Abhishek Airtel Project

Someshwar Trading Co.
Chapter 1:
Introduction
1.1 Statement of the problem
1.2 Research Methodology
1.3 Objective of the study
1.4 Scope of the study
1.5 Limitations of the study
Advanced Management College, Bangalore

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 Someshwar Trading Co., and this is affecting on
the target of achievement of the company’s 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.

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 100 respondents. This number was
chosen taking into consideration on the time limit and inadequacy of
manpower for the survey. This population is from Yaragatti.
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 researcher’s judgment of income.
The respondents were interviewed in their work areas such as office,
hospital, home, school, and college.

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.

SCOPE OF THE STUDY

The scope of the project report is to study the level of satisfaction of
the customers with Airtel GSM. Every company wants the feed back of their
customer about the product, price, service and promotional activities in order
to know the customer attitude towards its product. This study confirms that
the Bharthi Airtel Pvt Ltd has satisfied its customers with Airtel GSM
service.

LIMITATIONS OF STUDY
 The time given was not sufficient as only one person had to conduct
the survey.
 The exact thinking of the respondents cannot be found out.
 Surrogate error could be one of the limitations.
 Findings are made with in the limited Information & views of the
respondents. So a chance of bias information is not totally eliminated.

Chapter 2:
COMPANY
PROFILE
2.1 History & Development

2.2 Vision & Mission
2.3 Organizational Chart
COMPANY PROFILE
History:
Bharti Airtel founded with a modest capital, in the year 1976. It is
India's leading provider of telecommunications services. The company has
27 million customers across India. It is a part of Bharti Enterprises. The only
operator to provide mobile services in all 23 business regions, or circles, in
India, the company also provides telephone services and Internet access over
DSL in 15 circles, complementing its national and international long
distance telephone services with mobile and broadband services.
Sunil Bharti Mittal is the chairman and group managing director of

Bharti Tele-Ventures. He is a graduate of Punjab University and completed
the owner/president management program at Harvard Business School in
1999.
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. The company's mobile communication services include
information services, short message, and prepaid and post paid services, as
well as wireless application protocol-enabled Internet access and roaming
services. Its telephone services include telephone services, dial-up services,
special phone plus services, unified messaging, and audio conference
services; and broadband services comprise integrated services digital
network, leased line, virtual private networks, and wireless fidelity networks.

The company also offers long-distance voice and data communication

services, as well as enterprise services, such as voice services, mobile
services, satellite services, managed data and Internet services, and managed
e-business services.
VISION & PROMISE
By 2010 Airtel will be the most admired brand in India:

 Loved by more customers
 Targeted by top talent
 Benchmarked by more businesses
We at Airtel always think in fresh and innovative ways about the

needs of our customers and how we want them to feel. We deliver
what we promise and go out of our way to delight the customer
with a little bit more

ORGANISATION CHART


Chapter 3:
Customer
Satisfaction
3.1 Customer Satisfaction – Meaning
CUSTOMER SATISFACTION
Introduction:
Satisfaction is a persons feelings of pleasure or disappointment
resulting from comparing a 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

company’s 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. 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

TARIFF PLANS IN AIRTEL
Plan Validity Talk time Call Rate

Local Mobile Landline STD
Airtel One Plan 1 Month 50
398 Plan 1 Year 200 50ps Rs.1 Rs.2.65
349 Plan 1 Year 150 79ps 79ps Rs.2.65
Bundling offer 2 Year 10 Rs.1 Rs.1 Rs.2.65
Super Lifetime Life time 10 Rs.1 Rs.1 Rs.2.65

Chapter 4:
Data Analysis &

Interpretation
4.1 Tabulated data
4.2 Graphical representation

DATA ANALYSIS AND INTERPRETATION

The analysis of the questionnaire was done taking into consideration
the objectives.
The popular company is descriptive form and the reasons are stated
giving the number of respondents favoring the company in percentage form.
The popular Airtel service is given in percentage form which the

opinion of people is given in descriptive form.

TABLE NO:-1
DURATION OF USAGE OF AIRTEL SIM BY CUSTOMERS
Duration No. of Customers Percentage
1-6months 32 32
6months-1yr 26 26
1-2yrs 22 22
2-3yrs 12 12
3-5yrs 6 6
5-8yrs 2 2

GRAPH NO:-1
35
30
25
20
15 No. of Customers
10
5
0
1-6 Mth 6Mth- 1-2 Yrs 2-3 Yrs 3-5 Yrs 5-8 Yrs
1Yr
CONCLUSION:-
It is found that most of the users are using Airtel from last 3yrs. From
the data it is clear that current market of Airtel has grown up vastly. Because
Airtel provides good services and attractive tariff plans.

TABLE NO:-2
DIVERT OF DEMAND FROM OTHER COMPANY TO

AIRTEL
From Vodafone to Airtel 11
From Reliance to Airtel 9
From BSNL to Airtel 7

GRAPH NO:-2
12
10
6 No. of Customers
0
Vodafone Reliance BSNL
CONCLUSION:-
It is found that 27% of the customers have newly got connected to

Airtel and 73% are using from long years.

In that 27% of customers mostly are diverted from Vodafone,

followed by Reliance and then at last by BSNL.
TABLE NO:-3
USAGE OF OTHER SIM
Being an Airtel customer, some of them even use other company sim.
The details are as follows:
No. of customers Percentage

Only Airtel users 76 76
Airtel users using even 24 24
other sim
Among these, Airtel users using even other sim are:
SIM No. of customers Percentage

BSNL 6 25

Vodafone 10 41.66
Reliance 8 33.34
GRAPH NO:-3
10
9
8
7
6
5 No.of Customers
4
3
2
1
0
BSNL VODAFONE RELIANCE
CONCLUSION:-
It is found that 41.66% of the users are using Vodafone, followed by
33.34% users are using Reliance and then 25% users are using BSNL, along
with Airtel.

TABLE NO:-4
REASONS FOR BUYING AIRTEL SIMCARD
Reasons Customers’ opinion Percentage
Network/coverage 58 58
Attractive tariff/plans 20 20
Others 22 22

GRAPH NO:-4
60
50
40
30 No.of Customers
20
10
0
Network Plans Others
CONCLUSION:-
By the above chart we can interpret that network/coverage is the

main influence factor for customers to accept Airtel service.

TABLE NO:-5
PERFORMANCE OF AIRTEL SIM
Criteria No. of customers Percentage
Delighted 24 24
Highly satisfied 34 34
Satisfied 42 42

GRAPH NO:-5
Delighted
Highly Delighted
Satisfied
CONCLUSION:-
From the above diagram it is clear that 100% customers show the
satisfaction towards Airtel.

TABLE NO:-6
LEVEL OF SATISFACTION REGARDING FACILITIES
Facilities Good Bad
Calls incoming 100 00
Calls outgoing 66 34
SMS 33 77
MMS 42 58

GRAPH NO:-6
100
90
80
70
60
50 Good
40 Bad
30
20
10
0
Calls Calls SMS MMS
Incoming Outgoing
CONCLUSION:-
It is found that 100% of customers are satisfied with incoming calls,
because of excellent network coverage. But, as per outgoing calls 34% of
them are unsatisfied and the response was only one, which is high cost. 33%
of customers agree that SMS facility is good, 5% of them believe that the
rate of 10ps/SMS is makes them unsatisfied. Finally, 42% of the customers
are satisfied with the MMS.

TABLE NO:-7
MODE OF COMMUNICATION
Mode of communication No. of customers Percentage
By sending SMS 46 46
Postal facilities 12 12
Call up 33 33
Internet 9 9

GRAPH NO:-7
50
45
40
35
30
25
20 No.of Customers
15
10
5
0
By Sending Postal Call Up Internet
SMS Facilities
CONCLUSION:-
By the above chart it clear that Airtel keeps their customers in touch
maximum through sending SMS i.e. 46% then is by call up at 33% and then
through postal facility 12% and then through internet is 9% customers
strongly believe in Airtel.

TABLE NO:-8
CUSTOMERS PERCEPTION TOWARDS AIRTEL SERVICE

AND ITS WELFARE ACTIVITIES
Perception No. of customers Percentage
Proud 92 92
Not proud 8 8

GRAPH NO:-8
Proud
Not Proud
CONCLUSION:-
It’s noticed that most of the customers of Bharti Airtel are proud about
their choice of Airtel. 92% of the customers are proud & rest of them doesn’t
feel that proud.

TABLE NO:-9
RANK 1 GIVEN BY THE CUSTOMERS
Companies No. of customers Percentage
Airtel 63 63
BSNL 17 17
Vodafone 12 12
Reliance 8 8

GRAPH NO:-9
70
60
50
40
No.of Customers
30
20
10
0
Airtel BSNL Vodafone Reliance
CONCLUSION:-
From the data collected it is clear that the final rankings are
Rank 1 Airtel
Rank 2 BSNL
Rank 3 Vodafone
Rank 4 Reliance

TABLE NO:-10
OVERALL SATISFACTION OF CUSTOMERS
Satisfaction Level No. of Customers Percentage
Highly satisfied 53 53
Satisfied 27 27
Just satisfied 20 20

GRAPH NO:-10
60
50
40
30
No.of Customers
20
10
0
Highly Satisfied Just
Satisfied Satisfied
CONCLUSION:-
From the above chart it is clear that most of the customers are highly
satisfied with Airtel.

Chapter 5:
Winding Up
5.1 Findings
5.2 Suggestions
5.3 Conclusion

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 SMS 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.
8. The rankings made by respondents towards different companies are :
Rank 1 Airtel
Rank 2 BSNL
Rank 3 Vodafone
Rank 4 Reliance

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.

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.

Chapter 6:
ANNEXURE &
BIBLIOGRAPHY
6.1 Questionnaire
6.2 Bibliography

QUESTIONNAIRE
A Survey on “Customer Satisfaction” for Bharti AIRTEL Ltd. with
special reference to Someshwar Trading Company., patna
PERSONAL INFORMATION
1) Name & Address: _________________________________________

________________________________________________________
2) Occupation:______________________________________________
3) Income:(per annum)
Below Rs.10000 Rs.10000-20000
Rs.20000-30000 Above Rs.30000
4) Age Group:
18 - 30 30 - 40
40 - 50 Above 50
RESERCH INFORMATION
1) Since how many years/months you are using Airtel network?
____ Years/months.
2) Have you changed your old connection to Airtel?

Yes No

If yes, which mobile were you using earlier: _____________
Reason for diverting: _______________________________________
3) Do you use even any other SIM other than Airtel?

Yes No
If yes, mention:
BSNL Vodafone
Reliance
If No, why do you use Airtel service only?
Network/Coverage
Attractive Tariffs/Rates
Others
4) Details of your tariff/rate plan:

________________________________________________________
________________________________________________________
________________________________________________________
5) Your opinion about the existing offers in Airtel :
________________________________________________________
________________________________________________________
________________________________________________________

6) What is your opinion about the following facilities provided to you?
Facilities Delighted Highly Satisfied Satisfied Dissatisfied

Local A-A Calls
Local Calls to
Others
STD Calls
ISD Calls
SMS
GPRS
7) What is the mode of communication channel through which Airtel

keeps you in touch?
By sending SMS Postal Services
Call up Internet
8) Are you aware of the welfare activities of the Airtel Co.?

Yes No
If yes, are you satisfied with those activities?
Fully Partially
Not at all Not Satisfied
9) Do you feel proud to be a part of Airtel Co.?

Yes No
If Yes or No
Reasons: ________________________________________________

________________________________________________________
________________________________________________________
____________________________________________
10) Rate the following networks by using numbers( 1…4)
Airtel BSNL
Vodafone Reliance
11) Any Suggestions to the company:

________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
12) Overall, how satisfied have been with the Airtel services?
Fully satisfied Satisfied Just satisfied

BIBLIOGRAPHY
 MARKETING MANAGEMENT-
PHILIP KOTLER
 COMPANY MANUALS
 COMPANY REPORT
 INTERNET-www.airtelworld.co.in
THANK YOU

Abhishek Airtel Project

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Someshwar Trading Co.

1.2 Research Methodology

1.3 Objective of the study

1.4 Scope of the study

1.5 Limitations of the study

Advanced Management College, Bangalore

STATEMENT OF THE PROBLEM

The hypothesis has been made that there is a problem to achieve

Survey has been conducted to know the customers satisfaction. The

Advanced Management College, Bangalore

The measurement technique used was a questionnaire.

Questionnaire was used as a formalized instrument would give the

Advanced Management College, Bangalore

OBJECTIVES OF THE STUDY

Advanced Management College, Bangalore

SCOPE OF THE STUDY

Advanced Management College, Bangalore

Advanced Management College, Bangalore

Advanced Management College, Bangalore

2.2 Vision & Mission

2.3 Organizational Chart

Sunil Bharti Mittal is the chairman and group managing director of

Bharti Airtel provides telecommunication services primarily to

Advanced Management College, Bangalore

The company also offers long-distance voice and data communication

VISION & PROMISE

By 2010 Airtel will be the most admired brand in India:

We at Airtel always think in fresh and innovative ways about the

Advanced Management College, Bangalore

Advanced Management College, Bangalore

3.1 Customer Satisfaction – Meaning

Many companies are aiming for high satisfaction because customers

Advanced Management College, Bangalore

Cautions in measuring customer satisfaction:

When customer rates their satisfaction with an element of the

Delivering customer value and satisfaction value chain:

The value chain as a tool for identifying ways to create more

Advanced Management College, Bangalore

The primary activities represent the sequence of bringing materials

Value – delivering network:

To be successful the firms also need to look for competitive advantage

Attracting and retaining customers:

In addition to attracting the new customers and retaining the existing

Advanced Management College, Bangalore

TARIFF PLANS IN AIRTEL

Plan Validity Talk time Call Rate

Advanced Management College, Bangalore

Data Analysis &

4.2 Graphical representation

Advanced Management College, Bangalore

DATA ANALYSIS AND INTERPRETATION

The popular Airtel service is given in percentage form which the

Advanced Management College, Bangalore

DURATION OF USAGE OF AIRTEL SIM BY CUSTOMERS

Duration No. of Customers Percentage

Advanced Management College, Bangalore

Advanced Management College, Bangalore

DIVERT OF DEMAND FROM OTHER COMPANY TO

From Vodafone to Airtel 11

From Reliance to Airtel 9

From BSNL to Airtel 7

Advanced Management College, Bangalore

It is found that 27% of the customers have newly got connected to

Advanced Management College, Bangalore