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A PROJECT REPORT ON “A COMPARATIVE STUDY OF CUSTOMER RESPONSE FOR USING RELIANCE INDIA MOBILE”
SUBMITED BY RAVI KUMAR AGRAWAL (BBA 3re YEAR)
THE BACHELOR OF BUSINESS ADMINISTRATION PROGRAMME 2005 – 2008 SINHGAD COLLEGE OF COMMERCE
1
CERTIFICATE
This is to certify that the project report titled is the bonafied work carried out by Mr. RAVI KR. AGRAWAL student of BBA-III year of Sinhgad College of Commerce, Pune for fulfillment of BBA degree of the University of Pune. He has worked under our guidance and direction. His work is found to be satisfactory and complete in all respect.
Dr. V S Mangale [Principle, SCC, Pune]
V.I.Swami [project guide]
Date: Place:
Date: Place:
2
3
ACKNOWLEDGEMENT
This project bears imprint of all those who have directly or indirectly helped and extended their kind support in completing this project. At the time of making this report I express my sincere gratitude to all of them. I express my profound gratitude to Mr.Shadab Khan,Marketing Manager(HORECA/E&D) & Mr.Gaurav Suri(Team Leader) for their constant guidance. At this moment I also thank my parents and God for the blessings showed upon me and also my friends for their valuable suggestions
Ravi Kumar Agrawal
4
INDEX SERIAL NO. PARTICULARS I
PAGE NO.
INTRODUCTION
6 7
I.1 About the study I.2 Objective I.3 Significance I.4 Scope and Limitation
10 11 12
ORGANISATION PROFILE
13
II.1 History II.2 About the organisation
14 21
II.3 Board of directors II.4 Services offered by organisation CONCEPT METHODLOGY III.1 Concept
26 27
III.2 Primary Data
32
III.3 Secondary Data
32
II
III
III.4 Tools and Technique of Data IV
30 31
Collection
33
Data Analysis 35
v
Summary,Conclusion and Suggestions Bibliography Annexure 5
45 48 49
INTRODUCTION
6
ABOUT THE STUDY Mobile service is a vital part of any country for its growth and contributing national income. Especially in today’s fast changing dynamic world the accurate and fast communication of information is of crucial importance in all the parts of life. India move towards globalization, especially in the service sector. Mobile services constitute a core concept for any economy characterized by growing information intensity. In addition to providing basic service it is being increasingly used in connection with a broad range of economy, production and distribution activities delivery of social services and government administration. It also contributes to the quality of life and attainment of various social political and security related objectives. Mobile Service is one of the fastest growing services industries in the world. The Indian government was quick to realize that for the new economic reforms to succeed in improving India’s competitiveness in the global market its mobile services must improve. In India there has been tremendous growth in mobile service. Mobile services are used by almost 60% of Indian population and it is increasing year by year. It results into increase the sale of cell phone. Advertisement of mobile services is also increased. Mobile service is intangible in nature. Reliance is one of the biggest service providers of mobile in India. There are other different types of service providers like BSNL, Tata Indicom, VODAFONE, IDEA, etc. Service Provider changes the lifestyle and luxury of the people. It provides different type of services like – eTicketing, Broadband Surfing, ring tones, games ,songs, Video Conferenceing, e learning, etc. India have 178 million wireless subscribers and China have 480 million subscribers
7
If we look at Indian telecom overview then we will find that India is Largest, fastest growing and most competitive markets Parameter
Current Status
Global Position
Telecom Subcribers
218 million
4th largest
Telecom Penetration (%) Wireless Subcriber
19.3% 178 million
4th largest
Wireless Penetration (%) Fixed line subscribers
15.7%
Among the lowest
Broadband Subscribers
2 million
Significant growth
~ $0.02
Among the lowest
40 million
Minutes of Usage Revenue per minute
Mobile Service Provider Reliance Reliance India Mobile has taken its optic fiber to the streets of 693 cities and targeted residential complexes where it could provide broadband connectivity using fast Ethernet transmission technology.
8
BSNL The government-owned Bharat Sanchar Nigam Ltd. (BSNL) has adopted technology to squeeze more out of its copper lines & planning to offer cable television channels in alliances with local multisystems operators (MSOs) & leading broadcasters. BSNL, the country’s largest telecom company, has already rolled out broadband connectivity using digital subscriber line (DSL) technology to make the best use of its last-mile copper wire in select cities in the first phase.
Bharti Telenet Bharti Telenet, the fixed-line unit o Bharti Tele-ventures, planned to invest Rs.140
crore
during
2003-04
in
its
national
capital
region
(NCR) operations to implement DSL technology at its existing last-mile copper. Bharti telenet has offered its services with the brand name, Touchtel & aimed to increase revenues from fixed line services by driving data usage.
Tata Indicom Tata Indicom, the umbrella brand of Tata group’s telecom services is set to roll out its wireless-Fidelity (Wi-Fi) services in India, around 150 to 200 locations in about 12 to 15 months. Tata Indicom had already launched its Wi-Fi services at FiveBarista coffee outlets in Mumbai, under its phase – 1 plan for the coffee chain.
9
OBJECTIVE OF THE STUDY
Main objectives ● To analyze customer problem management and making strategy in order to retain them. ● To find out the main reason of consumer buying and the perception of consumer before and after sales service. ● To study the strength and weakness of Reliance India Mobile. ● To suggest possible measure for enhancing the brand image.
Other objectives ● To Asses the attitude of consumer towards Reliance India Mobile
●To design customer retention for Reliance India Mobile. ●To develop good relationship with customer by maintaining database. ●To provide required information to customer regarding this to solve their problem.
10
SIGNIFICANCE OF THE STUDY 1. Significance of study is to grasp the knowledge
of reliance India
Mobile. 2. The significance of study is to know the market status of the company.
3. The significance of study is to know about the services given by Reliance India Mobile. 4. The significance of study is to make the people aware of Reliance India Mobile. 5. The significance of study is to make the conclusion of the study.
SCOPE AND LIMITATION OF THE STUDY 11
SCOPE 1. The scope of the study is to know about Reliance India Mobile. 2. To make the market survey and know about consumer behaviors. 3. To sell the Reliance India Mobile.
4. To conduct the road shows wherever necessary. 5. To create a customer’s data base which will help to identify the hot and potential customers.
LIMITATION 1. Survey duration was limited only for two months. 2. Unawareness of the survey in the minds of people, as much there was some difficulties in collection of data. 3. Biased response of the respondents affects the data analysis. 4. Respondents in all the surveys were not the owners which affects
conclusion 5. The survey area was small.
12
ORGANISATION PROFILE
13
HISTORY OF THE COMPANY
1999
The Dream, 1999 "Make a phone call cheaper than a postcard and you will usher in a revolutionary transformation in the lives of millions of Indians" - Dhirubhai Ambani The Reality, November 15 Reliance India Mobile begins Project Planning
2001 2002
May 1 First Media Convergence Node made "Ready for Electronics" at Jaipur January 15 First Base Transceiver Station (BTS) made "Ready for Electronics" February 25 Obtains International Long Distance License from Govt. of India December 24 Establishes 1st Point of Interconnect (POI) in New Delhi December 27 Hon'ble Prime Minister of India, Atal Behari Vajpayee einaugurates Reliance India mobile.
2003
January 15 Introduces Dhirubhai Ambani Pioneer Offer for Reliance India Mobile service February 14 Launches Reliance Web World in top 16 cities March 31 Launches International Long Distance Services
14
April 3 Commissions all backbone rings April 25 Introduces colour handsets May 1 Launches Reliance IndiaMobile Service commercially in top 92 cities with one million customers. June 10 Launches India's first wireless Point of Sale (POS) July 1 Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and connection for just Rs 501. Sets world record - acquires one million customers in 10 days July 3 Launches R Connect Internet connection cable Aug 26 Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal September 20 "Navratri" a data service in R-World posts a world record of 10 million downloads on the first day of the launch. September 30 R World clocks a phenomenal 1 billion hits in 1 month October 6 Launches integrated broadband centre at Reliance Web World, Bangalore
15
October 24 Deploys pilot of Home Netway in Mumbai October 30 Reliance becomes India's largest mobile service provider within 7 months of commercial launch November 3 Customer base touches 5 million November 12 Migrates to Unified License Regime November 16 Launches National Roaming November 21 Launches International SMS to 159 countries launched December 19 Adds 4500th Contact Centre Executive Contact Centre becomes the largest such facility deployed by any single Indian Service Provider
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2004
2005
September 6 Mukesh D. January 12Ambani, Chairman, Reliance India Mobile, receives Voice & Datawholesale "Telecom telecommunications Man of the Year" award International service provider, FLAG Telecom amalgamates with Reliance Gateway, a wholly September 9 owned subsidiary of Reliance Infocomm Introduces Railway Ticket booking from R World data applications February 9 suite of Reliance India Mobile Launches RIM Prepaid with attractive offer - For Rs 3500 get a October Motorola12 C131 mobile phone and Rs 3240 worth of re- charge Mukesh Ambani the world’s most vouchers instantlyvoted and stay connected forinfluential 1 year telecom person by UK-based publication Total Telecom. March 22 October Reliance 19 Infocomm launches multi-player gaming on RIM Reliance Mobile bags the CDMA Development Group's handsets -India a first in India 3G CDMA Industry Achievement Award for International Leadership. April 05 Reliance India Mobile introduces International Roaming January facility to04 172 countries, 300 networks Reliance introduces first e-recharge facility in CDMA in India. April 23 January 24 Mobile introduces first ever auction facility on Reliance India Reliance India Mobile Mobile phones throughannounces R World. mega rural plan to cover 4 lakh villages and 65 crore Indians by December 2005. May 27 June 26 India Mobile receives the Most Promising Service Reliance Anil Ambani appointed Chairman of Reliance Provider of the Year 2003 (Asia Pacific) awardIndia at theMobile Asia Pacific July 30Technology Awards instituted by Frost & Sullivan. Air and Reliance WebWorld join hands to offer air JuneDeccan 8 ticket booking Reliance World WebWorld Reliance India facility Mobile at introduces Card - a Prepaid International August 11 calling card for affordable and convenient ISD calls from India. XLRI's Post-Graduate Certificate programme in Logistics Supply July 29Chain Management (PGCLSCM) launched on Reliance WebWorld's virtualFirst classroom firstSolution of its kind Announces India's MPLSplatform. Global VPN in elearning programme partnership with MCIin India. August August 18 5 Reliance Mobile rollsCustomer out international facility LaunchesIndia the first regional Contactroaming Centre in across several countries to become the first Indian CDMA Chennai operator to offer its customers such a service.
17
September 06 Reliance India Mobile tied-up with the Bombay Stock Exchange to make available live stock quotes on its mobile phones. September 21 Apollo Hospital and Reliance India Mobile join hands to provide top class healthcare service to millions of Indians in over a hundred Indian cities. October 13 Reliance Web World wins Frost & Sullivan Market Leadership Award for Video Conferencing services. November 12 Reliance India Mobile hosts the 4th global CDMA Operators Summit. November 22 Reliance India Mobile joins hands with Indian Airlines to offer India's first mobile booking of domestic airline ticket. November 30 Reliance India Mobile introduces MOREbile, redefines customer rewarding with 33 % more talk time on prepaid recharges of Rs 315 denomination and above and much more. December 12 Reliance India Mobile China Telecom sign agreement for telecom services to provide direct telecommunication service, including a global hobbling service, to subscribers in the two countries. 2006
January 01 Reliance India Mobile launches "One Nation, One Tariff" to enable Reliance IndiaMobile prepaid users to call anywhere in India at Re one per minute. January 19 Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth
18
January 23 TIMES NOW launched on Reliance Mobile Phones, making it the world’s first TV channel to be launched on a mobile phone. March 06 Reliance Communications Ventures Ltd. (RCVL), India's leading integrated telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani group, lists on the Bombay Stock Exchange and National Stock Exchange. March 21 Reliance India Mobile introduces R World in Hindi to become the world's first operator to offer mobile data services in more than one language on the same handset. This will make it possible for millions of Indians to access the popular R World with hundreds of every-day-use applications in the national language. March 23 Reliance-Anil Dhirubhai Ambani Group signs up Indian cricket's whiz kid and heartthrob of millions Mahendra Singh Dhoni as the brand ambassador for Reliance Communications Ventures Ltd. March 29 Reliance India Mobile becomes India’s first telecom operator to launch seamless inter-standard international roaming service 1World.1Number, with single number on international CDMA and GSM networks.
19
ABOUT THE ORGINATION
Late Mr. Dhirubhai Ambani
Mr. Anil Dhirubhai Ambani
Reliance India Mobile is the outcome of late Dhirubhai Ambani’s dream of bringing about a digital revolution in India that will bring to every Indian’s doorstep an affordable means of information and communication.
20
Reliance India Mobile is one of India's largest mobile service brands with over 16 million subscribers. It became the country’s largest mobile service brand within seven months of its launch on May 1 2003. It is now available in over 4,500 cities and towns across India. Reliance India Mobile network runs on CDMA2000 1x technology. The CDMA2000 1x technology has superior voice and data capabilities as compared to peer cellular mobile technologies. CDMA 2000 1x utilizes the scarce radio spectrum more efficiently than other technologies hence is often more cost-effective than others. Better voice clarity, data speeds of up to 144 Kbps and, and seamless migration to newer generation mobile technologies are some of other key distinctions of the CDMA2000 1x technology. ."Make the tools of service available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility", was how Dhirubhai, as he was fondly called, spelt out Reliance Mobile Service mission in late 1999. He firmly believed the country could use information and communication technology to overcome its backwardness and underdevelopment. Reliance India Mobile is a high-capacity, integrated and convergent (voice, data and video) digital network. The network is designed to offer services that span the entire Infocomm value chain - infrastructure, services, both for enterprises and individuals, applications, and consulting. The network is designed to deliver services and applications that will change the way we Indians live. It will harbinger a New India. The Indian rural market with its vast size and demand base offers great opportunities to marketers. Our nation is classified in around 450 districts, and approximately 630000 villages, which can be sorted in different parameters such as literacy levels, accessibility, income levels, penetration, distances from nearest towns, etc. 70 % of India's population lives in 627000 villages in rural areas. According to the NCAER study, there are almost twice as many 'lower middle income' households in rural areas as in the urban areas. The rural markets can not be over looked in any case. Reliance India Mobile does have the intense network in so called remote areas and the reach and coverage is larger then any other privet GSM/CDMA network.
21
Therefore the marketing in rural area is vital and equally important as the rural area is also a big and lucrative market in terms or users and developing prospects. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Reliance India Mobile will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations. The revenues from Reliance India Mobile are expected to grow at an average growth rate of 10.20 percent during the forecast period with higher data usage and multimedia services.
Reliance India Mobile has achieved many a milestone in a short period. It was voted "India's Most Trusted Telecom Brand" by AC Nielsen in 2003. In July the same year, Reliance India Mobile created a world record by adding one million subscribers in 10 days through its "Monsoon Hungama". Nearly 90 per cent of Reliance India Mobile handsets are data-enabled that can access hundreds of Java applications on R World which again is a unique distinction in the world. Reliance India Mobile made mobile phones affordable to common man through innovative pricing and advanced yet affordable multimedia handsets. Small wonder that the country’s teledensity has grown in the last 6 years or so the way it has.
VISION
22
"We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally".
DREAM Late Dhirubhai Ambani built Reliance from scratch and in 25 years got it a place among the world’s top Fortune 500 corporations. The fact that he took barely a quarter of a century to do that is what makes this achievement special. Though rooted in traditional Indian values, Dhirubhai was a quintessential modern man – a man of the New Millennium. This was reflected in his passion for mega-sized projects, state-of-the-art technology, and high productivity. His corporate philosophy was short: "Think big. Think differently. Think fast. Think ahead. Aim for the best". At Reliance, he inspired all to better the best in the world. Dhirubhai was clear that education alone can empower people. A great communicator himself, he communicated to inspire, guide, educate, and, motivate. Dhirubhai knew the power of information and communications and how it can be harnessed to achieve these goals and to make time and distance irrelevant. Dhirubhai would often say that if a telephone call could be made cheaper than the post card in India, it will transform every home, empower every Indian, remove every roadblock to opportunity and growth, and demolish every barrier that divides our society. He was of the view that communication would energize enterprises, galvanize governance, and make learning an experience and life, exciting. Reliance India Mobile is a fascinating outcome of this powerful conviction, a major initiative to translate this dream into reality.
23
Substantial unlocking of value to over 2 million shareholders and maximization of shareholder value is their key mantra.
Customer Care 24 X 7 Customer care
Quality policy They are committed to provide best-in-class customer care for Reliance customers through world class technology, processes & response mechanisms.
EXISTING PORTFOLIO OF TOWERS
24
Current network coverage in over ~10,000 towns and 300,000 villages.
BOARD OF DIRECTOR
25
•
Shri Anil D. Ambani – Chairman
•
Prof. J Ramachandran
•
Shri S.P. Talwar
•
Shri Deepak Shourie
•
Shri A.K.Purwar
SERVICES OFFERED BY COMPANY R World
26
The Java-based R World suite of Reliance India Mobile applications is unique in India and the world. It enables the introduction of complex Internet applications on mobile phones quickly and efficiently. R World receives over 1.5 billion hits per month from RIM users. R World offers a wide range of applications including hour-to-hour news updates, high quality video streaming, downloadable multilingual Ring Tones, seasonal updates including festival specials, city & TV guides, exam results, astrology, mobile banking, bill payment stock and commodity prices and railway and airline ticket booking. With over 150 data applications offering varied services, R World has become a treasure house of Knowledge, Information, Entertainment and Commerce - unique to any wireless service in India. R Connect Reliance offers India's only nationwide wireless Internet connectivity through R Connect service by leveraging its pan-India high speed CDMA2000 1x wireless network. R Connect is also India's fastest growing Internet connectivity service with over 300,000 subscribers in less than seven months. Subscribers can connect to Internet on the move at data speeds of up to 144 Kbps from their laptops or other mobile computing devices with an R Connect Cable connected to their Reliance India Mobile phones or by using an R Connect Card inserted into the PCMIA slot in their laptop. A customer can connect to Internet using R Connect Cable plugged to Reliance India Phone Fixed Wireless Terminals and Phones. Broadband Surfing When you log in at a terminal in the Broadband Centre @ Reliance Communication, you are connected to the Internet through Reliance’s next generation, high-speed, countrywide fiber optic network. Game Box Turn your computer screen into a high-voltage gaming arena. Play real-time, multi-player, multi-city, online games. Choose from a wide range of online gaming titles from almost all gaming genres - First Person Shooters, Real-
27
time Strategy, Sports Simulations, Family Games, Action, Racing, Role Players, to name a few.
Digital Services Print, scan, copy data, laminate and do amazing things with your images and data. For instance, transfer your favorite image onto your favorite Tshirt. Or get your personalised letterhead designed and printed.
eLearning @ Reliance WebWorld Going beyond the realm of online courseware, Reliance Communication facilitates learning through new, exciting methods, using technology to its advantage. Premier institutes like IIM Bangalore, XLRI and XIMB offer various Management Programmers utilizing Reliance Communication’s Virtual Classroom powered by Video Conferencing.
eTicketing Book Air Deccan and Kingfisher Airlines tickets at Reliance Communication. For tickets booked at Reliance Communication, you can reschedule, cancel and get an instant refund at any Reliance Communication across the country.
Video Conferencing Get into a room equipped with state-of-the art videoconferencing equipment, take your seats and hold meetings with people or teams in different locations. All this without investing a penny on technology. Corporate use this service for recruitment interviews, sales reviews, training, event broadcasts, press conferences, product launches and many more activities.
28
Digital Electronic News Gathering (DENG) Using optic fibre broadband connectivity, DENG enables transmission of video footage from Reliance Communication. With this service available in 86 cities, it is no wonder that almost all news channels and news-gathering agencies in India utilise the DENG service. The service can also be utilised by advertising agencies, ad film producers and Movie film houses.
Tele-medicine Reliance Communication, in association with Apollo Hospitals, has brought quality healthcare almost to the doorsteps of people. Now you don’t have to travel long distances to consult specialist doctors from Apollo Hospitals. Use Reliance Communication’s Tele-medicine service powered by Video Conferencing to have a face-to-face consultation with your Apollo doctor even though you are miles away from an Apollo hospital.
Virtual Mall Go on a shopping spree at Reliance Communication without having to lug heavy shopping bags around. Currently you can order personalized coffee mugs, books, movies and music at our associate websites and pay at Reliance Communication. Your goods are delivered to your doorstep.
29
CONCEPT METHODOLOGY
30
CONCEPT
RESEARCH METHODOLOGY Research can be defined as systematized effort to gain new knowledge. A research carried out by different methodologies, which have their own pros & cons. Research methodology is a way to solve research in studying & solving a research problem along with the logic behind them is defined through research methodology. Thus, when we talk of Research methodology, we not only talk of the research methods but also consider the logic behind the methods. We use in context of our research study & explain the we are using a particular method or techniques & why we are not using others so that research results are capable of being evaluated either by the researcher himself or by others.
TYPES & METHOD OF RESEARCH Descriptive research includes surveys & facts finding enquiries of different kinds. It is a description of state of affairs as it exists; it is also called as ex post-facto-research. Here researcher has no control over the variables what he does. He reports only what has happened or what is happening? Here qualitative & quantitative methods are clearly defined & sampling population well defined. The methods of research utilised in descriptive research are survey methods of all kinds, Including comparative & co relational methods.
31
DATA SOURCE Research included gathering Primary data and Secondary data. PRIMARY DATA is a first hand data, which are collected afresh, & thus happen to be original in character. SECONDARY DATA is the data which are collected from other sources like Internet, Newspaper, Magazines, etc. This project was done in order to have crucial information about customer response for using Reliace India Mobile. This research was done on the prospective customers of RIM of Kondhwa, PUNE. The response was generated through two pages questionnaire in which various questions were asked about the customers existing.
32
Tools and Technique of Data Collection Research Tools The questionnaire is by far most common instrument used to collect primary data. A questionnaire consists of set of questions presented to the respondents for their answers. In research, carefully chosen questions & their forms, working & sequence is important. By considering all the facts the questionnaire was designed. This is type of structured questionnaire. To be successful, questionnaire should be comparatively short &simple i.e., the size of the questionnaire should be kept to the minimum. Questions should proceed in logical sequence moving from easy, more difficult questions. Personal & intimate questions should be left to the end. Technical terms & vague expression capable of different interpretations should be avoided in a questionnaire. Questions may be dichotomous, multiple choice or open ended. In this research work I prepared two paged structured questionnaire. It included general questions to gather information about the customer response for using broadband services.
33
METHOD OF SAMPLING 1. RANDOM SAMPLING The type of sampling is also known as Trans sampling or probability sampling where each & every item in the population has an equal chance of inclusion in the sample. In this research random sampling has been done in order to choose the respondents. 2. SAMPLING UNITS: It gives the target population that will be sampled. This research was carried in Reliance Mobile, Kondhwa, Pune. For this research target respondents were the customer of Reliance India Mobile. 3. SAMPLING SIZE: Large sample gives reliable results than small sample. But, it is not feasible to target entire population or even a substantial portion to achieve reliable results. This project maintained sample size of 50 respondents, which are customer of Reliance India Mobile.. 4. DATA COMPUTATION & ANALYSIS: After the data has been collected, it was tabulated & findings of the project were presented followed by analysis & interpretation to reach certain conclusions.
34
DATA ANALYSIS
35
Q1.How you came to know about Reliance India Mobile? [ ] Television [ ] Newspaper [ ] Friends and Relatives [ ] Others
Television
Newspaper
18
Friends & Relatives 7
22
14%
6%
Others 3
36%
44%
Television Friends & Relatives
Newspaper Other
Conclusion It is found that maximum percentage of user came to know about RIM through Newspaper. 36
Q2.Why you use Reliance India Mobile? [ ] Network Coverage [ ] Economical
Network Coverage 23
[ ] Tariff Plans/Range [ ] Customer Care Support
Tarrif Plans/Range 9
Economical 16
4%
32%
Customer Care Support 2
46%
18%
Network Coverage Economical
Tariff plans/Range Customer care support
Conclusion It is found that maximum percentage of user use RIM because of its network coverage. 37
Q3.Which service you use by Reliance India Mobile? [ ] Postpaid
[ ] Prepaid
Postpaid
Prepaid 9
41
18% 82%
Postpaid
Prepaid
Conclusion It is found that maximum percentage of user use Prepaid service by RIM. Q4. Which type of voucher you generally use for prepaid service? 38
[ ] [ ]
RS. 399 Rs.215
Rs. 399 15
[ ] Rs. 875 [ ] Other
Rs.875 5
Rs.215 10
Others 20
30%
40%
10%
20%
Rs.399
Rs.875
Rs.215
Other
Conclusion It is found that maximum percentage of user use other voucher for prepaid service. Q5. How you rate Reliance India Mobile?
39
[ ]
Good
Good 37
[ ] Average
[ ] Bad
Average 11
22%
Bad 2
4% 74%
Good
Average
Poor
Conclusion It is found that maximum percentage of users finds RIM Good. Q6. Since how many years you are using Reliance India Mobile? [ ]
Less than 1 year
[ ] 1 -2 years 40
[ ]
2-3 years
Less than 1 year 16
[ ] More than 3 years
1-2 years
2-3 years
26
5
10%
6%
More than 3 years 3`
32%
52%
less than 1 year 2-3 year
1-2 year More than 3 year
Conclusion It is found that maximum percentage of user is using RIM since 1-2 years. Q7. Do you use Internet (GPRS) Service in your mobile? [ ] Yes [ ] Seldom
[ ] Occasionally [ ] No 41
Yes
Occasionally 28
13
12%
Seldom 6
6%
No 3
26%
56%
Yes
Occasionally
Seldom
No
Conclusion It is found that maximum percentage of use GPRS service occasionally. Q8. Do you use Value Added Services (VAS) in your mobile? [ ] Yes [ ] Seldom
[ ] Occasionally [ ] No
42
Yes 42
Occasionally 5
Seldom 1
No 2
10% 2%4% 84%
Yes
Occasionally
Seldom
Conclusion It is found that maximum percentage of user use VAS in RIM. Q9. Are you satisfied with Customer Care Service? [ ] Yes
[ ] No
43
No
Yes 32
No 18
36% 64%
Yes
No
Conclusion It is found that maximum percentage of user are not satisfied with Customer Care Service.
SUMMARY To summarise this project I would like to start with the main objective of the survey. It was the first opportunity for me to practically interact with the 44
people and customers of Reliance India Mobile to know their satisfaction level. The industry chosen by me was the service industry and the company is Reliance.I had visited Reliance Mobile, kondhwa where I meet different people to collect information. The first step in this contest was to make a questionnaire that should cover all the desired information to be needed. The next step was to give the report in the systematic shape to present it in a better way. Both forms of data collected i.e. primary and secondary method are applied in the survey Reliance India Mobile is the first company to launch prepaid service in the country. . The availability of recharge voucher was not found good in some area. Network coverage was not found good in some area. During my course of action in Reliance India Mobile I found that competition level high, there fore a detailed and continue event planning and implementation is essential. The project undertaken is beneficial for the company and such event must be continued. A set of recommendations is also submitted as the part of the project that can be considered while designing new events and schemes.
CONCLUSION 1. It is found that maximum percentage of user came to know about RIM
through Newspaper.
45
2. It is found that maximum percentage of user use RIM because of its
network coverage. 3. It is found that maximum percentage of user use Prepaid service by
RIM. 4. It is found that maximum percentage of user use other voucher for
prepaid service. 5. It is found that maximum percentage of users finds RIM Good. 6. It is found that maximum percentage of user are using RIM since 1-2
years. 7. It is found that maximum percentage of use GPRS service
occasionally. 8. It is found that maximum percentage of user use VAS in RIM. 9. It is found that maximum percentage of user are not satisfied with
Customer Care Service.
SUGGESTIONS 1. There are still great potential of customers who are not satisfied with the service of the service provider, so if reliance provide clear, good
46
quality of voice transmission, billing and complaint response time it can attract large chunk of customer. 2. The major drawback of RIM was that fax was not available, so company should take initiative to make fax facilities. 3. The availability of recharge vouchers should be made available when required by the customers. As this given the first good impression about the company. 4. The network coverage should be improved over the period of time. 5. Call rates on talk time is affordable so it should be maintained at this level. 6. Distribution channels should be handled properly as they are inefficient. 7. After sales service is required to be maintained properly, which is not up to mark? 8. The customer care executive should be more efficient in handling the customers and also more friendly and polite in their conversation while dealing with the customer. 9. Bill statement should be provided to the customer when demanded. 10.There should be more offers like festival offers by service providers. 11.Price should be within the reach of customers. 12.Company should promote RIM as a source of employment then company can build their social image also.
BIBLIOGRAPHY Books
47
• Kotler and Armstrong, The Principle of Management, Edition 2002 • Kothari C.R. – Research Methodology, Edition 2004, New Age Internationl Publication, 2nd Edition.
Websites: • www.google.com •
www.relianaceinfo.com
•
www.indiacellular.com
•
www.tataindicom.com
•
www.worldmarketanalysis.com
ANNEXURE Q1.Name ………………………………………..
48
Q2.Age: [ ] Under 18 [ ] 26-35 [ ] Over 45 Q3.Sex: [ ] Male
[ ] 18-25 [ ] 36-45
[ ] Female
Q4.Occupation: [ ] Service [ ] Business
[ ] Student [ ] Other _______________
Q5.Annual Income (Gross): [ ] Below 1 Lac
[ ] 1 Lac – 3 Lac
[ ] 3 Lac – 5 Lac
[ ] 5 Lac – 7 Lac
[ ] 7 Lac & Above Q6.How you came to know about Reliance India Mobile? [ ] Television [ ] Newspaper [ ] Friends and Relatives [ ] Others Q7.Why you use Reliance India Mobile? [ ] Network Coverage [ ] Tariff Plans/Range [ ] Economical [ ] Customer Care Support [ ] Other ______________ Q8.Which service you use by Reliance India Mobile? [ ] Postpaid [ ] Prepaid Q9. Which voucher you generally use? [ ] Rs. 875 [ ] Rs.399 [ ] Rs. 215 [ ] Other______ Q10. How you rate Reliance India Mobile? [ ] Good [ ] Average [ ] Bad Q11. Since how many years you are using Reliance India Mobile? [ ] Less than 1 year [ ] 1 -2 years 49
[ ]
3-5 years
[ ] More than 5 years
Q12. Do you use Internet (GPRS) Service in your mobile ? [ ] Yes [ ] Occasionally [ ] Seldom [ ] No If yes then how you like it? [ ] Good [ ] Average
[ ] Bad
Q13. Do you use Value Added Services (VAS) in your mobile? [ ] Yes [ ] Occasionally [ ] Seldom [ ] No If yes then which VAS you generally use? [ ] Ringtones [ ] Wallpapers [ ] News [ ] Exams Results [ ] Games [ ] Other______________ Q14. Are you satisfied with Customer Care Service? [ ] Yes [ ] No
The survey is conducted by Reliance Infocomm. All the details and information are promised to keep confidential. Thank you for your precious time and efforts to complete the questionnaire.
50
51
SUBMITED BY RAVI KUMAR AGRAWAL (BBA 3re YEAR)
THE BACHELOR OF BUSINESS ADMINISTRATION PROGRAMME 2005 – 2008 SINHGAD COLLEGE OF COMMERCE
1
CERTIFICATE
This is to certify that the project report titled is the bonafied work carried out by Mr. RAVI KR. AGRAWAL student of BBA-III year of Sinhgad College of Commerce, Pune for fulfillment of BBA degree of the University of Pune. He has worked under our guidance and direction. His work is found to be satisfactory and complete in all respect.
Dr. V S Mangale [Principle, SCC, Pune]
V.I.Swami [project guide]
Date: Place:
Date: Place:
2
3
ACKNOWLEDGEMENT
This project bears imprint of all those who have directly or indirectly helped and extended their kind support in completing this project. At the time of making this report I express my sincere gratitude to all of them. I express my profound gratitude to Mr.Shadab Khan,Marketing Manager(HORECA/E&D) & Mr.Gaurav Suri(Team Leader) for their constant guidance. At this moment I also thank my parents and God for the blessings showed upon me and also my friends for their valuable suggestions
Ravi Kumar Agrawal
4
INDEX SERIAL NO. PARTICULARS I
PAGE NO.
INTRODUCTION
6 7
I.1 About the study I.2 Objective I.3 Significance I.4 Scope and Limitation
10 11 12
ORGANISATION PROFILE
13
II.1 History II.2 About the organisation
14 21
II.3 Board of directors II.4 Services offered by organisation CONCEPT METHODLOGY III.1 Concept
26 27
III.2 Primary Data
32
III.3 Secondary Data
32
II
III
III.4 Tools and Technique of Data IV
30 31
Collection
33
Data Analysis 35
v
Summary,Conclusion and Suggestions Bibliography Annexure 5
45 48 49
INTRODUCTION
6
ABOUT THE STUDY Mobile service is a vital part of any country for its growth and contributing national income. Especially in today’s fast changing dynamic world the accurate and fast communication of information is of crucial importance in all the parts of life. India move towards globalization, especially in the service sector. Mobile services constitute a core concept for any economy characterized by growing information intensity. In addition to providing basic service it is being increasingly used in connection with a broad range of economy, production and distribution activities delivery of social services and government administration. It also contributes to the quality of life and attainment of various social political and security related objectives. Mobile Service is one of the fastest growing services industries in the world. The Indian government was quick to realize that for the new economic reforms to succeed in improving India’s competitiveness in the global market its mobile services must improve. In India there has been tremendous growth in mobile service. Mobile services are used by almost 60% of Indian population and it is increasing year by year. It results into increase the sale of cell phone. Advertisement of mobile services is also increased. Mobile service is intangible in nature. Reliance is one of the biggest service providers of mobile in India. There are other different types of service providers like BSNL, Tata Indicom, VODAFONE, IDEA, etc. Service Provider changes the lifestyle and luxury of the people. It provides different type of services like – eTicketing, Broadband Surfing, ring tones, games ,songs, Video Conferenceing, e learning, etc. India have 178 million wireless subscribers and China have 480 million subscribers
7
If we look at Indian telecom overview then we will find that India is Largest, fastest growing and most competitive markets Parameter
Current Status
Global Position
Telecom Subcribers
218 million
4th largest
Telecom Penetration (%) Wireless Subcriber
19.3% 178 million
4th largest
Wireless Penetration (%) Fixed line subscribers
15.7%
Among the lowest
Broadband Subscribers
2 million
Significant growth
~ $0.02
Among the lowest
40 million
Minutes of Usage Revenue per minute
Mobile Service Provider Reliance Reliance India Mobile has taken its optic fiber to the streets of 693 cities and targeted residential complexes where it could provide broadband connectivity using fast Ethernet transmission technology.
8
BSNL The government-owned Bharat Sanchar Nigam Ltd. (BSNL) has adopted technology to squeeze more out of its copper lines & planning to offer cable television channels in alliances with local multisystems operators (MSOs) & leading broadcasters. BSNL, the country’s largest telecom company, has already rolled out broadband connectivity using digital subscriber line (DSL) technology to make the best use of its last-mile copper wire in select cities in the first phase.
Bharti Telenet Bharti Telenet, the fixed-line unit o Bharti Tele-ventures, planned to invest Rs.140
crore
during
2003-04
in
its
national
capital
region
(NCR) operations to implement DSL technology at its existing last-mile copper. Bharti telenet has offered its services with the brand name, Touchtel & aimed to increase revenues from fixed line services by driving data usage.
Tata Indicom Tata Indicom, the umbrella brand of Tata group’s telecom services is set to roll out its wireless-Fidelity (Wi-Fi) services in India, around 150 to 200 locations in about 12 to 15 months. Tata Indicom had already launched its Wi-Fi services at FiveBarista coffee outlets in Mumbai, under its phase – 1 plan for the coffee chain.
9
OBJECTIVE OF THE STUDY
Main objectives ● To analyze customer problem management and making strategy in order to retain them. ● To find out the main reason of consumer buying and the perception of consumer before and after sales service. ● To study the strength and weakness of Reliance India Mobile. ● To suggest possible measure for enhancing the brand image.
Other objectives ● To Asses the attitude of consumer towards Reliance India Mobile
●To design customer retention for Reliance India Mobile. ●To develop good relationship with customer by maintaining database. ●To provide required information to customer regarding this to solve their problem.
10
SIGNIFICANCE OF THE STUDY 1. Significance of study is to grasp the knowledge
of reliance India
Mobile. 2. The significance of study is to know the market status of the company.
3. The significance of study is to know about the services given by Reliance India Mobile. 4. The significance of study is to make the people aware of Reliance India Mobile. 5. The significance of study is to make the conclusion of the study.
SCOPE AND LIMITATION OF THE STUDY 11
SCOPE 1. The scope of the study is to know about Reliance India Mobile. 2. To make the market survey and know about consumer behaviors. 3. To sell the Reliance India Mobile.
4. To conduct the road shows wherever necessary. 5. To create a customer’s data base which will help to identify the hot and potential customers.
LIMITATION 1. Survey duration was limited only for two months. 2. Unawareness of the survey in the minds of people, as much there was some difficulties in collection of data. 3. Biased response of the respondents affects the data analysis. 4. Respondents in all the surveys were not the owners which affects
conclusion 5. The survey area was small.
12
ORGANISATION PROFILE
13
HISTORY OF THE COMPANY
1999
The Dream, 1999 "Make a phone call cheaper than a postcard and you will usher in a revolutionary transformation in the lives of millions of Indians" - Dhirubhai Ambani The Reality, November 15 Reliance India Mobile begins Project Planning
2001 2002
May 1 First Media Convergence Node made "Ready for Electronics" at Jaipur January 15 First Base Transceiver Station (BTS) made "Ready for Electronics" February 25 Obtains International Long Distance License from Govt. of India December 24 Establishes 1st Point of Interconnect (POI) in New Delhi December 27 Hon'ble Prime Minister of India, Atal Behari Vajpayee einaugurates Reliance India mobile.
2003
January 15 Introduces Dhirubhai Ambani Pioneer Offer for Reliance India Mobile service February 14 Launches Reliance Web World in top 16 cities March 31 Launches International Long Distance Services
14
April 3 Commissions all backbone rings April 25 Introduces colour handsets May 1 Launches Reliance IndiaMobile Service commercially in top 92 cities with one million customers. June 10 Launches India's first wireless Point of Sale (POS) July 1 Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and connection for just Rs 501. Sets world record - acquires one million customers in 10 days July 3 Launches R Connect Internet connection cable Aug 26 Introduces Reliance IndiaPhone Fixed Wireless Phone and Terminal September 20 "Navratri" a data service in R-World posts a world record of 10 million downloads on the first day of the launch. September 30 R World clocks a phenomenal 1 billion hits in 1 month October 6 Launches integrated broadband centre at Reliance Web World, Bangalore
15
October 24 Deploys pilot of Home Netway in Mumbai October 30 Reliance becomes India's largest mobile service provider within 7 months of commercial launch November 3 Customer base touches 5 million November 12 Migrates to Unified License Regime November 16 Launches National Roaming November 21 Launches International SMS to 159 countries launched December 19 Adds 4500th Contact Centre Executive Contact Centre becomes the largest such facility deployed by any single Indian Service Provider
16
2004
2005
September 6 Mukesh D. January 12Ambani, Chairman, Reliance India Mobile, receives Voice & Datawholesale "Telecom telecommunications Man of the Year" award International service provider, FLAG Telecom amalgamates with Reliance Gateway, a wholly September 9 owned subsidiary of Reliance Infocomm Introduces Railway Ticket booking from R World data applications February 9 suite of Reliance India Mobile Launches RIM Prepaid with attractive offer - For Rs 3500 get a October Motorola12 C131 mobile phone and Rs 3240 worth of re- charge Mukesh Ambani the world’s most vouchers instantlyvoted and stay connected forinfluential 1 year telecom person by UK-based publication Total Telecom. March 22 October Reliance 19 Infocomm launches multi-player gaming on RIM Reliance Mobile bags the CDMA Development Group's handsets -India a first in India 3G CDMA Industry Achievement Award for International Leadership. April 05 Reliance India Mobile introduces International Roaming January facility to04 172 countries, 300 networks Reliance introduces first e-recharge facility in CDMA in India. April 23 January 24 Mobile introduces first ever auction facility on Reliance India Reliance India Mobile Mobile phones throughannounces R World. mega rural plan to cover 4 lakh villages and 65 crore Indians by December 2005. May 27 June 26 India Mobile receives the Most Promising Service Reliance Anil Ambani appointed Chairman of Reliance Provider of the Year 2003 (Asia Pacific) awardIndia at theMobile Asia Pacific July 30Technology Awards instituted by Frost & Sullivan. Air and Reliance WebWorld join hands to offer air JuneDeccan 8 ticket booking Reliance World WebWorld Reliance India facility Mobile at introduces Card - a Prepaid International August 11 calling card for affordable and convenient ISD calls from India. XLRI's Post-Graduate Certificate programme in Logistics Supply July 29Chain Management (PGCLSCM) launched on Reliance WebWorld's virtualFirst classroom firstSolution of its kind Announces India's MPLSplatform. Global VPN in elearning programme partnership with MCIin India. August August 18 5 Reliance Mobile rollsCustomer out international facility LaunchesIndia the first regional Contactroaming Centre in across several countries to become the first Indian CDMA Chennai operator to offer its customers such a service.
17
September 06 Reliance India Mobile tied-up with the Bombay Stock Exchange to make available live stock quotes on its mobile phones. September 21 Apollo Hospital and Reliance India Mobile join hands to provide top class healthcare service to millions of Indians in over a hundred Indian cities. October 13 Reliance Web World wins Frost & Sullivan Market Leadership Award for Video Conferencing services. November 12 Reliance India Mobile hosts the 4th global CDMA Operators Summit. November 22 Reliance India Mobile joins hands with Indian Airlines to offer India's first mobile booking of domestic airline ticket. November 30 Reliance India Mobile introduces MOREbile, redefines customer rewarding with 33 % more talk time on prepaid recharges of Rs 315 denomination and above and much more. December 12 Reliance India Mobile China Telecom sign agreement for telecom services to provide direct telecommunication service, including a global hobbling service, to subscribers in the two countries. 2006
January 01 Reliance India Mobile launches "One Nation, One Tariff" to enable Reliance IndiaMobile prepaid users to call anywhere in India at Re one per minute. January 19 Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth
18
January 23 TIMES NOW launched on Reliance Mobile Phones, making it the world’s first TV channel to be launched on a mobile phone. March 06 Reliance Communications Ventures Ltd. (RCVL), India's leading integrated telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani group, lists on the Bombay Stock Exchange and National Stock Exchange. March 21 Reliance India Mobile introduces R World in Hindi to become the world's first operator to offer mobile data services in more than one language on the same handset. This will make it possible for millions of Indians to access the popular R World with hundreds of every-day-use applications in the national language. March 23 Reliance-Anil Dhirubhai Ambani Group signs up Indian cricket's whiz kid and heartthrob of millions Mahendra Singh Dhoni as the brand ambassador for Reliance Communications Ventures Ltd. March 29 Reliance India Mobile becomes India’s first telecom operator to launch seamless inter-standard international roaming service 1World.1Number, with single number on international CDMA and GSM networks.
19
ABOUT THE ORGINATION
Late Mr. Dhirubhai Ambani
Mr. Anil Dhirubhai Ambani
Reliance India Mobile is the outcome of late Dhirubhai Ambani’s dream of bringing about a digital revolution in India that will bring to every Indian’s doorstep an affordable means of information and communication.
20
Reliance India Mobile is one of India's largest mobile service brands with over 16 million subscribers. It became the country’s largest mobile service brand within seven months of its launch on May 1 2003. It is now available in over 4,500 cities and towns across India. Reliance India Mobile network runs on CDMA2000 1x technology. The CDMA2000 1x technology has superior voice and data capabilities as compared to peer cellular mobile technologies. CDMA 2000 1x utilizes the scarce radio spectrum more efficiently than other technologies hence is often more cost-effective than others. Better voice clarity, data speeds of up to 144 Kbps and, and seamless migration to newer generation mobile technologies are some of other key distinctions of the CDMA2000 1x technology. ."Make the tools of service available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility", was how Dhirubhai, as he was fondly called, spelt out Reliance Mobile Service mission in late 1999. He firmly believed the country could use information and communication technology to overcome its backwardness and underdevelopment. Reliance India Mobile is a high-capacity, integrated and convergent (voice, data and video) digital network. The network is designed to offer services that span the entire Infocomm value chain - infrastructure, services, both for enterprises and individuals, applications, and consulting. The network is designed to deliver services and applications that will change the way we Indians live. It will harbinger a New India. The Indian rural market with its vast size and demand base offers great opportunities to marketers. Our nation is classified in around 450 districts, and approximately 630000 villages, which can be sorted in different parameters such as literacy levels, accessibility, income levels, penetration, distances from nearest towns, etc. 70 % of India's population lives in 627000 villages in rural areas. According to the NCAER study, there are almost twice as many 'lower middle income' households in rural areas as in the urban areas. The rural markets can not be over looked in any case. Reliance India Mobile does have the intense network in so called remote areas and the reach and coverage is larger then any other privet GSM/CDMA network.
21
Therefore the marketing in rural area is vital and equally important as the rural area is also a big and lucrative market in terms or users and developing prospects. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Reliance India Mobile will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations. The revenues from Reliance India Mobile are expected to grow at an average growth rate of 10.20 percent during the forecast period with higher data usage and multimedia services.
Reliance India Mobile has achieved many a milestone in a short period. It was voted "India's Most Trusted Telecom Brand" by AC Nielsen in 2003. In July the same year, Reliance India Mobile created a world record by adding one million subscribers in 10 days through its "Monsoon Hungama". Nearly 90 per cent of Reliance India Mobile handsets are data-enabled that can access hundreds of Java applications on R World which again is a unique distinction in the world. Reliance India Mobile made mobile phones affordable to common man through innovative pricing and advanced yet affordable multimedia handsets. Small wonder that the country’s teledensity has grown in the last 6 years or so the way it has.
VISION
22
"We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally".
DREAM Late Dhirubhai Ambani built Reliance from scratch and in 25 years got it a place among the world’s top Fortune 500 corporations. The fact that he took barely a quarter of a century to do that is what makes this achievement special. Though rooted in traditional Indian values, Dhirubhai was a quintessential modern man – a man of the New Millennium. This was reflected in his passion for mega-sized projects, state-of-the-art technology, and high productivity. His corporate philosophy was short: "Think big. Think differently. Think fast. Think ahead. Aim for the best". At Reliance, he inspired all to better the best in the world. Dhirubhai was clear that education alone can empower people. A great communicator himself, he communicated to inspire, guide, educate, and, motivate. Dhirubhai knew the power of information and communications and how it can be harnessed to achieve these goals and to make time and distance irrelevant. Dhirubhai would often say that if a telephone call could be made cheaper than the post card in India, it will transform every home, empower every Indian, remove every roadblock to opportunity and growth, and demolish every barrier that divides our society. He was of the view that communication would energize enterprises, galvanize governance, and make learning an experience and life, exciting. Reliance India Mobile is a fascinating outcome of this powerful conviction, a major initiative to translate this dream into reality.
23
Substantial unlocking of value to over 2 million shareholders and maximization of shareholder value is their key mantra.
Customer Care 24 X 7 Customer care
Quality policy They are committed to provide best-in-class customer care for Reliance customers through world class technology, processes & response mechanisms.
EXISTING PORTFOLIO OF TOWERS
24
Current network coverage in over ~10,000 towns and 300,000 villages.
BOARD OF DIRECTOR
25
•
Shri Anil D. Ambani – Chairman
•
Prof. J Ramachandran
•
Shri S.P. Talwar
•
Shri Deepak Shourie
•
Shri A.K.Purwar
SERVICES OFFERED BY COMPANY R World
26
The Java-based R World suite of Reliance India Mobile applications is unique in India and the world. It enables the introduction of complex Internet applications on mobile phones quickly and efficiently. R World receives over 1.5 billion hits per month from RIM users. R World offers a wide range of applications including hour-to-hour news updates, high quality video streaming, downloadable multilingual Ring Tones, seasonal updates including festival specials, city & TV guides, exam results, astrology, mobile banking, bill payment stock and commodity prices and railway and airline ticket booking. With over 150 data applications offering varied services, R World has become a treasure house of Knowledge, Information, Entertainment and Commerce - unique to any wireless service in India. R Connect Reliance offers India's only nationwide wireless Internet connectivity through R Connect service by leveraging its pan-India high speed CDMA2000 1x wireless network. R Connect is also India's fastest growing Internet connectivity service with over 300,000 subscribers in less than seven months. Subscribers can connect to Internet on the move at data speeds of up to 144 Kbps from their laptops or other mobile computing devices with an R Connect Cable connected to their Reliance India Mobile phones or by using an R Connect Card inserted into the PCMIA slot in their laptop. A customer can connect to Internet using R Connect Cable plugged to Reliance India Phone Fixed Wireless Terminals and Phones. Broadband Surfing When you log in at a terminal in the Broadband Centre @ Reliance Communication, you are connected to the Internet through Reliance’s next generation, high-speed, countrywide fiber optic network. Game Box Turn your computer screen into a high-voltage gaming arena. Play real-time, multi-player, multi-city, online games. Choose from a wide range of online gaming titles from almost all gaming genres - First Person Shooters, Real-
27
time Strategy, Sports Simulations, Family Games, Action, Racing, Role Players, to name a few.
Digital Services Print, scan, copy data, laminate and do amazing things with your images and data. For instance, transfer your favorite image onto your favorite Tshirt. Or get your personalised letterhead designed and printed.
eLearning @ Reliance WebWorld Going beyond the realm of online courseware, Reliance Communication facilitates learning through new, exciting methods, using technology to its advantage. Premier institutes like IIM Bangalore, XLRI and XIMB offer various Management Programmers utilizing Reliance Communication’s Virtual Classroom powered by Video Conferencing.
eTicketing Book Air Deccan and Kingfisher Airlines tickets at Reliance Communication. For tickets booked at Reliance Communication, you can reschedule, cancel and get an instant refund at any Reliance Communication across the country.
Video Conferencing Get into a room equipped with state-of-the art videoconferencing equipment, take your seats and hold meetings with people or teams in different locations. All this without investing a penny on technology. Corporate use this service for recruitment interviews, sales reviews, training, event broadcasts, press conferences, product launches and many more activities.
28
Digital Electronic News Gathering (DENG) Using optic fibre broadband connectivity, DENG enables transmission of video footage from Reliance Communication. With this service available in 86 cities, it is no wonder that almost all news channels and news-gathering agencies in India utilise the DENG service. The service can also be utilised by advertising agencies, ad film producers and Movie film houses.
Tele-medicine Reliance Communication, in association with Apollo Hospitals, has brought quality healthcare almost to the doorsteps of people. Now you don’t have to travel long distances to consult specialist doctors from Apollo Hospitals. Use Reliance Communication’s Tele-medicine service powered by Video Conferencing to have a face-to-face consultation with your Apollo doctor even though you are miles away from an Apollo hospital.
Virtual Mall Go on a shopping spree at Reliance Communication without having to lug heavy shopping bags around. Currently you can order personalized coffee mugs, books, movies and music at our associate websites and pay at Reliance Communication. Your goods are delivered to your doorstep.
29
CONCEPT METHODOLOGY
30
CONCEPT
RESEARCH METHODOLOGY Research can be defined as systematized effort to gain new knowledge. A research carried out by different methodologies, which have their own pros & cons. Research methodology is a way to solve research in studying & solving a research problem along with the logic behind them is defined through research methodology. Thus, when we talk of Research methodology, we not only talk of the research methods but also consider the logic behind the methods. We use in context of our research study & explain the we are using a particular method or techniques & why we are not using others so that research results are capable of being evaluated either by the researcher himself or by others.
TYPES & METHOD OF RESEARCH Descriptive research includes surveys & facts finding enquiries of different kinds. It is a description of state of affairs as it exists; it is also called as ex post-facto-research. Here researcher has no control over the variables what he does. He reports only what has happened or what is happening? Here qualitative & quantitative methods are clearly defined & sampling population well defined. The methods of research utilised in descriptive research are survey methods of all kinds, Including comparative & co relational methods.
31
DATA SOURCE Research included gathering Primary data and Secondary data. PRIMARY DATA is a first hand data, which are collected afresh, & thus happen to be original in character. SECONDARY DATA is the data which are collected from other sources like Internet, Newspaper, Magazines, etc. This project was done in order to have crucial information about customer response for using Reliace India Mobile. This research was done on the prospective customers of RIM of Kondhwa, PUNE. The response was generated through two pages questionnaire in which various questions were asked about the customers existing.
32
Tools and Technique of Data Collection Research Tools The questionnaire is by far most common instrument used to collect primary data. A questionnaire consists of set of questions presented to the respondents for their answers. In research, carefully chosen questions & their forms, working & sequence is important. By considering all the facts the questionnaire was designed. This is type of structured questionnaire. To be successful, questionnaire should be comparatively short &simple i.e., the size of the questionnaire should be kept to the minimum. Questions should proceed in logical sequence moving from easy, more difficult questions. Personal & intimate questions should be left to the end. Technical terms & vague expression capable of different interpretations should be avoided in a questionnaire. Questions may be dichotomous, multiple choice or open ended. In this research work I prepared two paged structured questionnaire. It included general questions to gather information about the customer response for using broadband services.
33
METHOD OF SAMPLING 1. RANDOM SAMPLING The type of sampling is also known as Trans sampling or probability sampling where each & every item in the population has an equal chance of inclusion in the sample. In this research random sampling has been done in order to choose the respondents. 2. SAMPLING UNITS: It gives the target population that will be sampled. This research was carried in Reliance Mobile, Kondhwa, Pune. For this research target respondents were the customer of Reliance India Mobile. 3. SAMPLING SIZE: Large sample gives reliable results than small sample. But, it is not feasible to target entire population or even a substantial portion to achieve reliable results. This project maintained sample size of 50 respondents, which are customer of Reliance India Mobile.. 4. DATA COMPUTATION & ANALYSIS: After the data has been collected, it was tabulated & findings of the project were presented followed by analysis & interpretation to reach certain conclusions.
34
DATA ANALYSIS
35
Q1.How you came to know about Reliance India Mobile? [ ] Television [ ] Newspaper [ ] Friends and Relatives [ ] Others
Television
Newspaper
18
Friends & Relatives 7
22
14%
6%
Others 3
36%
44%
Television Friends & Relatives
Newspaper Other
Conclusion It is found that maximum percentage of user came to know about RIM through Newspaper. 36
Q2.Why you use Reliance India Mobile? [ ] Network Coverage [ ] Economical
Network Coverage 23
[ ] Tariff Plans/Range [ ] Customer Care Support
Tarrif Plans/Range 9
Economical 16
4%
32%
Customer Care Support 2
46%
18%
Network Coverage Economical
Tariff plans/Range Customer care support
Conclusion It is found that maximum percentage of user use RIM because of its network coverage. 37
Q3.Which service you use by Reliance India Mobile? [ ] Postpaid
[ ] Prepaid
Postpaid
Prepaid 9
41
18% 82%
Postpaid
Prepaid
Conclusion It is found that maximum percentage of user use Prepaid service by RIM. Q4. Which type of voucher you generally use for prepaid service? 38
[ ] [ ]
RS. 399 Rs.215
Rs. 399 15
[ ] Rs. 875 [ ] Other
Rs.875 5
Rs.215 10
Others 20
30%
40%
10%
20%
Rs.399
Rs.875
Rs.215
Other
Conclusion It is found that maximum percentage of user use other voucher for prepaid service. Q5. How you rate Reliance India Mobile?
39
[ ]
Good
Good 37
[ ] Average
[ ] Bad
Average 11
22%
Bad 2
4% 74%
Good
Average
Poor
Conclusion It is found that maximum percentage of users finds RIM Good. Q6. Since how many years you are using Reliance India Mobile? [ ]
Less than 1 year
[ ] 1 -2 years 40
[ ]
2-3 years
Less than 1 year 16
[ ] More than 3 years
1-2 years
2-3 years
26
5
10%
6%
More than 3 years 3`
32%
52%
less than 1 year 2-3 year
1-2 year More than 3 year
Conclusion It is found that maximum percentage of user is using RIM since 1-2 years. Q7. Do you use Internet (GPRS) Service in your mobile? [ ] Yes [ ] Seldom
[ ] Occasionally [ ] No 41
Yes
Occasionally 28
13
12%
Seldom 6
6%
No 3
26%
56%
Yes
Occasionally
Seldom
No
Conclusion It is found that maximum percentage of use GPRS service occasionally. Q8. Do you use Value Added Services (VAS) in your mobile? [ ] Yes [ ] Seldom
[ ] Occasionally [ ] No
42
Yes 42
Occasionally 5
Seldom 1
No 2
10% 2%4% 84%
Yes
Occasionally
Seldom
Conclusion It is found that maximum percentage of user use VAS in RIM. Q9. Are you satisfied with Customer Care Service? [ ] Yes
[ ] No
43
No
Yes 32
No 18
36% 64%
Yes
No
Conclusion It is found that maximum percentage of user are not satisfied with Customer Care Service.
SUMMARY To summarise this project I would like to start with the main objective of the survey. It was the first opportunity for me to practically interact with the 44
people and customers of Reliance India Mobile to know their satisfaction level. The industry chosen by me was the service industry and the company is Reliance.I had visited Reliance Mobile, kondhwa where I meet different people to collect information. The first step in this contest was to make a questionnaire that should cover all the desired information to be needed. The next step was to give the report in the systematic shape to present it in a better way. Both forms of data collected i.e. primary and secondary method are applied in the survey Reliance India Mobile is the first company to launch prepaid service in the country. . The availability of recharge voucher was not found good in some area. Network coverage was not found good in some area. During my course of action in Reliance India Mobile I found that competition level high, there fore a detailed and continue event planning and implementation is essential. The project undertaken is beneficial for the company and such event must be continued. A set of recommendations is also submitted as the part of the project that can be considered while designing new events and schemes.
CONCLUSION 1. It is found that maximum percentage of user came to know about RIM
through Newspaper.
45
2. It is found that maximum percentage of user use RIM because of its
network coverage. 3. It is found that maximum percentage of user use Prepaid service by
RIM. 4. It is found that maximum percentage of user use other voucher for
prepaid service. 5. It is found that maximum percentage of users finds RIM Good. 6. It is found that maximum percentage of user are using RIM since 1-2
years. 7. It is found that maximum percentage of use GPRS service
occasionally. 8. It is found that maximum percentage of user use VAS in RIM. 9. It is found that maximum percentage of user are not satisfied with
Customer Care Service.
SUGGESTIONS 1. There are still great potential of customers who are not satisfied with the service of the service provider, so if reliance provide clear, good
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quality of voice transmission, billing and complaint response time it can attract large chunk of customer. 2. The major drawback of RIM was that fax was not available, so company should take initiative to make fax facilities. 3. The availability of recharge vouchers should be made available when required by the customers. As this given the first good impression about the company. 4. The network coverage should be improved over the period of time. 5. Call rates on talk time is affordable so it should be maintained at this level. 6. Distribution channels should be handled properly as they are inefficient. 7. After sales service is required to be maintained properly, which is not up to mark? 8. The customer care executive should be more efficient in handling the customers and also more friendly and polite in their conversation while dealing with the customer. 9. Bill statement should be provided to the customer when demanded. 10.There should be more offers like festival offers by service providers. 11.Price should be within the reach of customers. 12.Company should promote RIM as a source of employment then company can build their social image also.
BIBLIOGRAPHY Books
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• Kotler and Armstrong, The Principle of Management, Edition 2002 • Kothari C.R. – Research Methodology, Edition 2004, New Age Internationl Publication, 2nd Edition.
Websites: • www.google.com •
www.relianaceinfo.com
•
www.indiacellular.com
•
www.tataindicom.com
•
www.worldmarketanalysis.com
ANNEXURE Q1.Name ………………………………………..
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Q2.Age: [ ] Under 18 [ ] 26-35 [ ] Over 45 Q3.Sex: [ ] Male
[ ] 18-25 [ ] 36-45
[ ] Female
Q4.Occupation: [ ] Service [ ] Business
[ ] Student [ ] Other _______________
Q5.Annual Income (Gross): [ ] Below 1 Lac
[ ] 1 Lac – 3 Lac
[ ] 3 Lac – 5 Lac
[ ] 5 Lac – 7 Lac
[ ] 7 Lac & Above Q6.How you came to know about Reliance India Mobile? [ ] Television [ ] Newspaper [ ] Friends and Relatives [ ] Others Q7.Why you use Reliance India Mobile? [ ] Network Coverage [ ] Tariff Plans/Range [ ] Economical [ ] Customer Care Support [ ] Other ______________ Q8.Which service you use by Reliance India Mobile? [ ] Postpaid [ ] Prepaid Q9. Which voucher you generally use? [ ] Rs. 875 [ ] Rs.399 [ ] Rs. 215 [ ] Other______ Q10. How you rate Reliance India Mobile? [ ] Good [ ] Average [ ] Bad Q11. Since how many years you are using Reliance India Mobile? [ ] Less than 1 year [ ] 1 -2 years 49
[ ]
3-5 years
[ ] More than 5 years
Q12. Do you use Internet (GPRS) Service in your mobile ? [ ] Yes [ ] Occasionally [ ] Seldom [ ] No If yes then how you like it? [ ] Good [ ] Average
[ ] Bad
Q13. Do you use Value Added Services (VAS) in your mobile? [ ] Yes [ ] Occasionally [ ] Seldom [ ] No If yes then which VAS you generally use? [ ] Ringtones [ ] Wallpapers [ ] News [ ] Exams Results [ ] Games [ ] Other______________ Q14. Are you satisfied with Customer Care Service? [ ] Yes [ ] No
The survey is conducted by Reliance Infocomm. All the details and information are promised to keep confidential. Thank you for your precious time and efforts to complete the questionnaire.
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