A SEMESTER PROJECT REPORT ON

COMPARATIVE STUDY OF VODAFONE AND

AIRTEL TELECOM SERVICES
For the partial fulfillment of the degree of Master of Business Administration

GUIDED BY Mr. Fawad Ali Khan Department Of Business Management FACULTY OF MANAGEMENT AND RESEARCH SUBMITTED BY Mohd Ismail Khan MBA (MARKETING) Roll No. 1000122064 M.B.A First Year SESSION 2010-2011

INTEGRAL UNIVERSITY, . Kursi Road, Lucknow

FACULTY OF BUSINESS MANAGEMENT INTEGRAL UNIVERSITY

Dasauli, Kursi road Lucknow:226026

CERTIFICATE
This is to certify That Mr. Mohd Ismail Khan, a student of MBA 1st Year has completed the project report on COMPARATIVE STUDY OF VODAFONE AND AIRTEL TELECOM SERVICES under my guidance and supervision. The behavior of the student was found to be highly appreciable and satisfactory. I wish him/her all the best for his/her future.

Supervisor (Mr.Fawad Ali Khan)

Facculty of Business Management Integral University,Lucknow

ACKNOWLEDGEMENT

Accomplishment of tasks and objective is achieved by guidance and blessings of elders, teachers, nears and dears and of course by the grace of Almighty. It is a great opportunity for me to register my acknowledgements to all of them. It has been a profound privilege for me to have an opportunity to work under Mr. Fawad Ali Khan Faculty of Management & Research . I wish to Acknowledge my deep sense of gratitude to all, faculty of MBA Department for accomplishment of this project report as well as for every sphere pertaining to successful completion of this course. Finally, I pay my regards to all, who directly or indirectly helped in collection, compilation, editing and other related works for accomplishment of this project study. Thanking You,

With Sincere Regards Mohd Ismail

CONTENTS:-

Serial No.

Page No.

1. Introduction 2. Executive Summary 3. Company Profile Airtel Vodafone 4. Objective of study 5. Research methodology 6. Data Analysis 7. Findings 8. Limitations 9. Conclusion 10. Recommendations 11. Annexure 12. Bibliography

1-11 12-15 16-36 17-28 29-36 37-38 39-45 46-58 59 60 61-62 63-64 65-68 69-70

TELECOM HISTORY SINCE 1842 TILL NOW..

With the dramatic changes in interpersonal communication over the past decade, Internet messaging has emerged as the primary medium for transferring information quickly, inexpensively, and reliably. However, the growing popularity of wireless telephones has added another dimension to the communications equationmobility. As more Indians rely on cellular communication, this market is expected to see explosive growth over the forecast period.

Lets have a review of telecommunication History:-

Telecom history 1842: Wireless by conduction 1843: Early electromagnetic research, wireless by induction 1865: Induction and Dr. Loomis

Early radio discoveries 1879: D.E. Hughes and the first radio-telephone reception 1880: The photo phone and the first voice radio-telephone call 1880 to 1900: Radio development begins in earnest
6

1910:The first car-telephone 1924: The first car-mounted radio-telephone 1937: Early conventional radio-telephone development The modern era begins 1946: The first commercial American radio-telephone service 1947: Cellular systems first discussed 1948: The first automatic radio telephone service 1969: The first cellular radio system 1973: The Father of the cell phone 1978: First generation analog cellular systems begin 1980: Growth of Japanese cellular development 1981: NMT -- the first multinational cellular system 1982: The rise of GSM 1990: North America goes digital: IS-54

Trends in Mobile Communications

The

growth

and

penetration

of

sophisticated

digital

communication systems, infrastructures, and services, has been increasing constantly over the last decade. Examples of these services are the Internet, electronic mail, multimedia, pagers, PDA's, and mobile telephony. From marginal penetration 15 years ago, these systems and services are becoming a commodity in both professional and consumer markets worldwide. The developments in these fields are still going strong. In particular, rapid advances - both in technology and services - can currently be observed in wireless and mobile systems that support the communication of different media, such as data, speech, audio, video and control. Current wireless network and mobile phone services roll-out is centered around four available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning systems. The wireless application protocol (WAP), initially carried by second generation GSM and in the future by third generation UMTS wireless networks, will turn the mobile phone into a networked smartphone capable of low to will medium allow data for rate Internet data

functionalities.

Bluetooth

short-range

communication between consumer appliances in a domestic

8

environment. Positioning systems will become integral part of mobile phones such that services can be made dependent on the location of the user in the network. When projecting the progress in mobile networks and services into the future, three developments are of importance. In the first place, we can observe that more and more mobile phonelike devices start to include accessories such as a small keyboard, a display, and a speech interface. Such communication and information-oriented systems are emerging as hybrids between the mobile phone and the wireless laptop personal computer. With higher bit rates supporting more advanced services, the integration of the personal computer and personal communication devices will be pushed even further. In the second place, we observe that computing resources are becoming ubiquitously - that is everywhere and at all time available. We will soon live in an environment that supports us by providing ubiquitous Computing for a wide variety of tasks and services. Daily life consumables, durable products and services already contain an ever-increasing number of sensors, actuators, processing units, and (embedded) software. The

personal computer has entered daily life as a necessary commodity, and the development of sophisticated communication systems in today's society relies heavily on the availability of computation resources. Finally, we observe that communication and computing is becoming increasingly personal. The device (and therefore the user) is always on-line, the user is identifiable, the device can be personalized, and the system knows about the users position.

Cellular Mobile Pricing Structures and Trends

Successful growth and diffusion of mobile communication services is focusing greater attention on how mobile relates to fixed networks. Accordingly, it is necessary for regulatory authorities to review current frameworks in those instances where regulation might impede the offering of certain pricing structures, such as calling party pays. This issue is critical in putting fixed and mobile networks on an equal footing, so the potential for competition between networks can be exploited.
10

Testing the demand for new pricing structures can be left to the market. Successful growth and diffusion of mobile

communication services is focusing greater attention on how mobile communication relates to the Internet and electronic commerce. This report reviews and benchmarks the pricing of emerging services such as short message services. These services are the harbingers of? third generation? information services over mobile networks, and policy makers need to review current regulatory competition frameworks in the to enhance provision pricing of innovation these and

services.

11

Individual customization
An important trend in our society is agility or mass individualization. Consumer behavior is much more volatile, much less predictable and increasingly concerned with instant gratification. The expectation is that in due course this trend towards individualization will become a more important factor in the emerging markets too, particularly in the urban areas. As well as setting quality standards for products, this attitude also demands delivery at the right time and in the right place. At any moment, wherever the consumer may be, it has to be possible to satisfy his or her requirements; it is a question of the consumer as a "moving target" and how we can increase our chances of "scoring a hit". In modern thinking about categories of consumers, every consumer has something of this instant consumer in his or her make-up, alongside other possible descriptions, such as

"rational", "social" and "responsible". What's more, this can vary according to the product category. One moment, moreover, this instant consumer will be demanding products on the basis of flavor, convenience or cheapness, and in the next breath will be
12

voicing concerns about the environment, animal welfare or his or her own health. The likelihood is that in the long term health, the environment and animal welfare will be significant factors in the concept of quality, as safety already is. Changes in consumption patterns are an important factor in this development. While the retail trade is evolving from supermarket to household service provider in response to mass individualization, consumers are increasingly also obtaining their food through other outlets: company canteens, take-away meals, snack bars, old people's homes etc. "Young couples" in Europe are rapidly moving towards the situation that already exists in the United States, where 50% of the food consumed is prepared outside the home. This places different demands on products in terms of keeping qualities (shelf life), convenience and

presentation. Consumer-driven technology development These trends in the market and among consumers generate a demand for a more differentiated and more rapidly changing product range and also call for a different approach to technology development (dedicated production systems). In the future there
13

will have to be product development that takes the dynamic of the market and the divergent wishes of the consumers as its starting point and uses the technologies of the future:

biotechnology, separations technology, sensor technology and modern information technology (IT). To achieve this, product development will have to be tackled in a more structured way, and knowledge deriving from different areas of research will have to be integrated more effectively. The development of sensor technology in the agro sector, for instance, requires the integration of materials technology, biotechnology and process technology. New scientific developments also provide interfaces through which the sector may respond to wishes relating to health: both the information about genetic aspects and the new insights into bioactive components - substances that, in low concentrations, affect human health - offer interesting prospects of made-to-measure food! In the future, "made-to-measure food" will also mean "food produced in a way that the public finds socially acceptable". Such aspects as the environment, animal welfare etc. will play a major role. This will have to be specifically taken into account in the development of technology.
14

From chains to flexible networks

As well as imposing requirements in terms of technology development, trends such as mass individualization call for a responsive answer to a sharply fluctuating market demand. This places considerable demands on the organization of agricultural production chains. The full vertical integration of links in a chain can mean a loss of flexibility. It would appear to be more efficient to opt for a continuation of the development of the chain concept; leading to responsive networks that combine the advantage of coordination with the flexibility of more loosely linked

organizations. These independent organizations work closely together in the flow of goods along the chain in order to achieve the desired "customer value" at the lowest possible cost.

15

16

EXECUTIVE SUMMARY

Profile of: Mr. Sunil Mittal, Executive Director and Chief Executive Officer Airtel Mobile Communications Ltd.

Mr. Rajan Swaroop is a qualified professional with over 21 years of working experience in Automotive, Telecom and IT industries.

Mr. Swaroop is a graduate of Mechanical Engineering from IIT Delhi and Post Graduate in Management from Indian Institute of Management, Ahmedabad.

In the last 9 years in Escorts, he has handled various roles including Head of Strategic Planning and Investment at

Corporate Office. He was the Director & CEO of Telecom Equipment manufacturing company, Escorts Communications Limited and currently as CEO of a set of Internet Services Companies Airtel Limited.

Whilst in the strategy role, Mr Swaroop was involved in setting up of Airtel; in Escorts Communication, he was involved
17

in a turn around; whilst in Airtel, four new businesses were set up. Prior to Escorts, Mr Swaroop spent six years in operating roles with automotive and light engineering company like MICO (subsidiary of Robert-Bosch) and Metal Box. Another six years was spent in the IT Industry with Computer Point, where he was responsible for business development, marketing and subsequently, as a profit center head. During these years, he has also been associated with education exchange programs with international business

schools such as Kellogg's Business School, North Western University and Georgetown University, New York. He is interested in reading, gardening, listening to music etc. His wife, Poonam has been in advertising and marketing field for 15 years with leading advertising companies and currently involved in supporting some social service organisations.

18

Profile of: Mr. Rajan Dutta, Chief of HR & TQM Mr. Rajan Dutta is an Economics Honours Graduate and an MBA. He has also done Post Graduate Diploma in HRD from Ahmedabad and in Training & Development from ISTD, Delhi. A specialist Trainer, Job Evaluator & Total Quality Management facilitator, Mr. Dutta of has the successfully HR & TQM introduced interventions he has and in

implemented organizations

some and

professional

bodies

that

been

associated with. He has held senior level positions during his last 20 years of work in companies like Vam Organics, Modi Xerox and RPG Group where he was the Group Vice-President-HR He is currently the Chief of HR & TQM in Airtel Mobile Communications Ltd. Mr. Dutta is the Chairman of National Centre for Quality Management (NCQM) Delhi, Executive

Committee Member of Delhi Management Association. He was the past President of National HRD Network-Delhi and currently the Board Member of HRD Network, National Chapter. He is also a member and speaker to various HRD Committees like CII, FICCI, ASSOCHAM, AIMA and several other professional and

educational institutions in India and abroad.

19

20

AIRTEL
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti 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. Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros and more than 7 million satisfied customers.

21

VISION: To make mobile communications a way of life and be the customers' first choice.

MISSION: We will meet the mobile communication needs of our customers through: Error- free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions CORE VALUE: We will delight our customer with our simplicity, speed & innovation. We will honours our commitment.

22

 We will follow the highest standard of professional integrity & behaviour. We will respect individual, build winning teams and lead by example. We will create a fun filled and friendly workplace.

Airtel Mobile Communications Limited

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-Ventures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of 7.42 million total customers, which constitute, 6.76 million mobile and 657,000 fixed line customers, as of April 30, 2004.

Bharti Tele-Ventures vision for its mobile business is To make mobile communications a way of life and be the customers first choice.
23

The mission is to meet the mobile communication needs of the customer through 1) error free service 2) Innovative products and services and 3) cost efficiency. The Companys strategic objective is to consolidate its leadership position amongst the mobile service providers in India. The Indian mobile market, according to the COAI, has increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 29.21 million subscribers as of June 30, 2004. Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8% as of June 30, 2004, is significantly lower than the average mobile penetration rate in other Asian and international markets. The number of mobile subscribers in India is expected to show rapid growth over the next four years. By 2006 it is projected at 50 million by COAI and 44 million by Gartner. Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: Lower tariffs and handset prices over time;
24

Growth in pre-paid customer category; Greater economic growth and continued development of India's economy; Higher quality mobile networks and services; and Greater variety and usage of value added services. Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in all the twenty-two telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited. As of June 30, 2004, approximately 92% of India's total mobile subscriber market resided in the Company's sixteen mobile circles, which collectively covered only 56% of India's land mass. MOBILE STRATEGY Capture maximum telecommunications revenue potential with minimum geographical coverage to maximise its revenues and margins.

Build high quality mobile networks by deploying state-ofthe-art technology to offer superior services.

25

Use the experience it has gained from operating its existing mobile networks to develop and operate other mobile networks in India and to share the expertise across all of its existing and new circles.

Attract and retain high revenue generating customers by providing competitive tariffs, offering high quality customer support, packages proactive across retention all of programs its and roaming circles.

mobile

Provide affordable tariff plans to suit each segment of the market with a view to expand the reach, thereby increasing the mobile customer base rapidly.

26

Some services which we are providing:

SMS Astrology Music Messaging Ring tones Dial-a-Ring tone Logos Blinking SMS Flash SMS Jokes Love Logos Caller Line Identification

Voice Mail Itemised Billing Inquiry Services Picture Messages Yahoo Dating Yahoo! Mail Yahoo Messenger Group Messaging Mobile Banking News Updates

27

COMPANYS PLANS
PREPAID PLANS

Think over for if one of these represents you, we have a solution for you. Start thinking prepaid is our advise! So what exactly is this prepaid! It is simply a way of going cellular by paying for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talk time for a month, you can buy a recharge coupon which gives you that much talk time on your cell phone. Once that money gets exhausted you can buy another recharge coupon for the same or different denomination depending on your future need.

Prepaid allows you to be in control of your cellular expenses even while you are spending. You will be surprised that today In India, Prepaid connections account for almost 60 to 70 percent of the total new entrants into cellular telephony. Thats because almost every one of us wants to be in control of our cellular expense.

28

ADVANTAGES OF PREPAID Some of the many advantages that you enjoy with Airtel PrePaid... Total Cost Control Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you feel the need to! Now that's what we call complete freedom! No Rentals Buy an Airtel prepaid card without having to pay any rentals! No deposits Your Airtel prepaid card comes without you having to pay heafty deposits!

STD/ISD facility till the last rupee Now experience complete freedom like never before with Airtel! Our STD/ISD facility allows you to make long distance calls in India and Overseas from your cellular phone! Instant Balance Inquiry Check your talk-time instantly by calling our toll-free number! 60 second pulse

29

Airtel provides you with a 60-second pulse rate! Freedom for you to experience like never before! Instant Recharge Avail of instant recharge on your Airtel prepaid card with just a few simple steps! 24-hour recharge facility With our round-the-clock recharge facility, recharge you Airtel prepaid card anytime, anywhere! Caller Line Identification Call Line Identification gives you the power to know the phone number of the calling party even before you answer the call, thus giving you the choice to either reject or take the call. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. So that the next time you want to call the same person, you don't need to retype his number, simply use your phone book. Call Divert, Call Hold and Call Wait Avail of special services like call waiting, call hold and call divert all with your Airtel prepaid card! Short Messaging Service (SMS) With Airtels Short Messaging Service (SMS), send messages

30

and jokes to your friends and colleagues, anytime anywhere! SMS based Information Services With Airtel's SMS based information services; you can get up to-the-minute cricket scores, order flowers as well as send couriers or check your daily horoscope! Voice Mail service Voice Mail lets you receive messages even when your handset is switched off or when you are outside the coverage area. You can listen to your messages whenever you feel like, from anywhere in the world. Voice Mail can store up to 75 messages, with each message of two-minute duration.

POST PAID PLANS

Airtel 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.

31

CUSTOMER CARE Do you need any clarifications on your bills? Do you have any feedback or query on our Products & services? You can call us, send us an E-mail or meet us in person. We shall be glad to help you out in every possible way.

CONTACT US BY PHONE If you are on Airtel, just call us on 121 your Airtel Prepaid phone. If you are on Airtel postpaid, just call us on 9897012345 or toll free 121 from your Airtel Postpaid phone. These toll free numbers however, cannot be dialed when you are roaming.

32

33

Vodafone
Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. Vodafone Essar now has operations in 22 circles with over 63.34 million customers*. Over the years, Vodafone Essar, under the Hutch brand, has been named the Most Respected Telecom Company, the Best Mobile Service in the country and the Most Creative and Most Effective Advertiser of the Year. Vodafone is the worlds leading international mobile communications company. It currently has equity interests in 27 countries across 5 continents and 40 partner networks with over 289 million proportionate customers worldwide. Vo dafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. Essar Global Limited (EGL) is a diversified business group spanning the manufacturing and services sectors of Steel, Energy, Power, Communications, Shipping & Logistics, and Projects. The group has operations and investments in India, Canada, USA, Africa, the Middle East, the Caribbean and South East Asia and employs 30,000 people worldwide

34

VISION: To make mobile communications a way of life and be the customers' first choice. To make effective services for multimedia phone .

MISSION: We will meet the mobile communication needs of our customers through: Error- free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions

35

Some services which we are providing:SMS Astrology Music Messaging Ring tones Dial-a-Ring tone Logos Blinking SMS Flash SMS Jokes Love Logos Caller Line Identification Voice Mail Itemised Billing Inquiry Services Picture Messages Yahoo Dating Yahoo! Mail Yahoo Messenger Group Messaging Mobile Banking News Updates

36

COMPANYS PLANS
PREPAID PLANS

Think over for if one of these represents you, we have a solution for you. Start thinking prepaid is our advise!

Prepaid allows you to be in control of your cellular expenses even while you are spending. You will be surprised that today In India, Prepaid connections account for almost 60 to 70 percent of the total new entrants into cellular telephony. Thats because almost every one of us wants to be in control of our cellular expense.

ADVANTAGES OF PREPAID Some of the many advantages that you enjoy with Vodafone Pre-Paid... Total Cost Control Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you feel the need to! Now that's what we call complete freedom! No Rentals Buy a Vodafone prepaid card without having to pay any rentals!

37

No deposits Your Vodafone prepaid card comes without you having to pay heafty deposits! World calling card To provide facilities for the calling on the basis of one call in minute in the our country or across the country.

STD/ISD facility till the last rupee Now experience complete freedom like never before with Airtel! Our STD/ISD facility allows you to make long distance calls in India and Overseas from your cellular phone! Internet connectivity Vodafone provide internet surfing and downloading facilities. Instant Balance Inquiry Check your talk-time instantly by calling our toll-free number! 60 second pulse Vodafone provides you with a 60-second pulse rate! Freedom for you to experience like never before! Instant Recharge Avail of instant recharge on your Vodafone prepaid card with just a few simple steps!

38

24-hour recharge facility With our round-the-clock recharge facility, recharge you Airtel prepaid card anytime, anywhere! Credit balance Vodafone provide 10 Rs credit . Caller Line Identification Call Line Identification gives you the power to know the phone number of the calling party even before you answer the call, thus giving you the choice to either reject or take the call. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. So that the next time you want to call the same person, you don't need to retype his number, simply use your phone book. Call Divert, Call Hold and Call Wait Avail of special services like call waiting, call hold and call divert all with your Vodafone prepaid card! Short Messaging Service (SMS) With Vodafone Short Messaging Service (SMS), send messages and jokes to your friends and colleagues, anytime anywhere!

39

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched off or when you are outside the coverage area. You can listen to your messages whenever you feel like, from anywhere in the world. Voice Mail can store up to 75 messages, with each message of two-minute duration.

POST PAID PLANS

Vodafone 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.

CUSTOMER CARE Do you need any clarifications on your bills? Do you have any feedback or query on our Products & services? You can call us, send us an E-mail or meet us in person. We shall be glad to help you out in every possible way.

40

41

OBJECTIVES OF THE STUDY

To study the consumer trends in telecommunication sector.

To study consumer decision-making & preferences.

To study marketing strategies adopted by Airtel.

To study the level of customer satisfaction in Airtel.

To study the market potential.

To study customer purchase decision behaviour.

To understand the needs of different consumer segments.

Comparative study of different mobile companies.

42

43

RESEARCH METHODOLOGY:
An Introduction
Meaning of research
Research in common parlance refers to a search for knowledge. One can also define research as a scientific and systematic search for pertinent information as a specific topic. In fact, research is an are of scientific investigation. The Advanced Learners Dictionary of Current English lays down the meaning of research as a careful investigation or inquiry specially through search for new facts in any branch of

knowledge.Redman and Mory define research as a systematized effort to gain new knowledge. Some people consider research as movement, a movement from the known to the unknown. It is actually a voyage of discovery. We all possess the vital instinct of inquisitiveness makes us probe and attain full and fuller understanding of the unknown. This

inquisitiveness is the mother of all knowledge and the method, which man employs for obtaining the knowledge of whatever the unknown, can be termed as research. Research is an academic activity and as such the term should be used in a technical sense. According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.

44

Defining the research problem:

A researcher must find the problem and formulate it so that it becomes susceptible to research. Like a medical doctor, a researcher must examine all the symptoms (observed by him) concerning a problem before he can diagnose correctly. And therefore, I have also defined the research problem i.e. to study consumer trends, behavior, preferences and level of satisfaction in Airtel & Vodafone communication Ltd.

Research methodology:
After defining the research problem the foremost step will be planning for the further investigation. Preparing the blue print to undertake the research called research design. In other words, A research design is the arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure".

45

Research Approach The research approach for the purpose was secondary research to collect the information on the subject.

Research Instrument I used direct observation, customer data & survey as research instrument.

Research Design In this project use exploratory research design and for data collection fill-up the questionnaires from the customer of mobile, survey of the market and some information collect by interview of the users of the cellular at West Delhi Area of Research
For the purpose of this Study researcher was take all the dealers dealing in telecomm services Ghaziabad.

Sample size
Size of the sample is taken from the 60.

46

Sources of Data: Direct observation Airtel& Vodafone website Books for marketing management Surveys and customer data & report

Research Data Data is the key activity of marketing research. The design of the data collecting method is backbone of research design. Data constitute the foundation of statistical analysis and interpretation. Hence the first step in statistical work is to obtain data. Data can be obtained from two important sources, namely: 1. 2. Primary Data Secondary Data

Primary Data:
Primary data are gathered for the specific purpose or for a specific research project, consist of original information for the fulfillment of project objective.
47

When the data are required for the particular study can be found neither in the internal record of the enterprises nor in published sources. In some cases it may become necessary to collect original data. Primary data can be collected in four ways:1. Observation 2. Focus 3. Survey 4. Experiment

Secondary data:
Secondary data are the data, which already exists somewhere. Secondary data provide starting point for research and after that the advantage of low cost and ready availability. Secondary data can be divided into two types: 1. Internal data 2. External data When researcher uses the data that has already been collected by other data are called secondary data. Secondary data

48

can be obtained from journals i.e. internal sources report, government publication and books, professional bodies etc. Internal data are reports and memos generated within an organisation to facilitate its operations. External data are those specially produce for outside consumption.

49

50

Q1.For how long you have been using airtel serviceS?

0-2 years b) 2-5 years c) 5-10 years d) More than 10 years

10% 20%

10%

60%

Interpretation:

Airtel services increases in few years.

51

Q2. Which services Are you using?

Reliance Vodafone 5% 10% 20% Airtel tata indicom other

35%

30%

Interpretation: Customers are satisfied with the services of Airtel and customers are adopting Airtel.

52

Q3. Among them which brands you prefer most?

RELIANCE VODAFONE AIRTEL IDEA OTHER

15%

10%

20%

25%

30%

Interpretation:

Some customers are brand loyal they cannot prefer others services but mostly customer like Airtel.

53

Q4.How would you rate the experience with Airtel?

Excellent Good Average Below

10% 30% 20%

40%

Interpretation:

Most customers are having good experience with Airtel.

54

Q5.Do you collect any information search before making purchase?

Yes No

30%

70%

Interpretation:

Most of the customers search the information before purchase.

55

Q6.If yes, which sources used?

) Magazines Dealers Sales executives Operator references Reference from friends

20%

10%

10%

30%

30%

Interpretation: Network strength plays an important role in purchasing a connection.

56

Q7.Which Company provide plan at most attractive Price?

RELANCE VODAFONE AIRTEL TATAINDICOM OTHER

20% 30%

10%

20%

20%

Interpretation: Reliance communication is effective, customers are well aware of

various promotional activities of reliance.

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Q8.Which Company produces minimum call rates?

VODAFONE AIRTEL TATA INDICOM RELIANCE OTHER

5% 20% 30%

25% 20%

Interpretation: Reliance provides cheaper plans at minimum call rates to the customers in the compression of airtel & Vodafone.

58

Q9.Which Company provides better customer satisfaction?

AIRTEL VODAFONE TATA INDICOM RELIANCE OTHER

20% 30% 10%

15% 25%

Interpretation: Vodafone provide better satisfaction in compression to other services.

59

Q10.Which company provide good promotional schemes?

AIRTEL BSNL VODAFONE RELIANCE OTHER

15%

20%

10% 30%

25%

Interpretation: Vodafone and airtel both are same in compression to other phone services.

60

Q11.Which Company provides good after sales services?

AIRTEL RELIANCE VODAFONE IDEA BSNL OTHER

5% 10% 30% 10%

25%

20%

Interpretation: Customers are aware with the various promotional activities being run by airtel services.

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Q12.Which companys pricing strategies are better according to their features?

AIRTEL VODAFONE RELIANCE TATAINDICOM OTHER

15% 30% 10%

20% 25%

Interpretation: Maximum numbers of customers are very satisfied with airtel in compression of other services.

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FINDINGS
In the present scenario of telecommunication market customers

are too much selective

Today customers collects vaious information before purchase Airtel is expanding its market day by day with the help of different

promotional activities
Network strength is playing an important role in the

telecommunication market
Airtel is having better numbers in Pre-paid as as customers choice Customers are satisfied with the services of Airtel and customers

are adopting Airtel

Most customers are having good experience with Airtel Coordination between various departments must be improved The ZBM & ZSM must visit the A class retailers frequently

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LIMITATIONS

NO Profit is without limitation become essential to figure out the various constraints that we underwent during the study

1. During the study on many occasions the respondent groups gave us a cold shoulder.

2. The respondent from home primary data was gathered any time displayed complete ignorance about the complete branded range which was being studied.

3. Lack of time is the basic limitation in the project 4. Retailer /wholesalers refuses the co-operate the queries. 5. Money played vital factor in whole project duration. Lack of proper information experience also because hurdle for me.

6.

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CONCLUSION

AIRTEL CONNECTIONS ARE SELLING BECAUSE OF BEST NETWORK COVERAGE. GOOD RELATIONSHIP OF FOS. & REATILER IS BEING HELPFUL IN SELLING. LARGE MARKET COVERAGE, EASY AVAILABILITY OF

COUPONS. CUSTOMER CARE NUMBER DOES NOT CONNECTS EASILY AND EXECUTIVES THERE WERE ALSO NOT AWARE OF THE SCHEMES. VODAFONE CONNECTIONS ARE SELLING BECAUSE OF BEST NETWORK COVERAGE.

Good service is the way to retain clients

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I have made following recommendation to the company after doing the summer training there:
INCRESIN DATA TRANSFER SPEED IN INTERNET

The company should modify its credit policy as they only the target the cash paying customer who are not easy to trace. The company should emphasis more on the quality of pharmaceuticals product it was mostly claimed by the exporters that their receipt from company doesnt matches with the samples quality shown before giving order. The company should makes its marketing strategy flexible enough in order to face competitions The co. should keep an eye on the proper delivery of the good to the exporter on time as it has been recommended by exporter to make the delivery on time. The co. should takes the opinion of exporters from time to time to know what problem they are facing from the company s side and if any change they require in Present supplying condition.

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ANNEXURE

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QUESTIONNAIRE
NAME _______ AGE _______ GENDER ________

Q1. For how long you have been using cell phone? 0-2 years 2-5 years 5-10 years More than 10 years

Q2. Which services Are you using? Reliance Vodafone Airtel Tata indicom Other Q3. Which among the following brands do you prefer the most ? Reliance Vodafone Airtel Idea Other Q4. How do you rate the experience with Airtel? Excellent Good Average Below average

Q5. Did you make any enquiry before subscribing the services? Yes
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 No

Q6.What is the features you look for in services before subscribing? Brand credibility Price and discount Value for money After sales services

Q7.Which. Company provides plans at most attractive Price? Reliance Vodafone Airtel Tata indicom Others

Q8.Which Company provides minimum call rates? Reliance Vodafone Airtel Tata indicom Other

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Q9.Which Company provides better customer satisfaction? Reliance Vodafone Airtel Tata indicom Others

Q10.Which Company provides good promotional schemes? Reliance Vodafone Airtel Bsnl Others Q12.Which companys pricing strategies are better according to their features? Reliance Vodafone Airtel Tata indicom Other s

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Books Consulted:

Kotler, Philip, - Marketing Management, Pearson publication, New Delhi;

2005, Page No75-96.

P.C.Tripathi, -Research Methodology, Sultan Chand & sons publication, New Delhi; 2007 Page No.38-86.

Levin Rubin, - Business Statistics, Pearson publication, New Delhi;

2000, Page No47-96.

Websites & Search Engine:

www.airtelworld.com
www.vodafone.co.in

www.researchandmarket.com www.info-shop.com www.smartmobs.com www.yahoosearch.com

AIRTELs reports

Books & magazine on mobile communication

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