Evaluations of Marketing Strategies of Various Internet Service Providers

7/30/2019 Evaluations of Marketing Strategies of Various Internet Service Providers

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INDEX

1. INTRODUCTION TO THE PROJECT 01 - 46

History of Internet.

Internet Service Provider

Internet Services Industry

Service Sector

Objectives of Research

2. RESEARCH METHODOLOGY 47 - 49

Methods to be used

3. LITERATURE REVIEW 50 - 69

Data collected

Source wise theory explanation

4. TABULATION AND CLASSIFICATION 70 - 84

Tabulation of findings

Questionnaire wise classification & interpretation

5. IMPLICATIONS AND SUGGESTIONS 85 87

Implication and Suggestions

Limitations of the Project.

6. ANNEXURES 88 - 907. BIBLIOGRAPHY 91


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EXECUTIVE SUMMARY

The objective of the research is to discover answer to the questions

and find out the truth which is hidden and which has not beendiscovered yet.Before studying further we should understand the

meaning of I.S.P. An Internet service provider (ISP, also called

Internet access provider) is a business or organization that offers

users access to the Internet and related services. Many but not all

ISPs are telephone companies. They provide services such as

Internet transit, domain name registration and hosting, dial-up

access, leased line access and colocation.

Generally, an ISP charges a monthly access fee to the consumer.

The consumer then has access to the Internet, although the speed at

which this data is transferred varies widely.Internet connection speed

can generally be divided into two categories: dialup and broadband.

Dialup connections require the use of a phone line, and usually haveconnections of 56Kbs or less. Broadband connections can be either

ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics,

Satellite orEthernet. Broadband is always on (except ISDN that is a

circuit switching technology), and varies in speed between 64Kb and

20+Mb per second.With the increasing popularity of file sharing and

downloading music and the general demand for faster page loads,

higher bandwidth connections are becoming more popular.
http://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Transit_(internet)http://en.wikipedia.org/wiki/Domain_namehttp://en.wikipedia.org/wiki/Dial-up_accesshttp://en.wikipedia.org/wiki/Dial-up_accesshttp://en.wikipedia.org/wiki/Leased_linehttp://en.wikipedia.org/wiki/Colocationhttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/ISDNhttp://en.wikipedia.org/wiki/Broadband_wireless_accesshttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Digital_Subscriber_Linehttp://en.wikipedia.org/wiki/Fiber_Opticshttp://en.wikipedia.org/wiki/Satellite_Internethttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Circuit_switchinghttp://en.wikipedia.org/wiki/File_sharinghttp://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Transit_(internet)http://en.wikipedia.org/wiki/Domain_namehttp://en.wikipedia.org/wiki/Dial-up_accesshttp://en.wikipedia.org/wiki/Dial-up_accesshttp://en.wikipedia.org/wiki/Leased_linehttp://en.wikipedia.org/wiki/Colocationhttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/ISDNhttp://en.wikipedia.org/wiki/Broadband_wireless_accesshttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Digital_Subscriber_Linehttp://en.wikipedia.org/wiki/Fiber_Opticshttp://en.wikipedia.org/wiki/Satellite_Internethttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Circuit_switchinghttp://en.wikipedia.org/wiki/File_sharing


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In the todays scenario, we all are well aware of various Internet

Service Provider in Market and various services provided by them.

The problem of this project is to study the market strategies of various

Internet Services Provider in Jalandhar. In this study I will take the

Internet services provided by various companies and they are:-

1. V.S.N.L

2. Bharti Airtel Ltd.

3. H.F.C.L. Connect

4. B.S.N.L

OBJECTIVES OF THE RESEARCH

1. To study the market strategies of VIDESH SANCHAR NIGAM

LTD.

2. To study the various services provided to customers by the

company.

3. To study the customer review and their satisfaction level.

4. To understand the various problems faced by customer.


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RESEARCH METHODOLOGY

Universe :- The Universe in this problem is the four Internet Service

Providers operating in Jalandhar

Category of Respondents:- The respondents which I will take into

consideration for this study will be the Home Users, Coroporates and

Local SMEs using the services of these ISPs

Sampling Design :- The sampling design for the project will be

Random Sampling Method.

Size of Sample :- For solving the problem of the project I will take

the views of 200 Respondents

Research Approach :- Survey Method

Data Collection Instruments :- The data Collection instrument will

be questionnaires

Source of Data :- Both primary and Secondry data will be the Source

fo this study.


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IMPLICATIONS

Compared to the objectives of the project, the researcher found the

following implications of the project:

Studying the market strategies of various Internet Service Provider

operating in Jalandhar made the researcher to look at various

problem faced by the companies to stand themselves in market. It

has also enabled the researcher to study their market structure

and strategies and how they attract customer with new ideas

The researcher after interacting with users come to know about

the various services which ISPs are providing to their user toretain their user base and it also help the researcher in

determining that how much is customer aware of the services of

his ISP.

Satisfying the customer is one of the major task or goal of every

company so here the researcher has also studied the customer

satisfaction level along with reviews of customer on various

services of their service providers. It concluded that in most of the

case either the customers are fully satisfied or fully dissatisfied

there is no neutral point.

Satisfaction of Customer also deals with satisfying the customer by

eliminating its problem. Here in this research the Researcher had

also tried to study the problem faced by customers and steps

taken by company to solve those problems and even the time

taken by company to solve those problems.


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SUGGESTION

Dedicated retention efforts like telecalling and personal visits to

retain the customer at point itself.

Resolving any query or complaint relating to connectivity, VAS or

anu wrong commitment by the dealer or distributor .

Giving regular schemes and additional facilities to customer to

retain them.

Providing the option for free safe custody of the customers

account for him to remake his mind and convincing him

meanwhile.

Explaining in detail the various plans offered by the company andconvincing and shifting him to a plan that best suits his

requirements.


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INTRODUCTION ABOUT THE RESEARCH

The objective of the research is to discover answer to the questions and

find out the truth which is hidden and which has not been discovered

yet.

Before studying further we should understand the meaning of I.S.P. An

Internet service provider (ISP, also called Internet access provider) is a

business or organization that offers users access to the Internet and

related services. Many but not all ISPs are telephone companies. Theyprovide services such as Internet transit, domain name registration and

hosting, dial-up access, leased line access and colocation.

Generally, an ISP charges a monthly access fee to the consumer. The

consumer then has access to the Internet, although the speed at which

this data is transferred varies widely.Internet connection speed can

generally be divided into two categories: dialup and broadband. Dialup

connections require the use of a phone line, and usually have

connections of 56Kbs or less. Broadband connections can be either

ISDN, Broadband wireless access, Cable modem, DSL, Fiber Optics,

Satellite or Ethernet. Broadband is always on (except ISDN that is a

circuit switching technology), and varies in speed between 64Kb and

20+Mb per second.With the increasing popularity of file sharing anddownloading music and the general demand for faster page loads,

higher bandwidth connections are becoming more popular.
http://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Transit_(internet)http://en.wikipedia.org/wiki/Domain_namehttp://en.wikipedia.org/wiki/Dial-up_accesshttp://en.wikipedia.org/wiki/Leased_linehttp://en.wikipedia.org/wiki/Colocationhttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/ISDNhttp://en.wikipedia.org/wiki/Broadband_wireless_accesshttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Digital_Subscriber_Linehttp://en.wikipedia.org/wiki/Fiber_Opticshttp://en.wikipedia.org/wiki/Satellite_Internethttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Circuit_switchinghttp://en.wikipedia.org/wiki/File_sharinghttp://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Transit_(internet)http://en.wikipedia.org/wiki/Domain_namehttp://en.wikipedia.org/wiki/Dial-up_accesshttp://en.wikipedia.org/wiki/Leased_linehttp://en.wikipedia.org/wiki/Colocationhttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/ISDNhttp://en.wikipedia.org/wiki/Broadband_wireless_accesshttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Digital_Subscriber_Linehttp://en.wikipedia.org/wiki/Fiber_Opticshttp://en.wikipedia.org/wiki/Satellite_Internethttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Circuit_switchinghttp://en.wikipedia.org/wiki/File_sharing


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HISTORY OF INTERNET

The USSR's launch ofSputnik spurred the U.S. to create the Defense

Advanced Research Projects Agency (DARPA) in February 1958 to

regain a technological lead. DARPA created the Information Processing

Technology Office to further the research of the Semi Automatic Ground

Environment program, which had networked country-wide radar systems

together for the first time. J. C. R. Licklider was selected to head the

IPTO, and saw universal networking as a potential unifying human

revolution. Licklider recruited Lawrence Roberts to head a project toimplement a network, and Roberts based the technology on the work of

Paul Baran who had written an exhaustive study for the U.S. Air Force

that recommended packet switching to make a network highly robust

and survivable. After much work, the first node went live at UCLA on

October 29, 1969 on what would be called the ARPANET, the "eve"

network of today's Internet. In December of 1970, Charles A. Petrik

contacted the U.S. Navy and suggested that a special communications

network, which the Department of Defense had built for use in the

possiblitity of a nuclear attack, could also be used during peace time.

Petrik convinced the military to connect the computers of the U.S.

National Laboratories for scientific research purposes, and to allow

these labs to get data to other labs faster, and safer.

The first TCP/IP wide area network was operational by 1 January 1983 ,

when the United States' National Science Foundation (NSF) constructed

a university network backbone that would later become the NSFNet.

(This date is held by some to be technically that of the birth of the

Internet.) It was then followed by the opening of the network to
http://en.wikipedia.org/wiki/USSRhttp://en.wikipedia.org/wiki/Sputnikhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/DARPAhttp://en.wikipedia.org/wiki/DARPAhttp://en.wikipedia.org/wiki/Information_Processing_Technology_Officehttp://en.wikipedia.org/wiki/Information_Processing_Technology_Officehttp://en.wikipedia.org/wiki/Semi_Automatic_Ground_Environmenthttp://en.wikipedia.org/wiki/Semi_Automatic_Ground_Environmenthttp://en.wikipedia.org/wiki/J._C._R._Lickliderhttp://en.wikipedia.org/wiki/Lawrence_Roberts_(scientist)http://en.wikipedia.org/wiki/Paul_Baranhttp://en.wikipedia.org/wiki/Packet_switchinghttp://en.wikipedia.org/wiki/UCLAhttp://en.wikipedia.org/wiki/October_29http://en.wikipedia.org/wiki/ARPANEThttp://en.wikipedia.org/wiki/TCP/IPhttp://en.wikipedia.org/wiki/January_1http://en.wikipedia.org/wiki/National_Science_Foundationhttp://en.wikipedia.org/wiki/NSFNethttp://en.wikipedia.org/wiki/USSRhttp://en.wikipedia.org/wiki/Sputnikhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/DARPAhttp://en.wikipedia.org/wiki/DARPAhttp://en.wikipedia.org/wiki/Information_Processing_Technology_Officehttp://en.wikipedia.org/wiki/Information_Processing_Technology_Officehttp://en.wikipedia.org/wiki/Semi_Automatic_Ground_Environmenthttp://en.wikipedia.org/wiki/Semi_Automatic_Ground_Environmenthttp://en.wikipedia.org/wiki/J._C._R._Lickliderhttp://en.wikipedia.org/wiki/Lawrence_Roberts_(scientist)http://en.wikipedia.org/wiki/Paul_Baranhttp://en.wikipedia.org/wiki/Packet_switchinghttp://en.wikipedia.org/wiki/UCLAhttp://en.wikipedia.org/wiki/October_29http://en.wikipedia.org/wiki/ARPANEThttp://en.wikipedia.org/wiki/TCP/IPhttp://en.wikipedia.org/wiki/January_1http://en.wikipedia.org/wiki/National_Science_Foundationhttp://en.wikipedia.org/wiki/NSFNet


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commercial interests in 1985. Important separate networks that offered

gateways into, then later merged into the NSFNet include Usenet, Bitnet

and the various commercial and educational X.25 Compuserve and

JANET. Telenet (later called Sprintnet), was a large privately-funded

national computer network with free dialup access in cities throughout

the U.S. that had been in operation since the 1970's. This network

eventually merged with the others in the 90's as the TCP/IP protocol

became increasingly popular. The ability of TCP/IP to work over these

pre-existing communication networks allowed for a great ease of growth.

Use of Internet as a phrase to describe a single global TCP/IP network

originated around this time.

The network gained a public face in the 1990s. In August 1991 CERN,

which straddles the border between France and Switzerland publicized

the new World Wide Web project, two years afterTim Berners-Lee had

begun creating HTML, HTTP and the first few web pages at CERN. In

1993 the National Center for Supercomputing Applications at theUniversity of Illinois at Urbana-Champaign released the Mosaic web

browserversion 1.0, and by late 1994 there was growing public interest

in the previously academic/technical Internet. By 1996 the word

"Internet" was common public currency, but it referred almost entirely to

the World Wide Web.
http://en.wikipedia.org/wiki/Usenethttp://en.wikipedia.org/wiki/Bitnethttp://en.wikipedia.org/wiki/X.25http://en.wikipedia.org/wiki/Compuservehttp://en.wikipedia.org/wiki/JANEThttp://en.wikipedia.org/wiki/Telenethttp://en.wikipedia.org/wiki/CERNhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Tim_Berners-Leehttp://en.wikipedia.org/wiki/HTMLhttp://en.wikipedia.org/wiki/HTTPhttp://en.wikipedia.org/wiki/CERNhttp://en.wikipedia.org/wiki/National_Center_for_Supercomputing_Applicationshttp://en.wikipedia.org/wiki/University_of_Illinois_at_Urbana-Champaignhttp://en.wikipedia.org/wiki/Mosaic_(web_browser)http://en.wikipedia.org/wiki/Mosaic_(web_browser)http://en.wikipedia.org/wiki/World_Wide_Webhttp://en.wikipedia.org/wiki/Usenethttp://en.wikipedia.org/wiki/Bitnethttp://en.wikipedia.org/wiki/X.25http://en.wikipedia.org/wiki/Compuservehttp://en.wikipedia.org/wiki/JANEThttp://en.wikipedia.org/wiki/Telenethttp://en.wikipedia.org/wiki/CERNhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Tim_Berners-Leehttp://en.wikipedia.org/wiki/HTMLhttp://en.wikipedia.org/wiki/HTTPhttp://en.wikipedia.org/wiki/CERNhttp://en.wikipedia.org/wiki/National_Center_for_Supercomputing_Applicationshttp://en.wikipedia.org/wiki/University_of_Illinois_at_Urbana-Champaignhttp://en.wikipedia.org/wiki/Mosaic_(web_browser)http://en.wikipedia.org/wiki/Mosaic_(web_browser)http://en.wikipedia.org/wiki/World_Wide_Web


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Aside from the complex physical connections that make up its

infrastructure, the Internet is held together by bi- or multi-lateral

commercial contracts (for example peering agreements) and by

technical specifications orprotocols that describe how to exchange data

over the network. Indeed, the Internet is essentially defined by its

interconnections and routing policies.

As of January 2006, over 1 billion people use the Internet according to

Internet World Stats. With the emergence of the internet and recent high

speed connections becoming available to the public, the internet has

altered the way many people work in significant ways. Contrary to the

traditional 9-5 workday where employees commute to and from work,

the internet has allowed greater flexibility both in terms of working hours

and work location. Today, many employees work from home by

"telecommuting".

The internet and the advent ofblogs has given employees a forum from

which to voice their opinions about their jobs, employers and co-

workers, creating a massive amount of information and data on work

that is currently being collected by the Worklifewizard.org project run by

Harvard Law School's Labor & Worklife Program.
http://en.wikipedia.org/wiki/Peering_agreementhttp://en.wikipedia.org/wiki/Communications_protocolhttp://en.wikipedia.org/wiki/Datahttp://www.internetworldstats.com/stats.htmhttp://en.wikipedia.org/wiki/Telecommutinghttp://en.wikipedia.org/wiki/Blogshttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Datahttp://www.worklifewizard.org/http://www.law.harvard.edu/programs/lwphttp://en.wikipedia.org/wiki/Peering_agreementhttp://en.wikipedia.org/wiki/Communications_protocolhttp://en.wikipedia.org/wiki/Datahttp://www.internetworldstats.com/stats.htmhttp://en.wikipedia.org/wiki/Telecommutinghttp://en.wikipedia.org/wiki/Blogshttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Datahttp://www.worklifewizard.org/http://www.law.harvard.edu/programs/lwp


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INTERNET SERVICE PROVIDERS

An Internet service provider (ISP, also called Internet access provider or

IAP) is a business or organization that offers users access to the

Internet and related services. Many but not all ISPs are telephone

companies. They provide services such as Internet transit, domain name

registration and hosting, dial-up orDSL access, leased line access and

colocation.

Internet hosting services run servers, provide managed hosting, and

include the Internet connection Generally, an ISP charges a monthly

access fee to the consumer. The consumer then has access to the

Internet, although the speed at which this data is transferred varies

widely.

Internet connection speed can generally be divided into two categories:

dialup and broadband. Dialup connections require the use of a phone

line, and usually have connections of 56 kbit/s or less. Broadband

connections can be either ISDN, Broadband wireless access, Cable

modem, DSL, Fiber Optics, Satellite orEthernet. Broadband is always

on (except ISDN that is a circuit switching technology), and varies in

speed between 64 Kb and 20 Mb per second or more. With the

increasing popularity of file sharing and downloading music and the

general demand for faster page loads, higher bandwidth connections are

becoming more popular.
http://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Transit_(internet)http://en.wikipedia.org/wiki/Domain_namehttp://en.wikipedia.org/wiki/Dial-uphttp://en.wikipedia.org/wiki/DSLhttp://en.wikipedia.org/wiki/Leased_linehttp://en.wikipedia.org/wiki/Colocationhttp://en.wikipedia.org/wiki/Internet_hosting_servicehttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/ISDNhttp://en.wikipedia.org/wiki/Broadband_wireless_accesshttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Digital_Subscriber_Linehttp://en.wikipedia.org/wiki/Fiber_Opticshttp://en.wikipedia.org/wiki/Satellite_Internethttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Circuit_switchinghttp://en.wikipedia.org/wiki/File_sharinghttp://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Telephone_companyhttp://en.wikipedia.org/wiki/Transit_(internet)http://en.wikipedia.org/wiki/Domain_namehttp://en.wikipedia.org/wiki/Dial-uphttp://en.wikipedia.org/wiki/DSLhttp://en.wikipedia.org/wiki/Leased_linehttp://en.wikipedia.org/wiki/Colocationhttp://en.wikipedia.org/wiki/Internet_hosting_servicehttp://en.wikipedia.org/wiki/Datahttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/Dialuphttp://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/ISDNhttp://en.wikipedia.org/wiki/Broadband_wireless_accesshttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Cable_modemhttp://en.wikipedia.org/wiki/Digital_Subscriber_Linehttp://en.wikipedia.org/wiki/Fiber_Opticshttp://en.wikipedia.org/wiki/Satellite_Internethttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Circuit_switchinghttp://en.wikipedia.org/wiki/File_sharing


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The history of Internet Service Providers is integral to the development

of the formation of the modern internet, as well as the economic impact

it had on the world. Commercial use of the Internet began in the early

1990s, with companies like MindSpring serving limited customers and

connections starting in 1994. Many started out as small companies with

home made software, and server facilities in their garages. Users would

pay around $20 (11.50) to $40 (23) for a dial-up connection.

Connection speeds ranged from 9.6 kbit/s to 14.4 kbit/s, and

connections were unreliable. At the same time, larger companies such

as CompuServe and America Online had their own networks and

proprietary software for connecting - therefore CompuServe and AOL

were separate networks from the Internet, and neither continue to exist.

V.90 was developed in 1998, bringing download speeds up to 56 kbit/s.

Larger companies began to offer Internet services, propelling

acceptance of the Internet through advertising. Internet prices also

began to stabilize. The price for a dialup connection became $19.95 amonth.

By the 2000s, the battle over broadband also began to appear. DSL,

which was over phone lines, was an option for traditional ISPs. Cable

companies also became ISPs by offering cable modem access. During

the late 90s and early 2000s these technologies were in intense

competition. Pricing, technology, and market share drove the Internet

economy. Smaller ISPs however did not have access to the cable

system and DSL was too expensive. Many small ISPs began using

wireless technology to provide broadband access.
http://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/1990shttp://en.wikipedia.org/wiki/MindSpringhttp://en.wikipedia.org/wiki/1994http://en.wikipedia.org/wiki/Dial-uphttp://en.wikipedia.org/wiki/CompuServehttp://en.wikipedia.org/wiki/America_Onlinehttp://en.wikipedia.org/wiki/Proprietaryhttp://en.wikipedia.org/wiki/V.90http://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/DSLhttp://en.wikipedia.org/wiki/2000shttp://en.wikipedia.org/wiki/Wireless_technologyhttp://en.wikipedia.org/wiki/Internethttp://en.wikipedia.org/wiki/1990shttp://en.wikipedia.org/wiki/MindSpringhttp://en.wikipedia.org/wiki/1994http://en.wikipedia.org/wiki/Dial-uphttp://en.wikipedia.org/wiki/CompuServehttp://en.wikipedia.org/wiki/America_Onlinehttp://en.wikipedia.org/wiki/Proprietaryhttp://en.wikipedia.org/wiki/V.90http://en.wikipedia.org/wiki/Broadbandhttp://en.wikipedia.org/wiki/DSLhttp://en.wikipedia.org/wiki/2000shttp://en.wikipedia.org/wiki/Wireless_technology


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In 2000, The dot-com bust proved a serious threat to the established

ISPs. Smaller ISPs offering low-cost internet served a major challenge,

as well as an overall slump in the economy. Popularity of the Internet

was still on the rise but the companies providing the services were

finding a hard time breaking even. Many of the small ISPs still

functioned as normal as they operated on revenues and not overinflated

stocks.

As of 2005, the larger ISPs are turning a profit, often through a

combination of wireless, wired and content services, all subscription

based. One major challenge in the near future is that of free wireless

broadband access, possibly provided as a municipality.
http://en.wikipedia.org/wiki/Dot-com_busthttp://en.wikipedia.org/w/index.php?title=Content_services&action=edithttp://en.wikipedia.org/wiki/Subscriptionhttp://en.wikipedia.org/wiki/Wireless_broadbandhttp://en.wikipedia.org/wiki/Wireless_broadbandhttp://en.wikipedia.org/wiki/Municipalityhttp://en.wikipedia.org/wiki/Dot-com_busthttp://en.wikipedia.org/w/index.php?title=Content_services&action=edithttp://en.wikipedia.org/wiki/Subscriptionhttp://en.wikipedia.org/wiki/Wireless_broadbandhttp://en.wikipedia.org/wiki/Wireless_broadbandhttp://en.wikipedia.org/wiki/Municipality


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INTERNET SERVICES INDUSTRY

AN OVERVIEW

The state-owned Videsh Sanchar Nigam Limited (VSNL)

launched Internet Services in India in August 1995. For the first

four years , VSNL was the sole provider of Internet Services in

the Country. In November 1998, the Government ended VSNLs

monopoly and allowed provisioning of Internet Services by

Private Operators. The Terms and Conditions of the ISPs

License were unusually liberal with no License Fee and allowed

unlimited number of players. ISPs could set their own tariffs and

even their own International Gateways.

DoT issues three types of licenses Category A for all-India

operations; Category B for metros and state - level circles, and

Category C for medium and small cities (SDCAs). Presently

there are 390 License holders, 64 in Category A and 135& 191

each in Category B and C. About 189 licensees have started

their operations.

The Internet is certainly a major phenomenon in India today.

Everywhere one looks, the signs of its arrival and adoption are

visible. In fact it is being universally recognized that as the

Internet proliferates, so will E-Commerce and E-Governance and

E-Business. It is, therefore, in our National interest to boost the

expansion of Internet Services in the Country. This will also

enable the citizens to avail of the benefits arising out of IT

enabled services.


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INITIATIVES BY THE GOVERNMENT

The New Telecom Policy, 1999 (NTP 99) stipulates targets in

terms of establishing Telecom Network with a view to achieve

tele-density of 7 per 100 by the year 2005 and 15 per 100 by the

year 2010. The NTP 99 also stipulates targets for providing

Internet Access to all District Headquarters by the year 2002. In

addit ion, the Government has initiated various pro-active

measures in the proliferation of the Internet Services in the

Country. Some of the important initiatives are as under :

ISP License is one of the most liberal License, wherein no

License Fee has been levied on the ISPs till 31st October

2003.Thereafter, a token license fee of Rs. One per annum

is payable w.e.f. 1st November 2003.

There is no restriction on the number of Service Providers

in all the three categories i.e. A, B, C. ISPs have been permitted to set up International Gateways

by having business arrangement with Foreign Satellites

Providers and Collaborators.

ISPs have been permitted to provide last mile access using

Radio and Fiber Optics.

ISPs have been permitted to provide ISP Services through

Cable T V Infrastructure / Operators.

The Government has initiated an ambit ious plan to

developed National Internet Backbone (NIB) in the country.


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100% FDI allowed through automatic route to the ISP

(without gateways), 74% in case of ISPs set ting up

International Gateways.

ISP's permitted to set up Submarine Cable Landing

Stations ei ther s ingly or joint ly in col laborat ion with

International Undersea Bandwidth Carriers.

National Long Distance Services opened to private sector

on non-exclusive basis.

International Long Distance Services opened up to private

sector on non-exclusive basis w.e.f. April 1, 2002

Implementation of IT Act, 2000.

Internet Telephony Services opened up to ISPs w.e.f. April

1, 2002.

De-licensing of W-LAN in 2.4 Ghz band using IEEE 802.11b

technology

Reduction of Performance Bank Guarantee by 50% for

Category A & B ISPs and 33% for Category C ISPs.

Since 1995, a number of countries have permitted VOIP as a

technology option to the classical PSTN as well as Internet

Telephony so as to provide a cheaper alternative to classical

PSTN calls. In India, the ISPs were allowed to offer Internet

Telephony Services with effect from April 1, 2002. With the

choice availability of Toll Quality (PSTN) and Non-Toll Quality

options, Internet Telephony has thrown open Long Distance

Telephony to those sections of Society, which could not afford

the same earlier. Further, Internet Telephony is proving to be a

key driver for local entrepreneurs to set up Community


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Information Centers / Cyber-kiosks / Internet Dhabas, etc even

in small towns and vil lages. In fact i t has made distance

learning, Tele-medicine and e-governance etc a reality in Indian

context.

More than 90 ISPs have been granted l icense for offer ing

Internet Telephony Services. There has been a substantial

growth in the Cyber Caf / Cyber Dhabas offer ing Internet

Telephony Services. It is expected that Internet Telephony will

provide f il lip to the demand for network facil it ies including

bandwidth, last mile access and other connectivity resources

and bridging the digital divide within the Countr. However, an

important issue needing immediate attention is tackling the

Internet Telephony Grey Market which is estimated to be about

90 per cent of the total Internet Telephony market in India and

requires concerted efforts by Government and industry. It is

imperative that all leading ISPs including VSNL, BSNL andMTNL join hand to tackle the menace.

Growth Rate

During the first three years of VSNL monopoly, the Internet

subscriber base grew very slowly. By the end of March 1998, it

had barely reached 140,000 subscribers. The end of VSNLsmonopoly changed things dramatically wherein, the entry of

private players, unlimited and open competi tion, and the

lowering of tariffs, among other factors, led to the phenomenal

surge in the subscriber base growth. Between March 99 and


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March 01, the subscriber base grew more than 200 percent per

year, from 280,000 to 3,000,000.

The following Table is indicative of the trends in the Growth of

Internet subscriber base.

Month/ Year Subscriber Base (Millions)

Aug' 950.01

Mar' 96 0.05

Mar' 97 0.09

Mar' 98 0.14

Mar' 99 0.28

Mar' 00 0.90

Mar' 01 3.00

Mar' 02 3.20

Mar' 03 3.60

Sep' 03 3.98

Dec' 03 4.10

While the Government has been propelling India towards the

Information Age and Convergence by announcing enabling

Policies toward development and progress with an ultimate goal

of Internet for All. However, the implementation of some of

these pol ic ies have been beset with various operat ional,

procedural & regulatory issues and supporting legal framework,

which is inhibit ing the reach and benefit of Internet to the


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masses in the Country. The declining growth rate of Internet

Subscriber Base since April 2001 coupled with reduced inflow of

Capita Investment, is indicative of the serious maladies, which

the Internet Industry is facing today.

The growth rate in the subscriber base which was as high as

54% per quarter during the period Apr 99 to Mar 01 is on a

constant decline and was of the order of 3-4 % during the

quarters ending June, Sept & Dec 2001. I t is, therefore,

imperative that we review the Internet Scenario in India and

identify and initiate effective steps to trigger a faster growth.

SERVICE SECTOR


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In economics and marketing, a service is the non-material equivalent of

a good. Service provision has been defined as an economic activity that

does not result in ownership, and this is what differentiates it from

providing physical goods. It is claimed to be a process that creates

benefits by facilitating either a change in customers, a change in their

physical possessions, or a change in their intangible assets.

By supplying some level ofskill, ingenuity, and experience, providers of

a service participate in an economy without the restrictions of carrying

stock (inventory) or the need to concern themselves with bulky raw

materials. On the other hand, their investment in expertise does require

marketing and upgrading in the face of competition which has equally

few physical restrictions.Providers of services make up the Tertiary

sector of industry.

Service sector is a new frontier for marketing strategy. Service sector

continues to be an ever more important part of the gross national

product of developing and developed nations. Health Care, tourism,

recreations, engineering, telecom, internet, education, financial services

etc are vital to health and prosperity of every nation.

Today the time has arrived when any company any sector can get

competitive edge on others by providing uninterrupted services.

Multidimensional development in Information Technology activated and

energized by the developed countries has made ways of sophistication

in almost all areas. The invention and innovation have been paving

avenues for qualitative transformation almost in all areas. This has been

successful in increasing the level of satisfaction of the customers. The
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globalization and liberalization has opened new vitas for development of

services generating organization. The intensity of the competition is

found moving upward. The organizations active in enriching their

strength have been found establishing an edge and compelling the weak

organizations making final good bye.

There for in present scenario companies are striving to make their

services better to retain the customer because selling services is difficult

from selling products.


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FOUR Is RELATED TO SERVICE

MARKETING

INTANGIBILITY

FOUR Is OF

INSEPERABILITY SERVICE INCONSISTANCY

MARKETING

INVENTORY

1. INTANGIBILITY : - Intangibility is an important consideration that

complicates responsibility of marketing manager, especially while

influencing and motivating prospects and customers. The good of

tangible nature can be displayed. The prospects of the buyer can

have a look on them before making any decisions. Selling process

is therefore easy. But services are intangible nature and therefore

decision making process is complicated.


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2. INSEPERABILITY : - This is also a feature which complicated the

task of professional while marketing the services. The

inseparability focuses on the fact that the services are not

separable in nature. Generally the services are created and

supplied simultaneously.

According to Donald Cowell Goods are produced, sold and then

consumed where as services are sold and then produced and

consumed.

3. INCONSISTANCY : - This aspect can infact touch various factors.

Services are not consistent in terms of existence, heterogeneity,

availability. Say goods bought by us remain existent, durables,

continue for a long time period. Non Durables for limited period.

But services are non existent in nature. Similarly services can not

be measured easily. There is an inconsistency. It may depend

upon the mood of service providers.

4. INVENTORY : - Goods can be accumulated and inventory can be

maintained. But its not possible to make inventory of services. It is

these four is that marketing of services is bit difficult. So it

becomes very important for the marketer to overcome these Is.


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EIGHT Ps OF PRODUCT MARKETING

EIGHT Ps

Main 4 Ps Additional

4 Ps

Price Product Place Promotion People Process Product Physical

Evidence

1. PRODUCT :- Here we are considering the services as product

other wise also according to 10 Kohlel Any product can beconsisted of there components i.e. Goods , Services and Idea. A

product should be designed according to market needs.

2. PRICE :- Price is also one of the major factors related to the

marketing of services. The scenario has changed. Market dynamics

is forcing the marketers to design the pricing policy of the

competition


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3. PLACE :- The services or the product marketing has major factors

of availability. To make goods and services freely available so that

they are easily in reach of customer. What kind of distribution

channel is involved in making assuring the availability?

4. PROMOTION :- Companies in service sector use different media for

promotions. Through in products selling also there is different media

of promotion various advertising techniques and sales promotion

campaign are being used. But in service sector customer

involvement and customer relationship management plays a major

role

5. PHYSICAL EVIDENCE :- As now days all the service providers are

opening their offices in all the major cities so that customers can

easily reach of the companies.

6. PEOPLE :- As services are inseparable so satisfaction of the

customer form services also depends upon the people who are

involved in providing the services.

7. PROCESS : - It takes a process to make a plant from a seed. So a

company who is providing services actually involves with the

customers.

8. PRODUCTIVITY :- Productivity in services deals with providing a

huge bunch of services along with retaining the customer for the

future course of action and to generate productivity.


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TRAIS LATEST REGULATION ON ISPS

TRAI released Consultation Paper on "Issues Relating to Transition of

IPv4 to IPv6 in India". As a continuation of its initiative for accelerating the growth of broadband inthe country TRAI have issued a consultation paper to deliberate on various issues relating to transition from IPv4

to IPv6 in the country.

The growing number of Always On Broadband connections will require a large number of IP addresses. It is felt

that the current version of Internet Protocol (IPv4) may not be able to provide requisite address space.

IPv6, which is next generation Internet protocol, has capacity to expand the available address space on the

Internet enormously as well as having the capability to provide better QOS. In addition IPv6 is designed to

promote higher flexibility functionality & enhanced security.

The paper provides the necessary platform for discussing the various related issues like facilitating role of

regulator, policy initiative required, need for national IPv6 test bed, establishing national agency for managing IP

addresses and IPv6 transition strategy for service providers. In addition some of the examples of successful

implementation from other countries have been included. This initiative of TRAI is to complement the efforts of

Department of Information Technology (DIT) towards countrys transition to IPV6.

SOME INTERESTING FINDINGS

BY SURVEY ON INTERNET

Over 78% of the Internet Users are in the age group 18-39

years and 75% of the Internet Users are Males.

The Capital Cities (New Delhi and Other State Capital)

accounts for 79% of Internet Connections of the Country.


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More than 86% of top Corporate Houses have endorsed

that Internet and E-Commerce is an integral part of their

corporate strategic framework.

Over 76 % of the Internet Users use E-mail Services

Over 61% of the Users Access Internet f rom school,

colleges, place of work and Cyber Cafes while 27% access

Internet from homes.

Among the career conscious and educat ion driven middle

class, Internet is seen as critical to success in professional

life.

There are approx 59 mil lion te lephone connections

(including Mobile) and 8.5 million PC base in India.


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WHY MARKETING OF INTERNET IS REQUIRED

1. IMMENSE COMPETITION : -

Now a day there is immense competition in market. For making

any product and services successful good marketing is very much

required. If we consider the internet service sector few no. of

players are there in market.

2. RETAIN AND ATTRACT CUSTOMER :-

In order to retain the old customer base and attract new

customers good marketing is required.

3. TO BOOST CUSTOMERS CONFIDENCE :-


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As specified earlier intangible its very much required to build the

confidence of customer so that he can decide for opting for the

services of a particular internet service player.

4. PRICE WAR :-

As price war cant play a major role in this service sector because

of TRAIs intervention and also its not beneficial for the service

providers. So good marketing can help in getting more and more

customers.

5. QUALITY OF SERVICE :-

To tell the customers about the various options available and

provided by the internet service players its very much required

that proper marketing of internet services should be there.


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INTRODUCTION OF THE COMPANIES

VIDESH SANCHAR NIGAM LTD.

The first Submarine Telegraph Cable from U.K. landed in Bombay in

1870, heralding the era of external telecommunications in India.

The Eastern Telegraph Co. (ETC) of 1872 and the Indian

RadioTelegraph Co. (IRT) of 1927 merged to form the Indian Radio and

Cable Communications Co. (IRCC) in 1932. The H.F. Radio telegraph

made its appearance on the scene in 1927, followed by Radio telephony

in 1933. Consequent to India's Independence in 1947, there were

phenomenal developments in her communication system and

technology. The Government of India took over the IRCC, giving birth to


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the Overseas Communications Service (OCS), a Government

Department.

The satellite era dawned in 1970. India also had, by 1982, wideband

submarine telephone cable system and Troposcatter system in the

external telecommunications network.On April 1, 1986, the Videsh

Sanchar Nigam Limited (VSNL) - a wholly Government owned

corporation - was born as successor to OCS.

There were unexpected developments in mobile communications too.

Now it is possible to communicate and do business with people on themove - on land, on the high seas or in the air, even while you are

moving from one place to another. These developments also made

possible safety through communications - during natural calamities like

flood or earthquake or man-made calamities like war, when conventional

systems are thrown out of gear.

Meanwhile, VSNL introduced Internet services in India in the year 1995.

The new era of communications started towards the new millennium. In

February 2002, the Government of India, as per their disinvestments

plan, released 26% of VSNL's equity to a strategic partner.

Consequently, VSNL was taken over under the administrative control of

TATAs. It is under the Management of TATAs - India's best known

industrial house-that VSNL is now charting its future course


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Videsh Sanchar Nigam Limited (VSNL)

VSNL was incorporated on April 1, 1986 under the Indian Companies

Act , 1956 to take over the activities of the erstwhile Overseas

Communication Services (OCS). The company operates a network of

earth stations, switches, submarine cable systems, and value added

service nodes to provide a range of basic and value added services.

VSNL's main gateway centres are located at Mumbai, New-Delhi,

Kolkata and Chennai. The international telecommunication circuits are

derived via Intelsat and Inmarsat satellites and wide band submarine

cable systems e.g. FLAG, SEA-ME-WE-2 and SEA-ME-WE-3.

The company's ADRs are listed on the New York Stock Exchangeand

its shares are listed on major Stock Exchanges in India. The Indian

Government owns approximately 26% equity, M/s Panatone Finvest

Limited as investing vehicle of Tata Group owns 45% equity and the

overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is

approximately 13% as on 31 December 2002, the rest is owned by

Indian institutions and the public.
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VSNL with its dedicated work force of about 2000 employees is

committed to providing efficient and cost effective world class

telecommunications services.

VSNL AND ITS EMPLOYEES

VSNL offers its employees careers and not jobs. The large numbers of

employees with life tenure at VSNL testify to that. The secret to this

loyalty lies in the following:

Performance Based Culture:

VSNL has a strong performance based culture wherein the performance

and potential of the employee determines their sustenance and growth.

Growth:

Due to the scorching pace of growth VSNL provides its achievers a fast

paced growth path. Those who show potential are soon given higher

responsibilities. Employees grow into higher roles within the multiple

business units of VSNL as well as group companies in the telecom

space and outside it.

Competency and skill up gradation:

VSNL believes in upgrading the competency and skill level of the

organization through upgrading the competency and skill levels of its

employees. The two initiatives through which this is sought to be

achieved is

Resource Planning Through which employees are identified

and moved across business units and functions.


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Training - We provide extensive training inputs in technical and

managerial areas. Employees are expected to maintain their

technical excellence and develop managerial skills through the

process of training.

Good HR Practices:

Fair and transparent Performance Evaluations:VSNL has an

online appraisal system based on the Balanced Score Card. The

system is completely transparent and is used to drive performance

through the organization. The system defines expectations from theemployee, monitors his/her performance and finally helps in the

evaluation.

Compensation linked to achievement:At VSNL your compensation

is strongly linked to your performance. All employees have the

opportunity to perform exceptionally and get paid exceptionally

Employees @ VSNL:-

High achievement profile We are looking for employees who

have demonstrated high achievement profile.

Domain expertise Employees need to have in depth knowledge

of their areas of expertise.

Team player VSNL is looking for individuals who contribute

strongly towards team goals and have the interpersonal skills that

help to forge strong relationships within a team.


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Integrity Integrity is a very basic requirement from any

employee in VSNL. The employee has to have the ability to

discern wrong from right and take a stand against it. The employee

has to have the ability to say no to shortcuts which compromise

his/her and/or the companys integrity.

CORPORATE STATEMENT OF VSNL

Corporate Statement


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Enriching life by enabling

reliable and

affordable

communication anytime,

anywhere.

We will strive to be the

preferred partner to our

customers by providing

appropriate and

cost-effective

communication solutions.

Customer

Delight

Excellence

Teamwork

Trust

Competitive

Employer of

Choice

BOARD OF DIRECTORS OF VSNL


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Mr Subodh Bhargava

Designation : Chairman

Address :Videsh Sanchar Nigam Limited, Videsh Sanchar Bhavan,

Bangla Sahib Road, New Delhi 110 001

Mr. Srinath Narasimhan

Designation : Executive Director

Address :

Lokmanya Videsh Sanchar Bhavan,

Opp. Kirti College,

Prahadevi.Mumbai - 400 028

Mr Ishaat Hussain

Designation : Director

Address :

Executive Director (Finance)

Tata Sons Limited

Bombay House, 24 Homi Mody Street

Mumbai - 400 001

Mr. Kishor A. Chaukar


Address :

Managing Director. Tata Industries Limited

Bombay House. 24 Homi Mody Street. Mumbai

Mr. Pankaj Agrawala


Address :

Electronics Niketan 6,

CGO Complex, Lodhi Road

New Delhi 110 003.

Dr. Mukund Govind Rajan



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CAPITAL STRUCTURE OF VSNL

Videsh Sanchar Nigam Limited was incorporated as a limited liability

company under the laws of the Republic of India pursuant to the

provisions of the Companies Act on March 19, 1986 and was, at that

time, wholly owned by the Government of India. On April 1, 1986, the

Company assumed control and management of all of the assets and

employees of the Overseas Communications Service, a department of

the Ministry of Communications of the Government. In 1992 and 1999,as part of its general policy of gradually reducing its holdings in public

sector enterprises, the Government divested a portion of the equity of

the Company to certain funds, banks and financial institutions controlled

by the Government and the general public. In 1997 and 1999, the

Government also sold some of its equity holdings through the issuance

of Global Depositary Receipts (GDRs).

On February 1, 2001, the Government of India announced its intention

to sell from its holding shares equivalent to 25 percent of the outstanding

equity of the Company to a strategic partner through the competitive

bidding route. As per the announcement made on February 5, 2002 by

the Government of India, Panatone Finvest Limited was selected by the


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Government of India as the strategic partner for the sale of 71,250,000

fully paid-up Equity Shares representing 25 percent of the voting capital

of the Company. Subsequently, Panatone Finvest Limited purchased an

additional 20 percent stake through Open/Tender Offer on June 8, 2002,

increasing its stake to approximately 45 percent.

The Company is the provider of public international telecommunication

services in India routing international traffic to and from the domestic

telecommunications network using a combination of satellite and

undersea cable links. The Company also provides national long distance

telecommunications services, leased lines, internet and broadband

services.

Capital Structure as of 31 March 2006

The Company was registered with limited liability on March 19, 1986

under Indian Companies Act, with a Share Capital of Rs.100 Crores

represented by 1,000,000 shares of Rs.1,000 each. There have been no

changes in the amount of the Authorised Share Capital of the Company


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since 1986 till December 2000. However, the structure of the paid-up

capital changed through various restructuring processes which included

bonus issues in 1992 & 2000 and a GDR issue in 1997 resulting in the

increase of Authorised Share Capital to Rs.300 Crores and Paid-Up

Capital of Rs.285 Crores.

Of this, as of 31 March 2006 the Panatone Finvest Limited (alongwith

other Tata Group companies) holds approximately 45%, Government of

India holds 26.12% and the rest of the share capital is held by Foreign

Institutional Investors, financial institutions, banks, depositary for

American Depositary Receipts (ADRs) and public. The equity shares of

the Company are listed at The Stock Exchange, Mumbai and the

National Stock Exchange and its ADRs are listed on US market at the

NEW YORK STOCK EXCHANGE (NYSE). The listing on NYSE was

done through the conversion of the underlying GDRs to ADRs. At

present each ADR is equivalent to two equity shares.


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SOME OF THE MILESTONE OF THE COMPANY

2006 VSNL completes acquisition ofTeleglobe

2005 VSNL chosen Network Administrator of global consortium cable system SEA-

ME-WE4 First for an Indian company

2005 VSNL completes 5 Years of listing at the NYSE

2005 VSNL Acquires Tyco Global Network Becomes one of the worlds largest

submarine cable system.

2004 VSNL Completes First Indian-Owned Undersea Fiber-Optic Cable

2004 VSNL signs landmark deal with Bharti for 100,000 fibre kms National Long

Distance Backbone

2004 VSNL First Telecom Service Provider To Achieve TL 9000 Certification Globally

2004 VSNL Acquires Assets of DishnetDSL

2004 VSNL America Inc., wholly owned subsidiary of VSNL awarded International

Section 214 authorisation in the United States, to operate in the United States

as an international-facilities-based and resale carrier.

2004 VSNL Singapore Pte Ltd formed to function as holding company for overseas

business of VSNL Group and Head Quarter for VSNL International.

2003 VSNL Floats Subsidiary, VSNL America Inc In the United States

2003 VSNL Receives License To Offer ILD Services In Sri Lanka2003 VSNL presents TATA INDICOM, a new brand for Telecom Services

2002 Unveiling of SAT-3/WASC/SAFE submarine cable station in Kochi.

2002 VSNL becomes a TATA Group Company. TATA stake at 45%

2002 GOI disinvestment through Strategic Sale (25%) and Employee Stock Option

(1.97%).


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HFCL CONNECT

HFCL Infotel Ltd., the first basic telephony services provider for Punjab

launched its operations on 16th October, 2000. Today CONNECT has added a

milestone to the rich economy of Punjab by providing world-class telephony and

data services in the state.

CONNECT is a business venture of Himachal Futuristic

Communications Ltd., India's leading telecommunications giant.

CONNECT is further supported by the expertise of Lucent Technologies

USA, IIT Chennai, Compaq, Cisco, CGI, Bell Nexxia and Cincom.Lucent is a Fortune 40 company and the world leader in design,

development and manufacture of communication systems.

With an investment of over Rs.1200 Crores HFCL Infotel, has set up a

state-of-the-art network in over 66 towns and cities in Punjab. The

average revenue per line (ARPL) for CONNECT subscribers is already

amongst the highest in the country. With a clear focus on acquiring

quality subscribers through targeted roll out and by using revenue

oriented marketing plans we intend to maintain this trend in the future.

The wide array of innovative products and services in the data and

broadband segment has further allowed the Company to maximize it's

revenue drive.

The service encompasses voice, data and video, via single connectivity,

as also mobile telephony based on CDMA technology, to customers.

CONNECT was the first operator in the country to provide a CDMA

based pre-paid mobile service. Besides telephony and Internet access

CONNECT services include an array of broadband, enhanced and data


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services like Internet Leased Lines, ISDN, VPN, Centrex, Web Hosting,

DSL and server Co-location. Customised solutions specifically for

corporate customers are devised and provisioned. Services like Video

Conference, Audio Conference, Phone to mail and VMS form an

important part of the CONNECT portfolio.

Exclusive world-class showrooms to provide high quality customer care

to CONNECT subscribers at an exclusive one-stop shop have been set

up to fulfill total communication needs of the subscribers. It provides a

single window opportunity to address all customer queries, besides

serving as an outlet for sale of all CONNECT products. These

aesthetically beautiful outlets allow CONNECT subscribers to subscribe

to any of CONNECT services while experiencing a demo of exclusive

CONNECT services like Phone to mail, Audio Conference Bridge, Video

Conference, DSL etc. At the Connect World, a customer can subscriber

to a telephone connection, buy Phone cards, CDMA mobile handsets,

Customer Premises Equipment (CPE) and Internet products. One canalso make bill payments, register a complaint and seek information on

any of the company's products or services. Specially trained executives

attend to the customer needs and ensure that they are met with speed

and efficiency.


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An agreement has been signed between the Government of Punjab and

HFCL Infotel Ltd. wherein CONNECT will provide free data connectivity

for the government's e-governance & citizen services projects. This

connectivity will facilitate communication between state headquarters,

district headquarters, sub-divisions and blocks. The e-Governance

project will help the government in improving revenue collection, delivery

of citizen services, increase government accountability and transparency

thereby increasing citizen trust in government besides providing

effective MIS for government decisions. This will effectively involve

stakeholders, including NGOs, business, and interested citizen in new

ways of meeting public challenges.

Indeed with a future-proof network, that connects every town and village

in Punjab, along with an emphasis on service excellence and quality,

HFCL's CONNECT has gone much beyond customer expectations.


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AIRTEL

Airtel comes to you from Bharti Tele-Ventures Limited - a part of the

biggest private integrated telecom conglomerate, Bharti Enterprises.

Bharti Enterprises has been at the forefront of technology and has

revolutionized telecommunications with its world class products and

services. Established in 1976, Bharti has been a pioneering force in the

telecom sector with many firsts and innovations to its credit. Bharti has

many joint ventures with world leaders like Singtel (Singapore Telecom);Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find,

Mauritius; International Finance Corporation, USA and New York Life

International, USA.

Bharti provides a range of telecom services, which include Cellular,

Basic, Internet and National Long Distance. Bharti also manufactures

and exports telephone terminals and cordless phones. Apart from beingthe largest manufacturer of telephone instruments in India, it is also the

first company to export its products to the USA.

The Airtel visual identity has different elements that work together to

create a strong and consistent identity for the brand. The most important

of these are:


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The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a

brand that is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform

creates an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to

reinforce the brand's leadership position. The red dot on the letterform 'I'

cues Airtel's focus on innovation.. The words 'Express Yourself' are very

much part of the brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.


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BHARAT SANCHAR NIGAM LTD.

On October 1, 2000 the Department of Telecom Operations,

Government of India became a corporation and was christened

Bharat Sanchar Nigam Limited(BSNL). Today, BSNL is the No. 1

Telecommunications Company and the largest Public Sector

Undertaking of India with authorized share capital of $ 3977 million

and networth of $ 14.32 billion. It has a network of over 45 million

lines covering 5000 towns with over 35 million telephone

connections.

With latest digital switching technology like OCB,EWSD,AXE-

10,FETEX,NEC etc. and widespread transmission network including

SDH system upto 2.5 gbps, DWDM system upto 80 gbps,Web

telephony,DIAS,VPN, Broadband and more than 400,000 data

customers , BSNL continues to serve this great nation .Its

responsibilities include improvement of the already impeccablequality of telecom services, expansion of telecom network,

introduction of new telecom services in all villages and instilling

confidence among its customers.

BSNL has managed to shoulder these responsibilities remarkably

and deftly. Today with over 45 million line capacity, 99.9% of its

exchanges digital, nation wide Network management & surveillance

system (NMSS) to control telecom traffic and over 4,00,000 route

kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon

with in the world of connectivity. Along with its vast customer base,


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BSNL's financial and asset bases too are vast and strong. Consider

the figures, as they speak volumes on BSNL's standing:

The telephone infrastructure alone is worth about Rs. 1,00,000 crore

(US $ 22.74 billion)

Turnover of Rs. 31,400 crore ( US $ 7.14 billion)

Add to which, BSNL's nationwide coverage and reach,

comprehensive range of telecom services and a penchant for

excellence; and you have the ingredients for restructuring India for a

bright future. Today.


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OBJECTIVES OF THE RESEARCH

5. To study the market strategies of VIDESH SANCHAR NIGAM

LTD.

6. To study the various services provided to customers by the

company.

7. To study the customer review and their satisfaction level.

8. To understand the various problems faced by customer.


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RESEARCH METHODOLOGY

Universe :- The Universe in this problem is the four Internet Service

Providers operating in Jalandhar

Category of Respondents :- The respondents which I will take into

consideration for this study will be the Home Users, Coroporates and

Local SMEs using the services of these ISPs

Sampling Design :- The sampling design for the project will be Random

Sampling Method.

Size of Sample :- For solving the problem of the project I will take the

views of 200 Respondents


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Research Approach :- Survey Method

Data Collection Instruments :- The data Collection instrument will be

questionnaires

Source of Data :- Both primary and Secondry data will be the Source fo

this study.

LIMITATION OF THE RESEARCH

1. Time constraint

2. Response of the respondents

3. Small sample size.

4. Poor response of the respondents

5. The study is conducted in Jalandhar area and not applied to the

region.

6. Different services provided by the same ISP and competeting in

between ourselves.


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STEPS FOR RESEARCH METHODOLOGY

The seven steps that followed as a research methodology are as follow:-

Define the problem that is faced

Specify what information is needed

Identify the source of Information

Decide the technology for enquiring the information


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Gather and process the information

Analysis & interpret the Information

Present the finding to the decision matter.

LITERATURE REVIEW

Telecom Asia, Nov, 2003

www.dxm.org/techonomist/news/vsnl2.html

Hong Kong: Asia Netcom enters into a partnership with Indian Internet

services firm Sify to provide high-speed private network services to

global firms planning to set up back office units in India, Asia Netcom

president William Barney says the new agreement aimed to exploit an

outsourcing boom in India and would help triple the company's revenue

from the country by 2008.

------------------------------------------------------------------------- -----------------------

The Indian Techonomist By: Deus X Machina,
http://findarticles.com/p/articles/mi_m0FGI/is_11_14http://dxm.org/techonomist/dxm.htmlhttp://findarticles.com/p/articles/mi_m0FGI/is_11_14http://dxm.org/techonomist/dxm.html


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India's VSNL, MCI, to launch Internet service by August 15 th

wwwdxm.org/techonomist/news/vsnl2.html

August 1, 1995: The Indian public may get full Internet access atreasonable prices when Videsh Sanchar Nigam Limited (VSNL), the

public sector company with a monopoly over overseas communications,

launches its Internet Gateway "by August 15th" - Indian Independence

Day. The Gateway will be connected to the world through satellite or

terrestrial links to MCI.VSNL's plans were leaked earlier this year, and

were very confused when reported in a bulletin from the (then unnamed)

Indian Techonomist on April 23rd. They seem somewhat clearer now,

and have already purchased equipment (including Alpha servers from

Digital).

Unlike the two other government-run networks, ERNET and NICNET,

which are not available to the general public, VSNL's service will be

open to students, 'professionals' (individuals) and corporations. They willalso be available to e-mail providers (who are burdened by $80,000

annual licence fees) and Internet service providers. The latter don't exist

yet, thanks to Department of Telecommunications (DoT) rules that

increase charges prohibitively when two networks interconnect. VSNL

itself will be able to offer its services because it will emphasise

international connectivity - hence the service's name, the 'Gateway' -

and will not build infrastructure within the country.

VSNL will be available through dial-up lines in Delhi and Bombay, and

later other cities such as Bangalore and Pune. It will be available

through the DoT's I-NET network. This is based on the X.25 protocol


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and can be accessed through a local call in major cities, and through a

special long-distance code at concessional rates from elsewhere.

As predicted in the earlier bulletin, VSNL will probably not be able to

cope with demand. It expects at least 20,000 users nationwide in the

first year, but has planned for only about 100 dial-in lines. It's inter-city

network will be based on 64 kbps lines leased from the DoT, and it's link

to MCI in the US will be between 128 kbps and 2 Mbps.

And VSNL is - as their Chief General Manager, Planning, told the

Techonomist today - still committed to providing 250 hour/year accountsto 'students' for US$ 16 (Rupees 500) annually, later this year. To begin

with, services will range from $160 for 250 hours for individuals (shell

account only), through corporate SLIP/PPP at $600/year, to 128 kbps

leased connections to other service providers at $100,000/year

(excluding last-leg line costs).

Intelsat to Launch Internet Connectivity Via Satellite in India

World IT Report, Apr 10, 2003

http://findarticles.com/p/articles/mi_m0FGI

Intelsat, the US satellite communication provider, plans to launch

Internet connectivity via satellite covering both the space and terrestrial

segments. Up until now, the company only offered solutions in the space

segment.

Erich M Fischer, the company's director for strategy and business

development, stated that Intelsat's Internet Trunking Service is the first
http://findarticles.com/p/articles/mi_qn4175/is_20030410http://findarticles.com/p/articles/mi_qn4175/is_20030410


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product that combines space and terrestrial segment capabilities in

order to provide high-speed Internet backbone connectivity for Internet

service providers (ISPs). Intelsat plans to introduce this product in India

first and then in other developing markets in Africa, Latin America and

Asia Pacific, according to the Financial Express.

Intelsat plans to introduce its Internet Trunking service to both category

'A' and 'B' ISPs via Intelsat Global Sales and Marketing Ltd., Intelsats'

subsidiary. The Internet Trunking Service will provide Internet access via

satellite by providing space segment capacity, a regional hub, teleport

service and access to the Internet backbone in either in Europe or in the

US.

Intelsat has four satellites covering the Indian Ocean region (each at 60,

62, 64 and 66 degrees) and another two satellites covering the Asia

Pacific region at 83 and 110.5 degrees. Intelsat has a total of 21

satellites in orbit, each with a capacity of over 90 transponders. -

(EMEconomy.com)

March 22, 1999

India ISP Policy Helps Networkers, Neglects Providers

http://www.internetnews.com/bus-news/article.php/84111

The much acclaimed ISP policy is good for network equipment vendors

but e-mail service providers continue to be left out in the cold. while

much has been written about the vast market the policy opens up for the

prospective ISPs, little is known or at least is being discussed about the


61/100

business opportunities that this will open up for networking component

vendors, specially the infrastructure equipment sellers.

Obviously, they will start making money even before the ISPs do.

Servers, routers, modems and local area networking equipment would

comprise the main components of the network.

"If one goes by the experience in South East Asia, there should be over

300 ISPs in a city like Mumbai," maintained a senior official at Ascend

Communications Pte Ltd. This, he points out, would open up a large

market for infrastructure equipment. Most of the networking majors arefinalizing strategies to get a big slice of the market. 3COM, Digital,

Ascend, and Cisco have already started their marketing exercise, while

Shiva is also believed to be eyeing the market. 3COM has already

supplied components for the state-run Videsh Sanchar Nigam Ltd.'s

(VSNL) network. As far as remote access servers are concerned, 3COM

boasts of a 60 percent market share worldwide.

'Total control,' as its remote access concentrator is called, is very

popular among ISPs, sources maintain. Supporting both digital and

analog lines, it is claimed to provide flexibility to the ISPs. Ascend has

also emerged strong in remote access servers in the Southeast Asian

markets. While Cisco is the leading player in routers, Digital is strong in

servers. The cost of setting up a network depends on the number ofsubscribers an ISP is targeting and the features which an ISP will

provide. For an ordinary dial-up service, cost per port is anywhere

between Rs 20,000 (US$472) and Rs 30,000 (US$709).
http://www.ascend.com/http://www.ascend.com/http://www.3com.com/http://www.dec.com/http://www.cisco.com/http://www.shiva.com/http://www.ascend.com/http://www.ascend.com/http://www.3com.com/http://www.dec.com/http://www.cisco.com/http://www.shiva.com/


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Industry observers point out that an important factor which will impact

the life expectancy of ISP industry entrants is the port tariffs to be

charged by VSNL. "Such high charges will make the whole business

unviable," said a potential Internet service provider. "Instead, to

encourage the services, the government should lower the port charges

to be paid by the service providers, which will in turn lower the tariff

which the companies will charge from the subscribers," he said. This

factor has dampened the prospects of having a large base of ISPs, as

only big players can be expected to remain in the sector, being able to

sustain losses for a long time.

Another major problem about the Internet in the country is that the policy

does not permit the ISPs to provide Internet connection through cable

TV networks. In India, there are more than 50 million subscribers of

cable TV, according to a rough estimate. Many feel that it will be easier

to distribute Internet services through cable networks.

Moreover, the ambitions of e-mail service providers wishing to make a

head-start in the business of Internet service are difficult to realize,

according to market observers. The policy states that e-mail licensees

have to obtain separate ISP license for each service area and should

implement the service independent of their existing e-mail networks.

The e-mail licensed service is based on a different protocol and the e-

mail nodes are connected with 64 kbps data leased lines and may not

be upgradable to provide Internet service at all.


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VoIP will Benefit Small Service Providers in India


http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284

Voice over Internet Protocol (VoIP) will not only benefit the large service

providers in India, but will also offer business opportunities to smaller

companies.

Vijay Yadav, the country manager of CommWorks India, a 3Comm

company, recently stated "VoIP will provide scope for new and cost

effective service without huge investments. The scope is not just for thebig companies as even smaller companies can come out with cutting

edge services," according to the Business Standard.

Vijay Yadav added that in the traditional telephony industry, the cost of

starting new services and executing them is high, yet with the

introduction of VoIP, the cost of both will fall. In addition, telecom service

providers can use VoIP to provide higher value services (like voice mail

and roaming mailing) to earn more revenues. -(World IT Report.com)

NetKracker Third Largest ISP in India - Internet service provider -

Brief Article

ISP Business, Sept, 2001

http://findarticles.com/p/articles/mi_m0IGP/is_9_4/ai_78974803
http://findarticles.com/p/articles/mi_qn4175/is_20030410http://findarticles.com/p/articles/mi_m0IGP/is_9_4http://findarticles.com/p/articles/mi_qn4175/is_20030410http://findarticles.com/p/articles/mi_m0IGP/is_9_4


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NetKracker, the retail ISP arm of Wipro Net, has jumped to the third

position after Videsh Sanchar Nigam Ltd. (VSNL) and Satyam in terms

of number of Internet subscribers in India. P.B. Madappa, vice president

of marketing at NetKracker said its Internet subscribers numbered

76,000 in 15 cities.

NetKracker has acquired a market share of 9.5 percent in ISP business

while Satyam Infoway enjoys a market share of 23 percent and VSNL

has 40 percent. Madappa said while VSNL and Satyam remained

focused on the SME market, NetKracker is looking at the growing home

segment to push up subscription. He said though the availability of PCs

at home has been the greatest barrier, the company has been able to

attract a number of subscribers within a year of its launch, aided by a

brand building campaign.

VoIP will Benefit Small Service Providers in India


http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284

Voice over Internet Protocol (VoIP) will not only benefit the large service

providers in India, but will also offer business opportunities to smaller

companies. Vijay Yadav, the country manager of CommWorks India, a

3Comm company, recently stated "VoIP will provide scope for new and

cost effective service without huge investments.

The scope is not just for the big companies as even smaller companies

can come out with cutting edge services," according to the Business

Standard.
http://findarticles.com/p/articles/mi_qn4175/is_20030410http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284http://findarticles.com/p/articles/mi_qn4175/is_20030410http://findarticles.com/p/articles/mi_qn4175/is_20030410/ai_n12929284


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Vijay Yadav added that in the traditional telephony industry, the cost of

starting new services and executing them is high, yet with the

introduction of VoIP, the cost of both will fall. In addition, telecom service

providers can use VoIP to provide higher value services (like voice mail

and ro

Evaluations of Marketing Strategies of Various Internet Service Providers

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