A Field Report On

CONSUMER SATISFACTION TOWARDS AIRTEL TELECOMMUNICATION SERVICES

2010-2012 SINHGAD INSTITUTE OF BUSINESS ADMINISTRATION & REASEARCH KONDWA (BK) Pune-411048

SUMMBITED BY: ROHIT KUSHWAHA

SUMMITED TO:

University of Pune or SIBAR

CERTIFICATE

This is certify that ROHIT KUSHWAHA student of SINHGAD INSTITTUDE OF BUSINESS ADMINSTRATION & RESEARCH, Pune has completed his field project report at of the title CONSUMER SATISFACTION TOWARDS AIRTEL TELEOMUNICATION SERVICES and has submitted the project work report in partial fulfillment of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT of the UNIVERSITY OF PUNE for the academic year 2010-2012.

He has worked under our guidance and direction. The said report is based on bonafide information.

PROF. SWAPNIL PATIL Project Guide

PROF. AVADHOOT POL Director

SINHGAD INSTITUTE OF BUSINESS ADMINISTARATION AND RESEARCH, KONDHWA (BK)

DECLARATION

I, the undersigned, hereby declare that the Project Report titled CONSUMER
SATISFACTION TOWARDS AIRTEL TELEOMUNICATION SERVICES written

and submitted by me to (the University of Pune or SIBAR), in partial fulfillment of the requirement for the award of Master of Marketing Management, is my original work and the conclusions drawn therein are based on the material collected by myself.

Place: Pune Date: KUSHWAHA ROHIT

ACKNOWLEDGEMENT

To improve a little you need to make affords. Not one or two till results. And to learn and act, you need guidance. Our own self can undertake no study however big or small; behind every act there are unforgettable memories, efforts, guidance and blessing of those person without whom this study would not have gone even a small distance. First and foremost, I owe special thanks to SINHGAD INSTITUDE OF BUSINESS ADMISISTRATION & RESEARCH for giving me an opportunity to make project of the title CONSUMER SATISFACTION TOWARDS AIRTEL TELECOMMUNICATION SERVICES and even Prof. Swapnil Patil I even thank the staff members for their encouragement and guidance. To the best of the knowledge this work is totally authentic. I alone is responsible for any deficiency or anomaly in the same.

ROHIT KUSHWAHA

Executive summary
India has one of the worlds largest telecommunication networks. The telecom story continues to be the best evidence of the efficacy of the reforms process. In just six years, the number of mobile subscribers has gone from just about one million to 100 million, a subscriber base that only four other countries China, the US, Japan and Russia can boast of. None can doubt the correlation between this explosive growth in numbers and the steep decline in the cost of the mobile phone and of its usage. Effective tariffs have dropped from over Rs.14 a minute to Re 1, bringing the phone within reach of people even below the middle-class. The Government may have, therefore, landed itself a winner in the mobile phone, but the task of taking telecom to the other 90 per cent of the population will call for even greater innovation in policymaking, technology and marketing. Still three-fourths of the land mass is not illuminated by a cellular signal and the price of the instrument is beyond the reach of a substantial section of the population let alone the charges for its use. These issues, of course, can be resolved by decisive policy action, such as a creative use of the Universal Services Obligation fund that now has over Rs.70 billion, releasing adequate spectrum to operators in the metros, and a proactive investment policy that invites many more equipment manufacturers to set up base in this country. The road for India achieving the top most position in telecommunication is no longer a dream as India is nearing China in all aspects in few years India will over power all countries and achieve its target of top most position in telecom industry.

Sr. No
Chapter 1
Introduction

Content

Page No.
7

Chapter 2

Objectives

10

Chapter 3

Methodology

11

Chapter 4

Company History

13

Chapter 5

Company Profile

16

Chapter 6

SWOT Analysis

19

Chapter 7

Data Interpretation

22

Chapter 8

Finding, suggestion and conclusion

38

Chapter 9

Limitations

41

Chapter 10 Chapter 11

Bibliography

42

Questionnaire

43

CHAPTER 1 INTRODUCTION
Consumer
A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs, wants or desires. According to a statement made by Mahatma Gandhi, consumer refers to the following, A consumer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. So consumer is like the blood of our business and also a satisfied customer is a word of mouth advertisement of a product / services. CONSUMER SATISFACTION Every human being is a consumer of different produces. If there is no consumer, there is no business. Therefore, consumer satisfaction is very important to every business person. According to Philip Kotler consumer satisfaction is defined on, personal feeling of pleasure resulting from comparing a products pursued performance in relation to his /her expectations. Consumer attitude measurements are taken on either potential buries or existing clients buries in order to identify their characteristics. Why should the competent market engineer conduct consumer research? Consumers surveys can provide the researcher with a wealth of information, valuable of the marketing function. Detailed information regarding the customer in a market will provide the basic platform for all marketing decisions. Marketing decision maker needs descriptive information about the total potential unit and dollar sales in each segment. Perhaps the most important one is that a

seller need to be aware of the relevant objective and need of consumer and how their objectives might best be served by the products.

MARKET The term market is derived from Latin Word Mercatus, which means to trade that is purchasing and selling of goods. It also means merchandise truthic place of business. According to Pyle, Market includes both place and region in which buyers and sellers or in free competition with one another.

MARKETING Marketing includes all the impacts involved in the exchange process of transferring the possession and ownership of goods or services from the producer to the ultimate consumers. MARKETING FORMULA a. The foremost step is business aims at profit. b. For profit making he can sell the products. c. For selling the product he should create customers. d. For creating the customers, customers needs of preferences to be identified and satisfied. e. To satisfy the customers new product to be produced. Marketing is trying to learn, Who buy the products or services? How do they buy? When do they buy? Where do they buy? Why do they buy? How often they buy? It is otherwise called understand and predict human actions in their buying role. A marketer is act as consumers while them purchasing any goods /services, and try to market that product to an ultimate consumer. So, marketing is starts with consumer and ends with

consumer. So, todays market is called on consumer market. It can be defined on, All the individuals and households who buy goods and services for personal consumption So, the consumer satisfaction is get more importance in the marketing functions.

Importance of consumer satisfaction

The needs to satisfy customer for success in any commercial enterprise is very obvious. The income of all commercial enterprise is derived from the payments received for the products and services supplied to its customers. If there is no customer there is no income and there is no business. Then the core activity of any company is to attract and retain customers. It is therefore no surprise that Peter Drucker the renowned management Guru, has said to satisfy the customers is the mission and purpose of every business. Satisfaction of customer is essential for retention of customers and for continuous sales of the products and services of the company to customers. This establishes the needs for and the importance of customer satisfaction. The satisfaction of consumers is different from one to another. Became, each consumer has the different behavior in their life. So, the marketer satisfy the consumer, he must very well know the behavior of consumer.

Consumer behavior:
The term consumer behavior may be defined as the behaviour that consumer displays in searching for purchasing, using, evaluating, producing, services and ideas which they expect will satisfy their needs. In other words, It is a study of physiological, social, physical, behaviors of all potential customer as they become aware of evaluation, purchase and consumption and tell other about products and services. The study of consumer behaviour is the study of how individuals make divisions to spend their resources like money, energy, time, etc. on consumption of products.

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CHAPTER-2 OBJECTIVES OF THE STUDY

To study the evaluation of telecommunication service with particular reference to India. To ascertain the attributer which influenced the customers in selecting a particular telecom services provider. To study the consumers satisfaction towards different telecom service providers in Asansol city. To assess the problems faced by the cell phone users in Asansol City. To offer valuable suggestions to improve the services of telecommunication in Asansol city.

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CHAPTER-3 RESEARCH METHODOLOGY

Search of knowledge. A careful investigation or enquiry. A systematic effort to gain new knowledge. Those are called an Research Research is a movement of knowledge from known to unknown from the available place to the required place. According to Clifford wode, Defining and re-defining problems formulating the hypothesis or jusested solutions. Collecting, organizing and evaluating data. Making detections and reaching conclusions to determine whether fit the formulating the hypothesis . The Purpose of research to find out solutions to the problem, which has not been discovered by anybody.

Research methods:
Those methods which are used by the researcher during the course of studying are research problem are termed on research methods.

Research methodology:
The research methodology, not only the research methods are but also consider the logic behind the methods. They are in the contest of our research studied. And explain why we are using a particular method or techniques and we are not using others.

Descriptive research design:

It includes surveys, and facts finding enquires of different kinds. The manor purpose of descriptive research is description of state of affairs on it exists at present. The main character of this method is that the researcher has no control threw over the variables. He can report what has happen or what is happening.
12

Nature of data:
In this study the following data are used. 1. Primary data 2. Secondary data

Collection of data:
The data were collected from the respondents through the distribution of questionnaire.

Area of the study:

This study covers Asansol city only in West Bengal.

Sample size:
The sample size of this study is 50.

Tools for analysis:

Along with the usual statistical tools such as tables, pie chart, colunm chart, percentages, bar charts we sued for analyzing the data and arriving at the conclusion.

13

CHAPTER-4 COMPANY HISTORY

Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement with Germany's Siemens to manufacture the company's push-button telephone models for the Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. This first-mover advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications market. By the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first cordless telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi. In 1995, Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Mumbai Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and Nicobar. In 2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel began operating in Bangladesh and 16 African countries.
14

Today, Airtel is the largest cellular service provider in India and fifth largest in the world.

Worldwide Presence

Coverage map of Bharti Airtel across 19 countries Airtel is the 5th largest mobile operator in the world in terms of subscriber base and has a commercial presence in 19 countries and the channel Island. Bharti Airtel has crossed the 200 million wireless subscribers mark worldwide. The announcement was made by Sunil Bharti Mittal on 18 November 2010. Out of the 200 million subscribers, 150 million are out of India, 43 million are in Africa and about 7 million are from Bangladesh and Sri Lanka. The numbers include mobile services subscribers in India, South Asia and Africa, Telemedia services subscribers and Digital services subscribers. On 18 November 2010, Airtel rebranded itself in India in the first phase of a global rebranding strategy. The company unveiled a new logo with 'airtel' written in lower case. Designed by London-based brand agency, Brand Union, the new logo is the letter 'a' in lowercase, with 'airtel' written in lowercase under the logo. On November 23, 2010, Airtel's Africa operations were rebranded to 'airtel'. Sri Lanka followed on November 28, 2010 and on December 20, 2010, Warid Telecom rebranded to 'airtel' in Bangladesh.

15

On May 9, 2009 Airtel signed a major deal with Manchester United Football Club. As a result of the deal, Airtel gets the rights to broadcast the matches played by the team to its customers. Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of the Champions League Twenty20 cricket tournament. The tournament itself is named "Airtel Champions League Twenty20." The signature tune of Airtel is composed by Indian musician A. R. Rahman. The tune became hugely popular and is the world's most downloaded mobile music with over 150 million downloads. A new version of the song was released on 18 November 2010, as part of the rebranding of the company. This version too was composed by Rahman himself.

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Chapter-5 Company Profile

Bharti Airtel Limited, usually referred to simply as "airtel", is a Indian telecommunications company that operates in 19 countries across South Asia, Africa and the Channel Islands. It operates a GSM network in all countries, providing 2G or 3G services depending upon the country of operation. Airtel is the fifth largest telecom operator in the world with over 207.8 million subscribers across 19 countries at the end of 2010. It is the largest cellular service provider in India, with over 152.5 million subscribers at the end of 2010. Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom.. Airtel also offers fixed line services and broadband services. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve this Cisco Gold Certification. To earn Gold Certification, Bharti Airtel had to meet rigorous standards for networking competency, service, support and customer satisfaction set forth by Cisco. The company also provides land-line telephone services and broadband Internet access (DSL) in over 96 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales and finance. Its network (base stations, microwave links, etc.) is maintained by Ericsson, Nokia Siemens Network and Huawei., business support by IBM and transmission towers by another company (Bharti Infratel Ltd. in India). Ericsson agreed for the first time, to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enabled the company to provide pan-India phone call rates of Rs. 1/minute (U$0.02/minute). Call rates have come down much further. During the last financial year [2009-10], Bharti has roped in a strategic partner Alcatel-Lucent to manage the network infrastructure for the Telemedia Business. The company is structured into four strategic business units - Mobile, Telemedia, Enterprise and Digital TV. The Telemedia business provides broadband, IPTV and telephone services
17

in 89 Indian cities. The Digital TV business provides Direct-to-Home TV services across India. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telcos. Parteners:Network Equipment Mobile Services Telemedia & Long Nokia Siemens, Ericsson, Huawei Nokia Siemens, Juniper, Cisco, Alcatel Lucent, ECI, Tellabs IBM IBM Daksh, Hinduja TMT, Teleperformance, Mphasis, Firstsource & Aegis Singtel

Distance Services Information Technology Call Centre Operations Equity Partner {Strategic}

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Bharti Airtel Limited

Industry Founded Founder(s) Headquarters Area served Key people

Telecommunications 7 July 1995 (1995-07-07) Sunil Bharti Mittal New Delhi, India South Asian & African countries and the Channel Islands Sunil Bharti Mittal
(Chairman) and (MD)

Mobile network Wireless Products Telephone Internet Satellite television Revenue Operating income Profit Total assets Employees 14,589.33 crore (US$3.17 billion) (2009) 35,699.27 crore (US$7.75 billion) (2009)

9,426.16 crore (US$2.05 billion) (2009) US$ 11.853 billion (2009) 30,000 (2010) Bharti Enterprises (63.45%)

Parent

SingTel (32.15%) Vodafone (4.4%)

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CHAPTER-6 SWOT ANALYSIS

STRENGTH:VERY FOCUSED ON TELECOM: Bharti Airtel is largely focused on the telecom, around 93% of the total revenue comes from telecom(Total telecom revenue Rs 3,326). LEADERSHIP IN FAST GROWING CELLULAR SEGMENT :Airtel is holding leadership position in cellular market.. Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 27,239,757 customers as on August 31, 2006, consisting of 25,648,686 GSM mobile and 1,591,071 broadband & telephone customers. PAN INDIA FOOTPRINT :Airtel offers the most expansive roaming network. Letting you roam anywhere in India with its Pan-India presence, and trot across the globe with International Roaming spread in over 240 networks. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 92 cities. THE ONLY OPERATOR IN INDIA OTHER THAN VSNL HAVING INTERNATIONAL SUBMARINE CABLES:Airtel, the monopoly breaker shattered the Telecom monopoly in the International Long Distance space with the launch of International Submarine cable Network i2i jointly with Singapore Telecommunications Ltd. in the year 2002. This has brought huge value to the IPLC customers, delivering them an option besides the incumbent carrier, to connect to the outside worldhuge value to the IPLC customers, delivering them an option besides the incumbent carrier, to connect to the outside world.
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Weakness :Price Competition from BSNL and MTNL:

operators are offering services at a low rate.
-

Airtel is tough competition from the operators like Reliance and Vodafone as these two

Untapped Rural market: Although Airtel have strong Presence throughout the country but still they are far away from the Indian rural part and generally this part is covered by BSNL so indirectly Airtel is loosing revenue from the rural sector.

OPPORTUNITIES :THE FAST EXTENDING IPLC MARKET :An IPLC (international private leased circuit) is a point-to-point private line used by an organization to communicate between offices that are geographically dispersed throughout the world. An IPLC can be used for Internet access, business data exchange, video conferencing, and any other form of telecommunication. Airtel Enterprise Services and SingTel jointly provide IPLCs on the Network i2i. The Landing Station in Singapore is managed by SingTel and by Airtel in Chennai (India). Each Landing Station has Power Feeding Equipment, Submarine Line Terminating Equipment and SDH system to power the cable, add wavelengths and convert the STM-64 output to STM-1 data streams respectively. LATEST TECHNOLOGY AND LOW COST ADVANTAGE :The costs of introducing cellular services for Airtel are marginal in nature, as it needs only to augment its cellular switch/equipment capacity and increase the number of base stations. The number of cities, towns and villages it has covered already works to its advantage as putting more base stations for cellular coverage in these areas comes with negligible marginal cost. Besides such cost advantages, it has also other cost advantages for the latest cellular technology. As a late entrant into the cellular market, it has dual advantage of latest
21

technology with modern features, unlike other private cellular operators who started their service more than 4-5 years back and low capital cost due to advantages of large scale buying of cellular switch/equipment. HUGE MARKET :The cellular telephony market is presently expanding at a phenomenal / whopping rate every year and there is still vast scope for Airtel to enter /expand in this market. Besides there is a vast rural segment where the cellular services have not made much headway and many customers are looking towards Airtel for providing the service to them. With its wide and extensive presence even in the remotest areas, Airtel poised to gain a big market share in this segment when it expands cellular services into the rural areas.

THREATS :COMPETITION FROM OTHER CELLULAR :It is time for BSNL to improve/expand its cellular services. Fierce and cut-throat competition is already in place with the markets ever a buzz with several tariff reductions and announcement of attractive packages, trying to grab most of the mind share of the king - the consumer, whose benefits are increasing with passing of everyday. If BSNL is not innovative and agile, its cellular service will be a flop. It needs to be proactive with attractive packaging, pricing and marketing policies lest its presence in the market be treated with disdain by the private cellular companies. The launch of WLL services by Reliance Infocomm has aggravated the situation. MARKET MATURITY IN BASIC TELEPHONY SEGMENT:Although Airtel entered in the basic telephony market its a biggest there for the company as the basic telephony market has reached.

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CHAPTER-7
DATA ANALYSES AND DATA INTERPRETATION
This chapter is allocated for analysis and interpretation of data. The analysis of consumer satisfaction done by percentage analysis.

1. Do you use telecommunication service?

OPTION

NO OF RESPONDENT

% OF RESPONDENT 100 00

YES NO

50 00

Observation: There is 11% user who are using telecommunication services. 1. Which company do you prefer for telecommunication services?

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COMPANY a) Reliance b) Airtel c) Vodafone d) Aircel e) Others

NO OF RESPONDENT 17 12 4 9 8

% OF RESPONDENT 34 24 8 18 16

Observation: On the basis of consumer preference, majority of the people are preferred Reliance

and Airtel.

1. Which type of service do you use?

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TYPES a) CDMA b) GSM c) Prepaid d) Postpaid

NO OF RESPONDENT 3 24 23 0

% OF RESPONDENT 6 48 46 0

Observation: Maximum people in Asansol are using GSM or Prepaid service.

1. How much is your monthly recharge?

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OPTIONS a) Less than 500 b) 500 to 1000 c) 1000 to 1500 d) More than 1500

NO OF RESPONDENT 26 12 8 4

% OF RESPONDENT 52 24 16 8

Observation: On the basis of monthly recharge more than 50% people recharge their account less than 500 Rs.

1. How many hours do you talk?

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OPTIONS a) Less than an hour

b) 1 hour to 3 hours c) 3 hours to 5 hours

NO OF RESPONDENT 22 12 9 7

% OF RESPONDENT 44 24 18 14

d) More than 5 hours

Observation: On the basis of talk time, more than 40% talk less than one hour per day.

1. Since the past how many years you are the consumer of this

Company?

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OPTIONS
a) Less than one year b) one to two year

NO OF RESPONDENT 16 19 10 5

% OF RESPONDENT 24 20 28 26

c) two to three year d) More than three years

Observations: Maximum people are using services sinse more than one year.

1. Do you use internet service? OPTION NO OF RESPONDENT YES NO 20 30

28

% OF RESPONDENT 40 60

Observation: Majority of the people are not using internet through mobile. They prefer computer to

use internet.

OPTIONS a) Very good b) Good c) Satisfactory d) poor

NO OF RESPONDENT 2 5 7 6

% OF RESPONDENT 10 25 35 30

1. Your opinion about internet service?

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Observation: Who are using internet they are at the satisfactory level.

OPTION

NO OF RESPONDENT

% OF RESPONDENT 78 22

1. Are you satisfy with the overall service of the company?

YES NO

39 11

30

Observation: Airtel is successful to satisfy his customers.

1. If yes than, what is the reason?

OPTIONS a) Call rates b) Network c) Recreation facilities d) All of these

NO OF RESPONDENT 9 13 5

% OF RESPONDENT 23 34 13

12

30

31

Observation: Majority of the respondent are prefer to the network. Respondents are also satisfied from the price of Airtel.

OPTIONS a) Call rates b) Network c) Recreation facilities d) All of these

NO OF RESPONDENT 3 1 4

% OF RESPONDENT 33 11 45

11

1. If no then, what is the reason?

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Obesertvation: Maximum people are dissatisfy due to Recreation facility and call rates.

1. Do you use roaming services? OPTION NO OF RESPONDENT YES NO 28 22 % OF RESPONDENT 56 44

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Observation: 56% respondent says that, they uses roaming services

1. If yes than, are you satisfy with the service?

OPTION

NO OF RESPONDENT

% OF RESPONDENT 74 26

YES NO

17 06

Observation: 74% respondent who are use roaming service are satisfy with the service.

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1. Do you want to change your telecom company in the future?

OPTION

NO OF RESPONDENT

% OF RESPONDENT 24 30 46

Yes No Not Decided

12 15 23

Observation: Majority of the respondent says that, they do not want to change their present telecome company.

1. If yes than, which telecom company?

COMPANY a) Aircel b) Vodafone c) Reliance d) others

NO OF RESPONDENT 2 2 5 3

% OF RESPONDENT 17 17 41 25

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Observation: Maximum people are in the favor of Reliance and oter like Vodafone and Uninor.

1. Would you recommend this telecommunication service to your friend & relatives? OPTION NO OF RESPONDENT YES NO 40 10 % OF RESPONDENT 80 20

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Observation: Those who are highly satisfy are want to recommed that particular service to their relatives.

CHAPTER-8 FINDING, SUGGESIOAND CONCLUSION

This chapter is allocated to express the findings and conclusions in this study. Statistical tools are applied to analyze the data. It includes the result of each and every tables, charts and tests. FINDINGS FROM PERCENTAGE ANALYSIS: On the basis of consumer preference, majority of the people are preferred Reliance

and Airtel. Maximum airtel users are using airtel because of its network.
Maximum people in Asansol are using GSM or Prepaid service. On the basis of monthly recharge more than 50% people recharge their account less

than 500 Rs.

On the basis of talk time, most of the people (more than 40%) talk less than one hour

per day.
On the basis of occupation, the students are only used cell phones in more level. Majority of the peoples are buy the cell phones by influencing their friends. On the basis of after sales service, the majority of the respondents are highly satisfied

in Airtel.
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 On the basis of periodical offers, majority of the people are not satisfied with Airtel. On the basis of outgoing call charges, majority of people are satisfied with Airtel. Majority of the people says that, there are 40% people who are using internet through

their cell phone.

Respondents get the internet facility at satisfactory level. 56% respondent says that, they uses roaming services. 74% respondents who are use roaming service are satisfy with the service. Majority of the respondent says that, they do not want to change their present telecom

company.

SUGGESTIONS:
1. Airtel can try to expand their customers network. 2. Airtel can try to attract the young peoples. (Up to 22 years). 3. All the service providers should try to increase post paid users. 4. 75% of the peoples are unaware about the various services rendered by their service

provider. So the service providers try to make awareness of their customers services to their customers.
5. Airtel can more attract the customers by reducing their price. 6. Airtel can try to increase their after sales services.

7.

People in Airtel are highly dissatisfy due to the recreation facilities. They charge the caller tune and other facilities without the customers permission so this problem should be solved.
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CONCLUSION
After the completion of project I have seen the different aspects of this Winter Training Project. Also I have gained some new experience about the consumer research. While surveying I have met a large number people, with different perceptions, with different nature, and as a result of this I have learnt a lot of things like how to talk with the different people with different behavior. I am benefited a lot and this will definitely help me a lot in my summer training as well as in the future. Also the outcome that came out from this research work is that in city Asansol telecommunication services are used on wide scale by most of the local person. Airtel is most admired brand then it is Pune. It mostly preferred by the consumers. Most of the people of Asansol are using Airtel because of its network facility. This is an information era significance of information cannot be over emphasized. This study attempts to find out the satisfaction of consumer regarding telecommunication service providers. This decade, most of the peoples using cell phones. So, service providers are increasing in more level. So service provider are should over come another ones competition. So, it leads to adding new features, schemes, periodical offers to their service.
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So, the consumers get maximum benefit from their service provider. Now-a-days, cell phones are very necessity to all. Because, it is give safety to the men and women also. And no person are feel cell phones are luxury one. So most of the persons are also should preferred these cell phones to their children.

CHAPTER-9 LIMITATION OF THE STUDY

Though the detailed investigation is made in the present study, unit has got the following limitations. 1. Duration of the study was three weeks.
2. This study is restricted only to the Asansol city. So, the results may not be applicable

to other areas.
3. This study is based on the prevailing customers satisfaction. But the customers

satisfaction may change according to time, fashion, technology, development, etc.

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4. As per the population of the study is huge, Research has been done on only 50 sample

respondents from each service providers. 5. The study is based on the information and documents provided by the interaction with the various employees and the customers. .

CHAPTER-10 BIBLIOGRAPHY
www.bharti airtel.com www.google.com www.bussinessdictionary.com Wikipedia

Reference books-MARKETING MANAGEMENT 41

V.S. Ramaswamy, S.Namakumari

RESEARCH METHODOLOGY OPERATION RESEARCH

C.R.Kothari Vittal

CHAPTER 11
Questionnaire

Name: .............................. .. Occupation:....................................... Address:..................................................................................................................... Annual Income: ..................................................................................................... 1.Do you use telecommunication service? (a) Yes (b) No

2.Which company do you prefer for telecommunication service?

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(a) Airtel (c) Reliance (e) Others 3.Which type of service do you use? (a) CDMA (c) Prepaid 4.How much is your monthly recharge? (a) Less than 500Rs (c) 1000 to1500 5.How many hours do you talk per day? (a) less than an hour (c) 3 hours to 5 hours

(b) Vodafone (d) Aircel

(b) GSM (d) Post paid

(b) 500 to 1000 (d) more than 1500

(b) 1 hour to 3 hours (d) more than 5 hours

6. Since the past how many years you are the consumer of this company? (a) less than one year (c) two to three years 7.Do you use internet service? (a) Yes 8. Your opinion about internet service? (a) Very good (c)Satisfactory (b).Good (d) Poor (b) No (b) one to two years (d) more than three years

9. Are you satisfy with the overall service of the company? (a) Yes (b) No

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10.If yes then, what is the reason? (a) Call rates (c) Recreation facilities 11.If no then, what is the reason? (a) Call rates (c) Recreation facilities 12.Do you use the roaming service? (a) Yes (b) No (b) Network (d) All of these (b) Network (d) All of these

13.If yes then, are you satisfy with the service? (a) Yes (b) No

14.Do you want to change your telecom company in the future? (a) Yes (c) Not Decided (b) No

15.If yes then, which telecom company? (a) Aircel (c) Reliance (b) Vodafone (d) Others

16. Would you recommend this telecommunication service to your Friends & Relatives? (a) Yes (b) No

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17. Any suggestion ................................................................................................................................................ ................................................................................................................................................................... .........

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