
Pradesh + Uttaranchal

(Calls originating from one circle / state group to another circle/ state group shall
be treated as inter-circle calls. For e.g., a call from Andhra Pradesh to Chennai +
Tamil Nadu)

30
Dial-up Internet Usage Rates
(Depicted for Plan 1000 of Reliance Landline)

Call Charges
ISP Rate / Total
Call Unit Effective
Charges Call Charges
length Rate / Min
(Rs./min) Unit Rs/ Hr.
(Sec) (Rs.)
(Rs.)

Peak Hour Rates

0.10 450 1.00 0.13 14
on all days(06:30
– 22:30)

Off-Peak Hour
Rates on all 0.10 900 1.00 0.07 10
days(22:30 –
06:30)

Call rates for other plans can be calculated based on the applicable Rate per Call
Unit in the chosen plan

Postpaid Combo Plans

Our Broad net Combo postpaid plans offer you more… You can ‘supervise’ your
service by opting for this plus combination. It’s more value for the same money

Value for money plans

Monthly plan charges 249 349

Download speeds upto 1 Mbps 2 Mbps
350 MB 1 GB
Free usage + +
Rs.50 worth of free calls Rs.50 worth of free calls

31
Note
 Additional Broad net usage charge - 90paise /MB
 Landline usage charge - Rs. 1.1/Pulse
 Installation charges Rs.800 extra.
 All taxes including service tax, extra as applicable

Landline with every Broad net

 Subscribe to any Broad net plan and enjoy feature rich Landline phone at
nominal monthly charge of Rs.50 with free calls worth Rs.50.
 So effectively you pay no additional rentals for the landline
 Pay only for actual usage @ Rs.1.1/ pulse

Broad net with every Landline

 Subscribe to any Landline plan and enjoy Broad net at nominal monthly
charge of Rs.50 with free usage worth Rs.50.
 So effectively you pay no additional rentals for Broad net

Pay only for actual usage @ 90 pa

The power of prepaid

Startup voucher:

Get started by loading the Startup voucher towards installation and activation
charges. It comes at an MRP of Rs.500 (inclusive of service tax) and a validity of
60 days. Get free usage worth Rs.500 on loading the Startup voucher, so
effectively you pay zero installation charges for the Reliance Landline service.

Refill vouchers with 30 days validity :

MRP inclusive of Service Tax (Rs.) 333 555 1,122 1,666

Usage value (Rs.) 225 550 1,200 2,000

32
Enjoy additional validity of 30 days on above vouchers by loading them along
with Startup voucher

Refill vouchers with more than 30 days validity :

MRP inclusive of
1,020 2,040 5,555
service Tax (Rs.)
Usage value (Rs.) 1,050 2,200 6,000
Voucher validity (Days) 60 75 180

Complete control on your spends

Choose appropriate refill vouchers in different times. e.g., holidays, exams, etc.,
to suit your usage requirements.

Pre-paid Tariffs:

Effective* domestic call charges :

Effective* call charges for the Rs.1,122

Call type
voucher
Local to fixed lines Re.1.00 / 3 mins.
Local to mobiles &
Re.1.00 / min.
intra-circle to all phones
Inter-circle to all phones Re .1.00 / 30 secs.

* All domestic calls will be charged at Rs. 1.20 per call unit with pulse rates as
described above. The effective call rate of Re.1.00 per call unit for the Rs.1,122
voucher above has been calculated after considering the free usage value of
Rs.1,200. The effective call rates for other vouchers can be calculated in a similar
manner.

Benefit of intra-circle rates on calls within following circle/ state groups

33
Andhra Pradesh Bihar + Jharkhand Chennai + Tamil Nadu Gujarat Haryana
Himachal Pradesh Karnataka Kerala Kolkata + West Bengal Madhya Pradesh
+ Chattisgarh Mumbai + Maharashtra + Goa Orissa Punjab Rajasthan Uttar
Pradesh + Uttaranchal.

Tata Teleservices

Profile
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. After the acquisition of Hughes
Tele.com (India) in December 2002, it was renamed Tata Teleservices
(Maharashtra). With the total investment of Rs19, 924 crore, Tata Teleservices
has created a pan India presence spread across 20 circles that includes 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 reliable 3G ready telecom
infrastructure that ensures service quality. It has partnered with Motorola,
Ericsson, Lucent and ECI Telecom for 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. Areas of
business Tata Teleservices' bouquet of telephony services includes mobile
services, wireless desktop phones, public booth telephony and wireline services.
Other services include value-added services like voice portal, roaming, post-paid

34
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 and 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 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. Tata Teleservices has a strong
workforce of 6,000 and has created more than 20,000 jobs, inclusive of 10,000 indirect
jobs through outsourcing of its manpower needs.Tata Teleservices along with Tata
Teleservices (Maharashtra) serves over 21 million customers in more than 4,000 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

35
Tata Indicom : Prepaid & Postpaid Mobile Phone Plans.

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internationally.

36
 Go Xtra Offer!

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About Tata Teleservices

Tata Teleservices is part of the INR Rs.

119000 Crore (US$ 29 billion) Tata Group, that has over 87
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 2006), the
Group has a formidable presence across the telecom value
chain.

Tata Teleservices (Maharashtra) Limited

(TTML) spearheads the Tata Group's presence in the Indian

37
 telecom sector by being the premier telecommunication
service provider, licensed to provide services in
Maharashtra (including Mumbai) and Goa.

Tata Communications Ltd. unites the

industry and market expertise of VSNL, VSNL
International, Teleglobe, Tata Indicom Enterprise Business
Unit, VGSL and CIPRIS to become the leading integrated
provider of telecommunications solutions. The global reach
and industry expertise of Tata Communications drives and
delivers a new world of communications. The company
leverages its Tata Global Network, vertical intelligence and
leadership in emerging markets to deliver value-driven,
globally managed solutions.

Business

Get unlimited access to our Prepaid and Postpaid

services!

Fixed Wireless Phones - so Much More than a landline!

Find out about our Landline offerings here!

Stay in touch with colleagues and clients with Tata

Connectivity!

38
 Transfer data accurately and effortlessly via a number
of avenues!

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Solutions for your Business?

Our Overseas Network!

OBJECTIVE OF THE STUDY

1. To know the reason behind the purchasing of services of a particular sector

2. To know the present and future trends of telecom in India
3. To know the factors influencing purchase of particular plans .
4. To analyze customer perceptions towards new plans
5. To find the best mode of advertisement attracting customers by different .
. cellular operators.

39
 RESEARCH METHODOLOGY

Introduction
Research is concerned with the systematic gathering of information. Its purpose is to help
in our search for the truth. While we will never find ultimate truth- in our case, that would
be to know precisely hoe any person would behave in any organizational context- the
present research adds to our body of knowledge by supporting some theories,
contradicting others, and suggesting new theories to replace those that fail to gain
support.

Nature of Research Design

The success of any research design is a sound research design. In other words, research
design is purely and simply framework or plan for the study that guides in the collection
&analysis of data. In other words, it is blueprint that is followed in completing the study.
It may be worthwide to note that a research design is nothing more than a framework for
the study that :
1. The study will be relevant to the problem; &
2. The study will employ economical measures.
It may also be noted that there is never a single & standard method of carrying out a
piece of research. There are several ways of perofming the task. There is no single way
or a perfect design.

Type of research design

The Research Design used in this project is Descriptive & Diagnostic Design
.

40
Primary data
Primary data are generated when the researcher employing mail questionnaires, telephone
surveys, personal interviews, observations & experiments investigates a particular
problem at hand.
Secondary data:
Secondary data includes those data that are collected for some earlier research work &
are applicable or usable in the study the researcher has undertaken.The data used in this
research work is of primary as well in secondary in nature. The method employed in this
study is survey method. The research instrument to collect data, used in this study is
structured questionnaire. Once a researcher has decided to use survey method for
collecting primary data, he should make a decision in connection with the techniques of
the survey to be employed, viz, personal correspondence, telephonic correspondence or
through mail correspondence. The survey technique employed in this study is personal
one.

Sample Design
1. Sample Frame : Survey conducted in Delhi
2. Sample Size : 100
3. Sampling Technique : Convenient Sampling
4. Sampling Unit : TELEUSERS
5. Method Used : Questionnaire filling.

41
 LIMITATION OF THE STUDY

Although I have tried my best in collecting the relevant information there are always
present some limitations under which researcher has to work. Here following are some
limitations under which I had work as shown below:

SAMPLE DESIGN
The sample size analyzed was limited which may not be fully representative of the
universe. A large sample size could not be taken due to time and cost constraints.

TIME CONSTRAINT
I had a limited time for conducting this analysis report. So some shortfalls may be
present.

COST CONSTRAINT
The money available with the researcher also imposed a limitation on the comprehensive
of this research. The availability of limited funds was a constraint in the study.

LACK OF EXPERIENCE
The lack of experience may have caused some errors in administration of research. I have
not undertaken any other project before. So, it was my first experience to do a project due
to which I may have committed some mistakes while analyzing the data or in
interpretations.

BIASNESS ON THE PART OF RESPONDENTS

Although all the attempts were made to make it an objective study, biasness on the part of
respondents might have resulted in subjective ness.

RELUCATANCE OF RESPONDENTS
Some customers are not willing to give any information due to many reasons like lack of
time or they do not want to disclose their opinion or thinking.

42
 SIGNIFICANCE OF THE STUDY

This project is particularly about the comparison of different telecom service providers
and their services. As with the advent of mobile technology, there is boom in the telecom
sector since last 5 years. The rate of growth is more than 50%. Major players are MTNL,
VODAFONE, RELIANCE, TATA, IDEA. There is cut throat competition among these
companies. In my study I will give a brief idea about these companies and customer’s
preference for choosing a particular tele service provider. Because of no of companies
and no of plans makes it difficult to ascertain the most appropriate plan and company. An
attempt is made to know the different strategies of these sectors on the basis of which
they deal with their customer and what is the customer perception regarding these
services. This project is helpful to the companies dealing in tele services because of data
collecting regarding the customer perception i.e. what a customer prefer most to go for a
particular plan and how he is influenced by the different means of advertisement.

43
 FOCUS ON THE PROBLEM

In this project the focus is on the problem that how different telecom sectors are dealing
with their customers and what are the main strategies they are adoption to increase their
market share as well as to retain the existing customers. Emphasis is also made to know
the customer’s view regarding the telecom sector. As new and new plans are launched in
the market, lucrative call rates, packages are offered by the competitors in the light of this
main focus is also given on what is the most considered factor that allures a customer to
go for a particular tele service provider.

44
 DATA ANALYSIS AND INTERPRETATION

For the representation of analysis of the research various analytical tools like pie charts,
bar charts and tables have been used. The data collected in stated manner was tabulated
according to the corresponding variables. The tables thus, prepared were analyzed and
interpreted to draw the meaning out of the study. The whole process is carried step by
step.First of all, of course after preliminary tabulation general analysis was made to
interpret the attitude of the respondents. Thus, as next step the data was classified and
categorized with respect to make out the meaning of the ultimate aim of the study.

45
 DATA ANALYSIS

TABLE SHOWING CUSTOMER’S PREFERENCE TOWARDS MOBILES

TABLE - 7.1
MOBILE PHONE 50

LAND LINE 30

BOTH 20

SOURCE- FIELD DATA

ANALYSIS
GRAPH 7.1

This data studies states the because of benefits of mobile phones over the land the phones
has made the customers to go more for mobile than to landlines. But still landline phones
has their own significance and still prevalent in the market.

46
TABLE SHOWING REASON FOR USING MOBILE PHONE OVER LAND LINE

TABLE - 7.2
EASY CONNECTIVITY 40
BUSINESS PURPOSE 50
SMS FACILITY 05
ANY OTHER REASON 05

SOURCE- FIELD DATA

GRAPH - 7.2

ANALYSIS

The prime reason of shifting of customer from land line to mobile phone is for business
purpose and easy connectivity.Most of the businessmen, shop keepers now use mobile
phones because it has increased their mobility.

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TABLE SHOWING MOBILE PHONE PLAN USED
TABLE – 7.3
PREPAID 56 80%
POSTPAID 14 20%

GRAPH – 7.3

ANALYSIS

Prepaid plans and more used than post paid plan.

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TABLE SHOWING OF PREFERENCE OF SERVICE IN MOBILE

TABLE – 7.4
LOW CALL RATES 7 10%
SMS 7 10%
ROAMING 21 30%
NETWORK 7 10%
AREA COVERAGE 28 40%

GRAPH – 7.4

ANALYSIS

While selecting a telecom service provider, customers mostly prefer roaming, area
coverage i.e. the most use of mobile phones is in business class and roaming is most
important.

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TABLE SHOWING THE PREFERRED COMPANY BY CUSTOMERS

TABLE - 7.5
AIRTEL 7 10%
RELIANCE 14 20%
MTNL 7 10%
HUTCH 14 20%
IDEA 7 10%
TATA 14 20%

GRAPH – 7.5

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TABLE SHOWING THE FREQUENCY OF CHANING TELE SERVICE
PROVIDER

TABLE -7.6
LESS THAN SIX MONTHS 25
BETWEEN SIX MONTHS AND ONE YEAR 35
MORE THAN ONE YEAR 30
SINCE STARTING 10

GRAPH - 7.6

DATA ANALYSIS

This data reveals that because of new plans and new technologies 25% of the respondent
keep shifting, this group is generally concerned with cost i.e. less call rates. As major
portion belong to 6 months to 1 year states that once a person opt for a plan he possesses
that plan. As 40% of the persons belong to more than 1 year group is basically business
man whose objective is not only cost but the number that has been distributed in the
market and change in the number will prove loss to the business man.

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TABLE SHOWING THE NO OF CUSTOMER SATISFIED
TABLE -7.7
FULLY SATISFIED 60
PARTLY SATISFIED 20
NOT SATISFIED 20

GRAPH -7.7

ANALYSIS:

Data reveals that 60% of the respondents feel satisfied and 20% are not satisfied. While
filling of questionnaire I come to notice the dissatisfaction level of the respondents is not
because of the services of the companies but that is because of the new and new plans
and more competitive plans of the companies. If today you have been taken some plan,
with in hours may be the competitor company will lunch a new attractive plan. That
leads to dissatisfaction of the customer.

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TABLE SHOWING THE FACTOR AFFECTING WHILE CHOSING A
TELECOM SERVICE PROVIDER

RANK WISE
TABLE -7.8
RANK 1 RANK 2 RANK 3 RANK 4 TOTAL
CALL 20 30 10 10 70
RATES
ROAMING 15 20 35 0 70

SMS 5 10 5 50 70
PACKAGES

NETWORK 30 10 20 10 70

TOTAL 70 70 70 70

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CALL RATES

TABLE -7.8A
RANK NO OF RESPONDENTS
1 20
2 30
3 10
4 10

As 20 people out of using mobile phones has given call rates as their first preference for
choosing of a particular tele service provider reveals that call rate has great impact while
choosing the plan and provider.
ROAMING

TABLE -7.8B
RANK NO OF RESPONDANT
1 15
2 20
3 35
4 0

This is second most preferred consideration of customer. After roaming free plans people
preference towards mobile phones has increased very much. And that is the prime reason
of changing from landline to mobile phones.

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SMS PACKAGES

TABLE-7.8C
RANK NO OF RESPONDENTS
1 5
2 10
3 5
4 50

In my study I mostly took service class and business man and their preference for SMS
packages is not so much. These SMS packages attracts students and youngsters but not
the business class.

NETWORK
TABLE – 7.8d
RANK NO OF RESPONDENTS
1 30
2 10
3 20
4 10

This is the first main consideration of the customers to select a particular tele service
provider.As the reason for growth of mobile companies is that they provide mobile touch
to the person.We can talk to any person at anytime.And is there is network problem then
the object of mobile phone and technology fails.Most of the respondents given first rank
to network coverage while selecting a service provider.

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TABLE SHOWING EFFECTING ADVERTISMENT MEANS

Which type of advertisement and sale promotional activities attracts you more?
Table - 7.9
TELEVISION ADVERTISMENT 50
PAPER ADVERTISMENT 10
DOOR TO DOOR CAMPAIGNING 35
HOARDING 5

GRAPH -7.8

Data collected reveals that advertisement in the television is the most important means of
attracting and providing knowledge about the plans. Door to door campaigning gives
personal touch is also an important way of marketing.

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 SUMMARY& CONCLUSION

1. Roaming facilities should be made cheaper. As in one circle roaming is

made free but still out of state or circle, roaming rates are heavy. So this is
suggested to make these roaming charges less so that business man people
will be more attracted and more customer base.
2. Still in villages there is no network so net work should be made better.
3. Now days people are not satisfied with the land line service, one reason
for this is daily problems in wire, no service given. This is prime reason of
decrease in market share of MTNL. So effort should be made in this
direction.
4. Conflicts between these sector companies should be removed so that its
adverse effect on public could be removed. Although TRAI is being
established but after that are disputes still exist.
5. There should be improvement in the post paid plans because people are
less users of this facility.
6. The company outlet should be increased so that customer can get product
at the door easily and redress his grievance.
7. There should be more promotional schemes, network coverage and value
added services.
8. Effort should be made be more customer friendly because in the research
it sis seen that dissatisfaction level is because of new schemes and disputes
related to billing and customer care services.

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 QUESTIONAIRE

1. Are you using phones or land line?

a) Mobile phone
b) Land line
c) Both mobile phones and land line
2. Why do you prefer mobile phone over land line?
a) Easy connectivity
b) Business purpose
c) SMS facility
d) Any other reason
3. Which plan in mobile phone are you using?
a) Pre paid
b) Post paid
4. What do you prefer most in services?
a) Low call rates
b) SMS facilities
c) Roaming
d) Net work
e) Area coverage
5. Which service provider do you prefer most?
a) Airtel
b) Reliance
c) Mtnl
d) Vodafone
e) Tata
f) Idea
6. Since how much time you are using you tele service provider?
a) Less than six months
b) Between six and one year
c) More than one year

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 d) Since starting
7. Are you satisfied with the services?
a) Fully satisfied
b) Partly satisfied
c) Not satisfied
8. Which one is most important factor that you consider while buying a connection?
Give rank.

Call rates
Roaming free
SMS packages
Net work area
9. Which type of Advertisement and Sale promotional activities attracts you more?
a) Tele vision ads
b) Paper advertisement
c) Door to door campaigning
d) Hoardings
10. Any other suggestion

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 BIBLIOGRAPHY

 www.google .com
 www.mtnl.co.in
 www.airtelworld.com
 www.vodafone.com
 www.relianceinfocom.com
 www.trai.gov.in
 www.tataindicom.com
 www.idea.com

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