ACKNOWLEDGEMENT

It is an occasion to offer my indebt ness to choose personalities whom sincere

cooperation and valuable guidance was received during the preparation of their project
report.
First, we would like to express our sincere gratitude to Mrs. Vartika chaturvedi , our
project guide for putting me into a challenging project. And his sincere guidance and
inspiration in completing this project report.
. Finally we want to thank our friends also who helped me providing necessary
information related to our project.
Last but not least we would like to express our gratitude to our institute of
technology & sciences Ghaziabad.

PREFACE
The boom in Indian economy leads to the growth of Telecom Industry with the
significant expansion. As this project has been undertaken in Bharti Televentures Pvt.
Ltd. which is the strongest player in the market among the private players. In this project
researcher has experienced the customer satisfaction level of the existing customers of
airtel Landline and Broadband. Researcher also experienced about the consumer behavior
and the strategies of the company & sales to maintain the huge customer base.
Researcher has done a extensive market research about the problem and the factors
associated with it. On the basis of the observed data and the analysis certain
recommendations have been given for the future exploration of the organization.

TABLE OF CONTENTS
TOPIC

PAGE

(1) INTRODUCTION
Company Profile
Vision Mission & Values
Business Area
Product & Services

06-18
06
07
08-09
10-11

Competitors in the market

13-15

Background of the problem

Rational of the Study
The Scope

16
17
18

(2) REVIEW OF LITERATURE

Customer Satisfaction
Tools for tracking & measuring Customer Satisfaction
Relationship marketing: The Success of BHARTI

19-26
19
20-23
23-26

(3) OBJECTIVE OF STUDY

27

(4) OBSERVATION, ANALYSIS & DISCUSSION

Data Observation
Analysis & Discussion

37-58
37-54
55-58

(5) CONCLUSION

59

(6) RECOMMENDATIONS

60

(7) BIBLIOGRAPHY

63

INTRODUCTION OF ORGANIZATION & THE

PROBLEM
BHARTI TELE-VENTURES LIMITED: The Company Profile
Bharti Tele-ventures Limited was incorporated on July 7, 1995, for promoting
investments in telecommunication services. Its subsidiaries operate telecom services
across India. Bharti is Indias leading private sector telecommunications services
provider, with a customer base of approximately 17.53 million: 16.33 million mobile and
1.2 million fixed line customers.
Bharti Tele-Ventures Limited (a part of Bharti enterprises) have been structured
into two main strategic business groups - the Mobility Leaders business group and the
Infotel Leaders business group. The Mobility business group provides GSM mobile
services across India in 23 telecom circles, while the Infotel business group provides
broadband & telephone services, long distance services and enterprise services. All these
services are provided under the AirTel brand. The company is the only operator to
provide mobile services in all the 23 circles in India. The company also provides
telephone services and Internet access over DSL in 15 circles.

VISION
TO BE GLOABALY ADMIRED FOR TELECOM SERVICES THAT DELIGHT
CUSTOMERS

MISSION
To meet global standards for telecom services that delight customers through:
Customer service focus
Empowered
Innovative services
Cost efficiency
VALUES
Customer:
People:
Learning:

Be responsive towards the needs of the customers.

Trust and respect the employees.
Continuously improve services
innovatively & expeditiously.

Community & Partners:

Be transparent and sensitive in the dealing with all

stakeholders.

BUSINESS AREA
Cellular Services:

Bharti has been a pioneering name in the Indian Telecom

Industry. In Delhi itself Bharti launched first mobile service under the name of
AirTel. Today AirTels mobile footprint extends across the country in 21 Telecom
circles. Its service standards compare with very best in the world.

Fixed Line Services: Bharti Tele-Ventures became the first private fixed-line
service provider in India. It is now promoted under the Airtel brand. Recently, the
Government opened the fixed-line industry to unlimited competition. Airtel has
subsequently started providing fixed-line services in the six states ie- 5 circles of
NCR, Haryana, Madhya Pradesh, chattisgadh, Karnataka & Tamil Nadu.

Internet & Broad Band:

AirTel Enterprise services bring comprehensive

suits of data technology. It provides DSL Services over optical fibers with
dedicated line. So it is 5 times faster than Analogue Connection. It is most
preferred high-speed internet service (over 2,50,000 subscriber nation wide).

 National long distance Service:

To provide National Long Distance(NLD)

Services, Bharti has laid 25,000 km of optical fibre with presence in 200 cities. It
is also interconnected with all leading cellular operators, fixed line service
providers.
International long distance Service: To provide this service across Asia Pacific
region it has laid i2i submarine cable network along 3,200 km and the landing
stations are Singapore and Chennai.

PRODUCTS & SERVICES OFFERED WITH AIRTEL LANDLINE &

BROAD BAND

(1)

ISDN: Integrated Service Digital Network (ISDN) is a standard, all-digital access

technology that allows simultaneous, integrated voice and data capabilities over ordinary
telephone lines.
An ISDN PRI is configured with 30 bi-directional B (Bearer) channels and one D
(Data) channel. It allocates all signaling and call control requirements to the D channel,
leaving the 30 B channels free for any mix of voice and circuit switched data.
ISDN BRI is suitable for both residential and commercial purpose, configured
with 2 bi-directional B channels and 1 D channel.

(2)

BROADBAND:

With the speed of 512 Kbps AirTel Broadband is

approximately 5 times faster than an analogue connection. Larger data application, faster
file transfer, streaming multimedia and heavy duty surfing every thing we can imagine is
now easily possible with this facility. Superior server technology and a dedicated port
provide total security to data, both stored and in transit. Bharti also provide round the
clock Customer Support.

(3)

WiFi:

Now we can access the Internet facility wirelessly with WiFi. We

can use net anywhere we need it, what only we have to do just login into corporate LAN
from any where in the premises. We dont need to stick to our workstation for using the
Internet facility. There is no need to load DSL driver on PC or laptop, just connect the PC
or laptop to Ethernet port or over WiFi, and we can start surfing.
(4)

Centrex:

Airtel Centrex is also called a virtual EPABX for offices, at various

locations. Its intercom calling facility (between Centrex lines) lets us call our colleagues
in other branches for free. The Centrex is part of Airtels robust high-tech switching
system, which assures high reliability and security.
SOME OTHER SERVICES:
(1)

Group Pulsing

(2)

Roaming on Landline

(3)

Voice Mail Service

(4)

Hunting Service

(5)

3-Party Conferencing

(6)

Audio Conference

(7)

Remote Video Surveillance over the Internet

COMPETITORS IN THE MARKET

Now days in the market each and every company has to face a stiff competition
for its survival. AirTel, which is the strongest brand among the private service provider in
the Indian Telecom Industry, has been facing a tough competition by some other telecom
giants like MTNL, Reliance & Tata Indicom.
(1)

MAHANAGAR TELEPHONE NIGAM LIMITED (MTNL):

MTNL was setup in 1986 by Govt. of India to upgrade the quality of telecom
services, expand the telecom network, and introduce new services and to raise revenue
for Telecom department in the key metros like Delhi & Mumbai. It has a strong financial
base, market share of 13% and customer base more than over 4.75 million lines.
Govt. of India currently hold 56.25 % stake n the company. Services provided by
the company:
(i)

Basic Services:

Plain old Telephone service through digitalized public

switched telephone network.

(ii)

Garuda:

Technically most advance and most affordable in Delhi.

rate 40 paise/min & Rent 200/- per month

(iii)

ISDN: For voice, Data & Video.

(iv)

Internet:

PSTN & ISDN dialup Internet Access.

(v)

Dolphin:

GSM based cellular service

(vi)

Answering machine Service, Leased Circuit & Trunk Service.

Call

(2)

RELIANCE INFOCOM:
Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among Indias top three
private sector business houses in terms of net worth. Reliance ADA Groups flagship
company, Reliance Communications, is India's largest private sector information and
Communications Company with over 20 million subscribers.
Services provide by the company:
(1)

Reliance GSM services:

Reliance Infocom has launched very old

GSM services in mobility in some of the states like Bihar, Jharkhand, Orissa up, delhi etc.

(2)

Reliance India Mobile:

PAN India network and town coverage.

80,000 kms of optic fiber backbone.

Wireless network covering over 2,400 cities/towns, to expand to over 5,700
cities AND 4,00,000 villages by December.

4,300 Base Transceiver Stations (BTSs) across the country, to increase to around
8,500 by December.

(3)

Reliance Broadband:
A flexibility to choose the speed from the range of 100 kbps to 8000 mbps.

 Bonus bandwidth of 100, 300, 600 instead of 64, 212, 524.

Charging of net surfing is also available in per minute tariff.

TATA INDICOM:
Tata indicom is another main competitor of Airtel in the market due its strong presence of
it in the CDMA mobility, broadband and WLL fixed phone segment.

Tata Indicom fixed phone: - Tata Indicom offers almost instant phone connections. Get
Tata Indicom Landline Phone services based on the state of the art Optical Fibre Cablebased backbone. Enjoy greater voice clarity and say goodbye to excessive billing.

Tata Indicom Phone Connections Advantage

Superior voice clarity
Instant and hassle - free connections
Accurate billing
Secure and tamper proof lines
Responsive and friendly service
24 x 7 friendly customer service

BACKGROUND OF THE PROBLEM

As we know that now a days there is enormous competition exist in each area of
market and the circumstances are similar also in the case of Telecom Industry. To face
this competition this is very essential for any of the organization to do a proper planning,
implementation and taking proper feedback about the process. By doing these things any
organization might be able to deliver better product, services or the combination of both.

To measure the customer satisfaction level of existing users of AirTel

The motive of undertaking such task was quite clear to the researcher.
Organization simply wanted to take proper feedback of their customers. They wanted to
know what exactly their customers feel about the services of Bharti and about the brand
of AirTel. What are the strong features of AirTel and what are its weaknesses or where
they lag, by knowing all these facts they could improve their quality of service.

THE RATIONALE OF THE STUDY

There was a time when government had a monopoly in the telecommunication sector. But
in the year 1999 deregulation in telecom sector, brought a number of private players,
which gave stiff competition in the monopoly market. Telecom Tariff has been changed

rapidly because of this deregulation. Deregulation has opened up a new market for
telecom services. Now days in telecom sector there are three types of service provider:

1.

Fixed Landline Service Provider

2.

Wireless Local Loop Service Provider

3.

GSM Service Provider

4.

CDMA Service Provider

To survive in this competitive market each and every company tries to provide
better service at lowest possible price to the consumer. As we know Bharti provides
services in Fixed Landline and GSM area under its brand Airtel. And Airtel is very strong
brand in the market.
By doing this project the researcher will be able to understand what is the present
perception of the consumer about Airtel landline & Broadband and what is the exact
satisfaction level of its existing customers.

THE SCOPE
As we know very well that Airtel is market leader among private sector players in Indian
Telecom Industry so, there is a huge pressure upon the company (Bharti Tele-ventures
Pvt. Limited) to retain its position in the market. BTL is facing several challenges from
its competitors mainly MTNL, Reliance & Tata Indicom. More over the main challenge is

to retain the present customer base and try to increase it by providing them better service
at affordable price.
This project will help the company to know its market reputation.
As this project mainly deals with the consumer perception about Airtel and its
competitors. The organization may utilize this work to focus it customer with
greater perfection.
By using this project the organization may find some remedy, if there will be any
sort of dissatisfaction about the service amongst the customers.

REVIEW OF LITERATURE
CUSTOMER SATISFACTION
Companys first task is to create customers but today customers face a vast array
of product and Brand choices, prices and suppliers. How do customer make their
choices?

We believe that customers estimate which offer will deliver the most value.
Customers are value maximizers within the bound of search of cost and limited
knowledge, mobility and income. They form an expectation of value and act on it.
Whether or not the offer leaves up to the value expectation affects customers satisfaction
and their repurchase probability.
Our premise is that buyers will buy from the firm they perceive to offer the
highest delivered customer value and total customer cost.

Customer delivered value = (Total Customer value Total Customer cost).

Total customer value is the bundle of benefits customers expect from a

given product or a service.
Total customer cost is the bundle of costs customers expect to incur in
evaluating, obtaining and using the product and service.
Satisfaction is a persons feeling of pleasure or disappointment resulting
from comparing a products perceived performance and expectations.

Many companies are aiming for high satisfaction because customers who are just
satisfied still find easy to switch when better offer comes along. Those who are highly
satisfied are much less ready to switch. High satisfaction or delight creates an affinity
with the brand not just a rational preference. The result is high customer loyalty.

Some of todays most successful companies are raising expectation and delivering
performance to match. These companies are aiming for TCS (Total Customer
Satisfaction).

TOOLS FOR TRACKING AND MEASURING CUSTOMER

SATISFACTION
[1]

Complaint and suggestion systems: -

A customer-centered organization makes it easy for its customers to deliver

suggestions and complaints. Many restaurants and hotels provide forms for guests to
report their likes and dislikes. A hospital could place suggestion boxes in the corridors,
supply comment cards to exciting patients and hire a patient advocate to handle patients
grievances. These information flows provide these companies with many good ideas and
enable them to act more rapidly to resolve problem.

[2]

Customer satisfaction surveys: -

Many companies obtain a direct measure of customer satisfaction by conducting

periodic surveys. They send questionnaires or make telephone calls to a random sample

of their recent customers and ask if they were very satisfied, satisfied, somewhat
dissatisfied or very dissatisfied. With various aspects of companys performance while
collecting customer satisfaction data it is useful to ask additional question to measure the
customers repurchase intuition, those will normally be high if the customers satisfaction
is high. It is also useful to measure customers willingness to recommend the company
and brand to other person. A high positive word of mouth indicates that the company is
producing high customers satisfaction.

[BHARTI TELEVENTURES PVT. LTD HAS ADOPTED ABOVE MENTIONED

STRATEGY TO MEASURE THE SATISFACTION LEVEL OF ITS CUSTOMER.]

[3]

Lost Customer analysis: -

Company should contact customers who have stopped buying or who have
switched to another service provider or supplier to know why this happened. Not only it
is important to conduct exit interviews when customer first stop buying but also to
monitor the customer loose rate which if increasing clearly indicates that the company is
failing to satisfy its customers.

ATTRACTING AND RETAINING CUSTOMER

To improve their relations with their partners in the supply chain, many companies are
intent on developing stronger bonds and loyalty with their ultimate customers. In the past

many companies took their customers for granted. Their customers may not have had
many alternatives of supply or all suppliers were equally deficient in the service or the
market was growing so fast that the company did not worry about satisfying its
customers. Clearly things have changes.

THE NEED FOR CUSTOMER RETENTION

The cost of attracting a new customer is estimated to be 5 times the cost of keeping a
current customer happy. It requires a great deal of effort to induce satisfied customers to
switch away from their current suppliers.

Unfortunately most marketing theory and practice centered on the art of attracting
new customers rather than retaining existing ones. The emphasis traditionally has been on
making sales rather than bui;lding relationship. The focus has been on reselling and
selling rather than on caring for the customer afterwards. Today however, most of the
companies are recognizing the importance of satisfying and retaining current customers.
There are two ways to strengthen customer retention: [1]

One is to erect high switching barriers. Customers are less inclined to switch
to another suppliers when this would involve high capital cost, high search cost
and the cost of loyal customer discounts and so on.

[2]

The better approach is to deliver high customer satisfaction. This makes it

harder for competitors to overcome switching barriers by simply offering lower
prices. The task of creating strong customer loyalty is called Relationship

Marketing. Relationship Marketing embraces on those steps that companies

undertake to know and serve better their valued individual customers.

RELATIONSHIP MARKETING: THE KEY OF SUCCESS OF

BHARTI TELEVENTURES PVT. LTD.

If you want to study the practical aspect of marketing theories then it can be done only by
seeing that how organizations implement those theories in their working process
definitely with some modifications. Here researcher has tried his best to examine the
process involved in attracting and retaining customers which are the main fundas of
Customer Relationship Marketing (CRM).
There are certain steps involved in customer relationship development process.
Suspects: For Airtel everyone who might conceivably buy the landline or its
broadband connection. The sales team looks hard at the suspects i.e., the need of
the customer, budget and the expectation about the service. So, they can
determine who are the most likely prospects.
Prospects: The people who have a strong potential interest in the Telecom services
and the ability to pay for it.

 Disqualified prospects: When sales team studies the prospects properly and when
they find they have poor credit and would be unprofitable company assuming
them as a disqualified prospect.

Note: Above three steps are termed as the process of COLD CALLING.

First time customers: After Cold Calling sales team visits to the qualified prospect
then they do detailing to them about the services, try to match the prospects need
and the product profile. So, this is the process to convert qualified prospects into
first time customers.
Repeat customers: Now the main process of CRM starts with providing better
After sales service to the customers. Company tries to satisfy the customers and
build a strong relationship with them. They do not want to loose customer due to
their dissatisfaction because according to their view
A satisfied customer can give you 10 more customer but a
dissatisfied customer can cut your 100 prospective customer.
Clients: the company then acts to convert repeat customers into clients people
who buy only from the company in the relevant product category.

Some cautions in measuring customer satisfaction level

When customer rates their satisfaction with element of the companys

performance the company needs to recognize that two customers can report being
highly satisfied for different reasons. One may be easily satisfied most of the
time and the other might be hard to please but was pleased on this occasion.
Company should also note that manager and sales people could manipulate their
ratings and customer satisfaction. They can also try to exclude unhappy customers
from the survey. Another danger is that if customers know that the company will
go out of its way to please customers many express high dissatisfaction in order to
receive more concession.

OBJECTIVE OF THE STUDY

Any researcher must be very clear about the objective of his study or
research.

MAIN OBJECTIVE:

To find out whether the existing users of Airtel are satisfied? And which factors
play important role to satisfy customers.

SPECIFIC OBJECTIVE:

To obtain the desired result researcher needed to know:

How many customers use the broadband services of Airtel ?

What is the brand image of Airtel in consumers mind?

Which features of Airtel do customers like most?

What are the expectations of consumers from Airtel?

OBSERVATION, ANALYSIS & DISCUSSION

DATA OBSERVATION
[Q.1] Market Segment: (a) Commercial
Market Segment
Statistics

(b)

Residential

Market Segment

Valid

Commercial
Residential
Total

Frequency
43
119

Percent
26.5
73.5

Valid Percent
26.5
73.5

162

100.0

100.0

Cumulative
Percent
26.5
100.0

Remarks:
Here we can see the distribution of Airtel in residential (73.5%) and commercial (26.5%)
segment. But it has been also experienced that the penetration of Airtel in commercial
area is much higher than residential i.e. approximately 43% in commercial segment.

How did you get aware about Airtel Landline & Broadband services?
(a)
Banners & Hoardings
(b)
Sales people
(c)
Tele calling
(d)
Newspaper
(e)
References
(f)
Others
Awareness about service

Frequenc
y
Valid Banners &
Hoardings
Sales People
Tele Calling
News Paper
References
Others
Total

Percent

Valid
Percent

Cumulative
Percent

21

13.0

13.0

13.0

109
3
6
1
22
162

67.3
1.9
3.7
.6
13.6
100.0

67.3
1.9
3.7
.6
13.6
100.0

80.2
82.1
85.8
86.4
100.0

Remarks:
Among different means of awareness we can see from the graph 67% people get aware
about the services from the sales people. By applying ONE SAMPLE T-TEST on the
variable to check whether it realy depict the population or not, researcher found the
significance level .000, which is less than .005. Hence it did not occur by chance the data
is significantly important.

Do you think brand image of Airtel is stronger than others?

(a) Yes
(b) No

About Brand Image of AirTel

Valid

Yes
No
Total

Frequency
155
7

Percent
95.7
4.3

Valid Percent
95.7
4.3

162

100.0

100.0

Cumulative
Percent
95.7
100.0

Remarks:
When users were asked about the Brand image of Airtel, 96% said its image is strong and
4% said it is not. By applying on the variable to check whether it really depict the
population or not, researcher found the significance level .000, which is less than .005.
Hence it did not occur by chance the data is significantly important.

Voice Clearity

Valid

Average
Good

Frequency
6
33

Percent
3.7
20.4

Valid Percent
3.7
20.4

Cumulative
Percent
3.7
24.1
100.0

Excellent

123

75.9

75.9

Total

162

100.0

100.0

Remarks:
The above graph shows about voice clarity of airtel landline it is excellent The tatal
75.9% customer tells its excellent and only 3.7% are not agree with statement which is
very low so we can conclude it is a excellent feature provided by airtel

CONCLUSION
During this project researcher went through the working culture of the organization,
functionalities of sales team and the identification of market potentiality apart of the data
collection about the given problem. So, as a whole it can be said organization emphasize
more on teamwork, motivating the employees and building the friendly environment.
According to the company more than 90% of the business (sales) is done through direct
marketing by their enthusiastic sales team. Since this project is all about customer

satisfaction & sales about the service so it highly depend on the way of delivering
services.
s

Since Airtel is the strongest service provider among private players and customers

also perceive it as a strongest brand. So it has to maintain a high customer base with
providing them complete satisfaction. Practicing a proper Customer Relationship
Management can only do it and Bharti implement it properly. So why it is now among
top names in the world.

RECOMENDATIONS
Since the project tries to reveal the level of customer satisfaction of Airtel users and
important factors related with it.
Since the maximum business is done through direct marketing so there should be proper
planning and guidelines for the sales team.
Motivation in terms of monetary and non-monetary for the sales people is must
and the responsibility of this should be on direct supervisor.
It has been also found that there is a large no. of wrong commitments done by
sales people with the customers in the market due to the extreme pressure of sales
target, which leads to customer dissatisfaction. Organization must check it
immediately because it is harming the Brand Image of Airtel.
There should be a proper and efficient communication channel within the
organization both for employees as well as customers.
They should provide much better After Sales Services, because this is a decision
making variable for the customers.
Billing Process should be more transparent because it leads to the reliability about
Brand.

BIBLIOGRAPHY
Websites:
www.bharti.com
www.Comtel.com

Appendix (01)
MARKET SURVEY QUESTIONNAIRE
TO KNOW CUSTOMER SATISFACTION LEVEL OF
EXISTING USERS HAVE AIRTEL LANDLINE &
BROADBAND SERVICES.
[Q.1] Market Segment: (a) Commercial

(b)

Residential

[Q.2] For how long you have been using Airtel Landline/ Broadband?
(a) < 3 months
(b) 3 months 6 months
(c) 6 months 1 year
(d) more than 1 year
[Q.3] How did you get aware about Airtel Landline & Broadband services?
(a) Banners & Hoardings
(b) Sales people
(c) Tele calling
(d) Newspaper
(e) References
(f)
Others
[Q.4] Do you also use Broadband service of Bharti along with its Landline?
(a) Yes
(b) No
[Q.5] If no, then do you avail any other broadband service?
(a) Yes, (specify) name __________________________
Reason _________________________
(b) No.
[Q.6] Do you think brand image of Airtel is stronger than others?
(a) Yes
(b) No
(c) Cant say
[Q.7] Are you satisfied with the Airtel Landline/ Broadband services?
(a) Very much satisfied
(b) Satisfied
(c) Average
(d) Partially dissatisfied
(e) Dissatisfied

[Q.8] If satisfied, which feature of bharti does you like most?

(a) Competitive pricing
(b) High Speed
(c) Downloading capacity
(d) Data Security
(e) After Sales Service
(f)
Others

[Q.9] Please rate the following Bharti features on the scale of 5 (5= very
good, 4= good, 3=Avg. 2= Bad, 1= worst).
(a) Salesmans attitude.
(b) Wiring & Installation.
(c) After sales service.
(d) Voice clarity
(e) Billing
(f)
Customer care
[Q.10]
improve?
(a)
(b)
(c)
(d)
(e)

If you are not satisfied, then in which area they should

Pricing policy
After sales service
Value added services
Billing Process
Other

[Q.11] Would you like to recommend Airtel to your friends and relatives?
(a) Yes
(b) No
(c) Cant say
If no, why? Reason ________________________________________
_________________________________________
NAME: -------------------------------------------------------------------------------AREA:----------------------------------------------------------------------------------Thanks for your co-operation.

Appendix (02)
EXISTING CUSTOMER DATABASE
NAME
Prabha Garg
Mamta patawari
Jalan carrier pvt ltd
Sanjay Sharma
Parul maheshwari
Nishant Sharma
Rakesh wabharwal
Gaurav jain
Satish chand sood
Shalni
Robin chainpuri
Robin chainpuri
Robin chainpuri

CONTACT NO.
ADDRESS
1142424524 D-210 vivek vihar
1143086340 C250,vivek vihar
1143036096 206 ajnara bhawan
1143053513 A63, vivek vihar
1143036294 B93
1143072234 D13
1142425059 C190, first floor
1143072266 B181,first floor
1143072243 D78
1143072271 D7-basement
1143072203 D330
1143072204 D330
1143072205 D330

Appendix (03)
TABLES OF DATA REPRESENTATION (ANEXXURE-3)
(3)

Awareness about Service:

T-Test
One-Sample Statistics
N

Awareness about service

Mean
2.5247

162

Std. Deviation
1.50445

Std. Error
Mean
.11820

One-Sample Test
Test Value = 0

t
21.359

Awareness about service

df
161

Sig. (2-tailed)
.000

Mean
Difference
2.52469

95% Confidence
Interval of the
Difference
Lower
Upper
2.2913
2.7581

[TABLE-1]
(4) Use of Broad Band along with its Broad Band:
T-Test
One-Sample Statistics
N
Use of Broadband
with Landline

Mean
162

1.2901

Std. Deviation

Std. Error
Mean

.45523

.03577

One-Sample Test
Test Value = 0

t
Use of Broadband
with Landline

36.071

df
161

Sig. (2-tailed)

Mean
Difference

.000

1.29012

95% Confidence
Interval of the
Difference
Lower
Upper
1.2195

1.3608

[TABLE-2]
(6)

Brand Image:

T-Test
One-Sample Statistics
N
About Brand
Image of AirTel

Mean
162

1.0432

Std. Deviation

Std. Error
Mean

.20396

.01602

One-Sample Test
Test Value = 0

t
About Brand
Image of AirTel

65.101

df
161

Sig. (2-tailed)

Mean
Difference

.000

1.04321

[TABLE-3]
(7)

Most Preferable feature of AirTel:

T-Test

95% Confidence
Interval of the
Difference
Lower
Upper
1.0116

1.0749

One-Sample Statistics
N
Most Preferable
feature of AirTel

Mean
162

Std. Deviation

Std. Error
Mean

1.73115

.13601

3.6111

One-Sample Test
Test Value = 0

t
Most Preferable
feature of AirTel

df

26.550

Sig. (2-tailed)

Mean
Difference

.000

3.61111

161

95% Confidence
Interval of the
Difference
Lower
Upper
3.3425

3.8797

[TABLE-4]
(10)

In which area Airtel should be improved?

T-Test
One-Sample Statistics
N
In Which Area
Improvent is needed ?

Mean
162

2.9136

Std. Deviation

Std. Error
Mean

1.20246

.09447

One-Sample Test
Test Value = 0

t
In Which Area
Improvent is needed ?

30.840

df

Sig. (2-tailed)

Mean
Difference

.000

2.91358

161

[TABLE-5]
(11)
T-Test

Would you like to recommend Airtel to others?

95% Confidence
Interval of the
Difference
Lower
Upper
2.7270

3.1001

One-Sample Statistics
N
Would You Like To
Recommend AirTel to
Your Friends & Relatives

Mean
162

Std. Deviation

Std. Error
Mean

.22977

.01805

1.0556

One-Sample Test
Test Value = 0

t
Would You Like To
Recommend AirTel to
Your Friends & Relatives

58.471

df

Sig. (2-tailed)

Mean
Difference

.000

1.05556

161

95% Confidence
Interval of the
Difference
Lower
Upper
1.0199

[TABLE-6]

Appendix (04)
LINEAR MULTIPLE REGRESSION ANALYSIS

Regression

1.0912

Variables Entered/Removedb
Model
1

Variables
Entered
Customer
Care
response,
Voice
Clearity,
Billing
Process,
Salesman'
s Attitude,
After Sales
a
Service

Variables
Removed

Method

Enter

a. All requested variables entered.

b. Dependent Variable: Satisfaction Level about service

Model Summary
Model
1

R
.695a

R Square
.483

Adjusted
R Square
.467

Std. Error of
the Estimate
.69279

a. Predictors: (Constant), Customer Care response,

Voice Clearity, Billing Process, Salesman's Attitude,
After Sales Service
ANOVAb
Model
1

Regression
Residual
Total

Sum of
Squares
70.070
74.874
144.944

df
5
156
161

Mean Square
14.014
.480

F
29.198

Sig.
.000a

a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process,

Salesman's Attitude, After Sales Service
b. Dependent Variable: Satisfaction Level about service

Coefficientsa

Model
1

(Constant)
Salesman's Attitude
After Sales Service
Voice Clearity
Billing Process
Customer Care response

Unstandardized
Coefficients
B
Std. Error
7.194
.578
-.352
.090
-.266
.083
-.322
.108
-.231
.078
-.220
.091

a. Dependent Variable: Satisfaction Level about service

Standardized
Coefficients
Beta
-.258
-.243
-.178
-.186
-.191

t
12.437
-3.899
-3.216
-2.971
-2.954
-2.423

Sig.
.000
.000
.002
.003
.004
.017