CONTENTS CHAPTER

1.1 1.2 1.3 1.4 1.5 2 3 4 5.1 5.2 5.3 5.4 6 7

TOPICS
INTRODUCTION OBJECTIVES OF THE STUDY SCOPE OF THE STUDY IMPORTANCE OF THE STUDY RESEARCH METHODOLOGY LITERATURE REVIEW THEORETICAL PERSPECTIVE DATA ANALYSIS AND INTERPRETATIONS FINDINGS RECOMMENDATIONS CONCLUSIONS LIMITATIONS BIBLIOGRAPHY ANNEXURE

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CHART FOR CUSTOMER SATISFACTION TABLE FOR CUSTOMER SATISFACTION SI SI NO. NO. 11 22 33 44 55 66 77 88 99 10 10 11 11 12.1 12.1 12.2 12.2 12.3 12.3 12.4 12.4 12.5 12.5 12.6 12.6 12.7 12.7 12.8 12.8 12.9 12.9 TOPICS TOPICS Age group of respondents Age group of respondents Occupation of the respondents Occupation of the respondents Purpose of the use of phone/internet Purpose of the use of phone/internet Medium through whichwhich customers to know know about the Medium through customers came came to about the products products No. of respondents using the products No. of respondents using the products Satisfaction level of the respondents Satisfaction level of the respondents Major reasons for dissatisfaction Major reasons for dissatisfaction Respondents preference of buying channels Respondents preference of buying channels Features considered by the customers Features considered by the customers Customers' preferences Customers' preferences Opinion on recommending to others Opinion on recommending to others Satisfaction level for network Satisfaction level for network Satisfaction level for SMS rates Satisfaction level for SMS rates Satisfaction level for new schemes and offers Satisfaction level for new schemes and offers Satisfaction level for internet speed Satisfaction level for internet speed Satisfaction level for cost Satisfaction level for cost Satisfaction level for customer care Satisfaction level for customer care satisfaction level for recharge outlets satisfaction level for recharge outlets Satisfaction level for call rates Satisfaction level for call rates Satisfaction level for value added services Satisfaction level for value added services PAGE NO. PAGE NO. 59 59 60 60 61 61 62 62 63 63 64 64 65 65 66 66 67 67 68 68 69 69 70 70 71 71 72 72 73 73 74 74 75 75 76 76 77 77 78 78 2

INTRODUCTION
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel even though its facilities and service would be deemed superior in absolute terms. A study on customer satisfaction regarding reliance communication services: It means a depth study of satisfaction level of customer regarding services provide by reliance communication. So in simple words this is a critical analyses with the help of the number of customers, or percentage of total customers, whose reported experience with reliance communication .

In these days the main objective of business is the customer satisfaction and to meet the customer expectation by providing reliable services and products because customer is the king of todays market.

Customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, 5

they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. As research on consumption experiences grows, evidence suggests that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product. Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold. Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and

Although sales or market share can indicate how well a firm is performing currently, satisfaction is an indicator of how likely it is that the firms customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes. On a five-point scale, individuals who rate their satisfaction level as 5 are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied 6

with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction.

OBJECTIVES OF THE STUDY

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 The following are the objectives of the study.

To study customer satisfaction level on Reliance communication services.

To find out consumer preferences.

To analyze the level of awareness about Reliance communication products.

To study the major reasons of dissatisfaction with Reliance communication service.

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SCOPE OF THE STUDY

The scope of the study is limited to the services offered by Reliance Communications.

Study objective is to examine the various factors which play their part in customer buying behavior.

The major dissatisfaction areas for the customers.

The study considered the urban area of Chennai city.

The sample under consideration consisted of the existing customers of Reliance Communications.

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IMPORTANCE OF THE STUDY

The project I chose was a study on customer awareness and satisfaction for reliance communication products. The title is very much significant considering the present global scenario. The awareness level is the basic requirement for a company to sell its products in the market because if the customers are not aware of the products, there would be no sale . Along with the awareness, the companies have to keep a regular check on the satisfaction level of its customers to retain them. The survey helps to find out the loopholes is the area of service being offered by the company. Identifying those areas would help the company to minimize them and then they can go for increasing customers.

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RESEARCH METHODOLOGY

Research Methodology is an essential aspect of any project or research. It enables the researches look at the problem in a systematic, meaningful and orderly way. Methodology comprises the sources of data, selection of data, various designs and techniques used for analyzing the data.

Research refers to search for knowledge. One can also define research as a scientific and systematic search for pertinent information on a specific topic. It is an art of scientific investigation.

Collection of data
Primary Data Collection:- The primary data are collected through survey method. Survey method is undertaken to find the customer satisfaction and opinion. A survey was conducted among the people of Chennai City by the aid of well structured questionnaire. The population for the study consists of people who are using cell phones in Chennai City. Secondary Data Collection: - Secondary data will consist of different literatures like books which are published, articles, internet, and the companys websites. Sampling Area: 1 5

The sampling area for the study is Chennai, which includes the cell phone, fixed wireless phones and internet users in Chennai City.

Sample Size:
The sampling size includes male and female users from different occupation, age. The sampling size was restricted to 100 because of the time constrains.

Sampling technique:
Here, convenient sampling technique has been adopted for collecting the primary data.

Sampling Unit:
Here the researcher has randomly selected the respondents of the Chennai city.

Statistical tools
I have used some charts (Pie chart, column chart, cylinder chart, cone chart) and hypothesis tests (chi-square one sample T- test etc.)

Data Interpretation
Data interpretation is that in which we analysis the whole collected data & tries to give it in simple words to be understandable.

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LITERATURE REVIEW

Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its Performance Analysis of Companies (April-June 2008) has analyzed the Indian telecom industry in the awake of recent global recession and its overall impact on the Indian economy. With almost 5-6million subscribers are being added every month, and the country is witnessing wild momentum in the telecom industry, the Indian telecom industry is expected to maintain the same growth trajectory. Internet service providers in India, Rao (2000), provide a broad view of the role of an Internet service provider (ISP) in a nascent market of India. Building local content, foreknowledge of new Internet technologies, connecting issues, competitiveness, etc. would help in their sustainability. The role of technology in the emergence of the information society in India, Singh (2005), describes the role that information and communication technologies are playing for Indian society to educate them formally or informally which is ultimately helping India to emerge as an information society. T.H. Chowdary (1999) discusses how Telecom reform, or demonopolization, in India has been bungled. Shaped by legislation dating back to the colonial era and post Second World War socialist policies, by the mid-1980s India realized that its poor 1 9

telecommunications infrastructure and service needed reform. At the heart of the problem lay the monopoly by the governments Department of Telecommunications (DOT) in equipment, networks and services. The National Telecom Policy 1994 spelt out decent objectives for reform but tragically its implementation was entrusted to the DOT. This created an untenable situation in which the DOT became policymaker, licenser, regulator, operator and also arbitrator in disputes between itself and licensed competitors. He discusses the question: Why did India get it so wrong? and What India should do now? Thomas (2007), in his article describes the contribution made by telecommunications in India by the state and civil society to public service, this article aims to identify the states initial reluctance to recognize telecommunications provision as a basic need as against the robust tradition of public service aligned to the postal services and finds hope in the renewal of public service telecommunications via the Right to Information movement. The article follows the methodology of studying the history of telecommunications approach that is conversant with the political economy tradition. It uses archival sources, personal correspondence, and published information as its research material. The findings of the paper suggests that public service in telecommunication is a relatively new concept in the annals of Indian telecommunications and that a deregulated environment along with the Right to Information movement holds significant hope for making public service telecommunications a real alternative. The article provides a reflexive, critical account of public service telecommunications in India and suggests that it can be strengthened by learning gained from the continual renewal of public service ideals and action by the postal services and a people-based demand model linked to the Right to Information Movement. All studies done by the researcher suggests that the right to information movement has contributed to the revitalization of 2 0

participatory democracy in India and to a strengthening of public service telecommunications. Reliance Communications, MTN end talks (july 18, 2008) : NEW DELHI: Reliance Communications and South Africa's MTN on Friday mutually ended tie-up talks after Mukesh Ambani-owned Reliance Industries (RIL) on Thursday started arbitration proceedings against younger brother Anil's RCOM to thwart the latter's merger with Africa's largest telco.

RCOM said that it is unable to presently conclude the deal due to regulatory issues

The No. 2 mobile carrier in the country has been in exclusive talks with MTN since late May to create a top-10 global telecoms group spanning about two dozen countries. But a claim by elder brother Mukesh of first right of refusal on Reliance Communications shares had complicated prospects for a deal.

Reliance communications Ltd offers 3G services: Indias second-largest mobile phone company, the Reliance communications Ltd finally decided to roll out their 3G (thirdgeneration) services and became the first private telecom operator to launch the services. The services will be started first in 4 major cities, Delhi and Chandigarh in the northern cities and western Indias Mumbai and Kolkata in the east. The 3G service will expand to more than 13 telecom zones in March 2011. The smaller rival of Reliance Communications Ltd, Tata Teleservices has launched 3G services in the month of November. Bharti Airtel Ltd, the market leader will offer this service in the end of December and Vodafone Group PLC in January-March quarter. 2 1

The 3G is the 3rd generation of standards for the mobile phone communication services which provides faster access to the internet from the mobile phones. The company will provide 3G plans ranging from Rs. 199 2,499 per month. If you use the Airtel number, you may be able to use 3G services by the end of this month. Vodafone customers will have to wait for a long time period because vodafone will launch their services in the first quarter of next year. The regional head of Reliance Communications wireless business, Mr. Vivek K Garg said, 30 to 40 per cent of the companys subscribers had 3G-enabled phones and many of them would avail themselves of the new services. He also said, CDMA customers (of the company) will not only have to change their handsets and SIM cards, but also, under the present regulations, their mobile numbers, to access 3G services. Reliance communications Ltd won the bandwidth to offer 3G services in 22 telecom service areas of India

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THEORETICAL PROSPECTIVE

Reliance Telecommunication The Indian telecommunications industry is one of the fastest growing in the world and India is projected to become the second largest telecom market globally by 2010. India added 113.26 million new customers in 2008, the largest globally. In fact, in April 2008, India had already overtaken the US as the second largest wireless market. To put this growth into perspective, the countrys cellular base witnessed close to 50 per cent growth in 2008, with an average 9.5 million customers added every month. According to the Telecom Regulatory Authority of India (TRAI), the total number of telephone connections (mobile as well as fixed) had touched 385 million as of December 2008, taking the telecom penetration to over 33 per cent. This means that one out of every three Indians has a telephone connection, and telecom companies expect this pace of growth to continue in 2009 as well. "We are extremely bullish that the growth will continue in 2009. This year, the number of additions will be in excess of 130 million," according to T.V. Ramachandran , Director General, Cellular Operators Association of India (COAI), an industry body that represents all Global System for Mobile communications (GSM) players in India. According to CRISIL Research estimates, eight infrastructure sectors, which include the telecom sector, are expected to draw more than US$ 345.28 billion investment in India by 2012. 2 5

With the rural India growth story unfolding, the telecom sector is likely to see tremendous growth in India's rural and semi-urban areas in the years to come. By 2012, India is likely to have 200 million rural telecom connections at a penetration rate of 25 per cent. And according to a report jointly released by Confederation of Indian Industry (CII) and Ernst & Young, by 2012, rural users will account for over 60 per cent of the total telecom subscriber base. According to Business Monitor International, India is currently adding 8-10 million mobile subscribers every month. It is estimated that by mid 2012, around half the country's population will own a mobile phone. This would translate into 612 million mobile subscribers, accounting for a tele-density of around 51 per cent by 2012. It is projected that the industry will generate revenues worth US$ 43 billion in 2009-10.

Reliance Communications Limited is Indias largest integrated communications service provider in the private sector with over 38 million individual, enterprise, and carrier customers. They operate pan-India across the full spectrum of wireless, wireline, and long distance, voice, data, video and internet communication services. They also have an extensive 2 6

international presence through the provision of long distance voice, data and internet services and submarine cable network infrastructure globally. Reliance Communications Limited is a major operating company and is also the holding company for the other major operating companies in the Group. Reliance Communications provides CDMA-based wireless, wireline, broadband, and long distance services in India and overseas. Its major assets are the CDMA wireless network, transmission networks used in its business, and the contact centres. FLAG Telecom Group Limited (FLAG) is a subsidiary of Reliance Communications. FLAG provides international connectivity services and infrastructure. Its major assets are the FLAG Atlantic, FLAG North Asia Loop, FLAG Europe Asia and FALCON submarine cable systems. Subject to completion of the acquisition, Yipes will be held through FLAG. Reliance Telecom Limited (RTL) is a wholly owned subsidiary of Reliance Communications. RTL provides GSM-based wireless services in 8 service areas, and owns the GSM wireless networks in its service areas.

Reliance Communications Infrastructure Limited (RCIL) is a wholly owned subsidiary of Reliance Communications. RCIL provides wireless multimedia (Reliance Mobile World) and internet access (Reliance Netconnect) services to customers of Reliance Communications. Reliance Telecom Infrastructure Limited (RTIL) owns, operates, and develops telecom infrastructure, primarily consisting of wireless communication sites and towers. It currently owns virtually all of the towers used by Reliance Communications CDMA 2 7

and GSM wireless networks and is developing additional towers to meet the needs of Reliance Communications and other customers. RTIL is currently a subsidiary of Reliance Communications. On July 19, 2007 Reliance Communications announced that it had sold 5% of RTIL to seven international institutional investors for a cash consideration of US$337.5 million. Tech Reliance would now operate as a part of Reliance Communications and would be later seperated off to function as a seperate entity. Reliance Anil Dhirubhai Ambani Group (ADAG) companies spends between $400-500 million on IT services for all related ventures and the step could possibly save costs and also step up the consultancy aspect of his new age business.

PRODUCTS & SERVICES WIRELESS:

8 Reliance Mobile 2

Reliance Mobile is Indias largest mobile service brand with over 30 million subscribers. Reliance Mobile services now cover over 10,300 cities and towns across India. They have achieved many milestones in this short journey. In 2003, AC Nielsen voted Reliance Mobile (formerly Reliance India Mobile) as India s Most Trusted Telecom Brand. In July 2003, it created a world record by adding one million subscribers in a matter of just 10 days through its Monsoon Hungama offer. Nearly 90 per cent of handsets are data-enabled, and can access hundreds of Java applications on Reliance Mobile World. Reliance Mobile has ushered in a mobile revolution by offering advanced multimedia handsets to the common man at very affordable rates.

Reliance Mobile World

The Reliance Mobile World suite of Reliance Mobile is a unique Java-based application. Its uniqueness lies in the fact that it enables complex Internet application to be introduced in mobile phones effectively and quickly. Reliance Mobile World receives over 1.5 billion page views per month from Reliance Mobile users. Reliance Mobile World offers a wide array of applications that include hourly news updates, high quality headline video clips, downloadable multi-lingual ring tones, seasonal updates including festival specials, city and TV specials, exam results, astrology, mobile banking, bill payment, stock information, commodity prices, railway and air ticket booking.

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With over 150 data applications offering varied services unique to any wireless service in India Reliance Mobile World is truly a treasure house of knowledge, information, entertainment and commerce.

Reliance Net connect

Leveraging pan-India high speed CDMA2000 1x wireless network, Reliance Communications offers the countrys foremost wireless Internet connectivity through Reliance Netconnect nationwide. Reliance Netconnect is Indias fastest growing Internet connectivity service which touched a user base of over 350,000 subscribers in less than seven months since its launch. The highlight of the offering is that subscribers can connect to Internet on the move at data speeds of up to 144 kbps from their laptops or any other mobile computing device.

Wireless POS for Credit Card transaction processing

In July 2003, Reliance Communications joined hands with HDFC Bank to deploy Indias first wireless Point of Sale (POS) for processing credit card transactions. It marked an eventful beginning in the history of retail credit cards in India. Wireless POS enables banks to significantly expand the number of retail outlets accepting credit cards. It has also expedited the penetration of credit card services to smaller towns Thereafter, the NAC through its own network directed the credit card details to the data center of the bank. The advantage of Wireless POS is that transactions can be directly 3 0

processed at the banks data centre skipping the PSTN connection and the NAC infrastructure.

Wireless ATMs

The CDMA-based wireless connectivity solutions of Reliance Communications facilitate banks to deploy ATMs expediently, over and above its advantages of rolling out a nationwide network of secure and cost effective-wireless ATMs. Unlike VSAT-based connectivity that banks traditionally depend upon, CDMA solution eliminates the need of rooftop rights and consequential delays.

Mobile Virtual Private Network (VPN)

Reliance Communications Data VPN offering facilitates access to a users desktop while he/she may be on the move. Through reliable CDMA network, the user will be able access all the office applications, be it corporate e-mails, Intranet portals, SAP or similar enterprise-specific application available only within the corporate Intranet, at speeds of up to 144 kbps any time anywhere.

Vehicle Tracking System

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At Reliance Communications, we have mapped the entire country and built a high-end Geographical Information System. It enables to accurately pin-point any location in the country. Reliance Vehicle Tracking System is among the various other applications that leverages this world-class Global Information System. The Vehicle Tracking System facilitates real-time tracking and monitoring of road consignments and vehicles across India anywhere anytime.

BROADBAND

Wired to win

The successful rolling out of real broadband services across the nation marks the second chapter of Reliance Communications commitment to usher in a digital revolution in India. Reliance Communications is setting new standards for the world to follow through inventive use of cutting-edge technologies in the field of fiber optics, Ethernet, microwave radios, switching, routing, digital compression and encoding

The uniqueness of Reliance Communications broadband initiative lies in the fact that our entire nationwide network is being conceptualized and built from ground zeroReliance Communications broadband service is set to revolutionize Indian society by removing the traditional bottlenecks of development including a lack of capital and a weak infrastructure, and help tide over the challenges of distribution in a vast country like India.

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E-education

The mission of Reliance Communications e-learning initiatives is to bring world-class education to the doorstep of every Indian home. Utilising the pan-India optical fibre and retail network, educational institutions can reach out to large sections of students which otherwise would be very difficult to contact. The Indian market possesses tremendous potential yet to be tapped and with Reliance broadband the worlds top-rung educational institutions are set to expand their sphere of influence beyond horizons and thus garner rich dividends Libraries and laboratories around the world can be cross-linked making way for seamless exchange of information and expertise. A student sitting in India can have access to information at Oxford, while a teacher can exchange knowledge with his counterparts across the world.

Digital Workplaces

Reliance Communications real broadband connectivity has changed the dynamics of work. Our video conferencing service acts as a virtual bridge between professionals working at different office locations across the world. It now makes no difference whether your colleague is sitting in your next cubicle or across seven seas away.

E-healthcare 3

Reliance broadband is set to offer timely quality healthcare facilities at very affordable rates to large sections of the Indian population irrespective of their geographical location. The broadband connectivity is committed to usher in a new generation of online healthcare delivery system. Access to advance medical expertise can no longer be constrained by geography. A patient can seek medical advice sitting at the comforts of home. Doctors can attend to patients anywhere in the world on real-time basis. At the click of the mouse, medical records and documents can be digitally dispatched thousands of miles away.

Integrated Enterprise Solution

Reliance Communications Integrated Enterprise Solution offering is currently being rolled out in 30 cities across India. It consists of an integrated voice, data and video solution. The target is to expand its service to cover the entire country eventually.

For Indian enterprises, our convergent voice-data-video solution framework, delivered through fibre-to-the-building (FTTB) architecture introduces true broadband connectivity. As per specific requirements of enterprises we provide customised solutions be it a simple voice solution or complex data solutions that involves nationwide networking of all branches, sales and field executives, vendors, suppliers and customers at data speeds scalable from 64 Kbps to 100 Mbps. Reliance Communications core broadband products include MPLS based VPN, leased lines, Gigabit Internet connectivity, video conferencing and video telephony. 3 4

RURAL COMMUNICATION

Empowering Indian villages

Reliance Communications is committed to bringing about a complete revolution in rural telephony. 80,000 kilometres of terabit optic fibre cable network forms the backbone of our nationwide expansion, facilitating unlimited and uninterrupted voice, data and video applications.

Reliance World, the unique infotainment data application, already enjoys 1.5 billion page views a month. With this roll out, countless more Indians will be able to avail of our services and stay connected. Rural India will have unlimited access to the Internet through the increasingly popular Reliance Netconnect. It will surely put India on the fast track to knowledge-led leadership. It is a recognized fact that each point of increase in tele-density results in a 3 per cent growth in the countrys GDP.

Village Public Telephone

Reliance Communications Village Public Telephone (VPT) is a pioneering effort to introduce telephones in villages that do not have any telephone connections till date. These VPTs with STD facility are being installed in villages for the convenience of the 3 5

villagers. As per license obligation they have installed VPTs covering 59 talukas. We are receiving subsidy support for 3,599 VPTs every quarter from the USOF.

Rural Community Phone (RCP)

After achieving the target of one village public telephone per village, Reliance Communications next plan of action is to provide Rural Community Phones (RCPs) in each of those villages where the population exceeds 2000. These RCPs, with STD facility, are to be installed in public places including shops, schools and primary health centres. We are fully committed to installing about 22,000 RCPs covering 61 districts across 11 states in India by 2006.

Rural Household DELs

Reliance Communications' targets to provide Rural Household DELs in those talukas, which have been declared as rural talukas. Fixed Wireless Phone/Terminal of CDMA technology is being planned for R Household DELs. They are determined to provide Rural Household DELs in 61 districts covering 203 talukas in India. Our target is to roll out 6,100 of them.

High Speed Public Tele-Info Centre (HPTICs)

Reliance Communications is committed to setting up High Speed Tele-Info Centres in block headquarters and villages with a population exceeding 2000. These centres will 3 6

provide high-tech facilities including tele-education as well as tele-medicine. These information kiosks will form the core of the rural broadband connectivity. The target is to cover one lakh villages in three years which approximately would cater to 48 per cent of the total rural population.

RELIANCE WORLD

Reliance World

Reliance World (formerly Reliance WebWorld) is a world-class nationwide chain of retail outlets for products and services of the Reliance Anil Dhirubhai Ambani Group. It is designed to give the customer a delightful experience of the digital world of information, communication, entertainment and utility services. All Reliance World outlets are connected to Reliances countrywide optic fibre network.

INTERNET DATA CENTRE

World-class cyber centers

Reliance is India's largest Internet Data Center (IDC) service provider, hosting business critical applications of Indian and foreign blue chip companies, financial institutions and other important organizations. Reliance Internet Data Centers are truly world-class Level 3 (highest) IDC facilities, with more than 200,000 sq ft of hosting space. The data centers are internationally benchmarked on all parameters i.e. physical and network security, infrastructure, facilities, network connectivity and operations. 3 7

Reliance Internet Data Centers offer a range of standard and advanced managed hosting services. The services range from offering bulk co-location space to fully managed hosting of servers on rent/lease model. Further, a whole range of managed value added services are offered like firewall, intrusion detection, backup, streaming, mailing, system administration, data base administration, load balancing, storage services and disaster recovery / BCP solutions. Internet Data Centers are critical components of Reliance Communications vision to herald a digital revolution in India. The Data centers are connected to Reliance's panIndia, optic fibre-based, high capacity IP network. The data center is further connected to 52 countries including US, UK, Mid-east and Asia-Pac through Flag Telecom ( A Reliance Communications group company) backbone and other undersea cable systems. It also has private peering relationship with the largest Tier 1 Internet Service Providers (ISPs) and public peering at more than 15 Internet Exchange points across the globe, apart from peering relationship with domestic ISPs on STM-1 bandwidth.

GROWTH IN SEGMENTS

According to a Frost & Sullivan industry analyst, by 2012, fixed line revenues are expected to touch US$ 12.2 billion while mobile revenues will reach US$ 39.8 billion in India. Fixed line capex is projected to be US$ 3.2 billion, and mobile capex is likely to touch US$ 9.4 billion. Further, according to a report by Gartner Inc., India is likely to remain the world's second largest wireless market after China in terms of mobile connections. According to recent data released by the COAI, Indian telecom operators added a total of 10.66 million 3 8

wireless subscribers in December 2008. Further, the total wireless subscriber base stood at 346.89 million at the end of December 2008. The overall cellular services revenue in India is projected to grow at a CAGR of 18 per cent from 2008-2012 to exceed US$ 37 billion. Cellular market penetration will rise to 60.7 per cent from 19.8 per cent in 2007. The Indian telecommunications industry is on a growth trajectory with the GSM operators adding a record 9.3 million new subscribers in January 2009, taking the total user base to 267.5 million, according to the data released by COAI. However, this figure does not include the number of subscribers added by Reliance Telecom. In WiMax, India is slated to become the largest WiMAX market in the Asia-Pacific by 2013. A recent study sees India's WiMAX subscriber base hitting 14 million by 2013 and growing annually at nearly 130 per cent. And investments in WiMAX ventures are slated to top US$ 500 million in India, according to a report by US-based research and consulting firm, Strategy Analytics.

VALUE-ADDED SERVICES MARKET

A report by market research firm IMRB stated that the mobile value-added services (MVAS) industry was valued at US$ 1.15 billion in June 2008, and is expected to grow rapidly at 70 per cent to touch US$ 1.96 billion by June 2009. Currently, MVAS in India accounts for 10 per cent of the operator's revenue, which is expected to reach 18 per cent by 2010. According to a study by Stanford University and consulting firm BDA, the Indian MVAS is poised to touch US$ 2.74 billion by 2010.

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Mobile advertising, which is an important VAS segment, offers great potential to become an important revenue source. Marketers are increasingly using MVAS as a step ahead of SMS-based marketing to sell soaps and shampoos, banking, insurance products and also entertainment services, and rural markets are proving to be very receptive for such marketing. Further, Venture Capitalists like Canaan Partners, Draper Fisher Juvertson, Helion, and Nexus India are also innovating with services like mobile payment options, advertising, voice-based SMS and satellite video streaming. According to Venture Intelligence, there were nine deals worth US$ 41 million in 2007 in the mobile VAS space, and till August 2008, seven deals worth US$ 91 million had already been finalized. Presently, mobile VAS has a US$ 700 million market with a 20 per cent y-o-y growth, which is likely to touch US$ 3 billion by 2012. Reliance Communications Partners with Microsoft to Deliver IPTV in India on the Microsoft Mediaroom Platform: Mumbai: Reliance Communications and Microsoft today announced a strategic partnership to deliver a highly connected, personalized TV experience to consumers in India through Reliances IPTV service, which will be powered by the award-winning Microsoft Mediaroom Internet Protocol Television (IPTV) software platform. The announcement was made by Anil D Ambani, Chairman, Reliance Communications, and Steve Ballmer, CEO of Microsoft, at a press event today in Mumbai, India. Reliance Communications shall have the exclusive deployment right for the platform in India. Reliances IPTV service, powered by the Microsoft Mediaroom platform, will allow Reliance to deliver entirely new, connected and personalized television experiences for Indian consumers, with several advanced features, such as video-on-demand (VOD), 4 0

digital video recording (DVR), instant channel changing, and personal media sharing. IPTV subscribers will be able to watch popular standard definition (SD) content as well as high definition (HD) content - for the first time in India - at the click of a button from the comfort of their homes, and enjoy a connected entertainment experience that will soon allow them to watch their favorite shows on their TV or PC. The service will be launched by fiscal end (March 2008). As consumers today are becoming more sophisticated, they are demanding more compelling and personalized entertainment to suit their individual needs and preferences, said Anil D Ambani, Chairman, Reliance Communications. Until now, TV has been a broadcast, one-size-fits-all experience. Backed by powerful Microsoft Mediaroom software, IPTV promises to offer our subscribers more choice, control, and convenience, and at the end of the day, a unique and more satisfying user experience. Were excited to partner with Microsoft to unlock the potential of television and offer Indian subscribers the very best TV and connected entertainment experiences. Reliance is about to change the way consumers experience television, said Steve Ballmer, CEO, Microsoft. TV is the only major digital device that has been left out of the networking revolution, and Microsoft and Reliance are now making the TV a first class citizen in the connected entertainment landscape. By connecting the TV to an intelligent two-way network and adding powerful software, new connected and personalized experiences will become possible here in India. The IPTV service will also target an area of great degree of ambiguity as far as TV content and advertising goes, in India. There is, at present, no clear indication of how much of the content and advertising is really reaching the target audience and what the returns for the spends are. A two-way interactive medium can rectify this. 4 1

In addition to the obvious benefit that will come to the consumers, this offering will also benefit the media industry at large, adds Ravi Venkatesan, Chairman, Microsoft India. Whether it is the content providers, the platform owners or the advertisers, they will get better value for their money. This is critical for the long term growth and sustenance of the television industry. Reliance Communications is well poised to leverage its next-gen optical fiber network to unleash the Connected Digital Home phenomena, said Prakash Bajpai, President of Home and Enterprise Business at RCOM. This revolutionary new IPTV will give viewers complete control on Home entertainment as well as Internet-enabled information and communication services on an always ON basis. About Reliance Communications Reliance Communications Limited founded by the late Shri. Dhirubhai H Ambani (19322002) is the flagship company of the Reliance Anil Dhirubhai Ambani Group. The Reliance Anil Dhirubhai Ambani Group currently has a market capitalization of over Rs. 2,70,000 crore, net worth in excess of Rs. 40,000 crore, cash flows of Rs. 9,000 crore, net profit of Rs. 5,000 crore and zero net debt. Rated among "Asia's Top 5 Most Valuable Telecom Companies", Reliance Communications is India's foremost and truly integrated telecommunications service provider. The company, with a customer base of over 38 million including over 1.3 million individual overseas retail customers, ranks among the Top 10 Asian Telecom companies by number of customers. Reliance Communications' corporate clientele includes 600 Indian and 250 multinational corporations, and over 200 global carriers. Reliance Communications has established a pan-India, next generation, integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable 4 2

of supporting best-of-class services spanning the entire infocomm value chain, covering over 13,000 towns and 500,000 villages. Reliance Communications owns and operates the world's largest next generation IP enabled connectivity infrastructure, comprising over 165,000 kilometers of fibre optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region.

A DREAM COME TRUE

The Late Dhirubhai Ambani dreamt of a digital India an India where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built Indias largest private sector company virtually from scratch, had stated as early as 1999: Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility. It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic backbone. 4 3

This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionizing the way India communicates and networks, truly bringing about a new way of life.

About Sh. Dhirubhai Ambani

Few men in history have made as dramatic a contribution to their countrys economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still have left behind a legacy that is more enduring and timeless. As with all great pioneers, there is more than one unique way of describing the true genius of Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot, the leader of men, the architect of Indias capital markets, the champion of shareholder interest. But the role Dhirubhai cherished most was perhaps that of Indias greatest wealth creator. In one lifetime, he built, starting from the proverbial scratch, Indias largest private sector enterprise.

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When Dhirubhai embarked on his first business venture, he had a seed capital of barely US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this fledgling enterprise into a Rs 60,000 crore colossusan achievement which earned Reliance a place on the global Fortune 500 list, the first ever Indian private company to do so. Dhirubhai is widely regarded as the father of Indias capital markets. In 1977, when Reliance Textile Industries Limited first went public, the Indian stock market was a place patronized by a small club of elite investors which dabbled in a handful of stocks. Undaunted, Dhirubhai managed to convince a large number of first-time retail investors to participate in the unfolding Reliance story and put their hard-earned money in the Reliance Textile IPO, promising them, in exchange for their trust, substantial return on their investments. It was to be the start of one of great stories of mutual respect and reciprocal gain in the Indian markets. Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of the greatest growth stories in corporate history anywhere in the world, and went on to become Indias largest private sector enterprise. Through out this amazing journey, Dhirubhai always kept the interests of the ordinary shareholder uppermost in mind, in the process making millionaires out of many of the initial investors in the Reliance stock, and creating one of the worlds largest shareholder families.

VISION

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We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.

MISSION
Reliance Communications envisions a digital revolution that will bring about a New Way of Life. A Digital Way of Life for a New India. The missions of the Co. is achieved through the following sub missions: With mobile devices, netways and broadband systems linked to powerful digital networks, Reliance Communications will usher fundamental changes in the social and economic landscape of India. Reliance Communications will help men and women connect and communicate with each other. It will enable citizens to reach out to their work place, home and interests, while on the move. It will enable people to work, shop, educate and entertain themselves round the clock, both in the virtual world and in the physical world. It will make available television programmes, movies and news capsules on demand. It will unfurl new simulated virtual worlds with exhilarating experiences behind the screens of computers and televisions. Users of Reliance Communications full range of services would no longer need audiotapes and CDs to listen to music. Videotapes and DVDs would not be necessary to 4 6

see movies. Books and CD ROMs would not be needed to get educated. Newspapers and magazines would not be required to keep abreast of events. Vehicles and wallets will become unnecessary for shopping. Reliance Communications will disseminate information at a low cost. "Make a telephone call cheaper than a post card". These prophetic words of Dhirubhai Ambani will be a metaphor of profound significance for Reliance Communications. Reliance Communications will regularly unfold new applications. Continually adapt new digital technologies. Create new customer experiences. Constantly strive to be ahead of the world. Reliance Communications will transform thousands of villages and hundreds of towns and cities across the country. Above all, Reliance Communications will pave the way to make India a global leader in the knowledge age.

INDIAS LEADING INTEGRATED TELECOM COMPANY

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange, it is Indias leading integrated telecommunication company with over 77 million customers. Our business encompasses a complete range of telecom services covering mobile and fixed line telephony. It includes broadband, national and international long distance services and data services along with an exhaustive range of value-added services and applications. Our constant endeavor is to achieve customer delight by enhancing the productivity of the enterprises and individuals we serve. 4 7

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002, coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was among the initial initiatives of Reliance Communications. It marked the auspicious beginning of Dhirubhais dream of ushering in a digital revolution in India. Today, we can proudly claim that we were instrumental in harnessing the true power of information and communication, by bestowing it in the hands of the common man at affordable rates. We endeavor to further extend our efforts beyond the traditional value chain by developing and deploying complete telecom solutions for the entire spectrum of society.

LOOKING BACK, LOOKING FORWARD

Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Infrastructure Limited). Reliance ADA Groups flagship company, Reliance Communications, is India's largest private sector information and Communications Company, with over 77 million subscribers. It has established a pan-India, high-capacity, integrated (wireless and wireline), convergent (voice, data and video) digital network, to offer services spanning the entire infocomm value chain.

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OTHER MAJOR GROUP COMPANIES

Reliance Capital and Reliance Infrastructure are widely acknowledged as the market leaders in their respective areas of operation.

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CHAIRMAN'S PROFILE
Anil D. Ambani

Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D. Ambani,48, is the chairman of all the listed companies of the Reliance ADA Group, namely Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources limited. He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved in every aspect of the companys management over the next 22 years. He is credited with having pioneered a number of path-breaking financial innovations in the 5 2

Indian capital markets. He spearheaded the countrys first forays into the overseas capital markets with international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company in January 1997. He is a member of: Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory Commission Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements: Conferred the CEO of the Year 2004 in the Platts Global Energy Awards Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004 Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002 Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001 Selected by Asiaweek magazine for its list of Leaders of the Millennium in Business and Finance and was introduced as the only new hero in Business and Finance from India, June 1999. 5 3

CORPORATE GOVERNANCE Organizations, like individuals, depend for their survival, sustenance and growth on the support and goodwill of the communities of which they are an integral part, and must pay back this generosity in every way they can This ethical standpoint, derived from the vision of our founder, lies at the heart of the CSR philosophy of the Reliance ADA Group. While we strongly believe that our primary obligation or duty as corporate entities is to our shareholders we are just as mindful of the fact that this imperative does not exist in isolation; it is part of a much larger compact which we have with our entire body of stakeholders: From employees, customers and vendors to business partners, eco-system, local communities, and society at large. We evaluate and assess each critical business decision or choice from the point of view of diverse stakeholder interest, driven by the need to minimize risk and to pro-actively address long-term social, economic and environmental costs and concerns. For us, being socially responsible is not an occasional act of charity or that one-time token financial contribution to the local school, hospital or environmental NGO. It is an ongoing year-round commitment, which is integrated into the very core of our business objectives and strategy. Because we believe that there is no contradiction between doing well and doing right. Indeed, doing right is a necessary condition for doing well.

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DEPARTMENTAL STRUCTURE

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Q1. Age group of respondents. 5 8

TABLE-1
Age Group 20-25 25-35 35-45 Above 45 Total Number of Respondents 44 32 18 6 100

FIGURE 1: Age group of the respondents

INTERPRETATION:
44% of the respondents are between the age group 20 25. 32% of the respondents are between the age group 25 35. 18% of the respondents are between the age group 35 45. 6% of the respondents are above 45 years of age. 5 9

Q2. Occupation of the respondents.

TABLE-2
Occupation Students Business Govt. Services Pvt. job Total Number of Respondents 34 52 10 4 100

FIGURE 2 : Occupation of the respondents

INTERPRETATION: 34% of the respondents are Students. 52% of the respondents are Businessmen. 10% of the respondents are from Govt. Services. 6 0

4% of the respondents are pvt. Job

Q3. Phone/internet is being used for.

TABLE-3 Usage Business Official Personal Total No. of Respondents 54 10 36 100

FIGURE 3 : Purpose of the use of phone/internet

INTERPRETATION:
1 54% of the respondents are using Phone/internet for business purpose. 10% of the respondents are using Phone/internet for official purpose. 6

36% of the respondents are using Phone/internet for personal purpose.

Q4. How do you come to know about the products?

Table-4
Medium Television Print Sales Executives Friends and existing users Total 52 34 5 9 100 No. of Respondents

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FIGURE 4: Medium through which customers came to know about the products:

INTERPRETATION: 52% of the respondents came to know about the products through television. 34% of the respondents came to know about the products through print. 5% of the respondents came to know about the products through sales executives. 9% of the respondents came to know about the products through friends.

Q5. Which of the following products are you using? 6 3

TABLE-5
Products RIM Post Paid FWP Broadband HSDC Total No. of Respondents 13 41 20 26 100

Figure5 : No. of respondents using the products:

INTERPRETATION:
4 13% of the respondents were using RIM Post Paid. 41% of the respondents were using FWP. 20% of the respondents were using Broadband. 26% of the respondents were using HSDC. 6

Q6. Are you satisfied with the service provided by the company?

TABLE-6
Level Fully Satisfied Partially Satisfied Not Satisfied Total No. of Respondents 38 51 11 100

FIGURE 6 : Satisfaction level of the respondents:

INTERPRETATION:
5 38% of the respondents were fully satisfied with the services. 51% of the respondents were partially satisfied with the services. 11% of the respondents were not satisfied with the services. 6

Q7. What are the major reasons for dissatisfaction?

TABLE-7
Reasons Poor quality of signals/network Poor voice quality Higher cost Slow speed Billing errors Poor customer care service Total No. of Respondents 15 4 27 13 19 22 100

FIGURE 7 : Major reasons for dissatisfaction:

INTERPRETATION:
6 15% of the respondents were dissatisfied by poor signals/network. 4% of the respondents were dissatisfied by poor voice quality. 27% of the respondents were dissatisfied by higher cost of services. 13% of the respondents were dissatisfied by slow speed. 19% of the respondents were dissatisfied by the billing errors. 22% of the respondents were dissatisfied by poor customer care service. 6

Q8. What channel would you prefer to buy a telecom/internet service? TABLE-8 Channel Home delivery Customer care Online Franchisee & utility shops Total No. of respondents 18 57 9 16 100

FIGURE 8: Respondents preference of buying channels:

INTERPRETATION: 7 18% of the respondents would prefer to buy the service through home delivery. 57% of the respondents would prefer to buy the service through customer care. 9% of the respondents would prefer to buy the service online. 16% of the respondents would prefer to buy the service through franchisee shops. 6

Q9. Which of the following services you look before choosing the product?

TABLE-9
Service Price Connectivity Speed Value added service After sales service Total No. of respondents 84 46 51 23 62 100

FIGURE 9: Features considered by the customers:

INTERPRETATION:
8 84% of the respondents consider price before choosing the product. 46% of the respondents consider connectivity before choosing the product. 51% of the respondents consider speed before choosing the product. 23% of the respondents consider value added services before choosing product. 62% of the respondents consider after sales service before choosing the product. 6

Q10. If price and mobility is not a concern, which of the following would a customer buy?

TABLE-10
Product Land line phone Fixed wireless phone Mobile based on GSM technology Mobile based on CDMA technology Total No. of respondents 06 17 77 0 100

FIGURE10: Customers' preferences:

INTERPRETATION:
6% of the respondents would buy land line phone, if price is not a concern. 17% of the respondents would buy fixed wireless phone, if price and mobility is not a concern. 77% of the respondents would buy mobile based on GSM technology, if price and mobility is not a concern. 0% of the respondents would buy mobile based on CDMA technology, if price and mobility is not a concern. 6 9

Q11. Would a customer like to recommend reliance services to others?

TABLE-11
Opinion Yes No Total No. of respondents 63 37 100

FIGURE 11: Opinion on recommending to others

INTERPRETATION:
63% of the respondents would recommend reliance services to others. 37% of the respondents would not recommend reliance services to others.

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Q12. Rate the following services on the basis of your satisfaction. TABLE12.1 NETWORK: Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 11 18 21 32 18 100

FIGURE12-A: Satisfaction level for network

INTERPRETATION:
11% of the respondents rated excellent for the network. 18% of the respondents rated very good for the network. 21% of the respondents rated good for the network. 32% of the respondents rated average for the network. 7 1

18% of the respondents rated poor for the network.

TABLE:12.2 SMS Rates:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 5 27 41 18 9 100

FIGURE12-B: Satisfaction level for SMS rates

INTERPRETATION:
5% of the respondents rated excellent for SMS rates. 27% of the respondents rated very good for SMS rates. 41% of the respondents rated good for SMS rates. 7 2

18% of the respondents rated average for SMS rates. 9% of the respondents rated poor for SMS rates.

TABLE12.3) New schemes and offers:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 6 20 27 34 13 100

FIGURE 12-C: Satisfaction level for new schemes and offers

INTERPRETATION:
3 6% of the respondents rated excellent for new schemes and offers. 20% of the respondents rated very good for new schemes and offers. 7

27% of the respondents rated good for new schemes and offers. 34% of the respondents rated average for new schemes and offers. 13% of the respondents rated poor for new schemes and offers.

TABLE12.4) Internet speed:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 4 7 21 8 6 46

FIGURE 12-D: Satisfaction level for internet speed

INTERPRETATION:
4 9% of the respondents rated excellent for internet speed. 15% of the respondents rated very good for internet speed. 7

46% of the respondents rated good for internet speed. 17% of the respondents rated average for internet speed. 13% of the respondents rated poor for internet speed

TABLE12.5) Cost:
Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 2 14 16 63 5 100

FIGURE12-E: Satisfaction level for cost

INTERPRETATION:
5 2% of the respondents rated excellent for cost. 7

14% of the respondents rated very good for cost. 16% of the respondents rated good for cost. 63% of the respondents rated average for cost. 5% of the respondents rated poor for cost.

TABLE12.6) Customer care:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 0 14 23 31 32 100

FIGURE12-F: Satisfaction level for customer care

INTERPRETATION:
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0% of the respondents rated excellent for customer care. 14% of the respondents rated very good for customer care. 23% of the respondents rated good for customer care. 31% of the respondents rated average for customer care. 32% of the respondents rated poor for customer care.

TABLE12.7) Recharge outlets:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 10 19 51 13 7 100

FIGURE 12-G: satisfaction level for recharge outlets

INTERPRETATION:
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10% of the respondents rated excellent for recharge outlets. 19% of the respondents rated very good for recharge outlets. 51% of the respondents rated good for recharge outlets. 13% of the respondents rated average for recharge outlets. 7% of the respondents rated poor for recharge outlets.

TABLE12.8) Call Rates:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 7 11 59 33 0 100

FIGURE12-H: Satisfaction level for call rates

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INTERPRETATION:
7% of the respondents rated excellent for call rates. 11% of the respondents rated very good for call rates. 59% of the respondents rated good for call rates. 33% of the respondents rated average for call rates. 0% of the respondents rated poor for call rates.

TABLE12.9) Value added services:

Satisfaction Level Excellent Very good Good Average Poor Total No. of respondents 43 39 11 7 0 100

FIGURE 12-I: Satisfaction level for value added services

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INTERPRETATION:
43% of the respondents rated excellent for value added services. 39% of the respondents rated very good for value added services. 11% of the respondents rated good for value added services. 7% of the respondents rated average for value added services. 0% of the respondents rated poor for value added services.

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FINDINGS

44% of the respondents are between the age group 20 25, 32% of the respondents are between the age group 25 35, 18% of the respondents are between the age group 35 45 and 6% of the respondents are above 45 years of age. 34% of the respondents are Students, 52% of the respondents are Businessmen, 10% of the respondents are from Govt. Services and 4% of the respondents are pvt. Job. 54% of the respondents are using Phone/internet for business purpose, 10% of the respondents are using for official purpose and 36% of the respondents are using for personal purpose. 52% of the respondents came to know about the products through television, 34% of the respondents through print, 5% of the respondents through sales executives and 9% of the respondents through friends and existing users.

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 13% of the respondents were using RIM Post Paid, 41% were using FWP, 20% were using Broadband and 26% of the respondents were using HSDC. 38% of the respondents were fully satisfied with the services, 51% of the respondents were partially satisfied with the services and 11% of the respondents were not satisfied with the services. 15% of the respondents were dissatisfied by poor signals/network, 4% of the respondents were dissatisfied by poor voice quality, 27% of the respondents were dissatisfied by higher cost of services, 13% of the respondents were dissatisfied by slow speed, 19% of the respondents were dissatisfied by the billing errors and 22% of the respondents were dissatisfied by poor customer care service. 84% of the respondents consider price before choosing the product, 46% consider connectivity before choosing the product, 51% consider speed before choosing the product, 23% consider value added services before choosing the product and 62% consider after sales service before choosing the product. 6% of the respondents would buy land line phone, if price and mobility is not a concern, 17% fixed wireless phone, 77% mobile based on GSM technology, 0% of the respondents would buy mobile based on CDMA technology, if price and mobility is not a concern. 63% of the respondents would recommend reliance services to others and 37% of the respondents would not recommend reliance services to others. 11% of the respondents rated excellent for the network, 18% very good, 21% good, 32% average and 18% of the respondents rated poor for the network. 5% of the respondents rated excellent for SMS rates, 27% very good, 41% good, 18% average and 9% of the respondents rated poor for SMS rates. 8 3

 6% of the respondents rated excellent for new schemes and offers, 20% of the respondents rated very good, 27% of the respondents rated good, 34% of the respondents rated average,13% of the respondents rated poor for new schemes and offers. 2% of the respondents rated excellent for cost, 14% very good, 16% good.63% average for cost and 5% of the respondents rated poor for cost. 0% of the respondents rated excellent for customer care, 14% of the respondents rated very good, 23% of the respondents rated good, 31% of the respondents rated average and 32% of the respondents rated poor for customer care. 7% of the respondents rated excellent for call rates, 11% of the respondents rated very good, 59% of the respondents rated good, 33% of the respondents rated average and 0% of the respondents rated poor for call rates. 43% of the respondents rated excellent for value added services, 39% of the respondents rated very good, 11% of the respondents rated good, 7% of the respondents rated average and 0% of the respondents rated poor for value added services

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RECOMMENDATIONS:

The company should train their employees properly so that they have sufficient knowledge about the products and the bills should be made more transparent so that the customers could easily understand them. The sales executives are not properly trained as they could not explain the schemes properly so they just try to tell to the customer about their Reliance communication service and not about other services. This is the main reason for the lack in sales of their internet services. A majority of the customers look for the price and after sales services before choosing the products. So the company should plan accordingly to increase their sales. The newly launched GSM based mobile phones should be promoted accordingly. According to the survey results, more than 3/4th of the population prefer to buy a mobile based on GSM technology. Network can be improved by planting more towers in different parts of the city where the company does not have the signals. 8 6

 A proper survey should be conducted and more attractive and useful schemes must be introduced because most of the population dont not like the new schemes and offers introduced by the company. The company should emphasize more on reducing the call rates and introducing attractive value added services which would help them improve their sales.

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CONCLUSION:
The sales executives should play a major part in spreading awareness because only 5% of the people came to know about the products through sales executives. Sales executives may also help the company generating prospects, hence sales for the company. The Reliance communication has seen a major decline in its users because of the tough competition given by the other communication services. Around 2/3rd of the people are dissatisfied and majority of them reasons are poor customer care service, billing errors and higher cost. As seen from the survey results, more than 3/4th of the population prefer to buy a mobile based on GSM technology. Half of the population interviewed rated either average or poor for the network. More than 3/4th of the population does not like the new schemes and offers introduced by the company. The cost of the products is too high for the customer to buy them. Moreover the major problem is that several packs are activated without any prior intimation and 8 8

their price is included in the bills later, which is the major reason for dissatisfaction. Around 2/3rd of the people gave average or poor ratings to the customer care and said that their complaints are either not heard or they are dealt very late.

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Limitations

The study was restricted to only those clients who were related to Reliance Communications products.

The study was confined within specific regions of Chennai city only.

The sample size was limited so the results obtained from the study may not be generalized for the whole population.

The time period of the study was not sufficient to measure the consumers response effectively and reach to a more valid conclusion.

Many of the respondents may not have given the correct information due to personal bias. 9 0

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BIBLIOGRAPHY

http://www.indiaonestop.com/fdi-telecom.htm http://www.trai.gov.in/Default.asp http://www.rcom.co.in/webapp/Communications/rcom/index.jsp http://trak.in/Tags/Business/category/telecommunication/ http://articles.timesofindia.indiatimes.com/2008-07-18/india-business/27945549_1_45day-exclusivity-period-south-africa-s-mtn-rcom-and-mtn http://www.allindianewssite.com/8617/reliance-communications-ltd-offers-3g-services

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ANNEXURE

PERSONAL DETAILS

Name:___________ Age:____________ Gender:___________ Address:___________________________________________ Contact Number:_______________ Occupation: Student b)business c)govt service d)pvt. job

Phone/Internet is used for following purpose: a) Business b) Official c) Personal

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Q1. How did you come to know about the products? 1). Television 2). Print 3). Sales Executives 4). Friends and Existing Users 5). Other (Please Specify)

Q2. Which of the following products are you using? 1). Reliance India Mobile (RIM Post Paid) 2). Fixed Wireless Phone (FWP) 3). Broadband 4). High Speed Data Card (HSDC)

Q3. Are you satisfied with the service provided by the subscriber? 1). Fully Satisfied 2). Partially Satisfied 3). Not Satisfied

Q4. If your response to the above is partially satisfied or not satisfied, then what are the reasons for your dissatisfaction? 1). Poor Quality of Signals/Network 2). Poor Voice Quality 3). Higher Cost 9 5

4). Slow Speed 5). Billing Errors 6). Poor Customer Care Service 7). Any Other (Please Specify)

Q5. What channel would you prefer to buy a telecom/internet service? 1). Home Delivery 2). Customer Care 3). Online 4). Franchisee & Utility Shops

Q6. Which of the following service you look before choosing the product? 1). Price 2). Connectivity 3). Speed 4). Value Added Services 5). After Sales Service 6). Any Other (Please Specify) ..

Q7. If Price and mobility is not a concern, which of the following would you prefer to buy? 1). Land Line Phone 2). Fixed Wireless Phone 3). Mobile based on GSM Technology 9 6

4). Mobile based on CDMA Technology

Q8. Would you like to recommend reliance services to others? 1). Yes 2). No

Q9. Rate the following services on the basis of your satisfaction.

Services Network SMS Rates New Schemes & Offers Internet Speed Cost Customer Care Recharge Outlets Call Rates Value Added Services

Excellent

Very Good

Good

Average

Poor

10). Suggestions (If Any): 9 7

A study on customer satisfaction regarding reliance communication services

9 8