[2011]

A PROJECT REPORT ON COMPARISON OF TWO COMPANYS SERVICE FOR AIRTEL [FROM 1ST JUNE, 2011 TO 15TH JULY, 2011] SUBMITTED BY: Harsh M. Kaujani MBA (SEM- II) Roll No: 14 ACADEMIC YEAR: 2010 2011 SUBMITTED TO C.C. Gardi Institute of Management GUIDED BY: MR. Dhaval Dave

INDEX
NO 1. 2. 3. 4. 5.

6. 7. 8. 9. 10.

CONTENT PAGE NO. PREFACE 02 ACKNOWLEDGEMENT 03 INDUSTRY PROFILE. 04 COMPANY PROFILE. 17 MARKETING RESEARCH. 48 MARKETING RESEARCH PROBLEM. SCOPE OF THE STUDY. OBJECTIVE OF THE STUDY. LIMITATION OF THE STUDY. RESEARCH METHODOLOGY. 58 DATA INTERPRETATION AND ANALYSIS. 62 CONCLUSIONS. 101 RECOMMENDATIONS 104 BIBLIOGRAPHY

PREFACE
Practical study plays a vital role in the field of education. It has been introduce for the student to get practical knowledge along with the theoretical knowledge. How management principles are implemented in business can only be know through practical study, through visit. Student can be very well become aware about industrial environment like problem and opportunities. According to the above reviews, our Gujarat technological university has included practical training of any industry & viva. I had prepared Marketing Research Reports on COMPARISON OF TWO COMPANYS SERVICE" It was really a nice experience for me to do research work.

ACKNOWLEDGEMENT

With great pleasure and deep sense of gratitude, I take this opportunity to thank all, who have helped me directly or indirectly for preparing this report. I would like to thank our respected director Dr.Sandip Solanki. it is very necessary to have somebody supporting you and this support has been kindly and generously provided by our respected guide Mr. Dhaval Dave and all the staff member taking interest and time without which this training would not have possible. I am deeply grateful to the executive and management of AIRTEL and especially to MR. Chirag Without their contribution of time and knowledge our visit would not have been successful. Therefore I would like to thanks them for enriching us with their knowledge of the company by answering our question.

I am also thankful to the entire staff members who have given me cooperation and help me during training period.

1 INTRODUCTION OF TELECOMMUNI
3

CATION INDUSTRY

INDUSTRY PROFILE A. History

The stupendous growth of the telecommunication companies in India over the last fifteen years can be attributed to the liberal government of India, economic policy. The economic renaissance affected in the early 1990s brought around a paradigm shift on the overall business scenario of India. The telecommunication companies in India went through a huge make-over during the implementation of the open-market policy of India. 4

The erstwhile closed market policy was replaced by a more liberal form of economic policy. A whole new form of Indian Telecommunication Policy was drafted to compliment the change effected in the economic policy of India. The amendment affected the new telecommunication policy of India made huge changes with respect to investments and entry of Foreign Direct Investments (FDI) and Foreign Institution Investors (FII) respectively, into the virgin Indian telecommunication market. This resulted entry of private, domestic and foreign telecommunication companies in India. The economic contribution made by these newly formed telecommunication companies of India is really mentioned worthy and this industry witnessed highest growth after the Indian Information Technology industry. The robust growth of Indian economy after the economic liberalization in the 1990s induced massive change in the telecom policy and new draft was framed and implemented by the 'Telecom Regulatory Authority of India' (TRAI) and 'Department of Telecommunication' (DOT), under the Ministry of Telecommunication government of India. The main aim of these telecommunication companies in India is to provide basic telephony services to each and every Indian.

With the advent of private telecommunication companies in India, the industry witnessed introduction of mobile telephones into the Indian market and it became popular amongst the Indian 5

masses in no time. Today two types of mobile phone service providers operates in the Indian market, like the following

Global System for Mobile Communications (GSM)

Code Division Multiple Access (CDMA) The main binding objectives for all the

telecommunication companies operating in India are as follows

To facilitate telecommunication for all Ensuring quick availability of telephone connectivity

Achieve universal service access at affordable price covering all Indian villages, as early as possible

Providing world class telecommunication services

Solving consumer complaints, resolve disputes, and special attention to be given to public

To provide widest possible range of services at reasonable prices

To emerges as a major manufacturing base and major exporter of telecommunication equipment

To protect the defense and security interests of the country Three types of service providers exist in the Indian telecommunication sector, like the following

State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar Nigam Ltd and Mahanagar Telephone Nigam Ltd

Private Indian owned companies like - Reliance Infocomm and Tata Teleservices.

Foreign invested companies like - HutchisonEssar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications etc

Tele-communication companies in India. Bharat Sanchar Nigam Limited Videsh Sanchar Nigam Limited Mahanagar Telephone Nigam Bharti Airtel Vodafone Essar Reliance Communications Tata Teleservices Spice Telecom Idea Cellular Sasken Network Engineering BPL Mobile Communications Limited Limited Limited

GSM
In August, 1995 GSM entered India. Historic first cell phone-call was made by MobileNet-joint venture between Telstra (Australia) & B.K. Modigroup. Mobile revolution began in Kolkata. Handset costs-40,000 & Call tariff-17 Rs/min.

TELECOM REGULATORY AUTHORITY OF INDIA TRAI

January 1997: TRAI was formed. To provide an effective and

regulatory

framework

adequate safeguards to ensure fair competition and protection of consumer interests. 1998: First tariff order issued in thus reforms effective from 1998.

Role of TRAI
Section 13 of the TRAI Act gives adequate

powers to TRAI to issue directions to service providers. Under Section 14 of the Act, the

TRAI has full adjudicatory powers to

resolve providers.

disputes

between

service

TRAI will be assigned the arbitration function

for resolution of disputes between Government (in its role as licensor) and any licensee. Telecommunications is the one of the fastest growing service industries of the word. While the accent of growth on the value added services, such as email, cellular phones etc in the developed countries, the thrust is on improving basic role in spurring growth, especially industrial and services, in any economy. The last two decades has witnessed a restructuring of the entire sector across the globs, in terms of privatization and competition. Opening up of economies and privatization in the developing countries has triggered an influx of foreign capital and technology into the telecom sector.

B. WIRELESS

HISTORY OF

The cell phone is one of the most significant technological advances of the 20 century; however,
th

the neat little gadget is not the first to communicate without wire. Smoke signals and tribal drums were used to communicate over short distances without wires. Later, although there was a form of mobile telephone service available in the late 1940s, its capacity was limited to 12 simultaneous callers.

C. WIRELESS

WORKING OF

Cell phones use low- energy FM radio waves to transmit voice to the nearest antenna site connected with the local phone network. The call goes through either a regular phone line, or by radio signal to another cell phone, depending on the service. Wireless technology uses individual radio frequencies over & over by dividing service areas into different geographic zones called cells. Each has its own radio transmitter and receiver antenna linked to Mobile Telephone Switching Offices (MTSOs). As the caller moves from one place to the next, the call is handed off by the MTSO to the next cell site, providing a consistent, high quality signal. When a subscriber travels of a service area, roaming on the systems of other wireless carriers can still make calls. These carriers take up the call signal and allow calls to be made or received within their coverage area.

DEFINING CELLULER SERVICES:

10

Cellular Service is a service, which enables two-way, mobile, wireless communication via a portable handset. Area covered by the service provider is divided into cells, each with a Radio Base Station (RBS) connected to a Central Switching Center (CSC) which monitors the entire system. In the midst of a call, if a subscriber moves across cells, CSC ensures handing over of the call between the adjacent RBS and the call is uninterrupted. CELLULAR TECHNOLOGY: The technology that gives a person the power to communicate anytime, anywhere has spawned an entire industry in mobile growth, success and efficiency of any business/ economy. The most prevalent wireless technology in the world today, is GSM. The GSM association (Global System for Mobile Communications) was instituted in 1987 to promote and expedite the adoption, development and deployment and evolution of the GSM standard for digital wireless communication. The Association was formed as a result of a European Community agreement on the need to adopt common standards suitable for cross border European mobile communications. Starting off primarily as a European Standard, the Group Special Mobile as it was then called, soon came to represent Global System for mobile communications as it achieved the status of a 11

worldwide standard. The GSM membership has grown exponentially since 1992

D.

Overview The

Indian Telecommunication Industry Past, Present & the Future

COMMUNICATION

12

E. The journey till the present

1994 was a watershed year in the history of the Indian telecom sector, which ranked sixth in the world after USA, China, Japan, Germany, and France in terms of number of installed fixed lines. The government of India introduced the New Telecom Policy (NPT) that year that envisaged a vast change in Indian Telecom Scenario and reflected the Governments desire to bring the Indian telecom at par with the rest of the world. It was followed up by the introduction of NTP 1999. The various policy changes also reflected the Governments realization that the huge funds needed to undertake gigantic and extensive upgrade of telecom infrastructure in all the three segments of wire line, wireless and data services, would require active participation of private sector. As soon as the telecom industry opened to private sector investment beginning 1994, a large number of Indian companies entered the segment with varying force, different strategies, and assorted aspirations. There were ten key strategic dimensions along

13

which these new entrants positioned themselves in this sector.

F.

Present

The Indian telecommunication network with 69 million telephone 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 UK companies in the stagnant global scenario. With tele-density approaching 6.9 per hundred, the target to achieve 15 per hundred by 2010 looks well within reach. India's total mobile subscriber base (both cellular and wireless in local loop-mobile) has reached 27 million. About 85% of the villages have village public telephones (VPTs) - 5, 16,887 VPTs exist in India.

14

The remaining 15% that includes 88,970 villages are yet to be covered. Accordingly, India's 10th Fiveyear plan 2002-07 projects 25 billion worth of investments in 50 million fixed lines, 30 million cellular lines and 20 million Internet connections.

G.

The

factors

behind

the

wireless

revolution in India are no different from those prevailing globally and can be listed as follows:

Industry deregulation & liberalization has ushered in increased Competition & led to growth The Indian telecom industry has come of ages in the field of regulations. It started with the NTP in 1994. Between the years 1994 & 1998 TRAI was 15

established as an independent regulatory body, the wireless licenses were allotted to private operators and the wire line services were opened up to competition. Between 1999 & 2002 new telecom policy was introduced and there was entry of third & fourth operators in the wireless services. Free competition was allowed in wire line and first round of tariff rebalancing was done. The operators moved from fixed to revenue sharing license fee structure. Then in the year 2003-2004 the unified license regime was introduced to enhance the competition and create a level playing field. Transfer of wireless licenses was allowed among the operators and intra-circle wireless mergers were also allowed. Declining tariffs have made wireless & Handset prices extremely Affordable The intense competition has been instrumental in driving down the wireless tariffs. Entry of 3rd and 4th GSM operators in each circle, and CDMA wireless operators, has created a new floor for local & long distance tariffs. The average peak wireless call tariff per minute has come down from Rs. 16.8 in 1999 to Rs. 6 in 2000 to Rs. 4 in 2003 and Rs. 1.5 at present.

There has also been a crash in the handset prices by more than 70% over the last 4-5 years, and the operators have coupled it with easy financing 16

schemes and bundling of handsets with connections. With the government reducing the custom duties on the handsets, handset prices are expected to come down even further, leading to higher new demand and replacement demand. Prepaid offerings have driven mass

penetration of wireless Prepaid offerings have created a surge in wireless subscribers, mirroring the trend in other developing countries. The operators are aggressively promoting prepaid cards and have spurred the adoption of wireless by the masses. From the budget-conscious lower middle class households to college students to low income groups, people are increasingly seeing prepaid as a hassle-free way of going wireless. The prepaid share has increased from 26% in 2002 to 60% in 2005. However, in 2006 prepaid did not increase its share of the total subscriber base, despite the addition of 17 million new subscribers because all the 6 million new subscribers added by CDMA wireless were postpaid subscribers. With the introduction of the CDMA prepaid in 2005 the prepaid share will increase to over 75% in coming years. Implementation of CPP regime has given the subscriber greater control Over costs The implementation of CPP regime was a watershed event in the industry. It has greatly increased the affordability of going wireless, as subscribers 17

dont have to pay for incoming calls, and can control their telecom costs better. The other benefits of CPP are lower costs for wireless subscribers, higher wireless usage, and higher penetration of wireless.

H. TELEPHONE NETWORKS STATUS

The Indian telecom boom is for real. While various issues between operators and the government and between fixed and mobile operators did result in avoidable chaos and uncertainty, the sector continued to grow. The Indian economy is expected to add millions of consumers of a younger age profile, more inclined to use telecom services. The fact that India has one of the lowest telecom penetration rates among major nations also offers an unprecedented opportunity for telecom service operators, infrastructure vendors, manufacturers and associated services companies

18

2 INTRODUCTION OF AIRTEL AND VODAFONE

19

COMPANY PROFILE
AIRTEL
Airtel comes to you from Bharti Airtel Limited, one of Asias leading integrated telecom services providers with operations in India and Sri Lanka. Bharti Airtel since its inception has been at the forefront of technology and has pioneered several innovations in the telecom sector. Bharti Airtel Started mobile business from Delhi its first telecom service was introduced in Indore Bharti Airtel ranks number #1 today in Indian mobile market. In the year of April 2006 Bharti Global Limited was awarded a telecommunications license in Jersey in the Channel Islands. Bharti Airtel will roll out third generation services in Sri Lanka in association with Signet. The company is structured into four strategic business units - Mobile, Telemedia, Enterprise and Digital TV. The mobile business offers services in 20

India and Sri Lanka. The Telemedia business provides broadband, IPTV and telephone services in 95 Indian cities. The Digital TV business provides Direct-to-Home TV services across India. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telecoms.

HIGHLIGHTS Bharti Airtel Inks Contracts to Build Southeast Asia Japan Cable System

Bharti Airtel rated as India's Best Enterprise Connectivity Provider

Bharti Airtel recognized as Best Global Wholesale Carrier for 2009 at Telecoms World Awards Middle East

21

 Airtel Call Home launches Pay per Second plan for its US customers

Airtel

Customers

to

enjoy

substantial

advantage while roaming anywhere

Bharti Airtel launches Far-East Connect Network to serve global wholesale customers across Asia and the Pacific

Type BSE: Founded Founder(s) Headquarters Key people Industry Products

Public 532454 July 07, 1995 Sunil Bharti Mittal New Delhi, India Sunil Mittal (Chairman) & (MD)
Manoj Kohli (CEO)

Telecommunications Wireless Telephone 22

Revenue Operating income Net income Total assets Owner(s)

Internet Satellite television US$ 7.254 billion (2009) US$ 2.043 billion (2009) US$ 1.662 billion (2009) US$ 11.853 billion (2009) Bharti Enterprises (64.76%) SingTel (30.5%) Vodafone (4.4%) Bharti.com Airtel.in

Website

Bharti Airtel (BSE: 532454) formerly known as Bharti Tele-Ventures LTD (BTVL) is the largest cellular service provider in India, with more than 110 million subscribers as of 2009. With this, Bharti is now the world's third- largest, single-country mobile operator and sixth-largest integrated telecom operator. It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. The company also provides telephone services and Internet access over DSL in 14 circles. It also acts as a carrier for national and international long 23

distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The businesses at Bharti Airtel have always been structured into three individual strategic business units (SBU's) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities and has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh Khan is the brand embassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the brand embassador of the DTH Company. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. In India, the company has a 24.6% share of the wireless services market, followed by 17.7% for Reliance Communications and 17.4% for Vodafone Essar.

BRANDS OF AIRTEL.
24

Airtel Airtel Sri Lanka Touchtel Blackberry Digital TV iPhone 3G Merger talks Sponsorship Subscriber base AIRTEL Airtel is a brand of telecommunication services in India and Sri Lanka owned and operated by Bharti Airtel. It is the largest cellular service provider in India in terms of number of subscribers. Services are offered under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (Fixed line, Internet Connectivity (DSL) and Leased Line), Long Distance Services and Enterprise Services (Telecommunications consulting for corporate). It has presence in all 23 circles of the country and covers 71% of the current population (as of Financial Year 2007). Airtel has also launched 16Mb/s broadband plans in India, making it the first ISP to do so. AIRTEL SRI LANKA In December 2008, Bharti Airtel rolled out third generation services in Sri Lanka in association with Singapore Telecommunications. SingTel is a major player in the 3G space in Asia. It operates third generation networks in several markets across Asia. 25

Airtel's operation in Sri Lanka, known as Airtel Lanka, commenced operations on the 12th of January 2009.

TOUCHTEL Until September 18, 2004, Bharti provided fixed-line telephony services and broadband fixed-line services services under under the a Touchtel brand. Bharti now provides all telecom including common brand "Airtel". BLACKBERRY On 19 October 2004 Airtel announced the launch of a Blackberry Wireless Solution in India. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research In Motion (RIM). DIGITAL TV On 9 October 2008, Airtel joined the DTH

bandwagon in India with Airtel Digital TV, a Direct-toHome Television service. IPHONE 3G The Apple iPhone 3G was rolled out in India on 22 August 2008 via Airtel & Vodafone. Airtel & Vodafone are planning to launch the newly released iPhone 3GS (16GB & 32GB) in August 2009 in India.

26

MERGER TALKS In May 2008, it emerged that Bharti Airtel was exploring the possibility of buying the MTN Group, a South Africa-based telecommunications company with coverage in 21 countries in Africa and the Middle East. The Financial Times reported that Bharti was considering offering US$45 billion for a 100% stake in MTN, which would be the largest overseas acquisition ever by an Indian firm. However, both sides emphasize the tentative nature of the talks, while The Economist magazine noted, "If anything, Bharti would be marrying up," as MTN has more subscribers, higher revenues and broader geographic coverage.[6] However, the talks fell apart as MTN group tried to reverse the negotiations by making Bharti almost a subsidiary of the new company. In May 2009, Bharti Airtel again confirmed that it is in Talks with MTN and companies have now agreed discuss the potential transaction exclusively by July 31, 2009. Bharti Airtel said in a statement Bharti Airtel Ltd is pleased to announce that it has renewed its effort for a significant partnership with MTN Group. Talks eventually ended without agreement, some sources stating that due to the South African government opposition. SPONSORSHIP Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of the Champions League Twenty20 cricket tournament. The

27

tournament itself is named "Airtel Champions League Twenty20." SUBSCRIBER BASE The Airtel subscriber base according to TRAI Telecom Regulatory Authority of India as of February 2009 was:

Chennai Delhi Mumbai Kolkata Madhya Pradesh Gujarat Andhra Pradesh Karnataka Tamil Nadu Kerala Punjab Maharashtra Uttar Pradesh (West) Rajasthan West Bengal & Andaman and Nicobar Islands Himachal Pradesh Bihar Orissa Assam Jammu and Kashmir

2,133,677 4,671,177 2,791,963 2,456,896 7,690,609 3,981,660 8,892,353 9,820,812 6,003,040 2,169,633 3,754,405 6,248,906 2,256,862 6,704,274 3,501,560 951,121 7,152,245 2,811,453 1,448,389 1,590,935

The total is 101,114,971 or 24.2% of the total 375,742,592 GSM + CDMA mobile connections in India till February 2009; and presently the Number 1 operator in India. In 2009 Airtel also launched in Sri Lanka. On the 9th of May, 2009 Airtel signed a major deal with Manchester United Football Club. As a result of the deal, Airtel gets the rights to broadcast the matches played by the team to its customers. 28

FEATURES MOBILES.

OF

PRE-PAID

AIRTEL

Here are some of the many advantages that New Airtel Prepaid brings you. Total Cost Control Pre activated STD/ISD without deposits or rentals Strong Network coverage Instant Balance and Validity Enquiry Recharge your Airtel Prepaid Prepaid Roaming More with Airtel Prepaid Reach us Anytime Anywhere

Total cost control You can control your Airtel Prepaid like never before. No more rentals or deposits simply recharge as much as you need to from as low as Rs. 10, to as high as Rs. 10,000/-. Pre activated STD/ISD without deposits or rentals

29

You can now enjoy a pre-activated STD/ISD on your Airtel Prepaid. No more paying deposits or having a minimum balance in your account to make an STD/ISD call. Hassle-free calls are here to stay Strong Network Coverage Enjoy complete clarity when calling with Airtels world-class technology and unbreakable network coverage that spans over 23 circles across the country. Instant Balance and Validity Enquiry Your account balance is updated on the screen of your handset at the end of each chargeable call. You can also call 123 from your mobile phone and listen to the voice announcement or simply dial *123#, press 'OK' or 'YES' button and your account balance will be displayed on the screen of your handset. Recharge your Airtel Prepaid Recharging is Easy. The calling value on your card keeps reducing as you make calls or use any other chargeable service. Choose the Airtel Prepaid Recharge Coupon thats right for you, from a variety of tailor made recharge coupons with different denominations, which are available at a number of outlets across your city. Simply follow the procedure mentioned below, to recharge your phone. Gently scratch the silver panel on the reverse of the recharge card for a 16-digit number. Call '123' and choose your preferred language. Follow the voice announcement and enter the 16-digit recharge 30

number, when requested. Your prepaid account will be automatically recharged by the calling value amount and validity of your coupon.

MORE RECHARGE OPTIONS:

Flexible recharge voucher This unique recharge voucher gives you the option to choose between validity and talk time, as per your need. Easy Recharge Recharge your Airtel Prepaid Card electronically with value that suits your needs, starting from Rs. 10 till Rs. 10,000. You can also recharge your Airtel Prepaid while roaming anywhere in the country. 24-hour Recharge via ATM Recharge your Airtel Prepaid round-the-clock at your nearest ATM. Just walk up to your nearest ATM, insert the ATM card and enter your ATM PIN number. Select 'Mobile Recharge / Bill Pay' from the main menu and follow the prompts to recharge your prepaid. This recharge option is available with all leading banks. Internet Recharge You may log on to the Internet banking website of your bank and select the prepaid recharge option to recharge your Airtel prepaid. Many leading banks provide Internet based recharging.

31

The following recharge denominations are available nationally for recharge through Bank website or ATM.

Denominatio n Rs 50 100 200 300 500 1000

Calling value Rs 43.33 88.66 179.32 269.99 451.31 904.62

Proc Fee Rs 2 2 2.0 2.0 2.0 2.0

Service tax Rs 4.67 9.34 18.68 28.01 46.69 93.38

Validity Days 30 30 30 30 30 30

You can also recharge with Rs.99 Lifetime Prepaid Plan to enjoy Lifetime Validity. Free airtime of Rs.10 available with this recharge. Prepaid Roaming Airtel Prepaid comes reactivated with 'National Roaming', so you stay connected no matter wherever you are. You can also send or receive MMS, check your email and access other GPRS services while roaming in India as you would in your own city. While traveling abroad you can receive calls & send or receive SMS.For coverage & charges while roaming, In case you are not able to login to any network while roaming.

More with Airtel Prepaid

32

Airtel brings you, a wide range of Services that will change the way you communicate. Try them and discover a whole new world of fun and excitement. Call management Services Call waiting, call hold, call divert and Caller Line Identification Presentation all with your Airtel prepaid connection. Voice Mail When your handset is switched off, or youre too busy to answer the phone, Airtel Voicemail will answer your calls and record a message. The best part is that there's no extra monthly cost for setting up Voicemail - you just pay for the phone call when you use the service. SMS (Short Messaging Service) Send messages quickly and easily using text, if it's too noisy to talk or you don't have much time. It's the way to share those interesting one-liners, important reminders and rib-tickling jokes, with anyone, anytime, anywhere in the world. Subscription Alerts Get regular alerts on news, jokes, business, health and films on your Airtel mobile phone with Subscription Services. SMS <SUB NEWS> to 53333 for News, <SUB JOKE> for Jokes, <SUB BIZ> for Business News, <SUB SPO> for Sports Alerts & <SUB VAASTU> for Vaastu tips. MMS (Multi-media Messaging Service): 33

Jazz up your messages with pictures, images and video clippings, with MMS from Airtel! To activate MMS on your phone, SMS 'MMS' to 56465 and save service settings. Airtel Live Make your mobile the most happening entertainment destination with Airtel Live Airtel brings you the latest in entertainment and information services, right on your phone! Airtel Live WAP Services: Download the latest ring tones, games, wallpapers, videos and much more. You can also get news clips, watch live TV and download full songs on you phone. To get Airtel Live settings on your phone, SMS 'Live' to 56465 and save the settings that you receive as your preferred connection. Airtel Live Portal can be accessed from you GPRS enabled phone, by sending a SMS'FUN' to 56465.

Airtel Live Voice Services: Just Dial 56465, and name the service. For e.g. say ring tones to download your favorite ring tones. You can also choose a variety of content options like Live Cricket Commentary, latest National / International News, Movie Reviews or Stock Market Updates. Airtel Live SIM Services

34

: Access loads of fun content and exciting services like cricket, stocks, on your phone at the touch of a few buttons with Airtel Live SIM based Services on your SIM card menu. To download new services on your Airtel SIM, choose the "What's new" option under the "Airtel services" menu.

Airtel Live SMS Services: You can enjoy a host of services by sending a keyword as an SMS to 56465! Choose Astrology / Horoscope, Cricket, Bollywood / Hollywood / Hindi / Pop Ring tones. In case you need assistance SMS, Help to 56465. Hello Tunes Tired of that boring old tring tring on your phone? Now when a friend calls, make them groove to the hottest new tracks burning up the music charts with Hello Tunes from Airtel! Choose from a library of over 80000 songs from more than 16 languages. Whats more, copy any Hello tune you like by simply pressing * on your phone when the Hello Tune is playing on your friends phone. Reach us Anytime Anywhere In case you need assistance, dial '121' - our number, accessible from anywhere in the country, even while 35

roaming. You can also send us an SMS to 121 or mail us at 121@airtelindia.com. *In case of email, mention your mobile no. like, 9810012345, in the subject of the mail for a quicker response.

SERVICES OF PRE-PAID AIRTEL

MOBILES.
Subscription Services Subscribe for cool alerts at the click of a button! What's better is that you receive updates automatically on your Airtel phone. Call Management Services Avail of special services like calling waiting, call hold, call divert and voice mail to manage all your accessibility needs with Airtel.

36

 Mail, Messaging & More Let your phone do the talking, with our Mail and Messaging services. Make arrangements, share moments or just say hello... Data Services Take your office wherever you go & access e-mail and Internet any time anywhere, with Airtel. Operator Services More services, for convenient use of your mobile from Airtel network. Phone Backup Welcome to Airtel Mobile Phone Backup, a unique service that saves all the vital and precious information at the touch of a button.

TARIFFS

OF

PRE-PAID

AIRTEL

MOBILES
Tariffs plans that are available in Gujarat Airtel Base Tariff Plan -Airtel/GJ/GSM/7 Airtel Turbo Plan -Airtel/GJ/GSM/18 RC 294 RC 24 Weekly Rental Pack of Rs.8 37

Airtel + Nokia Bundle Offer ONE TIME CHARGES Pulse 60 sec Price Rs.99 Free Airtime on Pack (Rs.) Incoming nil Calls (Rs.) 0 of Pack (Rs.) Rate

CALL CHARGES Airtel Rs.1.00/min Rs 1.50 per min GSM/CDMA Rs.1.00/min Rs 1.50 per min

Local Rates STD Rates

Landline Rs.1.00/min Rs 1.50 per min

SMS Local Re.0.50 National Rs 1.5 International Rs.5

38

 OTHER DETAILS Validity: 0 Days .Conditions Apply. Minutes of Usage (Estimated cost of the Plan Opted by Subscriber) minutes 50 100 200 300 500 Cost Rs. 61 122 244 366 609

Assumptions made for above calculation: Traffic Distribution (assumed) - Local Airtel-Mobile @ 59%, Local Airtel-Fixed Line 20%, STD to Mobile @ 14% & STD to Fixed Line @ 7%.Service Tax @ 10.3%

39

 FEATURES

OF POST-PAID AIRTEL

MOBILES
Easy Billing Enjoy a host of rich features only with Airtel e-bill. Register free on My Airtel section and view your monthly bill with call details for last three months. Sort your calls between personal and official or analyze your usage, at the click of a button. To change your tariff plan call our IVR at 121 and leave a request, you can also send in your requests through email 121@airtelindia.com, log your request on My Airtel section of the website or SMS the change to 121. Easy Payment Options. Anytime Anywhere You can choose from a host of convenient payment options only with Airtel. Walk into any Airtel relationship centre and make your payments by cash or credit card. Drop a cheque at any of the drop boxes for making payments or simply log on to My Airtel section and pay instantly through your credit card. You can also opt for easy payment options like: Standing Instructions You can give us standing instructions to debit your credit card account for your monthly Airtel bills. All you have to do is fill the Standing Instruction Form and mail, fax it to us or drop it any of our relationship centers. Electronic Clearing System Fill an ECS form and mail fax it to us or drop it any of our relationship centers to 40

directly debit your bank account for your monthly Airtel bill. Pay while roaming Airtel has introduced 'anywhere payment' that offers you the convenience of making payments while you roam. Walk in to any Airtel Relationship Centre in the country, make payments by cash or credit card and enjoy uninterrupted Airtel Services.

Credit limit Your pre-set credit limit mentioned on your monthly bill helps you keep your mobile charges in control, keeps track of your usage and ensures that your mobile phone is not misused. Should you exceed your credit limit, you will be informed via a voice or a non-voice message to make an interim payment and reduce your account balance below your credit limit. You may also choose to pay us an additional refundable deposit to enhance your credit limit or opt for our convenient payment method of Credit Card Standing instruction .You can also make use of ECS facility. Strong Network Coverage Enjoy complete clarity when calling with Airtel .It offers you world class technology and unbreakable network coverage that spans over 23 circles across the country. 41

Long Distance Calling Facility Call long distance calls in India and Overseas with STD / ISD facility on your Airtel phone. Widest Roaming - National and International Airtel's roaming service allows you to stay connected and use your mobile phone to make or receive calls from almost anywhere in India and also over 160 countries, abroad.

GPRS - Roaming Use Airtel Postpaid's GPRS services, while roaming, to access the internet and office mails (e.g. Blackberry services), from almost anywhere in India and abroad. Reach us, anytime anywhere In case you need assistance, dial '121' - our number, accessible from anywhere in the country, even while roaming. You can also send us an SMS to 121 or mail us at 121@airtelindia.com In case of email, mention your mobile no. like 9810012345 in the subject of the mail for a quicker response. 42

Best Value Plan We also offer Best Value Plan' to our customers; get in touch with our customer support to know yours.

SERVICES

OF

POST-PAID

AIRTEL

MOBILES
Subscription Services Subscribe for cool alerts at the click of a button! What's better is that you receive updates automatically on your Airtel phone. Call Management Services

43

Avail of special services like calling waiting, call hold, call divert and voice mail to manage all your accessibility needs with Airtel. Mail, Messaging & More Let your phone do the talking, with email & messaging on the move. Make arrangements, share moments or just say hello. Airtel mail & messaging is a fast & convenient way to keep in touch. Data Services Take your office wherever you go & access e-mail and Internet any time anywhere, with Airtel. Operator Services More services, for convenient use of your mobile from Airtel network. Phone Backup Welcome to Airtel Mobile Phone Backup, a unique service that saves all the vital and precious information at the touch of a button.

TARIFFS

OF

POST-PAID

AIRTEL

MOBILES
Tariffs plans that are available in Gujarat

44

Best Value Plan 175 (Airtel/GJ/GSM/3) Airtel Value 899 Plan-Adv Rental (Airtel/GJ/GSM/17) Best Value Long Distance Special (Airtel/GJ/GSM/12) Special Five Plan 249 (Airtel/GJ/GSM/13) Airtel Family CUG plan (Airtel/GJ/GSM/16) Airtel Freedom 349 Plan (Airtel/GJ/GSM/14) ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) (Rs.) Bill 175 CALL CHARGES CLIP 0 Airtel GSM/CDMALandline Local Rates 0.50 Night Pack worth Rs.35 absolutely free for life time Airtel to Airtel Calls @10paise (11p.m to 7 a.m) Plan Charge 500 0 0

45

STD RATES STD Rates SMS Local 1 CDMA 1 National 1.50 International 5 VAS Varies as per the service DESCRIPTION 175 all local minutes absolutely free. Service Tax@10.30%. All tariff plans have a 60 sec pulse Mins. Of Use A. Fixed B. Variable Total Charges (Fixed + Service Tax @ Estimated Monthly Bill Monthly Charges 100 200 300 400 500 1000 175 175 175 175 175 175 71 142 213 284 355 710 46 1.50

Variable) 10.3% 246 317 388 459 430 885 25.34 32.65 39.96 47.25 54.59 91.16 217.34 349.65 427.96 506.28 584.59 976.16

ASSUMPTIONS 1. Traffic pattern defined by TRAI: Local Mobile (59%), Local Fixed (20%), STD Mobile (14%), STD Fixed (7%). 2. Free Airtime/discount (if any) as per the plan has not been included in calculation of estimated bill value.

Broadband & Internet

Airtel Broadband Services, India's most preferred high-speed Internet service, redefines your Internet experience. It is fast, fun, convenient and cost effective Broadband & Internet Airtel Broadband Services, India's most preferred high-speed Internet service, redefines your Internet experience. It is fast, fun, convenient and cost effective. Digital TV services Discover the magical experience of digital

entertainment with Airtel. From DVD quality picture and sound, the best and widest variety of channels and programmes to the best on-demand content on Airtel Live, your TV viewing experience change forever with digital TV from Airtel!

47

VODAFONE
Vodafone Essar is the Indian subsidiary of Vodafone Group and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular license for Mumbai. The company now has operations across the country with over 85.82 million customers. Over the years, Vodafone Essar, under the Hutch brand, has been named the Most Respected Telecom Company, the Best Mobile Service in the country and the Most Creative and Most Effective Advertiser of the Year. Vodafone is the world's leading international mobile communications group with approximately 315 million proportionate customers as on 30 June 2009. Vodafone currently has equity interests in 31 48

countries across five continents and around 40 partner networks worldwide. The Essar Group is a diversified business

corporation with a balanced portfolio of assets in the manufacturing and services sectors of Steel, Energy, Power, Communications, Shipping Ports & Logistics, and Projects. Essar employs more than 50,000 people across offices in Asia, Africa, Europe and the Americas. We will be the communications leader in an increasingly connected world Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings, joint ventures, associated undertakings and investments.

The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the United States the Group's associated undertaking operates as Verizon Wireless. During the last few years, Vodafone Group has entered into arrangements with network operators in countries where the Group does not hold an equity stake. Under the terms of these Partner Market Agreements, the Group and its 49

partner operators co-operate in the development and marketing of global products and services, with varying levels of brand association.

At 30 September 2009, based on the registered customers of mobile telecommunications ventures in which it had ownership interests at that date, the Group had 323 million customers, excluding paging customers, calculated on a proportionate basis in accordance with the Company's percentage interest in these ventures.

The Company's ordinary shares are listed on the London Stock Exchange and the Company's American Depositary Shares ('ADSs') are listed on the NASDAQ Stock Market. The Company had a total market capitalization of approximately 71.2 billion at 12 November 2009.

Vodafone Group Plc is a public limited company incorporated in England under registered number 1833679. Its registered office is Vodafone House, The Connection, Newbury, and Berkshire, RG14 2FN, England.

50

CEO INDIA MARTEN PIETERS 500 people chosen to make a World of Difference by being paid to work at their dream charity 16 December 2009 News from the Vodafone Foundation 500 people from across the UK have been chosen today from over 1100 applicants to win a place on The Vodafone Foundation's 2009 World of Difference UK Programmes.

The programme gives people from across the UK the opportunity to work in a two month paid placement for their favourite charity. The Vodafone Foundation will pay each charity a total 2,500 of which the winner gets the balance once tax and National Insurance has been paid. In addition, Vodafone UK will donate a new mobile phone with pre-paid credit so that winners can capture their experiences and share them on vodafone.co.uk/worldofdifference to inspire others.

Over 400 of the 500 winners will begin their placement in January 2010. Of the 1,100 applicants, over 73% were aged fewer than 35 and the most popular charities applied for were those involved with children and young people (20%), with animal and wildlife charities coming in second (7%). This is the first time that The Vodafone Foundation has offered two month World of Difference placements in the UK. The programme was open to 51

anyone over 18 in the UK who had the passion, drive and commitment to donate themselves to a charity. Taking part involved finding the right charity via a unique online Charity Matchmaker tool, developed by the UK's leading volunteering charity, World-Wide Volunteering. The Charity Matchmaker tool is still available on the vodafone.co.uk/worldofdifference site for anyone who wishes to follow the example of the 500 winners and get involved in charity work.

"We are delighted with the response we have had in the first year of this exciting new phase of the World of Difference programme" commented Andrew Dunnett, Director of the Vodafone Foundation. "We hope that the World of Difference UK programme will help more people to make a contribution to local communities, from veteran volunteers to first-timers. World of Difference offers an ideal opportunity to help others while gaining valuable life and work experience." Over 132,000 fans have been following the on

programme's

progress

facebook.com/worldofdifference and the WOD_UK Twitter account now has nearly 400 followers.

The Vodafone Foundation The Vodafone Foundation received recognition as registered charity number 1089625 from the Charity

52

Commission for England and Wales on 4 December 2001. The Vodafone Foundation is driven by one of the four Passions of Vodafone - Passion for the World around Us. The Foundation is at the centre of a network of global and local social investment programmes. Globally, our Foundations make social investments by funding projects which support disaster relief and preparedness or fund sport and music projects which benefit some of the most disadvantaged young people and their communities. Locally, our social investment is delivered by a unique footprint of 24 Vodafone Foundations and social investment programmes.

Our Foundations make social investments that help the people of the world to lead fuller lives by: Sharing the benefits of developments in mobile communications possible. technology as widely as

Supporting the local communities in which Vodafone operates

53

 Helping to alleviate suffering in disaster areas

Supporting sport and music projects to benefit young people and their communities.

Promoting the health and well-being of young people; and protecting the natural environment.

54

3 MARKETING RESEARCH

55

ROLE AS A MARKETING RESEARCHER

I was a researcher in the Airtel in which I conducted a research on consumer survey on Vodafone and Airtel service users. I used questionnaire as a tool of data collection in my research. I have contacted students, businessman and others to collect the data. I educated every consumer before filling the questionnaire about my project work. As the task of filling the questionnaire was finished I analyzed all the questionnaires and got the real perception of the people about service provided by Vodafone and Airtel in Bhavnagar city, and I also came to know which service provider is preferred more in Bhavnagar city.

56

MARKETING REASERCH Research always starts with a question to which we seek an answer using Scientific methods. We define the question as a Problem. Research is often described as an active, diligent, and systematic process of inquiry aimed at discovering, interpreting and revising facts. The word research is derived from the French language; its literal meaning is 'to investigate thoroughly'. Undertaking research is basically applying scientific methods to find solution to a problem. It is a systematic and explorative study carried out to analyze and apply various solutions to a defined problem. Research can be classified into two broad categories: 1. Basic Research and 2. Applied Research Marketing research (also called consumer research) is a form of business research. The field of marketing research as a statistical science was 57

pioneered by Arthur Nielsen with the founding of the A Nielsen Company in 1923.Marketing research is a systematic and objective study of problems pertaining to the marketing of goods and services. It is applicable to any area of marketing. Research is the only tool an organization has to keep in contact with its external operating environment. In order to be proactive and change with the environment simple questions need to be asked Research can also be in the following methods. 1. Primary research 2. Secondary research

DATA SOURCE One of the most important components of Marketing Research is collection of data required to solve a defined research problem. The general tendency of the researcher is to organize a survey and collect the data from the field. The most important point to be considered before this is to research the secondary sources and gather data already available. This gives a logical perspective to problem solving. Only then the actual data required to be collected from the primary survey can be well defined. Hence it is imperative to know the advantages and drawbacks of Secondary and Primary data.

58

(A) Secondary Data Secondary data is defined as the data that has been collected by individuals or agencies for purposes other than those of the particular research study. For example, if a government department has conducted a survey of, say, school going children, then a uniform manufacturer might use this data for his research purpose. As mentioned earlier, it is ideal to undertake a marketing research study after a prior search of 59

secondary sources (also termed desk research). The reasons for this are summed up below. Many a time secondary data may itself be sufficient to draw conclusions and answer to solve the problem. Primary data collection may not be required. Secondary data is economical than collecting primary data. A thorough through a examination primary of secondary sources can yield a great deal more information evaluated. Searching secondary sources is much less time consuming than primary data collection. Secondary sources of information may at times consider a large sample and hence can yield more accurate data than that primary research. This is especially true for census information or syndicated reports by government departments which are generally large scale. This is likely to yield far more accurate results than custom designed surveys that are based on relatively small sample sizes. than data collection exercise which needs to be critically

Secondary data can play a substantial role in the exploratory phase of the research when the main 60

objective is to define the research problem and to generate hypotheses. The assembly and analysis of secondary data helps in better understanding of the marketing problem. This also gives an idea about the course of action and missing links which can be got from the primary research. Secondary sources are very useful to structure the sample and define the population.

61

(B) Primary Data: Primary data collection begins when a researcher is not able to find the data required for his research purpose from the secondary sources. Market researchers are interested in a variety of primary data about demographic/socioeconomic attitudes/opinions/interests, characteristics, behavior. There are two basic means of obtaining primary data depending on the nature of the problem and by the availability of time and money. 1. Observation As the name implies, the researcher observes the situation of interest and records the relevant facts, actions, or behaviors. Observation provides accurate data about what consumers do in certain situations but do not provide details of why it happened. 2. Questionnaire Method: Questionnaire is a common instrument for collecting data beyond the physical reach of the researcher, that is, from a large size sample of people. It is an impersonal instrument for collecting information and must, therefore, contain clear questions, worded as simply as possible to avoid any confusion or ambiguity since the researcher probably will not be present to explain what was meant by any one 62

awareness/knowledge, intentions, motivation, and

particular

question.

Questionnaires

are

an

inexpensive way to gather data from a potentially large number of respondents. Often they are the only feasible way to reach a number of reviewers large enough to allow statistically analysis of the results. A well-designed questionnaire that is used effectively can gather information on both the overall performance of the test system as well as information on specific components of the system. If the questionnaire includes demographic questions on the participants, they can be used to correlate performance and satisfaction with the test system among different groups of users. It is important to remember that a questionnaire should be viewed as a multistage process beginning with definition of the aspects to be examined and ending with interpretation of the results. Every step needs to be designed carefully because the final results are only as good as the weakest link in the questionnaire process. Although questionnaires may be cheap to administer compared to other data collection methods, they are every bit as expensive in terms of design time and interpretation. It can be classified into four steps. 1. Structured non-disguised 2. Structured disguised 3. Non-structured - non- disguised 4. Non-structured disguised

63

IDENTIFICATION OF THE STUDY

Marketing Research Problem: To find out the consumer perception on service provided by Vodafone and Airtel in Bhavnagar city. To get the information about consumers satisfaction level. To get the overall performance review and satisfaction about Airtel with its competitor company Vodafone 64

To find out the satisfaction level of people.

Scope of the Study: This study would be useful for companies to know what people perceive and think about the service provided by Vodafone and Airtel. This study would be useful to other students as a secondary data. This study would be useful to form strategies according to perception of people regarding the service provided by Vodafone and Airtel.

Objective of the Study: To know the consumer perception on service provided by Vodafone and Airtel. To know the market share of the 2 companies. To know about factors affecting purchase decision of the 2 companies.

65

To know how purchase decision differs among different budget groups.

Limitations of the study: I will have to rely upon the information

given by respondents, which may not be fully true This study will be limited to only some areas of Bhavnagar City It is only for short period of time. Lack of professional approach since researcher is a student.

66

4 RESEARCH METHODOLOG Y

RESEARCH METHODOLOGY
INSTRUMENTATION: 67

SOURCES OF DATA COLLECTION PRIMARY: For my survey primary data have been used in

form of questionnaire to collect the data. SECONDARY: The secondary date has been collected from the following modes: Magazines Data through internet sources RESEARCH DESIGN Research Design is the arrangement for conditioned for data collection & analysis of data in a manner that aims to combined relevance to research purpose with economy in procedure. A research design is a master plan or model for the conduct of formal investigation. It is blue print that is followed in completing study. The research conducted by me is a descriptive research. This is descriptive in nature because study is focused on fact finding investigation in a well structured form and is based on primary data.

68

RESEARCH PLAN Type of study: For completing my study I have gone for sample study because looking at the size of population & the time limitation it was not convenient for me to cover entire population. Hence I have gone for sample study rather than census study. SAMPLING PLAN A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure that researcher would adopt in selecting items from sample. Sampling plan may as well lay down the number of items to be inched in the sample i.e. the size of sample. Sampling plan is determined before data are collected.

69

STEPS IN SAMPLING PLAN Sampling Frame: The list of sampling units from which sample is taken is called sampling frame. BHAVNAGAR city map was studied thoroughly and samples were selected from the places in a scattered manner to get effective result. Sampling Size: Total sample size is 100. SAMPLING PROCEDURE: The selection of respondents were accordingly to be in a right place at a right time and so the sampling were quite easy to measure, evaluate and cooperative. It was a area sampling method that attempts to obtain the sample of convenient elements. FIELD WORK: I have collected the data through medium called questionnaire collecting the responses from 100 people in all. I had done my field work in BHAVNAGAR city

70

I started my project very first educating the respondents about my entire project, and ask them to co-operate with me. Mostly all the respondent were aware of this type of surveys. So I didnt face any type of difficulty during my project in the process of explaining and taking there responses on the questionnaire.

5 DATA INTERPRETATI ON AND ANALYSIS

71

DATA INTERPRETATION AND DATA ANALYSIS

1. Sex? [ ] Male [ ] Female

Sex
45 40 35 30 25 20 15 10 5 0 M ale Fem ale

V odafone A irtel

Vodafone Airtel Total

Male 41 41 82

Female 9 9 18

Total 50 50 100

72

Out of the total sample of 100 there are 82% male and 18% female respondents of both the companies Vodafone as well as Airtel.

2. What is your occupation? [ ] Profession [ ] Service [ ] Business [ ] Student [ ] Others

What is your Occupation?

25 20 15 10 5 0 Profession Service Business Student Others Vodafone Airtel

Vodafone Airtel total

Profession 1 0 1 73

Service 21 15 36

Business 10 8 18

Student 12 22 24

Others 6 5 11

Total 50 50 100

Among the respondents of Vodafone 2% are professionals, 42% person belong to service class, 20% are businessman, 24% of respondents are student and 12% belongs to group of others. Among the respondents of Airtel 0 % are professionals, 30% belong to service class, 16% are business man, 44% respondents are students and 10% belong to other group. 3. What is your age? [ ] 15-25 [ ] 25-35 [ ] 35-45 [ ] >45

What is your age?

40 35 30 25 20 15 10 5 0 15-25 25-35 35-45 >45 Vodafone Airtel

Vodafone Airtel Total

15-25 21 36 57

25-35 14 8 22

35-45 4 5 9

>45 11 1 12

Total 50 50 100

74

Out of 100% respondents of Vodafone 42% respondents belong to the age group between 1525, 28% respondents belong to the age group between 25-35, 8% respondents belong to the age group between 35-45 and 22% respondents belong to the age group of above 45 years. Out of 100% respondents of Airtel 72% respondents belong to the age group between 15-25, 16% respondents belong to the age group between 2535, 10% respondents belong to the age group between 35-45 and 2% respondent belong to the age group of above 45 years.

75

4. Monthly income? [ ] <10,000 [ ] 10,000-20,000 [ ] 20,000-30,000 [ ] 30,000-40,000 [ ] >40,000

Monthly income?
40 35 30 25 20 15 10 5 0 <10,000 10,00020,000 20,00030,000 30,00040,000 >40,000

Vodafone Airtel

76

<10,000 Vodafone Airtel Total 27 35 62

10,00020,000 15 9 24

20,00030,000 4 3 7

30,00040,000 2 2 4

>40,000 Total 2 1 3 50 50 100

In Vodafone 54% peoples income is less than 10,000, 30% peoples income is between 10,00020,000, 8% peoples income is between 20,00030,000, 4% peoples income is between 30,00040,000 and 4% peoples income is more than 40,000. In Airtel 70% peoples income is less than 10,000, 18% peoples income is between 10,000-20,000, 6% peoples income is between 20,000-30,000, 4% peoples income is between 30,000-40,000 and 2% peoples income is more than 40,000.

77

5. Which mobile service do you use? [ ] Vodafone [ ] Airtel

Which mobile service do you use?

60 50 40 30 20 10 0

Vodafone 78

50

Airtel Total Out of the total respondents 50 individual uses Vodafone services and 50 individual uses the service of Airtel.

50 100

6. Which type of service do you use? [ ] Post-paid [ ] Pre-paid

Which type of service do you use?

45 40 35 30 25 20 15 10 5 0 post-paid pre paid

Vodafone Airtel

79

Vodafone Airtel Total

Post-paid 25 42 67

Pre-paid 25 8 33

Total 50 50 100

In Vodafone there are 50% post-paid users and 50% pre-paid users whereas there are 82% post-paid users and 16% pre-paid users in Airtel.

7. For how long have you been using this service? [ ] < 6 months [ ] 6 months 1 year [ ] 1 year

80

For how long have you been using this service?

35 30 25 20 15 10 5 0 <6 motnhs 6months-1year >1 year Vodafone Airtel

<6 months Vodafone Airtel Total 7 11 18

6 months-1 year 13 12 25

> 1 year 30 27 57

Total 50 50 100

In Vodafone there are 14% respondents who have being using the service for the time period of less than 6 months, 26% respondents have being using the service for the time period between 6 months and 1 year and 60% respondents have being using the service for the time period of more than 1 year.

81

In Airtel there are 22% respondents who have being using the service for the time period of less than 6 months, 24% respondents have being using the service for the time period between 6 months and 1 year and 54% respondents have being using the service for the time period of more than 1 year.

8. What is your monthly expenditure in terms of your mobile usage?

82

[ ] <200 [ ] 200-500 [ ] 500-1000 [ ] >1000

What is your monthly expenditure in terms of your mobile usage?

35 30 25 20 15 10 5 0 <200 200-500 500-1000 >1000 Vodafone Airtel

Vodafone Airtel Total

<200 11 19 30

200-500 29 18 47

500-1000 5 8 13

>1000 5 5 10

Total 50 50 100

Among the respondents of Vodafone there are 22% of persons whose mobile expenditure/month is less than Rs.200, 58% respondents whose monthly expenditure is between Rs.200 and Rs.500, 10% respondents whose monthly expenditure is between 83

Rs.500 and Rs.1000 and 10% respondents monthly expenditure is exceeding Rs.1000. Among the respondents of Airtel there are 38% persons whose mobile expenditure/month is less than Rs.200, 36% respondents whose monthly expenditure is between Rs.200 and Rs.500, 16% respondents whose monthly expenditure is between Rs.500 and Rs.1000 and 10% respondents monthly expenditure is exceeding Rs.1000.

9. How do you rate your service provider in terms of connectivity and area of network coverage? 84

[ ] Very good [ ] Good [ ] Ok [ ] Bad [ ] Very bad

How do you rate your service provider in terms of connectivity and area of network coverage?
25 20 15 10 5 0 very good good ok bad very bad Vodafone Airtel

Very Vodafone Airtel Total good 23 15 38

good 12 14 28

Ok 8 12 20

Bad 5 6 11

Very bad 2 3 5

Total 50 50 100

Among the Vodafone users 46% people rate the service provider in terms of connectivity and area coverage as very good, 24% people mark it as good,

85

16% people mark it as ok, 10% people mark it as bad and 4% people marks very bad. Among the Airtel users 30% people rate the service provider in terms of connectivity and area coverage as very good, 28% people mark it as good, 24% people mark it as ok, 12% people mark it as bad and 6% people marks very bad.

10. What do you feel about the call tariff linked with the connection you are currently using? 86

[ ] Very high [ ] High [ ] Normal [ ] Cheap [ ] Very cheap

What do you feel about the call tariff linked with the connection you are currently using?
40 35 30 25 20 15 10 5 0 very high high normal cheap very cheap

Vodafone Airtel

Very Vodafone Airtel Total high 5 3 8

High 6 12 18

Normal 35 30 65

Cheap 4 3 7

Very cheap 0 2 2

Total 50 50 100

In Vodafone 10% people think that call tariff is very high, 12% people think the call tariff is high, 65% people find the call tariff normal, 8% people find the

87

call tariff cheap and there are 0% people who think that the call tariff is very cheap. In Airtel 6% people think that call tariff is very high, 24% people think the call tariff is high, 60% people find the call tariff normal, 6% people find the call tariff cheap and there are 4% people who think that the call tariff is very cheap.

11. How appropriate are the STD and ISD rates related with your plan being used right now? 88

[ ] Very high [ ] High [ ] Normal [ ] Cheap [ ] Very cheap

How appropriate are the STD and ISD rates related with your plan being used right now?
40 35 30 25 20 15 10 5 0 very high high normal cheap very cheap

Vodafone Airtel

Very Vodafone Airtel Total high 6 1 7

High 11 11 22

Normal 32 34 68

Cheap 1 2 3

Very cheap 0 2 2

Total 50 50 100

12% respondents of Vodafone think that their STD and ISD rates are very high, 22% think it as high, 64% people think it is normal, 2% people considers it cheap and 0% people consider it as very cheap.

89

2% respondents of Airtel think that their STD and ISD rates are very high, 22% think it as high, 68% people think it is normal, 4% people considers it cheap and 4% person consider it as very cheap.

12. How appropriate are the SMS rates related with the plan you are using currently? [ ] Very high 90

[ ] High [ ] Normal [ ] Cheap [ ] Very cheap

How appropriate are the SMS rates related with the plan you are using currently?
40 35 30 25 20 15 10 5 0 very high high normal cheap very cheap

Vodafone Airtel

Very Vodafone Airtel Total high 1 6 7

High 12 16 28

Normal 34 23 57

Cheap 3 2 5

Very cheap 0 3 3

Total 50 50 100

Among the respondents of Vodafone 2% people think that the sms rates are very high, 24% people think the rates are high, 68% people think that the rates are normal, 6% people think the rates are cheap and 0% people finds that the rates are very cheap. 91

Among the respondents of Airtel 12% person think that the sms rates are very high, 32% people think the rates are high, 46% people think that the rates are normal, 4% people think the rates are cheap and 6% people finds that the rates are very cheap.

13.

(A) Do you receive unwanted calls and SMS advertisements?

92

[ ] Yes [ ] No

Do you receive unwanted calls and SMS advertisements?

40 35 30 25 20 15 10 5 0 1 2

Vodafone Airtel

Vodafone Airtel Total

Yes 34 32 66

No 16 18 34

Total 50 50 100

68% Vodafone respondents receive unwanted calls and sms advertisements and 32% respondents do not receive unwanted calls and sms advertisement. 64% Airtel respondents receive unwanted calls and sms advertisements and 36% respondents do not receive unwanted calls and sms advertisement.

13. (B) if yes, do you mind it?

93

[ ] Yes [ ] No

If yes, do you mind it?

25 20 15 10 5 0 Vodafone Airtel yes no

Vodafone Airtel Total

Yes 20 22 42

No 14 10 24

Total 34 32 66

In Vodafone 20(59%) respondents mind it and 14(41%) do not mind about the unwanted calls and sms advertisements they receive. In Airtel 22(69%) respondents mind it and 10(31%) do not mind about the unwanted calls and sms advertisements they receive.

14.

Are you satisfied with the recharge options? I.e. rates / availability etc.? 94

[ ] Yes [ ] No

Are you satisfied with the recharge options? i.e rates / availability etc.?
50 40 30 20 10 0 yes no Vodafone Airtel

Vodafone Airtel Total

Yes 41 45 86

No 9 5 14

Total 50 50 100

82% Vodafone respondents are satisfied with the recharge options i.e. rates / availability etc and 18% respondents are not satisfied with the same. 90% Airtel respondents are satisfied with the recharge options i.e. rates / availability etc and 10%respondents are not satisfied with the same.

95

15.

Express your most recent customer services experience. [ ] Very bad [ ] Bad [ ] Ok [ ] Good [ ] Very good

Express your most recent customer services experience.

30 25 20 15 10 5 0 very bad bad ok good very good Vodafone Airtel

Very bad Vodafone Airtel Total 1 1 2

Bad 5 6 11

Ok 11 18 29

Good 24 14 38

Very good 9 11 20

Total 50 50 100

Among the Vodafone users 2% peoples customer services experience was very bad, 10% peoples 96

customer

services

experience

was

bad,

22%

peoples customer services experience was ok, 48% peoples customer services experience was good and 18% peoples customer services experience was very good. Among the Airtel users 2% persons customer services experience was very bad, 12% peoples customer services experience was bad, 36% peoples customer services experience was ok, 28% peoples customer services experience was good and 22% peoples customer services experience was very good.

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16. How would you rate your level of satisfaction with the service provider in regards to value? [ ] Very bad [ ] Bad [ ] Ok [ ] Good [ ] Very good

How would you rate your level of satisfaction with the service provider in regards to value?
30 25 20 15 10 5 0 very bad bad ok good very good Vodafone Airtel

Very bad Vodafone Airtel Total 0 0 0

Bad 3 2 5

Ok 14 21 35

Good 26 21 47

Very good 7 6 13

Total 50 50 100

Among the Vodafone respondents, 0% respondents would rate their level of satisfaction with their service 98

provider in regards to value as very bad, 6% respondents mark it as bad, 28% respondents mark it as ok, 52% respondents mark it as good and 14% respondents mark it as very good. Among the Airtel respondents, 0% respondents would rate their level of satisfaction with their service provider in regards to value as very bad, 4% respondents mark it as bad, 42% respondents mark it as ok, 42% respondents mark it as good and 12% respondents mark it as very good.

99

17. How would you rate your level of satisfaction with the service provider in regards to pricing? [ ] Very bad [ ] Bad [ ] Ok [ ] Good [ ] Very good

How would you rate your level of satisfaction with the service provider in regards to pricing?
30 25 20 15 10 5 0 very bad bad ok good very good Vodafone Airtel

Very bad Vodafone Airtel Total 2 0 2

Bad 3 1 4

Ok 18 24 42

Good 23 20 43

Very good 4 5 9

Total 50 50 100

Among the Vodafone respondents, 4% respondents would rate their level of satisfaction with their service 100

provider in regards to pricing as very bad, 6% respondents consider it as bad, 36% respondents consider it as ok, 46% respondents consider it as good and 8% consider it as very good. Among the Airtel respondents, 0% respondents would rate their level of satisfaction with their service provider in regards to pricing as very bad, 2% respondents consider it as bad, 48% respondents consider it as ok, 40% respondents consider it as good and 10% consider it as very good.

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18. How would you rate the degree of relationship maintained by the Service provider? [ ] Very bad [ ] Bad [ ] Ok [ ] Good [ ] Very good

How would you rate the degree of relationship maintained by the Service provider?
30 25 20 15 10 5 0 very bad bad ok good very good Vodafone Airtel

Very bad Bad Vodafone Airtel Total 0 0 0 2 3 5

Ok 18 18 36

Good 25 18 43

Very good 5 11 16

Total 50 50 100

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0% Vodafone respondents consider the relationship maintained by the service provider as very bad, 4% respondents consider it as bad, 36% respondents consider it as ok, 50% respondents consider it as good and 10% consider it as very good. 0% Airtel respondents consider the relationship maintained by the service provider as very bad, 6% respondents consider it as bad, 36% respondents consider it as ok, 36% respondents consider it as good and 22% respondents consider it as very good.

103

19. How likely are you to repurchase the services from this company in the future? Would you say your chances are? [ ] Very high [ ] High [ ] Medium [ ] Low [ ] Very low

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How likely are you to repurchase the services from this company in the future? Would you say your chances are?
25 20 15 10 5 0 very high high medium low verylow Vodafone Airtel

Very Vodafone Airtel Total high 5 8 13

High 21 10 31

Medium 11 18 29

Low 6 5 11

Very low 7 9 16

Total 50 50 100

10% Vodafone respondents have very high chances of re-purchasing the service from the same company, 42% respondents have high chances of re-purchasing the service from the same company, 22% respondents have medium chances, 12% respondents have low chances and 14% respondents have very low chances. 16% Airtel respondents have very high chances of re-purchasing the service from the same company, 20% respondents have have high chances, chances, 36% 10% respondents medium 105

respondents

have

low

chances

and

18%

respondents have very low chances. 20. Considering your experience, would you recommend the services of this company to friends and relatives? [ ] Yes [ ] No

C onsidering your experience, w ould you recommend the services of this company to friends and relatives?
40 35 30 25 20 15 10 5 0 yes no

V odafone A irtel

Vodafone Airtel Total

Yes 38 37 75

No 12 13 25

Total 50 50 100

76% Vodafone respondents will recommend the services of the company to others and 24% respondents would not like to recommend the service of the company to others.

106

74% Airtel respondents will recommend the services of the company to others and 26% respondents would not like to recommend the service of the company to others 21. Over the next 12 months, how likely are you to change your service Provider? [ ] No plans at all [ ] I may change

Over the next 12 months, how likely are you to change your service provider?
40 35 30 25 20 15 10 5 0 no plans at all I may change

Vodafone Airtel

Vodafone Airtel Total

No plans at all 38 35 73

I may change 12 15 27

Total 50 50 100

Among the Vodafone respondents 76% have no plans at all about changing their service provider,

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24% respondents think that they may change their service provider. Among the Airtel respondents 70% have no plans at all about changing their service provider, 30% respondents think that they may change their service provider.

6 CONCLUSIONS

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CONCLUSIONS
During the study it was found that there are more Vodafone users in the Service class and there are more Airtel users in the student class. There are more users of the services between the age group of 15 years to 25 years in both the companies. The monthly income of most of the

respondents is less than 10,000Rs. who are using the services of Vodafone and Airtel. In Vodafone there are equal numbers of prepaid and post-paid users and in Airtel there are more post-paid users as compared to the prepaid users. This was found in our sample which may not be the case at aggregate level. Most of the respondents using the services of Vodafone and Airtel are using the services of these companies from more than 1 year.

109

 The mobile usage in terms of expenditure in Vodafone is more between Rs.200 to Rs. 500 and the mobile usage in terms of expenditure in Airtel is more in the group of less than Rs. 200. If we compare the service provider in terms of connectivity and area of network coverage, Vodafone is better than Airtel. The respondents find the call tariff of both the companies normal. According to the respondents the STD and ISD rates of both the companies are normal. As compared to Airtel there are more Vodafone users to say that the SMS rates are normal. Most of the users of Airtel and Vodafone receive unwanted SMS and calls and they do mind the same. Most of the respondents of both the service providers are satisfied with the recharge options. Most of the Vodafone respondents customer services experience was good and the experience of Airtel respondents was ok. Most of the respondents of both the service provider have reported their level of satisfaction

110

with the service provider in regards to value as good. Most of the respondents of Vodafone have reported the level of satisfaction with the service provider in regards to pricing as good whereas in Airtel there are more respondents to say it as ok. There are high chances of repurchasing the same service again in Vodafone respondents where as there are medium chances of the same among Airtel users. Most of the respondents of both the

companies would like to recommend the service they are using to others. There are very few respondents of both the companies who would like to change their service providers.

111

7 RECOMMENDA TIONS

RECOMMENDATIONS

112

 The connectivity and network coverage of Airtel is weak as compared to Vodafone so Airtel should see that their connectivity and network coverage is improved. The respondents of both the companies receive unwanted SMS and calls, so the company should develop such a device so that this can be eliminated. The customer service experience of Vodafone respondents is better than Airtel respondents, so Airtel should improve their level of customer services. As compared to Vodafone the Airtel users are not satisfied with the pricing of the company so Airtel should take some steps to satisfy their customers in regards to pricing. There are more chances of Vodafone users of repurchasing the same service again as compared to Airtel so Airtel should improve in that field so that their customers are satisfied.

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BIBLIOGRAPHY
BOOKS: o Philip kotler & hiller (2008) marketing management 8th edition: Pearson

o Marder, Eric The Laws of Choice -- Predicting Customer Behavior (The Free Press division of Simon and Schuster, 1997. ISBN 0-684-83545-2

o STACEY RD. 1996. Strategic management & organizational dynamics. 2nd ed. London: Pitman.

Web References: o o o o http://www.Google.in http://www.Airtel.in http://www.Vodafone.in http://www.Vodafone.com

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