Professional Documents
Culture Documents
(Avinash) BSNL Report
(Avinash) BSNL Report
(Avinash) BSNL Report
I owe enormous intellectual debt towards my guides Mr. S.N.SINGH who have
augmented my knowledge in the field of MOBILE SERVICES. They have helped
me learn about the process and giving me valuable insight into the cellular
services of BSNL.
I would like to thank Mr. S.N.SINGH for their guidance & enriching my thoughts
in this field from different perspectives.
I would like to thank all the respondents with out whose cooperation my project
would not have been possible.
Last but not the least, I feel indebted to all those persons & organizations that
have provided helped directly or indirectly in successful completion of this study.
1
EXECUTIVE SUMMARY
This is the project about the comparative study between BSNL and other cellular
network service providers. The project involves the study of the whole cellular
service Market.
In this study I have studied the five of the major players in cellular service that is
BSNL, Airtel, Vodafone, Idea and Reliance communication. The report included
the survey of the customer’s of these particular brands and then analyzing what
kind of their customers are, the brand targets which segment of the customers,
the customer’s age group, income group, their education level.
In this project I have taken the major competitors of BSNL in cellular service
segment as Airtel, Vodafone, Idea and Reliance communication, and did an in
depth comparison of the same on certain parameters, which will be defined in
the due course of the proposal.
A brand is the promise you make to customers combined with the customers’
judgment about how well you deliver on that promise. A successful, brand
becomes an emotional bond that builds customer loyalty. A brand includes your
logo, color scheme, taglines, slogan, design elements and more. Think of
branding as the personality of your enterprise. Define that and the logo and other
marketing messages will follow.
In this study I have tried to figure out where BSNL actually stands in front of its
competitors in the market of Aligarh regions and how consumers perceive BSNL
as a brand as a cellular service providers and what the key areas that need to
improve are.
(AVINASH CHAUHAN)
2
CONTENTS
1. Introduction 4
2. Objective 10
4. Services Provide 16
5. Comparative Analysis 25
6. Finance 43
7. Research Methodology 49
8. Data Analysis 54
9. Conclusion 66
10.Recommendation 70
11.Limitation 72
13.Bibliography 80
3
INTRODUCTION
4
INTRODUCTION
Bharat Sanchar Nigam Ltd. formed in October, 2000 having Pan India
installed Quality Telecom Network in the country with focus on improving it,
expanding the network and introducing new telecom services. The company has
Switching & Transmission Networks and also has an in house world class ISO
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband,
Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span
of five years it has become one of the largest public sector unit in India
BSNL has installed Quality Telecom Network in the country and now focusing on
improving it, expanding the network, introducing new telecom services with ICT
47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1
Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287
Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased
Line,
5
DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the number
U.P.
right from Saharanpur to Agra. Its Eastern boundary is formed by the districts of
Pilibhit, Bareilly, Badaun, Etah, Ferozabad and Agra. Its Northern boundry is
km.
6
Mobile Services
(As on 30.06.2007)
Telephone Services
31.12.2007
Pu Pubic Telephones (Local, STD and 20,20,448
Highway)
7
Growth Plan
present 34 million lines to twice that number by 2005 and some 120 million lines
by 2010.
The shift in demand from voice to data domination, and from wire line to
wireless, has revolutionized the very nature of the network. BSNL has already
set in place several measures that should enable it to evolve into a fully
sustained
• The Network shall be made fully digital. All the technologically obsolete
• Extensive use of Optical fiber System in the local, Junction and long
8
• ISDN services shall be extended to all the district headquarters, subject to
demand.
computerization etc.
OUR MISSION
9
OBJECTIVE
10
Objective
• Do the customers want to repurchase this brand? If yes, then why so.
11
• What are the characteristics of the customer the brand targets?
• To provide quality and reliable fixed telecom service to our customer and
there by increase customer's confidence.
• National Plan Target of 500 million subscriber base for the country by
December 2010.
12
HISTORICAL
DEVELOPMENT
OF
BSNL
13
HISTORICAL DEVELOPMENT OF BSNL
Bharat Sanchar Nigam Limited (BSNL) is the premier telecom service provider
of India. BSNL has presence throughout the length and breadth of India. The
main functions of BSNL include planning, engineering, installation, maintenance,
management and operation of voice and non-voice telecommunications services
all over the country.
14
The Indian Paging Services Association (IPSA) and the Cellular Phone
Association of India (COAI) represent the interests of the paging and cellular
phone companies.
[Ref8]
15
SERVICES
PROVIDE
16
SERVICES PROVIDE
• Telephone
• Mobile Phone
• Cell one
• Excel
• Unified Messaging
• GPRS/WAP/MMS
• Wll Mobile
• Internet
• Network
17
• Broadband
• Wi-Fi
• Co-Location Service
• Web Hosting
• Sancharnet
• MPLS VPN
• ISDN
• Leased Line
• Intelligent Network
• Voice VPN
• Universal Number
• Tele Voting
• Video Conferencing
• Audio Conferencing
• I Net
• Telex/ Telegraph
18
• Epabx
• EPABX
• Free EPABX
Several Steps have been taken at BSNL to augment the quality of customer
care to international standards.
• All BSNL Customer Service Centers (CSCs) now remain open on all
seven days from 8.00 AM to 8.00 PM without any break for all activities
• Cheque deposit machines have also been installed in many cities, so that
customers can make payments 24X7 at their convenience.
• Customers can also make payments by cheque/Demand Draft to BSNL
franchisees all over the country.
• With a view to simplify and offer customer friendly services, more than one
Bfone connections can be applied on a single application form.
Accordingly, a single demand note would be issued to the customer in
respect of all the connections applied for
• Shifting charges for local as well as all India shifting of fixed telephone
(bfone) has been abolished.
• Pagers being given to outdoor staff in a phased manner for speedy
rectification of faults.
19
• Majority of the local network is built up on jelly filled and OFC for trouble
free service.
• Internal Distribution Points (DPs) being provided in the customer premises
to eliminate the faults arising out of overhead wires.
An ant
General
Old New
a. Initial SIM value/activation charges
Rs. 112 Rs. 1066 Rs. 495
(inclusive of service tax @12.36%)
b. Free talk value on initializing the SIM Rs. 30 Rs. 199 Rs. 65
c. Other charges NIL NIL NIL
2. Call Charges
Anant
General One India
Old New
Pulse rate (Second) 60 60 60 60
Own Network 0.90 1.60 1.00 0.60
(i) To GSM
Other Network 0.90 2.00 1.40 1.00
Own Network 0.90 1.60 1.00 1.00
(ii) To Fixed/WLL
Other Network 0.90 2.00 1.4 1.00
(iii) To GSM/Fixed/WLL (any
two numbers out of which one Own Network 0.10 0.50 0.50 -
number should be land line)
20
Old New
Pulse rate (Second) 60 60 60 60
Own Network 2.00 2.40 2.00 1.00
To GSM /WLL /Fixed line
Other Network 2.40 3.00 2.40 1.00
Anant
General One India
Old New
Pulse rate (Second) 60 60 60 60
(i) USA, CANADA, UK & Sri Lanka 7.20 7.20 7.2 7.20
Anant
General One India
Old New
Pulse rate (Second) 60 60 60 60
Roaming subscription (waived off w.e.f. 15 feb
0 0 0 0
2007)
Outgoing calls within visited LSA (Local) 1.40 1.4 1.40 1.40
Outgoing calls beyond visited LSA (STD) 2.40 2.40 2.40 2.40
Incoming calls 1.75 1.75 1.75 1.75
ISD Calls As mentioned above in point C
Anant
General One India
Old New
Local 0.60 1.00 1.00 0.60
National 1.00 2.00 2.00 1.00
International 5.00 5.00 5.00 5.00
Delivery Report 0.10 0.10 0.10 0.10
21
Missed call alerts Free Free Free Free
SMS while Roaming (National) 1.00 2.00 2.00 1.00
Incoming SMS Free Free Free Free
Premium non - P2P SMS As determined by the content provider
4. GPRS Service
Anant
General One India
Old New
Activation charges 0.00 0.00 0.00 0.00
Volume based usage charges per KB in Rs. 0.02 0.02 0.02 0.02
Monthly subscription 0.00 0.00 0.00 0.00
5. MMS Service
Anant
General One India
Old New
Local/National P2P (Rate per MMS in Rs.) 3.00 5.00 5.00 3.00
International (Rate per MMS in Rs.) 8.00 8.00 8.00 8.00
M2P (Downloader to pay) As determined by the content provider
6. Miscellaneous
Anant
General One India
Old New
Recording Free
Voice mail facility
Retrieval O/G Charges
CLIP Free
Call forwarding (Only within same LSA) in Rs. Normal call charges
SIM replacement in Rs. 100
Replacement of defective SIM (BSNL fault) 0.00
Optional services :
RECHARGE COUPONS (Validity vouchers for Rs. 150 revised, Rs. 250 and Rs. 350 are
introduced w.e.f. 15.03.2008)
22
Card Value
50 70 100 150 200 250 300 350 500 1000 2000 2500 3000 5000
(Rs)
Processing
25 40 70 100 70 190 0 280 0 100 0 0 0 0
fee
Service tax +
Edu Cess 6 9 12 19 25 31 37 43 62 124 247 309 371 618
@12.36%
Sale Value
56 79 112 169 225 281 337 393 562 1124 2247 2809 3371 5618
(Rs)
Talk value
25 30 30 50 130 60 300 70 500 900 2400 2500 3000 6700
(Rs)
Validity
10 15 30 90 30 180 30 365 50 120 180 300 365 450
(days)
Grace period
7 7 7 7 7 7 7 7 7 7 7 7 7 7
(days)
Additional
Grace Period
30 30 30 30 30 30 30 30 30 30 30 30 30 30
for SIM only
(days)
23
each
recharge
coupon*
TOP UP COUPONS
Processing fee 2 2 0 0 0 0
Validity (days) 0 0 0 0 0 0
10 to 49 2 0
50 to 199 0 0
24
500 and more 0 20%
NOTE
B. In case of Anant, the Life Time Validity means the License Period
of the Operator. The License Period for Cellular Services of BSNL is
20 years w. e. f. 29.02.2000. However, the License is understood to be
renewable further on its expiry.
25
number is mandatory. The number once selected can't be changed for
a period of six months except for some technical reason.
COMPARITIVE
ANALYSIS
26
Vodafone
The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In
the United States the Group's associated undertaking operates as Verizon
Wireless. During the last two financial years, the Group has also entered into
arrangements with network operators in countries where the Group does not
hold an equity stake. Under the terms of these Partner Network Agreements, the
Group and its partner networks co-operate in the development and marketing of
global services under dual brand logos.
27
The Company's ordinary shares are listed on the London Stock Exchange and
the Company's American Depositary Shares ('ADSs') are listed on the New York
Stock Exchange. The Company had a total market capitalization of
approximately £99 billion at 31 December 2007.
CONTRACT
View Bill
E-mail
Change of bank data
Information on consumption
Vodafone Point Programme
CARD
E-mail
List of calls
Change of card mode
Vodafone Point Programme
Consult credit
Vodafone live! Mi País
28
Point Programe:
With the point programme, every time you use your mobile phone you
accumulate Vodafone Points that you can then exchange for a new mobile, plus
other exclusive servicies. To register, you just have to call 114 free of charge or
enter www.vodafone.es/mivodafone
Answering Machine:
To activate: *147#. To call your answering machine: 177 and if you’re calling
from another phone, dial 607 177 177 (you’ll be asked for an access code).
Missed Calls
Consumer Information:
Find out what your consumption is at any time. Dial *131# and you’ll receive an
SMS with the consumption accumulated since your last bill (not including quotas
or discounts)
.
SMS Factura:
Thanks to this free service, every month you will receive an SMS showing the
amount of your next bill and the date on which it will be charged to your account.
Activate this service free of charge by dialling *116*#
.
29
Idea
Company Information
IDEA Cellular is a publicly listed company, having listed on the Bombay Stock
Exchange (BSE) and the National Stock Exchange (NSE) in March 2007.
As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to
operate in all 22 Service Areas. Presently, operations exist in 11 Service Areas
covering Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh,
Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh, UP-East,
Rajasthan and Kerala. With a customer base of over 27 million, IDEA Cellular
footprint currently covers approximately 60% of India's telecom population.
Customer Service and Innovation are the drivers of this Cellular Brand. A brand
known for their many firsts, Idea is only operator to launch GPRS and EDGE in
the country. Idea has received international recognition for its path-breaking
innovations when it won the GSM Association Award for "Best Billing and
Customer Care Solution" for 2 consecutive years.
30
IDEA Cellular is part of the Aditya Birla Group, a US$ 24 billion corporation with
a market cap of US$ 31.5 billion and in the league of Fortune 500. Anchored by
an extraordinary force of over 100,000 employees belonging to 25 different
nationalities, over 50% of its revenues flow from its overseas operations. The
Group has been adjudged ‘The Best Employer in India and among the Top 20 in
Asia' by the Hewitt-Economic Times and Wall Street Journal Study 2007.
Our operational 11 Service Areas are broken up into Established and New
Service Areas.
31
TATA Indicom
Company Information
Tata Communications Ltd. unites the industry and market expertise of VSNL,
VSNL International, Teleglobe, Tata Indicom Enterprise Business Unit, VGSL
and CIPRIS to become the leading integrated provider of telecommunications
solutions.
Fortune 1000 and mid-size enterprises, service providers and consumers rely on
our Global Network, encompassing one of the most advanced and largest
submarine cable networks, a Tier-1 IP network, and connectivity to more than
200 countries across 300 PoPs. Our comprehensive portfolio includes
transmission, IP, converged voice, mobility, managed network connectivity, data
centers, communications solutions and business transformation services for
global and Indian enterprises and service providers, as well as broadband and
content services to Indian consumers.
32
African operator Neotel, Tata Communications possesses a strong anchor to
build an African footprint.
Tata Communications Ltd. is part of the $29 billion Tata Group; it is listed on the
Bombay Stock Exchange and the National Stock Exchange of India and its
ADRs are listed on the New York Stock Exchange (NYSE: TCL).
Grow loyalty and enhance quality customer service while contributing to our
overall revenues. Fast-paced, energetic and solutions-oriented, our Sales team
brings to market customer-responsive solutions.
Professional Services
Enable our customers to meet their evolving demands. Our team of consultants
understands the challenges facing today’s enterprises, service providers and
consumers. Tata Communications’ solution providers, technical architects, and
project managers design and deploy solutions to solve today’s business and
technology challenges.
Networks
Build networks that take communications farther. Our technical architects design,
build and operate high-performance networks, next-generation platforms, and
seamless connectivity solutions to meet today and tomorrow’s customer
demand. Leveraging our industry-leading submarine cable network, our team
33
specializes in designing and deploying infrastructure for the existing and
emerging markets we serve.
34
• Non-current Tariff plans
*All new subscribers (Go Active Regular, Go Power, Go Speak & Go Life) will get
the benefit of making unlimited free calls to local Tata Phones for a period of 30
days from the date of activation.
Reliance Communications
Company Information
The Late Dhirubhai Ambani dreamt of a digital India — an India where the
common man would have access to affordable means of information and
communication. Dhirubhai, who single-handedly built India’s largest private
sector company virtually from scratch, had stated as early as 1999: “Make the
tools of information and communication available to people at an affordable cost.
They will overcome the handicaps of illiteracy and lack of mobility.” Reliance
Communications has a reliable, high-capacity, integrated and convergent (voice,
data and video) digital network.
Our service is based on a very simple principle: provide the world's best
customer experience.
35
This we achieve through a winning combination of global competencies,
pioneering technology and state-of-the-art customer-centric systems and
processes.
Our mission of changing lives across India meant that we needed to have a
nationwide presence — something we achieved in a relatively short span of time.
Our dream of helping people create, transfer and apply knowledge challenged us
to bring together contemporary communication technology from across the
world.
• Customer centricity.
• Initiative and an attitude of ownership.
• Passion for excellence and ability to energies.
• Problem solving and an innovative "can do" mindset.
• Entrepreneurship and stretch.
Milestones 2007
• January 10
Reliance Communications adds a record 1.4 million subscribers in
December ‘06
January 25
Reliance Communications promotes Roger Waters Music Concert
36
January 29
RCOM shareholders approve tower business demerger with a 99.99%
overwhelming majority
January 30
Overwhelming response to Reliance World’s National Digital Elocution
Competition
January 30
Reliance joins Lenovo and Intel for "Internet on the Move"
February 2
Reliance Communications’ market capitalization tops Rs 1 lakh crore ( 1
trillion rupees or 24.39 billion US dollars) on Bombay Stock Exchange
February 16
Reliance Communications offers best value on roaming
February 26
Search Jobs & Classified Ads from Reliance Mobile World - Reliance
Communications ties up with Naukri.com
March 6
Reliance Communications ushers in ‘Virtual Global Conference Network’
March 7
DHIRUBHAI AMBANI – THE MAN I KNEW By KOKILABEN
Book on Founder Chairman launched.
March 16
Reliance Mobile launches ' Suno Zee’
March 19
Demerger of Passive Infrastructure division Reliance Communications &
Reliance Telecom approved by the Bombay High Court
March 21
Reliance World Offers Program to Help Students ’Crack Admissions in
Colleges Abroad’
37
March 23
Govt’s Rural Telephone Scheme(RDEL)through Reliance
Communications successfully closes by March 31,2007
April 6
Reliance Communications acquires 1.2 million subscribers in March 2007.
April 11
Sunny Days And Nights For Reliance Mobile Subscribers as Reliance
Communications ties up with SUN TV to offer video streaming of all SUN
TV programs online 24x7
May 2
A Classic Bonanza – Reliance Communications unveils handsets @ Rs
777
May 18
Reliance Communications Launches Lifetime Validity Recharge @ Just
Rs.499.
May 25
Reliance Communications launches unlimited calling
June 6
Reliance Communications adds 1.4 million new mobile subscribers in
May2007
June 6
Reliance Classic' Makes Music - FM Radio Phones Launched at just
Rs.1888
June 28
Reliance Communications ties up with Cisco to launch Business Internet
Services for SMEs in Pune
38
July 12
Reliance Communications awards Alcatel-Lucent a Next-Gen network
expansion contract
July 19
RCOM announces sale of equity stake in its Tower Company-Reliance
Telecom Infrastructure Limited
July 25
RCOM join hands with Yatra.com for air and hotel bookings
August 31
Reliance Communications , the official global partner for the first edition of
ICC Twenty 20 World Cup Championship 2007 in South Africa unveils the
coveted Trophy in Mumbai and announces Dhoni - Dhanadan Pack
September 9
Reliance Communications launches Money Transfer on Reliance Mobile
Phones
October 3
Reliance Communications announces Classic Celebrations- Classic
Handset sales top 10 million- Color Handset @ Rs.999
2006
January 01
Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance
India Mobile prepaid users to call anywhere in India at Re one per minute.
January 19
Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth
March 06
Reliance Communications Ventures Ltd. (RCVL), India's leading
integrated telecommunications company, a member of the Reliance.
39
Airtel
Company Information
40
Bharti's partners in Airtel are Emtel, the premier GSM operator in Mauritius,
some private investors
Registered as Telecom Seychelles Limited and operating under the brand name
of Airtel, the company is licensed to offer comprehensive telecom services
including GSM Cellular, PSTN (Fixed Lines), Fax and Data, International
Roaming, connectivity to Internet Services, Maritime Telecom Services
(INMARSAT) and International Collect and Credit Card calling. Dominating the
market with its service and customer commitment - Airtel has always been at the
forefront of innovation and change in the Telecom sector in Seychelles.
Airtel's Head Office is in Providence & Anse Royale, Mahe. Airtel also has
showrooms in Victoria, Mahe and Grand Anse, Praslin that serve as one-stop
shops for customers.
Airtel provides the whole range of telecom services, from GSM Mobile services,
Airtel Prepaid Mobile Cards available at a string of outlets, International
Roaming with 157 operators in 65 countries, a host of Value Added Services,
Fixed Cellular services and a fast growing Fixed Line network as well.
All this, of course, comes to you with the distinct Airtel advantage of excellent
Tariffs, the best GSM Coverage on the islands, world class Technology from
industry leaders like Ericsson and Scientific Atlanta and 24-hour Customer Care.
In addition to telecom services, Airtel also recently acquired a 4-star luxury 124-
bedroom hotel in Seychelles, called Le Meridian bar barons Beach Hotel.
OUR VISION
OUR MISSION
41
We will meet the mobile communication needs of our customers through:
New Delhi, May 15, 2008: AirTel – India’s premier mobile service today
announced the most simple tariff plan “AirTel 0,1,2” Plan, for subscribers
choosing to go mobile. Realizing the dilemma a consumer has to wade through
while deciding on a tariff plan, this plan is intended for new entrants to the mobile
community. A new entrant today, sifts through about 28 plans on an average (4-6
players each offering on an average 5-6 tariff plans) before deciding on a tariff
plan.
Simplicity & great value are key proposition of “AirTel 0,1,2” Plan. In addition to
the proposition of free incoming calls from anywhere, anytime; out going local
calls to any GSM mobile for subscribers choosing this plan would cost only
Re.1/minute (all inclusive). STD calls, mobile-to-mobile anywhere in the country
would cost a paisa less than Rs. 2 / minute (all inclusive, composite rates). All
this is for a net monthly charge of Rs. 299 only. What’s more, the customer does
not have to give any entry deposit for making mobile-to-mobile STD calls. At
less than Rs.2, making an STD call is cheaper than using a landline.
Announcing the new plan, Mr. Manoj Kohli, President Mobility Leaders, Bharti
Tele-Ventures, said, “AirTel continues to be India’s leading mobile operator with
the largest number of customers. We have always taken the lead in bringing
benefits to the customers in form of attractive tariff plans; value added services
42
and world class customer service. With AirTel 012, we are now taking the lead in
simplifying the entry plan for consumers who are confused by the complexity &
the multitude of plans. “AirTel 0, 1, 2” Plan is the simplest & the most affordable
plan for a mobile customer, reinforcing our commitment to deliver the best value
for the customer in the market.
About Bharti
The company seeks to capitalize on the growth opportunities that it believes are
available in the Indian market and consolidate its position to be an integrated
telecommunications service provider, with a focus on mobile services.
For the year ended March 31, 2003, the company’s revenue and EBITDA as per
un-audited IAS accounts were Rs.3083 chore (US$ 649 million) and Rs.771 core
(US$ 162 million), respectively. As on March 31, 2003, the company has made a
gross investment of over Rs. 9700 cores in building telecom in India.
The Company today offers mobile services in Fifteen out of 22 circles in India. As
of April 30, 2003, approximately 91% of India’s total number of mobile
subscribers resided in Bharti’s existing and proposed mobile circles, according to
COAI reports. Bharti Tele-Ventures was the first private sector operator to
43
provide fixed-line services in India when it commenced providing services in the
Madhya Pradesh & Chhattisgarh circle in June 1998. BTVL also provides fixed-
line services in Haryana, Delhi, Tamil Nadu and Karnataka circles.
The company complements its mobile and fixed-line services with national and
international long distance services. The company also has a submarine cable
landing station at Chennai, which connects the submarine cable connecting
Chennai and Singapore. The long distance and data enterprise services has
enormous support from this connectivity and facilitates us in offering best value
to our customers .
The company provides reliable end-to-end data & enterprise services to the
corporate customers by leveraging its nationwide fiber optic backbone, last mile
connectivity in fixed-line and mobile circles, VSATs, ISP and international
bandwidth access through our gateways and landing station.
44
FINANCE
45
Idea 24002 24002 7.89
46
Gross Fixed Assets
47
Cumulative Capital Outlay
BSNL has Gross Fixed Assets of over Rs. 118649 Cores (US $ 27.21 billion) as
on 31.03.2007
The BSNL is making substantial investment year to year for its network
expansion and modernization. During the current financial year BSNL has made
48
the gross investment of Rs. 8153 core ( US $ 1.87 billion) in Fixed Assets. These
investments have been financed by the internal accruals
49
Year Tel Nos (Millions) Tel. Density
2005 98.41 12
50
RESEARCH
METHODOLOGY
Research Methodology
The data of this project is collected from the various customer interface points
such as different colleges (SHIBLICOLLEGE, D.A.V. COLLEG) (PURANI
51
KOTWALI (CHOWK)), Markets and through Dealers and Distributors of BSNL
AZAMGARH
Research Design
52
Data Collection
Primary Data:
Primary data collected through the questionnaire from the various users of
BSNL, Airtel, Vodafone, Idea and Reliance communication for the quantitative
analysis.
Secondary Data:
Secondary data collected through the magazines, newspapers, Internet,
Distributors, Dealers and the advertisement for the qualitative analysis.
53
SAMPLE STATUS
Steps Description
7. Select the sample The office and field work necessary for the selection of
the sample are carried out.
54
SAMPLE SIZE:
• 100 customers/respondents.
• The customers of BSNL, Airtel, Vodafone, Idea and Reliance
communication.
• The Age of respondents is approximately between 18-45 yrs.
• Total of 100 respondents, 65% are the males and rest 35% are the
females.
• It is based on the convenient sampling.
• Reasons for selecting convenient sampling.
• Time constraint
• Resource constraint
LIMITATIONS OF RESEARCH
Sample size
The sample size taken for this market research was 100. But this sample size is
too small to be a true representative for population size. The data collected from
this sample size cannot be generalized for the population.
55
DATA ANALYSIS
56
DATA ANALYSIS
This is the analysis of 100 respondents who are the customers of various cellular
service providers. Most of these customers are college students, Customers who
come to malls, Customers who come to markets. Through this questionnaire
analysis I wanted to find/analyze quantitatively the objectives of my project.
30
31%
25%
24%
20
Count
14%
10
06%
0
Airtel Vodafone Reliance Idea BSNL
From the above graph we can see that Vodafone is in the top followed by
Airtel and Idea in terms of network connection used by the target population.
57
What is the most important factor for you while
buying a connection?
40
30 34% 34%
Count
20
20%
10
12%
From the graph we can see that customers give preferences to those cellular
service providers who provide better connectivity and those who have better
plans for customers. We also found that customers are no more inclined
towards the brand name until and unless that brand satisfies the needs of the
customer.
58
What kind of problem you generally face while making a call?
36%
35%
40
30
15%
20
Count
14%
10
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How many times you make a call in a day?
50%
60
50
40
29%
Count
30
19%
20
10 02%
0
0-1 times 1-3 times 3-5 times More than 5 times
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What is your monthly expense on mobile recharge?
50
40
40%
30
Count
20 24%
23%
10 13%
0
Less than Rs.150 Rs.150-300 Rs.300-500 More than Rs.500
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With which of these BSNL cellular services you are most
familiar?
X7
25
Advertisement
Dealers
Friends
Other Source
20
15
Count
10
0
Cell One Excel Trang
If we see, the customers who know about Cell One plan and services, come
to know through other sources, then there come friend as a source of
information followed by Dealers and advertisement respectively. In case of
Excel Dealers are the main sources of information but if we see the Trang
services and plans Friends as a source of information are ways ahead of
other sources.
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From which source you know about BSNL service & plans?
40
39%
30
Count
20
22%
21%
10 18%
0
Advertisement Dealers Friends Other Source
Customers know about BSNL services and plans through their friend circle.
Other sources come next. Dealers as a source of information come at
number 3 spot and at the last customer come to know about BSNL services
and plans from advertisements.
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Have you ever use any of BSNL cellular service?
X10
30
Middle Level
Youth
Lower Level
Everyone
25 Any Other
20
15
Count
10
0
Yes No
Maximum number of those customers who have ever used BSNL cellular
services or using BSNL cellular services thinks that BSNL is best suitable for
Lower level customers followed by those customers who think BSNL is for
youth and middle level customers
Maximum numbers of those customers who have not used BSNL services
think that it is best suitable for lower level customers. It is followed by the
customers who think that BSNL is suitable for middle level, then there come
customers who think it is suitable for every one, any other and youth
respectively.
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What’s your opinion about BSNL plans?
50
47%
40
30
Count
20 22%
12%
10 10%
09%
0
Middle Level Youth Lower Level Everyone Any Other
Most of the customers think that BSNL services and plans are basically for
lower level groups. Customers who think that BSNL is for middle level groups
come at no. 2 spot. Only 11% customers think that it is for youth, after that
there come customers who think it is for everyone followed by any other
option.
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. Are you interested in switching over to some other network?
70
60
61%
50
40
Count
30
20 23%
10 16%
0
Yes No May Be
Around 61% customers do not want to switch over their present cellular
service provider because they think that it can be problem for them because
they find tough to inform each and everybody about their new contact
number. The customers who may shift their present cellular service provider
come at no.2 and the customers who are very sure that they are going to
change their present cellular service provider come at no.3 spot.
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How you rate the services of your present network?
50
43%
40
30 29%
Count
20
14%
13%
10
01%
0
Very Good Good Average Poor Very Poor
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CONCLUSION
68
CONCLUSION
After the above whole survey the Primary data we collected through
questionnaire and the secondary data we collected through Dealers, Distributors,
magazines, internet etc. can be concluded as:-
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Most of the customers find their present service average.
Maximum number of Airtel customers rate Airtel services good.
Maximum number of Vodafone customers rate Vodafone services
average.
Reliance customers rate their service average.
Maximum number of Idea customers rates their services poor.
Those customers who use other cellular services rate their services
average.
Airtel customers have maximum problem in terms of voice cut while
making a call.
Vodafone customers have maximum number of other problems other
than network problem, voice cut, and end of call.
Reliance customers have a major problem of network.
Idea customers only faces network and voice cut problem.
BSNL service users have problems in terms of network and voice cut.
Most of the customers who make 0-1 call in a day have a monthly
expense of Rs.300-500 on their cellular service.
Most of the customers who make 1-3 calls in a day have a monthly
expense of more than Rs.500 on their cellular service.
Most of the customers who make 3-5 calls in a day have a monthly
expense of Rs.300-500 on their cellular service.
Most of the customers who make more than 5 calls in a day have a
monthly expense of Rs.150-300 on their cellular service.
Customers who give preference to connectivity while buying a cellular
connection generally makes more than 5 calls in a day.
Customers who give preference to better plans while buying a cellular
connection generally makes more than 5 calls in a day.
Customers who give preference to brand name while buying a cellular
connection generally make 3-5 calls in a day.
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Customers who give preference to any other reason while buying a
cellular connection generally make 1-3 calls in a day.
Maximum of those customers who want to switch their current cellular
rate their service average.
Maximum of Airtel customers bought the connection by looking the
good connectivity as a major factor.
Better plans and connectivity both were the major factors which
influenced the Vodafone customers to but the Vodafone connection.
Reliance customers bought the connection by seeing the brand name
and better plans.
While buying the Idea connection customers got influenced by better
plans.
Better plans influenced customers of the other cellular service.
College students are not much aware of BSNL plans and services.
70% of college students who come from outside NOIDA first opt for
IDEA, after finding network problem in then they think or actually
switch to other cellular services.
Airtel is still on top among college students but loosing its customers
rapidly.
Idea is having a mixed client base.
Idea has edge over its competitors in terms of better customer care,
more choices of plans, low rentals.
In Idea areas that need to improve is network.
Airtel is having upper middle and upper class customer base.
Airtel has edge over competitors in terms of best network coverage;
more value added services, Blackberry services, more market
experience (more than a decade).
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In Airtel areas that need to improve: Low customer base of lower
middle and lower class customers, high call rates.
Vodafone has a mixed customer base (upper, lower and lower middle
class).
RECOMMENDATIONS
72
RECOMMENDATIONS
On the basis of findings in this research a few suggestions are made to the
BSNL as it become important for the company to review its approach with
reference to the new targets.
3. Develop new strategies and services for enhancing its image among
customers
4. BSNL should even improve its networking to meet the competition offered
by the other companies.
6. BSNLa should go for extensive consumer survey for every new product
launching.
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7. After sales service needs to be improved in almost every region.
LIMITATION
74
The limitations of the survey are as follows:
Many people had to be visited more than once to contact the relevant
unavailable.
small size.
The reluctance on the part of the respondent to give information was yet
In some places some other persons were assigned to answer the queries,
this was also one of the factor, which affected the research.
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QUESTIONNAIRE
FOR RESEARCH
76
QUESTIONNAIRE FOR RESEARCH
a. Airtel
b. Vodafone
c. Reliance
d. Idea
e. BSNL
f. Tata indicom
2. What is the most important factor for you while buying a connection?
a. Connectivity
b. Better Plans
c. Brand Name
d. Any Other
a. Network problem
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b. Voice cut
c. End of call
d. Any Other
4. How many times you make a call in a day?
a. 0-1 times
b. 1-3 times
c. 3-5 times
d. More than 5 times
6. With which of these BSNL cellular services you are most familiar?
a. Excel
b. Cell One
c. Tarang
7. From which source you know about BSNL service & plans?
a. Advertisement
b. Dealers
c. Friends
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d. Other Source
a. Yes
b. No
a. Very Good
b. Good
c. Average
d. Poor
e. Very Poor
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a. Yes.
b. No.
c. May be.
12. If yes then, would you like to try out BSNL service?
a. Yes.
b. No.
c. May be.
a. Very Good.
b. Good.
c. Average.
d. Poor.
e. Very Poor.
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Personal Information:
Name: _______________________________
Age:
__Below 21 ___21-30yrs. ____31-40yrs. ____40yrs. & above
Gender: ____Male ____Female
▫ Unemployed
▫ Receiving education
▫ Professional
▫ Business
▫ Other………..
▫ Below 10,000
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▫ 10,000 to 20,000
▫ 20,000 to 30,000
▫ 30,000 to 40,000
▫ 40,000 & above
BIBLIOGRAPHY
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BIBLIOGRAPHY
WEBSITES:
1. http://bsnl.com
2. Market Research by
Competitive Strategy Michael .E. Potter
MAGZINES
1. Business world.
2. India today.
3. Out look.
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Research Methodology
1. C.R.KOTHARI
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