tata telecome

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Summer Project

On

Customer Satisfaction

AtTata Teleservices Limited

Presented By:-Pintu Vaishnav

Roll no.- 09115


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INTRODUCTION OF TELECOM INDUSTRY

The telecom sector is one of the leading contributors to

India's flourishing economy.

Airtel, Vodafone, Idea, Tata Indicom ,Reliance, BSNL,Aircel, uninor, Videocon, MTNL, and Loop Mobile are

other major operators in India.

India will overtake China to become the world's largest

mobile telecommunications market by the year 2013.

Tolani Institute ofManagement Studies 2


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India is divided into 22 telecom circles. They are listed belowAndhra Pradesh

Bihar & Jharkhand

Chennai

DelhiGujarat & Daman & Diu

Haryana

Himachal Pradesh

Jammu and Kashmir

Karnataka

Kerala & Lakshadweep

Kolkata

Madhya Pradesh & ChhattisgarhMaharashtra excluding Mumbai & Goa

Mumbai

North Eastern States (Arunachal Pradesh, Assam, Manipur, Meghalaya Mizoram, Nagaland &

Tripura

Orissa

Punjab

Tamil Nadu excluding Chennai & Puducherry

Eastern Uttar PradeshWestern Uttar Pradesh & Uttarakhand

West Bengal excluding Kolkata, Andaman & Nicobar Islands & Sikkim



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TATA TELESERVICES LTD

Tata Teleservices Limited is the pioneer of the CDMA 1x

technology platform in India.

The company is also the market leader in the fixed wireless

telephony market with its brand Walky.

The company has recently introduced the brand Photon to provide

a variety of options for wireless mobile broadband access.

TATA DOCOMO marks a significant milestone in the Indiantelecom landscape, being the first to pioneer the per-second tariff

option-part of its 'Pay for What You Use'pricing paradigm.



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Objective

Primary ObjectiveTo know customer satisfaction level of

TATA Indicom.



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Methodology

Research Type:

For primary objective of research start with Exploratory Research

design (observation) .

Method of Sampling:

Probability sampling.

Simple Random Sampling

Sample size:

The size of sample selected is 50 people (ofTata Indicom of Rajkot)



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Primary Data:Through personal interview and respondents by questionnaire

with customers ofTata Indicom.

Method of Data Collection:

Through the questionnaire and personal interactions.



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TATA have their own retail business unit

located at all cities.

HNI (High network individuals)

HNI network is used for selling only postpaid products ofTATA

Indicom like data cards, walky talky, mobile phones. It provides

after sales service also.

EBS (Enterprise Business Service)

The Enterprise Business Service function drives business growth

& customer centricity by providing telecom related solutions toCorporate Entities. The EBS function also undertakes customer

relationship management and retention along with revenue

enhancement and channel management.



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BRBU(Branded Retail Business Unit)

The Branded Retail Business Unit looks after the retail chain of theTATA Indicom Exclusive stores. Branded retail has a national

presence with over 3100 outlets comprising of600 TTSL (Company)

owned stores and more than 2500 stores in the Franchisee format

Branded Retail outlets have become the touch points for its customers

in more than top 1000 towns in India.

CMBU(Consumer Market Business Unit)

The Consumer Market Business Unit (CMBU) deals with the

large and dynamic pre-paid segment of the telecom sector. CMBU has

always offered to its customers with innovative offers like Non StopMobile (Lifetime Validity) attractive bundled packages (handsets +

connections), cheapest tariff plans, etc.



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EXCLUSIVE BRANDING



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Tolani Institute ofManagement Studies

Roadside stalls have high visibility and could do with a little

beautification.

Tata Indicom used this innovative form of branding and

selected a few food stalls in the mall area and other popular markets for this exercise.

This worked out to be both cost-effective and high on

visibility.

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Products

Internet

Dial up

Mobile

Wireless

Mobileservice

Post paid

Prepaid

Mobilehandset

Landline

Wirelessphone

Landlinephone



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Dial-up Internet through

Landline from TATA Indicom, provides bundled

dialup internet access along with Landline Connection.

This dialup internet service is activated by default for oncustomers phone, no Separate subscription is required.

Customers have to purchase an external modem or use

PC/Laptops internal modem to connect to internet.After

creating the dialler on Computer ,internet facility will

activate.



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Mobile internetT

AT

A Indicom offers world-class internet service through the CDMAnetwork.. Just connect TATA Indicom mobile phone, using a data cable to PC

or Laptop & get started .TATA Indicom Internet through mobile service offers

world-class standards for wireless Internet access.

The benefits are:

High speed Internet access.

No need to buy an external modem since your existing TATA Indicom

mobile phone has one.

User can receive and make voice calls when no active data transfer takes

place.

Wireless internet

It is used with a USB modem, so we can use where ever we go. It

provides high speed connection.



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Customer satisfaction To satisfy the customers is the mission and purpose of every

business.

Satisfaction of customer is essential for retention of customers and for

continuous sales of the products and services of the company tocustomers.

Each consumer has the different behavior in their life. So, the marketer

satisfies the consumer, he must very well know the behavior of

consumer.



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Customer retention

A companys ability to attract and retain new

customers, is not only related to its product or services, but

strongly related to the way it services its existing

customers and the reputation it creates within and across

the marketplace.

For the customer retention Tata Indicom provide

different scheme of existing customer



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Walky - Special Loyalty Offers

PlansCMO 99 Photon 149

Device Price (Rs.)

999 (WP 822R, Walky Talky C2 & ETS

2222+)

1199 (LG LSP 450T)

999 (WP 22R, LG LSP 450T, Walky

Talky C2 & ETS 2222+)

Monthly Rental (Rs.)99 149

Special Discount First 6 months Rental FREE First 3 months Rental FREE

FREE Calling Usage600 mins to the Tata Mobile number in

same account, every month for life

150mins Local Free

Tariff

Local & Intra-circle ( Rate / Min)

All TATA Fixed/WLL 30p 30p

All otherFixed/WLL 40p 50p

All TATA Mobile 50p 30p

All Other Mobile50p 50p

STD (rate/min)

All STD Calls50p 50p

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FINDINGSFINDINGS

From the study I have seen that most of the Tata users are in mobile

segment and also data card market is very good.

Majority of the users from the sample size perceive Tata Indicom as a

good telecom service provider company.

Scheme and offers are provided by the company are also designed by

keeping the benefit of the consumers in the mind.

The level of un-satisfaction is also prevailing among the users but is

very low in extent.



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SUGGESTIONSSUGGESTIONS

Company should increase the quality of its services and should

undertake the promotion activity in a way by which they reach more

closely to the consumers.

Tata Indicom should launch attractive offers and schemes particularly

in land line segment in order to increase number of switchers and to

compete BSNL and reliance.

Tata Indicom already have a good infrastructure and also have good

network connectivity but then also it should increase its connectivity invillages area, towns and state highways by installing mobile towers

over there.



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It should introduce some good and stylist handsets at

affordable rates.

Company should do the efforts in order to increase the

internet speed.

Company should also make efforts to increase the quality

of after sales services.



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BIBLIOGRAPHY

www.Tataindicom.com

www.Tatateleservises.com

www.ichoose.com

www.google.com

www.yahoo.com

www.wikipedia.com



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