PRESENTED BY:

The behavior of consumers while shopping or making other marketing

decisions.

Limitations in consumer knowledge or information processing abilities
influence decisions and marketing outcome.

The psychology of how the consumer is influenced by his or her
environment (e.g., culture, family, signs, media).

The psychology of how consumers think, feel, reason, and select
between different alternatives (e.g., brands, products).

"The study of individuals, groups, or organizations and the
processes they use to select, secure, use, and dispose of
products, services, experiences, or ideas to satisfy needs
and the impacts that these processes have on the consumer
and society."
An independent arbiter for resolving license disputes between the government
and the industry.

An authority responsible for setting guidelines for the pricing of tele services
provided to an Indian consumer

The Telecom Engineering Center (TEC) which ensures that all CMT providers
abide by international standards.

The department of telecommunication in its role as an access provider to the
countrys basic telephone network by providing interconnection facilities and
also the administering of license fees.

For the past decade or so, telecommunication activities have gained
momentum in India.

Efforts have been made from both governmental and non-
governmental platforms to enhance the infrastructure.

The idea is to help mordern telecommunication technology penetrate
Indias socio-culturally diverse society, and to transform it into a nation
of technology aware people.

For the month of September 2007
Additions in lakh
a)
September'06 September'07 Growth (%)
59.12 76.53 29.45%
b)
April-September'06 April-September'07 Growth (%)
279.12 428.02 53.35%
c)
Number of telephones (cumulative) as on
* Growth (%)
1700.04 2486.70 46.27%
The CDMA Phones (PSUs & Pvt.) at the end of September'07 are(in lakh) 550.99
Comparative status of Fixed lines and Mobile telephones in India
Type September 2006 September 2007 Growth%
Fixed wire line
subscribers
40.5 million 39.5 million -2.46
Wire less
(GSM+CDMA)
129.5 million 209.0 million 61.38
Total 170 million 248.5 million 46.17
Broadband connections have continued growth since
beginning on 2006.

Total broadband connections in the country have reached 2
million

The Government managed companies are now offering
speeds up to 2 Mbit/s

The telecom services market is regulated by TRAI.

Although broadband law of 2004, changed the definition
for broadband to 256 kbit/s always on, most ISPs found
that they can provide broadband with a capping of data
that can be downloaded.

ADSL providers include:
Tata Indicom (VSNL)

MTNL/BSNL

Bharti Telecom (Airtel, Bharti Televentures)

Reliance Communication

VISION
To be the most admired Telecommunication Company
through innovation and

MISSION
Deliver total Telecommunication Solutions by offering
innovative products and services through superior
technology, ensuring customer delight.

HFCL's vision is to provide cost effective futuristic
telecom solutions.

HFCL is focused on developing the state-of-art
technologies and intellectual property to maintain a
competitive leadership and a sustained long-term
growth.

Established in the year 1987, Himachal Futuristic Communications
Ltd. has developed a vast base for indigenous telecom equipment
manufacturing in India.

It started with manufacturing transmission Equipment

A combination of long-term vision and proactive business strategy
has helped Himachal Futuristic Communications Ltd. achieve a
leadership position.

HFCL's reputation is built upon its technological expertise and in its
sophisticated manufacturing plants.

CONNECT's Broad band fibre network is enabled for
interactive multi media services,

CONNECT has also provisioned fiber connectivity to the
larger Corporate houses and Industrial areas.

CONNECT provides an uninterrupted service with large
Centrally administered state of the art digital switches

LANDLINE TELEPHONY
CONNECT MOBILE
PHONE CARDS
INTERNET SERVICES
PCO SERVICES
PUBLIC ACCESS TERMINALS
PHONE CARDS
LANDLINE TELEPHONY
INTERNET & DATA SERVICES
MOBILE TELEPHONY
VALUE ADDED SERVICES

Whole of Punjab is accessible from every CONNECT local phone. Just
dial 95+ STD CODE without '0'+ destination number. & talk anywhere
in Punjab.
You can connect to Delhi and the NCR that includes Noida, Ghaziabad,
Faridabad and Gurgaon from Punjab without actually subscribing for
any STD facility.
Value for money tariff plans.
4 hour customer care service.
You can dial 1929 to know about your outstanding bill amount, due
date of payment and last payment received.
State-of-the-art digital network.
Customized tariff plans to meet your specific requirement.
All CONNECT wire line connections are Net Ready by default. Just plug
in and surf.
Ease of subscription.

Home User
Business User
RELIANCE ADA (ANIL DHIRUBHAI AMBANI) GROUP
RELIANCE ADA GROUP
To study the landline and broadband services of Reliance
Communication, HFCL Connect, BSNL, AirTel.

To study the satisfaction level of the customers with respect to quality,
technical support/services, delivery schedule, commercial term rates
provided by Reliance Communication

To study the marketing strategy adopted by Reliance Communication
and other landline/broadband service providers (BSNL, Airtel &
Connect) in Chandigarh

To examine the consumer satisfaction regarding their brand choice,
availability of their preferred brand and prices of the
telephonic/broadband services.

SAMPLE SIZE
Keeping in view the limited resources of time, money and test
material a limited sample of 100 respondents was taken

SAMPLING TECHNIQUE
It was very difficult to take out the information from my
sample population and then randomly select the respondents

Probability sampling-
A random sample is one which is selected in such a way that
every item in the population has equal chances of being
included.

DATA COLLECTION TECHNIQUES
PRIMARY DATA
SECONDARY DATA

DATA ANALYSIS
Its purpose is to produce information that will help
address the problem at hand the selection of data
analysis strategy must begin with a consideration of
earlier steps in the process: problem definition,
development of an approach and research design.

X-axis Y-axis (in %)
Connect 34
BSNL 39
Reliance 12
AirTel 10
Others 5
Y-axis (in %)
0
5
10
15
20
25
30
35
40
45
Connect BSNL Reliance AirTel Others
Y-axis (in %)
X-axis
Y-axis(in
%)
Land line telephony 29
Connect 2
Phone cards 19
Internet services 21
29
2
19
21
0
5
10
15
20
25
30
Land line
telephony
Connect Mobile Phone cards Internet
services
X-axis Y-axis(in %)
Connect 25
Reliance 20
BSNL 43
Air Tel 12
Y-axis(in %)
0
5
10
15
20
25
30
35
40
45
50
Connect Reliance BSNL Air Tel
Y-axis(in %)
Quality 4
Schdule/delivery 20
Commercial terms 20
sport 16
Behave of Marketing
personnels 26
4
20 20
16
26
0
5
10
15
20
25
30
Quality Schdule/delivery Commercial terms sport Behave of
Marketing
personnels
X-axis Y-axis (in%)
Connect 35
Reliance 23
BSNL 28
Air Tel 14
Y-axis (in%)
0
5
10
15
20
25
30
35
40
Connect Reliance BSNL Air Tel
Y-axis (in%)
Yes 21
No 13
Yes
62%
No
38%
Yes
No
Factors Connect Reliance BSNL Air Tel others
Quality 25 22 28 15 10
Tech support 30 25 20 5 20
Delivery 32 17 16 18 17
Commercial terms 5 35 20 19 21
Behaviour of mktng personnel 8 1 16 43 32
0
20
40
60
80
100
120
C
o
n
n
e
c
t
R
e
l
i
a
n
c
e
B
S
N
L
A
i
r

T
e
l
o
t
h
e
r
s
Behaviour of mktng
personnel
Commercial terms
Delivery
Tech support
Quality
Cheapest 23
Cheaper 21
Neutral 18
Expensive 10
Highly Expensive 5
23
21
18
10
5
0
5
10
15
20
25
Cheapest Cheaper Nutral Expensive Highly
Expensive
RATE QUALITY OF SERVICES.
X-axis Y-axis(in %)
Best 28
Better 31
Good 24
Average 12
Worst 5
Y-axis(in %)
0
5
10
15
20
25
30
35
Best Better Good Average Worst
Y-axis(in %)
Yes 19
No 15
Yes
56%
No
44%
Yes
No
WILL YOU INCREASE YOUR CONSUMPTION IF HFCL INFOTEL LTD.
OFFER AS PER YOUR EXPECTATIONS?
Yes 27
No 7
Yes
79%
No
21%
Yes
No
The prices of the HFCL Infotel Ltd. telephonic and broadband services
are dear. It should be reduced so that it can be at the reach of every
customer.

The company should have a liberal policy with the customers who
never create problems in payment terms regarding landline and
broadband services.

The credit policy against some customers must be relaxed who never
let the outstanding list any long.

The services should be available easily as demanded by the
customers regarding landline and broadband services.

The company should pay attention to the advertisements
regarding landline and broadband services.

So the company is suggested to look over these problems
otherwise the goodwill of the company can be affected.

HFCL Infotel Ltd. is holding the average share in Chandigarh
market.

HFCL Infotel Ltd.is providing satisfaction to its customers in
respect of quality, delivery & services.

It has a major market share in providing satisfaction to total
customers of HFCL Infotel Ltd. telephonic services in
Chandigarh.

Improvements in quality and delivery and schedule have to be
made. Most of the consumers are satisfied with the price and the
commercial terms.

Presence of human error
Time constraint
Sample size
Technical complexities
Non co-operation of some Respondent
Respondent biasness
Attitude