PROJECT REPORT

(Submitted for the degree o B.Com Honours in Accountancy under

the Univesity of Calcutta)

TELECOMMUNICATION INDUSTRIES
IN INDIA
SUBMITTED BY:
Name of the candidate: SONU AGARWAL

Registration number: 017-1211-3381-20

Roll number:201017-11-0792

Name of the college: The Bhawanipur Education Society College

SUPERVISED BY:

Name of the supervisor: PROF.IPSITA CHATTERJEE

Name of the college: The Bhawanipur Education Society College

MONTH AND YEAR OF SUBMISSION

JUNE 2023
1
Annexure IA

Supervisor’s Certificate

This is to certify that Ms. Sonu Agarwal , a student of B.Com Honours in Accountancy of the
Bhawanipur Education Society College under the University of Calcutta has worked under my
supervision and guidance for her Project Work and prepared a Project Report with the title
‘Telecommunication Industries in India’.

The project report, which she is submitting is her genuine and original work to the best of my
knowledge.

Signature

Name: IPSITA CHATTERJEE

Designation: Lecturer

College: The Bhawanipur Education Society College

Place: Kolkata

Date:2023

2
Annexure I

Student’s Declaration

I hereby declare that the project work with the title ‘Telecommunication industries in India’
submitted by me for the partial fulfillment of the degree of B.com Honours in Accountancy
under the University of Calcutta is my original work and has not been submitted earlier to any
other University/Institutions for the fulfillment of the requirement of any course of study.

I also declare that no chapter of the manuscript in whole or in part has been incorporated in this
report from any earlier work done by others or by me.

However extract of my literature which has been used for this report has been duly
acknowledged providing detail of such literature in the references.

Signature

Name: Sonu Agarwal

Address: 39,Girish Park,Kolkata-700006

Registration No.: 017-1211-3381-20

Roll No.:201017-11-0792

Place: Kolkata

Date: 2023

3
 ACKNOWLEDGEMENT
I wish to express my sincere gratitude to my project guide Prof.IPSITA CHATTERJEE for
getting me started and for guiding me through this project. Needless to say, without her
knowledge , guidance and experience, this project would not have gone so far.

I am also sincerely thankful to my College for providing me with the dire opportunity to
undertake such a project. I learnt a lot about the other side of social media and how it influences
our lives.

I am also thankful to my family and friends for being so supportive and helpful and also to the
respondents for their kind co-operation.

4
 CONTENTS
CHAPTER TITLE PAGE
NO. NO.
Annexure IA Supervisor’s Certificate 2

Annexure IB Student’s Declaration 3

Acknowledgement 4

1. Introduction 8-11

1.1 Background of the study

1.2 Literature review
1.3 Objectives
1.4 Needs
1.5 Limitations
1.6 Research methodology

2. Conceptual framework 12-19

2.1Top trends in the telecommunication industry

2.2 National scenario

2.3 International scenario

2.4 Advantage

2.5 Top challenges in telecommunication industry

2.6 Consumer Perspective

2.7 Company Profile

3. Data Analysis and finding 20-35

3.1 Presentation of data analysis and findings

4. 4.1 Conclusion 36-37

4.2 Recommendation

Bibliography 38-39

6
Annexure 40-42

7
 CHAPTER 1: INTRODUCTION

1.1 BACKGROUND OF THE STUDY

The Indian telecom sector has emerged as one of critical component of economic growth
required for overall socio-economic development of the country as there is a positive correlation
between the penetration of mobile services and internet on the growth of GDP of a Country.
The sector has undergone a dramatic transformation from the government monopoly to a
competitive environment after liberalization where multiple private player could enter and
started giving services to customers. It has become a very essential service needed for rapid
growth and modernization of various sector of the country’s economy.
In today’s date it’s almost impossible to work without telecom service. It is mandatory for
communication, advertising , customer relationship management, employee management etc.
It has 1.17 billion subscribers and the numbers are going up by the day.
As of May 2023, India has over 692 million on internet subscribers. The analysis of telecom
industry in India shows that it is ranking as the world’s second largest market of internet users
and Telecommunications users.

1.2 LITERATURE REVIEW:

Rajan Bharti Mittal (2005) : Explains the paradigm shift in the way people
communicate.There are over 1.5 billion mobile phone users in the world today, more than
three times the number of PCOs. India today has the sixth largest telecom network in the
world up from 14th in 1995, and second largest among the emerging economies. It is also the
world’s 12th biggest market with a large pie of $ 6.4 billion . The telecom revolution is
propelling the growth of India as an ecomonic powerhouse while bridging the developed and
the developing economics.

Arindham Mukherjee (2006) : Research study aimed to analyze the reason for increasing
foreign direct investment (FDI) in Indian Telecom Industry. The study identified various
reasons of stemming growth that could be rising subscriber base , rising tele-density, rising
handset requirements, saturated telecom markets of other countries, stiff competition,
requirement of huge capital, high growth curve on telecom , changing regulatory
environment , conducive FDI limits in telecom sector.

8
Ramachandran T.V (2005) : Research study aims to analyse the performance of Indian
Telecom Industry .The authors comments that Indian Telecom Industry is based on volumes
(number of customers) rather than profit margins ,that is , the industry focuses on serving the
communication need of its costumers rather than focusing on profit margins. The study
found that the Indian consumer is extremely price- sensitive. The study also found the
various socio-demographic factors like: high GDP growth, rising income levels, booming
knowledge sector and growing urbanization have contributed towards tremendous growth of
this sector .The author says that 3 Generation (3G) services act as an instrument that will tie
these things (people, communication growth and economic growth) together and deliver the
mobile revolution to the masses in the near future.

Dutt and Sundram (2004) : Research work revealed that in India in order to boost
communication business, new modes of communication are now being introduced in various
cities of the country by Ministry of Communication. Cellular Mobile Phones, Radio Paging,
E-mail, Voice-mail, Video, Text and Video-Conferencing the modern communication tools
are now operational in many cities. It is a boon to business and industries. Value-added hi-
tech services, access to internet and introduction of Integrated Services Digital Network
(ISDN) are being introduced in various places in the country for speedy communication.

9
1.3 OBJECTIVES OF THE STUDY:
The objective of study are as follow:
 To study the evolution of the telecom sector in India .
 To study the present and future growth opportunities of the telecom sector in India .
 To study the trends and changes in telecom sector of India.
 To study the role of various telecom industries in Indian economy.

1.4 RESEARCH METHODOLOGHY:

The present data is based on both primary and secondary data.
1. The primary data has been collected from first hand sources like questionnaires, projective
technique, observation method etc. The sample size is 80.

2. Secondary data has been collected from internet articles newspaper etc. Graph and
percentile method has been used to analyze the data in order to achieve the objective of the
study.

1.5 NEED FOR THE STUDY

The success of telecommunication industry depends on prudent efforts and feasible
investments. In a competitive market, services providers are expected to compete on both
price and quality of services and also it is necessary for the service providers to meet the
consumers requirements and expectations in price and service quality. After globalization of
Indian economy in 1991 the telecommunication sector remained one of the most happening
sectors in India. Recent years have witnessed and dramatic changes in the field of
telecommunication. In the last few years more and more companies both foreign and
domestic, entered the cellular service market and offer large number of products and
services to the users.

1.6 LIMITATIONS OF THE STUDY

Though the project is based on both primary and secondary data but there are certain
limitations to both the method:

10
Limitations of the Primary data: In case of the primary data some respondent do not give
timely response. Sometimes, the respondent may give fake, socially accepted and sweet
answers. As the sample size is 80 it cannot determine the entire population.

Limitations of secondary data: The data collected by the party may not be reliable party so
reliability accuracy of data go down.

11
 CHAPTER-2
Conceptual Framework

2.1 Top trends in the telecommunication industry:

1. 6G Networks: The telecom carriers are working on providing the 6G networks to spark an
enormous wave of faster internet. While the technology has not yet been fully defined ,
carriers are proceeding with the lab and field trials in their race to stay competitive.

The full, mass – market 6G coverage is expected by approximately 2030.

2. Secure and reliable services: Modern telecom environment offers a rich set of services that
need reliable and secure authentication. The number of smart phones equipped with
biometric fingerprint readers is increasing. This technology is also being used by retailers,
financial institutions, government, and even schools, to verify identities.
Other biometric mechanisms like facial or retinal recognition, are also Telecom trends and
are likely to pick up steam in the coming years. An increasingly large number of telecom
companies are adopting biometric SIM cards for curbing crimes related to mobile phones and
terrorist attacks as well.

3. Artificial Intelligence (AI): The addition of artificial intelligence (AI) capabilities to smart
phones will bring the next shift in technology , according to Huawei ; in an article by ZDNet.

AI allows smart phones to perform highly sophisticated functions such as augmented reality
(remember Pokemon Go), speech recognition, indoor navigation ,and learning the daily tasks
and preferences of the individual to enable digital assistants like SIRI and ALEXA.

Customer services chatbots, like CenturyLink’s ‘sales assistant’, speech and voice services for
customers where there can explore or buy content by speaking , traffic classification ,network
optimization and orchestration, and predictive network maintenance, like AT&T’s self-
healing and self-learning hardware that’s powered by artificial intelligence are among some
AI applications that are used by the leading players and are among the emerging trends in the
telecommunication sector.

4. Internet of Things: Although mentioned above as part of challenges faced by telecom

industry due to the huge amount of data that connected devices generate , but this is one
major trend that will provide telecoms with more opportunities in the coming years .

12
 Becoming an IOT connectivity service provider and offering machine to machine (M2M)
devices can open up new streams of revenue for the telcos.

Gartner predicts that there will be nearly 20 billion devices connected to the IOT by 2023 and
that IOT products and services suppliers will amount to a business of $300 billion in revenue.
As per a survey by Tata Consultancy Services (TCS), the telecom sector ranks fourth as far
as spending on IOT technology is concerned .Making software-based updates to their
products and services has been rated as the top business process improvement by 12 telecom
companies. Other business improvements are providing customized marketing campaigns,
improving customer segmentations are providing better service.

5. Mergers & Acquisitions: With cut-throat competition ,new technological innovations

disrupting the existing customer base , the year doesn’t seem to be very easy for the
telecommunication sector. That’s why a number of companies are looking to partner with
media and content firms, like AT&T’s proposed merger with Times Time Warner Inc.
In addition,telcos are looking to increase their offerings by partnering with OTT players for
delivering content or companies that can help them provide enterprise solutions like SD-
WAN (software-defined WAN).
The telecom companies should take a more informed approach to simplification of business
processes which can help them ride the digital transformation wave.
2.2 NATIONAL SCENARIO

The Telecom industry in India is the second largest in the world with a subscriber base of 1.17
bn as of September 2022 (wireless + wireline subscribers).

India has an overall tele-density of 84.86 %, of which, the tele-density of the rural market,
which is largely untapped, stands at 58.01 % while the tele-density of the urban market is 134.62
%.

By the end of January, 2023,

 the total number of internet subscribers increased to 839.18 mn (narrowband +

broadband subscribers), out of which 44.25% of the internet subscribers belonged to the
rural areas.
 The average monthly data consumption per wireless data subscriber has also increased
by 22,605% to 16.40 GB in June 2022 from 61.66 MB in March 2014.

The industry’s exponential growth over the last few years is primarily driven by affordable
tariffs, wider availability, roll-out of Mobile Number Portability (MNP), expanding 3G and 4G
coverage, evolving consumption patterns of subscribers, Government’s initiatives towards
bolstering India’s domestic telecom manufacturing capacity, and a conducive regulatory
environment.
13
To further expedite digital connectivity, the Government has approved the auction of IMT/5G
spectrum for deployment of 5G services within the country. This auction was successfully held
by the end of July, 2022 and grossed $18.77 bn.

The Telecom sector is the 3rd largest sector in terms of FDI inflows, contributing 6.43% of total
FDI inflow, and contributes directly to 2.2 mn employment and indirectly to 1.8 mn jobs.
Between 2014 and 2021, the FDI inflows in the Telecom sector rose by 150% to $20.72 bn from
$8.32 bn during 2002-2014. 100% Foreign Direct Investment (FDI) has now been allowed in the
Teleco.

TRAI
The Telecom Regulatory Authority of India (TRAI) is a regulatory body set up by
the Government of India under section 3 of the Telecom Regulatory Authority of India Act,
1997. It is the regulator of the telecommunications sector in India. It consists of a chairperson
and not more than two full-time members and not more than two part-time members.

Telecom Regulatory Authority of India was established on 20 February 1997 by an Act of

Parliament to regulate telecom services and tariffs in India. Earlier, regulation of telecom
services and tariffs was overseen by the Central Government.
TRAI's mission is to create and nurture conditions for the growth of telecommunications in India
to enable the country to have a leading role in the emerging global information society.
One of its main objectives is to provide a fair and transparent environment that promotes a level
playing field and facilitates fair competition in the market. TRAI regularly issues orders and
directions on various subjects such as tariffs, interconnections, quality of service, direct to home
services and mobile number portability.
In order to increase broadband penetration in India, TRAI has proposed WANI (Wi-Fi Access
Network Interface) architecture. If implemented, it may lead to set up of Public Data Offices
(PDOs) where Wi-FI Internet would be available on demand. TRAI relates the same with PCOs
which were used to do the voice calls and were very popular hotspots before the mobile phones
or home landlines became the ultimate mode of communication.

2.3 INTERNATIONAL SCENARIO

Global telecommunication industries provide various services, according

telecommmunicatin industry has its roots in every sectors thanks to demanding
advancement in ongoing competition.The telecommunications industry has changed
beyond recognition in the last 10 years with customer needs and competitive landscapes
shifting in ways that few could have predicted. Durng this time we have seen consumers
getting attached to the data, more than 50% of focus s shifted on data. The agenda of

14
 telecom industry around the world are concentrating on customer experience
management . In current market North American and Asian Telecom have outperformed
other regions, benefiting from increased scale and strong secular growth opportunities,
respectively. Meanwhile, European operator share performance has improved on
anticipation of consolidation. While many players are diversifying their revenue
streams, ensuring that new services deliver profit. At the same time, over – the –top
(OTT) players are also expanding the scope of their offerings, disrupting different
industries verticals in the process.

Regional analysis and competitive landscape:

In 2022, the Asia Pacific captured more than 33.0% of share and is expected to grow at a CAGR
of 7.0% from 2023 to 2030. The region is likely to attract more than half of the new mobile subscribers by
2030. The regional market is primarily driven by e-commerce and retailer buy-in platforms, smartphone
ubiquity, and investments in 5G networks. China, Japan, and India have emerged as significant
contributors to regional market growth. According to industry expert analysis, in February 2022, China
recorded 1.02 billion internet users, which is more than three times the number of the third-placed United
States, which had just over 307 million. India recorded the second highest internet users in February
2022. Furthermore, rising government initiatives on digital integration through Information
Communication Technologies (ICT) are anticipated to fuel the APAC telecom services market growth.
For instance, in 2021, the Indian government allocated over USD 27.33 billion on the development of 100
smart city projects, where IoT plays a significant role in those cities qualifying as ‘smart cities’.
Moreover, North America is expected to account for a considerable revenue share in 2021 to come on
account of high consumer spending on mobile phones, coupled with the early adoption of digitized
technologies. The current launch of 5G in South Korea, Australia, Germany, the U.K., and the U.S. is
anticipated to drive the market. According to GVR analysis, more than 20% of communication
connections worldwide is projected to incorporate 5G networks by 2030 with a strong presence in North
America and Europe.

2.4 ADVANTAGES

The term Telecommunication specifies the transmission of information by various types of

technologies over wire, radio, optical, or other electromagnetic systems. Telecommunication
is also known as e-commuting or e-work. It is also very important to know that
telecommunication should be approved with the permission of the employer. Some
organizations did not allow their employees to work at home rather than in the office.

Advanced technology in the field of telecommunication has a great impact on the way people
interact with each other worldwide. In today's world, all people try to interact with each other via
video calls, voice calls and data-sharing applications. By adopting advanced telecommunication
technology, many businesses have improved their customer service, productivity, and growth.

15
1. Improve efficiency

With the help of the latest devices and technology, it is very easy for the employees to send and
receive data from anywhere in the world in real time. An employee can share all the necessary
information with the supplier or retailer with the help of a live feed. All the suppliers, partners
and customers are connected with each other with the help of telecommunication.

With the help of video calling applications like zoom, skype etc., a business can be hosted by
100 participants. This helps the company to execute the project by reducing the cost of operation
of the project.

2. Inspire collaboration

Telecommunication is very important for the company when it comes to performing cross-
cultural communication in the company. Employees in different places, departments and
organizations can perform their operations effortlessly with the help of advanced
telecommunication technology like video calling, video conferencing, and telepresence video
streaming. For example, skype provides the facility of live streaming of HD audio and video
conference system. During the video call, the participant can share their screen and files in a
fraction of the time. Some video calling application also provides the feature of a whiteboard.
Whiteboard allows the participants to edit, share and shaving important information related to the
projects.

3. Bring flexibility to the workplace

Telecommunication gives an environment for employees to perform flexible work. With the help
of video conferencing and video calling, employees can join corporate meetings from their
homes and the employees can access corporate video calling from any PC or mobile phone. This
reduces the need for manually attending the meeting in the office. Now, many organizations
offer their employee to work from home and complete projects.

4. Save time

With the use of video conferencing and video calling, a host can invite all participants and starts
their meetings. It is a very simple process. The host needs to send an invitation link through
email, and all other employees can join directly through this link. The host can also check
whether the employee is available in the meeting or not by seeing their online status. Most
telecommunication applications offer the participants to set the status of their presence like busy,
free for calls, away and more.

16
2.5 TOP CHALLENGES IN TELECOMMUNICATION INDUSTRY

 Telcos have to decentralize the purchasing and decision power, both internally and
externally, because of the essential agile reconfiguration of the cloud.

 With the availability of new technologies, the variety and quality of services from
telecom companies and internet service providers (ISP) are increasing, profit margins are
decreasing, and the lines between telecom companies and technology vendors are
blurring. Hence, telcos have to take a fresh look at the level of ICT innovation and adapt
their organization to digital transformation by creating strong cross-functional interfaces
and by seeking tools for maintaining organizational flexibility.

 With millions of subscribers, a variety of new products, and bundled and customized
solutions, operational support services like service configuration, order fulfillment,
customer care, and billing are becoming increasingly complex. Hence, the cost of
handling these operations requires resources and different tools, thus, increasing the
financial overhead.

 Telecommunication providers need to upgrade their IT and connectivity infrastructure

and focus on providing data and voice services that are high quality, reliable, and
affordable. Security of the networks has become a major priority for the telcos and they
are facing challenges with the emergence of new threats that are powered by new
technologies. So, a number of operational and technical innovations are needed to meet
customer expectations of complete system security from the network to the device level.

 One more challenge waiting in the wings for telcos and ISPs is the impact of the Internet
of Things (IoT) which is leading to explosive growth in connected devices. This growth
is generating billions and trillions of new data sources and thus, it is expected that this
growth will push the data to be handled by networks to zettabytes per year.

2.6 Consumer Perspective

Customer perception is a process where a customer collects information about a product

and interprets the information to make a meaningful image about a particular product.
When a customer sees advertisements, promotions, customer reviews, social media
feedback, etc. relating to a product, they develop an impression about the product.
The entire process of customer perception starts when a consumer sees or gets
information about a particular product. This process continues until the consumer starts
to build an opinion about the product. Everything that a company does will affect
customer perception. The way the products are positioned in a retail store, the colors, and

17
 shapes in your logo, the advertisements that you create, the discounts that you offer,
everything impacts the customer perception.

2.7 COMPANY PROFILE

AIRTEL: It is an Indian multinational telecommunications services company based in New

Delhi. It operates in 18 countries across South Asia and Africa, as well as the Channel Islands.
Currently, Airtel provides 4G and LTE Advanced services all over India and 5G service in
selected cities. Currently offered services include fixed-line broadband, and voice services
depending upon the country of operation. Airtel had also rolled out its Voice over LTE (VoLTE)
technology across all Indian telecom circles. It is the second largest mobile network operator in
India and the second largest mobile network operator in the world.[4] Airtel was named India's
2nd most valuable brand in the first ever Brandz ranking by Millward Brown and WPP plc.
Airtel is credited with pioneering the strategic management of outsourcing all of its
business operations except marketing, sales and finance and building the 'minutes factory' model
of low cost and high volumes. The strategy has since been adopted by several operators. Airtel's
equipment is provided and maintained by Ericsson, Huawei, and Nokia Networks whereas IT
support is provided by Amdocs. The transmission towers are maintained by subsidiaries and joint
venture companies of Bharti including Bharti Infratel and Indus Towers in India. Ericsson agreed
for the first time to be paid by the minute for installation and maintenance of their equipment
rather than being paid upfront, which allowed Airtel to provide low call rates
of ₹1 (1.3¢ US)/minute.

BSNL: Bharat Sanchar Nigam Limited is a central public sector undertaking headquartered
in New Delhi, India. It is under the ownership of the Department of
Telecommunications, Ministry of Communications, Government of India. It was incorporated on
1 October 2000 by the Government of India. Its top official is designated as Chairman and
Managing Director who is a central government civil servant of the Indian Communication
Finance Service cadre or a central government engineer of the Indian Telecommunications
Service cadre. It provides mobile voice and internet services through its
nationwide telecommunications network across India. It is the largest government-owned-
wireless telecommunications service provider in India.

Jio :Reliance Jio Infocomm Limited, doing business as Jio, is an

Indian telecommunications company and a subsidiary of Jio Platforms, headquartered in Navi
Mumbai, Maharashtra, India. It operates a national LTE network with coverage across all
22 telecom circles. Jio offers 4G and 4G+ services all over India and 5G service in many cities.
Its 6G service is in the works.
Jio soft launched on 27 December 2015 with a beta for partners and employees, and became
publicly available on 5 September 2016. It is the largest mobile network operator in India and
the third largest mobile network operator in the world with over 42.62 crore (426.2 million)
subscribers.

18
In September 2019, Jio launched a fiber to the home service, offering home broadband,
television, and telephone services. As of September 2020, Reliance Industries has raised ₹1.65
lakh crore (US$21 billion) by selling nearly 33% equity stake in Jio Platforms.

VODAFONE IDEA: It is an Indian mobile network operator with its headquarters based
in Mumbai and Gandhinagar. It is an all-India integrated GSM operator
offering 2G, 3G, 4G, LTE Advanced, Voice Over LTE, and VoWiFi service. As of 31 March
2023, Vi has a subscriber base of 225.90 million, making it third largest mobile
telecommunications network in India and 10th largest mobile telecommunications network in the
world. The company was created on 31 August 2018 by the merger of Vodafone India and Idea
Cellular, to form a new entity named Vodafone Idea. It was completed on 31 August 2018, and
the new entity was named Vodafone Idea Limited. Under the terms of the deal, the Vodafone
Group held a 45.2% stake in the combined entity, the Aditya Birla Group held 26% and the
remaining shares were to be held by the public. Vi lost a significant number of gross and active
subscribers in the month of August 2020 after the merger. Until 7 September 2020, Vodafone
Idea Limited operated two separate brands: Vodafone and Idea who both operated pre-paid and
post-paid GSM service. On 3 February 2023, the Government of India ordered the company to
convert its interest dues worth 161.33 billion Indian Rupees ($1.96 billion) to equity at the rate of
10 rupees per share, thus making the government the single biggest shareholder in the company.

19
 CHAPTER-3

PRESENTATION,ANALYSIS AND FINDINGS

3.1 DATA &ANALYSIS

1. GENDER:

SEX NUMBEROF PERCENTAGE OF

RESPONDENTS RESPODENTS
Female 34 48.1%

Male 36 51.9%

Grand Total 70 100%

TABLE 3.1

Total
1st Qtr 2nd Qtr

48%
52%

Interpretation: In the above figure 52% are female and 48% are male.

20
2.AGE

AGE NUMBEROF PERCENTAGE

RESPONDENTS OF
RESPONDENTS
Below 20 16 28.3%
21-40 years 42 62.3%
41-60 years 9 7.5%
60+ years 2 1.9%
Grand Total 70 100%

COUNT OF AGE
45
40
35
30
25
20
15
10
5
0
AGE Below 20 21-40 years 41-60 years 60+ years

FIGURE 3.2

Interpretation:16 responses are received from the people falling under the age group

below 20, 42 responses are received from the people falling under the age group 20-40,

9 responses are received from the people falling under the age group 41-60, and only 2

responses are received from the people above the age of 60 . It was difficult to get

responses from above the age of 60 because most of them had never used internet before

21
 and also had a limitation of filling the google form through which the survey was

conducted.

3. OCCUPATION

Occupation Percentage
of
Respondents

Business Man 15.1%

Employee 13.2%

Student 66%

Others 5.7%

OCCUPATION
Others

Student

Employee

Business Man

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7

Figure 3.3

Interpretation
According to the data collected 15.1% are business man, 13.2% are Employees, 66% people are
students and 5.7% are from other occupation.

22
4. Which service provider do you prefer?
Service Percentage of
provider respondents

Airtel 34%

Jio Reliance 62%

Vodafone 2%
Idea
BSNL 2%

Others ----

Service Provider
70%

60%

50%

40%

30%

20%

10%

0%
Airtel Jio Reliance Vodafone Idea BSNL Others

Figure 4.4

Intepretation: The above chart shows the type of service provider respondents use, clearly
majority of respondent of 62.3% uses Jio Reliance and 34% uses Airtle . This interprets that
majority people uses only two type of service providers.

23
5. Which type of service do you use?
Service Type Percentage of
Responses

Prepaid 90.6%

Postpaid 9.4%

Service Type
Postpaid

Prepaid

0.00% 20.00% 40.00% 60.00% 80.00% 100.00%

Figure 5.5

Interpretation: The above chart shows the different type of mobile connections
people use. It is easily be concluded that maximum number of users are of Prepaid
instead of Postpaid.

24
6. Reason for selection of the particular service provider?
Reasons Percentage of
respondents

Good pricing 28.8%

Better Network 65.4%

Better customer 4%
services
Others 2.8%

70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Better Network Better customer Others
services

Figure 6.6

Interpretation: From the above figure it can be interpret that better network and good pricing
are the main reasons for the choice of the service provider.

25
7. Purpose for usage of the above mentioned service provider?
Purpose Percentage of
respondent
Only phone calls 1.2%

Only internet usage 4.5%

Both phone calls and 94.3%

internet usage

Both phone calls and internet

usage

Only internet usage

Only phone calls

0.00% 20.00% 40.00% 60.00% 80.00%100.00%

Figure 7.7

Interpretation: Above figure shows that majority of respondent uses both phone calls
and internet usage from the service provider and very few are used for only internet or
phone calls.

26
8. How long have you been a customer of the above mentioned service
provider?

Years Percentage of
respondents
Less than 1 7.5%
year
1-3 years 13.2%

3-5 years 43.4%

More than 5 35.8%

years

More than 5 years

3-5 years

1-3 years

Less than 1 year

0.00% 10.00% 20.00% 30.00% 40.00% 50.00%

Figure 8.8

Interpretation: From the above diagram we can interpret that majority of users does
not frequently change their service provider and has been using for more than 3 years
and so.

27
9. How satisfied are you with the quality of network coverage provided by
your service provider?

Range of Percentage of
Satisfaction respondents

Very Satisfied 28.3%

Satisfied 49.1%

Neutral 20.8%

Dissatisfied 1.8%

Very Dissatisfied ----

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
Very Satisfied Satisfied Neutral Dissatisfied Very
Dissatisfied

Figure 9.9

Interpretation: From the above figure we can interpret that majority of people are satisfied
with the quality of network coverage provided by their service provider.

28
10.How Often do you experience call drops, poor network quality, or slow
internet speed?

Options Percentage of
respondents

Very frequently 11.3%

Frequently 17%

Occasionally 30.2%

Rarely 37.7%

Never 3.8%

40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%

Figure 10.10

Interpretation: In the above diagram, we can clearly see that there are mixed reviews
regarding network. Hence, we can interpret that network depends on the area in which we resides
as in some places there is strong network coverage whereas in many areas people faces network
issues frequently.

29
11.Are you satisfied with the pricing of telecom services in India?
Level of satisfaction Percentage of
respondent

Very satisfied 17%

Satisfied 34%

Neutral 35%

Dissatisfied 13.2%

Very dissatisfied ------

Very dissatisfied

Dissatisfied

Neutral

Satisfied

Very satisfied

0% 10% 20% 30% 40%

Figure11.11

Interpretation: From the above figure we can interpret that majority of people don’t have
issue with the pricing of the telecom services. So we can conclude that India’s telecom industries
have good pricing which can be afford by majority of people.

30
12.How frequently do you switch service providers and what motivates you to
make a switch?
Reason Percentage of
respondent

Never switched it ever 49%

Rarely, when there is a major problem 35.3%

with the current provider.
Occasionally, to get a better deal 13.7%

Frequently, constantly looking for the 2%

best deals and discounts.

60%

50%

40%

30%

20%

10%

0%
Never switched it ever Rarely, when there is a Occasionally, to get a Frequently, constantly
major problem with the better deal looking for the best deals
current provider. and discounts.

Figure 12.12

Interpretation: In the above figure we can see that majority of the respondent has never
switched there service provider this shows they are satisfied with the services given by their
telecom service provider. Also they change when there is a serious issue with their service
provider.

31
13.Any new services or features that you would like to see in the
telecommunication industry in the coming year?
Features Percentage of
respondents

Better network 23.1%

Faster internet speed 26.9%

Lower prices for telecom 28.8%

services
More innovative services 21.2%
and features
Others -------

Others

More innovative services and features

Lower prices for telecom services

Faster internet speed

Better network

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00%

Figure13.13

Interpretation: As the demand and necessity of telecommunication is increasing day by day ,

so majority of people want development with better pricing , network, faster internet speed and
upgrade in technology with there increasing in need.

32
14.How important is it for you to access to high-quality mobile internet
services?
Options Percentage of
respondents

Very important 78.8%

Somewhat 19.2%
important
Neutral 2%

Somewhat ----
unimportant
Very ----
unimportant

90.00%

80.00%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
Very important Somewhat Neutral Somewhat Very unimportant
important unimportant

Figure14.14

Interpretation: As per the above diagram, we can clearly see that for majority of people
high internet speed is very important as with the upgrade in the technology it needs high
internet speed.

33
15.Do you think telecommunication industry would develop in the coming
future and will have a major contribution in India’s GDP?
Option Percentage of
respondent

Agree 53.8%

Strongly agree 26.9%

Maybe 19.2%

Not sure -----

Not sure

Maybe

Strongly agree

Agree

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Figure 15.15

Interpretation: The above chart shows that telecommunication industry will have a major
contribution in the India’s GPD. Hence, government should introduce new schemes to develop
telecommunication industry.

34
Findings
 Most used service providers are Airtel and Jio.
 Mostly users use prepaid service.
 Telecom services are used for both phone calls and internet usage.
 Better network, internet speed and good pricing is very essential for the users.
 Network coverage are different in different areas.
 Telecommunication Industry will have a major contribution in the coming future.

35
 Conclusion
This project is based on the topic Telecommunication Industries in India . This report has been
made by keeping in mind that recent changes in telecommunication and its impact on consumers
and there perceptive. As the information technology and the ability to connect and communicate
is a fundamental part of our modern society . Throughout the world the telecommunication
become the foundation for business, governments, communities, and families to seamlessly
connect and share information.

This Project Report covers several sub headings under the topic Telecommunication Industries in
India .Firstly , it make us aware of the very topic itself (what is telecommunication). It covers
background history,and its revolution throughout the world . The recent changes and trends in
telecommunication sector also mentioned and the need for telecommunication sector and
challenges faced by it in the modern world. It also covers the international and national scenario
of telecommunication sector,telecommunication in India and some top telecommunication sector
in India like Reliance Jio Limited, Bharti Airtel limited, Vodafone Idea Limited, Bharat sanchar
nigam limited .

At last, the huge growth and expansion of telecommunication sector throughout the world and
nationwide and the growth of telecommunication sector in india ,its impact how it changes and
eases the life of common people is also mentioned. As per report of INDIA BRAND EQUITY
FOUNDATION India is currently the world’s second largest telecommunication market with a
subscriber base of 1.20 billion and gross revenue of the telecom sector stood as Rs121527 crore
(US $ 17.39 billion) .

36
 RECOMMENDATION
After analyzing the hypotheses I would like to offer some recommendation to influence :

Customer satisfaction has numerous benefits for telecommunication operators. Below are some
of them.

Increases customer loyalty: when customers are satisfied , they are likely to stay with a business
for long ,which boost sales and profitability . Notably, a 5% increase in retention rates increases
the profit ability of by 25-95% .

Gives competitive advantage : Customer Satisfaction helps telecommunication operators achieve

competitiveness because their customers are less interested in a competitor.

Increases word of mouth awareness : word of mouth is a prominent and affective form of
advertising that all operators should embrace . Satisfied customers are likely to recommend your
business and products to their personal connections including friends and families.
Approximately 92% of consumers trust a recommendation that a friend and family member
makes.

Reduce marketing expenses: when satisfied customers become your advocates and brand
ambassadors, they help you generate new customers. You will get repeat purchases without a
high promotional expenditure .

Increases sales: Satisfied customers assure repeat business , offer referrals , and reduce churn ,
which increases your sales.

Promises greater customer participation : satisfied customers can offer input for improving
products , processes , service initiatives.

Ensure success with new products: When your customers are satisfied, they look forward to new
products and services. Hence, increasing the success of new products and line extensions.

37
 BIBLIOGRAPHY
• Ana Valeria Carneiro Dias, Consultation Paper on ‘Framework and Proposals for

Telecom Pricing’, Vol.V(2), pp.26-36, New Delhi,2011.

• Anand Pawar, ‘Rural Telephony: Telecommunications Development in Rural India’,

Connect world India Annual, ICICI, India, pp.42-45, 2008.

• Arun, F. I. Nixson, ‘India in the Era of Economic Reforms’, (Ed.), Oxford University

Press, New Delhi and Oxford, pp.236-260, 2010.

• Beshouri, ‘From State to Market: A Survey of Empirical Studies on Privatization’,

Journal of Economic Literature 34:2, June, pp. 321-89, 2006.

• Dossaini, ‘Telecom Policies and Reforms: Some Perspectives’, Management Science,

Vol.40,No.2, February, pp.29-39, 2002.

• El Khoury and Savvides, ‘Openness in Services Trade and Economic Growth’,

Economic Letters, 92, pp.277-283, 2016.

• Garbacz and Thompson Jr, ‘Telecommunication Infrastructure and Economic Growth:

A Cross-Country Analysis’, Working Paper Series, Mimeo, 2007.

• Kala S and Sridhar, Varadharajan, ‘Telecommunications Infrastructure and Economic

Growth: Evidence from Developing Countries’, National Institute of Public Finance

and Policy (New Delhi, India) Working Paper No. 14, 2009.

• Kathuria, ‘Indian Telecommunications: Trends and Portents’, NCAER: New Delhi,

2019.

• Kothari C.R., Research Methodology, Allied Publishers, Ludhiyana, 2011.

• Malhotra K., Telecom Policy Issues: Indian Context, Vineeth Publications, Meerut,

2015.

• Muttur Ranganathan Narayana, ‘An Assessment of Telecommunications Reforms in

India’, paper presented for Stanford-India Development Conference - 2008, Infosys

38
Campus (Bangalore, India): 21 December, 2018.

• Nasscom and Kathuria, Wallsten, Scott., ‘World Development Report for Markets of

Telecom Sector, Washington DC: World Bank, 2018.

39
ANNEXURE
Questionnaire

1.Gender:
o Male
o Female
o Other

2.Age :
o 41-60 years
o 21- 40 years
o 60+ years
o Below 20

3.Occupation:
o Business man
o Employee
o Student
o Others

4.Which service provider do you prefer?

o Airtel
o Jio Reliance
o Vodafone Idea
o BSNL
o Others

5.Which type of Service do you use?

o Prepaid
o Postpaid

6.Reason for selection of the particular service provider?

o Good Pricing
o Better Network
o Better Customer Services
o Others

40
7.Purpose for usage of the above mentioned service provider?
o Only phone calls
o Only internet usage
o Both for phone calls and internet usage

8.How long have you been a customer of the above mentioned service
provider?
o Less than 1 year
o 1-3 years
o 3-5 years
o More than 5 years

9.How satisfied are you with the quality of network coverage provided by
your service provider?
o Very satisfied
o Satisfied
o Neutral
o Dissatisfied
o Very dissatisfied

10.How often do you experience call drops, poor network quality, or slow
internet speed?
o Very frequently
o Frequently
o Occasionally
o Rarely
o Never

11. Are you satisfied with the pricing of telecom services in India?
o Very Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Very Dissatisfied

12.How frequently do you switch service providers and what motivates you to
make a switch?

41
 o Never switched it ever
o Rarely, when there is a major problem with the current provider.
o Occasionally, to get a better deal.
o Frequently, constantly looking for the best deals and discounts.

13. Any new services or features that you would like to see in the
telecommunication industry in the coming years?
o Better mobile network coverage
o Faster internet speed
o Lower prices for telecom services
o More innovative services and features
o Other

14.How important is it for you to access to high-quality mobile internet

services?
o Very Important
o Somewhat Important
o Neither important nor unimportant
o Somewhat unimportant
o Very unimportant

15.Do you think telecommunication industry would develop in the coming

future and will have a major contribution in India's GDP?
o Agree
o Strongly Agree
o Maybe
o Not Sure

42