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STUDY ON CUSTOMER SATISFACTION


RELIANCE COMMUNICATION/INFOCOM

PROJECT REPORT SUBMITED TO THE


BANGALORE UNIVERSITY, BANGALORE
FOR THE PARTIAL FULFILLMENT OF THE DEGREE

MASTER OF BUSINESS ADMINISTRATION

SUBMITED BY

RAJENDRA GUPTA
REG. NO. 05MJCM 6032

Research Guide
Prof. REDDY KUMAR

BANGALORE UNIVERSITY

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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.

The network coverage and tariffs of Reliance Infocomm is the most


attractive feature for customers. The overall general performance other than the
billing system of Reliance Infocomm was found to be good.
It can be concluded that the prominent dissatisfaction factor is about the
billing system of Reliance Infocomm. It is recommended that the company should
revamp its billing, so that bills are generated on a regular basis. Also, it is
recommended that the recently launched prepaid concept should be marketed
aggressively. Reliance Infocomm should come out with special offers (eg; -
students offers) to attract more customers.

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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.

The Objectives are:


• To analyze the customer response towards Reliance Infocomm in
Bangalore city.
• To evaluate the Brand Image opinion of the customer.
• To know about the customer acceptance of the product.
• To identify customer problem of Reliance Infocomm.
• To know how far customer satisfied with company’s product and services.
• To know customer preferences and disking regarding of bills.
• To know customer perception towards on Reliance Infocomm.
The alternative to take a sample is the taking of a census a complete enumeration
of every unit member in the entire phenomenon being studied. Consider a case
where a firm wants information about the clients in a certain industry. So typically
we relay on samples and for which we must select a sample method.
• There are some major reasons especially to market rituals for deciding to
take a sample:
• Clearly define the problem objective
• A decision has to be taken concerning a sample unit before selecting
sample.
• If sample is possible what should be the size of the sample
• How many such selected sample is needed for customer
• 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?
• What is the confidence level for accepting the estimates cost
consideration.

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CHAPTER 1: INTRODUCTION

1.2 General Introduction :


In today’s market customer service and satisfaction has become very
important without which the companies are finding it difficult to complete in the
market place.

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.

1.3 Theoretical Background of the Study


For the purpose of this study, the following concepts were formally relevant
and are explained under.

Defining service phenomenon:


As we have noticed that in today’s market no industry is able to service without
rendering proper service. The service rendered by the company may be either after
sales service, offered for sale etc.

According to American Market Associates 1969, define service as a activities,


benefits, or satisfaction which are offered for sale or provided in connection with
the sale of goods.

From the definition we come to know that service is concerned with

1) The right to posses and use a product (rented goods/service).


2) Repair or improvement of a product owned by a customer. (owned
goods/service )

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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.

Services are activities which are intangible in nature; therefore standardization is


one of the major issues in service. Also, services are typically delivered by
employees of the service provided in some cases technological resources,
therefore there is also a need to manage the human resources.

In addition, unlike the manufacturing sector where production, distribution, and


consumption are separate activities, in services those three simultaneous
processes. In fact, services are so varied and diverse that one need to classify them
to identify selected areas which need to be managed strategically.

1.4 INDUSTRIAL BACKGROUND OF THE STUDY

The Indian telecommunications Network with 77m telephone connections is the


fifth largest in the world and is the second largest among the emerging economies
of Asia. Today it is the fastest growing market in the world and represents unique
opportunities for UK companies in the stagnant global scenario. Tele-density,
which was languishing at 2% in 1999, has shown an impressive jump to 7% in
2003 and is set to increase to 20% in the next five years beating the Govt target by
three years. Accordingly, India requires incremental investments of USD 10-15
bln for the next five years.

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%

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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

Size of the 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

The telecom industry continues to be on a roll, led largely by a boom in cellular


telephony, although growth of landline phones and internet connections continue
to be ‘held up’. Cellular growth has been triggered by the introduction of unified
licensing regime by the Government to enhance competition and create a level
playing field between the GSM and CDMA players. There has been a crash in the
tariffs and handset prices by almost 70% over the last 4-5 years coupled with easy
financing schemes and bundling of handsets with connections by operators.

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.

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.

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Top 10 Telecom Service Providers

Turnover in £ Growth Service Provider


Company Name
Million % Profile
FY2002-03 FY2001-02
BSNL 3619 3550 2 Integrated Services
Basic, cellular and
MTNL 793 841 -6
ISP
Long Distance
VSNL 633 933 -32
Services
Bharti Televentures 406 195.6 107 Integrated Services
Idea Cellular 142 79 80 Cellular Services
Hutchison Max
Telecom 93.5 73.2 28 Cellular Services
(Orange)
ILD and ISP
Data Access 83.2 6.31 1,217
Services
Spice
72.3 64.1 13 Cellular Services
Communications
BPL Mobile 68.7 61.5 12 Cellular Services
Hutchison Essar
Telecom 63.6 50.3 25 Cellular Services
(Delhi)

Total 5973 5854 2

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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

Fixed Service Provider (FSPs)

The Government has allowed unlimited competition in the basic sector.


Considering the inherent advantage of scale that the incumbent state operators
have, the private companies are setting their networks very selectively and
targeting corporate clients with value added services. The government has
introduced unified license for fixed and mobile service providers. This will allow
all phone companies to become mobile operators by offering cellular and
landline/WLL-M services under a single authorisation, ending service-specific
licensing. Full unification is expected to take place soon when operators will be
able to offer any service using any technology.

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.

Cellular Mobile Telephone Service (CMTS)

There are 25 private companies providing Cellular Services in 19 Telecom Circles


and 4 Metro cities, covering 1500 towns across the country. Presently, there are
five private service operators in each area, and an incumbent state operator.
Almost 80% of the cellular subscriber base belong to the pre-paid segment.

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.

International Long Distance Services

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.

National Long Distance Services

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.

Global Mobile Personal Communication by Satellite (GMPCS) Service

Government of India introduced GMPCS Service in Aug 98 on certain terms and


conditions such as FDI cap of 49%; location of Gateways in India /maintenance of
Gateways with organisation designated by the Government; award of licenses on a
“first-come-first serve basis” without any limit after clearance of individual
proposals for security angle.

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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%.

Public Mobile Radio Trunked Service (PMRTS)

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 Telecom Equipment Industry

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

2.1 Statement of the problem:

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”

2.2 Need of the Study:

• To know how for customer has satisfied or dissatisfied with services


offered by the company.

• To know the reasons for customer dissatisfaction.

• To find the level of services offered to customers.

• To find whether customer’s queries are attended properly.

• To know desired service quality for clients.

2.3 Objectives of the Study:

• To analyze the customer response towards Reliance Infocomm in


Bangalore city.

• To evaluate the Brand Image opinion of the customer.

• To know about the customer acceptance of the product.

• To identify customer problem of Reliance Infocomm.


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• To know how far customer satisfied with company’s product and services.

• To know customer preferences and disking regarding of bills.

• To know customer perception towards on Reliance Infocomm.

2.4 Scope of the study:

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.

Expected Contribution of the study:

• To break the gap between customers and Company

• To provide more effective customer services

• To provide training on customer relation to the staff member so that they


can provide better services.

• To attend to customer queries properly.

• To be efficient in the services rendered by the company.

• To provide timely accurate information on request of the customers

• To entered door to door customer service facilities.

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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”

The decision regarding are as follows:

• A thorough review of literature to understand the theory of customer


service and satisfaction.

• Review of literature to understand recent development in the field.

• Formulation of questionnaire to capture primary data.

• Defining objective of the study.

• Preparation of data and analysis of plan.

• Analysis and interpretation of primary data.

• Setting of hypothesis and testing of the same

• Conclusions of the primary data.

A research study constitutes a research design .A research design is the


management of data in a manner that aims to combine relevance to the research
purpose with economy in proceedings. The Research design has seen similarity to
descriptive of a model and design should comprise only what research need frame
work.

• Plan out the details for testing and implementing the work.
• Explain the proposed study to others.

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Three basic type of Research design:

• Exploratory Research design


• Descriptive Research design
• Casual or Experimental research design

Our study is based mainly on descriptive research design because:

• An objective is clearly formulated.


• The technique of data collection is planned.
• Selection of sample (or sample size) is planned.

2.6 Sampling plan:

The alternative to take a sample is the taking of a census a complete enumeration


of every unit member in the entire phenomenon being studied. Consider a case
where a firm wants information about the clients in a certain industry. So typically
we relay on samples and for which we must select a sample method.

• There are some major reasons especially to market rituals for deciding to
take a sample:

• Clearly define the problem objective

• A decision has to be taken concerning a sample unit before selecting


sample.

• If sample is possible what should be the size of the sample

• How many such selected sample is needed for customer

• 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?

• What is the confidence level for accepting the estimates cost


consideration

Sampling is necessary on biological and many other science studies because of


impossibility of finding all of the population.

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Method of sampling:
There are different types of sampling methods they are:

A. Probability sampling or Random sampling:

• Simple random sampling


• Systematic sampling
• Stratified sampling
• Cluster sampling
B. Non probability or Non random or Judgment sampling

• Convenience or accident sampling


• Purposive sampling
• Quota sampling
• Judgment sampling.

Probability Sampling:- Probability sampling is based on the theory of


probability. It is also known as random Sampling. It provides a non zero chance of
selection for population elements.

a) Simple random sampling: - Simple random sampling select samples


by method that allows each possible sample to have an equal probability of being
picked and each item in the entire population to have chance of
being considered in the sample.

b) Systematic sampling:- Elements are select from the population at


uniform intervals that is measured in time, order or space. Systematic sampling
has certain plus points. It can be taken as an improvement over a sampling
random. Sampling is spread non evenly over the entire
population. It is an easier and costly method of sampling.

c) Stratified random sampling:- The population is sub divided into


homogeneous groups or strata and for each stratum random is sampling is drawn.
The resulting stratified sample is a combination of two or more samples from

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parts or strata of the population. The advantages of stratified
sampling are that when they are properly designed.

d) Cluster random sampling:- It means either sampling random


selection or stratified random selection. Cluster random selection of sampling
consisting of population elements.
Non random sampling:-Non random sampling or Non probability sampling does
not adopt the theory of probability and it does not give a representative sample of
Population.
1. Convenience Sampling: The researcher selects the most accessible
population members from which to obtain information.
2. Quota Sampling: The researcher finds and interviews a prescribed
number in each of a several categories.
3. Judgment Sampling: The researcher uses a judgment to select
population members who are good prospects for accurate information.
For this research, researchers use convenience sampling method.

2.7 Sources of data:


Data collection is a key activity of social research. There are numerous possible
sources of data. Any way, there is determination that is special to each project. A
step towards that determination is having the first general classification of sources,
which we now offer in several dimensions. Location of the data sources is an
option to be considered traditionally. There are three common types of locations.

• Where the subject lives ( at home )


• Where the subject works
• On the subject on at traffic location.

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.

2. External sources: When the internal sources are insufficient, the


organization will have to depend on external sources. The external
sources can be categories into Primary data & Secondary data.

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.

Methods of collecting primary data:

Following way to collect primary data in questionnaires, research such as

• 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.

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Interview Method:

The interview method of collecting data involves presentation and or verbal


structure and reply in terms of oral or verbal responses.
This method can be used through:

1. Personal interview
2. Telephone interview.

Personal interview method requires a person known as the interviewer asking


questions generally in a face to face contact to the person.

Interview which is conducted by telephone is called as telephone interview. It may


be called indirect interview.

Questionnaire Method:

A questionnaire is a formalized set of question for selection of information and a


common form of measurement in marketing research.
(For this research, researcher used questionnaire to measure :- )

There are two kinds of questionnaire:

• Open ended question: Questions that allow respondents to answer in


their own words are called as open ended question.
• Close ended question: Questions that allow respondents to answer with
all possible options, which is decided by researcher , responds to make all
valid answer, it is easier for both interviewer and the respondent.

In this research, researcher used close ended question.

22
2.8 Data collection instruments:

Data collection instrument was a field questionnaire developed. Protested and


administered to respondents in Bangalore city.

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.

2.9 Organization of the Field 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:

• The sample size was determined by Reliance Infocomm considering many


customer of the total number of customer received covered in Bangalore
city.

23
• 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.

2.10 Over View of the Report:

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.

2.11 Limitation of the study:

 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
24
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.

2.12 Formulation of Hypothesis:

In this study two hypothesis have been formulated.


They are as follows:

• Null Hypothesis (H0): Null hypothesis which represent the need for
customers services and satisfaction in today’s market.

• Alternative Hypothesis (Hi): Alternative Hypothesis which represent there


is no need for customer services and satisfaction in today’s market.

• If null hypothesis become true the alternative hypothesis will be false. On


the other hand, if null hypothesis becomes false the alternative Hypothesis
will become true.

25
CHAPTER 3: PROFILE OF THE ORGANIZATION AND
RESPONDENTS
PART A

3.1 RELIANCE INFOCOMM ORGANISATION

Telecommunication networks are the infrastructure for provisioning


infocomm services all businesses today are dependent on telecom to continue their
day to day operations the range and quality of services that can be provisioned is
determined by the quality of the network deployed

This marks the beginning of Reliance's dream of ushering in a digital


revolution in India by becoming a major catalyst in improving quality of life and
changing the face of India. It aims to achieve this by putting the power of
information and communication in the hands of the people of India at affordable
costs.

The wireless access network deployed for CDMA 1X is spectrum efficient


and provides better quality of voice than other networks and higher data rates.

Reliance Infocomm will offer a complete range of telecom services,


covering mobile and fixed line telephony including broadband, national and
international long distance services, data services and a wide range of value added
services and applications that will enhance productivity of enterprises and
individuals.

Reliance India Limited, head quarter is located in Mumbai is managed by


experts in various departments. Workforces are available for training and guide all
operation in the field.

A CORPORATE PROFILE

Today Reliance India has become a legend. Behind it is a saga of determination


and pursuit of excellence .A sprit of enterprise that has made Reliance India a
complex, multidimensional giant, ever at the service of million of people in India
.How did it all begin?
26
HISTORY

Reliance India Mobile, the first of Infocomm's initiatives was launched on


December 28, 2002, the 70th birthday of the Reliance group founder, Shri.
Dhirubhai H. Ambani.RIC commercially launched its services in May 2003 and
within the first 7 months emerged as India's largest mobile service operator
In January 2004, Reliance Infocomm (RIC) acquired 100 per cent of the undersea
cable company, FLAG Telecom for US$ 211 million through Reliance Gateway
Net Limited, a wholly owned subsidiary of RIC.

Today, Reliance Industries Limited (RIL) is India's largest private sector


company on all major financial parameters with gross turnover of Rs 74,418 crore
(US$ 17 billion), cash profit of Rs 9,197 crore (US$ 2.1 billion), net profit of Rs
5,160 crore (US$ 1.2 billion), net worth of Rs 34,452 crore (US$ 7.9 billion) and
Total assets of Rs 71,157 Core (US$16.3billion).

ABOUT THE ORGANISATION

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.

THE WORLD OF RELIANCE INDIA

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.

The reliance infocomm network consists of 60,000 kilometers of optical


fibres cables spanning the length and breadth of India these cables can carry
thousands of billions of bits per second and can instantly connect one part of the
country with another. This physical network and its associated infrastructure will
27
cover over 600 cities and towns in 18 of the country’s 21 circles, 229 of the
nation’s 323 long distance charging areas (L C DAs) and broadband connectivity
to over 190 cities. This infrastructure will be backed by state of the art information
management systems and a customer focused organization.

HOW THE COMPANY OPERATES

Touchy, Reliance India is proud to have elevated into a full-blown industry


with considerable volume and prestigious position.

To remain at the top, reliance India invests substantial amounts of capital


in developing and keeping a best with new technology at “Current knowledge”
levels. Training employees every year in different disciplines. Pre-empting marker
needs, the employees are initiated into thinning beyond today, planning ahead for
tomorrow.

THE COMPANY OBJECTIVE

In one word “manifold” is the catchword for describing its objectives.


From attaining peak professionalism to earning the trust of every probable
customer locally, that is what the company aims for.

In a sense it’s a multidimensional drive to Maintain high quality at all times;

 Create a peaceful and harmonious working environment;

 Maintain leadership in the market through excellence in service and


product and

 Gains trust and respect as a socially responsible corporate citizen and earn
the confidence of customer and stockholders.

28
MISSION:

QUALITY THE COMPETITIVE EDGE

With telecom marketing and Servicing a sits core business to achieve


SCEs and become the biggest and most skilful multiple retailing and distributing
organization with a dynamic, flexible and market and market responsive approach
to present and future opportunities for profitable growth.

Success in the company’s mission will be measures by excellence in


service to customers, the integrity and ability of the employee’s confidence of the
shareholders and the suppliers and by being respected by the community as a
responsible corporate citizen. Thus, pursuing the excellence through canines.

RESEARCH AND DEVELOPMENT SPARKS QUALITY

To provide excellence and quality, Reliance’s Research and Development


wings are working queasily to upgrade the quality of the merchandise. Fully
equipped and manned by highly skilled qualified people, the units are ever alert
and vigilant.

VISION:

Reliance Infocomm envisions a digital revolution that will sweep the


country and bring about a New Way of Life. A digital way of life for a New India.

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.

Users of Reliance Infocomm's full range of services would no longer need


audiotapes and CDs to listen to music. Videotapes and DVDs would not be
necessary to see movies. Books and CD ROMs would not be needed to get
educated. Newspapers and magazines would not be required to keep abreast of
events. Vehicles and wallets will become unnecessary for shopping.

Reliance Infocomm will disseminate information at a low cost. "Make a


telephone call cheaper than a post card". These prophetic words of Dhirubhai
Ambani will be a metaphor of profound significance for Reliance Infocomm.

Reliance Infocomm will regularly unfold new applications. Continually


adapt new digital technologies. Create new customer experiences. Constantly
strive to be ahead of the world.

Reliance Infocomm will transform thousands of villages and hundreds of


towns and cities across the country.

Above all, Reliance Infocomm will pave the way to make India a global
leader in the knowledge age.

INFOCOMM BUSINESS

Reliance Infocomm will offer a complete range of telecom services, covering


mobile and fixed line telephony including broadband, national and international
long distance services, data services and a wide range of value added services and
applications that will enhance productivity of enterprises and individuals.

Reliance India Mobile, the first of Infocomm's initiatives was launched on


December 28, 2002, the 70th birthday of the Reliance group founder, Shri.
Dhirubhai H. Ambani.

This marks the beginning of Reliance's dream of ushering in a digital revolution in


India by becoming a major catalyst in improving quality of life and changing the
face of India. It aims to achieve this by putting the power of information and
communication in the hands of the people of India at affordable costs.
30
Reliance Infocomm will extend its efforts beyond the traditional value chain to
develop and deploy telecom solutions for India's farmers, businesses, hospitals,
government and public sector organizations. Infocomm is the synergy of
information and communication services.

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 Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's


largest business house with total revenues of over Rs 99,000 crore (US$ 22.6
billion), cash profit of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200
crore (US$ 1.4 billion) and exports of Rs 15,900 crore (US$ 3.6 billion).

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.

The Reliance Group Companies include: Reliance Industries Limited, Reliance


Capital Limited, Reliance Industrial Infrastructure Limited, Reliance Telecom
Limited, Reliance Infocomm Limited, Reliance General Insurance Company
Limited, Indian Petrochemicals Corporation Ltd. and Reliance Energy Ltd.

Reliance India Mobile brings you CDMA 1X - a 3G (third generation) technology


with superior voice quality (less call drops, reduced background noise, minimal
interference with other electronic devices) and high-speed data capabilities.
CDMA is popular with over 135 million subscribers worldwide, and the number is
increasing exponentially.

The advanced design and architecture of Reliance India Mobile network


effectively integrates high bandwidth wireless data capability of CDMA 2000 1x
technology, custom made software and hardware on Reliance India Mobile
handsets, powerful servers running on indigenously developed Reliance
Application Platform (RAP) and Reliance Infocomm's nationwide fiber optic
backbone with terabit capacity.

This unique combination of technologies enables Reliance India Mobile phones to


have hitherto unavailable broadband capability, necessary for audio and video-on-
demand services. The multimedia capabilities of Reliance India Mobile service
are unique in India and the world.

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

• Appointment of feet on street (FOS)


• Data allocation of the customer to the FOS on the basis of areas
allocation.
• Data include customer name, cell no, address & the out standing amount.
• Issuing of ID cards on the appointment along with receipt books, waiver
forms, surrender forms are handed over to the FOS.
• After collecting the payment the amount collected should be remitted to
over the counter (OTC) within 24 hours of collection.
• At the end of each day collection the FOS has to fill up the daily
collection
report (DCR) given to them, which reflects the no of customers met on the
specific day and the amount collected.
• At the end of the day the report must be submitted to the supervisor
assigned to them. This is compulsory.

Classification:

• Collection of bills due


• Collection of over due bills
• Collection of post dated cheque (PDC) amount cue arising from bouncing
of PDCs
• Collections from barred customers on account of high usage
33
• Legal notice and recovery
• Recovery of handsets

Where to make Payment for a direct walk in customer?

• Web world
• Drop box
• CCP’s (cash collection points)
• Reliance Infocomm Office’s
• Banks

How to make payments?

• 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

Collection process overview:

Delinquent accounts are captured in collections department, classified on various


preset parameters and referred to collections.

Process for collections.

• 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

Uttar Pradesh (East)

Uttar Pradesh (West)

West Bengal

Union Territories:

Chandigarh

Pondicherry

37
3.2 Organization structure

Reliance infocomm

Human Billing Telecalling Marketing


resource Accounts &collection

38
3.3 Functional Departments

DEPARTMENT

HIERARCHAL STRUCTURE

(BILLING AND COLLECTION DEPARTMENT)

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

4.1 Classification & Tabulation of Data.


After the necessary data have been collected, they are tabulated by way of
statistical summary in accordance with the objectives studied.
Classification: Classification of raw data collected was done so as to reduce large
volume to homogenous group and so as to arrive at meaningful relationship.
Broadly the data can be classified on the following four basics:-
1. Quantitative- According to magnitude.
2. Geographical- According to city area.
3. Qualitative- According to attributes.
4. Chronological- According to occurrence of the event in time.

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.

4.2 Analysis and Interpretation of Data:


Interpretation of data:- Interpretation is the search for boarder meaning of
the research findings. To do this, the researcher uses his experience in the field,
theoretical knowledge and commonsense. First there is an attempt to establish
continuity in research by linking the results of one inquiry with those of another.
Interpretation, the stage that spans analysis and the final step in which conclusion
is drawn and recommendations are made.

42
Table-1
Users-usage particular.

Users No. of respondent Percentage(%)


Less than 3 months 10 10
3 to 6 months 15 15
6 to 1 year 48 48
Above 1 year 27 27
Total 100 100

Source: Primary Data

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

Purpose of using the Reliance India Mobile.

Users No. of respondent Percentage(%)


Business 56 56
Professional 16 16
East Communication 25 25
Status 03 03
Total 100 100

Source: Primary Data

Inference:

The percentages of purpose of usage of RIM are follows.


56% exclusively of users are for business purpose,
16% for professional purpose,
25% for easy communication,
3% in favors of RIM for their social status.

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

Feature voting by customer.

Users No. of respondent Percentage(%)


Service 62 62
Brand Image 23 23
Quality 10 10
Price 05 05
Total 100 100

Source: Primary Data

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

Service rating by customer.

Users No. of respondent Percentage(%)


Excellent 28 28
Good 47 47
Average 20 20
Poor 05 05
Total 100 100

Source: Primary Data

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

Feature rating by Reliance India mobile.

Users No. of respondent Percentage(%)


Customers 40 40
Model 30 30
Quantity 16 16
Technical collaboration 14 14
Total 100 100

Source: Primary Data

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

Awareness of Reliance India Mobile.

Users No. of respondent Percentage(%)


Friends & Relations 25 25
Company executive 18 18
Myself 54 54
Others 03 03
Total 100 100

Source: Primary Data

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

Media in favour of Reliance India Mobile.

Users No. of respondent Percentage(%)


Print Advertisement 40 40
Company Executive 30 30
Myself 16 16
Others 14 14
Total 100 100

Source: Primary Data

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

Cost Wire Efficiency.

Users No. of respondent Percentage(%)


Cheap 24 24
Affordable 56 56
Costly 20 20
Total 100 100

Source: Primary Data

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

Opinion of Respondent with respect to attending of


queries and complaints.

Users No. of respondent Percentage(%)


Yes 30 30
No 70 70
Total 100 100

Source: Primary Data

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

Opinion of Respondents about services of bills.

Users No. of respondent Percentage(%)


Yes 25 25
No 75 75
Total 100 100

Source: Primary Data

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

Opinion of Respondent on mistakes & distribution of


bills.

Users No. of respondent Percentage(%)


Yes 40 40
No 60 60
Total 100 100

Source: Primary Data

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

Opinion of Respondent regarding the distance problem


from location.

Users No. of respondent Percentage(%)


0-1 80 80
1-2 14 14
2-2.5 5 05
2.5-3 1 01
Total 100 100

Source: Primary Data

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

Satisfaction of customers regarding Reliance India


Mobile.

Opinion No. of respondent Percentage(%)


Satisfied 71 71
Not satisfied 20 20
Indifferent 9 9
Total 100 100

Source: Primary Data

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

Opinion respondent regarding brand for handset.

Handset No. of respondent Percentage(%)


Nokia 25 25
Samsung 20 20
LG 55 55
Total 100 100

Source: Primary Data

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

Opinion responding regarding for language.

Language No. of respondent Percentage (%)


English 30 30
Hindi 05 05
Kannada 25 25
All together 40 40
Total 100 100

Source: Primary Data

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.

Here in table shown that


40% are accept 3 language
30% in English
25% in Kannada and
05% in Hindi.

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

Opinion of respondent about the color panels.

Panels No. of respondent Percentage (%)


Nokia 60 60
LG & Samsung 40 40
Total 100 100

Source: Primary Data

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

Opinion respondent of schemes & tariffs.

Schemes & Tariffs No. of respondent Percentage(%)


Yes 60 60
No 40 40
Total 100 100

Source: Primary Data

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

Satisfaction of customers regarding Reliance India Mobile.

Opinion Business Employee Student Total

Satisfied 20 30 3 53

Not Satisfied 10 5 5 20

Indifference 8 12 7 27

Total 38 47 15 100

Source: Primary Data

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

Business Employee Student

78
4.3 Testing of Hypothesis:-

Hypothesis testing is one of the important uses in research to prove substantive


hypothesis. It is also one of the key features in scientific and statistics. In this
project, the researcher has undertaken descriptive research design for which
scientifically testing is not required. It can be done on the basis of analyzing raw
data, which has been collected from veracious sources. According to the field
survey through questionnaire by conducting interviews with the customer of the
company.

Data Presentation

Expected Business Employee Student Total

Satisfied 20 30 3 53

Not Satisfied 10 5 5 20

Difference 8 12 7 27

Total 38 37 15 100

Hypothesis (All customers are satisfied)

a) Calculating the Expected Frequency of hypothesis that all customers are


satisfied.

E11 = (53 ÷ 100) * 38 = 20.14

E12 = (53 ÷ 100) * 47 = 24.91

E13 = (53 ÷ 100) * 15 = 7.95

79
b) Calculating the Expected Frequency of hypothesis that all customers are Not-
satisfied.

E21 = (20 ÷ 100) * 38 = 7.60

E21 = (20 ÷ 100) * 47 = 9.40

E21 = (20 ÷ 100) * 15 = 3.00

c) Calculating the Expected Frequency of hypothesis (In-difference).

E31 = (27 ÷ 100) * 38 = 10.26

E32 = (27 ÷ 100) * 47 = 12.69

E33 = (27 ÷ 100) * 15 = 4.05

Expected Frequency of Hypothesis

20.14 24.91 7.95

7.60 9.40 3

10.26 12.69 4.05

80
In the Table Below

O – Age group that is satisfies and not-satisfy in difference.


E – Expected Frequency.

O E O-E (O - E)² (O - E)²/E

20 20.14 -0.14 0.0196 0.000973

10 7.60 2.4 5.76 0.7578

8 10.26 -2.26 5.1076 0.4978

30 24.9 2.1 4.41 0.1770

5 9.40 -4.4 19.36 2.0595

12 12.69 -0.69 0.4761 0.0375

3 7.95 -4.95 24.5025 3.0820

5 3 2 4 1.33

7 4.05 2.95 8.7025 2.048


Σ = 9.990573

So x²=Σ[(O-E)²/E] =9.990573

r= Row

c=column

V = (r-1) (c-1)

= (3-1) (3-1) = 4

so if V=4 and x²=9.990573 from the table.

If their x² 0.05 from table is less than

x² = Σ [(O - E)²/ E ] so it means that the table value 9.48773, it means the

Hypothesis of all the customers are not equally satisfied.

81
Conclusions
Modern marketing is customer oriented. The study on customer service and
satisfaction is very essential for every marketing to make any decision.

After studying the various market surveys we found that

 Need to spend more on advertising.


 Need to conduct Agent oriented seminar.
 The communication skill of the FOS to be improved.
 To provide better service of billing department.
 To be polite while dealing with customers.

The following are the major finding of the study.

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.

This could be due to

• 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:-

1) To understand the current demand of the customer, Reliance Info com


should conduct regular market survey.
2) Now a day’s additional feature in the form of radio is provided in some
mobiles. RIM should also provide such facility so that the customers who
are not aware of R-world can utilize such facility.
3) Advertisement should be done to cater the new market segments and
attract customers.
4) Provide RIM to new customer which should address the customer needs.
5) The front office executives should be professional in their approach in
handling tricky customers.
6) Training should be given to Agents and FOS on customer relationship
management which should help them to provide better customer services.

84
BIBILOGRAPHY

1. MARKETING MANAGEMENT PHILIP KOTLER


2. HUMAN RESOURCE MANGEMENT ASWATHAPHA
3. WEBSITE WWW.RIL.COM

85
QUESTIONNAIRES

Name :
Address:
Sex : Male Female
Occupation:
Marital Status: Single Married

1. How long have you been using cellular phone?

a) Less than one month


b) One to three month
c) Three to six month
d) Six month r above

2 For what purpose you are using cellular phone?

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

5) If you want to purchase a mobile which thing are you prefer?

a) Price
b) Model
c) Quality
d) Technical collaboration

6) Who promoted you to go for cell phone?

a) Friends and relatives


b) Company executives
c) Yourself
d) if any other, please specify………………………………………….

7) How do you know about Reliance cellular?

a) Print advertisement
b) Electronic media
c) Friends and relatives
d) If any other, please specify…………………………………………

8) How do you feel about the cost of Reliance cellular?

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

13) Are you satisfied with Reliance India Mobile?

a) Nokia
b) Samsung
c) L.G

14) Which Mobile you own?

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

16) Are you happy with present color of panels?

a) Yes
b) No

17) Are you satisfied with all the schemes/ tariff services provided by Reliance
Infocomm?

a) Yes b) No

18) What is your profession and you are……….

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?

Give reasons ……………………………………………………


………………………………………………………………….

89

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