comparision of tata and reliance broadband at bareilly
TRANSCRIPT
RESEARCH PROJECT REPORT(MBA - 043)
ON
“Customer preference while purchasing wireless internet broadband service- A comparative study of Reliance
communications and Tata teleservices”
Submitted in Partial Fulfilment ofMaster of Business Administration (MBA)
Programme: 2009 -11Of
Gautam Budhha Technical University, Lucknow
Under the Supervision of SUBMITTED BY(M/s Priyanka Sharma) Anup Kumar SinghMBA Department ROLL NO. -0901470008S.R.M.S.C.E.T., Bareilly
Faculty of Management ScienceShri Ram Murti Smarak College of Engineering & Technology, Bareilly
(College Code – 014)
Shri Ram Murti Smarak College of Engineering & Technology, Bareilly (U.P.)
1
Faculty of Management Science
Certificate
This is to certify that Mr. Anup Kumar Singh, a student of MBA IV Semester has
completed his Research Project Report titled “Customer preference while
purchasing wireless internet broadband service- A comparative study of Reliance
communications and Tata Teleservices” assigned by MBA Department and under
my supervision.
It is further certified that He has personally prepared this report that is the result of his
personal survey/observation. It is of the standard expected to MBA student and hence
recommended for evaluation.
Supervisor
(Mrs. Priyanka Sharma)
Above statement is endorsed.
(Anant Kumar Srivastava)Head - MBA
Declaration
2
I hereby declare that the project, which is being presented in this report, entitled
“Consumer Perception towards service quality – Customer preference while
purchasing wireless internet broadband service- A comparative study of Reliance
communications and Tata Teleservices, is an authentic record of my own work
during the period of 4 weeks from as a part of my MBA course of GBTU Lucknow.
The information which is given by me in this report is exclusively for the
concerned organization and the institute. It would not be submitted by me anywhere
else.
Anup Kumar Singh
MBA 2nd Year
Acknowledgement
3
No work can be done in isolation and this work was no exception. It required the time
and efforts of many people without which this would have been very difficult. This
research work is based on the information provided by Reliance and Tata Teleservices
in their website. I am thankful to Mrs. Priyanka Sharma for her guidance and
encouragement in complementing my dissertation work.
I would also like to thank to our Dr. S P Gupta, Director General (SRMSCET
Bareilly) and Anant Kumar Srivastava, HOD (FMS) who gave me this opportunity to
work on my dissertation project as per requirement of GBTU MBA Curriculum.
Last but not the least I thank my parents and friends who were consistent source of
inspiration and gave me courage and resources to complete my research.
Anup Kumar Singh
Roll no.0901470008
CONTENT
TOPIC PAGE NO.
4
Chapter- 1 Introduction 1
1.1 Introduction of the topic 1
1.2 Company Overview-Reliance Communications 10
1.3 Company Overview-Tata Teleservices 19
1.4 Details about the Research Topic 31
1.5 Research question & objective 32
1.6 Research problems questions. 32
Chapter-2 Literature review 34
Chapter -3 Research Design 36
3.1 Introduction 36
3.2 Data type 36
3.3 Sample design, sample frame, sample size 37
3.4 Research instrument 37
Chapter-4 Data analysis and interpretation 41 Chapter-5 Findings and Recommendation 56
5.1 Findings 56
5.2 Recommendations 57
5.3 Conclusion 57
5.4 Limitations 58
Bibliography 59
Annexure 60
List of tables. Page no.
Table no. 1. No of users of Tata and reliance broadband 41
5
Table no 2. Factors responsible for awareness of respondents 42
Table no 3. Satisfaction of respondents with respect to price. 43
Table no 4. Impact of tariff plans on purchase decisions. 44
Table no 5. Satisfaction level of consumers over tariff plans 45
Table no 6. Response of consumers over free data usages. 47
Table no 7. Responses over internet connecting device. 48
Table no 8. Satisfaction level of consumers toward customer care. 50
Table no.9. Satisfaction level of consumers with the internet speed. 52
Table no 10. Satisfaction of consumers with respect to the service. 54
List of Figures. Page no.
6
Fig. No. 1. % of Tata and reliance wireless broadband users 41
Fig. No. 2. % of factors responsible for awareness. 42
Fig. No. 3. Satisfaction of respondents with respect to price 43
Fig. No.4. Impact of tariff plans on purchasing 44
Fig. No.5. Satisfaction level of consumers over tariff plans 46
Fig. No. 6. Response of consumers over free data usages. 47
Fig. No. 7. Responses over internet connecting device. 49
Fig. No. 8. Satisfaction level of consumers toward customer care. 51
Fig. No. 9. Satisfaction level of consumers with the internet speed. 53
Fig. No. 10. Satisfaction of consumers with respect to the service. 54
Chapter 1:- Introduction
1.1 Introduction of the topic
7
This chapter includes a brief introduction about Indian telecom Industry, about
Reliance communications and Tata Teleservices, their history and all other important
points. Besides this a detail summary of my research topic, its objective as well as
research question are covered in this chapter.
Introduction of Theme
The theme of my research report is based on “Customer preference”, where in I have
to find out the preference of customers towards wireless internet broadband services
provided by reliance and Tata. Customer preference can be analyzed on few
parameters listed as-
portability of internet connecting device
speed of internet
tariff plans
free data usage being provide to them by company
price of the service
Coverage area of the service.
Indian Telecom Industry
8
At 110.01 million connections ' Indian Telecom Industry' is the fifth largest and fastest
growing in the world. The subscriber base has grown by 40% in 2005 and is expected
to reach 250 million in 2007.
Over the last 3 years, two out of every three new telephone connections were wireless.
Consequently, wireless now accounts for 54.6% of the total telephone subscriber base,
as compared to only 40% in 2003. Wireless subscriber growth is expected to grow at
2.5 million new subscribers every month in 2007. The wireless subscriber base
skyrocketed from 33.69 million in 2004 to 62.57 million in FY 2004 -2005. The
wireless technologies currently in use ' Indian Telecom Industry ' are Global System
for Mobile Communications (GSM) and Code Division Multiple Access (CDMA).
There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19
telecommunication circles and 4 metro cities, covering more than 2000 towns across
the country. And the numbers are still growing for ' Indian Telecom Industry '. '
Telecom Industry in India ' is regulated by 'Telecom Regulatory Authority of India'
(TRAI). It has earned good reputation for transparency and competence. Three types
of players exists in ' Telecom Industry India ' community -
• State owned companies like - BSNL and MTNL.
• Private Indian owned companies like - Reliance Infocomm and Tata
Teleservices.
• Foreign companies invested like - Hutchison-Essar, Bharti Tele-Ventures,
Escotel, Idea Cellular, BPL Mobile, Spice Communications etc.
9
The ‘ Indian Telecom Industry ‘ services are not confined to basic telephone but it
also extends to internet, broadband (both wireless and fixed), cable TV, SMS, IPTV,
soft switches etc. The bottlenecks for ' Indian Telecom Industry ' are:
• Slow reform process.
• Low penetration. Service provider’s bears huge initial cost to make inroads and
achieving break-even is difficult.
• Huge initial investments.
• Limited spectrum availability and interconnection charges between the private
and state operators.
The Government Broadband Policy 2004, aims at 9 million broadband connections
and 18 million internet connections in 2007. ‘Indian Telecom Industry ' is currently
expected to contribute nearly 1% to India's GDP which is heartening and estimated to
grow further and brighten the ' Scenario of Indian Telecom Industry’
The Indian telecommunication industry is the world's fastest growing industry with
771 million mobile phone subscribers as of January 2011.It is also the second largest
telecommunication network in the world in terms of number of wireless connections
after China. See List of countries by number of mobile phones in use.
As the fastest growing telecommunications industry in the world, it is projected that
India will have 1.159 billion mobile subscribers by 2013.Furthermore; projections by
several leading global consultancies indicate that the total number of subscribers in
India will exceed the total subscriber count in the China by 2013. The industry is
10
expected to reach a size of 344,921 crore (US$76.57 billion) by 2012 at a growth rate
of over 26 per cent, and generate employment opportunities for about 10 million
people during the same period. According to analysts, the sector would create direct
employment for 2.8 million people and for 7 million indirectly. In 2008-09 the overall
telecom equipments revenue in India stood at 136,833 crore (US$30.38 billion) during
the fiscal, as against 115,382 crore (US$25.61 billion) a year before.
Internet
India has the world's third largest Internet users with over 100 million users (of whom
40 million use the internet via mobile phones) as of December 2010.[36] Internet
penetration in India is one of the lowest in the world which is 8.4% of the population,
compared to other nations like United States, Japan or South Korea where internet
penetration is significantly higher than in India.
The number of broadband connections in India has seen a continuous growth since the
beginning of 2006. As of December 2010, total broadband Internet users in the
country have reached 10.92 million. See List of countries by number of broadband
Internet users
Broadband in India is more expensive as compared to Western Europe/United
Kingdom and United States.
After economic liberalization in 1992, many private ISPs have entered the market,
many with their own local loop and gateway infrastructures. The telecom services
11
market is regulated by the TRAI and the DoT, which has been known to impose
censorship on some websites.
List of Internet Service Providers in India
This is a list of the main Internet service providers in India.
State Owned
* BSNL - servicing all of India except Mumbai and Delhi. Triple-play Broadband
Services provided by ADSL and VDSL. Also providing internet services over GPRS,
3G, as well as WiMax.
* MTNL - servicing Mumbai and Delhi. Triple-play Broadband Services provided
by ADSL under the "Tri-Band" brand. Also providing GPRS and 3G internet services.
Both companies are also pioneering 3G services in selected circles. BSNL has also
started EVDO services since November, 2007.
Privately owned, nationwide
* Airtel - ADSL, GPRS & 3G
* Aircel - GPRS & 3G
* Hathway - Broadband over Cable
* Hayai Broadband - FTTH, 802.16e/Mobile WiMax (to be launched)
* Idea - GPRS & 3G
* MTS India - CDMA/EV-DO
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* O-Zone Networks Private Limited - Pan - India Public Wi-Fi hotspot provider
* Reliance Communications - ADSL, GPRS & 3G, Metro-Ethernet, CDMA/EV-
DO, Wimax
* Reliance Industries - LTE (to be launched)
* Sify - Broadband over cable
* Spectranet - Broadband over cable
* Tata DoCoMo - GPRS & 3G
* Tata Indicom - ADSL, CDMA/EV-DO, Metro-Ethernet, WiMax
* Tikona Digital Networks - Wireless 4G Broadband(OFDM)
* Vodafone - GPRS & 3G
* YOU Broadband & Cable India Limited (formerly YOU Telecom) -
Broadband over cable
Privately Owned, regional
* Asianet Data Line - Broadband over Cable, Kerala
* Beam Telecom - FTTB, Hyderabad
* Fivenet - Broadband over Cable (Mumbai, currently expanding to Pune, Haryana
and other regions)
* Honesty Net Solutions - Broadband over Cable, Mumbai
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* IOL Netcom
* Railwire - Broadband over Cable; Whitefield, Bangalore
There are a large number of small players with very limited coverage areas.
Enterprise/Wholesale Only
* GAILTEL
* Railtel
* STPI
* Powertel
Low Speed Broadband (256 kbit/s - 2 mbit/s)
The current definition of Broadband in India is speeds of 256 Kbit/s. TRAI on July
2009 has recommended raising this limit to 2 Mbit/s.
As of October 2010, India has 10.52 million broadband users, constituting 6.0% of the
population. India ranks one of the lowest provider of broadband speed as compared
countries such as Japan, South Korea and France.
Because of the increase in Broadband penetration and the quality of service steadily
improving, many non-resident Indians are now enjoying the ability to communicate
with family in India from around the world. However, many consumers complain that
ISPs still fail to provide the advertised speeds - some even failing to meet the 256
kbit/s standards.
14
High Speed Broadband (over 2 Mbit/s)
• Airtel has launched plans up to 16 Mbit/s on ADSL2+ enabled lines and is
piloting new 30 Mbit/s and 50 Mbit/s plans in limited areas.
• Beam Telecom offers plans up to 6 Mbit/s for home users and has 20 Mbit/s
plans available for power users in only Hyderabad city.
• BSNL offers ADSL up to 8 Mbit/s in many cities.It also started offering FTTH
speeds ranging from 256Kbps to 100Mbps.
• Hayai Broadband will offer FTTH services up to 100 Mbit/s, with an Internal
network speed of 1 Gbit/s.
• Honesty Net Solutions offers Broadband over Cable at up to 4 Mbit/s.
• MTNL offers VDSL at speeds up to 20 Mbit/s in selected areas
• Reliance Communications offers 10 Mbit/s and 20 Mbit/s broadband internet
services in selected areas.
• Tata Indicom offers 10 Mbit/s, 20 Mbit/s and 100 Mbit/s options under the
"Lightning Plus" tariffs structure
• O-Zone Networks Private Limited Pan-India public Wi-Fi hotspot provider
giving wireless broadband up to 2 Mb/s.
The main problem consumers face with High Speed Broadband in India is that they
are frequently expensive and/or they have limited amounts of data transfer included in
the plan.
15
Data of internet users in India 1
YEAR Users Population % Pen. Usage Source
1998 1,400,000 1,094,870,677 0.1 % ITU
1999 2,800,000 1,094,870,677 0.3 % ITU
2000 5,500,000 1,094,870,677 0.5 % ITU
2001 7,000,000 1,094,870,677 0.7 % ITU
2002 16,500,000 1,094,870,677 1.6 % ITU
2003 22,500,000 1,094,870,677 2.1 % ITU
2004 39,200,000 1,094,870,677 3.6 % C.I. Almanac
2005 50,600,000 1,112,225,812 4.5 % C.I. Almanac
2006 40,000,000 1,112,225,812 3.6 % IAMAI
2007 42,000,000 1,129,667,528 3.7 % IWS
2009 81,000,000 1,156,897,766 7.0 % ITU
2010 81,000,000 1,173,108,018 6.9 % ITU
1.2 Company overview-Reliance communications
Type Public
Industry Telecommunications
1 Source web site of times of India timesofindia.indiatimes.com
16
Founded 2004
Headquarters Navi Mumbai,Maharastra , India
Key people- Anil ambani (chairman)
Satish seth (M.D.)
Products Wireless ,Telephone, Internet, Television
Reliance Communication (R Com) is the second largest Telecom company in India
in terms of customers. The Company has a customer base of 125 million including
over 2.5 million individual overseas retail customers. It ranks among the Top 5
Telecom companies in the world by number of customers in a single country. Reliance
Communications corporate clientele includes 2,100 Indian and multinational
corporations, and over 800 global, regional and domestic carriers. A pan-India
network, covering over 24,000 towns and 600,000 villages has been established by
Reliance Communications. Reliance Communications owns and operates the next
generation IP enabled connectivity infrastructure comprising over 190,000 kilometres
of fibre optic cable systems in India, USA, Europe, Middle East and the Asia Pacific
region.
Reliance Globalcom serves over 2,100 enterprises, 200 carriers and 2.5 million retail
customers in 163 countries across 6 continents.
Reliance Communication has acquired 3G license in 13 circles out of total 22 circles.
Reliance has launched 3G services in 9 circles by 26 January 2011
17
Reliance Communications has a reliable, high-capacity, integrated (both wireless and
wire line) and convergent (voice, data and video) digital network. It is capable of
delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for enterprises
as well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionising the way India communicates and
networks, truly bringing about a new way of life.
Background of the Company
It ranks among the top 5 telecommunications companies. In the world by number of
customers in a single country. Reliance Communications corporate clientele includes
2,100 Indian and other nations, and over 800 global, regional and domestic carriers.
The company has established a pan-India, next-generation, integrated (wire less and
wire line), convergent (voice, data and video)digital network that is capable of
supporting services spanning the entire communications value chain, covering over
24,000 towns and 600,000 villages.
History of the company
Reliance group was founded by Dhirubhai Ambani in 1966 as a polyester firm.
Dhirubhai started the equity cult in India. Reliance later entered into financial
services, petroleum refining, power sector. By 2002 Reliance had grown into a $15
billion conglomerate. After the death of Dhirubhai Ambani on July 6, 2002, Reliance
18
was headed by his sons. The group was formed after the two feuding brothers Mukesh
Ambani and Anil Ambani, split Reliance Industries. Anil Ambani got the
responsibility of Reliance Infocomm, Reliance Energy, Reliance Capital and RNRL.
This led to a new beginning called RELIANCE. Later this group entered the power
sector through Reliance Power and the entertainment sector by acquiring Adlabs.
Competitors
Reliance Communications competes with 14 other mobile operators throughout India.
They are Aircel, Airtel Cheers Mobile, BSNL, Idea, Loop Mobile, MTNL, MTS, Ping
Mobile, S Tel, Tata DoCoMo, Tata Indicom, Uninor, Videocon, Virgin Mobile (GSM
& CDMA) and Vodafone.
Vision and Mission of the company
Vision
By 2015, be amongst the top 3 most valued Indian companies.
19
Providing Information, Communication & entertainment services and being the
industry benchmark in customer Experience ,Employee centricity and
innovation.
Mission
We will create world-class benchmarks by:
Meeting and exceeding Customer expectations with a segmented approach.
Establishing, re-engineering and automating Processes to make them
customer centric, efficient and effective.
Incessant offering of Products and Services
that are value for money and excite customers
Providing a Network experience that is
best in the industry.
Building Reliance into an iconic Brand which
is benchmarked by others and leads industry
in Intention to Purchase and Loyalty.
Developing a professional Leadership team that inspires, nurtures talent and
propagates RCOM Values by personal example.
20
Products of the Company-
Reliance communications offer various products but in this report we are to take the
internet services. It provides -
Reliance netconnect
Reliance netconnect+
Reliance netconnect+
Reliance is considered one of the biggest internet service providers in India with
excellent broadband connection. Besides that the Reliance broadband tariff plans too
attract millions of net users to get their latest wireless broadband connection. At
present they are offering the broadband connection which is called Netconnect
Broadband+ in the form of data card and USB modem.
Offers
Reliance Netconnect Broadband+ brings an exclusive Prepaid Offer. Now experience
the web like never before on India's fastest wireless Internet service. Enjoy music
downloads, gaming, video chat, live TV and much more at an outstanding speed of up
to 3.1 Mbps. So, stay connected and expands possibilities while at home or on the
move.
To avail this offer, just pay Rs. 1599/- and get Reliance Netconnect Broadband+ USB
21
Modem
Tariff plans
The various Reliance Netconnect+ prepaid tariff plans:
Pack Price Validity
Broadband+ 300MB Pack Rs. 250/- 30 Days
Broadband+ 700MB Pack Rs. 500/- 30 Days
Broadband+ 1GB Pack Rs. 715/- 30 Days
Broadband+ 3GB Pack Rs. 935/- 30 Days
Broadband+ 5GB Pack Rs. 1,210/- 30 Days
Broadband+ 10GB Pack Rs. 1,379/- 30 Days
Broadband+ 15GB Pack Rs. 1,925/- 30 Days
The various post-paid Reliance Netconnect+ Tariff Plans are:
Tariff Plan Monthly
Rental Discount
EffectiveRental/
month
for 12 Months
Extra
Usage
Broadband+
Pay as you
Rs. 299/- Nil Rs. 299/- Rs. 1/MB
22
go
Broadband+
512 MBRs. 499/- Nil Rs. 499/- 50 p /MB
Broadband+
10 GB @
Night
Rs. 499/- Nil Rs. 499/-50 p
/Min.
Broadband+
1 GBRs. 650/- Nil Rs. 650/- 50 p /MB
Broadband+
2 GBRs. 750/- Nil Rs. 750/- 50 p /MB
Broadband+
3 GBRs. 850/- Nil Rs. 850/- 50 p /MB
Broadband+
1 GB day,
10 GB
Night
Rs. 849/- Nil Rs. 849/- 50 p /MB
Broadband+
2 GB day,
10 GB
Night
Rs. 949/- Nil Rs. 949/- 50 p /MB
Broadband+
3 GB day,
10 GB
Rs.1,049/- 200 Rs. 849/- 50 p /MB
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Night
Broadband+
5 GBRs.1,099/- 200 Rs. 899/- 50 p /MB
Broadband+
10 GB CityRs.1,099/- 200 Rs. 899/- 50 p /MB
Broadband+
5 GB day,
10 GB
Night
Rs.1,298/- 200 Rs. 1098/- 50 p /MB
Broadband+
10 GB day,
10 GB
Night City
Rs.1,298/- 200 Rs. 1098/- 50 p /MB
Broadband+
10 GBRs.1,250/- 200 Rs. 1050/- 50 p /MB
Broadband+
10 GB day,
10 GB
Night
Rs.1,499/- 200 Rs. 1299/- 50 p /MB
Broadband+
15 GBRs.1,750/- 200 Rs. 1550/- 50 p /MB
24
1.3 Company overview-Tata Teleservices
Type Private
Industry Telecommunications
Founded Incorporated 1996
Headquarters Navi Mumbai, India
25
Key people Mr. Ratan N. Tata (Chairman)
Srinath Narasimhan(MD)
Products Wireless, Telephone, Internet, Television
Parent Tata Group
Divisions Tata Indicom (CDMA)
Tata DoCoMo (GSM)
Virgin Mobile India (CDMA/GSM)
Website Tatateleservices.com
Tata Teleservices Limited is a subsidiary of the Tata Group headquartered in
Navi Mumbai, an Indian conglomerate. It operates under the brand name Tata
Indicom in various telecom circles of India.
In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent
equity stake in Tata Teleservices for about Rs 13,070 crore ($2.7 billion) or an
enterprise value of Rs 50,269 crore ($10.38 billion).[1]
26
In Feb 2008, TTSL announced that it would provide CDMA mobile services
targeted towards the youth, in association with the Virgin Group on a Franchisee
model basis.
Tata Teleservices Provides mobile services under 3 Brand names:
Tata Indicom (CDMA Mobile operator)
Tata DoCoMo (GSM Mobile operator)
Virgin Mobile (CDMA Mobile operator)
Virgin Mobile (GSM Mobile operator)
Vision and Mission of the company
Vision of the company
To Provide Information, good Communication & Entertainment services.
To give good Customer Experience, Employee Centricity and Innovation.
Mission of the company
27
Meeting and exceeding Customer expectations with a segmented approach
Establishing, re-engineering and automating Processes to make them
customer centric, efficient and effective
Incessant offering of Products and Services
that are value for money and excite customers
Providing a Network experience that is best in the industry.
Products of the company-
Tata Photon Plus
Tata Photon whiz
Tata photon plus advantage
Superior In-building Coverage
Tata Photon Plus operates at a frequency of 800 MHz which can penetrate
better even through building walls and hence can offer superior indoor
connectivity.
Free all-India Roaming
28
We can enjoy free roaming across more than 100 cities in India wherever Tata
Photon Plus is available.
Automatic switch over to speeds up to 153.6 Kbps (Tata Photon Whiz Speeds)
in non-Tata Photon Plus regions.
Enhanced signal reception, even while on the move
'Receive Diversity' - Dual antennae in the device aids in stronger reception of
the signal.
Dedicated Data Spectrum
Dedicated data spectrum ensures that any voice usage does not impact your
internet experience.
Convenient recharges to suit your needs
We can now choose from a range of unlimited, short-validity & long-validity
recharges as per your convenience.
Dedicated Customer Care (1800 266 121 – Toll Free)
They offer a dedicated Customer Care for Tata Photon Plus to service us better.
Tata photon plus prepaid plans:
29
A Tata Photon plus Prepaid connection at Rs.1799 (Incl. Starter User Kit)
DeviceSUK (Starter User Kit)
Rs.100Total
Rs.1699 (Get 1 GB usage free valid
over 30 days)
Rs.1799
Special benefits on nominal First Recharges!
Rs.Bundled usage (Incl. SUK benefit)
Validity (Days)
5 5 GB 302 2 GB Unlimited* 30
*Post bundled usage, unlimited usage will be available at 155 Kbps within validity
period
Recharges
Recharge Value(Rs) Bundled Usage Validity (Days)
300 1 GB 7
250 250 MB 30
500 650 MB 30
1500 6 GB 90
2500 10 GB 180
30
Unlimited Recharge Vouchers
Recharge Value (RS.) Bundled Usage Validity (Days)
700 1 GB Unlimited* 30 days
850 2 GB Unlimited* 30 days
1000 5 GB Unlimited* 30 days
1200 10 GB Unlimited* 30 days
Terms and Conditions
The Bundled Usage will be available at a speed of up to 3.1 Mbps (Downlink)
or 1.8(Uplink)
Beyond the Bundled Usage, Unlimited Usage will be available at speeds up to
155 Kbps
Advantages of prepaid services
Online Recharge facility:
Customers can recharge their Photon Prepaid connection over the internet,
from the convenience of home or office.
Credit Cards / Debit Cards of all major banks accepted. Net banking facility
also available.
Balance Check via SMS:
31
Customers can receive Balance and validity information over SMS, on their
alternate contact number.
Tata photon plus post-paid plans
Tata Photon plus Post-paid connection at Rs.1799
Tariff Plans
Data Based PlanName
MonthlyRental (Rs)
Free Usage
Additional UsageCharges
Photon Plus Starter
250 250 MB Re. 0.50/MB
Photon Plus Lite
500 650 MB Re. 0.50/MB
Photon Plus 1GB
650 1 GB Re. 0.50/MB
32
Photon Plus 2GB
750 2 GB Re. 0.50/MB
Time Based
Photon Plus 5 Hours
250 300 Min Re. 1/Min
Photon Plus 30 Hours
500 1800 Min Re. 1/Min
Photon Plus 60 Hours
750 3600 Min Re. 1/Min
Photon Plus Day & Night Plan
9503600 Min (Day) & 5400 Min (Night)
Re. 1/Min
Terms and Conditions:
The discounts are applicable only for new Photon Plus connections
The Bill Value Discounts are applicable only for first 12 months from the date
of activation
The discount value will be corresponding to the rental plan that the customer
selects during activation of connection.
33
Data Usage refers to total data transfer (Upload + Download).
The plan rental and free data usage in the first bill would be prorated.
The free unutilized data usage cannot be carried forward to the next month.
Voice calls & SMS will be barred on the Photon Plus device.
Other information
The USB modems are manufactured by various OEMs and for any faults or claims the
purchaser of handset should approach the Authorized Service Centre (ASC) of the
manufacturer with the warranty card. TTSL/TTML sales/service outlets would
provide information about ASCs of USB modem manufacturer and will facilitate such
an approach. However, TTSL/TTML is not responsible for any claim arising on
account of faulty USB modems.
We hate to make to you run about to pay us. So here are ways in which you can reach
us easily to pay your bills.
Online Payment through My Account –online portal
Log on to My account and create account to make easy online payment with
the use of debit/credit or net banking facility.
Auto Debit
34
Payment by standing instructions on bank account or credit card after
registration.
In person
Pay by cash/cheque/DD/credit/debit card at Tata Indicom retail outlets. Enclose
the payment slip, so that money gets credited to your account. Cheque/DD
needs to be drawn on Tata Teleservices Ltd A/c No <your 9 digit account no>.
Drop Box
Drop your cheque / DD at any conveniently located Tata Indicom drop boxes.
Please do not drop cash into the drop boxes
Moto stub (mail order/telephone order)
Hand away bill payment by giving one-time standing instructions on the credit
card.
Oxigen/Suvidha
You can make cash payments against your bills anywhere by walking into any
of the Oxigen/Suvidha outlets across the country with your Tata Photon Plus
number.
Tata Photon whiz
35
The Internet Advantage
Tata Photon Whiz offers data transfer and access to internet at speeds up to
153.6 Kbps. Just switch on your desktop / laptop and get connected, so that you
don’t miss out on any critical information even when you are on the move.
Connects directly to the Tata Indicom network (20 circles and 3500 cities) with
easy installation and activation
Actual internet speed will depend on multiple factors like time of the day,
number of simultaneous users, web page accessed etc.
Tata Photon Whiz Prepaid Plans
Device Price :
Device MRP (Rs.) GCC MRP (Rs.) Total (Rs.)999 100 1099
36
FRC Re. 1 FRC 750 FRC 1449Device MRP (Rs) 999 999 999GCC (Rs) 100 100 100FRC (Rs) 1 750 1499Total (Rs) 1100 1849 2598Customer benefit Unlimited usage(30
day validity)Unlimited usage(90 day validity)
Unlimited usage(180 day validity)
Unlimited Recharge Vouchers
RCV Non-stop 555 Non-stop 1111 Non-stop 1999MRP (Rs.) 555 1111 1999Validity (days) 30 90 180Inbuilt usage in minutes during peak hours (8:00 am to 10:00 pm)
Unlimited Unlimited Unlimited
Inbuilt usage in minutes during off peak hours (10:00 pm to 08:00 a.m.)
Unlimited Unlimited Unlimited
Grace period is 90 days for all RCVs
37
Normal RCVs
RCV Eco Recharge Mega Recharge Giga Recharge MRP (Rs.) 224 349 449Validity (days) 30 30 30Inbuilt usage in minutes during peak hours (8:00 am to 10:00 pm)
750 1250 1850
Inbuilt usage n minutes during off peak hours (10:00 pm to 08:00 a.m.)
1500 2500 3700
Grace period is 90 days for all RCVs
1.4 Details about the Research Topic
My Research topic is “Customer preference while purchasing wireless internet
broadband service- A comparative study of Reliance communications and Tata
Teleservices”. In this topic I have to analyze the various factors that affect customer
preference and also in determining the factors which results in better service quality.
As Reliance communications and Tata teleservices are one of the wireless broadband
services provider, they are competitors also. This topic also helps in knowing the
factors that helps both the companies to compete with each other.
1.5 Research Question & Objective
38
Research Question
For this research project the following research question is used.
“Customer preference while purchasing wireless internet broadband service- A
comparative study of Reliance communications and Tata Teleservices”.
Objectives of Study:
Following are the research objectives that I will be considering while doing the
research
Objective 1: To understand about the company’s broadband services with
reference to Reliance communications and Tata Teleservices, Bareilly.
Objective 2: To assess the customer preference about the internet broadband
service.
1.6 Research problems questions:
To know various benefits provided to the customer along with the internet
service.
Description: This research question is related to objective 1. With this question
we identify the various benefits related to internet services. This also helps us
to know about company’s differentiated internet service benefits.
To analyze the market regarding preference of customers and services of the
company.
39
Description: This research question is related to objective 2. With this question
we identify the customer preference about the services being provided by
company.
To know about the Factors responsible for awareness of customers.
Description: This research question is related to objective 2. Through this
question we identify the factors responsible for the awareness of customer
about the wireless broadband services.
To know Satisfaction of customers with respect to price of wireless broadband
service.
Description: this is related to objective 2. With this we could come to know
about the satisfaction of customers over the wireless broadband services being
provided by company-Reliance and Tata.
To know about the tariff plans offered by the company for using wireless broad
band services and also to know consumer preference over these tariff plans.
Description: This question is related to objective 1. Through this we could
know about the various tariff plans associated with the companies and the
consumer preference over them.
Chapter 2: Literature Review
40
This Project is related to know the preferences of consumer related to the reliance
wireless broadband and Tata wireless broadband internet connection.
This research project was initiated to understand the consumer choice and preference
about the internet broadband service providers. There was an opportunity for me to
understand the practical side of theoretical concepts of management and market
Reliance and Tata are providing internet broadband services to the consumers. These
both operators are providing services under CDMA (Code Division Multiple Access).
These service providers both are having same type of services. So the comparative
study of these service providers will be beneficial to know how they are providing
their services. We can know about various schemes and benefits they are providing to
consumers.
Consumer preference
Consumer preference for a product can make or break a company. If consumers
generally like a product, it can stay around for years and sell millions of copies.
However, if consumers do not like the product, it could disappear very quickly if the
company cannot figure out how to fix the problem.
So consumer preference is the attitude toward any product. What he thinks about a
product. He shows preference while making a purchase decision and during use of a
product.
In this project I have tried to know the consumer preference over wireless broadband
connections of companies like Tata and Reliance.
41
Here consumer tries to analyse on features like
portability of internet connecting device
speed of internet
tariff plans
free data usage being provide to them by company
price of the service
Coverage area of the service.
Chapter3:- Research Design
3.1 Introduction about the chapter
42
The research design comprises of the research design used, sampling frame, unit,
research instrument used.
My research project work is the study “Customer preference while purchasing
wireless internet broadband service- A comparative study of reliance
communications and Tata Teleservices”.
This chapter include research design, sample size, sampling method, method of data
collection etc.
3.2 Data type
In my research report I have to know about customer perception for which primary
data is appropriate. I have used questionnaire as a tool for collecting the information
from respondents to know their preference of customers over wireless broadband
internet service providers- Reliance and Tata Teleservices. I have framed 10 questions
in my questionnaire which comprises of various parameters which helps in
determining the customer preference. I have collected the primary data by the method
of survey.
3.3 Sample design, sample frame, sample size
43
Method of data collection -As the research is about consumer preference so
Questionnaire is the best method to collect information about the consumer
preference.
Area of the study- as this research project is for the Bareilly city so; this study covers
Bareilly City only.
Sample size -Sample size covered for the purpose of this study is 40.
I have taken sample size of 40 persons because it is optimum size to know about the
preference of consumer as there are less number of customers who are using Tata or
Reliance wireless broadband services.
Sampling method – I have selected convenience sampling method because this study
was to be made on consumers and the list of customers were provided by the
respective offices of Tata Teleservices and Reliance communications.
3.4 Research Instruments
1. Which broadband connection you are using?
Tata Reliance
Description- This question was asked to know whether these persons are using
Reliance broadband or Tata broadband internet.
2. How did you come to know about this company?
44
Friends Advertisement
Description- This question was asked to know how the respondents came to know
about wireless internet service providers.
3. Are you satisfied with the price of this service?
YES NO
Description- This question was asked to know are they satisfied with the price of their
respective company’s service.
4. Did the tariff plan have any impact on you while purchasing this broadband
connection?
Yes No
Description- this question was asked to know that do people like to purchase the connection by focusing over the tariff plans.
5. Are you satisfied with the tariff plans offered by the company?
HIGHLY SATISFIED SATISFIED CANNOT SAY
DISSATISFIED HIGHLY DISSATISFIED
Description- this question was asked to know the satisfaction level of consumers over
tariff plans.
6. Do you find free data usage is satisfactory with their respective plans?
Yes No Cannot say
45
Description-This question was asked to know what consumer thinks about the free
data uses given in tariff plans offered by the company.
7. Are you satisfied with the portability of net connecting device given to you ?
Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
Description- This question was asked to know what they think about the internet
connecting device being given by the companies.
8. Are you satisfied with the services after sales provided by the company?
. Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
Description- this question was asked to know are they satisfied with the customer
care.
9.Are u satisfied with the net speed?
. Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
Description- This question was asked to know whether they are satisfied with the
coverage area of the services provided by companies.
10. Are you satisfied with the services of your network provider?
46
Yes no cannot say
Description-this question was asked to know whether the consumers are satisfied
with their wireless internet service providers.
Chapter 4: Data Analysis and Interpretation
1. Which broadband connection you are using?
47
Tata Reliance
Description- This question was asked to know whether these persons are using Reliance broadband or Tata broadband internet.
Table no. 1. No of users of Tata and reliance broadband
Company No. Of users percentageNumber of users of Tata broadband
25 62.5%
Number of users of Reliance broadband
15 37.5%
62.5
37.5
tata and reliance wireless broadband internet users
TataReliance
Fig no. 1 Percentage of Tata and Reliance wireless broadband users.
Interpretation
The study is based on the number of wireless broadband users. The sample size is 40
and among them there are 25 Tata customers and 15 is using reliance broadband
connection.
2. How did you come to know about this company?
Friends Advertisement
48
Description- This question was asked to know how the respondents came to know
about wireless internet service providers.
Table no 2. Factors responsible for awareness of respondents
FACTORS RESPONSES percentagefriends 16 40%advertisement 24 60%
40
60
FRIENDSADVERTISEMENT
Fig no 2. Factors responsible for awareness.
Interpretation
Advertisements are the most important source of awareness about the wireless
broadband connection. We see that about 60% of people come to know about through
advertisements. Friends also play a vital role in increasing awareness about the
wireless broadband and 40% have accepted this.
3. Are you satisfied with the price of this service?
YES NO
49
Description- This question was asked to know are they satisfied with the price of their
respective company’s service.
Table no 3. Satisfaction of respondents with respect to price.
RESPONSES TATA Percentage
(Tata)
RELIANCE percentage
(reliance)
YES 21 84% 10 66.7%
NO 4 16% 5 33.3%
YES NO0
5
10
15
20
25 21
4
10
5
TATARELIANCE
Fig no 3. Satisfaction of respondents with respect to price.
Interpretation
Over the price of service, Satisfaction level of Tata consumers is 84% while 66% of
reliance consumers are satisfied with the price charged.
4. Did the tariff plan have any impact on you while purchasing this broadband
connection?
50
Yes No
Description- this question was asked to know that do people like to purchase the connection by focusing over the tariff plans.
Table no 4. Impact of tariff plans on purchase decisions.
RESPONSES TATA percentage Tata RELIANCE percentage
reliance
YES 22 88% 13 86.6%
NO 3 12% 2 13.4%
YES NO0
5
10
15
20
25 22
3
13
2
TATARELIANCE
Fig no.4. Impact of tariff plans on purchasing.
Interpretation
Tariff plans are having a lot of impact on users of wireless broadband internet.88% of
Tata users accepted this and 86.6% of reliance users also said that tariff plans are
having great impact.
5. Are you satisfied with the tariff plans offered by the company?
Highly Satisfied Satisfied Cannot Say
51
Dissatisfied Highly Dissatisfied
Description- this question was asked to know the satisfaction level of consumers over
tariff plans.
Table no 5. Satisfaction level of consumers over tariff plans
RESPONSES TATA percentage Tata RELIANCE Percentage
Reliance
HIGHLY
SATISFIED
7 28% 4 26.6%
SATISFIED 12 48% 7 46.6%
CANNOT SAY 4 16% 2 13.3%
DISSATISFIED 2 8% 2 13.3%
HIGHLY
DISSATISFIED
0 0 0 0
52
HIGHLY SAT-ISFIED
SATISFIED0
2
4
6
8
10
12
7
12
4
2
0
4
7
2 2
0
TATARELIANCE
Fig no .5 Satisfaction level of consumers over tariff plans
Interpretation
Most of the users are satisfied with the tariff plans offered to them by company.7 Tata
customers and 4 reliance customers are highly satisfied. 12 Tata and 7 reliance
customers are satisfied. 4 Tata and 2 reliance customers did not respond. Both
company’s have 2 dissatisfied customers.
53
6. Do you find free data usage is satisfactory with their respective plans?
Yes No Cannot say
Description-This question was asked to know what consumer thinks about the free
data uses given in tariff plans offered by the company.
Table no 6. Response of consumers over free data usages.
RESPONSES TATA percentage Tata RELIANCE percentage reliance
YES 15 60% 8 53.3%NO 3 12% 3 20%Cannot say 7 28% 4 26.67%
YES NO CANNOT SAY0
2
4
6
8
10
12
14
16 15
3
78
34
TATARELIANCE
Fig. no 6. Response of consumers over free data usages.
Interpretation
Most of the users are satisfied with the free data usage given to them. Tata customers
are more satisfied with respect to reliance users.60% of Tata customers said that they
are satisfied whereas 53% of reliance customers are satisfied.
54
7. Are you satisfied with the portability of net connecting device given to you ?
Highly satisfied satisfied cannot say
dissatisfied highly dissatisfied
Description- This question was asked to know what they think about the internet
connecting device being given by the companies.
Table no 7. Responses over internet connecting device.
RESPONSES TATA percentage Tata RELIANCE Percentage
Reliance
HIGHLY
SATISFIED
10 40% 4 26.67%
SATISFIED 13 52% 8 53.3%
CANNOT SAY 1 4% 1 6.6%
DISSATISFIED 1 4% 2 13.3%
HIGHLY
DISSATISFIED
0 0 0 0
55
HIGHLY SAT-ISFIED
SATISFIED0
2
4
6
8
10
12
14
10
13
1 1
0
4
8
1
2
0
TATARELIANCE
Fig no 7. Responses over internet connecting device.
Interpretation
Most of the Tata user are satisfied with the portability of the net connecting devices 10
respondents were highly satisfied where as 4 reliance users were highly satisfied.13
Tata users said they are satisfied as compared to Reliance it is 8.
56
8. Are you satisfied with the services after sales provided by the company?
. Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
Description- this question was asked to know are they satisfied with the customer
care.
Table no 8. Satisfaction level of consumers toward customer care.
RESPONSES TATA percentage Tata RELIANCE percentage
Reliance
HIGHLY
SATISFIED
3 12% 2 13.3%
SATISFIED 15 60% 8 53.4%
CANNOT SAY 4 16% 3 20%
DISSATISFIED 2 8% 2 13.3%
HIGHLY
DISSATISFIED
1 4% 1 6.6%
57
HIGHLY SAT-ISFIED
SATISFIED0
2
4
6
8
10
12
14
16
3
15
4
2
1
2
8
3
1 1
TATARELIANCE
Fig. no 8. Satisfaction level of consumers toward customer care.
Interpretation
3 of Tata customers are highly satisfied over the services after sales and 2 reliance
customers said that they are highly satisfied. 15 Tata customers are satisfied , 2 are
dissatisfied and 1 is highly dissatisfied. In case of reliance 8 are satisfied, 1 is
dissatisfied and 1 reliance customer is highly dissatisfied.
58
9.Are u satisfied with the net speed?
. Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
Description- This question was asked to know whether they are satisfied with the
coverage area of the services provided by companies.
Table no.9. Satisfaction level of consumers with the internet speed.
RESPONSES TATA percentage Tata RELIANCE percentage
reliance
HIGHLY
SATISFIED
4 16% 1 6.6%
SATISFIED 14 56% 8 53.3%
CANNOT SAY 4 16% 3 20%
DISSATISFIED 2 8% 2 13.3%
HIGHLY
DISSATISFIED
1 4% 1 6.6%
59
HIGHLY SAT-ISFIED
SATISFIED0
2
4
6
8
10
12
14
4
14
4
2
11
8
3
2
1
TATARELIANCE
Fig. no.9. Satisfaction level of consumers with the internet speed.
Interpretation
Most of the Tata customers are satisfied with the net speed. 4 are highly satisfied and
14 are satisfied. In case of reliance 1 customer is highly satisfied and 8 are satisfied.
Both companies have 2 dissatisfied users and 1 highly dissatisfied users.
60
10. Are you satisfied with the services of your network provider?
Yes no cannot say
Description-this question was asked to know whether the consumers are satisfied
with their wireless internet service providers.
Table no 10. Satisfaction of consumers with respect to the service.
RESPONSES TATA percentage Tata RELIANCE percentage
Reliance
YES 19 76% 9 60%
NO 1 4% 2 13.3%
CANNOT SAY 5 20% 4 26.4%
YES NO CANNOT SAY0
2
4
6
8
10
12
14
16
18
20 19
1
5
9
2
4
Series 1Series 2Column1
Fig. no 10. Satisfaction of consumers with respect to the service.
61
Interpretation
76 % of Tata users said that they are satisfied with the services that Tata broadband is
providing them.60 % of reliance users are satisfied .so we can interpret that
satisfaction level is higher in case of Tata broadband internet.
62
Chapter 5: Findings and Recommendation
5.1 Findings
Advertisements are the most important source of awareness about the wireless
broadband connection.
Satisfaction level is higher in the users of Tata connection as compared to
Reliance in Bareilly.
Internet speed of Tata wireless broadband is better than reliance in Bareilly.
Consumers also give preference towards the services after sales.
Consumer prefer Tariff plan of Tata broadband than the tariff plans of reliance
broadband.
Consumers have shown preference toward the portability of net connecting
device and most of the Tata users are satisfied and like the small size and
durability of the modem provided by Tata.
Consumers have also preferred to use the plan which gives them more free data
usage. And in this case Tata is ahead of Reliance.
Most of the customers have given preference on the net speed and then they
said that price matters also. So we can conclude that price is an important
factor but net speed is most important.
63
5.2 Recommendations
Companies should focus on the internet speed and more number of towers
should be used so that they can cover a lot of area.
Reliance need to focus on their tariff plans.
Companies should pay attention towards the services after sales as the
customer have also shown their preference while purchasing a connection.
Companies need to solve the problems of consumers as soon as possible as it is
major cause of grievance of customers.
5.3 Conclusion:
My research is in the field of Wireless Broadband internet services providers and it
provided some interesting facts which can be drawn from the above analysis. A
general impression was gathered during data collection. It was the immense
knowledge and awareness among customers about both the companies-Reliance
communications and Tata Teleservices.
Customers in general have been influenced by the advertising campaigns of
these companies. A higher emphasis is laid on the Price, speed and portability of the
services.
64
5.4 Limitations of The Study
This study is restricted only to the Bareilly, so the results may not be applicable to
other areas.
1. This study is based on the prevailing customer’s. But the customer’s perception
may change according to time, fashion, technology, development, etc.
2. Data collection of exact data for the research is not possible because of
difference between what respondent say and what they actually do.
3. Information provided by the respondent may not be accurate. As may hide
some of the information at the time of filling up the questionnaires.
65
Bibliography
www.reliance.com
www.tataphoton.com
timesofindia.indiatimes.com
66
ANNEXURE
Questionnaire
NAME-.........................................................................................................................
ADDRESS-......................................................................................................................
CONTACT NO. (If any)-..........................................................................................
1. Which broadband connection you are using?
Tata
Reliance
2. How did you come to know about this company?
Friends
Advertisement
3. Are you satisfied with the price of this service?
yes no
4. Did the tariff plan have any impact on you while purchasing this broadband
connection?
Yes No
5. Are you satisfied WITH the tariff plans offered by the company?
Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
67
6. Do you find free data usage is satisfactory with their respective plans?
yes no cannot say
7. Are you satisfied with the portability of net connecting device given to you ?
Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
8. Are you satisfied with the services after sales provided by the company?
. Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
9. Are u satisfied with the net speed?
. Highly satisfied satisfied cannot say
Dissatisfied highly dissatisfied
10. Are you satisfied with the services of your network provider?
yes no cannot say
68