You are on page 1of 110

CHAPTER- 1

INRODUCTION

INTRODUCTION
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 World telecom industry is an uprising industry, proceeding towards a goal of achieving two third of the world's telecom connections. 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
2

is aiming at attaining more revenues. One statistical report reveals that approximately 16.9% of the world population has access to the Internet. GLOBAL SCENARIO Until the 1980s the world telecommunications systems had a simply administrative structure. 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 It self of the local

operating companies that provided basic telephonic service. 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.

CHAPTER 2

COMPANY PROFILE

COMPANY PROFILE
The Indian telecommunications industry is one of the fastest growing in the world and India is projected to become the second largest telecom market globally by 2010. India added 113.26 million new customers in 2008, the largest globally. In fact, in April 2008, India had already overtaken the US as the second largest wireless market. To put this growth into perspective, the countrys cellular base witnessed close to 50 per cent growth in 2008, with an average 9.5 million customers added every month. According to the Telecom Regulatory Authority of India (TRAI), the total number of telephone connections (mobile as well as fixed) had touched 385 million as of December 2008, taking the telecom penetration to over 33 per cent. This means that one out of every three Indians has a telephone connection, and telecom companies expect this pace of growth to continue in 2009 as well. "We are extremely bullish that the growth will continue in 2009. This year, the number of additions will be in excess of 130 million," according to T.V. Ramachandran , Director General, Cellular Operators Association of India (COAI), an industry body that represents all Global System for Mobile communications (GSM) players in India. According to
5

CRISIL Research estimates, eight infrastructure sectors, which include the telecom sector, are expected to draw more than US$ 345.28 billion investment in India by 2012. With the rural India growth story unfolding, the telecom sector is likely to see tremendous growth in India's rural and semi-urban areas in the years to come. By 2012, India is likely to have 200 million rural telecom connections at a penetration rate of 25 percent. And according to a report jointly released by Confederation of Indian Industry (CII) and Ernst & Young, by 2012, rural users will account for over 60 per cent of the total telecom subscriber base. According to Business Monitor International, India is currently adding 8-10 million mobile subscribers every month. It is estimated that by mid 2012, around half the country's population will own a mobile phone. This would translate into 612 million mobile subscribers, accounting for a tele-density of around 51 per cent by 2012. It is projected that the industry will generate revenues worth US$ 43 billion in 2009-10.

GROWTH IN SEGMENTS According to a Frost & Sullivan industry analyst, by 2012, fixed line revenues are expected to touch US$ 12.2 billion while mobile revenues will reach US$ 39.8 billion in India. Fixed line capex is projected to be US$ 3.2 billion, and mobile capex is likely to touch US$ 9.4 billion. Further, according to a report by Gartner Inc., India is likely to remain the world's second largest wireless market after China in terms of mobile connections. According to recent data released by the COAI, Indian telecom operators added a total of 10.66 million wireless subscribers in December 2008. Further, the total wireless subscriber base stood at 346.89 million at the end of December 2008. The overall cellular services revenue in India is projected to grow at a CAGR of 18 per cent from 2008-2012 to exceed US$ 37 billion. Cellular market penetration will rise to 60.7 per cent from 19.8 per cent in 2007. The Indian telecommunications industry is on a growth trajectory with the GSM operators adding a record 9.3 million new subscribers in January 2009, taking the total user base to 267.5 million, according to

the data released by COAI. However, this figure does not include the number of subscribers added by Reliance Telecom. In WiMax, India is slated to become the largest WiMAX market in the Asia-Pacific by 2013. A recent study sees India's WiMAX subscriber base hitting 14 million by 2013 and growing annually at nearly 130 per cent. And investments in WiMAX ventures are slated to top US$ 500 million in India, according to a report by US-based research and consulting firm, Strategy Analytics. VALUE-ADDED SERVICES MARKET A report by market research firm IMRB stated that the mobile valueadded services (MVAS) industry was valued at US$ 1.15 billion in June 2008, and is expected to grow rapidly at 70 per cent to touch US$ 1.96 billion by June 2009. Currently, MVAS in India accounts for 10 per cent of the operator's

revenue, which is expected to reach 18 per cent by 2010. According to a study by Stanford University and consulting firm BDA, the Indian MVAS is poised to touch US$ 2.74 billion by 2010. Mobile advertising, which is an important VAS segment, offers great potential to become an important revenue source. Marketers are
8

increasingly using MVAS as a step ahead of SMS-based marketing to sell soaps and shampoos, banking, insurance products and also

entertainment services, and rural markets are proving to be very receptive for such marketing. Further, Venture Capitalists like Canaan Partners, Draper Fisher

Juvertson, Helion, and Nexus India are also innovating with services like mobile payment options, advertising, voice-based SMS and satellite video streaming. According to Venture Intelligence, there were nine deals worth US$ 41 million in 2007 in the mobile VAS space, and till August 2008, seven deals worth US$ 91 million had already been finalized. Presently, mobile VAS has a US$ 700 million market with a 20 per cent y-o-y growth, which is likely to touch US$ 3 billion by 2012. A DREAM COME 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 Indias largest private sector company virtually from scratch, had stated as early as 1999: Make the tools of information and communication
9

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 fiber optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though sadl y after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wireline) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionizing the way India communicates and networks, truly bringing about a new way of life.

About Sh. Dhirubhai Ambani

10

Few

men

in history

have made as dramatic a contribution to their as did the founder of Reliance, Sh.

countrys economic

fortunes

Dhirubhai H Ambani. Fewer still have left behind a legacy that is more enduring and timeless. As with all great pioneers, there is more than one unique way of

describing the true genius of Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot, the leader of men, the architect of Indias capital markets, the champion of shareholder interest. But the role Dhirubhai cherished most was perhaps that of Indias greatest wealth creator. In one lifetime, he built, starting from the proverbial scratch, Indias largest private sector enterprise. When Dhirubhai embarked on his first business venture, he had a seed capital of barely US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this fledgling enterprise into a Rs 60,000 crore colossusan achievement which earned Reliance a place on the global Fortune 500 list, the first ever Indian private company to do so. Dhirubhai is widely regarded as the father of Indias capital markets. In 1977, when Reliance Textile Industries Limited first went public, the Indian stock market was a place patronized by a small club of elite investors which dabbled in a handful of stocks.
11

Undaunted, Dhirubhai managed to convince a large number of first-time retail investors to participate in the unfolding Reliance story and put their hard-earned money in the Reliance Textile IPO, promising them, in exchange for their trust, substantial return on their investments. It was to be the start of one of great stories of mutual respect and reciprocal gain in the Indian markets. Under Dhirubhais extraordinary vision and leadership, Reliance

scripted one of the greatest growth stories in corporate history anywhere in the world, and went on to become Indias largest private sector enterprise. Through out this amazing journey, Dhirubhai always kept the interests of the ordinary shareholder uppermost in mind, in the process making millionaires out of many of the initial investors in the Reliance stock, and creating one of the worlds largest shareholder families. VISION We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication

services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity.

12

We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally. INDIAS LEADING INTEGRATED TELECOM COMPANY

Reliance Communications is the flagship company of the Anil Dhirubhai 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 77 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 on 28 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 Dhirubhais

dream of ushering in a digital revolution in India. Today, we can


13

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. LOOKING BACK, LOOKING FORWARD Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net wor th. 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

Infrastructure Limited). Reliance ADA Groups flagship company, Reliance Communications, is India's largest private sector information and Communications

Company, with over 77 million subscribers. It has established a panIndia, high-capacity, integrated (wireless and wireline), convergent (voice,

14

data and video) digital network, to offer services spanning the entire infocomm value chain. Other major group companies Reliance Capital and Reliance Infrastructure are widely acknowledged as the market leaders in their respective areas of operation.

CHAIRMAN'S PROFILE Anil D. Ambani

15

Regarded as one of the foremost corporate leaders of contemporary India, Shri Anil D. Ambani,48, is the chairman of all the listed companies of the Reliance ADA Group, namely Reliance Communications, Reliance

Capital, Reliance Energy and Reliance Natural Resources limited. He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of Information and Communication Technology, Gandhi Nagar, Gujarat. Till recently, he also held the post of Vice Chairman and Managing

Director of Reliance Industries Limited (RIL), Indias largest private sector enterprise. Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, And was centrally involved in every aspect of the companys Management over the next 22 years. He is credited with having Pioneered a number of path-breaking financial innovations in the Indian capital markets. He spearheaded the countrys first forays into The overseas capital markets with internationall public offerings of global depositary receipts, convertibles and bonds. Starting in 1991, he
16

directed Reliance Industries in its efforts to raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company in January 1997. He is a member of:

Wharton Board of Overseers, The Wharton School, USA Central Advisory Committee, Central Electricity Regulatory

Commission

Board of Governors, Indian Institute of Management, Ahmedabad Board of Governors Indian Institute of Technology, Kanpur

In June 2004, he was elected for a six-year term as an independent member of the Rajya Sabha, Upper House of Indias Parliament a position he chose to resign voluntarily on March 25, 2006. Awards and Achievements:

Conferred the CEO of the Year 2004 in the Platts Global Energy Awards

Rated as one of Indias Most Admired CEOs for the sixth consecutive year in the Business Barons TNS Mode opinion poll, 2004

17

Conferred The Entrepreneur of the Decade Award by the Bombay Management Association, October 2002

Awarded the First Wharton Indian Alumni Award by the Wharton India Economic Forum (WIEF) in recognition of his contribution to the establishment of Reliance as a global leader in many of its business areas, December 2001

Selected by Asiaweek magazine for its list of Leaders of the Millennium in Business and Finance and was introduced as the only new hero in Business and Finance from India, June 1999.

CORPORATE GOVERNANCE Organizations, like individuals, depend for their survival, sustenance and growth on the support and goodwill of the communities of which they are an integral part, and must pay back this generosity in every way they can This ethical standpoint, derived from the vision of our founder, lies at the heart of the CSR philosophy of the Reliance ADA Group. While we strongly believe that our primary obligation or duty as

corporate entities is to our shareholders we are just as mindful of the fact

18

that this imperative does not exist in isolation; it is part of a much larger compact which we have with our entire body of stakeholders: From employees, customers and vendors to business partners, eco-system, local communities, and society at large. We evaluate and assess each critical business decision or choice from the point of view of diverse stakeholder interest, driven by the need to

minimize risk and to pro-actively address long-term social, economic and environmental costs and concerns. For us, being socially responsible is not an occasional act of charity or that one-time token financial contribution to the local school, hospital or environmental NGO. It is an ongoing year-round commitment, which is integrated into the very core of our business objectives and strategy. Because we believe that there is no contradiction between doing well and doing right Indeed, doing right is a necessary condition for doing well.

19

DEPARTMENTAL STRUCTURE

20

SWOT ANALYSIS

STRENGTH RELIANCEs

strategies

are

more interested in expanding the

market than wresting share away from other players. RELIANCE decided to be a value driver, selling novel product benefits. RELIANCE applied unique insight across product markets,

including mobile, where people hadnt imagined that health had any relevance ,And this due to the accurate presentation by

effective advertisements the Indian consumers is beginning to judge all sort of machines by what they mean for a healthful life style. RELIANCE is technological brand as compared to others which launched a whole range of household products simultaneously and because of the strategy the customers had been benefited with the consciousness of concept of health who receive it in the from of

21

quality Healthful products also are new conscious enough to judge their machines vide this parameter. Operating with a consumers perspective is a matter of route at RELIANCE by keep on asking ridiculous questions and figuring out how much to deliver. WEAKNESS RELIANCE has less numbers of retailers. Less force- It has less numbers of marketing personnels. It has not planned for setting up of any new plants where their competitor has planned to set up several new plants. It has no extra features in the brand that differentiate its from other competitors. In RELIANCE advertising there is no any famous personality as Brand Ambassadors. OPPORTUNITIES It can take the market very well with the new investment of $ 143 millions.

22

It can give a big jerk to its major competitor Tata it can increase its number of products in consumer goods. Increasing trend of RELIANCE of different brand. THREATS It has continuous threat from other players like Tata and MTS as well as various other competitors. RELIANCE has a major market than Tata between the families due to advertisement of world cup cricket. A large amount of expenses on the advertisement.

23

CHAPTER 3

OBJECTIVE OF THE STUDY

24

OBJECTIVES OF THE STUDY

The following are the objectives of the study. To study the problems faced by the respondents with Reliance

Postpaid service. To study customer satisfaction level on Reliance services. To find out consumer preferences. To analyze the level of awareness about Reliance products. To make suggestions in the light of the findings of the study.

25

IMPORTANCE AND SCOPE OF THE STUDY


Try to capture the nearest other market nearby. Proper messages should be provide otherwise it can irritate consumers. The accessing process should be short, this will lead to the economy. The services should be reviewed time to time, like repetitions of jokes. The cost of services is high; it should be brought down for greater consumer reach. The responses should be continuous all the time, sometimes the consumers dont get the due response.

26

CHAPTRE-4

LITERATURE REVIEW

27

LITERATURE REVIEW
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 worldclass 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.
28

The thrust areas presently are: 1. Building a modern and efficient infrastructure ensuring greater competitive environment. 2. With equal opportunities and level playing field for all stakeholders. 3. Strengthening research and development for manufacturing, value added services. 4. Efficient and transparent spectrum management 5. To accelerate broadband penetration 6. Universal service to all uncovered areas including rural areas. 7. Enabling Indian telecom companies to become global players. Recent things to watch in Indian telecom sector are: 1. 3G and BWA auctions 2. MVNO 3. Mobile Number Portability 4. New Policy for Value Added Services 5. Market dynamics once the recently licensed new telecom operators start rolling out 6. Services. 7. Increased thrust on telecom equipment manufacturing and exports. 8. Reduction in Mobile Termination Charges as the cost per line has substantially reduced
29

9. Due to technological advancement and increase in traffic. India's telecom sector has shown massive upsurge in the recent years in all respects of industrial growth. From the status of state monopoly with very limited growth, it has grown in to the level of an industry. Telephone, whether fixed landline or mobile, is an essential necessity for the people of India. This changing phase was possible with the economic development that followed the process of structuring the economy in the capitalistic pattern. Removal of restrictions on foreign capital investment and industrial de-licensing resulted in fast growth of this sector. At present the country's telecom industry has achieved a growth rate of 14 per cent. Till 2000, though cellular phone companies were present, fixed landlines were popular in most parts of the country, with government of India setting up the Telecom Regulatory Authority of India, and measures to allow new players country, the featured products in the segment came in to prominence. Today the industry offers services such as fixed landlines, WLL, GSM mobiles, CDMA and IP services to customers. Increasing competition among players allowed the prices drastically down by making the mobile facility accessible to the urban middle class population, and to a great extend in the rural areas. Even for small shopkeepers and factory workers a phone connection is not an unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti Teleservices, Hutchison Essar, BPL, Tata, Idea, etc. With the growth of
30

telecom services, telecom equipment and accessories manufacturing has also grown in a big way. Indian Telecom sector, like any other industrial sector in the country, has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its Performance Analysis of Companies (April-June 2008) has

analyzed the Indian telecom industry in the awake of recent global recession and its overall impact on the Indian economy. With almost 5-6 million subscribers are being added every month, and the country is witnessing wild momentum in the telecom industry, the Indian telecom industry is expected to maintain the same growth trajectory. Internet service providers in India, Rao (2000), provide a broad view of the role of an Internet service provider (ISP) in a nascent market of
31

India. Building

local

content,

foreknowledge of new

Internet

technologies, connecting issues, competitiveness, etc. would

help in their sustainability. The role of technology in the emergence of the information society in India, Singh (2005), describes the role that information and communication technologies are playing for Indian society to educate them formally or informally which is ultimately helping India to emerge as an information society. T.H. Chowdary (1999) discusses how Telecom reform, or

demonopolization, in India has been bungled. Shaped by legislation dating back to the colonial era and post Second World War socialist policies, by the mid-1980s India realized that its poor

telecommunications infrastructure and service needed reform. At the heart of the problem lay the monopoly by the governments Department of Telecommunications (DOT) in equipment, networks and services. The National Telecom Policy 1994 spelt out decent objectives for

reform but tragically its implementation was entrusted to the DOT. This created an untenable situation in which the DOT became policymaker, licenser, regulator, operator and also arbitrator in

disputes between itself and licensed competitors. He discusses the

32

question: Why did India get it so wrong? and What India should do now? Thomas (2007), in his article describes the contribution made by telecommunications in India by the state and civil society to public service, this article aims to identify the states initial reluctance to recognize telecommunications provision as a basic need as against the robust tradition of public service aligned to the postal services and finds hope in the renewal of public service telecommunications via the Right to Information movement. The article follows the methodology of studying the history of telecommunications approach that is conversant with the political economy tradition. It uses archival sources, personal correspondence, and published information as its research material. The findings of the paper suggests that public service in telecommunication is a relatively new concept in the annals of Indian telecommunications and that a deregulated environment along with the Right to Information movement holds significant hope for making public service

telecommunications a real alternative. The article provides a reflexive, critical account of public service telecommunications in India and suggests that it can be strengthened by learning gained from the continual renewal of public service ideals and action by the postal services and a people-based demand model linked to the Right to Information
33

Movement. All studies done by the researcher suggests that the right to information movement has contributed to the revitalization of participatory democracy in India and to a strengthening of public service telecommunications.

Introduction to Telecom Industry The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007. According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5 million new subscribers per month by 2007. The wireless technologies currently in use are Global System for Mobile Communications (GSM) and Code Division Multiple

34

Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the country.

Evolution of the industry-Important Milestones Year 1851 First operational land lines were laid by the government near Calcutta (seat of British power) 1881 Telephone service introduced in India 1883 Merger with the postal system 1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC) 1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications 1985 Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system) 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications
35

and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. 1997 Telecom Regulatory Authority of India created. 1999 Cellular Services are launched in India. New National Telecom Policy is adopted. 2000 DoT becomes a corporation, BSNL

A large population, low telephony penetration levels, and a rise in consumers' income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world. The first and largest operator is the state-owned incumbent BSNL, which is also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL was created by corporatization. while DTS (Department of Telecommunication Services), a government unit responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as Bharti Telecom, TATA Indicom, Vodafone, MTNL, Idea, Vodafone and BPL have entered the space. Major operators in India. However, rural India still lacks strong infrastructure.

36

The total number of telephones in the country crossed the 300 million mark on June 18 2008The overall tele-density has increased to 36.98% in March 2009 .In the wireless segment, 15.87 million subscribers have been added in March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber base stood at 38.22 million with a decline of 0.13 million in October 2008.

Market Share of Public and Private Industry The fixed line and mobile segments serve the basic needs of local calls, long distance calls and the international calls, with the provision of broadband services in the fixed line segment and GPRS in the mobile arena. Traditional telephones have been replaced by the codeless and the wireless instruments. Mobile phone providers have also come up with GPRS-enabled multimedia messaging, Internet surfing, and mobile-commerce.The much-awaited 3G mobile technology is soon going to enter the Indian telecom market. The GSM, CDMA, WLL service providers are all upgrading them to provide 3G mobile services. Along with improvement in telecom services, there is also an improvement in manufacturing. In the beginning, there were only the Siemens handsets in India but now a whole series of new handsets, such as Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA phones, etc. have come up.
37

Touch screen and advanced technological handsets are gaining popularity. Radio services have also been incorporated in the mobile handsets, along with other applications like high storage memory, multimedia applications, multimedia games, MP3 Players, video generators, Camera's, etc. The value added services provided by the mobile service operators contribute more than 10% of the total revenue.

The Global Cellular Mobile Industry Global telecom sector Earnings visibility Earnings growth is being driven by improving pricing conditions, stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory environment, strong wireless growth, and new market opportunities. This has translated into greater visibility of forward earnings as evidenced by recent increased analyst upgrades within the sector.

Merger synergies Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity, albeit at a slower pace than recently witnessed. Global telecom M&A deals over the past two years have reflected market expansion but have also had a
38

positive effect on the buyers balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stock selection. Growth While cost-cutting has been a major source of earnings growth, we have seen top-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector coming from a number of areas including: broadband, 3G (third generation) technology, expansion in emerging markets. Broadband penetration has been accelerating as internet customers are seeking faster downloads for audio and video files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platform and should finally begin to realize their growth potential in 2007. Emerging market companies benefit from low penetration rates and also tend to have lower leverage, higher margins and higher growth than most developed markets telecom companies. Global opportunities
39

It has become less difficult to find attractive telecom investment opportunities globally than it was a year ago. As the fog has lifted from the sector, there are increased opportunities within both the growth and value spaces.

Definition of Cellular/Mobile phone

The Cellular telephone (commonly "mobile phone" or "cell phone" or "hand phone") is a long-range, portable electronic device used for mobile communication. In addition to the standard voice function of a telephone,

The Global Cellular Mobile Industry: The global mobile phone industry is based on many different

manufacturers and operators. The industry is based on advanced technology and many of the manufacturers are operating in different industries, where

40

they use their technological skills, distribution network, market knowledge and brand name. Four large manufacturers of mobile phones are today dominating the global mobile phone industry &networks; Nokia, Sony Ericson, Samsung and Motorola . Airtel, reliance, Bsnl , tataindicom ,Vodafone,

others. In addition to these companies there are many

manufacturers that operate globally and locally.

Telecom Industry in India The telecom industry is one of the fastest growing industries in India. India has nearly200 million telephone lines making it the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the8world. Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by the growth in demand in countries like India and China. Indias mobile phone subscriber base is growing at a rate of 82.2%. China is the biggest market in Asia Pacific with a subscriber base of 48% of the total subscribers in Asia Pacific. Compared to that Indias share in Asia Pacific Mobile Phone market is 6.4%.
41

Considering the fact that India and China have almost comparable populations, India slow mobile penetration offers huge scope for growth.

42

CHAPTER-5

RESEARCH METHODOLOGY

43

RESEARCH METHODOLOGY

Methodology is an essential aspect of any project or research. It enables the researches look at the problem in a systematic, meaningful and orderly way. Methodology comprises the sources of data, selection of data, various designs and techniques used for analyzing the data.

Collection of data The primary data are collected through survey method. Survey method is undertaken to find the customer satisfaction and opinion. A survey was conducted among the people of Meerut City by the aid of well structured questionnaire. The population for the study consists of people who are using cell phones in Meerut City.

Sample Size: The sampling unit for the study is 100, which includes the cell phone, fixed wireless phones and internet users in Meerut City. The sampling size includes male and female users from different occupation, age. The sampling size was restricted to 100 because of the time constrains. Here,

44

convenient sampling technique has been adopted for collecting the primary data.

DATA COLLECTION:
Data is the key activity of marketing research. The design of the data collecting method is backbone of research design. Data constitute the foundation of staistiacl analysis and interpretation hence the first step in statistical work is to obtain data. Data can be obtained from the important source, namely: Primary Data

Primary Data:
Primary data are gathered for the specific purpose or for a specific research project, consist of original information for the fulfillment of project objective. When the data are required for the particular study can be found neither in the internal record of the enterprises nor in published sources. In some cases it may become necessary to collect original data. Primary data can be collected in four ways:-

45

1. Observation 2. Focus 3. Survey 4. Experiment

Statistical tools For analyzing the data, statistical tables and percentages were used.

46

LIMITATIONS

47

Limitations

Th study was restricted to only those clients who were related to Reliance Communications products. The study was confined within specific regions of Meerut city only. The sample size was limited so the results obtained from the study may not be generalized for the whole population. The time period of the study was not sufficient to measure the consumers response effectively and reach to a more valid conclusion. Many of the respondents may not have given the correct information due to personal bias.

48

CHAPTER 6

DATA ANALYSIS AND INTERPRETATION

49

ANALYSIS AND INTERPRETATION


Table: 1 Q. Age group of respondents

Age Group 20-25 25-35 35-45 Above 45 Total

Number of Respondents 44 32 18 6 100

Percentage 44% 32% 18% 6% 100%

above 45 15% 35-45 16% 20-25 40% 20-25 25-35 35-45 above 45 25-35 29%

Figure 1: Age group of the respondents

50

INTERPRETATION:

44% of the respondents are between the age group 20 25. 32% of the respondents are between the age group 25 35. 18% of the respondents are between the age group 35 45. 6% of the respondents are above 45 years of age.

51

Table: 2

Q. Occupation of the respondents.

Occupation Students Business Govt. Services Professionals Total

Number of Respondents 34 52 10 4 100

Percentage 34% 52% 10% 4% 100%

Professionals 4% Govt. Service 10% Students 34% Students Businessmen Govt. Service Businessmen 52% Professionals

Figure 2 : Occupation of the respondents


52

INTERPRETATION: 34% of the respondents are Students. 52% of the respondents are Businessmen. 10% of the respondents are from Govt. Services. 4% of the respondents are Professionals.

53

Table: 3

Q. Phone/internet is being used for

Usage Business Official Personal Total

No. of Respondents 54 10 36 100

Percentage 54% 10% 36% 100%

Personal 36% Business 54% Official 10%

Business Official Personal

Figure 3 : Purpose of the use of phone/internet

54

INTERPRETATION:

54% of the respondents are using Phone/internet for business purpose. 10% of the respondents are using Phone/internet for official purpose. 36% of the respondents are using Phone/internet for personal purpose.

55

Table: 4

Q. Which of the reliance post paid products are customers aware of?

Products RIM Post Paid FWP Broadband HSDC Total

No. of Respondents 92 60 74 47 100

Percentage 92% 60% 74% 47% 100%

100 90 80 70 60 50 40 30 20 10 0

RIM Post Paid, 92 Broadband, 74 FWP, 60 HSDC, 47 Series1

RIM Post Paid

FWP

Broadband

HSDC

Figure 4 : Awareness of the products

56

INTERPRETATION:

92% of the respondents are aware of RIM Post Paid. 60% of the respondents are aware of FWP. 74% of the respondents are aware of Broadband. 47% of the respondents are aware of HSDC.

57

Table: 5

Q. How do you come to know about the products?

Medium Television Print Sales Executives Friends and existing users Total

No. of Respondents 52 34 5 9

Percentage 52% 34% 5% 9%

100

100%

Friends and existing users 9% Sales Executives 5% Print 34% Television 52%

Television Print Sales Executives Friends and existing users

Figure 5 : Medium through which customers came to know about the products
58

INTERPRETATION: 52% of the respondents came to know about the products through television. 34% of the respondents came to know about the products through print. 5% of the respondents came to know about the products through sales executives. 9% of the respondents came to know about the products through friends and existing users.

59

Table: 6

Q. Which of the following products are you using?

Products RIM Post Paid FWP Broadband HSDC Total

No. of Respondents 13 41 20 26 100

Percentage 13% 41% 20% 26% 100%

HSDC 26%

RIM Post Paid 13%

RIM Post Paid FWP Broadband HSDC

Broadband 20%

FWP 41%

Figure 6 : No. of respondents using the products

60

INTERPRETATION: 13% of the respondents were using RIM Post Paid. 41% of the respondents were using FWP. 20% of the respondents were using Broadband. 26% of the respondents were using HSDC.

61

Table: 7

Q. Are you satisfied with the service provided by the company?

Level Fully Satisfied Partially Satisfied Not Satisfied Total

No. of Respondents 38 51 11 100

Percentage 38% 51% 11% 100%

Not Satisfied 11%

Fully Satisfied 38%

Fully Satisfied Partially Satisfied Not Satisfied

Partially Satisfied 51%

Figure 7 : Satisfaction level of the respondents

62

INTERPRETATION:

38% of the respondents were fully satisfied with the services. 51% of the respondents were partially satisfied with the services. 11% of the respondents were not satisfied with the services.

63

Table: 8

Q. What are the major reasons for dissatisfaction?

Reasons Poor quality of signals/network Poor voice quality Higher cost Slow speed Billing errors Poor customer care service Total

No. of Respondents

Percentage

15 4 27 13 19 22

15%

27% 13% 19% 22%

100

100%

64

Poor customer care service 22% Billing errors 19% Slow speed 13%

Poor quality of signals/network 15% Poor voice quality 4% Higher cost 27%

Poor quality of signals/network Poor voice quality Higher cost Slow speed Billing errors Poor customer care service

Figure 8 : Major reasons for dissatisfaction

65

INTERPRETATION:

15% of the respondents were dissatisfied by poor signals/network. 4% of the respondents were dissatisfied by poor voice quality. 27% of the respondents were dissatisfied by higher cost of services. 13% of the respondents were dissatisfied by slow speed. 19% of the respondents were dissatisfied by the billing errors. 22% of the respondents were dissatisfied by poor customer care service.

66

Table: 9

Q. Which of the following products does a sales executive tells you about when he visits you?

Products RIM Post Paid FWP Broadband HSDC Total

No. of Respondents 73 59 41 46 100

Percentage 73% 59% 41% 46% 100%

80 70 60 50

RIM Post Paid, 73 FWP, 59 HSDC, 46 Broadband, 41 Series1

40 30 20 10 0 RIM Post Paid FWP Broadband HSDC

Figure 9 : Products told by sales executives to the respondents


67

INTERPRETATION: 73% of the respondents were told about the RIM Post Paid by the visiting sales executives. 59% of the respondents were told about the FWP by the visiting sales executives. 41% of the respondents were told about the broadband by the visiting sales executives. 46% of the respondents were told about the HSDC by the visiting sales executives.

68

Table: 10

Q. What channel would you prefer to buy a telecom/internet service?

Channel Home delivery Customer care Online Franchisee & utility shops Total

No. of respondents 18 57 9 16

Percentage 18% 55% 9% 13%

100

100%

Franchisee & Utility shops 16% Online 9%

Home delivery 18%

Home delivery Customer care Online Franchisee & utility shops

Customer care 57%

Figure 10: Respondents preference of buying channels

69

INTERPRETATION: 18% of the respondents would prefer to buy the service through home delivery. 57% of the respondents would prefer to buy the service through customer care. 9% of the respondents would prefer to buy the service online. 16% of the respondents would prefer to buy the service through franchisee & utility shops.

70

Table: 11

Q. Which of the following services you look before choosing the product?

Service Price Connectivity Speed Value added service After sales service Total

No. of respondents 84 46 51 23 62 100

Percentage 84% 46% 51% 23% 62% 100%

90 80 70 60 50 40 30 20 10 0

Price, 84 After sales service, 62 Connectivity, 46 Speed, 51 Series1 Value added service, 23

Price

Connectivity

Speed

Value added service

After sales service

Figure 11: Features considered by the customers

71

INTERPRETATION: 84% of the respondents consider price before choosing the product. 46% of the respondents consider connectivity before choosing the product. 51% of the respondents consider speed before choosing the product. 23% of the respondents consider value added services before choosing the product. 62% of the respondents consider after sales service before choosing the product.

72

Table: 12

Q. If price and mobility is not a concern, which of the following would a customer buy?

Product Land line phone Fixed wireless phone Mobile based on GSM technology Mobile based on CDMA technology Total

No. of respondents 06 17

Percentage 6% 17%

77

77%

0 100

0% 100%

73

Mobile based on CDMA technology, 0 Land line phone, 6 Fixed wireless phone, 17 Mobile based on GSM technology, 77 Land line phone Fixed wireless phone Mobile based on GSM technology Mobile based on CDMA technology

Figure12: Customers' preferences

74

INTERPRETATION:

6% of the respondents would buy land line phone, if price and mobility is not a concern. 17% of the respondents would buy fixed wireless phone, if price and mobility is not a concern. 77% of the respondents would buy mobile based on GSM technology, if price and mobility is not a concern. 0% of the respondents would buy mobile based on CDMA technology, if price and mobility is not a concern.

75

Table: 13

Q. Would a customer like to recommend reliance services to others?

Opinion Yes No Total

No. of respondents 63 37 100

Percentage 63% 37% 100%

no 37% yes no yes 63%

Figure 13: Opinion on recommending to others

76

INTERPRETATION:

63% of the respondents would recommend reliance services to others. 37% of the respondents would not recommend reliance services to others.

77

Table: 14 (a)

Q. Rate the following services on the basis of your satisfaction. 1) Network:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 11 18 21 32 18 100

Percentage 11% 18% 21% 32% 18% 100%

78

Poor 18%

Excellent 11% Very good 18%

Excellent Very good Good Average

Average 32%

Good 21%

Poor

Figure14-a: Satisfaction level for network

79

INTERPRETATION:

11% of the respondents rated excellent for the network. 18% of the respondents rated very good for the network. 21% of the respondents rated good for the network. 32% of the respondents rated average for the network. 18% of the respondents rated poor for the network.

80

Table: 14 (b)

2) SMS Rates:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 5 27 41 18 9 100

Percentage 5% 27% 41% 18% 9% 100%

Average 18%

Poor 9%

Excellent 5%

Very good 27%

Excellent Very good Good Average Poor

Good 41%

Figure14-b: Satisfaction level for SMS rates


81

INTERPRETATION: 5% of the respondents rated excellent for SMS rates. 27% of the respondents rated very good for SMS rates. 41% of the respondents rated good for SMS rates. 18% of the respondents rated average for SMS rates. 9% of the respondents rated poor for SMS rates.

82

Table: 14 (c)

3) New schemes and offers:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 6 20 27 34 13 100

Percentage 6% 20% 27% 34% 13% 100%

Poor 13%

Excellent 6%

Very good 20%

Excellent Very good Good Average

Average 34%

Good 27%

Poor

Figure 14-c: Satisfaction level for new schemes and offers


83

INTERPRETATION: 6% of the respondents rated excellent for new schemes and offers. 20% of the respondents rated very good for new schemes and offers. 27% of the respondents rated good for new schemes and offers. 34% of the respondents rated average for new schemes and offers. 13% of the respondents rated poor for new schemes and offers.

84

Table: 14 (d)

4) Internet speed:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 4 7 21 8 6 46

Percentage 9% 15% 46% 17% 13% 100%

Poor 13% Average 17%

Excellent 9%

Very good 15%

Excellent Very good Good Average Poor

Good 46%

Figure 14-d: Satisfaction level for internet speed


85

INTERPRETATION: 9% of the respondents rated excellent for internet speed. 15% of the respondents rated very good for internet speed. 46% of the respondents rated good for internet speed. 17% of the respondents rated average for internet speed. 13% of the respondents rated poor for internet speed.

86

Table: 14 (e)

5) Cost:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 2 14 16 63 5 100

Percentage 2% 12% 16% 63% 5% 100%

Poor 5%

Excellent 2%

Very good 14% Good 16%

Excellent Very good Good Average Poor

Average 63%

Figure14-e: Satisfaction level for cost


87

INTERPRETATION: 2% of the respondents rated excellent for cost. 14% of the respondents rated very good for cost. 16% of the respondents rated good for cost. 63% of the respondents rated average for cost. 5% of the respondents rated poor for cost.

88

Table: 14 (f)

6) Customer care:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 0 14 23 31 32 100

Percentage 0% 14% 23% 31% 32% 100%

Poor 32%

Excellent 0%

Very good 14%

Excellent Very good Good 23% Good Average Poor

Average 31%

Figure14-f: Satisfaction level for customer care


89

INTERPRETATION: 0% of the respondents rated excellent for customer care. 14% of the respondents rated very good for customer care. 23% of the respondents rated good for customer care. 31% of the respondents rated average for customer care. 32% of the respondents rated poor for customer care.

90

Table: 14 (g)

7) Recharge outlets:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 10 19 51 13 7 100

Percentage 10% 19% 51% 13% 7% 100%

Average 13%

Poor 7%

Excellent 10% Very good 19%

Excellent Very good Good Average Poor

Good 51%

Figure 14-g: satisfaction level for recharge outlets


91

INTERPRETATION:

10% of the respondents rated excellent for recharge outlets. 19% of the respondents rated very good for recharge outlets. 51% of the respondents rated good for recharge outlets. 13% of the respondents rated average for recharge outlets. 7% of the respondents rated poor for recharge outlets.

92

Table: 14 (h)

8) Call Rates:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 7 11 59 33 0 100

Percentage 7% 11% 59% 33% 0% 100%

Average 30%

Poor Excellent Very good 0% 6% 10%

Excellent Very good Good Average Poor

Good 54%

Figure14-h: Satisfaction level for call rates


93

INTERPRETATION: 7% of the respondents rated excellent for call rates. 11% of the respondents rated very good for call rates. 59% of the respondents rated good for call rates. 33% of the respondents rated average for call rates. 0% of the respondents rated poor for call rates.

94

Table: 14 (i)

9) Value added services:

Satisfaction Level Excellent Very good Good Average Poor Total

No. of respondents 43 39 11 7 0 100

Percentage 43% 39% 11% 7% 0% 100%

Good 11%

Average Poor 0% 7% Excellent 43%

Excellent Very good Good Average

Very good 39%

Poor

Figure 14-i: Satisfaction level for value added services


95

INTERPRETATION: 43% of the respondents rated excellent for value added services. 39% of the respondents rated very good for value added services. 11% of the respondents rated good for value added services. 7% of the respondents rated average for value added services. 0% of the respondents rated poor for value added services.

96

CHAPTER-7

FINDINGS

97

FINDINGS: The company should emphasize more on the spreading the awareness for their products because the level of awareness of their FWP, Broadband, HSDC is very low. The sales executives should play a major part in spreading awareness because only 5% of the people came to know about the products through sales executives. Sales executives may also help the company generating prospects, hence sales for the company. The RIM post paid has seen a major decline in its users because of the tough competition given by the prepaid services. Hence the company should now focus more on the internet services as there is a huge market for them to cover. Around 2/3rd of the people are dissatisfied and majority of them reasons are poor customer care service, billing errors and higher cost. So the company should train thei r employees properly so that they have sufficient knowledge about the products and the bills should be made more transparent so that the customers could easily understand them.

98

CONCLUSION:

As there is a healthy competition given by the existing players in the industry, lack or degradation in any of the services may affect the company badly. With the excellent rural awareness and rural market share in telecom services, the company should also try to boost up their urban market share. This could only be done with the help of a team of properly trained and dedicated employees. Moreover there is a huge market for the internet sector which can be captured by giving the customer, the services according to their needs.

99

RECOMMENDATION AND SUGGESSIONS

100

RECOMMANDATION:
The sales executives are not properly trained as they could not explain the schemes properly so they just try to tell to the customer about their RIM post paid service and not about other three services. This is the main reason for the lack in sales of their internet services. A majority of the customers look for the price and after sales services before choosing the products. So the company should plan accordingly to increase their sales. As seen from the survey results, more than 3/4th of the population prefer to buy a mobile based on GSM technology. So the newly launched GSM based mobile phones should be promoted accordingly. Half of the population interviewed rated either average or poor for the network. So network can be improved by planting more towers in different parts of the city where the company does not have the signals. More than 3/4th of the population does not like the new schemes and offers introduced by the company. So a proper survey should be conducted and more attractive and useful schemes must be introduced.

101

SUGGESTIONS:
There should be more customer care numbers and executives so that the problem of the customers can be solved quickly. They should have more for payment. The executives there should be given training time to time about new schemes and plans. No phone calls should be attended while entertaining the customer.

102

ANNEXURE

103

QUESTIONNAIRE:
PERSONAL DETAILS 1) Name: 2) Age: 3) Gender: 4) Address: 5) Contact Number: 6) Phone/Internet is used for following purpose: a) Business b) Official c) Personal

Q1. Which of the following Reliance post paid products are you aware of ? 1). Reliance India Mobile (RIM Post Paid) 2). Fixed Wireless Phone (FWP) 3). Broadband 4). High Speed Data Card (HSDC)

Q2. How did you come to know about the products? 1). Television 2). Print

104

3). Sales Executives 4). Friends and Existing Users 5). Other (Please Specify)

Q3. Which of the following products are you using? 1). Reliance India Mobile (RIM Post Paid) 2). Fixed Wireless Phone (FWP) 3). Broadband 4). High Speed Data Card (HSDC)

Q4. Are you satisfied with the service provided by the subscriber? 1). Fully Satisfied 2). Partially Satisfied 3). Not Satisfied

Q5. If your response to the above is partially satisfied or not satisfied, then what are the reasons for your dissatisfaction? 1). Poor Quality of Signals/Network 2). Poor Voice Quality 3). Higher Cost 4). Slow Speed
105

5). Billing Errors 6). Poor Customer Care Service 7). Any Other (Please Specify)

Q6. When a sales executive comes to you, which of the following products does he frequently tells about? 1). Reliance India Mobile (RIM Post Paid) 2). Fixed Wireless Phone (FWP) 3). Broadband 4). High Speed Data Card (HSDC)

Q7. What channel would you prefer to buy a telecom/internet service? 1). Home Delivery 2). Customer Care 3). Online 4). Franchisee & Utility Shops

Q8. Which of the following service you look before choosing the product? 1). Price

106

2). Connectivity 3). Speed 4). Value Added Services 5). After Sales Service 6). Any Other (Please Specify) ..

Q9. If Price and mobility is not a concern, which of the following would you prefer to buy? 1). Land Line Phone 2). Fixed Wireless Phone 3). Mobile based on GSM Technology 4). Mobile based on CDMA Technology

Q10. Would you like to recommend reliance services to others? 1). Yes 2). No

11). Rate the following services on the basis of your satisfaction. Services Network SMS Rates Excellent Very Good Good Average Poor

107

New Schemes & Offers Internet Speed Cost Customer Care Recharge Outlets Call Rates Value Added Services

12). Suggestions (If Any):

108

BIBLIOGRAPHY

109

BIBLIOGRAPHY http://www.indiaonestop.com/fdi-telecom.htm http://www.trai.gov.in/Default.asp http://www.rcom.co.in/webapp/Communications/rcom/index.jsp http://trak.in/Tags/Business/category/telecommunication/

110

You might also like