A Market Survey Report

ON
Services of Vodafone

MAHATMA JYOTIBA PHULE ROHILKHAND

UNIVERSITY, BAREILLY
FULFULLMENT OF DEGREE OF “BBA”
SESSION – 2018 - 19

WILSONIA DEGREE COLLEGE MORADABAD

(Affiliated to MJP Rohilkhand Bareilly)

UNDER GUIDANCE OF : SUBMITTED BY :

DR. ANKITA AGARWAL AYUSHMAAN CHAUHAN
BBA VI – SEMISTER

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 ACKNOWLEDGEMENT

It would be prudent to commerce this report with a sincere tribute to all

those who played and indispensible role in the accomplishement of this

work and obliged where ever and whenever their guidence was required.

With immense pleasure I present this report on “Market Survey on the

Services Provided By Vodafone ‘’’

I express my special thanks to DrAnkita Agarwal (Project

Guide) for guidance & encouragement in project maintenance.

AYUSHMAAN CHAUHAN

BBA-VI - Sem

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 DECLARATION

I am extremely happy to present the report entitled to

me is “Market Survey on the Services Provided By

Vodafone”As the Vodafone Ltd. is a biggest growing company of

the world. The competition is growing day by day some other

telecom services.

In this report I have done the survey of Vodafone market position in

telecom services.

AYUSHMAAN CHAUHAN

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 TABLE OF CONTENTS

S.No. Contents Page No

01. Introduction 5 - 20

02. Company profile 21 - 33

03. Objective of study 34 - 36

04. Scope and Importance 37 - 41

05. Research Methodology 42 - 48

06. Data Analysis 49 - 65

07. Findings 66-67

08. Conclusion 68-69

09 Recommendation 70-71

10. Bibliography 72-73

11 Appendix 74-77

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INTRODUCTION

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About 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 30 June 2008, based on the registered customers of mobile telecommunications

Ventures in which it had ownership interests at that date, the Group had 269

million customers, excluding paging customers, calculated on a proportionate basis

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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 £79 billion at 30 June 2008.

Vodafone Group Plc is a public limited company incorporated in England under

registered number 1833679. Its registered office is Vodafone House,

TheConnection, Newbury, Berkshire, RG14 2FN, England.

HISTORY

Vodafone over the years

Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Then

known as Racal Telecom Limited, approximately 20% of the company's capital

was offered to the public in October 1988. It was fully emerged from Racal

Electronics Plc and became an independent company in September 1991, at

which time it changed its name to Vodafone Group Plc.

Following its merger with AirTouch Communications, Inc. (‘AirTouch’), the

company changed its name to Vodafone AirTouch Plc on 29 June 1999 and,

following approval by the shareholders in General Meeting, reverted to its

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former name, Vodafone Group Plc, on 28 July 2000.

Key milestones in the development of Vodafone can be found in the following

sections, organized by yea

2018

Vodafone acquires a 70% stake in Ghana Telecom for $900 million

(July)Vodafone launches the M-Paisa mobile money transfer service on

Afghanistan's Roshan. Afghanistan is added to the Vodafone footprint. (February)

2017

A consortium led by Vodafone Group is awarded the second mobile phone

license in Qatar (December). Vodafone agrees to acquire Tele2 Italia SpA and

Tele2 Telecommunication Services SLU from Tele2 AB Group. (October)

Vodafone announces completion of the acquisition of Hutch Essar from

Hutchison Telecommunications International Limited. (May)

Safaricom, Vodafone’s partner in Kenya announces the launch of M-PESA, an

innovative new mobile payment solution that enables customers to complete

simple financial transactions by mobile phone. (February)

Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a

leading operator in the fast growing Indian mobile market, (February)

Vodafone announces agreements with both Microsoft and Yahoo! to bring

seamless Instant Messaging (IM) services to the mobile which can be

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accessed from both the PC and mobile handsets. (February)

Vodafone signs a series of ground-breaking agreements which will lead to the

mobilizing of the internet. You Tube agrees to offer Vodafone customers

specially rendered You Tube pages on their mobile phones. With Google,

Vodafone announces its intention to develop a location-based version of Google

Maps for With eBay, Vodafone announces it is to offer the new eBay mobile

Service to customers, With MySpace.com Vodafone announces an exclusive

partnership to offer Vodafone customers a My Space experience via their mobile

phones. (February).

Vodafone reaches 200 million customers (January)

2016

Sale of 25% stake in Switzerland's Swisscom (December)

Sale of 25% stake in Belgium's Proximus. (August)

The number of Vodafone live! customers with 3G reached 10 million in March

2006.

We acquired Telsim Mobil Telekomunikasyon Hizmetleri (Turkey) in May

2006.

Launch of mobile TV capability and Vodafone Radio DJ, which offers

a

personalized, interactive radio service streamed to 3G phones and PCs.

3G broadband through HSDPA launched offering faster than 3G speeds.

Japan business sold to SoftBank.

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‘Make the most of now’ global marketing campaign launched.

Sir John Bond succeeds Lord MacLaurin as Chairman.

2015

We completed the acquisition of MobiFon S.A. (Romania) and Oskar Mobile

a.c.

(Czech Republic) (May). Launch of Vodafone Simply, a new easy -to-use service
for

customers who want to use voice and text services with minimum complexity
(May).

Introduction of Vodafone Passport, a voice roaming price plan that

provides

customers with greater price clarity when using mobile voice services abroad

2014

We launched our first 3G service in Europe with Vodafone Mobile Connect

3G/GPRS data card.

We have 14 Partner Networks with new agreements in Cyprus, Hong Kong and

Luxembourg.

Vodafone live! with 3G launched in 13 markets (November).

2013

At the GSM Association Awards Ceremony in Cannes, France, we won the

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mobile industry's most prestigious awards in two categories, Best Consumer

Wireless Application or Service and Best Television or Broadcast Commercial

for its global consumer service, Vodafone live! Our premium handset for

Vodafone live!, the Sharp GX10, won the Best Wireless Handset Award for the

Sharp Corporation.

Vodafone live! attracts 1 million customers in its first six months.

Verizon Wireless and Vodafone co-operate on laptop e-mail, internet and

corporate applications access for the US and Europe.

Arun Sarin succeeds Sir Christopher Gent as Chief Executive.

2012

We trial our global mobile payment system in the UK, Italy and Germany. The

trial enables customers to purchase physical and digital goods using their mobile

phone.

We launch the first commercial European GPRS roaming service. Customers

are able to seamlessly access services such as corporate e-mail, intranet and

personalized information on their mobile phones, laptops or PDAs over GPRS.

The Vodafone Group Foundation is launched, with plans to contribute £20

million to community programmes, guided by the Group Social Investment

Policy.

In October, we announce the launch of Vodafone live!, a new consumer

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proposition, and Mobile Office, a new business proposition. In November,

Vodafone Remote Access is launched as part of Mobile Office. The service gives

business customers an easy way to connect to their corporate LAN to access e-

mail, calendar and other business specific applications whilst on the move.

2011

We acquire Ireland's leading mobile communications company, Eircell.

Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a 'strategic alliance

agreement'.

The Group completes the acquisition of a 25% stake in Swisscom Mobile.

We introduce instant messaging to our networks, a faster and more efficient way

to communicate using text messages via SMS or WAP.

First global communications campaign launched in August. The campaign

features TV, cinema, print, online and outdoor media, each version asking the

question, 'How are you?'.

First Vodafone Partner Agreement with TDC Mobil A/S, Denmark's leading

mobile operator. The agreement is the first of its kind in the mobile industry and

means Vodafone and TDC Mobil will cooperate in developing, marketing and

advertising international roaming products and services to international

travellers and corporate customers.

We make the word's first 3G roaming call (between Spain and Japan).

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2010

On 4 February, terms are agreed with the Supervisory Board of Mannesmann

by which Mannesmann would become a part of the Vodafone community. The

transaction almost doubles the size of the Vodafone Group.

The agreement to acquire Mannesmann AG receives European Commission

clearance on 12 April 2000.

Verizon Wireless is launched in May, the combination of Vodafone AirTouch's

and Bell Atlantic's US cellular, PCS and paging assets.

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Board Members
 John Buchanan - Deputy Chairman
 Andy Halford - Chief Financial Officer
 Alan Jebson
 Nick Land
 Anne Lauvergeon
 Simon Murray
 Luc Vandevelde
 Tony Watson
 Philip Yea

Board members
 Sir John Bond
 Andy Halford
 Anthony Watson
 Philip Yea
 Vittorio Colao
 Nick Land
 John Buchanan
 Alan Jebson
 Anne Lauvergeon
 Simon Murray
 Luc Vandeveld

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Chairman : Sir John Bond

Meet the board

Sir John Bond became Chairman of Vodafone Group Plc on 25 July 2006 having

previously served as a Non-Executive Director.

The Deputy Chairman, John Buchanan, is the nominated senior independent

director and his role includes being available for approach or representation by

directors or significant shareholders who may feel inhibited from raising issues
with

the Chairman. He is also responsible for conducting an annual review of

the

performance of the Chairman and, in the event it should be necessary, convening

an

annual meeting of the non-executive directors.

The Company considers all it’ s present non-executive directors to be

fully

independent. Read the terms of appointment for non-executive

directors.

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John Buchanan - Deputy Chairman

Board director since: 1 April 2003

Board committees: Nominations and Governance Committee and Audit Committee

John Buchanan is a member of the Nominations and Governance Committee and

of

the Audit Committee and, solely for the purposes of relevant legislation, is the

Board's appointed financial expert on that Committee. He retired from the Board of

BP Plc in 2002 after six years as Group Chief Financial Officer and executive

director following a wide-ranging career with the company. He was a member of

the

United Kingdom Accounting Standards Board from 1997 to 2001. He is the

Deputy

Chairman of Smith & Nephew plc and a non-executive director of AstraZeneca

PLC and BHP Billiton.

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Andy Halford - Chief Financial Officer

Andy Halford became the Chief Financial Officer of the Company in July 2005.
He

joined Vodafone in 1999 as Financial Director for Vodafone Limited, the UK

operating company, and in 2001, he became Financial Director for Vodafone's

Northern Europe, Middle East and Africa Region. In 2002, he was appointed Chief

Financial Officer of Verizon Wireless in the US. Prior to joining Vodafone he was

Group Finance Director at East Midlands Electricity Plc.

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What we do

Mobile is always at the heart of what we do, but now we are moving into
integrated

mobile and PC communication services.

We are doing that in two ways – wirelessly through 3G and HSDPA (High-Speed

Download Packet Access), but also using fixed line broadband services like DSL

(Digital Subscriber Line).

Our customers benefit from a complete Vodafone experience in and out of their

homes and offices. They are notified about email with our consumer push email

service, access existing instant messaging services on the move, and share images

and video captured on their handsets.

We offer a suite of products that, starting with voice calls, offers our customers an

alternative to a traditional fixed telephone line. Vodafone Zuhause in Germany and

Vodafone Casa in Italy, provide our customers with an easy-to-use mobile service,

combined with low-cost fixed line telephony and DSL (Digital Subscriber Line)

broadband. We have extended our reach into the office by delivering richer
business

applications and integrated fixed and mobile services, such as higher speed internet

access.With developments in technology we can provide integrated mobile and PC

offerings to give our customers a consistent experience whether they are at home
or on the move.

Data Services 4G VOLTE

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Products and Services

 Voice

 Data

 Fixed and other services

 Devices

Technology

 How do mobiles work?


 Mobile evolution

 Network infrastructure

 Privacy Policy |

 Terms & Conditions |

 Mobile Version

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Data services
We offer a number of products and services to enhance our customers’ access to
data services, including Vodafone live! for consumers as well as a suite of products
for business users such as Vodafone Mobile Connect data cards and internet-based
and corporate email solutions.

Vodafone live! – Internet on Your Mobile

Quick stats:*
2 million customers
Simple and secure browsing of online services
Unlimited browsing tariff available
Vodafone live! offers 750,000 songs
Vodafone live! includes selection of latest games on handsets
Mobile TV has an average of 850,000 subscribers a month

“Internet on your Mobile” offers easy to use and secure browsing, including
Google search, an unlimited browsing tariff and access to some of the most
popular online services.

You can use your mobile to access and update your social networking profiles,
view and upload YouTube videos, buy and sell items on eBay, and check locations
on Google Maps.

You can also chat to friends easily with Yahoo! and MSN instant messaging using
an easy to use dedicated interface.

Using the new Vodafone live! mobile and PC music player you can search for
music, artist pages and previews from a catalogue of more than 750,000 songs.
Music from some of the world’s greatest artists is available, with music secured
from agreements with major record labels such as Sony BMG Music
Entertainment, EMI, Universal Music, Warner Music, as well as independent
music labels.

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COMPANY
PROFILE

21
Vodafone Mobile Connect
Quick stats:*
2.7 million customers
Built-in 3G broadband on 44 laptop models
7.2 Mbps down and 2.1Mbps up using Vodafone Mobile Connect card with HSPA
technology

Vodafone Mobile Connect enables you to access the internet on your laptop or PC
via Vodafone Mobile Connect data cards or Vodafone Mobile Connect USB
modems.

Business customers can access services such as email, corporate applications and
company intranets using the service.

Vodafone Mobile Connect card:

You can enjoy built-in 3G broadband from Vodafone across 44 laptop models,
including Vodafone’s partners Acer, Dell, HP and Lenovo. Everything you need to
make an internet connection from your computer using a mobile network is
installed and configured, allowing you to work on the move.

The Vodafone Mobile Connect card with 3G broadband offers enhanced speeds
which can be up to 7.2 Mbps downlink and up to 2.0 Mbps uplink by utilising
HSPA technology.

Vodafone Mobile Connect USB modems:

There are a range of Vodafone Mobile Connect USB modems with exclusive
designs. The USB modems are “plug and play” compatible, allowing for a fast set
up and making the device easy to use.

Privacy Policy

Vodafone Group Plc (hereinafter referred to as "Vodafone" "us" "we" or "our") is

committed to respecting your privacy and to complying with applicable data
protection and privacy laws. You can visit www.vodafone.com ("Site") without
disclosing any personally identifiable information about yourself.
We have provided this Privacy Policy Statement to help you understand how we

22
collect, use and protect your information when you visit the Site. We wish to help
you make informed decisions, so please take a few moments to read the sections
below and learn how we may use your personal information.

Personal Information Collection

We endeavour to collect and use your personal information only with your
knowledge and consent and typically when you use services, make customer
enquiries, register for information or other services, or when you respond to
communications from us (such as questionnaires or surveys).

The type of personal information we may collect could include, for example, your
name and postal address, date of birth, gender, telephone and fax numbers, email
address, and lifestyle and other information collected on registration or through
surveys. If you choose to provide us with personal information it will be used in
support of the intended purposes stated at the time at which it was collected, and
subject to any preferences indicated to you.

You acknowledge that by providing data to us, you consent to the processing of
your data in accordance with this Privacy Policy Statement.

Access to your Information

You can write to us at any time to obtain details of the personal information we
may hold about you.*

Data Protection Manager (SAR)

Vodafone Limited
Vodafone House
The Connection
Newbury
RG14 2FN
England

Please quote your name and address. We would be grateful if you could also
provide brief details of what information you want a copy (this helps us to more
readily locate your data).

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We will take all reasonable steps to confirm your identity before providing you
with details of any personal information we may hold about you.

*we may charge GBP10.00 to cover the administration costs involved.

Information Security

Please be aware that communications over the Internet, such as emails/webmails,

are not secure unless they have been encrypted. Your communications may route
through a number of countries before being delivered - this is the nature of the
World Wide Web/Intranet. Vodafone cannot accept responsibility for any
unauthorised access or loss of personal information that is beyond our control.

Transferring your information outside of the European Economic Area**

It may be necessary to transfer your personal information to other companies
within the Vodafone Group located in countries outside of the EEA. This may
happen where our servers or such companies are based outside of the EEA or
where you use our services and products while visiting countries outside of the
EEA. The data protection and other laws of these countries may not be as
comprehensive as those in the UK or the EU - in these instances we will take steps
to ensure that your privacy rights are respected.

**The European Economic Area (EEA) currently comprises the Member states of
the European Union plus Norway, Iceland and Liechtenstein.

Privacy Support

Vodafone reserves the right to amend or modify this Privacy Policy Statement at
any time and in response to changes in applicable data protection and privacy
legislation.

If you have any enquiry about Vodafone's data protection and privacy policy or
practices, please write to:

Data Protection Manager

24
UK Regulatory
Vodafone Limited
Vodafone House
The Connection
Newbury
RG14 2FN
England

Terms & Conditions

Please read these Terms and Conditions carefully. These are the general Terms and
Conditions governing your access and use of this website ("Site"). If you do not
agree with them, you should not proceed any further on the Site. By continuing to
use the Site and/or any of the services shown on the Site, you agree to be bound by
these Terms and Conditions.

1. Use of content

1.1 The services that we are providing to you via the Site consist of the Content
and the Functionalities available on the Site or otherwise provided to you as a
result of your use of the Site ("Services").

1.2 You acknowledge and agree that you are only permitted to use the Site and the
Services as expressly set out in these Terms and Conditions or on the Site.

1.3 You agree that the Site and the Services are for your own personal use only on
a single computer or device.

1.4 You may not

 copy, disclose, modify, reformat, display, distribute, licence, transmit, sell,

perform, publish, transfer or otherwise make available any of the Services or
any information learned by you whilst using the Services or accessing the
Site
 remove, change or obscure in any way anything on the Site and/or the
Services or otherwise use any material obtained whilst using the Site and/or
Services except as set out in these Terms and Conditions

25
  reverse engineer or decompile (whether in whole or in part) any software
used in the Site and/or the Services (except to the extent expressly permitted
by the applicable law)
 copy or use any material from the Site and/or the Services for any
commercial purpose
 remove, obscure or change any copyright, trade mark or other intellectual
property right notices contained in the original material or from any material
copied or printed from the Site or obtained a result of the Services.

1.5 Any use of caching, http accelerators such as Harvest, Squid, Netscape proxy
or Microsoft Catapult, or similar technology is permitted, however, you have the
responsibility of ensuring you are viewing the most recent version of the web-page
on content.

1.6 You may establish a link or "deep link" to the Site from your site, provided that
you have obtained Vodafone's prior written consent and that in Vodafone's sole
discretion, the context is relevant and the link or its description is not detrimental
to Vodafone.

2. Your Obligations

2.1 You warrant that you will only use the Site and the Services in accordance with
these Terms and Conditions and in an appropriate and lawful manner and by way
of example and not as a limitation, that you shall not (and shall not authorise or
permit any other party to):

2.1.1 receive, access or transmit any Content which is obscene, pornographic,

threatening, racist, menacing, offensive, defamatory, in breach of confidence, in
breach of any intellectual property right (including copyright) or otherwise
objectionable or unlawful;

2.1.2 circumvent user authentication or security of any host, network or account

(referred to as "cracking " or "hacking") nor interfere with service to any user, host
or network (referred to as "denial of service attacks") nor copy any pages or
register identical keywords with search engines to mislead other users into thinking
that they are reading Vodafone's legitimate web pages (referred to as "page-
jacking") or use the Site or the Services for any other unlawful or objectionable
conduct. Users who violate systems or network security may incur criminal or civil
liability and Vodafone will at its absolute discretion fully co-operate with
investigations of suspected criminal violations, violation of systems or network
security under the leadership of law enforcement or relevant authorities;
26
2.1.3 use the Site and/or the Services to advertise or offer to sell any goods or
services for any commercial purpose without Vodafone's written consent;

2.1.4 knowingly or recklessly transmit any electronic Content (including viruses)

through the Site and/or the Services which shall cause or is likely to cause
detriment or harm, in any degree, to computer systems owned by Vodafone or
other Internet users;

2.1.5 hack into, make excessive traffic demands, deliver or forward chain letters,
"junk mail" or "spam" of any kind, surveys, contests, pyramid schemes or
otherwise engage in any other behaviour intended to inhibit other users from using
and enjoying the Site and/or the Services or any other web site, or which is
otherwise likely to damage or destroy Vodafone's reputation or the reputation of
any third party.

2.2 You acknowledge that chat, discussion group or bulletin board services and
similar services that may be offered by Vodafone ("Public Communication
Services") are public communications and your communications may be available
to others and consequently you should be cautious when disclosing personal or
sensitive information or any information which may identify you. Vodafone is not
responsible for, and does not control or endorse any Content of any Public
Communication Services.

3. Your Information

Vodafone's usage of your personal information is governed by the Vodafone

Group's Privacy Policy Statement (link to privacy policy at the foot of this page),
which forms part of these Terms and Conditions.

4. Proprietary rights

4.1 All Trade Marks used on the site and/or the Services are the trade marks of
Vodafone or one of the Vodafone Group companies. You shall only make fair use
of the Trade Marks and will not use the Trade Marks, whether design or word
marks: (1) as or as part of your own trade marks; (2) in a manner which is likely to
cause confusion; (3) to identify products to which they do not relate; (4) to imply
endorsement or otherwise of products or services to which they do not relate; or (5)
in any manner which does or may cause damage to the reputation of Vodafone or
the Trade Marks.

27
4.2 You acknowledge and agree that the Services and the Site or any part thereof,
whether presented to you by Vodafone, advertisers or any third party are protected
by copyrights, trademarks, service marks, patents, or other proprietory rights and
laws. All rights are expressly reserved.

4.3 You are only allowed to use the Site and the Services as set out in these Terms
and Conditions and nothing on the Site and/or the Services shall be construed as
conferring any licence or other transfer or rights to you of any intellectual property
or other proprietary rights of Vodafone, any member of the Vodafone Group or
any third party, whether by estoppel, implication or otherwise.

4.4 You hereby grant to Vodafone a perpetual, irrevocable, royalty-free, world-

wide licence to reproduce, transfer, modify, adapt and/or publish any Content
provided by you to us by email, post or otherwise on the Site and/or the Services as
Vodafone sees fit and without notice to you, unless you have indicated otherwise
in such communication.

5. Costs
5.1 Use of the Site is currently free. However, Vodafone reserves the right to
charge for access to part or all of the Site in the future, subject to giving you clear
notice when entering any part to which charges apply. Some services may be
chargeable as indicated on the Site and in any accompanying terms and conditions.

5.2 You will need to provide all equipment necessary to access the Site and the
Services on the Internet and be liable for the payment for the local telephone call
charges at the rates published by the telephone operator with whom you make your
local calls or any other Internet access charges to which you may be subject. If
your equipment does not support relevant technology including but not limited to
encryption you may not be able to use certain Services or access certain
information on the Site.

6. Liability for content

6.1 It is your sole responsibility to satisfy yourself prior to using the Site and the
Services in any way that they are suitable for your purposes and up to date. The
Services are periodically updated and you should check the Site and the Services
regularly to ensure that you have the latest information. You should also refresh
your browser each time you visit the Site and the Services to ensure that you
download the most up to date version of the Site and the Services.

28
6.2 The Site and the Services are provided on an "as is" basis. Although every
effort has been made to provide accurate information on these pages, neither
Vodafone, nor any of its employees, nor any member of the Vodafone Group, their
suppliers, nor any of their employees, make any warranty, expressed or implied, or
assume any legal liability (to the extent permitted by law) or responsibility for the
suitability, reliability, timeliness, accuracy or completeness of the Content or any
part thereof contained on the Site or the Services.

6.3 You acknowledge that Vodafone is unable to exercise control over the security
or subject matter of Content passing over the Site or via the Services and Vodafone
hereby excludes all liability of any kind for the transmission or reception of
infringing Content of whatever nature.

6.4 Please read the sections headed "Cautionary Statement Regarding Forward-
Looking Statements" and "Principal Risk Factors and Uncertainties" in Vodafone
Group Plc's Annual Report for the year ended 31 March 2008 for a detailed
explanation of forward-looking statements and a review of the reasons why actual
results and developments may differ materially from those expressed or implied by
these forward looking statements.

6.5 Any information contained in this Site on the price at which ordinary shares or
American depository shares in Vodafone Group Plc have been bought or sold in
the past, or the yield on such shares, should not be relied upon as a guide to future
performance.

7. Liability for third party content

7.1 The Site contains links to the web sites, web pages, products and services also
operated by Vodafone or the Vodafone Group and you agree that your use of each
web site, web page and service is also subject to the terms and conditions, if any,
contained within each website or web page or attached to any products or services.
These Terms and Conditions shall be deemed to be incorporated into each set of
terms and conditions. In the event that there is any conflict, the terms and
conditions contained with the relevant website or webpage or attached to the
relevant products or services shall prevail over these Terms and Conditions.

7.2 Vodafone assumes no responsibility for and does not endorse unless expressly
stated, Content created or published by third parties that is included in the Site and
the Services or which may be linked to and from the Site.

29
7.3 The Site and/or the Services may be used by you to link into other websites,
resources and/or networks worldwide. Vodafone accepts no responsibility for the
Content, services or otherwise in respect of these and you agree to conform to the
acceptable use policies of such websites, resources and/or networks.

7.4 Subject to Clause 11 you agree that Vodafone does not generally and is not
required to monitor or edit the use to which you or others use the Site and the
Services or the nature of the Content and Vodafone is excluded from all liability of
any kind (to the extent permitted by law) arising from the use of the Services, and
in particular but without limitation to the foregoing, the nature of any Content.
Notwithstanding the foregoing, Vodafone reserves the right to edit, bar or remove
any Services and/or Content, at any time as Vodafone in its sole discretion believes
to be necessary in order to prevent any breach of these Terms and Conditions or
any breach of applicable laws or regulations.

8. Exclusion of liability

8.1 Nothing in these Terms and Conditions shall act to limit or exclude Vodafone's
liability for death or personal injury resulting from Vodafone's negligence, fraud or
any other liability, which may not by applicable law be limited or excluded.

8.2 Vodafone shall use its reasonable endeavours to ensure the maintenance and
availability of the Site and the Services but availability may be affected by your
equipment, communication networks, too many people trying to use
communication networks or the Internet at the same time or other causes of
interference and may fail or require maintenance without notice.

8.3 Neither Vodafone nor any member of the Vodafone Group shall be liable for
any special, indirect or consequential damages or any damages whatsoever,
whether in an action of contract, negligence or other tortious action, arising out of
or in connection with the performance of or use of Services available on the Site
and in particular, but without limitation to the foregoing, Vodafone specifically
excludes all liability whatsoever in respect of any loss arising as a result of:

8.3.1 use which you make of the Site and the Services or reliance on Content or
Services or any loss of any Services or your Content resulting from delays, non-
deliveries, missed deliveries, or services interruptions; and

8.3.2 defects that may exist or for any costs, loss of profits, loss of your Content or
consequential losses arising from your use of, or inability to use or access or a

30
failure, suspension or withdrawal of all or part of the Site and the Services at any
time.

8.4 All conditions or warranties which may be implied or incorporated into these
Terms and Conditions by law or otherwise are hereby expressly excluded to the
extent permitted by law.

8.5 Your only remedy under these Terms and Conditions is to discontinue using
the Site and the Services.

8.6 Vodafone makes every effort to ensure the security of your communications.
You are however advised that for reasons beyond our control, there is a risk that
your communications may be unlawfully intercepted or accessed by those other
than the intended recipient. For example, your communications may pass over
third party networks over which we have no control. The Internet is not a secure
environment. Unwanted programs or material may be downloaded without your
knowledge.

9. Indemnity by you

9.1 You hereby agree to fully indemnify and to hold Vodafone harmless from and
against any claim brought by a third party resulting from the use of the Site and the
Services or the provision of Content to Vodafone by you and in respect of all
losses, costs, actions, proceedings, claims, damages, expenses (including
reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred
directly of indirectly by Vodafone in consequence of such use of the Site and the
Services or provision of Content or your breach or non-observance of any of these
Terms and Conditions.

10. Variation

10.1 Vodafone reserves the right to modify the Site and/or the Services or suspend
or terminate the Site and/or the Services or access to part or all of them at any time.

10.2 Vodafone reserves the right to revise these Terms and Conditions at any time.
Such variations shall become effective two weeks after being posted on the Site.
By continuing to use the Site you will be deemed to have accepted the varied
Terms and Conditions.

11. Monitoring/recording of communications

31
Monitoring or recording of your calls, emails, text messages or other
communications may take place in accordance with the law, and in particular for
Vodafone's business purposes, such as for quality control and training, to prevent
unauthorised use of Vodafone's telecommunication systems and to ensure effective
systems operation and in order to prevent or detect crime.

12. Termination

12.1 Vodafone may elect to suspend, vary or terminate the Services and the Site
immediately and without prior notice at any time for repair or maintenance work or
in order to upgrade or update the Site and the Services or for any other reason
whatsoever.

12.2 Vodafone may elect to terminate the Services or your access to the Site
forthwith on breach of any of these Terms and Conditions by you, or if Vodafone
ceases to offer the Site and the Services for any reason whatsoever.

13. General

13.1 Governing Law and Jurisdiction - These Terms and Conditions are governed
by and construed in accordance with the laws of England and Wales and you
hereby submit to the non-exclusive jurisdiction of the English courts.

13.2 Severability - These Terms and Conditions are severable in that if any
provision is determined to be illegal or unenforceable by any court of competent
jurisdiction such provision shall be deemed to have been deleted without affecting
the remaining provisions of these Terms and Conditions.

13.3 Waiver - Vodafone's failure to exercise any particular right or provision of

these Terms and Conditions shall not constitute a waiver of such right or provision
unless acknowledged and agreed to by Vodafone in writing.

13.4 Representations - You acknowledge and agree that in entering into these
Terms and Conditions you do not rely on, and shall have no remedy in respect of,
any statement, representation, warranty or understanding (whether negligently or
innocently made) of any person (whether party to these Terms and Conditions or
not) other than as expressly set out in these Terms and Conditions as a warranty.
Nothing in this Clause shall, however, operate to limit or exclude any liability for
fraud.

32
13.5 Assignment - You in entering into these Terms and Conditions undertake that
you will not assign, re-sell, sub-lease or in any other way transfer your rights or
obligations under these Terms and Conditions or part thereof. Contravention of this
restriction in any way, whether successful or not, will result in the Services being
terminated by Vodafone forthwith. Vodafone may assign these Terms and
Conditions in whole or in part to any third party at its discretion.

13.6 Rights of Third Parties - A person who is not a party to this Agreement has no
rights under the Contracts (Rights of Third Parties) Act 1999 or otherwise to
enforce any Clause of this Agreement.

13.7 Force Majeure - Vodafone shall not be liable in respect of any breach of these
Terms and Conditions due to any cause beyond its reasonable control including but
not limited to, Act of God, inclement weather, act or omission of Government or
public telephone operators or other competent authority or other party for whom
Vodafone is not responsible.

33
OBJECTIVE OF THE
STUDY

34
Definitions
"Content"
means all data, information, material and content, including but not limited to text,
pictures, photographs, software, video, music, sound and graphics;

"Services"
has the meaning given to it in Clause 1.1;

"Functionalities"
means the services offered on or via the Site;

"Terms and Conditions"

means the contract between Vodafone and you incorporating these terms and
conditions;

"Trade Marks"
means the word or mark "Vodafone", however represented, including stylised
representations all associated logos and symbols and combinations of the foregoing
with another word or mark;

"Vodafone"
means Vodafone Group Plc, whose registered office is at Vodafone House, The
Connection, Newbury, RG14 2FN, England and may also be referred to as "we" or
"us" in these Terms and Conditions;

"Vodafone Group"
means Vodafone Group Plc and any company or other entity in which Vodafone
Group Plc owns (directly or indirectly) more than 15% of the issued share capital;

"you"
means the visitor to the Site that enters into these Terms and Conditions (and
"your" shall be construed accordingly).

35
Business Principles
Our Vision and Values guide the way we act. Our Vision is to be the world’s
mobile communication leader – enriching customers’ lives, helping individuals,
businesses and communities be more connected in a mobile world. Our Values are
about how we feel – in other words the Passions that make us the company we are.

One of our four corporate Values is 'Passion for the world around us':

"We will help the people of the world to have fuller lives - both through the
services we provide and through the impact we have on the world around us."

At the start of 2002, we introduced a set of ten Business Principles to make our
Vision and Values happen. These define our relationships with all our stakeholders
and govern how Vodafone conducts its day-to-day business.

Our Business Principles apply to all Vodafone operating companies (majority

owned businesses). We also promote the Principles to our associate companies
(where Vodafone holds a minority stake) and business partners. Chief Executives
are responsible for ensuring application of the Principles within their business.

Every employee is expected to act in accordance with the Business Principles. If

employees have concerns about the application of the Principles, they can ask their
local human resources managers for further advice, or contact the Group Human
Resources Director or the Group Audit Director. We are incorporating training on
our business principles into our employee induction process.

Internal audits in 2002-03 show they have been communicated to over 90% of
employees.

Read the Business Principles Policy in full in the Corporate Responsibility section.

36
 SCOPE AND
IMPORTANCE

37
CALLER LINE IDENTIFICATION PRESENTATION (CLIP)

Clip identifies the caller by displaying the number of the caller on the handset. This

allows you the benefit of accepting or rejecting the call; although, at times caller

Line Identification may not appear due to technical problems in the originating

network.

CALL HOLD/ CALL WAIT

This feature allows you to receive or make another call, while you are already

busy with a call, without disconnecting it . You can receive or make a second call,

by putting the first call on hold. You billed for both the calls. You can activate call

waiting by using the menu of your cell phone

CALL CONFERENCE (CC)

This feature allows you to have a teleconference with up to five people at the same

time, from wherever you are. You can conference with either cellular or landline

phones, including STD and ISD calls. To make a conference call simply make your

first call. Then put the first call on hold and dial the next number. To conference,

scroll through the handset menu and select the conference feature. Now your call

are connected . to invite another person follow the same steps again

38
 Note:

 Call conference is a handset dependent feature

 You are charged for the time on hold and conference

 The originator of the calls will be charged for all the calls initiated by

him.To use the facility you need to activate the “call waiting” feature on

your handset.

CALLER LINE IDENTIFICATION RESTRICTION (CLIR)

Now, with CLIR you can restrict your cellular phone number from being

displayed on the receiver’s cellular phone. This means, you can maintain

complete confidentiality of your number. This feature might not function across

operator networks, but will definitely restrict caller ID when called within the

same cellular operator network’s Mobile numbers.

ITEMISED BILLING

An itemized bill gives you the details of all calls made and received, and of all

the other facilities you availed of, on your mobile number during a month. It

also carries details of the number called/ received, time and date of the call,

duration and the amount charged.

SHORT MESSAGING SERVICE

39
This feature allows you to send and receive messages to and from, respectively;

almost all national and international cellular operators. SMS allows you access

to services lime receiving stock quotes, horoscopes, Jokes messages, email,

news and many others. It comes as an in built feature to all Vodafone

subscribers. Vodafone offers an array of Services that help you manage your

calls better. From caller Identification to call waiting, from call divert to call

conference Vodafone redefines convenience. Most of these features are optional

and can be availed of on request and carry a nominal subscription charge. To

activate any feature call our customers care or visit any Vodafone ‘n’ U

Showroom.

CALL DIVERT (CD)

With call Divert, you can divert an incoming call to another cell phone (be it

Vodafone or Airtel/ Essar or BSNL cellular Phone ) or even a landline number

(within Andhra Pradesh local dialing list). You can divert your calls.

40
VALUE ADDED SERVICES

Just when you thought you had the cake, we made it possible for you to eat it too.

Introducing THE VODAFONE Value Added Services, a vibrant bouquet of "little

conveniences" "small pleasures" "bits of happiness" "dollops of infotainment" and

all those "itsy bitsy" wants of yours that together make up THE BIG SMILING

PICTURE.

SMS based services to Voice based ones, the vodafone range cuts across all

modes of communication to ensure the BEST VALUE for your money.

So be it downloading the latest ring tones or sharing the freshest of blonde jokes,

be it checking the status of your cousin's train arrival time or arranging a pick up

for your boss's delayed flight, vodafone hands you the power to do it all.

You could also book a surprise movie ticket or deliver those dainty

dandelions for your date or access the latest cricket scores or some serious stock

information; or maybe even play downloadable games or chill out with some zany

chats with buddies on-line.

41
 RESEARCH
METHODOLOGY

42
 VODAFONE 'S VALUE ADDED SERVICES ARE AS

INNOVATIVE AND EXCITING AS YOUR DESIRES.

VALUE ADDED SERVICES - UTTAR PRADESH (E)

SMS SERVICES -

 vodafone Buzz - Subscription Services - 4560456

 SMS Short Code

 Text Messaging

 Dynamic Voice Mail Service

GPRS/EDGE

 vodafone Buzz - Subscription Services - 4560456

 SMS Short Code

 Text Messaging

 Dynamic Voice Mail Service

43
VOICE

 Say vodafone -456

 Ganesha Speaks - 181

 Back ground Music

VODAFONE GPRS – THE INTERNET ON THE MOVE VODAFONE

vodafone’s 3G compatible network supports general Packet radio

service (GPRS) and EDGE, which allows you to access internet websites

and information portals on your mobile, making it possible to stay informed

and remain truly connected in this dynamically changing and competitive

environment. Gone are the days when connecting to a website from the

mobile took as long as 2 – 3 minutes. GPRS compatible handsets ensure

that as a user, you are “ always on”. There is no need for a dial up

connection or any ISP connection.

Now you can now carry the world Wide Web in their pocket – the

vodafone world. Read email, get stock quotes, check the weather, read the

latest news and even chat with friends and “Buddies” on Idea Network,

yahoo, MSN and ICQ while on the move.

44
 One of the mind – blowing applications on GPRS/EDGE in

multimedia Messaging Service (MMS). Vodafone is among the pioneers in

the country to provide MMS. This latest innovation in the area of mobile

communication provides you the ability to communication provides you the

ability to communicate not just in voice or text but also in full color images.

Now you can send your emotions to your near and dear ones; with

photographs, attach voice clips and append text too. Just in case the receiver

does not have on MMS handset, even then the photographs can be accessed

from our website http.//www. vodafone co.in// for your convenience, we

have also created a library of photo album and voice clips, from where you

can choose and send photographs. Further, you can also compose your own

MMS message on the above – mentioned website and send it across to a

cellular phone or any e-mail ID.

With the introduction of GPRS on its networks, vodafone also

supports the use of the GPRS phone as a modem, providing busy lap top

armed executives, like most of you; the opportunity to log in wirelessly

while “ on the go” . thus now you can surf the Internet using our GPRS

connectivity with your computer.

45
ADVANTAGE OF VODAFONE GPRS

 High speed and “ always on “ internet on the move

 Internet access on prepaid also

 Liberation from the shackles of dial - up or ISP connection.

 Receive voice calls or SMS even while logged on to GPRS.

 Revolutionary concept of charging - only for what you send and receive

 Offers MMS, a platform to communicate not just in voice or text but also in

full color images.

46
MARKETING RESEARCH - AN INTRODUCTION

Marketing basically consist of spotting the need of customers and meeting

them in the best possible manner. Marketing Research plays key role in this

process. It helps the firm acquire a better understanding of the consumer, the

competition & The marketing environment. It also aids the formulation of

marketing Mix.

Today carrying out research relating to customers products and market

requires specialized skills sophisticated techniques

DEFINITION OF MARKETING RESEARCH:

“Marketing research is the systematic gathering recording and

analyzing of data about problems relating to the marketing of goods and

services. “

INDIAN MARKETING ASSOCIATION

47
CLASSIFICATION OF MARKETING RESEARCH PROBLEM

The various marketing research problem can be classified based on the subject matter

of research as shown below:-

1. Research on Product

2. Research on Market

3. Research on consumer

4. Research on advertisement and Promotion

5. Research on distribution

6. Research on Price

7. Research on competition

8. Research on Sales method

Research on Products includes studies on the competitive position of a product

/brand : the level of consumer acceptance of a products/ brands etc. consumer research

includes.

Studies on consumer behavior. Buyer Motives consumer loyalty. Consumer

resistance etc.

Research on market includes market share analysis demand analysis determining

market characteristics, market segmentation studies . Analysis of market territories etc.

48
 DATA
ANALYSIS

49
 For Telecom Outlets

Are you selling Sim card?

Yes No
72% 28%

28%

No
yes
72%

50
Which type of sim service Provided ?
Pre Paid Post Paid Both
70 % 20 % 10 %

10%

20% Pre Paid

Post Paid
Both
70%

51
Are you sell recharge voucher’s ?
Yes No
68% 32%

32%
Yes
No
68%

52
 Which kind of recharge vouchers sell mostly ?

Paper Recharge Electronic Recharge Both

45 % 30% 25 %

25%
Paper Recharge
45%
Electronic
Recharge
Both

30%

53
 How many Network available at your outlet ?
Two Four Six All available
10 % 35 % 25 % 30 %

10%
30%
Two
Four
35% Six
All available

25%

54
 Which Network you prefer to sell ?
Hutch BSNL Idea Airtel Tata Reliance
30% 20% 10 % 20% 08% 12%

Hutch
30% 20%
BSNL

20% Idea
Airtel
Tata
08%
10% Reliance
12%

55
What’s the consumer need and demand at you outlet ?
Better service Better scheme Both of them
25 % 35 % 40 %

25%

40% Better service

Better scheme
Both of them

35%

56
Do you have any problem with any service provider ?
Yes No
39 % 61%

39%
No
Yes
61%

57
Would you like to prefer those service provider who provide better
service and attractive margin ?

Yes No
90 % 10 %

10%

Yes
No

90%

58
Are you satisfy with the current Vodafone plans and service ?
Yes No Can’t say
35 % 25 % 40 %

35%
40% Yes
No
Can’t say

25%

59
 For Non Telecom outlets
Do you sell Sim & Recharge?

Yes No
70% 30%

30%

Yes
No

70%

60
Why don’t you sell recharge to your existing customer?

Financial Problem Unawareness of Unavailability of Other reason

Schemes Service
39% 24.5% 16.5% 20.%

Financial Problem
20.00%

39% Unawareness of
Schemes
16.50% Unavailability of
Service
Other reason
24.50%

61
Do you know the attractive margins & schemes?
Yes No
59% 41%

41%
Yes
No
59%

62
Is there any demand of Sim & Recharge?

Yes No Upto some extant

60% 30% 10%

10%
30%

No
Yes
Upto some extant

60%

63
 Does you existing loyal customers have use of mobile?
Yes No
83.60% 16.40%

16.40%

Yes
No

83.60%

64
Would you like to sell Sim & Recharge when your customer demands?

Yes No
90% 10%

10%

Yes
No

90%

65
FINDINGS

66
 There are different reason in the different to

markets for not using the Vodafone cellular. The

limitation's which was found by me are as under.

1. Lack of proper advertisement and hoarding Vodafone

cellular are firstly emphasizing on the urban area &

developed markets only.

2. Lack of tower's of the Vodafone cellular in many places.

3. Lack of regular visit is the small markets.

4. Lack of information provided by the company to the rural

area people.

5. Lack of taking interest in the eastern U.P. region.

67
CONCLUSION

68
 With this the researcher come to the conclusion part of

the research report. It was a wonderful experience for the

researcher of working on the topic selected by him. Although

it was not an easy task collecting information in the

competitive market of telecom services. But taking up the

challenge itself was very interesting.

• It is clear from the analysis Vodafone cellular is much better

than other telecom due to the survey of Siddharth Nagar

according to the customer of Siddharth Nagar living standard

of high people and lower people.

• By the survey I have found that there are many telecom

company but and many competitors in market but no any one

defeat the Vodafone cellular.

• Many activity of Vodafone cellular as tariff plan, Recharge, there

activity customer satisfaction and prove all the best of other telecom.

69
RECOMMENDATION

70
Vodafone cellular is the growing and big competitive

industries, today in telecommunication sector there are many

company, like BSNL, Airtel, Reliance and now idea & TATA

has also launched his telecommunication service TATA

Indicom, so, Vodafone has to face many competition in the

market in the case of sales promotion activities in telecom with

special reference to vodafone cellular, so, Vodafone has

improve thee tower in the Rural area also I want to

recommended to Vodafone cellular to established there tower

as fast as they can do so, Vodafone is a big and stable company

so they have to improve themselves as a good telecom service

provider.

71
BIBLIOGRAPHY

72
SOURCES OF INFORMATION

INTERNET AND NEWSPAPERS

1. INTERNET

www.google.com

www.vodafone.co.uk

www.businessstandard.com

www.wikipedia.com

2. NEWPAPAPER

TIMES OF INDIA

HINDUSTAN TIMES

73
APPENDIX

74
 For Telecom Outlets

Q1. Are you selling Sim card?

YES NO

Q2. Which type of sim service Provided ?

PRE PAID POST PAID BOTH

Q3. Are you sell recharge voucher’s ?

YES NO

Q4. Which kind of recharge vouchers sell mostly ?

PAPER RECHARGE ELECTRONIC RECHERGE BOTH

Q5. How many Network available at your outlet ?

TWO FOUR SIX ALL AVAILABLE

Q6. Which Network you prefer to sell ?

HUTCH BSNL IDEA

AIRTEL TATA RELIANCE

75
Q7. What’s the consumer need and demand at you outlet ?
BETTER SERCIVE BETTER SCHEME BOTH OF THEM

Q8. Do you have any problem with any service provider ?

YES NO

Q9. Would you like to prefer those service provider who provide better
service and attractive margin ?

YES NO

Q10. Are you satisfied with the current Vodafone plans and service?

YES NO CAN’T SAY

76
 For Non Telecom outlets

1. Do you sell Sim & Recharge?

A. Yes B. No.

2. Why don’t you sell recharge to your existing customer?

A. Financial Problem B. Unawareness of Schemes

C.Unavailability of Service D. Other reason

3. Do you know the attractive margins & schemes?

A. Yes B. No.

4. Is there any demand of Sim & Recharge?

A. Yes B. No. C. Upto some extant

5. Does you existing loyal customers have use of mobile?

A. Yes B. No

6. Would you like to sell Sim & Recharge when your customer demands?
A. Yes B. No.

77