A TERM PAPER ON IMPACT OF VALUE ADDED SERVICES IN CHOOSING AN OPERATOR IN TELECOM INDUSTRY (A SURVEY)

SUBMITTED IN THE PARTIAL FULFILLMENT OF DEGREE OF MASTER OF BUSINESS ADMINISTRATION (I SEM)

DEPARTMENT OF MANAGEMENT STUDIES

FACULTY OF COMMERCE AND MANAGEMENT STUDIES J.N.V. UNIVERSITY, JODHPUR 2012-2014

Supervised by: Prof. KalpanaMathur

Submitted by: VeenaBhagchandani (M.B.A. I Sem)

CERTIFICATE

DEPARTMENT OF MANAGEMENT STUDIES, JAI NARAIN VYAS UNIVERSITY, JODHPUR (RAJ.) 2012-2014

This is to certify that term paper entitled IMPACT OF VALUE ADDED SERVICES IN CHOOSING AN OPERATOR IN TELECOM INDUSTRY(A survey) is submitted by Miss. VeenaBhagchandani of I semester in partial fulfillment of M.B.A. degree course. The student has sincerely completed the Term paper in our institute. This work was prepared under my guidance and supervision.

Place: Jodhpur Date:

Prof. KalpanaMathur DMS, JNVU,Jodhpur

ACKNOWLEDGEMENT

I believe that behind the ascend of each and every student lie not only the relentless urge to work hard but also the guidance and inspiration of their guide and other helpful people.

With a deep sense of gratitude I would like to thank each and every person who has contributed towards the successful completion of term paper.

I owe a special thank to my Term Paper guide Prof. KalpanaMathur for providing me the minute intricacies and helping me throughout.

Sincere thanks to the workforce of D.M.S., Jai NarainVyas University, Jodhpur, for their kind and timely support and cooperation.

VeenaBhagchandani

M.B.A., I SEMESTER

CONTENTS
Introduction Service provider in telecom industry Objectives Research methodology Data analysis and interpretation Findings Suggestion Conclusions Annexure questionnaire bibliography

INTRODUCTION
A value-added service (VAS) is popular as a telecommunications industry term for non-core services, or in short, all services beyond standard voice calls and fax transmissions. However, it can be used in any service industry, for services available at little or no cost, to promote their primary business. In the telecommunication industry, value-added services add value to the standard service offering, spurring the subscriber to use their phone more and allowing the operator to drive up their ARPU. Mobile Value Added Services (MVAS) are those services that are beyond the basic voice service and are availed by the end user. They are used as a differentiation tool and allow operators and vendors to develop a cost effective stream of revenue VAS services contribute to about 7% of the total telecom revenue for Indian operators.The mobile VAS industry in India has been estimated at 926 million USD at the end of 2007.Non voice revenues have been increasing since 2000 driven by SMS (including P2P and A2P*), contributing over 55% of the total revenues in 2006 . Over the last three years the % share of revenues coming from SMS is on a decline as other services gain prominence, however SMS, Ringtones, and Voice VAS will continue to be the highest revenue generating services. Types of Mobile VAS :Mobile VAS can be classified into three broad heads, based on the nature of the service offered by each Entertainment VAS - Entertainment VAS is the most popular form of VAS and designed for mass appeal. Such services provide entertainment during leisure time. Example - Jokes, Bollywood Ringtones & games.

Information VAS - Information VAS provides useful information to the end user and is sent mostly through SMS. E.g. Information on sports, movie tickets, news, banking productivity services like missed call information, user request for information on other product categories like stocks, real-estate, education, media etc. mCommerce VAS (Transactional services) - Transactional VAS services allow the user to conduct transactions through their mobile phones. These services have just started coming up in India and are not available in basic handsets. Example: Buying movie tickets or train tickets through the mobile phone, money transfer through mobile phones etc.

DIFFERENT TYPES OF VALUE ADDED SERVICES AVAILABLE

VAS IN INDIA
India has 771 million or 77.1 crore mobile subscribers as of January 2011. Thus, roughly two- thirds of Indian population now owns a mobile phone. The face of the Indian telecom industry is changing very rapidly and with the market the competition is also increasing at the same speed. The service providers are looking for the new innovations so that they can lead the competition. The value added services is also a new feature, which the service providers are offering to their retained and new customers. A value-added service (VAS) is popular as a telecommunications industry term for non-core services, or in short, all services beyond standard voice calls and fax transmissions. There are vibrant software and media industries, and a strong tradition of entrepreneurship that have already created a rich community of VAS developers in India. Yet despite this, mobile VAS in India appears to lag behind most other countries, even when compared with other developing markets, leading to a 'VAS Vacuum'. There are possibly three main reasons for this vacuum

First, the mobile operators have focused mostly on acquiring customers in the urban areas where VAS has not been needed or used as a differentiator.

Secondly, SMS usage in India is much lower than in other developing markets, perhaps a function of low literacy rates, and probably inversely correlated with high voice usage.

Finally, the late release of 3G spectrum and licenses may also mean that operators have not yet devoted the resources to develop VAS applications, which usually happens when at least one player starts actively to push its 3G network. But as the Indian market enters its next phase of growth, with new players, new spectrum, intensified urban market competition, mobile Value Added Services may become an important part of the operators product mix.

GROWTH OF INDIAN TELECOM INDUSTRY

The Indian telecom industry is one of the fastest growing in the world and India is projected to become second largest telecom market globally by 2010. This has helped the VAS Industry in India to come out of its infancy. Even the global economic slowdown has done less to affect its growth. The mobile VAS market has grown by around 60% year on year and is estimated to touch INR 251 billion in FY 2009-10. This trend is expected to increase in future, as VAS services will become a major revenue source for telecom operators in India. This becomes critical, as the Average Revenue Per User (ARPU) for telecom operators is decreasing despite the overall increase in consumer base. The growth in tier 2-3 cities has helped increase the overall consumer base of mobile services in India but this has created problems of its own. Currently companies working in VAS segment are facing challenges like high cost of VAS, limited availability of content in local language(s) and non-availability of enough high-end mobile phones. These challenges will still not affect the growth of VAS in India due to factors like increase in awareness of VAS, increased subscriber base, introduction of 3G services and increased focus on m-Commerce. This report forecasts VAS Market size over the period of 2009-13. This report maps VAS under various categories. The report also profiles two major industry players and has a comprehensive list of all well known players in this segment. The report is designed to help: - VAS companies in identifying market potential, competitive landscape and need gaps in their service offerings - Telecom companies in identifying the right VAS vendors - Media and Entertainment companies in identifying the market potential for their media content(s) - Companies looking for organic or in-organic growth in VAS market in India - Companies looking to enter in Indian VAS market - Investment banks, venture capitalists who are looking to invest in VAS market in India

COMPANIES WHICH PROVIDE VAS IN INDIA

FUTURE OF VAS IN INDIA

The future implementation of MVAS in India will encompass several new and exciting areas such as mobile internet, location-based services, and regional content-based services. Maturity of the MVAS market also will give impetus to the market for M-commerce applications in India. Favorable government policies and advances in technology are encouraging providers across the MVAS value chain to explore innovative ways to address the mobile telephony needs of India's rural population. Going Rural: Next big drivers for VAS growth would be from tier-2 and tier-3 cities. Semi-urban and rural consumers want services like voice enabled services, commodity prices, astrology, etc, which is of their taste and they find it useful.

Personalization of content and device: For many subscribers, the mobile phone has gone on to becoming an extension of their persona. VAS service portfolio includes full-motion videos, mobile TV/video, multi-player online games, wireless teleconferencing, and Mcommerce.

Wider portfolios and integration: along the value chain could improve MVAS revenues of content aggregators/providers. Handset manufacturers are joining players across the MVAS value chain to come up with enhanced products. MVAS is the one of the major means of differentiation which both telecom handset providers (like Nokia) and service providers (like Airtel) heavily depend upon for revenue generation.

Downloading Content: New downloading methods becoming more and more popular. 800,000 people are registered users to PassaParola In Italy, an application that allows users to browse through a database for mobile content and can directly download it to their mobile phones. Thus originally a B2B industry, MVAS providers would soon sell directly to consumers.

INDIAS TELECOM MARKET AND VAS BACKGROUND

India's telecom market is experiencing explosive growth
Crossed 217 mn subs by Oct 07 with net adds of nearly 8 mn subs / month over last 4 months Despite continued record growth over last 12 months, only 23% of 1.1 bn population owns a phone There are 6-7 telcos operating in each of 23 license areas. Airtel, Reliance, Vodafone & BSNL, who are "the Big 4" have 74% market share. Growth is expected to continue and even accelerate, reaching a projected 496 mn mobile subs by 2010 Near term outlook shows a continuing focus on acquiring new low end customers. Improved regulatory structure has lead to increased competition, and operators aggressively tailoring strategies to acquire customers across all segments by making mobile services more affordable and increasing coverage Prepaid users comprise over 85% of total subs and over 95% of net new additions, further adding to the impact of tariffs on falling ARPU Almost half of Indian mobile subs use low cost handsets and this is expected to increase further with new additions Further innovation in entry-level handsets and call tariffs will continue to drive growth Operators will need to look at alternative revenue streams like VAS as they mature Traditional VAS has been primarily SMS-based, with Bollywood and Cricket the largest content drivers VAS services contribute approx 7% of total wireless telecom reve nues for Indian operators Total market size of VAS was USD 678 mn in 2006, projected to touch USD 926 mn at the end of 2007 Most VAS services are provided over SMS, IVR and WAP. Revenue growth has been driven by SMS (including P2P, A2P, P2A), contributing over 55% of total VAS revenues in 2006 Bollywood & cricket remain the killer content, whether for SMS alerts, ringtones / CRBT, games, wallpapers, etc. Rural applications initiatives have launched in pilots, and are likely to grow quickly in le ss developed geographies because of the willingness to spend on services which enhance livelihood.

WHAT BENEFITS CONSUMER GETS FROM VAS?

The focus of the qualitative analysis was to identify the factors which influence the usage and adoption of mobile value added services. Identification of Factors that Drive the Usage of VASFrom the focus group discussions around 10factors have been identified are possible drivers for adoption of mobile VAS by consumers as explained below:

1. The fun element

A majority of the respondents when asked to talk about mobile value added services spoke about entertainment VAS - music, music download, ringtones, jokes, games, podcasts, movie clips etc all of which fall under the entertainment VAS category.

2. Accessibility to business/work
There is a wide variety of Mobile VAS applications which help people access their business or office work when they are not in office or while in transit. With business and economy burgeoning in India more and more people find it convenient to remain connected with their work or business at all points of time. Some examples of such services quoted by respondents are Microsoft office applications in mobiles, e-mails, web browsing, applications for services like sales data track, retail planner etc. Thus accessibility to business/work was identified as one of the factors for the increased consumption of VAS.

3. Spending time
Mobile value added services is one of the best and easiest possible means to while away time,Also most VAS services provide entertainment or timepass options for short periods. There are times when people have to wait for a short span of time while in a queue or waiting to take a bus etc with nobody to accompany them. It is in such times where such VAS services can become extremely useful. Sometimes people might also get stuck in a place where there are no sources of entertainment; with VAS it is possible to entertain oneself during that time.

4. Information access
Although information is available everywhere, through all possible kinds of media, information 24/7 can only be accesses through the mobile. However most respondents have expressed their irritation towards receiving mobile spam messages. It is not only necessary to provide information but more importantly it is necessary to provide relevant and to the point information.So information access through VAS can be both a positive and a negative factor towards the adoption of VAS in a consumer's life.

5. Staying connected
Being connected with friends or family at all times is something which every individual craves for. However it is always not very cost effective to call up or talk with loved ones more often. Also sometimes people find it easier to communicate a message through SMS than calling up. VAS is a cheap means to indulge in a conversation with friends or close ones at all points of time through SMS, MMS, chatting, emails etc. VAS helps in staying connected in a cost effective way.

6. Brand of VAS used

Sometimes VAS usage depends on the brand of VAS one is comfortable with. However since VAS penetration is not so pronounced in India, awareness of such VAS brands is also not very high. In the focus group discussions the male respondents were more aware of VAS brands available in the market than the females.

7. Affordability
VAS provides a huge bouquet of services at very affordable unit prices. Affordability is not only about being charged a nominal amount for using, it is also about being able to try new services. The price affordability of VAS motivates customers to explore newer VAS services. However respondents belonging to SEC B also believe that even if the unit price is less, since we have started using more and more VAS services daily; the overall spend towards VAS has increased considerably.

8. Mobile handset brand preferred

In the focus group discussion many respondents associated better VAS services to the mobile brand they were using. Most respondents found it more comfortable to avail VAS services in Nokia handsets than any other brand of cell phone.

9. Status Symbol
Not being a mass product yet in India, value added services aids to the status symbol of an individual. Especially the younger generation feels that they look trendy' and cool' in front of their friends while using mobile value added services. Most males feel themselves more informed and technologically more advanced if they are a regular user of VAS services. Also sometimes possessing something or being informed about something that friends/peers don't know of becomes a means to show off or boast in front of others

10. The service provider used

Respondents strongly believed that VAS services were more cost effective if used with their preferred service provider like BSNL, Airtell etc. Thus the brand of service provider preferred also influences the consumption of VAS.

VAS ADVANTAGES
As more number of telecom player are looking upto VAS as a possible means of a high revenue generation, following are the advantages value added services can provide to telecom operators:

Revenue Growth - Value added services open up new ways to generate revenue. These can be in the form of services ranging from mobile broadband, applications, entertainment, location based services to productivity tools. In addition, VAS can create niche revenue streams from advertising or machine-to-machine services, helping expand the overall Indian market.

Customer Acquisition - VAS also provides an opportunity to acquire customers through unique and differentiated offerings. These can be aimed at capturing additional higher-end customer segments, or targeted with innovative new services suited to the needs of overlooked customer segments. In addition, selected 'headline grabbing' services can help operators enhance their brand as an innovative player.

Customer Retention - As the Indian market matures, including the advent of mobile number portability, churn is becoming an increasing problem. Experience in other countries indicates that the more services a customer uses, the lower their propensity to churn. Hence, VAS can be used to increase customer loyalty, particularly if services are priced to encourage usage.

ECONOMIC FACTORS
Booming economy
India has maintained its position as the secondfastest growing major economy after China with the Indian telecom market experiencing phenomenal growth. (having crossed 217 million subscribers by October 2007[16]) The booming Indian economy has increased job opportunities and spending power of an average Indian, resulting in higher disposable income and faster acceptance of new technologies like value added services.

FDI Investment
With the FDI limit raised from 49% to 74%. the Indian economy registered 11% rise in FDI in the telecom sector, thus recording robust growth during period 2008-2009[17]. A lot of US companies have invested heavily on VAS services players which has further increased the bouquet of VAS services offered to the consumers.

Asset Deficit Charge

According to the Asset Deficit charge set up by the Indian government all operating companies would have to share a revenue percentage with the government for having used government infrastructure in places not accessible to them with an aim to promote better infrastructural facilities in the rural areas to support more subscribers and better connectivity. This has increased the VAS penetration in the rural areas.

Consumer Factors
Increased comfort level with basic mobility services.

LIMITATION OF THE STUDY

The study based on survey through pre-designed questionnaires suffers from the basic limitation of the possibility of difference between what is recorded and what is the truth, no matter how carefully the questionnaire has been designed and field investigation has been conducted. This is because the person may not deliberately report there true responses and even if they want to do so, there are bound to be differences owing to problems in the communication process in addition there are some limitation, which are as follows:

1. Data collection error may be there due to wrong response from respondents as some time they are not right person who takes actual decisions. 2. Due to cost and human element is involved, project area was limited. 3. Some people do not want to give right information due to some constraints. 4. Some time people do not have time to fulfill questionnaire, so they give only few information. 5. As per knowledge data was collected and analyzed, error may be there. 6. Some of the respondents can hide the real information.

RESEARCH METHODOLOGY
Survey research was undertaken. Face to face interviews were conducted.

Primary Data:
primary data will be collected with the help of closed and open ended questionnaire.

Sample Size:
sample size 20 Sample Design: Impact of value added services in choosing a operator in telecom industry

Area of Research:
Jodhpur

Sampling Technique:
random sampling

Secondary data:
secondary data have been collected from magazines, newspapers, internet and other sources.

Statistical analysis:
the collected data were subjected to various statistical analysis for the presentation in terms of percentage, pie charts, bar graphs, etc.

Tools for measurement:

closed and open ended questionnaire.

OBJECTIVE OF RESEARCH
1) Is to know the value added services provided by different telecom companies.
2) Is to know the affect of telecom companies on consumers. 3) Is to know the best choice among the consumer in choosing the operator. 4) Is to know which age group is using what kind of brand handset and its value added services. 5) Is to know that whether people are satisfied or unsatisfied with their service provider and the reason behind. 6) Is to know the importance of value added services in their life.

DATA ANALYSIS AND INTERPRETATION

1) Which range of mobile you have? a) 2000 to 5000 b) 5000 to 10000 c) 10000 to 15000 d) Above

RANGE a)2000 to 5000 b)5000 to 10000 c)10000 to 15000 d)Above

NO OF RESPONDED 2 7 5 6 10% 35% 25% 30%

PERCENTAGE

10% 30% a=10% b=35% 35% c=25% d=30%

25%

ANALYSIS:
The above survey concluded that 10% of people choose to use a mobile with a range of 2000-5000, 35% 0f people choose to use a mobile with a range of 5000-10000 , 25% people choose to use a mobile with a range of 10000-15000 , 30% peopechooseto use a mobile with a range of 5,000-10,000 , which means people are ready to spend reasonably.

2) Which brand handset you have? a) Nokia b) Samsung c) Apple d) Any other

BRAND NAME a)Nokia b)Samsung c)Apple d)Any other

NO OF RESPONDED 7 8 4 1 35% 40% 20% 5%

PERCENTAGE

5%

20%

35% a=35% b=40% c=20% d=5%

40%

ANALYSIS:
As expected the highest rated brand which people go for is Samsung with 40%, Nokia is rated with 35%, Apple is choosen by 20% peopleand, rest brands were rated only with 5%.

3) Which service provider you have? a) Airtel b) Bsnl c) Relince d) Other

SERVICE PROVIDER a)Airtel b)Bsnl c)Relince d)Other

NO OF RESPONDED 7 5 4 4 35% 25% 20% 20%

PERCENTAGE

20% 35% a=35% b=25% c=20% 20% d=20%

25%

ANALYSIS:
The survey conducted showed that most preferred service provided is undoubtedly Airtel with 35%, Bsnl was preferred as the second choice with 25%, Reliance was preferred as the third choice with 25%, other provider were rated as 20% each.

4) Since how long you are using the same service provider? a) Less then one year b) One year c) More then one year d) More then five years

NO OF YEARS a) < 1 Year b) 1 Year c) > 1 Year d) > 5 Year

NO OF RESPONDED 2 1 11 6 10% 5% 55% 30%

PERCENTAGE

10% 5% 30% a=10% b=5% c=55% d=30%

55%

ANALYSIS: Survey conducted concluded that 55% of people are using their service provider since more then one year, 30% are using their provider more then five years , 10% of people are using it less then a year and 5% have used for a year.

5) Do you use internet pack? a) Yes b) No

INTERNET PACK a) Yes b) N0 13 7

NO OF RESPONDED 65% 35%

PERCENTAGE

35% a=65% b=35% 65%

ANALYSIS:
Survey showed that now a days people are aware of internet a value added services and 65% of people are using internet packs and 35% do not use it because they either are not aware of such services or they think it is a waste of time.

6) Do you use sms pack? a) Yes b) No

SMS PACK a) Yes b) N0 17 3

NO OF RESPONDED 85% 15%

PERCENTAGE

15%

a=85% b=15%

85%

ANALYSIS:
Study cocluded that people are highly realiable on sms packs to maintain the connectivity with people thus 85% of people use sms pack and rest 15% do not use because it add to their cost.

7) Do you use any other value added services? a) Yes b) No c) If yes then which one

NO OF YEARS a) Yes b) No c) If yes then which one 6 14 0

NO OF RESPONDED 30% 70% 0%

PERCENTAGE

30%

a=30% b=70%

70%

ANALYSIS:
Research showed that people 70% people do not use any other value added services except net and sms packs and only 30% use other value added services ike hello tunes,callertunes,mcs services etc.

8) You use value added service for :a) Entertainment b) Knowledge c) Status Symbol d) All the above

USE a) Entertainment b) knowledge c) Status Symbol d) All of the above

NO OF RESPONDED 6 4 3 7 30% 20% 15% 35%

PERCENTAGE

35%

30% a=30% b=20% c=15% d-35%

15%

20%

ANALYSIS:
Most interesting fact came out through the study is that 35% people use value added services for status symbol, 30% use these services for entertainment, 20%of people use for knowledge purpose and 15% people use it for overall work.

9) Are you satisfied with your service provider and its value added services? a) Yes b) No c) Reason

SATISFACTION a) Yes b) No c) Reason

NO OF RESPONDED 15 5 0 75% 25% 0%

PERCENTAGE

25%

a=75% b=25%

75%

ANALYSIS:
Survey disclosed that 75% of people are more then happy with their value added services and their provider because they have faith,brand name popularity and hearing of customers problem and 25%are not satisfied because of expensive cost,ignorence of consumers etc.

10) In future are you planning to port into another service provider? a) Yes b) No c) Name and give the reason

SATISFACTION a) Yes b) No c) Name and give the reason

NO OF RESPONDED 5 15 0 25% 75% 0%

PERCENTAGE

25%

a=25% b=75%

75%

ANALYSIS:
Research forecasted that 75%of people are happy with their provider and do not want to port because again the faith in the brand,time consuming process etc,25% are ready to port because they are not satisfied with their current provider cost and connectivity and they want to follow the brand chosen by their friends and family.Most of the people are wiling to port into airtel brand.

FINDINGS
In choosing a operator in telecom service provider first feature which is universally opted is the cost of provider and its connectivity which should be of best quality and second most feature is that to sort the consumers problem. - It is found that people are ready to sped 5000-10000 to buy a mobile that has latest technology . - It is found that Samsung is highest rated and used amongst youngters and nokia is used by business class because of easy accesbility . - It is found that people are now more aware of value added services like internet packs,smspacks,hellotunes,collertunes,mcsservcesetc people are using for different purpose. - It is found that only few pople are planning to port into new provider because of network problem and udated technology. - In near future telecom industries will earn more revenue as it is becoming popular day by day.

SUGGESTIONS
Service provider must consider the following points. Customers are more attracted towards better quality network Customers should be updated with the value added services by their provider so that they can choose the best plan available. Call rates should be cut down n full talktime facility should be given at cheaper price. Consumer grivience should be taken into account and solution to their problems shoulb be made soon. Better plans should be launched with varied price benefit more alternative plans should be their for consume to take a wise decision. Customers are prting because they dont have faith ,providers here should make all the possible efforts to retain their their customers and assure them to benefit and prove their loyalty towards the customers.

CONCLUSION
Telecom industry is playing a vital role in todays time as the study concluded that every age group of the society is using a mobile n amazingly almost 80% of them are aware of their value added services provided by their respective service providers.Surveyconducted disclosed that most preferred range is 500010,000.Research also showed that Samsung brand has picked up the market of telecom industry student class choose Samsung because of its latest technology and affordable price range,whereas even nokia`s market has not been droped as it is most preferred by service and professional class people as it is easy to operate. Airtel services provider is most demanded because of its good network quality and thus is rated most

demanded provider in all class of age groups.Internet has made all the more things easy,interesting and entertaining and people use internet cards.Sms cards are also rated well but internet connection and applications has replaced these sms packs to an extend. Talking about portability only 20% people want to take a switch from their current provider to anather provider mostly to airtel because they are not satisfied with their provider and its overall services like connectivity,value added services,ignorance of consumer grievenceetc.Thus remaining 80% are more then happy with their provider. Research also concluded that entertainment is the major reason of people for using these value added services .

QUESTIONNAIRE
Dear Sir/Madam I am student of DMS of JAI NARAYAN VYAS UNIVERSITY,JODHPUR and I am conducting a survey relating to my term paper on IMPACT OF VALUE ADDED SERVICES IN CHOOSING A OPERATOR IN TELECOM INDUSTRY The following questionnaire has been drafted to make me understand the behaviour of people regarding choosing a operator in telecom industry.Therefore I request you to kindly spare some time and give me the following information I asure you that the results will be kept confidential.

1) Which range of mobile you have? a) 2000 to 5000 b) 5000 to 10000 c) 10000 to 15000 d) Above 2) Which brand handset you have? a) Nokia b) Samsung c) Apple d) Any other 3) Which service provider you have? a) Airtel b) Bsnl c) Relince d) Other 4) Since how long you are using the same service provider? a) Less then one year b) One year c) More then one year d) More then five years 5) Do you use internet pack? a) Yes b) No

6) Do you use sms pack? a) Yes b) No 7) Do you use any other value added services? a) Yes b) No c) If yes then which one.. 8) You use value added service for :a) Entertainment b) Knowledge c) Status Symbol d) All the above 9) Are you satisfied with your service provider and its value added services? a) Yes b) No c) Reason .. 10) a) b) c) In future are you planning to port into another service provider? Yes No Name and give the reason ..

BIBLIOGRAPHY

http://mobile.sulekha.com/rvalue-added-services.html http://bsnl.onmobile.com:9000/bsnlvas http://www.ideacellular.com/wps/wcm/connect/home/idea/ideacellular Business today The Hindu Times of India India today