reliance study

8/7/2019 Reliance Study

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ASTUDY 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.ItsBilling 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 customers 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 companys 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 todays 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 todays 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 todays 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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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 bethe 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

Company NameTurnover in

Million

Growth

%

Service Provider

Profile

FY2002-03 FY2001-02

BSNL 3619 3550 2 Integrated Services

MTNL 793 841 -6Basic, cellular and

ISP

VSNL 633 933 -32Long Distance

Services

Bharti Televentures 406 195.6 107 Integrated Services

Idea Cellular 142 79 80 Cellular Services

Hutchison Max

Telecom

(Orange)

93.5 73.2 28 Cellular Services

Data Access 83.2 6.31 1,217ILD and ISP

Services

Spice

Communications72.3 64.1 13 Cellular Services

BPL Mobile 68.7 61.5 12 Cellular Services

Hutchison Essar

Telecom

(Delhi)

63.6 50.3 25 Cellular Services

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 arespending 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 toraise 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 operatorshave, 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. Indias

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 IndiaRadio. 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 servicesoffered by the company.

To know the reasons for customer dissatisfaction.

To find the level of services offered to customers.

To find whether customers 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 inBangalore 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 companys 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 theycan 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. Itcomprises 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 customerservice 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 totake 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 ittruly preventive?

What checks should be done to ensure that the sample is from the requiredfor customer.

How are the data collections error and sampling error separatelyidentified?

What is the confidence level for accepting the estimates costconsideration

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 samplingrandom. 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 samplingconsisting 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. Astep 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, todays 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 maybe 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.


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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.


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It has been assumed that he research methodology selected for the study is

appropriate.

It has been assumed that the information obtained from the respondents is

true and authentic

It has been assumed that the data collection instruments which have been

base to collect data from the sources are appropriate.

It has also assumed that while conducting the survey the selection of the

area was correct and appropriate.

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


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due to the cost factor and time limitation. It will be too much costly even

to survey each and every customer.

Visiting the customer at odd hours according to their convenience.

Some customers did not find time to fill up the questionnaire.

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 todays market.

Alternative Hypothesis (Hi): Alternative Hypothesis which represent there

is no need for customer services and satisfaction in todays 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.


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CHAPTER 3: PROFILE OF THE ORGANIZATION AND

RESPONDENTS

PART A

3.1RELIANCE 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 andchanging 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?


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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 andwithin 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 Rs5,160 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

Asias 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


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cover over 600 cities and towns in 18 of the countrys 21 circles, 229 of the

nations 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 its 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.


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MISSION:

QUALITY THE COMPETITIVE EDGE

With telecom marketing and Servicing a sits core business to achieveSCEs 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 companys mission will be measures by excellence in

service to customers, the integrity and ability of the employees 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, Reliances 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


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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. Continuallyadapt 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.


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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.


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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 - Indias 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.


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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


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Legal notice and recovery

Recovery of handsets

Where to make Payment for a direct walk in customer?

Web world

Drop box

CCPs (cash collection points)

Reliance Infocomm Offices

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


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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


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Steps taken (whether possible) to ensure that the same problem does not re

occur.

Channel of collection:

SMS

Telecalling

Field visits


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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


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3.2 Organization structure

Reliance infocomm

Humanresource Accounts

Billing&collection

MarketingTelecalling


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3.3 Functional Departments

DEPARTMENT

HIERARCHAL STRUCTURE

(BILLING AND COLLECTION DEPARTMENT)

AGENCY MANAGER

FOS

EXECUTIVE

H.O.D

HIGHER SUPERVISOR

MANAGER

SUPERVISOR


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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 8036855417Kyrunisha 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 8036877510Arvind 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 8036864626Khadar 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 8036861814Sheikh NiyazAhmed #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 8036929007Gego 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


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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

WalunilaLongkumer 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 8036973923Salma 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 8036907182Liyakath 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


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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.


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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.


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Table-2

Purpose of using the Reliance India Mobile.


Business 56 56

Professional 16 16

East Communication 25 25

Status 03 03

Total 100 100


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.


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Purpose of using the RIM

56%

16%

25%

3%

0

0.1

0.2

0.3

0.4

0.5

0.6

Busin

ess

Prof

essio

nal

Easy

comm

unica

tionsta

tus


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Feature voting by customers.

62%

23%

10%

5%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

Service Brand

Image

Quality Price


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Table-4

Service rating by customer.


Excellent 28 28

Good 47 47

Average 20 20

Poor 05 05

Total 100 100


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.


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28%

47%

20%

5%

0

0.05

0.1

0.15

0.2

0.25

0.3

0.35

0.4

0.45

0.5

Excelent Good Average Poor

Service rating by customers.


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Table-5

Feature rating by Reliance India mobile.


Customers 40 40

Model 30 30

Quantity 16 16

Technical collaboration 14 14

Total 100 100


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.


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Feature rating by RIM

40%

30%

16%14%

0

0.05

0.1

0.15

0.2

0.25

0.3

0.35

0.4

0.45

Custo

mer

Mod

el

Quali

ty

Tec-

Colla

bera

tion


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53

Table-6

Awareness of Reliance India Mobile.


Friends & Relations 25 25

Company executive 18 18

Myself 54 54

Others 03 03

Total 100 100


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%.


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54

Awareness of RIM

25%

18%

54%

3%

0

0.1

0.2

0.3

0.4

0.5

0.6

Friend &

Relation

Company

Executive

My Self Other


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Table-7

Media in favour of Reliance India Mobile.


Print Advertisement 40 40

Company Executive 30 30

Myself 16 16

Others 14 14

Total 100 100


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


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Media in favour of RIM

40%

30%

16%14%

0

0.05

0.1

0.15

0.2

0.25

0.3

0.35

0.4

0.45

Print

Adv

ertisem

ent

Com

panyEx

ecutive

M

yself

Othe

r


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Table-8

Cost Wire Efficiency.


Cheap 24 24

Affordable 56 56

Costly 20 20

Total 100 100


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.


58/89


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Table-9

Opinion of Respondent with respect to attending of

queries and complaints.


Yes 30 30

No 70 70

Total 100 100


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.


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60

Openion of respondents with

respect to attending of queries and

complaints

Yes

30%

No70%


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Table-10

Opinion of Respondents about services of bills.


Yes 25 25

No 75 75

Total 100 100


Inference:

According to table that 75% are not satisfied with the bills because of irregular of

bills, whereas 25% are satisfied with bills.


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Opinion of respondents about

services of bill

Yes

25%

No75%


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Table-11

Opinion of Respondent on mistakes & distribution of

bills.


Yes 40 40

No 60 60

Total 100 100


Inference:

According to the table that the respondent view of YES is 40%, where as 60%

are mistake on bills.


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Opinion of respondent on mistake

and distribution of bills

Yes

40%

No

60%


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65

Table-12

Opinion of Respondent regarding the distance problem

from location.


0-1 80 80

1-2 14 14

2-2.5 5 05

2.5-3 1 01

Total 100 100


Inference:Distance of Reliance world is the main problem for the customers of which 80%

of customers 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.


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80%

14%

5%1%

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0 - 1 2 - 2.5 2.5 - 3 3 above

Opinion respondent regarding the

distance problem from location


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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


Inference:

According to the table the satisfaction level of the customer regarding in India

Reliance Mobile are:

Satisfied is 71%

Not satisfied is 29%.


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Satisfaction of customer regarding

RIM.

Satisfied71%

Not

satisfied

29%


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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


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.


70/89


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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


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 and05% in Hindi.


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Opinion of respondent regarding

language

30%

5%

25%

40%

00.05

0.1

0.15

0.2

0.25

0.3

0.35

0.4

0.45

English Hindi Kannada All together


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73

Table-16

Opinion of respondent about the color panels.

Panels No. of respondent Percentage (%)

Nokia 60 60

LG & Samsung 40 40

Total 100 100


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.


74/89


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Table-17

Opinion respondent of schemes & tariffs.

Schemes & Tariffs No. of respondent Percentage(%)

Yes 60 60

No 40 40

Total 100 100


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.


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76

Opnion respondent of schemes &

tariffs

60%

40%

Yes

No


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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


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%.


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Satisfaction Of Customers Regarding

RIM

20%

10% 8%

30%

5%12%

3%

5%

7%

0%

10%

20%

30%

40%

50%

60%

Satisfied Dis-satisfied Indifferent

Business Employee Student


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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 whichscientifically 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


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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


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In the Table Below

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

E Expected Frequency.

O E O - E (O - E) (O - E)/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

= 9.990573

So x=[(O-E)/E] =9.990573

r= Row

c=column

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

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

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

If their x 0.05 from table is less than

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

Hypothesis of all the customers are not equally satisfied.


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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 customers

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.


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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 days 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.


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BIBILOGRAPHY

1. MARKETING MANAGEMENT PHILIP KOTLER

2. HUMAN RESOURCE MANGEMENT ASWATHAPHA

3. WEBSITE WWW.RIL.COM


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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) Businessb) 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


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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


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reliance study

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