CONSUMER BEHAVIOROF POST-PAID SEGMENT FOR SME IN AIRCEL LTD.

NEW DELHI
A Summer Training Project Report Submitted in partial fulfillment of the requirements for the award of the degree of Bachelor of Business Administration (T&TM programme of !uru !obind Singh "ndraprastha #ni$ersit%& 'elhi(

Submitted To) *AR#+ BATRA !uide +ame

Submitted b%) R,-"T TA+',+ Student +ame Roll +o)

.amal "nstitute of -igher /ducation And Ad$anced Technolog% K-1 Extension, Mohan Garden, New Delhi 110059 Batch (2011-201 !
1

'/01ARAT",+
" here#$ declare that the %inor &ro'ect re&ort, entitled ( 0,+S#M/R B/-A*",R,2 P,ST3 PA"' S/!M/+T 2,R SM/ "+ A"R0/1 1T'( +/4 '/1-"5, is #ased on %$ ori)inal st*d$ and has not #een s*#%itted earlier +or award o+ an$ de)ree or di&lo%a to an$ instit*te or *ni,ersit$.he wor/ o+ other a*thor(s!, where,er *sed, has #een ac/nowled)ed at a&&ro&riate &lace(s!-

0lace1 New Delhi Date1

0andidate6s signature Na%e1 2ohit .andon Enroll- No-1 0341512205

6o*ntersi)ned Na%e 1 Mr( *arun Batra 7*&er,isor Ka%al "nstit*te o+ 8i)her Ed*cation 9nd .echnolo)$ Na%e 1 Prof(('r( 7(P( *arshne% Director Ka%al "nstit*te o+ 8i)her Ed*cation 9nd .echnolo)$

7:MME2 .29"N"NG 02;<E6. 2E0;2.

ON

CONSUMER BEHAVOIR OF POST-PAID SEGMENT FOR SME IN AIRCEL LTD., NEW DELHI.

A0.+,41/!/M/+T
9 tas/ *nderta/en witho*t o++erin) &ra$ers to al%i)ht$ and tal/in) #lessin)s +ro% the elders is not a )ood #e)innin)- >i/ewise the wor/ co%&leted witho*t ac/nowled)in) the assistance to those who were alwa$s #$ %$ sides to %a/e %$ e++orts +r*it+*l in the tas/ le+t inco%&lete"n the #e)innin), " wo*ld li/e to ex&ress %$ sincere than/s to %$ "nstit*te teachers +or )i,in) %e an o&&ort*nit$ to ta/e the &ractical ex&erience o+ wor/in) li+e-

" con,e$ %$ sincere than/s to Mr( Ashwini T%agi& Territor% Sales Manager of A"R0/1 1T'(& +/4 '/1-" +or &ro,idin) %e the &ro&er )*idance +or &ro,idin) %e the o&&ort*nit$ to carr$ o*t %$ s*%%er trainin) &ro'ect e++ecti,el$ and e++icientl$- " wo*ld also li/e to &a$ than/s to all %$ class%ates and +riends and %$ +a%il$ %e%#ers +or co-o&eratin) with %e and hel&in) %e to co%&lete the &ro'ect-

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Telecom "ndustr% in "ndia

.he teleco% ind*str$ is one o+ the +astest )rowin) ind*stries in "ndia- "ndia has nearl$ 200 %illion tele&hone lines %a/in) it the third lar)est networ/ in the world a+ter 6hina and :79- Aith a )rowth rate o+ 5B, "ndian teleco% ind*str$ has the hi)hest )rowth rate in the world 4

- M*ch o+ the )rowth in 9sia 0aci+ic Aireless .eleco%%*nication Mar/et is s&*rred #$ the )rowth in de%and in co*ntries li/e "ndia and 6hina- "ndiaCs %o#ile &hone s*#scri#er #ase is )rowin) at a rate o+ 52-2B- 6hina is the #i))est %ar/et in 9sia 0aci+ic with a s*#scri#er #ase o+ 5B o+ the total s*#scri#ers in 9sia 0aci+ic- 6o%&ared to that "ndia Ds share in 9sia 0aci+ic Mo#ile 0hone %ar/et is 3- B- 6onsiderin) the +act that "ndia and 6hina ha,e al%ost co%&ara#le &o&*lations, "ndiaDs low %o#ile &enetration o++ers h*)e sco&e +or )rowth-

-istor% of "ndian Telecommunications

7tarted in 1551 when the +irst o&erational land lines were laid #$ the )o,ern%ent near 6alc*tta (seat o+ British &ower!- .ele&hone ser,ices were introd*ced in "ndia in 1551- "n 155= tele&hone ser,ices were %er)ed with the &ostal s$ste%- "ndian 2adio .ele)ra&h 6o%&an$ ("2.! was +or%ed in 192=- 9+ter inde&endence in 19 4, all the +orei)n teleco%%*nication co%&anies were nationaliEed to +or% the 0osts, .ele&hone and .ele)ra&h (0..!, a %ono&ol$ r*n #$ the )o,ern%entFs Ministr$ o+ 6o%%*nications- .eleco% sector was considered as a strate)ic ser,ice and the )o,ern%ent considered it #est to #rin) *nder stateFs control- .he +irst wind o+ re+or%s in teleco%%*nications sector #e)an to +low in 1950s when the &ri,ate
5

sector was allowed in teleco%%*nications eG*i&%ent %an*+act*rin)- "n 1955, De&art%ent o+ .eleco%%*nications (D;.! was esta#lished- "t was an excl*si,e &ro,ider o+ do%estic and lon)-distance ser,ice that wo*ld #e its own re)*lator (se&arate +ro% the &ostal s$ste%!- "n 1953, two wholl$ )o,ern%ent-owned co%&anies were created1 the Hidesh 7anchar Ni)a% >i%ited (H7N>! +or international teleco%%*nications and Mahana)ar .ele&hone Ni)a% >i%ited (M.N>! +or ser,ice in %etro&olitan areas-

"n 1990s, teleco%%*nications sector #ene+ited +ro% the )eneral o&enin) *& o+ the econo%$- 9lso, exa%&les o+ teleco% re,ol*tion in %an$ other co*ntries, which res*lted in #etter G*alit$ o+ ser,ice and lower tari++s, led "ndian &olic$ %a/ers to initiate a chan)e &rocess +inall$ res*ltin) in o&enin) *& o+ teleco% ser,ices sector +or the &ri,ate sector- National .eleco% 0olic$ (N.0! 199 was the +irst atte%&t to )i,e a co%&rehensi,e road%a& +or the "ndian teleco%%*nications sector- "n 1994, .eleco% 2e)*lator$ 9*thorit$ o+ "ndia (.29"! was created- .29" was +or%ed to act as a re)*lator to +acilitate the )rowth o+ the teleco% sector- New National .eleco% 0olic$ was ado&ted in 1999 and cell*lar ser,ices were also la*nched in the sa%e $ear-

.eleco%%*nication sector in "ndia can #e di,ided into two se)%ents1 ?ixed 7er,ice 0ro,ider (?70s!, and 6ell*lar 7er,ices- ?ixed line ser,ices consist o+ #asic ser,ices, national or do%estic lon) distance and international lon) distance 7er,ices- .he state o&erators (B7N> and M.N>!, acco*nt +or al%ost 90 &er cent o+ re,en*es +ro% #asic ser,ices- 0ri,ate sector ser,ices are &resentl$ a,aila#le in selecti,e *r#an areas, and collecti,el$ acco*nt +or less than 5 &er cent o+ s*#scri&tions- 8owe,er, &ri,ate ser,ices +oc*s on the #*sinessIcor&orate sector, and o++er relia#le, hi)h- end ser,ices, s*ch as leased lines, "7DN, closed *ser )ro*& and ,ideocon+erencin)-

6ell*lar ser,ices can #e +*rther di,ided into two cate)ories1 Glo#al 7$ste% +or Mo#ile 6o%%*nications (G7M! and 6ode Di,ision M*lti&le 9ccess (6DM9!.he G7M sector is do%inated #$ 9irtel, Hod+one-8*tch, and "dea 6ell*lar, while the 6DM9 sector is do%inated #$ 2eliance and .ata "ndico%- ;&enin) *& o+ international and do%estic lon) distance tele&hon$ ser,ices are the %a'or )rowth dri,ers +or cell*lar ind*str$- 6ell*lar o&erators )et s*#stantial re,en*e +ro% these ser,ices, and co%&ensate the% +or red*ction in tari++s on airti%e, which alon) with rental was the %ain so*rce o+ re,en*e- .he red*ction in tari++s +or airti%e, national
10

lon) distance, international lon) distance, and handset &rices has dri,en de%and-

0lassification of Telecommunication ser$ices

?( Basic ser,ices @( 6ell*lar ser,ices 9( "nternet 7er,ice 0ro,ider ("70!

0ellular Ser$ice

,$er$iew
1. 2.

.here are +i,e &ri,ate ser,ice o&erators in each area, and an inc*%#ent state o&erator- 9l%ost 50B o+ the cell*lar s*#scri#er #ase #elon)s to the &re-&aid se)%ent-

3.

.he Do. has allowed cell*lar co%&anies to #*$ ri,als within the sa%e o&eratin) circle &ro,ided their co%#ined %ar/et share did not exceed 34 &er cent- 0re,io*sl$, the$ were onl$ allowed to #*$ co%&anies o*tside their circle-

!rowth 'ri$ers

11

;&enin) *& o+ international and do%estic lon) distance tele&hon$ ser,ices are )rowth dri,ers in the ind*str$- 6ell*lar o&erators now )et s*#stantial re,en*e +ro% these ser,ices, and co%&ensate the% +or red*ction in tari++s on air ti%e, which alon) with rental was the %ain so*rce o+ re,en*e- .he red*ction in tari++s +or airti%e, national lon) distance, international lon) distance, and handset &rices has dri,en de%and-

The .e% pla%ers in the Telecom MarAet in "ndia 0ellular Ser$ice pro$ider)
?( Airtel @( Aircel 9( *odafone <( "dea 8( Reliance B( Tata indicom =( MT+1 :( *irgin 4-AT "S '"22/R/+0/ B/T4//+ A"R0/1 +/T4,R. A+' ,T-/R !SM +/T4,R.C

12

"n the Delhi circle onl$ two ser,ice &ro,ider co%&anies ha,e 1500 M8E #and and the$ are doin) with this %ore #ene+icial ser,ices- 9nd his na%e 9ircel >td- 9nd "dea 6ell*lar9nd other G7M ser,ices &ro,iders are *sin) 500 M8E #and, 7o there are %an$ di++erences #etween 9ircel to other G7M ser,ices &ro,iders A89. "7 D"??E2EN6E BE.AEEN 500 M8E 9ND 1500 M8E B9NDJ

"n the 500 M8E #and the wa,e co,er a lon) distance in the circle #*t that cannot &ro,ide clear ,oice and +*ll networ/ +or the o&erator-

1=

"n the 1500 M8E Band the wa,e co,er a short distance #*t that can &er+or% )ood ser,ices as a clear ,oice and +*ll networ/ co,era)e etc.here are %an$ di++erences #etween aircel and other networ/ o&erators Ae are )ettin) clear ,oice when we )o where,er Ae will *se &oc/et internet with +ast s&eed Ae will #e alwa$s connect with the networ/-

Now a da$ %an$ co%&an$ wants to red*ce in+rastr*ct*re ex&enses, so the$ want to stand networ/ co,era)e towers with the alread$ stand other o&erators ser,ices co%&anies with the contract*al #asis9nd the$ also do not want to stand the towers on the Gro*nd the$ wants to stand the networ/ tower on the to& o+ the ho*ses, to red*ce the in+rastr*ct*re ex&enses-

4-AT "S S"MC

S"M (7*#scri#er "denti+ication Mod*le! B$ the ser,ice o&erator &ro,ide a identi+ication n*%#er and loc/ed #$ the o&erator- .he sa%e identi+ication n*%#er do not &ro,ide #$ the an$ o&erator in the worldSo we can sa% that the identification number is the identit% of Person(

15

0,MPA+D PR,2"1/

AB,#T T-/ A"R0/1

T%pe 2ounded -eadquarters .e% people "ndustr% Products

0ri,ate 1999 6hennai, "ndia G*rdee& 7in)h, 6E; .eleco% Mo#ile .eleco%%*nication o&erator
13

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htt&1IIwww-aircel-co%

9ircel is a 'oint ,ent*re #etween Maxis 6o%%*nications Behead o+ Mala$sia and 9&ollo 8os&ital Enter&rise >td o+ "ndia- "t is "ndiaDs se,enth

lar)est G7M %o#ile ser,ice &ro,ider with a s*#scri#er #ase o+ o,er 20 %illion- "t has a %ar/et share o+ 3-=B a%on) the G7M o&erators in the 9ircel is a %o#ile &hone ser,ice &ro,ider in "ndia- "t o++ers #oth &re&aid and &ost &aid G7M cell*lar &hone co,era)e thro*)ho*t Kerala, .a%il Nad* (incl*din) 6hennai!, 9ndhra 0radesh, ;rissa, Aest Ben)al (incl*din) Kol/ata!, <a%%* and Kash%ir, Bihar, 8i%achal 0radesh, M*%#ai K Delhi-

co*ntr$- 97 on date, 9ircel is &resent in 14 teleco% circles and with license sec*red +or the re%ainin) 3 o+ the 2= teleco% circle .he 9ircel &lans to #eco%e a &an-"ndia o&erator #$ 2009- 9dditionall$, 9ircel has also o#tained &er%ission +ro% De&art%ent o+

.eleco%%*nications to &ro,ide "nternational >on) Distance (">D! and National >on) Distance (N>D! tele&hon$ ser,ices- "t is also a cate)or$ 9 "70-

14

 Aircel has won many awards and recognitions. Voice and Data gave Aircel

the highest rating for overall customer satisfaction and network quality in 2006. Aircel emerged as the top mid-si e utility company in !usiness world"s #$ist of !est %id-&i e 'ompanies" in 200(. Additionally) *ele.net recogni ed Aircel as the +est regional operator in 2006

,R!A+"EAT",+A1 STR#0T#R/ .he or)aniEation str*ct*re o+ 9ircel teleco% o+ Delhi re)ion 9N"> G:0.9

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19

'SA) Direct sales 9)encies- Means the Monal centre &ro,ide +ranchisee to sell the &ost &aid connection.he Eonal centre ta/es 50,000 2s- 9s a sec*rit$ de&osit and a &erson who is ta/in) a)encies +or the D79 .he$ ha,e sho*ld #e %ini%*% o+ 1$ears o+ wor/ ex&eriences in this area-

T/1/ 0A11/R) "n the ;r)aniEation a lot o+ tele caller are who search the contact n*%#er and call the c*sto%er and +ace the &lan o+ aircel and the c*sto%er who will #e interested to send the +ield exec*ti,e +or ta/e the doc*%ents and other +or%alities-

2,S) .his t$&e o+ sales t$&es o+ sales exec*ti,e who )o in the %ar/et and direct contact with the &eo&le and ex&lain a#o*t the &lan as his *sa)es and sale the &ost &aid &lan-

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20

9n$ ser,ice &ro,ider co%&anies &ro,ide two t$&es o+ +acilit$ +or the *sa)es 1- 02E-09"D 2- 0;7.-09"D PR/3PA"') 02E-09"D De+ine as a &re &aid and then *se- "n this t$&e c*sto%er &*rchases the rechar)e c*&ons and other ,al*e added ser,ices card +ro% retail sho&s and then that can *se-"n the 02E-09"D i+ we ha,e no s*++icient #alance then we cannot %a/e a callP,ST3PA"') 0;7.-09"D De+ine as a &ost %eans +irst *se and then &aid- "n this t$&e o+ +acilit$ we can %a/e a call *nli%ited till the credit li%it.here are %an$ t$&es o+ +acilit$ who di,ert %$ o&inion to *se the 0ost-&aid ?acilit$-

9ircel introd*ces Dialer .*nesN Get rid o+ #orin) .rin) .rin) and %a/e $o*r callers listen to latest t*nes- Dial 8B8>>, 2e)istration 2s-=0I%onth, call 2s-3I%in K 2s-15Ison)-- 7on) ,alidit$ is +or a &eriod o+ 90 da$s-

21

4hat is a 'ialer Tune Ser$iceC Dialer .*ne is a s&ecial +eat*re thro*)h which the callin) &art$ can hear a son) or %*sic instead o+ the de+a*lt Otrin) trin)O tone-ow to acti$ate 'ialer Tune ser$iceC "n order to )et the Dialer .*ne ser,ice acti,ated the s*#scri#er has to re)ister #$ callin) 8B8>> and +ollow the instr*ctions &la$ed #$ "H2- ;nce the *ser has re)istered +or Dialer .*ne ser,ice the callin) &art$ will hear the son) instead o+ the de+a*lt rin)in) tone (O.rin) .rin)O!- 7*#scri#er will #e con+ir%ed with an 7M7 %essa)e o+ ser,ice acti,ation4ill the subscriber be charged for the ser$iceC Les, there will #e a s*#scri&tion char)e and a char)e +or e,er$ son) downloaded-ow to dedicate a special song to a particular user or change a songC

.o chan)e the selected son) or to dedicate a s&ecial son) to another *ser the s*#scri#er has to call 8B8>> and +ollow the instr*ctions which will &la$ #$ "H2, Ahile selectin) the son) it will &la$, whether to dedicate to all or a &artic*lar n*%#er- .hro*)h this the s*#scri#er can dedicate a s&eci+ic son) +or a s&eci+ic s*#scri#er 22

Ahene,er this s*#scri#er calls, he or she will )et to hear the s&ecial son) dedicated to the callin) n*%#er- 7elect a new son) and either assi)n the son) +or all the callers or to &artic*lar caller so that the &re,io*s son) will #e re&laced with the newl$ selected son)- 7*#scri#er will #e con+ir%ed with an 7M7 %essa)e o+ son) chan)e4hat is 'ialer Tune AlbumC 7on)s are )ro*&ed *nder s&ecial )ro*&s called al#*%s- ;ne can select an al#*% as their Dialer .*ne +ro% the a,aila#le list o+ al#*%s- 7on)s will #e &la$ed rando%l$ to the caller +ro% the selected al#*%- .o chan)e or to dere)ister the al#*%, call the "H2 at 8B8>> and +ollow the instr*ctions-ow to unregister the 'ialer Tune ser$iceC

.he *ser can dere)ister +ro% the Dialer .*ne ser,ice #$ callin) the short code 8B8>> and +ollow the instr*ctions &la$ed #$ "H2- 7elect the acco*nt details or &ro+ile %ana)e%ent and can do dere)istration o+ a sin)le n*%#er or all;nce the s*#scri#er is *nre)istered the callin) &art$ will not hear the son) an$%ore and onl$ the de+a*lt Otrin) trin)O will #e &la$ed- .he :ser can also *ns*#scri#e +ro% this ser,ice, #$ callin) 9ircel 6*sto%er care at 9413012= 5 or 121 +ro% local 9ircel n*%#er 2=

-ow to deacti$ate the special song dedicated to another userC .he *ser can re%o,e the son) dedicated +or a &artic*lar s*#scri#er #$ callin) 8B8>> at 2s-3IMin and +ollow the instr*ctions &la$ed #$ "H2- 7elect the acco*nt details or &ro+ile %ana)e%ent and can do dere)istration o+ a sin)le n*%#er- 9+ter re%o,in) the dedicated son) the &artic*lar s*#scri#er will hear the de+a*lt son) selected +or all-

Now listen to %*sic o+ $o*r choice +ro% the list o+ hit n*%#ers witho*t an$ interr*&tion with 9ircelDs new OMusic on 0allONo #rea/s, no *nnecessar$ chatter, '*st )ood M*sic- 7o sta$ t*ned #$ '*st s*#scri#in) to the ser,ice 2

.o s*#scri#e to M*sic on call, dial 5 =21=(.oll-?ree! and re)ister- 7*#scri#ers wo*ld #e )*ided thro*)h the &rocess o+ acti,ation #$ "H2?ollowin) are the .ari++ details o+ the Monthl$ char)es and the .o&-*& &ac/s Starter F Renewal PacA (Rs( =0 20 10 2ree Mins =0 Mins 20 Mins 10 Mins *alidit% =0 da$s 20 da$s 10 da$s

Top #p 20 10

2ree Mins 20 Mins 10 Mins

*alidit% Nil Nil

7*#scri#ers wo*ld #e renewed with 2s-=0 renewal &ac/ #$ de+a*lt- "n case o+ ins*++icient #alance the s*#scri#ers wo*ld #e renewed with either 2s-20 or 2s-10 renewal &ac/

.o&-*& &ac/s can #e s*#scri#ed #$ dialin) 5 =21=- .o&-*& will not ha,e an$ ,alidl$ &eriod- 7*#scri#er can carr$ +orward the re%ainin) *n*sed %in*tes o+ .o& *& &ac/s to the next %onth onl$ a+ter renewal

;nce a c*sto%er has s*ccess+*ll$ s*#scri#ed to the ser,ice, heIshe will recei,e a +ollowin) con+ir%ation 7M7, ODear 6*sto%er M*sic on 6all

25

ser,ice has #een s*ccess+*ll$ acti,ated- Now $o* can dial 5 =21= and listen to ?*ll >en)th 7on)sO

.o listen to the M*sic on 6all content s*#scri#er need to dial 5 =21= (.oll+ree!

9ccess to M*sic on 6all content on 5 =21= wo*ld #e restricted onl$ +or c*sto%ers who ha,e s*#scri#ed to this ser,ice

Tariff details) 5 =21= 6all 6har)es .oll-?ree 5 =21 2e)*lar Browsin) P2s 2I%in, a s*#scri#er can also call and listen to ,ario*s channels #$ Dialin) 5 =21 witho*t s*#sc&tion

M*sic on 6all is a ,oice #ased ser,ice wherein it will ena#le the s*#scri#er to listen to ?*ll .rac/ %o,ie son)s non-sto& on the ,oice &ortal 5 =21

7e&arate channels li/e 8indi >atest, 8indi 0o&*lar, De,otional etc- wo*ld #e a,aila#le on the ,oice &ortal

7*#scri#ers can also create a 0la$list o+ hisIher +a,orite son)s +ro% the co%&lete list o+ son)s a,aila#le on the &ortal

23

;ne o+ the *niG*e +eat*res o+ this ser,ice is that 7*#scri#ers can search +or an$ 7on) #$ '*st sa$in) the Mo,ie na%e or 7on) na%e- "n case the son) is a,aila#le on the &ortal, the reG*ested son)s will #e &la$ed

M*sic on 6all ser,ice is a&&lica#le +or #oth 0ost&aid and 0re&aid s*#scri#er

G *oice Station (0all 888>> 9ircel 55500 ser,ice o++ers $o* a host o+ ne,er #e+ore ser,ices - +ro% %*sic on $o*r %o#ile to tit-#its a#o*t cele#rities- 9ll $o* need to do is call 55500 +ro% $o*r 9ircel %o#ile and +ollow the si%&le instr*ctions to enter a world o+ in+or%ation and entertain%ent- .he ser,ice reco)niEes $o*r ,oice and )i,es in+or%ation #ased on the co%%and )i,en #$ $o*Music Messaging and Ringtones

24

Browse thro*)h the rich selection o+ %*sic across the ,ario*s cate)ories and lan)*a)es and listen to $o*r +a,orites while on the )o, also $o* can dedicate son)s with a &ersonal %essa)e to an$ 9ircel n*%#er- Lo* can download rin)tones o+ these son)sAe ha,e wide collection o+ %*sic #ased on occasions li/e #irthda$s, ,alentines, 2a/hi, Diwali, 8oli, New Lear and son) collections on >atest hits, 6lassic, 2o%antic 8its

Pra%ers
0er+or% &oo'a +ro% $o*r 9ircel %o#ile- >isten to an exha*sti,e collection o+ de,otional son)s li/e 7*&#ra&atha%, Bha'ans, 9%%an 7on)s, Ga$athri K G*r#aniAstrolog% Ser$ice Lo* can chec/ $o*r horosco&e +or the da$, #$ enterin) $o*r #irth date- 9stro in+o is *&dated e,er$ da$+ews Get the latest news *&dates- "n+or%ation is a,aila#le across 2e)ional, 7tate, National and "nternational cate)ories6alls to 55500 ser,ices will #e char)ed at 2s-3I%in- 6onditions 9&&l$Sports

25

Get the latest news and in+or%ation a#o*t the ha&&enin) in the s&orts world, li/e li,e co%%entar$, scores, sched*les etc7oAes 7%ile with *s #$ listenin) to the 'o/es- Ae ha,e exha*sti,e collection which will %a/e $o* #*rst in la*)hter +or s*re0all rates Rs( BFmin(

M*lti%edia Messa)in) 7er,ice (MM7! is a store and +orward %essa)in) ser,ice that allows %o#ile s*#scri#er to exchan)e %*lti%edia %essa)es with other %o#ile s*#scri#er- Aith this +acilit$ now start sendin) &ict*re (i%a)es!, a*dio K ,ideo cli&s with MM7- AhatDs %ore $o* want '*st )et it re)istered---

To register)

<*st send 7.92.Qs&aceR MM7 to 121 (.oll ?ree! 9+ter sendin) the a#o,e 7M7, $o* will recei,e the con+ir%ation 7M7"+ $o* ha,e not recei,ed the settin)s e,en a+ter 2 hrs, &lease call o*r 6*sto%er 6are

29

Lo* will #e a#le to *se the ser,ice a+ter 2 8rs o+ sendin) the acti,ation 7M7

+ote )

MM7 can #e sent and recei,ed onl$ #$ 9ircel s*#scri#ers.he siEe o+ the MM7 sho*ld not exceed =00 KB-

'etails of charges )

7M7 sent to 121 will #e +reeMM7 char)es at 2s-=IMM7

Doctor-on-callF &ro,ides access to G*alit$ %edical ad,ice +ro% the co%+ort o+ $o*r ho%eI o++ice- Gets instant ad,ice on %edicalI health and wellness G*eries +ro% a &anel o+ doctors s&ecialiEin) in ,ario*s +ields-

'etails of charges )

Doctor on 6all ser,ice on 5 554 2s- 9I%in (30 second &*lse!-

=0

9strolo)$ ser,ice on short code 55=15 is a ,oice #ased >"HE 7E2H"6E, where 9"26E> c*sto%ers can call at 2s- 9I%in and tal/ to +or%all$ trained K ex&erienced 97.2;>;GE27'etails of charges )

>i,e 9strolo)$ ser,ice on 55=15 2s- 9I%in (30 second &*lse!-

=1

Service News Headline + Breaking News $ricke% NEWS ! S$&RES ,-kes .ler% .s%r- 1ack

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Ball (y Ball )*da%e +:00 &nce a 0ay &nce a 0ay 1 : 0 1 :00 10:15 ! 1 :00 ! 17:00 +: 0 1 :00 ! 1#:55 11:15 ! 1#:00 1 :#5 17: 0 15:?0 10:00 ! 1#:#5 1#:50 7: 0 1?: 0 1 :#5

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SUB TH&

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Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week

&nce a 0ay Twice . day &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay

7e56il8E8 SUB SH.:.R' Ti9e*ass/S5ayari ;-<e E=*ress Bea)%y Ti*s .ler%s Recei*e Ti*s .ler%s @)n Unli9i%ed .ler%s Regi-nal News .ler%s .y)r<edic Ti*s .ler%s .9aAing @ac%s .ler%s SUB ;&>E SUB BT'1

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NU7+ 3)r) 3ran%5 Sa5i( .ler%s 3ee%a S5l-akas SUB 3URU SUB 3ee%a SUB B'B;E H-ly Bi(le .ler%s B)ran .ler%s Ra9 $5ari% 7anas .ler%s @riends5i* 7essages .ler%s SUB BUR SUB R.7 SUB @R'EN0S 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 58000 Rs 7/week Rs 7/week Rs 7/week Rs 7/week RsC 0/9-n%5 RsC 0/9-n%5 Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week Rs 7/week &nce a 0ay &nce a 0ay &nce a 0ay Twice a day Twice a day Twice a day &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay &nce a 0ay 8:#5 8:#5 1#:00 10:00 ! 1#:00 11:00 ! 1":00 10:00 ! 15:00 +: 5 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 11:#0 1?:#0 10:00 58000 58000 58000 Rs 7/week Rs 7/week Rs 7/week &nce a 0ay &nce a 0ay &nce a 0ay 7:00 ":#0 ":#0

$areer 3)r) 1ack SUB $3 @)nd-- 1ack S)*er S*-r%s 1ack W-rd8a80ay Bi5ar News News 8 Bengal News 8 /erela News 8 7a5aras5%ra News 8 N$R News 8 N-r%5 Eas% News 8 1)nDa( News 8 TN News 8 U1 News 8 3)Dra% News 8 .1 News 8 ,!/ .d)il% ,-kes SUB @N1 SUB SS1 SUB W&R0 SUB NEWSBH SUB NEWSBN SUB NEWS/ER

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T- )ns)(scri(e 6r-9 any -6 %5e ser<ices *lease c-n%ac% .ircel $)s%-9er $areC S7S $5arges %- 58000: RsC /S7S

==

Aircel 0ustomer 0are Aelco%e to 9ircel 6*sto%er 6areN Ae at 9ircel stri,e to &ro,ide the #est in class %o#ile ser,ices- 9ircel ta/es $o* directl$ into the +*t*re with the world class ed)e-ena#led networ/ and #est in class c*sto%er ser,ice"n this section $o* will #e a#le to

?ind answers to $o*r )eneral G*eries (?9@s! >earn ti&s (short c*t /e$s! +or +reG*entl$ *sed 9ircel ser,ices("nstant 7er,ices!

2e)ister $o*r s*))estionsI@*eriesI2eG*ests and co%&laints-(?eed#ac/ ?or%!

.o >o) $o*r iss*es with Nodal ;++icers :nderstand 2e)istration and de-re)istration &rocess +or ODo Not Dist*r# 2e)istr$O

>earn the di++erent wa$s to contact *s-

.o start and ex&lore the world o+ con,enience, &lease select $o*r circle-

Aircel 'o +ot 'isturb Registr%

"+ wish to re)ister or de-re)ister +ro% o*r Do Not Dist*r# 2e)istr$, then &lease send 7M7 or 6all on o*r toll +ree n*%#er as &er the instr*ctions )i,en #elow 1B% SMS) (Toll 2ree .o re)ister .$&e1 7.92. DND 7end to1 1909 To deregister .$&e1 7.;0 DND 7end to1 1909 B% 0all) (Toll 2ree 7*#scri#er %a$ dial 1909 +ro% hisIher 9ircel %o#ile0lease Note1 9ll reG*ests +or Do Not Dist*r# will #e *&dated with National Do Not Dist*r# 2e)istr$- Data :&dates with National Do Not 6all 2e)istr$ will #e done within 5 da$s9lternati,el$ $o* %a$,

?ill o*r online +or% +or re)istration- 0lease clic/ here to +ill online +or%6all 1909 or clic/ here to ,iew o*r 2 -ho*r hel&line n*%#ers (&ost&aid K &re&aid! +or $o*r res&ecti,e circle-

=5

"nformation at %our 2ingertipsH

9ccess $o*r in+or%ation +ree 2 ho*rs a da$, 4 da$s a wee/S--<*st dial the hot /e$s )i,en #elow +ro% $o*r 9ircel %o#ile to ex&lore the Aorld o+ 0ossi#ilitiesN -otAe% 1211 1212 121= 121 1215 0onnectionFSer$ice t%pe 0ost&aid 0ost&aid 0re&aidI 0ost&aid 0re&aidI 0ost&aid 0re&aidI 0ost&aid /IploreHHH Billed a%o*nt K &a$%ent section :n#illed a%o*nt section >atest 7che%e Men* Hal*e 9dded 7er,ices Men*?or Prepaid 1 2ate 6*tter Men* ?or Postpaid 1 Bill 0lan Men*

=3

Dear 6*sto%er, Ae are co%%itted to resol,e $o*r concerns e++ecti,el$ K ti%el$- Lo* %a$ call o*r 2 ho*r hel&line (.oll +ree +ro% all local 9ircel Mo#ile! an$ti%e +or re)isterin) $o*r concern on ;=?B>?@9<8 or ?@? T alternati,el$ $o* %a$ also e%ail $o*r concern to *s on care-delhiPaircel-co-in Jplease ensure that %ou pro$ide us with the following details in %our email)

?*ll na%e Mo#ile N*%#er, i+ $o* are an existin) 9ircel c*sto%er 6ontact in+or%ation (address, tele&hone n*%#er and e-%ail address! 9 clear descri&tion o+ $o*r concern-

"n case $o* are not satis+ied with the resol*tion &ro,ided #$ o*r c*sto%er ser,ice tea%, $o* %a$ )et in to*ch with o*r Nodal ;++icer

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+odal ,fficers Announcement

(0*rs*ant to .eleco% 6ons*%ers 0rotection and 2edresses o+ Grie,ances 2e)*lations iss*ed #$ .eleco% 2e)*lator$ 9*thorit$ o+ "ndia! 9ircel o++ers $o* the #est in c*sto%er ser,ice- Ahen a c*sto%er calls in the 2 ho*r call center with a co%&laint or )rie,ance, a doc/et n*%#er is &ro,ided with a s&eci+ied ti%e line +or resol*tion o+ the co%&laint- "+ the co%&laint is not resol,ed within the s&eci+ied ti%e at the call center, the c*sto%ers %a$ contact the desi)nated nodal o++icer #$ %eans o+ written co%%*nication, tele&hone, e-%ail or #$ lo))in) on to 9ircelFs we#site htt&1IIwww-aircel-co%I and lod)e their co%&laint or )rie,ance- "+ the co%&laint or )rie,ance is not resol,ed at the nodal o++icer le,el then c*sto%ers %a$ contact the a&&ellate a*thorit$ set *& #$ the co%&an$C

=5

Delhi Nodal Officer

Location 0el5i

Nodal Officer .(5is5ek 7iglani

obile +71"1++?0+

!mail n-dal-66icerCdel5iEaircelCc-Cin

"rite to Address .ircel ;i9i%edF ?! F ;-cal S5-**ing $-9*le=F Sec%-r 8 BF 1-cke% 8 1F >asan% /)nDF New 0el5i 8 110070C Contact Timings# 7-nday %- @riday 10 a9 %- " *9

Appellate Authority

Location

Nodal Officer

obile

!mail

0el5i

.nil 3)*%a

+71"1++010 a**ella%eCdel5iEaircelCc-Cin

"rite to Address .ircel ;i9i%edF ?! F ;-cal S5-**ing $-9*le=F Sec%-r 8 BF 1-cke% 8 1F >asan% /)nDF New 0el5i 8 110070C Contact Timings# 7-nday %- @riday 10 a9 %- " *9

=9

0-APT/R @3 1"T/RAT#R/ R/*"/4

0ustomer Satisfaction
.he Hal*e o+ 6*sto%er 7atis+action B$ (Andrew Mennie5, General Mana)er eGain 6o%%*nications EME9 Ahat is the connection #etween c*sto%er satis+action and the #otto% lineJ E,er wondered how %*ch c*sto%er satis+action is worthJ Ae all /now and 9cce&t that

it is a strate)ic )oal +or all or)aniEations in,ol,ed in the deli,er$ o+ c*sto%er ser,ice- Let in all %$ ex&erience as a &ro+essional in this arena, " ha,e ne,er co%e across a c*sto%er ser,ices director who co*ld artic*late the ?inancial ,al*e o+ c*sto%er satis+action to their #*siness- 6on,ersel$, " ha,e ne,er %et a c*sto%er ser,ice Director Aho wasnDt %eas*red on it- 8ow BiEarre- Bi) #*siness is ha&&$ to %eas*re it #*t doesnDt /now what its worth;ne o+ the reasons +or the di++ic*lt$ in %a/in) the connections, is the "ntan)i#ilit$ o+ c*sto%er ch*rn- .hat is to sa$, how dissatis+ied does a 6*sto%ers ha,e to #e #e+ore the$ lea,e and si)n with the co%&etitionJ Ahat Mi)ht #e an intolera#le ex&erience +or one c*sto%er %a$ well exceed all Ex&ectations o+ another- .hen thereDs co%&etition- Ahat i+ there isnDt an$J Be+ore dere)*lation how concerned were the lar)e *tilit$ co%&anies with 6*sto%er satis+action or British .eleco% co%es to that- "nterestin) there+ore .hat the teleco%s sector is where war is #ein) wa)ed on c*sto%er 7atis+action 6o*ld it that #e hi)h c*sto%er satis+action attracts new c*sto%ers and hel&s retain existin) onesJ 7o*nds li/e that co*ld #e worth so%ethin).here is no G*estion that c*sto%er satis+action is di++ic*lt to %eas*re, #*t wh$ "s %eas*re%ent so essentialJ 9s a st*dent " o&ened %$ +irst #an/ as an ad*lt with a %a'or hi)h street Ban/- .he$ attracted %e with their o++er o+ a U 10 de&osit to the acco*nt- " 7ta$ed with the%
2

thro*)h the +o*r $ears o+ *ni,ersit$, thro*)h the )rad*all$ "ncreasin) o,erdra+t, the *nintentional +ora$s #e$ond the o,erdra+t li%it, the lost 9.M cards, the re&lace%ent cheG*e #oo/s, the %ini%al de&osits, the 2e)*lar and ,er$ s%all withdrawalsExce&t +or the &enalt$ char)es +or the ;,erdra+t exc*rsions the #an/ %ade ,er$ little %one$ o*t o+ %e, and in +act "nc*rred *ntold cost in %aintainin) %e as a st*dent c*sto%er9ll that e++ort, clearl$ with the )oal o+ /ee&in) %e in %$ earnin) $ears and rea&in) #ac/ their in,est%ent- "n +act " +elt conscio*sl$ lo$al to the% at that &oint and e,en reco)niEe that it was %$ t*rn to &a$ the% #ac/- 7o wh$ was their c*sto%er ser,ice so &oor once " #eca%e a +*ll-ti%e e%&lo$eeJ " sta$ed with the% +or se,eral $ears *sin) the% +or %ort)a)e ser,ice, in,est%ent and ins*rances #*t e,ent*all$ ch*rned to one o+ the +irst tele&hone #an/s- " ha,e #een with the% a +ew $ears now and e,er$ ti%e " &hone the% the$ are aware o+ %$ recent co%%*nications with the%, reG*est that " ha,e %ade and the$ donDt tr$ to sell an *nwanted ins*rance &olic$ at the end o+ e,er$ call-

Ten Basic Rules for 0ustomer Satisfaction

=

1- "n,ol,e to& %ana)e%ent2- Know the c*sto%ers=- >et the c*sto%ers de+ine what attri#*tes are i%&ortant- Know the c*sto%erDs reG*ire%ents, ex&ectations, and wants5- Know the relati,e i%&ortance o+ c*sto%er decision criteria3- Gather and tr*st data4- Bench%ar/ the data a)ainst co%&etitors, and identi+$ co%&etiti,e 7tren)ths and wea/nesses5- De,elo& cross-+*nctional action &lans that enhance stren)ths and 6orrect wea/nesses9- Meas*re &er+or%ance contin*all$ and s&read the data thro*)ho*t .he or)aniEation10- Be co%%itted to )ettin) #etter and #etter and #etter-

,B7/0T"*/ ,2 T-/ ST#'D

,B7/0T"*/S ,2 T-/ ST#'D

6reatin) an awareness to 9ircel &ost&aid c*sto%ers a#o*t the +acilities in &ost&aid connections 5

 9nal$Ein) the &ro#le% +aced #$ &ost&aid c*sto%ers-

6ollectin) the data #ases o+ di++erent a)e )ro*& o+ c*sto%ers interested in di++erent t$&es o+ to&&in)s o++er-

Moti,atin) the c*sto%ers to ta/e &ost&aid connections-

9nal$Ein) which &ost&aid &lan is %ore *sed #$ c*sto%ers-

9nal$Ein) which t$&e o+ to&&in) is %ore *sed #$ c*sto%ers-

9nal$Ein) the satis+action le,el o+ c*sto%er towards &ost&aid connection-

Scope of the stud%)

.he st*d$ is cond*cted on 9"26E> &ost&aid *ser at (9"26E> 2E>9.";N78"0 6EN.E2V- .he st*d$ is con+ined to the area o+ East and 6entral Mone o+ Delhi 3

.he siEe o+ the sa%&le was1 100

1"M"TAT",+S
1"M"TAT",+S
.he &resent st*d$ is s*#'ected to +ollowin) >"M".9.";N7-

1- Method o+ data collection was thro*)h &ersonal inter,iew and there+ore #ias #eco%es a %a'or li%itation 4

2- D*e to the ti%e constraints all the c*sto%ers were not co,ered=- .he sa%&le was restricted to =00 c*sto%ers, which %a$ restrict the sco&e and co%&letion o+ st*d$- .he sco&e o+ st*d$ is restricted onl$ to the East and 6entral Mone o+ Delhi5- ;win) to their &re occ*&ation so%e c*sto%ers were *na#le to answer the co%&lete G*estionnaire-

0-APT/R 9 3 R/S/AR0M/T-,',1,!D

M/T-,',1,!D

M92KE."NG 2E7E9268
De+inition o+ %ar/etin) research is a&&ro,ed #$ the #oard o+ the 9%erican Mar/etin) 9ssociation (9M9! is1

(Mar/etin) research is the +*nctions which lin/s the c*sto%er and &*#lic .o %ar/eter thro*)h in+or%ation *sed to identit$ and de+ine %ar/etin) ;&&ort*nities and &ro#le%sT )enerate de+ine and e,al*ate, %ar/etin) 9ctions, %onitor %ar/etin) &er+or%ance, and i%&ro,e *nderstandin) o+ Mar/etin) as a &rocessV7i%&l$, %ar/etin) research is the s$ste%atic desi)n, collection, anal$sis and 2e&ortin) o+ the data +indin)s rele,ant to a s&eci+ic %ar/etin) sit*ation +acin) the co%&an$- 6are+*l &lannin) thro*)h all sta)es o+ the research is a

necessit$-

;#'ecti,it$ in research is all- i%&ortant- .he heart o+ the scienti+ic %ethod is

.he o#'ecti,e )atherin) and anal$sis o+ the in+or%ation-

.he +*nction o+ %ar/etin) research within a co%&an$ is to &ro,ide the "n+or%ation

50

and anal$tical in&*ts necessar$ +or e++ecti,e-

0lannin) o+ +*t*re %ar/etin) acti,it$-

6ontrol o+ %ar/etin) o&erations in the &resent-

E,al*ation o+ %ar/etin) res*lts-

9 research %a$ *nderta/e an$ o+ three t$&es o+ research in,esti)ations

de&endin) *&on the &ro#le%- .hese three t$&es o+ research incl*ded Basic research

9&&lied research

Desi)nated +act )atherin)

BAS"0 R/S/AR0"t is also /nown as the &*re +*nda%ental research which re+ers to those st*dies, sole &*r&ose o+ which is the disco,er$ o+ new in+or%ation- "t is cond*cted to extend the horiEon in )i,en area o+ /nowled)e with no i%%ediate a&&lication to existin) &ro#le% 51

APP1"/' R/S/AR0"t is an atte%&t to a&&l$ the ,ario*s %ar/etin) techniG*es, which ha,e #een de,elo&ed as research, +irst and later on the$ #eco%e a&&lied research techniG*es"t is an atte%&t to a&&l$ the #asic &rinci&les and existin) /nowled)e +or the &*r&ose o+ sol,in) the o&erational &ro#le%s-

'/S"!+AT/' 2A0T !AT-/R"+!

"t re+ers to a research where the in,esti)ator atte%&ts nearl$ to )ather so%e &redeter%ined data-

Steps in MarAeting Research Process

Mar/etin) 2esearch 0rocess can #e carried o*t thro*)h the +ollowin) ste&s1

De+ine the &ro#le% and research o#'ecti,es

52

De,elo& the research &lan

6ollect the in+or%ation

9nal$sis and inter&retations

0resent the +indin)s

'/2"+/ T-/ PR,B1/M A+' R/S/AR0- ,B7/0T"*/S

"n a ,er$ sense, this is the heart o+ the research &rocess- .his is the +irst ste&, which calls +or the %ar/etin) %ana)e and %ar/etin) research-

5=

R/S/AR0- P1A+ '/*/1,PM/+T

.he second calls +or de,elo&in) the %ost e++icient &lan +or )atherin) the needed in+or%ation- Not to +or)et the cost or ,al*es o+ research the Mar/etin) %ana)er %*st esti%ate &rocess its a&&ro,al, 2esearch &lan calls ?or decision on a! Data so*rce iii0ri%ar$ data to #e collected +or a s&eci+ic &*r&ose7econdar$ data collected +or another &*r&ose and alread$ existin) so%e where1- 2esearch 9&&roaches1 0ri%ar$ data can #e collected in +o*r wa$s1 1- ;#ser,ational research 2- ?oc*s )ro*& research =- 7*r,e$ research - Ex&eri%ental research 22esearch "nstr*%ents1 Mar/etin) researchers can *se G*estionnaires in

collectin) o+ &ri%ar$ data, #eca*se o+ its +lexi#ilit$, G*estionnaires is #$ +or the %ost co%%on instr*%ent *sed to collect &ri%ar$ data=- 7a%&lin) 0lan1 .his &lan calls +or the three as&ects1 5

a! De+ine the sa%&lin) *nit#! Decide the sa%&le siEec! Decide the sa%&lin) &roced*re whether to *se &ro#a#ilit$ or non-&ro#a#ilit$ sa%&lin) %ethods-

6ontract %ethod1 once the sa%&lin) &lan has #een deter%ined, this has to

decide how the s*#'ect sho*ld #e contacted- .he choices are %ail, tele&hone or research inter,iews-

0,11/0T",+ ,2 "+2,RMAT",+
Data collection &hase is )enerall$ the %ost ex&ensi,e and the %ost &hase to error- 6arr$ o*t the +ield wor/, collect data *sin) the instr*%ents, ad'*st the 0ro#le% o+ not at ho%es, re&laced, re+*sal to co-o&erate, #iased or dishonest answers-

A+A1DS"S A+' "+T/RPR/TAT",+S

.he next to last ste& is to extract &ertinent +indin)s +ro% the collected data.he researcher edits, code, ta#*late the collected data 55

PR/S/+TAT",+ ,2 2"+'"+!S

9s the last ste& in %ar/etin) research the researchers &resent the +indin)s.he researchers ha,e to arran)e the researched res*lt accordin) to an a&&ro,ed re&ortin) +or%at, )et the re&ort t$&ed and #o*nd, &resent the co&ies o+ the re&ort to the concerned a*thorities-

R/S/AR0- M/T-,',1,!DF '/S"!+

.he %ethodolo)$ ado&ted +or elicitin) the data reG*ired +or the st*d$ was s*r,e$ %ethod- "t is the o,erall &attern or +ra%ewor/ o+ the &ro'ect that will dictate as to what in+or%ation is to #e collected, +ro% which so*rces and #$ what &roced*res-

R/S/AR0- M/T-,'
2esearch %ethodolo)$ %*st #e classi+ied on the #asis o+ the %a'or &*r&ose o+ the in,esti)ation- "n this &ro#le%, descri&tion st*dies ha,e #een *nder-ta/en, as the o#'ecti,e o+ the &ro'ect is to cond*ct the %ar/et share st*d$ to deter%ine the share
53

o+ the %ar/et recei,ed #$ #oth the co%&an$ and its co%&etitors-

'ATA 0,11/0T",+
.he in+or%ation needed to +*rther &roceed in the &ro'ect had #een collected thro*)h &ri%ar$ data and secondar$ data-

PR"MARD 'ATA
0ri%ar$ data consists o+ in+or%ation collected +or the s&eci+ic &*r&ose at hand +or the &*r&ose o+ collectin) &ri%ar$ data, s*r,e$ research was *sed and all the retail o*tlets sellers *sin) di++erent #rands and their co%&etitors were contacted- 7*r,e$ research is the a&&roach #est s*ited )atherin) descri&tion-

S/0,+'ARD 'ATA
.he secondar$ data consists o+ in+or%ation that alread$ exists so%ewhere, 8a,in) #een collected +or another &*r&ose- 9n$ researcher #e)ins the research wor/ #$ +irst )oin) thro*)h the secondar$ data- 7econdar$ data incl*des the in+or%ation a,aila#le with the co%&an$- "t %a$ #e the +indin)s o+ research &re,io*sl$ done in the +ield- 7econdar$ data can also #e collected +ro% %a)aEines, news&a&ers, other s*r,e$s cond*cted #$ /nown research a)encies etc-

R/S/AR0- M/T-,',1,!D
54

.he res&ondents are the %o#ile &ost&aid connection holder with 9ircelDs to&&in)s +acilities- .he s*r,e$ was carried in East and 6entral Mone o+ Delhi with the sa%&le siEe o+ =00- .he s*r,e$ was carried o*t with the hel& o+ a str*ct*red G*estionnaire, which hel&s in acco%&lishin) the research o#'ecti,es- .he res&ondents #$ %eans o+ &ersonal inter,iew ad%inister this str*ct*red ended G*estionnaire-

55

0-APT/R < 3 'ATA A+A1DS"S A+' "+T/RPR/TAT",+

59

"n %$ s*r,e$ " ha,e +o*nd that 10B o+ the Enter&rises *sin) 01 to 0= connection, 25B o+ the Enter&rises *sin) 0 to 03, =5B o+ the Enter&rises *sin) 04 to 09, 10B o+ the Enter&rises *sin) 10-12 connection and rest 20B o+ the Enter&rises *sin) %ore than 12 connection-

30

" ha,e +o*nd that =0B Enter&rises *sin) 1 o&erator, 0B Enter&rises *sin) 2 o&erator, 20B Enter&rises *sin) = o&erator, and 10B o+ the Enter&rises *sin) %ore than = o&erator-

31

" o#ser,ed that %ost o+ the Enter&rises *sin) 9irtel ser,ice and then second choice o+ Enter&rises is "dea, third choice is Hoda+one and then other-

32

"t has /nown that the ex&enses on the teleco%%*nication de&end on the t$&es o+ the Enter&rises and the n*%#er o+ connection as i+ the Enter&rises are sales de&art%ent the$ ha,e %ore ex&enses-

3=

" ha,e collect the data and anal$Ee that 40B o+ the Enter&rises are %a/e onl$ local calls, 25B o+ the Enter&rises %a/e >ocal W 7td calls, and rest 5B o+ the Enter&rises %a/e onl$ 7.D calls-

"n the Enter&rises 50B o+ the s*#scri#er *sin) 0ost-&aid ser,ices and rest 20B o+ the s*#scri#er *sin) 0re-&aid ser,ices-

35

P1A+ TA./+ BD 0#ST,M/R "+ T-/ ,R!A+"EAT",+

33

34

"n %$ s*r,e$ " o#ser,ed that %ost o+ the c*sto%ers &aid their #ills thro*)h cheG*e (50B!, 6ash (=0B!, "nternet Ban/in) (10B!, others (10B!-

35

" o#ser,ed that %ost o+ the Enter&rises are satis+ied with ,ario*s &lan and ser,ices #*t so%e o+ the Enter&rises +ace the di++erent-di++erent o+ &ro#le% and the$ wants to chan)e his o&erator ser,ices-

39

"n o*t o+ 25B o+ the c*sto%er who want to chan)e his o&erator the data shows that %ost o+ the c*sto%ers ha,e networ/ &ro#le%s-

40

" ha,e +ind o*t that 100B o+ the Enter&rises *sin) "nternet +acilit$-

41

0-APT/R 83

2"+'"+!S

42

2"+'"+!S
9ccordin) to %$ s*r,e$, " ha,e +o*nd that %ost o+ s%all K %edi*% Enter&rises ha,e ta/en 4 to 9 connection, and his B is =5- 9nd 25 B o+ Enter&rises *sin) Enter&rises *sin) 0 to 03 connection and least 10 B o+ Enter&rises *sin) 01 to 0= connections ==B o+ the Enter&rises *sin) 9irtel ser,ices and 23B o+ the Enter&rises *sin) "dea cell*lar 19B o+ the Enter&rises *sin) Hoda+one ser,ices .he di++erent t$&es o+ Enter&rises ha,e di++erent t$&es o+ Ex&enses on the .eleco%%*nication and the data o+ the ex&enses is related #etween the Noo+ connection "n the Enter&rises 50 B o+ the *sers ha,e ta/en 0ost-&aid connection and rest 20 B o+ the *sers ha,e ta/en 0re-&aid connection " o#ser,ed that %ost o+ the c*sto%ers are satis+ied with their &lan and ser,ice and rest 25 B o+ the *sers are +acin) the &ro#le% and the$ want to chan)e his o&erator ser,ices " ha,e +o*nd that all Enter&rises *sin) "nternet +acilit$ "n %$ o#ser,ation ha,e +o*nd that %ost o+ the &erson are aware a#o*t the 9ircel #*t the$ ha,e no aware a#o*t the i%&ortant and di++erent +acilit$ o+ 9ircel #$ na%e with 0;6KE. "N.E2NE. and the$ also /now a#o*t the 9ircelDs G027 *nli%ited &lans-

4=

0-APT/R3B R/0,MM/+'AT",+S

S#!!/ST",+S

1- .o ens*re #etter c*sto%er satis+action K %aintain hi)her le,el o+ 6*sto%er relationshi& %ana)e%ent, the #illin) de&art%ent has to #e %ore e++ecti,e K e++icient2- .o retain existin) c*sto%ers %eans o++erin) the #est sche%e- .his Ao*ld a*to%aticall$ attract new c*sto%ers- 9ircel need s&end on ad,ertise%ent to attract new c*sto%ers=- 9ircel sho*ld contin*e to o++er the #est to&&in)s to sta$ at the contin*e to &ro)ress and attract to c*sto%er- .here sho*ld #e no co%&ro%ise in G*alit$ and the networ/ +acilit$-

45

B"B1",!RAP-D

43

B"B1",!RAP-D
T/KT B,,.S
0rinci&les o+ Mar/etin) 0hili& Kotler and Ger$ 9r%stron) Mar/etin) 2esearch D-D- 7har%a Mar/etin) 2esearch Green K .*ll 2esearch Methodolo)$ 6- 2- Kothari

4ebsites)
htt&1II9ircel-co% htt&1IIwww-)oo)le-co%
44

htt&1IIen-wi/i&edia-or) ;ther Mar/etin) research related sites-

Luestionnaire for
Study of Consumer Behavior in Postpaid Customer Segment P/RS,+A1 '/TA"1S)
+ame of the ,rganiMation)NNNNN( NNNNNNNNNNNNNNNN(( +ame of the proprietors)NNNN(((NNN(NNNNNNNNNNNNNN Address)NNNNNNNNNNN((NNNNN((( NNNNNNNNNNNN 0ontact no)NNN(NNNNNNNNNNNN( NNNNNNNNNNNN(( 1- N*%#er o+ connection $o* are *sin) in the ;r)aniEationJ SSSSSSSSSSSSSSSSSSSS--SSSSS
45

2- 8ow %an$ o&erators $o* are *sin) in the ;r)aniEationJ a! ;ne =- ;&eratorDs na%eJ a! 9ircel e! "dea #! 9irtel +! 2eliance c! Hoda+one d! .ata indico%e )! M.N> #! .wo c! .hree d! More than .hree

- 8ow %*ch is $o*r %onthl$ ex&enses are on 6allin)J 0lease s&eci+$SSSSSSSSSSSSSSSSSSS5- Ahich t$&es o+ callin) are in or)aniEationJ a! ;nl$ >;69> c! >;69> W 7.D 3- Ahich t$&es o+ +acilit$ $o* are *sin) in the or)aniEationJ a! 0re-&aid #! 0ost-&aid #! ;nl$ 7.D

4- "+ &ost &aid which &lan $o* are *sin)J 0lease s&eci+$ SSSSSSSSSSSSSSSSSSS5- 8ow $o* &a$ $o*r #illJ a! B$ cash c! B$ "nternet Ban/in) #! B$ cheG*e d! ;thers

9- 9re $o* &lannin) to chan)e $o*r o&eratorsJ a! Les #! No

10- "+ $es, what &ro#le% $o* are &hasin) in $o*r o&eratorJ a! Networ/ 0ro#le% c! Bills 0a$%ent %ode

#! Bills 0a$%ent d! wron)l$ char)ed

49

e!- Aron)l$ char)ed 11- 9re $o* *sin) "nternet ?acilit$J a! Les #! No

21- 8ow %*ch $o* aware a#o*t 9ircel ltd-J 0lease s&eci+$SSSSSSSSSSSSSSS--SSS-1=- 9n$ s&ecial co%%ent or s*))estion +or 9ircel0lease s&eci+$SSSSSSSSSSSSSSSSSSS SSSSSSSSSSSSSSSSSSSSSSSS--SSSSSSSSSSSSSSSSSSSSSSSS--SSSSSSSSSSSSSSSSSSSSSSSSS

50