TITLE
A STUDY OF CABLE SERVICES WITH REFERENCE TO ‘M.K. CABLE NETWORK’
PROJECT REPORT
Submitted to University of Pune For the partial fulfillment of the degree Bachelor of commerce
By Mr. Vaibhav B. Shinde
B.Y.K.College of Commerce, Nashik-5 T.Y.B.Com., Division H, Roll No. 823 Year: 2008-2009
Guided by Prof. Miss Archana Jadhav ACKNOWLEDGEMENT
I have pleasure in successful completion of this work titled: A study of cable services with reference to M.K. Cable Network The special environment at B.Y.K. College of commerce, Nashik that always supports educational activities, facilitated my work on this project.
I acknowledge the support, and encouragement, extended for this study by Principal Prof. Dr. K.R. Shimpi.
I greatly appreciate the motivation and understanding extended for the project work, by MR. M.D. Kapse (C.E.O.) and the staff of the surveyed business unit, who responded promptly and enthusiastically to my request for frank comments despite their congested schedules. I am indebted to all of them, who did their best to bring improvements through their suggestions.
I am very much thankful to Miss Archana jadhav (guide teacher) for her encouragement and guidance for this project work. It would not have been possible for me to complete this work without her suggestions on every part of this work. I acknowledge the authors, whose works gave me insight and information related to this subject.
I am thankful to library staff and administrative staff of the B.Y.K. College who, directly, or indirectly, have all been helpful in one or another.
I thank my father and mother who encouraged me to extend my reach; with their help and support, I have been able to complete this work.
Date: Signature Vaibhav B. Shinde CONTENTS
* INTRODUCTION A) Objective of project work B) Methodology
* ORGANISATIONAL PROFILE
* SERVICE PROFILE
* SERVICES MARKETING AND MANAGEMENT
* DATA ANALYSIS AND INTERPRETATION
* FINDINGS AND RECOMMENDATIONS
* SUMMARY AND CONCLUSION A) Based on work B) Based on learning benefit
* ANNEXURE A) Questionnaire B) Bibliography C) Other literature to be attached D) Executive summary I) INTRODUCTION
A) NEED AND IMPORTANCE OF PROJECT REPORT:
Today the cable service is rapidly growth because more and more people has take this service and only the cable service has change the mentality of people. Because people has quickly accepted the new trend of life its show the cable T.V. so that is reason of I choose this topic for making the project. I mention what problems come for providing this service, and how to capture the market of cable service, how provide the best service to customer for his satisfaction. Cable service is powerful service of the world and blood of media. This project helps to understand the strategy and problem of providing cable service to customer
Project work is very important subject for analysis any information. Because only the project work has make more practically of student or any project maker. Project work has more practical and unique opportunity for field work. Because the project maker has take the many information of its subject so this should be a more practical. Project maker take information he is analysis the data and take new knowledge, and he prepare the project so this practically information permanently fixed to brain. So this are the advantages of project works. Any subject researched has important to make a project because project has provide the fulfill information so project has very use full to take accurate knowledge and providing information.
B) OBJECTIVE OF PROJECT REPORT Objectives:
1) To study a concept of services
2) To study the services provide by M.K. cable Network
3) To know the problem faced by providing services to M.K. cable network
4) To study the strategies of M.K. cable network
C) METHODOLOGY OF PROJECT REPORT Meaning of Research:
Research is discovery of fact, development of fact and verification of fact. It is an attempt to find practical solution to the problems with the help of application of scientific method. The research process involves defining and redefining the problem. Hypothesis formulation, organizing, and evaluating data to derive conclusion.
Definition:
Research is careful investigation or enquiry initially through research for new fact in any branch of knowledge.
Research is defined as a careful patient, systematic and delight enquiry in some field of knowledge undertaken to establish facts or principle.
Research may be define as a method of studying, analyzing and conceptualizing, social life in order to extend moodily correct or verify knowledge whither that knowledge aids in institution of theory or in precise of an art.
Data collection: A) Source of data collection:
There are to 2 types of data collection A) Primary source data collection B) Secondary source data collection
1) Primary source of data collection:
Primary data are information collected or generated briefly by researcher for the purpose of preparing the project. It is also called first hand information and the conclusion derived from it is more accurate and reliable. However, its scope is limited to the area of investigation. It is also expensive and time consuming.
2) Secondary source of data collection:
Secondary data refers to the information that has been already collected by some one else and not by the researcher. It is also known as second hand information that may not be reliable. It is suitable where area of investigation of large.
Sources Used for completing this project: 1) Field visit:
A visit to the office of M.K. Cable Network was made which is located in the Indira Nagar, Nashik. The C.E.O. of M.K. Cable Network, Mr. Milind Kapse, co-operated us and provided necessary information which are required in completing this project.
2) Interview:
First I prepared the questionnaire and then took the interview of Mr. Milind Kapse, the C.E.O. M.K. cable network. I asked the various question and queries about his future planning, marketing strategy, goals, etc.
3) website:
I also took the information from the websites of Hathway and M.K. cable network. 45% of the information used in this project was gathered from the internet and websites.
4) Book:
I refer the book of Your Research Project written by Andy Hunt. This book provided me various guidance in completing my project. This book is very useful to me. I also read another book Services Marketing Management 3rd edition writer by Peter Mudie and Angela Pirrie
So this is the sources I used for collecting the information and complete the project II) ORGANISATIONAL PROFILE A) HISTORY OF ORGANISATION:
Established in August 1994, M.K. cable network is the oldest cable network in Indira Nagar, Nashik. For the last 15 years it is providing satisfactory service to its client. Within a short span it made a strong base in Indira Nagar and further spread his service to nearby colonies. In 2001, the M.K. cable network amalgamated his service with Hathway adding digital cable service and broad band service for his customers. Changing with current market scenario, now M.K. cable network provides digital set top box for cable service. By this customer has the advantage to choose their favorites channels pack according to their preferences and pockets.
Today, M.K. cable network has captured 3/4th area in Indira Nagar for T.V. cable service. M.K. cable network has invested a sum of Rs. 24 lakhs to establish is firm. Out of these 24 lakhs, a loan of Rs. 10 lakhs was made from Nashik merchant bank and the remaining 14 lakhs were contributed from his own pocket.
B) BRANCHES OF M.K. NETWORK M.K. CABLE NETWORK
SAPTASHRUNGI CABLE NETWORK SIGMA CABLE NETWORK
SHINDE CABLE NETWORK GAUTMI CABLE NETWORK
M.K. cable network has four branches which are providing cable service in different areas. They are as follows. Saptashrungi cable network in Rajsarthi Society, Sigma cable network in D.G.P. Nagar, Shinde cable network in Pethe Nagar, and Gautami cable network in Jogging Track area.
C) CUSTOMER WALEFARE: M.K. cable network has provide various facility for his customer like provide set top box to free pf cost to its customer, and also provide on demand channel like movie on demand, music on demand etc. and also provide local news channel. M.K. cable network has provided some discount offer on subscription means customer paid prepaid subscription on 1 year so M.K. cable network has provide 20% discount on subscription and also M.K. cable network has not take a deposit to new customer.
D) AREA OF SERVICE PROVIDING:
M.K. cable network has capture ¾ areas in indira nagar M.K. cable network provide its service to modkeshwar mandir area, bapu bungalow area, pethe nagar area, rajsarthi residential area, and also jogging track area. He provide cable service as well as broad band service to this area M.K. cable network provide best service to his customer at reasonable rate and he s cheapest and best service is win to local people.
III) SERVICE PROFILE A) CHART OF SERVICES
DIGITAL CABLE SERVICE
BROAD ACTIVITY BAND CHANNEL SERVICE
M.K. CABLE NETWOR K
LOCAL ON MOVIE DEMAND CHANNEL CHANNEL
LOCAL NEWS CHANNEL
B) SERVICES PROVIDED BY M.K. CABLE NETWORK: M.K. cable network has provided various services to its customers. The services provided by M.K. cable network is as follows.
1) DIGITAL CABLE SERVICE:
M.K. cable network provides digital cable service to its customer via fiber optic cable. It has a feature like good picture quality, digital sound, clear resolution, etc. this service is same as in case of D.T.H. services. M.K. Network provides set top box at free of cost to its customers which are connected directly to the cable wire and customer get many channels there after. For this they don’t have to pay extra subscription.
2) BROAD BAND SERVICE:
Now the people don’t need to run behind telephone or mobile operator to have a separate internet connection. M.K. cable network provide both cable t.v and broad band service on the same band. The only requirement is digital set top box which are provided by M.K. cable network at a very low cost. M.K. cable network provide broad band service of about 256 k.b.p.s. at a lowest competitive price of Rs 250 per month.
3) MUSIC ON DEMAND:
Customer can now watch their favorite songs to its full length. I t.v, which is a music on demand channel, telecast customers favorite songs fro its various songs list that has desi song, pop songs, sufi song, bollywood, Hollywood hits and many more.
4) LOCAL NEWS CHANNELS:
Today people are in touch with news of national affair but they don’t know what’s happening in their own home town. M.K. cable network has helped the people in knowing about the news of their own city through Local news channels like C. news, Govinda news, Vedh news, Rokh Thokh news, Nashik Samachar, etc. This feature is only available on hathway and M.K. network and not on D.T.H. platform.
5) LOCAL MOVIE CHANNEL:
With M.K. cable network, people can now watch latest and old movies without any commercial ads. C.C.C. TV, M.K. cinema, is popular movie channel on M.K. network.
6) ACTIVITY CHANNEL:
leading tough competition with private D.T.H. player, M.K. cable network also provide various activity channel via set top box like sport active, games active, movie active, music active, etc. now children don’t need to buy video games or computer games. they can straight away enjoy various games on their own t.v
C) COMPETITORS OF M.K. CABLE NETWORK:
LIST OF COMPETITORS No. Competitor of M.K.cable network 1. IN cable network 2. N.C.N. cable network 3. Dish T.V. 4. Tata sky service 5. Reliance big t.v. 6. Sun direct d.t.h. 1) IN CABLE NETWORK:
In cable is main competitor of M.K. cable network in cable network is oldest cable network in indira nagar and he provide its service good service but M.K. cable network has use various strategy so no effect of M.K. cable network for providing service to its customers. But the 10% area of indira nagar has capture the in cable network.
2) N.C.N. CABLE NETWORK:
Nccn cable network is another competitor of M.K. cable network Nccn cable network has establish in last 3 years some cable operators has leave in the hathway group and establish its new group. Remaining 15% area of indira nagar has taken from Nccn cable network.
3) DISH T.V. :
‘Dish t.v’- a zee enterprise, is a lead competitor of M.K. network. Zee network launched its services in 2002 and within a short span spread to all parts of the nation. Adding new service, Dish t.v also provide like movie on demand, interactive channel, sport, spiritual channel icici active, Dish t.v provides various package to its customers like dish maxi, dish plus, dish welcome, etc. so the dish tv has another competitor of M.K. cable network.
4) TATA SKY:
Tata sky is also providing d.t.h cable service to all part of nation within in a reasonable rate of Rs 200 per month that has more than 250 channels. It also has a active service like sport active, movie active, music active, bhakti active, games active etc.
5) RELIANCE BIG TV:
Reliance big tv is a part of Anil Dhirubhai Ambani`s group had also launched dth service in 2008 and is using various marketing technique in order to make strong market standing in entertainment service. They had launched more than 150 channels at a very competitive price.
6) SUN DIRECT D.T.H.:
Sun direct dth service is 1st time launched to south india in 2003 and this service is very popular to south india. And also in 2008 sun direct dth has launched in indira nagar sun direct dth provide various facilities for his customers like various interactive channels sport, music, movies, etc. sun direct dth has launched more than 200 channels at reasonable rates. So the sun direct dth is another competitor creates to M.K. cable network. D) TERM AND CONDITIONS:
M.K. cable network has keep the some term and conditions of its customers like
1) If a customer fails to pay his subscription, continuously, for the two months, their cable connection will be disconnected
2) All the customers are being requested to pay their dues on a fixed appointed date. If they fail to do so a penalty charge of 10% on the subscription pack will be levied.
3) If customers want to have broad band service they have to furnish some essential documents.
So these are the terms and conditions of M.K. cable network
IV) SERVICES MARKETING AND MANAGEMENT A) INTRODUCTION:
Most organizations provide a service of some sort or another. For organization such as airlines, trains, universities, car rental, health and government agencies service represent a major part of what they have to offer. They are known as service organizations. Other whose business is the manufacturer of products, e.g. computers, mobile phones, washing machines etc. albeit significant importance.
B) WHAT IS THIS THING CALLED SERVICE?
The above question served as the title of an article by Nick Johns published in the European journal of marketing in 1999. Whilst he noted that the world service has a great richness and diversity of meaning there is also it could be argued an implicit recognition of the distinctiveness of service. It is equally a fitting introductory a question for a text on services marketing management.
SERVICE SECTORS
C) DEFERENTHOTEL INDUSTRIES TYPES OF SERVICE SECTORS:BANKS
BROAD CASTING SERVIES TRANSPORT SERVICES
HOSPITALS TOURISM
EDUCATIONAL INSTITUTE MOBILE NEWORK CO.
D) CHARACTERISTICS OF SERVICES:
1) INTANGIBILITY: This is the most basic and often quoted difference between goods and services. Unlike tangible goods, services cannot generally be seen, tasted, felt, heard or smelled before being consumed. The potential customer is often unable to perceive the service before the service delivery. For many customer of car repair, for example, the service intangible-they frequently cannot se what s being done and many are unable to evaluate what has been done.
2) INSEPARABILITY:
There is a marked distinction between physical goods and services in terms of the sequence of production and consumption. Whereas goods are first produced, then stored and finally sold and consumed, service are first sold, then produced and consumed simultaneously. For the production of many services e.g. rail travels, hotels, museums etc the customer must be physically present. Some service may be produced and delivered I circumstances where the customers presence is optional e.g. carpet cleaning, plumbing.
3) VARIABILITY:
An unavoidable consequence of simultaneous production and consumption is variability in performance of a service. The quality of the service may vary depending on who provides its, as well as when and how it is provided. Once hotels provide a fast efficient service and another, a short distance away, delivers a slow, inefficient service. Within a particular hotel, one employee is courteous and helpful while another is arrogant and obstructive. 4) PERISHABILITY:
Service cannot be stored for later sale or use. Hotel rooms are not occupied, airline seats not purchases and college places not filled cannot be reclaimed. As services are performances they cannot be stored. If demand far exceeds supply it cannot be met, as in manufacturing, by taking goods from a warehouse. Equally if capacity far exceeds demand, the revenue and/or value of that service is lost.
E) THE 7 P`S OF SERVICES: PRODUC TION
PROCES PRICE S
7 P`S OF SERVIC ES PHYSIC PROMO AL TION
PEOPLE EVIDAN PLACE CE
V) DATA ANALYSIS AND INTERPRETATION A) CABLE SERVICE AREA COVERED IN INDIRA NAGAR:
CABLE SERVICE AREA OF INDIRA NAGAR
15% N.C.N.
10% 1 2 3 IN CABLE 75%
M.K. CABLE NETWORK
This chart shows the distribution of cable service area in Indira Nagar. 3/4th area in Indira Nagar has been covered by “M.K. Cable network” 15% area has been covered by “N.C.N.” cable network, and remaining 10% area has covered by “In cable network”.
B) NO. OF CUSTOMERS OF M.K. CABLE NETWORK: INCRESE A CUSTOMERS
4500 3852 4000 3500 3134 2815 3000 2500 2210 Series1 1770 2000 Series2
S 1500 R 1000
E 500
M 4 5 6 7 8 0 O
T 1 2 3 4 5
S
U
C YEARS
This graph shows the information about the no. of customers from 2004 – 2008. In 2004 there were 1770 subscribers which rose to 3852 in 2008, almost doubled within 4 years.
C) BROAD BAND SERVICE IN INDIRA NAGAR: BROAD BAND SERVICE AREA OF INDIRA NAGAR
N.C.N. 8% RELIANCE 14% M.K. M.K. 42% B.S.N.L. RELIANCE N.C.N.
B.S.N.L. 36%
This chart shows the information about the distribution of broad band service in Indira Nagar. M.K. Cable network lead in this covering 42% of area in Indira Nagar, followed by B.S.N.L. (36%) and N.C.N. (14%). The remaining 8% has been covered by reliance.
D) NO. OF CUSTOMERS FOR BROAD BAND SERVICE OF M.K. CABLE NETWORK: INCRASE A CUSTOMERS
1200 1102
1000 S
R 800 711 O Series1 M
E 600 T 380 Series2 S
U 400 C 200 6 7 8 0 1 2 3
YEARS
This graph shows the information about no. of customers for broad band service for the past 3 years. In 2006 M.K. Cable network use to provide a broad band service to about 380 customers. This no. grew to 1102 in 2008, almost an increase of 2 ½ times of 2006has start the broad band service in 2006. Therefore we can predict that more customers will enroll for broad band service in near future.
E) AVERAGE PERCENTAGE OF M.K.’S SERVICES: AVERAGE PERCENTAGE OF M.K.'S SERVICES
BROAD BAND 29%
CABLE BROAD BAND
CABLE 71%
This chart has shown that the average percentage of M.K.’s services the broad band service is taking the 29% share of M.K. Cable network services, and the cable service has taken the 71% share of M.K. Cable network services. VI) FINDINGS AND RECOMMEN DATIONS:
From the data and information collected I found the following points which are as follows: A) FINDINGS:
1) MARKETING STRATEGY USED BY M.K. CABLE NETWORK:
M.K. Cable network has used various marketing strategy for capturing the market of cable service like quick service, reasonable rate providing some discount, offers etc. So this strategy is very effective for increasing the customers.
2) WHAT ARE THE PROBLEMS FACED BY M.K. NETWORK AND HOW THEY OVERCOME IT:
There are many problem faced by M.K. Cable network while providing the services to its customers 1) The competitors have given them a tough competition. So M.K. Cable network has a challenge in providing the best service. 2) The rates of pay channel are very fluctuating. So it becomes problems to M.K. network in providing particular channels. 3) During rainy season many technical problems arise because of which customers unable to see channels clearly. 3) DIFFERENT SERVICE AGAINST ANOTHER CABLE SERVICE PROVIDER:
M.K. Cable network service is different from other cable operators. Most of them don’t have digital quality service. They don’t have fiber optic cable while providing services. All these features are available in M.K. Network. plus M.K. network provide some discount, offers, on demand channels, broad band connection and broad casting connections, so M.K.’s service is totally different from other cable services provider .
4) REASON OF SUCCESS:
There are many reasons for the success of M.K. Cable network. M.K. Cable network has always kept care of its customers and always try to satisfy its customers. They also provide quick service to its customers, and quickly solve any disputes as early as possible. B) RECOMMENDATIONS:
1) I would like to recommend M.K. networks to provide some more offers to its customers 2)they can give advantage of free more channels or discount to those who pay the dues before due date 3) And also I would like to recommend to M.K. Cable network to improve the quality of services and try providing best services. 4) During rainy seasons, he can use the water proofing techniques to detect the problems by rain and thunder. 4) I would suggest them to provide other extra services like launching the websites of M.K. Cable network and 24 hrs help line no. ,etc. VII) SUMMARY AND CONCLU- SION:
A) CONCLUSION BASED ON WORK:
M.K.Cable network provides best service in Indira Nagar area at reasonable rate. He politely hears his customer’s complaint. Any problem faced by customers is quickly settled. M.K.Cable network has launched the 24 hrs help line for its customer. Also M.K.Cable network provides set top boxes and digital cable service via fiber optic cable to its all customers. Customers may have broad band connection with it. M.K.Cable network has oldest cable network in Indira Nagar. so that’s why M.K.Cable network has created goodwill in Indira Nagar. Because of all these quality, all the customer of M.K.Cable network is satisfied with its service B) CONCLUSION BASED ON LEARNING BENEFITS:
From learning benefit of this project I study deeply about M.K.Cable network and its services, I complete my objective, concept of services, and also service provide by M.K.Cable network and its marketing strategy and also the problem faced by providing services to its customers. I take information for M.K.Cable network and complete its profile, its goals and objective I used the various sources of data collection like field visit, interview, websites, book etc. and also I understand the history of M.K.Cable network. I collect various information like what service provide to its customers, its features, and its competitors, and its marketing strategy, marketing standing and goals to achieving. The C.E.O. of M.K.Cable network Mr. Milind kapse has very friendly person he provide information correctly. M.K.Cable network is the best cable service in indira nagar and its service performance is out standing. VIII) ANNEXURE
A) QUESTIONNAIRE:
1) name of the C.E.O. of M.K.Cable network
2) age and qualification of C.E.O. of M.K.Cable network
3) why do select this field
4) introduction and history of M.K.Cable network organization
5) which are the service provided by the M.K.Cable network
6) how its marketing strategy
7) which problem faced by providing service and how to detect
8) what are the reasons behind your success
9) what are your plans and goals to achieve your target
10)how different your service against another cable service provider 11) how to change and upgrade your service for demand for customers
12)what are your suppliers
13)how you do for customer satisfaction
14)which no. of branches of your organization
15)how you manage its B) BIBLIOGRAPHY:
1) BOOK:
I) your research project by Andy hunt II) services marketing management 3rd edition by Angela pirrie
2) WEBSITE:
www.Hathwaycablenetwork.com B) OTHER LITERATURE TO BE ATTACHED:
1) LIST OF THE CHANNELS:
2) DISH 3) BROAD CASTING PLATFORM MARKET SHARES
BROAD CASTING PLATFORM MARKET SHARES
AIRTEL DIGITAL T.V3%. 6% SUN DIRECT D.T.H. 4% 1 2 RELIANCE BIG T.V.8% 3 TATA SKY 4 10% 55% 5 DISH T.V. 6 14% 7 CABLE SERVICE D.D. DIRECT PLUS D) EXECUTIVE SUMMARY:
Today the broadcasting service is rapidly growing now broad casting service is becoming very popular and the future of cable services is very bright with the technological advancement and development cable tv has know richest almost every corner of the nation. The …. provide free old direct dth service before the dth service cable tv service used to richest by small cable operators. M.K. network is one of them they had the tie up with various broad casting to telecast then network under this deal there users many operators who used unfair …. in order to …. more…. But M.K. network has never used any…. …. and is professionally his service for the past 15 years to all his satisfactory customers. It is the oldest cable tv network in Indira Nagar covering almost 3/4th of area now it has…. his service to other …. societies and colonies …. Pethe Nagar, Rajsarthi jogging track etc. Shinde cable, Sigma cable, Saptashrungi network, Gautami cable network are other cable network that are …. …. M.K. Cable Network …. tough competition with other …. …. of dth …. M.K. Cable Network also provide digital cable service that has real good picture quality and clean sound. The biggest advantages of M.K. Cable Network is that also provide broad band service on the same band. Customer can have …. Cable tv as well as …. …. to this, it also has activity channels, local news channel, movie on demand channel, games etc. the toughest competition that M.K. Cable Network is following from …. Dth player are dish tv, tata sky, sun direct tv, reliance tv, and d.d. direct plus dth. Further it has …. from I.P.T.V. service and cas service which are …. to come in network in near future. Having such …. in front of his. M.K. Cable Network is shall …. its service without using any …. …. with dates and information collect from various …. we can …. that performance of M.K. Cable Network is better. It has a strategy …. In Indira Nagar where no …. can… …. …. I) INRODUCTION II) ORGANISATION- AL PROFILE III) SERVICE PROFILE IV) SERVICES MARKETING MANAGEMENT V) DATA ANALYSIS AND INTERPRETATI- ON VI) FINDINGS AND RECOMMENDAT- IONS VII) SUMMARY AND CONCLUSION VIII) ANNEXURE