A STUDY ON “ASIANET BROADBAND SERVICES

AND ENHANCING CUSTOMER SATISFACTION

LEVELS”

SUMMER INTERNSHIP PROJECT

Submitted to
ASIANET SATELLITE COMMUNICATIONS LTD

In partial fulfilment of the requirements for the award of the

BACHELORS DEGREE IN BUSINESS
ADMINISTRATION (2019-2020)
By
Manan Milind Falke
Reg No:
RNC Arts, JDB Commerce, NSC Science
College, Nashik Road, Nashik.

i
ASIANET SATELLITE COMMUNICATIONS LTD 2019

DECLARATION

I, Manan Milind Falke hereby declare that this internship report is a record of work
st
carried out by me at Asianet Satellite Communications Ltd during the period from 1
st
June to 1 January 2020 under the guidance of Mrs. Neeta Kedare, Faculty, RNC Arts,
JDB Commerce, NSC Science College.

This study was undertaken in partial fulfillment of the requirement of the award of the
Bachelors in Business Administration in RNC Arts, JDB Commerce, NSC Science College.

I also declare that this report has not been submitted to any other university/board for the
award of any degree/diploma.

Place: Manan Milind Falke

Date:
ASIANET SATELLITE COMMUNICATIONS LTD 2019

ACKNOWLEDGEMENT

The gratification and elation of this project will be incomplete without mentioning all the
people who helped me to make it possible, whose guidance and encouragement were
valuable to me.
First of all, I thank the God Almighty for his immense grace and blessings at each and
every stage of the organizational internship.

I take this opportunity to extend my sincere gratitude to Dr. Mahesh Auti, Principal,
RNC Arts, JDB Commerce, NSC Science College, for providing this opportunity of
practical learning experience in the Organization.

I am thankful to my Faculty Guide at RNC Arts, JDB Commerce, NSC Science College ,
Nashik, Maharashtra, Dr. Neeta Kedare, for giving me her valuable guidance to execute
the organization Study as per university requirements.

My sincere thanks to my project guide, Mr. Satish Sir, customer care head for giving me
an opportunity to carry out my project study at Asianet Satellite Communications Ltd and
for sparing his valuable time for the same. It was a learning experience to work with him.

I would like to record my deepest sense of gratitude to my friends who encouraged me for
making this Organization Study a success.

iii
ASIANET SATELLITE COMMUNICATIONS LTD 2019

CONTENTS
PAGE
TITLE NO.

Acknowledgements iii
Contents
Executive Summary 1

SECTION 1: PROFILE STUDY OF THE

ORGANIZATION
CHAPTER 1 INDUSTRY PROFILE 3-7
1.1 Media and Entertainment Industry 3
1.1.1 Market Dynamics 3
1.2 Broadband Industry In India 6

CHAPTER 2 ORGANIZATION STUDY 8-26

2.1 Company History 8
2.2 Vision 8
2.3 Company Profile 8
2.3.1 The Rajan Raheja Group 9
2.4 At the Helm Of Affairs 11
2.5 Services Offered 11
2.5.1 Asianet Digital 11
2.5.2 Asianet Broadband 12
2.5.3 ACV 13
2.5.4 Asianet Teleshop 14
2.5.5 Asianet Mobile TV 15
2.5.6 Asianet Eye 15
2.6 Organizational Charts 15
2.6.1 Company Structure 16
2.7 Offices 16
2.8 Functional Departments 17
2.8.1 Supporting Divisions 17
ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.9 HR Policies 19
2.9.1 Method of Availing Leave 19
2.9.2 Probation Period 20
2.10 Asianet Broadband- Broadband Division of ASCL 21
2.10.1 Products and Services Offered By Asianet 22
2.11 Competitors 22
2.12 Market Share 23
2.13 Connection Cost 24
2.14 Plans Available for Sale 25
2.15 Future Services 25
2.16 Innovative Management Practices 26

CHAPTER 3 CORPORATE SOCIAL RESPONSIBI LITY 27-30

3.1 Corporate Social Responsibility Activities 27

3.1.1 Go Green Mission 27
3.1.2 ACV Nanma 27
3.2 Corporate Social Responsibility Policy 27
3.2.1 CSR Vision and Value 27
3.2.2 CSR Mission 27
3.2.3 CSR Charter 28
3.2.4 CSR Framework for the operational aspect 28
3.2.5 Our Core Focus Areas 29
3.2.6 CSR Policy 29
3.2.7 Management Structure and CSR Integration 30
ASIANET SATELLITE COMMUNICATIONS LTD 2019

3.2.8 Budget and Implementation 30

SECTION 2 – PROBLEM CENTERED ST UDY

OF THE ORGANIZATION

CHAPTER 1 PROBLEM FORMULATION 31-33

1.1 Title of the Study 31

1.2 Background of the study 31
1.3 Statement of the problem 31
1.4 Relevance of the Study 33

CHAPTER 2 RESEARCH PROCESS 34-49

2.1 Objectives of the study 34
2.2 Scope of the study 34
2.3 Research Methodology 34
2.3.1 Research Design 34
2.3.2 Research Approach 35
2.3.3 Research Instrument 35
2.3.4 Research Period 35
2.4 Tools for data Collection 35
2.5 Methods of data collection 35
2.6 Sampling and sample size 36
2.7 Sample Procedure 36
2.8 Limitations of the study 36

CHAPTER 3 PRESENTATION AND ANALYSIS OF DATA 37-58

3.1 Analysis and Interpretations 37
3.1.1 Tabulation 37
3.1.2 Percentage Analysis 37
3.1.3 Diagrams 37
3.1.4 Pie Diagram 38
ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 4 INTERPRETATION AND CONCLUSIONS 49-49

4.1 Interpretation 49
4.2 Conclusions 49

CHAPTER 5 SUGGESTIONS/ RECOMMENDATIONS 50-51

5.1 Asianet Mobile APP integration suggestions 50

5.1.1 Technician App 50

5.1.2 Customer App 51

Bibilography 52
Annexure
 EXECUTIVE SUMMARY
Asianet Broadband is a division of Asianet Satellite Communications Ltd, which
is the largest cable network Services Company in Kerala. It has been ranked among the
top 10 Internet Service Providers (ISP’s) in India by TRAI and also one of the fastest
growing ISP’s in India. Asianet Broadband uses state of the art DOCSIS and GPON
technology that has been adopted by world leaders in the Internet space. Established in
1993.Asianet Broadband has a bandwidth capacity of more than 100 Mbps, which is
considered average in the state of Maharashtra among the new generation private ISPs.
They are currently offering their services in Maharashtra and Operating from
Thiruvanathpuram, Kerala. The company's aim is to establish and tighten its grip in the
Maharashtra region and North India. The Asianet Satellite Telecommunication is having
its operation in around 5 cities i.e. Kolhapur, Chandrapur, Nashik, Satara, and
Ahmednagar. Asianet Broadband which is a part of R. Raheja Group has been ranked one
of the top 20th ISP’s in India according to TRAI. Asianet broadband have many
competitors, they are BSNL, Idea, Airtel Extreme, Rail wire, Reliance Jio etc. The
company is enlarging its boundaries beyond south India.
This study aims at finding out the reasons for the decreasing customer base of
Asianet broadband and enhancing the customer satisfaction levels to better levels with
suggestions and recommendations understanding the process and needs. The study was
done by evaluating the customer responses through telephonic interview and market
survey seeking their suggestions to serve them better. The project helped me on getting a
firsthand experience of a corporate working environment. The organization study helped
me in understanding more about Internet Service Providers, major competitors of
broadband, customer‘s expectations, requirements etc.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

SECTION-I
PROFILE STUDY OF THE ORGA NIZATION
ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 1

INDUSTRY PROFILE

1.1 MEDIA AND ENTERTAINMENT INDUSTRY

The Indian Media and Entertainment (M&E) industry is one of the fastest growing
industries in the country. Its various segments—film, television, advertising, prints media
and music among others—have witnessed tremendous growth in the last few years and
few Ups and Downs. Proving its resilience to the world, the Indian M&E industry is on
the cusp of a strong phase of growth, backed by rising consumer demand and improving
advertising revenues. The industry has been largely driven by increasing digitization and
higher internet usage over the last decade. Internet has almost become a mainstream
media for entertainment for most of the people.
1.1.1 Market Dynamics

The Indian media & entertainment sector is expected to grow at a Compound

Annual Growth Rate (CAGR) of 14.3 per cent to touch Rs 3.07 Lakh Crores (US$ 43.93
billion) by 2024, while revenues from advertising is expected to grow at 11.4 per cent to
Rs 99,400 crore (US$ 235.5 billion) by 2020.
Over FY 2019-22, radio will likely grow at a CAGR of 13.5 per cent, while digital
advertising will grow at 33.5 per cent. The largest segment, India’s television industry, is
expected to grow at a CAGR of 15 per cent, while print media is expected to grow at a
CAGR of 8.6 per cent.!
India is one of the highest spending and fastest growing advertising market
globally. The country’s expenditure on advertising is estimated at 28 per cent in 2019,
and is expected to grow by 11.4per cent in 2019, based on various media events like T20
Cricket World Cup, the Indian Premier League (IPL) and state elections. Television
Segment, which continues to hold highest share of spending, is expected to grow by 12.3
per cent in 2019 and 11 per cent in 2020.
The Foreign Direct Investment (FDI) inflows in the Information and Broadcasting
(I&B) sector (including Print Media) in the period April 2016 – December 2016 stood at
US$ 6.3 billion, as per data released by Department of Industrial Policy and Promotion
(DIPP).

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ASIANET SATELLITE COMMUNICATIONS LTD 2017

Television:

The Indian television segment is the largest contributor in terms of size to the
media and entertainment sector and accounts for over 47% of revenue.

With household televisions increasing from 175 million in 2015 to 195 million in
2024, India is estimated to be the 2nd largest television market, globally in 2016. As of
November 2016, India had one of the largest broadcasting industries in the world with
approximately 892 private satellite television channels. Total subscriber base for Indian
television industry is expected to increase to 187 million by 2019 from 175 million in
2015. As of March 2016, registered DTH subscriber base in India stood at around 88.64
million, of which, active DTH subscriber base in the country was around 58.53 million.

The key revenue streams in the television segment are television content creation
and television broadcasting. Digitalization of cable saw the television industry still on the
path of progress. The main Demand drivers in Television industry are:-

1) Increased no of channels and high quality video and audio contents being
delivered to the customers.

2) Increasing disposable incomes of the customers has made the customers to spend
more for electronic goods like television etc. which boosted the television sales
and viewer ship rates.

3) Digitalization and emergence of new digital medium like DTH,IPTV etc ,has
brought a new potential to deliver high definition videos and audio contents to the
customers which brings in more revenue.

Print:

The print sector is considered to be the second largest print market in the world. It
is also the second largest contributor in the media and entertainment industry after
television and almost accounts for 23% of market share. Television, print & films
together are likely to account for 82.2 per cent of market share in 2016, in value terms.
The print industry is estimated to reach USD4.76 billion in 2016 & is expected to grow at
a CAGR of 7.81 per cent between 2016-2020, with the market expected to reach USD
6.43 Billion by 2020.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

In print media, the rise in literacy rates, significant population growth, the rise in
incomes in smaller towns & the entry of big players in regional markets is likely to drive
future expansion of circulation & readership across India. Also the increasing income
levels & evolving lifestyles have led to robust growth in niche magazines segment.
Considering the huge potential in regional print markets; national advertisers are entering
These markets to increase their advertising share. Print was the largest contributor for
Advertising revenue accounting for 39.9 per cent of the advertising share in 2015 and is
projected to be 37.3 per cent in 2016.

The main Demand drivers in Print industry are:-

1) Rising literacy rates across the country

2) Increase in ad spends by companies

3) Increase in penetration into both rural and urban market

Films:

The film industry recorded a tremendous growth, with multiple movies scoring big
on box office collections. . Approximately 90-95 per cent movie screens are now
digitized in the country. Films contribute 12% market share in the M&E industry. The
Indian film industry is largest producer of films globally with 400 production & corporate
houses involved in film production. The revenues earned by the Indian film industry in
2016 would reach USD2.31 billion & are expected to further grow at a CAGR 9.4 per
cent during 2016-2020. Increasing share of Hollywood content in the Indian box office &
3D cinema is driving the growth of digital screens in the country.

Radio, Animation & VFX, Gaming and Digital Advertising:

Radio, animation & VFX, gaming & digital advertising are also emerging as fast
growing segments.

During FY15-20, these segments are expected to increase at CAGRs of:

 Digital advertising (33.54 per cent)

 Gaming (13.86 per cent)

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  Radio (16.94 per cent)

 Animation (16.15 per cent)

With increasing use of internet & other digital resources, Digital Advertising is expected
to grow at the fastest rate among peers like print media, radio & outdoor advertising.
Increasing FM enabled phones & car music systems have helped for growth of market
share of radio.

Out Of Home (OOH) & Digital:

With increasing penetration of internet & digital mediums, digital segment is

expected to outperform other sectors of entertainment. Although Out-of-Home segment
has a low contribution of 2% to the total of entertainment industry, in coming years it is
going to witness a significant growth.

Music:

The music industry is on fast paced growth with increasing international

associations. The Indian music industry is a consortium of 142 music companies. Players
are looking at new ways & mediums to monetize music, such as utilizing social media to
promote music. Mobile phones, iPods & mp3 players – devices that enable music on-the-
go – are becoming the primary means to access music. Digital music on mobile continues
to drive music industry revenue & digital revenues are expected to reach USD321.12
million by 2020. Digital revenues contribute 55 per cent of the music industry & are
expected to contribute close to 62 per cent by 2018.

1.2 BROADBAND INDUSTRY IN INDIA

According to the World Bank, 10% growth of broadband penetration rate will drive
1.4% growth of GDP (Gross Domestic Product). Government of India launched it's an
ambitious program “Digital India” on 1st June, 15. The success of this program depends
totally upon ubiquity of broadband services in India. In the technological era of today, the
“Broadband” has become the life line of internet users. It encompasses the technology and
equipment for the digital delivery of voice, video and data services. It's clear that in a
short time broadband has become a driver for all types of industries whether
manufacturers or service providers. Definitely within these industries, broadband as a

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

Market driver has reached ubiquity but not up to the last m ile user. Broad band’s
importance is certainly on the rise. It plays a significantly import ant role in the successful
running of business, transparent and smooth functioning of Go vernment but also day to
day life of even a common man is governed by it. The glo bal growth of electronic
commerce shows that people are becoming increasingly depen dent on the Internet for
communications and all type of services. The main constraints in ubiquity are, limited
availability of spectrum, higher tariff of Internet usages, non- availability of last mile
broadband connectivity, non-availability of electricity, non -availability of mobile
networks, less awareness about eServices and quality of services rendered.
India has the world’s third largest online population, with people accessing the
internet over mobile phones, laptops and desktops on a daily basi s. Number of Broadband
Internet subscribers increased from 85.74 million at the beginning of Jan 2015 to 99.20
million at the end of Mar-15 showing quarterly growth rate of 15.71%. Although several
private internet service providers have entered the broadband market with their own loops
and gateways, BSNL/ MTNL has continued to rule the market with its huge copper
infrastructure spread across India. The current rate of broadband subscribers is 192
million.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 2
ORGANIZATION STUDY

ASIANET SATELLITE COMMUNICATI ONS LTD

2.1 COMPANY HISTORY

Asianet Communications Limited was originally incorpo rated as a private limited

company named "Asianet Communications Private Limited" in New Delhi on 5 March
1991.
Asianet communications Commenced their Operations with the flagship
Malayalam channel Asianet. In 1992 Asianet Satellite Communications Ltd. the
subsidiary was started which was later wholly acquired by R Rah eja Group - May 1999.

2.2 VISION

To create infrastructure for the promotion of high-quali ty Video, Data & Voice
services through cable and to be a provider of such services in the most cost-
manner. effective

2.3 COMPANY PROFILE

Asianet Satellite Communications Ltd. is a private sector

investment Ltd. of Rajan Raheja group. The company is enga belonging to Hathaway
internet services. Asianet Satellite Communications is the:- ged in media, cable and

 Largest cable network services company in the state of K

erala, India.
 State’s own home-grown Internet Service Provider.

 One of the pioneers in Internet through cable.

 Largest private investors in Kerala with over Rs.350 Cror

infrastructure. e investments in

 First in the country to bring internet over cable through its

OWN Gateway.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

Asianet Satellite Communications Ltd is the largest cable ne twork services company
in Kerala. It is the leading service provider in the region for Cable TV and internet
solutions. The company is offering around 200 channels (43+ H D channels) which also
include self-owned channels under the Asianet Cable Vision (A CV) bouquet. Asianet is
also a pioneer in rolling out broadband internet access service s, branded Asianet Data
Line.
Asianet Satellite Communications is one of the largest priivate investors in Kerala
with over Rs. 350 crore investments in infrastructure consistingof Earth stations, 40,000
km’s of Hybrid Fibre Coaxial cable network spread over almostall the leading cities and
towns in the State, an underground Optic-Fibre backbone stretching for 700 km’s utilising
the special Rights of Way given by the Government of Kerala, and sophisticated facilities
for Web-based solutions and portal services, and direct submarine cable connect facilities
shared from BSNL and Airtel .
Started in 1993, Asianet Satellite Communications has today grown in size and reach.
Its cable network services operate from over 150 centres sprea d throughout Kerala and
touch over half a million homes and establishments.
The Corporate office is situated in Leela Infopark, Technopark, and
Thiruvananthapuram. It has 150 offices across Kerala. There are1226 on roll employees,
4 fixed term contract and 649 contract base employees, a total o f 1879 employees as per
April 2019.

2.3.1 THE RAJAN RAHEJA GROUP

The Rajan Raheja Group is well diversified with interests in a multitude of

businesses with great emphasis on being market leaders in their respective areas. Having
laid a strong foundation in the areas of Real Estate and Constructiion, Automotive
Batteries, Cement, Ceramic Tiles, Mutual Funds, Hotels, it has n w ventured into Media,
o
Entertainment, Networking and Broadband Internet, and Retailin g. Some of the group
Companies include:-
 Real Estate – The real estate division of the Rajan Raheja group is known for
quality homes and constructions.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

 Exide Industries Ltd - India's number one company in a utomotive and Industrial
Batteries controlled by the Raheja Group with a m arket share of 85% of
automotive batteries in India.

 Prism Cement Ltd - The largest single-phase kiln ceme n t plant in India with a 2
million tonne per annum capacity, set-up in collaboratio n with F.L. Smidth and
IFU of Denmark.

 H&R Johnson Tiles- Pioneers of the Indian wall and floor tile industry, is a
member of Johnson Ceramics International, UK one of the top five ceramic tile
companies in the world.

 RMC Ready-mix Co- promoters along with the world's la rgest manufacturers of
Ready mix concrete, RMC Group plc, UK.

 Globus Stores Pvt Ltd - This is a retail Chain venture of the group and has set up
Globus stores at Mumbai, Delhi , Chennai, Bangalore and Indore , plans to launch
more stores across the nation.

 Outlook – India's most exciting weekly news magazine with a circulation of over
2.5 lakh copies per week.

 Outlook Traveller - The most comprehensive travel maga zine covering India &
abroad.

 Outlook Money - India’s only personal finance with a circulation of

magazine over 1 lakh copies per week.

 Asianet Satellite Communications Ltd – The Company has state-of-the-art cable

TV distribution network in the state of Kerala.
 The R. Raheja Group also has its presence in various othe r industries like:
 Petrochemicals - Investment interests in the petrochem ical sector has ld to the
formation of Supreme Petrochem Limited. In association with Supreme Industries
Limited.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

 Asset Management – The group has a stake in Templeton Asset Management Co.
Pvt. Ltd..., a joint venture with Franklin Templeton Group, which manages over
US$220 billion worldwide.

 Software - A significant investor in Sonata Software, a company which today has

the distinction of being among the top software companies in India.

 Hospitality - The Group has entered into a joint venture with The Oberoi Group
to have a chain of hotels across India under the brand name Trident.

2.4 AT THE HELM OF AFFAIRS

President & Chief Operating Officer : Mr. G. Sankaranarayana

Executive Vice President (OTT Services) : Mr. S. Satish Kumar
Executive Vice President (Broadband) & CFO : Mr. V.S. Moni
Executive Vice President (Asianet Cable Service) : Mr. Binu George
Senior Vice President : Mr. Sasikanthan M V
Head (HR&IR) : Mr. D Raveendranath
Vice President (Network Operations) : Lt Col R. Rajeev (Retd)
Vice President (Materials) & Head (ACV : Mr. Ramachandran M P

2.5 SERVICES OFFERED

2.5.1 ASIANET DIGITAL

Started in 1993, Asianet has over the years, become one of the most well known
and cherished brands in India. The company forayed into Cable TV services with the
advanced cable TV technology of its time offering superior quality of viewing experience
and service to thousands of subscribers in select towns in Kerala along with the satellite
channel, Asianet (Asianet Communications Limited), the first Malayalam channel, as a
single entity during the initial years.

As one of the first cable operations in Kerala in early 90s, Asianet had a distinct
cable network with state-of-the-art technological design in consultation with Hutchison
Whampoa, Hongkong on Pan Asian grounds. Pioneers in the field with well-designed and

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

structured network comprising high quality equipments & cable; it also had launched
OFC communication by using optical fiber cables imported from Commscope Inc. USA
for the first time in India.

Since then, the cable service has been extended to various locations in Kerala and
is today the leading service provider in cable television services in the state. The company
has extended the Digital Cable TV service to Karnataka, Andhra Pradesh and Telengana
to help the realization of digitization in those areas where Asianet expertise in Digital
Cable TV service would add value.

Asianet has always been in the forefront of adopting the latest in technology; from
Analog the evolution to Digital technology has been embraced as early as in 2006 much
ahead of the rest of the country. Asianet has partnered with Cisco & LG, the global giants
for Digital Solutions for Digital Headend, Set Top Boxes, and Broadband network.
Asianet and Cisco’s association goes back to 2006 when both the companies started
working ahead of time to digitize the Kerala market.

Asianet Digital cable service offers the latest in Digital Technology with more
than 200 Video channels, including Premium HD channels. It is ahead of the deadline for
mandatory digitalization of Cable TV services and has digitized all the Phase III towns
covered by Asianet network and digitized many Phase IV areas. Asianet offers Premium
HD channels and also has the enviable distinction of offering Bundled services of high
Asianet Broadband with Digital cable TV services.

Plans are afoot to increase channels to over 350, including 50 HD channels, from
the current 200 plus video channels. Asianet has rolled out value added services with
VOD (Video on Demand) & also extended Digital TV services to different platforms
such as Smartphones, Tablets, etc through its multi-screen strategy.
2.5.2 ASIANET BROADBAND

Asianet Broadband is one of the flagship services of Asianet Satellite

Communications Ltd. (Estd: 1993). A market leader in Kerala, it has also been rated
among the top 20 ISPs of India by TRAI and also as one of the fastest growing ISPs in
India. Asianet Broadband uses state of the art DOCSIS technology which has been
adopted by world leaders in the Internet Space.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

With a subscriber base of over 1, 90,000 home, SME and corporate customers in
Kerala alone, it is now poised to expand to Tamil Nadu to provide internet solutions to the
enterprise level customers. Majority of the cities, towns and villages in Kerala have
already being wired up along with the Asianet Cable TV network, which a market leader
in the Cable TV Distribution.

Asianet Broadband has a bandwidth capacity of more than 4000 Mbps, which is
the largest in the state of Kerala among the new generation private ISPs. It can provide
complete solution for Broadband needs of corporates along with Web Solutions, Turnkey
Network Solutions, Wireless Networking Solutions, VoIP Solutions and LAN-WAN
System Integration Solutions. It has ISO 9001:2000 certification for the projects division.
Along with more than 150 service centers in Kerala, it has 24 X 7 customer care facility to
cater to its valuable customers.

2.5.3 ACV

ACV bouquet is the largest TV channel network in Kerala with 4 channels

available across the Asianet Cable network. Each of the channels is distinct in content and
presentation with distinct programming and style. ACV, the flagship channel, was created
in 1997 with a mix of programs and shows that was beamed to few towns initially for less
than 12 hours. Today, the channel is available across most of the major towns and cities
in Kerala with 24X7 programming.

The channel airs programs in categories of News & Current Affairs, General
Entertainment with a blend of Movies, Music, Infotainment, Lifestyle, Spiritual
messages, etc. The language is predominantly Malayalam. The channel is unique in its
operation of News & Current affairs with 40 editions of News bulletins aired
simultaneously across Kerala to, with in-depth local news coverage.

Typically, each day the content is bifurcated to 2 hours of Region-specific content

and 22 hours of common content across Kerala. During specific events of Regional and
Local interest such as cultural events or spiritual events, the programs are beamed live
and available with Local Telecast and/or All-Kerala feed. The shows and programs are
charted according to the viewer profile during different day-parts. The programs are
planned in accordance with viewer feedback and taste after qualitative research studies.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

Jukebox, the interactive channel was the first of its kind to be launched in 1999 in
Kerala. Music and Comedy clips are the videos that can be selected by the viewers of the
channel. Selection of video through a mobile phone or landline phone changed the way
content could be viewed and continues to be a popular source of television entertainment
with the delight of interactivity. Videos of the songs in Malayalam, Hindi, Tamil, English,
etc and Funny Videos are arranged in the channel in different folders which can be
navigated and selected by the viewer with a phone and tracking the navigation on the
television screen. The channel with All-Kerala transmission airs a Movie, daily in the
evenings.
Medley is another interactive channel similar to Jukebox, though instead of All-
Kerala transmission, this is available in local / regional centers. This channel was created
to meet the increased demand for another interactive channel. The content is Music and
Comedy clips.
ACV News is a News & Current Affairs channel with 6 news bulletins per day.
The news bulletins of the region as well as important news happenings from different
locations in the state of Kerala are aired. The channel also airs News features,
Entertainment news and Documentaries too.
Advantage ACV
 The visual feast of entertainment and news from the ACV bouquet of channels is a
staple diet for lakhs of viewers across the state of Kerala, since 1997 making it an
attractive ad proposition for advertisers.

 The high reach & affordable cost of the ACV bouquet makes it one of the most
preferred advertising vehicles for many domestic and National Brands.

 The unique advantages are the multiple ad options and the flexibility of advertising
either in All Kerala or in Local feed for optimum results.

2.5.4 ASIANET TELESHOP

Asianet launched the Teleshopping & Home Shopping network through an
exclusive Television channel & also by E-Tailing offering a variety of products in
Domestic, Kitchen, Electronics and consumer segments.

14
 At Asianet Teleshop (ATS), the mission is to provide the best shopping
experience to customers offering innovative products of good quality at affordable prices.
Here customer is dealing with a two decade old trusted brand and Asianet is committed to
live up to customer’s expectation.

2.5.5 ASIANET MOBILE TV

Asianet mobile TV is the OTT (Over the Top services) division of Asianet
Satellite Communications Ltd. Its objective is
to entertain the non-resident Malayalee
community across the world with popular Malayalam channels. They have made use of
the latest technology to enable the viewers to experience the best of Malayalam home
entertainment, anytime, anywhere and to access content across multiple platforms.
2.5.6 ASIANET EYE

Asianet Eye is a product of Asianet which is involved in surveillance camera

designing and installation. It started its operations only in few areas of Kerala.

2.6 ORGANISATIONAL CHARTS

2.6.1 COMPANY STRUCTURE

Asianet Satellite
Communications Ltd

Asianet Asianet Asianet Asianet Asianet

Cable Data Cable Exhibitions Teleshopping
Service Line Vision

Analog Digital Broad Web VOIP ESG

(CATV) (ADTV) Band hosting

Fig: 2.6.1.1 ASCL Com pany Structure

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

Fig: 2.6.1.2 ASIANET DATA LINE (ADL)

2.7 OFFICES
The operations of Asianet Satellite Communications are based out of 6 geographical
divisions in Kerala. And also they provide services outside Kerala such as in Tamilnadu,
Karnataka, AP and Telengana. Some of the regions were they provided with their offices
in their 6 geographical divisions includes, Trivandrum, Kollam, Kottayam, Kochi,
Thrissur and Calicut are as follows:-

16
 TVM KOLLAM KOTTAYAM KOCHI THRISSUR CALICUT

Attingal, Adoor, Changanassery Aluva, Chalakudy, Calicut

Enchakkal, Ambalapuzha, Karukachal, Angamaly, Guruvayur, Beypore,
Kallara, Chenganur, Chingavanam, Edavanakkad, Chavakkad, Calicut
East,
Kariavattom, Haripad, Ettumanoor, Fort Kochi, Irinjalakuda,
Feroke,
Kattakada, Kayamkulam, Kanjirapally, Mattancherry, Kodungallor,
Perambra,
Kovalam, Kottiya, Kidangoor, W.Island, Mannarkkad, Manjeri,
Murinjapalam, Kottarakkara, Palai, Kakkanad, Olavakode, Nilambur,
Nalanchira, Ayoor, Erattupettah, Kochi North, Ottapalam, Kannur,
Nedumangad, Kilimanoor, Kottayam, Vaduthala, Wadakkancherry, Thalassery,
Kanhangad
Neyyattinkara, Kozhancherry, Manarcaud, Kundanoor, Shornur,
Peroorkada, Pandalam, Mannar, Kochi South, Palakkad,
Peyad, Allepey, Mavelikara, Muvattupuzha Pattambi,
Varkala. Mohama, Vaikom, North Tathamangalam,
Chertala. Tiruvalla, Paravoor, Thrissur North,
Payippad. Perumbavoor, Thrissur South,
Puthen Cruz, Kunnamkulam.
Thrippunitura,
Palarivattom.

Table 2.7.1 Offices in the 6 Geographical Divisions

2.8 FUNCTIONAL DEPARTMENTS

The following departments help in managing the sub units and thereby the
efficient functioning of the organization.
2.8.1 SUPPORTING DIVISIONS

 Finance &Accounts
 Human Resources & Administration
 Legal and secretarial
 Materials
 IT &Systems
 Network management
 Marketing and Customer care

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ASIANET SATELLITE COMMUNICATIONS LTD 2019


Finance department:

The Finance Department is in charge of managing the financial aspects of the

firm. Their primary duty is to create wealth so that the investors, Rajan Raheja group get
returns for their investment. The finance wing analyses and sanctions the individual
budget for different SBUs of Asianet Satellite Communications -ACS, ADL and ACV.
They manages customer billing, business transaction records, st atements to be submitted
to bankers, insurers etc. Preparation and maintenance of costin g records and
financial statements are one of their major duties. preparing
 Marketing department:

The Marketing department manages the promotional

divisions of the firm. They coordinate the sales activities of activities for various
promote their services through direct door knock activities, Inter various divisions. They
mass media based advertisements. They are also responsible in e net based marketing and
and quarterly sales targets are achieved by various centers. T hnsuring that the monthly
plans and offerings to provide for ADL, ACV and ACS. An ey also decide on what
managing the franchisee associates who are in charge of bill col other important duty is
also coordinates the negotiations with business partners lection. The Department
opportunities. The talks with business partners for Asianet Lin on potential business
coordinated by marketing department. k Internet plan is being
 Network Management:

The Network Management Team is in control of the

Company. Primarily they plan and execute the expansion of the Cable network of the
They oversee periodic and preventive execution of network m existing cable network.
they monitor and analyze the network health, whether the cables aintenance. Periodically
condition. Network management department provides the te laid are still on working
organization. It‘s their duty to prepare the bill of material, before chnical support of the
They design the upgradation of selected areas and network relate acquiring the equipment.
d activities in that region.

Materials department:

The Procurement of various categories of goods needed f

Develop and maintain appropriate stock management procedure aor different departments.
nd practice. They are
ASIANET SATELLITE COMMUNICATIONS LTD 2019

responsible for Issuing of tenders, evaluation of tenders, mainten ance of records related to
stock keeping and delivery of goods

IT& Systems department:

Systems department is in charge of the IT related activi ties of the organization.

They supply computers as per requirement, to their centres. T hey also deal with the
maintenance of the computers. They monitor the internal connection. They are
responsible for preparing the annual maintenance contract. Alo ng with these functions,
the systems department deals with networking and trouble shooti ng.
 Secretarial & Legal department:

The Secretarial and Legal Department takes care of the legal aspects of the firm.
Union activities are active in the organization. One of the major duties of legal
department is to liaison with labor unions. Along with that they ensure compliance with
the norms of the company law.
 Human Resource department:

The HRD deals with the staffing and training of employees for improving their
output and performance. Performance appraisal review and processing and deciding on
Workers' compensation, Position classification and grading of employees and planning on
employee retention program.

2.9 HR POLICIES

 Working days- Monday- Saturday

 Working hours- 9.30a.m – 5.30p.m on weekdays and 9.30 a.m – 1p.m on

Saturdays
Holidays- every employee shall be allowed to enjoy 13 paid holi ays during one calendar
d
year which includes national and festival holidays.

2.9.1 METHOD OF AVAILING LEAVE:

Casual leave-
 Shall be applied before 24hours of proceeding on leave

 In emergency cases employees shall intimate the same within 24 hours

ASIANET SATELLITE COMMUNICATIONS LTD 2019

Sick leave-
 Shall be sanctioned for a day or more at a time

 For leave exceeding 3 days, the employee should produce a medical certificate
from a registered medical practitioner not below the rank of an Asst. Surgeon.
Privilege leave-
 Application for PL shall be made to the sanctioning authority before 7 days

 Maximum of 24 days shall be allowed to avail during the subsequent year

 The total number of PL carried forward to a succeeding year shall not exceed
60days.

2.9.2 PROBATION PERIOD:

SL. NO CATEGORY PROBATION PERIOD

1 - Executive Vice President

NA
- Sr. Vice President

- Vice President

2 - Dy. Vice President

Four Months
- Asst. Vice President

- Sr. Manager

3 - Managers
Six Months
- Dy. Managers

- Asst. Managers

4 All Other Category One Year

Table: 2.9.2.1 Probation Period

ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.10 ASIANET BROADBAND –BROADBAND DIVISION OF ASCL

Established in 1993, and one of the first Private ISPs in I ndia, Asianet Broadband
provides a full range of high quality services. Within a shor t span of time, Asianet
broadband has become Kerala’s largest private broadband ISP w ith more than 1, 90,000
subscribers throughout the state.
As an ISP, Asianet looks at being a user friendly provider of internet access, Web
services-commerce services, Data and voice connectivity services .Asianet Broadband
provides services to corporate, Educational institutions and residential customers.
Asianet is a pioneer in rolling-out broadband Internet access services, branded
Asianet broadband, on its state-of-the art Cable TV Networ k and has business and
residential subscribers across Kerala. With a view to ensure hig h bandwidth availability,
Asianet has also set up its own International Satellite Gateways at Thiruvananthapuram
and Kochi. But now it serves as a backup to the submarine cable connect facility.
Asianet has a total Internet bandwidth capacity of more than 400mbps, which is
the largest in the state of Kerala, among the new generation private ISPs. Asianet
Broadband provides services to many Corporates, Educational Institutions and Residential
customers.
With the implementation of DOCSIS 3.0, the firm will be able to provide speeds
up to 300 Mbps to the customers. The firm has now updated its technology to DOCSIS
3.1 which is the latest of its genre.
Facts of Asianet:-
 ISP License for the State of Kerala. Internet Service launched in Trivandrum
during November 2000 and in Cochin during May 2001.

 In Thrissur by March 2002, Kottayam, Kollam by July 2002 and Calicut by

August 2002, and other major centers by March 2003.

 Network built on sound technology acquired from the ver y best in the world.

 Hardware and Software from the leading networking companies like CISCO,
Motorola etc.

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 ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.10.1 PRODUCTS AND SERVICES OFFERED BY ASIAN ET BROADBAND IN

KERALA:

1) Fixed Line Broadband internet service.

Providing cable based broadband internet services.

2) Leased Line Facilities (ILL).

Providing dedicated leased line facility for enterprise customers.

3) Server Co-location.
Provide server co location facility and 24*7 high speed internet connectivity for private
servers.

4) Web Casting.
Airing live video coverage’s over internet.

5) Domain Based Services.

Facility for creating web site address and personal email .
accounts

6) Web hosting.

Providing server space for hosting websites.

7) VOIP.
RI customers.
Special modem for enabling VOIP services. Primarily aimed at N

rvices through tie-ups

8) ALI (focused on capturing rural markets to provide internet
se with local cable TV service providers).

2.11 COMPETITORS
ces. Within a short span
Asianet broadband provides a full range of high quality servi
roadband ISP with more
of time, Asianet broadband has become Kerala’s largest private b
a has truly changed a lot
than 1, 90,000subscribers throughout the state. Broadband in Indi

22
ASIANET SATELLITE COMMUNICATIONS LTD 2019

of things in almost every field. It has not just touched and changed the lives of Indian
people; it has also made an impact in almost every field.
There are a number of Internet Service Providers providing Internet services
throughout the country. The various services and products on offer by these various
internet service providers in India are quite accommodating and flexible and also make
sure that customer satisfaction is achieved. The below mentioned are the companies that
Asianet broadband have to counter in the broadband market sector in India.
 BSNL
 RELIANCE
 AIRTEL
 RAILWIRE
 IDEA
 RELIANCE JIO INFOCOMM LTD
From the survey and the database of customers provided by the company, we able
to understand that the main problem faced by Asianet broad band services were about the
increase in number of disconnections. We could interact with customers who opted out
Asianet Broadband connections and reasons were analyzed. The new entrants of
competitor’s like Reliance Jio and the offers provided by it was one of the major reasons
for the customers to shift to other provider.

2.12 MARKET SHARE

The market share analysis were done based on the survey conducted in different
regions all over Kerala. Nearly 1000 responses were received. The interest of customers
were identified through the survey
Across Kerala, 54% of internet users connect to internet using both broadband and
mobile data, 20% connect only through broadband and remaining 26% connect using
mobile data. Out of broadband users, the market share of Asianet broadband is 21%,
followed after BSNL. But being a market follower its primary motive is profitability.
Asianet focuses on maintaining customer relations. Customers tend to choose providers
based on availability, speed, offers and customer service.
In mobile internet service providers, Reliance Jio comes first with a market share
of 33%, followed by BSNL with 19 %.

23
ASIANET SATELLITE COMMUNICATIONS LTD 2019

Fig: 2.11.1. Market Share

2.13 CONNECTION COST

 Modems are property of Asianet & Free to use.

 All modems have only rental charges which are to be paid once. Activation
charges are

D2 wired - Rs 999
D2 wifi - Rs 1499
D3 wired - Rs 1699
D3 wifi - Rs 2599
All taxes are extra and has 15% tax with the monthly payment connection cost.

 Modems are property of Asianet & Free to use.

 All modems have only rental charges which are to be paid once. Activation
charges are

D2 wired - Rs 999
D2 wifi - Rs 1499
D3 wired - Rs 1699
D3 wifi - Rs 2599
 All taxes are extra and have 15% tax with the monthly payment.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.14 PLANS AVAILABLE FOR SALE

Asianet offers many limited and unlimited plans for both prepaid and postpaid
customers. According to the requirements for customers, plans are chosen. There are
different plans which are available for sale in Asianet Broadband services. Some of the
revised plans from May 2019 provided by the company is as follows; and further plans of
limited and unlimited plans for prepaid and postpaid were included in the Annexure 4.

Fig.2.13.4: Revised Plans from May 2019

2.15 FUTURE SERVICES


Internet access on TV through set-top boxes
 On-Demand Services (Video / Audio Streaming)

 VoIP (Voice over Internet Protocol)

 Internet Of Things (IOT)

ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.16 INNOVATIVE MANAGEMENT PRACTICE S

Asianet has a total Internet bandwidth capacity of more than 400mbps, which is
the largest in the state of Kerala, among the new generation private ISPs. Asianet
Broadband provides services to many Corporates, Educational Institutions and
Residential customers. With the implementation of DOCSIS 3.0, the firm will be able to
provide speeds up to 300 Mbps to the customers.

 ISP License for the State of Kerala. Internet Service launch ed in Trivandrum during
November 2000 and in Cochin during May 2001, in Thrissur by March 2002, Kottayam,
Kollam by July 2002 and Calicut by August 2002, and other major centers by March
2003.
 Network built on sound technology acquired from the very best in the world.
 Hardware and Software from the leading networking ies like CISCO,
compan Motorola etc.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 3

CORPORATE SOCIAL BILITY

RESPONSI

TIVITIES
3.1 CORPORATE SOCIAL RESPONSIBILITY AC

3.1.1 GO GREEN MISSION

tices and bills are sent to
This is an initiative by the company through which all noner environment. This is
the customers in electronic form. This move is aimed at a gree
supported by the ministry of Corporate Affairs.

3.1.2 ACV NANMA

y welfare activities like
ACV Nanma is an employee‘s charity initiative. Man by the employees under
sponsoring poor children, wheel chair donation etc is carried out
this program.
LICY
3.2 CORPORATE SOCIAL RESPONSIBILITY PO

3.2.1 CSR VISION & VALUE

its enforcement towards
Asianet Satellite Communications Limited is vigilant in elopment and inclusive
corporate principles and is committed towards sustainable dev corporate culture which
growth. The Company constantly strives to ensure strong R) values with business
emphasizes on integrating Corporate Social Responsibility (CS nagement, environment
objective. It also pursues initiatives related to quality ma
preservation, and social awareness.

3.2.2 CSR MISSION

nate care and committed
The Company subscribes to the philosophy of compassioy a willingness to build a
to act on an ethos of generosity and compassion, characterized bes towards becoming a
society that works for everyone. Further the Company strivunity development, and
socially responsible corporate entity with a thrust on Commrstone of CSR policy of
education through sustained business conduct. This is the corne
the Company.
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ASIANET SATELLITE COMMUNICATIONS LTD 2019

3.2.3 CSR CHARTER

To attain its CSR objectives in a professional and integrated m anner, the Company has
formulated policies for social development that are based o n the following guiding
principles:

 Adopting an approach that aims at achieving a greater balance between social

development and economic development;

 Adopting new measures to accelerate and ensure the basi c needs of all people
including working towards elimination of barriers for t he social inclusion of
disadvantaged groups;

 Focusing on educating the girl child and the underprivileged by providing

appropriate infrastructure, and groom them as future value creators;

 Assisting in skill development by providing direction and tech nical expertise to the
vulnerable thereby empowering them towards a dignified life;

 Promoting an inclusive work culture;

 Working towards generating awareness for creating public rastructure that is

inf barrier free, inclusive and enabling for all including the y and the disabled;
elderl
heir families through
 Promoting the wellbeing and development of employees and
t an inspiring corporate culture that encourages good values;
ring on issues
 Motivating employees of the Company to spend time voluntee
pertaining to CSR;
timely help to affected
 Responding to emergency situations & disasters by providing
victims and their families.
ECT
3.2.4 CSR FRAMEWORK FOR THE OPERATIONAL ASP
relevant Agencies and
 Stakeholder involvement (Community, Employees, Customer,
CivilSociety)

 Transparency and reporting

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

3.2.5 OUR CORE FOCUS AREAS

 Community Development

 Education

3.2.6 CSR POLICY

1. Objective:
The policy document is an attempt to articulate the company’s Social
Responsibility. The framework enables to put in place policies and practices in line with
this policy. The social policy document is an attempt to showcase the linkage of our
social objectives with business strategy.

2. The CSR Approach:

 At Asianet, the approach is to interweave social responsibility into the

company’s mainstream business functions through translating commitments into
policies, which not only drive all employees but influence and mobilize to
embrace responsible business practices in their respective spheres of action. The
policy affirms business objectives and strategy along with our commitment to
augment the growth and development of employees, the communities we operate
in, and our investors.

 The commitments of Asianet Satellite Communications Limited under the gamut

of CSR, based on the CSR Charter, are as follows:

3. Community Development:

The community is an integral part of the business environment. Business intervention

can have a positive or negative effect on a community. The need assessment and
engagement process is critical to the system and demands focus on a case-to-case basis,
which includes setting up strong ties with the community. Factors that affect the local
community could range from education, health and hygiene, to displacement, livelihood
and environmental concerns. There could be a combination of some of these factors or all
of them. Reach and penetration could be enhanced by roping in agencies working in the
area. The objective is to augment overall economic and social development of local
communities by discharging our social responsibilities in a sustainable manner.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

4. Education:
Education is the basic tool to bring development to an area and its population. We aim to
create an aware pool of human resource both within and across our area of operations. We
are committed to bridging the digital divide between the ‘haves’ and the ‘have nots’. A
sustainable education model could be strengthened through partnership with relevant local
agencies. The CSR gamut is covered by these broad areas but notlimited to them.

3.2.7 MANAGEMENT STRUCTURE AND CSR INTEGRATION

Asianet Satellite Communications Limited CSR will b e internally headed by

President & COO, Mr. G Sankaranarayana. He imparts the guidi ng strategy and direction
to the entire company’s CSR. We at Asianet Satellite Comm unications Limited shall
follow the broad guidelines for the same.

The President & COO along with Head – Human Resour ces will be authorized to
take strategic decisions in Consultation with the CSR Committee on CSR with inputs
from Departmental Heads. A periodical report needs to besubmitted to the CSR
Committee about the measures taken for implementation of the P olicy.

3.2.8 BUDGET & IMPLEMENTATION

The Budget shall be arrived at on computation of:

1) Two percent of the average net profits calculated in accordance with the
provisions of Section 135 of the Companies Act, 2013 read with the Companies
(Corporate Social Responsibility Policy) Rules, 2014;

2) any income arising there from; and

3) surplus arising out of CSR activities

Thereafter, a specific budget shall be allocated to a speci fic project activity. The
CSR Committee constituted shall monitor the project expen diture and the surplus
arising out of the CSR activity will not be part of business pr ofits of the Company.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

SECTION - II
PROBLEM CENTERED STUD YOF THE
ORGANIZATION

31
ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 1
PROBLEM FORMULATIO N

1.1 TITLE OF THE STUDY

The title is, “A study on Asianet Broadband Services a nd enhancing customer

satisfaction levels”.
1.2 BACKGROUND OF THE STUDY

Asianet broadband services included and covered all the o perations and processes
starting from lead generation of a new customer to servicing for customers, retention
tools and methods adopted resolving the issues, customer sa tisfaction measurement,
feedback collection, telephonic interview and survey.

Asianet Broadband is a division of Asianet Satellite Comm unications Ltd, which is

the largest cable network Services Company in Kerala. It has be en ranked among the top
10 Internet Service Providers (ISP’s) in India by TRAI and also one of the fastest growing
ISP’s in India. Asianet Broadband uses state of the art DOCSI S and GPON technology
that has been adopted by world leaders in the Internet space.

This study aims at finding out the reasons for the decreasing customer base of
Asianet broadband and enhancing the customer satisfaction levels to better levels with
suggestions and recommendations understanding the process and needs. The study was c
done by evaluating the customer responses through telephoniinterview and market
survey seeking their suggestions to serve them better.

1.3 STATEMENT OF THE PROBLEM

This project is entitled with customer satisfaction at Asianet. The statement of

problem is that whether the customers are satisfied with Asiane t Broadband service and
what are the major factors that lead to the customer dissatisfactio n and factors influencing
customer behavior.
1.4 RELEVANCE OF THE STUDY


This is analyzed to study the competitive advantage of the company in terms with its
peers and see how they function on the whole by matching wit h its competitors. This

32
ASIANET SATELLITE COMMUNICATIONS LTD 2019

Involves the company in undertaking new technologies and innovations that will
help them to diversify and also contribute to a better grow th prospects.
 Decrease the gap between the customer and the company.

 Better customer satisfaction levels which in turn increas e the company’s market
share and revenue generation.

 Requirement of an easy and integrated platform for a better customer relation

management.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 2
RESEARCH PROCESS
2.1 OBJECTIVES OF THE STUDY

Primary objective

 To study the customer satisfaction in Asianet.


Secondary objective

 To find out the reason that leads to dissatisfaction.

 To find out which region faces more problem.

 To understand the working of different levels at Asian et.

 To understand the polices and environment of corporate company

2.2 SCOPE OF THE STUDY

This study covers customer satisfaction towards Asianet broadband service. It

helps to find out the issues involved that leads to the dissat isfaction in the Asianet
broadband with a view to providing a framework for future solutions.

2.3 RESEARCH METHODOLOGY

Research methodology describes the research procedure which has been used in
the research .it is a way to systematically solve research problem . Research methodology
section deals with the data collection.

2.3.1 Research design

The research design used in this study is descriptive. It includes survey and fact
finding enquires of different kinds. The major purpose of descriptive research is
description of the state of affairs as it exists at present. The ma in characteristics of this
method are the researcher has no control over the variables h e can only report what
happened or what happening. Here the researcher tried to identif y various facts relating to
satisfaction level at Asianet. It describes the segment characteristics, estimate the

34
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ASIANET SATELLITE COMMUNICATIONS LTD 2019

proportion of people behaving in a certain way, making specific predictions using

longitudinal study, panels and sample survey.

Exploratory study helps in formulating problems more precisely, establishing

priorities for research, estimating impractical ideas and concept clarification using
literature research, experience survey, analysis of select cases,interviews, focus group
opinions, etc.

2.3.2 Research approach

Research approach is survey method conducted by calling each and every

respondent and collected data from them using a well-structure d questionnaire and also
by interviewing the personals.

2.3.3 Research instrument

Research instrument used in this survey is structured questionnaire.

2.3.4 Research period

st
The time for this research was one month from 1 April 2 017 to 31st May 2019.

2.4 TOOLS FOR DATA COLLECTION

The main tools that were used were telephonic interview, sur vey questionnaires,
feedback forms and customer suggestions.

2.5 METHODS OF DATA COLLECTION

The primary study is done by collecting data from pri mary sources and from
secondary sources.

Primary data

The primary data for this project is collected through telep onic interviews by the
h
investigator himself for the first time, discussion with officers and other staffs.
Secondary data

The secondary data needed for the study are collected from comp any brochures, company
records, websites and books from libraries etc.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.6 SAMPLING AND SAMPLE SIZE

In this study, the sample unit is customers of Asianet broadband Services and also
selected 300 customers from Kerala of different regions, which includes satisfied,
dissatisfied and ticket history data of customers. Thus, predetermined numbers of
observations are taken from larger population. From the customer data base of
disconnected as well as existing customers. The survey was conducted and thus measures
the satisfaction level of each customer. Survey includes knowing the major problems
faced by customers in regard to Asianet Broadband services. Customer service was
considered as one of the major issue faced by them. The researcher did survey of
customers of closed ticket data which helped to understand that customers are satisfied
when the issues are cleared.

2.7 SAMPLE PROCEDURE

 Data have been collected using simple random sampling method.

 The sample size selected for the survey is 300.

 For the purpose of the study the respondents were selected by simple random
sampling method, from a finite population where each sample has an equal part of being
selected.

2.8 LIMITATIONS OF THE STUDY

1) A detailed study of all customers of the company could not be carried out due to
shortage of time and large number of customer base.

2) The reliability of data used in the study depends upon information given by the
respondents.

3) A few respondents did not express their right attitude on certain questions.

4) The sample selected for the study is small, therefore the result cannot be applied
universally.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 3
PRESENTATION AND ANALYSIS OF DATA
3.1 ANALYSIS AND INTERPRETATIONS

The statistical data become organized, condensed, and intelligible through

classification and tabulation. It enables the analysis and interpretation. Analysis is the
process or planning the date in an ordered form in such a way to combine them with the
subjection of the study. Interpretation is the outcome of the analysis in form of
suggestions.

3.1.1 Tabulation

Tabulation means a systematic presentation of numerical data in columns and

rows in accordance with some salient features or characteristics

The important Statistical tools used in this study are:

1. Percentage analysis
2. Bar diagram
3. Pie diagram

3.1.2 Percentage analysis

Percentage analysis is used to find out the percentage of respondents from the total
number of respondents, responded to each question.

Number of observation
Percentage =----------------------------------100
Total no. of observation

3.1.3 Diagrams

Diagrams are the pictorial representation of collected data. The two types of diagrams are
bar diagram and pie diagram.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

3.1.4 Pie diagram

Pie diagrams are very popularly used in practice to show percentage breakdowns. The
pie chart is so called because the entire graph look like a pie and the components
resemble slice cut from pie.

1.] ISSUES FACED BY CUSTOMERS

Issues Faced Count of Issues

Billing 14
Customer Service 22
Illegal Data Usage 1
Inconsistent Connectivity 111
Payment Issues 6
Rate 18
Service Delay 10
Speed 48
Technical Issues
26
Grand Total 256

Table: 3.1.1 Count of issues faced By Customers

Fig:3.1.1 Percentage of issues faced by Custom ers

INFERENCE
43 % customers experience inconsistent connectivity & 19 % customers experience speed
issues from the sample data analysis.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

2.] CUSTOMER’S MONTHLY SPENDING FOR INTERNET

SERVICES

Monthly Spending Count

< 250 2
250-500 15
500-700 125
701-1000 72
1000-2500 60
2500-5000 14
>5000 4
Grand Total 292

Table: 3.1.2 Count of monthly spending for Internet Services

Fig: 3.1.2 Percentage of monthly spending for Inter net Services

INFERENCE
43% customers use the average plans from Rs. 500-700 range an d 25% customers use the
plans between Rs. 700-1000.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

3.] CUSTOMER’S AWARENESS ABOUT NEW PLANS

Awareness of New Plans Count

Neutral 13

NO 201

Yes 89

Grand Total 303

Table: 3.1.3 Count of awareness of new plans

Fig: 3.1.3 Awareness of new plans

INFERENCE
67% of the customers are unaware of new plans and offers provided by Asianet.

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4.] REASONS FOR SHIFTING TO OTHER ISPs

Reasons for shifting to other providers Count

Better Price 12
Better Service 23
Feasible 4
High Speed 29
Others 14
Grand Total 82

Table: 3.1.4 Count of Reasons for shifting to other providers

Fig: 3.1.4 Total percentage of Reasons for shifting to other providers

INFERENCE

28% of the customers shift to other ISP due to Better service provided b y other ISP and
35% due to high speed.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

5.] CUSTOMER SUGGESTIONS

Customer Suggestions Count

Better Customer service 80
High Speed 40
Low Rate 16
Uninterrupted connectivity 99
Grand Total 235

Table: 3.1.5 Count of customer suggestions

Fig: 3.1.5 Total percentage of customer suggestions

INFERENCE

42% customers suggest providing uninterrupted connectivity, 34% sug gest improving the
customer service and 17% customers suggest providing high speed internet service.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

6.] PAYMENT MODES

Payment mode Count

Direct 42
Offline 46

Online 214

Grand Total 302

Table: 3.1.6 Count of Payment modes

Fig: 3.1.6 Payment modes

INFERENCE

71% customers pay their bill through online.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

7.] SATISFACTION LEVEL

Satisfaction Count

Neutral 99

No 103

Yes 103

Grand Total 305

Table: 3.1.7 Count of satisfaction levels

Fig: 3.1.7 Percentage of Satisfaction levels

INFERENCE

34% of the customers are satisfied with Asianet broadband service and 34% are not
satisfied.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

8.] District wise problem concentration

Issues Trivandrum Ernakulam Kottayam

Customer service 20 13 9

Inconsistent connectivity 45 29 50

Speed 13 19 22

Grand Total 78 61 81

Table: 3.1.8 District wise problem concentration

District wise problem concentration

50
45
40
35
30
25
20
15
10
5
0
Trivandrum Ernakulam Kottayam

customer service inconsistent connecti vity Speed

Fig: 3.1.8 District wise problem concentration

INFERENCE

Trivandrum district has inconsistent connectivity issues t han other district as well as
Kottayam district faces speed issue.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 4
INTERPRETATION AND CONCLUSIONS

4.1 INTERPRETATION

1) Most of the customer’s experience inconsistent connectivity & speed issues.

2) 43% customers use the average plans from Rs. 500-700 range and 25% customers
use the plans between Rs. 700-1000.

3) Most of the customers are unaware of new plans and offers provided by Asianet.

4) Customers shift to other ISP due to Better service and high speed.

5) 42% customers suggest providing uninterrupted connectivity, 34% suggest

improving the customer service and 17% customers suggest providing high speed
internet service.

6) Most of the customers pay their bill through online.

7) 34% of the customers are satisfied with Asianet broadband services and 34% of
the customers are not satisfied with Asianet broadband service

8) 32% of customers are neutral with Asianet broadband service.

9) Trivandrum district has inconsistent connectivity issues than other district as well
as Kottayam district faces speed issue

4.2 CONCLUSIONS

For enabling a better service provider and channeling to the customers, we have
taken a formal discussion with the vendors and by taking the quotations form them in
selecting the most feasible and suitable one. With this the company will be able to
efficiently channelize their services and also take care of their customers, making them to
retain and also enhance the happiness of the end users. Thus with this the company is able
to provide a better interface to the customers thus making them recognize that their
priorities are the most important ones and delivering to the customers stimulates the
overall growth trajectory of the business into a positive and
dynamic approach of
working.

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ASIANET SATELLITE COMMUNICATIONS LTD 2019

CHAPTER 5
SUGGESTIONS / RECOMMENDATIONS

1) An integrated platform(CRM) for customer base management

2) Mobile App which can incorporate the technician, customer and the CRM
3) Customer feedback and notification handling system
4) Easy complaint registration and enquiry
5) To resolve these issues, we have recommended a mobile app that will help in
dealing with the customer issues which includes all these features:

5.1 ASIANET MOBILE APP INTEGRATION SUGGESTIONS

As per the survey it was found that the services provided by the Asianet
Broadband services were not satisfied by the customers. One of the major cause for this
dissatisfaction is lack of a proper integrated CRM [Customer Relationship Management].
By introducing Technician app and customer app, service delay can be reduced.
Example, when a field visit was allocated to a technician to a particular respected
region, it is his responsibility to reach the destination and complete the work within the
provided time. Thus by the technician app, service delay can be reduced. Also, the
customer app provided the customers to give the feedback for the technician as well as for
the service accepted. This both Customer app as well as the Technician app linked to
CRM. From the survey results, above suggestion was accepted by most of the customers.
Some of the features that expected to include in both Technician app and customer
app is as follows:-
5.1.1 TECHNICIAN APP
1) CRM Integration and customer locations.
2) Real time Issue Status Updates to CRM.
3) Ratings based on performance
4) Issue location alerts and updates.
5) Technician Slot allocation [service time, area].
6) Availability check of technicians. [On duty or leave]
7) Customer complaint history.
ASIANET SATELLITE COMMUNICATIONS LTD 2019

8) Plan up gradation request handling through tech app. [Forwarding to CRM]

9) Google Map customer location identifier and Feasibility checker.
10) Emergency paid service based on locations.
11) Unresolved issue forwarding to CRM.

5.1.2 CUSTOMER APP

1) Complaint registration
2) SACU and Usage checker
3) Alerts, Notifications – SMS, email, and payment alerts.
4) E- wallet [recharge, payments]
5) New plans, Offers and Discounts
6) Customer Info Edit. [OTP]
7) Service slot booking.
8) Call back option.
9) Emergency paid service
10) Up gradations
11) Feedback and Suggestions
12) Rating of technician and Asianet service
13) Spot activation options.
14) Complaint – tracking, status updates
15) Live chat and Call forwarding
16) FAQ answers and videos
17) Asianet TV app integration
18) Toll free number option
19) E-bills, paper bills, mobile bill option.
20) Integrating with CRM and technician app
21) Feasibility check option using Google Maps
22) App security

The integration of the mobile app with the CRM reflects the process flow of Asianet
broadband service.

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BIBLIOGRAPHY

ARTICLES & BOOKS

1) Broadband Services in India: Problems and Prospects by Dr. P.K. Sharma and
Vishwas Pandey, Volume: 8, Issue: 5, November 2015.
2) India’s fixed broadband market to reach $2.12 billion by 2017: IDC, Economic
Times, June 2014.
3) Marketing management by Philip Kotler, Kevin Lane ler, and Chapter 17.
Kel
and Industry, Karim
4) Bringing Mass Broadband to India Roles for Government
Sabbagh Jai Sinha Ashish Sharma
pling constants in small
5) Measurement of J (H, H) and long-range J(X, H) cou
eissner, Ole Winneche
molecules. Broadband XLOC and J-HMBC, Axel M
Sorense, Volume 39, Issue 1, January 2001, Pages 49-52.

WEBSITES
a.aspx
[1] https://www.ibef.org/industry/media-entertainment-indi
[2] http://asianetbroadband.in/enterprise-solutions/
[3] www.asianet.co.in
[4] www.bsnl.co.in
[5] www.trai.gov.in
operators/fy-16 hathway
[6] http://www.indiantelevision.com/cable-tv/multi-system-
revenue-up-137-percent-ebidta-up-517-percent-160527
[7] www.internetlivestats.com

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