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SUBMITED BY
RAJENDRA GUPTA
REG. NO. 05MJCM 6032
Research Guide
Prof. REDDY KUMAR
BANGALORE UNIVERSITY
1
1.1Executive Summary
Mobile phones have become most common today. Even common man now
is dependent on the mobile. Today, there are different technologies catering to the
customers whether it may be CDMA or GSM. Reliance Infocomm is operating
through the CDMA (Code Division Multiple Access) or GSM technology.Its
Billing system is also more talked-about feature nowadays. One of the most
important aspects of providing telecom services is the billing system. It is found
that customers of Reliance Infocomm are facing lot of problems in billing system.
The study is conducted to identify the customer’s perception towards billing
system of Reliance Infocomm, and also to identify the problems faced by the
customers of Reliance Infocomm. The study is carried out with the objective of
measuring overall satisfaction level of Reliance Infocomm customers and
evaluating the effectiveness of the billing system of Reliance Infocomm and also,
getting preliminary response about customer satisfaction on the factors of
network, tariff and service of Reliance Infocomm.
A sample of 100 Reliance Infocomm customers were chosen
by the researcher from all the locations of Bangalore city. The Method adopted for
collecting the data was through structured questionnaire. Questionnaire was
prepared and then, based on the response given by the customers the data analysis
is done.
The study reveals that Most of the customers receive bills only every two
months and some of them did not receive at all. Majority of the customers are not
satisfied with Reliance Infocomm's complaint redresser. Majority of the customers
have outstanding bills because of improper billing system.
2
The cellular segment, which is currently experiencing a consolidation wave, will
be key growth driver of the Telecom services market in India. The market share of
CDMA players is growing gradually and steadily. Relaince Infocomm, which
offers both CDMA and GSM services, has overtaken the GSM player Bharti to
become the largest mobile player in terms of number of subscribers.
3
CHAPTER 1: INTRODUCTION
In early days since people were not keen on service aspects, it was easy for the
company to just sell and quite. But in today’s market more than sales servicing
has been given prime importance as the life of the product depends on it. This
infects helps in rising the attitude and interest of the customers to buy more and
more companies product.
4
Important features of service:-
1) Services are by and large “activities” or they are series of activities rather than
things.
2) As a result services are interchangeable.
3) They take place on the interaction between the customer and the service
provider, which means that services are produced and consumed
simultaneously.
4) Customer has a role to play in the production process as the services are
provided in response to the problems of customers as solutions.
Service characteristics
Service has four important characteristics:
1) Intangible: Intangibility means that unlike goods, services cannot be seen,
touched and felt, tasted, smelled or even heard before they are purchased.
2) Inseparability: It suggests that services are provided, distributed and
consumed simultaneously. In the case of manufactured goods, production
takes place in the production unit, thereafter the goods are kept in the
inventory and transported in the distribution outlets from where the consumer
picked them up for the consumption.
3) Heterogeneity: It means that services delivered generally vary in quality, time
consumed in delivery and the extent of service provided. Since people deliver
most services, they are variable.
4) Perishability: It means that service can’t be stored. For incidence, on a
particular flight, vacant seats remain unsold, whereas in the case of
manufactured goods, unsold items can be put into inventory and can be sold
the next day.
Critical success factor in service of the organization are:-
Clear positioning strategy.
Out lining the elements of the product package
Emphasis on quality.
Customer retention.
Capturing and using customer data.
Close interaction among marketing, operation and resources.
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Soliciting feed back from customers and employees.
Top management commitments.
It is now obvious that most economics, the world over there are increasingly
becoming service economics and therefore and there is a need to manage service
in the best possible way.
Private operators have made mobile telephony the fastest growing (over 164%
p.a.) in India. With more than 33 million users (both CDMA and GSM), wireless
is the principal growth engine of the Indian telecom industry. Given the current
growth trends, cellular connections in India will surpass fixed line by late
2004/early 2005.Intense competition between the four main private groups -
Bharti, Hutch, Tata and Reliance and with the State sector incumbents-BSNL and
MTNL has brought about a significant drop in tariffs. There has been almost 74%
6
in cell phone charges, 70% in ILD calls and 25% drop in NLD charges, resulting
in a boom time for the consumers.
The Government has played a key enabling role by deregulating and liberalising
the industry, ushering in competition and paving the way for growth. While there
were regulatory irregularities earlier, resulting in litigation, these have all been
addressed now. Customs duties on hardware and mobile handsets have been
reduced from 14 percent to 5 percent.
The Indian government has merged the IT and Telecom Ministries to speed up
reforms and decision on the Communication Convergence Bill to enable the
common regulation of the Internet, broadcasting and telecoms will be taken after
the new Government assumes responsibilities in may this year. An independent
regulatory body (TRAI) and dispute settlement body (TDSAT) is fully functional.
Characteristics of Market
India has one of the fastest growing telecommunication systems in the world
expanding annually at more than 20% over the last four years. The Indian
communications services industry has achieved the 5,00,000 (£6579) million mark
in revenues and the cellular industry is all set to cross Rs 1,00,000 (£1316) million
in FY 2003-04. According to Ernst and Young Study, telecom subscriber base is
expected to reach 203 million by 2007 and revenues are expected to triple to $23-
25 billion by 2007 compared to $9 billion in 2002. The mobile phone sector in
2003-04 registered three times higher growth than what was reported in 2002-03.
The industry added 21 million mobile connections in a year. However the growth
in fixed line has been negligible, merely 3%, from 41.48 million connections in
March last year to 42.58 connections in March this year.
Telephone penetration rate still remains low in India, which offers vast scope for
growth. Its teledensity of 7% is a quarter that of China and rural density has just
reached 1%-more than 970 million Indians do not have access to a telephone.
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Market Trends
With legal battles behind and limited scope for drastic price reductions, the
service operators are focussing on high- end services (wireless internet), high- end
segments (corporate and broadband), quality of service (spectrum and bandwidth),
upgradation of networks( more capacity and new technologies). The segments
where consumers will see a biggest improvement in near future will be
internet/broadband. If last year was the year of wireless, this year could well be
the year of broadband.
Main Competitors
The competition varies across segments but the current players include state-
owned operators as well as private operators, operating on the basis of ‘level-
playing field’. The limited mobility issue has made an exit and whether it is
CDMA or GSM, it is all mobile now. Reliance has emerged as the largest cellular
service provider with 22 % market share followed by Bharti with 20% market
share. BSNL, Hutch and Idea follow suit. In the fixed line segment, the two public
sector incumbents, BSNL and MTNL continue to dominate the market with a
combined market share of 95%. Tata Teleservices has emerged as the leading
private fixed line operator with a 2% market share followed by Bharti and
Reliance.
8
Top 10 Telecom Service Providers
9
Constraints
To achieve the 20% teledensity, India needs incremental investments of USD 10-
15 bln over the next five years. Issues on foreign equity holding continue to
hamper the fund raising ability of the sector. While unified access license have
been allowed based on entry fee bid for the award of 4th cellular licenses, the
Govt has not allowed the merger of basic and cellular licenses. This reduces the
flexibility to small basic operators. There is limited availability of Spectrum and
Indian operators pay almost 100-200 times more than Chinese for the right to use
one-third of the same resource.
Investments
Private players as well as State incumbents are on an expansion drive and are
spending heavily to upgrade/expand their networks India-wide. BSNL has plans to
roll out additional 15 million GSM and 3 million CDMA-based WLL connections
in India by the end of fiscal 2004-05 at a cost of Rs 60,000 million (£750million)
and Rs 10,000 million (£ 125 million) respectively. Bharti has crossed the 6
million-customer mark and is now plans to scale up network capacity to cater to
11 million customers. Its mobile services will expand to 1000 more towns-only
300 of these would be in the new circles-and 20,000 villages in total. It plans to
spend between $700-750 million in the year to March 2005. Reliance is hoping to
raise around Rs 50,000 million (£625 million) through equities to increase the
coverage for its cellular services to about 5,000 towns from the 1,100 towns it
covers currently.
FDI inflow into the telecom sector continues to surge with the numbers all set to
cross Rs 100,000 million (£1,250 million) mark soon. Till January 2004 since
August 1991, the sector has attracted FDI worth Rs 98,720 million (£1234
million). Analysts expect that the FDI figure will cross the magical figure during
the first quarter of the fiscal 2004-05.
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Opportunities and Market Segments
Indian fixed line network is likely to expand as the current low level of telephone
penetration is very low coupled with the unmet demand for connections. India’s
fixed line telecom network is estimated to expand to about 47 million by March
2005 from 41.5 million in March 2003. The rate of growth in services revenues is
however, likely to be lower in comparison with the pace of increase in the number
of fixed lines, an ICRA report said.
Several GSM cellular service companies are climbing the EDGE bandwagon.
Bharti has even made test calls on the EDGE platform and the company is in talks
with Siemens for EDGE-enabling some of its circles.
The DoT has allowed cellular companies to buy rivals within the same operating
circle provided their combined market share did not exceed 67 per cent.
Previously, they were only allowed to buy companies outside their circle.
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Internet Service Provider (ISP) Policy
Internet has become very easily accessible with cyber cafes /kiosks increasing
their density, not only in the metro towns but also in semi-urban towns. There is
no restriction on the number of internet companies and more than 200 companies
are operational. Internet telephony has been allowed officially from 1 April 2002.
The growing demand of corporates for applications such as Electronic Commerce,
internet leased lines, ISDN, VPN etc is driving the growth of the internet services
market. However, the industry continues to face a number of bottlenecks in terms
of regulatory treatment of ISPs, high bandwidth prices, low PC penetration, high
cost of telephone access etc.
The sector has been opened to competition from April 02. The ILD market in
India is worth about Rs 54440 m (£680 million) and is projected to be 7.5 billion
minutes and worth £1.44 bn. by 2010. In 2002-03, the total international traffic
was pegged at 3,700 million minutes. The ILD prices have fallen by at least 40%-
60% leading to a decrease in the grey market traffic. However, grey market still
stands at around 1.5 billion minutes.
In August 2000, the NLD service was finally opened to unrestricted competition.
Due to the initial lack of clarity on critical issues like equal access,
interconnectivity and last mile access, there were not many takers. With the
opening up of the basic services and ILD, companies are now gearing up to
provide integrated service. The NLD market thus saw significant competition in
2002-03, resulting in more choices and lower prices for consumers.
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Very Small Aperture Terminal (VSAT) Service
VSATs in India used to operate on the INSAT series of Satellites on the extended
C-band but now the Government has allowed Ku-band and also a foreign satellite
on the Ku-band front. India has a total installed base of 17,292 VSATs on the
shared hub front. TDMA dominates the scene with 86% market share whereas
DAMA accounts for only 14% of the total VSAT sales. VSATs have found a
growing market in retail (banking and lottery) space and distance education.
VSAT operators are also likely to get into mobile satellite services, reporting
services, disaster recovery and GPS-based fleet management. The new revenue
sharing policy along with the lifting up of the 64Kbps ban for 512 Kbps, will help
the industry achieve a growth rate of about 30-35%.
The PMRTS industry in India is still a small and fragmented sector. It is being
provided by 15 operators in 20 service areas. On December 2003, the total
PMRTS subscribers base was 24,666. The DoT guidelines for the migration of
existing operators to digital technology and allowing PSTN and inter-site
connectivity have not yet materialsed. Lack of clarity in government policies, the
prohibitively high license fee and exorbitant prices of radio trunking handsets are
the main hurdles for the growth of PMRTS industry in India.
The domestic industry is worth Rs 150,000 (£1974) million and has made little
progress in comparison to the development of Telecom services in the country.
The industry is faced with two major challenges: India is being steadily opened up
to the global market, as trade restrictions are done away with, resulting in crashing
of import duties across the board and easy movement of goods from overseas. It is
forecasted that by 2005, imported telecom equipment will account for 75% of the
expenditure on telecom equipment in India. Secondly, to cut down on operations
costs, US, European and East Asian multinationals are outsourcing manufacturing
to cheaper destinations in Taiwan and China.
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Television Broadcasting, Cable Television and Radio
The market for broadcast equipment in India is big and growing at a rapid rate.
TV households in India are expected to grow from 88 million in 2003 to 111
million in 2007. According to a survey conducted by National Council of Applied
Economic Research (NCAER), penetration of TV in rural areas is expected to
grow almost four-fold from 48 TV sets per thousand population in 1988-89 to 185
TV sets per thousand population in 2006-07. In urban areas number of TV sets per
thousand population are expected to grow from 304 in 1988-89 to 723 in 2007.
There are more than 150 TV channels beaming in the sub-continent. Terrestrial
Transmission is covering almost 90% of the sub-continent. Digital Terrestrial
Transmission or DTT is functioning in the four metro cities of Delhi, Mumbai,
Kolkata and Chennai.
TRAI was made the regulator for cable TV services and broadcast early this year.
The controversial CAS has been deferred indefinitely and the spot light is now
turning towards DTH services. Prasar Bharati is preparing to launch a free-to-air
DTH platform by June 2004. Tata-Star joint venture for DTH is targeting October
2004 as its launch date in the metro cities. So far, only Subhash Chandra's Agrani
has obtained a DTH licence focusing on rural non-cable TV homes.
There are 23 private FM radio channels across the country in addition to All India
Radio. All major cities of India have more than one FM Radio channel available
to them. The radio broadcast policy panel, set up to suggest new norms for FM
radio has recommended increasing FDI (including foreign debt funding) from
20% to 26% in the companies operating in the sector.
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CHAPTER 2: RESEARCH METHODOLOGY
Now days Indian Market is much competition in every field. This study is aimed
at finding out the position of the Company in the market with other competitors
with respect to services rendered.
The emphasis of the study is to make an analysis of existing service market study
for Reliance India Mobile (RIM) that amounts to suggestive improvements.
The market study development process involve the comprehensive development
of service aspect for corporate. This study comprises through the methodology
approach towards the strategy adopted by the Corporate and based on the above
brief sketches the researchers have identified the following problem of the study.
“The need for customer perception on RIM and Billing services”
The scope of the study is quiet vast as if covers many points of information. It was
possible to find out more reliable information of the Reliance India Mobile
regarding its services and customers perception.
The scope covered reactions to the reliance India mobile (RIM) and
customer perception. It also covered the knowledge and opinion about the
Reliance India mobile (RIM).
The main objective of the study is the effectiveness of the Reliance India Mobile
and billing services to the various customers. More over it was possible to find out
the attitude of the customers towards Companies product billing services. The
scope of the study was only the customers in Bangalore city.
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2.5 Research design of the study:
The noun “Design” has been various meaning but the one suitable for an subject is
a pattern or an outline of a research projects workings. It is a statement of only the
essentials of the study those that provide basic guidelines for the project. It
comprises a series of prior documents that taken together to provide a Master plan
for executing a research project.
The formidable problem that allows the task of defining the research problems is
the preparation of the design of the research project popularly as the “Research
Design”
• Plan out the details for testing and implementing the work.
• Explain the proposed study to others.
17
Three basic type of Research design:
• There are some major reasons especially to market rituals for deciding to
take a sample:
• What are the rules for selecting the sample from the customer to make it
truly preventive?
• What checks should be done to ensure that the sample is from the required
for customer.
• How are the data collections error and sampling error separately
identified?
18
Method of sampling:
There are different types of sampling methods they are:
19
parts or strata of the population. The advantages of stratified
sampling are that when they are properly designed.
All these several kinds of options suggest, today’s marketing researchers have a
variety of sources of data. They are:
• Internal sources
• External sources
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1. Internal Sources: A business organization has to maintain records of
financial accounting, sales records, records & reports of sales man etc,
which provides sufficient information. Proper use can be made of the
various information in possession of the organization.
Primary data:
Primary data is that, which information we got directly, for instance through
questionnaires and interviews and for first time.
Secondary data:
The secondary data are those data , which are collected originally by some one
else for either own purpose and will be used by the researcher for this study. This
form of data can be obtained through the various forms of published data. In this
research, the researcher used company general report.
• Observation method
• Interview method
• Questionnaire method
Observation method:
In this method data are collected through direct observation. No talks take place.
By observing a person can an inventory about services used by him at his house or
kept as retailers stock.
21
Interview Method:
1. Personal interview
2. Telephone interview.
Questionnaire Method:
22
2.8 Data collection instruments:
Possible care was taken to see that the questionnaire did not offered respondents
much time. Based on objective and statement of problem, questionnaire was
drawn to draw up ideas, feelings, suggestions, pieces of advices added with
interviews of dealers. The actual questionnaire is given in appendix to this project
work.
Field work was carried out to collect the data especially from dealer through
questionnaire and interview regarding the statement of problems.
The response was good with most of them being polite and cooperative, but some
dealers were harsh and did not find time to fill up and to cooperate with me as
they were busy in business. The time taken for field work was fortnightly. (15
days)
Plan of analysis: Primary data was collected with the help of questionnaire and
interviewing the dealer.
The data from the questionnaire was analyzed using various appropriate statistical
facts like average, percentage, pie-chart, bar charts etc.
Methodological Assumptions:
The following are the two methodological assumptions.
Sample size:
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• It has been assumed that he research methodology selected for the study is
appropriate.
• It has been assumed that the information obtained from the respondents is
true and authentic
• It has been assumed that the data collection instruments which have been
base to collect data from the sources are appropriate.
• It has also assumed that while conducting the survey the selection of the
area was correct and appropriate.
The first chapter of the repot gives information on general introduction, scope,
aims and objectives.
The second chapter discuss only research methodology, where research decide
quantatitative research , convenience sampling method along with too simple
sources of data as well as primary and secondary data collection method through
the processing plan followed by systematic field work schedule.
The third and fourth chapter covered the industrial and theoretical back ground of
the study and organizational profile, view of the organization and symbol of the
company growth and development pictures.
The fifth chapter the research puts his field work in the way of classification,
tabulation of the data and analysis, a interpretation of data based on respondents
opinion.
The last chapter covers the conclusion and recommendation based on the analysis
and interpretation of survey data and observation knowledge by the researcher.
Due to the conservative minds of some respondents they did not want to
give the answer to the questionnaire so it was a limit to the study.
After the study, what ever result will come up, that could be fully relied
upon as in a country of dense population. I have surveyed 100 respondents
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due to the cost factor and time limitation. It will be too much costly even
to survey each and every customer.
Visiting the customer at odd hours according to their convenience.
Some customers did not find time to fill up the questionnaire.
• Null Hypothesis (H0): Null hypothesis which represent the need for
customers services and satisfaction in today’s market.
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CHAPTER 3: PROFILE OF THE ORGANIZATION AND
RESPONDENTS
PART A
A CORPORATE PROFILE
Asia’s largest telecom company stirs to maintain its lead with an image of
superiority, professionalism and round the clock efficiency. A vista any factory or
office in the country bears testimony to that. Bracing to meet the 21st century.
Reliance is gearing it self with the latest in technology and a forward looking
approach to HRM.
Reliance has spread its wings allover in India in almost in 16states, namely
in Karnataka, Andhra Pradesh, Maharashtra, Rajasthan, and other eastern states.
There are 7000 outlets, 250 web worlds all over in India. And 8 Web worlds in
Bangalore alone.
Gains trust and respect as a socially responsible corporate citizen and earn
the confidence of customer and stockholders.
28
MISSION:
VISION:
With mobile devices, net ways and broadband systems linked to powerful
digital networks, Reliance Infocomm will usher fundamental changes in the social
and economic landscape of India.
Reliance Infocomm 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 programmers, movies and news capsules
29
on demand. It will unfurl new simulated virtual worlds with exhilarating
experiences behind the screens of computers and televisions.
Above all, Reliance Infocomm will pave the way to make India a global
leader in the knowledge age.
INFOCOMM BUSINESS
Brought about by the digitalization and convergence. In the fast moving and
competitive knowledge era, Infocomm is not only a driver of growth but
also competitiveness. Reliance Infocomm is revolutionizing telecommunication
in India by provisioning services that would match with the leading operators
of the most developed countries. These services are the outcome of state-of-
the-art network technologies that has been inducted in the Reliance Infocomm
network. Our network consists of the latest switching, transmission and access
technologies. The core of the network consists of fiber deployed throughout
the country. Deployed over the fiber media are the DWDM and SDH
transmission technologies in ring topology to provide ultra-high bandwidth
capacity and failure proof backbone. Besides circuit switched technologies, the
backbone also has IP architecture and uses MPLS technology to friendly. In
addition, the state-of-the-art NOC helps us monitor our entire network
at one place. Call center technologies deployed would help us give the best
customer service. Finally, the most important aspect of our services is the
range of feature-rich CDMA 1X handsets with wider color display at
attractive prices. All handsets are data enabled that will permit users to
access our bouquet of services. The technologies will help Reliance
Infocomm to provide world-class telecom services in both voice and data at
prices affordable by the Indian masses. Bottom of Form
RELIANCE GROUP
The Group's activities span exploration and production (E&P) of oil and gas,
refining and marketing, petrochemicals (polyester, polymers, and intermediates),
textiles, financial services and insurance, power, telecom and infocom initiatives.
31
The Group exports its products to more than 100 countries the world over.
Reliance emerged as India's Most Admired Business House, for the third
successive year in a TNS Mode survey for 2003.
Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group
contributes nearly 10% of the country's indirect tax revenues and over 6% of
India's exports. An investor family of over 3.1 million - India’s largest, trusts
reliance.
32
COLLECTION
An integral part of every business is the collection; Reliance Infocomm has made
a strong corporate commitment to investment made in collection & procurement.
Basically collection refers to request for a sum of money from the customers for
the service rendered.
Collection starts from the appointment of feet on street (FOS) and it is even
carried out by the agencies. FOS refers to the candidates appointed for making
collections by visiting the customers at their place.
PROCESS OF COLLECTION
Classification:
• Web world
• Drop box
• CCP’s (cash collection points)
• Reliance Infocomm Office’s
• Banks
• Cash
• Cheque
• R Bill
• Credit Card
Delinquent Account
• An amount on which payment has not been made according to the terms
& conditions.
• According to the terms & conditions the customer is supposed to pay his
Outstanding by due date.
• If an account member does not pay the amount due by the payment due
date, he is considered delinquent.
• When the subscriber misses a payment due date, he becomes delinquent he
is referred to collection Department
Reasons for Delinquency:
• Traveling / outstation.
• Bill not received
• Multiple billing
• Lethargy
• Cash Crunch
34
• Dispute
• Mollified intent
• Lack of customer Education
• Part Payment does not cover total past dues.
Delinquency represents:
• Break down of the agreement between the reliance infocomm ltd and the
• client.
• Loss of revenue
Role of collections:
• Minimize Losses
• Remind customers of the seriousness of contractual relationship
• Reliance has the moral and legal right to cover the money for the phone
• Maintain/retain the accounts
• Be a facilitator
• Know when to assist and when to insist
• Educating the customer
• Tracking and ensure portfolio health by reducing delinquency and losses
• Customer Is contacted
• Reason for delinquency ascertained
• Appropriate measures used to normalize account.
• Payments/Adjust credits effected
35
• Steps taken (whether possible) to ensure that the same problem does not re
• occur.
Channel of collection:
• SMS
• Telecalling
• Field visits
36
DISTRIBUTION
Being its head office located in Mumbai Reliance manages network and town
coverage of 17 states and 2 union territories
States:
Andhra Pradesh
Bihar
Delhi
Gujarat
Haryana
Himachal Pradesh
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Orissa
Punjab
Rajasthan
Tamilnadu
West Bengal
Union Territories:
Chandigarh
Pondicherry
37
3.2 Organization structure
Reliance infocomm
38
3.3 Functional Departments
DEPARTMENT
HIERARCHAL STRUCTURE
H.O.D
MANAGER
HIGHER SUPERVISOR
SUPERVISOR
EXECUTIVE
AGENCY MANAGER
FOS
39
PART B
PROFILE OF THE RESPONDENTS
Cust_Name Add Ac_No RIM_No
Shiny Suresh Besnia hostel Christ School DHM Post 1265118525 8036847839
Deveraj p. Bannerghatta Road 5th cross. 1265154030 8036870342
Gurpreet Singh #51 1st flr 9th D"main 1st BTM 1265278991 8036855417
Kyrunisha c/o Basha 9-8a Main NG Palya 1265311482 8036851191
Muniswami K #10 Sithas Nilaya Tavarekere 1265322494 8036927856
Shaheen Taj #27 4th a Cross NG Palaya 1265332504 8036861101
Mansoor Ahmed c/o Dada Peer 1st BTM 1265333296 8036888157
Ansab B #304/19 2nd Cross !stmain SG Palaya 1256336962 8036871293
Thajuddin DE #104 1 Main RD 8 CRS Blg Nagar 1265337485 8036920306
Mohiyuddin Khan #19 2nd C Main 1st B.Rd Balajinager 1265369022 8036855359
Joseph #28 28 3rd Cross Brundvan Nagar 1265637472 8036907097
Jayaram H Sri Hengal Hanumanthaiah 1265637494 8036879652
Sharven Kumar Bhagwath Furniture 15 N Crs 1265637586 8036887902
Babu Ram Sathynarayana Bldg. 1265644785 8036765660
Sabeer Ahmed #2 HAS 9th building 100feetroad 1265878132 8036842165
Vijay kumar #3/1 1st main 1st cross Ak colony 1265955845 8036877510
Arvind D #3 Ramaya lyt SG Palya 1265991926 8036886003
Anupama #10 7th cross bharni nagar 1266028993 8036908963
Anima Bhanu #32/5 4th cross old guruparna palaya 1266025565 8036871061
Ratan S uneshwar Temple Prest 1266063400 8036960196
Maqubool Ahmed RRRAS Manjil #4/23 1266066130 8036858752
Parvender Kaur 2nd DCPalaya 1266100883 8036885559
Abdul Rasheed #14/15 1st Cross 3rd main Road 1266120251 8036852379
Mohamad Noorulla #43,8th main DCR post 1266201425 8036887554
Lakshmi Narasamma #4 D Block 1266208996 8036887649
Srinavas Roa #50/19 2nd Mn 4th Crs 1266209055 8036951789
Kannan C #174 Maha Lineshwara Slum 1266209254 8036940169
Raja R #30 Manjunathkupra 9thA main 1266215565 8036883128
Bhaskar #108/A 6th Crs 1266250086 8036864626
Khadar Shariff #55 6th Crs 1266293840 8036846165
Sampath #360 2nd Crs Bovi Coly SG Palya 1266356840 8036798192
Ajaz Ahmed #34 6th main rd NG Palya 1266492765 8036861814
Sheikh Niyaz
Ahmed #57/4 9th mn 5th Cr BTM 1st 1266493830 8036877621
Shamshad Jan #56/7 Goppan palya Mosque BTM 1st 1266613110 8036947233
Firdos Tabassum #55/5 2nd 9th Main 2nd Cr G Palya 1266495834 8036812047
Antony K J #62 Balaji Nagar 2nd Cr 1266557891 8036889290
Lenoard Transwork IT Service Pvt ltd. 1266628672 8036900271
Lallu Nichole Transwork IT Service Pvt ltd. 1266628753 8038345393
Gopal Reddy 9/1 1st mn 5th Cr SG Palya 1266742013 8036847006
Richard W Block 3 level 4 Blue Chip 1266628845 8036883648
Shiva Kumar Hoovana BLG Near LG Food Product 1266747344 8036929007
Gego P V 24/57 1st Main Bharati Layout 1266901101 8036850628
Siyad A #63/36 3rd Main Bharati Layout 1266906314 8036924230
Mohammed Kaleem 1st Main N G Palya 1272472935 8036758221
Sumanglamma #10 ocrs NG Palya 1272545805 8036872811
Eswara Reddy 40 ^thCr 3rd Main Chikaadugodi 1272575043 8036859909
Sajjad Ali Khan #8 2nd Cr Muneer Building NG Palya 1272600571 8036907077
Ameena Bee 63 1st Main 3rd cr opp Ayyapa Temple 1272615293 8036851198
Mumtaz #249 Madeena Nagar 16th Main R BTM 1272646023 8036799653
Abdul Lathif #25/8 AK Colony 2nd Cr SG Palya 1272646292 8036867230
Najeebunnisa #40/B 9th D main BTM Layout 1272649265 8036929516
40
Akbar Akbar # 27/2 96 Main Road 5039722984 8036924159
Kathiravan T # 1st Cross 1st Floor 18th Main 5039725095 8036887572
Richard Williams C/O Transworks IT Services Pvtlevelly 5039572381 8036940216
Syed Razak No 53/2 2nd Main Road New Gurappana 5039485813 8036970706
Saraswathi # 65 3rd Cross Bhovi Colony 5039297944 8036797983
Swetha Ansnd # 665 28th Main 2nd Stage 5039328873 3332666659
Jayalakshmi 1 Main Road,S.G Palya 5039572381 8036940216
Walunila
Longkumer Transworks IT Service Pvt Ltd Levely 5039699626 8036902290
Akbar Akbar #27/2 96 Main Road 5039722984 8036924159
Amit Jawadia #18/16 Main, 3rd Cross 5039791794 8036969637
Kamalkar K #113,4th A cross, BTM 5039836362 8036925616
Brijesh Baldia #23, 5th Cross, B L Nagar DCR Post 5039846906 8036940277
Suriya Kotaprolu #88, 9th Cross, Hossur Road 5039867464 8036972696
Yousuf Khan #103, 2nd Cross, G. P Palya 5040399103 8036951810
Anand #15, Anjinayar Street,Tavarekere 5040399206 8036924276
Mandal S K C/O L & T,South City opp Big Bazar 5040505724 8036887091
Hazira B 217 60 Feet Road 9th Cr, G.P Palya 5040610142 8036876540
Nadeem Pasha 342,2nd Cr, 9th Main,BTM 5040610901 8036876351
Afsar Md #14, 100ft, HMS Scooter G.P Palya 5040798814 8036852350
S Zameer Khan 66/1, D Main Rd, 6t Cr,B.L Nagar 5040914476 8036973923
Salma Banu #59 9th Main, O.G Palaya 5041037352 8036950677
Royan Sontosh Amruthanilya 2nd main Road,SG Palya 5041042311 8036967144
Md Shafi #21/5,4th Main,N.G Palya 5041046883 8036965081
Vinod Kumar #104/1,Infront SS Exp,Tavakere 5040944414 8036959614
Gulab Singh #12/2,1st Main, G palya 5040360990 8036905683
Anwar Sab #7/20,1st floor,1st Cr, AG Palya 5040364151 8036877847
Amzad Sharief AC Century, B.G Road 5040368244 8036952072
Fayaz Ahmed 25 3rd Main, C Cr, Bismila Nagar 5040352925 8036878101
Kumar M.S Emfi Pvt Ltd,#75/1,7th cr, Babhani Ngr 5040139602 8036965321
Alwind Rajeev Level 4,Block 3,Prestige Blue Chip,HR 5039871152 8036958089
S Shashidhar #27 9th main 3rd Cr. BTM 5040084906 8037712124
Rafiq Ahmed #6/22B 5th Main 3rd Cr. Bissmillah NGR 5040138880 8036920454
Benn Pongen Level 4,Block 3,Prestige Blue Chip,HR 5040270126 8036907182
Liyakath Ali Khan #6/7 1st cr 9th main bismila nagar 5040610050 8036889223
Balraj C 326 9th main BTM 1stg 1272814082 8036764580
Naren P Ram #126 5th Cr MICO layout 1272976891 8036849510
Kathiravan T #32 1st Cross Floor 18th Main 5039725095 8036887572
Kamrunnisa # Bismilla Nagar 5039720615 8036922467
Srinivasan Mahesh 705 7th Floor Brindavan Apartment 5039463833 8036945873
Basha #59/3 4 CRS 8 Main 1266931665 8036951625
Ravi Kumar B N #22 4 CRS, TAVAREKERE MAIN RD 1272406671 8036921371
Ramesh Maurya #15/30 1 floor DCR Post 1272406612 8036924234
Girish #79, INDLABELL 1273103893 8036759298
Imran Khan 1/1 G CK Bismila NGR 1265966273 8036846896
My Lokesh 3 Bharathi LYT SG 1265806835 8036883879
Sushilamma 84 Subramanya Nilaya suddu G palya 1265608761 8036869339
Nagesh #5 4th Main Road Balajinagar 1265369022 8036855359
khul Bushan #20 Hospital Campus 1265462634 8036950321
41
CHAPTER 4: ANALYSIS & ENTREPRENEURSHIP DATA
The classification adopted for the study are quantitative and qualitative
classification.
Tabulation of data: Tabulation is one of the most important part and it is the last
stage in the processing of data. It is wanting the number of cases falling in to each
class. After classification it remains to add on the questionnaire and enumerates
the different response. Putting “Number of Respondents” as one goes through the
responses one by one does manual tabulation.
42
Table-1
Users-usage particular.
Inference:
27% of the customers have been using the RIM for more than 1 year,
48% for 6 to 1 year of the customer have been using,
15% for 3 to 6 month, which is 10%, are less than 3 months.
It can be observed that, out of the total subscribers only 10% have recently
enrolled and using it for less than 1 month.
43
Users-usage particular
60
50 48
40
30 27
20
15
10
10
ont h
s
n th
s
y ear y ear
o e1
3 m 6m 6 to 1 ov
t han 3 to Ab
s
Le s
44
Table-2
Inference:
45
Purpose of using the RIM
0.6 56%
0.5
0.4
0.3 25%
0.2 16%
0.1
3%
0
n
us
ss
l
na
io
ne
at
at
io
st
ic
si
s
es
Bu
un
of
m
Pr
m
co
sy
Ea
46
Table-3
Inference:
The customers have shown the preference for Reliance India Mobile based on
different features such as:
62% towards better services.
23% attached to brand image.
10% for quality and
5% weighed for the price.
47
Feature voting by customers.
0.7
62%
0.6
0.5
0.4
0.3
23%
0.2
10%
0.1 5%
0
Service Brand Quality Price
Image
48
Table-4
Inference:
The performances of Reliance India Mobile unit in the eyes of the customers are:
28% are excellent
47% are good
20% are average
And 5% are poor.
49
Service rating by customers.
0.5 47%
0.45
0.4
0.35
0.3 28%
0.25
20%
0.2
0.15
0.1
5%
0.05
0
Excelent Good Average Poor
50
Table-5
Inference:
The customer mainly attracted on price which is affordable for everyone who are
using Reliance India Mobile, therefore the graph as shown bellow.
40% customers are happy with the price.
30% are in model where as,
16% in quality and
14% in technical collaboration.
51
Feature rating by RIM
0.45
40%
0.4
0.35
30%
0.3
0.25
0.2
16%
14%
0.15
0.1
0.05
0
n
er
y
el
tio
lit
od
m
ua
ra
to
be
us
la
C
ol
C
c-
Te
52
Table-6
Inferences:
As per in survey it is very glade to know that more than half of the total customers
have enrolled on their own due to their access to the modern media advertisement.
Friend & relatives leaving very least part for the company executives persuade
25%.
53
Awareness of RIM
0.6
54%
0.5
0.4
0.3
25%
0.2 18%
0.1
3%
0
Friend & Company My Self Other
Relation Executive
54
Table-7
Inference:
Here the availability of Reliance India Mobile in Bangalore is booming whereas
40% are depending on print and advertising
30% are company executive
16% are myself
14% are others
55
Media in favour of RIM
0.45
40%
0.4
0.35
30%
0.3
0.25
0.2 16%
14%
0.15
0.1
0.05
0
e
t
er
lf
en
iv
se
th
ut
m
O
ec
y
se
M
Ex
ti
er
ny
dv
pa
tA
om
in
Pr
56
Table-8
Inference:
Reliance India Mobile is a modern means of quick and clear communication based
on cellular technology.
Even though the larger number of customers 56% has judged the cost of its
connection as affordable, the rest feels it as a costly affair.
57
Cost-wise Efficiency
Costly Cheap
20% 24%
Affordable
56%
58
Table-9
Inference:
According to the table that 30% of respondents reveal that the quires and
complaints are properly being attended whereas 70% says ‘NO’ for that.
59
Openion of respondents with
respect to attending of queries and
complaints
Yes
30%
No
70%
60
Table-10
Inference:
According to table that 75% are not satisfied with the bills because of irregular of
bills, whereas 25% are satisfied with bills.
61
Opinion of respondents about
services of bill
Yes
25%
No
75%
62
Table-11
Inference:
According to the table that the respondent view of ‘YES’ is 40%, where as 60%
are mistake on bills.
63
Opinion of respondent on mistake
and distribution of bills
Yes
40%
No
60%
64
Table-12
Inference:
Distance of Reliance world is the main problem for the customers of which 80%
of customer’s want that it should be between 0 to 1 km from each particular
location. Where as 14% wants at least 2 km from the location, while other wants 3
km from the place.
65
Opinion respondent regarding the
distance problem from location
80%
0.8
0.7
0.6
0.5
0.4
0.3
0.2
14%
0.1 5%
1%
0
0-1 2 - 2.5 2.5 - 3 3 above
66
Table-13
Inference:
According to the table the satisfaction level of the customer regarding in India
Reliance Mobile are:
Satisfied is 71%
Not satisfied is 29%.
67
Satisfaction of customer regarding
RIM.
Not
satisfied
29%
Satisfied
71%
68
Table-14
Inference:
According to the table that most of the customers brand image are LG handset
which is shown in Pie chart that:
55% LG
20% Samsung
25% Nokia.
69
Opinion respondent regarding
brand for handset
L.G
55%
Nokia
25%
Samsung
20%
70
Table-15
Inference:
According to the table that opinion respondent regarding for languages, most of
them prefer their own language should written in bills, which can understand
easily.
71
Opinion of respondent regarding
language
0.45
40%
0.4
0.35
30%
0.3
25%
0.25
0.2
0.15
0.1
5%
0.05
0
English Hindi Kannada All together
72
Table-16
Inference:
According to the table the color panels need to be changed of LG and Samsung.
Nokia are doing well job in their column panels, which 60% of them like to be in
varieties of color panels and rest of them are satisfied with present color.
73
Opnion of respondent about the
colour panels
LG &
Samsung,
40%
Nokia, 60%
74
Table-17
Inference:
According to table most of them are happy with tariff plans as well as schemes,
which few of them are ignoring.
60% are satisfied
30% are not willing.
75
Opnion respondent of schemes &
tariffs
40%
Yes
No
60%
76
Table-18
Satisfied 20 30 3 53
Not Satisfied 10 5 5 20
Indifference 8 12 7 27
Total 38 47 15 100
Inference:
According to the table the satisfaction level of the customer regarding in India
Reliance Mobile are:
Satisfied is 53%
Not satisfied is 20%.
And the customers which are unable to answer about the RIM mobile, we have
put in Difference, so the customer cannot comment about RIM are 27%.
77
Satisfaction Of Customers Regarding
RIM
60%
50% 3%
40%
30%
30%
7%
20%
5%
5% 12%
10% 20%
10% 8%
0%
Satisfied Dis-satisfied Indifferent
78
4.3 Testing of Hypothesis:-
Data Presentation
Satisfied 20 30 3 53
Not Satisfied 10 5 5 20
Difference 8 12 7 27
Total 38 37 15 100
79
b) Calculating the Expected Frequency of hypothesis that all customers are Not-
satisfied.
7.60 9.40 3
80
In the Table Below
5 3 2 4 1.33
So x²=Σ[(O-E)²/E] =9.990573
r= Row
c=column
V = (r-1) (c-1)
= (3-1) (3-1) = 4
x² = Σ [(O - E)²/ E ] so it means that the table value 9.48773, it means the
81
Conclusions
Modern marketing is customer oriented. The study on customer service and
satisfaction is very essential for every marketing to make any decision.
1) From the study it was found that the customers are not satisfied of the
billing service which the bill is not received on the time.
2) Customers are rarely enthusiastic to pay the bill due to the delay of bill and
added of services due which consumer got burden and not willing to pay
the full payment.
3) It was found from the study that a percentage of population who are
illiterate likes drivers, veg-sellers etc. which are not aware about the real
world.
4) In survey consumer behavior is even changing. It differs from person to
person according to while in payment of bills. And customers are keep
changing their address which customer came or real world should take the
responsibilities of those customer while consumer change their address.
5) Satisfaction level of the customer is an inconsistent phenomenon. A
consumer is hardly satisfied of the billing while to the network most of the
consumers are satisfied.
6) Customers who are illiterate, it’s difficult to read the bills in English for the
reason they are not regular for the payment of bills.
7) We are on the age of the new technologies on line servicing has become a
very popular hand for the customers as well as for the company. Reliance
has many real worlds which most of them paying in real world. But the
82
study revealed that the customer who are illiterate they are never try to go
as well as much aware of the services of real world.
8) Most of the customers (59%) approximately believe that the FOS should
collect the bills from the resident.
9) Most of the customers are duly satisfied with the services provided by the
Reliance Infocomm where as few are having some reservation.
• Busy Network
• Late Activation
• Billing problems
• High changes
10) Company should send sms in local language as well as in Hindi and
English which is convenient to every customers and awareness of the
schemes and services provided by Reliance Infocomm.
11) Attending to the complaints and solving the quarries of the customer is
also a factor of serving. As per the study it was focused that most of the
queries and complainers of the customers are not solved which is very
draw back for company and I got few customers.
12) The customers have good expectations from the company. Different
customers have different character of activities; some of the customer’s
behavior is very good with FOS and while others are narrow minded. In
survey there are customers who are using Reliance Infocomm of another
person few of them are hard. And the last conclusion in survey is that the
customers who are from slum areas. These addresses are found and keep
changing the places as well as the student who are holding the Reliance
Infocomm.
83
Suggestion
Customer is the king of the world. It holds good even today and will be more so in
the highly competitive days ahead.
Based on the analysis and interpretation of the primary data which is given by 200
allocation of customers data collected from 100 customers in Bangalore city, the
following are the recommendations:-
84
BIBILOGRAPHY
85
QUESTIONNAIRES
Name :
Address:
Sex : Male Female
Occupation:
Marital Status: Single Married
a) Business
b) Profession
c) Easy communication
d) Status
3. What are the features you looking for, when you purchase Reliance cellular
phone?
a) Service
b) Quality
c) Price
d) Brand Image
86
4) How do you rate service provided by Reliance cellular in Bangalore?
a) Excellent
b) Good
c) Average
d) Poor
a) Price
b) Model
c) Quality
d) Technical collaboration
a) Print advertisement
b) Electronic media
c) Friends and relatives
d) If any other, please specify…………………………………………
a) Cheap
b) Affordable
c) Costly
87
9) Are, all your queries and complaints promptly being attended to?
a) Yes
b) No
10) Are you satisfied with the bill services of Reliance India Mobile?
a) satisfied
b) not Satisfied
Give reason…………………………………………..
11) Did you find any mistake or /and surplus on your bill services?
a) Yes
b) No
12) Did you find any distance problem of web world from your location, if yes
then how many km do you prefer from your location?
a) 0-1 km
b) 1-2 km
c) 2-2.5km
d) 2.5km above
a) Nokia
b) Samsung
c) L.G
e) Nokia
f) Samsung
g) L.G
88
15) Which language do you prefer for understanding the bill?
a) English
b) Kannada
c) Hindi
d) Other language
a) Yes
b) No
17) Are you satisfied with all the schemes/ tariff services provided by Reliance
Infocomm?
a) Yes b) No
a) Satisfied d) Business
a) Not Satisfied e) Employee
b) Not able to tell f) Student
19) Reliance cellular always believes in giving you best services to its customers.
Would you like to give your suggestions to improve the services?
89