Attachment 348577893

1
“CHANGING CONSUMER PROSPECTIVE ON VARIOUS
TELECOM SERVICES”
Project Report
Submitted to Punjab Technical University, jalandhar
in partial fulfillment of the requirements
for the degree of
Masters of Business Administration
(2011-13)
Internal Guide: Submitted By:
NAME OF TEACHER XYZ
Uni. Roll No:
MBA-2nd
Year (4rd
Sem.)

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DECLARATION
I hereby declared that the Project report entitled “CHANGING CONSUMER PROSPECTIVE
ON VARIOUS TELECOM SERVICES”, submitted by me to college Bhai Gurdas Institute
of Engg. & Tech. Sangrur in the partial fulfillment for the award of degree of Master of
Business Administration under the guidance of NAME OF TEACHER, is my original work and
the conclusions drawn therein are based on the material collected by myself.
The Report submitted is my own work and has not been duplicated from any other source. I shall
be responsible for any unpleasure situation.
XYZ
Place: Patiala
Date:
Signature
NAME OF TEACHER
BHAI GURDAS ISTITUTE OF ENGG.& TECH.SANGRUR
Affiliated to Punjab Technical University

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ACKNOWLEDGEMENT
A successful Project is the result of team work and co-ordination that includes not only the group
of developers who put forth the ideas, logic and efforts but also those who guide them. So, at the
completion of the project, I feel obliged to extent my gratitude towards all those who made
valuable contributions throughout my training period.
In addition, I wish to convey deep sense of gratitude towards NAME OF HOD at any time I
needed.
At the end just as significantly, I would like to express my sincere thanks to NAME OF
TEACHER and all the other staff members who have provided me excellent knowledge and
support throughout my Post Graduation.
I am very much thankful to my parents, brother/sister and friends for their continuous support.
XYZ

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INDEX
S.NO CONTENTS PAGE NO.
Chapter-1 Introduction 5-10
-Overview 11-13
Chapter-2 Various Telecom Services 14-42
-Airtel
-Vodafone
-Idea
-BSNL
Chapter-3 Objectives of study 43-44
Chapter-4 Research Methodology 45-48
Chapter-5 Data Analysis & Interpretation 49-62
Chpater-6 Findings 63-64
Chapter-7 Suggestions 65-66
Chapert-8 Conclusion & Appendices 67-71
Bibliography 72

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INTRODUCTION OF INDIAN TELECOM INDUSTRY
India is the world‘s fastest growing industry in the world in terms of number of wireless
connections after China, with 811.59 million mobile phone subscribers.
According to the world telecommunications industry, India will have 1.200 billion mobile
subscribers by 2013.
Furthermore, projections by several leading global consultancies indicate that the total number of
subscribers in India will exceed the total subscriber count in the China by 2013
Indian telecom sector is more than 165 years old. Telecommunications was first introduced in
India in 1851 when the first operational land lines were laid by the government near Kolkata
(then Calcutta), although telephone services were formally introduced in India much later in
1881. Further, in 1883, telephone services were merged with the postal system. In 1947, after
India attained independence, all foreign telecommunication companies were nationalised to form
the Posts, Telephone and Telegraph (PTT), a body that was governed by the Ministry of
Communication. The Indian telecom sector was entirely under government ownership until
1984, when the private sector was allowed in telecommunication equipment manufacturing only.
The government concretised its earlier efforts towards developing R&D in the sector by setting
up an autonomous body – Centre for Development of Telematics (C-DOT) in 1984 to develop
state-of-the-art telecommunication technology to meet the growing needs of the Indian
telecommunication network. The actual evolution of the industry started after the Government
separated the Department of Post and Telegraph in 1985 by setting up the Department of Posts
and the Department of Telecommunications (DoT).

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So how Telecommunication started in India??
Well Postal means of communication was the only mean communication until the year 1850. In
1850 experimental electric telegraph started for first time in India between Calcutta (Kolkata)
and Diamond Harbor (southern suburbs of Kolkata, on the banks of the Hooghly River).
In 1851, it was opened for the use of the British East India Company. Subsequently construction
of telegraph started through out India. A separate department was opened to the public in 1854.
Dr.William O‘Shaughnessy, who pioneered the telegraph and telephone in India, belonged to the
Public Works Department, and worked towards the development of telecom. Calcutta or the-then
Kolkata was chosen as it was the capital of British India.
In early1881, Oriental Telephone Company Limited of England opened telephone exchanges at
Calcutta (Kolkata), Bombay (Mumbai), Madras (Chennai) and Ahmedabad. On the 28th January
1882 the first formal telephone service was established with a total of 93 subscribers.
From the year 1902 India drastically changes from cable telegraph to wireless telegraph, radio
telegraph, radio telephone, trunk dialing. Trunk dialing used in India for more than a decade,
were system allowed subscribers to dial calls with operator assistance. Later moved to digital
microwave, optical fiber, satellite earth station. During British period all major cities and towns
in India were linked with telephones.

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So who was looking after Telecom??
In the year 1975 Department of Telecom (DoT) was responsible for telecom services in entire
country after separation from Indian Post & Telecommunication. Decade later Mahanagar
Telephone Nigam Limited (MTNL) was chipped out of DoT to run the telecom services of Delhi
and Mumbai.
In 1990s the telecom sector was opened up by the Government for private investment. In1995
TRAI (Telecom Regulatory Authority of India) was setup. This reduced the interference of
Government in deciding tariffs and policy making. The Government of India corporatized the
operations wing of DoT in 2000 and renamed Department of Telecom as Bharat Sanchar Nigam
Limited (BSNL).
In last 10 years many private operator‘s especially foreign investors successfully entered the high
potential Indian telecom market. Globally acclaimed operators like Telenor, NTT Docomo,
Vodafone, Sistema, SingTel, Maxis, Etisalat invested in India mobile operators.
Wireless Communication
Pager Services
Pager communication successful launched in India in the year 1995. Pagers were looked upon as
devices that offered the much needed mobility in communication, especially for businesses.
Motorola was a major player with nearly 80 per cent of the market share. The other companies
included Mobilink, Pagelink, BPL, Usha Martin telecom and Easy call. Pagers were generally
worn on the belt or carried in the pocket.
The business peaked in 1998 with the subscriber base reaching nearly 2 million. However, the
number dropped to less than 500,000 in 2002. The pager companies in India were soon
struggling to maintain their business. While 2-way pagers could have buffered the fall, the pager
companies were not in a position to upgrade their infrastructure to improve the ailing market.
The Indian Paging Services Association was unable to support the industry.

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Pager companies in India also offered their services in regional languages also. However, the end
had begun already. By 2002, Motorola stops making or servicing pagers. When mobile phones
were commercially launched in India, the pager had many advantages to boast. Pagers were
smaller, had a longer battery life and were considerably cheaper. However, the mobile phones
got better with time and continuously upgraded themselves.
Mobile Communication
First mobile telephone service on non-commercial basis started in India on 48th Independence
Day at country‘s capital Delhi. The first cellular call was made in India on July 31st, 1995
over Modi Telstra‘s MobileNet GSM network of Kolkata. Later mobile telephone services are
divided into multiple zones known as circles. Competition has caused prices to drop and calls
across India are one of the cheapest in the world.
Most of operator follows GSM mobile system operate under 900MHz bandwidth few recent
players started operating under 1800MHz bandwidth. CDMA operators operate under 800Mhz
band, they are first to introduce EVDO based high speed wireless data services via USB dongle.
In spite of this huge growth Indian telecom sector is hit by severe spectrum crunch, corruption by
India Govt. officials and financial troubles.
In 2008, India entered the 3G arena with the launch of 3G enabled Mobile and Data services by
Government owned MTNL and BSNL. Later from November 2010 private operator‘s started to
launch their services.
Broadband communication
After US, Japan, India stands in third largest Internet users of which 40% of Internet used via
mobile phones. India ranks one of the lowest provider of broadband speed as compared countries
such as Japan, India and Norway. Minimum broadband speed of 256kbit/s but speed above
2Mbits is still in a nascent stage.
Year 2007 had been declared as ―Year of Broadband‖ in India. Telco‘s based on ADSL/VDSL in
India generally have speeds up to 24Mbit max while those based on newer Optical Fiber

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technology offer up to 100Mbits in some plans Fiber-optic communication (FTTx). Broadband
growth has been plagued by many problems. Complicated tariff structure, metered billing, High
charges for right of way, Lack of domestic content, non implementation of Local-loop
unbundling have all resulted in hindrance to the growth of broadband.
Many experts think future of broadband is on the hands of wireless factor. BWA auction
winners are expected to roll out LTE and WiMAX in India in 2012.
Next Generation Network (NGN)
Next Generation Networks, multiple access networks can connect customers to a core network
based on IP technology. These access networks include fiber optics or coaxial cable networks
connected to fixed locations or customers connected through Wi-Fi as well as to 3G networks
connected to mobile users.
As a result, in the future, it would be impossible to identify whether the next generation network
is a fixed or mobile network and the wireless access broadband would be used both for fixed and
mobile services. It would then be futile to differentiate between fixed and mobile networks both
fixed and mobile users will access services through a single core network. Cloud based data
services are expected to come.
Indian Satellites
India has launched more than 50 satellites of various types, since its first attempt in 1975. The
organization responsible for Indian satellites is the Indian Space Research Organization (ISRO).
Most Satellites have been launched from various vehicles, including American, Russian,
European satellite-launch rockets, and the U.S. Space Shuttle. First Indian satellite Aryabhata on
19th April 1975, later Bhaskara, Rohini, INSAT, Edusat, IRS, GSAT, Kalpana, Cartosat, IMS,
Chandrayaan, ResourceSat, RiSat, AnuSat, etc.
Well guys this is how telecom Industry is growing in India, hope to see India far ahead of other
countries in near future.

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OVERVIEW
Most of the telecommunications forms in India are as prevalent or as advanced as those in
modern Western countries, and the system includes some of the most sophisticated technology in
the world and constitutes a foundation for further development of a modern network. Telecom
Regularity Authority of India (TRAI) is the sole authority empowered to take binding decisions
on fixation of tariffs for provision of telecommunication services.
India has the world's second largest mobile phone users with over 903 million as of January
2012. It has the world's third largest Internet users with over 121 million as of December 2011.
India has become the world's most competitive and one of the fastest growing telecom markets.
Key developments
Telecom Regulatory Authority of India (TRAI) has revealed that the country's mobile
subscriber base has increased from 893.84 million in December 2011 to 903.73 million in
January 2012
Telecom operators added 9.88 million mobile subscribers in January 2012
The overall tele-density reached 77.57 per cent
Broadband subscriber base increased from 13.30 million at the end of December 2011 to
13.42 million at the end of January 2012
Telecom users in rural areas have grown at a faster pace compared to their urban
counterparts in the last five years, a CAG report said
India added around 20 million subscriptions of the estimated 140 million net additions in
mobile subscriptions across the world during the April-June quarter in 2012, said a report
by Ericsson
The Indian telecom sector is a very capital intensive sector and involves high value investments.
Correspondingly, the mobile phone industry is also experiencing a parallel upward surge, and a
parallel enhancement in technologies used. With the liberalization of the Indian economy, the
telecom sector has become very attractive for mergers and acquisitions latest being SingTel
increasing its stake in Bharti telecom.

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Employment Opportunities
According to analysts, the sector would generate employment opportunities for about 10 million
people – direct employment for 2.8 million people and indirect employment for about 7 million.
The total revenue of the Indian telecom sector grew by 7% to 283,207crore ($ 56.5 billion) in
2011, while revenues from telecom equipment segment stood at 117,039 crore ($ 23.35 billion).
Energy saving initiatives
With an ambition to be diesel free by 2020, telecom companies are retrofitting their towers
every year. Many telecom tower companies currently use renewable energy sources such as
solar, biogas and wind besides hydroelectric power, for individual towers. Bharti Airtel, one of
the largest telecom service providers in India, has been testing and implementing various energy
saving options for the last two-three years. Additionally, the e-bill initiative is estimated to save
as many as 24,000 trees a year.
Value addition by VAS
Some of the recent developments in this area are M-Commerce, focus on localization,
availability of content in vernacular languages and availability of mobile TV. The expected
revenue from VAS will be around $4 billion by 2015.
Growth Drivers
Two major factors responsible for the growth of telecommunications industry are use of modern
technology and market competition. The growth of Indian telecommunication sector is highly
driven by supportive government policies, emerging new technologies and changing consumer
behavior. Drastically reduced call rates and mind-blowing technologies like 3G, Android and
advent of innovative products like iPhone, Galaxy tab, it is natural to expect further
developments in this space in the coming years.
Undoubtedly, smartphones are going to rule the future handset market and is forecasted to
achieve a shipment of 77.5 million by 2015 in the Indian market.

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Challenges ahead
The metro cities and the urban markets are quite saturated in terms of tele-density and thus,
leaving very little scope in terms of new customer acquisition. Lack of proper telecom
infrastructure, power shortage and lack of trained manpower are some of the challenges which
telecom companies have to cope with.
To conclude
Telecom Industry in India is out of its nascent stage and the government together with the private
sector initiatives is on the path of making India the electronics manufacturing hub of the world.
10 years ago subscribers were made to pay for an incoming call; today they have the liberty to
pay for per second of their usage. We, definitely, have come a long way!

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CHAPTER-2
VARIOUS TELECOM
SERVICES

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VARIOUS TELECOM SERVICES PROVIDORS AND THEIR
FUNCTIONS
Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational
telecommunications services company headquartered at New Delhi, India. It operates in 20
countries across South Asia, Africa and the Channel Islands. Airtel has GSM network in all
countries in which it operates, providing 2G, 3G and 4G services depending upon the country of
operation. Airtel is the world's third largest mobile telecommunications company with over 261
million subscribers across 20 countries as of August 2012. It is the largest cellular service
provider in India, with 183.61 million subscribers as of November 2012. Airtel is the third
largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom.
Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony
in India, and is also a provider of broadband and subscription television services. It offers its
telecom services under the airtel brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the
first Indian telecom service provider to achieve Cisco Gold Certification. It also acts as a carrier
for national and international long distance communication services. The company has a
submarine cable landing station at Chennai, which connects the submarine cable connecting
Chennai and Singapore.
On 26 February 2013, Airtel announced that it had deployed Ericsson‘s Mobile Broadband
Charging (MBC) solution and completely modernized its prepaid services for its subscribers in
India. As a part of the deal, Ericsson‘s multi service MBC suite allows prepaid customers to have
personalized profile based data charging plans. Prepaid customers will be able to customize their
data plans across mobility, fixed line and broadband by cross bundling across multiple domains
(2G, 3G, 4G/LTE & Wi-Fi). It will also offer flexible multi service charging in geographical
redundant mode, making Airtel the first operator to implement geographical redundancy at such
a large scale.

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Corporate Structure
Airtel's initial corporate structure concentrated on the hierarchy of the operations inside the
company as a whole. The structure depicted the corresponding operation/region of different in-
charges and it didn't hold anyone responsible for each of its services. So, the company found it
better to restructure its corporate hierarchy. The transformed organisational structure has two
distinct Customer Business Units (CBU) with clear focus on B2C (Business to Customer) and
B2B (Business to Business) segments. Bharti Airtel's B2C business unit will comprehensively
service the retail consumers, homes and small offices, by combining the erstwhile business units
- Mobile, Telemedia, Digital TV, and other emerging businesses (like M-commerce, M-health,
M-advertising etc.). The B2C organization will consist of Consumer Business and Market
Operations.The organisation have changed the style of the company as the company do nat have
any brand logo till the time.
MOBILE SERVICES
Airtel operates in all telecom circles of India. Its network is present in 5,121 census towns and
457,053 non-census towns and villages, covering approximately 86.6% of the country‘s
population as of September 2012.
Airtel is the 6th
most valued brand according to an annual survey conducted by Brand Finance
and The Economic Times in 2010.
3G
On 18 May 2010, the 3G spectrum auction was completed and Airtel paid the Indian government
122.95 billion (US$2.3 billion) for spectrum in 13 circles, the most amount spent by an
operator in that auction. Airtel won 3G licences in 13 telecom circles of India: Delhi, Mumbai,
Andhra Pradesh, Karnataka,Tamil Nadu, Uttar Pradesh (East), Rajasthan, West Bengal,
Himachal Pradesh, Bihar, Assam, North East, and Jammu & Kashmir. Airtel also operates 3G
services in Maharastra & Goa and Kolkata circles through an agreement with Vodafone and in
Gujarat through an agreement with Idea. This gives Airtel a 3G presence in 15 out of 22 circles
in India.

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On 20 September 2010, Bharti Airtel said that it had given contracts to Ericsson India, Nokia
Siemens Networks (NSN) and Huawei Technologies to set up infrastructure for providing 3G
services in the country. These vendors would plan, design, deploy and maintain 3G–HSPA (third
generation, high speed packet access) networks in 13 telecom circles where the company had
won 3G licences. While Airtel awarded network contracts for seven 3G circles to Ericsson India,
NSN would manage networks in three circles. Chinese telecom equipment vendor Huawei
Technologies was introduced as the third partner for three circles.
On 24 January 2011, Airtel launched 3G services in Bangalore, Karnataka — its largest circle by
revenue. With this launch, Airtel became the third private operator (fifth overall) to launch its 3G
services in the country following Tata Docomo and Reliance Communications. On 27 January
2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On 27 July 2011, 3G
services were launched in Kerala's 3 largest cities - Kochi, Kozhikode and Thiruvananthapuram.
Airtel 3G services are available in 200 cities through its network and in 500 cities through intra-
circle roaming arrangements with other operators. Airtel had about 5.4 million 3G customers of
which 4 million are 3G data customers as of September 2012.
4G
On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum auction in India ended.
Airtel paid 33.1436 billion (US$610 million) for spectrum in 4 circles: Maharashtra, Karnataka,
Punjab and Kolkata. The company was allocated 20 MHz of BWA spectrum in 2.3 GHz
frequency band. Airtel's TD-LTE network is built and operated by ZTE in Kolkata, Huawei in
Karnataka, ZTE in Punjab and Nokia Siemens Networks in Maharashtra. On 10 April 2012,
Airtel launched 4G services using TD-LTE technology in Kolkata, becoming the first company
in India to offer 4G services. The Kolkata launch was followed by launches in Bangalore (7 May
2012), Pune (18 October 2012) and Chandigarh (25 March 2013).
Airtel plans to provide voice services for its TD-LTE subscribers through its existing GSM
network, which would make it the only operator in India to combine voice with TD-LTE services
through GSM network. Airtel selected Nokia Siemens Networks to deploy its Circuit Switched
FallBack (CSFB) voice solution in Airtel‘s TD-LTE network in Pune. With CSFB, the network

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can transfer customers to GSM platform to make and receive voice calls while retaining the TD-
LTE network for data services.
On 24 May 2012, Airtel announced an agreement to acquire a 49% stake in Qualcomm Asia
Pacific (India). Qualcomm holds 4G spectrum and licenses in Delhi, Haryana, Kerala and
Mumbai. As per the agreement, by the end of 2014, Airtel will assume full ownership and
financial responsibility for 4G operations in these 4 circles.
Airtel had 3180 4G subscribers as of May 2012.
WiFi
Airtel has plans to launch WiFi services in India. It intends to start offering WiFi services in
Delhi NCR, Mumbai and Bangalore in initial phase. All plans will be on secure wireless
broadband internet with unlimited usage and will be session or time based. Users can use the
service by finding a hotspot, selecting 'airtel WiFi Zone', activating the voucher and then login to
start browsing.
Airtel intends to partner with establishments to set up hotspots which will be termed WiFi
Hangout for an establishment owner and WiFi Partner for the cafe and restaurant owners. Airtel
WiFi Partners can offer services at zero investments and can earn commission on every WiFi
session sold.
Airtel Money
Airtel has started a new mCommerce platform called Airtel Money in collaboration with Infosys
and SmartTrust (now Giesecke & Devrient). The platform was launched on April 5, 2012, at
Infosys' headquarters in Bangalore. Using Airtel Money, users can transfer money, pay bills and
perform other financial transactions directly on the mobile phone.
SmartDrive
SmartDrive is navigation app exclusive to Airtel customers. The app features voice-based turn by
turn navigation, real time information update on traffic, approximate time of the travel on the

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basis of the traffic situation on the various routes and also lets users see their location on the map
and plan the journey accordingly. It also suggests the subscriber an alternate route in case of
traffic congestion on the normal route. According to Airtel, SmartDrive calculates the traffic on
the basis of the number of GPS devices used on a particular road, their average speed, as well as
historical trends of traffic on that route. SmartDrive also allows users to search for points of
interest like restaurants, theatres and shopping malls. The app also allows users to keep a record
of all trips they make when using voice navigation for later reference through the 'Trip Recorder'
feature, Wikipedia information of places for which information is available and the ability to add
frequently visited locations to favorites, in addition to weather information about the place.
Airtel will offer navigation at 10 per day or 99 per month. Live traffic will be cost 3 per day
or 49 per month. Search and map viewer are available for free. The costs do not include data
charges. Airtel states in SmartDrive's FAQ that data is only used when the user performs
searches or calculates routes.
The app is developed by Wisepilot, a mobile navigation solutions provider and uses Navteq
Maps for location and traffic info. It was launched on 12 September 2012. At the time of launch,
it was available only in Bangalore, Mumbai and NCR. Services are currently available in
Chennai. Service will be expanded to Pune and Hyderabad by December 2012.
Network Experience Centre
Airtel has a Network Experience Centre (NEC) which observes end to end customer experience,
in near real time, along with the standard network elements on Airtel's operations. The NEC is
located in Manesar, Haryana and went live on 31 October 2012. It is the first such facility in
India and will be able to monitor Airtel's network performance across mobile, fixed line,
broadband, DTH, M-Commerce, enterprise services, International Cable Systems and internet
peering points from a single location. It will monitor all Airtel and partner NOCs. In case of an
emergency, the NEC will enable the operator to prioritize actions to restore normalcy and reduce
resolution time.
The NEC houses a video wall with 3600 square feet of solid state LED screen to monitor Airtel's
telecom network. This is the world's biggest video wall for a telecom operator. Each cube in this

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wall is 1.6mx1.2 m and there are 175 cubes arranged in a 25x7 matrix. The clear span of the roof
is 49 m x 18 m and the beams, which are fireproof and about 8 feet deep, have been specially
designed to hold the structure without columns. The NEC was designed specifically to be used as
a command center in case of national emergencies and natural catastrophes. The facility is
earthquake proof and also provides for a single control of command and a fully redundant
technology layout.
iPhone
The iPhone 3G was rolled out in India in 2008 by Airtel. However, high prices and contract
bonds discouraged consumers and it was not as successful as the iPhone is in other markets of
the world. Airtel introduced the iPhone 4 on 27 May 2011 and the iPhone 5 on 2 November
2012.
OUR VISION
―To provide global telecom services and delight customers.‖
OUR MISSION
We will meet the mobile communication needs of our customers through:
Error-free service delivery
Innovative products and services
Cost efficiency
Unified messaging solutions

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Vodafone Group Plc is a British multinational telecommunications company headquartered in
London and with its registered office in Newbury, Berkshire. It is the world's second-largest
mobile telecommunications company measured by both subscribers and 2011 revenues (in each
case behind China Mobile), and had 439 million subscribers as of December 2011.
Vodafone owns and operates networks in over 30 countries and has partner networks in over 40
additional countries. Its Vodafone Global Enterprise division provides telecommunications and
IT services to corporate clients in over 65 countries. Vodafone also owns 45% of Verizon
Wireless, the largest mobile telecommunications company in the United States measured by
subscribers.
Vodafone has a primary listing on the London Stock Exchange and is a constituent of the FTSE
100 Index. It had a market capitalisation of approximately £89.1 billion as of 6 July 2012, the
third-largest of any company listed on the London Stock Exchange. It has a secondary listing on
NASDAQ.
The name Vodafone comes from Voice data fone, chosen by the company to "reflect the
provision of voice and data services over mobile phones".
Vodafone is a national cellular in India. It covers most of India. Now orange has been renamed
as Vodafone with a red background instead of the previous orange color. It offers both prepaid
and postpaid GSM cellular phone coverage throughout India and is especially strong in the major
metros. It is often praised for its award winning advertisements which follow a non cluttered
approach.

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KEY INVESTMENT HIGHLIGHTS
Unique spread of telecom operations in dynamic markets
Consistent track record of creating value
Management strength and depth
Leading market positions
Strong growth momentum
STRATEGY
Invest in emerging markets with;
Low mobile penetration
Sizeable population base
Stable political and regulatory environment and
Economic development
Build superior mobile operations
Product innovation
Branding
Customer service
Leverage the group resources
Maximize return

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OUR VISION
To become a global mobile leader in terms of profit, customers and value, making mobile
networks the "nervous system" of the networked economy spanning three major developed
markets (Europe, US and Japan).
OUR MISSION
We will be the communications leader in an increasingly connected world.
We value our customers above everything else and aspire to make their lives richer, more
fulfilled andand more connected. We must always listen and respond to each of our customers.
We will strive to delight our customers, anticipating their needs and delivering.

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IDEA Cellular is a publicly listed company, having listed on BSE & NSE in March 2007. It is
the 3rd largest mobile services operator in India with wireless revenue market share at 15 % in
Q1 FY 2013, and subscriber base of over 117 million. Idea has consistently stayed ahead of the
industry in VLR reporting, and has the 3rd highest base of active subscribers. Idea is a pan-India
integrated GSM operator and has its own NLD and ILD operations, and ISP license.
With traffic in excess of a billion minutes a day, Idea ranks among the Top 10 country operators
in the world. Idea operates across all 22 service areas with 2G services and 3G services spread in
over 3,000 towns and 10,000 villages.
Idea has a network of over 97,000 2G and 3G cell sites covering the entire length and breadth of
the country. Idea has nearly 4,000 Service Centres servicing Idea subscribers across the country,
including over 650 special Experience Zones for 3G promotion. Idea‘s service delivery platform
is ISO 9001:2008 certified, making it the only operator in the country to have this standard
certification for all 22 service areas and the corporate office.
Idea‘s thought leadership on Mobile Number Portability (MNP) has enabled it to stay as the top
gainer with highest net gain, with over 3.7 million mobile users preferring Idea network.
Idea‘s strong growth in the Indian telephony market comes from its deep penetration in non-
urban & rural markets. It has the highest share of rural subscribers as a percentage of total
subscribers, amongst other GSM players. In fact, 2 out of every 3 new Idea subscribers come
from rural/ semi-urban India.
Idea won the ‗Best Brand Campaign‘ at the esteemed World Communication Awards 2011. It
also recently won 3 Awards at the ET Telecom Awards 2012, in the following categories
Customer Experience Enhancement, Excellence in Marketing and Innovative products,
respectively.

25
It is also the winner of ‗The Emerging Company of the Year Award‘ at The Economic Times
Corporate Excellence Awards 2009. IDEA Cellular also received the prestigious Avaya
GlobalConnect Award for being the ‗Most Customer Responsive Company‘ in the Telecom
sector in the year 2010. The company has received several other national and international
recognitions for its path-breaking innovations in mobile telephony products & services. It won
the GSM Association Award for ‗Best Billing and Customer Care Solution‘ for 2 consecutive
years. It was awarded ‗Mobile Operator of the Year Award – India‘ for 2007 and 2008 at the
Annual Asian Mobile News Awards.
IDEA Cellular is an Aditya Birla Group Company, India‘s first truly multinational corporation.
The group operates in 33 countries, and is anchored by more than 132,000 employees belonging
to 42 nationalities.
IDEA BRAND MISSION
The India footprint Idea
Anywhere connectivity-bringing India closer.
The Technology Advantage Idea
Tomorrow‘s technology to enrich today.
The customer Focus Idea
Make a single interaction a lasting relationship.
The Employee Focus Idea
Nurture the roots that nurture our ideas.

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IDEA SERVICES
3G
On 19 May 2010, the 3G spectrum auction in India ended. Idea paid 5768.59 crores for
spectrum in 11 circles. The circles it will provide 3G in are Andhra Pradesh, Gujarat, Haryana,
Himachal Pradesh, Jammu & Kashmir, Kerala, Madhya Pradesh, Maharashtra & Goa, Punjab,
Uttar Pradesh (East) and Uttar Pradesh (West).
On 28 March 2011, Idea launched 3G services in Gujarat, Himachal Pradesh and Madhya
Pradesh. The launch cities were Ahmedabad, Shimla and Indore. This makes Idea the sixth
private operator (eighth overall) to launch its 3G services in the country following Tata Docomo,
Reliance Communications, Airtel, Aircel and Vodafone.
Idea currently supports up to 21.1 Mbit/s over 2G speeds of 256 kbit/s. However, different
handsets support different speeds, from 384 kbit/s, 3.6 Mbit/s, 7.2 Mbit/s or 21.1 Mbit/s. Speeds
also depend on the 3G plan/recharge that users opt for.
The operator announced that IDEA 3G services will be available in 200 towns of 11 3G circles
by mid-April 2011, progressively growing at the rate of ten towns per day to cover 750 towns by
mid-2011 and 4000 towns by the end of 2012.
Idea cellular has announced a cut of 70% in the tariff of its 3G services.
On 23 November 2011 Idea Cellular launched two affordable 3G handsets in India: Idea 3G
Smartphone Blade priced at 7,992 and Idea 3G Smartphone priced at 5,850. Both handsets are
based on Android 2.2 Froyo.
Idea has also launched a Dual-SIM Android smartphone in India on June 15, 2012 named as Idea
ID-918 at a price point of Rs.5,994 ($108 approx.) It features Android v2.3 OS, 3.2-inch
capacitive touchscreen, 3G, Wi-Fi and 3.2 MP rear facing camera.
On 5 March 2013 Idea launched another 3G smartphone called Idea Zeal 3G which is a Dual
SIM phone with 3 Megapixel camera.

27
Pan India 3G Coverage
Airtel, Vodafone and Idea have begun collaborating to provide 3G coverage to their customers
pan India. The agreement aims to provides for these companies to offer 3G services to their
customers in circles where they have not won any spectrum. It is expected that the 3 companies
will be able to provide 3G services in all circles in India except Orissa where the three have not
won any spectrum.
3G Coverage
Idea‘s 3G service is currently available in the following cities in 14 telecom circles.
1. Andhra Pradesh
2. Gujarat
3. Haryana
4. Himachal Pradesh
5. Madhya Pradesh
6. Chhattisgarh
7. Maharashtra
8. Goa
9. Kerala
10. Delhi
11. Kolkata
12. Kanpur
13. Uttar Pradesh (East)
14. Uttar Pradesh (West)
Customer service
The company has its retail outlets under the "My Idea" banner. The company has also been the
first to offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban
areas.

28
Idea Cellular won the GSM Association Award for "Best Billing and Customer Care Solution"
for 2 consecutive years.
IDEA Cellular has been recognized as the 'Most Customer Responsive Company' in the Telecom
sector, at the prestigious Avaya GlobalConnect Customer Responsiveness Awards 2010.
COMPETITORS
Idea competes with 14 other mobile operators throughout India. They are Aircel, Airtel, BSNL,
Loop Mobile, MTNL, MTS, Ping Mobile, Reliance Communications, S Tel, Tata DoCoMo, Tata
Indicom, Uninor, Videocon, Virgin Mobile and Vodafone.

29
Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned
telecommunications company headquartered in New Delhi, India. It is the largest provider of
fixed telephony and fourth largest mobile telephony provider in India, and is also a provider of
broadband services. However, in recent years the company's revenue and market share plunged
into heavy losses due to intense competition in Indian telecommunications sector.
BSNL is India's oldest and largest communication service provider (CSP). It had a customer base
of 95 million as of June 2011. It has footprints throughout India except for the metropolitan cities
of Mumbai and New Delhi, which are managed by Mahanagar Telephone Nigam (MTNL).
SERVICES
BSNL provides almost every telecom service in India. Following are the main telecom services
provided by BSNL:
Universal Telecom Services : Fixed wire line services and landline in local loop (WLL)
using CDMA Technology called bfone and Tarang respectively. As of 30 June 2010,
BSNL had 75% market share of fixed lines.
Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile
Telephone services using GSM platform under the brand name CellOne & Excel (BSNL
Mobile). As of 30 June 2010 BSNL has 13.50% share of mobile telephony in the country.
WLL-CDMA Telephone Services: BSNL's WLL (Wireless in Local Loop)service is a
service giving both fixed line telephony & Mobile telephony.
Internet: BSNL provides Internet access services through dial-up connection (as
Sancharnet through 2009) as Prepaid, NetOne as Postpaid and ADSL broadband as

30
BSNL Broadband BSNL held 55.76% of the market share with reported subscriber base
of 9.19 million Internet subscribers with 7.79% of growth at the end of March 2010. Top
12 Dial-up Service providers, based on the subscriber base, It Also Provides Online
Games via its Games on Demand (GOD)
Intelligent Network (IN): BSNL offers value-added services, such as Free Phone
Service (FPH), India Telephone Card (Prepaid card), Account Card Calling (ACC),
Virtual Private Network (VPN), Tele-voting, Premium Rae Service (PRM), Universal
Access Number (UAN).
3G:BSNL offers the '3G' or the'3rd Generation' services which includes facilities like
video calling, mobile broadband, live TV, 3G Video portal, streaming services like online
full length movies and video on demand etc.
IPTV:BSNL also offers the 'Internet Protocol Television' facility which enables watch
television through internet.
FTTH:Fibre To The Home facility that offers a higher bandwidth for data transfer. This
idea was proposed on post-December 2009
Helpdesk: BSNL's Helpdesk (Helpdesk) provide help desk support to their customers for
their services.
VVoIP: BSNL, along with Sai Infosystem - an Information and Communication
Technologies (ICTs) provider - has launched Voice and Video Over Internet Protocol
(VVoIP). This will allow to make audio as well as video calls to any landline, mobile, or
IP phone anywhere in the world, provided that the requisite video phone equipment is
available at both ends.
WiMax: BSNL has introduced India's first 4th Generation High-Speed Wireless
Broadband Access Technology with the minimum speed of 256kbit/s. The focus of this
service is mainly rural customer where the wired broadband facility is not available.

31
BSNL - MTNL MERGER PLANS
On 23 February 2011, The Department of Telecommunications (DoT) said it wanted to revive a
proposal for the merger of state-owned operators BSNL and MTNL. In its draft plan, the
department while showing concern over the deteriorating performance of BSNL and MTNL said
that BSNL and MTNL should be merged as they have complimentary operations and can
combine their strengths for synergies. DoT said the government should set up a multi-
stakeholder committee to develop a restructuring plan for both firms. The committee should have
members from public enterprises, the DoT, department of IT and ministry of finance. However,
the BSNL's staff unions are opposing this merger tooth and nail realising that MTNL is in dire
state and need help of its big brother, BSNL, to alleviate itself from getting into red balance
sheet. MTNL in spite of having its operations in two big metro cities viz. New Delhi & Mumbai
is realising cascading fall in revenue and profits for the past 10 successive years. The
telecommunication operators should focus on enterprise business, services to government and the
public sector, value-added services and technologies like 3G, the department recommends.
3G
While it did not participate in the 3G auction, BSNL paid the Indian government Rs.
101.87 billion for 3G spectrum in all 20 circles it operates in. State-owned MTNL provides 3G
services in the other 2 circles - Delhi and Mumbai. Both these state-owned operators were given
a head start by the government in the 3G space by allotting the required 3G spectrum, on the
condition that each will have to pay an amount which will be equivalent to the highest bid in the
respective service areas as and when the 3G auctions take place. BSNL recently launched a 3G
wireless pocket router named Winknet Mf50 for 5800/- Indian rupees. It was released in
collaboration with another telecom service provider Shyam networks. Winknet Mf50 enables
you to connect multiple devices to the internet using a single sim card.
COMPETITORS
BSNL competes with 14 other mobile operators throughout India. They are Aircel, Airtel, Idea,
Loop Mobile, MTNL, MTS, Reliance Communications, Tata DoCoMo, Uninor, Videocon,
Virgin Mobile and Vodafone.

32
QUALITY OF SERVICE
BSNL goes by the motto "Connecting India, faster" and displays the same at their homepage.
The service quality of BSNL Customer service has been severely criticized as very poor. The
mobile services provided by BSNL in almost every part of the country were and still are
criticized for network outages and frequent call drops. Despite the criticism there is very
negligible or no amount of work being carried out by the authorities to improve the performance
and quality of the network. BSNL claims to offer seamless coverage in almost all forests of India
in collaboration with state forest department.
OUR VISION
To become the largest telecom Service Provider in South east Asia.
OUR MISSION
I. To provide world class State-of-art technology telecom services on demand at affordable
price.
II. To provide world class telecom infrastructure to develop country‘s economy.

33
TELECOM SECTOR UPDATE (INDIA)
Telecom circle
Wireline
subscriber
base in
million(May
2012)
Wireless
subscriber
base in
million(May
2012)
Teledensity (May
2012)
Andhra Pradesh 2.33 66.6 80.46
Assam 0.20 14.6 47.7
Bihar &
Jharkhand
0.56 62.97 48.37
Delhi 2.9 42.95 239.91
Gujarat &
Daman & Diu
1.82 54.32 92.56
Haryana 0.59 23.00 90.86
Himachal
Pradesh
0.30 7.41 112.29
Jammu and
Kashmir
0.20 6.57 56.92
Karnataka 2.48 56.63 98.22
Kerala &
Lakshadweep
3.18 34.51 107.85
Kolkata 1.18 25.25 Not available*
Madhya Pradesh
& Chhattisgarh
1.13 53.30 55.38
Maharashtra &
Goa (excluding
Mumbai )
2.64 71.00 96.71 *
Mumbai* 3.0 35.93 Not available *
North East ^** 0.25 8.76 64.74
Orissa 0.40 26.27 64.73
Punjab 1.44 31.17 110.22
Rajastan 1.14 49.52 73.26
Tamil
Nadu(including
Chennai since
2005)
3.16 78.96 118.29
Uttar
Pradesh(East)
1.20 77.74 62.65(Combined)*
Uttar
Pradesh(West) &
Uttarakhand
0.79 55.12 62.65(Combined)*

34
Telecom circle
Wireline
subscriber
base in
million(May
2012)
Wireless
subscriber
base in
million(May
2012)
Teledensity (May
2012)
West
Bengal(excluding
Kolkata)***
0.62 46.79 80.56 *
Population statistics are available state-wise only. North east circle includes Arunachal Pradesh,
Manipur, Meghalaya, Mizoram, Nagaland, & Tripura West Bengal circle includes Andaman-
Nicobar and Sikkim.

35
DoT proposes three revenue-sharing for ADC
NEW DELHI: The Department of Telecom is understood to have proposed three models for
switching to the revenue share-based Access Deficit Charge, which includes a higher revenue
share on International Long Distance calls.
As per DoT's draft ADC note, three models which should be looked at are a plain model with a
higher percentage of revenue share on all calls -- local, STD and ILD; fixing a certain amount of
revenue share on calls; and giving ILD operators the option of negotiating settlement rates with
their global partner carriers for call termination.
The proposal for a higher revenue share on ILD calls and normal revenue share on other calls has
been included so as to reduce impact on the local calls.
The ADC component on incoming ISD calls accounts for nearly Rs 2,000 crore of the total Rs
5,000 crore.
Considering that ADC has a bearing on long distance call tariffs, TRAI would be empowered to
decide on the amount (of tariffs) and the amount of revenue-share but the directive has to be
from DoT, it said.
This move might further reduce call tariffs and serve as a major incentive to telecom operators.
DoT will announce the new regime under which the levy (ADC), paid by private operators to
state-owned BSNL to meet social obligations like rural telephony, would be calculated on the
basis of revenue of a service provider shortly.
The move is expected to bring down tariffs, mainly of long distance calls.
The ADC is a charge paid by operators to BSNL, primarily to compensate the PSUs operations
in un-remunerative rural markets.
Usually, telecom companies pass on the full benefits of such cost reductions. In the case of the
ADC, they will be under pressure to do so since the entire levy is borne by the consumer.

36
TRAI to investigate lifetime offers
TRAI (Telecom Regulatory Authority of India) seems determined to stem the rising tide of
euphoria over lifetime validity offers made by various cellular service providers. The regulator
has announced that it will investigate the viability of the different lifetime validity options, which
have been introduced of late. A TRAI official said that they would look into all aspects of these
schemes, and might take action if required and that TRAI would submit its report on the matter
soon.
Recently there's been a spate of lifetime offers, with cellular operators seemingly in a mad rush
to provide lifetime validity pre-paid cards, with a one-time entry fee. The trend-setter happened
to be Sunil Mittal-owned Bharti Televentures which introduced a lifetime offer with one-time
payment of Rs 999.
Soon Hutch, Reliance Infocomm, Idea Cellular, Spice and even state-run behemoths - MTNL
and BSNL, followed suit. Apparently, none wanted to be left out in the cold. Idea cellular even
went a step further, by offering lifetime services in both the pre-paid and post-paid segments.
The extended validity plan is the brain-child of Tata Teleservices which had earlier offered a
two-year validity on its pre-paid card. However, at the time the move was strongly opposed by
the Cellular Operators' Association of India (COAI) saying it might amount to predatory pricing.

37
MTNL Delhi Launches Per Second 3G Starter Pack 127
Mahanagar Telephone Nigam Ltd (MTNL) today announced the launch of new Prepaid 3G
Starter Up Pack for Rs.127 with per Second pulse for Home and Roaming calls in Delhi circle.
MTNL Starter Pack 127 comes for Rs.124 with Free 3G SIM Card and Plan Voucher (FRC)
which provides lot of freebies like 127 Min Local (Any N/w), 127 Min STD Calls, 127 Local
SMS (Any N/w), 127 National SMS and 127 MB 3G Data valid for 30 days from the date of
activation.
Local Voice and Video calls to MTNL network (Mobile/Landline) and Voice Calls to other local
networks will be 1 paisa per second. STD and National Roaming call charges to all network will
be 1.2p/Sec (6 paisa for 5 seconds).
This plan comes with tariff validity of 365 days and account validity will be as ‗Life Time –
Jeevan Sathi‘ plan. After one year the customer will be shifted to Base Plan tariff if not
recharged with any plan coupons.

39
MTNL Mumbai Launches 10 Mbps and 20 Mbps FTTH Unlimited
Broadband Plans
In a bid to offer next generation telecom services at affordable rates, Mumbai‘s largest
Broadband Service provider Mahanagar Telephone Nigam Ltd (MTNL) today announced the
launch of new ultra high speed tariff plans for Fibre-to-the-home (FTTH) Broadband service
with core network speed up to 10 Gbps in Mumbai Telecom circle.
MTNL introduces five 10 Mbps FTTH Unlimited Broadband plans (with FUP on
Speed) starting from Rs.790 per month. MTNL also launched various Limited and True
Unlimited FTTH broadband plans with speed 10 Mbps to 20 Mbps for Mumbai circle.
MTNL FTTH Broadband can offer plethora of services based on Triple play(voice-video-data)
services like IPTV, HDTV, 3DTV, video on demand , Bandwidth on Demand, Instant Video
conferencing , interactive gaming , and several other VAS which can be only possible through
FTTH.

40
MTNL Mumbai FTTH Broadband Plans in Details :

41
GSM subscribers decline 6.6 mn to 657.16 mn in December
KOLKATA: GSM operators lost 6.62 million customers in December 2012 after losing nearly
10 million in the month prior to that as India's financially-stressed mobile phone companies
continued to weed out inactive users. At the same time, customer additions have also crashed
after the telecom department recently unveiled stringent, new subscriber verification norms.
The pan-India GSM subscriber base last month stood at 657.16 million, a 1% dip over the
November '12 level. The country's top three GSM carriers -- Bharti Airtel, Vodafone and Idea
Cellular that account for nearly 67 % of the sector's revenues -- jointly lost 5.17 million
subscribers last month, according to latest customer numbers released by the Cellular Operators
Association of India (COAI), the industry lobby representing GSM operators.
Bharti Airtel, Vodafone, Idea and Aircel lost a whopping 1.7 million, 3.28 million, 0.19 million
and 1.97 million customers respectively in December, which resulted in Vodafone and Aircel
marginally losing market share from last November levels, while Airtel and Idea saw a fractional
rise during the period. These same telcos had lost 2.8 million, 2.38 million, 1.56 million and 1.46
million customers respectively in November. Uninor, however, is an exception as it has actually
managed to add 0.91 million customers last month, courtesy its "strong mass market
distribution" and by making "basic services available at "sabse sasta" tariffs.
Vodafone, Bharti Airtel, Idea and Aircel declined to respond to ET's specific queries on the
reasons behind the continuing decline in their customer numbers. But industry experts said the
continuing slide is only to be expected at a time when the top three GSM carriers have "slashed
freebies and increased 2G data rates recently to cover costs and spruce up margins.
Executives close to Aircel claimed the Indian arm of Malaysia's Maxis, had been steadily losing
customers these past two months also after its recent decision to ramp down GSM operations in
five unprofitable regions (MP, Punjab, Haryana, Rajasthan and Gujarat) amid surging costs and
severe margin pressure.

42
CDMA Subscriber Base Dwindles
There were fewer takers for CDMA in January, which show a decline in customers across the
board compared to GSM.
The CDMA subscriber numbers for January 2013 show a dwindling subscriber base. CDMA,
which is a mass volume segment, seems to have fewer takers than the more popular GSM
segment. Reliance Communications lost 2.2 lakh subscribers leaving their total at 1,183 lakh
subscribers.
Tata Teleservices seemed to have lost the most number of subscribers in January, losing 18.7
lakh subscribers in just one month. The company‘s total number of subscribers stood at 676 lakh.
The massive decline in subscriber numbers was mainly due to suspension of operations in the
Assam, Jammu & Kashmir, and Northeast circles.
Another significant CDMA player, Sistema Shyam Teleservices, lost 5.26 lakh subscribers in
January.
The erosion in CDMA subscriber base is in contrast to the GSM numbers, which showed a
marginal increase in subscriber base. The total number of GSM subscribers at the end of January
stood at 657.56 million, an addition of 0.4 million subscribers against the decline of 6.62 million
in December 2012.

43
CHAPTER-3
OBJECTIVES
OF
STUDY

44
OBJECTIVS OF STUDY
To study the various telecom services
To find out the consumer prospective regarding various telecom services
To study the features and benefits of telecom services

45
CHAPTER-4
RESEARCH
METHODOLOGY

46
INTRODUCTION
Research methodology has many dimensions and research methods to constitute a part of
the research methodology. The scope of research methodology is wider than that of research
methods. Thus, when we talk of research methodology we not only talk of the research method
but also consider the logic behind the methods we use in the context of our research study and
why we are using a particular method or technique and we are not using others so that research
results are capable of being evaluated either by the researcher himself or by other. Why a
research study has been undertaken, what data have been collected and what particular method
has been adopted, why particular technique of analyzing data has been used and a host of similar
other question are usually answered when we talk of research methodology concerning a
research problem or study.
The research method selected for the study is a combination of a survey and an industrial
study. The survey research method is described hereunder that:
It is a design in which primary data is gathered from members of the sample that represents a
specific population;
It is a design in which a structure and systematic research instrument like a questionnaire or
an interview schedule is utilized together with the primary data;
It is a method in which the researcher manipulates no explanatory variables because they
have already occurred and so they cannot be manipulated;
Data are not directly from the subjects;
The subjects give the data the natural settings of their workplaces;
The answers of the respondents are assumed to be largely unaffected of the content in which
they are brought
The impacts of the confounding factors are ―controlled‖ statistically; and
The aim of the research may span from the exploration phenomena to hypotheses testing
(stone 1995).
The survey research method has some merit, which are to be articulated hereunder: In the
survey research method, the sample of the respondents are selected in such a way as to make
it low due to the utilization of big sample sizes, which results in generally low sample errors.

47
The survey research method also has the merit that data collection takes place in the
―natural‖ settings of the workplace rather than an activated laboratory. Data are not directly
from the respondents. The advantage that the survey yields data that suggests new hypothesis
is very illuminating. There is also the merit that a set of systematic data collection
instruments such as questionnaire interview schedules and observation gadgets can either be
used alone or in conjunction with other instruments (stone, 1995).
According to Prof. Phillip Kotler, ―Marketing research is the systematic,
design, collection, analysis and reporting of the data and finding relevant to
specific marketing situation facing the company‖. Marketing is restless, changing dynamic field.
Since 1920 many important and dramatic changes have taken place in marketing, thousands of
new products including those of entries of new industries such as automobiles, electronics and
computer, textile, walk product etc. have appeared in the market. The market orientations have
changed from production to market.
RESEARCH DESIGN : Descriptive & Exploratory Design
DATA SOURCE : Primary and Secondary
RESEARCH APPROACH : Observations, Survey
SAMPLING UNIT : Telecom sector provide various services to the customer
SAMPLING SIZE : 100 people
SAMPLE TECHNIQUE : Stratified random sampling

48
DATA COLLECTION SOURCE
1) Primary data: The primary data is the data gathered for a specific
purpose or specific research report. I have collected primary data with the
help of questionnaires.
2) Secondary data: The secondary data is the data that have been already
collected by and readily available from other sources. The secondary data
I have used in my research report is basically collected from the
magazines & websites of trade organizations.
APPROACH FOR COLLECTION OF DATA
1. Survey: The Survey method is the technique of gathering data by asking questions to
people who are thought to have desired information. A formal list of questionnaire is
prepared. Generally a non disguised approach is used. The respondents are asked
questions on their demographic interest opinion.
2. Observation: The observation method involves human or mechanical observation of
what people actually do or what events take place during a buying or consumption
situation. ―Information is collected by observing process at work.

49
CHAPTER-5
DATA ANALYSIS &
INTERPRETATION

50
[1] Which company do you consider as most popular in your friend circle?
Table 1
Option of respondents No. of respondents Percentage
Airtel 31 31%
Idea 12 12%
Vodafone 36 36%
BSNL 11 11%
Tata docomo 10 10%
Other 0 0%
Graph 1
INTERPRETATION: According to 100 respondents 31% of them say that Airtel company is
most popular in their friend circle, 12% of them say that Idea company is most popular in their
friend circle, 36% of them say that Vodafone company is most popular in their friend circle, 11%
of them say that BSNL company is most popular in their friend circle, and rest 10% of them say
that Tata docomo company is most popular in their friend circle.
31%
12%36%
11%
10%
Airtel
Idea
Vodafone
BSNL
Tata docomo
Other

51
[2] Which company’s connection are you using currently?
Table 2
Airtel 32 32%
Idea 13 13%
Vodafone 31 31%
BSNL 9 9%
Tata docomo 12 12%
Other 3 3%
Graph 2
INTERPRETATION: According to 100 respondents 32% of them say that they are using Airtel
connection, 13% of them say that they are using Idea connection, 31% of them say that they are
using Vodafone connection, 9% of them say that they are using BSNL connection, 12% of them
say that they are using Tata docomo connection, and rest 3% of them say that they are using
Other connection.
Airtel Idea Vodafone BSNL Tata
docomo
Other
32%
13%
31%
9%
12%
3%

52
[3] How do you come to know about the company?
Table 3
Friend circle 63 63%
Hoarding 7 7%
Magazine 4 4%
TV 26 26%
Graph 3
INTERPRETATION: According to 100 respondents 63% of them say that they know about the
company from friend circle, 7% of them say that they know about the company from hoarding,
4% of them say that they know about the company from magazine, and rest 26% of them say that
they know about the company from TV.
63%
7% 4%
26%
Friend circle Hoarding Magazine TV

53
[4] Which type of connection are you using?
Table 4
Post paid 17 17%
Prepaid 83 83%
Graph 4
INTERPRETATION: According to 100 respondents 17% of them say that they are using
postpaid connection, and rest 83% of them say that they are using prepaid connection.
Post paid
Pre paid
17%
83%

54
[5] Since how long have you been using it?
Table 5
< 6 months 12 12%
6-12 months 10 10%
1-2 years 19 19%
>2 years 59 59%
Graph 5
INTERPRETATION: According to 100 respondents 12% of them say that they are using it
from < 6 months, 10% of them say that they are using it from 6-12 months, 19% of them say that
they are using it from 1-2 years, and rest 59% of them say that they are using it from > 2 years.
12%
10%
19%
59%
<6 months
6-12 months
1-2 years
>2years

55
[6] What is your monthly recharge expenditure for pre-paid connection?
Table 6
Below 100 Rs 9 9%
100-200 Rs 31 31%
200-300 Rs 18 18%
300-400 Rs 9 9%
Above 400 Rs 16 16%
Postpaid user 17 17%
Graph 6
INTERPRETATION: According to 100 respondents 9% of them say that their monthly
recharge is below 100 Rs, 31% of them say that their monthly recharge is 100-200 Rs, 18% of
them say that their monthly recharge is 200-300 Rs, 9% of them say that their monthly recharge
is 300-400Rs, 16% of them say that their monthly recharge is above 400 Rs, and rest 17% of
people use postpaid connection.
9%
31%
18%
9%
16%
17%
Below 100 Rs
100-200Rs
200-300Rs
300-400Rs
Above 400Rs
Post paid user

56
[7] How often do you recharge your connection?
Table 7
Once 10 10%
2-3 times 33 33%
3-4 times 18 18%
More than 4 times 22 22%
Postpaid user 17 17%
Graph 7
INTERPRETATION: According to 100 respondents 10% of them say that they recharge their
connection only once in a month, 33% of them say that they recharge their connection 2-3 times
in a month, 18% of them say that they recharge their connection 3-4 times in a month, 22% of
them say that they recharge their connection more than 4 times in a month, and rest 17% of
people use postpaid connection.
Once
2-3 times
3-4 times
more than 4 times
Post paid user
10%
33%
18%
22%
17%

57
[8] Have you ever changed your mobile connection any time in the past?
Table 8
Yes 29 29%
No 71 71%
Graph 8
INTERPRETATION: According to 100 respondents 29% of them say that yes, they changed
their mobile connection in the past, and rest 71% of them say that no, they do not changed their
mobile connection in the past.
29%
71%
Yes No

58
[9] How much satisfied are you with your current connection?
Table 9
Affordable 53 53%
Expensive 35 35%
Very expensive 10 10%
Not affordable 2 2%
Graph 9
INTERPRETATION: According to 100 respondents 53% of them say that they are affordable
with their current connection, 35% of them say that they are expensive with their current
connection, 10% of them say that they are very expensive with their current connection, and rest
2% of them say that they are not affordable with their current connection.
Affordable Expensive Very expensive Not affordable
53%
35%
10%
2%

59
[10] What features makes a company most popular according to your views? (any one)
Table 10
Call charges 33 33%
SMS charges 12 12%
Roaming charges 5 5%
Internet service 23 23%
Bill payment options 6 6%
Network service 21 21%
Graph 10
INTERPRETATION: According to 100 respondents 33% of them say that call charges is most
popular, 12% of them say that SMS charges is most popular, 5% of them say that roaming
charges is most popular, 23% of them say that internet service is most popular, 6% of them say
that bill payment option is most popular and rest 21% of them say that network service is most
popular according to their views.
33%
12%
5%
23%
6%
21% Call charges
SMS charges
Roaming charges
Internet service
Bill payment option
Network service

60
[11] What are the stronger features that might force you to switch from your current
service provider to the next best one?
Table 11
Call charges 30 30%
SMS charges 18 18%
Roaming charges 7 7%
Internet service 22 22%
Bill payment options 4 4%
Network service 19 19%
Graph 11
INTERPRETATION: According to 100 respondents 30% of them say that call charges is the
stronger feature that might force to switch this service, 18% of them say that SMS charges is the
stronger feature that might force to switch this service, 7% of them say that roaming charges is
the stronger feature that might force to switch this service, 22% of them say that internet service
is the stronger feature that might force to switch this service, 4% of them say that bill payment
option is the stronger feature that might force to switch this service and rest 19% of them say that
network service is the stronger feature that might force to switch this service.
Call
charges
SMS
charges
Roaming
charges
Internet
service
Bill
payment
option
Network
service
30%
18%
7%
22%
4%
19%

61
[12] How frequently are you calling customer care ?
Table 12
Daily 10 10%
Weekly 9 9%
Fortnightly 14 14%
Monthly 67 67%
Graph 12
INTERPRETATION: According to 100 respondents 10% of them say that they call customer
care daily, 9% of them say that they call customer care weekly, 14% of them say that they call
customer care fortnightly, and rest 67% of them say that they call customer care monthly.
Daily
Weekly
Fortnightly
Monthly
10%
9%
14%
67%

62
[13] Are you satisfied with the customer care helpline?
Table 13
Highly satisfy 5 5%
Satisfy 39 39%
Average 34 34%
Dissatisfy 13 13%
Highly dissatisfy 9 9%
Graph 13
INTERPRETATION: According to 100 respondents 5% of them say that they are highly
satisfy with the customer care, 39% of them say that they are satisfy with the customer care, 34%
of them say that they are average with the customer care, 13% of them say that they are
dissatisfy with the customer care, and rest 9% of them say that they are highly dissatisfy with the
customer care.
5%
39%
34%
13%
9%
Highly satify
Satisfy
Average
Dissatisfy
Highly dissatify

64
FINDINGS
Airtel has the maximum subscribers due to their better service and best network connectivity.
Maximum subscriber have prepaid connections rather than the post paid ones as they wants to
use its full time usages of money. Cost not much matters but the regular connectivity and better
services are the key points for any mobile service provider to be the best in the market.
Gone are the days when fewer people have mobile connection, competition in the market and its
technical use make everyone taking usages and now maximum subscribers have connections for
many days. Mobiles are maximum used by students to access social networking websites.
Mix response have been watched by the subscribers as the want to take full use of it whether
incoming or outgoing.
When you get the good service and connectivity you remain happy and satisfied with the call
rates and monthly rentals but if get poor service then definitely it pinches.
Yes, the other telecom service gives more benefit regarding call rate and free roaming facilities,
do you switch from your current mobile service. Mobile subscribers want good connectivity, free
MMS and SMS services with free national roaming and low priced international calls.

66
SUGGESTIONS
Telecom companies whether GSM or CDMA, they have to be fully updated with the technology
to get fit in the telecom set.
One notable break with the past is that with opening up of the developing economies and
widespread sectoral reforms, catching up process has become faster. Developing countries with
liberal policies have much opportunity to leapfrog than before. Mobile experience of the low
income countries bears testimony to this process. India is a participant in this global process.
There is tremendous appetite to absorb new technology. At the higher of the market, India will
mimic the most sophisticated telecom technology of the world and face all types of uncertainties
that are associated with any new technology anywhere in the world. It will take time for the
market for new technologies to consolidate. Market maturing will be continuous process at some
of the segments of telecom sector. This holds good even today. Today‘s market does not
guarantee ‗reliable revenue stream‘ to investors in new technology like VoIP, Broadband and 3G
since they lack an existing client base. Side by side, a process of diffusion will continue
unhindered in respect of established technology in the mass market.

67
CHAPTER-8
CONCLUSION &
APPENDICES

68
CONCLUSION
In case of mobile services, the users are having maximum GSM service rather than the CDMA
service. The area of the internet is still watchful, it get improved but still needs attention as many
of the user still don‘t have internet facility.
The telecom sector has to grow its technology as to provide more and more broadband services
to the users in connection to remit out dial up connections which are slow ones.
Gone are the days when people are starving for just one telecom line connection, now the
scenario has changed and people now having 2 or also more than 2 telecom connections with
them.
Gone are the days when you have made queue for telecom connection, now are the days when
you just have dial toll free numbers and you will get the connection with in few days.
Growing completion has make the telecom market flexible, now there is no fix limit or bar, you
can bargain at the time of arranging telecom connection for the personal and professional use.
To provide better telecom services, companies are now providing discounts, schemes and other
lucrative gifts to attract the customer and in this context, their quality, efficiency specially the
demand is increasing.
AIRTEL and VODAFONE are toping the chart in case of mobile communication in the country
with respect to other mobile service providers like Tata docomo, BSNL, and others.

69
QUESTIONNAIRE
I XYZ, I am pursuing MBA from COLLEGE/UNIVERSTY NAME. I am doing a survey
on “Changing consumer prospective on various telecom services”. Please cooperate with
me for filling up this questionnaire and the information gathered will be kept confidential
and will only be used for research purpose.
NAME OF PERSON :________________________________________
YOUR AGE:(a) 01-10
(b) 11-20
(c) 21-30
(d) 31-above
SEX: (a) Male (b) Female
[1] Which company do you consider as most popular in your friend circle?
(a) Airtel (b) Idea (c) Vodafone (d) BSNL (e) Tata docomo
(f) other
[2] Which company‘s connection are you using currently?
(a) Airtel (b) Idea (c) Vodafone (d) BSNL (e) Tata docomo
(f) Other
[3] How do you come to know about the company?
(a) Friend circle (b) Hoarding (c) Magazine (d) TV
[4] Which type of connection are you using?
(a) Post paid (b) Prepaid

70
IF POST PAID, THEN SKIP QUES. 6 & 7
[5] Since how long have you been using it?
(a) < 6 months (b) 6-12 months (c) 1-2 years (d) > 2 years
[6] What is your monthly recharge expenditure for pre-paid connection?
(a) below 100 Rs (b) 100-200 Rs (c) 200-300 Rs (d) 300-400 Rs
(e) above 400 Rs
[7] How often do you recharge your connection?
(a) once (b) 2-3 times (c) 3-4 times (d) more than 4 times
[8] Have you ever changed your mobile connection any time in the past? If yes, then what
was the reason behind it?
(a) Yes,because_______________________________________________________
(b) No
[9] How much satisfied are you with your current connection?
(a) Affordable (b) Expensive (c) Very expensive (d) Not affordable
[10] Out of 10 how much marks will you give that connection you used now?
(a) < 6 (b) 6 (c) 7 (d) 8 (e) 9 (f) 10
[11] What features makes a company most popular according to your views? (any one)
(a) Call charges (b) SMS charges (c) Roaming charges (d) Internet service
(e) Bill payment options (f) Network service

71
[12] What are the stronger features that might force you to switch from your current service
provider to the next best one?
(a) Call charges (b) SMS charges (c) Roaming charges (d) Internet service
(e) Bill payment options (f) Network service
[13] How frequently are you calling customer care ?
(a) Daily (b) Weekly (c) Fortnightly (d) Monthly
[14] Are you satisfied with the customer care helpline?
(a) Highly satisfy (b) Satisfy (c) Average (d) Dissatisfy (e) Highly dissatisfy
[15] Any suggestions :
………………….………………….………………….………………….…………………
………………….………………….………………….………………….…………………
………………….………………….………………….………………….…………………
………………….………………….………………….………………….…………………
Signature:
THANK YOU

72
BIBLIOGRAPHY
WEBSITES
www.airtelworld .com
www.ideacellular.com
www.bsnl.co.in
www.vodafone.co.in
www.indiatelecom.com/telecom_service_providers_india.htm
http://en.wikipedia.org/wiki/Indian_Telecommunication_Service
http://www.zonkerala.com/articles/mobile-phone-industry.htm

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