sandhya's report 1
TRANSCRIPT
-
8/3/2019 Sandhya's Report 1
1/84
EXECUTIVE SUMMARY
A STUDY ON CONSUMER SATISFACTION OF RELIANCE
COMMUNICATION
Reliance world outlets in the mobility Behavioral study of Reliance
World Consumers Mobility Business. The study will be done mainly
to find out about the Users / Prospects of various services of section.
To find the perception of the customer regarding Reliance
communication product and services.To find the customer
awareness regarding Reliance communication product and
services.To find the preference regarding Prepaid & Postpaid
connections.
In the present scenario where Communication mediums have
brought a paradigm shift in the growth rate of all socio economic
aspects, One can never leave MOBILE business contribution
towards the same in presence of other mediums of communication
such as television. In the journey from its advent to the present it
has seen miles to be recognized as MOBILITY Business.
-
8/3/2019 Sandhya's Report 1
2/84
INTRODUCTION
2
-
8/3/2019 Sandhya's Report 1
3/84
GROUP OVERVIEW
Think big, think fast, think ahead.
Ideas are no ones monopoly.
RELIANCE ADA GROUP
Think Bigger Think Better
Reliance World
Reliance World is a countrywide network of retail outlets
offering a host of state-of-the art communication and information
3
-
8/3/2019 Sandhya's Report 1
4/84
services along with food and beverages in a modern ambience. It
probably is also the world's largest network of public access
broadband centers. A total of 242 World are operational in 105 cities
and towns across India. The number of World in this network will
further increase to cover nearly 700 towns and cities.
All World outlets have three components: Customer
Convenience Centre, Broadband Centre and Gourmet Caf
Customer Convenience Centre is a one-stop sales and
customer service point for Reliance Communication's retail products
and services
Broadband Centre brings real broadband experience to
Indians for the first time through a host of unique applications and
services. This includes Video Chat, Multi-location Video Conference,
Multi-player Online Gaming, High Speed Internet, Virtual Office,
Digital Storage, Digital Movie, Digital Customized Music, Digital
Electronic News Gathering Service and E-Learning.
Java green, a Gourmet Caf with exciting range of food and
beverage products, is designed to provide you a relaxed and
refreshing atmosphere in Reliance World.
4
-
8/3/2019 Sandhya's Report 1
5/84
Reliance World is managed by Reliance Web store Limited, part of
the Reliance Anil Dhirubhai Ambani Group.
ANIL DHIRU BHAI AMBANI GROUP
RELIANCE COMMUNICATION
RELIANCE WEB STORE LIMITED
RELIANCE TELCOM
RELIANCE ENERGY
RELIANCE MONEY
5
-
8/3/2019 Sandhya's Report 1
6/84
INDUSTRY
ANALYSIS
6
-
8/3/2019 Sandhya's Report 1
7/84
INDUSTRY ANALYSIS
The Indian telecom sector can be broadly classified into Fixed
Line Telephony and mobile telephony. The major players like BSNL,
MTNL, VSNL in the fixed line and Airtel, Vodafone, Idea, Tata,
Reliance in the mobile segment are coming up with new tariffs and
discount schemes to gain the competitive advantage.
Fixed Line Telephony
This can be categorized as fixed wire line telephony and fixed
wireless telephony (called as WLL (F)).
It provides services such as local calls and long distance calls
national and international.
7
-
8/3/2019 Sandhya's Report 1
8/84
In India at present, fixed line telephone numbers are of 8 digits
(initially 5 and 7). The sector is in the process of converting all fixed
line numbers to 10 digits
8
-
8/3/2019 Sandhya's Report 1
9/84
Telecommunication Companies in India
The stupendous growth of the telecommunication companies in
India over the last fifteen years can be attributed to the liberal
government of India, economic policy. The economic renaissance
effected in the early 1990s brought around a paradigm shift on the
overall business scenario of India. The telecommunication
companies in India went through a huge make-over during the
implementation of the open-market policy of India. The erstwhile
closed market policy was replaced by a more liberal form of
economic policy. A whole new form of Indian Telecommunication
Policy was drafted to compliment the change effected in the
economic policy of India. The amendment effected the new
telecommunication policy of India made huge changes with respect
to investments and entry of Foreign Direct Investments (FDI) and
Foreign Institution Investors (FII) respectively, into the virgin Indian
telecommunication market. This resulted entry of private, domestic
and foreign telecommunication companies in India.
The economic contribution made by these newly formed
telecommunication companies of India is really mentioned worthy
and this industry witnessed highest growth after the Indian
Information Technology industry. The robust growth of Indian
economy after the economic liberalization in the 1990s induced
massive change in the telecom policy and new draft was framed and
implemented by the 'Telecom Regulatory Authority of India' (TRAI)
and 'Department of Telecommunication' (DOT), under the Ministry of
Telecommunication government of India. The main aim of these
telecommunication companies in India is to provide basic telephony
services to each and every Indian.
With the advent of private telecommunication companies in India,
the industry witnessed introduction of mobile telephones into the
Indian market and it became popular amongst the Indian masses in
9
-
8/3/2019 Sandhya's Report 1
10/84
no time. Today two types of mobile phone service providers
operates in the Indian market, like the following -
Global System for Mobile Communications (GSM)
Code Division Multiple Access (CDMA)
The main binding objective for all the telecommunication companies
operating in India are as follows -
To facilitate telecommunication for all Ensuring quick availability of
telephone connectivity Achieve universal service access at
affordable price covering all Indian villages, as early as possible
providing world class telecommunication services
Solving consumer complaints, resolve disputes, and special
attention to be given to public interface To provide widest possible
range of services at reasonable prices To emerges as a major
manufacturing base and major exporter of telecommunication
equipment To protect the defense and security interests of the
country Three types of service providers exist in the Indian
telecommunication sector, like the following
State owned companies like - Bharat Sanchar Nigam Ltd, Videsh
Sanchar Nigam Ltd and Mahanagar Telephone Nigam Ltd
Private Indian owned companies like - Reliance Infocomm and
Tata Teleservices.
Foreign invested companies like - Hutchison-Essar, Bharti Tele-
Ventures, Escotel, Idea, Cellular, BPL Mobile, Spice Communications
etc.
Reliance Communications
Bharat Sanchar Nigam Limited
Videsh Sanchar Nigam Limited
Mahanagar Telephone Nigam Limited
Bharti Airtel
Vodafone Essar
10
-
8/3/2019 Sandhya's Report 1
11/84
Tata Teleservices
Spice Telecom
Idea Cellular
Sasken Network Engineering Limited
BPL Mobile Communications Limited
Reliance Communications
Reliance Communications started its operations in 1999 and is
under the Anil Dhirubhai Ambani Group (ADAG) of companies. The
company Reliance Communications Limited has been set up with
the aim of providing communication and information to people at
affordable price.
The company Reliance Communications business includes the whole
range of services related to the telecom sector such as fixed line
telephones and mobiles. The business of the company also includes
services like broadband, data services, international and national
long distance services. Reliance Communications also provides to its
customers a wide range of value added applications and services.
The company is able to provide such a vast range of services to its
customers for it has a high- capacity, reliable, convergent, and
integrated digital network.
The Company Reliance Communications Limited in order to provide
the best quality of services to its customers laid down 60,000kilometers of optic fiber all across India. The company launched the
Reliance Mobile services in December 2002 and this has helped to
increase the subscriber base of the company. The company Reliance
Communications Limited's subscriber base has increased a lot over
the years and at present stands at 38 million. The company provides
telecommunication services to individuals and enterprises. Reliance
Communications Company has become the leading
11
-
8/3/2019 Sandhya's Report 1
12/84
telecommunication integrated company in India and the chairman of
the company is Anil Ambani.
Reliance Communications Limited further plans to expand its
operations and also plans to upgrade its technology. This is sure to
help the company serve its customers better and will also increase
its subscriber base. The Company Reliance Communications Limited
should always try to provide the best quality of services to its
customers for this would lead to customer satisfaction and loyalty.
And this will in turn help the company to grow and prosper even
more.
Bharat Sanchar Nigam Limited
Bharat Sanchar Nigam limited popularly also known as BSNL is an
India-based telecommunication service providing company. BSNL
operates under the guardianship of the Ministry of Communication,
Government of India and Department of Telecommunication,
Government of India. Bharat Sanchar Nigam Limited operates
according to the telecommunication policy laid as per the Indian
Telecommunication Acts and Rules. Bharat Sanchar Nigam Limited
12
-
8/3/2019 Sandhya's Report 1
13/84
was established on 1.10.2000, as a result of the revamping of the
erstwhile Department of Telecommunication, Government of India.
Bharat Sanchar Nigam Limited is world's seventh largest
telecommunications company, with a huge bouquet of
telecommunications services. The services offered by BSNL includes
wireline, CDMA mobile, GSM Mobile, Internet, broadband, carrier
service, MPLS-VPN, VSAT, VoIP services, IN Services etc. It is one of
the fast growing and most profitable organization of Government of
India.
BSNL enjoys market leadership amongst all telecommunication
operators in India and has grown in leaps and bounds. This gigantic
Indian telecommunication company offers seamless service to its
customers and it and enjoys market dominance in the area of basic
telephony, rural telephony and Internet connection. Bharat Sanchar
Nigam Limited is dedicatedly working towards bridging the gap
between the rural and urban India digital divide in the ICT sector.
This Indian telecommunication company is one of the market
leaders in the Indian telecommunication industry. Further, it has
gain tremendous popularity due to its competitive pricing of tariffs.
Further, to retain its market dominance as a market leader it has
formulated aggressive plans for expansion of its cellular network as
per the policy laid in the Tenth Telecommunication Plan of India.
BSNL has one of the widest and deepest telecommunication
networks in India. The governing body has ratified a huge budgetary
13
-
8/3/2019 Sandhya's Report 1
14/84
allocation of Rs.733 crore in the next three years for the
development of telecommunication infrastructure in India. BSNL is
market leader and is vastly experienced in planning, installation,
network integration and maintenance of switching and transmission
networks. Further the company is equipped with a state-of-the-art
Telecommunication Training Institute, which holds ISO 9000
certification.
Bharti Airtel
Bharti Airtel is one of the topmost companies in the telecom sector
in India and is under the Bharti Enterprises Group. Airtel Bharti has
been ranked as the best performance company in the whole world
by the Business Week magazine in 2007.
The Company Bharti Airtel is in India the biggest integrated and also
the 1st telephone service provider in the private sector, which has
footprint in around 23 telecom circles. Bharti Airtel Limited has been
since its very beginning using the latest technology and thus the
company has paved the way for the telecom sector in India with its
world-class services and products. This has helped Bharti Airtel
Company to grow for the number of its customers has increased
very rapidly over the years. The company has around 50 million
customers in 2007 and its market share of mobile subscribers in
India is at 23.4%.
The company Bharti Airtel Limited's total revenue amounted to
Rs.12,242 crore in 2006- 2007 and the net profit stood at Rs.3,126
crore. The Company Bharti Airtel is divided into 3 business units that
are:
14
-
8/3/2019 Sandhya's Report 1
15/84
Broadband & Telephone (B&T) services
Enterprise services
Mobile services
Among the various services that the Bharti Airtel Limited Companyprovides to its customers, the services of broadband and telephone
(B&T) are 1 of them. The company provides broadband Internet
services of high speed for it has the best network in India. The
company Bharti Airtel also provides telephone services in around 94
cities of the country and this helps the people to stay connected
with one another. The company plans to expand its broadband and
telephone services by providing IPTV services and DTH operations.
Further Bharti Airtel provides enterprise services to its customers.
The services of enterprise provide telecom end-to-end solutions to
customers who belong to the corporate sector and also long
distance services to international and national carriers. The
company Bharti Airtel has more than 35,016 kilometers of optic
fiber, a submarine landing station, and is also a member of SouthEast Asia- Middle East- Western Europe- 4. All this has helped the
company to provide the best enterprise services to its customers.
The company Bharti Airtel Limited plans to expand its enterprise
services so that it can achieve the status of a global carrier within a
period of 2- 3 years.
The company Bharti Airtel Limited provides mobile services to itscustomers. The company provides fixed and mobile wireless
services in around 23 telecom circles by using the GSM technology.
Bharti Airtel Company has become the biggest mobile service
provider in India on the basis of the number of customers. The
company in the future plans to expand its network in order to
establish its presence in more than 500,000 villages all across the
country by 2010.
15
-
8/3/2019 Sandhya's Report 1
16/84
Bharti Airtel has become a leading company in the telecom sector in
India due to the fact that it has provided the best quality of services
to its customers. And this has been possible for the company has a
wide telecom network that is of the latest technology. The Company
Bharti Airtel Limited in the future also should continue to upgrade its
facilities for this will ensure that high grade of services are provided
to its customers.
16
-
8/3/2019 Sandhya's Report 1
17/84
Vodafone Essar
Vodafone Essar started its operations in India in 1994 and is under
the Vodafone Group. The company Vodafone Essar Limited hasbecome one of the leading companies in the telecom sector in India
due to its high standard of services that it provides to its customers.
The company Vodafone Essar has its operations in 16 telecom
circles of the country, which covers around 86% of the customer
mobile base in India. The company offers both postpaid and prepaid
GSM cellular mobile coverage all across India and its hold isespecially strong in the metropolitan cities. The company Vodafone
Essar Limited provides services like 2G, which are based on
1800Mhz and 900Mhz GSM digital technology. The company
Vodafone Essar also offers voice and data services.
Vodafone Essar Limited has received many awards over the years
such as the Best Mobile Service in India, Most Effective and MostCreative Advertiser of the Year, and Most Respected Telecom
Company. The company Vodafone Essar Limited's chairman is Asim
Ghosh, vice chairman is Arun Sarin, and non- executive chairman is
Ravi Ruia. The Vodafone Essar subscriber bases in the cities of India
are:
Kolkata - 1,632,875
Mumbai - 2,989,970 Delhi - 3,002,442
Chennai - 981,996
Vodafone Essar plans to sell the low price handsets from its 4 lakhs
distribution outlets. The company will buy the low cost cell phones
from the firm ZTE that is located in China. The Company ZTE will
ship more than 10 million low cost cell phones to India that will then
be sold by the company Vodafone Essar. Vodafone Essar Companyalso has plans to expand in the near future and for this it is planning
17
-
8/3/2019 Sandhya's Report 1
18/84
-
8/3/2019 Sandhya's Report 1
19/84
enterprise services, USB modem, Wi- Fi Internet, and calling card
services.
Tata Teleservices Company provides certain other products to its
customers like new data and voice services which include picture
messaging, ring tones, polyphonic, and interactive applications. The
company pioneered the CDMA technology in the country and has
reliable infrastructure that ensures the quality services received by
the customers. The Company Tata Teleservices Limited has
provided only high quality services to its customers and this has
helped the company to become a market leader in the telephony
fixed wireless market. The total subscriber base of Tata Teleservices
is more than 3.8 million.
The company Tata Teleservices Limited in order to expand its
domain, has acquired the Company Hughes Telecoms (India)
Limited in December 2002. Further the company has made a total
investment of around Rs.19, 924 crore in making an all India
presence in around 20 telecom circle. The major telecom circles
where the Company Tata Teleservices has its presence are Gujarat,
West Bengal, Uttar Pradesh, Himachal Pradesh, Rajasthan, Haryana,
Punjab, Madhya Pradesh, and Tamil Nadu. The company provides
employment to more than 6000 people and as the company is
expanding it is going to create over 20,000 jobs in the near future.
Tata Teleservices Limited launched the scheme of non-stop mobile
that allows a subscriber to receive incoming calls free of cost. The
company has become the biggest telecom branded retail chain and
is also the 1st telecom service provider in India that offers postpaid
mobile connections on line. The company Tata Teleservices Limited
in order to expand its operations has partnered with Ericsson, ECI
Telecom, Lucent, and Motorola so that it can deploy reliable network
19
-
8/3/2019 Sandhya's Report 1
20/84
that is technologically very advanced. The company has become a
leading company in the telecom sector in India for the quality of its
services that it provides to its customers. And as the company Tata
Teleservices Limited is expanding and upgrading its technology it
sure will help the company to provide even better services to its
customers. Tata Teleservices must continue to provide the best
quality of services to its customers for this will lead to customer
satisfaction and loyalty and this in turn will help the company to
grow and prosper.
20
-
8/3/2019 Sandhya's Report 1
21/84
COMPANY
ANALYSIS
21
-
8/3/2019 Sandhya's Report 1
22/84
COMPANY PROFILE
RELIANCE
COMMUNICATION
Dhirubhai Ambani had a dream to put the power of information
and communications in the hands of the common man, at an
RELIANCEWORLD
(Co-ownedchain of
Retail outlets)
RELIANCEWEB WORLD
EXPRESS(Frenchisee
owned chain ofretail outlets
forcommunicationservices only).
DIRECTSALESTEAM(DST)(Co-
ownedchain forcorporate sales).
DIRECT SALESASSOCIATES(DSA
)(Frenchise for
postpaid sales).
DISTRIBUTOR
RETAILERS
COPORATESALESTEAM
22
-
8/3/2019 Sandhya's Report 1
23/84
affordable cost. At Reliance Communication, we are committed to
making that dream come true.
With Reliance India Mobile the first step we are offering
subscribers a unique combination of affordability and quality. To
begin with, we are inviting subscribers to make local and STD calls
over a next generation wireless network, at a price that is more
attractive than current landline rates. Whats more, in addition to
superior voice connectivity, our service also includes high speed
Internet access and advanced data applications.
Reliance India Mobile is Now Reliance Mobile much more than just
another mobile phone service. Its an opportunity subscribers just
cannot ignore!
Abundant limit for a limited spend If you think that having a mobile
phone means high airtime charges and rising bills think again!
Reliance Mobile provides subscribers with abundant talk time at
very attractive rates becoming mobile is now easier than ever
before!
Death of Distance Worried about your STD bill? Get Reliance
Mobile and make long distance calls to any Reliance phone in the
country at flat, never-before rates!
Pan India Presence We plan to be present in over 600 cities /
towns initially. Our pan-India network will be the most widespread
23
-
8/3/2019 Sandhya's Report 1
24/84
mobile network in the country! And we will expand to the entire
landmass of India by 2012.
Superior Voice Quality and Data Capabilities over our next Gen
network We bring to you CDMA 1X a next generation
technology with superior voice quality (less call drops, reduced
background noise, minimal interference with other electronic
devices) and high speed data capabilities. CDMA is popular with
over 135 million subscribers worldwide, with the number increasing
exponentially.
Late Dhirubhai Ambani built Reliance from scratch to be in the
reckoning for a place in the Global Fortune 500 list. This
achievement is even more significant due to the fact, that the entire
growth was achieved in an organic manner and in a span of just 25
years.
Dhirubhai was not just firmly rooted in traditional Indian values, but
was also a quintessentially modern man - the man of the new
millennium. This was clearly reflected in his passion for mega-sized
projects, the most advanced technology and the highest level of
productivity.
The corporate philosophy he followed was short simple and succinct
- "Think big. Think differently. Think fast. Think ahead. Aim for the
best". He inspired the Reliance team to do better than the best - not
only in India but also in the world.Dhirubhai Ambani, Founder
Chairman of the Reliance Group, had an acute sense that education
alone empowers people. He was a great communicator. He
communicated to inspire, to guide, to educate and to motivate. He
employed telephone as a powerful tool to achieve these goals. He
used telephone to defeat distance, to compress time and to remain
24
-
8/3/2019 Sandhya's Report 1
25/84
abreast of events. He was acutely aware of the power of information
and communications.
He would often say: "make the tools of communication available to
people at an affordable cost, they will overcome the handicaps of
illiteracy and lack of mobility". He wanted a telephone call to be
cheaper than a post card. This, he believed, would transform every
home, empower every Indian, remove the roadblocks to opportunity
and demolish the barriers that divide our society.
Dhirubhai Ambani was of the conviction that communication would
energies enterprises, galvanize governance, make livelihood an
enjoyment, learning an experience, and living an excitement.
Reliance communication is a fascinating outcome of this powerful
conviction. It is a major initiative to translate his inspiring dream
into reality.
Reliance Communication is the outcome of the late visionary
Dhirubhai Ambani's (1932-2002) dream to herald a digital revolution
in India by bringing affordable means of information and
communication to the doorsteps of India's vast population.
"Make the tools of communication available to people at an
affordable cost, they will overcome the handicaps of illiteracy and
lack of mobility", Dhirubhai Ambani charted out the mission for
Reliance Communication in late 1999. He saw in the potential of
information and communication technology a once-in-a-lifetime
opportunity for India to leapfrog over its historical legacy ofbackwardness and underdevelopment.
Working at breakneck speed, from late 1999 to 2002 Reliance
Communication built the backbone for a digital India - 60,000
kilometres of fibre optic backbone, crisscrossing the entire country.
The Reliance Communication pan-India network was commissioned
on December 28, 2002, the 70th - birth anniversary of Dhirubhai.
25
-
8/3/2019 Sandhya's Report 1
26/84
This day also marked his first birth anniversary after his demise July
- 6, 2002.
Reliance Communication network is a pan India, high capacity,
integrated (wireless and wire line) and convergent (voice, data and
video) digital network, designed to offer services that span the
entire Communication value chain - infrastructure, services for
enterprises and individuals, applications and consulting. The
network is designed to deliver services that will foster a new way of
life for a New India.
26
-
8/3/2019 Sandhya's Report 1
27/84
Reliance Anil Dhirubhai Ambani Group
Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance
Group founded by Shri Dhirubhai H. Ambani (1932-2002), ranks
among Indias top three private sector business houses in terms of
net worth. The group has business interests that range from
telecommunications (Reliance Communications Ventures Ltd.) to
financial services (Reliance Capital Ltd.) to the generation and
distribution of power (ReliancEnergyLtd)
Reliance ADA Groups flagship company, Reliance
Communications, is India's largest private sector information and
Communications Company with over 20 million subscribers. The
company has established a pan-India, high-capacity, integrated
(wireless and wire line), convergent (voice, data and video) digital
network, to offer services spanning the entire communication value
chain. Other major group constituents Reliance Capital, Reliance
Energy are widely acknowledged as the market leaders in their
respective areas of operation.
Harmony Reliance Communication
27
http://www.harmonyindia.org/http://www.relianceinfo.com/Infocomm/index.htmlhttp://www.relianceinfo.com/Infocomm/index.htmlhttp://www.harmonyindia.org/http://www.reliancemutual.com/http://www.rel.co.in/http://www.harmonyindia.org/http://www.relianceinfo.com/Infocomm/index.html -
8/3/2019 Sandhya's Report 1
28/84
28
http://www.reliancegeneral.co.in/insurance/home.htm -
8/3/2019 Sandhya's Report 1
29/84
Business
Reliance Communication will offer a complete range of
telecom services, covering mobile and fixed line telephony
including broadband, national and international long distance
services, data services and a wide range of value added services
and applications that will enhance productivity of enterprises and
individuals.
Reliance India Mobile, the first of Communication's
initiatives was launched on December 28, 2002, the 70th birthday
of the Reliance group founder, Shri. Dhirubhai H. Ambani.
This marks the beginning of Reliance's dream of
ushering in a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India.
It aims to achieve this by putting the power of information and
communication in the hands of the people of India at affordable
costs.
Reliance Communication will extend its efforts beyond
the traditional value chain to develop and deploy telecom
solutions for India's farmers, businesses, hospitals, government
and public sector organizations.
29
-
8/3/2019 Sandhya's Report 1
30/84
CUSTOMER CONVENIENCE CENTER is a one- stop sales &
customer service point for reliance communication retail product &
services .This module has been designed to offer telephony
(Reliance India mobile, Reliance India phone) and related services.
Customer visits this module for:-
Enquiries / Purchase of phones/ Connection & accessories
Service requirements
Purchase of recharge vouchers
SERVICES OFFERD
CDMA (Code division multiple access) refers to any of several
protocols used in so called second generation (2G) & third
generation (3G) wireless communication .CDMA is the digital cellular
30
-
8/3/2019 Sandhya's Report 1
31/84
phone technology from QUALCOMM that operates in the 800 MHZ
band & 1.9 GHZ PCS band.
1. RIM (Reliance India mobile) provide two service-
PREPAIDPOSTPAID
2. FWP (Fixed wireless phone) is a wireless service & the mostimportant thing is that it is mobility in entire town /sdca .Fixedwireless phone provide two services-
PREPAIDPOSTPAID
3. DATA CARD Has two Modem.
PCMCIA (Use in laptop only).
USB (Use in laptop & desktop both.)
GSM
GSM (Global system for mobile communication) is a digital cellular
phone technology based on TDMA (Time Division Multiple access) It
is the most widely used of the three digital wireless telephone
technologies (TDMA, GSM & CDMA).
GSM has two services:-
PREPAID
POSTPAID
BROADBAND SERVICES
Broadband Surfing
Surf the Web at a scorching pace, download files at mouth-watering
speeds.
31
-
8/3/2019 Sandhya's Report 1
32/84
Conference
Invite your friends to a Reliance World nearest to them and enjoy
the vibrancy of face-to-face conversations.
DENG
DENG (Digital Electronic News Gathering) enables transmission of
video footage in real time.
Digital Services
The Digital Services Desk is where your data, documents and
pictures come alive. eLearning
Learn through new, exciting methods, using technology to your
advantage. eRecruitment & Training
From recruitment to retention, its an end-to-end suite of people
management solutions
Online Gaming
If you can handle the adrenaline rush, online gaming has heaps of
excitement in store for you.
Personal Financial Services
At the PFS Desk, you will discover a wide range of financial products
and services. Reliance Phones
Stay connected with Reliance phones and accessories. Say hello to
Reliance Hello and Reliance Mobile.
VDO Messaging Service (VMS)
Find your way to peoples hearts through their mailboxes.
Video Conferencing
32
-
8/3/2019 Sandhya's Report 1
33/84
Who says you have to travel out of station to meet 'outstation'
people?
33
-
8/3/2019 Sandhya's Report 1
34/84
DENG
Using optic fiber broadband connectivity, Reliance World offers
DENG (Digital Electronic News Gathering Service) to television
channels. The service can also be utilized by advertising agencies,
ad film producers and feature film houses.
DENG has radically changed TV news gathering in India.
DENG can function in two modes:
Reliance World to Studio: In this mode, Reliance connects
up the studio(s) to the closest Reliance MCN (Media
Convergence Node) with optic fibre and installs decoding
equipment at the studio premises. Reporters can send in their
footages from any Reliance World that has DENG facility
directly to the channels studios.
Reliance World to Reliance World: In this mode, the studio
can record the feed at the Reliance World closest to the studio
as reporters send in their footages from the Reliance World
closest to their location. Recording the feed is facilitated by
decoders installed at Reliance World.
Besides these two modes, live transmission is also possible from
select Reliance World outlets with video conferencing facility. The
Video Conferencing Room doubles up as a makeshift studio.
The transfer is managed by a Central Connectivity Hub, ensuring
100% network availability and success rate.
34
-
8/3/2019 Sandhya's Report 1
35/84
Advantages At a Glance
No infrastructure investment in the Reliance World to RelianceWorld mode
Charges on pay per use basis
Pan-India network of Reliance World
Very easy to use, the cameraman can plug in his recordingequipment and transmit
Trained staff at Reliance World to assist in the process
Access available from 10 AM to 10 PM everyday
Transmission rate > 4 mbps on a 6 mbps multilink, notransmission loss
Content transmitted securely using encryption and decryptiontechnology
Central Connectivity Hub support
VIDEO CONFERENCE
Corporate meetings are taking a big leap forward. Thanks to Video
Conferencing at Reliance World, inter-location meetings are now
almost as simple as reaching out to the next cubicle.
How It Works
When you Schedule a Video Conference at Reliance World. we
reserve your slot in all the locations that you wish to be connected
to in your Conference.
On the appointed day and time, all attendees visit Reliance World in
their respective cities and participate in the Video Conference.
35
-
8/3/2019 Sandhya's Report 1
36/84
Each Reliance World has a specially-designed soundproof Video
Conferencing Room, equipped with state-of-the-art video
conferencing equipment. The room can accommodate up to 9
participants comfortably, with 5 participants in distinct view of the
camera. The digital Home Theater System, with a 42" plasma TV
gives you that near real-life experience.
You can even hook up your Video Conference from Reliance Worldto any enterprise which has a standards based ISDN videoconferencing facility, even if that enterprise is in a different country.Participants who have no video conferencing facility can also join inusing their telephone connections.
36
-
8/3/2019 Sandhya's Report 1
37/84
Meetings, and beyondReliance World Video Conferencing operates in several modes:
Full-Screen View:This mode is used in a one-to-one conference when two locationscan see each other in full screen.
Recommended Use:Interviews, Point-to-point meetings.
Continuous Presence:This mode is used in multi-party conferences. Each location sees allother locations.
Recommended Use:Meetings, Reviews.
Broadcast Mode:In this mode, all participants see the speaker, but not each other.The speaker can see all participants.
Recommended Use:Product Launches, Financial Results Announcements, Area SpecificBroadcasts.
Training Mode:All participants see a Powerpoint presentation in the main view andthe speaker in a small window.
Recommended Use:Training.
37
-
8/3/2019 Sandhya's Report 1
38/84
38
-
8/3/2019 Sandhya's Report 1
39/84
INTERNET ACCESSIBILITY
Broadband is a technology that essentially enables high-speed
Internet access. It is a far faster way of connecting to the Internet
than the conventional dial-up method. However, not all broadband
connections are the same. It all boils down to those important
questions. Is the connection really fast enough?
When you log in at Reliance World, you are connected to the
Internet through Reliances next generation, high-speed,
countrywide fibre optic network. Thats why you will notice the
difference as soon as you log in.
Surf heavy
Surprises may come in small packages but broadband sites dole out
entertainment in large chunks. Experience these sites at Reliance
World, uninterrupted.
Download to your hearts content
We all know the pleasures of downloading. And we also know how
frustrating it is when the web crawls at a snails pace. Download
your favorite stuff at Reliance World where the web sets a scorching
pace.
39
-
8/3/2019 Sandhya's Report 1
40/84
FINANCIAL SERVICES
Reliance Capital Ltd is a part of the Reliance - Anil Dhirubhai Ambani
Group, and is ranked among the 25 most valuable private
companies in India.
Reliance Capital is one of India's leading and fastest growing private
sector financial services companies, and ranks among the top 3
private sector financial services and banking groups, in terms of net
worth.
Reliance Capital has interests in asset management and mutual
funds, life and general insurance, private equity and proprietary
investments, stock broking, depository services, distribution of
financial products, consumer finance and other activities in financial
services.
The Reliance Anil Dhirubhai Ambani Group is one of India's top 2
business houses, and has a market capitalization of over
Rs.2,90,000 crore (US$ 75 billion), net worth in excess of Rs.55,000
crore (US$ 14 billion), cash flows of Rs. 11,000 crore (US$ 2.8 billion)
and net profit of Rs. 7,700 crore (US$ 1.9 billion)
Reliance General Insurance
About Reliance General Insurance
Reliance General Insurance, a part of the Reliance - Anil Dhirubhai
Ambani Group and a Subsidiary of Reliance Capital, is one of the
first non-lifecompanies to get the license from the IRDA. Reliance
40
-
8/3/2019 Sandhya's Report 1
41/84
General Insurance is India's fastest growing general insurance
company and the top 3 private sector insurers.
Reliance General Insurance has 200 branches across 171 cities and
over 25,000 intermediaries.
Reliance General Insurance offers an exhaustive range of insurance
products that covers most risks including Auto, Health, Property,
Marine, Casualty and Liability.
41
-
8/3/2019 Sandhya's Report 1
42/84
RELIANCE CAPITAL
Reliance Capital; one of India's leading and fastest growing private
sector financial services companies, ranking among the top 3
private sector financial services and banking companies, in terms of
net worth. Reliance Capital is a part of the Reliance Anil Dhirubhai
Ambani Group.
Reliance Money which commenced commercial operations in April
2007 has over 300,000 customers and 4,300 outlets in more than
3,500 locations across India.
Reliance Money is a comprehensive electronic transaction platform
offering a wide range of asset classes. Its endeavor is to change the
way India transacts in financial markets and avails financial
services. Reliance Money is a single window, enabling you to access,
amongst others in Equities, Equity & Commodities Derivatives,
Mutual Funds, IPOs, Life & General Insurance products, Offshore
Investments, Money Transfer, Money Changing and Credit Cards.
42
-
8/3/2019 Sandhya's Report 1
43/84
R Connect
R World
The Java-based R World suite of Reliance India Mobile (RIM)
applications is unique in India and the world. It enables the
introduction of complex Internet applications on mobile phones
quickly and efficiently. R World receives over 1.5 billion hits per
month from RIM users.
R World offers a wide range of applications including hour-to-hour
news updates, high quality video streaming, downloadable
multilingual Ring Tones, seasonal updates including festival
specials, city & TV guides, exam results, astrology, mobile
banking, credit card transaction from mobile phone, bill payment
and stock prices.
With over 100 data applications offering varied services, R World
has become a treasure house of Knowledge, Information,
Entertainment and Commerce - unique to any wireless service in
India.
43
http://rworld.relianceinfo.com/RWorld/index.htmlhttp://rworld.relianceinfo.com/RWorld/index.html -
8/3/2019 Sandhya's Report 1
44/84
Introduction to R Connect
Welcome to the World of R Connect- High speed Internet accessanytime,anywhere.
Reliance's cutting edge CDMA 1 x network offers you high speed
internet access, at speeds up to 144kbps without tying you down to
a landline.
You can take advantage of this service by using one of the following
devices.
R-Connect Services provided by Reliance Communications
Infrastructure Limited.
R Connect Data Cable -
The R Connect Cable enables your RIM Phone to work as a high-
speed modem for your PC or laptop. You can download files as well
44
http://www.relianceinfo.com/Infocomm/Rim/rconnect_dc.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rconnect_dc.html -
8/3/2019 Sandhya's Report 1
45/84
as read and send e-mails easily at speeds up to 144 kbps, anytime,
anywhere.
R Connect Card
A revolutionary product, that works as a modem and as a mobile
phone. You can surf the Internet, access e-mails, make and receive
calls and SMS from your laptop while on a business 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 only Internet access but also mail access, personal
information management and a host of other personal productivity
tools
R Services
Reliance India Mobile offers you a host of value-added services:
Itemized Billing:Bill with details of all Local/STD/ISD and roaming voice calls made
Value Roaming:
Stop Costly Roaming. Start Value Roaming
Reliance International CDMA Roaming:
Enables you to roam across many countries on the globe.
Reliance International Roaming:
45
http://www.relianceinfo.com/Infocomm/rconnect_card.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rconnect_pda.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_itemised_billing.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_value_roaming.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_internationalcdma_roaming.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_international_roaming.htmlhttp://www.relianceinfo.com/Infocomm/rconnect_card.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rconnect_pda.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_itemised_billing.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_value_roaming.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_internationalcdma_roaming.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_international_roaming.html -
8/3/2019 Sandhya's Report 1
46/84
The widest world coverageVoice mail service:
24 hour personal call answering service
Call waiting:
Allow you to receive an incoming call while already engaged in onecall
Call hold:
Allow you to put a current call on hold and make a second callCall divert:
Allow you to divert calls within your SDCA3-way call conferencing:Allows a conference between 3 persons from your mobile handset
CLIP (Caller Line Identification Presentation)Enables you to view the number of the calling person when youreceive a call
CLIR (Call Line Identification Restriction)
Enables you to block presentation of your own number on a calledperson's phone
International SMSEnables subscribers to send, receive, reply and forward simple textmessages to friends, relatives and business associates across theworld.
46
http://www.relianceinfo.com/Infocomm/Rim/rservices_voice_mail.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_waiting.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_hold.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_divert.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_conference.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_clip.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_clir.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_international_sms.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_voice_mail.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_waiting.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_hold.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_divert.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_call_conference.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_clip.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_clir.htmlhttp://www.relianceinfo.com/Infocomm/Rim/rservices_international_sms.html -
8/3/2019 Sandhya's Report 1
47/84
OBJECTIVE & SCOPEOF THE RESEARCH
47
-
8/3/2019 Sandhya's Report 1
48/84
SCOPE OF THE WORK
Reliance world outlets in the mobility Behavioral study of Reliance
World Consumers Mobility Business. The study will be done mainly
to find out about the Users / Prospects of various services of section.
OBJECTIVES OF THE PROJECT
1. To find the consumer satisfaction regarding Reliance
communication product and services.
2. To find the why consumer use Reliance communication
product and services.
3. To find the preference regarding Prepaid & Postpaid
connections.
NEED FOR STUDY: -
Reliance world outlet plays a vital role as a face of the company,
providing access to experience all Reliance ADA Group products and
services.
As a organized retail outlet chain it has its own and independent
operation and sales, exposing it to the challenges of Retail Business
48
-
8/3/2019 Sandhya's Report 1
49/84
where Consumer behavior brings the scope to study the PROSPECTS
for the chain better.
RESEARCH
METHODOLOGY
49
-
8/3/2019 Sandhya's Report 1
50/84
RESEARCH METHODOLOGY
(This method is generally use in study)
Designing the researchplan
Developing the
procedure for research
Research by data
collection &
questionnaires
Data analysis
Develop findings &
conclusions
Define the research
objective
50
-
8/3/2019 Sandhya's Report 1
51/84
RESEARCH DESIGN:-
A research design is simply the frame work or plan for a study
that is used as guide in collecting & analyzing the data. It is the blue
print that is followed in completing a study.
TYPES OF RESEARCH:-
1 Exploratory Research
2. Descriptive Research
Exploratory Research:-
The major emphasis of exploratory research is on the
discovery of ideas. Marketing researchers devote a significant
portion of their work on exploratory studies when very little is known
about the problem being examined. The idea is to clarify concepts
and subsequently, make more extensive research on them. The
primary advantages of exploratory research studies are low cost and
less time requirement.
Descriptive research:-
Descriptive research aims at fact finding & more often is based on
surveys .Its purpose to describe the present state of affairs of the
topic of study. It is more focused than an exploratory study. It
provides basic information for formulating more sophisticated study.
Sources of Data Collection:-
SECONDARY DATA:-
Any data which have been gathered earlier for some other purpose
are secondary data in the hands of the marketing researcher.
51
-
8/3/2019 Sandhya's Report 1
52/84
I collected secondary data which was provided by the company.
I collect the data from the net, company broachers and research
books.
PRIMARY DATA:-
Collection of first hand information on any happening or event, we
either ask someone who knows about it or we observe it ourselves,
or we do both. Primary data is collected by two method
1. Observation
2. Communication
METHOD OF DATA COLLECTION
1. QUESTIONNAIRE
2. SCHEDULE
3. INTERVIEW
QUESTIONNAIRE:-
A questionnaire consists of a number of questions printed or
typed in a definite order on a form or set of forms.
For collecting Primary Data I have prepared a structured
questionnaire for the respondent after meeting them I filled the
questionnaire and got the data. I prepared my questionnaire with
having all the objective of the study in my mind. My questionnaire
has both open and closed ended question but majority of question
are closed ended.
52
-
8/3/2019 Sandhya's Report 1
53/84
SAMPLING FUNDAMENTAL
(Following sampling Fundamental has been used for
this research)
Sampling is the selection of some part of an aggregate or
totality on the basis of which a judgment or inference about the
aggregate or totality is made. It is the process of obtaining
information about an entire population by examining only a part of
it.
UNIVERSE/POPULATION: - My universe of project is LUCKNOW.
SAMPLE SIZE: - In this case my sample size was 100 people.
SAMPLE UNIT: - Salaried and businessman, Students.
Research Process
Defining Research Objectives
53
-
8/3/2019 Sandhya's Report 1
54/84
Questionnaire Schedule Internet
Org. Survey
SAMPLING PLAN
SAMPLING PROCEDURE
Random sampling : Being convenient, Random sampling has
been selected.
AREA COVERAGE
Lucknow
SAMPLE SIZE
A total sample size of 100 respondents.STATISTICAL TEST
Sample size determination
RESEARCH METHODOLOGY ADOPTED
RESEARCH DESIGN
Exploratory research
RESEARCH APPROACH Survey method
Research Planning
Primary Data Data Collection Secondary Data
54
-
8/3/2019 Sandhya's Report 1
55/84
RESEARCH INSTRUMENT
Structured questionnaire
Personal interviews
RESEARCH PLAN
In planning and designing a specific research project it is necessary
to anticipate all the steps that are needed to be undertaken if the
project is to be successful in collecting reliable and valid
information.
The process consists of the following seven steps:
1. Specifying the research objectives: In this step, it is
essential to obtain answers to the questions, What is the
purpose of the study? and What are the objectives of the
research? It is essential to correctly identify and answer the
question for the results to be accurate.
2. Preparing a list of needed information: After a
satisfactory statement of the studys purpose and objectives
have been established, it is necessary to prepare a list of the
information needed to attain the objectives. The contents of
such a list will be decided by the objectives if the research and
the situation leading to the research request.
3. Designing the data collection project: Necessary to
determine whether such information is already present. Field
data should not be collected unless appropriate secondary
source of information has been reviewed. In the event,
secondary data is not available; the appropriate data has to be
collected from the field.
55
-
8/3/2019 Sandhya's Report 1
56/84
4. Selecting a sample type: As it is difficult to collect
data from a large number of dealers of different companies.
Researcher collects data from a representative sample of these.
Sample is either, probabilistic or non-probabilistic.
5. Determining the sample size: It must be carefully
decided as to how a large sample is to be selected. It is
essential to consider the problem at hand, the budget and the
desired accuracy needed in the data before the question of
sample size can be answered.
6. Organizing and carrying out the field work:
Fieldwork includes collecting, selecting,
controlling and evaluating the data and the feed back. The
methods employed are of importance as they consume a
substantial portion of the data and are a potential source of
error through lack of validity and reliability. The methods are
dictated largely by the method of data collection, sampling
requirement and information to be gathered
7. Analyzing the collected data and reporting the
findings: After all the interviews and for observations have
been made, the completed data collection forms must be
processed in a way that yields the information the project was
designed to obtain. It involves, firstly, the editing of the forms
and then the responses are tabulated.
The reporting of research findings represents the end product of
research project. The type of report prepared will vary greatly
depending on the nature of the type of audience to view it.
56
-
8/3/2019 Sandhya's Report 1
57/84
DATA ANALYSIS
57
-
8/3/2019 Sandhya's Report 1
58/84
1) Why you use prepaid Services?
Particulars
Responde
ntsAdminister the expenses 22
Avoid monthly bill 31Avail better promotionalschemes 23
Any other 7
Total 83
0
5
10
15
20
25
30
35
Administer the
expenses
Avoid monthly bill Avail better
promotional
schemes
Any other
Factors
Respondents
Interpretation: - After analyzing the data 31 respondents selects
prepaid services to avoid monthly bill facility while 22 are selectingthe services to administer their expenses and 23 respondents avail
due to better promotional scheme provided to them.
58
-
8/3/2019 Sandhya's Report 1
59/84
2. ARE YOU AWARE OF THE HIGH SPEED DATA CARD
SERVICES OF RCOM?
Awarness of High Speed Data Card
31%
61%
8%
YesNo
Are Usi
S. No. Awareness Responders
1 Yes 312 No 613 Users 8
Interpretation:- After analyzing the data 31% customer are
aware of the high speed data card services of R .com while 61% are
un aware about that. Company should initiated additional awareness
program of data card services.
3. STRONG POINT OF SERVICES OF RCOM IN COMPARISON TO
COMPETITORS.
59
-
8/3/2019 Sandhya's Report 1
60/84
Respondent
46
18
9
22
5
0
10
20
30
40
50
Respon
Respondent 46 18 9 22 5
Speed Entry cost Charges ConnectivityCustomized
plan
Interpretation:- Respondent grade the connections on the basis of
processing speed followed by Entry cost of Reliance World.
60
-
8/3/2019 Sandhya's Report 1
61/84
4. ARE YOU SATISFY WITH THE SERVICES AT RELIANCEWORLD?
S. No. Awareness Responders1 Yes 872 No 13
Interpretation:- After analyzing the data 87% satisfied with theservices at reliance world & 13% are un satisfied.
5: HOW DO YOU RATE RELIANCE SERVICE?
Service Satisfaction
87%
13%
Yes
No
61
-
8/3/2019 Sandhya's Report 1
62/84
Rating of Reliance Service
8
68
20
3 1
0
20
40
60
80
Rating
No.ofrespondden
t
Respond
Respondent 8 68 20 3 1
Exterme Satisfyin Average Poor Exterme
Interpretation:-After analyzing the data maximum customer are
satisfied with reliance services.
62
-
8/3/2019 Sandhya's Report 1
63/84
6. First Priority of customers:
S.No. Priority %
1 Coverage 16
2 Call Rates 42
3 Value Added Services 5
4 Connectivity 18
5 Hand Sets 4
6 Internet Connectivity 7
7 Entry Cost 4
8 Customer Service 4
Interpretation:- After analyzing the data the outcome which we
get is that customer more rely on call rates.
63
-
8/3/2019 Sandhya's Report 1
64/84
7. Strongest Point of R-Com
S.No. Strongest Point %
1 Network 32
2
Better Data
Services 8
3HandsetsAssortment 11
4 Voice Clarity 26
5 Low Call Rates 17
6 Customer Service 6
Interpretation:-The above table reveals that the strongest point
in reliance communication is its network and after that in area of
voice clarity
64
-
8/3/2019 Sandhya's Report 1
65/84
8. Do you have a fixed line service at home? If yes, then
please tick your service provider?
S.No. Service Provider users
1 Bsnl 29
2 Airtel 83 Tata Walky 6
4 Reliance FWP 5
5 Other 0
Interpretation:- In the above table reveals that , customer who are
using fixed line service at home are taking service of bsnl user.
9. Are you aware of the High Speed Data Card Services of R
com?
65
-
8/3/2019 Sandhya's Report 1
66/84
Awareness %
1 Yes 32
2 No 60
3 Reliance User 8
Interpretation:- The above table reveals that 32% are aware of
high speed data card services or R-COM 60%are unaware and 8%
are reliance user.
66
-
8/3/2019 Sandhya's Report 1
67/84
10. What are the strong points of data card services
of RCOM in comparison to competitors? pls rank
S.No. Strongest Point %1 Speed 32
2 Connectivity 8
3 Charges 11
4 Entry Cost 26
5 Customized Plan 17
Interpretation:-The above table reveals that the strong points of
data card services of R-COM in comparision to competitior is its
speed.
67
-
8/3/2019 Sandhya's Report 1
68/84
11. Are you satisfied with the services of RCOM?
Interpretation :-The above table reveals that 60% ofconsumer are not
Satisfied from the services of R-COM. Only 32%are
Satisfied.
68
-
8/3/2019 Sandhya's Report 1
69/84
12. How do you rate RCOM services.
S.No.Rating of Rcom
Services %
1 Extremely Satisfying 22
2 Satisfying 38
3 Average 10
4 Poor 225 Extremely Dissatisfying 8
Interpretation:- The above table reveals that the rate given by
respondent for the service of R-COM is satisfactory.
69
-
8/3/2019 Sandhya's Report 1
70/84
FINDING &OBSERVATION
Observations and findings
Initially 10 years back, minor people were having mobile phones,
approximately 20% of the population. In the recent survey 9 out 10
respondents are having mobile connections. It means that 90% of
the population is having mobile connection. Which is more than 4times of the population 10 years back.
The survey shows that Airtel is the number 1 service
provider.
If CDMA is considered, RIM is the No.1 service provider in
Lucknow.
70
-
8/3/2019 Sandhya's Report 1
71/84
The survey done on respondents shows that 8 out of 10
respondents took prepaid connection in comparison of
postpaid. i.e. 80% mobile users prefer pre-paid connection.
Prepaid connection are most preferred because of
Promotional Activities from Prepaid connection inLucknow are satisfactory.
Respondents like to avoid monthly bills.
6 out of 10 respondents are unaware of High speed data card
of Reliance communications.
Data card is most preferred because of its processing speed
followed by entry cost and charges.
9 out of 10 respondents are satisfied with ReliancesCommunication.
The rating of Reliance Services shows that 6 out of 10 personsare satisfied
71
-
8/3/2019 Sandhya's Report 1
72/84
LIMITATIONS
72
-
8/3/2019 Sandhya's Report 1
73/84
LIMITATIONS
Time and Finance factor are the major constraints in
research.
It is impossible to contact each and every customer.
The time duration of the project was limited and was not
sufficient to study all the service of Reliance
Communication.
Sample lot size does not reflect the actual response of every
user.
73
-
8/3/2019 Sandhya's Report 1
74/84
RECOMMENDATION
Recommendation
1. Customers should not face problem in activation because
customer are assets of the company and if activation will be
fast then customer will be happy. Company should reduce the
activation time period of SIM.
74
-
8/3/2019 Sandhya's Report 1
75/84
2. E Recharge service should be improved. Recharge should be
done within few minutes (fast) and instant balance should be
shown to the customers.
3. There should be more visibility inside the retail outlet. Poster
and pamphlets of new schemes should be available in every
outlet.
4. Number of Customer care counter should be increased in each
outlet.
It should be always remembered that employees work for the
company and company work for the customer
CONCLUSION
75
-
8/3/2019 Sandhya's Report 1
76/84
CONCLUSION
In the present scenario where Communication mediums have
brought a paradigm shift in the growth rate of all socio economic
aspects, One can never leave MOBILE business contribution
towards the same in presence of other mediums of
communication such as television. In the journey from its advent
to the present it has seen miles to be recognized as MOBILITY
Business now.
Reliance communication is the No. 1 Telecom Service Provider in
Lucknow Circle as far as CDMA business is concerned.
However, Airtel being No 1 service provider considering the GSM
Market as a whole.
People prefer prepaid connection over postpaid connection,
almost in every segment / category class liking / takes for
prepaid connection in comparison to postpaid connection.
Despite the fact of comparatively lower tariff, less services
related issue & no hassle of recharging in postpaid people prefer
prepaid connection.
People prefer prepaid over postpaid basically to administrator
their expenses & to avoid monthly bill.
As per subscriber / service user Network is the first & foremost
criteria for the selection of particular operators service (Network
consists of coverage plus connectivity.
76
-
8/3/2019 Sandhya's Report 1
77/84
In this era of global competition & highest value for money
proposition, call tariff comes just next to Network .
Customer service is the other major area of concern for any
service provider to accrue & retain customers. Reliance is the
trend setter organization in terms of providing customer
resolution or customer service.
Reliance has started providing face to face customer resolution
to its subscriber through in all most each & every city across
India which competition does through call centers.
Value added services are rapidly gaining importance & it is going
to one of the key deciding factor in the time to come.
Even lower handsets cost & lower entry cost plays a pivotal role
in the decision for service provider.
77
-
8/3/2019 Sandhya's Report 1
78/84
BIBLIOGRAPHY
BIBLIOGRAPHY
For the purpose of the preparation of the project and giving it the
valuable paper form, with an intention that this information can be
used by other also, a helping hand is taken from the most precious
reserve of the knowledge i.e. the books
78
-
8/3/2019 Sandhya's Report 1
79/84
The books concerned for the accomplishment of the project are as
below: -
The introduction manual provided by Reliance Communications
MARKETING MANAGEMENT Author: Philip Kotler
RESEARCH METHODOLOGFY Author: C R Kothari
Websites Visited:-
www.reliancemobile.com
www.reliancecommunication.com
www.indiainfo.com
79
http://www.reliancemobile.com/http://www.relianceinfocomm.com/http://www.indiainfo.com/http://www.reliancemobile.com/http://www.relianceinfocomm.com/http://www.indiainfo.com/ -
8/3/2019 Sandhya's Report 1
80/84
ANEXURE
80
-
8/3/2019 Sandhya's Report 1
81/84
QUESTIONNAIRE
Personal information:-
Name: -----------------------------------------------------------
Occupation: -----------------------------------------------------
Age group :
1. 18 to 25 yrs 2. 26 to 30 yrs 3.
31 to 40 yrs
4. 36 to 45 yrs 5. 45 yrs &above
Income group: (per month)
1. Below 5000 2. 5k to 10 k 3.
10k to 15k
4. 15k to 20k 5. 20k & above
1) Do you have a mobile connection?
1. Yes 2. No
2) If yes, which companys service do you have?
* If no which companies do you think the best service provider
or if you decide, which companies connection would you like
to have?
1. BSNL 2. RIM 3. Tata Indicom
5. Vodafone 6.Airtel 7. Any other pls
specify...
3) Which of mobile service you use?
1. Prepaid 2. Postpaid
4) Why you use prepaid Services?
81
-
8/3/2019 Sandhya's Report 1
82/84
1. To administer the expenses 2. To avoid
monthly bill
3. To avail better promotional schemes 4. Any other
5) Which feature is the most important for you?
1. Network 2. Value added
service
3. Lower entry cost 4. Low call rates
6) Pls rank your priority from 1 to 8-
1. Coverage 2. Call rates 3.value added
services
4. Connectivity 5.hand sets 6. Internet
connectivity
7. Entry cost 8 .customer service requests
7) What is the strong point of RCOM service in comparison to
competitors?
1. Network 2. Better data services
3. Handsets assortment
4. Voice clarity 5. Low call rates 6.
Better customer service
8) Do you have a fixed line service at home?
1. Yes 2. No
If, yes pls tick the service provider.
82
-
8/3/2019 Sandhya's Report 1
83/84
1. BSNL 2. Airtel 3. Tata
Walky
4 Reliance FWP 5. Any other pls specify
..
9) Are you aware of the high speed data card services of
RCOM?
1. Yes 2. No 3. User
10) What are the strong points of data card services of
RCOM in comparison to competitors? pls rank
1. Speed 2. Connectivity
3. Charges
4. Entry cost 5. Customized plan
11) Are you satisfied with the services of RCOM?
1. Yes 2. No
12) How do you rate RCOM services?
1. Extremely satisfying 2. Satisfying3. Average
4. Poor 5. Extremely dissatisfying
83
-
8/3/2019 Sandhya's Report 1
84/84