INTRODUCTION: -

In today scenario as we know telecom sector is in boom, people

increasingly using mobiles. It is known as the nervous system of the country. Now
a day People readily increasing the use of mobile phones. India is a second largest
nation for the highest mobile consumer base. There are various players presenting
the market which provide the services to its customer and try to increase the
customer base. Among them Reliance telecom is one of the largest player in this
sector. Reliance is providing quality of services with Varity of options to customer.
Through I have taken the project to study the customer satisfaction of Reliance
services for Reliance communication ltd. in Patna city.

It is essential to know the market research on customer satisfaction for

effective of current marketing strategy for every business organization for better
future prospects. Reliance communication is the leading company in GSM mobile
as well as CDMA across the India, for that they need to study such topic whether
current strategy is effective or not because right now cut thought competition is
going in telecom.

In my topic I have taken cellular user as a sample unit, which is huge

potential for telecom sector. I have surveyed 500 samples in which I found that
Reliance customers happy with their quality and services.

In this situation I have suggested to company they should provide low STD
charges and they should offer happy hours to them as well. It will help reliance for
creating new business as well as customer will be stay with reliance. The project is
dealing with the concept of marketing research & market analysis for customer
satisfaction.
The Indian Telecom Sector
India is the fourth largest market in Asia after China, Japan and South
Korea. The Indian telecom network is eight largest in the world and the second
largest among emerging economies. At current levels, telecom intensiveness of
Indian economy measured as the ratio of telecom revenues to GDP is 2.1 percent
as compared with over 2.8 percent in developed economies.
Indian telecom sector has undergone a major process of transformation
through significant policy reforms. The reforms began in 1980s with telecom
equipment manufacturing being opened for private sector and were later followed
by National Telecom Policy (NTP) in 1994 and NTP’1999.
Historically, the telecom network in India was owned and managed by the
Government considering being a natural monopoly and strategic services, best
under state’s control. However, in 1990’s, examples of telecom revolution in many
other countries, which resulted in better quality of service and lower tariffs, led
Indian policy makes to initiate a change process finally resulting in opening up of
telecom sector for the private sector.
Indian telecom sector has shaped the vision of New India by bringing about
a total transformation. The industry has started adding more then 7 million
subscriber per month, and country has already crossed 250 million subscribers
three month ahead of the target date. The vast market share of PSU like BSNL
and MTNL is likely to get reduced further due to increased market penetration by
the private players. The nation is on the cusp of a telecom revolution ,especially in
the wireless GSM,CDMA and WLL(F)) telephony segment, which is recent time is
growing at around 50% per annum .on the whole, teledensity picked up to 22.52%
by the end of October 2007as compared to 15.12% as of September 2006. the
FY07 also marked a strong 70% year-on-year increase in the internet broadband
subscriber base . Robust growth also continued in the GSM mobile space with an
increase 59.22 lakh subscribers during the month of September 2007 alone.
The Indian telecom market is one of the fastest growing high potential
markets in the international arena, offering enormous opportunities to the telecom

2
 operators, equipment suppliers and investors. The aims of TRAI are increase the
500 million subscribers by end of March 2010.

Growth in telecom subscriber base

Financial year Telecom subscriber
Base(million)
1997-98 18.68
1998-99 22.81
1999-90 28.53
2000-01 36.29
2001-01 44.97
2002-02 54.62
2003-04 76.54
2004-05 98.41
2005-06 140.32
2006-07 205.86
2007-08 281.60
(Year ended FY98 to FY08)

Table No. I

growth in T elecom subscriber

Base(million)
300 281.6

250
Telecom subscriber

205.86
200
140.32
150
98.41
100 76.54
54.62
50 18.68 22.81 28.53
36.29 44.97

0
1997- 1998- 1999- 2000- 2001- 2002- 2003- 2004- 2005- 2006- 2007-
98 99 90 01 01 02 04 05 06 07 08
Financial year

Graph No. I

3
 Growth in cellular service subscribers
(Year ended FY03 to FY07)

Financial year Subscriber base(million)

2002-03 13.02
2003-04 33.69
2004-05 52.23
2005-06 90.14
2006-07 165.11

Table No. II

Subscriber base(m illion)

180 165.11
160
subscriber base (million)

140
2002-03
120
90.14 2003-04
100
2004-05
80
52.23 2005-06
60
33.69 2006-07
40
13.02
20
0
2002-03 2003-04 2004-05 2005-06 2006-07
Financial year

Graph No.II

4
Growth of mobile subscriber in India:-
The number of mobile phone subscriber in India reached 24.24 crore by end
January 2008, an increase of 55% over that a year ago. However, the number of
fixed line telephone subscribers continued to decline as more and more users
shifted to mobile phones. The total land line subscribers reduced to 3.92 crore in
January 2008, down from 4.04 crore a year earlier, including both mobile and wire
line phones, India had 28.16 crore telephone users by the end of January, taking
the % of population with telephones to 24.63% as against 23.89% in December
2007.
A record number of 87.7 lakh new mobile phone subscribers were added in
January 2008, as against 81.7 lakh during the previous month. Market leader
bharti airtel Ltd, added 23 lakh new mobile subscriber base to 5.74 crore. Reliance
communications ltd, which is ranked second in India, added 16 lakh users,
increasing its total subscriber numbers to 4.26 crore, while vodaphone essar ltd,
signed up 13 lakh subscribers taking its customer base to 4.12 crore.

5
 Cellular service subscribers
Share (30/11/07)
Table No. III
Group company Subscribers share (%)

Airtel (GSM) 23.97

Reliance (CDMA+GSM) 17.69
Vodafone Essar (GSM) 17.46
BSNL (GSM) 14.46
TATA (CDMA) 9.52
IDEA (GSM) 9.15
Others 7.76
Total 100.0

Subscribers share (%)

7.76
9.15 23.97 Airtel (GSM)

Reliance (CDMA+GSM)

9.52 Vodafone Essar (GSM)

BSNL (GSM)

TATA (CDMA)
14.46 17.69
IDEA (GSM)

17.46 Others

Graph No. III

6
Policy reforms can be broadly classified in three distinct
phases: -
• “The Decade of 1980’s saw private sector being allowed in
telecommunication equipment manufacturing. Mahanagar Telephone Nigam
Limited (MTNL) and Videsh Sanchar Nigam limited (VSNL) were formed
and a telecom commission was set up to give focus to telecommunications
policy formation.
• “In 1990s, telecommunications sector also benefited from the general
opening up of the economy. NTP 1994 was the first attempt to give a
compressive roadmap for the Indian telecommunication sector.
• Availability of telephones on demand (targeted by 1997)
• Universal service covering all villages and one PCO per 500 phones in
urban areas at the earliest (Targeted to be achieved in 1997)
• Telecom service at affordable and reasonable prices
• World standard quality of services
• “NTP 1999 brought in the third generations of reforms in the Indian
telecommunication sector.

7
Indian telecom sector: Recent policies
1. All the villages were covered by telecom facility in 2002.
2. The Communication Convergence Bill 2001 introduce in the parliament
on August 31, 2001 is presently before the Standing Committee of
Parliament on Telecom and IT.
3. National Long Distance Service (NLDS) is opened for unrestricted entry.
4. The International Long Distance Services (ILDS) have been open to
competition.
5. The basic services are open to competition.
6. In addition the existing three, fourth cellular operator, one each in four
metros and thirteen circles, has been permitted the cellular operators
have been permitted to provide all types of mobile services including
voice and non-voice massages, data services and PCOs utilizing any
type of network equipment, including circuit and/ or packages switches
that meet certain required standards.
7. Policies allowing private participation have been announced as per the
New Telecom Policy (NTP), 1999 in several new services, which include
Global Mobile Personal Communication by Satellite (GMPCS) Service,
digital Public Mobile Radio Trunked Service (PMRTS), voice
mail/Audiotex/unified Messaging Service.
8. Wireless in Local Loop (WLL) has been introduced for providing
telephone communications in urban, semi-urban and rural areas
promptly.
9. Two telecom PSUs, VSNL and HTL have been disinvested.
10. Steps are been taken to fulfill Universal Service Obligation (USO), its
funding administration.
11. A decision to permit Mobile Community Phone Service has been
announce.

8
 12. Multiple fixed Service Providers (MSPs) licensing guidelines were
announced.

13. Internet Service Providers (ISPs) have been allowed to set up

International Internet Gateways, both Satellite and Landing stations for
submarine optical fiber cables.
14. Two categories infrastructure providers have been allowed to provide
end-to-end brand width and dark fiber, right of way, towers, duct space
etc.
15. Guidelines have been issued by the Government to open up internet
telephony (IP).

Telecommunication Services

Overview

There are 25 private companies providing cellular services in 21 Telecom

Circles and 4 Metro cities, covering 2000 towns across the country. Presently,
there are five private service operators in each area, and in incumbent state
operator. Almost 80% of the cellular subscriber base belongs to the pre-paid
segment.
The DOT has allowed cellular companies to buy rivals within the same
operating circle provided their combined market share did not exceed 67%.
Previously, they were only allowed to buy companies outside their circle.

Regulatory structure
The lack of clarity in the regulatory structure has made it difficult to predict
the prospects for this industry. This uncertainty has best been typified by the
issuance of a fourth license and the controversies with reference to limited mobility
players. The Cellular Services was thrown open for third and fourth service

9
provider in 2002. The no of service providers increased to 68 in the year 2002-
2003 from 42.

Growth Drivers
Opening up of international and domestic long distance Telephony services
are growth drivers in the industry. Cellular operators now get substantial revenue
from these services, and compensate then for reduction in tariffs on airtime, which
along with rental was the main source of revenue.

The reduction in tariffs for airtime, national long distance, international long
distance, and handset prices has driven demand.

Internet service provider

Internet has become very easily accessibly with cyber cafes/kiosks
increasing their density, not only in the metro towns but also in semi-urban towns.
There is no restriction on the number of internet companies and more than 185
companies are operational. Internet telephony has been allowed officially from 1
April 2002. The growing demand of corporate for applications such as Electronic
Commerce, internet leased lines, ISDN, VPN etc is driving the growth of internet
service market. However, the industry continues to face a number of bottlenecks in
terms of regulatory treatment of ISPs, high bandwidth prices, low PC penetration,
high cost of telephone access etc.

10
COMPANY PROFILE
Reliance communication, the country no.2 mobile operator, has emerged as
a major telecom player with its rapidly growing subscriber base. At present R-COM
is offering CDMA services in 21 circles and GSM services in 8 circles. It has
become the first Indian telecom player to get an approval to provide GSM & CDMA
mobile phone services all over country. Reliance telecom has operations in Delhi,
Maharashtra, Gujarat, Andhra Pradesh, Madhya Pradesh, UP-West, UP-East,
Himachal-Pradesh, Rajasthan, Chennai, Punjab, Bihar, Hariyana, west Bengal,
Mumbai, orrisa, Himachal-pradesh, Karnataka, tamilnadu and Kerala. Reliance
telecom footprint currently covers approximately 45% of India's population and
over 50% of the potential telecom-market

The company shoes about 86% increase in its consolidated net profit for the
second quarter of the financial year (2007-08). Its total income during this period
grew by 29.87%. Reliance is now focusing on the rural segment to pull off more
subscribers. As Anil ambani, chairman of R-COM said, “The commencement of
the world’s fastest and largest rural telephony rollout project is a step
forward in bridging the digital divide that would provide telecom coverage to
millions of Indians living in the remotest places”.

VISION, MISSION AND VALUES:

OUR VISION: - “To be premium global conglomerate with clear focus on

business.”

“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.

11
We will also generate value for our capabilities beyond Indian borders and enable
millions of India's knowledge workers to deliver their services globally.”

OUR MISSION:-“To deliver superior value to our customers share holders,

employees, and society at large”

OUR VALUES: - “Integrity, Commitment, Passion ,Seamlessness Speed”

A dream comes true

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 India’s 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 kilometers of a pan-India fibre optic
backbone. This backbone was commissioned on 28 December 2002, the
auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his
unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless

and wire line) 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 revolutionizing the way India communicates

and networks, truly bringing about a new way of life.

12
Anil Ambani: Telecom person of the year 2007
Thursday, August 09, 2007

Achiever's Pride

Undertook financial restructuring of Reliance communications

To spend Rs 16,000 crore to expand and strengthen network coverage

After expansion, Reliance Communications will have the single largest wireless
network in the world

Launched the lowest-cost classic brand handset at Rs 777

Subscriber base grew to over 28 mn during last fiscal, registering 60% growth

Total Revenue shot up to Rs 14,468 crore, an increase of 34%

Net Profit rises to Rs 3,163 crore, an increase of over 600%

Revenues of the wireless business increased by 46% to Rs 10,728 crore

Broadband achieved revenue growth of 123% to Rs 1,144 crore Market

capitalization crossed Rs 100,000 crore

13
Our Circles: The Indian telecommunications market for mobile services is
divided into 25 “Circles”. including four “metropolitan” Circles, covering the cities of
Mumbai, Delhi, Kolkata and Chennai, and remaining Circles classified by the
Government as category “A”, category “B” or category “C”, which cover the rest of
India. These classifications are based principally on.

Roaming facility across 7000 cities & towns Reliance National

Roaming facilitates you roam across close to 7000 cities & towns in the following
telecom circles: Andhra Pradesh, Bihar (including Jharkhand), Delhi NCR, Gujarat,
Haryana, Himachal Pradesh, Karnataka, Kerala, Madhya Pradesh (including
Chhatisgarh), Maharashtra and Goa, Mumbai, Orissa, Punjab, Rajasthan, Tamil
Nadu, Chennai, West Bengal, Kolkata, UP-East and UP-West (including
Uttaranchal).

Sr.No Circle Service Area

1. Andhra Pradesh Entire State.
2. Bihar Bihar & Jharkhand.
Local areas served by Delhi, Ghaziabad, Faridabad, Noida
3. Delhi
& Gurgaon Telephone Exchanges.
Gujarat (including Union Territory of Daman and
4. Gujarat
Diu.Silvassa(Dadra and Nagar Haveli)).
Entire State (Not including: Local areas served by
5. Haryana
Faridabad & Gurgaon Telephone Exchange).
6. Himachal Pradesh Entire State.
7. Karnataka Entire State.
Entire State plus the Union Territory of Lakshwadeep and
8. Kerala
Minicoy.
9. Madhya Pradesh Madhya Pradesh & Chhattisgarh
Maharashtra including Goa (Not including: Local areas
10. Maharashtra served by Mumbai, Navi Mumbai & Kalyan Telephone
Exchanges).
11. Mumbai Local areas served by Mumbai, Navi Mumbai & Kalyan

14
 Telephone Exchanges.
12. Orissa Entire State.
13. Punjab Entire State (including Union Territory of Chandigarh).
14. Rajasthan Entire State.
Tamil Nadu including Union Territory of Pondicherry (Not
including: Local areas served by Chennai Telephone
15. Tamil Nadu
District, Maraimalal. Minjur & Mahabalipuram Telephone
Exchanges).
Local area served by Chennai Telephone District,
16. Chennai Maraimalal Nagar Export Promtion Zone (MEPZ), Minjur &
Mahabalipuram Exchanges.
West Bengal including State of Sikkim and Union Territory
17. West Bengal of Andaman and Nicobar Islands(Not inclding: Kolkata
Metro Service Area).
18. Kolkata Kolkata Metro Service Area.
Entire Area covered UP (E) including Boundary Districts
19. UP (East) towards UP (W): Shahjahanpur, Farrukabad, Kanpur &
Jalaun.
Entire Area covered by UP (W) including Uttaranchal and
Boundary Districts towards UP(E): Pilibhit, Bareilly,
20. UP (West) Dadaun, Etah, Mainpuri& Etawah (Not including: Local
areas served by Ghaziabad & Noida Telephone
Exchanges).

MILESTONES OF RELIANCE
2007

15
January 10
Reliance Communications adds a record 1.4 million subscribers in December ‘06
January 18
Reliance Communication launches unique "Simply 2030" plan on Reliance Hello
January 25
Reliance Communications promotes Roger Waters Music Concert
January 29
RCOM shareholders approve tower business demerger with a 99.99%
overwhelming majority
January 30
Overwhelming response to Reliance World’s National Digital Elocution Competition
January 30
Reliance joins Lenovo and Intel for "Internet on the Move"
February 2
Reliance Communications’ market capitalization tops Rs 1 lakh crore ( 1 trillion
rupees or 24.39 billion US dollars) on Bombay Stock Exchange
February 16
Reliance Communications offers best value on roaming
February 26
Search Jobs & Classified Ads from Reliance Mobile World - Reliance
Communications ties up with Naukri.com
March 6
Reliance Communications ushers in ‘Virtual Global Conference Network’
March 7
DHIRUBHAI AMBANI – THE MAN I KNEW By KOKILABEN
Book on Founder Chairman launched.
March 8
Reliance Communications launches ‘Roam Jamaica on Reliance Mobile
March 16
Reliance Mobile launches ' Suno Zee’
March 19
Demerger of Passive Infrastructure division Reliance Communications & Reliance
Telecom approved by the Bombay High Court
March 21
Reliance World Offers Program to Help Students ’Crack Admissions in Colleges
Abroad’
March 23
Govt’s Rural Telephone Scheme(RDEL)through Reliance Communications
successfully closes by March 31,2007

March 26
Booking train ticket from Reliance Mobile Phones becomes more easy now… with
ITZ Cash Cards

16
April 4
Reliance Communications unleashes the power of mobile advertising
April 6
Reliance Communications acquires 1.2 million subscribers in March 2007.
April 11
Sunny Days And Nights For Reliance Mobile Subscribers as
Reliance Communications ties up with SUN TV to offer video streaming of all SUN
TV programs online 24x7
April 11
Reliance World launches summer e camp for school kids
April 30
RCOM first listed Indian telecom company to reward shareholders
May 2
A Classic Bonanza – Reliance Communications unveils handsets @ Rs 777
May 9
RCOM bags West Bengal E-Governance Project
May 10
Reliance sets a new record, one million Classic handsets sold in just one
May 12
Reliance Communications slashes rate to US and Canada. It's now just Rs 1.99 per
minute
May 14
Reliance Communications launches Classic Color Bonanza - Color handsets @ Rs
1234
May 17
RCOM kick starts worlds fastest and largest rural infrastructure rollout on World
Telecom Day.
May 18
Reliance Communications Launches Lifetime Validity Recharge @ Just Rs.499.
May 22
RCOM slashes roaming rates by as much as 70 percent
May 25
Reliance Communications launches unlimited calling
June 5
RCOM hosts seminar on ‘Emerging Trends in Mobile Applications Development’
June 6
Reliance Communications adds 1.4 million new mobile subscribers in May2007
June 6
Reliance Classic' Makes Music - FM Radio Phones Launched at just Rs.1888

17
Customer Service Form
Whether you are a customer, a prospective partner, or just a curious citizen, we
are here to answer your questions. We welcome your views, suggestions,
complaints and any other query that you might have about Reliance
Communications, its products and services. Please fill in the Customer Service
form and submit, we will get back to you with the requisite details.

First Name
Last Name
E-mail
Phone
Address 1
Address 2
City
State
Pin Code Country India

Are you New Customer Existing Customer

If Existing Customer, Please Enter

Reliance Phone No. Account ID

Post your message

To customercare@relianceada.com
Subject
Type of Query
Reason 1

Reason 2

Message

Attachment

18
Reliance Prepaid: -
RELIANCE prepaid, the cellular card from reliance comes to the customer from
Reliance telecom
Our products in prepaid are starter pack & Physical Recharge Voucher and Flexi
Recharge

Physical recharge voucher:-

In physical recharge voucher there are series of recharge voucher. The

minimum recharge in physical voucher is Rs.199/- and the maximum amount of
recharge is Rs. 3300.

Flexi recharge: -
In Flexi recharge there is one type of program in witch the recharge is transfer to
the consumer. The whole system is same like as SMS facility. The range of
recharge starts from Rs. 10/- To Rs. 9999.

Starter pack: -
Starter pack means the Sim Card in which the services give to the customer there
are various types in starter pack Regular Starter Pack, I Card Pack, Women’s
Card, My Gang Card

Reliance Infocomm offers a complete range of telecom services, covering mobile

and fixed line telephony including broadband, national and international long
distance services, data services and a wide range of value added services and
applications. Reliance Infocomm network is a pan India, high capacity, integrated
(wireless and wire line) and convergent (voice, data and video) digital network,
designed to offer services that span the entire Infocomm value chain -
infrastructure, services for enterprises and individuals, applications and consulting.
The network is designed to deliver services that will foster a new way of life for a
New India. "Make the tools of infocomm available to people at an affordable cost,
they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai
Ambani charted out the mission for Reliance Infocomm in late 1999.

19
Bihar: Local Plans
Plan name NJR 199 My local 299 Unlimited 399 new
Rental 199 299 399
Clip 0 25 0
Plan Charges 0 0
Monthly commitment 199 324 399
Free SMS (Rs) 0 0
Rs 180 Local onnet
Free intra circle talk time worth Rs. 150 Nil
& Rs 180 local offnet
Intra circle
On Net 0.3 0.60 0/ 0.49 (fwp)
Cell 0.75 0.60 0.49
Fixed 1 0.60 0.49

Inter circle
On Net 1.5 1.5 1.5
Cell 1.5 1.5 1.5
Fixed 1.5 1.5 1.5

International
US, Canada, Fixed Lines in Europe,
Australia, Newzealand and South East 6.4 6.40 6.4
Asia
Mobile phones in Europe, SAARC,
Gulf, Middle East, UAE, Africa and Rest 9.19 9.19 9.19
of the world.
Bissau, Nauru, Norflok island, Sao
Tome, Sakhalin, Solomomn Island, 40 40.00 40
Tokelau, Tuvalu, Vanuatu

Rate /SMS (164 characters)

Local SMS 1 1 1
National SMS 2 2 2
International SMS 5 5 5

Onnet Pack Rental

First 1000 Mins Free-RIM and FWP
175 150 N.A
then 15paise.
SMS Onnet Pack Rental 50 50 50
Roaming Rates
Local
Onnet 1 1 1
Off net 1 1 1
Landine 1 1 1

STD 1.5 1.5 1.5

Incoming 1 1 1

Roam Plans:
20
 Roaming Tariff for Reliance Mobile Post Paid Pre Paid
Local Outgoing calls while Roaming All Phones Rs.1.40 Rs.1.40
STD Outgoing calls while Roaming All Phones Rs.2.40 Rs.2.40
Incoming calls while Roaming Rs.1.75 Rs.1.75
Local Rs.1.00
As per
National Tariff Rs.2.00
SMS Plan
International Rs.5.00
Application Rs.3.00 Rs.3.00
Pulse rate for all calls in 60 secs

Plan Plan Plan Plan Plan

Plan name
250 500 1000 1500 2000
Monthly Plan Charge (Rs.) 250 500 1000 1500 2000
Free Calls Worth (Rs.) 200 500 1000 1575 2000
Rate per Call Unit # (Rs./Pulse) 1.20 1.10 1.00 0.90 0.85
Refundable Deposit for ILD (Rs.) 1000 1000 1000 1000 1000
Service and Feature Phone Installation
800 800 800 800 800
/ Activation Charge* (Rs.)

Call per unit rate

21
 Call unit Plan Plan Plan Plan Plan
Length(Pulse)(Sec.) 250 500 1000 1500 2000
@ @ @ @ @
Rs. Rs. Re. Rs. Rs.
1.20 / 1.10 / 1.00 / 0.90 / 0.85 /
Pulse Pulse Pulse Pulse Pulse
Calls to Local Calls (including 180 0.40 0.37 0.33 0.30 0.28
Fixed lines Intra- circle < 50 kms)
Intra-circle > 50 kms 60 1.20 1.10 1.00 0.90 0.85
Inter-circle 0 - 50 90 0.80 0.73 0.67 0.60 0.57
kms
> 50 kms 30 2.40 2.20 2.00 1.80 1.70
Calls to Intra-circle 120 0.60 0.55 0.50 0.45 0.43
RIM
Inter-circle 60 1.20 1.10 1.00 0.90 0.85
Calls to Intra-circle 60 1.20 1.10 1.00 0.90 0.85
other
mobiles Inter-circle 30 2.40 2.20 2.00 1.80 1.70

Value Packs Reliance Mobile introduces wide range of economical value

packs with unlimited calling and SMS benefits. Choose the pack as per your
requirement and stay in touch with your dear ones.

Type Name Rental Rs /mth) Benefits

STD Pack STD 99 MOBILE PACK 99 All STD Calls at 0.99/
min
Intracircle Onnet
Night calling
NIGHT CALLING PACK 75 calling free from
pack
11pm-7am

22
SMS Pack SMS2000 50 2000 free sms to
reliance phone
anywhere in India and
Rs 25 worth free SMS
to other phones in
India
SMS 25 25 100 Local & national
SMS to any phone
Free
SMS 60 60 1000 Local & national
sms to any phone
Free
Local mobile Local 49 calling pack 49 All Local Onnet/Offnet
pack Calls @ 49p/min
Unlimited On net 99 99 Local Reliance to
Reliance Calls Free

CDMA HANDSET

Black and White Handsets

Current handset models

23
Organization Structure

Managing Director

General Manager

Financial Technology Information Marketing Delivery H. R.

Officer Officer officer officer Officer Officer

24
THEORETICAL BACKGROUND: -

Customer satisfaction
It is important to see whether the feeling of customer after the buying of the
reliance product & services. Total customer satisfaction is very important and it
depends on the offer performance in relation to the buyer’s expectations. In
general, satisfaction is a person’s feeling of pleasure or disappointment resulting
from comparing a product’s 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.
To reduce the level of the dissatisfaction amongst the customer, the
marketing decision-maker could adopt on approach where in he can classify
markets in relation to the degree of opportunity to definer customer satisfaction.
Customerisation will help a firm in providing the quality of services to match
the customer requirement Help to focus on consumers needs so as to add value
and offer benefits to the customer to identify new customer new marketing

25
 segments and new application for existing products. Work towards total customer
satisfaction and maximum customer delight.
“Satisfaction is a person’s feeling of pleasure or disappointment
resulting from comparing a product’s perceived performance or outcome in
retention to his/her expectations.”

Thus, whether the buyer is satisfied after purchase depends on the offer’s
performance in relation to the buyer’s expectations. High satisfaction or Delight
ness results in customer loyalty. Today’s companies are aiming for, TCS=Total
Customer Satisfaction.

Tools for measuring the customer satisfaction-

• Complaint system & Suggestion system
• Customer satisfaction survey & Periodic Customer satisfaction survey
• Lost customer Analysis
So, depends on the company’s requirements, they are going for adopting one or
many from the above tools.
Companies should also note that Managers and Salespeople can manipulate
customer satisfaction ratings.
Thus, the company has to attract the exiting and prospective customers through
their pleasant & try to retain the customer because
“The key to customer retention is customer satisfaction.”
Thus a company would be wise to measure customer satisfaction regularly.
The company should phone recent by inquire. The criteria for it are as follow

CUSTOMER SATISFACTION LEVELS:

• Highly satisfied

26
 • Satisfied
• Dissatisfied
• Highly dissatisfied

Customer satisfaction survey: -

Studies show that the entire customer is dissatisfied with one out of every
four purchases less than 5 percent complain. Most customers will buy less or
switch supplier. Responsive measures customer satisfaction directly buys
conducting periodic surveys. While collection customer satisfaction data, it is also
useful to ask additional question to measure repurchase intention and to measure
the likelihood or willingness to recommend the company and brand to others.

Importance of customer satisfaction: -

All Business firms have realized that marketing is a core element
of management philosophy and the key to its success lies in focusing more and
more customer who will decides where the firm is heading. Thus the challenge
before the marketer is to ensure that they satisfied very customer. Adam smith in
his, the wealth of nation, has said “Consumption is the sale end and purpose of all
production and interest of product ought to be attained to, only so far as it may be
necessary for promoting those of the customer.”

This quotation only reiterates that purposes of production are consumption

of ones own purpose will be served only if the consumer’s interests are attended
to. Here there arises a very vital question. How can marketer ensure that his/her
firm is able to respond to their customer requirements quickly? The answered it
this question lies in the quality of service it is offering to its customer. This again a
will depends upon the consumer expectation from the product or service.

No doubt the quality of the product or services will decided whether it

matches the consumer expectations or not, but the firm and marketer must make
all efforts to ensure that consumer satisfaction is achieved.
27
 The aim of this chapter is to provide on insight into the characteristic of the
consumer market, identify the possible source of dissatisfaction, work towards
handling complaints from consumers, which in turns will help in enhancing
customer satisfaction and prevent dissatisfaction.

BOARD OF DIRECTORS: -

• Shri Anil D. Ambani - Chairman

• Prof. J Ramachandran

• Shri S.P. Talwar

• Shri Deepak Shourie

• Shri A.K.Purwar

28
RESEARCH METHODOLOGY:-

6.1) INTRODUCTION: -

Research is a part of building systematic knowledge; Human urge for new

area of knowledge has developed a habit for research and search in him.
Sociologist, Economist, Physical natural and nuclear scientist all advocates an
extensive use of research for the same of their academic advance.
Research is commonly refers to a search for knowledge or new things from
the present one. Info act research is an act of investigation. According to advanced
learner’s dictionary, research is careful investigation or inquiry especially through
research for new fact in any branch of knowledge.
A market research design specifies a procedure for conducting & controlling
the research project. For every research, it is important to explicitly its plan for
every step, which would help it to make worthwhile.
Research in common parlance refers to search for knowledge. One can also define
research as a scientific and systematic search for pertinent information on a specific
topic. In fact research is an art of scientific investigation. “Research is the process
of systematic and in-depth study or search for any particular topic, subject or

29
area of investigation, backed by the collection, compilation, presentation, and
interpretation of relevant details of data.”
Some people consider research as a movement, a movement from the
known to the unknown. It is actually a voyage of discovery. We all poses the vital
instinct inquisitive makes us probe and attain full and fuller understanding of the
unknown. This inquisitiveness is the mother of all knowledge and the method ,
which man employs for obtaining the knowledge of whatever the unknown , can be
termed as research. Research is an academic activity and as such the term should
be used in a technical sense.

Research design is needed because it facilitates the smooth sailing of the

various research operations, thereby making research as efficient as
Possible yielding maximum information with minimum expenditure of effort, time
and money.
Any type of research is a systematic progress. It requires a considerable
planning in advance .The plan should include the exact sequence of the research
activities, data collection techniques, etc. it is important to formulate a strategy for
data collection. The research carried out to study the above mentioned problem is
known as “explicitly research”.

Research

DEFINITION: -

1. CLIFFORD WOODY “Research comprises defining and redefining

problems, formulating hypothesis or suggested solution; collecting
organizing and evaluating data making deduction, reaching to conclusion
and at least carefully testing the conclusion to determine whether they fit to
the formulating hypothesis”.

30
 2. D. Slesinger and M. Stephension. In the Encyclopedia of Social
Science define research as “manipulation of thing, concept or symbols for
the purpose of generalizing to extend, correct or verify knowledge, whether
that knowledge aids in construction of theory or in the practice of an art”.

Type of research

There is various type of research. Some of them are as follows

a. Pure Research-:
b. Applied Research-:
c. Exploratory Research-:
d. Descriptive Research-:

(a) Pure Research-: It is motivated by desire to know or

understand for the sake of knowing. The pure research is
also known as basic or fundamental research. It is not
concerned with solving any practical problem. It is
directed toward finding information that has a broad base
of application.

(b) Applied Research-: It is also known as action research. The aim of applied
research is to discover a solution for some practical problems. The method
used for this type of research is usually personal interviews and survey
methods. It is concerned with search for ways of using scientific knowledge
to solve practical problem.

(c) Exploratory Research-: It is quantitative research. This type of research is

useful in formulating hypothesis or testing hypothesis and theories. In
exploratory research, the assumption is that the researcher has little or no
knowledge about the problem or situation under study. It is the investigation

31
 of relationships among variables survey without knowing why they are
studies. EX. - The literature survey, the experience survey.

(d) Descriptive Research-: It is also known as Non-experimental research. It

describes, records, analysis and interprets that exist. in this research, the
researcher has to try to link the relationship of dependent variables with
independent variables. Survey methods are used in descriptive research.

32
Steps of Research process:-
The seven major steps

Determine or define the

problem or opportunity
that is faced

Identify the sources of the

information.

Specify what information

is needed

Decide on the techniques

for acquiring the
information

Gather and process the

information

Analyze and interpret the

meaning.

Present the findings to the

decision makers.

33
6.2) STATEMENT OF PROBLEM: -

Researcher has conducted his project on the topic “To study the customer
satisfaction of Reliance prepaid and postpaid services” for reliance communication
Ltd at patna city . Most of the wireless service providers are currently providing
their services in patna City, due to which there is stiff competition in between the
current players. As such to attract the new customers it requires three times more
energy than to hold regular customer.
On every single day various schemes are launch by the service provider to
customers & customers are getting shifted from network to another.
So Company is interested to know about satisfaction level of customer or
what kind of improvement of reliance telecom they expected on the basis which
they can able to satisfy them & present competition in market by providing quality
of service.

34
6.3) OBJECTIVES OF THE PROJECT: -

1. To analysis of reliance services in Patna city along with competitor services.

2. To study the consumer expectations about reliance services.

3. To study the satisfaction level of customer from reliance services.

35
6.4) RESEARCH DESIGN: -

The noun “designs “have various meanings, but the one suitable for our subject
is a pattern or an outline of a research project’s workings. It is a statement of only
the elements of a study, those that provide the basic guidelines for the details of
the project. It comprises a series of prior decisions that, taken together, provide a
master plan for executing a research project.

i) SOURCE OF DATA:
Primary Data:
Primary source of data was collected by personal interviewing in which
structured direct method was used because it adds interaction and also help
getting correct answer and more information. For conducting the interview
structured questionnaire was used.
Secondary Data:
The data which is already assembled is the secondary data i.e. Newspapers,
Auto Journals, Magazines, Books, Websites and Organization report.

ii) Sample Design: -

Sampling: Statistical sample is a miniature picture of cross section of the entire

group or aggregate from which the sample is taken.
1) Sampling unit is the target population from which sample will be selected. The
sampling units were the Mobile users surveyed in the Patna City.

36
2) Sample size refers to no of items to be chosen from the population to form a
sample. Here the Mobile users were selected It consisted of total 300 respondents
3) The sampling procedure adopted for this market survey was randomly
sampling Area sampling provides information in a particular area, which is selected
before research.

6.5) Scope of the study: -

1. Project dealing with the response of the customer towards reliance various
scheme for the users about tariff rate of the company.
2. Project dealing with the market analysis, the cellular user and their
response.
3. The project considers the Patna City only.

6.6) Limitations of the study: -

1. While conducting the survey target market was only 500 of Reliance
customer therefore information may not be fulfill the requirement of the
study.

2. Survey conducted only in Patna City.

3. The survey conducted in limited period of two months.

37
A.1)
Table No. 01

Reliance Users No of Respondents % Break up

Yes 500 100

No 0 0

Source: Primary Data

Percentage of Respondent
0%

Yes

100%
Graph No. 01

Interpretation: -

It shows that large majority of is Reliance users (100%).

38
A.2)
Table No. 02
Duration No Of Respondents % of Respondent
0-2 Years 180 36

2-4 Years 155 31

4-6 Years 130 26
6 & Above 35 7

Source: Primary Data

40
36%
35
31%
percentage of respondent

30
26%
25

20

15

10 7%

0
0-2 Years 2-4 Years 4-6 Years 6 & Above
duration

Graph No. 02

Analysis:
36% customer were use Reliance services from less than 2 year, 31% customer
were uses services from 2 to 4 year, 26% customer use 4 to 6 year & remaining
7% customer were use the reliance services more than 6 year.

39
Interpretation: -
In the past Five yrs. There were tremendous increases in Reliance users.

A.3)
Table No. 03

Category No Of Respondents % Breakup

Postpaid 100 20

Prepaid 400 80

Source: Primary Data

Percentage of Respondent

20%

Postpaid
Prepaid

80%

Graph No. 03

Analysis:-
40
 From the above table it is clear that 80% users were prepaid subscriber & 20%
users were postpaid subscriber.

Interpretation: -

Therefore there were maximum no, of users (400) are prepaid subscriber.

A.4)
Table No.04

Name of preference No. of respondent % of respondent

Very good 160 32
Good 180 36
Average 135 27
Poor 25 5
Source: Primary Data

40 36%
32% Very good
35
27% Good
30 Average
25 Poor
percentage of
20
Respondent
15
10 5%
5

0
Very good Good Average Poor
preference level

Graph No.04

Analysis:-

41
 there were many opinion about preference of reliance services, 325 users
say very good, 36% says good,27% users gives opinion that services are average
& rest of the user i.e. 5% users say poor condition of services.

Interpretation: -

In above graph, the no. of Reliance users were given their opinion that the
services of Reliance are good.

A.5)

Table No. 05

Preferences No Of Respondents % Breakup

Full Talk time 410 82

Validity 90 18

Sources: Primary Data

Preferences Of Reliance Users

Validity
18%
Full talk time
Validity
Full talk
time
82%

42
 Graph No. 05

Analysis:-

82% customer were want to full talk time in Reliance Recharge coupon & 18%
customer were want to validity in Recharge coupon.

Interpretation: -

Many Reliance users were given preference to the Talk time (82%) while selecting
the plans.

A.6)

Table No. 06
Preferences\ No. of percentage of
Expectations Respondent Respondent

Good Network 140 28

Good Local Call Rates 115 23
Good Rooming Rate 135 27
Good STD Rates 110 22

Source: Primary Data

43
 Preference of Respondent

22%
28%

Good Network

Good Local Call Rates

Good Rooming Rate

Good STD Rates

27%
23%

Graph No. 06
Analysis:-

28% respondent were expect good network, 23% respondent were expect low
local call rate, 27% expect were low roaming rate and 22% respondent expect low
STD call rate.

Interpretation: -

This above graph shows that most of the cellular users are local callers and STD
callers so this should be provided Low local call rates Low STD rates.

A.7)
Table No. 07

Appeal No of Respondents percentage of

Respondent
Very Good 80 16

Good 130 26
Average 195 39
Poor 95 19

Source: Primary Data

44
 39%
40

35

30 26%
25 19%
Percentage of 16%
20
Respondent
15

10

0
Very Good Good Average Poor

appeal of Brand

Graph No. 07

Analysis:-
16% Respondent were saying very well, 26% says good, 39% average and
19% says poor about Reliance Brand.

Interpretation: -

The graph clearly shows that Reliance has imaged as a very strong brand
in the minds of users. More than 90% of users have deep trust in the brand.

A.8)

Table No. 08
Problem In Prepaid No Of Respondents Percentage of
Related to billing Respondent

Yes 64 16
No 336 84

45
 Source: Primary Data

Percentage of Respondent

16%

Yes

No

84%

Graph No.08
Analysis:-

84% Reliance Respondent had no Billing Problem in prepaid services and

16% Respondent had some problem in Billing.

Interpretation: -

The above graph shows that 84% Reliance users are satisfied on billing system in
prepaid services

A.9)

Table No. 09
Source: Primary Data
Monthly Recharge No Of Percentage of
Respondents Respondent
Below Rs. 250/- 200 50

Between Rs. 251/- to Rs. 148 37

500
Rs. 501/- & Above 46 52 13
 Percentage of Respondent

13%
Below Rs. 250/-

Between Rs. 251/- to Rs.

b
50% 500/-
Rs. 501/- & Above
37%

Graph No. 09.

Analysis:-
50% Respondent were do monthly recharge in prepaid, below 250/-, 37% between
251/- to 500/- and remaining 13% do more than 501/- in a month.

Interpretation: -

The graph shows Majority of Reliance users are very economical. This is because
of our Group Calling & Night Calling facilities which famous amongst youngsters.

A.10)
Table No. 10

Source: Monthly Bill

Primary Data No Of Respondents % Breakup

Below Rs. 300/- 20 20

Between Rs. 301/- to 50 50

Rs. 600/-
Rs. 601/- & Above 30 30

47
 Percentage Of Respondents

20%
30%
Below Rs. 300/-

Between Rs. 301/- to Rs.600/-

Rs. 601/- & Above

50%

Graph No. 10
Analysis:-

20% of postpaid users were spend the money below 300/- on monthly bill,50%
spend between 301/- to 600/- and 30/- spend above the 601/- in a month.

Interpretation: -

The majority of Bill payers are in average category. This is because most of the
users being service class people.

A.11)

Table No. 11.

Problem Related Bills No Of Respondents % Breakup
In postpaid
Yes 20 20

No 80 80

Source: Primary Data

48
 Graph No. 11
Analysis:-

80% postpaid respondent had no problem in billing but 20% had a problem
in billing.

Interpretation: -

The above graph shows 20% users face the problem in Postpaid related to
the bills.

A.12)

Table No. 12.

Source: Primary
Problems Data
In Services No Of % Breakup
Respondents
Accuracy Of Bills 8 40

Delivery Of Bills 12 60

49
 Percentage of Respondent

40%

Accuracy Of Bills

Delivery Of Bills
60%

Graph No. 12.

Analysis:-

60% postpaid respondent face the problem of delivery of Bill & 40% face problem
in accuracy of bill.

Interpretation: -

The table & graph shows that most of the postpaid users face problem related the
delivery of the bill.

A.13)
Table No. 13.

Source: Primary
Satisfaction OfData No Of Respondents % Breakup
Users
Highly Satisfied 100 20
Satisfied 240 50
Not Satisfied 50 10
Highly Not Satisfied 0 0

50
 Percentage of Respondent

13% 0%
25%
Highly Satisfied

Satisfied

Not Satisfied

Highly Not Satisfied

62%

Graph No. 13.

Analysis:-
20% Respondent are highly satisfied from reliance services, 50% are
satisfied and 10% are not satisfied from reliance service.

Interpretation: -

All Reliance Users are satisfied with our services, which is big success.

A.14)
Table No. 14.
Influencing Factor No Of Respondents % Breakup

Friends 215 43

Family 185 37

Advertisement 50 12

Other 40 8

Source: Primary Data

51
 Percentage of Respondent
8%

12%

Friends
43%
Family

Advertisement

Other

37%

Graph No. 14.

Analysis:-

43% Reliance users motivate from friends, 37% from family, 12% from
advertisement & 8% motivate from others factor

Interpretation: -

It is clear that Friends are the biggest motivating factor for new Reliance user.

A.15)

During the survey it was observed that, the users were putting
their views in advance to improve the service of Reliance. These
are as fallows,

• We should provide new economical packages for students & youngsters

such as group calling, happy hours calling & night calling.

52
 • To give more talk time on small recharge vouchers.

• To reduce GPRS rates.

• To provide better network in ruler area.

• We have to improve customer care facility & most important about the
connectivity.

• To provide low call rates for life time users

• To provide free calling facility between two number for 24 hrs.

• We should activate extra facilities or packages for users after the request of
users.
• To improve the Billing services of postpaid.

FINDINGS: -

• According to analysis of the project we can interpret that the most of the
mobile user in Prepaid belonging to group of Rs. 0/- to Rs. 321/-in Postpaid
between Rs 299/- to Rs. 1500/-
• After conducting the survey most of the customers are to know the plan
from the reference and advertisement.

53
 • Most of the customers said that they have preferred Reliance due to the
affordable rate.
• Maximum people replayed that services provide by Reliance are Punctual
and Quality.
• Due to affordable charges consumers are ready to choose these services
• Most of the consumers are satisfied with services provided by Reliance
• After conducting the survey very less people face problem regarding after
sales service and billing facilities.
• In billing facilities, most of the user faced accuracy problem and battery
back-up problem in GSM reliance product.

SUGGESTIONS: -

1. There are large number of family member doing job in outside of Patna for
them company should provide low STD charges.
2. Also company should offer their customers some happy hours in other circle
(10.paise calling.)

54
 3. Company should provide special facilities for their long-term users. E.g. If
any customer using Reliance connection from last 2 year company should
offer some special package like Free SMS, Free Talk time.
4. Company should provide new economical packages for youngsters such as
Group calling, Free Night calling.
5. Company should provide some Free STD minutes so company can attract
more customers.
6. Sales executives should be well trained and having proper knowledge of the
company product and other competitive product so they can easily
convinced the customers.
7. Company should improve the network condition in urban areas.
8. Company should find out the reason of billing problem.

CONCLUSION: -
The whole objective of the study was to conduct through survey of the
market area of corporate sector of Patna city. The study was crucial because the

55
facts, which were collected from the market, shall provide the essential data to the
organization.
It was also important because the study even concentrated in finding the
consumer satisfaction of the customer, which is a major part in company’s growth
and progress. This study helps the company in developing the new schemes and
also helps to find further fine-tune to overcome from the loopholes in the market.
According to my survey at Reliance telecom. On the topic to study the
customer satisfaction of Reliance prepaid and postpaid services, I have found that
Reliance has attracted the customers with their affordable plans with low tariff rate.
As we know that Reliance has largest customer base and it has largest in telecom
industry because of their punctual and quality service. Reliance customers are
getting the knowledge of various product/plan through references and to various
promotion activities.
Therefore, the customers of Reliance communication are highly satisfied
about their services.

Dear Customer,
We, Reliance are constantly looking to improve the quality of services, as a
valued customer of Reliance how you rate our services, for that we need certain
information; witch will help us to serve you better.

Thank you.

56
 QUESTIONNAIRE

Name:……………………………………..…… Gender: M/F ………………..…..

Address: …………………………………………………………..…………………...
Mobile. No: …………………………………………………………..………………..
Occupation:. ……………………………………. Income: ………………………...
Place: ………………………………..………………. Date: …………………………

Q.1) Are you existing customer of Reliance?

1) Yes. 2) No.
Q.2) If yes, from how long you have using the service of Reliance?
Time duration. Year................. Month...............
Q.3) Are you currently prepaid or postpaid subscriber?
1) Prepaid. 2) Postpaid.
Q.4) what is your opinion regarding the service of Reliance?
1) Very Good. 2) Good.
3) Average. 4) Poor.
Q.5) which types of schemes do you preferred in the service of Reliance?
1) Full Talk time.
2) Validity.
Q.6) What type of Services are you expecting from Reliance?
1) Good network. 2) Good local call rates.
3) Good rooming rates. 4) Good STD rates.

Q7) How do you find appeal of Reliance branding?

1) Very Good. 2) Good.
3) Average. 4) Poor.

Q.8) Do you face any problem in Prepaid related to recharging?

1) Yes 2) No.

57
Q.9) How much do you spend on monthly recharge in Prepaid?
1) Below Rs. 250/-
2) Between Rs. 251/- to Rs. 500/-
3) Rs. 501/- & above.
Q.10) How much your monthly bill in Postpaid?
1) Below Rs. 300/-
2) Between Rs. 301/- to Rs. 600/-
3) Rs. 601/- & above.
Q.11) Do you face any problem related the bill in Postpaid?
1) Yes. 2) No.
Q.12) If yes, then
1) Accuracy of the bill.
2) Delivery of the bill.
Q.13) Are you satisfied from the current Reliance services?
1) Highly Satisfied. 2) Satisfied.
3) Not Satisfied. 4) Highly not satisfied.

Q.14) who is the influencing category for you to choose the services of Reliance?
1) Friends. 2) Family
3). Advertisement 4) Others

Q.15) which company segment do you prefer the most?

1) Reliance 2) Tata-indicom

Q.16) One thing that you want suggest about Reliance?

………………………………………………………………………………….
………………………………………………………………………………......

BIBLIOGRAPHY

58
Philip Kotler Marketing Management , New Delhi Pentice , Hall Of India

11th Edition
Ramaswami Marketing Management , Macmillan India Ltd, Delhi.

3rd Edition
C.R. Kothari Research Methodology New Age International(p)Ltd,

Weblography

WWW.RCOM.CO.IN
www.Google.com
www.wikipidia.com

Secondary Sources

News paper: - The Economics time, The times of India.

Magazine: - India today, Business world.
And Journals.

59