A

PROJECT REPORT
ON
“A COMPARATIVE STUDY OF CUSTOMER

RESPONSE FOR USING RELIANCE INDIA

MOBILE”

SUBMITED BY

RAVI KUMAR AGRAWAL

(BBA 3re YEAR)

THE BACHELOR OF BUSINESS ADMINISTRATION

PROGRAMME
2005 – 2008

SINHGAD COLLEGE OF COMMERCE

1
 CERTIFICATE

This is to certify that the project report titled is the bonafied work carried out
by Mr. RAVI KR. AGRAWAL student of BBA-III year of Sinhgad
College of Commerce, Pune for fulfillment of BBA degree of the
University of Pune.

He has worked under our guidance and direction. His work is found to be
satisfactory and complete in all respect.

Dr. V S Mangale V.I.Swami

[Principle, SCC, Pune] [project guide]

Date: Date:
Place: Place:

2
3
 ACKNOWLEDGEMENT

This project bears imprint of all those who have directly or indirectly helped
and extended their kind support in completing this project. At the time of
making this report I express my sincere gratitude to all of them.

I express my profound gratitude to Mr.Shadab Khan,Marketing

Manager(HORECA/E&D) & Mr.Gaurav Suri(Team Leader) for their
constant guidance.

At this moment I also thank my parents and God for the blessings showed
upon me and also my friends for their valuable suggestions

Ravi Kumar Agrawal

4
 INDEX

SERIAL NO. PARTICULARS PAGE NO.

I INTRODUCTION 6

7
I.1 About the study
I.2 Objective 10
I.3 Significance 11
I.4 Scope and Limitation 12

ORGANISATION PROFILE 13
II

II.1 History 14
II.2 About the organisation 21
II.3 Board of directors 26
II.4 Services offered by 27
organisation
III CONCEPT METHODLOGY 30
III.1 Concept 31

III.2 Primary Data 32

III.3 Secondary Data 32

III.4 Tools and Technique of Data Collection 33

IV Data Analysis
35

v Summary,Conclusion and Suggestions 45

Bibliography 48
Annexure 49

5
INTRODUCTION

6
ABOUT THE STUDY

Mobile service is a vital part of any country for its growth and contributing
national income.

Especially in today’s fast changing dynamic world the accurate and fast
communication of information is of crucial importance in all the parts of
life. India move towards globalization, especially in the service sector.
Mobile services constitute a core concept for any economy characterized by
growing information intensity.

In addition to providing basic service it is being increasingly used in

connection with a broad range of economy, production and distribution
activities delivery of social services and government administration. It also
contributes to the quality of life and attainment of various social political
and security related objectives.

Mobile Service is one of the fastest growing services industries in the world.
The Indian government was quick to realize that for the new economic
reforms to succeed in improving India’s competitiveness in the global
market its mobile services must improve.

In India there has been tremendous growth in mobile service. Mobile

services are used by almost 60% of Indian population and it is increasing
year by year. It results into increase the sale of cell phone. Advertisement of
mobile services is also increased. Mobile service is intangible in
nature.

Reliance is one of the biggest service providers of mobile in India. There are
other different types of service providers like BSNL, Tata Indicom,
VODAFONE, IDEA, etc.

Service Provider changes the lifestyle and luxury of the people. It provides
different type of services like – eTicketing, Broadband Surfing, ring tones,
games ,songs, Video Conferenceing, e learning, etc.

India have 178 million wireless subscribers and China have 480 million
subscribers

7
If we look at Indian telecom overview then we will find that India is Largest,
fastest growing and most competitive markets

Parameter Current Status Global Position

Telecom Subcribers 218 million 4th largest

Telecom Penetration 19.3%

(%)
Wireless Subcriber 178 million 4th largest

Wireless Penetration 15.7% Among the lowest

(%)
Fixed line subscribers 40 million

Broadband Subscribers 2 million Significant growth

Minutes of Usage

Revenue per minute ~ $0.02 Among the lowest

Mobile Service Provider

Reliance

Reliance India Mobile has taken its optic fiber to the streets of 693 cities and
targeted residential complexes where it could provide broadband
connectivity using fast Ethernet transmission technology.

8
BSNL

The government-owned Bharat Sanchar Nigam Ltd. (BSNL) has adopted

technology to squeeze more out of its copper lines & planning to offer cable
television channels in alliances with local multisystems operators (MSOs) &
leading broadcasters. BSNL, the country’s largest telecom company, has
already rolled out broadband connectivity using digital subscriber line
(DSL) technology to make the best use of its last-mile copper wire in select
cities in the first phase.

Bharti Telenet

Bharti Telenet, the fixed-line unit o Bharti Tele-ventures, planned to invest

Rs.140 crore during 2003-04 in its national capital region
(NCR) operations to implement DSL technology at its existing last-mile
copper. Bharti telenet has offered its services with the brand name, Touchtel
& aimed to increase revenues from fixed line services by driving data usage.

Tata Indicom

Tata Indicom, the umbrella brand of Tata group’s telecom services is set to
roll out its wireless-Fidelity (Wi-Fi) services in India, around 150 to 200
locations in about 12 to 15 months. Tata Indicom had already launched its
Wi-Fi services at FiveBarista coffee outlets in Mumbai, under its phase – 1
plan for the coffee chain.

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OBJECTIVE OF THE STUDY

Main objectives

● To analyze customer problem management and making strategy in order

to retain them.
● To find out the main reason of consumer buying and the perception of
consumer before and after sales service.
● To study the strength and weakness of Reliance India Mobile.
● To suggest possible measure for enhancing the brand image.

Other objectives
● To Asses the attitude of consumer towards Reliance India Mobile
●To design customer retention for Reliance India Mobile.
●To develop good relationship with customer by maintaining database.
●To provide required information to customer regarding this to solve their
problem.

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SIGNIFICANCE OF THE STUDY

1. Significance of study is to grasp the knowledge of reliance India

Mobile.

2. The significance of study is to know the market status of the company.

3. The significance of study is to know about the services given by

Reliance India Mobile.

4. The significance of study is to make the people aware of Reliance

India Mobile.

5. The significance of study is to make the conclusion of the study.

SCOPE AND LIMITATION OF THE STUDY

11
SCOPE

1. The scope of the study is to know about Reliance India Mobile.

2. To make the market survey and know about consumer behaviors.

3. To sell the Reliance India Mobile.

4. To conduct the road shows wherever necessary.

5. To create a customer’s data base which will help to identify the hot
and potential customers.

LIMITATION

1. Survey duration was limited only for two months.

2. Unawareness of the survey in the minds of people, as much there
was some difficulties in collection of data.
3. Biased response of the respondents affects the data analysis.
4. Respondents in all the surveys were not the owners which affects
conclusion

5. The survey area was small.

12
ORGANISATION PROFILE

13
HISTORY OF THE COMPANY

1999 The Dream, 1999

"Make a phone call cheaper than a postcard and you will usher in
a revolutionary transformation in the lives of millions of
Indians" - Dhirubhai Ambani

The Reality, November 15

Reliance India Mobile begins Project Planning

2001 May 1
First Media Convergence Node made "Ready for Electronics" at
Jaipur
2002 January 15
First Base Transceiver Station (BTS) made "Ready for
Electronics"
February 25
Obtains International Long Distance License from Govt. of India

December 24
Establishes 1st Point of Interconnect (POI) in New Delhi

December 27
Hon'ble Prime Minister of India, Atal Behari Vajpayee e-
inaugurates Reliance India mobile.

2003 January 15
Introduces Dhirubhai Ambani Pioneer Offer for Reliance India
Mobile service

February 14
Launches Reliance Web World in top 16 cities

March 31
Launches International Long Distance Services

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April 3
Commissions all backbone rings

April 25
Introduces colour handsets

May 1
Launches Reliance IndiaMobile Service commercially in top 92
cities
with one million customers.

June 10
Launches India's first wireless Point of Sale (POS)

July 1
Introduces "Monsoon Hungama" Offer: Instant multimedia
mobile phone and connection for just Rs 501.

Sets world record - acquires one million customers in 10 days

July 3
Launches R Connect Internet connection cable

Aug 26
Introduces Reliance IndiaPhone Fixed Wireless Phone and
Terminal

September 20
"Navratri" a data service in R-World posts a world record of 10
million downloads on the first day of the launch.

September 30
R World clocks a phenomenal 1 billion hits in 1 month

October 6
Launches integrated broadband centre at Reliance Web World,
Bangalore

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October 24
Deploys pilot of Home Netway in Mumbai

October 30
Reliance becomes India's largest mobile service provider within
7 months of commercial launch

November 3
Customer base touches 5 million

November 12
Migrates to Unified License Regime

November 16
Launches National Roaming

November 21
Launches International SMS to 159 countries launched

December 19
Adds 4500th Contact Centre Executive
Contact Centre becomes the largest such facility deployed by
any single Indian Service Provider

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 September 6
2004 Mukesh D.
January 12Ambani, Chairman, Reliance India Mobile, receives
Voice & Datawholesale
International "Telecom telecommunications
Man of the Year" award service provider,
FLAG Telecom amalgamates with Reliance Gateway, a wholly
September 9
owned subsidiary of Reliance Infocomm
Introduces Railway Ticket booking from R World data
applications
February 9 suite of Reliance India Mobile
Launches RIM Prepaid with attractive offer - For Rs 3500 get a
October
Motorola12 C131 mobile phone and Rs 3240 worth of re- charge
Mukesh
vouchers instantlyvoted
Ambani the world’s
and stay most
connected forinfluential
1 year telecom
person by UK-based publication Total Telecom.
March 22
October
Reliance 19Infocomm launches multi-player gaming on RIM
Reliance
handsets -India Mobile
a first bags the CDMA Development Group's
in India
3G CDMA Industry Achievement Award for International
Leadership.
April 05
Reliance India Mobile introduces International Roaming
2005 January
facility to04
172 countries, 300 networks
Reliance introduces first e-recharge facility in CDMA in India.
April 23
January 24 Mobile introduces first ever auction facility on
Reliance India
Reliance India Mobile
Mobile phones throughannounces
R World. mega rural plan to cover 4
lakh villages and 65 crore Indians by December 2005.
May 27
June 26 India Mobile receives the Most Promising Service
Reliance
Anil Ambani
Provider appointed
of the Year 2003 Chairman of Reliance
(Asia Pacific) awardIndia
at theMobile
Asia
Pacific
July 30Technology Awards instituted by Frost & Sullivan.
Air
JuneDeccan
8 and Reliance WebWorld join hands to offer air
ticket booking
Reliance India facility
Mobile at Reliance World
introduces WebWorld
Card - a Prepaid
International
August 11 calling card for affordable and convenient ISD
calls
XLRI'sfrom India.
Post-Graduate Certificate programme in Logistics
Supply
July 29Chain Management (PGCLSCM) launched on Reliance
WebWorld's virtualFirst
Announces India's classroom
MPLSplatform. firstSolution
Global VPN of its kind
in e-
learning programme
partnership with MCIin India.
August
August 18
5
Reliance
LaunchesIndia Mobile
the first rollsCustomer
regional out international
Contactroaming facility
Centre in
across
Chennaiseveral countries to become the first Indian CDMA
operator to offer its customers such a service.

17
 September 06
Reliance India Mobile tied-up with the Bombay Stock
Exchange to make available live stock quotes on its mobile
phones.

September 21
Apollo Hospital and Reliance India Mobile join hands to
provide top class healthcare service to millions of Indians in
over a hundred Indian cities.

October 13
Reliance Web World wins Frost & Sullivan Market Leadership
Award for Video Conferencing services.

November 12
Reliance India Mobile hosts the 4th global CDMA Operators
Summit.

November 22
Reliance India Mobile joins hands with Indian Airlines to offer
India's first mobile booking of domestic airline ticket.

November 30
Reliance India Mobile introduces MOREbile, redefines
customer rewarding with 33 % more talk time on prepaid
recharges of Rs 315 denomination and above and much more.

December 12
Reliance India Mobile China Telecom sign agreement for
telecom services to provide direct telecommunication service,
including a global hobbling service, to subscribers in the two
countries.

2006 January 01
Reliance India Mobile launches "One Nation, One Tariff" to
enable Reliance IndiaMobile prepaid users to call anywhere in
India at Re one per minute.

January 19
Reliance Demerger adds record Rs.55, 000 Crore to shareholder
wealth

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January 23
TIMES NOW launched on Reliance Mobile Phones, making it
the world’s first TV channel to be launched on a mobile phone.

March 06
Reliance Communications Ventures Ltd. (RCVL), India's
leading integrated telecommunications company, a member of
the Reliance - Anil Dhirubhai Ambani group, lists on the
Bombay Stock Exchange and National Stock Exchange.

March 21
Reliance India Mobile introduces R World in Hindi to become
the world's first operator to offer mobile data services in more
than one language on the same handset. This will make it
possible for millions of Indians to access the popular R World
with hundreds of every-day-use applications in the national
language.

March 23
Reliance-Anil Dhirubhai Ambani Group signs up Indian
cricket's whiz kid and heartthrob of millions Mahendra Singh
Dhoni as the brand ambassador for Reliance Communications
Ventures Ltd.

March 29
Reliance India Mobile becomes India’s first telecom operator to
launch seamless inter-standard international roaming service -
1World.1Number, with single number on international CDMA
and GSM networks.

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ABOUT THE ORGINATION

Late Mr. Dhirubhai Ambani Mr. Anil Dhirubhai Ambani

Reliance India Mobile is the outcome of late Dhirubhai Ambani’s dream of

bringing about a digital revolution in India that will bring to every Indian’s
doorstep an affordable means of information and communication.

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Reliance India Mobile is one of India's largest mobile service brands with
over 16 million subscribers. It became the country’s largest mobile service
brand within seven months of its launch on May 1 2003. It is now available
in over 4,500 cities and towns across India.

Reliance India Mobile network runs on CDMA2000 1x technology. The

CDMA2000 1x technology has superior voice and data capabilities as
compared to peer cellular mobile technologies. CDMA 2000 1x utilizes the
scarce radio spectrum more efficiently than other technologies hence is often
more cost-effective than others. Better voice clarity, data speeds of up to 144
Kbps and, and seamless migration to newer generation mobile technologies
are some of other key distinctions of the CDMA2000 1x technology.

."Make the tools of service available to people at an affordable cost. They

will overcome the handicaps of illiteracy and lack of mobility", was how
Dhirubhai, as he was fondly called, spelt out Reliance Mobile Service
mission in late 1999. He firmly believed the country could use information
and communication technology to overcome its backwardness and
underdevelopment.

Reliance India Mobile is a high-capacity, integrated and convergent (voice,

data and video) digital network. The network is designed to offer services
that span the entire Infocomm value chain - infrastructure, services, both for
enterprises and individuals, applications, and consulting. The network is
designed to deliver services and applications that will change the way we
Indians live. It will harbinger a New India.

The Indian rural market with its vast size and demand base offers great
opportunities to marketers. Our nation is classified in around 450 districts,
and approximately 630000 villages, which can be sorted in different
parameters such as literacy levels, accessibility, income levels, penetration,
distances from nearest towns, etc.

70 % of India's population lives in 627000 villages in rural areas. According

to the NCAER study, there are almost twice as many 'lower middle income'
households in rural areas as in the urban areas.

The rural markets can not be over looked in any case. Reliance India Mobile
does have the intense network in so called remote areas and the reach and
coverage is larger then any other privet GSM/CDMA network.

21
Therefore the marketing in rural area is vital and equally important as the
rural area is also a big and lucrative market in terms or users and developing
prospects.

This marks the beginning of Reliance's dream of ushering in a digital

revolution in India by becoming a major catalyst in improving quality of life
and changing the face of India. It aims to achieve this by putting the power
of information and communication in the hands of the people of India at
affordable costs.

Reliance India Mobile will extend its efforts beyond the traditional value
chain to develop and deploy telecom solutions for India's farmers,
businesses, hospitals, government and public sector organizations.

The revenues from Reliance India Mobile are expected to grow at an

average growth rate of 10.20 percent during the forecast period with higher
data usage and multimedia services.

Reliance India Mobile has achieved many a milestone in a short period. It

was voted "India's Most Trusted Telecom Brand" by AC Nielsen in 2003. In
July the same year, Reliance India Mobile created a world record by adding
one million subscribers in 10 days through its "Monsoon Hungama". Nearly
90 per cent of Reliance India Mobile handsets are data-enabled that can
access hundreds of Java applications on R World which again is a unique
distinction in the world.

Reliance India Mobile made mobile phones affordable to common man

through innovative pricing and advanced yet affordable multimedia
handsets. Small wonder that the country’s teledensity has grown in the last 6
years or so the way it has.

VISION

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 "We will leverage our strengths in executing complex global-scale projects
to make leading edge information and communication services affordable by
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 while
enabling millions of India's knowledge workers to deliver their services
globally".

DREAM
Late Dhirubhai Ambani built Reliance from scratch and in 25 years got it a
place among the world’s top Fortune 500 corporations. The fact that he took
barely a quarter of a century to do that is what makes this achievement
special.

Though rooted in traditional Indian values, Dhirubhai was a quintessential

modern man – a man of the New Millennium. This was reflected in his
passion for mega-sized projects, state-of-the-art technology, and high
productivity.

His corporate philosophy was short: "Think big. Think differently. Think
fast. Think ahead. Aim for the best". At Reliance, he inspired all to better the
best in the world.

Dhirubhai was clear that education alone can empower people. A great
communicator himself, he communicated to inspire, guide, educate, and,
motivate. Dhirubhai knew the power of information and communications
and how it can be harnessed to achieve these goals and to make time and
distance irrelevant.

Dhirubhai would often say that if a telephone call could be made cheaper
than the post card in India, it will transform every home, empower every
Indian, remove every roadblock to opportunity and growth, and demolish
every barrier that divides our society. He was of the view that
communication would energize enterprises, galvanize governance, and make
learning an experience and life, exciting. Reliance India Mobile is a
fascinating outcome of this powerful conviction, a major initiative to
translate this dream into reality.

23
Substantial unlocking of value to over 2 million shareholders and
maximization of shareholder value is their key mantra.

Customer Care
24 X 7 Customer care

Quality policy

They are committed to provide best-in-class customer care for Reliance

customers through world class technology, processes & response
mechanisms.

EXISTING PORTFOLIO OF TOWERS

24
Current network coverage in over ~10,000 towns and 300,000 villages.

BOARD OF DIRECTOR

25
 • Shri Anil D. Ambani – Chairman

• Prof. J Ramachandran

• Shri S.P. Talwar

• Shri Deepak Shourie

• Shri A.K.Purwar

SERVICES OFFERED BY COMPANY

R World

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The Java-based R World suite of Reliance India Mobile applications is
unique in India and the world. It enables the introduction of complex
Internet applications on mobile phones quickly and efficiently. R World
receives over 1.5 billion hits per month from RIM users.

R World offers a wide range of applications including hour-to-hour news

updates, high quality video streaming, downloadable multilingual Ring
Tones, seasonal updates including festival specials, city & TV guides, exam
results, astrology, mobile banking, bill payment stock and commodity prices
and railway and airline ticket booking.

With over 150 data applications offering varied services, R World has
become a treasure house of Knowledge, Information, Entertainment and
Commerce - unique to any wireless service in India.

R Connect

Reliance offers India's only nationwide wireless Internet connectivity

through R Connect service by leveraging its pan-India high speed
CDMA2000 1x wireless network. R Connect is also India's fastest growing
Internet connectivity service with over 300,000 subscribers in less than
seven months. Subscribers can connect to Internet on the move at data
speeds of up to 144 Kbps from their laptops or other mobile computing
devices with an R Connect Cable connected to their Reliance India Mobile
phones or by using an R Connect Card inserted into the PCMIA slot in their
laptop. A customer can connect to Internet using R Connect Cable plugged
to Reliance India Phone Fixed Wireless Terminals and Phones.

Broadband Surfing

When you log in at a terminal in the Broadband Centre @ Reliance

Communication, you are connected to the Internet through Reliance’s next
generation, high-speed, countrywide fiber optic network.

Game Box

Turn your computer screen into a high-voltage gaming arena. Play real-time,
multi-player, multi-city, online games. Choose from a wide range of online
gaming titles from almost all gaming genres - First Person Shooters, Real-

27
time Strategy, Sports Simulations, Family Games, Action, Racing, Role
Players, to name a few.

Digital Services

Print, scan, copy data, laminate and do amazing things with your images
and data. For instance, transfer your favorite image onto your favorite T-
shirt. Or get your personalised letterhead designed and printed.

eLearning @ Reliance WebWorld

Going beyond the realm of online courseware, Reliance Communication

facilitates learning through new, exciting methods, using technology to its
advantage. Premier institutes like IIM Bangalore, XLRI and XIMB offer
various Management Programmers utilizing Reliance Communication’s
Virtual Classroom powered by Video Conferencing.

eTicketing

Book Air Deccan and Kingfisher Airlines tickets at Reliance

Communication. For tickets booked at Reliance Communication, you can
reschedule, cancel and get an instant refund at any Reliance Communication
across the country.

Video Conferencing

Get into a room equipped with state-of-the art videoconferencing equipment,

take your seats and hold meetings with people or teams in different
locations. All this without investing a penny on technology. Corporate use
this service for recruitment interviews, sales reviews, training, event
broadcasts, press conferences, product launches and many more activities.

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Digital Electronic News Gathering (DENG)

Using optic fibre broadband connectivity, DENG enables transmission of

video footage from Reliance Communication. With this service available in
86 cities, it is no wonder that almost all news channels and news-gathering
agencies in India utilise the DENG service. The service can also be utilised
by advertising agencies, ad film producers and Movie film houses.

Tele-medicine

Reliance Communication, in association with Apollo Hospitals, has brought

quality healthcare almost to the doorsteps of people. Now you don’t have to
travel long distances to consult specialist doctors from Apollo Hospitals. Use
Reliance Communication’s Tele-medicine service powered by Video
Conferencing to have a face-to-face consultation with your Apollo doctor
even though you are miles away from an Apollo hospital.

Virtual Mall

Go on a shopping spree at Reliance Communication without having to lug

heavy shopping bags around. Currently you can order personalized coffee
mugs, books, movies and music at our associate websites and pay at
Reliance Communication. Your goods are delivered to your doorstep.

29
CONCEPT METHODOLOGY

30
CONCEPT

RESEARCH METHODOLOGY

Research can be defined as systematized effort to gain new knowledge. A

research carried out by different methodologies, which have their own pros
& cons. Research methodology is a way to solve research in studying &
solving a research problem along with the logic behind them is defined
through research methodology. Thus, when we talk of Research
methodology, we not only talk of the research methods but also consider the
logic behind the methods. We use in context of our research study & explain
the we are using a particular method or techniques & why we are not using
others so that research results are capable of being evaluated either by the
researcher himself or by others.

TYPES & METHOD OF RESEARCH

Descriptive research includes surveys & facts finding enquiries of different

kinds. It is a description of state of affairs as it exists; it is also called as ex
post-facto-research. Here researcher has no control over the variables what
he does. He reports only what has happened or what is happening?
Here qualitative & quantitative methods are clearly defined & sampling
population well defined. The methods of research utilised in descriptive
research are survey methods of all kinds, Including comparative & co
relational methods.

31
DATA SOURCE

Research included gathering Primary data and Secondary data.

PRIMARY DATA is a first hand data, which are collected afresh, & thus
happen to be original in character.

SECONDARY DATA is the data which are collected from other sources
like Internet, Newspaper, Magazines, etc.

This project was done in order to have crucial information about customer
response for using Reliace India Mobile. This research was done on the
prospective customers of RIM of Kondhwa, PUNE. The response was
generated through two pages questionnaire in which various questions were
asked about the customers existing.

32
Tools and Technique of Data Collection

Research Tools
The questionnaire is by far most common instrument used to collect primary
data.
A questionnaire consists of set of questions presented to the respondents for
their answers. In research, carefully chosen questions & their forms, working
& sequence is important. By considering all the facts the questionnaire was
designed. This is type of structured questionnaire.
To be successful, questionnaire should be comparatively short &simple i.e.,
the size of the questionnaire should be kept to the minimum. Questions
should proceed in logical sequence moving from easy, more difficult
questions. Personal & intimate questions should be left to the end. Technical
terms & vague expression capable of different interpretations should be
avoided in a questionnaire. Questions may be dichotomous, multiple choice
or open ended.
In this research work I prepared two paged structured questionnaire. It
included general questions to gather information about the customer
response for using broadband services.

33
METHOD OF SAMPLING

1. RANDOM SAMPLING
The type of sampling is also known as Trans sampling or probability
sampling where each & every item in the population has an equal chance of
inclusion in the sample.
In this research random sampling has been done in order to choose the
respondents.

2. SAMPLING UNITS:
It gives the target population that will be sampled. This research was carried
in Reliance Mobile, Kondhwa, Pune. For this research target respondents
were the customer of Reliance India Mobile.

3. SAMPLING SIZE:
Large sample gives reliable results than small sample. But, it is not feasible
to target entire population or even a substantial portion to achieve reliable
results.
This project maintained sample size of 50 respondents, which are customer
of Reliance India Mobile..

4. DATA COMPUTATION & ANALYSIS:

After the data has been collected, it was tabulated & findings of the project
were presented followed by analysis & interpretation to reach certain
conclusions.

34
DATA ANALYSIS

35
 Q1.How you came to know about Reliance India Mobile?
[ ] Television [ ] Newspaper
[ ] Friends and Relatives [ ] Others

Television Newspaper Friends & Others

Relatives
18 22 7 3

14% 6% 36%
44%

Television Newspaper
Friends & Relatives Other

Conclusion

It is found that maximum percentage of user came to know about RIM

through Newspaper.

36
 Q2.Why you use Reliance India Mobile?

[ ] Network Coverage [ ] Tariff Plans/Range

[ ] Economical [ ] Customer Care Support

Network Tarrif Economical Customer Care

Coverage Plans/Range Support
23 9 16 2

4%
32% 46%
18%

Network Coverage Tariff plans/Range

Economical Customer care support

Conclusion

It is found that maximum percentage of user use RIM because of its

network coverage.

37
 Q3.Which service you use by Reliance India Mobile?

[ ] Postpaid [ ] Prepaid

Postpaid Prepaid
9 41

18%

82%

Postpaid Prepaid

Conclusion

It is found that maximum percentage of user use Prepaid service by RIM.

Q4. Which type of voucher you generally use for prepaid service?

38
 [ ] RS. 399 [ ] Rs. 875
[ ] Rs.215 [ ] Other

Rs. 399 Rs.875 Rs.215 Others

15 5 10 20

40% 30%

20% 10%

Rs.399 Rs.875 Rs.215 Other

Conclusion

It is found that maximum percentage of user use other voucher for

prepaid service.

Q5. How you rate Reliance India Mobile?

39
 [ ] Good [ ] Average [ ] Bad

Good Average Bad

37 11 2

22% 4%

74%

Good Average Poor

Conclusion

It is found that maximum percentage of users finds RIM Good.

Q6. Since how many years you are using Reliance India Mobile?

[ ] Less than 1 year [ ] 1 -2 years

40
 [ ] 2-3 years [ ] More than 3 years

Less than 1 year 1-2 years 2-3 years More than 3

years
16 26 5 3`

10% 6% 32%

52%

less than 1 year 1-2 year

2-3 year More than 3 year

Conclusion

It is found that maximum percentage of user is using RIM since 1-2

years.
Q7. Do you use Internet (GPRS) Service in your mobile?

[ ] Yes [ ] Occasionally
[ ] Seldom [ ] No

41
Yes Occasionally Seldom No
13 28 6 3

12% 6% 26%

56%

Yes Occasionally Seldom No

Conclusion

It is found that maximum percentage of use GPRS service occasionally.

Q8. Do you use Value Added Services (VAS) in your mobile?

[ ] Yes [ ] Occasionally
[ ] Seldom [ ] No

42
Yes Occasionally Seldom No
42 5 1 2

10% 2%4%

84%

Yes Occasionally Seldom No

Conclusion

It is found that maximum percentage of user use VAS in RIM.

Q9. Are you satisfied with Customer Care Service?

[ ] Yes [ ] No

43
Yes No
32 18

36%
64%

Yes No

Conclusion

It is found that maximum percentage of user are not satisfied with

Customer Care Service.
SUMMARY

To summarise this project I would like to start with the main objective of the
survey. It was the first opportunity for me to practically interact with the

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people and customers of Reliance India Mobile to know their satisfaction
level.

The industry chosen by me was the service industry and the company is
Reliance.I had visited Reliance Mobile, kondhwa where I meet different
people to collect information. The first step in this contest was to make a
questionnaire that should cover all the desired information to be needed.
The next step was to give the report in the systematic shape to present it in a
better way. Both forms of data collected i.e. primary and secondary method
are applied in the survey
Reliance India Mobile is the first company to launch prepaid service in the
country.
.
The availability of recharge voucher was not found good in some area.
Network coverage was not found good in some area.

During my course of action in Reliance India Mobile I found that

competition level high, there fore a detailed and continue event planning and
implementation is essential.

The project undertaken is beneficial for the company and such event must be
continued.

A set of recommendations is also submitted as the part of the project that can
be considered while designing new events and schemes.

CONCLUSION

1. It is found that maximum percentage of user came to know about RIM

through Newspaper.

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 2. It is found that maximum percentage of user use RIM because of its
network coverage.

3. It is found that maximum percentage of user use Prepaid service by

RIM.

4. It is found that maximum percentage of user use other voucher for

prepaid service.

5. It is found that maximum percentage of users finds RIM Good.

6. It is found that maximum percentage of user are using RIM since 1-2
years.

7. It is found that maximum percentage of use GPRS service

occasionally.

8. It is found that maximum percentage of user use VAS in RIM.

9. It is found that maximum percentage of user are not satisfied with

Customer Care Service.

SUGGESTIONS

1. There are still great potential of customers who are not satisfied with
the service of the service provider, so if reliance provide clear, good

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 quality of voice transmission, billing and complaint response time it
can attract large chunk of customer.

2. The major drawback of RIM was that fax was not available, so
company should take initiative to make fax facilities.

3. The availability of recharge vouchers should be made available when

required by the customers. As this given the first good impression
about the company.

4. The network coverage should be improved over the period of time.

5. Call rates on talk time is affordable so it should be maintained at this

level.

6. Distribution channels should be handled properly as they are

inefficient.

7. After sales service is required to be maintained properly, which is not

up to mark?
8. The customer care executive should be more efficient in handling the
customers and also more friendly and polite in their conversation
while dealing with the customer.

9. Bill statement should be provided to the customer when demanded.

10.There should be more offers like festival offers by service providers.

11.Price should be within the reach of customers.

12.Company should promote RIM as a source of employment then

company can build their social image also.

BIBLIOGRAPHY

Books

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 • Kotler and Armstrong, The Principle of Management, Edition 2002
• Kothari C.R. – Research Methodology, Edition 2004, New Age
Internationl Publication, 2nd Edition.

Websites:

• www.google.com

• www.relianaceinfo.com

• www.indiacellular.com

• www.tataindicom.com

• www.worldmarketanalysis.com

ANNEXURE

Q1.Name ………………………………………..

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Q2.Age:
[ ] Under 18 [ ] 18-25
[ ] 26-35 [ ] 36-45
[ ] Over 45

Q3.Sex:
[ ] Male [ ] Female

Q4.Occupation:
[ ] Service [ ] Student
[ ] Business [ ] Other _______________

Q5.Annual Income (Gross):

[ ] Below 1 Lac [ ] 1 Lac – 3 Lac
[ ] 3 Lac – 5 Lac [ ] 5 Lac – 7 Lac
[ ] 7 Lac & Above

Q6.How you came to know about Reliance India Mobile?

[ ] Television [ ] Newspaper
[ ] Friends and Relatives [ ] Others

Q7.Why you use Reliance India Mobile?

[ ] Network Coverage [ ] Tariff Plans/Range
[ ] Economical [ ] Customer Care Support
[ ] Other ______________

Q8.Which service you use by Reliance India Mobile?

[ ] Postpaid [ ] Prepaid

Q9. Which voucher you generally use?

[ ] Rs. 875 [ ] Rs.399
[ ] Rs. 215 [ ] Other______
Q10. How you rate Reliance India Mobile?
[ ] Good [ ] Average [ ] Bad

Q11. Since how many years you are using Reliance India Mobile?
[ ] Less than 1 year [ ] 1 -2 years

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 [ ] 3-5 years [ ] More than 5 years

Q12. Do you use Internet (GPRS) Service in your mobile ?

[ ] Yes [ ] Occasionally
[ ] Seldom [ ] No

If yes then how you like it?

[ ] Good [ ] Average [ ] Bad

Q13. Do you use Value Added Services (VAS) in your mobile?

[ ] Yes [ ] Occasionally
[ ] Seldom [ ] No

If yes then which VAS you generally use?

[ ] Ringtones [ ] Wallpapers
[ ] News [ ] Exams Results
[ ] Games [ ] Other______________

Q14. Are you satisfied with Customer Care Service?

[ ] Yes [ ] No

The survey is conducted by Reliance Infocomm.

All the details and information are promised to keep confidential.
Thank you for your precious time and efforts to complete the questionnaire.

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