Executive Summary

The research conducted is descriptive in nature. Allahabad section would be surveyed to achieve certain consequences. The study would be conducted to analyse that with the increasing competition in telecom services, higher degree of client satisfaction with low-cost monetary values and improved quality of services being achieved or non. The study would be conducted to happen out how much the clients are satisfied about their operators & A ; happen out the factors which would act upon the purchasing determination of the client. This would besides assist us to understand the service suppliers who are expected to go more sensitive and antiphonal to the client demands and picks and enterprise to give great satisfaction.

With these above aims in head, a study would be conducted in the metropolis of Allahabad. Questionnaire method is being used to obtain the needed information. Random sampling will be used as the manner of carry oning the study. Care would be taken that the respondents would be every bit diversified as possible, with all the parts being given equal weight age and the sample size being appropriately divided among assorted parts.

A sample size of about 50 people is taken for this purpose signifier assorted parts of Allahabad. At the interim degree 20 respondents have been surveyed and consequences are taken and analyzed consequently. After the completion of study, the staying informations to be analyzed on the chosen parametric quantities would subsequently be converted into assorted signifiers of graphs such as pie-chart saloon graphs. This would do consequences easy comprehendible by anyone traveling through the study. Therefore would do it easy to pull decisions based on the research and supply a presentable format of the study.

Chapter 1

Introduction

The clients are really of import and play a important function in any procedure of selling. Today, clients are the male monarchs of the market because the client trueness and client penchant are built by the merchandises and the services offered to the clients and they seek for the more benefits and money ‘s worth for the sum they spend. That is where the construct of client penchant and consumer behaviour comes because the clients make the sellers to rethink about planing the merchandises and services.

They have to believe about the market cleavage, market schemes, consumer behaviour, consumer ‘s penchants, and consumer ‘s lifestyle etc. Many sellers are smart plenty to understand consumers ‘ demands, wants and demands and execute beyond their outlooks i.e. they delight them. It provides them growing, profitableness and creativeness with batch of innovations.

Industry PROFILE

Today the Indian telecommunications web with over 375 Million endorsers is 2nd largest web in the universe after China. India is besides the fastest turning telecom market in the universe with an add-on of 9- 10 million monthly endorsers. The Department of Telecommunications has been able to supply province of the art world-class substructure at globally competitory duties and cut down the digital divide by widening connectivity to the unconnected countries. India has emerged as a major base for the telecom industry worldwide. Therefore Indian telecom sector has come a long manner in accomplishing its dream of supplying low-cost and effectual communicating installations to Indian citizens. As a consequence common adult male today has entree to this most needful installation. The reform measures coupled with the proactive policies of the Department of Telecommunications have resulted in an unprecedented growing of the telecom sector.

Harmonizing to TRAI, by the terminal of February, the entire figure of endorsers had reached 413 million. Of this, 91 % were nomadic phone endorsers. The lifting figure of endorsers has pushed the tele-density to 35.62 % demoing a colossal one-year growing of about 50 % , one of the highest in any sector of the Indian Economy. Besides industry estimates show that telecom industry in India will witness a compound one-year growing rate ( CAGR ) of 26 % to make 3, 44,921 crore by 2012. It is set to bring forth employment chances for near to 10 million.

India ‘s telecom sector has shown monolithic rush in the recent old ages in all respects of industrial growing. From the position of province monopoly with really limited growing, it has grown in to the degree of an industry. Telephone, whether fixed land line or Mobile, is an indispensable necessity for the people of India. This altering stage was possible with the economic development that followed the procedure of structuring the economic system in the capitalistic form. Removal of limitations on foreign capital investing and industrial de-licensing resulted in fast growing of this sector.

At present the state ‘s telecom industry has achieved a growing rate of 14 per cent. Till 2000, though cellular phone companies were present, fixed land lines were popular in most parts of the state, with authorities of India puting up the Telecom Regulatory Authority of India, and steps to let new participants state, the featured merchandises in the section came in to prominence.

Indian Telecom sector, like any other industrial sector in the state, has gone through many stages of growing and variegation. Get downing from telegraphic and telephonic systems in the nineteenth century, the field of telephonic communicating has now expanded to do usage of advanced engineerings like GSM, CDMA and WLL to the great 3G Technology in nomadic phones. Day by twenty-four hours, both the Public Players and the Private Players are seting in their resources and attempts to better the telecommunication engineering so as to give the upper limit to their clients.

The immense potency offered by the untapped rural market will assist force growing for telecom operators in the old ages to come. At present, rural India histories for merely 27 % of the state ‘s cellular base, though it constitutes 70 % of the population.

The list of telecom operators runing in India with their market portion is detailed a s under:

Recent things to watch out 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 kineticss one time the late licensed new telecom operators start turn overing out
6. Servicess.
7. Increased push on telecom equipment fabrication and exports.
8. Decrease in Mobile Termination Charges.
9. Due to technological promotion and increase in traffic.

TELECOM GAINT ‘S COMPANIES PROFILE

• Bharti Airtel is one of Asia ‘s taking suppliers of telecommunication services with presence in all the 22 accredited legal powers ( besides known as Telecom Circles ) in India, and in SriLanka. We served an sum of 96,649,487 clients as of March 31, 2009 ; of whom 93,923,248 subscribe to our GSM services and 2,726,239 usage our Telemedia Services either for voice and/or broadband entree delivered through DSL.
• The company is the largest radio service supplier in the state, based on the figure of endorsers as of March 31, 2009. Airtel besides offers an incorporate suite of telecom solutions to our endeavor clients, in add-on to supplying long distance connectivity both nationally and internationally. The company has late forayed into media by establishing our DTH and IPTV Services.
• All these services are rendered under a incorporate trade name “ Airtel ” . The company besides deploys, owns and manages inactive substructure refering to telecom operations under its subordinate Bharti Infratel Limited.
• Idea Cellular Limited is a publically listed company, holding listed on BSE and NSE in March 2007. It has licences and spectrum to run in all 22 service countries of India, with commercial operations presently in 15 service countries. With a client base of 43 million as on March 31st, 2009, the footmark presently covers about 80 % of India ‘s possible telecom market.
• IDEA was the first company in India to commercially launch following coevals EDGE engineering in Delhi in 2003. It has been a leader in the debut of value added services. From basic voice and SMS services to offering high terminal VAS such as Mobile Television, Games etc, IDEA is seen as an advanced, client focused trade name. IDEA has received international acknowledgment for its path-breaking inventions when it won the GSM Association Award for “ Best Charge and Customer Care Solution ” for 2 back-to-back old ages.
• IDEA Tariff programs are client friendly and cater to alone demands of different sections. IDEA ‘Women ‘s Card ‘ caters to the particular demands of the adult females on move, and ‘Youth Card ‘ screens emerging young person section. IDEA ‘My Gang ‘ – the widely popular closed user group merchandise late bagged the esteemed ‘Golden Peacock Award 2008 ‘ under the Most Advanced Product class at the “ 19th World Congress on Total Quality ” . IDEA Cellular is portion of the Aditya Birla Group, India ‘s first genuinely transnational corporation. The Group is anchored by an extraordinary force of over 125,000 employees, belonging to 25 different nationalities, and is in the League of Fortune 500 companies.
• Reliance Telecom Limited ( RTL ) is a wholly-owned subordinate of the Reliance Communication Limited, a member of Reliance ADA Group. Reliance ADA Group ‘s flagship company. Reliance Telecom Limited ( RTL ) began operations in 1997-98. It provides GSM based Mobility services, Value Added Services & A ; Applications in 8 telecom circles covering 15 Indian provinces.
• RTL has undertaken a major enlargement and increased its coverage to 6,300 towns. This has enabled RTL to significantly scale up subscriber base to 11.5 million as of March 31, 2009. RTL is in the procedure of farther spread outing its coverage to 12,000 towns under its accredited countries.
• RTL ‘s Business has been farther strengthened and complimented by its parent company ‘s GSM enlargement to staying 14 Circles across assorted Indian provinces. Parent Company ‘s rapid and successful incline up in GSM based Mobile services has provided an added advantage to RTL of a bigger in-house ecosystem.
• Vodafone Essar is the Indian subordinate of Vodafone Group and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular licence for Mumbai. The company now has operations across the state with 68.76 million clients ( as of March 31, 2009 ) . Over the old ages, Vodafone Essar, under the Hutch trade name, has been named the ‘Most Respected Telecom Company ‘ , the ‘Best Mobile Service in the state ‘ and the ‘Most Creative and Most Effective Advertiser of the Year ‘ .
• Vodafone is the universe ‘s prima international nomadic communications company. It presently has equity involvements in 27 states across 5 continents and more than 40 spouse webs with over 289 million proportionate clients Worldwide. The Essar Group is Vodafone ‘s chief spouse in India.

Aims of the Study

As my survey is about analyzing the service quality of telecom sector in India, so I have decided to briefly analyse the consumer behavior besides because it is someway related with the quality of services provided by telecom sector.

So, I have decided to put the undermentioned aims for my survey: –

• To measuring the service quality of telecom sector.
• To understand the betterment and client penchants in telecom sector.
• To analyze approximately assorted service suppliers and their service quality in telecom sector.
• To analyze the client satisfaction and current market scenario in telecom sector.

Chapter 2

REVIEW OF LITERATURE

1. Kalavani ( 2006 )in their survey analyzed that bulk of the respondents have given favorable sentiment towards the services but some jobs exist that deserve the attending of the service suppliers. They need to bridge the spread between the services promised and services offered. The overall clients ‘ attitude towards cell phone services is that they are satisfied with the bing services but still they want more services to be provided.
2. Rajvinder Seth ( 2008 ), in their survey titled “ Pull offing the Customer Perceived Service Quality for Cellular Mobile Telephone: an Empirical Probe ” analyzed that there is comparative importance of service quality properties and showed that reactivity is the most importance dimension followed by dependability, client perceived web quality, confidence, convenience, empathy and tangibles. This would enable the service suppliers to concentrate their resources in the countries of importance. The research resulted in the development of a dependable and valid instrument for measuring client perceived service quality for cellular Mobile services.
3. Samuvel ( 2004 ), in his research entitled, ” client satisfaction for cellular services, a survey with a mention to BPL and Aircel nomadic phones and services ” , a published M.Phil. Dissertation, submitted to Bharathiar university, Coimbatore, December 2002, has analysed that, the service quality of their trade name is straight linked with the satisfaction degree of the clients.
4. Kalpana and Chinnadurai ( 2006 ), in their survey titled “ Promotional Schemes of Cellular Servicess: A Customer Perspective ” analyzed that the increasing competition and altering gustatory sensation and penchants of the client ‘s all over the universe are coercing companies to alter their targeting schemes. The survey revealed the client attitude and their satisfaction towards the cellular services in Coimbatore metropolis.
5. Rick ( 2008 ), in his survey found that companies with sound client schemes can utilize that ultimate trueness plan as a discriminator in an progressively addled market. In an progressively competitory market, client trueness attempts can play a major portion in the attractive force of new clients and the keeping of current 1s. As consumers ‘ picks expand, the importance of a sound client relationship scheme becomes more and more of import for the success of the company.
6. Shikha.O ( 2009 ), conducted a survey on “ Consumer Awareness of VAS of Telecom Sector of India ” . She analyzed the part of the nomadic phone services non merely at the national or province degree, but besides its engagement in an person ‘s life. She found out that the less figure of users are cognizant of all the VAS provided by the service suppliers and therefore the companies should concentrate on the consciousness run.
7. Shirshendu Ganguli ( 2008 )conducted a survey on “ Drivers of Customer Satisfaction in Indian Cellular services Market “ in which he discussed the impact of service quality and characteristics on client satisfaction from the cellular users point of view.
8. J D Power ( 2009 )conducted a survey on “ Customers progressively want telecom services and merchandises to be bundled ” based on responses collected from 11,911 clients countrywide and examined the overall client satisfaction on six factors – client service, dependability, charge, image, cost of service, offers & A ; publicities.
9. Girish Taneja & A ; Neeraj Kaushik ( 2007 )conducted a survey on “ Customers perceptual experience towards Mobile service suppliers: An analytical survey ” purposes to infer the factors that clients perceive to be the most of import while using the services of a nomadic service supplier.
10. Anita Seth ( 2007 )in his survey on “ Quality of service parametric quantities in cellular nomadic communicating ” developed a theoretical account of service quality and a set of dimensions for comparative rating which could supply utile waies to regulators and service suppliers.

Chapter 3

Research Methodology

Research Methodology

• Area: Jalandhar
• Location: Chehru, LPU.
• Sample Type: Random
• Sample Size: 50 Users
• Data Type: Secondary informations
• Data Collection Tool: Questionnaire
• Data Presentation Tool: Pie charts and Tables

Beginnings of Datas

The survey undertaken is chiefly based on the primary informations i.e. structured questionnaire is designed. The survey besides contains secondary informations i.e. informations from books, authenticated web sites and diaries for the latest updates merely to derive an penetration for the positions of assorted experts.

Methodology & A ; Presentation of Data

The information collected is so coded in the tabular arraies to do the things presentable and more effectual. The consequences are shown by tabular arraies & A ; pie- charts which will assist me out in easy and effectual presentation of consequences.

Research Design

The design for this survey is Descriptive and Random sampling.

Data Collection

The information is collected indiscriminately irrespective of the class of the people in the signifier of questionnaire and the sample size is 50 respondents. Due to clip constraint the sample size is little.

Work Undertaken by me:

• In this undertaking I have completed the first stage of my survey which is to accommodate proper research technique and sampling.
• On the footing of trying, I prepared my agenda by acquiring the information from the client.
• In this study I have completed my first stage in which a sample of 50 respondents are surveyed and their response is analyzed and interpreted with the aid of pie-charts and tabular arraies.

Chapter 4

ANALYSIS & A ; INTERPRETATION

Q no.1: – What type of connexion would you prefer?

Analysis: – Out of the entire respondents, 75 % people get pre-paid connexion and 25 % people get post-paid connexion.

Q no. 2: – Whose services are you rendering now?

Analysis: – The above analysis reveals that bulk of the people are utilizing Reliance because of different strategies like free talk clip and STV have helped to derive the market portion while the least are interested in utilizing Airtel, Vodafone & A ; Idea.

Q no.3: – Which engineering would you prefer?

Analysis: – As per the information it can be analyzed that GSM has earned a immense market portion of 70 % while merely 25 % people prefer CDMA. Furthermore there are merely 5 % people who are willing to utilize both the engineerings.

Q no.4: – How long have you been utilizing this connexion of your service supplier?

Analysis: – From the above analysis it can be found that 50 % of the entire people have kept their connexion for more than 1 twelvemonth. Whereas merely 10 % people prefer to maintain their connexion for 3-6 months.

Q no.5: – . What sort of outlooks do you have from your service supplier?

Analysis: – As per this survey most of the people are inclined towards web of their service suppliers followed by the monetary value. Here the monetary value non merely includes the sum of pre-paid or station paid connexion but include different strategies, duty programs etc.

Q no.6: – How much do you pass per month on your nomadic connexion?

For prepaid clients

Analysis: – In above graph, maximal disbursement is done up to Rs 500 which is highlighted by 68 % of the entire surveyed people and the lowest is the scope of more than Rs 1500 which is done merely by 5 % people.

Q no.6: – How much do you pass per month on your nomadic connexion?

For station paid clients

Analysis: – In above graph, the maximal disbursement is between Rs 501-1000 scope done by 40 % of entire station paid connexion users out of the surveyed people. Whereas the lowest disbursement is in the scope of above Rs 1500 by 10 % people.

Q no. 7: – . How do you happen the behavior of client attention executives of your service supplier?

Analysis: – Credence or rejection of any merchandise is mostly dependent on the services provided by the client attention which is besides known as after gross revenues service or CRM ( Customer Relationship Management ) . As per the study it was found out that 58 % of the surveyed people feel that the executives are professional and prompt in their attack. While 5 % clients are non happy with the services which means client attention are non reacting to them decently.

Q no.8: – Given a pick with same figure, which service supplier will you choose?

Analysis: – As the above chart suggests and as per the findings, it can be seen that in bulk of the instance clients prefer to hold BSNL with an disposition of 36 % , followed by Reliance & A ; Airtel with an preference of 23 % and 18 % severally. Merely 5 % of people fancy utilizing TATA.

Q no. 9: – How will you rate the undermentioned properties for your service suppliers? Please tick ( V ) the appropriate?

Q no. 9: – How will you rate the undermentioned properties for your service suppliers? Please tick ( V ) the appropriate?

Analysis: –

• From the survey conducted from respondents, we can reason that Airtel is holding the highest base in client satisfaction and penchant since they provide best characteristics with value added services.
• Whereas Vodafone & A ; Reliance is holding the 2nd & A ; 3rd highest base in client satisfaction as they possess strong competition to Airtel in footings of Local talk clip, good handiness, voice lucidity etc.
• Finally apart from holding different strategies BSNL is the dawdler in run intoing the client satisfaction and penchant due to miss of certain properties in its wing

Chapter 5

Restrictions of Study

Due to the following ineluctable and unmanageable factors the factors, the consequence might non be accurate. Some of the jobs faced while carry oning the study are as follows: –

• Time and cost restraints were besides at that place.
• Opportunities of some biasness could non be eliminated.
• A Samples size of 50 has been use due to clip restrictions.
• A bulk of respondents show deficiency of cooperation and are biased towards their ain sentiments.

Suggestions

On the footing of this survey I have decided to give following suggestion to increase the service quality of telecom sector companies: –

• The companies should hold to increase the service quality.
• They should hold to make certain promotional activities to pull more and more clients.
• Public sector companies like BSNL and MTNL would hold to better on their behaviour against clients.
• They should concentrate upon the client satisfaction merely increasing sale should non be the major mark.

Bibliography

• Books:

• Schiller Jochen “ Mobile Communication ” Second Edition 2006 TMH, India.
• Tahe. N “ Indian Telecom Industry- Trends & A ; Cases ” ISBN:81-7881-421-8, ICFAI University Press.
• Sisodia Amit & A ; Rao Janardhan “ Global Telecommunication – Issues & A ; Positions ” ISBN: 978-81-314-1709-6, Mar 2009.
• Alagiri Dhanpat “ Telecommunication in India – Emerging Scenario ” ISBN: 81-314-1171-5, ICFAI University Press.
• Mukherjee.A “ Mobile Service suppliers – Perspective & A ; Practices ” ISBN: 978-81-314-2126-0264, ICFAI University Press.
• Chalam G.V “ Quality of Services in Telecom Sector: Users ‘ Perception- An Assessment ” , ICFAI University Journal of Managerial Economics, 2005

• MAGAZINE & A ; JOURNAL:

• Singh Yashvendra “ Business India ” Telecom Sector-Survey September 2009 pg:109-111
• Goyal. V “ The Indian Telecom Industry ” , IIM Calcutta, 2007

• Web sites:

• www.dot.gov.in
• www.trai.gov.in
• hypertext transfer protocol: //www.coai.com/service_providers.php