A

PROJECT REPORT
ON

A STUDY ON CONSUMER SATISFACTION OF

RELIANCE COMMUNICATION
(R-COM)

Submitted in partial fulfillment for the

Award of degree of
Master of Business Administration

SUBMITTED BY SUBMITTED TO
Anil Kumar Mr. Sheela Dashora
MBA Part II Assistant Professor

(BATCH 2008-10)
 DECLARATION

I here by declare that the project report on “A STUDY ON CONSUMER

SATISFACTION OF RELIANCE COMMUNICATION (R-COM)”

Has been surveyed and compose by me and has not previously formed the
basis for award of any degree of business management.

The work contain in this report is authentic matters drawn from other known

sources are properly mentioned. All kind of resemble of any published or

unpublished work to this report are purely coincidental in nature.

Signature

(ANIL KUMAR)

Place: Udaipur

2
PREFACE

I undertook my project in RCOM, a leading Telecom service provider. During

the project I had worked on the project ““A STUDY ON CONSUMER

SATISFACTION OF RELIANCE COMMUNICATION (R-COM)” at Udaipur.

I gained valuable experience & knowledge during the survey. The project

consists of my findings after tabulation of collected data, then analyzed

conclusions were drawn and finally suggestions were put forward.

The preface say about the working culture of RCOM which is a FOBO

(franchise owned business operations) type of organization, competitive

market of telecom industry shows the promotion scheme of R-com as to make

a higher sales in the market. As according to the sales promotional strategies

are concerned there are various sales promotional activities, which include

sales promotional schemes that attract the potential customers who are eager

to make Reliance as their brand of choice.

3
 ACKNOWLEDGEMENT

A project usually falls short of its expects on unless guided by the right

person. At right time success of a project is an outcome of sincere efforts

channels in the right direction, professional guidance this project would not

have been completed without the direct or indirect help and guidance of such

luminaries. They provided me with the necessary resource and an

atmosphere conductive for healthy learning and training.

At the outset I would like to take this opportunity to gratefully acknowledge the

very kind and patient guidance I have received from my project guide

MRS. SHEELA DASHORA Assistant professor without his critical evaluation

and suggestion at every stage of the project.

(Signature of student)

ANIL KUMAR

4
EXECUTIVE SUMMARY

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

chain of retail outlets for products and services of the Reliance – Anil

Dhirubhai Ambani Group. It is designed to give the customer a delightful

experience of the digital world of information, communication, entertainment

and utility services. Each outlets has two modules-

 The customer convenience center

 Broadband centre

Reliance World is managed by Reliance Web store Limited, part of the

Reliance – Anil Dhirubhai Ambani Group.
The project entitled –

“A STUDY ON CONSUMER SATISFACTION OF RELIANCE

COMMUNICATION”

Scope of the study

Reliance world outlets in the mobility Behavioral study of Reliance World

Consumers – Mobility Business. The study will be done mainly to find out

about the Users / Prospects of various services of section.

OBJECTIVE OF THE PROJECT

1. To find the perception of the customer regarding Reliance

communication product and services.

2. To find the customer awareness regarding Reliance communication

product and services.

3. To find the preference regarding Prepaid & Postpaid connections.

5
Conclusion
In the present scenario where Communication mediums have brought a

paradigm shift in the growth rate of all socio economic aspects, One can

never leave MOBILE business’ contribution towards the same in presence

of other mediums of communication such as television. In the journey from

its advent to the present it has seen miles ……to be recognized as

MOBILITY Business.

Project carried by: Anil Kumar

Project Guide- MRS. SHEELA DASHORA Assistant professor

6
Contents Page no.
1. Introduction to the Industry 8
2. Introduction to the Company 20
3. Objective of Research 41
4. Research Methodology 43
4.1 Type of Research 48
4.2 Sample Size and method 50
4.3 Research plan 53
5. Data Analysis 56
6. Limitation 64
7. Recommendation and Suggestions 66
8. Conclusion 68
9. Bibliography 71
10. Annexure 73
11. Questionnaire 74

7
 INTRODUCTION

Reliance World

Reliance World is a countrywide network of retail outlets offering a host of

state-of-the art communication and information services along with food and
beverages in a modern ambience. It probably is also the world's largest
network of public access broadband centers. A total of 242 World are
operational in 105 cities and towns across India. The number of World in this
network will further increase to cover nearly 700 towns and cities.

All World outlets have three components: Customer Convenience Centre,

Broadband Centre and Gourmet Café

Customer Convenience Centre is a one-stop sales and customer service point

for Reliance Communication's retail products and services

Broadband Centre brings real broadband experience to Indians for the first
time through a host of unique applications and services. This includes Video
Chat, Multi-location Video Conference, Multi-player Online Gaming, High
Speed Internet, Virtual Office, Digital Storage, Digital Movie, Digital
Customized Music, Digital Electronic News Gathering Service and E-Learning.

Java green, a Gourmet Café with exciting range of food and beverage
products, is designed to provide you a relaxed and refreshing atmosphere in
Reliance World.

8
 Reliance World is managed by Reliance Web store Limited, part of the
Reliance – Anil Dhirubhai Ambani Group.

ANIL DHIRU BHAI AMBANI GROUP

RELIANCE COMMUNICATION

RELIANCE WEB STORE LIMITED

RELIANCE TELCOM

RELIANCE ENERGY

RELIANCE MONEY

9
INDUSTRY PROFILE

Telecommunication Companies in India

The stupendous growth of the telecommunication companies in India over the

last fifteen years can be attributed to the liberal government of India,
economic policy. The economic renaissance effected in the early 1990s
brought around a paradigm shift on the overall business scenario of India. The
telecommunication companies in India went through a huge make-over during
the implementation of the open-market policy of India. The erstwhile closed
market policy was replaced by a more liberal form of economic policy. A whole
new form of Indian Telecommunication Policy was drafted to compliment the
change effected in the economic policy of India. The amendment effected the
new telecommunication policy of India made huge changes with respect to
investments and entry of Foreign Direct Investments (FDI) and Foreign
Institution Investors (FII) respectively, into the virgin Indian telecommunication
market. This resulted entry of private, domestic and foreign
telecommunication companies in India.

The economic contribution made by these newly formed telecommunication

companies of India is really mentioned worthy and this industry witnessed
highest growth after the Indian Information Technology industry. The robust
growth of Indian economy after the economic liberalization in the 1990s
induced massive change in the telecom policy and new draft was framed and
implemented by the 'Telecom Regulatory Authority of India' (TRAI) and
'Department of Telecommunication' (DOT), under the Ministry of

10
Telecommunication government of India. The main aim of these
telecommunication companies in India is to provide basic telephony services
to each and every Indian.

With the advent of private telecommunication companies in India, the industry

witnessed introduction of mobile telephones into the Indian market and it
became popular amongst the Indian masses in no time. Today two types of
mobile phone service providers operates in the Indian market, like the
following -
Global System for Mobile Communications (GSM)
Code Division Multiple Access (CDMA)
The main binding objective for all the telecommunication companies operating
in India are as follows -
To facilitate telecommunication for all Ensuring quick availability of telephone
connectivity Achieve universal service access at affordable price covering all
Indian villages, as early as possible providing world class telecommunication
services
Solving consumer complaints, resolve disputes, and special attention to be
given to public interface To provide widest possible range of services at
reasonable prices To emerges as a major manufacturing base and major
exporter of telecommunication equipment To protect the defense and security
interests of the country Three types of service providers exist in the Indian
telecommunication sector, like the following –

State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar
Nigam Ltd and Mahanagar Telephone Nigam Ltd
Private Indian owned companies like - Reliance Infocomm and Tata
Teleservices.
Foreign invested companies like - Hutchison-Essar, Bharti Tele-Ventures,
Escotel, Idea Cellular, BPL Mobile, Spice Communications etc.

• Bharat Sanchar Nigam Limited

• Videsh Sanchar Nigam Limited

11
 • Mahanagar Telephone Nigam Limited
• Bharti Airtel
• Vodafone Essar
• Reliance Communications
• Tata Teleservices
• Spice Telecom
• Idea Cellular
• Sasken Network Engineering Limited
• BPL Mobile Communications Limited

Bharat Sanchar Nigam Limited

Bharat Sanchar Nigam limited popularly also known as BSNL is an India-

based telecommunication service providing company. BSNL operates under
the guardianship of the Ministry of Communication, Government of India and
Department of Telecommunication, Government of India. Bharat Sanchar
Nigam Limited operates according to the telecommunication policy laid as per
the Indian Telecommunication Acts and Rules. Bharat Sanchar Nigam Limited
was established on 1.10.2000, as a result of the revamping of the erstwhile
Department of Telecommunication, Government of India. Bharat Sanchar
Nigam Limited is world's seventh largest telecommunications company, with a
huge bouquet of telecommunications services. The services offered by BSNL
includes wireline, CDMA mobile, GSM Mobile, Internet, broadband, carrier
service, MPLS-VPN, VSAT, VoIP services, IN Services etc. It is one of the
fast growing and most profitable organization of Government of India.

12
BSNL enjoys market leadership amongst all telecommunication operators in India and
has grown in leaps and bounds. This gigantic Indian telecommunication company
offers seamless service to its customers and it and enjoys market dominance in the
area of basic telephony, rural telephony and Internet connection. Bharat Sanchar
Nigam Limited is dedicatedly working towards bridging the gap between the rural and
urban India digital divide in the ICT sector. This Indian telecommunication company
is one of the market leaders in the Indian telecommunication industry. Further, it has
gain tremendous popularity due to its competitive pricing of tariffs. Further, to retain
its market dominance as a market leader it has formulated aggressive plans for
expansion of its cellular network as per the policy laid in the Tenth
Telecommunication Plan of India. BSNL has one of the widest and deepest
telecommunication networks in India. The governing body has ratified a huge
budgetary allocation of Rs.733 crore in the next three years for the development of
telecommunication infrastructure in India. BSNL is market leader and is vastly
experienced in planning, installation, network integration and maintenance of
switching and transmission networks. Further the company is equipped with a state-
of-the-art Telecommunication Training Institute, which holds ISO 9000 certification.

Bharti Airtel

Bharti Airtel is one of the topmost companies in the telecom sector in India
and is under the Bharti Enterprises Group. Airtel Bharti has been ranked as
the best performance company in the whole world by the Business Week
magazine in 2007.

The Company Bharti Airtel is in India the biggest integrated and also the 1st
telephone service provider in the private sector, which has footprint in around
23 telecom circles. Bharti Airtel Limited has been since its very beginning
using the latest technology and thus the company has paved the way for the
telecom sector in India with its world-class services and products. This has
helped Bharti Airtel Company to grow for the number of its customers has
increased very rapidly over the years. The company has around 50 million

13
customers in 2007 and its market share of mobile subscribers in India is at
23.4%.

The company Bharti Airtel Limited's total revenue amounted to Rs.12,242

crore in 2006- 2007 and the net profit stood at Rs.3,126 crore. The Company
Bharti Airtel is divided into 3 business units that are:
• Broadband & Telephone (B&T) services
• Enterprise services
• Mobile services
Among the various services that the Bharti Airtel Limited Company provides to
its customers, the services of broadband and telephone (B&T) are 1 of them.
The company provides broadband Internet services of high speed for it has
the best network in India. The company Bharti Airtel also provides telephone
services in around 94 cities of the country and this helps the people to stay
connected with one another. The company plans to expand its broadband and
telephone services by providing IPTV services and DTH operations.

Further Bharti Airtel provides enterprise services to its customers. The

services of enterprise provide telecom end-to-end solutions to customers who
belong to the corporate sector and also long distance services to international
and national carriers. The company Bharti Airtel has more than 35,016
kilometers of optic fiber, a submarine landing station, and is also a member of
South East Asia- Middle East- Western Europe- 4. All this has helped the
company to provide the best enterprise services to its customers. The
company Bharti Airtel Limited plans to expand its enterprise services so that it
can achieve the status of a global carrier within a period of 2- 3 years.

The company Bharti Airtel Limited provides mobile services to its customers.
The company provides fixed and mobile wireless services in around 23
telecom circles by using the GSM technology. Bharti Airtel Company has
become the biggest mobile service provider in India on the basis of the
number of customers. The company in the future plans to expand its network

14
in order to establish its presence in more than 500,000 villages all across the
country by 2010.

Bharti Airtel has become a leading company in the telecom sector in India due
to the fact that it has provided the best quality of services to its customers.
And this has been possible for the company has a wide telecom network that
is of the latest technology. The Company Bharti Airtel Limited in the future
also should continue to upgrade its facilities for this will ensure that high grade
of services are provided to its customers.

Vodafone Essar

Vodafone Essar started its operations in India in 1994 and is under the
Vodafone Group. The company Vodafone Essar Limited has become one of
the leading companies in the telecom sector in India due to its high standard
of services that it provides to its customers.

The company Vodafone Essar has its operations in 16 telecom circles of the
country, which covers around 86% of the customer mobile base in India. The
company offers both postpaid and prepaid GSM cellular mobile coverage all
across India and its hold is especially strong in the metropolitan cities. The
company Vodafone Essar Limited provides services like 2G, which are based
on 1800Mhz and 900Mhz GSM digital technology. The company Vodafone
Essar also offers voice and data services.

Vodafone Essar Limited has received many awards over the years such as
the Best Mobile Service in India, Most Effective and Most Creative Advertiser
of the Year, and Most Respected Telecom Company. The company Vodafone
Essar Limited's chairman is Asim Ghosh, vice chairman is Arun Sarin, and
non- executive chairman is Ravi Ruia. The Vodafone Essar subscriber bases
in the cities of India are:
• Kolkata - 1,632,875

15
 • Mumbai - 2,989,970
• Delhi - 3,002,442
• Chennai - 981,996
Vodafone Essar plans to sell the low price handsets from its 4 lakhs
distribution outlets. The company will buy the low cost cell phones from the
firm ZTE that is located in China. The Company ZTE will ship more than 10
million low cost cell phones to India that will then be sold by the company
Vodafone Essar. Vodafone Essar Company also has plans to expand in the
near future and for this it is planning to take a loan overseas of around US$
500 million. The company Vodafone Essar Limited will use the money to
expand the company's network, better its technology, and open more
distribution centers. All these measures will help to increase the customer
base of the company Vodafone Essar.

Vodafone Essar is one of the topmost companies in the telecom sector in

India and is well known for the best quality of products and services offered to
its customers. And this is the reason that the customer base of the company
Vodafone Essar Limited has been increasing at a very rapid pace. The
company is planning to launch low price cell phones in the country and also
expand its operations. This is sure to help the company Vodafone Essar to
grow and prosper even more in the future.

Reliance Communications

Reliance Communications started its operations in 1999 and is under the Anil
Dhirubhai Ambani Group (ADAG) of companies. The company Reliance
Communications Limited has been set up with the aim of providing
communication and information to people at affordable price.

The company Reliance Communications business includes the whole range of

services related to the telecom sector such as fixed line telephones and
mobiles. The business of the company also includes services like broadband,
data services, international and national long distance services. Reliance

16
Communications also provides to its customers a wide range of value added
applications and services. The company is able to provide such a vast range
of services to its customers for it has a high- capacity, reliable, convergent,
and integrated digital network.

The Company Reliance Communications Limited in order to provide the best

quality of services to its customers laid down 60,000 kilometers of optic fiber
all across India. The company launched the Reliance Mobile services in
December 2002 and this has helped to increase the subscriber base of the
company. The company Reliance Communications Limited's subscriber base
has increased a lot over the years and at present stands at 38 million. The
company provides telecommunication services to individuals and enterprises.
Reliance Communications Company has become the leading
telecommunication integrated company in India and the chairman of the
company is Anil Ambani.

Reliance Communications Limited further plans to expand its operations and

also plans to upgrade its technology. This is sure to help the company serve
its customers better and will also increase its subscriber base. The Company
Reliance Communications Limited should always try to provide the best
quality of services to its customers for this would lead to customer satisfaction
and loyalty. And this will in turn help the company to grow and prosper even
more.

Tata Teleservices

Tata Teleservices was set up in 1996 and is under the Tata Group, which is a
group worth around US$ 22 billion and has more than 96 companies. The
company Tata Teleservices Limited has been formed with an investment of
around US$ 7.5 billion.

17
The company Tata Teleservices has helped the Tata Group to have a strong
presence in the telecom sector in India and the chairman of the company is
Mr. Ratan N. Tata. The company was the 1st company in the country to
launch the CDMA mobile services within the state of Andhra Pradesh. Tata
Teleservices Limited offers various kinds of telephone services to its
customers such as wireless desktop phones, wire line services, mobile
services, and public booth telephony. Further the company also offers other
services like value added services such as roaming, group calling, voice
portal, data cards, Internet post paid services, 3- way conferencing, enterprise
services, USB modem, Wi- Fi Internet, and calling card services.

Tata Teleservices Company provides certain other products to its customers

like new data and voice services which include picture messaging, ring tones,
polyphonic, and interactive applications. The company pioneered the CDMA
technology in the country and has reliable infrastructure that ensures the
quality services received by the customers. The Company Tata Teleservices
Limited has provided only high quality services to its customers and this has
helped the company to become a market leader in the telephony fixed
wireless market. The total subscriber base of Tata Teleservices is more than
3.8 million.

The company Tata Teleservices Limited in order to expand its domain, has
acquired the Company Hughes Telecoms (India) Limited in December 2002.
Further the company has made a total investment of around Rs.19, 924 crore
in making an all India presence in around 20 telecom circle. The major
telecom circles where the Company Tata Teleservices has its presence are
Gujarat, West Bengal, Uttar Pradesh, Himachal Pradesh, Rajasthan, Haryana,
Punjab, Madhya Pradesh, and Tamil Nadu. The company provides
employment to more than 6000 people and as the company is expanding it is
going to create over 20,000 jobs in the near future.

Tata Teleservices Limited launched the scheme of non-stop mobile that

allows a subscriber to receive incoming calls free of cost. The company has

18
become the biggest telecom branded retail chain and is also the 1st telecom
service provider in India that offers postpaid mobile connections on line. The
company Tata Teleservices Limited in order to expand its operations has
partnered with Ericsson, ECI Telecom, Lucent, and Motorola so that it can
deploy reliable network that is technologically very advanced. The company
has become a leading company in the telecom sector in India for the quality of
its services that it provides to its customers. And as the company Tata
Teleservices Limited is expanding and upgrading its technology it sure will
help the company to provide even better services to its customers. Tata
Teleservices must continue to provide the best quality of services to its
customers for this will lead to customer satisfaction and loyalty and this in turn
will help the company to grow and prosper.

19
COMPANY PROFILE

20
 RELIANCE
COMMUNICATION

RELIANCE RELIANCE DIRECT DIRECT SALES DISTRI

WORLD WEB WORLD SALES ASSOCIATES(DSA BUTOR
(Co-owned EXPRESS TEAM )
chain of Retail (Frenchisee (DST) (Frenchise for
outlets) owned chain of (Co- postpaid sales).
retail outlets owned
for chain for
communication corporat RETAIL
services only). e sales). ERS

COPORATE
SALES
TEAM

Dhirubhai Ambani had a dream – to put the power of information and

communications in the hands of the common man, at an affordable cost. At

Reliance Communication, we are committed to making that dream come true.

21
With Reliance India Mobile – the first step – we are offering subscribers a

unique combination of affordability and quality. To begin with, we are inviting

subscribers to make local and STD calls over a next generation wireless

network, at a price that is more attractive than current landline rates. What’s

more, in addition to superior voice connectivity, our service also includes high

speed Internet access and advanced data applications.

Reliance India Mobile is Now Reliance Mobile much more than just another

mobile phone service. It’s an opportunity subscribers just cannot ignore!

Abundant limit for a limited spend If you think that having a mobile phone

means high airtime charges and rising bills… think again! Reliance Mobile

provides subscribers with abundant talk time at very attractive rates –

becoming mobile is now easier than ever before!

‘Death of Distance’ Worried about your STD bill? Get Reliance Mobile and
make long distance calls to any Reliance phone in the country at flat, never-
before rates!

Pan India Presence We plan to be present in over 600 cities / towns initially.

Our pan-India network will be the most widespread mobile network in the

country! And we will expand to the entire landmass of India by 2004.

Superior Voice Quality and Data Capabilities over our next Gen network We
bring to you CDMA 1X – a next generation technology with superior voice
quality (less call drops, reduced background noise, minimal interference with

22
other electronic devices) and high speed data capabilities. CDMA is popular
with over 135 million subscribers worldwide, with the number increasing
exponentially.

Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for
a place in the Global Fortune 500 list. This achievement is even more
significant due to the fact, that the entire growth was achieved in an organic
manner and in a span of just 25 years.

Dhirubhai was not just firmly rooted in traditional Indian values, but was also a
quintessentially modern man - the man of the new millennium. This was
clearly reflected in his passion for mega-sized projects, the most advanced
technology and the highest level of productivity.
The corporate philosophy he followed was short simple and succinct - "Think
big. Think differently. Think fast. Think ahead. Aim for the best". He inspired
the Reliance team to do better than the best - not only in India but also in the
world.Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an
acute sense that education alone empowers people. He was a great
communicator. He communicated to inspire, to guide, to educate and to
motivate. He employed telephone as a powerful tool to achieve these goals.
He used telephone to defeat distance, to compress time and to remain
abreast of events. He was acutely aware of the power of information and
communications.
He would often say: "make the tools of communication available to people at
an affordable cost, they will overcome the handicaps of illiteracy and lack of
mobility". He wanted a telephone call to be cheaper than a post card. This, he
believed, would transform every home, empower every Indian, remove the
roadblocks to opportunity and demolish the barriers that divide our society.
Dhirubhai Ambani was of the conviction that communication would energies
enterprises, galvanize governance, make livelihood an enjoyment, learning an
experience, and living an excitement. Reliance communication is a fascinating
outcome of this powerful conviction. It is a major initiative to translate his
inspiring dream into reality.

23
Reliance Communication is the outcome of the late visionary Dhirubhai
Ambani's (1932-2002) dream to herald a digital revolution in India by bringing
affordable means of information and communication to the doorsteps of
India's vast population.

"Make the tools of communication available to people at an affordable cost,

they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai
Ambani charted out the mission for Reliance Communication in late 1999. He
saw in the potential of information and communication technology a once-in-a-
lifetime opportunity for India to leapfrog over its historical legacy of
backwardness and underdevelopment.

Working at breakneck speed, from late 1999 to 2002 Reliance Communication

built the backbone for a digital India - 60,000 kilometres of fibre optic
backbone, crisscrossing the entire country. The Reliance Communication pan-
India network was commissioned on December 28, 2002, the 70th - birth
anniversary of Dhirubhai. This day also marked his first birth anniversary after
his demise July - 6, 2002.

Reliance Communication network is a pan India, high capacity, integrated

(wireless and wire line) and convergent (voice, data and video) digital
network, designed to offer services that span the entire Communication value
chain - infrastructure, services for enterprises and individuals, applications
and consulting. The network is designed to deliver services that will foster a
new way of life for a New India.

Reliance – Anil Dhirubhai Ambani Group

Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among India’s top

three private sector business houses in terms of net worth. The group has

business interests that range from telecommunications (Reliance

24
Communications Ventures Ltd.) to financial services (Reliance Capital Ltd.) to

the generation and distribution of power (ReliancEnergyLtd)

Reliance – ADA Group’s flagship company, Reliance Communications, is

India's largest private sector information and Communications Company with

over 20 million subscribers. The company has established a pan-India, high-

capacity, integrated (wireless and wire line), convergent (voice, data and

video) digital network, to offer services spanning the entire communication

value chain. Other major group constituents – Reliance Capital, Reliance

Energy – are widely acknowledged as the market leaders in their respective

areas of operation.

Harmony Reliance Communication

25
Business

Reliance Communication will offer a complete range of telecom

services, covering mobile and fixed line telephony including broadband,

national and international long distance services, data services and a wide

range of value added services and applications that will enhance

productivity of enterprises and individuals.

Reliance India Mobile, the first of Communication's initiatives was

launched on December 28, 2002, the 70th birthday of the Reliance group

founder, Shri. Dhirubhai H. Ambani.

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 Communication 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.

26
PRODUCT PROFILE

27
 MOBILITY BUSINESS

CUSTOMER CONVENIENCE CENTER is a one- stop sales & customer

service point for reliance communication retail product & services .This

module has been designed to offer telephony (Reliance India mobile, Reliance

India phone) and related services.

Customer visits this module for:-

 Enquiries / Purchase of phones/ Connection & accessories
 Service requirements
 Purchase of recharge vouchers

SERVICES OFFERD

CDMA (Code division multiple access) refers to any of several protocols used

in so –called second generation (2G) & third generation (3G) wireless

communication .CDMA is the digital cellular phone technology from

QUALCOMM that operates in the 800 MHZ band & 1.9 GHZ PCS band.

1. RIM (Reliance India mobile) provide two service-

PREPAID
POSTPAID

2. FWP (Fixed wireless phone) is a wireless service & the most important
thing is that it is mobility in entire town /sdca .Fixed wireless phone provide
two services-
PREPAID
POSTPAID

3. DATA CARD Has two Modem.

PCMCIA (Use in laptop only).

USB (Use in laptop & desktop both.)

28
 GSM

GSM (Global system for mobile communication) is a digital cellular phone

technology based on TDMA (Time Division Multiple access) It is the most

widely used of the three digital wireless telephone technologies (TDMA, GSM

& CDMA).

GSM has two services:-

PREPAID

POSTPAID

BROADBAND SERVIES

Broadband Surfing

Surf the Web at a scorching pace, download files at mouth-watering speeds.

Conference

Invite your friends to a Reliance World nearest to them and enjoy the vibrancy

of face-to-face conversations.

DENG

DENG (Digital Electronic News Gathering) enables transmission of video

footage in real time.

Digital Services

The Digital Services Desk is where your data, documents and pictures come

alive. eLearning

Learn through new, exciting methods, using technology to your advantage.

eRecruitment & Training

29
From recruitment to retention, it’s an end-to-end suite of people management

solutions

Online Gaming

If you can handle the adrenaline rush, online gaming has heaps of excitement

in store for you.

Personal Financial Services

At the PFS Desk, you will discover a wide range of financial products and

services. Reliance Phones

Stay connected with Reliance phones and accessories. Say hello to Reliance

Hello and Reliance Mobile.

VDO Messaging Service (VMS)

Find your way to people’s hearts through their mailboxes.

Video Conferencing

Who says you have to travel out of station to meet 'outstation' people?

DENG

Using optic fiber broadband connectivity, Reliance World offers DENG (Digital

Electronic News Gathering Service) to television channels. The service can

also be utilized by advertising agencies, ad film producers and feature film

houses.

DENG has radically changed TV news gathering in India.

DENG can function in two modes:

30
 • Reliance World to Studio: In this mode, Reliance connects up the

studio(s) to the closest Reliance MCN (Media Convergence Node) with

optic fibre and installs decoding equipment at the studio premises.

Reporters can send in their footages from any Reliance World that has

DENG facility directly to the channel’s studios.

• Reliance World to Reliance World: In this mode, the studio can

record the feed at the Reliance World closest to the studio as reporters

send in their footages from the Reliance World closest to their location.

Recording the feed is facilitated by decoders installed at Reliance

World.

Besides these two modes, live transmission is also possible from select

Reliance World outlets with video conferencing facility. The Video

Conferencing Room doubles up as a makeshift studio.

The transfer is managed by a Central Connectivity Hub, ensuring 100%

network availability and success rate.

Advantages At a Glance

 No infrastructure investment in the Reliance World to Reliance World

mode

 Charges on pay per use basis

 Pan-India network of Reliance World

 Very easy to use, the cameraman can plug in his recording equipment
and transmit

 Trained staff at Reliance World to assist in the process

 Access available from 10 AM to 10 PM everyday

31
  Transmission rate > 4 mbps on a 6 mbps multilink, no transmission
loss

 Content transmitted securely using encryption and decryption

technology

 Central Connectivity Hub support

VIDEO CONFERENCE

Corporate meetings are taking a big leap forward. Thanks to Video

Conferencing at Reliance World, inter-location meetings are now almost as

simple as reaching out to the next cubicle.

How It Works

When you Schedule a Video Conference at Reliance World. we reserve your

slot in all the locations that you wish to be connected to in your Conference.

On the appointed day and time, all attendees visit Reliance World in their

respective cities and participate in the Video Conference.

Each Reliance World has a specially-designed soundproof Video

Conferencing Room, equipped with state-of-the-art video conferencing

equipment. The room can accommodate up to 9 participants comfortably, with

5 participants in distinct view of the camera. The digital Home Theater

System, with a 42" plasma TV gives you that near real-life experience.

You can even hook up your Video Conference from Reliance World to any
enterprise which has a standards based ISDN video conferencing facility,
even if that enterprise is in a different country. Participants who have no video
conferencing facility can also join in using their telephone connections.

32
Meetings, and beyond
Reliance World Video Conferencing operates in several modes:

Full-Screen View:
This mode is used in a one-to-one conference when two locations can see each other in full screen.

Recommended Use:
Interviews, Point-to-point meetings.

Continuous Presence:
This mode is used in multi-party conferences. Each location sees all other locations.

Recommended Use:
Meetings, Reviews.

Broadcast Mode:
In this mode, all participants see the speaker, but not each other. The speaker can see all participants.

Recommended Use:
Product Launches, Financial Results Announcements, Area Specific Broadcasts.

Training Mode:
All participants see a Powerpoint presentation in the main view and the speaker in a small window.

Recommended Use:
Training.

INTERNET ACCESSIBILITY

33
Broadband is a technology that essentially enables high-speed Internet

access. It is a far faster way of connecting to the Internet than the

conventional dial-up method. However, not all broadband connections are the

same. It all boils down to those important questions. Is the connection really

fast enough?

When you log in at Reliance World, you are connected to the Internet through

Reliance’s next generation, high-speed, countrywide fibre optic network.

That’s why you will notice the difference as soon as you log in.

Surf heavy

Surprises may come in small packages but broadband sites dole out

entertainment in large chunks. Experience these sites at Reliance World,

uninterrupted.

Download to your heart’s content

We all know the pleasures of downloading. And we also know how frustrating

it is when the web crawls at a snail’s pace. Download your favorite stuff at

Reliance World where the web sets a scorching pace.

FINANCIAL SERVICES

Reliance Capital Ltd is a part of the Reliance - Anil Dhirubhai Ambani Group,

and is ranked among the 25 most valuable private companies in India.

34
Reliance Capital is one of India's leading and fastest growing private sector

financial services companies, and ranks among the top 3 private sector

financial services and banking groups, in terms of net worth.

Reliance Capital has interests in asset management and mutual funds, life

and general insurance, private equity and proprietary investments, stock

broking, depository services, distribution of financial products, consumer

finance and other activities in financial services.

The Reliance Anil Dhirubhai Ambani Group is one of India's top 2 business

houses, and has a market capitalization of over Rs.2,90,000 crore (US$ 75

billion), net worth in excess of Rs.55,000 crore (US$ 14 billion), cash flows of

Rs. 11,000 crore (US$ 2.8 billion) and net profit of Rs. 7,700 crore (US$ 1.9

billion)

Reliance General Insurance

About Reliance General Insurance

Reliance General Insurance, a part of the Reliance - Anil Dhirubhai Ambani
Group and a Subsidiary of Reliance Capital, is one of the first non-life
companies to get the license from the IRDA. Reliance General Insurance is
India's fastest growing general insurance company and the top 3 private
sector insurers.

Reliance General Insurance has 200 branches across 171 cities and over
25,000 intermediaries.

35
Reliance General Insurance offers an exhaustive range of insurance products
that covers most risks including Auto, Health, Property, Marine, Casualty and
Liability.

RELIANCE CAPITAL

Reliance Capital; one of India's leading and fastest growing private sector

financial services companies, ranking among the top 3 private sector financial

services and banking companies, in terms of net worth. Reliance Capital is a

part of the Reliance Anil Dhirubhai Ambani Group.

Reliance Money which commenced commercial operations in April 2007 has

over 300,000 customers and 4,300 outlets in more than 3,500 locations

across India.

Reliance Money is a comprehensive electronic transaction platform offering a

wide range of asset classes. Its endeavor is to change the way India transacts

in financial markets and avails financial services. Reliance Money is a single

window, enabling you to access, amongst others in Equities, Equity &

Commodities Derivatives, Mutual Funds, IPOs, Life & General Insurance

products, Offshore Investments, Money Transfer, Money Changing and Credit

Cards.

36
• R World
The Java-based R World suite of Reliance India Mobile (RIM) 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, credit card transaction from mobile phone, bill
payment and stock prices.

With over 100 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.

37
R Connect

Introduction to R Connect

Welcome to the World of R Connect- High speed Internet access

anytime,anywhere.

Reliance's cutting edge CDMA 1 x network offers you high speed internet
access, at speeds up to 144kbps without tying you down to a landline.

You can take advantage of this service by using one of the following devices.

R-Connect Services provided by Reliance Communications Infrastructure

Limited.

38
R Connect Data Cable -
The R Connect Cable enables your RIM Phone to work as a high-speed
modem for your PC or laptop. You can download files as well as read and
send e-mails easily at speeds up to 144 kbps, anytime, anywhere.

R Connect Card

A revolutionary product, that works as a modem and as a mobile phone. You

can surf the Internet, access e-mails, make and receive calls and SMS from

your laptop while on a business tour, while waiting at the airport, or traveling in

a car through the R Connect Card, anywhere across the country.

PDA Phone -

. Enhance your productivity! For the mobile professional wireless PDA offers

not only Internet access but also mail access, personal information

management and a host of other personal productivity tools

R Services
Reliance India Mobile offers you a host of value-added services:

Itemized Billing:
Bill with details of all Local/STD/ISD and roaming voice calls made

Value Roaming:
Stop Costly Roaming. Start Value Roaming

Reliance International CDMA Roaming:

Enables you to roam across many countries on the globe.

39
Reliance International Roaming:
The widest world coverage

Voice mail service:

24 hour personal call answering service

Call waiting:
Allow you to receive an incoming call while already engaged in one call

Call hold:
Allow you to put a current call on hold and make a second call

Call divert:

Allow you to divert calls within your SDCA

3-way call conferencing:

Allows a conference between 3 persons from your mobile handset

CLIP (Caller Line Identification Presentation)

Enables you to view the number of the calling person when you receive a
call
CLIR (Call Line Identification Restriction)

Enables you to block presentation of your own number on a called person's

phone

International SMS

Enables subscribers to send, receive, reply and forward simple text messages
to friends, relatives and business associates across the world.

40
OBJECTIVE & SCOPE OF THE
RESEARCH

41
 SCOPE OF THE WORK

Reliance world outlets in the mobility Behavioral study of Reliance World

Consumers – Mobility Business. The study will be done mainly to find out

about the Users / Prospects of various services of section.

OBJECTIVES OF THE PROJECT

1. To find the consumer satisfaction regarding Reliance communication

product and services.

2. To find the why consumer use Reliance communication product and

services.

3. To find the preference regarding Prepaid & Postpaid connections.

NEED FOR STUDY: -

Reliance world outlet plays a vital role as a face of the company, providing
access to experience all Reliance ADA Group products and services.

As a organized retail outlet chain it has its own and independent operation
and sales, exposing it to the challenges of Retail Business where Consumer
behavior brings the scope to study the PROSPECTS for the chain better.

42
RESEARCH METHODOLOGY

43
 Research methodology

Research Design:
“A research design is the arrangement of conditions for collection
and analysis of data in a manner that aims to combine relevance to
the research purpose with economy in procedure”
From that customer preference were collected and were enable to
cover almost all the leading brands. This was the research design
for the project.
• Types of Data
The task of data collection begins after a research problem has
been defined and research design is chalked out. While deciding
about the method of data collection to be used for the study, the
researcher should keep in mind the two types of data: primary and
secondary. The researcher should decide the sort of data he/she
would be using for the study.

• Primary Data
Primary data are those which are collected a fresh and for the first
time and thus happen to be original.
• Secondary Data
Secondary data are those which have already been collected by
someone else and which have been already been passed through
the statistical process.

44
• Sources of Data:
Sources of data are the various sources from where the data is
collected to analyse. There are various sources of data. They are
as follows:
1) Interviews.
2) Internet.
3) Past records.
4) Project which are prepared earlier.
Sources of primary data and secondary data differ as the primary
data is original collected by researcher and secondary data is
collected for various other source.

Sources of data for project:

• Primary data: through interviews and questionnaire.
• Secondary data: from books and internet.

MEANING OF RESEARCH

Research…..

 Is any systematic activity carried out in the pursuit of

truth.

 Is a purposive investigation.

 Is the application of scientific method to add to the

present pool knowledge?

45
 Is an endeavor to arrive at answers to intellectual and

practical problems by the application of scientific

method?

 Is a way of finding new ways of looking at familiar

things in order to explore ways of changing it.

 Is an organized inquiry, designed and carried out to

provide information for solving significant and pertinent

problems?

 Is an activity that extents, corrects or verifies

knowledge.

46
 RESEARCH METHODOLOGY

Designing the research

plan

Define the research

objective

Developing the
procedure for research

Research by data
collection &
questionnaires

Data analysis

Develop findings & giving

conclusions

RESEARCH DESIGN:-

47
 A research design is simply the frame work or plan for a
study that is used as guide in collecting & analyzing the data. It is
the blue print that is followed in completing a study.

TYPES OF RESEARCH:-

1 Exploratory Research
2. Descriptive Research

Exploratory Research:-
The major emphasis of exploratory research is on the
discovery of ideas. Marketing researchers devote a significant
portion of their work on exploratory studies when very little is
known about the problem being examined. The idea is to clarify
concepts and subsequently, make more extensive research on
them. The primary advantages of exploratory research studies are
low cost and less time requirement.

Descriptive research:-
Descriptive research aims at fact finding & more often is based
on surveys .It’s purpose to describe the present state of affairs of
the topic of study. It is more focused than an exploratory study. It
provides basic information for formulating more sophisticated
study.

Sources of Data Collection:-

48
SECONDARY DATA:-

Any data which have been gathered earlier for some

other purpose are secondary data in the hands of the marketing
researcher.

I collected secondary data which was provided by the company.

I collect the data from the net, company broachers and research
books.
PRIMARY DATA:-

Collection of first hand information on any happening or event, we

either ask someone who knows about it or we observe it ourselves,
or we do both. Primary data is collected by two method
1. Observation
2. Communication
METHOD OF DATA COLLECTION

1. QUESTIONNAIRE
2. SCHEDULE
3. INTERVIEW

QUESTIONNAIRE:-

A questionnaire consists of a number of questions printed or

typed in a definite order on a form or set of forms.

For collecting Primary Data I have prepared a structured

questionnaire for the respondent after meeting them I filled the

49
questionnaire and got the data. I prepared my questionnaire with
having all the objective of the study in my mind. My questionnaire
has both open and closed ended question but majority of question
are closed ended.
SAMPLING FUNDAMENTAL

Sampling is the selection of some part of an aggregate or

totality on the basis of which a judgment or inference about the
aggregate or totality is made. It is the process of obtaining
information about an entire population by examining only a part of
it.

UNIVERSE/POPULATION: - My universe of project is Udaipur.

SAMPLE SIZE: - In this case my sample size was 100 people.

SAMPLE UNIT: - Salaried and businessman, Farmer.

Research Process

50
 Defining Research Objectives

Research Planning

Primary Data Data Collection Secondary Data

Questionnaire Schedule Internet Org. Survey

SAMPLING PLAN

51
SAMPLING PROCEDURE
• Random sampling

AREA COVERAGE
UDAIPUR
SAMPLE SIZE
• A total sample size of 100 respondents.

STATISTICAL TEST
• Sample size determination

RESEARCH METHODOLOGY ADOPTED

RESEARCH DESIGN
• Exploratory research

RESEARCH APPROACH
• Survey method

RESEARCH INSTRUMENT
• Structured questionnaire
• Personal interviews

52
 RESEARCH PLAN
In planning and designing a specific research project it is
necessary to anticipate all the steps that are needed to be
undertaken if the project is to be successful in collecting reliable
and valid information.
The process consists of the following seven steps:

1. Specifying the research objectives: In this step, it is

essential to obtain answers to the questions, “What is the
purpose of the study?” and “What are the objectives of the
research? It is essential to correctly identify and answer the
question for the results to be accurate.

2. Preparing a list of needed information: After a

satisfactory statement of the study’s purpose and objectives
have been established, it is necessary to prepare a list of the
information needed to attain the objectives. The contents of
such a list will be decided by the objectives if the research and
the situation leading to the research request.

3. Designing the data collection project: Necessary to

determine whether such information is already present. Field
data should not be collected unless appropriate secondary
source of information has been reviewed. In the event,
secondary data is not available; the appropriate data has to be
collected from the field.

53
4. Selecting a sample type: As it is difficult to collect
data from a large number of dealers of different companies.
Researcher collects data from a representative sample of
these. Sample is either, probabilistic or non-probabilistic.

5. Determining the sample size: It must be carefully

decided as to how a large sample is to be selected. It is
essential to consider the problem at hand, the budget and the
desired accuracy needed in the data before the question of
sample size can be answered.

6. Organizing and carrying out the field work:

Fieldwork includes collecting, selecting,
controlling and evaluating the data and the feed back. The
methods employed are of importance as they consume a
substantial portion of the data and are a potential source of
error through lack of validity and reliability. The methods are
dictated largely by the method of data collection, sampling
requirement and information to be gathered

7. Analyzing the collected data and reporting the

findings: After all the interviews and for observations have
been made, the completed data collection forms must be
processed in a way that yields the information the project was
designed to obtain. It involves, firstly, the editing of the forms
and then the responses are tabulated.

54
The reporting of research findings represents the end product of
research project. The type of report prepared will vary greatly
depending on the nature of the type of audience to view it.

55
DATA ANALYSIS

56
1) Why you use prepaid Services?

Particulars Respondents
Administer the expenses 22
Avoid monthly bill 31
Avail better promotional schemes 23
Any other 7
Total 83

35
30
25
Respondents

20
15
10
5
0
Administer the Avoid monthly bill Avail better Any other
expenses promotional
schemes
Factors

Interpretation: - After analyzing the data 31 respondents selects prepaid

services to avoid monthly bill facility while 22 are selecting the services to
administer their expenses and 23 respondents avail due to better promotional
scheme provided to them.

57
2. ARE YOU AWARE OF THE HIGH SPEED DATA CARD
SERVICES OF RCOM?

Awarness of High Speed Data Card

8%
31%

Yes
No
Are Using

61%

Interpretation:- After analyzing the data 31% customer are aware of the
high speed data card services of R .com while 61% are un aware about that.
Company should initiated additional awareness program of data card
services.

58
3. STRONG POINT OF SERVICES OF RCOM IN COMPARISON
TO COMPETITORS.

Respondent

50 46

40

30
22 Respondent
18
20
9
10 5

0
Customized
Speed Entry cost Charges Connectivity
plan
Respondent 46 18 9 22 5

Interpretation:- Respondent grade the connections on the basis of

processing speed followed by Entry cost of Reliance World.

59
4. ARE YOU SATISFY WITH THE SERVICES AT RELIANCE WORLD?

Service Satisfaction

13%

Yes
No

87%

Interpretation:- After analyzing the data 87% satisfied with the services at
reliance world & 13% are un satisfied.

60
5. HOW DO YOU RATE RELIANCE SERVICE?

Rating of Reliance Services

80
68
No. of responddent

60

40 Respondent
20
20
8
3 1
0
Exterme Satisfyin Average Poor Exterme
Respondent 8 68 20 3 1
Rating

Interpretation:-After analyzing the data maximum customer are satisfied

with reliance services.

61
 FINDING &
OBSERVATION

62
 Observation and findings

• Initially 10 years back, minor people were having mobile phones,

approximately 20% of the population. In the recent survey 9 out 10
respondents are having mobile connections. It means that 90% of
the population is having mobile connection. Which is more than 4
times of the population 10 years back.

• The survey shows that Airtel is the number 1 service provider.

• If CDMA is considered, RIM is the No.1 service provider in Udaipur.

• The survey done on respondent’s shows that 8 out of 10

respondents took prepaid connection in comparison of postpaid. i.e.
80% mobile users prefer pre-paid connection.

• Prepaid connection are most preferred because of

 Promotional Activities from Prepaid connection in Udaipur

are satisfactory.

 Respondents like to avoid monthly bills.

• 6 out of 10 respondents are unaware of High speed data card of

Reliance communications.

• Data card is most preferred because of its processing speed followed

by entry cost and charges.

• 9 out of 10 respondents are satisfied with Reliance Communication.

• The rating of Reliance Services shows that 6 out of 10 persons are

satisfied

63
LIMITATION

64
 LIMITATIONS: -

 Time and Money factor are the major constraints in research.

 It is impossible to contact each and every customer.

 The time duration of the project was limited and was not sufficient to

study all the service of Reliance Communication.

65
RECOMMENDATION

66
 RECOMMENDATION

1. Customers should not face problem in activation because customer are

assets of the company and if activation will be fast then customer will
be happy. Company should reduce the activation time period of SIM.

2. E – Recharge service should be improved. Recharge should be done

within few minutes (fast) and instant balance should be shown to the
customers.

3. There should be more visibility inside the retail outlet. Poster and
pamphlets of new schemes should be available in every outlet.

4. Number of Customer care counter should be increased in each outlet.

It should be always remembered that employees work for the company

and company work for the customer

67
CONCLUSION

68
 CONCLUSION

In the present scenario where Communication mediums have brought a

paradigm shift in the growth rate of all socio economic aspects, One can

never leave MOBILE business’ contribution towards the same in presence

of other mediums of communication such as television. In the journey from

its advent to the present it has seen miles ……to be recognized as

MOBILITY Business now.

Reliance communication is the No. 1 Telecom Service Provider in Udaipur

Circle as far as CDMA business is concerned.

However, Airtel being No 1 service provider considering the GSM Market

as a whole.

People prefer prepaid connection over postpaid connection, almost in

every segment / category class liking / takes for prepaid connection in
comparison to postpaid connection. Despite the fact of comparatively
lower tariff, less services related issue & no hassle of recharging in
postpaid people prefer prepaid connection.

People prefer prepaid over postpaid basically to administrator their

expenses & to avoid monthly bill.

As per subscriber / service user “Network” is the first & foremost criteria for
the selection of particular operators service (Network consists of coverage
plus connectivity.

In this era of global competition & highest value for money proposition, call
tariff comes just next to “Network “ .

69
Customer service is the other major area of concern for any service
provider to accrue & retain customers. Reliance is the trend setter
organization in terms of providing customer resolution or customer service.

Reliance has started providing face to face customer resolution to its

subscriber through in all most each & every city across India which
competition does through call centers.

Value added services are rapidly gaining importance & it is going to one of
the key deciding factor in the time to come.

Even lower handsets cost & lower entry cost plays a pivotal role in the
decision for service provider.

70
BIBLIOGRAPHY

71
Bibliography

MARKETING MANAGEMENT Author: Philip Kotler

RESEARCH METHODOLOGFY Author: C R Kothari

Websites Visited:-

www.reliancemobile.com

www.reliancecommunication.com

www.indiainfo.com

72
 ANNEXURE

73
 QUESTIONNAIRE
Personal information:-
Name: -----------------------------------------------------------
Occupation: -----------------------------------------------------

Age group :

1. 18 to 25 yrs 2. 26 to 30 yrs 3. 31 to 40 yrs

4. 36 to 45 yrs 5. 45 yrs &above

Income group: (per month)

1. Below 5000 2. 5k to 10 k 3. 10k to 15k

4. 15k to 20k 5. 20k & above

1) Do you have a mobile connection?

1. Yes 2. No

2) If yes, which company’s service do you have?

* If no which companies do you think the best service provider or if you
decide, which companies’ connection would you like to have?

1. BSNL 2. RIM 3. Tata Indicom

5. Vodafone 6.Airtel 7. Any other pls specify…………...

3) Which of mobile service you use?

1. Prepaid 2. Postpaid

4) Why you use prepaid Services?

1. To administer the expenses 2. To avoid monthly bill
3. To avail better promotional schemes 4. Any other

74
 5) Which feature is the most important for you?
1. Network 2. Value added service
3. Lower entry cost 4. Low call rates

6) Pls rank your priority from 1 to 8-

1. Coverage 2. Call rates 3.value added services

4. Connectivity 5.hand sets 6. Internet connectivity
7. Entry cost 8 .customer service requests

7) What is the strong point of RCOM service in comparison to

competitors?

1. Network 2. Better data services 3. Handsets

assortment
4. Voice clarity 5. Low call rates 6. Better customer
service

8) Do you have a fixed line service at home?

1. Yes 2. No

If, yes pls tick the service provider.

1. BSNL 2. Airtel 3. Tata Walky

4 Reliance FWP 5. Any other pls specify ………………..

9) Are you aware of the high speed data card services of RCOM?
1. Yes 2. No 3. User

75
10) What are the strong points of data card services of RCOM in
comparison to competitors? pls rank
1. Speed 2. Connectivity 3. Charges
4. Entry cost 5. Customized plan

11) Are you satisfied with the services of RCOM?

1. Yes 2. No

12) How do you rate RCOM services?

1. Extremely satisfying 2. Satisfying 3. Average

4. Poor 5. Extremely dissatisfying

76