INTRODUCTION:

The Indian Mobile Telephony Market The Indian telecommunications industry is one of the fastest growing in the world. The industry has witnessed consistent growth during the last year on the back of rollout of newer circles by operators, successful auction of third-generation (3G) and broadband wireless access (BWA) spectrum, network rollout in semi-rural areas and increased focus on the value added services (VAS) market. The number of telephone subscribers in India increased to 861.48 million at the end of April 2011 from 846.32 million at the end of March 2011, thereby registering a growth rate of 1.79 per cent, according to the data released by Telecom Regulatory Authority of India (TRAI). With this, the overall teledensity (telephones per 100 people) in India reached 72.08 at the end of April 2011 from 70.43 in the previous month. Meanwhile, Indian Global System of Mobile Communication (GSM) telecom operators added 9.53 million subscribers in May 2011, taking the all-India GSM cellular subscriber base to 590.19 million, according to Cellular Operators' Association of India (COAI). The GSM subscriber base stood at 580.66 million at the end of April 2011. Value-Added Services (VAS) Market Mobile value added services (VAS) include text or SMS, menu-based services, downloading of music or ring tones, mobile TV, videos and sophisticated m-commerce applications. As per a report, India Telecom 2010 released by KPMG in December 2010, currently, the VAS market is worth US$ 2.45 billion-US$ 2.67 billion, which is around 10 per cent of the total revenue of the wireless industry. The share of VAS in wireless revenue is likely to increase to 12-13 per cent by 2011, on the back of increased operator focus on VAS due to continuous fall in voice tariffs, increasing penetration of feature rich handsets, availability of vernacular content and increased user adoption of VAS applications. Major Investments The booming domestic telecom market has been attracting huge amounts of investment which is likely to accelerate with the entry of new players and launch of new services. According to the Department of Industrial Policy and Promotion (DIPP), the telecommunications sector which includes radio paging, mobile services and basic telephone services attracted foreign direct
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investment (FDI) worth US$ 1,062 million during April-October 2010-11. The cumulative flow of FDI in the sector during April 2000 and October 2010 is US$ 9,993 million. As per an industry report the telecom industry witnessed merger and acquisition (M&A) deals worth US$ 16.60 billion during April-December 2010, which represented 28.26 per cent of the total valuation of the deals across all the sectors during the period analyzed. There were 10 inbound, outbound and domestic M&A deals in the telecom sector during the first nine months of the current fiscal. The biggest M&A deal in the sector was made by telecommunications service provider Bharti Airtel through the acquisition of Zains African mobile services operations in 15 countries. The deal involved a transaction of US$ 10.7 billion. In another deal, Bharti Airtel acquired 100 per cent stake of Telecom Seychelles Ltd for US$ 62 million. Other major M&A deals included the acquisition of 95 per cent stake in Infotel Broadband for US$ 1,032.26 million by Reliance Industries and 26 per cent stake of US-based mobile chipmaker Qualcomms Indian arm for US$ 57.72 million by Indias Tulip Telecom and Global Holding. Further, India-based GTL Infrastructure Ltd has bought 17,500 telecom towers of Aircel Ltd. for US$ 1,702.95 million. Going Global In March 2010, Bharti Airtel bought the African operations of Kuwait-based Zain Telecom for US$ 10.7 billion, driving the Indian player into the league of top ten telecom players globally. The Reserve Bank of India (RBI) has liberalized the investment norms for Indian telecom companies by allowing them to invest in international submarine cable consortia through the automatic route. In April 2010, RBI issued a notification stating As a measure of further liberalization, it has now been decided to allow Indian companies to participate in a consortium with other international operators to construct and maintain submarine cable systems on co ownership basis under the automatic route. The notification further added, Accordingly, banks may allow remittances by Indian companies for overseas direct investment. Telemedicine With increase in cell phone users to around 700 million and introduction of 3G services soon in the country, remote treatment and diagnosis of patients through mobile phones would become a reality in the near future. In fact, a few telecom operators and value-added service developers are planning to use mobile phones for diagnostic and treatment support, remote disease monitoring, health awareness and communication.
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The Gujarat health department plans to connect all villages through its telemedicine network. The state government has so far expanded the reach of telemedicine services from 53 villages in 2008 to 453, and hopes to cross 500 villages soon. Jay Narayan Vyas, state health minister, said First thing we plan to do is to start the 104 service over the phone. People can call up and talk to paramedics in call centers who can suggest the primary action to be taken in case of any health emergency. Also, they would be able to suggest generic and over the counter drugs. 3G Services The Department of Telecom has taken the pioneering decision of launching of 3G services by BSNL and MTNL and initiation of process for auction of spectrum for 3G services to private operators. Allocation of spectrum for 3G and BWA services was done through a controlled simultaneous, ascending e-auction process. All the 71 blocks that were put up for auction across the 22 service areas in the country were sold, leaving no unsold lots. Auction for 3G spectrum ended on May 19, 2010 after 183 rounds of intense bidding over a span of 34 days. The Government is expected to morph revenue worth US$ 14.6 billion. All the available slots across 22 circles have been sold to seven different operators. A pan-India bid for third generation spectrum stood at US$ 3.6 billion. The Anil Ambani led Reliance Communication bagged the highest number of 13 circles at a cost of US$ 1.9 billion, followed by Bharti Airtel in 12, Idea in 11 and Vodafone and the Tatas in nine circles each, according to the Department of Telecommunications. MTNL and BSNL will have to pay US$ 1.42 billion and US$ 2.2 billion respectively. 3G spectra have already been allotted to successful bidders for commercial use on September 1, 2010 as per the timelines indicated in the Notice Inviting Application (NIA) and in the Letter of Intent issued after the bid amounts were deposited. The 3G spectrum has been allotted to AirTel, Aircel, Vodafone, S Tel, Reliance, Idea Cellular and Tata Cellular Services who won the bids through the electronic auction spread over a period of 34 days in respect of 3G and 16 days in respect of BWA. The BWA spectra have also been assigned to the successful bidders which are Aircel, Augere, Tikona, Qualcomm, Infotel and Bharti. 3G & BWA spectrum would enable users to have value added services like video streaming, mobile internet access, higher & faster data downloads.

Manufacturing The Indian telecom industry manufactures a vast range of telecom equipment using state-of-the-art technology. As per a press release by the Ministry of Communications & Information Technology, the production of telecom equipments in value terms is expected to increase from US$ 10.87 billion during 2008-09 to US$ 11.87 billion in 2010-2011. Favourable factors such as policy moves taken by the Government, incentives offered, large talent pool in R&D and low labor cost can provide an impetus to the industry. Exports increased from US$ 89.24 million in 2002-03 to US$ 3 billion in 2009-10 accounting for 26 per cent of the total equipment produced in the country and it is expected to increase to US$ 3.33 billion in 2010-11. Meanwhile, telecom regulator TRAI has released a consultation paper on Encouraging Telecom Equipment Manufacturing in India seeking views of stakeholders for promoting research and development (R&D) and manufacturing of telecom equipment in the country. The consultation paper issued on December 28, 2010 aims at discussing, debating and finalising measures for promotion of R&D and creation of intellectual property as well as manufacture of telecom equipment and electronic components in India. Further, the Indian mobile handsets market continued to grow in the third quarter 2010 as well to record a quarter-on-quarter growth of 3.6 per cent to touch 40.08 million units in the quarter, according to market intelligence firm IDCs India Quarterly Mobile Handsets Tracker. The year 2010 is expected to end with total mobile handset sales of 155.9 million units. The study further showed that the Finnish handset maker Nokia had the largest share of 31.5 per cent in terms of units shipped during the third quarter of 2010. Nokia was followed by the Chinese brand GFive in terms of unit shipments market share and Korean handset manufacturer Samsung occupied the third slot. According to a report by technology researcher Gartner Inc, India ranks fourth in manufacturing telecom equipment in the Asia-Pacific (Apac) region. The country has a 5.7 per cent share of the regions total telecom equipment production revenue of US$ 180 billion in 2009. We expect India to move up to the third spot (after China and South Korea) with a share of 8.5 per cent of the total (estimated) Apac telecom equipment production revenue of US$ 277 billion by 2014, Gartner said. The firm estimates Indias telecom equipment production revenue to grow at a

CAGR of 17.1 per cent to reach US$ 22.6 billion in fiscal 2014. India will be the fastest growing telecom equipment production market in the Apac region over the next five years, it predicts. Rural Telephony The rural Telephone connections have gone up from 3.6 million in 1999 to 12.3 million in March 2004 and further to 200.77 million in March 2010. Their share in the total telephones has constantly increased from around 14 per cent in 2005 to 32.75 per cent at the end of October 2010. The rural subscribers have grown to 243.04 million at the end of October 2010. The wireless connections have contributed substantially to total rural telephone connections; it stands at 233.95 million in October 2010. During 2010-11, the growth rate of rural telephones was 21.05 per cent as against 18.69 per cent of urban telephones. The private sector has contributed to the growth of rural telephones as it provided about 84.27 per cent of rural telephones during October 2010. The government plans to connect all revenue villages in India either through landline, mobile or WLL by February 2011. We have already connected about 96 per cent of the revenue villages. The remaining 25,000 villages will have connectivity by February 2011, stated Mr Sachin Pilot, Minister of State for Communications and IT. Further, the Government, under Bharat Nirman II Programme, has envisaged providing broadband coverage to all 250,000 Gram Panchayats by 2012. Policy Initiatives The government plans to formulate a comprehensive National Telecom Policy 2011 including the recognition of Telecom as infrastructure and as an essential service, encouraging Green Telecom, steps to accelerate migration from IPv4 to IPv6 at the earliest, release of IPv6 standards by Telecom Engineering Centre for implementation in the country, etc., as per a press release by the Ministry of Communications & Information Technology. Further, the government plans to take concrete steps towards finalisation of National Broadband Plan including strategy for implementation and initiation of steps for roll out of optical fibre. The government has taken many proactive initiatives to facilitate the rapid growth of the Indian telecom industry. In the area of telecom equipment manufacturing and provision of IT-enabled services, 100 per cent FDI is permitted
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No cap on the number of access providers in any service area. In 2008, 122 new Unified Access Service (UAS) licences were granted to 17 companies in 22 services areas of the country

Revised subscriber based criteria for allocation of Global System of Mobile Communication (GSM) and Code Division Multiple Access (CDMA) spectra were issued in January 2008 To provide infrastructure support for mobile services a scheme has been launched to provide support for setting up and managing 7,436 infrastructure sites spread over 500 districts in 27 states. As on December 31, 2009, about 6,956 towers had been set up under the scheme

According to the Consolidated Foreign Direct Investment (FDI) Policy document, the FDI limit in telecom services is 74 per cent subject to the following conditions:

This is applicable in case of Basic, Cellular, Unified Access Services, National/ International Long Distance, V-Sat, Public Mobile Radio Trunked Services (PMRTS), Global Mobile Personal Communications Services (GMPCS) and other value added Services

Both direct and indirect foreign investment in the licensee company shall be counted for the purpose of FDI ceiling. Foreign Investment shall include investment by Foreign Institutional Investors (FIIs), Non-resident Indians (NRIs), Foreign Currency Convertible Bonds (FCCBs), American Depository Receipts (ADRs), Global Depository Receipts (GDRs) and convertible preference shares held by foreign entity. In any case, the Indian shareholding will not be less than 26 per cent

FDI up to 49 per cent is on the automatic route and beyond that on the government route. FDI in the licensee company/Indian promoters/investment companies including their holding companies shall require approval of the Foreign Investment Promotion Board (FIPB) if it has a bearing on the overall ceiling of 74 per cent. While approving the investment proposals, FIPB shall take note that investment is not coming from countries of concern and/or unfriendly entities

The investment approval by FIPB shall envisage the conditionality that the Company would adhere to licence Agreement FDI shall be subject to laws of India and not the laws of the foreign country/countries

Future prospect Telecom Indian mobile (wireless telecom) subscriber base to cross 1 billion by March 2012. Indian wireless telecom market is witnessing unprecedented growth mainly driven by cheaper call rates, availability of low cost affordable mobile handsets and increasing purchasing power of Indian consumer led by robust economic growth. Since, December 2009, Indias mobile market is adding on an average 19 million new customers every month. The trend is likely to continue in coming years as well mainly due to expansion of mobile telephony in rural market and rising trend of having more than one mobile connection among urban subscribers. Moreover, presence of 14 players in highly competitive telecom market is fuelling volume growth as each player is desperately trying to expand its market presence in order to achieve sustainable scale. Expansion of recently launched 3G services would also help the market to grow. However, majority of 3G additions are expected to come as upgrade of 2G connection with concentration in urban areas. Continuing recent trend, rural markets would continue to outperform urban areas in coming years. Under penetration of rural markets, improving quality of life in rural are as and rising awareness of rural customer coupled with initiatives from the Indian government to increase penetration of communication services in rural areas are key drivers for the market. As a result, Indias wireless subscriber base would cross 1 billion by March 2012 from 771 million in January 2011. This would translate into 83% of overall wireless tele-density. Out of 1 billion mobile subscribers, urban market would constitute approximately 630 million customers with 175% wireless tele-density while rural market would expand to about 370 million subscribers with 45% wireless tele-density

MTNL History of Mahanagar Telephone Nigam Limited(MTNL) From 1st April 1943, the control of the Telephone system in Calcutta, Madras(Chennai )and Bombay which is now known as (Mumbai) was taken over directly by the Indian Posts and Telegraphs Deptt. In 1985, Indian P & T was bifurcated and the control of Telephone has been transferred to DOT (Department Of Telecom.) MTNL was set up on 28th February, 1986 by the Government of India to upgrade the quality of telecom services, expand the telecom network, introduce new services and to raise revenue for telecom development needs of India's key metros . Delhi, the political capital and Mumbai, the business capital of India. and also the telecommunications board of the Department of Telecommunication. The DOT (Department of Telecom) services transferred all its assets in these two circles to MTNL. MTNL incorporated as a Public Limited Company under the Companies Act, 1956. MTNL has been set up to take over the management, control and operation of Delhi Telephone District (Excluding public telegraph service) and Mumbai Telephone District of the Department of Telecommunications and to plan, establish, develop, provide, operate and maintain all types of telecommunication services including Telephone, telex, wireless, data communication, telemetric and other like forms of communication. MTNL has been licensed to operate cellular services in National Capital Region (NCR) of Delhi (including its four satellite towns of Ghaziabad, NOIDA, Faridabad & Gurgaon) and Mumbai (including Navi Mumbai & Thane). MTNL Mumbai currently provides an almost complete spectrum of telecom services like Basic telephones, Mobile Cellular services ISDN lines, leased lines etc. There are 124 telephone exchanges in Mumbai serving 957 sq Km of the city, with an installed capacity of over 2 million lines. There are also 41,491 public call offices in Mumbai.

MTNL being a service organization is reaching out to its customers with a customer-focused strategy for better information about customer profiles. MTNL has recognized that IT is the key to future business success. In the past 23 years, the company has taken rapid strides to emerge as India's leading and one of Asia's largest telecom operating companies. Besides having a strong financial base, MTNL has achieved a base subscriber of 8.06 million as on 31 st March 2009.The company has also been in the forefront of technology induction by converting 100% of its telephone exchange network into the state-of-the-art digital mode. MTNL has became 100% electronic.

The Govt. of India currently holds 56.25% stake in the company. MTNL shares are traded in all of the stock exchanges in the country. MTNL got listed at New York Stock Exchange on 06/11/2001, One more connection that brings more transparency in its operation. In 2002-2003 TRAI adjudged MTNL as "Best Telecom Service Provider" and 2003-2004 MTNL becomes No 1 Internet service provider in Delhi and Mumbai. June 2009 MTNL is the first telecom company in Mumbai and Delhi to introduce the 3G Mobile Internet Service in the market which will offer speeds up to 3.6Mbps and 7.2 MBPS, the data upload speeds will be up to 384 Kbps. The deployment of the 3G Mobile Internet Service by MTNL supports the operators leadership in the competitive market of Mumbai.

MTNL VISION Vision for Tomorrow Become a total solution provider company and to provide world class telecom service at affordable price. Become a global telecom company and to find a place in the Fortune 500 companies. Enter into and expand new services viz. Long distances, Cellular mobile, Internet and IN services and development of telecom software. Become the largest provider of private networks and leased lines. Venture into other areas in India and abroad on the strength of our core competency.

Mission Statement To remain market leader in providing world class Telecom and IT related services and to become a global player. The Main objectives and aims of MTNL. (1) To upgrade the quality of telecom services (2) To expand telecom (3) To raise necessary financial resources (4) To provide new telecommunication services, particularly needed by the business community and public administration such as Cellular Mobile Radio Telephone, Radio Paging, Facsimile Videotex, Teletex, Electronic Mail etc. (5) To invest in Human Resource Development (6) To organize and dovetail the training programs. (7)To fund R&D projects which will help MTNL in introducing technology, understanding customer needs, trying out and indigenizing new technologies. (8) To diversify in other areas for providing telecom services at national and international levels. (9) To provide latest technology and services to the customers.
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MTNL Various Services 1. Internet Services 2. Broadband Internet Access services ADSL Cable TV, through strategic alliance Internet for all Global Roaming Virtual Private network Premium Internet Service E-commerce enabling services, by setting up of Payment Gateway & Certification Gateway Unified Messaging

3. Mobile Internet services Internet Services via Mobile phone with up to 9.6 Kbps bandwidth E-commerce Global Roaming High speed Mobile Internet services

4. IP based Voice services. 5. IP Services in PSTN Call waiting Internet Busy Call Competition Internet Busy

6. International Gateway Leasing Services 7. Internet Exchange Connectivity Services 8. Expansion of Managed leased line data Services

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9. ATM Services LAN Emulation ATM Bearer Service High speed video conferencing Distance Learning & Telemedicine Bandwidth on demand Video on Demand

As the environment changes towards the increasing and unrestricted competitiveness, MTNL is geared up with the new challenges ahead and entered as the third mobile service provider in the name MTNL Launched its GSM Service under the Brand Name in Mumbai using GSM

900 / 1800 MHz band technology on 27th February, 2001 and Prepaid Service under the Brand Name of has been launched simultaneously in Mumbai & Delhi on 14/01/2002.

MTNL's

&

services are very popular among Mumbaikars and there has been an

ever growing demand for these services. MTNL growth in GSM has been significant during recent past and they poised for big jump in this segment. MTNL have started unique loyalty scheme for MTNL customers where they are offering free Trump Mobile connection to all existing MTNL customers. They are currently focusing on providing more and more value added service to our mobile customers. MTNL has re-branded GPRS/EDGE services as MTNL Mobile Internet service where users can send/receive emails and browse the internet along with a host of other features. However DoT is all set to play pro-government and wants to give a headway to BSNL,

MTNL to offer high-value 3G services like video calls, music downloads and games. MTNL introduce the 3G Mobile Internet Service in the market and launched 3G HSDPA (High Speed Down link Packet Access) card will support data download speeds which will offer a speeds up to 3.6MBPS and 7.2 MBPS, the data upload speeds will be up to 384 Kbps. MTNL has the Data services for residential and enterprise customers of its in Mumbai and Delhi. and GSM Mobile service

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Mahanagar Telephone Nigam Ltd wants to use its upgraded network to offer data services first to its subscribers. It is a up gradation of the MTNL existing network from 2G to 2.5G to 2.75G and now finally with 3G. MTNL is assisted by Motorola in the network upgrade. MTNL would use 3G spectrum to offer enriched voice calls and voice based services since value added services (VAS) provision would make them incur huge expenses. Currently, VAS contributes 9% on an average to telecom operators revenues. The VAS industry has recorded revenue of Rs 6,000 crore, an increase of 31.12% in FY 2008-09 from Rs 4,576 crore in FY 2007-08. MTNL wants its customers to get a feel of 3G's capabilities. There is a commercial tariff plan announced, and the registration has started after the commercial launch in June 09 MTNL 3G HSDPA service comes at Rs.149 per month with Free Data Usage of 60 MB.The new Prepaid or Postpaid customers have to buy a new HSDPA Trump/Dolphin SIM starter kit. The MRP of this SIM kit is Rs.300. The normal SIM kit life cycle as applicable to Trump customers will be applicable to HSDPA Prepaid SIM kit also. Presently MTNL 3G HSDPA network of Mumbai is available in Cuffeparade, Fountain, Cooperage, City , Mazagaon, Mandvi, Worli and Dadar areas. 3G Network is also available from Prabhadevi to Mulund on Eastern Express Highway andPrabhadevi to Airport on Western Express Highway of Mumbai. The network is being upgraded every day by addition of new towers and will cover entire Mumbai in a phased manner. The details of upgrading of network will be conveyed regularly by SMS to customers

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Area of operations of MTNL Mumba

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SWOT ANALYSIS Strength : 1. High on cash and established infrastructure 2. Enjoys large consumer base in New Delhi, Mumbai 3. Being a Govt. company, it enjoys a strong reliability among users 4. First to introduce 3G services at low prices 5. Cheapest tarrif rate; Lowest international calling rates. 6. Gets opportunity to be innovative first mover advantage

Weakness : 1. Poor marketing and weak implementation 2. Bureaucratic organizational structure 3. Lack of quality advertising 4. Low brand loyalty and poor customer service Opportunity : 1. Fast expanding cellular market 2. Latest and low cost technology 3. Untapped urban market 4. Value added services 5. Better connect with customers through ads and service centres Threats : 1. Competitors low price offering 2. Saturation point in Basic telephony service 3. Mobile Number Portability

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MTNL's Subscriber Base In Wire line and Wireless Services

Net Addition in Jan. 10 8,766 21,626 30,392 Net Addition in Feb. 11

Jan. 11 Mumbai Delhi Total

Landline 19,17,636 15,45,252 34,62,888

Garuda 1,47,929 1,37,559 2,85,488

GSM 26,73,259 24,79,572 51,52,831

TOTAL 47,38,824 41,62,383 89,01,207

Addition segment wise GSM 14,188 23,398 37,586

LL -2,667 -1,506 -4,173

Garuda -2,755 -266 -3,021

Feb. 11

Landline

Garuda

GSM

TOTAL

Mumbai Delhi Total

19,13,868 15,44,531 34,58,399

1,44,854 1,37,398 2,82,252

26,83,348 24,95,268 51,78,616

47,42,070 41,77,197 89,19,267

3,246 14,814 18,060 Net Addition in Mar. 11 11,363 6,420 17,783 Net Addition in Apr. 11 2,669 -26,123 -23,454 Net Addition in May. 11 3,083 37,043 40,126

Addition -segment wise Garud GSM LL a 10,089 -3,768 -3,075 15,696 -721 -161 25,785 -4,489 -3,236

Mar. 11 Mumbai Delhi Total

Landline 19,17,537 15,46,432 34,63,969

Garuda 1,42,400 1,31,344 2,73,744

GSM 26,93,496 25,05,841 51,99,337

TOTAL 47,53,433 41,83,617 89,37,050

Addition -segment wise GSM LL Garuda 10,148 3,669 -2,454 10,573 1,901 -6,054 20,721 5,570 -8,508

Apr. 11 Mumbai Delhi Total

Landline 19,13,549 15,10,109 34,23,658

Garuda 1,38,692 1,37,276 2,75,968

GSM 27,03,861 25,10,109 52,13,970

TOTAL 47,56,102 41,57,494 89,13,596

Addition -segment wise GSM LL Garuda 10,365 -3,988 -3,708 4,268 36,323 5,932 14,633 40,311 2,224

May. 11 Mumbai Delhi Total

Landline 19,08,747 15,37,268 34,46,015

Garuda 1,36,065 1,37,068 2,73,133

GSM 27,14,373 25,20,201 52,34,574

TOTAL 47,59,185 41,94,537 89,53,722

Addition -segment wise GSM LL Garuda 10,512 -4,802 -2,627 10,092 27,159 -208 20,604 22,357 -2,835

Source: www.coai.com, Telecomtrakindia & MTNL Intranet

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A bird eye view on 3G services

3G Wireless (Definition) 3G stands for the third generation of wireless communication technology. It refers to pending improvements in wireless data and voice communications through any of a variety of proposed standards. The immediate goal is to raise transmission speeds from 9.5K to 2M bit/sec. What is 3G? A radio communications technology that will create a "bit pipe" for providing mobile access to internet-based services. It will enhance and extend mobility in many areas of our lives. In the near future, mobility won't be an add-on: it will become a fundamental aspect of many services. We'll expect high-speed access to the internet, entertainment, information and electronic commerce (e-commerce) services wherever we are - not just at our desktop computers, home PCs or television sets. 3G services will add an invaluable mobile dimension to services that are already becoming an integral part of modern business life: Internet and Intranet access, video-conferencing, and interactive application sharing Introduction into 3G Mobile telephony allowed us to talk on the move. The internet turned raw data into helpful services that people found easy to use. Now, these two technologies are converging to create third generation mobile services. In simple terms, third generation (3G) services combine high speed mobile access with Internet Protocol (IP)-based services. But this doesnt just mean fast mobile connection to the world wide web. Rather, whole new ways to communicate, access information, conduct business, learn and be entertained - liberated from slow, cumbersome equipment and immovable points of access.

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Distinguish between 2G, 2.5G and 3G Features Phone calls/fax Global roaming Send/receive large email messages Speed - High-speed Web Navigation/maps Videoconferencing TV streaming Electronic agenda meeting reminder Voice mail Time to download 3 mins mp3 song 10 kb/sec 31-40 mins 64-144 kb/sec 6-9 mins 144KB-2MB/sec 11sec-1.5 min 2G 2.5 G 3G

What will 3G mean to users? With access to any service anywhere, anytime, from one terminal, the old boundaries between communication, information, media and entertainment will disappear. Services will truly converge. "Mobility" will be offered with many services that we currently regard as "fixed" indeed, Mobile operators believes that mobility will become the norm for many communication services. Well be able to make video calls to the office and surf the internet, or play interactive games with friends at home - wherever we may be. But 3G is not just about applications that require high speed data rates. Its about convienience and speed of access.

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3G: what's new? 3G is designed to deliver: A wide range of market-focused applications Long-term market-driven creativity, an innovative value chain and real user benefits, driving genuine market demand Advanced, lightweight, easy-to-use terminals with intuitive interfaces Instant, real-time multimedia communications Global mobility and roaming A wide range of vendors and operators, offering choice, competition and affordability High-speed e-mail and Internet access

Advantage of 3G

3G mobile service supports high data rate hence it makes feasible following services since: Video calling- Customers can watch and talk simultaneously using the 3G mobile services of MTNL as if they are making face to face conversation.

Internet connectivity - For smartphones and laptop. The customer can have the HSDPA data card with MTNL 3G USIM and can enjoy the broadband like speed in 3G coverage area. . Remote Video Monitoring - The customer can monitor their office place or production site while sitting at other place using this services simply using your mobile set. Elders in the family or Children at home can also be taken care by using this service.

Multimedia services - such as sharing of digital photos and movies via wireless means Videos and music downloads
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Real-time multiplayer gaming Enhanced emergency and location-based services Low-latency push-to-talk and push-to-video message services Mobile email "Very few people are now using personalized radio services on 3G as they are not aware of it. With personalization of radio, the mobile phone can become 'poor man's I-pod',"

The user can use the mobile device for a wide variety of value added services such as credit cards, access control, medical services, data terminal, voice terminal, work tool, photo cameras, membership cards, financial management, travel tickets, funds transfer and location-based services such as tracking family, children and vehicles.

3G Jadoo TARIFFS IN Mumbai Prepaid Tariffs 3G Video Call Plans followed by Data plan

SIM 10 with FRC 91 SIM 10 with FRC 145 SIM 10 with FRC 301

SIM 10 with FRC 53 SIM 10 with FRC 62 SIM 75

SIM KIT

MTNL (Mumbai & Delhi) Other Local STD ISD

1p/ 2 sec 1p/sec 1p/sec

20p/min 50p/min 75 p/min Rs 30/ min

90p/min 90p/min Rs 1.30/min

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3G Data Packs

3G 99

3G 250

3G 450 Rs 450

3G 750 Rs 750

3G 1650

3G 2500

3G 4500

MRP

Rs 99

Rs 250

Rs 1650

Rs 2500

Rs 4500

Free Data

130 MB Rs 12

500 MB Rs 14

1 GB

2 GB

Unlimited

Unlimited Unlimited

Free Talk Value Free Video calls to Local MTNL

Rs 16 50 min 30 days

Rs 18 75 min 30 days

96p

Rs 20

98p

Nil

25 min

Nil

150 min

Nil

Validity

30 days

30 days

30 days

60 days

180 days

3G Prepaid Combo Pack MRP Talktime Free SMS Free Data Validity for Free SMS & Data Rs 298 Rs 250 250 (Local & National) 125 MB 30 days

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Postpaid Tariffs 3G Video Call Plans Local/STD/ISD voice calls and SMS Video Call Rates Local Video calls To MTNL Network To other local STD Video calls ISD Video Calls Data Charges (local and roaming) Rs 0.60/min Rs 0.90/min Rs 0.90/min Rs 30/min 1p/10 KB As per the existing Dolphin tariff plan

3G Data Plans

3G Data Plans3G Fixed monthly charges(Rs.) Free Data Usage Free Local Video Calls (Own N/W) Validity

3G 99 99 130 MB Nil 30 days

3G 250 250 500 MB 50 min.

3G 450 3G 750 3G 1650 450 1 GB 100 min. 750 2 GB 150 min. 1650

3G 2500 3G 4500 2500 4500

Unlimited Unlimited Unlimited

Nil

300 min. Nil

30 days 30 days 30 days 30 days

60 days

180 days

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Overview on Competition Airtel 3G Bharti Airtel Limited is a leading global telecommunications company with operations in 19 countries across Asia and Africa. The company offers mobile voice & data services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for enterprises and national & international long distance services to carriers. Bharti airtel has been ranked among the six best performing technology companies in the world by BusinessWeek. Bharti airtel had over 211 million customers across its operations at the end of January 2011 On May 18, 2010, 3G spectrum auction was completed and Airtel will have to pay the Indian government 12,295 crore (US$2.74 billion) for spectrum in 13 circles, the most amount spent by an operator in this auction. On 20 September 2010, Bharti Airtel said that it has given contracts to Ericsson and Huawei India, Nokia Siemens up

Networks (NSN)

Technologies to set

infrastructure for providing 3G services in the country. These vendors will plan, design, deploy and maintain 3GHSPA (third generation, high speed packet access) networks in 13 telecom circles where the company has won 3G licenses. While Bharti Airtel has awarded network contracts for seven 3G circles to Ericsson India, NSN would manage networks in three circles. Chinese telecom equipment vendor Huawei Technologies has been introduced as the third partner for three circles. On January 24, 2011, Airtel launched 3G services in Bangalore, Karnataka - its largest circle by revenue. With this launch, Airtel became the third private operator (fifth overall) to launch its 3G services in the country following Reliance Communications and Tata Docomo. On January 27, 2011, Airtel launched 3G in Chennai and Coimbatore. Airtel plans to cover 1,500 cities across 13 circles by the end of March 2012. The company, which has 3G licenses for 13 circles, is also in talks with other service providers to roll out the services in the remaining 10 circles as part of its roaming offerings. Airtel had about 3 million 3G subscribers as of May 2011.
23

Airtel 3G Tariffs

Pack Type

Maximum Service Charge Prepaid

Rs.8 Rs 61

Free Data

Validity

Data Browsing charges

Postpaid
10 MB 65 MB 1 day 3 days Post expiry of free data usage, browsing charges of 30p/20KB will apply Post expiry of free data

Sachet Rs.41 30 min 1 day usage, browsing charges of Rs3/min will apply

Rs.101

Rs.100

100 MB 30 days Post expiry of free data

Standard

Rs.201 Rs.450 Rs.750

Rs.200 Rs.450 Rs.750

250 MB 30 days 600 MB 30 days 2 GB 30 days

usage, browsing charges of 30p/20KB will apply

After 1.25GB, VBC of 2p/100KB upto a max shield FlexiShield Rs.675 Rs.675 1.25 GB (amount) of Rs 2000. Post hitting the shield value, enjoy free unlimited browsing at 20Kbps speed, validity 30 days.

Volume Based Charging Packs

Rs.18 0 20 days 15p/20KB

3G Value Pack
Rs.20 0 0 0 30 days 15p/20KB 30p/20KB

Pay as you go 0

Video Call

5p/sec , valid on Local, STD & Roaming

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Vodafone 3G Vodafone Essar, formerly Hutchison Essar, is a cellular operator in India that covers 23 telecom circles in India. It is based in Mumbai. Joined the 3G Club along with Airtel, Aircel, Tata Docomo and BSNL, India's second largest telecom provider - Vodafone had announced the launch of its 3G services in India . Vodafone announced various 3G plans according to the needs of the users. Vodafone 3G services would be available for both prepaid and post-paid customers. The existing Vodafone users can avail the 3G services by activating it through a 3G compatible phone. Vodafone 3G services will offer Mobile TV, video calls, web browsing through computers or laptops, high-speed downloading etc. Vodafone claimed that video calls on Vodafone 3G network does not use data channels rather accesses voice channels. Thus, it would be more beneficial for customers as their bills will be according to the number of minutes spoken multiplied by the rate per minute. List Of Vodafone 3G enabled States Mumbai Delhi & NCR Kolkata Gujarat Chennai Maharashtra and Goa (except Mumbai) Tamil Nadu (except Chennai UP(E) West Bengal (except Kolkata) Haryana Andhra Pradesh West Bengal (except Kolkata) Haryana Kerala Andhra Pradesh
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Vodafone 3G Tariffs Mobile Internet Plans Recharge Amount 102 376 850 1250 500 997 Free Usage(MB) 100 500 3 GB 5 GB 500 MB + 500 (Local + STD) Mins + 500 SMS 1000 MB + 1000 (Local + STD) Mins + 1000 SMS 30 30 30 30 30 30 Validity (Days)

Mobile Broadband Plans Recharge Amount 650 855 1255 3255 4250 6250 Free Usage (MB) 1 GB 3 GB 5 GB 6 GB 18 GB 30 GB Validity (Days) 30 30 30 180 180 180

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RELIANCE 3G

Reliance

Communications

Limited (commonly

called RCOM)

is

major

Indian

telecommunication company headquartered in Navi Mumbai, India. It is the 16th largest operator in the world with more than 128 million subscribers. RCOM, founded by Dhirubhai H Ambani (1932 2002), is the flagship company of the Reliance Anil Dhirubhai Ambani Group. The Reliance Anil Dhirubhai Ambani Group currently has a net worth in excess of 64,000 crore (US$13.6 billion), cash flows of 13,000 crore ($2.8 billion), and a net profit of 8,400 crore ($1.8 billion). The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National Stock Exchange Limited. The Global Depository Receipts and Foreign Currency Convertible Bonds are listed

onLuxembourg Stock Exchange and Singapore Stock Exchange respectively. On 19 May 2010, the 3G spectrum auction in India ended. Reliance Communications paid 5864.29 crores for spectrum in 13 circles. On 5 November 2010, RCom became the second private sector telecom company (fourth overall) to launch 3G services in India, with a 4 city launch. On 11 June 2010, the broadband wireless access (BWA) spectrum auction in India ended. However, RCom said that it exited the broadband wireless access (BWA) auction a week before, after auction prices significantly exceeded its business case estimates. They are planning to focus o n broadband wireless through 3G-ready pan India CDMA. RCOM has 3G spectrum for 13 circles. RCOM also said that they prefer LTE standard offering a single evolution path for both, CDMA & GSM networks, and that the WiMAX ecosystem has weakened after WiMAX operators like Clearwire and Yotamoved to LTE.

27

Reliance 3G tariffs Reliance 3G Basic Monthly Data Plans (Post paid Prepaid) MRP Rs. 100 Rs. 399 Rs. 649 Rs. 899 Rs. 1499 Rs. 2100 Default Data Charges or Pay As you Go Free Data Usage (Home & Roam) 100 MB 500 MB 1 GB 3 GB 10 GB 21 GB 10p/10 KB up to first 50 Mb and after that 1p/10 KB

28

Price War

29

Project Proposal 1. Name Vikas Shere (Div A Roll No 52) 2. Contact no -9867571383 3. Company Name MTNL 4. Date of Joining -- 02 / 05 / 2011 5. Name of our Project Guide in the company Mr. K.P. Ravindra 6. Title of the Project Research on existing 3G market and Penetration of MTNL 3G JADOO 7. Objective a. To understand The 3G offerings of MTNL. b. Find out the Market Penetration of MTNL 3G Services. c. Measurement of Awareness Level of MTNL 3G Offerings. d. Competitive Analysis of entire 3G Market. e. To examine the perception level of people towards different brand in Wireless Internet Services. f. Brand tracking and Brand Awareness for MTNL in regard to the competition in the Market.

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Structure Step 1 Worked on the objective and the approach for the project. Also researched about the other brands of the 3G market, their pricing and promotions strategy. Step 2 After taking a birds eye view about the 3G market our next step was to decide on the structure of the survey to be taken. The main mission of our survey was to understand the market penetration of 3G services and the reason for their low usage. We as a team went through some books to understand in brief the steps to be taken to conduct the market research which helped us to understand the topic more appropriately. (Bibliography) Business Research Methods by William G. Zikmund (Indian Edition) Research Methodology (Methods and technique) by C.R.Kothari (Second Edition) Research Methodology By Micheal Vaz (Mcom Part 2)

Step 3 Prepared a Questionnaire for the survey and conducted a dry run or pilot survey with various questionnaires that were prepared by our team members. The first step of Pilot study was done with the help of friends and relatives which helped us to understand which aspects of the research should be concentrated more which ultimately gave us a fair view about our final questionnaire. Step 4 We sent the results of the pilot study and the format of our final questionnaire to our Managers (Ravindra Sir ) for approval. They suggested some changes which were taken into consideration and the final questionnaire was made. We all got divided into different teams to conduct Survey of the customers who are MTNL users and of Random Customers who uses other service Providers service.

31

After field work of conducting survey all members of our team had brain storming and figured out all the strategies to be used for data analysis and presentation.

METHODOLOGY Introduction Customer satisfaction measurement is a systematic process for collecting customer data (e.g. surveys, audits, etc.), analyzing these data to make it into actionable information, driving the results throughout an organization, and implementing satisfaction improvement plan. Thus, customer satisfaction measurement (CSM) is a management information system that continuously captures the voice of the customer through the assessment of performance from the customers point of view Such measurement could be made by using any of the following methods: Surveys Formal and informal feedback from customers Use of customer account data Complaints

Customer satisfaction measurement will enable you to Understand how customers perceive your organization and whether your performance meets their expectation. Identify PFIs (priorities for improvement) areas where improvement in performance will produce the greatest gain in customer satisfaction Set goals for service improvement and monitor progress against a customer satisfaction index Benchmark your performance against other organization Increase profits through improved customer loyalty and goodwill

The organizations process for requesting, measuring and monitoring feedback of customer satisfaction and dissatisfaction should provide information on continual basis. It should address

32

conformance to requirements, meeting needs and expectations of customers, as well as price and delivery of product.

The methodology used in this project is been refine and to generate a detailed database on the customer satisfaction level for the brand MTNL 3G Jadoo.

Determine Survey Objectives

Exploratory Research

Plan Sampling and Data collection

Design of Questionnaire

Actual Survey

Data Refining and Analysis

Recommendation and Implementation Plan

33

Determine Survey Objectives In our first meeting with our respected supervisor MR. Ravindra, the problem areas of MTNL 3G Jadoo were discussed. This was followed by a detailed study of the 3G market and preparing the questionnaire for existing customers of MTNL and non existing customers We as a team did a full-fledged study on the problem which are as follows: The usage of data per customer was constantly low or even falling in many cases. India being a price sensitive market the number of new users in our portfolio was not increasing at a good rate.

So taking the above points into consideration we came up with the following objectives: Understand the current scenario of 3G service in India. To examine the behavior of MTNLs current customers , regarding the usage pattern of MTNL 3G Jadoo in their routine life. Primary reason for using 3G. How MTNL can prepare marketing plans to serve the customers more appropriately. Bottleneck for MTNL 3G services

Exploratory Research It included following steps

Survey design:

The study is a cross sectional study because the data were collected at a single point of time. For the purpose of present study a related sample of population was selected on the basis of convenience and judgmental sampling

Sample Size and Design

A sample of 75 people was taken from the customer data base who had subscribed to the MTNL services and sample of 225 people who uses any mobile services. Total sample size was 300

Research Instrument:

34

The research is carried out through self-administered questionnaires. The questions included were open ended, dichotomous and offered multiple choices.

Design of Questionnaire

The questionnaire was prepared for two Purposes. 1. For interviewing 75 MTNL users. 2. For interviewing 225 Random Users from the market. Firstly we contacted our sample size via phone for an appointment to conduct a personal interview for the survey.If that wasnt possible because of any limitations we conduc ted a telephonic interview to understand the satisfaction level as well as usage pattern of customers. Secondly we collected samples by visiting to malls, shopping areas, caf coffee day etc. to get 225 random sample in areas of south Mumbai, Suburbs and Central Mumbai to find out the awareness of MTNL 3G jadoos most affordable 3G rates as compared to other operators in Mumbai. Data Refining and Analysis Data refining and data analysis being the key area of any survey so it becomes a priority of any manager to have a sound technique both mathematical and graphical to come up with a concrete findings. The data was analyzed by using suitable & mathematical techniques. The technique that we have used is bar graphs & pie charts are as follow. Our Target Group which were of 300 users (75 MTNL user and 225 Random) can be broadly divided into 2 category that is, The focused group of 75 MTNL users Random Group of 225 people who can be a user of any service provider including MTNL

35

Results from the Survey:

Demography of Customers Interviewed 1. Sample Size = 75 MTNL Users

36

The above graph represents the demographic data of 75 focused MTNL users. Out of 75 respondents there were 47 males and 28 females. There were 27 people whose age was above 40 where as 24 were from age group of 31-40, 16 from 25-30 group and only 8 belongs to 20-24 group. Considering Monthly household income majority of people i.e. 22 people had income between 30k to 40k where as 17 had 40k-50k, 13 belongs to 20k-30k group, 13 from above 50K, 6 from 10k20k and only 4 people had income below 10k.

37

2. Sample Size = 225 Random Users

38

The above graph represents the demographic data of 225 Random users. Out of 225 respondents there were 132 males and 93 females. There were 26 people whose age was above 40 where as 36 were from age group of 31-40, 72 from 25-30 group and only 91 belongs to 20-24 group. Considering Monthly household income majority of people i.e. 75 people had income between 30k to 40k where as 41 had 40k-50k, 46 belongs to 20k-30k group, 21 from above 50K, 34 from 10k20k and only 8 people had income below 10k.

Most preferred parameter in mobile internet - Speed

Majority of the users want a high speed internet access on their phone. There were 2 questions that led us to this conclusion. What according to you is a satisfactory speed for mobile internet?

39

What do you look for in a mobile internet connection?

majority of users voted for speed as the first preference among Speed, Affordability and Reliability. The answers to these questions indicated that users were inclined for a faster internet service.

A faster speed comes with an extra price however, users were apprehensive paying for the expensive 3G service.

40

Limited 3G users Out of 200 respondents there were only 42 respondents that use 3G on their phone. This was due to many factors and presumably one being the fact that 3G was officially launched by leading operators only 6 months ago.

New users are not willing to try out 3G because of its cost. Many users are satisfied with the current GPRS/Edge plans.

Among MTNL users we found that only 9 users out of 90 who use MTNL 3G. A few concerns arises after looking at the stats: MTNL was the first player to enter the 3G segment in Mumbai.

MTNL has the most economical 3G services as compare to its competitors.

Though the above 2 facts fall in favour of MTNL it still fails to meet the mark set by new mobile operato

41

Demographics

3G & SEC A relationship Out of the very few 3G users (MTNL and non MTNL) it was interesting to observe that a vast majority chunk of 3G users were people who belonged to SEC A. Out of the 42 respondents 35 respondents had monthly household income of more than 40 thousand.

Demographics of MTNL users There were a total of 90 MTNL users. Mostly belonging to SEC B and SEC C. Another important thing to note is that most of the MTNL users belonged to the age group of 35+.

42

Hindrance for 3G Jadoo

3G jadoo has not been very successful and here are a few possibilities for the same. Slow speed 0 Network issues 4 Expensive 0 Other 0 NA 170

Possibility 1: Scarcity of SEC A MTNL usersssssssss The stats above suggest that a user belonging to SEC A is more likely to subscribe to 3G services

than a person belonging to the preceding class. However, MTNL does not have many users belonging to SEC A which is why most of them either cannot afford it or they dont have a high end mobile device to support 3G.

Possibility 2: Poor network. 4 out of 9 users expressed dissatisfaction for MTNL 3G jadoo. All 4 blamed it on Network issues

Possibility 3: Lack of marketing. There were many respondents who did not even know that MTNL provides 3G services. MTNL should strengthen their marketing strategies to build a place among the minds of people

43

Findings

Out of 225 respondents there are 33% Vodafone users, 22% Airtel users where as there are 6% MTNL users. Majorly people who has monthly household income above 20000 uses internet on their mobile phones 109 people out of 225 believes that greater than 512 kbps speed is satisfactory for mobile internet Around 53% people give rank 1 to speed whereas around 35% people give Rank 1 to affordability and around 73% people gave Rank 3 to Brand value. There are 76% people who are yet to try 3G because it is expensive, so they become the potential customers for MTNL. 51% of respondents replied that they would like to try out MTNL 3G jadoo since it is most economical. 32% of 3G jadoo users are satisfied with service where as 47% are dissatisfied with customer service and 31% are dissatisfied with network. Around 90% are aware about 3G offering because of heavy marketing from Vodafone and Airtel, MTNL can capitalize on this to attract customers on the basis of speed and affordability of MTNL 3G Jadoo.

There are 43% of respondents who are not aware about MTNL 3G Jadoos economical tariffs

44

Recommendations Definition: That which recommends, or commends to favor; anything procuring, or tending to procure, a favorable reception, or to secure acceptance and adoption; as, he brought excellent recommendations.

After all our finding we recommended certain views as follow. As many people do not know that MTNL provide cheapest 3G services and they want to try out 3G, We propose MTNL to increase the awareness among people. Most of the people feel that speed is most important then 2nd is affordability then 3 rd is brand value. We suggest that MTNL should do more marketing about its speed and affordability. Most of the people complained about network and customer services, MTNL should provide more support to the customer complaints MTNL should consider setting up an outlets across city to respond to customer querys and to increase the sales. Aggressive Marketing. Proper segmentation of customers.

45

Suggestions for MTNL 3G jadoo

Let us take the suggestions in the order of possibilities causing hinderance. Suggestion 1: Bring in SEC A users MTNL has a huge customer base using MTNL triband and landline connections. Many of them belong to SEC A. Since MTNL has a good reputation, it can draw in SEC A customers using other MTNL services.

Suggestion 2: Improve network MTNL should consider setting up more number of cell towers to improve its network efficiency. Suggestion 3: Marketing Findings suggest that speed and affordability are the most important elements that one looks for in a mobile internet connection. Considering this, MTNL should spruce up its marketing strategies to bring in more awareness.

Suggestion 4: Customer service Many existing MTNL users have expressed their dissatisfaction with the customer service. Customer complaints should be handled more effectively. Relationship centers across the city to respond to customer concerns can be worthwhile. Suggestion 5: Give away free SIM MTNL is more popular and well known for fixed line phones and broadband services. The existing users of these can be targeted by providing them a free 3G enabled SIM card.

46

Conclusions MTNL along with BSNL were the first players to enter the 3G segment in India. As a government owned company they were in possession of the 3G spectrum much before the spectrum was sold by auctioning to the private owned companies like Airtel, Vodafone, Idea etc. Until Feb 2011 the only way a user could benefit from 3G high speed internet access was by enrolling with MTNL. Reports however suggest that some private companies have more number of active 3G users than MTNL. This comes as a surprise because private companies that launched 3G services almost 2 years after MTNL have already exceeded the MTNL mark within a matter of months. MTNL has been considered as a poor mans choice which is why many SEC A people refrain themselves from opting for MTNL. The 3G services are definitely economical but the existing users find that expensive too. Since MTNL is fortunate enough to be capable of providing 3G service in a metropolitan city it should work towards warding away stigmas attached to it. 3G evolution (pre-4G) The standardization of 3G evolution is progressing in both 3GPP and 3GPP2. The corresponding specifications of 3GPP and 3GPP2 evolutions are named as LTE and UMB, respectively. 3G evolution uses partly beyond 3G technologies to enhance the performance and to make a smooth migration path. A 4g network is in the pipe line, capable of speeds of 100Mbit/s while moving and 1Gbit/s stationary. This however will not see the light of day until at least four, or even eight years time when they have the right equipment to use it. By that stage, bandwidth will be all around us t o take advantage of. WiMAX is a telecommunications technology that provides wireless transmission of data using a variety of transmission modes, from point-to-multipoint links to portable and fully mobile internet access. The technology provides up to 72 Mbit/s symmetric broadband speed without the need for cables. This makes WiMAX a technology of choice as a backhaul for 3G, especially in a country like India where villages are far flung and isolated.

47

ANNXURE 1 Questionnaire 1. Which mobile operator are you currently using?

2. Do you use internet on your phone?

3. Do you use internet on your laptop?

4. What do you look for in a mobile internet connection? (Give preference from 1 to 3, 1 being the highest) Speed Affordability Brand value

5. What according to you is a satisfactory speed for mobile internet? 128 kbps 256 kbps 512 kbps >512 kbps Not Sure ( 30 seconds to load email inbox ) ( 15 seconds to load email inbox ) ( 8 seconds to load email inbox ) ( less than 5 seconds to load email inbox )

6. Which according to you is the best mobile internet service provider?

48

7. Are you aware of the 3G services?

8. Have you tried or do you use 3G high speed internet on your mobile or laptop?

9. Are you Satisfied with current mobile internet services?

10. If not, then why?

11. . Are you aware that 3G jadoo from MTNL provides the most affordable 3G services?

ss12. Having come to know economical high speed 3G tariffs from MTNL would you ever want to try out MTNL 3G Jadoo?

13. If not, then why?

14. If you are using MTNL 3G Jadoo then are you satisfied with the 3G services from MTNL?

15. If not, then why?

49

Bibliography Business Research Methods by William G. Zikmund (Indian Edition) Research Methodology (Methods and technique) by C.R.Kothari (Second Edition) Research Methodology By Michal Vaz (Mcom Part 2) www.coai.com, Telecomtrakindia & MTNL Intranet www.mtnlmumbai.in
http://www.ibef.org/industry/telecommunications.aspx

******* Thank You ******

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