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PROJECT REPORT ON THE STUDY OF CUSTOMER SATISFACTION TOWARDS AIRTEL POST-PAID AND COMPARATIVE STUDY OF AIRTEL AND OTHE

TELECOME COMPANY

For the Partial Fulfillment of the Requirement of Master of Business Administration (MBA) Full Time (FT) (2012 - 2014) Submitted By Ankit saxena MBA III Semester

Under the guidance of Dr.pratiyush Tripathi (Professor)

VNS GROUP OF INSTITUTIONS; FACULTY OF MANAGEMENT


BARKATULLAHVISHWAVIDYALAYA,

2013

ACKNOWLEDGEMENT

This summer internship project has been of great learning experience in my professional degree which will make all the future work easy for me. For this I am always indebted to all the people who helped me in its completion. I am especially thankful to DEAN ACADEMICS MR.SHIRISH VERMA and my faculty guide prof. DR.PRATIYUSH TRIPATHI or his valuable guidance, and timely help and support. He has been given me has constant support and guidance during the course of project work and I feel extremely fortunate to work under him. I am very thankful to the management of BHARTI AIRTEL PVT LTD for Giving me a chance to do my project in this esteems organization. I am very thankful to Mr. GOURAV GOSWAMI ( TSM OF AIRTEL ) who guided me & encouraged me in the successful completion of this project and helped me throughout the project work.

DECLARATION

I, the undersigned hereby declare that this project report entitled THE STUDY OF CUSTOMER SATIION TOWARDS AIRTEL POST-PAID AND COMPARATIVE STUDY OF AIRTEL AND OTHE TELECOME COMPANY Has been written and submitted under the guidance of Mr.GOURAV GOSWAMI (TSM OF AIRTEL) It is the original work and has not been copied from any other trainee for the partial fulfillment of the requirement of a course of study.

Date :

ANKIT SAXENA

TABLE OF CONTENT
CHAPTER NO. 1. TITLE STATEMENT OF THEPROBLEM & OBJECTIVE OF THE STUDY INTRODUCTION OF THE TOPIC PAGE NO. 5

2.

6-7

3. 4.

COMPANY PROFILE RESEARCH METHODOLOGY& DATA ANALYSIS & INTERPRETATION FINDINGS SUGGESTIONS CONCLUSION QUESTIONNAIRE & BIBLIOGRAPHY

8-32 33-47

5. 6. 7. 8.

48 49 50 51-55

STATEMENT OF THE PROBLEM

Customer satisfaction is a general problem which every organization face may be at high extent or may be at medium extent or may at low extent. The hypothesis has been made that there is a problem to achieve customers satisfaction in Airtel post-paid, and this is affecting on the target of achievement of the companys objectives. Survey has been conducted to know the customers satisfaction. The research conducted was descriptive research the objectives were found out from the market by asking the customers about their views.

OBJECTIVES OF THE STUDY

To know the customers satisfaction. To know the customers behavior and response towards Airtel Company. To find out the factors influencing the customers. To know the activities and facilities provided by company to satisfy customers. To study welfare activities of the company. To know the expectations of customers while connecting with Airtel Company. To know how branded the Airtel is? To give remedial measures that can be implemented by Airtel

CHAPTER I
INTRODUCTION OF THE TOPIC
CUSTOMER SATISFACTION Introduction:
Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing products perceived performance (or outcome) in relation to his or her expectations. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy suits when better offer comes along. Those who are highly satisfied are much less ready to switch high satisfaction or delight credits an emotional dignity with the brand, not just a relational preference. The result is high customer loyalty. Their expectations are influenced by their past buying experience, friends and associated advice, marketers, competitors information and promises. If marketers raise expectations too high, the buyer is to be disappointed. Definition: Satisfaction is a function of perceived performance and expectations. If the performance falls short of the expectations the customer is satisfied. If the performance matches the expectations the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted.

Cautions in measuring customer satisfaction: When customer rates their satisfaction with an element of the companys performance, the delivery company needs to recognize that how the customer defines the good delivery. This could mean an early delivery, on time delivery, order completeness and so on. Yet the company had to spell out every element in detail, customer would face a huge questionnaire. The company must also realize that two customers can report being highly satisfied for different reason. Companies should also know that mangers and sales people can manipulate their ratings on customer satisfaction. They can be especially nice to customers just before the survey.
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Another danger is company will go out of the way to please to customer; some customers may express high satisfaction classification (even satisfied) in order to receive more concessions.

Delivering customer value and satisfaction value chain: The value chain as a tool for identifying ways to create more customer value, every firm has a collection of activities that are performed to design, produce market deliver and support it products. The value chain identifies nine strategically relevant activities. This nine value creating activity consists of five primary activities and four support activities. The primary activities represent the sequence of bringing materials into the business. Converting them into final products, shipping out final products, marketing them and providing service. The support activities procurement, technology development, human resource management and firm infrastructure.

Value delivering network: To be successful the firms also need to look for competitive advantage beyond its own operations, into the value chain of its suppliers, distributors and customers. Many companies today have partnered with specific suppliers and distributors to create a superior value delivery network

Attracting and retaining customers: In addition to attracting the new customers and retaining the existing customers many companies are intent on developing stronger bonds and loyalty in the supply chain

CHAPTER II
INTRODUCTION OF THE COMPANY

INTRODUCTION TO TELECOM INDUSTRY


The Indian Telecommunications network with 110.01 million connections is the largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique for U.S. companies in the stagnant global scenario. According to Broadband Policy, Government of India aims at 9 million broadband connections and 18 million internet connections by 2012. The wireless subscriber base jumped from 33.69 million to 62.57 million. In the last 5 years, two out of every three new telephone subscribers were wireless subscribers. Wireless subscriber growth is expected to bypass 2.5 million new subscribers per month by 2012. The wireless technologies currently in use are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circle and 4 metro cities, covering 2000 towns across the country. Department of Telecommunication (DOT) under the Ministry of Telecommunication government of India. The main aim of these telecommunication companies in India is to provide basic telephony service to each and every Indian.

With the advent of private telecommunication companies in India, the industry witnessed introduction of mobile telephones into the Indian market and it became popular amongst the Indian masses. The two types of mobile phone services providers operators in the Indian market, like the followingGlobal System for mobile communications (GSM) Code Division Multiple Access (CDMA)
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The main binding objectives for all the Tele communication companies in India are as follow:

To facility telecommunication for all Ensuring quick availability of telephone connectivity Achieve universal service access at affordable price covering all Indian villages, as early as possible Providing world class telecommunication services Solving consumer problems, resolve disputes, and special attention to given to publish interface To provide widest possible range of services at reasonable prices To protect the defense and security interests of the country

THE KEY PLAYERS IN THE TELECOM MARKETING IN INDIA

1. Airtel 2. Idea 3. Reliance 4. Vodafone 5. BSNL 7

Idea
The Chairman of Idea is Kumar Mangalam Birla. It is GSM mobile cellular service .provider. It is owned by Aditya Birla group. It is the fifth largest mobile operator in India and 20th in the World. It is the Major Telecom Company in India. It was commenced in 1995 in Maharashtra.

Reliance
The late Dhirubhai Ambani dreant of a digital India an India where the common man would have access to affordable means of information and communication. Reliance Communication has a reliable, high-capacity, integrated (both wireless and wire line) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting.

Vodafone
Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 16 telecom circles in India. Despite the official name being Vodafone Essar, its products are simply branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros.VodafoneEssar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology, offering voice and data-services in 16 of the country's 23 licence areas. Vodafone Essar is owned by Vodafone 52%, Essar group 33%, and other Indian nationals, 15%

BSNL
Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Limited) is a public sector communications company in India. It is the India's largest telecommunication company with 25.14% market share as on December 31, 2009. BSNL is India's oldest and largest Communication Service Provide (CSP). Currently BSNL has a customer base of 68.5 million (Basic & Mobile telephony).It is the 7th largest World Telecommunications Company providing comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLSVPN, VSAT, VoIP services, IN Services etc. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers. 9

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INTRODUCTION TO BHARTI AIRTEL

Bharti Airtel is one of India's leading private sector of telecommunications services based on an aggregate of 66,689,943 customers as on April 30, 2009.Consisting of 64,370,434 GSM mobile and 2,319,509 Bharti Telemedia subscribers.

The business at BhartiAirtel have been structured into three individual strategic business units (SBU's) Mobile services- It provides the prepaid and postpaid connection. Telemedia service It provides broadband and telephone services in 94 cities. Enterprises services- It provides long distance services and services to corporate. Digital TV Services- It provides Digital TV Services.

Telemedia services and enterprise group provides GSM mobile services across India in 23 telecom circles,. All these services are provided under the Airtel brand. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE). Airtelcomes to you from Bharti Tele- Ventures Limited a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Through customer satisfaction, Airtel has redefined the business through marketing innovations, continuous technological up gradation of the network, introduction of new generation value added services and the highest standard of customer care. Bharti is the leading cellular service provider, with an all India footprint covering all 23 telecom circle of the country. It has over 12 million satisfied customers.

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Cellular telephony was introduced in India during the early 1990s. At that time, there were only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered only postpaid services. Initially, the cellular services market registered limited growth. 10 Moreover, these services were mostly restricted to the metros. Other factors such as lack of awareness among people, lack of infrastructural facilities, low standard of living, and government regulations were also responsible for the slow growth of cellular phone services in India.

Although the cellular services market in India grew during the late 1990s (as the number of players increased and tariffs and handset prices came down significantly) the growth was rather marginal. This was because the cellular service provides offered only post- paid cellular services, which were still perceived to be very costly as compared to landline communications. Following this realization, the major cellular service providers in India, launched prepaid cellular services in the late 1990s. The main purpose of these services was to target customers from all sections of society.

ORGANIZATIONAL HISTORY

Airtel comes to you from BhartiAirtel Limited a part of the biggest private integrated telecom conglomerate, Bharti Enterprises established in 1976. Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. It is one of India's leading private sector providers of telecommunications services. Bharti Tele- Ventures also provides telephone services and internet access over circles. The company complements its mobile broadband & telephone services with national and international long distance services. 15

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Bharti created history by becoming first and only telecom operator to have an all India mobile footprint across 23 circles. Airtel today connects India from the Indus to the Indian Ocean and form Sabarmati to the Brahmaputra on a network of more than 14,000 base stations covering more than 3000 towns across all the 23 telecom circles in India. Market Leadership: Airtel has maintained its market leadership over the last 2 years by garnering the highest share of net adds (more numbers of customers have the preferred Aitelvis a vis other operators in the circle.)
Airtel includes innovative services like Hello Tunes, Missed call Alerts, Blackberry, Assal

Marathi, Konkani Hello Tunes, Bi lingual bills and host of other segmented products like 999 Lifetime Prepaid card etc. 12

BOARD OF DIRECTORS
The Board of Directors of the Company has an optimum mix of Executive and NonExecutive Directors, which consist of three Executive and Fifteen Non Executive Directors. The Chairman and Managing Directors, Mr. Sunil Bharti Mittal, is an Executive Director and the number of Independent Directors on the Board is 50% of the total Board strength. The independence of a Director is determined on the basis that such director does not have any material pecuniary relationship with the Company, its promoters or its management, which may affect the independence of the judgment of a Director. The Board members posses requisite skills, experience and expertise required to take decisions, which are in the best interest of the Company.
The compositions of the Board as under:

Sunil Bharti Mittal RajanBharti Mittal Akhil Gupta RakeshBharti Mittal Chua Sock Koong N. Kumar Kurt Hellstorm Donald Cameron
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Paul O' Sullivan Professor V.S. Raju PulakChandan Prasad Bashir Abdullah Currimjee Gavin Darby Syeda Imam Ajay Lal York Chye Chang Paul Donovan

ORGANISATION CHART

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AIRTEL'S MISSION

To be globally admired for telecom services that delight customers. Airtel will meet global standard for telecom services that delight customers though Customers Service Focus Empowered Employees Cost Efficiency Unified Messaging Solutions Innovative products and services Error free service delivery

AIRTEL'S VISION & PROMISE

By 2015Airtel will be the most loved brand, enriching the lives of millions. Loved by more customers Targeted by top talent Benchmarked by more businesses

Vision 2020
To build India's finest business conglomerate by 2020 Supporting education of underprivileged children through Bharti Foundation.

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STRATEGIC INTENT

To create a conglomerate of the future by bringing about "Big Transformations through Brave Actions." 15

AIRTEL STRATEGY

MANTRA: Focus on Core Competencies and outsource the rest Innovation

Strategy
Core Airtel partnered with leading players in telecommunication players Pricing VAS across the globe. ompetencies
Airtel has managed to work with the best of domain specialists globally and emerge as a world class entity. Partnerships include operational contracts with vendors and strategic investors ranging from private equity investors to global telecom giants. 16

AIRTEL VALUES
Innovation Airtel will generate and implement entrepreneurial ideas, which will continuously create new growth engines. Customer First Airtel committed to deliver service beyond the expectation of the customer. Their quality of customer responsiveness clearly differentiates them from others. Performance Culture Airtel benchmark their processes and performance against world class standards They distinguish between performers and non performers by valuing achievement at the individual as well as the team level. Airtel is a culture of inclusively where feedback, learning and ideas are activity encouraged, sought and acted upon.
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Valuing Partnership Airtel committed to building exemplary relationship with their partners, which stand on the principles of mutual growth. Valuing People Airtel nurture an environment where people are respect and their uniqueness is valued. They believe that people are their key differentiators. Responsible corporate citizenship Airtel committed to making a positive and proactive contribution to the community. As a responsible corporate citizen they will contribute to and abide by environmental and legal norms. Ethical Practices Airtel will uphold the highest ethical standards in all internal and external relationship. They will not allow misuse or misrepresentation of any kind. 17

SWOT ANALYSIS
STRENGTH WEAKNESS

Largest telecom player in India . Strategic stakeholders Alliance with other

Outsourcing of Core Systems High prices .

in BhartiAirtel included

Sony-Ericcson, Nokia and Sing Tel. Strong Financials


OPPORTUNITIES

THREATS

BhartiInfratel Cutting Down cost in Rural area Adopt penetration strategy Current Tele Density 30.6 is still low among developing countries Low Broadband Penetration, Telephoney Rural

India centric Major revenues from India Intense Competition & Shortage of Bandwidth

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ACHIEVEMENTS
Firstto launch Cellular Service on November 1995 First operator to revolutionaries the concept of retailing with the inauguration of AirTel Connect (exclusive showrooms) in 1995. First to introduce push button phone in India. First to expand it's network with the installation for second mobile switching centre in April, 1997 and the First to introduce the Intelligent Network Platform First to provide Roaming to its subscribes by forming an association called World 1 Network. First to provide roaming facility in USA. Enjoy the mobile roaming across 38 partner networks & above 700 cities Moreover roam across international destinations in 119 countries including USA, Canada, UKetc with 284 partner networks. BHARTI announces aggrement with VODAFONE marking the entry of the World's Largest Telecom Operator into India. Airtel Launches future factory Centres of Innovation to Incubate Pioneer Mobile Applications.

It is also the first company to export its products to the USA. Mobile phone operator, BhartiAirtel, became the first Indian telecom company to serve 50 million customers and is now the world's tenth largest wireless carrier. At present Bhartihas 100 million subscribers according to Business India. BhartiAirtel has achieved the distinction of becoming the fastest private telecom company in world to achieve this landmark in a single country. The company added the next 25 million customers in just few months. This is amongst the fastest rate of customers additions by any telecom company in the world. In the mobile business, BhartiAirtel plans to make considerable investments in Network expansion to establish presence in all census towns and over 500,000 villages across India by 2012, thereby covering 95% of the country's total population. The company's strategic focus will be on further strengthening the Airtel brand through best in class customer service, which is backed by wide national distribution. 19

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REWARDS
FOR THE YEAR 2006 2007 BhartiAirtel draws Top Honors at the MIS Asia IT Excellence Awards 2006. BhartiAirtel among the top 10 best performing companies in the world according to Business Week IT 100 list. Sunil Bharti Mittal is 'CEO of the Year' at the Frost of Sullivan Asia Pacific ICT Awards 2006 &BhartiAirtel bags 'Wireless Service Provider of the Year' and 'Competitive Service Provide of the Year'

COMPANY PRODUCT AND SERVICES

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1. MOBILE

SERVICES:

In mobile services Bharti TeleVentures basically provides facility of prepaid and postpaid connections. In these connections they provide the facility of telecommunications using wireless handsets. It also provides GSM mobile services across India in 23 telecom circles, while B & T service in 94 cities. Prepaid connections:-In prepaid connections customer has to go to any of the sales representative of Airtel and he has to ask for a prepaid connection. Then he has to fulfill some formalities that are:1.Photos. 2.Identity proof. 3.A form duly filled. 4.Amount required for the connection.

Postpaid Connections:- In postpaid connections same procedure is followed by the customer but here customer has to go through a verification in which address proof of 24 the customers are verified. This verification is conducted by the senior authorities of Airtel.

2. FIXED LINE

In fixed line facility of telecommunication is Provided, but in fixed line customer cannot move the electronic equipment with them and method of providing the connection is same as the mobile services.

3. NATIONAL AND INTERNATIONAL LONG DISTANCE SERVICES:-

In this service basically firm concentrates on the long distance calls. It has own call rates which are higher than the local call rates.

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4. INTERNET SERVICES AND NETWORK SOLUTIONS:-

In this service basically Airtel provides Internet connections to local through leased lines or directly through mobiles. Now they have introduced broadband services which are cheaper than the leased line connection. 25

DETAIL OF MOBILE SERVICES


1.PREPAID CONECTIONS: In prepaid services customer paid the amount before using the services. It isconvenient, affordable, and easily available. Airtel Prepaid offers the best rates and coverage on the islands along with a wide variety of value- added services and 24 hour Customer Care.

Total cost control:

No rentals, no bills, Simple and instant re charge process Balance inquiry online Affordable rates Available everywhere .

Airtel prepaid connection provided the following Value Added Services:


Caller Line Identification (CLI) This feature is on Airtel Prepaid Card facilitates the display of the number that is calling on our cellular. This facility allows no extra charges to recognize the caller. Voice Mail
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The feature allows voice messages to be delivered to mail box in instances where we cannot be reached, phone is switched off or miss a call. There is no rental or registration fee for this service, however, there is a charge for listen to the messages. Terms and Conditions of the prepaid connection: A Provision of cellular services The company reserves the right to change the validity period at any time, at discretion and without any notice whatsoever. B Payments and charges its sole

1.The actual credit/ calling value as per the Company's records and played on the Interactive Voice Response (IVR) system of the Company, shall be treated as the correct value and be binding on the customer. Thus, deactivation, cancellation, barring, etc. shall be carried out on the basis of the credit as played on the said IVR system of the Company. 2.The detail of the calls made or received on the card shall not be made available to the customers. The customer agrees that the Company need not entertain any correspondence / calls in this regard. The customer may, however, call the company's IVR system in order to know the residual calling value on the card. 3.Not all Value Added Services available with the Company can be made available on this connection. The company is entitled to charge, vary, add, withdraw any services and/or to vary the charges / prices on these services at its sole discretion. All Value Added Service are chargeable services. any service which is not initially or at any stage charged by the Company may, at the sole discretion of the Company, be charged at any time subsequently and at the same shall be adjusted in the calling value automatically. Each Value Added Service is to be separately applied for.

C.Suspension and disconnection 1The Company may at any time suspend the services wholly or partially and / or disconnect any customer equipment from the network for any reason which is found to be reasonable by the Company including any of the following circumstances.
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During technical failure, modification, repair or testing of the network. Expiry of validity period and grace period, if any, and as specified by the Company from time to time. 27 Depletion of calling value as per Company records, such that no more calls are possible. 2.If the customer equipment or SIM card is lost or stolen the Company will not be in a position to take any action, or to be held liable for any make good. 3.The SIM card and the cellular number are and shall always be the sole property of the Company and shall be returned by the customer upon termination and / or deactivation or temporary suspension of services. The customer shall have no right to the same, at any point, for any reason whatsoever.

D Safe custody 1.The customer must ensure the safe keeping of the card, original receipt of purchase, and any other important documents, as these might be required from time to time under different circumstances during interface with the Company. 2.In case of lost / stolen / misplace card etc., the entire reliability of the lost / misplace etc, will be borne by the customer. No credit shall be given on the available balance of the lost / misplace card etc., to the customer.

EIllegal usage The customer shall not use the services for any unlawful or abusive purpose, or for sending obscene, indecent, threatening, harassing, unsolicited message or messages affecting / infringing upon national or social interests, not create any damage or risk to the Company or its network or customers or any other person, natural or legal whomsoever.

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FEATURES OF THE AIRTEL PREPAID CONNECTION:


Total Cost Control Pre activated STD/ISD without deposits or rentals Strong Network coverage. Instant Balance and Validity Enquiry Recharge your Airtel Prepaid Prepaid Roaming More with Airtel Prepaid Reach us Anytime Anywhere

1.Total Cost Control

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Airtel Prepaid provide total cost control because there is no more rentals or deposits simply recharge as much customer need to from as low Rs 10 to high Rs 10000.

2. Pre activated STD/ISD without deposits or rentals Customer can now enjoy a pre activated STD / ISD on their Airtel Prepaid. No more paying deposits or having a minimum balance in their account to make an STD / ISD call.

3. Strong Network Coverage Customer can enjoy complete clarity throughout the world with best technology and unbreakable network coverage .

4. Instant Balance and Validity Enquiry: Account balance is update on the screen of customer handset at the end of each chargeable call. Customer can also call 123 from their mobile phone and listen to the voice announcement or simply *123#, press 'OK' or 'YES' button and their account balance will be displayed on the screen of your handset. 29 5. Recharge Airtel Prepaid: Recharging is easy customer can choose the Airtel Prepaid Recharge coupon that's right for them from a variety of tailor made recharge coupons with different denominations, which are available at a number of outlets across the city. Follow the procedure mentioned below for recharge: 1.Gently scratch the silver panel on the reverse of the recharge card for a 16 digit number. 2.Call '123' and choose preferred language. 3.Follow the voice announcement and enter the 16 digit recharge number, when requested.

Your prepaid account will be automatically recharged by the calling value amount and validity of your coupon.
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More Recharge options: Flexible recharge voucher This unique recharge voucher gives the option to choose between validity or talk time as per need. Easy Recharge Recharge Airtel Prepaid Card electronically with value that suits, starting from Rs. 10 till Rs. 10,000. Customer can also recharge their Airtel Prepaid while roaming anywhere in the country.

24 hour Recharge via ATM Recharge Airtel prepaid round the clock at the nearest ATM. Insert the ATM card and enter ATM PIN number. Select 'Mobile Recharge / Bill Pay' from the main menu and follow the prompts to recharge prepaid. This recharge option is available with all leading banks.

Internet Recharge Customer may log on to the Internet banking website of bank select the prepaid recharge option to recharge their Airtel prepaid. Many leading banks provide Internet based recharging. 30 6. Prepaid Roaming Airtel Prepaid comes preactivated with 'National Roaming', so connected no matter. Customer can also send or receive MMS, check your email and access other GPRS services while roaming in India as you would in own city. While traveling aboard customer can receive calls & send or receive SMS.

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7. More with Airtel Prepaid Airtel brings a wide range of Services that will change the way to communicate. Try them and discover a whole new world of fun and excitement. Call management Services Call waiting, call hold, call divert and Caller Line Identification Presentation all with Aitel prepaid connection. Voice Mail When handset is switched off, or customer too busy to answer the phone, Airtel Voicemail will answer calls and record a message. The best part is that there's no extra monthly cost for setting up Voicemail customer just pay for the phone call when they use the service. SMS (Short Messaging Service) Customer can send messages quickly and easily using text, if it's too noisy talk or don't have much time. It's the way to share those interesting one liners, important reminders and rib tickling jokes, with anyone, anytime, anywhere in the world. Subscription Alerts To get regular alerts on news, jokes, business, health and films on Airtel mobile phone with Subscription Services. SMS<SUB NEWS> to 3333 for News, <SUB JOKES>for Jokes, <SUB BIZ> for Business News, <SUB SPO> for sports Alerts &<SUB VAASTU> for Vaastu tips. MMS (multi media Messaging Service): 31 If the customers wants to jazz up messages with pictures, images and video clippings, with MMS from Airtel. To activate MMS on phone, SMS 'MMS' to 56465 and save service settings. Airtel Live Through Airtel Live Airtel brings the latest in entertainment and information services, right on phone.
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Airtel Live WAP Services: To Downloads the latest ring tones, games, wallpapers, videos and much more. Customer can also get news clips, watch live TV and downloads full songs on phone. SMS 'Live' to 56465 and save the settings that as receive as preferred connection. Airtel Live Voice Services: Just Dial 56465, and name the service. For e.g. say ring tones to downloads your favorite ting tones. Customer can also choose a variety of content option like Live Cricket Commentary, latest National / International News, Movie Reviews or Stock Market Updates. Airtel Live SMS Services: Customer can enjoy a host of services by sending a keyboard as an SMS to 56465 Choose Astrology/ Horoscope, Cricket, Bollywood / Hollywood / Indi Pop Ting tones.

8. Reach Anytime Anywhere If customer need assistance, dial '121' Airtel toll free number, accessible from anywhere in the country, even while roaming. Customer can also send an SMS to 121 or mail at 121 @aitelindia.com. *In case of email, mention mobile no. like, 9810012345, in the subject of the mail for a quicker response.

POSTPAID PLANS
As an Airtel Post Paid customer can enjoy the following facilities 1.Easy Billing Customer canenjoy the Luxury of viewing details of their last 3 bills cycles and the easily convenience of paying Airtel bill online. 32 2.Call Divert, Call Hold and Call Wait This is a availability of special services like call waiting , call hold and call divert all with Airtel postpaid connection.

3.Short Messaging Services (SMS)


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With Airtel's Postpaid services Short Messaging Service (SMS), send unlimited messages and jokes to friends and colleagues, anytime

4.Caller Identification Call identification gives the power to know the phone number of the calling party even before answer the call, thus giving the choice to either reject or take the call. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. So that the next time want to call the same person, don't need to retype his number, simply use phone book.

5.Voice Mail Voice Mail is lets to receive messages even when handset is Switched off or when customer are outside the coverage area. Voice Mail can store up to 15 messages, with each message of one minute duration.

6.STD/ISD Facility Airtel Postpaid STD/ISD facility allows to make long distance calls in India and Overseas from cellular phone.

7.Roaming (national and International) Airtel's Roaming service allows to use mobile phone to make or receive calls from almost anywhere in India and abroad. Enjoy roaming within the country as well as across international destinations.

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COMPRATIV STUDY OF AIRTEL AND OTHER TELECOM COMPANY

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MARKET COMPITITORS (IN SHARES)

MARKET HOLD OF AIRTEL

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CHAPTER -II
RESEARCH METHODOLOGY
The data was collected through survey. The information was collected directly from respondents. The survey was done by personal interview, where the information was collected directly from respondents in face-to-face situation. The measurement technique used was a questionnaire. Questionnaire was used as a formalized instrument would give the respondents and the researchers a fixed pattern to conduct a survey. The questionnaire was structured, as it would provide better means of recording the information.

SAMPE SIZE
The sample chosen contained 50 respondents. This number was chosen taking into consideration on the time limit and inadequacy of manpower for the survey. This population is from Bhopal

SAMPLING METHOD
The sampling method chosen is non probability in this survey it was judgmental sampling. As the sampling unit was selected according to the researchers judgment of income. The respondents were interviewed in their work areas such as office, hospital, home, school, and college.

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ANALYSIS AND INTERPRETATION

Q. 1 AIRTELS SIGNAL? OPTIONS


YES NO

NO.OF RESPONDENT
35 15

%
70 30

AIRTELs signal
YES NO

30%

70%

INTERPRTATION:Almost 70% of the customers feel that airtel signal is good.

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Q.2 CUSTOMER CARE SERVICES OF


OPTIONS
SATISFIED NOT SATISFIED NEVER USED 25 10 15

AIRTEL? %
50 20 30

NO.OF RESPONDENT

customer care services of Airtel


SATIESFIED NOT SATIESFIED NEVER USED

30% 50%

20%

INTERPRTATION:Almost 50% of the customer feel that the customer care services is satiesfied some loopholes are there in some services of airtel.

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Q.3 CUSTOMER CARE EMPLOYEES RESPOND OF AIRTEL? OPTIONS


GOOD RESPONSE BAD RESPONSE NEVER USED

NO.OF RESPONDENT 15 10 25

% 30 20 50

CUSTOMER CARE EMPLOYEES RESPOND OF AIRTEL


GOOD RESPONSE BAD RESPONSE 30% 50% 20% NEVER USED

INTERPRTATION:Almost 50% of customer are satisfied with customer care employees respond .and rest of the customer will not satisfied with customer care employees respond it is major loopholes are there in some services of airtel.

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Q.4 INTERNET SERVICES OPTIONS


YES NO

NO.OF RESPONDENT
25 25

%
50 50

INTERNET SERVICES
YES NO

50%

50%

INTERPRETATION:- Almost 50% of customers are not happy with internet services of airtel.

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Q.5 OFFERS USING OF AIRTEL? OPTIONS


YES NO

NO.OF RESPONDENT
30 20

%
70 30

OFFERS USING OF AIRTEL


YES NO

30S%

70%

INTERPRTATION:Almost 70% of customers a happy with offers using of airtel.

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Q.6 POSTPAID USERS OF AIRTEL? OPTIONS


YES NO

NO.OF RESPONDENT
20 30

%
30 70

POSTPAID USERS OF AIRTEL


YES NO

30%

70%

INTERPRTATION:- only 30% customers prefer post-paid services and rest 70% Prefer pre-paid services of airtel.

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Q.7 POSTPAID PLAN? OPTIONS YES NO NO.OF RESPONDENT 10 40 % 20 80

POSTPAID PLAN
YES NO

20%

80%

INTERPRTATION:- 20% airtel customers are satisfied with post-paid plans but 80% customers are not satisfied with this plan.

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Q.8 FAVORED TELECOM COMPANY? OPTIONS AIRTEL IDEA VODAFONE RELIANCE NO.OF RESPONDENT 25 5 15 5 % 50 10 30 10

FAVORED TELECOM COMPANY


AIRTEL IDEA VODAFONE RELAINCE

10% 30% 10% 50%

INTERPRTATION:- 50% people like airtel and they like to use airtel plans,10% people like Idea whereas 30%people like Vodafone and rest 10% people like Reliance. Airtel company captures 50% market.

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Q.9 PRODUCT OFFERD BY AIRTEL? OPTIONS


YES NO

NO.OF RESPONDENT
45 5

%
90 10

PRODUCT OFFERD BY AIRTEL


YES NO

10%

90%

INTERPRTATION:- 90% people interested in product offered by airtel. And rest of the people not interested in that product.

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Q.10 POSTPAID PLAN OF AIRTEL? OPTIONS EASY TO PAY RESONABLE CHARGES OF PLANS SATISFIED YOUR NEED NO.OF RESPONDENT 10 20 20 % 20 40 40

POSTPAID PLAN OF AIRTEL


EASY TO PAY RESONABLE CHARGES OF PLANS SATISFIED YOUR NEED

20% 40%

40%

INTERPRTATION:- 40% people think that airtel post-paid plan is easy to pay and they like to use airtelpost-paid plans,40% people think that airtel post-paid plan charges is reasonable Iwhereas 20% people think that post-paid plans satisfied there need.

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Q.11 USING AIRTEL SERVICES? OPTIONS LESS THEN -1 MONTH 2-6 MONTHS 6-12 MONTHS MORE THEN -1 YEAR NO.OF RESPONDENT 20 5 5 20 % 40 10 10 40

USING AIRTEL SERVICES


LESS THEN -1 MONTH 6-12 MONTHS 2-6 MONTHS MORE THEN -1 YEAR

40%

40%

10%

10%

INTERPRTATION:- 40% customer use airtel services less than 1 month and they like to use airtel plans,10% customer use airtel services 2-6 months. whereas 10% customer use airtel services 6-12 months and rest 40% customer use airtel services more than 1 year.

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Q.12 MOST GROWING TELECOM COMPANY? OPTIONS AIRTEL IDEA VODAFONE RELAINCE OTHER NO.OF RESPONDENT 15 10 5 10 5 % 50 20 10 15 5

MOST GROWING TELECOM COMPANY


AIRTEL IDEA VODAFONE 5% 15% 10% 20% 50% RELAINCE OTHER

INTERPRTATION:- 50% people think that airtel is most growing telecom company and they like to use airtel services,20% people think that Idea is a 2nd most growing company whereas 10%people think that Vodafone is the growing telecom company. And rest 15% people think that Reliance is growing telecom company and 5% people think that other telecom companies is growing telecom company. Airtel company captures 50% market.

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Q.13 SATISFIED WITH OUR COMPANY OVERALL?


OPTIONS SATISFIED DISSATIESDFIE PARTLY SATIESFIED NO.OF RESPONDENT 30 15 5 % 70 25 5

SATISFIED WITH OUR COMPANY OVERALL


SATISFIED DISSATIESDFIE 5% PARTLY SATIESFIED

25%

70%

INTERPRTATION: - 70% customers are satisfied with airtel company overall. 25% customers dissatisfied with company overall. And rest 5% customers are partly satisfied with company overall.

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Q.14 SERVICES DO YOU USE OF AIRTEL? OPTIONS


PRE -PAID POST -PAID

NO.OF RESPONDENT
40 10

%
80 20

SERVICES DO YOU USE OF AIRTEL


PRE -PAID POST -PAID

20%

80%

INTERPRTATION:- 80% people use airtel pre-paid connections and 20% people use airtel post-paid connections.

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Q.15 AIRTEL IS BETTER THAN ANY OTHER CONNECTIONS? OPTIONS YES NO NO.OF RESPONDENT 40 10 % 90 10

AIRTEL IS BETTER THAN ANY OTHER CONNECTIONS


YES NO

10%

90%

INTERPRTATION:- 90% people think that airtel is better than other connections. and 10% people think that other company is better than airtel.

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FINDINGS
1. By the survey it is found that the main reason of brand loyalty of Airtel is because of its network. 2. Customers feel that Airtel is a royal SIM and a genuine product hence worth buying. The second reason is the quick service helpline and which are open for 24hours/day. Then thirdly, air is providing attractive tariff plans. 3. 27% of the customers have newly got connected to Airtel and 73% are using air from long ago. 4. Out of the total customers using Airtel 20% of them believe it to be good, 27% as better and 53% as best. 5. As per facilities is concerned, calls incoming-100% customers are satisfied, calls outgoing-66% are satisfied, for internet services 23% are satisfied and 42% are satisfied with MMS. 6. 12% customers strongly believe that they are communicated through postal services, 9% customers believe as internet, 46% customers by sending SMS and then 33% through call up. 7. In response to the perception towards Airtel 92% customers are proud, 8% are not proud.

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SUGGESTION TO BHARTI AIRTEL LTD.


1. The recharge rate to pre paid is very high as compared to other companies i.e. the rent is deducted to a high extent so, it must be reduced. 2. Most of the customers found that the call rate is very high and must be reduced. 3. Increase discounts and extend time limit. 4. Needs to provide immediate response regarding easy recharge on prepaid connection. 5. In the application form before the SIM is provided, it must have working hours to be mentioned between which the call ups must not be done by Airtel to the specified customer.

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CONCLUSION

Bharti Airtel provides telecommunication services primarily to corporate, and small and medium scale enterprises in India. It offers global system for mobile communication (GSM) services, broadband and telephone services, national and international long distance services, and enterprise services. Airtel has best network and coverage compared to other companies. Most of the people have ranked top to this company. The service provided by Airtel is satisfactory.

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CHAPTER-IV ANNEXURE & BIBLIOGRAPHY


1. QUESTIONNAIRE 2. BIBLIOGRAPHY

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QUESTIONNAIRE

AIRTEL -- CUSTOMER SATISFACTION TOWARDS AIRTEL POSTPAID AND COMPARATIVE STUDY OF AIRTEL AND OTHER TELECOM COMPANY 1. Name: 2. Sex : 3. Age : Female 15-25 Male 25-35 35-45 45-55 55-65 Above 65

Address: _____________________________________________________ _____________________________________________________________ 4. Profession: others student Business Pvt.employee Gvt.employee

Q.1 Is AIRTELs signal at your area is good? (1) Yes (2) No Q.2 Are you satisfied with our customer care services? (1)Satisfied (2) Not satisfied (3) Never used Q.3 Does our customer care employees respond well for your questions ? (1) Good response (2) Bad response (3) Never used

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Q.4 Do you use Internet services? (1) Yes (2) No Q.5 Are you using any offers of airtel? (1) Yes (2) No Q.6 Are you currently post-paid user? (1) Yes (2) No Q7. Are you currently postpaid user? (3) Yes (4) No Q.8 which one is your favored Telecom Company? (1) (2) (3) (4) Airtel Idea Vodafone Reliance

Q.9 Are you interested in the products offered by Airtel? (1) Yes (2) No Q.10What is your main concern while taking postpaid plan of Airtel? (1) Easy to pay (2) Reasonable charges of plans (3) Satisfied your need Q.11 Since how long you are using Airtel services? (1) (2) (3) (4) Less than 1 month 2-6 months 6-12 months More than 1 year

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Q .12 According to you which is the most growing Telecom company? (1) Airtel (2) Idea (3) Vodafone (4) Reliance (5) Others Q.13 How satisfied are you with our company overall? (1) Satisfied (2) Dissatisfied (3) Partly satisfied Q.14 which of the following services do you use of Airtel? (1) Pre-paid (2) .Post-paid Q.15 Do You thinks that services have improved after allowing private players in telecom sectors? (1) Yes (2) No

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BIBLIOGRAPHYS

MARKETING MANAGEMENT(PHILIP KOTLER) COMPANY MANUALS COMPANY REPORT

INTERNET-www.airtelworld.co.in

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