Project on vodafone and reliance

A

Project Report

On

“To Study Comparative Analysis Of Postpaid Plan Connection In

Reliance Communication With Vodafone Service Provider In Wardha.”Submitted To

R.T.M. Nagpur University, Nagpur

In partial fulfillment of the requirement for the degree

Bachelor of Business Administration

III rd Year

Submitted by

Bhagyashree B. Khairkar

Under the Guidance by

Prof. Praful Ambhore

Department of Commerce & Management

New Arts, Commerce & Science College, Wardha

CERTIFICATE

This is to certify that the Following student of this college have carried out

the project work on “To study Comparative Analysis Of Postpaid Plan Connection

In Reliance Communication With Vodafone Service Provider In Wardha.”

Under my guidance in the Department Of Management Studies during the

academic session 2015-16.This work has been done in partial fulfillment of the

award For the post degree of Bachelor in Business Administration in Marketing

Management from Rashtrasant Tukdoji Maharaj Nagpur University, Nagpur.

Project Guide Principal

Prof. praful Ambore Dr. Prashant Kadwe

DECLARATION

The Work presentation in this Project has been carried out by us as benefied

students of the “New Arts, Commerce & Science Collage, Wardha” during the

Academic Session Rashtrasant Tukdoji Maharaj Nagpur University, Nagpur.

I hereby declare that this project titled “Comparative Analysis Of Postpaid

Plan Connection In Reliance Communication With Vodafone Service Provider In

Wardha”is a beneficed and authentic record of work done by us under supervision

of Prof. Mr. Praful Ambore.

The work presented here is not duplicated from any other source & also not

submitted earlier for any other degree/diploma to any university. I understand that

any such duplication is liable to be punished in accordance with the university

rules.

Submitted By:

Ms.Bhagyashree B. Khairkar

B.B.A.-III

ACKNOWLEDGEMENT

I acknowledge my sincere thanks for the co-operation extended by the

college and all those who helped me in preparing and presenting the report.I

take this opportunity of expressing my profound gratitude to my guide Prof.

Praful Ambhore ofNew Arts, Commerce & Science College, Wardha whose

continuous support has been a constant source of motivation for me. I am

extremely thankful to him for providing valuable guidance and attention to me.

I would like to express my deep sense of gratitude to my Principle Dr. Prashant

kadwe for allowing me to carry out this project work in this prestigious institution.

.

I am also grateful to Ms. Pooja and Mr. Sagar (Sales Officer, WARDHA)

for sparing there valuable time and extending their cooperation in accomplishing

my task. It was great experience and a pleasure working with such a cooperative

and friendly environment group.

At last special thanks to stockiest and sales man for their valuable support in our project.

INDEX

Chapter No. Chapter Name Page No.

1. Introduction

2. Company Profile

4. Objective

5. Hypothesis

6. Data Analysis

7. Limitation

8. Conclusion

9.Suggestion

10. Bibliography

11. Questionnaire

Introduction

Now a days IT & Communication is become leading business. To grow this business

most of the leading company making their efforts in order to attract more sophisticated, valuable

customers. Reliance is one of the leading companies in these competitions.

My project work was to find out what corporate & individual customer think about the

Reliance as a brand. The basic objectives of the project were to find out Reliance penetration as

well as analyze & evaluate customer satisfaction level in corporate as well as individual sector

from WARDHA city only. The project was especially for fixed wireless internet service only i.e.

the post plan connection service which is launched 1st time in WARDHA in whole India. The

commercial date of product launching was 26th June & the Place was le-meridian. I surveyed 200

corporate companies and 100 individual customers. Report in detail prepared which is available

along with this. The scope of the project was restricted to WARDHA city only.

. My other job was to generate leads from market as well as customers aware about new

schemes also. During survey I got useful suggestions & recommendation from Reliance & non

Reliance Corporate customers. By analyzing this entire detailed summary prepared & submitted.

All the customers surprised & happy because Reliance representative has approached to

them for collecting their views about Reliance & other companies. During survey I learned time

management, discussions with top bosses of companies, punctuality & commitment. All these

things I found will be very much useful to me in future. Customer expectation from service

provider was one of the important things learned by me.

Reliance Company Profile

“Growth has no limit at Reliance. I keep revising my vision.

Only when you can dream it, you can do it."

Dhirubhai H. Ambani

Founder Chairman Reliance Group

December 28, 1932 - July 6, 2002

The Reliance Group, founded by Dhirubhai H. Ambani (1932-2002), is India's largest private

sector enterprise, with businesses in the energy and materials value chain. Group's annual

revenues are in excess of USD 22 billion. The flagship company, Reliance Industries Limited, is

a Fortune Global 500 company and is the largest private sector company in India.

Backward vertical integration has been the cornerstone of the evolution and growth of Reliance.

Starting with textiles in the late seventies, Reliance pursued a strategy of backward vertical

integration - in polyester, fibre intermediates, plastics, petrochemicals, petroleum refining and oil

and gas exploration and production - to be fully integrated along the materials and energy value

chain.

The Group's activities span exploration and production of oil and gas, petroleum refining and

marketing, petrochemicals (polyester, fibre intermediates, plastics and chemicals), textiles and

retail.

Reliance enjoys global leadership in its businesses, being the largest polyester yarn and fibre

producer in the world and among the top five to ten producers in the world in major

petrochemical products.

The Group exports products in excess of USD 7 billion to more than 100 countries in the world.

There are more than 25,000 employees on the rolls of Group Companies. Major Group

Companies are Reliance Industries Limited (including main subsidiaries Reliance Petroleum

Limited and Reliance Retail Limited), Indian Petrochemicals Corporation Limited and Reliance

Industrial Infrastructure Limited.

Reliance Communication (RIC) is India’s largest post plan service provider with over 7 million

customers. Reliance Communication has established a pan-India, high capacity, integrated

(wireless and wire line) and convergent (voice data and video) digital network, to offer service

spanning the entire communication value chain-infrastructure, services for enterprises and

individuals, application and consulting.

Reliance Communication has licenses to offer telecom services in 20 circles under the

unified access licenses. In addition, it has received the letter of intent for the J&K circle. This has

enabled RIC to offer services across the length and breadth of India’s vast geography through its

next generation fiber optic network backbone spanning 60,000 route km. RIC is currently

offering its wireless services in 1,100 towns and cities.

RIC commercially launched its services in May 2003 and within the first 7 month

emerged as India’s largest post plan service operator. As of the end of March 2004, RIC had

almost 7 million subscribers. Most of this was in the postpaid segment as RIC launched its pre-

paid services only in February 2004. Within this period Reliance India post plan brand emerged

as the most trusted telecom brand emerged as the most trusted telecom brand in the country.

RIC also offered for the first time in India high-speed post plan data services though it’s

R-world post plan portal. This portal leverages the high-speed data capability of the next

generation CDMA IX network. It providers 70 applications such as news, astrology, T.V. guides,

movie clips etc. and 35 games and logs more than 1 billion hit a month.

RIC is aggressively expanding the reach of its network in order to reach more subscribers

by extending its services to cover an additional 3,800 towns. It is estimated that the post plan

market in India will grow to 140 million subscribers by FY 2008. RIC expects to retain market

leadership in this segment.

The second phase of the communication project will usher a Broadband revolution by

providing 100 mbps Ethernet links to its corporate customers. This revolution will empower the

enterprise by making transactions efficient, functions seamless and new economic opportunities

abundant. The enterprises broadband service is in the process of being rolled out in 30 towns and

would then be extended to cover 200 towns in phases. The services planned include POTS (Plain

Old Telephone Lines) ,Leased lines, International Private Leased Circuits, Virtual Private

Network, Video phone, Audio and Video Conferencing, among others.

RIC will also launch a consumer convergence revolution by providing high speed

Ethernet links to homes. This revolution, called “Net way”, will provide homes with a range of

television channels, high-speed telephony, audio conferencing, video conferencing, video on

demand, Juke box, time shifted TV, T-Commerce, and surveillance services. All content and

interfaces will be enabled to cater to India’s diverse languages. These services would be accessed

thorough a set top box connected to a TV or a PC. In January 2004, Reliance Communication

(RIC) acquired 100% of the undersea cable company, FLAG Telecom for US$ 211 million

through Reliance Gateway Net Limited, a wholly owned subsidiary of RIC.This acquisition

provider RIC with an international gateway to global markets. The FLAG acquisition also makes

RIC the only Indian Operator to own an international undersea cable network with a truly global

footprint.

Key people

Anil Ambani, Chairman and Managing Director

Satish Seth, Vice-Chairman Reliance-ADA Group

S. P. Shukla, CEO - Personal Business & Director - Reliance Telecom

Headquarter

Navi Mumbai, Maharashtra India

Revenue

US$ 4 Billion

Employees

33,000

Vodafone History

Vodafone India is a 100% subsidiary of Vodafone Group. It commenced operations in 1994

when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. Brand

Vodafone was launched in India in September 2007, after Vodafone Plc. acquired a majority

stake in Hutchinson Essar in May 2007. From a single operation base with 31 million customers,

the company has expanded its operations across the country to cover all 22 telecom circles and

service 180 million customers. This journey is a strong testimony of Vodafone's commitment

and success in a highly competitive and price sensitive market.

OverviewAt Vodafone India, our customers are at the heart of everything we do. That’s why over 180

million Indians have chosen to stay connected with us. Our knowledge of global best practices

along with our deep exposure to local markets has made us leaders in the telecommunications

industry. Since commencing operations in 2007, we have consistently been awarded for our best-

in-class network, powerful brand, unique distribution and unmatched customer service. Whether

an individual or enterprise, our customers always receive world-class services that cater to their

needs.

Vodafone Group Vision

Our Vision is to be the communication leader in an increasingly connected world.

Vodafone India MissionVodafone will enhance value for its stakeholders and contribute to society by providing our

customers with innovative, affordable and customer friendly communications services.

Through excellence in our service we aspire to be the most respected and successful

telecommunications company in India.

Awards & AchievementsWe have an extraordinary team of talented and hard-working individuals. Our high employee morale has led to

us being recognised as a “Great Place to Work” by industry experts and the media, year on year.

Network & DistributionMade for everyoneAt Vodafone, we know that every call matters and every message is high-priority. So whether you are catching up with family and friends or writing up a business plan, we know it comes first. Vodafone believes in the importance of communication and helps you along with its far-reaching network that is made for uninterrupted and clear conversations - a network that's made for everything.

Made for travelThe network for clear communication

At Vodafone, we ensure voice clarity no matter how noisy the environment. Our networks make certain that ambient noise does not interfere with your call experience. Our advanced noise suppression algorithms and our reliable IP networks work together to deliver the best voice quality on each and every call. No matter where you are, you never have to worry. We are present across the country through our 1.8 million recharging outlets, over 9000 exclusive and 34 angel stores.

Made for endless talkingThe network for continuous chatting

No more call drops! Owing to our advanced 'Soft Switching technology', where if one node goes down, the other can be used automatically, our network allows you to continue on those long lasting conversations.

Made for your convenienceMade so you can stay connected

Making video calls, watching live TV and enjoying high-speed internet is superfast, thanks to our spectrum-optimised site selection and the post plan access to our network of interlinked towers.The network has been optimised the network extensively so that you can make calls, send emails and messages simultaneously on both 3G and 2G.

CHART SHOWING TOTAL TELECOM SUBSCRIBER BASE:

1999 2000 2001 2002 2003 2004 2005 2006 20070

50

100

150

200

250

Total Telecom Subscriber Base

Subscriber Baseyear

No. of Subscribers (Mn)

(Source: TRAI)

The Indian telecom industry is witnessing rapid rise in subscriber base, thanks to multiple growth

drivers like:

improving demographics

lower handset prices

expansion by wireless operators

infrastructure sharing

Lower regulatory levies.

MARKET-SHARE OF THE MAJOR PLAYERS IN THE TELECOM SECTOR:

Players Market-

share (%)

Reliance Communication 20

Vodafone 15

Others 65

Total 100

From the chart given above, it is observed that Reliance leads the race with a major market share

i.e. 23.5%. The reason behind this is the widespread network, huge subscriber base, plethora of

services, pace with the new technology, etc. whereas reliance communication being a

comparatively late entrant has attained a significant market share. As competition among the

existing players is huge, it makes the role of new players unnoticeable. The major players in the

telecom industry cover almost 86.93% of the market.

PROSPECTS OF TELECOM SECTOR

As far as the fixed line business goes, the low penetration levels in the country and the

increasing demand for data based services such as the Internet will act as major catalyst in the

growth of this segment, which has touched 50 m subscribers by the end of FY06 (including

WLL subscribers). The huge market share of public sector, MTNL and BSNL (together they

account for 82% of the total fixed line connections) is likely to get reduced further as the

penetration by private players spreads. In spite of this the PSUs will continue to retain their

dominant position this is on account of high capital investments required in setting up a nation

wide network. As a result, the private sector players will have to rely on key business centres

and pockets of high urbanization for their growth.

Increasing choice and one of the lowest tariffs in the world have made the cellular services an

attractive proposition for the average consumer. The segment has grown at over 73% in FY06.

It is being estimated that during the tenth five-year plan, around 31.6 m subscribers would

jump onto the cellular bandwagon all over India and this would entail an investment to the tune

of Rs 252.4 bn. Policy measures like lowering of taxes on the cellular industry and benefits of

enhanced FDI limits shall further the prospects of the cellular industry.

The International Long Distance (ILD) telephony business is expected to witness increased

competition with the entry of private players. Already, private players like , Reliance and Data

Access have started providing ILD services and this has pulled the tariffs significantly down.

Although increased competition will result in depressed revenues in the near term, low tariffs

would ultimately result in increased volumes and higher usage.

Taking the competition further in the ILD space where we saw huge tariffs fall last year due to

the entry of private players, TRAI has written to the Ministry of Telecommunication and

Information Technology to permit resale of IPLC. If the move goes through, apart from

increasing competition in this space, it is expected that the bandwidth prices will come down

by a further 20-25%. This move is also believed to be a step forward in opening up the ILD

sector

SELECTION OF THE COMPANY

After understanding the dynamics of the telecom sector and the various issues revolving around

it, three companies are chosen from a group of players in the telecom sector. Such companies

have been chosen which showed consistent performance in the past and were also fundamentally

sound.

Some of the major players in Telecom sector are as follows:

Reliance Communication

Vodafone.

OBJECTIVE

1. To find out Reliance and Vodafone communication in corporate market.”

2. To study the response from customer for new product launching activity i.e. post

paid plan.”

3. To analyze & evaluate Satisfaction of Corporate Customers as well as individual

customers, towards Reliance and Vodafone.

5. Vodafone Analysis.

6. Market awareness about Reliance and Vodafone post paid service.

7. Response from customers about this post paid plan facility.

8. Problems related to this service.

HYPOTHESIS OF THE STUDY :

A hypothesis is a specific statement of prediction, it describe in concrete

terms what you expect would happen in study. Hypothesis is an unproven

proposition or supposition that tentatively explains certain facts or phenomena. A

Hypothesis is a statement, an assumption about the nature of the world. In its

simplest form a hypothesis is a guess or assumption that we make about the

population parameter.

Hypothesis is usually considered as the principal instrument in research. It is a

tentative generalization, which can be determined after testing assumption, which

links both theories and facts. Its main function is to suggest new experiment and

observation.

The following hypothesis will be taken in the study.

Relationship between age groups and the choice of features they value most

in a Communication industry.

There is a brand loyalty towards Reliance Communication and Vodafone.

Assumption between awareness of free service and satisfaction towards

Reliance and Vodafone.

Number of satisfied customers preferring Reliance product and satisfaction

level exists in customer mind.

New launches ofReliance would change customer’s perception regarding

choice of Communication.

SCOPE:

There are very large no of customers of Reliance spread over various areas. I Studied market in

WARDHA city & conducted survey in some areas.

Locations:

Borgaon Road

WARDHA camp

Arvi Naka

Bachelor Road

The customers from various offices, industries were interviewed.

I surveyed 100 customers.

Project include

Only Post Paid Connection service provided by Relianceand Vodafone.

Only corporate and home customers were interviewed

RESEARCH METHODOLOGY

A research design is the arrangement of condition for collection and analysis of data in a

manner that aims to combine the relevance to the research purpose with economy in procedure.

Research design is the important because it facilitates the smooth sailing of various research

operations, thereby making research as efficient as possible yielding maximum information with

minimal expenditure of minimum time, effort, money.

The research design chosen for the project was DESCRIPTIVE RESEARCH

DESCRIPTIVE RESEARCH studies are that studies that are concerned with describing the

characteristic of a particular individual, or of a group. In descriptive the researcher must be

able to define clearly, what he wants to measure and must find adequate methods of

measuring it along with a clear cut definition of population he wants to study. The research

design must make enough provisions for protection against bias and must maximize

reliability, with due concern for the economical completion of the research study.

INFORMATION NEEDED

To understand the product & service offering by Reliance.

To assess the customer/dealer perception about the quality of Reliance products and

Vodafone.

To receive the suggestions from the customers/dealers for value addition.

To make use of the valuable information given by customer for offering them various

attractive schemes.

To trace the overall customers/dealers as well as vodafone profile.

SOURCES OF DATA:

I have done the project by taking both the Primary and Secondary data.

Primary data:

The data which I have collected from different corporate and SMEs through

questionnaires

Secondary data:

The data which is given by the company and I also searched the data through the

area wise telephone directory and field search. The data is all about regarding the address and

contact numbers of the corporate and SMEs.

QUESTIONNAIRE PREPARATION:

RESEARCH INSTRUMENT:

I used questionnaire as research instrument to collect the requisite information for the

research. Questionnaire method was chosen because of its versatile.

Almost every market problems involves people. Therefore ideas relative to people and its

solution can be obtained by asking them about their problems.

This type has the advantage that the respondents do not know exactly what is being measured

and hence are not biased their answer to some extent. My research design made it necessary for

me to collect accurate data to achieve useful result. For this reason I have decided to use primary

source of data as well as secondary data

DESIGNING OF QUESTIONNAIRE:

Questionnaires are designed according to project requirement and company need. So while

designing the questionnaire we have to include both awareness about the company’s product and

the vodafone. But my main objective was to create the awareness of the company’s product and

to generate the leads for the company, so that questionnaire was designed according to gather

data and find out the prospective corporate and SMEs.

SAMPLING

Target population

Entire corporate and SMEs in Wardha

Sampling frame

The corporate& SMEs having more than 10 employees.

Sampling method:

Probability sampling

SAMPLE PLAN:

A proper sampling plan is very important in the research process and it also makes the

research process easy. It includes the sampling element, sample size and sample area.

a) SAMPLE ELEMENT:

It includes those respondents who are going to fill up and answer the questionnaire.

b) SAMPLE SIZE:

I have worked on a sample size of 100 numbers including all the corporate and SMEs.

c) SAMPLE AREA:

The company had given me the instruction to visit all corporate and SMEs mostly the corporate

(having employees more then 10). My main task was to collect the business related information

from the corporate and to generate the leads for the company and to create awareness about new

plans provided by the company for wireless services.

My area: Wardha (Ram Nagar , Bachelors road , Arvi Naka , Borgaon Road)

Tools used for data presentation

1) Pie charts

2) Bar charts

CONTACT METHOD:

Personal as well as telephonic interview methods were used.

Personal Interview : A person known as interviewer asks question in face to face contact

to the other person.

TelephonicInterview : This method of collecting information consists in contacting

respondents on telephone itself.

STATISTICAL TOOLS USED FOR DATA ANALYSIS:

For analyzing the data I used Correlation analysis: This was used to correlate the

complaints given by the dealers with the corresponding recommendations and

suggestions .Correlation testing between the dealers complaints and suggestions help to decide

whether I can infer any solution from dealer s suggestions to tackle their

complaints.

Area wise analysis of the share of Reliance Vodafone gives area wise share

Of each competitor and Reliance Vodafone respective areas.

Current Trends in the Indian Market

According to the latest ORG (a research agency) figure, Reliance has a market share of 59.5% in

India.

Fig.VI.6

Reliance20%

Vodafone15%

Other65%

Market Share

It is to be noticed that much of the market share in India has been achieved through the

distribution and operator partnership. Reliance has a wide distributor network throughout the

country and its wide range of product offerings, customized for each category of customer gives

an edge over its Vodafone.

Beside all these Reliance has operator partnership with l, Yahoo go, Flickr etc. which make it the

company with highest market share in India.

India is one of the fastest growing post plan phone market in the world, & the nation is in tight race with China. According to the government figures the number of post plan phone subscribers

in India is about 296.08 million

Data analysis

Q.1.which Company use Post plan connection?

32%

28%

40%

Company Owned Post plan connection

Rel

Voda-fone

Other

Observation & Findings:

Out of 32 corporate Reliance are having large number of customers.

Vodafone got second position but Other are having large 40 of connections.

Reliance captured most of the market from wardha.

Due to cheapest Post paid plan& Cost effective plans Reliance is growing today.

Most of the connections are from Communication Industries.

Q.2.Fixed Wireless Phone:

Total no of Corporate Customers: 100

Billing No. out of 100

Reliance 32

Vodafone 28

Other 40

75%

5% 20%

FWP

Rel

other

Voda-fone

Observation & Findings: Reliance is having 75 customers out of 100 corporate.

Vodafone is having 20 customers out of 100 corporate

Reliance & Vodafone are major operator having FWP connections.

Reliance is having large number of connections.

Reliance captured most of the market from Wardha.

Due to cheapest call rate Reliance is growing faster.

Now days Vodafone gives tough fight to Reliance by providing better plans.

Q.3.Which company use Data Card Connection?

Total no of Corporate Customers: 100


Reliance 75

other 5

Vodafone 25

62%30%

8%

Data Card

RelVoda-foneother

Observation & Findings:

Reliance is having 62customers out of 100 corporate.

Vodafone is having 30customers out of 100 corporate

Reliance captured most of the market for Data card.

Reliance have large no of customers as well as connections.

People prefer Data card while traveling.

Due to high prize people didn’t go for data card.

Q.4.Which problem Issues with Existing Service Provider:

1. Billing


Reliance 90

Vodafone 25

Other 8

46%

31%

23%

Billing Issues

Vodafone

Other

Reliance

Observation

Large number of Vodafone customers faced problem for Billing.

Vodafone Delivery problem.

Vodafone Bill paid but again included in next bill.


Vodafone 46

Reliance 23

Other 31

Reliance Customer paid bill by SMS.

Sometimes problems in amount

Q.5Customer Care:

55%40%

5%

Customer care Issues

Vodafone

Other

Reliance

Observation:-:

Most of the complaint came from Vodafone

No problem solving quickly by vodafone.

No response for Vodafone Customer Care.

No proper coordination between employees.

Customer Care No out of 100.

Vodafone 55

Airtel 20

Idea 20

Reliance 5

Reliance perfect knowledge about product.

Higher authority can’t meet for problem solving.

Q.6.Coverage Issues:

45%

25%

30%

Coverage Issues

Reliance

vodafone

Other

Coverage Issues with reliance:

Most of the complaint came from wardha rural area.

Coverage No. out of 100

Reliance 65

Vodafone 15

Other 20

0%

10%

20%

30%

40%

50%

60%

70%

80%

Reliance Vodafone Others

COMPANY

PER

CEN

T

Main Wardha city didn’t have coverage problem.

Q.7.Market share Reliance with Vodafone –

Table No.3

COMPANY MARKET SHARE (%)

Reliance 45%

Vodafone 25%

Others 30%

Chart No.3

Interpretation:-

Reliance takes only Vodafone as its rival. It doesn’t take other local players in to consideration

very seriously. In Wardha the performance of Vodafone is very poor. Market share of Reliance

in Wardha city is near about 45%.

Q.8.Satisfaction level with existing service provider:

Rating: 1(least)-5(most)

Overall rating given by 100 corporate

Rel voda-fone

Other0

0.5

1

1.5

2

2.5

3

3.53

2

1.5

Satisfaction Level

Operator

Rating

LIMITATIONS

Inadequate information: Many Corporate did not reveal business related information

like turnover, there manpower, the telecom services used by them, so due to which some

of the questions were not answered/filled properly or accurately.

Sample size: As a number of corporate in Wardha is large enough and widely spread all

over the city, so it was difficult to cover all the areas in such a short span of time so for

the convenience I took 100 as my sample size. And I restrict myself in to four areas only.

Many respondents could not give sufficient time to answer/fill the questionnaire.

Due to rainy season during duration of my project it was very difficult to approach the

corporate; as a result I was short to visit no. of corporate in a day.

Some of them asked why should they give information and they are afraid to give the

information because if the company miss utilize the information.

Some of the corporate were very much disappointed with Vodafoneservice so they didn’t

attend us.

As I was not given any identity proof by company so some of the corporate didn’t

entertain me as they asked to show identity proof.

Some of them asked why should they give information and they are afraid to give the

information because if the company miss utilize the information.

PROBLEMS FACED BY CUSTOMERS

Reliance Communication is one of the leading telecom service providers, but vodafone customer

are still facing some of the problems that are hindering its growth and smooth functioning. By

directly communicating with the customer I found the following problems faced by the

customers.

These problems are:

Improper distribution of bills:

A large number of customer are facing billing related problems They have not been receiving the

bills for the last many months as a result of which the image of the company is spoilt in the

market.

Previous payment not reflected in the bills:

It has been noticed that the bills do not reflect the change to be made the payment as desired due

to which previous due are reflected in the bills even though the payments are received.

Delayed rectification of bills:

Various changes like address rectification, previous dues waving the over drawn change

rectification of rate plans etc not rectified properly.

Incorrect rates plans shown:

In several bills wrong rate plans are shown due to improper filling customer application forms,

due to which the billing is not properly done.

Connectivity problem:

Many customers are facing connectivity problem. They feel that after going 50 to 60 km away

from Wardha into interiors of Maharastra the connectivity very poor.

The records are not updated:

The records are not updated as a result of which the subscribers do not receive the required

information immediately.

Delayed action taken by employees:

The employees do not take immediate action on the problem faced by the customer as a result

they have to bring to notice the problem again and again.

Customer care services :

The customers are not satisfied with the customer care service s provided to them.

Observations & Findings:

About Products:

Post plan:

Due to cheapest handset &Cost effective plans Reliance is more Vodafone growing

today.

For Postpaid there is no any Advertisement due to which people didn’t aware about good

schemes.

Postpaid is generally for corporate industries.

FWP:

Reliance is having separate handset for net..

Only Reliance to Reliance calling is cheapest

Vodafoneoutgoing is high.

Only corporate plan is cost-effective.

Nowadays Vodafone gives tough fight by various plans.

Data card:

There is no Advertisement through TV, Paper, and Hoardings.

Due to this people didn’t aware about it.

Due to high prize people didn’t go for it.

Nowadays Prizes slashes but people didn’t know it.

Data card only use for laptops and computer.

About Office Network:.

Delivery boy gives only delivery but didn’t give Installation about product.

Sales Associates at least have knowledge about all products.

.

S.W.O.T ANALYSIS

STRENGTH:

Globally known brand.

Innovativeness is done by the company by providing new schemes.

Bringing in the latest technology in the market i.e. C.D.M.A (Coded Division Multiple Access).

JAVA enabled set which can be upgraded in future.

Excellent work force.

Very strong financial position.

Strong corporate image.

Trying to integrate all Telecom services.

Largest retail presence in the market place.

WEAKNESS:

First direct customer integration.

Primary focus area is maximum coverage through it gives importance to providing good service

but superficially.

Poor retail experience.

Many hidden policies.

OPPORTUNITY:

Vast untapped market

60,000 km optic fiber network.

Out 18Telecom circle in India Reliance has license for operation in 18 circles.

Better source of revenue, having a well established industry in India.

Increasing communication needs of individuals especially corporate sector.

High advertisement can create a demand for the Reliance.

Building more trust and faith though its good will

THREATS:

The negative publicity by its competitors.

New competitors coming with more attractive plans.

Well established competitors.

Limited availability of handsets.

Negligence in terms of service will deteriorate its position in market

CONCLUSION

Although a large number of corporate subscribers are satisfied with the services provided

to them, but it needs to gear up with the procedure of billing, services and connectivity to

provide not only satisfactory but a delighting service or else the subscribers will not be locked

for a long time, due to the emergence of a large number of vodafone in the market.

Though the company is financially strong at the moment but in long terms to maintain its

position, market share and customer loyalty it needs to remove its shortfalls.

SUGGESTION

The interpretation of data revealed certain factors and problem which would affect the future

growth of the company (as stated earlier).

Recommendation regarding to above found problem are as follows:

It is very important to rectify billing related problem with proper coordination, and

working.

The company should strive hard to keep its after sales services best as now the customer

have increased largely. They should live up their name in sales services.

The customer should be made aware of the latest developments by issuing pamphlets,

broachers etc.

The subscribers problems should be solved as early as possible and he should be assured

that he will not be facing the problem in near future.

The company should improve its connectivity problem as early as possible because of the

stiff competition it is facing in the market.

The customer care services should be improved

Reliance launches many schemes which is good for the company but before the

implication of these schemes the new schemes is launched.

In order to improve the coverage it has to follow aggressive marketing.

Bibliography

BOOKS

i. Marketing Management by Philip Kotler

ii. Research Methodology by C.R Kothari

iii. Company Manuals

WEBSITES

i. relianceada.co.in

ii. Reliance Wardha Intranet

QUESTIONNAIRE:

Q.1 Which Company use post plan connection?

a.Relianceb.Vodafone c.Other

Q.2 Fixed Wireless Phone?

a.Reliance b.Vodafone c.Other

Q.3 Which Company use Data card connection?


Q.4 Which Problem Issues with existing service provider?


Q.5 Which Company connection you will prefer at next time?


Q.6 Which Company customer care is better?


Q.7 Satisfaction level with existing Service Provider?


Project on vodafone and reliance

Documents

Transcript of Project on vodafone and reliance