PROJECT REPORT

ON

“A Comparative Study on Reliance Jio & Airtel ”

SUBMITTED TO:

SHRI GURU RAM RAI UNIVERSITY

In The Partial Fulfillment Of The Requirement Of The Award Of The

Degree Of

B.com Hons. Submitted By:

GURVINDER SINGH

(Enrollment No. :R170426035)

Under The Guidance Of

Dr. SUMAN VIJ

Assistant Professor

(Batch : 2017-2021)

COLLEGE OF MANAGEMENT AND COMMERCE

SGRR UNIVERSITY
 CERTIFICATE

Certified that this project report titled “A Comparative Study on

Reliance Jio & Airtel” is the bonafide work of Mr. Gurvinder Singh
student of BACHELOR OF COMMERCE(HONOURS) 5th semester who
carried out the research under my supervision. Certified further, that to the best
of my knowledge the work reported here is original and not copied from any
other university.

Date- Dr.MINI SHRIVASTAVA

Place- Assistant Professor.
 DECLARATION

I GURVINDER SINGH, student of “SHRI GURU RAM RAI

UNIVERSITY”, here by declare that the report entitled “A Comparative
Study on Reliance Jio & Airtel” is the result of my own efforts and is based
on the information collected and the guidance given by the concerned
authorities.
Further more the information presented in this report is correct to the best of
my knowledge and belief.

PLACE: Dehradun GURVINDER SINGH

ACKNOWLEDGEMENT
I would like to express my profound gratitude to all those who have been instrumental in the
preparation of my project report. To start with i would like to thank “SHRI GURU RAM
RAI UNIVERSITY” for providing me the chance to undertake this dissertation study,
allowing me to explore the area of Trade Distribution and Marketing which was entirely new
to me and which will surely prove to be very beneficial to me in my future assignments, my
studies and my career ahead.
I wish to place on record, my deep sense of gratitude and sincere appreciation to my College
Guide Dr. Suman Vij ,HOD -SGRR University ,who played a pivotal role in the
preparation of my project, I would also like to thank her for her continuous support, advice
and encouragement, without which this report could never have been in its present form.

CONTENTS
 Chapter 1
Introduction
Scope of study
Use and importance of study

Chapter 2
Company profile
Literature Review
Objectives
LITERATURE REVIEW

Chapter 3
Research methodology
Analysis of data
Finding

Chapter 4
SWOT analysis of Reliance Jio & Airtel
Limitation

Chapter 5
Conclusion
Recommendation

ANNEXURE
Questionnaire
Bibliography

PREFACE
In today’s customer centered market consumers have more choice because of their
different habit’s attitudes, opinions, perception, personality etc. and therefore, they
have really become choosy. Their buying behavior constantly undergoes
modification, consumers are the king or god in the market, and soit is important to
know the buying decision of consumers and why they buy one particular product
when other is equally attractive.
This research report has been prepared to satisfy dual purpose. The market survey
done will at us know the consumer habits, buying criteria, Inspiration rate, time
period, frequency rate, place, effect of an advertising and sales promotion and
secondary data will give us an inside into Newspaper and trends of last few year.

Finally, this research report was really good learning process for me and it gave me
an opportunity to compare the theoretical knowledge gain with the practical aspects
and difficulties that come across in real life.
This project is fulfillment of course curriculum of MBA Program set by utu, as each
student has to undergo for research report Project. This project is presented in
systematic manner. It contains the information related to company’s profile and sales
promotion of Reliance Jio & Airtel than research methodology, analytical part,
findings suggestion, recommendation and conclusion is given at the end. The
bibliography and appendix also given for know more about the sample and other
information related to telecom markets. I hope that these will serve the purpose.

Gurvinder Singh

Signature:

Date:
 EXECUTIVE SUMMARY
India is currently the world’s second-largest telecommunications market and has
registered strong growth in the past decade and half. The Indian mobile economy is
growing rapidly and will contribute substantially to India’s Gross Domestic Product
(GDP), according to report prepared by GSM Association (GSMA) in collaboration with
the Boston Consulting Group (BCG). The liberal and reformist policies of the
Government of India have been instrumental along with strong consumer demand in the
rapid growth in the Indian telecom sector. The government has enabled easy market
access to telecom equipment and a fair and proactive regulatory framework that has
ensured availability of telecom services to consumer at affordable prices. The
deregulation of Foreign Direct Investment (FDI) norms has made the sector one of the
fastest growing and a top five employment opportunity generator in the country

The Indian telecom sector is expected to generate four million direct and indirect jobs
over the next five years according to estimates by Randstad India. The employment
opportunities are expected to be created due to combination of government’s efforts to
increase penetration in rural areas and the rapid increase in smartphone sales and rising
internet usage.

International Data Corporation (IDC) predicts India to overtake US as the second-largest

smartphone market globally by 2017 and to maintain high growth rate over the next few
years as people switch to smartphones and gradually upgrade to 4G.

Market Size

Driven by strong adoption of data consumption on handheld devices, the total mobile
services market revenue in India is expected to touch US$ 37 billion in 2017,
registering a Compound Annual Growth Rate (CAGR) of 5.2 per cent between 2014
and 2017, according to research firm IDC.

According to a report by leading research firm Market Research Store, the Indian
telecommunication services market will likely grow by 10.3 per cent year-on-year to
reach US$ 103.9 billion by 2020.
 According to the Ericsson Mobility Report India, smartphone subscriptions in India is
expected to increase four-fold to 810 million users by 2021, while the total
smartphone traffic is expected to grow seventeen-fold to 4.2 Exabyte’s (EB) per
month by 2021.
According to a study by GSMA, smartphones are expected to account for two out of
every three mobile connections globally by 2020 making India the fourth largest
smartphone market. India is expected to lead in the growth of smartphone adoption
globally with an estimated net addition of 350 million by year 2020.## Total number of
smartphone shipments in India stood at 25.8 million units in the quarter ending December
2016, and smartphone shipments during 2016 stood at 109.1 million units, up by 5.2 per
cent year-on-year. Broadband services user-base in India is expected to grow to 250
million connections by 2017.

Investment

With daily increasing subscriber base, there have been a lot of investments and
developments in the sector. The industry has attracted FDI worth US$ 23.92 billion
during the period April 2000 to December 2016, according to the data released by
Department of Industrial Policy and Promotion (DIPP). Some of the major developments
in the recent past are:

o Bharti Airtel will buy Telenor's India operations in seven circles to receive 43.5
megahertz (MHz) spectrum in the 1800 MHz band.

o Apple plans to produce iPhone SE at an upcoming facility in Bengaluru, owned by its

partner Wistron.

o Ortel Communications, Odisha’s largest multi-system operator, plans to invest around Rs

300 crore (US$ 45 million) over the next two years, for upgrading its infrastructure, along
with strengthening its reach, efficiency and competitiveness in the market.

o Reliance Communications Limited (R Com) has signed a binding agreement with

Brookfield Infrastructure Partners to sell a 51 per cent stake in Reliance Infratel, R Com’s
tower unit, for Rs 11,000 crore (US$ 1.65 billion).

o Private equity giant KKR & Co LP and pension giant Canada Pension Plan Investment
Board (CPPIB) are in talks to acquire a significant stake in Bharti Infratel, which is
expected at around US$ 4 billion.

Vodacom SA, a subsidiary of Vodafone Plc, has entered into an agreement with Tata
Communications Ltd to buy the fixed-line assets of TataComm's South African telecom
subsidiary Neotel Pty Ltd.
Reliance Communications Ltd, India’s fourth largest mobile services provider, has agreed
to acquire Sistema Shyam Tele Services Ltd (SSTL), the local unit of Russian company
Sistema JSFC, in a deal valued at Rs 4,500 crore (US$ 675 million), which includes
payments to the government for spectrum allotted to Sistema, Swedish telecom
equipment maker Ericsson has announced the introduction of a new radio system in the
Indian market, which will provide the necessary infrastructure required by mobile
companies in order to provide Fifth-Generation (5G) services in future.

Government Initiatives

The government has fast-tracked reforms in the telecom sector and continues
to be proactive in providing room for growth for telecom companies. Some of
the other major initiatives taken by the government are as follows:

The Government of India has allocated Rs 10,000 crore (US$ 1.5 billion) for
rolling out optical fiber-based broadband network across 150,000 cumulative
gram panchayats (GP) and Rs 3,000 crore (US$ 450 million) for laying optical
fiber cable (OFC) and procuring equipment for the Network For Spectrum
(NFS) project in 2017-18.

The Ministry of Communications & Information Technology has launched

Twitter Sewa, an online communications platform for registration and
resolution of user complaints in the telecommunications and postal sectors.

The TRAI has released a consultation paper which aims to offer consumers
free Internet services within the net neutrality framework and has proposed
three models for free data delivery to customers without violating the
regulations.

The Government of India has liberalised the payment terms for spectrum
auctions by allowing two options of payments to telecom companies for
 acquiring the right to use spectrum, which include upfront payment and
payment in instalments.

The Department of Telecommunications (DoT) has amended the Unified

Licence for telecom operations which will allow sharing of active telecom
infrastructure like antenna, feeder cable and transmission systems between
operators, thereby lowering the costs of operations and leading to faster rollout
of networks.

The TRAI has recommended a Public-Private Partnership (PPP) model for

Bharat Net, the central government’s ambitious project to set up a broadband
network in rural India, and has also envisaged central and state governments to
become the main clients in this project.

The Ministry of Skill Development and Entrepreneurship (MSDE) signed

a Memorandum of Understanding (MOU) with DoT to develop and
implement National Action Plan for Skill Development in Telecom Sector,
with an objective of fulfilling skilled manpower requirement and providing
employment and entrepreneurship opportunities in the sector.

The TRAI has directed the telecom companies or mobile operators to

compensate the consumers in the event of dropped calls with a view to reduce
the increasing number of dropped calls.

Road Ahead

India will emerge as a leading player in the virtual world by having 700 million
internet users of the 4.7 billion global users by 2025, as per a Microsoft report. With
the government’s favourable regulation policies and 4G services hitting the market,
the Indian telecommunication sector is expected to witness fast growth in the next few
years. The Government of India also plans to auction the 5G spectrum in bands like
3,300 MHz and 3,400 MHz to promote initiatives like Internet of Things (IOT),
machine-to-machine communications, instant high definition video transfer as well as
its Smart Cities initiative.
CHAPTER-1
 INTRODUCTION

This research is conducted on the basis of growing competition in mobile Sector.

The biggest competitor of mobile sector in Dehradun are “Reliance Jio &Airtel”.
This Research is conducted to analyze who is better and why?

The telecommunication is the biggest factor in influencing the speed of life in the modern
age. Today we can get connection with any corner of world through the push button of
computer, with the small mobile phone we can sent not only the massages but also a
secret document. As we know that there is a positive view behind any mention that it
should be helpful in the development of society. But humans have diverted mentality
some of them of positive view and some of them of negative view. Where use any
invention for the welfare of society but some uses for the satisfaction their disturbed
mentality and to earn more and more money whether it may be harmful for the society.
They infringe the norms of society and their behavior is condemned as antisocial,
immoral and sinful.

CELLULAR MOBILE SERVICES

Cellular is one of the fastest growing and most demanding telecommunication

applications. Today, represents a continuously increasing percentage of all new
telephone subscriptions around the world. Currently there are more than 45 million
subscribers in worldwide and nearly 50 % of those subscribers are located in USA. It is
forecasted that cellular systems using a digital technology will become the universal method
of telecommunications. By the year 2005,
forecasters predict that there will be more than 100 million cellular subscribers
worldwide.
 GSM

(Global System for Mobile Communication )

The GSM Association is a unique organization, with a truly global reach, offering a
full range of business and technical services to its members. Now as the wireless
family unfolds the association is deriving forward its vision of seamless, limitless,
world of wireless communication.

Throughout the evolution of cellular telecommunications, various systems have been

developed without the benefit of standardized specifications. This presented many
problems directly related to compatibility, especially with the development of digital
radio technology. The GSM standard is intended to address these problems.

Global system for mobile communication (GSM) is a globally accepted standard for
digital cellular communication. GSM is the name of a standardization group
established in 1982 to create a common European mobile telephone standard that
would formulate the specifications for a pan-European mobile cellular radio system
operating at 900 MHz. It is estimated that many country outside of Europe will join
the GSM partnership.
 SCOPE OF STUDY

 It would help us to know about which one is better (Jio or Airtel)According to the
customer.

 Which company gives better service to their customers?

 It would help us to know about how many customers are loyal to their brands

 It would help us to know about the reasons regarding non preference

 Which plans are more sutable for the peoples.

 USE & IMPORTANCE OF THE STUDY

 To study the psychology of customers in respect of their need:

Coverage area network Variety of plans Good signals new services
provided by them.

 Differentiation between Jio/Airtel in respect of consumer’s

Perception, which is better and why?

 To find which service provider give best plans to its users.

CHAPTER-2
 COMPANIES PROFILE

Reliance Jio
Reliance Jio Infocomm Limited, doing business as Jio, is a LTE mobile network operator in
India. It is a whollyowned subsidiary of Reliance Industries headquartered in Navi
Mumbai, Maharashtra 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,[4][5] and later services were commercially launched on 5 September 2016.

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for ₹4,800cr. Although unlisted, IBSL was the only firm to win
broadband spectrum in all 22 zones in India in the 4G auction that took place earlier that
year.[6] Later continuing as RIL's telecom subsidiary, Infotel Broadband Services
Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.

In June 2018, Jio announced that it will start its operations all over the country by the end
of 2018.[8] However, four months later in October 2018, the company's spokesmen sent
out a press release stating that the launch was postponed to the first quarter of the
financial year 2018-2019.

Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public
Interest Litigation, through Prashant Bhushan, challenged the grant of pan-India licence
to Jio by the Government of India. The PIL also alleged that Jio was allowed to provide
voice telephony along with its 4G data service, by paying an additional fees of just
₹200.8. crore which was arbitrary and unreasonable, and contributed to a loss of ₹4,350
CRORE to the exchequer.
 Type Subsidiary of RIL

Industry Wireless Telecommunications

Founded Infotel Broadband Services Ltd. -

Reliance Jio Infocomm Limited (2019-
20)

Headquarters: Navi Mumbai, Maharashtra, India

Key people: Sanjay Mashruwala (Managing

Director)
Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of Strategy)

Products: Mobile telephony, Wireless broadband

Owner: Mukesh Ambani

Parent: Reliance Industries

Customers: 1.1 Billion

Subsidiaries: LYF

Website: www.jio.com

Network

Radio frequency summary

Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles,
respectively, of the total 22 circles in the country, and also owns pan-India licensed
2,300 MHz spectrum. The spectrum is valid till 2035.

Partnerships
 Ahead of its digital services launch, Mukesh Ambani -led Reliance Jio entered into a
spectrum sharing deal with younger brother Anil Ambani-backed Reliance
Communications. The sharing deal is for 800 MHz band across seven circles other
than the 10 circles for which Jio already owns. In September 2016, Jio signed a pact
with BSNL for intra-circle roaming which would enable users of the operators to use
each other's 4G and 2G spectrum in national roaming mode.

Marketing & Branding

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's
brand ambassador.

Products & Services

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first quarter
of 2016 financial year. It was slated to release in December 2015 after some reports said
that the company was waiting to receive final permits from the government. Mukesh
Ambani, owner of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom
 subsidiary, had unveiled details of Jio's fourth-generation (4G) services on 12 June 2015
at RIL's 41st annual general meeting. It will offer data and voice services with peripheral
services like instant messaging, live TV, movies on demand, news, streaming music, and
a digital payments platform.

Pan-India Spectrum

Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles,
respectively, of the total 22 circles in the country, and also owns pan-India licensed
2,300 MHz spectrum. The spectrum is valid till 2035.Ahead of its digital services
launch, Mukesh Ambani-led Reliance Jio entered into a spectrum sharing deal with
younger brother Anil Ambani-backed Reliance Communications. The sharing deal is
for 800 MHz band across seven circles other than the 10 circles for which Jio already
owns. Reliance Jio’s vision for India is that broadband and digital services will no
longer be a luxury item ,Rather convert it into a basic necessity that can be consumed
in abundance by consumers and small businesses .The initiatives are truly aligned
with the Government of India's ‘Digital India’ vision for our nation.

LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intex to supply 4G
handsets enabled with voice over LTE (VoLTE) feature. Through this, it plans to
offer 4G voice calling besides rolling out high-speed Internet services using a fiber
network, in addition to the 4G wireless network. [ However, in October 2015, Jio
announced that it would be launching its own mobile handset brand named

LYF.
On 25 January 2016, the companylaunched its LYF smartphone series starting with
Water 1, through its chain of electronic retail outlets, Reliance Retail. Three more
handset models have been released so far, namely Water series, Earth series, and
Flame series.
 FLAME 6

Technical Specifications

 LYF FLAME 6
MODEL
 Qualcomm® Snapdragon 210 MSM8905
 CHIPSET
 GENERAL  Operating System: Android Lollipop 5.1
 FEATURES  SIM Slot: Dual SIM (4G+2G)*
 Processor (CPU): Quad-Core 1.5GHz ,Screen
Size: 4 Inch

 Chipset: Quad-Core 1.5GHz

 PERFORMA
 Graphics (GPU): Mali 400 MP2@500MHz
NCE
 RAM: 512 MB. Screen Resolution: WVGA,

 BATTERY  Capacity: 1700 mAh, Lithium Ion Battery

 Talk time: Up to 4.5 hours (4G)

STORAGE
o

 CAMERA
Rear
Camera :
5MP Auto
Focus
Front Camera : 2MP
Fixed Focus, Flash
FLAME 1

Technical Specifications

MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G),
Processor: Quad-Core 1.1 GHz
Screen Size: 4.5 Inch.

PERFORMANCE Graphics (GPU): Adenoid 304 @ 409MHz

RAM: 1GB, Screen Resolution:
FWVGA 480 x 854 pixel

BATTERY Capacity: 2000 mAh, Lithium-ion

Talk time: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus

Front Camera : 5MP Fixed Focus,
Flash : Rear LED Flash
Jionet WiFi

Prior to its pan-India launch of 4G data and telephony services, Jio has
started providing free Wi-Fi hotspot services in cities throughout India
including Ahmedabad and Surat in Gujarat, Indore, Jabalpur, Dewas and
Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra,
Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in
Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and at
MG Road in Vijayawada among others. Title=Reliance Jio rolls out Wi-Fi
service at IP sigra Mall in Varanasi among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six
cricket stadiums hosting the 2016 ICC World Twenty20 matches. Jionet was
made available in Wankhede Stadium (Mumbai), Punjab Cricket
Association IS Bindra Stadium (Mohali), Himachal Pradesh Cricket
Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru),
Feroz Shah Kotla (Delhi), and Eden Gardens (Kolkata) in India.
Jio apps
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its
upcoming 4G services. While the apps are available to download for everyone, a user will
require a Jio SIM card to use them. Additionally, most of the apps are in beta phase.
Following is a list of the apps:

 MyJio - Manage Jio Account and Digital Services associated with it

 JioPlay - A live TV channel service

 JioOnDemand - An online HD video library

 JioChat Messenger - An instant messaging app

 JioBeats - A music player

 JioJoin - A VoLTE phone simulator

 JioMags - E-reader for magazines

 JioXpressNews - A news and magazine aggregator

 JioSecurity - Security app

 JioDrive - Cloud-based backup too

 JioMoney Wallet - An online payments/wallet app.

JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

3 Months Free Unlimited 4G Internet (Connected with 31 Devices) 3

Months Free Unlimited Calling (At any network) 3 Months Free Unlimited SMS
Life time Roaming Free (All India) Registration in E-mail is compulsory

Available in Reliance store and Digital mini express store.

 JIO PREVIEW OFFER (JPO)

3 Months free unlimited 4G Internet in LYF smartphones and others all 4G

smartphones (Samsung, Micromax, Karbon, Lava, HTC, and Gioni etc.)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All over India) 2 Years

Warranty (LYF handsets only)

Benefits of JIO 4G plans

 Unlimited Data, Calls and SMS free till 31st December 2016.

 Data cost at cheaper rates (Rs 10/GB).

 No roaming charges, across India, any network.

 Unlimited Free calls on any network in India.

 No Roaming charges any network, all India.

Students to get 25 percent extra data on the tariffs if they show a valid ID when signing
up for Jio
Airtel
Airtel India is the largest provider of mobile telephony and second largest
provider of fixed telephony in India, and is also a provider of broadband and subscription
television services. The brand is operated by several subsidiaries of Bharti Airtel, with Bharti
Hexacom and Bharti Telemedia providing broadband fixed line services and Bharti Infratel
providing telecom passive infrastructure service such as telecom equipment and telecom
towers. Bharti Airtel Limited is part of Bharti Enterprises and is headed by Sunil Bharti
Mittal.

Airtel is the first Indian telecom serviceprovider to achieve Cisco Gold Certification. It also acts
as a carrier for national and international long distance communication services.
Thecompany has a submarine cable landing station at Chennai, with a connection to Singapore.
As of September 2016, Airtel has 255.73 million subscribers with a market share of 24.7% in the
Indian telephony market. Airtel was named
India's second most valuable brand in the first ever Brandz ranking
by Millward Brown and WPP plc.

On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum auction in India
ended. Airtel paid ₹33.1436 billion (US$ 490 million) for spectrum in 4 circles: Maharashtra
and Goa, Karnataka, Punjab and Kolkata. The company was allocated 20 MHz of BWA
spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built andoperated by ZTE
in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens Networks in Maharashtra
and Goa. On 10 April 2012, Airtel launched 4G services through dongles and modems using
TD-LTE technology in Kolkata, becoming the first company in India to offer 4G services.
The Kolkata launch was followed by launches in Bangalore (7 May 2012), Pune (18 October
2012), and Chandigarh, Mohali and Panchkula (25 March 2013). Airtel obtained 4G licences
and spectrum in the telecom circles of Delhi, Haryana , Kerala and Mumbai after acquiring
Wireless Business Services Private Limited, a joint venture founded by Qualcomm, which
had won BWA spectrum in those circles in the 4G spectrum auction.

Airtel launched 4G services on mobile from February 2014. The first city to get the service
was Bangalore. Airtel has started their 4G services in Karnal and Yamunanagar in Haryana
on 16 June 2015. Airtel 4G trials have been started in Delhi from 18 June 2015. Airtel had 1,
20,000 4G subscribers as of May 2014.
 COMPANY PROFILE

Type: Public

Industry: Telecommunications

Founded: 7 July 1995

Founder: Sunil Bharti Mittal

Headquarters: Bharti Crescent, 1, Nelson Mandela Road,

New Delhi, India.

Area served: India

Key people: Sunil Bharti Mittal
(Chairman and MD)

Products: Fixed line and mobile telephony, broadband

and fixed-line internet services,
digital television and IPTV

Customers: 256.80 million

Website: www.airtel.in
Network

Radio frequency summary

Airtel India owns spectrum in 900 MHz, 1800 MHz, 2100 MHz and 2300 MHz
bands across the country.

Partnerships
We partner with world's finest companies like Vodafone, Singtel (Singapore
Telecom), Ericsson, Nokia, IBM and many more to bring the best of products &
service to you.

Products & Services

Telecom Services
Bharti Airtel offers GSM mobile services in all the 22-telecom circles of India and is
the largest mobile service provider in the country, based on the number of
customers

Telemedia Sevice
The group offers high-speed broadband with the best in class network. With fixed
line services in 87 cities, we help you stay in touch with your friends & family and
keep you updated round the clock.

Airtel Business

Airtel business provides a broad portfolio of services to large Enterprise,

Government, Small & Medium businesses and carrier customers. It is India's leading
and most trusted provider of communication and ICT services, offering services that
include voice, data, network integration, data center & managed services, enterprise
mobile applications and digital media

Expert solutions that optimize cost

Businesses are constantly working on optimising cost by reducing technology spend,

managing service levels andde monstrating the business value of information and
communication technology. Airtel solutions have skillfully optimized costs by
streamlining workflows and business processes across enterprises.

Digital TV services

Discover the magical experience of digital entertainment with Airtel. From DVD
quality picture and sound, the best and widest variety of channels and programmers
to the best on-demand content on Airtel Live, your TV viewing experience change
forever with digital TV from Airtel.
Getting mobility strategy right

Catering to the operational needs of your organization, Airtel’s Enterprise Mobility

Solutions make you the task master of your business with an inclusive service that
provides apps, voice plans & devices and gives your employees the freedom to work
from anywhere.

Building a business without boundaries

Airtel Collaboration Solutions brings you an exciting world of conferencing that enables
speedy decision taking – saving colossal amounts of effort and makes ample room for
growth opportunities by promoting teamwork between employees, partners and
customers

Making business seamless

Increase your revenue, decrease all operating expenses and enhance your business
dexterity with airtel Cloud and Managed Solutions. Its seamless integration helps
transform your business processes and unlocks the true potential of your organization and
employees, allowing you to tap into new revenue sources.

Connectivity to grow your business!

Whether you are looking to expand your existing business or start a new one, we offer
you a complete suite of office connectivity solutions. From fixed line to office internet to
mobile data on dongles and Wi-Fi dongles, we have got it all covered. Airtel's recently
launched MyPlan for business has further empowered enterprises with absolute mobile
plan flexibility.
Simply fill the form on the right and know how you can improve connectivity in your
office.

Enabling rich media experiences

Enterprises across verticals now need to manage and deliver compelling media
experiences in more places - faster, cheaper, and with less complexity.
solutions and increased coverage.
Media centre
Bharti Airtel completes secondary sale of 10.3% stake in Bharti Infratel to a
consortium of KKR & Canada Pension Plan Investment Board (CPPIB)

Marketing & Branding

Chettri has effortlessly taken on the 'Airtel Girl' tag, earlier held by Rakul Preet Singh
who appeared in the memorable Airtel night plan campaign last year. A graduate in
advertising from Xavier's Institute of Communications (XIC) Mumbai, Chettri was a
trainee copywriter.

Benefits of AIRTEL plans

For Prepaid users: Free 3GB data with every Rs 345* recharge Under this offer,
customers with any 4G mobile handset who are not on the Airtel network or upgrading
to a new 4G device can enjoy 3GB free data, in addition to the regular pack benefits
with Airtel’s Rs. 345 prepaid recharge. The pack will offer free calls - Local and STD – to
any network in India plus 4GB data (1GB regular pack benefit + 3GB free data).
The first time free3GB data benefit can be availed through My Airtel app and data
benefits onsubsequent recharges will be instant. The pack benefits will be valid for
28days and can be availed for a maximum of 13 recharges till December 31,
2017.
For Postpaid users: Free 3 GB data per month with all MyPlan
Infinity Plans:
Customers with any 4G mobile handset, who are not on the Airtel network or
upgrading to a new 4G device, will now get 3GB free data per month, with all
MyPlan Infinity plans. This is in addition to regular plan benefits which includes
unlimited free voice calling - Local/STD/Roaming, generous bundles of data, free
SMS and free subscription to Wynk Music and Wynk Movies.

For instance, the Rs 549 Infinity plan will now offer unlimited free calling plus 6 GB
data (3GB regular data + 3GB free data) per month along with other pack benefits to
customers under this offer. The Rs 799 Infinity plan will offer unlimited free calling
plus 8 GB data (5 GB regular data + 3GB free data) per month along with other pack
benefits to customers under this offer.

New Tagline of Airtel

Touch Tomorrow and the Good Life
OBJECTIVES

The objective of the study is to know the comparative measurement of customer

perception regarding the services of two major companies that are doing their
business in Dehradun region. These two companies are: -Reliance Jio & Airtel"
Along with this I tried to find out the perceptions of the customer of different
Age Group & different Professions which are using the services of these
companies permanently are given below:

o To know the customer perception, choice and preference regarding

various mobile services.

o Which mobile service is preferred most by the customers?

o Comparative measurement of customer satisfaction level for

various mobile services available in Dehradun.

o To understand the main problems faced by the customer while

using the mobile services.

o To know the features of a mobile service which attracts the

customer most?

o To know the level of Customer Loyalty regarding his service

provider & he is a switcher who switches over time to time due to
various reasons.

o To understand the infrastructure of payment which is most uses by

the customer?
 HYPOTHISIS

There are two types of Hypothesis used in my research

 Null Hypothesis HO.

 Alternative Hypothesis H1

1. HO - There is no level of choice and preference regarding mobile service.

H1 - There is level of choice and preference regarding mobile service.

2. HO – There is no problem regarding using the mobile service.

H1 – There is problem regarding using the mobile service.

3. HO – There is no change in the features of a mobile service according to consumer .

H1 – There is change in the features of a mobile service according to customers

4. HO- There is no level of satisfaction of consumer towards towards companys .

H1- There is level of satisfaction of consumr towards companys.

5. HO-there is no change in the infrastructure of payment of both the companys.

HI-There is a change in the infrastructure of the payment of both the companys.

 LITERATURE
REVIEW

STUDIES RELATED TO GROWTH AND DEVELOPMENTS IN

INDIAN TELECOM SECTOR
Muller (1990) in his a research focuses that the success of the mobilecommerce can be
attributed to the personal nature of wireless devices. Adding to this are its unique features
of voice and data transmission and
distinct features like localization, feasibility and convenience. The sustained growth of
the mobile commerce around the world has been more because of the transfer of
technology according to the needs of local geography.

National Telecom Policy (1999)projected a target 75 million telephonelines by the year

2005 and 175 million telephone lines by 2010 has been set. Indian telecom sector has
already achieved 100 million lines. With over 100 million telephone connections and an
annual turnover of Rs. 61,000 crores, our present teledensity is around 9.1%. The growth
of Indian telecom network has been over 30% consistently during last 5 years.

According to Wellenius and Stern (2001) information is regarded today as a

fundamental factor of production, alongside capital and labor. The information economy
accounted for one-third to one-half of gross domestic product (GDP) and of employment
in Organization for Economic Cooperation and Development (OECD) countries in the
1980s and is expected to reach 60 percent for the European Community in the year 2000.
Information also accounts for a substantial proportion of GDP in the newly industrialized
economies and the modern sectors of developing countries.

Videsh Sanchar Nigam Limited (VSNL) 16th Annual Report (2002)

India like many other countries has adopted a gradual approach to telecom sector reform
through selective privatization and managed competition in different segments of the
telecom sector. India introduced private competition in value-added services in 1992
followed by opening up of cellular and basic services for local area to competition.
Competition was also introduced in National LongDistance (NLD) and International
Long Distance (ILD) at the start of the current decade.

Indian Telecommunication Statistics (2002)in its study showed the longrun trend in
supply and demand of Direct Exchange Lines (DEL). Potential demand for telecom
services is much more than its supply. In eventful decade of sect oral reforms, there has
been significant growth in supply of DEL.
Economic Survey, Government of India (2002-2003)has mentioned twovery important
goals of telecom sector as delivering low-cost telephony to the largest number of
individuals and delivering low cost high speed computer networking to the largest
number of firms. The number of phone lines per 100 persons of the population which is
called teledensity, has improved rapidly from 43.6 in March 2001 to 4.9 in December
2002.

Adam Braff, Passmore and Simpson (2003)focus that telecom serviceproviders even in
United States face a sea of troubles. The outlook for US wireless carriers is challenging.
They can no longer grow by acquiring new customers; in fact, their new customers are
likely to be migrated from other carriers. Indeed, churning will account for as much as
80% of new customers in 2005. At the same time, the carrier‟s Average Revenue per
User (ARPU) is falling because customers have.

A study by Jeanette Carless on and Salvador Arias (2004) wireless substitution is

producing significant traffic migration from wire line to wireless and helping to fuel
fierce price competition, resulting in margin squeezes for both wire line voice tariffs in
organization for Economic Co-operation and Development Countries have fallen by an
average of three percent per year between 1999 and 2003.

T.V. Ramachandran (2005)analysed performance of Indian TelecomIndustry which is

based on volumes rather than margins. The Indian consumer is extremely price sensitive.
Various socio-demographic factors-high GDP growth, rising income levels, booming
knowledge sector and growing urbanization have contributed towards tremendous growth
of this sector. The instrument that will tie these things together and deliver the mobile
revolution to the masses will be 3 Generation (3G) services.

Rajan Bharti Mittal (2005)explains the paradigm shift in the way peoplecommunicate.
There are over 1.5 billion mobile phone users in the world today, more than three times
the number of PCOs. India today has the sixth largest telecom network in the world up
from 14th in 1995, and second largest among the emerging economies. It is also the
world‟s 12th biggest market with a large pie of $ 6.4 billion. The telecom revolution is
propelling the growth of India as an economic powerhouse while bridging the developed
and the developing economics.

Michael Meltzer (2005) explain that in electronic age, the need tomanage customer
relationships for profit is a marketing dilemma that many telecommunication companies
face.
 Arindham Mukherjee (March, 2006)takes out various case studies likeVodafone,
Maxis, Telekopm Malaysia, Tatatele etc. to study the rising interest of foreigners for
investment in Indian telecom industry. Various reasons of stemming growth can be rising
subscriber base, rising teledensity, rising handset requirements, saturated telecom markets
of other countries, stiff competition, requirement of huge capital, high growth curve on
telecom, changing regulatory environment, conducive FDI limits in telecom sector.

OECD (2007)by increasing competition uptake can be mainly realized bythen following
incentives ; (1) bundling of services, such as offering telephone line plus broadband
access to internet ADSL at significantly reduced price, introducing triple play services on
the subscriber line and promoting digital T.V. as a revenue source for the fixed line
operator. These would however depend on the distance of the subscriber line from the
local exchange and the quality of the copper line. Reducing cost for the second line
would also be effective. This would lead to reduce prices for the consumer and reduce
churn. (2) Increasing competition between broadband service providers. (3) Reducing the
monthly rates of increased speed internet access using ADSL. (4) increasing awareness of
the benefits of ADSL to

STUDIES RELATED TO CRM IN SERVICES SECTOR

As Navin (1995) points out, these terms have been used to reflect a variety of themes and
perspectives. Some of these themes offer a narrow functional marketing perspective
while others offer a perspective that is broad and somewhat paradigmatic in approach and
orientation. A narrow perspective of customer relationship management is database
marketing emphasizing the promotional aspects of marketing linked to database efforts.

(Bickert, 1992)Another narrow, yet relevant, viewpoint is to considerCRM only as

customer retention in which a variety of after marketing tactics is used for customer
bonding or staying in touch after the sale is made.

(Vavra 1992).A more popular approach with recent application ofinformation technology
is to focus on individual or one-to-one relationship with customers that integrate
database knowledge with a long-term customer retention and growth strategy

(Peppers and Rogers, 1993) Thus, Shani and Chalasani (1992) definerelationship
marketing as “an integrated effort to identify, maintain, and build up a network with
individual consumers and to continuously strengthen the network for the mutual benefit
of both sides, through interactive, individualized and value-added contacts over a long
period of time”.
CHAPTER-3

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by researcher in studying his research problem along
with the logic behind them. It is necessary for the researcher to know not only the research
methods/techniques but also the methodology. Researchers also need tounderstand the
assumptions underlying various techniques and they need to know the criteria by which they
can decide that certain techniques and procedures will be applicable to certain problems and
others will not.
We use a particular method of research in the context of our research study and explain why
we are using a particular method or technique and why we are not using other so that
research results are capable of being evaluated either by the researcher himself or by others.
The objective of the study is to know the comparative measurement of customer perception
regarding the services of two major companies that are doing their business in Dehradun
region. These two companies are: -Reliance Jio & Airtel" Along with this I tried to find out
the perceptions of the customer of different Age Group & different Professions which are
using the services of these companies permanently are given below:

To know the customer perception, choice and preference regarding various mobile services.

Which mobile service is preferred most by the customers?

Comparative measurement of customer satisfaction level for various mobile services
available in Dehradun.

To understand the main problems faced by the customer while using the mobile services.
To know the features of a mobile service which attracts the customer most?

To know the level of Customer Loyalty regarding his service provider & he is a switcher who
switches over time to time due to various reasons.

To understand the infrastructure of payment which is most uses by the customer?

RESEARCH METHODOLOGY CAN BE SUB-HEADING BY

o Research
 o Research Design

o Sampling Design

o Data Collection

o Tools and Techniques

o Survey area

o Sampling Size

RESEARCH
Research in common parlance refers to a search for knowledge. One can also define
research as a scientific and systematic search for pertinent information on a specific
topic: The meaning of research is "a careful investigation or inquiry specially through
search for new facts in any branch of knowledge" According to Clifford Woody –
research comprises defining and redefining problems formulating hypothesis or
suggested solutions; collecting, organizing and evaluating , data; making deductions and
reaching conclusions; and at last carefully testing the conclusions to determines whether
they fit the formulating hypothesis.

Objectives of Research

The purpose of research is to discover answers to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden
and which has not been discovered as yet. Though researcher study has to its own
specific purpose, we may think of research objectives as falling into a number of
following broad groupings.

1. To gain familiarity with a phenomenon or to achieve new insights into it,

2. To portray accurately the characteristics of a particular individual, situation or a

group.

3. To determine the frequency with which something occurs or with it is associated

with something else.

4. To test a hypothesis of a causal relationship between variables.

RESEARCH DESIGN
 A research design is purely and simply the frame work of plan for a study that
guides.The collection and analysis of the data. Application and specificatio are the main
characteristic in a research design. Marketing research designs can be classified on the
basis of the fundamental objectives of the research Since our research is descriptive type,
so research design is also descriptive.

Research Design in Case of Descriptive Research

These designs are used for some definite purpose. A number of marketing research
studies are based on such designs. It is focused on the accurate description of the
variables present in the problem.

These designs try to find a complete and accurate description of a problem situation by
providing specified methods for selecting the sources of information and the procedure
for collecting data from these sources. The data is collected in such a manner that the
ambiguous nature of cause and effect relationship in the phenomenon is reduced to
maximum extent.

Importance of Descriptive Research

These are able to describe the characteristic of certain groups

Specific predictions are possible

Can study relationship between two or more variables.

Descriptive Designs can be divides in two main categories:

(1) Case method

(2) Statistical Method

SAMPLING DESIGN
 Sampling is the process of obtaining information about an entire population by examining
only a part of it. Sampling is used for a variety of reasons such as:

 Sampling can save time and money

 Sampling may enable more accurate measurements.

 Sampling remains the only way when populations contains infinitely many members

 Sampling only remains the only choice when a test involves the destruction of the item under
study

Sampling Methods are divided

 Probability sampling

 Non-probability Sampling

In my research probability sampling is used. Again in probability sampling simple

random sampling is used. This sampling is stratified system.

SAMPLING:

The basic idea of sampling is that by selecting some of the element in a population in order to get
first hand information of study .A questionnaire was constructed for the survey. A questionnaire
consisting of set of question was presented to children, male female and old people. Type of
sampling technique is used –Pie chart and percentage analysis..Some the question are open
ended and some are closed ended.

SAMPLING TECHNIQUE:
The sampling used for the study comprised of:
• Simple random sampling from the users.

• Direct sampling from the users and collect the data by the questioonare.

SAMPLING SIZE:
A sample size of 100 customer.
AREA AND DURATION OF THE STUDY:
Consumers of Dehradun is chosen as an area of the study.

RESEARCH DESCRIPTION
Research designDescriptive.
Sample Unit Customers
Sample Size 100 Customer.
Sample Area Dehradun
Sample Technique Pie Chart, Percentage Analysis.

Percentage Analysis: Percentage analysis is used for making comparison between two or more
series of data.

DATA ANALYSIS

Analysis of data is a process of inspecting , cleaning and transforming the complex data with the
goal of highlighting useful information , suggesting conclusion and supporting decision making.
Data analysis has multiple facets and approaches ,encompassing diverse techniques under variety
of names , in different business, science and social science domain. The analysis is being done
with MS EXCEL through various types of graphs like bar graph, pie chart. Karl Pearson’s
method is used to test the hypothesis in my study.
 DATA COLLECTION METHOD

Data collection methods are generally two types:

 Primary Data

 Secondary Data

Primary Data

The primary data are those which are collected a fresh and for the first time and thus happens
to be original in character. The primary data is collected in the process of questionnaire and
interview of the outlets.

Secondary Data

The secondary data are those which have already been collected by someone else and which
have been already been passed through the statistical process. In my research the secondary
data collected from the company sales, production and other records. The other data was
collected from research report.

TOOLS AND TECHNIQUES

The data was collected through questionnaire method and personal interview. Again the
research is descriptive type. The analysis is done through the tabular and graphical
representation.

SURVEY AREA

The research is done in the different areas of Dehradun. Mainly in Shimla By Pass and
Patal Nagar region
 JIO VS AIRTEL

Jio vs. Airtel who is the best

Jio Networking

Rapidly Falling ARPU (Average revenue per user)

The competitive intensity in the telecom industry in India is one of the highest in the world
and has lead to sustained fall in realisation for the service providers. Intense competitive
pressure and cut throat pricing has resulted in declining ARPUs. With increasing number of
new entrants in the telecom space the competitive intensity is likely to continue, putting
further downward pressures on the telecom tariffs. Thus, the telecom companies might have
to grapple with further decline in ARPUs, going forward.

Further, with the telecom companies moving their focus to the rural areas for driving the
future subscriber growth they might not witness a commensurate increase in revenues. In
fact, the risk of steep decline in ARPUs will increase going forward as the telecom
companies penetrate rural markets that are characterized by higher concentration of low-
income, low-usage customers. A higher-than-expected decline in ARPU poses a risk of
reduction in margins of service providers. Alternatively, telecom operators are turning their
focus to steadily increasing the minutes of usage (MoU) to counter the sustained fall in
ARPUs. Likewise, the growth of the VAS is also crucial for some improvement in the
ARPUs of operators.

Lack of Telecom Infrastructure

Lack of telecom infrastructure in semi-rural and rural areas could be one of the major hindrances
in tapping the huge rural potential market, going forward. The service providers have to incur a
huge initial fixed cost to enter rural service areas. Further, as many rural areas in India lack basic
infrastructure such as road and power, developing telecom infrastructure in these areas involve
greater logistical risks and also extend the time taken to roll out telecom services. The lack of
trained personnel in the rural area to
operate and maintain the cellular infrastructure, especially passive infrastructure such as
towers, is also seen as a hurdle for extending telecom services to the under penetrated
rural areas.

Rural Areas Continue to Remain Under Penetrated

A rural teledensity of merely 15% point towards the fact that a majority of Indian
population still do not have access to telecom services. The rural India seems to have
remained untouched by the telecom revolution witnessed in the last few years. A huge
'digital divide', which is reflected by the enormous difference of 74% between the urban
and rural teledensity, reiterates this fact.

However, with the urban markets reaching a saturation point, the telecom service
providers are penetrating rural areas for driving future growth. Thus, the service
providers entering new rural markets might witness substantial increase in subscriber
base. The expansion in the rural areas, however, has increased the risk of further decline
in the ARPUs. Nonetheless the revenue growth from these regions is unlikely to match
the surge in the subscriber base.

Excessive Competition
Another major concern that has come to the forefront in the recent past has been
heightened competitive intensity in the industry that has correspondingly fuelled the price
war between industry players. The Indian wireless market is one of the world’s most
competitive markets, with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing
operators in each circle. The auction of new 4G licences and the introduction of mobile
number portability (MNP) are likely to heat up competition in the industry, going
forward.

Spectrum is the most important resource that is required for providing mobile services.
Given that spectrum is a finite resource, the availability of the same would be inversely
proportional to the number of operators. Thus, larger the number of service providers
smaller will be the amount of spectrum available to each of them.
Scarcity of spectrum leads to higher capex on deployment of mobile networks for the
operators as they need more cell sites to improve service quality. Further the growing
usage of spectrum and the resultant scarcity may lead to re-use of spectrum and increase
chances of congestion in networks leading to constraints on service quality.

Evidently, the competition in the industry is expected to intensify further with the entry
of new players, both domestic as well as foreign players. With the competitive intensity
of the industry already at such high levels new operators might find it difficult to gather
significant share in Indian telecom market. While the new players may benefit from a
faster network rollout through tower sharing, they will face challenges in terms of high
subscriber acquisition costs and lower ARPU customers.

Lower Broadband Penetration

The Indian economy remains highly underpenetrated in terms of broadband connections.

High cost of devices (PC and laptop), high internet charges and lower wireline
connections have been some of the major factors inhibiting broadband penetration.
Broadband is one of the key catalysts for economic development and major initiatives by
both the government and service providers are needed to increase its penetration.
 Spectrum Allocation

4G Spectrum availability is one of the major concerns for the industry. Lack of adequate
spectrum which is the most integral part of the mobile telephony sector could hamper its
growth severely. However, the spectrum allotment has been the most controversial issues
in the Indian telecom sector.

The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors
affecting the industry dynamics, going forward. Given the highly-competitive nature of the
Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the
risk of excessive biding by the service providers has increased. Irrational bidding, especially in
some circles, might render 4G services financially-unviable. Further, there exists a risk of delay
in allotment of proposed spectrum to the service providers who have successfully bid for the 4G
spectrum

Other Growth Inhabiting Factors

While the implementation of mobile number portability is likely to aid improvements in

quality of service, it is also likely to increase the churn out ratio significantly. The service
providers are likely to turn to the VAS as a service differentiator; however, widespread
VAS deployment is restricted due to language and illiteracy.
Airtel Networking

"In a service industry like telecom, people live a brand 24X7. It's all about experience;
and for Airtel 'brand=customer experience," says Rajan Mittal, joint managing director,
Bharti Tele-Ventures Ltd.
That's now, but when mobile telephony began in India a decade ago, the brand was all
about aspiration. That's understandable: a handset cost about Rs 45,000 - the price of a
second-hand Fiat - and call charges hovered around Rs 16 a minute.

Naturally, the target customer was clearly defined: elite, up market professionals and
entrepreneurs. "We positioned Airtel as an aspirational and lifestyle brand, in a way that
trivialised the price in the mind of the consumer. It was pitched not merely as a mobile
service, but as something that gave him a badge value," recalls Hemant Sachdev, chief
marketing officer (mobility) and director, Bharti Tele-Ventures.

Airtel was on a power trip: the logo was black, uppercase bold lettering; and the baseline
was "the power to keep in touch". "From day one, it was decided that the brand should
always connote leadership - be it in network, innovations, offerings or services," says
Diwan Arun Nanda, CMD, Rediffusion-DY&R, the agency that has created all Airtel ads
over the past decade. The taglines emphasized that stance: "Airtel celebrates the spirit of
leadership" and "The first choice of the corporate leaders".

This was also a time when customers needed to be educated; interest levels were high,
but customers' exposure to the cellular world was limited. Airtel took out full and half-
page ads in newspapers, answering queries like "what is roaming?", "what is coverage
area?" and "how to make international calls".

In 1999, the rules of the game changed. The New Telecom Policy came into effect,
replacing licence fees with a revenue-sharing scheme and extending the license period
from 10 to 20 years. Now, cellular service operators could drop their prices and target
new customer segments. As SEC B became part of the catchments area, Airtel's
communication changed from "power" to "touch tomorrow".
The focus now was on the endless possibilities of technology to make life good and
advertising became two-pronged: a product-driven communication that showcased new
offerings like the Magic prepaid card, and an emotional communication that showed
younger people.

In 2002, Airtel signed on music composer A R Rahman and changed its tune to "Live
every moment": Rahman's signature tune for Airtel is, perhaps, the most downloaded ring
tone in India. But that was just part of the ongoing communication.

The following year Airtel adopted the "Express yourself" positioning, which is also its
current tagline. Now, the emotional angle was predominant - and stark, black and white
imagery to stand out in what was becoming a highly commodities, crowded market.

The latest campaign continues that thought. Only, mobile telephony is now extending to
even low-income mass categories. So the first TVCs in Hindi and regional languages are
now on air, as are low-priced products, like the Rs 200 recharge coupon.

Communication was just part of the battle: customer service would prove more critical.
"We were very clear that Airtel will be a service-led brand," says Mittal.

Accordingly, Airtel was the first cellular service provider to start customer centers (called
Airtel connects), where customers could pay their bills, apply for new connections and
touch and feel new handset models.

The way to the future, though, seems to be through product innovations such as easy
charge (recharging prepaid connection through SMS), hello tunes, the Blackberry option,
stock tickers and M-cheques (mobile credit cards).

The customer care centers, too, are metamorphosing into "relationship centers", one-stop
shops where subscribers can not only pay their bills and have their queries answered, they
can shop for new phones, surf the net and enjoy a cup of coffee. "What matters is what
the customers want," points out Mittal.
 Jio vs. Airtel Prepaid

Filed in: Telecom Add comments

I just switched from Airtel postpaid to JIO as far as my GSM mobile connection goes, but
I also looked into Jio prepaid seriously before making the deal. I found JIO to be far
better for a variety of services it offers:

 Jio has membership plans and given benefits after join membership. But Airtel
has no membership plans.

 Receiving missed calls alerts for when the phone was switched off is free whereas
it costs each time.

 Jio provides a free restricted GPRS service for free whereas Airtel offer a WAP
version called Planet. Jio users for Rs. 99 membership plans. Jio has a full blown
one with unlimited usage for Rs. 149 or 303 per month.

 Jio given freed voice calling std/local but Airtel Also provide voice calling but
condition is that Airtel given 1200 minute one week. That means 300 minuts per
day.

 Jio provide 28GB ultd. Data is 28 day (1GB per day). But Airtel given a condition
for Airtel users they use 500 MB ultd. Data and 500 MB (2pm to 5pm).

I did spare a moment’s thought in thinking if Airtel offered any benefits that Jio did
not, but couldn’t come up with any. If any of my readers know of one, then they’re
welcome to inform me via the comments.
DATA ANALYSIS
AND
INTERPRETATION
1. AGE WISE CLASSIFICTION

50
45
40
35
30
25 AIRTEL
JIO
20
15
10
5
0
18-20 21-25 26-30 31-35 41& Total

Age (in year) AIRTEL JIO

18-20 6 5
21-25 10 8
26-30 14 10
31-35 8 9
36-40 7 11
41& 5 7
above
Total 50 50

(Sources: Questionnaire-personal detail)

Comment:- Above Graph shows are 30% of respondent in age group of

18-20, 37%of respondent in age group of 21-25, 15% of respondent age
group of 26-30, 7% and 5% respondent are come in 36-40 and
41&above.
 2. OCCUPATION WISE CLASSIFICATION

50
45
40
35
30
25 AIRTEL
JIO
20
15
10
5
0
Servicemen Student Business Profession Total

Occupation AIRTEL JIO

Servicemen 15 9

Student 8 15

Business 12 8

Profession 9 6

Total 50 50

Sources: Questionnaire-personal detail)

Comment: - Above Chart shows the type of people use the plans . where wee
get to know that the servicemen use the internet services which is (47% ) more
than the businessmens (12%) an the professions (8%).
3.INCOME WISE CLASSIFICATION

50
45
40
35
30
25 AIRTEL
JIO
20
15
10
5
0
<=5000 5000-10000 10000-15000 15000-20000 20000-25000 Total

Income No. of Percentage (%)

Level respondents
<=5000 5 6
5000-10000 8 9
10000-15000 7 15
15000-20000 18 6
20000-25000 12 14
Total 50 50

(Sources: - Questionnaire – Personal Detail)

Comment: -The above graph and chart shows the income range of the people of
dehradun which use the internet plans. In which we get to know that more of the people
use internet pans which au slitly expensive and the range of 15000-20000 use that plans
morely.
4.SERVICES PROVIDED BY THE COMPANY

50
45
40
35
30
A
25
J
20
15
10
5
0
INTERNET MESSAGE GAMEING ROAMING TOTAL

SERVIES
AIRTEL JIO
PROVIDED
INTERNET 15 20

MESSAGE 15 8

GAMEING 12 16

ROAMING 8 6

TOTAL 50 50

(Sources: - Questionnaire – personal detail)

Comment:-Above Charts shows the usage of the people.Where we get

to know that the people of Dehradun use there network more for the
internet facility as comparing to gaming roaming and gaming.
5.AGES AND USAGE OF THE CONNECTION
60

50

40

30

20

10

0
Age (in year) 18-20 21-25 26-30 31-35 41& Total

Age (in year) Airtel Jio

less than 20 5 7

21-25 8 12
26-30 7 10
31-35 8 8
36-40 10 8
41& above 12 5

Total 50 50

(Sources: - Questionnaire – personal detail)

Comment:-Above Charts shows the no users use the airtal and jio
network and by this we get to know about the choice of different ages
over different network. The chart shows that the young generation
preffer JIO network but on the other hand people at the range of 20-30
use AIRTAL network.
FINDINGS

During the project we meet various people & trying to find their perception
regarding various mobile services in the Dehradun. While studying we find that
the main customer or the users of mobile services are the self-employed persons
who have their own business & other major users are the college going students.

Jio is the leading mobile service provider in the Dehradun region & it is far ahead
from their competitors in terms of customers. Which have come just now in the
city have capture a good market. Jio is capturing a lot of market because of its
good services in rural area. In starting it is well accepted by the people by its low
call rate & some and good connectivity. Jio management is not able to make their
services available to the general customer.

But the Airtel is also creating an image on the high-class customers by its good
network and good quality of voice in the long distance. The Airtel is the choice of
the high class and the people who worked in the higher position.
CHAPTER-4
SWOT Analysis on Jio

Strength

1. Low tariff: - Company has launched its 4G service with highly competitive or rather
very low tariff. Company has strong financial capacity to withstand initial losses

2. Very wide network:-Company has created wide national network with a huge
investment of around $20 billon. The company has used latest technology and hence
capable to give quality service.

3. Brand Name: - Brand Value of company is very high.

Weakness

1. Late entry into telecommunication sector: - The telecom sector had grown
exponencially in its initial phases which started around two decades earlier. Presently
market has seen only modest growth and it has become highly competitive due to
entry big players such as Vodafone, Idea etc.

Operation of Mobile Number Portability Still not smooth:- Nowadays mobile

number has become identity of a person and hence it is difficult for anyone to change his
mobile number.MNP takes many days for its implementation and it is hard to manage
this transition period. MNP is crucial for Jio as a large number of customers is expected
through migration from existing service providers.

3. Highly dependent upon data consumption: - As per the current trend around 60 to 70
percent of revenue comes from voice calling and hence there is a huge potential loss
for making voice calling free. This loss can be offset only when consumption of
data increases manifold.
Opportunity

1. Large scale availability of smart phones: In last 2 decades the number of people using
Smartphone has increased manifolds. If company is able to provide quality service at
competitive rate it can quickly grab large number of customers.

2. Increasing rate of data consumption: In its earlier phase almost entire revenue of the
mobile service provider was from voice calling. However since last two years the
proportion of revenue from data users is increasing exponentially which has resulted in
almost 30-40% of the total revenue. Lower data tariff may further increase data
consumption and thus contribute more to the revenue of company.

3. International market:-There is huge opportunity in many developing countries

Threat

1. Saturated market: - The initial phase of rapid increase in subscriber is now over. A new
entrant like Jio needs a large customer base to cross breakeven point.

2. Highly competitive market:- After the entry of big players like Vodafone, Idea etc. the
market has become highly competitive.

3. Changing Government Policy: The changing government policy like cancelling of 2G

licences ,imposition of tax with retrospective effect(on Vodafone), refund for call drop
etc. has created uncertainty in the market causing adverse impact on the investment
sentiment.

4. Rapid upgradation in Technology:- From 2G to 3G and 3G to 4G changes have occurred

in very short span of time. Even next generation 5G is approaching shortly. Each
upgradation requires huge investment and it is not possible to remain in market
without it.
SWOT Analysis on Airtel

Strengths

 Bharti Airtel has more than 254 million customers (July 2016). It is the largest cellular
provider in India, and also supplies broadband and telephone services - as well as many
other telecommunications services to both domestic and corporate customers.

 Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and Sing Tel, with
whom they hold a strategic alliance. This means that the business has access to
knowledge and technology from other parts of the telecommunications world.

 The company has covered the entire Indian nation with its network. This has underpinned
its large and rising customer base
Weaknesses

 An often cited original weakness is that when the business was started by Sunil Bharti
Mittal over 30 years ago, the business has little knowledge and experience of how a
cellular telephone system actually worked. So the start-up business had to outsource to
industry experts in the field.

 Until recently Airtel did not own its own towers, which was a particular strength of some
of its competitors such as Hutchison Essar. Towers are important if your company wishes
to provide wide coverage nationally.

 The fact that the Airtel has not pulled off a deal with South Africa's MTN could signal
the lack of any real emerging market investment opportunity for the business once the
Indian market has become mature.
Opportunities

 The company possesses a customized version of the Google search engine which will
enhance broadband services to customers. The tie-up with Google can only enhance the
Airtel brand, and also provides advertising opportunities in Indian for Google.

 Global telecommunications and new technology brands see Airtel as a key strategic
player in the Indian market. The new iPhone will be launched in India via an Airtel
distributorship. Another strategic partnership is held with BlackBerry Wireless Solutions.

Despite being forced to outsource much of its technical operations in the early days, this
allowed Airtel to work from its own blank sheet of paper, and to question industry
approaches and practices - for example replacing the Revenue-Per-Customer model with
a Revenue-Per-Minute model which is better suited to India, as the company moved into
small and remote villages and towns.

 The company is investing in its operation in 120,000 to 160,000 small villages every
year. It sees that less well-off consumers may only be able to afford a few tens of Rupees
per call, and also so that the business benefits are scalable - using its 'Matchbox' strategy.

 Bharti Airtel is embarking on another joint venture with Jio Essar and Reliance GSM
Cellular to create a new independent tower company called Indus Towers. This new
business will control more than 60% of India's network towers. IPTV is another potential
new service that could underpin the company's long-term strategy.

Threats

Jio & Airtel seem to be having an on/off relationship. Jio which owned a 13.5% stake in the
Airtel business sold it back to Airtel, and instead invested in its rival Hutchison Essar.
Knowledge and technology previously available to Airtel now moves into the hands of one of its
competitors

 The quickly changing pace of the global telecommunications industry could tempt Airtel
to go along the acquisition trail which may make it vulnerable if the world goes into
recession. Perhaps this was an impact upon the decision not to proceed with talks about
the potential purchase of South Africa's MTN in May 2016. This opened the door for
talks between Reliance Communication's Anil Ambani and MTN, allowing a competing
Indian industrialist to invest in the new emerging African telecommunications market.
  Bharti Airtel could also be the target for the takeover vision of other global
telecommunications players that wish to move into the Indian market.

Airtel comes to you from Bharti Airtel Limited, India's largest integrated and the first private
telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its
inception has been at the forefront of technology and has steered the course of the telecom sector
in the country with its world class products and services. The businesses at Bharti Airtel have
been structured into three individual strategic business units (SBU's) - Mobile Services, Airtel
Telemedia Services & Enterprise Services.
 LIMITATIONS

 customers are not aware of new plans (Jio/Airtel)

 Cost is the biggest factor in postpaid.

 Very few schemes are available in the prepaid plans (Dehradun).

 Low or weak signals.

 They take more time in connectivity.

 Low sales promotion support, company is not paying much attention in advertising plans
and schemes.

 Low penetration rate among customers.

 Products and services available to the customers are expensive.

 Services provided by Jio/Airtel are not up to the mark.

Unawareness to customers about the new plans of Jio/Airtel

CHAPTER-5
 CONCLUSION

This research report is conducted to compare the two biggest competitors in

all time in the telecom sector. In this research we find that the both Jio and
Airtel are the well-established companies in the market. Customers are
aware about the name of both the companies. They prefer to buy both.

Airtel is the more popular then the Jio. Airtel is preferred by the every class
and it established itself as a better quality and better service provider then its
competitors.

But Jio is no fear of it because the young customers are more attracted by it,
now the Jio takes over Airtel and now they give the new schemes in the
market and for the customers.

Last but not the least, we can say that the both the Airtel and the Jio are
going equally to the customer and they choose and at the time of purchasing.
The result is that the Jio is better then the Airtel in the Dehradun region. The
customers in Dehradun thinks that the connectivity and network of Airtel is
good But Jio services are better then the Airtel.
 RECOMMENDATIONS

During the project I found inconvenience faced by the customers, which can be
removed by taking necessary steps.

 There, I would like to suggest few point over which top management should
think and take corrective action to overcome those drawback due to which
Mobile Service providing companies & authorized dealer has gradually
losing its market position so that the company must take following measure
to regain its market position.

 Promotion by local advertisement & on electronic media more as to print

media as it is the biggest media to reach common customer.

 Companies should also start promotional schemes for the customer.

 To attracts the customer the firms should improve there services by

introducing latest technology in the market. & they should also try to
increase the range of there signals in the city.

 The companies should try to increase there capacity to solve the

connectivity problem.

 The marketing personnel should give complete feedback with logical

rejoining from the market to increase service standards.

 For a particular order particular person should be made responsible not a

group as a whole this will increase the commitment of that. Person towards
the work and would make him feel more responsible towards an order.
ANNEXURE
QUESTIONNAIRE

MARKET SALES SURVEY QUESTIONARE:

Name: ……………………………… Contact No.: ………………………..

Sex: ……………………. Address: …………………………………………
…………………………………………………………………………………..

1. What is your profession?

a) Business b) Govt. Service

c) Private Jobs d) Retired

e) Student
2. Marital Status?

Single [ ] Married [ ]

3. Monthly House Hold Income (RS)?

5000 [ ] 5000-15,000 [ ]

15,000-30,000 [ ] Above [ ]

4. Do you pusses a mobile connection?

Yes [ ] No [ ]

5. Which mobile service you use?

Jio [ ] Airtel [ ]

Others [ ]
6. How you came to know about your service provider?

Banners [ ] Magazines [ ]

T.V. [ ] Friends [ ]

7. Which mobile service you prefer?

Prepaid [ ] Postpaid [ ]

8. Are you satisfied with your current service provider?

Yes [ ] No [ ]

9. Which feature of your service provider attracts you more?

Connectivity [ ] Free SMS [ ]

Price [ ] Free Chatting [ ]

Free Roaming [ ] Group Massaging [ ]

10. Do you want to change your service provider in future?

Yes [ ] No [ ]

11.If yes which service you preferred?

Jio [ ] Airtel [ ]

Others [ ]
12. Why you preferred this service?

Connectivity [ ] Free SMS [ ]

Price [ ] Free Chatting [ ]

Free Roaming [ ] Group Massaging [ ]

13. References: -

Name: …………………………………………………..
Address: ………………………………………………..
………………………………………………..
…………………………………………………
………………………………………………..
Phone No: ………………………………………………
Sign: ……………………………… Date: …………………………