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CURRICULUM
AIMT, DM0847
E-MAIL: pgpcell@accurate.in
CERTIFICATE
This is to certify that the project report study of “CONSUMER BUYING BEHAVIOR
TOWARDS MOBILE PRE-PAID PRODUCTS AND HANDSET MODELS” submitted to
ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGY, GREATER NOIDA by
MANISH KUMAR SAHOO in partial fulfillment of the requirement for the award of post
graduate diploma in management is an original work carried out by the below mentioned student
under the guidance and supervision of the below mentioned guide. This work has not been
submitted anywhere else for any degree/diploma under my signature. The original work was
carried out during 1ST MAY TO 30TH JUNE 2009 in RELIANCE COMMUNICATION
Dated: ______________________________
Dated: ______________________________
ACKNOWLEDGEMENT
The satisfaction and euphoria that accompany the successful completion of any task would be
incomplete without the mention of the people who made it possible and constant guidance and
If words are considered to be signs of gratitude, then let these words convey the very same my
sincere gratitude to the entire team of RELIANCE COMMUNICATION for providing me with
an opportunity to work with the organization and giving me necessary directions on doing this
I wish to express my deep sense of gratitude to my project mentor Mr. Prasanjit Das Senior
Manager at Reliance Communication and Mr. Abhishek Roy Marketing executive for guiding
me through this whole project and also smoothened most hurdles that I faced during the course
of the project.
My special thanks to Mr. Latil Surin Marketing executive for his kind support to make this
project successful.
I would also like to express my thanks to my project guide Prof. Nidhi Khurana of Accurate
Institute of Management and Technology Grt. Noida for guiding me throughout the project.
Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents for
their blessings, my friends/classmates for their help and wishes for the successful completion of
this project.
DECLARATION
I, Manish Kumar Sahoo, do hereby declare that this report entitled: “CONSUMER BUYING
has been carried out by me under the guidance of “Prof. Nidhi Khurana”, professor in
GREATER NOIDA. The project is completed as per the norms prescribed by the Accurate
Management Centre and the same work has not been copied from any source directly without
acknowledging for the part/section that has been adopted from published/non –published works.
I further declare that the information presented in this project is true and original to the best of
my knowledge.
Date:
EXECUTIVE SUMMARY
The concept of “buying behavior” is of prime importance in marketing and has evolved over the
years. It is important to understand consumer buying behavior as it plays a vital role in creating
The human wants are unlimited and always expect more and more. Mobile pre-paid products and
Mobile handsets are no exception to this behavior. This lead to constant modifications of Mobile
pre-paid products and mobile handsets and today we see lots of pre-paid products and new
In this research study my findings gave me a through insight of consumer buying behavior
I found that consumers consider various parameters while buying a mobile operator and mobile
handsets.
Factors such as better connectivity, attractive tariff and low entry cost plays an important role in
influencing a customer for opting any network similarly price, functions availing and long
battery backup are considered very important factors for a customer before buying a handset
model.
The study also helps me to know what are the major factors of dissatisfaction among the people
On the whole, the market is a very important place to study the behavior of consumers and also
Provide useful insights what a consumer requires in a product. It is only through research that an
INTRODUCTION
INDIAN TELECOM SCENARIO- AT A GLANCE
The Indian Telecommunications network with 429.72 million for the quarter ending March 2009
is the fifth largest in the world taking the teledensity up to 36.98 and is the second largest among
Today, it is the fastest growing market in the world and represents unique opportunities for U.S.
companies in the stagnant global scenario. The total subscriber base is expected to reach 500
India had 109.7 million rural mobile subscribers at the end of the first quarter, up by 18 percent
Despite the global economic slowdown India’s mobile phone market continues to be unaffected
by the economic slowdown, with 11.9 million new mobile subscribers in April 2009. That’s a 45
percent greater increase than in the same month last year.
The wireless technologies currently in use are Global System for Mobile Communications
(GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA
operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000
towns across the country.
List of GSM operators operating in INDIA. List of CDMA operators operating in INDIA.
1851 First operational land lines were laid by the government near
Calcutta (seat
of British power)
1932 Merger of ETC and IRT into the Indian Radio and Cable
Communication
Company (IRCC)
metropolitan areas.
adopted.
BSNL:
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN,
VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the
largest public sector unit in India. BSNL has more than 2.5 million WLL subscribers and 2.5
million Internet Customers who access Internet through various modes viz. Dial-up, Leased
Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP
in the country. Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26
billion) for last financial year. The infrastructure asset on telephone alone is worth about
Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts
and innovations to its credit, ranging from being the first mobile service in Delhi, first private
basic telephone service provider in the country, first Indian company to provide comprehensive
telecom services outside India in Seychelles and first private sector service provider to launch
National Long Distance Services in India. Bharti Tele-Ventures Limited was incorporated on
July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate
telecom services across India. Bharti’s operations are broadly handled by two companies: the
Mobility group, which handles the mobile services in 16 circles out of a total 23 circles across
the country; and the Infotel group, which handles the NLD, ILD, fixed line, broadband, data, and
satellite-based services. Together they have so far deployed around 23,000 km of optical fiber
cables across the country, coupled with approximately 1,500 nodes, and presence in around 200
TATA TELESERVICES:
Tata Teleservices is part of the Tata Group. Tata Teleservices spearheads the Group’s
presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch
The company acquired Hughes Telecom (India) Limited [now renamed Tata Teleservices
(Maharashtra) Limited] in December 2002. With a total Investment of Rs 19,924 Crore, Tata
Teleservices has created a Pan India presence spread across 20 circles that includes Andhra
Pradesh, Chennai, Gujarat, J & K, Karnataka, Delhi, Maharashtra, Mumbai, North East, Tamil
Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar
Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company is the market
leader in the fixed wireless telephony market with a total customer base of over 3.8 million.
RELIANCE COMMUNICATION:
Dhirubhai Ambani controls 66.77 per cent of the company, which accounts for more than 1.36
billion shares. It is the flagship company of the Reliance-Anil Dhirubhai Ambani Group,
comprising of power (Reliance Energy), financial services (Reliance Capital) and telecom
existing CDMA mobile services, and GSM-900/GSM-1800 technology for its existing/newly
RelCom is also into Wireline Business throughout India and has the largest optical
fiber communication (OFC) backbone architecture [roughly 110,000 km] in the country. On the
30th December 2008, Reliance Communications became the first telecom operator in the history
Andhra Pradesh, Chennai, Delhi, Gujarat, Haryana, Jammu & Kashmir, Karnataka, Kerala,
Madhya Pradesh (excluding East Madhya Pradesh and Chhattisgarh ), Maharashtra, Mumbai,
Punjab, Rajasthan, Sharjah, Tamil Nadu, Uttar Pradesh(East & West) thereby establishing itself
as a pan-India operator.It already operates GSM services in 8 circles namely Assam, Bihar,
Himachal Pradesh, Kolkata, Madhya Pradesh, North Eastern states, Orissa, West Bengal.
AIRCEL:
Aircel is a mobile phone service provider in India. It offer both prepaid and postpaid GSM
Assam, North East India, Orissa, West Bengal (including Kolkata), Jammu and Kashmir, Bihar,
Karnataka, Kerala, Himachal Pradesh & Mumbai. Aircel was founded by NRI businessman
Berhad of Malaysia and Apollo Hospital Enterprise Ltd of India. It is India’s seventh largest
GSM mobile service provider with a subscriber base of over 18 million. It has a market share of
6.3% among the GSM operators in the country. As on date, Aircel is present in 17 telecom
circles (including Assam, Bihar, Himachal Pradesh, Jammu & Kashmir, Kerala, North East,
Orissa, Tamil Nadu, Karnataka, West Bengal, Delhi) and with licences secured for the remaining
10 of the 23 telecom circles, the company plans to become a pan-India operator by 2009.
(DoT) to provide International Long Distance (ILD) and National Long Distance (NLD)
IDEA CELLULAR:
Idea Cellular is a wireless telephony company operating in various states in India. It initially
started in 1995 as a joint venture among the Tatas, Aditya Birla Group and AT&T by merging
"'Wings Cellular'" operating in Madhya Pradesh, Uttar Pradesh (UP) West, Rajasthan and Tata
Initially having a very limited footprint in the GSM arena, the acquisition of Escotel in 2004
gave Idea a truly pan-India presence covering Maharashtra, Goa, Gujarat, Andhra
first to offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban
areas.
VODAFONE ESSAR:
Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 23
telecom circles in India. Despite the official name being Vodafone Essar, its products are simply
branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughout
Vodafone Essar provides 2.75G services based on 900 MHz and 1800 MHz digital GSM
technology, offering voice and data services in 23 of the country's 23 license areas. It is among
Vodafone Essar is owned by Vodafone 52%, Essar Group,33% and other Indian nationals, 15%.
Virgin Mobile India Limited is a cellular telephone service provider company which is a joint
venture between Tata Teleservices and Richard Branson's Virgin Group. Currently, the company
uses Tata's CDMA network to offer its services under the brand name Virgin Mobile, but it has
also announced plans to foray into the GSM space as well. In May 2007, the Tata Group and the
Virgin Group finalized plans to form a corporate vehicle through which the latter's mobile
service could be launched in India. Since Mobile Virtual Network Operators are not permitted to
operate in India due to the current regulations prevailing there, a 50:50 joint venture model was
adopted.
Virgin Mobile was officially launched on March 2, 2008.
THE COMPANY
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies. It is listed on the National Stock Exchange and the Bombay Stock
Exchange, and is India’s leading integrated telecommunication company with over 80 million
customers. The business encompasses a complete range of telecom services covering mobile and
fixed line telephony. It includes broadband, national and international long distance services and
data services along with an exhaustive range of value-added services and applications wih a
constant endeavour to achieve customer delight by enhancing the productivity of the enterprises
and individuals. It is ranked among Asia's 6 Topmost Valuable Telecom Companies and is
India's foremost truly integrated telecommunications service provider. The company's customer
base of over 31 million including close to 1 million individual overseas retail customers, and is
rated among the Top 10 Asian Telecom companies. Reliance Communications corporate
clientele includes 600 Indian and 250 multinational corporations, and over 200 global carriers.
The company has established a pan-India, next generation, integrated (wireless and wireline),
convergent (voice, data and video) digital network that is capable of supporting best-of-class
services spanning the entire Infocomm value chain, covering over 6000 towns and 3,00,000
villages. Reliance Communications owns and operates World's largest next generation IP
enabled connectivity infrastructure, comprising over 150,000 kilometers of fibre optic cable
systems in India, USA, Europe, Middle East and the Asia Pacific region. The company's
subsidiary, FLAG Telecom owns World's largest private undersea cable system, spanning
65,000 kilometers connects the top business centers in developed and emerging markets across 6
continents.
Reliance Communications has interests in Direct To Home (DTH) TV also, known as "Big TV".
It plans to launch its DTH business by July 2008. Once launched, RelCom will have presence
across all B2C communications channel in one of the fastest growing markets in the world.
On the 30th December 2008, Reliance became the first telecom company in India to operate in
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
MISSION:
• To attain global best practices and become a world-class communication service provider
guided by its purpose to move towards greater degree of sophistication and maturity.
• To work with vigor, dedication and innovation to achieve excellence in service quality,
• To be a responsible corporate citizen nurturing human values and concern for society, the
• To promote a work culture that fosters individual growth, team spirit and creativity to
• To uphold the guiding principle of trust, integrity and transparency in all aspects
BROAD OF DIRECTORS
• Prof. J Ramachandran
• Shri A.K.Purwar
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 limited.
He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and
Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally involved
He is credited with having pioneered a number of path-breaking financial innovations in the Indian
capital markets. He spearheaded the country’s first forays into the overseas capital markets with
international public offerings of global depositary receipts, convertibles and bonds. Starting in 1991,
he directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year
2000 10-May
Optic fibre laying process commences in Gujarat, Andhra Pradesh & Maharashtra
2001 1-May
First Media Convergence Node made "Ready for Electronics" at Jaipur
2002 15-Jan
First Base Transceiver Station (BTS) made "Ready for Electronics"
25-Feb
Obtains International Long Distance License from Govt. of India
22-Dec
Commissions 1st Optic Fibre Backbone ring
24-Dec
Establishes 1st Point of Interconnect (POI) in New Delhi
27-Dec
Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates Reliance
Infocomm
Hon'ble Union Minister for Parliamentary Affairs, Information Technology and
2003 15-Jan
Introduces Dhirubhai Ambani Pioneer Offer for Reliance IndiaMobile service
14-Feb
Launches Reliance WebWorld in top 16 cities
31-Mar
Launches International Long Distance Services
3-Apr
Commissions all backbone rings
25-Apr
Introduces colour handsets
1-May
Launches Reliance IndiaMobile Service commercially in top 92 cities
with one million customers.
10-Jun
Launches India's first wireless Point of Sale (POS)
1-Jul
Introduces "Monsoon Hungama" Offer: Instant multimedia mobile phone and
commercial launch
3-Nov
Customer base touches 5 million
12-Nov
Migrates to Unified License Regime
16-Nov
Launches National Roaming
21-Nov
Launches International SMS to 159 countries launched
19-Dec
Adds 4500th Contact Centre Executive
Contact Centre becomes the largest such facility deployed by any single Indian
Service Provider
2004 12-Jan
International wholesale telecommunications service provider, FLAG Telecom
Infocomm
9-Feb
Launches RIM Prepaid with attractive offer - For Rs 3500 get a Motorola C131
mobile phone and Rs 3240 worth of re- charge vouchers instantly and stay connected
for 1 year
17-Feb
Reliance subsidiary Flag Telecom announces FALCON Project - a major new
Middle East Loop Terabits Submarine Cable System with links to Egypt and Hong
networks
23-Apr
Reliance Infocomm introduces first ever auction facility on Mobile phones through
R World.
27-May
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.
8-Jun
Reliance Infocomm introduces World Card - a Prepaid International calling card for
IndiaMobile
12-Oct
Mukesh Ambani voted the world’s most infuential telecom person by UK-based
2005 4-Jan
Reliance introduces first e-recharge facility in CDMA in India.
24-Jan
Reliance IndiaMobile announces mega rural plan to cover 4 lakh villages and 65
Reliance WebWorld
11-Aug
XLRI's Post-Graduate Certificate programme in Logistics Supply Chain
6-Sep
Reliance Infocomm tied-up with the Bombay Stock Exchange to make available live
Wales enabling callers to make high-quality calls to India from any landline or
Conferencing services.
12-Nov
Reliance Infocomm hosts the 4th global CDMA Operators Summit.
22-Nov
Reliance Infocomm joins hands with Indian Airlines to offer India's first mobile
more talk time on prepaid recharges of Rs 315 denomination and above and much
more.
12-Dec
Reliance Infocomm and China Telecom sign agreement for telecom services to
2006 1-Jan
Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance
group, lists on the Bombay Stock Exchange and National Stock Exchange.
21-Mar
Reliance Infocomm introduces R World in Hindi to become the world's first operator
to offer mobile data services in more than one language on the same handset. This
will make it possible for millions of Indians to access the popular R World with
23-Mar
Reliance-Anil Dhirubhai Ambani Group signs up Indian cricket's whiz kid and
heartthrob of millions Mahendra Singh Dhoni as the brand ambassador for Reliance
enabling its mobile users to send voice messages to not only other mobiles but also
2007 January 10
majority
January 30
Search Jobs & Classified Ads from Reliance Mobile World - Reliance Communications
Reliance World Offers Program to Help Students ’Crack Admissions in Colleges Abroad’
March 23
Booking train ticket from Reliance Mobile Phones becomes more easy now… with ITZ
Cash Cards
April 4
Reliance Communications ties up with SUN TV to offer video streaming of all SUN TV
Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per
minute
May 14
RCOM kick starts world's fastest and largest rural infrastructure rollout on World
Telecom Day.
May 18
Reliance Communications ties up with Cisco to launch Business Internet Services for
SMEs in Pune
July 4
contract
July 12
Infrastructure Limited
July 19
RCOM join hands with Yatra.com for air and hotel bookings
August 20
Reliance Communications , the official global partner for the first edition of ICC Twenty
20 World Cup Championship 2007 in South Africa unveils the coveted Trophy in
Mobile World
September 18
Fair & Lovely Scholarship on Reliance Mobile World is winner at the MMA awards,
USA
November 27
Reliance Communications adjudged World’s Top CDMA Operator at the Global CDMA
Yahoo partners with Reliance Communications to provide Yahoo One Search for its
CDMA and GSM customers.
January 31
RCOM's Q 3 Net Profit increases by 48.5% and Revenues Up by 29.8 %. Remains the
RCOM’s subsidiary Infratel files Draft Red Herring Prospectus with SEBI
February 5
Reliance Mobile strengthens its religious content portfolio on Mobile by tie-up with
Sadhana TV
February 14
HDFC Bank ties up with RCOM, turns every Reliance Mobile into a credit card
February 27
Globalcom”
Reliance Communications forays into International Mobile Market with GSM License in
Uganda.
March 3
Revenues higher by 31.8% to Rs.19, 068 crore (US$ 4,765 million) and EBIDTA
increases by 43.3% to Rs.8, 199 crore (US$ 2049 million)
May 12
Reliance Communications and Alcatel form Joint Venture to offer Managed Network
Reliance Communications (RCOM) announces its financial results for the first quarter
ended June 30, 2008. Net Profit up by 23.9% to Rs. 1,512 crore (US$ 352 million)
PRODUCTS
• Classic Range of Handsets
• LG Range of Handsets
• BlackBerry
• World Roaming
• Rural Telephony
• Broadband
LITERATURE REVIEW
In 1994, the Government announced the National Telecom Policy which defined certain
services at reasonable prices, ensuring India's emergence as major manufacturing / export base of
telecom equipment and universal availability of basic telecom services to all villages. It also
announced a series of specific targets to be achieved by 1997. As against the NTP 1994 target of
provision of 1 PCO per 500 urban population and coverage of all 6 lac villages, DoT has
achieved an urban PCO penetration of 1 PCO per 522 and has been able to provide telephone
coverage to only 3.1 lac villages. As regards provision of total telephone lines in the country,
DoT has provided 8.73 million telephone lines against the eighth plan target of 7.5 million lines.
In addition to some of the objectives of NTP 1994 not being fulfilled, there have also been far
reaching developments in the recent past in the telecom, IT, consumer electronics and media
industries world-wide. Convergence of both markets and technologies is a reality that is forcing
realignment of the industry. At one level, telephone and broadcasting industries are entering each
other's markets, while at another level, technology is blurring the difference between different
conduit systems such as wireline and wireless. The new telecom policy framework is also
required to facilitate India's vision of becoming an IT superpower and develop a world class
and economic goals. Availability of affordable and effective communications for the citizens is
social and economic goals. Availability of affordable and effective communications for
the citizens is at the core of the vision and goal of the telecom policy.
• Strive to provide a balance between the provision of universal service to all uncovered
areas, including the rural areas, and the provision of high-level services capable of
of the country;
• Create a modern and efficient telecommunications infrastructure taking into account the
convergence of IT, media, telecom and consumer electronics and thereby propel India
• Convert PCO's, wherever justified, into Public Teleinfo centres having multimedia
capability like ISDN services, remote database access, government and community
competitive environment in both urban and rural areas providing equal opportunities and
• Strengthen research and development efforts in the country and provide an impetus to
The New Policy framework must focus on creating an environment, which enables
REGULATORY ENVIRONMENT:
The Telecom Regulatory Authority of India (TRAI) was formed in January 1997 with a
view to provide an effective regulatory framework and adequate safeguards to ensure fair
strong and independent regulator with comprehensive powers and clear authority to
• Section 13 of The TRAI Act gives adequate powers to TRAI to issue directions to service
providers. Further, under Section 14 of the Act, the TRAI has full adjudicatory powers to
• TRAI will be assigned the arbitration function for resolution of disputes between
• The Government will invariably seek TRAI's recommendations on the number and
timing of new licenses before taking decision on issue of new licenses in future.
Government in its sovereign capacity. In respect of functions where TRAI has been
assigned a recommendatory role, it would not be statutorily mandatory for Government
• Telecom services will be available in over 23,000 towns and 600,000 villages.
• To gave out lots of free minutes to users to create an existing user base.
• Reliance is cutting down on Capital Expenditure since it already has the network
and now believes it also has the user base and will be able to generate good cash
flows.
COMPETITORS:
AIRETL:
India's largest and world's third largest cellular service provider with more than 82 million
subscribers –Bharti Airtel is a merger between Bharti Group and Airtel it’s a well know Ned
brand in India as well as Asia . Owned by Mr. Sunil Bharti Mittal. Telecom giant Bharti Airtel
is the flagship company of Bharti Enterprises. The Bharti Group has a diverse business
Vision of Airtel:
The total customer base of Airtel is 78,908,993 or 31.65% of the total 249,349,436 GSM
mobile connections in India till November 2008. In 2009 Airtel is launched in Srilanka also.
OBJECTIVE OF THE STUDY
BHUBANESWAR and CUTTUCK and further capture their satisfaction level that is
• To ascertain the attributes which influenced the customer’s in selecting a particular cell
• To assess the problems faced by the cell phone users in BHUBANESWAR and
CUTTUCK city.
• To offer valuable suggestions to improve the services of the mobile phone network.
SCOPE OF STUDY
• The present study is contained to twin city of BHUBANESWAR AND CUTTUCK and it
is decided to consider all leading mobile operators like AIRTEL, AIRCEL, R-GSM, R-
CDMA, TATA-INDICOME, VIRGIN, IDEA, VODAFONE and BSNL for the survey.
• For handset, there are more than 20 Brands of Mobile phones available in the market.
Within each brand there are various models, each with different attributes and functions.
• This research will open the doors of consumer buying behavior towards pre-paid products
RESEARCH METHODOLOGY
DATA COLLECTION
• The secondary data study gave us insights on understanding consumer buying behavior
• Primary data were collected from the respondents through the distribution of
questionnaire.
SAMPLE SIZE:
CUSTOMER BASE:
• Out of 200 respondent interview BSNL has got maximum of 20% respondent followed
closely by R-GSM and AIRTEL with a share of 17% each and 16% Respectively.
[Annexure 1]
• Maximum number of Respondents had initially thought about taking R-GSM before
[Annexure 2]
opting for AIRTEL mainly due to good connectivity and more establish brand name.
[Annexure 3]
OPERATORS CONSIDERED BEFORE OPTING FOR R-GSM (34):
• Maximum of the respondents had initially thought about taking BSNL but later on
switched to R-GSM mainly due to lower cost and free on-net calls.
[Annexure 4]
• More than half of the respondent had only thought about BSNL.
• Some of the respondent had initially thought of having R-GSM mainly due to
word of mouth
[Annexure 5]
• Maximum respondents had a thought about almost all operators before opting for
[Annexure 6]
• More half of the respondents did not thought for any other operator.
• Many of the respondent had initially thought about BSNL because of word of mouth and
good connectivity.
[Annexure 7]
[Annexure 8]
• Only two respondent had initially thought of VODAFONE and VIRGIN before taking
idea.
[Annexure 9]
• Similarly two respondent had initially thought about taking TATA-INDICOM and R-
CDMA.
[Annexure 10]
[Annexure 11]
• In the age group of 15-21 which mainly consists of students VODAFONE leads with 11
respondent opting for it mainly because of free on-net calls and low entry cost which is
connectivity and better brand strength, closely followed by R-GSM with 15 respondents.
• In the age group of 31-40 R-CDMA leads mainly due to better connectivity and free STD
• While in the age group of 41-50 BSNL has emerge as a clear winner with 18 respondent
opting for it mainly because of Govt. owned company, good connectivity and better voice
clarity.
[Annexure 12]
, Service Personnel (govt. /public sector), Service Personnel (private sector), Business Person
• Maximum respondent are from student with 30% followed by business person with 28%.
[Annexure 13]
It shows that Vodafone enjoy a good lead over its competitors among the student mainly due to:
• Word of mouth
Both BSNL & R-GSM leads over their competitors mainly due to:
• Established Company
[Annexure 15]
• AIRTEL leads in this segment mainly due to better connectivity, good voice clarity
[Annexure 16]
[Annexure 17]
• Out of 6 respondent 4 are Home makers who were using connections given to them by
others.
• Rest 2 respondents have their own choose of operator.
[Annexure 18]
Maximum usage is for personal purpose, followed by business and official purposes.
• While in case of service personnel (pvt.) the use of mobile phone is been nearly equally
• But in case of service personnel (govt.) mobile phone is used mostly for personal use
• In case of business person maximum usage of mobile phone is for business purpose.
Respondents were asked to reveal various reasons for which they opt for the operator.
[Annexure 19]
• Better connectivity
• Strong brand
• Good customer care service help AIRTEL in attracting more of its customers.
[Annexure 20]
• Brand strength
• Good connectivity
[Annexure 22]
• Word of mouth comes as driving force for the respondent to opt for the network.
[Annexure 23]
• Connectivity plays a very important role in influencing the respondent to go for this
network.
• Good customer care service motivates the respondent to go for this operator.
[Annexure 24]
• Free on-net local calls are a major factor behind opting VODAFONE.
• Very low entry cost.
• And word of mouth also helps the respondent in opting for VODAFONE.
[Annexure 25]
• Good Connectivity
• brand strength
[Annexure 26]
[Annexure 27]
• Word of mouth
• Attractive tariff plays a very important role in motivating respondents for opting the
network.
[Annexure 28]
using.
[Annexure 29]
Respondents were asked to name top 3 TOP-UP’S they used for the operator they are currently
using.
[Annexure 30]
Similarly Respondents were asked to name top 3 SMS PACKS they used for the operator they
[Annexure 31]
Out of total 200 sampled consumers, 89 consumers own a Nokia mobile handset which comes to
44 percent share of the market. This is followed by Samsung (15%), Motorola (14%), Sony
[Annexure 32]
INFLUENCING FACTORS TO PURCHASE THE HANDSETS
Consumers were asked to reveal their likings for various attributes of the mobile phone
instrument.
• Maximum respondent see long battery backup as the most influencing factor for
• And looks
[Annexure 33]
The satisfaction level of users was analyzed on a five point scale ranging from ‘very much
satisfied’ to ‘very much dissatisfied’. A major group of consumers either say that they are
While taking consumer’s satisfaction level as operator wise BSNL leads with maximum of 26
• BSNL has got the maximum very much satisfied users mainly due to good
• Then comes AIRTEL which has got second maximum very much satisfied users from
its competitors mainly due to good connectivity and strong brand name.
[Annexure 34]
• Higher cost in tariffs is the major reason for dissatisfaction among the respondent as
they think its bit on higher side compared with its competitors.
• Also poor customer care service is another factor.
[Annexure 35]
• Majority of the respondents are not happy with the quality of network and voice
[Annexure 36]
• Higher entry cost is one of the major reasons for dissatisfaction among the users.
• Also the cost of CDMA handset is much more than GSM handset
• Another reason is that call conference system is not available in the pre-paid of R-
CDMA.
[Annexure 37]
• Higher cost is one of the major reasons for dissatisfaction among the users of BSNL.
[Annexure 38]
[Annexure 39]
• Poor network in remote areas is one of the major reasons for dissatisfaction among the
users.
[Annexure 40]
• Also the cost of CDMA handset is much more than GSM handset.
[Annexure 41]
• Entry cost is much higher as users need to buy a handset for getting the connection.
[Annexure 42]
[Annexure 43]
The respondents intend level was capture on a five point scale ranging from “Highly Intend”
to “Definitely Not” with maximum respondents 52% opt for “Definitely Not”. That means they
will definitely not change their operator followed by “Do Not Intend” with 22%.
• It is clear that maximum of R-GSM respondent wants to change their operator is near
• Similarly BSNL have got maximum number of respondent who are every much
satisfied with their operator and they don’t want to switch to any other operator.
Followed by AIRTEL.
[Annexure 44]
FRIENDS/RELATIVES
• BSNL leads mainly because of good network, attractive tariff and Govt. undertaking
brand.
• Followed by VODAFONE which is more popular among the students mainly due to
very low entry cost, free on-net calls and a strong international brand.
• Then comes AIRTEL which rides on its good connectivity and brand image.
• After that both R-GSM and R-CDMA comes.
[Annexure 45]
• As it is expected RETAILER leads as the major source from which respondents get to
• Followed by FRIENDS/RELTIVES who give vital information and also motivates the
[Annexure 46]
[Annexure 47]
• Maximum of the respondent don’t have time to listen to any of the FM channels.
• Between the age group of 15-21 and 22-30 maximum of the respondent listen to FM
channels
• Radio chocolate comes first among the respondent followed by Big FM.
[Annexure 48]
PROBLEM AREAS
FOR R-GSM:
Poor connectivity and voice clarity is the major factors as almost all the
Higher entry cost than its competitors that why maximum student
respondents are opting for Vodafone or idea due to lower entry cost.
Free on-net calls tariffs are not that attractive compare to its competitors.
FOR R-CDMA:
Handset available with R-CDMA is much costlier than handset available for
GSM.
RECOMMEDATION
The survey and analysis that we have conducted has brought out certain interesting facts and
given insights into the buyer behavior in case of mobile pre-paid products and handset models.
FOR R-GSM:
Focus On Good Connectivity And Low Entry Cost:
In the analysis it has been found that the major influential factors that motivates a
More than 50% of respondents mention it as one of the major influential factors.
Also an economical on-net call is one of the major motivating factors among student.
ANNEXURE
Annexure 1
OPERATOR BASE
Aircel 21
Airtel 33
BSNL 40
R-GSM 34
TATAIndicom 13
Vodafdone 22
R-CDMA 26
Virgin 4
Idea 7
TOTAL 200
Annexure 2
Annexure 3
Annexure 4
Annexure 5
Annexure 6
Annexure 7
Annexure 8
Annexure 9
Annexure 10
Annexure 11
Annexure 12
Annexure 13
Annexure 14
Annexure 15
Annexure 16
Annexure 17
Annexure 18
Annexure 19
Annexure 20
Annexure 21
Annexure 22
Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14 Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14
Annexure 14