Indian mobile industry was started almost a decade before, as a result of Govt. regulation it couldn't grow like China. As per current estimation India's mobile services marketplace is expected to grow at 28.3% CAGR through 2009. But the companies are also very much competitive, every one of the players want to increase industry share, hence the prices are getting slashed. The current players in the marketplace are -
o Reliance Infocomm
o Bharati Telecom (AirTel)
o Tata Teleservice
o vodafone postpaid customer care number
o Hutchison / Orange
o BPL Telecom
The market is moving on the Growth stage on the Shakeout stage, although the companies are growing fast, though the Cut-throat Competition is slashing the net profit margins, that is very common in Later Growth stage and players individuals who don't have strong financial support are going to be sold to your stronger players. So it's obvious that players with stronger logo and financial backup will make the near future profit.
The bigger players will also be operating in other Telecom areas like - Landline, ISP, Broadband, Corporate data & voice services etc, to get one stop solution provider, hence forth increase industry share, this clearly indicates the Sorry situation with the smaller players. Entry barrier for just about any new player is way too strong.
Once the Shakeout period has finished in next several years the Mobile Industry in India is probably going to enter in matured market.
But there's a other theory too - the cost-effective growth in India, currently the information mill growing much more about the Network area growth, providers are moving to smaller cities from big cities, demand is generated from 'B' class & 'C' class cities - middle class population. A major a part of middle class population of India in smaller cities couldn't benefit from the advantages of Telecom service due towards the Govt. monopoly, poor capacity, regulations; these are immediate customers on the Mobile operators. The Landline is not any more the preferable choice to the new Telco users; people prefer to use mobile phones on account of its benefits and easy subscription. Also the center class size is anticipated to grow in India in next decades, hence the Mobile market in India will probably be probably in Growth - Shakeout phase for a longer period.
Also the Roadmap, which has been thought from the Govt. earlier is becoming more being a roadblock with the growth, to keep the marketplace competitive they introduced lot regulations and zoning concepts, that have become barrier for market growth also to play at Economies of scale, which can be likely to change by the market industry dynamics and market forces. So the Growth - Shakeout phase probably will continue for a bit. Few years prior to the number of players were many, as TRAI had stringent laws in quantity of zone operations by single provider, these are changing rapidly.
o Service Providers Offerings
India can be a vast and sophisticated market. The Indian Department of Telecommunications classifies the country's telecom markets into "metro" and "A", "B" and "C" circles or zones, for a way many potential subscribers they've got. For example, the C circles reference rural areas and they are the least attractive sectors with not much wealth. The 1999 National Telecom Act defined a phased telecom deregulation with national operator, VSNL, privatized in April 2002.
The cellular companies are divided into 4 metro areas, 5 circle A areas, 8 circle B areas and 5 circle C areas. When each of the cellular licensees become operational, India will probably be served by 77 networks. This segmentation of the marketplace and licensees has not necessarily helped the growth from the Indian market. These Network is increasing really quick, as companies need to tap the center class population in smaller cities, and technological development, they may be able to improve the Network boundary with lesser investment along with the competition.
Indian mobile operators offerings are segmented into two broad categories - Pre-paid and Post-paid. Although mobile companies are growing positively, the Post-paid information mill declining and Pre-paid companies are increasing by progress.
TRAI regulations and Indian consumer behavior are causing to the growth in Pre-paid market. As the revenue in pre-paid offer is increasing in Circle 'A' and Circle 'B' for Economies at scale, the Pre-paid share of the market is going to be greater important. When BSNL broadband customer care came into the marketplace, they didn't realize this initially, but in the near future they sported Pre-paid offer.
o Brief on Customer Service Gap Model
First analyze the Provider Gap
o Market Information Gap - Not knowing what Customers Expect: The Company's incomplete or inaccurate understanding of customers' service expectations.
Key Factors -
o Inadequate marketing research orientation
o Lack of upward communication
o Insufficient relationship focus
o Inadequate service recovery
2. Service Standards Gap - Not having right standard and design: The Company's failure to translate accurately customers' service expectations into specifications or guidelines for employees.
Key Factors -
o Poor service design
o Absence of customer-defined standards
o Inappropriate physical evidence and Servicescape
- Service Performance Gap - Delivery lag: Lack of appropriate internal support systems (e.g., recruitment, training, technology, compensation) that enable employees to supply to service standards.
Key Factors -
o Deficiencies in HR policies
o Not match Supply & Demand capacity
o Customers still did not meet their roles
o Intermediaries problem
- Internal Communication Gap - Promises don't match: Inconsistencies between what clients are told the service are going to be like plus the actual service performance [e.g., as a result of lack of internal communication involving the service 'promisers' (for instance salespeople) and carrier's networks (like after-sales service representatives)].
Key Factors -
o Lack of Integrated services marketing communication
o Ineffective therapy for Customer expectation
o Over promising
o Inadequate horizontal communication
Companies wanting to improve their service quality must diagnose the 4 organizational gaps and take appropriate corrective action to shut them. For more importance updates & information you should click here. An important message for managers because of this overall implication is the fact a mere external focus (e.g., being customer-oriented and conducting periodic customer-satisfaction surveys) will not be sufficient for delivering superior service. Managers need to systematically analyze and correct potential deficiencies in the organization.