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A SUMMER TRAINING PROJECT REPORT ON

CUSTOMER SATISFACTION ON RELIANCE INFOCOMM

Submitted in the partial fulfillment for the award of Degree of bachelor in Business Administration 2010-2013

UNDER THE GUIDANCE: MS. DEEPTI FACULTY (Management), CPJCHS

SUBMITED BY: TRIPTA SAINI ENROLL NO. :00124201710

CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES & SCHOOL OF LAW An ISO 9001:2008 Certified Institute (Approved by the Govt of NCT of Delhi Affiliated to Guru Gobind Singh Indraprastha University, Delhi) Plot No OCF Sector A-8, Narela New Delhi -4

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CERTIFICATE
I certified that this project report titled CUSTOMER SATISFACTION IN RELIANCE COMMUNICATION on an earlier occasion on this or any other candidate. is bonafide work of MISS TRIPTA who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form art of any other project report or dissertation on the basis of which a degree or award was conferred

DEEPTI (PROJECT GUIDE)

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PREFACE

This report on RELIANCE COMMUNICATION is done to find out certain objective regarding the CUSTOMER SATISFACTION OF

RELIANCE COMMUNICATION to stand strongly in the competitive electronic


market. Reliance communications customer satisfactions are analyses using various models like SWOT analysis etc. The outcomes of their models are properly analyzed to find out the various aspects like companies position and competitors position in the market. The report on RELIANCE COMMUNICATION is not just give description about the company but it also talks about the various techniques of customer satisfaction adopted by the company. SWOT analysis of reliance helps to find out the weak points of the company and to find out the way to overcome this problem. It will contain the conclusion and suggestion regarding customer satisfaction of reliance communication.

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ACKNOWLEDGEMENT

The present work is an effort to throw some light on CUSTOMER

SATISFACTION. The work would not have been possible to come to the present shape without the able guidance, supervision, and help to me by number of people.

With deep sense of gratitude. I acknowledged the encouragement and guidance received by my project supervisor Mrs.DEEPTI.

I convey my heartfelt to all those people who helped and supported me during the course, for completion of my project report.

TRIPTA SAINI

(00124201710)
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OBJECTIVE

The basic purpose of the research was to identify the position of the RELIANCE and the satisfaction of more and more customers in reliance communication. These key objectives of the research are completed as follows: (1) To know about the how they get training. (2) To know about the employees satisfaction from training. (3) To make the employees aware about the new product and plans and with this to know exactly what type of plans does the customer wants to use. (4) Ask them to take the complete view of the customer about the RCIL and its services and thus to generate need of Reliance products. (5) With the help of the questionnaire the company can make important changes in the training procedure

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INTRODUCTION
World telecom industry is an uprising industry, proceeding towards a goal of achieving

two third of the world's telecom connections. Over the past few years information and communications technology has changed in a dramatic manner and as a result of that world telecom industry is going to be a booming industry. Substantial economic growth and mounting population enable the rapid growth of this industry.

The world telecommunications market is expected to rise at an 11 percent compound annual growth rate at the end of year 2010. The leading telecom companies like AT&T, Vodafone, Verizon, SBC Communications, Bell South, Qwest Communications are trying to take the advantage of this growth. These companies are working on telecommunication fields like broadband technologies, EDGE(Enhanced Data rates for Global Evolution) technologies, LAN-WAN inter networking, optical networking, voice over Internet protocol, wireless data service etc.

Economical aspect of telecommunication industry: World telecom industry is taking a crucial part of world economy. The total revenue earned from this industry is 3 percent of the gross world products and is aiming at attaining more revenues. One statistical report reveals that approximately 16.9% of the world population has access to the Internet.

Present market scenario of world telecom industry: Over the last couple of years, world telecommunication industry has been consolidating by allowing private organizations the opportunities to run their businesses with this industry. The Government monopolies are now being privatized and consequently competition is developing. Among all, the domestic and small business markets are the hardest.

GLOBAL SCENARIO
Until the 1980s the world telecommunications systems had a simply administrative structure. The United States telephone service was supplied by a regulated monopoly, American Telephone and Telegraph (AT&T).

Telegraph service was provided mainly by the Western Union Corporation. In almost all other countries both services were the monopolies of government agencies known as PTTs (for Post, Telephone, and

Telegraph). In the United States beginning in 1983, AT&T agreed in a court settlement to divest itself of the local operating companies that provided basic telephonic service. They remained regulated local monopolies, grouped together into eight regional companies.

AT&T now offers long distance service in competition with half a dozen major and many minor competitors while retaining ownership of a subsidiary that produces telephonic equipment, computers and other electronic devices. During the same period Great Britains national telephone company was sold to private investors as was Japans NTT telephone monopoly. For telegraphy and data transmission, Western Union was joined by other major companies, while many multinational firms formed their own telecommunications services that link offices scattered throughout the world. New technology also brought continuing changes in the providers of telecommunication. Private companies such as Comsat in the United States were organized to provide satellite communication links within the country.

Around the world we are witnessing remarkable changes to the telecoms environment. After years of debate, structural separation is now taking place in many parts of the world including Hong Kong, New Zealand, Singapore and some European markets. Structural separation or at least full-blown operational separation is required to advance the entire industry and to create new business opportunities and innovations which will benefit our society, our economy and ultimately our industry.

The focus is also shifting away from broadband to what it can actually achieve. Next Generation Telecommunications better describes this new environment and is essential for the emerging digital economy. Important services that depend on NGT include tele health, e-education, e-business, digital media, egovernment and environmental applications such as smart utility meters.

In order to meet this burgeoning consumer demand for NGT applications, we are seeing increasing investment in All-IP Next Generation Networks and fiber networks. A proper inventory of national infrastructure assets is

required if we want to establish an efficient and economically viable national broadband structure for these services.

These are some of the elements of the broader ICT revolution that is unfolding before our very eyes. We are right in the midst of the transition from old communications structures (mainly one-way streets) to new structures that are fully-interactive and video-based.

One of the drivers behind the industry changes are the declining revenues experienced by the telcos in their traditional markets. Over the past 10 years or so, fixed-line operators have been affected by deregulation, a severe industry downturn, declining prices and major inroads by mobile services. In addition, people are drifting to other forms of communication, such as email, online chat, and mobile text messaging instead of the traditional phone.

This has also led to an increased need for bandwidth, which in turn has revived the submarine cable sector. In recent times there have been many cable build-out announcements around the world, and some major systems are again being constructed. Over 25 systems are expected to be built over the next two to three years and network upgrades are also on the agenda for some existing systems.

It is clear that the mobile industry is also undergoing profound changes. The saturated developed markets are forcing the industry to find new revenue streams and we are now seeing other organizations such as media companies, content providers, Internet media companies and private equity companies becoming involved in this market.

For the time being however, voice will remain the killer application for mobile with some data services included as support services and niche market services. 4G (ie, WiMAX/LTE) is the real solution for mobile data and by 2015 it is expected that the majority of mobile revenues will come from data.

With the Internet economy, digital media and other telecommunications activities becoming further established, the need for modern and efficient infrastructure is becoming more critical.

INDIAN 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 teledensity 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. 2. 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 export 8. Reduction in Mobile Termination Charges as the cost per line has substantially reduced 9. Due to technological advancement and increase in traffic

COMPANY PROFILE

Think big, think fast, think ahead. Ideas are no ones monopoly.- Dhirubhai H. Ambani

ABOUT THE COMPANY


Reliance Communications is the flagship company of the AnilDhirubhai Ambani Group (ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange, it is Indias leading integrated telecommunication company with over 35 million customers. Our 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. Our constant endeavor is to achieve customer delight by enhancing the productivity of the enterprises and individuals we serve. Reliance Mobile (formerly Reliance India Mobile), launched on28 December 2002, coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was among the initial initiatives of Reliance Communications. It marked the auspicious beginning of Dhirubhai dream of ushering in a digital revolution in India. Today, we can proudly claim that we were instrumental in harnessing the true power of information and communication, by bestowing it in the hands of the common man at affordable rates. We endeavor to further extend our efforts beyond the traditional value chain by developing and deploying complete telecom solutions for the entire spectrum of society.

Reliance Communications Limited is engaged in the business of providing telecommunications services. The Company has five segments: Wireless segment includes wireless operations of the Company; Broadband segment includes broadband operations of the Company; Global segment include national long distance and international long distance operations of the Company and the wholesale operations of its subsidiaries; Investment segment includes investment activities of the Group companies, and Other segment is consists of the customer care activities and direct to home (DTH) activities. As of March 31, 2011, the Company had approximately 136 million wireless subscribers. During the fiscal year ended March 31, 2011, the Company launched high definition (HD) set top box (STB). On December 6, 2010, the Company acquired Reliance Mobile Commerce Limited. On January 31, 2011, the Company acquire Reliance Communications Maharashtra Private Limited.

EXECUTIVE SUMMARY BOARD OF DIRECTORS

Mr. Anil D. Ambani -: Chairman Mr. A.K PURWAR -: Director Mr. S.P TALWAR -: Director Mr. DEEPAK SHOURIE -: Director Mr. J.RAMACHANDRAN -: Director Mr. SATISH SETH -: Managing Director

COMPANY SECRETARY & MANAGER


Mr.Hasit Shukla

AUDITORS
M/s. Chaturvedi & Shah

RELIANCE GROUP-:
Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (19322002), ranks among Indias top three private sector business houses in terms of net worth. The group has business interests that range from telecommunications (Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the generation and distribution of power (Reliance Energy Ltd).Reliance ADA Groups flagship company, Reliance Communications, is India's largest private sector information and Communications Company, with over 30million subscribers. It has established a pan-India, high-capacity, integrated (wireless and wire line), convergent (voice, data and video) digital network, to offer services spanning the entire info com value chain. Other major group companies Reliance Capital and Reliance Energy are widely acknowledged as the market leaders in their respective areas of operation.

MISSIONS AND VISIONS OF RELIANCE COMMUNICATION-:

MISSIONS-:

Excellence in Communication initiatives


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 patiently with novelty and dedication with a motive to achieve excellence in quality, reliability, safety in products &service as the ultimate goal. To earn trust and confidence of all stake holders, exceeding their expectations and making the Company a respected household name. To consistently achieve high growth with the highest levels of productivity.

To be a technology driven, efficient and financially sound organization. To contribute towards community development and nation building. To promote a work culture that fosters individual growth, team spirit and creativity to overcome challenges and attain goals. To encourage ideas, talent and value systems. To uphold the guiding principles of trust, integrity and transparency in all aspects of interactions and dealings.

VISION-:
We will leverage our strengths to execute complex global-scale projects to facilitate leadingedge 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 India's knowledge workers to deliver their services globally.

SWOT analysis of reliance communication


STRENGTH
1. Big brand name 2. The new technology launcher(CDMA) 3. Good network in INDIA 4. Recently reach to a mark of 100 million subscribers in INDIA.

WEAKNESS

1. Billing problems/locations 2. Battery life of hand sets

OPPORTUNITIES
1. 2. 3. 4. 5. Introduction of black berry phones Growing data card market Growing market of CDMA phones Establishment of new business. Simply unlimited plan launch

THREATS
1. 2. 3. 4. Launch of B.S.N.L prepaid USB modem Big market share of Airtel growing in ORISSA Free SMS per month plan given By Airtel Threats from idea postpaid plans

Peer Comparison

Company Bharti Airtel Idea Cellular Rel. Comm. Tata Comm Tata Tele. Mah. Tulip Telecom MTNL OnMobile Global Quadrant Tele. Nettlinx

Market Cap (Rs. in Cr.) 141,267.74 31,398.17 16,233.52 5,499.08 3,244.21 2,251.85 2,164.05 696.38 205.72 12.99

P/E (TTM) (x) 19.57 39.58 0.00 29.59 0.00 6.93 0.00 8.03 0.00 0.00

P/BV (TTM) (x) 3.22 2.56 0.34 0.78 -5.26 1.85 0.33 0.85 -0.28 0.78

EV/EBIDTA ROE (x) (%) 11.13 10.79 31.54 8.38 6.78 5.33 0.00 8.65 18.79 25.75 19.1 7.0 -2.5 2.4 -90.5 28.9 0.0 8.3 0.0 -3.4

ROCE (%) 18.5 6.2 -0.6 4.0 -9.3 19.5 0.0 8.0 0.0 -0.1

D/E (x) 0.21 0.72 0.57 0.34 0.00 1.37 0.00 0.17 0.00 0.25

Vital Comm.

3.49

0.00

0.09

0.00

0.0

0.0

0.03

WIRELESS NETWORKS IN INDIA OF RELIANCE COMMUNICATION

Reliance Mobile - With over 85 million subscribers across India, Reliance Mobile is Indias largest mobile service brand. Reliance Mobile services now cover over 20,000 towns, 5 lakh villages and counting. Reliance Mobile World - The Reliance Mobile World suite of Reliance Mobile is a unique Java-based application. Its uniqueness lies in the fact that it enables complex Internet application to be introduced in mobile phones effectively and quickly. Reliance Mobile World receives over 1.5 billion page views per month from Reliance Mobile users.

Broadband- The successful rolling out of real broadband services across the nation marks the second chapter of Reliance Communications commitment to usher in a digital revolution in India. E-education Digital Workplaces E-healthcare Integrated Enterprise Solution Rural Communication- Reliance Communications is committed to bringing about a complete revolution in rural telephony. With this goal set high on its agenda, it has initiated a mammoth expansion plan to reach out to four lakh villages across the length and breadth of the country. Village Public Telephone Rural Community Phone (RCP) Rural Household DELs IDC- Reliance is India's largest Internet Data Center (IDC) service provider, hosting business critical applications of Indian and foreign blue chip companies, financial institutions and other important organizations. Reliance Internet Data Centers are truly world class Level 3 (highest) IDC facilities, with more than 200,000 sq ft of hosting space. Reliance World - Reliance World (formerly Reliance Web World) is a world-class nationwide chain of retail outlets for products and services of the Reliance Anil Dhirubhai Ambani Group.

It is designed to give the customer a delightful experience of the digital world of information, communication, entertainment and utility services. Carrier Business - Reliance Communications is a National Long Distance (NLD) and International Long Distance (ILD) service provider, rendering national and international transport links between other telecommunication service providers' networks. Its wholesale customers include Indian and international telephony service providers, Internet service providers, long-distance carriers, call center operators, multinational companies, business process outsourcing (BPO) companies, IT-enabled service (ITES) providers and government and quasi-government organizations. Infrastructure Business - RTIL, a subsidiary of Reliance Communications Limited, was incorporated in 2001 as a private limited company. Reliance Communications Limited (RCOM) 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 (RTL). RTIL is an independent wireless telecommunications infrastructure company in India, engaged in the business of building, owning and operating communications towers and related assets (together, passive infrastructure), which it will lease to the wireless operators under long-term contracts.

LITERATURE REVIEW

1.)
http://www.emeraldinsight.com/journals.htm?articleid=1734984&show=abstract

Title:
Author(s): Citation:

Customer satisfaction and service measurement in Indian call centres

quality

Anand Kumar Jaiswal, (Indian Institute of Management, Vastrapur, India) Anand Kumar Jaiswal, (2008) "Customer satisfaction and service quality measurement in Indian call centres", Managing Service Quality, Vol. 18 Iss: 4, pp.405 - 416 Call centres, Customer satisfaction, Customer services quality, India

Keywords:

Article type: Research paper DOI: Publisher: Abstract: 10.1108/09604520810885635 (Permanent URL) Emerald Group Publishing Limited Purpose The purpose of this research is to examine customer satisfaction and service quality measurement practices followed in call centres. Design/methodology/approach The study uses qualitative

methodology involving in-depth interviews. The respondents were senior managers belonging to quality or operation divisions in four large call centres in India. Findings It is found that service quality management in call centres disregards customers. The study suggests that call centre managers overly depend on operational measures. Customer orientation in assessing service performance is either low or absent in most call centres. Research limitations/implications Since the study has used qualitative methodology, observations and findings need to be validated with empirical data. Practical implications The paper suggests that call centres need to develop systematic and comprehensive measurement of perceived service quality in order to provide superior call centre experience to their customers. Originality/value The paper is the first systematic study that examines customer satisfaction and service quality measurement practices in call centres in India, a country which has emerged as a leading player in the global business process outsourcing industry.

2.)
http://www.emeraldinsight.com/journals.htm?articleid=1524010&show=abstract

Title:
Author(s):

Service quality models: a review


Nitin Seth, (Indian Institute of Technology, New Delhi, India), S.G. Deshmukh, (Indian Institute of Technology, New Delhi, India), Prem Vrat, (Indian Institute of Technology, Roorkee, India) Nitin Seth, S.G. Deshmukh, Prem Vrat, (2005) "Service quality models: a review", International Journal of Quality & Reliability Management, Vol. 22 Iss: 9, pp.913 - 949 Communication technologies, Customer satisfaction, Customer services quality,Service delivery, Service levels, SERVQUAL Literature review 10.1108/02656710510625211 (Permanent URL) Emerald Group Publishing Limited Purpose The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature. Design/methodology/approach The paper critically examines 19

Citation:

Keywords: Article type: DOI: Publisher: Abstract:

different service quality models reported in the literature. The critical review of the different service quality models is intended to derive linkage between them, and highlight the area for further research. Findings The review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. In addition to this even the customer's expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc. This paper provides a rich agenda for future research in the subject. Research limitations/implications This research developed a linkage between the different service quality models. Practical implications The growth of literature in the field of service quality seems to have developed sequentially, providing a continuous updating and learning from the findings/observations of predecessors. This paper provides new directions to service quality researchers. Originality/value This paper explores new directions in service quality research and offers practical help to researchers and practitioners in providing a direction for service quality improvement.

3.)
http://www.emeraldinsight.com/journals.htm?articleid=855926&show=abstract

Title:
Author(s):

Determinants of customer-perceived service quality: a confirmatory factor analysis approach


G.S. Sureshchandar, (Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, India), Chandrasekharan Rajendran, (Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, India), R.N. Anantharaman, (Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, Chennai, India) G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman, (2002) "Determinants of customer-perceived service quality: a confirmatory factor analysis approach", Journal of Services Marketing, Vol. 16 Iss: 1, pp.9 - 34

Citation:

Keywords:

Customer behaviour, Factor analysis, Service quality

Article type: Research Paper DOI: Publisher: Abstract: 10.1108/08876040210419398 (Permanent URL) MCB UP Ltd The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. A careful examination of the instrument divulges that the factors and the corresponding items are not comprehensive as it appears that the instrument has left out certain important constituents of service quality. In this background, the current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the literature and proposes a comprehensive model and an instrument framework for measuring customer perceived service quality. The instrument has been designed with specific reference to the banking sector. Data have been collected from customers of banks in a huge developing economy. The proposed instrument has been empirically tested for unidimensionality, reliability and constructs validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.

4.)
http://www.emeraldinsight.com/journals.htm?articleid=843077&show=abstract

Title:
Author(s):

A review of literature on benchmarking


R. Dattakumar, (Department of Mechanical Engineering, The National Institute of Engineering, Mysore, India), R. Jagadeesh, (Department of Mechanical Engineering, Sri Jayachamarajendra College of Engineering, Mysore, India) R. Dattakumar, R. Jagadeesh, (2003) "A review of literature on benchmarking", Benchmarking: An International Journal, Vol. 10 Iss: 3, pp.176 - 209 Benchmarking, Classification, Literature, Quality

Citation:

Keywords:

Article type: Literature review DOI: Publisher: Abstract: 10.1108/14635770310477744 (Permanent URL) MCB UP Ltd Benchmarking is recognised as an essential tool for continuous improvement of quality. A large number of publications by various authors reflect the interest in this technique. Reviews of literature on benchmarking have been done in the past by a few authors. However, considering the contributions in the recent times, a more comprehensive review is attempted here. In this paper, the authors have reviewed benchmarking literature in a way that would help researchers, academicians and practitioners to take a closer look at the growth, development and applicability of this technique. The authors have examined various papers and have proposed a different scheme of classification. In addition, certain gaps that would provide hints for further research in benchmarking have been identified.

RESEARCH METHODOLO -GY

RESEARCH METHODOLOGY

Methodology in the applied sense refers to various methods used by the researcher right from data collection and various techniques used for the same for interpretation and inference. Methods and techniques are often used synonymously in research literature. Research methodology is what must be done, how it will be done, what data will be needed, what data gathering will be employed, how sources of data will be selected and how the data will be analyzed and conclusions reached. When we talk of research methodology we not only talk of the research methods but also consider the logic behind the methods we use in the context of our

research study and explain why we are using a particular method or technique and why we are not using others so that research results are capable of being evaluated either by the researcher himself or by others.

Major Data Collection methods


I. Secondary Research

a) Internal secondary data:- Data from the company itself which the company already has b) External secondary data:- Data from the magazines and newspapers,

II. Survey Research


a) Telephone interviews:- Collection of information from respondents via telephone b) Mail interviews:- Collection of information from respondents via mail or similar techniques

c) Personal interviews Home interviews Intercept interviews Collection of information in a face-to-face situation. Personal interviews in the respondents home or office Personal interviews in a central location, generally a shopping mall

III. Field experiments


Manipulation of the independent variables in a natural situation.

TYPES OF RESEARCH

There are many types of the research like descriptive, applied, causal & exploratory. a. Descriptive research: This method used to search the facts by defining the current scenario. We can arrive at definite conclusion after applying this technique. b. Exploratory research: This research is conducted through a group where the problem is stated and its major cause are eliminated and proceeding further with these root cause. c. Applied research: This research helps in identifying the immediate solution of a problem. This research deals with real life situations. d. Causal research: This research are conducted to establish a cause and effect relationship between variables .This research needs a specific laboratory such as interview room ,one -way mirrors ,video equipment, tape recorders and so on

FINDINGS & CONCLUSIO NS

GRAPHICAL

PRESENTATION OF THE FINDINGS

CONCLUSION
Reliance communication is a very big brand name and I am very thankful to the Reliance people to help me in completing my project in Reliance world. Reliance world provides me the good opportunities to make my skills stronger in marketing. I express gratitude to my project guide Miss Gunjan for giving me her useful guidelines and important time. While doing this project I have talked with many people and came to know about the market and I learnt that how the companies works and what they have to do for retaining their position in the market. Reliance world has trained me to face the challenges whatever in the market.

As RELIANCE COMMUNICATION is a telecom company the project was totally a marketing project hence it helped me to practically understand the telecommunication services. The company helped to understand various schemes. The company also helped me to understand every step of their competitors in the market. During the survey it is observed that what are the real problems faced by the customer. Meeting different people in various segments, interviewing with corporate and actual users helped me to learn the basics of telecom industry. During the survey I came to know the real competition between the major players of telecom industry. It helped me to understand the future of telecom industry with its opportunities and threats.

SUGGESTIO -NS

After completing the work on Customer satisfaction towards reliance communication of Reliance world, there are some important suggestions to the company about its products:1. Company should come with some good and effective plans to make the customer satisfied. 2. Company should move towards the good customer relations so company should plan for the customer relationship management. 3. Reliance Communications is having good range of its products that is why they are challenging the competitors so make it large. 4. Sales Executives are not getting proper guidance and support from the seniors because of heavy workload on them so there is a need to manage workload so managing manpower is also a big task to do. 5. Majority of respondents complain about the after sales services like billings, and interruption in the network so the quality of after sales services should be improved. 6. Customer care services are very poor company should improve that part also. 7. Device installation and registration on site should be easier to work so that customers need not to give more papers at the time of purchasing a new connection. 8. Reliance Communication should make such strategies which suits the companys name and brand. Reliance Communication is already having a good brand image

BIBLIOGRAPHY

WEBSITES:
WWW.Reliancecommunication.com http://www.scribd.com/doc/63357293/23/SWOTANALYSIS-OF-RELIANCE-COMMUNICATION http://www.indiainfoline.com/Markets/Company/Backgrou nd/Company-Profile/Reliance-CommunicationsLtd/532712

BOOKS PREFFERED:
Marketing Management- Philip Kotler Marketing Management- AIMA STUDY Material Marketing Research-TULL and Hawkins

NEWS PAPERS:
THE ECONOMIC TIMES THE TIMES OF INDIA FINANCIAL EXPRESS

BUSINESS STANDARD