Customer's Perception Towards Reliance Communication

CUSTOMERS PERCEPTION TOWARDS RELIANCE COMMUNICATION
CHAPTER -1
INTRODUCTION
ABOUT INDUSTRY
World telecom industry is an uprising industry,proceeding towards a goal of
achieving two third of the worlds telecom connections. Over the past few years
information and communications technology has changed in a dramatic manner
and as a result of that world telecom industry is going to be a booming industry.
Substantial economic growth and mounting population enable the rapid growth
of this industry.
The leading telecom companies like Airtel, Idea, Reliance, Tata Docomo, BSNL,
MTNL, Vodafone are trying to take advantage of this growth. These companies
are working on telecommunication fields like broadband technologies,
EDGE(Enhanced Data rates for Global Evolution) technologies, LAN-WAN
inter networking, optical networking, voice over internet protocol, wireless data
service etc.
Economical aspect of telecommunication industry: World telecom industry is
taking a crucial part of world economy. The total revenue earned from this
industry is 10 percent of the gross world products and is aiming at attaining
more revenues. One statistical report reveals that approximately 35 percent of
the world population has access to the internet.
Present market scenario of world telecom industry: Over the last couple of
years, world telecommunication industry has been consolidating by allowing
private organizations the opportunities to run their businesses with the industry.
The Government monopolies are now being privatized and consequently
competition is developing. Among all the domestic and small business markets
are the hardest.
GLOBAL SCENARIO
Until the 1980s the world telecommunications systems had a simply
administrative structure. The United States telephone service was supplied by a
regulated monopoly, American Telephone and Telegraph (AT&T). Telegraph
services was provided mainly by the Western Union Corporation. In almost all
other countries both services were the monopolies of government agencies
known as PTTs (for Post, Telephone and Telegraph). In the United States
beginning in 1983, AT&T agreed in a court settlement to divest itself of the local
operating companies that provided basic telephonic service. They remained
regulated local monopolies, grouped together into 8 regional companies.
AT&T now offers long distance service in competition with half a dozen major
and many minor competitors while retaining ownership of a subsidiary that
produces telephonic equipment, computers and other electronic devices. During
the same period Great Britains national telephone company was sold to private
investors as was Japans NTT telephone monopoly. For telegraphy and data
transmission, Western Union was joint by other major companies, while many
multinational firms formed their on telecommunication services that link offices
scattered throughout the world. New technology also brought continuing
changes in the providers of telecommunication.
Private companies such as Comsat in the United States were organized to
provide satellite communication links with in the country.
Around the world we are witnessing remarkable changes to the telecom
environment. After years of debate, structural separation is now taken place in
many parts of the world including Hong Kong, New Zealand, Singapore and
some European markets. Structural separation or at leastfull-blown operational
separation is required to advance the entire industry and to create new business
opportunities and innovations which will benefit our society, our economy and
ultimately our industry.
The focus is also shifting away from broadband to what it can actually achieve.
Next Generation Telecommunications better describes this new environment and
is essential for the emerging digital economy. Important services that depend on
NGT include tele health, e-education, e-business, digital media, e-government
and environmental applications such as smart utility meters.
In order to meet this burgeoning consumer demand for NGT applications, we are
seeing increasing investment in All-IP Next Generation Networks and fiber
networks. A proper inventory of national infrastructure assets is required if we
want to establish an efficient and economically viable national broadband
structure for these services. In the developing markets, Next Generations
Telecom will take the form of wireless NGNs (i.e, LTE/WiMAX).
These are some of the elements of the broader ICT revolution that is unfolding
before our very eyes. We are right in the midst of the transition from old
communication structures (mainly one-way streets) to new structures that
arefully-interactive and video-based. One of the drivers behind the industry
changes are the declining revenues experienced by the telcos in their traditional
markets. Over the past 10 years or so, fixed-line operators have been affected by
deregulation, a severe industry downturn, declining prices and major inroads by
mobile services. In addition, people are drifting to other forms of
communication, such as email, online chat, and mobile text messaging instead of
the traditional phone.
This has also led to an increased need for bandwidth, which in turn has revived
the submarine cable sector. In recent times there have been many cable build-out
announcements around the world, and some major systems are again being
constructed.
Over 25 systems are expected to be built over the next two to three yearsand
network upgrades are also on the agenda for some existing systems. It is clear
that the mobile industry is also undergoing profound changes. The saturated
developed markets are forcing the industry to find new revenue stream and we
are now seeing other organizations such as media companies, content providers,
Internet media companies and private equity companies becoming involved in
this market.
For the time being however, voice will remain the killer application for mobile
with some data services included as support services and niche market
services.
4G (i.e, WiMAX/LTE) is the real solution for mobile data and by
2015 it is expected that the majority of mobile revenues will come from data.
With the Internet economy, digital media and other telecommunication activities
becoming further established, the need for modern and efficient infrastructure is
becoming more critical.
INDIAN OVERVIEW
Today the Indian telecommunication network with over 375 Million subscribers
is second largest network in the world after China. India is also the fastest
growing telecom market in the world with an addition of 9- 10 million monthly
subscribers. The teledensity of the Country has increased from 33% in 2008 to
56% in December 2010, showing a stupendous annual growth of about 50%,
one of the highest in any sector of the Indian Economy.
The Department of Telecommunication has been able to provide state of the art
world-class infrastructure at globally competitive tariffs and reduce the digital
divide by extending connectivity to the unconnected areas. India has emerged as
a major base for telecom industry worldwide.
Thus Indian telecom sector has come a long way in achieving its dream of
providing affordable and effective communication facilities to Indian citizens,
As a result common man today has access to this most needed facility. The
reform measures coupled with the proactive policies of the Department of
Telecommunications have resulted in an unprecedented growth of the telecom
sector.
LITERATURE REVIEWED:
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 Indian, Rao (2000), provide a broad

view of the role of an Internet Service Provider (ISP) in a nascent
market of Indian. 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
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 provisions 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 suggest 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 suggest 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 suggest that the right to information
movement has contributed to the revitalization of participatory democracy in
India and to a strengthening of public service telecommunications.
ABOUT SUBJECT
Meaning of market
Market is the root word in the term marketing. The word market is derived
from the Latin word Marcatus. It means merchandise, trade or a place where
business is conducted. In ordinary language, the term market means a place
where goods are bought and sold. But market need not necessarily mean any
particular place. Todays it means any body of persons who are in intimate
business
relations
and
carry
on
extensive
transactions
in
any
commodity(Jevons).
A market is a group of potential customer for a particular product who are
willing and able to spend money or exchange other resources to satisfy their
wants. Market is the battlefield where the marketing battle takes place. In the
market there are customers who are willing and able to spend money to satisfy
their needs. There are competitors as well as restrictions at every turn like rocks
in a stormy sea.
The term market can be mathematically defined as follows: Market = People +
Purchasing power + Persuasion. Thus market consists of people with wants,
purchasing power and the willingness to utilize the purchasing power.
Meaning and Definition of Marketing

Many people think marketing means the same as personal selling. Others think
marketing is the same as personal selling and advertising. Still others believe
marketing has something to do with making products available in stores,

arranging displays and maintaining stocks of products for future sales. Actually,
marketing includes all these activities and more.
There are numerous definitions of marketing. Different authors have defined the
term marketing in different ways. Some experts define marketing in simple
terms. Barrett simply sees marketing as primarily concerned with the
management of choice. In other words Marketing is the business of moving
goods/services from the producer to the consumer. Some people define
marketing as management of exchange relationships.
Definition
In the words of Philip Kotler, Marketing is the human activity directed at
satisfying needs and wants through an exchange process .
According to American Marketing Association Marketing is the performance of
Business activities that direct the flow of goods and services from producer to
consumer or user.
According to DYLE Marketing comprises both buying and selling activities.
Nature of Marketing
The above definitions bring into light the following characteristics of marketing
which indicate its nature:
1.
2.
3.
4.
5.
6.
7.
8.
Marketing is a goal oriented process.

Marketing deals with products, distribution, promotion and pricing.
Marketing focuses on goods, services and ideas.
Marketing intends to satisfy and delight the customer.
Marketing focuses on delivering value to the customers.
Marketing is surrounded by needs.
Marketing is business and business is marketing.
Marketing is process of exchange.
9. Business as well as non-profit organizations like colleges and universities,

charitable organizations, hospital etc. performs marketing activities. Thus
marketing is a universal function.
Approaches to Marketing
The study of marketing differs in its approach depending upon the person and
the way he or she approaches it. The developments of marketing concepts are
directly influenced by such approaches. The traditional approaches for the study
of marketing are product, functional, institutional and social.
1. Product approach:
Under this approach, we study marketing problems of each commodity or
product separately. It deals with sources of supply, middlemen, demand potential
etc. of a specific product or commodity.
2. Functional approach:
This approach analyses different functions of marketing. These functions are
selling, buying, transport, warehousing, risk-bearing, market information etc.
3. Institutional approach:
The process of moving goods from producers to consumers involves the services
of many persons, and institutions like manufacturers, carriers, warehouses,
brokers, retailers, banks, insurance companies and so on. The institutional
approach stresses the importance if institutions and individuals who perform the
marketing functions.
4. Managerial approach:
This approach is of recent origin. In fact, this is a combination of the above said
approaches. This approach focuses on the managerial aspects of marketing. It is
based on the fact that marketing is purely a managerial function.
Importance of Marketing
The presence of marketing is everywhere. Marketing is a very much part of our
normal lives, wherever we live. Marketing is inevitable for the company,
government, society and the economy as a whole. It ensures growth of the
economy.
Marketing acts as a bridge between an organization and the outside world, its
markets and customers. It has built a bridge between the farms and factories
which has benefited both agriculture and industry and also society as a whole.
Without marketing the president cannot plan, the production manager cannot
manage, the purchasing agent cannot purchase, the chief financial officer cannot
budget and the engineer and designer cannot design. A writer has aptly remarked
that Nothing happens in our economy until somebody sells something.
Marketing is said to be the eyes and ears of a business organization. This is so
because marketing keeps the business in close contact with its economic,
political, social and technological environment and it informs the events that can
influence its activities as per the requirements of the market.
FACTORS INFLUENCING CONSUMER BEHAVIOUR
Factors influencing consumer behaviour are reflected in motivation, perception,
learning, attitudes and personality of buyers. These are also known as the
psychological determinants of consumer behaviour.
A) Motivation
Motivation is a complex network of psychological and physiological

mechanisms. Motives can be instinctive or learned. It can be product or
patronage, primary or selective, or it can be conscious or unconscious, rational
or irrational. They can range from most biogenic needs, such as hunger, sex,
food or drink and bodily comforts which arises from physiological states of
tension to the most advanced psychogenic need.
B) Perception:
Perception is the sensing of stimuli external to the individual organization-that
or process of comprehending the world in which the individual exists. It is the
complex process by which people select, organize and interpret sensory
stimulation into a meaningful and coherent picture of the world. Perception
determines what is seen, felt, heard, smelt or tasted by the consumers when
numerous stimuli are directed to them. Since perception leads to thoughts and
thoughts leads to action, marketing is concerned with understanding the process
of perception.
C) Learning:
Learning may be defined as the process by which individuals acquire the
purchase and consumption knowledge and experience, they apply to future
related behaviour. Marketers have applied the learning process to study the
effectiveness of adverting and use this to teach the consumers about their
products and also to develop brand loyalty.
D ) Attitudies
Attitudes are an overall evaluation that allow one to respond in a consistently
favorable or unfavorable manner with respect to a given object or alternative.
There are three components of attitude namely the cognitive component,
affective component and co-native component. These three components can be

defined in terms of brand beliefs, brand evaluation and intension to buy.
SERVICE MARKETING
According to Philip Kotler, A service is any act or performance that one party
can offer to another that is essentially intangible and does not result in the
ownership of anything. Its production may not be tied to a physical product.
According to Lehtinen, A service is an activity or series of activities which take
place in interactions with a contract person or a physical machine and which
provides consumer satisfaction.
Features of services
Services are a series of activities

Services are intangible
Services have a customer orientation
Services are variable
Services are perishable
Services are inseparable
Characteristics of Services
1. Intangibility
2. Inseparability
3. Variability
1.Services cannot be seen like the physical product before they are purchased.
This can cause lack of confidence and uncertainty on part of the customers.
Important implications of Intangibility of services
There are no inventories of the services
Precise standardization of services is not possible
Production and consumption are inseparable
1. Inseparable
In contrast to physical goods which are sold away from the place of
manufacturing after sometime gap, services typically cannot be separated from
the creator or seller of the service.
2. Variability
Services are highly variable. While it is possible to offer consistency and
uniformity of products, a service is always unique.
For e.g. A teacher cannot reproduce the same lecture, a cook cannot make
exactly the same flavor in a dish.
CHAPTER 2
RESEARCH DESIGN
TITLE OF THE STUDY

A STUDY ON CUSTOMERS PERCEPTION TOWARDS RELIANCE
COMMUNICATION, BANGALORE
STATEMENT OF THE PROBLEM
The study deals with consumer perception of Reliance subscribers. The myriad
factor that have a fearing or influence customer purchase decision are of
paramount importance to the service providers and dealers. In order to retain its
subscribers it is necessary for the organization to study behavior of the existing
and the new subscribers and meet their expectations and preferences.
In this scenario, it is necessary to evaluate the different factors that influence the
subscriber. Statement of the problem has been summarized as customer behavior
as cellular providers and a market survey on reliance Subscribers.
OBJECTIVES OF THE STUDY

To study the satisfaction level of the Reliance customers.
To understand the current market situation in terms of customer
preferences, customer attitude, available alternative, price sensitivity,
buying decisions, product attributes etc.
To know about the services provided by the company having more
customer preferences.
SCOPE OF THE STUDY

A study of this kind helps to put theoretical aspects into the project and aims to
give information to Reliance. Nature of study methods used, findings of the
investigations, conclusion and recommendations inferred from the findings also
aims to enable Reliance to implement the recommendations made at the end of
the study.
The research is purely based on the survey conducted in Calicut city and has
been focused on Reliance Subscribes. The number of respondents interfere is
100. The study covers information about customer brand preference, service
attributes etc. The project will be useful to management, students and other who
may want to broaden their horizon. Overall scope of the study would be to
enhance the services to the subscribers in the city.
METHODOLOGY
Research simply means a search for facts answer to question and solutions to
problems. It is a purposive investigation. It is an organized inquiry. It seeks to
find explanations to unexplained phenomenon, to clarify the doubtful
propositions and to correct the misconceived facts.
Need for the study

It is very essential to study the problems in the communication field. Risk and
competition is a part of modern business particularly in the field of
communication. Theoretical knowledge is not enough in todays competitive
world. So as to fulfill the needs of the situation a survey is necessary to be
conducted for understanding the stand, popularity of the company in view of the
customer as well as the market. Keeping this in mind the research has been
taken this subject for the study to find out the unique services that influence the
customers from this research the company can make out the strength, weakness
and opportunities and threats of the company in existing competitive market.
So some issues that are needed to be studied are
Perception of customer of various brands.

Buying motives of subscribers.
Satisfaction level of the subscribers.
Awareness about different brands.
Major forces that influence purchase decision.
DESIGN OF THE STUDY

The marketing research problem calls for the descriptive types of research.
Descriptive studies are undertaken in many circumstances.
When the researcher is interested in knowing the characteristics of certain group
such as age, sex, education level etc or in cases where the researcher is
interested in knowing the proportion of people in a given population who have
behaved in a particular manner.
Descriptive research is used for the following data.

Consumer profile study
Consumer Behaviour study
SOURCES OF DATA
Data, facts, figures, other relevant material of past and present and surveying
are the basis for study and analysis. Without an analysis of factual data no
specific inferences can be drawn on the questions under study. Inferences based
on imagination or guesses cannot provide correct answer to research questions.
The relevance adequacy and reliability of data determine the quality of the
findings of a study. For the purpose of the present study, data from two sources
has been collected namely primary and secondary data.
Primary Data
Primary data is a source from which the researcher collects the data. It is a first
hand data, which is used directly for the analysis purposes. Primary data always
gives the researcher a fairer picture. In the present study primary data has been
collected using questionnaires. For the purpose of collecting the same, 100
respondents have been randomly selected.
Even the response of the respondents was taken into consideration. In this study,
primary data plays a vital role for analysis, interpretation, conclusion and
suggestions.
Secondary Data
Secondary data is the data which is collected and compiled for other purposes.
Secondary data also plays a key factor in providing various other information
which will influence the analysis. Few of the main sources of secondary data
include, business journals, magazines, internet and company reports etc.
SAMPLE DESIGN
A part of the population is known as sample. The process of drawing a sample
from a large population is called sampling. The type of sample design used is
simple random sampling. Simple random sampling gives every unit of the
population a known and
non-zero probability of being selected. Since random
sampling implies equal probability to every unit in the population, it is necessary

that the selection of the sample must be free from human judgment. The sample
design is formulated at Bangalore city only.
SAMPLE SIZE
The sample size for the survey is 100 respondents of which
65 are Existing Reliance Subscribers and
35 are New Reliance Subscribers.
TOOLS AND TECHNIQUES OF DATA COLLECTION
The following sampling techniques have been implemented:
Personal interviews
Approaching people personally and interviewing directly.
It is a face to face conversation between two or more persons
Questionnaires
Designing the questions in such a way that it covers various opinions, views
about Reliance subscribers at the present market conditions. The
questionnaire consisted of various types of questions say Open-ended
questionnaire, Close ended questions, Multiple-choice questions.
RESEARCH METHODOLOGY
For the purpose of the study the following assumptions have been made.
It has been assumed that the information given by the respondents are
authentic
and genuine.
The sources of the data are the basis, from which the actual required
information
can be extracted.
The sampling procedure adopted will help in choosing an appropriate
sample that truly represent that actual population
It has also been assumed that interview-questionnaire is more suitable
for collecting data for the present day.
Limitations of the study
The limitations of the study are as follows:
Sample size of the subscribers is limited.

Many subscribers do not have the exact picture of their opinion.
The time period for conducting the survey is inadequate as the sample
size covers only Bangalore city.
One subscriber may have more than one connection.
The opinion of the subscriber depends on the geographical location of the
subscriber this may include network provider.
CHAPTER -3
COMPANY PROFILE
COMPANY PROFILE
The Indian telecommunication company is one of the fastest growing in the

world and India is projected to become the second largest telecom market
globally by 2011. India added 113.26 million new customers in 2009, the largest
globally. In fact in April 2009, 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 2009, with an average of
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 2009, 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 2010 as well. We are extremely bullish that the growth will
continue in 2010.
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 systems 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. With the rural India growth story unfolding, the telecom sector
is likely to see tremendous growth in Indias 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. 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 countrys 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 2011-2012.
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 worlds 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 wireless
subscribers in December 2011. Further, the total wireless subscriber base stood
at 346.89 million at the end of 2011. 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 in record 9.3 million new subscribers in January 2011, 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
WiMaxmarket in the Asia-Pacific by 2013. A recent study sees Indias
WiMaxsubscribers base hitting 14 million by 2013 and growing annually at
nearly 130 per cent. Investments in WiMax ventures are slated to top US$ 500
million in India, according to a report by US-based Research and consulting
firm, Strategic Analytics.
VALUE-ADDED SERVICES MARKET
A report by market research firm IMRB stated that the mobile value-added
services(MVAS) industry was valued atUS$1.15 billion in June 2010, and is
expected to grow rapidly at 70 per cent to touch US$1.96 billion by June 2011.
Currently, MVAS in India accounts for 10 per cent of the operators revenue,
which is expected to reach 18 per cent by 2012. According to a study by
Stanford University and consulting firm BDA, the Indian MVAS is poised to
touch US$2.74 billion by 2012. Mobile advertising, which is an important VAS
segment, offers a 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 ,insuranceproducts and also
entertainment services, and rural markets are proving to be very receptive for
such marketing . Further , Venture Capitalists like Canaan Partners, Drapers
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.
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 (formely
Reliance Infocom) started laying 60,000 route kilometresof pan-India optic
backbone.
This backbone was commissioned on 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 infocom
(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 ommunicates

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. Fewerstil 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 stratergist, 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 scratch. Indias
largest private sector enterprise. 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 fledging enterprise into aRs
60,000 core colossus-an 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
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 business 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 Indias
knowledge workers to deliver their services globally.
INDIAS LEADING INTEGRATED TELECOM COMPANY
Reliance
Communications
is
the
flagship
DhirubhaiAmbaniGroup(ADAG) of companies.
company
of
the
Anil
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 endeavour is to
achieve customer delight by enhancing the productivity of the enterprises and
individuals we serve.
Reliance Mobile (formerly Reliance India Mobile), launched on December

2002, coinciding with the joyous occasion of the late DhirubhaiAmbanis
70thbirthday, 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 an affordable rates.
We endeavour 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 DhirubhaiAmbani Group, an offshoot of the Reliance Group
founded by ShriDhirubhai H Ambani (1932-2002), ranks among Indias top
three private sectors business houses in terms of net worth. The group has
business
interests
that
range
from
telecommunications
(Reliance
Communications Limited) to financial services (Reliance Capital Limited) and
the generation and distribution of power (Reliance Infrastructure Limited).

Reliance-ADA Groups flagship company, Reliance Communications, is Indias
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.
Other major group companies like Relaince Capital and RelainceInfrastucture
are widely acknowledged as the market leaders in their respective areas of
operation.
CHAIRMANS PROFILE
Anil DhirubhaiAmbani is regarded as one of the foremost corporate leaders of

contemporary India, Shri Anil Dhirubhai Ambani,48, is the chairman of all the
listed
Companies of the Reliance ADA Group, namely Reliance Communications,
Reliance Capital Limited, Reliance Energy and Reliance Natural Resources
Limited.
He is also the Chairman of the Board of Governors of DhirubhaiAmbani
Institute of Information and Communication Technology, Ghandi 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 DhirubhaiAmbani 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 pathbreaking financial innovations in the Indian capital markets. He spearheaded the
countrys first forays into the overseas capital markets with international public
offering 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
RajyaSabha, 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 Asia week 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.
CORPORATE GOVERNANCE
Organisations, 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 the 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 taken 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.
ORGANISATIONAL CHART
CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
TABLE 1
TABLE SHOWING THE AGE GROUP OF RESPONDENTS
No of
respondent
s
Percenta
ge
20-30 years
20
20
30-40 years
39
39
40-50 years
More than
50 years
25
25
10
10
Total
100
100
Age group
Less than
20 years
Analysis:
39%of the respondents are the age group of 30-40 years.

25% of the respondents are the age group of 40-50 years
6% belong to the age group of less than 20 years
20% of the respondents are the age group of 20-30 years
10%of the respondents are the age group of more than 50 years
GRAPH 1
GRAPH SHOWING AGE GROUP OF RESPONDENTS

40
35
30
25
20
15
10
5
0
Interpretation:
Majority of the subscribers are of the age group 30-40. This is

mainly due to tariff plans which are competitive and cost effective
which are most suitable for working people. They are looking for
attractive tariff plans for their usage.
TABLE 2
TABLE SHOWING GENDER OF THE RESPONDENTS
Gen
der
Mal
e
Fem
ale
Tota
l
ANALYSIS
No of
respondents
Percent
age
65
65
35
35
100
100
The above table shows that 65% of the respondents are males and
35% of the respondents are female.
GRAPH 2
GRAPH SHOWING BASED ON GENDER
Graph Based on Gender

Male
Female
35%
65%
INTERPRETATION:
Majority of Men are using this services
TABLE 3
TABLE SHOWING THE PHONE/INTERNET USERS BY
THE RESPONDENTS
Phone/Inter
Resp
Per
net
onde
nts
Business
22
Official
17
Personal
61
Total
100
cent
age
22
%
17
%
61
%
100
%
ANALYSIS:
22% of the respondents use for business purpose
17% of the respondents use for official purpose
61% of the respondents use for personal purpose
GRAPH 3
GRAPH SHOWING BASED ON USE OF
PHONE/INTERNET RESPONDENTS
Respondents
22%
61%
Business
Official
Personal
17%
INTERPRETATION:
Most of the respondents use mobile/internet for personal purpose as
showing in the graph
TABLE 4
TABLE SHOWING THE RELIANCE PRODUCTS AWARE
OFF BY THE RESPONDENTS
Responde
nts
Percent
age
RIM (Post
paid)
35
35
GSM
20
20
3G
Fixed
Wireless
Phone
10
10
20
20
Broadband
High Speed
Data Card
10
10
Total
100
100
Products
ANALYSIS:
35% of the respondents are aware of RIM (post paid)

20% of the respondents are aware of GSM
10% of the respondents are aware of 3G
05% of the respondents are aware of the HSDC
GRAPH 4
GRAPH SHOWING BASED ON PRODUCTS AWARE BY
RESPONDENTS
Respondents
35
30
25
20
15
10
5
0
RIM (Postpaid)
3G
Broadband
INTERPRETATION:
From the above graph it is shown that most of the respondents are
aware of RIM (post paid) phone than the other services provided by
the subscriber
TABLE 5
TABLE SHOWING THE SOURCE OF INFORMATION
Resp
onde
nts
Perc
enta
ge
Television
Sales
Executive
52
52
Print
Friends
and
existing
Users
20
20
26
26
Total
100
100
Source
ANALYSIS:
52% of the respondents use TV as their source

2% of the respondents use sales executive as the source
20% of the respondents use print as their source
26% of the respondents use friends and existing users as the source
GRAPH 5
GRAPH SHOWING BASED ON SOURCE OF
INFORMATION
Respondents
Television
Sales
Executive
Print
Friends and
existing Users
INTERPRETATION:
Most of the respondents use television as their source of
information for purchasing Reliance products. Television plays a
vital role in buying behaviour of the respondents.
TABLE 6
TABLE SHOWING THE PRODUCTS USING BY THE

RESPONDENTS
Pro
duc
ts
RI
M
(Po
st
Pai
d)
GS
M
3G
Fix
ed
Wir
eles
s
Pho
ne
Bro
ad
Ba
nd
Hig
h
spe
ed
dat
a
car
d
Tot
al
ANALYSIS:
Res
pon
dent
s
Pe
rce
nta
ge
40
40
20
4
20
4
16
16
15
15
5
10
0
100
40% are using RIM (post paid)

20% are using GSM
4% are using 3G
16% are using FWP
15% are using broadband
5% are using HSDC
GRAPH 6
GRAPH SHOWING BASED ON PRODUCTS USING BY
THE RESPONDENTS
High speed Data Card

Broadband
Fixed wireless phone
3G
GSM
RIM(Post paid)
0 5 10 15 20 25 30 35 40 45
NO OF RESPONDENTS
INTERPRETATION:
Most of the respondents are using RIM (post paid) service than the
other services provided by the subscriber
TABLE 7
TABLE SHOWING THE SATISFACTORY LEVEL OF
RESPONDENTS
Sat
isf
act
or
y
Le
vel
Fu
lly
Sat
ifi
ed
Pa
rti
all
y
Sat
isfi
ed
No
t
Sat
isfi
Re
sp
on
de
nt
Pe
rc
en
ta
ge
25
25
45
30
45
30
ed
To
tal
10
0
10
0
ANALYSIS:
25% of the respondents are fully satisfied
45% of the respondents are partially satisfied
30%of the respondents are not satisfied
GRAPH 7
GRAPH SHOWING BASED ON SATISFACTORY LEVEL
OF RESPONDENTS
50
40
30
20
10
0
Respondent
Axis Title
INTERPRETATION:
Most of the respondents are partially satisfied and some of the
respondents are not satisfied with the services provided by the
subscriber.
Table 8
TABLE SHOWING THE PARTIALLY SATISFIED OR NOT
SATISFIED
Particula
rs
Poor
Quality
of
Network
Poor
Voice
Quality
Slow
Speed
Billing
Errors
Poor
Customer
Care
Services
Total
Resp
onde
nts
Per
cent
age
10
10
18
18
32
32
17
17
23
100
23
100
ANALYSIS:
10% of the respondents say poor quality of network

18% of them say poor voice quality
32% of the respondents say slow speed
17% say billing errors
23% say poor customer care service
GRAPH 8
GRAPH SHOWING BASED ON PARTIAL SATISFACTION
OR NOT SATISFIED
Respondents
35
30
25
20
15
10
5
0
Respondents
INTERPRETATION:
Most of the respondents say that the service provided by the
subscriber is very slow in opening R world.
TABLE 9
TABLE SHOWING SALES EXECUTIVE APPROACH
Prod
ucts
RIM
(Post
Paid)
GSM
3G
Fixed
Wirel
ess
Phon
e
Broa
d
Band
High
speed
data
card
Total
Res
pon
dent
s
Per
cen
tag
e
25
25
25
25
10
10
20
20
15
15
100
100
ANALYSIS:
5% of the respondents say Rim (post paid)

25% of the respondents say GSM
25% of the respondents say 3G
10% of them say FWP
20% of them say broadband

15% of them say HSDC
GRAPH 9
GRAPH SHOWING BASED ON SALES EXECUTIVE
APPROACH
RIM (Post Paid)

GSM
3G
Fixed Wireless
Phone
Broad Band
High speed
data card
INTERPRETATION:
Most of the respondents say that the sales executive speaks mostly
about the GSM offers and services and about 3G as it is a craze and
the new technology these are the services which sales executive
speaks about.
TABLE 10
TABLE SHOWING THE PREFERENCE OF BUYING
TELECOMMUNICATION OR INTERNET SERVICE
CHANN
ELS
Home
delivery
Custome
r care
Online
Franchis
e and
utility
shop
Total
NO. OF
RESPONDE
NTS
45
PERCENTA
GE
25
25%
20
30%
10
10%
100
100%
ANALYSIS:
45% of the customers prefer home delivery
25% say customer care
45%
20% prefer online

10% prefer franchise and utility shops
GRAPH 10
GRAPH SHOWING BASED ON PREFERENCE OF BUYING
TELECOMMUNICATION OR INTERNET SERVICE
45
40
35
30
25
20
15
10
5
0
INTERPRETATION:
Most of the respondents prefer to buy home delivery services if the
subscriber provides it.
TABLE 11
TABLE SHOWING WHICH OF THE FOLLOWING
SERVICES YOU CHOOSE BEFORE SELECTING A
PRODUCT
SERVIC
ES
Price
Connecti
vity
Speed
Value
added
services
After
sales
services
Other
TOTAL
NO. OF
RESPONDE
NTS
21
20
PERCENTA
GE
18
12
18%
12%
26
26%
3
100
3%
100%
ANALISIS:
21% of them say price
20% of them say connectivity
21%
20%
18% of them say speed

12% of them say value added service
26% of them say after sale service
3% say value added service
GRAPH 11
GRAPH SHOWING BASED ON LOOKING SERVICE
BEFORE BUYING
30
25
20
15
10
5
0
INTERPRETATION:
Majority of the respondents prefer after sales service before buying
or choosing the product and then prefers price and connectivity.
TABLE 12
TABLE SHOWING BASED ON PRICE AND MOBILITY
CONCERN
PRODUC
TS
Land line
phone
Fixed
wireless
phone
Mobile
based on
GSM tech
Mobile
based on
CDMA
tech
TOTAL
NO. OF
RESPONDE
NTS
7
PERCENTA
GE
23
23%
55
55%
15
15%
100
100%
ANALYSIS:
7% of them prefer to buy land line phone

23% of the respondents prefer FWP
55% of them prefer mobile based on GSM technology
15% of them prefer mobile based on CDMA technology
75
GRAPH 12
GRAPH SHOWING BASED ON PRICE AND MOBILITY
CONCERN
60
50
40
30
20
10
0
INTREPRETATION:
Majority of the customers prefer mobile based on GSM technology

as it can switch to others phone. Then follows fixed wireless phone
TABLE 13
TABLE SHOWING BASED RECOMMEND RELIANCE
SERVICE TO OTHERS
PARTICUL
ARS
PERCENT
AGE
YES
NO OF
RESPONDE
NTS
55
NO
45
45%
TOTAL
100
100%
ANALYSIS:
55% of the respondents say yes
45% of the respondents say no
55%
GRAPH 13
GRAPH SHOWING BASED ON RECOMMEND RELIANCE
SERVICE TO OTHERS
Yes
No
INTREPRETATION:
Majority of the respondents say yes they will recommend reliance
service to others.
CHAPTER -5
SUMMARY OF FINDINGS AND
CONCLUSION
FINDINGS
The company should emphasize more on the spreading the awareness for
their products because the level of awareness of their Fixed Wireless
Phone (FWP),Broadband, High Speed Data Card (HSDC )is very low.
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.
The Reliance India Mobile( RIM) post paid has seen a major decline in its
users because of the tough competition given by the prepaid services.
Hence the company should now focus more on the internet services as
there is a huge market for them to cover.
Around 2/3 of the people are dissatisfied and majority of them reasons are
poor customer care service, billing errors and higher cost. So 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.
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.
As seen from the survey results, more than 3/4 th 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. So network can be improved by planning more towers in
different parts of the city where the company does not have the signals.
More than 3/4th of the population does not like the new schemes and
offers introduced by the company. So a proper survey should be
conducted and more attractive and useful schemes must be introduced.
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 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.
The company should emphasize more on reducing the call rates and
introducing attractive value added services which would help them improve
their sales.
CONCLUSION
Going mobile is the craze today!!
Now buying mobile is not a rich mans possession any more. The mobile
industry is on whopping high. With various technologies creeping in every day
you always are on the back seat to keep your self updated. With a major chunk
of the users being teenagers it makes the situation more dynamic and helps to
create a niche market in itself.
Looking at the industry trends in mobile segments, the growth is tremendous.
Various cellular providers try to be innovative in providing value added services
to the subscribers. If the demand is rising in same pace then it is for sure that the
subscriber base of the mobile users will definitely exceed the limit of the land
line subscribers.
This report helps in knowing the consumer behaviour of the Reliance
subscribers and what perception customers have about the brand RELIANCE
COMMUNICATION. With this report the company can capture its loop holes
or weaknesses and convert them in to their strengths and opportunities. From the
above study we come to a conclusion that in case of parameters of selection,
customer or the subscriber will first look at the network coverage, tariffs and
then other parameters. The Subscribers also expects the company to give in
detail information of the service they are availing.
An effective sales person has to be employed in order to influence the buyer
decision. The company should have exciting offers with the service they
provide. The basic necessity of a mobile for the subscribers is not well defined.
CHAPTER 6
RECOMMENDATIONS AND
SUGGESTIONS
On the basis of extensive study and research, here are some recommendation
and suggestion which may help the company to market the product and service
more profitability and increase its share in the Telecom market.
PROMOTIONAL ACTIVITIES
The company should expand the budget allocation for promotional campaign in
center Bangalore. It has affected the sale service brand image of Reliance
especially in Bangalore. Low supports in promotion have lead to fluctuation in
sale.
There may be some useful tools which can be summed as follows:-
ADVERTISING
Advertising should have a clear objective and message, which has not been
found in recent ads. Reliance is a faster growing provider service in each state.
Every offers and schemes they should show with proper message for benefit to
the customer. In busy life customer do not remember any offers and which
service we can provide the customer with. Therefore they should by force show
advertisement in growing market and among customer.
PERSUASIVE ADVERTISING
Now there is a need of persuasive advertising for Reliance service which can be
moved into the category of comparative advertising. It will help the company
to establish the superiority of its brand service through specific comparison of
one or more attributes and features.
TECHNICAL EXPERTISE
The advertisement should show the companies expertise, experience and pride
in market the product service sale.
MEDIA
A combination of print ads and TV commercial do a better job. Local ads and
publicity should be given more stress. Hoardings, banners, wall painting should
be promoted, as some expenses are also beard by dealers. Ads on cable network
result greater audience attention. Schemes, gift, offers etc. must be highlighted
through radio and local newspapers.
Most of the Reliance customers suggest to improve the speed of the

internet service
Respondents suggest them to make stylish mobile and with more features
To concentrate more on the teenagers and youngsters plans and attractive
offers
To provide more of quality service to its customers
with attractive call rates and sms rates
To provide good service of internet and to increase its speed and attractive
charges
Improve the GSM technology and promotional
APPENDICES AND ANNEXURES
ANNEXURE
QUESTIONAIRE
PERSONAL DETAIL:
1: Name
2: Age
3: Gender :
{ } Male
{ } Female
4: Phone/Internet is used for following purpose:

{ } Business
{ } Official
{ } Personal
5. Which of the following Reliance Communication products are you aware of.
{ } Reliance India Mobile (RIM post paid)
{ } GSM
{ } 3G
{ } Fixed Wireless Phone (FWP)
{ } Broadband
{ } High Speed Data Card (HSDC)
6. How did you come to know about the products.
{ } Television
{ } Sales executives
{ } Print
{ } Friends and existing users
{ } Others (please specify).
7. Which of the following products are you using.

{ } GSM
{ } 3G
{ } Broadband
8. Are you satisfied with the services provided by the subscriber.

{ } Fully satisfied
{ } Partially satisfied
{ } Not satisfied
9. If your response to the above is partially satisfied or not satisfied, then what
are the reasons for your dissatisfaction.
{ } Poor quality of network
{ } Slow speed
{ } Poor voice quality
{ } Poor customer care service
{ } Any other (please specify)
10. When a sales executive comes to you which of the following products does
he frequently tells about.
{ } GSM
{ } 3G
{ } Broadband
11. What channel would you prefer to buy a telecommunication or Internet

device.
{ } Home delivery
{ } Customer care
{ } Online
{ } Franchise and utility shops
12. Which of the following service you look before choosing the product.
{ } Price
{ } Connectivity
{ } Speed
{ } Value added services
{ } After sales services
{ } Any other (please specify).
13. If price and mobility is not a concern, which of the following would you
prefer to buy.
{ } Landline
{ } Fixed Wireless Phone
{ } Mobile based on GSM technology
{ } Mobile based on CDMA technology
14. Would you like to recommend Reliance services to others.

{ } Yes
{ } No
15. Rate the following services on the basis of your satisfaction.
Services
Excellent
Network
SMS Rates
New schemes
and offers
Internet speed
Cost
Customer care
Call rates
Value
services
added
Good
Average
Poor
BIBLOGRAPHY
Books Referred
Philip kotler. Marketing management 1994: Pearson education

Thomson press Delhi
Reddy Appanaiah. Business management 1998: Himalaya Publishing
House.
PORTALS/ WEBSITES:
WWW.RELIANCE COMMUNICATION.COM
WWW.RELIANCE ADA GROUP.COM
WWW.GOOGLE.COM
WWW.WIKIPEDIA.COM
BUSINESS JOURNALS
Business World
Business Today
NEWS PAPERS
TIMES OF INDIA
ECONOMIC TIMES

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