Certificate

I, Mr. Apurv Kumar Saini, Roll No.0732131708 certify that the Project
Report/Dissertation (BBA-310) entitled “Customer Satisfaction and awareness of
Post Paid products of Reliance Communication” is done by me and it is an
authentic work carried out by me at Reliance Communication. The matter
embodied in this project work has not been submitted earlier for the award of any
degree or diploma to the best of my knowledge and belief.

Signature of the Student:

Date:

Certified that the Project Report/Dissertation (BBA-310) entitled “Customer

Satisfaction and awareness of Post Paid products of Reliance Communication” done
by, Mr Apurv Kumar Saini Roll No 0732131708 is completed under my guidance.

Signature of the Guide

Date:
Name of the Guide:
Designation:

Address: Tecnia Institute of Advanced Studies, New Delhi

Countersigned

Director/Project Coordinator

1
 ACKNOWLEDGEMT

I would like to take this opportunity to thank all those people, without whose cooperation
and support, this study would not have been possible. First and foremost, I would like to
express my gratitude to Miss Mona Goel, Tecnia Institute of Advanced Studies for his
guidance, encouragement and patience.

I am thankful to all the people who spend their valuable and precious time and responded
me without them I could not complete this project.

I would like to thank my family and friends for their support, encouragement,
cooperation and suggestions have helped me in successful completion of this project.

Apurv Kumar Saini

2
EXECUTIVE SUMMARY

The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man
would have access to affordable means of information and communication. Dhirubhai,
who single-handedly built India’s largest private sector company virtually from scratch,
had stated as early as 1999: “Make the tools of information and communication available
to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of
mobility.” It was with this belief in mind that Reliance Communications (formerly
Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic
backbone. This backbone was commissioned on 28 December 2002, the auspicious
occasion of Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6
July 2002. Reliance Communications has a reliable, high-capacity, integrated (both
wireless and wireline) and convergent (voice, data and video) digital network. It is
capable of delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for enterprises as
well as individuals, applications, and consulting. Today, Reliance Communications is
revolutionizing the way India communicates and networks, truly bringing about a new
way of life. Few men in history have made as dramatic a contribution to their country’s
economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still
have left behind a legacy that is more enduring and timeless.As with all great pioneers,
there is more than one unique way of describing the true genius of Dhirubhai: The
corporate visionary, the unmatched strategist, the proud patriot, the leader of men, the
architect of India’s capital markets, the champion of shareholder interest.
But the role Dhirubhai cherished most was perhaps that of India’s greatest wealth creator.
In one lifetime, he built, starting from the proverbial scratch, India’s largest private sector
enterprise. When Dhirubhai embarked on his first business venture, he had a seed capital
of barely US$ 300 (around Rs 14,000). Over the next three and a half decades, he
converted this fledgling enterprise into a Rs 60,000 crore colossus—an achievement

3
which earned Reliance a place on the global Fortune 500 list, the first ever Indian private
company to do so.

Dhirubhai is widely regarded as the father of India’s capital markets. In 1977, when
Reliance Textile Industries Limited first went public, the Indian stock market was a place
patronized by a small club of elite investors which dabbled in a handful of stocks.

Undaunted, Dhirubhai managed to convince a large number of first-time retail investors

to participate in the unfolding Reliance story and put their hard-earned money in the
Reliance Textile IPO, promising them, in exchange for their trust, substantial return on
their investments. It was to be the start of one of great stories of mutual respect and
reciprocal gain in the Indian markets. Under Dhirubhai’s extraordinary vision and
leadership, Reliance scripted one of the greatest growth stories in corporate history
anywhere in the world, and went on to become India’s largest private sector
enterprise.Through out this amazing journey, Dhirubhai always kept the interests of the
ordinary shareholder uppermost in mind, in the process making millionaires out of many
of the initial investors in the Reliance stock, and creating one of the world’s largest
shareholder families.
Methodology is an essential aspect of any project or research. It enables the researches
look at the problem in a systematic, meaningful and orderly way. Methodology comprises
the sources of data, selection of data, various designs and techniques used for analyzing
the data.
Type of Research : • Exploratory Research
• Descriptive research
Sampling technique • Convenience sampling
Sample Size : • 100
Samplings Areas : • Delhi, Ghaziabad
Primary Data : • Responses through questionnaires
• Conducted personal interviews with the
respondents.
Secondary Data : • Websites .
• News papers

4
 LIST OF TABLES

Table No Title Page Number

1 Table showing age group of the respondent 40
2 Table showing occupation of the respondent 41
3 Table showing purpose of using phone/Internet being 41
used for
4 Table showing Reliance Post Paid Connections 42
customer aware of
5 Table showing how respondents came to know about 43
the products
6 Table showing products consumers are using 43
7 Table showing consumers satisfied with the service 44
provided by the company
8 Table showing major reasons of dissatisfaction 45
9 Table showing products informed by sales executives 45
when they visits customers
10 Table showing channel prefer to buy by consumers in 46
telecom/internet services
11 Table showing services look before choosing the 47
product
12 Table showing is price & mobility is not the concern 48
then consumers prefer to buy
13 Table showing customers like to recommend Reliance 48
services to others
14 Table showing satisfaction level of network 49
15 Table showing satisfaction level of SMS Rates 50
16 Table showing satisfaction level of new schemes and 50
offers
17 Table showing satisfaction level of Internet speed 51
18 Table showing satisfaction level of Cost 52
19 Table showing satisfaction level of Customer Care 52
20 Table showing satisfaction level of Recharge outlets 53
21 Table showing satisfaction level of Call rates 54
22 Table showing satisfaction level of Value Added 54
Services

5
 LIST OF FIGURES

Figure No Title Page Number

1 Figure showing age group of the respondent 40
2 Figure showing occupation of the respondent 40
3 Figure showing purpose of using phone/Internet 41
being used for
4 Figure showing Reliance Post Paid Connections 42
customer aware of
5 Figure showing how respondents came to know 42
about the products
6 Figure showing products consumers are using 43
7 Table showing consumers satisfied with the service 44
provided by the company
8 Figure showing major reasons of dissatisfaction 44
9 Figure showing products informed by sales 45
executives when they visits customers
10 Figure showing channel prefer to buy by consumers 46
in telecom/internet services
11 Figure showing services look before choosing the 47
product
12 Figure showing is price & mobility is not the 47
concern then consumers prefer to buy
13 Figure showing customers like to recommend 48
Reliance services to others
14 Figure showing satisfaction level of network 49
15 Figure showing satisfaction level of SMS Rates 49
16 Figure showing satisfaction level of new schemes 50
and offers
17 Figure showing satisfaction level of Internet speed 51
18 Figure showing satisfaction level of Cost 51
19 Figure showing satisfaction level of Customer Care 52
20 Figure showing satisfaction level of Recharge 53
outlets
21 Figure showing satisfaction level of Call rates 53
22 Figure showing satisfaction level of Value Added 54
Services

6
 LIST OF SYMBOLS

S.No. Symbol Nomenclature & Meaning

1 - Hyphen
2 , Comma
3 ; Semi-Colon
4 : Colon
5 % Percentage
6 . Full-Stop
7 $ Dollar
8 * Asterisk
9 # Number Sign
10 / Solidus
11 @ Commercial at/At the Rate
12 ( Left Parenthesis
13 ) Right Parenthesis
14 { Left Curly Brackets
15 } Right Curly Brackets
16 ‘ Apostrophe
17 _ Low line/Underscore

7
 LIST OF ABBREVIATIONS

S No Abbreviated Name Full Name

1 GSM Global System for Mobile
2 US United States
3 IPO Initial Public Offering
4 RCOM Reliance Communication
5 TV Television
6 Mbps Mega bites per second
7 E Electronic
8 BFSI Banking Finance Service & Insurance Industry
9 IT Information Technology
10 RiTV Reliance interactive Television
11 EBITDA Earning Before Interest Tax Dividend &
Allowance
12 CDMA Code Division Multiple Access
13 HSDC High Speed Data Card
14 SMS Short Messaging Service
15 RIM Reliance India Mobile

CHAPTER 1: INTRODUCTION

1.1. COMPANY PROFILE

8
1.1.1. Reliance – Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group
founded by Shri Dhirubhai H Ambani (1932-2002), ranks among India’s top
three private sector business houses in terms of net worth. The group has
business interests that range from telecommunications (Reliance
Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Infrastructure Limited).
Reliance – ADA Group’s flagship company, Reliance Communications, is
India's largest private sector information and Communications Company, with
over 100 million subscribers. It has established a pan-India, high-capacity,
integrated (wireless and wireline), convergent (voice, data and video) digital
network, to offer services spanning the entire noncom value chain. Other
major group companies — Reliance Capital and Reliance Infrastructure — are
widely acknowledged as the market leaders in their respective areas of
operation.

1.1.2. Reliance World is a nationwide chain of world-class retail outlets for all
Reliance Communications products and services. It is designed to give the customer a
delightful experience of the digital world of information, communication,
entertainment and utility services. Besides a wide range of phones and associated
services, you will find a whole array of digital offerings at the Broadband Centre @
Reliance World. All Reliance World outlets are connected to Reliance’s countrywide
optic fibre network. The Broadband Centre @ Reliance World leverages this
broadband network to bring you offerings like Broadband Surfing, Online Gaming,
Video Conferencing, Digital Electronic News Gathering, Digital Services, eLearning,
eTicketing, Virtual Office & many more services. With 241 Reliance World outlets
across 105 cities in the country, you are sure to find one in your vicinity

9
1.1.4. General Information

Official Address:
ABlock,2ndFloor,
RelianceCommunicationsLimited
DAKC,KoparKhairane,NaviMumbai–400710
Fax: 022 303 88005

Postpaid: For any queries about our products or services please dial *222, or call 198
(toll free) for any complaint or service request from Reliance phone. You can also
reach us on 30333333 from any other phone and J&K customers can dial
9018090180.

Prepaid: For any queries about our products or services please dial *333, or call 198
(toll free) for any complaint or service request from Reliance phone. You can also
reach us on 30333333 from any other phone and J&K customers can dial
9018090180.
Email:[email protected]
GSM customers can email us on [email protected]

1.2. ABOUT THE ORGANIZATION

10
1.2.1. Few men in history have made as dramatic a contribution to their country’s
economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer
still have left behind a legacy that is more enduring and timeless.
As with all great pioneers, there is more than one unique way of describing the true
genius of Dhirubhai: the corporate visionary, the unmatched strategist, the proud
patriot, the leader of men, the architect of India’s capital markets, the champion of
shareholder interest. But the role Dhirubhai cherished most was perhaps that of
India’s greatest wealth creator. In one lifetime, he built, starting from the proverbial
scratch, India’s largest private sector enterprise. When Dhirubhai embarked on his
first business venture, he had a seed capital of barely US$ 300 (around Rs 14,000).
Over the next three and a half decades, he converted this fledgling enterprise into a Rs
60,000 crore colossus—an achievement which earned Reliance a place on the global
Fortune 500 list, the first ever Indian private company to do so. Dhirubhai is widely
regarded as the father of India’s capital markets. In 1977, when Reliance Textile
Industries Limited first went public, the Indian stock market was a place patronized
by a small club of elite investors which dabbled in a handful of stocks. Undaunted,
Dhirubhai managed to convince a large number of first-time retail investors to
participate in the unfolding Reliance story and put their hard-earned money in the
Reliance Textile IPO, promising them, in exchange for their trust, substantial return
on their investments. It was to be the start of one of great stories of mutual respect
and reciprocal gain in the Indian markets. Under Dhirubhai extraordinary vision and
leadership, Reliance scripted one of the greatest growth stories in corporate history
anywhere in the world, and went on to become India’s largest private sector
enterprise. Through out this amazing journey, Dhirubhai always kept the interests of
the ordinary shareholder uppermost in mind, in the process making millionaires out of

11
many of the initial investors in the Reliance stock, and creating one of the world’s
largest shareholder families.

1.2.2. The late Dhirubhai Ambani dreamt of a digital India — an India where the
common man would have access to affordable means of information and
communication. Dhirubhai, who single-handedly built India’s largest private sector
company virtually from scratch, had stated as early as 1999: “Make the tools of
information and communication available to people at an affordable cost. They
will overcome the handicaps of illiteracy and lack of mobility.” It was with this
belief in mind that Reliance Communications (formerly Reliance Infocomm) started
laying 60,000 route kilometers of a pan-India fibre optic backbone. This backbone
was commissioned on 28 December 2002, the auspicious occasion of Dhirubhai 70th
birthday, though sadly after his unexpected demise on 6 July 2002.Reliance
Communications has a reliable, high-capacity, integrated (both wireless and wireline)
and convergent (voice, data and video) digital network. It is capable of delivering a
range of services spanning the entire infocomm (information and communication)
value chain, including infrastructure and services — for enterprises as well as
individuals, applications, and consulting. Today, Reliance Communications is
revolutionizing the way India communicates and networks, truly bringing about a
new way of life.

12
1.2.3. Dhirubhai preached — and personally practiced — one mantra throughout his
life: Dream with conviction. He built the Reliance empire from scratch and, in a short
span of 25 years, it catapulted to become one of the top Fortune 500 corporations of
the world — an achievement unparalleled in history. He was deeply rooted in
traditional Indian values, and at the same time, Dhirubhai possessed a very modern
outlook - truly that of a 21st century person. His corporate philosophy was short,
simple and incredibly effective: “Think big. Think different. Think fast. Think ahead.
Aim for the best.” This was clearly reflected in his passion for mega-sized projects, as
well as his fascination for cutting-edge technology and desire to always achieve the
highest possible productivity. At Reliance, Dhirubhai was a pillar of inspiration for
one and all. By practicing what he preached, he inspired and encouraged everyone to
surpass the best in the world. Dhirubhai fully realized that true empowerment of the
people is possible only through education. Being an effective communicator, he
continued to inspire, guide, educate and motivate everyone through his
communications. He was a firm believer in the power of information and
communication, and how it can be utilized and turned to the advantage of one and all,
by making time and distance irrelevant. He would always say that if a telephone call
could be made cheaper than a postcard, it would transform every home, empower
every Indian, remove every obstacle to opportunity and growth, and tear apart every
barrier that divides Indian society. He was convinced that infocom could energize
enterprises, drive governance, and render learning an interesting experience, apart
from making life exciting. Keeping his conviction as our credo, Reliance
Communications is committed to transform Dhirubhai’s dream into a reality.

13
1.3. VISION AND MISSION OF RELIANCE COMMUNICATION

1.3.1. VISION OF RELIANCE

By 2015, be amongst the top 3 most valued

Indian companies, providing Information, Communication
& Entertainment services, and being the
industry benchmark in Customer Experience, Employee
Centricity and Innovation.

1.3.2. MISSION OF RELIANCE

i. Meeting and exceeding Customer expectations with a segmented
approach.

ii. Establishing, re-engineering and automating Processes to make them

customer centric, efficient and effective

iii. Incessant offering of Products and Services

that are value for money and excite customers

14
iv. Providing a Network experience that is
best in the industry

v. Building Reliance into an iconic Brand which

is benchmarked by others and leads industry
in Intention to Purchase and Loyalty

vi. Developing a professional Leadership team

that inspires, nurtures talent and
propagates RCOM Values by
personal example

15
1.4. PRODUCTS AND SERVICES OF RELAINCE COMMUNICATION

1.4.1. India’s leading integrated telecom company Reliance Communications is the

flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed on
the National Stock Exchange and the Bombay Stock Exchange, it is India’s leading
integrated telecommunication company with over 100 million customers.

1.4.2. Our business encompasses a complete range of telecom services covering mobile
and fixed line telephony. It includes broadband, national and international long distance
services and data services along with an exhaustive range of value-added services and
applications. Our constant endeavor is to provide an enhanced customer experience and
achieve customer satisfaction by up scaling the productivity of the enterprises and
individuals we serve.

1.4.3. Reliance Mobile (formerly Reliance India Mobile), launched on 28 December

2002, coinciding with the joyous occasion of the late Dhirubhai Ambani’s 70th birthday,
was among the initial initiatives of Reliance Communications. It marked the auspicious
beginning of Dhirubhai’s dream of ushering in a digital revolution in India. Today, we
can proudly claim that we were instrumental in harnessing the true power of information
and communication, by bestowing it in the hands of the common man at affordable rates.
We endeavor to further extend our efforts beyond the traditional value chain by
developing and deploying complete telecom solutions for the entire spectrum of society.
1.4.4. Wireless Reliance Mobile

1.4.4.1. With over 100 million subscribers across India, Reliance Mobile is India’s largest
mobile service brand. Reliance Mobile services now cover over 24,000 towns, 6 lakh
villages, and still counting. We have achieved many milestones in this short journey. In

16
2003, AC Nielsen voted Reliance Mobile (formerly Reliance India Mobile) as India’s
Most Trusted Telecom Brand. In July 2003, it created a world record by adding one
million subscribers in a matter of just 10 days through its ‘Monsoon Hungama’ offer.
What sets Reliance Mobile apart is the fact that nearly 90 per cent of our handsets are
data-enabled, and can access hundreds of Java applications on Reliance Mobile
World.Reliance Mobile has ushered in a mobile revolution by offering advanced
multimedia handsets to the common man at very affordable rates. This innovative low
pricing has increased the number of mobile phone users and its result is clearly reflected
in the meteoric rise in India’s tele-density over the past four years.
Our pan-India wireless network runs on CDMA2000 1x technology, which has superior
voice and data capabilities compared to other cellular mobile technologies. CDMA2000
1x is more cost-effective as it utilizes the scarce radio spectrum more efficiently than
other technologies do. Enhanced voice clarity, superior data speed of up to 144 kbps and
seamless migration to newer generations of mobile technologies are some of its key
differentiators.

1.4.5. R World
1.4.5.1. The R World suite of Reliance Mobile is a unique
Java-based application. Its uniqueness lies in the fact that it
enables complex Internet application to be introduced in
mobile phones effectively and quickly. R World receives
over 1.5 billion page views per month from Reliance
Mobile users World offers a wide array of applications that include hourly news
updates, high quality headline video clips, downloadable multi-lingual ring tones,
seasonal updates including festival specials, city and TV specials, exam results,
astrology, mobile banking, bill payment. With over 150 data applications offering
varied services - unique to any wireless service in India - R World is truly a treasure
house of knowledge, information, entertainment and commerce.

17
1.4.6. Broadband Wired to win

1.4.6.1. The successful rolling out of real broadband services across the nation marks
the second chapter of Reliance Communications’ commitment to usher in a digital
revolution in India. Reliance Communications is setting new standards for the world
to follow through inventive use of cutting-edge technologies in the field of fibre
optics, Ethernet, microwave radios, switching, routing, digital compression and
encoding. The mass roll out of broadband being carried out by Reliance
Communications across the length and breadth of the country, offering speeds of up
to 100 Mbps to millions of users, in it is a technological marvel. The uniqueness of
Reliance Communications’ broadband initiative lies in the fact that our entire
nationwide network is being conceptualized and built from ground zero. It is designed
to deliver affordable quality education, drive governance, transform healthcare,
enhance efficiency in business and finally, generate new job opportunities for
millions of unemployed Indians. Reliance Communications’ broadband service is set
to revolutionize Indian society by removing the traditional bottlenecks of
development including lack of capital and weak infrastructure, and help tide over the
challenges of distribution in a vast country like India.

1.4.7.E-education

1.4.7.1. The mission of Reliance Communications’ e-learning initiatives is to bring

world-class education to the doorstep of every Indian home. Utilising our pan-India
optical fibre and retail network, educational institutions can reach out to large
sections of students which otherwise would be very difficult to contact.
Leveraging our robust broadband infrastructure two top Indian management schools
— the Xavier Institute of Management, Bhubaneshwar and XLRI, Jamshedpur — are
imparting fully interactive real-time courses across 105 cities.
The Indian market possesses tremendous potential yet to be tapped. Utilising our real
broadband connectivity, educational institutions can source the best educational
material from anywhere in the world. Libraries and laboratories around the world can

18
be cross-linked making way for seamless exchange of information and expertise.
Digital workplaces Physical distance or proximity is now a thing of the past. Reliance
Communications’ real broadband connectivity has changed the dynamics of work.
Our video conferencing service acts as a virtual bridge between professionals
working at different office locations across the world.

1.4.8.E-healthcare

1.4.8.1. Reliance broadband is set to offer timely quality healthcare facilities at very
affordable rates to large sections of the Indian population irrespective of their
geographical location. Our broadband connectivity is committed to usher in a new
generation of online healthcare delivery system.
Access to advance medical expertise can no longer be constrained by geography. A
patient can seek medical advice sitting in the comforts of home. Doctors can attend to
patients anywhere in the world on real-time basis. At the click of the mouse, medical
records and documents can be digitally dispatched thousands of miles away.
Recently, the Apollo Group of Hospitals joined hands with Reliance Communications
to offer its top-of-the-line healthcare facilities online to the benefits of millions of
Indians.

1.4.9. Integrated Enterprise Solution

1.4.9.1. Reliance Communications’ Integrated Enterprise Solution offering is

currently being rolled out in 30 cities across India. It consists of an integrated voice,
data and video solution. Our target is to expand its service to cover the entire country
eventually. For Indian enterprises, our convergent voice-data-video solution
framework, delivered through fibre-to-the-building (FTTB) architecture introduces
true broadband connectivity. Our enterprise broadband is delivered using Metro
Ethernet technology. However, based on specific customer requirement other high-
end technologies including Digital Subscriber Line (DSL), Local Multipoint
Distribution Services (LMDS) and Integrated Service Digital Network (ISDN) are

19
also being deployed. As per specific requirements of enterprises we provide
customized solutions be it a simple voice solution or complex data solutions that
involves nationwide networking of all branches, sales and field executives, vendors,
suppliers and customers at data speeds scalable from 64 Kbps to 100 Mbps. Reliance
Communications’ core broadband products include MPLS based VPN, leased lines,
Gigabit Internet connectivity, video conferencing and video telephony.

1.4.10. Networking

1.4.10.1. Global network Reliance Communications is a National Long Distance

(NLD) and International Long Distance (ILD) service provider, rendering national
and international transport links between other telecommunication service providers'
networks. It is also an infrastructure provider for end-to-end bandwidth requirements
as well as providing dark duct and dark fibre on lease to service providers and
companies. The acquisition of Flag Telecom by Reliance in January 2004 has
strengthened the bouquet of our service offerings to national and global service
providers and companies. Our wholesale customers include Indian and international
telephony service providers, Internet service providers, long-distance carriers, call
centre operators, multinational companies, business process outsourcing (BPO)
companies, IT-enabled service (ITES) providers and government and quasi-
government organizations.
Highlights of International and National Long Distance (ILD & NLD) services
i. ILD gateways in Mumbai, Delhi, Chennai, Kolkata and Ernakulam.
ii. International Points of Presence (PoPs) in New York, Los Angeles,
London and Hong Kong integrated seamlessly with domestic
gateways.
iii. Submarine fibre cable network connecting gateways to India in ring
architecture for resilience.
iv. Satellite route for media diversity.
v. Centralized NOC for International and National network
management

20
 vi. TDM and VoIP based interconnect.
vii. Domestic and international data leased circuit.
viii. Value added services — MPLS IP-VPN, FR, ATM.
ix. International capacity built to manage >250 mn minutes per month.

1.4.10.3. Highlights of FLAG Telecom network

i. Global optic fibre network of 52,000 kms spanning four continents
ii. Customer base of over 180 international carriers including the top
ten.
iii. Global bandwidth, IP, Internet, Ethernet and co-location services.
iv. Low latency global MPLS based IP network connecting world's
principal international
v. Internet exchanges.

21
 1.5. FUNCTIONAL AREAS OF RELIANCE COMMUNICATION

1.5.1. BFSI DEPARTMENT: he dynamism of the Banking, Financial Services, and

Insurance industry (BFSI) has demanded high level of agility, robustness and
effective solutions. Statutory and regulatory requirements need organizations in BFSI
to be extra cautious while servicing their clients. The end-user experience is
increasingly becoming a market differentiator for these firms. To tap better contact
management, lower cost and global presence, firms are looking at contact center
providers to help run day-to-day transactions. Significant amount of regulated and
unregulated activities, with adequate control on risk and compliance are being
outsourced
Key Challenges
i. Data security & data updation availability at all times
ii. Business continuity with disaster recovery during natural as well as
manmade crisis
iii. Quick resolution of issues and continuous support for infrastructure
deployed
iv. Reaching out investors on a mass scale
v. Work from home for feet on street

1.5.2. RETAIL DEPARTMENT: A department store is a retail establishment which

satisfies a wide range of the consumer's personal and residential durable goods product
needs; and at the same time offering the consumer a choice of multiple merchandise
lines, at variable price points, in all product categories.
Key Challenges
i. Seamless connectivity at all times between POS and head office for
all applications
ii. Reduced total cost without any compromise on facility management
and service quality
iii. Quick rollout to the market of any new POS added

22
1.5.3. MANUFACTURING DEPARTMENT: The Manufacturing Department is
recognized internationally for its research, education, training and consultancy
Key Challenges
i. Lower total cost of ownership of telecom infrastructure to increase overall
profitability
ii. Customized, flexible and scalable solutions to increase overall productivity
iii. Minimal administrative management

1.5.4. IT / ITES DEPARTMENT: The Department was created with a view to promote
the use of Information Technology (IT) and act as a promoter/facilitator in the field of
Information Technology in the state and build an IT interface with the rest of the country
and the world.
Key Challenges
i. Rapid technology obsolescence
ii. Regulatory and compliance environment
iii. Ability to innovate cost-effectively and rapidly
iv. Lack of process harmonization and enterprise-wide consolidation

1.5.5. MEDIA AND ENTERTAINMENT DEPARTMENT: The sector consists of

creation, aggregation and distribution of content, products and services, news and
information, advertising and entertainment through various channels and platforms.
The industry is taking initiatives like regional content and distribution platforms
(digital, non-digital and mobile) to enhance customer experience as well as monetize
content. New technologies such as 3G, broadband and mobile infrastructure are also
helping in propelling the growth rate.
Key Challenges
i. Digital distribution and management of heavy size data
ii. Disparate IT systems
iii. Higher production costs
iv. Expensive applications and infrastructure maintenance

23
1.5.6. RiTV/HOSPITALITY DEPARTMENT: The term "hospitality management"
refers to a range of occupations and professional practices associated with the
administration of hotels, resorts and other lodging. The responsibilities of hotel
management depend on the hotel and type of job. However, the general objective of
hospitality management jobs is to administer the day-to-day financial, personnel and
customer service operations of a hotel, resort, spa, lodge, inn or other
accommodation.
i. Give your customers more: Complete Interactive Entertainment!
ii. A great consumer experience is the key to success in the hospitality
industry:Now, added to this experience is a state-of-the-art interactive
entertainment solution - RiTV. RiTV is a digital revolution in
entertainment that enables you to offer an exciting and comprehensive
range of interactive services. These include a variety of unique services
such as Movies-on-Demand, Music-on-Demand, MS Office, Digital
Radio and Gaming. Additionally it provides Broadband for high speed
Internet access, Laptop connection, Wi-Fi, Video Conference and many
other features which make for a comfortable stay. Experience the joys of
the latest technology designed to suit your convenience.

1.5.7. INFRASTRUCTURE DEVELOPMENT DEPARTMENT: Reliance

Communications Infrastructure Limited provides Internet services based on the fiber
to the building concept.
Key Challenges
i. Minimal capex
ii. All India reach and global coverage
iii. Over the wire capacity upgrade
iv. Near 100% uptime

24
1.5.8. HUMAN RESOURCE DEPARTMENT: The Human Resource Department
deals with management of people within the organization. There are a number of
responsibilities that come with this title. First of all, the Department is responsible for
hiring members of staff; this will involve attracting employees, keeping them in their
positions and ensuring that they perform to expectation. Besides, the Human Resource
Department also clarifies and sets day to day goals for the organization. It is responsible
for organization of people in the entire Company and plans for future ventures and
objectives involving people in the Company.
Key Challenges
i. Access to information from anywhere in the globe
ii. Work from anywhere
iii. Collaboration across time zones

1.5.9. CUSTOMER SERVICE DEPARTMENT: A company's customer service

department handles the concerns of customers. The department answers customers'
questions, attempts to resolve customers' complaints and tries to sell new services to
them. Most companies have a separate customer service department; although in
some cases a receptionist may function as a customer service representative. In
addition to resolving customers' complaints and answering their questions, the
customer service department also takes suggestions from customers who have new
ideas that may improve the image of a company and attract new customers. For
example, a customer may send an email suggesting that a local supermarket increase
the amount of organic products.
Key Challenges
i. Serving customers far and wide 24x7
ii. One number reach for customer
iii. Optimize resource utilization
iv. Answer more customer calls
v. Reach out to customers

25
 1.5.10 FINANCE DEPARTMENT: The finance department is one of the most
important departments in a business, as it helps provide the financing and accounting
information necessary to make various decisions. However, this department has a role
that encompasses a number of duties. The finance department is responsible for
keeping track of all sales and capital spending at a business. Another responsibility of
the finance department is to provide management with a profit-and-loss statement that
will show the overall strengths or weaknesses of a business. Managers need the most
current information to make the best decisions for their departments. The finance
department has a duty to provide them with the most accurate and timely information
possible. This would include information such as costs to produce a product. The
finance department plays an integral role in helping the business receive the necessary
financing it needs, how the money will be paid back and distributing dividends to
shareholders
Key Challenges

i. Capex-free solutions
ii. Single provider single bill
iii. Minimal travel with maximum saving in time
iv. Administrative convenience
v. Disparate investments in different solutions

1.5.11. GROWTH AND EXPANSION DEPARTMENT: Discovering new knowledge

about products, processes, and services, and then applying that knowledge to create new
and improved products, processes, and services that fill market needs.
Key Challenges
i. Network agnostic expansion from domestic to international market reach
ii. Minimal additional capex
iii. All India reach and global coverage
iv. Over the wire capacity upgrade for expansion

26
1.6 SIZE IN TERMS OF MANPOWER AND TURNOVER OF
RELIANCE COMMUNICATION

1.6.1. Reliance Communications, formerly known as Reliance Infocomm, along

with Reliance Telecom and Flag Telecom, is part of Reliance Communications
Ventures (RCoVL). It is commonly referred to simply as Reliance (although this
name is used to refer to other Reliance Group companies as well) or RCom. Reliance
Communications Limited, founded by Dhirubhai H Ambani (1932–2002), is the
flagship company of the Reliance Anil Dhirubhai Ambani Group. The Reliance Anil
Dhirubhai Ambani Group currently has a net worth in excess of 64,000 crore
(US$13.6 billion), cash flows of 13,000 crore ($2.8 billion), and a net profit of
8,400 crore ($1.8 billion). The Equity Shares of RCOM are listed on Bombay Stock
Exchange Limited and National Stock Exchange Limited. The Global Depository
Receipts and Foreign Currency Convertible Bonds are listed on Luxembourg Stock
Exchange and Singapore Stock Exchange respectively.

1.6.2. Reliance Communications is India's foremost and truly integrated

telecommunications service provider. The Company, with a customer base of around
71 million including over 2 million individual overseas retail customers, ranks among
the Top 10 Telecom companies in the world by number of customers in a single

27
country. Reliance Communications corporate clientele includes 2,100 Indian and
multinational corporations, and over 800 global, regional and domestic carriers.
Reliance Communications has established a pan-India, next generation, integrated
(wireless GSM ^ CDMA Both ) and wireline), convergent (voice, data and video)
digital network that is capable of supporting best-of-class services spanning the entire
communications value chain, covering over 20,000 towns and 450,000 villages.
Reliance Communications owns and operates the world's largest next generation IP
enabled connectivity infrastructure, comprising over 175,000 kilometers of fiber optic
cable systems in India, USA, Europe, Middle East and the Asia Pacific region.
1.6.3. Reliance at Glance

i. Type: Public
ii. Industry: Telecommunications
iii. Founded: 2004
iv. Founder(s): Dhirubhai Ambani
v. Headquarters Navi Mumbai, Maharashtra, India Area served India
vi. Key people: Anil Ambani (Chairman) Satish Seth (MD)
vii. Products: Wireless, Telephone, Internet, Television, Data Cards,
Recharge Vouchers, VC
viii. Revenue: $4.774 billion (2010)
ix. Net income: $1.061 billion (2010)
x. Total assets: $20.559 billion (2010)
xi. Total equity: $9.776 billion (2010)
xii. Parents: Reliance Anil Dhirubhai Ambani Group
xiii. Employees: 30,974 (2010)
xiv. Subsidiaries: Reliance Telecom Limited, Reliance Globalcom Limited,
Reliance Tech Services, Reliance Communications Infrastructure Limited
(RCIL), Reliance Big TV Limited, Reliance Infratel Limited

28
1.7. ORGANIZATION STRUCTURE OF RELIANCE
COMMUNICATION

CHAIRMAN

PRESIDENT PRESIDENT
PRESIDENT
(PERSONAL (ENTERPRISES
(HOME BUSINESS)
BUSINESS) BUSINESS)

SENIOR VICE
PRESIDENT

VICE PRESIDENT

GENERAL
MANAGER

DEPUTY GENERAL
MANAGER

ASSISTANT GENERAL
MANAGER

SENIOR MANAGER

MANAGER

DEPUTY MANAGER

ASST.MANAGER

MANAGEMENT
TRAINING

29
1.8. MARKET SHARE AND POSITION OF RELIANCE
COMMUNICATION

1.8.1. Reliance Communications (formerly Reliance

Communications Ventures) is one of India's largest providers
of integrated communications services. The company has
more than 20 million customers and serves individual
consumers, enterprises, and carriers, providing wireless,
wireline, long distance, voice, data, and internet
communications services through a number of operating
subsidiaries. The company sells communications and digital
entertainment products and services through its chain of
Reliance Web World retail outlets. The company's Reliance Infocomm subsidiary
provides wireless communications services throughout India. Reliance
Communications is part of the Reliance - Anil Dhirubhai Ambani Group. The current
network expansion undertaken by Reliance is the largest wireless network expansion
undertaken by any operator across the world. It was with this belief in mind that
Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route
kilometers of a pan-India fibre optic backbone. This backbone was commissioned on
28 December 2002, the auspicious occasion of Dhirubhai’s 70th birthday, though
sadly after his unexpected demise on 6 July 2002. Reliance Communications has a
reliable, high-capacity, integrated (both wireless and wire line) and convergent
(voice, data and video) digital network. It is capable of delivering a range of services
spanning the entire infocomm (information and communication) value chain,
including infrastructure and services — for enterprises as well as individuals,
applications, and consulting. Today, Reliance Communications is revolutionizing the
way India communicates and networks, truly bringing about a new way of life. We
will leverage our strengths to execute complex global-scale projects to facilitate
leading-edge information and communication services affordable to all individual

30
consumers and businesses in India. We will offer unparalleled value to create
customer delight and enhance business productivity. We will also generate value for
our capabilities beyond Indian borders and enable millions of India's knowledge
workers to deliver their services globally.

1.8.2. This performance has lifted Reliance Communications into the select group of
companies with annualized EBITDA of well over Rs 5,000 crore (US$1.1 billion),
EBITDA margins above 40%, Shareholders Equity of over Rs 20,000 crore (US$4.5
billion), and a Stock market Value of nearly Rs 94,000 crore (over US$21 billion).
Reliance Communications is now one of Asia's most valuable telecom companies.
We remain focused on further strengthening our position within India's rapidly
growing telecom sector, achieving profitable growth, and delivering long term value
for our 2 million shareholders.

1.9 PRESENT LEADERSHIP

31
Shri Anil D. Ambani - Chairman
Promoter, non-executive and non-independent Director

Prof. J Ramachandran
Independent Director

Shri S.P. Talwar

Independent Director

32
 Shri Deepak Shourie

Independent Director

Shri A.K.Purwar

Independent Director

33
1.10. STRENGTHS AND WEAKNESSES OF RELIANCE
COMMUNICATION
1.10.1. STRENGTHS OF RELIANCE COMMUNICATION

i. Low Entry Cost

ii. Commission Structure
iii. Fast Activation Process
iv. Reliable Network
v. Better Connectivity
vi. Data GPRS
vii. Economies of Scale from Large Subscriber Base
viii. Expertise in a Business Model That Allows It to Maintain High
Profitability from Lower-Yielding Subscribers

1.10.2. WEAKNESSES OF RELIANCE COMMUNICATION

i. Branding Image
ii. Distribution problem
iii. Limited product portfolio- Only Mobile
iv. Lack of Competitive Strength
v. Limited Budget
1.11. OPPURTUNITIES AND THREATS OF RELIANCE
COMMUNICATION

1.11.1. OPPORTUNITIES OF RELIANCE COMMUNICATION

34
 i. Preference of GSM over CDMA
ii. New Specialist application
iii. Rural Telephony
iv. New Market, Vertical, Horizontal
v. Competitors` Vulnerabilities

1.11.2. THREATS OF RELAINCE COMMUNICATION

i. Political destabilization.
ii. New Entrants
iii. IT Development
iv. Market Demand
v. Seasonality, Weather Effects

1.12. OBJECTIVE OF STUDY

35
1.12.1. To study customer satisfaction level on Reliance services.

1.12.2. To analyze the level of awareness about Reliance products.

1.13. SCOPE OF STUDY

36
 1.13.1. The scope of the study is limited to the post paid services offered by Reliance
Communications. Study objective is to examine the various factors which play their
part in customer buying behavior and the major dissatisfaction areas for the
customers. The study considered the urban area of Delhi. The sample under
consideration consisted of the existing customers of Reliance Communications.

1.13.2. The project I chose was a study on customer awareness and satisfaction for
reliance post paid products. The title is very much significant considering the present
global scenario. The awareness level is the basic requirement for a company to sell its
products in the market because if the customers are not aware of the products, there
would be no sale. Along with the awareness, the companies have to keep a regular
check on the satisfaction level of its customers to retain them. The survey helps to
find out the loopholes is the area of service being offered by the company. Identifying
those areas would help the company to minimize them and then they can go for
increasing customers.

1.14. METHODOLOGY USED FOR DATA COLLECTION

37
Type of Research : i. Exploratory Research (It is type of
research conducted for a problem
that has not been clearly defined. It
helps determine the best research
design, data collection method and
selection of subjects.)
ii. Descriptive research (also known
as statistical research, describes
data and characteristics about the
population or phenomenon being
studied.)
Research Question :Customer awareness and satisfaction for post paid products
For Reliance Communications
Sampling technique i. Convenience sampling (It is a type
of no probability sampling which
involves the sample being drawn
from that part of the population
which is close to hand. That is, a
sample population selected because
it is readily available and
convenient.)
Sample Size : 100
Samplings Areas : Delhi, Ghaziabad
Primary Data : i. Responses through questionnaires
ii. Conducted personal interviews
with the respondents.
Secondary Data : i. Websites.
ii. News papers

1.15. METHODOLOGY USED FOR DATA ANALYSIS AND

PRESENTATION

38
 1.15.1.. Microsoft word: Microsoft Word, or Word as it is commonly known, is a
software application that allows you (the user) to perform word processing. Microsoft
Word contains many tools that the computer user can utilize to make the creation of
electronic documents easier. Popular tool include spell checker, automatic grammar
checking and the thesaurus.

1.15.2. Microsoft excel: - Excel is an electronic spreadsheet program that can be used
for storing, organizing and manipulating data. The intersection point between a
column and a row is a small rectangular box known as a cell. A cell is the basic unit
for storing data in the spreadsheet. Because an Excel spreadsheet contains thousands
of these cells, each is given a cell or address to identify it. It mainly includes:
1.15.2.1. Pie chart: This is very useful diagram to represent data, which are
divided into a number of categories. This diagram consists of a circle of divided into a
number of sectors, which are proportional to the values they represent. The total value
is represented by the full create. The diagram bar chart can make comparison among
the various components or between a part and a whole of data.
1.15.2.2. Bar Graph: Bar chart or bar graph is a chart with rectangular bars with
lengths proportional to the values that they represent. The bars can be plotted
vertically or horizontally. Bar charts are used for plotting discrete (or 'discontinuous')
data i.e. data which has discrete values and is not continuous. Some examples of
discontinuous data include 'shoe size' or 'eye color', for which you would use a bar
chart. In contrast, some examples of continuous data would be 'height' or 'weight'. A
bar chart is very useful if you are trying to record certain information whether it is
continuous or not continuous data.

CHAPRTER-2: DATA REDUCTION AND

PRESENTATION
2.1. AGE GROUP OF RESPONDENTS

39
 above 45
15%
20-25
35-45 20-25
40%
16% 25-35
35-45
above 45
25-35
29%

Figure1: Figure showing age group of respondents

Table1: Table showing age group of respondents

Age Group of Respondents Number of Respondents
20-25 40
25-35 29
35-45 16
Above 45 15
TOTAL 100

2.2. OCCUPATION OF RESPONDENTS

Professionals
4%
Govt. Service Students
Students
10% 34%
Businessmen
Govt. Service

Businessmen Professionals
52%

Figure2: Figure showing occupation of respondents

Table2: Table showing occupation of respondents

Occupation of Respondents Number of Respondents
Students 34
Businessmen 52
Government Service 10

40
 Professionals 4
TOTAL 100

2.3. PURPOSE OF USING PHONE/INTERNET BEING USED FOR:

P ers onal
36% B us ines s

B us ines s O ffic ial

54% P ers onal
O ffic ial
1 0%

Figure 1 : Figure showing purpose of the use of phone/internet

Table 3: Table showing purpose of the use of phone/internet

Purpose of the use of phone/internet Number of Respondents
Personal 54
Business 10
Official 36
TOTAL 100

2.4. THE RELIANCE POSTPAID CONNECTIONS CUSTOMERS AWARE OF:

41
 RIM Post Paid,
100
92
90
80 Broadband, 74
70
FWP, 60
60
HSDC, 47
50 Series1
40
30
20
10
0
RIM Post Paid FWP Broadband HSDC
Figure4: Figure showing Reliance Postpaid Connections Customers aware of

Table4: Table showing Reliance Postpaid Connections Customers aware of

Reliance Postpaid Connections customer aware of Number of Respondents
RIM Post Paid 92
FWP 60
Broad Band 74
HSDC 47
TOTAL 100

2.5. HOW RESPONDENTS CAME TO KNOW ABOUT THE PRODUCTS

Friends and
existing users
9%
Television
Sales
Executives Print
5%
Television
Print Sales Executives
52%
34%
Friends and existing
users

Figure 5: Figure showing how respondents came to know about the product

Table5: Table showing how respondents came to know about the product
How respondents came to know about the product Number of Respondents
Television 52

42
 Print 34
Sales Executives 5
Friends & existing users 9
TOTAL 100

2.6. PRODUCTS CONSUMERS ARE USING

RIM Post Paid

HSDC
13%
26% RIM Post Paid
FWP
Broadband
FWP
Broadband HSDC
41%
20%

Figure6: Figure showing products consumers are using

Table6: Table showing products consumers are using

Products consumers are using Number of Respondents
RIM Post Paid 13
FWP 41
Broadband 20
HSDC 26
TOTAL 100

2.7. CONSUMERS SATISFIED WITH THE SERVICE PROVIDED BY THE

COMPANY

43
 Not Satisfied
11% Fully Satisfied
38% Fully Satisfied
Partially Satisfied

Partially Not Satisfied

Satisfied
51%

Figure7: Figure showing consumers satisfied with the service provided by the company

Table7: Table showing consumers satisfied with the service provided by the company
Consumers Satisfied with the services provided Number of Respondents
by the company
Fully Satisfied 38
Partially Satisfied 51
Not Satisfied 11
TOTAL 100

2.8. MAJOR REASONS OF DISSATISFACTION

Poor quality of Poor quality of

signals/network signals/network
Poor customer 15% Poor voice quality
care service
Poor voice
22% Higher cost
quality
4%
Billing errors Slow speed
Higher cost
19%
27%
Slow speed Billing errors
13%
Poor customer care
service

Figure8: Figure showing major reasons of dissatisfaction

Table8: Table showing major reasons of dissatisfaction

Major reasons of dissatisfaction Number of Respondents
Poor quality of signals/network 15
Poor voice quality 4

44
 Higher Cost 27
Slow Speed 13
Billing Errors 19
Poor customer care service 22
TOTAL 100

2.9. PRODUCTS INFORMED BY SALES EXECUTIVES WHEN THEY VISITS

CUSTOMERS
RIM Post Paid,
80
73
70
FWP, 59
60

50 HSDC, 46
Broadband, 41
40 Series1

30

20

10

0
RIM Post Paid FWP Broadband HSDC
Figure9: Figure showing products informed by sales executives when they visits
customers

Table9: Table showing products informed by sales executives when they visits customers
Products Informed by sales executives Number of Respondents
when they visits customers
RIM Post Paid 73
FWP 59
Broadband 41
HSDC 46
TOTAL 100

2.10. CHANNELS PREFER TO BUY BY CONSUMERS IN

TELECOM/INTERNET SERVICES

45
 Franchisee &
Utility shops
16% Home delivery
18% Home delivery
Online
9% Customer care
Online
Customer care Franchisee & utility shops
57%

Figure 10: Figure showing channels prefer by consumers in Telecom/Internet Services

Table 10: Table showing channels prefer by consumers in Telecom/Internet Services

Channels prefer by consumers in Number of Respondents

Telecom/Internet Services
Home Delivery 18
Customer Care 57
Online 9
Franchisee and Utility Shops 16
TOTAL 100

2.11. SERVICES LOOK BEFORE CHOOSING THE PRODUCT

46
 90 Price, 84
80
After sales
70 service, 62
60
Speed, 51
50 Connectivity, 46
Series1
40
Value added
30 service, 23
20
10
0
Price Connectivity Speed Value added After sales
service service
Figure 11: Figure showing services look before choosing the product

Table 11: Table showing services look before choosing the product
Services look before choosing the product Number of Respondents
Price 84
Connectivity 46
Speed 51
Value Added Services 23
After Sale Services 62
TOTAL 100

2.12. IF PRICE AND MOBILITY IS NOT A CONCERN THEN CUSTOMERS

PREFER TO BUY
Mobile based on
CDMA
technology, 0
Land line phone,
Land line phone
6
Fixed wireless Fixed wireless phone
phone, 17
Mobile based on GSM
Mobile based on technology
GSM Mobile based on CDMA
technology, 77 technology

Figure12: Figure showing Consumer Preference if Price and mobility is not a concern

Table 12: Table showing Consumer Preference if Price and mobility is not a concern

47
 Consumer Preference If Price and mobility is not a Number of
concern Respondents
Land Line Phone 6
Fixed Wireless Phone 17
Mobile Based GSM Technology 77
Mobile Based CDMA Technology 0
TOTAL 100

2.13. CUSTOMERS LIKE TO RECOMMEND RELIANCE SERVICES TO

OTHERS

no
37%

yes
no

yes
63%

Figure13: Figure showing Customers like to recommend Reliance Services to others

Table 13: Table showing Customers like to recommend Reliance Services to others
Customer like to recommend Reliance Number of respondents
Services to others
Yes 63
No 37
TOTAL 100

2.14. RATING OF SERVICES ON THE CUSTOMER SATISFACTION

2.14.1. SATISFACTION LEVEL OF NETWORK

48
 Poor Excellent
18% 11%
Very good Excellent
18% Very good
Good
Average
Average
Good Poor
32%
21%

Figure 14: Figure showing satisfaction level to network

Table 14: Table showing satisfaction level to network

Satisfaction Level No. of respondents
Excellent 11
Very good 18
Good 21
Average 32
Poor 18
TOTAL 100

2.14.2. SATISFACTION LEVEL OF SMS RATES

Poor Excellent
9% 5%
Average Very good Excellent
18% 27% Very good
Good
Average
Poor
Good
41%

Figure 15: Figure showing satisfaction level to SMS Rates

Table 15: Table showing satisfaction level to SMS Rates

Satisfaction Level No. of respondents
Excellent 5
Very good 27
Good 41
Average 18

49
 Poor 9
TOTAL 100

2.14.3. SATISFACTION LEVEL OF NEW SCHEMES AND OFFER

Poor Excellent
13% 6% Very good
Excellent
20%
Very good
Good
Average Average
34% Poor
Good
27%

Figure 16: Figure showing satisfaction level of New Schemes and Offer

Table 16: Table showing satisfaction level of New Schemes and Offer

Satisfaction Level No. of respondents

Excellent 6
Very good 20
Good 27
Average 34
Poor 13
TOTAL 100

2.14.4. SATISFACTION LEVEL OF INTERNET SPEEDS

50
 Poor Excellent
13% 9% Very good
Excellent
Average 15%
17% Very good
Good
Average
Poor
Good
46%

Figure 17: Figure showing satisfaction level of Internet Speeds

Table 17: Table showing satisfaction level of Internet Speeds

Satisfaction Level No. of respondents
Excellent 9
Very good 15
Good 46
Average 17
Poor 13
TOTAL 100

2.14.5. SATISFACTION LEVEL OF COST

Excellent Very good

Poor 2% 14%
5% Excellent
Good
Very good
16%
Good
Average
Average Poor
63%

Figure 18: Figure showing satisfaction level of Cost

Table 18: Table showing satisfaction level of Cost

Satisfaction Level No. of respondents
Excellent 2
Very good 14

51
 Good 16
Average 63
Poor 5
TOTAL 100

2.14.6. SATISFACTION LEVEL OF CUSTOMER CARE

Excellent Very good

Poor 0% 14%
Excellent
32%
Very good

Good Good
23% Average
Poor
Average
31%

Figure 19: Figure showing satisfaction level of Customer Service

Table 19: Table showing satisfaction level of Customer Service

Satisfaction Level No. of respondents
Excellent 0
Very good 14
Good 23
Average 31
Poor 32
TOTAL 100

2.14.7. SATISFACTION LEVEL OF RECHARGE OUTLETS

52
 Poor Excellent
Average 7% 10%
13% Very good Excellent
19% Very good
Good
Average
Poor
Good
51%

Figure 20: Figure showing satisfaction level of Recharge Outlets

Table 20: Table showing satisfaction level of Recharge Outlets

Satisfaction Level No. of respondents
Excellent 10
Very good 19
Good 51
Average 13
Poor 7
TOTAL 100

2.14.8. SATISFACTION LEVEL OF CALL RATES

PoorExcellent
Very good
Average 0% 6%
10% Excellent
30%
Very good
Good
Average
Poor
Good
54%

Figure 21: Figure showing satisfaction level of Call rates

Table 21: Table showing satisfaction level of Call rates
Satisfaction Level No. of respondents
Excellent 6
Very good 10
Good 54
Average 30

53
 Poor 0
TOTAL 100

2.14.8. SATISFACTION LEVEL OF VALUE ADDED SERVICES

Average Poor
Good
7% 0%
11% Excellent
Excellent
43% Very good
Good
Average
Very good Poor
39%

Figure 22: Figure showing satisfaction level of Value Added Services

Table 22: Table showing satisfaction level of Value Added Services

Satisfaction Level No. of respondents
Excellent 43
Very good 39
Good 11
Average 7
Poor 0
TOTAL 100

CHAPTER-3: DATA ANALYSIS

54
3.1. Data Analysis is a process of inspecting, cleaning, transforming, and modeling data
with the goal of highlighting useful information, suggesting conclusions, and supporting
decision making. Analysis of data is a process of inspecting, cleaning, transforming, and
modeling data with the goal of highlighting useful information, suggesting conclusions,
and supporting decision making. Data analysis has multiple facets and approaches,
encompassing diverse techniques under a variety of names, in different business, science,
and social science domains. Data Interpretation can be defined as "the application of
statistical procedures to analyze specific observed or assumed facts from a particular
study". It is very important to understand how to interpret data in order to do well in these
tests. An interpretation question will usually contain a chart or a graph. It will also
contain some data or even sets of data which the student has to analyze and come to a
conclusion. Now the Data Analysis from the Figures:

i. From Figure 1 and Table 1 we can see the respondents are mainly in the age
group of 20-25 as they occupy 40% of the pie diagram then it is from the age
group 25-35 and the least number of respondents are above 45 years

ii. From Figure 2 and Table 2 we can easily interpret that most of the
respondents are businessmen (52%) who needs phone for the business
purposes and then 34% of the pie diagram occupied by the students and the
least number of responses come from the professionals

iii. From Figure 3 and Table 3 we can conclude that mostly the phone or the
internet used for the business purpose(54%) then the personal purposes(36%)
and the least percentage is occupied for the official purposes as only 10
persons replied in favor of using internet and phone for official purposes.

55
iv. Figure 4 and Table 4 clearly states that consumers are mostly aware of the
RIM postpaid connections and broadband services provided by Reliance
Communication as 92% and 74% respectively respondents occupy the pie-
chart but they are least aware of the HSDC services provided by the Reliance
Communication.

v. Figure 5 and Table 5 concluded that the television makes the respondents
aware of the product as they occupy more than 50 percent of the pie chart and
the sales executives and friends and existing users cannot generate more
customers.

vi. As per Figure 6 and Table 6 consumers are mostly using the FWP service of
Reliance communication and even if the respondents are aware of the RIM

56
 Postpaid connection and Broadband services the users are less as compared to
FWP and HSDC services

vii. Figure 7 and Table 7 shows consumers are partially satisfied by the
Reliance services as 51% of people agreed to this but 11% of respondents are
not satisfied with the Reliance services.

viii. Figure 8 and Table 8 interprets that the major reasons of customer
dissatisfaction is due to the higher cost (27%) ,poor customer services(22%),
billing errors(19%) and poor signals and errors(17%)

57
 ix. Figure 9 and Table 9 shows sales executives mainly inform the consumers
about the RIM Postpaid connections and FWP as they occupy 73% and 59%
respectively of the pie chart but consumers are not aware of Broad band and
HSDC services.

x. Figure 10 and Table 10 interprets most preferable services by customer is

the customer care services which occupies 57% of the pie diagram and
customers are least bother about the online services provided by the online
services.

xi. Figure 11 and Table 11 concluded that mostly consumers prefer Reliance
Communication because of the price as it covers 84 people, after sale services
as 62% respondents require this but they are least bother about the value
added services provided by the company.

xii. Figure 12 and Table 12 shows that consumers mostly prefer the Mobile
Based GSM Technology as it covers 77 consumers out of the total sample
100 consumers but they do not prefer Mobile Based CDMA Technology at
all.

xiii. Figure 13 and Table 13 concluded mostly consumers like to recommend

Reliance to the other people as it covers 63% of the respondents

58
xiv. Figure 14 and Table 14 shows customers are neither highly satisfied nor
dissatisfied but they are partially satisfied with the network of Reliance
Communication as 32 respondents agreed to it. So Reliance needs to work
upon the network connection.

xv. Figure 15 and Table 15 shows that customers are satisfied with the SMS
rates as mostly selected the Good option out of all the options given to them.

xvi. Figure 16 and Table 16 shows customers are neither highly satisfied nor
dissatisfied but they are partially satisfied with the new schemes and offers of
Reliance Communication as 34 respondents agreed to it. So Reliance needs to
find new attractive offers for the customers.

59
xvii. Figure 17 and Table 17 shows customers are neither highly satisfied nor
dissatisfied but they are partially satisfied with the internet speeds of Reliance
Communication as 46 respondents agreed to it.

xviii. Figure 18 and Table 18 shows customers are neither highly satisfied nor
dissatisfied but they are partially satisfied with the internet speeds of Reliance
Communication as 63 respondents agreed to it.

xix. Figure 19 and Table 19 shows respondents are not at all satisfied with the
customer services provided by reliance Communication as 32 respondents
agreed to this option. So, reliance needs to work upon enhancing the skills
and knowledge of the executives to serve better to the customers.

xx. Figure 20 and Table 20 shows customers are neither highly satisfied nor
dissatisfied but they are partially satisfied with the Recharge outlets of
Reliance Communication as 51 respondents agreed to it

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xxi. Figure 21 and Table 21 shows customers are neither highly satisfied nor
dissatisfied but they are partially satisfied with the call rates of Reliance
Communication as 54 respondents agreed to it

xxii. Figure 22 and Table 22 concluded that consumers are already highly
satisfied with the value added services of Reliance so the company needs to
work in the other areas rather than working on the value added services.

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Chapter 4: SUMMARY AND CONCLUSION

4.1. RESULTS OF THE STUDY

i. 44% of the respondents are between the age group 20 – 25, 32% of the
respondents are between the age group 25 – 35, 18% of the respondents
are between the age group 35 – 45 and 6% of the respondents are above 45
years of age.

ii. 34% of the respondents are Students, 52% of the respondents are
Businessmen, 10% of the respondents are from Government Services and
4% of the respondents are Professionals.

iii. 54% of the respondents are using Phone/internet for business purpose,
10% of the respondents are using Phone/internet for official purpose, and
36% of the respondents are using Phone/internet for personal purpose.

iv. 92% of the respondents are aware of RIM Post Paid, 60% of the
respondents are aware of FWP, 74% of the respondents are aware of
Broadband and 47% of the respondents are aware of HSDC.

v. 52% of the respondents came to know about the products through

television, 34% of the respondents came to know about the products
through print, 5% of the respondents came to know about the products

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 through sales executives and 9% of the respondents came to know about
the products through friends and existing users.

vi. 13% of the respondents were using RIM Post Paid, 41% of the
respondents were using FWP, 20% of the respondents were using
Broadband, and 26% of the respondents were using HSDC.

vii. 38% of the respondents were fully satisfied with the services, 51% of
the respondents were partially satisfied with the services, and 11% of the
respondents were not satisfied with the services.

viii. 15% of the respondents were dissatisfied by poor signals/network, 4%

of the respondents were dissatisfied by poor voice quality, 27% of the
respondents were dissatisfied by higher cost of services, 13% of the
respondents were dissatisfied by slow speed, 19% of the respondents were
dissatisfied by the billing errors and 22% of the respondents were
dissatisfied by poor customer care service.

ix. 73% of the respondents were told about the RIM Post Paid by the
visiting sales executives, 59% of the respondents were told about the FWP
by the visiting sales executives, 41% of the respondents were told about
the broadband by the visiting sales executives and 46% of the respondents
were told about the HSDC by the visiting sales executives.

x. 18% of the respondents would prefer to buy the service through home
delivery, 57% of the respondents would prefer to buy the service through
customer care, 9% of the respondents would prefer to buy the service
online and 16% of the respondents would prefer to buy the service through
franchisee & utility shops.

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 xi. 84% of the respondents consider price before choosing the product, 46%
of the respondents consider connectivity before choosing the product, 51%
of the respondents consider speed before choosing the product, 23% of the
respondents consider value added services before choosing the product
and 62% of the respondents consider after sales service before choosing
the product.

xii. 6% of the respondents would buy land line phone, if price and mobility
is not a concern, 17% of the respondents would buy fixed wireless phone,
if price and mobility is not a concern, 77% of the respondents would buy
mobile based on GSM technology, if price and mobility is not a concern
and 0% of the respondents would buy mobile based on CDMA
technology, if price and mobility is not a concern.

xiii. 63% of the respondents would recommend reliance services to others

and 37% of the respondents would not recommend reliance services to
others

xiv. 11% of the respondents rated excellent for the network, 18% of the
respondents rated very good for the network, 21% of the respondents rated
good for the network, 32% of the respondents rated average for the
network and 18% of the respondents rated poor for the network.

xv. 5% of the respondents rated excellent for SMS rates, 27% of the
respondents rated very good for SMS rates, 41% of the respondents rated
good for SMS rates, 18% of the respondents rated average for SMS rates
and 9% of the respondents rated poor for SMS rates.

xvi. 6% of the respondents rated excellent for new schemes and offers, 20%
of the respondents rated very good for new schemes and offers, 27% of the
respondents rated good for new schemes and offers, 34% of the

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 respondents rated average for new schemes and offers and 13% of the
respondents rated poor for new schemes and offers.

xvii. 9% of the respondents rated excellent for internet speed, 15% of the
respondents rated very good for internet speed, 46% of the respondents
rated good for internet speed, 17% of the respondents rated average for
internet speed and 13% of the respondents rated poor for internet speed.

xviii. 2% of the respondents rated excellent for cost, 14% of the respondents
rated very good for cost, 16% of the respondents rated good for cost, 63%
of the respondents rated average for cost and 5% of the respondents rated
poor for cost.

xix. 0% of the respondents rated excellent for customer care, 14% of the
respondents rated very good for customer care, 23% of the respondents
rated good for customer care, 31% of the respondents rated average for
customer care and 32% of the respondents rated poor for customer care.

xx. 10% of the respondents rated excellent for recharge outlets, 19% of the
respondents rated very good for recharge outlets, 51% of the respondents
rated good for recharge outlets, 13% of the respondents rated average for
recharge outlets and 7% of the respondents rated poor for recharge outlets.

xxi. 7% of the respondents rated excellent for call rates, 11% of the
respondents rated very good for call rates, 59% of the respondents rated
good for call rates, 33% of the respondents rated average for call rates and
0% of the respondents rated poor for call rates.

xxii. . 43% of the respondents rated excellent for value added services, 39% of
the respondents rated very good for value added services, 11% of the
respondents rated good for value added services, 7% of the respondents

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 rated average for value added services and 0% of the respondents rated
poor for value added services

4.2. LIMITATIONS

i. The study was restricted to only those clients who were related to Reliance
Communications’ products.

ii. The study was confined within specific regions of Delhi only.

iii. The sample size was limited so the results obtained from the study may not
be generalized for the whole population.

iv. The time period of the study was not sufficient to measure the consumers’
response effectively and reach to a more valid conclusion.

v. Many of the respondents may not have given the correct information due to
personal bias.

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4.3. SUGGESTIONS AND CONCLUSION

4.3.1. SUGGESTIONS
i. The company should emphasize more on the spreading the awareness for
their products because the level of awareness of their FWP, Broadband,
HSDC is very low.

ii. The sales executives should play a major part in spreading awareness
because only 5% of the people came to know about the products through sales
executives. Sales executives may also help the company generating prospects,
hence sales for the company.

iii. The RIM post paid has seen a major decline in its users because of the tough
competition given by the prepaid services. Hence the company should now
focus more on the internet services as there is a huge market for them to
cover.

iv. Around 2/3rd of the people are dissatisfied and majority of them reasons are
poor customer care service, billing errors and higher cost. So the company
should train their employees properly so that they have sufficient knowledge
about the products and the bills should be made more transparent so that the
customers could easily understand them.

67
 v. The sales executives are not properly trained as they could not explain the
schemes properly so they just try to tell to the customer about their RIM post
paid service and not about other three services. This is the main reason for the
lack in sales of their internet services.

vi. A majority of the customers look for the price and after sales services before
choosing the products. So the company should plan accordingly to increase
their sales.

vii. As seen from the survey results, more than 3/4th of the population prefer to
buy a mobile based on GSM technology. So the newly launched GSM based
mobile phones should be promoted accordingly.

viii. Half of the population interviewed rated either average or poor for the
network. So network can be improved by planting more towers in different
parts of the city where the company does not have the signals.

ix. More than 3/4th of the population does not like the new schemes and offers
introduced by the company. So a proper survey should be conducted and more
attractive and useful schemes must be introduced.

x. The cost of the products is too high for the customer to buy them. Moreover
the major problem is that several packs are activated without any prior
intimation and their price is included in the bills later, which is the major
reason for dissatisfaction.

68
 xi. Around 2/3rd of the people gave average or poor ratings to the customer care
and said that their complaints are either not heard or they are dealt very late.
xii. The company should emphasize more on reducing the call rates and
introducing attractive value added services which would help them improve
their sales.

4.3.2. CONCLUSION

As there is a healthy competition given by the existing players in the industry, lack or
degradation in any of the services may affect the company badly. With the excellent rural
awareness and rural market share in telecom services, the company should also try to
boost up their urban market share. This could only be done with the help of a team of
properly trained and dedicated employees. Moreover there is a huge market for the
internet sector which can be captured by giving the customer, the services according to
their needs.

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BIBLIOGRAPHY

Websites
i. http://www.indiaonestop.com/fdi-telecom.htm
ii. http://www.trai.gov.in/Default.asp
iii. http://www.rcom.co.in/webapp/Communications/rcom/index.jsp
iv. http://trak.in/Tags/Business/category/telecommunication/

Books
i. Gupta, C.B. ., Human Resource Management (third edition), Sultan Chand
& Sons, Eleventh editions. Page no. 9.4-9.8, 21.2-21.3, 2, and 22.2

ii. Chhabra. , T. N. Human Resource Management, Dhanpat Rai & Co (P)Ltd.

India, ninth edition.

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 ANNEXURE

PERSONAL DETAILS
1) Name:
2) Age:
3) Gender:
4) Address:
5) Contact Number:
6) Phone/Internet is used for following purpose:
a) Business b) Official c) Personal

Q1. Which of the following Reliance post paid products are you aware of?
1). Reliance India Mobile (RIM Post Paid)
2). Fixed Wireless Phone (FWP)
3). Broadband
4). High Speed Data Card (HSDC)

Q2. How did you come to know about the products?

1). Television
2). Print
3). Sales Executives
4). Friends and Existing Users
5). Other (Please Specify) ………………………………………

Q3. Which of the following products are you using?

1). Reliance India Mobile (RIM Post Paid)
2). Fixed Wireless Phone (FWP)
3). Broadband
4). High Speed Data Card (HSDC)

Q4. Are you satisfied with the service provided by the subscriber?
1). Fully Satisfied
2). Partially Satisfied
3). Not Satisfied

Q5. If your response to the above is partially satisfied or not satisfied, then what are
the reasons for your dissatisfaction?
1). Poor Quality of Signals/Network
2). Poor Voice Quality
3). Higher Cost

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4). Slow Speed
5). Billing Errors
6). Poor Customer Care Service
7). Any Other (Please Specify) …………………………………

Q6. When a sales executive comes to you, which of the following products does him
Frequently tells about?
1). Reliance India Mobile (RIM Post Paid)
2). Fixed Wireless Phone (FWP)
3). Broadband
4). High Speed Data Card (HSDC)

Q7. What channel would you prefer to buy a telecom/internet service?

1). Home Delivery
2). Customer Care
3). Online
4). Franchisee & Utility Shops

Q8. Which of the following service you look before choosing the product?
1). Price
2). Connectivity
3). Speed
4). Value Added Services
5). After Sales Service
6). Any Other (Please Specify) ……………………………..

Q9. If Price and mobility is not a concern, which of the following would you prefer?
to buy?
1). Land Line Phone
2). Fixed Wireless Phone
3). Mobile based on GSM Technology
4). Mobile based on CDMA Technology

Q10. Would you like to recommend reliance services to others?

1). Yes
2). No

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 11). Rate the following services on the basis of your satisfaction.

Services Excellent Very Good Good Average Poor

Network

SMS Rates

New
Schemes &
Offers
Internet
Speed

Cost

Customer
Care
Recharge
Outlets

Call Rates

Value
Added
Services

12). Suggestions (If Any):

…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………

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