A

PROJECT REPORT
ON
“AN ANALYTICAL STUDY OF TELECOM MARKET
WITH SPECIAL REFERENCE TO IDEA
AT RAIPUR ”

FOR

ADITYA BIRLA GROUP.

Submitted for the partial fulfillment of the requirement for the

award of the degree of Master of Business Administration.
(MBA)

Guided by :- Submitted by :-
MR.VINOD NAIR ATUL SHRIVASTAVA
2008-2010

RAIPUR (C.G.)
Executive Summary

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 The basic concept of my project “An Analytical Study of Telecom Market
with special reference to IDEA at Raipur” was based on survey. I had to give actual
data to IDEA that what are the position of I as compare IDEA to other Telecom
operators in the Telecom Market in terms of service, number of connections, network,
Coverage area, Market Share and Brand Image at Raipur. When I got this project
from Mr.VINOD NAIR (A.S.M) IDEA PREPAID RAIPUR, he called me importance
of this project & data. He said that the result, which we will get from this project that
will help to us to make an action plan to remove our weakness from the market, it
would help to increase our market share and service
To know this facts & data I went to all the retailers, Small and Medium Scale
Enterprises (SME) and corporate Segments of Raipur. I started my project on 2nd of
june 2009. I collected all data from the retailers, small and Medium Scale Enterprises
(SME) and Corporate Segments of Raipur through questionnaire. When I analyzed the
data I found that Service support, Brand Image, Coverage area of idea is Good as
compare to other operators but idea has to improve Billing, Network Conjection ,
Customer care and Reduce call rates to become Best Telecom Brand and service
Provider among other Telecom Operators.
During my training I faced some problems like some retailers, SME and
Corporate Segments had no time to give the data, and they were busy with their
works. I had got to go in sun and raining. Most of the retailers’ shops were closed
between 1 pm to 5 pm. I took some action to solve these problems like I took data
through telephone, observation.
Apart from my project I did counter extentation of idea Product. For this we
made a trade-briefing folder that contains all the information regarding the idea
Products & Services. We also Sale some of the idea product to different segments of
retailer.
I completed my project on 20/07/09 by giving a thanks ceremony party to all
people of ideal who helped me during the project. I have achieved my all objectives of
my project.

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CERTIFICATE
DECLARATION
PREFACE
ACKNOWLEDGEMENT
EXECUTIVE SUMMARY
CONTENT
Page No.
CHAPTER - I INTRODUCTION 8-22
Objective And Scope of Project
Company Profile
Subsidiaries Companies
Bharti-Airtel
Organisation Structure of Airtel
Technical Aspect Related to Telephony
Review Literature
Fact sheet
CHAPTER -II RESEARCH METHODOLOGY 23-28
2.1 Statement of Problem
2.2 Purpose of Study
2.3 Objective of Study
2.4 Universe
2.5 Sample
2.5.1 Sampling Size
2.6 Sample Unit
2.7 Sampling Method
2.8 Type of research
2.9 Source of Data
2.9.1 Questionnaire
2.10 Statistical Technique
2.11 Execution of the Project
CHAPTER -III ANALYSIS AND INTER PRETATION OF 29-69
DATA
3.1 Interpretation from Primary Data
CHAPTER -IV MAIN FINDINGS ,CONCLUSION 70-74
CHAPTER-V LIMITATIONS & SUGGESTIONS 75-78
- APPENDIX 79-87
- BIBLIOGRAPHY & WEBLIOGRAPHY 88-91

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 CHAPTER – I

INTRODUCTION

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 INTRODUCTION

The main aim of every research project is to find out the truth which is hidden
and which has not been discovered as yet. The main aim of my research project “An
Analytical Study of Telecom Market with special reference to idea at Raipur.” is
to extend the outlets of idea which provide the idea recharge to the different area of
raipur. Smart was the first service provider in this area, Idea was second, Bsnl was
third, and Airtel was fourth player in this field in GSM. Rim and Tata are CDMA
service provider in this area and Bsnl , Airtel, Reliance and Tata Indicom are the four
players in INFOTEL(Fixed-Line) Telecom field. As I wrote that main objective of
project is to find out new counters for the sale of sim and recharge vouchers of idea. I
have also done a survey on Telecom market, which includes Comparative Study of
different Telecom Operators in terms of their service, number of connections, revenue
generated by them, customers perception and preference, brand image etc.?. Now so
many questions arise in our mind that among different Telecom operators who is the
leader in MOBILITY in market? Which company’s Provide excellent services?

This project report has answers of all these questions. After looking this
project report you will be able to understand that what is the position of all cellular
companies in Raipur Telecom market.

Objectives And Scope of Project

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Project Title
• An Analytical Study of Telecom Market with Special reference to IDEA at
Raipur.
Objectives of Research
• To study the Telecom Market including mobility and Landline (fixed line) of
Raipur.
• To find out the Market shares of different Telecom operators at Raipur.
• To study market segmentation of Idea.
• To compare different Telecom operators with respect to their Service, Number
of connections, Revenue generated by them, Customer Perception and Brand
Image.
• To compare the two Departments of Telecom i.e. Mobility and Landline (fixed
line) in different related areas.

Scope and Area of Research

• Shankar Nagar – Mova.
• Civil lines – Bayron Bazar.
• Malviya Road – K.K Road.
• Ram nagar– telibantha..
• Sadar Bazar- Budhapara.
• Ravi bhavan – Sardachowk.
• Station Road – M.G. Road.
• Sunder Nagar – Dindayal Upadhya Nagar.
• Jawahar nagar
• Tatibandh – Hirapur.

COMPANY PROFILE

ADITYA BIRLA GROUP

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IDEA Limited, a part of ADITYA BIRLA GROUP, is India's leading provider of
telecommunications services. The businesses at IDEA Limited have been structured
into two main strategic business groups - the Mobility Leaders business group and the
Landline Leaders business group. The Mobility business group provides GSM mobile
services across India in twenty three telecom circles, while the Landline business
group provides broadband & telephone services, long distance services and enterprise
services. All these services are provided under the IDEA brand.

IDEA Televentures

IDEA Televentures is a major private sector telecom player in India having interests
in Fixed Networks and Mobile Networks.

IDEA Televentures is one of India’s leading private sector providers of

telecommunications services with an aggregate of 96649487 customers as of end of
March 2009. The company is the only operator to provide mobile services in all the
23 circles in India. The company also provides telephone services and Internet access
over DSL in 14 circles. The company complements its mobile, broadband &
telephone services with national and international long distance services. The
company also has a submarine cable landing station at Chennai, which connects the
submarine cable connecting Chennai and Singapore. The company provides reliable
end-to-end data and enterprise services to the corporate customers by leveraging its
nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile
circles, VSATs, ISP and international bandwidth access through the gateways and
landing station. IDEA Televentures is already the largest mobile service provider
having overtaken BSNL, the state run mobile and wireline service provider

Subsidiaries Companies

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• Bharti Airtel Ltd.
Bharti Airtel Ltd is India's leading provider of telecommunications services. The
company has 4 distinct Business divisions - Mobile & telephone services,
broadband services, long distance services and enterprise services.

• Bharti Teletech Ltd.

Bharti TeleTech Ltd manufactures and exports world-class telecom equipment
under the brand 'Beetel'.

• Telecom Seychelles Ltd .

Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand
'Airtel'

• Bharti Telesoft Ltd.

Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and
services to telecom carriers.

• TeleTech Services (India) Ltd.

TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a
range of Customer Management Services.

• FieldFresh Foods Pvt Ltd.

FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned
ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets
in Europe and USA.

• Bharti Foundation: -
To promote educational institutes for quality education. Bharti Foundation has
funded over 50 schools in Madhya Pradesh and also donated Rs 200 million to IIT
Delhi for building a Bharti School of Technology and Management.

BHARTI - AIRTEL

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 BHARTI

AIRTEL

MOBILITY LANDLINE

Fixed-Line

Long Distance,
Group Data
And
Broadband
Bharti Cellular Limited

ABOUT-IDEA

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Idea comes to you from ADITYA BIRLA GROUP Limited - a part of the biggest
private integrated telecom conglomerate, ADITYA Enterprises. ADITYA provides a
range of telecom services, which include Cellular, Fixed line, Basic Internet and
recently introduced National Long Distance. ADITYA also manufactures and exports
telephone terminals and cordless phones. Apart from being the largest manufacturer
of telephone instruments in India, it is also the first company to export its products to
the USA. ADITYA is the leading cellular service provider, with an all Indiafootprint
covering all 23 telecom circles of the country. It has over 21 million satisfied
customers.

By 2010, we want IDEA to be the most admired brand in

India.
• Loved by more customers.
• Targeted by top talent.
• Benchmarked by more businesses.

Services
IDEA Prepaid
IDEA Prepaid, the Ready Cellular Card from IDEA comes to you from ADITYA
Enterprises, India's leading integrated telecom service provider. Going mobile with
IDEA Prepaid is a new way of life. With a host of great features, also simple to use,
IDEA Prepaid makes everything that you dreamt and believed, possible.
IDEA Postpaid
IDEA welcomes you to a vibrant world of unlimited opportunities. More exciting,
innovative yet simple new ways to communicate, just when you want to, not just
through words but ideas, emotions and feelings. To give you the unlimited freedom to
reach out to your special people in your special way.

IDEA Roaming

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IDEA's Roaming service allows you to use your mobile phone to make or receive
calls from almost anywhere in India and abroad, IDEA Roaming gives you two great
options:

• IDEA National - Enjoy roaming in India across 42 partner’s networks and

over 750 cities.
• IDEA International - Roam across international destinations, in nearly 119
countries including USA, Canada, and UK etc. with 284 partner networks.

Long Distance

Now experience complete freedom like never before with IDEA! Our National Long-
Distance facility allows you to make long distance calls in India and Overseas from
your cellular phone. This service is applicable to both Postpaid and Prepaid
customers.

Slogan or Punch Line

• AN IDEA CAN CHANGE YOUR LIFE..

• WALK WHEN YOU TALK.

Awards
• Consecutively for four years 1997,1998, 1999 and 2000, IDEA has been voted
as the best cellular service in the country and won the coveted Techies award.
• The Asia Pacific Award for the most innovative HR practices-2000.
• The Golden Peacock National Training Award for excellence in training
practices-2000 and The Golden Peacock National Quality Award-2001.
• AGL is first mobile communication service provider in India to be certified
for ISO 9001:2000 and 1st in world certified by British Standards Institution
for Mobile Communication.
• IDEA Tele-Ventures is the “BEST INDIAN CARRIER” at Telecom Asia
Awards 2006.

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 Chairman and Group Managing

Director

SUNIL BHARTI MITTAL

(CMD OF BHARTI ENTERPRISES)

Sunil Bhartia Mittal is the Chairman and Group Managing Director of Bharti
Enterprises. He is a graduate of Punjab University and has completed the
"Owner/President Management Programmed" from Harvard Business School in 1999.
In 1986, he partnered with Siemens to produce telephone equipments. When the
telecommunications sector was opened for private sector participation, Mr. Mittal
took advantage of the opportunity and acquired two cellular licenses and one fixed-
line license. In January 2001, Business Week selected Mr. Mittal as one of the top
global entrepreneurs of the year 2000.

He is the member of National Council of Confederation of Indian Industry

(CII), Federation of Indian Chambers of Commerce & Industry (FICCI), Chairman,
Indo-US Joint Business Council, Member, Advisory Committee constituted by
Ministry of IT. Mittal has to his credit the breaking up of the 100 year old monopoly
of state run companies to operate telecom services in India. Now he heads a
successful empire focused on different areas of business through independent Joint
Venture companies with a market capitalization of approximately $ 2 billion,
employing over 5,000 people and still growing. He is thankful for a supportive family
including a daughter and twin sons, with whom understandably he doesn't get much
time to, spend. His brothers Rakesh and Rajan are with him in the business.

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 Organization structure of IDEA

Organization is an identifiable group of people contributing their efforts towards the

attainment of goals. Organization structure elaborates the basic of division of job or
tasks, grouping and the co-ordination. Organization structure shows the network of
relationship among individuals and their positions in that organization. The following
structure shows the organizational structure of IDEA circle office, Raipur,
Chhattisgarh.

COO

PSMO

ZBM

ZSC

ZM (Postpaid) ZM (Prepaid) PM

TM

ISO

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 TECHNICAL ASPECT RELATED TO TELEPHONY

• What is Telephone?

Alexander Graham Bell invented the Telephone in 1876.

The Telephone is composed of two parts:-

1. Telephone Transmitter: - A telephone transmitter is a transducer that converts

sound energy into electric energy.

2. Telephone Receiver: - A telephone receiver does the reverse function of a

telephone transmitter.

It is a transducer, which converts electrical energy into sound energy.

• What is an Exchange?

An exchange is a point where subscriber lines are terminated and calls are
processed and established with in exchange for connecting one subscriber to

Another either manually or automatically depending on the type of exchange.

There are two types of exchanges:-

1. Manual: In this type of exchange the calls are established with the help of the
operator.

2. Automatic: Here, the exchange equipment without any manual involvement

establishes the calls.

• Types Of Switching

1. Space Division Switching (Analog).

This kind of switching establishes a dedicated end-to-end physical path between

calling and called parties. This path is held continuously for the whole duration of
the call. This switching system transmits the voice signal without modification
through the system of lines and mechanical switching till it reaches the destination
telephone.

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 2. Time Division switching (Digital).

In this kind of system each call is provided with a path only during its allotted time
slot. The voice system is encoded to digital form by an analog digital converter and
the digital signal is multiplexed with other digital signals to the data highway. The
output signal is de-multiplexed and decoded back to analog form. In analog system
processing is done mechanically whereas in digital system it is done by IC chips
and large scale integrated technology.

• Infrastructure Of Basic Telecom.

A Telecom network has three major systems and they are as follows:-

1. Access Network.

It is that network which makes it possible for the subscriber to get connected to the
local exchange.

2. Switching System.

Switching system is the heart of any Telecom Network. Switch is a Telecom entity,
which establishes call connections and releases the calls when required. Its
Capacity is measured on the basis of maximum simultaneous calls and busy hour
call attempts. It connects calls(or subscribers) physically connected to it.

3. Transport Network.

It is established by Copper cable, Optical fiber or Microwave signaling.

PARTS OF BASIC TELEPHONE NETWORK

TRANSPOR
T
NETWORK

ACCESSS
SWITCHING
NETWORK
SYSTEM
KKKK

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REVIEW OF RELATED LITERATURE

Review of related literature means researcher should undertake extensive literature

summary connected with the problem for this purpose, the abstracting and indexing
journals and published and unpublished bibliographies are the first place to go to.
Academic journals, conference, proceedings, government reports, books etc. must be
tapped depending on the nature of the problem. In this process, it should be
remembered that one source would lead to another. The earlier studies if any, which
are similar to the study in hand, should be carefully studied. A good library will be a
great help to the researcher at this stage.

FACTSHEET

Name Bharti Airtel Limited.

Business Provides mobile, broadband & telephone (fixed line) and

Description enterprise services (carriers & services to corporate)

Established July 07, 1995, as a Public Limited Company

RS 369,615 million (year ended March 31, 2009-Audited)

Proportionate
Rs. 270,250 million (year ended March 31, 2008-Audited)
Revenue
As per US GAAP Accounts

Proportionate Rs. 151,678 million (year ended March 31, 2009 - Audited)
EBITDA
Rs. 113,715 million (year ended March 31, 2008 - Audited)
As per US GAAP Accounts

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 1,898,239,796 as at March 31, 2009
Shares in Issue

The Stock Exchange, Mumbai (BSE)

Listings The National Stock Exchange of India Limited (NSE)

MarketCapitalisation
(asonMay15,2009)
Market
Capitalisation Approx.Rs.1,518billion
Closing BSE share price = Rs. 799.80

93,923,248 GSM mobile and 2,726,239 Telemedia

Customer Base Customers (status as on March 31, 2009)

Provides GSM mobile services in all the 22 telecom circles

in India, and was the first private operator to have an all
India presence.
Operational
Network
Provides telemedia services (fixed line) in 95 cities in
India.

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 Bharti Airtel Limited

(A Bharti Enterprise)

Aravali Crescent,
Registered
1, Nelson Mandela Road,
Office
Vasant Kunj, Phase II,
New Delhi – 110 070, India

Tel.No.: +91 11 4266 6400

Fax No.: +91 11 4166 6137

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 CHAPTER – II

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

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 Research methodology is the way to systematically solve the research
problems. RM just does not deal with research methods but also consider the logic
behind the methods. It may be under stood as a science of study how research is done
scientifically. In it we study the various steps that are generally adopted by the
researcher in studying his research problem along with logic behind them. It is
necessary for researcher to know not only the research methods/techniques but also
the methodology. Researchers also need to understand the assumption underlying
various techniques and they need to know the criteria by which they can decide that
certain technique and procedures will be applicable to certain problem. All this
means that it is necessary for the researcher to design his methodology for his
problem as the same may differ from problem to problem.

Research in common parlance refers to a search for knowledge. Research may

be defined as a scientific and systematic search for pertinent information on a specific
topic. I used following research methodology, research process, steps and methods
during my research project “An analytical study of telecom market with special
reference to IDEA at Raipur.”

2.1 STATEMENT OF PROBLEM

Comparison of different operators in telecom market with special reference to
IDEA at Raipur (C.G).

2.2 PURPOSE OF STUDY

An Analytical Study of Telecom Market with special reference to IDEA at
Raipur (C.G).

2.3 OBJECTIVES OF STUDY

• To study the Telecom Market including mobility and Landline (fixed line) of
Raipur.
• To find out the Market shares of different Telecom operators at Raipur.

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 • To study market segmentation of IDEA.
• To compare different Telecom operators with respect to their Service, Number
of connections, Revenue generated by them, Customer Perception and Brand
Image.
• To compare the two Departments of Telecom i.e. Mobility and Landline (fixed
line) in different related areas.

2.4 UNIVERSE
Sum total of all the units that confirms to some designated part of specification
is called universe.
Researcher while conducing research work has selected Raipur city as
universe.

2.5 SAMPLE
The Sample is the representative unit of population; The researcher has taken
the customer as sample for this research. Since in this research the researcher has
collect the sample according to his own convenience so the sample is convenience
sample and the sample size of the research is 1200.Also out of sample size of 1200, it
is divided in to Landline customer, Postpaid customers and Prepaid customers where
the number of landline customers is 1332, number of Postpaid customers is 700 and
number of Prepaid customers is 500.

2.5.1 SAMPLING SIZE

This refers to number of items to be selected from the universe to constitute a

sample. The size of the sample should neither be excessively long, nor should too
small .It be optimum. An optimum sample size is one, which fulfills the requirement
of efficiently representative ness, reliability and flexibility. The sample size of 1200 is
not enough to draw a conclusion but as per the time assigned it was difficult to take a
sample size more then 1200. The sample size consist of both the professionals and
businessman for ex - Doctors, Government Employee, Real state agent etc. which

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comes under Retail segment, the sample size also consist of small and medium scale
enterprises (SME) segment and Corporate Segments.

2.6 SAMPLE UNIT

Sample unit is the part of the universe taken from the universe for testing
hypothesis. Researcher has taken the customers those who are using Telecom Services
including Landline and Mobility of any Operator at Raipur (C.G).

2.7 SAMPLING METHOD

The researcher adopted convenience sampling method. In this method the

sample unit are chosen primary on the basis of convenience to the investigator. In that
type of sampling, the researcher selected items for the sample deliberately, his choice
consuming these items remains supreme. In other words, under this sampling the
organizer of the inquiry purposively choose the particulars unit of the universe for
constituting a sample on the basis that the small mass that they so select out of huge
one will typical or repetitive or then whole.
2.8 TYPE OF RESEARCH
My research project “An Analytical Study of Telecom Market with special
Reference to AIRTEL at Raipur” is based on descriptive research. Descriptive
research includes survey and fact finding enquiries of different kinds. The methods
of research utilized in descriptive research are survey methods of all kinds, including
comparative and correlation methods.

2.9 SOURCE OF DATA

The task of data collection begins after a research problem has defined.
Researcher should keep in mind two types of data, primary data and secondary data.
The primary data are those which are collected afresh and for the first time, and then
happen to be original in character. The secondary data, on the other hand, are those

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which have already been collected by someone else and which have already been
passed though the statically process.
Researcher while conducting the research work has used both primary source
of data and secondary source of data. The primary data collected through the survey
which has been cased out through personal interview of the customers and
questionnaire filled up by customers. The secondary data is collected through
document of Idea, books, article intense and from the employee of the respected
operators.

2.9.1. QUESTIONNAIRE
Questionnaire is a written form being given to the prospective customer to
give feed back about the service provided to them and also to find the satisfaction
level of the customers. A questionnaire consists of a number of questions printed or
typed in a definite order on a form or set of forms. Quite often questionnaire is
considered as the heart of a survey operation. Hence it should be very carefully
constructed .If it is not properly set up, and then the survey is bound to fail. This fact
requires us to study the main aspect of the questionnaire viz., the general form,
question sequence and question formulation and wording.

2.10 STATISTICAL TECHNIQUE

Percentage method and technique of central tendency was used by the

researcher in the analysis of data in his research.
Percentage is used in making comparison between two or more kind of data.
Percentage is used to decide relationship between two or more source of data.
Measure of central tendency tells us the point about which item has a tendency
to cluster. Such a measure is considered as the most representative figure for the
entire mass of data. Measure of central tendency is also known as statistical average.

2.11 EXECUTION OF THE PROJECT

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 It is the very importance step is the research process. According to it findings
depends on how systematically the study has been cased out in time so that it can
make some sense when required. I have executed the project after prior discussion
with the guide and structure in following steps.

a. Preparation of questionnaire

b. Collection of list of some of the chick interview of the customer so that more
interview is possible and the variety of responses can be reposted to have a good data
for analysis.

c. Visiting the customers and asking them about the service they all availing from
different telecom operators. Try to find out the satisfaction level with the existing

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 CHAPTER – III

DATA ANALYSIS AND INTERPRETATION

DATA ANALYSIS AND INTERPRETATION

1. Comparison of Landline connection provided by different operators.
COMPARISON TABLE

OPERATORS IDEA BSNL RELIANCE TATA TOTAL

INDICOM
NUMBER OF 526 380 192 102 1200

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CONNECTIONS

COMPARISON CHART

NUMBER OF CONNECTIONS

700
600
500
IDEA
400 BSNL
300 380 RIM
526 TATA
200
100 192
0 102

IDEA BSNL RIM TATA

ANALYSIS :- According to our research we find that among different Land line
operators, maximum number of customers are using IDEA i.e. 43.83%, then Bsnl i.e.
31.67%,then Reliance i.e. 16% and then Tata Indicom with minimum number of
customer i.e. 8.5%.

2. Monthly revenue generated by different operators in Landline

Department.
COMPARISON TABLE

OPERATORS IDEA BSNL RELIANCE TATA TOTAL

INDICOM
MONTHLY 10,31,768 6,09,312 1,87,720 63,200 18,92,000

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 REVENUE
IN Rs.
MONTHLY 58.7% 28% 9.9% 3.4% 100%
REVENUE
IN %.
COMPARISON CHART

MONTHLY REVENUE GENERATED BY DIFFERENT

LANDLINE OPERATORS IN % OF THE TOTAL REVENUE

TATA
RELIANCE 3.4%
9.9%
IDEA IDEA
58.7% BSNL
RELIANCE
TATA
BSNL
28%

ANALYSIS :- :- According to our research we find that among different Landline

operators, maximum monthly revenue was generated by BSNL i.e. 28% out of total
revenue generated, then comes IDEA with 58.7% revenue , then comes RELIANCE
with 9.9% revenue, then comes TATA INDICOM with minimum of 3.4% revenue
out of total revenue generated respectively
3. Customer perception towards service provided by different operators in
Landline Department.
3.1 According to customer’s service provided by IDEA Landline.
COMPARISON TABLE

RATINGS Good Average Poor TOTAL

CUSTOMER 349 60 52 461
RESPONSE

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COMPARISON CHART

CUSTOMER RESPONSE FOR SERVICE

PROVIDED BY AIRTEL

Poor, 52, 11%

Good
Good , 349, Average
Average, 60,
74% Poor
25%

ANALYSIS :- According to our research out of 461 IDEA customers, 74% of

customers response are good, 25% of customers response are average and 11% of
customers response are poor about the service provided by IDEA landline
respectively.

3.2 According to customer service provided by Bsnl Landline.

COMPARISON TABLE

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 RATINGS Good Average Poor TOTAL
CUSTOMER 97 343 137 577
RESPONSE

COMPARISON CHART

CUSTOMER RESPONSE FOR SERVICE

PROVIDED BY BSNL

Poor, 137, 24%

Good
Average
Average, 243, Good, 197,
Poor
52% 24%

ANALYSIS: - According to our research out of 577 Bsnl customers, 24% of

customer’s response are good, 55% of customers response are average and 24% of
customers response are poor about the service provided by Bsnl landline respectively.

3.3 According to customer service provided by Reliance Landline.

COMPARISON TABLE

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 RATINGS Good Average Poor TOTAL
CUSTOMER 34 59 99 192
RESPONSE

COMPARISON CHART

CUSTOMER RESPONSE FOR SERVICE

PROVIDED BY RELIANCE

Poor, 89, 56%

Good
Good, 34, 13% Average
Poor

Average, 59,
31%

ANALYSIS: - According to our research out of 192 Reliance customers, 13% of

customer’s response are good, 31% of customers response are average and 56% of
customers response are poor about the service provided by Reliance landline
respectively.

3.4 According to customer service provided by Tata Indicom Landline.

COMPARISON TABLE

~ 30 ~
 RATINGS Good Average Poor TOTAL
CUSTOMER 29 12 61 102
RESPONSE

COMPARISON CHART

CUSTOMER RESPONSE FOR SERVICE

PROVIDED BY TATA INDICOM

Good
Poor, 61, 60% Good, 29, 28%
Average
Poor

Average, 12,
12%

ANALYSIS: - According to our research out of 102 Reliance customers, 28% of

customer’s response are good, 12% of customers response are average and 61% of
customers response are poor about the service provided by Tata Indicom landline
respectively.

4. Customer perception towards clarity of Landline bill operator wise.

4.1 According to the customer of IDEA their landline bill was.

COMPARISON TABLE

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RATINGS VERY CLEAR NOT COMPLICATED TOTAL
CLEAR CLEAR
CUSTOMER 39 192 203 27 461
RESPONSE

COMPARISON CHART

CUSTOMER RESPONSE TOWARDS AIRTEL

LANDLINE BILLS

COMPLICATED
6% VERY CLEAR
18%
VERY CLEAR
CLEAR
NOT CLEAR
NOT CLEAR CLEAR
24% 52% COMPLICATED

ANALYSIS: - According to our research out of 461 IDEA customers, 18% of

customers responded very clear, 52% of customers responded clear, 24% of
customers responded not clear and 6% of the customers responded complicated about
the clarity of bills provided by IDEA landline respectively.

4.2 According to the customer of Bsnl their landline bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 104 397 53 23 577
RESPONSE

~ 32 ~
COMPARISON CHART

CUSTOMER RESPONSE TOWARDS BSNL

LANDLINE BILLS

COMPLICATED
4%
NOT CLEAR VERY CLEAR
9% 18%
VERY CLEAR
CLEAR
NOT CLEAR
COMPLICATED

CLEAR
69%

ANALYSIS: - According to our research out of 577 Bsnl customers, 18% of

customers responded very clear, 69% of customers responded clear, 9% of customers
responded not clear and 4% of the customers responded complicated about the clarity
of bills provided by Bsnl landline respectively.

4.3 According to the customer of Reliance their landline bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 17 86 58 31 192
RESPONSE

~ 33 ~
COMPARISON CHART

CUSTOMER RESPONSE TOWARDS RELIANCE

LANDLINE BILLS

COMPLICATED
16% VERY CLEAR
9%

VERY CLEAR
CLEAR
NOT CLEAR
NOT CLEAR
COMPLICATED
30%
CLEAR
45%

ANALYSIS :- According to our research out of 192 Reliance customers, 9% of

customers responded very clear, 45% of customers responded clear,30% of customers
responded not clear and 16% of the customers responded complicated about the
clarity of bills provided by Reliance landline respectively.

4.3 According to the customer of Tata Indicom their landline bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 9 63 19 11 102
RESPONSE

COMPARISON CHART

~ 34 ~
 CUSTOMER RESPONSE TOWARDS TATA
INDICOM LANDLINE BILLS

COMPLICATED
11% VERY CLEAR
9%

VERY CLEAR
NOT CLEAR
19% CLEAR
NOT CLEAR
COMPLICATED
CLEAR
61%

ANALYSIS: - According to our research out of 102 Tata Indicom customers, 9% of

customers responded very clear, 61% of customers responded clear, 19% of
customers responded not clear and 11% of the customers responded complicated
about the clarity of bills provided by Tata Indicom landline respectively.

5. Customer response for best telecom brand in Landline Department.

COMPARISON TABLE

OPERATORS IDEA BSNL RELIANCE TATA TOTAL

INDICOM
CUSTOMER 423 409 233 135 1200
RESPONSE

~ 35 ~
COMPARISON CHART

CUSTOMER RESPONSE FOR BEST TELECOM BRAND IN

LANDLINE CONNECTIONS

500
423
400
IDEA
209
300 233 BSNL
200 9 135 RELIANCE
TATA
100
0
IDEA BSNL RELIANCE TATA
OPERATORS

ANALYSIS :- :- According to our research out of 1200 respondent we find that

among different Land line operators, maximum number of customers i.e. 432
responds IDEA as the best telecom brand, then comes BSNL with 209 customers,
then RELIANCE with 233 customers and at last TATA INDICOM with minimum
number of customer i.e. 135 as far as best telecom brand respectively.

6. Comparison of prepaid connection provided by different operators.

COMPARISON TABLE

OPERATORS AIRTEL AIRTEL TATA RIM BSNL SMART TOTAL

NUMBER OF 96 93 10 121 94 86 500
CONNECTIONS

COMPARISON CHART

~ 36 ~
 NUMBER OF PREPAID CONNECTION
OPERATOR WISE

140 121
CONNECTIONS

120 AIRTEL
NUMBER OF

96 93 94 IDEA
100 86
80 TATA
60 RIM
40 BSNL
20 10
SMART
0

L
L

T
EA

IM
TA

N
TE

AR
R

BS
TA
ID
R

SM
AI

OPERATORS

ANALYSIS :- According to our research out of 500 customers, we find that among
different prepaid operators, maximum number of customers are using RIM i.e. 121,
then Airtel i.e. 96,then BSNL i.e. 94, then IDEA i.e. 93,then SMART i.e. 86,and then
Tata Indicom with minimum number of customer i.e. 10.

NOTE: - The Sample size of our research is 1200, but for prepaid connection it
decreases to 500, because among 1200 customer only 500 are using prepaid mobile.
7. Monthly revenue generated by different operators in prepaid
Department.
COMPARISON TABLE
OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL
MONTHLY 2,75,480 1,04,12 11,19 1,35,48 1,05,23 96,284 5,59,786
REVENUE 0 5 6 9
IN Rs.
MONTHLY 29.2% 18.6% 2% 24.2% 18.8% 17.2% 100%
REVENUE
IN %

COMPARISON CHART

~ 37 ~
 MONTHLY REVENUE GENERATED BY DIFFERENT
OPERATORS IN PREPAID CONNECTION IN % OF
TOTAL REVENUE
SMART
AIRTEL
17.2%
29.2%

AIRTEL
IDEA
IDEA TATA
BSNL
18.6% RIM
18.8%
BSNL
TATA
SMART
2%
RIM
24.2%

ANALYSIS:- :- According to our research we find that among different prepaid

operators, maximum monthly revenue was generated by AIRTEL with 29.2% out of
total revenue generated, then comes RIM i.e. 24.2% revenue , then comes BSNL with
18.8% revenue , then comes IDEA with 18.6% revenue, then comes SMART with
17.2% revenue , then comes TATA with minimum of 2% revenue out of total
revenue generated respectively.
8. Recharge duration of customers in prepaid connections.

COMPARISON TABLE

RECHARGE LIFE YEARLY SIX MONTHLY WEEKLY TOTAL

DURATION TIME MONTHLY
NUMBER 75 21 56 329 19 500
OF
RECHARGE

COMPARISON CHART

~ 38 ~
 RECHARGE DONE BY CUSTOMER WITH
RESPECT TO TIME PERIOD IN PREPAID
CONNECTION

350 329
CUSTOMERS

300
NUMBER OF

LIFE TIME
250
200 YEARLY
150 SIX MONTHLY
100 75 56 MONTHLY
50 21 19
WEEKLY
0
LY

LY
E

LY

Y
M

KL
TH

TH
R
TI

EA

E
N

N
FE

E
O

O
Y

W
M
LI

M
IX
S

RECHARGE DURATION

ANALYSIS: - According to our research we find that out of 500 prepaid customers,
329 customers are doing recharge on monthly basis, 75 customers are having life time
recharge, 56 customers are doing recharge per six month, 21 customers are using
yearly recharge option and around 19 customers are doing their recharge weekly in
their prepaid mobile respectively.
9. Life time customer in prepaid connection operator wise.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL

NUMBER OF 39 16 5 15 9 11 95
LIFE TIME
USERS

COMPARISON CHART

~ 39 ~
 NUMBER OF LIFE TIME USERS IN PREPAID
CONNECTIONS OPERATOR WISE
SMART
15% AIRTEL
35%
BSNL AIRTEL
12% IDEA
TATA
RIM
BSNL
SMART
RIM IDEA
20% 21%
TATA
7%

ANALYSIS :- According to our research we find that out of 95 life time user of
prepaid mobile, maximum life time prepaid user are from AIRTEL i.e. 35%, then
comes IDEA i.e. 21%, then comes RIM i.e. 20%,then comes SMART i.e. 15%, then
comes BSNL i.e. 12% and then comes TATA with 7 % life time prepaid mobile users
respectively.
10. Comparison of postpaid connection provided by different operators.

COMPARISON TABLE

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL

NUMBER OF 156 129 17 134 122 102 700
CONNECTIONS

COMPARISON CHART

~ 40 ~
 N U M B E R O F P O S T P A ID C O N N E C T IO N S O P E R A T O R W IS E

18 0 162
156
16 0
129 134 A IR TE L
14 0
12 0 ID E A
102
CONNECTIONS
NUMBER OF

10 0 TA TA
80 R IM
60 BSNL
40 17 S M A RT
20
0
AIR T E L ID E A T AT A R IM B S NL S MAR T
OP E R ATOR S

ANALYSIS: - According to our research out of 700 customers, we find that among
different postpaid operators, maximum number of customers are using BSNL i.e.
162, then AIRTEL i.e. 156,then RIM i.e. 134, then IDEA i.e. 129,then SMART i.e.
102,and then Tata Indicom with 17 postpaid customers respectively.
NOTE: - The Sample size of our research is 1200, but for postpaid connection it
decreases to 700, because among 1200 customer only 700 are using postpaid mobile.
11. Monthly revenue generated by different operators in postpaid
Department.
COMPARISON TABLE
OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL
MONTHLY 1,24,625 1,16,27 48,25 1,13,58 1,32,40 90,625 6,25,755
REVENUE 5 0 0 0
IN Rs.
MONTHLY 19.8% 18.6% 7.7% 18.2% 21.2% 14.5% 100%
REVENUE
IN %

COMPARISON CHART

~ 41 ~
 MONTHLY REVENUE GENERATED BY DIFFERENT OPERATORS IN
POSTPAID CONNECTION IN % OF TOTAL REVENUE
SMART
AIRTEL
14.5% 29.8%

AIRTEL
IDEA
TATA
BSNL IDEA
12.6% RIM
21.2% BSNL
SMART

TATA
7.7%
RIM
14.2%

ANALYSIS:- :- According to our research we find that among different postpaid

operators, maximum monthly revenue was generated by AIRTEL with 29.8%out of
total revenue generated, then comes BSNL i.e. 21.2% revenue , then comes RIM with
14.2% revenue , then comes IDEA with 12.6% revenue, then comes SMART with
14.5% revenue , then comes TATA with minimum of 7.7% revenue out of total
revenue generated respectively.
12. Customers perception towards clarity of bill in postpaid connections
operator wise.

12.1 According to the customers of AIRTEL their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 14 93 20 7 134
RESPONSE

~ 42 ~
COMPARISON CHART

CUSTOMER RESPONSE TOWARDS AIRTEL POSTPAID

MOBILE BILLS

COMPLICATED
5% VERY CLEAR
10%

VERY CLEAR
CLEAR
NOT CLEAR NOT CLEAR
10% CLEAR
COMPLICATED
75%

ANALYSIS :- According to our research out of 134 AIRTEL customers, 10% of

customers responded very clear, 75% of customers responded clear,10% of customers
responded not clear and 5% of the customers responded complicated about the clarity
of bills provided by AIRTEL postpaid mobile respectively.

12.2 According to the customers of AIRTEL their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 7 52 31 39 129
RESPONSE

COMPARISON CHART

~ 43 ~
 CUSTOMER RESPONSE TOWARDS IDEA POSTPAID MOBILE
BILLS

COMPLICATED VERY CLEAR

47% 5%

VERY CLEAR
NOT CLEAR CLEAR
24%
NOT CLEAR
CLEAR
COMPLICATED
34%

ANALYSIS :- According to our research out of 129 AIRTEL customers, 5% of

customers responded very clear, 34% of customers responded clear,24% of customers
responded not clear and 47% of the customers responded complicated about the
clarity of bills provided by AIRTEL postpaid mobile respectively.

12.3 According to the customers of TATA INDICOM their postpaid mobile bill was.
COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 1 4 9 3 17
RESPONSE

COMPARISON CHART

~ 44 ~
 CUSTOMER RESPONSE TOWARDS TATA INDICOM POSTPAID MOBILE
BILLS

VERY CLEAR
6%

COMPLICATED
18%
VERY CLEAR
CLEAR
CLEAR
24%
NOT CLEAR
COMPLICATED

NOT CLEAR
52%

ANALYSIS :- According to our research out of 17 TATA INDICOM customers, 6%

of customers responded very clear, 24% of customers responded clear,52% of
customers responded not clear and 18% of the customers responded complicated
about the clarity of bills provided by TATA INDICOM postpaid mobile respectively.
12.4 According to the customers of RIM their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 27 96 27 12 162
RESPONSE

COMPARISON CHART

~ 45 ~
 CUSTOMER RESPONSE TOWARDS RIM POSTPAID MOBILE BILLS

COMPLICATED VERY CLEAR

7% 17%

VERY CLEAR
NOT CLEAR
17% CLEAR
NOT CLEAR
COMPLICATED

CLEAR
59%

ANALYSIS :- According to our research out of 162 RIM customers,17% of

customers responded very clear, 59% of customers responded clear,17% of customers
responded not clear and 7% of the customers responded complicated about the clarity
of bills provided by RIM postpaid mobile respectively.

12.5 According to the customers of BSNL their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 10 118 12 16 156
RESPONSE

COMPARISON CHART

~ 46 ~
 C U STOMER R ESPON SE TOW AR D S BSN L P OSTPAID MOB ILE
B ILLS

C OMPLIC ATED
10% VERY C LEAR
6%
V ERY C LEAR
NOT CLEAR C LEAR
8%
NOT C LE AR
C OMPLIC ATED

CLEAR
76%

ANALYSIS :- According to our research out of 156 BSNL customers,6% of

customers responded very clear, 76% of customers responded clear,8% of customers
responded not clear and 10% of the customers responded complicated about the
clarity of bills provided by BSNL postpaid mobile respectively.

12.6 According to the customers of SMART their postpaid mobile bill was.

COMPARISON TABLE

RATINGS VERY CLEAR NOT COMPLICATED TOTAL

CLEAR CLEAR
CUSTOMER 16 59 19 8 102
RESPONSE

COMPARISON CHART

~ 47 ~
 C U STOMER R ESPON SE TOW AR D S SMAR T POS TPAID MOB ILE
B ILLS

C OMPLIC A TED
8%
VERY C LEA R
V ERY C LEAR
16%
C LEAR
NOT C LEAR
19% NOT C LE AR
C OMPLIC ATED

C LE AR
57%

ANALYSIS: - According to our research out of 102 SMART customers, 16% of

customers responded very clear, 57% of customers responded clear, 19% of
customers responded not clear and 8% of the customers responded complicated about
the clarity of bills provided by SMART postpaid mobile respectively.
13. Customer perception towards service support and signal strength
provided by different operators in Mobility Department.
13.1 Customer perception towards service support and signal strength provided by
IDEA in mobility department.
COMPARISON TABLE

RATINGS Good Average Poor TOTAL

CUSTOMER 740 400 60 1200
RESPONSE

COMPARISON CHART

~ 48 ~
 CUSTOMER RESPONSE FOR SERVICE AND SIGNAL PROVIDED BY
AIRTEL MOBILITY

Poor, 60, 5%

Good
Average, 400, 33% Average
Poor

Good, 740, 62%

ANALYSIS: - According to our research out of 1200 respondents, 62% of customers

response are good, 33% of customers response are average and 5% of customers
response are poor about the service and signal strength provided by IDEA in mobility
department respectively.
13.2 Customer perception towards service support and signal strength provided by
AIRTEL in mobility department.

COMPARISON TABLE
RATINGS Good Average Poor TOTAL
CUSTOMER 660 420 120 1200
RESPONSE

COMPARISON CHART

~ 49 ~
 CUSTOMER RESPONSE FOR SERVICE AND SIGNAL PROVIDED BY
IDEA MOBILITY
Poor, 120, 10%

Good
Average
Poor
Good, 660, 55%
Average, 420, 35%

ANALYSIS: - According to our research out of 1200 respondents , 55% of customers

response are good, 35% of customers response are average and 10% of customers
response are poor about the service and signal strength provided by AIRTEL in
mobility department respectively.

13.3 Customer perception towards service support and signal strength provided by
TATA INDICOM in mobility department.

COMPARISON TABLE
RATINGS Good Average Poor TOTAL
CUSTOMER 450 520 230 1200
RESPONSE

COMPARISON CHART

~ 50 ~
 CUSTOMER RESPONSE FOR SERVICE AND SIGNAL PROVIDED
BY TATA INDICOM MOBILITY

Poor, 230,
19%

Good, 450,
38%
Good
Average
Poor

Average, 520,
43%

ANALYSIS :- According to our research out of 1200 respondents , 38% of customers

response are good, 43% of customers response are average and 19% of customers
response are poor about the service and signal strength provided by TATA INDICOM
in mobility department respectively.

13.4 Customer perception towards service support and signal strength provided by
RIM in mobility department.

COMPARISON TABLE
RATINGS Good Average Poor TOTAL
CUSTOMER 590 512 98 1200
RESPONSE

COMPARISON CHART

~ 51 ~
 CUSTOMER RESPONSE FOR SERVICE AND SIGNAL
PROVIDED BY RIM MOBILITY
Poor, 98,
8%

Good, 590, Good

49%
Average
Average, 512, Poor
43%

ANALYSIS: - According to our research out of 1200 respondents, 49% of customer’s

response are good, 43% of customer’s response are average and 8% of customer’s
response are poor about the service and signal strength provided by RIM in mobility
department respectively.
13.5 Customer perception towards service support and signal strength provided by
BSNL in mobility department.

COMPARISON TABLE
RATINGS Good Average Poor TOTAL
CUSTOMER 460 450 290 1200
RESPONSE

COMPARISON CHART

~ 52 ~
 CUSTOMERS RESPONSE FOR SERVICE AND
SIGNAL PROVIDED BY BSNL MOBILITY

Poor, 290,
24%
Good, 460,
38.3%
Good
Average
Poor

Average, 450,
37.5%

ANALYSIS: - According to our research out of 1200 respondents, 38.3% of

customer’s responses are good, 37.5% of customer’s responses are average and 24%
of customer’s response are poor about the service and signal strength provided by
BSNL in mobility department respectively.
13.6 Customer perception towards service support and signal strength provided by
SMART in mobility department.

COMPARISON TABLE
RATINGS Good Average Poor TOTAL
CUSTOMER 495 550 155 1200
RESPONSE

COMPARISON CHART

~ 53 ~
 CUSTOMERS RESPONSE FOR SERVICE AND
SIGNAL PROVIDED BY SMART MOBILITY
Poor, 155,
13%

Good, 495,
41%
Good
Average
Poor
Average, 550,
46%

ANALYSIS: - According to our research out of 1200 respondents, 41% of customer’s

responses are good, 46% of customer’s responses are average and 13% of customer’s
response are poor about the service and signal strength provided by SMART in
mobility department respectively.

14. Problem faced by the customers in Mobility Department Operator

Wise.
14.1 Problem faced by the customers of AIRTEL mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200

TYPE OF CUSTOMER CALL VOICE AFTER NETWOR BILLIN COVERAGE
PROBLEMS CARE RATES CLARITY SALES K G AREA
SERVICE PROBLEM
NUMBER OF 204 76 99 74 149 437 171
CUSTOMERS

COMPARISON CHART

~ 54 ~
 PROBLEM FACED BY CUSTOMERS OF AIRTEL MOBILITY

CUSTOMER CARE,
COVERAGE AREA, 204, 17% CALL RATES
171, 14%

CUSTOMER CARE

CALL RATES, VOICE CLARITY

76, 6%

AFTER SALES
SERVICE
BILLING,
437, 37% NETWORK PROBLEM

NETWORK BILLING
PROBLEM, VOICE CLARITY,
149, 12% 99, 8%

AFTER SALES COVERAGE AREA

SERVICE,
74, 6%

ANALYSIS :- According to our research out of 1200 respondents we find that 17%
of AIRTEL customers are having problem with customer care, 6% customers are
having problem with call rates, 8% customers are having problem with voice
clarity,6% customers are having problem with after sales service,12% customers are
having problem with network conjection,37% i.e. maximum customers are having
problem with billing and 14% customers are having problem with coverage area.
14.2 Problem faced by the customers of IDEA mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200

TYPE OF CUSTOMER CALL VOICE AFTER NETWOR BILLIN COVERAGE
PROBLEMS CARE RATES CLARITY SALES K G AREA
SERVICE PROBLEM
NUMBER OF 110 310 83 145 84 203 265
CUSTOMERS

COMPARISON CHART

~ 55 ~
 PROBLEM FACED BY CUSTOMERS OF IDEA MOBILITY

COVERAGE AREA, CUSTOMER CARE, CALL RATES

265, 22% 110, 9%

CUSTOMER
CARE

VOICE CLARITY
CALL RATES,
310, 26% AFTER SALES
BILLING,
SERVICE
203, 17%
NETWORK
PROBLEM

BILLING
VOICE CLARITY,
83, 7%
NETWORK COVERAGE
PROBLEM, AFTER SALES AREA
84, 7% SERVICE,
145, 12%

ANALYSIS :- According to our research out of 1200 respondents we find that 9% of

IDEA customers are having problem with customer care, 26% i.e. maximum
customers are having problem with call rates, 7% customers are having problem with
voice clarity,12% customers are having problem with after sales service,7%
customers are having problem with network conjection,17% customers are having
problem with billing and 22% customers are having problem with coverage area.

14.3 Problem faced by the customers of RIM mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200

TYPE OF CUSTOMER CALL VOICE AFTER NETWOR BILLIN COVERAGE
PROBLEMS CARE RATES CLARITY SALES K G AREA
SERVICE PROBLEM
NUMBER OF 315 86 95 227 307 105 65
CUSTOMERS

COMPARISON CHART

~ 56 ~
 PROBLEM FACED BY CUSTOMERS OF RIM MOBILITY

COVERAGE AREA,
65, 5% CUSTOMER CARE

BILLING, CUSTOMER CARE,

105, 9% CALL RATES
315, 26%

VOICE CLARITY

AFTER SALES
NETWORK SERVICE
PROBLEM, CALL RATES, NETWORK PROBLEM
307, 26% 86, 7%
BILLING

VOICE CLARITY, COVERAGE AREA

95, 8%
AFTER SALES
SERVICE,
227, 19%

ANALYSIS :- According to our research out of 1200 respondents we find that 26%
of RIM customers i.e. maximum customers are having problem with customer care,
7% customers are having problem with call rates, 8% customers are having problem
with voice clarity,19% customers are having problem with after sales service,26%
customers are having problem with network conjection,9% customers are having
problem with billing and 5% customers are having problem with coverage area.

14.4 Problem faced by the customers of BSNL mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200

TYPE OF CUSTOMER CALL VOICE AFTER NETWOR BILLIN COVERAGE
PROBLEMS CARE RATES CLARITY SALES K G AREA
SERVICE PROBLEM
NUMBER OF 150 79 286 136 385 117 47
CUSTOMERS

COMPARISON CHART

~ 57 ~
 PROBLEM FACED BY CUSTOMERS OF BSNL MOBILITY

COVERAGE AREA,
CUSTOMER CARE, CALL RATES
47, 4%
50, 13%

CUSTOMER CARE
BILLING, CALL RATES,
117, 10% 79, 7%
VOICE CLARITY

AFTER SALES
SERVICE
NETWORK
VOICE CLARITY, NETWORK
PROBLEM,
286, 24% PROBLEM
385, 31%
BILLING

AFTER SALES COVERAGE AREA

SERVICE,
136, 11%

ANALYSIS:- According to our research out of 1200 respondents we find that 13%
of BSNL customers are having problem with customer care, 7% customers are having
problem with call rates, 24% customers are having problem with voice clarity,11%
customers are having problem with after sales service,31% i.e. maximum customers
are having problem with network conjection,10% customers are having problem with
billing and 4% customers are having problem with coverage area.

14.5 Problem faced by the customers of SMART mobility department.

COMPARISON TABLE SAMPLE SIZE= 1200

TYPE OF CUSTOMER CALL VOICE AFTER NETWOR BILLIN COVERAGE
PROBLEMS CARE RATES CLARITY SALES K G AREA
SERVICE PROBLEM
NUMBER OF 209 93 101 189 225 95 298
CUSTOMERS

COMPARISON CHART

~ 58 ~
 PROBLEM FACED BY CUSTOMERS OF SMART MOBILITY

CUSTOMER CARE, CUSTOMER CARE

209, 17%
COVERAGE AREA,
298, 24% CALL RATES

CALL RATES, VOICE CLARITY

93, 8%
AFTER SALES
SERVICE
BILLING, VOICE CLARITY, NETWORK
95, 8% 101, 8% PROBLEM
BILLING

COVERAGE AREA
NETWORK AFTER SALES
PROBLEM, SERVICE,
225, 19% 189, 16%

ANALYSIS:- According to our research out of 1200 respondents we find that 17%
of SMART customers are having problem with customer care, 8% customers are
having problem with call rates, 8% customers are having problem with voice
clarity,16% customers are having problem with after sales service,19% customers are
having problem with network conjection,8% customers are having problem with
billing and 24% i.e. maximum customers are having problem with coverage area.

15. Brand comparison among different mobile operators including both

Prepaid and postpaid Department.

COMPARISON TABLE SAMPLE SIZE=1200

OPERATORS AIRTEL IDEA TATA RIM BSNL SMART HUTCH

CUSTOMER 276 170 72 246 182 121 120
RESPONSE

COMPARISON CHART

~ 59 ~
 BRAND COMPARISON AMONG DIFFERENT MOBILE OPERATORS

300 276
246 AIRTEL
250
IDEA
200 182
120 TATA
170
150 121 RIM
100 BSNL
72 SMART
50
HUTCH
0
SMART
AIRTEL IDEA TATA RIM BSNL HUTCH
OPERATORS

ANALYSIS :-According to our research we find that out of 1200 customers , most of
the customer i.e. 276 has chosen AIRTEL as the best brand among different mobile
operators, then comes RIM with 246 customers, then comes BSNL with 182
customers, then comes IDEA with 170 customers, then comes SMART with 121
customers, then comes HUTCH with 120 customers and at last comes TATA
INDICOM with only 72 customers.

16. Comparison of customers using both postpaid as well as prepaid

Mobile service of the same operator.

COMPARISON TABLE
OPERATORS AIRTEL IDEA TATA RIM BSNL SMART TOTAL
PREPAID 96 93 10 121 94 86 500
USERS
POSTPAID 134 129 17 162 156 102 700
USERS

~ 60 ~
COMPARISON CHART

NUMBER OF CUSTOMERS USING POSTPAID AND PREPAID

MOBILE OF SAME OPERATOR

300

250
NOS. OF CUSTOMERS

200 162

156
134 129 POSTPAID USERS
150
102 PREPAID USERS

100

121
50 96 93 94 86
17
0 10
AIRTEL IDEA TATA RIM BSNL SMART
MOBILE OPERATORS

ANALYSIS :- According to our research we find that in both prepaid and postpaid
mobile maximum number of customers are taking the service of RIM, then comes
BSNL, then comes AIRTEL, then comes IDEA, then comes SMART and finally
comes TATA INDICOM , this rating is done by taking both prepaid and postpaid
connection as a whole.
17. Comparison between Landline and Mobility departments in terms of
their number of connections.

COMPARISON TABLE

TELECOM LANDLINE MOBILITY TOTAL

DEPARTMENTS
NUMBER OF 1332 1200 2532
CUSTOMERS
IN % 52.6% 47.4% 100%

~ 61 ~
COMPARISON CHART

C OMPAR ISON B ETWEEN LAN D LIN E AND MOB ILITY IN TERMS OF THEIR
N U MBER OF C ON NEC TION S

1400 1332
1200
1200
NO. OF CONNECTIONS

1000
800
600
400
200
52.60% 47.40%
0
LANDLINE MOBILITY
TELEC OM DEPAR TMEN TS

ANALYSIS :- According to our research we find that out of our sample size,52.6%
are landline connections and 47.4% are mobility connection in Raipur city. So number
of landline connections is more than that of mobile connections.

18. Comparison between Landline and Mobility in terms of monthly

Revenue generated by them.

COMPARISON TABLE

TELECOM LANDLINE MOBILITY TOTAL

DEPARTMENTS
MONTHLY 18,91,928 11,85,541 30,77,469
REVENUE IN Rs.
IN % 61.5% 38.5% 100%

COMPARISON CHART

~ 62 ~
 COMPARISON BETWEEN LANDLINE AND MOBILITY IN TERMS OF MONTHLY
REVENUE GENERATED BY THEM

MOBILITY
REVENUE,
Rs.11,85,541
38.50%
LANDLINE

MOBILITY

LANDLINE
REVENUE,
Rs.18,91,928
61.50%

ANALYSIS :- According to our research, by comparing landline and mobility in

terms of their monthly revenue, we find that maximum revenue was generated by
landline department i.e. Rs.18,91,928 which was 61.5% of the total revenue where as
mobility department generates monthly revenue as Rs.11,85,541 which was 38.5% of
the total revenue. So landline department generates more monthly revenue than
mobility department because they have more number of connections then mobility.

19. Comparison of level of customer using single as well as multiple

Operators in mobility.

COMPARISON TABLE

NUMBER OF ONE MULTIPLE TOTAL

OPERATORS OPERATOR OPERATORS
NUMBER OF 876 324 1200
USERS
IN % 73% 27% 100%

COMPARISON CHART

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 C OMP AR IS ON OF LE V E L OF C U S T OME R S U S IN G S IN GLE AS W E LL AS
MU LTIP LE OP E R ATOR S IN MOB ILITY

1000 876
800 ONE
NO. OF CUSTOMERS

OP E RA TOR
600

400 324
M ULTIP LE
200 OP E RA TORS

0
O NE O PER ATO R MULTIPLE O PER ATO R S
NO . O F O P ER AT O RS

ANALYSIS: - According to our research we find that out of 1200 mobile customers,
876 i.e. 73% customers are using only single mobile operator and 324 i.e. 27%
customers are using more than one mobile operators.
20. Comparison of number of connections in different segments of the
Telecom market.

COMPARISON TABLE
SEGMENTATION CORPORATE SME RETAILER TOTAL
OF TELECOM
MARKET
NUMBER OF 132 288 780 1200
CONNECTION
IN % 11% 24% 65% 100%

COMPARISON CHART

~ 64 ~
 SEGMENTATION OF TELECOM MARKET

900
65%
800
NO. OF CONNECTIONS

700
600
500
780
400 24%
300
200 11%
288
100 132
0
CORPORATE SME RETAILER
TELEC OM SEGMENTS

ANALYSIS :- According to our research we find that the telecom market is divided
into three segments and they are corporate segment, small and medium scale
enterprises (SME) segments and retail segment. So as per our sample size i.e. 1200,
we find that 132 i.e. 11% connections are occupied by corporate segment, 288 i.e.
24% connections are occupied by SME segment and maximum 780 i.e. 65%
connections are occupied by retail segment.

~ 65 ~
 CHAPTER – IV

MAIN FINDINGS, CONCLUSION

MAIN FINDINGS
1. Among different Landline operators at Raipur city, Idea is having
minimum number of landline connection i.e. 34.6%, and Bsnl comes in first
position with 48% Landline connections as compare to other landline operators.

2. In MOBILE connections maximum monthly revenue was generated by

Airtel with 30% of the total MOBILE revenue generated by all the operators.
IDEA hold the second position with 27% monthly revenue.

3. In CELLULAR department IDEA provide best service as compare to

other CELLULAR operators at Raipur city.

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4. As far as clarity of POSTPAID bills is concerned, IDEA provide the
most clear POSTPAID bill and AIRTEL comes in SECOND position as compare
to other CELLULAR operators.

5. The best telecom brand in CELLULAR department at Raipur city is

IDEA because of its service, then in second position comes AIRTEL third
position is carried by Reliance and at fourth position comes BSNL. .

6. Among different prepaid mobile operators at Raipur city, Rim is

having maximum number of prepaid users and IDEA comes in second position
with prepaid users as compare to other prepaid mobile operators.

7. In Prepaid mobile connection maximum monthly revenue was

generated by AIRTEL with 30% of the total prepaid revenue generated by all the
operators. IDEA hold the second position with 27% monthly revenue.

8. As far as life time prepaid customers is concerned, Airtel is having

maximum life time prepaid customers among different prepaid mobile operators
at Raipur city.

9. According to our research we find that, Among different Postpaid

mobile operators at Raipur city, Airtel is having maximum number of Postpaid
mobile users i.e. 23%, and then in second position comes Bsnl with 22% users and
Rim hold the third position with 19% Postpaid users as compare to other Postpaid
mobile operators.

10. In Postpaid mobile connection maximum monthly revenue was

generated by Airtel with 21.2% of the total postpaid monthly revenue generated
by all the operators. Then in second position comes Bsnl with 19.8% monthly
revenue and Rim hold the third position with 18.2% monthly revenue as compare
to other postpaid mobile operators.

11. As far as clarity of postpaid mobile bills is concerned, Airtel provide

the most clear postpaid mobile bill, then Rim in second position followed by Bsnl
in third position as compare to other postpaid mobile operators.

~ 67 ~
 12. Among different mobility operators, Airtel provide the best Service
support and signal strength where as Bsnl provide the poor service support and
signal strength as compare to other mobility operators.

13. The customers of Airtel mobility are having the main problem of
Customer care service, Clarity of bills and less coverage area in some areas.

14. Best telecom brand in mobility according to customers of Raipur is

Airtel.

15. In Raipur city the Percentage of landline connections is 52.6% where

as that of mobile connections is 47.4%.

16. In Raipur city monthly revenue generated by Landline connection is

Rs.18, 91,928 i.e. 61% and that of Mobility is Rs.11, 855, 41 i.e. 39% of the total
telecom revenue.

17. According to our research we find that in Raipur city 27% of mobile
users are using multiple operators and 73% of mobile users are using single
operator.

18. Scheme and tariff plans are frequently changed by Airtel mobility with
out prior and proper information and new scheme should not be properly given to
customers.

19. As far as Segmentation of telecom market is concerned, there are 11%

corporate connections, 24% SME connections and 65% Retail connections.

20. According to our research we find that in some parts of Raipur city
there is very weak network and Coverage of Airtel and these areas are Dindayal
upadhya nagar, Hirapur, Urla industrial area and siltara industrial area.

CONCLUSION

The main objective of my research project “An Analytical study of Telecom

Market with special reference to IDEA at Raipur” was to find out the actual position
of Telecom Market including at Raipur city, actual position includes number of

~ 68 ~
CELLULAR connection held by different operators, revenue generated by different
operators in mobility , customer preference among different telecom operators, Brand
comparison, Customers perception towards service, signal strength, billings, customer
care service provided by different operators and Segmentation of Telecom market etc.
After analyzing data I can say the actual position of Telecom Market at Raipur city.

The actual position of telecom market is that Landline connection of BSNL is

more than any other operators and AIRTEL occupy Second position; Maximum
monthly landline revenue is generated by BSNL; in landline department AIRTEL
provide best Service than any other operators; According to Telecom users of Raipur
the best Telecom Brand in Landline department is AIRTEL.

The actual position of Prepaid telecom market is that, Prepaid customers of

RIM is more than any other operators and IDEA occupy Second position; Maximum
monthly Prepaid revenue is generated by RIM; IDEA is having maximum life time
prepaid customers.

The actual position of Postpaid Telecom market is that, Postpaid Customers of

AIRTEL is more than any other operators and IDEA is in Second position. .
Maximum monthly Postpaid revenue is generated by IDEA and it also provide most
clear postpaid mobile bill than any other operator and in this IDEA is in second
position. According to Telecom users of Raipur the best Telecom Brand Mobility
department is IDEA because of its service, products, Network etc.
The Telecom market of Raipur is segmented into three Categories and they are
Corporate, SME and Retail, where Retail segment consist of maximum number of
connections then SME segment and finally corporate segments.

Although IDEA is best Telecom Brand but they have to improve the billing,
Customer care service, Coverage area to be remains at the top and maintain their
position. By improving all the drawbacks their Customers will increase and as a result
the number of connection also increases which ultimately leads to increase in their
Telecom Revenue.

~ 69 ~
CHAPTER – V

~ 70 ~
LIMITATIONS AND SUGGESTIONS

LIMITATIONS

~ 71 ~
During conducting this research, I came across the following limitations:-

1. The research period was very short to carry out the study.
2. Some times the respondents are not available at their place.
3. Some of the respondents refuse to give the important information best known
to them.
4. Most of retailers were busy with their customers.
5. Most of retailers’ shops were closed between 1pm to 5 pm.
6. I had got to go in sun and rain for data collection.
7. Doing a survey is very expensive for anybody.
8. I also faced transportation problems.

However in spite of these limitations all efforts have been put to make the
report correct, effective, genuine and fulfilling all the objectives of the Project report.

SUGGESTIONS

1. Though IDEA is one of the best telecom Brand but they have to
improve their landline and mobile bills in terms of clarity.

2. IDEA has to improve and increase coverage area in industrial area of

Raipur to capture more market share in telecom sector.

~ 72 ~
 3. IDEA has to improve Customer care Service, so that they can provide
better Service to Customers.

4. They should provide proper information to their customers about the

tariff plan and new scheme and in time.

5. As compare to RIM, IDEA also launch a recharge with unlimited and

free talk time. So as to give tough competition to other operators in mobility.

6. Top Up recharge should be come in Paper recharge.

7. As compare to other mobile operators IDEA should also Launch an

Scheme in they provide CDMA connections along with hand sets to give tough
competition to other operators in mobility and capture some part of that market, it
will increase their level of profit and provide variety in IDEA mobility.

8. Visibility should be increased by hoardings, Glow shine boards and

signage in the City, Industrial and Tribal areas, So that they can increase their
market shares in the Telecom market.

9. Tower should be established in Hirapur , Siltara and urla industarial

Area.

10. Rental of hello tune should be reduced.

11. Focus on Value added services like hello tunes, edge etc.

12. Roaming rental and outgoing rates in roaming should be reduced.

13. Customer executive should give correct information of the particular

telecom product, so that customer should be aware of each and every thing related
to that product.

14. More retail and C.E. education are required because schemes of IDEA
changed day by day.

15. Payout or claim should be given with in 15 days.

16. Wrong E-recharge claim should be settled within 3 days because AIRTEL and
Rim Settle with in 3 days.

~ 73 ~
~ 74 ~
 ANNEXTURE

ANNEXTURE-I
AWARDS

1. Consecutively for two years 2007 and 2008, IDEA has been voted as the Best
Cellular Service in the country .

2. The Golden Peacock National Training Award for excellence in Training practices-

~ 75 ~
2008. .

ANNEXTURE-II
FACT SHEET

Name Bharti Airtel Limited.

Business Provides mobile, broadband & telephone (fixed line) and

Description enterprise services (carriers & services to corporate)

Established July 07, 1995, as a Public Limited Company

Proportionate RS 369,615 million (year ended March 31, 2009-Audited)

~ 76 ~
 Rs. 270,250 million (year ended March 31, 2008-Audited)
Revenue
As per US GAAP Accounts

Rs. 151,678 million (year ended March 31, 2009 - Audited)

Proportionate
Rs. 113,715 million (year ended March 31, 2008 - Audited)
EBITDA
As per US GAAP Accounts

Shares in Issue 1,898,239,796 as at March 31, 2009

The Stock Exchange, Mumbai (BSE)

Listings
The National Stock Exchange of India Limited (NSE)

MarketCapitalisation

(asonMay15,2009)
Market
Approx.Rs.1,518billion
Capitalisation

Closing BSE share price = Rs. 799.80

93,923,248 GSM mobile and 2,726,239 Telemedia Customers

Customer Base
(status as on March 31, 2009)

Provides GSM mobile services in all the 22 telecom circles in

India, and was the first private operator to have an all India
Operational
presence.
Network
Provides telemedia services (fixed line) in 95 cities in India.

Registered Office
Bharti Airtel Limited

~ 77 ~
 (A Bharti Enterprise)
Aravali Crescent,
1, Nelson Mandela Road,
Vasant Kunj, Phase II,
New Delhi – 110 070, India

Tel.No.: +91 11 4266 6400

Fax No.: +91 11 4166 6137

Annexure III

DISTRIBUTION MODEL OF AIRTEL

Every Company has their own Distribution Model. This model tells us how
companies work. Means how they appoint distributor, what is the distribution
channel, what is their business procedure, how they track the sales; how they segment
the area, etc. the distribution model helps to know the entire above Question’s answer.
Distribution model of Airtel is very strong that is why they provide fast services.

~ 78 ~
 Distribution Channel of Airtel

The distribution channel performs the work of moving goods from producer to
consumers. Channels normally describe a forward movement of products from source
to user in proper time. It includes distributors, wholesalers, retailers and agents. The
distribution channel of Airtel includes production house, circle office, zonal offices,
distributors, customer executives (field workers) retailers and consumers.

~ 79 ~
 Production house is that place where the products & service are
Production produced and distributed to 23 Circle Office.
House

There are 23 Telecom Circles in India where Airtel gives the

services of Mobility. Circle office gets products and services from
Circle Office Production House.

Each circle office is divided into zonal offices. There are 5 zonal
offices in M.P. /C.G. and at present Raipur is the Zonal Office of
Zonal Office Chhattisgarh.

Distributors are that person or firm who take the

agency or franchisee of Airtel product for a specific
defined area. Zonal offices send good to their
Distributors distributors. And there are 2 distributors in Raipur
Zonal Office.

Customer
Executives
Customer Executive is a person who
takes the stock from distributor and sells
it to market or retailers.

Retailers
Retailers are that person or firm or shop that take the
stock from their customer executive and sell it to
consumers and customers.

Consumers

Consumers are that person who are using the services of Airtel and takes
the goods from the retailers.
• Production House: - Production house is that place where the products & service
are produced and distributed to 23 Circle Office. Production house of Airtel is

~ 80 ~
 situated in Noida (U.P.). Production house sends goods, stocks to each circle
office.
• Circle office: - There are 23 Telecom Circles in India where Airtel gives the
services of Mobility. Circle office of M.P. /C.G. is situated in Indore. Production
house sends goods to Indore circle office.
• Zonal office: - Each circle office is divided into zonal offices. There are 5 zonal
offices in M.P. /C.G. and Raipur is one of them. And Raipur is the Zonal office of
Airtel in Chhattisgarh. Circle office of Indore sends stock to Raipur Zonal Office.
• Distributors: - Distributors are that person or firm who take the agency or
franchisee of Airtel product for a specific defined area. Raipur area divided into
two parts and there are 2 Distributors named as Shyaan Communication and
Deepak Electronic. Zonal Offices send good to their distributors.

• Customer Executive: - Customer Executive is the person who represents

company on the behalf of Distributor in the market. They are that person who
takes the stock from distributor and sell it to market or retailers. There are 7
Customer Executives in Raipur out of these there are 3 Customer Executives in
my Research area.

• Retailers: - Retailers are that person or firm or shops who are authorized to sell
Companies products and provide services. Retailers take the stock from their
customer executive and sell it to consumers / customers. There are more than 500
retailers in Raipur and out of that 296 comes under my research area.

• Consumers: - Consumers are that person who are using the services of Airtel and
takes the products from the retailers.

~ 81 ~
 ANNEXTURE-IV

QUESTIONNAIRE
(TELECOM SURVEY)

Title: - " An Analytical study of Telecom Market with Special Reference to AIRTEL
at Raipur (C.G)".

Researcher
Sandeep Bajaj
Disha college
Raipur (C.G)

NOTE: - Data collection is only for the academic purpose.

1. Name of Organization / Person: ________________________________________

_________________________________________

2. Address: _________________________________________

_________________________________________

3. Number of Employees: Contractual [ ] Full Time [ ]

4. Number of Landline Connection: ___________________ L L Revenue [ ]

5. Number of Landline Connection: COCP [ ] EOCP [ ] EOEP [ ]

6. Existing Mobile Operators: AIRTEL [ ] BSNL [ ] IDEA [ ]

SMART [ ] RIM [ ] TATA

[ ]

7. Average monthly bills amount: _______________________________________

8. Clarity of Mobile bills: Very Clear [ ] Clear [ ]

Not Clear [ ] Complicated [ ]

9. Mobile plan /scheme using: _______________________________________

~ 82 ~
10. If you are Prepaid User:

Company _________________________________________

Using since __________________________________________

Recharge Duration ________________________________________

Recharge Amount ________________________________________

11. Service Support: Good [ ] Average [ ] Poor [ ]

12. Signal Strength: Good [ ] Average [ ] Poor [ ]

13. What kind of problem you generally face?

_________________________________________________________________

_________________________________________________________________

14. Would you like to shift to another operator? (Please Specify Reason).

_________________________________________________________________

_________________________________________________________________

15. Which is the Best Telecom Brand and Why?

_________________________________________________________________

_________________________________________________________________

16. Any Suggestion for betterment of services for your mobile operator?

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

~ 83 ~
BIBLIOGRAPHY

BIBLIOGRAPHY

~ 84 ~
Bibliography includes references, books, magazines, web sites and newspapers that
are used during any research. I used following bibliography during my research
project.

1. Books

• Kothari, C.R., Research Methodology, New Delhi, New Age International

Ltd.
• Kotler Philip, Marketing Management, 2003 Edition, “New Delhi”, prentice
hall of India.

2. Magazines

• Tele.Net February edition.

• Voice Data March edition.

~ 85 ~
WEBLIOGRAPHY

WEBLIOGRAPHY

~ 86 ~
Webliography includes web sites that are used during any research. I used following
Webiography during my research project.

INTERNET
• www.bharti.com.
• www.airtel.in.
• www.google.co.in
• www.airtelworld.com.
• www.coai.in.
• www.auspi.com.
• www.wikipedia.org.

~ 87 ~