Background

BACKGROUND Introduction to the Telecom Industry in India.

The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to India’s GDP.

Introduction The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 60% in 2008, is expected to reach 450 million in 2009.According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2009. The wireless subscriber base has jumped from 33.69 million in 2004 to 82.57 million in FY2008-2009. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2007. Wireless subscriber growth is expected to bypass 3.5 million new subscribers per month by 2009. The wireless technologies currently in use are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the country. Major Players There are two types of players in telecom services: • -State owned companies (BSNL and MTNL) • -Private owned companies (Reliance Infocomm, Tata Teleservices, Vodafone-Essar, Bharti Airtel, Tata DoCoMo, Idea Cellular, BPL Mobile, Spice Communications, Uninor, Aircel)

Vodafone Hutch now Vodafone’s presence in India dates back to late 1992, when they worked with local partners to establish a company licensed to provide mobile telecommunications services in Mumbai. Commercial operations began in November 1995. Between 2000 and March 2004, Hutch acquired further operator equity interests or operating licenses. With the completion of the acquisition of BPL Mobile Cellular Limited in January 2006, it now provides mobile services in 16 of the 23 defined license areas across the country. Hutch India has benefited from rapid and profitable growth in recent years. It had over 20.5 million customers by the end of June 2009.

AIRTEL Airtel comes to you from Bharti cellular limited - a part of the biggest private integrated telecom conglomerate, Bharti enterprises. Bharti provides a range of telecom services, which include cellular, basic, internet and recently introduced national long distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in india, it is also the first company to export its products to the usa. Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros. It has over 4.5 million satisfied customers.

Research Questions (a) To know the overall satisfaction level of the customers of Airtel and Vodafone. What a consumer takes into consideration before buying any new SIM?

(b)

Research design (1.) (2.) Exploratory Design Descriptive Design

DATA COLLECTION METHOD

THERE TWO TYPE OF METHOD OF DATA COLLECTION.   PRIMARY DATA SECONDARY DATA

Primary data was collected using the following techniques Questionnaire Method and Observation Method Secondary Data     BOOKS, JOURNALS, MAGAZINES, NEWSPAPERS INDUSTRY REPORTS COMPANY’S INTERNET SITE SOMEOTHER RELEVANT STUDY MATERIAL AND WEBSITES..

Q.1 which mobile company services you are using?

  

Airtel Vodafone others

Q. 2 Among them, which Brand you, prefer most?
  

Airtel Vodafone others

Q.2 How long you have been using this Product?
   

0-2 Years 2-5 Years 5-10 Years More than 10 years

Q.3 Are you using other product instead of Airtel?
 

Yes No

Q.5 how would you rate the experience with Brand?

Excellent


Very Good

Good

Below Average

Airtel



Vodafone



Others

Q.6 Do you collect any information search before making purchase?

 

Yes No

Q.7 If yes, which sources are used?

      

Magazines Dealers Sales Executives Operators reference Pamphlets and catalogue Reference from friends and relatives Any other

Q.8

What are the features you look for in a product before making purchase decision?

Give preferences (1-Highest, 6- least)

     

Brand credibility Price and Discount After sales services and parts, network Value for money Vehicle performance Add on features or ergonomics of design

Q.9.

Which of these marketing / sales schemes attracts you while purchasing any connection?

   

Good Network Discount scheme Service package Any other

Q.10

If you have to purchase a new connection or product in near future, which Brand will you go for and why?

_________________________________________________ _________________________________________________

Q.11

Are you aware of various promotional activities being run by Airtel,

if yes then how?

Are you satisfied with these promotional activities? Very Satisfied


Satisfied

Somewhat Satisfied

Not satisfied

Customer Care



By Ad Films



By Camp



24 hrs call center services

Q.12How would you rate Airtel performance as your expectation on 5 points scale (5 Highest?) 1
  

2

3

4

5

After Sale service Maintenance Product as per expectation

Q.13

What are you suggestions for improving the product quality, service availability and parts availability?

__________________________________________________________________________________ __________________________________________________________________________________ ________________________________