SUMMER TRAINING PROJECT

REPORT
On

Customer satisfaction
at

AWCC
In Partial Fulfilment of the Requirements for the Award of BBA degree

Mr. Niaz Mohammad Sahil

Roll No: 130241187
BBA (International business& Marketing) 2013-16

Under the guidance of

Dr. Nishankant Ojha
Associate Professor
SBS, Sharda University

School of Business Studies

Sharda University
Plot no: 32, 34, Knowledge Park 3 Greater Noida 20130

NIAZ SAHIL

PAGE NO. 2

DECLARATION

I niaz Mahammad Sahil student of BBA semester 5 (2015-16) hereby

declare that I have completed this project on AWCC customers
satisfaction survey.
The information submitted is true & original to the best of my
knowledge.

Student signature
Niaz Mohammad Sahil

PREFACE

"Anything learnt by practice is worthy than by theory."

Our degree is a professional one, and a professional must has technical

knowledge, which is achieved through experiences.
It is the requirement for the completion of BBA degree that the students
has to spend 8 weeks in an organization as internee after completing
most part of his course. Internship has specific purposes. It provides real
life environment to students where they can implement their knowledge
practically, improve their analytic and leadership skills and enhance their
capabilities in different aspect of business field. At the end of their course
they have to write a report as the requirement of degree, which improve
their writing skills.
I did my internship in Afghan Wireless Communication Company
I arranged the contents of this report during my internship and all facts
present in this report are true to my best knowledge.

Acknowledgement
First, all praises go to the Almighty Allah, the most gracious, the most merciful,
the most kind & generous to man & his action. And who granted me a wealth of
knowledge, love and respect to share with my fellow beings. He gave me courage to
pursue my passion against all odds.
Completion of anything requires supports from various sources. I am very much
fortunate to get the sincere guidance and supervision from a number of persons.
I am deeply indebted to my internal guide teacher Dr. Nishankant Ojha, for his wholehearted supervision to me. His suggestions and comments to make the report a good
one was really a great source of spirit for me.
My heartfelt gratitude goes to Afghan government who financially sponsored me and
facilitated such a great academic environment for me.
My heartfelt gratitude goes to all faculties of School of business study as well for
giving me valuable skills, experiences, advices and suggestions to complete the whole
BBA course in a right manner.
It is my pleasure to them and my grateful appreciation goes to AWCC authority for
rending me their expertise, knowledge and giving me opportunity of having a practical
experience the this internship program.
At the end I would also like to thanks my parents who motivated me and that
motivation led to the successful completion of the report and also all my mates who
took time out of their busy lives to help me complete this report.
Niaz Mohammad Sahil

Table of Contents
CHAPTER -1........................................................................... 12

COMPANY PROFILE..................................................................12
1. INTRODUCTION...................................................................13
2. OBJECTIVE OF STUDY:.........................................................15
3. BENEFITS OF STUDY:...........................................................15
4. COMPANY PROFILE..............................................................16
5. MISSION..............................................................................18
6. VISION................................................................................. 18
7. BRIEF HISTORY OF THE ORGANIZATION..............................19
8. EHSANOLLAH 'EHSAN' BAYAT (CEO)....................................21
9. ACHIEVEMENTS...................................................................23
CHAPTER .2........................................................................... 26
SOCIAL RESPONSIBILITY..........................................................26
10. SOCIAL RESPONSIBILITY....................................................27
11. ORGANIZATIONAL STRUCTURE..........................................33
12. PERFORMANCE:.................................................................34
13. PRODUCTS/SERVICES........................................................36
CHAPTER. 3........................................................................... 44
COMPETITORS OF AWCC.........................................................44
14. COMPETITORS...................................................................45
ROSHAN........................................................................................................................ 47
MTN.............................................................................................................................. 48
ETISALAT......................................................................................................................... 49
AFGHAN TELECOM........................................................................................................ 50

CHAPTER. 4........................................................................... 51
SWOT ANALYSIS......................................................................51
15. AWCC SWOT ANALYSIS......................................................52
15.1. STRENGTHS:........................................................................................................... 53
15.2. WEAKNESSES:......................................................................................................... 53
15.3. OPPORTUNITIES:....................................................................................................... 54
15.4. THREATS:............................................................................................................... 55

CHAPTER NO.5...................................................................... 56
RESEARCH METHODOLOGY.....................................................56
16. INTRODUCTION.................................................................57

17. PROCESS OF MARKETING RESEARCH:...............................58

17.1... PROBLEM IDENTIFICATION:.......................................................................................59
17.2. RESEARCH

DESIGN.................................................................................................... 59

a)

Exploratory Research......................................................................................... 59

b)

Descriptive Research......................................................................................... 59

c)

Causal or Experimental Researches...................................................................59

17.3. DATA COLLECTION

AND

SAMPLING:..............................................................................59

A) Sources of Data Collection:-.................................................................................59

B) Data collection Tools:............................................................................................ 60
17.4. DATA ANALYSIS

AND INTERPRETATION...........................................................................61

CHAPTER. 6........................................................................... 62
DATA ANALYSIS AND INTERPRETATION....................................62
18. DATA ANALYSIS..................................................................63
CHAPTER.7............................................................................ 76
FINDINGS & CONCLUSION.......................................................76
20. FINDINGS..........................................................................77
21. CONCLUSION..................................................................... 79
22........................................................................................... 80
BIBLIOGRAPHY........................................................................80
BOOKS:........................................................................................................................... 81
WEBSITES:....................................................................................................................... 81

23. QUESTIONNAIRE................................................................82

Chapter -1
Company profile

1. Introduction
"Telecommunications

is

the

backbone

of

our

future

economy.

International

competitiveness increasingly depends on the development of a telecommunications

infrastructure that is compatible with international standards"
The cellular industry all over the world has been witnessing very high growth rates in
subscriber base in recent years. For developing countries cellular services are
becoming a very significant proportion of the overall telecom infrastructure. The
mechanics of competition within this market involve complex feedback effects
between individual service providers and with their operating environment, and these
forces play an important role in governing the growth of this industry.

The

Afghan

telecommunications

sector

has

undergone

major

process

of

transformation because of significant Government policy reforms during the recent

years. The Afghan Telecom Policy focused on creating an ideal environment for
investment, establishing communication infrastructure by leveraging on technological
development and providing affordable telecom services to all. These objectives of the
policies have resulted in rapid growth of subscribers and lower tariffs. We believe that

with these major initiatives of the Government, the mobile market in Afghanistan will
have a promising future.
In a country like Afghanistan which is not yet telephone-saturated and the ongoing
changes in related areas are resulting in a rapidly changing profile of users, providers
and their respective needs, continuous revision of the telecom policy is imperative.
Given the emerging new technologies and the integrating economies there must be
fairness among competitors.

2. Objective of study:
Following are the main objective to study about the customer satisfaction on AWCC.

a) To study telecommunication industry.

b) To study the company profile of AWCC.
c) To study customer satisfaction of AWCC.
d) To study various Marketing activities provided by AWCC.
e) To study the various services provided by AWCC.
f) To know the expectation of AWCC Customers.

3. Benefits of study:
There are many benefits related to take this study. Some of the benefits of taking this
study are as follows:
a) By analyzing this information, the company would be able to better design
schemes & services
b) By analyzing this information, the company would be able to target right
prospects of needs & wants.
c) More people will get aware about AWCC that will increase profit level of AWCC.
d) This study helps to identify the behavior of consumers.

4. Company profile

AWCC is a joint venture business between TSI (Telephone Systems International

Founded in 1998 by CEO, Afghan emigre Ehsan Bayat) in the United States and the
Afghan Ministry of Communications. AWCC signed a 15 year-contract with the Afghan
Ministry of Communications, which has a 20% stake in AWCC.
TSI has been involved in efforts to rebuild the Afghani infrastructure and bring telecom
services to the country. The company operates in Afghanistan through a joint venture
with the Afghan government known as Afghan Wireless Communications Company
(AWCC); the Afghan state owns 20% of the business which was founded in 1999 and
began offering wireless and Internet communications services in 2002. AWCC has
sales and administrative offices in several major cities across the country including
Kabul, Jalalabad, and Kandahar.
Afghan Wireless, with a primary motive of connecting Afghanistan seamlessly, was the
first mobile services company in Afghanistan.
Afghan Wireless Communication Company was started in 2002 by the visionary Mr.
Ehsan Bayat, the Chairman of the Company, with a zeal to establish an Afghan
company for the people of Afghanistan.
Post the conflict era, Afghanistan faced the uphill task of rebuilding itself, the first step
was to build the communication infrastructure. Afghan Wireless promoted by
Telephone Systems International was more than eager to contribute its share in this
endeavour. Today the company stands tall with more milestones than it had initially
planned to reach.
To its credit, Afghan Wireless boasts of covering all the provinces in the country and
the only one to do so.
(AWCC), serves over 4,000,000 subscribers throughout Afghanistan. Employing over
6,000 people directly and another 100,000 indirectly, Afghan Wireless is one of the

largest employers in all of Afghanistan, and is a leader in delivering wireless and

broadband communication solutions to residential and business customers.
The company as a responsible and committed corporate citizen, involves itself in to
lend a helping hand to the social causes through Bayat Foundation, an active NGO
supported by Afghan Wireless.

5. Mission
AWCC is primarily a user of technology rather than a developer of it, and this
fact is reflected in the emphasis of our work program on enabling new applications of
mobile communications, using new technology for new services, research for
improving operational efficiency and quality of our networks, and providing
technology vision and leadership that can contribute directly to business decisions.

6. Vision
Our Vision is to be the national mobile communication leader enriching customers
lives, helping individuals, businesses and Communities be more connected in a
mobile world.

7. Brief history of the organization

Afghan Wireless pioneered the advent of modern day telecom in Afghanistan as
Afghanistan's first GSM Service provider. AWCC is a joint venture business between TSI
in the United States and the Afghan Ministry of Communications. Afghan Wireless saw
the future of communications in Afghanistan when others only dreamt about it.
Inaugurated in April 2002 by his Excellency Hamid Karzai, Afghan Wireless made
history by providing public Mobile Telecommunication and Internet services for the
first time in Afghanistan. Today, AWCC continue to push the boundaries of
Telecommunications by developing new services and expanding coverage throughout
Afghanistan.
Afghan Wireless is a privately-owned company, founded by Ehsan Bayat with the
vision to connect Afghanistan with the wider world through technology. AWCC are
dedicated to strengthen the long-term future of Afghanistan. AWCC signed a 15 yearcontract with the Ministry of Communications, which has a 20% stake in Afghan
Wireless, and pledge to provide customer friendly and innovative services.
Afghan Wireless Communication Company (AWCC) is the product of founder Ehsan
Bayat's mission to reconnect Afghanistan with the wider world. Bayat, an Afghan
immigrant and a successful businessman in the United States, began to realize his
dream in 2001. By December 2001, his U.S. Company, Telephone Systems
International, Inc. began seeking equipment vendors willing to build a phone system
in a country still emerging from more than two decades of war.
Afghan Wireless would battle logistical problems, political instability, physical
insecurity and hours of environmental challenges to launch its service. Despite
hardships, on April 6, 2002, His Excellency Hamid Karzai inaugurated the GSM
network with an international call to Germany. The system was launched in a mere
seven weeks after the arrival of the first equipment.

Post the conflict era, Afghanistan faced the uphill task of rebuilding itself, the first step
was to build the communication infrastructure. Afghan Wireless promoted by
Telephone Systems International was more than eager to contribute its share in this
endeavour. Today the company stands tall with more milestones than it had initially
planned to reach.
Afghan Wireless is now the largest provider of telecommunications services in
Afghanistan, with GSM mobile networks in 34 provinces: Kabul, Herat, Kandahar,
Mazar-E-Sharif, and Jalalabad are just a few.
The company as a responsible and committed corporate citizen, involves itself in to
lend a helping hand to the social causes through Bayat Foundation, an active NGO
supported by Afghan Wireless.

Specialties
Telecommunication, Network Enterprise and Services, Information Technology

Industry
Telecommunications

Type

Privately Held

Founded
2002

Company Size
5001-10,000 employees

Headquarters

 Afghan

Wireless BMC

Headquarters,

Darulman

Road,Kabul, Kabul 25000 Afghanistan

Website
http://www.afghan-wireless.com

8. Ehsanollah 'Ehsan' Bayat (CEO)

Ehsanollah 'Ehsan' Bayat is an Afghan business Born in Kabul (July 15, 1963). He is
originally from Ghazni province. He is an ethnic Turkmen from the Bayat tribe, and his
family belongs to the Qizilbash community of Afghanistan. In 1979 he moved to the
United States and obtained a bachelor's degree in engineering from the New Jersey
Institute of Technology.
Ehsanollah 'Ehsan'

growing up during the difficult era of the Soviet occupation of

Afghanistan, entrepreneur and philanthropist Ehsanollah Bayat made a commitment

to help rebuild his nation when given the opportunity. And, in the almost fifteen years
since the fall of the Taliban, he has generously implemented his vision through the
creation of three important entities fundamental to rebuilding Afghanistan through
sustainable development, peace, democracy and employment: Ariana Television and
Radio Network (ATN); the Bayat Foundation; and the Afghan Wireless Communication
Company (AWCC).
He was one of the first individuals to begin investing in the country after the end of
the United States trade embargo, establishing Afghan Wireless Communication
Company (AWCC) in late 2001 to bring world-class cellular telecommunications
services to the newly liberated nation. He subsequently founded Ariana Television and
Radio in 2005 which has grown into the leading private media network in the country
as well as the Bayat Foundation, a major non-profit organization that has helped
hundreds of thousands of at-risk Afghan women, children, and families through its

charitable programs. In January 2009, an article by Ahmad Majidyar of the American

Enterprise Institute included Bayat on a list of fifteen possible candidates in the 2009
Afghan presidential election.[6] He is one of the richest persons of Afghan origin and is
unofficially regarded to be a billionaire.
Each of these initiatives has helped redefine key sectors and make significant
differences in the Afghan economy and the everyday lives of Afghan citizens,
specifically telecommunications that reconnects Afghanistan with the world; unbiased
media that empowers and showcases Afghan arts and culture; and effective charitable
outreach dedicated to improving the quality of life for the youth, women, poor, and
elderly of Afghanistan.

9. Achievements
Ehsan Bayats achievements over the years have not gone unnoticed as the following
awards indicate.
2006: National Human Rights Award awarded by the Afghanistan Human Rights
Association through President Hamid Karzai.
2007: Humanitarian of the Year award from Zeba Magazine.
2007: First recipient of the Businessman of the Year Award by the AfghanAmerican Chamber of Commerce in Washington, D.C.
2007: Man of the Year Award from Sitara magazine.
2008: Corporate Social Responsibility Award from the Canada-Afghanistan
Business Council.
2008: Man of the Year Award from Afghan-Americans in California.
2010: Mahatma Gandhi Humanitarian Award from the Friends of the South Asian
American Communities.
2011: Excellence for his commitment to Afghanistan presented by 4,000 AWCC
employees.
2012, Honorary Degree of Doctor of Humane Letters from American University
of Afghanistan for his works.
2014: Chosen as Radio Azadis Nowruz Man of the Year in recognition of
exceptional individual contributions to Peace, Democracy and Culture in
Afghanistan.

Ehsan Bayat an Afghan hero with the heart of humanitarian:

Our nations future belongs to the Afghan youth and children of today. We need to
establish modern medical facilities to ensure healthy births; build new schools to
deliver essential education; and develop modern world-class industries that provide

job opportunities as well as sophisticated communications infrastructure to enable

Afghans to engage the networked world.
My goal has been to contribute as much as possible in each of these three areas, and
Ive been grateful for the thousands of Afghan employees and partners who have
joined me in this mission.
I am especially proud of the achievements of the Bayat Foundation which, among
other accomplishments, has built 13 hospitals that have served more than 1.5 million
Afghan mothers and children. I look forward to continuing these efforts and
contributions in the years ahead to help all Afghans to grow and support our countrys
progress in regaining its rightful place as a vibrant economic, cultural, and political
leader in Central Asia.

Summary
A native of Afghanistan, Ehsan Bayat has contributed to the growth and development
of the country through his entrepreneurial and philanthropic activities. Bayat left
Afghanistan during the Russian invasion in 1980 and completed his Bachelor of
Science in Engineering Technology at the New Jersey Institute of Technology. When the
Taliban regime fell, Bayat returned to Afghanistan and launched the Afghan Wireless
Communication Company. He also established Telephone Systems International (TSI)
in the United States, which currently owns the majority stake of Afghan Wireless
through a joint venture with the Afghan Ministry of Communications.
Ehsan Bayat has grown Afghan Wireless into the premier mobile phone company in
the region and has also launched the Ariana Radio and Television Networks to further
increase the flow of information across the country. Bayat has won several awards for
his ongoing dedication to rebuilding Afghanistan, including the Corporate Social
Responsibility Award from the Canada-Afghanistan Business Council and the
Businessman of the Year Award from the Afghan-American Chamber of Commerce.

Ehsan Bayats has made large contributions to Afghanistan and its people through his
charity, the Bayat Foundation. Established in 2006, the Bayat Foundation works with
non-governmental organizations across the country to provide support to the most atrisk citizens. The initiatives facilitated by the Bayat Foundation run the gamut from
education, orphanages, and athletic programs, to supplying medical care, food, water,
and clothing. As the Chairman of the Board, Ehsan Bayat has personally contributed to
the development of these programs and earned a variety of accolades for his efforts,
including the Mahatma Gandhi Humanitarian Award, the Human Rights National Award
from the Afghanistan Human Rights Association, and the Best Humanitarian Award
from Zeba Magazine.

Chapter .2
Social Responsibility

10. Social Responsibility

As the Afghan leader in mobile telephone, Afghan Wireless has had a longstanding
commitment and legacy of leadership in acting responsibility and contributing to the
growth & wellness of Afghans everywhere.
At Afghan Wireless, we recognize and fulfil the obligations we have towards our team,
customers, suppliers, competitors and the community as a whole. We believe our
reputation, together with the trust and confidence of those with whom we deal, is one
of our most valuable assets. And, in order to keep this reputation and trust, we
demand and maintain the highest ethical standards in carrying out our business
activities.

1. Our Organization
1.1 Customers
We strongly believe that integrity in dealing with customers is a prerequisite for a
successful and sustained business relationship.
We operate a highly effective and efficient organization, focused on meeting customer
objectives. Our aim is to provide mobile and broadband services which give fair value
and consistent quality, reliability and safety in return for fair reward. We operate
policies of continual improvement, of both processes and the skills of our staff, to take
best advantage of advances in technology. This safeguards our operations for the
future, ensuring that we continue to add value to our customers businesses.

1.2 Environment
Afghan Wireless believes that, by their nature, our operations have a minimal impact
on

the

environment.

However,

we

acknowledge

that

there

are

inevitable

environmental impacts associated with any organizations daily operations. We aim to

minimize any harmful effects and consider the development and implementation of
environmental standards to achieve this to be of great importance.
In the course of our operations, we seek to identify opportunities to reduce
consumption of energy, water and other natural resources. We also strive to re-use
and recycle where possible and dispose of non-recyclable items responsibly, thereby
minimizing our impact on the environment.

2.

Our Employees

2.1 Realizing potential

Afghan Wireless values are based upon a number of important principles and capture
qualities that each employee is encouraged to embody as an essential part of our
success:

Expertise
Assure quality and drive innovation
Listen to learn from each other champion continuous improvement
Be accountable keep commitments
Customer Focus
Share our vision; share our passion
Strive for our customers profitability and satisfaction
Be a trusted global partner
Respect
Think and act as a team
Optimize the value of our global community
Deliver results and celebrate success

Developing

our

capabilities,

delivering

value

to

our

customers

throughout

Afghanistan, and securing long-term profitable growth is founded on releasing the

potential of our employees.
We actively support the development of our staff in a number of ways including
formalized employee development discussions and structured programs for personal
and professional development. It is linked to the transfer, exchange and creation of

knowledge to our strategic corporate objectives and therefore the power behind the
ongoing innovation of Afghan Wireless products, services and processes.

2.2 A meritocracy
As a diverse company, we embrace diversity and respect for different cultures and
local requirements. Employees of both genders, from different nations, cultures,
ethnic groups, generations and backgrounds contribute their skills and different
perspectives to improving our solutions and delivering to our customers.

2.3 Health and safety

We aim to ensure a safe and healthy working environment for all our employees,
outside contractors and visitors, not only on Afghan Wireless premises, but also for
those staff and contractors working on client sites. The company aims to comply with
all relevant local legislation or regulations, and best practice guidelines recommended
by national health and safety authorities. We also liaise with staff regarding our
policies and practices so that we can continue to maintain a healthy, safe and
enjoyable environment.

3. The Bayat Foundation

3.1 The Foundations Goal
Since 2006, the Bayat Foundation has helped rebuild Afghanistan as well as deliver
hope and support to the neediest and most at-risk Afghans. By providing food and
clothing; maternity care for women before and during childbirth and to new-born
babies; orphan care and education; competitive sports to challenge the youth; and
entrepreneurship programs for widows, women and youth, the Foundations goal is to
rekindle a healthy and hopeful base so that all Afghans have the opportunity to
prosper.
Each of these Bayat Foundation programs is generously supported by a number of
individual donors from many countries around the world.
To ensure quality in each of its core programs, the Bayat Foundation seeks and is
responsive to input from the local community in the preliminary planning phase and
throughout implementation.
Bayat Foundation assistance and aid is provided to the needy, displaced, orphaned
and handicapped in Afghanistan regardless of age, gender, ethnicity or religion.

3.2 Caring for Families in Need

The Family Sponsorship and Winter Aid programs were launched in 2008 and continue
to this day. Through the Family Sponsorship program, donors have the opportunity to
support a family with a modest $50 donation per month to cover necessities. In many
cases, family sponsorship means that the children are able to attend school rather
than beg in the streets for food. Each year during the coldest months food, warm
clothing, and thousands of blankets are delivered by Bayat Foundation personnel
through the Winter Aid program to Afghan people living in the remote provinces.

3.3 Maternal and New-born Care

In the last few years, the Bayat Foundation has constructed health care facilities in
eight provinces throughout Afghanistan where formal pregnant and maternal care
options did not previously exist. These facilities, which include maternity clinics and
10 150 bed hospitals, now serve hundreds of thousands of women per year free of
charge. The availability and quality of the medical care made available through the
Bayat Foundation has helped to reduce the mortality rate for women and new-borns
throughout Afghanistan

3.4 Education/Schools & Orphanages

The Bayat Foundation has remodelled and refurbished classrooms and dormitories,
provided school supplies, constructed new schools and orphanages, libraries and a
sports stadium to enable learning and achievement for boys and girls in an orderly
and safe environment and to address a nation challenged by illiteracy by educating
one student at a time.
The Bayat Foundation helps to educate the Afghan people through public service
announcements about personal hygiene, food preparation, respect for youth and
elders, and other human rights issues.

3.5 Sports
The Bayat Foundation has sponsored distance running, bicycle races and walk-a-thons
to inspire the youth with competitive and team building experiences, and the first
Afghan Olympic medal winner with a training grant.

3.6 Water
More and more people in Afghanistan now have access to clean water through Bayat
Foundation deep well-digging initiatives.

3.7 Emergency Relief/Disaster Response

The Bayat Foundation has assisted the victims of floods and avalanche by providing
food, clothing, medical aid, and other essential support in the aftermath of such
disasters.

3.8 Empowering Women Grants

In 2010 the Bayat Foundation launched the Empowering Women Grant and awarded
one each in the amount of $10,000 to expand their activities:
BPeace
Justice for All Organization
Women for Women International.

3.9 Public/Private Partnerships

The Bayat Foundation hosted the first Afghan Symposium for Humanitarian and
Leadership Engagement in June 2009 in Washington, DC attended by 125 leaders from
the U.S.A., Canada and Afghanistan.

Under the leadership of the Bayat Foundation,

the Afghan Trusted Network project was then launched and is supported daily by
League for Hope and NC4 Corporation to encourage collaboration between
humanitarian and other leadership organizations for quality of life and livelihoods for
the people of Afghanistan.

11.

Organizational structure

12. Performance:
Afghan Wireless Communication Company Works With New Kabul Bank, Maiwand
Bank, and Afghanistan's Ministry of Finance to Distribute Afghan Government Salary
Payments Via AWCC's My Money Mobile Banking Solution.
KABUL, Afghanistan, March 11, 2015 /PRNewswire-USNewswire/ -- Building on its
successful My Money secure mobile payments initiative, the Afghan Wireless
Communication Company (AWCC) Afghanistan's first mobile operator today
announced a joint strategic partnership with New Kabul Bank and Maiwand Bank to
work with the Government of Afghanistan's Ministry of Finance. The Ministry of
Finance has agreed with the banks to harness MyMoney's secure, robust, and
traceable mobile payment system to distribute salary payments to Government
employees across Afghanistan, including the nation's most remote areas.
AWCC's MyMoney biometric system guarantees that only the intended recipient
receives the salary payment. The MyMoney solution provides government employees
with the ease, convenience, and security of receiving their salary in a timely and
transparent manner.
The digital payments project is a result of a partnership between AWCC, the Ministry
of Finance, New Kabul Bank, Maiwand Bank and the United States Agency for
International Development (USAID) which provided start-up funding for the project.
The mobile payments initiative is part of a broader effort by AWCC, its partner banks
and the Government Afghanistan to empower citizens with alternatives to cash, which
reduce corruption, improve governance and increase financial and economic security.
The advantages of AWCC's MyMoney mobile payments solution were reviewed at the
press conference announcing the partnership between AWCC and the Ministry of
Finance, which was attended by Mr. Mohammad Aqa Kohistani, Afghanistan's Director

General for Treasury; Mr. Shafiq Ahmad Qarizada, Deputy Minister of Policy at the
Ministry of Finance, and other government officials.
"Improving payroll distribution to government employees in districts and villages is a
big challenge for the government," said Mr.Mohammad Aqa Kohistani, Afghanistan's
Director General for Treasury.

"This is an important initiative toward creating a

modern and efficient digital payment network that uses an identification system to
promote ease of transactions and help foster broad-based economic growth."
And, in a short span of time, we plan to extend this salary disbursement to other
provinces and have similar official announcement for each province," said Mr. Aqa
Kohistani. "We will use AWCC's Merchant & Agent Network wherever New Kabul Bank
does not have branches. We will ask other mobile money operators to follow the path
of AWCC and do their respective integration with banks who are currently disbursing
government salaries."
"AWCC is proud to be part of this national pilot program to provide Afghan
government employees in even the most remote areas of our nation to access their
salaries easily, quickly, and transparently," said Mr. Amin Ramin, Managing Director of
Afghan Wireless.
"Our MyMoney system is based on the latest technology which provides the
customers with maximum security in a user-friendly fashion, and it is an honor for us
to be the first Mobile Money operator to integrate with two major banks," Mr. Ramin
said. "We also hope that this program will help contribute to the nation's economy as
a whole, because more money will be retained in banks and more unbanked
employees will become banked and gain instant access to the financial system."

13. Products/services
International Call & SMS.1
International Roaming.2

1. International Pack
Enjoy International calls @ 4 AFN/minute only!
Afghan Wireless Communication Company truly makes the world a smaller place.
Bring the world closer to you; stay connected with your loved ones throughout the
world with Afghan Wireless best International tariffs.
Product Details

International Call at 4AFN/minute only

5 International Countries-Canada/China/Afghanistan/Malaysia/USA

Product Validity is 1 Calendar Day

Product is Auto Renewal

Calling Pulse is 60 Seconds

Tarif

Description
Subscription Fee
Benefits

Unit
AFN

Details
20

International Minutes

Minutes
Auto renewal
Validity
Subscription USSD
Un-Subscription USSD
Balance query USSD

Day
USSD
USSD
USSD

Yes
1 Calendar day
*888*6*1#
*888*6*2#
*888*6*4#

Pulse

Seconds

60

2. 3.3 AFN per Minute- Call 10 Countries

Call to 10 countries (Afghanistan, Canada, USA, China, Bangladesh, Germany
Landline, Singapore, UK Landline, Bahamas, and Malaysia) at 3.3 AFN per minute.
ILD packs can be subscribed through USSD as per the table given above and
accordingly you will get the ILD minutes and the corresponding money will be
deducted from your main mobile account balance.
Note:

More than one ILD bundle packs can be subscribed at a time and you can

subscribe SMS bundle/Data bundle & ILD bundle together without losing any product
benefits.

Plan

Price

Name

Internationa

Validity

Subscription

Balance

Code

Enquiry
Code

Bronze

50

14 minutes

2 days

Dial *888*1*1#

AFN
Silver

100

*888*1*4#
25 minutes

7 days

Dial *888*2*1#

AFN
Gold

200

Dial

Dial
*888*2*4#

50 minutes

30 days

Dial *888*3*1#

Dial

AFN
Platinum

500

*888*3*4#
150 minutes

30 days

Dial *888*4*1#

AFN

Dial
*888*4*4#

3. International Call- Iran Calling @4.99 AFN/minute

Afghan Wireless is committed to provide the best International calling rates to our
valued customers. We are happy to announce new Tariff to Iran at 4.99 AFN/Minute.
Ofer is plain and simple

To avail benefits, subscribers do not need to do anything. This new tariff to Iran
@4.99 AFN/Minute will be activated automatically.

There is no extra charge for this new offer.

This offer is available in all region of Afghanistan.

International Roaming
Roaming Tarif Charges
No.

Countries

Dome

Calling to

Callin

Send

Recei

Recei

Sate

Data

stic

Afghanist

ing

ving

ving

llite

per Mb

Calls

an

Rest

SMS

Calls

SMS

Calls

[Postpa

of the

id only]

World
1

Albania

75

250

250

35

138

Free

500

1,160

Armenia

63

250

250

35

63

Free

500

1,160

Australia

75

400

400

40

135

Free

500

690

Azerbaijan

63

250

250

35

63

Free

500

594

Banglades

63

138

200

35

138

Free

500

464

75

225

250

35

138

Free

500

711

50

213

213

35

88

Free

500

756

h
6

Belgium

Bosnia

&

Herzegovi
na
8

Bulgaria

75

250

250

35

138

Free

500

1,160

Croatia

88

200

200

35

125

Free

500

1,601

10

Cypurs

75

213

213

35

75

Free

500

435

11

Denmark

50

213

213

35

88

Free

500

361

12

Egypt

63

200

200

35

50

Free

500

1,160

13

France

75

250

250

35

138

Free

500

707

14

Germany

75

213

213

35

138

Free

500

943

15

Hong

63

138

213

40

138

Free

500

1,160

Kong
16

Hungary

75

213

213

35

138

Free

500

1,160

17

Afghanist

88

150

200

35

138

Free

500

667

an
18

Indonesia

63

138

200

35

138

Free

500

474

19

Iraq

63

213

213

35

138

Free

500

1,160

20

Iran

40

125

200

35

58

Free

500

284

21

Italy

75

213

213

35

138

Free

500

914

22

Jersey

88

150

200

35

138

Free

500

1,160

Islands
(UK)
23

Jordan

63

200

200

35

138

Free

500

1,046

24

Kazakhsta

63

213

213

35

58

Free

500

362

n
25

Kuwait

50

288

288

50

50

Free

500

1,227

26

Kyrgyz

63

250

250

35

138

Free

500

570

50

213

213

30

50

Free

500

1,160

75

213

213

35

138

Free

500

764

Republic
27

Liechtenst
ein

28

Luxembou
rg

29

Malaysia

63

138

200

40

138

Free

500

647

30

Maldives

63

213

213

40

138

Free

500

1,160

31

Malta

75

250

250

35

138

Free

500

1,160

32

Oman

63

138

200

40

75

Free

500

1,160

33

Pakistan

40

88

200

35

50

Free

500

808

34

Philippine

63

213

200

35

138

Free

500

543

s
35

Poland

50

213

213

35

50

Free

500

622

36

Portugal

75

250

250

35

138

Free

500

1,160

37

Qatar

38

138

200

40

175

Free

500

1,051

38

Romania

75

250

250

35

138

Free

500

1,160

39

Russia

113

288

250

50

138

Free

500

825

40

Saudi

50

138

200

40

50

Free

500

967

Arabia
41

Slovenia

75

250

250

35

138

Free

500

1,160

42

Spain

75

213

213

40

138

Free

500

496

43

Sri Lanka

88

150

200

35

138

Free

500

284

44

Sweden

75

213

213

35

138

Free

500

493

45

Switzerlan

75

213

213

35

138

Free

500

1,038

d
46

Syria

63

138

200

35

75

Free

500

1,160

47

Tajikistan

63

250

250

35

138

Free

500

767

48

Thailand

63

138

250

40

138

Free

500

913

49

Turkey

75

250

250

35

75

Free

500

1,007

50

Turkmenis

75

463

250

35

58

Free

500

N/A

tan
51

UAE

63

138

200

50

75

Free

500

633

52

United

50

213

213

40

138

Free

500

628

Kingdom
53

Ukraine

63

250

250

35

58

Free

500

1,160

54

USA

88

263

263

35

88

Free

500

534

55

Uzbekista

63

300

250

35

58

Free

500

607

n
56

Vietnam

40

170

250

35

50

Free

500

1,160

57

Yemen

40

125

200

35

58

Free

500

1,160

Chapter. 3
Competitors of AWCC

14. Competitors
Competitors of AWCC (Afghan Wireless Communication Company)
Competitor analysis is an important part of a firm's development of its strategy. Its
importance lies in the understanding of competitors, their strategy, and resources and
capabilities. More specifically, competitor analysis also allows a firm to assess its own
firm versus competitors and plan for what competitors' actions may be as a reaction
to actions the firm may take.
A competitor analysis provides a firm with the knowledge to leverage its strengths and
address

its

weaknesses

and, conversely,

take advantage of

weaknesses

of

competitors and counter their strengths. Finally, competitor analysis also gives a firm
a better understanding not only of the competitors but also their overall sector and
where the emerging opportunities may be.

1.
2.
3.
4.

ROSHAN
MTN
ETISALAT
AFGHAN TELECOME

Business takes place in a very competitive, unpredictable environment, so it is

important to understand the competition.

Questions like these can be of assistance:

Who are your five nearest direct competitors?
Who are your indirect contenders?
Is their business growing, steady, or declining?
What can you learn from their operations or from their marketing?
What are their strengths and weaknesses?
How does their product or service differ from yours?

ROSHAN
The Telecommunication Development Company of Afghanistan (TDCA), which
operates under the brand name of Roshan (meaning Light), was awarded the second
GSM license in January 2003 for a period of 15 years and a license fee of $5 million.
Roshan is owned by an international consortium of three major shareholders: Agha
Khan Fund for Economic Development (51%), Monaco Telecom International (36.75%),
and Telia-Sonera Telecommunication Company (12.25%). After commencing services
in Afghanistan in July 2003, Roshan grew to 1 million subscribers in less than three
years. With over $500 million in total investment and more than 5.6 million
subscribers as of 2012, Roshan has emerged as the largest telecom service provider
in the country. Roshan directly employs more than 1,200 people, most of whom are
Afghans, and provides indirect employment to more than 30,000 people (resellers,
vendors, partners, etc.) across the country.
Operating at 900-1800 GSM band, Roshan has service presence in all 34 provincial
capitals, 230 districts, and offers services in most of the major cities, including Kabul,
Herat, Jalalabad, Kandahar and Mazar-e-Sharif. Roshan offers mobile (GSM) voice,
Black-Berry, SMS, MMS, 20 Roshan. "Independent Research." January 2012. Telecom
Operators Survey. Internews. THE STATE OF TELECOMMUNICATIONS AND INTERNET IN
AFGHANISTAN - SIX YEARS LATER (2006-2012) 15 GPRS/EDGE and IVR services
through prepaid, post-paid, corporate, value-added, and international/roaming tariffs
under four packages; Aali (The Best), Yaraan (Friends), Enaam (Prize) and Saadat
(Happiness). Roshan provides international voice and data roaming through prepaid,
post-paid and corporate tariffs in 146 countries and in cooperation with 360 roaming
partners, as well as has interconnectivity with all national telecom operators (AWCC,
Etisalat and MTN and the two fixed-line carriers.

MTN
According to a three year duopoly agreement between the MCIT and mobile operators
AWCC and Roshan, no mobile operator could enter the Afghan telecom market until
July 2006. The third GSM license was awarded to Areeba in September 2005 for a
period of 15 years, and a total license fee of $40.1 million. Areeba was a subsidiary of
the Lebanon-based firm Investcom in consortium with Alokozai-FZE. After commencing
services in July 2006, Areeba had an estimated subscribership of 200,000 by the end
of that year. Areeba was later acquired by the South African-based Mobile Telephone
Network (MTN) in mid-2007 as part of a $5.53 billion global merger between the two
companies. MTN-Afghanistan is a subsidiary of the South African-based MTN Group, a
multinational telecommunications company operating across the Middle East and
Africa. MTN is the majority (90%) shareholder, while International Finance Corporation
(IFC) at 9% is also a debt and equity shareholder of MTN-Afghanistan. MTN operates at
900-1800 MHZ GSM band, and as of 2012 has 4.5 million subscribers and service
coverage in most major cities, 464 districts, and all 34 provincial capitals. With over
$400 million in total investment, MTN offers mobile voice, SMS, MMS, SRS, GPRS, fax,
voicemail and PCO services through prepaid, post-paid and corporate tariffs. 21 MTN.
"Independent Research." January 2012. Telecom Operators Survey. Internews. 16 THE
STATE OF TELECOMMUNICATIONS AND INTERNET IN AFGHANISTAN - SIX YEARS LATER
(2006-2012) MTN has interconnection agreements with all national telecom operators
and provides international voice and SMS roaming in 121 countries and across 227
operators through prepaid and post-paid roaming tariffs. MTN also has a national ISP
license which the company received in November 2008
MTN was the first company to introduce the popular per-second billing system in the
country (also known as pay as you talk) allowing its subscribers to transparently
track their talk-time and receive billing summaries via SMS.

Etisalat
The fourth GSM license was awarded to Etisalat in May 2006 for a total license fee of
$40.1 million. Etisalat Afghanistan is a 100% owned subsidiary of the UAE-based
Etisalat Telecommunications Corporation, a multinational telecom company operating
in the Middle East, Africa and Asia. Etisalat Afghanistan commenced commercial
services in August 2007, and within a span of only five years has emerged as a major
telecom operator in the country attracting over 3.5 million subscribers. With over
1,100 telecom base stations, Etisalat has a presence in all major cities, 30
provincial capitals, and 182 districts.
Operating at 900-1800 MHZ band, Etisalat offers mobile voice, SMS, MMS, GPRS/EDGE
(Internet/Data) and voicemail services through prepaid, post-paid and corporate
tariffs. Under its national ISP license received in October 2009 the company is also
authorized to provide Internet services.
Etisalat has over 1200 retail outlets across the country, interconnection agreements
with all national telecom operators, and offers international roaming in over 80
countries through 120 operators. In line with the MCITs strategy for the expansion of
telecom services in rural areas, Etisalat has signed an agreement with ATRA for the
establishment of 23 telecom base stations in 9 provinces and 17 rural districts. On
March 18, 2012 Etisalat was the first company to be awarded a 3G license, marking a
new milestone in the development of Afghanistans telecom sector.

AFGHAN TELECOM

Afghan Telecom Corporation was incorporated in 24 September 2005 to provide

unified telecommunication services throughout Afghanistan under the stewardship of
Ministry of Communications & Information Technology. Accordingly, Afghan Telecom
adopted a challenging program aiming to transform its business from government
system to the recognized commercial business standards.
The company has developed clear strategies focusing on internal re-organization, reskilling and development of its staff, enhancement of its internal processes and
studying its customers' needs and requirements while continuing carrying out its
national and social duties and responsibilities.
Afghan Telecom Corporation is the leading national provider of telecommunication
services in Afghanistan.
The company is working continuously to fulfil and satisfy the market requirements,
keeping pace with the emerging technologies in the telecommunications sector and
satisfying the customer's needs. Afghan Telecom Corporation understands that the
world is changing very fast & rapid and telecommunication is the only medium which
can adapt to the changing times.
Afghan Telecom is the pioneer in implementing new telecommunication services in
Afghanistan & a leader in the Afghanistan telecommunication market. The role & use
of telecommunications is significant for the development of the people & the country.

Chapter. 4
SWOT analysis

15. SWOT analysis

It is a strategic planning method used to evaluate the Strengths, Weaknesses,

Opportunities, and Threats involved in a project or in a business venture... The
technique is credited to Albert Humphrey, who led a research project at Stanford
University in the 1960s and 1970s using data from Fortune 500 companies.

15. AWCC SWOT Analysis

Strengths

Strong Brand name

Weaknesses

Limited global
operations

Internal

has 250 roaming

High consumers churn

rates

agreements
High geographical
reach
Opportunities
Growth through 3G&4G
Expanding market

External

boundaries
Strategic alliances
New technology

Threats

Bad Economy
Competition
Political Risk
Government
Regulations

15.1. Strengths:
The main strength of AWCC within the telecommunications market lies in its brand
image and recognition. AWCC, having established a global presence and having
invested highly in marketing a differentiated image by promoting a AWCC life style,
currently enjoys a differentiating advantage that, if exploited properly, can offer a lead
in competition.
1

Major hub, for internet, voice, mobile , broadcast, roaming and corporate data services

2 AWCC has 250 roaming agreements connecting 57 countries enabling

BlackBerry, 3G and voice roaming
3 Strong brand presence and high marketing.
4 Cutting-edge fibre-optics technology, high-performing cable equipment, a
respected brand name, excellent customer service and a strong sales team are
just a few strengths that boost the resource capabilities of a telecommunication
company. These strengths are attributes that enhance the company's
competitive advantage.

15.2. Weaknesses:
The expansion of AWCC has been completed at the expense of direct control
of its operations. The company grew through a process of acquisitions of nationaltelec
ommunications

companies

(e.g.

the

acquisition

of

the

third

biggest

Czech

mobile phone operator, Cesky mobile) rather than organic growth.

1. Limited global operations
2. Severe price competition in the market
3. Company weaknesses are competitive deficiencies that place the company at a
disadvantage in the marketplace. If corroded cable lines aren't replaced and
slow service continues, for example, angry customers will switch to a rival
telecommunications company that offers better services

15.3. Opportunities:
The telecommunications market, even though highly saturated in some regions offers
great potential due to the ageing population and the sophistication of the consumers.
It offers great opportunities through a careful market segmentation and exploitation of
particular profitable segments.
Enhancing customer services and Increased bucket offering to customer.
New technology . New technology helps AWCC to better meet

their

Customers needs with new and improved products and services. Technology
also

builds

competitive

barriers

against

rivals

"New

Technology

(AWCC)" has a significant impact, so an analyst should put more weight into
It. "New Technology (AWCC)" will have a long-term positive impact on the
Entity, which adds to its value.
New services .New services help to better meet their customers needs.
o These services can expand business and diversify their customer base
New products .New products can help AWCC to expand their business and
diversity their customer base.

15.4. Threats:
Afghan market is characterized by existing high levels of competition. Major brands
such as MTN and Salam are exploiting the price sensitivity of customers and in this
way they are building a stronger image and presence in the market. Indirect
competition is also increasing further, through the presence of Skype and other
related (not only voice) Internet based services.
Bad Economy.

A bad economy can hurt AWCCs by decreasing the Numbers of

potential customers
2.
International Competition. International competitors are numerous and
difficult to combat, because they can have many competitive advantages that
give them An Advantage over AWCC
Government Regulations. Changes to government rules and regulations can
negatively affect AWCC..
Political Risk. Politics can increase AWCCs risk factors, because governments
Can quickly change business rules that negatively affect AWCCs

Chapter No.5
Research methodology

16. Introduction
Marketing research means the systematic gathering, recording, analysing of data
about problems relating to the marketing of goods and services Marketing research
has proved an essential tool to make all the need of marketing management.
Marketing research therefore is the scientific process of gathering and analysing of
marketing information to meet the needs of marketing management. But gathering of
observation is must be systematic.

All of research can be categorized into basic and applied.

BASIC RESEARCH: Basic Research is that intended to expand the body of knowledge
for the use of others.
APPLIED RESEARCH: Applied Research is one, which is carried out to find the
solution for a particular problem or for guiding a specific decision. It is usually private
in nature. My research on AWCC is carried on for guiding specific decisions and its
results are useful only to AWCC for taking particular decision regarding product
quality, staff and security. Hence the nature of my research study is
APPLIEDRESEARCH
Objective of the research:
Following are the main objective to study about the customer satisfaction on AWCC.

To
To
To
To
To
To

study telecommunication industry.

study the company profile of AWCC.
study customer satisfaction of AWCC.
study various Marketing activities provided by AWCC.
study the various services provided by AWCC.
know the expectation of AWCC Customers.

In this research, both Primary and Secondary data taken into consideration.

Primary data: - This is those, which are collected as fresh and for the first Time, and
thus happen to be original in character. There are many ways of data collection of
primary data like questionnaire, observation method, interview method, through
schedules, pantry Reports, distributors audit, consumer panel etc.
Secondary data: - These are those data, which are not collected afresh and are used
earlier also and thus they cannot be considered as original in character. There are
many ways of data collection of secondary data like publications of the state and
central govt., website, journals, companies reports, reports prepared by researchers,
Reports of various associations connected with business, Industries, banks etc. For
this project secondary data was taken from Companys reports and websites.

17. Process of Marketing Research:

The marketing research is done in systematic process. The Researcher has pursued
the below process of marketing for my study at AWCC:

Proble

Research Design

Data Collection

Data Analysis &

Interpretation
Research Report &
Presentation

17.1... Problem Identification:

The first and the most important step of marketing research is properly defining the
problem. In order to identify the research problem two categories of problem
should be carefully noticed. Here the researchers problems are:

A
A
A
A
A

number of customers are not satisfied with services, new schemes and offers.
number of customers are not satisfied with the network coverage.
number of customers are not satisfied with the current call rates of AWCC.
number of customers are not satisfied with the Free SMS schemes.
number of customers are not satisfied with the service of customer care

of AWCC

17.2. Research design

Research design indicates the methods and procedure of conducting research study.
Research design can be done in following three types:a) Exploratory Research:-Exploratory research focuses on the discovery of new
ideas and is generally based on secondary data.
b) Descriptive Research: Descriptive research is undertaken when the researcher

want to know the characteristics of certain groups.

c) Causal or Experimental Researches:-An experimental research is undertaken to
identify causes and effect relationship between two variables.
The Research Design is: Descriptive Research Design.

17.3. Data Collection and Sampling:

A) Sources of Data Collection:Basically there are two types of data i.e. secondary and primary:
I)

Primary Data Collection: Primary data collection contains the following

types of methods: 1 Observation Method: It contains Causal observation, Systematic
observation, direct observation and contrived observation.
2 Survey Method: It contains Personal Interview, Telephone Interview and
Mail Interview.

II)

Secondary Data Collection. It can be collected from internal as well as

external sources
1. Internal Source:
Various internal sources

like

employee,

books,

sales

activity,

stock

availability, product cost, etc.

2. External Sources:
Libraries, trade publications, literatures, etc. are some important sources of
external data. The Researcher has used primary data for the core purpose of
the project and this primary data has been gathered by survey method.
B) Data collection Tools:
To conduct a survey, the Researcher has selected a structured questionnaire as an
instruction for gathering valuable information from the customers. Questionnaire,
which is used for the survey, is consisting of questions and checklist questions to
check the customer feedback.
C) Sampling Plan:
The researcher has design a sampling plan that is consist of five decisions.
a) Sampling unit: Who is to be surveyed?
The Researcher has selected youngsters, businessmen, employees to conduct
survey and to measure satisfaction level.
b) Sampling types: There are two types of sampling.
Probability Sampling
Non probability Sampling
c) Sample Size: Sample size means limited numbers of respondents covered
under the research study from a population and the researcher has taken a
survey of 100 respondents to know the satisfaction level of customer.
d) Sampling Area: The researchers area for survey was: Zabul province
e) Sampling Unit: Here the researcher has randomly selected the respondents of
the Qalat city.

17.4. Data Analysis and Interpretation

After all the above steps are completed now the important step is data analysing and
interpretation. For this there are various analytical and statistical tools. Some of these
tools are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.

Chapter. 6
Data Analysis and Interpretation

18. Data Analysis

Dear Participant:
My name is Niaz Mohammad Sahil and I am a under graduate
student at Sharda university. For my project, I am examining a survey on
costumers satisfaction about Afghan Wireless Communications Company
(AWCC). I am inviting you to participate in this research study by
completing the attached surveys. The following questionnaire will require
approximately five minutes for completing. There is no compensation for
responding nor is there any known risk. In order to ensure that all
information will remain confidential, please do not include your name. If
you choose to participate in this project, please answer all questions
listed

below

as

honestly

as

possible

and

return

the

completed

questionnaires promptly through same Email within four days from now.
Thank you for taking the time to assist me in my educational endeavours.
The data collected will provide useful information regarding improving
customers satisfaction level. If you require any additional information or
have questions, please contact me at the number written below.
Thank

you

very

much

for

regardsSincerely,
Niaz Mohammad Sahil
Phone no. 0093700778771

your

time

and

suggestions

in

this

E-mail ID: Niaz.0077@gmail.com

Q1) Do you have a mobile phone?

Purpose:
The main purpose of this question is to know how many respondents use mobile
phone.
Suggestions
No. of respondents

yes
93

No
7

No. of respondents
no; 7%
yes; 93%

yes

no

Q2) Are you aware about telecommunications services?

Purpose:
The main purpose behind this question is to know about the awareness of respondents
regarding

different

telecommunications

services

and

also

to

know

telecommunication (operators) service they use.

Suggestions
No. of respondents

yes
95

No
5

about

which

95

yes

no

Q3) which operators service do you use?

Operators service name
AWCC
RUSHAN
MTN
ETISALAM
SALAM
OTHER

No. of respondents%
30
20
14
15
11
10
SALAM; 11%

ETISALAT; 15%

OTHER; 10%

AWCC; 30%

MTN; 14%

RUSHAN; 20%
AWCC

RUSHAN

MTN

Q4) Are you aware about AWCC?

Purpose:

ETISALAT

SALAM

OTHER

YES; 95%
NO; 5

YES

NO

The
purpose behind this question is to know about the awareness of AWCC among all the
respondents.
Suggestions
yes
No. of respondents
95
which source you came to know about AWCC?

No
5

Q5) From

Purpose:
The purpose behind this question is to know from which source the respondents came
to know about AWCC.
Sources
Advertisements
Hoardings
Newspapers
Mouth Publicity
OTHER

No. of respondents%
30
20
14
11
25

Mouth Publicity; 11%

OTHER; 25%

Newspapers; 14%

Hoardings; 20%
Advertisements; 30%

Newspapers

Advertisements

Hoardings

Mouth Publicity

OTHER

Q6) since how long you are using AWCC Services?

Purpose:
The purpose behind this question is to know about the usage time of AWCC customers
i.e. since how long they are using AWCC services.
Sources
Less than 1 month
2-6 months
6-12 months
More than 1 year

No. of respondents%
7
8
25
60

less than 1 month; 8%

2-6 months; 9%

6-12 months; 17%

more than 1 year; 67%

less than 1 month

2-6 months

6-12 months

more than 1 year

Q7) Which of the following services do you use of AWCC?

Purpose:
The purpose behind this question is to know which services do the AWCC customer
use, Pre-Paid or Post-Paid.
services
No. of respondents

Pre-paid%

Post-paid

74

%
26

post-paid; 26%
pre-paid
post-paid

pre-paid; 74%

Q8) Which services are more helpful to you while using AWCC Services?
Purpose:
The purpose behind this question is to know which services are more helpful to the
respondent while using AWCC.
Services
Call rates
SMS Rates
Network Rates
Value added services

No. of respondents%
39
21
25
15

value added sevices; 15%

call rated; 39%

network rates; 25%

SMS rates; 21%

call rated

SMS rates

network rates

value added sevices

Q9) Do you call at customer care?

Purpose:
The purpose of this question is to know how many times and how often the
respondents call at customer care of AWCC.
suggestions

Yes%

No %

No. of respondents

74

26

yes; 74

yes
NO

NO; 26

Q10) If you call at customer care, than how often you call at customer care?
Time period
Daily
Once a week
Once a month
Occasionally

No. of respondents%
15
33
27
25

Occasionally; 25%
Daily; 15%

Daily
once a week
once a month

Occasionally once a month; 27%

once a week; 33%

Q11) For what reason you call at customer care?

Purpose:The main purpose of this question is to know the reason of the respondents
regarding calling at customer care.
Reasons
Value Added Services
Information regarding new schemes
Complaining

No. of respondents%
12
33
40

Other queries

15

Complaining; 40%

Information regarding new schemes; 33%

Other queries; 15%

Value Added Services; 12%

Value Added Services

Information regarding new schemes

Complaining

Other queries

Q12) Rate the following on the basis of your satisfaction.

Services

Excellent %

Very Good

Fairly Good

Average%

Poor%

Network

33

%
32

%
21

10

SMS Rate

41

22

22

12

New schem

36

24

20

14

es

and

ofers
Customer C

28

32

25

21

ar
Recharge

60

20

15

Outlets
Call Rate

16

16

23

37

10

Value

21

30

25

15

Added
Services

Interpretation of above question:

a) Network:
The purpose of this analysis is to know the perspective of the customers of AWCC
regarding network service.

Network

Very Good ; 32%

Fairly Good ; 21%

Excellent ; 33%

poor; 4%
Excellent
poor

Very Good

Average; 10%

Fairly Good

Average

b) SMS Rates: The purpose of this analysis is to know the perspective of the
customers of AWCC regarding Rates of SMS.

SMS Rates %
Very Good ; 22%
Excellent; 41%

Fairly Good ; 22%

Poor; 3%
Excellent

Average; 12%

Very Good

Fairly Good

Average

Poor

C) New Schemes and Ofers:

The main purpose of this analysis is to the respondents perspective related to the
new schemes and offers provided by AWCC.

New Ofers
Very Good ; 24%

Excellent; 36%

Fairly Good ; 20%

Poor; 6%

Excellent

Average; 14%

Very Good

Fairly Good

Average

Poor

d) Customer Care:
The main purpose of this analysis is to know about the satisfaction of customer care
service provided by AWCC to their customers.

CustomerCare
Very Good ; 29%
Fairly Good ; 23%

Average; 19%

Excellent; 25%
Poor; 4%
Excellent

Recharge Outlets:

Very Good

Fairly Good

Average

Poor

The purpose behind this analysis is to know about the satisfaction of the AWCC
customers regarding recharge outlets.

Recharge Outlets
Excellent; 60%

Average; 5%
Fairly Good ; 15%
Excellent

Very Good ; 20%

Very Good

Fairly Good

Average

Poor

Q13) would you like to recommend AWCC to others?

suggestions
No. of respondents

Yes%
88

No %
12

yes; 88%
no; 12%

yes

no

Chapter.7
Findings & conclusion

20. Findings
i.

93% of the respondents are have a mobile phone while 7% of the respondents
do not have a mobile phone.

ii.

95% of the respondents are aware about telecommunications services while 5%

of the respondents are not are aware about telecommunications services.

iii.

30% of the respondents use AWCC, 20% respondents use Rushan while 14%,
15% and11% respondents use MTN, Etisalat and Salam respectively.

iv.

95% of respondents are aware about AWCC Services.

v.

30% of the respondents are aware about AWCC through Advertisements,

20%are aware because of Hoardings while 14% and 11% of the respondents are
aware because of Newspapers and Mouth Publicity respectively.

vi.

60% of the respondents use AWCC services from past more than 1 year while
the lowest is 7% respondents using AWCC services less than 1 month.

vii.

74% of the respondents use pre-paid services while only 26% of the
respondents use post-paid services.

viii.

39% of the respondents use AWCC for call rate services while only 15% of the
respondents use AWCC for Value Added Services.

ix.

76% of the respondent calls at customer care while 26% respondents do not call
at customer care.

x.

33% respondents call customer care once a week while 27% and15% of
respondents call once a month and daily respectively.

xi.

40% of respondents call at customer care for complaining purpose while 15%,
33% and 12% of respondents call customer care for other queries, information
regarding new schemes and value added services respectively.

xii.

88% of the AWCC customers would like to recommend AWCC services to others
while 12% of the AWCC Customers wont recommend to others

21. Conclusion
Following are some of the suggestions given by the researcher so that AWCC can
serve people and its customers in an improved way:

AWCC should decrease call rates for local users.

AWCC should provide more offers to Post-Paid customers so that the number of

Post-Paid customers increase.

AWCC should bring introduce some new SMS schemes for the youngsters.
AWCC should introduce more schemes and offers.
AWCC should provide more schemes and offers to its old customers.
AWCC should decrease recharge outlets.

22.
Bibliography

Books:
Marketing Management Philip Kotler, Kevin Lane Keller.

Websites:
o
o
o
o
o

https://en.wikipedia.org/wiki/Afghan_Wireless
http://afghan-wireless.com/
https://www.linkedin.com/company/awcc
http://www.tsiglobe.com/ehsanbayat.html
http://www.hoovers.com/company-information/cs/company-

profile.Telephone_Systems_International_Inc.84c31d549ca85c0c.html
o http://www.arianatelevision.com/
o https://www.scribd.com/
Newspaper:
o http://www.arianatelevision.com/
o http://www.tolonews.com/

23. Questionnaire

Q1) Do you have a mobile phone?

Suggestions
No. of respondents

yes

No

Q2) Are you aware about telecommunications services?

Suggestions
No. of respondents

yes

No

Q3) which operators service do you use?

Operators service name
AWCC
RUSHAN
MTN
ETISALAM
SALAM
OTHER

No. of respondents%

Q4) Are you aware about AWCC?

Suggestions
No. of respondents

yes

No

Q5) From which source you came to know about AWCC?

Sources
Advertisements
Hoardings
Newspapers
Mouth Publicity
OTHER

No. of respondents%

Q6) since how long you are using AWCC Services?

Sources

No. of respondents%

Less than 1 month

2-6 months
6-12 months
More than 1 year

Q7) Which of the following services do you use of AWCC?

services

Pre-paid%

Post-paid
%

No. of respondents

Q8) Which services are more helpful to you while using AWCC Services?

Services
Call rates
SMS Rates
Network Rates
Value added services

No. of respondents%

Q9) Do you call at customer care?

suggestions

Yes%

No %

No. of respondents

Q10) If you call at customer care, than how often you call at customer care?
Time period
Daily
Once a week
Once a month
Occasionally

No. of respondents%

Q11) For what reason you call at customer care?

Reasons
Value Added Services
Information regarding new

No. of respondents%

schemes
Complaining
Other queries

Q12) Rate the following on the basis of your satisfaction.

Services

Excellent

Very

Fairly

Average

Good %

Good %

Poor%

Network
SMS Rate
New sche
mes and
ofers
Customer
Car
Recharge
Outlets
Call Rate
Value
Added
Services

Q13) would you like to recommend AWCC to others?

suggestions
No. of respondents

Yes%

No %