mrp on cdma tchnology

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M

Project report On

A study on Customer Satisfaction and Market

Share of Mobile Companies with special

reference to CDMA technology.

RELIANCE WEB STORE Ltd.

SESSION: 2009-2011

Guided by: - Submitted by:-

Dr. Sachin Mittal Amit Gupta

MBA-IIISemester (MM)


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CERTIFICATE OF FACULTY GUIDE

This is to certify that Rohan Ahuja, a student of MBA MM has undertaken the research study as a

part of fulfillment of course. To the best of my knowledge this is an original work.

It has not yet been submitted to this university or any other institution

Dr. Sachin Mittal

(Faculty Guide)

DECLARATION


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I hereby declare that the following project report entitled Study on different plans of Reliance Net

connect and which is the best selling plan done in RELIANCE, Indore, is an authentic work done by

me.

The project was undertaken as a part of the course curriculum of MBA (MM), Prestige Institute of

Management and Research, Indore.

Rohan Ahuja

MBA (MM)

III semester


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ACKNOWLEDGEMENT

With immense pleasure and pride I present this project Study on different plans of Reliance Net

connect and which is the best selling plan

I would like to express my sincere thanks to Mr.Pranab K Roy, Area Sales Manager Reliance Indore

Circle, Mr. Ashish Mehta, Store Manager R WORLD who gave me opportunity and a helping hand for

the completion of this project work.

I would like to thank our director Mrs. Yogeswari Pathak for motivating us time to time. I draw

inspiration from my project guide Dr. Sachin Mittal who has been constant source of motivation and

encouragement. His right and timely guidance enabled me to achieve success. I express my deep

gratitude to him.

My special thanks are due to RELIANCE who allowed me to take up the project in this esteemed

organization.

I would like to thank all the members of Reliance Web world stores all over Indore I would like to

express my heartfelt thanks to my beloved parents for their blessings, my friends/classmates for

their help and wishes for the successful completion of this project. Last but not the least I would like

to extend my thanks to the respondent.

Date: - Rohan

Ahuja

MBA (MM)

PIMR, INDORE


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CONTENTS

CHAPTER 1: INTRODUCTION

RELIANCE INDUSTRIES 7

RELIANCE ADA GROUP 9

ABOUT SHRI DHIRUBHAI AMBANI 10

HISTORY OF RELIANCE COMMUNICATION 11

AWARDS AND ACHIEVEMENTS 12

VISION AND MISSION 13 CORPORATE PROFILE 14

FINANCIAL ANALYSIS 16

MARKETING STRATEGIES OF RELIANCE 16

CHAPTER 2: RELIANCE WORLD 17

CHAPTER 3: INTRODUCTION OF PROJECT

OVERVIEW OF INTERNET 22

RELIANCE DATACARD 23

FEATURES 25

PRICE AND PROMOTION 26

PLANS 27

FUTURE CHALLENGES 30

CHAPTER 4: RESEARCH METHODOLOGY 31

CHAPTER 5: DATA ANALYSIS 33

CHAPTER 6: RECOMMENDATION 46

CHAPTER 7: CONCLUSION 48

CHAPTER 8: BIBLIOGRAPHY 50

CHAPTER 9: APPENDIX

QUESTIONNAIRE 53

LEARNING 55


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RAW DATA QUESTIONNAIRE 56


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RELIANCE INDUSTRIES

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 wire line) and convergent (voice, data and video) digital network. It is capable of

delivering a range of services spanning the entire infocomm (information and


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communication) value chain, including infrastructure and services for enterprises

as well as individuals, applications, and consulting.

INDI S LE DING TELECOM COMP NY

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of

companies. Listed on the National Stock Exchange and the Bombay 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


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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 endeavour to further extend our efforts beyond the traditional value chain by

developing and deploying complete telecom solutions for the entire spectrum of

society.

Today, Reliance Communications is revolutionizing the way India communicates and networks, truly

bringing about a new way of life.


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RELI NCE D G GROUP

RelianceAnil 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.

Other major group companies Reliance Capital and Reliance Infrastructure are widely

acknowledged as the market leaders in their respective areas of operation.


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ABOUT SH. DHIRUBHAI AMBANI

Few men in history have made as dramatic a 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.

As with all great pioneers, there is more than one unique way of describing the true genius of

Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot, the leader of

men, the architect of Indias capital markets, and the champion of shareholder interest.

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.

Dhirubhai is widely regarded as the father of Indias capital markets. In 1977, when Reliance

Textile Industries Limited first went public, the Indian stock market was a place patronised

by a small club of elite investors which dabbled in a handful of stocks.

Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of the greatest

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

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.


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HISTORY OF RELIANCE COMMUNICATION

Late Dhirubhai Ambani had a vision of making tools of communication available to commoners

thereby allowing them to overcome barriers of mobility. Likewise, Reliance Communications is

capable of delivering services covering entire gamut of information and communication value chain.

Their products and services include infrastructure setting, applications and consultancy.

Reliance Communications Limited founded by the late Shri. Dhirubhai H Ambani (1932-2002) is the

flagship company of the Reliance Anil Dhirubhai Ambani Group. It is India's foremost truly integrated

telecommunications service provider. With a customer base of over 36 million including close to one

million individual overseas retail customers, Reliance Communications ranks among the top ten

Asian Telecom companies. Its corporate clientele includes 600 Indian, 250 multinational

corporations and over 200 global carriers and owns and operates the world's largest next

generation, IP enabled connectivity infrastructure, comprising over 150,000 kilometers of fiber optic

cable systems in India, USA, Europe, Middle East and the Asia Pacific region. For more information,

visit:

He is also the president of the Dhirubhai Ambani Institute of Information and Communications

Technology, Gandhinagar. An MBA from the Wharton School of the University of Pennsylvania, Shri

Ambani is credited with pioneering several financial innovations in the Indian capital markets. He

spearheaded the countrys first forays into overseas capital markets with international public

offerings of global depositary receipts, convertibles and bonds.

Under his chairmanship, the constituent companies of the Reliance ADA group have

raised nearly US$ 3 billion from global financial markets in a period of less than 15

months.

He is currently a member of:

Wharton Board of Overseers, The Wharton School, USA


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Board of Governors, Indian Institute of Management (IIM), Ahmedabad

Board of Governors, Indian Institute of Technology (IIT), Kanpur

Executive Board, Indian School of Business (ISB), Hyderabad

Awards and Achievements

Voted the Businessman of the Year in a poll conducted by The Times of India TNS, December

2006

Voted the Best role model among business leaders in the biannual Mood of the Nation poll

conducted by India Today magazine, August 2006

Conferred the CEO of the Year 2004 in the Platts Global Energy Awards

Conferred 'The Entrepreneur of the Decade Award' by the Bombay Management Association,October 2002

Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF)

in recognition of his contribution to the establishment of Reliance as a global leader in many of

its business areas, December 2001

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.


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VISION AND MISSION OF RELIANCE COMMUNICATION

OUR VISION

We will leverage our strengths 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 unparalleled value to create

customer delight and enhance business productivity. We will also generate value for

our capabilities beyond Indian borders and enable millions of India's knowledge

workers to deliver their services globally.

OUR MISSION

The mission statement of the company was, Karlo duniya muthi mein. It is the mission of the

company to become number one in the field of telecommunication and provide high quality

products and services at the cheapest possible price.


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CORPORATE PROFILE

Organizations, like individuals, depend for their survival, sustenance and growth on the support and

goodwill of the communities of which they are an integral part, and must pay back this generosity in

every way they can... This ethical standpoint, derived from the vision of our founder, lies at the heart

of the CSR philosophy of the RelianceADA Group.

While we strongly believe that our primary obligation or duty as corporate entities is

to our shareholderswe are just as mindful of the fact that this imperative does not

exist in isolation; it is part of a much larger compact which we have with our entire

body of stakeholders: From employees, customers and vendors to business

partners, eco-system, local communities, and society at large.

We evaluate and assess each critical business decision or choice from the point of

view of diverse stakeholder interest, driven by the need to minimize risk and to pro-

actively address long-term social, economic and environmental costs and concerns.

For us, being socially responsible is not an occasional act of charity or that one-time

token financial contribution to the local school, hospital or environmental NGO. It is


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an ongoing year-round commitment, which is integrated into the very core of our

business objectives and strategy.

Board of Directors

Shri Anil D. Ambani - Chairman

Prof. J Ramachandran

Shri S.P. Talwar

Shri Deepak Shourie

Shri A.K.Purwar

Company Secretary & Manager

Mr.Hasit Shukla
http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_bod.jsp##http://www.rcom.co.in/webapp/Communications/rcom/Aboutus/aboutus_bod.jsp##


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ORGANIZATIONAL SET UP

CHAIRMAN

PRESIDENT PRESIDENT PRESIDENT

(PRESONAL BUSINESS) (ENTERPRISES BUSINESS) (HOME BUSINESS)

SENIOUR V.P

V.P

GM

DGM

AGM

SENIOUR MANAGER

MANAGER

DUPTY MANAGER

ASST. MANAGER

MANAGEMENT TRAINING


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Financial Performance and Analysis

As compared to the industry average Reliance Communications has a very high net profit margin

(NPM). It has an NPM of 70.8% against and industry average of about 19%.

Although the total earnings reported by Reliance form only a miniscule part of total industry.

Reliance Communications has the highest EBITDA margin expands from 39.5% to 43.0% reported for

the year ended March 31, 2008.

The total income reported were Rs. 19,068 crores while the industry total was Rs. 123436.52 crores,

with a change of 25%. Therefore Reliance has considerable catching up to do. In FY08, Reliances

sales jumped by 49% compared with FY07 and are expected to grow strongly in the coming years.

Same trend can be witnessed in PAT, with a rise of 30% in FY08 compared with FY07. Sales in AMJ08

are expected to jump by 13% to Rs36, 453.94m from Rs32, 289.30m in AMJ07. In the coming

quarters, Reliance is expected to add subscribers at the rate of more than 4m customers every

quarter. Since Reliance is present in both CDMA and GSM technology, it is

fast catching up with the leading company and is second largest company after the market leader in

terms of subscriber base. Only company to have nationwide GSM & CDMA service in India.

MARKETING STRATEGIES OF RELIANCE COMMUNICATION

To spend Rs 16,000 crore to expand and strengthen network coverage. After expansion,

Reliance Communications will have the single largest wireless network in the world

Launched the lowest-cost classic brand handset at Rs 777 Will add 23,000 more towers

Telecom services will be available in over 23,000 towns and 600,000 villages.

To gave out lots of free minutes to users to create an existing user base.

Reliance is cutting down on Capital Expenditure since it already has the network and now

believes it also has the user base and will be able to generate good cash flows.


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Retail Revolution:-Reliance World

What a wonderful world -- Reliance

World Reliance World (formerly

Reliance Web World) first of its

kind a retail store with telecom

products and services in India, 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.

RELIANCE WEBWORLD INCLUDES

Reliance Web World is a new age destination, which has applications that will change the way you

would experience Information, Communication, Entertainment and do business.

A typical Reliance Web World has 3 Zones:


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The Customer Convenience Center to service Reliance India Mobile customers. A Broadband Center

with a Video ConferencingRoom and 2 Virtual Offices for executives to use from over 240 locations

across 110 cities in India. Each Reliance Web World has a Real Broadband Center Lounge with 40

Workstations for Real Broadband Surfing, Multi-Player Gaming and Video Chat.

Reliance Web World offerings

Real Broadband Surfing

Save time dont wait for the www.

Video Chat

Conduct Meetings Face to Face with business

associates/family miles across

Roaming Access in 105 cities

Check in anywhere you want

Virtual Office Suite

Youre Office away from Office

Video Conferencing

Connect Anywhere, Anytime, Anyhow - 768 kbps over IP

True-networked multiplayer online Gaming

Game box Take a Break - Play for a while.

Click and Mortar Services

Customized Events Promotions and fulfillment

Streaming Media


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MOBILE

Reliance Base Phone

Reliance Mobile

Reliance Data Card

Reliance Voucher, E-Recharge

Reliance PCO

Reliance Broad Band


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INTRODUCTION OF PROJECT

An overview of internet and wireless connectivity

Definition of internet


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The Internet is a worldwide, publicly accessible series of interconnected computer networks that

transmit data by packet switching using the standard Internet Protocol (IP). It is a "network of

networks" that consists of millions of smaller domestic, academic, business, and government

networks, which together carry various information and services, such as electronic mail, online

Chat, file transfer, and the interlinked web pages and other resources of the World Wide Web

(WWW).

Common uses of the Internet

E-mail

World Wide Web

Remote Access

Collaboration

Streaming Media

File Sharing

Voice Telephony

RELIANCE DATACARD


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Reliance Net Connect+ Broadband and simple reliance Net Connect creates a lot of confusion.

Reliance Net Connect broadband using EVDO technology and the USB device is different in both the

cases. The maximum speed of CDMA (1x) technology is 144 kbps and for EVDO technology is 3.1 MB.

Reliance Communication erstwhile Reliance Infocomm always remained technological, market

leader in CDMA mobile business. Its high brand awareness, market acceptance as a technological,

economical lea.der in various segment of mobile business and high brand equity were compelling

reason to penetrate and develop entire value chain of the both mobile and broadband based

business.

Reliance Net connect Reliancecommunications has invested nearly Rs. 600 Crores in its broadband

business. They have upgraded their software in their existing network to increase the internet speed

on their existing infrastructure. This new service is named as Reliance Net Connect Broadband Plus;

under this technology the user can get a speed of up to 3.1 Mbps downlink (Download Speed)and

1.8 Mbps uplink (Upload speed). It is also interesting to know that, if you are not in their Net

Connect broadband coverage area then the software will automatically convert your connection to

their existing 1X network without any call or data loss

Reliance has range of products for both office and individual internet usage.

Reliance Data card is the superior Data

card solution delivering near

Broadband wireless capability to

laptop & desktop .Reliance Data card

enables connection to the internet at

data speed up to a maximum of 144

kbps. Reliance is currently the best

wireless connection in India which can

be used for both laptops and desktops.

There are two types of Data card are presented by Reliance.


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1) PCMCIA Card (Personal Computer Memory Card International Association)

Mainly for Laptop. Which Laptop is supporting PCMCIA Slot?

Data Card company is ZTE.

2) USB Data Card (Universal Serial Bus)

Supporting USB Slot.

For Laptop & Desktop both.

Direct USB connectorno need for adaptor or cable. (ZTE) Slim, sleek and stylish

Plug and PlayNo need to install driversjust connect and surf using the Windows dialer.

Retraceable antennabetter signal strength in low RF areas.


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Features

Here are some of the many advantages that New Reliance Data card brings you.

Uninterrupted high-speed wireless Internet connectivity, across 10000 towns, 3 lakh villages

and growing.

Better surfing speeds, with download speeds up to 144 kbps.

High download speed of heavy email attachments

One-time installation of the dial-up software without the need to change the dial-up

configuration.

Hassle-free connection

Connect instantly (No line busy / waiting tone)

Easy to remember username / password (your phone / card number)

Enables a user to surf the Internet without being tied down to a landline from any location

your bedroom, drawing room, hotel room, office, outdoors or on the move in a car, train

or bus.

The network advantage

This remarkable service virtually converts the whole of India into a wireless hot spot.

10000 towns and cities and 300,000 villages

On highways, rail routes, airport lounges and remote locations.

The plan advantage

The tariff is inclusive of all charges (the ISP charge as well as the Telecom connectivity

charge).

No need for an external or internal modem.

No need for an ISP account.

No need for a separate landline connection.

One free e-mail account (with a 10 MB mailbox) and 2 MB of web space A choice of prepaid and postpaid options to suit your usage needs


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Use of data cards to make voice calls and send SMS

Price

Reliance Net Connect has dropped their prices on new data

cards purchased because their competitor [Tata] has offered

free 2 months internet services. According to the new pricing

Reliance USB Modems would now be available from 2299 Rs.

rather than the old pricing of 2850Rs. This price drop is for a

limited time also comes with a 2 months unlimited internet

usage for free. The best part of Reliance Net Connect is that

they dont charge which on roaming and also have an excellent

network services

Promotion

Data card is a specialty product .That is why promotional

activities are mainly focused around

in store promotional activity as well as other medium like

print media, hoarding and posters. Reliance data card

doesnt haveany brand ambassador as of yet. But, for the

data card not been much of advertisements.


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PLANS

Tariff (POSTPAID)

Tariff PlanMonthly

Rental

Free Usage

Bundled/Month Extra

UsageRoaming

Effective Rental in

Money back offer

(for 12 months)Anytime/Day

Usage

Night

Usage

Broadband+

Pay as you goRs. 299/- Nil Nil

Rs. 1 /

MBNationwide* Rs. 299/-

Broadband+

512 MBRs. 499/- 512 MB Nil 50p/ MB Nationwide Rs. 499/-

Broadband+

10GB @ NightRs. 499/- Nil 10 GB

Rs.

0.5/MinNationwide Rs. 499/-

Broadband+ 1

GBRs. 650/- 1 GB Nil 50p/ MB Nationwide Rs. 650/-

Broadband+ 2



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Broadband+ 3


Broadband+ 1

GB day, 10 GB

Night

Rs. 849/- 1 GB 10 GB 50p/ MB Nationwide Rs. 649/-

Broadband+ 2

GB day, 10 GB

Night


Broadband+ 3

GB day, 10 GB

Night


Broadband+ 5


Broadband+ 10

GB CityRs. 1099/- 10 GB Nil 50p/ MB Citywide Rs. 899/-

Broadband+ 5

GB day, 10 GB

Night


Broadband+ 10

GB day, 10 GB

Night City

Rs. 1298/- 10 GB 10 GB 50p/ MB Citywide Rs. 1098/-

Broadband+ 10

GB

Rs. 1250/- 10 GB Nil 50p/ MB Nationwide Rs. 1050/-


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Broadband+ 10

GB day, 10 GB

Night


Broadband+ 15


Day usage6 AM to 10 PM ; Night Usage

10 PM6 AM

Pack Price Validity

Broadband+ 200MB Pack Rs. 250/- 30 Days

Broadband+ 0.5GB Pack Rs. 500/- 30 Days

Broadband+ 1GB Pack Rs. 715/- 30 Days

Broadband+ 3GB Pack Rs. 935/- 30 Days

Broadband+ 5GB Pack Rs. 1,210/- 30 Days



*Additional usage @Rs.1 per MB


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Future challenges

Introduce a product which would be designed specifically for Indian consumer and satisfy

aspiration of youths.

To match the increased demand patterns in the country.

Launching of innovative products in regular and short intervals.

Reliance products are descending the customer value hierarchy from that of a potential

product towards an expected product.

Competitors like Tata-Indicom, Vodafone, are moving up the hierarchy. So, Reliance will find

it tough to charge the moderately high price it has tilled now charge.

It is also highly likely that Reliance may not fully absorb the consumers who upgrade from

slow speed internet connection device USB modem to broadband. Hence, Reliances market

share might not grow as good as their competitor Tata-Indicom or BSNL. Reliances major


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challenge lies in entering the premium market through an upgraded version of wireless data

card the way it did in mobile business.


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OBJECTIVE OF THE PROJECT

To know the feedback of customers regarding the services which are being provided by the

company.

To understand the importance of client relationship with the company.

To understand customer satisfaction regarding the products offered by the company.

To find out the problems faced by the customers.

RESEARCH METHODOLOGY

STUDY:

The study was descriptive in nature. A survey was conducted to collect responses from customers

regarding their satisfaction towards Reliance Net Connect

SAMPLE:

POPULATION:- The sample population includes existing customers of Reliance Net connect.

SAMPLE SIZE:-The Sample size for the study was taken as 100 existing customers. The response

was taken on probability method.

TOOLS:-

FOR DATA COLLECTION:- Tools for data collection includes both primary and secondary data

collection method. For primary data collection, the researcher used questionnaire method. The

company information is collected from market, website and manual which are secondary.

FOR DATA ANALYSIS: - For data analysis we have used statistical tools like percentage analysis

and some other useful tools with help of computerized software SPSS.


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Q1 Reliance has up to date equipment?

Tabular Presentation:

Reliance has up to date equipment?

Frequency Percent Valid Percent

Cumulative

Percent

Valid Strongly Agree 42 42.0 42.0 42.0

Agree 43 43.0 43.0 85.0

Neutral 11 11.0 11.0 96.0

Disagree 4 4.0 4.0 100.0

Total 100 100.0 100.0

Diagrammatic Presentation:


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Interpretation:

From the above pie chart it can be interpreted that 42% consumers strongly agree with the

statement that Reliance has up to date Equipment, 43% agree with the statement, 11% have Neutral

reactions, whereas 4% totally disagree. Further we can conclude that more that 80% customers are

agree that reliance has up to date equipment.

Q2 Reliance employees are well dressed and appear neat?


Reliance employees are well dressed and appear neat?


Cumulative

Percent


Agree 35 35.0 35.0 77.0


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Neutral 18 18.0 18.0 95.0

Disagree 4 4.0 4.0 99.0

Strongly Disagree 1 1.0 1.0 100.0

Total 100 100.0 100.0


Interpretation:

It can been seen that 42% consumers strongly agree that Reliance employees are well dressed and

appear neat, 35% agree with the statement, 18% consumers have Neutral reaction, 4% disagree the

statement and 1% Strongly Disagree with this statement. It has been observed from the survey that

more than 75% customers are agree on the statement that Reliance employees are well dressed and

appear neat and only 5% customers are disagree.

Q3 When Reliance promises to do something by certain time, it does so?


When Reliance Promise to do something by certain time, it does so?


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Cumulative

Percent


Agree 52 52.0 52.0 78.0

Neutral 10 10.0 10.0 88.0

Disagree 10 10.0 10.0 98.0


Total 100 100.0 100.0


Interpretation:

From the above diagram it can be seen that 26% strongly agree that when Reliance promise to do

something by certain time, it does so, 52% agree with it, 10% are neutral, 10% disagree with the

statement and 2% strongly disagree with the statement. It can be concluded by saying that more

than 75% customers are agree with the statement.

Q4 When you have problems Reliance is sympathetic and reassuring?


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When you have problems Reliance is Sympathetic and reassuring?


Cumulative

Percent


Agree 42 42.0 42.0 76.0

Neutral 12 12.0 12.0 88.0

Disagree 11 11.0 11.0 99.0


Total 100 100.0 100.0


Interpretation:


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34% customers strongly agree with the fact that when customers faces some problem Reliance is

sympathetic and reassuring, 42% agree with the statement, 12% have neutral reactions, 11%

disagree with the statement, 1% strongly disagree with the fact. It has been observed that more

than 75% customers are agreeing that Reliance is sympathetic and reassuring.

Q5 You do not receive prompt service from Reliance Employees?


You do not receive prompt service from Reliance Employees?


Cumulative

Percent


Agree 42 42.0 42.0 70.0

Neutral 23 23.0 23.0 93.0

Disagree 6 6.0 6.0 99.0


Total 100 100.0 100.0



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Interpretation:

28% customers strongly agree that they do not receive prompt services from Reliance employees,

42% agree with it, 23% have neutral reactions, 6% disagree with the statement, and 1% strongly

disagree. Further it can be concluded by saying that 70% customers are agreeing that they receive

prompt service from Reliance Employees and Only 7% disagree the statement.

Q 6 You can trust the employees of Reliance?


You can trust the employee of Reliance?


Cumulative

Percent


Agree 48 48.0 48.0 77.0

Neutral 16 16.0 16.0 93.0


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Disagree 5 5.0 5.0 98.0


Total 100 100.0 100.0


Interpretation:

29% customers strongly agree that they can trust the employees of Reliance majority of the people

i.e. 48% agree with it, 16% have neutral reactions, 5% disagree, whereas 2% strongly disagree with

the statement. It has been observed that more than 70% customers can trust the employees of

Reliance only 7% customers disagree the statement.

Q7 Price of Reliance Net Connect is Reasonable?


Price of Reliance Net Connect is Reasonable.


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Cumulative

Percent


Agree 43 43.0 43.0 73.0

Neutral 10 10.0 10.0 83.0

Disagree 16 16.0 16.0 99.0


Total 100 100.0 100.0


Interpretation:

From the above pie chart it can be interpreted that 30% customers strongly agree that price of

Reliance Net Connect is Reasonable, a majority of 43% customers agree that price is Reasonable,

10% are Neutral, 10% disagree, while 1% strongly disagree. It has been observed that more than 70%

customers are happy with the price of Reliance Net Connect and only 11% customers are not

satisfied.

Q 8 Service in timely manner true value of money?


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Services in timely manner true value of money.


Cumulative

Percent


Agree 55 55.0 55.0 74.0

Neutral 7 7.0 7.0 81.0

Disagree 15 15.0 15.0 96.0


Total 100 100.0 100.0


Interpretation:

19% customers strongly agree that service provided to them is timely manner and they get true

value of money, a majority of customers i.e. 55% agree with the statement, 7% are neutral, 15%


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disagree the statement and 4% strongly disagree. It has been observed that More than 70%

customers are agree that they invest their money in right product and they are getting true value of

money only 19% disagree the statement.

Q 9 Speed of Reliance Net Connect is as per Commitment.


Speed of Reliance Net connects is as per Commitment.


Cumulative

Percent


Agree 31 31.0 31.0 42.0

Neutral 24 24.0 24.0 66.0

Disagree 31 31.0 31.0 97.0


Total 100 100.0 100.0



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Interpretation:

11% customers strongly agree that speed of Reliance Net Connect is as per commitment made,

majority i.e. 31% agree, 24% have neutral reactions, 31% disagree whereas 3% strongly disagree.

From the survey we get balance reaction for the speed of Reliance Net Connect i.e. 34% are not

satisfied with the speed of Reliance Net Connect and only 41% customers are satisfied with the

speed.

Q10 Billing System of Reliance Communication for Net Connect is Convenient.


Billing system of Reliance Communication for Net connects is convenient.


Cumulative

Percent


Agree 22 22.0 22.0 28.0

Neutral 21 21.0 21.0 49.0


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Disagree 39 39.0 39.0 88.0


Total 100 100.0 100.0


Interpretation:

From the above pie chart it can be interpreted that 6% customers strongly agree with the statement

that billing system of Reliance Communication for the Net Connect is convenient, 22% agree, 21%

are neutral, majority i.e. 39% disagree with the statement and 12% strongly disagree. It has been

observed from the survey that more than 50% customers are not satisfied with the billing system of

Reliance communication for Net connect in comparison to 28% satisfied customers.

Q11 Tariff Plans of Reliance Net Connect is for all Segments.


Tariff plans of Reliance Net connect is for all segments.


Cumulative

Percent


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Agree 43 43.0 43.0 77.0

Neutral 11 11.0 11.0 88.0

Disagree 11 11.0 11.0 99.0


Total 100 100.0 100.0


Interpretation:

34% customers strongly agree that tariff plans of Reliance Net Connect is for all segments, majority

of customers i.e. 43% agree, 11% have neutral reactions, 11% disagree and 1% customers strongly

disagree with the statement. It has been observed that more than 75% customers are agrees that

tariff plans of Reliance Net connect is for all segments only 12% disagree the statement.

Q12 Plan which you are currently using?



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Plan which You are currently using?


Cumulative

Percent

Valid BB 3GB 52 52.0 52.0 52.0

1 GB Day 10 GB Night 12 12.0 12.0 64.0

2 GB Day 10 Night 6 6.0 6.0 70.0

3 GB Day 10 GB Night 3 3.0 3.0 73.0

Silver 22 22.0 22.0 95.0

Gold 5 5.0 5.0 100.0

Total 100 100.0 100.0


Interpretation:

A majority of customers i.e. 52% customers are using Broadband 3GB plan, 12% customers have 1GB

day 10GB night plan, 6% customers have 2GB day 10GB night plan, 3% customers have 3GB day


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10GB plan, 22% have Silver plan and 5% Gold plan. It can be seen from above that the best plan and

most preferred plan of Reliance Net Connect is BB 3GB.


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RECOMMENDATION

Proper availability of Datacard must be made- Proper availability of DATACARD should be

made at all Stores.

Some plans should be launched which satisfies Customers- Company should come with

some good and effective plans to make the customer satisfied.

Billing System should be improved- Majority of respondents complain about the after sales

services like billings, and interruption in the network so the quality of after sales services

should be improved.

Sales promotion should be done with regards to DATACARD- Sales promotion should be

done through Reliance world as well as by the media so that the sales volume of DATACARD

can increase.

It should strengthen its networking- Reliance should strengthen its distribution network and

also focus on creating more web worlds with easy accessibility outside cities as they are

perceived to be authentic by consumers.


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Proper awareness about the Plan must be made- proper awareness should be generated

among the customers about the different plans of Datacard which are provided by the

company.

Rental charges should be reduced- Rental charges should be reduced as it creates

unnecessary burden on customers.


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CONCLUSION

Weak signal and slow net connection speed could be a deterrent for Reliance data cards.

The schemes of RELIANCE WORLD are better in comparison to other.

Network is not proper in some areas.

Customers do not prefer postpaid due to rental boundation.

Sales Executive fined it difficult to explain the plans of postpaid due to time constraints.


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RELIANCE WORLD have strong customer segment in corporate.

Lacking in promotional activity.

billing problem

Strong scheme for postpaid plan should be launched.

RELIANCE, TATA and BSNL are the leading companies with neck to neck competition.


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BIBLIOGRAPHY

BOOKS REFERED

Marketing Management- Philip Kotler

Reliance Communication Brochures.

WEBSITES:

www.relianceworld.com

http://en.wikipedia.org/wiki/Broadband_Internet_access

http://en.wikipedia.org/wiki/Wireless_internet_service_provider

http://www.rcom.co.in/Communications/Aboutus/pdf/Code_of_Conduct.pd.

www.broadbandindia.com

www.google.com
http://en.wikipedia.org/wiki/Wireless_internet_service_providerhttp://en.wikipedia.org/wiki/Wireless_internet_service_providerhttp://www.broadbandindia.com/http://www.broadbandindia.com/http://www.broadbandindia.com/http://en.wikipedia.org/wiki/Wireless_internet_service_provider


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http://www.rcom.co.in/Communications/Aboutus/aboutus_home.html.
http://www.rcom.co.in/Communications/Aboutus/aboutus_home.htmlhttp://www.rcom.co.in/Communications/Aboutus/aboutus_home.htmlhttp://www.rcom.co.in/Communications/Aboutus/aboutus_home.htmlhttp://www.rcom.co.in/Communications/Aboutus/aboutus_home.htmlhttp://www.rcom.co.in/Communications/Aboutus/aboutus_home.htmlhttp://www.rcom.co.in/Communications/Aboutus/aboutus_home.htmlhttp://www.rcom.co.in/Communications/Aboutus/aboutus_home.html


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Dear Respondent,

I am a student of MBA (MM) of Prestige Institute of Management and Research (Indore),doing research project on Study on Different plans of Reliance Net Connect and which isthe best selling plan for the month of May and June 2010 . Along with this letter, there isa short questionnaire that asks a variety of questions .Your participation is voluntary and itwill take couple of min. to complete. So, please give your valuable participation.Sincerely,

Rohan Ahuja

Name (optional)

Email ID (optional) ________________________________

Contact No. (Optional) .

I. Sex

Male [ ] Female [ ]

ii. Age Group:

15 or younger [ ] 16-22 [ ] 23-29 [ ]

30-39 [ ] 40-49 [ ] 50 or over [ ]

iii. Occupation:

Business [ ] Student [ ] Employed [ ]


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Self employed [ ] Other [ ]

1. Reliance has up to date equipment.

A)Strongly Agree B) Agree C) Neutral D) Disagree E) Strongly Disagree

2. Reliance employeess are well dressed and appear neat.

A) Strongly Agree B) Agree C) Neutral D) Disagree E) Strongly Disagree

3. When Reliance Promise to do something by certain time, it does so.

A) Strongly Agree B) Agree C) Neutral D) Disagree E) Strongly Disagree

4. When you have Problems Reliance is sympathetic and reassuring.


5. Do you receive prompt service from Reliance employees.


6. You can trust the employees of reliance.

A)Strongly Agree B) Agree C)Neutral D) Disagree E) Strongly Disagree

7. Price of Reliance Net connects is reasonable.


8. Services in timely manner true value of money.


9. Speed of Reliance Net connects is as per Commitment.


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A) Strongly Agree B) Agree C)Neutral D) Disagree E) Strongly Disagree

10.Billing system of Reliance Communication for Net connects is convenient.


11.Tariff plans of Reliance Net connect is for all segments.


12.Name the plan which you are using currently

...

LEARNING

Doing a project in RELIANCE WORLD, Indore, was a great opportunity to practically understand and

experience the marketing field.

I express my deep sense of gratitude to RELIANCE WORLD for giving me this opportunity and for

providing platform to undergo training, and get the valuable knowledge of telecom industry.


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As RELIANCE WORLD is a telecom company the project was totally a marketing project hence

it helped me to practically understand the telecommunication world.

The Company helped me to understand various schemes.

The Company also helped me to understand every step of their competitors in the market.

The Company also helped me to understand how various departments perform their work

efficiently.

During the survey it is observed what are the real problems faced by the customer.

Meeting different people in various segments, interviewing with corporate and actual users

helped me to learn the basics of telecom industry.

During the survey I came to know the real competition between the major players of

telecom industry. It helped me to understand the future of telecom industry with its

opportunities and threats.

During my summer internship at Reliance World I have achieved the following target:

80 Prepaid Connections

25 postpaid connections

11 Handsets

06 AFCH

01 Robo camp

01 Big TV


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INTRODUCTION

INDIAN TELECOM SCENARIO- AT A GLANCE

The Indian Telecommunications network with 429.72 million for the quarter ending March

2009 is the fifth largest in the world taking the teledensity up to 36.98 and is the second

largest among the emerging economies of Asia.


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Today, it is the fastest growing market in the world and represents unique opportunities for

U.S. companies in the stagnant global scenario. The total subscriber base is expected to reach

500 million by next year.

India had 109.7 million rural mobile subscribers at the end of the first quarter, up by 18

percent from 93.2 million users in the fourth quarter of last year.

Despite the global economic slowdown Indias mobile phone market continues to be

unaffected by the economic slowdown, with 11.9 million new mobile subscribers in April

2009. Thats a 45 percent greater increase than in the same month last year. The wireless

technologies currently in use are Global System for Mobile Communications

(GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5

CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering

2000 towns across the country.

EVOLUTION OF THE INDUSTRY-IMPORTANT MILESTONES

History of Indian Telecommunications

Year

1851First operational land lines were laid by the government near Calcutta (seat of British

power)

1881Telephone service introduced in India

1883Merger with the postal system


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1923Formation of Indian Radio Telegraph Company (IRT)

1932Merger of ETC and IRT into the Indian Radio and Cable

Communication Company (IRCC)

1947 Nationalization of all foreign telecommunication companies to form the Posts,

Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of

Communications

1985 Department of Telecommunications (DOT) established, an exclusive provider of

domestic and long-distance service that would be its own regulator (separate from the postal

system)

1986 Conversion of DOT into two wholly government-owned companies: the Videos

Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar

Telephone Nigam Limited (MTNL) for service in metropolitan areas.

1997Telecom Regulatory Authority of India created.

1999Cellular Services are launched in India. New National Telecom Policy is adopted.

THE COMPANY

RELIANCE COMMUNICATIONS AT A GLANCE

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group

(ADAG) of companies. It is listed on the National Stock Exchange and the Bombay Stock

Exchange, and is Indias leading integrated telecommunication company with over 80 million

customers. The 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


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applications wih a constant endeavour to achieve customer delight by enhancing the

productivity of the enterprises and individuals. It is ranked among Asia's 6 Topmost

Valuable Telecom Companies and is India's foremost truly integrated telecommunications

service provider. The company's customer base of over 31 million including close to 1

million individual overseas retail customers, and is rated among the Top 10 Asian Telecom

companies. Reliance Communications corporate clientele includes 600 Indian and 250

multinational corporations, and over 200 global carriers.

The company has established a pan-India, next generation, integrated (wireless and wire

line), convergent (voice, data and video) digital network that is capable of supporting best-of-

class services spanning the entire Infocomm value chain, covering over 6000 towns and

3,00,000 villages. Reliance Communications owns and operates World's largest next

generation IPenabled connectivity in fr astructure, comprising over 150,000 kilometres of

fibre optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region.

The company's subsidiary, FLAG Telecom owns World's largest private undersea cable

system, spanning 65,000 kilometres connects the top business centres in developed and

emerging markets across 6 continents.

Reliance Communications has interests in Direct To Home (DTH) TV also, known as "Big

TV". It plans to launch its DTH business by July 2008. Once launched, RelCom will have

presence across all B2C communications channel in one of the fastest growing markets in the

world.

On the 30th December 2008, Reliance became the first telecom company in India to operate

in both CDMA as well as GSM technologies.

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 headedlybuilt Indias largest private sector company virtually from scratch, had stated

as early as1999: 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.


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It was with this belief in mind that Reliance Communications (formerly Reliance Infocom)

started laying 60,000 route kilometres of a pan-India fibre 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 wire

line) and convergent (voice, data and video) digital network. It is capable of delivering a

range of services spanning the entire infocom (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, relationship and help to develop these

concepts. Together, these ideas can be converted into products and services that have great

market potential.

CHAIRMAN'S PROFILE: ANIL DHIRUBHAI 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.


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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.

VISION AND MISSON OF RELIANCE COMMUNICATION

VISION:

We will leverage our strengths 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 unparalleled value to create customer delight and enhance

business productivity. We will also generate value for our capabilities beyond Indian borders

and enable millions of India's knowledge workers to deliver their services globally.

VALUES:


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We will put customer first at all times, and built long term relationship with them.

We shall believe interpretation and keep every commitment that we make.

We will operate with honesty and integrity interpretation all our dealings.

We treat every individual with dignity and respect.

We will approach every endeavor with zeal & an attitude towards excellence.

MISSION:

To attain global best practices and become a world-class communication service

provider guided by its purpose to move towards greater degree of sophistication and

maturity

To work with vigor, dedication and innovation to achieve excellence in service

Quality, reliability, safety and customer care as the ultimate goal.

To consistently achieve high growth with the highest levels of productivity.

To be a technology driven, efficient and financially sound organization.

To contribute towards community development and nation building.

To encourage ideas, talents and value systems.

.

INDIA S LEADING INTEGRATED TELECOM COMPANY :

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group

(ADAG) of companies. Listed on the National Stock Exchange and the Bombay 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


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constant endeavour 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

endeavour to further extend our efforts beyond the traditional value chain by developing and

deploying complete telecom solutions for the entire spectrum of society.

Sister Concern of Reliance


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MAJOR PLAYERS IN TELECOM INDUSTRY

BSNL:


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Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom 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 more than 2.5 million WLL subscribers and 2.5

million Internet Customers who access Internet through various modes viz. Dial-up, Leased

Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE

ISP in the country. Scaling new heights of success, the present turnover of BSNL is more

than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US

$ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth

about Rs.630,000 million (US $ 14.37 billion).

BHARTI AIRTEL:

Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts

and innovations to its credit, ranging from being the first mobile service in Delhi, first private

basic telephone service provider in the country, first Indian company to provide

comprehensive telecom services outside India in Seychelles and first private sector service

provider to launch National Long Distance Services in India. Bharti Tele-Ventures Limited

was incorporated on July 7, 1995 for promoting investments in telecommunications services.

Its subsidiaries operate telecom services across India. Bhartis operations are broadly

handled by the company: the Mobility group, which handles the mobile services in 16 circles

out of a total 23 circles across the country; They have so far deployed around 23,000 km of

optical fiber cables across the country, coupled with approximately 1,500 nodes, and

presence in around 200 locations. Consolidate its position to be the leading integrated

telecommunications services provider in key markets in India, with a focus on providing

mobile services.

TATA TELESERVICES:


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Tata Teleservices is part of the Tata Group. Tata Teleservices spearheads the Groups

presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch

CDMA mobile services in India with the Andhra Pradesh circle.

The company acquired Hughes Telecom (India) Limited [now renamed Tata Teleservices

(Maharashtra) Limited] in December 2002. With a total Investment of Rs 19,924 Crore, Tata

Teleservices has created a Pan India presence spread across 20 circles that includes Andhra

Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai, North East,

Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh

(E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company is

the market leader in the fixed wireless telephony market with a total customer base of over

3.8 million.

IDEA CELLULAR:

Idea Cellular is a wireless telephony company operating in various states in India. It initially

started in 1995 as a joint venture among the Tatas, Aditya Birla Group and AT&T by

merging "'Wings Cellular'" operating in Madhya Pradesh, Uttar Pradesh (UP) West,

Rajasthan and Tata Cellular as well as Birla AT&T Communications.

Initially having a very limited footprint in the GSM arena, the acquisition of Escotel in 2004

gave Idea a truly pan-India presence covering Maharashtra, Goa, Gujarat, Andhra Pradesh,

Madhya Pradesh, Chhattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan

and Delhi (inclusive of NCR). The company has its retail outlets under the "Idea n' U"

banner. The company has also been the first to offer flexible tariff plans for prepaid

customers. It also offers GPRS services in urban areas.

AN OVERVIEW OF CURRENT MARKET SCENARIO


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Reliance Communications (formerly Reliance Communications Ventures) is one of India's

largest providers of integrated communications services. The company has more than 20

million customers and serves individual consumers, enterprises, and carriers, providing

wireless, wire line, long distance, voice, data, and internet communications services through a

number of operating subsidiaries. The company sells communications and digital

entertainment products and services through its chain of Reliance Web World retail outlets.

The company's Reliance Infocom subsidiary provides wireless communications services

throughout India. Reliance Communications is part of the Reliance - Anil Dhirubhai Ambani

Group.

The current network expansion undertaken by Reliance is the largest wireless network

expansion undertaken by any operator across the world. It was with this belief in mind that

Reliance Communications (formerly Reliance Infocom) started laying 60,000 route

kilometres of a pan-India fibre optic backbone. This backbone was commissioned on 28

December 2002, the auspicious occasion of Dhirubhais70th birthday, though sadly after his

unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity,

integrated (both wireless and wire line) and convergent (voice, data and video) digital

network. It is capable of delivering a range of services spanning the entire infocom

(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. We will leverage our strengths 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 unparalleled value to create

customer delight and enhance business productivity. We will also generate value for our

capabilities beyond Indian borders and enable millions of India's knowledge workers to

deliver their services globally.

Awards and Achievements:


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Reliance Communication Limited

CHAIRMAN

PRESIDENT PRESIDENT

PRESIDENT

(PRESONAL BUSINESS) (ENTERPRISES BUSINESS) (HOMEBUSINESS)

SENIOR V.P

V.P

GM

DGM

AGM

SENIOR MANAGER

MANAGER

DEPUTY MANAGER

ASST. MANAGER

MANAGEMENT TRAINEE

Corporate Governance


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Organisations, like individuals, depend

for their survival, sustenance and

growth on the support and goodwill of

the communities of which they are an integral part, and must pay back this generosity in

every way they can...

This ethical standpoint, derived from the vision of our founder, lies at the heart of the CSR

philosophy of the RelianceADA Group.

While we strongly believe that our primary obligation or duty as corporate entities is to our

shareholders we are just as mindful of the fact that this imperative does not exist in

isolation; it is part of a much larger compact which we have with our entire body of

stakeholders: From employees, customers and vendors to business partners, eco-system,

local communities, and society at large.

We evaluate and assess each critical business decision or choice from the point of view of

diverse stakeholder interest, driven by the need to minimise risk and to pro-actively address

long-term social, economic and environmental costs and concerns.

For us, being socially responsible is not an occasional act of charity or that one-time token

financial contribution to the local school, hospital or environmental NGO. It is an ongoing

year-round commitment, which is integrated into the very core of our business objectives

and strategy.


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Code of Conduct

Reliance ADAG continually reviews corporate governance best practices to ensure that

they reflect global developments. It takes feedback into account, in its periodic reviews of the

guidelines to ensure their continuing relevance, effectiveness and responsiveness to the needs

of local and international investors and other stakeholders.

Our code of conduct and business policies encompass the following areas:

Values and commitments

Code of ethics

Business policies

Ethics management

Prevention of sexual harassment


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LITERATURE REVIEW

GOVERNMENT POLICY AND GUIDELINES

In 1994, the Government announced the National Telecom Policy which

defined certain important objectives, including availability of telephone on demand,

provision of world class services at reasonable prices, ensuring India's emergence as

major manufacturing / export base of telecom equipment and universal availability of

basic telecom services to all villages. It also announced a series of specific targets to

be achieved by 1997. Access to telecommunications is of utmost importance for

achievement of the country's social and economic goals. Availability of affordable

and effective communications for the citizens is at the core of the vision and goal of

the telecom policy. The objectives of the NTP 1999 are as under:

Access to telecommunications is of utmost importance for achievement of the

country's social and economic goals. Availability of affordable and effective

communications for the citizens is at the core of the vision and goal of the telecom

policy.

Encourage development of telecommunication facilities in remote, hilly and tribal

areas of the country;

Create a modern and efficient telecommunications infrastructure taking into account

the convergence of IT, media, telecom and consumer electronics and thereby propel

India into becoming an IT superpower;

Transform in a time bound manner, the telecommunications sector to a greater

competitive environment in both urban and rural areas providing equal opportunities

and level playing field for all players;


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Strengthen research and development efforts in the country and provide an impetus to

build world-class manufacturing capabilities.

Achieve efficiency and transparency in spectrum management.

Protect defence and security interests of the country.

Enable Indian Telecom Companies to become truly global players.

MARKETING STRATEGIES OF RELIANC

COMMUNICATION:

To spend Rs 16,000 crore to expand and strengthen network coverage. After

expansion, Reliance Communications will have the single largest wireless network in

the world Launched the lowest-cost classic brand handset at Rs 777 Will add 23,000

more towers Telecom services will be available in over 23,000 towns and 600,000

villages. To gave out lots of free minutes to users to create an existing user base.

Reliance is cutting down on Capital Expenditure since it already has the network and

now believes it also has the user base and will be able to generate good cash flows.


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INTRODUCTION OF THE PROJECT

OBJECTIVE OF THE STUDY

Tostudy the market share of CDMA mobile service.

To study the customer satisfaction of Reliance mobile with special reference to

CDMA Technology.

To study the customer preference toward different mobile service provider.

To study the customer relation with Customer satisfaction with special reference to

Occupation level.

To study the customer preference toward mobile phone technology like GSM and

CDMA.

SCOPE OF STUDYThe present study is contained in INDORE city and it is decided to consider all leading

mobile operators like AIRTEL, R-GSM, RCDMA, TATA-INDICOM, VIRGIN, IDEA,

VODAFONE and BSNL for the survey.


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CDMA MOBILE SERVICE PROVIDERS

Reliance

Reliance Post paid Plans Designed For Your Calling Needs:Reliance Mobile post-paid plans are 'designed to fit' your calling needs. If you arelooking for some great tariffs, we are sure to have one appropriate for you. You canchoose your plan from a variety of affordable tariff plans. Gone are the days when

you were bound to a particular handset and phone number. Now set yourself free withthe new Get Started Kit from Reliance Mobile Guidelines for a Post paid Get StartedKit

A Post paid Get Started Kit cannot be used with:Reliance prepaid or post paid handsets with a pre-allotted number. Any activeReliance post paid handset. Reliance handsets that are damaged or reported as lost.Submit the application form to a Reliance representative, and remember that you will

be able to use the phone only after your application is registered in the Reliancesystem.

Our network travels with you:Travelling is an integral part of life in today's world. When you are on the move, keepin touch with business associates, friends and your loved ones through RelianceMobile's roaming service, which offers excellent coverage in and outside India. Youcan be sure to enjoy the best coverage, wherever you go.

National Roaming:Stop costly roaming. Start National roaming all over the country, at zero rental withReliance mobile.


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Tata Indicom

Tata Indicom Postpaid Plans

The most apt and suitable postpaid mobile phone is now ready to offer both prepaid andpostpaid mobile phone connections. It should be noted that Tata Indicom postpaid mobileplanSTD charges are one of the lowest in India for distances falling within a circumferenceof around 500 kilometers with no additional airtime charges. Offering superior voice clarity,congestion free networks, high speed data access are the primary priorities of the company inaround 1000 cities.

Tata Indicom is the nation's first company to introduce International roaming with a OneWorld One Number T-SIM card. This T-SIM card will help switch between CDMA andGSM networks without using a different SIM card. Tata Teleservices had a merger withCDMA and GSM network in about 178 countries. With Tata Indicom's Telecommunicationservices the whole world had turned one single home.

Tata Indicom's which empowers with many unique features:

1.One World One Number T-Sim Card: which helps to enjoy both CDMA and GSM servicesby selecting any one from both type networks.

2. One Number: will help reach anywhere in the world with the same Tata Indicom mobilenumber.

3. One Phone: The new Dual WORLDPHONE (GLOBALMOTO) has been introduced forthe first time in India; which has the capability of working with both CDMA and GSMnetworks. It helps enjoy services which the company offers, no matter where-ever one goes.

4. One Caller Line Identity: Even being on roaming when one makes an outgoing call, theCLI will be displayed on the phone of the called party.

5. One Zone One Tariff: This facility helps provide easy to afford and safe tariffs for any callthat one makes while roaming internationally in GSM countries.

6. One Bill: One can now find local and international roaming calls in the same monthly bill.


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About- Reliance World

Reliance World (formerly Reliance Web World) is a world-class nationwide chain of retail

stores 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 stores are connected to Reliances countrywide optic fibre network. The

Broadband Centre at Reliance World leverages this broadband network to bring you

innovative digital services.

RELIANCE WEBWORLD INCLUDES

Reliance Web World is a new age destination, which has applications that will change the

way you would experience Information, Communication, Entertainment and do business.


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A typical Reliance Web World has 3 Zones:

The Customer Convenience Centre to service Reliance India Mobile customers. A Broadband

Centre with a Video ConferencingRoom and 2 Virtual Offices for executives to use from

over 240 locations across 110 cities in India. Each Reliance Web World has a Real

Broadband Centre Lounge with 40 Workstations for Real Broadband Surfing, Multi-Player

Gaming and Video Chat.

Awards

2009

Reliance World won the first prize in the Service Retail categoryand was awarded the VM&RD Retail Design Award for its storein Mulund (Mumbai) at the In-Store Asia 2009 awards function.

2008

Reliance World was presented with the Frost & Sullivan Market Leadership award for itsoutstanding contribution to the Video Conferencing industry and achieving a customer-basedleading position in the market in 2007-2008.

2007

Polycom-the industry leader in unified collaboration solutions-presented Reliance World with the Top Service Provider award.

2006Reliance World received the Market Leadership Award for VideoConferencing services for the year 2005-2006 instituted by Frost &Sullivan.Polycom-the industry leader in unified collaborationsolutions-presented the Polycom 2006 APAC Excellence inMarketing Award to Reliance World.


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RESEARCH WORK

Study:-The study was descriptive in nature. A survey was conducted to collected to retailerresponses and suggestions regarding RelianceCDMA mobile

SAMPLE:-

POPULATION:- The sample population includes both prepaid and post paid retailers.

SAMPLE SIZE:- The sample size for the study was taken as 115 which includes both post

paid and prepaid retailer. The response was taken on probability sampling method.

TOOLS:-

1.)FOR DATA COLLECTION:-

Tools for data collection includes both primary and secondary data collection method. Forprimary data collection, the researcher used questionnaire method. The company information

is collected from market, website and manual which are secondary data

2.)FOR DATA ANALYSIS

For data analysis we have used statistical tools like percentage analysis and other useful tools

with the help of computerized software SPSS 16.0


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Sample Distribution

Table given below gives you sample break-up according to where I interact with the

respondents:-

Gender

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid male 84 73.0 73.0 73.0

female 31 27.0 27.0 100.0

Total 115 100.0 100.0


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Age group


Cumulative

Percent

Valid 12-25 43 37.4 37.4 37.4

25-40 46 40.0 40.0 77.4

40-55 23 20.0 20.0 97.4

55 and above 3 2.6 2.6 100.0

Total 115 100.0 100.0


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Occupation

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Student 37 32.2 32.2 32.2

Government

employee20 17.4 17.4 49.6

Private employee 25 21.7 21.7 71.3

Businessman 15 13.0 13.0 84.3

Housewife 7 6.1 6.1 90.4

Self Employed 11 9.6 9.6 100.0

Total 115 100.0 100.0


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Mnthly income

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid


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Interpretation:

From the above Pie Chart it can be observed that majority of the customers that is 60%customers are prepaid users and 40% customers are post paid users.

Which type of user are you?


Cumulative

Percent

Valid Prepaid 69 60.0 60.0 60.0

Postpaid 46 40.0 40.0 100.0

Total 115 100.0 100.0


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Interpretation:

It can be observed from above figure that majority of the customers that is about 60% use

Reliance CDMA as their service provider, 33% use Tata Indicom and only about 1% uses any

other service provider.

Which CDMA service provider do you have?

Frequency PercentValidPercent

CumulativePercent

Valid Reliance

CDMA74 64.3 64.3 64.3

TATA Indicom 39 33.9 33.9 98.3

Any Other 2 1.7 1.7 100.0

Total 115 100.0 100.0


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Advertisment Family&

Friends

Dealer FeelGood

offers total

Student 20 8 0 1 8 37

service class 15 11 9 1 8 44

Businessman 9 3 5 5 4 2648 25 14 8 20

20. 54%

8.21%

0.0%

1.3%

8.22%

Student

Advertisment

Family & Friends

Dealer

Feel Good

offers

What made you to go to this mobile provider?


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\

15.34%

11.25%

9.21%

1.2% 8.18%

service class

Advertisment 9 15 9 48 20

Family & Friends 3 11 3 25 8

Dealer 5 9 5 14 0

Feel Good 5 1 5 8 1

offers 4 8 4 20 8

9.35%

3.12%

5.19%

5.19%

4.15%

Businessman

Advertisment

Family & Friends

Dealer

Feel Good

offers


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Interpretation:

From the above bar graph it can be seen that majority of the customers that is about 66% havegiven Rank 1 to call and SMS rates while selecting the service provider.

Call and SMS rates

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 77 67.0 67.0 67.0

2 20 17.4 17.4 84.3

3 9 7.8 7.8 92.2

4 2 1.7 1.7 93.9

5 7 6.1 6.1 100.0

Total 115 100.0 100.0


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Network


Cumulative

Percent

Valid 1 26 22.6 22.6 22.6

2 33 28.7 28.7 51.3

3 36 31.3 31.3 82.6

4 11 9.6 9.6 92.2

5 9 7.8 7.8 100.0

Total 115 100.0 100.0

Interpretation:From the above bar graph it can be observed that Majority of the customers that is about 31%have given Rank 2 and Rank 3 to network while selecting the service provider.


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Value Added Services

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 5 4.3 4.3 4.3

2 18 15.7 15.7 20.0

3 27 23.5 23.5 43.5

4 48 41.7 41.7 85.2

5 17 14.8 14.8 100.0

Total 115 100.0 100.0

Interpretation:It can be interpreted from above figure that majority of the customers that is 41% rank valueadded services on 4thposition while selecting the service provider.


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Reliance CDMA

Frequency Percent Valid PercentCumulativePercent

Valid 1 52 45.2 45.2 45.2

2 22 19.1 19.1 64.3

3 6 5.2 5.2 69.6

4 8 7.0 7.0 76.5

5 14 12.2 12.2 88.7

6 8 7.0 7.0 95.7

7 3 2.6 2.6 98.3

8 2 1.7 1.7 100.0

Total 115 100.0 100.0

Interpretation:From the above bar graph it can be interpreted that majority of the customers that is 45%customers prefer Reliance CDMA as a service provider in comparison to other service

providers.


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TATA Indicom

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 37 32.2 32.2 32.2

2 29 25.2 25.2 57.4

3 8 7.0 7.0 64.3

4 5 4.3 4.3 68.7

5 10 8.7 8.7 77.4

6 12 10.4 10.4 87.8

7 9 7.8 7.8 95.7

8 5 4.3 4.3 100.0

Total 115 100.0 100.0

Interpretation:After Reliance CDMA the next service provider which is preferred by customers is TataIndicom about 32% customers prefer Tata Indicom in CDMA.


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Airtel

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 10 8.7 8.7 8.7

2 22 19.1 19.1 27.8

3 33 28.7 28.7 56.5

4 22 19.1 19.1 75.7

5 12 10.4 10.4 86.1

6 10 8.7 8.7 94.8

7 4 3.5 3.5 98.3

8 2 1.7 1.7 100.0

Total 115 100.0 100.0

Interpretation:

After Reliance CDMA and Tata Indicom the next service provider which is most preferred by

the customers is Airtel. About 28% customers prefer Airtel as their service provider.


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Idea

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 4 3.5 3.5 3.5

2 11 9.6 9.6 13.0

3 33 28.7 28.7 41.7

4 22 19.1 19.1 60.9

5 15 13.0 13.0 73.9

6 13 11.3 11.3 85.2

7 7 6.1 6.1 91.3

8 10 8.7 8.7 100.0

Total 115 100.0 100.0

Interpretation:From the above bar graph it can be observed that Airtel and Idea have same percentage ofcustomers that is 28% in GSM .


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BSNL

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1 3 2.6 2.6 2.6

2 17 14.8 14.8 17.4

3 17 14.8 14.8 32.2

4 22 19.1 19.1 51.3

5 22 19.1 19.1 70.4

6 18 15.7 15.7 86.1

7 10 8.7 8.7 94.8

8 6 5.2 5.2 100.0

Total 115 100.0 100.0

Interpretation:

From the above bar graph it can be observed that BSNL is been preferred by customers in

GSM by only 19.13% customers.


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