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INTRODUCTION TO TELECOM INDUSTRY
Communication has been one of the most important aspects of the growth of human society and culture. Telecommunications, the transmission of signals over a distance for a purpose of communication, is also very important. It provides business, money and market stability in the world. The telecom sector is one of the leading contributors to India's flourishing economy. Telecommunication Sector Opportunities in India assures a transparent, safe, and secured ambiance for the telecom market. It includes introduction of Internet telephony services, privatization of VSNL, and introduction of a number of international long distance services sector. The opportunities in the Indian telecom sector is increasing at a massive pace with the introduction of newer and innovative schemes in various sectors and at present the telecom sector in India is claimed to be one of the major contributors in India's flourishing economy. India has the fastest growing telecom network in the world with its high population and development potential. Airtel, Vodafone, Idea, Tata Indicom, Reliance, BSNL, Aircel, uninor, Videocon, MTNL, and Loop Mobile are other major operators in India. However, rural India still lacks strong infrastructure.
Telephony introduced in India in1882. Today the total number of telephone subscribers in the country crossed the 600 million mark in Feb 2010. The overall Tele-density has increased to 54.10%% in April 2010. In the wireless segment, 16.90 million subscribers have been added in March 2010 while 20.31 million subscribers were added in March 2010. The total wireless (GSM, CDMA & WLL (F)) subscribers base is 601.22 million as of April 2010. The wire line segment subscriber base stood at 36.83 million.
According to recent reports, India will overtake China to become the world's largest mobile telecommunications market by the year 2013. It is predicted that by then, the Tele density will shoot up to 75% and the total mobile subscriber base would be a staggering 1.159 billion!!
Tolani Institute of Management Studies, Adipur
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Major Players of the Cellular Service Providers
Tata Indicom Tata Indicom, with its head offices in Navi Mumbai
provides 2G service using cdma and 3G service using CDMA2000 technology. The company is the market leader in the fixed wireless telephony market with a total customer base of over 3.8 million.
Reliance Communications Reliance Communications, with its head offices in Navi
Mumbai, Maharashtra provides 2G service using cdma and 3G service using CDMA2000 technology.
Airtel Airtel, with its head offices in Mumbai, India provides 2G service
using cdma and 3G service using CDMA2000 technology. Airtel has highest market share in india. Bharti Tele-Ventures' strategic objective is to capitalize on the growth opportunities the company believes are available in the Indian telecommunications market and consolidate its position to be the leading integrated telecommunications services provider in key markets in India, with a focus on providing mobile services
Idea Cellular
Idea Cellular, head quarter in Mumbai, has absorbed Cingular Wireless, and offers 2G service using GSM technology and 3G service using WCDMA technology.
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BSNL On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is now Indias leading Telecommunications Company and the largest public sector undertaking. BSNL, headquartered in New Delhi, It offers 2G service using GSM and 3G service using W-CDMA. provides fixed line as well as cellular services. Aircel Aircel, head quarter in New Delhi, India has absorbed Cingular Wireless, and offers 2G service using GSM technology and 3G service using WCDMA technology.
It
MTNL
MTNL, headquartered in Mumbai is a public listed company by sateowned and offers 2G service using CDMA and 3G service using GSM.
Loop Mobile India (Formerly BPL Mobile)
Loop Mobile India, is a mobile phone service provider in Mumbai, Maharashtra, India

Ping Mobile Virgin Mobile Vodafone Essar Hutchison Essar Hutch Orange Hutch Pink Videocon Telecommunications (Formerly Datacom Solutions) Uninor MTS India S Tel Virgin Mobile GSM Spice Telecom
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Market share
Rank 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Operator Airtel Reliance Communications Vodafone Essar Tata Indicom Idea Cellular BSNL Aircel MTNL MTS India Loop Mobile Ping Mobile Virgin Mobile India Uninor S Tel Cheers Mobile Videocon Services Mobile
Frequency GSM 900/1800 CDMA2000 1x GSM 900/1800 CDMA2000 1x GSM 1800 GSM 900, CDMA2000 1x GSM 900/1800 GSM 900, CDMA2000 1x CDMA2000 1x GSM 900(Mumbai)/1800
Subscribers (in millions) As of February 2010 [1] 124.61 100.10 97.22 64.29 62.14 61.00 34.86 4.69 3.55 2.77 0.49 launched all over india 3.55 0.7 Yet to launch
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India is divided into 22 telecom circles. They are listed below:

Andhra Pradesh Bihar & Jharkhand Chennai Delhi Gujarat & Daman & Diu Haryana Himachal Pradesh Jammu and Kashmir Karnataka Kerala & Lakshadweep Kolkata Madhya Pradesh & Chhattisgarh Maharashtra excluding Mumbai & Goa Mumbai North Eastern States (Arunachal Pradesh, Assam, Manipur, Meghalaya, Mizoram, Nagaland, & Tripura)
Orissa Punjab Tamil Nadu excluding Chennai & Puducherry Eastern Uttar Pradesh Western Uttar Pradesh & Uttarakhand West Bengal excluding Kolkata, Andaman & Nicobar Islands & Sikkim
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ABOUT TATA TELESERVICES LTD.
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TATA INDICOM
Vision
Trusted services to 100 million happy customer by 2011
Mission
To empower every indian to connect with the world affordable.
Values
Fairness through meritocracy trust based on accountability tenacity for results pioneering spirit excellence in execution leadership with humility.
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TATA TELESERVICES LTD Tata Teleservices Limited spearheads the Tata Group's presence in the telecom sector. The Tata Group had revenues of around US $75 billion in financial year 2008-09, and includes over 90 companies, over 350,000 employees worldwide and more than 3.5 million shareholders. Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 under the brand Tata Indicom and today enjoys a pan-India presence through existing operations in all of India's 22 telecom Circles. The company is also the market leader in the fixed wireless telephony market with its brand Walky. The company has recently introduced the brand Photon to provide a variety of options for wireless mobile broadband access. The company's network has been rated as the 'Least Congested' in India for last five consecutive quarters by the Telecom Regulatory Authority of India through independent surveys. Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group's strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operate GSM telecom services-and has also been allotted spectrum in 18 telecom Circles. The company has rolled out GSM services in 14 of India's 22 telecom Circles in a quick span of under six months. The company plans to launch pan-India operations by the end of FY 2009-10.
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TATA DOCOMO marks a significant milestone in the Indian telecom landscape, and has already redefined the very face of telecoms in India, being the first to pioneer the per-second tariff option-part of its 'Pay for What You Use' pricing paradigm. Tokyo-based NTT DOCOMO is one of the world's leading mobile operators-in the Japanese market, the company is the clear market leader, used by over 50 per cent of the country's mobile phone users. TATA Teleservices is launch docomo very different way like this.
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Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited, serves over 64.29 million customers in more than 410,000 towns and villages across the country, with a bouquet of telephony services encompassing mobile services, wireless desktop phones, public booth telephony, wire line services and enterprise solutions. Tata Teleservices bouquet of telephony services includes Mobile services, Wireless Desktop Phones, Public Booth Telephony and Wire line services. Other services include value added services like voice portal, roaming, post-paid Internet services, 3-way conferencing, group calling, Wi-Fi Internet, , data cards, calling card services and enterprise services. Some of the other products launched by the company include prepaid wireless desktop phones, public phone booths, new mobile handsets and new voice & data services such as BREW games, Voice Portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. Landlines Tata Teleservices have entered the market however; the primary focus of their business is on the mobile-phone sector. Due to the rapid growth of the cellular phone industry in India, landlines are facing stiff competition from cellular operators. This has forced landline service providers to become more efficient and improve their quality of service.
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Tata Teleservices is unique in its own way, Gleaming with glories of past and its success today. I am glad to be a part of its Foundation Day, And here are few things that I would like to say. The journey started with Indicom Bringing a revolutionary trend in Telecom. Making communication affordable to all was its aim, And in no time it scaled to new heights of fame. Then came Walky that was beyond anyones imagination, To set new dimensions in wireless communication, It aimed for the highest, And performed the best, amongst the rest. The Photon Plus left competitors with no other option, For it comes with the caption, I Carry Speed Clearly stating it has come to lead. DOCOMO, the brand with Indian Values and Japanese technology, A perfect synergy with unparalleled strategy. Came to break all old records and to create new, For it is known to DO THE NEW I dedicate this poem to each and every employee, Who contributed their best in this successful journey. Let us all march towards Vision 2011 with the same confidence, To take Tata Teleservices to new heights of excellence.
Muralidhar Udari-GSM (Finance), Tamil Nadu
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MARKET DETAIL.
Retail
The company's retail business has around 3,000 outlets nationally, comprising 600 TTSL owned stores and around 2,500 stores in the Franchisee format. Tata Indicom already covers the top 700 towns in India in terms of population through Tata Indicom Exclusive Stores. Tata Indicom also maintains an online portal for its customers i-choose where the customers can buy Tata Indicom post-paid connections and prepaid recharge vouchers with an upfront commitment of activation and delivery of the handset within 72 hours. TATA have their own retail business unit located at all cities. These are: HNI BRBU EBS CMBU HNI ( High network individuals) HNI network is used for selling only postpaid products of TATA Indicom like data cards, walky talky, mobile phones. It provides after sales service also. EBS (Enterprise Business Service) The Enterprise Business Service function drives business growth & customer centricity by providing telecom related solutions to Corporate Entities. The EBS function also undertakes customer relationship management and retention along with revenue enhancement and channel management.
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BRBU(Branded Retail Business Unit) The Branded Retail Business Unit looks after the retail chain of the TATA Indicom Exclusive stores. Branded retail has a national presence with over 3100 outlets comprising of 600 TTSL (Company) owned stores and more than 2500 stores in the Franchisee format Branded Retail outlets have become the touch points for its customers in more than top 1000 towns in India. CMBU(Consumer Market Business Unit) The Consumer Market Business Unit (CMBU) deals with the large and dynamic pre-paid segment of the telecom sector. CMBU has always offered to its customers with innovative offers like Non Stop Mobile (Lifetime Validity) attractive bundled packages (handsets + connections), cheapest tariff plans, etc. TATA Indicom has many promotional programs like Television advertisement Calls free with special recharge offer Free downloading for internet facility Handset Upgrade program for all the individual postpaid customers. Seasonal discount with purchase of handset etc
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EXCLUSIVE BRANDING
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Branding Hotspots are a very important medium of communicating our brand to the end-customer. Roadside stalls have high visibility and could do with a little beautification. Tata Indicom used this innovative form of branding and selected a few food stalls in the mall area and other popular markets for this exercise. This worked out to be both cost-effective and high on visibility.
Brand Ambassadors
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TATA INDICOM PROFILE

Brand Name: TATA Indicom Network: CDMA 2000-1x Network Coverage: 20 Telecom circles Market Share: 8 . 10%
Subscriptions: Postpaid, Pre Paid , internet facility
TATA Indicom Product Profile

TATA Indicom has three services Dial up internet, mobile connection, landline connection.
Products / Services
Int ernet
Mobile service
Landline service
Dial up internet Mobile internet Wireless internet
Prepaid mobile Postpaid mobile Mobile handset
Wireless phones Landline phones
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Dial-up Internet through

Landline from TATA Indicom, provides bundled dialup internet access along with Landline Connection. This dialup internet service is activated by default for on customers phone, no Separate subscription is required. Customers have to purchase an external modem or use PC/Laptops internal modem to connect to internet.After creating the dialler on Computer ,internet facility will activate.
Mobile internet
TATA Indicom offers world-class internet service through the CDMA network.. Just connect TATA Indicom mobile phone, using a data cable to PC or Laptop & get started .TATA Indicom Internet through mobile service offers world-class standards for wireless Internet access. The benefits are: High speed Internet access. No need to buy an external modem since your existing TATA Indicom mobile phone has one. User can receive and make voice calls when no active data transfer takes place.
Wireless internet
it is used with a USB modem, so we can use where ever we go. It provides high speed connection.
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Prepaid mobile:
In Prepaid service we make an advance payment for the usage i.e. to make calls and use data services. There are no deposits to be made for STD/ISD. These features are pre-activated. Also, need not wait for a bill to be generated to know the usage & then pay accordingly.
Postpaid mobile
In Postpaid service, the company itself generate the monthly bill to the customers. TATA Indicom postpaid mobile phone STD call charges are amongst the lowest in India for distances over 500 km with absolutely no additional-airtime charges Most importantly, TATA Indicom postpaid mobile phone offers superior voice clarity, congestion free networks, high speed data access, and coverage in over 1000 cities.
Mobile handset:
TATA Indicom has the widest range of CDMA Handsets to choose from a range of the top CDMA mobile handsets from Nokia, Samsung, Motorola, Huawei and Haier with low price.
Wireless phones:
TATA introduced Walky Talky, are highly economical and easy to use.
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TATA PRODUCTS Postpaid plan
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Handset available of Tata indicom
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Perpaid plan avilable
Currently available Prepaid Plans:

Go Easy Go Active Regular Go Power Go Speak Go Gold Go Special Go Life Go active regular 199 Sandesh (Jawan) 199 Hello Bol TALK ON !! Let's Rock Go One Go Data Jatra (For Rural areas only) GARJK 199
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Photon whiz
Tata indicom photon wireless internet
New Device EC121 Photo
KeyFeatures
Wireless Internet Device CDMA 1X Speed 153.6Kbps
Plug and Play Auto Install Phonebook Memory

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Attractive Tariff for Postpaid Subscribers Now get a TATA Photon Whiz Postpaid connection at Rs. 1499/Choose the Unlimited Plan and get discount of Rs. 125/- for first twelve months
MRP Benefit
RS 100 Rs. 50 Bill Value Discount during 1st month
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Time/ Data Based Plans
Tata walky
Instruments available with wireless connection
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LG LSP 410 T FM Radio with inbuilt speakers FM channels SMS Caller ID
Radio Bhi Phone Bhi
Axesstel L800
Unique Dust Proof laminated keypad Soft keys 12 Polyphonic ID
Dust Proof Phone
ringtones Free Caller facility
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TATA Walky Features See who's calling with CLI (Caller Line Identification)

Get Missed Call details Store family and friends numbers in the in-built phone book Receive calls when receiver off-hook (after the alarm period) Avail Hotline with timer facility Select from 10 in-built ring tones Talk more with 2 hours talk time & 24 hours standby time Set Alarm and Reminder Alerts Track calls with the Call Log Register Dial frequently called numbers from memory and save time Make an emergency call, even if your phone is disconnected Install the phone without disfiguring your walls Speaker Phone
Walky Wireless Service

Savings on monthly bills by paying just landline rates

Roam at home Retain your number even when you change home or office Get a quick connection Save using Group Call across wireline, mobile and wireless phones Enjoy voice based Infotainment services* Avoid suffering dead phones or irritating linesmen Book a connection from the comfort of your home
Security Features

Bar all calls except to select numbers Prevent misuse with the Key Pad Lock Enjoy enhanced privacy with CDMA technology High Speed Internet Dial up through an in-built modem Surf the Internet at high speeds Receive calls when on the Internet (not during data transfer)
Plans applicable for FM Walky only

Tolani Institute of Management Studies, Adipur Page 30
TARIFF PLAN
CHT 99*
CHT ZERO RENTAL
Monthly Rental Rs.) 1500 Local minutes, Free Value total months (consolidated)** Monthly Commitment TARIFF LOCAL & INTRA-CIRCLE ( RATE / MIN) All T2T Local calls All other 30p 50p for first 3 ZERO Rental first months Rs.100/NA Voice Usage*** for 12 (In 99 99
Local Calls STD (rate/min) All STD Calls
40p
50p
50p
50p
CONSUMER SATISFACTION
The needs to satisfy customer for success in any commercial enterprise is very obvious. The income of all commercial enterprise is derived from the payments received for the products and services supplied to its customers. If there is no customer there is no income and there is no business. Then the core activity of any company is to attract and retain customers. It is therefore no surprise that Peter F Drucker the renowned management Guru, has said to satisfy the customers is the mission and purpose of every business. Satisfaction of customer is essential for retention of customers and for continuous sales of the products and services of the company to customers. This establishes the needs for and the importance of customer satisfaction. The satisfaction of consumers is different from one to another. Became, each consumer has the different behavior in their life. So, the marketer satisfies the consumer, he must very well know the behavior of consumer.
Customer retention Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A companys ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.
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Tata provide loyalty sachem for those customers who have use Tata mobile and Tata photon since 2 year. In this sachem Tata walky give very lower rate compare to the other customer. For that we can say that Tata is focus on the customer retention. The offer is valid only for eligible customers The dels of CMO/Photon customers is a must requirement Only those configured in system will get the offer as per data shared Only one connection will be provided per customer
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Walky - Special Loyalty Offers Plans CMO 99 999 (WP 822R, Walky Talky C2 & ETS 2222+) 1199 (LG LSP 450T) 99 First 6 months Rental FREE 600 mins to the Tata Mobile number in same account, every month for life Photon 149 999 (WP 22R, LG LSP 450T, Walky Talky C2 & ETS 2222+) 149 First 3 months Rental FREE 150mins Local Free
Device Price (Rs.) Monthly Rental (Rs.) Special Discount
FREE Calling Usage
Tariff Local & Intra-circle ( Rate / Min) All TATA Fixed/WLL 30p All other Fixed/WLL 40p All TATA Mobile 50p All Other Mobile 50p STD (rate/min) All STD Calls 50p
30p 50p 30p 50p
50p
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Now get a Tata Indicom postpaid
With three free features
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The key benefits of this offer are: The security deposit for the add on connection will be waived off. Free CUG will be given between primary and add on connection for first 6 months from the date of activation of the add-on. Local SMS pack worth Rs 25 will be given free to the add-on connection for first 6 months from the date of activation.
The Business Rules of this offer are as follows:

Only the security deposit for the add-on connection will be waived off. All the other charges will remain unchanged Free CUG is applicable for first 6 months from the date of activation of the add-on. As and when a new add on DEL is added to the account, the primary and new add-on should get 6 month CUG free.
After completion of 6 months, CUG and SMS pack will be charged to the subscriber
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OBJECTIVE
To know customer satisfaction level of TATA Indicom .
RESEARCH METHODOLOGY Types of research

A research designed is the specification of method and procedure for acquiring the information needed it is overall operation pattern or framework of the project that stipulates what information is to be calculated from which sources by what procedures. Basically research design has three parts Exploratory research Descriptive research Causal research
This research is an exploratory type of research. The few reasons for taking this methodology are; The data for this purpose was to be gathered anew. Also no substitute data was available. Many different aspects were to be evaluated and data was to be collected from all the selected respondents.
The clearly shows that no data was readily available based on which any analysis could have been carried out earlier. All the
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data was to be collected a new. Thus it can be concluded that it definitely is an exploratory study.
SAMPLING DESIGN
Probability sampling Simple Random Sampling Size of sample Hear target population I have taken 1000 from who are using mobile phone,data card,walky.than I have taken sample size of 50.so I have selected in the 20 groups and selection procedure is randomly. N=1000 , n=50 1000/50 =20 Group of no. people =N/n,
Primary data
Data, which are collected for the first for the research are called primary data.
There is several method of collecting the primary data Observation method Interview method Questionnaire method Schedules
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As this research is based on primary data the tool used for data collection is questionnaire. A structured questionnaire was used for the purpose of the research a copy of it is attached in annexure. A specialized questionnaire was designed, for the
consumers, keeping in mind the various aspects considered for the research. By the means of different questions, the questionnaire evaluated the response of the respondents on different aspects, which would be finally evaluated to know the level of satisfaction in respondent for using the services of the company. All that the respondents were required to do was to tick in the box that represented their views on that particular aspect. Once the responses were collected from the consumers their tick marks for each were potted into a sheet for easy analysis.
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Age Group [ ] 18 years-25 years [ Above 30 years [ ] ]
Below 18 years
25 years- 30years [ ]
Here we can say that young star mostly prefer Tata product because 74% of total customer age is between 18-25. And the below 30 age person use Tata indicom only 4% of customer is more than 30 age.
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Gender Male [ ] Female [ ]
Most of the customer Tata indicom user is male 98%.and the only 2% female is use the Tata indicom product.
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3 Student
Occupation [] [] employee [ ] professional [ ]
Businessman
( Other ) specify__________
The students using mobile connections are 46% , the businessman 28 %, and employees 26%,and the professional person 0%.we can say that professional person are less user of Tata indicom
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Income Group : [ Monthly House Hold income in rupees] Dependent Rs. 15001- Rs. 25000 Rs. 50001 Rs. 100000 [ [ [ ] ] ] Below Rs. 15000 Rs. 25001-Rs. 50000 > Rs. 100001 [ ] [ ] [ ]
About 42 % of respondents are dependent and 26 % get monthly income below Rs 15000, 24% respondents get monthly income between Rs 15001-25000, 4% respondents get monthly income between Rs.25001-5000 ,2% respondents Rs.50001100000. And 2% respondent get monthly income more than Rs.100000.
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(5) Since when you are using TATA Indicom? 0 - 1 3 5 [ ] [ ] 1 3 >5 [ ] [ ]
From this graphical analysis we come to know that most of (57%) are using TATA indicom product since 0-1 year, that can be result of marketing efforts, good customer services and increase the number of outlets indifferent location (Tata store) of last two years. For existing customer like 29% Tata offer individual scheme for them to retain them. as we can say from the graph that Tata teleservice user increase day by day due to marketing efforts ,customer service and Tata store.
(6) Which type of connection do you have? Wire line Mobile [ ] [ ] Data Card Walky [ ] [ ]
Broadband [ ]
From the above graph we can says that the mobile user of Tata is 43% that is highest compared to other product of Tata indicom product Wireline like data Second walky, users is Data card that is 37% and other wireline, are mobile and data and card. 2% mobile, mobile and walky, 8%,2%,4%,2%,2%
Wireline, broadband and
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respectively. So we can say that the major attraction of Tata indicom is in mobile segment.
7) Rate following features most that to you is

exellent SMS Services Network Offers Very good Good Not bad Bad
&
schemes Advertisemet Customer support Availability Others .
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When question is asked about the level of satisfaction of customer about the different service of Tata most of the customers are satisfied with advertisement and sms service of Tata teleservices that is 17% and 16% and the other services like customer service, availability of product at different place, network and offers& schemes ranked by customer are 13%,13%,13%,and 14% respectively. This conclusion come out from survey of 50 customer of Tata indicom. It suggest that Tata should improve their network, recharge availability.
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(8) Rank this companys according to your preference Airtel Vodafone [ ] [ ] Idea Reliance Bsnl [ ] [ ] [ ]
Tata Indicom [ ]
From the above graph as per customer view Vodafone is good company in mobile service out of Airtel, Tata indicom, Reliance, idea and Bsnl. Customers are more satisfied by using Vodafone service that is 47% Tata is on number three as per 50 customers view. And last is Bsnl.
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(9) Charges & rates of Tata Indicom according to you are. Cheap [ ] High [ ] Moderate [ ]
From the above graph we can says that only 4% of the customer feel that Tata indicom mobile charge is high while 53% customer are feel that Tata indicom charge is cheap and 43% customer are moderate about the charges of Tata indicom. Most of the Tata customers are satisfied with charges of different product of Tata indicom.
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(10) Are you satisfied with your current scheme? Yes [ ] No [ ]
Only 25% customer are not satisfied with current scheme of Tata indicom and other 75% customers are satisfied with current scheme that they are using currently. So we can say that Tata provides good scheme to their customer and get more and more feedback of customer.
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(11) Have you found dissatisfied response from Tata Indicom? Yes [ ] No [ ]
Only 45% customer said that they are getting good response from Tata indicom The ratio of dissatisfied customer are 55% that is highest if we look the company reputation in the market so customer service needs to improve to satisfied the existing customer.
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(12) If yes then in what case? Customer care [ ] Billing [ ] Internet Network [ ] [ ]
Most of the customer are dissatisfied from customer care service that is 48% and the next highest dissatisfaction comes from billing service that is 26% than network ,internet that is 15%,and 11% respectively. Due to number of user of Tata is increasing day by day so customers more facing the problem of customer care. Tata must improve their customer care service to retain the customer.
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13) Would you recommend Tata Indicom to friends? Yes [ ] No [ ]
From the above graph we can says that 96% of current customer recommend to their friends to use Tata service because they are satisfied with Tatas different services. And only 4% do not recommend to their friends or relative due to dissatisfaction. So most of the respondents are satisfied from the Tata service.
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(14) If Tata Indicom launch photon + in Rajkot would you buy

it. Yes [ ] No [ ]
This question was asked to customers about future product launched in Rajkot city the product is photon plus. 68% current customers want to buy the Tata photon plus if company launched photon in Rajkot. While 32% respondent dont want to buy Tata photon plus in Rajkot.
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FINDINGS
Following are the findings of the research done on the extent of customer satisfaction of Tata indicom.
From the study i have seen that most of the Tata users
are in mobile segment and also data card market is very good.
Majority of the users from the sample size perceive
Tata indicom as a good telecom service provider company.
Scheme and offers provided by the company are also
designed by keeping the benefit of the consumers in the mind.
The level of dissatisfaction is also prevailing among
the users but is very low extent.
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SUGGESTIONS
. Company should increase the quality of its services
and should undertake the promotion activity in a way by which they reach more closely to the consumers.
Tata indicom should launch attractive offers and
schemes particularly in land line segment in order to increase number of switchers and to compete with BSNL and Reliance.
Tata indicom already has a good infrastructure and
also has good network connectivity but then also it should increase its connectivity in village area, towns and state highways by installing mobile towers over there.
It should introduce some good and stylist handsets at
affordable rates.
Company should make efforts to increase the internet
speed.
Company should also make efforts to increase the
quality of after sales services.
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Appendices Questioner
PERSONAL INFORMATION 1 Below 18 years Age Group [ ] 18 years-25 years [ Above 30 years [ ] ]
25 years- 30years [ ] 2 Male [ ] 3 Student Businessman Occupation [] [] Gender
Female [
employee
[ ]
professional [ ]
( Other ) specify__________ 4 Dependent Rs. 15001- Rs. 25000 Rs. 50001 Rs. 100000 income Group : [ Monthly House Hold income in rupees] [ [ [ ] ] ] Below Rs. 15000 Rs. 25001-Rs. 50000 > Rs. 100001 [ ] [ ] [ ]
Name -------------------------------------------------------------------. Mobile NO.-------------------------------------------------------------------------.
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(5) Since when are you using TATA Indicom? 0 - 1 [ ] 1 3 >5 [ ] [ ] 3 5 [ ]
(6) Which type of connection do you have? wire line mobile Broadband [ ] [ ] [ ] Data Card walky [ ] [ ]
(7) Rate following features most that to you is

exellent SMS Services Network Offers Very good Good Not bad Bad
&
schemes Advertisemet Customer support Availability Others .
(8) Rank there companies according to your preference Airtel Vodafone [ ] [ ] Idea Reliance [ ] [ ]
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Tata Indicom [ ]
Bsnl
[ ] are.
(9) Charges & rates of Tata Indicom according to you Cheap [ ] High [ ] Moderate [ ]
(10) Are you satisfied with your current scheme Yes [ ] No [ ]
(11) Have you found dissatisfied response from Tata Indicom? Yes [ ] (12) If yes then in what case? Customer care [ ] Billing [ ] Internet Network [ ] [ ] No [ ]
(13) Would you recommend Tata Indicom to friends? Yes [ ] No [ ]
(14) If Tata Indicom launch photon + in Rajkot would you buy it. Yes [ ] No [ ]
BIBLIOGRAPHY
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Books
Philip kotler, Kevin Lane Keller, Abraham koshy, Marketing
Manegement, 13th Edition.
www.Tataindicom.com www.Tatateleservises.com www.ichoose.com
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INTRODUCTION TO TELECOM INDUSTRY

Tolani Institute of Management Studies, Adipur

Major Players of the Cellular Service Providers

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

Tolani Institute of Management Studies, Adipur

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Tolani Institute of Management Studies, Adipur

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