A PROJECT REPORT

ON
“ANALYSIS OF TELECOM MARKET POTENTIAL
OF NASHIK CORPORATE SEGMENTS”

FOR
Softeng Computers Private Limited
BY

Under the Guidance of

Prof.

Submitted to

“University of Pune”

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF

MASTER OF BUSINESS ADMINISTRATION

IN
MARKETING

Through
 Acknowledgement

This project titled “ANALYASIS OF TELECOM MARKET POTENTIAL IN

NASHIK CORPORATE SEGEMENT” as a part of MBA degree course, for University
of Pune.

I take an opportunity to extent my sincere thank to Softeng Computers

Private Limited for giving me an opportunity to work with them.

I would like to thank Mr. Amol Pawar (Sales Manager – Data Operations) and Prof. Mr.
MAHESH GADEKAR for their guidance, kind encouragement and inspiration at every
stage of the task.

At Last but not least, I would like to thank. And Mr. Devendra Mokal (M.TECH
TRANSPORTATION) for keeping my spirits high throughout the project period
 LIST OF TABLES
Table Title Page no
no

1. Table shows total telecom expenditure of organization

2. Table showing telecom expense for DATA

3. Table showing telecom expense for VOICE

4. Table showing the type of DATA connection used in the

organization.

5. Table showing the type of VOICE connection used in the

organization

6. Table showing types of plan using in organization

7. Table showing customer rating of speed of data transmission

8. Table showing customer rating of downtime of connection

9. Table showing customer rating of voice

10. Table showing customer ranting of contact time in customer care

support activities

11. Table showing customer rating of feedback in customer care

support activities

12. Table showing customer rating of problem resolution in customer

care support activities

13. Table showing past history of using another service provider in

organization
LIST OF CHARTS

Chart Title Page

no no

1. Chart shows total telecom expenditure of organization

2. Chart showing telecom expense for data

3. Chart showing telecom expense for voice

4. Chart showing the type of data connection used in the organization.

5. Chart showing the type of data connection used in the organization

6. Chart showing types of plan using in organization

7. Chart showing customer rating of speed of data transmission

8. Chart showing customer rating of downtime of connection

9. Chart showing customer rating of voice

10. Chart showing customer ranting of contact time in customer care support
activities

11. Chart showing customer rating of feedback in customer care support

activities

12. Chart showing customer rating of problem resolution in customer care

support activities

13. Chart showing past history of using another service provider in

organization
 INDEX

CHAPTER Topic Page No.

1 INTRODUCTION

2 COMPANY PROFILE

3 INDUSTRY PROFILE

4 OBJECTIVE OF THE STUDY

5 RESEARCH METHADOLOGY

6 DATA ANALYSIS & INTERPRETATAION

7 RESEARCH FINDING

8 LIMITATIONS

9 CONCLUSION

10 SUGGESTION

12 BIBLIOGRAPHY

ANNEXURE

● QUESTIONNAIRE
 CHAPTER I

INTRODUCTION

1.1 Executive Summary

The Summer Internship Project (SIP) titled ‘To study the telecom market potential of

corporate segment among the Small and Medium Enterprise Customers in Nasik’. The

main objectives of the study are to know various types of Telecom services using by the

customer in Nasik. And are satisfied with the services provided by service provider and

also to identify the preferences of the customers. The duration of the project

was two months from 1st June 2010 to 31st July 2010 My project work was to find out

what people think about brand and its broadband services. Even though India is known

all over the world today as an Information and Communication Technology powerhouse,

within the country Internet has played are natively minor role As a part of study covered

most of the areas in and around Nasik District including places like Nasik city, Satpur

MIDC, Ambad MIDC, Sinnar MIDC.

Research methodology adopted for the collection of primary data was a structured

questionnaire followed by a personal interview The sampling technique used for this

study was simple random sampling and the sample size was 200.The tool which I used to

analysis the data was simple average method and the data’s where put in tabular form as

well as in chart form also.

In Nasik corporate sector there are many manufacturing units in MIDC as well as

logistics and warehousing units .many retail shop and commercial offices are

concentrated in Nasik city, it is essential for any such units have telecom services like

broadband, lease line, telephone, Centrex etc. to communicate fast with world. Now days

telecom market growing fast and customer desire for more in quality of service therefore

study shows that customers are well aware about technological changes. The study

included to find overall image of a brand, peoples view about its broadband

Services, suggestions and innovations wanted by people

The basic package itself has a speed of 512 Kbps and costs just Rs. 250. Having 1, 200

Internet potential customer base nivyaha can easily overtake the market from other

service providers in the Nashik Market.

Nasik corporate customer mainly using broadband as data connection and customer

prefer for high speed in lesser telecom expenses

Customer care support activities are play important role in choosing telecom service

provider for corporate customer

As a result of this survey I was able to conclude that the factors like Quality Service.

Competitive Price. Fast Solution of the internet. Customer care service, technical factors,

and expenses affected the preference of consumers in choosing service provider

 CHAPTER II

COMPANY PROFILE

1.1 History

A company incorporated as a Private Limited Company on the March 14, 1997 in the

name of Softeng Computers Private Limited (SCPL) under the ESSAR GROUP

umbrella. During the month of December 2004, the company applied and got a

Category A ISP license from the Department of Telecom which enabled it to provide

Internet services across India.

In March 2010, Parshwa Purushotam Parind Parekh Networks Private Limited

(P4NPL) an ISP provider in Mumbai, purchased SCPL from the ESSAR Group for an

undisclosed amount.

1.2 Introduction

Softeng Computers Private Limited is engaged in the business of providing broadband

internet services under the brand name of “Nivyaha Broadband.” The company is one of

the TOP 15 largest ISP providers in the country with almost 2 GIG Of Internet capacity

deployed.

P4NL and SCPL are amalgamating with S.V. Electrical Private Limited (SVEL) a (public

listed company) engaged in business of realty, Infrastructure, trading and other related
activities which help P4NL and SCPL to provide better broadband internet services with

a large scale network rollout.

The company has operations in Mumbai, Nashik, Pune, Badlapur, Dhule, Vasai, Virar,

Ambernath, and Ulhasnagar amongst other locations in Maharashtra. Total subscribers

are 61,000.

In FY 09-10, the company’s first year of operations, the total revenues were Rs. 7 crore.

For the FY 10-11, the company is on target to achieve total revenues of Rs. 20 crore.

Softeng Computers Private Limited is a licensed ISP in the state of Maharashtra. With

the tremendous response received to date by this ISP Softeng Computers Private

Limited. has applied for and acquired a second licence forthe region of Goa.The

businesses at Softeng Computers Private Limited have been structured into three main

strategic businesses groups Web hosting, Broadband & Internet Lease Line Services

and Enterprise Services.. Softeng Computers Private Limited is one of the leading

private sector providers of telecommunications services. The company also provides Web

hosting services, Internet access over DSL & Internet Lease Line in Maharashtra & Goa

Region. Softeng Computers Private Limited services offer an end-to-end

telecommunications solutions of Internet services

 VISION, MISSION AND OBJECTIVE

VISION

To become the largest telecom Service Provider in South East Asia.

MISSION

1. To provide world class State-of-art technology telecom services on demand at

Affordable price.

2. To Provide world class telecom infrastructure to develop the country's economy

OBJECTIVE

To be a Lead Telecom Services Provider.

Build customers confidence through quality and reliable service.

Provide Bandwidth on demand.

1.6 Quality Policy

 Reduction of error level.

 Reduction of operating cost.

 Reduction of cycle time

1.7 Softeng Computers Private Limited Offer:

• Internet Lease Line.

• Broadband.

• Web hosting.

• Video Conferencing.

• Mailing Solutions

1.10 Competitors of Softeng Computers Private Limited in Broadband

 BSNL

 BHARTI AIRTEL

 RELIANCE

 TATA INDICOM

 ASIANET
 NIVYAHA BROADBAND

NIVYAH offers the widest array of packages to suit every broad band customer needs at

most affordable prices. Nivyaha partners with Local Cable Operators to deliver its

Internet services to homes. Nivyaha also provides most competitively priced dedicated

band width solutions for Corporate and ITESPs.

Nivyaha partnership approach with the Local Cable Operator's and other industry players

has proved to be its winning strategy.

Nivyaha is the leading provider of technology services to mid-sized businesses. More

than products and services, we provide solutions that enable our clients to harness the

power of technology and business applications that have been previously only available

to large corporations. In short, we make leading technology work for you, in whatever

way you need it to.

Today, Nivyah with high quality service and local coverage have fueled its rapid

expansion

We bring the intensify of the Internet to hundreds of thousand subscribers every day.

Nivyaha provides a full range of innovative access with prepaid plans; Nivyaha is

committed to pleasing its subscribers, the corporate as well by following the company's

Core Values and Beliefs.

FORESIGHT

Communications technology and all its tools have significantly differentiated man from

the rest of the species on the planet. From the dawning of civilization to the era of the
great kingdoms up to today, different media of recording and communicating data have

given mankind a front-seat ticket to witness the significant events in this world. Today, as

history unfolds before our very eyes, another milestone in man's never-ending quest has

again taking shape through the Internet. The culmination of all communications and

scientific research shall emerge in this one infrastructure --- the Information

Superhighway. Nivyaha believes in this prospect, and is very glad to be part of this

development. Undeniably, this technology is here to stay. Comparable to the times when

early man sparked the first amber, it will continue to evolve, and this evolution shall

torch up our tracks into unchartered frontiers of the future --- leaving a blazing trail of

hope and knowledge for future generations.

Company comprises of leading edge products and services. These Form the building

blocks of the innovative solutions to construct. The Solutions are aimed at putting

business at ease. With nivyaha assured to platinum-grade service, world-class network

infrastructure, global alliances and superior domain expertise

INTRODUCTION TO SERVICES

The Internet is critical to the new economy in the near future; as the Internet has

revolutionized the way we conduct business. The future demands us to build reliable and

secure Internet infrastructure with a clear objective to enhance customer interaction and a

better user experience. As business evolves, new employees are added, newer processes

are defined and departments are reorganized. Each of these changes demands

corresponding changes in the network, to ensure that the enterprise is working at its peak

efficiency and to remain competitive. Our network implementations are poised to respond
Effectively to these changes, allowing your organization to reap benefits of networked

enterprise without incurring insurmountable costs. Customer requirement is Dedicated

Internet Leased Line bandwidth to connect to the Internet, which is up 24 X 7 with near

faultless packet throughputs. The Internet leased line will enable the client organization

to carry a secure data transfer over the digital link. Paradigm expects the service provider

to carry out the complete installation and implementation of the solution

The Internet is critical to the new economy in the near future; as the Internet has

revolutionized the way we conduct business. The future demands us to build reliable and

secure Internet infrastructure with a clear objective to enhance customer interaction and a

better user experience. As business evolves, new employees are added, newer processes

are defined and departments are reorganized. Each of these changes demands

corresponding changes in the network, to ensure that the enterprise is working at its peak

efficiency and to remain competitive. Our network implementations are Poised to

respond effectively to these changes, allowing your organization to reap benefits of

networked enterprise without incurring insurmountable costs.

KEY DELIVERABLES

Scalability: A Leased Line Internet link is established between Customer’s premises and

Softeng Computers Private Limited Network Operating Centre (NOC). As per configured

dedicated port is made available for Uninterrupted Internet Access for the Network, 24

hours a day and 365 days a year. The Bandwidth options available are 512 Kbps

onwards.
Security:

Protection from intruders has become a major concern for most of the organizations.

Keeping the network security of Client Organization in mind, Softeng Computers Private

Limited provides security at various levels at our end. Since it is a public domain offering

every customer has to arrange its own security by means of firewall etc. at customer end.

Support:

Softeng Computers Private Limited provide around the clock technical support for

network monitoring and fault rectification from implementation of the solution to after

sales support.

Network:

Softeng Computers Private Limited India Pvt. Ltd. has their own end-end network.

Manageability:

Since the only equipments used for the setup is Router/Switch, it becomes very easy to

manage the setup at the customers end.

• 24*7 Network Management / Support:

Proactive monitoring of the network using advance technology is conducted

continuously. With 24*7 Customer Support, Service Level Agreement, and Escalation

Matrix in place, you can be assured of our world-class services

 CHAPTER V

INDUSTRY PROFILE

The telecom industry is one of the fastest growing industries in India. India has nearly

200 million telephone lines making it the third largest network in the world after China

and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate
in the world.

History of Indian Telecommunications started in 1851 when the first operational land

lines were laid by the government near Calcutta (seat of British power). Telephone

services were introduced in India in 1881. In 1883 telephone services were merged with

the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After

independence in 1947, all the foreign telecommunication companies were nationalized to

form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's

Ministry of Communications. Telecom sector was considered as a strategic service and

the government considered it best to bring under state's control.

The first wind of reforms in telecommunications sector began to flow in 1980s when the

private sector was allowed in telecommunications equipment manufacturing. In 1985,

Department of Telecommunications (DOT) was established. It was an exclusive provider

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

postal system). In 1986, two wholly government-owned companies were created: the

Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and

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

In 1990s, telecommunications sector benefited from the general opening up of the

economy. Also, examples of telecom revolution in many other countries, which resulted

in better quality of service and lower tariffs, led Indian policy makers to initiate a change

process finally resulting in opening up of telecom services sector for the private sector.

National Telecom Policy (NTP) 1994 was the first attempt to give a comprehensive

roadmap for the Indian telecommunications sector. In 1997, Telecom Regulatory

Authority of India (TRAI) was created. TRAI was formed to act as a regulator to

facilitate the growth of the telecom sector. New National Telecom Policy was adopted in

1999 and cellular services were also launched in the same year.

Telecommunication sector in India can be divided into two segments: Fixed Service

Provider (FSPs), and Cellular Services. Fixed line services consist of basic services,

national or domestic long distance and international long distance services. The state

operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic

services. Private sector services are presently available in selective urban areas, and

collectively account for less than 5 per cent of subscriptions. However, private services

focus on the business/corporate sector, and offer reliable, high- end services, such as

leased lines, ISDN, closed user group and videoconferencing.

Cellular services can be further divided into two categories: Global System for Mobile

Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector

is dominated by Airtel, Vodafone-Hutch, and Idea Cellular, while the CDMA sector is

dominated by Reliance and Tata Indicom. Opening up of international and domestic long

distance telephony

services are the major growth drivers for cellular industry. Cellular operators get

substantial revenue from these services, and compensate them for reduction in tariffs on

airtime, which along with rental was the main source of revenue. The reduction in tariffs

for airtime, national long distance, international long distance, and handset prices has

driven demand.

Market Share of Public and Private Players

Both fixed line and mobile segments serve the basic needs of local calls, long distance

calls and the international calls, with the provision of broadband services in the fixed line

segment and GPRS in the mobile arena. Traditional telephones have been replaced by the

codeless and the wireless instruments. Mobile phone providers have also come up with

GPRS-enabled multimedia messaging, Internet surfing, and mobile-commerce. The

much-awaited 3G mobile technology is now entered the Indian telecom market. The

GSM, CDMA, WILL service providers are all upgrading themselves to provide 3G

mobile services.

Along with improvement in telecom services, there is also an improvement in

manufacturing. In the beginning, there were only the Siemens handsets in India but now a

whole series of new handsets, such as Nokia's latest N-series, Sony Ericsson's W-series,

Motorola's PDA phones, Apple iphone, Blackberry mobile etc. have come up. Touch

screen and advanced technological handsets are gaining popularity. Radio services have

also been incorporated in the mobile handsets, along with other applications like high

storage memory, multimedia applications, multimedia games, MP3 Players, video

generators, Camera's, etc. The value added services provided by the mobile service

operators contribute more than 10% of the total revenue.

Private Public
52% 48%
The telecom sector in the country has already adopted the latest technological

advancements to cater to the demands of the growing market. Telecom Expo India,

Convergence India, VAS India and IPTV India being organized year to year are all

efforts in this direction.Moreover, with cheaper handsets and lesser tariffs, it is expected

that by the year 2010 there will be over 500 million subscribers in the Indian telecom

market. Also, the telecom industry this year will be focusing more on rural areas to

connect them with the urban areas so that the farmers and the small-scale industries can

have faster access to information related to weather and market conditions

CHAPTER III

OBJECTIVES OF THE STUDY

3.1 Objectives of the Study

The summer placement study helps the student to check whether the theory and practice

actually matches. Organizational exposure helps the student to know how effectively they

performed in the market. The primary objectives of the study were to analyzing the
market potential of industrial corporate segment towards telecom services. The secondary

objectives of the study was,

a) To find the awareness among the customers about telecom service and its new
products

b) To find out types of services using in company

c) To analyze total telecom expenditure of company.

d) To identify the customer preferences.

e) To analyze customer satisfaction.

f) To analyze customer care support activities of service provider

g) To study any past experience of changing service provider

CHAPTER IV

RESEARCH METHODOLOGY

4.1RESEARCH METHODOLOGY INTRODUCTION

Research methodology is a way to systematically solve the research problem. It may

be understood as a science of studying how a research is done scientifically. We can say that

research methodology has many dimensions and research methods do constitute a part of the

research methodology. The study of research methodology gives the student the necessary
training in gathering materials required, and also training in technique for the collection of

data appropriate to particular problem. It helps in the use of statistics, questionnaire and

controlled experimentation and in recording evidences, sorting it out and interpreting it.

Knowledge of research methodology is helpful in various fields. Research methodology plays

key role in project work. It consists of series of actions or steps necessary to effectively carry

out research and the desired sequencing of these steps.

 Area of the study

The study was mainly concentrated on Nasik Region.

AMBAD MIDC

SATPUR MIDC

NASIK CITY

 Research Design:

This Descriptive research includes surveys and fact-findings. The major purpose of

descriptive research is description of the state affairs, as it exists at present.

 Data Collection:

The study is based on the data collected through primary and secondary sources.

 Primary Data:

An interview schedule was designed to collect primary data from various telecom users.

 Secondary Data:

Secondary data was collected from journals, magazines, web sites and from other

relevant publications.

 Sampling Design:
The sampling design mainly consists of the sample taken for the study along with the

sample size, sample frame and sampling method.

 SAMPLING METHOD
Random Sampling method

 SAMPLE SIZE
200 customers
 Research tools:
Questionnaires

 Sample Universe:

All customers using telecom connection was taken as the sample universe.

Sample Frame:

The customers were selected on a random basis from which the respondents were

selected based on convenience.

 Sampling Method:

Convenience sampling was used, based on the willingness and availability of the

respondents. The study was conducted on consumers with different type of business.

 Research period

The time for the project was limited to 60 days only (from 1june-30july). From this,

45days was spent for the collection of data.

 CHAPTER VI
DATA ANALYSIS

6.1 Telecom Expenditure

Table 1

Amount No. of respondents Percentage

Below 1000 9 4.5

1000-5000 107 53.5

 5001-10000 40 20

Above 10000 44 22

Total 200 100

Figure: Total Telecom Expenditure

4% Below 1000
22%
1000-5000
20%
54% 5001-10000
Above 10000

Figure 1

Interpretation:

The interpretation is that maximum of customers have Data (internet) billing between 501

and 5000. 21.5 % of the customers have billing of between 5001 and 10000. The

remaining 18 % of the customers have data billing above 10001/- Rs.

6.1.1 Table shows telecom expense for data

TABLE 2

Amount No. of respondents Percentage

Below 500 34 17

51 25.5
500-1000
1000-10000 111 55.5
 Above 10000 4 2

Total 200 100

Figure: Telecom expenses for data

2%

17% Below 500

56% 500-1000
25% 1001-10000
Above 10000

Figure: 2

Interpretation:

The interpretation is that around 17 % of the customers in the sample have voice billing

below 500 Rs. 25 % of the customers have billing between 500 and1000. And 56 % of

the customers have billing in between 1001 and 10000. Only 2 customers have billing

above 10000.

5.1.2 Table shows telecom expense for voice

Table 3

Below 500 23 11.5

500-1000 38 19
 1001-10000 129 64.5

Above 10000 10 5

Total 200 100

Figure: telecom expense for voice

Above 10000 Below 500

5% 11%
Below 500
500-1000
19% 500-1000

1001-10000

1001-10000
65%

Figure 3

Interpretation

The interpretation is that 11 % of the customers have Data billing below 500/- . 19 % of
the customers have billing in between 500 and 1000. 65% of the customers have billing
of between 1001 and 10000. The remaining 5 % of the customers have data billing above
10000/- Rs

5.2 Type of data connection used in the organizations

Table 4
 Connection type No. of respondents Percentage

Broadband 200 100

Lease Line 21 10.5

VPN/MPLS 7 3.5

P TO P 0 0

Total 100

Figure: types of data services

100
100
90
80
70
PERCENTAGE

60
50
40
30
20 10.5
10 3.5
0
Broadband Lease Line VPN/MPLS P TO P

TYPES OF SERVICE

Figure 4

Interpretation

The survey data of type of connections is analyzed and chart is prepared as shown in

figure. It is found that all of the users are using Broadband connection. 10.5 % of

samples are using lease line connection. And 10.5% of them are using VPN/MPLS

connection. No one is using P to P connection in all samples.

5.4.2 Table shows the type of voice connection used in the organizations
 Table 5

Connection type No. of respondents Percentage

Telephone 200 100

Centrex/smart office 53 26.5

VOIP 2 1

PRI 0 0

figure: types of voice connection

100 100

80
PERCENTAGE

60
40 26.5
20
1 0
0
Telephone Centrex/smart VOIP PRI
office
TYPES OF CONNECTION

Figure 5

Interprentation:

The Interpretation is that all of the sample units were using Telephone connection.4.5%

of them using Centrex connection also and 2% of them using VOIP connection. No one

have PRI

5.6 Table shows types of plan (depends on speed) using by customer

TABLE 6
TYPES OF PLAN NO. OF RESPONDENTS IN PERCENTAGE
256KBPS 65 32.5
384KBPS 18 9
512KBPS 70 35
1MBPS 30 15
2MBPS 13 6.5
9MBPS 4 2

TOTAL 200 100

Figure: Types of plan

100
80
60
percentage

40
20
0
256KBPS 384KBPS 512KBPS 1MBPS 2MBPS 9MBPS

types of plan

Figure 6

Interpretation:

The interpretation is that 35% customer are using plan of 512kbps.32.5% are using

256kbps, which is lowest data transfer rate. Plan of 1mbps is using by 15% customers.

9% customers are using 384kbps plan. 6.5% customers are using 2 mbps plan. 2%

customers are using 9mbps plan which is highest data transfer rate
5.7 Table shows customer rating of speed of Data transmission

Table: 7

Rating No. of respondents Percentage

Very good 39 19.5

Good 111 55.5

Average 34 17

Poor 8 4

Very poor 8 4

Figure: Rating of speed

4
4 19.5
17 Very good
Good
Average

55.5 Poor
Very poor

Figure 7

Interpretation:

1. As a broad band service provider the speed of data transmission is not that good

2. Few customer experience very good delivery rates due to their close proximity

with transmission tower.

3. Technological efficiency up gradation is the only way to lead the trade from front
5.8 Table shows customer rating of downtime (disconnectivity)

Table: 8

Connection type No. of respondents Percentage

Very good 52 26

Good 96 48

Average 34 17

Poor 11 5.5

Very poor 6 3

Figure: Rating of downtime

5.5
3
26 Very good
17
Good
Average

48 Poor
Very poor

Figure: 8

Interpretation:

1. The downtime is good to few customers who had close proximity to transmission

towers
 2. Few more customers who do had poor and very poor downtime connectivity

problems, transponders to enhance efficiency should be erected for grievance

redressal of nivyaha

6.9 Table shows customer rating for telephone service

Table: 9

Rating No. of respondents Percentage

Very good 33 16.5

Good 132 66

Average 23 11.5

Poor 6 3

Very poor 6 3

Figure: Rating for voice connection telephone

3
3 16.5
11.5
Very good
Good
Average
Poor
66
Very poor

Figure: 9

Interpretation:

1. Connectivity is a fair and good with most of telephonic service providers at Nasik.

2. Availability of basic infrastructure is their for mobile service

 3. Additional efforts to increase the width of services to be provided at Nasik.

6.10 Table show customer rating customer care support activities for contact

Table: 10

Rating No. of respondents Percentage

Very good 26 13.5

Good 123 61.5

Average 42 21

Poor 4 2

Very poor 5 2.5

Figure: rating of contact time

2 2.5
13.5
21
Very good
Good
Average

61.5 Poor
Very poor

Figure: 10

Interpretation:

1. Telephonic customer care and other allied CRM services are undertaken to

increase the customer base at Nasik

 2. The complaint is addressed in shortest time infers that Nasik is a mature market

for telecom companies, and additional services such as for broad band the market

is matured.

6.11 Table show customer rating customer care support activities for feedback

Table: 11

Rating No. of respondents Percentage

Very good 34 17

Good 122 61

Average 33 16.5

Poor 4 2

Very poor 7 3.5

Figure: rating of feedback

2 3.5
17
16.5
Very good
Good
Average

61 Poor
Very poor

Figure 11

1. Interpretation:
 2. The feedback material is right contained for solving problems of customer and it

assures the quick resolution

3. Nasik customer base feel good with feedback from customer care executive

6.12 Table shows customer rating of problem resolution in customer care support
activities

Rating No. of respondents Percentage

Very good 35 17.5

Good 122 61

Average 31 15.5

Poor 6 3

Very poor 6 3

Figure: rating of problem resolution in customer care support activities

3% 3%
17%
16% Very good
Good
Average

61% Poor
Very poor

Figure: 12

Interpretation:
 In Nasik broadband market customer there is scope for customer care activities

regarding to resolve problem as early as possible

6.13 Table shows number of customer changing service provider

Table 13

Service Provider No. of respondents

BSNL 4
RELIANCE 2
TATA 7
OTHER 3

Figure: number of customer changing service provider

16
14
12
10
8
6 no. of respondents
4
2
0
BSNL RELIANCE TATA OTHER

Figure 13

Interpretation:

The survey data shows that many customer change their connection in past history.

Reasons behind changing service provider is mainly speed problem and high cost

CHAPTER VI
 FINDINGS

Findings

1. Quality of the service provided plays an important role in keeping the

existing customers and to bring new customers.

2. In most of the organization, Internet plays an important role in the day to

day activities.

3. Most of the organizations prefer broadband connection over other type of

connection because of speed and other compatibility of service.

4. A number of the organization preferred lease line because of the quality of

service provided and also for the speed of data transmission.

5. Many customers have rated the speed of data transmission is very good.

Some customers had complaints regarding the speed. This is mostly due to

number of systems connected by single broadband connection.

6. The speed and continuity is rated very important by most of customers.

Continuity of connection is very important in any type of organization. .

7. After sales service plays essential part of customer satisfaction. More than

10% customers have complaints regarding the after sales service of Airtel

broadband. But a number of customers have reported it excellent and very

good.

8. The overall satisfaction level is very high among customers.

9. The most parameter that influence customers are price, connectivity and speed
other twoare service and schemes
 10.After selling service of the company is not up to the marks of many service
providers

\
CHAPTER VII
SUGGESTIONS
Suggestions

On completion of the project work “Analysis of telecom market potential of

Nasik corporate sector”, I would like to give my suggestions which the company can

make use of:-

1. The customer rate quality of the service as the most relevant one and hence

Broadband service provider should maintain the quality in services and should

make improvements in this feature.

2. Some customers are planned to discontinue their existing service provider because

of high billing and after sales service is not good. Though service provider should

focus on these to keep the brand image in the minds of people.

3. If any complaint is observed from the customers, it should be dealt quickly. This

will reduce the chance for dissatisfaction.

4. Many dissatisfied customers asked for more information about other plans or

change of plans. So the dissatisfaction may be due to providing wrong plans by

the sales persons. So the company can make use of this opportunity to retain its

customers by providing the right plans.

5. SME segment is a high potential market (especially in Nasik ) and the service

provider should take care of more promotional activities in which advertisement

plays and effective role and hence to have a competitive edge over other brands.

6. Lack of awareness about the plans is high among customers. So the company must

provide an awareness program about the specialized plans for them.

 7. The detailed billing is provided as a value added service in BSNL for free of cost

the company could provide the service as free of cost. It will help customers clear

their doubts about billing and hence to improve their satisfaction level.

8. telecom should focus on its service, connectivity, so as to attract more customers

9. To attract the customer should also provide free MB, settlement on bill, discount
&gifts to customer.

10. Relationship marketing is very important to generate new business because old
customer’s reference works a lot for getting new business.

11. The sells executive does not give proper information of product to the customers and

hence customers are not able to utilize the service properly. so give correct information

about product to customer

CHAPTER IX
 CONCLUSION

Conclusion

The project titled “Analysis of telecom market potential of Nasik corporate sector” was

carried out among the customers/consumers in Nasik district. The overall objective of the

study was To Analyzing the market potential of corporate segment towards telecom

services and to find out their satisfaction towards the service providers. The study

revealed the picture of market potential of telecom services which help NIVYAHA to

add more people to be the customers/consumers of Broadband

CHAPTER VIII
LIMITATIONS OF THE STUDY

 The behavior of the customer while approaching them to fill the

questionnaire was unpredictable.

 The shortage of time was another constrain for the study.

 There may be error due to bias of respondents.

 Lack of customer’s cooperation was a major constraint.

 Majority of the customer were too aggressive in nature.

 The sample was restricted to 200 customers, which may restrict the scope

and completion of study.

CHAPTER IX
 BIBLIOGRAPHY

 Philip Kotler ,Principles of Marketing Management

 Ramaswamy V.S, Marketing management
 Kothari C.R, Research Methodology- Methods and Techniques;

 Websites:

 WWW. NIYAHA.IN

 WWW. AIRTEL.IN

 WWW. GOOGLE.COM

Questionnaire

 Company’s name :___________________________________

  Address :___________________________________
___________________________________
____________________________________
 Business Profile : ___________________________________
 No Of Offices / Plants: ___________________________________
 HO Location : ___________________________________
 Decision making : ___________________________________
 Decision maker : ___________________________________
 Contact Info : ___________________________________
 Name Of MD/ CEO : ___________________________________

1. Total turnover of company : __________________

2. Total telecom expenditure : __________________
3. Whether offices / Plants are connected to each other Yes / No
4. If yes, How they are connected ________________________________
5. Which Telecom Services you are using?
Data Voice
1. Broadband/Internet 1.Telephone
2. Lease line 2.Centrex/smart office
3. VPN / MPLS 3.VOIP
4. P TO P connectivity 4.PRI
6. Details of the services

Type of Services Service Provider Plan Expenses

7.How do you rank your service?

(For ranking 1 very Good, 2 Good, 3 Average, 4 Poor, 5 Very Poor)

Service company Rank(1-5)

8. For data service how you rank your service provider?

Speed
Service
Downtime

9. How do you rank your customer care support activities?

Contact time

Feedback time

Problem resolution

10. Have you ever used same service from other service provider?
If yes,
Service Service Provider Time duration Satisfaction

Reason to change: _________________________________________

_________________________________________________________

11. Do you get any value added services from your service provider?
If yes, details ______________________________________________

_________________________________________________________