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STUDY OF CONSUMER BUYING BEHAVIOUR TOWARDS MOBILE PRE-PAIDPRODUCTS AND HANDSET MODELS
A REPORT SUBMITTED TO ACCURATE INSTITUTE OF MANAGEMENT ANDTECHNOLOGY, GREATER NOIDA AS A MANDATORY PART OF PDGMCURRICULUM
SUBMITTED TO: SUBMITTED BY:PGP CELL MANISH KUMAR SAHOOAIMT, DM0847GREATER NOIDA 2008-10
ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGY49, KNOWLEDGE PARK-III, GREATER NOIDA, (U.P.) 201308
E-MAIL: [email protected]
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CERTIFICATE
This is to certify that the project report study of CONSUMER BUYING BEHAVIORTOWARDS MOBILE PRE-PAID PRODUCTS AND HANDSET MODELS submitted toACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGY, GREATER NOIDA byMANISH KUMAR SAHOO in partial fulfillment of the requirement for the award of postgraduate diploma in management is an original work carried out by the below mentioned studentunder the guidance and supervision of the below mentioned guide. This work has not beensubmitted anywhere else for any degree/diploma under my signature. The originalwork wascarried out during 1ST MAY TO 30TH JUNE 2009 in RELIANCE COMMUNICATION
Signature of the student: _______________________________________
Name of the student: ___________________________________________ Dated: ______________________________
Signature of the Industry Guide: _____________________________________________
Name of the industry Guide: ________________________________________________
Designation of the Industry Guide: ___________________________________________
E-mail Address: __________________________________________________________
Mailing Address: _________________________________________________________
Dated: __________________ Seal/Stamp of the Organization
Signature of the faculty supervisor: ___________________________________________ _
Name of the faculty supervisor: _______________________________________________
Dated: ______________________________
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ACKNOWLEDGEMENT
The satisfaction and euphoria that accompany the successful completion of any task would beincomplete without the mention of the people who made it possible and constant guidance andencouragement of them heads all efforts with success
If words are considered to be signs of gratitude, then let these words convey the very same mysincere gratitude to the entire team of RELIANCE COMMUNICATION for providing mewithan opportunity to work with the organization and giving me necessary directionson doing thisproject to the best of my abilities.
I wish to express my deep sense of gratitude to my project mentor Mr. Prasanjit
Das SeniorManager at Reliance Communication and Mr. Abhishek Roy Marketing executive for guidingme through this whole project and also smoothened most hurdles that I faced during the courseof the project.
My special thanks to Mr. Latil Surin Marketing executive for his kind support tomake this
project successful.
I would also like to express my thanks to my project guide Prof. Nidhi Khurana of AccurateInstitute of Management and Technology Grt. Noida for guiding me throughout theproject.
Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents fortheir blessings, my friends/classmates for their help and wishes for the successful completion ofthis project.
And to God, who made all things possible.
DECLARATION
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I, Manish Kumar Sahoo, do hereby declare that this report entitled: CONSUMER BUYINGBEHAVIOR TOWARDS MOBILE PRE-PAID PRODUCTS AND HANDSET MODELS has been carried out by me under the guidance of Prof. Nidhi Khurana , professor in Marketing, at ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGY,GREATER NOIDA. The project is completed as per the norms prescribed by the AccurateManagement Centre and the same work has not been copied from any source directly
withoutacknowledging for the part/section that has been adopted from published/non published works.
I further declare that the information presented in this project is true and original to the best ofmy knowledge.
Date:
Place Manish Kumar Sahoo
AIMT, Grt Noida
EXECUTIVE SUMMARY
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The concept of buying behavior is of prime importance in marketing and has evolvedover the
years. It is important to understand consumer buying behavior as it plays a vital role in creatingan impact on purchase of products.The human wants are unlimited and always expect more and more. Mobile pre-paid products andMobile handsets are no exception to this behavior. This lead to constant modifications of Mobilepre-paid products and mobile handsets and today we see lots of pre-paid products
and newhandset coming into the market practically every month.In this research study my findings gave me a through insight of consumer buyingbehaviortowards mobile pre-paid products and handset models.I found that consumers consider various parameters while buying a mobile operator and mobilehandsets.
Factors such as better connectivity, attractive tariff and low entry cost playsan important role ininfluencing a customer for opting any network similarly price, functions availing and longbattery backup are considered very important factors for a customer before buying a handsetmodel.The study also helps me to know what are the major factors of dissatisfaction among the peopleafter using a mobile operator.
On the whole, the market is a very important place to study the behavior of consumers and alsoProvide useful insights what a consumer requires in a product. It is only through research that anCompany will be able to study the buying behavior of consumers.
INTRODUCTION
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INDIAN TELECOM SCENARIO- AT A GLANCE
The Indian Telecommunications network with 429.72 million for the quarter endingMarch 2009
is the fifth largest in the world taking the teledensity up to 36.98 and is thesecond largest among
the emerging economies of Asia.
Today, it is the fastest growing market in the world and represents unique opportunities for U.S.
companies in the stagnant global scenario. The total subscriber base is expectedto reach 500
million by next year.
India had 109.7 million rural mobile subscribers at the end of the first quarter, up by 18 percent
from 93.2 million users in the fourth quarter of last year.
Despite the global economic slowdown India s mobile phone market continues to be unaffectedby the economic slowdown, with 11.9 million new mobile subscribers in April 2009. That s a 45percent greater increase than in the same month last year.The wireless technologies currently in use are Global System for Mobile Communications(GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5CDMAoperators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000towns across the country.
List of GSM operators operating in INDIA. List of CDMA operators operating in INDIA.1 Bharti Airtel 1. Tata teleservices2 Vodafone Essar 2. Reliance CDMA3 BSNL 3. Virgin4 IDEA5 Aircel6 Reliance Telecom8 MTNL9 BPLEVOLUTION OF THE INDUSTRY-IMPORTANT MILESTONES
History of Indian Telecommunications
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Year
1851
1881188319231932
1947
1985
1986
First operational land lines were laid by the government nearCalcutta (seatof British power)
Telephone service introduced in IndiaMerger with the postal system
Formation of Indian Radio Telegraph Company (IRT)Merger of ETC and IRT into the Indian Radio and CableCommunicationCompany (IRCC)Nationalization of all foreign telecommunication companies toform thePosts, Telephone and Telegraph (PTT), a monopoly run by thegovernment's Ministry of CommunicationsDepartment of Telecommunications (DOT) established, anexclusiveprovider of domestic and long-distance service that would be itsownregulator (separate from the postal system)Conversion of DOT into two wholly government-ownedcompanies: theVidesh Sanchar Nigam Limited (VSNL) for internationaltelecommunications and Mahanagar Telephone Nigam Limited(MTNL) for service inmetropolitan areas.Telecom Regulatory Authority of India created.
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1999 1999 Cellular Services are launched in India. New NationalTelecom Policy is
adopted.
2000
DoT becomes a corporation, BSNL
Telecommunication market: TM and TAM revenue forecasts (India), 2003-2015
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MAJOR PLAYERS IN TELECOM INDUSTRYBSNL:
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largestTelecommunications Company providing comprehensive range of telecom services inIndia:Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN,VSAT, VoIP services, IN Services etc. Within a span of five years it has becomeone of thelargest public sector unit in India. BSNL has more than 2.5 million WLL subscribers and 2.5million Internet Customers who access Internet through various modes viz. Dial-up, LeasedLine, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE
ISPin the country. Scaling new heights of success, the present turnover of BSNL ismore than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26billion) for last financial year. The infrastructure asset on telephone alone is
worth aboutRs.630,000 million (US $ 14.37 billion).
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BHARTI AIRTEL:
Established in 1985, Bharti has been a pioneering force in the telecom sector with many firstsand innovations to its credit, ranging from being the first mobile service in Delhi, first privatebasic telephone service provider in the country, first Indian company to provide
comprehensivetelecom services outside India in Seychelles and first private sector service provider to launchNational Long Distance Services in India. Bharti Tele-Ventures Limited was incorporated onJuly 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operatetelecom services across India. Bharti s operations are broadly handled by two companies: theMobility group, which handles the mobile services in 16 circles out of a total 23 circles across
the country; and the Infotel group, which handles the NLD, ILD, fixed line, broadband, data, andsatellite-based services. Together they have so far deployed around 23,000 km of
optical fibercables across the country, coupled with approximately 1,500 nodes, and presencein around 200locations. Consolidate its position to be the leading integrated telecommunications servicesprovider in key markets in India, with a focus on providing mobile services .
TATA TELESERVICES:
Tata Teleservices is part of the Tata Group. Tata Teleservices spearheads the Group spresence in the telecom sector. Incorporated in 1996, Tata Teleservices was thefirst to launchCDMA mobile services in India with the Andhra Pradesh circle.The company acquired Hughes Telecom (India) Limited [now renamed Tata Teleservices(Maharashtra) Limited] in December 2002. With a total Investment of Rs 19,924 Crore, TataTeleservices has created a Pan India presence spread across 20 circles that includes AndhraPradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai, North East, TamilNadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh
(E), Uttar
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Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company is themarket
leader in the fixed wireless telephony market with a total customer base of over3.8 million.
RELIANCE COMMUNICATION:
Reliance Communications (formerly Reliance Infocomm), along with Reliance Telecomand Flag Telecom, is part of Reliance Communications Ventures (RCoVL). It isan Indian telecommunications company. According to National Stock Exchange data,
AnilDhirubhai Ambani controls 66.77 per cent of the company, which accounts for more
than 1.36billion shares. It is the flagship company of the Reliance-Anil Dhirubhai Ambani
Group,comprising of power (Reliance Energy), financial services (Reliance Capital) and
telecom
initiatives of the Reliance ADAG. It uses CDMA2000 1x technology for itsexisting CDMA mobile services, and GSM-900/GSM-1800 technology for its existing/newlylaunched GSM services.
RelCom is also into Wireline Business throughout India and has the largest opticalfiber communication (OFC) backbone architecture [roughly 110,000 km] in the country. On the30th December 2008, Reliance Communications became the first telecom operator in
the historyof Indian telecommunications to simultaneously launch its GSM services in 17 circles, namelyAndhra Pradesh, Chennai, Delhi, Gujarat, Haryana, Jammu & Kashmir, Karnataka, Kerala,Madhya Pradesh (excluding East Madhya Pradesh and Chhattisgarh ), Maharashtra, Mumbai,Punjab, Rajasthan, Sharjah, Tamil Nadu, Uttar Pradesh(East & West) thereby establishing itselfas a pan-India operator.It already operates GSM services in 8 circles namely Assam, Bihar,Himachal Pradesh, Kolkata, Madhya Pradesh, North Eastern states, Orissa, West Bengal.
AIRCEL:
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Aircel is a mobile phone service provider in India. It offer both prepaid and postpaid GSMcellular phone coverage throughout Tamil Nadu(including Chennai), Andhra Pradesh
,Assam, North East India, Orissa, West Bengal (including Kolkata), Jammu and Kashmir, Bihar,Karnataka, Kerala, Himachal Pradesh & Mumbai. Aircel was founded by NRI businessmanC Sivasankaran. Aircel is a joint venture between Maxis CommunicationsBerhad of Malaysia and Apollo Hospital Enterprise Ltd of India. It is India s seventh largestGSM mobile service provider with a subscriber base of over 18 million. It has amarket share of6.3% among the GSM operators in the country. As on date, Aircel is present in 17
telecomcircles (including Assam, Bihar, Himachal Pradesh, Jammu & Kashmir, Kerala, North East,Orissa, Tamil Nadu, Karnataka, West Bengal, Delhi) and with licences secured for
the remaining10 of the 23 telecom circles, the company plans to become a pan-India operator by 2009.Additionally, Aircel has also obtained permission from Department of Telecommunications(DoT) to provide International Long Distance (ILD) and National Long Distance (NLD)telephony services. It is also a category A ISP.
IDEA CELLULAR:
Idea Cellular is a wireless telephony company operating in various states in India. It initiallystarted in 1995 as a joint venture among the Tatas, Aditya Birla Group and AT&Tby merging"'Wings Cellular'" operating in Madhya Pradesh, Uttar Pradesh (UP) West, Rajasthan and TataCellular as well as Birla AT&T Communications.
Initially having a very limited footprint in the GSM arena, the acquisition of Escotel in 2004gave Idea a truly pan-India presence covering Maharashtra, Goa, Gujarat, AndhraPradesh, Madhya Pradesh, Chhattisgarh, Uttar Pradesh (East andWest), Haryana, Kerala, Rajasthan and Delhi (inclusive of NCR).
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The company has its retail outlets under the "Idea n' U" banner. The company hasalso been the
first to offer flexible tariff plans for prepaid customers. It also offers GPRSservices in urbanareas.
VODAFONE ESSAR:
Vodafone Essar, previously Hutchison Essar is a cellular operator in India thatcovers 23telecom circles in India. Despite the official name being Vodafone Essar, its products are simplybranded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughoutIndia with good presence in the metros.
Vodafone Essar provides 2.75G services based on 900 MHz and 1800 MHz digital GSM
technology, offering voice and data services in 23 of the country's 23 license areas. It is amongthe top three GSM mobile operators of India.
Vodafone Essar is owned by Vodafone 52%, Essar Group,33% and other Indian nationals, 15%.
VIRGIN MOBILE INDIA:
Virgin Mobile India Limited is a cellular telephone service provider company which is a jointventure between Tata Teleservices and Richard Branson's Virgin Group. Currently,
the companyuses Tata's CDMA network to offer its services under the brand name Virgin Mobile, but it hasalso announced plans to foray into the GSM space as well. In May 2007, the TataGroup and theVirgin Group finalized plans to form a corporate vehicle through which the latter's mobileservice could be launched in India. Since Mobile Virtual Network Operators are not permitted tooperate in India due to the current regulations prevailing there, a 50:50 jointventure model wasadopted.
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Virgin Mobile was officially launched on March 2, 2008.
THE COMPANYRELIANCE COMMUNICATIONS AT A GLANCE
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group(ADAG) of companies. It is listed on the National Stock Exchange and the BombayStockExchange, and is India s leading integrated telecommunication company with over 80
millioncustomers. The business encompasses a complete range of telecom services covering mobile andfixed line telephony. It includes broadband, national and international long distance services anddata services along with an exhaustive range of value-added services and applica
tions wih aconstant endeavour to achieve customer delight by enhancing the productivity ofthe enterprisesand individuals. It is ranked among Asia's 6 Topmost Valuable Telecom Companiesand isIndia's foremost truly integrated telecommunications service provider. The company's customerbase of over 31 million including close to 1 million individual overseas retailcustomers, and israted among the Top 10 Asian Telecom companies. Reliance Communications corporateclientele includes 600 Indian and 250 multinational corporations, and over 200 global carriers.
The company has established a pan-India, next generation, integrated (wireless and wireline),convergent (voice, data and video) digital network that is capable of supporting
best-of-classservices spanning the entire Infocomm value chain, covering over 6000 towns and3,00,000villages. Reliance Communications owns and operates World's largest next generation IPenabled connectivity infrastructure, comprising over 150,000 kilometers of fibre
optic cablesystems in India, USA, Europe, Middle East and the Asia Pacific region. The company's
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subsidiary, FLAG Telecom owns World's largest private undersea cable system, spanning65,000 kilometers connects the top business centers in developed and emerging markets across 6continents.
Reliance Communications has interests in Direct To Home (DTH) TV also, known as"Big TV".It plans to launch its DTH business by July 2008. Once launched, RelCom will have presenceacross all B2C communications channel in one of the fastest growing markets in the world.
On the 30th December 2008, Reliance became the first telecom company in India tooperate in
both CDMA as well as GSM technologies.
VISION
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers andbusinesses in India.
We will offer unparalleled value to create customer delight and enhance businessproductivity.
We will also generate value for our capabilities beyond Indian borders and enable millions ofIndia's knowledge workers to deliver their services globally.
MISSION:
To attain global best practices and become a world-class communication service providerguided by its purpose to move towards greater degree of sophistication and maturity.
To work with vigor, dedication and innovation to achieve excellence in service quality,reliability, safety and customer care as the ultimate goal.
To consistently achieve high growth with the highest levels of productivity.
To be a technology driven, efficient and financially sound organisation.
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To contribute towards community development and nation building.
To be a responsible corporate citizen nurturing human values and concern for society, theenvironment and above all, the people.
To promote a work culture that fosters individual growth, team spirit and creativity toovercome challenge and attain goals.
To encourage ideas, talents and value systems.
To uphold the guiding principle of trust, integrity and transparency in all aspectsofinterpretation and dealings.BROAD OF DIRECTORS
Shri Anil D. Ambani - Chairman
Prof. J Ramachandran
Shri S.P. Talwar
Shri Deepak Shourie
Shri A.K.PurwarCHAIRMAN'S PROFILE: ANIL DHIRUBHAI AMBANI
Regarded as one of the foremost corporate leaders of contemporary India,Shri Anil D Ambani, 48,is the chairman of all listed companies of the Reliance ADA Group, namely, RelianceCommunications, Reliance Capital, Reliance Energy and Reliance Natural Resources
limited.
He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information andCommunication Technology, Gandhi Nagar, Gujarat.
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Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries
Limited (RIL), India s largest private sector enterprise.
Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved
in every aspect of the company s management over the next 22 years.
He is credited with having pioneered a number of path-breaking financial innovations in the Indian
capital markets. He spearheaded the country s first forays into the overseas capital markets with
international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991,
he directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year
Yankee bond issue for the company in January 1997.
RELIANCE COMMUNICATION: THE JOURNEY TO SUCCESS
1999 The Dream, 1999
"Make a phone call cheaper than a postcard and you will usher in a revolutionary
transformation in the lives of millions of Indians" - Dhirubhai Ambani
The Reality, November 15
Reliance Infocomm begins Project Planning
2000 10-May
Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra
2001 1-May
First Media Convergence Node made "Ready for Electronics" at Jaipur
2002 15-Jan
First Base Transceiver Station (BTS) made "Ready for Electronics"
25-Feb
Obtains International Long Distance License from Govt. of India
22-Dec
Commissions 1st Optic Fibre Backbone ring
24-Dec
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Establishes 1st Point of Interconnect (POI) in New Delhi
27-Dec
Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates Reliance
InfocommHon'ble Union Minister for Parliamentary Affairs, Information Technology and
Communications, Pramod Mahajan, inaugurates NNOC
2003 15-Jan
Introduces Dhirubhai Ambani Pioneer Offer for Reliance IndiaMobile service
14-Feb
Launches Reliance WebWorld in top 16 cities
31-Mar
Launches International Long Distance Services
3-Apr
Commissions all backbone rings
25-Apr
Introduces colour handsets
1-May
Launches Reliance IndiaMobile Service commercially in top 92 citieswith one million customers.
10-Jun
Launches India's first wireless Point of Sale (POS)
1-Jul
Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and
connection for just Rs 501.Sets world record - acquires one million customers in 10 days
3-Jul
Launches R Connect Internet connection cable
26-Aug
Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal
20-Sep
"Navratri" a data service in R-World posts a world record of 10 million download
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s
on the first day of the launch.
30-Sep
R World clocks a phenomenal 1 billion hits in 1 month
6-Oct
Launches integrated broadband centre at Reliance WebWorld, Bangalore
24-Oct
Deploys pilot of Home Netway in Mumbai
30-Oct
Reliance becomes India's largest mobile service provider within 7 months of
commercial launch
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3-Nov
Customer base touches 5 million
12-Nov
Migrates to Unified License Regime
16-Nov
Launches National Roaming
21-Nov
Launches International SMS to 159 countries launched
19-Dec
Adds 4500th Contact Centre ExecutiveContact Centre becomes the largest such facility deployed by any single Indian
Service Provider
2004 12-Jan
International wholesale telecommunications service provider, FLAG Telecom
amalgamates with Reliance Gateway, a wholly owned subsidiary of Reliance
Infocomm
9-Feb
Launches RIM Prepaid with attractive offer - For Rs 3500 get a Motorola C131
mobile phone and Rs 3240 worth of re- charge vouchers instantly and stay connected
for 1 year
17-Feb
Reliance subsidiary Flag Telecom announces FALCON Project - a major new
Middle East Loop Terabits Submarine Cable System with links to Egypt and Hong
Kong via India
22-Mar
Reliance Infocomm launches multi-player gaming on RIM handsets - a first in India
5-Apr
Reliance IndiaMobile introduces International Roaming facility to 172 countries,300
networks
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23-Apr
Reliance Infocomm introduces first ever auction facility on Mobile phones through
R World.
27-May
Reliance Infocomm receives the Most Promising Service Provider of the Year 2003
(Asia Pacific) award at the Asia Pacific Technology Awards instituted by Frost &
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Sullivan.
8-Jun
Reliance Infocomm introduces World Card - a Prepaid International calling card for
affordable and convenient ISD calls from India.
29-Jul
Announces India's First MPLS Global VPN Solution in partnership with MCI
5-Aug
Launches the first regional Customer Contact Centre in Chennai
6-Sep
Mukesh D. Ambani, Chairman, Reliance Infocomm, receives Voice & Data
"Telecom Man of the Year" award
9-Sep
Introduces Railway Ticket booking from R World data applications suite of Reliance
IndiaMobile
12-Oct
Mukesh Ambani voted the world s most infuential telecom person by UK-based
publication Total Telecom.
19-Oct
Reliance Infocomm bags the CDMA Development Group's 3G CDMA Industry
Achievement Award for International Leadership.
2005 4-Jan
Reliance introduces first e-recharge facility in CDMA in India.
24-Jan
Reliance IndiaMobile announces mega rural plan to cover 4 lakh villages and 65
crore Indians by December 2005.
26-Jun
Anil Ambani appointed Chairman of Reliance Infocomm
30-Jul
Air Deccan and Reliance WebWorld join hands to offer air ticket booking facility
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at
Reliance WebWorld
11-Aug
XLRI's Post-Graduate Certificate programme in Logistics Supply Chain
Management (PGCLSCM) launched on Reliance WebWorld's virtual classroom
platform. first of its kind e-learning programme in India.
18-Aug
Reliance Infocomm rolls out international roaming facility across several countries
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to become the first Indian CDMA operator to offer its customers such a service.
6-Sep
Reliance Infocomm tied-up with the Bombay Stock Exchange to make available live
stock quotes on its mobile phones.
15-Sep
Reliance Communications, UK launched Reliance IndiaCall service in England and
Wales enabling callers to make high-quality calls to India from any landline or
mobile phone at economical rates.
21-Sep
Apollo Hospital and Reliance Infocomm join hands to provide top class healthcare
service to millions of Indians in over a hundred Indian cities.
13-Oct
Reliance WebWorld wins Frost & Sullivan Market Leadership Award for Video
Conferencing services.
12-Nov
Reliance Infocomm hosts the 4th global CDMA Operators Summit.
22-Nov
Reliance Infocomm joins hands with Indian Airlines to offer India's first mobile
booking of domestic airline ticket.
30-Nov
Reliance Infocomm introduces MOREbile, redefines customer rewarding with 33 %
more talk time on prepaid recharges of Rs 315 denomination and above and much
more.
12-Dec
Reliance Infocomm and China Telecom sign agreement for telecom services to
provide direct telecommunication service, including a global hubbing service, to
subscribers in the two countries.
2006 1-Jan
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Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance
IndiaMobile prepaid users to call anywhere in India at Re one per minute.
19-Jan
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Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth
23-Jan
TIMES NOW launched on Reliance Mobile Phones, making it the world s first TV
channel to be launched on a mobile phone.
6-Mar
Reliance Communications Ventures Ltd. (RCVL), India's leading integrated
telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani
group, lists on the Bombay Stock Exchange and National Stock Exchange.
21-Mar
Reliance Infocomm introduces R World in Hindi to become the world's first operator
to offer mobile data services in more than one language on the same handset. This
will make it possible for millions of Indians to access the popular R World with
hundreds of every-day-use applications in the national language.
23-Mar
Reliance-Anil Dhirubhai Ambani Group signs up Indian cricket's whiz kid and
heartthrob of millions Mahendra Singh Dhoni as the brand ambassador for Reliance
Communications Ventures Ltd.
29-Mar
Reliance Infocomm becomes India s first telecom operator to launch seamless inter-
standard international roaming service - 1World.1Number, with single number on
international CDMA and GSM networks.
27-Apr
Reliance Communications launches India s first Talking Message Service (TMS)
enabling its mobile users to send voice messages to not only other mobiles but also
fixed wireless phones (FWP) and landlines.
22-Jun
Reliance Communications ties up with Disney to offer on Reliance Mobile World
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India's first 3D animation on mobile.
3-Jul
Reliance Communications launches 'Hello Capital Plan' to enable its subscribersin
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19 state capitals to call each other at the local call rate of 40 paise per minute.
2007 January 10
Reliance Communications adds a record 1.4 million subscribers in December 06
January 18
Reliance Communication launches unique "Simply 2030" plan on Reliance Hello
January 25
Reliance Communications promotes Roger Waters Music Concert
January 29
RCOM shareholders approve tower business demerger with a 99.99% overwhelming
majorityJanuary 30
Overwhelming response to Reliance World s National Digital Elocution Competition
January 30
Reliance joins Lenovo and Intel for "Internet on the Move"
February 2
Reliance Communications market capitalization tops Rs 1 lakh crore ( 1 trillion rupeesor 24.39 billion US dollars) on Bombay Stock Exchange
February 16
Reliance Communications offers best value on roaming
February 26
Search Jobs & Classified Ads from Reliance Mobile World - Reliance Communicationsties up with Naukri.com
March 6
Reliance Communications ushers in Virtual Global Conference Network
March 7
DHIRUBHAI AMBANI THE MAN I KNEW By KOKILABEN
Book on Founder Chairman launched.
March 8
Reliance Communications launches Roam Jamaica on Reliance Mobile
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March 16
Reliance Mobile launches ' Suno Zee
March 19
Demerger of Passive Infrastructure division Reliance Communications & RelianceTelecom approved by the Bombay High Court
March 21
Reliance World Offers Program to Help Students Crack Admissions in Colleges Abroad
March 23
Govt s Rural Telephone Scheme(RDEL)through Reliance Communications successfullycloses by March 31,2007
March 26
Booking train ticket from Reliance Mobile Phones becomes more easy now with ITZCash Cards
April 4
Reliance Communications unleashes the power of mobile advertising
April 6
Reliance Communications acquires 1.2 million subscribers in March 2007.
April 11
Sunny Days And Nights For Reliance Mobile Subscribers asReliance Communications ties up with SUN TV to offer video streaming of all SUNTVprograms online 24x7
April 11
Reliance World launches summer e camp for school kids
April 30
RCOM first listed Indian telecom company to reward shareholders
May 2
A Classic Bonanza Reliance Communications unveils handsets @ Rs 777
May 9
RCOM bags West Bengal E-Governance Project
May 10
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Reliance sets a new record, one million Classic handsets sold in just one
May 12
Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per minute
May 14
Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs 1234
May 17
RCOM kick starts world's fastest and largest rural infrastructure rollout on WorldTelecom Day.
May 18
Reliance Communications Launches Lifetime Validity Recharge @ Just Rs.499.
May 22
RCOM slashes roaming rates by as much as 70 percent
May 25
Reliance Communications launches unlimited calling
June 5
RCOM hosts seminar on Emerging Trends in Mobile Applications Development
June 6
Reliance Communications adds 1.4 million new mobile subscribers in May2007
June 6
Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888
June 27
Reliance World, BIMTECH & Philadelphia University unveil Executive Program inRetail Management (EPRM)
June 28
Reliance Communications ties up with Cisco to launch Business Internet ServicesforSMEs in Pune
July 4
Bengali movie Anuranan on Reliance Mobile World
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July 7
RCOM and QUALCOMM Collaborate on CDMA2000 Expansion
July 12
Reliance Communications awards Alcatel-Lucent a Next-Gen network expansioncontract
July 12
Reliance Communications awards Huawei all IP Next-Gen network expansion contract
July 19
RCOM announces sale of equity stake in its Tower Company-Reliance TelecomInfrastructure Limited
July 19
RCOM's AGM on Reliance Mobile World
July 23
Reliance Communications launches Passport Calling Solutions
July 25
RCOM join hands with Yatra.com for air and hotel bookings
August 20
RCOM offers 'Live Mandi Prices' on Reliance Mobile World
August 31
Reliance Communications , the official global partner for the first edition of ICC Twenty20 World Cup Championship 2007 in South Africa unveils the coveted Trophy inMumbai and announces Dhoni - Dhanadan Pack
September 9
Reliance Communications launches Money Transfer on Reliance Mobile Phones
September 10
RCOM launches BlackBerry 8830 World Edition Smartphone'Bloomberg Professional' now on Reliance Mobile
September 11
Reliance Communications ties up with Sulekha.com to offer local search on RelianceMobile World
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September 18
Strategic partnership with Vanco
October 3
Reliance Communications announces Classic Celebrations- Classic Handset sales top 10million- Color Handset @ Rs.999
October 20
Reliance Communications to launch nationwide GSM Services under existing Unified Access Service Licenses
October 22
Reliance Communications brings 'Durgotsav Live' Videocast on mobileNovember 7
Reliance Communications Launches 'Diwali Dhamaka'
November 15
RCOM launches Rural Mobile Application Contest
November 16
Fair & Lovely Scholarship on Reliance Mobile World is winner at the MMA awards,USA
November 27
FLAG and GlassHouse ink landmark partnership
December 11
Reliance Communications adjudged World s Top CDMA Operator at the Global CDMAIndustry Achievements Awards Fete
December 20
Reliance Communications completes Yipes acquisition
December 24
RCOM announces special offers for Christmas and New Year.
200 January 12
8Reliance Communications receives Start-up GSM SpectrumJanuary 16
Yahoo partners with Reliance Communications to provide Yahoo One Search for its
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CDMA and GSM customers.
January 31
RCOM's Q 3 Net Profit increases by 48.5% and Revenues Up by 29.8 %. Remains themost profitable Telecom Company in India.
February 4
Reliance Communications offers Lifetime Validity at Rs 199RCOMs subsidiary Infratel files Draft Red Herring Prospectus with SEBI
February 5
Reliance Mobile strengthens its religious content portfolio on Mobile by tie-upwithSadhana TV
February 14RCOM in partnership with CanvasM, launches Mulitplayer Mobile Games
February 19
HDFC Bank ties up with RCOM, turns every Reliance Mobile into a credit card
February 27
Reliance Communications consolidates Global Telecom Business under BusinessGlobalcom Reliance Communications forays into International Mobile Market with GSM License
inUganda.
March 3
Reliance Communications drops prices of Internet Data Cards
March 10
Reliance Communications announces ESOPs for over 20,000 employees
March 20
Reliance Communications and HTC forge Strategic Alliance
May 2
Reliance Communications Net Profit up by 70.8% to Rs 5,401 crore (US$ 1,350million),Revenues higher by 31.8% to Rs.19, 068 crore (US$ 4,765 million) and EBIDTA
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increases by 43.3% to Rs.8, 199 crore (US$ 2049 million)
May 12
Reliance Communications and Alcatel form Joint Venture to offer Managed NetworkServices to telcos across the globe
May 26
Reliance Globalcom acquires UK based VANCO Group Limited
June 24
Reliance Globalcom, Stealth Communications forge Strategic Alliance to extend VOIPNetwork across 50 countries
July 12
CA Exam Results on Reliance Mobile
July 22
Reliance Communications Mobile Subscriber base crosses 50 Million
July 29
CA Professional Exam Results on Reliance Mobile
July 31
Reliance Communications (RCOM) announces its financial results for the first quarterended June 30, 2008. Net Profit up by 23.9% to Rs. 1,512 crore (US$ 352 million)
PRODUCTS
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Classic Range of HandsetsLG Range of HandsetsBlackBerryWorld RoamingRange of Unlimited products:Rural TelephonyData Card BusinessLong distance voice servicesGlobal mobile servicesGlobal data servicesBroadband
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LITERATURE REVIEW
GOVERNMENT POLICY AND GUIDELINESIn 1994, the Government announced the National Telecom Policy which defined certainimportant objectives, including availability of telephone on demand, provision of world classservices at reasonable prices, ensuring India's emergence as major manufacturing
/ export base oftelecom equipment and universal availability of basic telecom services to all villages. It alsoannounced a series of specific targets to be achieved by 1997. As against the NTP 1994 target ofprovision of 1 PCO per 500 urban population and coverage of all 6 lac villages,DoT hasachieved an urban PCO penetration of 1 PCO per 522 and has been able to providetelephone
coverage to only 3.1 lac villages. As regards provision of total telephone linesin the country,DoT has provided 8.73 million telephone lines against the eighth plan target of7.5 million lines.In addition to some of the objectives of NTP 1994 not being fulfilled, there have also been far
reaching developments in the recent past in the telecom, IT, consumer electronics and mediaindustries world-wide. Convergence of both markets and technologies is a reality
that is forcingrealignment of the industry. At one level, telephone and broadcasting industries
are entering eachother's markets, while at another level, technology is blurring the difference between differentconduit systems such as wireline and wireless. The new telecom policy frameworkis alsorequired to facilitate India's vision of becoming an IT superpower and develop a
world classtelecom infrastructure in the country.
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Access to telecommunications is of utmost importance for achievement of the country's socialand economic goals. Availability of affordable and effective communications forthe citizens isat the core of the vision and goal of the telecom policy.
The objectives of the NTP 1999 are as under:
Access to telecommunications is of utmost importance for achievement of the country'ssocial and economic goals. Availability of affordable and effective communications forthe citizens is at the core of the vision and goal of the telecom policy.
Strive to provide a balance between the provision of universal service to all uncoveredareas, including the rural areas, and the provision of high-level services capab
le ofmeeting the needs of the country's economy;
Encourage development of telecommunication facilities in remote, hilly and tribal areasof the country;
Create a modern and efficient telecommunications infrastructure taking into account theconvergence of IT, media, telecom and consumer electronics and thereby propel Indiainto becoming an IT superpower;
Convert PCO's, wherever justified, into Public Teleinfo centres having multimediacapability like ISDN services, remote database access, government and communityinformation systems etc.
Transform in a time bound manner, the telecommunications sector to a greatercompetitive environment in both urban and rural areas providing equal opportunities andlevel playing field for all players;
Strengthen research and development efforts in the country and provide an impetus tobuild world-class manufacturing capabilities.
Achieve efficiency and transparency in spectrum management.
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Protect defence and security interests of the country.
Enable Indian Telecom Companies to become truly global players.The New Policy framework must focus on creating an environment, which enablescontinued attraction of investment in the sector and allows creation of communicationinfrastructure by leveraging on technological development.
REGULATORY ENVIRONMENT:
The Telecom Regulatory Authority of India (TRAI) was formed in January 1997 witha
view to provide an effective regulatory framework and adequate safeguards to ensure faircompetition and protection of consumer interests. The Government is committed to
astrong and independent regulator with comprehensive powers and clear authority t
oeffectively perform its functions.
Towards this objective the following approach has been be adopted:
Section 13 of The TRAI Act gives adequate powers to TRAI to issue directions toserviceproviders. Further, under Section 14 of the Act, the TRAI has full adjudicatorypowers toresolve disputes between service providers.
TRAI will be assigned the arbitration function for resolution of disputes betweenGovernment (in its role as licensor) and any licensee.
The Government will invariably seek TRAI's recommendations on the number andtiming of new licenses before taking decision on issue of new licenses in future.
The functions of licensor and policy maker would continue to be discharged byGovernment in its sovereign capacity. In respect of functions where TRAI has been
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assigned a recommendatory role, it would not be statutorily mandatory for Governmentto seek TRAI's recommendations
MARKETING STRATEGIES OF RELIANCE COMMUNICATION:
To spend Rs 16,000 crore to expand and strengthen network coverage. Afterexpansion, Reliance Communications will have the single largest wirelessnetwork in the world
Launched the lowest-cost classic brand handset at Rs 777
Will add 23,000 more towers
Telecom services will be available in over 23,000 towns and 600,000 villages.
To gave out lots of free minutes to users to create an existing user base.
Reliance is cutting down on Capital Expenditure since it already has the network and now believes it also has the user base and will be able to generate good cashflows.COMPETITORS:
AIRETL:
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India's largest and world's third largest cellular service provider with more than 82 millionsubscribers Bharti Airtel is a merger between Bharti Group and Airtel it s a well know Nedbrand in India as well as Asia . Owned by Mr. Sunil Bharti Mittal. Telecom giant
Bharti Airtelis the flagship company of Bharti Enterprises. The Bharti Group has a diverse businessportfolio and has created global brands in the telecommunication sector.Vision of Airtel:By 2010 Airtel will be the most admired brand in India:Loved by more customersTargeted by top talentBenchmarked by more businesses.The total customer base of Airtel is 78,908,993 or 31.65% of the total 249,349,436 GSMmobile connections in India till November 2008. In 2009 Airtel is launched in Srilanka also.
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OBJECTIVE OF THE STUDY
The aim of study is to understand the behavior of mobile phone users inBHUBANESWAR and CUTTUCK and further capture their satisfaction level that isinfluenced by various technical and non technical factors.
To ascertain the attributes which influenced the customer s in selecting a particular cellphone services provider and a particular hand-set.
To assess the problems faced by the cell phone users in BHUBANESWAR andCUTTUCK city.
To offer valuable suggestions to improve the services of the mobile phone network.SCOPE OF STUDY
The present study is contained to twin city of BHUBANESWAR AND CUTTUCK and itis decided to consider all leading mobile operators like AIRTEL, AIRCEL, R-GSM,RCDMA,TATA-INDICOME, VIRGIN, IDEA, VODAFONE and BSNL for the survey.
For handset, there are more than 20 Brands of Mobile phones available in the market.Within each brand there are various models, each with different attributes and functions.
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This research will open the doors of consumer buying behavior towards pre-paid productsand handset models.RESEARCH METHODOLOGY
DATA COLLECTION
The secondary data study gave us insights on understanding consumer buying behaviorand various concepts on purchase of pre-paid products and handset models.
Primary data were collected from the respondents through the distribution ofquestionnaire.AREA OF THE STUDY:This study covers the twin city of BHUBANESWAR and CUTTUCK.
SAMPLE SIZE:The sample size achieved is 200.
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ANALYSIS
UNDERSTANDING CONSUMER BEHAVIOR
CUSTOMER BASE:
Out of 200 respondent interview BSNL has got maximum of 20% respondent followedclosely by R-GSM and AIRTEL with a share of 17% each and 16% Respectively.[Annexure 1]OPERATORS CONSIDERED BEFORE OPTING FOR THERE CURRENT OPERATOR:It has been observed that
Maximum number of Respondents had initially thought about taking R-GSM beforeswitching to different network. Followed by BSNL which comes second with 22 respondents.
[Annexure 2]OPERATORS CONSIDERED BEFORE OPTING FOR AIRTEL (33):
14 respondents had only thought about AIRTEL and took AIRTEL.
Maximum number of respondent had initially thought of having R-GSM beforeopting for AIRTEL mainly due to good connectivity and more establish brand name. BSNL comes second[Annexure 3]
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OPERATORS CONSIDERED BEFORE OPTING FOR R-GSM (34):
Maximum of the respondents had initially thought about taking BSNL but later onswitched to R-GSM mainly due to lower cost and free on-net calls. Only 13 respondents had thought only about R-GSM[Annexure 4]OPERATORS CONSIDERED BEFORE OPTING FOR BSNL (40): More than half of the respondent had only thought about BSNL. Some of the respondent had initially thought of having R-GSM mainly due toword of mouth AIRCEL comes second mainly due to same word of mouth.[Annexure 5]OPERATORS CONSIDERED BEFORE OPTING FOR VODAFONE(22):
Maximum respondents had a thought about almost all operators before opting forVODAFONE mainly due to its :
Lower entry cost Free on-net calls Very economical tariff.[Annexure 6]OPERATORS CONSIDERED BEFORE OPTING FOR AIRCEL(21):
More half of the respondents did not thought for any other operator.
Many of the respondent had initially thought about BSNL because of word of mouth
andgood connectivity.[Annexure 7]OPERATORS CONSIDERED BEFORE OPTING FOR TATA-INDICOM (13):
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As both TATA-INDICOM and R-CDMA gives free STD on-net calls so respondents hadthought about R-CDMA.
7 respondent took TATA-INDICOM without having any second thought.[Annexure 8]OPERATORS CONSIDERED BEFORE OPTING FOR IDEA (7):
Only two respondent had initially thought of VODAFONE and VIRGIN before takingidea.[Annexure 9]OPERATORS CONSIDERED BEFORE OPTING FOR VIRGIN (4):
Similarly two respondent had initially thought about taking TATA-INDICOM and RCD
MA.[Annexure 10]AGE WISE COMPOSITION OF THE SAMPLE:Out of 200 respondents interviews
Maximum respondent are from age group of 22-30 Followed by the age group of 31-40.[Annexure 11]AGE WISE PREFERENCE OF OPERATORS:
In the age group of 15-21 which mainly consists of students VODAFONE leads with11respondent opting for it mainly because of free on-net calls and low entry costwhich isfollowed by R-GSM with 7 respondents.
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In the age group of 22-30 AIRTEL leads with 16 respondents mainly because of goodconnectivity and better brand strength, closely followed by R-GSM with 15 respondents.
In the age group of 31-40 R-CDMA leads mainly due to better connectivity and free STDon-net calls which is followed by BSNL.
While in the age group of 41-50 BSNL has emerge as a clear winner with 18 respondentopting for it mainly because of Govt. owned company, good connectivity and better voiceclarity.[Annexure 12]OCCUPATION WISE COMPOSITION OF SAMPLE:
Out of 200 respondents interviewed consists of Student, Service Personnel (govt. /public sector), Service Personnel (private sector),Business Person, Retired Person and Other s.
Maximum respondent are from student with 30% followed by business person with 28%.[Annexure 13]
OCCUPATION WISE OPERATOR PREFERANCE (STUDENT-60):
It shows that Vodafone enjoy a good lead over its competitors among the studentmainly due to:
Low entry cost
Free on-net calls
Strong brand name
Word of mouthVodafone is followed by R-GSM as most popular among students
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[Annexure 14]
OCCUPATION WISE OPERATOR PREFERANCE (SERVICE PERSONNEL(GOVT)-26Both BSNL & R-GSM leads over their competitors mainly due to:
Established Company
Loyalty towards one particular operator.Aircel comes second with 5 respondents.[Annexure 15]OCCUPATION WISE OPERATOR PREFERANCE SERVICE PERSONNEL(PVT)-47
AIRTEL leads in this segment mainly due to better connectivity, good voice clarityand strong brand name. Followed by R-GSM and BSNL because of establish brand name.
[Annexure 16]OCCUPATION WISE OPERATOR PREFERANCE BUSINESS PERSON-56: BSNL leads in this segment followed by R-CDMA.[Annexure 17]OCCUPATION WISE OPERATOR PREFERANCE RETIRED PERSON- 5:
Out of 6 respondent 4 are Home makers who were using connections given to them byothers.
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Rest 2 respondents have their own choose of operator.[Annexure 18]
MOBILE PHONE USED FOR VARIOUS PURPOSE BY THE RESPONDENT:
Maximum usage is for personal purpose, followed by business and official purposes.
STUDENTS use mobile phone only for their personal purpose.
While in case of service personnel (pvt.) the use of mobile phone is been nearly
equallydistributed in all categories.
But in case of service personnel (govt.) mobile phone is used mostly for personal use
followed by official use. In case of business person maximum usage of mobile phone is for business purpose.Respondents were asked to reveal various reasons for which they opt for the operator.[Annexure 19]FACTORS BEHIND OPTING FOR AIRTEL (33):
Better connectivity Strong brand Good customer care service help AIRTEL in attracting more of its customers.[Annexure 20]
FACTORS BEHIND OPTING FOR R-GSM (34):
Attractive tariff is the main motivation factor. Brand strength Good customer care service.
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[Annexure 21]
FACTORS BEHIND OPTING FOR R-CDMA (26):
Good connectivity
Attractive tariff like free on-net STD calls. And good customer care service is the main motivating network.[Annexure 22]FACTORS BEHIND OPTING FOR AIRCEL (21):
Good customer care service.
Economical tariff rates and, Word of mouth comes as driving force for the respondent to opt for the network.[Annexure 23]
FACTORS BEHIND OPTING FOR BSNL (40): Connectivity plays a very important role in influencing the respondent to go for
thisnetwork.
Govt. owned brand Good customer care service motivates the respondent to go for this operator.[Annexure 24]FACTORS BEHIND OPTING FOR VODAFONE (22):
Free on-net local calls are a major factor behind opting VODAFONE.
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Very low entry cost. And word of mouth also helps the respondent in opting for VODAFONE.[Annexure 25]FACTORS BEHIND OPTING FOR TATA-INDICOM (13):
Good Connectivity
brand strength And free on-net STD calls.[Annexure 26]FACTORS BEHIND OPTING FOR IDEA (7)
Low entry cost
Attractive and economical tariff and Word of mouth plays an important role in motivating the respondents.[Annexure 27]
FACTORS BEHIND OPTING FOR VIRGIN MOBILE (4) Word of mouth
Better connectivity and
Attractive tariff plays a very important role in motivating respondents for opting thenetwork.[Annexure 28]TOP 3 STV S USED BY THE RESPONDENT
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Respondents were asked to name top 3 STV S they used for the operator they are currentlyusing.
[Annexure 29]
TOP 3 TOP-UP S USED BY THE RESPONDENT
Respondents were asked to name top 3 TOP-UP S they used for the operator they arecurrentlyusing.[Annexure 30]TOP 3 SMS PACKS USED BY THE RESPONDENTSimilarly Respondents were asked to name top 3 SMS PACKS they used for the operator they
are currently using.[Annexure 31]
MARKET SHARE OF VARIOUS BRANDS OF MOBILE PHONE HANDSETS
Out of total 200 sampled consumers, 89 consumers own a Nokia mobile handset which comes to44 percent share of the market. This is followed by Samsung (15%), Motorola (14%), SonyErickson (11%), LG (9%) and others (7%).[Annexure 32]
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INFLUENCING FACTORS TO PURCHASE THE HANDSETS
Consumers were asked to reveal their likings for various attributes of the mobile phoneinstrument.
Maximum respondent see long battery backup as the most influencing factor fordeciding any cell phone.
Followed by the brand name
And looks[Annexure 33]
CONSUMERS SATISFACTION LEVEL AFTER USING THE OPERATOR:
The satisfaction level of users was analyzed on a five point scale ranging from v
ery muchsatisfied to very much dissatisfied . A major group of consumers either say that they are
almost satisfied (48%) or average satisfied (28%).While taking consumer s satisfaction level as operator wise BSNL leads with maximum of 26respondents followed by AIRTEL with 19 respondents as very much satisfied customers.
BSNL has got the maximum very much satisfied users mainly due to goodconnectivity and Govt undertaking brand.
Then comes AIRTEL which has got second maximum very much satisfied users fromits competitors mainly due to good connectivity and strong brand name.[Annexure 34]
REASONS FOR DISSATISFACTION (AIRTEL (33):
Higher cost in tariffs is the major reason for dissatisfaction among the respondent asthey think its bit on higher side compared with its competitors.
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Also poor customer care service is another factor.[Annexure 35]REASONS FOR DISSATISFACTION R-GSM (34):
Majority of the respondents are not happy with the quality of network and voiceclarity provided by the R-GSM.
Call conjunction during peak time. Customer care service is not that good[Annexure 36]REASONS FOR DISSATISFACTION R-CDMA (26):
Higher entry cost is one of the major reasons for dissatisfaction among the users.
Also the cost of CDMA handset is much more than GSM handset
Another reason is that call conference system is not available in the pre-paid o
f RCDMA.[Annexure 37]REASON FOR DISSATISFACTION BSNL (40):
Higher cost is one of the major reasons for dissatisfaction among the users of BSNL. Also they think customer care service is not up to the mark.[Annexure 38]REASON FOR DISSATISFACTION VODAFONE (22):
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Few respondent come up with poor voice clarity as one reason.[Annexure 43]RESPONDENTS INTENDING TO CHANGE THEIR OPERATOR:The respondents intend level was capture on a five point scale ranging from Highly Intend to Definitely Not with maximum respondents 52% opt for Definitely Not . That means theywill definitely not change their operator followed by Do Not Intend with 22%.While if we see operator wise:
It is clear that maximum of R-GSM respondent wants to change their operator is nearfuture. Followed by BSNL
Similarly BSNL have got maximum number of respondent who are every muchsatisfied with their operator and they don t want to switch to any other operator.
Followed by AIRTEL.[Annexure 44]
OPERATORS RECOMMEND MOST BY THE RESPONDENT TO THEIR
FRIENDS/RELATIVES
BSNL leads mainly because of good network, attractive tariff and Govt. undertakingbrand.
Followed by VODAFONE which is more popular among the students mainly due tovery low entry cost, free on-net calls and a strong international brand.
Then comes AIRTEL which rides on its good connectivity and brand image.
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After that both R-GSM and R-CDMA comes.[Annexure 45]SOURCES FROM WHICH RESPONDENT GET TO KNOW ABOUT DIFFERENT PREPAIDPRODUCTS AND HANDSET MODELS
As it is expected RETAILER leads as the major source from which respondents gettoknow about different pre-paid products and handset models.
Followed by FRIENDS/RELTIVES who give vital information and also motivates therespondent to use the said product.[Annexure 46]NEWSPAPER READ BY THE RESPONDENT THE MOST:Maximum of the respondents read TIMES OF INDIA followed by DHARITRI.[Annexure 47]
MOST PREFFERED RADIO CHANNEL AMONG THE RESPONDENT:
Maximum of the respondent don t have time to listen to any of the FM channels.
Between the age group of 15-21 and 22-30 maximum of the respondent listen to FMchannels Radio chocolate comes first among the respondent followed by Big FM.[Annexure 48]
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PROBLEM AREAS
FOR R-GSM:
.Poor connectivity and voice clarity is the major factors as almost all therespondents are telling. Poor connectivity means unavailability of signals,call failure, call drop downs etc.
.Higher entry cost than its competitors that why maximum studentrespondents are opting for Vodafone or idea due to lower entry cost.
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.Free on-net calls tariffs are not that attractive compare to its competitors..Brand visibility is poor compared to its competitors.
FOR R-CDMA:.Higher entry cost as it comes with a handset..Handset available with R-CDMA is much costlier than handset available for
GSM..No tie ups with NOKIA or SAMSUNG for R-CDMA.
RECOMMEDATION
The survey and analysis that we have conducted has brought out certain interesting facts andgiven insights into the buyer behavior in case of mobile pre-paid products and handset models.
FOR R-GSM:Focus On Good Connectivity And Low Entry Cost:.In the analysis it has been found that the major influential factors that motivates acustomer are good connectivity and Low entry cost..More than 50% of respondents mention it as one of the major influential factors. .Also an economical on-net call is one of the major motivating factors among student.
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ANNEXURE
Annexure 1
OPERATOR BASEAircel 21Airtel 33BSNL 40R-GSM 34TATAIndicom 13Vodafdone 22R-CDMA 26Virgin 4Idea 7TOTAL 200
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Annexure 2
Annexure 3
Annexure 4
Annexure 5
Annexure 6
Annexure 7
Annexure 8
Annexure 9
Annexure 10
Annexure 11
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Annexure 12
Annexure 13
Annexure 14
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Annexure 15
Annexure 16Annexure 17
Annexure 18Annexure 19
Annexure 20
Annexure 21
Annexure 22
Annexure 14Annexure 14
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Annexure 14Annexure 14
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Annexure 14
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