AIRTEL_IDEA_CUSTOMER_SATISFECTION

8/7/2019 AIRTEL_IDEA_CUSTOMER_SATISFECTION

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PREFACE

The preparation of this report provides u great pleasure in releasing

our work and market experience in few pages which shows over all result

and experienced knowledge and the practical approach about the style of a

professional and think which we found various effecting to our marketing

and product image.

The research termed as A COMPARATIVE STUDY ON COSTOMER

SATISFECTION LEVEL OF AIRTEL AND IDEA Has made an effort to find

out the issues concerning with the BSNL AND other telecommunication

services.


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ACKNOWLEDGEMENT

I am neither a research expert nor a trend spotter. I am a management

student with foundations of management principles and theories, who is

curious about various sectors and its latest happenings.

I am highly obliged to Mr. Gulshan Kumar, Management Department

for his invaluable support; guidance and knowledge that he shared with me

thereby aiding me in making this project a successful research.

Definitely, I cant ignore the technology, with Internet as the

backbone and those search engines which helped me in building up this

research project.

Lastly, I would like to thank the ALMIGHTY and my parents for

their moral and financial support and my colleagues with whom I shared myday-to-day experience and received lots off suggestions that improved my

work quality.

Naval Kishore


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DECLARATION

I hereby declare that I have completed my research project Comparative

study on customer satisfaction level of Airtel and Idea in Bareilly City. I here

also declare that all information in this report is not shared by other person.

Naval KishoreB.B.A VI Sem

Roll NO. 614138


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TABLE OF CONTENT

Introduction & objective

Chapter -1 INTRODUCTION

1.1 Telecom India

Chapter -2INTRODUCTION & SE4RVICES OF MOBILE OPERATOR

2.1 AIRTEL

2.2 IDEA

Chapter - 3RESEARCH METHODOLOGY

Chapter-4 FINDINGS

Chapter- 5 ANALYSES OF THE DATA

Chapter-6 SUGGESTION

Chapter- 7 CONCLUSIONSChapter-8 LIMITATIONS

Chapter- 9 BIBLIOGRAPHY

Chapter -10 ANNEXURE


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INTRODUCTION

India is the most competitive market in the world and boom in telecom has

completely changed the Tele industry scene scenario in India.

Both technologies have been quite successful in increasing the mobile usage

in the country and will likely to continue so in the near future.

The mobile industry of India believes the market still offers lot of

opportunity for both GSM and CDMA techniques while the service

providers have been launching various plans to customers.

Cellular operators are also providing many exciting features to

increase there customers base like hello tunes, ring tones ,mms, GPRS, call

forwarding , call waiting ,voice mail missed call in formations, call

conferencing contents free offers recharge voucher discounts, life time

validity double voucher validity, favorites numbers, right talk.

It is still a big question as to which of to the technologies will lead

eventually.


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OBJECTIVE

The study has been conducted to fulfill following objectives:

To determine the market share of various Mobile operators in Bareilly.

To determine the services of Airtel and Idea

To determine the comparison of customer services of Airtel and Idea.

To know and compare consumer preference of various value added

Services produced by GSM and CDMA players in Bareilly.


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CHAPTER-1

INTRODUCTION

1.1 Telecome India

This was less than five years after the invention of the

commissioning of a 50-line manual telephone exchange in

1882 in Kolkata. This was less than five years after the invention of the

telephone by Alexander Graham Bell. India had approx. 82,000 telephone

connections at the time of independence (1947) and by 1984 the number of

connections had slowly risen to 3.05 million. India's telecom network was

notoriously unreliable and only available to a small section of households

along with the corporate sector. The telecom sector was a government

monopoly until 1994 when liberalisation gradually took place. Cellular service

was launched in November 1995 in Kolkata.


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History of Cellular Telephony in India

1992 Telecommunication sector in India liberalized to bridge the

gap through government spending & to provide additional

resources for the nations telecom target. Private sector

allowed participating

1993 The telecom industry gets an annual foreign investment Rs

20.6 million

1994 License for providing cellular mobile services granted by

the government of India for the Metropolitan cites of Delhi,

Mumbai, Kolkata & Chennai. Cellular mobile service to be

duopoly (i.e. not more than two cellular mobile operators

could be licensed in each telecom circle), under a fixed

license fee regime for 10 years.

1995 19 more telecom circles get mobile licenses

1995(August) Kolkata became the first metro to have a cellular network

1997 Telecom Regulatory Authority of India is set up

1998 Annual foreign investment in telecom stands at Rs 17,756.4

million.

1999 FDI inflow into telecom sector falls by almost 90% to Rs.

2126.7 million

1999 Tariff rebalancing exercise gets initiated

1999(March) National Telecom Policy is announced.

2000(June) FDI inflow drops further down to Rs 918 million coming

2000 Amendment of TRAI Act.


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(January)

1.2 GSM & CDMA comprastion

GSM and CDMA are two different modulation standards. GSM is used

primerily in Europe and CDMA in the US. GSM uses a system called

TDMA to differentiate between different mobile calls, TDMA means Time

Division Multiple Access. CDMA is a much more complex system which

uses digital codes to differentiate between the different mobile calls. CDMA

stands for Code Divison Multiple Access. Mobiles designed for CDMA and

mobiles designed for GSM look very similar, even the construction looks the

same, infact most modern mobiles can operate using either system so that

they can be used around the world.

The world of wireless communication has opened up new vistas of

technology and a number of dedicated attempts to enhance the existent

systems. Each system is unique in its approach and the competition simply

lies in the accessibility and facilities enabled. The sphere of mobile

communication is synonymous with the GSM and CDMA communication

systems, worldwide. The services are not contained or restricted and are

accessible any where.


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To understand the main difference between GSM and CDMA

communication systems, it is essential to understand that while the former is

a universal concept, the latter has emerged out of a proprietary effort. GSM

or the Global System for Mobile communication is an international

organization established in 1987, to develop and enhance wireless

communication, worldwide. CDMA or Code Division Multiple Access is

relatively new in the industry and a design of Qualcomm, a company based

in the United States of America.

The CDMA or Code Division Multiple Access was initiated as an alternative

to GSM or the Global System for Mobile communication. The difference

lies in the speed made available for data transfer, which is traditionally

considered faster with CDMA. Nevertheless, just as diverse as the scope of

wireless mobile communication is, so is the scope for both these industry

giants to outdo one another in.the global market.

Mobile Network Statistics

India's Largest Cellular Operators as at Jan 31 2008

Operator Subscriber Base


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(millions)

Bharti Airtel 57.4

Reliance

Infocomm Ltd.42.6

Vodafone Essar 41.1

Bharat Sanchar

Nigam Ltd. 33.7

Tata

Teleservices

Ltd.

22.5

Idea Cellular

Ltd.22.0

INTRODUCTION TO THE INDIAN MOBILE

SERVICES SECTOR

Indian Telecommunications Industry has entered the age of deregulated

market competition from one of regulated monopoly enjoyed by the

Department of Telecommunications (DoT). The attractiveness of the Indian

market due to its low tele-density, high latent demand and burgeoning
http://www.bhartiteleventures.com/http://www.relianceinfo.com/http://www.relianceinfo.com/http://www.hutch.co.in/http://www.bsnl.co.in/http://www.bsnl.co.in/http://www.tataindicom.com/http://www.tataindicom.com/http://www.tataindicom.com/http://www.ideacellular.com/http://www.ideacellular.com/http://www.bhartiteleventures.com/http://www.relianceinfo.com/http://www.relianceinfo.com/http://www.hutch.co.in/http://www.bsnl.co.in/http://www.bsnl.co.in/http://www.tataindicom.com/http://www.tataindicom.com/http://www.tataindicom.com/http://www.ideacellular.com/http://www.ideacellular.com/


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middle class, brought in some of the largest global telecom players, foreign

institutional investors and major Indian industrial houses to invest in

telecom, especially in the Indian cellular industry.

Growth of the Mobile Industry in India

Until about a few years ago, India had one of the most backward and

stagnant telecom infrastructure facilities ridden with ineffective government

regulations, inadequate financial resources and unaffordability for the

common man. But this sector has seen trailblazing growth from the year

2001. In fact, the increase in wireless subscribers between 1998 and 2003

was approximately 100%. In the beginning of 2005, there were 50.7 million

mobile users in India - including both GSM and CDMA users - and this

number is expected to grow by 20 million in the year 2005-06

Developments in Mobile Technology in India

At present there are two mobile technologies in use in India; Global System

for Mobile Communication (GSM) technology, a type of Time Division

Multiple Access (TDMA) cellular network, and Code Division Multiple

Access (CDMA) 2000 1X technology. However, GSM technology has

limitations in offering a range of broadband services, which CDMA 2000

1X technology that powers WLL can provide. The head start, which cellular

companies had got in wireless, got dissipated once WLL limited mobility

from the service providers like Reliance and Tata Indicom became fully

operational.

There has been an evolutionary change in mobile communication systems

every decade. The first-generation (1G) in the 1980s and second-generation

(2G) cellular systems in the 1990s have been used mainly for voice

transmission and to support circuit-switched services. 1G systems were


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based on analog technologies; however, 2G systems are digital systems such

as the GSM, CDMAOne and PDC.

These systems operate nationwide or internationally, and are todays

mainstream systems. Initiatives such as SMS, WAP, Wi-Fi, Bluetooth, i-

Mode, etc., based on 2G have exploited the data capability of wireless

networks to deliver value-added services to customers. Now third generation

(3G) systems have emerged on the scene and the central theme of these

technologies is the convergence of communication and computing. Other

than voice, 3G supports video telephony, video games, multimedia, net-

browsing, network games, email and downloading, all at a very high data-

transfer rate. The migration from 3G to fourth generation (4G) technology

will be a revolution both from technological and user perspectives. 4G today

is only an evolving concept and there is no real definition of what it will be.

The concept of convergence has already begun with 3G, and 4G will bring

about convergence of communication, computing, broadcasting etc., (Pallab

Dutta, Zen of Mobile Communication,

Government Rules and Regulations

With the advent of GSM in the 90s two mobile licenses were issued per

circle. The licenses were however dogged by ineffective government

regulations, resulting in high consumer pricing (RaboCom, 2004(1)). In

2001 the deregulation of mobile, fixed-line and long distance sectors spurred

growth and allowed many new players to enter the market. The regulatory


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norms introduced by TRAI had a significant impact on the prices of long

distance call charges, reducing them by as much as 80% in just one

year. It reduced the disparity between tariffs of wire line and wireless

services from a factor of 15 to 3. However, the single most important

catalyst that transformed the Indian telecom industry was the WLL

controversy which began in November, 2000 when TRAI proposed that

Basic Service Operators (BSOs) should be allowed to use cellular

technology. Mobile calling on the WLL licenses was restricted to relevant

short distance calling areas (SDCAs). However, the BSOs exploited a

loophole in the license and offered full mobility services by using call

forwarding and multiple number registrations. As a result, the GSM

based operators who had paid a significant license fee (2.5 billion dollars)

contested this decision. This legal battle continued for 3 years and was

finally resolved when the government introduced Unified Licensing making

cellular services technology neutral and allowing WLL players to provide

full mobility after payment of an entry fee equal to what the GSM operators

had paid (RaboCom. 2004(2)). Unified Licensing reduced the regulatory

uncertainty prevailing in the Indian Telecom industry and provided a level

playing field for all the major mobile service providers

Emergence of Strategic Alliances

The telecom industry in India started out with many small and big players.

However, with falling tariffs and greater demands by consumers, it became

difficult for smaller players to survive. This led to a consolidation in the

industry and as of now, there are only a few major players left in the field. A

series of strategic alliances, both formal and informal, have already been

entered into in the Indian Telecom Sector by companies who are either


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constrained by a shortage of resources, do not have an adequate presence in

all geographical markets or driven by such needs as acquiring know-how,

minimizing risks, gaining critical mass or having access to brand names. For

example, Reliance Infocomm has entered into a technology agreement with

Samsung of South Korea to manufacture CDMA handsets in-house. entered

into an equity arrangement and have further plans to join hands with

Bharti. Under this arrangement, the three-company combine will operate in

contiguous and complementary circles with full internal co-ordination, thus

creating in the process, a third front in wire line business, capable of taking

on the incumbent public sector BSNL and MTNL (the first front) and

Reliance Infocomm (the second front). In the cellular segment, a three-

company alliance called "Idea Cellular" has come up. It has a large footprint

(especially in the South) and consists of the cellular businesses of the Tatas,

Birlas and AT&T

Key Players in the Indian Telecom Industry

Bharati Group

It is the largest integrated private sector telecommunications service provider

in India today and has a presence over the entire country. It was the first

private sector company to offer basic services, national and international


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long distance telephony in India. It started offering its services in the mid

90s.

Hutchison Group

It is Indias third largest GSM operator and is part of the $55 billion Hong

Kong based Hutchison Whampoa Group. It initially began operations in one

circle, Mumbai, and has gradually expanded across the country to cover

telecom circles throughout India.

Reliance Infocomm Ltd

It is promoted by Reliance Industries Limited and offers mobile telephony

services on the CDMA platform on a nation wide optical fibre cable network

capable of supporting broadband services. Its strategy has been to acquire a

large subscriber base on the back of low tariffs and then promote calls within

its network to enable yet lower tariffs for its subscribers.

Tata Teleservices Ltd.

Owned by the Tata Group, it provides basic and wireless services on the

CDMA platform. As compared to its peers, the company has not been

aggressive in expanding in the wireless space.

Bharat Sanchar Nigam Ltd.

BSNL is a public sector organisation, wholly owned by Department ofTelecommunication (DoT). It is Indias principal provider of local and

domestic long distance telephony. It offers basic services nation wide,

except for Mumbai and Delhi, where MTNL is the state-run telephony

service provider. On the back of its established and well spread


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infrastructure of telephone exchanges, it has been able to roll out its network

at a rapid pace. factors were decided on the basis of in-depth interviews. The

constituent attributes of the three factors are as follows:

Factor Attributes Comprising the Factor

Call Charges

SMS Rates

Talk Time

Economy

Roaming Charges

Network Coverage

Voice (Transmission) Clarity

Timely SMS Delivery

Performance

Customer Care

Free Number / SMS Offers

Ring-tones & Downloads

News / Sports Updates

Value Added Services

Horoscope and Other Services

As an outcome of this initial study, three main factors were obtained that

are used by students for forming an opinion about a mobile service provider.

These are:

1._ Economy

2._ Performance

3._ Value Added Services


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In all, a total of four focus group discussions, with six students each, and

thirty in-depth interviews were conducted in this phase. Subsequent to this

phase, a survey of students was carried out during the Conclusive Study

Phase, wherein the importance of the different parameters and their

constituents was ascertained.

Conclusive Study Phase

In this phase, a questionnaire was designed using the preliminary datacollected from the Exploratory Phase (APPENDIX A). The questionnaire

was administered to respondents, who were graduate and post-graduate

students from different

Major Players

There are three types of players in telecom services:

-State owned companies (BSNL and MTNL)

-Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)

-Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures,

2.3 Value added services

Value-added services (VAS) are unlike core services. They have unique

characteristics and they relate to other services in a completely different

way. They also provide benefits that core services can not.


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Value-added Service Characteristics

All VAS share the same characteristics:

1. Not a form of basic service but rather adds value total service offering

2. Stands alone in terms of profitability and/or stimulates incremental

demand for core service(s)

3. Can sometimes stand alone operationally

4. Does not cannibalize basic service unless clearly favorable

5. Can be an add-on to basic service, and as such, may be sold at a

premium price

6. May provide operational and/or administrative synergy between or

among other services not merely for diversification

Every VAS will demonstrate one or more of the above characteristics.

Furthermore, a value-added service will never stand in stark contrast to any

of the above characteristics.

VAS also have a certain time dimension associated with them. Subjectively

speaking, a value-added service today becomes a basic service when it

becomes sufficiently common place and widely deployed to no longer

provide substantive differentiation on a relative basis.

Relationship to other Services

There are two types of VAS. The first service type are those value-added

services that stand alone from an operational perspective. These types of

services need not be coupled with other services, but they can be. Many non-

voice services fall into this category. They are often provided as an optional


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service along with voice services, but they could be offered and used by

themselves without the voice service. For example, SMS could be offered

and used as a service without voice calling.

The second, and arguably more numerous and important type of VAS, are

those services that do not stand-alone. Instead, this category adds value to

existing services. While it seems implicit in the definition of value-added,

this is an important principle that makes value-added services stand apart

from other services.

Value-added Services Examples

There are many services that could be considered "value-added". For

discussion purposes, we will a few of these services below.

Push-to-Talk

Push-to-Talk (PTT) is a VAS because it:

Drives additional revenue to the wireless carrier, but doe notcannibalize existing revenues

Provides differentiated service offerings

May be packaged with various other VAS such as MIM to provide

even greater value

Call Management Services

This type of service can not stand alone as a service. Instead, it adds value to

a core service by allowing the subscriber to manage incoming and/or

outgoing calls. For example, value-added service interactions occur when

the subscriber receives a call. Many call management services allow the
http://www.mobilein.com/push_to_talk.htmhttp://www.mobilein.com/push_to_talk.htm


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subscriber to establish when, where, and under what circumstances they may

be reached by calling parties. This provides value to the core service - voice

communications - by way of increased control and flexibility.

Depending on the specific commercial situation, this value-added service

could be offered as either a premium service (at a premium price) or be

bundled with other the core service offering. The benefit of bundling would

be to provide a differentiated core service and/or to increase the use of the

core service.

Location Sensitive Billing

This is another example of a service that can not stand-alone. Instead,

location sensitive billing (LSB) adds value to the core service by location

enabling the core service. Location sensitive billing can be used in

conjunction with post-paid, prepaid, and/or VPN based mobile

communications services to establish zones for which differentiated billing

treatment may be applied. For example, a "home zone", "work zone", and

"premium price zone" could be established to allow an operator to offer

differentiated service to its customers.

This is viewed as a value-added service to both the customer and the mobile

operator. The customer benefits from LSB through his ability to use the

mobile phone at preferred rates based on location. The wireless carrier

benefits from incremental revenues derived from additional usage and from

premium charge zones where there is already high demand and perhaps

overly taxed system capacity. While the issue of potential cannibalization of


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existing service arises, customer behavior and studies indicate a net benefit

derived from overall increased usage and revenues.

Taken together, call management services and LSB also depict characteristic

number six, operational synergy. Call management services add value in

terms of providing the user options depending on location. For example, the

user may want to receive certain calls at the home zone, but not at work, and

perhaps receive only urgent calls when traveling or on vacation. LSB

provides the additional synergistic benefit of location based billing when the

user is in those various locations.

Mobile Data Services

This is an example of a value-added service that does stand-alone. Mobile

data services are considered value-added because they depict many of the

characteristics discussed earlier.

Does not cannibalize existing services

Can be offered at a premium price

Provides differentiation

Can provide synergy with basic service

Largely due to the current state of mobile communications evolution, many

non-voice services can be considered to be value-added. However, the extent

to which additional value-added services can be layered on top of mobile

data services will determine the limit of their value. For example, many non-

voice services will have even greater value through personalization. Two of

the most significant ways to personalize wireless services are through

location enabling them and making them personal profile driven.


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Mobile data services are utilized to obtain information, content, and to

perform transactions. All of these activities are more meaningful if they are

tailored to the individual. Location based services add value by way of

putting the data into a location context for the user. Personal profiles further

enhance the value through Personalization.

COMPANY PROFILE

BHARTI AIRTEL LIMITED

Bharti Airtel Limited, a part ofBharti Enterprises is India's leading

provider of telecommunications services.
http://www.mobilein.com/location_based_services.htmhttp://www.mobilein.com/personalization.htmhttp://www.mobilein.com/location_based_services.htmhttp://www.mobilein.com/personalization.htm


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Bharti Telecom Limited is the promoter company of Bharti Airtel

Limited.

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited

(Bharti), Indias largest private integrated telecom player since October 2001. He is

the board director since July 1995.

Bharti Airtel Limited was established on July, 07, 1995 as a Private Company Limited.

Sunil Mittal was one of the first entrepreneurs to identify the mobile

telecom business as a major growth area and launched services in the

city of Delhi and the National Capital Region in the year 1995.

Some of the Feathers in the cap of Mr. Sunil Bharti Mittal are

Best Asian Telecom CEO, Telecom Asia Awards 2005

Best CEO, India, Institutional Investor, 2005

Business Leader Of The Year, Economic Times, 2005

Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young

He is also the Board Member of the Global GSM Association.

Sunil is an alumnus of Punjab University and has completed the Owner/President

Management Program from Harvard Business School.

Awards and Recognitions

For the Year 2006 2007


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Sunil Bharti Mittal is CEO of the Year at the Frost & Sullivan Asia Pacific ICT

Awards 2006 & Bharti Airtel bags Wireless Service Provider of the Year' and

'Competitive Service Provider of the Year'

Bharti Tele-Ventures is the BEST INDIAN CARRIER at Telecom Asia Awards

2006

Bharti Airtel Limited was the first private operator to have an all

India presence.It has23,072,579 GSM mobile and 1,504,840 broadband & telephone

(fixed line) customers (as at month ended June 30, 2006).

The businesses at Bharti Airtel have been structured into three

individual strategic business units (SBUs) - mobile services,

broadband & telephone services (B&T) & enterprise services.

The mobile services group provides GSM mobile services across India

in 23 telecom circles, while the B&T business group provides

broadband & telephone services in 90 cities. The Enterprise servicesgroup has two sub-units - carriers (long distance services) and

services to corporate. All these services are provided under the Airtel

brand.

The mobile services are provided underMobility leaders business group. The

broadband & telephone services and enterprise services comes under the Infotel leaders

business group.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National

Stock Exchange of India Limited (NSE).


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Partners

The company has a strategic alliance with Singapore Telecommunications Limited,

Singapore (SINGTEL), which owns it by 30.8%. Pastel Limited is the investment

company of SINGTEL.

The company also has a strategic alliance with Vodafone, UK; which

Has 10% ownership in it.

The companys mobile network equipment partners include Bird, Ericsson, Motorola

and Nokia.

In the case of the broadband and telephone services and enterprise services (carriers),

equipment suppliers include Siemens, Nortel, Corning, among others.

The Company also has an information technology alliance with IBMfor its group-wide

information technology requirements and with Nortel for call center technology

requirements.

The call center operations for the mobile services have been outsourced to

IBM Daksh, Hinduja TMT, Teletech & Mphasis.
http://www.singtel.com/http://www.singtel.com/


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Besides these companies some other share holders ofBharti Airtel Limited

are CITI GROUP GLOBAL MARKETS MAURITIUS, MORGAN STANLEY &

COMPANY INTERNATIONAL LIMITED, LIC

Corporate Governance

Bharti Airtel Limited firmly believes in the principles of Corporate Governance and is

committed to conduct its business in a manner, which will ensure sustainable, capital-

efficient and long-term growth thereby maximising value for its shareholders, customers,

employees and society at large. Companys policies are in line with Corporate

Governance guidelines prescribed under Listing Agreement/s with Stock Exchanges and

the Company ensures that various disclosures requirements are complied in letter and

spirit for effective Corporate Governance.

During the financial year 2003-04, your Company was assigned

highest Governance and Value Creation (GVC) rating viz. Level 1

rating by CRISIL, which indicates that the companys capability with

respect to creating wealth for all its stakeholders is the highest, while

adopting sound Corporate Governance practices.This rating was re-

affirmed by CRISIL on April 20,2006.

Vision

By 2010 Airtel will be the most admired brand in India:

Loved by more customers


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Targeted by top talent

Benchmarked by more business


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Airtel & Visual Identity

For a brand to be successful, it must build enduring relationships with its

different audiences. Integral to this relationship is the visual image of the

brand the consumer carries in his/her mind. The Airtel brand image is

created through the consistent application of a carefully developed visual

identity, which helps Airtel distinguish itself in a cluttered market. Airtel's

visual identity helps create instant brand recall and strengthens the

relationships that its audiences have with it.

The Airtel visual identity has different elements that work together to create a strong and

consistent identity for the brand. The most important of these are:


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The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand

that is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style


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Airtel Postpaid Connection

As it is clear with its name Postpaid, it allows user to pay charges after his usage. Airtel

Postpaid connection is a service recommended for regular users. This connection allows

the users to pay for their usage on monthly basis.

Documents Required for Airtel Connection.

According to a directive from Department of Telecom on the additional

documentation requirement for the customers of mobile services, the

following documents are mandatory and have to be collected from allcustomers:

1. Photograph

2. Proof of Address- Arms license, Ration Card, Telephone / Electricity

Bill.

3. Proof of Identity Any photo identity card, Income Tax PAN Card.

Airtel One 249 Plan

ONE TIME CHARGES

Activation Charges 150

Security Deposit 500


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MONTHLY CHARGES (FIXED)

Bill Plan Charge 150

Monthly Rental 299 INCLUSIVE OF BILL PLAN CHARGE & CLIP

CLIP 50

Airtel Other GSM Landline/CDMA

LOCAL RATES 0.50 1.00

STD RATES

50-200 KM 2.00 2.00 2.00

200-500 KM 2.00 2.00 2.00

500+ KM 2.00 2.00 2.00

ISD

USA, Canada, Europe (Fixed Line),Australia, Singapore, Hong Kong,

Thailand, Malaysia, Indonesia, New

Zealand.

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Gulf, Europe (Mobile), SAARC

countries, Africa & Rest of the world

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Cuba, Sao Tome & Principe, Guinea

Bissau, Diego Garcia, Nauru, Solomon

Islands, Vanuatu, Cook Islands,

Tuvalu, Tokelau, Norfolk Island,

Sakhalin

40.00

SMS

Local 1.00


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National 2.00

International 5.00

VAS 3.00

One World 699

ONE TIME CHARGES

Activation Charges Rs. 250

Security Deposit NA

MONTHLY CHARGES (FIXED) 699

Bill Plan Charge Rs. 600

Monthly Rental Rs. 99

CLIP NA

Any Other Charges NA

MONTHLY CHARGES (OPTIONAL)

CLIP NA


LOCAL RATES Re. 1 per 2 min Re. 1 per min Re. 1 per min

STD RATES

50-200 KM Re. 1 per 2 min Re. 1 per min Re. 1 per min


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200-500 KM Re. 1 per 2 min Re. 1 per min Re. 1 per min

500+ KM Re. 1 per 2 min Re. 1 per min Re. 1 per min

ISD

USA, Canada, Europe (Fixed Line),

Australia, Singapore, Hong Kong,


Zealand.

Rs.2.99 per min*



Rs.9.99 per min





Sakhalin

Rs. 40.00 per min

SMS

Local Re.1

Local CDMA Re.1

National Re.1

International Re.5

VAS Rs.3


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Group Save 249

ONE TIME CHARGES

Activation Charges Rs. 250

Membership Fee Rs. 250

Security Deposit NA


CLIP NA


CLIP NA


LOCAL RATES Rs. 0.50/min Re. 1 Re.1

STD RATES

50-200 KM Rs.2.40/min Rs.2.40/min Rs.2.40/min


500+ KM Rs.2.40/min Rs.2.40/min Rs.2.40/min


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ISD




Zealand.

Rs.7.20/min



Rs.9.99/min





Sakhalin

Rs.40.00/min

SMS

Local 50p

Local CDMA 50p

National Rs.2.00

International Rs.5.00

VAS Rs.3.00

Special CUG Offer:

All local calls within the group - 30p/min.

2.All STD calls within the group - 30p/min

3.All roaming outgoing calls within the group - 30p/min

Minimum member in a group required - 5


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India Roam 399


Bill Plan Charge Rs.300

Monthly Rental Rs.99

CLIP NA


CLIP NA


LOCAL RATES Re.1 per 2 min Re.1 per min Re.1 per min

STD RATES

50-200 KM Re.1 per 2 min Re.1 per min Re.1 per min

200-500 KM Re.1 per 2 min Re.1 per min Re.1 per min

500+ KM Re.1 per 2 min Re.1 per min Re.1 per min

ISD




Zealand.

Rs.7.20 per min

Gulf, Europe (Mobile), SAARCcountries, Africa & Rest of the world

Rs.9.99 per min





Rs.40.00 per min


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Sakhalin

SMS

Local Re.1

Local CDMA Re.1

National Re.1

International Re.1

VAS Re.3

CLIP waived off in this plan

National Roaming rent is waived.

No additional Security Deposit required for National Roaming

India Home 299


CLIP NA


CLIP NA


LOCAL RATES Re.1 for 2 min Re.1/min Re.1/min

STD RATES


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50-200 KM Re.1/min Re.1/min Re.1/min

200-500 KM Re.1/min Re.1/min Re.1/min

500+ KM Re.1/min Re.1/min Re.1/min

ISD




Zealand.

Rs. 7.20



Rs. 9.99





Sakhalin

Rs. 40.00

SMS

Local Re.1

Local CDMA Re.1

National Re.1

International Re.5

Roaming charges in Airtel network :-

Incoming calls at Re.1/min Outgoing Local calls at Re.1/min

Outgoing STD calls at Re.1/min

Outgoing Local & National SMS at Re.1/msg


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Advance Rental Plan 499


Bill Plan Charge Rs.499

CLIP Rs.50/-


LOCAL RATES Rs.1.75/min Rs.1.75/min Rs.1.75/min

STD RATES




ISD




Zealand.

Rs.7.20/min


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Rs.9.99/min





Sakhalin

Rs.40/min

SMS

Local 30 paise

National Rs.2

International Rs.5

Rental waived off for 12 months

All customers activated in this plan will be migrated to Airtel One 249 Plan once

the advance rental tenure gets over.

Local Toping 1 : Available at Rs.25

Calls: Airtel to Airtel Mobile @ Re.1/-


Calls: Airtel to any local Mobile or Landline @ Re.1/-


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Bill Plan Charge Rs. 799

CLIP Rs. 50/-



STD RATES




ISD




Zealand.

Rs.7.20/min



Rs.9.99/min





Sakhalin

Rs.40/min

SMS

Local 30 paise

National Rs.2


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International Rs.5








Top



Bill Plan Charge Rs. 999/-

CLIP 50



STD RATES




ISD
http://www.airtelworld.com/9/postpaid_tariff.htm#tophttp://www.airtelworld.com/9/postpaid_tariff.htm#top


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Zealand.

Rs.7.20/min



Rs.9.99/min





Sakhalin

Rs.40/min

SMS

Local 30 paise

National Rs.2

International Rs.5









47/81

COMPANY PROFILE

IDEA CELLULAR

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

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

2007.

As India's leading GSM Mobile Services operator, IDEA Cellular has

licenses to operate in all 22 Service Areas. Presently, operations exist in 11


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Service Areas covering Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh,

Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal

Pradesh, UP-East, Rajasthan and Kerala. With a customer base of over 26

million, IDEA Cellular's footprint currently covers approximately 60% of

India's telecom population.

Idea Cellular is a wireless telephony company operating in various states in

India. It initially started in 1995 as a join venture between the Tatas, Aditya

Birla Group and AT&T by merging "'Wings Cellular'" operating in Madhya

Pradesh,UP West,Rajasthan and Tata Cellular as well as Birla AT&T

Communications.

Initially having a very limited footprint in the GSM arena, the acquisition of

Escotel in 2004 gave Idea a truly pan-India presence covering Maharashtra

(excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh,

Chattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and

Delhi (inclusive of NCR).

The company has its retail outlets under the "Idea n' U" banner. The

company has also been the first to offer flexible tarrif plans for prepaid

customers. It also offers GPRS services in urban areas.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has

the distinction of offering the most customer friendly and competitive Pre

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

market.
http://en.wikipedia.org/wiki/Telephonyhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/1995http://en.wikipedia.org/wiki/Tata_Grouphttp://en.wikipedia.org/wiki/Aditya_Birla_Grouphttp://en.wikipedia.org/wiki/Aditya_Birla_Grouphttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/w/index.php?title=Escotel&action=edit&redlink=1http://en.wikipedia.org/wiki/2004http://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Goahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Madhya_Pradeshhttp://en.wikipedia.org/wiki/Chattisgarhhttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Haryanahttp://en.wikipedia.org/wiki/Keralahttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/GPRShttp://en.wikipedia.org/wiki/Telephonyhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/1995http://en.wikipedia.org/wiki/Tata_Grouphttp://en.wikipedia.org/wiki/Aditya_Birla_Grouphttp://en.wikipedia.org/wiki/Aditya_Birla_Grouphttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/GSMhttp://en.wikipedia.org/w/index.php?title=Escotel&action=edit&redlink=1http://en.wikipedia.org/wiki/2004http://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Goahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Madhya_Pradeshhttp://en.wikipedia.org/wiki/Chattisgarhhttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Haryanahttp://en.wikipedia.org/wiki/Keralahttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/GPRS


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

brand known for their many firsts, Idea is only operator to launch GPRS and

EDGE in the country. Idea has received international recognition for its

path-breaking innovations when it won the GSM Association Award for

"Best Billing and Customer Care Solution" for 2 consecutive years

IDEA Cellular is part of the Aditya Birla Group, a US$ 24 billion

corporation with a market cap of US$ 31.5 billion and in the league of

Fortune 500. Anchored by an extraordinary force of over 100,000 employees

belonging to 25 different nationalities, over 50% of its revenues flow from

its overseas operations. The Group has been adjudged The Best Employer

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

Wall Street Journal Study 2007.

The combined holding of the Aditya Birla Group companies in IDEA stands

at around 57 per cent.

With ambitious future plans, the company is poised for rapid growth across

the whole country.

The Indian telecommunications market for mobile services is divided into 22

"Service Areas" classified into "Metropolitan", Category "A", Category "B

and Category "C "service areas by the Government of India. These

classifications are based principally on a Service Areas revenue generating

potential.

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

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


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Licenses for the Maharashtra and Gujarat Service Areas were awarded in

December 1995, with network rollout and commercial launch achieved in

1997. In January 2001 the mobile operations in Andhra Pradesh Service

Area were integrated with IDEA through a merger with Tata Cellular

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

Area were fully integrated with IDEA through an acquisition of RPG

Cellcom Limited. In October 2001, the license for Delhi Service Area was

acquired during the fourth mobile license auction, with network rollout and

commercial launch in November 2002. In January 2004, Escotel Mobile

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

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

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

2004.

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

Pradesh.

Licenses for these New Service Areas were acquired through the acquisition

of Escotel (Escorts Telecommunications Limited).

Following significant investment in the roll-out of network in the New

Service Areas, amounting to approximately Rs. 4,678 million upto

September 30, 2006, a full commercial launch of mobile services was

achieved in the New Service Areas between September and November 2006

in a manner which also met the network roll-out requirements of the licenses

in 2007.


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One of India's leading GSM mobile service operators, IDEA Cellular is

headquartered in Mumbai and has over 21 million subscribers. IDEA has

licenses to operate in 13 circles comprising states of Mumbai, Delhi, UP,

Uttaranchal, Haryana, Rajasthan, Madhya Pradesh, Chattisgarh, Gujarat,

Maharashtra (excluding Mumbai), Goa, Andhra Pradesh, Bihar and Kerala.

IDEA's footprint covers approximately 70 per cent of the national market for

mobile telephony. Idea is targeting roll out in Mumbai and Bihar circles

shortly for which spectrum is already allotted. IDEA has also received Letter

of Intent for remaining 9 circles.

IDEA offers GPRS on all its operating networks for both postpaid and pre-

paid services, and was the first company to demonstrate and commercially

launch the next generation EDGE technology for its Delhi Circle. IDEA has

also been a

pioneer in technology usage by employing satellite connectivity to reach

inaccessible rural areas in Madhya Pradesh.

A leader in value-added services, innovation is central to IDEA's VAS

products. IDEA was the first to offer 'Global SMS' in over 540 networks

across all technology platforms, and the first to offer a voice portal with

'SAY IDEA'. IDEA has also recently launched services like Press * to copy

a Dialer tone,

IDEA TV first GSM Multi channel mobile television experience,

IDEATIMES The first MMS magazine, Voice chat, Instant Messenger and

more. IDEA has also launched its PCO service to reach a customer base.

IDEAs tariff plans have been customer friendly, catering to unique needs of

different consumer segments. 'WOMENS CARD' is meant to fulfill special

needs of women on the move, and YOUTH CARD specifically caters to


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the emerging youth segment.

IDEA is also the only Indian GSM operator to win the GSM Association

Award in the Best Mobile Technology category for the 'Best Billing and

Customer Care Solution', both in 2006 and 2007.

Truly, an IDEA can change your life

Holding

Initially the Birlas, the Tatas and AT&T Wireless each held one-third

equity in the company. But following AT&T Wireless' merger with Cingular

Wireless in 2004, Cingular decided to sell its 32.9% stake in Idea. This stake

was bought by both the Tatas and Birlas at 16.45% each.

Tata's foray into the cellular market with its own subsidiary, Tata Indicom, a

CDMA-based mobile provider, cropped differences between the Tatas and

the Birlas. This dual holding by the Tatas also became a major reason for the

delay in Idea being granted a license to operate in Mumbai. This was

because as perDepartment of Telecom (DOT) license norms, one promoter

could not have more than 10% stake in two companies operating in the same

circle and Tata Indicom was already operating in Mumbai when Idea filed

for its license.

The Birlas thus approached the DOT and sought its intervention, and the

Tatas replied by saying that they would exit Idea but only for a good price.

On April 10, 2006, the Aditya Birla Group announced its acquisition of the

48.18% stake held by the Tatas at Rs. 40.51 a share amounting to Rs. 44.06

billion. While 15% of the 48.14% stake was acquired by Aditya Birla

Nuvo, a company in-charge of the Birlas' new business initiatives, the
http://en.wikipedia.org/wiki/AT%26T_Wirelesshttp://en.wikipedia.org/wiki/Cingular_Wirelesshttp://en.wikipedia.org/wiki/Cingular_Wirelesshttp://en.wikipedia.org/wiki/2004http://en.wikipedia.org/wiki/Tata_Indicomhttp://en.wikipedia.org/wiki/CDMAhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/2006http://en.wikipedia.org/wiki/AT%26T_Wirelesshttp://en.wikipedia.org/wiki/Cingular_Wirelesshttp://en.wikipedia.org/wiki/Cingular_Wirelesshttp://en.wikipedia.org/wiki/2004http://en.wikipedia.org/wiki/Tata_Indicomhttp://en.wikipedia.org/wiki/CDMAhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/2006


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remaining stake was acquired by Birla TMT holdings Private Ltd., an AV

Birla family owned company.Currently, Birla Group holds 98.3% of the

total shares of the company.

Idea has successfully launched 5 more new circles (states) in India viz.

Bihar, Jharkhand,Orrisa,Mumbai and UP (East) to make itself a pan-India

player. Recently, Idea got licenses to operate in Mumbai & Bihar. They are

awaiting the spectrum from DoT

Subscriber Base

Idea's subscriber base as of December2007 according to the Cellular

Operators Association of India is as follows

Maharashtra and Goa - 4,881,444

Madhya Pradesh and Chhattisgarh - 3,226,230

Andhra Pradesh - 3,252,035

Kerala - 2,704,888

Gujarat - 2,623,072

Uttar Pradesh (West) - 2,568,279

Delhi - 1,897,693

Haryana - 980,760

Uttar Pradesh (East) - 967,862

Rajasthan - 824,805

Himachal Pradesh - 74,505

Totalling to 21,054,027 or12.46%(Approx.) of the total 192,696,402[1]

mobile connections in India

BOARD OF DIRECTORS
http://en.wikipedia.org/wiki/2007http://www.coai.in/archives_statistics_2008_q1.htmhttp://www.coai.in/archives_statistics_2008_q1.htmhttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Goahttp://en.wikipedia.org/wiki/Madhya_Pradeshhttp://en.wikipedia.org/wiki/Chhattisgarhhttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Keralahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Haryanahttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Himachal_Pradeshhttp://en.wikipedia.org/wiki/Idea_cellular#cite_note-0%23cite_note-0http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/2007http://www.coai.in/archives_statistics_2008_q1.htmhttp://www.coai.in/archives_statistics_2008_q1.htmhttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Goahttp://en.wikipedia.org/wiki/Madhya_Pradeshhttp://en.wikipedia.org/wiki/Chhattisgarhhttp://en.wikipedia.org/wiki/Andhra_Pradeshhttp://en.wikipedia.org/wiki/Keralahttp://en.wikipedia.org/wiki/Gujarathttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Haryanahttp://en.wikipedia.org/wiki/Uttar_Pradeshhttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Himachal_Pradeshhttp://en.wikipedia.org/wiki/Idea_cellular#cite_note-0%23cite_note-0http://en.wikipedia.org/wiki/India


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Mr. Kumar Mangalam Birla (Chairman)Smt. Rajashree BirlaMr. M.R. PrasannaMr. Saurabh MisraMr. Sanjeev Aga (Managing Director)Mr. Arun ThiagarajanMs. Tarjani VakilMr. Mohan GyaniMr. Biswajit Anna SubramanianMr. Gian Prakash Gupta

Prepaid Recharge - UPW


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MRP Service tax Processing

Fee

Talk Time Validity MOU Description

From To From To From To From To

100 108 11.0011.8

810 79.00 86.12 0 56 62

109 109 11.99 97.01 0 0 30 0 0Free 265 I2I

mins

110 117 12.1012.8

710.00 87.90 94.13 0 63 67

118 118 12.9812.9

8105.02 0 0 0 0 0

All local calls

@ 50 paise

and all std

calls @ Re.1

119 149 13.0916.3

910 95.91

122.6

10 69 88

150 198 16.521.7

8128.64 4.86 47.58 30 3 34

199 199 21.8921.8

9 156 21.11 21.11 60 15 15

200 200 22 22 0 178 178 0 12712

7

201 209 22.1122.9

9128.64 50.25 57.37 30 36 41

211 250 23.21 27.5 128.6 59.19 93.9 30 42 67

251 296 27.6132.5

6 120103.3

9

143.4

4 30 7410

2

297 297 32.6732.6

7254.33 10 10

Super

lifelong7 7

298 298 32.78 32.7 120 145.2 145.2 30 104 10


56/81

8 2 2 4

299 299 32.8932.8

9116.11 150 150 15 107

10

7

300 300 33 33 0 267 267 0 19119

1

301 302 33.1133.2

2110

157.8

9

158.7

830 113

11

3

303 303 33.3333.3

3156

113.6

7

113.6

760 81 81

304 344 33.4437.8

4110

160.5

6

196.1

630 115

14

0

345 345 37.9537.9

5257.04 50.01 50.01 180 36 36

451 494 49.6154.3

4110

291.3

9

329.6

630 208

23

5

495 495 54.4554.4

5430.55 10 10 Lifetime 7 7

496 600 54.56 66 110

331.4

4 424 30 237

30

3

601 665 66.1173.1

5117

417.8

9

474.8

545 298

33

9

666 666 73.2673.2

6243.37

349.3

7

349.3

790 250

25

0

667 750 73.37 82.5 117476.6

3550.5 45 340

39

3

996100

0

109.5

6110 150

736.4

4740 90 526

52

9

Assumptions


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58/81


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Chapter -3

RESEARCHMETHODOLOGY


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SAMPLING PLAN

The Sampling plan was designed as follows:

Sampling Unit: Sampling Units are those people who are above the age

of 18 years, they are belonging to different in Income levels that is below the

Rs.50,000 Rs.50,000-1,00,000 Rs.1,00,000-2,00,000 and more thenRs.2,00,000 these income is yearly.

Sample Size: The sample size of my data is 100. People are belonging

to the different areas of urban Bareilly.

COLLECTION OF DATA

The task of data collection begins after a research problem has been defined

and research design is chalked out. While deciding about the method of data

collection to be used for the study; the researchers should keep in mind two

types of data i.e. Primary and Secondary data.

The primary data are those which are collected afresh and for the first time,

and thus happen to be original in character. The secondary data on other hand

are those which have already been collected by someone else and which have


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already been passed through the statistical process. The data used for the

present research is primary data. The different methods that are used for

collecting primary data are as follows:

A) Contact Method:

The 'contact method ' considering the short coming was selected to personal

interview.

B) Observation Method:

The present investigation was done on the basis of making note of behavior

and gestures of the target customers.

C) Questionnaire Method:

The method of data collection is quite popular and is being adopted by

researchers, private individuals and organization.

D) Schedule Method:

The method of data collection is very much like the collection of data through

questionnaire, with little difference which lies in the fact that schedules are

being filled in by the enumerates who are specially appointed for the purpose,

these enumerators go to the respondents along with the schedule and put up

the question. Inferences are drawn on the answers given by them.


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Chapter-4

FINDINGS


63/81


64/81

Occupation

Intermediate Graduate P graduate others

16% 29% 33% 22%

occupation

intermediate

graduate

p.graduate

others

Q1. Do you have any mobile?


65/81

Yes No

97% 3%

Q.2 Which Mobile service do you use?


66/81

Gsm Cdma

76% 24%

Q.3 which operation/service you prefer in GSM?


67/81

BSNL VODAFONE AIRTEL IDEA

17% 13% 39% 31%


68/81

Q.4 Are you interested in internet facility provided by mobile

operators?

YES NO

34% 67%

Q.5 For that which company you choose?


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AIRTEL IDEA RELIANCE VODAFONE

28% 45% 23% 4%

28

45

23

4

AIRTEL

IDEA

RELIANCE

VODA

Q.6 DO you use the life time or incoming facility?


70/81

YES NO

71% 29%

Q.7 Do you have more than one Mobile?


71/81


72/81

AIRTEL BSNL RELIANCE VODAFONE TATA

5% 42% 23% 18% 12%

Q.9 Are you satisfied with tariff rate of recharge voucher of

your mobile phone service?


73/81

YES NO

32% 68%

Chapter-5

FINDINGS-ANALYSIS


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On the basis of research there are following findings may be exploited:-

Now it is time of vast competition of telecommunication industry. Noone is perfect now a days.

AIRTEL is more bigger player in this industry and obliviously in the

Bareilly region after that BSNL is there and now a days IDEA is also

in growth of telecommunication

Most of people are having more than two cells for themselves

People are not satisfied with the billing system of postpaid mobiles and

they are excited with the tariff plans and messages cards for SMSs

Some people are using CDMA sets for roaming facility.

Many people use internet through mobile. People are using Bluetooth

device for more ease

Incoming facility is good and customers take facility of this.


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Chapter-6

SUGGESTION

Suggestions are valuable which play a vital role in any area of Business.

They not only help to develop the product but also enable it to stay in Tune

with the changing tastes and preferences of customers.

There should be proper management of telecommunication devices

which will be more compliable for customer loading case of Airtel

There must be local Service Point.

The Complaints must be attained with the period of 24 hours in Airtel

specifically

Airtel services should to give more emphasis on internet and voice

quality and other facility also.

The employee should make better relation with customer.

The company should conduct seminar and awareness program of

telecommunication services.

Emphasis on better advertising by services.

Take feedback with customer time to time for improving their

services.

Improving there services and makes better relation with customer.

Communicate with customer for knowing the problem of customer in

respect with services.

Improve services by the customer care.


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Chapter-7

CONCLUSION

The conclusion of my research report is that none is best one in

telecommunication services.

Idea is growing vastly time to time

It is found in the research the tata indicoms is not as good due to

voice unclearty.

Generally BSNL customer faces more discomfort with network, it is

due to overloading of customerbase and relatively lack of machines

and management.

At this time airtel is good and it may be said that its leader of this time

. Some new services is now coming as virgin.

Reliance is also good in the area and launching new schemes also.


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Chapter-8

LIMITAION

Since the feedback of the customers was done through Questionnaire

major limitation was unavailability of customers thus leading to

highly low success rate.

Most of the customers were so furious that they refused to part with

any information.

Employees of company were so furious that they dont interested in

giving any information about broadband.

Time factor


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Chapter-9

BIBLIOGRAPHY

www.ideacellular .com

www.airtel.com

www.relianceinfo.com

Research Metholodgy C.R.Kothari


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Chapter-10

QUESTIONNAIRE

NAME- .

AGE-..

GENDER-..

OCCUPATION. - ..

EDUCATION-..

CONTACT NO.-..

Q1. Do you have any mobile?

a) YES B) NO

Q.2 Which Mobile service do you use?

A) CDMA b) GSM

Q3. Which operation/service you prefer in GSM?

a) BSNL B) IDEA

C) AIRTEL D) VODAFONE

Q4. Are you satisfied with the billing system of your company?


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A) YES B) NO

Q5 Are you interested in internet facility provided by mobile operators?

A) YES B) NO

Q6. For that which company you choose?

A) AIRTEL B) BSNL

C) IDEA D) VODAFONE

Q.7. DO you use the life time or great incoming facility?

A) YES B) NO

Q.8 Do you have more than one Mobile?

A) YES B) NO

Q.9 By which you make call?

A) AIRTEL B) BSNL

C) RELIANCE D) IDEA

E) TATA


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Q.10 Are you satisfied with tariff rate of recharge voucher of your mobile

phone service?

A) YES B) NO

Q.11 Any suggestion for your mobile company

.................................................................................................................

...............................................................................................................................................

.