Sip report on imrb

A project report on

Customer Satisfaction study for Reliance Communication: a explorative study done by IMRB international, Bhubaneswar  a project report submitted to Regional College of Management Autonomous Autonomous in partial fulllment for PGDM degree

Submitted By: Prafulla Kumar panda Regdno.–1001247099

Project guide

Faculty guide

 Mrs.Unmita jena jena ( Field F ield Manager) IMRB International, Bhubaneswar

 Prof. Soumendra Soumendra K Patra (OM) (OM) Asst. Professor, RCMA, Bhubaneswar 

REGIONAL COLLEGE OF MANAGEMENT AUTONOMOUS BHUBANESWAR, ORISSA

1

 

DECLARATION

I,  Prafulla Kumar Panda, pursuing MBA (Master of Business Administration) from  R egional egional College of Management Management Autonom Autonomous, ous, Bhubaneswa Bhubaneswar, r, do hereby delare delare that this pro!et pro!et on " CUSTOMER  tr ue wor#  ST!SFCT!O" STU#$ FOR RE%!"CE COMMU"!CT!O"& underta#en by me is a true of myself and is not submitted to any other uni$ersity or published at any other time before the purpose of any degree. All data regarding !MR' !nternational  is solely meant for aademi use only.

Place: Prafulla

Date: umar panda   No. 1001!"0##

Regd.



ACKNOWLEDGEMENT  %he suessful ompletion of the present researh wor# onduted by me has been possible IMRB)  his persistent under the able and sinere guidane of  Mrs.Unmita jena (Field Manager, IMRB)

super$ision and ooperation has been the soure of inspiration for me arries the sur$ey. My deepes deepestt gratit gratitude ude to him and  Mr. Candan !a"a# (Field $%e&uti'e, IMRB)   and  Mr. Manas  Ranjan Saoo (ea (eam m leader) for ma#ing my tas# easier with their profound ad$ie whih has

 been of immense $alue to me. At last I than#s to all respondents, whom I inter$iewed and who has gi$en me their $aluable time and $iews regarding this topi and they has helped me to understand the issues related to this topi.

 Praf  Pr aful ulla la #uma #u marr and a nda a Regd. &o. ''*+

Table of content C(apter!

Page "o* $

'.' Introdution '. Ba#ground of the study '.- b!eti$es of the study '.* /ope of the study C(apter!!

.' /eondary 0iterature Re$iew . Mar#eting as a onept .- Mar#eting Researh C(apter!!!

-.' Company Profile 1 IMRB -. Introdution to the ompany -.- IMRB International -.* Clients of IMRB International -.2 Company3s 4ision 5 Mission C(apter!+

*.' Researh Methodology *. 6ata /oure *.- /ampling *.* 6ata Colletion *.2 /ampling Methodology *.7 0imitations and future researh C(apter+

6ata Analysis 5 Interpretation

2.' 6ata Analysis 5 Interpretation 2. 8indings

C(apter+!

/uggestion 5 Conlusion.

7.' /uggestion 7. Conlusion ppendi 'i.liograp(y !

/ue0tionnaire

%

CHAPTER-1

1*1 !"TRO#UCT!O"

1*2 'ac3ground of t(e Study

&

As the %itle of the pro!et suggests, C9/%M:R /A%I/8AC%I& /%96; 8R R:0IA&C: CMM9&ICA%I& 4%his pro!et is all about ustomer satisfations of reliane ommuniation. %he population of this ity growing rapidly so as the mar#et siuently. It is India3s leading integrated teleommuniation ompany with o$er ++million  business

enompasses

a

omplete

range

of

teleom

ser$ies

ustomers.

o$ering

fi=ed line telephony. It inludes broadband, national and international long distane

ur 

mobile

and

ser$ies

and

data ser$ies along with an e=hausti$e range of $alue?added ser$ies and appliations. ur onstant endea$our is to ahie$e ustomer delight by enhaning the produti$ity of the enterprises and indi$iduals we ser$e. O.jecti5e of t(e 0tudy-

%he following are the ob!eti$es of the study. '. %o study the problems faed by the respondents with Reliane Post?paid ser$ie and prepaid ser$ie . %o study ustomer satisfation le$el on Reliane ser$ies. -. %o find out onsumer preferenes. *. %o analy
Significance of t(e 0tudy-

%he pro!et I hose was a study on ustomer awareness and satisfation for reliane post?paid  produts. %he title is $ery muh signifiant onsidering the present global senario. %he awareness le$el is the basi re>uirement for a ompany to sell its produts in the mar#et beause if the ustomers are not aware of the produts, there would be no sale. Along with the awareness, the ompanies ha$e to #eep a regular he# on the satisfation le$el of its ustomers to retain them. %he sur$ey helps

to

find

out

the

loopholes is

the

area

of

ser$ie

being offered by the

ompany. Identifying those areas would help the ompany to minimi
%he sope of the study is limited to the post paid ser$ies offered by Reliane

Communiations.

/tudy ob!eti$e is to e=amine the $arious fators whih play their part in ustomer buying beha$iour  and

the

ma!or

dissatisfation

areas

for

the

ustomers.

%he

study onsidered the urban area of Bhubaneswar ity. %he sample 9nder onsideration onsisted of  the e=isting ustomers of Reliane Communiations.

 RE OF STU#$-

e ha$e done researh o$er three distrits in rissa on behalf of IMRB International and we ha$e olleted rele$ant data. %hese two distrits B9BA&:/AR, C9%%AC. e also $isited two $illages in eah of the abo$e mentioned distrits. 8irst we went to B9BA&:/AR distrit then we went to C9%%AC. At last we onduted researh and ompleted the researh.

'ac3ground of t(e company @ COMP"$ PROF!%E 6*1 !ntroduction to t(e Company

:stablished in '+', IMRB International is a pioneer in mar#et researh. A member of the antar  Droup, PP3s information, insight and onsulting di$ision. IMRBEs footprint e=tends aross '' ountries ? India, Pa#istan, Bangladesh, /ri 0an#a, 6ubai, /audi Arabia, :gypt, /ingapore, Malaysia, orea and 0ondon. ith o$er ' full time staff, IMRB pro$ides high >uality oneptuali
inludes onsumer mar#et researh both

>uantitati$e and >ualitati$e, industrial mar#et

researh , business to business mar#et researh, soial and rural mar#et researh, media researh, retail researh , and onsumer panels. IMRB International has been offering for o$er -2 years, both general as well as speialist researh ser$ies to lients in India and o$erseas. IMRB

International operates out of its fi$e full ser$ie

offies in Mumbai, 6elhi, ol#ata, Chennai and Bangalore and is supported by '2 other regional enters for olletion of sur$ey information. 6*2 !MR' !nternational, '

$er -- years of e=periene in researhing India. e ha$e fi$e full ser$ie offies and thirteen field offies in India. ur researh supports * of the top 2 brands in the ountry. ith one of the largest field networ#s for ustom researh, #nowledge of loal ulture, normati$e databases, speialists with industryF setor #nowledge, and an international tool#it of researh methods, IMRB International is uni>uely positioned to pro$ide inno$ati$e solutions to any mar#eting issue. Cygnus is IMRBs nowledge Management /ystem whih onnets e$ery IMRB e=euti$e and helps enhane the >uality of the thin#ing that we pro$ide to Clients. Produt and /er$ies IMRB International has eight speialist units ? ')Probe Gualitati$e Researh (PGR) )/oial and Rural Researh Institute (/RI) -)Media 5 Panel Droup *)C/MM@ Partners in Managing /ta#eholder Relationships 2)BIR6@ Researh?based Consultany for BB and %ehnology Mar#ets 7)etehnology DroupHIMRB +)IMRB Mind%eh /ystems@ /oftware de$elopment house )Abaus Researh@ 6ata Proessing ouse to the orld IMRB International, in assoiation with Mill ward Brown, offers Ad$aned %ra#ing Programmers, Brand 6ynamis and the 0in# pre?test as well as other MB ser$ies throughout this region. ith o$er ' ads pre?tested, o$er  on?going ad and brand health tra#ing researh studies, o$er * brand e>uity studies, we ha$e a good understanding of how ommuniations wor#, what wor#s best and how we an best le $erage the ad$antage that our Clients  brand has o$er ompetition. Probe Gualitati$e Researh is one of the pioneers of >ualitati$e res earh in India and has e=euti$es speially trained in India and o$erseas in >ualitati$e researh methods. 6rawing on learning from ethnography, psyhology and anthropology, PGR has reated a $alidated tool?#it for new produt de$elopment, brand launh, ommuniation and brand building and strengthening. As# to use PGRs Gualitati$e tool#it for ationable insights %he /tairway to /uess. %he Media Droup has probably one of the most omprehensi$e media researh ser$ies anywhere in the world whether it is Press (&R/, measuring print passion), %ele$ision (%AM People meter systems, Mapping minds and moods), Radio (ontinuous radio ratings), utdoor (signage effeti$eness), and Internet and Media Multiplier studies. e run the ountries only ousehold Purhase Panel with o$er +, households from ''* towns and + $illages pro$iding data on a monthly basis for o$er  2 produt ategories. /o if you wanted to segment by shopping and usage beha$ior, or model the sales effets of a prie hange or a promotional offer, the data, the models and the minds are a$ailable to you. %he /oial and Rural Researh Institute speiali
DroupHIMRB has o$er a deade e=periene in teleom researh, information tehnology, mass media and on$ergene. It has been publishing the Internet in India studies, whih is used by net? dri$en businesses as strategi mar#eting input sine '. %he study on I% offie produts and hardware is sponsored by MAI% and the software mar#et tra#s by &A//CM. %he Guality of  Basi and Cellular ser$ie is published >uarterly by the %eleom Regulatory Authority of India (%RAI).

%o ater to its growth , espeially, loo#ing

for e=periened >uantitati$e

its growing international business , IMRB ffie mar#et

researhers at all le$els as well as

is

trainee

MBAs and postgraduates without Mar#et Researh e=periene for a areer in >uantitati$e onsumer researh. IMRB International is /outh Asia3s leading mar#et researh 10

onsultany

organi
International with o$er  full time staff and o$er - offies in /outh

Asia and the Middle :ast offers full spetrum researh onsultany to leading multinational and Indian lients in India and outside India. International pro!ets aount for about a third of IMRB3s business. IMRB International is a part of PP3s Insights 5 Consultany 6i$ision 1 antar.PP, one of the world3s leading ommuniations ser$ie ompanies with billings of -7 billion, pro$ides national, multinational and global lients with ad$ertising, media in$estment management, information, insight and onsultany,  publi relations and publi affairsJ branding 5 identity, healthare and speialist ommuniations. Colleti$ely, PP employs ', people in o$er  offies in '7 ountries. PP ompanies inlude K%, gil$y 5 Mather, ;5R Ad$ertising, Drey orldwide, and Mindshare. antar is one of the world3s largest researh, insight and onsultany networ#s a nd brings together a di$erse group of outstanding mar#eting insight and onsulting ompanies. antar ompanies inlude@ Mill ward Brown, Researh International, Added 4alue Droup, BMRB, IMRB, BPRI, Dlendenning Management Consultants, enley Centre 0ight speed (online) Researh. %he group operates in '7 offies aross 7 mar#ets worldwide. (8or further information please $isit@ In India, IMRB International is an autonomous di$ision of industan %hompson Assoiates 0imited (%A), %A3s di$isions inlude K% (Ad$ertising), 8ortune (Ad$ertising), %hompson Connet (diret mar#eting), IPA& (Publi Relations).

6*6 Client0 of !MR' !nternational

IMRB wor#s for a large number of lients 1 multinationals and Indian ompanies. /ome of IMRB3s leading 5 regular lients are Bharti Airtel, Britannia,British Amerian %obao (BA%), Cadbury, Castrol, Ca$in#are, 6e Beers, Radio Mirhi, 8ord, 8rito 0ay, Dillette, Dla=o /mith#line, ein<,ero onda, onda, uth, ICICI Ban#, Idea Mobile, Indian Airlines, Indian il, Intel, I%C 0td et. 6*7 Company80 5i0ion and mi00ion- +!S!O" -

%o be the ageny of hoie for mar#eters aross the Middle :ast and &orth Afria region 1 by onsistently pro$iding utting?edge mar#et researh ser$ies from oneptuali
be the leading researh in India. e will le$e rage our stre ngths to e=e ute 11

ompl e= globa l?s ale pro! ets to fa ilit ate leading?edge information and ommuniation ser$ies affordable to all indi$idual onsumers and businesses in India. e will offer  unparalleled $alue

to reate

ustomer delight

and enhane business

produti$ity.

e

will also generate $alue for our apabilities beyond Indian borders and enable millions of IndiaEs #nowledge wor#ers to deli$er their ser$ies globally.

M!SS!O" •

/er$ie fous

•

:mpowered :mployees

•

Inno$ati$e /er$ie

•

Cost effiieny

•

Aurate in sur$ey

•

0o$ed by more ustomers.

•

%argeted by top talent.

•

Benhmar#ed by more business.

Po0tpaid and prepaid of reliance communication-

Post-paid plans:-paid Plans Post-paid Plans

1

Reliance communication is providing band width from 500 kbps to 20 mbps.It also providing different plans with different browsing speed with different charges.some of  its plans are given below such as,   urf !ddiction Plan and unlimited usage with fle"ible #uarterl$, half $earl$ and $earl$ options or get the %reedom&& Plan which is eas$ on $our pockets and gives $ou speed of up to '(bps at )ust Rs.&&*month. Details

Surf addiction 500 Kbps

+andwidth

500 bps

%ree ata usage

nlimited

/uarterl$ harges1Rs.

'3&5

4alf $earlt$ harges1Rs.

23&5

 !nnual harges 1Rs.

3&&0

Plan

Freedom 99

 !dvance Rental

(onthl$

&&

ownload peed

' (bps

+undled ata sage

200 (+

ircuit +reaker rigger

6&&

(a". 1Rs.

6&&

+ill

7uarantee

peed after +reaker 

ircuit

ata usage harges pto (a". +ill 9imit

800 bps 50 p*(+

Broadband Trump Plans

If Internet is what $ou swear and live b$ , then the rump Plans are for $ou. unlimited broadband with speed of upto 6 (bps

Details

Trump 1299

Trump Plus 199

 !dvance (onthl$ Rental

'2&&

':&&

3 (bps upto 1$

3 (bps upto

Super Trump 2599

25&& 6 (bps

Mar3eting a0 a concept

Mar3eting  is the proess by whih ompanies reate ustomer interest in goods or ser$ies. It

generates the strategy that underlies sales tehni>ues, business ommuniation, and business de$elopments. It is an integrated proess through whih ompanies build strong ustomer  relationship and reates $alue for their ustomers and for themsel$es

MRKET

In mar#eting, the term market  refers to the group of onsumers or organiuire the produt. %he mar#et definition begins with the total population and  progressi$ely narrows as shown in the following diagram.

1!

Beginning with the total population, $arious terms are used to desribe the mar#et based on the le$el of narrowing@ •

• •

Potential mar3et ? those in the total population who ha$e interest in a>uiring the produt. 5aila.le mar3et ? those in the potential mar#et who ha$e enough money to buy the produt. /ualified a5aila.le mar3et ? those in the a$ailable mar#et who legally are permitted to buy the

 produt. Target mar3et ? the segment of the >ualified a$ailable mar#et that the firm has deided to ser$e •

(the served market ). Penetrated mar3et  ? those in the target mar#et who ha$e purhased the produt. In the abo$e •

listing, LprodutL refers to both physial produts and ser$ies. %he siualified a$ailable mar#et an be inreased through hanges in legislation that result in fewer restritions on who an buy the produt. *P MAR:%I&D MI %he mar3eting mi is probably the most famous mar#eting term. Its elements are the basi, tatial omponents of a mar#eting plan. Also #nown as the Four P90, the mar#eting  mi%  elements are Prie, Plae, Produt and Promotion.

/er$iing Mar#eting will inrease the mi= to Se5en P80* T(ey are People, P(y0ical E5idence, and Proce00*

1%

 &ow a new /er$ie Mar#eting Mi= has been de$eloped alled as +P ser$ie mar#eting mi= for  ser$ie mar#eting. 7P MRKET!": M!;

As stated abo$e, mar#eting mi= is reated to satisfy ustomers and organi
PRO#UCT-  %he term LprodutL refers to tangible, physial produts as well as ser$ies. 9nder 

this heading a mar#eter needs to onsider the thing that is being sold. %his is not !ust the physial  produt itself, but also anything related to how it is made, pa#aged and named. 9nder this heading the mar#eter also needs to onsider produtFser$ie options, the after?sales ser$ie, warranties, and ser$iing. ere are some e=amples of the produt deisions to be made@ • • • • • • • • •

Brand name 8untionality /tyling Guality /afety Pa#aging Repairs and /upport arranty Aessories and ser$ies

PR!CE- %his heading refers to deisions about how muh to harge for goods and ser$ies. It

may be easy for you as a manager to neglet this aspet of the mi= in fa$or of the more EglamorousE  promotion and produt areas, but ultimately deisions o$er prie affet the $iability of a brand and the profitability of an organi
Priing strategy (s#im, penetration, et.) 1&

• • • • • • •

/uggested retail prie 4olume disounts and wholesale priing Cash and early payment disounts /easonal priing Bundling Prie fle=ibility Prie disrimination

P%CE@? %his heading refers to distribution. %his means all aspets related to how goods and

ser$ies are Emo$edE from the produers to the end user. %his means the oordination of retailers andFor wholesales and in the ase of produts the logistis in$ol$ed in mo$ing from fatoryFwarehouseFhead offie, to the end user. 6istribution is about getting the produts to the ustomer. /ome e=amples of distribution deisions inlude@ • • • • • • • • • •

6istribution hannels Mar#et o$erage (inlusi$e, seleti$e, or e=lusi$e distribution) /peifi hannel members In$entory management arehousing 6istribution enters rder proessing %ransportation Re$erse logistis Promotion 6eisions

PROMOT!O"- In the onte=t of the mar#eting mi=, promotion represents the $arious aspets of 

mar#eting ommuniation, that is, the ommuniation of information about the produt with the goal of generating a positi$e ustomer response. Mar#eting ommuniation deisions inlude. %his heading refers to all types of ommuniation that relate to a speifi mar#eting ampaign. %his inludes ommuniation with retailers and distributors, ommuniation with purhasers and end users and also internal ommuniation with the sales fore and other employees. Promotion is an area with onsiderable I inno$ation. Mar#eters put great efforts into finding new ways to ommuniate with onsumers. • • • • • •

Ad$ertising Personal selling 5 sales fore /ales promotions Publi relations 5 publiity Publi relations 5 publiity 0imitations of the Mar#eting Mi= 8ramewor#

1"

2*< MRKET!": RESERC= -

Researh is the proess of olleting and analyuired to address these issues, designs the methods for olleting information, manages and implements the data olletion proess, analy
Amerian Mar#eting assoiation ? ffiial 6efinition of Mar#eting Researh b$iously, this is a $ery long and in$ol$ed definition of mar#eting researh "Marketing research is about researching  the whole of a company's marketing process." 

!bout its competitors: he ma)or competitors are !irtel, ;odafone, ata-ocomo, +<9 etc. = Telecommunication companies in "ndia Telecom #S$ •

 !irtel

•

>+<9

•

(<9

•

>Reliance

•

>ataoo(o

•

>;odafone 1'

%D$! •

+<9

•

&(<9

•

&Reliance

•

&ata Indicom

'ire line •

+<9

•

& !irtel

•

&(<9

•

&Reliance

•

&ata Indico&

?ut of which the airtel,tata docomo,+snl, and ;odafone are ma)ore in Indian telecome sectore and also in ?rissa.

Some competitors of reliance !irtel:

+harti

!irtel@ formerl$ known as +harti ele-;entures 9imited 1+;9 is among IndiaAs

largest mobile phone and %i"ed
consulting 1#

for

corporate.9eading

international

telecommunication companies such as ;odafone andingel held partial stakes in +harti !irtel.In !pril 200C +harti 7lobal 9imited was awarded a telecommunications license inGerse$ in the hannel Islands b$ the local telecommunications regulator the GR!.In eptember 200C the ?ffice of tilit$ Regulation in 7uernse$ awarded 7uernse$!irtel with a mobile telecommunications license. In (a$ 200: Gerse$ !irtel and7uernse$ !irtel announced the launch of a relationship with ;odafone for  islandmobile subscribers. In Gul$ 200:, +harti !irtel signed an (o with
'C telecom circles in India espite the official name being ;odafone FssarLits products are simpl$ branded. It offers both prepaid and post-paid 7( cellular phone coverage throughout India and is especiall$ strong in the ma)or metros. ;odafone Fssar provides 27 services based on &00 (4J and '600 (4J digital 7( technolog$, offering voice and data services in 'C of the countr$As 28 licence areas. )'*+,S"P:

;odafone Fssar is owned b$ ;odafone 52M, Fssar 7roup 88M, and other Indian nationals, '5M. ?n %ebruar$ '', 200:, ;odafone agreed to ac#uire the controlling interest of C:Mheld b$ 9i a hing 4oldings in 4utch-Fssar for N''.' billion, pippingReliance ommunications, 4indu)a 7roup, and Fssar 7roup, which is the owner of the remaining 88M. he whole compan$ was valued at  '6.6 billion. he transaction closed on (a$ 6, 200:. P,+(")/S B,!*DS:

In ecember 200C, 4utch Fssar re-launched the O4utchO brand nationwide, consolidating its services under a single identit$. he ompan$ entered into agreement with < oo(o to launch I-mode mobile Internet service in India during 200:.he compan$ 0

used to be named 4utchison Fssar, reflecting the name of its previous owner, 4utchison. 4owever, the brand was marketed as utc.  !fter getting the necessar$ government approvals with regards to the ac#uisition of a ma)orit$ b$ the ;odafone 7roup, the compan$ was rebranded as ;odafone Fssar. he marketing brand was officiall$ changed to (odafone on 20 eptember 200:.?n eptember 20, 200: 4utch becomes ;odafone in one of the biggest brand transition e"ercises in recent times. ;odafone Fssar is spending somewhere in the region of Rs 250 crores on this high- profile transition being unveiled toda$. !long with the transition, cheap cell phones have been launched in the Indian market under the ;odafone brand. here are plans to launch co-branded handsets sourced from global vendors as well. Tata-Docomo:

ata eleservices 9imited 19 is part of the ata 7roup of ompanies, an Indian onglomerate. It runs the brand name ata docomo in India in various telecom circles of  India. he compan$ forms part of the ata 7roupAs presence in the elecommunication Industr$ in India, along with ata eleservices1(aharashtra 9imited 1(9 and ;<9.9 was incorporated in '&&5 and was the first compan$ to offer (! (obileservices in India, specificall$ in the state of !ndhra Pradesh. In ecember 2002, the compan$ ac#uired the erstwhile 4ughes elecom 1India9td. which was renamed ata eleservices 1(aharashtra 9imited.In eptember 200:, ata Indicom launched the alk Borld plan, an International 9ong istance Plan. ata is the direct competitor with Reliance,

both

(!

operators

in

India.

he

compan$

provides

unified

telecommunication solutions including mobile, fi"ed wireless, fi"ed line and broadband. ?ther competitors are ;odafone, !irtel, !ircel,Idea, (<9, and +<9 providing 7( based mobile telephon$.he compan$ was first in India to provide free intra network calling within cit$limits. he$ launched a uni#ue scheme providing lifetime rental free connectivit$on its mobile and fi"ed wireless for a onetime charge.ata eleservices is part of the I
Ra)asthan, Pun)ab, 4ar$ana, 4imachal Pradesh, ttar Pradesh 1F, ttar Pradesh 1B, erala, olkata, (adh$a Pradesh and Best +engal. 4aving pioneered the (! 87'" technolog$ platform in India, ataeleservices has established a robust and reliable 87 read$ telecom infrastructure that ensures #ualit$ in its services. It has partnered with (otorola, Fricsson, 9ucent and FI elecom for the deplo$ment of a reliable, technologicall$

advanced

network.he

compan$,

which

heralded

convergence

technologies in the Indian telecom sector, is toda$ the market leader in the fi"ed wireless telephon$ market with atotal customer base of over 8.6 million. ata eleservicesK bou#uet of telephon$ services includes (obile services, Bireless esktop Phones, Public +ooth elephon$ and Bireline services. ?ther services include value added services like voice portal, roaming, post-paid Internet services, 8-wa$ conferencing, group calling, Bi-%i Internet, + (odem, datacards, calling card services and enterprise services. ome of the other products launched b$ the compan$ include prepaid wirelessdesktop phones, public phone booths, new mobile handsets and new voice D dataservices such as +RFB games, ;oice Portal, picture messaging, pol$phonic ringtones, interactive applications like news, cricket, astrolog$, etc.ata Indicom redefined the e"isting prepaid mobile market in India, b$ unveiling their offering  ata Indicom Q
+harat anchar
'0 M to public. +harat anchar
Research refers to search for knowledge and it also can be termed as an art of scientific investigation .Research is actuall$ a vo$age of discover$ .we all possess the vital instinct of in#uisitiveness for, when the unknown confronts us, we wonder and our in#uisitiveness makes us probe and attain full and fuller understanding of the unknown .this intuitiveness is the mother of all knowledge and the method ,which man emplo$s for obtaining the knowledge of whatever the unknown ,can be termed as research . )b4ectie of ,esearc. $

he purpose of research is to discover answers to #uestions through the application of  scientific procedures. he main aim of research is to find out the truth which is hidden and which has not been discovered $et. he basic ob)ective of this stud$ i.e. customers satisfaction for Reliance communications is to know the$ dos and donts of the service provided b$ reliance communication.  !ll companies are alwa$s tries to become no.' in the market, b$ anal$sing the customer  need and wants, market situation and rival companies market strategies. o Reliance communication is also tr$ing to know its position in the market b$ surve$ing the market with certain #uestionnaire. Sinificance of researc.:-

ignificance research leads to in#uir$, and in#uir$ leads to invention increase amount of  research make progress possible. Research includes scientific and inductive thinking and  it promotes the development of logical habits of thinking and organization .

ignificance of this stud$ is, one can know how different marketing strategies adopted b$ reliance communication b$ modif$ing its product and services and b$ reverse engineering. Be can also know the customer satisfaction level of using both prepaid and post-paid of  Reliance communication. he managerial significance is we can know how to use four ps i.e., product, price place, promotion in different marketing conditions. $et.odolo3:

It seems appropriate at this )uncture to e"plain the difference between research methods and research methodolog$.

Research methods ma$ be understood as all those

methods*techni#ues that are used for conduction of research ,esearc. Desin:

! research design is the arrangement of conditions for collection and anal$sis of data in a manner that aims to combine relevance to the research purpose with econom$ in procedure. !s such the design includes an outline of what the researcher will do from writing the h$pothesis and its operational implications to the final anal$sis of data. T3pes of ,esearc. Desin !

ifferent research design can be convenientl$ described if we categoriJe

them asE

' Researc. desin in case of e6plorator3 researc. studies: F"plorator$ research studies also termed as formulative research studies. he main purpose this studies is that of formulating a problem for more precise investigation or of  developing the working h$pothesis from an operational point of view. he emphasis in such studies is on the discover$ of ideas and insights. ?ne can mention few e"amples of  Uinsight-stimulating cases such as the reactions of strangers, the reaction of marginal individuals, and the stud$ of individuals who are in transition from one stage to another. 2 ,esearc. Desin "n %ase )f Descriptie and Dianostic ,esearc. Studies: escriptive research studies are those studies which are concerned with describing the characteristics of particular individual, or of a group, whereas diagnostic research studies determine the fre#uenc$ with which something occur or its association with something else. 

his stud$ describes the phenomena under stud$.



he data collection here ma$ relate to the demographic or the behavioural variables of the respondents under stud$.



he research has got ver$ specific ob)ective, clear cut data re#uirements and uses a large sample which is drawn through a probabilit$ sampling design.



he recommendations*findings in a descriptive research are descriptive.

,esearc. Desins "n %ase of 3pot.esis-Testin Studies:

4$pothesis Stesting research studies 1generall$ known as e"perimental studies are those where the researcher tests the h$pothesis of causal relationship between variables. his fact inspired him to develop certain e"perimental designs for testing h$potheses concerning scientific investigation. oda$, the e"perimental designs are being used in research relating to phenomena of several disciplines. Samplin Desin:

! sampling design is a definite plan for obtaining a sample from a given population. It refers to the techni#ues or the procedure the researcher would accept in selecting items for the sample. ample design ma$ as well la$ down the number of items to be included in the sample. i.e. siJe of sample. ample design is determined before the data are collected. Sample si7e: %

he sample siJe refers to the number of items to be selected from the universe to constitute a sample. 4ere m$ sample siJe is '00 out of '5'C1population.his sample is selected randoml$ for prepaid customers and as the stud$ is a purposive one, sample siJe is selected b$ dividing total population into some homogeneous groups1tratified random sampling. Probabilit$ amplingE ! probabilit$ sampling method is an$ method of sampling that utiliJes some form of random selection. In order to have a random selection method, $ou must set up some process or procedure that assures that the different units in $our  population have e#ual probabilities of being chosen. 4umans have long practiced various forms of random selection, such as picking a name out of a hat, or choosing the short straw. hese da$s, we tend to use computers as the mechanism for generating random numbers as the basis for random selection. In probabilit$ sampling, there are four ma)or t$pes of samplings, these are as follows '. imple random sampling . tratified random sampling

8. $stematic sampling 3. (ultistage cluster sampling Secondar3 Data:

econdar$ data is data taken b$ the researcher from secondar$ sources, internal or  e"ternal. econdar$ ata is data or information that is alread$ available. his data is collected b$ a person or organiJation other than the use of the data. %or the secondar$ data I have taken the help of m$ compan$ guide as well as the web site of I(R+ as well as web site of various telecom companies. !part from this I have also taken the help of some magaJines, )ournals and from various published article. uring the course of the stud$, i have gone through the following steps,



I have )oined in training program in I(R+ International in 26th ma$ 20''. In the 'st da$ the$ gave the general briefing, the general briefing includes what is



all about the pro)ectV !nd what we are going to do and how to doV he$ gave me the topic Wcustomer satisfaction on stud$ for reliance



communication Wand gave us general idea about  (arket research  (arket surve$  ampling  ample siJe &

(arketing chief electoral rule and right hand rule.  Research m$tholog$.   !fter that the$ conducted a written test and (ock call test 1the test about 4ow to 

meet the customer and 4ow to convince the customer.he ob)ective of written test 

is to know the level of knowledge of the trainee in research methodologies. he$ gave a briefing on #uestionnaire design and told us how to ask #uestions to



the customers and what to askV In the 'st week of m$ field work, in I(R+ i have conducted a surve$ on customer  satisfaction level of with reliance 1post-paid and pre-paid and reliance 1post-paid



and pre-paid. In the process, I met and ask the customers some #uestions to fulfill m$ ob)ective. RE%!"CE

'. . -. *. 2.

Pritabash panda /an!eeb Dinodia Chiran!eeb pattanai# Bi#ram bishoi Priya priyadarshni

--+''2 --+7*2 --'''- --+++++2 --*+

mFs /riram industries,t &ew industrial area,t %horia sahi,t Dangadhar pur,t %ulasipur,t

!RTE%

'. . -. *. 2.

Bharat #u.panigrahi Biswa!it ghadia 6ebabrata Bari# %apas ran!an naya# /oumya ran!an panigrahi

-'+2' -+*'77+* -+**7+2 '777 -+-2'2

Phase?II,patia,BB/R   Behera sahi,&ayapally 8irestation ,BB/r   DA?-,C / Pur,BB/R   /ailasree $ihar,BB/R  

TT #oCoMo >prepaid)

'. Biswa!it sahoo

-'7

&ayapally,behera sahi,bbsr  

. Ashirbad das

+2**7+-*

Cs pur, bbsr  

-. &ishi#anta naya#

-7+

Rasulagrh,BB/R  

*. aswin das

+277**

Crps>uare,bbsr  

2. Pabitra hhatai

+2-'+

Da?*,spur ,bbsr  

TT #oCoMo >po0tpaid)

'. Pradeep #u. sana

**

&ear da$ publi shool.bbsr  

. Rasmiran!an mohapatra

-+'*

Cs pur,maOtre $ihar,bbsr  

"

-. ARCA&A samantaray *. /idhartha saha

**''+'

ara$el nagar,bbsr  

*722-

&ear fotune tower,bbsr  

'

Chapter-

Before as#ing >uestions to the ustomers, we ha$e gi$en a show?ard to ustomer for the rating. #

/CAR6@ !tem e=ellent $ery good good fair  poor

Re0pondent 2 *  '

%his way we ha$e to as# the following >uestions for the prepaid ustomers '. ;ou are using whih ser$ie mobile pro$ider

!tem e=ellent $ery good good fair  poor

Re0pondent '+ '' 7 -

%he abo$e table shows out of the total * respondents, '+ is from e=ellent, '' from $ery good,7 from good,- from fair and -from poor.

ere out of the total ' per ent 2.+' perent belongs to e=ellent, only Q belongs to $ery good, +Q belongs to good, Q belongs to fair and only 2Q belongs to poor.

. hat is your appro=imately monthly $ouher harge

 !tem

Re0pondent

e=ellent $ery good good fair  poor

'2 '  ' $0

%he abo$e table shows out of the total * respondents, '2 is from e=ellent, ' from $ery good, from good,- from fair and 'from poor.

ere the pie hart shows that, out of the total ' per ent - perent belongs to e=ellent, only -Q  belongs to $ery good, Q belongs to good, +Q belongs to fair and only -Q belongs to poor. -. Are you faing any problem in networ# o$erage  !tem :=ellent 4ery good Dood 8air Poor

Re0pondent '+ ' 7 * -

%he abo$e table shows out of the total * respondents, '+ is from e=ellent, ' from $ery good,7 from good,* from fair and - from poor.

ere the abo$e pie hart desribes that, out of the total ' per ent *7 perent belongs to e=ellent, only Q belongs to $ery good, +Q belongs to good, Q belongs to fair and only 2Q belongs to  poor  *. Are you satisfying in reharging in $ouhers $1

 !tem e=ellent $ery good good fair  poor

Re0pondent '* '2 * *

%he abo$e table shows out of the total * respondents, '* is from e=ellent, '- from $ery good,2 from good,* from fair and * from poor.

ere the abo$e pie hart desribes that, out of the total ' per ent * perent belongs to e=ellent, only Q belongs to $ery good, 'Q belongs to good, ''Q belongs to fair and only Q belongs to  poor. 2. Are you satisfying in tal# time offer pro$ided by the ompany  !tem e=ellent $ery good good fair  poor

Re0pondent ''  -

%he abo$e table shows out of the total * respondents, '- is from e=ellent, ' from $ery good, from good,- from fair and - from poor 

$

ere the abo$e pie hart desribes that, out of the total ' per ent -+ perent belongs to e=ellent, only -'Q belongs to $ery good, 2Q belongs to good, +Q belongs to fair and only 2Q belongs to  poor  7. 6id you gi$en any omplain to the ustomer are regarding the ser$ie in mobile !tem e=ellent $ery good good fair  poor

Re0pondent

' + 7 -

%he abo$e table shows out of the total * respondents, ' is from e=ellent, + from $ery good, 7 from good, - from fair and - from poor.

ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only 2Q belongs to $ery good, 'Q belongs to good, 2Q belongs to fair and only 2Q belongs to  poor  +. hat is your $iew point3s regarding about the ompany ser$ie $$

!tem e=ellent $ery good good fair  poor

Re0pondent

'+ '' 7 -

%he abo$e table shows out of the total * respondents, '+ is from e=ellent, '' from $ery good, 7 from good, - from fair and - from poor.

ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only Q belongs to $ery good, 2Q belongs to good, 2Q belongs to fair and only 2Q belongs to  poor  . Are you hief wage earner in your family and what is your >ualifiation  !tem e=ellent $ery good good fair  poor

Re0pondent ' ' 7 

%he abo$e table shows out of the total * respondents, ' is from e=ellent, ' from $ery good, 7 from good, - from fair and from poor.

$!

ere the abo$e pie hart desribes that, out of the total ' per ent ** perent belongs to e=ellent, only Q belongs to $ery good, '2Q belongs to good, Q belongs to fair and only 2Q belongs to  poor 

#. 6o you gi$e permission to irulate your mobile number to the ompany

 !tem e=ellent $ery good good fair  poor

Re0pondent '2 '  * -

%he abo$e table shows out of the total * respondents, '2 is from e=ellent, ' from $ery good,  from good, * from fair and - from poor.



%$ ere the abo$e pie hart desribes that, out of the total ' per ent *' perent belongs to e=ellent, only Q belongs to $ery good, '7Q belongs to good, Q belongs to fair and only 2Q belongs to  poor. /ue0tionnaire for po0tpaid cu0tomer0-

%here are some ertain >uestions for the post?paid ustomers but abo$e >uestionnaire design is same for the both prepaid and post?paid ustomers. %here only two >uestions are distinguish for the post?  paid ustomers. i.e. i as#ed to the Reliane post?paid ustomers partiularly. %hese are as follows '. Are you using one post?paid mobile

!tem e=ellent $ery good good fair  poor

Re0pondent '7 ' 2 + 

%he abo$e table shows out of the total * respondents, '7 is from e=ellent, ' from $ery good, 2 from good, + from fair and  from poor.

ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only 2Q belongs to $ery good, 2Q belongs to good, +Q belongs to fair and only 2Q belongs to  poor. . hat is your monthly appro=imately billing are oming $&

!tem

Re0pondent

e=ellent

'+

$ery good

''

good

+

fair

-

 poor



%he abo$e table shows out of the total * respondents, '+ is from e=ellent, '' from $ery good, + from good, - from fair and  from poor.

ere the abo$e pie hart desribes that, out of the total ' per ent - perent belongs to e=ellent, only 'Q belongs to $ery good, Q belongs to good, Q belongs to fair and only 2Q belongs to  poor. $. Are you satisfying using the Reliane post?paid mobile

!tem e=ellent $ery good good fair  poor

Re0pondent '* '' +  -

%he abo$e table shows out of the total * respondents, '* is from e=ellent, '' from $ery good, + from good,  from fair and - from poor 

$"

ere the abo$e pie hart desribes that, out of the total ' perent * perent belongs to e=ellent, only -2Q belongs to $ery good, 'Q belongs to good, Q belongs to fair and only 2Q belongs to  poor.

#ata analy0i0 and #ata interpretation8rom the abo$e data analysis and data interpretation, we ha$e got a satisfatory study on abo$e  prepaid and post?paid mobile sur$ey that the ustomers are using the prepaid mobile rather than the  post?paid mobile beause of the all rate, ser$ie offer another faility. % h e teledensity of the Country has inreased from 'Q in 7 to --Q in 6eember , showing a stupendous annual growth of about 2Q, one of the highest in any setor of the Indian :onomy. %he 6epartment of %eleommuniations has been able to pro$ide state of the art world?lass infrastruture at globally ompetiti$e tariffs and redue the digital di$ide by e=tending onneti$ity to the unonneted areas. India has emerged as a ma!or base for the teleom industry worldwide. %hus Indian teleom setor has ome a long way in ahie$ing its dream of   pro$iding affordable and effeti$e ommuniation failities to Indian iti
%his study helped me to #now different aspets of ustomer satisfation regarding teleom ser$ie pro$ider.



%his study also helped me to #now different sheme and produt pro$ided by Reliane Communiation.



%his study helped me to #now the mar#et base of Reliane Communiation.



%hrough this study i onlude that ad$ertisement plays as a pi$otal role in mar#eting of teleom industry3s produt.



Reliane Communiation has better ad$ertisement strategy than its ompetitor.



Reliane Communiation is more popular in student irles then others. $'