Você está na página 1de 70

A STUDY ON CUSTOMER PREFERENCE TOWARDS AIRTEL AS SERVICE PROVIDER IN RASIPURAM

PROJECT REPORT Submitted by

NAGARAJU.S (Register No: 098001604028)

in Partial Fulfillment for the Award of the Degree of

MASTER OF BUSINESS ADMINISTRATION GNANAMANI COLLEGE OF TECHNOLOGY


NAMAKKAL 637 018 JUNE-2011

GNANAMANI COLLEGE OF TECHNOLOGY

NAMAKKAL
MASTER OF BUSINESS ADMINISTRATION
PROJECT REPORT JUNE- 2011

This is to certify that the project entitled

A STUDY ON CUSTOMER PREFERENCE TOWARDS AIRTEL AS A SERVICE PROVIDER IN RASIPURAM


is the bonafide record of project work done by NAGARAJU.S (Register No: 098001604028) of Master of Business Administration during the year 2010-2011

..
Project Guide

.
Head of the Department

Submitted for the Project Viva-Voce examination held on . Internal examiner . External examiner

DECLARATION

I affirm that the project work titled A STUDY ON CUSTOMER PREFERENCE TOWARDS AIRTEL AS A SERVICE PROVIDER IN RASIPURAM being submitted in partial fulfillment for the award of M.B.A (Master of Business Administration) is the original work carried out by me. It has not formed the part of any other Project work submitted for award of any degree or diploma, either in this or any other University.

(Signature of the Candidate) NAGARAJU.S (098001604028)

I certify that the declaration made above by the candidate is true

(Signature of the Guide) S.VIGNESH, MBA Lecturer, Department of Management Studies Gnanamani College of technology

ACKNOWLEDGEMENT

I own my gratitude to Dr.T.ARANGANAL, Chairman, and Smt.P.MALA LENA chairperson of GNANAMANI COLLEGE OF TECHNOLOGY, Namakkal for giving me an opportunity to study MBA course in this college during the year of 2010-2011.

I express my profound gratitude and special thanks to Dr.V.BASKARAN, principal, GNANAMANI COLLEGE OF TECHNOLOGY, for giving me the opportunity to undertake this Project report.

I am thankful to Miss.R.NIRMALA RANI, H.O.D Department of Management studies for her constant advice and value guidance throughout the Project report.

I am thankful to my Faculty Guide Mr. S.VIGNESH, lecturer Department of Management studies for his constant advice and value guidance throughout the Project report.

I am also thankful to the entire faculty members of the department of management studies for their kind and valuable cooperation during the course of the project. I would also like to thank my parents, friends and well wishers who encourage me to complete this project successfully.

NAGARAJU.S

CONTENTS

S.N o 1 2 3
ABSTRACT

Particulars

Page no
I

LIST OF TABLES LIST OF FIGURES CHAPTER 1

II IV 1 2 3

1.1 INTRODUCTION OF STUDY 1.2 SIGNIFICANCE OF STUDY 1.3 COMPANY PROFILE


CHAPTER 2

2.1 IMPORTANCE OF THE STUDY 2.2 OBJECTIVE OF THE STUDY 2.3 SCOPE OF THE STUDY 2.4 RESEARCH METHODOLOGY 2.5 LIMITATION OF THE STUDY
CHAPTER 3

6 7 8 9 13 14
53

3.1 ANALYSIS AND INTERPRETATIONS


CHAPTER 4

4.1 FINDINGS SUGGESTIONS AND CONCLUSION 5


QUESTIONNAIRE

57

ABSTRACT
I have undertaken the project on A Study on Customer Preference towards Airtel as a Service Provider In Rasipuram as a part of the curriculum of the VIth trimester. The main reason I took up this project is to learn how different consuming mode affect the customers in their daily life. The prime intention of doing this project is to be understood what sorts of diversified factors affecting a lot to their optimum customers along with being known how companies are come under its massive impacts at widespread. During this short span of time, myself was capable knowing how any company profoundly proficient flourishing their enterprise by keeping gorgeous durable relations with their employees constituting releasing qualitative services sans taking any additional charges through their consumers in the cordial manners. Meanwhile, It is helped to understand tremendously how favorable working schedules help to the employees to work much more efficiently within an organization emphasizing sternly in which manner an employee and employer ought to be kept a proper balance between their work and family as well as focusing deliberately how people might be keep balance by making their working time flexible. Work quality, basically, is all about employees involvement consists of methods to motivate employees to participate in decision making including rendering elite services to their customers warmly is co-operating in rapport building which gives emphasis on the use of quality circles by companies primly Airtel, Vodafone and so on other giant size cellular service provider helping in resolving several service pertaining obstructions. This project is a mean to appreciate the nitty-gritty involvement of employees relationship with their organization and their employers helping me to understand how organizations keep constant check of customer service and their satisfaction so as to run their business try their level best. Last but not the least, this project, shows me through case studies how different organizations take care of their working environment to be kept their employees and other associates massively glad for acquiring their long term loyalities and raising tremendous gains through them, deliberately.

LIST OF TABLE

SL.N O 3.1

Title

Page No 15

The table shows the respondents on the basis of their age

3.2

The table shows the respondents on the basis of their sex

17

3.3

The table shows the respondents on the basis of their occupation

19

3.4

The table shows the respondents on the basis of their monthly income

21

3.5

The table shows the respondents on the basis of their educational qualification

23

3.6

The table shows awareness about their service

25

3.7 3.8

The table shows that purpose of using The table shows service facility that attract you the most

27 29

3.9

The table shows that faring the problem

31

3.10

The table shows an opinion about airtel as a service provider compared to other service providers

33

LIST OF FIGURE

SL.N O 3.1

Title The chart shows the respondents on the basis of their age

Page No 16

3.2

The chart shows the respondent on the basis of their sex

18

3.3

The chart shows the respondent on the basis of their occupation

20

3.4

The chart shows the respondent on the basis of the monthly income

22

3.5

The chart shows the respondent on the basis of their educational qualifaction

24

3.6 3.7

The chart shows awareness about their service The chart shows that purpose of using

26 28

3.8

The chart shows service facility that attracts you the most

30

3.9

The chart shows that faring the problems

32

3.10

The chart shows an opinion about Airtel as a service provider compared to other service provider

34

3.11

The chart shows the mobile phone used

36

3.12

The chart shows that the customer care update the latest schemes

38

CHAPTER 1 1.1 INTRODUCTION

WHO IS CUSTOMER A customer is the most significant icon for long term survival of any firms or enterprises in terms of retaining quality products and services at affordable cost as for being the market king.

A customer doesnt dependent upon us while in several aspects, we dependent upon him. A customer is not an interruption of our work; actually, they are the purpose of them. We are not doing any sorts of favors by serving them; actually, they are doing it for our flavor by giving us the opportunity to do so.

A customer is not someone to argue or match with someone. No body ever won an argument with customer. A customer is a person who brings as his wants. It is our job to handle them profitability to him and to ourselves.

Today, more companies are recognizing the importance of satisfying and retaining customers. Satisfied customers constitute the companys relationship capital. If the company were to be sold, the acquiring company would to pay not only for the plant and equipment and the brand name but also for the delivered customer base mainly the number and the value of the customer who would do business with the new firms.

1.2 SIGNIFICANCE OF THE STUDY

Customer preference means, the preference on the part of the customer for one brand of a product in relation to various other brands of the same product available in the market. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales. Its network operations are provided by Ericsson, business support by IBM and transmission towers by another company. Ericsson agreed for the first time to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enables the company to provide pan-India phone call rates of Rs. 1/minute . The businesses at Bharti Airtel have always been structured into three individual strategic business units - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities and has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the brand ambassadors of the DTH company. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles and international bandwidth access through the gateways and landing station.

1.3 COMPANY PROFILE Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement with Germany's Siemens to manufacture the company's push-button telephone models for the Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. This first-mover advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications market. By the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first cordless telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi. In 1995, Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Bombay Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and Nicobar. In 2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel began operating in Bangladesh and 16 African countries.Today, Airtel is the largest cellular service provider in India and fifth largest in the world.Bharti Airtel formerly known as Bharti TeleVentures LTD is the largest cellular service provider in india with more than 131 million subscribtions as of April 2010 With this, Bharti is now the world's third-largest, single-country mobile operator and sixth-largest integrated telecom operator. It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. The company also provides telephone services and broadband Internet access in top 95 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai which connects the submarine cable connecting Chennai and Singapore.It is known for being the first mobile phone company in the world to outsource everything except marketing and sales.Its network operations are provided

by Ericsson, business support by IBM and transmission towers by another company. Ericsson agreed for the first time to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enables the company to provide pan-India phone call rates of Rs. 1/minute . The businesses at Bharti Airtel have always been structured into three individual strategic business units - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities and has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the brand ambassadors of the DTH company. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles and international bandwidth access through the gateways and landing station. Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. In India, the company has a 24.6% share of the wireless services market, followed by 17.7% for Reliance Communications and 17.4% for Vodafone Essar. In January 2010, company anonced that Manoj Kohli, Joint Managing Director and current Chief Executive Officer of Indian and South Asian operations, will become the Chief Executive Officer of the International Business Group from 1st April 2010. He will be overseeing Bharti's overseas business. Current Dy. CEO, Sanjay Kapoor, will replace Manoj Kohli and will be the CEO with effective from 1st April, 2010.

CHAPTER II

CHAPTER II 2.1 IMPORTANCE OF THE STUDY

Delivering messages from one corner to another ,globally

Accumulation of data through utilizing the internet of Airtel

Wide range of global conversation through video conferencing

Twenty- four hours of internet chatting by the use of Airtel internet modem

Frequent easy accessing of customesr within the Airtel service consumptions

2.2 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVES To analysis the customer preference level of Airtel customers. SECONDARY OBJECTIVES

1.
2.

To analysis the level of satisfaction among Airtel customers.

To find out the customers preference for different kinds of instrument

3. 4. 5.

To analysis the service facility through the Airtel Ltd.

To find out the purpose for using the Airtel network

To analyse the media and effectives of media for the Airtel Ltd.

2.3 SCOPE OF THE STUDY Let us look into the profile of our company and the opportunity is facing us. The great opportunity focus to provide high quality service for a low cost. Airtel has an unbelievable opportunity in front of them, because last year DOT has collected Rs. 720 crores about Rs. 312 crores were pertaining to calls made the state with an average of about Rs. 26 crores in amount. This statistics shows that we already have an enormous subscriber base to catch up to obtain a strong establishment in the market. Airtel shall target the existing DOT customer base.

Since Airtel has big volumes of sale where the company has set up a high goal to achieve 5,00,000 customers in 3 years.Especially in Tamil Nadu, Airtel launched in major areas and occupies more hands in the short span of time gigantically. Even though, another cellular service providers created awareness among consumer about different sorts of cells despite among them Airtel is unique one because of its affordable price with better services . Airtel captures more market than Tata Docomo,Vodafone so and on others stating tremendously its coverage reaches probably all towns and cities throughout the india.

2.4 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problems. It may be understood as a science of studying how research is done scientifically. It includes various steps that are generally adopted by researcher in studying his research problems along with the logic behind them. RESEARCH DESIGN

The formidable problem that follows the task of defining the research problem is the preparation of the design of the research project, popularly known as the Research

Design.Research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. The research design adopted for this study is descriptive design. Descriptive research includes surveys and fact finding of different kinds. The major purpose of descriptive research is description of the state of affairs as it exists at present. SAMPLING UNIT The sampling unit consists of the Airtel owners in Rasipuram playing their root role in terms of conducting credible survey being known the customers preferences easilys. The data was collected from all the 75 respondents by means of questionnaire. SAMPLING TECHNIQUES The sampling technique used in this study is Convenience sampling. When the population elements for inclusion in the sample based on the ease of access, it can be called as convenience sampling. CONVENIENCE SAMPLING In this method, the sample units are chooses primary on the basic of the convenience to the investigation.

SOURCE OF DATA: There are two types of data Primary data Secondary data

PRIMARY DATA

The primary data was collected from the respondents by means of questionnaire. SECONDARY DATA

The secondary data was collected from the books, journals, magazines and company. DATA COLLECTION METHOD

The data is collected through a structure questionnaire. DATA ANALYSIS, TOOLS AND TECHNIQUES

The different tools uses by the researcher during the entire data analysis.

CHI-SQUARE TEST

The chi-square test is a use the measure of comparing experimentally obtained result with those expect. The oriented and based on the Hypothesis. It is as test static provides a set of theoretical frequencies are compared. Chi-Square test is a non-parametric test used most frequently by marketing researcher to test the hypothesis. A hypothesis is a statement about the population parameter. It is a conclusion tentatively drawn on logical basis. Testing a hypothesis a procedure that helps us to ascertain the likely of hypothesized population parameter being correct by making use of sample statistic.

The chi-square is computer on the basis of frequented in a sample and thus the value of chisquare so obtained is a statistic.

The objective of chi-square test is to determine if real or signification difference exist among various groups it is applied to test the models between the attributed when the sample data is presented in the from of a contingency table with any number of rows and columns.

Chi-square can be defined by a formula as

X2 = (Oi Ei)2/Ei Where Oi Ei = Observed frequency of the event = Expected frequency of the event

STEPS INVOLVED

Set up the null hypothesis models between the attributed alternate hypothesis. STEP 1 Calculate all expected frequencies i.e. for all values of I = 1,2,3, n.

STEP 2 Take the difference between each observed frequency Oi and the corresponding expected frequencies Ei for each value.

STEP 3 Square each difference for each value of I, i.e. calculate (Oi-Ei) for all values of I = 1,2,3, n.

STEP 4 Divide each square difference by the corresponding expected frequency i.e. calculate X2 = (Oi Ei)2/Ei

STEP 5 Concluding the hypothesis this accepted or rejecting Ho.

It is calculated value of X2 < tabulated value X2 then accept null hypothesis. It is calculated value of X2 > tabulated value X2 then reject null hypothesis.

2.5 LIMITATION OF THE STUDY

Due to time constraints the researcher taken only limited sample 07-75 respondents. The sample were taken only in scattered localities and not from the throughout city. Absence of the respondents at home may have resulted in another member of the family giving

in accurate answers.

Dealers opinion might be biased towards the brand they deal with from long duration. Some of the respondents are non - co-operative because of their unwillingness not being the

part of survey.

CHAPTER-III ANALYSIS AND INTERPRETATIONS

CHAPTER-III ANALYSIS AND INTERPRETATIONS TABLE NO: 1 THE TABLE SHOWS THE RESPONDENTS ON THE BASIS OF THEIR AGE

S.No 1 2 3 4 Total

Particular Below 21 21 to 30 31 to 40 Above 41

No. of Respondent 35 33 7 75

Percentage 47 44 9 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table refers that 47% of the respondents are comes under below 21 age group.

CHART NO: 1

TABLE NO: 2 THE TABLE SHOWS THE RESPONDENT ON THE BASIS OF THEIR SEX

S.No 1 2 Total

Particular Male Female

No. of Respondent 57 18 75

Percentage 76 24 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table shows that 76% of the respondents are male and remaining 24% of the respondents are female.

CHART NO: 2

TABLE NO: 3 THE TABLE SHOWS THE RESPONDENTS ON THE BASIS OF THEIR OCCUPATION

S.No 1 2 3 4 5 Total

Particular Employed Student Professional Business Others

No. of Respondent 9 52 2 11 1 75

Percentage 12 69 3 15 1 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table explains that 69% of the respondents are comes under student.

CHART NO: 3

TABLE NO: 4 THE TABLE SHOWS THE RESPONDENTS ON THE BASIS OF THE MONTHLY INCOME

S.No 1 2 3 4 Total

Particular Less than 3,000 3,001 5000 5,001 10,000 More than 10,000

No. of Respondent 44 17 11 3 75

Percentage 59 23 14 4 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table explains that 59% of the respondents are earning less than Rs 3,000 per month.

CHART NO: 4

TABLE NO: 5 THE TABLE SHOWS THE RESPONDENTS ON THE BASIS OF THEIR EDUCATIONAL QUALIFICATION

S.No 1 2 3 4 Total

Particular Graduate PG Professional Others

No. of Respondent 39 25 3 8 75

Percentage 52 33 4 11 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table refers that 52% of the respondents are comes under graduate.

CHART NO: 5

TABLE NO: 6 THE TABLE SHOWS AWARENESS ABOUT THEIR SERVICE

S.No 1 2 3 4 Total

Particular Friends & Relatives Advertisement Sales cold calls Others

No. of Respondent 49 21 2 3 75

Percentage 65 28 3 4 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table refers that 65% of the respondents are awarding through Friends & Relatives.

CHART NO: 6

TABLE NO: 7 THE TABLE SHOWS THAT PURPOSE OF USING

S.No 1 2 3 Total

Particular Business Personal Use Other

No. of Respondent 14 48 13 75

Percentage 19 64 17 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table explains that 64% of the respondent are using in personal use.

CHART NO: 7

TABLE NO: 8 THE TABLE SHOWS SERVICE FACILITY THAT ATTRACTS YOU THE MOST

S.No 1 2 3 4 5 6 7 8 Total

Particular Message Local calls STD calls Calling rates Roaming CUG Coverage Billing

No. of Respondent 21 8 7 21 1 12 5 75

Percentage 28 11 9 28 1 16 7 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table explains that 28% of respondents are comes under message and calling rates.

CHART NO: 8

TABLE NO: 9 THE TABLE SHOWS THAT FARING THE PROBLEMS

S.No 1 2 3 4 5 Total

Particular Billing Network Coverage Service at franchise None

No. of Respondent 9 28 23 3 12 75

Percentage 12 37 31 4 16 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table explains that 37% of respondents are affecting the network problem.

CHART NO: 9

TABLE NO: 10 THE TABLE SHOWS ON OPINION ABOUT AIRCEL AS A SERVICE PROVIDES COMPARED TO OTHER SERVICE PROVIDERS

S.No 1 2 3 4 Total

Particular Very good Good Average Bad

No. of Respondent 30 26 16 3 75

Percentage 40 35 21 4 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table refers that 40% of the respondent opinion are very good.

CHART NO: 10

TABLE NO: 11 THE TABLE SHOWS THE MOBILE PHONE USED

S.No 1 2 3 4 5 Total

Particular Nokia Sony Erickson Samsung LG Others

No. of Respondent 44 7 13 9 2 75

Percentage 59 9 17 12 3 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table explains that 59% of the respondents are using Nokia mobile phone.

CHART NO: 11

TABLE NO: 12 THE TABLE SHOWS THAT THE CUSTOMER CARE UPDATE THE LATEST SCHEMES

S.No 1 2 3 Total

Particular Always Some Times Never

No. of Respondent 21 50 4 75

Percentage 28 67 5 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table refers that 67% of respondents are latest schemes knowing some times.

CHART NO: 12

TABLE NO: 13 THE TABLE SHOWS THAT WHICH ADVERTISING MEDIA MOSTLY USED BY AIRTEL

S.No 1 2 3 4 5 Total

Particular News paper Magazine T.V Bill Board Others

No. of Respondent 29 10 28 5 3 75

Percentage 39 13 37 7 4 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table infers that 39% of the respondents are mostly used newspaper.

CHART NO: 13

TABLE NO: 14 THE TABLE SHOWS THAT RESPONDENTS FEELING OF THE AIRTEL ADVERTISEMENT

S.No 1 2 3 Total

Particular Attractive Boding No comments

No. of Respondent 24 26 25 75

Percentage 32 35 33 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table shows that 35% of respondent are feel in boring of Aircel advertisement.

CHART NO: 14

TABLE NO: 15 THE TABLE SHOWS SATISFACTION LEVEL OF AIRTEL

S.No 1 2 3 4 5 Total

Particular Highly satisfied Satisfied Moderate Dissatisfied Highly dissatisfied

No. of Respondent 11 46 18 75

Percentage 15 61 24 100

SOURCE OF DATA: SECONDARY DATA

INFERENCE The above table refers that 61% of the respondents are satisfied.

CHART NO: 15

CHI SQUARE ANALYSIS TEST - I RELATIONSHIP BETWEEN THE AGE AND SATISFACTION LEVEL NULL HYPOTHESIS (HO) There is no significant relationship between the age and Satisfaction level. ALTERNATIVE HYPOTHESIS (H ) There is significant relationship between the age and satisfaction level.

Satisfaction Level Age Group Highly Satisfied Below 21 years 21-30 years 31-40 years Above years Total 11 46 18 0 0 75 41 0 0 0 0 0 0 3 2 2 0 0 7 Dis satisfied Highly Dis satisfied 0 0 35 33 Total

Satisfied

Moderate

5 3

22 22

8 8

0 0

CHART NO:16

CHI SQUARE ANALYSIS

Oi 5 22 8 0 0 3 22 8 0

Ei 5.13 21.46 8.4 0 0 4.84 20.24 7.92 0

(Oi Ei) -0.13 0.54 -0.4 0 0 -1.84 1.76 0.08 0

(Oi Ei)2 0.0169 0.2916 0.16 0 0 3.3856 3.0976 6.4 0

(Oi Ei)2 / Ei 3.2943 0.0135 0.0190 0 0 0.6995 0.1530 0.8080 0

0 3 2 2 0 0 0 0 0 0 0

0 1.02 4.29 1.68 0 0 0 0 0 0 0

0 1.98 -2.29 0.32 0 0 0 0 0 0 0

0 3.9204 5.2441 0.1024 0 0 0 0 0 0 0

0 3.8435 1.2224 0.060 0 0 0 0 0 0 0

TOTAL Calculated value Degree of freedom = 10.1132 = (5-1) (4-1) = (4) (3) = 12 Table value of degree of freedom 12 with 5% Level of significance = 21.026. By comparing the table value and calculated value of X2 we found that the table value is higher than the calculated value. So we can accept the hypothesis.

CONCLUSION So, there is no significant relationship between the age and satisfaction level.

TEST II RELATIONSHIP BETWEEN THE INCOME AND SATISFACTION LEVEL NULL HYPOTHESIS (HO) There is no significant relationship between the income and satisfaction level. ALTERNATIVE HYPOTHESIS (H ) There is no significant relationship between the income and satisfaction level.

Income

Satisfaction Level Highly Satisfied Satisfied Moderate Dis satisfied Highly Dis satisfied

Total

Less than 4 Rs. 3000 Rs 5000 Rs. 5001- 4 3001- 3

29

11

44

17

11

10000 Above Rs. 10000 Total 11 46 18 0 0 75 0 2 1 0 0 3

CHART NO:17

CHI SQUARE ANALYSIS

Oi 4 29 11 0 0

Ei 6.45 26.98 10.56 0 0

(Oi Ei) -2.45 2.02 0.44 0 0

(Oi Ei)2 6.0025 4.0804 0.1936 0 0

(Oi Ei)2 / Ei 9.3062 1.5123 1.8333 0 0

3 9 5 0 0 4 6 1 0 0 0 2 1 0 0

2.49 10.42 4.08 0 0 1.61 6.74 2.64 0 0 0.44 1.84 0.72 0 0

0.51 1.42 0.92 0 0 2.39 -0.74 -1.64 0 0 -0.44 0.16 0.28 0 0

0.2601 2.0164 0.8464 0 0 5.7121 0.5476 2.6896 0 0 0.1936 0.0256 0.0784 0 0

1.0445 1.9351 2.0745 0 0 3.5478 8.1246 1.0187 0 0 0.44 1.3913 1.0888 0 0

TOTAL Calculated value Degree of freedom = 33.3171 = (4-1) (5-1) = (4) (3) = 12 Table value of degree of freedom 12 with 5% level of significance = 21.026 By comparing the table value and calculated value of X2 we found that the table value is lower than the calculated value. So we can Reject the hypothesis.

CONCLUSION So, there is significant relationship between the income and satisfaction level.

CHAPTER IV FINDINGS, SUGGESTIONS, AND CONCLUSION

CHAPTER IV FINDINGS, SUGGESTIONS, AND CONCLUSION

FINDINGS

47% of the respondents are comes under below 21 age group.` 76% of the respondents are male and remaining 24% of the respondents are female. 69% of the respondents are comes under student. 59% of the respondents are earning less than Rs 3,000 per month. 52% of the respondents are comes under graduate. 65% of the respondents are awarding through Friends & Relatives. 64% of the respondent are using in personal use. 28% of respondents are comes under message and calling rates. 37% of respondents are affecting the network problem. 40% of the respondent opinion are very good. 59% of the respondents are using Nokia mobile phone. 67% of respondents are latest schemes knowing some times. 39% of the respondents are mostly used newspaper. 35% of respondent are feel in boring of Aircel advertisement. 61% of the respondents are satisfied.

CHI-SQUARE RESULTS In test I there is no significant relationship between the age and satisfaction level. In test II there is significant relationship between the income and satisfaction level.

SUGGESTIONS

The company can increase the number of towers in and around Tamilnadu for the clear

network and coverage.

In order to increase subscribes, Rasipuram dealer may take up sales promotional measure

such as social welfare activities like roadside parks, organizing blood donation camps or some other social service programme individually or coupled such as lions club, rotary club etc.

The Aircel company should provide some gift others to the purchases in order to encourage

it sales.

Most of the Aircel subscribers are earned less than 3000 of their monthly income. So they

will reduce their tariff and tax rates. It can be increasing the subscribers of Aircel usage.

The complaint box should be installed at the authorized center, so that customers are given

an opportunity to express their complaints.

CONCLUSION

Airtel is being coped direct competitions through big industries like, Vodaofone, Reliance, and Tata Docomo constituting so and on other cellular service providers. It would be capable capturing more customers by using various tools in terms of enhancing their financial gains. Now, it is directly focusing beyond the realm of any territory intending its miraculous quantum leap touching the infinite horizon, delibrately. Meanwhile, It is tough for Airtel occupying the overall market being erecting solo within stiff market rivilary despite it is major cellular service provider capturing more and more subscribers attentions towards their errorfree essenceful services. Thats why, it is believed that Airtel ought to be achieved their destinations easily among their market rivals within or beyond the Indian outskirts .

QUESTIONNAIRE

A STUDY ON CUSTOMER PREFERENCE TOWARDS AIRTEL AS A AIRTEL AS A SERVICE PROVIDER IN RASIPURAM

QUESTIONNAIRE

PERSONAL DETAILS:

1.Name :

2.Age : Below 21 31 to 40 3.Sex : Male 21 to 30 Above 41 Female

4.Occupation/Category

Employed Student professional business others

5.Monthly income

Less than 3000 3001 to 5000 5001 to 10,000 More than 10,000

6. Educational qualification

Graduate PG Professional Others 7 .I am to connected Airtel service since : Less than 6 months 6 months to 1 year 1 to 2 years more than 2 years

8.State the source of awareness about the service :

Friends & relatives Advertisement Sales cold calls Others

9.For what purpose do you use the Airtel network ?

Business Peronal use interaction Others

10.State the service facility that attracts you the best : Message Calling rates Local calls Roaming STD Calls Coverage

11.Do you have any problems in

Billing Network Coverage Service at franchise None

12.What is your opinion about Airtel as a service provider ? compared to other service

providers alike Idea,Aircel,Reliance ?

Very good Good Average Bad

13. Rank the following operators in service

Provider Airtel Aircel BSNL Vodafone Tata Indicom Relaince

Rank

14.Which mobile do you use ?

Nokia Panasonic Samsung Motorola Others specify------------------------Specify model------------------------

15.Does customer care update you on latest schemes ? Always Sometimes Never

SATISFACTION LEVEL OF THE AIRTEL CELLULAR SERVICE CUSTOMERS

S. no. 16. 17.

Factors/level satisfaction Customer support Transperancy service

of Highly satisfied

Satisfied

Moderate

Dissatisfied

Highly dissatisfied

in

18.

Competative price

19. 20. 21. 22.

Market reputation Sustainable growth Information clarity Time taken to respond phone enquiries

23.

Staff treating you as a valuable customer

24.

Overall Satisfaction

25. Which advertising media according to you is most frequently used by Airtel ? Newspaper Magazine TV Other ?

26. Can you recall any advertisement which is remarkable for you ? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------

27.How do you feel about Airtel advertisement ?

Interesting Boring No idea 28. Do you think the advertisements of our services and products capture the best quality in the market? If no why? 29. How will you define our advertisement? a. Funny b. Interesting & Informative c. Convincing d. Too long e. Very short 30.If you have any suggestion specify here ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

(Thank you)

REFERENCES

BIBLIOGRAPHY

BOOKS

1.

John Graham, Philip R Cateora, International Marketing, 10th Edition, Tata McGraw Hill.

2.

C.R. Kothari, Research Methodology,Vishwa Prakasham Publications,

New Delhi.

3.

Philip Kotler, Marketing Management, Millennium Edition, Prentice Hall of India Pvt Ltd.

JOURNALS Journal for Indian Marketing

WEBSITE www.airtel.com