Professional Documents
Culture Documents
on
Submitted to:
Mr. Tribhuvan Pratap Singh
Project Supervisor
Submitted by:
Himanshu Kumar
Roll No. 0908170045
MBA- III Sem.
September 2010
to
by
HIMANSHU KUMAR
MBA III SEMESTER
SUBMITTED TO DEPARTMENT OF MANAGEMENT STUDIES IN THE PARTIAL
FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF
SEPTEMBER 2010
The author hereby grants IFTM, MORADABAD reproduce and to distribute publicly, paper
and electronic copies of the project report in whole or in part.
Signature of student
Department of Management studies
September 2010
Certified by
Mr. Tribhuvan Pratap Singh
Project Supervisor
Accepted by
Dr. Manjula Jain
Professor and Director
Department of Management studies
ACKNOWLEDGEMENT
Supervisor) for giving me the opportunity to do the Project Work and for providing me
I would like to thanks all the customers whom I met and they gave their valuable time to
answer my queries.
Moradabad) and other faculty members, librarian and all other staffs of my esteemed
Lastly I would express my sincere thanks to all respondents for their cooperation. I am
extremely obliged and highly thankful all those who have contributed to completion of this
project.
Himanshu Kumar
MBA IIIrd Semester
CONTENTS
Acknowledgement
1. Introduction
3. Industry Profile
4. Company Profile
5. Product Profile
6. Research Methodology
8. Conclusions
9. Suggestions
10. Limitations
Bibliography
Annexure
INTRODUCTION
The telecommunications system in India was thrown open to private players in the
1990s. The country is divided into multiple zones, called circles (roughly along state
boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are circles in
their own right. The government owned BSNL runs local, mobile and long distance
telephone services all over the country (except in the Delhi and Mumbai circles). Several
Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and
Mumbai). There are other companies too, such as Touchtel and Tata Teleservices which do
not have a pan-Indian presence. Reliance Infocomm has licences to provide services all
over the country, but have started off only with CDMA mobile and fixed mobile services
(where the phone is not wired to the exchange, but is used like a fixed line at home or
office).
Landlines are now facing competition from mobile telephones (GSM and CDMA
based). Mobile phone connections are readily available from private companies for
relatively low prices. The competition has forced the government owned monopoly BSNL
(MTNL in Delhi and Mumbai) to become more efficient. The landline network quality has
improved and landline connections are now usually available on demand, even in high
density urban areas. In addition to the government monopoly, there are several private
landline telephone companies, notably Reliance and Tata Teleservices and Bharti (which
runs the landline company Touchtel and the mobile company Airtel).
Long distance service is now more comprehensive and cheaper, carried primarily on fiber
optic cable. There are several private long distance companies, the government owned
BSNL continues to use its monopoly against them. However, the competition has caused
prices to drop and calls across India are now comparable in price to calls across the
Most of the people in the country are using the landline telephones which is mainly
provided by the government company. BSNL is the largest telecom operator in India and
is known to everybody for Basic Telephony Services for over 100 years. Presently the
Plain old, Countrywide telephone service is being provided through 32,000 electronic
Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical Fiber Cable,
with a host of Phone Plus value additions to our valued Customers. BSNL's telephony
network expands throughout the vast expanses of the country reaching to the remotest part
of the country.
Private landline provider:
integrated (wireless and wireline) and convergent (voice, data and video) digital network,
designed to offer services that span the entire Infocomm value chain - infrastructure,
services for enterprises and individuals, applications and consulting. The network is
designed to deliver services that will foster a new way of life for a New India.
2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2
billion) Tata Group, that has over 90 companies, over 210,000 employees and more than
2.16 million shareholders. With an investment of over INR 9,000 crore (US$ 2 billion) in
Telecom, the Group has a formidable presence across the telecom value chain. The Tata
Group plans an additional investment of around INR 9000/- crore (US$ 2 billion) in this
sector in the next two years.Tata Teleservices spearheads the Group's presence in the
telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA
mobile services in India with the Andhra Pradesh circle. According to the study of this
field, I can say that consumers are very keen to observe the every opportunity provided by
the various players in the field of landline telephones. Consumers showed the very
According to the study the telecom sector is emerging sector in Indian industry. Landline
and mobile services are comprise under the telecom sector. An efficient and rapid of the
information is the catalyst for economic and social development. vision 2020 conceives of
opportunities for the people across different social strata. A whole range of information
based industries and application has come up. Creating new sources of employment and
earning.
Social attention must be focused on strengthening the regulatory framework and further
improving teledensity, broadband connectivity and providing telecom companies with the
1. income effect show that middle income people are very interested to purchase the
2. satisfaction level is very crucial for companies my study put light on this aspects.
• To know about the pre-purchase behavior of consumer under the following points:
b. Source of information.
c. Occupational effect.
• To know about the factor which influence the customer at a time purchasing a
landline phone.
The world is waiting at our doorsteps, waiting for us to open the gates to an economy bubbling
with opportunities. The India growth story has already got the world to sit up and take a note of
the changing economic scenario. The Indian government is doing everything that is possible to
ensure that this story remains intact. Factors, like the liberalization in the government stance and
the daring entrepreneurs of the Indian soils, have helped the sectors achieve the highs like never
before. And currently, the flavour of the month seems to be the telecom industry.
The telecom industry is one of the fastest growing industries in India. India has nearly 200 million
telephone lines making it the third largest network in the world after China and USA, with a
growth rate of 45%. Indian telecom industry has the highest growth rate in the world. A record 5.9
Million new mobile phone subscribers were drawn by the Telecom sector in India in the month of
India, which is seeing over 8 million wireless subscribers being added every month (8.62 million
in May 2008), is the fastest growing telephone market in the world. No wonder the whole world
has set its eyes on India, a glimpse of which can seen from the recent acquisition of Hutch by
Vodafone and consolidation phase which has just begun. The government has reiterated the target
of 500 million telecom subscribers and 20 million broadband connections by 2010. Undoubtedly,
the Indian telecom industry is at an inflexion point and everyone wants to have a slice of this
The August of 1995 saw the launch of the first mobile service in India, ‘Modi Telstra’ in Calcutta.
However, the call rate structure; with an outgoing call rate of Rs.16 a minute, incoming call rate of
Rs.8 a minute and cell phones costing around Rs.15,000 were the prime reasons why the cellular
communication did not get the desired popularity. The New Telecom Policy in 1999 introduced
several consumer-friendly initiatives. Only after the entry of private operators like Bharti Airtel,
Hutch, Reliance, Tata, BPL, Idea, etc., who created a competitive market which further reduced
operational costs, did the upward trend in the number of mobile subscribers started. The tariffs
have come down substantially with Indian Mobile rates being the lowest in the world. The number
of wireless subscribers rose from 16 million in 2003 to 317 million at the end of May 2008. With
this, India has become one of the fastest growing mobile markets in the world. Already, The
Indian market leader, Bharti Airtel has already crossed the 50 million customer mark to become
one of the world’s top 10 operators and has become the fastest private telecom company in the
History of Indian Telecommunications started in 1851 when the first operational land lines were
laid by the government near Calcutta (seat of British power). Telephone services were introduced
in India in 1881. In 1883 telephone services were merged with the postal system. Indian Radio
Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign
telecommunication companies were nationalized to form the Posts, Telephone and Telegraph
(PTT), a monopoly run by the government's Ministry of Communications. Telecom sector was
considered as a strategic service and the government considered it best to bring under state's
control.
The first wind of reforms in telecommunications sector began to flow in 1980s when the private
Telecommunications (DOT) was established. It was an exclusive provider of domestic and long-
distance service that would be its own regulator (separate from the postal system). In 1986, two
wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL)
for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for
In 1990s, telecommunications sector benefited from the general opening up of the economy. Also,
examples of telecom revolution in many other countries, which resulted in better quality of service
and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening
up of telecom services sector for the private sector. National Telecom Policy (NTP) 1994 was the
first attempt to give a comprehensive roadmap for the Indian telecommunications sector. In 1997,
Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a
regulator to facilitate the growth of the telecom sector. New National Telecom Policy was adopted
in 1999 and cellular services were also launched in the same year.
Indian Telecom Industry is one of the fastest growing telecom markets in the world with the
3. Internet Services
6. Pager Services
The telecom subscriber base as of 31st March 2008 was 300.48 million compared to 6.4 million and
3.6 million at the end of the March of 2002 and 2001 respectively.
- GSM 192.7mn
- CDMA 68.37mn
GSM and CDMA are the two main competing network technologies deployed by cellular service
GSM (Global System for Mobile Communications) originated in Europe in 1990. The GSM
While CDMA (Code Division Multiple Access) is a proprietary standard designed by Qualcomm
Inc in United States and has been the dominant network standard for North America and parts of
However now, GSM networks have penetrated the United States and the CDMA networks have
spread in other parts of the world. People of both the camps claim that their architecture is
Lack of infrastructure in semi-rural and rural areas, which makes it difficult to make
India is huge market and none of service providers can dare to ignore its potential. That’s why
Indian mobile service provider industry is growing leap and bounce for the last decade. This
journey of 1 million to 50 million will keep it pace until each citizen in India will have his own
mobile. Industry has many phases in its growth. Now mobile doesn’t mean a only a medium of
communication. Services providers are now willing to provide varies facilities like entertainment
(music, video etc.) and even banking also. We can say that business is transforming in e-
commerce to m-commerce (mobile-commerce). In short we can say drastic change has came in
the industry along with expanding its base in subscribers, they are keeping eye not only to offer
Progress of reforms
a. Private Participation in Telecom - For the provision of basic services, the entire country
was divided into 21 telecom circles, excluding Delhi and Mumbai (Singh et. al. 1999).
With telecom markets opened to competition, DoT and MTNL were joined by private
operators but not in all parts of the country. After a recent licensing exercise in 2002, there
exists competition in most service areas. However, the market is still dominated by the
telephones in fixed, WLL (Wireless Local Loop) and cellular lines compared to 0.88
million cellular lines in March 1998 (DoT Annual Report, 2002). 72 per cent of the total
private investment in telecom has been in cellular mobile services followed by 22 per cent
in basic services. After the recent changes, the stage is now set for greater competition in
most service areas for cellular mobile Over time, the rise in coverage of cellular mobile
will imply increased competition even for the basic service market because of competition
b. Teledensity and Village Public Phones (VPTs) - India's rapid population increase
coupled with its progress in telecom provision has landed India's telephone network in the
sixth position in the world and second in Asia (ITU). The much publicized statistic about
telecom development in India is that in the last five years, the lines added for basic
services is 1.5 times those added in the last five decades! The annual growth rate for basic
services has been 22 percent and over 100 percent for internet and cellular services. As
Dossani (2002) argues, the comparison of teledensity of India with other regions of the
world should be made keeping in mind the affordability issues. Assuming households have
a per capita income of $350 and are willing to spend 7 percent of that total income on
communications, then only about 1.6 percent of households will be able to afford $30 (for
Teledensity has risen to 4.9 phones per 100 persons in India compared to the average 7.3
mainlines per 100 people around the world. Figure 2 shows the growth rate of fixed and
cellular mobile subscription between 1998 and 2002. Although, the coverage is still much
higher in urban areas - 13.7 in urban areas compared to1.4 in rural areas, the government
has made efforts to connect villages through village public telephones (VPT) and Direct
Exchange Lines (DEL). This coverage increased from 4.6 lakhs in March 2002 to 5.10
lakhs in December 2002 for VPT and from 90.1 lakhs in March to 106.6 lakhs in
December 2002 for DELs. BSNL has been mainly responsible for providing VPTs; more
than 84 percent of the villages were connected by 503610 VPTs with private sector also
The overall telecom growth rate is likely to be high for some years, given the increase in
demand as income levels rise and as the share of services in overall GDP increases. The
growth rate will be even higher due to the price decrease resulting from a reduction in cost
of providing telecom services. A noteworthy feature of the growth rate is the rapid rate at
which the subscriber base for cellular mobile has increased in the last few years of the
1990s, which is not surprising in view of the relatively lower subscriber base for cellular
mobile.
c. Foreign Participation – India has opened its telecom sector to foreign investors up to 100
internet (international gateways) and 49 percent in national long distance, basic telephone,
cellular mobile, and other value added services (FICCI, 2003). Since 1991, foreign direct
investment (FDI) in the telecom sector is second only to power and oil - 858 FDI proposals
were received during 1991-2002 totaling Rs. 56,279 crores (Figure 4) (DoT Annual
Report, 2002). Foreign investors have been active participants in telecom reforms even
though there was some frustration due to initial dithering by the government. Until now,
most of the FDI has come in the cellular mobile sector partly due to the fact that there have
been more cellular mobile operators than fixed service operators. For instance, during the
period 1991-2001, about 44 percent of the FDI was in cellular mobile and about 8 percent
in basic service segment. This total FDI includes the categories of manufacturing and
example, pricing of the kind that prevailed in India prior to the reforms, led to a high
access (as reflected by rentals) with domestic and international long distance usage charges
(Singh et. al. 1999). Therefore, re-balancing of tariffs - reducing tariffs that are above costs
and increasing those below costs - was an essential pre-condition to promoting competition
TRAI issued its first directive regarding tariff-setting following NTP 99 aimed at re-
conducted periodic reviews and made changes in the tariff levels, if necessary. Table 4
shows the current level of telephone charges in India effective from January, 2003. Re-
balancing led to a reduction in cross-subsidization in the fixed service sector. Cost based
pricing, a major departure from the pre-reform scenario, also provides a basis for making
subsidies more transparent and better targeted to specific social objectives, e.g. achieving
the USO.
e. Service Quality - One of the main reasons for encouraging private participation in the
India, as in many developing countries, low teledensity resulted in great emphasis being
laid on rapid expansion often at the cost of quality of service. One of the benefits expected
from the private sector's entry into telecom is an improvement in the quality of service to
international standards. Armed with financial and technical resources, and greater
incentive to make profits, private operators are expected to provide consumers value for
their money. Telephone faults per 100 main lines came down to 10.32 and 19.14 in
Mumbai and Delhi respectively in 2002-03 compared to 11.72 and 26.6 in 1997-98
(Figures 6 and 7). Quality of service was identified as an important reform agenda and
TRAI has devised QOS (Quality of Service) norms that are applicable across the board to
- the Department of Telecommunication (DoT). Government also retained the rights for
A notable revolution has occurred in the telecom sector. In the pre reforms era, this was
entirely in the hands of the central government and due to lack of competition, the call
charges were quite high. Further, due to lack of funds with the government, the
government could never meet the demand for telephones. In fact, a person seeking a
telephone connection had to wait for years before he could get a telephone connection. The
service rendered by the government monopoly was also very poor. Wrong billing,
telephones lying dead for many days continuously due to slackness on the part of the
telecom staff to attend to complaints, cross connections due to faulty / ill maintained
telephone lines, obsolete instruments and machinery in the telephone department were the
Today, there are many players in the telecom sector. The ultimate beneficiary has been the
Gone are the days, when one had to wait for years to get a telephone connection. The
number of telephone connections which was only 2.15 million (fixed lines) in 1981
increased to 5.07 million(fixed lines) in 1991. Today (as in 2003), there are 54.62 million
telephone connections of which 41.33 million are fixed line telephone connections, 12.69
million are cellular mobiles and the remaining 0.60 million are WLL telephones1.
Wireless in Local Loop (WLL) telephones and cellular mobile telephones were unknown
in India a few years ago. Cell phones charges have come down so much that today one can
see even a common man going around with a cell phone in his hand. The private
companies are giving various incentives to attract customers, a situation which is entirely
opposite to the conditions prevailing in the pre reforms era when one had to wait for years
The first step toward deregulation and beginning of liberalization and private sector
participation was the announcement of National Telecom Policy 1994.NTP 1994 , for the
first time, allowed private/foreign players to enter the 'basic' and the 'new cellular mobile
section. FDI up to 49% of total equity was also allowed in these sectors. The policy
allowed one private service provider to compete in basic services with the incumbent DoT
in each DoT internal circle. It allowed duopoly in cellular mobile services in each circle.
As part of the implementation of the NTP 94, licenses were issued against license fees
through a bidding process. This policy initiated the setting up of an independent regulator–
the Telecom Regulatory Authority of India (TRAI), which was established in 1997. The
competition while, at the same time, protect the interest of the consumers.
Liberalization and reforms in Telecom sector since early 1990's till date are briefed
below:
1991-92:
3. Automatic foreign collaboration was permitted with 51 per cent equity by the
collaborator.
1992-93:
Value added services were opened for private and foreign players on franchise or license
basis. These included cellular mobile phones, radio paging, electronic mail, voice mail,
audiotex services, videotex services, data services using VSAT's, and video conferencing.
1994-95:
2. Foreign equity participation up to 49 per cent was allowed in basic telecom services,
radio paging and cellular mobile. For value added services the foreign equity cap was fixed
at 51 per cent.
1996-97:
1. TRAI was set up as an autonomous body to separate the regulatory functions from
4. External Commercial Borrowing (ECB) limits on telecom projects made flexible with
an increased share from 35 per cent to 50 per cent of total project cost.
1998-99:
FDI up to 49 per cent of total equity, subject to license, permitted in companies providing
1999-00
1. National Telecom Policy 1999 was announced which allowed multiple fixed Services
2. TRAI reconstituted: clear distinction was made between the recommendatory and
4. To separate service providing functions from policy and licensing functions, Department
5. A package for migration from fixed license fee to revenue sharing offered to existing
7. Voice and data segment was opened to full competition and foreign ownership increased
2000-01:
1. TRAI Act was amended. The Amendment clarified and strengthened the
recommendatory power of TRAI, especially with respect to the need and timing of
3. Domestic long distance services opened up without any restriction on the number of
operators.
4. Second phase of tariff rationalization started with further reductions in the long distance
STD rates by an average of 13 per cent for different distance slabs and ISD rates by 17 per
cent.
5. Internet Service Providers were given approval for setting up of International Gateways
6. In August 2000, private players were allowed to set up international gateways via the
of market to full competition and introduction of new services in the telecom sector. The
licensing terms and conditions for Cellular Mobile were simplified to encourage entry for
3. Usage of Voice over Internet Protocol permitted for international telephony service.
4. The five-year tax holiday and 30 per cent deduction for the next five years available to
the telecommunication sector till 31st March 2000 was reintroduced for the units
commencing their operations on or before 31st March 2003. These concessions were also
5. Thirteen ISP's were given clearance for commissioning of international gateways for
November 2001.
7. National Long Distance Service was opened up for unrestricted entry with the
announcement of guidelines for licensing NLD operators. Four companies were issued
Letter of Intent (LOI) for National Long Distance Service of which three licenses have
been signed.
8. The basic services were also opened up for competition. 33 Basic Service licenses (31
private and one each to MTNL and BSNL) were issued up to 31stDecember 2001.
9. Four cellular operators, one each in four metros and thirteen were permitted with 17
fresh licenses issued to private companies in September/October 2001. The cell phone
providers were given freedom to provide, within their area of operation, all types of mobile
services equipment, including circuit and/or package switches that meet the relevant
standards.
10. Wireless in Local Loop (WLL) was introduced for providing telephone connection in
11. Disinvestment of PSU's in the telecom sector was also undertaken during the year. In
February 2002, the disinvestment of VSNL was completed by bringing down the
government equity to 26 per cent and the management of the company was transferred to
Tata Group, a strategic partner. During the year, HTL was also disinvested.
13. Reliance, MTNL and Tata were issued licenses to provide the CDMA based services in
the country.
meant that operators need no longer have prior approval of the regulator for implementing
2002-03
1. Unified Access Service Licenses regime for basic and cellular services was introduced
in October 2003. This regime enabled services providers to offer fixed and mobile services
2. Interconnection Usage Charge regime was introduced with the view of providing
termination charge for cellular services and enable introduction of Calling Party Pays
introduced on 29th October 2003 which covered arrangements among service providers for
Basic Service that includes WLL (M) services, Cellular Mobile Services, and Long
4. The Universal Service Obligation fund was introduced as a mechanism for transparent
cross subsidization of universal access in telecom sector. The fund was to be collected
through a 5 per cent levy on the adjusted gross revenue of all telecom operators.
Act.
2004-05:
1. Budget 2004-05 proposed to lift the ceiling from the existing 49 per cent to 74 per cent
as an incentive to the cellular operators to fall in line with the new unified licensing norm.
2. 'Last Mile' linkages permitted in April 2004 within the local area for ISP's for
4. Broadband Policy announced on 14th October 2004. In this policy, broadband had been
internet access with minimum download speed of 256 kbps per subscriber.
7. TRAI announced the reduction of Access Deficit Charge (ADC) by 41 per cent on ISD
calls and by 61 per cent on STD calls which were applicable from 1st February 2005.
2005-2006
1. Budget 2005-2006 cleared a hike in FDI ceiling to 74 per cent from the earlier limit of
49 per cent. 100 per cent FDI was permitted in the area of telecom equipment
2. Annual license fee for National Long Distance (NLD) as well as International Long
Distance (ILD) licenses reduced to 6 per cent of Adjusted Gross Revenue (AGR) with
3. BSNL and MTNL launched the 'One-India Plan' with effect from 1st March 2006 which
enable the customers of BSNL and MTNL to call from one end of India to other at the cost
4. TRAI fixed Ceiling Tariff for International Bandwidth, Ceiling Tariff for higher
capacities reduced by about 70 per cent and for lower capacity by 35 per cent.
5. Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services
6. BSNL announced 33 per cent reduction in call charges for all the countries for
international calls.
7. Quality of Service (Code of Practice for Metering and Billing Accuracy) Regulation
FDI in Telecom sector has increased in recent years with value of 81.62 billion with share
of 10% in total inflow during January 2000 to June 2005. This is mainly in telecom
services and not in telecom manufacturing sector. Therefore, it is essential to enhance the
prospect for inflow of increased funds. The NTP 1999 sought to promote exports of
telecom equipments and services. But till date export of telecom equipment remains
minimal. Most of the state-of-the-art telecom equipments including mobile phones are
imported from abroad. There is thus immense potential for indigenous manufacturing in
India. Certain measures like financial packages, formation of a telecom export promotion
council, creation of integrated facilities for telecom equipment through SEZ and
encouraging overseas vendors to set up facilities in India, are required for making India a
hub for telecom equipment manufacturing and attract FDI. The telecom sector has shown
robust growth during the past few years. It has also undergone a substantial change in
terms of mobile versus fixed phones and public versus private participation. The following
table and discussions from the report of the working report on the telecom sector for the
11th plan (2007-2012)will show the growth of telecom sector since 2003:
COMPANY’S PROFILE
BSNL is the largest telecom operator in India and is known to everybody for Basic
Telephony Services for over 100 years. Presently the Plain old, Countrywide telephone
service is being provided through 32,000 electronic exchanges, 326 Digital Trunk
inter linked by over 2.4 lakh km of Optical Fiber Cable, with a host of Phone Plus value
additions to our valued Customers. BSNL' stelephony network expands throughout the
vast expanses of the country reaching to there motets part of the country.
Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector
Undertaking of India with authorized share capital of $ 3600 million and net worth of $
13.85 billion. It has a network of over 45 million lines covering 5000 towns with over 35
widespread transmission network including SDH system up to 2.5 gbps, DWDM system
up to 80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000 data
customers , BSNL continues to serve this great nation .Its responsibilities include
Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide
Network management & surveillance system (NMSS) to control telecom traffic and over
4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with
The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2 billion).
Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom
services and a penchant for excellence; and you have the ingredients for restructuring India
VISION
MISSION
To Provide world class telecom infrastructure in its area of operation and to contribute to
OBJECTIVES
• To provide mobile telephone service of high quality and become no. 1 GSM operator
promptly.
• Contribute towards:
2010.
policy.
BSNL
company in India. It is the largest telecommunication company in India and the sixth
largest in the world. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra
Mathur Lane, Janpath, New Delhi. It has the status of Mini-ratana - a status assigned to
BSNL is India's oldest and largest Communication Service Provider (CSP). Currently
BSNL has a customer base of 65.3 million (Basic & Mobile telephony). It has footprints
throughout India except for the metropolitan cities of Mumbai and New Delhi which are
managed by MTNL. As on July 31, 2007 BSNL commanded a customer base of 32.7
million Wireline, 3.7 million CDMA-WLL and 28.9 million GSM Mobile subscribers.
BSNL's earnings for the Financial Year ending March 31, 2007 stood at INR 397.15b
(US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). Today, BSNL is India's
largest Telco and one of the largest Public Sector Undertaking of the country with
authorized share capital of US$ 4.26 billion (INR 17,500 Crores) and assets of US$ 14.74
billion.
The foundation of Telecom Network in India was laid by the British sometime in
19th century. The history of BSNL is linked with the beginning of Telecom in India. In
19th century and for almost entire 20th century, the Telecom in India was operated as a
Government of India wing. Earlier it was part of erstwhile Post & Telegraph Department
(P&T). In 1975 the Department of Telecom (DoT) was separated from P&T. DoT was
responsible for running of Telecom services in entire country until 1985 when Mahanagar
Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of
Delhi and Mumbai. It is a well known fact that BSNL was carved out of Department of
Telecom to provide level playing field to private telecoms. Subsequently in 1990s the
telecom sector was opened up by the Government for Private investment, therefore it
became necessary to separate the Government's policy wing from Operations wing. The
Government of India corporatized the operations wing of DoT on October 01, 2000 and
BSNL provides almost every telecom service, however following are the main Telecom
1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop (WLL)
using CDMA Technology called bfone and Tarang respectively. BSNL is dominant
operator in fixed line. As on March 31, 2007 (end of financial year) BSNL had 76% share
BSNL Mobile
Pre-paid Mobile
Telephone services using GSM platform under brandname Cellone. Pre-paid Cellular
services of BSNL are know as Excel. As on March 31, 2007 BSNL had 17% share of
BSNL Broadband
Broadband Dataone. BSNL has around 50% marketshare in broadband in India. BSNL
BSNL is providing IN services like tele-voting, toll free calling, premium calling
etc.
BSNL Units
Telecom Circles:
Telecom Circles & Metro districts are responsible for providing service to the
15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura
16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and
Nagaland.
Metro Districts
1. Kolkata Telecom District
Project Circles
Maintenance Regions
1. Data Networks
4. Quality Assurance
Manufacturing Units
Training Institutions
1. Advanced Level Telecom Training Centre(ALTTC)
Other Units
1. Telecom Stores
Since its corporatisation in October 2000, BSNL has been actively providing connections
in both Urban and Rural areas and the efficiency of the company has drastically improved
from the days when one had to wait for years to get a phone connection to now when one
can get a connection in even hours. Pre-activated Mobile connections are available at
many places across India. BSNL has also unveiled very cost-effective Broadband internet
access plans (DataOne) targeted at homes and small businesses. At present BSNL enjoys
2007 has been declared as "Year of Broadband" in India and BSNL is in the process of
providing 5 million Broadband connectivity by the end of 2007. BSNL has upgraded
existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra
cost. This 2 Mbit/s broadband service is being provided by BSNL at a cost of just US$ 5.5
per month. Further, BSNL is rolling out new Broadband services as Triple play
(telecommunications).
BSNL is planning to increase its customer base to 108 million customers by 2010. With
the frantic activity in the communication sector in India, the target appears achievable,
however due to intense competition in Indian Telecom sector in recent past BSNL's
BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$ 580
During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL
has added 9.6 million new customers in various telephone services taking its customer
base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at a customer
base of 39 million. However, despite impressive growth shown by BSNL in recent times,
the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line
customers BSNL has brought down long distance calling rate under OneIndia plan,
however, the success of the scheme is not known. However, BSNL faces bleak fiscal
2006-2007 as users flee, which has been accepted by the CMD BSNL.
Presently there is an intense competition in Indian Telecom sector and various Telcos are
rolling out attractive schemes and are providing good customer services. However, BSNL
being legacy operator and its conversion from a Government Department, earns lot of
criticism for its poor customer service. Although in recent past there have been tremendous
improvement in working of BSNL but still it is much below the Industry's Expectations. A
large aging (average age 49 years(appx)) workforce (300,000 strong), which is mostly
semi-illetrate or illeterate is the main reason for the poor customer service. Further, the
Government employee status thus having little commitment to the organisation. Although
in coming years the retirement profile of the workforce is very fast and around 25% of
existing workforce will retire by 2010, however, still the workforce will be quite large by
the industry standards. Quality of the workforce will also remain an issue.
Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for
provide service in non-lucarative areas especially rural areas) has been slashed by 37% by
TRAI, w.e.f. April 01, 2007. The reduction in ADC may hit the bottom-line of BSNL.
Finance
Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation,
The Company has a net worth of Rs. 84,948 crores (US$ 19.49 billion), authorized
equity capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity Share Capital
of Rs. 5,000 crores (US $ 1.15 billion) and Revenues is Rs. 39,715 crores (US $ 9.11
billion) in 2006-07.
The BSNL is making substantial investment year to year for its network expansion and
modernization. During the current financial year BSNL has made the gross investment of
Rs. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments have been financed
assignment, I would like to reiterate our commitment to provide services to the satisfaction
of our esteemed customers. BSNL is a total telecom solutions provider, offering landline,
fixed wireless, mobile and internet services all over the country except for metro cities of
Delhi and Mumbai. BSNL's broadband services are also presently available in 1077 cities .
As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan to
extend broadband coverage to 1500 cities/towns and 20000 villages during the current
ambitious project is being taken up to deploy 1.8 million ports for providing broadband
services over broadband connections have already been launched in cities like Pune,
Bangalore and Kolkatta and we plan to roll out these services in a number of important
cities progressively. Through a single connection, the customers will have the freedom to
talk, surf internet and watch cable TV or video simultaneously. Facilities like online
BSNL has planned to expand its fixed wireless (WLL) network to provide telephone
connections on demand. Expansion of WLL network would also help faster rollout of
services in rural areas. We also have an ambitious plan to expand the mobile network with
special emphasis to serve rural populace. Of late there was a capacity constraint in our
mobile network but the constraint would be overcome shortly and we will roll out
BSNL is also providing host of IVRS and SMS based value added services on wireline and
wireless connections such as cricket score, opinion polls, poll results, jokes, astrology,
information services, contests, games, chat, ringtones, logos, wall papers etc. BSNL has
also introduced Location Based Services for GSM customers. Customers can avail of these
services at affordable rates. It has been our endeavor to keep our tariff structure most
BSNL has formulated new schemes to provide free Centrex facility to Corporate
Housing Societies etc. where customers do not have to pay for the cost of the equipment.
BSNL is striving hard to provide quality service to its valued customers. In this endeavor
our executives at customer service centers are being empowered to facilitate Single
Window Service at the counter itself where most of the routine business can be transacted
without hassles of going to different places. We have also launched Customer Care Portal
to accept online registration of customers. request for various services and lodging
complaints. The Portal has already been launched in A.P, Rajasthan, Kerala, Karnataka
and Punjab Circles. In remaining Circles, portal will be launched progressively by Dec,
2007
I thank our all esteemed customers for the faith reposed in our services. We reaffirm our
commitment to empower our customers with world class state-of-the art services at
Gone are the days when basic telephones was used only to make and receive calls. With
the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone plus
services, converting your old basic telephones to a sophisticated tool which can be used for
a variety of applications.
The Plain old, Countrywide telephone Service through 32,000 electronic exchanges.
Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value
additions.
BSNL launched DataOne broadband service in January 2005 which shall be extended to
198 cities very shortly. The service is being provided on existing copper infrastructure on
ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 500/-
per month only. Subsequently, other services such as VPN, Multicasting, Video
Internet
Keeping the global network of Networks networked, the countrywide Internet Services of
BSNL under the brand name includes Internet dial up/ Leased line
access, CLI based access (no account is required) and DIAS service, for web browsing and
E-mail applications. You can use your dialup sancharnet account from any place in India
using the same access no '172233' , the facility which no other ISP has. BSNL has
Internet Telephony service is also started under the brand name , using this
you can make calls to a person in UK, USA, Canada and many more countries for as
cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-location
ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network
providing high speed and high quality voice, data and image transfer over the same line. It
can also facilitate both desktop video and high quality video conferencing
Intelligent Network
I-Net
India’s x.25 based packet Switched Public Data Network is operational in104 cities of the
country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay
services.
Leased Lines & Datacom
BSNL provides leased lines for voice and data communication for various application on
point to point basis. It offers a choice of high, medium and low speed leased data circuits
Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64
kbps up to 2mbps, useful for Internet leased lines and International Principle Leased
Circuits (IPLCs).
BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million.
CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message
Service (SMS) both national and international, unified messaging service (send and
receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270
cellular networks and over 1000 cities/towns across India. It has got
This is a communication system that connects customers to the Public Switched Telephone
Network (PSTN) using radio frequency signals as a substitute for conventional wires for
all or part of the connection between the subscribers and the telephone exchange.
Telephone
TATA INDICOM
Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that has
over 90 companies, over 210,000 employees and more than 2.16 million shareholders.
With an investment of over INR 9,000 Crore (US$ 2 billion) in Telecom, the Group has a
formidable presence across the telecom value chain. The Tata Group plans an additional
investment of around INR 9000/- Crore (US$ 2 billion) in this sector in the next two years.
Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in
1996, Tata Teleservices was the first to launch CDMA mobile services in India with the
Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed
Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung into
expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai,
Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,
Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala,
Kolkata, Madhya Pradesh and West Bengal. The company has a customer base of over 3
million. The investment in the company as of March 2004 totals INR 5995 Crore (US$
1200 million).
The company, which heralded convergence technologies in the Indian telecom sector, is
today the market leader in the fixed wireless telephony market with a customer base of 1.8
million.
Tata Teleservices has recently, marked its entry into the Prepaid segment by launching 100
% Sacchai True Paid, across all its existing 20 circles. With the latest initiative, Tata
Indicom has opened up new frontiers for the Indian prepaid customers by offering 1-
Today, the company serves more than 3 million customers in over 824 towns. With an
ambitious rollout plan both within existing circles and across new circles, Tata
Teleservices will offer world-class technology and user-friendly services to over 1000
Tata Indicom offers you almost instant phone connections. Get yourself the Tata
Indicom Landline Services based on the state of the art Optical Fiber Cable-based
backbone.
Accurate billing
If you take a wireline connection, your telephone is connected to the Tata Indicom
Global standard today, fiber-optic cables enable our network to handle higher capacities
of load as compared to ordinary cables and at much higher transmission speeds. This
Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom
Landline Services based on the state of the art Optical Fiber Cable-based backbone.
Accurate billing
Cables and copper cables. A global standard today, fiber-optic cables enable our network
to handle higher capacities of load as compared to ordinary cables and at much higher
transmission speeds. This gives you trouble-free and faster connectivity. If you take a
Get a phone connection almost instantly. Get Tata Indicom Land Line connection based on
the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and say
high technology fiber-optic cables and copper cables. A global standard today, fiber-optic
cables enable our network to handle higher capacities of load as compared to ordinary
cables, and at much higher transmission speeds. This gives you trouble-free and faster
connectivity.
3.For Enterprises
Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline
Phone services based on the state of the art Optical Fiber Cable-based backbone. Enjoy
If you take a wire-line connection, your telephone is connected to the Tata Indicom
standard today, fiber-optic cables enable our network to handle higher capacities of load as
compared to ordinary cables and at much higher transmission speeds. This gives you
Tata Indicom offers a complete range of affordable telecom solutions for your home and
business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone booths,
We have a wide-range of product and service offerings to meet every need of yours:
Voice
Internet
Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-2002)
"Make the tools of infocomm available to people at an affordable cost, they will overcome
the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the
mission for Reliance Infocomm in late 1999. He saw in the potential of information and
Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the
backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the
December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked his
Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wire
line) and convergent (voice, data and video) digital network, designed to offer services that
span the entire Infocomm value chain - infrastructure, services for enterprises and
individuals, applications and consulting. The network is designed to deliver services that
Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in
the Global Fortune 500 list. This achievement is even more significant due to the fact, that
the entire growth was achieved in an organic manner and in a span of just 25 years.
The corporate philosophy he followed was short simple and succinct - "Think big. Think
differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to
do better than the best - not only in India but also in the world.
Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that
power of information and communications. He would often say: "make the tools of
infocomm available to people at an affordable cost, they will overcome the handicaps of
He wanted a telephone call to be cheaper than a post card. This, he believed, would
transform every home, empower every Indian, remove the roadblocks to opportunity and
Dhirubhai Ambani was of the conviction that infocomm would energies enterprises,
an excitement.
Reliance Infocomm is a fascinating outcome of this powerful conviction. It is a major
Vision
"We will leverage our strengths in executing complex global-scale projects to make
consumers and businesses in India. We will offer unparalleled value to create customer
delight and enhance business productivity. We will also generate value for our capabilities
beyond Indian borders while enabling millions of India's knowledge workers to deliver
Business
Reliance Infocomm will offer a complete range of telecom services, covering mobile and
fixed line telephony including broadband, national and international long distance services,
data services and a wide range of value added services and applications that will enhance
Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28,
2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani.
This marks the beginning of Reliance's dream of ushering in a digital revolution in India
by becoming a major catalyst in improving quality of life and changing the face of India. It
Reliance Infocomm will extend its efforts beyond the traditional value chain to develop
and deploy telecom solutions for India's farmers, businesses, hospitals, government and
Reliance Group
business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash profit
of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4 billion) and
The Group's activities span exploration and production (E&P) of oil and gas, refining and
services and insurance, power, telecom and infocom initiatives. The Group exports its
products to more than 100 countries the world over. Reliance emerged as India's Most
Admired Business House, for the third successive year in a TNS Mode survey for 2003.
Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group
contributes nearly 10% of the country's indirect tax revenues and over 6% of India's
exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.
RELIANCE PRODUCT PROFILE
Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP). This
has been made possible through 'Intelligent FSK' signaling, a first time in India, that makes
Moreover the single touch intelligent menu driven interface lets you use all the Reliance
FLP features without having to remember the feature activation codes. What's available as
Benefits
4.Enhanced convenience:
NextGen Caller ID
Speaker Phone
3-way Conferencing
Delayed Hotline
Call Forwarding
Call Transfer
Alarm Call
2.Fixed Wireless Phone (FWP)
1.Great Savings
FWT – Features
Connect to PBX
Speed dialing
Hotline
Call divert
Alarm
4.ISDN BRI
ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with
communication solutions encompassing voice, data and Internet over a single line at
speeds up to 128 Kbps. You can choose to either have one data channel of 128 Kbps, or
have two seperate channels of 64 Kbps each for voice and data.
BENEFITS
4.Digital security
5.Smart Office
Your office can now get the digital PBX functionality without having to invest in and
maintain any equipment. Introducing the Reliance Smart Office - a Business-class Centrex
- which offers carrier grade reliability and scalability coupled with the benefits of
outsourcing.
3.Multi-Office solution
4.Outsourcing benefits
Voice Mail
10-party conference
NextGen Caller ID
Speakerphone
Delayed Hotline
6.Analog Trunk Solutions
Do you have three or more lines terminating on your KTS/ PBX? Do your callers struggle
to remember multiple telephone numbers of your office? Do the free calls on some of your
If any of these problems are bothering you then Reliance Analog Trunk Solutions is
1.Optimise Spends
7.Community Phone
NextGen Caller ID
Speakerphone.
3-way Conference
Quick Dialing
8.E1 DID
digital channels over a 4-wire system. Each channel can be configured as incoming,
BENEFITS
2.Digital quality
What is Research?
Research refers to a search for knowledge. Research is a scientific search and systematic
search for pertinent information on a specific topic. In fact, research is an art of scientific
investigation. The Advanced Learner’s Dictionary of Current English lays down that “A
Research is a careful investigation or inquiry, especially through search for new facts in
Research is, thus, an original contribution to existing stock of knowledge making for its
problem. It includes not only the research methods, but also the logic behind using the
methods. Its shows the type of sample design used, its size and the procedure used to draw
the sample”. In short, the search for knowledge through objective and systematic method
Significance of Research:
“All progress is born of inquiry.” Research inculcates scientific and inductive thinking and
equally important for social scientists in studying social relationships and in seeking
Research methodology involves the process to systematically solve the research problem
or research objectives of the research. It not only includes research methods uses in
conduction the research but also consider the logic behind the methods we adopt in the
context of our research study and explain why we are using a particular method of
technique and why are not using others so the research results are capable of being
Research design
Sampling Design
To provide the full and accurate information about the plan of the company.
RESEARCH DESIGN
data in a manner that aims to combine relevance to research purpose with economy in
procedure. In fact, the research design is the conceptual structure with in which research is
conducted. It constitutes the blueprint for collection, measurement and analysis of data.
More explicitly, we can say that research design decisions happen to be in respect of:-
i. Exploratory Research
Exploratory research:
and to gain a better understanding of the environment within which the problem has
occurred. It is the initial research, before more conclusive research is under taken.
Descriptive research:
Descriptive research is used when the objective is to provide a systematic description that
is as factual and accurate as possible. It provides the number of time something occurs, or
occurrences.
Casual research:
behavior that is whether there is a cause and effect relationship between variable, casual
variable that is assumed to cause the change in the other variable constant and than
measure the changes in the variable. This type of research is very complex and the
researcher can never be completely certain that there are no other factors influencing the
casual relationship, especially when dealing with people’s attitudes and motivation.
There are various types of sampling design techniques. All the sampling design
2. Judgment Sampling
4. Penal Sampling.
4. Cluster Sampling
6. Purposeful Sampling.
SAMPLE SIZE
Every researcher has to determine to sample size of the population for which the
study is to be conducted. For example All senior citizens residing in national capital
region. Then the next step is to determine the samples size that is to be selected from the
population. Determination of the precise size of a sample that has to be selected from the
It depends on a host of factor. We can say that sample size is depends upon:-
The sample size in the project report is 100 taken from the various departments,
2. Secondary Data
Primary Data: - The data which are used in this summer training report are the primary
1. Survey method
2. Questionnaire method
3. Interview method
4. Document review.
Secondary Data: - The data was collected from Pamphlets, Broachers, Websites,
Annual reports of the respective organization.
HYPOTHESIS
The investigator has classified, tabulated and interpreted the data information, so
collected in a scientific manner and has drawn some fruitful results. One of the most useful
in by source. Data not originally collected for use in the research project under
consideration, but rather for use by some other person or for use some other project is term
secondary data. There are several ways by which secondary data can be classified. Which
STRENTHS:-
• Pan-India reach
• Transparency in billing
WEAKNESSES:-
• Procedural delays
OPPORTUNITIES:-
• Can make a kill through deep penetration and low cost advantage
entertainment industry
THREATS:-
• Manpower churning
• Private operators demand to do away with ADC can seriously effect revenues
Ans.
Percentage
Yes 82
No 18
Total 100
% Respondent
100 82
80
60
%
40
18
20
0
yes no
Interpretation:
Out of 100 respondents 82% Respondent have landline Phone & 18% Respondent have not
landline Phone.
% Respondent
80 70
60
40 %
22
20 8
0
BSNL Reliance Tata
Interpretations:
Out of 100 Respondents 70% Respondent have BSNL landline Phone., 22% Respondent
have Reliance landline Phone. & 8% Respondent have Tata landline Phone.
Q.3. Are you aware about Private landline provider?
Ans.
% Respondent
50 42
40
30 28
30
%
20
10
0
Aware Unaware Undecinding
Interpretation:
Out of 100 Respondents 42% Respondents are aware about private landline Phone provider, 30%
Respondents are unaware about private landline Phone provider & Out of 100 Respondents 28%
Q.4. Why do you consider that landline phone is better than the mobile phone?
Ans.
Better Landline Phone Percentage
Economic 54
Service has new improved 06
Easy in reach 16
No. fear of theft/loss 16
Evan layman operate it 10
Total 100
% Respondent
Economic
60 54
50 Service has new
40 improved
30 Easy in reach
20 14 16
10
10 6 No fear of
theft/loss
0
% Even layman
operate it
Interpretation:
Out of 100 Respondents 54% Respondent consider landline better than mobile for economic
purpose, 6% Respondent consider landline better than mobile because service has now improved,
14% Respondent consider landline better than mobile because it is easy in reach, 16%
Respondent consider landline better than mobile there is no fear of theft/loss & 10% Respondent
consider landline better than mobile because even layman can operate it.
Q.5. By which medium, you come to know about this connection (Phone).
Ans.
Mediam Percentage
Advertising 16
Friends 48
Family members 24
Others 12
Total 100
% Respondent
60 48
50
40
30 24 %
16 12
20
10
0
Advertising Family Friends Others
member
Interpretation:
Out of 100 Respondents 16% Respondents are aware about existing landline Phone provider
through advertising, 24% Respondents are aware about existing landline Phone provider through
family member, 48% Respondents are aware about existing landline Phone provider through
friends & 12% Respondents are aware about existing landline Phone provider through others.
Q.6. What is your purpose to purchase this connection?
Ans.
Purpose Percentage
Official use 34
Home 46
Status symbol 20
Total 100
% Respondent
50 46
40 34
30
20 %
20
10
0
Official use Home use Status symbol
Interpretation:
Out of 100 Respondents 34% Respondents have the purpose to purchase to landline Phone for
official use, 46% Respondents have the purpose to purchase to landline Phone for off home use &
34% Respondents have the purpose to purchase to landline Phone for status symbol.
Q.7. What are the factors, which influence most at the purchasing of landline
connection?
Ans.
Factors Percentage
Economic call rate 38
Good connectivity 46
Tones 04
ID caller 12
Colors 00
Total 100
% Respondent
Economic call
rate
50 46
Good connectivity
38
40
30 Tones
20 12
ID caller
10 4
0
0 Colors
%
Interpretation:
Out of 100 Respondents 38% Respondents are influenced most by the Economic call rate, 46%
Respondents are influenced most by the Good connectivity, 04% Respondents are influenced most
by the Tones, 12% Respondents are influenced most by the ID caller & 0% Respondents are
Q.8. What type of problem you are facing with your landline phone?
Ans.
Problem Percentage
Disturbance in lines during calls 34
Cross connection 14
Errors in bill 18
Complaints are attended very late 26
Instrument problem 8
Total 100
Disturbance in line
% Respondent during call
40 34 Problem of cross
35
connectivity
30 26
25
18 Errors in bills send
20 14
15 to the customer
8
10
5 Complaints are
0 attended very late
% by telephone dept.
Problem in the
instrument
Interpretation:
Out of 100 Respondents 34% Respondents are facing the problem of disturbance in line during
call, 14% Respondents are facing the problem of cross connectivity, 18% Respondents are facing
the problem of errors in bill send to customer, 26% Respondents are facing the problem of
complaints are attended very late & 08% Respondents are facing the problem in instrument.
Q.9. Are you satisfied with your landline?
Ans.
Satisfaction Percentage
BSNL 54
Reliance 30
Tata 16
Total 100
% Respondent
60 54
40 30
%
16
20
0
BSNL Reliance Tata
Interpretation:
Out of 100 Respondents 54% Respondents are satisfied with BSNL, 22% Respondents are
satisfied with Reliance & 24% Respondents are satisfied with Tata.
Q.10. Are you aware about the different scheme provided by BSNL and Private
landline provider?
Ans.
Different scheme Percentage
BSNL 70
Reliance 22
Tata 08
Total 100
% Respondent
80 70
60
40 22 %
20 8
0
BSNL Reliance Tata
Interpretation:
Out of 100 Respondents 70% Respondents are aware about different scheme provided BSNL,
22% Respondents are aware about different scheme provided by Reliance & 08% Respondents are
% Respondent
80
62
60
40 %
24
20 14
0
BSNL Reliance Tata
Interpretation:
Out of 100 Respondents 62% Respondent are in favour of adopting BSNL connection if
they gets a chance to get new connection, 24% Respondent are in favour of adopting
Reliance connection if they gets a chance to get new connection & 14% Respondent are in
favour of adopting Tata connection if they gets a chance to get new connection.
Q.12. Which landline service provider are providing better after sale services?
Ans.
After sale service Percentage
BSNL 70
Reliance 22
Tata 08
Total 100
% Respondent
80 70
60
40 %
22
20 8
0
BSNL Reliance Tata
Interpretation:
Out of 100 Respondents 70% Respondent of this opinion that BSNL provide better after
sale service, 22% Respondent of this opinion that Reliance provide better after sale service
& 08% Respondent of this opinion that Tata provide better after sale service.
Q.13. Are you satisfied with your landline service provider in case of after sale
service?
Ans.
% Respondent
80 70
60
40 30 %
20
0
Yes No
Interpretation:
Out of 100 Respondents 30% Respondents are satisfied with their existing landline phone & 70%
60
48
50
40 32
30 20 %
20
10
0
BSNL Reliance Tata
Interpretation:
Out of 100 Respondents 48% Respondent have opted BSNL as a better landline phone
option, 32%espondent have opted Reliance better landline phone option & 20%
Expectation Percentage
Portable 08
Economic 30
Good connectivity 26
Call rate 36
Total 100
% Respondent
40 36
30
30 26 Portable
Economic
20
Good connectivity
8
10 Call rate
0
%
Interpretation:
Out of 100 Respondents 08% Respondents want their landline to be Portable, 30% Respondents
want their landline to be Economic, 26% Respondents want their landline to be Good connectivity
% Respondent
80 74
60
40 26 %
20
0
Yes No
Interpretation:
Out of 100 Respondents 74% Respondents are of this opinion that private landline co. provide
better service as compared BSNL & 26% Respondents are of this opinion that private landline co.
% Respondent
80 74
60
40 26 %
20
0
Yes No
Interpretation:
Out of 100 Respondents 26% Respondents are aware about the charged by private landline
provider & 26% Respondents are unaware about the charged by private landline provider.
Q.21. How will you rate to different landline provider?
Ans.
% Respondent
80 70
60
40 22 %
20 8
0
BSNL Reliance Tata
Interpretation:
Out of 100 Respondents 70% Respondents are give rating to BSNL, 22% Respondents are
give rating to Reliance & 08% Respondents are give rating to Tata.
Q.21. How do you consider the future of landline in India?
Ans.
% Respondent
80
60
60
40 %
22
20 8 10
0
Good Excellent Worst Bad
Interpretation:
Out of 100 Respondents 22% Respondents considered the future of landline in India as
good, 60% Respondents considered the future of landline in India as excellent, 08%
Respondents considered the future of landline in India as worst & 10% Respondents
CONCLUSION
The result of the study can be useful for the telephone provider companies. The factors
affection consumer buying behavior is change according to their income effect . I have
segmented the survey in three categories i.e. student , self employed & serviceman.
Student are much attracting by the mobile phone. They wants to purchase on financed
influence by cash sales promotion schemes students are using their mobile for fun & joy.
Serviceman & self employed are giving preference to average low maintenance & price in
comparison to looks colors & brand image. Serviceman wants to purchase a landline
Because of its rapid growth, businesses and individuals can access information at
their operations, businesses can provide better services and products to their customers.
services.
SUGGESTIONS & RECOMMENDATIONS
• Brand promotion scheme must be made more attractive than the offer given in
campaign.
• The private landline provider should create awareness among the customer.
• Make and model of your router (if you are using one)
firewall software)
• Call-back number and the best time to call you. We will try our best to
accommodate you.
LIMITATION
Despite the fact that the questionnaire method is widely used in marketing research it has
of education.
respondents.
bias.
• Cost constraint
• Time consumption.
BIBLIOGRAPHY
BOOKS:
JOURNALS:
• Journal of Indian Management & Strategy – Volume 20, No.3, July, September
2007
MAGAZINES:
WEBSITE
• www.bsnl.co.in
• www.tataindicom.com
• www.relianceinfocom.com
ANNEXURE
QUESTIONNAIRE
Name:
Occupation:
Address:
Yes No
Reliance
Awareness Unawareness
Undeceiving
Q.4. Why do you consider that landline phone is better than the mobile phone?
Q.5. By which medium, you come to know about this connection (Phone).
Advertising Friends
connection?
Colors
Q.8. What type of problem you are facing with your landline phone?
By telephone deptt.
Reliance
Q.10. Are you aware about the different scheme provided by BSNL and Private landline
provider?
Awareness Unawareness
Undeceiving
Q.11. If you have a chance to purchase a new connection of landline phone which will
you prefer?
Reliance
Q.12. Which landline service provider are providing better after sale services?
Reliance
Q.13. Are you satisfied with your landline service provider in case of after sale service?
Yes No
Reliance
Q.15. Would you like to tell me your Expectation towards the attributes of land line?
Portable Economic
Caller ID
Q.16. Do you think that private landline co. can offer you better services as compared to
BSNL?
Yes No
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Q.18. Are you aware of the amount charged by the private landline provider?
Yes No
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Q.20. Does your pocket allow to afford the private landline connection?
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Q.21. How will you rate to different landline provider?
BSNL Reliance
Tata
Good Excellent
Bad Worst
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