1. MAJOR RESEARCH REPORT
ON
“A Study of Level of Customer Satisfaction of Reliance
Mobile Services in Kota City”
A Major Research Report
Submitted in partial fulfillment of the requirements for the
Award of the degree of
Master of Business Administration
From University Of Kota, Kota (Raj.).
Academic Session 2006-2007
PROJECT GUIDE: SUBMITTED BY:
MR. Mohit Panth Amit Vijayvargiya
Faculty, OKIMR, Kota MBA- Marketing
OKIMR, Kota
OM KOTHARI INSTITUTE OF MANAGEMENT & RESEARCH, KOTA.
(AFFILIATED TO UNIVERSITY OF KOTA, KOTA)

2. OM KOTHARI INSTITUTE OF MANAGEMENT & RESEARCH
(Affiliated to University of Kota, Kota, Approved by All-India Council for Technical
Education-Government of India and Sponsored by Om Kothari Foundation, Kota)
CERTIFICATE
This is to certify that Mr. Amit Vijayvargiya a student of MBA II Year at Om
Kothari Institute of Management and Research has completed Major
Research Project entitled “A Study of Level of Customer Satisfaction of
Reliance Mobile Services in Kota City”. The project has been completed
after studying for one year in MBA course and for partially fulfilling the
requirements for award of degree of Master of Business Administration of
University of Kota, Kota.
The Major Research Project has been completed under the guidance of
“Mr. Mohit Panth” of OKIMR and is as per norms and guidelines provided.
Dr. K.C. Shringi Mr. Mohit Panth
Director Academic Guide
Kota
Date:
A-1, Special I.P.I.A. Jhalawar Road, Kota-324005
: 0744-2490878, 2490402, E-mail: oki_mr@rediffmail.com
Fax: 0744-2438069

3. OM KOTHARI INSTITUTE OF MANAGEMENT & RESEARCH
(Affiliated to University of Kota, Kota, Approved by All-India Council for Technical
Education-Government of India and Sponsored by Om Kothari Foundation, Kota)
CERTIFICATE
This is to certify that Mr. Amit Vijayvargiya a student of MBA II Year at Om
Kothari Institute of Management and Research, has submitted Major Research
Project entitled “A Study of Level of Customer Satisfaction of Reliance Mobile
Services in Kota City” The project has been completed after studying for one year
in MBA course and for partially fulfilling the requirements for award of degree of
Master of Business Administration of University of Kota, Kota.
The Major Research Project has been evaluated and viva-voce conducted by the
undersigned panel of examiners. The project has been found
satisfactory/unsatisfactory and is recommended/not recommended for acceptance.
Prof. Prof.
Internal Examiner External examiner
Kota
Date:
A-1, Special I.P.I.A. Jhalawar Road, Kota-324005
: 0744-2490878, 2490402, E-mail: oki_mr@rediffmail.com
Fax: 0744-2438069

4. PREFACE
Good decisional research project result in helping to make the best decisions
that can be made at the least cost of making it.
Marketing management deals with how organizations and people can better
manage their exchange activities to produce income for themselves and
satisfaction for others. Marketing consist of asset of principles for choosing
target markets, evaluating customer needs, developing wants satisfying
products and service, and delivering value to customers and profit to the
company. Effective marketing decisions are based on sound information; the
function of marketing research is to provide information that will assist
marketing managers in making decisions.
The research project undertaken was “A Study of Level of Customer
Satisfaction of Reliance Mobile Services in Kota City”.
Marketing is a task of Creating, Promotion & Delivering goods or services to
consumers, these function leads to deliver customer satisfaction. Customer
satisfaction is the individual’s perception of the performance of the product or
services in relation to his or her expectations. The overall objective of providing
value to customers continuously & more effectively than the competitor is to
have highly satisfied customers, this is called customer retention makes it in the
best interest of customers to stay with the company than to switch over to
another firm. Some extra strategies to deliver a appropriate level of satisfaction
of the customers.
Amit Vijayvargiya

5. ACKNOWLEDGEMENT
I wish to acknowledge my profound gratitude to the distinguished Om Kothari
institute of management & research, Kota which has given me an opportunity to
do this project work.
I would like to express my gratitude Mr. Shwetank Sharma (Customer Care
Head-Infocomm) for giving the opportunity to working a Major research in
Reliance Infocomm in Kota.
I am also committed to offer my thanks to Mr. Ravindra Vijayvargiya
(Sales & Customer care executive) who’s valuable and appropriate direction in
all respect was very helpful in preparing this report.
I am own a gratitude towards Dr. Guru Datt Kakkar, Mr. Mohit Panth faculty of
Om Kothari Institute of Management & Research for giving guidance and
expertise while preparing this report.
Finally I wish to thanks my family and friends who have encouraged me at
every step, without their inspiration I could not take this challenging task.
Amit Vijayvargiya

6. DECLARATION
I hereby declare that the presented report entitled “A Study of Level of
Customer Satisfaction of Reliance Mobile Services in Kota City” is based
on the original work and indebtedness on other work publication has been duly
acknowledged at relevant place.
Submitted By:
Amit Vijayvargiya
MBA Part-II

7. EXECUTIVE SUMMARY
The Indian telecom industry is on the path of resurgence. The gradual opening
up of the economy ensured steady growth even at a time when other countries
were in a grip of massive show down. Progressive reforms such as the removal
of the restrictions on foreign investment and De licensing resulted in the growth
of the economy.
Tailoring the EXIM policy to promote exports and aligning the import duties to
meet WTO commitments further contributed to this development. This trend is
expected to continue in the next five year, driven by a favorable business policy
environment in term of tax cuts, broadening tax base, and reduced interest rates
on borrowings.
Such structural changes have had a positive impact on the telecommunications
sector and a compound annual growth rate (CAGR) of 13.42 percent is
estimated for 2000-2006. The future of the industry lies in the mainline and
cellular segment and constant technological innovations such as Internet
protocol based service. Revenues from voice services are expected to increase
sharply due to a surge in usage. The telecommunications industry in India is
likely to see consolidation among major operators and privatization of many
government companies.

8. The rise in demand for telecom services in India is not to the basic telephony
services. It has rather expanded its horizon to cellular, radio paging, value-
added services, internet and global mobile communications by satellite
(GMPCS) services in the country. Predicting the growth many analysts that the
demand of Indian telephony and cellular services are expected to rise further
over the few years.
Telecommunications is one of the prime support services need for rapid growth
and modernization of various sector of economy. It has become especially
important in recent years because of enormous growth of information
technology and its significant impact on the rest of the economy. India is
perceived to have a special comparative advantage in IT and IT- enabled
services. However, sustaining this advantage depends critically on high quality
telecommunication infrastructure. Keeping this in view, the focus of policy is
vision of world-class telecommunication facilities at reasonable rates. Provision
of telecom services in rural areas would be another thrust area to attain the goal
of accelerated economic development and social change. The telecom sector in
India has been witnessing a continuous process of reforms since 1991. with the
opening of international long distance services and internet telephony from
April2002 the process of liberalization and opening up the sector for
competition is complete. Convergence of services is major new emerging area
and the telecom sector will have to address.
The major carried out in the telecom sector so for are given below:

9. Reforms in the Telecom sector
 Telecom equipment manufacturing was completely deregulated in 1991.
 Value added services, including cellular phone services, were thrown
open to private in basic services was announced in 1994. An independent
regulatory authority called, Telecom Regulatory Authority of India
(TRAI), was setup in 1997.
 Migration from the regime of fixed license fee to new regime of revenue
share was permitted in August, 1999.
 National long distance service was opened for competition in August,
2000.
 The communication convergence bill 2001 was introduced in Lok Sabha
and has been referred to the standing committee of parliament.
 International long distance (ILD) services have been opened for
competition since 1st April 2002.
New Telecom Policy
The new telecom policy (NTPC) announced in1999 modified the NTP,1994 to
take into account the far-reaching technological development taking place in the
telecom sector globally and implement the government’s resolve to make India
a global IT superpower. NTP, 1999 also seeks to problems arising out of the
implementation of NTP, 1994.

10. CONTENTS
Certificates
Preface
Acknowledgement
Executive Summary
S.No. TOPIC Page No.
Chapter –I Indian Telecom Industry 1-5
 History
 Cellular Subscribers scenario in India
Chapter –II Company Profile 6-42
 About Dhirubhai Ambani
 Dhirubhai's Dream
 Vision
 Business
 Wireless ATMs
 Mobile Virtual Private Network (VPN)
 Broadband, E-education
 Rural Communication
 High Speed Public Tele-Info Centre
 Broadband Surfing, E-Ticketing, Video Conferencing
 Digital Electronic News Gathering, Tele-medicine,
Virtual Mall
 Internet Data Center, Global network

11.  Highlights of International and National Long Distance
(ILD & NLD) services
Chairman's Profile
 Awards and Achievements
 Network in India
 Postpaid & prepaid
 Handsets Models
 SWOT analysis
Chapter –III Conceptual Frame Work 43-53
 Customer is the king
 Customer satisfaction in 7 steps
 Customer satisfaction process
 Customer satisfaction measurement tools
 Several levels of customers
 Managing customer satisfaction
 Importance of customer satisfaction
Chapter- IV Research Methodology 54-59
 Objective of research
 Research problem
 Research design
 Sample design
 Data collection method

12.  Limitation of research
Chapter – VI Data Interpretation & Graphical Presentation 60-70
 Response of Reliance Subscribers
Chapter – VII Conclusion and Recommendation 71-73
Bibliography
Appendix - Questionnaires of Customer Satisfaction Level