Description
PROJECT ON COMPARATIVE STUDY OF RELIANCE AND TATA INDICOM
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A
DESSERTATION REPORT
ON “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN RELIANCE INFOCOMM WITH TATA INDICOM”
Vs.
IN DEHRADUN
In the partial f lfill!ent "f the #e$ree "f
“MASTER OF BUSINESS ADMINISTRATION”
Session 2010-2011
Superv se! to: Su"m tte! "#: $rs. SU$AN %I& NARENDER 'U$AR ()A*U+T, -UIDE. $/A (I% Semester. 0N/DH123
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TABLE & CONTENT
S.no 1 2 * + , 4 1.* S"o/e o3 !e$e"o) 5 7 10 11 12 13 14 15 16 O89e"!i6e C.a/!e 20- 2.1 Resea ". Me!.o(o$o%2 2.2 Re6ie' o3 $i!e a!# e 2.* E)/i i"a$ Ana$2sis C.a/!e *0- Fin(in% Suggest o4s Con"$#sion :#es!ionnai e 1.+ Te$e"o) se 6i"es in In(ia **5 *7 +1 +7 -1 -2 -* -De"$a a!ion A"&no'$e(%e)en! A"&no'$e(%e)en! A"stract summer# Intr"# %ti"n C.a/!e 10- 1.1 1is!o 2 o3 e$ian"e !e$e"o) 1.2 1is!o 2 o3 Ta!a in(i"o) Pa !i"#$a Pa%e no * + , 10 24 *2
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DECLARATION
I Narender kumar a student MBA (2008-2010) batch of ICFAI nat ona! co!!e"e #ehradun do here b$ dec!are that th s %ro&ect ent t!ed “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN
RELIANCE INFOCOMM WITH TATA INDICOM in Saharanp r an# #ehra# n ”.
'e(u red n %art a! fu!f !!ment of the de"ree of Master of Bus ness Adm n strat on) to the best of m$ kno*!ed"e s the or " na! *ork++
A*'NO5+ED-E$ENThttp://www.gameswala.com/
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A forma! statement of ackno*!ed"ement * !! hard!$ meet the ends of &ust ce n the matter of e,%ress n" m$ dee% sense of "rat tude and ob! "at on to a!! those *ho he!% me n the com%!et on of th s thes s+ I am ndebted to m$ %ro&ect "u de Mrs+ -.MAN /I0 *hose 1ersat ! t$ of creat 1eness) nterest and enthus asm "a1e a ne* d mens on to m$ *ork * th a motto- 2to seek) to str 1e) and not to $ e!d3+ I *ou!d ! ke to e,%ress m$ "rat tude to a!! m$ fr ends *ho he!% me a !ot throu"hout th s 4hes s+ 5ast but not the !east) I *ou!d ! ke to thank them *ho he!%ed me and "a1e me construct 1e su""est ons+
A/STRA*T SU$$AR,
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Someone has rightly said that practical experience is far better and closer to the real world than mere theoretical exposure. The practical experience helps the students to iew the real business world closely! which in turn widely influences their perceptions and arguments their understanding of the real situation. The phenomenon of creation is a long process re"uiring time! energy and dedications well as s#ill and experience of those people engaged in the tas#! ultimately in the outcome as the final form of embodiment of the creator$s ision. %esearch wor# constitutes the bac#bone of any management education program. & management student has to do research wor# "uite fre"uently during his'her entire span. The research wor# entitled (&n analytical study on consumer$s perception towards reliance and Tata indicom and their satisfaction le el) aims to #now how much satisfied the customer with the ser ice rendered by reliance and Tata indicom. &nd the data which is collected by me till date it is found from the analysis that maximum of the customers feel that the ser ices of the reliance and Tata indicom are excellent. *+& is a stepping stone to management career in order to reach practical and concrete results. ,ur contemporary li es ha e been influenced by the ad ancement and growth in industry.
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C1APTER I
INTRODUCTION
What i& Tele%"!! ni%ati"n' ( an# Nee# f"r M")ile*+a&i% ph"ne
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4e!ecommun cat on 4e!ecommun cat on s the fastest commun cat on %rocess n th s era+
s the 6!ectron c 7rocess of commun cat on+ In th s
%rocess *e can ta!k an$*here n the *or!d+ #ue to the te!ecommun cat on de1e!o%ment the *or!d has become ! ke a %o nt+ At f rst 8rahm Be!! had searched th s *a$ of commun cat on 9 after n1ent on of 4e!e%hone "radua!!$ de1e!o%ment has " 1en "ro*th+ #ue to the de1e!o%ment of te!ecommun cat on $ou a!*a$s become contacts amon" the *or!d+ In the te!ecommun cat on 7rocess the nformat on:s sends throu"h the database+ 6!ectron ca!!$ *orks on sate!! te s "na! ref!ect on theor$ b$ the mob !e; bas c %hone+ ?) Ind an te!ecom ndustr$ has the h "hest "ro*th rate n the *or!d+ 4he f rst reforms n Ind an te!ecommun cat ons sector be"an n 1@80s *hen the %r 1ate sector *as a!!o*ed n te!ecommun cat ons
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e(u %ment manufactur n"+ In 1@8>) #e%artment of 4e!ecommun cat ons (#O4) *as estab! shed+ 61o!ut on of the ndustr$-Im%ortant M !estones Aear B stor$ of Ind an 4e!ecommun cat ons 18>1 F rst o%erat ona! !and ! nes *ere !a d b$ the "o1ernment near Ca!cutta (seat of Br t sh %o*er) 1881 4e!e%hone ser1 ce ntroduced n Ind a 188C Mer"er * th the %osta! s$stem 1@2C Format on of Ind an 'ad o 4e!e"ra%h Com%an$ (I'4) 1@C2 Mer"er of 64C and I'4 nto the Ind an 'ad o and Cab!e Commun cat on Com%an$ (I'CC) 1@=D Nat ona! Eat on of a!! fore "n te!ecommun cat on com%an es to form the 7osts) 4e!e%hone and 4e!e"ra%h (744)) a mono%o!$ run b$ the "o1ernmentFs M n str$ of Commun cat ons 1@8> #e%artment of 4e!ecommun cat ons (#O4) estab! shed) an e,c!us 1e %ro1 der of domest c and !on"-d stance ser1 ce that *ou!d be ts o*n re"u!ator (se%arate from the %osta! s$stem) 1@8G Con1ers on of #O4 nto t*o *ho!!$ "o1ernment-o*ned com%an esH the / desh -anchar N "am 5 m ted (/-N5) for nternat ona! te!ecommun cat ons and Mahana"ar 4e!e%hone N "am 5 m ted (M4N5) for ser1 ce n metro%o! tan areas+ 1@@D 4e!ecom 'e"u!ator$ Author t$ of Ind a created+ 1@@@ Ce!!u!ar -er1 ces are !aunched n Ind a+ Ne* Nat ona! 4e!ecom 7o! c$ s ado%ted+ 2000 #o4 becomes a cor%orat on) B-N5 1+2I Ind an 4e!ecom 7o! c$H- After 1@@1:s ! bera! Eat on n 8o1ernment:s %o! c es) the te!ecom sector has a!!o*ed 1ar ous %r 1ate %!a$ers to enter nto the Ind an market+ 6ar! er) sector *as o%erat n" under %ub! c sector " ants ! ke Bharat -anchar N "am 5 m ted (B-N5)) Mahana"ar 4e!e%hone N "am 5 m ted (M4N5) and / desh -anchar N "am 5 m ted (/-N5) but after the Nat ona! 4e!ecom 7o! c$ (N47) b$ 8o1ernment n 1@@= man$ %r 1ate %!a$ers entered th s market s re"u!ated b$ 4e!ecommun cat on 'e"u!ator$ Author t$ of Ind a (4'AI)+ It acts as an nde%endent re"u!ator of the bus ness of te!ecommun cat ons n the countr$ *h ch *as set u% n 1@@D b$ the "o1ernment of Ind a+ (-ourceH 4'AI 'e%ort 200G-0D) Ind an te!ecommun cat ons toda$ benef ts from amon" the most en! "htened re"u!at on n the re" on) and ar"uab!$ n the *or!d+ 4he sector) somet mes cons dered the 2%oster-bo$ for econom c reforms)3 has been amon" the ch ef benef c ar es of the %ost-1@@1 ! bera! Eat on+ .n! ke e!ectr c t$) for e,am%!e) *here reforms ha1e been sta!!ed) te!ecommun cat ons has "enera!!$ been seen as remo1ed from 2mass concerns)3 and thus !ess sub&ect to e!ectora! ca!cu!at ons 4oda$) there are man$ %r 1ate %!a$ers ! ke /odafone) A rte!) 4ata) 'e! ance) Idea etc+ 4here are bas ca!!$ t*o areas n *h ch these %!a$ers o%erateH F ,ed and Ce!!u!ar -er1 ces+ In F ,ed ! ne) M4N5 and B-N5 ha1e ca%tured ma&or %art
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of the market+ 0+00 's+ G02+@0 's+ 1>0+00 Tal@ t me 's+ 0+00 's+ D=+00 's+ >0+00 's+ 1=@+00 's+ C=@+00 's+ 8=8+00 's+ C00+00 %al ! t# (Da#s. C0 1= C0 C0 C0 G0 180
's+ 28=>+00 CG>
Fixed Wireless Phone (FWP)
/ENE)IT E7 No 5 res Attache!
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< re!ess connect 1 t$ - mmune to cab!e-cuts) ra ns etc+ Carr$ t a!on" *hen $ou mo1e from room to room or *hen $ou sh ft $our home;off ce+ /ENE)IT E: 5 reless I4ter4et (R *o44ect.; In-bu !t modem for h "h s%eed nternet connect 1 t$ at s%eeds u% to 11> kb%s+ No se%arate I-7 connect on re(u red /ENE)IT E9 $o" le Pho4eAs )eatures -M-) In-bu !t Ca!!er 5 ne Ident f cat on) /o ce Ma !) @@-number 7hone Book) -%eaker 7hone) cho ce of r n"tones and man$ more+ /ENE)IT E2 Fero e66ect ve Re4tals /a!ue of free ca!!s a!most e(u 1a!ent to month!$ %!an char"es * th unbe! e1ab!$ !o* ca!! rates+ Serv ce ava la"le 4 select c t es. )a> s 4ot supporte!. RFor 'es dence 7roofH 4e!e%hone;6!ectr c t$;Cred t Card B !! or Bank
-tatement (* th stam% and s "nature of Bank Mana"er)+ #ocuments shou!d not be more than three months o!d+ -ubm t %hotoco% es of documents and br n" or " na!s for 1er f cat on+ A!! documents need to be n customerFs name+ For I dent t$ 7roofH 7ass%ort;/oter I# Card;7AN Card;#r 1 n" 5 cense;7hoto Ident t$ Card ssued b$ an nst tute+
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) >e! 5 reless Term 4al ()5T. /ENE)IT E7 -reat Sav 4gs .nbe! e1ab!$ !o* ca!! rates+ -ubstant a! sa1 n"s on I-# ca!!s+ /ENE)IT E: Fero E66ect ve Re4tals /a!ue of free ca!!s a!most e(u 1a!ent to month!$ %!an char"es+ /ENE)IT E9 Parallel *o44ect o4 )ac l t# 4*o 1o ce %orts to connect t*o te!e%hone nstruments to be used as %ara!!e! connect on+ /ENE)IT E2 No 5 res Attache! < re!ess connect 1 t$- mmune to cab!e cuts) ra ns etc+ Carr$ t a!on" *hen $ou sh ft $our home;off ce+ /ENE)IT E3 5 reless I4ter4et (R;*o44ect. In-bu !t modem for h "h s%eed Internet connect 1 t$ at s%eeds of u% to 11> kb%s+ No se%arate I-7 connect on re(u red+ /ENE)IT EG C-*a$ Ca!! Conferenc n") -%eed # a! n") Bot! ne) Ca!! 'estr ct;Ca!! 5ock) Ca!! 0 m !! on customers n more than C>0)000 to*ns and 1 !!a"es across the countr$) * th a bou(uet of te!e%hon$ ser1 ces encom%ass n" Mob !e -er1 ces) < re!ess #eskto% 7hones) 7ub! c Booth 4e!e%hon$ and < re ! ne -er1 ces+ In #ecember 2008) 4ata 4e!eser1 ces announced a un (ue re1erse e(u t$ s*a% strate" c a"reement bet*een ts te!ecom to*er subs d ar$) < re!ess 44 Info--er1 ces 5 m ted) and Pu %%o 4e!ecom Infrastructure 5 m ted - * th the comb ned ent t$ k ck n" off o%erat ons * th 18)000 to*ers) thereb$ becom n" the !ar"est nde%endent ent t$ n th s s%ace - and * th the h "hest tenanc$ rat os n the ndustr$+ 44-5:s bou(uet of te!e%hon$ ser1 ces nc!udes mob !e ser1 ces) * re!ess deskto% 4ata 4e!eser1 ces 5 m ted s%earheads the 4ata 8rou%:s %resence n the te!ecom sector+ 4he 4ata 8rou% had re1enues of around .- LG2+> bn n F nanc a! Aear 200D-08) and nc!udes o1er @0 com%an es) around C>0)000 em%!o$ees *or!d* de and more than C+2 m !! on shareho!ders+
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Incor%orated n 1@@G) 4ata 4e!eser1 ces s the % oneer of the C#MA 1, techno!o"$ %!atform n Ind a+ It has embarked on a "ro*th %ath s nce the ac(u s t on of Bu"hes 4e!e+com (Ind a) 5td Srenamed 4ata 4e!eser1 ces (Maharashtra) 5 m tedI b$ the 4ata 8rou% n 2002+ It !aunched mob !e o%erat ons n 0anuar$ 200> and toda$ en&o$s a %an-Ind a %resence throu"h e, st n" o%erat ons n a!! of Ind a:s 22 te!ecom C rc!es+ 4he com%an$ s a!so the market !eader n the f ,ed * re!ess te!e%hon$ market+ 4he com%an$:s net*ork has been rated as the T5east Con"ested: n Ind a for !ast four consecut 1e (uarters b$ the 4e!ecom 'e"u!ator$ Author t$ of Ind a throu"h nde%endent sur1e$s+ 4ata 4e!eser1 ces 5 m ted no* a!so has a %resence n the 8-M s%ace) throu"h ts &o nt 1enture * th N44 #OCOMO of 0a%an) and offers d fferent ated %roducts and ser1 ces under the 4A4A #OCOMO brand name+ 4A4A #OCOMO ar ses out of the 4ata 8rou%:s strate" c a!! ance * th 0a%anese te!ecom ma&or N44 #OCOMO n No1ember 2008+ 4A4A #OCOMO has rece 1ed a %an-Ind a ! cense to o%erate 8-M te!ecom ser1 cesUand has a!so been a!!otted s%ectrum n 18 te!ecom C rc!es and * !! ro!! out ts ser1 ces short!$) start n" * th -outh Ind a+ 4A4A #OCOMO marks a s "n f cant m !estone n the Ind an te!ecom !andsca%e) as t stands to redef ne the 1er$ face of te!ecoms n Ind a+ 4ok$obased N44 #OCOMO s one of the *or!d:s !ead n" mob !e o%eratorsU n the 0a%anese market) the com%an$ s the c!ear market !eader) used b$ o1er >0 %er cent of the countr$:s mob !e %hone users+ 4oda$) 4ata 4e!eser1 ces 5td) a!on" * th 4ata 4e!eser1 ces (Maharashtra) 5td) ser1es o1er CG m !! on customers n more than C20)000 to*ns and 1 !!a"es across the countr$) * th a bou(uet of te!e%hon$ ser1 ces encom%ass n" Mob !e -er1 ces) < re!ess #eskto% 7hones) 7ub! c Booth 4e!e%hon$ and < re! ne -er1 ces+ Other ser1 ces nc!ude 1a!ue-added ser1 ces ! ke /o ce 7orta!) 'oam n") 7ost-%a d Internet -er1 ces) 4hree-*a$ Conferenc n") 8rou% Ca!! n") < -F Internet) .-B Modem) #ata Cards) Ca!! n" Card -er1 ces and 6nter%r se -er1 ces+ -ome of the other %roducts !aunched b$ the com%an$ nc!ude 7re-%a d < re!ess #eskto% 7hones) 7ub! c 7hone Booths) Mob !e Bandsets and /o ce 9 #ata -er1 ces such as B'6< 8ames) /o ce 7orta!) 7 cture Messa" n") 7o!$%hon c ' n" 4ones) and Interact 1e A%%! cat ons ! ke ne*s) cr cket) astro!o"$) etc+ In #ecember 2008) 4ata 4e!eser1 ces announced a un (ue re1erse e(u t$ s*a% strate" c a"reement bet*een ts fu!!$-o*ned te!ecom to*er subs d ar$) < re!ess 44 Info--er1 ces 5 m ted) and Pu %%o 4e!ecom Infrastructure 5 m ted U* th the comb ned ent t$ k ck n" off o%erat ons * th 18)000 to*ers) thereb$ becom n" the !ar"est nde%endent ent t$ n th s s%ace+ 4ata 4e!eser1 ces: bou(uet of te!e%hon$ ser1 ces nc!udes mob !e ser1 ces) * re!ess deskto% %hones) %ub! c booth te!e%hon$ and * re! ne ser1 ces+
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TATA DOCOMO
4A4A #OCOMO s 4ata 4e!eser1 ces 5 m tedFs (44-5) te!ecom ser1 ce on the 8-M %!atform-ar s n" out of the 4ata 8rou%Fs strate" c a!! ance * th 0a%anese te!ecom ma&or N44 #OCOMO n No1ember 2008+ 4ata 4e!eser1 ces has rece 1ed a %an-Ind a ! cense to o%erate 8-M te!ecom ser1 ces) under the brand 4A4A #OCOMO and has a!so been a!!otted s%ectrum n 18 te!ecom C rc!es+ 44-5 and has a!read$ ro!!ed out ts ser1 ces n 1ar ous c rc!es+ 4he !aunch of the 4A4A #OCOMO brand marks a s "n f cant m !estone n the Ind an te!ecom !andsca%e) as t stands to redef ne the 1er$ face of te!ecoms n Ind a+ 4ok$o-based N44 #OCOMO s one of the *or!dFs !ead n" mob !e o%erators- n the 0a%anese market) the com%an$ s c!ear!$ the %referred mob !e %hone ser1 ce %ro1 der n 0a%an * th a >0 %er cent market share+ N44 #OCOMO has %!a$ed a ma&or ro!e n the e1o!ut on of mob !e te!ecommun cat ons throu"h ts de1e!o%ment of cutt n"-ed"e techno!o" es and ser1 ces+ O1er the $ears) techno!o" sts at #OCOMO ha1e def ned ndustr$ benchmarks ! ke C8 techno!o"$) as a!so %roducts and ser1 ces ! ke the -mode 4M) mob !e %a$ment and a %!ethora of ! fest$!e-enhanc n" a%%! cat ons+ 4oda$) *h !e most of the rest of the ndustr$ s on!$ be" nn n" to ta!k of 546 techno!o"$ and ts %oss b!e a%%! cat ons) #OCOMO has a!read$ started conduct n" 546 tr a!s n %h$s ca! "eo"ra%h es) not &ust ns de !aborator esO #OCOMO s a!so a "!oba! !eader n the /A- (/a!ue-Added -er1 ces) s%ace) both n terms of ser1 ces and handset des "ns) %art cu!ar!$ nte"rat n" ser1 ces at the %!atform sta"e+ 4he 4ata 8rou%-N44 #OCOMO %artnersh % * !! see offer n"s such as these be n" ntroduced n the Ind an market under the 4A4A #OCOMO brand+ 4A4A #OCOMO has a!so set u% a FBus ness and 4echno!o"$ Coo%erat on Comm ttee) com%r s n" of sen or %ersonne! from both com%an es+ 4he comm ttee s res%ons b!e for the dent f cat on of ke$ areas *here the t*o com%an es * !! *ork to"ether+ #OCOMO) the *or!dFs !ead n" mob !e o%erator) * !! *ork c!ose!$ * th the 4ata 4e!eser1 ces 5 m ted mana"ement and %ro1 de kno*-ho* on he!% n" the com%an$ de1e!o% ts 8-M bus ness+ #es% te be n" a !ate entrant) 4ata Ind com) 44-5Fs C#MA brand) has a!read$ estab! shed ts %resence and s the fastest-"ro* n" %an-Ind a o%erator+ Incor%orated n 1@@G) 4ata 4e!eser1 ces 5 m ted s the % oneer of the C#MA 1, techno!o"$ %!atform n Ind a+ 4oda$) 4ata 4e!eser1 ces 5 m ted) a!on" * th 4ata 4e!eser1 ces (Maharashtra) 5td) ser1es o1er CD m !! on customers n more than C20)000 to*ns and 1 !!a"es across the countr$ offer n" a * de
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ran"e of te!e%hon$ ser1 ces nc!ud n" Mob !e -er1 ces) < re!ess #eskto% 7hones) 7ub! c Booth 4e!e%hon$ and < re-! ne -er1 ces+
2001 - Mr+ / nod -huk!a) # rector has res "ned and Mr 7radee% Nau! has been a%%o nted n h s %!ace+ 2002-Bu"hes 4e!e+com crosses 1>0000 ! 1e customer ! nes+ Bu"hes 4e!e conf rms a%%o ntment of 8 /ar"hese as 7res dent 9 C6O+ Bu"hes 4e!e+com Ind a 5td has nformed that the Board has a%%o nted Mr 0a$ #ehe& a as a # rector of the Com%an$+ Mr #ehe& a has a!so been a%%o nted as a member of the Aud t Comm ttee and 6m%!o$ees -tock O%t on 7!an Com%ensat on Comm ttee+ Mr 0a$ #ehe& a s an Inde%endent # rector for the %ur%ose of C!ause =@ of the 5 st n" A"reement+ Further) the Board of # rectors has at ts meet n" he!d toda$ a%%o nted Mr 7au! < Chen" as an A!ternate # rector to Mr+ 0a$ #ehe& a+ Bu"hes Net*ork -$stems) a shareho!der of Bu"hes 4e!e+com (Ind a) 5td (B4I5)) and 4ata Industr es 5td on A%r ! 2C) 2002 s "ned a Memorandum of .nderstand n" to d scuss 1ar ous %oss b ! t es for enter n" nto atransact on * th res%ect to the n1estment of the B4I5 s%onsors n B4I5+ Bu"hes 4e!e+com Ind a 5td has nformed the Board of # rectors of the Com%an$ has acce%ted Mr -ettFs res "nat on at ts meet n" he!d on 0u!$ 1G) 2002+ Mr / 1ek -ett * !! ho*e1er cont nue as the Com%an$Fs Ch ef F nanc a! Off cer+ Bu"hes 4e!e+Com (Ind a) 5 m ted has nformed the 6,chan"e about the Chan"e n Board of # rectors as fo!!o*s H 1+) M;s+ 7ramod M tta!) 7radman Nau!) 0ack -ha*) Franc s Q FrantE) / nod N M tta!) 0ames 5ucchese) 7radee% Nau!) 0a$kumar #ehe& a 9 / &a$ dhar ha1e res "ned from the off ce of the # rector of the Com%an$ *+e+f #ecember G) 2002+ Conse(uent to the abo1e sa d res "nat ons) M;s+ Arun Numar (a!ternate to Mr+ 0ack -ha*)+ -an&a$ Chaudhar$ (a!ternate to Mr+ Franc s Q+ FrantE)) 7rana1 'oach (a!ternate to 0ames 5ucchese)) 7artho Baner&ee (A!ternate to %radee% Nau!)) 7au! < Chen" (A!ternate to 0a$kumar #ehe& a))0ohnM chae! 5 nd (A!ternate to 7ramod M tta!) ha1e a!so ceased to be a!ternate # rectors *+e+f+ #ecember G) 2002+ 2+) #r+ 0 0 ran ) Mr+ 'amakr shnan) Mr+ Ishaat Bussa n) Mr+ ' 8o%a!akr shnan) Mr+N shor Chaukar) Mr+ F rdose /andre1a!a) Mr+ N+-+'amachandran 9 Mr+ 7radman Nau! ha1e been a%%o nted as # rectors of the Com%an$ *+e+f+ #ecember G) 2002+ 4he Board * !! short!$ be e,%anded to nc!ude one more d rector+ 4he abo1e chan"es ha1e been a%%ro1ed at the meet n" of the Board of # rectors of the Com%an$ he!d on #ecember G) 2002+
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Bu"hes 4e!e+com) te!e%hon$ ser1 ces %ro1 der of Maharashtra has been off c a!!$ renamed as 4ata 4e!eser1 ces (Maharashtra) !td+ 4ata 4e!eser1 ces (Maharashtra) Maharashtra (bes des Mumba )+ ntens f ed ts focus on rest of
44-5) the 7r 1ate bas c te!ecom ser1 ces o%erator has !aunched ts /o ce Ma ! -er1 ces (/M-)+ 4ata 4e!eser1 ces has t ed u% * th 4 er 1 nternet ser1 ce %ro1 der n5on"ue Commun cat ons to set u% =00 te!e%hone and nternet N osks n rura! 4am ! Nadu+ 44-5 s re-e1a!uat n" ts dec s on to e,%and ts %ub! c Ca!! Off ces (7COFs) and C$ber CafeFs across the countr$ under the 4ata Ind com .mbre!!a+ 4ra ! sou"ht out for c!ar f cat on on tar ffs from B$unda Motor s "n Mo . * th 4ata Ind com on Feb 11) 200> 4ata 4e!e !aunches ser1 ces n .ttarancha! 44-5 ro%es n 4r sha as brand ambassador 4ata 4e!e un1e !s 4ata Ind com mob !e ser1 ces n Nera!a 4ata 4e!eser1 ces nau"urates V4rue %a dF cam%a "n
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4ata Ind com t es-u% * th Ban"a!ore One for %a$ment of ts b !!s b$ Customers at Ban"a!ore One centers s%read across the c t$ 4ata 4e!e) /-N5 n %act * th Ind an Inst tute of Mana"ement Ca!cutta 4o %ro1 d n" e,c!us 1e and custom Eed commun cat ons so!ut ons 4ata 4e!eser1 ces 5td has !aunched ts f rst V4ata Ind com 4rue /a!ue BubF n Nera!a 200G 4ata 4e!e un1e !s 4ata Ind com 4 62 142 2 2 42 52 36 2 2 Ca$"#$a!ion o3 Fe 114 x 1>4'422 132 x 1>4'422 1D6 x 1>4'422 2 x 1>4'422 2 x 1>4'422 114 x116'422 132 x 116'422 1D6 x 116'422 2 x 116'422 2 x 116'422 Fe 52.6= D=.25 11>.41 2 2 3=.26 42.=5 5D.5= 2 2 Fo-Fe 12.=4 1=.25 11.5= 2 2 2.=4 =.25 C11.5= 2 2 >Fo-Fe?2 11=.6D D43.23 15D.51 2 2 2.DD D1.=2 512.31 2 2 >Fo-Fe?2AFe 1.36 =.4> 1.14 2 2 2.21 1.22 D.>1 2 2 13.D2
Fo Fe C1I @ S:UARE TEST 9alculated alue
B B
O8se 6e( =a$#e EC/e"!e( =a$#e
E 13.D2
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.egree of freedom Table Value E4 E Fat 5@ le el of significanceG
In!e / e!a!ion0 - 8rom the abo e analysis! it is found that the calculated alue is more than the table alue! i.e.! null hypothesis is %eHected. So there is significant difference between the gender and the le el of satisfaction towards the ser ices rendered by %eliance. +oth male and female respondents are not e"ually satisfied from the ser ices rendered by %eliance.
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C.a/!e III
FINDIN;S
1. 122@ of the respondents are ha ing telecommunication facility. 1. &ccording to the sur ey! the main elements of buying beha ior of T&T& -ndicom telecommunication ser ice are : ? 122@ of the respondents are considering "o6e a%e
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? %spondents are loo#ing for o33e s ? *ostly people loo#ing for the company 8 an( i)a%e ? loo#ing for "#s!o)e se 6i"e of the company ? %espondents are noticing sa$es / o)o!ion li#e ad ertisement. 3.T&T& -ndicom. 31 @ respondents are satisfied with the recharge coupons offered by the T&T& -ndicom. 4.&ll the people are satisfied the %eliance ser ices li#eC "o6e a%eD o33e sD 8 an( i)a%eD "#s!o)e se 6i"e and sa$es / o)o!ion &cording my ser e. >+Most %eo%!e ! ke the re! ance G8? and C2? %eo%!e ! ke the 4ata+ G+4he co1era"e of re! ance s better than Idea+
SU;;ESTION
This study offers the following suggestions: 8ollowing are the few suggestions to Re$ian"e an( Ta!a for impro ing the mar#et share and image of the products concerned. 1+ 9ompany can decrease call rates to other subscribers for attracting youngsters 1. Voucher card can pro ide all the retail shops on time for customer con enience. 3. +etter "uality batteries may be pro ided with the set. 4. Sales promotion can be more intense! li#e tele ision ad showing the price! "uality! and other
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product related details. 5. 5 en though the company has some offers or other alue added ser ices! it can be well #nown by the sales people. So it is better to pro ide ade"uate training to the sales people. 6. Iro ide the tower to all centers for a oiding the networ# problem. >. To ensure better customer satisfaction J maintain higher le el of 9ustomer relationship management! the billing department has to be more effecti e J efficient. D. Kser manuals and the plan$s pamphlets should be gi en to the staff for clearing the doubts of the customers. =. The cancellation mainly occurs in landline connection. So the company can ta#e care of the following ser ices =6 ? +illing acti ities ? &fter sales ser ice ? ,n time deli ery of the product after complaint has to be reco ered. 12. 9ompany can appoint more technicians to all T&T& retail True Value hubs to reco er on time land line ser ice compliant. 11. The employees can call bac# to customers atleast once in a month for getting the feedbac# of the ser ices offered. 11. 9ustomers are demanding for affordable price for product and gifts with purchasing. 13. *aHority of the customers are not satisfied with the recharge coupons offering by the company. So the company can increase the tal# time to all recharge coupons. 14. 9ustomer relationship managers can #eep the records of update details regarding the customer$s address change for sending the postpaid billing charges to a oid delay of payment. 15. &ll the T&T& -ndicom retail hubs can ha e the complaint grie ance box for customers. 16. 5mployees can inform customer complaint on time to the head of the department.
CONCLUSION
4he conducted stud$ tr$ to e,am ne the market m ndset to*ards one of the ma&or %!a$er n the te!ecom sector+ 4he se!ected com%an$ for the stud$ s 4A4A nd com *h ch s ha1 n" a
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re%utat on n the market+ 4h s stud$ had e,am ned customer e1a!uat on about the te!e ser1 ces %ro1 ded b$ the com%an$+ It a!so n1est "ates the ma&or reasons beh nd cance!!at on of ser1 ces b$ the customers+
The ma?or 6 4! 4gs are
? 4he customers are not sat sf ed * th ser1 ces because of the !o* (ua! t$M h "h %r ce) %oor after sa!es ser1 ces) !ess net*ork co1era"e etc+ ? 4he ma n reasons for cance!!at on of the ser1 ces *ereH - co1era"e %rob!em) customer ser1 ce) b !! n" com%!a nt sho*s the ne"at 1e m%ress ons to the com%an$+ 4he researcher "ot an e,%osure to the rea! s tuat ons of te!ecom market *or!d and react ons to the customers and enab!e to understand the customer react ons *h !e the$ are under"o n" d ssat sfact on of ser1 ces+ 4o the marketer) the %resent stud$ s a market ref!ect on about the ser1 ces offered+ 4h s * !! " 1e h m an ns "ht nto the customer %rob!ems) he has to sett!e at the ear! est) *h ch * !! he!% h m to e,%and h s market and m%ro1e h s ma"e+ #ue to the "ro* n" need for mob !e %hones) t:s no *onder that ser1 ce %ro1 ders are "o n" a!! out to ca%ture) as much market s%ace as the$ can+ As the number of mob !e %hone usersare est mated to r se to about 120 m !! on b$ 2008) t:s not sur%r s n" that most of the !ead n" ser1 ce %ro1 ders n Ind a ha1e started brand n" and market n" the r ser1 ces more a""ress 1e!$+ From the research be n" conducted *e can conc!ude the connect 1 t$ s f ne more em%has s shou!d be " 1en more on ad1ert sements+ More user are sat sf ed * th %!ane 2=@;- n 'e! ance + Customer care ser1 ce s e,ce!!ent+ More customer ha1e kno*!ed"e of the com%an$ %!an+
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1+ /u# 4g "ehav or3 b$ $art 4 T 4aM -am Manaber S200>I+ 1. Bo$!onD R.ND EannanD P.E.B a)$e!! D M.D>2002? ! -mplications of loyalty program membership and ser ice experiences for customer retention and alue! Journals of the Academy of Marketing Science. 3. D Eo!.a i C R >2005? Research Methodology: Methods and Techni ues Fis.'a P a&as.an. 4. Lim +lythe F1===G The 5ssence of 9onsumer +eha iour ! Irentice 6all IT%. >+ 5 u) %ol 2<
11:. Factors affecting the brand decision in the mobile phone industry n as a) 0ourna!s of Market n"+ 6. Biu! Vol 4! F1221G !actors affecting the brand decision in the mobile "hone industry in >. *artin Tina/ Sam *anaberi! Vol 1 012253 consumer buying behavior! -ndian Lournals 8+ $r. Rola4! T.Rust< %aler e A. Fe thaml 111.:: #ur n" customer e(u t$) market n" mana"ement *r tten b$ the Ph l p @otler 112. page 4o. (DG;D0.+ =. Ihilip Motler and Me in Bane Meller F1225G! Marketing Management Twelfth 5dition! Irentice 6all! .elhi. 10+ See He4r# Assael) consumer bu$ n" beha1 or and market n" act on /osto4: 'a4t (78G3. (ch.2. from the book mar@et 4g ma4ageme4t *r tten b$ the Ph l p @otler 112. page 4o.11; :1:.. 11. Sin%. GD>2002?D C#s!o)e Sa!is3a"!ion and Lo2a$!2 9#(%e)en!! Journals of Academy od Marketing Management# pp.1DC35 12+ -harma N) -har% A) (1@@@)) the m%act of commun cat on effect 1eness and ser1 ce (ua! t$ on re!at onsh % comm tment n consumer) %rofess ona! ser1 ces) The Journal of Marketing Management 1C+ - n"h 0
PROJECT ON COMPARATIVE STUDY OF RELIANCE AND TATA INDICOM
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A
DESSERTATION REPORT
ON “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN RELIANCE INFOCOMM WITH TATA INDICOM”
Vs.
IN DEHRADUN
In the partial f lfill!ent "f the #e$ree "f
“MASTER OF BUSINESS ADMINISTRATION”
Session 2010-2011
Superv se! to: Su"m tte! "#: $rs. SU$AN %I& NARENDER 'U$AR ()A*U+T, -UIDE. $/A (I% Semester. 0N/DH123
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TABLE & CONTENT
S.no 1 2 * + , 4 1.* S"o/e o3 !e$e"o) 5 7 10 11 12 13 14 15 16 O89e"!i6e C.a/!e 20- 2.1 Resea ". Me!.o(o$o%2 2.2 Re6ie' o3 $i!e a!# e 2.* E)/i i"a$ Ana$2sis C.a/!e *0- Fin(in% Suggest o4s Con"$#sion :#es!ionnai e 1.+ Te$e"o) se 6i"es in In(ia **5 *7 +1 +7 -1 -2 -* -De"$a a!ion A"&no'$e(%e)en! A"&no'$e(%e)en! A"stract summer# Intr"# %ti"n C.a/!e 10- 1.1 1is!o 2 o3 e$ian"e !e$e"o) 1.2 1is!o 2 o3 Ta!a in(i"o) Pa !i"#$a Pa%e no * + , 10 24 *2
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DECLARATION
I Narender kumar a student MBA (2008-2010) batch of ICFAI nat ona! co!!e"e #ehradun do here b$ dec!are that th s %ro&ect ent t!ed “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN
RELIANCE INFOCOMM WITH TATA INDICOM in Saharanp r an# #ehra# n ”.
'e(u red n %art a! fu!f !!ment of the de"ree of Master of Bus ness Adm n strat on) to the best of m$ kno*!ed"e s the or " na! *ork++
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A forma! statement of ackno*!ed"ement * !! hard!$ meet the ends of &ust ce n the matter of e,%ress n" m$ dee% sense of "rat tude and ob! "at on to a!! those *ho he!% me n the com%!et on of th s thes s+ I am ndebted to m$ %ro&ect "u de Mrs+ -.MAN /I0 *hose 1ersat ! t$ of creat 1eness) nterest and enthus asm "a1e a ne* d mens on to m$ *ork * th a motto- 2to seek) to str 1e) and not to $ e!d3+ I *ou!d ! ke to e,%ress m$ "rat tude to a!! m$ fr ends *ho he!% me a !ot throu"hout th s 4hes s+ 5ast but not the !east) I *ou!d ! ke to thank them *ho he!%ed me and "a1e me construct 1e su""est ons+
A/STRA*T SU$$AR,
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Someone has rightly said that practical experience is far better and closer to the real world than mere theoretical exposure. The practical experience helps the students to iew the real business world closely! which in turn widely influences their perceptions and arguments their understanding of the real situation. The phenomenon of creation is a long process re"uiring time! energy and dedications well as s#ill and experience of those people engaged in the tas#! ultimately in the outcome as the final form of embodiment of the creator$s ision. %esearch wor# constitutes the bac#bone of any management education program. & management student has to do research wor# "uite fre"uently during his'her entire span. The research wor# entitled (&n analytical study on consumer$s perception towards reliance and Tata indicom and their satisfaction le el) aims to #now how much satisfied the customer with the ser ice rendered by reliance and Tata indicom. &nd the data which is collected by me till date it is found from the analysis that maximum of the customers feel that the ser ices of the reliance and Tata indicom are excellent. *+& is a stepping stone to management career in order to reach practical and concrete results. ,ur contemporary li es ha e been influenced by the ad ancement and growth in industry.
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C1APTER I
INTRODUCTION
What i& Tele%"!! ni%ati"n' ( an# Nee# f"r M")ile*+a&i% ph"ne
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4e!ecommun cat on 4e!ecommun cat on s the fastest commun cat on %rocess n th s era+
s the 6!ectron c 7rocess of commun cat on+ In th s
%rocess *e can ta!k an$*here n the *or!d+ #ue to the te!ecommun cat on de1e!o%ment the *or!d has become ! ke a %o nt+ At f rst 8rahm Be!! had searched th s *a$ of commun cat on 9 after n1ent on of 4e!e%hone "radua!!$ de1e!o%ment has " 1en "ro*th+ #ue to the de1e!o%ment of te!ecommun cat on $ou a!*a$s become contacts amon" the *or!d+ In the te!ecommun cat on 7rocess the nformat on:s sends throu"h the database+ 6!ectron ca!!$ *orks on sate!! te s "na! ref!ect on theor$ b$ the mob !e; bas c %hone+ ?) Ind an te!ecom ndustr$ has the h "hest "ro*th rate n the *or!d+ 4he f rst reforms n Ind an te!ecommun cat ons sector be"an n 1@80s *hen the %r 1ate sector *as a!!o*ed n te!ecommun cat ons
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e(u %ment manufactur n"+ In 1@8>) #e%artment of 4e!ecommun cat ons (#O4) *as estab! shed+ 61o!ut on of the ndustr$-Im%ortant M !estones Aear B stor$ of Ind an 4e!ecommun cat ons 18>1 F rst o%erat ona! !and ! nes *ere !a d b$ the "o1ernment near Ca!cutta (seat of Br t sh %o*er) 1881 4e!e%hone ser1 ce ntroduced n Ind a 188C Mer"er * th the %osta! s$stem 1@2C Format on of Ind an 'ad o 4e!e"ra%h Com%an$ (I'4) 1@C2 Mer"er of 64C and I'4 nto the Ind an 'ad o and Cab!e Commun cat on Com%an$ (I'CC) 1@=D Nat ona! Eat on of a!! fore "n te!ecommun cat on com%an es to form the 7osts) 4e!e%hone and 4e!e"ra%h (744)) a mono%o!$ run b$ the "o1ernmentFs M n str$ of Commun cat ons 1@8> #e%artment of 4e!ecommun cat ons (#O4) estab! shed) an e,c!us 1e %ro1 der of domest c and !on"-d stance ser1 ce that *ou!d be ts o*n re"u!ator (se%arate from the %osta! s$stem) 1@8G Con1ers on of #O4 nto t*o *ho!!$ "o1ernment-o*ned com%an esH the / desh -anchar N "am 5 m ted (/-N5) for nternat ona! te!ecommun cat ons and Mahana"ar 4e!e%hone N "am 5 m ted (M4N5) for ser1 ce n metro%o! tan areas+ 1@@D 4e!ecom 'e"u!ator$ Author t$ of Ind a created+ 1@@@ Ce!!u!ar -er1 ces are !aunched n Ind a+ Ne* Nat ona! 4e!ecom 7o! c$ s ado%ted+ 2000 #o4 becomes a cor%orat on) B-N5 1+2I Ind an 4e!ecom 7o! c$H- After 1@@1:s ! bera! Eat on n 8o1ernment:s %o! c es) the te!ecom sector has a!!o*ed 1ar ous %r 1ate %!a$ers to enter nto the Ind an market+ 6ar! er) sector *as o%erat n" under %ub! c sector " ants ! ke Bharat -anchar N "am 5 m ted (B-N5)) Mahana"ar 4e!e%hone N "am 5 m ted (M4N5) and / desh -anchar N "am 5 m ted (/-N5) but after the Nat ona! 4e!ecom 7o! c$ (N47) b$ 8o1ernment n 1@@= man$ %r 1ate %!a$ers entered th s market s re"u!ated b$ 4e!ecommun cat on 'e"u!ator$ Author t$ of Ind a (4'AI)+ It acts as an nde%endent re"u!ator of the bus ness of te!ecommun cat ons n the countr$ *h ch *as set u% n 1@@D b$ the "o1ernment of Ind a+ (-ourceH 4'AI 'e%ort 200G-0D) Ind an te!ecommun cat ons toda$ benef ts from amon" the most en! "htened re"u!at on n the re" on) and ar"uab!$ n the *or!d+ 4he sector) somet mes cons dered the 2%oster-bo$ for econom c reforms)3 has been amon" the ch ef benef c ar es of the %ost-1@@1 ! bera! Eat on+ .n! ke e!ectr c t$) for e,am%!e) *here reforms ha1e been sta!!ed) te!ecommun cat ons has "enera!!$ been seen as remo1ed from 2mass concerns)3 and thus !ess sub&ect to e!ectora! ca!cu!at ons 4oda$) there are man$ %r 1ate %!a$ers ! ke /odafone) A rte!) 4ata) 'e! ance) Idea etc+ 4here are bas ca!!$ t*o areas n *h ch these %!a$ers o%erateH F ,ed and Ce!!u!ar -er1 ces+ In F ,ed ! ne) M4N5 and B-N5 ha1e ca%tured ma&or %art
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of the market+ 0+00 's+ G02+@0 's+ 1>0+00 Tal@ t me 's+ 0+00 's+ D=+00 's+ >0+00 's+ 1=@+00 's+ C=@+00 's+ 8=8+00 's+ C00+00 %al ! t# (Da#s. C0 1= C0 C0 C0 G0 180
's+ 28=>+00 CG>
Fixed Wireless Phone (FWP)
/ENE)IT E7 No 5 res Attache!
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< re!ess connect 1 t$ - mmune to cab!e-cuts) ra ns etc+ Carr$ t a!on" *hen $ou mo1e from room to room or *hen $ou sh ft $our home;off ce+ /ENE)IT E: 5 reless I4ter4et (R *o44ect.; In-bu !t modem for h "h s%eed nternet connect 1 t$ at s%eeds u% to 11> kb%s+ No se%arate I-7 connect on re(u red /ENE)IT E9 $o" le Pho4eAs )eatures -M-) In-bu !t Ca!!er 5 ne Ident f cat on) /o ce Ma !) @@-number 7hone Book) -%eaker 7hone) cho ce of r n"tones and man$ more+ /ENE)IT E2 Fero e66ect ve Re4tals /a!ue of free ca!!s a!most e(u 1a!ent to month!$ %!an char"es * th unbe! e1ab!$ !o* ca!! rates+ Serv ce ava la"le 4 select c t es. )a> s 4ot supporte!. RFor 'es dence 7roofH 4e!e%hone;6!ectr c t$;Cred t Card B !! or Bank
-tatement (* th stam% and s "nature of Bank Mana"er)+ #ocuments shou!d not be more than three months o!d+ -ubm t %hotoco% es of documents and br n" or " na!s for 1er f cat on+ A!! documents need to be n customerFs name+ For I dent t$ 7roofH 7ass%ort;/oter I# Card;7AN Card;#r 1 n" 5 cense;7hoto Ident t$ Card ssued b$ an nst tute+
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) >e! 5 reless Term 4al ()5T. /ENE)IT E7 -reat Sav 4gs .nbe! e1ab!$ !o* ca!! rates+ -ubstant a! sa1 n"s on I-# ca!!s+ /ENE)IT E: Fero E66ect ve Re4tals /a!ue of free ca!!s a!most e(u 1a!ent to month!$ %!an char"es+ /ENE)IT E9 Parallel *o44ect o4 )ac l t# 4*o 1o ce %orts to connect t*o te!e%hone nstruments to be used as %ara!!e! connect on+ /ENE)IT E2 No 5 res Attache! < re!ess connect 1 t$- mmune to cab!e cuts) ra ns etc+ Carr$ t a!on" *hen $ou sh ft $our home;off ce+ /ENE)IT E3 5 reless I4ter4et (R;*o44ect. In-bu !t modem for h "h s%eed Internet connect 1 t$ at s%eeds of u% to 11> kb%s+ No se%arate I-7 connect on re(u red+ /ENE)IT EG C-*a$ Ca!! Conferenc n") -%eed # a! n") Bot! ne) Ca!! 'estr ct;Ca!! 5ock) Ca!! 0 m !! on customers n more than C>0)000 to*ns and 1 !!a"es across the countr$) * th a bou(uet of te!e%hon$ ser1 ces encom%ass n" Mob !e -er1 ces) < re!ess #eskto% 7hones) 7ub! c Booth 4e!e%hon$ and < re ! ne -er1 ces+ In #ecember 2008) 4ata 4e!eser1 ces announced a un (ue re1erse e(u t$ s*a% strate" c a"reement bet*een ts te!ecom to*er subs d ar$) < re!ess 44 Info--er1 ces 5 m ted) and Pu %%o 4e!ecom Infrastructure 5 m ted - * th the comb ned ent t$ k ck n" off o%erat ons * th 18)000 to*ers) thereb$ becom n" the !ar"est nde%endent ent t$ n th s s%ace - and * th the h "hest tenanc$ rat os n the ndustr$+ 44-5:s bou(uet of te!e%hon$ ser1 ces nc!udes mob !e ser1 ces) * re!ess deskto% 4ata 4e!eser1 ces 5 m ted s%earheads the 4ata 8rou%:s %resence n the te!ecom sector+ 4he 4ata 8rou% had re1enues of around .- LG2+> bn n F nanc a! Aear 200D-08) and nc!udes o1er @0 com%an es) around C>0)000 em%!o$ees *or!d* de and more than C+2 m !! on shareho!ders+
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Incor%orated n 1@@G) 4ata 4e!eser1 ces s the % oneer of the C#MA 1, techno!o"$ %!atform n Ind a+ It has embarked on a "ro*th %ath s nce the ac(u s t on of Bu"hes 4e!e+com (Ind a) 5td Srenamed 4ata 4e!eser1 ces (Maharashtra) 5 m tedI b$ the 4ata 8rou% n 2002+ It !aunched mob !e o%erat ons n 0anuar$ 200> and toda$ en&o$s a %an-Ind a %resence throu"h e, st n" o%erat ons n a!! of Ind a:s 22 te!ecom C rc!es+ 4he com%an$ s a!so the market !eader n the f ,ed * re!ess te!e%hon$ market+ 4he com%an$:s net*ork has been rated as the T5east Con"ested: n Ind a for !ast four consecut 1e (uarters b$ the 4e!ecom 'e"u!ator$ Author t$ of Ind a throu"h nde%endent sur1e$s+ 4ata 4e!eser1 ces 5 m ted no* a!so has a %resence n the 8-M s%ace) throu"h ts &o nt 1enture * th N44 #OCOMO of 0a%an) and offers d fferent ated %roducts and ser1 ces under the 4A4A #OCOMO brand name+ 4A4A #OCOMO ar ses out of the 4ata 8rou%:s strate" c a!! ance * th 0a%anese te!ecom ma&or N44 #OCOMO n No1ember 2008+ 4A4A #OCOMO has rece 1ed a %an-Ind a ! cense to o%erate 8-M te!ecom ser1 cesUand has a!so been a!!otted s%ectrum n 18 te!ecom C rc!es and * !! ro!! out ts ser1 ces short!$) start n" * th -outh Ind a+ 4A4A #OCOMO marks a s "n f cant m !estone n the Ind an te!ecom !andsca%e) as t stands to redef ne the 1er$ face of te!ecoms n Ind a+ 4ok$obased N44 #OCOMO s one of the *or!d:s !ead n" mob !e o%eratorsU n the 0a%anese market) the com%an$ s the c!ear market !eader) used b$ o1er >0 %er cent of the countr$:s mob !e %hone users+ 4oda$) 4ata 4e!eser1 ces 5td) a!on" * th 4ata 4e!eser1 ces (Maharashtra) 5td) ser1es o1er CG m !! on customers n more than C20)000 to*ns and 1 !!a"es across the countr$) * th a bou(uet of te!e%hon$ ser1 ces encom%ass n" Mob !e -er1 ces) < re!ess #eskto% 7hones) 7ub! c Booth 4e!e%hon$ and < re! ne -er1 ces+ Other ser1 ces nc!ude 1a!ue-added ser1 ces ! ke /o ce 7orta!) 'oam n") 7ost-%a d Internet -er1 ces) 4hree-*a$ Conferenc n") 8rou% Ca!! n") < -F Internet) .-B Modem) #ata Cards) Ca!! n" Card -er1 ces and 6nter%r se -er1 ces+ -ome of the other %roducts !aunched b$ the com%an$ nc!ude 7re-%a d < re!ess #eskto% 7hones) 7ub! c 7hone Booths) Mob !e Bandsets and /o ce 9 #ata -er1 ces such as B'6< 8ames) /o ce 7orta!) 7 cture Messa" n") 7o!$%hon c ' n" 4ones) and Interact 1e A%%! cat ons ! ke ne*s) cr cket) astro!o"$) etc+ In #ecember 2008) 4ata 4e!eser1 ces announced a un (ue re1erse e(u t$ s*a% strate" c a"reement bet*een ts fu!!$-o*ned te!ecom to*er subs d ar$) < re!ess 44 Info--er1 ces 5 m ted) and Pu %%o 4e!ecom Infrastructure 5 m ted U* th the comb ned ent t$ k ck n" off o%erat ons * th 18)000 to*ers) thereb$ becom n" the !ar"est nde%endent ent t$ n th s s%ace+ 4ata 4e!eser1 ces: bou(uet of te!e%hon$ ser1 ces nc!udes mob !e ser1 ces) * re!ess deskto% %hones) %ub! c booth te!e%hon$ and * re! ne ser1 ces+
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TATA DOCOMO
4A4A #OCOMO s 4ata 4e!eser1 ces 5 m tedFs (44-5) te!ecom ser1 ce on the 8-M %!atform-ar s n" out of the 4ata 8rou%Fs strate" c a!! ance * th 0a%anese te!ecom ma&or N44 #OCOMO n No1ember 2008+ 4ata 4e!eser1 ces has rece 1ed a %an-Ind a ! cense to o%erate 8-M te!ecom ser1 ces) under the brand 4A4A #OCOMO and has a!so been a!!otted s%ectrum n 18 te!ecom C rc!es+ 44-5 and has a!read$ ro!!ed out ts ser1 ces n 1ar ous c rc!es+ 4he !aunch of the 4A4A #OCOMO brand marks a s "n f cant m !estone n the Ind an te!ecom !andsca%e) as t stands to redef ne the 1er$ face of te!ecoms n Ind a+ 4ok$o-based N44 #OCOMO s one of the *or!dFs !ead n" mob !e o%erators- n the 0a%anese market) the com%an$ s c!ear!$ the %referred mob !e %hone ser1 ce %ro1 der n 0a%an * th a >0 %er cent market share+ N44 #OCOMO has %!a$ed a ma&or ro!e n the e1o!ut on of mob !e te!ecommun cat ons throu"h ts de1e!o%ment of cutt n"-ed"e techno!o" es and ser1 ces+ O1er the $ears) techno!o" sts at #OCOMO ha1e def ned ndustr$ benchmarks ! ke C8 techno!o"$) as a!so %roducts and ser1 ces ! ke the -mode 4M) mob !e %a$ment and a %!ethora of ! fest$!e-enhanc n" a%%! cat ons+ 4oda$) *h !e most of the rest of the ndustr$ s on!$ be" nn n" to ta!k of 546 techno!o"$ and ts %oss b!e a%%! cat ons) #OCOMO has a!read$ started conduct n" 546 tr a!s n %h$s ca! "eo"ra%h es) not &ust ns de !aborator esO #OCOMO s a!so a "!oba! !eader n the /A- (/a!ue-Added -er1 ces) s%ace) both n terms of ser1 ces and handset des "ns) %art cu!ar!$ nte"rat n" ser1 ces at the %!atform sta"e+ 4he 4ata 8rou%-N44 #OCOMO %artnersh % * !! see offer n"s such as these be n" ntroduced n the Ind an market under the 4A4A #OCOMO brand+ 4A4A #OCOMO has a!so set u% a FBus ness and 4echno!o"$ Coo%erat on Comm ttee) com%r s n" of sen or %ersonne! from both com%an es+ 4he comm ttee s res%ons b!e for the dent f cat on of ke$ areas *here the t*o com%an es * !! *ork to"ether+ #OCOMO) the *or!dFs !ead n" mob !e o%erator) * !! *ork c!ose!$ * th the 4ata 4e!eser1 ces 5 m ted mana"ement and %ro1 de kno*-ho* on he!% n" the com%an$ de1e!o% ts 8-M bus ness+ #es% te be n" a !ate entrant) 4ata Ind com) 44-5Fs C#MA brand) has a!read$ estab! shed ts %resence and s the fastest-"ro* n" %an-Ind a o%erator+ Incor%orated n 1@@G) 4ata 4e!eser1 ces 5 m ted s the % oneer of the C#MA 1, techno!o"$ %!atform n Ind a+ 4oda$) 4ata 4e!eser1 ces 5 m ted) a!on" * th 4ata 4e!eser1 ces (Maharashtra) 5td) ser1es o1er CD m !! on customers n more than C20)000 to*ns and 1 !!a"es across the countr$ offer n" a * de
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ran"e of te!e%hon$ ser1 ces nc!ud n" Mob !e -er1 ces) < re!ess #eskto% 7hones) 7ub! c Booth 4e!e%hon$ and < re-! ne -er1 ces+
2001 - Mr+ / nod -huk!a) # rector has res "ned and Mr 7radee% Nau! has been a%%o nted n h s %!ace+ 2002-Bu"hes 4e!e+com crosses 1>0000 ! 1e customer ! nes+ Bu"hes 4e!e conf rms a%%o ntment of 8 /ar"hese as 7res dent 9 C6O+ Bu"hes 4e!e+com Ind a 5td has nformed that the Board has a%%o nted Mr 0a$ #ehe& a as a # rector of the Com%an$+ Mr #ehe& a has a!so been a%%o nted as a member of the Aud t Comm ttee and 6m%!o$ees -tock O%t on 7!an Com%ensat on Comm ttee+ Mr 0a$ #ehe& a s an Inde%endent # rector for the %ur%ose of C!ause =@ of the 5 st n" A"reement+ Further) the Board of # rectors has at ts meet n" he!d toda$ a%%o nted Mr 7au! < Chen" as an A!ternate # rector to Mr+ 0a$ #ehe& a+ Bu"hes Net*ork -$stems) a shareho!der of Bu"hes 4e!e+com (Ind a) 5td (B4I5)) and 4ata Industr es 5td on A%r ! 2C) 2002 s "ned a Memorandum of .nderstand n" to d scuss 1ar ous %oss b ! t es for enter n" nto atransact on * th res%ect to the n1estment of the B4I5 s%onsors n B4I5+ Bu"hes 4e!e+com Ind a 5td has nformed the Board of # rectors of the Com%an$ has acce%ted Mr -ettFs res "nat on at ts meet n" he!d on 0u!$ 1G) 2002+ Mr / 1ek -ett * !! ho*e1er cont nue as the Com%an$Fs Ch ef F nanc a! Off cer+ Bu"hes 4e!e+Com (Ind a) 5 m ted has nformed the 6,chan"e about the Chan"e n Board of # rectors as fo!!o*s H 1+) M;s+ 7ramod M tta!) 7radman Nau!) 0ack -ha*) Franc s Q FrantE) / nod N M tta!) 0ames 5ucchese) 7radee% Nau!) 0a$kumar #ehe& a 9 / &a$ dhar ha1e res "ned from the off ce of the # rector of the Com%an$ *+e+f #ecember G) 2002+ Conse(uent to the abo1e sa d res "nat ons) M;s+ Arun Numar (a!ternate to Mr+ 0ack -ha*)+ -an&a$ Chaudhar$ (a!ternate to Mr+ Franc s Q+ FrantE)) 7rana1 'oach (a!ternate to 0ames 5ucchese)) 7artho Baner&ee (A!ternate to %radee% Nau!)) 7au! < Chen" (A!ternate to 0a$kumar #ehe& a))0ohnM chae! 5 nd (A!ternate to 7ramod M tta!) ha1e a!so ceased to be a!ternate # rectors *+e+f+ #ecember G) 2002+ 2+) #r+ 0 0 ran ) Mr+ 'amakr shnan) Mr+ Ishaat Bussa n) Mr+ ' 8o%a!akr shnan) Mr+N shor Chaukar) Mr+ F rdose /andre1a!a) Mr+ N+-+'amachandran 9 Mr+ 7radman Nau! ha1e been a%%o nted as # rectors of the Com%an$ *+e+f+ #ecember G) 2002+ 4he Board * !! short!$ be e,%anded to nc!ude one more d rector+ 4he abo1e chan"es ha1e been a%%ro1ed at the meet n" of the Board of # rectors of the Com%an$ he!d on #ecember G) 2002+
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:119
Bu"hes 4e!e+com) te!e%hon$ ser1 ces %ro1 der of Maharashtra has been off c a!!$ renamed as 4ata 4e!eser1 ces (Maharashtra) !td+ 4ata 4e!eser1 ces (Maharashtra) Maharashtra (bes des Mumba )+ ntens f ed ts focus on rest of
44-5) the 7r 1ate bas c te!ecom ser1 ces o%erator has !aunched ts /o ce Ma ! -er1 ces (/M-)+ 4ata 4e!eser1 ces has t ed u% * th 4 er 1 nternet ser1 ce %ro1 der n5on"ue Commun cat ons to set u% =00 te!e%hone and nternet N osks n rura! 4am ! Nadu+ 44-5 s re-e1a!uat n" ts dec s on to e,%and ts %ub! c Ca!! Off ces (7COFs) and C$ber CafeFs across the countr$ under the 4ata Ind com .mbre!!a+ 4ra ! sou"ht out for c!ar f cat on on tar ffs from B$unda Motor s "n Mo . * th 4ata Ind com on Feb 11) 200> 4ata 4e!e !aunches ser1 ces n .ttarancha! 44-5 ro%es n 4r sha as brand ambassador 4ata 4e!e un1e !s 4ata Ind com mob !e ser1 ces n Nera!a 4ata 4e!eser1 ces nau"urates V4rue %a dF cam%a "n
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4ata Ind com t es-u% * th Ban"a!ore One for %a$ment of ts b !!s b$ Customers at Ban"a!ore One centers s%read across the c t$ 4ata 4e!e) /-N5 n %act * th Ind an Inst tute of Mana"ement Ca!cutta 4o %ro1 d n" e,c!us 1e and custom Eed commun cat ons so!ut ons 4ata 4e!eser1 ces 5td has !aunched ts f rst V4ata Ind com 4rue /a!ue BubF n Nera!a 200G 4ata 4e!e un1e !s 4ata Ind com 4 62 142 2 2 42 52 36 2 2 Ca$"#$a!ion o3 Fe 114 x 1>4'422 132 x 1>4'422 1D6 x 1>4'422 2 x 1>4'422 2 x 1>4'422 114 x116'422 132 x 116'422 1D6 x 116'422 2 x 116'422 2 x 116'422 Fe 52.6= D=.25 11>.41 2 2 3=.26 42.=5 5D.5= 2 2 Fo-Fe 12.=4 1=.25 11.5= 2 2 2.=4 =.25 C11.5= 2 2 >Fo-Fe?2 11=.6D D43.23 15D.51 2 2 2.DD D1.=2 512.31 2 2 >Fo-Fe?2AFe 1.36 =.4> 1.14 2 2 2.21 1.22 D.>1 2 2 13.D2
Fo Fe C1I @ S:UARE TEST 9alculated alue
B B
O8se 6e( =a$#e EC/e"!e( =a$#e
E 13.D2
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.egree of freedom Table Value E4 E Fat 5@ le el of significanceG
In!e / e!a!ion0 - 8rom the abo e analysis! it is found that the calculated alue is more than the table alue! i.e.! null hypothesis is %eHected. So there is significant difference between the gender and the le el of satisfaction towards the ser ices rendered by %eliance. +oth male and female respondents are not e"ually satisfied from the ser ices rendered by %eliance.
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C.a/!e III
FINDIN;S
1. 122@ of the respondents are ha ing telecommunication facility. 1. &ccording to the sur ey! the main elements of buying beha ior of T&T& -ndicom telecommunication ser ice are : ? 122@ of the respondents are considering "o6e a%e
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? %spondents are loo#ing for o33e s ? *ostly people loo#ing for the company 8 an( i)a%e ? loo#ing for "#s!o)e se 6i"e of the company ? %espondents are noticing sa$es / o)o!ion li#e ad ertisement. 3.T&T& -ndicom. 31 @ respondents are satisfied with the recharge coupons offered by the T&T& -ndicom. 4.&ll the people are satisfied the %eliance ser ices li#eC "o6e a%eD o33e sD 8 an( i)a%eD "#s!o)e se 6i"e and sa$es / o)o!ion &cording my ser e. >+Most %eo%!e ! ke the re! ance G8? and C2? %eo%!e ! ke the 4ata+ G+4he co1era"e of re! ance s better than Idea+
SU;;ESTION
This study offers the following suggestions: 8ollowing are the few suggestions to Re$ian"e an( Ta!a for impro ing the mar#et share and image of the products concerned. 1+ 9ompany can decrease call rates to other subscribers for attracting youngsters 1. Voucher card can pro ide all the retail shops on time for customer con enience. 3. +etter "uality batteries may be pro ided with the set. 4. Sales promotion can be more intense! li#e tele ision ad showing the price! "uality! and other
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product related details. 5. 5 en though the company has some offers or other alue added ser ices! it can be well #nown by the sales people. So it is better to pro ide ade"uate training to the sales people. 6. Iro ide the tower to all centers for a oiding the networ# problem. >. To ensure better customer satisfaction J maintain higher le el of 9ustomer relationship management! the billing department has to be more effecti e J efficient. D. Kser manuals and the plan$s pamphlets should be gi en to the staff for clearing the doubts of the customers. =. The cancellation mainly occurs in landline connection. So the company can ta#e care of the following ser ices =6 ? +illing acti ities ? &fter sales ser ice ? ,n time deli ery of the product after complaint has to be reco ered. 12. 9ompany can appoint more technicians to all T&T& retail True Value hubs to reco er on time land line ser ice compliant. 11. The employees can call bac# to customers atleast once in a month for getting the feedbac# of the ser ices offered. 11. 9ustomers are demanding for affordable price for product and gifts with purchasing. 13. *aHority of the customers are not satisfied with the recharge coupons offering by the company. So the company can increase the tal# time to all recharge coupons. 14. 9ustomer relationship managers can #eep the records of update details regarding the customer$s address change for sending the postpaid billing charges to a oid delay of payment. 15. &ll the T&T& -ndicom retail hubs can ha e the complaint grie ance box for customers. 16. 5mployees can inform customer complaint on time to the head of the department.
CONCLUSION
4he conducted stud$ tr$ to e,am ne the market m ndset to*ards one of the ma&or %!a$er n the te!ecom sector+ 4he se!ected com%an$ for the stud$ s 4A4A nd com *h ch s ha1 n" a
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re%utat on n the market+ 4h s stud$ had e,am ned customer e1a!uat on about the te!e ser1 ces %ro1 ded b$ the com%an$+ It a!so n1est "ates the ma&or reasons beh nd cance!!at on of ser1 ces b$ the customers+
The ma?or 6 4! 4gs are
? 4he customers are not sat sf ed * th ser1 ces because of the !o* (ua! t$M h "h %r ce) %oor after sa!es ser1 ces) !ess net*ork co1era"e etc+ ? 4he ma n reasons for cance!!at on of the ser1 ces *ereH - co1era"e %rob!em) customer ser1 ce) b !! n" com%!a nt sho*s the ne"at 1e m%ress ons to the com%an$+ 4he researcher "ot an e,%osure to the rea! s tuat ons of te!ecom market *or!d and react ons to the customers and enab!e to understand the customer react ons *h !e the$ are under"o n" d ssat sfact on of ser1 ces+ 4o the marketer) the %resent stud$ s a market ref!ect on about the ser1 ces offered+ 4h s * !! " 1e h m an ns "ht nto the customer %rob!ems) he has to sett!e at the ear! est) *h ch * !! he!% h m to e,%and h s market and m%ro1e h s ma"e+ #ue to the "ro* n" need for mob !e %hones) t:s no *onder that ser1 ce %ro1 ders are "o n" a!! out to ca%ture) as much market s%ace as the$ can+ As the number of mob !e %hone usersare est mated to r se to about 120 m !! on b$ 2008) t:s not sur%r s n" that most of the !ead n" ser1 ce %ro1 ders n Ind a ha1e started brand n" and market n" the r ser1 ces more a""ress 1e!$+ From the research be n" conducted *e can conc!ude the connect 1 t$ s f ne more em%has s shou!d be " 1en more on ad1ert sements+ More user are sat sf ed * th %!ane 2=@;- n 'e! ance + Customer care ser1 ce s e,ce!!ent+ More customer ha1e kno*!ed"e of the com%an$ %!an+
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1+ /u# 4g "ehav or3 b$ $art 4 T 4aM -am Manaber S200>I+ 1. Bo$!onD R.ND EannanD P.E.B a)$e!! D M.D>2002? ! -mplications of loyalty program membership and ser ice experiences for customer retention and alue! Journals of the Academy of Marketing Science. 3. D Eo!.a i C R >2005? Research Methodology: Methods and Techni ues Fis.'a P a&as.an. 4. Lim +lythe F1===G The 5ssence of 9onsumer +eha iour ! Irentice 6all IT%. >+ 5 u) %ol 2<
11:. Factors affecting the brand decision in the mobile phone industry n as a) 0ourna!s of Market n"+ 6. Biu! Vol 4! F1221G !actors affecting the brand decision in the mobile "hone industry in >. *artin Tina/ Sam *anaberi! Vol 1 012253 consumer buying behavior! -ndian Lournals 8+ $r. Rola4! T.Rust< %aler e A. Fe thaml 111.:: #ur n" customer e(u t$) market n" mana"ement *r tten b$ the Ph l p @otler 112. page 4o. (DG;D0.+ =. Ihilip Motler and Me in Bane Meller F1225G! Marketing Management Twelfth 5dition! Irentice 6all! .elhi. 10+ See He4r# Assael) consumer bu$ n" beha1 or and market n" act on /osto4: 'a4t (78G3. (ch.2. from the book mar@et 4g ma4ageme4t *r tten b$ the Ph l p @otler 112. page 4o.11; :1:.. 11. Sin%. GD>2002?D C#s!o)e Sa!is3a"!ion and Lo2a$!2 9#(%e)en!! Journals of Academy od Marketing Management# pp.1DC35 12+ -harma N) -har% A) (1@@@)) the m%act of commun cat on effect 1eness and ser1 ce (ua! t$ on re!at onsh % comm tment n consumer) %rofess ona! ser1 ces) The Journal of Marketing Management 1C+ - n"h 0