People are usually like lots of Telecom Industry. Which Industry are more preferable by People. It is the research in this ppt.

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

48. ADAMAS UNIVERSITY