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INTRODUCTION
1
INTRODUCTION
These include Airtel, Reliance Jio, and Vodafone Idea, among other well-known ones. The customer is
revered as the market's king. Every business's major priority is customer retention and brand loyalty.
Companies are compelled to give greater discounts, after-sales services, and high-quality products and
services at fair prices in order to attract new customers and increase customer satisfaction. To supervise
and regulate telecom services and rates in India, TRAI was established in 1997.
The major goal of TRAI is to foster an environment that eliminates customer exploitation and supports
healthy competition. The three main telecom service providers are Reliance Jio, Bharti Airtel, and
Vodafone Idea. A fully owned subsidiary of Reliance Industries is Reliance Jio. Jio's success doesn't need
to be explained. Jio used effective marketing techniques to gain market share. For a while, it offered users
complimentary services. Customers could utilize the services for practically nothing. Customers also
offered the business feedback, which assisted in improving their services. Jio provided services for 4G.
Customers had access to extremely fast Internet through 4G services. Additionally, it launched affordable
data plans. Jio's success was therefore a result of its innovative business practices. One of the well-known
providers of telecommunications services is Bharti Airtel, also known as Airtel. It has a good market
share and offers good customer service. Jio and Vodafone Idea are two strong rivals to it. Massive sums
of money have been spent by the business on advertising, promotion, and improving its public image.
Even the most remote areas of our country have it running.
Additionally, it operates in more than ten nations in Asia and Africa. In terms of subscribers, it is a top
service provider globally. One of the top telecom service providers, Vodafone Idea, is based in Mumbai.
The business strives to give customers a wonderful experience. Both the NSE and the BSE list it.
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ADVANTAGES OF TELECOMMUNICATION
1. Improved Communication
Communication is now easier and faster thanks to telecommunication. It eliminates the need for
physical travel by allowing people to communicate with one another over various locations.
2. Expanded Productivity
By enabling employees to work from home, telecommunication has increased efficiency. This eliminates
the need for close proximity in the workplace, saving time and money.
3. Cost-effective
Telecommunication is economical because it eliminates the need for actual travel, which lowers
transportation costs. It also enables businesses to spend less on building and office space.
4. Adaptability
Telecommunication allows for flexibility in terms of work strategies. It makes it easier to balance
business and personal life because it allows representatives to work from home or anywhere.
5. Accessibility
Telecommunication makes it possible for people in remote locations to obtain services and information
that would otherwise be unavailable. The gap between urban and rural areas has been closed as a result of
this.
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DISADVANTAGES OF TELECOMMUNICATION
1. Reliance on Innovation
Innovation comes before telecommunication. Any disruption to innovation can result in a breakdown in
communication, which causes trouble and bad things to happen to efficiency.
The lack of individual engagement caused by telecommunication increases the desire for social
interaction and opportunities to forge new relationships.
3. Security Dangers
Telecommunication is powerless to security dangers such as hacking, phishing, and information robbery.
This will compromise private data and lead to monetary misfortunes.
1. Technical Troubles
Telecommunication requires specialized information and mastery. Specialized troubles can emerge,
causing delays and disturbances in communication.
2. Health Risks
Telecommunications exposed people to electromagnetic radiation, which poses health risks like cancer
and other problems.
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TELECOMMUNICATION INDUSTRY IN INDIA
Widely there are several telecommunication companies in India, among all four companies has grab the
market. They are-
1. Bharti Airtel
2. Reliance Jio
3. Vodafone or Idea
4. BSNL
Bharti Airtel
Bharti Airtel Limited is a leading global telecommunications company with operations in 16 countries
across Asia and Africa. It is headquartered in New Delhi, India. The company ranks amongst the top three
mobile service providers globally in terms of subscribers. In India, the company's product offerings
include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed home
broadband, DTH, enterprise services including national & international long-distance services to carriers.
In the rest of the geographies, it offers 2G, 3G, 4G wireless services and mobile commerce.
Reliance Jio
Reliance Jio Infocomm Limited, doing business as Jio, is an Indian telecommunications company and a
subsidiary of Jio Platforms, headquartered in Navi Mumbai, Maharashtra, India. It operates a national
LTE network with coverage across all 22 telecom circles. Jio consists of powerful broadband networks,
useful applications, best-in-class services and smart devices distributed to every doorstep in India. Jio’s
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media offerings include the most comprehensive libraries and programme of recorded and live music,
sports, live and catch up television, movies and events. Jio is about creating connected intelligence for 6
billion global minds to unleash the power of a young nation. The three-pronged focus on broadband
networks, affordable smartphones and the availability of rich content and applications. Today, Jio is
capable of offering a unique combination of telecom, high speed data, digital commerce, media and
payment services.
Vodafone OR Idea
Vi or Vodafone Idea Limited is an Indian telecom operator with its headquarters based in Mumbai and
Gandhinagar. It is a pan-India integrated GSM operator offering 2G, 3G, 4G, 4G+, VoLTE, and VoWiFi
service. On 31 August 2018, Vodafone India merged with Idea Cellular, to form a new entity named
Vodafone Idea Limited. On 7 September 2020, Vodafone Idea unveiled its new brand identity, 'Vi' which
involves the integration of the company's erstwhile separate brands 'Vodafone' and 'Idea' into one unified
brand. As per to the latest data published by the telecom regulator TRAI, Vi had the lowest upload speed
of 0.28 Mbps speed in May 2021.
Bharat Sanchar Nigam Limited (BSNL) is a technology-oriented company Incorporated on September 15,
2000 and provides all types of telecom services namely telephone services on wireline, wireless local
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loop (WLL) and mobile, broadband, internet, leased circuits and long distance telecom service. The
company has been in the forefront of technology with 100% digital technology switching network.
BSNL’s nation-wide telecommunications network covers all district headquarters, sub-divisional
headquarters, Tehsil headquarters and almost all the block headquarters.As of April 2019, it had about
29.63-million-line basic telephone capacity, 1.39 million WLL capacity, 114.62 million GSM capacity,
31,611 fixed exchanges, 1,46,172 GSM BTSs, 95 Satellite Stations, 8,49,990 route kilometre (RKm) of
OFC, 2,548 RKm of microwave network.
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OBJECTIVES
4. To ascertain if the users are content with the services provided by the existing service provider.
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SCOPE OF THE STUDY
How telecommunication companies satisfied their existing customers and convert competitors
customers.
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LIMITATIONS OF THE STUDY
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CHAPTER: 2
LITERATURE OF REVIEW
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REVIEW OF LITERATURE
According to Mahesh Balakrishnan et al. (2019) the turnover rate has an impact on the
telecom business. The only way to achieve customer loyalty is to improve perceived service
quality and total customer pleasure.
Jyoti (2019) claims that Jio and Airtel are fierce competitors. Both businesses have a strong
market presence. Comparatively, Jio is more well-liked than Airtel. Jio is well-liked by
people of all ages. India is a country where youth make up the bulk of the population. Jio has
had success luring youthful users because to its promotions and offerings.
According to an Economic Times article from August 22, 2019 Over 44 million new
active members have been added to Reliance Jio over the last six months, according to an
Economic Times article from August 22, 2019. Bharti Airtel and Vodafone Idea lost 20
million and 68 million respectively.
Dimple Turka, et al. (2018) claim that the telecom sector is developing effectively.
Launched in September 2016, Reliance Jio offers free calling services. Other carriers have
lost a significant number of users as a result of its alluring deals and discounts. Jio's success is
largely due to its 4G internet service.
Siddharth Kalra, et al. (2018) claim that Jio's marketing tactics have had an effect on the
consumers of the Indian telecom business. Jio's aggressive pricing strategy has inadvertently
prompted rival service providers to lower their costs and extend more discounts. Jio tried to
win the market's lion's share by offering free and limitless calling services, and it was mostly
successful in doing so. Such actions had a significant impact on businesses like Vodafone
Idea and Airtel.
In their 2016 study, "A Study on Consumer Attitude Towards Mobile Phone Service
Providers in Tamil Nadu," Arun Prasath R. and Vijayadurai J. investigated consumers'
attitudes towards various services provided by mobile service providers. They discovered that
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the majority of respondents purchased prepaid SIM cards. The respondents were largely
satisfied with the value-added services offered by Airtel and Vodafone.
The impact of service quality dimensions on customer satisfaction in the telecom sector
was researched by Baruah (2015). This study focuses on crucial service quality parameters
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that have an impact on customer satisfaction in the telecom industry and examines how these
measurements affect it. According to the results of the regression analysis, customer
satisfaction had a positive and significant impact on all measures of service quality.
In their 2013 study of the Indian telecom sector, which focused on mobile service
providers, Kumar Ratnesh and Amit Kansal found that there is intense competition among the
industry's operators. To increase their subscriber base, all of the players offered specific deals
and plans based on the market conditions. It's time for Indian telecom providers to align
themselves in the current dynamic business climate as the telecom industry's competition
heats up. The findings showed that customized VASs, convenience, network coverage, and
call pricing were the most crucial factors in determining consumers' pleasure and their foster
referral (good word of mouth) to others.
It is examined by Zafar (2013) The influence of mobile service characteristics, such as call
rates, service quality, and service availability; promotion; and brand image; on the purchasing
decisions of both genders. The findings show that when it comes to selecting a mobile
service, male and female consumers have different preferences. The survey also shows that
female customers are more difficult to please than male customers.
In their 2011 study, Raj Kumar Paulrajan and Harish Rajkumar look at the notion of
choice when choosing cellular mobile phone service providers. The study's findings show that
while communication and price have a significant influence on consumer preference when
choosing a telecommunications service provider, product quality and availability have a
significant influence when choosing a mobile telecommunications service provider.
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Pakistani cell phone customers. The study's findings suggest that trust, service quality,
employee loyalty, and switching costs are the primary determinants of consumer loyalty.
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CHAPTER: 3
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
A research technique is a description of the steps taken to conduct a specific type of study. It
outlines the methods or processes used to locate and evaluate data pertaining to a certain research
topic. The research methodology, then, concerns how a researcher plans their study in a way that
enables them to get accurate, trustworthy results and accomplish their research goals.
2. Quantitative Methodology: Numerical data must be measured and tested in quantitative research.
Quantitative research is often used when the study aims are confirmatory, as opposed to
qualitative research, which is more exploratory in character.
Data is very important for any research. Data are the raw facts and figures which are processed to
make information. Without the correct and complete data, it is impossible for any researcher to
conduct successful research. There are two types of data. They are:
Primary Data
Secondary Data
PRIMARY DATA:
Primary data is a type of data that is collected by researchers directly from main sources through
interviews, surveys, experiments, etc. Primary data are usually collected from the source where
the data originally originates from and are regarded as the best kind of data in research.
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The sources of primary data are usually chosen and tailored specifically to meet the demands or
requirements of research. Also, before choosing a data collection source, things like the aim of the
research and target population need to be identified.
For example, when doing a market survey, the goal of the survey and the sample population need
to be identified first. This is what will determine what data collection source will be most
suitable—an offline survey will be more suitable for a population living in remote areas without
an internet connection compared to online surveys.
SECONDARY DATA:
Secondary data is the data that has already been collected through primary sources and made
readily available for researchers to use for their own research. It is a type of data that has already
been collected in the past.
A researcher may have collected the data for a particular project, and then made it available to be
used by another researcher. The data may also have been collected for general use with no specific
research purpose like in the case of the national census.
Data classified as secondary for research may be said to be primary for another research. This is
the case when data is being reused, making it primary data for the first research and secondary
data for the second research it is being used for.
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RESEARCH DESIGN
Research design is a strategy which a researcher sets for himself for carrying out the research.
Research design includes deciding in advance the data to be used, sample size, nature of
population, sampling method, data analysis techniques.
A Sampling is a part of the total population. It can be an individual element or a group of elements
selected from the population. Although it is a subset, it is representative of the population and
suitable for research in terms of cost, convenience, and time. The sample group can be selected
based on a probability or a non-probability approach. A sample usually consists of various units of
the population. The size of the sample is represented by ―n.‖
A sample is defined as a smaller set of data that a researcher chooses or selects from a larger
population by using a pre-defined selection method. These elements are known as sample points,
sampling units, or observations. Creating a sample is an efficient method of conducting research.
In most cases, it is impossible or costly and time-consuming to research the whole population.
Hence, examining the sample provides insights that the researcher can apply to the entire
population.
SAMPLE SIZE
Sample size is the subset of the population on which the research is being conducted.
For research purposes 150 sample sizes were taken. The nature of samples was either they were
business owners, or they were professionals, or they were working in some or the other
organization. Also I collected data by visiting market on daily basis.
Convenience sampling method was used to collect the data from the sample.
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Table 4.1 Representing the summary of research methodology.
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CHAPTER: 4
DATA ANALYSIS AND
INTERPRETATION
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DATA ANALYSIS
1. Age
20 – 25 33 22
25 – 35 50 33
35 – 45 25 17
45 – 55 19 13
Above 55 23 15
Total 150 100
Age
15%
22%
20 – 25
25 – 35
13%
35 – 45
45 – 55
17% Above 55
33%
Analysis:
The above graph shows that 33% of respondents belong to the age group 20-35. 17% of
respondents belong to the age group 35-45. Whereas only 13% of respondents are above the
age of 55.
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2. Gender
Chart Title
40%
Male
Female
60%
Analysis:
The above graph shows that 40% respondents were female whereas and 60% respondents were
male.
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3. Occupation
Frequency Percentage
Employee 82 59
Entrepreneur 46 31
Self-employed 20 20
Others 02 02
Total 150 100
occupation
1%
13%
employee
entrepreneur
self emolyee
55%
31% others
Analysis:
The above pie chart shows that 55% of respondents are employees, 31% respondents
are entrepreneurs whereas 13% respondents are self-employed and 1% respondents are
others.
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4. HAVE YOU HEARD ABOUT TELECOMMUNICATION COMPANIES?
Table 4.4: Showing the responses whether customers are aware about telecommunication
companies.
Frequency Percentage
Yes 114 76
No 00 00
May Be 36 24
TOTAL 422 100
Graph 4.4: Showing the responses whether customers are aware about telecommunication
companies.
responses
24%
Yes
0% No
May Be
76%
Analysis:
The above pie chart shows that 76% of respondents are aware about the telecommunication
companies whereas 24% of respondents may be heard about telecommunication companies.
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5. IF YES, WHICH TELECOMMUNICATION COMPANY YOU KNOW
ABOUT?
Frequency Percentage
Telecommunication
Companies
Bharti Airtel 50 33
Reliance Jio 44 29
Vodafone or Idea 25 17
BSNL 25 17
Others 06 04
TOTAL 150 100
Graph 4.5: Showing the Digital Marketing Platform that has more impact on customers.
Telecommunication Companies
4%
17%
33% Bharti Airtel
Reliance Jio
Vodafone
17% BSNL
Others
29%
Analysis:
33% of respondent know about Airtel and other telecom companies, whereas 29% of respondents are aware about
Reliance Jio and 17% of respondents are aware about Vodafone and BSNL telecom operator. And 4% of the
respondent are aware about some other telecom operators too.
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6. DO YOU AGREE WITH THE STATEMENT THAT I KNOW ABOUT
THE CORPORATE PLANS OF TELECOMMUNICATION COMPANIES?
Table 4.6: Showing the responses of customers knowing about corporate plans of
telecommunication companies .
Frequency Percentage
Strongly Agree 50 34
Agree 38 25
Neutral 38 25
Disagree 12 08
Strongly Disagree 12 08
Total 150 100
Graph 4.6: Showing the responses of customers knowing about corporate plans of
telecommunication companies
Responses
8%
8%
34% Strongly Agree
Agree
Neutral
25% Disagree
Strongly Agree
25%
Analysis:
34% of respondents are strongly agree with the statement that they know about the corporate
plans of telecom operators, whereas 25% of the respondents agree with the statement that
they know about the corporate plans of telecom operators. Whereas 8, 8% of respondents do
not agree with the statement that they know about the corporate plans of telecom operators.
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7. DOES YOUR COMPANY PROVIDE SIM FOR OFFICIAL USE?
Table 4.7: Showing the responses that whether company is providing SIM for official
use.
Graph 4.7: Showing the responses that whether company is providing SIM for official
use .
Reponses
5%
9%
43%
Analysis:
43% of respondents are agree with the statement that their company is providing SIM for official use where as 32%
of respondent are strongly agree that their company is providing SIM for official use to everyone. 11% respondents
were neutral and 9% & 5% were disagree and strongly disagree with the statement that company is providing SIM
for official use.
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8. WHICH TELECOMMUNICATION OPERATOR’S SIM IS PROVIDED
BY YOUR COMPANY?
Table 4.8: Showing which telecommunication operator’s SIM is provided by your company.
Frequency Percentage
Bharti Airtel 89 59
Reliance Jio 36 24
Vodafone or Idea 16 11
Others 09 06
Total 150 100
Graph 4.8: Showing which telecommunication operator’s SIM is provided by your company.
Telecom Operators
6%
11%
Bharti Airtel
Reliance Jio
Vodafone or Idea
24%
59% Others
Analysis:
59% of the respondent’s companies are providing Bharti airtel’s SIM where as 24% of the
respondent are using Reliance Jio SIM. And 11% of the respondents are using Vodafone or
Idea SIM and 6% of the respondents are using other telecom operators.
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9. DOES YOUR COMPANY USES INTERNET.
Frequency Percentage
Yes 103 69
No 7 4
May Be 40 27
Total 150 100
Intenet Using
27%
Yes
No
4% May Be
69%
Analysis:
69% of the respondents said yes that their company is using internet services whereas 27% of the
respondents said they are not sure that their company or shop is using internet or not. And 4% respondents
said no that their shop or organization is not using internet services.
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10. If yes, which telecom operator’s internet your company uses?
Frequency Percentage
Bharti Airtel 97 65
Reliance Jio 40 27
Vodafone or Idea 09 06
BSNL 04 02
Total 150 100
Telecommunication Companies
2%
6%
Bharti Airtel
27% Reliance Jio
Vodafone or Idea
BSNL
65%
Analysis:
65% of the respondents are said that there company is using Airtel’s product for internet services
whereas 27% of the respondents said that their company is using jio product for internet services.
And 6% and 2% of the respondents said that their organization is using Vodafone or BSNL
products.
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11.Which product your organization is using from your preferred telecom
operator.
Frequency Percentage
Broadband 88 59
Lease Line 50 34
Router 02 01
Dongle 08 05
Others 02 01
Total 150 100
Product
1%
1%
5%
Broadband
Lease Line
34% Router
Dongle
59%
Others
Analysis:
59% of the respondents said they use broadband from their preferred telecom operators, whereas 34% of
the respondents said that they use lease line from their preferred telecom operator. And 1%, 5% & 1% of
the respondents said that they use router, dongle and other products of their preferred network.
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12. You prefer this company because of?
Frequency Percentage
Its monthly plan 40 27
Customer Services 12 08
Additional benefits 16 10
provided by the company
Availability of network 40 27
Other 42 28
Total 200 100
Reason
28% 27%
Customer services
10% Others
27%
Analysis:
When it was asked to the respondents why do you prefer this company than 27% of the
respondents said that they prefer this company because of its monthly plan, whereas 27% of
the respondents said they prefer because of their customer availability of network. And 10%
of the respondent said they prefer due to additional benefits provided by the company and 8%
of the respondents said that they prefer because of customer services. And 28% of the
respondents said there is any other reason to prefer such company.
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13. Are you satisfied with your telecommunication operator?
Table 4.13: Showing respondents are satisfied with their telecommunication operator.
Frequency Percentage
Strongly Agree 42 30
Agree 48 34
Neutral 26 19
Disagree 20 14
Strongly disagree 04 03
Total 200 100
Graph 4.13: Showing respondents are satisfied with their telecommunication operator.
3%
14%
30% Strongle Agree
Agree
Neutral
19%
Disagree
Strongle disagree
34%
Analysis:
34% of the respondents said they are satisfied with services where as 30% of the respondents said that they
are very satisfied with telecom operator and 19% of the respondents said they are neutral (neither satisfied
nor dissatisfied). And 14% of the respondents are dissatisfied with services whereas 3% of the respondents
are very dissatisfied with telecom services.
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14. Would you refer your current telecommunication operator to others?
Table 4.14: Showing the responses of customers whether they refer their current
telecommunication to others.
Frequency Percentage
Yes 80 53
No 40 26
May Be 30 20
Total 200 100
Graph 4.14: Showing the responses of customers whether they refer their current
telecommunication to others.
Responses
20%
Yes
No
53% May Be
27%
Analysis:
53% of the respondents said yes when it was asked that would you refer your telecommunication operator
to others whereas 27% of the respondents said No, that they will not refer their telecom operators. And
20% of the respondents said they may suggest their telecom operators to other.
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15. If yes,Why would you prefer?
Table 4.15: Showing the responses for what reason customer will prefer to others.
Frequency Percentage
Because you are an 15 15
employee in
telecommunication
comapny
its network coverage 33 22
Its call quality and clarity 46 31
Its internet speed and 56 56
connectivity
Total 150 100
Graph 4.15: Showing the responses for what reason customer will prefer to others.
Reason
10%
Because you are an employee in
telecommunication comapny
37%
22% Its network coverage
31%
Analysis:
37% of the respondents said they refer their preferred company to others because of its internet
speed and connectivity whereas 31% of the respondents said due to its call quality and clarity
they refer their current telecom operators. And 22% of the respondents said due to its network
coverage they refer and 10% of the respondents said that they are an employee in such
telecommunication company that’s why they refer.
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DATA ANALYSIS OF QUANTITATIVE ANALYSIS
By conducting the research and after the analysis of the data received from the individual, shows
that majority of people are aware about the selected telecom operators among them Data shows
that Bharti Airtel & Reliance Jio Captures a large market Base.
Today most of the customers are aware about the Product, Plans & Services provided by the
Telecom Operator among which most of the user are completely known.
In Corporate most of the companies prefer to use the Bharti Airtel for their employee as service
provider, this trust is because of the network availability & the monthly plans.
This data also shows that customers from B2B market have more trust on Reliance JIO after
Bharti Airtel but after the primary ground observation what I realize is that the customers who are
using JIO products more are from B2C segment.
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SUGGESTION
When it was asked by respondents what additional services would you like to add that your
telecommunication operator should provide?
So their suggestions are kind of-
1. Service Quality: Telecom operator should enhance their service quality in some places.
2. Customer Service: Participants highlight the significance of prompt and courteous customer
service representatives who are knowledgeable and able to resolve issues effectively. They
appreciate timely response to queries, efficient complaint handling, and personalized attention.
3. Service Options and Features: Participants express varying preferences for service options and
features. Some value customizable plans that cater to their specific needs and usage patterns, while
others appreciate a wide range of value-added services such as data packs, content offerings, and
promotional offers.
4. Billing and Pricing: Participants also suggest decreasing the monthly plan so it will be affordable
by startups also.
5. Continuous Innovation: Foster a culture of continuous innovation by staying updated with the
latest technological advancements in the telecom industry. Introduce new features and services
that align with customer preferences and enhance their overall experience.
6. Encourage Customer Feedback: Establish channels for customers to provide feedback and
suggestions easily. Actively encourage customers to share their experiences and ideas for
improvement. Regularly analyze and act upon customer feedback to address any pain.
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CHAPTER: 5
CONCLUSION
39
CONCLUSION
In conclusion, this study examined preference of customer towards telecom operators in
corporate sector. Through the analysis of customer feedback and data, several key findings
have emerged.
Firstly, the study identified the factors that most of the respondents are aware about
corporate plans offered by telecom operators.
Furthermore, the study revealed a strong positive relationship between telecom operator and
loyalty. Satisfied customers are more likely to remain loyal to their existing telecom operator,
continue using their services, and even recommend them to others.
The findings also highlighted the significance of service options offered by preferred telecom
operator. Customers appreciated the wide range of plans and packages, affordability, reliable
network coverage, advanced features, and user-friendly interfaces.
While this study provides valuable insights into customer preference towards telecom
operators, it is important to acknowledge certain limitations. The sample used in the study
may not represent the entire customer population, and self-reported data may be subject to
biases. Additionally, the study focused on the 1st preference of customer towards telecom
operators where the comparison may be not done properly.
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CHAPTER: 6
REFERENCES
41
REFERENCES
WEBSITE REFERENCES
https://www.airtel.in
https://www.airtel.in/business
www.csi-net.org
www.customerthink.com
www.qualtrics.com/xm-institute
www.cxpa.org
www.gallup.com
www.temkingroup.com
www.foresee.com
www.zendesk.com/blog
www.hubspot.com/blog
Kim M, Park M, Jeong D. The Effects of Customer Satisfaction and Switching Barrier on Customer
Loyalty in Korean Mobile Telecommunication Services. Telecommunications Policy 2004; 28(2):
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Jegan, Sudalaiyandi. Consumer Behaviour towards Mobile Phone Services in Kovilpatti, Thoothukudi
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D. Turka, G. Singh, ―BSNL and Airtel‟s position after the launch of Reliance Jio", International
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Reliance Jio gains, Airtel and Vodafone-Idea lose users: Report by ET Telecom
Zohaib Ahmad and Junaid Ahmad (2014) in their study titled ―Consumer Purchase Behavior in
Cellular Service Sector‖
Myilswamy, Ratheesh Kumar (2013) find that the postpaid and prepaid customer prefer to use Airtel
mobile service
Chintan Shah (2012) in his study entitled ―Consumer Preferences for Mobile Service Provider‖
Jegan and Sudalaiyandi (2012) in their study on the consumer preference and their satisfaction towards
the mobile phone service providers
Raj Kumar Paulrajan and Harish Rajkumar (2011) in their study examine the perception choice in
selecting the cellular mobile telecommunication service providers
Kim et.al (2004) states that call quality, value- added services and customer support are the important
factor to be considered by the customers while choosing a service operator.
Howard and Sheth (loudon and Dellabitta, 2002) analyzed the buyer‟s decision making by Howard and
Sheth model taking six factor (Psychological influencer – Input – Inhabiting factors – Social and Culture
influence – Processing determinants - Outputs), which play a vital role in consumer decision making.
A study conducted by Kim et.al. (2004) for Korean mobile communication services, revealed that the
customer satisfaction towards MSP is strongly supported by call quality, value-added services and
customer support. It shows that these factors re very important while choosing a service operator.
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Sandhir (2004) conducted a research in Ludhiana and identified that customers make their choice of an
MSP by considering five factors: Connectivity, Coverage, Tariff, VAS and Customer Care. It shows that
industry cannot neglect these factors.
Neeraj and Girish (2007) have deducted those factors that consumers perceive to be identified four factors
– Customer Care Services, Call rates, Promotion and availabilities, which are the most important factors
considered by customers before utilizing the services of an MSP.
In order to know about customer‟s choice of MSP, Mohammed (2009) revealed that in Makkah, Saudi
Arabia, financial factor is the most important in the selection of an MSP. Moreover, he added that there is
no strong tendency among the customers to subscribe to the same service provider among family
members and friends.
Karjalnoto et al. (2010) identified that customers‟ choice in the context of mobile phone in Finland have
been influenced by seven factors, namely – Innovative services, Multimedia, Design, Brand, and Basic
properties, Outside influence, Price and Reliability. All these studies mainly explore the various factors
that the customers consider before making their choice.
44
ANNEXURE
45
QUESTIONNAIRES
1. Name
2. Age
20-25
35-45
45-55
Above 55
3. Gender
Male
Female
4. Occupation
Employee
Entrepreneur
Self-employed
Others
6. Do you agree with the statement that I know about the corporate plans of telecommunication
companies?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
7. Should the Employer provide SIM to their Employee for official use?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
46
8. Which telecommunication operator’s sim is provided by your company?
Bharti Airtel
Reliance Jio
Vodafone or Idea
Others
11. Which Product your organization is using from your preferred telecom operator?
Broadband
Lease Line
Router
Dongle
Others
47
15. If Yes, Why would you prefer?
Because you are an employee in telecommunication company.
It’s network coverage.
It’s call quality & clarity.
It’s internet speed &connectivity.
48
Amity University Chhattisgarh Annexure-I: Daily Diary
-Template
Name of the Candidate: Khushi Bhanushali
Name of the Institute /School: ABS
Name of the Industry with Address: Bharti Airtel, Telibandha Raipur
Details of the Industrial Mentor
Name: Aashish Dulani
Email Address: Aashish.dulani@airtel.com
Mobile Number: 9665790687
49
Week-II Training session
3 Week-III Training session
Week-III Training session
Week-III Training session
Week-III Training session
50
4 Week-IV Training session
Week-IV Training session
Week-IV Training session
Week-IV Training session
5 Week-V Training session
Week-V Training session
Week-V Training session
Week-V 08/04 Training session
6 Week-VI 10/04 Field visits
Week-VI Field visit
Week-VI Field visit
Week-VI Field visit
7 Week-VII 17/04 Field visits
Week-VII Field visits
Week-VII Field visits
Week-VII Field visits
8 Week-VIII 24/04 Field visits
Week-VIII Field visits
Week-VIII Field visits
Week-VIII Field visits
52
Week-XI Field visits
Week-XI Field visits
Week-XI Field visits
Week-XI Field visits
12 Week-XII 22/05 Field visits
Week-XII Field visits
Week-XII Field visits
Week-XII Field visits
Week-XII Field visits
13 Week-XIII 29/05 Field visits
Week-XIII Field visits
Week-XIII Field visits
Week-XIII Field visits
Week-XIII Field visits
14 Week-XIV 05/06 Field visits
Week-XIV Field visits
Week-XIV Field visits
Week-XIV Field visits
Signature Signature
Industrial Mentor Institutional Mentor
54
ALL RIGHTS RESERVED
55