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    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.

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    INTRODUCTION

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    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

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    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.

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    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

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    INDUSTRY

    ANALYSIS

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    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.

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    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

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    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

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    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

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    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

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    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

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    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

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    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:

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    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.

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    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.

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    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

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    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

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    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.

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    COMPANY

    ANALYSIS

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    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

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    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

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    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

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    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.

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    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.

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    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
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    http://www.reliancegeneral.co.in/insurance/home.htm
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    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.

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    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

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    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.

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    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

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    Who says you have to travel out of station to meet 'outstation'

    people?

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    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.

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    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.

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    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.

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    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.

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    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.

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    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

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    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.

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    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.

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    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.

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    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

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    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:

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    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.

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    OBJECTIVE & SCOPEOF THE RESEARCH

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    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

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    where Consumer behavior brings the scope to study the PROSPECTS

    for the chain better.

    RESEARCH

    METHODOLOGY

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    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

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    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.

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    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.

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    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

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    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

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    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.

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    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.

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    DATA ANALYSIS

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    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.

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    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.

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    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.

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    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

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    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.

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    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.

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    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

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    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?

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    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.

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    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.

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    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.

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    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.

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    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.

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    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

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    LIMITATIONS

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    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.

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    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.

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    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

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    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.

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    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.

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    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

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    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

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    http://www.reliancemobile.com/http://www.relianceinfocomm.com/http://www.indiainfo.com/http://www.reliancemobile.com/http://www.relianceinfocomm.com/http://www.indiainfo.com/
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    ANEXURE

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    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?

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    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.

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    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

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