Submitted to,

Prof. Kingshuk Bhadhury

Abhishek Suryavanshi 03

Gaurav Geed 13

Kiran Adhikari 19

Megha Panth 26

Nitin Mantri 34

Rahul Jain 40

Shekhar Kankrej 49

Ali Asgar 62
What is broad band?
Broadband is an internet connection which (in India) is
at-least 256 kbps and always connected.
Broadband is often called high-speed internet, because it
usually has a high rate of data transmission.
In general, any connection to the customer of 450 Mbps
or more is considered broadband internet.
• Internet usage took off in Pune in real sense in 2005 when
BSNL the state owned telecom company under the brand
name Dataone launched its broadband services in February
2005.
• In the early days when broadband was not available the
internet subscribers were charged by the minute for dial up
internet services and a heavy user who would use the
internet 3-4 hours a day used to end up paying more then
Rs10000 per month.
• Things have changed now and most people in Pune prefer
broadband with major broadband providers in Pune being
Bsnl, Airtel, Reliance and Tata indicom.
 Objective: To know the number of people using
the broadband unlimited connection of different
ISP’S and of different age groups.
Age BSNL Airtel Reliance TATA Sify Hathway
indicom

18-25 18 5 15 15 1 2
26-35 15 11 13 20 3 3
36-45 05 2 5 3 0 0
46-60 0 0 1 0 0 0
60+ 0 0 0 0 0 0
Total 38 18 34 38 4 5
40

35

30

25
BSNL
20 Airtel
15 Reliance
Tata Indicom
10
Sify
5 Hathway

0
18-25
26-35
36-45
46-60
60+
Total
 Objective: To know which kind of broadband is
mostly preferred by customer.
Types BSNL Airtel Reliance TATA Sify Hathway
indicom

Wire line 32 5 9 11 1 4

Wireless 5 10 17 15 0 0

Wi-Fi 1 3 7 12 3 0

WiMax 0 0 1 0 0 1

Total 38 18 34 38 4 5
35

30

25
BSNL
20 Airtel
Reliance
15 Tata Indicom
Sify
Hathway
10

0
Wire line Wireless Wi-Fi Wi-Max
 Objective: To know which factors plays the most
important role while choosing the broadband
connection.
Factors BSNL Airtel Reliance TATA Sify Hathway
indicom

Speed 24 12 23 29 4 4

Price 17 4 10 12 2 2

Services 8 0 3 7 0 0

Bandwidt 8 4 6 5 0 1
h
Total 57 20 42 53 6 7
 Objective: To know for which purpose
broadband services is mostly used.
Purpose BSNL Airtel Reliance TATA Sify Hathway
indicom

Business 11 6 9 5 0 0

Management 1 3 4 6 1 0

Personal 34 11 25 29 3 5

Total 46 20 38 40 4 5
 Objective: To know how much amount they are
spending monthly on ISP.
Price BSNL Airtel Reliance TATA Sify Hathway
indicom

500-1000 33 9 21 26 2 2

1000-1500 1 5 9 6 1 2

1500-2000 0 3 2 1 0 1

2000 -above 4 1 2 5 1 0

Total 38 18 34 38 4 5
 Objective: To know the satisfaction level of the
users of various ISP’S.
Satisfied BSNL Airtel Reliance TATA Sify Hathway
indicom

Yes 35 17 23 29 2 4

No 3 1 11 9 2 1

Total 38 18 34 38 4 5

If, NO BSNL Airtel Reliance TATA Sify Hathway

indicom

Speed 0 0 6 6 1 1

Connectivity 1 0 6 4 1 0

Price 0 0 0 1 0 0

Service 1 1 2 2 0 1

Total 2 1 14 13 2 2
 Objective: To know what value added services
customers expect from their ISP.
Additional BSNL Airtel Reliance TATA Sify Hathway
Features indicom

Free e-mail 3 5 3 7 0 0
id
Data 21 10 22 25 3 3
Security &
Firewall
Gaming 7 1 7 6 0 0
feature
Free voice 15 6 12 11 1 2
calls
Total 46 22 44 49 4 5
 Objective: To know the problems obstacles face
by customers while using their broadband
connection.
Problems BSNL Airtel Reliance TATA Sify Hathway
indicom

Connectivity 26 14 25 27 4 1

Bandwidth 7 6 6 8 1 3

Stealing 1 0 1 1 0 0

Port problem 7 1 2 4 0 1

Total 41 21 34 40 5 5
 Objective: TO know how effective companies
after sale service is.

Problem BSNL Airtel Reliance TATA Sify Hathway

Solved indicom

Yes 30 13 16 24 3 3

No 8 5 18 14 1 2

Total 38 18 34 38 4 5
 Objective: To know the reason behind
customer’s loyalty towards their ISP.
Switching factor BSN Airtel Reliance TATA Sify Hathway
L indicom
Satisfied (Current 26 10 11 16 2 3
ISP)
Can’t see the 6 5 14 11 2 0
Benefits (Other
ISP)
Poor Technical 2 1 3 7 0 0
Support
Lack of 5 3 7 7 0 2
Information(Other
ISP)
Total 39 19 35 41 4 5
 Objective: To know who are the promoters who
once the passive and detractors customers of the
companies.
Scale BSNL Airtel Reliance TATA Sify Hathway
indicom

1-6 16 7 19 18 2 2

7-8 12 9 13 16 1 3

9-10 10 2 2 4 1 0

Total 38 18 34 38 4 5
 Objective:- To know the target customers of the
internet service provider.
Target BSNL Airtel Reliance TATA Sify Hathway
customers indicom

Educational 0 3 2 1 0 0
Institutes
Business 1 5 4 3 1 0
Purposes
Home & 0 2 3 0 0 1
Personal
usage
 Objective:-To know the customer preferences
towards the plan offered by them.
Plans BSNL Airtel Reliance TATA Sify Hathway
indicom

500-1000 1 1 1 3 0 0

1000-1500 0 2 3 1 0 1

1500-2000 0 1 2 0 0 0

2000-above 0 1 0 0 1 0
 Objective:-To know which type of broadband is
preferred by their customers.

Broadband BSNL Airtel Reliance TATA Sify Hathway

indicom

Wireless 1 1 5 4 0 0

Wire Line 1 5 0 0 1 1
 Objective:- To know the USP of the company.

Factors BSNL Airtel Reliance TATA Sify Hathway

indicom

Speed 1 3 5 3 0 1

Price 0 0 1 1 0 1

After sales 0 2 2 0 1 1
service
Offers and 0 1 1 1 0 0
scheme
 Objective:- To know how much they are
efficient to perform their services.

Installation BSNL Airtel Reliance TATA Sify Hathway

Time indicom
1-5 days 1 4 5 3 0 1
5-10 days 0 1 0 1 0 1
10-15 days 0 0 0 0 1 1

15-above 0 0 0 1 0 0
 Objective:-To know the obstacles and problems
they face from their broadband customers

Complaints BSNL Airtel Reliance TATA Sify Hathway

indicom

Speed 0 0 3 0 0 0

Connectivity 1 5 3 4 1 1
 Objective:- To know how much they care for
their customers.
Days BSNL Airtel Reliance TATA Sify Hathway
indicom

1-2 days 1 5 3 2 1 1

3-4 days 0 0 2 2 0 0

5-6 days 0 0 0 0 0 0
 Objective:- :- To know the company’s terms
and conditions regarding termination

Terminatio BSNL Airtel Reliance TATA Sify Hathway

n indicom

Yes 0 3 1 0 0 0

No 1 2 4 4 1 1
 Objective:-To know the securities provide by
them in their connections.
Securities BSNL Airtel Reliance TATA Sify Hathwa
indicom y
Changing 1 3 2 2 1 0
configuration pages
password
Changing the default 0 0 1 1 0 0
IP number

Keep others from 0 1 1 1 0 1

borrowing your
signals
 Objective:-To know the after sale service mostly
preferred by company.
After sales BSNL Airtel Relianc TATA Sify Hathway
e indicom
service

Online service 1 3 4 3 1 1

Sending technicians 1 4 2 4 1 1
for helping customer
 4

3.5

2.5

2 Online service

1.5 Sending techinians for

helping customer
1

0.5

0
 Objective:-To know those who are terminating
their ISP for this they try to retain the customers
by provoking and tempting them.

Solution service BSN Airtel Reliance TATA Sify Hathwa

(customer L indicom y
retention)

Yes 1 4 4 4 1 1

No 0 0 0 0 0 0
 It was difficult to conduct the research of the whole
market within a short span of time.
 Some people were not ready to give their visiting
card.
 We had classes from 8.30 morning to 5.00 in evening
so we didn’t had sufficient time for survey.
 And being a single girl in the group she find diffulties
in working with us, as we were working at night also.
 Most of the people didn’t gave proper time as we were
going for survey after 6.00 in evening.
 
 Psychological Barriers of respondent
 Respondents had psychological barriers in filling up the
questionnaires.
 Linguistic Barrier
 While we were conducting the survey, some customers
only knew Marathi and which turned
 into a barrier while communicating with them.
 If Hathway puts some extra efforts to their passive
customers than they can convert their passive customers
to promote.

 The Service of Sify is already very good but the factor

which they need to improve is Connectivity.
For Reliance to do better than the competitors, the
service provided to customers to solve their problem has
to be improved.
 As we can see that BSNL leads the ISP provides
in terms of Wireline and they have less market
share of Wireless and Wi-Fi. So if they can put
some more efforts on this they have the potential
to be a market leader.
 The major problem faced by the Broadband
customers is Connectivity. So the ISP’s should
try to improve this factor.
 BSNL and TATA idicom leads in the number of customers as
compared to the other competitors.
 Wire line and Wireless connection are highly demanded by the
customer and it refers to the different ISP.
 Speed is the main factor for the customer to select the ISP.
 Majority of the customers are using the plan range of 500-1000.
 Data security and Firewall is the additional features, customers
generally expect for their ISP.
 Around 65% of the customers are satisfied by their existing ISP.