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PROJECT REPORT ON
YOUTH PERCEPTION OF GSM MOBILE SERVICE PROVIDERS (A CASE STUDY OF PUNJAB)
Submitted i !"#ti"$ %u$%i$$me t %&# t'e de(#ee &%
MASTERS OF BUSINESS ADMINISTRATION
MBA (M"#)eti ()
(*++, - *++.)
U de# t'e Su!e#/i0i& &%
E#1 A1S1MAR2AHA
Submitted B34
NAVEEN SINGLA MBA5* *,67
SCHOOL OF MANAGEMENT STUDIES PUNJABI UNIVERSITY8 PATIALA1
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CERTIFICATE
This is to certify that the project entitled “Youth Perception of GSM Mobile Service Providers: A Case Study of Punjab” Sub itted !y "aveen Sin#la$ in partial fulfill ent of the re%uire ent for the a&ard of de#ree of Master of !usiness Ad inistration$ in School 'f Mana#e ent Studies$ Punjabi (niversity$ Patiala) is a bonafide piece of research &or* conducted under y supervision and #uidance and no part of this project has been
sub itted for any other de#ree+
D"te4
E#1 A1S1 M"#9"'" Le:tu#e# S1M1S8 Pu ;"bi U i/e#0it38 P"ti"$"1
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AC<NO2LEDGEMENT
, &ould li*e to ta*e this opportunity to than* E#1 A1S1M"#9"'"8 Le:tu#e#8 S:'&&$ &% M" "(eme t Studie08 Pu ;"bi U i/e#0it38 P"ti"$"8 &ho has been #uidin# force for y
Project -eport on =Youth Perception of GSM Mobile Service Providers: A case study of Punjab+”
, a
also very than*ful to all of
y teachers and friends for their support and aterial for this Project -eport$ &ithout
encoura#e ent in findin# out the appropriate their than*less support and efforts$ e+
a*in# this report &ould have been i possible for
, a
also than*ful to D#1 A1 S C'"9$"8 He"d &% t'e De!"#tme t8 S:'&&$ &% e the re%uired
M" "(eme t Studie08 Pu ;"bi U i/e#0it38 P"ti"$" for providin# facilities in the depart ent+
N"/ee Si ($" MBA5* (A) *,67
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TABLE OF CONTENTS
CHAPTER NO1
PARTICULARS
INTRODUCTION TO THE STUDY • • Teleco T-A, Teleco Sector in ,ndia Services unication
PAGE NO1
C'"!te# - >
./01
• • •
Classification of Teleco
C'"!te#5*
,ntroduction to the Co panies LITERATURE REVIE2
23/22
RESEARCH METHODOLOGY • "eed 4 Scope 26/67 'bjectives of the Study
C'"!te# - ?
•
• 5i itations of the Study DATA INTERPRETATION AND ANALYSIS
C'"!te# -@ C'"!te# - A
69/.. .: .; .1 :3 :7/:0
•
8indin#s CONCLUSION SUGGESTIONS BIBLIOGRAPHY ANNEBURE
•
<uestionnaire
LIST OF TABLES S#1N&1
Tit$e
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T"b$e >1 T"b$e *1 T"b$e ?1 T"b$e @1 T"b$e A1 T"b$e 61
Table 7 sho&in# percenta#e of respondents subscribed &ith different Mobile Service Providers+ Table 9 sho&in# the sources fro co panies+ Table 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services+ This table 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers+ Table 6 sho&in# percenta#e of prepaid and postpaid custo ers+ This table . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current This table : sho&s the brand of different obile phone nu ber that they obile service provider obile service providers &hich are to be obile service a*in# obile phone no+ &here the custo ers #ot ac%uainted &ith these
T"b$e ,1
preferred &hen the respondents are satisfied to chan#e their current provider &hen they are per itted to retain the current This table ; sho&in# the usa#e of calls and te=t essa#in#+
T"b$e 71 T"b$e .1 T"b$e >+1 T"b$e >>1 T"b$e >*1 T"b$e >?1
obile services for anythin# beyond
This table 1 sho&in# , portance of various factors in a
obile service provider+
This table 73 sho&s the i portance of price on a 6 point scale in different brands+ This fi#ure 77 sho&s the i portance of %uality of service on a 6 point scale in different brands+ This table 79 sho&s the Availability in different states on a 6 point scale in different brands+ Table 70 sho&in# perception of various factors of different co panies by all the respondents+
LIST OF FIGURES
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S#1N&1 Fi(u#e >1 Fi(u#e *1 Fi(u#e ?1 Fi(u#e @1 Fi(u#e A1 Fi(u#e 61
Service Providers+ 8i#ure 9 sho&in# the sources fro co panies+
Tit$e
8i#ure 7 sho&in# percenta#e of respondents subscribed &ith different Mobile &here the custo ers #ot ac%uainted &ith these
8i#ure 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services+ This 8i#ure 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers+ 8i#ure 6 sho&in# percenta#e of prepaid and postpaid custo ers+ This 8i#ure . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current This 8i#ure : sho&s the brand of different obile phone nu ber that they obile service provider obile service providers &hich are to obile a*in# obile phone no+
Fi(u#e ,1
be preferred &hen the respondents are satisfied to chan#e their current service provider &hen they are per itted to retain the current This 8i#ure ; sho&in# the usa#e of calls and te=t essa#in#+ obile services for anythin# beyond
Fi(u#e 71 Fi(u#e .1 Fi(u#e >+1 Fi(u#e >>1 Fi(u#e >*1
This 8i#ure 1 sho&in# , portance of various factors in a
obile service provider+
This 8i#ure 73 sho&s the i portance of price on a 6 point scale in different brands+ This fi#ure 77 sho&s the i portance of %uality of service on a 6 point scale in different brands+ This 8i#ure 79 sho&s the Availability in different states on a 6 point scale in different brands+
INTRODUCTION
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Co parative research$ si ply put$ is the act of co parin# t&o or
ore thin#s &ith a vie&
to discoverin# so ethin# about one or all of the thin#s bein# co pared+ This techni%ue is often utili>es ?hen it co es to ethod$ the ultiple disciplines in one study+ ajority a#ree ent is that there is no ethodolo#y peculiar
to co parative research+ The
ultidisciplinary approach is #ood for the fle=ibility it offers$
yet co parative pro#ra s do have a case to ans&er a#ainst the call that their research lac*s a “sea less &hole”+ There are certainly ethods far uch ore co on than others in co parative studies$ ho&ever+
<uantitative analysis is the
ore fre%uently perused than %ualitative$ and this is seen in
ajority of co parative studies can be use %uantitative data+ ethod of co parin# thin#s is the sa e for co parative research as it is in our
The #eneral
everyday practice of co parisons+ 5i*e cases are treated ali*e$ and cases are treated differently) the e=tent of difference deter ines ho& differently cases are treated+ The point here is that if one is able to sufficiently distin#uish t&o cases$ co parative research conclusions &ill not be very helpful+ Secondary analysis of %uantitative data is relatively &idespread in co parative research$ undoubtedly in part because of the cost of obtainin# pri ary data for such lar#e thin#s as a country@s policy environ ent+ A typical ethod of co parin# &elfare state is to ta*e
balance their levels of spendin# on social &elfare+ Co parative research is a ethodolo#y in the social sciences that ai s to ajor proble a*e
co parisons across different countries and cultures+ A research is that the data sets in different countries define cate#ories differently+
in co parative
ay not use the sa e cate#ories$ or
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•
TELECOMMUNICATION unication is one of the fastest #ro&in# service industries in the &orld+ ?hile
Teleco
the accent of #ro&th is one the value added service$ such as e/ ail$ cellular phones etc in the developed countries+ This sector a crucial role in spurrin# #ro&th$ especially industrial and service$ in any econo y+ Multinational co panies are investin# in developin# countries because of hu#e latest de and+ Telephone penetration has reached saturation levels in the developed &orld+ Teleco unication historically has been a state initiated and controlled sector in all
countries+ The last t&o decades has &itnessed a restrictin# of the entire sector across the #lobe$ in ter s of privati>ation and co petition+ 'penin# up of econo ics and privati>ation in the developin# countries has tri##ered influ= of forei#n capital and technolo#y+ Teleco density is only 9 per 733$ &hich is less than that of China A2+6 per 733B and the
&orld avera#e A73 per 733B+ Cellular penetration is also lo& at 3+7C co pared to China A7+7CB and Malyasia A9CB+ To i prove penetration &ill i ply an invest ent of over -s+ .33 billion in ne=t 6 years+ The industry had received the Teleco Policy of 7112 &ith enthusias + ,t &as hoped that Sector+ (nfortunately$ delays in
this &ould usher in a ne& era in the teleco
i ple entation and resultin# confusion have derailed the sa e+ The initial enthusiastic responses to buildin# have #iven &ay to liti#ation and subse%uent delays+ 'ut of the 99 circles ade available to the private sector for basic teleco service$ only 9 are
operational after 6 years+
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Despite all the delays$ ,ndia has
ana#ed to ta*e steps to&ards privati>ation and services+ The #overn ent has announced a unication+
introduction of co petition in basic teleco ne& teleco
policy$ &hich clarifies the future role of Depart ent of Teleco
The ne& ,SP policy &ill pro ote the use of internet+ All this ai s to pro ote invest ent in the teleco years+ The buildin# process &as also adversely affected by Ei achal futuristic &hich sub itted bids of -s+ ;63 !n for 1 licenses leadin# in an i passe+ The solution for ulated by the policy a*ers to copies nu ber of licenses per co pany ostensibly$ to avoid co petition ade on opti istic de and esti ates$ &hich have ost of the co panies facin# cash losses+ Most sector+ The sector &ill under#o a dra atic transfor ation in the ne=t 0/6
also led to confusion+ The bids &ere not yet
ateriali>ed+ This has resulted in
of the ,ndian partners do not have the stren#th to &ithstand lon# #enestations and sellin# out to their forei#n collaborators+ The ne& teleco A nu ber of M"Cs set up joint ventures for policy has addressed this issue also+ anufacture of teleco e%uip ent in the
last 0 years+ The capacity builds up outstripped de and fro
the service providers+ Due
to resource crunch$ D'T Athe do inant sin#le buyerB delayed placin# orders+ This resulted in an adverse i pact on the botto /line+ A sha*e out local players Aincludin# so e PS(sB &ho are technolo#ically not co petitive is bound to happen+ • TRAI (TELECOM REGULATORY AUTHORITY OF INDIA) -e#ulatory Authority of ,ndia or T-A, Aestablished 711:B is the
The Teleco
independent re#ulator established by the Govern ent of ,ndia to re#ulate the teleco unications business in ,ndia+ The T-A,$ &hich dra&s re#ulatory po&er fro
the T-A, Act of 711: AA ended 9333B$ is responsible for:
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Notwithstanding anything contained in the Indian Telegraph Act,1885,the functions of the Authority shall be to(") Make recommendations, on a request from the licensor, on the following matters, namely: AiB need and ti in# for introduction of ne& service provider) AiiB ter s and conditions of license to a service provider) AiiiB revocation of license for non/co pliance of ter s and conditions of license: AivB easures to facilitate co petition and pro ote efficiency in the operation of teleco unication services so as to facilitate #ro&th in such services+
AvB technolo#ical i prove ents in the services provided by the service providers+ AviB type of e%uip ent to be used by the service providers after inspection of e%uip ent used in the net&or*+ AviiB easures for the develop ent of teleco atter relatable to teleco AviiiB efficient unication technolo#y and any other
unication industry in #eneral)
ana#e ent of available spectru )
(b) Discharge the following functions, namely:AiB ensure co pliance of ter s and conditions of license) AiiB not&ithstandin# anythin# contained in the ter s and conditions of the license #ranted before the co ence ent of the Teleco -e#ulatory Authority AA end entB
'rdinance$9333$ fi= the ter s and conditions of inter/connectivity bet&een the service providers) AiiiB ensure technical co patibility and effective inter/connection bet&een different service providers+
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AivB re#ulate arran#e ent a on#st service providers of sharin# their revenue derived fro providin# teleco unication services)
AvB lay do&n the standards of %uality of service to be provided by the service providers and ensure he %uality of service and conduct the periodical survey of such service provided by the service providers so as to protect interest of the consu ers of teleco unication services)
AviB lay do&n and ensure the ti e period for providin# local and lon# distance circuits of teleco AviiB unication bet&een different service providers) atters as ay be
aintain re#ister of interconnect a#ree ents and of all such other
provided in the re#ulations) AviiiB *eep re#ister aintained under clause AviiiB open for inspection to any e ber of ay be
public on pay ent of such fee and co pliance of such other re%uire ent as provided in the re#ulations) Ai=B ensure effective co pliance of universal service obli#ations)
•
TELECOM SECTOR IN INDIA
More than 796
illion telephone net&or* is one of the lar#est co
unication net&or*s
in &orld$ &hich continues to #ro& at a blisterin# pace+ The rapid #ro&th in the teleco positive policy sector can be attributed to the various pro/active and
easures ta*en by the #overn ent as &ell as the dyna ic and service providers both in private and public
entrepreneurial spirit of the various teleco sector+ The teleco
sector has sho&n i pressive #ro&th durin# the past decade+
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T&o stri*in# features of this #ro&th vi>+ increasin# preference for
obile phones and
hi#her contribution of private sector in the incre ental #ro&th have predo inated the teleco sector+ The share of obile phones Aincludin# ?55 obileB has overta*en the
share of landlines &ith .9C in the total nu ber of phones+ The private sectorFs contribution is also increasin# rapidly+ Currently added each ore than 03 la*h phones are bein#
onth and it is tar#eted that by the end of 933; the total nu ber of phones illion ta*in# the tele/density to ore than 03C &hich is
ay reach a level of 063 currently at 92+.0C+
Net9&#) EC!" 0i& 4 The total nu ber of telephone subscribers has reached 9;7+.9 illion at the end of Ganuary 933; as co pared to 909+;: illion in Guly 933:+ The
overall teledensity has increased to 90+.0C in Ganuary 933; as co pared to 97+93C in Au#ust 933:+ 2i#e$e00 Se#/i:e: The &ireless se# ent sa& a sur#e of ;+:: onth co pared to ;+7: subscriber@s base to 929+23 illion subscribers last
illion in Dece ber933:+ This pushed the total &ireless illion by Gan 07 933;+ illion &ith
2i#e$i e Sub0:#ibe#04 The &ireline se# ent subscriber base stood at 01+:0 a decrease of 3+7. illion at the end of Ganuary 933;+
Te$ede 0it34 The #ross subscriber base reached 93.+;0
illion at the end of March 933:+
The teledensity is 92+.0Cat the end of Ganuary 933; as co pared to 7;+07C at the end of March 933:$ re#isterin# an increase of .C+
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I :#e"0i ( R&$e &% P#i/"te Se:t The private sector has played a si#nificant role in the #ro&th of teleco Dece ber 933: fro sector+ The share of private sector has risen to ;6 per cent in .2+72 per cent in "ove ber 933.+
T"#i%% Reb"$" :i ( Me"0u#e04 There has been a dra atic fall in the tariffs due to increased co petition+ The considerably in recent ini u effective char#es for local calls have fallen
onths especially for cellular service+ The lon# distance do estic
as &ell as international char#es have also fallen considerably+ Te$e:&m Re(u$"t Aut'&#it3 &% I di" (TRAI)4 T-A, &as established under the Teleco -e#ulatory Authority of ,ndia Act$ 711: enacted on March 9;$ 711:+ The #oals
and objectives of T-A, are focused to&ards providin# a re#ulatory fra e&or* that facilitates achieve ent of the objectives of "e& Technolo#y Policy A"TPB 7111+ T-A, has endeavored to encoura#e #reater corporation in the teleco better %uality and affordable prices+ Teleco unication sector in ,ndia can be divided into t&o se# ents: 8i=ed Service sector to#ether &ith
Provider A8SPsB$ and Cellular Services+ 8i=ed line services consist of basic services$ national or do estic lon# distance and international lon# distance services+ The state operators A!S"5 and MT"5B$ account for al ost 13 per cent of revenues fro basic
services+ Private sector services are presently available in selective urban areas$ and collectively account for less than 6 per cent of subscriptions+ Eo&ever$ private services focus on the businessHcorporate sector$ and offer reliable$ hi#h/ end services$ such as leased lines$ ,SD"$ closed user #roup and videoconferencin#+
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Cellular services can be further divided into t&o cate#ories: Global Syste Co
for Mobile
unications AGSMB and Code Division Multiple Access ACDMAB+ The GSM sector
is do inated by Airtel$ Iodfone/Eutch$ !S"5 and Spice/,dea Cellular$ &hile the CDMA sector is do inated by -eliance and Tata ,ndico + 'penin# up of international and do estic lon# distance telephony services are the industry+ Cellular operators #et substantial revenue fro the ajor #ro&th drivers for cellular these services$ and co pensate ain source of
for reduction in tariffs on airti e$ &hich alon# &ith rental &as the
revenue+ The reduction in tariffs for airti e$ national lon# distance$ international lon# distance$ and handset prices has driven de and+
•
CLASSIFICATION OF TELECOMMUNICATION SERVICES >1 !asic services *1 Cellular services ?1 ,nternet Service Provider A,SPB
? CELLULAR SERVICE
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?
There are five private service operators in each area$ and an incu bent state operator+ Al ost ;3C of the cellular subscriber base belon#s to the pre/paid se# ent+
?
The D'T has allo&ed cellular co panies to buy rivals &ithin the sa e operatin# circle provided their co bined ar*et share did not e=ceed .: per
cent+ Previously$ they &ere only allo&ed to buy co panies outside their circle+ G#&9t' D#i/e#0 'penin# up of international and do estic lon# distance telephony services are #ro&th drivers in the industry+ Cellular operators no& #et substantial revenue fro these services$ and co pensate the for reduction in tariffs on air ti e$
&hich alon# &ith rental &as the
ain source of revenue+ The reduction in
tariffs for airti e$ national lon# distance$ international lon# distance$ and handset prices has driven de and+
•
THE <EY PLAYERS IN THE TELECOM MAR<ET IN INDIA ? Ce$$u$"# Se#/i:e !#&/ide#4
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? Airtel ? Iodafone ? !S"5 ? SpiceH,dea ? -eliance ? Tata indico ? Aircel ? MT"5
? Sub0:#ibe#0 • • • ?ireless subscribers crosses 933 Tele density reaches 97+93C ,ndia has beco e the second lar#est &ireless net&or* #iven the e=ceptional #ro&th in Mobile subscribers in ,ndia+ illion ar*
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Accordin# to latest release by T-A, ATeleco &ireless subscribers base stood at 9.7+31 966
-e#ulatory authority of ,ndiaB$ the total
illion at the end of March 933;$ co pared to illion &ireless subscribers have been illion &ireless subscribers added in
illion subscribers in (+S+ A total of 73+7. onth of March 933; as a#ainst ;+60
added in the the
onth of 8ebruary 933;+
Another land ar* that March sa& &as reachin# a total telephone connections to 033 illion A&irelineJ&irelessB+ The overall tele/density is pe##ed at 9.+99C at the end of March 933; as a#ainst 96+07C in 8ebruary 933;+ The total nu ber of telephone subscribers has reached 927+39 Au#ust 933: as co pared to 909+;: illion at the end of
illion in Guly 933:+ The overall teledensity has
increased to 97+93C in Au#ust 933: as co pared to 93+69C in Guly 933:+ ,n the &ireless se# ent$ ;+07 ;+3. illion subscribers have been added in Au#ust 933: &hile
illion subscribers &ere added in Guly 933:+ The total &ireless subscribers AGSM$ illion at the end of Au#ust 933:+
CDMA 4 ?55 A8BB base reaches 937+91
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INTRODUCTION TO THE COMPANIES AIRTEL
T3!e F&u ded He"dDu"#te#0 <e3 !e&!$e I du0t#3 P#&du:t0 Re/e ue S$&(" 2eb0ite
Public$ 5isted on !SK 71;6 "e& Delhi$ ,ndia Sunil Mittal Teleco Mobile and 8i=ed/5ine Teleco L. !illion K=press Yourself &&&+"i#te$+in unication operator
!harti Airtel$ for erly *no&n as !harti Tele/Ientures 5i ited A!TI5B is ,ndiaFs lar#est cellular service provider &ith ore than :6 illion subscribers as of Au#ust 933;+,t also
offers fi=ed line services and broadband services+ ,t offers its TK5KC'M services under the Airtel brand and is headed by Sunil Mittal+ The co pany also provides telephone services and ,nternet access over DS5 in 72 circles+ The co pany co ple ents its obile$ broadband 4 telephone services &ith national and international lon# distance services+ The co pany also has a sub arine cable landin# station at Chennai$ &hich connects the sub arine cable connectin# Chennai and Sin#apore+ The co pany provides
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end/to/end data and enterprise services to the corporate custo ers throu#h its nation&ide fiber optic bac*bone$ last ile connectivity in fi=ed/line and obile circles$ ISATs$ ,SP
and international band&idth access throu#h the #ate&ays and landin# station+ !harti Knterprises has successfully focused its strate#y on teleco diverse fields of business+ 8ro beco in# the lar#est &hile straddlin#
the creation of FAirtelF$ one of ,ndiaFs finest brands$ to ter inals under
anufacturer and e=porter of &orld class teleco
its F!eetelF brand$ !harti has created a si#nificant position for itself in the #lobal teleco unications sector+ !harti Airtel 5i ited is today ac*no&led#ed as one of ,ndiaFs illion custo ers across the
finest co panies$ and its fla#ship brand FAirtelF$ has over 92 len#th and breadth of ,ndia+ ?hile a joint venture &ith TeleTech ,nc+$ (SA
ar*ed !harti@s successful foray into the
Custo er Mana#e ent Services business$ !harti Knterprises@ dyna ic diversification has continued &ith the co pany venturin# into teleco soft&are develop ent+ -ecently$
!harti has successfully launched an international venture &ith K5 -othschild Group o&ned K5-' Eoldin#s ,ndia 5td+$ to e=port fresh A#ri products e=clusively to in Kurope and (SA+ ar*ets
C&m!" ie0 &% Ai#te$ A brief introduction to each of its co panies is #iven belo&: >1 B'"#ti Ai#te$ Ltd
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!harti Airtel 5td is ,ndiaFs leadin# provider of teleco
unications services+ The
co pany has 2 distinct !usiness divisions / Mobile 4 telephone services$ broadband services$ lon# distance services and enterprise services+ *1 B'"#ti Te$eTe:' Ltd !harti TeleTech 5td brand F!eetelF ?1 Te$e:&m Se3:'e$$e0 Ltd Teleco Seychelles 5td provides teleco services in Seychelles$ under the brand FAirtelF anufactures and e=ports &orld/class teleco e%uip ent under the
@1 B'"#ti Te$e0&%t Ltd !harti Telesoft 5td delivers best/in/class$ revenue/critical IAS products and services to teleco carriers+
A1 Te$eTe:' Se#/i:e0 (I di") Ltd TeleTech Services A,ndiaB 5td is joint venture &ith TeleTech ,nc+$ (SA+ ,t offers a ran#e of Custo er Mana#e ent Services+ 61 Fie$dF#e0' F&&d0 P/t Ltd 8ield8resh 8oods Pvt 5td is !hartiFs venture &ith K5 -othschild Group o&ned K5-' Eoldin#s ,ndia 5td+$ to e=port fresh A#ri products e=clusively to (SA+ ar*ets in Kurope and
Airtel is a b#" d of teleco
unication services in I di" operated by !harti Airtel+
Airtel is the lar#est cellular service provider in ,ndia in ter s of nu ber of subscribers+ !harti Airtel o&ns the Airtel brand and provides the follo&in# services under the brand
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na e Airtel: Mobile Services Ausin# GSM Technolo#yB$ !roadband 4 Telephone Services A8i=ed line$ ,nternet ConnectivityADS5B and 5eased 5ineB$ 5on# Distance Services and Knterprise Services ATeleco unications Consultin# for corporatesB+ ,t has
presence in all 90 circles of the country and covers :7C of the current population+ 5eadin# international teleco partial sta*es in !harti Airtel+ ,n March 933;$ !harti Airtel &ill roll out third #eneration services in Sri 5an*a in association &ith EYPK-5,"M Nhttp:HHen+&i*ipedia+or#H&i*iHSin#telN Oo NSin#telN ajor Sin#tel$ &hich o&ns a unication co panies such as and held
Iodafone
Sin#Tel
Sin#tel+ This is because Sin#apore/based Asian teleco little over 03C in !harti Airtel$ is a #eneration net&or*s in several
ajor player in the 0G space as it has already third
ar*ets across Asia
The Co pany !harti Airtel is in ,ndia the bi##est inte#rated and also the 7st telephone service provider in the private sector$ &hich has footprint in around 90 teleco circles+
!harti Airtel 5i ited has been since its very be#innin# usin# the latest technolo#y and thus the co pany has paved the &ay for the teleco services and products+ This has helped !harti Airtel Co pany to #ro& for the nu ber of its custo ers has increased very rapidly over the years+ The co pany has around 6o 933: and its ar*et share of obile subscribers in ,ndia is at 90+2C+ illion custo ers in sector in ,ndia &ith its &orld/class
The co pany !harti Airtel 5i itedFs total revenue a ounted to -s+79$ 929 crore in 933./ 933: and the net profit stood at -s+0$ 79. crore+ The Co pany !harti Airtel is divided into 0 business units that are:
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• • •
!roadband 4 Telephone A!4TB services Knterprise services Mobile services
A on# the various services that the !harti Airtel 5i ited Co pany provides to its custo ers$ the services of broadband and telephone A!4TB are 7 of the + The co pany provides broadband ,nternet services of hi#h speed for it has the best net&or* in ,ndia+ The co pany !harti Airtel also provides telephone services in around 12 cities of the country and this helps the people to stay connected &ith one another+ The co pany plans to e=pand its broadband and telephone services by providin# ,PTI services and DTE operations+ 8urther !harti Airtel provides enterprise services to its custo ers+ The services of enterprise provide teleco end/to/end solutions to custo ers &ho belon# to the corporate
sector and also lon# distance services to international and national carriers+ The co pany !harti Airtel has and is also a ore than 06$37. *ilo eters of optic fiber$ a sub arine landin# station$
e ber of South Kast Asia/ Middle Kast/ ?estern Kurope/ 2+ All this has
helped the co pany to provide the best enterprise services to its custo ers+ The co pany !harti Airtel 5i ited plans to e=pand its enterprise services so that it can achieve the status of a #lobal carrier &ithin a period of 9/ 0 years+
A9"#d0 " d Re:&( iti& ?ireless service provider of the year 9336 at the 8rost and Sulivan Asia/Pacific ,CT a&ards
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Co petitive service provider of the year 9336 at the 8rost and Sulivan Asia/ Pacific ,CT a&ards !harti Airtel added the hi#hest ever net addition of 6+0 illion custo ers in a illion
sin#le %uarter A<2/8Y3.3:B and also the hi#hest ever net addition of 7; total subscribers in 933./3:
The co pany &ill invest up to L0+6 billion this fiscal A3:/3;B in net&or* e=pansion+ ,t has an installed base of 23$333 cellsites and 61C population covera#e After the proposed net&or* e=pansion$ an additional 03$333 to&ers &ill result in the co pany achievin# :3C population covera#e !harti has over 01 illion users as on March 07$ 933: illion subscribers by 9373
,t has set a tar#et of 796
Prepaid custo ers account for ;;+6C of !harti@s total subscriber base$ an increase fro ;9+:C a year a#o
A-P( has dropped to -s 23. "on/voice revenues$ ASMS$ voice ail$ call ana#e ent$ hello tunes and Airtel
5iveB constituted 73C of total revenues durin# <2$ lo&er than 73+:C in the <2 of the previous year
!lended
onthly
inutes of usa#e per custo er in <2 &as at 2:6
inutes
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Eas co pleted 733C verification of its subscribers and in the process disconnected three la*h subscribers
M"#)et Ne90 Mar*et Capitalisation Appro=+ -s+ 7$.:3 billion Closin# !SK share price P -s+ ;;3+:6 S"$e0 4 P#&%it0 4 A00et0 4 39+.9 !illion L 33+2. !illion L 32+2. !illion L
M"#)et V"$ue 4 27 !illion L 'n 8ebruary 79$ 933: Iodafone sold its 6+.C sta*e in AirTel bac* to AirTel for (S L7+. billion) and purchased a controllin# sta*e in rival Eutchison Kssar+
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VODAFONE
F&u ded He"dDu"#te#0
71;0 as R":"$ Te$e:&m$ independent 7117 "e&bury$ Kn#land$ (M Arun Sarin$ CK' Sir Gohn !ond$ Chair an Gohn !uchanan$ Deputy Chair an Andy Ealford$ C8' Mobile teleco unications services$ Ktc+
<e3 !e&!$e
I du0t#3 P#&du:t0 Re/e ue Net i :&me S$&("
Mobile net&or*s$ Teleco
Q R07+732 billion G!P A933:B S R/7+6.2 billion G!P A933:B Make the ost of now Ain any countries$ their previous slo#an$ !ow are you"$ is still usedB
2eb0ite
&&&+vodafone+co
Iodafone is a
obile net&or* operator head%uartered in "e&bury$ !er*shire$ Kn#land$ obile teleco unications net&or* co pany in the &orld by
(M+ ,t is the lar#est turnover and has a
ar*et value of about R733 billion ADece ber 933:B+ Iodafone
currently has e%uity interests in 96 countries and Partner "et&or*s Anet&or*s in &hich it has no e%uity sta*eB in a further 01 countries+ The na e Iodafone co es fro Ioice data
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fone$ chosen by the co pany to Nreflect the provision of voice and data services over obile phones+N At 07 Ganuary 933: Iodafone had 933 illion proportionate custo ers in 96 ar*ets
across 6 continents+ ANProportionate custo ersN a 03C sta*e in a business &ith a easure it is the second lar#est The ei#ht ar*ets &here it has
eans$ for e=a ple$ that if Iodafone has
illion custo ers$ that is counted as 033$333B+ 'n this obile teleco ore than ten #roup in the &orld behind China Mobile+ illion proportionate custo ers are the
(nited Min#do $ Ger any$ ,ndia$ ,taly$ Spain$ Tur*ey$ K#ypt and the (nited States+ ,n the (+S+$ these custo ers co e via its other seven ar*ets Iodafone has inority sta*e in Ieri>on ?ireless$ and in the
ajority/controlled subsidiaries+
'n 03 May 933.$ the co pany announced a loss before ta= of R72+1 billion for 9336$ the bi##est loss in !ritish corporate history+ The loss for the year fro &as R7:+9 billion and the botto continuin# operations
line loss for the financial year &as R97+; billion+ The
co pany &as pushed into loss by i pair ent char#es of R90+6 billion$ &hich related to the ac%uisition of Mannes ann several years earlier$ and losses of R2+. billion in relation to its discontinued business in Gapan+ At an operatin# level it re ained hi#hly profitable$ &ith an operatin# profit on continuin# operations of R1+2 billion before i pair ent costs+ Iodafone@s ori#inal lo#o &as used until the introduction of the speech ar* lo#o in 711;+
,n 71;9 -acal Klectronics plcFs subsidiary -acal Strate#ic -adio 5td+ &on one of t&o (M cellular telephone net&or* licenses+ The net&or*$ *no&n as -acal Iodafone &as ;3C o&ned by -acal$ &ith Millico and the Ea bros Technolo#y Trust o&nin# 76C and 6C
respectively+ Iodafone &as launched on 7 Ganuary 71;6+ -acal Strate#ic -adio &as
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rena ed -acal Teleco
unications Group 5i ited in 71;6+ 'n 91 Dece ber 71;. inority shareholders of Iodafone for G!R773 illion+
-acal Klectronics bou#ht out the
,n Septe ber 71;; the co pany &as a#ain rena ed -acal Teleco
and on 9. 'ctober
71;; -acal Klectronics floated 93C of the co pany+ The flotation valued -acal Teleco at G!R7+: billion+ 'n 7. Septe ber 7117 -acal Teleco Klectronics as Iodafone Group+ ,n Guly 711. Iodafone ac%uired the t&o thirds of Tal*land it did not already o&n for R03+. illion+ 'n 71 "ove ber 711.$ in a defensive ove$ Iodafone purchased Peoples &as de er#ed fro -acal
Phone for R::
illion$ a 7;7 store chain &hose custo ers &ere over&hel in#ly usin# ove the co pany ac%uired the ;3C of Astec
IodafoneFs net&or*+ ,n a si ilar Co
unications that it did not o&n$ a service provider &ith 97 stores+ ar* in a circle) ar*s$ su##estin#
,n 711: Iodafone introduced its #peech ark lo#o$ as it is a %uotation the 'Fs in the Iodafone lo#otype are openin# and closin# %uotation conversation+ 'n 91 Gune 7111 Iodafone co pleted its purchase of AirTouch Co
unications$ ,nc+ enced
and chan#ed its na e to Iodafone airtouch plc+ Tradin# of the ne& co pany co on 03 Gune 7111+ To approve the
er#er$ Iodafone sold its 7:+9C sta*e in K/Plus
Mobilefun*+ The ac%uisition #ave Iodafone a 06C share of Mannes ann$ o&ner of the lar#est Ger an obile net&or*+ er#e its (+S+ &ireless assets &ith those of er#er &as co pleted on 2 April
'n 97 Septe ber 7111 Iodafone a#reed to !ell Atlantic Corp to for 9333+
Ieri>on ?ireless+ The
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,n "ove ber 7111 Iodafone
ade an unsolicited bid for Mannes ann$ &hich &as
rejected+ Iodafone@s interest in Mannes ann had been increased by the latterFs purchase of 'ran#e$ the (M obile operator+ Chris Gent &ould later say Mannes annFs ove into
the (M bro*e a N#entle anFs a#ree entN not to co pete in each otherFs ho e territory+ The hostile ta*eover provo*ed stron# protest in Ger any and a Ntitanic stru##leN &hich sa& Mannes ann resists Iodafone@s efforts+ Eo&ever on 0 8ebruary 9333 the Mannes ann board a#reed to an increased offer of R779bn$ then the lar#est corporate er#er ever+ The K( approved the subse%uently bro*en up and all Hut:' Be:&me0 V&d"%& e ,n one of the bi##est brand transition e=ercises in recent ti es$ Eutch$ ,ndia@s fourth/ lar#est obile service provider &ill be rena ed Iodafone+ Iodafone is spendin# er#er in April 9333+ The con#lo erate &as
anufacturin# related operations sold off+
so e&here in the re#ion of -s 963 crore on this hi#h/profile transition+ Iodafone has ac%uired .: per cent in Eutchison Kssar fro Eon# Mon#/based Eutchison
?ha poa$ and co pleted the ac%uisition of Eutchison Kssar in May 933:+ The brand chan#e that &ill touch 0+6 crore custo ers and four la*h shops and e ployees &ill be e=ecuted throu#h a edia blit> and the pu#$ &hich had beco e fa ous &ith its net&or*
advertise ent$ &ill re ain+ FFThis ar*s a si#nificant chapter in the evolution of Iodafone as a dyna ic and ever/
#ro&in# brand+ The brand chan#e over the ne=t fe& &ee*s &ill be unveiled nationally throu#h a hi#h profile ca pai#n coverin# all i portant co pany state ent as sayin#+ edia$FF a ne&s a#ency %uoted the
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5eadin# broadcaster Star ,ndia has entered into an e=clusive deal &ith Iodafone Kssar for the latterFs re/brandin# ca pai#n to Iodafone fro Fi " :i"$ Re0u$t0 8ro its 07 March 933. year end on&ards Iodafone &ill report its results in accordance Eutch+
&ith ,nternational 8inancial -eportin# Standards A,8-SB+ ,t has issued results a ended to ,8-S standards for its 07 March 9332 and 07 March 9336 year ends for infor ation purposes$ and these are sho&n in the first table belo&+ Iodafone has so e lar#e inority sta*es$ &hich are not included in its consolidated
turnover+ ,n order to provide additional infor ation on the overall scale and #ro&th trends of its business it publishes Nproportionate turnoverN fi#ures and these are included in the tables belo&+ 8or e=a ple$ if a business in &hich it o&ns a 26C sta*e has turnover of R73 billion that e%uals R2+6 billion of proportionate turnover for Iodafone+ Proportionate turnover is not an official accountin# easure and Iodafone@s
proportionate turnover should be co pared &ith other co paniesF statutory turnover+ Iodafone also produces proportionate custo er nu ber fi#ures on a si ilar basis$ e#+ if an operator in &hich it has a 03C sta*e has 73 illion custo ers that e%uals 0 on practice in the illion obile
proportionate Iodafone custo ers+ This is a co teleco unications industry
5osses for year to 07 March 933. reflect &rite do&ns of assets$ principally in relation to the Mannes ann ac%uisition+ Proportionate turnover includes R:$733 discontinued operations+ illion fro
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Growth of Hutchison Essar (1
!-!""#$:
,n 7119 Eutchison ?ha poa and its ,ndian business partner established a co pany that in 7112 &as a&arded a licence to provide Mu bai Afor erly !o bayB and launched co obile teleco unications services in
ercial service as Eutchison Ma= in
"ove ber 7116+ Analjit Sin#h of Ma= still holds 79C in co pany+ !y the ti e of Eutchison Teleco Fs ,nitial Public 'fferin# in 9332$ Eutchison ?ha poa had ac%uired interests in si= obile teleco unications operators providin# service in
70 of ,ndiaFs 90 licence areas and follo&in# the co pletion of the ac%uisition of !P5 that nu ber increased to 7.+ ,n 933.$ it announced the ac%uisition of a co pany that held licence applications for the seven re ainin# licence areas+ ,n a country #ro&in# as fast as ,ndia$ a strate#ic and &ell ana#ed business plan is ar*ets
critical to success+ ,nitially$ the co pany #re& its business in the lar#est &ireless
in ,ndia / in cities li*e Mu bai$ Delhi and Mol*ata+ ,n these densely populated urban areas it &as able to establish a robust net&or*$ &ell *no&n brand and lar#e distribution net&or* /all vital to lon#/ter success in ,ndia+ Then it also tar#eted business users and
hi#h/end post/paid custo ers &hich helped Eutchison Kssar to consistently #enerate a hi#her Avera#e -evenue Per (ser ANA-P(NB than its co petitors+ !y adoptin# this focused #ro&th plan$ it &as able to establish leadin# positions in ,ndiaFs lar#est providin# the resources to e=pand its footprint nation&ide+ ,n 8ebruary 933:$ Eutchison Teleco announced that it had entered into a bindin# ar*ets
a#ree ent &ith a subsidiary of Iodafone Group Plc to sell its .:C direct and indirect
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e%uity and loan interests in Eutchison Kssar 5i ited for a total cash consideration Abefore costs$ e=penses and interestsB of appro=i ately (SL77+7 billion or EML;: billion+
1$$%& Eutchison ?ha poa and Ma= Group established Eutchison Ma= %'''& Ac%uisition of Delhi operations Kntered Calcutta and Gujarat KSSA- ac%uisition %''1& ?on auction for licences to operate GSM services in Marnata*a$ Andhra Pradesh and Chennai %''(& Ac%uired AirCel Di#ilin* AAD,5 / Kssar SubsidiaryB &hich operated in -ajastan$ (ttar Pradesh Kast and Earyana teleco circles and rena ed it under Eutch brand circles of ,ndia na ely FPunjabF$ F(ttar ar*ets throu#h
%'')& 5aunched in three additional teleco Pradesh ?estF and F?est !en#alF %''5& Ac%uired !P5$ another
obile service provider in ,ndia
%''8& Iodafone ac%uired Dishnet ?ireless$ a service provider in 'rissa and has successfully launched its services in the follo&in# circle+ %''8& Iodafone launched the Apple iPhone 0G to be used on its 7: circle 9G net&or*+ Eutch &as often praised for its a&ard &innin# advertise ents &hich all follo& a clean$ ini alist loo*+ A recurrent the e is that its essa#e Eello stands out visibly thou#h it
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uses only &hite letters on red bac*#round+ Another recent successful ad ca pai#n in 9330 featured a pu# na ed Chee*a follo&in# a boy around in unli*ely places$ &ith the ta#line$ *here+er you go, our network follows, The si ple yet po&erful advertise ent ca pai#ns &on it any ad irers+
BSNL (BHARAT SANCHAR NIGAM LIMITED)
T3!e A/"i$"bi$it3 Re/e ue O9 e# <e3 !e&!$e F&u ded 2eb0ite
Co
unication Service Provider
Country&ide e=cept Delhi 4 Mu bai (SL 1+32 billion A933.B The Govern ent of ,ndia Muldeep GoyalACK'B 71th century$ incorporated 9333 &&&+bsnl+co+in
!harat Sanchar "i#a
5i ited A*no&n as !S"5$ India -o
unications -orporation
.i itedB is a public sector co teleco
unications co pany in ,ndia+ ,t is the ,ndiaFs lar#est ar*et share as on Dece ber 07$ 933:+ ,ts
unication co pany &ith 96+72C
head%uarters are at !harat Sanchar !ha&an$ Earish Chandra Mathur 5ane$ Ganpath$ "e&
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Delhi+ ,t has the status of Mini/ratna / a status assi#ned to reputed Public Sector co panies in ,ndia+ !S"5 is ,ndiaFs oldest and lar#est Co !S"5 has a custo er base of .;+6 throu#hout ,ndia e=cept for the unication Service Provider ACSPB+ Currently
illion A!asic 4 Mobile telephonyB+ ,t has footprints
etropolitan cities of Mu bai and "e& Delhi &hich are anded a custo er base of illion GSM Mobile
ana#ed by MT"5+ As on Dece ber 07$ 933: !S"5 co 07+: illion ?ireline$ 2+7
illion CDMA/?55 and 09+:
subscribers+ !S"5Fs earnin#s for the 8inancial Year endin# March 07$ 933: stood at ,"01:+76b A(SL 1+.: bB &ith net profit of ,"- :;+3.b A(SL 7+13 billionB+ Today$ !S"5 is ,ndiaFs lar#est Telco and one of the lar#est Public Sector (nderta*in# &ith esti ated ar*et value of L 733 !illion+ The co pany is plannin# an ,P' &ith in . offload 73 C to public+ Hi0t The foundation of Teleco "et&or* in ,ndia &as laid by the !ritish so eti e in 71th in ,ndia+ ,n 71th onths to
century+ The history of !S"5 is lin*ed &ith the be#innin# of Teleco century and for al ost entire 93th century$ the Teleco
in ,ndia &as operated as a
Govern ent of ,ndia &in#+ Karlier it &as part of erst&hile Post 4 Tele#raph Depart ent AP4TB+ ,n 71:6 the Depart ent of Teleco responsible for runnin# of Teleco Telephone "i#a ADoTB &as separated fro P4T+ DoT &as
services in entire country until 71;6 &hen Mahana#ar services of
5i ited AMT"5B &as carved out of DoT to run the teleco
Delhi and Mu bai+ ,t is a &ell *no&n fact that !S"5 &as carved out of Depart ent of Teleco teleco to provide level playin# field to private teleco s+Subse%uently in 7113s the sector &as opened up by the Govern ent for Private invest ent$ therefore it
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beca e necessary to separate the Govern entFs policy &in# fro
'perations &in#+ The
Govern ent of ,ndia corporatised the operations &in# of DoT on 'ctober 37$ 9333 and na ed it as !harat Sanchar "i#a 5i ited A!S"5B+!S"5 operates as a public sector+
M"i Se#/i:e0 bei ( !#&/ided b3 BSNL !S"5 provides al ost every teleco service$ ho&ever follo&in# are the ain Teleco
Services bein# provided by !S"5 in ,ndia:/ 7+ U i/e#0"$ Te$e:&m Se/i:e0 : 8i=ed &ireline services 4 ?ireless in 5ocal loop A?55B usin# CDMA Technolo#y called bfone and Tarang respectively+ !S"5 is do inant operator in fi=ed line+ As on Dece ber 07$ 933:$ !S"5 had ;7C lines+ 9+ Ce$$u$"# M&bi$e Te$e!'& e Se#/i:e0: !S"5 is Telephone services usin# GSM platfor ajor provider of Cellular Mobile ar*etshare of fi=ed
under brandna e Cellone+ Pre/paid Cellular
services of !S"5 are *no& as K=cel+ As on March 07$ 933: !S"5 had 7:C share of obile telephony in the country+ 0+ I te# et: !S"5 is providin# internet as dial/up connection ASancharnetB and ADS5/ !roadband Dataone+ !S"5 has around 63C ar*etshare in broadband in ,ndia+ !S"5
has planned a##ressive rollout in broadband for current financial year+
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2+ I te$$i(e t Net9&#) (IN): !S"5 is providin# ," services li*e tele/votin#$ toll free callin#$ pre iu BSNL U it0 !S"5 is divided into a nu ber of ad inistrative units$ ter ed as teleco districts$ project circles and speciali>ed units$ as Teleco Circles: Teleco entioned belo&:/ circles$ etro callin# etc+
Circles 4 Metro districts are responsible for providin# service Circles and 9 Metro districts+
to the custo ers+ There are 92 Teleco BSNL P#e0e t E Futu#e
Since its corporatisation in 'ctober 9333$ !S"5 has been actively providin# connections in both (rban and -ural areas and the efficiency of the co pany has drastically i proved fro the days &hen one had to &ait for years to #et a phone connection to no&
&hen one can #et a connection in even hours+ Pre/activated Mobile connections are available at any places across ,ndia+ !S"5 has also unveiled very cost/effective
!roadband internet access plans AData'neB tar#eted at ho es and s all businesses+ At present !S"5 enjoyFs around 26C of • • ar*et share of ,SP services+
http:HHen+&i*ipedia+or#H&i*iH, a#e:,ndiaT!roadband+P"G http:HHen+&i*ipedia+or#H&i*iH, a#e:,ndiaT!roadband+P"G
Ye"# &% B#&"db" d *++, 933: has been declared as NYear of !roadbandN in ,ndia and !S"5 is in the process of providin# 6 illion !roadband connectivity by the end of 933:+ !S"5 has up#raded
e=istin# Dataone A!roadbandB connections for a speed of up to 9 M!Hs &ithout any e=tra
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cost+ This 9 M!Hs broadband service is bein# provided by !S"5 at a cost of just (SL 6+6 per onth+ 8urther$ !S"5 is rollin# out ne& !roadband services as Triple play unicationsB+
Ateleco
!S"5 is plannin# to increase its custo er base to 73; the frantic activity in the co
illion custo ers by 9373+ ?ith
unication sector in ,ndia$ the tar#et appears achievable$ sector in recent past !S"5Fs do&n+
ho&ever due to intense co petition in ,ndian Teleco #ro&th has
slo&ed
!S"5 is pioneer of -ural Telephony in ,ndia+ !S"5 has recently ba##ed ;3C of (SL 6;3 A,"- 9$633 croresB -ural Telephony project of Govern ent of ,ndia+
C'"$$e (e0 Durin# 8inancial Year 933./933: A8ro added 1+. to .2+; 01 April 37$ 933. to March 07$ 933:B !S"5 has
illion ne& custo ers in various telephone services ta*in# its custo er base
illion+ !S"5Fs nearest co petitor !harti Airtel is standin# at a custo er base of
illion+ Eo&ever$ despite i pressive #ro&th sho&n by !S"5 in recent ti es$ the
8i=ed line custo er base of !S"5 is declinin#+ ,n order to &oo bac* its fi=ed/line custo ers !S"5 has brou#ht do&n lon# distance callin# rate under 'ne,ndia plan$ ho&ever$ the success of the sche e is not *no&n+ Eo&ever$ !S"5 faces blea* fiscal 933./933: as users flee$ &hich has been accepted by the CMD !S"5+ Presently there is an intense co petition in ,ndian Teleco sector and various Telcos are
rollin# out attractive sche es and are providin# #ood custo er services+ Eo&ever$ !S"5 bein# le#acy operator and its conversion fro criticis a Govern ent Depart ent$ earns lot of
for its poor custo er service+ Althou#h in recent past there have been
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tre endous i prove ent in &or*in# of !S"5 but still it is
uch belo& the ,ndustryFs
K=pectations+ A lar#e a#in# Aavera#e a#e 21 yearsAapp=BB &or*force A033$333 stron#B$ &hich is ostly se i/illetrate or illeterate is the ain reason for the poor custo er
service+ 8urther$ the Top
ana#e ent of !S"5 is still &or*in# in !S"5 on deputation it ent to the
basis holdin# Govern ent e ployee status thus havin# little co
or#anisation+ Althou#h in co in# years the retire ent profile of the &or*force is very fast and around 96C of e=istin# &or*force &ill retire by 9373$ ho&ever$ still the &or*force &ill be %uite lar#e by the industry standards+ <uality of the &or*force &ill also re ain an issue+
SPICEFIDEA
Spice: Public$ 5isted on !SK T3!e ,dea: Subsidiary Spice: 711: F&u ded ,dea: 7116 Spice: Mohali$ ,ndia He"dDu"#te#0 ,dea: ,ndore$ Delhi$ Pune$ ,ndia Spice: Dilip Modi <e3 !e&!$e ,dea: Chair an: Mu ar Man#ala I du0t#3 Teleco !irla ) MD: Sanjeev A#a
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P#&du:t0 Re/e ue
Mobile operator http:HH&&&+ oneycontrol+co HindiaHne&sHbusinessHidea/ cellulars/revenue2:1/H012:67 Spice: Spice Eai toh life hai A,f thereFs Spice then thereFs
S$&("
5ife+B ,dea: An Udea can chan#e your life+
2eb0ite
Spice: Spice Teleco
)
,dea: &&&+ideacellular+co
I t#&du:ti& t& S!i:e 'ne of the service providers of na e of Spice Co obile telephony in ,ndia Spice Teleco $ is the brand is presently operatin# in the Circles of ,ndia+ Spice
unications 5i ited+Spice Teleco
states of Punjab and Marnata*a i+e+ in 9 circles of 90 Teleco Co
unications 5i ited has been pro oted by Dilip Modi of Modi ?ellvest Private
5i ited + 23+;3C of the co pany is o&ned by Modi ?ellvest) Modi is pro oted by Mr+ Dilip Modi and Super ,nfosys+ Tele*o Malaysia !erhad ATMB o&ns 01+93C throu#h TM,
,ndia 5i ited$ Mauritius+ TM, ,ndia 5i ited is a &holly o&ned subsidiary of TMFs international invest ent holdin# co pany TM ,nternational Sdn !hd ATM,B+ Spice Teleco cellular is a fla#ship co pany of MCorp Global A&&&+ corp#lobal+co B a
obile telephone services provider in ,ndia+
I t#&du:ti& t& Ide"
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,DKA Cellular is a publicly listed co pany$ havin# listed on the !o bay Stoc* K=chan#e A!SK and the "ational Stoc* K=chan#e A"SKB in March 933:+ ,dea Cellular is a leadin# GSM custo er base of over 0. obile service operator &ith pan ,ndia licenses+ ?ith a
illion in 76 service areas$ operations are soon e=pected to
start in 'rissa and Ta il "adu/the first steps in providin# pan ,ndia services coverin# over 13C of ,ndiaFs telephony potential+ A frontrunner in introducin# revolutionary tariff plans$ ,DKA Cellular has the distinction of offerin# the ost custo er friendly and co petitive Pre Paid offerin#s$ for the first ar*et+
ti e in ,ndia in an increasin#ly se# ented
Custo er Service and ,nnovation are the drivers of this Cellular !rand+ A brand *no&n for any firsts$ ,dea &as the first to launch GP-S and KDGK in the country+ ,dea has
received international reco#nition for its path/brea*in# innovations &hen it &on the GSM Association A&ard for N!est !illin# and Custo er Care SolutionN for 9 consecutive years+ ,DKA Cellular is part of the Aditya !irla Group$ ,ndiaFs first truly ultinational
corporation+ The #roup operates in 96 countries$ and is anchored by over 733$333 e ployees belon#in# to 96 nationalities+ The Group has been adjud#ed FThe !est K ployer in ,ndia and a on# the Top 93 in AsiaF by the Ee&itt/Kcono ic Ti es and ?all Street Gournal Study 933:+ Ide" "
ui#e0 S!i:e Te$e:&m
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,dea Cellular$ an Aditya !irla Group co pany$ alon# &ith Teleco
Malaysia
,nternational ATM,B announced the ac%uisition of 23+; per cent sta*e in Spice Co unications 5i ited ASpiceB at a price of -s+ ::+03 per share+ TM, is an e er#in# unications &ith over 22 illion subscribers and a presence in 73 er#er &ould au#ur &ell for players+
leader in Asian teleco
countries+ The operational syner#ies e er#in# out of this both the teleco
The ac%uisition of Spice #ives ,dea the Marnata*a states that account for The entire process of the onths to co plete+ Post
uch needed head&ay in Punjab and
ore than 73 per cent of ,ndia@s &ireless subscribers+
er#er bet&een both the co panies &ould ta*e si= to ei#ht er#er$ ,dea is loo*in# at a pan/,ndia presence+ The deal also
#ives ,dea the opportunity to levera#e+ ,dea Cellular$ the leadin# GSM service areas of ,ndia &ith co base of over 9. obile services operator has licenses to operate in all 99 ercial operations in 77 service areas+ ?ith a custo er
illion$ it runs operations in Delhi$ Ei achal Pradesh$ -ajasthan$
Earyana$ (ttar Pradesh AKastB$ (ttar Pradesh A?estB 4 (ttaranchal$ Madhya Pradesh 4 Chattis#arh$ Gujarat$ Maharashtra 4 Goa$ Andhra Pradesh$ and Merala$ holds spectru for Mu bai$ !ihar$ 'rissa$ Ta il "adu Aincludin# ChennaiB$ and Marnata*a$ and licenses for the re ainin# si= service areas+ ?ith the planned launch of services in Mu bai$ !ihar and Ghar*hand$ 'rissa and Ta il "adu Aincludin# ChennaiB to&ards the end of the calendar year$ ,deaFs footprint &ill soon cover appro=i ately 13 per cent of ,ndiaFs telephony potential+
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,dea has ac%uired Spice Teleco transactions:
• •
and the deal consists of 2
,dea &ill ac%uire the Modi@s 23+;C sta*e in Spice Afor -s 9$:93 croreB+ ,dea &ill launch the &ith Teleco andatory 93C open offer for the Spice shareholders$ jointly
Malaysia ,nternational ATM,B+ er#e Spice &ith itself and offer a 72+11C sta*e to TM, throu#h a
•
,dea &ill
preferential allot ent+
•
The ,dea/TM co bine &ill launch the open offer at -s ::+03 jointly &ith TM,$ &hich no& holds 01+9Cin Spice
The official brand na e has been chan#ed fro Dece ber 933;+
#pice to Idea in these circles &+e+f+ 71th
LITERATURE REVIE2
Previous research in !ritish teleco as the industry has often %uoted price$ %uality$ and service co petin#
ain factors considered in the purchasin# decision of buyers fro
suppliers AFi " :i"$ Time08 >.66) Bu
e#8 >.6,G M:Bet' et "$18 >.,*B+ ,n this research$ an effort is ade to si plify the part of service as a co petitive strate#y by
usin# a variety of forces &hich drives an industry in the direction of co petition based on the support fro every business+ so e sources su##estin# that the service scope is no& essential for
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?hat business strate#y is all about is$ in a &ord$ co petitive advanta#eV The sole purpose of strate#ic plannin# is to enable a co pany to #ain$ as efficiently as possible$ a sustainable ed#e over its co petitors+ Corporate strate#y thus applies an atte pt to alter a co pany@s stren#th relative to that of its co petitors in the 8or decades$ co panies relied on push ost efficient &ay+
ar*etin# to sell their products and services+ ar*etin#$ as “custo er care” and any ar*eters+ !ut those
Then in the 7113s$ the e phasis shifted to relationship slo#ans li*e “deli#ht your custo ers” beca e the
antra of
tactics have been loosin# their effectiveness$ innovative co panies are no& tryin# a different approach: they are providin# custo er &ith open$ honest$ and co plete infor ation AG$e L1 U#b" 8 >.7@B+ To e=ist and flourish in the today@s co petitive ar*et a co pany needs to have a basis of co petitive advanta#e+ The search for and nourish ent of such advanta#e ay be found in superior products that custo er value$
by effective cost or differentiation strate#ies or financial aptitude Custo er satisfaction and service %uality should be entrenched &ithin the chapter principles of a business+ This value enables an or#anisation to distribute the services to the client in a strate#ic and an incorporated approach$ and in a sustainable the past decade$ the nation has anner+ 'ver
oved into a service econo y$ and or#ani>ations
every&here are beco in# custo er focused and custo er driven+ Eo&ever since custo er satisfaction has beco e a si#nificant deter inant as an ele ent of assessin# an or#ani>ation perfor ance+ ,t &as first found in S&eden in 7119$ &ith the establish ent of the S&edish custo er satisfaction inde=+ 'ther develop ents have ta*en place in Ger any$ (SA$ (M$ and #radually &orld &ide a&areness has been sho&n+
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Custo er service is a #radually beco in#
ore and
ore si#nificant focuses for
ad inistration attention$ since it #enerates &ealth for the co pany by addin# to#ether at the sa e ti e value for the custo ers AC'#i0t&!'e#8 >..*G L"L& de et "$18 >..@B+ 8ir s are no& a&are of the need to preserve their e=istin# custo er and to create custo er loyalty but first there is a need to a*e a clear ter inolo#y+ Custo er ay be loyal
because of the absence of substitutes$ or due to of so e incentives but$ #iven real and ore nu erous co petitive alternatives) loyal custo ers are best achievin# by deliverin# custo er satisfaction+ Custo er satisfaction can be ana#e ent activity+ -ather$ it is a easured but it is not a ar*etin# sti uli
easure of custo er a&areness to
in a *no&n co petitive environ ent+ Custo er service can be defined as a seller/ initiated atte pt &hich has value for the buyers$ therefore #ro&in# custo er satisfaction and encoura#in# patrona#e and loyalty+ This definition has been reflected in the literature as custo er service has chan#ed fro D& "$d0& 8 >..AB+ ,n ost businesses$ so e fir s are ore profitable than others$ in spite of &hether the an action to a procedure and business beliefs ABi$$
standard productivity of the industry is hi#h or lo&+ These distinctive e=pertise and assets AresourcesB are referred to as source of co petitive advanta#e+ Co petitive advanta#e results either fro applyin# a value/creatin# strate#y not at the sa e ti e bein# applied
by any present or prospective co petitors AB"# e38 >..6G B"# e3 et "$18 >..,B or throu#h better i ple entation of the si ilar strate#y as of co petitors+ Sustainability is acco plish &hen the advanta#e resists erosion by co petitor behavior +A co petitive advanta#e can co e into effect either fro presentin# #reater value or WWout/e=ecutin#@@
ajor co petitors +A co petitive advanta#e is constantly achieved &hen other fir s are
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unable to copy the benefits of this strate#y+ !ecause of its si#nificance to the lon# lastin# success of fir s$ this body of literature has co e out$ &hich concentrates on the content of sustainable co petitive advanta#e as &ell as its sources and different types of approaches that ay be used to attain it+ ,n other &ords$ the s*ills and resources ust oppose duplication by other
underlyin# a business@s co petitive advanta#e co panies to discuss the precise
i=ture of s*ills and resources$ &hich are e=clusive to
service industries+ 8or instance$ they su##est that the #reater the difficulty of assets needed to ar*et a service) the #reater is the si#nificance of novelty as a basis of
co petitive advanta#e &ill turn out to be+ They also su##ests that the brand e%uity turn out to be a si#nificant source of co petitive advanta#e in service industries as the level of service offered beco es ore intan#ible and &hen custo ers have a #reat need to ay certainly appropriate than
con%uer the perceptions of ris*+ ,ntan#ible resources
tan#ible ones to attain a sustainable co petitive advanta#e+ Given that the acco plish ent of sustainable co petitive advanta#e is based on an e=ternal focus$ it is appealin# to note that those intan#ible possessions that are e=ternal to the co pany add the ost to value creation and conse%uently sustainable co petitive advanta#e+ obile service industries are tryin# to attain #reater custo er satisfaction by ay
The various
focusin# on the %uality of their products and services supplied+ Maintainin# a unifor level of custo er satisfaction is not easy tas*$ it involves observin# and calculatin# ultiple$ as &ell as si ultaneous o ent of truth for each and every consu er+ 8i#ure
illustrates all the *ey ele ents &hich influence custo er satisfaction in an or#ani>ation+ "o& a days -esearchers and practitioners has #iven a si#nificant a ount of attention to the service %uality in an or#ani>ation ,t has been defined as a type of an approach$
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associated but not correspondin# to satisfaction+ This results fro
the evaluation of
probable service levels &ith perceived perfor ance AP"#"0u#"m" et "$18 >..7G B&$t& " d D#e98 >..7G C#& i " d T"3$ >..7B+ ,n short$ custo ers enter a consu ption e=perience e=pectin# a positive level of service+ Throu#hout that consu ption e=perience$ they onitor #enuine service perfor ance+ The custo er@s subjective
assess ent of ho& &ell Aor badlyB that actual perfor ance co pares to probable perfor ance results in the perceived service %uality+ There is substantial proof that service %uality &or*s as an antecedent to custo er satisfaction+ ,n addition$ it should be noted that the hi#h levels of consu er satisfaction leads to better consu er loyalty+ Accordin# to Parasura an outstandin# service is a lucrative strate#y$ as it results in additional ne& custo ers$ s aller a ount lost custo ers$ s aller nu ber fro ore trade &ith e=istin# one$ ore insulation
ista*es re%uirin# the re/perfor ance of services and
price co petition+ Profit i pact of
ar*et strate#y AP,MSB research has pointed out
that the co panies that present better/%uality of service are able to char#e ; per cent ore for their services$ &hile attainin# hi#her than nor al ar*et share #ro&th and
profitability+ Therefore$ offerin# better/%uality service can help the co panies to beco e ore cost/effective and helped the to sustain a co petitive advanta#e in their supplied
ar*ets+ Eo&ever$ prior to service up #radation pro#ra s are introduced$ present service %uality levels needs to be dealt &ith ABe##3$ 7111B+ These jud# ents should identify the stren#ths and &ea*nesses of the service %uality at present bein# delivered+ 8urther ore$ approaches concernin# ho& to distin#uish throu#h enhanced service %uality that is to achieve a co petitive advanta#e$ involves evaluatin# %uality assess ents to those of co petitors$ ABe##3 " d P"#"0u#"m" 8 >...B+ Such a contrast offers a strate#ic lens by
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helpin# to create priorities for the i prove ent of the service %uality as &ell as cate#ori>in# &hich service %uality attribute to hi#hli#ht in distin#uishin# the co pany@s service offer+ ,n today@s co petitive environ ent$ the search of service %uality is no& considered to be an essential business strate#y+ "o&adays$ contributin# a better/%uality product is no lon#er satisfactory$ as co panies in the ne& era co pete on a broader platfor + An outstandin# product is no lon#er the tic*et to #lobal supre acy$ but erely the entrance fee to co pete+ ar*et is li*ely to beco e especially prevalent as uch ar*et
<uality of service in a cellular industry
the #lobal econo y beco es increasin#ly service oriented &ith co petition &ell established+ ?hen co petition e=ists$ custo er can set aside old loyalties and choose the service provider &hich best serves their need+ Potential and actual co petitiors &ill have a vital interest in identifyin# areas of %uality &here there is potential to #ain or sustain co petitive advanta#e and subse%uently set their %uality levels and prices accordin#ly+ ,n this co petitive environ ent$ it &ill be essential to ensure that each custo er is #ettin# value for oney+ The concept of Xvalue@ has already been identified as bein# a ajor
factor in deter inin# custo ers@ purchasin# preferences$ and a
ajor co ponent of ajor role to
value is %uality+ Custo ers are also be#innin# to reali>e that they have a
playin# settin# %uality levels &ithin the cellular industry and also in deter inin# &hat ne& services should be introduced+ Custo ers are be#innin# to co e to#ether to for an
or#ani>ation and thus increasin# the volu e and po&er of their voice &ithin the industry+
RESEARCH METHODOLOGY
-esearch ethodolo#y is a careful investi#ation for in%uirin# in a syste atic ethod and
findin# solution of a proble + ,t co prises the definin# and redefinin# of proble
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for ulatin# hypothesis$ collection and evaluatin# data$ conclusion+ This research consists of follo&in# ele ent: ? -KSKA-CE DKS,G" ? SAMP5,"G DKS,G" ? SAMP5,"G (",IK-SK ? SAMP5,"G (",T ? SAMP5,"G TKCE",<(KS ? SAMP5K S,YK ? DATA DKS,G"
a*in# detection and reachin#
RESEARCH DESIGN Decision re#ardin# &hat$ &hen$ &here$ ho& uch$ by &hat ean$ concernin# an en%uiry$
constitute a research desi#n+ ,n this study the research desi#n is of e=ploratory type+ SAMPLE UNIVERSE Collection$ population$ or set of entities$ ite s$ or %uantities A#rouped to#ether on the basis of co on or definin# characteristics or featuresB fro &hich a representative
sa ple is dra&n for co parison or
easure ent+ So every user of Airtel$ Iodafone$
!S"5$ and SpiceH,dea is the sa ple universe+
SAMPLING UNIT
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,t is one of the units into &hich an a##re#ate is divided for the purpose of sa plin#$ each unit bein# re#arded as individual and indivisible &hen the selections ade+ So every
person subscribed to Airtel$ Iodafone$ !S"5$ and SpiceH,dea is the sa plin# unit+
SAMPLING TECHNIHUE ,n the survey the non probability convenience sa plin# is follo&ed+
SAMPLE SIIE The sa ple si>e of a statistical sa ple is the nu ber of repeated constitutes it+ ,t is typically denoted n$ and is a non/ne#ative inte#er+ This refers to the nu ber of ite s to be selected fro universe to constitute a sa ple+ easure ent that
The survey has been conducted on sa ple si>e of 733+
DATA DESIGN ,n nature of data$ it &as both pri ary and secondary+
PRIMARY DATA
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Pri ary data is one &hich is collected first ti e and ori#inal in nature+ This can be done in follo&in# &ays: ? 'bservation ? Personal intervie& ? Telephone ? <uestionnaire ,n the survey$ the data &as collected throu#h %uestionnaires &hich had opened ended and ultiple choice %uestions+
SECONDARY DATA The data &hich is already collected by so eone else+ This &as collected throu#h journals$ a#a>ines$ ne&spaper and internet+
DATA ANALYSIS The data analysis &as done by different types of percenta#e$ tables and throu#h #raph+ ethods li*e ratin#$ pie charts$
NEED AND SCOPE
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Teleco
sector is #ro&in# at a hi#hest rate ever+ This sector is strivin# to tap al ost each obile has been beco e the need of
potential custo er to render its services+ Eavin#
every person+ "o&adays everybody &ants to enjoy these services+ ?ith liberali>ation$ privati>ation and #lobali>ation after 7117$so operatin# in ,ndia hence the ar*et is %uite co petent ?ith so any co panies are uch co petition
prevailin# $co panies are interested to *no& the custo ers perception to&ards various obile services so as to &or* on it and capture the The ar*et+
ain objective of the study is to find out the co petitive ed#e of one co pany over ar*et share$ &hat are the different services
other+ ?hich co pany is havin# the hi#hest
are offered by the $ ho& brand conscious+ And brand loyal they are$ &hat are custo er@s perception of different factors of different The ,ndian obile obile service providers etc+
ar*et is #ro&in# rapidly$ and alon# &ith it the de and for content
and applications for handsets+ Accordin# to the cellular operators association of ,ndia AC'A,B$ the obile subscriber base in GSM and CDMA has #ro&n fro illion AGSM .6+9 illion$ CDMA 9:+;9 ;;+2; illion in
Ganuary 933. to 10 per C'A,$ the GSM
illionB in 8ebruary+ As obile ar*et in ,ndia
obile industry holds :: percent of the total
and accounts for :2 percent of additions+ The total nu ber of telephone subscribers has reached 927+39 Au#ust 933: as co pared to 909+;: illion at the end of
illion in Guly 933:+ The overall teledensity has
increased to 97+93C in Au#ust 933: as co pared to 93+69C in Guly 933:+ -isin# de and for handsets has led operators to offer services other than voice calls+ Thus$ the content or value/added services AvasB &eb$ rin# tones and #a in# is #ro&in# rapidly+ ar*et co prisin# usic$ &allpapers$
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T-A, has put
obile sector revenues at around -s 96$333 crore for fy36 co prisin# both
voice and data services+ These revenues have been #ro&in# at a co pounded annual rate of 23 percent over the last five years+ -evenues fro vas such as SMS$ rin# tones and
rin#bac* tones &ere about 73 percent of that recorded last year+ ?ith the nu ber of obile users #ro&in#$ there is a #ro&in# opportunity for service usic and fil co panies$ co ics content obile content ar*et for
Provider in ,ndia$ &ireless operators$ developers$ #a e developers and rin#tones$ #a in#$ content se# ent are
usicians are all enterin# the
obile i a#ery and strea in# audio and video+ So e players in the auj$ india#a es$ hun#a a$ soundbu>> A usicB and coruscant etc+
Present study covers Airtel$ Iodafone$ !S"5 and SpiceH,dea operators+ 'nly GSM operators operatin# in various re#ions of Punjab are ta*en under study+ These re#ions include the districts li*e !athinda$ Mansa$ !arnala$ San#rur$ Patiala$ and 8ateh#arh Sahib+
OBJECTIVES OF STUDY
•To *no& the ar*et share of various co panies of teleco sector in Punjab+ obile service
•To *no& the various factors attributin# to co petitive ed#e of one
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provider over others+ •To *no& &hether the Youth &ant to chan#e their current they are per itted to retain the current obile service provider &hen
obile phone nu ber that they had+ obile service providers used by different
•To *no& the i portance of price of different custo ers+
•To *no& the i portance of %uality of service of different by different custo ers
obile service providers used
•To *no& the i portance of availability in different states in ter s of roa in# of different obile service providers used by different custo ers+ obile service providers+
•To *no& the perception of different factors of different
LIMITATIONS OF THE STUDY
• The research &ill be conducted in a li ited area+
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• • •
The internet infor ation can be irrelevant+ Ti e &ill be a S aller sa ple ajor constraint+ ay not al&ays #ive better results+ Sa ple ay not be true
representative of the &hole population+ • • The possibility of biased responses can@t be ruled out+ Due to lan#ua#e proble it is possible that the respondents are not be able to isleadin# results+
understand the %uestionnaire and can cause • • 5ac* of availability of full infor ation+ 5ac* of interest of respondents+
DATA ANALYSIS AND INTERPRETATION
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>1 Sub0:#i!ti& &% Cu0t&me#0 9it' :u##e t M&bi$e Se#/i:e P#&/ide#+ -espondents &ere as*ed about their subscription$ results #athered are sho&n belo&: TABLE >:/ Table 7 sho&in# percenta#e of respondents subscribed &ith different Mobile Service Providers+ PARTICULARS Airtel Iodafone !S"5 SpiceH,dea NO1 OF RESPONDENTS (i J"(e) 06 9; 96 79
FIGURE >:/ 8i#ure 7 sho&in# percenta#e of respondents subscribed &ith different Mobile Service Providers+
Current Mobile Service Provider of Respondents
Airtel VodafoneBSNL 12% 35% 25% Spice/Idea
28% FIGURE > INTERPRETATION:/ 8ro the data collected$ &e ca e to *no& that 06C respondents this data$ it is clear that are subscribed &ith Airtel$9;C respondents are subscribed &ith Iodafone$96C and 79C are associated &ith !S"5 and SpiceH,dea respectively+ 8ro ore respondents are associated &ith Airtel+ *1 S&u#:e0 &% i %&#m"ti& 9'i:' m")e0 :u0t&me#0 "9"#e "b&ut t'ei# m&bi$e 0e#/i:e !#&/ide#1 -espondents &ere as*ed about the sources of infor ation fro about the co panies$ results #athered are entioned belo&: &here they #ot a&are
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TABLE *45 Table 9 sho&in# the sources fro these co panies+ PARTICULARS "e&spaper T+I+ Ma#a>ines ,nternet 8riends Mobile phone retailers 'ther
&here the custo ers #ot ac%uainted &ith
NO1OF RESPONDENTS : 9; 0 ; 21 70 6
Pe#:e t"(e . 96 0 : 20 79 2
FIGURE *45 8i#ure 9 sho&in# the sources fro &ith these co panies+
&here the custo ers #ot ac%uainted
4% 6% 12% 25% News !aper "#V# $a%a&ines Internet 'riends 43% 7% 3% $o(ile !)one *etailer +t)er
FIGURE * INTERPRETATION45 8ro their fro the data collected$ &e find that 20C beco e a&are about their friends$ 96C #ets infor ation fro outh of friends that T+I+$ 79C a*e a&are ne&spapers and ,nternet respectively and fe& obile service provider fro
Mobile phone retailers$.C$ :C fro
#et it fro
hoardin#s or other sources+ ,t is the &ord of
ost of the custo ers about their
obile service provider+
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?1 U0"(e t'e :u##e t m&bi$e !'& e 0e#/i:e0 -espondents &ere as*ed about ho& phone services$ results #athered are any years they have been usin# the current entioned belo&: obile
TABLE ?45 Table 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services NO1 OF RESPONDENTS (i J"(e) 93 96 77 22
PARTICULARS 7 year 9 years 0 years More than 0 years
FIGURE ?45 8i#ure 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services
FIGURE ? INTERPRETATION45 'ut of 733 respondents$ 22C respondents have been usin# their current obile services for ore than 0 years$ 96C are usin# their services since 9 years obile service provider+ and 93C 4 77C are usin# their services since 7 year 4 0 years respectively+ This clears that custo ers are not ost interested to s&itch their current
@1 Di%%e#e t M&bi$e Se#/i:e P#&/ide#0 u0ed b3 Cu0t&me#0 i t'e !"0t
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-espondents &ere as*ed about ho&
any different
obile phone service providers have
you had in the past+ The infor ation collected is #iven belo&: TABLE @45 This table 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers+ NO1 OF RESPONDENTS (i J"(e) 7. 06 93 91
PARTICULARS "one 7 9 0
FIGURE @45 This fi#ure 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers
16% 2-% None 1 2 35% 2,% 3
FIGURE @ INTERPRETATION:/ 8ro havin# just 7 93C havin# 9 usin# the the data collected$ &e ca e to *no& that 06C respondents obile service providers$ obile obile service provider in the past$ 91C havin# 0 this data it is clear that
obile service providers in the past and 7.C don@t have any
service providers in the past+ 8ro
ore respondents have been
obile service providers in the past+
A1 P#e%e#e :e &% :u0t&me#0 i m&de &% 0ub0:#i!ti& +
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-espondents &ere as*ed about &hether they are postpaid custo er or prepaid$ results #athered are sho&n belo&: TABLE A45 Table 6 sho&in# percenta#e of prepaid and postpaid custo ers+ RESPONSE Prepaid Postpaid NO1 OF RESPONDENTS (i J"(e) ;7 71
FIGURE A45 8i#ure 6 sho&in# percenta#e of prepaid and postpaid custo ers
FIGURE A INTERPRETATION4 8ro connections+ 61 S9it:'i ( H"bit0 &% Cu0t&me#0 -espondents &ere as*ed if they are per itted to retain the current that they have$ then they &ould chan#e their current obile phone nu ber obile service provider the infor ation collected it is clear that ;7C youth are
P-KPA,D custo ers and 71C are P'STPA,D custo ers+ More Youth believe in prepaid
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TABLE 6:/ This table . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current RESPONSE Yes "o obile phone nu ber that they obile service provider NO1 OF RESPONDENTS (i J"(e) 00 .:
FIGURE 6: This fi#ure . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current obile phone nu ber that they obile service provider
.es 33%
No 67%
FIGURE 6 INTERPRETATION: 'ut of 733 respondents .:C are not satisfyin# to chan#e their current obile service provider even if they are per itted to retain the current obile phone no+ obile phone no++ 'nly 00 C are satisfied to chan#e their current they are per itted to retain the current ,1 Se$e:ti& &% B#" d obile service provider &hen
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TABLE ,:/ This table : sho&s the brand of different provider &hen they are per itted to retain the current PARTICULARS Airtel Iodafone !S"5 SpiceH,dea
obile service providers &hich are obile service obile phone no+
to be preferred &hen the respondents are satisfied to chan#e their current
NO1 OF RESPONDENTS (i J"(e) 7: 1 6 9 obile service providers &hich obile obile phone no+
FIGURE ,:/ This fi#ure : sho&s the brand of different
are to be preferred &hen the respondents are satisfied to chan#e their current service provider &hen they are per itted to retain the current
6% 15% Airtel Vodafone 52% 27% BSNL Spice/Idea
FIGURE , INTERPRETATION:/ 69C respondents prefer to adopt Airtel &hen they are satisfied to chan#e their current obile service provider &hen they are per itted to retain the current obile phone no+$ 9:C respondents prefer to adopt Iodafone and 76C 4 .C respondents rated their preference to !S"5 and SpiceH,dea respectively+ 71 U0"(e &% M&bi$e Se#/i:e0 %&# " 3t'i ( be3& d m")i ( :"$$0 " d teCt me00"(i (+ -espondents &ere as*ed &hether they used their a*in# calls and te=t obile services for anythin# beyond essa#in#+ The data collected is:
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TABLE 7:/ This table ; sho&in# the usa#e of a*in# calls and te=t RESPONSE Yes "o essa#in#+
obile services for anythin# beyond
NO1 OF RESPONDENTS (i J"(e) 20 6: obile services for anythin# beyond
FIGURE 7:/ This fi#ure ; sho&in# the usa#e of a*in# calls and te=t essa#in#
FIGURE 7 INTERPRETATION:/ ?hen respondents &ere as*ed &hether they used their services for anythin# beyond 6:C repondents just use their 20C respondents use these as for accessin# GP-S on their a*in# calls and te=t obile services for obile phones+ obile services for a*in# calls and te=t obile essa#in# then &e ca e to *no& that essa#in# but essa#in#s as &ell
a*in# calls and te=t
.1 Im!&#t" :e &% /"#i&u0 %":t� i " m&bi$e 0e#/i:e !#&/ide#+ -espondents &ere as*ed to ran* the i portance of various factors on a 6 point scale in a obile service provider+ The ran* #iven by the are:
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TABLE .:/ This table 1 sho&in# , portance of various factors in a provider+ RATING FACTORS P#i:e Hu"$it3 &% 0e#/i:e& e:ti/it3) V"#ietie0 &% !#&du:t0 &%%e#ed A/"i$"bi$it3 i di%%e#e t
obile service
Ve#3 P&&# 6K 0 2
P&&# : 0 : :
A/e#"(e 00 92 96 9:
G&&d 20 67 63 20
EC:e$$e t 79 71 72 93
0 0t"te0 (#&"mi () Z represents percenta#e of respondents
FIGURE .:/ This fi#ure 1 sho&in# , portance of various factors in a provider+
obile service
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6, 5, 4, Ver1!oor 3, 2, 1, , !rice /0alit1 of ser2ice Varieties of 3connecti2it14 prod0ctsoffered A2aila(ilit1 in different states 3roa5 in%4 !oor A2era%e 6ood 78cellent
FIGURE . INTERPRETATION: / 'ut of 733 respondents$ &e ca e to *no& that i+e+ 20C &ish the price of their ore custo ers
obile service provider should be #ood$ 67C custo ers obile service provider and 20C custo ers &ant
&ant #ood %uality of service in ter s of connectivity+63C custo ers &ant #ood varieties of products that should be offered by #ood availability of their #ood roa in# facility to the + obile service provider in different states that could provide
>+1 Im!&#t" :e &% !#i:e i di%%e#e t b#" d01 The data collected is #iven belo&:
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TABLE >+:/ This table 73 sho&s the i portance of price on a 6 point scale in different brands+ RATING
Ve#3 P&&# BRANDS Ai#te$ 6K V&d"%& e 0 BSNL 6 S!i:eFIde" 6 Z represents Ca#e of respondents
P&&# . : 7. 7.
A/e#"(e 00 03 9: 0:
G&&d 0: 2: 09 07
EC:e$$e t 71 70 93 77
FIGURE >+:/ This fi#ure 73 sho&s the i portance of price on a 6 point scale in different brands+
FIGURE >+ INTERPRETATION:/ 8ro the data collected$ it is to be seen that 0:C respondents
rate Airtel as a #ood brand in ter s of price$ they also rate 2:C 4 09C to Iodafone and !S"5 respectively but 0:C of respondents@ rate to SpiceH,dea+
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>>1 Im!&#t" :e &% Du"$it3 &% 0e#/i:e i di%%e#e t b#" d01 The data collected is #iven belo&: TABLE >>:/ This table 77 is sho&in# the i portance of %uality of service on a 6 point scale in different brands+ Ve#3 P&&# BRANDS Ai#te$ 3K V&d"%& e 3 BSNL 7. S!i:eFIde" ; Z represents Ca#e of respondents RATING P&&# 0 6 93 70 A/e#"(e . 9; 0: 27 G&&d 29 60 90 9: EC:e$$e t 21 72 2 77
FIGURE >>:/ This fi#ure 77 sho&s the i portance of %uality of service on a 6 point scale in different brands+
FIGURE >> INTERPRETATION: / 8ro the data collected$ it is clear that ore respondents i+e+ 21C rate Airtel as an K=cellent brand in ter s of %uality of service provided by Airtel$ 60C respondents rate Iodafone as a Good brand in ter s of %uality of service provided by Iodafone$ 0:C 4 27C respondents rate !S"5 4 SpiceH,dea as an Avera#e brand in
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ter s of %uality of service provide by !S"5 4 SpiceH,dea respectively+ 8ro provided by Iodafone+ >*1 Im!&#t" :e &% A/"i$"bi$it3 i di%%e#e t 0t"te0 &% di%%e#e t b#" d01 The data collected is #iven belo&:
this data$
&e ca e to *no& the preference of respondents to the Iodafone for the %uality of service
TABLE >*:/ This table 79 sho&s the Availability in different states on a 6 point scale in different brands+ RATING
Ve#3 P&&# BRANDS Ai#te$ 3K V&d"%& e 3 BSNL 6 S!i:eFIde" : Z represents Ca#e of respondents
P&&# 3 3 1 7:
A/e#"(e 7: 90 91 91
G&&d 0: 6: 0: 23
EC:e$$e t 2. 93 93 :
FIGURE >*:/ This fi#ure 79 sho&s the Availability in different states on a 6 point scale in different brands+
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FIGURE >* INTERPRETATION:/ 8ro collected data$ &e ca e to *no& that 2.C people rate
Airtel as K=cellent in ter s of availability in different states$ 6:C$ 0:C 4 2:C people rate Good to Iodafone$ !S"5 and SpiceH,dea respectively in ter s of availability in different states+ 8ro this &e can observe that ore respondents are satisfied &ith the services provided by Airtel in ter s of availability in different states+
>?1 R" ) 9i0e !e#:e!ti& #e0!& de t01
&% /"#i&u0 %":t� &% di%%e#e t :&m!" ie0 b3 "$$ t'e to
-espondents &ere as*ed about their perception of factors &hich influence the associate &ith each co pany$ results #athered are entioned belo&:
TABLE >?:/ Table 70 sho&in# perception of various factors of different co panies by all the respondents+
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R" ) (i/e F":t� b3 Re0!& de t0 > * ? @ > * ? @ > * ? @ Ai#te$ :6K 7. 6 2 7: 71 91 06 01 07 7: 70 V&d"%& e 70 6: 90 : 92 27 97 72 07 00 9: 1 71 2: 9: : BSNL ; 72 99 6. 63 90 7: 73 7; 71 93 20 77 99 9; 01 S!i:eFIde" : 72 01 23 7: 93 00 03 1 71 2: 96 6 73 0: 2;
Net9&#)
C"$$ C&0t
Cu0t&me# C"#e
> 6: * 9: De"$e#0 ? : @ 1 Z represents percenta#e of respondents INTERPRETATION: / 8ro
the data collected$ it is clear that :6 percenta#e of
respondents ran* 7 to Airtel in ter s of the "et&or* provided by it$ 63 percenta#e of respondents ran* 7 to !S"5 in ter s of Call Cost$ Custo er Care service of SpiceH,dea is better fro its co petitors as it is sho&n fro the data collected and there are too collected data+ any Dealers for Airtel in co pare to others as it is clear fro
FINDINGS
• 8e& years bac* &ith the phone+ • Most of the students prefer prepaid connections than postpaid connections+ obile connections &ere not co on a on# the students+ !ut obile
obile revolution no& &e can find al ost every student &ith
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•
Most preferred
cellular co pany a on#st the students is Airtel and the least
preferred co pany is SpiceH,dea+ • 8riends and T+I+ are the best students buyin# decisions+ • Ma=i u respondents &ere usin# their current obile service providers for ore edia advertise ents that put ore i pact on the
than 0 years+ • Majority of custo ers don@t &ant to chan#e their current even if they are per itted to retain the current had+ • Mostly the students are satisfied &ith the services provided by the different cellular co panies+ • Mostly the Youth don@t use their essa#es+ • Majority of custo ers do associate &ith !S"5 due to its co paratively lo& cost and free calls+ Airtel attract custo ers due to its &ide net&or* and ore Dealers+ obile services beyond a*in# calls and te=t obile service provider
obile phone nu ber that they
Iodafone due to its net&or*$ call cost and custo er care service+ SpiceH,dea due to its net&or* and custo er care+
CONCLUSION
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Teleco
sector is boo in# sector+ ,ts
ar*et is %uite co petitive in Punjab &ith so
any
co panies venturin# here+ Most of the custo ers are associated &ith !S"5 due to its co paratively lo& call cost and roa in# char#es+ Airtel has lost its its hi#h call cost+ Iodafone is #ainin# ar*et share due to
ar*et share due to its lo& call cost &ith #ood
net&or*+ SpiceH,dea see s to be on the threshold of loosin# al ost everythin#+ Portability of nu ber is the de and of custo ers fro Due to the ever bur#eonin# teleco co panies@ side+
ar*et$ these service providers have started offerin#
co petitive rates for lon# distance calls$ co petitive rate plans and #reat discounts+ Due to the #ro&in# need for #oin# all out to capture$ as As the nu ber of uch obile phones$ it@s no &onder that service providers are ar*et space as they can+ illion by 933;$
obile phone users are esti ated to rise to about 793
it@s not surprisin# that brandin# and ,ndia@s teleco
ost of the leadin# service providers in ,ndia have started ore a##ressively+ ost lucrative ar*ets for
ar*etin# their services
unication sector has been touted as one of the obile co panies+
obile service providers and also for #lobal
SUGGESTIONS
? Mobile service providers should provide the facility of portability of nu ber+ ? Mobile service providers should provide the &eb access at cheaper cost+
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? Teleco
ar*et is %uite co petitive so
obile service providers should provide
the services at cheaper cost+ ? Mobile service providers should focus on providin# better net&or* covera#e Kspecially !S"5+ ? Mobile service providers should also start providin# 0G technolo#y in -ural as &ell as (rban areas+ ? Mobile service providers should provide various sche es for their e=istin# custo ers+ ? Tariff plan for STD and ,SD calls should be reduced+
BIBLIOGRAPHY
BOO<S REFERRED4
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• •
Mothari C+-+$ “-esearch edition+
ethodolo#y” “Iish&a Publication$ "e& Delhi$ 9nd
Motler$ Philip$ “Mar*etin# Mana#e ent”$ Prentice Eall of ,ndia Pvt+ 5td+ "e& Delhi$ 1th edition+
2EBSITES USED4 • • • • http:HH&&&+airtel+in http:HHen+&i*ipedia+or#H&i*iH,deaTCellular http:HHen+&i*ipedia+or#H&i*iHSpiceTTeleco http:HH&&&+plu##d+inHindian/teleco /industryHidea/t i/ac%uires/spice/teleco / 7;36H • • • • • http:HH&&&+adityabirlanuvo+co H ediaHfeaturesHfeatures+asp=[,DP7d16(Dd=CdM http:HH&&&+ obiles+inH obile/service/providers+ht http:HH&&&+trai+#ov+inH http:HH&&&+bsnl+co+inHabout+ht http:HH&&&+scribd+co HdocH;9377;1Hstudy/of/students/preference/different/ obile/service/providers • http:HHtra*+inHTa#sH!usinessHtelephone/subscribersH
ANNEBURE
HUESTIONNAIRE
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H4 >) ?ho is your current o Airtel o Iodafone o !S"5 o SpiceH,dea
obile phone service provider[
H4 *) ?hich of the follo&in# infor ation sourceHs have you used for the purchase of service[ o "e&s paper o ,nternet o T+I+ o 8riends o Ma#a>ines o Mobile phone retailer
obile
o 'ther TTTTTTTTTTTTTTTTTT H4 ?) Eo& o o o o any years have you been usin# the current obile phone services[
7 year 9 years 0 years More than 0 years any different obile phone service providers have you had in the past[
H4 @) Eo& o o o o
7 9 0 "one
H4 A) Do you have a postpaid or a prepaid relationship[ o Prepaid o Postpaid
H4 6) ,f you are per itted to retain the current obile phone nu ber that you have$ &ould you chan#e your current obile phone service provider[ o Yes o "o
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H4 ,) ,f so$ &hich brand &ould you select[ ASelect only oneB o Airtel o Iodafone o !S"5 o SpiceH,dea H4 7) Do you use your Mobile Service for anythin# beyond essa#in#[ Yes$ Please SpecifyTTTTTTTTTTTTTTTTTTTTTT "o H4 .) -ate the i portance of follo&in# factors on 6 point scale in a provider+ Iery Poor Price <uality of AconnectivityB Iarieties of offered Availability in states Aroa in#B service products different Poor Avera#e Good obile service a*in# calls and te=t
K=cellent
H4 >+) -ate the i portance of price on a 6 point scale in the follo&in# brands+ Iery Poor Airtel Iodafone !S"5 SpiceH,dea Poor Avera#e Good K=cellent
H4 >>) -ate the i portance of %uality of service on a 6 point scale for the follo&in# brands+ Iery Poor Poor Avera#e Good K=cellent Airtel Iodafone
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!S"5 SpiceH,dea
H4 >*) -ate the i portance of availability in different states on a 6 point scale for the follo&in# brands+ Iery Poor Poor Avera#e Good K=cellent Airtel Iodafone !S"5 SpiceH,dea H4 >?) -an* the follo&in# factorsAfro factor 7 for Airtel "et&or* Call Cost Custo er Care Dealers PERSONAL INFORMATION N"me4 TTTTTTTTTTTTTTTTTTTTTTT Ge de#4 o 8e ale Add#e004TTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTT T C& t":t N&+TTTTTTTTTTTTTTTTTT Male o 7/2Baccordin# to your Perception for a particular Iodafone !S"5 SpiceH,dea
ost preferred and 2 for least preferred[
doc_765128865.pdf
PROJECT REPORT ON
YOUTH PERCEPTION OF GSM MOBILE SERVICE PROVIDERS (A CASE STUDY OF PUNJAB)
Submitted i !"#ti"$ %u$%i$$me t %&# t'e de(#ee &%
MASTERS OF BUSINESS ADMINISTRATION
MBA (M"#)eti ()
(*++, - *++.)
U de# t'e Su!e#/i0i& &%
E#1 A1S1MAR2AHA
Submitted B34
NAVEEN SINGLA MBA5* *,67
SCHOOL OF MANAGEMENT STUDIES PUNJABI UNIVERSITY8 PATIALA1
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CERTIFICATE
This is to certify that the project entitled “Youth Perception of GSM Mobile Service Providers: A Case Study of Punjab” Sub itted !y "aveen Sin#la$ in partial fulfill ent of the re%uire ent for the a&ard of de#ree of Master of !usiness Ad inistration$ in School 'f Mana#e ent Studies$ Punjabi (niversity$ Patiala) is a bonafide piece of research &or* conducted under y supervision and #uidance and no part of this project has been
sub itted for any other de#ree+
D"te4
E#1 A1S1 M"#9"'" Le:tu#e# S1M1S8 Pu ;"bi U i/e#0it38 P"ti"$"1
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AC<NO2LEDGEMENT
, &ould li*e to ta*e this opportunity to than* E#1 A1S1M"#9"'"8 Le:tu#e#8 S:'&&$ &% M" "(eme t Studie08 Pu ;"bi U i/e#0it38 P"ti"$"8 &ho has been #uidin# force for y
Project -eport on =Youth Perception of GSM Mobile Service Providers: A case study of Punjab+”
, a
also very than*ful to all of
y teachers and friends for their support and aterial for this Project -eport$ &ithout
encoura#e ent in findin# out the appropriate their than*less support and efforts$ e+
a*in# this report &ould have been i possible for
, a
also than*ful to D#1 A1 S C'"9$"8 He"d &% t'e De!"#tme t8 S:'&&$ &% e the re%uired
M" "(eme t Studie08 Pu ;"bi U i/e#0it38 P"ti"$" for providin# facilities in the depart ent+
N"/ee Si ($" MBA5* (A) *,67
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TABLE OF CONTENTS
CHAPTER NO1
PARTICULARS
INTRODUCTION TO THE STUDY • • Teleco T-A, Teleco Sector in ,ndia Services unication
PAGE NO1
C'"!te# - >
./01
• • •
Classification of Teleco
C'"!te#5*
,ntroduction to the Co panies LITERATURE REVIE2
23/22
RESEARCH METHODOLOGY • "eed 4 Scope 26/67 'bjectives of the Study
C'"!te# - ?
•
• 5i itations of the Study DATA INTERPRETATION AND ANALYSIS
C'"!te# -@ C'"!te# - A
69/.. .: .; .1 :3 :7/:0
•
8indin#s CONCLUSION SUGGESTIONS BIBLIOGRAPHY ANNEBURE
•
<uestionnaire
LIST OF TABLES S#1N&1
Tit$e
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T"b$e >1 T"b$e *1 T"b$e ?1 T"b$e @1 T"b$e A1 T"b$e 61
Table 7 sho&in# percenta#e of respondents subscribed &ith different Mobile Service Providers+ Table 9 sho&in# the sources fro co panies+ Table 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services+ This table 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers+ Table 6 sho&in# percenta#e of prepaid and postpaid custo ers+ This table . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current This table : sho&s the brand of different obile phone nu ber that they obile service provider obile service providers &hich are to be obile service a*in# obile phone no+ &here the custo ers #ot ac%uainted &ith these
T"b$e ,1
preferred &hen the respondents are satisfied to chan#e their current provider &hen they are per itted to retain the current This table ; sho&in# the usa#e of calls and te=t essa#in#+
T"b$e 71 T"b$e .1 T"b$e >+1 T"b$e >>1 T"b$e >*1 T"b$e >?1
obile services for anythin# beyond
This table 1 sho&in# , portance of various factors in a
obile service provider+
This table 73 sho&s the i portance of price on a 6 point scale in different brands+ This fi#ure 77 sho&s the i portance of %uality of service on a 6 point scale in different brands+ This table 79 sho&s the Availability in different states on a 6 point scale in different brands+ Table 70 sho&in# perception of various factors of different co panies by all the respondents+
LIST OF FIGURES
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S#1N&1 Fi(u#e >1 Fi(u#e *1 Fi(u#e ?1 Fi(u#e @1 Fi(u#e A1 Fi(u#e 61
Service Providers+ 8i#ure 9 sho&in# the sources fro co panies+
Tit$e
8i#ure 7 sho&in# percenta#e of respondents subscribed &ith different Mobile &here the custo ers #ot ac%uainted &ith these
8i#ure 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services+ This 8i#ure 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers+ 8i#ure 6 sho&in# percenta#e of prepaid and postpaid custo ers+ This 8i#ure . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current This 8i#ure : sho&s the brand of different obile phone nu ber that they obile service provider obile service providers &hich are to obile a*in# obile phone no+
Fi(u#e ,1
be preferred &hen the respondents are satisfied to chan#e their current service provider &hen they are per itted to retain the current This 8i#ure ; sho&in# the usa#e of calls and te=t essa#in#+ obile services for anythin# beyond
Fi(u#e 71 Fi(u#e .1 Fi(u#e >+1 Fi(u#e >>1 Fi(u#e >*1
This 8i#ure 1 sho&in# , portance of various factors in a
obile service provider+
This 8i#ure 73 sho&s the i portance of price on a 6 point scale in different brands+ This fi#ure 77 sho&s the i portance of %uality of service on a 6 point scale in different brands+ This 8i#ure 79 sho&s the Availability in different states on a 6 point scale in different brands+
INTRODUCTION
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Co parative research$ si ply put$ is the act of co parin# t&o or
ore thin#s &ith a vie&
to discoverin# so ethin# about one or all of the thin#s bein# co pared+ This techni%ue is often utili>es ?hen it co es to ethod$ the ultiple disciplines in one study+ ajority a#ree ent is that there is no ethodolo#y peculiar
to co parative research+ The
ultidisciplinary approach is #ood for the fle=ibility it offers$
yet co parative pro#ra s do have a case to ans&er a#ainst the call that their research lac*s a “sea less &hole”+ There are certainly ethods far uch ore co on than others in co parative studies$ ho&ever+
<uantitative analysis is the
ore fre%uently perused than %ualitative$ and this is seen in
ajority of co parative studies can be use %uantitative data+ ethod of co parin# thin#s is the sa e for co parative research as it is in our
The #eneral
everyday practice of co parisons+ 5i*e cases are treated ali*e$ and cases are treated differently) the e=tent of difference deter ines ho& differently cases are treated+ The point here is that if one is able to sufficiently distin#uish t&o cases$ co parative research conclusions &ill not be very helpful+ Secondary analysis of %uantitative data is relatively &idespread in co parative research$ undoubtedly in part because of the cost of obtainin# pri ary data for such lar#e thin#s as a country@s policy environ ent+ A typical ethod of co parin# &elfare state is to ta*e
balance their levels of spendin# on social &elfare+ Co parative research is a ethodolo#y in the social sciences that ai s to ajor proble a*e
co parisons across different countries and cultures+ A research is that the data sets in different countries define cate#ories differently+
in co parative
ay not use the sa e cate#ories$ or
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•
TELECOMMUNICATION unication is one of the fastest #ro&in# service industries in the &orld+ ?hile
Teleco
the accent of #ro&th is one the value added service$ such as e/ ail$ cellular phones etc in the developed countries+ This sector a crucial role in spurrin# #ro&th$ especially industrial and service$ in any econo y+ Multinational co panies are investin# in developin# countries because of hu#e latest de and+ Telephone penetration has reached saturation levels in the developed &orld+ Teleco unication historically has been a state initiated and controlled sector in all
countries+ The last t&o decades has &itnessed a restrictin# of the entire sector across the #lobe$ in ter s of privati>ation and co petition+ 'penin# up of econo ics and privati>ation in the developin# countries has tri##ered influ= of forei#n capital and technolo#y+ Teleco density is only 9 per 733$ &hich is less than that of China A2+6 per 733B and the
&orld avera#e A73 per 733B+ Cellular penetration is also lo& at 3+7C co pared to China A7+7CB and Malyasia A9CB+ To i prove penetration &ill i ply an invest ent of over -s+ .33 billion in ne=t 6 years+ The industry had received the Teleco Policy of 7112 &ith enthusias + ,t &as hoped that Sector+ (nfortunately$ delays in
this &ould usher in a ne& era in the teleco
i ple entation and resultin# confusion have derailed the sa e+ The initial enthusiastic responses to buildin# have #iven &ay to liti#ation and subse%uent delays+ 'ut of the 99 circles ade available to the private sector for basic teleco service$ only 9 are
operational after 6 years+
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Despite all the delays$ ,ndia has
ana#ed to ta*e steps to&ards privati>ation and services+ The #overn ent has announced a unication+
introduction of co petition in basic teleco ne& teleco
policy$ &hich clarifies the future role of Depart ent of Teleco
The ne& ,SP policy &ill pro ote the use of internet+ All this ai s to pro ote invest ent in the teleco years+ The buildin# process &as also adversely affected by Ei achal futuristic &hich sub itted bids of -s+ ;63 !n for 1 licenses leadin# in an i passe+ The solution for ulated by the policy a*ers to copies nu ber of licenses per co pany ostensibly$ to avoid co petition ade on opti istic de and esti ates$ &hich have ost of the co panies facin# cash losses+ Most sector+ The sector &ill under#o a dra atic transfor ation in the ne=t 0/6
also led to confusion+ The bids &ere not yet
ateriali>ed+ This has resulted in
of the ,ndian partners do not have the stren#th to &ithstand lon# #enestations and sellin# out to their forei#n collaborators+ The ne& teleco A nu ber of M"Cs set up joint ventures for policy has addressed this issue also+ anufacture of teleco e%uip ent in the
last 0 years+ The capacity builds up outstripped de and fro
the service providers+ Due
to resource crunch$ D'T Athe do inant sin#le buyerB delayed placin# orders+ This resulted in an adverse i pact on the botto /line+ A sha*e out local players Aincludin# so e PS(sB &ho are technolo#ically not co petitive is bound to happen+ • TRAI (TELECOM REGULATORY AUTHORITY OF INDIA) -e#ulatory Authority of ,ndia or T-A, Aestablished 711:B is the
The Teleco
independent re#ulator established by the Govern ent of ,ndia to re#ulate the teleco unications business in ,ndia+ The T-A,$ &hich dra&s re#ulatory po&er fro
the T-A, Act of 711: AA ended 9333B$ is responsible for:
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Notwithstanding anything contained in the Indian Telegraph Act,1885,the functions of the Authority shall be to(") Make recommendations, on a request from the licensor, on the following matters, namely: AiB need and ti in# for introduction of ne& service provider) AiiB ter s and conditions of license to a service provider) AiiiB revocation of license for non/co pliance of ter s and conditions of license: AivB easures to facilitate co petition and pro ote efficiency in the operation of teleco unication services so as to facilitate #ro&th in such services+
AvB technolo#ical i prove ents in the services provided by the service providers+ AviB type of e%uip ent to be used by the service providers after inspection of e%uip ent used in the net&or*+ AviiB easures for the develop ent of teleco atter relatable to teleco AviiiB efficient unication technolo#y and any other
unication industry in #eneral)
ana#e ent of available spectru )
(b) Discharge the following functions, namely:AiB ensure co pliance of ter s and conditions of license) AiiB not&ithstandin# anythin# contained in the ter s and conditions of the license #ranted before the co ence ent of the Teleco -e#ulatory Authority AA end entB
'rdinance$9333$ fi= the ter s and conditions of inter/connectivity bet&een the service providers) AiiiB ensure technical co patibility and effective inter/connection bet&een different service providers+
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AivB re#ulate arran#e ent a on#st service providers of sharin# their revenue derived fro providin# teleco unication services)
AvB lay do&n the standards of %uality of service to be provided by the service providers and ensure he %uality of service and conduct the periodical survey of such service provided by the service providers so as to protect interest of the consu ers of teleco unication services)
AviB lay do&n and ensure the ti e period for providin# local and lon# distance circuits of teleco AviiB unication bet&een different service providers) atters as ay be
aintain re#ister of interconnect a#ree ents and of all such other
provided in the re#ulations) AviiiB *eep re#ister aintained under clause AviiiB open for inspection to any e ber of ay be
public on pay ent of such fee and co pliance of such other re%uire ent as provided in the re#ulations) Ai=B ensure effective co pliance of universal service obli#ations)
•
TELECOM SECTOR IN INDIA
More than 796
illion telephone net&or* is one of the lar#est co
unication net&or*s
in &orld$ &hich continues to #ro& at a blisterin# pace+ The rapid #ro&th in the teleco positive policy sector can be attributed to the various pro/active and
easures ta*en by the #overn ent as &ell as the dyna ic and service providers both in private and public
entrepreneurial spirit of the various teleco sector+ The teleco
sector has sho&n i pressive #ro&th durin# the past decade+
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T&o stri*in# features of this #ro&th vi>+ increasin# preference for
obile phones and
hi#her contribution of private sector in the incre ental #ro&th have predo inated the teleco sector+ The share of obile phones Aincludin# ?55 obileB has overta*en the
share of landlines &ith .9C in the total nu ber of phones+ The private sectorFs contribution is also increasin# rapidly+ Currently added each ore than 03 la*h phones are bein#
onth and it is tar#eted that by the end of 933; the total nu ber of phones illion ta*in# the tele/density to ore than 03C &hich is
ay reach a level of 063 currently at 92+.0C+
Net9&#) EC!" 0i& 4 The total nu ber of telephone subscribers has reached 9;7+.9 illion at the end of Ganuary 933; as co pared to 909+;: illion in Guly 933:+ The
overall teledensity has increased to 90+.0C in Ganuary 933; as co pared to 97+93C in Au#ust 933:+ 2i#e$e00 Se#/i:e: The &ireless se# ent sa& a sur#e of ;+:: onth co pared to ;+7: subscriber@s base to 929+23 illion subscribers last
illion in Dece ber933:+ This pushed the total &ireless illion by Gan 07 933;+ illion &ith
2i#e$i e Sub0:#ibe#04 The &ireline se# ent subscriber base stood at 01+:0 a decrease of 3+7. illion at the end of Ganuary 933;+
Te$ede 0it34 The #ross subscriber base reached 93.+;0
illion at the end of March 933:+
The teledensity is 92+.0Cat the end of Ganuary 933; as co pared to 7;+07C at the end of March 933:$ re#isterin# an increase of .C+
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I :#e"0i ( R&$e &% P#i/"te Se:t The private sector has played a si#nificant role in the #ro&th of teleco Dece ber 933: fro sector+ The share of private sector has risen to ;6 per cent in .2+72 per cent in "ove ber 933.+
T"#i%% Reb"$" :i ( Me"0u#e04 There has been a dra atic fall in the tariffs due to increased co petition+ The considerably in recent ini u effective char#es for local calls have fallen
onths especially for cellular service+ The lon# distance do estic
as &ell as international char#es have also fallen considerably+ Te$e:&m Re(u$"t Aut'&#it3 &% I di" (TRAI)4 T-A, &as established under the Teleco -e#ulatory Authority of ,ndia Act$ 711: enacted on March 9;$ 711:+ The #oals
and objectives of T-A, are focused to&ards providin# a re#ulatory fra e&or* that facilitates achieve ent of the objectives of "e& Technolo#y Policy A"TPB 7111+ T-A, has endeavored to encoura#e #reater corporation in the teleco better %uality and affordable prices+ Teleco unication sector in ,ndia can be divided into t&o se# ents: 8i=ed Service sector to#ether &ith
Provider A8SPsB$ and Cellular Services+ 8i=ed line services consist of basic services$ national or do estic lon# distance and international lon# distance services+ The state operators A!S"5 and MT"5B$ account for al ost 13 per cent of revenues fro basic
services+ Private sector services are presently available in selective urban areas$ and collectively account for less than 6 per cent of subscriptions+ Eo&ever$ private services focus on the businessHcorporate sector$ and offer reliable$ hi#h/ end services$ such as leased lines$ ,SD"$ closed user #roup and videoconferencin#+
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Cellular services can be further divided into t&o cate#ories: Global Syste Co
for Mobile
unications AGSMB and Code Division Multiple Access ACDMAB+ The GSM sector
is do inated by Airtel$ Iodfone/Eutch$ !S"5 and Spice/,dea Cellular$ &hile the CDMA sector is do inated by -eliance and Tata ,ndico + 'penin# up of international and do estic lon# distance telephony services are the industry+ Cellular operators #et substantial revenue fro the ajor #ro&th drivers for cellular these services$ and co pensate ain source of
for reduction in tariffs on airti e$ &hich alon# &ith rental &as the
revenue+ The reduction in tariffs for airti e$ national lon# distance$ international lon# distance$ and handset prices has driven de and+
•
CLASSIFICATION OF TELECOMMUNICATION SERVICES >1 !asic services *1 Cellular services ?1 ,nternet Service Provider A,SPB
? CELLULAR SERVICE
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?
There are five private service operators in each area$ and an incu bent state operator+ Al ost ;3C of the cellular subscriber base belon#s to the pre/paid se# ent+
?
The D'T has allo&ed cellular co panies to buy rivals &ithin the sa e operatin# circle provided their co bined ar*et share did not e=ceed .: per
cent+ Previously$ they &ere only allo&ed to buy co panies outside their circle+ G#&9t' D#i/e#0 'penin# up of international and do estic lon# distance telephony services are #ro&th drivers in the industry+ Cellular operators no& #et substantial revenue fro these services$ and co pensate the for reduction in tariffs on air ti e$
&hich alon# &ith rental &as the
ain source of revenue+ The reduction in
tariffs for airti e$ national lon# distance$ international lon# distance$ and handset prices has driven de and+
•
THE <EY PLAYERS IN THE TELECOM MAR<ET IN INDIA ? Ce$$u$"# Se#/i:e !#&/ide#4
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? Airtel ? Iodafone ? !S"5 ? SpiceH,dea ? -eliance ? Tata indico ? Aircel ? MT"5
? Sub0:#ibe#0 • • • ?ireless subscribers crosses 933 Tele density reaches 97+93C ,ndia has beco e the second lar#est &ireless net&or* #iven the e=ceptional #ro&th in Mobile subscribers in ,ndia+ illion ar*
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Accordin# to latest release by T-A, ATeleco &ireless subscribers base stood at 9.7+31 966
-e#ulatory authority of ,ndiaB$ the total
illion at the end of March 933;$ co pared to illion &ireless subscribers have been illion &ireless subscribers added in
illion subscribers in (+S+ A total of 73+7. onth of March 933; as a#ainst ;+60
added in the the
onth of 8ebruary 933;+
Another land ar* that March sa& &as reachin# a total telephone connections to 033 illion A&irelineJ&irelessB+ The overall tele/density is pe##ed at 9.+99C at the end of March 933; as a#ainst 96+07C in 8ebruary 933;+ The total nu ber of telephone subscribers has reached 927+39 Au#ust 933: as co pared to 909+;: illion at the end of
illion in Guly 933:+ The overall teledensity has
increased to 97+93C in Au#ust 933: as co pared to 93+69C in Guly 933:+ ,n the &ireless se# ent$ ;+07 ;+3. illion subscribers have been added in Au#ust 933: &hile
illion subscribers &ere added in Guly 933:+ The total &ireless subscribers AGSM$ illion at the end of Au#ust 933:+
CDMA 4 ?55 A8BB base reaches 937+91
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INTRODUCTION TO THE COMPANIES AIRTEL
T3!e F&u ded He"dDu"#te#0 <e3 !e&!$e I du0t#3 P#&du:t0 Re/e ue S$&(" 2eb0ite
Public$ 5isted on !SK 71;6 "e& Delhi$ ,ndia Sunil Mittal Teleco Mobile and 8i=ed/5ine Teleco L. !illion K=press Yourself &&&+"i#te$+in unication operator
!harti Airtel$ for erly *no&n as !harti Tele/Ientures 5i ited A!TI5B is ,ndiaFs lar#est cellular service provider &ith ore than :6 illion subscribers as of Au#ust 933;+,t also
offers fi=ed line services and broadband services+ ,t offers its TK5KC'M services under the Airtel brand and is headed by Sunil Mittal+ The co pany also provides telephone services and ,nternet access over DS5 in 72 circles+ The co pany co ple ents its obile$ broadband 4 telephone services &ith national and international lon# distance services+ The co pany also has a sub arine cable landin# station at Chennai$ &hich connects the sub arine cable connectin# Chennai and Sin#apore+ The co pany provides
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end/to/end data and enterprise services to the corporate custo ers throu#h its nation&ide fiber optic bac*bone$ last ile connectivity in fi=ed/line and obile circles$ ISATs$ ,SP
and international band&idth access throu#h the #ate&ays and landin# station+ !harti Knterprises has successfully focused its strate#y on teleco diverse fields of business+ 8ro beco in# the lar#est &hile straddlin#
the creation of FAirtelF$ one of ,ndiaFs finest brands$ to ter inals under
anufacturer and e=porter of &orld class teleco
its F!eetelF brand$ !harti has created a si#nificant position for itself in the #lobal teleco unications sector+ !harti Airtel 5i ited is today ac*no&led#ed as one of ,ndiaFs illion custo ers across the
finest co panies$ and its fla#ship brand FAirtelF$ has over 92 len#th and breadth of ,ndia+ ?hile a joint venture &ith TeleTech ,nc+$ (SA
ar*ed !harti@s successful foray into the
Custo er Mana#e ent Services business$ !harti Knterprises@ dyna ic diversification has continued &ith the co pany venturin# into teleco soft&are develop ent+ -ecently$
!harti has successfully launched an international venture &ith K5 -othschild Group o&ned K5-' Eoldin#s ,ndia 5td+$ to e=port fresh A#ri products e=clusively to in Kurope and (SA+ ar*ets
C&m!" ie0 &% Ai#te$ A brief introduction to each of its co panies is #iven belo&: >1 B'"#ti Ai#te$ Ltd
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!harti Airtel 5td is ,ndiaFs leadin# provider of teleco
unications services+ The
co pany has 2 distinct !usiness divisions / Mobile 4 telephone services$ broadband services$ lon# distance services and enterprise services+ *1 B'"#ti Te$eTe:' Ltd !harti TeleTech 5td brand F!eetelF ?1 Te$e:&m Se3:'e$$e0 Ltd Teleco Seychelles 5td provides teleco services in Seychelles$ under the brand FAirtelF anufactures and e=ports &orld/class teleco e%uip ent under the
@1 B'"#ti Te$e0&%t Ltd !harti Telesoft 5td delivers best/in/class$ revenue/critical IAS products and services to teleco carriers+
A1 Te$eTe:' Se#/i:e0 (I di") Ltd TeleTech Services A,ndiaB 5td is joint venture &ith TeleTech ,nc+$ (SA+ ,t offers a ran#e of Custo er Mana#e ent Services+ 61 Fie$dF#e0' F&&d0 P/t Ltd 8ield8resh 8oods Pvt 5td is !hartiFs venture &ith K5 -othschild Group o&ned K5-' Eoldin#s ,ndia 5td+$ to e=port fresh A#ri products e=clusively to (SA+ ar*ets in Kurope and
Airtel is a b#" d of teleco
unication services in I di" operated by !harti Airtel+
Airtel is the lar#est cellular service provider in ,ndia in ter s of nu ber of subscribers+ !harti Airtel o&ns the Airtel brand and provides the follo&in# services under the brand
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na e Airtel: Mobile Services Ausin# GSM Technolo#yB$ !roadband 4 Telephone Services A8i=ed line$ ,nternet ConnectivityADS5B and 5eased 5ineB$ 5on# Distance Services and Knterprise Services ATeleco unications Consultin# for corporatesB+ ,t has
presence in all 90 circles of the country and covers :7C of the current population+ 5eadin# international teleco partial sta*es in !harti Airtel+ ,n March 933;$ !harti Airtel &ill roll out third #eneration services in Sri 5an*a in association &ith EYPK-5,"M Nhttp:HHen+&i*ipedia+or#H&i*iHSin#telN Oo NSin#telN ajor Sin#tel$ &hich o&ns a unication co panies such as and held
Iodafone
Sin#Tel
Sin#tel+ This is because Sin#apore/based Asian teleco little over 03C in !harti Airtel$ is a #eneration net&or*s in several
ajor player in the 0G space as it has already third
ar*ets across Asia
The Co pany !harti Airtel is in ,ndia the bi##est inte#rated and also the 7st telephone service provider in the private sector$ &hich has footprint in around 90 teleco circles+
!harti Airtel 5i ited has been since its very be#innin# usin# the latest technolo#y and thus the co pany has paved the &ay for the teleco services and products+ This has helped !harti Airtel Co pany to #ro& for the nu ber of its custo ers has increased very rapidly over the years+ The co pany has around 6o 933: and its ar*et share of obile subscribers in ,ndia is at 90+2C+ illion custo ers in sector in ,ndia &ith its &orld/class
The co pany !harti Airtel 5i itedFs total revenue a ounted to -s+79$ 929 crore in 933./ 933: and the net profit stood at -s+0$ 79. crore+ The Co pany !harti Airtel is divided into 0 business units that are:
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• • •
!roadband 4 Telephone A!4TB services Knterprise services Mobile services
A on# the various services that the !harti Airtel 5i ited Co pany provides to its custo ers$ the services of broadband and telephone A!4TB are 7 of the + The co pany provides broadband ,nternet services of hi#h speed for it has the best net&or* in ,ndia+ The co pany !harti Airtel also provides telephone services in around 12 cities of the country and this helps the people to stay connected &ith one another+ The co pany plans to e=pand its broadband and telephone services by providin# ,PTI services and DTE operations+ 8urther !harti Airtel provides enterprise services to its custo ers+ The services of enterprise provide teleco end/to/end solutions to custo ers &ho belon# to the corporate
sector and also lon# distance services to international and national carriers+ The co pany !harti Airtel has and is also a ore than 06$37. *ilo eters of optic fiber$ a sub arine landin# station$
e ber of South Kast Asia/ Middle Kast/ ?estern Kurope/ 2+ All this has
helped the co pany to provide the best enterprise services to its custo ers+ The co pany !harti Airtel 5i ited plans to e=pand its enterprise services so that it can achieve the status of a #lobal carrier &ithin a period of 9/ 0 years+
A9"#d0 " d Re:&( iti& ?ireless service provider of the year 9336 at the 8rost and Sulivan Asia/Pacific ,CT a&ards
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Co petitive service provider of the year 9336 at the 8rost and Sulivan Asia/ Pacific ,CT a&ards !harti Airtel added the hi#hest ever net addition of 6+0 illion custo ers in a illion
sin#le %uarter A<2/8Y3.3:B and also the hi#hest ever net addition of 7; total subscribers in 933./3:
The co pany &ill invest up to L0+6 billion this fiscal A3:/3;B in net&or* e=pansion+ ,t has an installed base of 23$333 cellsites and 61C population covera#e After the proposed net&or* e=pansion$ an additional 03$333 to&ers &ill result in the co pany achievin# :3C population covera#e !harti has over 01 illion users as on March 07$ 933: illion subscribers by 9373
,t has set a tar#et of 796
Prepaid custo ers account for ;;+6C of !harti@s total subscriber base$ an increase fro ;9+:C a year a#o
A-P( has dropped to -s 23. "on/voice revenues$ ASMS$ voice ail$ call ana#e ent$ hello tunes and Airtel
5iveB constituted 73C of total revenues durin# <2$ lo&er than 73+:C in the <2 of the previous year
!lended
onthly
inutes of usa#e per custo er in <2 &as at 2:6
inutes
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Eas co pleted 733C verification of its subscribers and in the process disconnected three la*h subscribers
M"#)et Ne90 Mar*et Capitalisation Appro=+ -s+ 7$.:3 billion Closin# !SK share price P -s+ ;;3+:6 S"$e0 4 P#&%it0 4 A00et0 4 39+.9 !illion L 33+2. !illion L 32+2. !illion L
M"#)et V"$ue 4 27 !illion L 'n 8ebruary 79$ 933: Iodafone sold its 6+.C sta*e in AirTel bac* to AirTel for (S L7+. billion) and purchased a controllin# sta*e in rival Eutchison Kssar+
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VODAFONE
F&u ded He"dDu"#te#0
71;0 as R":"$ Te$e:&m$ independent 7117 "e&bury$ Kn#land$ (M Arun Sarin$ CK' Sir Gohn !ond$ Chair an Gohn !uchanan$ Deputy Chair an Andy Ealford$ C8' Mobile teleco unications services$ Ktc+
<e3 !e&!$e
I du0t#3 P#&du:t0 Re/e ue Net i :&me S$&("
Mobile net&or*s$ Teleco
Q R07+732 billion G!P A933:B S R/7+6.2 billion G!P A933:B Make the ost of now Ain any countries$ their previous slo#an$ !ow are you"$ is still usedB
2eb0ite
&&&+vodafone+co
Iodafone is a
obile net&or* operator head%uartered in "e&bury$ !er*shire$ Kn#land$ obile teleco unications net&or* co pany in the &orld by
(M+ ,t is the lar#est turnover and has a
ar*et value of about R733 billion ADece ber 933:B+ Iodafone
currently has e%uity interests in 96 countries and Partner "et&or*s Anet&or*s in &hich it has no e%uity sta*eB in a further 01 countries+ The na e Iodafone co es fro Ioice data
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fone$ chosen by the co pany to Nreflect the provision of voice and data services over obile phones+N At 07 Ganuary 933: Iodafone had 933 illion proportionate custo ers in 96 ar*ets
across 6 continents+ ANProportionate custo ersN a 03C sta*e in a business &ith a easure it is the second lar#est The ei#ht ar*ets &here it has
eans$ for e=a ple$ that if Iodafone has
illion custo ers$ that is counted as 033$333B+ 'n this obile teleco ore than ten #roup in the &orld behind China Mobile+ illion proportionate custo ers are the
(nited Min#do $ Ger any$ ,ndia$ ,taly$ Spain$ Tur*ey$ K#ypt and the (nited States+ ,n the (+S+$ these custo ers co e via its other seven ar*ets Iodafone has inority sta*e in Ieri>on ?ireless$ and in the
ajority/controlled subsidiaries+
'n 03 May 933.$ the co pany announced a loss before ta= of R72+1 billion for 9336$ the bi##est loss in !ritish corporate history+ The loss for the year fro &as R7:+9 billion and the botto continuin# operations
line loss for the financial year &as R97+; billion+ The
co pany &as pushed into loss by i pair ent char#es of R90+6 billion$ &hich related to the ac%uisition of Mannes ann several years earlier$ and losses of R2+. billion in relation to its discontinued business in Gapan+ At an operatin# level it re ained hi#hly profitable$ &ith an operatin# profit on continuin# operations of R1+2 billion before i pair ent costs+ Iodafone@s ori#inal lo#o &as used until the introduction of the speech ar* lo#o in 711;+
,n 71;9 -acal Klectronics plcFs subsidiary -acal Strate#ic -adio 5td+ &on one of t&o (M cellular telephone net&or* licenses+ The net&or*$ *no&n as -acal Iodafone &as ;3C o&ned by -acal$ &ith Millico and the Ea bros Technolo#y Trust o&nin# 76C and 6C
respectively+ Iodafone &as launched on 7 Ganuary 71;6+ -acal Strate#ic -adio &as
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rena ed -acal Teleco
unications Group 5i ited in 71;6+ 'n 91 Dece ber 71;. inority shareholders of Iodafone for G!R773 illion+
-acal Klectronics bou#ht out the
,n Septe ber 71;; the co pany &as a#ain rena ed -acal Teleco
and on 9. 'ctober
71;; -acal Klectronics floated 93C of the co pany+ The flotation valued -acal Teleco at G!R7+: billion+ 'n 7. Septe ber 7117 -acal Teleco Klectronics as Iodafone Group+ ,n Guly 711. Iodafone ac%uired the t&o thirds of Tal*land it did not already o&n for R03+. illion+ 'n 71 "ove ber 711.$ in a defensive ove$ Iodafone purchased Peoples &as de er#ed fro -acal
Phone for R::
illion$ a 7;7 store chain &hose custo ers &ere over&hel in#ly usin# ove the co pany ac%uired the ;3C of Astec
IodafoneFs net&or*+ ,n a si ilar Co
unications that it did not o&n$ a service provider &ith 97 stores+ ar* in a circle) ar*s$ su##estin#
,n 711: Iodafone introduced its #peech ark lo#o$ as it is a %uotation the 'Fs in the Iodafone lo#otype are openin# and closin# %uotation conversation+ 'n 91 Gune 7111 Iodafone co pleted its purchase of AirTouch Co
unications$ ,nc+ enced
and chan#ed its na e to Iodafone airtouch plc+ Tradin# of the ne& co pany co on 03 Gune 7111+ To approve the
er#er$ Iodafone sold its 7:+9C sta*e in K/Plus
Mobilefun*+ The ac%uisition #ave Iodafone a 06C share of Mannes ann$ o&ner of the lar#est Ger an obile net&or*+ er#e its (+S+ &ireless assets &ith those of er#er &as co pleted on 2 April
'n 97 Septe ber 7111 Iodafone a#reed to !ell Atlantic Corp to for 9333+
Ieri>on ?ireless+ The
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,n "ove ber 7111 Iodafone
ade an unsolicited bid for Mannes ann$ &hich &as
rejected+ Iodafone@s interest in Mannes ann had been increased by the latterFs purchase of 'ran#e$ the (M obile operator+ Chris Gent &ould later say Mannes annFs ove into
the (M bro*e a N#entle anFs a#ree entN not to co pete in each otherFs ho e territory+ The hostile ta*eover provo*ed stron# protest in Ger any and a Ntitanic stru##leN &hich sa& Mannes ann resists Iodafone@s efforts+ Eo&ever on 0 8ebruary 9333 the Mannes ann board a#reed to an increased offer of R779bn$ then the lar#est corporate er#er ever+ The K( approved the subse%uently bro*en up and all Hut:' Be:&me0 V&d"%& e ,n one of the bi##est brand transition e=ercises in recent ti es$ Eutch$ ,ndia@s fourth/ lar#est obile service provider &ill be rena ed Iodafone+ Iodafone is spendin# er#er in April 9333+ The con#lo erate &as
anufacturin# related operations sold off+
so e&here in the re#ion of -s 963 crore on this hi#h/profile transition+ Iodafone has ac%uired .: per cent in Eutchison Kssar fro Eon# Mon#/based Eutchison
?ha poa$ and co pleted the ac%uisition of Eutchison Kssar in May 933:+ The brand chan#e that &ill touch 0+6 crore custo ers and four la*h shops and e ployees &ill be e=ecuted throu#h a edia blit> and the pu#$ &hich had beco e fa ous &ith its net&or*
advertise ent$ &ill re ain+ FFThis ar*s a si#nificant chapter in the evolution of Iodafone as a dyna ic and ever/
#ro&in# brand+ The brand chan#e over the ne=t fe& &ee*s &ill be unveiled nationally throu#h a hi#h profile ca pai#n coverin# all i portant co pany state ent as sayin#+ edia$FF a ne&s a#ency %uoted the
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5eadin# broadcaster Star ,ndia has entered into an e=clusive deal &ith Iodafone Kssar for the latterFs re/brandin# ca pai#n to Iodafone fro Fi " :i"$ Re0u$t0 8ro its 07 March 933. year end on&ards Iodafone &ill report its results in accordance Eutch+
&ith ,nternational 8inancial -eportin# Standards A,8-SB+ ,t has issued results a ended to ,8-S standards for its 07 March 9332 and 07 March 9336 year ends for infor ation purposes$ and these are sho&n in the first table belo&+ Iodafone has so e lar#e inority sta*es$ &hich are not included in its consolidated
turnover+ ,n order to provide additional infor ation on the overall scale and #ro&th trends of its business it publishes Nproportionate turnoverN fi#ures and these are included in the tables belo&+ 8or e=a ple$ if a business in &hich it o&ns a 26C sta*e has turnover of R73 billion that e%uals R2+6 billion of proportionate turnover for Iodafone+ Proportionate turnover is not an official accountin# easure and Iodafone@s
proportionate turnover should be co pared &ith other co paniesF statutory turnover+ Iodafone also produces proportionate custo er nu ber fi#ures on a si ilar basis$ e#+ if an operator in &hich it has a 03C sta*e has 73 illion custo ers that e%uals 0 on practice in the illion obile
proportionate Iodafone custo ers+ This is a co teleco unications industry
5osses for year to 07 March 933. reflect &rite do&ns of assets$ principally in relation to the Mannes ann ac%uisition+ Proportionate turnover includes R:$733 discontinued operations+ illion fro
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Growth of Hutchison Essar (1
!-!""#$:
,n 7119 Eutchison ?ha poa and its ,ndian business partner established a co pany that in 7112 &as a&arded a licence to provide Mu bai Afor erly !o bayB and launched co obile teleco unications services in
ercial service as Eutchison Ma= in
"ove ber 7116+ Analjit Sin#h of Ma= still holds 79C in co pany+ !y the ti e of Eutchison Teleco Fs ,nitial Public 'fferin# in 9332$ Eutchison ?ha poa had ac%uired interests in si= obile teleco unications operators providin# service in
70 of ,ndiaFs 90 licence areas and follo&in# the co pletion of the ac%uisition of !P5 that nu ber increased to 7.+ ,n 933.$ it announced the ac%uisition of a co pany that held licence applications for the seven re ainin# licence areas+ ,n a country #ro&in# as fast as ,ndia$ a strate#ic and &ell ana#ed business plan is ar*ets
critical to success+ ,nitially$ the co pany #re& its business in the lar#est &ireless
in ,ndia / in cities li*e Mu bai$ Delhi and Mol*ata+ ,n these densely populated urban areas it &as able to establish a robust net&or*$ &ell *no&n brand and lar#e distribution net&or* /all vital to lon#/ter success in ,ndia+ Then it also tar#eted business users and
hi#h/end post/paid custo ers &hich helped Eutchison Kssar to consistently #enerate a hi#her Avera#e -evenue Per (ser ANA-P(NB than its co petitors+ !y adoptin# this focused #ro&th plan$ it &as able to establish leadin# positions in ,ndiaFs lar#est providin# the resources to e=pand its footprint nation&ide+ ,n 8ebruary 933:$ Eutchison Teleco announced that it had entered into a bindin# ar*ets
a#ree ent &ith a subsidiary of Iodafone Group Plc to sell its .:C direct and indirect
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e%uity and loan interests in Eutchison Kssar 5i ited for a total cash consideration Abefore costs$ e=penses and interestsB of appro=i ately (SL77+7 billion or EML;: billion+
1$$%& Eutchison ?ha poa and Ma= Group established Eutchison Ma= %'''& Ac%uisition of Delhi operations Kntered Calcutta and Gujarat KSSA- ac%uisition %''1& ?on auction for licences to operate GSM services in Marnata*a$ Andhra Pradesh and Chennai %''(& Ac%uired AirCel Di#ilin* AAD,5 / Kssar SubsidiaryB &hich operated in -ajastan$ (ttar Pradesh Kast and Earyana teleco circles and rena ed it under Eutch brand circles of ,ndia na ely FPunjabF$ F(ttar ar*ets throu#h
%'')& 5aunched in three additional teleco Pradesh ?estF and F?est !en#alF %''5& Ac%uired !P5$ another
obile service provider in ,ndia
%''8& Iodafone ac%uired Dishnet ?ireless$ a service provider in 'rissa and has successfully launched its services in the follo&in# circle+ %''8& Iodafone launched the Apple iPhone 0G to be used on its 7: circle 9G net&or*+ Eutch &as often praised for its a&ard &innin# advertise ents &hich all follo& a clean$ ini alist loo*+ A recurrent the e is that its essa#e Eello stands out visibly thou#h it
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uses only &hite letters on red bac*#round+ Another recent successful ad ca pai#n in 9330 featured a pu# na ed Chee*a follo&in# a boy around in unli*ely places$ &ith the ta#line$ *here+er you go, our network follows, The si ple yet po&erful advertise ent ca pai#ns &on it any ad irers+
BSNL (BHARAT SANCHAR NIGAM LIMITED)
T3!e A/"i$"bi$it3 Re/e ue O9 e# <e3 !e&!$e F&u ded 2eb0ite
Co
unication Service Provider
Country&ide e=cept Delhi 4 Mu bai (SL 1+32 billion A933.B The Govern ent of ,ndia Muldeep GoyalACK'B 71th century$ incorporated 9333 &&&+bsnl+co+in
!harat Sanchar "i#a
5i ited A*no&n as !S"5$ India -o
unications -orporation
.i itedB is a public sector co teleco
unications co pany in ,ndia+ ,t is the ,ndiaFs lar#est ar*et share as on Dece ber 07$ 933:+ ,ts
unication co pany &ith 96+72C
head%uarters are at !harat Sanchar !ha&an$ Earish Chandra Mathur 5ane$ Ganpath$ "e&
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Delhi+ ,t has the status of Mini/ratna / a status assi#ned to reputed Public Sector co panies in ,ndia+ !S"5 is ,ndiaFs oldest and lar#est Co !S"5 has a custo er base of .;+6 throu#hout ,ndia e=cept for the unication Service Provider ACSPB+ Currently
illion A!asic 4 Mobile telephonyB+ ,t has footprints
etropolitan cities of Mu bai and "e& Delhi &hich are anded a custo er base of illion GSM Mobile
ana#ed by MT"5+ As on Dece ber 07$ 933: !S"5 co 07+: illion ?ireline$ 2+7
illion CDMA/?55 and 09+:
subscribers+ !S"5Fs earnin#s for the 8inancial Year endin# March 07$ 933: stood at ,"01:+76b A(SL 1+.: bB &ith net profit of ,"- :;+3.b A(SL 7+13 billionB+ Today$ !S"5 is ,ndiaFs lar#est Telco and one of the lar#est Public Sector (nderta*in# &ith esti ated ar*et value of L 733 !illion+ The co pany is plannin# an ,P' &ith in . offload 73 C to public+ Hi0t The foundation of Teleco "et&or* in ,ndia &as laid by the !ritish so eti e in 71th in ,ndia+ ,n 71th onths to
century+ The history of !S"5 is lin*ed &ith the be#innin# of Teleco century and for al ost entire 93th century$ the Teleco
in ,ndia &as operated as a
Govern ent of ,ndia &in#+ Karlier it &as part of erst&hile Post 4 Tele#raph Depart ent AP4TB+ ,n 71:6 the Depart ent of Teleco responsible for runnin# of Teleco Telephone "i#a ADoTB &as separated fro P4T+ DoT &as
services in entire country until 71;6 &hen Mahana#ar services of
5i ited AMT"5B &as carved out of DoT to run the teleco
Delhi and Mu bai+ ,t is a &ell *no&n fact that !S"5 &as carved out of Depart ent of Teleco teleco to provide level playin# field to private teleco s+Subse%uently in 7113s the sector &as opened up by the Govern ent for Private invest ent$ therefore it
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beca e necessary to separate the Govern entFs policy &in# fro
'perations &in#+ The
Govern ent of ,ndia corporatised the operations &in# of DoT on 'ctober 37$ 9333 and na ed it as !harat Sanchar "i#a 5i ited A!S"5B+!S"5 operates as a public sector+
M"i Se#/i:e0 bei ( !#&/ided b3 BSNL !S"5 provides al ost every teleco service$ ho&ever follo&in# are the ain Teleco
Services bein# provided by !S"5 in ,ndia:/ 7+ U i/e#0"$ Te$e:&m Se/i:e0 : 8i=ed &ireline services 4 ?ireless in 5ocal loop A?55B usin# CDMA Technolo#y called bfone and Tarang respectively+ !S"5 is do inant operator in fi=ed line+ As on Dece ber 07$ 933:$ !S"5 had ;7C lines+ 9+ Ce$$u$"# M&bi$e Te$e!'& e Se#/i:e0: !S"5 is Telephone services usin# GSM platfor ajor provider of Cellular Mobile ar*etshare of fi=ed
under brandna e Cellone+ Pre/paid Cellular
services of !S"5 are *no& as K=cel+ As on March 07$ 933: !S"5 had 7:C share of obile telephony in the country+ 0+ I te# et: !S"5 is providin# internet as dial/up connection ASancharnetB and ADS5/ !roadband Dataone+ !S"5 has around 63C ar*etshare in broadband in ,ndia+ !S"5
has planned a##ressive rollout in broadband for current financial year+
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2+ I te$$i(e t Net9&#) (IN): !S"5 is providin# ," services li*e tele/votin#$ toll free callin#$ pre iu BSNL U it0 !S"5 is divided into a nu ber of ad inistrative units$ ter ed as teleco districts$ project circles and speciali>ed units$ as Teleco Circles: Teleco entioned belo&:/ circles$ etro callin# etc+
Circles 4 Metro districts are responsible for providin# service Circles and 9 Metro districts+
to the custo ers+ There are 92 Teleco BSNL P#e0e t E Futu#e
Since its corporatisation in 'ctober 9333$ !S"5 has been actively providin# connections in both (rban and -ural areas and the efficiency of the co pany has drastically i proved fro the days &hen one had to &ait for years to #et a phone connection to no&
&hen one can #et a connection in even hours+ Pre/activated Mobile connections are available at any places across ,ndia+ !S"5 has also unveiled very cost/effective
!roadband internet access plans AData'neB tar#eted at ho es and s all businesses+ At present !S"5 enjoyFs around 26C of • • ar*et share of ,SP services+
http:HHen+&i*ipedia+or#H&i*iH, a#e:,ndiaT!roadband+P"G http:HHen+&i*ipedia+or#H&i*iH, a#e:,ndiaT!roadband+P"G
Ye"# &% B#&"db" d *++, 933: has been declared as NYear of !roadbandN in ,ndia and !S"5 is in the process of providin# 6 illion !roadband connectivity by the end of 933:+ !S"5 has up#raded
e=istin# Dataone A!roadbandB connections for a speed of up to 9 M!Hs &ithout any e=tra
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cost+ This 9 M!Hs broadband service is bein# provided by !S"5 at a cost of just (SL 6+6 per onth+ 8urther$ !S"5 is rollin# out ne& !roadband services as Triple play unicationsB+
Ateleco
!S"5 is plannin# to increase its custo er base to 73; the frantic activity in the co
illion custo ers by 9373+ ?ith
unication sector in ,ndia$ the tar#et appears achievable$ sector in recent past !S"5Fs do&n+
ho&ever due to intense co petition in ,ndian Teleco #ro&th has
slo&ed
!S"5 is pioneer of -ural Telephony in ,ndia+ !S"5 has recently ba##ed ;3C of (SL 6;3 A,"- 9$633 croresB -ural Telephony project of Govern ent of ,ndia+
C'"$$e (e0 Durin# 8inancial Year 933./933: A8ro added 1+. to .2+; 01 April 37$ 933. to March 07$ 933:B !S"5 has
illion ne& custo ers in various telephone services ta*in# its custo er base
illion+ !S"5Fs nearest co petitor !harti Airtel is standin# at a custo er base of
illion+ Eo&ever$ despite i pressive #ro&th sho&n by !S"5 in recent ti es$ the
8i=ed line custo er base of !S"5 is declinin#+ ,n order to &oo bac* its fi=ed/line custo ers !S"5 has brou#ht do&n lon# distance callin# rate under 'ne,ndia plan$ ho&ever$ the success of the sche e is not *no&n+ Eo&ever$ !S"5 faces blea* fiscal 933./933: as users flee$ &hich has been accepted by the CMD !S"5+ Presently there is an intense co petition in ,ndian Teleco sector and various Telcos are
rollin# out attractive sche es and are providin# #ood custo er services+ Eo&ever$ !S"5 bein# le#acy operator and its conversion fro criticis a Govern ent Depart ent$ earns lot of
for its poor custo er service+ Althou#h in recent past there have been
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tre endous i prove ent in &or*in# of !S"5 but still it is
uch belo& the ,ndustryFs
K=pectations+ A lar#e a#in# Aavera#e a#e 21 yearsAapp=BB &or*force A033$333 stron#B$ &hich is ostly se i/illetrate or illeterate is the ain reason for the poor custo er
service+ 8urther$ the Top
ana#e ent of !S"5 is still &or*in# in !S"5 on deputation it ent to the
basis holdin# Govern ent e ployee status thus havin# little co
or#anisation+ Althou#h in co in# years the retire ent profile of the &or*force is very fast and around 96C of e=istin# &or*force &ill retire by 9373$ ho&ever$ still the &or*force &ill be %uite lar#e by the industry standards+ <uality of the &or*force &ill also re ain an issue+
SPICEFIDEA
Spice: Public$ 5isted on !SK T3!e ,dea: Subsidiary Spice: 711: F&u ded ,dea: 7116 Spice: Mohali$ ,ndia He"dDu"#te#0 ,dea: ,ndore$ Delhi$ Pune$ ,ndia Spice: Dilip Modi <e3 !e&!$e ,dea: Chair an: Mu ar Man#ala I du0t#3 Teleco !irla ) MD: Sanjeev A#a
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P#&du:t0 Re/e ue
Mobile operator http:HH&&&+ oneycontrol+co HindiaHne&sHbusinessHidea/ cellulars/revenue2:1/H012:67 Spice: Spice Eai toh life hai A,f thereFs Spice then thereFs
S$&("
5ife+B ,dea: An Udea can chan#e your life+
2eb0ite
Spice: Spice Teleco
)
,dea: &&&+ideacellular+co
I t#&du:ti& t& S!i:e 'ne of the service providers of na e of Spice Co obile telephony in ,ndia Spice Teleco $ is the brand is presently operatin# in the Circles of ,ndia+ Spice
unications 5i ited+Spice Teleco
states of Punjab and Marnata*a i+e+ in 9 circles of 90 Teleco Co
unications 5i ited has been pro oted by Dilip Modi of Modi ?ellvest Private
5i ited + 23+;3C of the co pany is o&ned by Modi ?ellvest) Modi is pro oted by Mr+ Dilip Modi and Super ,nfosys+ Tele*o Malaysia !erhad ATMB o&ns 01+93C throu#h TM,
,ndia 5i ited$ Mauritius+ TM, ,ndia 5i ited is a &holly o&ned subsidiary of TMFs international invest ent holdin# co pany TM ,nternational Sdn !hd ATM,B+ Spice Teleco cellular is a fla#ship co pany of MCorp Global A&&&+ corp#lobal+co B a
obile telephone services provider in ,ndia+
I t#&du:ti& t& Ide"
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,DKA Cellular is a publicly listed co pany$ havin# listed on the !o bay Stoc* K=chan#e A!SK and the "ational Stoc* K=chan#e A"SKB in March 933:+ ,dea Cellular is a leadin# GSM custo er base of over 0. obile service operator &ith pan ,ndia licenses+ ?ith a
illion in 76 service areas$ operations are soon e=pected to
start in 'rissa and Ta il "adu/the first steps in providin# pan ,ndia services coverin# over 13C of ,ndiaFs telephony potential+ A frontrunner in introducin# revolutionary tariff plans$ ,DKA Cellular has the distinction of offerin# the ost custo er friendly and co petitive Pre Paid offerin#s$ for the first ar*et+
ti e in ,ndia in an increasin#ly se# ented
Custo er Service and ,nnovation are the drivers of this Cellular !rand+ A brand *no&n for any firsts$ ,dea &as the first to launch GP-S and KDGK in the country+ ,dea has
received international reco#nition for its path/brea*in# innovations &hen it &on the GSM Association A&ard for N!est !illin# and Custo er Care SolutionN for 9 consecutive years+ ,DKA Cellular is part of the Aditya !irla Group$ ,ndiaFs first truly ultinational
corporation+ The #roup operates in 96 countries$ and is anchored by over 733$333 e ployees belon#in# to 96 nationalities+ The Group has been adjud#ed FThe !est K ployer in ,ndia and a on# the Top 93 in AsiaF by the Ee&itt/Kcono ic Ti es and ?all Street Gournal Study 933:+ Ide" "
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,dea Cellular$ an Aditya !irla Group co pany$ alon# &ith Teleco
Malaysia
,nternational ATM,B announced the ac%uisition of 23+; per cent sta*e in Spice Co unications 5i ited ASpiceB at a price of -s+ ::+03 per share+ TM, is an e er#in# unications &ith over 22 illion subscribers and a presence in 73 er#er &ould au#ur &ell for players+
leader in Asian teleco
countries+ The operational syner#ies e er#in# out of this both the teleco
The ac%uisition of Spice #ives ,dea the Marnata*a states that account for The entire process of the onths to co plete+ Post
uch needed head&ay in Punjab and
ore than 73 per cent of ,ndia@s &ireless subscribers+
er#er bet&een both the co panies &ould ta*e si= to ei#ht er#er$ ,dea is loo*in# at a pan/,ndia presence+ The deal also
#ives ,dea the opportunity to levera#e+ ,dea Cellular$ the leadin# GSM service areas of ,ndia &ith co base of over 9. obile services operator has licenses to operate in all 99 ercial operations in 77 service areas+ ?ith a custo er
illion$ it runs operations in Delhi$ Ei achal Pradesh$ -ajasthan$
Earyana$ (ttar Pradesh AKastB$ (ttar Pradesh A?estB 4 (ttaranchal$ Madhya Pradesh 4 Chattis#arh$ Gujarat$ Maharashtra 4 Goa$ Andhra Pradesh$ and Merala$ holds spectru for Mu bai$ !ihar$ 'rissa$ Ta il "adu Aincludin# ChennaiB$ and Marnata*a$ and licenses for the re ainin# si= service areas+ ?ith the planned launch of services in Mu bai$ !ihar and Ghar*hand$ 'rissa and Ta il "adu Aincludin# ChennaiB to&ards the end of the calendar year$ ,deaFs footprint &ill soon cover appro=i ately 13 per cent of ,ndiaFs telephony potential+
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,dea has ac%uired Spice Teleco transactions:
• •
and the deal consists of 2
,dea &ill ac%uire the Modi@s 23+;C sta*e in Spice Afor -s 9$:93 croreB+ ,dea &ill launch the &ith Teleco andatory 93C open offer for the Spice shareholders$ jointly
Malaysia ,nternational ATM,B+ er#e Spice &ith itself and offer a 72+11C sta*e to TM, throu#h a
•
,dea &ill
preferential allot ent+
•
The ,dea/TM co bine &ill launch the open offer at -s ::+03 jointly &ith TM,$ &hich no& holds 01+9Cin Spice
The official brand na e has been chan#ed fro Dece ber 933;+
#pice to Idea in these circles &+e+f+ 71th
LITERATURE REVIE2
Previous research in !ritish teleco as the industry has often %uoted price$ %uality$ and service co petin#
ain factors considered in the purchasin# decision of buyers fro
suppliers AFi " :i"$ Time08 >.66) Bu
e#8 >.6,G M:Bet' et "$18 >.,*B+ ,n this research$ an effort is ade to si plify the part of service as a co petitive strate#y byusin# a variety of forces &hich drives an industry in the direction of co petition based on the support fro every business+ so e sources su##estin# that the service scope is no& essential for
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?hat business strate#y is all about is$ in a &ord$ co petitive advanta#eV The sole purpose of strate#ic plannin# is to enable a co pany to #ain$ as efficiently as possible$ a sustainable ed#e over its co petitors+ Corporate strate#y thus applies an atte pt to alter a co pany@s stren#th relative to that of its co petitors in the 8or decades$ co panies relied on push ost efficient &ay+
ar*etin# to sell their products and services+ ar*etin#$ as “custo er care” and any ar*eters+ !ut those
Then in the 7113s$ the e phasis shifted to relationship slo#ans li*e “deli#ht your custo ers” beca e the
antra of
tactics have been loosin# their effectiveness$ innovative co panies are no& tryin# a different approach: they are providin# custo er &ith open$ honest$ and co plete infor ation AG$e L1 U#b" 8 >.7@B+ To e=ist and flourish in the today@s co petitive ar*et a co pany needs to have a basis of co petitive advanta#e+ The search for and nourish ent of such advanta#e ay be found in superior products that custo er value$
by effective cost or differentiation strate#ies or financial aptitude Custo er satisfaction and service %uality should be entrenched &ithin the chapter principles of a business+ This value enables an or#anisation to distribute the services to the client in a strate#ic and an incorporated approach$ and in a sustainable the past decade$ the nation has anner+ 'ver
oved into a service econo y$ and or#ani>ations
every&here are beco in# custo er focused and custo er driven+ Eo&ever since custo er satisfaction has beco e a si#nificant deter inant as an ele ent of assessin# an or#ani>ation perfor ance+ ,t &as first found in S&eden in 7119$ &ith the establish ent of the S&edish custo er satisfaction inde=+ 'ther develop ents have ta*en place in Ger any$ (SA$ (M$ and #radually &orld &ide a&areness has been sho&n+
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Custo er service is a #radually beco in#
ore and
ore si#nificant focuses for
ad inistration attention$ since it #enerates &ealth for the co pany by addin# to#ether at the sa e ti e value for the custo ers AC'#i0t&!'e#8 >..*G L"L& de et "$18 >..@B+ 8ir s are no& a&are of the need to preserve their e=istin# custo er and to create custo er loyalty but first there is a need to a*e a clear ter inolo#y+ Custo er ay be loyal
because of the absence of substitutes$ or due to of so e incentives but$ #iven real and ore nu erous co petitive alternatives) loyal custo ers are best achievin# by deliverin# custo er satisfaction+ Custo er satisfaction can be ana#e ent activity+ -ather$ it is a easured but it is not a ar*etin# sti uli
easure of custo er a&areness to
in a *no&n co petitive environ ent+ Custo er service can be defined as a seller/ initiated atte pt &hich has value for the buyers$ therefore #ro&in# custo er satisfaction and encoura#in# patrona#e and loyalty+ This definition has been reflected in the literature as custo er service has chan#ed fro D& "$d0& 8 >..AB+ ,n ost businesses$ so e fir s are ore profitable than others$ in spite of &hether the an action to a procedure and business beliefs ABi$$
standard productivity of the industry is hi#h or lo&+ These distinctive e=pertise and assets AresourcesB are referred to as source of co petitive advanta#e+ Co petitive advanta#e results either fro applyin# a value/creatin# strate#y not at the sa e ti e bein# applied
by any present or prospective co petitors AB"# e38 >..6G B"# e3 et "$18 >..,B or throu#h better i ple entation of the si ilar strate#y as of co petitors+ Sustainability is acco plish &hen the advanta#e resists erosion by co petitor behavior +A co petitive advanta#e can co e into effect either fro presentin# #reater value or WWout/e=ecutin#@@
ajor co petitors +A co petitive advanta#e is constantly achieved &hen other fir s are
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unable to copy the benefits of this strate#y+ !ecause of its si#nificance to the lon# lastin# success of fir s$ this body of literature has co e out$ &hich concentrates on the content of sustainable co petitive advanta#e as &ell as its sources and different types of approaches that ay be used to attain it+ ,n other &ords$ the s*ills and resources ust oppose duplication by other
underlyin# a business@s co petitive advanta#e co panies to discuss the precise
i=ture of s*ills and resources$ &hich are e=clusive to
service industries+ 8or instance$ they su##est that the #reater the difficulty of assets needed to ar*et a service) the #reater is the si#nificance of novelty as a basis of
co petitive advanta#e &ill turn out to be+ They also su##ests that the brand e%uity turn out to be a si#nificant source of co petitive advanta#e in service industries as the level of service offered beco es ore intan#ible and &hen custo ers have a #reat need to ay certainly appropriate than
con%uer the perceptions of ris*+ ,ntan#ible resources
tan#ible ones to attain a sustainable co petitive advanta#e+ Given that the acco plish ent of sustainable co petitive advanta#e is based on an e=ternal focus$ it is appealin# to note that those intan#ible possessions that are e=ternal to the co pany add the ost to value creation and conse%uently sustainable co petitive advanta#e+ obile service industries are tryin# to attain #reater custo er satisfaction by ay
The various
focusin# on the %uality of their products and services supplied+ Maintainin# a unifor level of custo er satisfaction is not easy tas*$ it involves observin# and calculatin# ultiple$ as &ell as si ultaneous o ent of truth for each and every consu er+ 8i#ure
illustrates all the *ey ele ents &hich influence custo er satisfaction in an or#ani>ation+ "o& a days -esearchers and practitioners has #iven a si#nificant a ount of attention to the service %uality in an or#ani>ation ,t has been defined as a type of an approach$
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associated but not correspondin# to satisfaction+ This results fro
the evaluation of
probable service levels &ith perceived perfor ance AP"#"0u#"m" et "$18 >..7G B&$t& " d D#e98 >..7G C#& i " d T"3$ >..7B+ ,n short$ custo ers enter a consu ption e=perience e=pectin# a positive level of service+ Throu#hout that consu ption e=perience$ they onitor #enuine service perfor ance+ The custo er@s subjective
assess ent of ho& &ell Aor badlyB that actual perfor ance co pares to probable perfor ance results in the perceived service %uality+ There is substantial proof that service %uality &or*s as an antecedent to custo er satisfaction+ ,n addition$ it should be noted that the hi#h levels of consu er satisfaction leads to better consu er loyalty+ Accordin# to Parasura an outstandin# service is a lucrative strate#y$ as it results in additional ne& custo ers$ s aller a ount lost custo ers$ s aller nu ber fro ore trade &ith e=istin# one$ ore insulation
ista*es re%uirin# the re/perfor ance of services and
price co petition+ Profit i pact of
ar*et strate#y AP,MSB research has pointed out
that the co panies that present better/%uality of service are able to char#e ; per cent ore for their services$ &hile attainin# hi#her than nor al ar*et share #ro&th and
profitability+ Therefore$ offerin# better/%uality service can help the co panies to beco e ore cost/effective and helped the to sustain a co petitive advanta#e in their supplied
ar*ets+ Eo&ever$ prior to service up #radation pro#ra s are introduced$ present service %uality levels needs to be dealt &ith ABe##3$ 7111B+ These jud# ents should identify the stren#ths and &ea*nesses of the service %uality at present bein# delivered+ 8urther ore$ approaches concernin# ho& to distin#uish throu#h enhanced service %uality that is to achieve a co petitive advanta#e$ involves evaluatin# %uality assess ents to those of co petitors$ ABe##3 " d P"#"0u#"m" 8 >...B+ Such a contrast offers a strate#ic lens by
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helpin# to create priorities for the i prove ent of the service %uality as &ell as cate#ori>in# &hich service %uality attribute to hi#hli#ht in distin#uishin# the co pany@s service offer+ ,n today@s co petitive environ ent$ the search of service %uality is no& considered to be an essential business strate#y+ "o&adays$ contributin# a better/%uality product is no lon#er satisfactory$ as co panies in the ne& era co pete on a broader platfor + An outstandin# product is no lon#er the tic*et to #lobal supre acy$ but erely the entrance fee to co pete+ ar*et is li*ely to beco e especially prevalent as uch ar*et
<uality of service in a cellular industry
the #lobal econo y beco es increasin#ly service oriented &ith co petition &ell established+ ?hen co petition e=ists$ custo er can set aside old loyalties and choose the service provider &hich best serves their need+ Potential and actual co petitiors &ill have a vital interest in identifyin# areas of %uality &here there is potential to #ain or sustain co petitive advanta#e and subse%uently set their %uality levels and prices accordin#ly+ ,n this co petitive environ ent$ it &ill be essential to ensure that each custo er is #ettin# value for oney+ The concept of Xvalue@ has already been identified as bein# a ajor
factor in deter inin# custo ers@ purchasin# preferences$ and a
ajor co ponent of ajor role to
value is %uality+ Custo ers are also be#innin# to reali>e that they have a
playin# settin# %uality levels &ithin the cellular industry and also in deter inin# &hat ne& services should be introduced+ Custo ers are be#innin# to co e to#ether to for an
or#ani>ation and thus increasin# the volu e and po&er of their voice &ithin the industry+
RESEARCH METHODOLOGY
-esearch ethodolo#y is a careful investi#ation for in%uirin# in a syste atic ethod and
findin# solution of a proble + ,t co prises the definin# and redefinin# of proble
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for ulatin# hypothesis$ collection and evaluatin# data$ conclusion+ This research consists of follo&in# ele ent: ? -KSKA-CE DKS,G" ? SAMP5,"G DKS,G" ? SAMP5,"G (",IK-SK ? SAMP5,"G (",T ? SAMP5,"G TKCE",<(KS ? SAMP5K S,YK ? DATA DKS,G"
a*in# detection and reachin#
RESEARCH DESIGN Decision re#ardin# &hat$ &hen$ &here$ ho& uch$ by &hat ean$ concernin# an en%uiry$
constitute a research desi#n+ ,n this study the research desi#n is of e=ploratory type+ SAMPLE UNIVERSE Collection$ population$ or set of entities$ ite s$ or %uantities A#rouped to#ether on the basis of co on or definin# characteristics or featuresB fro &hich a representative
sa ple is dra&n for co parison or
easure ent+ So every user of Airtel$ Iodafone$
!S"5$ and SpiceH,dea is the sa ple universe+
SAMPLING UNIT
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,t is one of the units into &hich an a##re#ate is divided for the purpose of sa plin#$ each unit bein# re#arded as individual and indivisible &hen the selections ade+ So every
person subscribed to Airtel$ Iodafone$ !S"5$ and SpiceH,dea is the sa plin# unit+
SAMPLING TECHNIHUE ,n the survey the non probability convenience sa plin# is follo&ed+
SAMPLE SIIE The sa ple si>e of a statistical sa ple is the nu ber of repeated constitutes it+ ,t is typically denoted n$ and is a non/ne#ative inte#er+ This refers to the nu ber of ite s to be selected fro universe to constitute a sa ple+ easure ent that
The survey has been conducted on sa ple si>e of 733+
DATA DESIGN ,n nature of data$ it &as both pri ary and secondary+
PRIMARY DATA
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Pri ary data is one &hich is collected first ti e and ori#inal in nature+ This can be done in follo&in# &ays: ? 'bservation ? Personal intervie& ? Telephone ? <uestionnaire ,n the survey$ the data &as collected throu#h %uestionnaires &hich had opened ended and ultiple choice %uestions+
SECONDARY DATA The data &hich is already collected by so eone else+ This &as collected throu#h journals$ a#a>ines$ ne&spaper and internet+
DATA ANALYSIS The data analysis &as done by different types of percenta#e$ tables and throu#h #raph+ ethods li*e ratin#$ pie charts$
NEED AND SCOPE
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Teleco
sector is #ro&in# at a hi#hest rate ever+ This sector is strivin# to tap al ost each obile has been beco e the need of
potential custo er to render its services+ Eavin#
every person+ "o&adays everybody &ants to enjoy these services+ ?ith liberali>ation$ privati>ation and #lobali>ation after 7117$so operatin# in ,ndia hence the ar*et is %uite co petent ?ith so any co panies are uch co petition
prevailin# $co panies are interested to *no& the custo ers perception to&ards various obile services so as to &or* on it and capture the The ar*et+
ain objective of the study is to find out the co petitive ed#e of one co pany over ar*et share$ &hat are the different services
other+ ?hich co pany is havin# the hi#hest
are offered by the $ ho& brand conscious+ And brand loyal they are$ &hat are custo er@s perception of different factors of different The ,ndian obile obile service providers etc+
ar*et is #ro&in# rapidly$ and alon# &ith it the de and for content
and applications for handsets+ Accordin# to the cellular operators association of ,ndia AC'A,B$ the obile subscriber base in GSM and CDMA has #ro&n fro illion AGSM .6+9 illion$ CDMA 9:+;9 ;;+2; illion in
Ganuary 933. to 10 per C'A,$ the GSM
illionB in 8ebruary+ As obile ar*et in ,ndia
obile industry holds :: percent of the total
and accounts for :2 percent of additions+ The total nu ber of telephone subscribers has reached 927+39 Au#ust 933: as co pared to 909+;: illion at the end of
illion in Guly 933:+ The overall teledensity has
increased to 97+93C in Au#ust 933: as co pared to 93+69C in Guly 933:+ -isin# de and for handsets has led operators to offer services other than voice calls+ Thus$ the content or value/added services AvasB &eb$ rin# tones and #a in# is #ro&in# rapidly+ ar*et co prisin# usic$ &allpapers$
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T-A, has put
obile sector revenues at around -s 96$333 crore for fy36 co prisin# both
voice and data services+ These revenues have been #ro&in# at a co pounded annual rate of 23 percent over the last five years+ -evenues fro vas such as SMS$ rin# tones and
rin#bac* tones &ere about 73 percent of that recorded last year+ ?ith the nu ber of obile users #ro&in#$ there is a #ro&in# opportunity for service usic and fil co panies$ co ics content obile content ar*et for
Provider in ,ndia$ &ireless operators$ developers$ #a e developers and rin#tones$ #a in#$ content se# ent are
usicians are all enterin# the
obile i a#ery and strea in# audio and video+ So e players in the auj$ india#a es$ hun#a a$ soundbu>> A usicB and coruscant etc+
Present study covers Airtel$ Iodafone$ !S"5 and SpiceH,dea operators+ 'nly GSM operators operatin# in various re#ions of Punjab are ta*en under study+ These re#ions include the districts li*e !athinda$ Mansa$ !arnala$ San#rur$ Patiala$ and 8ateh#arh Sahib+
OBJECTIVES OF STUDY
•To *no& the ar*et share of various co panies of teleco sector in Punjab+ obile service
•To *no& the various factors attributin# to co petitive ed#e of one
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provider over others+ •To *no& &hether the Youth &ant to chan#e their current they are per itted to retain the current obile service provider &hen
obile phone nu ber that they had+ obile service providers used by different
•To *no& the i portance of price of different custo ers+
•To *no& the i portance of %uality of service of different by different custo ers
obile service providers used
•To *no& the i portance of availability in different states in ter s of roa in# of different obile service providers used by different custo ers+ obile service providers+
•To *no& the perception of different factors of different
LIMITATIONS OF THE STUDY
• The research &ill be conducted in a li ited area+
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• • •
The internet infor ation can be irrelevant+ Ti e &ill be a S aller sa ple ajor constraint+ ay not al&ays #ive better results+ Sa ple ay not be true
representative of the &hole population+ • • The possibility of biased responses can@t be ruled out+ Due to lan#ua#e proble it is possible that the respondents are not be able to isleadin# results+
understand the %uestionnaire and can cause • • 5ac* of availability of full infor ation+ 5ac* of interest of respondents+
DATA ANALYSIS AND INTERPRETATION
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>1 Sub0:#i!ti& &% Cu0t&me#0 9it' :u##e t M&bi$e Se#/i:e P#&/ide#+ -espondents &ere as*ed about their subscription$ results #athered are sho&n belo&: TABLE >:/ Table 7 sho&in# percenta#e of respondents subscribed &ith different Mobile Service Providers+ PARTICULARS Airtel Iodafone !S"5 SpiceH,dea NO1 OF RESPONDENTS (i J"(e) 06 9; 96 79
FIGURE >:/ 8i#ure 7 sho&in# percenta#e of respondents subscribed &ith different Mobile Service Providers+
Current Mobile Service Provider of Respondents
Airtel VodafoneBSNL 12% 35% 25% Spice/Idea
28% FIGURE > INTERPRETATION:/ 8ro the data collected$ &e ca e to *no& that 06C respondents this data$ it is clear that are subscribed &ith Airtel$9;C respondents are subscribed &ith Iodafone$96C and 79C are associated &ith !S"5 and SpiceH,dea respectively+ 8ro ore respondents are associated &ith Airtel+ *1 S&u#:e0 &% i %&#m"ti& 9'i:' m")e0 :u0t&me#0 "9"#e "b&ut t'ei# m&bi$e 0e#/i:e !#&/ide#1 -espondents &ere as*ed about the sources of infor ation fro about the co panies$ results #athered are entioned belo&: &here they #ot a&are
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TABLE *45 Table 9 sho&in# the sources fro these co panies+ PARTICULARS "e&spaper T+I+ Ma#a>ines ,nternet 8riends Mobile phone retailers 'ther
&here the custo ers #ot ac%uainted &ith
NO1OF RESPONDENTS : 9; 0 ; 21 70 6
Pe#:e t"(e . 96 0 : 20 79 2
FIGURE *45 8i#ure 9 sho&in# the sources fro &ith these co panies+
&here the custo ers #ot ac%uainted
4% 6% 12% 25% News !aper "#V# $a%a&ines Internet 'riends 43% 7% 3% $o(ile !)one *etailer +t)er
FIGURE * INTERPRETATION45 8ro their fro the data collected$ &e find that 20C beco e a&are about their friends$ 96C #ets infor ation fro outh of friends that T+I+$ 79C a*e a&are ne&spapers and ,nternet respectively and fe& obile service provider fro
Mobile phone retailers$.C$ :C fro
#et it fro
hoardin#s or other sources+ ,t is the &ord of
ost of the custo ers about their
obile service provider+
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?1 U0"(e t'e :u##e t m&bi$e !'& e 0e#/i:e0 -espondents &ere as*ed about ho& phone services$ results #athered are any years they have been usin# the current entioned belo&: obile
TABLE ?45 Table 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services NO1 OF RESPONDENTS (i J"(e) 93 96 77 22
PARTICULARS 7 year 9 years 0 years More than 0 years
FIGURE ?45 8i#ure 0 sho&in# the "o+ of years the respondents have been usin# the current obile phone services
FIGURE ? INTERPRETATION45 'ut of 733 respondents$ 22C respondents have been usin# their current obile services for ore than 0 years$ 96C are usin# their services since 9 years obile service provider+ and 93C 4 77C are usin# their services since 7 year 4 0 years respectively+ This clears that custo ers are not ost interested to s&itch their current
@1 Di%%e#e t M&bi$e Se#/i:e P#&/ide#0 u0ed b3 Cu0t&me#0 i t'e !"0t
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-espondents &ere as*ed about ho&
any different
obile phone service providers have
you had in the past+ The infor ation collected is #iven belo&: TABLE @45 This table 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers+ NO1 OF RESPONDENTS (i J"(e) 7. 06 93 91
PARTICULARS "one 7 9 0
FIGURE @45 This fi#ure 2 sho&s the no+ of respondents &ith their past e=perience &ith their obile service providers
16% 2-% None 1 2 35% 2,% 3
FIGURE @ INTERPRETATION:/ 8ro havin# just 7 93C havin# 9 usin# the the data collected$ &e ca e to *no& that 06C respondents obile service providers$ obile obile service provider in the past$ 91C havin# 0 this data it is clear that
obile service providers in the past and 7.C don@t have any
service providers in the past+ 8ro
ore respondents have been
obile service providers in the past+
A1 P#e%e#e :e &% :u0t&me#0 i m&de &% 0ub0:#i!ti& +
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-espondents &ere as*ed about &hether they are postpaid custo er or prepaid$ results #athered are sho&n belo&: TABLE A45 Table 6 sho&in# percenta#e of prepaid and postpaid custo ers+ RESPONSE Prepaid Postpaid NO1 OF RESPONDENTS (i J"(e) ;7 71
FIGURE A45 8i#ure 6 sho&in# percenta#e of prepaid and postpaid custo ers
FIGURE A INTERPRETATION4 8ro connections+ 61 S9it:'i ( H"bit0 &% Cu0t&me#0 -espondents &ere as*ed if they are per itted to retain the current that they have$ then they &ould chan#e their current obile phone nu ber obile service provider the infor ation collected it is clear that ;7C youth are
P-KPA,D custo ers and 71C are P'STPA,D custo ers+ More Youth believe in prepaid
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TABLE 6:/ This table . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current RESPONSE Yes "o obile phone nu ber that they obile service provider NO1 OF RESPONDENTS (i J"(e) 00 .:
FIGURE 6: This fi#ure . sho&in# &hether respondents are satisfyin# or not &hen they &ere as*ed if they are per itted to retain the current have$ then they &ould chan#e their current obile phone nu ber that they obile service provider
.es 33%
No 67%
FIGURE 6 INTERPRETATION: 'ut of 733 respondents .:C are not satisfyin# to chan#e their current obile service provider even if they are per itted to retain the current obile phone no+ obile phone no++ 'nly 00 C are satisfied to chan#e their current they are per itted to retain the current ,1 Se$e:ti& &% B#" d obile service provider &hen
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TABLE ,:/ This table : sho&s the brand of different provider &hen they are per itted to retain the current PARTICULARS Airtel Iodafone !S"5 SpiceH,dea
obile service providers &hich are obile service obile phone no+
to be preferred &hen the respondents are satisfied to chan#e their current
NO1 OF RESPONDENTS (i J"(e) 7: 1 6 9 obile service providers &hich obile obile phone no+
FIGURE ,:/ This fi#ure : sho&s the brand of different
are to be preferred &hen the respondents are satisfied to chan#e their current service provider &hen they are per itted to retain the current
6% 15% Airtel Vodafone 52% 27% BSNL Spice/Idea
FIGURE , INTERPRETATION:/ 69C respondents prefer to adopt Airtel &hen they are satisfied to chan#e their current obile service provider &hen they are per itted to retain the current obile phone no+$ 9:C respondents prefer to adopt Iodafone and 76C 4 .C respondents rated their preference to !S"5 and SpiceH,dea respectively+ 71 U0"(e &% M&bi$e Se#/i:e0 %&# " 3t'i ( be3& d m")i ( :"$$0 " d teCt me00"(i (+ -espondents &ere as*ed &hether they used their a*in# calls and te=t obile services for anythin# beyond essa#in#+ The data collected is:
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TABLE 7:/ This table ; sho&in# the usa#e of a*in# calls and te=t RESPONSE Yes "o essa#in#+
obile services for anythin# beyond
NO1 OF RESPONDENTS (i J"(e) 20 6: obile services for anythin# beyond
FIGURE 7:/ This fi#ure ; sho&in# the usa#e of a*in# calls and te=t essa#in#
FIGURE 7 INTERPRETATION:/ ?hen respondents &ere as*ed &hether they used their services for anythin# beyond 6:C repondents just use their 20C respondents use these as for accessin# GP-S on their a*in# calls and te=t obile services for obile phones+ obile services for a*in# calls and te=t obile essa#in# then &e ca e to *no& that essa#in# but essa#in#s as &ell
a*in# calls and te=t
.1 Im!&#t" :e &% /"#i&u0 %":t� i " m&bi$e 0e#/i:e !#&/ide#+ -espondents &ere as*ed to ran* the i portance of various factors on a 6 point scale in a obile service provider+ The ran* #iven by the are:
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TABLE .:/ This table 1 sho&in# , portance of various factors in a provider+ RATING FACTORS P#i:e Hu"$it3 &% 0e#/i:e
& e:ti/it3) V"#ietie0 &% !#&du:t0 &%%e#ed A/"i$"bi$it3 i di%%e#e tobile service
Ve#3 P&&# 6K 0 2
P&&# : 0 : :
A/e#"(e 00 92 96 9:
G&&d 20 67 63 20
EC:e$$e t 79 71 72 93
0 0t"te0 (#&"mi () Z represents percenta#e of respondents
FIGURE .:/ This fi#ure 1 sho&in# , portance of various factors in a provider+
obile service
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6, 5, 4, Ver1!oor 3, 2, 1, , !rice /0alit1 of ser2ice Varieties of 3connecti2it14 prod0ctsoffered A2aila(ilit1 in different states 3roa5 in%4 !oor A2era%e 6ood 78cellent
FIGURE . INTERPRETATION: / 'ut of 733 respondents$ &e ca e to *no& that i+e+ 20C &ish the price of their ore custo ers
obile service provider should be #ood$ 67C custo ers obile service provider and 20C custo ers &ant
&ant #ood %uality of service in ter s of connectivity+63C custo ers &ant #ood varieties of products that should be offered by #ood availability of their #ood roa in# facility to the + obile service provider in different states that could provide
>+1 Im!&#t" :e &% !#i:e i di%%e#e t b#" d01 The data collected is #iven belo&:
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TABLE >+:/ This table 73 sho&s the i portance of price on a 6 point scale in different brands+ RATING
Ve#3 P&&# BRANDS Ai#te$ 6K V&d"%& e 0 BSNL 6 S!i:eFIde" 6 Z represents Ca#e of respondents
P&&# . : 7. 7.
A/e#"(e 00 03 9: 0:
G&&d 0: 2: 09 07
EC:e$$e t 71 70 93 77
FIGURE >+:/ This fi#ure 73 sho&s the i portance of price on a 6 point scale in different brands+
FIGURE >+ INTERPRETATION:/ 8ro the data collected$ it is to be seen that 0:C respondents
rate Airtel as a #ood brand in ter s of price$ they also rate 2:C 4 09C to Iodafone and !S"5 respectively but 0:C of respondents@ rate to SpiceH,dea+
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>>1 Im!&#t" :e &% Du"$it3 &% 0e#/i:e i di%%e#e t b#" d01 The data collected is #iven belo&: TABLE >>:/ This table 77 is sho&in# the i portance of %uality of service on a 6 point scale in different brands+ Ve#3 P&&# BRANDS Ai#te$ 3K V&d"%& e 3 BSNL 7. S!i:eFIde" ; Z represents Ca#e of respondents RATING P&&# 0 6 93 70 A/e#"(e . 9; 0: 27 G&&d 29 60 90 9: EC:e$$e t 21 72 2 77
FIGURE >>:/ This fi#ure 77 sho&s the i portance of %uality of service on a 6 point scale in different brands+
FIGURE >> INTERPRETATION: / 8ro the data collected$ it is clear that ore respondents i+e+ 21C rate Airtel as an K=cellent brand in ter s of %uality of service provided by Airtel$ 60C respondents rate Iodafone as a Good brand in ter s of %uality of service provided by Iodafone$ 0:C 4 27C respondents rate !S"5 4 SpiceH,dea as an Avera#e brand in
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ter s of %uality of service provide by !S"5 4 SpiceH,dea respectively+ 8ro provided by Iodafone+ >*1 Im!&#t" :e &% A/"i$"bi$it3 i di%%e#e t 0t"te0 &% di%%e#e t b#" d01 The data collected is #iven belo&:
this data$
&e ca e to *no& the preference of respondents to the Iodafone for the %uality of service
TABLE >*:/ This table 79 sho&s the Availability in different states on a 6 point scale in different brands+ RATING
Ve#3 P&&# BRANDS Ai#te$ 3K V&d"%& e 3 BSNL 6 S!i:eFIde" : Z represents Ca#e of respondents
P&&# 3 3 1 7:
A/e#"(e 7: 90 91 91
G&&d 0: 6: 0: 23
EC:e$$e t 2. 93 93 :
FIGURE >*:/ This fi#ure 79 sho&s the Availability in different states on a 6 point scale in different brands+
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FIGURE >* INTERPRETATION:/ 8ro collected data$ &e ca e to *no& that 2.C people rate
Airtel as K=cellent in ter s of availability in different states$ 6:C$ 0:C 4 2:C people rate Good to Iodafone$ !S"5 and SpiceH,dea respectively in ter s of availability in different states+ 8ro this &e can observe that ore respondents are satisfied &ith the services provided by Airtel in ter s of availability in different states+
>?1 R" ) 9i0e !e#:e!ti& #e0!& de t01
&% /"#i&u0 %":t� &% di%%e#e t :&m!" ie0 b3 "$$ t'e to
-espondents &ere as*ed about their perception of factors &hich influence the associate &ith each co pany$ results #athered are entioned belo&:
TABLE >?:/ Table 70 sho&in# perception of various factors of different co panies by all the respondents+
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R" ) (i/e F":t� b3 Re0!& de t0 > * ? @ > * ? @ > * ? @ Ai#te$ :6K 7. 6 2 7: 71 91 06 01 07 7: 70 V&d"%& e 70 6: 90 : 92 27 97 72 07 00 9: 1 71 2: 9: : BSNL ; 72 99 6. 63 90 7: 73 7; 71 93 20 77 99 9; 01 S!i:eFIde" : 72 01 23 7: 93 00 03 1 71 2: 96 6 73 0: 2;
Net9&#)
C"$$ C&0t
Cu0t&me# C"#e
> 6: * 9: De"$e#0 ? : @ 1 Z represents percenta#e of respondents INTERPRETATION: / 8ro
the data collected$ it is clear that :6 percenta#e of
respondents ran* 7 to Airtel in ter s of the "et&or* provided by it$ 63 percenta#e of respondents ran* 7 to !S"5 in ter s of Call Cost$ Custo er Care service of SpiceH,dea is better fro its co petitors as it is sho&n fro the data collected and there are too collected data+ any Dealers for Airtel in co pare to others as it is clear fro
FINDINGS
• 8e& years bac* &ith the phone+ • Most of the students prefer prepaid connections than postpaid connections+ obile connections &ere not co on a on# the students+ !ut obile
obile revolution no& &e can find al ost every student &ith
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•
Most preferred
cellular co pany a on#st the students is Airtel and the least
preferred co pany is SpiceH,dea+ • 8riends and T+I+ are the best students buyin# decisions+ • Ma=i u respondents &ere usin# their current obile service providers for ore edia advertise ents that put ore i pact on the
than 0 years+ • Majority of custo ers don@t &ant to chan#e their current even if they are per itted to retain the current had+ • Mostly the students are satisfied &ith the services provided by the different cellular co panies+ • Mostly the Youth don@t use their essa#es+ • Majority of custo ers do associate &ith !S"5 due to its co paratively lo& cost and free calls+ Airtel attract custo ers due to its &ide net&or* and ore Dealers+ obile services beyond a*in# calls and te=t obile service provider
obile phone nu ber that they
Iodafone due to its net&or*$ call cost and custo er care service+ SpiceH,dea due to its net&or* and custo er care+
CONCLUSION
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Teleco
sector is boo in# sector+ ,ts
ar*et is %uite co petitive in Punjab &ith so
any
co panies venturin# here+ Most of the custo ers are associated &ith !S"5 due to its co paratively lo& call cost and roa in# char#es+ Airtel has lost its its hi#h call cost+ Iodafone is #ainin# ar*et share due to
ar*et share due to its lo& call cost &ith #ood
net&or*+ SpiceH,dea see s to be on the threshold of loosin# al ost everythin#+ Portability of nu ber is the de and of custo ers fro Due to the ever bur#eonin# teleco co panies@ side+
ar*et$ these service providers have started offerin#
co petitive rates for lon# distance calls$ co petitive rate plans and #reat discounts+ Due to the #ro&in# need for #oin# all out to capture$ as As the nu ber of uch obile phones$ it@s no &onder that service providers are ar*et space as they can+ illion by 933;$
obile phone users are esti ated to rise to about 793
it@s not surprisin# that brandin# and ,ndia@s teleco
ost of the leadin# service providers in ,ndia have started ore a##ressively+ ost lucrative ar*ets for
ar*etin# their services
unication sector has been touted as one of the obile co panies+
obile service providers and also for #lobal
SUGGESTIONS
? Mobile service providers should provide the facility of portability of nu ber+ ? Mobile service providers should provide the &eb access at cheaper cost+
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? Teleco
ar*et is %uite co petitive so
obile service providers should provide
the services at cheaper cost+ ? Mobile service providers should focus on providin# better net&or* covera#e Kspecially !S"5+ ? Mobile service providers should also start providin# 0G technolo#y in -ural as &ell as (rban areas+ ? Mobile service providers should provide various sche es for their e=istin# custo ers+ ? Tariff plan for STD and ,SD calls should be reduced+
BIBLIOGRAPHY
BOO<S REFERRED4
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• •
Mothari C+-+$ “-esearch edition+
ethodolo#y” “Iish&a Publication$ "e& Delhi$ 9nd
Motler$ Philip$ “Mar*etin# Mana#e ent”$ Prentice Eall of ,ndia Pvt+ 5td+ "e& Delhi$ 1th edition+
2EBSITES USED4 • • • • http:HH&&&+airtel+in http:HHen+&i*ipedia+or#H&i*iH,deaTCellular http:HHen+&i*ipedia+or#H&i*iHSpiceTTeleco http:HH&&&+plu##d+inHindian/teleco /industryHidea/t i/ac%uires/spice/teleco / 7;36H • • • • • http:HH&&&+adityabirlanuvo+co H ediaHfeaturesHfeatures+asp=[,DP7d16(Dd=CdM http:HH&&&+ obiles+inH obile/service/providers+ht http:HH&&&+trai+#ov+inH http:HH&&&+bsnl+co+inHabout+ht http:HH&&&+scribd+co HdocH;9377;1Hstudy/of/students/preference/different/ obile/service/providers • http:HHtra*+inHTa#sH!usinessHtelephone/subscribersH
ANNEBURE
HUESTIONNAIRE
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H4 >) ?ho is your current o Airtel o Iodafone o !S"5 o SpiceH,dea
obile phone service provider[
H4 *) ?hich of the follo&in# infor ation sourceHs have you used for the purchase of service[ o "e&s paper o ,nternet o T+I+ o 8riends o Ma#a>ines o Mobile phone retailer
obile
o 'ther TTTTTTTTTTTTTTTTTT H4 ?) Eo& o o o o any years have you been usin# the current obile phone services[
7 year 9 years 0 years More than 0 years any different obile phone service providers have you had in the past[
H4 @) Eo& o o o o
7 9 0 "one
H4 A) Do you have a postpaid or a prepaid relationship[ o Prepaid o Postpaid
H4 6) ,f you are per itted to retain the current obile phone nu ber that you have$ &ould you chan#e your current obile phone service provider[ o Yes o "o
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H4 ,) ,f so$ &hich brand &ould you select[ ASelect only oneB o Airtel o Iodafone o !S"5 o SpiceH,dea H4 7) Do you use your Mobile Service for anythin# beyond essa#in#[ Yes$ Please SpecifyTTTTTTTTTTTTTTTTTTTTTT "o H4 .) -ate the i portance of follo&in# factors on 6 point scale in a provider+ Iery Poor Price <uality of AconnectivityB Iarieties of offered Availability in states Aroa in#B service products different Poor Avera#e Good obile service a*in# calls and te=t
K=cellent
H4 >+) -ate the i portance of price on a 6 point scale in the follo&in# brands+ Iery Poor Airtel Iodafone !S"5 SpiceH,dea Poor Avera#e Good K=cellent
H4 >>) -ate the i portance of %uality of service on a 6 point scale for the follo&in# brands+ Iery Poor Poor Avera#e Good K=cellent Airtel Iodafone
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!S"5 SpiceH,dea
H4 >*) -ate the i portance of availability in different states on a 6 point scale for the follo&in# brands+ Iery Poor Poor Avera#e Good K=cellent Airtel Iodafone !S"5 SpiceH,dea H4 >?) -an* the follo&in# factorsAfro factor 7 for Airtel "et&or* Call Cost Custo er Care Dealers PERSONAL INFORMATION N"me4 TTTTTTTTTTTTTTTTTTTTTTT Ge de#4 o 8e ale Add#e004TTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTTTTT T C& t":t N&+TTTTTTTTTTTTTTTTTT Male o 7/2Baccordin# to your Perception for a particular Iodafone !S"5 SpiceH,dea
ost preferred and 2 for least preferred[
doc_765128865.pdf