COMPARISON OF BSNL SERVICE WITH ITS COMPETITIORS

BSNL

Connecting India

AT BHARAT SANCHAR NIGAM LIMITED

PUNJAB TECHNICAL UNIVERSITY

JALANDHAR
ACADEMIC SESSION
(2008-2011)

In partial fulfillment of the requirement for the award of Degree of Bachelor

in Business Administration (BBA)
SUBMITTED TO: SUBMITTED BY:
Ms.RAJWINDER KAUR RAMANJEET KAUR
Assistant Professor CTIMIT, B.B.A 5th SEM
JALANDHAR. ROLLNO.81407320033
CT INSTITUTE OF MANAGEMENT & IT
JALANDHAR
 A

SUMMER TRAINING PROJECT REPORT

ON

COMPARISON OF BSNL SERVICE WITH ITS COMPETITIORS

BSNL

ACKNOWLEDGEMENT
Concentration, dedication and application are necessary but not sufficient to achieve

any goal. Therefore, it is our pleasant duty to offer our service of acknowledgement to

those honorable personalities of the department who helped me to follow the path to

success for the completion of this project.

It was indeed an opportunity for me to be a part of BHARAT SANCHAR NIGAM

LTD, Gurdaspur for my summer training, as a partial fulfillment of three-year degree

course of Bachelor of Business Administration.

It was an insightful experience where I was given an exposure in the field of

Marketing. It was during this training that I was able to apply my theoretical

knowledge into practical one.

It is a great pleasure to extent my heartful thanks to Mr. RAJESH KUMAR(T.D.M)

– PBH for giving me an opportunity to learn the applicability of marketing

mngt.Theories.
I would also like to express my deepest gratitude to Mr. GURDEEP SINGH

(S.D.E.), who had played a key role of Coach, Guide and Counselor throughout my

project work and helped me whenever I was in trouble in my given task. I also pay my

thanks to all of them for their whole-hearted cooperation irrespective of their busy

schedule.

I would like to express my special gratitude to various employees of all departments,

my friends and my seniors, who are always a source of inspiration for me and played

an important role in making my summer training a memorable one.

Ramanjeet Kaur

Roll no. :-81407320033

 DECLARATION

I, Ramanjeet Kaur under signed hereby declare that the research report

“COMPARISON OF BSNL SERVICES WITH ITS COMPETITORS”

compiled and submitted under the valuable guidance of Ms.Rajwinder Kaur

is my original work. The empirical finding in this reports are based on the

survey conducted and annual reports of the company.

 Ramanjeet Kaur

Roll no. :-81407320033

Class BBA 5th SEM.

PREFACE

Practical and Theory are the two aspects of Management education. The practical training

in the domain of management courses has received vital importance. It exposes to the

potential manager towards the actual work situation and gives a student rich insight into

what practically is going on inside the industries, infect it is the implementation of theory

into practices which is the life force of management.

Two months practical training is an obligatory requirement for the B.B.A. It was of great

advantage to receive practical training in BHARAT SANCHAR NIGAM LIMITED,

Gurdaspur. The management of the company offered an excellent learning situation.

There have been considerable changes in the technology, operation and structure of the

industry due to globalization, environmental issues and available fiber sources, and new

challenges being posed by the changing customer satisfaction levels and multiple market

requirements are forcing industry to adapt to new solutions.

I was assigned special Project: -

COMPARATIVE STUDY OF BSNL SERVICES WITH ITs

COMPETITOR

TABLE OF CONTENTS
 INTRODUCTION………………………………………….. 07---09

 OBJECTIVES OF STUDY…………………………………… 10---11

 COMPANY PROFILE…………………………………………. 12---58

➢ GOVERNMENT LANDLINE PHONE PROVIDER

• BSNL……………………………………………… 14---37

➢ PRIVATE LANDLINE PHONE PROVIDER

○ TATA INDICOME……………………. 39---46

○ RELIANCE INFOCOM……………… 47---58

 RESEARCH METHODOLOGY

➢ RESEARCH DESIGN…………………………………… 63---64

➢ SAMPLING DESIGN ………………………………….. 65---

 DATA COLLECTION…………………………………….. 67---69

 DATA REPRESENTATION……………………………. 73---85

 DATA ANALYSIS………………………………………….

 FINDINGS & LIMITATION…………………………… 71-72

  CONCLUSIONS AND RECOMMENDATIONS

 ANNEXURE

 BIBLIOGRAPHY

INTRODUCTION

The telecommunications system in India was thrown open to private players in the

1990s. The country is divided into multiple zones, called circles (roughly along state

boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are circles

in their own right. The government owned BSNL runs local, mobile and long distance

telephone services all over the country (except in the Delhi and Mumbai circles). Several

private companies give competition to BSNL/MTNL in different circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and

Mumbai). There are other companies too, such as Tata Teleservices and which do not

have a pan-Indian presence. over the country, but have star Reliance Infocomm has

licences to provide services all ted off only with CDMA mobile and fixed mobile services

(where the phone is not wired to the exchange, but is used like a fixed line at home or

office).
 Landlines are now facing competition from mobile telephones (GSM and CDMA

based). Mobile phone connections are readily available from private companies for

relatively low prices. The competition has forced the government owned monopoly BSNL

(MTNL in Delhi and Mumbai) to become more efficient. The landline network quality has

improved and landline connections are now usually available on demand, even in high

density urban areas. In addition to the government monopoly, there are several private

landline telephone companies, notably Reliance

and Tata Teleservices and Bharti (which runs the landline company Touchtel and

the mobile company Airtel).

Long distance service is now more comprehensive and cheaper, carried primarily on fiber

optic cable. There are several private long distance companies, the government owned

BSNL continues to use its monopoly against them. However, the competition has caused

prices to drop and calls across India are now comparable in price to calls across the

continental United States

Government landline provider:

Most of the people in the country are using the landline telephones which is mainly

provided by the government company. BSNL is the largest telecom operator in India and

is known to everybody for Basic Telephony Services for over 100 years. Presently the

Plain old, Countrywide telephone service is being provided through 32,000 electronic

exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public Switched

Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical Fiber Cable,

with a host of Phone Plus value additions to our valued Customers. BSNL's telephony
network expands throughout the vast expanses of the country reaching to the remotest part

of the country.
Private landline provider:

1.R e l i a n c e I n f o c o m m :

R e l i a n c e I n f o c o m m

n e t w o r k i s a p a n

I n d i a , h i g h c a p a c i t y ,

i n t e g r a t e d ( w i r e l e s s

a n d w i r e l i n e ) a n d

c o n v e r g e n t ( v o i c e ,

d a t a a n d v i d e o )

d i g i t a l n e t w o r k ,

d e s i g n e d t o o f f e r

s e r v i c e s t h a t s p a n t h e

e n t i r e I n f o c o m m v a l u e

c h a i n - i n f r a s t r u c t u r e ,

s e r v i c e s f o r

e n t e r p r i s e s a n d

i n d i v i d u a l s ,

a p p l i c a t i o n s a n d

c o n s u l t i n g . T h e

n e t w o r k i s d e s i g n e d t o

d e l i v e r s e r v i c e s t h a t

w i l l f o s t e r a n e w w a y

o f l i f e f o r a N e w

I n d i a .
2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2

billion) Tata Group, that has over 90 companies, over 210,000 employees and more than

2.16 million shareholders. With an investment of over INR 9,000 crore (US$ 2

b i l l i o n ) in Telecom, the Group has a formidable presence across the

telecom value chain. The Tata Group plans an additional investment of around INR 9000/-

crore (US$ 2 billion) in this sector in the next two years.Tata Teleservices spearheads the

Group's presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the

first to launch CDMA mobile services in India with the Andhra Pradesh circle. According

to the study of this field, I can say that consumers are very keen to observe the every

opportunity provided by the various players in the field of landline telephones.

Consumers showed the very effective attitude towards my study.

OBJECTIVE OF STUDY

• To know about the pre-purchase behavior of consumer under the following points:

a. Income effect on their consumption.

b. Source of information.

c. Occupational effect.
 d. Purpose of purchasing landline phone.

• To know about the factor which influence the customer at a time purchasing a

landline phone.

• To study the comparative market of various company.

• To know the satisfaction level of consumer.

 COMPANY PROFILE

• GOVERNMENT COMPANY.

○ BSNL.

• PRIVATE COMPANY.

○ TATA INDICOM.

○ RELIANCE INFOCOM.
 BSNL

GOVERNMENT LANDLINE PROVIDER

INTRODUCTION

VISION

To become the largest telecom Service Provider in Asia.

MISSION

To provide world class State-of-art technology telecom services to its customers on

demand at competitive prices.

To Provide world class telecom infrastructure in its area of operation and to contribute to

the growth of the country's economy.

OBJECTIVES

• To be the Lead Telecom Services Provider.

• To provide quality and reliable fixed telecom service to our customer and there by

increase customer's confidence.

• To provide mobile telephone service of high quality and become no. 1 GSM

operator in its area of operation.

• To provide point of interconnection to other service provider as per their

requirement promptly.

• To facilitate R & D activity in the country.

 • Contribute towards:

i. National Plan Target of 500 million subscriber base for India by 2010.

ii. Broadband customers base of 20 million in India by 2010 as per Broadband

Policy 2004.

iii. Providing telephone connection in villages as per government policy.

Implementation of Triple play as a regular commercial proposition.BSNL is the largest

telecom operator in India and is known to everybody for Basic Telephony Services for

over 100 years. Presently the Plain old, Countrywide telephone service is being provided

through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX),

Digitalized Public Switched Telephone Network (PSTN) all inter linked by over 2.4 lakh

km of Optical Fiber Cable, with a host of Phone Plus value additions to our valued

Customers. BSNL' stelephony network expands throughout the vast expanses of the

country reaching to there motets part of the country.

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was christened Bharat Sanchar Nigam Limited(BSNL).

Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector

Undertaking of India with authorized share capital of $ 3600 million and net worth of $

13.85 billion. It has a network of over 45 million lines covering 5000 towns with over 35

million telephone connections.

With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and

widespread transmission network including SDH system up to 2.5 gbps, DWDM system
up to 80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000 data

customers , BSNL continues to serve this great nation .Its responsibilities include

improvement of the already impeccable quality of telecom services, expansion of telecom

network, introduction of new telecom services in all villages and instilling confidence

among its customers.

BSNL has managed to shoulder these responsibilities remarkably and deftly.

Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide

Network management & surveillance system (NMSS) to control telecom traffic and over

4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with

in the world of connectivity.

The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2 billion).

Turnover of Rs. 25,000 crore ( US $ 5.2 billion)

Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom

services and a penchant for excellence; and you have the ingredients for restructuring

India for a bright future.

Bharat Sanchar Nigam Limited
Hierarchy Table
BSNL

Type Communication Service Provider

Availability Countrywide except Delhi & Mumbai
Revenue US$ 9.04 billion (2006)
Owner The Government of India
Key people S.D. Saxena (CFO);

Kuldeep Goyal(CMD)
Founded 19th century, incorporated 2000
Website www.bsnl.co.in

Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications

company in India. It is the largest telecommunication company in India and the sixth
largest in the world. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra

Mathur Lane, Janpath, New Delhi. It has the status of Mini-ratana - a status assigned to

reputed Public Sector companies in India.

BSNL is India's oldest and largest Communication Service Provider (CSP). Currently

BSNL has a customer base of 65.3 million (Basic & Mobile telephony). It has footprints

throughout India except for the metropolitan cities of Mumbai and New Delhi which are

managed by MTNL. As on July 31, 2007 BSNL commanded a customer base of 32.7

million Wireline, 3.7 million CDMA-WLL and 28.9 million GSM Mobile subscribers.

BSNL's earnings for the Financial Year ending March 31, 2007 stood at INR 397.15b

(US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). Today, BSNL is India's

largest Telco and one of the largest Public Sector Undertaking of the country with

authorized share capital of US$ 4.26 billion (INR 17,500 Crores) and assets of US$ 14.74

billion.
 History
The foundation of Telecom Network in India was laid by the British sometime in 19th

century. The history of BSNL is linked with the beginning of Telecom in India. In 19th

century and for almost entire 20th century, the Telecom in India was operated as a

Government of India wing. Earlier it was part of erstwhile Post & Telegraph Department

(P&T). In 1975 the Department of Telecom (DoT) was separated from P&T. DoT was

responsible for running of Telecom services in entire country until 1985 when Mahanagar

Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of

Delhi and Mumbai. It is a well known fact that BSNL was carved out of Department of

Telecom to provide level playing field to private telecoms. Subsequently in 1990s the

telecom sector was opened up by the Government for Private investment, therefore it

became necessary to separate the Government's policy wing from Operations wing. The
Government of India corporatized the operations wing of DoT on October 01, 2000 and

named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public sector.

Main Services being provided by BSNL

BSNL fixed services

BSNL provides almost every telecom service, however following are the main Telecom

Services being provided by BSNL in India:-

1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop

(WLL) using CDMA Technology called bfone and Tarang respectively. BSNL is

dominant operator in fixed line. As on March 31, 2009 (end of financial year) BSNL had

76% share of fixed and WLL phones.

BSNL Mobile

Pre-paid Mobile

1. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile

Telephone services using GSM platform under brandname Cellone. Pre-paid Cellular

services of BSNL are know as Excel. As on March 31, 2009 BSNL had 22% share of

mobile telephony in the country.

BSNL Broadband

2. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSL-

Broadband Dataone. BSNL has around 50% marketshare in broadband in India.

BSNL has planned aggressive rollout in broadband for current financial year.

4. Intelligent Network (IN):

BSNL is providing IN services like tele-voting, toll free calling, premium calling

etc.

BSNL Units

BSNL is divided into a number of administrative units, termed as telecom circles,

metro districts, project circles and specialized units, as mentioned below:-

Telecom Circles:

Telecom Circles & Metro districts are responsible for providing service to the

customers. There are 24 Telecom Circles and 2 Metro districts.

1. Andaman & Nicobar Telecom Circle

2. Andhra Pradesh Telecom Circle

3. Assam Telecom Circle

4. Bihar Telecom Circle

5. Chhatisgarh Telecom Circle

6. Gujarat Telecom Circle

7. Haryana Telecom Circle

8. Himachal Pradesh Telecom Circle

9. Jammu & Kashmir Telecom Circle

10. Jharkhand Telecom Circle

11. Karnataka Telecom Circle

12. Kerala Telecom Circle

13. Madhya Pradesh Telecom Circle

14. Maharashtra Telecom Circle

15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura

16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and

Nagaland.

17. Orissa Telecom Circle

18. Punjab Telecom Circle

19. Rajasthan Telecom Circle

20. Tamil Nadu Telecom Circle

21. Uttar Pradesh (East) Telecom Circle

22. Uttar Pradesh (West) Telecom Circle

23. Uttranchal Telecom Circle

24. West Bengal Telecom Circle

Year of Broadband 2007

2007 has been declared as "Year of Broadband" in India and BSNL is in the process of

providing 5 million Broadband connectivity by the end of 2007. BSNL has upgraded

existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra

cost. This 2 Mbit/s broadband service is being provided by BSNL at a cost of just US$ 5.5

per month. Further, BSNL is rolling out new Broadband services as Triple play

(telecommunications).

BSNL is planning to increase its customer base to 108 million customers by 2010. With
the frantic activity in the communication sector in India, the target appears achievable,

however due to intense competition in Indian Telecom sector in recent past BSNL's

growth has slowed down.

BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$ 580

m (INR 2,500 crores) Rural Telephony project of Government of India.

 Challenges
During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL
has added 9.6 million new customers in various telephone services taking its customer
base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at a customer
base of 39 million. However, despite impressive growth shown by BSNL in recent times,
the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line
customers BSNL has brought down long distance calling rate under OneIndia plan,
however, the success of the scheme is not known. However, BSNL faces bleak fiscal
2006-2007 as users flee, which has been accepted by the CMD BSNL.
Presently there is an intense competition in Indian Telecom sector and various Telcos are
rolling out attractive schemes and are providing good customer services. However, BSNL
being legacy operator and its conversion from a Government Department, earns lot of
criticism for its poor customer service. Although in recent past there have been
tremendous improvement in working of BSNL but still it is much below the Industry's
Expectations. A large aging (average age 49 years(appx)) workforce (300,000 strong),
which is mostly semi-illetrate or illeterate is the main reason for the poor customer
service. Further, the Top management of BSNL is still working in BSNL on deputation
basis holding Government employee status thus having little commitment to the
organisation. Although in coming years the retirement profile of the workforce is very fast
and around 25% of existing workforce will retire by 2010, however, still the workforce
will be quite large by the industry standards. Quality of the workforce will also remain an
issue.

Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for
provide service in non-lucarative areas especially rural areas) has been slashed by 37% by
TRAI, w.e.f. April 01, 2007. The reduction in ADC may hit the bottom-line of BSNL.
Dear Customers,

I have taken over as CMD BSNL on 1st of August, 2007. On assuming my new

assignment, I would like to reiterate our commitment to provide services to the

satisfaction of our esteemed customers. BSNL is a total telecom solutions provider,

offering landline, fixed wireless, mobile and internet services all over the country except

for metro cities of Delhi and Mumbai. BSNL's broadband services are also presently

available in 1077 cities .

As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan to

extend broadband coverage to 1500 cities/towns and 20000 villages during the current

year. The existing broadband capacity of 1 million ports is planned to be augmented by 5

million ports. BSNL.s thrust is to extend broadband connectivity to rural areas. An

ambitious project is being taken up to deploy 1.8 million ports for providing broadband

connectivity to rural areas through wireline as well as wireless techniques. Multiplay

services over broadband connections have already been launched in cities like Pune,

Bangalore and Kolkatta and we plan to roll out these services in a number of important

cities progressively. Through a single connection, the customers will have the freedom to

talk, surf internet and watch cable TV or video simultaneously. Facilities like online

gaming etc. are also available over broadband.

BSNL has planned to expand its fixed wireless (WLL) network to provide telephone

connections on demand. Expansion of WLL network would also help faster rollout of

services in rural areas. We also have an ambitious plan to expand the mobile network with

special emphasis to serve rural populace. Of late there was a capacity constraint in our
mobile network but the constraint would be overcome shortly and we will roll out

additional capacity aggressively.

BSNL is also providing host of IVRS and SMS based value added services on wireline

and wireless connections such as cricket score, opinion polls, poll results, jokes, astrology,

information services, contests, games, chat, ringtones, logos, wall papers etc. BSNL has

also introduced Location Based Services for GSM customers. Customers can avail of

these services at affordable rates. It has been our endeavor to keep our tariff structure most

affordable and transparent.

BSNL has formulated new schemes to provide free Centrex facility to Corporate

Customers/Commercially Important Customers/Multi-storey complexes/Residential

Housing Societies etc. where customers do not have to pay for the cost of the equipment.

Details of these schemes are available on our website.

BSNL is striving hard to provide quality service to its valued customers. In this endeavor

our executives at customer service centers are being empowered to facilitate Single

Window Service at the counter itself where most of the routine business can be transacted

without hassles of going to different places. We have also launched Customer Care Portal

to accept online registration of customers. request for various services and lodging

complaints. The Portal has already been launched in A.P, Rajasthan, Kerala, Karnataka

and Punjab Circles. In remaining Circles, portal will be launched progressively by Dec,

2007

I thank our all esteemed customers for the faith reposed in our services. We reaffirm our

commitment to empower our customers with world class state-of-the art services at

affordable rates. We look forward to your continued patronage with us.

(Kuldeep Goyal)
 PHONE PLUS SERVICES

Gone are the days when basic telephones was used only to make and receive calls. With

the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone plus

services, converting your old basic telephones to a sophisticated tool which can be used

for a variety of applications.

Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges.

Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value

additions.

BSNL launched DataOne broadband service in January 2005 which shall be extended to

198 cities very shortly. The service is being provided on existing copper infrastructure on

ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs.

500/- per month only. Subsequently, other services such as VPN, Multicasting, Video

Conferencing, Video-on-Demand, Broadcast application etc will be added.

Internet

Keeping the global network of Networks networked, the countrywide Internet Services of

BSNL under the brand name includes Internet dial up/ Leased line

access, CLI based access (no account is required) and DIAS service, for web browsing

and E-mail applications. You can use your dialup sancharnet account from any place in
India using the same access no '172233' , the facility which no other ISP has. BSNL has

customer base of more than 1.7 million for sancharnet

Internet Telephony service is also started under the brand name , using this

you can make calls to a person in UK, USA, Canada and many more countries for as

cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-location

services at very cheap rates.

ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique digital network

providing high speed and high quality voice, data and image transfer over the same line. It

can also facilitate both desktop video and high quality video conferencing

Intelligent Network

Intelligent Network Service (In Service) offers value-added services.

I-Net

India’s x.25 based packet Switched Public Data Network is operational in104 cities of the

country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay

services.

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various application on

point to point basis. It offers a choice of high, medium and low speed leased data circuits

as well as dial-up lines. Bandwidth is available on demand in most cities. Managed

Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64

kbps up to 2mbps, useful for Internet leased lines and International Principle Leased

Circuits (IPLCs).
Cellular Mobile Service

BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million.

CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message

Service (SMS) both national and international, unified messaging service (send and

receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270

cellular networks and over 1000 cities/towns across India. It has got

coverage in all National and State Highways and train routes.

Wireless in Local Loop

This is a communication system that connects customers to the Public Switched

Telephone Network (PSTN) using radio frequency signals as a substitute for conventional

wires for all or part of the connection between the subscribers and the telephone exchange.

Telephone

Basic Telephone (Bfone)

Total Number of connections as on 10.07.2008 3,31,49,457
WLL (Tarang)
Total Number of connections as on 10.07.2008 35,99,544
Village Public Telephones
Total Number of Telephones as on 10.07.2008 5,53,484

Public Telephones (Local, STD and Highway)

Total Number of Public Telephones as on 10.07.2008 20,82,824

STD Stations
Number of STD Stations as on 10.05.2008 32,011
Transmission Systems as on 10.07.2007
Transmission Systems
Digital

(Route kms) (Route kms)

Coaxial 6,024
Microwave 50,199
UHF 45,130
Optical Fiber 5,17,354

Satellite Based Services (as on 10.07.2008)

MCPC-VSATs 113
IDR Systems (2 Mb/ 8 Mb) 99/24
 INTRODUCTION

Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that has

over 90 companies, over 210,000 employees and more than 2.16 million shareholders.

With an investment of over INR 9,000 Crore (US$ 2 billion) in Telecom, the Group has a

formidable presence across the telecom value chain. The Tata Group plans an additional

investment of around INR 9000/- Crore (US$ 2 billion) in this sector in the next two

years.

Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in

1996, Tata Teleservices was the first to launch CDMA mobile services in India with the

Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed

Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung into

expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai,

Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan,

Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala,

Kolkata, Madhya Pradesh and West Bengal. The company has a customer base of over 3

million. The investment in the company as of March 2004 totals INR 5995 Crore (US$

1200 million).

The company, which heralded convergence technologies in the Indian telecom sector, is

today the market leader in the fixed wireless telephony market with a customer base of 1.8

million.

Tata Teleservices has recently, marked its entry into the Prepaid segment by launching

100 % Sacchai True Paid, across all its existing 20 circles. With the latest initiative, Tata
Indicom has opened up new frontiers for the Indian prepaid customers by offering 1-

second pulse and 100 % talk time on True Paid. Today, the company serves more than 3

million customers in over 824 towns. With an ambitious rollout plan both within existing

circles and across new circles, Tata Teleservices will offer world-class technology and

user-friendly services to over 1000 cities in 20 circles by March 2005.

 TATA INDICOM PHONE
Tata Indicom offers you almost instant phone connections. Get yourself the Tata

Indicom Landline Services based on the state of the art Optical Fiber Cable-based

backbone.

• Superior Voice Clarity

• Instant and hassle-free connection

• Accurate billing

• Secure and tamper-proof lines

• Responsive and friendly services

• 24*7 friendly customer service

If you take a wireline connection, your telephone is connected to the Tata Indicom

exchange by a combination of high technology fiber-optic cables and copper cables.

Global standard today, fiber-optic cables enable our network to handle higher capacities

of load as compared to ordinary cables and at much higher transmission speeds. This

gives you trouble-free and faster connectivity.

Phone Connection

1.For Your home

Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom

Landline Services based on the state of the art Optical Fiber Cable-based backbone.

Tata Indicome Phone Connection Advantage:

• Superior Voice Clearity

• Instant and hassle-free connection

• Accurate billing

• Secure and tamper-proof lines

• Responsive and friendly services

• 24*7 friendly customer service

cables and copper cables. A global standard today, fiber-optic cables enable our network

to handle higher capacities of load as compared to ordinary cables and at much higher

transmission speeds. This gives you trouble-free and faster connectivity. If you take a

wireline connection, your telephone is connected to the Tata Indicom exchange by a

combination of high technology Fiber-optic

2.For Small Medium Business

Get a phone connection almost instantly. Get Tata Indicom Land Line connection based

on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and

say goodbye to excessive billing.

Wire-line telephones are connected to the Tata Indicom exchange by a combination of

high technology fiber-optic cables and copper cables. A global standard today, fiber-optic

cables enable our network to handle higher capacities of load as compared to ordinary
cables, and at much higher transmission speeds. This gives you trouble-free and faster

connectivity.

3.For Enterprises

Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline

Phone services based on the state of the art Optical Fiber Cable-based backbone. Enjoy

greater voice clarity and say goodbye to excessive billing.

If you take a wire-line connection, your telephone is connected to the Tata Indicom

exchange by a combination of high technology fiber-optic and copper cables. A global

standard today, fiber-optic cables enable our network to handle higher capacities of load

as compared to ordinary cables and at much higher transmission speeds. This gives you

trouble-free and faster connectivity

 PRODUCTS AND SERVICES

Tata Indicom offers a complete range of affordable telecom solutions for your home and

business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone booths,

Broadband services or Centrex, we are present in every sphere of the telecommunications

market, endeavoring to make your life comfortable and hassle free.

We have a wide-range of product and service offerings to meet every need of yours:

Voice

Tata Indicom Mobile

Tata Indicom Push-To-Talk Service

Tata Indicom Walky

Tata Indicom Fixed Wire Phone Connection

Tata Indicom ISDN Services

Tata Indicom Centrex

Tata Indicom E1 Links

Tata Indicom Basic/Primary Rate ISDN

Tata Indicom Managed Leased Lines

Tata Indicom Direct Inward Dialling (DID)

Tata Indicom Public Phone Booth

Tata Indicom Voice Reminder Services

 Data

Tata Indicom Shared and Dedicated Internet Bandwidth

Tata Indicom Virtual Private Networks (VPN)

Tata Indicom Hosting Services

Tata Indicom Internet Access Solutions

Tata Indicom ADSL & DSL

Internet

Tata Indicom Post-Paid Internet connection

Tata Indicom Broadband Internet Services

Tata Indicom Corporate Dial Up

Tata Indicom Corporate Internet ISDN

Tata Indicom Internet Private Leased Circuits(IPLC)

Tata Indicom Internet leased lines (ILL)

Tata Indicom Managed Data Network Services (MDNS)

Tata Indicom INMARSAT

Tata Indicom TV Uplink

Tata Indicom Internet Data Centers

Tata Indicom NLD leased line

Tata Indicom Conference Services

Tata Indicom Conference Call Service

Tata Indicom Web Conference Service

 INTRODUCTION

Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-2002)

dream to herald a digital revolution in India by bringing affordable means of information

and communication to the doorsteps of India's vast population.

"Make the tools of infocomm available to people at an affordable cost, they will overcome

the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the

mission for Reliance Infocomm in late 1999. He saw in the potential of information and

communication technology a once-in-a-lifetime opportunity for India to leapfrog over its

historical legacy of backwardness and underdevelopment.

Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the

backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the

entire country. The Reliance Infocomm pan-India network was commissioned on

December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked his

first birth anniversary after his demise July - 6, 2002.

R e l i a n c e I n f o c o m m

n e t w o r k i s a p a n

I n d i a , h i g h c a p a c i t y ,

i n t e g r a t e d ( w i r e l e s s

a n d w i r e l i n e ) a n d

c o n v e r g e n t ( v o i c e ,
d a t a a n d v i d e o )

d i g i t a l n e t w o r k ,

d e s i g n e d t o o f f e r

s e r v i c e s t h a t s p a n t h e

e n t i r e I n f o c o m m v a l u e

c h a i n - i n f r a s t r u c t u r e ,

s e r v i c e s f o r

e n t e r p r i s e s a n d

i n d i v i d u a l s ,

a p p l i c a t i o n s a n d

c o n s u l t i n g . T h e

n e t w o r k i s d e s i g n e d t o

d e l i v e r s e r v i c e s t h a t

w i l l f o s t e r a n e w w a y

o f l i f e f o r a N e w

I n d i a .

DHIRUBHAI'S DREAM

L a t e D h i r u b h a i A m b a n i

b u i l t R e l i a n c e f r o m

s c r a t c h t o b e i n t h e
r e c k o n i n g f o r a p l a c e

i n t h e G l o b a l F o r t u n e

5 0 0 l i s t . T h i s

a c h i e v e m e n t i s e v e n

m o r e s i g n i f i c a n t d u e

t o t h e f a c t , t h a t t h e

e n t i r e g r o w t h w a s

a c h i e v e d i n a n o r g a n i c

m a n n e r a n d i n a s p a n

o f j u s t 2 5 y e a r s .

The corporate philosophy he followed was short simple and succinct - "Think big. Think

differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to

do better than the best - not only in India but also in the world.

Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that

education alone empowers people. He was a great communicator. He communicated to

inspire, to guide, to educate and to motivate.

power of information and communications. He would often say: "make the tools of

infocomm available to people at an affordable cost, they will overcome the handicaps of

illiteracy and lack of mobility".

He wanted a telephone call to be cheaper than a post card. This, he believed, would

transform every home, empower every Indian, remove the roadblocks to opportunity and

demolish the barriers that divide our society.

Dhirubhai Ambani was of the conviction that infocomm would energies enterprises,

galvanize governance, make livelihood an enjoyment, learning an experience, and living

an excitement.

Reliance Infocomm is a fascinating outcome of this powerful conviction. It is a major

initiative to translate his inspiring dream into reality

Vision

"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".

Business

Reliance Infocomm will offer a complete range of telecom services, covering mobile and

fixed line telephony including broadband, national and international long distance

services, data services and a wide range of value added services and applications that will

enhance productivity of enterprises and individuals.

Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28,

2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani.

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 Infocomm 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.

Reliance Group

The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest

business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash profit

of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4 billion) and

exports of Rs 15,900 crore (US$ 3.6 billion).

The Group's activities span exploration and production (E&P) of oil and gas, refining and

marketing, petrochemicals (polyester, polymers, and intermediates), textiles, financial

services and insurance, power, telecom and infocom initiatives. The Group exports its

products to more than 100 countries the world over. Reliance emerged as India's Most

Admired Business House, for the third successive year in a TNS Mode survey for 2003.

Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group

contributes nearly 10% of the country's indirect tax revenues and over 6% of India's

exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.
 RELIANCE INDIA PHONE
1.Fixed Line Phone (FLP)

Telephone gets a new dimension when experienced on the Fixed Line Phone (FLP). This

has been made possible through 'Intelligent FSK' signaling, a first time in India, that

makes a host of intelligent features possible on our fixed line phones.

Moreover the single touch intelligent menu driven interface lets you use all the Reliance

FLP features without having to remember the feature activation codes. What's available as

a result is 'NextGen Phone with unique features'

Benefits

1..Zero Effective Rentals:

2.Feature Packed Service at No Extra Cost:

3.Competitive Call Rates:

4.Enhanced convenience:

Fixed Line Phone (FLP) - Features

NextGen Caller ID

Speaker Phone

3-way Conferencing

Delayed Hotline

Call Forwarding

Call Transfer

Direct Internet Access

Alarm Call
 2 . Fixed Wireless Phone (FWP)

1.No Wires Attached

2.Wireless Internet (R Connect)

3.Mobile Phone's Features

4.Zero effective Rentals

Fixed Wireless Terminal (FWT)

1.Great Savings

2.Zero Effective Rentals

3.Parallel Connection Facility

4.No Wires Attached

FWT – Features

Connect to standard telephone/cordless

Connect to PBX

Connect to PC Internet access

Parallel connection facility

Secure tap proof connection

3 way call conference

Speed dialing

Voice mail Facility

Hotline

Call wait / call hold

Call divert
Alarm

4.ISDN BRI

ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with

communication solutions encompassing voice, data and Internet over a single line at

speeds up to 128 Kbps. You can choose to either have one data channel of 128 Kbps, or

have two seperate channels of 64 Kbps each for voice and data.

BENEFITS

1.One line, two channels

2.Quick call set up, High speeds

3.Speeds up to 128 Kbps

4.Digital security

5.Smart Office

Y o u r o f f i c e c a n n o w

g e t t h e d i g i t a l P B X

f u n c t i o n a l i t y w i t h o u t

h a v i n g t o i n v e s t i n

a n d m a i n t a i n a n y

e q u i p m e n t . I n t r o d u c i n g

t h e R e l i a n c e S m a r t

O f f i c e - a B u s i n e s s -

c l a s s C e n t r e x - w h i c h

o f f e r s c a r r i e r g r a d e

r e l i a b i l i t y a n d
s c a l a b i l i t y c o u p l e d

w i t h t h e b e n e f i t s o f

o u t s o u r c i n g .

Benefits of Reliance Smart Office

1.Digital PBX functionality

2.Carrier grade Reliability & scalability

3.Multi-Office solution

4.Outsourcing benefits

Smart Office – Features

Call Management features

• Call Forward on Busy

• Call Forward on No reply, or

• Forward all incoming calls

Voice Mail

Absentee Subscriber Service

10-party conference

Manager- Secretary Working

PC based Attendant Console

NextGen Caller ID

Speakerphone

Delayed Hotline
 6.Analog Trunk Solutions

Do you have three or more lines terminating on your KTS/ PBX? Do your callers struggle

to remember multiple telephone numbers of your office? Do the free calls on some of your

phone lines remain unused?

If any of these problems are bothering you then Reliance Analog Trunk Solutions is

perfect for you.

Benefits of Reliance Analog Trunk Solutions

1.Optimise Spends

2.Single Hunting Number

3.Shared Commitment Plan

4.Better call rates at lesser commitment

5.Single bill option

7.Community Phone

Benefits of Reliance Community Phone

1. Intercom and Landline on a single telephone

2. Zero effective rentals

3. Feature-packed service at no extra costs

4. Competitive call rates

Community Phone - Features

NextGen Caller ID
Speakerphone.

3-way Conference

Mobile Phone Features

Quick Dialing

8.E1 DID

digital channels over a 4-wire system. Each channel can be configured as incoming,
outgoing or two-way, allowing effective management of voice traffic.

BENEFITS

1.Direct Line for every user

2.Digital quality
3.Saving on recurring costs
4.Direct Line Number Display (DLND)
5.Enhanced service Availability
6.No congestion or busy signals
 RESEARCH METHDOLOGY

Research methodology is a systematic way, which consists of series of action or steps

necessary to effectively carry out research and the desired sequencing of these steps. The
marketing research is a process of involves a number of interrelated activities which
overlap and do rigidly follow a particular sequence. It consists of the following steps.

1. Formulating the objectives of the study

2. Designing the methods of data collection
3. Selecting sample plan
4. Collecting the data
5. Processing and analyzing the data
6. Reporting the findings

Objective of the study

Research design

Sample design

Data collection

Data analysis

Reporting of findings
 STATEMENT OF PROBLEM
Telecom liberalization began early in the 1990s when the sector was thrown open to the

private sector. like most new things initially, there were gaps which have since then been

slowly corrected. India can today boast of an infrastructure that is comparable to the best

in the world. In the mid 1990. it was estimated that 10-15 years after the introduction of

mobile telephony, mobile customers would plateau at about 50 per sent of the fixed

telephone .

In my study I found the different problems these are.

1. Consumers opt for landline connection for status but not as communication means.

2. in the growing field of mobile ,landline phone are outdated.

3. heavy expenses in the installing of infrastructure of

 RESEARECH DESIGN
A research design is a arrangement of conditions for collection at analysis of data in

manner that combines relevance to the research purpose with economy in processor.

DISCRIPTIVE RESEARECH DESIGN

Descriptive research studies are those studies, which are concerned with., described the

characteristics of particular individual. In descriptive as well as in diagnostic studies, the

researcher must be ale to define clearly, what he wants to measure and must find adequate

methods for it along with a clear cut ‘population’ he wants to study Since the aim is to

obtain complete and accurate information in the said studies ,the procedure to be used

must be carefully planned. The research design must make enough provision for

protection against bias and must maximize reliability with due concern for the economical

completion of the research study &must focus attention of the following

NEED OF RESEARCH DESIGN:

Research design is needed because it facilitate the both smooth saling of various research

operation there by making research is efficient as possible yielding maximum information

with minimum expenditure of time and money.

• Over all design: -Rigid design.

• Sampling design: -Probability sampling design random sampling.

• Statically Design: - Pre plan design for analysis.

• Observation design: - Structure or well out instruments for collection of data.

• Operational design: - Advance design about operational processor.

• Descriptive research design are those studies are consult with describing the

characteristics of particular individual or of a group. Descriptive method are

commonly use of direct basis of marketing. It is ensure minimum byes. It provides

information that helps executive make rational decision.

PROCESS OF RESEARCH DESIGN

• . Formulating the objective of study (What the study is about and why it is being

made)

• Designing the method of data collection (What technique of gathering data will be

adopted.

• Selecting the sample (how much material will be needed).

• Collective the data (where can be required data can be found and with what time

period should the data be related.)

• Processing and analysis of data.

• Reporting and finding.

 SAMPLING DESIGN
A Sample design is a definite plan for obtaining a sample from a given population . it

refers to the technique or the procedure adopted

In selecting items for the sample. The main constituents of the sampling design below-

• Sampling unit

• Sample size

• Sampling procedures

SAMPLING UNIT

A sampling framework i.e. developed for the target population that will be sampled i.e.

who is to be surveyed –

• Consumer

SAMPLE SIZE

It is the substantial portions of the target population that are sampled achieve reliable

results.

• Consumer - 50

SAMPLING PROCEDURE

The procedure to choose the respondents to obtain a representative sample a non-

probability sampling technique is applied for the target market.

Non-Probability Sampling

It is a purposive sampling which deliberately chooses the particular units of the universe of

constituting a sample on the basis that the small mass that they so select out of a huge one

will be typical or representative of the whole.

Judgment Sampling

To select population member who are good prospects for accurate information.

DATA COLLECTION
The data collection process is the predefined task that I have to undergo. The data

collection process starts right day till the final day on the field. During the whole period a

list of different respondent scattered around whole of the Banaras gets visited.

There are several ways of collecting appropriate data that differ considerably in context of

money, time cost and other resources at the disposal of researcher. The tools used for data

collection are as:

PRIMARY DATA

The primary data are those data, which are collected afresh and for the first time and

happen to be original in character. The primary data to be collected for the study are----

• By Questionnaire: -

Questionnaire is a formularized instrument for as kind information directly from a

respondent and concerning behavior demography characteristics level of knowledge and

or attitude believes and feelings.

The term questionnaire is a list of obtaining specific information about a defined problem

so that the data after analysis & interpretation ,result in a better appreciation of the

problems. A questionnaire form, which has to be, completed an interviewer. Often

referred as schedule.
 • By Personal Interview:-

Under this method of collecting data there is face to face context with the person from

whom the information is obtained. The pattern used is Structured and indirect Interview.

SECONDARY DATA: - Secondary data are those which have already been collected by

some one and which have already passed through statically process.

• Various publication of the central, state and local governments;

• Various publications of foreign government or of international bodies and their

subsidiary organization;

• Technical and trade journals:

• Books magazines and newspapers;

• Reports and publications of various associations connected with business and industry,

banks, stock, exchange etc;

• Reports prepared by research scholars, universities, economists etc. in different fields,

• Public’s records and statistics, historical documents, and other sources of published

information. The sources of unpublished data are many; they may be found in diaries,

letters, unpublished biographies and auto.

 LIMITATION
Despite the fact that the questionnaire method is widely used in marketing research it has

several important limitations.

• Unwillingness of respondent to provide information.

• Inability of respondent to provide.

• Questionnaire can be administered to respondents who has considerable

amount of education.

• Success and effectiveness mainly depends on the co-operation of the

respondents.

• In many situations researcher is not in a positions to detect the respondents is

bias.

• Unintelligent answers or misinterpretation of any questions by the respondents

could not be corrected.

• Non-response rate is very high.

• Cost constraint

• Time consumption.
 FINDINGS

• Most of the respondents have a landline phone.

• BSNL is the market leader in the landline phone.

• 40% respondents are aware about the private landline provider.

• Customer are very much stick to the previous services.

• Most of the respondent influence by their friends.

• Economic aspect also lies in the surface area of mind.

• Good connectivity is the factor, which influence most purchasing landline

connection.

• 45% respondent have purpose to purchase the landline for home use.

• 35% respondents are facing the problem from the landline phone due to

disturbance in the line during the call.

• 53% respondents are satisfied with their landline phone.

• Customers are very much unaware with private services.

• More than 50% respondents are unaware about the different scheme provided by

BSNL & Private landline provider.

• Some customers are fed up with the services of BSNL.

• Some other private competitors also giving strong resistance.

• Network at each & every place not their.

 Availability of land line Phone

TABLE–1

PRIMARY DATA SAMPLE SIZE-50

Landline Phone No. of Respondent Percentage

Yes 41 82
No 09 18
Total 50 100

Landline provider

TABLE–2

PRIMARY DATA SAMPLE SIZE-50

Landline Connection No. of Respondent Percentage

BSNL 35 42
Reliance 11 30
Tata 04 28
Total 50 100

Awareness of Private landline provider

TABLE–3

PRIMARY DATA SAMPLE SIZE-50

Private Landline Phone No. of Respondent Percentage

Aware 21 42
Unaware 15 30
Undeciding 14 28
Total 50 100

Consider the landline is better than Mobile

TABLE–4

PRIMARY DATA SAMPLE SIZE-50

Better Landline Phone No. of Respondent Percentage

Economic 27 54
Service has new improved 03 06
Easy in reach 07 16
No. fear of theft/loss 08 16
Evan layman operate it 05 10
Total 50 100

By which medium they come to know about existing landline

 TABLE–5

PRIMARY DATA SAMPLE SIZE-50

Mediam No. of Respondent Percentage

Advertising 08 16
Friends 24 48
Family members 12 24
Others 06 12
Total 50 100

Purpose to purchase landline phone

TABLE–6

PRIMARY DATA SAMPLE SIZE-50

Purpose No. of Respondent Percentage

Official use 17 34
Home 23 46
Status symbol 10 20
Total 50 100

Factors which influence most at purchasing of landline connection

TABLE–7

PRIMARY DATA SAMPLE SIZE-50

Factors No. of Respondent Percentage

Economic call rate 19 38
Good connectivity 23 46
Tones 02 04
ID caller 06 12
Colors 00 00
Total 50 100
Problems they are facing from landline phone

TABLE–8

PRIMARY DATA SAMPLE SIZE-50

Problem No. of Respondent Percentage

Disturbance in lines 17 34

during calls
Cross connection 07 14
Errors in bill 09 18
Complaints are attended 13 26

very late
Instrument problem 04 8
Total 50 100

Satisfaction with their landline

 TABLE–9

PRIMARY DATA SAMPLE SIZE-50

Satisfaction No. of Respondent Percentage

BSNL 27 54
Reliance 15 30
Tata 08 16
Total 50 100

Awareness about different scheme provider by BSNL & private landline provider

TABLE–10

PRIMARY DATA SAMPLE SIZE-50

Different scheme No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

Respondent choice of connection if he gets a chance to get new connection

 TABLE–11

PRIMARY DATA SAMPLE SIZE-50

New Landline Connection No. of Respondent Percentage

BSNL 31 62
Reliance 12 24
Tata 07 14
Total 50 100

Which landline providing better after sale service

TABLE–12

PRIMARY DATA SAMPLE SIZE-50

After sale service No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

Satisfied after sale service with existing landline phone

 TABLE–13

PRIMARY DATA SAMPLE SIZE-50

Satisfied sale service No. of Respondent Percentage

Yes 15 30
No 35 70
Total 50 100

Problem facing by consumer from the different landline provider

TABLE–14

PRIMARY DATA SAMPLE SIZE-50

Problems BSNL% Reliance % Tata %

Connectivity 35 11 04
Billing 36 10 04
After sale service 28 15 07
Problem in 26 13 11

instrument

Which is the better landline option

 TABLE–15

PRIMARY DATA SAMPLE SIZE-50

Better option of landline No. of Respondent Percentage

BSNL 24 48
Reliance 16 32
Tata 10 20
Total 50 100

Expectation toward the attributes of landline phone

TABLE–16

PRIMARY DATA SAMPLE SIZE-50

Expectation No. of Respondent Percentage

Portable 04 08
Economic 15 30
Good connectivity 13 26
Call rate 18 36
Total 50 100

Private landline provider offer better services as compared BSNL

TABLE–17

PRIMARY DATA SAMPLE SIZE-50

Better Private service No. of Respondent Percentage

Yes 37 74
No 13 26
Total 50 100
 Awareness about charges of private landline provider

TABLE–18

PRIMARY DATA SAMPLE SIZE-50

Amount awareness No. of Respondent Percentage

Yes 13 24
No 37 74
Total 50 100

Rating by consumer about different landline land line provider

 TABLE–19

PRIMARY DATA SAMPLE SIZE-50

Better option of landline No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

Consider about the future of landline in India

TABLE–20

PRIMARY DATA SAMPLE SIZE-50

Future of landline in India No. of Respondent Percentage

Good 11 22
Excellent 30 60
Bad 05 10
Worst 04 08
Total 50 100

ANALYSIS OF DATA

After data have been collected researcher turns to the task of analysis them. The analysis

of the task of closely related option such as establishment of categories, the application of

these calories to raw data through coding tabulation and then drawing.

Statistical inferences:
 1) Coding

2) Editing

3) Tabulation

Coding operation is usually done at this stage through which the categories of data was

transfer into symbols that may be tabulated add counted.

Editing was the procedure that improves the quality of data for coding with the stage was

ready for tabulation.

Tabulation was a part of the technical procedure where in the classified data are put in the

form of tables.

GRAPH-1

Availability of land line Phone

• 82% Respondent have the landline Phone.

• 18% Respondent have not landline Phone.

GRAPH-2

Landline provider
 • 70% Respondent have BSNL landline Phone.

• 22% Respondent have Reliance landline Phone.

• 8% Respondent have Tata landline Phone.

GRAPH-3

Awareness of Private landline provider

• 44% Respondents are aware about private landline Phone provider.

• 30% Respondents are unaware about private landline Phone provider.

• 28% Respondents are undeceiving about private landline Phone provider.

GRAPH-4

Consider the landline is better than Mobile

• 54% Respondent consider landline better than mobile for economic purpose.
• 6% Respondent consider landline better than mobile because service has now
improved.
• 14% Respondent consider landline better than mobile because it is easy in reach.
• 16% Respondent consider landline better than mobile there is no fear of theft/loss.
• 10% Respondent consider landline better than mobile because even layman can
operate it.
GRAPH-5

By which source they come to know about existing landline

• 16% Respondents are aware about existing landline Phone provider through
advertising.
• 24% Respondents are aware about existing landline Phone provider through family
member.
• 48% Respondents are aware about existing landline Phone provider through friends.
• 12% Respondents are aware about existing landline Phone provider through others.

GRAPH-6

Purpose to purchase landline phone

• 34% Respondents have the purpose to purchase to landline Phone for official use.

• 46% Respondents have the purpose to purchase to landline Phone for off home use.

• 34% Respondents have the purpose to purchase to landline Phone for status symbol.
GRAPH-7

Factors, which influence most at purchasing of landline

connection

• 38% Respondents are influenced most by the Economic call rate.

• 46% Respondents are influenced most by the Good connectivity.

• 04% Respondents are influenced most by the Tones.

• 12% Respondents are influenced most by the ID caller.

• 0% Respondents are influenced most by the Colors.

GRAPH-8

Problems Respondents are facing from landline phone

• 34% Respondents are facing the problem of disturbance in line during call.

• 14% Respondents are facing the problem of cross connectivity.

• 18% Respondents are facing the problem of errors in bill send to customer.

• 26% Respondents are facing the problem of complaints are attended very late.

• 08% Respondents are facing the problem in instrument.

GRAPH-9

Respondent Satisfied with their landline

• 54% Respondents are satisfied with BSNL.

• 22% Respondents are satisfied with Reliance.

• 24% Respondents are satisfied with Tata.

GRAPH-10

Awareness about different scheme provider by BSNL & private landline provider

• 70% Respondents are aware about different scheme provided BSNL.

• 22% Respondents are aware about different scheme provided by Reliance.

• 08% Respondents are aware about different scheme provided by Tata.

GRAPH-11

Respondent choice of connection if he gets a chance to get new

connection

• 62% Respondent are in favour of adopting BSNL connection if they gets a chance to
get new connection.
• 24% Respondent are in favour of adopting Reliance connection if they gets a chance to
get new connection.
• 14% Respondent are in favour of adopting Tata connection if they gets a chance to get
new connection.
GRAPH-12

Which landline providing better after sale service

• 70% Respondent of this opinion that BSNL provide better after sale service.

• 22% Respondent of this opinion that Reliance provide better after sale service.

• 08% Respondent of this opinion that Tata provide better after sale service.

GRAPH-13

Satisfied after sale service with you existing landline phone

• 30% Respondents are satisfied with their existing landline phone.

• 70% Respondents are unsatisfied with their existing landline phone.

GRAPH-14

Problem facing by consumer from the different landline provider

• 70% Respondent are facing problem of connectivity from BSNL.

• 22%Respondent are facing problem of connectivity from Reliance.

• 08% Respondent are facing problem of connectivity from Tata

• 74% Respondent are facing problem of billing from BSNL.

• 20% Respondent are facing problem of billing from Reliance.

• 08% Respondent are facing problem of billing from Tata.

• 56% Respondent are facing problem of after sale service from BSNL.

• 30% Respondent are facing problem of after sale service from Reliance.

• 14% Respondent are facing problem of after sale service from Tata

• 54% Respondent are facing problem of instrument from BSNL.

• 26% Respondent are facing problem of instrument from Reliance.

• 22% Respondent are facing problem of instrument from Tata.

GRAPH-15

Which is the better landline option

• 48% Respondent have opted BSNL as a better landline phone option.

• 32%espondent have opted Reliance better landline phone option.

• 20% Respondent have opted Tata as a better landline phone option.

GRAPH-16

Expectation toward the attributes of landline phone

• 08% Respondents want their landline to be Portable.

• 30% Respondents want their landline to be Economic.

• 26% Respondents want their landline to be Good connectivity.

• 36% Respondents want their landline to be Call rate.

GRAPH-17

Private landline provider offer better services as compared BSNL

• 74% Respondents are of this opinion that private landline co. provide better service as

compared BSNL.

• 26% Respondents are of this opinion that private landline co. do not provide better

service as compared BSNL.

GRAPH-18

Awareness about charged by private landline provider

• 26% Respondents are aware about the charged by private landline provider.

• 26% Respondents are unaware about the charged by private landline provider.
GRAPH-19

Rating by consumer about different landline land line provider

• 70% Respondents are give rating to BSNL.

• 22% Respondents are give rating to Reliance.

• 08% Respondents are give rating to Tata.

GRAPH-20

Consider about the future of landline in India

• 22% Respondents considered the future of landline in India as good.

• 60% Respondents considered the future of landline in India as excellent.

• 08% Respondents considered the future of landline in India as worst.

• 10% Respondents considered the future of landline in India as bad.

CONCLUSION
The result of the study can be useful for the telephone provider companies. The factors

affection consumer buying behavior is change according to their income effect . I have

segmented the survey in three categories i.e. student , self employed & serviceman.

Student are much attracting by the mobile phone. They wants to purchase on financed

influence by cash sales promotion schemes students are using their mobile for fun & joy.
Serviceman & self employed are giving preference to average low maintenance & price in

comparison to looks colors & brand image. Serviceman wants to purchase a landline

phone for home use.

 RECOMMENDATIONS
• Brand promotion scheme must be made more attractive than the offer given in

campaign.

• Educating the customer regarding the usage of phone.

• To increase the percentage of reach, the frequency of advertisement of private

landline has to be increase.

• Landline phone provider should try to give better services.

• The private landline provider should create awareness among the customer.

• The private landline company should make attractive advertising campaign.

 QUESTIONNAIRE

Name:

Occupation:

Address:

Q.1. Do you have a landline Phone?

Yes No

Q.2. Which connection do you have?

BSNL Tata Indicom

Reliance

Q.3. Are you aware about Private landline provider?

Awareness Unawareness

Undeceiving

Q.4. Why do you consider that landline phone is better than the mobile phone?

Economy No fear of theft/loss

Service has new improved Even layman pirate it

Easy in reach as it is installed

Q.5. By which medium, you come to know about this connection?

Advertising Friends

Family members Others

Q.6. What is your purpose to purchase this connection?

For official use For fun

This is a status symbol

Q.7. What are the factors, which influence most at the purchasing of landline

connection?

Economic call rate. Tones

Good connectivity Caller ID

Colors

Q.8. What type of problem you are facing with your landline phone?

Disturbance in lines during calls

Problem in the instrument

Problem of cross connectivity

Errors in bills send to the customer

Complaints are attended very late

By telephone Dept.

Q.9. Are you satisfied with your landline?

BSNL Tata Indicom

Reliance

Q.10. Are you aware about the different scheme provided by BSNL and Private landline

provider?

Awareness Unawareness

Undeceiving

Q.11. If you have a chance to purchase a new connection of landline phone which will

you prefer?

BSNL Tata Indicom

Reliance
Q.12. Which landline service provider are providing better after sale services?

BSNL Tata Indicom

Reliance

Q.13. Are you satisfied with your landline service provider in case of after sale service?

Yes No

Q.14. According to you which is better option.

BSNL Tata Indicom

Reliance

Q.15. Would you like to tell me your Expectation towards the attributes of land line?

Portable Economic

Good connectivity Call rate

Caller ID

Q.16. Do you think that private landline co. can offer you better services as compared to

BSNL?

Yes No

Q.17.If yes/no please mention the reason?

-----------------------------------------------------------------------------------

-----------------------------------------------------------------------------------

Q.18. Are you aware of the amount charged by the private landline provider?

Yes No

Q.19. If yes please mention the amount?

-----------------------------------------------------------------------------------

Q.20. Does your pocket allow to afford the private landline connection?

-----------------------------------------------------------------------------------
 -----------------------------------------------------------------------------------

Q.21. How will you rate to different landline provider?

BSNL Reliance

Tata

Q.21. How do you consider the future of landline in India?

Good Excellent

Bad Worst

Q.22.Would you like to tell me your recommendation.

-----------------------------------------------------------------------------------
 BIBLIOGRAPHY

BOOKS:

• C. R. Kothari “ Research Methodology” Second Edition, Wishwa Prakashan.

• Donald S. Tull , Dell I. Hawkins “ Marketing Research” Sixth Edition,

Published by Ashok k. Ghosh , Prentice-Hall Of India Pvt. Ltd.

JOURNALS:

• Indian Journal of Marketing – Volume xxxiv April2009

• IBAT Journal of Management – Volume III Number 1 march 2009

MAGAZINES:

• IIMB Management Review – Volume 16 No.3 march 2009

• Business Today “ Depression In landline phone Sector” Page 25 March 2009.

• Business Today, february21, 2009 issue

• Business Today, February 21, 2009 issue

WEBSITE

• www.bsnl.co.in

• www.tataindicom.com

• www.relianceinfocom.com