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SHREEYASH PRATISHTHANS
SHREEYASH INSTITUTE OF MANAGEMENT
AURANGABAD
PROJECTREPORT
ON
Customer satisfaction seen in Reliance Telecom
SUBMITTED BY:GANESH APPASAHEB JAGTAP
SYIM-16
UNDER GUIDANCE OF
Prof. FAROOQUE A. MAJED
DR. BABASAHEB AMBEDKAR MARATHWADA UNIVERSITY,
AURANGABAD
2010-2011
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SREEYASH INSTITUTE OF MANAGEMENT
DECLARATION
I, hereby declared that this project submitted by me in my partially fulfillment of
master of business administration is a genius work of mine.
It has not being submitted either fully or partly to this or any other institute prior, in
any other connection.
GANESH A. JAGTAP
M.B.A. (IV SEM)
SYM-16
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SREEYASH INSTITUTE OF MANAGEMENT
CERTIFICATE
This is to certify that MR.GANESH APPASAHEB JAGTAPis a student of
M.B.A. marketing IV SEM has successfully completed the project entitled
CUSTEMER SATISFACTION SEEN IN RELIANCE TELECOM as per the
requirement of DR. Babasaheb Ambedkar Marathwada University, Aurangabad in partial
fulfillment of M.B.A.(Master Of Business Administration) course in the academic year
2010-2011.
Dr. M.V. MANKAR PROF. FAROOQUE A. MAJED
Director Project guide
SYIM Aurangabad.
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SREEYASH INSTITUTE OF MANAGEMENT
ACKNOWLEDGMENT
My foremost thanks to project guide Prof. Farooqui A.Majed, Shreeyash institute of
management, Aurangabad for his valuable guidance during the course of my project.. I
am also thankful to our Director Dr.M.V.Mankar, for motivating me in my project.
For a M.B.A. student, his regular project is very important for the carrier,
everybody wishes to get a good organization for project, which have contributed forming
to get project & gave me a chance to work with such topic and learned out most of it.
Thanking You
GANESH A. JAGTAP
M.B.A. MARKETING (IV SEM)
SYM-16
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INDEX
SR.NO. PARTICULARS PAGE NO.
1. EXECUTIVE SUMMARY 6-8
2. INTRODUCTION 9-13
3. OBJECTIVES 13-14
4. INDUSTRY PROFILE 14-35
5. RESEARCH METHODOLOGY 36-40
6.DATA ANALYSIS AND
INTERPRETATION41-51
7. FINDINGS 52-53
8. SUGGESTIONS 54-55
9. CONCLUSION 56-57
10. LIMITATIONS 58-59
11. BIBLIOGRAPHY 60-61
12. ANNEXURES 62-65
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EXECUTIVE SUMMARY
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EXECUTIVE SUMMARY
Customer satisfaction is a key factor towards an organization for its future
performance .If the customers are satisfied with the products they are not shift to the other
products. The main objective of this project work to measure the satisfaction level of
Reliances existing prepaid customers. To understand the customer expectations from
prepaid connections as provided by the Reliance communication.
For analysis of this data I have prepared questionnaire which includes questions
like, what is the main reason for selecting Reliance prepaid connection?. Which kind of
prepaid connection? etc.
The number of respondent is 100 from Aurangabad city. After collection of data I
analyze and interpret data using Bar diagrams after analyzing data some findings are, The
customers were average satisfied with the offers offered by the company. The existing
customers did not have any problem with the quality of the product and the services
provided by the company. The new customers wanted the connection because of the
quick connection facility of the Reliance.
It was found that many customers were unaware of the sales promotional scheme
provided by Reliance communication. The customers did not know of such schemes the
Reliance was having. Few customers were unhappy with after sales services provided by
the company and that s why these customers were going for the competitor s products.
After explaining the scheme to the customers, it was found that customers wanted the
Reliance communication. Also they found the scheme to be more beneficial.Customers is
not satisfied with coverage and GPRS.There is congestion problem for services.
Since many decades, aggressive sales and promotion approach has been followed
majorly by all organizations, irrespective of their size, scope of operations or domains. To
conclude, it can be said that so far Reliance has positioned itself in the Indian market
without any aggressive promotional strategy.
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The geographical scope of my project was limited to AMC regions. From the
project I came to know about the buying behavior of the customer. Reliance
communication Product Position in the customers mind and how to deal with customers.
From the project work it also came to know the problems faced by the customers. All this
is presented in the report in different chapters. Some conclusions are, The Company is
now trying to set up its brand image through aggressive promotional activities and
improved customer support system. Reliance has been targeting the customers for large
account sales. Awareness among people with Reliance is average only they have captured
the name more aptly, thanks to extensive advertising.
Some suggestions are, the existing customers were not happy with the After Sales
Services, and so company should improve the customer care department. As these
customers are Reliances market share is increasing due to the reputation and the tariff
plans that the company is providing, so the company should continue with the plans so as
to maintain the progress rate. The company should employ some persons so as to provide
the quick on net, as desired by the customers and better services. Future also company
should use such schemes so as to get the maximum share of the market by increasing the
sales.
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INTRODUCTION
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INTRODUCTION
The ultimate aim of every organization is to sell the products, which the company
manufactures and to make profit. A successful product or service means nothing unless
the benefit of such a service can be communicated clearly to the target market. Todays
world is full of competition and manufacturing the product is not enough, the same
product needs to be communicated or the consumers should be made known about the
availability of the product. Also it becomes important to propagate the additional features
about the product.
.
Introduction To The Topic
At RELIANCE COMMUNICATION (RCOM) I was assigned with the topic as:
Analysis on customer satisfaction for Reliance prepaid connections at Aurangabad for
my project work.
Customer satisfaction:
The degree to which a customers expectations are fulfilled or surpassed by a product. In
a competitive marketplace where businesses compete for customers, satisfaction is seen
as a key differentiator and become a key element of business strategy.
Some facts about customer satisfaction:
1) A highly satisfied customer generally talks favorably about the company and its
products, pay less attention to competing brands and are less sensitive to price offers.
2) High satisfaction or delight creates an emotional bond with the brand or c Company.
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3) Two consumers are satisfied or dissatisfied for different reasons.
4) For consumer centre companies, consumer satisfaction is goal as well as a marketing
tool.
Methods to measure customer satisfaction:
Organization are increasingly interested in retaining existing customers while targeting
non customers, measuring customer satisfaction provides and indication of how
successful the organization is at providing products or services to the marketplace.
Customer satisfaction can be measure with the help of following tools:
1. Periodic Surveys
2. Consumer Loss Rate
3. Mystery Shoppers
4. Monitor Competitors Performance
If we summaries all the measures then we can say that, customer satisfaction can be
achieved by following only 7 steps. These steps are as follows:
1. Encourage face to face dealings.
2. Respond to message promptly & keep our clients informed.
3. Friendly and approachable.
4. Should have clearly-defined customer service policy.
5. Attention to detail.
6. Anticipate our clients needs and go out of way to help them out.
7. Honors our promises.
The main objective of the project was to Study the level of customer satisfaction for
Reliance. The company had a Sales Promotional plans for which, I was asked to promote
the offer and to study the effectiveness of the scheme.
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Reason For Selection Of This Topic
My primary objective was to promote the GSM Lifetime cards and to promote
the different offers of the company. While promoting the product, I was using the
Personal Selling Tool to promote the GSM Lifetime cards to the customers. I had a good
chance to interact with the customers and to under stand the concerns of the customers
and problems faced by the existing customers.
This project work also gave me the opportunity to understand The Buying
Behaviour of the customers in case of Telecom Industry and customer satisfaction about
the company.
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INDUSTRY PROFILE
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Indian Telecom Industry
BACKGROUND
One of the fastest growing industries in the world, the thrust in India is on improving
basic telephony services followed by value-added ones. Across the world, in fact, MNCs
are investing in developing countries because of a huge latent demand unlike in the
developed world, where telephone penetration has reached saturation levels. Historically,
the telecommunications sector was initiated and controlled by the government. But in the
last two decades, all over the world, the sector has undergone a lot of restructuring,
opening up to the private sector and competition.
In the developing world, that has triggered an influx of foreign capital and technology. In
spite of all the delays, India has managed to take steps towards the privatization of and
introduction of competition in basic telecom services. The government announced a new
telecom policy, which clarifies the future role of the Department of Telecommunications
(DoT). All this aims to promote investments in the telecom sector.
Indian Telecom Industry Grows 45% in FY09 10
Telecom Regulatory Authority of India (TRAI) released its Nov 2010 telecom
subscription data. Indian Telecom Industry reported a 3.3% month-to-month growth in
Nov 10.
54.3 core people in India with a Telephone connection
Tele-density at 46.32
1.76 new wireless connections in Nov 10
Broadband Subscription at 75.5 lakhs
Indian Telecom Industry in India has reported robust growth in 2009 despite global
economic slowdown thanks to the affordable tariff options and attractive offers from
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different mobile service providers. 16.9 crore new phone connections have been added in
last 12 months period a 45.19% growth. Wireless segment reported 50.57% growth in
the period but Wire line connections decreased by 2.34% in the period a major setback to
BSNL and MTNL which holds majority of Wire line connections in India.
Year Tata BSNL Vodaphone Airtel Reliance Idea Aircel
Nov 09 5.3992 6.0780 8.8607 11.6013 9.0987 5.5905 2.9354
Nov 107.4961 8.096 11.7543 14.4667 14.8675 9.4568 3.8739
Change 74% 34.2% 50.8% 39.9% 52.7% 70.4% 90.8%
Aircel, Tata Teleservices and Idea reported highest growth in the last 12 months period. In Nov 2010 Tata Teleservices added more number of connections (18.84%)
followed by Bharti Airtel (15.85), Vodaphone (15.74%) and Reliance Communications
(15.7%) a clear signal that subscribers are more inclined to attractive tariff plans.
Reliance made a major improvement in Nov 10 (15.7%) compared to Oct 09
(12.56%) due to the Simply Reliance attractive tariff structure. BSNL also advanced in
Nov 09 may be due to the introduction of its 3G services in some cities.
One thing is very clear from last few months data customers are looking for
attractive tariff plans and cheap call rates, they cannot be fooled with just some simple
freebies like extra talk time or an extended validity offer. December month data may give
clearer picture as Uninor started its operation in India in Dec 09 with very simple
packages with lowest call rates.
Prior to Tata Docomos entry Mobile service providers in India were attracting
customers with simple freebies like talk time offers, extended validity, cheap calls to
same provider numbers, low night talk time etc while holding the actual call rates at very
high levels.
But those things are the past. Now customers have so many options. Customer is
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the King now. Providers have to come down to earth to survive in this highly competitive
telecom market in the world.
HISTORY
1851: First operational land lines were laid by government near Calcutta (seat of British
power).
1881: Telophone service introduced in India.
1883: Merger with the postal system.
1923: Formation of Indian Radio Telegraph Company (IRT).
1932: Merger of ETC and IRT into the Indian Radio and cable communication Company
(IRCC).
1947: Nationalizations of all foreign telecommunication companies to form the posts,
telegraph (PTT), a monopoly run by the Governments Ministry of Communication.
1985: Department of Telecommunication (DOT) established, and exclusive provider of
domestic and long-distance service that would be its own regulator (separate from postal
system).
1986: Conversion of DOT into two wholly government own companies. The Videsh
Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar
Telephone Nigam Limited (MTNL) for service in metropolitan areas.
1997: Telecom Regulatory Authority of India created.
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1999: Cellular Service is launched in India. New National Telecom Policy is adopted.
2000: Dot becomes the corporation, BSNL.
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COMPANY PROFILE
Growth has no limit at Reliance. I keep revising my vision.
Only when you can dream it, you can do it.
Dhirubhai H. Ambani
Founder Chairman Reliance Group
December 28, 1932 July 06, 2002
ADDRESS
CORPORATE OFFICE RELIANCE OFFICE
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Reliance Infocom Ltd. H-Block, 1st Floor,
Dhirubhai Ambani Knowledge City Dhirubhai Ambani Knowledge City
Navi Mumbai- 400 709 Navi Mumbai- 400 709
Tel: 3037 3333
PUNE REGION OFFICE
Reliance Communications & Web World
Bajirao Road, Swargate
COMPANY PROFILE
Reliance Communications pvt.Ltd.
Name of Founder
Dhirubhai Ambani
Name of the Chairman
Anil Dhirubhai Ambani
Vision:
We will leverage our strength to execute complex global-scale projects to facilitate
leading edge information and communication services affordable to all individual
consumers and businesses in India.
We will offer unparallel value to create customer delight and enhance business
productivity.
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their service globally.
Mission:
Meeting and exceeding Customer expectations with a segmented approach
Establishing, re-engineering and automating Processes to make them customercentric, efficient and effective
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Incessant offering ofProducts and Services that are value for money and excitecustomers
Providing a Network experience that is best in the industry
Building Reliance into an iconic Brand which is benchmarked by others and
leads industry in Intention to Purchase and Loyalty
Developing a professional Leadership team that inspires, nurtures talentand propagates RCOM Values by personal example
The RelianceAnil Dhirubhai Ambani Group currently has a market
capitalization of over Rs. 3,20,000 crore, net worth in excess of Rs. 40,000 crore, cash
flows of Rs. 9,000 crore, net profit of Rs. 5,000 crore and zero net debt.
Across different companies, the group has a customer base of over 50 million, the
largest in India, and a shareholder base of over 8 million, among the largest in the world.
Through its products and services, the Reliance - ADA Group touches the life of 1 in 10
Indians every single day. It has a business presence that extends to over 4,500 towns and
300,000 villages in India, and 5 continents across the world.
The interests of the Group range from communications (Reliance Communications)
and financial services (Reliance Capital Ltd), to generation, transmission and distribution
of power (Reliance Energy), infrastructure and entertainment.
ABOUT RELIEANCE
Reliance World (formerly Reliance Web World) is a world-class nationwide chain of
retail outlets for products and services of the Reliance Anil Dhirubhai Ambani Group. It
is designed to give the customer a delightful experience of the digital world of
information, communication, entertainment and utility services.
All Reliance World outlets are connected to Reliances countrywide optic fiber network.
The Broadband Centre at Reliance World leverages this broadband network to bring you
innovative digital services.
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With 234 Reliance World outlets across 105 cities in the country, you are sure to find one
in your vicinity. Find out more about what you can do in Reliance World underServices.
Reliance World is managed by Reliance Web store Limited, part of the Reliance Anil
Dhirubhai Ambani Group.
VISONARY FOUNDER
About Shri. Dhirubhai Ambani
Few men in history have made as dramatic contribution to their countrys economic
fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still have left
behind a legacy that is more enduring and timeless.
When Dhirubhai embarked on his first business venture, he had a seed capital of barely
US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this
fledgling enterprise into a Rs 60,000 crore colossusan achievement which earned
Reliance a place on the global Fortune 500 list, the first ever Indian private company to
do so.
Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of thegreatest growth stories in corporate history anywhere in the world, and went on to
become Indias largest private sector enterprise.
Throughout this amazing journey, Dhirubhai always kept the interests of the ordinary
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shareholder uppermost in mind, in the process making millionaires out of many of the
initial investors in the Reliance stock, and creating one of the worlds largest shareholder
families.
A dream comes true
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 Indias 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.
It was with this belief in mind that Reliance Communications (formerly Reliance
Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic backbone.
This backbone was commissioned on 28 December 2002, the auspicious occasion of
Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002.
Reliance Communications has a reliable, high-capacity, integrated (both wireless and
wireline) and convergent (voice, data and video) digital network. It is capable of
delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services for enterprises as
well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionizing the way India communicates and
networks, truly bringing about a new way of life.
BUSINESS ( Indias leading integrated telecom company)
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani
Group (DAG) of companies. Listed on the National Stock Exchange and the Bombay
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Stock Exchange, it is Indias leading integrated telecommunication company with over 80
million customers.
Our business encompasses a complete range of telecom services covering mobile and
fixed line telephony. It includes broadband, national and international long distance
services and data services along with an exhaustive range of value-added services and
applications. Our constant endeavor is to achieve customer delight by enhancing the
productivity of the enterprises and individuals we serve.
Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002,
coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was
among the initial initiatives of Reliance Communications. It marked the auspicious
beginning of Dhirubhais dream of ushering in a digital revolution in India. Today, we can
proudly claim that we were instrumental in harnessing the true power of information and
communication, by bestowing it in the hands of the common man at affordable rates.
We endeavor to further extend our efforts beyond the traditional value chain by
developing and deploying complete telecom solutions for the entire spectrum of society.
RELIANCE GROUP (Looking back, looking forward)
Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group
founded by Shri. Dhirubhai H Ambani (1932-2002), ranks among Indias top three private
sector business houses in terms of net worth. The group has business interests that range
from telecommunications (Reliance Communications Limited) to financial services
(Reliance Capital Ltd) and the generation and distribution of power (Reliance
Infrastructure Limited).
Reliance ADA Groups flagship company, Reliance Communications, is India's largest
private sector information and Communications Company, with over 80 million
subscribers. It has established a pan-India, high-capacity, integrated (wireless and
wireline), convergent (voice, data and video) digital network, to offer services spanning
the entire infocomm value chain.
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Chairman's Profile
Anil D. Ambani
Regarded as one of the foremost corporate leaders of contemporary India, Shri. Anil D
Ambani, 48, is the chairman of all listed companies of the Reliance ADA Group, namely,
Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural
Resources limited.
He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of
Information and Communication Technology, Gandhi Nagar, Gujarat.
Till recently, he also held the post of Vice Chairman and Managing Director of Reliance
Industries Limited (RIL), Indias largest private sector enterprise.
Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally
involved in every aspect of the companys management over the next 22 years.
He is credited with having pioneered a number of path-breaking financial innovations in
the Indian capital markets. He spearheaded the countrys first forays into the overseas
capital markets with international public offerings of global depositary receipts,
convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to
raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company
in January 1997
He is a member of:
Wharton Board of Overseers, The Wharton School, USA
Central Advisory Committee, Central Electricity Regulatory Commission
Board of Governors, Indian Institute of Management, Ahmadabad
Board of Governors Indian Institute of Technology, Kanpur
In June 2004, he was elected for a six-year term as an independent member of the
RajyaSabha, Upper House of Indias Parliament a position he chose to resign voluntarilyon March 25, 2006.
Awards and Achievements:
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2011
January 18Reliance Communications draws down ECB of US$ 255 Million (Rs 1155 Cr) for 3GSpectrum Refinancing.
February 14RCOM Announces Q3 Financial Results
February 17Reliance Communications signs pact with Radio Netherlands Worldwide
2010
March 15
Reliance Communications achieves a landmark of 100 million customers
December 3
Reliance Communications to Unveil New 3G Mobile Data Services Portal On Mortality
Platform
Selected by Asia week magazine for its list of Leaders of the Millennium in
Business and Finance and was introduced as the only new hero in Business and
Finance from India, June 1999
Board of Directors
Shri Anil D. Ambani Chairman
Shri. J Ramachandran
Shri S.P. Talwar
Shri Deepak Shourie
Shri A.K.Purwar
Franchise Partnership:
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Reliance World is a world-class nationwide chain of retail outlets for products and
services of the Reliance Anil Dhirubhai Ambani Group. It is designed to give the
customer a delightful experience of the digital world of information, communication,
entertainment and utility services.
Besides providing sales & customer service for Reliance Mobile Handsets, Airtime and
Accessories, customers also experience a whole array of digital offerings in the
Broadband Centre at Reliance World.
All Reliance World outlets are connected to Reliance's countrywide optic fibre network.
The Broadband Centre at Reliance World leverages this broadband network to offer
Broadband Surfing, Online Gaming, Video Conferencing, Digital Electronic News
Gathering, Digital Services, eLearning, eTravel (yatra.com), Virtual Office, My Music
(customized music CD burning) & many more services like Personal Financial Services
(Reliance Money), Big TV (DTH) & Big Flix (DVD rentals).
Reliance World already has 240 retail stores operational in 105 cities of which 129 stores
are successfully run by franchisees. In addition Reliance World is executing its expansion,
increasing the retail reach to 501 retail stores in 170 cities.
We are looking for new franchisee partners for existing & new stores in select cities
across the country to become part of this exciting new age business proposition.
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Milestones
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2009
February 1
Reliance Mobile launches GSM service in Delhi.
March 13
Reliance Communications announces adding a record of 3.3 million wireless
customers in February 2009.
June 10
Reliance Mobile offers BlackBerry service for Rs. 299 per month.
2008
5 January
Reliance Communication adds a record 1.4 million subscribers in December 06
18 January
RCOM shareholders approve tower business with a 99.99% overwhelming
majority.
3 February
Reliance Communicationss market capitalization tops Rs.1 lakh crore on Bombay
stock exchange.
10 May
Reliance sets new record, one million Classic handsets sold in just one day.
18 May
Reliance Communications slashes rate to US and Canada.Its now just Rs 1.99 per
minute.
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25 May
Reliance Communications launches Lifetime Validity Recharge@ just Rs.499.
29 May
RCOM slashes roaming rates by as much as 70 percent.
24 June
RCOM ties up with Cisco to lauch Business Internet Service for SMEs in Pune.
28 November
Fair & lovely scholarship on Reliance Mobile World is winner at the MMA
awards, USA.
2006
1 January
Reliance Infocom launches One Nation Tariff to enable Reliance India Mobile
prepaid users to call anywhere in India at one per minute.
19 January
Reliance demerger adds record Rs.55000 Crore to shareholders wealth.
2005
June
Anil Ambani appointed Chairman of Reliance Infocomm
November
Reliance Infocom hosts the 4th global CDMA Operators Summit.
October
Reliance Web World wins Frost & Sullivan Market Leadership Award for video
conferencing services
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Competitors in Telecom Industries
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THE PROCESS AT RELIANCE MOBILE
The activation of a new cellular connection is prepaid done in the following steps.
PresalesSales
After sales support
1. First, the sales executives convert prospects into customers.
2. In the next step, the required documents are collected from the
customers.
3. Then each document is checked and scrutinized.
4. After that, the file is prepared and is sent for IPOS, where the documentation part
is filled in the Reliance Mobile server.
5. After this, the file is sent in for activation, where the documents are again
scrutinized.
6. If all the documents are found to be correct and in order then the service to that
number is activated. If not the file is again sent back to get the required documents
and the file again goes for IPOS and the steps are followed in the same order until
the file is alright.
7. After all these steps, a verification team is sent to verify the authenticity of the
documents and whether or not the customer stays in the address, as mentioned in
the documents. If any discrepancy is found the connections is barred.
All these steps are very important and are same for postpaid connections as well. The
activation is a very important department as well as the sales team. The documentation
part is given a real good luck because there should not be any discrepancies coming up
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due to false documents.
THEORETICAL
BACKGRPOUND
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THEORETICAL BACKGROUND
CUSTOMER SATISFACTION
Customer satisfaction is business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a balanced
scorecard.
In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
Customer Satisfaction in 7 Steps
It's a well known fact that no business can exist without customers. In the business of
Website design, it's important to work closely with your customers to make sure the site
or system you create for them is as close to their requirements as you can manage.
Because it's critical that you form a close working relationship with your client, customer
service is of vital importance. What follows are a selection of tips that will make your
clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealing
2. Respond to Messages Promptly & Keep Your Clients Informed s
3. Be Friendly and Approachable
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4. Have a Clearly-Defined Customer Service Policy
5. Attention to Detail (also known as 'The Little Niceties')
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
7. Honor Your Promises
Why customer satisfaction is important
Dont underestimate the value of customer satisfaction. Its becoming an important area
of competition.
A high level of satisfaction can deliver many benefits, including:
Loyalty: a highly satisfied customer is a loyal customer.
Repeat purchase: a highly satisfied customer buys more products.
Referrals: a highly satisfied customer tells their family and friends about the
product or service.
Retention: a highly satisfied customer is less likely to switch brands.
Reduced costs: a highly satisfied customer costs less to serve than a new
customer.
Premium prices: a highly satisfied customer is willing to pay more for the product
or service.
Customer satisfaction research
Satisfaction surveys are an important method for collecting information about how your
customers think and feel about your brand, product or service.
A satisfaction survey can help you to understand the expectations of your customers,
determine whether your customers believe you are meeting those expectations, identify
new customer requirements or trends in the market and determine what areas of your
business need investment.
A good customer satisfaction survey will also help you to understand the causes of
dissatisfaction among your customers. Once youve identified these issues, youll be ableto implement new practices to improve customer satisfaction.
Many businesses systematically measure customer satisfaction through independent
surveys, feedback forms, mystery shopping and focus groups. Some third party surveys
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also compare the customer satisfaction of major competitors, which allows companies to
benchmark themselves in their relevant sector.
Measuring customer satisfaction doesnt have to be expensive. It can be as simple as
preparing a short feedback form or conducting a brief telephone interview that asks the
customer to rate the product or service on a number of criteria.
Indicators of customer satisfaction
An important indicator of customer satisfaction is the customer retention rate. To
calculate your customer retention rate, you will need to capture data about the total
number of customers and the number of customers switching brands. If you track this
information over time, youll be able to see whether you are improving your customer
retention and satisfaction.
Another tool that has been introduced in Australia is the Net Promoter Scores, which
provide a new metric for measuring customer loyalty. The Net Promoter Scores ask one
simple question about whether a customer would recommend a product or service to a
friend or colleague. This question has been identified as the ultimate determinant of
customer satisfaction or loyalty. Research in the UK and the US has found a clear
correlation between the Net Promoter Scores and revenue growth.
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RESEARCH
METHODOLOGY
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RESEARCH METHODOLOGY
MEANING OF RESEARCH METHODOLOGY
Methodology is a term which becomes first an approach towards inquiry and then later
involves into particular method. In the applied use, it is concerned with selecting specific
technical tools and techniques for collection of data and analyzing it. Research
Methodology is a way to systematically solve the reasonable problem. It may be
understand as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by researcher is studying his research problem
along with the logic behind the study.
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Research process:
The marketing research process that was used involves following processes:
Formulating the Research Objectives
Research Plan Design
Determining the sources of Data
Determining Sampling plan
Data Collection
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Processing and analyzing the data
Preparation of Research Report and presentation
1.Research problem
The research was based on study of the satisfaction level of customers for GSM &
CDMA of Reliance prepaid Connections, which the company had. And to gather
the reaction of the people for the same in Pune along with this we also find out the
awareness of Reliances Brand, understand customer expectations from prepaid
connections as provided by Reliance Communications.
2. Research design
The second stage of research process calls for the development the most efficient
plan for gathering the needed information. Designing a research plan calls for the
decision on data source research instrument, contact method and sampling plan.
a) Research approach.
The most suitable approach in this reason was the survey. The survey method is
the data collection is suited for descriptive research. Survey usually includes
research instrument, sampling plans and contact method.
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b) Sampling plan
It includes the customers of Reliance communication is surveyed, the total number
of persons we have is 100 as respondents.
I used stratified sampling method. I divided the whole AMC region in five
area wise stratas as follows.
Connaught place
Satara parisar
Dashmesh nagar
Aurangapura
Military camp
3) Collection of Data
For this project work I collected data from both the Secondary and Primary data sources.
Secondary Data Source:
The Product Leaflets, Information from Companys website, company data base and
companys employees were my Secondary Sources of information. I also referred to
News Papers Advertisementsto collect information for my project work.
Primary Data Source:
I did the survey to collect data from the respondents. I circulated the questionnaire to
respondent to get answers filled and then collected, thus feedback of consumer is taken toanalyze the customer satisfaction towards Reliance prepaid connections. Primary data is
collected by consumer survey and questionnaire method.
4) Analysis of Data
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The purpose of the analysis is to summaries the observations in a such a manner that they
yield the answers to the research problem the data during the research was analyzed with
statistical methods including the pie charts and column graphs for certain objects.
5) Interpretation
A real attempt was done to simplify the project research. On the basis of the analysis of
the collected data, observations the company is provided with the suitable
recommendations in simple and systematic manner. A report is written in organized
appearance.
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DATA ANALYSIS &INTERPRETATION
DATA ANALYSIS AND INTERPRETATION
Sample size: 100
DATA ANALYSIS :-
1. Did you ever subscribe for a Reliance Prepaid connection?
a) Yes b) No
YES NO
100 0
INTERPRETATION :
This question was asked only those have been a subscriber of Reliance Prepaid
connection.
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2. If yes Which type of Prepaid connections you are using?
a) CDMA b) GSM
CDMA GSM
36 64
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0
10
20
30
40
50
60
70
CDMA GSM
Series1
INTERPRETATION :
From the above data analysis it has been seen that 64% of the customer prefer for GSMconnection
3) How long you are related with Reliance service?
a) Below six months b) 6 months to 1 year
c) 1 2 years
Below six
month
6 months to 1
year
1-2 years
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22 48 30
0
5
10
15
20
25
30
3540
45
50
Below six
month
6 months to 1
year
1-2 years
INTERPRETATION :
This question equally focuses the expectation part from the customers, as more the usage
the expectations decreases and the willingness to change to other connection also reduces.
It was found that 22% of people were using their prepaid connections for below six
month; still there were 48% of people who have been using the connections for less than
one year and were more vulnerable. And 30% people using prepaid connection between
1-2 years.
4) What things make you choose your connectivity solution?
a) Call Rates b) Good Coverage
c) Brand Name d) Extra Services
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Call Rates Good Coverage Brand Name Extra services
40 44 4 12
0
5
10
15
20
25
30
35
40
45
50
Call Rates Good
Coverage
Brand
Name
Extra
services
Series1
INTERPRETATION :
This question was put to understand, what factors influence their buying decision. This is
important because it can help us to understand which factors have influence of SMEs to
choose their connectivity solution service
From the data collected, it can clearly be seen that almost 44% SMEs makes their
decision for connectivity services based on Good Coverage. It was also understood that
only 4% SMEs believe in brand name.
5. Why did you choose Prepaid connection as compare to post paid connection?
a) Better Call rate/plans b) No need of deposit
c) Lifetime card service d) Better Network
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Better Call Rate No need of
Deposit
Lifetime card
service
Better Network
50 4 20 26
0
10
20
30
40
50
60
Better Call
Rate
No need
of Deposit
Lifetime
cardservice
Better
Network
Series1
INTERPRETATION :
The above question was included to understand the reason for having a prepaid
connection and not postpaid even when it is easily available. This question would help to
analyze the preconceptions in the minds of the customers and consumers alike, as the
perception of having a prepaid is easily understood
The data collected shows that almost 50% SMEs dont want to recharge time and again,
it is the biggest driving factor them to go for prepaid connections. Another most
important factor is that of the service is not interrupted and is agreed upon by 26%
SMEs.
6. What are the main reasons for selecting Reliance Prepaid Connections?
a) Better Network coverage b) Better recharge facilities
c) Better Customer Care Services d) Better call rate
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Better
network
coverage
Better recharge
facilities
Better customer
care services
Better call rate
64 20 14 12
0
10
20
30
40
50
60
70
Better
network
coverage
Better
recharge
facilities
Better
customer
care
services
Better
call rate
Series1
INTERPRETATION :
This question states what are the main reasons to select Reliance Prepaid connections. A
mixed response has been received but among, Better Network coverage is the prime
reason to use this connection.
7. What makes the most percentage of your bills?
a) STD Calls b) Local Calls c) SMS d)GPRS services
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STD Calls Local Calls SMS GPRS services
30 50 6 14
0
10
20
30
40
50
60
STD Calls Local
Calls
SMS GPRS
services
Series1
INTERPRETATION :
This question was included in the questionnaire to understand what majors the expensesin their telecom bills. This may help the service providers to know on which areas they
can improve, so that they can alter their tariff rates according to the basis of usage.
The data collected showed that 50 SMEs out of 100 say that major part of their bill
include the local calls, which make the most percentage of the bills whereas 30 SME say
that it is the STD calls. From this data the service provider can easily decrease the call
rates for which the use is move and increase the rate for the service which is used less like
that of SMEs
8. How is the performance of the service provider for which you have a subscribed on the
following mentioned parameter?
a) Coverage b) Call Rate c) Recharge facilities
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d) Customer Care services e) GPRS/web related services f) billing services
services Excellent Very
good
Good Fair Poor
Coverage 6% 14% 30% 35% 15%Call rate 10% 20% 30% 30% 10%
E- recharge
facilities
8% 12% 25% 40% 15%
Customer care
services
15% 20% 25% 20% 20%
GPRS services 12% 16% 28% 38% 6%
Billing services 4% 6% 20% 50% 20%
0%
20%
40%
60%
80%
100%
120%
Coverage
Callrate
E-rech
arge
faciliti
es
Custom
ercarese
rvices
GPRS
service
s
Billin
gse
rvice
s
Poor
Fair
GoodVery good
Excellent
INTERPRETATION :
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This question was a comparative with the features that the customers feel are important
for them and the kind of service they get from their service providers. 67% people said
that Network coverage was below average 61% respondent had problem with recharge
facilities, as the case with GPRS services, which was also voted poor by 58% people.
It is surprising to see that very less percentage of people are happy with the billing
process, for they termed it as one of the most important features and when asked about
the service of their provider they rate the same as poor. Therefore, care can be taken in the
field.
9.What kind of problems do you face while using Reliance Prepaid connection?
a) Network Congestion b) Call Rate
c) Customer Care Inefficiency d)Billing problems
Network
congestion
Call Rate Customer
care
Inefficiency
Billing
problems
20% 25% 30% 25%
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0%
5%10%
15%
20%
25%
30%
35%
Netw
orkc
onge
estio
n
CallR
ate
Custom
ercareIn
efficien
cy
Billin
gproble
ms
Series1
INTERPRETATION :
This is a direct question to understand the perception of the customers about the services
of Reliance communications. It was also important to find out what are the problem they
face while using the service so that they can be taken care of.
The data collected showed that 20.44% SMEs say it is the Network congestion that they
are facing most problems in, while 13.29% SMEs say that the inefficiency of customer
care is a big problem with Reliance communication. Call rates is said as a problem faced
by 12.27% SMEs
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FINDINGS
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FINDINGS
In this project I have visited new and the existing customers. My main objective of the
project work was to study the satisfactory level of Reliance prepaid customers andexpectations of customers about Reliance.
My findings are as follows:
The customers were satisfied with the offers offered by the company.
The existing customers did not have any problem with the quality of the product
and the services provided by the company.
The new customers wanted the connection because of the quick connection facility
of the Reliance.
It was found that many customers were unaware of the sales promotional scheme
provided by Reliance communication. The customers did not knew of such
schemes the Reliance was having.
It was also found that many customers major information source is the News that is
Television, Paper media and Hoardings.
Few customers were unhappy with after sales services provided by the company
and that s why these customers were going for the competitor s products.
After explaining the scheme to the customers, it was found that customers wanted
the Reliance communication. Also they found the scheme to be more beneficial.
Customers are not satisfied with coverage and GPRS.
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SUGGESTION
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SUGGETIONS
On the basis of the findings from the study undertaken for Reliance communication, I
hereby lay some suggestions for the problems revealed to me by this study:
The existing customers were not happy with the After Sales Services, and so company
should improve the customer care department.
Reliances market share is increasing due to the reputation and the tariff plans that the
company is providing, so the company should continue with the plans so as to maintain
the progress rate.
The company should employ some persons so as to provide the quick on net, as desired
by the customers and better services.
In future also company should use such schemes so as to get the maximum share of the
market by increasing the sales.
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CONCLUSION
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CONCLUSIONS
Since many decades, aggressive sales and promotion approach has been followed
majorly by all organizations, irrespective of their size, scope of operations or domains. To
conclude, it can be said that so far Reliance has positioned itself in the Indian market
without any aggressive promotional strategy.
The project can be concluded with the following inputs:
The company is now trying to set up its brand image through aggressive
promotional activities and improved customer support system. Reliance has been
targeting the customers for large account sales. Awareness among people with Reliance is
average only they have captured the name more aptly, thanks to extensive advertising.
Reliance has reached up to the extreme geographical ends of the country. No other
operator has achieved it so far. As Reliance believe in Total Network.
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LIMITATIONS
LIMITATIONS
The following are some of the limitations:
1. The research was an extensive one and it was very hard to get the respondent.
2. The time available for such an extensive was less.
3. Mostly people ignored to complete the questionnaire as they thought that is
another trick to sell the products.
4. The knowledge derived from company was limited and so it posed some problems
and all the area of the Aurangabad city couldnt be covered.
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BIBLIOGRAPHY
BIBLIOGRAPHY
All the above information has been collected from various sources. These sources are as
follows
BOOKS AUTHORS
Marketing Management Philip Kotler
Marketing Management V.S.Ramaswamy & N. Namakumari.
Marketing Research Donald S.Tull &Del I. Hawkins
Websites:
www.rcom.co.in
www.trai.gov.in
Company sources:
Leaflets and Brochure of the product of the company.
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Training from the company and companys data
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a) Better Call rate/plans b) No need of deposit
c) Lifetime card service d) Better Network
6. What are the main reasons for selecting Reliance Prepaid Connections?
a) Better Network coverage b) Better recharge facilities
c) Better Customer Care Services d) Better call rate
7. What makes the most percentage of your bills?
a) STD Calls b) Local Calls c) SMSs d) GPRS services
8. How is the performance of the service provider for which you have a subscribed
on the following mentioned parameter?
a) Coverage b) Call Rate
c) better recharge facilities d) Customer Care services
e) GPRS/web related services f) Billing services
9. What kind of problems do you face while using Reliance Prepaid connection?
a) Network Congestion b) Call Rate
d) Customer Care Inefficiency d) billing problems
10. Would you like to use any value added services of Reliance Prepaid connection?
a) Yes b) No
11. Which type of value added services you prefer mostly?
1) Billing 2) e-payment 3) e- recharge 4) any other
12. Are you satisfied with charges pay for value added services compare to other?
1) Yes 2) No
13. Are you satisfy with customer care services provided by Reliance?
1)Yes 2)No.
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14. How did you came to know about Reliance Prepaid Connection?
1) Websites 2) Advertising in Newspaper
3) Any Reference 4) Any other sources
15. Are you satisfied with the customer approach from the Reliance Sales and
Service
Executives?
1) Yes 2) No
16. Are you satisfied with product servicing charges, taken from you?
1) Yes 3) No
17. After execution of sales procedure, are you happy with the sales executives?
1) Yes 4) No
18. Are you happy with sales executive, who attended you till last?
1) Yes 5) No
19. Are you satisfied with the product demo, given by sales executive?
1) Yes 6) No
20. Any suggestions to make it more effective
.
.
.
.