A

PROJECT REPORT

ON

CUSTOMER SATISFACTION IN IDEA CELLULAR SERVICE AT

JHALRAPATAN

Submitted in the partial fulfilment of the requirment for the

Award of the Degree of

BACHELOR OF BUSINESS ADMINISTRATION

SUBMITED BY SUBMITTED TO :

HOD

Deptt. Of Management Studies

2016-2017

GOVERNMENT ENGINEERING COLLEGE JHALAWAR

 Project Report Evaluation

It is to certify that of BBA II year has undergone summer training at

Reliance Life Insurance company. His title for the project was CUSTOMER SATISFACTION
IN IDEA CELLULAR SERVICE AT JHALRAPATAN.We have evaluated the project report
and her project work is satisfactory.

Signature of External Signature of Internal

Examiner Examiner
 \

DECLARATION

I declare that the presented report A STUDY OF CUSTOMER SATISFACTION

IN IDEA CELLULAR SERVICE.Is based on the original work and
indebtedness on other work / publication has been duly acknowledged at
relevant place.

NAME OF STUDENT
 ACKNOWLEDGEMENT

I express my sincere thanks to my project guide, Mrs. Aditi Dwivedi, Designation Asstt.

Prof., Dept of management studies, for guiding me right from the inception till the

successful completion of the project. I sincerely acknowledge her for extending their

valuable guidance, support for literature, critical reviews of project and the report and

above all the moral support she had provided to me with all stages of this project.

I would also like to thank the supporting staff of PGC management Department, for their

help and cooperation throughout our project.

Name of Student
EXECUTIVE SUMMARY

A satisfied customer brings in more business than anything else. So knowing how well
our company is or want to satisfy our valuable customers is of utmost importance from
the point of marketing.

Customer satisfactions with relation to IDEA prepaid would be the focus of our study,
confining mainly to jaipur region. Companys services will be adjudged on the basis of
many factors.

Following main factors would be given importance like:

Cost
Response
Reach/Coverage
Customer Relations
Problems and suggestions suggested by the customers.

Samples will be selected from different areas and a questionnaire will be made to get
the primary responses of customers directly.
 INDEX
S. Page
NO. CONTENTS No.

1. Introduction to the Telecom Industry 1

2. Introduction to the Organization 12

3. SWOT Analysis 28
4. Research Methodology 32

5. Data Interpretation 45

6. Facts and Findings 47

7. Conclusion 49

8.. Recommendation and Suggestions 51

9. Appendix 53

10. Bibliography 56
PROJECT PROFILE

INTRODUCTION TO TELECOM INDUSTRY

The Indian Telecom Industry-

The telecom network in India is the fifth largest network in the world meeting you with
global standards. Presently, the Indian telecom industry is currently slated to an
estimated contribution of nearly 1% to Indias GDP.

Introduction
The Indian Telecommunications network with 110.01 million connections is the fifth
largest in the world and the second largest among the emerging economies of Asia.
Today, it is the fastest growing market in the world and represents unique opportunities
for U.S. companies in the stagnant global scenario. The total subscriber base, which
has grown by 40% in 2005, is expected to reach 250 million in 2007.
According to Broadband Policy 2004, Government of India aims at 9 million broadband
connections and 18 million internet connections by 2007. The wireless subscriber base
has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3
years, two out of every three new telephone subscribers were wireless subscribers.
Consequently, wireless now accounts for 54.6% of the total telephone subscriber base,
as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5
million new subscribers per month by 2007. The wireless technologies currently in use
are Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile
services in 19 telecom circles and 4 metro cities, covering 2000 towns across the
country.

Major Players
There are three types of players in telecom services:
-State owned companies (BSNL and MTNL)
-Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)
-Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea
Cellular, BPL Mobile, Spice Communications)

BSNL

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL
is now Indias leading telecommunications company and the largest public sector
undertaking. It has a network of over 45 million lines covering 5000 towns with over 35
million telephone connections. The state-controlled BSNL operates basic, cellular (GSM
and CDMA) mobile, Internet and long distance services throughout India (except Delhi
and Mumbai). BSNL will be expanding the network in line with the Tenth Five-Year Plan
(1992-97). The aim is to provide a telephone density of 9.9 per hundred by March 2007.
BSNL, which became the third operator of GSM mobile services in most circles, is now
planning to overtake Bharti to become the largest GSM operator in the country. BSNL is
also thelargest operator in theInternet market, with a share of 21 per cent of the
entiresubscriber base

Airtel BHARTI

Established in 1985, Bharti has been a pioneering force in the telecom sector withmany
firsts and innovations to its credit, ranging from being the first mobile servicein Delhi,
first private basic telephone service provider in the country, first Indiancompany to
provide comprehensive telecom services outside India in Seychelles andfirst private
sector service provider to launch National Long Distance Services in India. Bharti Tele-
Ventures Limited was incorporated on July 7, 1995 for promoting investments in
telecommunications services. Its subsidiaries operate telecom services across India.
Bhartis operations are broadly handled by two companies: the Mobility group, which
handles the mobile services in 16 circles out of a total 23 circles across the country; and
the Infotel group, which handles the NLD, ILD, fixed line, broadband, data, and satellite-
based services. Together they have so far deployed around 23,000 km of optical fiber
cables across the country, coupled with approximately 1,500 nodes, and presence in
around 200 locations. The group has atotal customer base of 6.45 million, of which 5.86
million are mobile and 588,000 fixed line customers, as of January 31, 2004. In mobile,
Bhartis footprint extends across 15 circles. Bharti Tele-Ventures' strategic objective is
to capitalize on the growth opportunities the company believes are available in the
Indian telecommunications market and consolidate its position to be the leading
integrated telecommunications services provider in key markets in India, with a focus on
providing mobile services.

MTNL

MTNL was set up on 1st April 1986 by the Government of India to upgrade the quality of
telecom services, expand the telecom network, introduce new services and to raise
revenue for telecom development needs of Indias key metros Delhi, the political
capital, and Mumbai, the business capital. In the past 17 years, the company has taken
rapid strides to emerge as Indias leading and one of Asias largest telecom operating
companies. The company has also been in the forefront of 5 technology induction by
converting 100% of its telephone exchange network into the state-of-the-art digital
mode. The Govt. of India currently holds 56.25% stake in the company. In the year
2003-04, the company's focus would be not only consolidating the gains but also to
focus on new areas of enterprise such as joint ventures for projects outside India,
entering into national long distance operation, widening the cellular and CDMA-based
WLL customer base, setting up internet and allied services on an all India basis.
MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the market
for fixed wireline phones is stagnating, MTNL faces intense competition from the private
playersBharti, Hutchison and Idea Cellular, Reliance Infocommin mobile services.
MTNL recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03, a decline of
5.8 per cent over the previous years annual turnover of Rs. 63.92 billion.
RELIANCE INFOCOMM

Reliance is a $16 billion integrated oil exploration to refinery to power and textiles
conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an integrated
telecom service provider with licenses for mobile, fixed, domestic long distance and
international services.

Reliance Infocomm offers 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.
Reliance IndiaMobile, the first of Infocomm's initiatives was launched on December 28,
2002.

This marked the beginning of Reliance's vision of ushering in a digital revolution in India
by becoming a major catalyst in improving quality of life and changing the face of India.
Reliance Infocomm plans to 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. Until recently, Reliance was permitted to
provide only limited mobility services through its basic services license. However, it
has now acquired a unified access license for 18 circles that permits it to provide the full
range of mobile services. It has rolled out its CDMA mobile network and enrolled more
than 6 million subscribers in one year to become the countrys largest mobile operator.
It now wants to increase its market share and has recently launched pre-paid services.
Having captured the voice market, it intends to attack the broadband market.
TATA TELESERVICES

Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies, over
200,000 employees and more than 2.3 million shareholders. Tata Teleservices provides
basic (fixed line services), using CDMA technology in six circles: Maharashtra (including
Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka. It has over
800,000 subscribers. It has now migrated to unified access licenses, by paying a Rs.
5.45 billion ($120 million) fee, which enables it to provide fully mobile services as well.

The company is also expanding its footprint, and has paid Rs. 4.17 billion ($90 million)
to DoT for 11 new licenses under the IUC (interconnect usage charges) regime. The
new licenses, coupled with the six circles in which it already operates, virtually gives the
CDMA mobile operator a national footprint that is almost on par with BSNL and
Reliance Infocomm. The company hopes to start off services in these 11 new circles by
August 2004. These circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata,
Orissa, Punjab, Rajasthan, Uttar Pradesh (East) & West and West Bengal.
VSNL

On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government
owned corporation - was born as successor to OCS. The company operates a network
of earth stations, switches, submarine cable systems, and value added service nodes to
provide a range of basic and value added services and has a dedicated work force of
about 2000 employees. VSNL's main gateway centers are located at Mumbai, New
Delhi, Kolkata and Chennai. The international telecommunication circuits are derived via
Intelsat and Inmarsat satellites and wide band submarine cable systems e.g. FLAG,
SEA-ME-WE-2 and SEA-ME-WE-3. The company's ADRs are listed on the New York
Stock Exchange and its shares are listed on major Stock Exchanges in India. The
Indian Government owns approximately 26 per cent equity, M/s Panatone Finvest
Limited as investing vehicle of Tata Group owns 45 per cent equity and the overseas
holding (inclusive of FIIs, ADRs, Foreign Banks) is approximately 13 per cent and the
rest is owned by Indian institutions and the public. The company provides international
and Internet services as well as a host of value-added services. Its revenues have
declined from Rs. 70.89 billion ($1.62 billion) in 2001-02 to Rs. 48.12 billion ($1.1 billion)
in 2002-03, with voice revenues being the mainstay. To reverse the falling revenue
trend, VSNL has also started offering domestic long distance services and is launching
broadband services. For this, the company is investing in Tata Telservices and is likely
to acquire Tata Broadband.
Vodafone

Vodafones presence in India dates back to late 1992, when they worked with local
partners to establish a company licensed to provide mobile telecommunications
services in Mumbai. Commercial operations began in November 1995. Between 2000
and March 2004, Hutch acquired further operator equity interests or operating licences.
With the completion of the acquisition of BPL Mobile Cellular Limited in January 2006, it
now provides mobile services in 16 of the 23 defined licence areas across the country.
Hutch India has benefited from rapid and profitable growth in recent years. it had over
17.5 million customers by the end of June 2006.

IDEA
Indian regional operator IDEA Cellular Ltd. has a new ownership structure and grand
designs to become a national player, but in doing so is likely to become a thorn I the
side of Reliance Communications Ltd. IDEA operates in eight telecom circles, or
regions, in Western India, and has received additional GSM licenses to expand its
network into three circles in Eastern India -- the first phase of a major expansion plan
that it intends to fund through an IPO, according to parent company Aditya Birla Group.

Policies of telecom industry in India

Government of India implemented the unified access licensing regime, which enables
basic and cellular mobile service to use any modern technology. In 1997, Telecom
Regulatory Authority of India (TRAI) was formed to facilitate the growth of the telecom
sector in India.

Major services and market potentiality of Telecom industry in India

Telecommunication sector in India is primarily subdivided into two segments, which are
Fixed Service Provider (FSPs) and Cellular Services. Telecom industry in India
constitutes some essential telecom services like telephone, radio, television and
Internet. Telecom industry in India is specifically emphasizing on latest technologies like
GSM( Global System for Mobile Communications), CDMA(Code Division Multiple
Access), PMRTS(Public Mobile Radio Trunking Services), Fixed Line and
WLL(Wireless Local Loop ). India has a prospering market specifically in GSM mobile
service and the number of subscribers is growing very fast.

Economic perspective of telecom industry in India

Telecom industry in India has a major role in Indian economy. The Indian government is
also enforcing some effective telecom policies and regulations for the infrastructural
growth of this industry. Indian telecom market provides a tele-density of 8.5 percent as
registered in the year 2004. A number of leading multinational telecommunication
companies are approaching and showing their interest to invest for the telecom industry
in India.

Telecommunication industry of India ranked sixth among all the telecommunication

sectors in the world. In the year 2004, the total numbers of telephone subscriptions
were US$93.2.

Partner with an Industry Insider for Results

Telecommunications, like many technology providers, faces the constant challenge of
keeping employees, customers, partners and resellers abreast of technology updates
and advances. In one NIIT client investigation, employees lack of knowledge about a
product or service, including its differentiating factors from like options, proved a key
contributing issue in crippling sales. Training readiness and proactive customer support
enable you to not only keep your people up to speed, but to take advantage of new
business opportunities and reach larger markets. You need to deliver complex training
using best-of-breed technology, and do it on a global scale without risking your systems
or investing in expensive infrastructure

Investment Policy Framework

1. Foreign Direct Investment of up to 100 percent permitted for the following:
- Manufacturing of telecom equipment
- Internet service (not providing international gateways)
- Infrastructure providers (Category I)
- E-mail service
- Voice mail service
- Call Centers and IT enabled services
2. Foreign Direct Investment of up to 74 percent permitted for the following:
- Internet service (providing international gateways)
- Infrastructure providers (Category II)
- Radio paging services

3. Foreign Direct Investment of up to 49 percent permitted for the following:

- National long distance service
- Basic telephone service
- Cellular mobile service
- Other value added service
4. Additional foreign investment through holding/investment company
5. Automatic approval for technology fee up to US$ 2 million, royalty up to 5 percent for
domestic sales and 8 percent for exports in telecom manufacturing (higher amount
through specific approvals)
6. Full repatriability of dividend income and capital invested in the telecom sector
7. Fiscal incentives and concessions for the telecom sector:
- Amortization of license fee
- Tax holiday
- Rebate on subscription to shares/debentures
- Scope for tax exemption on financing through venture capital
- Import duty rates reduced for various telecom equipment

Source: (i) Annual Report, 2001-2002 and (ii) Indian Telecommunication Statistics 2002
(Policy Framework, Status and Trends), both published by the Department of
Telecommunications, Ministry of Communications & IT, Government of India
 COMPANY PROFILE
Introduction to the organization:

IDEA Cellular Limited was incorporated in 1995 and is one of the leading GSM mobile
services operators. Headquartered in Mumbai, it has licenses to operate in all 22
service areas across the country, though commercial operations are currently in 16
services areas.

With a customer base of over 43.02 million subscribers, the operations cover the states
of Maharashtra, Goa, Gujarat, Rajasthan, Delhi, Haryana, Himachal Pradesh,
Uttaranchal, Uttar Pradesh, Madhya Pradesh, Chhattisgarh, Andhra Pradesh, Kerala,
and Bihar. Orissa, and Tamil Nadu will become operational during 2008-09, and Idea
will then cover approximately 90 per cent of the countrys telephony potential. IDEA
enjoys a market leadership position in many of its operational areas. It offers GPRS on
all its operating networks for all categories of subscribers, and was the first company in
India to commercially launch the next generation EDGE technology in Delhi in 2003. As
a pioneer in technology deployment, it has been in the forefront through the adoption of
bio fuels to power its base stations, and by employing satellite connectivity to reach
inaccessible rural areas in Madhya Pradesh.

IDEA has been a leader in the introduction of value added services, and there are
several firsts to its credit, including a voice portal Say Idea, Idea TV, voice chat, instant
messenger, and many more. Tariff plans have been customer friendly, catering to the
unique needs of different customer segments, where Womens Card caters to the
special needs of the woman on the move, and Youth Card covers the emerging youth
segment. IDEA has won numerous awards and is the only Indian GSM operator to win
the prestigious GSM Association Award consecutively in the best mobile technology
category for the Best Billing and Customer Care Solution both in 2006 and in 2007 in
the face of international competition. In 2007 IDEA was listed on the National Stock
Exchange (NSE) and the Bombay Stock Exchange (BSE).

Company Information

As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to operate
in 11 circles. With a customer base of over 17 million, IDEA Cellular has operations in
Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh,
Uttaranchal, Haryana, UP-West, Himachal Pradesh and Kerala. IDEA Cellular's footprint
currently covers approximately 45% of India's population and over 50% of the potential
telecom-market As a leader in Value Added Services, Innovation is central to IDEA's
VAS Factory. It is the first cellular company to launch music messaging with 'Cellular
Jockey', 'Background Tones', 'Group Talk', a voice portal with 'Say IDEA' and a
complete suite of Mobile Email Services

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the distinction of
offering the most customer friendly and competitive Pre Paid offerings, for the first time
in India, with 'Super Power', 2 Minutes Outgoing Free, Lifelong offer and other
segmented offerings like Women's Card. 'Lifetime Idea' is the first and only loyalty
program, for pre paid customers, introduced by a Cellular brand. Customer Service and
Innovation are the drivers of this Cellular Brand. A brand known for their many firsts,
Idea is only operator to launch GPRS and EDGE in the country.
The latest feather in the IDEA cap is the GSM Association Award for Bill Flash, it has
recently won making it the first cellular operator in India to win an award on this
platform.Idea Cellular is part of the Aditya Birla Group, which is India's first truly
multinational corporation. Global in vision, rooted in Indian values, the group is driven by
a performance ethic pegged on value creation for its multiple stakeholders. The
combined holding of the Aditya Birla Group companies in Idea stands at 98.3 per cent.
Mr Kumar Mangalam Birla has been named the Chairman of the company. The other
directors on the board are: Mrs. Rajashree Birla, Chairperson, Aditya Birla Centre for
Community Initiatives and Rural Development; Mr. Sanjeev Aga, Managing Director,
Aditya Birla Nuvo; Mr. Debu Bhattacharya, Managing Director, Hindalco; Mr. Saurabh
Misra, Director, Aditya Birla Management Corporation Ltd. and CEO, UltraTech; and Mr.
M. R. Prasanna, Group Executive President (Legal), Aditya Birla Group. Aditya Birla
Nuvo Ltd. holds 35.7 per cent, Birla TMT Holdings Ltd. 44.9 per cent, Grasim 7.5
percent,and Hindalco10.1percent in idea. With ambitious future plans, the company is
poised for rapid growth.

Idea is the part of the Aditya Birla Group and all our Promoters are companies
belonging to the Aditya Birla Group.

Partners

IDEA welcomes all businesses and individuals interested in partnering with us to

enhance and strengthen the IDEA products & services portfolio.

To explore such potential partnerships, kindly get in touch with us by submitting the
Partners Form.

IDEA Cellular Ltd. and Research In Motion (RIM) have launched the BlackBerry solution
for IDEA customers. IDEA will offer a broad range of BlackBerry smartphones and
services for enterprise and individual customers on its network, nationally. The
BlackBerry solution provides customers with easy wireless access to email, phone,
calendar, Web and multimedia applications, as well as access to thousands of other
mobile business and lifestyle applications.

BlackBerry smartphones will now be available from IDEA stores, leading modern trade and multi-brand outlets across
15 circles of IDEA Cellular's network, throughout the country. IDEA customers can now choose from a broad range of
BlackBerry smartphones and enjoy the freedom and productivity benefits of using the BlackBerry solution to stay
connected to people and information, while on the move.

Pradeep Shrivastava, Chief Marketing Officer, IDEA Cellular Ltd., said, "IDEA has continuously endeavored to enrich
the lives of our customers through cutting-edge technology on our network. Our partnership with RIM to offer the
BlackBerry solution with a rich portfolio of smartphones reinforces this commitment to our customers. With the
BlackBerry solution, IDEA customers can now stay connected and access information in a timely manner, thus
increasing productivity and contributing to a better work-life balance."
Frenny Bawa, Vice President, India at RIM, said, "The innovative BlackBerry solution has proven successful in
enabling businesses to mobilise their workforce and it has also proven popular among consumers for its industry-
leading messaging capabilities and rich multimedia features. We are pleased to partner with IDEA Cellular to expand
the availability of the BlackBerry solution in India."
IDEA Cellular will offer BlackBerry Enterprise Server to corporate customers and other organizations that manage
their own email servers.
The BlackBerry Enterprise Server software integrates with IBM Lotus Domino, Microsoft Exchange and Novell
GroupWise and provides advanced security and IT policy controls to enable secure, push-based wireless access to
email and other corporate data.

IDEA Cellular will also offer BlackBerry Internet Service, which is designed for smaller businesses and individuals. It
allows customers to access up to 10 supported corporate and personal email accounts (including most popular ISP
email accounts) from a single device.

Idea Cellular continued to be among Indias fastest growing cellular service companies,
with its revenues rising by 83 percent to touch Rs 1,100 crore in FY 200203, from Rs
600 crore in the previous year. Its subscriber base grew by 58 percent to touch
1,280,441 from 808,676 in FY 200102. The biggest contribution came from the
lucrative Delhi circle, which added 132,417 subscribers to Ideas kitty. The growth was
also fuelled by the deployment of new services like GPRS. Idea invested a total of Rs
4,800 crore in various circles in FY 200203. The technology advancement in the
telecom sector and its wide adoption by other service providers forced the company to
upgrade its existing infrastructure. Idea chose Ericsson to upgrade both its IN-based
prepaid and postpaid boxes. Idea also built new cell sites in all its operational circles
during the fiscal. For instance, it built around 400 cell sites in Delhi, almost equivalent to
AirTel, the leading service provider in the circle. The additional cell sites enabled the
company to provide 6,000 km of highway coverage in four of its operating states. The
result: it attained leadership position in Maharashtra, Andhra Pradesh and Madhya
Pradesh circles, including Chattisgarh. To provide improved service at cheaper rates,
Idea kept on changing tracks throughout the fiscal. As part of this gameplan, it recently
parted ways from Bharti and tied up with BSNL for routing of long distance calls. For
international long distance, the company has tied up with VSNL along with its other
Mobilefirst partners like BPL Mobile, Spice Telecom, RPG Cellular and Escotel.

Idea Cellular is now planning to pump in another Rs 500 crore this year to improve the
infrastructure in its circles. The money would be utilized in building new cell sites,
installing IVRs, call centers, and improving the IT infrastructure.
Idea Cellular has extended its recent television commercial, which shows a politician
asking for public opinion before finalising a development project, to real life. The MyIdea
campaign uses the Internet, TV and radio media to engage people, demonstrate the
power of collective decision making and the usability of mobile phones in that process.

A website, myidea.co.in, has been created, which allows users to raise or submit
questions related to issues in their cities or districts, politics, society, economy,
entertainment and sports in 150 words. Users are also allowed to upload pictures to
support their questions and can forward the questions submitted by them to their
friends. Users are also empowered to garner support and votes for their ideas. A user
can also submit his vote on questions raised by others. Ideas such as Criminals
shouldnt stand for elections, Should LK Advani stop his online campaign?, Save the
girl child and Ban plastic bags have been entered by users.

Within three weeks of its launch, the website claims that a total of 1,29,758 votes have
been received for 1,806 questions raised by users, with 755and 479 questions
submitted under the politics and society categories. The website has received 3,06,896
page views.

The Lintas Media Group, in association with Pinstorm Technologies, has conceptualised
and managed the creative, media planning and technology part of the campaign.
Speaking to afaqs!, Mahesh Murthy, chief executive officer, Pinstorm, an interactive
agency, says, Idea Cellular wanted to demonstrate the participative democratic
process in reality and thats why we were briefed to develop an interactive application or
website which will engage and enable users to submit their opinions. A spokesperson
from Idea Cellular tells afaqs!, In a mobile market, where the call rates offered and the
technology available to all mobile operators are almost similar, Idea wanted to
differentiate its communication from the other players. Thats why, it has opted for the
participative decision making route to demonstrate the efficient ways of using mobile
telephony.
He adds, Idea Cellular is not doing the campaign for any social cause. The website
has been created to amplify the communication put forward by the current television
commercial.

Apart from the website, the mobile operator is also using TV and radio platforms to
engage users with the MyIdea campaign.

Idea Cellular has tied up with TV news channels such as Zee News, STAR News,
CNBC Awaaz, CNBC, NDTV India and NDTV 24x7, and FM radio stations such as
Radio Mirchi, Radio City, Big FM and My FM to execute the campaign. Every day, the
news channels pick up a topic and ask a question on the same. Viewers are requested
to vote and send in their replies via SMSes. The results are announced on the news
channels at 8-9pm. On radio, radio jockeys ask a question of the day and invite listeners
to call and discuss the issue.
Sathyamurthy NP, president and chief operating officer, Lintas Media Group, tells
afaqs!, Everyday, 18,000 people participate on TV, while 3,000 people take part in the
MyIdea questions through radio. Idea Cellular is using search engine marketing (SEM)
and display advertising across all major portals such as Yahoo! and Rediff to promote
the MyIdea website. It has even developed a special application for iGoogle and will
launch MyIdea applications on social networking sites such as Orkut.com and
Facebook.com as well.

Brand Information

The brand Idea

It is almost impossible to disintegrate brand Idea from the corporate Idea. Brand values
are the company values and vise versa.

Brand Vision: It goes without saying that the brand vision of idea mirrors the companys
vision. The brand mission statement is...... To be the most customer-focused mobile
service brand, continuously innovating to help liberate our customers from the shackles
of time & space.

IDEA - Brand Values

Innovate . Stimulate . Liberate ....

It is these brand values, which have made us a formidable player in the telecom
industry. Innovations that stimulate the customer and liberate him from the shackles of
time and space are the core of our brand. This is what we strive for. Nothing more,
nothing less, nothing else.

IDEA - Brand Mission

The India footprint Idea

Anywhere connectivity - bringing India closer.
The Technology Advantage Idea
Tomorrow's technology to enrich today.
The Customer Focus Idea
Make a single interaction a lasting relationship.
The Employee Focus Idea
Nurture the roots that nurture our ideas.

Brand Initiatives

Our aim, through media buying and planning, is to create year round impact. With the
objective of Strengthening our brand, we work with strategic communication partners on
campaigns like sponsorship of the Idea International Indian Film Academy awards and
the television programs Idea Rocks India, Idea Star Singer and Idea Andhra Idol.
We seek engagement with subscribers on a variety of levels, from major celebrity
fashion shows to small local events timed to coincide with new product offerings Since
August 2003, we have commissioned a Brand Track Index Study to evaluate the health
of our brand. The Brand Track Index Study is a monthly study conducted by TNS, a
marketing consultant engaged by us to evaluate our brand using face-to-face interviews
on a random sample of mobile users a well as those Intending to purchase mobiles
within the next three months. According to the study our brand is perceived as .
reliable/trustworthy and one that offers cheaper and good promotional offers. We
have improved our rating in the Brand Track Index calculated by the study in the past
year reflecting, we believe, the growing strength of our brand.

The main communication medium for the Idea brand is television, where we seek
strategic Idea brand coverage in various formats. Billboards and hoardings are used as
a secondary medium, customized for specific regional preferences to communicate
effectively at the local level. We also use other mass communication media such as the
press and radio to communicate price plans and other tactical and customer
information. All our key initiatives are subjected to a rigorous testing and launch process
to ensure accountability for all advertising spend and improve the chances of success of
a new product. This process is followed up with extensive briefing of call center agents
and sales personnel and real-time tracking of the impact of the communication and
feedback from subscribers

Our Values

Values We Value :

Integrity - Honesty in every action

At Aditya Birla Group, Integrity is defined as: Acting and taking decisions in a manner
that is fair, honest, following the highest standards of professionalism and also
perceived to be so. Integrity for us means not only financial and intellectual integrity, but
in all other forms as are commonly understood.
Key words that connote Integrity are:
Ethical
Truthful
Principled
Transparent
 Upright
Respectful

Commitment - deliver on the promise

At Aditya Birla Group Commitment is defined as: On the foundation of integrity, doing
whatever it takes to deliver value to all stakeholders. In the process, taking ownership of
our actions and decisions, those of our team and that part of the organization that we
are responsible for.

Key words that connote commitment are:

Accountability
Discipline
Responsibility
Result -orientation
Self-confidence
Reliability

Passion - energized action

At Aditya Birla Group Passion is defined as: A missionary zeal arising out of emotional
engagement with the organization that makes work joyful and inspires each one to give
his or her best. Relentless pursuit of goals and objectives with the highest level of
energy and enthusiasm, that is voluntary and spontaneous.

Key words that connote passion are:

Intensity
Innovation
Transformational
Fire-in-the-belly
 Inspirational
Deep sense of purpose

Seamlessness - boundryless in letter and spirit

At Aditya Birla Group, Seamlessness is defined as:
Thinking and working together across functional silos, hierarchies, business and
geographies. Leveraging the available diversity to garner synergy benefits and promote
openness through sharing and collaborative efforts.

Key words that connote Seamlessness are:

Teamwork
Integration
Involvement
Openness
Global
Learning from the best
Empowering

Speed - one step ahead always

At Aditya Birla Group, Speed is defined as: Responding to internal and external
customers with a sense of urgency. Continuously seeking to crash timelines and
choosing the right rhythm to optimize organization efficiencies.
Key words that connote Speed are:
Response time
Agile
Accelerated
Timelines
Nimble
Prompt
Proactive
Decisive
Our Promoters

Our Promoters are -

1. Aditya Birla Nuvo Limited
2. Grasim Industries Limited
3. Hindalco Industries Limited and
4. Birla TMT Holdings Private Limited.

Prepaid Plans in India

With Idea, SIMPLICITY and AFFORDABILITY walk hand in hand. Our customer centric
tariffs allow you all the room in the world to choose the perfect plan, one which
optimizes your usage and keeps your pocket heavy too. So, when you talk, you don't
forget to smile.

Online Prepaid Recharge Vouchers

Andhra
Delhi & NCR Gujarat Haryana
Pradesh

Himachal Madhya Pradesh & Maharashtra &

Kerala
Pradesh Chattisgarh Goa

Uttar Pradesh
Rajasthan Uttar Pradesh (W) Mumbai
(E)

Bihar &
Punjab Orissa
Jharkhand
Please select a location for prepaid plans
Note:
Completed CAF & a recent photograph with customer's signature is compulsory
Customer's signature on the photocopies are mandatory
Retailer & Distributor signature & stamp on the CAF and photocopies are
mandatory

Connection will be barred if your documents fail to reach us or fail to comply with
regulator's guidelines.
Idea Cellular Ltd. does not deal in handsets.
Idea services are purely restricted to the business of SIM cards and cellular
services.

Postpaid Plans in India:

With Idea, SIMPLICITY and AFFORDABILITY walk hand in hand. Our customer
centric tariffs allow you all the room in the world to choose the perfect plan, one
which optimizes your usage and keeps your pocket heavy too. So, when you talk,
you don't forget to smile.

Idea Cellular Ltd. does not deal in handsets.

Idea services are purely restricted to the business of SIM cards and cellular
services.

Please select a location for postpaid plans

 Idea Postpaid Registration & Activation Process

As per the directive from the Department of Telecom (DOT), following Documents
need to be submitted with the Customer Application Form

For Identity/Address Proof

Passport
Arms License
Driving License
Photo Identity Card having address
Election Commission ID Card
Anyother document containing photograph includes

(a) Ration Card with your photo & address applicable for personwhose photo is
affixed.
(b) CGHS/ECHS Card

(c) Certificate of address having photo issued by MP / MLA / Group A Gazetted

Officer in letter head.

(d)Certificate of address with proof from Govt. recognized educational institutions

(for students only)

(e)Certificate of address having photo issued by Village Panchayat head (for rural
areas)

For Identity Proof (only)

Income Tax PAN
Photo Credit Card
For Address proof (only)
 Ration card
Water Bill (not older than last 3 months)
Telephone Bill for Fixed line (not older than last 3 months)
Electricity Bill of State company (not older than last 3 months)
Income Tax Assessment Order
Vehicle Registration Certificate
Registered Sale / Lease Agreement

Note:
Completed CAF & a recent photograph with customer's signature is compulsory
Customer's signature on the photocopies are mandatory
Dealer & Distributor signature & stamp on the CAF and photocopies are
mandatory

Value Added Services

IDEA TV

Just when you thought you had the cake, we made it possible for you to eat it too.
Introducing THE IDEA Value Added Services, a vibrant bouquet of "little conveniences"
"small pleasures" "bits of happiness" "dollops of infotainment" and all those "itsy bitsy"
wants of yours that together make up THE BIG SMILING PICTURE. SMS based
services to Voice based ones, the Idea range cuts across all modes of communication
to ensure the BEST VALUE for your money.
So be it downloading the latest ring tones or sharing the freshest of blonde jokes, be it
checking the status of your cousin's train arrival time or arranging a pick up for your
boss's delayed flight, Idea hands you the power to do it all.

You could also book a surprise movie ticket or deliver those dainty dandelions for your
date or access the latest cricket scores or some serious stock information; or maybe
even play downloadable games or chill out with some zany chats with buddies on-line.
Idea Cellular enters Mumbai; plans Rs 800-cr capex in FY'09
The Aditya Birla group promoted Idea Cellular today rolled-out its
telephony service in Mumbai, for which it would invest Rs 600 crore in
the current fiscal.
The company also plans to start services in Bihar, Jharkhand, Tamil Nadu and Orissa
by January, 2009. After the merger of Spice Telecom, the company will start services in
Karnataka and Punjab, Aditya Birla group Chairman Kumar Mangalam Birla told
reporters here. Idea Cellular's Mumbai launch is the biggest-ever single city launch by
any telecom company in the country and is aimed at garnering 8 lakh customers in one
year, he said.
Claiming to be a top-of-line service, Birla said that the initial target would be to capture
20 per cent of the 3.5 lakh new customers that is expected to be added every month in
Mumbai.

"We plan to invest Rs 800 crore in FY'09. We will invest Rs 600 crore for roll-out of
Mumbai operations while Rs 200 crore will be spent on new licenses...1,000 cell sites
would be set up initially," Birla said. Idea Cellular runs operations in Delhi, Himachal
Pradesh, Rajasthan, Haryana, Uttar Pradesh, Uttaranchal, Madhya Pradesh,
Chhattisgarh, Gujarat, Maharashtra, Goa, Andhra Pradesh and Kerala. It holds
spectrum for Bihar, Orissa, Tamil Nadu and Karnataka and licenses for the remaining
six service areas.
Duration of the project:-
Project Timeline (till now)

1 2-9 9 to 18 18 to 25

Project Description

Literature Review
Questionnaire
Preparation
Market Research

Data Compilation
Findings &
Recommendations
Final Report

Presentation

Objective of study:-
Customer satisfactions with relation to IDEA prepaid would be the focus of our study,
confining mainly to Jaipur region. Companys services will be adjudged on the basis of
many factors.
SWOT ANALYSIS
SWOT ANALYSIS

Strength
(1) Telecom industry covers world wide network.
(2)Outstanding network of different business man from different countries round
the world.
(3) It enjoys the good share of global business round the world

Weakness
(1) Awareness among people is less
(2) People normally are not trusting idea for long period

Opportunities
(1)Rapid growth of Jaipur city is the another prime opportunity
(2)Superior segment demarcation and co-ordination will be beneficial.
(3) Being a world class bank and having a good reputation,
(4) the goodwill can be cashed upon with the growing economy of India.
(5) There is vast scope in idea because India is a country with lot of potential

Threats
(1) Loosing its strength in market due to lack of customer satisfaction
(2) vast potential customers are subscribed with other companies
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY

Definitions of research
Attempt to find out in a systematically and scientific manner;
Systematic investigation to establish facts
inquire into; "the had to research the history of the Second World War for their
history project"; "He searched for information on his relatives on the web"; "Scientists
are exploring the nature of consciousness"

Tools, Methods &Type of researches: -

Descriptive research:
This research is the most commonly used and the basic reason for carrying out
descriptive research is to identify the cause of something that is happening. For
instance, this research could be used in order to find out what age group is buying a
particular brand of cola, whether a companys market share differs between
geographical regions or to discover how many competitors a company has in their
marketplace.
However, if the research is to return useful results, whoever is conducting the research
must comply with strict research requirements in order to obtain the most accurate
figures/results possible.

Type of research selected:- Among all these researches descriptive research looked
fine for our problem

Sample size: - 100

Methods of selecting sample:-

Stratified Random Sampling

Stratified Random Sampling, also sometimes called proportional or quota random

sampling, involves dividing your population into homogeneous subgroups and then
taking a simple random sample in each subgroup. In more formal terms:

Objective: Divide the population into non-overlapping groups (i.e., strata) N1, N2, N3, ...
Ni, such that N1 + N2 + N3 + ... + Ni = N. Then do a simple random sample of f = n/N in
each strata.

There are several major reasons why you might prefer stratified sampling over simple
random sampling. First, it assures that you will be able to represent not only the overall
population, but also key subgroups of the population, especially small minority groups. If
you want to be able to talk about subgroups, this may be the only way to effectively
assure you'll be able to.

If the subgroup is extremely small, you can use different sampling fractions (f) within the
different strata to randomly over-sample the small group (although you'll then have to
weight the within-group estimates using the sampling fraction whenever you want
overall
population estimates). When we use the same sampling fraction within strata we are
conducting proportionate stratified random sampling. When we use different sampling
fractions in the strata, we call this disproportionate stratified random sampling. Second,
stratified random sampling will generally have more statistical precision than simple
random sampling. This will only be true if the strata or groups are homogeneous. If they
are, we expect that the variability within-groups ilower than the variability for the
population as a whole. Stratified sampling capitalizes othatfact.

Methods of selecting sample:-

Probability Sampling

A probability sampling method is any method of sampling that utilizes some form of
random selection. In order to have a random selection method, you must set up some
process or procedure that assures that the different units in your population have equal
probabilities of being chosen. Humans have long practiced various forms of random
selection, such as picking a name out of a hat, or choosing the short straw. These days,
we tend to use computers as the mechanism for generating random numbers as the
basis for random selection.

Scope of study

Project type: - Customer satisfaction is the most crucial factor for sustaining in the
markets for the longer period. Especially in respect of TELECOM SERVICES,
Customer satisfaction plays a pivotal role. Idea which is the part of Birla Group is a
new player in Telecom Services and still is in expansion mode in Jaipur.
Area covered: - urban ..
Primary focus:- people who use Idea service ..

LIMITATION OF STUDY
Due to sample size
The sample size of our project is particularly small. A small sample size has a greater
probability that the observation just happened to be particularly good or particularly bad.
Therefore it is harder to find significant relationships from the data, as statistical tests
normally require a larger sample size to justify that the effect did not just happened by
chance alone.

Literacy level
In earlier days people dont prior there childrens on studies but firstly let there childrens
learn business techs but now things are changing people are know understanding that
due to lack in studies they are lacking behind .so know people are making their new
generation literate

DATA INTERPRETATION

Analysis and Interpretation

 Mobile companys service availing at present

(a) Idea 15%

(b) BSNL 25%
(c) Airtel 30%
(d) Vodafone 20%
(e) Other 10%

10 15 Idea
Bsnl
20
Airtel
25
Vodafone

30 Other

INTERPRETATION
15% of respondents prefer IDEA service
25% of respondents prefer BSNL service
30% of respondents prefer AIRTEL service
20% of respondents prefer VODAFONE service
10% of respondents prefer Other services
 Service prefer

(a) Prepaid 60%

(b) Post Paid 40%

prepaid postpaid

40%

60%

INTERPRETATION

In this survey, I approached the customers who use Idea prepaid service
Idea customers who use prepaid service are 60% and postpaid service users are
40%.
 Have you ever heard IDEA Celluler

(a) YES 60%

(b) NO 40%

40 YES

60 NO

INTERPRETATION

In this survey, I asked to the customers who ever heard Idea service
Idea customers who heard idea service are 60% and not heard are 40%.
 If we offer you to have an idea plan,then will you

(a) SELECT 45%

(b) NO 55%

45 SELECT
55 NO

INTERPRETATION
 In this survey, I offerd the customers to have an Idea plan
Idea customers who use idea service are 45% and not are 55%.

criteria for selecting Idea

(a) Better Network 23%

(b) Minimum monthly recharge 43%
(C)All local tariff option 26%
(d) STD tariff option 8%

Better Network Minimum monthly recharge

All local tariff option STD tariff option

8%
23%

26%

43%
INTERPRETATION

In this question it was seen that 43% customers were selecting Idea due to
minimum monthly recharge
26% customers criteria is all local tariff option
23% customers prefer better network
8% customers preferred STD tariff options for selecting Idea

monthly uses in Rs.

(a) 200 37%

(b) 300 41 %
(c) 500 13%
(d) >500 9%
 45
40
35
30
25
20
15
10
5
0
200 Rs. 300 Rs. 500 Rs. >500 Rs.

INTERPRETATION
41% customers have their monthly expenditure about Rs 300
37% customers have their monthly expenditure about Rs 200
13% customers have their monthly expenditure about Rs 500
9% customers expend about Rs >500

satisfied with Idea service

(a) Excellent 40%

(b) Good 45%
(C) Fair 11%
(d) Not satisfied 4%

Not satisfied
Fair

Excellent

Good

INTERPRETATION
40% customers expressed Idea service as excellent
45% customer expressed Idea service as good
11% customer expressed Idea service as fair
4% customers are not satisfied
 Influence to select Idea

(A) Retailer suggestion 45%

(b) Family opinion 10%
(C)Friends opinion 25%
(d) Others 20%

Retailer suggestion
Family opinion
Friends opinion
Others

20%

45%

25%

10%

INTERPRETATION
45% customers were influenced by retailer
25% customers influenced by friend
20% customers influenced by others
10% customers influenced by family
 How would you rate network covrage of idea ?

(a) Excellent 40%

(b) Very Good 45%
(C) Good 11%
(d) Poor 4%

poor
Good

Excellent

Very good
INTERPRETATION
40% customers expressed Idea service as excellent
45% customer expressed Idea service as very good
11% customer expressed Idea service as good
4% customers are poor

You will recommend idea to others ?

(a) YES 70%

(b) NO 30%
 30
YES
NO
70

INTERPRETATION

In this survey, I asked to the customers that will you recommend idea
Idea customers who recommend idea service are 70% and which are not
recommend that 30%.

You have select idea for ?

(A) Network coverage 45%

(b) call ratio 10%
(C)Internet services 25%
(d) Others services 20%
 20 Network covrage

45 Call ratio
Internet service
25
Other service
10

INTERPRETATION
45% customers were influenced by Network covrage
10% customers influenced by Call ratio
25% customers influenced by Internet services
20% customers influenced by Other services

Are you satisfied with idea ?

(a) YES 60%

(b) NO 40%

40 YES

60 NO

INTERPRETATION

In this survey, I asked to the customers that are they satisfied with idea
Idea customers who are satisfied are 60% and which are not satisfied are 40%.

FACTS & FINDING

FACTS & FINDING
(1) In this project it was seen that customers was choosing idea cellular
because of minimum monthly recharge and low tariff.

(2) It was seen that majority of customers spend normally upto 200 to 300 for
their pre paid Mobile services

(3) it was seen that majority of customers were satisfied with idea services.

(4) Most of the customers got influenced with retailers

(5) it was seen that majority of customers prefer idea prepaid service.

(6) it was seen that majority of customers was choosing Airtel cellular.

(7) Idea has a cut throught competition with Airtel.

CONCLUSION
CONCLUSION

1. The important facts which could be concluded from our data regarding the
awareness of people
2. it was found that people are not so much techno savy as much as they have to.

3. It was also seen that people were not spending more then Rs 200 to 300 monthly
in market

a. Idea enjoys the good share of business in global market

b. customers preferred STD tariff options for selecting Idea

4. Customer shall be satisfied with the services of an Agent & Agents efforts should
be distinguish appreciated by the company.

5. Agent shall work in the direction of providing its customer maximum comfort &
best of services.

6. Agent must have full knowledge of the products of company and good Public
Relation & communication skills.
Recommendation
&
Suggestions
Recommendation and Suggestions:-

1. Standard in order to provide excellent customer satisfaction

a. We know that in this world of intense competition everyone is trying to
prove itself best in its respective field therefore we can conclude that there
is always an edge of improvement and hence the brand should work on
that.
b. Establish and coordinate business relation with big corporate houses
across the country
c. Company can improve upon its efficiency by not changing its staff
frequently. By doing this company can continue to create, maintain and
grow strong relationship with its existing customers
d. Idea behind this is that staff which is already working for idea is well
acquainted with the nature and wants of the existing customers
APPENDIX

QUESTIONNAIRE

In view of this, I hereby request you to give your feedback on the questionnaire given
below. Please note that your response will be kept confidential. Please mark the
appropriate answer.

Q.1 which mobile companys service are you availing at present?

(a) Idea
(b) BSNL
(c) Airtel
(d) Vodafone
(e) Any other

Q.2 which service you prefer?

(a) Prepaid
(b) Post Paid

Q.3 Have you ever heard of IDEA Celluler?

(a)Yes (b)No
 Q.4 If we offer you to have an idea plan , then will you.
(a) Select (b) No

Q.5 what are the criteria for selecting Idea?

(a) Better Network
(b) Minimum monthly recharge
(c) All local tariff option
(d) STD tariff option

Q.6 what is your monthly uses?

(a) 200
(b) 300
(c) 500
(d) >500

Q.7 how would you rank the Idea service?

(a) Excellent
(b) Good
(c) Fair
(d) Not satisfied

Q.8 How would you rate Network courage of Idea ?

(a) Excellent
(b) Very Good
(c) Good
(d) Poor
Q.9 You will recommend idea to others ?
(a)Yes (b)No

Q.10 You have selected idea for ?

(a) Network courage
(b) Call ratio
(c) Internet service
(d) Any other services

Q.11 Are you satisfied with idea service ?

(a)Yes (b)No

Q.12 Your Suggestion:-

--------------------------------------------------------------------------------
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 BIBLIOGRAPHY

Management books
Websites-

o www.ideacellular.com
o Wikipedia

Magazines
HBR
Primary research
Distributors and Retailers
Personal Observation

Marketing research, G.C.Beri, Third Edition, Tata McGraw Hill Publishing Company
Limited, New Delhi, 2000

Marketing management, Philip Kotler, Twelth (Millennium) edition, Prentice-Hall of

India Private Limited, New Delhi, 2003