ACKNOWLEDGEMENT

Every project big or small is successful largely due to the effort of a number of
wonderful people who have always inspired and lent a helping hand.

I would like to acknowledge gratitude to Sailen Gogoi ( HOD of Accounting and

Finance), my project guide Prof. Keshabananda Haloi, Dr Chitra roy of DHSK
Commerce College, Dibrugarh and all the support received from all my friends and the
respondents for their immense help and support without which the project report would
not have yield the desired project.

I am also grateful to all other faculty members of the Accounts and Finance Department
of DHSK college for their help and encouragement.

It was a great experience to work on this project report. I would like to thank all the
respondents of the questionnaire for their cooperation. I also feel indebted to my fellow
batch mates with whom I have consulted in regard to accomplish the desired result.

PREFACE

This project report is on the topic “Youth P erception Towards various M obile
Service P roviders” in D i b r u g a r h . We used the questionnaire as a part of the

survey, play majestically roles in determining the success of a research report. I

have determined that this research report is very accurate in identified potential

problem areas.

Few years back mobile connections were not common among the youth. But with

the mobile revolution now we can find almost every student with mobile phone. It

well help telecom companies to carry on with its strength in advertisement

strategies so that existing customers remain loyal to it.

Through this research report we know that mostly the youth are satisfied with the

services provided by the different cellular companies. This research report is

always help for the knowing the youth preference towards various mobile service

provider.
 EXECUTIVE SUMMARY

Top of the mind awareness focused on telecom companies in the city of Dibrugarh. To

find out awareness in telecom industry in D i b r u g a r h . To find out which

telecom company has more awareness.

To find out where Indian telecom industry is leading from that leader companies.

It will make the telecom industry aware of its strength and weaknesses (in

advertisements, promotional campaigns etc.)So that it can compete and survive

telecom service market by focusing on that.

It will help Indian telecom industry to improve upon its weakness in deposit so that

more and more customer could be attracted towards it.

It well help telecom companies to carry on with its strength in advertisement

strategies so that existing customers remain loyal to it.

 RESEARCH METHOLOGY:

Research design:

The study used an Descriptive Research design for the purpose of getting an

insight over the issue. For the purpose of present study a related sample of

population was selected on the basis of survey.

Sample Size:

A sample of 25 youth of D i b r u g a r h .

Research Instrument:

This work is carried out through questionnaires.

Data Collection:

The data, which is collected for the purpose of study, is divided into 2 bases:

Primary Source: Through survey using mixed questionnaire. The primary

data comprises information survey of “Student preference towards various

mobile service providers”. The data has been collected directly from youth

with the help of questionnaires.

Secondary Source: The secondary data was collected from internet and

references from Library.

 INTRODUCTION
Telecom Industry in India
The telecom industry is one of the fastest growing industries in India. India has

nearly 200 million telephone lines making it the third largest network in the world

after China and USA. With a growth rate of 45%, Indian telecom industry has the

highest growth rate in the world.

-Much of the growth in Asia Pacific Wireless Telecommunication Market is

spurred by the growth in demand in countries like India and China.

- India‘s mobile phone subscriber base is growing at a rate of 82.2%.

- China is the biggest market in Asia Pacific with a subscriber base of 48% of the

total subscribers in Asia Pacific. Compared to that India ’s share in Asia Pacific

Mobile Phone market is 6.4%. Considering the fact that India and China have

almost comparable populations, India’s low mobile penetration offers huge scope

for growth.

Classification of Telecommunication services

1. Basic services

2. Cellular services

3. Internet Service Provider (ISP)

 CELLULAR SERVICE

Overview

1. There are five private service operators in each area, and an incumbent state

operator. Almost 80% of the cellular subscriber base belongs to the pre-paid

segment.

2. The DoT has allowed cellular companies to buy rivals within the same

operating circle provided their combined market share did not exceed 67 per

cent. Previously, they were only allowed to buy companies outside their

circle.

Growth Drivers

Opening up of international and domestic long distance telephony services are

growth drivers in the industry. Cellular operators now get substantial revenue from

these services, and compensate them for reduction in tariffs on air time, which

along with rental was the main source of revenue. The reduction in tariffs for

airtime, national long distance, international long distance, and handset prices has

driven demand.
THE KEY PLAYERS IN THE TELECOM
MARKET IN INDIA

Cellular Service provider:

1. BSNL
2. Airtel
3. Vodafone
4. Reliance
5. Idea

SUBSCRIBERS
 Wireless subscribers crosses 200 million mark
Tele density reaches 21.20%

The total number of telephone subscribers has reached 250.02 million at the end of

August 2008 as compared to 241.87 million in July 2008. The overall Tele density

has increased to 21.20% in August 2008 as compared to 20.52% in July 2008.

In the wireless segment, 8.31 million subscribers have been added in August 2007

while 8.06 million subscribers were added in July 2007. The total wireless

subscribers (GSM, CDMA & WLL(F)) base reaches 201.29 million at the end of

August 2007.

The wireline segment subscriber base stood at 39.73 million with a decrease of

0.16 million at the end of August 2007. Circle wise wire line subscriber base of

service providers is given at following chart ..

COMPANY PROFILE
Bharti Airtel is one of India's leading private sector providers of April 30, 2008,

consisting of 64,370,434 GSM mobile and 2,319,509 Bharti Telemedia subscribers.

telecommunications services based on an aggregate of 66,689,943 customers as on

The businesses at Bharti Airtel have been structured into three individual strategic

business units (SBU’s) - mobile services, telemedia services (ATS) & enterprise

services. The mobile services group provides GSM mobile services across India in

23 telecom circles, while the ATS business group provides broadband & telephone

services in 94 cities. The enterprise services group has two sub-units - carriers

(long distance services) and services to corporates. All these services are provided

under the Airtel brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The

National Stock Exchange of India Limited (NSE).

The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in

the company.

The company’s mobile network equipment partners include Ericsson and Nokia. In

the case of the broadband and telephone services and enterprise services (carriers),

equipment suppliers include Siemens, Nortel, Corning, among others. The

Company also has an information technology alliance with IBM for its group-wide

information technology requirements and with Nortel for call center technology

requirements. The call center operations for the mobile services have been

outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis

A DREAM COME TRUE
The Late Dhirubhai Ambani dreamt of a digital India — an India where the

common man would have access to affordable means of information and

communication. Dhirubhai, who single-handedly built India’s largest private sector

company virtually from scratch, had stated as early as 1999: “Make the tools of

information and communication available to people at an affordable cost. They will

overcome the handicaps of illiteracy and lack of mobility.”

It was with this belief in mind that Reliance Communications (formerly Reliance

Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic

backbone. This backbone was commissioned on 28 December 2002, the auspicious

occasion of Dhirubhai’s 70th birthday, though sadly after his unexpected demise on

6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless

and wireline) and convergent (voice, data and video) digital network. It is capable
of delivering a range of services spanning the entire infocomm (information and

communication) value chain, including infrastructure and services — for

enterprises as well as individuals, applications, and consulting.

Today, Reliance Communications is revolutionising the way India communicates

and networks, truly bringing about a new way of life.

Reliance Communications (formerly Reliance Infocomm), along with Reliance

Telecom and Flag Telecom, is part of Reliance Communications Ventures

(RCoVL). According to National Stock Exchange data, Anil Ambani controls

66.75 per cent of the company, which accounts for more than 1.36 billion shares of

the company.[1]Reliance Infocomm is an Indian telecommunications company. It

is the flagship company of the Reliance-Anil Dhirubhai Ambani Group,

comprising of power (Reliance Energy), financial services (Reliance Capital) and

telecom initiatives of the Reliance ADA Group. Reliance Infocomm is currently

managed by Anil Dhirubhai Ambani.It uses CDMA2000 1x technology

HISTORY
Reliance Infocomm was founded by Dhirubhai Ambani. Between 1999 to 2002

Reliance Infocomm built 60,000 km of fibre optic backbone in India. This network

was commissioned on December 28, 2002.

 FOOTPRINT
At present, Reliance Telecom's GSM cellular services are available in 340 towns

within its eight-circle footprint. Reliance's CDMA services are available in 19

states and cover about 65% of the country, state wise. Reliance Infocomm also

offered for the first time in India, mobile data services through its R-World mobile

portal. This portal leverages the data capability of the CDMA 1X network.

BUSINESS REVIEW
During the twelve months ended March 31, 2007, revenues of the Wireless

business increased by 46% to Rs. 10,728 crore (US$ 2,489 million) from Rs. 7,364

crore (US$ 1,709 million).

Wireless EBITDA increased to Rs. 3,984 crore (US$ 924 million) from Rs. 2,250

crore (US$ 522 million). Margins expanded to 37% from 31%.

EBITDA of the Global business increased by 98% during the twelve months ended

March 31, 2007 to Rs. 1,271 crore (US$ 295 million). EBITDA margins increased

to 24% from 12% last year.

In the same period, the Broadband business achieved revenue growth of 123% to

Rs. 1,144 crore (US$ 265 million), and EBITDA increased by more than 6 times,

to Rs. 519 crore (US$ 120 million).

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom services

in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier

service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five

years it has become one of the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the country and now focusing on

improving it, expanding the network, introducing new telecom services with ICT

applications in villages and wining customer's confidence. Today, it has about 47.3

million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM

Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,

480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602

Districts, 7330 cities/towns and 5.5 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives

to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom

operator in the country to beat its reach with its wide network giving services in
every nook & corner of country and operates across India except Delhi & Mumbai.

Whether it is inaccessible areas of Siachen glacier and North-eastern region of the

country. BSNL serves its customers with its wide bouquet of telecom services.

BSNL is numero uno operator of India in all services in its license area. The

company offers vide ranging & most transparent tariff schemes designed to suite

every custo

BSNL cellular service, Cell One, has more than 17.8 million cellular customers,

garnering 24 percent of all mobile users as its subscribers. That means that almost

every fourth mobile user in the country has a BSNL connection. In basic services,

BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85

per cent share of the subscriber base and 92 percent share in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet

Customers who access Internet through various modes viz. Dial-up, Leased Line,

DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the

NUMBER ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video through

the same Backbone and Broadband Access Network. At present there are 0.6

million DataOne broadband customers.

 VODAFONE ESSAR

Vodafone Essar, previously Hutchison Essar is a cellular operator in India that

covers 16 telecom circles in India Despite the official name being Vodafone Essar,

its products are simply branded Vodafone. It offers both prepaid and postpaid

GSM cellular phone coverage throughout India and is especially strong in the

major metros.

Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital

GSM technology, offering voice and data services in 16 of the country's 23 licence

areas.

Vodafone Essar, previously Hutchison Essar is a cellular operator in India that

covers 16 telecom circles in India . Despite the official name being Vodafone Essar,

its products are simply branded Vodafone. It offers both prepaid and postpaid

GSM cellular phone coverage throughout India and is especially strong in the

major metros.

Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital

GSM technology, offering voice and data services in 16 of the country's 23 licence

areas.
 IDEA CELLULAR
Idea Cellular's antecedents date back to 1995, when the Aditya Birla Group

and AT&T (through Birla AT&T- Maharashtra, Gujarat) and the Tata Group

(through Tata Cellular-Andhra Pradesh) came together to set up cellular networks.

In 2000, the historic path-breaking merger and the subsequent acquisition of RPG

Cellular - (Madhya Pradesh circle) helped take their aims even further and led to

the formation of Birla Tata AT&T Limited.

Since then, there has been no looking back for Birla Tata AT&T (Idea Cellular). In

its very first financial year, Idea Cellular recorded the fastest growth among all

cellular operators at a 135% increase in subscriber base. The company BTAL (now

Idea Cellular) also ranked No. 1 in customer satisfaction among all operators (as
per the NFO MBL survey), a testimony to the quality of the company's services

and subscribers.

As India's leading GSM Mobile Services operator, IDEA

Cellular has licenses to operate in 11 circles.

With a customer base of over 10 million, IDEA Cellular has operations in Delhi,

Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh,

Uttaranchal, Haryana, UP-West, Himachal Pradesh and Kerala.

IDEA Cellular's footprint currently covers approximately 45% of India's

population and over 50% of the potential telecom-market.

As a leader in Value Added Services, Innovation is central to IDEA's VAS Factory.

It is the first cellular company to launch music messaging with 'Cellular Jockey' ,

'Background Tones', 'Group Talk', a voice portal with 'Say IDEA' and

A complete suite of Mobile Email Services.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular has the

distinction of offering the most customer friendly and competitive Pre Paid

offerings, for the first time in India, with 'Super Power', 2 Minutes Outgoing Free,

Lifelong offer and other segmented offerings like Women's Card. 'Lifetime Idea' is

the first and only loyalty program, for pre paid customers, introduced by a Cellular

brand.
Customer Service and Innovation are the drivers of this Cellular Brand. A brand

known for their many firsts, Idea is only operator to launch GPRS and EDGE in

the country.

The latest feather in the IDEA cap is the GSM Association Award for Bill Flash,

it has recently won making it the first cellular operator in India to win an award on

this platform.

Idea Cellular is part of the Aditya Birla Group, which is India's first truly

multinational corporation. Global in vision, rooted in Indian values, the group is

driven by a performance ethic pegged on value creation for its multiple

stakeholders.
DATA ANALYSIS AND INTERPRETATION

Demogarphic Features Of Repondents

1. Sex ratio of the respondents

Particulars No. of Respondents

Male 16
Female 9

INTERPRETATION: The graphical representation of the table shows that out of

300 respondents 120 were male and 180 were female.

1. Do you have any mobile Connection?

 PARTICULARS NUMBER %AGE
Yes 300 100%
No 0 0%

INTERPRETATION:

All the respondents had mobile connections.

2. How many mobile connections do you have?

Particulars No. of respondents

1 243
2 57

81
 3 0
>3 0

INTERPRETATION:

out of 300 respondents 243 says that they had 1 connection while 57 were having 2

connections.

3. Which service are you using?

Particulars No. of respondents

Prepaid 187
Postpaid 113

82
INTERPRETATION:

Out of 300 respondents 187 were using prepaid connections while 113 respondents

were using postpaid connections.

4. Which Mobile connection are you currently using?

PARTICULARS NO.OF RESPONDENTS

RELIANCE 154
AIRTEL 98
BSNL 19

83
 VODAFONE 19
TATA INDICOM 6

SPICE 4

NO. OF RESPONDENTS

6% 2%1% RELIANCE
6%
AIRTEL
BSNL
52% VODAFONE
33% TATA INDICOM
SPICE

INTERPRETATION:

Out of 300 respondents 154 were using RELIANCE, 98 were using AIRTEL, 19

were using BSNL and VODAFONE, 4 were using SPICE while 6 were using tata

indicom.

5. If you are using Reliance then please select your currently Reliance mobile

service ?

84
Type of Reliance mobile service No. of user

CDMA 118
GSM 25
BOTH 11

Out of 154 Reliance respondent 118 respondents were use CDMA and 25 use GSM

and 11 use both.

6. Are you satisfied with the services?

PARTICULARS NUMBER
Yes 237
No 63

85
INTERPRETATION:

Out of 300 respondents 237 respondents were satisfied with the services of there

particular service providers while only 63 were not satisfied.

7. Which facility attracts you most?

PARTICULARS No. of respondents

COVERAGE 182

CALL CHARGES 63

ROAMING CHARGES 5

G.P.R.S. 44

86
 OTHERS 6

INTERPRETATION:

Out 300 respondents 182 respondents were attracted by the coverage facility, 63 by

call charges, 5 by roaming charges, 44 by G.P.R.S while 6 were attracted by others.

8. Which advertisement media puts more impact on your buying decision?

PARTICULARS NO. OF RESPONDENTS

T.V. 92

MAGAZINES 7

NEWSPAPERS 65

INTERNET 88

OTHERS 48

87
INTERPRETATION:

INTERPRETATION:

Out of 300 respondents 92 gets aware of cellular services by T.V, 88 by internet,65

by news papers, 48 by others while 7 by magazines.

9. How much is your monthly expenses on mobile phones?

PARTICULARS NO. OF RESPONDENTS

Less than 150 88

150-350 157

350-500 34

Above 500 21

88
INTERPRETATION:

Out of 300 respondents most of the respondents monthly expenses were 150-350,

88 had monthly expenses of less than 150, 34 had 350-500 while only 21 were

having monthly expenses of above 500.

10. From how long you are availing the services of this particular service

provider?

PARTICULARS NO. OF RESPONDENTS

1 year 92

2 years 143
3 years 50
More than 3 years 15

89
INTERPRETATION: Out of 300 respondents 165 were availing the services of

there particular service providers since 2 years, 80 since 1 year, 40 since 3 years

while only 15 were availing the services from more than 3 years.

11. Would you like to change your current service provider in future?

PARTICULARS No. OF RESPONDENTS

Yes 67
No 233

INTERPRETATION:

Out of 300 respondents 233 did not want to change there current service providers

while only 67 respondents want to change there current service providers.

90
12. In your opinion what is more important Quality of service or the tariff

rates ?

SERVICE PROVIDER QUALITY OF SERVICE TARIFF RATES

RELIANCE 90 64
AIRTEL 60 38
BSNL 12 7
VODAFONE 11 8
TATA INDICOM 4 2
SPICE 3 1

INTERPRETATION-

Respondent of the survey said that the quality of the service is the main component

which they look for but the attractive tariff rates remains their prime concern.

13. Please specify the type of plan you are using whether prepaid or postpaid ?

91
SERVICE PROVIDER PREPAID POSTPAID
RELIANCE 130 24
AIRTEL 70 28
BSNL 10 9
VODAFONE 12 7
TATA INDICOM 4 2
SPICE 4 0

INTERPRETATION-

From the above table most of the respondent who were using the prepaid .

FINDINGS

 Few years back mobile connections were not common among the youth. But

with the mobile revolution now we can find almost every student with

mobile phone.

 Most of the youth prefer prepaid connections than postpaid connections.

92
  Most preferred cellular company amongst the youth is airtel and the least

preferred company is reliance.

 Mostly the youth are satisfied with the services provided by the different

cellular companies.

 Maximum number of respondents were attracted towards the coverage

facility and the least like the roaming services.

 T.V. and internet are the best media advertisements that put more impact on

the youth buying decisions

 The monthly expense of maximum youth was ranging from 150-300.

 Maximum number of youth are loyal to there particular service providers

and they were using there connections since 2 years.

S.W.O.T Analysis

STRENGTH

 Mobile services has a wide network coverage area all over India. It is

focusing its service in area where no service provider are present.

93
  Reliance has a excellent customer care customer care center, which can be

accessed sny time round the clock from anywhere in India.

WEAKNESS

 From interaction with the youth we found that reaching of bill was the

problem of very few customer.

 Information of the new plans or changes in plan not properly communicated

to youth.

OPPORTUNITY

 Reliance communication has taken initiative mobile services and has

built a network . This mobile services business offers great opportunity

for reliance since the penetration in the country .

94
THREATS

 Mobile service industry has other major player like BSNL,Airtel,

Vodafone, spice , which are also coming up with big plans to compete

with each other.

SUGGESTIONS AND RECOMMENDATION

By carrying out this survey and the project report many interesting facts and the

figure were found out. The youth satisfaction is the sole vehicle for the growth of

any broadband service providers.

95
HIGHLIGHTS OF THE SURVEY:

A. Youth want high quality of service.

B. The tariff rates should be developed by keeping in mind the status of the

middleman.

C. The youth prefers those mobile services which has high connectivity

D. Youth needs proper information regarding the various plans.

E. The accessibility to the mobile service should be more and wide.

Every company has to keep in mind the requirements of the customers and

their satisfaction level because it is the sole vehicle for the growth of the

company .

LIMITATIONS OF THE PROJECT STUDY

This project study has certain weakness and limitation.

96
In the ensuring study, time was a constraint in addition to the researcher’s

limit to physically endeavor in touching in depth a targeted group.

The time was short so we could not take a large sample so only with sample

of 300 we have to analyze so it may deferred from earlier study.

Although there were limitation still I made my best so that this project can

give clear and real picture.

CONCLUSION
97
By carrying out this survey and the project report many interesting facts and the

figure were found out. The youth satisfaction is the sole vehicle for the growth of

any mobile service providers.

Youth want high quality of service which is given by reliance .The tariff rates

should be developed by keeping in mind the status of the middleman.

The youth prefers Reliance mobile services which has high connectivity

Every company has to keep in mind the requirements of the customers and

their satisfaction level because it is the sole vehicle for the growth of the

company .

“Reliance CDMA is the only achiever of the Youth preference towards various

mobile service providers ”

BIBLIOGRAPHY

98
BOOKS:

 Marketing Research – G. C. Beri

 Research Methodology – C.R Kothari

 Principles of Marketing – Philip Kotler

Web Resources:

 http://www.tataindicom.com

 http://www.rcom.co.in

 http://www.ideacellular.com

 http://www.bsnl.co.in
QUESTIONAIRE
For : STUDY OF YOUTH PREFERENCE TOWARDS VARIOUS MOBILE
SERVICE PROVIDERS”

Name –

Contact no.-

Sex- Male Female

1.Do you have any mobile Connection?

Yes No

2.How many mobile connections do you have?

1 2

3 >3

3. Which service are you using?

Prepaid Postpaid

4. Which Mobile connection are you currently using?

Airtel Vodafone

BSNL Idea
5. Are you satisfied with the services which you are using currently?

Yes No

6. Which facility attracts you most?

Coverage Call charges

Roaming facility G.P.R.S

Others Specify……………………………………………

7. Which advertisement media puts more impact on your buying decision?

T.V Magazines

Newspapers Internet

Others

8. How much is your monthly expenses on mobile phones?

Less than 150 150-350

350-500 Above 500

9. From how long you are availing the services of this particular service provider?

1 year 2 years

3 years More than 3 years

10. Would you like to change your current service provider in future?

Yes No

11. In your opinion what is more important Quality of service or the tariff rates ?

Yes No

12. Please specify the type of plan you are using whether prepaid or postpaid ?

Yes No

102