Documents

Table of Contentschapters Particulars Page No Acknowledgement 4 Table of Contents 5 List of Tables 6 List of Charts 7 Abstract 8 i 1

Description
ebay
Categories
Published
of 13
21
Categories
Published
All materials on our website are shared by users. If you have any questions about copyright issues, please report us to resolve them. We are always happy to assist you.
Share
Transcript
  1.   TABLE OF CONTENTSCHAPTERS PARTICULARS PAGE NO ACKNOWLEDGEMENT 4 TABLE OF CONTENTS 5 LIST OF TABLES 6 LIST OF CHARTS 7 ABSTRACT 8 I 1.1INTRODUCTION TO THE STUDY 9 1.2 INDUSTRY PROFILE 10 1.3 COMPANY PROFILE 21 1.4 PRODUCT PROFILE 27 1.5 OBJECTIVES OF THE STUDY 33 1.6 SCOPE OF THE STUDY 33 1.7 LIMITATIONS OF THE STUDY 34 II 2. REVIEW OF LITERATURE 35 III 3. RESEARCH METHODOLOGY 36 IV 4. DATA ANALYSIS AND 39 INTERPRETATION V 5.1 SUMMARY OF FINDINGS 53 5.2 SUGGESTIONS AND 53 RECOMMENDATIONS 5.3 CONCLUSION 54 BIBLIOGRAPHY 54 1 2.   LIST OF TABLESTABLE PARTICULARS PAGENO NO 1 Which connection you use in your mobile 39 2 Why did you choose Prepaid or postpaid 40 3 If you use prepaid connection, which recharge voucher, you use 41 per month 4 How do you come to know about new scheme of Idea 42 5 how many times do you visit Idea Service Centre 43 6 What was your satisfaction level after visit of service Centre 44 7 Do you think Idea call rates are reasonable 45 8 Do you Idea network provides better communication service 46 9 Do idea provides better communication service from it 47 competitors 10 You said you were treated poorly or rudely. What exactly did 48 idea employees do? Please try to describe specific behaviors, if possible 11 Did the SERVICE provided by Idea people fail to perform as 49 promise 12 Did Idea employees treat you poorly or rudely 50 13 Did some other type of problem happen that we did not mention 51 yet 14 Which of the following are priced high by Idea that prompted you 52 to cancel your connection 2 3.   LIST OF CHARTSCHART PARTICULARS PAGENO NO 1 Which connection you use in your mobile 39 2 Why did you choose Prepaid or postpaid 40 3 If you use prepaid connection, which recharge voucher, you use 41 per month 4 How do you come to know about new scheme of Idea 42 5 how many times do you visit Idea Service Centre 43 6 What was your satisfaction level after visit of service Centre 44 7 Do you think Idea call rates are reasonable 45 8 Do you Idea network provides better communication service 46 9 Do idea provides better communication service from it 47 competitors 10 You said you were treated poorly or rudely. What exactly did idea 48 employees do? Please try to describe specific behaviors, if possible 11 Did the SERVICE provided by Idea people fail to perform as 49 promise 12 Did Idea employees treat you poorly or rudely 50 13 Did some other type of problem happen that we did not mention 51 yet 14 Which of the following are priced high by Idea that prompted you 52 to cancel your connection 3 4.   ABSTRACTCustomer satis faction is the customer‟s fulfillment of the product quality and product cost and itsusage and to identify the customer satisfaction level towards IdeaCellular Service.This study helps to know the level of customer satisfaction and company also know thecus tomer‟s exceptions and to know how the customers come to know about he product, productimage, product awareness and product price.This study also helps to analyze the preference of people about the product and perception ofpeople towards the idea cellular.Descriptive study is undertaken, sample size chosen is 100, and the statistical tool used ispercentage analysis. 4 5.   Chapter- IIntroductionCustomer orientation stems from the company‟s adaption and implementation of the marketingconcept  –  A philosophy of every business unit, which as triple implementation namely:1.the victory of any business unit rest on customer who are willing to accept and pay for theproducts/services.2. the industry must be aware of what the  MARKET  wants well in advance of production3. customer wants must be monitored continuously for assured success and to have an edge overcompetitionThe need to satisfy the customer for success in any commercial enterprise is very obvious. Theincome of enterprises is deriver from the payments receive from the products and supply to itsexternal customers commercial. If there are no customers, there is no income and there is nobusiness , In order words, customer is the sole reason for the existence of commercialestablishments.Thus the core activity and perhaps one of the important activity and perhaps one of the mostimportant activities of any company is to attract and retain customers. It is therefore no surprisethat peter Drunker, the renowned management Guru has said “To satisfy the customer is themission and purpose of every business organization”. 5    6.   INDUSTRY PROFILETelecom Industry in India1. INDUSTRYOVERVIEW1.1 BackgroundThe Indian Telecommunications network is the third largest in the world and the second largestamong the emerging economies of Asia. Today, it is the fastest growing  MARKET  in the world.Thetelecommunication sector continued to register significant success during the year and hasemerged as one of the key sectors responsible for India‟s resurgent India‟s economic growth.1.1.1 GrowthThis rapid growth has been possible due to various proactive and positive decisions of theGovernment and contribution of both by the public and the private sector. The rapid strides in thetelecom sector have been facilitated by liberal policies of the Government that provide easymarket access for telecom equipment and a fair regulatory framework for offering telecomservices to the Indian consumers at affordable prices.1.1.2 WirelineVs WirelessIt has also undergone a substantial change in terms of mobile versus fixed phones and publicversus private participation. The preference for use of wireless phones has also been predominantin the sector. Participation of the private entities in the telecom sector is rapidly increasing ratethere by presenting the enormous growth opportunities. There is a clear distinction between theGlobal Satellite Mobile Communication (GSM) and Code Division Multiple Access (CDMA)technologies used and the graph below shows the divide between the two.1.2 Segment wise Status1.2.1 Wireline ServicesWith increasing penetration of the wireless services, the wirelineservices in the country arebecoming stagnant. On the other hand, Broadband demand has picked up and promises tostabilize fixed line growth. 6 7.   1.2.2 GSM SectorIn terms of the Global System for Mobile Communication (GSM) subscriber base this nowplaces India third after China and Russia. China had 401.7 million GSMsubscribers1.2.3 CDMA ServicesCDMA technology was introduced in India as a limited mobility solution. The introduction ofCDMA services has created competition, lowered tariffs and offered many citizens access tocommunication services for the first time1.2.4 Internet ServicesInternet services were launched in India on August 15, 1995. In November 1998 the governmentopened up the sector to private operators. A liberal licensing regime was put in place to increaseInternet penetration across the country. The growth of IP telephony or grey  MARKET  is also aserious concern. Government loses revenue, while unlicensed operation by certain operatorsviolates the law and depletes licensed operators market share. New services like IP-TV and IP-Telephony are becoming popular with the demand likely to increase in coming years. The scopeof services under existing ISP license conditions is unclear.1.3 Manufacture of Telecom EquipmentRising demand for a wide range of telecom equipment, particularly in the area of mobiletelecommunication, has provided excellent opportunities to domestic and foreign investors in themanufacturing sector. The last two years saw many renowned telecom companies setting up theirmanufacturing base in India. Ericsson has set up GSM Radio Base Station Manufacturing facilityin Jaipur. Elcoteqhas set up handset manufacturing facilities in Bangalore. Nokia set up itsmanufacturing plant in Chennai. LG Electronics set up plant of manufacturing GSM mobilephones near Pune. The Government has already set up Telecom Equipment and Services ExportPromotion Forum and Telecom Testing and Security Certification Centre (TETC). A largenumber of companies like Alcatel, Cisco have also shown interest in setting up their R&Dcenters in India. With above initiatives India is expected to be a manufacturing hub for thetelecom equipment.2 POLICY AND INITIATIVES2.1 Regulatory FrameworkThe Telecom Regulatory Authority of India (TRAI) was set up in March 1997 as a regulator forTelecom sector. The TRAI‟s fu nctions are recommendatory, regulatory and tariff setting in 7 8.   telecom sector. Telecom Disputes Settlement and Appellate Tribunal (TDSAT) came intoexistence in May, 2000. TDSAT has been empowered to adjudicate any dispute  –ã Between a licensor and a licens eeã Between two or more service providersã Between a service provider and a group of consumersã hear and dispose of appeal against any direction, decision or order of TRAITariffs for telecommunication services have evolved from a regime where tariffs weredetermined by Telecom Regulatory Authority of India to a regime where tariffs are largely underforbearance. TRAI intervenes by regulating the tariffs for only those services, the markets ofwhich are not competitive.Universal Service Obligation  FUND  (USOF) exclusively for meeting the Universal ServiceObligation was  established in April, 2002. The Universal Service Levy is presently 5 per cent ofthe Adjusted Gross Revenue (AGR) of all telecom service providers except the pure value addedservice providers like Internet, Voice Mail, E-Mail service providers etc. Indian Telegraph Acthas been amended in October‟2006 to provide support for all telegraph services including mobileand broadband to bridge the digital divide. With the introduction of the Unified AccessLicensing Regime, operators can offer telecom access services to consumers in a technologyneutral manner, subject to fulfilling certain conditions. Introduction of this regime has alsobroken the legal/regulatory impasse between the cellular and basic service providers. Issuance ofIntra-Circle Merger and Acquisition Guidelines provide investors an opportunity to take stakes inexisting telecom operations.2.2 Government InitiativesThe Government has taken the following main initiatives for the growth of the TelecomSector:ã All telecom services have been opened up for free competition for unprecedented growthã 217 (Information Technology Agre ement) ITA-I items are at zero Customs Duty. Specifiedcapital goods and all inputs required to manufacture ITA- I, items are at zero Customs Dutyã  Availability of low cost mobile handsets ãthe international Long Distance Services (ILDS)opened with effect fr om April 2002. Calling Party Pays (CPP) regime was implemented witheffect from 1st Mayã Guidelines for Unified Access Service License regime were issued in November 2003, 27licenses out of 31 Basic Service Licenses were converted to Unified Access Service 8 9.   Licensesã In April 2004, license fee for Unified Access Service Providers (UAS) was reduced by 2 percentã License fee for infrastructure Provider  -II reduced from 15 per cent to 6 per cent of the AdjustedGross Revenue and spectrum charges between 2 to 4 p er cent in June 2004ã Entry fee for NLD licenses was reduced to Rs. 2.5 Crore from Rs. 100 Crore. Entry fee for ILDreduced to Rs. 2.5 Crore from Rs. 25 Croreã Lease line charges have been reduced to make the bandwidth available at competitive prices tofaci litate growth in IT enabled servicesã One India plan i.e. single tariff of Re. 1/ -per minute to anywhere in India was introduced from1st March 2006 by the Public Sector Undertakings. This tariff was emulated by most of theprivate service providers also. This scheme has led to death of distance in telecommunicationand is going to be instrumental in promoting National Integration furtherã The robust telecom network has also facilitated the expansion of BPO industry that is having500,000 employees now and addi ng 400 employees per day.ã Annual license fee for National Long Distance (NLD), International Long Distance (ILD),Infrastructure Provider-II, VSAT commercial and Internet Service Provider (ISP) with internettelephony (restricted) licenses was reduced to 6 per cent of Adjusted Gross Revenue (AGR) witheffort from Jan 2006.ã The Government‟s policy is neutral on use of technology by telecom service providers subjectto availability of scarce resources such as spectrum etc.ã License Fees 6 -10 per cent of Adjusted Gross Revenue (AGR)2.3 Foreign Direct  INVESTMENT  PolicyForeign Direct Investment (FDI) was permitted in the telecom sector beginning with the telecommanufacturing segment in 1991 - when India embarked on economic liberalization. FDI isdefined as investment made by non-residents in the equity capital of a company. For the telecomsector, FDI includes investment made by Non-Resident Indians (NRIs), Overseas CorporateBodies (OCBs), foreign entities, Foreign Institutional Investors (FIIs), American DepositoryReceipts (ADRs)/Global Depository Receipts (GDRs) etc.Present FDI Policy for the Telecom sector: 9 10.   ã In Basic, Cellular Mobile, Natio nal Long Distance, International Long Distance, Value AddedServices and Global Mobile Personal Communications by Satellite, FDI is limited to 49 per cent(under automatic route) subject to grant of license from the Department of Telecommunicationsand adherence by the companies (who are investing and the companies in which  INVESTMENT  isbeing made) to the license conditions for foreign equity cap and lock-in period for transfer andaddition of equity and other license provisions.ã Foreign Direct Investment up to 74 per cent permitted, subject to licensing and securityrequirements for the following:- Internet Service (with gateways)- Infrastructure Providers (Category II)- Radio Paging Serviceã FDI up to 100 per cent permitted in respect to the following telecom services:- ISPs not providing gateways (Both for satellite and submarine cables)- Infrastructure Providers providing dark fiber (IP Category I)- Electronic Mail- Voice MailThe above is subject to the following conditions:- FDI up to 100 per cent is  allowed subject to the condition that such companies would divest 26per cent of their equity in favour of Indian public within 5 years, if these companies are listed inother parts of the world.- The above services would be subject to licensing and security requirements, wherever required.- Proposals for FDI beyond 49 per cent shall be considered by Foreign Investment PromotionBoard (FIPB) on a case-to- case basis.ã In the manufacturing sector 100 per cent FDI is permitted under the automatic route.ã In Basic, Cellular Mobile, paging and Value Added service, and Global Mobile PersonalCommunications by Satellite, FDI is permitted up to 49 per cent (under automatic route) subjectto grant of license from Department of Telecommunicationsã Foreign direct investment up to 74 per cent permitted, subject to licensing and securityrequirements for the Internet Service (with gateways), Infrastructure Providers (category-II), andRadio Paging Service 10 11.   ã FDI up to 100 per cent permitted in respect of  - ISPs not providing gateways (both for satellite and submarine cables),- Infrastructure Providers providing dark fiber (IP Category I);- Electronic Mail; and- Vo ice Mailã FDI up to 49 per cent is also permitted in an   INVESTMENT  company, set up for making investmentin the telecom companies licensed to operate telecom services. Investment by these investmentcompanies in a telecom service company is treated as part of domestic equity and is not set ofagainst the foreign equity cap.ã Manufacturing - 100 per cent FDI is permitted under automatic ro ute.ã FDI is subject to the following conditionsã FDI up to 100 per cent is allowed subject to the conditions that such companies would divest26 per cent of their equity in favour of Indian public in 5 years, if these companies are listed inother parts of the world.ã The above services would be subject to licensing and security requirements, wherever required.ã Proposals for FDI beyond 49 per cent shall be considered by FIPB on case to case Basis3. COMPETITION OVERVIEW3.1 Major PlayersThere are three types of players in telecom services:ã State owned companies (BSNL and MTNL)ã Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)ã Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular,BPL Mobile, Spice Communications)Bharat Sanchar Nigam Limited (BSNL)Name Bharat Sanchar Nigam Limited (BSNL)Year of Establishment 2000 CompanyProfile Bharat Sanchar Nigam Ltd. is Worlds 7th largestTelecommunications Company providing comprehensive range of telecom services in India: 11 12.   Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN,VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of thelargest public sector units in India.Global Presence/ MarketingIt has a network of over 45 million lines covering 5000 Network towns with over 35 milliontelephone connections.Acquisitions / StrategicAlliancesFuture Prospect BSNL plans to expand its customer base from present 47 million lines to 125million lines and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67million) in the next three years.Mahanagar Telephone Nigam Limited (MTNL) Name Mahanagar Telephone NigamLimited (MTNL)Year of Establishment 1986Company Profile MTNL was set up by the Government of India to upgrade the quality oftelecom services, expand the telecom network, and introduce new services and to raise revenuefor telecom development needs of India‟s key metros. MTNL with a   MARKET  share of about 13%of the National telecom Network has a customer base of 5.92 million. The Govt. of Indiacurrently holds 56.25% stake in the company.Acquisitions / StrategicAlliancesMTNL has formed a Joint Venture company in Nepal by the name of United Telecom Ltd.(UTL) in collaboration with Telecom Consultants India Limited (TCIL) in 2001 for providingWLL based basic services in Nepal. MTNL has set up its 100% subsidiary .MahanagarTelephone Mauritius Limited. (MTML) in Mauritius, for providing basic, mobile andinternational long distance 12 13.   Reliance CommunicationName Reliance CommunicationsYear of Establishment 1999Company Profile Reliance Telecoms cellular services are available in 340 towns within its eight-circle footprint. Reliance Infocomm also offered for the first time in India, mobile data servicesthrough its World mobile portal. This portal leverages the data capability of the CDMA 1Xnetwork. Reliance Infocomm offers a complete range of telecom services covering mobile andfixed line telephony including broadband, national and international long distance services, dataservices and a wide range of value

TARP02

Jul 25, 2017

P421

Jul 25, 2017
Search
Similar documents
View more...
Tags
Related Search
We Need Your Support
Thank you for visiting our website and your interest in our free products and services. We are nonprofit website to share and download documents. To the running of this website, we need your help to support us.

Thanks to everyone for your continued support.

No, Thanks
SAVE OUR EARTH

We need your sign to support Project to invent "SMART AND CONTROLLABLE REFLECTIVE BALLOONS" to cover the Sun and Save Our Earth.

More details...

Sign Now!

We are very appreciated for your Prompt Action!

x