![JIO
• Reliance Jio Infocomm Limited doing business as Jio, is a LTE mobile network
operator in India. It is a wholly owned subsidiary of Reliance Industries
headquartered in Mumbai, that provides wireless 4G LTE service network (without
2G/3G based services) and is the only 'VoLTE-only' (Voice over LTE) operator in the
country which lacks legacy network support of 2G and 3G, with coverage across all
22 telecom circles in India.
• The services were first beta-launched to Jio's partners and employees on 27
December 2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani,
founder of Reliance Industries,[5][6] and later services were commercially launched
on 5 September 2016.](https://image.slidesharecdn.com/researchmethodology-170409040513/85/Research-methodology-Research-Study-of-Indian-telecom-Industry-31-320.jpg)
![RELIANCE COMMUNICATION
• Reliance Communications (formerly Reliance Infocomm), along with Reliance Telecom
and Flag Telecom, is part of Reliance Communications Ventures (RCoVL). According to
National Stock Exchange data, Anil Ambani controls Telecommunications Company. It is
the flagship company of the Reliance-Anil Dhirubhai Ambani Group, comprising of
power (Reliance Energy), financial services (Reliance Capital) and telecom initiatives of
the Reliance ADA Group. Reliance Infocomm is currently managed by Anil Dhirubhai
Ambani. It uses CDMA2000 1x technology. Reliance Communications is also into
Wireline Business throughout India and has the largest OFC backbone architecture
[roughly 110,000 km] in the country. The company also has licenses in the GSM telecom
services space for most of the Telecom Circles (zones in layman's words). It currently
operates in 8 circles and plans to launch in the others soon.](https://image.slidesharecdn.com/researchmethodology-170409040513/85/Research-methodology-Research-Study-of-Indian-telecom-Industry-34-320.jpg)
Research methodology. Research Study of Indian telecom Industry
- 1. A PRESENTATION ON, RESEARCH METHODOLOGY Presented By, Sayan Dey Debjit Das Kanchan Paul Hilal Bin Zia Subham Karmakar
- 2. A research proposal to determine customer satisfaction level on services provided by different telecom companies
- 3. AGENDA Introduction Analysis Factors affecting telecom industry Abstract Research methodology Prospect Problem Results
- 4. INTRODUCTION Models of service quality and customer satisfaction have been well researched within the consumer goods and service area, much less attention has been paid to high involvement service satisfaction. This study will benefit telecom industry by helping it identify the determinants of customer satisfaction. It will also provide a model to the industry that can be used in evaluating consumer satisfaction for future use. This study will also help in understanding how satisfied the customers are.
- 5. ANALYSIS • India's tele-density has improved from under 4% in March 2001 to around 79.38% by the end of March 2015. • The mobile subscriber base (GSM and CDMA combined) has grown from under 2 m at the end of FY00 to touch almost 996.5 m at the end of March 2015. • Tariff reduction and decline in handset costs has helped the segment to gain in scale. The cellular segment is playing an important role in the industry by making itself available in the rural areas where the tele-density is far lower (48.37%) than that in urban India (148.61%). • As far as wireless broadband connections (>= 512 kbps) are concerned, India's internet users have risen considerably from 50 million in 2007 to 100 million in 2010 and more than 300 million in 2014, with close to 60% users accessing internet via mobiles (as per Internet & Mobile Association of India. This makes India the world's second-largest internet market after China. Consumption of data services continues to grow at an exponential pace.
- 6. FACTORS AFFECTING TELECOM INDUSTRY Telecom companies or mobile operators to reconfigure their strategy and business to sustain or improve their competitive advantage. All of them compete with each other to grab customers by providing wide range of services. Each of the operators has three or four or more packages to fulfill its subscribers/customers specific need. But to what extent customers are satisfied with their products and services is a vital question. In this emerging market customers are not that loyal to one particular telecommunication company.Hence,the major telecommunication companies forced to consider how to create a loyal customer base that will not be erode even in the face of fierce competition. Therefore thses companies must realize the necessity of having customer loyalty which might help them to develop a loyal customer base.
- 7. ABSTRACT • Title: Service quality and customer satisfaction: A case of telecom companies • Level: Research paper for Bachelor in business administration • Examiner: A. Debjit Das B. Hilal Bin Jia C. Kanchan Paul D. Sayan Dey E. Subham Karmakar • Aim: The aim of the research is to analyse the impact the service quality on customer satisfaction. A sound association is found between customer satisfaction and the quality of service provided by the companies. In business world customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. The study investigates the effect of quality on satisfaction by focusing on the relationship between service quality and customer satisfaction and how quality can be improved.
- 8. CONTD.. • Conclusions: Findings reveal that quality of service does effect the customer satisfaction up to some certain level as both concepts are distinct and the relationship found between them is casual. Also the quality of service has significant contribution towards customer satisfaction because it is affected by various factors such as human interaction, value, price, performance etc. To improve performance system companies should focus more on introducing establishing a service culture followed by a strong strategy in place and by removing gaps between management – employees and its customers. It is found that through proper planning and constant monitoring companies can develop effective strategies to improve quality levels and to retain their existing & future customers.
- 9. CONTD.. • Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. It also identifies various factors affecting the both constructs. Service firms can adopt various practises as explained in this study in order to improve the quality of service that can best serve existing and future customers. The relationship between service quality and customer satisfaction is not widely discussed in the literature so future research can be done in the same area by using the results of this study. • Key words: Customer satisfaction, Service Quality, Service Improvement Strategy, Service Gaps
- 10. HOW TO RESEARCH TELECOM SECTOR • Supply : Intense competition has resulted in prompt service to the subscribers. • Demand : Given the low tariff environment and relatively low rural and semi urban penetration levels, demand will continue to remain higher in the foreseeable future across all the segments. • Barriers to entry : Complex regulations, high capital investments, well- established players who have a nationwide network, license fee, continuously evolving technology and lowest tariffs in the world.
- 11. CONT.… • Bargaining power of suppliers : Improved competitive scenario, mobile number portability (MNP), and commoditisation of telecom services has led to reduced bargaining power for services providers. • Bargaining power of customers : A wide variety of choices available to customers both in fixed as well as mobile telephony has resulted in increased bargaining power for the customers. • Competition : Competition is expected to increase when Reliance Jio Infocomm (RJio) enters the industry in 2016. Reduced tariffs have hurt all incumbent operators.
- 12. PROSPECTS • The fixed line business continues to remain muted despite the low penetration levels in the country. The increasing demand for data based services such as the Internet is the major catalyst in the growth of the sector. The scale of the mobile opportunity in India is therefore immense. • Increasing choice and one of the lowest tariffs in the world have made the cellular services in India attractive for the average consumer. The teledensity in urban areas is nearly 150%. Therefore, the main driver for future growth would be the rural areas where wireless tele-density is around 48.37%.
- 13. CONT.… • The operator's competitive position improved during FY15. Due to reducing competition, tariffs remained stable. However, operators did not see better realizations. In fact, realisations fell due to the aggressive push for subscriber additions. While operators succeeded in achieving good growth in subscriber additions, they will be tested with the imminent entry of RJio. • The government successfully concluded the auction process for 800 MHz, 900 MHz, 1,800 MHz, and 2,100 MHz spectrum. Out of the 470.75 MHz that was put up for auction in 22 circles, 418.05 MHz was sold for a consideration of Rs 1,098,749 million. Operator will use the spectrum to roll-out high speed 3G and 4G services
- 14. Rank Operator’s Name Subscribers (in millions) Active Subscribers 1 Airtel India 263.05 96.83 % 2 Vodafone India 201.90 94.84 % 3 Idea Cellular 190.52 94.26 % 4 BSNL Mobile 99.95 78.11 % 5 Aircel 90.34 69.94 % 6 Jio 90 100 % 7 Reliance Communication 86.16 87.28 % 8 Tata DoCoMo 55.70 82.23 % 9 MTS India 6.71 64.51 % 10 MTNL 3.61 64.79 % Rank wise all Indian telecom companies are
- 16. BHARTI AIRTEL • Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest cellular service provider with more than 75 million subscribers as of August 2008. • It also offers fixed line services and broadband services. The company also provides telephone services and Internet access over DSL in 14 circles. • The company complements its mobile, broadband & telephone services with national and international long distance services. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station.
- 19. VODAFONE COMMUNICATION Vodafone Communication, previously Hutchison Essar is a cellular operator in India that covers 21 telecom circles in India. Despite the official name being Vodafone Communication, its products are simply branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. Vodafone Communication provides 2G services based on 900 MHz and 1800 MHz digital GSM technology, offering voice and data services in 21 of the country's 23 license areas.
- 22. IDEA CELLULAR • Idea Cellular is a wireless telephony company operating in various states in India. It initially started in 1995 as a joint venture between the Tatas, Aditya Birla Group and AT&Tby merging "'Wings Cellular'" operating in Madhya-Pradesh, UP West, Rajasthan and Tata Cellular as well as Birla AT&T Communications. 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 Pradesh, Madhya Pradesh, Chhattisgarh, Uttar Pradesh (East and West), Haryana, Kerala, Rajasthan and Delhi (inclusive of NCR).The company has its retail outlets under the "Idea n' U" banner. The company has also been the first to offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban areas.
- 25. BSNL • Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned Telecommunications company headquartered in New Delhi, India. It was incorporated on 15 September 2000 and took over the business of providing of telecom services and network management from the erstwhile Central Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1 October 2000 on a going concern basis. It is the largest provider of fixed telephony, largest broadband services provider with more than 60% Market share, and fifth largest mobile telephony provider in India. However, in recent years the company's revenues and market share have plummeted into heavy losses due to intense competition in the Indian telecommunications sector. BSNL is India's oldest and largest communication service provider (CSP). It had a customer base of 117 million as of January 2014.
- 28. AIRCEL • Aircel Indian mobile network operator headquartered in Gurgaon, which offers voice and 2G, 3G and 4G data services. Maxis Communications holds a 74% stake and Sindya Securities and Investments holds the remaining 26%. Aircel was founded by C Sivasankaran and commenced operations in Tamil Nadu in 1999. It is the fifth largest mobile service provider in India with a subscriber base of 83.05 million subscribers as of June 2015. Aircel is a market leader in Tamil Nadu and has considerable presence in Odisha, Assam and North-East telecom circles.
- 31. JIO • Reliance Jio Infocomm Limited doing business as Jio, is a LTE mobile network operator in India. It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai, that provides wireless 4G LTE service network (without 2G/3G based services) and is the only 'VoLTE-only' (Voice over LTE) operator in the country which lacks legacy network support of 2G and 3G, with coverage across all 22 telecom circles in India. • The services were first beta-launched to Jio's partners and employees on 27 December 2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries,[5][6] and later services were commercially launched on 5 September 2016.
- 34. RELIANCE COMMUNICATION • Reliance Communications (formerly Reliance Infocomm), along with Reliance Telecom and Flag Telecom, is part of Reliance Communications Ventures (RCoVL). According to National Stock Exchange data, Anil Ambani controls Telecommunications Company. It is the flagship company of the Reliance-Anil Dhirubhai Ambani Group, comprising of power (Reliance Energy), financial services (Reliance Capital) and telecom initiatives of the Reliance ADA Group. Reliance Infocomm is currently managed by Anil Dhirubhai Ambani. It uses CDMA2000 1x technology. Reliance Communications is also into Wireline Business throughout India and has the largest OFC backbone architecture [roughly 110,000 km] in the country. The company also has licenses in the GSM telecom services space for most of the Telecom Circles (zones in layman's words). It currently operates in 8 circles and plans to launch in the others soon.
- 37. TATA COMMUNICATION • Tata Teleservices Limited (TTSL) is a part of the Tata Group of companies, an Indian conglomerate. It runs under the brand name Tata Communication in India, in various telecom circles of India. The company forms part of the Tata Group's presence in the Telecommunication Industry in India, along with Tata Teleservices (Maharashtra) Limited (TTML) and TATA COMMUNICATIONS LTD. It was founded in the year 2000 and its chairman is Natarajan Chandrasekaran. TTSL also announced that it would provide CDMA mobile services targeted towards the youth, in a joint venture with Virgin, UK, on a Franchisee model basis.
- 40. MTS INDIA • Sistema Shyam Tele Services Limited (SSTL), doing business as Mobile Tele Systems India (MTS India), is the Indian subsidiary of the Russian mobile operator MTS. The company is headquartered in New Delhi, India. It provides wireless voice, broadband Internet, messaging and data services in India. MTS India is the tenth largest mobile operator in the country with 6.71 million subscribers as of October 2016. • MTS launched EVDO Rev A based high-speed mobile broadband service, M Blaze, in November 2009 and has seen tremendous market acceptance with over 5 lakh (As per February 2011 Data) customers in a short span of time. In April 2010, MTS launched MTS TV for MTS M Blaze customers. MTS M Blaze has coverage in 100+ cities as of February 2011. MTS has also announced pan-India roaming for its users in April–May 2010. MTS also provides M Browse which is CDMA-1x technology based internet service. According to Vsevolod Rozanov, President & CEO, MTS India, with a view to enhance customer experience, MTS has prepared a blue print to take the mobile broadband usage in the country to the next level. In a phased manner, MTS will be launching seamless HSD services across some of the busiest highways in the country. On 5 September, MTS India announced the commercial availability of its EVDO Rev B Phase 2 network. On 23 October 2013 SSTL announced its roll out plan of its 3GPLUS network in nine circles namely Delhi NCR, Kolkata, Gujarat, Rajasthan, Karnataka, Tamil Nadu, Kerala, Uttar Pradesh (West) and West Bengal.
- 43. MTNL • Mahanagar Telephone Nigam Limited (MTNL) is a state-owned telecommunications service provider in the metro cities of Mumbai and New Delhi in India and in the island nation of Mauritius in Africa. The company had a monopoly in Mumbai and New Delhi until 1992, when the telecom sector was opened to other service providers. "Transparency makes us different" is the motto of the company. The Government of India currently holds 100% stake in the company. In recent years, MTNL has been losing revenue and market share heavily due immense corruption within MTNL itself, due to which subscribers faced connectivity issues, outages, customer service is also a tedious task as MTNL employees are lazy in their work and carry a DO NOT CARE attitude towards their customers. • MTNL has set up a wholly owned subsidiary called Mahanagar Telephone Mauritius Limited (MTML) in Mauritius, providing mobile and international long distance services. MTML is the second operator in Mauritius. Necessary licenses were obtained in January 2004. MTML has already started its ILD & CDMA based basic services in Mauritius. In Mauritius, 44,312 telephone connections are operational from a total switching capacity of 50,000. Moreover, through joint ventures with local telecommunications providers, MTML plans to offer Internet access through its wireless network by February 2007.
- 45. PROBLEMS There are some points which can be detected after reading the following research. The points are: • Though there are many telecom companies in India, these companies can be divided mainly by two groups: a) Companies having good network coverage but whose offers are less and expensive. b) Companies having various offers and service packages but their network coverage is not up good. • There are many places in India where, there is no network coverage. • The service quality of the government telecom companies are very Poor.
- 46. RESULT • Due to this problem, lots of customers are usually shifting one service to another service. Nowadays people are interested in 4G within low price. So, at present Reliance launched Jio sim. Jio sim holder are naturally using Jio sim for calling and internet. After their offer the sim holder may leave that sim and services. According to lot of customers. • Vodafone are giving ‘Flex’ services. Within one Flex recharge user can get net packs, talk time, sms packs etc. • Airtel also are giving lots of offers but those are very expensive for common people. It is expensive also for 4G. • Based on good connectivity, Airtel and Vodafone are going to be first preference. Based on free call system Jio is also most preferable. • Idea and Aircel have normal connectivity and their package are also good but not expensive. But, their data connection is not effective than Jio, Airtel, Vodafone.
- 47. THANK YOU A research presentation Submitted to : Dr. Debasis Roy Submitted By, Sayan Dey Debjit Das Kanchan Paul Hilal Bin Zia Subham Karmakar