Chapter-2 has dealt with services providing by Vodafone Essar in Jorhat and also

examine the factors affecting the services of Vodafone Essar.

Vodafone Essar Jorhat branch is providing varied of services to their customers. These
services can be explained in below:
a) Voice service: Vodafone Essar Jorhat branch earn huge revenue from the voice
service Vodafone offer their customers ~ wide range of innovative tariffs and
services for use al home, in the office and while travelling. There are various
postpaid and prepaid plans, which help to increase the efficiency of voice service.
b) Messaging services: Messaging service allows customers to sent and received
message using mobile device. Vodafone attractive prepaid message pack offers
help to increase the popularity of messaging s
c) Data services: Mobile is always at heart of what do, but now the company are
moving into integrated mobile and PC communication service. The Vodafone
Essar are doing that in two ways-wirelessly through GPRS and HSDPA;GPRS
and HSDPA service are provided through 2G and 3G service respectively. The
prepaid plans of data services are daily bonus cards and GPRS cams.
d) Value Added Services (VAS): VAS is consisting of mainly Nero components i.e.
non voice value added service and pure voice based value added service. The non
voice value added services of Vodafone are SMS alerts, Vodafone alerts, Missed
call information and Job alerts etc. The pure voice based value added service of
Vodafone are Voice chat service, Caller tunes, Night Radio, Mobile box office,
Live astrology, Vodafone one Music Junction and VAS portal etc
e) Other services: Vodafone and Aircels other services include incoming roaming
and instant messaging etc.
FACTORS AFFECTING ON VODAFONE AND AIRCEL SERVICES
a) Poor network coverage in rural arms: The network coverage of Vodafone is not
satisfactory in rural areas. It is mainly due to the lack of tower in rural areas.
b) Defective message pack system: Vodafone message pack would not be available
on 1st January, Bohag Bihu, Dussehra, Christmas, and 31st December. Those create
a reason for dissatisfaction among users.

c) Lack of stuff: Vodafone Jorhat branch are facing the problem of insufficient of
the employees as per the requirement of their work.
d) Delay in implementation of services: Vodafone Money Transfer or M-Pesa
already available in foreign countries. But these services are still not implemented
in India (including Jorhat).
e) Higher STD rates: Table no. 2.3 shown the rates of STD are high which effect
popularity of voice service.
In order to efficiently running of Vodafone service some of the following
measure: - can be suggested:
Develop and extend the network tower: Vodafone Essar, Jorhat branch should be made
to develop and extend the network tower of Vodafone throughout the Jorhat so that they
can increase the service performance of Vodafone and also satisfying die customer.
Pricing: Depending on the market conditions / competition from cellular or wireless
mobile service providers and also to suit local conditions, there should be flexible pricing
mechanism (either at center or local).
Modifying message pack: Vodafone should try to provide tile message pack offers on
festive day also. It is help to build a good image of Vodafone among the customer.
Recruit new stuff: Vodafone should recruit new stuff; which minimizing the burden and
help to distributing work equally among the stuff.
Quick implementation of service: Vodafone should implemented the service quickly,
which leads to increase the Vodafone service.
Modifying STD rates: The STD rates of Vodafone should be minimizing, so that it can
reach to general public.

Chapter-3 highlights the customer satisfaction of Vodafone Essar. To ascertain the

customer satisfaction of Vodafone we are adopting the following measures:

Firstly, we are examining the standard benchmark of TRAI for customer

perception of service.
Secondly, customers views about service quality of Vodafone. At last, compares
the results of customer responses with TRAI standard benchmark.
Following are some suggestion which help Vodafone Essar can serve customer in an
improved way:
a. Develop billing/ charging performance: The following rules must be followed to
developing billing/charging performance:
i.
ii.
iii.
iv.
v.

They should check the timely receipt of the bill by the customer.
They should check the accuracy and completeness of the bill.
They should conscious about the process of resolution of billing complaints.
They should check the credit and validity correctness.
They should conscious about the accuracy of charges i.e. correctness of the

vi.

amount deducted on every usage.

They should conscious with the ease and transparency of recharge.

b. Develop network performance: Vodafone developing network performance if they

maintaining following rules:
They should try that customer make or receive calls easily.
They should by to avoid call drops problem.
They should improve they voice quality.
They should try to minimize the number of call drops during conversation.
c. Offers to Postpaid customer: Vodafone should provide some specific offers to
postpaid customer, so that the number of postpaid customer to be increased.

After analyzing the findings, I can conclude that overall service quality of
vodafone Essar, Jorhat Branch are satisfactory for the customers. But still vodafone

should work in its all marketing strategies, promotion and brand illume to creating more
popularity and maintaining their brand image among the customer.
Vodafone Essar is the second largest player and shareholder in telecom sector. So,
maintaining this brand image, they should target the rural market which is still untapped;
this is mainly help to expand their network and also bring about equality in distribution of
telecom service in urban and rural areas.

VODAFONE ESSAR IN ASSAM

Vodafone Essar was launched on 9th Sep 2008 in Assam and this day is celebrated as
Vodafone day. The head office of Vodafone is situated at Ambari, Guwahati..At present
Vodafone services launched in l92 cities of Assam. In Assam the cities where Vodafone
service has available are classified as unit wise. The lower Assam cities are classified as
Unit I, middle Assam cities as Unit II and upper Assam cities as Unit III. There are one
hundred twenty four Vodafone network towers in Assam.
VODAFONE ESSAR JORHAT BRANCH
Vodafone was launched on 24 November, 2008 in Jorhat. Shurodhnoni Electronics
(situated at Old Balibat) and Paramount Services (located at Thana Road) are two
distributors Rich provide Vodafone services in Jorhat. The zonal office of Vodafone is
situated in Gar Gajraj Tower) Jorhat. Customer care services is provided by two offices
one is Mnistore (Mobile Mate) Which was launched in Gar all on 26 th February 2009 and
another is Shurodhnoni.

VODAFONE PREPAID PLANS

Amount

Talktime Validity
Description
180
3
0
All Local and STD calls at 80p/min
Days
Local calls @30p/min & STD calls @40p/min for 1
4
0 1 Days
day
40 Local VF to VF night mins from 10pm to 6am next
4
0 1 Days
day
5
0 1 Days
12 mins free local VF to VF
180
All Local mobile calls @1.4p/sec & STD Mobile calls
6
0
Days
@1.5p/sec
7
0 5 Days
Calls to Bangladesh at Rs2.49/min
9
0 1 Days
30 local Vodafone to Vodafone mins
9
0 7 Days
STD calls @40p/min. Dial*444*40# to activate
12
0 3 Days
Local Vodafone to Vodafone calls @ 15p/min
Local calls to VF mobile phones @ 35p/min & Local
15
0 10 Days
calls to other mobile phones @ 45p/min
17
0 6 Days
All local calls @30p/min
160 local Vodafone to Vodafone mins free from 10pm
19
0 28 Days
to 6am
24
0 4 Days
40 Local & STD Minutes
25
0 28 Days Local @ 1.2p/sec & STD calls at 1.5p/sec
27
0 28 Days STD calls @ 40p/min
28
0 4 Days
50 All Local Minutes
29
0 4 Days
80 Local Vodafone minutes
35
0 5 Days
95 local Vodafone to Vodafone mins
All local mobile calls @1p/sec & STD mobile calls
38
0 28 Days
@1.2p/sec
180
41
0
Days
42
0 30 Days
Local Vodafone to Vodafone calls @ 35p/min and All
47
0 28 Days
STD & Local V2O mobile calls @ 45p/min
Hero Recharge, get TT ranging from 50/- (Normal TT)
60
50.4 NA
to Rs. 100/65
0 28 Days All local calls @ 30p/min
73
0 30 Days
79
0 28 Days Local @30p/min & STD @40p/min
85
0 28 Days 1500 Local VF to VF mins from 10pm to 6am next day
91
0 28 Days Local Vodafone to Vodafone calls @ 15p/min
96
0 15 Days 155 local +STD mins

99
108
109
145
160
170
180
190
199
200

0
0
0
0
139.4
148.3
157.2
166.1
0
175

5 Days
14 Days
14 Days
7 Days
NA
NA
NA
NA
28 Days
NA

475 Local Vodafone to Vodafone local Minutes

215 All local mins
195 Local & STD Mins
700 local Vodafone to Vodafone mins
None
None
None
None
2GB Unlimited*
None

8
14
26
45
58
98
102
147
155

Talktime
0
0
0
0
0
0
0
0
0

Validity
1 Days
3 Days
7 Days
7 Days
14 Days
20 Days
28 Days
28 Days
28 Days

Description
3G GPRS browsing upto 30 MB
GPRS Browsing Upto 70 MB
GPRS Browsing Upto 130 MB
3G GPRS browsing upto 150 MB
GPRS Browsing Upto 290 MB
GPRS Browsing Upto 500 MB
3G GPRS browsing upto 300 MB
3G GPRS Browsing Upto 500 MB
GPRS Browsing Upto 1GB

Internet
Packs
Amount

SMS Packs
Amount

Talktime Validity
9
0 15 Days
11
0 7 Days

13

0 28 Days

29

0 30 Days

33

0 28 Days

34

0 90 Days

75

0 28 Days

Description
160 Local & National SMS to VF mobile phones.
120 Local & National SMS.
Super Economy Sms Pack. Vodafone to Vodafone @5p
& V2O @10p local & national SMS.
520 Local & National VF SMS. VF Super Saver Pack,
Available on Paper & USSD Only, dial *444*520#
440 Local & National SMS
Super Economy Sms Pack.V2V @5p & V2O @10p
Local & National SMS.
1000 Local & National SMS

Talktime
Plans
Amount

Talktime

Validity

Description

10
20
22
30
39
40
50
100
105

7.9 NA
15.8 NA
0 60 Days
23.7 NA
39 5 Days
32.6 NA
41.5 NA
86 NA
90.45 1 Days

120
150
230
340

120
150
230
340

NA
NA
NA
NA

351

351 NA

500

500 NA

501

501 NA

750
1000

750 NA
1000 NA

1001

1001 NA

Talktime of Rs 7.90
Talktime of Rs 15.8
FTT on all Talktime recharges at MRP Rs. 10 onwards
& all local & STD Mobile calls @1.5p/sec for 60 days
( Post recharge of BC 22 )
Talktime of Rs 23.7
Promotional Full Talktime and additional 2 local VF to
VF night minutes
Talktime of Rs 32.6
Talktime of Rs 41.5
Talktime of Rs 86
Talktime Rs.90.45 & 1 Local Vodafone to Vodafone
night Min
Full Talktime of Rs 120
Full Talktime of Rs 150
Full Talktime of Rs 230
Full Talktime of Rs 340
Talktime Rs.351 & 2 Local Vodafone to Vodafone
night Min
More than Full Talktime of Rs 500
Talktime Rs.501 & 2 Local Vodafone to Vodafone
night Min
Full Talktime of Rs 750
More than Full Talktime of Rs 1000
Talktime Rs.1001 & 2 Local Vodafone to Vodafone
night Min

Roaming
Packs
Amount

Talktime
56

Validity
180
0
Days

Description
Roaming Incoming Calls @ 30p/min for 1st 30 days &
70p/min for the balance 150 days.

ISD Packs
Amount

Talktime
32
36

Validity

Description
ISD calls to US/Canada at Rs.1.49/min & UAE/Saudi
0 30 Days
Arab at Rs.6.99/min
ISD calls to Bangladesh at Rs.2.20/min, Nepal &
0 30 Days
Bhutan at Rs.5.99/min, S.Arabia at Rs 7.49/min
VODAFONE POSTPAID PLANS

Full Value 199

Bill Plan Charge: Rs. 199
One Time Charge: Rs.500
Free Calls: Rs. 199 Local/STD (Local) & 0 (STD)
Free SMS: Rs.199 Local/STD (Local) & 0 (National)
Plan 125
Bill Plan Charge: Rs. 125
One Time Charge: Rs.500
Free Calls: Rs. 125 Local (Local) & 0 (STD)
Free SMS: Rs.0 (Local) & 0 (National)
Plan 250
Bill Plan Charge: Rs. 250
One Time Charge: Rs.500
Free Calls: Rs. 250 Local (Local) & 0 (STD)
Free SMS: Rs.0 (Local) & 0 (National)
Plan 425
Bill Plan Charge: Rs. 425
One Time Charge: Rs.500
Free Calls: Rs. 850 Local (Local) & 0 (STD)
Free SMS: Rs.0 (Local) & 0 (National)
Plan 99
Bill Plan Charge: Rs. 99
One Time Charge: Rs.500
Free Calls: Rs. 0 (Local) & 0 (STD)
Free SMS: Rs.99 Local/STD (Local) & 0 (National)
Talk 200 Per Sec

Bill Plan Charge: Rs. 200

One Time Charge: Rs.500
Free Calls: Rs. 7500 Local/STD Secs (Local) & 0 (STD)
Free SMS: Rs.0 (Local) & 0 (National)
Talk 300 Per Sec
Bill Plan Charge: Rs. 300
One Time Charge: Rs.500
Free Calls: Rs. 18000 Local/STD secs (Local) & 0 (STD)
Free SMS: Rs.0 (Local) & 0 (National)
Talk 99 Per Sec
Bill Plan Charge: Rs. 99
One Time Charge: Rs.500
Free Calls: Rs. 0 (Local) & 0 (STD)
Free SMS: Rs.99 Local/STD (Local) & 0 (National)

AIRCEL PREPAID PLANS

Top-Ups &
Special
Recharges
Amount
10
68
99

Validity

Description
6.9 Talktime
68 Full Talktime + 5 A-A mins (validity 1 Day)
99 Full Talktime + 99 MB Data + 99 Local & STD SMS. Data & SMS Validity
Days
115 115 Talktime + 150 MB 3G/2G Data for 15 days
21 Rs 109 TT + 109 MB Data +109 A2A mins
150 150 TT + 150 MB Data - Valid for 20 Days
145 Full Talktime + 145 MB Data + 145 Local & STD SMS. Data & SMS Valid
30 Days
30 133 Local Mins + Unlimited Data (500 MB 3G Data + 1 GB 2G Data post
which speed is throttled to 64 Kbps)
94 Rs 94 Talktime + 1 GB Data + 94 Local & STD SMS. Data & SMS Validity
Days
28 Rs 209 TT + 209 MB Data + 209 A2A mins
220 Full Talktime
248 Full Talktime + 248 MB Data + 248 Local & STD SMS. Data & SMS Valid
30 Days
280 Extra Talktime + 20 A-A mins (valid for 2 days)
149 Rs 149 Talktime + 2 GB Data + 279 Local & STD SMS. Data & SMS Valid
30 Days
390 Extra Talktime + 20 A-A mins (valid for 2 days)
349 Rs 349 Talktime + 3 GB Data + 399 Local & STD SMS. Data & SMS Valid
60 Days
500 Extra Talktime + 20 A-A mins (valid for 2 days)
558 Extra Talktime + 20 A-A mins (valid for 2 days)
1000 Full Talktime

SMS Packs
Amount
9
33
66

Validity
7 Days
30 Days
28 Days

Description
90 Local + National SMS
450 Local + National SMS
1000 Local + National SMS

ISD Packs
Amount

Validity

Description

108
109
135
145
158
194
209
220
248
258
279
358
449
458
508
1000

19

14 Days

34

21 Days

Bangladesh @ 2.20/min, US/Canada/UK(fixed)@ Re1/min, Nepal @ 6.99/min,

UAE @8/min, Saudi(F) @6.99/m, Saudi (M) @ 6.99/min, Malaysia@2.2/min,
Singapore @1.2/min, Srilanka@6.99/min, Pakistan@6.99/min, Kuwait @ 6.99/m
First 500 STD A2A Minutes @10p/min Thereafter charges are 40p/min. All Loc
@ 40p/min & US/Canada/UK (Fixed) @ Re1/min

Data Card Plan

Price
Rs

Benefit

Date Type

1 GB + Rs
155 50 TT
500 MB +
79 Rs 30 TT
465 5 GB
2 GB * 3
601 Months
2GB
Upfront and
295 1GB per
Month for
next 2
Months

2G /3G
Data
2G /3G
Data
2G / 3G
Unified
Data
2G / 3G
Unified
Data
2G / 3G
Unified
Data

Validit
y
Days
30
Days
90
Days

Availabl
e

30
Days

Mobile +
Dongle

90
Days

Mobile +
Dongle

90
Days

Dongle

Mobile
Mobile

Limited Packs*
Price
Rs

Validity
Days

Type

5
8
9
18
22
26
37
67
97
98
128
133

1
1
1
3
3
7
4
2
21
21
28
30

Limited
Limited
Limited
Limited
Limited

198

28 Limited

255
1599
2999

28 Limited
30 Limited
30 Limited

Limited
Limited
Limited
Limited
Limited
Limited

Free
Data
NA
30MB
NA
NA
100MB
NA
250MB
1GB
350MB
NA
NA
1 GB
1.25
GB
1.75G
B
20GB
40GB

30MB
50MB
100MB
150MB

650MB
1 GB

*Limited Plans: Post consumption of Free Data benefit, customers will be charged at rates
mentioned above within Validity Period.

Unlimited Packs**
Price
Rs

Validity
Days
148
399
697
997
1397

28
28
28
28
28

Type

High
Speed

Non Stop
Non Stop
Non Stop
Non Stop
Non Stop

NA
2.5 GB
6 GB
10 GB
15 GB

Type

High
Speed

Limited
Non Stop
Non Stop
Non Stop

1.2 GB
2.4 GB
7.2 GB
12 GB

**Unlimited Plans: Speed will throttle to

64kbps post consumption of high speed data
Web Exclusive Data Product**
Price
Rs

Validity
Days
193
393
693
993

28
28
28
28

1.2 GB