de-licensing resulted in fast growth of this sector. At present the country's telecom industry has achieved a growth rate of 14 per cent. Till 2000, though cellular phone companies were present, fixed landlines were popular in most parts of the country, with government of India setting up the Telecom Regulatory Authority of India, and measures to allow new players country, the featured products in the segment came in to prominence. Today the industry offers services such as fixed landlines, WLL, GSM mobiles, CDMA and IP services to customers. Increasing competition among players allowed the prices drastically down by making the mobile facility accessible to the urban middle class population, and to a great extend in the rural areas. Even for small shopkeepers and factory workers a phone connection is not an unreachable luxury. Major players in the sector are BSNL, MTNL, Bharti Teleservices, Hutchison Essar, BPL, Tata, Idea, etc. With the growth of telecom services, telecom equipment and accessories manufacturing has also grown in a big way. Indian Telecom sector, like any other industrial sector in the country, has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. 6
SCOPE OF THE STUDY The scope of the study is limited to the post paid services offered by Reliance Communications. Study objective is to examine the various factors which play their part in customer buying behavior and the major dissatisfaction areas for the customers. The study considered the urban area of Lucknow city. The sample under consideration consisted of the existing customers of Reliance Communications. 7
SIGNIFICANCE OF THE STUDY The project I chose was a study on customer awareness and satisfaction for reliance post paid products. The title is very much significant considering the present global scenario. The awareness level is the basic requirement for a company to sell its products in the market because if the customers are not aware of the products, there would be no sale. Along with the awareness, the companies have to keep a regular check on the satisfaction level of its customers to retain them. The survey helps to find out the loopholes is the area of service being offered by the company. Identifying those areas would help the company to minimize them and then they can go for increasing customers. 8
OBJECTIVES OF THE STUDY The following are the objectives of the study. 1. To study the problems faced by the respondents with Reliance Postpaid service.
- Summer '16
- Reliance Anil Dhirubhai Ambani Group, respondents, Companies based in Mumbai, Reliance Communications, Satisfaction level