final project of relience 2

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SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL

FULFILLMENT OF MASTER OF MARKETING MANAGEMENT

0n

CUSTOMER SATISFACTION TOWARDSRELIANCE COMMUNICATION

SUBMITTED BY

ABHISHEK KUMAR SINGH

PGDM(2010-2012)

TARNINIG SUPERVISOR:- FACULTY GUIDE

MR. ANANAD SINGH PROF.NILESH B.ANUTE

ASM, RELIANCE SINGHAD INSTITUTE OF MANAGEMENT

VARANASI

Sinhgad Business School Vadgaon Campus,

Pune

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DECLARATION

I, ABHISHEK KUMAR SINGH from Sinhgad business school Pune did my

summer internship from RELIANCE COMMUNICATION LTD. For

completion of master of marketing management in Varanasi, U.P. from

dated 18th May 2011 to 07th july 2011 on topic CUTOMER

SATISFACTION TOWARDSRELIANCE COMMUNICATION declaring

that all the information given in this project report is true and correct .

I am also declaring that all the work in this project is done by me and this

report has never been submitted to anywhere else for award of any

degree/diploma.

Place : Varanasi

Date : ABHISHEK KUMAR SINGH

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CERTIFICATE

This is to certify that project titled CUSTOMER SATISFACTION TOWARDS

RELIANCE COMMUNICATION ForRELIANCE COMMUNICATION

LTD.VARANASI is bonafied work carried out by ABHISHEK KUMAR SINGH

2nd year student of MMM degree of university of Pune. He has work under my

guidance and director.

DIRECTOR: GUIDE:

( Dr. Danniel penkar) (Mr. Nilesh B. Anute)

Date: Date:

Place: siom, pune. Place: siom, pune.

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TABLE OF CONTENTS

Chapter No - Subject..

Chapter1. Introduction

Objective of the study

Global scenario

Indian overview

Scope of the study

Significance of the study

Literature review

Chapter 2 . Industry profile.

Growth , vision, value

Chapter 3 . Research methodology

Chapter 4. Data analysis and interpretation.

Chapter 5. Finding and recommendation.

Conclusion

Bibliography

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Questionnaire

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ACKNOWLEDGEMENT

It is a proud privilege on my part to express my sincere and humble gratitude to all

those people who have helped me directly or indirectly in the completion of this

project.

I pay sincere thanks who spent his valuable time and knowledge and gave me

wholehearted support and encouragement in carrying out this project.

I thank all those executives and non executives of RELIANCE

COMMUNICATION Pvt. Ltd who spent their valuable time in interacting and

giving their personal time in interviewing them.

I am thankful to my faculty for supporting me and guiding me throughout the

project.

ABHISHEK KUMAR SINGH

PGDM

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CHAPTER 1

INTRODUCTION

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INTRODUCTION

World telecom industry is an uprising industry, proceeding towards a goal of achieving two third

of the world's telecom connections. Over the past few years information and communications

technology has changed in a dramatic manner and as a result of that world telecom industry is going

to be a booming industry. Substantial economic growth and mounting population enable the rapid

growth of this industry.

The world telecommunications market is expected to rise at an 11 percent compound annual growth

rate at the end of year 2010. The leading telecom companies like AT&T, Vodafone, Verizon, SBC

Communications, Bell South, Qwest Communications are trying to take the advantage of this

growth. These companies are working on telecommunication fields like broadband technologies,

EDGE(Enhanced Data rates for Global Evolution) technologies, LAN-WAN inter networking,

optical networking, voice over Internet protocol, wireless data service etc.

Economical aspect of telecommunication industry: World telecom industry is taking a crucial part

of world economy. The total revenue earned from this industry is 3 percent of the gross world

products and is aiming at attaining more revenues. One statistical report reveals that approximately

16.9% of the world population has access to the Internet.

Present market scenario of world telecom industry: Over the last couple of years, world

telecommunication industry has been consolidating by allowing private organizations the

opportunities to run their businesses with this industry. The Government monopolies are now being

privatized and consequently competition is developing. Among all, the domestic and small business

markets are the hardest.

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OBJECTIVES OF THE STUDY

The following are the objectives of the study.

1. To know the customer satisfaction of Reliance data card users.

2. To know the perception of customer about Reliance Data card.

3. To understand the factors that decide of the satisfaction of the customers while buying a data

card.

.

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GLOBAL SCENARIO

Until the 1980s the world telecommunications systems had a simply administrative structure. The

United States telephone service was supplied by a regulated monopoly, American Telephone and

Telegraph (AT&T). Telegraph service was provided mainly by the Western Union Corporation. In

almost all other countries both services were the monopolies of government agencies known as

PTTs (for Post, Telephone, and Telegraph). In the United States beginning in 1983, AT&T agreed

in a court settlement to divest itself of the local operating companies that provided basic telephonic

service. They remained regulated local monopolies, grouped together into eight regional companies.

AT&T now offers long distance service in competition with half a dozen major and many minor

competitors while retaining ownership of a subsidiary that produces telephonic equipment,

computers and other electronic devices. During the same period Great Britains national telephonecompany was sold to private investors as was Japans NTT telephone monopoly. For telegraphy and

data transmission, Western Union was joined by other major companies, while many multinational

firms formed their own telecommunications services that link offices scattered throughout the

world. New technology also brought continuing changes in the providers of telecommunication.

Private companies such as Comsat in the United States were organized to provide satellite

communication links within the country.

Around the world we are witnessing remarkable changes to the telecoms environment. After years

of debate, structural separation is now taking place in many parts of the world including Hong

Kong, New Zealand, Singapore and some European markets. Structural separation or at least full-

blown operational separation is required to advance the entire industry and to create new business

opportunities and innovations which will benefit our society, our economy and ultimately our

industry.

The focus is also shifting away from broadband to what it can actually achieve. Next Generation

Telecommunications better describes this new environment and is essential for the emerging digital

economy. Important services that depend on NGT include tele health, e-education, e-business,

digital media, e-government and environmental applications such as smart utility meters.

In order to meet this burgeoning consumer demand for NGT applications, we are seeing increasing

investment in All-IP Next Generation Networks and fiber networks. A proper inventory of national

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infrastructure assets is required if we want to establish an efficient and economically viable national

broadband structure for these services. In the developing markets, next generations telecoms will

take the form of wireless NGNs (ie, LTE/WiMAX).

These are some of the elements of the broader ICT revolution that is unfolding before our very eyes.

We are right in the midst of the transition from old communications structures (mainly one-way

streets) to new structures that are fully-interactive and video-based.

One of the drivers behind the industry changes are the declining revenues experienced by the telcos

in their traditional markets. Over the past 10 years or so, fixed-line operators have been affected by

deregulation, a severe industry downturn, declining prices and major inroads by mobile services. In

addition, people are drifting to other forms of communication, such as email, online chat, and

mobile text messaging instead of the traditional phone.

This has also led to an increased need for bandwidth, which in turn has revived the submarine cable

sector. In recent times there have been many cable build-out announcements around the world, and

some major systems are again being constructed. Over 25 systems are expected to be built over the

next two to three years and network upgrades are also on the agenda for some existing systems.

It is clear that the mobile industry is also undergoing profound changes. The saturated developed

markets are forcing the industry to find new revenue streams and we are now seeing other

organizations such as media companies, content providers, Internet media companies and private

equity companies becoming involved in this market.

For the time being however, voice will remain the killer application for mobile with some data

services included as support services and niche market services. 4G (ie, WiMAX/LTE) is the real

solution for mobile data and by 2015 it is expected that the majority of mobile revenues will come

from data.

With the Internet economy, digital media and other telecommunications activities becoming further

established, the need for modern and efficient infrastructure is becoming more critical.

INDIAN OVERVIEW

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Today the Indian telecommunications network with over 375 Million subscribers is second largest

network in the world after China. India is also the fastest growing telecom market in the world with

an addition of 9- 10 million monthly subscribers. The teledensity of the Country has increased from

18% in 2006 to 33% in December 2008, showing a stupendous annual growth of about 50%, one of

the highest in any sector of the Indian Economy. The Department of Telecommunications has been

able to provide state of the art world-class infrastructure at globally competitive tariffs and reduce

the digital divide by extending connectivity to the unconnected areas. India has emerged as a major

base for the telecom industry worldwide. Thus Indian telecom sector has come a long way in

achieving its dream of providing affordable and effective communication facilities to Indian

citizens. As a result common man today has access to this most needed facility. The reform

measures coupled with the proactive policies of the Department of Telecommunications have

resulted in an unprecedented growth of the telecom sector.

The thrust areas presently are:

1. Building a modern and efficient infrastructure ensuring greater competitive environment.

2. With equal opportunities and level playing field for all stakeholders.

3. Strengthening research and development for manufacturing, value added services.

4. Efficient and transparent spectrum management

5. To accelerate broadband penetration

6. Universal service to all uncovered areas including rural areas.

7. Enabling Indian telecom companies to become global players.

Recent things to watch in Indian telecom sector are:

1. 3G and BWA auctions

2. MVNO

3. Mobile Number Portability

4. New Policy for Value Added Services

5. Market dynamics once the recently licensed new telecom operators start rolling out6. Services.

7. Increased thrust on telecom equipment manufacturing and exports.

8. Reduction in Mobile Termination Charges as the cost per line has substantially reduced

9. Due to technological advancement and increase in traffic.

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India's telecom sector has shown massive upsurge in the recent years in all respects of industrial

growth. From the status of state monopoly with very limited growth, it has grown in to the level of

an industry. Telephone, whether fixed landline or mobile, is an essential necessity for the people of

India. This changing phase was possible with the economic development that followed the process

of structuring the economy in the capitalistic pattern. Removal of restrictions on foreign capital

investment and industrial de-licensing resulted in fast growth of this sector. At present the country's

telecom industry has achieved a growth rate of 14 per cent. Till 2000, though cellular phone

companies were present, fixed landlines were popular in most parts of the country, with government

of India setting up the Telecom Regulatory Authority of India, and measures to allow new players

country, the featured products in the segment came in to prominence. Today the industry offers

services such as fixed landlines, WLL, GSM mobiles, CDMA and IP services to customers.

Increasing competition among players allowed the prices drastically down by making the mobile

facility accessible to the urban middle class population, and to a great extend in the rural areas.

Even for small shopkeepers and factory workers a phone connection is not an unreachable luxury.

Major players in the sector are BSNL, MTNL, Bharti Teleservices, Hutchison Essar, BPL, Tata,

Idea, etc. With the growth of telecom services, telecom equipment and accessories manufacturing

has also grown in a big way.

Indian Telecom sector, like any other industrial sector in the country, has gone through many phases

of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century,

the field of telephonic communication has now expanded to make use of advanced technologies like

GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, both the Public

Players and the Private Players are putting in their resources and efforts to improve the

telecommunication technology so as to give the maximum to their customers.

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SCOPE OF THE STUDY

The scope of the study is limited to the data card services offered by Reliance Communications.

Study objective is to examine the various factors which play their part in customer buying behavior

and the major dissatisfaction areas for the customers. The study considered the urban area of

Varanasi city. The sample under consideration consisted of the existing customers of RelianceCommunications.

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SIGNIFICANCE OF THE STUDY

The project I chose was a study on satisfaction for reliance datacard products.

The title is very much significant considering the present global scenario. The level is the basic for

a company to its products in the market, if the customers are not aware of the, there be no sale. The

companies have to keep a regular check on the satisfaction level of its customers to retain them. Thesurvey helps to find out the loopholes is the area of service being offered by the company.

Identifying those areas would help the company to minimize them and then they can go for

increasing customers.

Satisfied customers will help in bringing new customers for the company. Hence the study will help

in giving a solution to the company, so as to retain the existing customers.

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LITERATURE REVIEW:

Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its Performance Analysis

of Companies (April-June 2008) has analyzed the Indian telecom industry in the awake of

recent global recession and its overall impact on the Indian economy. With almost 5-6million

subscribers are being added every month, and the country is witnessing wild momentum in the

telecom industry, the Indian telecom industry is expected to maintain the same growth

trajectory.

Internet service providers in India, Rao (2000), provide a broad view of the role of an

Internet service provider (ISP) in a nascent market of India. Building local content,

foreknowledge of new Internet technologies, connecting issues, competitiveness, etc. would

help in their sustainability.

The role of technology in the emergence of the information society in India, Singh

(2005), describes the role that information and communication technologies are playing for

Indian society to educate them formally or informally which is ultimately helping India to

emerge as an information society.

T.H. Chowdary (1999) discusses how Telecom reform, or demonopolization, in India has

been bungled. Shaped by legislation dating back to the colonial era and post Second World War

socialist policies, by the mid-1980s India realized that its poor telecommunications

infrastructure and service needed reform. At the heart of the problem lay the monopoly by the

governments Department of Telecommunications (DOT) in equipment, networks and services.

The National Telecom Policy 1994 spelt out decent objectives for reform but tragically its

implementation was entrusted to the DOT. This created an untenable situation in which the

DOT became policymaker, licenser, regulator, operator and also arbitrator in disputes between

itself and licensed competitors. He discusses the question: Why did India get it so wrong? and

What India should do now?

Thomas (2007), in his article describes the contribution made by telecommunications in

India by the state and civil society to public service, this article aims to identify the states initial

reluctance to recognize telecommunications provision as a basic need as against the robust

tradition of public service aligned to the postal services and finds hope in the renewal of public

service telecommunications via the Right to Information movement. The article follows the

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methodology of studying the history of telecommunications approach that is conversant with the

political economy tradition. It uses archival sources, personal correspondence, and published

information as its research material. The findings of the paper suggests that public service in

telecommunication is a relatively new concept in the annals of Indian telecommunications

and that a deregulated environment along with the Right to Information movement holds

significant hope for making public service telecommunications a real alternative. The article

provides a reflexive, critical account of public service telecommunications in India and suggests

that it can be strengthened by learning gained from the continual renewal of public service

ideals and action by the postal services and a people-based demand model linked to the Right to

Information Movement. All studies done by the researcher suggests that the right to information

movement has contributed to the revitalization of participatory democracy in India and to a

strengthening of public service telecommunications.

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CHAPTER 2

INDUSTRY PROFILE

INDUSTRY PROFILE

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The Indian telecommunications industry is one of the fastest growing in the world and India is

projected to become the second largest telecom market globally by 2010.

India added 113.26 million new customers in 2008, the largest globally. In fact, in April 2008, India

had already overtaken the US as the second largest wireless market. To put this growth into

perspective, the countrys cellular base witnessed close to 50 per cent growth in 2008, with an

average 9.5 million customers added every month. According to the Telecom Regulatory Authority

of India (TRAI), the total number of telephone connections (mobile as well as fixed) had touched

385 million as of December 2008, taking the telecom penetration to over 33 per cent. This means

that one out of every three Indians has a telephone connection, and telecom companies expect this

pace of growth to continue in 2009 as well. "We are extremely bullish that the growth will continue

in 2009. This year, the number of additions will be in excess of 130 million," according to T.V.

Ramachandran , Director General, Cellular Operators Association of India (COAI), an industrybody that represents all Global System for Mobile communications (GSM) players in India.

According to CRISIL Research estimates, eight infrastructure sectors, which include the telecom

sector, are expected to draw more than US$ 345.28 billion investment in India by 2012.

With the rural India growth story unfolding, the telecom sector is likely to see tremendous growth in

India's rural and semi-urban areas in the years to come. By 2012, India is likely to have 200 million

rural telecom connections at a penetration rate of 25 per cent. And according to a report jointly

released by Confederation of Indian Industry (CII) and Ernst & Young, by 2012, rural users will

account for over 60 per cent of the total telecom subscriber base.

According to Business Monitor International, India is currently adding 8-10 million mobile

subscribers every month. It is estimated that by mid 2012, around half the country's population will

own a mobile phone. This would translate into 612 million mobile subscribers, accounting for a

tele-density of around 51 per cent by 2012. It is projected that the industry will generate revenues

worth US$ 43 billion in 2009-10.

GROWTH IN SEGMENTS

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According to a Frost & Sullivan industry analyst, by 2012, fixed line revenues are expected to touch

US$ 12.2 billion while mobile revenues will reach US$ 39.8 billion in India. Fixed line capex is

projected to be US$ 3.2 billion, and mobile capex is likely to touch US$ 9.4 billion.

Further, according to a report by Gartner Inc., India is likely to remain the world's second largest

wireless market after China in terms of mobile connections. According to recent data released by

the COAI, Indian telecom operators added a total of 10.66 million wireless subscribers in December

2008. Further, the total wireless subscriber base stood at 346.89 million at the end of December

2008.

The overall cellular services revenue in India is projected to grow at a CAGR of 18 per cent from

2008-2012 to exceed US$ 37 billion. Cellular market penetration will rise to 60.7 per cent from 19.8

per cent in 2007.

The Indian telecommunications industry is on a growth trajectory with the GSM operators adding a

record 9.3 million new subscribers in January 2009, taking the total user base to 267.5 million,

according to the data released by COAI. However, this figure does not include the number of

subscribers added by Reliance Telecom.

In WiMax, India is slated to become the largest WiMAX market in the Asia-Pacific by 2013. A

recent study sees India's WiMAX subscriber base hitting 14 million by 2013 and growing annually

at nearly 130 per cent. And investments in WiMAX ventures are slated to top US$ 500 million in

India, according to a report by US-based research and consulting firm, Strategy Analytics.

VALUE-ADDED SERVICES MARKET

A report by market research firm IMRB stated that the mobile value-added services (MVAS)

industry was valued at US$ 1.15 billion in June 2008, and is expected to grow rapidly at 70 per cent

to touch US$ 1.96 billion by June 2009.

Currently, MVAS in India accounts for 10 per cent of the operator's revenue, which is expected to

reach 18 per cent by 2010. According to a study by Stanford University and consulting firm BDA,

the Indian MVAS is poised to touch US$ 2.74 billion by 2010.

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Mobile advertising, which is an important VAS segment, offers great potential to become an

important revenue source. Marketers are increasingly using MVAS as a step ahead of SMS-based

marketing to sell soaps and shampoos, banking, insurance products and also entertainment services,

and rural markets are proving to be very receptive for such marketing.

Further, Venture Capitalists like Canaan Partners, Draper Fisher Juvertson, Helion, and Nexus India

are also innovating with services like mobile payment options, advertising, voice-based SMS and

satellite video streaming.

According to Venture Intelligence, there were nine deals worth US$ 41 million in 2007 in the

mobile VAS space, and till August 2008, seven deals worth US$ 91 million had already been

finalized. Presently, mobile VAS has a US$ 700 million market with a 20 per cent y-o-y growth,

which is likely to touch US$ 3 billion by 2012.

A DREAM COME TRUE

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The Late Dhirubhai Ambani dreamt of a digital India an India where the common man would

have access to affordable means of information and communication. Dhirubhai, who single-

handedly built Indias largest private sector company virtually from scratch, had stated as early as

1999: Make the tools of information and communication available to people at an affordable cost.

They will overcome the handicaps of illiteracy and lack of mobility.

It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started

laying 60,000 route kilometers of a pan-India fiber optic backbone. This backbone was

commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though

sadly after his unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline) and

convergent (voice, data and video) digital network. It is capable of delivering a range of services

spanning the entire infocomm (information and communication) value chain, including

infrastructure and services for enterprises as well as individuals, applications, and consulting.

Today, Reliance Communications is revolutionizing the way India communicates and networks,

truly bringing about a new way of life.

About Sh. Dhirubhai Ambani

Few men in history have made as dramatic a contribution to their countrys economic fortunes as

did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still have left behind a legacy that is

more enduring and timeless.

As with all great pioneers, there is more than one unique way of describing the true genius of

Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot, the leader of men,

the architect of Indias capital markets, the champion of shareholder interest. But the role Dhirubhai

cherished most was perhaps that of Indias greatest wealth creator. In one lifetime, he built, starting

from the proverbial scratch, Indias largest private sector enterprise.

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When Dhirubhai embarked on his first business venture, he had a seed capital of barely US$ 300

(around Rs 14,000). Over the next three and a half decades, he converted this fledgling enterprise

into a Rs 60,000 crore colossusan achievement which earned Reliance a place on the global

Fortune 500 list, the first ever Indian private company to do so.

Dhirubhai is widely regarded as the father of Indias capital markets. In 1977, when Reliance

Textile Industries Limited first went public, the Indian stock market was a place patronized by a

small club of elite investors which dabbled in a handful of stocks.

Undaunted, Dhirubhai managed to convince a large number of first-time retail investors to

participate in the unfolding Reliance story and put their hard-earned money in the Reliance Textile

IPO, promising them, in exchange for their trust, substantial return on their investments. It was to be

the start of one of great stories of mutual respect and reciprocal gain in the Indian markets.

Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of the greatest growth

stories in corporate history anywhere in the world, and went on to become Indias largest private

sector enterprise.

Through out this amazing journey, Dhirubhai always kept the interests of the ordinary shareholder

uppermost in mind, in the process making millionaires out of many of the initial investors in the

Reliance stock, and creating one of the worlds largest shareholder families.

VISION

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We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge

information and communication services affordable to all individual consumers and businesses in

India.

We will offer unparalleled value to create customer delight and enhance business productivity.

We will also generate value for our capabilities beyond Indian borders and enable millions of India's

knowledge workers to deliver their services globally.

INDIAS LEADING INTEGRATED TELECOM COMPANY

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG)

of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange, it is Indias

leading integrated telecommunication company with over 77 million customers.

Our business encompasses a complete range of telecom services covering mobile and fixed line

telephony. It includes broadband, national and international long distance services and data services

along with an exhaustive range of value-added services and applications. Our constant endeavor is

to achieve customer delight by enhancing the productivity of the enterprises and individuals we

serve.

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002, coinciding with

the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was among the initial initiatives

of Reliance Communications. It marked the auspicious beginning of Dhirubhais dream of ushering

in a digital revolution in India. Today, we can proudly claim that we were instrumental in

harnessing the true power of information and communication, by bestowing it in the hands of the

common man at affordable rates.

We endeavor to further extend our efforts beyond the traditional value chain by developing anddeploying complete telecom solutions for the entire spectrum of society.

LOOKING BACK, LOOKING FORWARD

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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 Limited) to financial services (Reliance Capital Ltd) and the generation and

distribution of power (Reliance Infrastructure Limited).

Reliance ADA Groups flagship company, Reliance Communications, is India's largest private

sector information and Communications Company, with over 77 million subscribers. It has

established a pan-India, high-capacity, integrated (wireless and wireline), convergent (voice, data

and video) digital network, to offer services spanning the entire infocomm value chain.

Other major group companies Reliance Capital and Reliance Infrastructure are widely

acknowledged as the market leaders in their respective areas of operation.

CHAIRMAN'S PROFILE

Anil D. Ambani25
http://www.rbe.co.in/https://www.reliancepms.com/webfincrm/login.jsp;jsessionid=F0A3B295058BD4A2CDDE976E5C6F4D4Fhttp://www.reliancegeneral.co.in/insurance/home.htmlhttp://www.relianceadagroup.com/adportal/ADA/index.jsphttp://www.reliancelife.co.in/http://www.rcom.co.in/http://www.harmonyindia.org/http://www.reliancemutual.com/http://rel.co.in/


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Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D. Ambani,48,

is the chairman of all the listed companies of the Reliance ADA Group, namely Reliance

Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited.

He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and

Communication Technology, Gandhi Nagar, Gujarat.

Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries

Limited (RIL), Indias largest private sector enterprise.

Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved

in every aspect of the companys management over the next 22 years. He is credited with having

pioneered a number of path-breaking financial innovations in the Indian capital markets. He

spearheaded the countrys first forays into the overseas capital markets with international public

offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed

Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee

bond issue for the company in January 1997.

He is a member of:

Wharton Board of Overseers, The Wharton School, USA

Central Advisory Committee, Central Electricity Regulatory Commission

Board of Governors, Indian Institute of Management, Ahmedabad

Board of Governors Indian Institute of Technology, Kanpur

In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha,

Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006.

Awards and Achievements:

Conferred the CEO of the Year 2004 in the Platts Global Energy Awards

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Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business

Barons TNS Mode opinion poll, 2004

Conferred The Entrepreneur of the Decade Award by the Bombay Management

Association, October 2002

Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum

(WIEF) in recognition of his contribution to the establishment of Reliance as a global leader

in many of its business areas, December 2001

Selected by Asiaweek magazine for its list of Leaders of the Millennium in Business and

Finance and was introduced as the only new hero in Business and Finance from India,

June 1999.

CORPORATE GOVERNANCE

Organizations, like individuals, depend for their survival, sustenance and growth on the support and

goodwill of the communities of which they are an integral part, and must pay back this generosity in

every way they can

This ethical standpoint, derived from the vision of our founder, lies at the heart of the CSR

philosophy of the Reliance ADA Group.

While we strongly believe that our primary obligation or duty as corporate entities is to our

shareholders we are just as mindful of the fact that this imperative does not exist in isolation; it is

part of a much larger compact which we have with our entire body of stakeholders: From

employees, customers and vendors to business partners, eco-system, local communities, and society

at large.

We evaluate and assess each critical business decision or choice from the point of view of diversestakeholder interest, driven by the need to minimize risk and to pro-actively address long-term

social, economic and environmental costs and concerns.

For us, being socially responsible is not an occasional act of charity or that one-time token financial

contribution to the local school, hospital or environmental NGO. It is an ongoing year-round

commitment, which is integrated into the very core of our business objectives and strategy.

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Because we believe that there is no contradiction between doing well and doing right. Indeed, doing

right is a necessary condition for doing well.

DEPARTMENTAL STRUCTURE

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CHAPTER 3

RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY

2.1 Research Methodology

Research in common parlance refers to search for knowledge. Research is an academic activity and

as such it is used in a technical sense. According to Clifford woody, research comprises defining

and redefining problems, formulating hypothesis or suggested solutions, collecting, organizing and

evaluating data, making deductions and reaching conclusions and at last carefully testing the

conclusions to determine whether they fit the formulating hypothesis.

Type of Research

1. Analytical Research: The researcher uses facts and information already available to analyze

these to make a critical evaluation of the material.

2. Descriptive Research: Includes surveys and fact-finding enquiries of different kinds. Its purpose

is to describe the states of affairs as it exists at present and the researcher has no control over the

variables. It includes attempts by researchers to discover causes even they cannot control variables.

It is known as ex post facto studies.

\3. Fundamental Research: It is concerned with generalizations and with the formulation of a

theory. Research studies concerning some natural phenomenon or relating to pure mathematics or

concerning human behavior are all fundamental research studies.

4. Applied Research: It aims at finding a solution for an immediate problem faced by the society or

an industrial/ business organization like identifying social , economic or political trends that may

effect a particular institution or the marketing research or the evaluation research.

5. Conceptual Research: It is related to some abstract idea or theory and is generally used by

philosophers and thinkers to develop new concepts or reinterpret existing ones.

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6. Empirical Research: It relies on experience or observation alone, often without due regard for

system and theory. It is data based research, coming up with conclusions, which are capable of

being verified with observation or experiment.

7. Quantitative Research: It is based on the measurement of the qualitative phenomenon, i.e.

phenomena relating to or involving quality or kind. Qualitative research is especially important in

the behavioral sciences where the aim is to discover the underlining motives of human behavior.

8.Qualitative Research: It is concerned with the qualitativephenomenon, i.e. phenomena relating

to or involving quality or kind. Qualitative research is especially important in the behavioral

sciences where the aim is to discover the underlying motives of human behavior.

The research was done in Varanasi. It was a convenience based sampling

and was based on interviewing of the Idea customers & Competitive customers through a

formulated Questionnaire. The sample size was of 200 customers each. The customers were asked a

set of questions about the present market scenario customer satisfaction.

The research was a combination of both Descriptive and Qualitative type of research. As the data

used is collected through questionnaires and it deals with attributes of service satisfaction index

which comes under the descriptive and qualitative type of research.

Research Process

Various steps involved in the research done on Falling Sales Satisfaction Index are:

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1. Extensive literature survey- before starting the research an in-depth study of the topic was

done to form a clean picture of what and how the research is to be carried out.

2. Formulating the research Problem- the next step was to find out the problem of the case.

Then the problem was understood thoroughly and rephrasing the same into meaningful

terms from an analytical point of view. The step is f greatest importance in the entire

research.

3. Design of the Questionnaire- A questionnaire was developed for the survey. The

questionnaire is of structured type.

4. Determining the sample size-Next step is to determine the sample size which could lead

to result. So a total of 50 people were approached.

5. Collection of data- the data was collected from various customers.

6. Analysis of data- The data collected from various customers was segregated into the

various categories(segment wise) in order to analyze it

7. Generalization and Interpretation- The data was tested and upheld several times, and then

some generalization were drawn from the analysis.

8. Preparation of the report or the thesis- lastly the report about the research is made.

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Research Design

A questionnaire was used to do the research. The research design adapted to conduct this study was

exploratory in nature as information needed was defined loosely and the research process was

flexible and unstructured. The data gathered through primary research is qualitative in nature. The

study is further followed by the conclusive research where information needed is clearly defined.

Research process further is more formal and structured. The qualitative data is further collated in

quantitative format to have a clearer picture.

The research design in this study is also descriptive in nature. Like a descriptive study it tries to

discover answers to the questions who, what, when, where, and, sometimes, how. The attempt has

been made to describe or define a subject, by creating a profile of a group of problems and people

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DATA COLLECTION

Data is the source on which the working of project depends. In simple terms it means information.

This information can be collected through two methods i.e. Primary method and Secondary method.

The information, which is directly collected from the respondents, is called primary data. The

primary data is considered to be authentic as it is collected directly from the respondents. The

methods used in the project in order to collect primary data were through questionnaire.

Methods of collecting data

Data was collected from the following methods:

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Primary Resources

1. By interaction with customers and getting the questionnaire filled. Feedback

along with responses, was collected from the customers using different Service providers.

2. Observation.

Secondary Resource

1. Available resources in company.

2. Internet.

1. Surveys 1. Available resources in company

2. Questionnaire 2. Internet

3. Observation 3.magzines

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COLLECTION

OF DATA

PRIMARY

DATA

SECONDARY

DATA


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Sample Design

Random systematic sample was selected.

Sampling

Details of the survey conducted

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SAMPLING

Probability

Sampling

Non Probability

Sampling

Random Sampling


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Survey for general public

Sample Size

100

Sample Area

Varanasi

SamplingNon probability convenience sampling

Type of questionnaire Structured

No. questions involved9 questions

Types of questions

Most of them are close ended except few

are open ended although the parameter to

judge that questions were objective

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CHAPTER 4

DATA ANALYSIS AND

INTERPRETATION

ANALYSIS AND INTERPRETATION

Q. Age group of respondents.

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Age Group Number of Respondents Percentage

20-25 44 44%

25-35 32 32%

35-45 18 18%

Above 45 6 6%

Total 100 100%

20-25

40%

25-35

29%

35-45

16%

above 45

15%

20-25

25-35

35-45

above 45

Figure 1: Age group of the respondents

INTERPRETATION:

44% of the respondents are between the age group 20 25.



6% of the respondents are above 45 years of age.

Q. Occupation of the respondents.

Occupation Number of Respondents Percentage

Students 34 34%

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Business 52 52%

Govt. Services 10 10%

Professionals 4 4%

Total 100 100%

Students

34%

Businessmen

52%

Govt. Service

10%

Professionals

4%

Students

Businessmen

Govt. Service

Professionals

INTERPRETATION:

34% of the respondents are Students.

52% of the respondents are Businessmen.

10% of the respondents are from Govt. Services.

4% of the respondents are Professionals.

Table: 1

1) Since when are you using data card?

(a) 2 months (b) 4 months (c) 6 months (d) one year or more than one year

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INTERPRETATION:

15% of the respondents are using data card from 2 months.



40% of the respondents are using data card from one year or more than one

year.

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Table : 2

2) Which type of data card are you using?

(a) 2G (b) Broad band (c) HSDC (High Speed Data Card)

Data card No. of Respondents Percentage

2G 18 18%

Broad band 30 30%

HSD 52 52%

Total 100 100%

INTERPRETATION:

18% of the respondents are using 2G data card.

30% of the respondents are using Broad band.

52% of the respondents are using High Speed Data Card.

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Table: 3

3) Do you think Reliance data card meets your expectation in terms of performance and quality?(a) All the time (b) Most at the time (c) Some at the time

Expectation No. of Respondents Percentage

All the time 44 44%

Most at the time 32 32%

Some at the time 24 24%

Total 100 100%

INTERPRETATION: 44% of the respondents expectation regarding performance and quality is all

the time.

32% of the respondents expectation regarding performance and quality is most

at the time.

24% of the respondents expectation regarding performance and quality is some

at the time.

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Table: 4

4) What attaract you more to reliance data cards from its competitors?(a) Price (b) Product quality(c) Network (d) Customer care service

No. of Respondents Percentage

Price 16 16%

Product quality 32 32%

Network 40 40%

Customer care service 12 12%

Total 100 100%

INTREPRETATION: 16% of the respondents attract with its price.

32% of the respondents attract with product quality.

40% of the respondents attract with its network.

12% of the respondents attract with customer care services.

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Table: 5

5) Are you satisfied from reliance data card?(a) Yes (b) No

No. of respondents Percentage

Yes 65 35%

No 35 35%

Total 100 100%

INTERPRETATION: 65% of the respondents are satisfied from Reliance.

35% of the respondents are not satisfied from Reliance.

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Table: 6

6) How much satisfied are you with reliance data card?(a) Highly satisfied (b) Satisfied (c) Neutral (d) Dissatisfied(e) Highly dissatisfied

Option No. of Respondents Percentage

Highly satisfied 45 45%

Satisfied 20 20%

Neutral 15 15%

Dissatisfied 10 10%

Highly dissatisfied 10 10%

Total 100 100%

INTERPRETATION:

45% of the respondents is highly satisfied with Reliance data card.





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7) Rate the following with regards to Reliance datacard.

Service Excellent Very good Good Average Poor

NETWORK

NEWSCHEMEANDOFFERS

INTERNETSPEED

COST

CUSTOMERCARESERVICES

RECHARGEOUTLETS

PRICE

QUALITY

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Q. Rate the following services on the basis of your satisfaction.

Table: 7 (a)

1) Network:

Satisfaction Level No. of respondents Percentage

Excellent 11 11%

Very good 18 18%Good 21 21%Average 32 32%Poor 18 18%

Total 100 100%

Excellent

11%Very good

18%

Good

21%

Average

32%

Poor

18%Excellent

Very good

Good

Average

Poor

Figure10-a: Satisfaction level for network

INTERPRETATION:

11% of the respondents rated excellent for the network.

18% of the respondents rated very good for the network.

21% of the respondents rated good for the network.

32% of the respondents rated average for the network.

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Table: 7 (c)

3) Internet speed:

Satisfaction Level No. of respondents PercentageExcellent 4 9%Very good 7 15%Good 21 46%Average 8 17%

Poor 6 13%Total 46 100%

Excellent

9% Very good

15%

Good

46%

Average

17%

Poor

13%Excellent

Very good

GoodAverage

Poor

Figure 10-c: Satisfaction level for internet speed

INTERPRETATION:

9% of the respondents rated excellent for internet speed.

15% of the respondents rated very good for internet speed.

46% of the respondents rated good for internet speed.

17% of the respondents rated average for internet speed.

13% of the respondents rated poor for internet speed.

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Table: 7 (d)

4) Cost:


Poor 5 5%Total 100 100%

Excellent

2%Very good

14%

Good

16%

Average

63%

Poor

5% Excellent

Very good

GoodAverage

Poor

Figure10-d: Satisfaction level for cost

INTERPRETATION:

2% of the respondents rated excellent for cost.

14% of the respondents rated very good for cost.

16% of the respondents rated good for cost.

63% of the respondents rated average for cost.

5% of the respondents rated poor for cost.

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Table: 7 (e)

5) Customer care:


Poor 32 32%Total 100 100%

Excellent

0%Very good

14%

Good

23%

Average

31%

Poor

32%Excellent

Very good

GoodAverage

Poor

Figure10-e: Satisfaction level for customer care

INTERPRETATION:

0% of the respondents rated excellent for customer care.

14% of the respondents rated very good for customer care.

23% of the respondents rated good for customer care.

31% of the respondents rated average for customer care.

32% of the respondents rated poor for customer care.

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Table: 7 (f)

6) Recharge outlets:


Poor 7 7%Total 100 100%

Excellent

10%Very good

19%

Good

51%

Average

13%

Poor

7%Excellent

Very good

GoodAverage

Poor

Figure 10-f: satisfaction level for recharge outlets

INTERPRETATION:

10% of the respondents rated excellent for recharge outlets.

19% of the respondents rated very good for recharge outlets.

51% of the respondents rated good for recharge outlets.

13% of the respondents rated average for recharge outlets.

7% of the respondents rated poor for recharge outlets

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Table: 7 (g)

7) Price:

Satisfaction Level No. of respondents Percentage

Excellent 11 11%

Very good 18 18%Good 21 21%Average 32 32%Poor 18 18%

Total 100 100%

Excellent

11%Very good

18%

Good

21%

Average

32%

Poor

18%Excellent

Very good

Good

Average

Poor

INTERPRETATION:

11% of the respondents rated excellent for the price.

18% of the respondents rated very good for the price.

21% of the respondents rated good for the price.

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32% of the respondents rated average for the price.

18% of the respondents rated poor for the price.

Table: 7 (h)

8) Quality:

Satisfaction Level No. of respondents PercentageExcellent 6 6%Very good 20 20%Good 27 27%

Average 34 34%Poor 13 13%

Total 100 100%

Excellent

6% Very good

20%

Good

27%

Average

34%

Poor

13%Excellent

Very good

Good

Average

Poor

Figure 10-b: Satisfaction level for new schemes and offers

INTERPRETATION:

6% of the respondents rated excellent for quality.

20% of the respondents rated very good for quality.

27% of the respondents rated good for quality.

34% of the respondents rated average for quality.

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13% of the respondents rated poor for quality.

Table: 8

8) Would you like to recommend Reliance to others?(a) Yes (b) No

No. of respondents Percentage

Yes 65 35%

No 35 35%

Total 100 100%

INTERPRETATION:

65% of the respondents would like to recommend Reliance to others.

35% of the respondents would like to recommend Reliance to others.

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9) Any suggestions ?

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CHAPTER 5

FINDINGS AND RECOMMENDATIONS

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FINDINGS:

The level of awareness of their FWP, Broadband, HSDC is very low

. Only 5% of the people came to know about the products through sales executives.

The RIM post paid has seen a major decline in its users because of the tough competitiongiven by the prepaid services.

Around 2/3rd of the people are dissatisfied and majority of them reasons are poor customercareservice, billing errors and higher cost.

The sales executives are not properly trained as they could not explain the schemes properly

so they just try to tell to the customer about their RIM post paid service and not about otherthree services. This is the main reason for the lack in sales of their internet services.

A majority of the customers look for the price and after sales services before choosing the

products.

Half of the population interviewed rated either average or poor for the network.

More than 3/4th of the population does not like the new schemes and offers introduced bythecompany.

The cost of the products is too high for the customer to buy them. Moreover the major

problem is that several packs are activated without any prior intimation and their price is

included in the bills later, which is the major reason for dissatisfaction.

Around 2/3rd of the people gave average or poor ratings to the customer care and said that

their complaints are either not heard or they are dealt very late.

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RECOMMENDATIONS:

The company should emphasize more on the spreading the awareness for their products

because the level of awareness of their FWP, Broadband, HSDC is very low.

The sales executives should play a major part in spreading awareness because only 5% of

the people came to know about the products through sales executives. Sales executives may

also help the company generating prospects, hence sales for the company.

The RIM post paid has seen a major decline in its users because of the tough competition

given by the prepaid services. Hence the company should now focus more on the internetservices as there is a huge market for them to cover.

Around 2/3rd of the people are dissatisfied and majority of them reasons are poor customer

care service, billing errors and higher cost. The company should train their employees

properly so that they have sufficient knowledge about the products and the bills should be

made more transparent so that the customers could easily understand them.

The sales executives are not properly trained as they could not explain the schemes properly

so they just try to tell to the customer about their RIM post paid service and not about other

three services. This is the main reason for the lack in sales of their internet services.

A majority of the customers look for the price and after sales services before choosing the

products. So the company should plan accordingly to increase their sales.

Half of the population interviewed rated either average or poor for the network. So network

can be improved by planting more towers in different parts of the city where the company

does not have the signals.

More than 3/4th of the population does not like the new schemes and offers introduced by the

company. So a proper survey should be conducted and more attractive and useful schemes

must be introduced.

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CONCLUSION :

As there is a healthy competition given by the existing players in the industry, lack or degradation

in any of the services may affect the company badly. With the excellent rural awareness and rural

market share in telecom services, the company should also try to boost up their urban market share.

This could only be done with the help of a team of properly trained and dedicated employees.

Moreover there is a huge market for the internet sector which can be captured by giving the

customer, the services according to their needs.

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BIBLIOGRAPHY

http://www.indiaonestop.com/fdi-telecom.htm

http://www.trai.gov.in/Default.asp

http://www.rcom.co.in/webapp/Communications/rcom/index.jsp

http://trak.in/Tags/Business/category/telecommunication/

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http://www.indiaonestop.com/fdi-telecom.htmhttp://www.trai.gov.in/Default.asphttp://www.rcom.co.in/webapp/Communications/rcom/index.jsphttp://trak.in/Tags/Business/category/telecommunication/http://www.indiaonestop.com/fdi-telecom.htmhttp://www.trai.gov.in/Default.asphttp://www.rcom.co.in/webapp/Communications/rcom/index.jsphttp://trak.in/Tags/Business/category/telecommunication/


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PERSONAL DETAILS :-

1) Name:

2) Age:

3) Gender:4) Address:

5) Contact Number:

Q1.Are you aware of data card?

a)Yes b) No

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Q2. Are you using Data-card ?

Yes b) No

Q3. Which company Data-card are you using ?

Idea

Airtel

c) Vodafone

d) Reliance

Q4. Which type of Data-card are you using ?

a).2G

b).Broad band

c).HSDC(High speed data card)

Q5.Do you think relience data card meets your expection in terms

of performance and quality?

a).All the time

b).most of the time

c).Some of the time

Q.6 What attract you more to relience data card from its competitors

a).price

b).product quality

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c).network

d).customer care services

Q.7 are you satisfied from relience data cards ?

a).yes

b). no

Q.8 would you like to recommend relience to others

a).yes

b).no

Q.9 Rate the following with regards to Reliance data card .

Service excellent Very good Good Average Poor .

COST

NETWORK

CUSTOMER CARESERVICE

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RECHARGEOUTLETS

NEW SCHEMES &OFFERS

PRICE

QUALITY

final project of relience 2

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