Value Added Services for Broadband CustomersValue Added Services for Broadband Customers

AIRTELAIRTEL

Formatted: Font: 18 pt

VALUE ADDED SERVICES FOR BROADBAND CUSTOMERS

CORPORATE INTERNSHIP PROGRAM PROJECT REPORT

SUBMITTED IN PARTIAL FULFILMENT OF PGDM PROGRAM 2012-14

Submitted By PARAS CHOPRA Roll No: 175 Company Mentor GAUNIKJEET SINGH BHASKAR Faculty Mentor PROF. ANUPAM

FIIB, NEW DELHI SR. MANAGER (VAS DEPARTMENT) AIRTEL

Table of Contents
S.No 1. 2. Contents Executive Summary Introduction to the Sector/ Company 2.1 Geographical distribution 2.2 Market share 2.3 Trends in internet subscription 2.4 Technology trends for internet subscription 2.5 Broadband subscribers of Top ten states 2.6 Broadband Plans and Comparison 2.7 Value Added Services 2.8 Comparison 2.9 VAS offered by ISPs 3. 4. 5. 6. 7. 8. 9. Review of Literature Project Objectives and Methodology adopted Data Collection/Description of the work performed Findings Recommendations References Annexure
6

Page No 5

CHAPTER 1 EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

A source through which users can access Internet services which has a download data transfer rate equal to or faster than 256 Kbit/s is Broadband. India is one of the fastest-growing telecom markets in the world, though the broadband uptake in India has been slow. Currently, broadband penetration in India is just around 10 percent of the Internet user base and approximately 1 percent of Indias population one of the lowest in the world. Some of the areas which can be looked at to push growth can be ; Infrastructure and access issues such as high Right of Way charges, higher cost to connect and last mile connectivity issues, Affordability of data plans ,Penetration/affordability of PCs and handsets and Availability of vernacular content and localized applications etc. There are 183 ISPs in India out which this report will discuss about the top 10 ISPs and the value added services(VAS) provided by them if any. Airtel is the fourth largest ISP on the basis of subscriber base and the best Value Added Service provider. The report consists of comparison among the VAS provided by the leading ISPs and their different monthly plans. The report also explores the VAS offered by some of the top ISPs of the world and a brief comparison of their VAS with the VAS offered by Indian ISPs. The attempt behind this report is to find out the satisfaction of the users of VAS, the quality of awareness and the barriers for the Non-users of VAS. This may help AIRTEL to know more about the problems faced by users and whats making the non users avoid / ignore the VAS offered. The report also consists the VAS that the 4G customers would be willing to subscribe.

CHAPTER 2 INTRODUCTION TO SECTOR / COMPANY

INTRODUCTION

BROADBAND Broadband refers to : Wide bandwidth characteristics of a transmission medium and its ability to transport multiple signals and traffic types simultaneously The medium can be coax, optical fibre, twisted pair or wireless Has a download data transfer rate equal to or faster than 256 Kbit/s. COMPANY OVER VIEW Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. Headquartered in New Delhi, India, the company ranks amongst the top 4 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed DSL broadband, IPTV, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G wireless services and mobile commerce. Bharti Airtel had over 269 million customers across its operations at the end of March 2013.

INDIAN SCENARIO Although India is one of the fastest-growing telecom markets in the world, broadband uptake in India has been slow. Currently, broadband penetration in India is just around 10 percent of the Internet user base and approximately 1 percent of Indias population one of the lowest in the world as compared to other economies such as Russia (11 percent), Brazil (7.5 percent) and China (9.5 percent). The following are some of the areas which can be looked at to push growth: 10

Infrastructure and access issues such as high Right of Way charges, higher cost to connect and last mile connectivity issues Affordability of data plans Penetration/affordability of PCs and handsets Availability of vernacular content and localized applications.

Broadband has significant potential to facilitate economic and social development, especially in rural India, where broadband connectivity is expected to play a crucial role in empowering the masses. Addressing the above-mentioned issues could result in achieving greater traction in the Indian broadband market. India is behind schedule with targets (million) subscribers

SUBSCRIBER BASE (MILLIONS)

50 45 40 35 30 25 20 15 10 5 0 2005 2007 2010 2012

FIG. 1

44.6 mn

EXPECTED ACHIEVED 13.79 mn

11

GEOGRAPHICAL DISTRIBUTION

The distribution can be divided into two : 1. State / Government owned 2. Private players; Nationwide and Regional basis State Owned BSNL
Servicing all of India except Mumbai and Delhi. Triple-play Broadband Services provided by ADSL and VDSL. Also providing internet services over GPRS, 3G, as well as WiMax

MTNL
Servicing Mumbai and Delhi. Triple-play Broadband Services provided by ADSL under the "Tri-Band" brand. Also providing GPRS and 3G internet services.

Private (Nationwide) Some of the private players servicing nationwide are as follows: AIRTEL POWERNET 12

HATHWAY RELAINCE COMM SIFY SPECTRANET TATA INDICOM YOU TELECOM TIKONA DIGITAL NETWORKS D-VOIS AIRMESH

PRIVATE (REGION wise) There are many private players in this sector providing their services region wise. These are generally small players. Some of them are as follows: Flymax Broadband Internet Services- Cuddalore Old Town,Tamil nadu. Asianet Data Line - Broadband over Cable, Kerala Excel - Broadband over Cable, Andhra Pradesh Kappa Internet Services - Broadband over Wireless, Rajasthan Beam Telecom - FTTB, Hyderabad Fivenet - Broadband over Cable (Mumbai, currently expanding to Pune, Haryana and other regions) Honesty Net Solutions - Broadband over Cable, Mumbai IOL Netcom Sikka Broadband Pvt. Ltd. - leased line Over Fiber Optic cable and Wireless ,Lucknow UP (E) Railwire - Broadband over Cable; Whitefield, Bangalore Vasai Cable Pvt. Ltd. - Broadband over Cable; Vasai Taluka Alliance Broadband Pvt. Ltd.- Broadband Over cable,Kolkata Wishnet Broadband Service Ltd. - Broadband Over cable,Kolkata 13

Siti Cable Pvt. Ltd. - Broadband Over cable,Kolkata Meghbela Broadband Pvt. Ltd. - Broadband Over cable,Kolkata Touch Net-High Speed Broadband Gurgaon Fast Connecting India Tripura

Top ten ISPs

1. 2. 3. 4. 5. 6. 7. 8. 9. BSNL R COM MTNL AIRTEL HATHWAY YOU TIKONA BEAM TATA COM 10.ASIANET

Internet Subscriber Base of top ten ISPs

S No.
1. 2. 3. 4.

ISP
BSNL RCOM MTNL AIRTEL

SERVICE AREA
All India All India Delhi & Mumbai All India

SUBS.(mn)
12779497 5190864 1940208 1390656

14

5. 6. 7. 8. 9. 10.

HATHAWAY YOU BB TIKONA DIGITAL BEAN TELECOM TATA TELECOM ASIANET SATTELITE

All India All India All India Andhra Pradesh All India All India

372929 333372 289931 241793 157273 112987

TABLE 1

MARKET SHARE (Q3 2012)

FIGURE 2

15

BSNL 5.79% 8.08% 21.62% 53.23% R COM MTNL AIRTEL HATHWAY YOU TIKONA BEAM

TATA COM
ASIANET

S No.
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

ISP
BSNL RCOM MTNL AIRTEL HATHAWAY YOU BB TIKONA DIGITAL BEAN TELECOM TATA TELECOM ASIANET SATTELITE
16

MARKET SHARE
53.23 % 21.62 % 2.08 % 5.79 % 1.55 % 1.39 % 1.21 % 1.09 % 0.66 % 0.47 %

TABLE 2

Growth achieved by top ten ISPs Q3 vs. Q2 (2012)

GROWTH RATE (%)

44.97

8.78

0.55 2.05 2.53 -08

4.4 2.46

-24.47

FIGURE 3

MTNL has reported 1.94 million subscriber base at the end of Sep-12 as against 2.57 million at the end of Jun-12 registering a decrease of 24.47% mainly because of decrease in dialup connection of Delhi circle . Airtel has achieved a growth of 0.55 % since Q2 2012. Reliance communications have achieved the maximum growth in this quarter(june-sep 12) i.e. 44.97 %. 17

TRENDS IN INTERNET SUBSCRIPTION

No. of internet subscribers increased from 22.66 million at the end of Jun-12 to 24.01 million, registering a growth of 5.97%. Apart from this, 446.99 million wireless subscribers have subscribed to Data services, as reported by the wireless service providers. Number of Broadband subscribers increased from 14.21 million at the end of Jun-12 to 14.68 million at the end of Sep-12, registering a quarterly growth of 3.31% and Y-O-Y growth of 14.42%.

SUBSCRIBER BASE (MILLIONS)

Broadband

Narrowband

12.83

13.35

13.81

14.21

14.68

8.16 Sep/11

9.04 Dec/11

9.05 Mar/12

8.44 Jun/12

9.33 Sep/12
FIGURE 4

Share of Broadband subscription in total Internet subscription decreased from 62.74% at the end of Jun-12 to 61.16% at the end of Sep-12. 18

 Number of Narrowband subscribers increased from 8.44 million at the end of Jun-12 to 9.33 million at the end of Sep-12, thereby showing a positive growth of 10.45% as against the negative growth of (-) 6.71% in the previous quarter i.e. QE Jun-12.

TECHNOLOGY TRENDS FOR INTERNET ACCESS (BROADBAND)

SUBSCRIBER (IN LAKS)

120.84

124.12

Jun-12

Sep-12

42.33

54.92

8.98
DSL

9.75
LAN

0.47

0.45

0.28 0.48
FIBRE WIRELESS

0.26

0.16
OTHERS

LEASED LINE

FIGURE 5 Others include Fiber, Leased Line etc. DSL has the maximum number of subscribers with an increase in its number as compared to the last quarter. Internet access through fibre has a good future but right now India does not have the proper infrastructure for it. 19

 Wireless has the second most number of subscribers and has increased the most in this quarter.

Market share of technologies:

Considering the above diagram the market share of the technologies available for broadband usage is the following:

5.31% 3.32% 6.30% 0.69%

DSL LAN CABLE MODEM 84.37% WIRELESS OTHERS

FIGURE 6

DSL (Digital Subscriber Line) is the most preferred technology used by the Service Providers to provide Broadband Services and it constitutes 84.37% of 20

total broadband subscribers, followed by Ethernet LAN (6.30%) and Cable Modem (5.31%).

BROADBAND SUBSCRIBERS OF TOP TEN STATES

BROADBAND SUBSCRIBERS (IN LAKH)

30 25 20 15 10 5 0 24.82 18.31 15.33 14.82 10.73 10.64 7.72 9.33 5.7 7.34

FIGURE 7 21

 Maharashtra is having largest Broadband (>=256 Kbps) subscriber base in the country. Tamil Nadu is at second place in broadband subscriber base. At the end of Sep-12, in all the top 10 states, the number of broadband subscribers is more than the number of narrowband subscribers.

BROADBAND PLANS

There are different plans offered by ISPs for the consumers. Even Within an ISP there are different options depending on the speed, the downloading limit etc. We will consider the plans of AIRTEL , MTNL , R COM , BSNL , HATHAWAY and have a brief comparison at the end.

AIRTEL

SPEED

LIMIT

VALIDITY

CHARGES

POST-LIMIT

22

2 MBPS

3 GB

1 MONTH

699

256 KBPS

2 MBPS

6 GB

1 MONTH

899

256 KBPS

2 MBPS

9 GB

1 MONTH

999

256 KBPS

2 MBPS

15 GB

1 MONTH

1299

256 KBPS

2 MBPS

30 GB

1 MONTH

1399

256 KBPS

2 MBPS

80 GB

1 MONTH

1699

256 KBPS

4 MBPS

15 GB

1 MONTH

1199

256 KBPS

4 MBPS

30 GB

1 MONTH

1499

256 KBPS

4 MBPS

80 GB

1 MONTH

1899

256 KBPS

TABLE 3

MTNL

SPEED
512 KBPS 1 MBPS 2MBPS

LIMIT
UNLIMITED UNLIMITED UNLIMITED

VALIDITY
1 MONTH 1 MONTH 1 MONTH

CHARGES
599 999 1899

POSTLIMIT
NA NA NA

23

4 MBPS 10 20 MBPS 2 MBPS 2 MBPS

UNLIMITED 50 GB 35 GB 4/10/20 GB

1 MONTH 1 MONTH 1 MONTH 1 MONTH

3499 4999 1295 645/795/995

NA Re 0.10 / MB 512 KBPS 512 KBPS

RCOM

SPEED

LIMIT

VALIDITY

CHARGES

POSTLIMIT
NA

1 MBPS 2 MBPS 4 MBPS 4 MBPS 12 MBPS

UNLIMMITED UNLIMITED UNLIMITED 20/50 GB 25 GB

1 MONTH 1 MONTH 1 MONTH 1 MONTH 1 MONTH

549 699 1099 899/999 999

TABLE 4
NA NA 1 MBPS 1 MBPS

BSNL

TABLE 5

SPEED
512 KBPS

LIMIT
4 GB

VALIDITY
1 MONTH

CHARGES
525

POSTLIMIT
256 KBPS

24

1 MBPS

6 GB

1 MONTH

800

512 KBPS

1 MBPS

100 GB

1 MONTH

2250

256 KBPS

2 MBPS

8 GB

1 MONTH

900

512 KBPS

2 MBPS

40 GB

1 MONTH

1800

256 KBPS

2 MBPS

150 GB

1 MONTH

3500

512 KBPS

4 MBPS

8 GB

1 MONTH

950

512 KBPS

4 MBPS

20 GB

1 MONTH

1425

512 KBPS

4 MBPS

200 GB

1 MONTH

6300

1 MBPS

TABLE 6

HATHWAY

SPEED 1 Mbps

LIMIT 8 GB

VALIDITY 4 Months

CHARGES 1500

POST-LIMIT 256 KBPS

25

1 Mbps 1 Mbps 1 Mbps 1 Mbps 2 Mbps 2 Mbps 2 Mbps 2 Mbps 2 Mbps 2 Mbps 2 Mbps 2 Mbps 5 Mbps 5 Mbps 5 Mbps

18 GB 5 GB 13 GB 13 GB 200 MB 16 GB 7 GB 7 GB 11 GB PER MONTH 19 GB PER MONTH 11 GB PER MONTH 19 GB PER MONTH 8 GB 13 GB 25 GB

12 Months 1 Month 3 Months 1 Month 1 Month 4 Month 1 Month 3 Months 3 Months 3 Months 6 Months 6 Months 1 Month 1 Month 1 Month

3950 574 1875 650 149 1800 674 2022 2025 2325 3650 4400 674 974 1274

TABLE 7

COMPARISION

The following is the comparison of 2MBPS plans offered by the above internet service providers. The monthly charges and the download limit in a plan of 2 MBPS speed are different for ISPs.

26

12 10 8 6 4 2 0 0 200 400 600 800 1000 1200 MTNL AIRTEL

G B

BSNL HATHWAY

FIGURE 8 RENT

Airtel is charged at a premium rate as it is known for the quality of service which the other competitors are unable to deliver.

VALUE ADDED SERVICES

In broadband industry, VAS (Value Added Service) is a non core service or all those services beyond the normal internet service provided by the ISPs. It can be used in any service industry, for services available at little or no cost to promote their primary business. In the telecommunication industry, on a conceptual level, value-added 27

services add value to the standard service offering, spurring the subscriber to use their phone more and allowing the operator to drive up their average revenue per unit. We will discuss about the various VAS provided by the top ISPs talking about Airtel in detail and compare ISPs in terms of who has the maximum offerings with a detailed discussion on the common VAS offered. There will also be a glance of the VAS offered by the Global operators and a brief comparison of the VAS provided by India and that of the word / outside India.

28

AIRTEL

Watch live TV Entertai Airtel movies nment Music store Class on the web Educati Airtel learn next Airtel wizkid on Multiplayer Games for kids Games Free gaming

Services

Speed on demand PC Secure Airtel photos India Cities World Live darshans Recorded Videos

News

Devotional

29

MTNL

IP TV

PC PROTECTION VIDEO TELEPHONY

BSNL

30

GAMES ON DEMAND

HUNGAMA PORTAL

LIVE TUTOR
R COM

VIDEO & VOICE

31

ASTRO CORNER

GIFTS STUDIO

GAMES LEARNING

SECURITY SMSonNET

KARAOKE

YOU BROADBAND

32

YOU PLAY

YOU CALL

YOU FONE

YOU LEARN

COMPARISON

33

AIRTEL GAMES PC SECURITY NEWS EDUCATION MUSIC MOVIES ASTROLOGY IP TV

BSNL

MTNL

R COM

TABLE 8

Airtel offers the maximum no. of VAS. Iptv is also offered by airtel but as a separate segment and not under VAS.

34

COMMON VAS OFFERED

GAMES

Games Offered by BSNL & AIRTEL: EA GAMES ARCADE SPORTS RACING PUZZLES ACTION And many more. . . These games are available both in Single player and Multiplayer.

TARIFF

BSNL
Premium Package - Rs 200/Month , 280+ games Casual Package - Rs 100/Month , 130+ games

AIRTEL Rs199/ Month , 300+ games Rs10/ Week , 30 Games Rs15/ Month ,30 Games (Only 8pm - 8am)

35

PC SECURITY

Following services are provided by MTNL , AIRTEL & R COM to keep your PC away from the darker side of the internet: Antivirus Anti spyware Firewall Parental Control Spam Control

However their prices vary from one to another

TARIFF

AIRTEL Basic packAdv packRs85 (Antivirus Anti- Spyware) Rs100 ( Basic+ Firewall)

Premium pack- Rs125 (All services)

MTNL Pc ProtectionRs 60 (Antivirus+ Antispyware+ Firewall)

Pc Protection Plus- Rs99 (All Services)

R COM 36

RS 70 per month (All services)

EDUCATION

SERVICES PROVIDED ARE AS FOLLOWS:

AIRTEL: Class on the web Airtel learn next Airtel wiz kid( Strategical games Chess , Sudoku etc)

BSNL: Live Tutor Basic Package / Premium Package of 10 sessions

Premium packages will have teachers selected from the tutor pool who have more experience and better knowledge in teaching

R COM: Audio Visual Learning Material; Maths or Science - Class 4th to Class 12th

Their tariffs may vary according to the course/class opted by the customer

TARIFF

AIRTEL

37

6-10thStd Maths and science

Rs99/Month

Exam Prep Package 10th & 12th Rs499 per class per month

BSNL Primary- Basic: Rs 60 ; Premium: Rs110 Secondary- Basic: Rs 90 ; Premium: Rs130 Higher sec- Basic: Rs 110 ; Premium: Rs160

R COM Monthly charges of Rs 40 to quarterly packages of Rs 250 .

MUSIC

AIRTEL Over 2 lacks songs and many music videos From Retro to Rap Music Monthly charges Rs 25-149

BSNL 60000+ audio songs 1500+ music videos All categories Monthly Charges of Rs 149

38

R COM Provides karaoke Record and upload your own music Monthly charges Rs 30 - 125

CHAPTER 3 REVIEW OF LITREATURE

39

40

Bharti Airtel raises 51 pc stakes in Qualcomm broadband venture.

SME Times News Bureau | 04 Jul, 2013
Telecom service provider Bharti Airtel has raised its stake to 51 percent in the Indian broadband venture of Qualcomm, the company said in a statement in New Delhi Thursday.

It has subscribed to an additional 2 percent equity share capital in all the four India BWA (broadband wireless access) entities of Qualcomm. With this, all four entities are now subsidiaries of Bharti Airtel. On May 24, 2012 Bharti Airtel and Qualcomm had announced an agreement under which Bharti Airtel had acquired 49 percent interest in Qualcom's India entities that hold BWA licences in Delhi and Mumbai, as well as in Haryana and Kerala. Bharti Airtel is a leading global telecommunications service provider with operations in 20 countries across Asia and Africa.

India Has 15.09M Broadband Connections; 724.48M Active Mobile Base

By MediaNama on Jul 4th, 2013. Indias broadband connection base increased by 0.29% to 15.09 million at the end of April 2013, from 15.05 million at the end of March, according to the Indian Telecom regulator TRAI. Its worth noting that Indias target for 2010 was 20 million broadband subscribers, and we optimistically hope that it will be reached before 2015.

41

Airtels 4G at 3G price: Beginning of yet another telecom price war?

By FP Staff Jun 24, 2013 One more price war is brewing in the Indian telecom sector with companies such as Bharti Airtel, Vodafone and Idea Cellular aggressively cutting data prices. CNBC-TV18 reports that Bharti Airtel has cut 4G data charges in four circles which included Kolkata, Pune, Bangalore and Chandigarh. The 4G price cut comes barely a week after it cut 2G data charges by nearly 90 percent to shore up data usage and spur revenue streams. Vodafone also reduced its 2G data charges by 80 percent in three circles. A top Bharti executive told ET, Airtel will offer 4G speeds at 3G price-points to make fourth generation wireless broadband services more affordable and stiffen the challenge for new competition. The biggest future challenger of Bharti Airtels 4G broadband is Reliance Jio broadband 4G services which is expected to roll out next year. Bharti Airtels move to reduce 4G data rates may fuel industry worries of a price war in a still-crowded telecoms sector that has recently started seeing stability after years of cut-throat competition and regulatory uncertainty. More so, because Ambanis 4G mantra is also affordability. Broadband and digital services will no longer be a luxury item a scarce commodity to be rationed amongst the privileged few, Ambani, the worlds 22nd richest person according to Forbes magazine, told shareholders earlier this month.

42

CHAPTER 4 PROJECT OBJECTIVE AND METHEDOLOGY

43

PROJECT OBJECTIVE

The main attempt behind this project is Satisfaction of VAS users Quality of awareness among users Barriers for non users

The main focus of this project is to get familiar with the reasons behind the dissatisfaction of customers (those subscribed for Broadband VAS) and to understand the barriers for Non Users in using the value added services offered.

PROJECT METHEDOLOGY

Tele-Calling Target Customers: Individuals using Home Broadband (B2C)

Sample Size:

VAS USERS 92 0 TOTAL 92

VAS NON-USERS 50 33 83

CIRCLE DELHI CHANDIGARH

(Database is provided by company)

TABLE 9

44

CHAPTER 5 DATA COLLECTION/ANALYSIS

45

SITES USED MOST OFTEN BY THE RESPONDENTS:

USERS SEARCH ENGINES

2%

33%

42%

SOCIAL NETWORKING SITES E MAIL SITES

23%

DOWNLOAD SITES

BASE: 87 NON USERS

FIGURE 9

46

2%
SEARCH ENGINES

28% 52% 18%

SOCIAL NETWORKING SITES E MAIL SITES DOWNLOAD SITES

BASE: 83

FIGURE 10

OVERALL STATISFACTION OF THE RESPONDENTS USING AIRTEL:

SATISFACTION LEVEL OF USERS 20% SATISFIED DISSATISFIED 80%

FIGURE 11 47

BASE: 87

SATISFACTION LEVEL OF NON USERS

40% 60%

SATISFIED DISSATISFIED

BASE: 83

FIGURE 12

AWARENESS OF THE VALUE ADDED SERVICES PROVIDED BY AIRTEL:

48

USERS

31% AWARE UNAWARE 69%

BASE: 87

FIGURE 13

NON USERS

43% 57%

AWARE UNAWARE

BASE: 83

FIGURE 14

PC SECURE
49

USING

13
EVER USED

76%

17
AWARE

38%

45
Only 38% of the aware customers have used PC Secure & 76% of them are still using .

GAMES ON DEMAND

USING

11 EVER USED 15

74%

39%

AWARE 39

50

Only 39% of the aware customers have used Games On Demand & 74% of them are still using. MUSIC STORE

USING

1 EVER USED 1 AWARE 29

100 %

3.5%

Only 3.5 % of the aware customers have used Music Store & 100% of them are still using.

AIRTEL MOVIES

51

USING

0 EVER USED 2 AWARE 21

0%

9.5 %

Only 9.5% of the aware customers have used Airtel movies & none of them are still using.

VAS USERS

52

RECOMMENDATION TO OTHERS

20

BASE: 60

(33%)

20
FUTURE USE 31 (36 %)
BASE: 87

BASE: 25

SATISFIED 19 (76%)

53

AWARENESS OF VAS AMONG THE NON USERS:

40 35 30 25 20 15 10 5 0

36

31

25

24 Number of aware customers

FIGURE 15

54

CONSIDERATION FOR FUTURE USE AMONG THE NON USERS :

19%

81%

MAY CONSIDER NOT AT ALL

BASE: 83

FIGURE 16

REASONS FOR NOT CONSIDERING IN FUTURE :

REASONS

COUNT

No need for these services 20 No time for these services Already having these 14 24

55

services No comments 09
TABLE 10

CHAPTER 6 FINDINGS

56

FINDINGS
As per my research on Value added services for Broadband customers these are the following key findings.

S NO. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

FINDINGS
Search engines are used most often , followed by e Mail and social networking sites (Users n Non Users) n Non Users) 31% of users are unaware of VAS Only 26% of the aware users have ever used these services 71% of the aware users have continued to use them 43% of Non Users are unaware of VAS 25% of Non users didnt find any need for VAS Less unlimited plans Obsolete anti Virus Free sources available on net for movies, music like torrents. Etc Most customers are aware of Pc secure

SATISFACTION LEVEL SATISFIED

AWARE

UNAWARE

USERS (TOTAL)

AWARE

UNAWARE

NON USERS (TOTAL)

51 9

19 8

70 17

34 13

16 20

50 33

DISSATISFIED

57

TOTAL

60

27

87

47

36

83
TABLE 11

Apart from the findings the above table helps us to get the following key points: o o o o 85% of the satisfied users are aware. 73% of the aware Users are satisfied. 68% of the satisfied Non users are aware. 72% of the aware Non users are satisfied.

Airtel has a win-win situation i.e. If the customers (Users or Non- Users) are aware of VAS then majority would be satisfied with Airtel and if the customers are satisfied of Airtel then most of them would be aware of VAS.

58

CHAPTER 7 RECOMMENDATIONS

59

RECOMMENDATIONS

The above findings from the data analysis lead to the following recommendations .Each recommendation is given keeping in mind the finding in order to help Airtel to cover its loopholes.

S No. 1.

FINDINGS

RECOMMENDATION

31% of users are unaware of VAS Only 26% of the aware users have ever used these services 43% of Non Users are unaware of VAS

Aware the users regarding the VAS subscribed to them Regular reminders should be sent Innovative Advertisements and Promotional techniques should be adopted. Provide trial versions to them , a need may arise Introduce More unlimited plans Update the existing ones Lower the price and increase the offerings Take it to the next level by launching - Home and Office Security i.e. Live view of home and office through net

2.

3.

4.

25% of Non users didnt find any need for VAS Less unlimited plans

5.

6. Obsolete anti Virus Free sources available on net for movies, music like torrents. Etc Most customers are aware of Pc secure

7.

8.

60

CHAPTER 8 REFERENCES

61

http://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%2 0-%20Sep_2012.pdf http://www.airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home http://www.kpmg.com/IN/en/IssuesAndInsights/ThoughtLeadership/BroadbandSummit-12.pdf http://www.rcom.co.in/Rcom/personal/internet/ValueAddedServ.html http://mtnlmumbai.in/index.php/broadband/broadband-vas http://www.bsnlteleservices.com/2012/10/bsnl-offers-value-added-services.html http://www.hathway.com/hathway-broadband/home-broadband.php http://www.youbroadband.in/yourspace/yourspace.php

62

63

QUESTIONNAIRE (USERS) Q1. Are you currently using internet connection at your home through desktop, wireline or wifi connection? Q2. Which company are you using for accessing internet? Q3. Which site is used most oftenly? Q4. Are you satisfied with the current internet service provider? Q5. Internet service provider also offers additional services. Are you aware of any? Q6. Internet Service Providers also provide additional services like . Are you aware of these services?
PC SECURE GOD MOVIES MUSIC

Q7. Have you ever used these services? Q8. Which service are you currently using? Q9. What is your overall satisfaction with the services subscribed?
HIGHLY DISSATISFIED SOMEWHAT DISSATISFIED NEITHER SAT NOR DISSAT SOMEWHAT SATISFIED HIGHLY SATISFIED

64

Q10. Will you recommend these services to others?

NOT AT ALL NOT VERY LIKELY SOMEWHAT LIKELY VERY LIKELY EXTREMELY LIKELY

Q11. What are your expectations / any recommendation or suggestion regarding the VAS/AIRTEL?

QUESTIONNAIRE ( NON-USERS) Q1. Are you currently using internet connection at your home through desktop, wireline or wifi connection? Q2. Which company are you using for accessing internet? Q3. Which site is used most oftenly? Q4. Are you satisfied with the current internet service provider? Q5. Internet service provider also offers additional services. Are you aware of any? Q6. Internet Service Providers also provide additional services like . Are you aware of these services?
PC SECURE GOD MOVIES MUSIC

Q7. Will you consider them for future use?

NOT AT ALL NOT VERY LIKELY SOMEWHAT LIKELY VERY LIKELY EXTREMELY LIKELY

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Q8. If not considering then why not? Q9. Any Expectation from service provider that would enable usage of these additional service ?

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