Introduction

The telecommunications industries within the sector of information and

communication technology is made up of all Telecommunications/telephone
companies and internet service providers and plays the crucial role in the evolution
of mobile communications and the information society.

Traditional telephone calls continue to be the industry's biggest revenue generator, but
thanks to advances in network technology, Telecom today is less about voice and
increasingly about text (messaging, email) and images (e.g. video streaming). High-
speed internet access for computer-based data applications such as broadband
information services and interactive entertainment, is pervasive. Digital subscriber
line (DSL) is the main broadband telecom technology. The fastest growth comes from
(value-added) services delivered over mobile networks.

Think of telecommunications as the world's biggest machine. Strung together by

complex networks, telephones, mobile phones and internet-linked PCs, the global
system touches nearly all of us. It allows us to speak, share thoughts and do business
with nearly anyone, regardless of where in the world they might be. Telecom
operating companies make all this happen.

-Investopedia
Market segmentation of all the customer markets, residential and small
business markets are the toughest. With hundreds of players in the market,
competitors rely heavily on price; success rests largely on brand name strength and
investment in efficient billing systems. The corporate market remains the industry's
favourite. Big corporate customers are concerned mostly about the quality and
reliability of their telephone calls and data delivery while being less price-sensitive
than residential customers. Multinationals, spend heavily on telecom infrastructure
and premium services like high-security private networks and videoconferencing.
Network connectivity can also be provided to other telecom companies by
wholesaling circuits to heavy network users like internet service providers and large
corporations.
About the industry
Telecommunications in India began with the introduction of the telegraph. The Indian
postal and telecom sectors are one of the world’s oldest. In 1850, the first
experimental electric telegraph line was started between Calcutta and Diamond
Harbour (55 Km).

Liberalisation of Indian telecommunication in industry started in 1981 when Prime

Minister Indira Gandhi signed contracts with France telecom industry. In 1985,
the Department of Telecom(DoT) was separated from Indian Post &
Telecommunication Department. DoT was responsible for telecom services in entire
country until 1986 when Mahanagar Telephone Nigam Limited (MTNL) and Videsh
Sanchar Nigam Limited (VSNL) were carved out of DoT to run the telecom services
of metro cities (Delhi and Mumbai) and international long distance operations
respectively.

India's telecommunication network is the second largest in the world by number of

telephone users (both fixed and mobile phone) with 1.183 billion subscribers as on 31
May 2019. It has one of the lowest call tariffs in the world enabled by mega telecom
operators and hyper-competition among them. As on 31 July 2018, India has
the world's second-largest Internet user-base with 460.24 million broadband internet
subscribers in the country.

Communication would mean the transfer of information from a source to a receiver.

The most important type of communication is personal communication. People all
over the world feel the need to keep in touch, whether it is business or personal. With
the advent of technology though there are several mode of communication like E-
mail, Chat, and Video conferencing and so on the Telephone is one of the reliable
communication mode. People find it difficult to receive a call or make a call when
they are on the move within their house. Hence, the concept of card less telephone
came into the picture. The card less telephone system is meant to use in and around
houses. Cellular phones bought to people a whole new way of communicating,
without wires. People no longer need to be tied down at one place just for a phone call
for fear of missing out important business opportunities.
Using a cellular phone is very much like using a conventional phone. Developed in
the early 1980’s a cellular mobile telephone enables a person to be mobile, instead of
waiting for an important phone call all day long. Through a cellular phone, an
individual can make or receive calls. No doubt the introduction of cellular phone has
greatly improved communication levels. Basically a cellular telephone is a movable
telephone unit. It allows people to communicate over a wide area by using a
combination of radio, telephone and computer technology.

The concept of cellular communication was born in the bell laboratories of the USA in
the late 1960’s. Within two years cellular services were launched in USA using AMPS
(Advanced Mobile Phone Services). Over the few years it operation reached every
industrialized country in the world. In the fifteen years, the global subscriber base for
cellular has risen from zero to 50 million spread in more than 100 countries which is
about one tenth of the wire telephone lines. Manufactures are of the view that there
will be 350-400 million in the year 2005. And if the figure continues to grow like this,
time is not far when mobile communication will stand at par with fixed telephone
installations or even higher.
Overview of world market
The global telecoms market size reached a value of nearly $2,693.4 billion in 2018,
having grown at a compound annual growth rate (CAGR) of 4.4% since 2014 It will
grow at a CAGR of 6.4% to nearly $3,453.2 billion by 2022.

Growth in the telecoms market in the historic period resulted from technological
development, government initiatives and economic growth in emerging economies.
Factors that negatively affected telecoms market growth in the historic period were
security issues and the regulatory environment. Going forward, increasing adoption of
the Internet of Things (IoT), economic growth and the launch of increasing numbers
of smart cities will drive growth in the telecoms market. Factors that could hinder the
growth of the telecoms market in the future are an expected rise in interest rates,
rising costs, national security issues and declining average revenue per user.

The telecommunications market is segmented into wired telecommunication carriers,

wireless telecommunication carriers, communications hardware manufacturers and
satellite & telecommunication resellers. Wired telecommunication carriers accounted
for the largest share of the telecoms market in 2018 at 45.2%. The satellite &
telecommunication resellers market is expected to be the fastest-growing segment
going forward at a CAGR of 8.1%.

The wired telecommunication carriers market is further segmented into fixed

telephony services, broadband internet services and direct-to-home (DTH) services.
Fixed telephony services accounted for the largest share of the wired
telecommunication carriers market in 2018 at 62.1%. The broadband internet services
segment will grow at the highest CAGR of 15.4%.

The wireless telecommunication carriers market is further segmented into wireless

internet services and cellular/mobile telephone services. Wireless internet services
accounted for the largest share of the wireless telecommunication carriers market in
2018 at 61.8%. The wireless internet services segment is also expected to grow at the
highest CAGR of 13.7%.
The communications hardware market is further segmented into general
communications equipment, broadcast communications equipment and telecoms
infrastructure equipment. General communications equipment accounted for the
largest share of the communications hardware market in 2018 at 56.8%. The telecoms
infrastructure equipment segment will grow at the highest CAGR of 3.7%.

The satellite & telecommunications resellers market is further segmented into satellite
telecommunications, telecommunications resellers and others. Satellite
telecommunications accounted for the largest share of the satellite &
telecommunications resellers market in 2018 at 50.4%. The telecommunication
resellers segment will grow at the highest CAGR of 8.9%.

Asia Pacific is the largest market for the telecoms industry, accounting for 36.6% of
the global market in 2018. It was followed by North America, Western Europe and
then the other regions. Going forward, Africa and the Middle East will be the fastest
growing regions for this market, where growth will be at a CAGR of 9.4% and 8.8%
respectively. This is followed by Asia Pacific and South America where the market is
expected to grow at a CAGR of 8.6% and 6.2% respectively.

The telecoms market is relatively fragmented with small numbers of large entities
which command significant market shares and large numbers of small entities with
minor shares. Players in the market include AT&T, Apple Inc., Verizon
Communications, China Mobile Ltd, Samsung, Huawei, Deutsche Telekom AG,
Nippon Telegraph And Telephone Corp, Softbank Group Corp. and Telefonica SA.

The global IT market, of which the telecoms market is a segment, reached a value of
nearly $5,908 billion in 2018, having grown at 6.4% since 2014, and will grow at a
compound annual growth rate (CAGR) of 9% to nearly $8,346.4 billion by 2022. The
telecoms market is the largest segment of the IT market accounting for 45.6% of the
whole.
The top opportunities in the global telecoms market will arise in the wired
telecommunications carriers segment which will gain $338.8 billion of global annual
sales by 2022. The telecoms market size will gain the most in China at $230.5 billion.
Telecoms market-trend-based strategies include offering affordable and fast internet
using Wi-Fi, 4G and 5G wireless communications technologies, and offering video-
on-demand services along with fixed line services. Player-adopted strategies in the
telecoms industry include increasing investments in wireless communication
technologies and expanding the offerings into emerging countries.

Telecoms Global Market Opportunities And Strategies To 2022 report from The
Business Research Company provides the strategists, marketers and senior
management with the critical information they need to assess the global plastic
materials And resins market.
Overview of Indian market

India is currently the world’s second-largest telecommunications market with a

subscriber base of 1.20 billion and has registered strong growth in the past decade and
half. The Indian mobile economy is growing rapidly and will contribute substantially
to India’s Gross Domestic Product (GDP), according to report prepared by GSM
Association (GSMA) in collaboration with the Boston Consulting Group (BCG). As
of January 2019, India has witnessed a 165 per cent growth in app downloads in the
past two years.

The liberal and reformist policies of the Government of India have been instrumental
along with strong Customer demand in the rapid growth in the Indian telecom sector.
The government has enabled easy market access to telecom equipment and a fair and
proactive regulatory framework that has ensured availability of telecom services to
Customer at affordable prices. The deregulation of Foreign Direct Investment (FDI)
norms has made the sector one of the fastest growing and a top five employment
opportunity generator in the country.

With daily increasing subscriber base, there have been a lot of investments and
developments in the sector. FDI inflows into the telecom sector during April 2000 –
March 2019 totalled to US$ 32.82 billion, according to the data released by
Department for Promotion of Industry and Internal Trade (DPIIT).
Some of the developments in the recent past are:
 During the first quarter of 2018, India became the world’s fastest-growing
market for mobile applications. The country remained as the world’s fastest
growing market for Google Play downloads in the second and third quarter of
2018.
 Bharti Airtel is planning to launch 6,000 new sites and 2,000 km of optical
fibre in Gujarat in 2018-19.
 The number of mobile wallet transaction increased 5 per cent month-on-month
to 325.28 million in July 2018.
 As of June 2018, BSNL is expected to launch its 5G services by 2020.
  Vodafone India and Idea Cellular have merged into ‘Vodafone Idea’ to become
India’s largest telecom company, as of September 2018.

Growth of the Industry

Airtel acquired Telenor India in May 2018 and the data of Airtel and Telenor India has
been merged.

On 31 August 2018, Vodafone and Idea merged to form the world's second-largest
telecom company, and the largest in India, officially known as Vodafone Idea Limited
and both the companies' data has been merged.[101].

On 1 November 2017, MTS India merged with Reliance Communications and their
data has been merged.

Videocon shut down its network and discontinued operations in the Gujarat and UP
(West) circles on 26 December 2015, and in the Haryana, Madhya Pradesh, Bihar and
UP (East) circles on 11 May 2016.

Reliance Communications discontinued its wireless voice services on 29 December

2017, but continued its data and B2B services till 2018. Reliance Communications
filed for bankruptcy as it was unable to sell its assets to Reliance Jio and closed its
operations under mobile network division on 26 February 2019.

On 28 February 2018 Aircel filed for bankruptcy at NCLT and has discontinued
operations.

Quadrant discontinued its wireless mobile services in April 2017; however, it has
continued to provide wired line services in Punjab circle.

In July 2016, Virgin Mobile India and T24 Mobile merged their virtual network
operations into Tata Docomo.

Bharti Airtel acquired the Customer mobile businesses of Tata Teleservices which
includes Tata Docomo in a debt-free deal on 1 July 2019

During the first quarter of 2018, India became the world’s fastest-growing market for
mobile applications. The country remained as the world’s fastest growing market for
Google Play downloads in the second and third quarter of 2018.
Bharti Airtel is planning to launch 6,000 new sites and 2,000 km of optical fibre in
Gujarat in 2018-19.

The number of mobile wallet transaction increased 5 per cent month-on-month to

325.28 million in July 2018.

As of June 2018, BSNL is expected to launch its 5G services by 2020.

Vodafone India and Idea Cellular have merged into ‘Vodafone Idea’ to become India’s
largest telecom company, as of September 2018.
Major company in india according to subscriber

No. Major Company Name

1 Vodaphone-Idea (387.56 Million)
2 Reliance Jio (322.98 Million)
3 Bharti Airtel (320.98 Million)
4 Tata Teleservice (11.47 Million)
5 MTNL(3.44 Million)
6 BSNL(1.16 Million)
7 Reliance(0.02 Million)

1) Vodaphone-Idea:- Vodafone and Idea are merging and have become largest
telecom company in India. Both networks company will continue their own
operation of 3G and 4G mobile services as independent brands till the merger,
expected to be completed by March 2019.

2) Reliance Jio:- Jio or Reliance Jio Infocomm Limited is owned by Reliance

Industries and is the only Voice over LTE operator in India. The Jio provides
wireless 4G LTE service across all 22 telecom circles in India.

3) Bharti Airtel:- Airtel India is the second largest mobile network operator and
telecommunications service provider in India. Airtel operates in all telecom
circles and known as India’s second most valuable mobile network brand.

4) Tata Teleservice:- Tata Docomo is part of the Tata Group and offers
telecommunications service including both GSM and CDMA. The company
operates in 19 telecom circles of India and is the first private sector telecom
company to launch 3G services in India.

5) MTNL:- Mahanagar Telephone Nigam is state Government owned

telecommunications service provider, currently operate in the metro cities of
 Mumbai and New Delhi. The company provides 3G mobile services, fixed
line telephones, Wireless local loop, Broadband and leased lines.

6) BSNL:- BSNL Mobile was earlier known as CellOne is a state owned

telecommunications service provider that provides both pre-paid and post-paid
mobile services in India. BSNL has presense in the 21 telecom circles in India
with roaming and International roaming.

7) Reliance Jio:- Reliance Jio is an entire ecosystem that allows Indians to live
the digital life to the fullest. This ecosystem consists of powerful broadband
networks, useful applications, best-in-class services and smart devices
distributed to every doorstep in India. Jio’s media offerings include the most
comprehensive libraries and programmes of record.

Review of Literature
1) Comparative Study of Customer Preference with Respect to Two
Fashion Brands H&M versus Forever 21,Anjali Singh, Saachi
Narang.

The main objective of the study was to understand Customer preferences as this
understanding could help companies in shaping their product offering. this objective
was present study aims to find out the preference level of Customers with respect to
the H&M and Forever 21 clothing brands. To compare customer preference with
respect to factors such as quality and price of products, availability and convenience
of buying products, advertising, customer service, brand image, social media presence
of products and social status attached to the products of the brand. The study was
based on the descriptive research design formed to meet the objectives of the study.
The researchers had developed a detailed questionnaire considering the role of all the
factors affecting the preference level of customers. The total sample size was 50
respondents of who have used this product. Findings indicate that The results can’t
be generalized for the entire population of the study.

2) A COMPARATIVE STUDY ON CUSTOMER PREFERENCE

OF VODAFONE AND RELIANCE SERVICE PROVIDER IN
ARUPPUKOTTAI TOWN, Dr.K.Uma, R.Ganesh Kumar

The main objective was to study the customer preference with respect to the Mobile
Service Providers. the telecommunication was lifeblood for every business activities.
Primary data were collected through the survey method by using structured
questionnaire. The sample size had to be fixed 150 Vodafone customers and 150
Reliance Customers were chosen for the study. random sampling method is used to
collect data from the customers enrolled with the Service Providers.
 3) A COMPARATIVE STUDY ON CUSTOMER PREFERENCE
TOWARDS TNPL COPIER AND OTHER BRAND COPIER WITH
SPECIAL REFERENCE TO KARUR,S.Priya , Dr.S.T.Surulivel

The main objective was To examine the preference of customers towards TNPL
copier compared with other brand copier based on various parameters. This study was
done through descriptive method with a structured questionnaire. The data collected
from primary source about 400 respondents in and around karur district by using
simple random sampling method. Findings indicate that That there is a strong
relationship between satisfaction levels based on offers and repurchase of the same
brand by the respondents. The study conclude that TNPL and other brand copier
require much more service such as promotion, offers, important towards customer
complaints.

4) A Comparative Study on Customer Preference of Mobile Service

Providers with Selected Service Providers ,Dr. L. Leo Franklin

The main objective was To study the customer preferences with respect to the Mobile
service providers and compare the performance of Public (BSNL) and Private
(Others) players in Mobile communication sector. The research design adopted for
this study had been a Descriptive design. Since the Pre purchase and Post purchase
behaviour of the BSNL and Others users as well as the stimulants behind their
purchase is described in this study, the Descriptive research design was adopted for
this study. Primary data had been collected through Questionnaire who used the
BSNL service and Others service. the sample size has to be fixed. 135 BSNL
customers and 135 Others subscribers were chosen for the study. Clustered sampling
was employed in enrolling the BSNL and Others subscribers for survey. In this study
the customer preference on mobile communication with reference to service provided
by private and public sector are compared. BSNL and Others are selected due to their
high competitive nature in providing 3 generation technologies such as GPRS and
MMS.
5) “A Comparative Study of Customer Preference towards Cadbury
and Nestle Chocolates with Special Reference to Navi Peth Area in
Solapur City” , Dr.Shendge

The main objective was To study on Customer preference towards Cadbury and
Nestle chocolates. This study will help us to know the customer preference towards
the chocolates. The sample size for the study is 50 only. random sampling method was
used. Findings indicate that majority of people used the Cadbury brand as compare to
the nestle chocolates.

6) “A Study on Consumer Preference Towards Asian Paints In

Virudhunagar”, Dr.S.Maheshwari

The main objective was to Study the brand preference of consumers towards Asian
Paints in Virudhunagar Town. In this study use the descriptive study and use to survey
of people toward the Asian paints. At last concluded that the usage of paint is growing
at a very rapid rate. This is mainly due to advertisement and quality consciousness of
consumer.

7) “CONSUMERS PERCEPTION AND PREFERENCE TOWARDS

SMARTPHONE”, Revathy,sindhava,priya,2018

The main objective of this study was to explore the key factors which motivate
consumers to purchase and use Smart Phones. In this research exploratory method
used. Convenience sampling method and structured questioner used to data collection.
The study shown that the product features like camera, battery life, processing speed
are the most important factors in purchase decision.
8) “A COMPARATIVE STUDY ON CUSTOMER
PREFERENCETOWARDS LIPTON GREEN TEA AND ORGANIC
INDIAGREEN TEA”,satnam,sopanmayee

In this study main objective was to identify the factors which effect on consumer
preference while selecting Organic India Green Tea or Lipton Green Tea and also
comparison between customer preferences between these brands.in this study used the
descriptive method and questionnaire use to data collection. At last conclude that
Lipton green tea and organic India green tea. This research was focused on a
comparative study of customer preference towards lipton green tea and organic India
green tea.

9) “A STUDY ON CUSTOMER PREFERENCE TOWARDS

NATURALS UNISEX SALON AND SPA (WITH SPECIAL
REFERENCE TO COIMBATORE CITY)”,jayasathay and priya

In this study main objective was To study the customer preference towards naturals
salon & spa.in this study used the descriptive method and structured questionnaire for
data collection. At last conclude that the study focuses on the beauty salon may
monitor and evaluate the actual service quality delivered and the preferred level of
service quality by the customers as well.
Background of the study

Telecom service is use on daily basis. India is leading country in telecom sector. Many
company are competitors of each other. Our project area is Amreli city and we have
carried out this study to analyse the what Customer perception about his/her used
telecom service provider and which factor are influence to choose the telecom
provider.

So we decide to make study on “A COMPARATIVE STUDY OF TELECOME

SERVICE PROVIDER, BASED ON CONSUMER PREFERENCE; WITH
SPECIAL REFERENCE TO AMRELI CITY”

Scope of the Study

In the present scenario, the telecommunication is lifeblood for every business

activities. Even in this industry there prevails a stiff competition between the service
providers. In spite of a well established network and infrastructure supporting in
certain service provides weren’t able to root their footsteps in the market. Further their
promotional initiatives haven’t yielded fruitful results.

So it is very essential fit the mobile service provider to understand the customer
preferences and the influence of various Demographic variables behind that influence,
the subscribers pre purchase search and post purchase behaviour to win the hearts of
the customers. This study could aid the service providers with respect to their
enhancement.
Statement of the problem
Mobile Communication a service sector is escalating drastically in Amreli Town. This
is a sector where the customers switch their service providers very often depending
upon their convenience. So it’s very essential for the service providers to make their
moves by knowing the customer preferences. The customer preferences changes
which is influenced by several factors. Thus a study information base on the customer
preference and the factors influencing that preference is very essential for the Mobile
Service Provides.

Objective of the Study

 Primary Objectives
 “A COMPARATIVE STUDY OF TELECOME SERVICE PROVIDER,
BASED ON CONSUMER PREFERENCE; WITH SPECIAL REFERENCE
TO AMRELI CITY”
 Secondary Objectives
o To study the customer preference with respect to the Mobile Service
Providers

o To study the factor that influence customer preference.

o To study the consumer satisfaction about the speed of internet, price

and good quality network.

o To study influence of ads on consumer behaviour.

Research Methodology

 Research Design
The researcher should specify the approach be intends to use with respect to
the proposed study largely speaking can be groped in to three categories. This
project report is done with the help of descriptive research design.

 Research Method
Research is essentially an investigation a recording & analysis of evidence for
the purpose of gaining knowledge. In this project report we used quantitative
research method.

 Population
Population means our research area where and how much area analysis .In this
project report we have taken Amreli people as our population.

 Sampling Technique
Sampling technique means how we can select the sample in short which is
convince for us. In this project report we have used non-probability sampling
technique.

 Sampling method
Sampling method means which method use for taking sample from
population. In this project report we collected data convince non-probability
sampling method.

Sampling Frame
 Research Type Descriptive Research
Population Amreli city
Sampling Technique Non-Probability
Sampling Method Convenience
Sample size 300
Data Collection Type Primary
Data Collection Method Online Survey
Data Collection Instrument Questionnaire
Data Collection and Interpretation
(A) Gender:-