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On <% Mar*h <%%C BS!2 ad9erti5ed the laun*h of Bla*8Berr 5er9i*e5 a*ro55 it5 ele*om *ir*le5 in &ndia. he *orporation ha5 al5o laun*hed 3 5er9i*e5 in 5ele*t *itie5 a*ro55 the *ountr. @re5entl' BS!2 and M!2 are the onl plaer5 to pro9ide 3 5er9i*e5' a5 the o9ernment of &ndia ha5 *ompleted au*tion of 3 5er9i*e5 for pri9ate plaer5. BS!2 5hall get 3 band7idth at lo7e5t bidder pri*e5 of 5 ;$? billion' 7hi*h in*lude5 5 ;%;.$" billion for 3 and 5 $3.;3 billion for B6A. A5 of De*ember <%;;' man other pri9ate operator5 ha9e 5tarted rolling out their 3rd eneration (a8a 3) 5er9i*e5 along5ide and are en+oing 5ome 5u**e55 in their *ampaign5 to get mar8et 5hare. 6hile BS!2 5till maintain5 it5 *onne*ti9it 5tandard and e:pand5 too man more area5 in*luding rural area5 7ith their 3 5er9i*e5. Al5o the net7or8 infra5tru*ture ha5 been upgraded from to pro9ide 3." MbitI5 to #.< MBit5I5e*. &t i5 en+oing a 5lo7 but 5ome7hat 5tead 5u**e55 in gaining mar8et 5hare in thi5 regard. he introdu*tion of M!@ (Mobile !umber @ortabilit) 7hi*h i5 an 5er9i*e that let5 the *on5umer *hange 7irele55 5er9i*e pro9ider5 7hile retaining their a*tual mobile number' BS!2 ha5 5een man *u5tomer5 opting for thi5 5er9i*e to mo9e a7a from the 5er9i*e5 to other operator5.
De5pite thi5 a5 the &ndian 6irele55 mar8et gro75 BS!2 5till ha5 a loal ba5e of 5ub5*riber5 and man more 5ub5*riber5 being added to it e9er da. hi5 pro9ide5 *u5tomer 5er9i*e5 for C? million a5 of une <%;;. BS!2 announ*ed the di5*ontinuation of it5 telegram 5er9i*e5 from ;? ul <%;3' after ;"% ear5 in 5er9i*e. &t 7a5 opened to publi* in 1ebruar ;$??J in <%;% it 7a5 upgraded to a 7eb-ba5ed me55aging 55tem in <%;%' through ;$< telegraph offi*e5 a*ro55 &ndia.
CHALLENGES During the finan*ial ear <%%$=%C (from ; April <%$ to 3; Mar*h <%%C) BS!2 ha5 added $.; million ne7 *u5tomer5 in 9ariou5 telephone 5er9i*e5 ta8ing it5 *u5tomer ba5e to #?.C million. BS!2F5 neare5t *ompetitor Bharti Airtel i5 5tanding at a *u5tomer ba5e of "<.3 million. Ho7e9er' de5pite impre55i9e gro7th 5ho7n b BS!2 in re*ent time5' the fi:ed line *u5tomer ba5e of BS!2 i5 de*lining. &n order to 7oo ba*8 it5 fi:ed-line *u5tomer5 BS!2 ha5 brought do7n long di5tan*e *alling rate under One &ndia plan' ho7e9er' the 5u**e55 of the 5*heme i5 not 8no7n. Ho7e9er' BS!2 fa*e5 blea8 fi5*al <%%C-<%;% a5 u5er5 flee. @re5entl there i5 an inten5e *ompetition in &ndian ele*om 5e*tor and 9ariou5 el*o5 are rolling out attra*ti9e 5*heme5 and are pro9iding good *u5tomer 5er9i*e5. But 5ituation a5 on <%;< BS!2 7ill be third large5t operator (Ser9i*e) and !o ; a**e55 operator among *ountr. A5 A& eport <%;;-;< BS!2 be*ame mo5t tru5t7orth brand due to it5 loalt to7ard5 *u5tomer5 and it5 rule. A**e55 Defi*it harge5 (AD' a le9 being paid b the pri9ate operator5 to BS!2 for pro9ide 5er9i*e in non-lu*rati9e area5 e5pe*iall rural area5) ha5 been 5la5hed b <%L b TRAI' 7.e.f. ; April <%%C. he redu*tion in AD ma hit the bottom line5 of BS!2.
BS!2 ha5 5tarted 3 5er9i*e5 in . On ;3 une <%;<' BS!2
emploee5 parti*ipated *alled off an earlier planned nation7ide 5tri8e again5t di5*riminator poli*ie5 of BS!2 management upon promi5e b Management to re5ol9e the Demand5 of the prote5ting union5 &n Mar*h <%;3' BS!2 7a5 al5o (a**ording to one 5tud) a ma+or tran5it point for internet 5pam CHALLENGES
P
!o. of operator5 are in*rea5ing per *ir*leK hen*e more *ompetition
P
o5tI u5tomer i5 9er high in rural area5
P
Spe*trum = a 5*are *ommodit
P
&nfra5tru*ture readine55 in rural
P
@ pri*e5 are 9er high
P
A9ailabilit of ontent5 in lo*al language
P
A9ailabilit of ontent5 for ural @opulation
P
&nternational Band7idth i5 *o5tl
P
ele*om Manufa*turing in &ndia.
OPPORTUNITY" P
ural tele-den5it i5 le55 than ;%L.
P
O9erall tele-den5it i5 onl <>L.
P
Broadband penetration i5 +u5t %.
P
B@O bu5ine55 i5 gro7ing fa5tK ele*om *an ride on it.
P
alue added 5er9i*e5 li8e M-ommer*e' M-Mar8eting' Spe*ial &nformation' ing tone5' and et*. offer 9enue5 of additional re9enue.
P
A5 globaliGation i5 in*rea5ing' more per*entage of global bu5ine55 for &ndian tele*om.
P
e*hnologie5 li8e !!' 3' 6iMAQ' 7ill open up ne7 frontier of bu5ine55.
BSNL MTNL MERGER PLANS On <3 1ebruar <%;;' he Department of ele*ommuni*ation5 (Do) 5aid it 7anted to re9i9e a propo5al for the merger of 5tate-o7ned operator5 BS!2 and M!2. &n it5 draft plan' the department 7hile 5ho7ing *on*ern o9er the deteriorating performan*e of BS!2 and M!2 5aid that BS!2 and M!2 5hould be merged a5 the ha9e *omplimentar operation5 and *an *ombine their 5trength5 for 5nergie5. Do 5aid the go9ernment 5hould 5et up a multi5ta8eholder *ommittee to de9elop a re5tru*turing plan for both firm5. he *ommittee 5hould ha9e member5 from publi* enterpri5e5' the Do' department of & and mini5tr of finan*e. Ho7e9er' the BS!2F5 5taff union5 are oppo5ing thi5 merger tooth and nail reali5ing that M!2 i5 in dire 5tate and need help of it5 big brother' BS!2' to alle9iate it5elf from getting into red balan*e 5heet. M!2 in 5pite of ha9ing it5 operation5 in t7o big metro *itie5 9iG. !e7 Delhi Mumbai i5 realiGing *a5*ading fall in re9enue and profit5 for the pa5t ;% 5u**e55i9e ear5. he tele*ommuni*ation operator5 5hould fo*u5 on enterpri5e bu5ine55' 5er9i*e5 to go9ernment and the publi* 5e*tor' 9alue-added 5er9i*e5 and te*hnologie5 li8e 3' the department re*ommend5.
!G 6hile it did not parti*ipate in the 3 au*tion' BS!2 paid the &ndian go9ernment 5. ;%;.$# billion for 3 5pe*trum in all <% *ir*le5 it operate5 in. State-o7ned M!2 pro9ide5 3 5er9i*e5 in the other < *ir*le5 - Delhi and Mumbai Both the5e 5tate-o7ned operator5 7ere gi9en a head 5tart b the go9ernment in the 3 5pa*e b allotting the required 3 5pe*trum' on the *ondition that ea*h 7ill ha9e to pa an amount 7hi*h 7ill be equi9alent to the highe5t bid in the re5pe*ti9e 5er9i*e area5 a5 and 7hen the 3 au*tion5 ta8e pla*e. BS!2 re*entl laun*hed a 3 7irele55 po*8et router named 6in8net Mf?% for ?$%%I- &ndian rupee5. &t 7a5 relea5ed in *ollaboration 7ith another tele*om 5er9i*e pro9ider Sham net7or85. 6in8net Mf?% enable5 ou to *onne*t multiple de9i*e5 to the internet u5ing a 5ingle 5im *ard.
!G COVERAGE BS!2 ha5 the large5t 3 net7or8 in &ndia. Additionall' BS!2 3 5er9i*e5 u5uall *o9er not onl the main to7nI*it but al5o the ad+oining 5uburb5 and rural area5 a5 7ell. A5 of no7 BS!2 ha5 3 5er9i*e5 in $<" *itie5 a*ro55 &ndia. he follo7ing i5 a li5t of BS!2 3 enabled to7n5I*itie5. hi5 li5t *o9er5 onl BS!2 3 5er9i*e5 pro9ided through HSD@AIHS/@A and HS@AR for SM 5ub5*riber5 and not EDO for DMA 5ub5*riber5.
MILESTONES"
P
Set up on ;5t O*tober'<%%%
P
&ntrodu*ed *ellular 5er9i*e5 on ;Cth O*tober'<%%< and ha5 3<.# million *u5tomer5 a5 on date
P
Be*ame mar8et leader 7ithin " month5' in it5 area5 of operation
P
&ntrodu*ed limited mobilit 622 5er9i*e5 7.e.f. De*ember <%%%' and ha5 > million *u5tomer5 a5 on date
P
&ntrodu*ed dial up internet fa*ilit 7.e.f. De*ember <%%%
P
&ntrodu*ed 2& ba5ed internet fa*ilit 7.e.f. De*ember <%%3
P
3.3? million &nternet u5tomer5 7ith BS!2
P
&ntrodu*ed Broadband in the *ountr 7.e.f. ;>.;;.<%%? and ha5 ;.>? million *u5tomer5
AIRTEL TELE COMMUNICATION" B5' B5 '* *
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tele*ommuni*ation5 5er9i* 5er9i*e5 e5 *ompan *ompan headquart headquartere ered d at !e7 Delhi' &ndia. &ndia. &t operate5 in <% *ountr *ountrie5 ie5 a*ro55 a*ro55 South A5 A5ia' ia' Afri*a Afri*a and the hannel &5land5. &5land5. Airte Airtell ha5 ha5 SM net7or8 in all *ountrie5 in 7hi*h it operate5' pro9iding <' <' 3 and 3 and > 5er9i*e5 > 5er9i*e5 depending upon the *ountr of operation. Airtel i5 the 7orldF5 third large5t mobile tele*ommuni*ation5 *ompan 7ith *ompan 7ith o9er <"; millio million n 5ub 5ub5*r 5*ribe iber5 r5 a*ro55 a*ro55 ;?% *ountr *ountrie5 ie5 a5 of Augu5t Augu5t <%; <%;<. <. &t i5 the large5t *ellular 5er9i*e pro9ider in in &ndia' 7ith ;$3."; million 5ub5*riber5 a5 of !o9ember <%;<. Airtel i5 the third large5t large5t in-*ountr mobile operator b 5ub5*riber ba5e' behind hina behind hina Mobile and Mobile and hina /ni*om. /ni*om. Airtel i5 the large5t pro9ider of mobile telephon and telephon and 5e*ond large5t pro9ider of fi:ed telephon in &ndia' &ndia' and i5 al5o al5o a pro9ider pro9ider of broadband broadband and 5ub5*ription tele9i5ion 5er9i*e5. tele9i5ion 5er9i*e5. &t offer5 it5 tele*om 5er9i*e5 under the *'/ brand' and i5 headed b Sunil Bharti Mittal. Bharti Airtel i5 the fir5t &ndian tele*om 5er9i*e pro9ider to a*hie9e i5*o old i5*o old ertifi*ation. &t al5o a*t5 a5 a *arrier for nation national al and intern internati ationa onall long long di5tan di5tan*e *e *ommuni *ommuni*at *ation ion 5er9i* 5er9i*e5. e5. he *ompan *ompan ha5 a 5ubmarine *able landing 5tation at hennai' 7hi*h *onne*t5 the 5ubmarine *able *onne*ting hennai and hennai and Singapore. Airtel Airtel i5 *redit *redited ed 7ith 7ith pioneer pioneering ing the bu5ine55 bu5ine55 5trateg 5trateg of out5our*ing all of it5 it5 bu5 bu5ine ine55 55 operation5 operation5 e:*ept mar8eting' mar8eting' 5ale5 and finan*e and building building the Fminute5 Fminute5 fa*torF fa*torF model of lo7 *o5t and high 9olume5. he 5trateg ha5 5in*e been *opied b 5e9eral operator5. &t5 net7or8 ba5e 5tation5' mi*ro7a9e lin85' et*.i5 maintained b Eri*55on and !o8ia Siemen5 !et7or8 $N 7herea 7herea55 bu5 bu5ine ine55 55 5up 5uppor portt i5 pro9id pro9ided ed b &BM' and tran5 tran5mi5 mi55io 5ion n to7er5 to7er5 are maintai maintained ned b another *ompan (Bharti &nfratel 2td. in &ndia). Eri*55on agreed for the fir5t time to be paid b the minute for in5tallation and maintenan*e of their equipment rather than being paid up front' 7hi*h allo7ed allo7ed Airtel Airtel to pro9ide lo7 *all rate5 of ;Iminute ;Iminute (/S%.%
three-ear *ontra*t to Al*atel-2u*ent for Al*atel-2u*ent for 5etting up an &nternet @roto*ol a**e55 @roto*ol a**e55 net7or8 (mobile ba*8haul) a*ro55 the *ountr. hi5 7ould help *on5umer5 a**e55 internet at fa5ter 5peed and high qualit internet bro75ing on mobile hand5et5.
HISTORY" Sunil Mittal founded the Bharti roup. &n ;C$3' Mittal 7a5 in an agreement 7ith ermanF5 Siemen5 to manufa*ture pu5h-button telephone model5 for the &ndian mar8et. &n ;C$"' Mittal in*orporated Bharti ele*om 2imited (B2)' and hi5 *ompan be*ame the fir5t in &ndia to offer pu5h-button telephone5' e5tabli5hing the ba5i5 of Bharti Enterpri5e5. B the earl ;CC%5' Sunil Mittal had al5o laun*hed the *ountrF5 fir5t fa: ma*hine5 and it5 fir5t *ordle55 telephone5. &n ;CC<' Mittal 7on a bid to build a *ellular phone net7or8 in Delhi. &n ;CC?' Mittal in*orporated the *ellular operation5 a5 Bharti ele-enture5 and laun*hed 5er9i*e in Delhi. &n ;CC"' *ellular 5er9i*e 7a5 e:tended to Hima*hal @rade5h. &n ;CCC' Bharti Enterpri5e5 a*quired *ontrol of Holding5' and e:tended *ellular operation5 to Tarnata8a and Andhra @rade5h. &n <%%%' Bharti a*quired *ontrol of S8*ell ommuni*ation5' in hennai. &n <%%;' the *ompan a*quired *ontrol of Spi*e ell in al*utta. Bharti Enterpri5e5 7ent publi* in <%%<' and the *ompan 7a5 li5ted on Bomba Sto*8 E:*hange and !ational Sto*8 E:*hange of &ndia. &n <%%3' the *ellular phone operation5 7ere rebranded under the 5ingle Airtel brand. &n <%%>' Bharti a*quired *ontrol of He:a*om and entered a+a5than. &n <%%?' Bharti e:tended it5 net7or8 to Andaman and !i*obar. hi5 e:pan5ion allo7ed it to offer 9oi*e 5er9i*e5 all a*ro55 &ndia. &n <%%C' Airtel Airtel laun*hed it5 fir5t international mobile net7or8 in Sri 2an8a. &n <%;%' Airtel a*quired the Afri*an operation5 of the Tu7ait ba5ed Uain el Uain ele*om.&n e*om.&n Mar*h <%;<' Airtel laun*hed a mobile operation in 7anda. On <" 1ebruar 1ebruar <%; <%;3' 3' Airtel Airtel announ*e announ*ed d that that it had deploe deploed d Eri*55on5 Eri*55on5 Mobile Broadband harging (MB) 5olution and *ompletel moderniGed it5 prepaid 5er9i*e5 for it5 5ub5*riber5 in &ndia. A5 a part of the deal' Eri*55on5 multi 5er9i*e MB 5uite allo75 prepaid *u5tomer5 *u 5tomer5 to ha9e per5onaliGed profile ba5ed data *harging plan5. @repaid *u5tomer5 7ill be able to *u5tomiGe *u5tomiGe their
data plan5 a*ro55 mobilit' fi:ed line and broadband b *ro55 bundling a*ro55 multiple domain5 (<' 3' >I2E 6i-1i). &t 7ill al5o offer fle:ible multi 5er9i*e *harging in geographi*al redundant mode' ma8ing Airtel the fir5t operator to implement geographi*al redundan* at 5u*h a large 5*ale. &n Ma <%;3' Bharti &nfotel paid 5 ?%'%%% a5 *ompen5ation to a *u5tomer for unfair trade pra*ti*e5. he *u5tomer alleged that the *ompan *ontinued to aggre55i9el demand pament de5pite *u5tomer reque5t5 for di5*onne*tion of 5er9i*e.
CORPORATE STRUCTURE" AirtelF5 initial *orporate 5tru*ture *on*entrated on the hierar*h of the operation5 in5ide the *ompan a5 a 7hole. he 5tru*ture depi*ted the *orre5ponding operationIregion of different in*harge5 and it didnFt hold anone re5pon5ible for ea*h of it5 5er9i*e5. So' the *ompan found it better to re5tru*ture it5 *orporate hierar*h. hierar*h. he tran5formed organi5ational 5tru*ture ha5 t7o di5tin*t u5tomer Bu5ine55 /nit5 (B/) 7ith *lear fo*u5 on B< (Bu5ine55 B< (Bu5ine55 to u5tomer) and B
MOBILE SERVICES" AirtelF5 initial *orporate 5tru*ture *on*entrated on the hierar*h of the operation5 in5ide the *ompan a5 a 7hole. he 5tru*ture depi*ted the *orre5ponding operationIregion of different in*harge5 and it didnFt hold anone re5pon5ible for ea*h of it5 5er9i*e5. So' the *ompan found it better to re5tru*ture it5 *orporate hierar*h. he tran5formed organiGational 5tru*ture ha5 t7o di5tin*t u5tomer Bu5ine55 /nit5 (B/) 7ith *lear fo*u5 on B< (Bu5ine55 B< (Bu5ine55 to u5tomer) and B
5er9i*e the retail *on5umer5' home5 and 5mall offi*e5' b *ombining the er5t7hile bu5ine55 unit5 - Mobile' elemedia' Digital ' and other emerging bu5ine55e5 (li8e M-*ommer*e' M-health' M-ad9erti5ing et*.). he B< organiGation 7ill *on5i5t of on5umer Bu5ine55 and Mar8et Operation5.
!G" On ;$ Ma <%;%' the 3 5pe*trum au*tion 7a5 *ompleted and Airtel paid the &ndian go9ernment ;<<.C? billion (/S<.; billion) for 5pe*trum in ;3 *ir*le5' the mo5t amount 5pent b an operator in that au*tion. Airtel 7on 3 li*en*e5 in ;3 tele*om *ir*le5 of &ndiaK Delhi' Mumbai' Andhra @rade5h' Tarnata8a' amil !adu' /ttar @rade5h (6e5t)' a+a5than' 6e5t Bengal' Hima*hal @rade5h' Bihar ' A55am' !orth Ea5t' and ammu Ta5hmir . Airtel al5o operate5 3 5er9i*e5 in Mahara5tra oa and Tol8ata *ir*le5 through an agreement 7ith odafone and in u+arat through an agreement 7ith &dea. hi5 gi9e5 Airtel a 3 pre5en*e in ;? out of << *ir*le5 in &ndia. On <% September <%;%' Bharti Airtel 5aid that it had gi9en *ontra*t5 to Eri*55on &ndia' !o8ia Siemen5 !et7or85 (!S!) and Hua7ei e*hnologie5 to 5et up infra5tru*ture for pro9iding 3 5er9i*e5 in the *ountr. he5e 9endor5 7ould plan' de5ign' deplo and maintain 3=HS@A (third generation' high 5peed pa*8et a**e55) net7or85 in ;3 tele*om *ir*le5 7here the *ompan had 7on 3 li*en*e5. 6hile Airtel a7arded net7or8 *ontra*t5 for 5e9en 3 *ir*le5 to Eri*55on &ndia' !S! 7ould manage net7or85 in three *ir*le5. hine5e tele*om equipment 9endor Hua7ei e*hnologie5 7a5 introdu*ed a5 the third partner for three *ir*le5. On <> anuar <%;;' Airtel laun*hed 3 5er9i*e5 in Bangalore' Tarnata8a it5 large5t *ir*le b re9enue. 6ith thi5 laun*h' Airtel be*ame the third pri9ate operator (fifth o9erall) to laun*h it5 3 5er9i*e5 in the *ountr follo7ing ata Do*omo and elian*e ommuni*ation5. On <# anuar <%;;' Airtel laun*hed 3 in hennai and oimbatore in amil !adu. On <# ul <%;;' 3 5er9i*e5 7ere laun*hed in TeralaF5 3 large5t *itie5 - To*hi' ToGhi8ode and hiru9ananthapuram. Airtel 3 5er9i*e5 are a9ailable in <%% *itie5 through it5 net7or8 and in ?%% *itie5 through intra*ir*le roaming arrangement5 7ith other operator5. Airtel had about ?.> million 3 *u5tomer5 of 7hi*h > million are 3 data *u5tomer5 a5 of September <%;<.<3N
?G"
On ;C Ma <%;%' the broadband 7irele55 a**e55 (B6A) or > 5pe*trum au*tion in &ndia ended. Airtel paid 33.;>3" billion (/S?#% million) for 5pe*trum in > *ir*le5K Mahara5htra' Tarnata8a' @un+ab and Tol8ata. he *ompan 7a5 allo*ated <% MHG of B6A 5pe*trum in <.3 HG frequen* band. AirtelF5 D-2E net7or8 i5 built and operated b UE in Tol8ata' Hua7ei in Tarnata8a' UE in @un+ab and !o8ia Siemen5 !et7or85 in Mahara5htra. On ;% April <%;<' Airtel laun*hed > 5er9i*e5 u5ing D-2E te*hnolog in Tol8ata' be*oming the fir5t *ompan in &ndia to offer > 5er9i*e5. he Tol8ata laun*h 7a5 follo7ed b laun*he5 in Bangalore (# Ma <%;<)' @une (;$ O*tober <%;<) and' handigarh' Mohali and @an*h8ula ( Ma <%;<' Airtel announ*ed an agreement to a*quire a >CL 5ta8e in ual*omm A5ia @a*ifi*F5 &ndia entitie5' at an in9e5tment of C%# *rore (/S;"? million). Airtel bought <"L in ual*omm A5ia @a*ifi* from lobal Holding orporation and ulip ele*om and the balan*e <3L b 5ub5*ribing to fre5h equit of ual*omm. lobal Holding orporation and ulip ele*om had bought ;3L ea*h in the B6A entitie5 for /S?#.#< million (about <"$ *rore) in <%;%. ual*omm held > 5pe*trum and li*en5e5 in Delhi' Harana' Terala and Mumbai. A5 per the agreement' b the Ma <%;>' Airtel 7ill a55ume full o7ner5hip and finan*ial re5pon5ibilit for > operation5 in the5e > *ir*le5. he deal ga9e Airtel a > pre5en*e in $ *ir*le5. Airtel had <%%%% > 5ub5*riber5 a5 of Mar*h <%;3.
&*F*" Airtel ha5 plan5 to laun*h 6i1i 5er9i*e5 in &ndia. &t intend5 to 5tart offering 6i1i 5er9i*e5 in Delhi !' Mumbai and Bangalore in initial pha5e. All plan5 7ill be on 5e*ure 7irele55 broadband internet 7ith unlimited u5age and 7ill be 5e55ion or time ba5ed. /5er5 *an u5e the 5er9i*e b finding a hot5pot' 5ele*ting Fairtel 6i1i UoneF' a*ti9ating the 9ou*her and then login to 5tart bro75ing. Airtel intend5 to partner 7ith e5tabli5hment5 to 5et up hot5pot5 7hi*h 7ill be termed 6i1i Hangout for an e5tabli5hment o7ner and 6i1i @artner for the *afe and re5taurant o7ner5. Airtel 6i1i @artner5 *an offer 5er9i*e5 at Gero in9e5tment5 and *an earn *ommi55ion on e9er 6i1i 5e55ion 5old. AIRTEL MONEY
Airtel ha5 5tarted a ne7 mommer*e platform *alled Airtel Mone in *ollaboration 7ith &nfo55 and Smart ru5t (no7 ie5e*8e De9rient). he platform 7a5 laun*hed on ? April <%;<' at &nfo55F headquarter5 in Bangalore. /5ing Airtel Mone' u5er5 *an tran5fer mone' pa bill5 and perform other finan*ial tran5a*tion5 dire*tl on the mobile phone. SMARTDRIVE"
Smart Dri9e i5 na9igation app e:*lu5i9e to Airtel *u5tomer5. he app feature5 9oi*e-ba5ed turn b turn na9igation' real time information update on traffi*' appro:imate time of the tra9el on the ba5i5 of the traffi* 5ituation on the 9ariou5 route5 and al5o let5 u5er5 5ee their lo*ation on the map and plan the +ourne a**ordingl. &t al5o 5ugge5t5 the 5ub5*riber an alternate route in *a5e of traffi* *onge5tion on the normal route. A**ording to Airtel' Smart Dri9e *al*ulate5 the traffi* on the ba5i5 of the number of @S de9i*e5 u5ed on a parti*ular road' their a9erage 5peed' a5 7ell a5 hi5tori*al trend5 of traffi* on that route. Smart Dri9e al5o allo75 u5er5 to 5ear*h for point5 of intere5t li8e re5taurant5' theatre5 and 5hopping mall5. he app al5o allo75 u5er5 to 8eep a re*ord
of all trip5 the ma8e 7hen u5ing 9oi*e na9igation for later referen*e through the Frip e*orderF feature' 6i8ipedia information of pla*e5 for 7hi*h information i5 a9ailable and the abilit to add frequentl 9i5ited lo*ation5 to fa9orite5' in addition to 7eather information about the pla*e. Airtel 7ill offer na9igation at ;% per da or CC per month. 2i9e traffi* 7ill be *o5t 3 per da or >C per month. Sear*h and map 9ie7er are a9ailable for free. he *o5t5 do not in*lude data *harge5. Airtel 5tate5 in Smart Dri9eF5 1A that data i5 onl u5ed 7hen the u5er perform5 5ear*he5 or *al*ulate5 route5. he app i5 de9eloped b 6i5e pilot' a mobile na9igation 5olution5 pro9ider and u5e5 !a9teq Map5 for lo*ation and traffi* info. &t 7a5 laun*hed on ;< September <%;<. At the time of laun*h' it 7a5 a9ailable onl in Bangalore' Mumbai and ! . Ser9i*e5 are *urrentl a9ailable in hennai. Ser9i*e 7ill be e:panded to @une and Hderabad b De*ember <%;<.
NET&ORK E@PERIENCE CENTRE"
Airtel ha5 a !et7or8 E:perien*e entre (!E) 7hi*h ob5er9e5 end to end *u5tomer e:perien*e' in near real time' along 7ith the 5tandard net7or8 element5 on AirtelF5 operation5. he !E i5 lo*ated in Mane5ar' Harana and 7ent li9e on 3; O*tober <%;<. &t i5 the fir5t 5u*h fa*ilit in &ndia and 7ill be able to monitor AirtelF5 net7or8 performan*e a*ro55 mobile' fi:ed line' broadband' DH' M-ommer*e' enterpri5e 5er9i*e5' &nternational able S5tem5 and internet peering point5 from a 5ingle lo*ation. &t 7ill monitor all Airtel and partner !O5. &n *a5e of an emergen*' the !E 7ill enable the operator to prioritiGe a*tion5 to re5tore normal* and redu*e re5olution time. he !E hou5e5 a 9ideo 7all 7ith 3"%% 5quare feet of 5olid 5tate 2ED 5*reen to monitor AirtelF5 tele*om net7or8. hi5 i5 the 7orldF5 bigge5t 9ideo 7all for a tele*om operator. Ea*h *ube in thi5 7all i5 ;."m:;.< m and there are ;#? *ube5 arranged in a C m : ;$ m and the beam5' 7hi*h are fireproof and about $ feet deep' ha9e been 5pe*iall
de5igned to hold the 5tru*ture 7ithout *olumn5. he !E 7a5 de5igned 5pe*ifi*all to be u5ed a5 a *ommand *enter in *a5e of national emergen*ie5 and natural *ata5trophe5. he fa*ilit i5 earthqua8e proof and al5o pro9ide5 for a 5ingle *ontrol of *ommand and a full redundant te*hnolog laout. IPHONE"
he i@hone 3 7a5 rolled out in &ndia in <%%$ b Airtel. Ho7e9er' high pri*e5 and *ontra*t bond5 di5*ouraged *on5umer5 and it 7a5 not a5 5u**e55ful a5 the i@hone i5 in other mar8et5 of the 7orld. Airtel introdu*ed the i@hone > on <# Ma <%;; and the i@hone ? on < !o9ember <%;<.?
/nder the elemedia 5egment' Airtel pro9ide5 broadband internet a**e55 through DS2' internet lea5ed line5 a5 7ell a5 M@2S (multiproto*ol label 57it*hing) 5olution5' a5 7ell a5 &@ and fi:ed line telephone 5er9i*e5. /ntil ;$ September <%%>' Bharti pro9ided fi:ed line telephon and broadband 5er9i*e5 under the Touchtel brand. Bharti no7 pro9ide5 all tele*om 5er9i*e5 in*luding fi:ed line 5er9i*e5 under a *ommon brand
airtel .
A5 of September <%;<' Airtel pro9ide5
elemedia 5er9i*e5 to 3.3 million *u5tomer5 in $# *itie5. A5 on 3% !o9ember <%;<' Airtel had ;.3C million broadband 5ub5*riber5. Airtel Broadband pro9ide5 broadband and &@ 5er9i*e5. Airtel pro9ide5 both *apped a5 7ell a5 unlimited do7nload plan5. Ho7e9er' AirtelF5 unlimited plan5 are 5ub+e*t to free u5age poli* (1/@)' 7hi*h redu*e5 5peed after the *u5tomer *ro55e5 a *ertain data u5age limit. &n 5ome plan5' Airtel pro9ide5 onl
TPB AIRTEL BROADBAND BLOCKING" &n Ma <%;<' Airtel Broadband and 5ome other &ndian &S@5 temporaril blo*8ed file 5haring 7eb5ite5 5u*h a5 9imeo.*om mega9ideo.*om' thepirateba.5e et*. 7ithout gi9ing an legal information to the *u5tomer5. he blo*8 7a5 due to a Madra5 High ourt i55ued Vohn Doe order ta8en b hennai-ba5ed opright 2ab. &n re5pon5e to a petition filed b ina B' a re5ident of Shimoga' Tarnata8a' the Di5tri*t on5umer Di5pute5 edre55al 1orum ordered Airtel to pa <%'%%% to the petitioner for defi*ien* in internet 5er9i*e thereb *au5ing mental agon to the *omplainant. B mi5interpreting the Madra5 High ourt order' Airtel blo*8ed entire 7eb5ite5. &t i5 needle55 to 5a that the *ompan5 a*tion5 amount to defi*ien* in 5er9i*e a5 7ell a5 unfair trade pra*ti*e' 5aid the forum. DIGITAL TELEVISION" AIRTEL DIGITAL TV
he Digital bu5ine55 pro9ide5 Dire*t-to-Home (DH) 5er9i*e5 a*ro55 &ndia under the brand name Airtel digital . &t 5tarted 5er9i*e5 on C O*tober <%%$ and had about #.C million *u5tomer5 at the end of De*ember <%;<. ENTERPRISE
he Enterpri5e bu5ine55 pro9ide5 end-to-end tele*om 5olution5 to *orporate *u5tomer5 and national and international long di5tan*e 5er9i*e5 to tel*o5 through it5 nation7ide fiber opti* ba*8bone' la5t mile *onne*ti9it in fi:ed-line and mobile *ir*le5' SA5' &S@ and international band7idth a**e55 through the gate7a5 and landing 5tation5. &t ha5 t7o 5e*tion5 under it. MOBILE DATA SERVICE
he different 5er9i*e5 under mobile data are Bla*8Berr 5er9i*e5' a 7eb-enabled mobile email 5olution 7or8ing on F@u5h e*hnologF' /SB modem that help5 in getting in5tant a**e55 to &nternet and *orporate appli*ation5' Airtel Data ard that gi9e5 the libert to a**e55 the internet
antime' Ea5 Mail i5 a platform that pro9ide5 a**e55 to per5onalI*orporate e-mail5 independent of hand5et operating 55tem and appli*ation 5er9i*e5 that 5horten the queue5 at the billing 5e*tion off-load the pre55ure on the billing 5taff and bring *on9enien*e to the u5er. ENTERPRISE BUSINESS SOLUTIONS
here are t7o 8ind of 5olution5 offered b Airtel. One i5 @S Ba5ed Solution5 li8e mobile appli*ation5 tool5 for enterpri5e' ra*8 Mate' automati* meter reading 5olution5 et*. and the other i5 SMS Ba5ed Solution5 li8e intera*ti9e SMS' bul8 SMS inbound *all *enter 5olution5. ANDROIDBASED TABLET
Beetle elete*h 2td.' a unit of Bharti Enterpri5e5 2td.' on ;$ Augu5t laun*hed a C'CCC (<<%) #in*h tablet in &ndia ba5ed on oogle &n*.F5 Android operating 55tem. he offering i5 intended to *apitaliGe on the e:pe*ted demand for *heap *omputing de9i*e5 in the 7orldF5 fa5te5t-gro7ing and 5e*ond-large5t mobile phone mar8et.
MILESTONES AND TIMELINE he *hronolog of e9ent5 5in*e Bharti ele-enture5 7a5 in*orporated in ;CC?K 1 •
Bharti ellular laun*hed *ellular 5er9i*e5 a5 Airel in Delhi.
200? •
On ;C O*tober <%%>' Airtel announ*ed the laun*h of a Bla*8Berr 6irele55 Solution in &ndia. he laun*h i5 a re5ult of a tie-up bet7een Bharti ele-enture5 2imited and e5ear*h &n Motion (&M).
On ;" une <%;;' Airtel digital laun*he5 iTi5aan = the 7orld5 fir5t intera*ti9e 5er9i*e in Hindi.
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On <# une <%;;' Airtel 3 laun*he5 international 9ideo *alling 5er9i*e5.
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On # ul <%;;' Bharti Airtel announ*e5 ne7 organi5ation 5tru*ture for it5 &ndia and South A5ia operation5.
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On ;$ ul <%;;' Airtel digital add5 >; ne7 *hannel5.
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On
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On ;" Augu5t <%;;' 6ide a9ailabilit of Airtel Ser9i*e enter5 in a+a5than *reate5 ea5 tou*h point5 for *u5tomer 5er9i*e.
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On ;C September <%;;' Bharti Airtel announ*e5 OW OW OA2 onte5t <%;;.
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On << September <%;;' Airtel digital bring5 the 5erie5 ohnn e5t to &ndia.
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On <" September <%;;' Airtel 0outh Star 8i*85 off V1riend5 Dan*e arni9al in Andhra @rade5h.
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On <$ O*tober <%;;' <%;; 1ormula ; Airtel rand @ri: of &ndia 6innerF5 roph e9ealed.
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On ; !o9ember <%;;' Airtel digital no7 ha5 ;; rue HD *hannel5'E:pand5 total *hannel *ount to <"<.
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On ;; !o9ember <%;;' Bharti Airtel named among5t the top
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On S in Hderabad.
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On ; De*ember <%;;' Airtel introdu*e5 &ndia5 fir5t free mobile a**e55 to 7itter.
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On ;< De*ember <%;;' Bharti Airtel re*ogniGed for the deli9er of be5t net7or8 5er9i*e5 7ith *u5tomer fo*u5 at ele*om entre of E:*ellen*e A7ard5.
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On <; De*ember <%;;' Airtel laun*he5 e:*iting re*harge offer5 for mobile *u5tomer5 in a+a5than.
2012 •
On ;; anuar <%;<' Airtel laun*hed omed 1M on Airtel Mobile.
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On ;< anuar <%;<' Airtel laun*he5 all ne7 BBM @lan for it5 po5tpaid mobile *u5tomer5 on Bla*8Berr.
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On <3 anuar <%;<' Airtel prepaid mobile re*harge made ea5ier 7ith netban8ing at 777.airtel.in
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On 3% anuar <%;<' Airtel digital laun*he5 iTid57orld.
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On < 1ebruar <%;<' Airtel laun*hed h; adio AA po7ered b Hungama on Airtel Mobile.
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On 3 1ebruar <%;<' &ndia5 large5t *olle*tion of Hello une5 i5 no7 a9ailable online for Airtel mobile *u5tomer5.
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On > 1ebruar <%;<' Bharti Airtel announ*e5 *on5olidated &1S re5ult5 for the third quarter and nine month5 ended 3; De*ember <%;;.
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On ;% 1ebruar <%;<' Bharti Airtel laun*hed 3 @a*8 Edu*ation @ortal for it5 mobile *u5tomer5 a*ro55 &ndia.
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On <# 1ebruar <%;<' Bharti Airtel 5ele*t5 &nfo55 a5 it5 te*hnolog partner for airtel mone.
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On net7or8 in Mahara5htra.
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On <# Ma <%;<' Bharti Airtel announ*ed it5 5trategi* fora into the mobile ad9erti5ing (m-Ad9erti5ing) 5egment' in &ndia.
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&n <%;<' Bharti Airtel 5igned a pa*t 7ith Opera Soft7are' to pro9ide it5 *u5tomer5 7ith Opera Mini bro75er5.
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On <> O*tober <%;<' Bharti AirtelF5 mobile u5er ba5e in Afri*a *ro55e5 "% million.
201! •
On > 1ebruar <%;3' Bharti Airtel laun*he5 it5 emergen* alert 5er9i*e in ea5tern region &n <%;3 the department of tele*ommuni*ation5 (Do) 7a5 in9e5tigating Bharti Airtel for 9iolation5 of a li*en5e agreement the *ompan 9iolated bet7een <%%3 and <%%?
COMPARISON BET&EEN AIRTEL AND BSNL Airtel and BS!2 are the t7o top mo5t internet 5er9i*e pro9ider5 (&S@F5) in &ndia. Both ha9e a huge *ompetition for their 5er9i*e5 and both offer unlimited net pa*8 to their *u5tomer. he5e t7o broad-band5 ha9e their o7n ad9antage5 and di5ad9antage5. Here are the detailed ad9antage5 of one o9er another. ADVANTAGES OF HAVING BSNL OVER AIRTEL
he dedi*ated 5er9i*e and the longer rea*hable area are the 5pe*ialtie5 of BS!2 broadband 7hi*h had not been beaten b an pro9ider till no7. 0ou *an get broadband *onne*tion e9en if ou are li9ing in a rural or ba*87ard area unli8e all other &S@F5 7ho re5tri*ted their 5er9i*e5 ma+orl for urban area5. BS!2 i5 the one 7ho introdu*ed the internet 5er9i*e to re5idential u5er5. BS!2 i5 9er popular in the internet 5er9i*e pro9iding *ategor and it 5till hold5 it5 reputation a5 the top mo5t broadband pro9ider in &ndia. he dela in paing bill5 i5 a**epted up to ;? da5 i.e. internet *onne*tion 7ill remain up to ;? da5 after the due date of bill pament. 0ou 7ill ne9er e:pe*t a line or *onne*tion or 5er9er or lo7er 5peed problem5. he broadband *onne*tion of BS!2 *ome5 along 7ith landline *onne*tion 7ith free u5age (he free u5age of landline 7ill depend5 on the region and the broadband plan ou ta8e up). he e:*iting ne7 unlimited plan5 and the 5pe*ial offer5 for go9ernment emploee5 ma8e the BS!2 broadband reall 5pe*ial. he tariff of BS!2 i5 9er le55 and al5o the unlimited plan5 5tart at 9er lo7er pri*e 8eeping in mind about the lo7er and middle *la55 *u5tomer5. BS!2 i5 o7ned b go9ernment. So their main *on*entration 7ill be on pro9iding 5er9i*e rather than gaining profit5 li8e other pri9ate &S@F5. BS!2 i5 far a7a from 1air /5age @oli*ie5' 7here the *u5tomer ha5 to *he*8 for do7nload and upload limit5 regularl.
ADVANTAGES OF HAVING AIRTEL OVER BSNL he in5tallation time required for Airtel i5 le55 than < da5' unli8e BS!2 7hi*h u5uall ta8e5 around 3-# da5.
Airtel broadband 5er9i*e i5 more organiGed than BS!2. Airtel i5 8no7n for it5 *u5tomer 5upport. An problem5 fa*ed b *u5tomer5 7ill be 5ol9ed ea5il and qui*8l. E:pert5 are a9ailable <>X# to 5ol9e te*hni*al i55ue5. he *onne*tion 5peed5 are 9er high (up to <;Mbp5' depend5 on our area al5o) 7hen *ompared 7ith other internet 5er9i*e pro9ider5. here are le55 problem in their 5er9er. and 5peed i5 *on5tant. Airtel re*entl introdu*ed pa a5 mu*h a5 ou u5e 5*heme (on-demand u5age 5*heme) 7here there 7ill be more fle:ibilit for the *u5tomer5. Airtel i5 hoping that thi5 7ill attra*t more *u5tomer5 a5 it i5 targeting the le55 e:pen5i9e &S@F5 li8e BS!2. Airtel 7ill gi9e offer5 li8e internet 5e*urit' e:tra tal8 time' free SMS to their u5er5 and other gift5 7ithin their pa*8age5. Airtel e:*ellentl 5uit5 for *ommer*ial and bu5ine55 appli*ation5 a5 the reliabilit and *onne*tion 5peed5 are 9er high.
AIRTEL BROADBAND ADVANTAGES Airtel broadband 5er9i*e i5 *on5idered to ha9e a more organiGed' better *u5tomer 5upport a5 *ompared to that pro9ided b BS!2.
Airtel *ome5 equipped 7ith e:tra feature5' luring *u5tomer5 7ith 9aried intere5t5. Airtel ha5 re*entl *ome up 7ith an on-demand u5age 5*heme 7herein the *u5tomer pa5 for a5 mu*h a5 heI5he u5e5. hi5 plan 7ill help Airtel 5tand 5trongl again5t le55 e:pen5i9e 5er9i*e pro9ider5 li8e BS!2.
BSNL BROADBAND ADVANTAGES han85 to the dedi*ated and 7ide net7or8' BS!25 broadband 5er9i*e ha5 a 7ider rea*h *ompared to an 5er9i*e pro9ider operating in &ndia. he 5er9i*e rea*he5 e9en the rural area5' unli8e other ma+or 5er9i*e pro9ider5. BS!25 broadband 5er9i*e i5 *on5idered to be more *o5t-effe*ti9e that other broadband 5er9i*e pro9ider5' ma8ing it a popular *hoi*e in an e*onomi*al per5pe*ti9e.
AIRTEL BROADBAND DRA&BACKS ompared to BS!25 broadband 5er9i*e' the Airtel broadband 5er9i*e require5 it5 5ub5*riber5 to 5hell out more mone.
BSNL BROADBAND DRA&BACKS BS!2 broad band5 popularit ha5 made people queue up for it5 5er9i*e. Ho7e9er' the long dela in getting a broadband *onne*tion ma a*tuall defle*t the pur5uer5 to another broadband 5er9i*e pro9ider. BS!2 ha5 not been 8no7n for it5 *u5tomer 5er9i*e. &t5 poor *u5tomer 5upport i5 *redited to it5 5tate-o7ned 5tatu5.
BOTH THE SERVICES ARE POPULAR IN THEIR O&N &AY B5' S+-5' N*64 L*4*7 (BSNL) i5 the leading broadband 5er9i*e pro9ider in &ndia.
O7ned b the go9ernment of &ndia' BS!2 ha5 the 7ide5t rea*h among all internet 5er9i*e pro9ider5 operating in the *it.
Data One' a broadband 5er9i*e pro9ided b broadband alread *o9er5 more than #%% *itie5 in the *ountr. hi5 September 7ill 5ee broadband rea*hing more than t7ent thou5and rural lo*ation5 li8e pan*haat5' Gila pari5had5' and di5tri*t headquarter5 *onne*t to the re5t of the 7orld through broadband' that i5' 7hen BS!25 ne7' ambitiou5 pro+e*t materialiGe5. he 5er9i*e pro9ider 7ill emplo ad9an*ed 5oft7are te*hnolog for ma8ing thi5 plan *ome ali9e. BS!2 i5 al5o loo8ing at ma8ing the tele*om and broadband u5age more *o5t-effe*ti9e for it5 *on5umer5. Apart from thi5 rural-rea*h plan' BS!2 ha5 quite a number of plan5 in it5 8itt. E:ten5i9e fiber net7or85 a*ro55 the *ountr and oi*e o9er &nternet @roto*ol (o&@) are +u5t to name a *ouple of it5 plan5. BS!2 7ill be emploing 3 tele*om net7or85 all o9er the *oun tr. 6ith go9ernment of &ndia5 dream to offer free' high-5peed broadband to all the *itiGen5 of &ndia b <%%C' & 7onder 7hat 7ould happen to the other 5er9i*e pro9ider5 in the *ountr. he mu5t gear up for the *hallenge.
CUSTOMER SATISFACTION &ITH NET&ORK PERFORMANCE OF BSNL AND AIRTEL
&n the toda5 *ompetiti9e 7orld *ommuni*ation pla5 a 9er important role. ommuni*ation ha5 be*ome an integral part of the gro7th' 5u**e55 and effi*ien* of an bu5ine55. hi5 i5 the
te*hnolog that gi9e5 a per5on the po7er to *ommuni*ate antime' an7here. Due to ad9an*ement in te*hnolog' no7 *ommuni*ation be*ome5 ea5 and fa5ter. &n thi5 re5ear*h paper' 5pe*ial empha5i5 ha5 been laid o9er the *omparati9e anal5i5 of tele*om *ompanie5 A&E2 and BS!2 b u5ing primar 5our*e5 of data in Mandi di9i5ion of Hima*hal @rade5h. 1or the *ompletion of effi*ient re5ear*h 7or8' de5*ripti9e and e:plorator re5ear*h de5ign ha5 been u5ed 7hi*h further *on*lude that BS!2 i5 ha9ing 7ea8 !et7or8 performan*e a 5 *ompared to Airtel . rend5 of pre9iou5 ? ear5 in Mandi di9i5ion ha9e 5ho7n that BS!2 ompan ha5 5lo7l deteriorated it5 po5ition.
INTRODUCTION" he tele*om 5e*tor reform5 7ere underta8en in three pha5e5. he fir5t pha5e began in the $%5' 7hen pri9ate manufa*turing of *u5tomer promi5e equipment 7a5 gi9en a go-ahead in ;C$>. A proliferation of indi9idual SDI&SDI@O net7or8 al5o too8 pla*e throughout the *ountr b 7a of pri9ate indi9idual fran*hi5e5. Mahara5htra elephone !igam (M!2) 7a5 *reated out of the department of tele*ommuni*ation (DO) to handle the 5e*tor5 of Mumbai and Delhi re5pe*ti9el. A high po7ered tele*om *ommi55ion 7a5 5et up in ;C$C. 2ater ide5h San*har !igam (S!2) be*ame the international 5er9i*e pro9ider *atering to tele*om 5er9i*e5 originating from &ndia. he 5e*ond pha5e of reform5 *ommen*ed in ;CC; 7ith the announ*ement of ne7 e*onomi* poli*. he go9ernment deli9ered the manufa*turer of tele*om equipment in ;CC;. &t al5o ahead up radio 5er9i*e5 in ;CC<. &n ;CC>' ba5i* telephon 7a5 opened to the pri9ate 5e*tor b granting operating li*en5e5 to 5i: *ompanie5. Al5o part of the 5e*ond pha5e 7a5 the introdu*tion of the !ational ele*om @oli* ;CC>. &t empha5iGed uni9er5al 5er9i*e and qualitati9e impro9ement in tele*om 5er9i*e5 among other ob+e*ti9e5. An independent 5tatutor
regulator 7a5 e5tabli5hed in ;CC#' &nternet 5er9i*e5 7ere opened up in ;CC$. he third pha5e reform5 began 7ith the announ*ement of the ne7 tele*om poli* in ;CCC. he theme of !@ 7a5 to u5her in full *ompetition through a re5tri*ted entr of pri9ate plaer5 in all 5er9i*e 5e*tor5. he poli* fa9ored the migration of e:i5ting operator5 from the era of fi:ed li*en5e fee regime to that of re9enue 5haring. he poli* further de*lined the 5trengthen of the regulator opening up of international long di5tan*e (&2D) and !ational 2ong Di5tan*e (!2D)
5er9i*e5 to the pri9ate 5e*tor and *orporation of tele*om 5er9i*e5. he ear <%%; 7itne55ed the entr of pri9ate operator5 in offering ba5i* telephon and !2D 5er9i*e5.
he tele*om 5e*tor began 7itne55ing a trend of gro7th 7ith the5e reform5 ba5i* 5er9i*e5 7ere opened for unlimited *ompetition more li*en5e5 7ere i55ued to the pri9ate 5e*tor for *ellular 5er9i*e5. here ha5 al5o been a *on5iderable in*rea5e in the rate of tale den5it. he tele*om 5e*tor ha5 thu5 *ompletel *hanged both in term5 of *o9erage and effi*ien* of 5er9i*e5. @ro9i5ion of landline5 a demand' digital telephone' e:*hange5 and the a**eptabilit of opti* fiber and 7irele55 te*hnolog are a fe7 in5tan*e5 of the *hange that too8 in5tan*e5 of the *hange that too8 pla*e in the indu5tr.
ellular telephone 5er9i*e5 ha9e a*hie9ed great *ommer*ial 5u**e55J be*au5e u5er5 re*ogniGe the mobile telephone a**e55 *an impro9e produ*ti9it and enhan*e 5afet. A ne7 5ub5*riber i5 opting for *ellular 5er9i*e5 for per5onal 5e*urit' 5afet and *on9enien*e. &n*rea5e in demand and the poor qualit of e:i5ting tele*ommuni*ation5 landline 5er9i*e5. Mobile 5er9i*e pro9ider5 7ill be benefited from the re5ear*h' the 7a5 to impro9e their qualit of 5er9i*e and to 5upport more u5er5 in their 55tem.
he pre5ent 5tud ha5 been made to identit the *u5tomer5 attitude to7ard5 *ell phone5' telephone5' broadband 5er9i*e5 of BS!2 and A&E2 in MA!D& Di9i5ion. Man pri9ate operator5 ha9e entered in to the *ellular 5egment to pro9ide 5er9i*e5. &t ha5 brought hea9 *ompetition in to the mar8et. he ha9e to find out the *u5tomer5 attitude5 to7ard5 thi5 5er9i*e 7hi*h *ould be u5eful to formulate ne7 5trategie5 poli* and mar8et their 5er9i*e5 in a better 7a.
IMPORTANCE OF CUSTOMER SATISFACTION
u5tomer 5ati5fa*tion i5 an important be*au5e a higher le9el of 5ati5fa*tion *an deli9er man 5ati5fa*tion5. ho5e 5ati5fa*tion5 are a5 follo75K L3/" A highl 5ati5fied *u5tomer i5 a loal *u5tomer. R: :'-5,," A highl 5ati5fied *u5tomer5 bu more produ*t5.
R9''/" A highl 5ati5fied *u5tomer tell5 their friend5 and famil about the produ*t or
5er9i*e. R+*3+" A highl 5ati5fied *u5tomer i5 le55 li8el to 57it*h brand5. R7-7 -3," A highl 5ati5fied *u5tomer *o5t5 le55 to 5er9e than a ne7 *u5tomer. P'4*4 ,9" A highl 5ati5fied *u5tomer i5 7illing to pa more for the produ*t5 or 5er9i*e.
OBJECTIVES OF THE STUDY
o 8no7 the 1a*tor5 7hi*h affe*t the *on5umer beha9ior regarding the 5er9i*e5 of BS!2 A&E2Y
o 8no7 the Ad9erti5ement 5our*e 7hi*h more attra*t5 the *on5umer.
o 8no7 the @urpo5e of *on5umer behind the atta*hment 7ith the tele*om *onne*tion5.
o 8no7 the le9el of Sati5fa*tion 7ith their pre5ent *onne*ti9it.
o 8no7 the different plan5 pro9ided b the5e t7o *ompanie5.
RESEARCH METHODOLOGY e5ear*h de5ign of the pre5ent 5tud i5 e:plorator *um de5*ripti9e and partiall *a5ual in nature' a5 the 5tud aim5 at a*hie9ing in5ight5 into a relati9el ne7 phenomenon of A S7 39
C34:'* +/,*, 39 5 BSNL % AIRTEL. A5 the re5ear*h i5 aimed at to find out the
Sample de5ign i5 that part of uni9er5e' 7hi*h 7e 5ele*t for the purpo5e of in9e5tigation. A 5ample 5hould e:hibit *hara*teri5ti*5 of the uni9er5e. he re5ear*her mu5t de*ide the 7a of 5ele*ting 5ample. Sample *an be either probabilit 5ample5 or non-probabilit 5ample5. So here in thi5 pro+e*t & ha9e ta8en the non- probabilit 5ample5 of the re5ear*h 7or85.
SAMPLE FRAME"
&t i5 al5o 8no7n a5 ,Sour*e of li5t4 from 7hi*h 5ample i5 to be dra7n. he 5ample frame of m 5tud i5 from di5tri*t Mandi in Hima*hal @rade5h.
SAMPLE SIE (100)"
An optimum 5ample i5 one' 7hi*h fulfill5 the requirement of effi*ien*' repre5entati9e' reliabilit' and fle:ibilit. So m 5ample 5iGe for thi5 5tud i5 ;%%.
SAMPLE PROCEDURE"
he 5ampling de5ign' & ha9e *ho5en to de*ide the 5ample for 5tud i5 ba5ed on *on9enient 5ampling.
DATA COLLECTION PRIMARY DATA"
6hate9er the data & ha9e *olle*ted' it i5 primar data 7hi*h 7a5 *olle*ted 7ith help of a b dire*t feedba*8 from the *u5tomer.
SECONDARY DATA"
& ha9e al5o *olle*ted the 5e*ondar data for re5ear*h 7or8' 7hi*h & ha9e ta8en from BS!2 A&E2 internal re*ord5' trade and bu5ine55 publi*ation5' and 9ariou5 5ite5 related to BS!2 and Airtel.
ANALYSIS AND INTERPRETATION OF DATA
Summar of the 5ur9e module for the Ba5i* (6ireline) At Mandi in Hima*hal @rade5h.
1rom the abo9e table it *an be *learl be 5een that airtel i5 dominating in all the *a5e5 in 7ireline 5er9i*e5' 7hi*h mean5 that mo5t of the *u5tomer5 are 5ati5fied 7ith the airtel 7ire-line5.
&n *a5e of 7irele55 al5o' airtel again 7in5 the ra*e of being the dominator. hi5 i5 mainl be*au5e airtel on regular ba5i5 in*rea5e5 it5 frequen* 7idth 7hi*h pro9ide5 the *larit in tal8ing 7ithout an hurdle5.
ableK 3 Summar of the 5ur9e module for (broadband) in the Mandi di9i5ion.
1rom the abo9e figure5 it *an be 5een that both the net7or85 gi9e5 a head to head *ompetition to ea*h other. Both the net7or85 en+o the po5iti9e re5pon5e5 from the *u5tomer5.
I+':'*3+ K 1rom the information abo9e it *an be 5aid that mo5t of the re5pondent5 are *on*erned 7ith the *all rate5 and 5pe*ial plan5 pro9ided b an tele - operator. he gi9e a *lo5e 7at*h to the5e t7o *ategorie5 in order to adapt the be5t plan 7ith the lea5t *o5t in9ol9ed in it.
?K Are ou 5ati5fied 7ith the 5er9i*e5 7hi*h our operator pro9ide5Y
C63' e5pondent5
Y, "%
N3 >%
I+':'*3+" Mo5t of the re5pondent5 are 5ati5fied 7ith their u5er net7or8
7here the di5 - 5ati5fa*tion i5 >%L. he main rea5on for their di55ati5fa*tion i5 the after 5ale 5er9i*e5 7hi*h the earlier promi5e at the time of pu r*ha5e.
"K 6hi*h are the 5our*e5 of information that made ou opt for the pur*ha5eY
I+':'*3+ " 1rom the table abo9e it *an be 5een that ma+orit of the
re5pondent5 are 5ati5fied 7ith their pre5ent net7or85 a5 the are 5ati5fied 7ith their feature5 and plan5 and tele operator5 ha9e a*hie9ed in a large e:tent to 8no7 the requirement5 of the people.
$K 6hi*h fa*tor do ou 5ugge5t the *ompan 5hould la empha5i5 to enhan*e it5 5ale5Y
C63' ualit feature5 1eedba*8 Ad9erti5ement *ampaign After 5ale 5er9i*e5
R,:3+7+, <% 3% ;? 3?
I+':'*3+" u5tomer5 7ant an impro9ement in the after 5ale 5er9i*e and
ea5 feedba*8.
FINDINGS" o
6ith the help of data *olle*ted and meeting 7ith the people in MA!D& di9i5ion' the re5pon5e 7hi*h & get from the people i5 that the are mo5tl 5ati5fied 7ith the 5er9i*e5 of airtel. hi5 i5 mainl be*au5e of hurdle5 free net7or8 7hen & a58ed about it5 *hara*teri5ti*5. @eople 7ant the *leart in net7or8. A5 MA!D& i5 a region 5urrounded 7ith the mountain5' it be*ome5 diffi*ult for mo5t of the operator5 to full adapt to the *ondition5 in the MA!D& region. But airtel *on5idering all 5u*h diffi*ultie5' tried in better 7a to 5ati5f the lo*al people of MA!D&. @eople *an en+o a good *ommuni*ation net7or8 all around the 7orld 7ith out an interferen*e or net7or8 problem.
o
BS!2 on the other hand i5 al5o a 9er good 5er9i*e operator in tele *ommuni*ation Gone. &t ha5 en+oed a good re5pon5e for the la5t fe7 ear5' but unable to 8eep it5 dominan*e at the top be*au5e of time *on5uming fa*tor5 in adopting the BS!2 net7or8. &t al5o ha5 high *harge5 in *a5e of *ertain *a5e5 7hi*h ha5 re5ulted in the 7ithdra7al of net7or8 b the people. Earlier there 7a5 a 7ire line telephone in ea*h and e9er hou5e of BS!2. But for the la5t fe7 ear5 mo5t of the people ha5 di5
*onne*ted the BS!2 net7or8 due to the fi:ed *harge5 7hi*h the people ha5 to pa 7hether the ma8e a *all or not.
o
Another problem 7ith the BS!2 i5 the ea5 re*harge' people ha5 to go to the di5tan*e pla*e5 to refill their BS!2 net7or85. And it i5 not ea5il a9ailableJ on the other hand it i5 not the *a5e 7ith the A&E2 Operator5.
o
ariou5 plan5 7hi*h the A&E2 pro9ide5 to it5 *u5tomer5 en+o the good feedba*8 from the people be*au5e the5e plan5 are made a**ording to the requirement5 of the people and dont ma8e a hea9 burden on their po*8et. On the other hand it i5 not the *a5e 7ith BS!2J people are di55ati5fied 7ith the high *harge5 of BS!2.
o
hrough the data *olle*ted it *an be 5een that both the net7or8 en+o5 the good net7or8 7ith out an hurdle5. So 5till both the5e net7or85 gi9e5 a tough *ompetition to ea*h other
SUGGESTIONS"
a8ing both the net7or85 into *on5ideration' & 7ant to 5ugge5t that BS!2 5hould *ome up 7ith the ne7 plan5 to gain the po5iti9e attitude of the people.
BS!2 ha5 to under5tand the need5 of the people' 7hat the a*tuall 7ant5' and 7hat i5 their attitude to7ard5 their net7or8' a regular feedba*8 5hou ld be ta8en on time to time ba5i5 about their performan*e in tele *ommuni*ation 7orld.
A5 BS!2 i5 a go9ernment o7ned net7or8' it ha5 to 5tart thin8ing a **ording to the *hanging en9ironment in the tele *ommuni*ation 7hi*h & thin8 i5 de*lining a5 more and more pri9ate plaer5 are entering into thi5 5e*tor.
A&E2 being at the top 5hould *on*entrate on the unne*e55ar *harge5 the *ut from their net7or8 holder5.
A&E2 ha5 alread entered into the . digitaliGation' 5o & 7ill al5o 5ugge5t the BS!2 to ma8e a qui*8 entr into thi5 field in order to *apture the more mar8et 5hare.
LIMITATION
Due to limited 5pan of time' fe7er re5pondent5 7ere ta8en into *on5ideration.
Due to le55 information about the5e t7o operator5' man people ga9e the mi5leading re5pon5e5.
Due to la*8 of litera* le9el in Mandi region' diffi*ult ari5ed in *olle*ting the a**urate re5ult5.
A *o5t *on5traint 7a5 al5o their in *olle*ting the rele9ant data.
CONCLUSIONS K 6ith the help of data *olle*ted' and through m o7n under5tanding and +udgement' & 7ant to *on*lude that both the operator5 are doing a great +ob in bringing the people *lo5e through their net7or85. Both the operator5 are en+oing the good re5pon5e from their fa9oured *u5tomer5. Both the5e net7or85 are gi9ing a 5tiff *ompetition to ea*h other and other plaer5 in the mar8et. Both the net7or8 pro9ide5 their 5er9i*e5 in ea*h and e9er part of &ndia and ma8ing a tremendou5 effort in *onne*ting the people from the 7hole 7orld. A5 the en9ironment i5 *hanging' and people are be*oming more *on5*iou5 about the 5er9i*e5 7hi*h are being pro9ided b different operator5' 5o it be*ome5 the re5pon5ibilit of the operator5 to meet their demand5 a**ording to their adaptabilit. BS!2 ha5 not et entered into the .. digitaliGation' 5o the time ha5 *ome for it to ma8e an entr into thi5 field. al8ing about the *u5tomer 5ati5fa*tion in 9ariou5 plan5 pro9ided b both the5e net7or85' & 7ant to *on*lude that mo5t of the *u5tomer5 are di5 5ati5fied 7ith the 5er9i*e5 offered b the BS!2 5o it5 the high time for the BS!2 to qui*8l *hange the gear in pro9iding the be5t 5er9i*e5 to it5 *u5tomer5. A&E2 5hould 8eep the good momentum a5 before and *ome up 7ith the late5t plan5 7hi*h more attra*t the *u5tomer5.
BIBLIOGRAPHY K BOOKSK
EO!OM& &!D&A (<%;<-;3)
O!S/ME BEHA&O/ (T.ASH6AHA@A' <%;<-;3)
@&!&@2ES O1 MATE&! (.B./@A <%;<-;3)
&EBSITES K
777.airtel.in
777.b5nl.*om
777.*nn.in
UESTIONNAIRE
Dear e5pondent' hi5 5ur9e 7ill help u5 in under5tanding the *on5umer beha9iour and al5o in ma8ing a *omparati9e anal5i5 of tele net7or85. &t 7ill onl ta8e ?-;% minute5 of our time.
(i*8 the appropriate one) !ame
ZZZZZZZZZZZZZ
Age
ZZZZZZZZZZZZZ
;K 6hat i5 our profe55ionY (a) @rofe55ional
(b) Student
(*) Ser9i*eman
(d) Bu5ine55man
(b) A&E2
&f an other plea5e 5pe*ifZZZZZZZZZZZZZZZZ
3K Ho7 long ou ha9e been 7ith our net7or8Y (a) %-; ear
(b) ;-3 ear
(*) 3-? ear
(d) More than ? ear
>K 6hat influen*e ou to ma8e a pur*ha5eY (a) Brand &mage (*) @lan5 feature5
(b) @ri*e (d) all rate5
(e) 1un*tional @erforman*e
?K Are ou 5ati5fied 7ith the 5er9i*e5 7hi*h our operator pro9ide5Y (a) 0e5
(b) !o
"K 6hi*h are the 5our*e5 of information that made ou opt for the pur*ha5eY
