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COMPETITIVE ANALYSIS OF
NOTE BOOKS
Submitted By-
Navneet Kaur
UNDER THE GUIDANCE OF
Mrs. Vrushali Bhagal
Chetanas Institute of Management & Research
Bandra (East), Mumbai 400 051.
August,2010
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Declaration
This is to declare that the study presented by me to Chetanas Institute of
Management and Research, in part completion of the PGDM under the title
Competitive Analysis of Notebooks had been done under the guidance of
Mrs. Vrushali Bagal.
Signature of the Student
Navneet Kaur
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Certificate
This is to certify that the study presented by Navneet Kaur to the Chetanas
Institute of Management and Research, in part completion of the PGDM under
the title Competitive Analysis ofNotebookshas been done under the guidance
ofMrs. Vrushali Bagal.
The project isin the nature oforiginal work that has not so far been submitted for
any Diploma of Chetanas Institute of Management & Research or any other
University / Institute. References of work and related sources of information
have been given at the end ofeach chapter.
Signature ofthe Guide Signature ofthe Director
Name ofthe Guide Name ofthe Director
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Acknowledgement
There are few things that come in the life of a person, may be short span of
time, but leaves on ever shining impression in ones mind. My summer
training is one of the events that helped me in understanding the practical
insight of the Corporate world.
Survey is an excellent tool for learning and exploration. No class room
routine can substitute which is possible while working in a real situations.
Application of theoretical knowledge to practical situation is the bonanzas
of this survey.
Without a proper combination of inspection and perspiration, its not easy
to achieve anything. There is always sense of gratitude, which we express
to others for the help and the different services they render during the
different phases of life. I too would like to do it as I really wish to express
my gratitude towards all those who helped me directly or indirectly during
the development of the project.
I have been placed in Sony india Pvt. Ltd. at Mumbai.
First of all I wish to express my profound gratitude and sincere thanks to
Mr. Sudhanshu Bhandari (Marketing Head), Sony India Pvt. Ltd. for
permitting me to do the training and allowing me to conduct the survey
at his concern. I am also very grateful to you Sir for sharing valuable
experience and suggestions regarding training and preparation of report.
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I like to thank my mentor Prof .Vrushali Bagal who was always there to
help and guide me. Her perceptive criticism kept me working to make this
project full proof. I am thankful to him for her encouraging and valuable
support. Working under her was extremely knowledgeable and enriching
for me. I am very much thankful to him for all the value addition and
enhancement done to me.
No words can adequately express my overriding debt of gratitude to my
parents whose support help me all the way. I would like to convey special
thanks to my friend Anand and Ankit for providing me help and co-
operation needed.
Date :
Navneet Kaur
Chetanas Institute of Management & Research
Place :Mumbai
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INDEX
SR.NO. TOPIC PAGE
NO.
1 Executive Summary
2 Objective of the study
3 Introduction :
The Indian Mobile Telephony Market
Value-Added Services (VAS) Market
Major Investments
Going Global
3G Services
Manufacturing
Rural Telephony
Policy Initiatives
4 Future prospect Telecom
5 History MTNL
6 MTNL vision
Vision for TomorrowMission Statement
7 MTNL Various Services
8 Road Ahead for telecom industry.
9 A bird eye view on 3G services
3G Wireless (Definition)
What is 3G?
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Introduction into 3G
Distinguish between 2G, 2.5G and 3G
What will 3G mean to users?
3G: what's new? 3G is designed to
deliver
Advantage of 3G
So when will 3G eventually come to
India?
3G adoption in India
10
Overview on competition
11 Structure
12 Research
13 Methodology
Introduction
Determine Survey Objectives
Exploratory Research
Plan Sampling and Data collection
Design of Questionnaire
Actual Survey
Data Refining and Analysis
Recommendation and
Implementation Plan
14 Conclusion
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15 Recommendations
16 ANNXURE 1
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EXECUTIVE SUMMARY
Today the laptop market is filled with brands like Apple, Acer, Dell, HP,
Sony, etc dishing out laptops with array of features catering to the needs of
the students , the business class & professionals. Laptops have to a great
extent wiped out the desk top market.
This report shows a competitive study & analysis of all the major
laptops/notebooks available at the major outlets like Vijay sales, Croma, E-Zone, etc.
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Objective of the Study
The objective of this research project is to study the position of Sony Vaio
Notebooks as compared to its rivals/competitors like HP, DELL, Apple,
etc.
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INTRODUCTION
Desktop History
The Indian telecommunications industry is one of the fastest
growing in the world. The industry has witnessed consistent
growth during the last year on the back of rollout of newer circles
by operators, successful auction of third-generation (3G) and
broadband wireless access (BWA) spectrum, network rollout in
semi-rural areas and increased focus on the value added services
(VAS) market.
According to the Telecom Regulatory Authority of India (TRAI),
the number of telephone subscriber base in the country reached
742.12 million as on October 31, 2010, an increase of 2.61 per cent
from 723.28 million in September 2010. With this the overall tele-
density (telephones per 100 people) has touched 62.51. The
wireless subscriber base has increased to 706.69 million at the end
of October 2010 from 687.71 million in September 2010,
registering a growth of 2.76 per cent.
Meanwhile, Indian Global System of Mobile Communication
(GSM) telecom operators added 17.45 million new subscribers in
November 2010, taking the all-India GSM cellular subscriber base
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to 526.18 million, according to the Cellular Operators Association
of India (COAI). The GSM subscriber base stood at 508.72 million
at the end of October 2010.
Value-Added Services (VAS) Market
Mobile value added services (VAS) include text or SMS, menu-
based services, downloading of music or ring tones, mobile TV,
videos and sophisticated m-commerce applications. As per a
report, India Telecom 2010 released by KPMG in December
2010, currently, the VAS market is worth US$ 2.45 billion-US$
2.67 billion, which is around 10 per cent of the total revenue of the
wireless industry. The share of VAS in wireless revenue is likely
to increase to 12-13 per cent by 2011, on the back of increased
operator focus on VAS due to continuous fall in voice tariffs,
increasing penetration of feature rich handsets, availability of
vernacular content and increased user adoption of VAS
applications.
Major Investments
The booming domestic telecom market has been attracting huge
amounts of investment which is likely to accelerate with the entry
of new players and launch of new services. According to the
Department of Industrial Policy and Promotion (DIPP), the
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telecommunications sector which includes radio paging, mobile
services and basic telephone services attracted foreign direct
investment (FDI) worth US$ 1,062 million during April-October
2010-11. The cumulative flow of FDI in the sector during April
2000 and October 2010 is US$ 9,993 million.
As per an industry report the telecom industry witnessed merger
and acquisition (M&A) deals worth US$ 16.60 billion during
April-December 2010, which represented 28.26 per cent of the
total valuation of the deals across all the sectors during the period
analysed. There were 10 inbound, outbound and domestic M&A
deals in the telecom sector during the first nine months of the
current fiscal. The biggest M&A deal in the sector was made by
telecommunications service provider Bharti Airtel through the
acquisition of Zains African mobile services operations in 15
countries. The deal involved a transaction of US$ 10.7 billion. In
another deal, Bharti Airtel acquired 100 per cent stake of Telecom
Seychelles Ltd for US$ 62 million.
Other major M&A deals included the acquisition of 95 per cent
stake in Infotel Broadband for US$ 1,032.26 million by Reliance
Industries and 26 per cent stake of US-based mobile chipmaker
Qualcomms Indian arm for US$ 57.72 million by Indias Tulip
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Telecom and Global Holding. Further, India-based
GTL Infrastructure Ltd has bought 17,500 telecom towers of
Aircel Ltd. for US$ 1,702.95 million.
Going Global
In March 2010, Bharti Airtel bought the African operations of
Kuwait-based Zain Telecom for US$ 10.7 billion, driving the
Indian player into the league of top ten telecom players globally.
The Reserve Bank of India (RBI) has liberalised the investment
norms for Indian telecom companies by allowing them to invest
in international submarine cable consortia through the automatic
route. In April 2010, RBI issued a notification stating As a
measure of further liberalisation, it has now been decided to
allow Indian companies to participate in a consortium with otherinternational operators to construct and maintain submarine cable
systems on co-ownership basis under the automatic route. The
notification further added, Accordingly, banks may allow
remittances by Indian companies for overseas direct investment.
Tele-medicine
With increase in cell phone users to around 700 million and
introduction of 3G services soon in the country, remote treatment
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and diagnosis of patients through mobile phones would become a
reality in the near future. In fact, a few telecom operators and
value-added service developers are planning to use mobile
phones for diagnostic and treatment support, remote disease
monitoring, health awareness and communication.
The Gujarat health department plans to connect all villages
through its telemedicine network. The state government has so
far expanded the reach of telemedicine services from 53 villages
in 2008 to 453, and hopes to cross 500 villages soon. Jay Narayan
Vyas, state health minister, said First thing we plan to do is to
start the 104 service over the phone. People can call up and talk to
paramedics in call centers who can suggest the primary action to
be taken in case of any health emergency. Also, they would be
able to suggest generic and over the counter drugs.
3G Services
The Department of Telecom has taken the pioneering decision of
launching of 3G services by BSNL and MTNL and initiation of
process for auction of spectrum for 3G services to private
operators. Allocation of spectrum for 3G and BWA services was
done through a controlled simultaneous, ascending e-auction
process.
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All the 71 blocks that were put up for auction across the 22 service
areas in the country were sold, leaving no unsold lots. Auction for
3G spectrum ended on May 19, 2010 after 183 rounds of intense
bidding over a span of 34 days. The Government is expected to
morph revenue worth US$ 14.6 billion. All the available slots
across 22 circles have been sold to seven different operators.
A pan-India bid for third generation spectrum stood at US$ 3.6
billion. The Anil Ambani-led Reliance Communication bagged
the highest number of 13 circles at a cost of US$ 1.9 billion,
followed by Bharti Airtel in 12, Idea in 11 and Vodafone and the
Tatas in nine circles each, according to the Department of
Telecommunications. MTNL and BSNL will have to pay US$ 1.42
billion and US$ 2.2 billion respectively.
3G spectra have already been allotted to successful bidders for
commercial use on September 1, 2010 as per the timelines
indicated in the Notice Inviting Application (NIA) and in the
Letter of Intent issued after the bid amounts were deposited. The
3G spectrum has been allotted to AirTel, Aircel, Vodafone, S Tel,
Reliance, Idea Cellular and Tata Cellular Services who won the
bids through the electronic auction spread over a period of 34
days in respect of 3G and 16 days in respect of BWA. The
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BWA spectra have also been assigned to the successful bidders
which are Aircel, Augere, Tikona, Qualcomm, Infotel and Bharti.
3G & BWA spectrum would enable users to have value added
services like video streaming, mobile internet access, higher &
faster data downloads.
Manufacturing
The Indian telecom industry manufactures a vast range of
telecom equipment using state-of-the-art technology.
As per a press release by the Ministry of Communications &
Information Technology, the production of telecom equipments
in value terms is expected to increase from US$ 10.87 billion
during 2008-09 to US$ 11.87 billion in 2010-2011. Favourable
factors such as policy moves taken by the Government, incentivesoffered, large talent pool in R&D and low labour cost can provide
an impetus to the industry. Exports increased from US$ 89.24
million in 2002-03 to US$ 3 billion in 2009-10 accounting for 26 per
cent of the total equipment produced in the country and it is
expected to increase to US$ 3.33 billion in 2010-11.
Meanwhile, telecom regulator TRAI has released a consultation
paper on Encouraging Telecom Equipment Manufacturing in
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India seeking views of stakeholders for promoting research and
development (R&D) and manufacturing of telecom equipment in
the country. The consultation paper issued on December 28, 2010
aims at discussing, debating and finalising measures for
promotion of R&D and creation of intellectual property as well as
manufacture of telecom equipment and electronic components in
India.
Further, the Indian mobile handsets market continued to grow in
the third quarter 2010 as well to record a quarter-on-quarter
growth of 3.6 per cent to touch 40.08 million units in the quarter,
according to market intelligence firm IDCs India Quarterly
Mobile Handsets Tracker. The year 2010 is expected to end with
total mobile handset sales of 155.9 million units.
The study further showed that the Finnish handset maker Nokia
had the largest share of 31.5 per cent in terms of units shipped
during the third quarter of 2010. Nokia was followed by the
Chinese brand GFive in terms of unit shipments market share
and Korean handset manufacturer Samsung occupied the third
slot.
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According to a report by technology researcher Gartner Inc, India
ranks fourth in manufacturing telecom equipment in the Asia-
Pacific (Apac) region. The country has a 5.7 per cent share of the
regions total telecom equipment production revenue of US$ 180
billion in 2009.
We expect India to move up to the third spot (after China and
South Korea) with a share of 8.5 per cent of the total (estimated)
Apac telecom equipment production revenue of US$ 277 billion
by 2014, Gartner said. The firm estimates Indias telecom
equipment production revenue to grow at a CAGR of 17.1 per
cent to reach US$ 22.6 billion in fiscal 2014. India will be the
fastest growing telecom equipment production market in the
Apac region over the next five years, it predicts.
Rural Telephony
The rural Telephone connections have gone up from 3.6 million in
1999 to 12.3 million in March 2004 and further to 200.77 million in
March 2010. Their share in the total telephones has constantly
increased from around 14 per cent in 2005 to 32.75 per cent at the
end of October 2010. The rural subscribers have grown to 243.04
million at the end of October 2010. The wireless connections have
contributed substantially to total rural telephone connections; it
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stands at 233.95 million in October 2010. During 2010-11, the
growth rate of rural telephones was 21.05 per cent as against 18.69
per cent of urban telephones.
The private sector has contributed to the growth of rural
telephones as it provided about 84.27 per cent of rural telephones
during October 2010.
The government plans to connect all revenue villages in India
either through landline, mobile or WLL by February 2011. We
have already connected about 96 per cent of the revenue villages.
The remaining 25,000 villages will have connectivity by February
2011, stated Mr Sachin Pilot, Minister of State for
Communications and IT.
Further, the Government, under Bharat Nirman II Programme,
has envisaged providing broadband coverage to all 250,000 Gram
Panchayats by 2012.
Policy Initiatives
The government plans to formulate a comprehensive National
Telecom Policy 2011 including the recognition of Telecom as
infrastructure and as an essential service, encouraging GreenTelecom, steps to accelerate migration from IPv4 to IPv6 at the
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earliest, release of IPv6 standards by Telecom Engineering Centre
for implementation in the country, etc., as per a press release by
the Ministry of Communications & Information Technology.
Further, the government plans to take concrete steps towards
finalisation of National Broadband Plan including strategy for
implementation and initiation of steps for roll out of optical fibre.
The government has taken many proactive initiatives to facilitate
the rapid growth of the Indian telecom industry.
y In the area of telecom equipment manufacturing and provision of
IT-enabled services, 100 per cent FDI is permitted
y No cap on the number of access providers in any service area. In
2008, 122 new Unified Access Service (UAS) licences were granted
to 17 companies in 22 services areas of the country
y Revised subscriber based criteria for allocation of Global System
of Mobile Communication (GSM) and Code Division Multiple
Access (CDMA) spectra were issued in January 2008
y To provide infrastructure support for mobile services a scheme
has been launched to provide support for setting up and
managing 7,436 infrastructure sites spread over 500 districts in 27
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states. As on December 31, 2009, about 6,956 towers had been set
up under the scheme
According to the Consolidated Foreign Direct Investment (FDI)
Policy document, the FDI limit in telecom services is 74 per cent
subject to the following conditions:
y This is applicable in case of Basic, Cellular, Unified Access
Services, National/ International Long Distance, V-Sat, Public
Mobile Radio Trunked Services (PMRTS), Global Mobile Personal
Communications Services (GMPCS) and other value added
Services
y Both direct and indirect foreign investment in the licensee
company shall be counted for the purpose of FDI ceiling. Foreign
Investment shall include investment by Foreign Institutional
Investors (FIIs), Non-resident Indians (NRIs), Foreign Currency
Convertible Bonds (FCCBs), American Depository Receipts
(ADRs), Global Depository Receipts (GDRs) and convertible
preference shares held by foreign entity. In any case, the Indian
shareholding will not be less than 26 per cent
y FDI up to 49 per cent is on the automatic route and beyond that
on the government route. FDI in the licensee company/Indianpromoters/investment companies including their holding
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companies shall require approval of the Foreign Investment
Promotion Board (FIPB) if it has a bearing on the overall ceiling of
74 per cent. While approving the investment proposals, FIPB shall
take note that investment is not coming from countries of concern
and/or unfriendly entities
y The investment approval by FIPB shall envisage the
conditionality that the Company would adhere to licence
Agreement
y FDI shall be subject to laws of India and not the laws of the
foreign country/countries
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Future prospect Telecom
Indian mobile (wireless telecom) subscriber base
to cross 1 billion by March 2012.
Indian wireless telecom market is witnessing unprecedentedgrowth mainly driven by cheaper call rates, availability of low
cost affordable mobile handsets and increasing purchasing
power of Indian consumer led by robust economic growth.
Since, December 2009, Indias mobile market is adding on an
average 19 million new customers every month. The trend is
likely to continue in coming years as well mainly due to
expansion of mobile telephony in rural market and rising trend of
having more than one mobile connection among urban
subscribers.
Moreover, presence of 14 players in highly competitive telecom
market is fuelling volume growth as each player is desperately
trying to expand its market presence in order to achieve
sustainable scale.
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Expansion of recently launched 3G services would also help the
market to grow. However, majority of 3G additions are expected
to come as upgrade of 2G connection with concentration in urban
areas.
Continuing recent trend, rural markets would continue to
outperform urban areas in coming years. Under penetration of
rural markets, improving quality of life in rural areas and risingawareness of rural customer coupled with initiatives from the
Indian government to increase penetration of communication
services in rural areas are key drivers for the market.
As a result, Indias wireless subscriber base would cross 1 billion
by March 2012 from 771 million in January 2011. This would
translate into 83% of overall wireless tele-density.
Out of 1 billion mobile subscribers, urban market would
constitute approximately 630 million customers with 175%
wireless tele-density while rural market would expand to about
370 million subscribers with 45% wireless tele-density.
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development needs of India's key metros . Delhi, the political
capital and Mumbai, the business capital of India. and also the
telecommunications board of the Department of
Telecommunication. The DOT (Department of Telecom) services
transferred all its assets in these two circles to MTNL.
MTNL incorporated as a Public Limited Company under the
Companies Act, 1956.
The MTNL has been set up to take over the management, control
and operation of Delhi Telephone District (Excluding public
telegraph service) and Mumbai Telephone District of the
Department of Telecommunications and to plan, establish,
develop, provide, operate and maintain all types of
telecommunication services including Telephone, telex, wireless,
data communication, telemetric and other like forms of
communication. MTNL has been licensed to operate cellular
services in National Capital Region (NCR) of Delhi (including its
four satellite towns of Ghaziabad, NOIDA, Faridabad &
Gurgaon) and Mumbai (including Navi Mumbai & Thane).
MTNL Mumbai currently provides an almost complete spectrumof telecom services like Basic telephones, Mobile Cellular services
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ISDN lines, leased lines etc. There are 124 telephone exchanges in
Mumbai serving 957 sq Km of the city, with an installed capacity
of over 2 million lines. There are also 41,491 public call offices in
Mumbai.
MTNL being a service organization is reaching out to its
customers with a customer-focused strategy for better
information about customer profiles. MTNL has recognized that
IT is the key to future business success.
In the past 23 years, the company has taken rapid strides to
emerge as India's leading and one of Asia's largest telecom
operating companies. Besides having a strong financial base,
MTNL has achieved a base subscriber of 8.06 million as on 31st
March 2009.The company has also been in the forefront of
technology induction by converting 100% of its telephone
exchange network into the state-of-the-art digital mode. MTNL
has became 100% electronic.
The Govt. of India currently holds 56.25% stake in the company.
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MTNL shares are traded in all of the stock exchanges in the
country.
MTNL got listed at New York Stock Exchange on 06/11/2001,
One more connection that brings more transparency in its
operation.
In 2002-2003 TRAI adjudged MTNL as "Best Telecom Service
Provider" and 2003-2004 MTNL becomes No 1 Internet service
provider in Delhi and Mumbai.
June 2009 MTNL is the first telecom company in Mumbai and
Delhi to introduce the 3G Mobile Internet Service in the market
which will offer speeds up to 3.6Mbps and 7.2 MBPS, the data
upload speeds will be up to 384 Kbps. The deployment of the 3G
Mobile Internet Service by MTNL supports the operators
leadership in the competitive market of Mumbai.
MTNL VISION
Vision for Tomorrow
y Become a total solution provider company and to provide
world class telecom service at affordable price.
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y Become a global telecom company and to find a place in the
Fortune 500 companies.
y Enter into and expand new services viz. Long distances,
Cellular mobile, Internet and IN services and
development of telecom software.
y Become the largest provider of private networks and leased
lines.Venture into other areas in India and abroad on the strength of
our core competency.
Mission Statement
To remain market leader in providing world class Telecom and IT
related services and to become a global player.
The Main objectives and aims of Mahanagar Telephone Nigam
Limited (MTNL).
(1) To upgrade the quality of telecom services
(2) To expand telecom
(3) To raise necessary financial resources
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(4) To provide new telecommunication services, particularly
needed by the business community and public administration
such as Cellular Mobile Radio Telephone, Radio Paging,
Facsimile Videotex, Teletex, Electronic Mail etc.
(5) To invest in Human Resource Development
(6) To organize and dovetail the training programs.
(7)To fund R&D projects which will help MTNL in introducing
technology, understanding customer needs, trying out and
indigenizing new technologies.
(8) To diversify in other areas for providing telecom services at
national and international levels.
(9) To provide latest technology and services to the customers.
MTNL Various Services
1. Internet Services
y Internet for all
y Global Roaming
y Virtual Private network
y Premium Internet Service
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y E-commerce enabling services, by setting up of Payment
Gateway & Certification Gateway Unified Messaging
2. Broadband Internet Access services
y ADSL
y Cable TV, through strategic alliance
3. Mobile Internet services
y Internet Services via Mobile phone with up to 9.6 Kbps
bandwidth
y E-commerce
y Global Roaming
y High speed Mobile Internet services
4. IP based Voice services.
5. IP Services in PSTN
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y CaG G
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Telemedicine
y Bandwidthondemandy VideoonDemand
As the environment changes towards the increasing and
unrestricted competitiveness, MTNL is gearedupwith the
new challenges ahead and entered as the third mobile
service provider in the name MTNL Launched its
M
ervice under the BrandName in Mumbai using
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GSM 900
1800 MHz band technologyon 27thFebruary,
2001 and
repaid Service under the BrandName of
has been launched simultaneously in Mumbai
Delhi on
14
01
2002.
MTNL's
services are very popular among
Mumbaikars and there has been an ever growing demand forthese services. MTNLgrowthinGSM has been significant during
recent past and theypoised for big jumpin this segment. MTNL
have startedunique loyalty scheme for MTNL customers where
they are offering free Trump Mobile connection to all e isting
MTNL customers. They are currently focusingonprovidingmore
andmore value added service toour mobile customers. MTNL
has re-brandedGPRS/EDGE services as
MTNL MobileInternet
service where users can send/receive emails and browse the
internet alongwith a host of other features.
e e
is all set t la - e e t a
a ts t
i e a
ea
a t
,j
t k k
e
i
- all e 3G
se ices lim
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e calls, l sic
l a
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j
introduce the 3Gj
n
ileo
te
etService in the market.
The MTNL 3G
(High SpeedDown linkPacket Access)
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card will support data download speeds which will offer a
speeds up to 3.6MBPS and 7.2 MBPS, the data upload speeds
will be up to 384
bps. MTNL has the Data services for
residential and enterprise customers of its and
GSM Mobile service in Mumbai andDelhi.
Mahanagar Telephone Nigam Ltd wants to use its upgraded
network to offer data services first to its subscribers. It is a up
gradation of the MTNL e isting network from2G to 2.5G to
2.75G andnow finallywith3G. MTNLis assistedby Motorola in
the networkupgrade.
MTNLwoulduse 3G spectrum tooffer enrichedvoice calls and
voice based services since val e a
e
se vices (VAS) provision
would make them incur huge e
penses. Currently, VAS
contributes 9 on an average to telecomoperators
revenues.
z
e{
|
}i~
st z
as ec
e
eve~ e
s 6,000 c e, a~
i~ c ease
31.12% i~
2008-09
s 4,576 c e i~
2007-
08.
wants its customers toget a feelof 3G's capabilities.There
is a commercial tariff plan announced, and the registrationhasstarted after the commerciallaunchin June 09
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MTNL 3G HSDPA service comes at Rs.149 per month with Free
Data Usage of 60 MB.The new Prepaid or Postpaid customers
have to buy a new HSDPA Trump/Dolphin SIM starter kit. The
MRP of this SIM kit is Rs.300. The normal SIM kit life cycle as
applicable to Trump customers will be applicable to HSDPA
Prepaid SIM kit also. MTNL is also providing the HSDPA Data
card in two variant one 3.2 MBPS HSDPA data card at Rs. 1799/-
with 2 GB Free data download and SIM kit on promotional basis
for a limited period to customers. The customer can buy 3G
HSDPA cards from MTNL CSC at BKC Tel Exch Bldg in Bandra
KurlaComplex.
Presently MTNL 3G HSDPA network of Mumbai is available in
Cuffeparade, Fountain, Cooperage, City , Mazagaon, Mandvi,
Worli and Dadar areas. 3G Network is also available from
Prabhadevi to Mulund on Eastern Express Highway and
Prabhadevi to Airport on Western Express Highway of
Mumbai.The network is being upgraded every day by addition of
new towers and will cover entire Mumbai in a phased manner.
The details of upgradtion of network will be conveyed regularlyby SMS to customers.
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A bird eye view on 3G services
3G Wireless (Definition)
3G stands for the third generation of wireless communication
technology. It refers to pending improvements in wireless data
and voice communications through any of a variety of proposed
standards. The immediate goal is to raise transmission speeds
from 9.5K to 2M bit/sec.
What is 3G?
A radio communications technology that will create a "bit pipe"
for providing mobile access to internet-based services. It will
enhance and extend mobility in many areas of our lives.
In the near future, mobility won't be an add-on: it will become a
fundamental aspect of many services. We'll expect high-speed
access to the internet, entertainment, information and electronic
commerce (e-commerce) services wherever we are - not just at our
desktop computers, home PCs or television sets.
3G services will add an invaluable mobile dimension to services
that are already becoming an integral part of modern business
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life: Internet and Intranet access, video-conferencing, and
interactive application sharing
Introduction into 3G
Mobile telephony allowed us to talk on the move. The internet
turned raw data into helpful services that people found easy to
use. Now, these two technologies are converging to create third
generation mobile services.
In simple terms, third generation (3G) services combine high
speed mobile access with Internet Protocol (IP)-based services.
But this doesnt just mean fast mobile connection to the world
wide web. Rather, whole new ways to communicate, access
information, conduct business, learn and be entertained -
liberated from slow, cumbersome equipment and immovable
points of access.
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Distinguish between 2G, 2.5G and 3G
Features 2 G 2.5 G 3 GPhone calls/fax
Global roaming
Send/receive largeemail messages
Speed 10 kb/sec 64-144 kb/sec 144KB-2MB/sec
- High-speed Web
Navigation/maps
Videoconferencing
TV streaming
Electronic agenda
meeting reminder
Voice mail
Time to download 3mins mp3 song
31-40 mins 6-9 mins 11sec-1.5 min
What will 3G mean to users?
With access to any service anywhere, anytime, from one terminal,
the old boundaries between communication, information, media
and entertainment will disappear. Services will truly converge.
"Mobility" will be offered with many services that we currently
regard as "fixed" indeed, Mobile operators believes that mobility
will become the norm for many communication services. Well be
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able to make video calls to the office and surf the internet, or play
interactive games with friends at home - wherever we may be.
But 3G is not just about applications that require high speed data
rates. Its about convienience and speed of access.
3G: what's new? 3G is designed to deliver:
A wide range of market-focused applications
Long-term market-driven creativity, an innovative value chain
and real user benefits, driving genuine market demand
Advanced, lightweight, easy-to-use terminals with intuitive
interfaces Instant, real-time multimedia communications
Global mobility and roaming
A wide range of vendors and operators, offering choice,
competition and affordability
High-speed e-mail and Internet access
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Advantage of 3G
3G mobile service supports high data rate hence it makes feasible
following services since:
Video calling- Customers can watch and talk simultaneously
using the 3G mobile services of MTNL as if they are making face
to face conversation.
Internet connectivity - For smartphones and laptop. The
customer can have the HSDPA data card with MTNL 3G USIM
and can enjoy the broadband like speed in 3G coverage area.
.
Remote Video Monitoring - The customer can monitor their
office place or production site while sitting at other place using
this services simply using your mobile set. Elders in the family or
Children at home can also be taken care by using this service.
Multimedia services - such as sharing of digital photos and
movies via wireless means
Videos and music downloads
Real-time multiplayer gaming
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Enhanced emergency and location-based services
Low-latency push-to-talk and push-to-video message services
Mobile email
"Very few people are now using personalized radio services on
3G as they are not aware of it. With personalization of radio, the
mobile phone can become 'poor man's I-pod',"
The user can use the mobile device for a wide variety of value
added services such as credit cards, access control, medical
services, data terminal, voice terminal, work tool, photo cameras,
membership cards, financial management, travel tickets, funds
transfer and location-based services such as tracking family,
children and vehicles.
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3G Jadoo TARIFFS IN
Prepaid Tariffs
3G Video Call Plans
SIM KIT
SIM 10 with FRC 91
SIM 10 with FRC 145
SIM 10 with FRC 301
SIM 10 with FRC 53
SIM 10 with FRC 62 SIM 75
MTNL (Mumbai &
Delhi) 1p/ 2 sec 20p/min 90p/min
Other Local 1p/sec 50p/min 90p/min
STD 1p/sec 75 p/minRs
1.30/min
ISD Rs 30/ min
3G Data Plans
3G Data Packs 3G 993G
250
3G
450
3G
7503G 1650 3G 2500 3G 4500
MRP Rs 99Rs
250
Rs
450
Rs
750Rs 1650 Rs 2500 Rs 4500
Free Data130MB
500MB
1 GB 2 GB Unlimited Unlimited Unlimited
Free Talk Value Rs 12 Rs 14 Rs 16 Rs 18 96p Rs 20 98p
Free Video calls to
Local MTNLNil
25
min
50
min
75
min Nil 150 min Nil
Validity30
days
30
days
30
days
30
days30 days 60 days 180 days
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3G Prepaid Combo Pack
MRP Rs 298
Talktime Rs 250
Free SMS 250 (Local & National)
Free Data 125 MB
Validity for Free SMS & Data 30 days
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Postpaid Tariffs
3G Video Call Plans
Local/STD/ISD voicecallsand SMS As per the existing Dolphin tariff plan
Video Call Rates
Local Videocalls
To MTNL Network Rs 0.60/min
To other local Rs 0.90/min
STD Videocalls Rs 0.90/min
ISD Video Calls Rs 30/min
Data Charges (localandroaming) 1p/10 KB
3G Data Plans
3G Data Plans3G 3G 993G250
3G 450 3G 750 3G 1650 3G 2500 3G 4500
Fixedmonthlycharges(Rs.) 99 250 450 750 1650 2500 4500
Free Data Usage130MB
500 MB 1 GB 2 GB Unlimited Unlimited Unlimited
FreeLocal Video Calls (OwnN/W)
Nil 50 min.100min.
150min.
Nil 300 min. Nil
Validity30days
30 days 30 days 30 days 30 days 60 days 180 days
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Ove vie etiti
i tel 3G
Bharti Airtel Limited is a leading global telecommunications
companywithoperations in 19 countries across Asia andAfrica.
The companyoffers mobile voice
data services, fixedline, high
speed broadband, IPTV, DTH, turnkey telecom solutions for
enterprises and national
international longdistance services to
carriers. Bharti airtelhas been ranked
among the six best performing
technology companies in the worldby
Business
eek. Bharti airtel had over
211 million customers across its
operations at the endof January 2011
n May 18, 2010, 3G spectrum auctionwas completed andAirtel
will have to pay the Indian government 12,295 crore (
S$2.74
billion) for spectrum in 13 circles, the most amount spent by an
operator in this auction.
n 20 September 2010, BhartiAirtel saidthat it has given contracts toEricsson India,Nokia Siemens
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Networks (NSN) and Huawei Technologies to set up
infrastructure for providing 3G services in the country. These
vendors will plan, design, deploy and maintain 3G-HSPA (third
generation, high speed packet access) networks in 13 telecom
circles where the company has won 3G licenses. While Bharti
Airtel has awarded network contracts for seven 3G circles to
Ericsson India, NSN would manage networks in three circles.
Chinese telecom equipment vendor Huawei Technologies has
been introduced as the third partner for three circles.
On January 24, 2011, Airtel launched 3G services
in Bangalore, Karnataka - its largest circle by revenue. With this
launch, Airtel became the third private operator (fifth overall) to
launch its 3G services in the country following Reliance
Communications and Tata Docomo. On January 27, 2011, Airtel
launched 3G in Chennai and Coimbatore.
Airtel plans to cover 1,500 cities across 13 circles by the end of
March 2012. The company, which has 3G licenses for 13 circles, is
also in talks with other service providers to roll out the services in
the remaining 10 circles as part of its roaming offerings.
Airtel had about 3 million 3G subscribers as of May 2011.
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List of Airtel 3G Enabled cities/towns
Gujarat(On Idea 3G Network): Ahmedabad, Alang, Amreli,
Anand, Anjar, Ankleshwar, Bharuch, Bhavnagar, Botad, Chikli,
Dabhoi, Dahej, Dahod, Daman, Deesa, Dhoraji, Diu, Dwarka,
Gandhidham, Gandhinagar, Godhra, Jamnagar, Jolva,
Junagadh, Kadodara, Khambhalia, Limbdi, Mansa, Mehsana,
Mithapur, Okha, Morbi, Nadiad, Navsari, Palanpur, Patan,
Porbandar, Rajkot, Rajula, Sanand, Silvassa, Surat, Una, Upleta,
Vadodara, Valsad, Vapi, Veraval, Vijapur, Viramgam
Himachal Pradesh: Shillong & Guwahati
North East: Shimla
Karnataka: Belgaum, Bengaluru, Bijapur, Davangere, Dharwad,
Gulbarga, Hubli, Manipal, Mangalore, Mysore, Shimoga, Tumkur
& Udipi
Rajasthan: Ajmer, Jaipur, Kota, Udaipur, Jodhpur
Tamil Nadu: Chennai, Coimbatore, Erode, Hosur, Madurai,
Salem, Ooty, Tanjore, Trichy, Tiruppur, Tuticorin, Vellore
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Rs.750 Rs.750 2
30 days
Fle
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Roaming
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Vodafone
Vodafone Essar, formerly Hutchison Essar, is a cellular
operator in India that covers 23 telecom circles in India. It is based
in Mumbai.[1] On July 2011,Vodafone Group agreed terms for the
buy-out of its partner Essar from its Indian mobile phone
business. The UK firm paid $5.46 billion
to its Indian counterpart to take Essar
out of its 33% stake in the Indian
subsidiary. It will leave Vodafone
owning 74% of the Indian business,
while the other 26% will be owned by
Indian investors, in compliance withIndian law.[2] It is the second
largest mobile phone operator in terms of revenue behind Bharti
Airtel, and third largest in terms of customers.[3]Vodafone had
about 134.5 million customers as of February 2011.
Vodafone 3G have can now be spotted in most of the areas of
Mumbai as it is expected to launch its 3G services in couple of
months. Presently MTNL and Reliance are the only operators
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offering 3G services in this circle. Airtel is the fourth operator
which has won spectrum for Mumbai circle which will have total
of four 3G operators. Vodafone has won 3G spectrum for 9 circles
across India compares to 13 circles won by Aircel , Reliance and
Airtel and it is expected to introduce its 3G services in the first
quarter of 2011. Tata Docomo, Reliance and Airtel have already
started their roll out of their 3G services in different circles of the
country.
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List Of Vodafone 3G enabled States
Mumbai
Delhi & NCR
Kolkata
Gujarat
Chennai
Maharashtra and Goa (except Mumbai)
Tamil Nadu (except Chennai
UP(E)
West Bengal (except Kolkata)
Haryana
Andhra Pradesh
West Bengal (except Kolkata)Haryana
Kerala
Andhra Pradesh
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Vodafone 3G Tariffs
Mobile Internet Plans
Recharge
Amount
Free Usage(MB) Validity
(Days)
102 100 30
376 500 30
850 3 GB 30
1250 5 GB 30
500 500 MB + 500 (Local + STD) Mins + 500
SMS
30
997 1000 MB + 1000 (Local + STD) Mins +
1000 SMS
30
Mobile Broadband Plans
RechargeAmount
Free Usage (MB) Validity(Days)
650 1 GB 30
855 3 GB 30
1255 5 GB 30
3255 6 GB 180
4250 18 GB 180
6250 30 GB 180
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elia ce
icati s i ite (commonly called
OM) is
a major Indian telecommunication company headquartered
inNavi Mumbai, India. It is the 16th largest operator in the
worldwithmore than 128 million subscribers. RCOM, founded
byDhirubhaiHAmbani (19322002), is the flagship companyof
the Reliance AnilDhirubhaiAmbaniGroup. The Reliance Anil
DhirubhaiAmbaniGroup currentlyhas anet worthin excess of
64,000 crore (
S$13.6 billion), cash flows of 13,000 crore ($2.8
billion), and a net profit of 8,400 crore ($1.8 billion).
The EquityShares of RCOM are listed onBombay Stock
Exchange Limited andNational Stock Exchange Limited.
The Global Depository Receipts and Foreign Currency
Convertible Bonds are listed onLuxembourg Stock
Exchange andSingapore StockExchange respectively.
On 19 May 2010, the 3G spectrum auctionin India ended.
Reliance Communications paid 5864.29 crores for spectrumin
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13 circles. On 5 November 2010, RCom became the second private
sector telecom company (fourth overall) to launch 3G services in
India, with a 4 city launch. On 11 June 2010, the broadband
wireless access (BWA) spectrum auction in India ended.
However, RCom said that it exited the broadband wireless access
(BWA) auction a week before, after auction prices significantly
exceeded its business case estimates. They are planning to focus
on broadband wireless through 3G-ready pan India CDMA.
RCOM has 3G spectrum for 13 circles. RCOM also said that they
prefer LTE standard offering a single evolution path for
both, CDMA & GSM networks, and that the WiMAX ecosystem
has weakened after WiMAX operators
like Clearwire and Yotamoved to LTE.
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List of 3G enabled Cities/Towns of Reliance 3G
Assam :- Guwahati, Jorhat
Bihar and Jharkhand :- Arrah, Begusarai, Bhagalpur, Biharsharif,
Bokaro, Chapra, Dhanbad, Gaya, Hajipur, Hazaribag,
Jamshedpur, Jharia, Katihar, Muzzarpur, Ranchi, Patna
Delhi, Kolkatta & Mumbai
Himachal Pradesh :- Baddi,
Dalhousie, Dharamshala,
Hamirpur, Kangra, Kullu, Mandi,
Nalagarh, Palanpur, Poanta Sahib,
Shimla, Solan, Una
Jammu & Kashmir :-Anantnag,
Jammu, Srinagar, Udhampur
Madhya Pradesh & Chattisgarh :- Betul, Bhopal, Bilsapur, Bina,
Chhatarpur, Chhindwara, Dewas, Durg, Etawa. Guna, Gwalior,
Hoshangabad, Indore, Itarsi, Jabalpur, Katni, Khandwa, Korba,
Mhow, Morena, Raghogarh, Raigarh, Raipur, Rajnand Gaon,
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Ratlam, Rewa, Sagar, Satna, Sehore, Shahbol, Shivpuri, Singroli,
Ujjain, Vidisha
North East :- Shillong
Orrisa :- Angul, Baleshwar, Baripada, Berhampur, Bhadrak,
Bhubhneshwar, Cuttack, Dhenkanal, Jajpur Road, Jeypore,
Jharsuguda, Puri, Rourkella, Sambalpur, Talcher
Punjab :- Abohar, Amritsar, Barnala, Bhatinda, Chandigarh,
Ferozepur, Gobindgarh, Gurdaspur, Hoshiarpur, Jagraond,
Jallandhar, Kapurthala, Khanna, Ludhiana, Mogha, Nabha,
NawanShahar, Pathankot, Patiala, Phagwara, Rajpura, Ropad,
Sangrur, Sirhind
Rajasthan :- Ajmer, Alwar, Bhilwara, Bhiwadi, Bikaner, Jaipur,
Jodhpur, Kota, Pali, Pilani, Sriganga Nagar, Udaipur
West Bengal :-Asansol, Bankura, Barakar, Behrampore,
Burdwan, Dargapur, English Bazar, Haldia, Jangipur, Kharagpur,
Krishnangar, Nabadwip, Ranaghat, RaniGanj, Silliguri
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Reliance 3G tariffs
Reliance 3G Basic Monthly Data Plans (Post paid Prepaid)
MRP Free Data Usage (Home & Roam)
Rs. 100 100 MB
Rs. 399 500 MB
Rs. 649 1 GB
Rs. 899 3 GB
Rs. 1499 10 GB
Rs. 2100 21 GB
Default Data Charges or Pay As
you Go
10p/10 KB up to first 50 Mb and after that
1p/10 KB
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Price War
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Project Proposal
1.Name Vikas Shere (Div A Roll No 52)
2.Contact no -9867571383
3.Company Name MTNL
4.Date of Joining-- 02/ 05 / 2011
5.Name of our superior in the company Mr. K.P. Ravindra
6.Title of the Project Research on existing 3G market and
Penetration of MTNL 3G JADOO
7.Objective
a.To Understand The 3G offerings of MTNL.
b.Find out the Market Penetration of MTNL 3G Services.
c. Measurement Of Awareness Level of MTNL 3G Offerings.
d. Competitive Analysis of entire 3G Market.
e.To examine the perception level of people towards different
brand in Wireless Internet Services .
f. Brand tracking and Brand Awarness for MTNL in regard to
the competition in the Market.
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Structure
Step 1
Worked on the objective and the approach for the project. Also
researched about the other brands of the 3G market, their pricing
and promotions strategy.
Step 2
After taking a birds eye view about the 3G market our next step
was to decide on the structure of the survey to be taken. The main
mission of our survey was to understand the market penetration
of 3G services and the reason for their low usage.We as a team
went through some books to understand in brief the steps to be
taken to conduct the market research which helped us to
understand the topic more appropriately.
(Bibliography)
y Business Research Methods by William G. Zikmund (Indian
Edition)
y Research Methodology (Methods and technique) by
C.R.Kothari (Second Edition)y Research Methodology By Micheal Vaz (Mcom Part 2)
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Step 4
Prepared a Questionnaire for the survey and conducted a
dry run or pilot survey with various questionnaires that were
prepared by our team members. The first step of Pilot study was
done with the help of friends and relatives which helped us to
understand which aspects of the research should be concentrated
more which ultimately gave us a fair view about our final
questionnaire.
Step 5
We sent the results of the pilot study and the format of our
final questionnaire to our Managers (Ravindra Sir ) for approval.
They suggested some changes which were taken into
consideration and the final questionnaire was made.
We all got divided into different teams to conduct Survey of
the customers who are MTNL users and of Random Customers
who uses other service Providers service.
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After field work of conducting survey all members of our team
had brain storming and figured out all the strategies to be used
for data analysis and presentation.
METHODOLOGY
IntroductionCustomer satisfaction measurement is a systematic process for
collecting customer data (e.g. surveys, audits, etc.), analyzing
these data to make it into actionable information, driving the
results throughout an organization, and implementing
satisfaction improvement plan. Thus, customer satisfaction
measurement (CSM) is a management information system that
continuously captures the voice of the customer through the
assessment of performance from the customers point of view
Such measurement could be made by using any of the following
methods:
Surveys
Formal and informal feedback from customers
Use of customer account data Complaints
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Customer satisfaction measurementwill enable you to
Understand how customers perceive your organization and
whether your performance meets their expectation.
Identify PFIs (priorities for improvement) areas where
improvement in performance will produce the greatest gain
in customer satisfaction
Set goals for service improvement and monitor progress
against a customer satisfaction index
Benchmark your performance against other organization
Increase profits through improved customer loyalty and
goodwill
The organizations process for requesting, measuring and
monitoring feedback of customer satisfaction and dissatisfaction
should provide information on continual basis. It should address
conformance to requirements, meeting needs and expectations of
customers, as well as price and delivery of product.
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The methodology used in this project is been refine and to
generate a detailed database on the customer satisfaction level for
the brand MTNL 3G data card.
Determine Survey Objectives
Exploratory Research
Plan Sampling and Data collection
Design of Questionnaire
Actual Survey
Data Refining and Analysis
Recommendation and Implementation Plan
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Determine Survey Objectives
In our first meeting with our respected supervisor MR. Ravindra,
the problem areas of MTNL 3G Jadoo were discussed. This was
followed by a detailed study of the 3G market and preparing the
questionnaire for existing customers of MTNL and non existing
customers
We as a team did a full-fledged study on the problem which are
as follows:
y The usage of data per customer was constantly low or even
falling in many cases.
y India being a price sensitive market the number of new users
in our portfolio was not increasing at a good rate.
So taking the above points into consideration we came up with
the following objectives:
y Understand the current scenario of 3G service in India.
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y To examine the behavior of MTNLs current customers ,
regarding the usage pattern of MTNL 3G Jadoo in their
routine life.
y Primary reason for using 3G.
y How MTNL can prepare marketing plans to serve the
customers more appropriately.
y
Bottleneck for MTNL 3G services
Exploratory Research
It included following steps
y Survey design:
The study is a cross sectional study because the data were
collected at a single point of time. For the purpose of present
study a related sample of population was selected on the basis of
convenience and judgmental sampling
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y Sample Size and Design
A sample of 75 people was taken from the customer data base
who had subscribed to the MTNL services and sample of 225
people who uses any mobile services. Total sample size was 300
y
Research Instrument:The research is carried out through self-administered
questionnaires. The questions included were open ended,
dichotomous and offered multiple choices.
y Design of Questionnaire
The questionnaire was prepared for two Purposes.1.For interviewing 75 MTNL users.
2.For interviewing 225 Random Users from the market.
Firstly we contacted our sample size via phone for an
appointment to conduct a personal interview for the survey.If
that wasnt possible because of any limitations we conducted a
telephonic interview to understand the satisfaction level as well
as usage pattern of customers.
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Secondly we collected samples by visiting to malls, shopping
areas, caf coffee day etc. to get 225 random sample in areas of
south Mumbai, Suburbs and Central Mumbai to find out the
awareness of MTNL 3G jadoos most affordable 3G rates as
compared to other operators in Mumbai.
Data Refining and Analysis
Data refining and data analysis being the key area of any survey
so it becomes a priority of any manager to have a sound
technique both mathematical and graphical to come up with a
concrete findings.
The data was analyzed by using suitable & mathematical
techniques. The technique that we have used is bar graphs & pie
charts are as follow.
y Our TG which were of 300 users (75 MTNL user and 225
Random) can be broadly divided into 2 category that is,
The focused group of 75 MTNL users
Random Group of 225 people who can be a user
of any service provider including MTNL
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Results fort e Survey:
Demograp yofCustomers Interviewe
1.
a le
ize = 75 MTNL
se s
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The above graph represents the demographic data of 75 focused
MTNLusers. Out of 75 respondents there were 47 males and 28
females.
There were 27 people whos age was above 40 where as 24 were
from age groupof 31-40, 16 from 25-30 group andonly 8 belongs
to 20-24 group.
Considering Monthlyhouseholdincome majorityof people i.e. 22
people hadincome between 30k to 40kwhere as 17 had 40k-50k,
13 belongs to 20k-30kgroup, 13 from above 50
, 6 from 10k-20k
andonly 4 people hadincome below 10k.
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2.
a le
ize = 225
a
se s
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REASONES FOR USING DATA CARD
Reason for using
data card
Number of
Respondents
Response Ratio
Personal 10% 24
Office 71% 169
Both 19% 45
238 Responses
Total
100.00%
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The reasons for using data card were of three categories:
y Personal
y Office
y Both
This shows that the consumption of our service is very high at
personal level
SPEED
Reason for using Number of Response Ratio
Both, 19%
Personal, 10% Office, 71%
Personal
Office
Both
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data ca d
es de ts
e
at
satis
ied
31 13%
e satis
ied 62 26%
e
at
issatis
ied
93 39%
e
issatis
ied 52 22%
238
es ses
Total
100.00%
verysatisfie
, 26%
some
hat
satisfie
, 13%
some
hat
dissatisfied, 39%
verydissatisfied, 22%
verysatisfied
some
hatsatisfied
some
hat dissatisfied
very dissatisfied
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238 customers have given their experience about speed. So when
we asked more about the speed. 22% customers said they are very
much dissatisfied with speed which is a bad feedback for
MTNLs data card services. There is total 26% plus 13%of people
have said they are very satisfied and somewhat satisfied and that
brings to 39 % of satisfied customers. But still 61% remains
dissatisfied. In very dissatisfied customers we have again
enquired the reason why they are so dissatisfied.
So out of 53 Dissatisfied customers:
Number of Customer Reasons
17 Customer Low speed during Travelling
11 Customer Low speed during day time
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8 Customer Low speedwhen they change home
network
17 Customer Low frequencyinAC roomTheaters etc
verydissatisfied
18
43%
sme
at
dissatisfied
10
4%
sme
atsatisfied
8
1%
verysatisfied
6
14%
Net o k coverage
very dissatisfied
some
hat
dissatisfied
some
hatsatisfied
verysatisfied
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Network plays a very important role in deciding the future of any
brand especially in voice and data market. Network is define as
Local and long-distance telephone system that connects a caller
with the intended receiver via cable and/or wireless through call
routing devices called switches. Network and Speed were one of
the most important criteria which form the base to check the
satisfaction level of our MTNL Data customer. From the above
diagram we can derive that out of 238 customers that we
interviewed 43 % of our customer were not happy with ournetwork coverage which raise a red alarm that our company
should look in to the issue with great intensity, to attain high
level of satisfaction within the customer. Also 24% of our
customers were also somewhat dissatisfied with our current
network coverage, which again sets the alarm for MTNL. Only
33% our customers were satisfied which doesnt give a good
feedback of a company who enjoy a Monopoly situation in the 3G
market.
Recommendation and Implementation Plan
Definition: That which recommends, or commends to favor;
anything procuring, or tending to procure, a favorable reception,
or to secure acceptance and adoption; as, he brought excellent
recommendations.
After all our finding we recommended certain views as follow.
Position as The only 3G service provider.
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Aggressive Marketing.
Top of the mind Recall.
Reap the seeds of MTNLs goodwill.
Training the Front-line staff.
Proper segmentation of customers.
Brief on Recommendation.
1. Most of the present customer of MTNL were unhappy with
the present Network of MTNL service for Dolphin and
Trump.
Suggestion
Upgrade the network infrastructure.
2. For any Product or service After Sales service should be
given to the customer.
Customer opin For any problem with the SIM card customer
are ask to come to Parbhadevi only, no other centres is there
in Mumbai to solve this problem.
Suggestion
Providing proper customer care services and
come up with new centres in Mumbai
3. Looking the present scenario of the other telecom player
they have lots scheme for their services compare with MTNL
services it does not provide so much of scheme.
Comment [K1]: Generalise
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Suggestion
MTNL should come up with Competitive &
Attractive schemes for their customers and this may attract
other potential customers.
4. People were confused with lots of logo of MTNL for
different services and they were not able to recall the logo
with the brand and service.
Suggestion
MTNL should come up with One Brand for allMobile Services.
5. Looking at the present telecom industry there is growth and
business in India and MTNL operates only in Mumbai and
Delhi .
Suggestion Being a PSU company Government of India
having 56% stake MTNL may easily get license and try to
Operate in other metros.
6. Telecom companies in India emphasizes on advertising
because it is medium to present your product and service in
front of the users and MTNL is no were compare to other
telecom service provider.
Suggestion
MTNL should come up with Effective
Advertising
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Conclusion
3G Technology: Present & Future Perspectives
India is the fastest growing and the second largest telecom market
in the world. The telecom revolution in India has a long history
and MTNL had the advantage of jumping evolutionary steps and
taking many short-cuts.
3G networks enable network operators to offer users a wider
range of more advanced services while achieving greater network
capacity through improved spectral efficiency. Services include
wide-area wireless voice telephony, video calls, broadband
wireless Access, all in a mobile environment. Additional features
also include HSPA data transmission capabilities able to deliver
speeds up to 14.4 Mbit/s on the downlink and 5.8 Mbit/s on the
uplink.
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Issues
Although 3G was successfully introduced to users across the
world, some issues are debated by 3G providers and users:
Expensive input fees for the 3G service licenses & agreements
Numerous differences in the licensing terms
Large amount of debt currently sustained by many
telecommunication companies, which makes it a challenge to
build the necessary infrastructure for 3G
Lack of member state support for financially troubled
operators
Expense of 3G phones
3G networks use the KASUMI block crypto and a number of
serious weaknesses in the KASUMI cipher have been identified.
Lack of buy-in by 2G mobile users for the new 3G wireless
services.
Lack of coverage, because it is still a new service.
3G evolution (pre-4G)
The standardization of 3G evolution is progressing in both 3GPP
and 3GPP2. The corresponding specifications of 3GPP and 3GPP2
evolutions are named as LTE and UMB, respectively. 3G
evolution uses partly beyond 3G technologies to enhance the
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performance and to make a smooth migration path.
A 4g network is in the pipe line, capable of speeds of 100Mbit/s
while moving and 1Gbit/s stationary. This however will not see
the light of day until at least four, or even eight years time when
they have the right equipment to use it. By that stage, bandwidth
will be all around us to take advantage of.
WiMAX is a telecommunications technology that provides
wireless transmission of data using a variety of transmission
modes, from point-to-multipoint links to portable and fully
mobile internet access. The technology provides up to 72 Mbit/s
symmetric broadband speed without the need for cables. This
makes WiMAX a technology of choice as a backhaul for 3G,
especially in a country like India where villages are far flung and
isolated.
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ANNXURE 1
Wireless Broadband Data Service Survey
Customer Satisfaction Questionnaire
Name Age
Gender Contact
No
We understand that you have subscribed to MTNL data card. We
would be grateful if you could spare a few minutes to complete
this Customer Satisfaction Survey to help us understand the
Customers expectation and to advise how to improve the service
standards so as to ensure that standard exceeds expectations.
1.Which Profession you belong to?
A. Student B. Service
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C.
Businessman
D. Professional
E.Other
Please specify
2.Primary reason for using the Data card ?
A. Office B. Personal C. Both
3.How many hours do you normally use the Internet?
4.Is your business/profession solely depends on internet?
Yes No
5.Are you currently using it?
Yes No
6.How frequently do you recharge your data card?
Ans-
7.Which MTNL data Card service you are using
1-2 2-3 3-5 Above 5
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i.e. Prepaid or Postpaid
IF Prepaid
8.Which Prepaid voucher you frequently buy to recharge your
MTNL data card?
And If Postpaid
9.Name of the postpaid scheme which you have opted for
MTNL data Card?
If Yes
10. Since when you use MTNL 3G wireless
product/service?Less than 2 months
2 4 months
4 6 months
More than 6 Months
Rate the following aspect on Point scale:
(1.Very Dissatisfied, 2.Somewhat Dissatisfied, 3.Somewhat
Satisfied,
4.Very Satisfied)
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11. Are you satisfied with the tariff charged by MTNL Data
Card?
1 2 3 4
12. Are you satisfied with the speed provided by MTNL
Data Card?
1 2 3 4
13. Are you satisfied with the network coverage provided
by MTNL Data Card?
1 2 3 4
14. Are you satisfied with the technical assistance from MTNL?
1 2 3 4
15. Are you satisfied with the usage experience?
1 2 3 4
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16. Thinking of your most recent experience with ourproduct/service, how much do you agree with the followingstatements?
Product/service wasworth the purchase
price
1 2 3 4
Product/service does
what it claims
1 2 3 4
Product/service does
what I need
1 2 3 4
Product/service is easyto use
1 2 3 4
Product/service is
competitively priced
1 2 3 4
If No
6.When did you discontinue our MTNL service?Ans-
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7.Why did you discontinue service from MTNL?
Ans-
8. If not MTNL then which service provider you use for
internet?
..
Rate the following aspect on Point scale:
(1.Very Dissatisfied, 2.Somewhat Dissatisfied, 3.Somewhat
Satisfied, 4. Very Satisfied, 5.Neither Satisfied Nor Dissatisfied)
9. Were you satisfied with the tariff charged by MTNL Data
Card?
1 2 3 4 5
10. Were you satisfied with the speed?
1 2 3 4 5
11. Were you satisfied with the network coverage?
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1 2 3 4 5
12. If you received any technical support , were you satisfied
with the technical assistance from MTNL engineers?
1 2 3 4 5
13. How was your experience while recharging for our
services?
1 2 3 4 5
14. Were you satisfied with the usage experience?
1 2 3 4 5
15. If MTNL improves its product and service in future will you
prefer using MTNL?
Yes No
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******* Thank You ******
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