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Summer Project
On
Customer Satisfaction
AtTata Teleservices Limited
Presented By:-Pintu Vaishnav
Roll no.- 09115
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INTRODUCTION OF TELECOM INDUSTRY
The telecom sector is one of the leading contributors to
India's flourishing economy.
Airtel, Vodafone, Idea, Tata Indicom ,Reliance, BSNL,Aircel, uninor, Videocon, MTNL, and Loop Mobile are
other major operators in India.
India will overtake China to become the world's largest
mobile telecommunications market by the year 2013.
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India is divided into 22 telecom circles. They are listed belowAndhra Pradesh
Bihar & Jharkhand
Chennai
DelhiGujarat & Daman & Diu
Haryana
Himachal Pradesh
Jammu and Kashmir
Karnataka
Kerala & Lakshadweep
Kolkata
Madhya Pradesh & ChhattisgarhMaharashtra excluding Mumbai & Goa
Mumbai
North Eastern States (Arunachal Pradesh, Assam, Manipur, Meghalaya Mizoram, Nagaland &
Tripura
Orissa
Punjab
Tamil Nadu excluding Chennai & Puducherry
Eastern Uttar PradeshWestern Uttar Pradesh & Uttarakhand
West Bengal excluding Kolkata, Andaman & Nicobar Islands & Sikkim
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TATA TELESERVICES LTD
Tata Teleservices Limited is the pioneer of the CDMA 1x
technology platform in India.
The company is also the market leader in the fixed wireless
telephony market with its brand Walky.
The company has recently introduced the brand Photon to provide
a variety of options for wireless mobile broadband access.
TATA DOCOMO marks a significant milestone in the Indiantelecom landscape, being the first to pioneer the per-second tariff
option-part of its 'Pay for What You Use'pricing paradigm.
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Objective
Primary ObjectiveTo know customer satisfaction level of
TATA Indicom.
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Methodology
Research Type:
For primary objective of research start with Exploratory Research
design (observation) .
Method of Sampling:
Probability sampling.
Simple Random Sampling
Sample size:
The size of sample selected is 50 people (ofTata Indicom of Rajkot)
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Primary Data:Through personal interview and respondents by questionnaire
with customers ofTata Indicom.
Method of Data Collection:
Through the questionnaire and personal interactions.
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TATA have their own retail business unit
located at all cities.
HNI (High network individuals)
HNI network is used for selling only postpaid products ofTATA
Indicom like data cards, walky talky, mobile phones. It provides
after sales service also.
EBS (Enterprise Business Service)
The Enterprise Business Service function drives business growth
& customer centricity by providing telecom related solutions toCorporate Entities. The EBS function also undertakes customer
relationship management and retention along with revenue
enhancement and channel management.
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BRBU(Branded Retail Business Unit)
The Branded Retail Business Unit looks after the retail chain of theTATA Indicom Exclusive stores. Branded retail has a national
presence with over 3100 outlets comprising of600 TTSL (Company)
owned stores and more than 2500 stores in the Franchisee format
Branded Retail outlets have become the touch points for its customers
in more than top 1000 towns in India.
CMBU(Consumer Market Business Unit)
The Consumer Market Business Unit (CMBU) deals with the
large and dynamic pre-paid segment of the telecom sector. CMBU has
always offered to its customers with innovative offers like Non StopMobile (Lifetime Validity) attractive bundled packages (handsets +
connections), cheapest tariff plans, etc.
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EXCLUSIVE BRANDING
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Roadside stalls have high visibility and could do with a little
beautification.
Tata Indicom used this innovative form of branding and
selected a few food stalls in the mall area and other popular markets for this exercise.
This worked out to be both cost-effective and high on
visibility.
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Products
Internet
Dial up
Mobile
Wireless
Mobileservice
Post paid
Prepaid
Mobilehandset
Landline
Wirelessphone
Landlinephone
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Dial-up Internet through
Landline from TATA Indicom, provides bundled
dialup internet access along with Landline Connection.
This dialup internet service is activated by default for oncustomers phone, no Separate subscription is required.
Customers have to purchase an external modem or use
PC/Laptops internal modem to connect to internet.After
creating the dialler on Computer ,internet facility will
activate.
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Mobile internetT
AT
A Indicom offers world-class internet service through the CDMAnetwork.. Just connect TATA Indicom mobile phone, using a data cable to PC
or Laptop & get started .TATA Indicom Internet through mobile service offers
world-class standards for wireless Internet access.
The benefits are:
High speed Internet access.
No need to buy an external modem since your existing TATA Indicom
mobile phone has one.
User can receive and make voice calls when no active data transfer takes
place.
Wireless internet
It is used with a USB modem, so we can use where ever we go. It
provides high speed connection.
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Customer satisfaction To satisfy the customers is the mission and purpose of every
business.
Satisfaction of customer is essential for retention of customers and for
continuous sales of the products and services of the company tocustomers.
Each consumer has the different behavior in their life. So, the marketer
satisfies the consumer, he must very well know the behavior of
consumer.
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Customer retention
A companys ability to attract and retain new
customers, is not only related to its product or services, but
strongly related to the way it services its existing
customers and the reputation it creates within and across
the marketplace.
For the customer retention Tata Indicom provide
different scheme of existing customer
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Walky - Special Loyalty Offers
PlansCMO 99 Photon 149
Device Price (Rs.)
999 (WP 822R, Walky Talky C2 & ETS
2222+)
1199 (LG LSP 450T)
999 (WP 22R, LG LSP 450T, Walky
Talky C2 & ETS 2222+)
Monthly Rental (Rs.)99 149
Special Discount First 6 months Rental FREE First 3 months Rental FREE
FREE Calling Usage600 mins to the Tata Mobile number in
same account, every month for life
150mins Local Free
Tariff
Local & Intra-circle ( Rate / Min)
All TATA Fixed/WLL 30p 30p
All otherFixed/WLL 40p 50p
All TATA Mobile 50p 30p
All Other Mobile50p 50p
STD (rate/min)
All STD Calls50p 50p
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FINDINGSFINDINGS
From the study I have seen that most of the Tata users are in mobile
segment and also data card market is very good.
Majority of the users from the sample size perceive Tata Indicom as a
good telecom service provider company.
Scheme and offers are provided by the company are also designed by
keeping the benefit of the consumers in the mind.
The level of un-satisfaction is also prevailing among the users but is
very low in extent.
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SUGGESTIONSSUGGESTIONS
Company should increase the quality of its services and should
undertake the promotion activity in a way by which they reach more
closely to the consumers.
Tata Indicom should launch attractive offers and schemes particularly
in land line segment in order to increase number of switchers and to
compete BSNL and reliance.
Tata Indicom already have a good infrastructure and also have good
network connectivity but then also it should increase its connectivity invillages area, towns and state highways by installing mobile towers
over there.
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It should introduce some good and stylist handsets at
affordable rates.
Company should do the efforts in order to increase the
internet speed.
Company should also make efforts to increase the quality
of after sales services.
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BIBLIOGRAPHY
www.Tataindicom.com
www.Tatateleservises.com
www.ichoose.com
www.google.com
www.yahoo.com
www.wikipedia.com
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