Industry Profile: Customer Satisfaction Towards Reliance Telecommunication

Customer satisfaction towards Reliance telecommunication
INDUSTRY PROFILE
TELECOM INDUSTRY
Communications is the fastest growing sector in Indias economy. The average compound rate of
growth of the economy works out to 24.02 per cent per annum since the turn of this millennium.
No other sector of the economy has clocked such a rate of growth. The sector accounts for about
4 per cent of GDP and the recent high rate of growth has contributed to about 11 per cent of the
growth in overall GDP of the country.
In Information and Communications technology (ICT), it is again communications that is more
important. This is evident from a dataset on ICT spending developed by World Information
Technology and Services Alliance (2006), of the total spending on ICT by India, about 63 per
cent was in communications.
The communication sector comprises both services and equipment manufacturing, although in
the above characterization the data refers only to the services segment. The domestic production
of telecom equipments has shown some impressive increases during the period since 2001, but it
accounts for only about 15 per cent of the total telecoms industry. With some fluctuations, the
equipment sector is slowly seeing a decrease in its share in the total revenues of the
telecommunications industry.
In 1991, India had just five million telephone subscribers. As at the end of July 2008, there were
233 million subscribers, an average annual growth rate of over 27 per cent per annum. No other
country in the world, other than China, has shown such high rates of growth. Tele density too
which was below one telephone per 100 population has now risen sharply to about 20.
Among the infrastructure industries, telecommunications is the only one that has shown
significant improvements over the reform period. Consequently, it is generally opined that a
revolution of sorts is taking place in the Indian telecom industry.
There are at least seven dimensions of this growth performance that merit our attention:
(i) Dominance of Wireless Technology: The Indian telecom sector is now heavily dominated
by wireless technologies, which include cellular mobile and fixed wireless technologies. In fact,

almost the entire increase in the availability of telephones has been contributed by wireless
technologies. India has one of the highest ratios of wireless to wire line services, which is now
almost five. In fact what is interesting is that since 2005, the wire line services have started
falling. A number of factors explain this decrease in the popularity of fixed telephones, which
has now become a worldwide trend. This heavy reliance of wireless technologies, while
extremely positive from the availability point of view, has some implications for the diffusion of
the internet in the country.
(ii) Growing Market for Telecom Handsets: As a corollary of the above, it is seen that there
has been a steady increase in the average number of mobile subscribers per month since 2003. In
2003, on an average 1.5 million new subscribers were added to the existing stock. This increased
to 6.4 million until September 2008. These large increases in the number of mobile handsets
have strong positive implications for the telecom equipment industry and specifically the mobile
handsets industry, which means that close to six million handsets are being sold every month.
Consequently, a huge domestic market for telecom equipment has suddenly emerged in the
country spawning the creation of a significant manufacturing base.
(iii) Increasing Privatization: The share of the private sector in the overall telecoms industry
has been rising and the ratio of private to public actually Crossed unity in 2006. The two public
sector service providers (BSNL and MTNL) dominated the wire line sector, while the private
sector was able to dominate the new wireless technology. In fact it was only in the late 1 990s,
early 2000s that the government allowed the public sector entities to provide wireless
communication services.
(iv) Competition: Fixed v/s Mobile and GSM VS CDMA: An interesting feature of the industry
is that after a very long time, it has suddenly become very competitive. There are three
dimensions to this competition. First, it is competition between two standards or technologies,
namely, the Global System for Mobile Communications (GSM) v/s Code Division Multiple
Access (CDMA) standards. Second, it is competition between various service providers although
this competition was restricted to public policy designed spaces or markets known as telecom

circles. A yet another dimension is the type of market. There are essentially three types of
markets based on the geographic coverage of the service. They are:
(1) The local telephone market
(2) Long distance or national telecom services and
(3) Foreign or the overseas market.
We focus here on all the three dimensions of competition between the service providers.
Competition in Mobile Services Industry: Compared to the fixed services, the mobile services
industry has a number of distinguishing features.
First, the industry started as one dominated by private sector enterprises and the government
religiously followed a policy of managed competition by licensing more than one service
provider in a telecom circle. In fact majority of the 28 circles have at least four services providers
and in a number of cases there are six service providers well. In short, right through inception the
government envisaged an oligopolistic form of competition.
Second, most of these private sector enterprises had some of foreign equity holding of sorts.
Third all of them are based on new technologies that were state-of-the art.
Fourth, the conduct of the industry was, relatively speaking, more regulated by the newly
created independent regulatory agency, the Telecom Regulatory Authority of India (TRAI).
Fifth, it is the rapid growth of this industry that has catapulted the communications sector into
one of the major growth-contributing sector of Indias economy.
Sixth, the mobile communications industry, especially the equipment part of the industry is the
second largest in the world (next to China) and therefore has attracted considerable FDI in the
manufacture of handsets leading to the employment of skilled manpower.
Seventh, India is supposed to be having the cheapest mobile telecom tariffs in the world. The
early part of the industry was of course riddled with much controversy pertaining to the terms
and conditions under which the licenses were issued and the spectrum allocated between various

kinds of service providers. Since all the services providers were new and had the same vintage of
technology, their competition was more in terms of price and conditions of sale and of late these
two aspects are much in public scrutiny thanks to the timely intervention, on various occasions,
by the regulator.

TELECOM UPDATES
Telecom Regulatory Authority of India (TRAI)
The TRAI (Telecom Regulatory Authority of India) Act allows the body to set telecom
tariffs and fix terms and conditions under which operators can interconnect with other. It also
requires the government to seek recommendations from TRAI before issuing a license. A new
appellate authority - separate from TRAI - has been set up to decide on disputes between the
government and private operators. Broadly, the new act enhances TRAIs recommendatory
powers, strengthens those powers relating to tariffs and interconnection but reduces the bodys
judicial powers. The new act continues to allow the TRAI to set tariffs.
Department of Telecom (DOT)
The Department of Telecom (DOT) is a government of India department under the aegis of
Ministry of communications. It has a role in policy making, licensing and coordination matters
relating to telegraphs, telephones, wireless, data, facsimile and telemetric services and other like
forms of communications. In addition, DOT is responsible for frequency management in the
field of radio communication in close coordination with international bodies. It also enforces
wireless regulatory measures. The first mobile telephone systems were an analog. They did not
offer more enhanced features than speech traffic and they used low frequencies. Today mobile
systems are digital. The frequencies used are higher
(900-1800 MHz) and the cell size has decreased. More enhanced function such as data transfer
and fax has also been introduced.
B.E.L labs in the U.S.A, the first demonstrated the cellular phone technology. The first
commercial services were offered in Sweden, Finland, Denmark and Norway in 198l.

INDIAN TELECOMMUNICATIONS OVERVIEW
Today the Indian telecommunications network with over 375 Million subscribers is second
largest network in the world after China. India is also the fastest growing telecom market in the
world with an addition of 9- 10 million monthly subscribers. The tele density of the Country has
increased from 18% in 2006 to 33% in December 2008, showing a stupendous annual growth of
about 50%, one of the highest in any sector of the Indian Economy. The Department of
Telecommunications has been able to provide state of the art world-class infrastructure at
globally competitive tariffs and reduce the digital divide by extending connectivity to the
unconnected areas. India has emerged as a major base for the telecom industry worldwide. Thus
Indian telecom sector has come a long way in achieving its dream of providing affordable and
effective communication facilities to Indian citizens. As a result common man today has access
to this most needed facility. The reform measures coupled with the proactive policies of the
Department of Telecommunications have resulted in an unprecedented growth of the telecom
sector.
The thrust areas presently are:
1. Building a modern and efficient infrastructure ensuring greater competitive environment.
2. with equal opportunities and level playing field for all stakeholders.
3. Strengthening research and development for manufacturing, value added services.
4. Efficient and transparent spectrum management
5. To accelerate broadband penetration
6. Universal service to all uncovered areas including rural areas.
7. Enabling Indian telecom companies to become global players.
Recent things to watch in Indian telecom sector are:
1. 3G and BWA auctions
2. MVNO
3. Mobile Number Portability
4. New Policy for Value Added Services
5. Market dynamics once the recently licensed new telecom operators start rolling out

6. Services.
7. Increased thrust on telecom equipment manufacturing and exports.
8. Reduction in Mobile Termination Charges as the cost per line has substantially reduced
9. Due to technological advancement and increase in traffic.
India's telecom sector has shown massive upsurge in the recent years in all respects of industrial
growth. From the status of state monopoly with very limited growth, it has grown in to the level
of an industry. Telephone, whether fixed landline or mobile, is an essential necessity for the
people of India. This changing phase was possible with the economic development that followed
the process of structuring the economy in the capitalistic pattern. Removal of restrictions on
foreign capital investment and industrial de-licensing resulted in fast growth of this sector. At
present the country's telecom industry has achieved a growth rate of 14 per cent. Till 2000,
though cellular phone companies were present, fixed landlines were popular in most parts of the
country, with government of India setting up the Telecom Regulatory Authority of India, and
measures to allow new players country, the featured products in the segment came in to
prominence. Today the industry offers services such as fixed landlines, WLL, GSM mobiles,
CDMA and IP services to customers. Increasing competition among players allowed the prices
drastically down by making the mobile facility accessible to the urban middle class population,
and to a great extends in the rural areas. Even for small shopkeepers and factory workers a phone
connection is not an unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti
Teleservices, Hutchison Essar, BPL, Tata, Idea, etc. With the growth of telecom services,
telecom equipment and accessories manufacturing has also grown in a big way.
Indian Telecom sector, like any other industrial sector in the country, has gone through many
phases of growth and diversification. Starting from telegraphic and telephonic systems in the
19th century, the field of telephonic communication has now expanded to make use of advanced
technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by
day, both the Public Players and the Private Players are putting in their resources and efforts to
improve the telecommunication technology so as to give the maximum to their customers.


2. COMPANY PROFILE

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

2. a. BACKGROUND AND INCEPTION OF RELIANCE
COMMUNICATION
Late Dhirubhai Ambani had a vision of making tools of communication available to commoners
thereby allowing them to overcome barriers of mobility. Likewise, Reliance Communications is
capable of delivering services covering entire gamut of information and communication value
chain. Their products and services include infrastructure setting, applications and consultancy.


Brief history
Reliance Communications was set up as Reliance Infocomm in 1999 and from 2000 onwards
lying of optical fibers started in Maharashtra, Gujarat and Andhra Pradesh. Reliance Infocomm
was inaugurated in 2002 and first of interconnect (POI) was established in New Delhi in same
year. Also in that year, Reliance Communications commissioned their 1st optic fiber backbone.
In 2005, this company launched global roaming facility and CDMA services. Reliance
Communications was formed in 2006 and listed in Bombay and National stock exchanges.
Reliance Communications Limited founded by the late Shri. Dhirubhai H Ambani (1932-2002)
is the flagship company of the Reliance Anil Dhirubhai Ambani Group. It is India's foremost
truly integrated telecommunications service provider. With a customer base of over 36 million
including close to one million individual overseas retail customers, Reliance Communications
ranks among the top ten Asian Telecom companies. Its corporate clientele includes 600 Indian,
250 multinational corporations and over 200 global carriers and owns and operates the world's
largest next generation, IP enabled connectivity infrastructure, comprising over 150,000
kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific
region. For more information, visit:
Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D Ambani,
48, is the chairman of all listed companies of the Reliance ADA Group, namely, Reliance
Communications, Reliance Capital, Reliance Energy and Reliance Natural Resources. He is also
the president of the Dhirubhai Ambani Institute of Information and Communications
Technology, Gandhinagar
An MBA from the Wharton School of the University of Pennsylvania, Shri Ambani is credited
with pioneering several financial innovations in the Indian capital markets. He spearheaded the
countrys first forays into overseas capital markets with international public offerings of global
depositary receipts, convertibles and bonds. Under his chairmanship, the constituent companies
of the Reliance ADA group have raised nearly US$ 3 billion from global financial markets in a
period of less than 15 months. Shri Ambani has been associated with a number of prestigious
academic institutions in India and abroad.

He is currently a member of:
Wharton Board of Overseers, The Wharton School, USA
Board of Governors, Indian Institute of Management (IIM), Ahmedabad
Board of Governors, Indian Institute of Technology (IIT), Kanpur
Executive Board, Indian School of Business (ISB), Hyderabad
In June 2004, Shri Ambani was elected as an Independent member of the Rajya Sabha Upper
House, Parliament of India, a position he chose to resign voluntarily on March 25, 2006.
Select Awards and Achievements
Voted the Businessman of the Year in a poll conducted by The Times of India TNS,
December 2006
Voted the Best role model among business leaders in the biannual Mood of the Nation poll
conducted by India Today magazine, August 2006
Conferred the CEO of the Year 2004 in the Platts Global Energy Awards
Conferred 'The Entrepreneur of the Decade Award' by the Bombay Management
Association, October 2002
Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum
(WIEF) in recognition of his contribution to the establishment of Reliance as a global leader
in many of its business areas, December 2001
Selected by Asiaweek magazine for its list of 'Leaders of the Millennium in Business and
Finance' and was introduced as the only 'new hero' in Business and Finance from India, June
1999.


2. c. VISION, MISSION AND QUALITY POLICY OF RELIANCE
COMMUNICATION
VISION
We will leverage our strengths to execute complex global-scale projects to facilitate leading-
edge information and communication services affordable to all individual consumers and
businesses in India.
We will offer unparalleled value to create customer delight and enhance business productivity.
We will also generate value for our capabilities beyond Indian borders and enable millions of
Indias knowledge workers to deliver their services globally.
MISSION
To Facilitate, coach and enable best-in-class and leading edge practices across the extended
enterprise of Reliance Communications and thereby nurture a customer centric, positive-energy
organization which will maximize stake- holder satisfaction

QUALITY POLICY
Our key directive is complete customer satisfaction.
We provide our customers with product and services that confirm to all requirements.
We develop quality objectives at appropriate level to ensure those requirements are
effectively addressed in our business.
We are fully committed to continuous improvement as a strategic approach to achieve
these quality objectives.
Our policy and associated quality objectives are reviewed and communicated to all
employees on a regular basis.


2. d. PRODUCT/SERVICE PROFILE
Reliance Base Phone
Reliance Mobile
Reliance Data Card
Reliance Voucher, E-Recharge
Reliance PCO
Reliance Broad Band
2. e. AREA OF OPERATION
Reliance Communications operations are spread across 673 cities and span a host of various
kinds of services.
Reliance Communications business is organized around the following categories: wireless, wire
line, wholesale, the Reliance World/Reliance Communications outlets and village telephony.

2. g. COMPETITORS OF RELIANCE:
Reliance Communications competes with 14 other mobile operators throughout India.
They are
Aircel,
Airtel,
BSNL,
Idea,
Loop Mobile,
MTNL,
MTS,
Ping Mobile,
S Tel,
Bsnl,
Tata DoCoMo,
Tata Indicom,

Uninor,
Videocon,
Virgin Mobile (GSM & CDMA) and
Vodafone.

2. h. INFRASTRUCTURE FACILITIES
RTIL, a subsidiary of Reliance Communications Limited, was incorporated in 2001 as a private
limited company. Reliance Communications Limited had filed a Scheme of Arrangement with
the High Court of Judicature at Bombay on December 5, 2006 for the separation of its wireless
towers assets owned by RCOM and its wholly owned subsidiary Reliance Telecom Limited
.RTIL is an independent wireless telecommunications infrastructure company in India, engaged
in the business of building, owning and operating communications towers and related assets
,which it will lease to the wireless operators under long-term contracts.

2. i. ACHIEVEMENTS OF RELIANCE COMMUNICATIONS:
First to launch BlackBerry 8830 World Edition Smartphone in India
Reliance Communications' Flag Telecom Awards U.S. Dollar 1.5 Billion (Rs 6000 Crore)
Turnkey Contract To Construct Flag Next Generation Network Submarine Cable
Reliance BIG TV expands channel bouquet with 10 new channels
Reliance Communications clocks 11.3 million new subscribers in January - March
Reliance Communications adds a record 3.3 million wireless customers in February 2009
Reliance Communication launches 'Netconnect Broadband Plus' - India's fastest wireless
Internet service
Reliance Communications adds a record 5 Million New Subscribers in January 2009
Reliance Mobile enhances value proposition for its GSM customers with Lifetime offer

Reliance Mobile launches GSM Services in Delhi
RCOM launches Unique Customer Experience Programme
RCOM first listed Indian telecom company to reward shareholders
Reliance Infocomm becomes India?s first telecom operator to launch seamless inter-
standard international roaming service - 1World.1Number, with single number on international
CDMA and GSM networks.
Reliance Infocomm introduces first ever auction facility on Mobile phones through R World.
Reliance Infocomm bags the CDMA Development Group's 3G CDMA Industry Achievement
Award for International Leadership.
Introduces Railway Ticket booking from R World data applications suite of Reliance
IndiaMobile
Reliance Infocomm receives the Most Promising Service Provider of the Year 2003 (Asia
Pacific) award at the Asia Pacific Technology Awards instituted by Frost & Sullivan.
Reliance Infocomm introduces World Card - a Prepaid International calling card for affordable
and convenient ISD calls from India.
Announces India's First MPLS Global VPN Solution in partnership with MCI
Launches India's first wireless Point of Sale (POS)


2. j. WORKFLOW MODEL


THE 7S MC KINSEYS MODEL
This model still works when the focus is on product marketing. However most developed
economies have moved on with an ever increasing focus on service business & therefore
service marketing is to better represent the challenge. Mckinseys developed a new
frame work for analyzing and improving organization effectiveness.

Hard S
Strategy: It is a deliberate search for a plan of action that will develop a business competitive
advantage and compound it.
Structure: The basic organization of the company, its departments, reporting lines, areas of
expertise, and responsibility (and how they interrelate)

Systems: Formal and informal procedures that govern everyday activity, covering everything
from management information systems, through to the systems at the point of contact with the
customer (retail systems, call centre systems, online systems, etc).

The 4Ss across the bottom of the model are less tangible, more cultural in nature, and were
termed Soft Ss by McKinsey:
Skills: The capabilities and competencies that exist within the company. What it does best.
Shared values: The values and beliefs of the company. Ultimately they guide employees
towards va1ued behavior.
Staff: The Companys people resources and how they are developed, trained, and motivated.
Style: The leadership approach of top management and the companys overall Operating
approach.

1) STRATEGY
A corporate strategy is a plan, which takes organizational strengths and weakness into
accounts and provides an optimal match between the firm and the environment.
COST CONTROL - The company practices lots of effective measures for cost control
across various functions in the organization. For example, Cost effective measures of
Recruitment i.e. Headhunting, Employee referrals, extensive use of job Portals etc. are
encouraged while recruitment through external recruitment agencies are relatively controlled
thereby leading in effective cost control during recruitment.


2) STRUCTURE:
PRESIDENT
WIN
ROK
VAS
SIGNAGES AND OUTDOOR
MAR COMM
BUSINESS COMMER
HEAD CSD
SALES
SENIOR EXECUTIVE VP (HUB HEAD)
HEAD
CSD
MARKE TING
Sr.VP (COO)

CHANNELS
HEAD OF SALES
BIL
RETEN TION
HEAD
CUSTOM
ER CARE
HEAD
ACQUISION PROCESS HEAD
DISTRIBUTION
RETAIL
BANGALORE


3) SYSTEM
Performance Management System (PMS):
The organization uses the Balance Score Card methodology of performance appraisal for its
employees
The balanced scorecard focuses on the measures that drive the employee performance. The
balanced scorecard provides a list of measures that balance the organizations internal and process
measures with results, achievements and financial measures. The two basic features of the
balanced scorecard are:
A balanced set of measures based on the four perspectives of balanced scorecard, and
Linking the measures to Employee Performance
A balanced set of measures
Instead of relying on just one instrument or measure, using a balanced set of measures ensures
that all the aspects of the employees performance are covered and provide relevant support for
the decisions taken.

Therefore, it is necessary that the manager should be capable of observe and note the several
instruments and measures simultaneously. The four perspectives given by Kaplan and Norton are
the financial measures, the customers perspective, the internal business perspectives and the
innovation and learning perspectives.
For each perspective of the following things are measured:
Objectives: the goals and the targets to be achieved
Measures: the standards which will be used to measure the actual performance and the
progress.
Action plans: the initiatives taken and the course of action to be followed to achieve the
objectives
Employees across the organization are rated on a scale of 1-5 (1 being the lowest and 5 being the
highest) using the BSC method.

4) SKILLS
Highly skilled candidates are recruited at various levels across the organization. Skills can be
classified broadly into highly skilled and semi skilled routine work.
Various training programs are organized regularly to impart training needs of the employees.
The training needs are developed after TNI (Training Needs Identification) and all the programs
are put on the monthly/ annual training calendar to be implemented.

5) STYLE
Management Style in RCOM is predominantly participative. There is no rigid top down
authoritative practices prevalent in the company. All the employees are given equal opportunities
to participate actively in the functioning of the organization. No culture of authoritative or
autocratic approaches exists in the organisation.


6) STAFF
RCOM is a Sales centric organization. Staff can broadly be classified into Sales Staff which
constitutes a major percentage of the employees & Support staff which are functions supporting
the sales functions.
Support staff would include Business Commercial, Customer Service Delivery (CSD), HR etc...

7) SHARED VALUES
The interconnecting centre of McKinseys model is: Shared Values. What the organization
stands for and what it believes in; Central beliefs and attitudes.
Reliance Communications fosters teamwork and expects employees to be goal oriented,
achieving the goals by beating time.

SWOT ANALYSIS

STRENGTHS:
Huge wireless subscriber potential
Fastest growing mobile market in the world
Consumers are ready to pay for cutting edge services
Government proposes to hike FDI limit in telecom to 74%
Unified license regime
WEAKNESS:
Lowest call tariffs in the world
Market strongly regulated by government body -governing both ISP and telecom sectors
Too many authorities ruling the sector
Huge potential for low and cheap handsets
Wide spread VAS deployment is restricted due to language and literacy problems
Primarily a voice based market
OPPORTUNITIES:
To offer VAS on GSM, CDMA, and IP
Language independent services
Mobile marketing concepts
Content influenced by local culture and global success stories
M-commerce
Unified messaging platforms
Foreign investment in form of equity or technology
THREATS:
Low cost service providers - no possibility of breaking even in short term
Weak IPR protection

Software and digital content piracy
Political instability
Regulatory interference.


ANALYSIS OF FINANCIAL STATEMENT
Balance sheet as on March 2011 and 2012
Particular
31 march
2012
31 march 2011
Increase
/decrease
SOURCES OF FUND
Owners fund
Equity share capital 1032.00 1032.01 (0.01)
Reserves and surplus 44165.00 47112.47 (2947.47)
Loans fund
Secured loans 26265.00 15226.02 11038.98
Unsecured loans 1606.00 16226.72 (14620.72)
Total 73068.00 79597.22 (6529.22)
APPLICATION OF FUND
Fixed assets
Gross block 52455.00 40904.17 11550.83
Less: revaluation reserve - - -
Less: accumulated depn 15071.00 12063.27 3008.00
Net block 37384.00 28840.90 8543.10
Capital work- in process 765.00 9907.66 (9142.66)
Investments 31889.00 32102.13 (213.15)
Net current assets
Current assets, loans &
advances
15668.00 19153.82 (3585.82)
Less :- current liabilities &
provisions
12937.00 10407.29 2529.71
Total net current assets 2731.00 8746.53 (6015.53)
Miscellaneous expenses 299 - 299
Total 73068.00 79597.22 (6529.22)

RATIOS
Ratios
Mar ' 12 Mar ' 11
Dividend per share 0.25 0.50
Operating profit per share
(Rs) 16.64 8.29
Current ratio 1.21 1.84
Current ratio (inc. st loans) 0.77 0.96
Quick ratio 1.19 1.81
Inventory turnover ratio 36.88 39.63
Net operating income per
share EPS (Rs) 58.79 64.48

Interpretation
During the year 2012 the companys share capital and reserves & surplus have been decreased,
secured loans as been increased more compare to last year, unsecured loans have been decreased.
Liquidity position and the fixed assets are increased then last year. The revenue has been
increased. The EPS has been increased which shows the company is increasing the share holders
wealth. By this we can conclude that the company is doing well.


LEARNING EXPERIENCE

The experience in Reliance telecommunication branch office was great. It was very nice to work
in a company which provides network services at affordable rates. I got a great opportunity to
meet several corporate which gave me a good learning exposure. Also the employees in the
company were highly disciplined and punctual and it was great experience working there and
had a platform to learn how a telecommunication company works.
With the increasing competition and competitors spurning in, the customers are shifting
to other service providers leading to fragmentation of market share; one factor could be
dissatisfied customers. This study had helped me understand what are the various factors
affecting customer satisfaction and how to enhance the same.
I also learnt how important the customers for an organization are. I got exposed to the
environment of Reliance telecommunication, its work culture, rules and regulations. The
selection of customers for the project was instructed by external guide and helped for further
collecting data.
Also how to talk to customers and how to handle their queries was taught at Reliance
telecommunication. It was a good opportunity for me to increase my communication skills while
interacting with the company employees and its customers. So all together it was a great
experience and a great time to do project in a company like Reliance telecommunication.
The company, by adopting and following the suggestions recommended above can improve its
services and enhance its customer satisfaction.


PART-B
GENERAL INTRODUCTION
INTRODUCTON

COSTUMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers performance in relation to
the buyers expectations. In general: SATISFACTION is a persons feelings of pleasure or
disappointment resulting from comparing a products perceived performance (or outcome) in
relation to his or her expectations.
As this definition makes clear, satisfaction is a function of perceived performance and
expectations. If the performance falls short of expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.

Customer satisfaction is the extent to which the products and services offered by the Company
satisfies the needs and requirements of the customers. In general, satisfaction is a persons
feelings of pleasure or disappointment resulting from comparing a products perceived
performance in relation to his or her expectations. If the performance falls short of expectations,
the customer is dissatisfied. If the performance matches the expectations, the customer is
satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.
Customer satisfaction depends on product and service quality. Although the customer-centered
firm seeks to create high customer satisfaction, which is not its ultimate goal. The company can
increase customer satisfaction by increases its services that may result in lower profits.
Ultimately the company must operate on the philosophy that is trying to deliver a high level of
customer satisfaction.
Many companies are systematically measuring customer satisfaction and the factors shaping it .A
Company would be wise to measure customer satisfaction regularly because one key to customer
retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys
more as the company introduces new products and upgrades existing products, talks favorably
about the company and its products, pays less attention to competing brands and is less sensitive

to price, offers product or service ideas to the company , and costs less to serve than new
customers because transactions are routine.
The link between customer satisfaction and customer loyalty, however, it is not proportional.
Suppose customer satisfaction is rated on a scale from one to five. At a very low level of
customer satisfaction, customers are likely to abandon the company and even bad-mouth it. At
levels two to four, customers are fairly satisfied but still find it easy to switch when a better
offers comes along. At level five, the customer is very likely to repurchase and even spread good
word of mouth about the company. High satisfaction or delight creates an emotional bond with
the brand or company.
A number of methods exist to measure the customer satisfaction viz;
Periodic Surveys: Respondents can also be asked additional questions to measure
repurchase intention and the likelihood or willingness to recommend the company and
brands to others.
Customer Loss rate: Companies can monitor the customer loss rate by contacting
customers who have stopped buying or who have switched to another supplier to learn
why this happened.
In addition to tracking customer value expectations and satisfaction, companies need to
monitor their competitors performance in these areas. For customer-centered companies,
customer satisfaction is both a goal a marketing tool. Companies need to be especially
concerned today with their customer satisfaction level because the Internet provides a
tool for consumers to spread bad word of mouth-as well as good word of mouth-to the
rest of world.


RESEARCH METHODOLOGY
The purpose of this section is to describe the research procedure. This includes the
overall research design (type of research), sampling techniques, sample size, sample description,
instrumentation techniques, actual collection of data, plan of analysis and field work.

TITLE OF THE STUDY
The title of the study is A study of Customer Satisfaction towards Reliance
Telecommunications in Bangalore city
The objective of the survey is to identify key areas of concern in order to satisfy the existing
customers better in the future as well as to determine their satisfaction level with the current
service.

STATEMENT OF THE PROBLEM
Knowing the problems which the customers are facing at present with the service of Reliance
GSM respectively, the importance they attach on various parameters, the customers rating on the
same parameters, the customers attitude towards the service in general helps in devising an
appropriate marketing strategy to retain the existing customers and ultimately grab a good
market share in the current market. A study of these aspects would enable the company to better
serve its existing customers and hence would improve the overall performance.
Hence the survey of Customer Satisfaction towards Reliance Telecommunications in
Bangalore city is undertaken.

The main aim of this project is to study the customer satisfaction regarding the GSM service, the
problems faced by the customers in various areas and their general attitude towards the services.


OBJECTIVES OF THE STUDY
To identify the variables affecting customer satisfaction towards telecommunication
services.
To study and analyze the major reasons for the customers to choose Reliance tele
connection.
To study and analyze the factors affecting customer satisfaction towards Reliance
telecom.
To study and analyze various areas of improvement towards better
customer satisfaction.
To provide suggestions for improvement of customer satisfaction

SOURCES OF DATA
The data collected for this study was collected from various sources. They were mainly
collected from both the primary and secondary sources.

Primary data
Data from primary source was collected through structural questionnaires.
The questionnaire was the major source of data. The raw data was assimilated and edited before
tabulation. The data was further organized, processed and tabulated.
Secondary data
Secondary data was collected from the company database.

THE SAMPLING UNIT
All the corporate customers of Reliance in Karnataka were considered as the sample unit.

THE SAMPLE SIZE
For GSM service, the sample size was 50 people in Bangalore City.


OPERATIONAL DEFINITION OF THE CONCEPT

Satisfaction
Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a
products perceived performance (or outcome)in relation to his or her expectations.
ANALYSIS
The data collected from the respondents were organized, processed and tabulated. The
tables thus obtained were analyzed with the help of statistical techniques in order to interpret
data and draw conclusions.

FIELD WORK
The field work was conducted in Bangalore City. Interviews were conducted for customers
who have corporate connections with Reliance either telephonically or by taking appointments.
LIMITATIONS OF THE STUDY
Due to the short period of time and cost involvement being high, the study was confined to
Bangalore city only
Since all the respondents are corporate customers, most of them did not have much time to
elaborate things and as such most of them gave hurried replies.
The finding of the study was based on the assumption that information provided by the
respondents is correct and the findings were substantially based of the information given by
the respondents.
Also the sample size of 50 may not truly represent the whole population.


Data Analysis and Interpretation

Table 1: Table showing the purpose of buying Reliance Telecommunication.

Dimensions
No of
respondents
of respondents
Influenced by ads 20
40
Good service 10
20
Less price 5
10%
Influenced by family and friends 15
30
Total 50
100

Analysis:

From the above table it can be analyzed that majority of the customers think the reason for
buying the reliance telecom is due to less price, some customers are majorly influenced by ads,
and few customers are influenced by family and friends, the rest of the customers think its due to
good service.

Graph 1: Graph showing what made people buy Reliance telecommunication


Inference:
From the above analysis it can inferred that most of the customers buy reliance tele
communication for its less pricing, and few customers are influenced by ads, family and friends.

40%
20%
10%
30%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Influenced by
ads
Good service Less price Influenced by
family and
friends
pecentage of rspondents
pecentage of rspondents

Table 2: Table showing awareness of Reliance telecommunication services.

Awareness
No of
respondents
% of
respondents
T V commercials 21 42
Press Ads 14 28
Outdoor hoardings 6 12
Friends and family 7 14
Others 2 49
Total 50 100

Analyis:

From the above table it can be analyzed that, equal ratio of customers are aware about
reliance telecommunication through T.V. commercials and by family and friends and rest of the
customers are aware through Press ads and Outdoor hoardings.

Graph 2: Graph showing how people got to know about Reliance
Telecommunication


Inference:

From the above analyis it can be inferred that, predominantly most customers are aware
through T.V medium and family and friends.

42
28
12
14
49
0
10
20
30
40
50
60
T V commercialsPress Ads Outdoor hoardings Friends and familyOthers
% of respondents
% of respondents

Table 3: Table showing customers usage period of Reliance tele connection.

Years No of respondents Percentage
<1 month 0 0
1-6 months 9 18
6months-1year 14 28
1-2years 13 26
>2 years 14 28
Total 50 100

Analysis:
From the above table it can be analyzed that, equal ratio of customers i.e. 28% of them are
using the conection since 1-6months and more than 2 years, 26% of customers usage period is 1-
2 years and 18% of customers are using the connection since 1-6 months, there exists from the
sample observed, no one isnt using less than a month.

Graph3: Graph showing since how long they are using Reliance connection.


Inference:
From the above anlysis made it can be inferred that, predominantly most customers usage
pattern of the connection is since 6months and more than 2 years.

0
18
28
26
28
0
5
10
15
20
25
30
Percentage of respondents

Table 4: Table showing other connection used before reliance tele connection.

Other connections No of
respondents
% of
respondents
BSNL 12 24
Vodafone 18 36
Airtel 12 24
Idea 8 16
Others 0 0
Total 50 100

Analysis:
From the above table it can be analyzed that, most of customers previously used Vodafone as
well as BSNL and Airtel, and few customers have used idea.

Graph 4: Graph showing other connection previously used by Reliance customers


Inference:
From the above analysis made it can be inferred that, most customers have shifted from
Vodafone to reliance which shows the reliability and quality of service offered by Reliance.

24
36
24
16
0
0
5
10
15
20
25
30
35
40
BSNL Vodafone Airtel Idea Others
% of respondents
% of respondents

Table 5: Table showing satisfaction level of the customers.

Dimensions No of responses Percentage
Highly satisfied 6 12
Moderately satisfied 29 58
Neutral 12 24
Moderately dissatisfied 2 4
Highly dissatisfied 1 2
Total 50 100

Analysis:
From the above table it can be analyzed that, it shows 58% of the customers are
moderately satisfied, 12% of the customers are highly satisfied, 24% are neither satisfied nor
dissatisfied, 4% of the customers are moderately dissatisfied and 2% customers are highly
dissatisfied the weighted average for satisfaction level of customers is 3.74.


Graph 5: Graph showing satisfaction level of customers.

Inference:
From the above analysis made it can be inferred that, the customers are not even
moderately satisfied with the reliance connection but around 70% customers are satisfied.

12
58
24
4
2
0
10
20
30
40
50
60
70
Highly
satisfied
Moderately
satisfied
Neutral Moderately
dissatisfied
Highly
dissatisfied

Table 6: Table showing opinion of the customers regarding service quality of reliance tele
communications.

Dimensions No of respondents Percentage
Very high quality 3 6
High quality 21 42
Average 23 46
Low quality 3 6
Very low quality 0 0
Total 50 100

Analysis:
From the above table it can be analyzed that, 46% of customers opinion is that service quality
is average, 42% of customers think the service quality is high, only 6% think service quality is
very high and rest think that it is of low quality and the weighted average regarding service
quality is 3.48.


Graph 6: Graph showing service quality of reliance telecommunication

6
42
46
6
0
0
5
10
15
20
25
30
35
40
45
50
Very high
quality
High quality Average Low quality Very low
quality

Inference:
From the above table it can be inferred that the service quality of Reliance is not of high
quality.

Table 7: Table showing rating of current services.

Parameters Network
Coverage

Customer
Care

Billing

Information
on Tariffs

Very Good
(5)
14 7 5 7
Good (4) 24 16 20 29
Average (3) 9 17 16 11
Poor (2) 2 10 5 3
Very Poor
(1)
1 0 4 0

Graph 7: Graph showing rating of various services

Calculation of Weighted Average:

Network Coverage : 14(5) + 24(4) + 9(3) + 2(2) + 1(1) /50 = 3.96
Customer support care: 7(5) + 16(4) + 17(3) + 10(2) + 0/50 = 3.4
Billing: 5(5) + 20(4) + 16(3) + 5(2) + 4(1) /50 =3.34
Information on tariffs: 7(5) + 29(4) +11(3) + 3(2) +0/50 =3.8

Analysis:
Following is the list of parameters that are considered for this assessment.

Sl. No. Parameters Wt.Avg
1 Network coverage = 3.96
14
24
9
2
1
7
16
17
10
0
5
20
16
5
4
7
29
11
3
0
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Very Good
(5)
Good (4) Average (3) Poor (2) Very Poor
(1)
Information on tariffs
Billing
Customer care
Network coverage

2 Customer support = 3.4
3 Billing = 3.34
4 Information on tariffs = 3.8
(Ref: Table 7, Graph 7)
Inference:

From the above analysis it can be inferred that,
Network coverage: was rated mostly as average and it needs further
improvement like wider coverage.
Customer support: Customer support care is not good.
Billing : Billing is average.
Information on tariffs:customers have rated average and not good.

Table 8: Table showing service expectations met.
Dimensions No of responses Percentage
Always (5) 8 16

Most of the time (4) 24 48
Sometimes (3) 13 26
Rarely (2) 5 10
Never (1) 0 0
Total 50 100

Analysis:
From the above table it can be analyzed that, 48% of the customers feel most of the time service
meets their expectation,16% of them think service always meets their expectations 26% of the
customers feel it sometimes meets their expectations rest think it rarely meets their expectations
and the weighted average for service expectations met is 3.7 .


Chart 8: Chart showing service expectations met.

8(5) + 24(4) + 13(3) + 5(2) + 0/50 = 3.7

Inference: From the above analysis it is inferred that the service most of the time does not meet
the expectations .

16
48
26
10
0
0
10
20
30
40
50
60
Always (5) Most of the time (4) Sometimes (3) Rarely (2) Never (1)

Table 9: Table showing Problems faced by the customers.
Parameters Network
Coverage
Customer
Care
Billing Information
on Tariffs
Always (1) 2 2 5 1
Most of the
times (2)
6 7 1 4
Sometimes
(3)
17 21 18 9
Rarely (4) 15 15 20 24
Never (5) 10 5 6 12

Graph 9: Graph showing problems faced by the customers.


Network Coverage : 2(1) + 6(2) + 17(3) + 15(4) + 10(5) /50 = 3.5
Customer support care: 2(1) + 7(2) + 21(3) + 15(4) + 5(5) /50 = 3.28
Billing: 5(1) + 1(2) + 18(3) + 20(4) + 6(5) /50 = 3.42
Information on tariffs: 1(1) + 4(2) + 9(3) + 24(4) + 12(5) /50 = 3.84

Analysis: Following is the list of parameters that are considered for this assessment.

Sl. No. Parameters Wt.Avg
1 Network coverage = 3.5
2 customer support = 3.28
3 Billing = 3.42
4 Information on tariffs = 3.84
2
6
17
15
10
2
7
21
15
5
5
1
18
20
6
1
4
9
24
12
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Always (1) Most of the
times (2)
Sometimes
(3)
Rarely (4) Never (5)
Information on Tariffs
Billing
Customer Care
Network Coverage

Inference:
Network Coverage: Customers faced this problem sometimes and it needs
further improvement like wider coverage constantly.
Customer Support: Customers most sometimes faced problems regarding
customer care. Further improvement is required in this area.
Billing: Customers sometime face problems regarding Billing.
Information on tariffs and schemes: Customers sometime face problems
regarding Information on tariffs and schemes.

Table 10: Table showing the comparison of Reliance tariffs with other brands.


Certainly better (5) 10 20
Somewhat better (4) 26 52
Same (3) 12 24
Somewhat worse (2) 2 4
Certainly worse (1) 0 0
Total 50 100

Analysis:
From the above table it can be anlayzed that, 52% customers think reliance tarrifs are to an
extent better than other conncetions,24% think they are the same , 20% customers think that they
are certainly better than other conncetions and the weighted average for comparing reliance
tariffs with other brands is 3.88 .


Chart 10: Chart showing comparing Reliance tariffs with other brands.

10(5) + 26(4) + 12(3) + 2(2) + 0/50 = 3.88

Inference:
From the above analysis it can be inferred that, the tariffs of reliance are same as other brands.

20
52
24
4
0
0
10
20
30
40
50
60
Certainly
better
(5)
Somewhat
better
(4)
Same
(3)
Somewhat
worse
(2)
Certainly
worse
(1)

Table 11: Table showing customer response to increase in tariff plan.

Shift to different brand 25 50
Will be using the same 10 20
Switch to different plan in
same brand
15 30
Total 50 100

Analysis:
From the above table it can be analyzed that, 50% of the customers shift to different brand when
tariff charges are increased, 30% of the customers switch to different plan in the same brand, and
20% will be using the same.


Chart 11: Chart showing customer response to increase in tariff plan.

Inference:
From the above analysis it can be inferred that, most of the customers shift there preference to
different connections when there is increase in tariff charges.
50
20
30
0
10
20
30
40
50
60
Shift to
different brand
Will be using
the same
Switch to
different plan in
same brand

Table 12: Table showing whether customers would recommend reliance connections to others.

Response No of respondents Percentage
Yes 33 66
No 17 34
Total 50 100

Analysis:
From the above table it can be analyzed that 66% of the customers are willing to
recommend reliance communication to others, 33% of customers are not willing.

Chart 12: Chart showing how much percent customers would recommend reliance connection.

Inference:
A good number of customers are happy with the service and hence they would suggest
the service to others-friends and family.

Table 13: Table showing problems resolved to complete satisfaction, when contacted companies
customer care service.

Yes,by the co or its
representatives
20 40
Yes, by me someone outside the
company
5 10
66
34
0
10
20
30
40
50
60
70
Yes No
Percentage
Percentage

No, the problem was not
resolved
17 34
No problem/No Contact with
the customer service
8 16
Total 50 100

Analysis:
From the above table it can be analyzed that 40% of the customer say the problems faced
by them are resolved by the company and its representatives, 34% say the problems are not
resolved, 16% say they dont have any problem with the customer care and 10% say it was
solved by the represtatives outside the company.

Chart 13: Chart showing problems when contacted customer care.


Inference:
From the above analysis it can be inferred that the customer services helped them to solve
their problems.

40
10
34
16
0
5
10
15
20
25
30
35
40
45
Yes,by the co or its representatives Yes, by me someone outside the company No, the problem was not resolved No problem/No Contact with the customer service

Table 14: During your visit to Reliance tele communication branch office do you find the?

Dimensions
Yes No
Atmosphere neat & clean 44 31
Servicing prompt & courteous 6 19

Analysis:
From the above table it can be analyzed that most of the customers feel that the
atmosphere is clean and services are prompt and courteous.

Graph 14: Graph showing percentage of Atmosphere & Prompt service.

Inference:
From the above table it can be inferred that, the atmosphere at the office is excellent and need
to improve upon the services at times.

Table 15: Table showing customer willingness to purchase reliance connection again.

Definitely will (5) 8 16
Probably will (4) 12 24
Might or might not (3) 21 42
Probably will not (2) 6 12
44
6
31
19
0
5
10
15
20
25
30
35
40
45
50
Atmosphere neat & clean Servicing prompt & courteous
Yes
No

Definitely will not (1) 3 6
Total 50 100

Analysis:
From the above table it can be analyzed that, 42% of the customers are neutral about buying
the conncetion ,24% of the customers probably will purchase the connection ,16% customers atre
happy and will purchase and rest of the customers will not purchase the conncetion again and
the weighted average is 3.32.

Chart 15: Chart showing will they purchase reliance connection again.

Inference:
From the above table it can be inferred that, customers might or might not purchase reliance
connection again.
Table 16: Table showing continuity of usage.
16
24
42
12
6
0
5
10
15
20
25
30
35
40
45
Definitely will
(5)
Probably will
(4)
Might or might
not (3)
Probably will
not (2)
Definitely will
not (1)
Percentage
Percentage

Will you continue to use
RTC
No of respondents Percentage
Yes 40 80
No 10 20

Analysis:
From the above table it can be analyzed that 80% of customers are satisfied and would
continue to use the connection, 20% of customers are dissatisfied and are not willing to use the
connection.

Chart 16: Chart showing continuity of usage.

Inference:
From the above analysis it can be inferred that, predominantly most customers are
satisfied and would continue using Reliance tele communication.
80
20
0
10
20
30
40
50
60
70
80
90
Yes No
Percentage
Percentage

SUMMARY OF FINDINGS

The responses collected through the questionnaire has been tabulated and analysed and
the relevant findings and observations are presented below:

It was found that most of the customers buy reliance tele connection for its less pricing,
and few customers are influenced by ads, family and friends.
It was found that, predominantly most customers got to know about RTC through T.V
medium and family and friends.(ReferenceinTable 2,Graph 2)
It was found that customers of RTC were using service from 6months to 1 year and more
than two years.(Reference in Table 3, Graph 3)
It was found that most customers have shifted from Vodafone to reliance which shows
the reliability and quality of service offered by Reliance. (Reference in Table 4, Graph 4)
It was found that, the customers are not even moderately satisfied with the reliance
connection and the weighted average for satisfaction level of customers is 3.74
(Reference in Table 5,Graph 5)
It was found that, the service quality is not high and the weighted average regarding
service quality is 3.48. (Reference in Table 6 ,Graph 6)
It was found that the weighted average for rating current services Network coverage was
3.96 rated mostly as average and it needs further improvement like wider coverage. For
Customer support the weighted average was 3.4 is not very good. For Billing the
weighted average was 3.34 is average. For Information on tariffs the weighted average
was 3.8 and customers have rated average and not good. (Reference in Table 7, Graph 7)

It was found that the weighted average was 3.7 and the service most of the time does not
meet the expectations only 48% of the customers feel that most of the time service meets
their expectation. (Reference in Table 8, Graph 8)
It was found that the weighted average for rating problems faced on Network coverage
was 3.5 and faced problems sometimes. For Customer support the weighted average was
3.28 and faced problems sometimes. For Billing the weighted average was 3.42 and faced
problems sometimes. For Information on tariffs the weighted average was 3.84 and faced
problems sometimes. (Reference in Table 9, Graph 9)
It was found that the weighted average was 3.88 and tariffs of reliance are same as other
brands but around 72% customers feel it is better than other connections. (Reference in
Table 10, Graph 10)
It was found that, most of the customers shift to different service providers when there is
increase in tariff charges. (Reference in Table 11,Graph 11)
It was found that customers were satisfied with RTC and would recommend it to others.
(Reference inTable 12, Graph12)
It was found that the services in reliance telecommunication branch office need to be
improved. (Reference inTable 14, Graph 14)
It was found that, the weighted average was 3.32 and customers might or might not
purchase reliance connection again but around 40% of customers will purchase the
connection again. (Reference in Table15, Graph 15)
It was found that 80% of the customers are willing to continue to use RTC.
(Reference in Table 16, Graph 16)


SUGGESTIONS
Network coverage should be improved in certain areas outside bangalore where network
coverage problems occur quite frequently. (Finding No. 6, 7, 9)
Customer care service should be improved and the employee need to be trained properly
to handle situations in a more efficient and effective manner also complaints should be
followed up more quickly and time lag t reach the customer care should be reduced as
many customers are annoyed by the long waiting time.
(Finding No. 7, 9)
It is better to inform about tarrifs and schemes to customers through bills.(Finding No.
9,10)
Some of the customers complained about the quality international roaming. So resources
should be utilised to solve this problem as corporate customers often go abroad for
business purposes.
Prompt service need to be provided to the customers when they contacted the branch
offIce. (Finding No. 13)

Reliance should stick to their strategy of being a low cost player since most of the
customers seems to prefer Reliance because of the benefits they get through recharge.
It is important to serve the existing customers well in order to get more business from
them in the future.Improve the customer base so as to become the market leader.

CONCLUSION
From the findings of the research it is clear that few of the reliance GSM customers are quite
dissatisfied with the network coverage and the customer support care and also it was found that
majority of the customers are not well informed with relevant information such as tariffs and
schemes.
It is very important that existing customers are served well in order to get more business from
them in the future keeping in mind the new players coming in the market.
Since most of the customers are satisfied with the current service, it is imperative that their needs
ant the problems they are facing are acted upon quickly so that they stick on to the service in the
future as well. So there is a need to interact more with them so that their problems and
expectations are found out at the earliest in order to take necessary action.

So in order to retain the existing customers and also to gain market share in the future,
reliance should first attend to areas of concern at present and interacting more with them.

Annexure
Questionnaire
I am doing a project on Customer Satisfaction towards Reliance Telecommunication. I request
you to give your valuable time for filling this questionnaire to do my Project Work.
Name: Mr. /Mrs.
Gender:
Male
Age:
Female
Occupation:
Phone no:

1) What made you to Buy Reliance Tele connection?

a) Influenced by advertisement b) Good Service
c) Less Price d) Influenced by family & friends

2) How did you get to know about Reliance Telecommunication Services?
a) T.V.Commercials b) Press ads c) Outdoor Hoardings
d) Friends& Family e) others (specify)

3) Since how long are you using Reliance tele connection? a) Less than 1month
b) 1-6 months ` c) 6months to 1year d) 1 to 2 years e) More than 2 years

4) Which other Connection have you used before? a) BSNL b) Vodafone
c) Airtel d) Idea e) Others

5) How satisfied are you with Reliance tele connection?
a) Highly satisfied b) moderately satisfied c) Neutral d) Moderately
dissatisfied e) highly dissatisfied

6) Please rate your overall opinion about the Service Quality of Reliance Telecommunication
service:
a) Very high Quality b) High Quality c) Average d) Low Quality
e) Very low Quality

7) Rate the Current Service:
Services Very good Good Average Poor Very poor
Network
Coverage

Customer
Support/Care

Billing
Information
on Tariffs


8) Does the Service meet your expectation? a) Always
b) Most of the time c) Sometimes d)
Rarely e) Never

9) How often do you face problems regarding
Services Always Most of the
times
Sometimes Rarely Never
Network
Coverage

Customer
Support/Care

Billing
Information
on Tariffs

10) Compare to other brands that are available, would you say that the tariffs from Reliance are:
a) Certainly better
b) somewhat better c) Same d) somewhat worse e) Certainly worse

11) If the price of tariff charges increases then what would you do? a) Shift to different brand
b) Will be using the
same c) Switch to different
plan in same brand

12) How likely are you to recommend Reliance Tele communications to others?
a) Yes b) No

13) If you contacted Companys Customer Care Service anytime, were all the problems resolved
to your complete satisfaction? a) Yes, by the Company or its representatives.
b) Yes, by me someone outside the company.
c) No, the problem was not resolved.
d) No problem / No Contact with the customer service.

14) During your visit to Reliance Tele communication branch office do you find the
Atmosphere neat & clean Yes No Servicing
prompt & Courteous Yes No

15) Will you purchase Reliance connection again? a) Definitely will
b) Probably will c) might or might not d) Probably will not e) definitely will not


16) Will you continue to use Reliance Telecommunication? a) Yes
b) No

Thank you for your valuable time and effort in filling the questionnaire.


EVOLUTION OF COMMUNICATIONS IN INDIA



BIBLIOGRAPHY

BOOKS

RESEARCH METHODOLOGY: --C.R.KOTHARI

MARKETING MANAGEMENT: ---PHILIP KOTLER

MARKETING RESEARCH: ---GARY ARMSTRONG

WEBSITE:
WWW.RWORLD .COM
WWW.GOOGLE.COM

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