CHAPTER I:

INTRODUCTION AND RESEARCH METHODOLOGY

1.1) GENERAL INTRODUCTION OF PROJECT:

The GSM system is the most widely used cellular technology in use in the world today. It has

been a particularly successful cellular phone technology for a variety of reasons including the

ability to roam worldwide with the certainty of being able to be able to operate on GSM

networks in exactly the same way - provided billing agreements are in place.

The letters GSM originally stood for the words Group Special Mobile, but as it became clear this

cellular technology was being used worldwide the meaning of GSM was changed to Global

System for Mobile Communications. Since this cellular technology was first deployed in 1991,

the use of GSM has grown steadily, and it is now the most widely cell phone system in the

world. GSM reached the 1 billion subscriber point in February 2004, and is now well over the 3

billion subscriber mark and still steadily increasing.

GSM - SYSTEM OVERVIEW:

The GSM system was designed as a second generation (2G) cellular phone technology. One of

the basic aims was to provide a system that would enable greater capacity to be achieved than the

previous first generation analogue systems. GSM achieved this by using a digital TDMA (time

division multiple access approach). By adopting this technique more users could be

accommodated within the available bandwidth. In addition to this, ciphering of the digitally

encoded speech was adopted to retain privacy. Using the earlier analogue cellular technologies it

was possible for anyone with a scanner receiver to listen to calls and a number of famous

personalities had been "eavesdropped" with embarrassing consequences.

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1.2) OBJECTIVES OF STUDY :

To know the market potential of GSM products and services.

To analyze the brand awareness.

To compare efficiency and quality of the service providers.

To measure the market share of major service providers among student community.

To understand consumer perception about products and services.

To understand consumer satisfaction level about products and services.

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1.3) SCOPE OF STUDY:

The study is carried out to know the fallowing aspects.

To assess, the consumers needs and wants.

To predict, the consumer’s acceptance of firm’s various informational andEnvironmental

cues.

To gauge into the consumer’s mind and understand different consumption related aspects,

of individuals.

To know the percentage of usage of value added services.

To understand, behavior, of brand loyal consumer.

To understand, behavioral pattern of potential consumer.

To analyze, the buying motives of the consumers, while making their purchasedecisions.

To understand, expectations and satisfaction level, of consumers.

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1.4) RESEARCH METHODOLOGY:

1.4.1)LITERATURE REVIEW

CUSTOMER SATISFACTION

Customer satisfaction is defined as an "evaluation of the perceived discrepancy between

priorexpectations and the actual performance of the product".Satisfaction of customers with

products and services of a company is considered asmost importantfactor leading toward

competitiveness and success. Customersatisfaction is actually how customer evaluates the

ongoing performance. Customer satisfaction is customer’s reaction tothe state of satisfaction, and

customer’s judgment of satisfaction level. Customer satisfaction is very important in today’s

business world as according to Deng et al., (2009) the ability of a service provider to create high

degree of satisfaction is crucial for product differentiation and developing strong relationship

with customers.

Customer satisfaction makes the customers loyal to one telecommunication service provider.

Previous researchers have found that satisfaction of the customers can help the brands to build

long and profitable relationships with their customers.

Though it is costly to generate satisfied and loyal customers but that would prove profitable in a

long run for a firm. Therefore a firm should concentrate on the improvement of service quality

and charge appropriate fair price in order to satisfy their customers which would ultimately help

the firm to retain its customers.

It is a common phenomenon that the services a brand offers and the price it charges actually

determine the level of satisfaction among its customers, than any other measure. Customer’s

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involvement is also important as when buyer consider the product important and invests time to

seek information then it ultimately enhances the satisfaction level.

This satisfaction may influence the concerned company by repurchase, purchase of more

products, positive word of mouth and willingness of customer to pay more for the particular

brand. Any business is likely to lose market share, customers and investors if it fails to satisfy

customers as effectively and efficiently as its competitors is doing.

CUSTOMER SERVICES

Customer service is a system of activities that comprises customer support systems, complaint

processing, speed of complaint processing, ease of reporting complaint and friendliness when

reporting complaint. Customer services are the opportunities for telecom service providers that

are added to mobile network other than voice services in which contents are either self produced

by service provider or provided through strategic compliance with service provider.

The improved customer services are the focal point of the telecom service providers for social as

well as for economic reasons. From a social point of view, services should be available tithe

customers on reasonable terms. As far as economic factor is concerned, services should satisfy

the needs of the customers.

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For developing satisfaction among customers, the telecom service providers need to be extra

careful for the customer services they provide. Satisfaction of customer is determined by his

evaluation of service provided by a brand. They start looking for other brands. It happens

because either the customer service centers do not handle the complaints or the customers are not

able to address them properly.

Sometimes, telecom service providers take considerably longer time to resolve the problems like

network coverage or call quality, the customers do not wait for long and hence they lose

satisfaction with that particular brand. Furthermore, the friendly attitude and courteous behavior

of the service workers at service firms leaves a positive impression on the customer which lead

towards customer satisfaction.

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MOBILE INDUSTRY IN INDIA:

India's 21.59 million-line telephone network is the largest in Asia, 3rd largest among

emerging economies (after China and Republic of Korea) and the 12th largest in the world.

India's telecom network comprises of 27,753 telephone exchanges, with a total equipped capacity

of 272.17 Laky lines and 226.3 Laky working telephones. The Long Distance Transmission

Network has nearly 1, 70,000 route kilometers of terrestrial Microwave Radio Relay & Co-axial

cables and about 171,000 route kilometers of Optical Fiber Cables. Fully automatic

International Subscriber Dialing (ISD) service is available to almost all the countries. The total

number of stations connected to National Subscriber Dialing (NSD) is over 18,000 and this is

increasing fast. Yet the present tale-density is very low at about 2.2 per hundred persons, offering

a vast scope for growth. In the field of International communications, tremendous progress was

made by the use of Satellite Communication and submarine links. It is therefore not surprising

that India has one of the fastest growing telecommunication systems in the world with system

size (total connections) growing at an average of more than 20 percent over the last 4 years.

The voice and non-voice telecom services include data transmission, facsimile, mobile radio,

radio paging, V-SAT and leased line services to cater to variety of needs, both residential and

business. A dedicated Packet Switched Public Data Network (I-NET) with international access

for computer communication services is also available. ISDN service has already been

introduced in the major cities. Other services like Intelligent Network (IN), Frame Relay (FR)

and Asynchronous Transfer Mode (ATM) for wide band multimedia applications will be

introduced in the near future.

In the field of international communications, India's overseas service carrier Vides Sanchar

Nigam Ltd. (VSNL) has made tremendous progress by using extensive infrastructure of satellite

earth stations, state-of-the-art digital gateways, Optical Fiber Multi Media submarine Cables and

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Multi Media Data Switches. Fully automatic international subscriber dialing (ISD) service is

provided to almost all the countries in the world. In future, VSNL is positioning itself to provide

bandwidth on demand, Global Virtual Private Networks, ISDN, B-ISDN, VSATs, Mini-M and

hand held Personal Communications.

The telecommunications initiative in the country is led by Ministry of Communications through

the Department of Telecommunication & Department Telecom Services and its undertakings for

provision of basic telephone services, national and international long distance communications,

manufacture of complete range of telecom equipment, research and development, and

consultancy services. The Telecom Commission performs the Executive and Policy making

functions.

The Telecom Regulatory Authority of India performs the functions of an independent regulatory

body.

1.4.2) METHODOLOGY OF STUDY:

Data is collected from the primary and secondary sources.

Primary Source:

A well structured questionnaire is prepared to know the respondents opinion.

Secondary Source:

Different web sites, company reports, research company’s reports (McKinsey, PWC, etc...).

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SOURCES OF DATA:

Data, facts, figures, other relevant material of past and present and surveying are the basis for

study and analysis. Without an analysis of factual data no specific inferences can be drawn on

the questions under study. Inferences based on imagination or guesses cannot provide correct

answer to research questions. The relevance adequacy and reliability of data determine the

quality of the findings of a study.

For the purpose of the present study, data from two sources has been collected, namely primary

data and secondary data.

PRIMARY DATA:

Primary data is source from which the researcher collects the data. It is a firsthand data, which is

used directly for the analysis purposes. Primary data always gives the researcher a fairer picture.

In the present study primary data has been collected using questionnaires. For the purpose of

collecting the same, 100 respondents have been randomly selected. Even the response of the

respondents was taken into consideration. In this study, primary data plays a vital role for

analysis, interpretation, conclusion and suggestions.

SECONDARY DATA:

Secondary data is data which is collected and compiled for other purposes. Secondary data also

plays a key factor in providing more information which will influence the analysis. Few of the

main sources of secondary data include newspapers, business journals, magazines, internet and

company reports, etc.

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1.4.3) RESEARCH INSTRUMENT:

POPULATION:

The aggregate of all the units pertaining to a study is called the population. Population is the

largest group to be studied. It’s the total collection of elements about which we wish to make

inferences the populations for this research are the people residing in Mumbai City.

SAMPLE DESIGN:

The part of the population is known as sample. The process of drawing a sample from a large

population is called sampling. The type of sample design used is Random Sampling. Random

Sampling gives every unit of the population a known and probability of being selected. Since

random sampling implies equal probability to every unit in the population, it is necessary that the

selection of Mumbai city only.

SAMPLE PLAN

SAMPLE SIZE:

The sample size for the survey is 100 respondents of which are various GSM Company Subscribers.

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SAMPLE UNIT

One of the units into which an aggregate is divided or regarded as divided for the purpose of

sampling, each unit being regarded as individual and indivisible when the selection is made. The

definition of unit may be made on some natural basis for example households, persons, units of

product, etc. Hence, in the study the sample unit is ‘Respondents who are Prepaid GSM

Subscribers’.

TOOLS AND TECHNIQUES OF DATA COLLECTION:

The following sampling techniques have been implemented:

PERSONAL INTERVIEWS: Approaching people personally and interviewing directly.

QUESTIONNAIRE:

Designing the questions, in such a way, that it covers various opinions, views about GSM

subscribers at the present market conditions. The questionnaire consisted of various types of

questions say Open-ended questionnaire, Close-ended or Dichotomous questions, and Multiple-

choice questions.

FIELD WORK:

This project involved a field work where in the survey is conducted by having a personal

interaction with 100 subscribers who are GSM subscribers. Personal interaction has been carried

out and the information sought as was required in the questionnaire for the purpose of data

processing and analyzing. The respondents have been directly contacted.

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DESCRIPTION OF THE RESEARCH DESIGN:

The present study has been designed to collect the opinions and perspectives of the GSM

subscribers.

The data has been collected through questionnaires filled up by personal interviewing

subscribers. The questionnaires have been made as concise as possible. Personal information has

been collected in order to know their personal background. The questionnaire has been

administered to the respondents directly so that any doubt regarding the questionnaire could be

immediately clarified. The questionnaire consisted of various types of question namely multiple

choices, close ended, open ended, and ranking etc, a copy of the questionnaire is enclosed in the

annexure.

RESEARCH DESIGN:

The sampling design carried out is convenience sampling. The marketing research problem calls

for the descriptive types of research. Descriptive studies are undertaken in many circumstances.

When researcher is interested in knowing the characteristics of certain groups such as age, sex,

income level, etc. or in case researcher is interested in knowing the proportion of people in a

given population who have behaved in particular manner.

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1.4.4) SAMPLING PLAN:

SAMPLE SELECTION :

A sample is known as the subunit of population which shares the similar features. The number of

units in the sample is known as the sample size. In this study a sample size of 100. Here, in this

context a sample refers to the subscribers of the major GSM service providers in and around

Mumbai covered by the study. After the selection of sample, the sampling was done based on the

convenient sampling method.

ANALYSIS:

The collected data has been coded and represented diagrammatically in the form of bar diagrams

by calculating the respondents and percentage. Based on this suitable interpretations were made.

Based on the responses obtained and gathered data suitable recommendations were given which

can help the service providers in retaining their subscribers.

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1.4.5) RESEARCH LIMITATION:

The responses given may be biased and depend upon the age and experience.

Data collected cannot be asserted to be free from errors, as the sample size is small.

In spite of taking all the necessary measures there is a chance in occurrence of minor

errors due to the lack of experience on the part of researcher.

Sample size of the subscriber is limited.

Many subscribers do not give the exact picture of their opinion.

The time period for conducting the survey is inadequate as the sample size covers only Mumbai

city.

One subscriber may have more than one connection.

The opinion of the subscriber depends on the geographical location of the subscriber this may

include the network of the provider.

Since it’s a prepaid service it may be temporarily be used.

Since most of the subscribers are teenagers it fails to give a general view of other age groups.

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CHAPTER II

2.1) GSM SERVICES:

Speech or voice calls are obviously the primary function for the GSM cellular system. To

achieve this speech is digitally encoded and later decoded using a locoer. A variety of vocoders

are available for use, being aimed at different scenarios.

In addition to the voice services, GSM cellular technology supports a variety of other data

services. Although their performance is nowhere near the level of those provided by 3G, they are

nevertheless still important and useful. A variety of data services are supported with user data

rates up to 9.6 kbps. Services including Group 3 facsimile, videotext and text can be supported.

One service that has grown enormously is the short message service. Developed as part of the

GSM specification, it has also been incorporated into other cellular technologies. It can be

thought of as being similar to the paging service but is far more comprehensive allowing bi-

directional messaging, store and forward delivery, and it also allows alphanumeric messages of a

reasonable length. This service has become particularly popular, initially with the young as it

provided a simple, low fixed cost.

GSM BASICS

The GSM cellular technology had a number of design aims when the development started:

It should offer good subjective speech quality

It should have a low phone or terminal cost

Terminals should be able to be handheld

The system should support international roaming

It should offer good spectral efficiency

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The resulting GSM cellular technology that was developed provided for all of these. The overall

system definition for GSM describes not only the air interface but also the network or

infrastructure technology. By adopting this approach it is possible to define the operation of the

whole network to enable international roaming as well as enabling network elements from

different manufacturers to operate alongside each other, although this last feature is not

completely true, especially with older items.

GSM cellular technology uses 200 kHz RF channels. These are time division multiplexed to

enable up to eight users to access each carrier. In this way it is a TDMA / FDMA system.

The base transceiver stations (BTS) are organized into small groups, controlled by a base station

controller (BSC) which is typically co-located with one of the BTSs. The BSC with its associated

BTSs is termed the base station subsystem (BSS).

Further into the core network is the main switching area. This is known as the mobile switching

centre (MSC). Associated with it is the location registers, namely the home location register

(HLR) and the visitor location register (VLR) which track the location of mobiles and enable

calls to be routed to them. Additionally there is the Authentication Centre (Auks), and the

Equipment Identify Register (EIR) that is used in authenticating the mobile before it is allowed

onto the network and for billing. The operations of these are explained in the following pages.

Last but not least is the mobile itself. Often termed the ME or mobile equipment, this is the item

that the end user sees. One important feature that was first implemented on GSM was the use of

a Subscriber Identity Module. This card carried with it the user’s identity and other information

to allow the user to upgrade a phone very easily, while retaining the same identity on the

network. It was also used to store other information such as "phone book" and other items. This

item alone has allowed people to change phones very easily, and this has fuelled the phone

manufacturing industry and enabled new phones with additional features to be launched. This

has allowed mobile operators to increase their average revenue per user (ARPU) by ensuring

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that users are able to access any new features that may be launched on the network requiring

more sophisticated phones.

SUBSCRIBER IDENTITY MODULE:

One of the key features of GSM is the Subscriber Identity Module (SIM), commonly known as

a SIM card. The SIM is a detachable smart card containing the user's subscription information

and phonebook. This allows the user to retain his or her information after switching handsets.

Alternatively, the user can also change operators while retaining the handset simply by changing

the SIM. Some operators will block this by allowing the phone to use only a single SIM, or only

a SIM issued by them; this practice is known as SIM locking, and is illegal in some countries.

In the United States, Canada, Europe and Australia, many operators lock the mobiles they sell.

This is done because the price of the mobile phone is typically subsidized with revenue from

subscriptions and operators want to try to avoid subsidizing competitor's mobiles. A subscriber

can usually contact the provider to remove the lock for a fee, utilize private services to remove

the lock, or make use of ample software and websites available on the Internet to unlock the

handset themselves. While most web sites offer the unlocking for a fee, some do it for free. The

locking applies to the handset, identified by its International Mobile Equipment Identity (IMEI)

number, not to the account (which is identified by the SIM card). It is always possible to switch

to another (non-locked) handset if such other handset is available.

Some providers will unlock the phone for free if the customer has held an account for a certain

period. Third party unlocking services exist that are often quicker and lower cost than that of the

operator. In most countries removing the lock is legal. Cingular and T-Mobile provide free

unlock services to their customers after 3 months of subscription.

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In countries like India, Pakistan, Indonesia, Belgium, etc., all phones are sold unlocked.

However, in Belgium, it is unlawful for operators there to offer any form of subsidy on the

phone's price. This was also the case in Finland until April 1, 2006, when selling subsidized

combinations of handsets and accounts became legal though operators have to unlock phone free

of charge after a certain period (at most 24 months).

GSM SECURITY:

GSM was designed with a moderate level of security. The system was designed to authenticate

the subscriber using shared-secret cryptography. Communications between the subscriber and

the base station can be encrypted. The development of UMTS introduces an optional USIM, that

uses a longer authentication key to give greater security, as well as mutually authenticating the

network and the user - whereas GSM only authenticated the user to the network (and not vice

versa). The security model therefore offers confidentiality and authentication, but limited

authorization capabilities, and no non-repudiation.

GSM uses several cryptographic algorithms for security. The A5/1 and A5/2 stream ciphers are

used for ensuring over-the-air voice privacy. A5/1 was developed first and is a stronger

algorithm used within Europe and the United States; A5/2 is weaker and used in other countries.

A large security advantage of GSM over earlier systems is that the Key, the crypto variable

stored on the SIM card that is the key to any GSM ciphering algorithm, is never sent over the air

interface. Serious weaknesses have been found in both algorithms, and it is possible to break

A5/2 in real-time in a cipher text-only attack. The system supports multiple algorithms so

operators may replace that cipher with a strong.

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GSM SUCCESS

Looking back on the way GSM developed, the way it was deployed and grew over the years,

shows the GSM history is a story of success. GSM was used in many countries outside Europe.

Deployment on this scale had not been anticipated and it resulted in its name change from Group

Special Mobile to Global System for Mobile communications.

The number of subscribers grew rapidly and by the beginning of 2004 the total number of GSM

subscribers reached the 1 billion mark - a major milestone in the history of cellular

telecommunications as well as for GSM itself. Attaining this figure was celebrated at the Cannes

3GSM conference held that year. Figures continued to rise, reaching and then well exceeded the

3 billion mark. In this way the history of GSM has shown it was a major success.

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SUMMARY OF KEY DATES IN THE GSM HISTORY

Year Key GSM History Dates & Milestones Milestone

1982Group Special Mobile established by to develop the pan-European cellular mobile system standards

1985

Basic list of recommendations to be generated by the group was adopted.

1986

Field tests undertaken to prove which techniques should be adopted for the new system.

1987

TDMA approach adopted as the main access method for GSM. Frequency division is

also used between channels, but time division each individual frequency channel.

Also in this year the Initial Memorandum of Understanding was signed by

telecommunication operators from 12 member countries.

1988

GSM system validation undertaken.

1989

ETSI, European telecommunications Standards Institute takes on responsibility for

managing the GSM standards.

1990 Phase 1 of the GSM specifications released.

1991 Commercial launch of the GSM service.

1993 Coverage of main roads GSM services start outside Europe.

1995 Phase 2 of the GSM specifications released

2004 GSM subscriptions reach 1 billion. Announcement made at 3GSM in Cannes.

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CHAPTER III

TELECOM SERVICE PROVIDERS IN INDIA:

BHARTI AIRTEL:

BhartiAirtel retained its leading position among telecom service providers and posted a growth

of five per cent to end 2009-10 fiscal with revenues of Rs 38,800 crore (Rs 388 billion).

The company is structured into four strategic business units -- mobile, telemedia, enterprise and

digital TV.

The company has with operations in 18 countries with a footprint covering 1.8 billion people.

Sunil Bharti Mittal is the chairman and managing director of the company.

In March 2010, BhartiAirtel bought the African operations of Kuwait-based Zain Telecom for

$10.7 billion.

Recently, it has joined a consortium of global telecom operators to announce the launch of the

easy cable system -- the 10,000 km undersea cable connecting Africa to Europe.

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BSNL:

Bharat Sanchar Nigam Limited saw a drop in its revenue for the second consecutive year to post

Rs 30,240 crore (Rs 302.4 billion), a drop of 14 per cent, even though it retained the number two

position among telecom players.

BSNL offers both fixed line and mobile services with broadband connections.

With over 71.68 million subscribers, BSNL currently is the largest wireline service provider in

India.

The company has reported around 6 crore (600 million) 2G connections and 9,73,378 3G

connections since February 2010. All major towns and cities are covered through BSNL

network.

Gopal Das is the new chairman and managing director of BSNL.

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VODAFONE ESSAR:

The Indian subsidiary of Vodafone Group, Vodafone Essar recorded 13.7 per cent growth to

emerge as the third largest player with revenue of Rs 23,200 crore (Rs 232 billion).

The company commenced operations in 1994 when its predecessor Hutchison Telecom acquired

the cellular license for Mumbai.

It has operations across the country with over 106.34 million customers.

It is the world's leading international mobile communications group with approximately 347

million proportionate customers as on 30 June 2010 and has around 40 partner networks

worldwide.

Vittorio Colao is Vodafone chief executive, and Marten Pieters is managing director and CEO,

Vodafone Essar.

RELIANCE COMMUNICATIONS:

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Reliance ADA Group's flagship company, Reliance Communications reported a negative growth

of 3.5 per cent with revenue of Rs 22,130 crore (Rs 221.3 billion).

It is India's largest private sector information and communications company, with over 100

million subscribers.

It has established a pan-India, high-capacity, integrated (wireless and wireline), convergent

(voice, data and video) digital network, to offer services spanning the entire infocomm value

chain.

Anil D Ambani is the chairman of the company.

IDEA CELLULAR:

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Idea Cellular is part of the Aditya Birla Group and has bagged fifth position with a revenue of Rs

11,390 crore (Rs 113.9 billion).

It is a leading GSM mobile services operator in India with 67 million subscribers. Idea offers

both prepaid and post paid services.

It is a pan-India operator with services being made available in all parts of the country.

Idea was the first cellular service provider to launch General Packet Radio Service (GPRS) and

Enhanced Data rates for GSM Evolution (EDGE) in the country.

Kumar Mangalam Birla is the chairman of the group.

TATA COMMUNICATIONS:

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Tata Communications reported revenue of Rs 11,000 crore (Rs 110 billion).

The company holds leadership position in emerging markets.

Tata Communications leverages its advanced solutions capabilities and domain expertise across

its global and pan-India network to deliver managed solutions to multi-national enterprises,

service providers and Indian consumers.

The Tata Global Network includes one of the most advanced and largest submarine cable

networks, a Tier-1 IP network, with connectivity to more than 200 countries across 400 PoPs,

and nearly 1 million square feet of data center and collocation space worldwide.

SrinathNarasimhan is the managing director and CEO of Tata Communication

Tata Teleservices spearheads the Tata Group's presence in the telecom sector. It has posted

revenue of Rs 6,900 crore (Rs 69 billion).

Established in 1996, Tata Teleservices, one of the 96 companies of Tata Group, has its network

in 20 circles. It is the first company to launch CDMA mobile services in India.

It launched mobile operations in January 2005 under the brand name Tata Indicom. It enjoys a

pan-India presence through existing operations in all of India's 22 telecom circles.

Tata Teleservices operates under five different brands -- Tata Indicom (CDMA services), Tata

DOCOMO (GSM services), Virgin Mobile, TataWalky (which is the brand for fixed wireless

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phones), Tata Photon (the company's brand that provides a variety of options for wireless mobile

broadband access) and T24.

Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves nearly 70 million

customers in more than 450,000 towns and villages across the country.

AIRCEL:

Aircel recorded the highest growth of 37.2 per cent among operators in 2009-10.

The company posted a revenue of Rs 4,700 crore (Rs 47 billion) to move to the number eight

slot.It is a joint venture between Maxis Communications Berhad of Malaysia and Sindya

Securities Investments Private Limited, whose current shareholders are the Reddy family of

Apollo Hospitals Group of India.

Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu.

It emerged a market leader in Assam and in the North Eastern provinces within 18 months of

operations.

Today, the company has a foothold in 21 circles including Chennai, Tamil Nadu, Assam, North

East, Orissa, Bihar, Jammu & Kashmir, Himachal Pradesh, West Bengal, Kolkata, Kerala,

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Andhra Pradesh, Karnataka, Delhi, UP(West), UP(East), Maharashtra & Goa , Mumbai, Madhya

Pradesh and Punjab.

It has over 43 million customers in the country.

LOOP MOBILE:

BPL Mobile Communications, established in 1994, was the India’s first mobile network

operator. It began its operations in 1995. However, BPL Mobile was renamed to Loop Mobile in

March 2009, following the expiry of its brand-use agreement with the TPG Nambiar owned BPL

Group.

Having consistently met and exceeded TRA I benchmarks, Loop Mobile is now ISO 9001:2008

certified.. The Khaitan Holding Group took ownership control in 2005. Loop Mobile has

completed over 16 years of service and today has over 3 million subscribers.

Being the country's oldest telecom service provider, Loop Mobile is the first operator in the

country to offer services like MMS, GPRS and Caller Ring Tunes. Other VAS include Reply-

All, Roaming on Prepaid, Intelligent network, General Packet Radio Service (GPRS),

Multimedia Messaging Service(MMS), Missed Call Alert, Caller Ring Tune, Mobile

Tracker, Doctor-on-Call, "1 paise per sec" prepaid plan, Karaoke Messaging among others.

TELECOM SECTOR IN INDIA:

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The Indian telecom industry has witnessed impressivegrowth in the recent past. Driven by

various policyinitiatives, the Indian telecom sector witnessed a completetransformation in the

last decade. It has achieved aphenomenal growth during the last few years and is poisedto take a

big leap in the future also. Such rapid growth inthe communication sector has become necessary

for further modernization of Indian economy through rapiddevelopment in IT.

Benchmarking is a method of performance evaluationthat assesses the potential efficiency

improvements within organizations and sectors. By comparing the operating efficiencies of

different operators with their national and international counterparts, it is possible to identify the

Scope for further efficiency improvements. The identification of the stronger and the weaker

service providers could be very useful in improving their efficiencies and performances.

The Indian Telecommunications network with 300million connections (as on March 2008) is the

third largest in the world (TRAI, 2008). The telecom sector has shown robust growth during the

past few years. The total number of telephones in the country crossed the 300 million markon

March 2008, with the number of telephones increasing from 54.63 million as on 31.03.2003 to

300.49 million ason 30.03.2008 (TRAI, 2008). Wireless subscribers increased from 13.3 million

as on 31.03.2003 to261.07million as on 30.03.2008; whereas, the fixed line subscribers

decreased from 41.33 million in march 2003 to39.42 million in march 2008. Tele-density

(telephone per100 populations) in India increased from 5.11% in 2003 to26.22% in March 2008

(Figure1a) TRAI, (2008).

In the rural area tale-density increased from 1.49% in Mar 2003 toapprox. 9.20% in March 2008

and in the urban areas it is increased from 14.32% in March 2003 to 65.99% in march2008

(TRAI, 2008). Despite ten years of reform, state owned companies such as Bharat Sanchar

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Nigam Ltd (BSNL) and Mahanagar Telephone Nigam Ltd (MTNL) continue to dominate India’s

telecom services market privately owned companies Bharti, Reliance Infocomm, and Vodafone

are, however, becoming major players in the telecom sector, especially in the mobile phone

arena.

Presently, there are 39.42 million fixed line connections and 261.07 million mobile connections.

In the mobile telephony space, Bharti controls 23.74 percent subscriber base followed by

Reliance with 17.54 percent, Vodafone with 16.9 percent, BSNL with 15.62 percent, Idea

with9.19 percent, Tata with 9.31 percent subscriber base(TRAI,2008).Figure 1b shows the

percentage share of key market players. Figure 1c shows the distribution of telephones for the

private and PSU operators in India as on March 2008.

COMPANY MILLION SUBS % SHARE

BHARTI 61.98 23.74

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RELIANCE 45.79 17.54

VODAFONE 44.13 16.90

BSNL 40.79 15.62

TATA 24.33 9.32

IDEA CELLULAR 24.001 9.19

AIRCEL 10.61 4.06

MTNL 3.53 1.35

BPL 1.29 0.50

MARKET SHARE OF GSM SERVICE PROVIDERS IN 2008:

Mobile phone subscriptions in India have increased at a rapid rate in the past two years, driven

by rising incomes, greater competition, falling rates, prepaid options and aggressive marketing

campaigns. India is now the world’s second-fastest-growing mobile market having

261.07million, after China, which has 565 million subscribers.

The Indian telecommunications sector has undergone a major process of transformation because

of significant Government policy reforms during the recent years. The New Telecom Policy,

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1999 focused on creating an ideal environment for I establishing communication infrastructure

by leveraging on technological development and providing affordable telecom services to all.

These objectives of the policies have resulted in rapid growth of subscribers and lower tariffs.

We believe that with these major initiatives of the Government, the mobile market in India will

have a promising future. In addition to the two state-owned companies BSNL and MTNL,

several private players have established a significant presence in both the basic and cellular

markets.

The reform process is presently oriented and focused on better performances and less cost of

services thus a need is felt to review the performance of existing state/private companies. Based

on the productivity and efficiency analysis, benchmarks can be set, and utility efficiency scores

can be obtained based on the set benchmarks. These scores can help develop a strategic plan for

mitigating the factors that contribute to the system inefficiencies.

The study can greatly help in avoiding structural and contractual inefficiencies in the emerging

design of the telecom sector.

MARKET SHARE OF GSM SERVICE PROVIDERS IN MARCH 2012

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GSM OPERATORS ADD 48.67 LAKH USERS IN NOV: COAI

India’s GSM operators have added 48.70 lakh subscribers in November, a 0.71 per cent rise from

that in previous month, taking their total to 68.80 crore.

As of October, the operators’ total user base stood at to 68.31 crore, according to data released

by the Cellular Operators’ Association of India (COAI).

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BhartiAirtel, the country’s largest operator by both revenues and subscriber base, added the

maximum of 17 lakh users during the month under review. The New Delhi-based company’s

total user base rose to 19.66 crore as of November-end, while it maintained its leadership

position with a 28.57 per cent market share.

Vodafone India, the country’s second largest operator, added 13.3 lakh users during the month

taking its total to 15.8 crore users. The Mumbai-based operator ranked second with a 22.97 per

cent market share.

Among the operators, Idea Cellular came in third with an addition of 36,219 users. The

company, a unit of business conglomerates Aditya Birla group, ranked third among the GSM

operators with an 18.66 per cent market share.

Aircel, in which Malaysia’s Maxis Communications holds a majority stake, ranked second in

terms of net additions. The company added 15.4 lakh users during the month, increasing its total

customer base to 6.52 crore. The company, ranked fifth, posted a 9.49 per cent market share as of

November-end.

While Telewings Communications (formerly Uninor, a joint venture of Unitech and Norway’s

Telenor) added 36,089 users (total to 3.23 crore), Videocon added 185,846 (30.67 lakh) and

State-run Mahanagar Telephone Nigam Ltd added 5,933 users (34.5 lakh).

Mobile customer additions rose in November as mobile operators Airtel, Vodafone, Idea and

some others added a total of 6.68 million customers to the country's GSM user base, Cellular

Operator's Association of India (COAI) said.

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Subscriber additions fell for six months in a row till September, according to the industry body

representing telecom companies using global system for mobile communications, or GSM,

technology.

However, the subscriber additions in November do not come close to last year's numbers. For

instance, mobile phone companies added 14.69 million customers in February, more than double

of November.

Aditya Birla Group-owned Idea Cellular added 2.17 million customers in November, the

highest amongst all GSM operators in India, followed by Uninor with 1.8 million customers.

Idea's user base rose to over 103 million making it the third GSM company after Airtel and

Vodafone to cross the 100 million-subscriber-mark.

Market leader BhartiAirtel added 960,083 users in November, taking its total subscriber base to

174.6 million and market share to nearly 28%, the COAI statement said.

Vodafone Essar, with a little over 23% market share, notched up 925,103 new subscribers during

the month. Its subscriber base crossed 146 million marks last month.

Aircel added more than 674,000 customers to take its total number of users to nearly 61 million.

GSM communications platform is used by a large majority of customers in India and additions

were deemed an indicator of commercial success for telecom service operators. But industry

experts now prefer to use revenue figures rather than subscriber adds as people have started to

use more than one phone connection to best avail offers.

Uninor apart, all other new entrants continue to languish. Videocon lost more than 588,000

customers, which is around 10% of its current subscriber base and now has only 5.4 million

users.

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India's GSM subscriber base crossed 632 million subscribers over November, up from 625

million in October. Some regions in the country are reaching peak saturation levels and the dip in

the number of new lines reflects that.

GOVT TO ALLOT GSM SPECTRUM TO OLD, NEW OPS IN PHASES

Even as the spectrum battle plays out in Court, BhartiAirtel will get its hands on some more by

next week. New kids on the block Unitech and Datacom will also get spectrum in three circles..

The spectrum battle saw BhartiAirtel being pushed against a regulatory wall, but the market

leader has fought back and fought back hard. India's largest private mobile company has added

over 2.25 million subscribers consistently over the last 4 months, while no other operator has

come even close to the 2 million mark. This makes Bharti eligible for GSM spectrum in 8 circles

as per the TRAI criteria which had raised the threshold for spectrum allotment by 2-4 times.

Department of Telecom (DoT) sources say of the 8 circles, Bharti is likely to get spectrum in the

3 southern circles as early as next week. Bhartiwont be the only one getting spectrum. This round

will also see Unitech, Videocon-owned Datacom and Essar-backed Loop Telecom getting a taste

of spectrum in 3 circles.

The government wants to avoid controversy and so sources say the minister is pushing for

simultaneous allotment of spectrum to all eligible players new and old. Sources also say

allotment in Round 2 is also likely to be over by the end of April. Spectrum in 9-10 circles is

available for allotment to all players. But the DoT wants to go about awarding it in a phased

manner.

However, operators will have to wait a while before spectrum in crucial circles like Delhi is

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allotted.

The government plans to allot GSM spectrum in phases to both old and new operators. Existing

operators are to be given priority in spectrum allotment. Bharti is eligible for GSM spectrum in

eight circles as per TRAI criteria.

The big surprise is BhartiAirtel. The buzz was that in this round of spectrum allotment, it will

largely be to the nine new players that include the likes of Unitech, Datacom, Loop Telecom, etc.

months, we have seen BhartiAirtel report very good monthly subscriber additions. They have

been reporting a monthly subscriber addition of about 2.25 million month after month for the last

3-4 months. Now, Bharti is eligible for GSM spectrum allotment in eight circles. It has already

got additional GSM spectrum in five circles a few months back and now it’s eligible for

spectrum allotment in eight.

Out of the eight, sources said that they will be getting GSM spectrum in three circles. So, in

Round 1 of this spectrum allotment, which is likely to commence next week, BhartiAirtel is

likely to get GSM spectrum in 3 southern circles apart from all the new operators. This allotment

of spectrum is going to happen in multiple rounds. So, Round 2 will see again spectrum being

awarded in 3-4 circles. Round 2 will be concluded by the end of April.

DoT sources said that there are enough spectrums available within the department to take care of

the needs of all existing and new operators. It has as many as 9-10 circles. But beyond that, DoT

will have to knock at the doors of defense, which is something that they have been doing for a

while now.

Sources added that defense would vacate spectrum only by the end of this year. So, in the

remaining circles, all operators-new and old-will have to wait till possibly the end of this year.

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DIFFRENCE BETWEEN GSM AND CDMA

GSM (global system for mobile communication) and CDMA (code division multiple access) are

two dominant technologies for mobile communication. These two technologies differ in the way

calls and data travel over the mobile phone networks take place. On comparing both the

technologies gsm has some limitation when the call quality is concerned but still has more

flexibility and an easy implementation relative to the cdma technology. The major difference

between the two lies in terms of the technology they use, security factors, their global reach and

the data transfer speeds.

the cdma is based on spread spectrum technology which makes the optimal use of available

bandwidth. It allows each user to transmit over the entire frequency spectrum all the time. On the

other hand gsm operates on the wedge spectrum called a carrier. This carrier is divided into a

number of time slots and each user is assigned a different time slot so that until the ongoing call

is finished, no other subscriber can have access to this. gsm uses both time division multiple

access (tdma) and frequency division multiple access (fdma) for user and cell separation. tdma

provides multiuser access by chopping up the channel into different time slices and fdma

provides multiuser access by separating the used frequencies.

SECURITY

More security is provided in CDMA technology as compared with the GSM technology as

encryption is inbuilt in the CDMA. A unique code is provided to every user and all the

conversation between two users are encoded ensuring a greater level of security for CDMA

users. The signal cannot be detected easily in CDMA as compared to the signals of GSM, which

are concentrated in the narrow bandwidth. Therefore, the CDMA phone calls are more secure

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than the GSM calls. In terms of encryption the GSM technology has to be upgraded so as to

make it operate more securely.

SPECTRUM FREQUENCIES

The CDMA network operates in the frequency spectrum of CDMA 850 MHz and 1900 MHz

while the GSM network operates in the frequency spectrum of GSM 850 MHz and 1900 MHz.

GLOBAL REACH

GSM is in use over 80% of the world’s mobile networks in over 210 countries as compared to

CDMA. CDMA is almost exclusively used in United States and some parts of Canada and Japan.

As the European Union permissions GSM use, so CDMA is not supported in Europe. In North

America, especially in rural areas, more coverage is offered by CDMA as compared to GSM. As

GSM is an international standard, so it’s better to use GSM in international roaming. GSM is in

use by 76% of users as compared to CDMA which is in use by 24% users.

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DATA TRANSFER RATE

CDMA has faster data rate as compared to GSM as EVDO data transfer technology is used in

CDMA which offers a maximum download speed of 2 mbps.  EVDO ready mobile phones are

required to use this technology. GSM uses EDGE data transfer technology that has a maximum

download speed of 384 kbps which is slower as compared to CDMA. For browsing the web, to

watch videos and to download music, CDMA is better choice as compared to GSM. So CDMA

is known to cover more area with fewer towers.

RADIATION EXPOSURE

GSM phones emit continuous wave pulses, so there is a large need to reduce the exposures to

electromagnetic fields focused on cell phones with “continuous wave pulses”. On the other hand

CDMA cell phones do not produce these pulses. GSM phones emit about 28 times more

radiation on average as compared to CDMA phones. Moreover, GSM phones are more

biologically reactive as compared to CDMA.

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CHAPTER –IV

DATA ANALYSIS AND INTERPRETATION AND FINDINGS

Analyzing survey data is an important and exciting step in the survey process. It is the time that

you may reveal important facts about your customers, uncover trends that you might not

otherwise have known existed, or provide irrefutable facts to support your plans. By doing in-

depth data comparisons, you can begin to identify relationships between various data that will

help you understand more about your respondents, and guide you towards better decisions.

SURVEY ANALYSIS

Analyzing any survey, web or traditional, consists of a number of interrelated processes that are

intended to summarize, arrange, and transform data into information. If your survey objective

was simply to collect data for your database or data warehouse, you do not have to do any

analysis of the data. On the other hand, if your objective was to understand the characteristics of

typical customers, then you must transform you raw results in to information that will enable you

to paint a clear picture of your customers.

Assuming you need to analyze the data collected from your survey, the process begins with a

quick review of the results, followed by editing, analysis, and reporting. To ensure you have

accurate data before investing significant time in analysis, it is important that you do not begin

analyzing results until you have completed the review and editing process.

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DETAILED ANALYSIS

Analysis is the most important aspect of your survey research project. At this point, you have

collected a set of data that must now be turned into actionable information. The process of

analysis can lead to a variety of alternative courses of action. Mistakes during analysis can lead

to costly decisions down the road, so extreme caution and careful review must be followed

throughout the process. Carelessness during analysis can lead to disaster. What you do during

analysis will ultimately determine if your survey project is a successful or not.

1) WHICH SERVICE PROVIDER ARE YOU CURRENTLY SUBSCRIBING FOR YOU’RE MOBILE?

AIR TEL VODAFONE IDEA AIRCEL TATA DOCOMO

OTHERS SPECIFY COMPANY NAME________________

CATEGORY RESPONDENTS

AIR TEL 25

VODAFONE 30

IDEA 20

AIRCEL 10

TATA DOCOMO 8

OTHERS 7

TOTAL 100

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INTERPRETATION:

Out of 100 people who participated in survey it is found 25 are using Air Tel, 30 are using

Vodafone, 20 are using Idea and 10 are using Aircel, 8 are using docomo, 8 using others. The

majority of the market share is captured by Vodafone.

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2) WHAT IS THE SERVICE WHICH YOU SUBSCRIBED?

PREPAID POSTPAID

CATEGORY

RESPONDENTS

PREPAID 80

POSTPAID 20

TOTAL 100

INTERPRETATION:

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Out of 100 people who participated in survey it is found 80 are using Prepaid, 20 are using

Postpaid. The majority of the market share is captured by prepaid services.

3) HOW DO YOU FIND THE SERVICES OF YOUR PROVIDER?

EXCELLENT GOOD AVERAGE POOR

COMPANY EXCELLENT GOOD AVERAGE POOR

AIRTEL 10 10 10 1

VODAFONE 12 8 7 1

IDEA 5 6 4 2

AIRCEL 5 4 2 2

OTHERS 3 2 2 3

INTERPRETATION:

Out of 31 respondent 10 respondent of airtel services are feel excellent ,10 repondent said good,

and 10 respondent are also feel average but only 1 respondent said poor services.

Out of 28 respondent 12 respondent of Vodafone services are feel excellent,8 respondent said

good and 7 respondent said average ,and only 1 respondent said that poor services.

Out of 17 respondent 5 respondent of Idea services said that their services are excellent,6

respondent said that good and 4 respondent said that poor and 2 respondent said that poor

services of Idea.

Out of 13 respondent 5 respondent of Aircel services said that their services are excellent and 4

respondent said that good and 2 respondent said that average ,only 1 respondent said their

services are poor.

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Out of 10 respondents 3 of other services of GSM said excellent, 2 are said good and 2

respondent said that average and 3 respondents said their services are poor.

Other GSM services company has to be providing proper services and satisfied the need of consumer.

Airtel Vodafone idea aircel others0

2

4

6

8

10

12

14

excellentgoodaveragepoor

Figure 1

4) HOW DID YOU OPT FOR THIS SERVICE PROVIDER?

ADVERTISEMENT SELF DECISION

MANY USES IN YOUR FRIEND CIRCLE

CATEGORY Vodafone Airtel Idea others

ADVERTISEMENT 25 20 10 5

SELF DECISION 5 3 1 1

MANY USES IN YOUR FRIEND CIRCLE

10 8 7 5

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INTERPRETATION:

Out of 25 respondent of Vodafone customer has to attract their advertisement, out of 20

respondent of Airtel customer attract their advertisement, 10 respondent of Idea attract their

advertisement.

Out of 5 respondent of Vodafone has to use their own decision, out of 3 respondent of Airtel has

to be use their own decision, and Idea user has to be only 1, for other GSM services only 1

respondent has their own decision.

Out of 10 respondents has to choose Vodefone for influence their friend, and out of 8

respondents of Airtel uses in your friend circle, and 7 respondent of Idea use their services with

their friend circle

Vodafone Airtel Idea others0

5

10

15

20

25

30

ADVERTISEMENTSELF DECISIONMANY USES IN YOUR FRIEND CIRCLE

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5) HOW DO YOU FIND THE PACKAGES OFFERED BY THE SERVICE PROVIDER?

EXCELLENT GOOD AVERAGE POOR

CATEGORY VODAFONE AIRTEL IDEA OTHERS

EXCELLENT 4 5 3 3GOOD 10 12 8 6

AVERAGE 5 6 8 5

POOR 3 2 5 5

INTERPRETATION:

Out of 22 respondent of Vodafone ,4 feel excellent,10 feel good,5 feel average, and

3 feel poor their package offered by service provider

Out of 25 respondent of Airtel, 5 feel excellent,12 feel good,6 feel average and 2

feel poor their package offered by service provider.

Out of 24 respondent of Idea 3 feel excellent,8 feel good,8 feel average and 5 feel poor their

package offered by service provider.

Out of 19 respondent of others GSM industry 3 feel excellent,6 feel good,5 feel

average and only 5 feel poor their package offered by service provider

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Vodafone Airtel Idea Others0

2

4

6

8

10

12

14

EXCELLENTGOODAVERAGEPOOR

6) HOW DO YOU FIND THE NETWORK OF YOUR SERVICE PROVIDER?

EXCELLENT GOOD AVERAGE POOR

CATEGORY Airtel Vodafone Idea Aircel Others

EXCELLENT 5 5 4 2 4

GOOD 3 4 2 2 11

AVERAGE 8 9 8 5 5

POOR 5 5 5 8 7

TOTAL 21 23 19 17 100

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Airtel Vodafone Idea Aircel Others0

2

4

6

8

10

12

EXCELLENTGOODAVERAGEPOOR

INTERPRETATION:

Out of 100 the 20% of people said their service provider is excellent, 15% are said good, 35% said average &30% people said their service provider is poor.

7) YOUR COMPANY PROVIDES THE ROAMING FACILITY?

YES NO

CATEGORY RESPONDENTS

YES 80

NO 20

TOTAL 100

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INTERPRETATION:

Out of 100% the 80% of people says their service provider provides roaming facility & only 20% people says their service provider not providing roaming facility.

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CHAPTER –V

CONCLUSION

Customer satisfaction is an experience-based assessment made by customers how far their

expectations about the overall functionality of the services obtained from the mobile operators

have been fulfilled. With regards to customer satisfaction measurement, the results demonstrated

that customers are satisfied with the performance of the Indian mobile telecoms industry.

The interpretation of this result could be that GSM customers are truly satisfied with the service

performance (satisfied with experience of the mobile services use) or their satisfaction results

from lack of competing services or it could be that the customers are new to satisfaction

measurement and may not be able to express their perceptions well.

Mobile operators need to strive to maximize customer satisfaction which in turn can influence

the extent of loyalty and retention. With regards to factors that influence satisfaction, network

quality demonstrated a strong influence on customer satisfaction.

Mobile operators can strive to better understand these market segments and adopt marketing

strategies to better satisfy their different needs.

With respect future projects, there is need for cooperation between academic bodies and mobile

operators so as to achieve better customer-oriented investigations. Future studies can further

investigate the factors that affect satisfaction and loyalty (such as level of education, word of

mouth, life cycles and usage pattern of customers, switching barriers, etc).

From the above study we come to the conclusion that in case of parameters of selection,

customer or subscriber will first look at the tariffs, network coverage and then other parameters.

The subscribers also expect the company to give in detail information of the service they are

availing.

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CHAPTER –VI

KEY FINDING

The survey study shows that most of the people are subscribing Vodafone because of the good

services they provide to the customers comparing to the other telecom services.

Most of the customers prefer prepaid services to control unwanted bills.

Customers have chosen the telecom services by watching advertisement. No verbal

communication taken place between customers and company. So the study says that

advertisement attract the customers.

Most of respondent give positive feedback among their provided roaming free in different state’s

people make happy.

If possible to provide roaming free services in all over the India.

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CHAPTER –VII

RECOMMENDATIONS

Telecom industry is providing very good service to its customers and it is one of the best service

providers for telecommunication, it has to make use of its resources optimally.

Respondents suggest that overall service is not satisfactory and not meeting the customer

expectations or satisfaction level, so the company should provide with proper services as per the

customer requirement.

Network is the main factor for customer dissatisfaction, majority of the respondents suggested

To increase the number of towers, widen the coverage to villages and network congestion.

The tariffs have to be consistent for quite some time in order to avoid the confusion among

subscribers.

More quickly accessible contact numbers for customer care (increase no of lines) promote them

in order make the user aware of the facility.

Provide good plans, schemes, and packages in order to have the customer with wide choice.

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CHAPTER -VIII

ANNEXURE

ANALYSIS OF CUSTOMERS USING GLOBAL SYSTEM FOR MOBILE COMMUNICATIONS (GSM)

RESPONDENTS PROFILE

Name: Sex:

Age:

Which Service Provider Are You Currently Subscribing For Your Mobile?

Air Tel Vodafone Idea Cell One Tata Docomo

Others Specify Company Name________________

What Is The Service Which You Subscribed?

Prepaid Postpaid

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How Do You Find The Services Of Your Provider?

Excellent Good Average Poor

Why Did You Opt For This Service Provider?

Advertisement Self Decision

Many Uses in Your Friend Circle

How Do You Find The Packages Offered By The Service Provider?

Excellent Good Average Poor

Do You Try New Packages Offered?

Yes No

If Yes For (6), How Frequently You Try The Packages?

Every Time New One Offered/ Launched.

If Good Response Is There From Others Who Used It.

How Do You Find The Network Of Your Service Provider?

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Excellent Good Average Poor

How Is The Customer Care Service Of Your Service Provider?

Excellent Good Average Poor

Do You Advice People To Opt For Service You Are Using?

Yes No

How Much Do You Spend Every Month For Your Mobile?

200-300 300-500 500-800 800-1000

Your Company Provide The Roaming Facility?

Yes No

Are You Satisfied With Your Company Which You Have Use GSM Service?

Yes No

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GSM OPERATOR- BHARTI

• Brand Name: AIRTEL

• Network: GSM 900, 1800, GPRS, EDGE

• Network Coverage: 17 Telecom circles

• Subscriber base: 7,062,443 (May 2004)

• Subscriptions: Post Paid, Pre Paid

VODAFONE TELECOM

• Brand Name: Vodafone

• Network: GSM 900, GSM 1800, GPRS, EDGE

• Network Coverage: 14 Telecom Circles

• Subscriber base: > 5 million

• Subscriptions: Post Paid, Pre Paid

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IDEA

• Brand Name: IDEA

• Network: GSM 900, 1800, GPRS, EDGE

• Network Coverage: 6 Telecom circles

• Subscriber base: < 4 million

• Subscriptions: Post Paid, Pre Paid

BPL Mobile

• Brand Name: BPL

• Network: GSM 900, 1800, GPRS

• Network Coverage: 6 Telecom circles

• Subscriber base: < 2 million

• Subscriptions: Post Paid, Pre Paid

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What an Idea!

CDMA Operators - RELIANCE

• Brand Name: RIM- Reliance India Mobile

• Network: CDMA 2000-1x

• Network Coverage: 18 Telecom circles

• Subscriber base: > 6, 8 million

• Subscriptions: Post Paid, Pre Paid

TATA INDICOM

• Brand Name: TATA or TATA Indicom

• Network: CDMA 2000-1x

• Network Coverage: 6 Telecom circles

• Subscriber base: > 2 million

• Subscriptions: Post Paid, Pre Paid

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CHAPTER -IX

BIBLIOGRAPHY

SEARCH ENGINE

www.google.com

www.wikipedia.com

SITES

http://articles.economictimes.indiatimes.com/

http://economictimes.indiatimes.com/

http://CNBC-TV18.com

http://www.HindustanTimes.com

http://www.thehindu.com

http://www.BusinessLine.com

www.trai.gov.in

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