1. http://www.gameswala.com/A DESSERTATION REPORT ONA COMPARATIVE STUDY ON CUSTOMER SATISFACTION INRELIANCE INFOCOMM WITH TATA INDICOMVs.IN DEHRADUNIn the partial fulfillment of the degree of MASTER OF BUSINESS ADMINISTRATIONSession 2010-2011Supervised to:Submitted by:Mrs. SUMAN VIJNARENDER KUMAR(FACULTY GUIDE)MBA (IV Semester)8NBDH045 http://www.gameswala.com/ 1

2. http://www.gameswala.com/TABLE & CONTENTS.no ParticularPage no 1 Declaration Acknowledgement 3 2 Acknowledgement 4 3 Abstract summery5 4 Introduction6 5Chapter 1:- 1.1 History of reliance telecom10 6 1.2 History of Tata indicom 27 7 1.3 Scope of telecom32 8 1.4 Telecom services in India 36 9 Objective 3810 Chapter 2:- 2.1 Research Methodology3911 2.2 Review of literature41122.3 Empirical Analysis 4913Chapter 3:- Finding6114 Suggestions 6215 Conclusion6316Questionnaire66 http://www.gameswala.com/ 1 3. http://www.gameswala.com/ DECLARATIONI Narender kumar a student MBA (2008-2010) batch of ICFAI national collegeDehradun do here by declare that this project entitled A COMPARATIVESTUDY ON CUSTOMER SATISFACTION IN RELIANCE INFOCOMM WITH TATAINDICOM in Saharanpur and dehradun. Required in partial fulfillment of thedegree of Master of Business Administration, to the best of my knowledge isthe original work.. http://www.gameswala.com/1 4. http://www.gameswala.com/ACKNOWLEDGEMENTA formal statement of acknowledgement will hardly meet the ends of justice in the matterof expressing my deep sense of gratitude and obligation to all those who help me in thecompletion of this thesis.I am indebted to my project guide Mrs. SUMAN VIJ whose versatility of creativeness,interest and enthusiasm gave a new dimension to my work with a motto- to seek, to strive,and not to yield. I would like to express my gratitude to all my friends who help me a lotthroughout this Thesis.Last but not the least, I would like to thank them who helped me and gave me constructivesuggestions. http://www.gameswala.com/1 5. http://www.gameswala.com/ABSTRACT SUMMARYSomeone has rightly said that practical experience is far better and closer to the real world thanmere theoretical exposure. The practical experience helps the students to view the real businessworld closely, which in turn widely influences their perceptions and arguments theirunderstanding of the real situation.The phenomenon of creation is a long process requiring time, energy and dedications well asskill and experience of those people engaged in the task, ultimately in the outcome as the finalform of embodiment of the creators vision. Research work constitutes the backbone of anymanagement education program. A management student has to do research work quite frequentlyduring his/her entire span.The research work entitled An analytical study on consumers perception towards reliance andTata indicom and their satisfaction level aims to know how much satisfied the customer withthe service rendered by reliance and Tata indicom. And the data which is collected by me tilldate it is found from the analysis that maximum of the customers feel that the services of thereliance and Tata indicom are excellent.MBA is a stepping stone to management career in order to reach practical and concrete results.Our contemporary lives have been influenced by the advancement and growth in industry.http://www.gameswala.com/1 6. http://www.gameswala.com/CHAPTER Ihttp://www.gameswala.com/ 1 7. http://www.gameswala.com/INTRODUCTION What is Telecommunication? & and Need for Mobile/Basic phoneTelecommunication is the fastest communication process in this era. Telecommunication isthe Electronic Process of communication. In this process we can talk anywhere in theworld.Due to the telecommunication development the world has become like a point. At firstGrahm Bell had searched this way of communication & after invention of Telephonegradually development has given growth. Due to the development of telecommunicationyou always become contacts among the world. In the telecommunication Process theinformations sends through the database. Electronically works on satellite signal reflectiontheory by the mobile/ basic phone. We can connect the internet & send the data throughcomputer by this way of communication we always remain in contact through theworldwide.http://www.gameswala.com/ 1 8. http://www.gameswala.com/ Industry BackgroundIndias telecom sector has been doing exceptionally well in past decade. Its structural andinstitutional reforms have provided tremendous growth opportunity to this sector. Indiahas nearly 200 million telephone lines making it the third largest network in the worldafter China and USA. With a growth rate of 45%, Indian telecom industry has the highestgrowth rate in the world. The first reforms in Indian telecommunications sector began in1980s when the private sector was allowed in telecommunications equipmentmanufacturing. In 1985, Department of Telecommunications (DOT) was established.Evolution of the industry-Important Milestones Year History of Indian Telecommunications1851 First operational land lines were laid by the government near Calcutta (seat of Britishpower) 1881 Telephone service introduced in India 1883 Merger with the postal system1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRTinto the Indian Radio and Cable Communication Company (IRCC) 1947 Nationalization ofall foreign telecommunication companies to form the Posts, Telephone and Telegraph(PTT), a monopoly run by the governments Ministry of Communications 1985 Departmentof Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system) 1986Conversion of DOT into two wholly government-owned companies: the Videsh SancharNigam Limited (VSNL) for international telecommunications and Mahanagar TelephoneNigam Limited (MTNL) for service in metropolitan areas. 1997 Telecom RegulatoryAuthority of India created. 1999 Cellular Services are launched in India. New NationalTelecom Policy is adopted. 2000 DoT becomes a corporation, BSNL 1.2] Indian TelecomPolicy:- After 1991s liberalization in Governments policies, the telecom sector has allowedvarious private players to enter into the Indian market. Earlier, sector was operating underpublic sector giants like Bharat Sanchar Nigam Limited (BSNL), Mahanagar TelephoneNigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL) but after the NationalTelecom Policy (NTP) by Government in 1994 many private players enteredthis market is regulated by Telecommunication Regulatory Authority of India (TRAI). Itacts as an independent regulator of the business of telecommunications in the countrywhich was set up in 1997 by the government of India. (Source: TRAI Report 2006-07)Indian telecommunications today benefits from among the most enlightened regulation inthe region, and arguably in the world. The sector, sometimes considered the poster-boyfor economic reforms, has been among the chief beneficiaries of the post-1991liberalization. Unlike electricity, for example, where reforms have been stalled,telecommunications has generally been seen as removed from mass concerns, and thusless subject to electoral calculationshttp://www.gameswala.com/ 1 9. http://www.gameswala.com/Today, there are many private players like Vodafone, Airtel, Tata, Reliance, Idea etc. Thereare basically two areas in which these players operate: Fixed and Cellular Services. In Fixedline, MTNL and BSNL have captured major part of the market. Whereas, Cellular Services,can be further divided into two parts: Global System for Mobile Communications (GSM) andCode Division Multiple Access (CDMA).In this modern era mobile / basic phone become a best source to being communicated.http://www.gameswala.com/ 1 10. http://www.gameswala.com/Reliance infocomm COMPANY PROFILEReliance - Anil Dhirubhai Ambani GroupReliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by ShriDhirubhai H. Ambani (1932-2002), ranks among Indias top three private sector businesshouses in terms of net worth. The group has business interests that range fromtelecommunications (Reliance Communications Ventures Ltd.) to financial services(Reliance Capital Ltd.) to the generation and distribution of power (Reliance Energy Ltd.)Reliance ADA Groups flagship company, Reliance Communications, is Indias largestprivate sector information and Communications Company with over 20 millionsubscribers. The company has established a pan-India, high-capacity, integrated (wirelessand wire line), convergent (voice, data and video) digital network, to offer servicesspanning the entire infocomm value chain. Other major group constituents RelianceCapital, Reliance Energy are wide l acknowledged as the market leaders in theirrespectiveareas ofoperation.http://www.gameswala.com/1 11. http://www.gameswala.com/ABOUT USReliance Infocomm is the outcome of late Dhirubhai Ambanis dream of bringing about adigital revolution in India that will bring to every Indians doorstep an affordable means ofinformation and communication. Make the tools of infocomm available to people at anaffordable cost. They will overcome the handicaps of illiteracy and lack of mobility", washow Dhirubhai, as he was fondly called, spelt out Reliance Infocomms mission in late 1999.He firmly believed the country could use information and communication technology toovercome its backwardness and underdevelopment.It was with this belief that Reliance Infocomm began laying its 60,000 route kilometres ofpan-India fibre optic backbone in 1999. The backbone was commissioned on December 28,2002, Dhirubhais 70th birth anniversary, first since his sad demise on July 6, 2002.Reliance Infocomms network is a high-capacity, integrated (wireless and wire line), andconvergent (voice, data and video) digital network. The network is designed to offerservices that span the entire Infocomm value chain - infrastructure, services, both forenterprises and individuals, applications, and consulting. The network is designed todeliver services and applications that will change the way we Indians live. It will harbingera New India.http://www.gameswala.com/ 1 12. http://www.gameswala.com/VISION"We will leverage our strengths in executing complex global-scale projects to makeleading edge information and communication services affordable by all individualconsumers and businesses in India. We will offer unparalleled value to createcustomer delight and enhance business productivity. We will also generate value forour capabilities beyond Indian borders while enabling millions of Indias knowledgeworkers to deliver their services globally". CHAIRMAN PROFILEMr. Anil D. Ambani, 46, is the Chairman of Reliance Communications Ventures Ltd.,Reliance Capital Ltd. and Chairman & Managing Director of Reliance Energy Ltd. Tillrecently he also held the position of the Vice Chairman and Managing Director of RelianceIndustries Limited. http://www.gameswala.com/1 13. http://www.gameswala.com/The Reliance group is Indias largest business house, founded by late Shri Dhirubhai H.Ambani (1932-2002).Mr. Ambani is a Bachelor of Science from the University of Bombay and an MBA from TheWharton School, University of Pennsylvania, USA. He joined Reliance in 1983 as Co-ChiefExecutive Officer. He has to his credit many financial innovations in the Indian capitalmarkets and has pioneered Indias first forays into the overseas capital markets withInternational public offerings of global depository receipts, convertibles and bonds. He hasdirected Reliance in its efforts to raise, since 1991, around US$2 billion from overseasfinancial markets; with the 100-year Yankee bond issue in January 1997 being the highpoint of his endeavors. He has steered the Reliance Group to its current status as Indiasleading textiles, petroleum, petrochemicals, power and telecom player. He is a Member ofthe Wharton Board of Overseers, The Wharton School, USA.Birthplace :Mumbai, IndiaDate of Birth :June 4, 1959Fathers Name:Dhirubhai Hirachand AmbaniMothers Name:Kokilaben Dhirubhai AmbaniEducation:Bachelor of Science, University of BombayMBA from The Wharton School, University of Pennsylvania, USA.http://www.gameswala.com/1 14. http://www.gameswala.com/CAREER: Joined Reliance in 1983, as co-Chief Executive Officer. Have to his credit many financial innovations in the Indian capital markets. Pioneered Indias first forays into overseas capital markets with international public offerings of global depository receipts, convertibles and bonds. Directed Reliance in Its efforts to raise, since 1991, around US$ 2 billion from overseas financial markets; with the 100-year Yankee bond issue in January 1997 being the high point of his endeavors. With an investment of over Rs 36,000 crore (US$ 9 billion) in petroleum refining, petrochemicals, power generation, telecommunication services and a port terminal, in a three-year time frame, he has steered the Reliance Group to its current status as Indias leading textiles-petroleum-petrochemicals-power-info COM-telecom player.MEMBER: Wharton Board of Overseers, The Wharton School, USA.Central Advisory Committee, Central Electricity Regulatory Commission. Board of Governors, Indian Institute of Management, Ahmedabad. Board of Governors of Indian Institute of Technology, Kanpur.http://www.gameswala.com/1 15. http://www.gameswala.com/PRODUCT & SERVICES PROFILENetworkPAN India network and town coverage. 80,000 kms of optic fibre backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 citiesAND 4,00,000 villages by December. 4,300 Base Transceiver Stations (BTSs) across the country, to increase to around8,500 by December. Network with superior reliability All this managed from our state-of-the-art national network operations centre inMumbai. http://www.gameswala.com/1 16. http://www.gameswala.com/Sr. No. Circles 1. Andhra Pradesh 2. Bihar & Jharkhand 3. Chennai 4. Delhi 5. Gujarat 6. Haryana 7. Himachal Pradesh 8. Karnataka 9. Kolkatta 10. Keralahttp://www.gameswala.com/ 1 17. http://www.gameswala.com/11.Madhya Pradesh12.Maharashtra & Goa13.Mumbai14.Orissa15.Punjab16.Rajasthan17.Tamilnadu18.Uttar Pradesh (East)19.Uttar Pradesh (West)20.West Bengal / Sikkim21.Uttranchal Sr. No. Union Territories1. Chandigarh2. PondicherryRIM Postpaid1 INDIANow call any phone, anywhere in India for just Re 1/min.Joy PlansOur Postpaid plans have been specifically designed to help you save on costs. Depending onyour usage and your budget, you have a choice of plans with economical tariff rates.http://www.gameswala.com/1 18. http://www.gameswala.com/On-net Talk time PackNow,you can enjoy the benefit of first 1000 mints of calling to all Reliance Mobiles andFixed Wireless Phones/ Terminals(FWP/T),in your circle, absolutely free!!!Handset Payment Options (for Postpaid)Get Started KitGone are the days when you were bound by a particular handset and a certain phonenumber. You can now set yourself free with the new Get Started Kit from Reliance IndiaMobile.BILL PAYMENTSIntroducing the most convenient mode of Bill payment. Now pay your bills directly fromCredit Card or Bank Account and save your precious time.INMARSATReliance now offers its subscribers significant savings for voice calls made to any Inmarsatnumber. The savings could be as high as 70% depending on the type of terminal and thelocation.Unlimited SMS PackNow sms any phone, anywhere in India for just Re 1/min.http://www.gameswala.com/1 19. http://www.gameswala.com/ RIM Prepaid1INDIAIntroducing 1 INDIA recharge options of 1 Day, 1 Week and 1 Month ValidityJeevan bhar ka saathBuy our new prepaid recharge voucher for Rs. 995/- Get incoming calls free for life.Prepaid TariffsChoose the tariff plan that suits you needs.E-RechargeNow you can recharge your prepaid with any amount, from Rs. 10 - Rs. 10,000. So dont letyour budget stop you. Choose a recharge value that suits you and stay mobile.SMS Top-Up CardsJust top-up your prepaid with SMS top-up cards and send free SMS as for low as 1 paise.Get Started KitGone are the days when you were bound by a particular handset and a certain phonenumber. You can now set yourself free with the new Get Started Kit from Reliance IndiaMobile. http://www.gameswala.com/1 20. http://www.gameswala.com/RELIANCE WORLD ROAMING:Now roam across 200 countries and 350 GSM and CDMA networks with your ReliancenumberCalling CardsReliance World CardThe world is just a call away. With the Reliance World Card available in two denominations- Rs. 110 and Rs. 220, you can make ISD calls from any Reliance phone, be it postpaid(Reliance IndiaMobile/Fixed Wireless phone) or RIM prepaid even without a pre-activatedISD facility!The Reliance World Card also gives you exceptional voice clarity and superior callingexperience, all at exceptionally attractive rates.Reliance India CardPrepaid reliance India card offers very affordable rates for Local & NLD calls. The RIC is arechargeable account based prepaid card for making Local & NLD calls which can be usedfrom reliance phones (Reliance IndiaMobile (Postpaid/prepaid)/FWT/FWP) only andcannot be used from PCO. With RIC , NLD calls can be made from Reliance phones even ifNLD facility is not active. The RIC voucher is available in Reliance Web worlds, POS, andprepaid retail outlets.The cards are available in denominations of Rs.110 & Rs. 220 http://www.gameswala.com/ 1 21. http://www.gameswala.com/HandsetsReliance IndiaMobile service is available on handsets compatible with our network.R ServicesEnables you to view the number of the calling person when you receive a call.CLIR (Call Line Identification Restriction)Enables you to block presentation of your own number on a Reliance IndiaMobile offersyou a host of value-added services:Voice mail service:24 hour personal call answering serviceCall waiting:Allows you to receive an incoming call while already engaged in one callCall hold:Allows you to put a current call on hold and make a second callCall diverts:Allows you to divert calls within your SDCA3-way call conferencing:Allows a conference between 3 persons from your mobile handsetCLIP (Caller Line Identification Presentation)Called persons phone http://www.gameswala.com/1 22. http://www.gameswala.com/International SMSEnables subscribers to send, receive, reply and forward simple text messages to friends,relatives and business associates across the world.R-World SERVICES Hot n New, Mobile TV, Dial 1234, Movies more, Ringtones, Music, Membership, CricketNmore, Gamestation, FunExpress, Messaging, TravelnShop, Finance, More, Win N Stay, Indian Idol, Pics Gallery, Guiness Rcd, Win Daily, Greetings, Animations, Weekly Comics, MMS, Web Mail, Find A Friend, Web Mail Registration, Office Mail, Office Dir, Railways, IA Reserve, IA Help, AirlineInfo, Bus Routes, Shopping, Auto, Matrimonial, Real Estate, Used Items, Job Search, Yellow Pages, Adambani Cos, BSE Quotes, NSE Quotes, MCX Quotes, Mobile Bank, ICICI Bank, NCDEX Quotes, Reliance MF, Devotional,Womens World, Kidz World, Bill N Help, Tool kit, Finance.Introduction to R ConnectTo the World of R Connect- High speeds Internet access anytime, anywhere.Welcome Reliances cutting edge CDMA 1 x network offers you high speed internet access,at speeds up to 144kbps without tying you down to a land line. You can take advantage ofthis service by using one of the following devices.Connect Data CableThe R Connect Cable enables your RIM Phone to work as a high-speed modem for your PCor laptop. You can download files as well as read and send e-mails easily at speeds up to144 kbps, anytime, anywhere. http://www.gameswala.com/ 1 23. http://www.gameswala.com/R Connect CardA revolutionary product, that works as a modem and as a mobile phone. You can surf theInternet, access e-mails, make and receive calls and SMS from your laptop while on abusiness tour, while waiting at the airport, or traveling in a car through the R Connect Card,anywhere across the country.PDA Phone -Enhance your productivity! For the mobile professional wireless PDA offers not onlyInternet access but also mail access, personal information management and a host of otherpersonal productivity tools.R-Connect Services provided by Reliance Communications Infrastructure LimitedRIM Prepaid-Prepaid TariffsFreedom PlansTariffsReliance PhonesRs. 0.99LocalOther Phones Rs. 1.79Reliance PhonesRs. 1.79STDOther Phones Rs. 2.49Home tariffs apply for all outgoing calls while roaming. Incoming calls @ Rs. 1.79http://www.gameswala.com/1 24. http://www.gameswala.com/Recharge Vouchers - Freedom PlansMRP Admin Fee Talk time Validity (Days)Rs. 149 Rs. 135.21Rs. 0.0030Rs. 165 Rs. 75.73 Rs. 74.00 14Rs. 200 Rs. 131.49Rs. 50.00 30Rs. 330 Rs. 150.45Rs. 149.0030Rs. 550 Rs. 150.00Rs. 349.0030Rs. 1100Rs. 150.00Rs. 848.0060Rs. 995 Rs. 602.90Rs. 300.00180Rs. 3300Rs. 150.00Rs. 2845.00 365Fixed Wireless Phone (FWP)BENEFIT #1No Wires AttachedWireless connectivity - immune to cable-cuts, rains etc. Carry it along when you move fromroom to room or when you shift your home/office.BENEFIT #2Wireless Internet (R Connect)- In-built modem for high speed internet connectivity atspeeds up to 115 kbps. No separate ISP connection requiredBENEFIT #3Mobile Phones Featureshttp://www.gameswala.com/1 25. http://www.gameswala.com/SMS, In-built Caller Line Identification, Voice Mail, 99-number Phone Book, Speaker Phone,choice of ringtones and many more.BENEFIT #4Zero effective RentalsValue of free calls almost equivalent to monthly plan charges with unbelievably low callrates.Service available in select cities. Fax is not supported.*For Residence Proof: Telephone/Electricity/Credit Card Bill or Bank Statement (withstamp and signature of Bank Manager). Documents should not be more than three monthsold. Submit photocopies of documents and bring originals for verification. All documentsneed to be in customers name. For I identity Proof: Passport/Voter ID Card/PANCard/Driving License/Photo Identity Card issued by an institute.Fixed Wireless Terminal (FWT)BENEFIT #1Great SavingsUnbelievably low call rates. Substantial savings on ISD calls.BENEFIT #2Zero Effective RentalsValue of free calls almost equivalent to monthly plan charges.BENEFIT #3 http://www.gameswala.com/ 1 26. http://www.gameswala.com/Parallel Connection FacilityTwo voice ports to connect two telephone instruments to be used as parallel connection.BENEFIT #4No Wires AttachedWireless connectivity-immune to cable cuts, rains etc. Carry it along when you shift yourhome/office.BENEFIT #5Wireless Internet (R-Connect)In-built modem for high speed Internet connectivity at speeds of up to 115 kbps. Noseparate ISP connection required.BENEFIT #63-way Call Conferencing, Speed Dialing, Hotline, Call Restrict/Call Lock, Call Wait/Call Hold,Call Divert, Alarm and Caller Line Identification enabled.SERVICE AVAILABLE IN SELECT CITIES. FAX IS NOT SUPPORTED.*For Residence Proof: Telephone/Electricity/Credit Card Bill or Bank Statement (withstamp and signature of Bank Manager). Documents should not be more than three monthsold. Submit photocopies of documents and bring originals for verification. For IdentityProof: Passport/Voter ID Card/PAN Card/Driving License/Photo Identity Card issued by aninstitution. All documents need to be in customers name. TATA TELESERVICES LTDhttp://www.gameswala.com/1 27. http://www.gameswala.com/Tata Teleservices Limited spearheads the Tata Groups presence in the telecom sector. TheTata Group had revenues of around US $62.5 billion in Financial Year 2007-08, andincludes over 90 companies, over 350,000 employees worldwide and more than 3.2 millionshareholders.Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platformin India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India)Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. Itlaunched mobile operations in January 2005 and today enjoys a pan-India presencethrough existing operations in all of Indias 22 telecom Circles. The company is also themarket leader in the fixed wireless telephony market. The companys network has beenrated as the Least Congested in India for last five consecutive quarters by the TelecomRegulatory Authority of India through independent surveys.Tata Teleservices Limited now also has a presence in the GSM space, through its jointventure with NTT DOCOMO of Japan, and offers differentiated products and services underthe TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Groups strategicalliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMOhas received a pan-India license to operate GSM telecom services - and has also beenallotted spectrum in 18 telecom Circles. The company has rolled out GSM services inphased manner, starting with Tamil Nadu, Kerala, Orissa, Karnataka, Andhra Pradesh,Mumbai, Rest of Maharashtra, MP&CG, Haryana-Punjab, Kolkata and Jharkhand. Thecompany plans to launch pan-India operations by the year-end.TATA DOCOMO marks a significant milestone in the Indian telecom landscape, as it standsto redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of theworlds leading mobile operators - in the Japanese market, the company is the clear marketleader, used by over 50 per cent of the countrys mobile phone users.http://www.gameswala.com/ 1 28. http://www.gameswala.com/Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, servesaround 50 million customers in more than 350,000 towns and villages across the country,with a bouquet of telephony services encompassing Mobile Services, Wireless DesktopPhones, Public Booth Telephony and Wire line Services.In December 2008, Tata Teleservices announced a unique reverse equity swap strategicagreement between its telecom tower subsidiary, Wireless TT Info-Services Limited, andQuippo Telecom Infrastructure Limited - with the combined entity kicking off operationswith 18,000 towers, thereby becoming the largest independent entity in this space - andwith the highest tenancy ratios in the industry. TTSLs bouquet of telephony servicesincludes mobile services, wireless desktopTata Teleservices Limited spearheads the Tata Groups presence in the telecom sector. TheTata Group had revenues of around US $62.5 bn in Financial Year 2007-08, and includesover 90 companies, around 350,000 employees worldwide and more than 3.2 millionshareholders.Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platformin India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India)Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. Itlaunched mobile operations in January 2005 and today enjoys a pan-India presencethrough existing operations in all of Indias 22 telecom Circles. The company is also themarket leader in the fixed wireless telephony market. The companys network has beenrated as the Least Congested in India for last four consecutive quarters by the TelecomRegulatory Authority of India through independent surveys.Tata Teleservices Limited now also has a presence in the GSM space, through its jointventure with NTT DOCOMO of Japan, and offers differentiated products and services underthe TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Groups strategicalliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMOhas received a pan-India license to operate GSM telecom servicesand has also beenallotted spectrum in 18 telecom Circles and will roll out its services shortly, starting withSouth India.TATA DOCOMO marks a significant milestone in the Indian telecom landscape, as it standsto redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of theworlds leading mobile operatorsin the Japanese market, the company is the clear marketleader, used by over 50 per cent of the countrys mobile phone users.Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over36 million customers in more than 320,000 towns and villages across the country, with abouquet of telephony services encompassing Mobile Services, Wireless Desktop Phones,Public Booth Telephony and Wireline Services. Other services include value-added serviceslike Voice Portal, Roaming, Post-paid Internet Services, Three-way Conferencing, GroupCalling, Wi-Fi Internet, USB Modem, Data Cards, Calling Card Services and Enterprisehttp://www.gameswala.com/ 1 29. http://www.gameswala.com/Services. Some of the other products launched by the company include Pre-paid WirelessDesktop Phones, Public Phone Booths, Mobile Handsets and Voice & Data Services such asBREW Games, Voice Portal, Picture Messaging, Polyphonic Ring Tones, and InteractiveApplications like news, cricket, astrology, etc.In December 2008, Tata Teleservices announced a unique reverse equity swap strategicagreement between its fully-owned telecom tower subsidiary, Wireless TT Info-ServicesLimited, and Quippo Telecom Infrastructure Limitedwith the combined entity kicking offoperations with 18,000 towers, thereby becoming the largest independent entity in thisspace. Tata Teleservices bouquet of telephony services includes mobile services, wirelessdesktop phones, public booth telephony and wireline services.TATA DOCOMOTATA DOCOMO is Tata Teleservices Limiteds (TTSL) telecom service on the GSM platform-arising out of the Tata Groups strategic alliance with Japanese telecom major NTTDOCOMO in November 2008. Tata Teleservices has received a pan-India license to operateGSM telecom services, under the brand TATA DOCOMO and has also been allotted spectrumin 18 telecom Circles. TTSL and has already rolled out its services in various circles.The launch of the TATA DOCOMO brand marks a significant milestone in the Indian telecomlandscape, as it stands to redefine the very face of telecoms in India. Tokyo-based NTTDOCOMO is one of the worlds leading mobile operators-in the Japanese market, thecompany is clearly the preferred mobile phone service provider in Japan with a 50 per centmarket share.NTT DOCOMO has played a major role in the evolution of mobile telecommunicationsthrough its development of cutting-edge technologies and services. Over the years,technologists at DOCOMO have defined industry benchmarks like 3G technology, as alsoproducts and services like the i-mode TM, mobile payment and a plethora of lifestyle-enhancing applications. Today, while most of the rest of the industry is only beginning totalk of LTE technology and its possible applications, DOCOMO has already startedconducting LTE trials in physical geographies, not just inside laboratories!DOCOMO is also a global leader in the VAS (Value-Added Services) space, both in terms ofservices and handset designs, particularly integrating services at the platform stage. TheTata Group-NTT DOCOMO partnership will see offerings such as these being introduced inthe Indian market under the TATA DOCOMO brand.TATA DOCOMO has also set up a Business and Technology Cooperation Committee,comprising of senior personnel from both companies. The committee is responsible for theidentification of key areas where the two companies will work together. DOCOMO, theworlds leading mobile operator, will work closely with the Tata Teleservices Limitedmanagement and provide know-how on helping the company develop its GSM business. http://www.gameswala.com/ 1 30. http://www.gameswala.com/Despite being a late entrant, Tata Indicom, TTSLs CDMA brand, has already established itspresence and is the fastest-growing pan-India operator. Incorporated in 1996, TataTeleservices Limited is the pioneer of the CDMA 1x technology platform in India. Today,Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Ltd, serves over 37million customers in more than 320,000 towns and villages across the country offering awide range of telephony services including Mobile Services, Wireless Desktop Phones,Public Booth Telephony and Wire-line Services.2001 - Mr. Vinod Shukla, Director has resigned and Mr Pradeep Kaul has been appointed inhis place. 2002-Hughes Tele.com crosses 150000 live customer lines.- Hughes Tele confirms appointment of G Varghese as President & CEO.- Hughes Tele.com India Ltd has informed that the Board has appointed Mr Jay Dehejiaas a Director of the Company. Mr Dehejia has also been appointed as a member of theAudit Committee and Employees Stock Option Plan Compensation Committee. Mr JayDehejia is an Independent Director for the purpose of Clause 49 of the ListingAgreement. Further, the Board of Directors has at its meeting held today appointed MrPaul W Cheng as an Alternate Director to Mr. Jay Dehejia.- Hughes Network Systems, a shareholder of Hughes Tele.com (India) Ltd (HTIL), andTata Industries Ltd on April 23, 2002 signed a Memorandum of Understanding todiscuss various possibilities for entering into atransaction with respect to theinvestment of the HTIL sponsors in HTIL.- Hughes Tele.com India Ltd has informed the Board of Directors of the Company hasaccepted Mr Setts resignation at its meeting held on July 16, 2002. Mr Vivek Sett willhowever continue as the Companys Chief Financial Officer.- Hughes Tele.Com (India) Limited has informed the Exchange about the Change inBoard of Directors as follows : 1.) M/s. Pramod Mittal, Pradman Kaul, Jack Shaw,Francis X Frantz, Vinod K Mittal, James Lucchese, Pradeep Kaul, Jaykumar Dehejia &Vijay dhar have resigned from the office of the Director of the Company w.e.f December6, 2002. Consequent to the above said resignations, M/s. Arun Kumar (alternate to Mr.Jack Shaw). Sanjay Chaudhary (alternate to Mr. Francis X. Frantz), Pranav Roach(alternate to James Lucchese), Partho Banerjee (Alternate to pradeep Kaul), Paul WCheng (Alternate to Jaykumar Dehejia),John-Michael Lind (Alternate to Pramod Mittal)have also ceased to be alternate Directors w.e.f. December 6, 2002. 2.) Dr. J J irani, Mr. SRamakrishnan, Mr. Ishaat Hussain, Mr. R Gopalakrishnan, Mr.Kishor Chaukar, Mr.Firdose Vandrevala, Mr. N.S.Ramachandran & Mr. Pradman Kaul have been appointedas Directors of the Company w.e.f. December 6, 2002. The Board will shortly be http://www.gameswala.com/ 1 31. http://www.gameswala.com/expanded to include one more director. The above changes have been approved at themeeting of the Board of Directors of the Company held on December 6, 2002.2003- Hughes Tele.com, telephony services provider of Maharashtra has been officiallyrenamed as Tata Teleservices (Maharashtra) ltd.- Tata Teleservices (Maharashtra) intensified its focus on rest of Maharashtra (besidesMumbai).- TTSL, the Private basic telecom services operator has launched its Voice Mail Services(VMS).- Tata Teleservices has tied up with Tier 1 internet service provider n-LongueCommunications to set up 400 telephone and internet Kiosks in rural Tamil Nadu.- TTSL is re-evaluating its decision to expand its public Call Offices (PCOs) and CyberCafes across the country under the Tata Indicom Umbrella.- Trail sought out for clarification on tariffs from WLL Player-Tata Teleservices, eventhough the company has maintained that its WLL tariffs have not been put on hold.- Tata Teleservices ltd and Dish net DSL Ltd have tied up for sharing of infrastructureand a co-location agreement across the country.- Tata Teleservices has slashed its WLL STD rates to Rs.1.90 per minute for calls beyond500kms.- GTL and Tata Teleservices have been picked up by Andhra Pradesh Government tomanage the information assets created by the state as part of its e-governanceinitiatives.- TTSL has received clearance from TN government for setting up an Optic FibreCable(OFC) backbone of the state- Tata Teleservices impact with Tata InfoTech to set up a wireless applicationLaboratory at IIT-Mumbai.- TTSL has announced an offer which enables its customers to own a mobile phone and aconnection for Rs.999. http://www.gameswala.com/ 1 32. http://www.gameswala.com/- TTML is negotiating with the Airport Authority of India (AAI) to offer Tata Indicom Wi-Fi services a high frequency wire free access to the internet, at airports.- Tata Teleservices objected Reliance Infocomm locking in the customers of its limitedmobility services for a period of 3 years and has termed it as anti-corruption practices.- TTSL has tied up with Motorola for the letters first commercial CDM software switch.- TTSL has successfully launched its Tata Indicomm CDMA services in Pune, nagpurNasik and Aurangabad.- Tata Teleservices has reached a milestone by crossing 1 lakh subscribers in Delhi.- TTSL has unveiled its CDMA -based mobile services in Mumbai with lowest pulse rateat 15 seconds.- Mr.Amit Bose has been appointed as president of Tata Tele services , in charge ofmarketing, sales and other initiatives of Tata Teleservices.- Tata Teleservices has unveiled a new scheme called Tata Shareholder Privileges for itsshareholders, through which the company can get mobile connection without payingany upfront charges.- Mr. Firdose Vandrevala has been appointed as new non-executive chairman of Tata taleservices.- Dr. J. J. Irani handed over the Chairmanship of the Board of Directors to Mr. Firdose A.Vandrevala.- Launches basis telephone services in Pondicherry from 01/09/2003- Tata Teleservices starts operations in Prakasam district- Tata Teleservices selects Subbed Systems fraud management system 2004- Tata Tele unveils m-tribe to tap talent- Tata Tele awards CDMA contract to Motorola 2004- TTSL in alliance with Dept of Posts for bill payments in TNhttp://www.gameswala.com/ 1 33. http://www.gameswala.com/- Launches Tata Indicom Pre Pay service for fixed wireless phone (FWP) in AndhraPradesh and Delhi circles.- Tata Teleservices has signed a memorandum of understanding with China Unicom forjoint development of applications on the CDMA technology platform- Tata Indicom has launched push-to-talk capable handsets, which allows subscribers toconnect instantly with other users of similar handsets- Tata Indicom forges alliance with Nokia to roll out gaming package- Tata Indicoms IP-VPN services bags international accreditation- Tata Teleservices has awarded a contract worth nearly $ 30 million to LucentTechnologies to help in the CDMA network expansion of Tata Teleservices in AndhraPradesh- VSNL joins hands with TTSL to offer global calling cards- Tata Indicom launches new contest on Euro 2004- Tata Indicom forays into wireless pre-paid segment with new features- Tata Indicom begins services in Sivakasi, Virudhunagar in TN- Tata Teleservices Limited (TTSL) on September 1, 2004, announced the launch oftelecom services in Anantapur town that would cover fixed wireless and mobile tocustomers- Tata Indicom, on Sept 10, launches its services in Raichur- Launches lower rate slab for its `True Paid customers- Tata Indicom rolls out first ever PTT service in India 2005- Hyundai Motor sign Mo U with Tata Indicom on Feb 11, 2005- Tata Tele launches services in Uttaranchal- TTSL ropes in Trisha as brand ambassador- Tata Tele unveils Tata Indicom mobile services in Kerala- Tata Teleservices inaugurates `True paid campaignhttp://www.gameswala.com/1 34. http://www.gameswala.com/- Tata Indicom ties-up with Bangalore One for payment of its bills by Customers atBangalore One centers spread across the city- Tata Tele, VSNL in pact with Indian Institute of Management Calcutta To providingexclusive and customized communications solutions- Tata Teleservices Ltd has launched its first `Tata Indicom True Value Hub in Kerala2006- Tata Tele unveils Tata Indicom Walky- TTML joins hand with TCS, QualcommTATA indicom postpaid planTalk Get More Do More Business Do More Business Do More Get More Get more 124World199999 Gold0123Silver 1599 399OverviewValidityPriceRs.299Rs.199Rs.999 Rs.349Rs.124 Rs.123 Rs.224 Rs.1599Rs.399Incoming FreeFreeFree FreeFree Free Free Free FreeCallsFree Rs.0Rs.199(All No Rental a.) RoamingRs.0Rs.0 Rs.150Rs.0Rs.425TalkTime Calls) and CLIPIncoming - 500(All Calls) (Localcharges Mins b.) Rs. 100Calls)for 12(Local/STD/ISD)months.Clip Rs.0Rs.50FreeFreeRs.25Rs.25Rs.25Rs.25Rs.25Charges(Optional) (Optional) (Optional) (Optional) (Optional) (Optional)LocalRatesSame Rs.1 per Rs.0.50Rs.1 Rs.0.10 Rs.0.50Rs.0 Rs.0.50Rs.1 Rs.0.50Carrier3 minutesOtherRs.1Rs.1.20 Rs.1 Rs.0.50 Rs.0.50Rs.1 Rs.0.50Rs.1 Rs.1.75CarriersLandline Rs.1Rs.1.20 Rs.2 Rs.0.50 Rs.1 Rs.2 Rs.1 Rs.2 Rs.1.75STDRatesSame Rs.1 per Rs.2 Rs.2 Rs.2.40 Rs.2.50Rs.3 Rs.2.65Rs.2 Rs.2Carrier3 minutesOtherRs.1Rs.2.65 Rs.2.65Rs.2.50Rs.3 Rs.2.65Rs.2.65Rs.2.65Carriers http://www.gameswala.com/ 1 35. http://www.gameswala.com/TalkGet More Do More BusinessDo More Business Do More Get MoreGet more 124World 199999 Gold 0123Silver 1599 399LandlineRs.1 Rs.2.65 Rs.2.65 Rs.2.40 Rs.2.50 Rs.3 Rs.2.65 Rs.2.65 Rs.2.65ISD RatesUSA,Rs. 6.40 Rs.9.2Rs.9.2Rs.9.2Rs.9.2Rs.9.2 Rs.9.2Rs.9.2Rs.9.2Canada, (9 AM- 9EuropePM -(FixedMondayLine),to Friday)Australia,Rs. 4.00Singapore,(9 PM - 9HongAMKong, MondayThailand, to FridayMalaysia, and 24Indonesia,hours onNew Sat/Sun)Zealand.Gulf, Rs. 9.20 Rs.9.2Rs.9.2Rs.9.2Rs.9.2Rs.9.2 Rs.9.2Rs.9.2Rs.9.2Europe(9 AM- 9(Mobile), PM -SAARC Mondaycountries,to Friday)Africa &Rs. 7.00Rest of the (9 PM - 9world AMMondayto Fridayand 24hours onSat/Sun)Cuba, SaoTome &Principe,GuineaBissau,DiegoGarcia,Nauru,SolomonIslands,Vanuatu,CookIslands,Tuvalu,Tokelau,NorfolkIsland,SakhalinSMSNationalRs.1 Rs.2Rs.2Rs.0.50 Rs.2Rs.2 Rs.2Rs.2Rs.2Local Rs.1 Rs.1Rs.1Rs.0.50 Rs.1Rs.1 Rs.1Rs.1Rs.1Internation Rs.4 Rs.5Rs.5Rs.5Rs.5Rs.5 Rs.5Rs.5Rs.5al http://www.gameswala.com/1 36. http://www.gameswala.com/TalkGet More Do More BusinessDo More Business Do More Get MoreGet more 124World 199999 Gold 0123Silver 1599 399OtherDetailsOtherDetails * Get More * Do More 274, 0123 offering Roam, 750offering minutes750 free minutes incoming free roaming incoming benefit per roaming month at benefit per monthlymonth at commitme monthly nt ofcommitme Rs.274.nt of Rs 0.50Rs.348. ( after free Rs 0.50 750 mins ( after free usage )750 minsusage )http://www.gameswala.com/1 37. http://www.gameswala.com/ Chapter 2 OBJECTIVE OF THE STUDYThe objective of the study was to get an understanding of the customer feedback segmentof the Reliance Imfocomm and Tata indicom. The scope of study involves. http://www.gameswala.com/1 38. http://www.gameswala.com/ To find out the brand preference between customers. To find out the customers preference. To find out the satisfaction level of customers. To find out the most effective media for advertisement. To determine the impact of advertisement on customers. To determine the overall improvement in the services.RESEARCH METHODOLOGY DATA COLLECTION METHODhttp://www.gameswala.com/ 1 39. http://www.gameswala.com/PRIMARY DATA:-Sources of primary dataDepth interview base on detailed questionnaire. I have used the close ended and openended question. It contains set of questions that are framed based on objective forstudy.Sampling Area: - Dehradun, SaharanpurSampling size: - My sample size is (200 customers in the reliance telecom and (200)customers in the Tata indicom in Dehradun and Saharanpur. so my sample is(200+200) =400. So and my is sample size more then 30 (N30) so I have used the t-test.And I have use large sampling technique like CHI SQUARE TEST.Sample Process: - I have used the Random sampling. Because my sample size largesimple.Sampling Unit :- Reliance and Tata indicom customers in Dehradun and Saharanpur SECONDARY DATA:- http://www.gameswala.com/ 1 40. http://www.gameswala.com/I have used the secondary data from magazine, same data from the books and article, andinternet, Journal.LITERATEUR REVIEWConsumer satisfactionhttp://www.gameswala.com/ 1 41. http://www.gameswala.com/This study is conducted by TRAI. It assesses the satisfaction level of consumers encompassingquality of technical service, quality and operational aspects of gadgets and social /psychologicalcosts due to unsolicited promotional calls /SMS. The analysis in this report shows that theconsumption behavior of the mobile phone users in Delhi and covers the aspects like usagepattern of the mobile phone services, assessment of the level of satisfaction, preference forvarious attributes and functionalities of gadgets .Consumer behavior The titled named consumer buying behavior by Martin Tina; Sam Manaberi [2005]Discussed the industrial purchasing stands for more than half of the whole economicactivity in industrialized countries. Therefore it is important to understand how industriesperform buying activities. The telecommunication industry is a fast growing industry andtherefore interesting to investigate. The purpose of this study was to investigate thecharacteristics of industrial buying behavior in the telecommunication industry. Thepurpose has been further developed in forms of research questions dealing with the buyingprocess, buying center and choice criteria. A case study was made with a customer, to thetelecom supplier Ericsson, from the company HI3G Access, also known as 3. A highly topicalcompany in the third generation telecom networks with Ericsson as one of their primarysuppliers. The conducted telephone interview indicates a swift buying process, influencedby word of mouth. Additional findings involve a small buying center, which is mainlycontrolled by the technical and procurement staff and the importance of price as selectioncriteria as the product is becoming a commodity.The article named consumer buying behavior in mobile phone market in Finland by EMACconference, Track: New Technologies and E Marketing. The survey conducted With 397consumers and looked at their motives to purchase new mobile phones on one Hand andfactors affecting operator choice on the other. The results indicate that while price andproperties were the most influential factors affecting the purchase of a new mobile phone,price, audibility and friends operator were regarded as the most important in the choice ofthe mobile phone operator. This paper concludes with a discussion of contributions andpurposes ideas for future studies in this under researched area.http://www.gameswala.com/1 42. http://www.gameswala.com/LITERATEUR REVIEW ON CONSUMER BUYINGBEHAVIOUREfthymios Constantinides Journal Internet Research Year: (2004)7Volume:14Issue: 2 Page: (111 126) According to the journal Addresses one of the fundamental issues of e-marketing: howto attract and win over the consumer in the highly competitive Internet marketplace.Analyses the factors affecting the online consumers behavior and examines how e-marketers can influence the outcome of the virtual interaction and buying process byfocusing their marketing efforts on elements shaping the customers virtual experience,the Web experience. Identifying the Web experience components and understandingtheir role as inputs in the online customers decision-making process are the first step indeveloping and delivering an attractive online presence likely to have the maximumimpact on Internet users. Click-and-mortar firms delivering superior Web experienceinfluence their physical clients perceptions and attitudes, driving additional traffic totraditional sales outlets. Provides a contribution to the theoretical debate around thefactors influencing the online consumers behavior and outlines some noticeablesimilarities and differences between the traditional and virtual consumers.See Henry assail (1987)27 has discussed the consumer buying behavior is theconsumer decision making varies with the type of buying decision. The decisions to buyTata indicom, reliance, idea, bsnl and vodaphone are all very different. Complex andexpensive purchases are likely to involve more buyer deliberation and moreparticipants.The project study titled customer buying behavior of mobile phone brands by Riquelme(2001). She conducted an experiment with 94 consumers to identify the amount of selfknowledge consumers have when choosing between mobile phone brands. The study wasBuild upon six key attributes like telephone features, connection fee, access cost , mobile toMobile phone rates call rates and free calls related to mobile phone purchasingrespondents had to importance rate. The research shows that consumers with priorexperience about a product can predict their choices relatively well but customers tendedto overestimate the importance of features, call rates, and free call and underestimates theimportance of a monthly access fee, mobile to mobile phones rates and the connection fee. The titled named consumer buying behavior by Martin Tina; Sam Manaberi [2005]discussed the industrial purchasing stands for more than half of the whole economic activity inindustrialized countries. Therefore it is important to understand how industries perform buyingactivities. The telecommunication industry is a fast growing industry and therefore interesting toinvestigate. The purpose of this study was to investigate the characteristics of industrial buyingbehavior in the telecommunication industry. The purpose has been further developed in forms ofresearch questions dealing with the buying process, buying center and choice criteria. A casestudy was made with a customer, to the telecom supplier Ericsson, from the company HI3Ghttp://www.gameswala.com/1 43. http://www.gameswala.com/Access, also known as 3. A highly topical company in the third generation telecom networkswith Ericsson as one of their primary suppliers. The conducted telephone interview indicates aswift buying process, influenced by word of mouth. Additional findings involve a small buyingcenter, which is mainly controlled by the technical and procurement staff and the importance ofprice as selection criteria as the product is becoming a commodity.The article named consumer buying behavior in mobile phone market in Finland by EMACconference, Track: New Technologies and E Marketing. The survey conducted with 397consumers and looked at their motives to purchase new mobile phones on one hand and factorsaffecting operator choice on the other. The results indicate that while price and properties werethe most influential factors affecting the purchase of a new mobile phone, price, audibility andfriends operator were regarded as the most important in the choice of the brand.Brand selectionThe research study titled factors affecting the brand decision in the mobile phone industry inAsia by Liu 2002.This study found that the choice of a cellular phone is characterized by twoattitudes to brands: attitude towards the mobile phone brand on one hand and attitude towards thenetwork on the other. While price and regularity of service were found to dominate choicebetween network providers, choices between mobile phone brands were affected by newtechnology features such as memory capacity and SMS options, more than size. The brand willactually be not towards smaller phones but towards phones with better capability and largerscreen. http://www.gameswala.com/1 44. http://www.gameswala.com/LITERATEUR REVIEW ON CONSUMER PERCEPTIONAccording to the Mr.A.S.RAMESH AND G.SUDHA (2008)19 Page no. (495-497) has beendiscussed consumer are open to a wide range of products after the tidal waves ofglobalization. Purchase decision become mare complex not only because of more choicesbut also similar features that are offered by all the brands especially for consumerdurables. To face the tough competition, companies want to place their products in multi-brand shops. Consumers also prefer multi-brand shops and retailer feel it hard and difficultto manage single brands shops.MR. Aaker, and David A.(1998)16 has discussed the consumer perception as the price ofthe product of well known brands cannot bi differentiated, retailer are in a very hardposition to differentiate them by concentrating be other factors. As customer have morechoice and more information then ever before, retailer must be highly focused, in order togrow in a world of extremes. Retailer therefore needs to adopt a new approach. It is notincreasing the store image along, but shift simple having a from product-centric tocustomer-centric approach.The article titled consumer perception and its choice mobile telecom service provider inMalaysia, Journal of International Business and Economics, May, 2007 by Ahasanul Haque,Ali Khatibi, Abdur Raquib, Shameem Al Mahmud. The study aims to find out what areCritical factors those are playing an important role to select the telecommunication serviceprovider.Result provides a comprehensive analysis of the important factors for playing an importantrole for the customer to select the telecommunication service provider. The analysisconfirms the significant positive relationship of price, service quality, product quality andavailability, and promotional offer for consumer perception. These factors are expected tohave a great role during the time to choose telecommunication service provider. Inconclusion, practitioners can be deriving a better understanding of the activities that arebeing played a vital role for the consumer perception.This study is conducted by TRAI. It assesses the satisfaction level of consumersencompassing quality of technical service, quality and operational aspects of gadgets andsocial /psychological costs due to unsolicited promotional calls /SMS. The analysis in thisreport shows that the consumption behavior of the mobile phone users in Delhi and coversthe aspects like usage pattern of the mobile phone services, assessment of the level ofsatisfaction, preference for various attributes and functionalities of gadgets .Value additionAs this topic is controversial topic at all. As we know that customer satisfaction is notcompletely measured by any method because there are some loopholes in the study that are notthe under control of anyone that the external environment cannot controlled. In this researchhttp://www.gameswala.com/ 1 45. http://www.gameswala.com/study too the customer satisfaction of the both companies TATA and Reliance are comparable insome aspects and not comparable in some other aspect like GSM service of Reliancecommunication cannot be comparable with Tata indicom CDMA service. The services of theReliance communication are founded to be better than Tata indicom because of their flexibleplan for according to the needs of the customer which make the company to generate revenuefrom the postpaid section. The postpaid section of the Reliance communication generates the57% of total revenue of the total profit.LITERATEURREVIEW ONCUSTOMERRELACTIONSHIPMANAGEMENT (CRM)According to the Mr.Roland T.Rust, Valerie A. Zeithaml (2000)21 During customerequity, marketing management written by the Philip kotler (2004)page no.(76-78).The aim of customer relationship management (CRM) is to produce high customerequity. Customer equity is the total of the discounted lifetime values of all the firmscustomers. Clarity, the more loyal the customers, the higher the customer equity.CRM is an acronym for Customer Relationship Management. CRM is a set ofstrategies, processes, metrics, organizational culture and technology solutions thatenhance an organizations ability to see the differences in its customers and prospectsbehavior and needs, track new opportunities to better serve their customers and act,instantly and profitably, on those differences and opportunities. Recently CRM has takena center stage in the business world with businesses concentrating on saving money andincreasing profits by redefining internal processes and procedures. It costs a companydramatically less to retain and grow an existing client, than it does to court new ones. Itis said that It is seven times more expensive to acquire a new customer than to keepan existing one, therefore the value of customer information and management shouldnever be underestimated.http://www.gameswala.com/ 1 46. http://www.gameswala.com/ There are various technical components of CRM like customer information, sales, marketing trends and marketing efficacy that act in tandem to improve relationship between companies and consumers. From a technological perspective, it involves capturing customer data from across the organization and consolidating all internally and externally acquired customer-related data in a central database. This data is then analyzed and the results of the analysis are distributed via customer touch points like mobile sales force, inbound and outbound call centers, web sites, point-of-sale, email, etc., for use while dealing with customers at these very touch points. The Internet has revolutionized the way business is done and has virtually taken the enterprise information system within the reach of the customer. It can be accessed through the call centers, through the Internet and increasingly through mobile devices.CRM from the Business Strategy Perspective.The Business Strategy perspective has most in common with many of the lessons andtopics contained on this website, and indeed within the field of marketing itself. Thediagram below shows the Marketing Teacher Model of CRM and Business Strategy. Ourmodel contains three key phases - customer acquisition, customer retention andcustomer extinction, and three contextual factors - marketing orientation, value creationand innovative IT.http://www.gameswala.com/ 1 47. http://www.gameswala.com/A commonly cited definition of CRM is that of CRM (UK) Ltd (2002), as follows:Customer Relationship Management is the establishment, development, maintenanceand optimization of long-term mutually valuable relationships between consumers andorganizations. What you cry? What does that mean? Lets unpack the definition. The keyto the definition is long-term mutually valuable relationship. This is based upon adefinition of marketing that considers marketing as a mutually satisfying system ofexchanges (for example Baker 2002). So CRM is the building and maintenance of long-term customer relationships. The relationship delivers value to customers, and profits tocompanies. The relationship is supported (but not driven) by cutting edge IT. Thebusiness strategy is based upon the recruitment, retention and extension of products,services, solutions or experiences to customers. This is the core of CRM. CRM software provides a company-wide business strategy designed to reduce costsand increase profitability by improving customer loyalty. CRM brings togetherinformation from all areas of a company (sales, marketing, and customer service andmanagement departments) to provide a complete view of each customer. This allowscompany representatives to make quick and informed decisions when communicatingwith a prospect or customer.CRM can access information on products purchased, service contracts, defects and muchmore. CRM software provides a standard framework for pushing lead informationthrough a sales pipeline and managing it amongst many stakeholders. This way, you can http://www.gameswala.com/1 48. http://www.gameswala.com/provide better customer relations and grow revenues by creating more sales, whilelosing fewer customers.Customer serviceAccording to Turban et al customer service is a series of activities designed to enhance the levelof customer satisfaction that is, the feeling that a product or service has met the customerexpectation. The needs, wants and preconceived ideas of a customer about a product or service.Customer expectation will be influenced by a customers perception of the product or service andcan be created by previous experience, advertising, hearsay, awareness of 32 competitors andbrand image. The level of customer service is also a factor and a customer might expect toencounter efficiency, helpfulness, reliability, confidence in the staff and a personal interest inhis / her patronage.The main objectives of customer services are: - Learn to identify and analyze customer needs and problems Recognize the most common reasons for customer complaints Discover techniques to cultivate and maintain special customer relationships Assess your communication style and use two way communication skills to level with people,to accept feedback from them, and to discuss problems Identify specific problems in your customer service program and apply treatment.http://www.gameswala.com/ 1 49. http://www.gameswala.com/EMPIRICAL ANALYSISDEMOGRAPHIC ANALYSIS OF DATAGender of the customers The collected primary data has been analyzed with the help of percentage analysis and weighted average method. The gender of the respondents is presented in the table below.Table1: Gender of the customersSI no.Gender Frequency Percent1 Male 274 68%2 Female 126 32%3 Total400 100%http://www.gameswala.com/1 50. http://www.gameswala.com/Interpretation: - It is obvious from above table1 that 68% of the respondents are male and 32%of the respondents are female out of 400 respondents.Table2: company prefer of the customersSI no. Company FrequencyPercent1Reliance27468%2Tata12632%3Total 400100%Interpretation: - It is obvious from above table2 that 68% of the respondents are prefer to thereliance and 32% of the respondents are Tata indicom out of 400 respondents.http://www.gameswala.com/ 1 51. http://www.gameswala.com/Table3: Technology preferTechnology Frequency PercentCDMA 220 55%GSM8521%both 9524%Interpretation: - It is obvious from above table3 that 55% of the prefer the CDMA service,21%of the GSM and 24% both services out of 400 respondents.http://www.gameswala.com/ 1 52. http://www.gameswala.com/ Table4: factor do you prefer while using the telecom serviceReliance frequency TataFrequencyCoverage 40Coverage26Connectivity 60Connectivity35Tariff Plan104 Tariff Plan 40Value added service70Value added service 25http://www.gameswala.com/1 53. http://www.gameswala.com/Table 5:- promoted you to have this serviceReliancefrequencyTata FrequencyFriend80 Friend 35Family64 Family 26Advertisement 110Advertisement50Other 40 Other15http://www.gameswala.com/ 1 54. http://www.gameswala.com/http://www.gameswala.com/ 1 55. http://www.gameswala.com/Overall satisfaction level with service of the customersThe details of the satisfaction level of the respondents are given in the table belowTable 6:- satisfaction level of the customerssatisfaction level with serviceReliance TataVery good74 40Good 60 50Satisfied14036Bad00Very bad 00http://www.gameswala.com/ 1 56. http://www.gameswala.com/http://www.gameswala.com/ 1 57. http://www.gameswala.com/.Table 1 Gender and level of satisfaction towards services rendered by RelianceSl.LEVEL OF SATISFACTION OF THE CUSTOMERS COMPANY TOTALNo.VERYGOODGOODSATISFIED BADVERY BAD1. Reliance 7460 14000274 Tata 405036001262. TOTAL 12413018600400NULL HYPOTHESIS (H0): The services of Reliance is better than of Tata Indicom http://www.gameswala.com/1 58. http://www.gameswala.com/ALTERNATIVE HYPOTHESIS (H1): The services of Reliance is not betterthan of Tata Indicom CHI SQUARE TESTFo Calculation of FeFeFo-Fe(Fo-Fe)2 (Fo-Fe)2/Fe74 124 x 274/400 50.6910.94 119.68 2.3660 130 x 274/400 89.0529.05 843.03 9.47140186 x 274/400127.4112.59 158.51 1.24 00 x 274/400 0 0 0 0 00 x 274/400 0 0 0 040 124 x126/40039.060.94 0.880.0250 130 x 126/400 40.959.0581.902.0036 186 x 126/400 58.59-22.59510.31 8.71 http://www.gameswala.com/1 59. http://www.gameswala.com/Fo Calculation of FeFe Fo-Fe (Fo-Fe)2 (Fo-Fe)2/Fe00 x 126/400 0 0 0000 x 126/400 0 0 00 23.80Fo =Observed ValueFe =Expected ValueCHI SQUARE TESTCalculated value = 23.80Degree of freedom =4Table Value = (at 5% level of significance)Interpretation: - From the above analysis, it is found that the calculated value is more than thetable value, i.e., null hypothesis is Rejected. So there is significant difference between the genderand the level of satisfaction towards the services rendered by Reliance. Both male and femalerespondents are not equally satisfied from the services rendered by Reliance. http://www.gameswala.com/1 60. http://www.gameswala.com/Chapter IIIhttp://www.gameswala.com/ 1 61. http://www.gameswala.com/ FINDINGS1. 100% of the respondents are having telecommunication facility.2. According to the survey, the main elements of buying behavior of TATA Indicom telecommunication service are :100% of the respondents are considering coveragec Rspondents are looking for offerso Mostly people looking for the company brand imageblooking for customer service of the companyo Respondents are noticing sales promotion like advertisement.3.TATA Indicom. 32 % respondents are satisfied with the recharge coupons offered by theTATA Indicom.4.All the people are satisfied the Reliance services like- coverage, offers, brand image,customer service and sales promotion Acording my serve.http://www.gameswala.com/ 1 62. http://www.gameswala.com/5.Most people like the reliance 68% and 32% people like the Tata.6.The coverage of reliance is better than Idea. SUGGESTION This study offers the following suggestions: Following are the few suggestions toReliance and Tata for improving the market share and image of the products concerned.1. Company can decrease call rates to other subscribers for attracting youngsters2. Voucher card can provide all the retail shops on time for customer convenience.3. Better quality batteries may be provided with the set.4. Sales promotion can be more intense, like television ad showing the price, quality, and otherproduct related details.5. Even though the company has some offers or other value added services, it can be wellknown by the sales people. So it is better to provide adequate training to the sales people.6. Provide the tower to all centers for avoiding the network problem.7. To ensure better customer satisfaction & maintain higher level of Customer relationshipmanagement, the billing department has to be more effective & efficient.8. User manuals and the plans pamphlets should be given to the staff for clearing the doubts ofthe customers.9. The cancellation mainly occurs in landline connection. So the company can take care of thefollowing services96http://www.gameswala.com/1 63. http://www.gameswala.com/h Billing activitiesh After sales serviceh On time delivery of the product after complaint has to be recovered.10. Company can appoint more technicians to all TATA retail True Value hubs to recover ontime land line service compliant.11. The employees can call back to customers atleast once in a month for getting the feedbackof the services offered.12. Customers are demanding for affordable price for product and gifts with purchasing.13. Majority of the customers are not satisfied with the recharge coupons offering by thecompany. So the company can increase the talk time to all recharge coupons.14. Customer relationship managers can keep the records of update details regarding thecustomers address change for sending the postpaid billing charges to avoid delay ofpayment.15. All the TATA Indicom retail hubs can have the complaint grievance box for customers.16. Employees can inform customer complaint on time to the head of the department.CONCLUSIONThe conducted study try to examine the market mindset towards one of the major player inthe telecom sector. The selected company for the study is TATA indicom which is having areputation in the market. This study had examined customer evaluation about the teleservices provided by the company. It also investigates the major reasons behindcancellation of services by the customers.The major findings areT The customers are not satisfied with services because of the low quality; high price, poorafter sales services, less network coverage etc.a The main reasons for cancellation of the services were: - coverage problem, customerservice, billing complaint shows the negative impressions to the company.The researcher got an exposure to the real situations of telecom market world andreactions to the customers and enable to understand the customer reactions while they are http://www.gameswala.com/1 64. http://www.gameswala.com/undergoing dissatisfaction of services. To the marketer, the present study is a marketreflection about the services offered. This will give him an insight into the customerproblems, he has to settle at the earliest, which will help him to expand his market andimprove his image.Due to the growing need for mobile phones, its no wonder that service providers are goingall out to capture, as much market space as they can. As the number of mobile phoneusersare estimated to rise to about 120 million by 2008,its not surprising that most of theleading service providers in India have started branding and marketing their services moreaggressively.From the research being conducted we can conclude the connectivity is fine moreemphasis should be given more on advertisements. More user are satisfied with plane249/-in Reliance . Customer care service is excellent. More customer have knowledge ofthe company plan.BIBLIOGRAPHY 1. Buying behavior by Martin Tina; Sam Manaberi [2005]. 2. Bolton, R.N, Kannan, P.K.Bramlett , M.D(2002) , Implications of loyalty programmembership and service experiences for customer retention and value, Journals of theAcademy of Marketing Science. 3. Dr Kothari C R (2008) Research Methodology: Methods and Techniques WishwaPrakashan. 4. Jim Blythe (1999) The Essence of Consumer Behaviour , Prentice Hall PTR. 5. Liu, Vol 4, (2002) Factors affecting the brand decision in the mobile phone industryin asia, Journals of Marketing. 6. Liu, Vol 4, (2002) Factors affecting the brand decision in the mobile phone industry in 7. Martin Tina; Sam Manaberi, Vol 2 [2005] consumer buying behavior, Indian Journals 8. Mr. Roland T.Rust, Valerie A. Zeithaml (2000)22 During customer equity,marketing management written by the Philip kotler (2004) page no. (76-78). http://www.gameswala.com/1 65. http://www.gameswala.com/9.Philip Kotler and Kevin Lane Keller (2005), Marketing Management Twelfth Edition,Prentice Hall, Delhi.10.See Henry Assael, consumer buying behavior and marketing action Boston: Kant(1965) (ch.4) from the book marketing management written by the Philip kotler(2004) page no.(200-202).11.Singh J,(2002), Customer Satisfaction and Loyalty judgement, Journals of Academyod Marketing Management, pp.18-3512.Sharma N, Sharp A, (1999), the impact of communication effectiveness and servicequality on relationship commitment in consumer, professional services, The Journalof Marketing Management13.Singh J,(2002), Customer Satisfaction and Loyalty judgment, Journals of Academyold Marketing Management, pp.18-35.14.Payne Adrian (1998) Marketing Plans For Service Business.15.The NIMBUS Journals of Service Marketing (March 2008) Vol. 6,No.1, pp. 40 50, India. www.google.com www.yahoo.com www.indiadaily.com www.kpmg.de www.indiaonestop.comwww.go.comhttp://www.gameswala.com/1 66. http://www.gameswala.com/Vs. QUESTIONNAIREDear customerWe, the student of NIMBUS ACADMEY OF MANAGEMENT,. DEHRADUN, are conducted astudy on customer satisfaction in reliance infocomm with Tata indicom please fill in thefollowing questionnaire to help us in our survey- http://www.gameswala.com/ 1 67. http://www.gameswala.com/Name:Location:Age: Sex:Q.1.Which service do you use out of these two?(a) Reliance(b) Tata indicomQ.2. Which technology do you prefer? (a) CDMA (b) GSM (c) BothQ.3 Which factor do you prefer while using the telecom service?Reliance Tata indicom(a) Coverage( )Coverage( )(b) Connectivity( )Connectivity( )(c) Tariff Plan ( )Tariff Plan ( )(d) Value added service ( )Value added service ( )Q.4 Who promoted you to have this service?Reliance Tata indicom(a) Friend( )Friend( )(b) Family( )Family( )(c) Advertisement ( )Advertisement ( )(d) Other ( )Other ( )Q.5. Which additional services do you like to have in your phone? RelianceTata indicom(a) Roaming ( )Roaming ( )(b) Conference( )Conference( )(c) Grace period( )Grace period( )http://www.gameswala.com/1 68. http://www.gameswala.com/(d) Full talk time( ) Full talk time( )Q.6. Rate your satisfaction level of your service provider.(a) Very Good( ) (b) Good( )(c) Satisfied ( )(d) Bad( ) (e) Very Bad ( )Q.7Are you aware of promotional scheme of this companys services? (a) Yes( ) (b) No ( )Q.8Did the company advertisement meet the performance? (a) Yes( ) (b) No.( )Q.9Are you satisfied with the pricing polices of this company? (a) Yes( ) (b) No.( )Q.11 Which company provides better services? (a) Reliance ( ) (b) Tata indicom ( )Date. Name.Place. http://www.gameswala.com/1