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“ A COMPARATIVE STUDY ON CUSTOMER SATISFACTIONLEVEL

OF

AIRTEL & OTHER OPERATORS ”

A SUMMER TRAINING PROJECT REPORTSubmitted in partial ful llment of the

Requirement for the award of the degree

of

MASTER OF BUSINESS

ADMININSTRATION

in

MARKETING AND

HUMAN RESOURCE

MBA - (2012-14)

UTTAR PRADESH TECHNICAL UNIVERSITY,LUCKNOW

Submitted By:

RAJESH BABU



M.B.A., 3 rd Semester

Roll No. - 1259570041

SRAJAN INSTITUTE OF MANAGEMENT& TECHNO OG!"

BAREI !

PREFACE

The preparation of this report provides you great pleasure in releasing

our work and market experience in few pages which shows over all

result and experienced knowledge and the practical approach about the

style of a professional and think which we found various effecting to

our marketing and product image.

The research termed as “A COMPARATIVE STUDY ON

CUSTOMER SATISFECTION LEVEL OF AIRTEL AND OTHER

OPERATORS “ Has made an effort to find out the issues concerning

with the Airtel AND other telecommunication services.



ACKNO# EDGEMENT

I am a management student with foundations of management

principles and theories who is curious about various sectors and its

latest happenings.

!irst of all I am highly obliged to H" #anager $harti Airtel for

allowing me to undertake the %ummer Training and giving a chance to

work with.



I am also highly indebted and express my special Thanks to my

pro&ect guide Mr. ASHISH BALYAN, for his invaluable support'

guidance and knowledge that he shared with me thereby aiding me in

making this pro&ect as successful research.

Definitely I can(t ignore the technology with Internet as the

backbone and those search engines which helped me in building up this

research pro&ect.

)astly I would like to thank the %ra&an college and my parents

for their moral and financial support and my colleagues with whom I

shared my day*to*day experience and received lots off suggestions that

improved my work +uality.

Rajesh Babu

DECLARATION



I RAJESH BABU student of Master Of Busi ess A!"i istrati#

SRAJAN I stitute #f Ma a$e"e t & Te% #'#$() Barei''( hereby

declare that all the facts figures and information in the report are based

on my individual observation and work experience while summer

training pro&ect entitled “A C#"*arati+e Stu!( O Cust#"er

Satisfa%ti# Le+e' Of Airte' A ! Ot er O*ert#rs,

This pro&ect is my original work and it has not been presented earlier in

this manner. This information is purely for academic interest.

Date,,,,,..

-lace,,,,,. -RAJESH BABU.

TABLE OF CONTENTS

1. INTRODUCTION



1.1. TELECOM INDIA

1.2. AIRTEL

1.3. BSNL

1.4. IDEA

2. RESEARCH OBJECTIVE

3. RESEARCH METHODOLO/Y

4. DATA PRESENTATION &ANALYSIS

5. FINDIN/S

6. SU//ESTION

7. LIMITATIONS

8. CONCLUSIONS

9. BIBLIO/RAPHY

10. ANNE0URE

INTRODUCTION



Telec !e I"#$a

I !ia is t e "#st %#"*etiti+e "ar1et i t e 2#r'! a ! 3##" i te'e%#" as

%#"*'ete'( % a $e! t e Te'e i !ustr( s%e e s%e ari# i I !ia4 B#t

te% #'#$ies a+e 3ee 5uite su%%essfu' i i %reasi $ t e "#3i'e usa$e i t e

%#u tr( a ! 2i'' 'i1e'( t# %# ti ue s# i t e ear future4T e "#3i'e i !ustr( #f

I !ia 3e'ie+es t e "ar1et sti'' #ffers '#t #f #**#rtu it( f#r 3#t /SM a !

CDMA te% i5ues 2 i'e t e ser+i%e *r#+i!ers a+e 3ee 'au % i $ +ari#us

*'a s t# %ust#"ers4

Ce''u'ar #*erat#rs are a's# *r#+i!i $ "a ( e6%iti $ features t# i %rease t ere

%ust#"ers 3ase 'i1e e''# tu es) ri $ t# es )""s) /PRS) %a'' f#r2ar!i $ ) %a''

2aiti $ )+#i%e "ai' "isse! %a'' i f#r"ati# s) %a'' %# fere %i $ %# te ts free

#ffers re% ar$e +#u% er !is%#u ts) 'ife ti"e +a'i!it( !#u3'e +#u% er +a'i!it()

fa+#rites u"3ers) ri$ t ta'14 It is sti'' a 3i$ 5uesti# as t# 2 i% #f t# t e

te% #'#$ies 2i'' 'ea! e+e tua''(4

T is 2as 'ess t a fi+e (ears after t e i +e ti# #f t e %#""issi# i $ #f a 78 'i e

"a ua' te'e* # e e6% a $e i 9::; i <#'1ata4 T is 2as 'ess t a fi+e (ears

after t e i +e ti# #f t e te'e* # e 3( A'e6a !er /ra a" Be''4 I !ia a!

a**r#64 :;)888 te'e* # e %# e%ti# s at t e ti"e #f i !e*e !e %e -9=>?. a ! 3(

9=:> t e u"3er #f %# e%ti# s a! s'#2'( rise t# @487 "i''i# 4 I !ia s te'e%#"

et2#r1 2as #t#ri#us'( u re'ia3'e a ! # '( a+ai'a3'e t# a s"a'' se%ti# #f

#use #'!s a'# $ 2it t e %#r*#rate se%t#r4 T e te'e%#" se%t#r 2as a$#+er "e t "# #*#'( u ti' 9==> 2 e 'i3era'i ati# $ra!ua''( t##1 *'a%e4

Ce''u'ar ser+i%e 2as 'au % e! i N#+e"3er 9==7 i <#'1ata4



Hist#r( #f Ce''u'ar Te'e* # ( i I !ia

//0 Telecommunication sector in India liberali1ed to bridge the gap

through government spending 2 to provide additional resources

for the nation(s telecom target. -rivate sector allowed

participating

//3 The telecom industry gets an annual foreign investment "s 04.5

million

//6 )icense for providing cellular mobile services granted by the

government of India for the #etropolitan cites of Delhi

#umbai 7olkata 2 8hennai. 8ellular mobile service to be

duopoly 9i.e. not more than two cellular mobile operators could

be licensed in each telecom circle: under a fixed license fee

regime for 4 years.

//; Telecom "egulatory Authority of India is set up

//< Annual foreign investment in telecom stands at "s ; ;=5.6

million.

/// !DI inflow into telecom sector falls by almost /4> to "s.

0 05.; million

/// Tariff rebalancing exercise gets initiated///9#arch: National Telecom -olicy is announced.

04449?une: !DI inflow drops further down to "s / < million coming



0444 9?anuary: Amendment of T"AI Act.

/SM & CDMA %#"*rasti#

/SM a ! CDMA are t2# !iffere t "#!u'ati# sta !ar!s4 /SM is use!

*ri"ari'( i Eur#*e a ! CDMA i t e US4 /SM uses a s(ste" %a''e! TDMAt# !iffere tiate 3et2ee !iffere t "#3i'e %a''s) TDMA "ea s Ti"e Di+isi#

Mu'ti*'e A%%ess4 CDMA is a "u% "#re %#"*'e6 s(ste" 2 i% uses !i$ita'

%#!es t# !iffere tiate 3et2ee t e !iffere t "#3i'e %a''s4 CDMA sta !s f#r

C#!e Di+is# Mu'ti*'e A%%ess4 M#3i'es !esi$ e! f#r CDMA a ! "#3i'es

!esi$ e! f#r /SM '##1 +er( si"i'ar) e+e t e %# stru%ti# '##1s t e sa"e)

i fa%t "#st "#!er "#3i'es %a #*erate usi $ eit er s(ste" s# t at t e( %a

3e use! ar#u ! t e 2#r'!4

T e 2#r'! #f 2ire'ess %#""u i%ati# as #*e e! u* e2 +istas #f te% #'#$(

a ! a u"3er #f !e!i%ate! atte"*ts t# e a %e t e e6iste t s(ste"s4 Ea%

s(ste" is u i5ue i its a**r#a% a ! t e %#"*etiti# si"*'( 'ies i t e

a%%essi3i'it( a ! fa%i'ities e a3'e!4 T e s* ere #f "#3i'e %#""u i%ati# is

s( # ("#us 2it t e /SM a ! CDMA %#""u i%ati# s(ste"s) 2#r'!2i!e4

T e ser+i%es are #t %# tai e! #r Restri%te! a ! are a%%essi3'e a (2 ere

T# u !ersta ! t e "ai !iffere %e 3et2ee /SM a ! CDMA %#""u i%ati#

s(ste"s) it is esse tia' t# u !ersta ! t at 2 i'e t e f#r"er is a u i+ersa'

%# %e*t) t e 'atter as e"er$e! #ut #f a *r#*rietar( eff#rt4 /SM #r t e /'#3a'

S(ste" f#r M#3i'e %#""u i%ati# is a i ter ati# a' #r$a i ati# esta3'is e!



i 9=:?) t# !e+e'#* a ! e a %e 2ire'ess %#""u i%ati# ) 2#r'!2i!e4 CDMA

#r C#!e Di+isi# Mu'ti*'e A%%ess is re'ati+e'( e2 i t e i !ustr( a ! a !esi$

#f ua'%#"") a %#"*a ( Base! i t e U ite! States Of A"eri%a4

T e CDMA #r C#!e Di+isi# Mu'ti*'e A%%ess 2as i itiate! as a a'ter ati+e t#

/SM #r t e /'#3a' S(ste" f#r M#3i'e %#""u i%ati# 4 T e !iffere %e 'ies i

t e s*ee! "a!e a+ai'a3'e f#r !ata tra sfer) 2 i% is tra!iti# a''( %# si!ere!

faster 2it CDMA4 Ne+ert e'ess) ust as !i+erse as t e s%#*e #f 2ire'ess "#3i'e

%#""u i%ati# is) s# is t e s%#*e f#r 3#t t ese i !ustr( $ia ts t# #ut!# # e

a #t er i 4 t e $'#3a' "ar1et4

M$bi%e Net $'( St)ti*ti+*

I !ia s Lar$est Ce''u'ar O*erat#rs as at Ja @9 ;88:

O*erat#r Su3s%ri3er

-"i' 'i# s.

$harti Airtel =;.6

http://www.bhartiteleventures.com/

http://www.bhartiteleventures.com/



"eliance Infocomm )td. 60.5

@odafone ssar 6 .

$harat %anchar Nigam )td. 33.;

Tata Teleservices )td. 00.=

Idea 8ellular )td. 00.4

<e( P'a(ers i t e I !ia Te'e%#" I !ustr(

Bhara%$ &r u'

It is t e 'ar$est i te$rate! *ri+ate se%t#r te'e%#""u i%ati# s ser+i%e *r#+i!er

i I !ia t#!a( a ! as a *rese %e #+er t e e tire %#u tr(4 It 2as t e first

*ri+ate se%t#r %#"*a ( t# #ffer 3asi% ser+i%es) ati# a' a ! i ter ati# a' '# $

!ista %e te'e* # ( i I !ia4 It starte! #fferi $ its ser+i%es i t e "i! =8 s4

Hu%ch$s " &r u'

It is I !ia s t ir! 'ar$est /SM #*erat#r a ! is *art #f t e 77 3i''i# H# $

<# $ 3ase! Hut% is# G a"*#a /r#u*4 It i itia''( 3e$a #*erati# s i # e

http://www.relianceinfo.com/

http://www.hutch.co.in/

http://www.bsnl.co.in/

http://www.tataindicom.com/

http://www.ideacellular.com/

http://www.relianceinfo.com/

http://www.hutch.co.in/

http://www.bsnl.co.in/

http://www.tataindicom.com/

http://www.ideacellular.com/



%ir%'e) Mu"3ai) a ! as $ra!ua''( e6*a !e! a%r#ss t e %#u tr( t# %#+er

te'e%#" %ir%'es t r#u$ #ut I !ia .

Rel$a"ce I"( c !! L%#

It is *r#"#te! 3( Re'ia %e I !ustries Li"ite! a ! #ffers "#3i'e te'e* # (

ser+i%es # t e CDMA *'atf#r" # a ati# 2i!e #*ti%a' fi3re %a3'e et2#r1

%a*a3'e #f su**#rti $ 3r#a!3a ! ser+i%es4 Its strate$( as 3ee t# a%5uire a

'ar$e su3s%ri3er 3ase # t e 3a%1 #f '#2 tariffs a ! t e *r#"#te %a''s 2it i

its et2#r1 t# e a3'e (et '#2er tariffs f#r its su3s%ri3ers4

Ta%a Teleser)$ces L%# .

O2 e! 3( t e Tata /r#u*) it *r#+i!es 3asi% a ! 2ire'ess ser+i%es # t e

CDMA *'atf#r"4 As %#"*are! t# its *eers) t e %#"*a ( as #t 3ee

a$$ressi+e i e6*a !i $ i t e 2ire'ess s*a%e4

Bhara% Sa"char N$*a! L%#.

BSNL is a *u3'i% se%t#r #r$a isati# ) 2 #''( #2 e! 3( De*art"e t #f

Te'e%#""u i%ati# -D#T.4 It is I !ia s *ri %i*a' *r#+i!er #f '#%a' a !!#"esti% '# $ !ista %e te'e* # (4 It #ffers 3asi% ser+i%es ati# 2i!e) e6%e*t

f#r Mu"3ai a ! De' i) 2 ere MTNL is t e state ru te'e* # ( ser+i%e

*r#+i!er4 O t e 3a%1 #f its esta3'is e! a ! 2e'' s*rea! i frastru%ture #f

te'e* # e e6% a $es) it as 3ee a3'e t# r#'' #ut its et2#r1 at a ra*i!

*a%e4 fa%t#rs 2ere !e%i!e! # t e 3asis #f i !e*t i ter+ie2s4 T e %# stitue t

attri3utes #f t e t ree fa%t#rs are as f#''#2s

Fac% r A%%r$bu%es C !'r$s$"* %he Fac% r

Call Char*es

SMS Ra%es

Tal+ T$!e



Ec " !

R a!$"* Char*es

Ne%- r+ C )era*e$ce /Tra"s!$ss$ "0 Clar$%

T$!el SMS Del$)er

Per( r!a"ce

Cus% !er Care

Free Nu!ber 1 SMS O((ers

R$"*2% "es 3 D -"l a#s

Ne-s 1 S' r%s U'#a%es

alue A##e# Ser)$ces

H r sc 'e a"# O%her Ser)$ces

As a #ut%#"e #f t is i itia' stu!() t ree "ai fa%t#rs 2ere #3tai e! t at

are use! 3( stu!e ts f#r f#r"i $ a #*i i# a3#ut a "#3i'e ser+i%e *r#+i!er4

T ese are

94 E%# #"(

;4 Perf#r"a %e

@4 Va'ue A!!e! Ser+i%es

I a'') a t#ta' #f f#ur f#%us $r#u* !is%ussi# s) 2it si6 stu!e ts ea% ) a !

t irt( i !e*t i ter+ie2s 2ere %# !u%te! i t is * ase4 Su3se5ue t t# t is

* ase) a sur+e( #f stu!e ts 2as %arrie! #ut !uri $ t e C# %'usi+e Stu!(

P ase) 2 erei t e i"*#rta %e #f t e !iffere t *ara"eters a ! t eir

%# stitue ts 2as as%ertai e!4



C "clus$)e S%u# Phase

I t is * ase) a 5uesti# aire 2as !esi$ e! usi $ t e *re'i"i ar( !ata

%#''e%te! fr#" t e E6*'#rat#r( P ase -APPENDI0 A.4 T e 5uesti# aire 2as

a!"i istere! t# res*# !e ts) 2 # 2ere $ra!uate a ! *#st $ra!uate stu!e ts

fr#" !iffere t

Va'ue a!!e! ser+i%es

Va'ue a!!e! ser+i%es -VAS. are u 'i1e %#re ser+i%es4 T e( a+e u i5ue% ara%teristi%s a ! t e( re'ate t# #t er ser+i%es i a %#"*'ete'( !iffere t 2a(4T e( a's# *r#+i!e 3e efits t at %#re ser+i%es %a #t4

,)%ue-)dded Se'.i+eC/)')+te'i*ti+*A'' VAS s are t e sa"e % ara%teristi%s :

1. N#t a f#r" #f 3asi% ser+i%e 3ut rat er a!!s +a'ue t#ta' ser+i%e #fferi $

2. Sta !s a'# e i ter"s #f *r#fita3i'it( a !K#r sti"u'ates i %re"e ta'!e"a ! f#r %#re ser+i%e-s.

3. Ca s#"eti"es sta ! a'# e #*erati# a''(

4. D#es #t %a i3a'i e 3asi% ser+i%e u 'ess %'ear'( fa+#ra3'e

5. Ca 3e a a!! # t# 3asi% ser+i%e) a ! as su% ) "a( 3e s#'! at a*re"iu" *ri%e

6. Ma( *r#+i!e #*erati# a' a !K#r a!"i istrati+e s( er$( 3et2ee #ra"# $ #t er ser+i%es #t "ere'( f#r !i+ersifi%ati#

E+er( VAS 2i'' !e"# strate # e #r "#re #f t e a3#+e % ara%teristi%s4Furt er"#re) a +a'ue a!!e! ser+i%e 2i'' e+er sta ! i star1 %# trast t# a (#f t e a3#+e % ara%teristi%s4

VAS a's# a+e a %ertai ti"e !i"e si# ass#%iate! 2it t e"4 Su3 e%ti+e'(s*ea1i $) a +a'ue a!!e! ser+i%e t#!a( 3e%#"es a 3asi% ser+i%e 2 e it3e%#"es suffi%ie t'( %#""# *'a%e a ! 2i!e'( !e*'#(e! t# # '# $er *r#+i!esu3sta ti+e !iffere tiati# # a re'ati+e 3asis4



COMPANY PROFILE

BHARTI AIRTEL LIMITED

B arti Airte' Li"ite!) a *art #f B arti E ter*rises is I !ia s 'ea!i $ *r#+i!er

#f te'e%#""u i%ati# s ser+i%es4 B arti Te'e%#" Li"ite! is t e *r#"#ter

%#"*a ( #f B arti Airte' Li"ite!4Su i' B arti Mitta' is t e C air"a a !

Ma a$i $ Dire%t#r #f B arti Airte' Li"ite! -“B arti,.) I !ia s 'ar$est *ri+ate

i te$rate! te'e%#" *'a(er si %e O%t#3er ;8894 He is t e 3#ar! !ire%t#r si %e

Ju'( 9==74 B arti Airte' Li"ite! 2as esta3'is e! # Ju'() 8?) 9==7 as a Pri+ate

C#"*a ( Li"ite!4 Su i' Mitta' 2as # e #f t e first e tre*re eurs t# i!e tif(

t e "#3i'e te'e%#" 3usi ess as a "a #r $r#2t area a ! 'au % e! ser+i%es i

t e %it( #f De' i a ! t e Nati# a' Ca*ita' Re$i# i t e (ear 9==74

S#"e #f t e Feat ers i t e %a* #f Mr4 Su i' B arti Mitta' are

“Best Asia Te'e%#" CEO,) Te'e%#" Asia A2ar!s ;887

“Best CEO) I !ia,) I stituti# a' I +est#r) ;887

“Busi ess Lea!er Of T e Year,) E%# #"i% Ti"es) ;887

“Er st & Y#u $ E tre*re eur Of T e Year ;88>,) Er st & Y#u $



He is a's# t e B#ar! Me"3er #f t e /'#3a' /SM Ass#%iati# 4

Su i' is a a'u" us #f Pu a3 U i+ersit( a ! as %#"*'ete! t e

O2 erKPresi!e t Ma a$e"e t Pr#$ra", fr#" Har+ar! Busi ess S% ##'4

C#r*#rate /#+er a %e

B arti Airte' Li"ite! fir"'( 3e'ie+es i t e *ri %i*'es #f C#r*#rate

/#+er a %e a ! is %#""itte! t# %# !u%t its 3usi ess i a "a er) 2 i% 2i''

e sure sustai a3'e) %a*ita' effi%ie t a ! '# $ ter" $r#2t t ere3( "a6i"isi $

+a'ue f#r its s are #'!ers) %ust#"ers) e"*'#(ees a ! s#%iet( at 'ar$e4

C#"*a ( s *#'i%ies are i 'i e 2it C#r*#rate /#+er a %e $ui!e'i es

*res%ri3e! u !er Listi $ A$ree"e tKs 2it St#%1 E6% a $es a ! t e

C#"*a ( e sures t at +ari#us !is%'#sures re5uire"e ts are %#"*'ie! i

'etter a ! s*irit f#r effe%ti+e C#r*#rate /#+er a %e4

Duri $ t e fi a %ia' (ear ;88@ 8>) (#ur C#"*a ( 2as assi$ e! i$ est

/#+er a %e a ! Va'ue Creati# -/VC. rati $ +i 4 Le+e' 9 rati $ 3( CRISIL)

2 i% i !i%ates t at t e %#"*a ( s %a*a3i'it( 2it res*e%t t# %reati $ 2ea't

f#r a'' its sta1e #'!ers is t e i$ est) 2 i'e a!#*ti $ s#u ! C#r*#rate/#+er a %e *ra%ti%es4T is rati $ 2as re affir"e! 3( CRISIL # A*ri'

;8);88 4

Visi#



B( ;898 Airte' 2i'' 3e t e "#st a!"ire! 3ra ! i I !ia

L#+e! 3( "#re %ust#"ers

Tar$ete! 3( t#* ta'e t

Be % "ar1e! 3( "#re 3usi ess



Airtel & Visual Identity

F#r a 3ra ! t# 3e su%%essfu') it "ust 3ui'! e !uri $ re'ati# s i*s 2it its

!iffere t au!ie %es4 I te$ra' t# t is re'ati# s i* is t e +isua' i"a$e #f t e

3ra ! t e %# su"er %arries i isK er "i !4 T e Airte' 3ra ! i"a$e is %reate!

t r#u$ t e %# siste t a**'i%ati# #f a %arefu''( !e+e'#*e! +isua' i!e tit()

2 i% e'*s Airte' !isti $uis itse'f i a %'uttere! "ar1et4 Airte' s +isua'

i!e tit( e'*s %reate i sta t 3ra ! re%a'' a ! stre $t e s t e re'ati# s i*s

t at its au!ie %es a+e 2it it4

T e Airte' +isua' i!e tit( as !iffere t e'e"e ts t at 2#r1 t#$et er t# %reate a

str# $ a ! %# siste t i!e tit( f#r t e 3ra !4 T e "#st i"*#rta t #f t ese are

T/e Ai'te% $0$

The Airtel logo is a strong contemporary and confident symbol for a

brand that is always ahead of the rest. It is a specially drawn wordmark .



T/e Ai'te% Im)0e *ty%e

It i %#r*#rates t2# s#'i!) re! re%ta $u'ar f#r"s 2 #se %#u terf#r" %reates a

#*e !##r2a(4

The Airtel Typographical style

T e tit'e %ase 'etteri $ 2it its %a*ita' A 2as !e'i3erate'( % #se t# rei f#r%e

t e 3ra ! s 'ea!ers i* *#siti# 4 T e re! !#t # t e 'etterf#r" I %ues Airte' s

f#%us # i #+ati# 44 T e 2#r!s E6*ress Y#urse'f are +er( "u% *art #f t e3ra ! i!e tit(4

The Airtel Colour Palette

T e 'etteri $ is $re( s# t at t e *ure 3'a%1 #f Airte' is +isua''( u ar"e!4

Airtel utlets



Recharge cards

MRP (Rs) Talktime (Rs) alidit! ("a!s) Processi#g $ee (Rs) %er&iceTa' (Rs)

10 7.90 0 1.00 1.10

20 16.80 0 1.00 2.20

55 46.95 0 2.00 6.05

75 64.75 0 2.00 8.25

99 10.01 0 78.10 10.89

110 94.90 0 .00 12.10

175 5.00 90 120.75 19.25

199 46.54 60 1 0.57 21.892 0 84.70 90 120.00 25. 0

40 92.60 180 210.00 7.40

50 10.00 65 01.50 8.50

421 199.00 210 175.69 46. 1

499 10.06 L!"#T!$# 4 4.05 54.89

500 145.00 180 00.00 55.00

501 445.89 0 0.00 55.11

660 107.40 65 480.00 72.60

1000 410.00 65 480.00 110.00

1001 890.89 0 0.00 110.11

1 25 699.25 65 480.00 145.75

1500 1500.00 0 0.00 0.00

2000 1059.99 7 0 720.00 220.01

00 2216.99 7 0 720.00 6 .01



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%er&ices

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http://www.airtel.in/wps/wcm/connect/airtel.in/Airtel.In/Home/ForYou/Mobile/Prepaid/Services/#third

http://www.airtel.in/wps/wcm/connect/airtel.in/Airtel.In/Home/ForYou/Mobile/Prepaid/Services/#third



1ROFI E

$HA"AT %AN8HA" NIBA# )I#IT D

B arat Sa % ar Ni$a" Lt!4 f#r"e! i O%t#3er) ;888) is G#r'! s ?t 'ar$estTe'e%#""u i%ati# s C#"*a ( *r#+i!i $ %#"*re e si+e ra $e #f te'e%#"ser+i%es i I !ia Gire 'i e) CDMA "#3i'e) /SM M#3i'e) I ter et)Br#a!3a !) Carrier ser+i%e) MPLS VPN) VSAT) VOIP ser+i%es) IN Ser+i%eset%4 Git i a s*a #f fi+e (ears it as 3e%#"e # e #f t e 'ar$est *u3'i% se%t#ru its i I !ia4

BSNL as i sta''e! ua'it( Te'e%#" Net2#r1 i t e %#u tr( a ! #2 f#%usi $# i"*r#+i $ it) e6*a !i $ t e et2#r1) i tr#!u%i $ e2 te'e%#" ser+i%es2it ICT a**'i%ati# s i +i''a$es a ! 2i i $ %ust#"er s %# fi!e %e4 T#!a() it

as a3#ut >?4@ "i''i# 'i e 3asi% te'e* # e %a*a%it() > "i''i# GLL %a*a%it();849 Mi''i# /SM Ca*a%it() "#re t a @?@:; fi6e! e6% a $es) 9:888 BTS) ;:?Sate''ite Stati# s) >:89= R1" #f OFC Ca3'e) @?@8 R1" #f Mi%r#2a+eNet2#r1 %# e%ti $ 8; Distri%ts) ?@@8 %itiesKt#2 s a ! 747 La1 s +i''a$es4

BSNL is u"er# u # #*erat#r #f I !ia i a'' ser+i%es i its 'i%e se area4 T e%#"*a ( #ffers +i!e ra $i $ & "#st tra s*are t tariff s% e"es !esi$ e! t#

suite e+er( %ust#"er4BSNL %e''u'ar ser+i%e) Ce''O e) as "#re t a 9?4: "i''i# %e''u'ar %ust#"ers)$ar eri $ ;> *er%e t #f a'' "#3i'e users as its su3s%ri3ers4 T at "ea s t ata'"#st e+er( f#urt "#3i'e user i t e %#u tr( as a BSNL %# e%ti# 4 I3asi% ser+i%es) BSNL is "i'es a ea! #f its ri+a's) 2it @749 "i''i# Basi% P # esu3s%ri3ers i4e4 :7 *er %e t s are #f t e su3s%ri3er 3ase a ! =; *er%e t s arei re+e ue ter"s4



BSNL as set u* a 2#r'! %'ass "u'ti $i$a3it) "u'ti *r#t#%#' %# +er$e t IPi frastru%ture t at *r#+i!es %# +er$e t ser+i%es 'i1e +#i%e) !ata a ! +i!e#

t r#u$ t e sa"e Ba%13# e a ! Br#a!3a ! A%%ess Net2#r14 At *rese t t ereare 84 "i''i# DataO e 3r#a!3a ! %ust#"ers4

T e %#"*a ( as +ast e6*erie %e i P'a i $) I sta''ati# ) et2#r1 i te$rati# a ! Mai te a %e #f S2it% i $ & Tra s"issi# Net2#r1s a ! a's#

as a 2#r'! %'ass ISO =888 %ertifie! Te'e%#" Trai i $ I stitute4

S%a'i $ e2 ei$ ts #f su%%ess) t e *rese t tur #+er #f BSNL is "#re t aRs4@79):;8 "i''i# -US : 3i''i# . 2it et *r#fit t# t e tu e #f Rs4==)@=8"i''i# -US ;4; 3i''i# . f#r 'ast fi a %ia' (ear4 T e i frastru%ture asset #te'e* # e a'# e is 2#rt a3#ut Rs4 @8)888 "i''i# -US 9>4@? 3i''i# .4

BSNL *'a s t# e6*a ! its %ust#"er 3ase fr#" *rese t >? "i''i# s 'i es t# 9;7"i''i# 'i es 3( De%e"3er ;88? a ! i frastru%ture i +est"e t *'a t# t e tu e#f Rs4 ?@@ %r#res -US 9 4 ? "i''i# . i t e e6t t ree (ears4

T e tur #+er) ati# 2i!e %#+era$e) rea% ) %#"*re e si+e ra $e #f te'e%#"ser+i%es a ! t e !esire t# e6%e' as "a!e BSNL t e N#4 9 Te'e%#" C#"*a ( #f I !ia4

VISION

T# 3e%#"e t e 'ar$est te'e%#" Ser+i%e Pr#+i!er i Asia4

MISSION

i. T# *r#+i!e 2#r'! %'ass State #f art te% #'#$( te'e%#" ser+i%es t# its%ust#"ers # !e"a ! at %#"*etiti+e *ri%es4

ii. T# Pr#+i!e 2#r'! %'ass te'e%#" i frastru%ture i its area #f #*erati#a ! t# %# tri3ute t# t e $r#2t #f t e %#u tr( s e%# #"(4



OBJECTIVE

• T# 3e t e Lea! Te'e%#" Ser+i%es Pr#+i!er4

• T# *r#+i!e 5ua'it( a ! re'ia3'e fi6e! te'e%#" ser+i%e t# #ur %ust#"er

a ! t ere 3( i %rease %ust#"er s %# fi!e %e4

• T# *r#+i!e "#3i'e te'e* # e ser+i%e #f i$ 5ua'it( a ! 3e%#"e #4 9/SM #*erat#r i its area #f #*erati# 4

• T# *r#+i!e *#i t #f i ter%# e%ti# t# #t er ser+i%e *r#+i!er as *ert eir re5uire"e t *r#"*t'(4

• T# fa%i'itate R & D a%ti+it( i t e %#u tr(4

• C# tri3ute t#2ar!s

i. Nati# a' P'a Tar$et #f 788 "i''i# su3s%ri3er 3ase f#r I !ia 3(;8984

ii. Br#a!3a ! %ust#"ers 3ase #f ;8 "i''i# i I !ia 3( ;898 as *erBr#a!3a ! P#'i%( ;88>4

iii. Pr#+i!i $ te'e* # e %# e%ti# i +i''a$es as *er $#+er "e t*#'i%(4

iv. I"*'e"e tati# #f Tri*'e *'a( as a re$u'ar %#""er%ia' *r#*#siti# 4



BSNL M#3i'e PREPAIDBSNL M#3i'e *re*ai! ser+i%e #ffers (#u a #st #f +a'ue a!!e! ser+i%es a !u "at% e! features #t f#u ! i a ( #t er Ce''u'ar ser+i%e4 A'' I !ia r#a"i $fa%i'it( is a's# a+ai'a3'e # BSNL "#3i'e *re*ai! ser+i%e4I itia' a%ti+ati# % ar$es f#r Pre*ai! M#3i'e is # '( Rs4 ;88K a ! free ta'1 +a'ue #f Rs4 78K is $i+e t# a'' su3s%ri3ers4

BSNL M#3i'e Pre *ai! %ar!s are a+ai'a3'e i t e !e #"i ati# s #f Rs4 ?8)978)@88) Rs4 788) Rs4 9888 a ! Rs4 ;888 +a'i!it( *eri#! #f 2 i% are ?)97) @8) >7)9;8 a ! 9:8 !a(s res*e%ti+e'( .

Initial Charges on ta!ing the connection

"eneral #aralAnant

#uper neIndia

a. Initial SIM value/activation charges(inclusive of service tax @12.36%)

Rs. 112 Rs. !" Rs. 112

#. $ree tal value on initiali&ing the SIM Rs. 3' Rs. 6" Rs. 3'

c. ther charges I* I* I*

+et 2'' SMS (,ithin *S-) free on ever ne, connection ( ost0ai or re0ai )

+et a fanc (vanit ) nu #er of our choice on lo,er rates ( ost0ai or re0ai )

2$ Call Charges A$ Intra circle calls % s$'(in)

"eneral#aralAnant

#uper ne India

ulse rate (Secon )6' 6' 6'

(i) o +SM ,n et,or'.!' 1.'' '."'

ther et,or'.!' 1.'' '.4'

(ii) o $ixe /5** ,n et,or'.!' 1.'' '."'

ther et,or '.!' 1.'' '.4'

(iii) Reduced call c ar!esto a"# t$o BSN% "um&ers'o"e%a"dl("e "um&er (s ma"dator#)

,n et,or'.2' '."' '.2'

*$ Inter Circle Calls% s$'(in)



"eneral#aralAnant

#uper ne India


o +SM /5** /$ixe line ,n et,or1.2' 1."' 1.''

ther et,or1."' 1."' 1.''

Reduced call c ar!es to a"#o"e BSN% *(+ed %% "um&er '"ote)

,n et,or '.6' 1.'' '.6'

C$ International Calls %I#+) % s$'(in)

"eneral#aralAnant

#uper ne India


(i) S-7 8- -9-7 : ; Sri *an a <.2' <.2 <.2'

(ii) e0al !.'' !.'' !.''

(iii) =uro0e ( ther than :)7 Singa0ore7 hailan 7Mala sia7 In onesia7 >ong ong7 :u,ait7 ?ahrain7 -=7

an an atar

!.6' !.6 !.6'

(iv) Rest of the ,orl12.'' 12.'' 12.''

+$ ,ational oa-ing Charges % s$'(in)

"eneral#aralAnant

#uper ne India


Roa ing su#scri0tion (,aive off ,.e.f. 1" fe# 2''<)' ' '

utgoing calls ,ithin visite *S- (*ocal)1.'' 1.'' 1.''

utgoing calls #e on visite *S- (S 9)1."' 1."' 1."'

Inco ing calls1.'' 1.'' 1.''

IS9 8alls -s entione a#ove in 0oint 8

.$ #(# Charges % s$ per #(#)

"eneral#aralAnant

#uper ne India

*ocal'.4' 1.'' '.6'

ational1.2' 2.'' 1.''



International".'' ".'' ".''

9eliver Re0ort'.1' '.1' '.1'

Misse call alerts$ree $ree $ree

SMS ,hile Roa ing ( ational)1.'' 2.'' 1.''

Inco ing SMS$ree $ree $ree

on A 2 SMS 2.'' 2.'' 2.''

re iu non A 2 SMS -s eter ine # the content 0rovi er

4$ "P # #er/ice

"eneral#aralAnant

#uper ne India

-ctivation charges'.'' '.'' '.''

Bolu e #ase usage charges 0er :? in Rs.'.'2 '.'2 '.'2

Monthl su#scri0tion'.'' '.'' '.''

5$ ((# #er/ice

"eneral#aralAnant

#uper ne India

*ocal/ ational 2 (Rate 0er MMS in Rs.)3.'' ".'' 3.''

International (Rate 0er MMS in Rs.)4.'' 4.'' 4.''

M2 (9o,nloa er to 0a ) -s eter ine # the content 0rovi er

$ (iscellaneous

"eneral#aralAnant

#uper ne India

Boice ail facilitRecor ing $ree

Retrieval /+ 8harges

8*I$ree

8all for,ar ing ( nl ,ithin sa e *S-) in Rs. or al call charges

SIM re0lace ent in Rs.1''

Re0lace ent of efective SIM (?S * fault)'.''



7$ Card Values /alidity etc % or su3se uent recharge)

C6A " C P ,# (Validity vouchers for Rs. 150 revised, Rs. 250 and Rs. 350 are introduced w.e.f.15.03.2008) (Recharge Vouchers for su er !ne "ndia lan)

8ar Balue(Rs)

"' <' 1'' 1"' 2'' 2"' 299 3'' 3"' "'' 1''' 2''' 2"'' 3''' "'

rocessing fee 2" ' <' 1'' <' 1!' 249 ' 24' ' 1'' ' ' '

Service tax C= u [email protected]%

6 ! 12 1! 2" 31 .7 3< 3 62 12 2 < 3'! 3<1 6

Sale Balue(Rs)

"6 <! 112 16! 22" 241 .. 33< 3!3 "62 112 22 < 24'! 33<1 "6

al value (Rs) 2" 3' 3' "' 13' 6' 50 3'' <' "'' !'' 2 '' 2"'' 3''' 6<

Bali it ( a s) 1' 1" 3' !' 3' 14' .0 3' 36" "' 12' 14' 3'' 36"

+race 0erio( a s)

< < < < < < 7 < < < < < < <

- itional+race eriofor SIM onl

( a s)

3' 3' 3' 3' 3' 3' .0 3' 3' 3' 3' 3' 3' 3' 3

$inancial i 0lication as 0er R-I gui elines D raffic 0attern has #een ta en as 0er R-I gui elineD

828 *ocal A "!%7 82$ *ocal A 2'%7 828 S 9 A 1 %7 82$ S 9 A <%

-00ro.inutes of use

availa#le oneach rechargecou0onE

24 33 33 "6 1 6< 81 333 <4 ""6 1''' 266< 2<<4 3333 <

T P P C P ,#

8ar Balue (Rs) 1' 2' "' 1'' 2'' "''

rocessing fee 2 2 ' ' ' '

Service tax C = u 8ess @12.36% 1.2 2. < 6.14 12.36 2 .<2 61.4'

Sale Balue (Rs) 11 22 "6 112 22" "62

al value (Rs) 4 14 "' 1'' 2'' "''

Bali it ( a s) ' ' ' ' ' '

-00ro. inutes of use availa#le oneach o0 u0 cou0onE

! 2' "6 111 222 ""6



B)*i+ 1'i+e i2 R*3 Processing ee in s$

1' to ! 2

"' an a#ove '

N#te

A. Va'i!it( starts fr#" t e !ate #f 'atest re% ar$e4

B. I %ase #f A a t) t e Life Ti"e Va'i!it( "ea s t e Li%e se Peri#! #f t e O*erat#r4 T e Li%e se Peri#! f#r Ce''u'ar Ser+i%es #f BSNL is ;8

(ears 24 e4 f4 ;=48;4;8884 H#2e+er) t e Li%e se is u !erst##! t# 3ere e2a3'e furt er # its e6*ir( 3( De*tt #f Te'e%#") /#+t4 #f I !ia4

C. Duri $ t e $ra%e *eri#!) # OK/ %a''s s a'' 3e a''#2e! e6%e*te"er$e %( -t#'' free. & IVR %a''s4 H#2e+er IKC s #u'! 3e free!uri $ $ra%e *eri#!4

D. T e u uti'i e! 3a'a %e a"#u t #f t e *re+i#us %ar! %a 3e %arrie!f#r2ar! i %ase #f re e2a' 2it i t e $ra%e *eri#!) #t er 2ise its a'' 'a*se4

E.T e SIM u"3er %a 3e re a%ti+ate! 2it a!!iti# a' *eri#! #f @8!a(s e+e 3e(# ! t e $ra%e *eri#! #f ? !a(s f#r a'' Car! +a'ues 4

H#2e+er) i su% %ase) t e %re!it 3a'a %e 2i'' 'a*se 3ut t esu3s%ri3er 2i'' #t a+e t# *a( a%ti+ati# % ar$es4

F. Free ta'1 +a'ue # i itiati $ t e SIM is $i+e t# a'' su3s%ri3ers4 T is+a'ue %arries t e +a'i!it( #f ? !a(s a ! usua' $ra%e #f ? !a(s ea%a ! a!!iti# a' $ra%e *eri#! #f @8 !a(s4

G. A #*ti# a' fa%i'it( at re!u%e! STD rate # %a''s "a!e t# # e BSNLFi6e!KGLL u"3er QRs4 84 8KMi -Rs4 9488 f#r Sara' A a t. as3ee i tr#!u%e!4 A %ust#"er %a eit er % ##se t2# BSNL-Fi6e!KGLLKCe''u'ar. u"3ers f#r i tra %ir%'e %a''s Q Rs4 84;8KMi-Rs4 8478 f#r Sara' A a t. #r % ##se # e BSNL Fi6e!KGLLKCe''u'ar

u"3er f#r i tra %ir%'e %a'' a ! # e BSNL Fi6e!KGLL u"3er f#ri ter %ir%'e %a'' a ( 2 ere i I !ia4

H. Git F'e6i T#* u* a ! C T#* u*) %ust#"ers a+e free!#" t# % ##sea ( !e #"i ati# ) a ( ti"e a ! at a ( 2 ere4 T e t#* u*!e #"i ati# ra $es fr#" as '#2 as Rs4 98 u* t# Rs4 98)8884 Basi%*ri%e #f t ese t#* u*s MRP Ser+i%e Ta64

http://www.bsnl.co.in/service/tariff_excel_pre.htm#flexi

http://www.bsnl.co.in/service/tariff_excel_pre.htm#flexi



Mi i"u" re% ar$e %# !iti# F#r e6te si# #f +a'i!it( *eri#! A a tsu3s%ri3ers are re5uire! t# $et t eir SIM re% ar$e! i e+er( si6 M# t s2it t e f#''#2i $ T#* u* +#u% ers) fai'i $ 2 i% t e SIM 2i'' 3e

!ea%ti+ate!4O'D A a t Rs4 78K9:8 !a(s

Ne2 A a t Rs4 ;88K9:8 !a(s

Sara' A a t Rs4 ;88K9:8 !a(s

T e +a'i!it( 2i'' 3e e6te !e! u*t# 9:8 !a(s fr#" t e !ate #f re% ar$e4



BSNL MOBILE POSTPAID

BSNL M#3i'e #ffers (#u a #st #f +a'ue a!!e! ser+i%es a !u "at% e! features #t f#u ! i a ( #t er Ce''u'ar ser+i%e

As a *r#u! su3s%ri3er #f BSNL M#3i'e ser+i%e (#u 2i'' sta( it#u% 2it (#ur ears a ! !ears a ( 2 ere i I !ia 3e%ause BSNLM#3i'e is t e # '( Ce''u'ar ser+i%e 2 i% is a+ai'a3'e i a'' "a #r%ities a ! %#+ers a'' "a #r i$ 2a(s4 BSNL M#3i'e $i+es (#u a''I !ia r#a"i $ fa%i'it( -i %'u!i $ De' i a ! Mu"3ai. a !I ter ati# a' r#a"i $ fa%i'it( t# "#re t a @88 et2#r1s a%r#sst e 2#r'!4

As a BSNL M#3i'e su3s%ri3er (#u 2i'' e #( 3e efits 'i1e

N# se%urit( De*#sit if (#u are a e6isti $ BSNL su3s%ri3er

N# se%urit( !e*#sit #r "# t '( re ta' f#r ati# a' r#a"i $fa%i'it( i P'a @;7 & 7;7

V#i%e Mai' re%#r!i $ a ! re%ei+i $ fa%i'it( free4

CLIP free

Ca'' 2aiti $ a ! Ca'' #'!i $ fa%i'it( free

Misse! %a'' a'erts 3( s"s free #f %#st



Particulars Plan:99 Plan:198#(# Po;er

Plan:225

Plan:299ne India

Plan:.25

Plan:490

Plan:525

Plan:550 Plan:725

Pla99

1$ Initial one ti-e pay-ent in s$

a. Registrationa ount

"'' "'' "'' "'' "'' "'' "'' "'' "'' "'

#. -ctivation8harges

1'' 1'' 1'' 1'' 1'' 1'' 1'' 1'' 1'' 1'

2$ #ecurity +eposit in s$

a. *ocal "'' "'' "'' "'' "'' "'' "'' "'' "'' "'

#. *ocalCS 9 1''' 1''' 1''' 1''' 1''' 1''' 1''' 1''' 1''' 1'

c. *ocalCS 9CIS9 2''' 2''' 2''' 2''' 2''' 2''' 2''' 2''' 2''' 2'

. *ocalCS 9CIS9CInternationalroa ing

"''' "''' "''' "''' "''' "''' "''' "''' "''' "'

.$ i<ed (onthlyCharges in s$

99 198 225 299 .25 490 525 550 725 99

4$ ree calls'-onth %=orth

s$)

0 0 0 0 125 0 .00 0 0 70

Particulars Plan:99 Plan:198#(#Po;er

Plan:225

Plan:299neIndia

Plan:.25

Plan:490

Plan:525

Plan:550 Plan:725

Pla99

5$ Call Charges'(in in s$

$ Pulse rate % orintra'inter circlecalls)

0 0 0 0 15 0 15 0 0 1

A$ Intra circle calls % s$'(in) %>ocal Calls)

(i) o +SM( ,n net,or )

1.'' 1.'' '.6' '. ' '."' '. ' '. ' '. ' '.'' '.6

(ii) o +SM ( thersnet,or )

1.'' 1.'' '.!' '.6' '.4' '.6' '. ' '.6' '. ' 1.'

(iii) o $ixe /5**( ,n net,or )

1.'' 1.'' '.!' '.6' '."' '.6' '."' '.6' '. ' '.6



(iv) o $ixe /5**( ther net,or )

1.'' 1.'' '.!' '.6' '.4' '.6' '.4' '.6' '. ' 1.'

Reduced call

c ar!es to a"# t$oBSN% "um&ers'o"e%a"dl("e "um&er (sma"dator#)

'.2' '.2' '.2' '.2' '.2' '.2' '.2' '.2' '.2' '.2

*$ Inter Circle Calls% s$'(in) %#T+ Calls)

(i) +SM( ,n net,or )

1.2' 1.2' 1.2' 1.'' 1.'' 1.'' 1.'' 1.'' '. ' 1.'

(ii) o +SM( ther net,or )

1. ' 1. ' 1.2' 1.'' 1.2' 1.'' 1.'' 1.'' 1.'' 1.'

(iii) o $ixe /5**

( ,n net,or )

1.2' 1.2' 1.2' 1.'' 1.'' 1.'' 1.'' 1.'' '. ' 1.'

(iv) o $ixe /5**( ther net,or )

1. ' 1. ' 1.2' 1.'' 1.2' 1.'' 1.'' 1.'' 1.'' 1.'

Reduced call c ar!esto a"# o"e BSN%*(+ed %% "um&er'"ote)

'.6' '.6' '.6' '.6' '.6' '.6' '.6' '.6' '.2' '.6


Plan:225

Plan:299neIndia

Plan:.25

Plan:490

Plan:525

Plan:550 Plan:725

Pla99

C$ I#+ Calls% s$'(in)

I#+ P ># AT%#ec)

6' 6' 6' 6' 1" 6' 1" 6' 6' 1

(i) S-7 8- -9-7:7Sri *an a

<.2' <.2' <.2' <.2' <.2' <.2' <.2' <.2' 6.'' <.2

(ii) e0al !.'' !.'' !.'' !.'' !.'' !.'' !.'' !.'' !.'' !.'

(iii) =uro0e ( therthan :)7 Singa0ore7

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!.6' !.6' !.6' !.6' !.6' !.6' !.6' !.6' 4.'' !.6

(iv) Rest of the ,orl 12.'' 12.'' 12.'' 12.'' 12.'' 12.'' 12.'' 12.'' 1'.'' 12.

7$ #(# Charges

A$ Plain P2P #(# %(a< 1 0 char'#(#) in s$

a. *ocal (,ithin *S-)



(i) ,n net,or '."' '. ' '. ' '. ' '. ' '. ' '. ' '. ' '.'' '."

(ii) ther net,or '."' '. ' '. ' '. ' '. ' '. ' '. ' '. ' '. ' '."

#. ational ( utsi e *S-)

(i) ,n net,or 1.'' '. ' '.4' '.4' '.4' '.4' '.4' '.4' '. ' '."

(ii) ther net,or 1.'' '. ' '.4' '.4' '.4' '.4' '.4' '.4' '. ' '."

c. International SMS ".'' ".'' ".'' ".'' ".'' ".'' ".'' ".'' ".'' 3.'

. $ree SMS inos/ onth

1''( ,nnet,or )

2'''(1"'' ( ,nnet,or ) C

"'' other n/,)

AA AA AA AA AA

e. $ree SMS ,orthRs. / onth

AA AA 3' AA ' AA ' AA AA

*$ Plain non:P2P#(#' #(# in s$

2.'' 2.'' 2.'' 2.'' 2.'' 2.'' 2.'' 2.'' 2.'' 2.'

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-s eter ine # the content 0rovi er

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'.1' '.1' '.1' '.1' '.1' '.1' '.1' '.1' '.1' '.1


Plan:225

Plan:299neIndia

Plan:.25

Plan:490

Plan:525

Plan:550 Plan:725

Pla99

8$ oa-ing call charges ;ith 0 seconds pulse rate % s$'(in)

A$ ,ational oa-ing

a. $ixe onthlcharges

AA AA AA AA AA AA

#. utgoing calls,ithin the visite*S-

1.'' 1.'' 1.'' 1.'' 1.'' 1.'' 1.'' 1.'' 1.'' 1.

c. utgoing calls#e on visite *S-

1."' 1."' 1."' 1."' 1."' 1.'' 1."' 1.'' 1.'' 1.

. $ree Inco ingcalls / onth

AA AA AA AA AA AA AA 3''intues

AA A

e. Inco ing calls 1.'' 1.'' 1.'' 1.'' 1.'' 1.'' 1.'' 1.'' '.6" 1.

f. utgoing SMS( ax 16'characters)

1.'' '.4' '.4' '.4' '.4' '.4' '.4' '.4' '.4' '.4

*$ International oa-ing

http://www.bsnl.co.in/service/cellular_cellone_allplan.htm#*

http://www.bsnl.co.in/service/cellular_cellone_allplan.htm#*



a. $ixe onthlcharges

!! !! !! !! !! !! !! !! !! !

#. 8all charges A* 4e' 2$te II

+ RS sages$ree/Month

il il il il il il "M? il "M? i

N#te

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N#te I4 ;88 SMS-L#%a'. is a+ai'a3'e 2it a'' e2 %# e%ti# 2 i% is +a'i!u*t# t2# "# t s fr#" t e !ate #f a%ti+ati#

N#te II4 C ar$es f#r %a''s "a!e #r %a''s re%ei+e! 2 i'e i ter ati# a' r#a"i $#r SMS se t 2i'' 3e as 'e+ie! 3( f#rei$ #*erat#r -i %'usi+e #f ta6. a !sur% ar$e #f 98 # su% a"#u t4 I %ase f#rei$ #*erat#rs !# #t 'e+( a (% ar$es f#r i %#"i $ %a''s) t e a su" #f Rs4 >8 *er "i ute a%tua' ILD% ar$es a**'i%a3'e i t e #"e et2#r1.4

N#te III4 L#%a' CU/ fa%i'it( is #2 a+ai'a3'e f#r a'' *#st*ai! *'a s f#ra'' %ust#"ers4

N#te IV4 Re$istrati# % ar$e is a**'i%a3'e 2 e %# e%ti# is #t a+ai'a3'e# !e"a !) it is # i terest 3eari $ a ! a! usta3'e i t e first 3i''4

N#te V4 I ter ati# a' i r#a"er "ea s t e f#rei$ su3s%ri3ers +isiti $ I !iaa ! usi $ BSNL Ce''u'ar et2#r14 Out3#u ! r#a"er "ea s BSNLsu3s%ri3ers +isiti $ a3r#a! a ! usi $ t e et2#r1 #f a f#rei$ %e''u'ar#*erat#r4

N#te VI4 Se%urit( !e*#sit is # i terest 3eari $ 3ut refu !a3'e u*#surre !er su3 e%t t# %'eara %e #f !ues4 N# se%urit( !e*#sit is re5uire! f#r'#%a'KSTD fr#" t e f#''#2i $ %ate$#ries

• BSNL E"*'#(ees4• E"*'#(ees #f Ce tra'KState /#+er "e t a ! %e tra' PSUs4

• Ba 1 e"*'#(ees) 2 # $i+e ECS "a !ate fr#" t eir #2 3a 14• Ce tra'K State /#+er "e t a ! Ce tra' PSUs4

• C#r*#rate Cust#"ers -"i i"u" 7 %# e%ti# s i %#r*#rate a"e.

http://www.bsnl.co.in/service/cellular_cellone_allplan.htm#noteii

http://www.bsnl.co.in/service/cellular_cellone_allplan.htm#noteii



• E6isit $ BSNL su3s%ri3ers u*# re5uest 2it f#''#2i $ %# !iti# s -a. Fi'' u* a "a !ate f#r" t# a''#2 e6isti $ !e*#sit #f PSTN * # e-Basi% Te'e* # e. t#2ar!s #utsta !i $ #f t e %e''u'ar * # e4

-3. C# e%ti# t# 3e a**'ie! i t e sa"e a"e as PSTN4-%. Cate$#r( #f t e %# e%ti# -L#%a'KSTD. re"ai s sa"e as PSTN4

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N#te I04 Ser+i%e ta6 as a**'i%a3'e 2i'' 3e e6tra4

N#te 04 T ese % a $es 2i'' ta1e effe%t fr#" 99 t Ju e ;88:4

BSNL OPTIONAL SERVICESPT* 3A/%5R * 5% %l PART* 6/AR% Rate(Rs7) R5MAR8%

A

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1.7.2004 )

Plain Person to Person #(#

*ocal (,ithinsa e *S-)

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Rs.1.''

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plain non:person to person #(# Rs. 1.''

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Charges or deli/ery reports o #(# Rs. '.1' 0er SMS

tgoi#g*#ter#atio#al %M%

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:PR%

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15.05.2006 )

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2 %'+) #'+* NIL

## 3 * # NIL

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" MM%

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15.05.2006 )

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* @

R - #

S

2 2P ?D%(' %* # +% * @ -s 0er rate fixe # thecontent 0rovi er

5 M*% 5//A35 6% 1 V%!/# $*! "*/! !+ ## N% 3 " %'+ /)*

R#/% !' ##

R#+ !# * O B /)* # A # *'

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C* (*!+!' /* )% ##

4C* % (* !' ?%' (!+)!'

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%' */+3*+# $!'*+!%'/)* #



5 SI R# */#$#'+ C% + 200 %' #*/) %//* !

6 R# */#$#'+ %" #"#/+! # SI '! %' <SNL "*3 +

O B $#*' %3+ %!'I C $#*' !'/%$!'



COM1AN! 1ROFI E

IDEA CE U AR

IDEA Ce''u'ar is a *u3'i%'( 'iste! %#"*a () a+i $ 'iste! # t e

B#"3a( St#%1 E6% a $e -BSE. a ! t e Nati# a' St#%1 E6% a $e -NSE. i

Mar% ;88?4

As I !ia s 'ea!i $ /SM M#3i'e Ser+i%es #*erat#r) IDEA Ce''u'ar as

'i%e ses t# #*erate i a'' ;; Ser+i%e Areas4 Prese t'() #*erati# s e6ist i 99

Ser+i%e Areas %#+eri $ De' i) Ma aras tra) /#a) /u arat) A ! ra Pra!es )

Ma! (a Pra!es ) C attis$ar ) Uttara % a') Har(a a) UP Gest) Hi"a% a'

Pra!es ) UP East) Ra ast a a ! <era'a4 Git a %ust#"er 3ase #f #+er ;

"i''i# ) IDEA Ce''u'ar s f##t*ri t %urre t'( %#+ers a**r#6i"ate'( 8 #f

I !ia s te'e%#" *#*u'ati# 4

I!ea Ce''u'ar is a 2ire'ess te'e* # ( %#"*a ( #*erati $ i +ari#us

states i I !ia 4 It i itia''( starte! i 9==7 as a #i +e ture 3et2ee t e Tatas )

A!it(a Bir'a /r#u* a ! AT&T 3( "er$i $ Gi $s Ce''u'ar #*erati $ i

Ma! (a Pra!es )UP Gest)Ra ast a a ! Tata Ce''u'ar as 2e'' as Bir'a AT&T

C#""u i%ati# s4

I itia''( a+i $ a +er( 'i"ite! f##t*ri t i t e /SM are a) t e

a%5uisiti# #f Es%#te' i ;88> $a+e I!ea a tru'( *a I !ia *rese %e %#+eri $

Ma aras tra -e6%'u!i $ Mu"3ai .) /#a ) /u arat ) A ! ra Pra!es ) Ma! (a

Pra!es ) C attis$ar ) Uttar Pra!es -East a ! Gest.) Har(a a ) <era'a )

Ra ast a a ! De' i -i %'usi+e #f NCR.4

http://en.wikipedia.org/wiki/Telephony

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/1995

http://en.wikipedia.org/wiki/Tata_Group

http://en.wikipedia.org/wiki/Aditya_Birla_Group

http://en.wikipedia.org/wiki/AT%26T



http://en.wikipedia.org/wiki/GSM

http://en.wikipedia.org/w/index.php?title=Escotel&action=edit&redlink=1


http://en.wikipedia.org/wiki/Maharashtra

http://en.wikipedia.org/wiki/Mumbai


http://en.wikipedia.org/wiki/Goa

http://en.wikipedia.org/wiki/Gujarat

http://en.wikipedia.org/wiki/Andhra_Pradesh


http://en.wikipedia.org/wiki/Madhya_Pradesh


http://en.wikipedia.org/wiki/Chattisgarh

http://en.wikipedia.org/wiki/Uttar_Pradesh


http://en.wikipedia.org/wiki/Haryana


http://en.wikipedia.org/wiki/Kerala


http://en.wikipedia.org/wiki/Rajasthan


http://en.wikipedia.org/wiki/Delhi


http://en.wikipedia.org/wiki/Telephony

http://en.wikipedia.org/wiki/India


http://en.wikipedia.org/wiki/Tata_Group

http://en.wikipedia.org/wiki/Aditya_Birla_Group


http://en.wikipedia.org/wiki/GSM

http://en.wikipedia.org/w/index.php?title=Escotel&action=edit&redlink=1


http://en.wikipedia.org/wiki/Maharashtra


http://en.wikipedia.org/wiki/Goa

http://en.wikipedia.org/wiki/Gujarat




http://en.wikipedia.org/wiki/Chattisgarh








T e %#"*a ( as its retai' #ut'ets u !er t e I!ea U 3a er4 T e

%#"*a ( as a's# 3ee t e first t# #ffer f'e6i3'e tarrif *'a s f#r *re*ai!

%ust#"ers4 It a's# #ffers /PRS ser+i%es i ur3a areas4

A fr# tru er i i tr#!u%i $ re+#'uti# ar( tariff *'a s) IDEA Ce''u'ar

as t e !isti %ti# #f #fferi $ t e "#st %ust#"er frie !'( a ! %#"*etiti+e Pre

Pai! #fferi $s) f#r t e first ti"e i I !ia i a i %reasi $'( se$"e te! "ar1et4

Cust#"er Ser+i%e a ! I #+ati# are t e !ri+ers #f t is Ce''u'ar

Bra !4 A 3ra ! 1 #2 f#r t eir "a ( firsts) I!ea is # '( #*erat#r t# 'au %

/PRS a ! ED/E i t e %#u tr(4 I!ea as re%ei+e! i ter ati# a' re%#$ iti#

f#r its *at 3rea1i $ i #+ati# s 2 e it 2# t e /SM Ass#%iati# A2ar! f#r

Best Bi''i $ a ! Cust#"er Care S#'uti# f#r ; %# se%uti+e (ears

IDEA Ce''u'ar is *art #f t e A!it(a Bir'a /r#u*) a US ;> 3i''i#

%#r*#rati# 2it a "ar1et %a* #f US @947 3i''i# a ! i t e 'ea$ue #f F#rtu e

7884 A % #re! 3( a e6tra#r!i ar( f#r%e #f #+er 988)888 e"*'#(ees 3e'# $i $

t# ;7 !iffere t ati# a'ities) #+er 78 #f its re+e ues f'#2 fr#" its #+erseas#*erati# s4 T e /r#u* as 3ee a! u!$e! T e Best E"*'#(er i I !ia a !

a"# $ t e T#* ;8 i Asia 3( t e He2itt E%# #"i% Ti"es a ! Ga'' Street

J#ur a' Stu!( ;88?4

T e %#"3i e! #'!i $ #f t e A!it(a Bir'a /r#u* %#"*a ies i IDEA

sta !s at ar#u ! 7? *er %e t4 Git a"3iti#us future *'a s) t e %#"*a ( is

*#ise! f#r ra*i! $r#2t a%r#ss t e 2 #'e %#u tr(4

T e I !ia te'e%#""u i%ati# s "ar1et f#r "#3i'e ser+i%es is !i+i!e!i t# ;; Ser+i%e Areas %'assifie! i t# Metr#*#'ita ) Cate$#r( A )

Cate$#r( B a ! Cate$#r( C ser+i%e areas 3( t e /#+er "e t #f I !ia4

T ese %'assifi%ati# s are 3ase! *ri %i*a''( # a Ser+i%e Area s re+e ue

$e erati $ *#te tia'4

http://en.wikipedia.org/wiki/GPRS





T e esta3'is e! ser+i%e areas are De' i) A ! ra Pra!es ) /u arat a !

Ma aras tra) Har(a a) <era'a) Ma! (a Pra!es a ! Uttar Pra!es -Gest.4

Li%e ses f#r t e Ma aras tra a ! /u arat Ser+i%e Areas 2ere a2ar!e!

i De%e"3er 9==7) 2it et2#r1 r#''#ut a ! %#""er%ia' 'au % a% ie+e! i

9==?4 I Ja uar( ;889 t e "#3i'e #*erati# s i A ! ra Pra!es Ser+i%e Area

2ere i te$rate! 2it IDEA t r#u$ a "er$er 2it Tata Ce''u'ar Li"ite!4 I

Ju e ;889) t e "#3i'e #*erati# s i Ma! (a Pra!es Ser+i%e Area 2ere fu''(

i te$rate! 2it IDEA t r#u$ a a%5uisiti# #f RP/ Ce''%#" Li"ite!4 I

O%t#3er ;889) t e 'i%e se f#r De' i Ser+i%e Area 2as a%5uire! !uri $ t e

f#urt "#3i'e 'i%e se au%ti# ) 2it et2#r1 r#''#ut a ! %#""er%ia' 'au % iN#+e"3er ;88;4 I Ja uar( ;88>) Es%#te' M#3i'e C#""u i%ati# s Pri+ate

Li"ite! - Es%#te' .) 2as a%5uire! 2it its #ri$i a' 'i%e ses i t e Ser+i%e

Areas #f Har(a a) Uttar Pra!es -Gest. a ! <era'a4 A'' t ese Ser+i%e Areas

2ere re 3ra !e! a ! i te$rate! 2it IDEA i Ju e ;88>4

T e Ne2 Ser+i%e Areas are Uttar Pra!es -East.) Ra ast a a !

Hi"a% a' Pra!es 4 Li%e ses f#r t ese Ne2 Ser+i%e Areas 2ere a%5uire!

t r#u$ t e a%5uisiti# #f Es%#te' -Es%#rts Te'e%#""u i%ati# s Li"ite!.4

F#''#2i $ si$ ifi%a t i +est"e t i t e r#'' #ut #f et2#r1 i t e Ne2 Ser+i%e

Areas) a"#u ti $ t# a**r#6i"ate'( Rs4 >) ?: "i''i# u*t# Se*te"3er @8)

;88 ) a fu'' %#""er%ia' 'au % #f "#3i'e ser+i%es 2as a% ie+e! i t e Ne2

Ser+i%e Areas 3et2ee Se*te"3er a ! N#+e"3er ;88 i a "a er 2 i% a's#

"et t e et2#r1 r#'' #ut re5uire"e ts #f t e 'i%e ses i ;88?4

O e #f I !ia s 'ea!i $ /SM "#3i'e ser+i%e #*erat#rs) IDEA Ce''u'ar is

ea!5uartere! i Mu"3ai a ! as #+er ;9 "i''i# su3s%ri3ers4 IDEA as

'i%e ses t# #*erate i 9@ %ir%'es %#"*risi $ states #f Mu"3ai) De' i) UP)

Uttara % a') Har(a a) Ra ast a ) Ma! (a Pra!es ) C attis$ar ) /u arat)

Ma aras tra -e6%'u!i $ Mu"3ai.) /#a) A ! ra Pra!es ) Bi ar a ! <era'a4

IDEA s f##t*ri t %#+ers a**r#6i"ate'( ?8 *er %e t #f t e ati# a' "ar1et f#r



"#3i'e te'e* # (4 I!ea is tar$eti $ r#'' #ut i Mu"3ai a ! Bi ar %ir%'es

s #rt'( f#r 2 i% s*e%tru" is a'rea!( a''#tte!4 IDEA as a's# re%ei+e! Letter

#f I te t f#r re"ai i $ = %ir%'es4IDEA #ffers /PRS # a'' its #*erati $ et2#r1s f#r 3#t *#st*ai! a !

*re *ai! ser+i%es) a ! 2as t e first %#"*a ( t# !e"# strate a ! %#""er%ia''(

'au % t e e6t $e erati# ED/E te% #'#$( f#r its De' i Cir%'e4 IDEA as

a's# 3ee a *i# eer i te% #'#$( usa$e 3( e"*'#(i $ sate''ite %# e%ti+it( t#

rea% i a%%essi3'e rura' areas i Ma! (a Pra!es 4

A 'ea!er i +a'ue a!!e! ser+i%es) i #+ati# is %e tra' t# IDEA s VAS

*r#!u%ts4 IDEA 2as t e first t# #ffer /'#3a' SMS i #+er 7>8 et2#r1s

a%r#ss a'' te% #'#$( *'atf#r"s) a ! t e first t# #ffer a +#i%e *#rta' 2it SAY

IDEA 4 IDEA as a's# re%e t'( 'au % e! ser+i%es 'i1e Press t# %#*( a Dia'er

t# e )

IDEA TV first /SM Mu'ti % a e' "#3i'e te'e+isi# e6*erie %e)

IDEATIMES T e first MMS "a$a i e) V#i%e % at) I sta t Messe $er a !

"#re4 IDEA as a's# 'au % e! its PCO ser+i%e t# rea% a %ust#"er 3ase4

IDEA s tariff *'a s a+e 3ee %ust#"er frie !'() %ateri $ t# u i5ue ee!s #f

!iffere t %# su"er se$"e ts4 GOMEN S CARD is "ea t t# fu'fi'' s*e%ia'

ee!s #f 2#"e # t e "#+e) a ! YOUTH CARD s*e%ifi%a''( %aters t# t e

e"er$i $ (#ut se$"e t4

IDEA is a's# t e # '( I !ia /SM #*erat#r t# 2i t e /SM Ass#%iati#

A2ar! i t e Best M#3i'e Te% #'#$( %ate$#r( f#r t e Best Bi''i $ a !

Cust#"er Care S#'uti# ) 3#t i ;88 a ! ;88?4 Tru'() a IDEA %a

% a $e (#ur 'ife

Pre*ai! Re% ar$e UPG



MRP Ser+i%e ta6 Pr#%essi $Fee

Ta'1 Ti"e Va'i!it( MOU Des%ri*ti#

Fr#" T# Fr#" T# Fr#" T# Fr#" T#

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4 ; 0. 4 0.<; 4.44 <;./4 /6. 3 4 53 5;

< < 0./< 0./< 4=.40 4 4 4 4 4 All local callsC =4 paise andall std calls C

"e./ 6/ 3.4/ 5.3/ 4 /=./ 00.5 4 5/ <<

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344 344 33 33 4 05; 05; 4 / /

34 340 33. 33.00 4 =;.</ =<.;< 34 3 3

343 343 33.33 33.33 =5 3.5; 3.5; 54 < <

346 366 33.66 3;.<6 4 54.=5 /5. 5 34 = 64

36= 36= 3;./= 3;./= 0=;.46 =4.4 =4.4 <4 35 35

6= 6/6 6/.5 =6.36 4 0/ .3/ 30/.55 34 04< 03=

6/= 6/= =6.6= =6.6= 634.== 4 4 )ifetime ; ;



6/5 544 =6.=5 55 4 33 .66 606 34 03; 343

54 55= 55. ;3. = ; 6 ;.</ 6;6.<= 6= 0/< 33/

555 555 ;3.05 ;3.05 063.3; 36/.3; 36/.3; /4 0=4 0=4

55; ;=4 ;3.3; <0.= ; 6;5.53 ==4.= 6= 364 3/3

//5 444 4/.=5 4 =4 ;35.66 ;64 /4 =05 =0/

Assu"*ti# s

Traffi% rates a ! *atter

I0I 6=>

I0# .= 64>

I0) .= =>

%TD 0.;= 4>

Airtime rate per min .6



NEED OF RESEARCH

#obile operators have not been able to sustain or increase satisfaction

level despite eleven years of existence of mobile telephony in the

country. All the operators in a bid to ac+uire customers have not been

able to devote time and efforts to increase the satisfaction level. The

scenario remains the same across different circles and different cities

irrespective of operators. It is good that we are adding 5*; million lines but the +uality of service is still a long way to go and we are back to

s+uare one.

The mobile operators have not been able to pass the satisfaction

parameters of brand conscious urban mobile users as there has been a

significant drop in satisfaction level .

%o this "esearch is concerning about what are the factors that are

affecting the satisfaction level of customer which are the companies

those are successfully providing their services what are the strategies

they are followed so that $harti Airtel can improve the level of their

services.



RESEARCH OBJECTIVE

T e stu!( as 3ee %# !u%te! t# fu'fi'' f#''#2i $

#3 e%ti+es

• To determine the market share of various #obile operators in

$areilly.

• To determine the services of Airtel and ther perators

• To determine the comparison of customer services of Airtel and

ther perators.

• To know and compare consumer preference of various value

added %ervices produced by B%# and 8D#A players in $areilly.

• To study the purchase patterns of Airtel(s customers in $areilly.

• To identify the influencing factors on the consumer(s buying process.

• To profile the customers on the basis of their characteristics intodifferent clusters.



• To study where Airtel is lacking in the terms of important productattributes

• To study the overall product attributes and find out their percentage contribution to overall satisfaction of a Airtel 8ustomer



" % A"8H

# TH D ) BE



Resear% Desi$ Descriptive

Sa"*'i $ Met #! %imple "andom %ampling

Sa"*'i $ U it -erson having criteria F Age G = years

Sa"*'e Si e =4

Sa"*'e Area Different areas of $areilly 8ity

Met #! F#r C#''e%ti $ Data

. uestionnaire #ethod

0.-ersonal Interview

3.Telephone Interview

6.%chedule #ethod

/ra* s1. $ar 8hart

2. -ie 8hart



Resear% Pr#%ess

"esearch -rocess 8onsists of a number of closely relatedactivities. $ut such activities overlap continuously and do not follow a

strictly prescribed se+uence.

!ollowing are the steps of a research processF*

i. !ormulating the research problem

ii. xtensive research surveyiii. Developing the hypothesis

iv. -reparing the research design

v. Determining sample design

vi. 8ollecting data

vii. xecution of the pro&ect

viii. Analysis of the data

ix. Hypothesis Testing

x. Interpretation



F#r"u'ati $ t e Resear% Pr#3'e"

E6te si+e Resear% Sur+e(

De+e'#*i $ t e H(*#t esis

Pre*ari $ t e Resear% Desi$

Deter"i i $Sa"*'e Desi$

8ollecting data

xecution of the pro&ect

Analysis of the data

Hypothesis Testing

Interpretation

I''ustrati# Resear% Pr#%ess



Sa"*'e Desi$nce the problem of research is decided the next area of

immediate concern is adoption of research design. The researcher decidehow the information will be collected There are two sources of

collection

I. 8ensus

II. %ample

I4Ce sus

If the data are collected from each member of population of

interest it is known as Ce sus Sur+e( .

II4 Sa"*'e

If data are to be collected only from some members of

population it is known as Sa"*'e Sur+e(

T(*es A ! Met #!s #f Data C#''e%ti#

The task of data collection begins after a research problem

has been defined and research design chalked out. There are two types of

data collection

I4 Pri"ar( Data



-rimary data may be described as those data

that have been observed and recorded by researchers for the first

time to their knowledge.

II4 Se%# !ar( Data

%econdary data are statistics not gathered for

the immediate study at hand but for some other process.

C#''e%ti# #f Pri"ar( Data

There are several methods of collecting primary data particularly in surveys and descriptive researches. Important ones

areF*

I. bservation #ethod

II. Interview #ethod

a. -ersonal Interview

b. #ail Interviewc. Telephone Interview

d. -anel Interview

III. %chedules

IV. uestionnaires

V. ther #ethods

I. O3ser+ati# Met #!

The observation method is most commonly used method

especially in studies relating to behavioral sciences. In a way



we all observe things around us but this sort of observation is

not scientific observation. bservation becomes a scientific

tool and the method of data collection for the researcher when

it serves a formulated researcher purpose is systematically

planned and recorded and is sub&ected to checks and controls

on validity and reliability.

The observation method may be used to study

i. %ales Techni+ue

ii. 8ustomer #ovementiii. 8ustomer responses in retail stores

iv. %ock audit in retail stores for brand bought

v. -antry check in kitchen of the housewife for brands

bought

vi. Dust*bin check at the customer(s house

II. I ter+ie2 Met #!

The interview method of collecting data involves

presentation of oral verbal stimuli and reply in terms of oral

verbal responses.

T(*es Of I ter+ie2Pers# a' I ter+ie2

-ersonal or face to face interviewing is a core

function of marketing research' much of +uality of the entire



research process rests on its effectiveness. Despite the

growth in popularity of telephone and mail surveys

personal interviewing retains in long*held dominance across

a wide spectrum of surveys* market social political.

There are four type of personal interviewF*

a) %tructured Direct Interviews

b) Jnstructured Direct Interviews

c) %tructured Indirect Interviews

d) Jnstructured Indirect Interview

Te'e* # e I ter+ie2

The telephone interview is used when the

information to be collected is limited. The telephone

interview is used in lieu of personal interview. Thetelephone interview is suitable for in+uiry about

information &ust released or telecast by radio or

television.

Mai' I ter+ie2

The #ail interview places a great deal of

importance on the construction of the +uestionnaire



because there is no interviewer in mail surveys to ask

+uestions and record answers. The mailing

+uestionnaire is accompanied with a covering letter

instructing the respondent how to complete the

+uestionnaire and return the +uestionnaire.

Pa e' I ter+ie2

A panel interview may be composed of either

individuals or corporate units. It is a convenientmethod of obtaining information about the continuing

behavior of group or panel of respondents. The very

nature of panel interview is that the group comprising

the panel*member is interviewed on the same or

similar topics at regular intervals over a reasonable

period of time.

III4 S% e!u'es

%chedule is a device in social research which is most fre+uently

used in collecting field especially where the survey method is employed.

It contains +uestion and blank tables which are to be filled in by the

investigators themselves after getting information from the respondents.C#''e%ti# #f Se%# !ar( Data

There are following sources of secondary dataF*



I. )iterature %urvey

II. xperience %urvey

III. ther %ources

uesti# aire

The uestionnaire is a list of +uestions to be asked

from the respondents. It also contains suitable space whrere

the answers can be recorded

T(*es Of uesti# aire

It is possible to classify +uestionnaires studies on a variety of

bases. Three such bases which are of importance are

1. The degree to which the +uestionnaire is formali1ed or structured.

2. The disguise or lack of disguise of ob&ective of the +uestionnaire.

3. The communication method used.

Jsing above two bases of classifications four types of studies can can bedistinguished as below

a) %tructured*non*disguised or Direct

b) %tructures*disguised or Indirect

c) Non structured*non*disguised

d) Non structured*disguised

a. Stru%ture! # Dis$uise! uesti# i $

#ost +uestionnaire studies made in marketing research are

of this type. %tructured non disguised studies can be handled



through telephone mail or personal interview. They are sub&ect to

three limitations of the +uestionnaire methodF*

i. The respondents may be unable to furnish the

information desired

ii. They may be unwilling to furnish it

iii. The +uestioning process may tend to simulate

incorrect or misleading answers.

3. N# Stru%ture! N# Dis$uise uesti# i $

#ore than anything else marketers want to know why people buy

or do not buy their products. Direct +uestion dealing with motives rarely

elicit useful answers. As pointed out above most people do not have a

clear idea why they make specific marketing decisions. Direct +uestions

do not measure the relative importance of the various types of reasons

and may individuals will not report motives that might be considered

base or socially unacceptable.To overcome these difficulties researchers have developed depth

interviews and focus group interviews. Instead of approaching

respondents with a fixed list of +uestions the interviewer attempts to get

respondents to talk freely about the sub&ect of interest.

c: N# Stru%ture! Dis$uise! 5uesti# i $ F*#any people are either unwilling or unable to give accurate

reports as to their own attitude and motivations. Thus even focus groups

probably give biased answers. To overcome this difficulty clinical



psychologists have developed disguised method of gathering such data.

Disguised method are designed so that the respondents do not know what

the ob&ective of the study is. %uch disguised methods may also be non*

structured. -ro&ective techni+ues are an example of this type.

The theory of pro&ective techni+ues is that all individuals in

describing a situation interpret that situation to a degree. The description

they give is a mixture of their own attitude beliefs and motivations.

@arious pro&ective techni+ues are used but most common are

word association sentence completion and storytelling.

!. Stru%ture! Dis$uise! uesti# i $

uestioning of the structured disguised type has the advantages of

disguise that were pointed out above K primarily that respondents do not

know what is being measured and hence are not biased in their answers.

The advantages of structure lie in the reduction of interviewer and

interpreter bias in +uicker and less costly interviewing and in easier

tabulation of results.

%ome structured disguised tests of attitudes are based on the

theory that individual(s knowledge perception and memory are

conditioned by their attitudes.



SAMPLIN/ PLAN#y focus was on urban brand conscious users and the medium used is

offline 9face*to*face: research. The sample base is one city i.e. $areilly.Le did not receive any response from any other city.

In order to reach mobile phone users we conducted a Telephonysurvey in the month of ?uly 044< time frame. Le conducted anindependent telephonic validation of =4> of the respondents to verifytheir authenticity. The validation was conducted by dialing the mobilenumbers shared by the respondents in the survey. Around /< percent of the respondents picked up the call and there was less than percenterror for almost all the seven critical +uestions validated during the

process.Lhile looking at the survey findings two points must be kept in themind a: Internet today broadly represents urban India' b: around 0=>of the mobile owners also use Internet and therefore the samples thusselected through online were definitely representative of the MbrandconsciousM mobile phone users.

Le believe that overall satisfaction is a dependent variable andindividual attributes are independent variables either positively or negatively relate to overall satisfaction. Le have therefore used amultiple regression*based model to derive these contributions andthereby derived the overall satisfaction at various level' e.g. all userstelecom circles and operators.

In order to analy1e the overall satisfaction of the subscribers with their current service provider we took up five broad areas that contributes tooverall satisfaction*presales sales network availability value addedservices customer care and billing. $y considering overall satisfactionas a function of the parameters we arrived at different weights for these parameters. These weights were then applied on the stated scoresfor satisfaction to arrive at the final scores for satisfaction.

The model works on the principle that marketing planning using thecurrent sales and market share figures is like living life Mone time cycleM

behind. A brandMs current market share only reflects its past performance. It only shows where the brand stands today. It gives little



clues on how fit and Mgeared upM is the brand to compete in the marketof MtomorrowM.

To be on the right marketing time cycle and know the future MreadinessMand potential of the brand a marketer also needs to measure and track the MmomentumM at which their brand is moving into the future.

There are a set of distinct brand MdiagnosticM measures from this model

that we are presenting in this issue that M+uantifyM and tell you not only

how fit is your brand in its current performance but also what future

direction that fitness is likely to translate into. ach MmeasureM used in the

model reflects a MmilestoneM in the consumerMs interaction with the brandin the buying process K from recall to consideration to intention to buy

to actual purchase and usage.

The %ampling plan was designed as followsF

Sa"*'i $ U it F %ampling Jnits are those people who are above

the age of = years they are belonging to different in Income levels that

is below the "s.=4 444 "s.=4 444* 44 444 "s. 44 444*0 44 444 and

more then "s.0 44 444 these income is yearly.

Sa"*'e Si e The sample si1e of my data is 44. -eople are

belonging to the different areas of $areilly.

COLLECTION OF DATA

The task of data collection begins after a research problem has been

defined and research design is chalked out. Lhile deciding about the



method of data collection to be used for the study' the researchers should

keep in mind two types of data i.e. -rimary and %econdary data.

The primary data are those which are collected afresh and for the first

time and thus happen to be original in character. The secondary data on

other hand are those which have already been collected by someone else

and which have already been passed through the statistical process. The

data used for the present research is primary data. The different methods

that are used for collecting primary data are as followsF

A. C# ta%t Met #!

The Mcontact method M considering the short coming was selected to

personal interview.

B. O3ser+ati# Met #!The present investigation was done on the basis of making note of

behavior and gestures of the target customers.

C. uesti# aire Met #!

The method of data collection is +uite popular and is being adopted byresearchers private individuals and organi1ation.



D. S% e!u'e Met #!

The method of data collection is very much like the collection of data

through +uestionnaire with little difference which lies in the fact that

schedules are being filled in by the enumerates who are specially

appointed for the purpose these enumerators go to the respondents

along with the schedule and put up the +uestion. Inferences are drawn on

the answers given by them.



/ra* i%a' Re*rese tati#Braphical -resentation being more technical in character

represents the data more accurately and more usefully. It places greater and proper emphasis on the important parts of research report. There

may be different devices of graphic presentation. It is a visual aid to

understanding tabular and expository material. It should represent a

complete picture of one central point or idea.

As compared to the diagrammatic method it is more commonly

used. In reality there is hardly any sub&ect that deals with large mass of data but do not apply the graphical method to represent them. In the

spheres of economic commerce sociology and many others sub&ects

of humanities as well as of sciences these are very extensively used.

The important graphic presentation may be line diagrams bar

charts pictographs pie charts cartograms and map charts.

Bar C arts

$ar charts consist of bars running either vertically or

hori1ontally with an individual bar for each observation. The individual

bars have separate observations and magnitudes. $ar charts have

become more popular than bar diagrams. The vertical charts are used

for classified data and chronological +uantity. In the case of +ualitative

and geographic data hori1ontal bars are used to depict them more

precisely. They may serve the purpose of showing the rate of exchange

in continuous data. #ore than two series of data may be depicted by

the use of components bar charts with distinctive shading or colures.



The positive and negative +uantities may also be demonstrated with bar

charts.

Pi%t#$ra*

The pictograph uses tiny pictures or symbols to represent the

idea or sub&ect. This device is used to give a more vivid picture of the

report. It is appropriate for bar type charts. It is not intended for

detailed study and precise measurement but to give one short glimpse

of the findings.

Pie C arts

The pie chart is presented in a circle dividing the charts in

different components according to the need of the distinctive data. The

slices of the circle are also noted with the name and their percentage

shares in the total circle. The slices are divided according to the

proportion of their shares in the 354 o. The proportions are therefore

calculated in accordance with the number of degrees of each angle of

the slice.

Ma*s



#aps are used to show the figures in the geographical areas.

#aps may be shaded in various ways. Income population production

and other geographical presentations may be made with the help of

maps. Distinct maps may be used to show the magnitude of data.



DATA

PRESENTATION

AND

ANALYSIS



UESTIONARE

A$e

Age Broup 4*04 0 *3 3 *6 Above 6=

-ercentage => 6;> 64> <>



A/E /ROUP



/e !er#ale !emale

==.5> 66.6>

/ENDER



E!u%ati#

Intermediate Braduate - graduate others

5> 0/> 33> 00>



O++u4)ti$2

O%%u*ati# Per%e ta$e

%tudent =.=>Doctor ;. >

ngineer <.=>

)awyer 6./>

Teacher 6.5>

thers /.6>



OCCUPATION



4@ 2 i% #*erati# Kser+i%e (#u *refer i /SMW

TYPE OF MOBILE

SERVICE



4> Are (#u i tereste! i i ter et fa%i'it( *r#+i!e! 3(

"#3i'e #*erat#rsW

E % N33> 5;>

FACILITY SATISFACTION



4 DO (#u use t e 'ife ti"e fa%i'it(W

E % N; > 0/>



47 F#r t at 2 i% %#"*a ( (#u % ##seW

AI"T ) ID A " )IAN8 @ DA! N0<> 6=> 03> 6>

67

LIFETIME FACILITY



4? D# (#u a+e "#re t a # e M#3i'eW

COMPANY USED BY CUTOMER

FOR LIFETIMEINCOMIN/



E % N6/> = >

MORE THAN ONE MOBILE



4: B( 2 i% (#u "a1e %a''W

AI"T ) $%N) " )IAN8 @ DA! N TATA=> 60> 03> <> 0>



4= Are (#u satisfie! 2it tariff rate #f re% ar$e +#u% er

#f (#ur "#3i'e * # e ser+i%eW

E % N30> 5<>

OUT/OIN/ FACILITY



TARIFF SATISFACTION



. . Are Eou %atisfied with the customer care service provide by your mobile operator

Ees 65>

No =6>

SATISFACTION GITH CUSTOMER CARE



. 0 Lhich of these %ervices Eou Jse !re+uentlya. SMS Fa%i'it( =94:

3. R#a"i $ @49

%. Ri $ t# eKCa''er tu e D#2 '#a! 7:4>

!. Te6t SMS C atti $ 7@49

e. /PRSKI ter et >:4;

f. Cri%1et S%#res @:4

$. V#i%e Mai' @?4;

. E tertai "e t J#1es) H#r#s%#*es) Fu /a"es @@4;

i. MMS @;4: . M#3i'e Ba 1i $ ;:4

1. C# testsKPr#"#ti# s ;>4

'. Ti%1et B##1i $ AirKRai'2a(s 9:4=



How %atisfied are customers with their mobile servicesF*AIRTEL BSNL IDEA VODAFONE RELIANCE TATA INDICOM

044; /3.3> <;.;> / .=> /3.<> </.;> <4.0>

044< /4.0> <;.4> <<.3> </.3> <;.5> /4.3>

GEI/HTA/ES

PRE SALESKSALES 9? ) NETGOR< ;8 ) VALUE ADDED SERVICES 99 )

CUSTOMER CARE 9> ) BILLIN/ @:

SATISFACTION GITH OPERATORS



$oth AirTel and TaTa Indicom have similar satisfaction level but

overall topper is $harti AirTel



Sa'ie %e A ! Per%e*ti# O*erat#rs



OPERATOR POVIDES MOST COST EFFECTIVETARIFF PLANS

O*erat#rs Airte' BSNL I!ea V#!af# e Re'ia %e Tata I !i%#"

Per%e ta$e ;?4@ 9>4? 9@49 9 47 9@4@ 9749



OPERATOR POVIDES THE GIDEST CHOICE OFBASIC MOBILE SERVICES


Per%e ta$e @947 9@4? 9?4@ ;747 4? 74@

POVIDE MOST COST EFFECTIVE TARIFF PLANS



POVIDES THE GIDEST CHOICE OF BASICMOBILE SERVICES



OPERATOR POVIDES THE BEST CONNECTIVITYAND COVERA/E


Per%e ta$e @748 =47 9=47 9:4 984 4:

POVIDES THE BEST CONNECTIVITY ANDCOVERA/E



OPERATOR POVIDES MOST RELEVANT & USERFRIENDLEY VALUE ADDED SERVICES


Per%e ta$e ;?4@ 9>4? 9@49 9 47 9@4@ 9749

POVIDES MOST RELEVANT & USER FRIENDLEYVALUE ADDED SERVICES



OPERATOR HAS THE MOST FUTURE READYTECHNOLO/Y & INFRASTRUCTURE


Per%e ta$e >:48 =47 9847 =47 974 4=

HAS THE MOST FUTURE READY TECHNOLO/Y& INFRASTRUCTURE



OPERATOR S SHARE IN URBAN AREA


Per%e ta$e ;?4@ 9>4? 9@49 9 47 9@4@ 9749

OPERATOR S SHARE IN URBAN INDIA



A,ERAGE TIME TO S1EAK TO CUSTOMERRE1RESENTATI,E


Ti"e

-Mi utes.>4@9 4>: 74>? 74 = :4>? 74>7

-Nu"3ers i Mi utes.



C# e%ti+it( Vs Pri%e4Here this map maps the different telecom service providers on two

parameters namely 8onnectivity and -rice. And this map proves thatthere is a direct relation between connectivity and prices. Airtel is falls

in a category which provides very high connectivity but also at a very

high cost. Hutch provides high connectivity at high cost and Idea falls

in a category that provides moderate connectivity at a moderate cost.

And "eliance also follows the same pattern. %o it says that the people

who are connectivity conscious and cost is not a problem for them theygo for Airtel or Hutch and people who are cost conscious go for

"eliance or Idea.



Bra ! Vs Pri%e

Here this map maps on parameters of $rand name and -rice. And this

map proves that there is a direct relationship between $rand name and price. It is well explained in the map given below. Airtel is considered

to be a bigger brand and it charges high prices. Hutch is also

considered a big brand but smaller than Airtel and hence it charges

Hi0/e'1'i+e 8539

$ e' C$22e+ti.ity 8535

Hi0/e' C$22e+ti.ity 8635

$ e' 1'i+e 8535

,$d);$2e

Ai'te%

Ide)

Re%i)2+e



lower than Airtel. Idea falls in a moderate category in terms of brand

name and price.

Cust#"er Care Vs Pri%e

Hi0/e' 1'i+e 8539

Sm)%%e' B')2d 8<3=

Bi00e' B')2d 853=

$ e' 1'i+e 8535

,$d);$2e

Ai'te%

Ide)

Re%i)2+e



This map maps between the 8ustomer 8are %ervice and -rice by the

different telecom service providers. Here Airtel stands at a place where

it provides good customer care service and charges premium price.

Hutch provides slightly lower customer care service than Airtel and

charges lower prices than Airtel. And same is the case with others also.

Idea charges lower than Hutch and hence its customers service is not

better than Hutch. "eliance lies at the lowest place low charges and

poor customer service. %o there is a direct relationship between -rice

charged and +uality of customer care service.



Hi0/e' 1'i+e 8539

1$$' Cu*t$me' C)'e Se'.i+e 853<

G$$d Cu*t$me' C)'e Se'.i+e 853>

$ e' 1'i+e 8535

8,$d);$2e

8Ai'te%

8Ide)

8Re%i)2+e



Bra ! Na"e Vs Ne2 S% e"e

-erception #ap 6 maps between $rand Name and Bood New %cheme.

Idea cellular lies at a place where it gives new good scheme but is not

considered a good brand name. Airtel is a good brand name but it gives

a very normal new scheme. Hutch lies at a place where it gives

moderately good scheme and is considered a good brand. And "eliance

lies low at giving new good scheme as well as brand name is not good.

%o the customers who look for a new good scheme and brand name

does not matter can go for Idea.



G$$d Ne S+/eme 8539

Sm)%%e' B')2d 8<3=

Bi00e' B')2d 853=

N$'m)% Ne S+/eme 853?

,$d);$2eAi'te%

Ide)

Re%i)2+e



FINDIN/S

n the basis of research there are following findings may be

exploitedF*

• Now it is time of vast competition of telecommunication industry. No one is perfect now a days.

• AI"T ) is more bigger player in this industry and obliviously in

the $areilly region after that $%N) is there and now a days ID Ais also in growth of telecommunication

• #ost of people are having more than two cells for themselves

• -eople are not satisfied with the billing system of postpaidmobiles and they are excited with the tariff plans and messagescards for %#%(s

• %ome people are using 8D#A sets for roaming facility.

• #any people use internet through mobile. -eople are using$luetooth device for more ease

• Incoming facility is good and customers take facility of this.

• 8ustomers are more interested towards @alue Added %ervices.

• 8ustomers are using B%# technology for B-"% Internet

• #ost of the 8ustomers have more than one connection and oneconnection with )ife Time validity for only incoming purpose.

• #obile perators does not have a perfect 8ustomer 8are %ystem.

• 8ustomers have to wait for a long period to contact with customer care "epresentatives.



• 8ustomers have a big problem of ver $illing.

• Eouths are more interested

• The charges of @alue Added %ervices are very high so customersare not using these services at expected level.

• #aximum users are male the number of female users is growingup.

• #ost of the operators have been properly established in metrocities.

• #ost of the operators do not have their coverage in urban area of India.

• There is very less impact of education on the use of mobileservices.

• The profession of person also has very less impact on mobileusage.

•

#ost of the persons are using mobile services.• -resently there are fewer customers who want internet services on

mobile but still this number is growing on.

• #ost of the consumers are not satisfied with the tariffs provided by their mobile operators.

• $ut now the operators are more concentrated towards urban area.

• 8ustomers prefer B%# in comparison of 8D#A.

• 8ustomers have no more interest in postpaid connection they prefer prepaid connection.

• In the overall satisfaction Tata Indicom and $harti Airtel are &ustmarginally above T"AI benchmark of /4 percent.



• "egional and incumbent operators have seen a significant drop insatisfaction levels .

• #aximum improvement is seen in Tata Indicom whereasmaximum deterioration is seen in $%N).

• In metro 8ircle AirTel is the clear leader and is the only operator to cross the T"AI benchmark and all the other operators are well

below the cut*off.

• $%N) stands at number two whereas "eliance and Idea are at thelowest levels.

• The %urvey shows that there has been a large*scale drop insatisfaction of the subscribers with respect to most service

providers.

• $usinessmen are more interested towards -ostpaid 8onnection incomparison of other professions.

• %olutions of the problems take more than 06 Hrs.

• xcepting Airtel other operators have the problem of O$usy NetworkP

• There is need of technical updating for a re+uire standard of service for all operators.

• $harti Airtel is an Innovative company in telecommunicationIndustry

• 8ustomers are not more aware about the new schemes and tariffsof companies.



SU//ESTION

%uggestions are valuable which play a vital role in any area of

$usiness. They not only help to develop the product but also enable it

to stay in Tune with the changing tastes and preferences of customers.

• There should be proper management of telecommunication

devices which will be more compliable for customer loading case

of Airtel

• There must be local %ervice -oint.

• The 8omplaints must be attained with the period of 06 hours in

Airtel specifically.

• Airtel services should to give more emphasis on internet and voice

+uality and other facility also.

• The employee should make better relation with customer.

• The company should conduct seminar and awareness program of

telecommunication services.

• mphasis on better advertising by services.

• Take feedback with customer time to time for improving their

services.

• Improving there services and makes better relation with customer.

• 8ommunicate with customer for knowing the problem of customer

in respect with services.



• Improve services by the customer care.

• There must be more technical support to customers.

• The company must focus on )ow Jsage %ites

• There must be a proper management to distribute new connections

and tariffs• The company must have take action regarding to unwanted or

promotional %#% which disturb the customer.

• All operators have been established in metro cities so it is the time

to focus on urban area.

• There must be some concession in the roaming charges so that

customer can also use services in roaming.• They must have to start benefit on incoming like new growing

company @irgin.

• Number of towers must be increased to avoid the network

problems and to increase the service area.

• There must be individual focus on every distributor and retailer by

doing it company can get a strong market• @alue added services should be designed in such a way that they

facilitate the customer not disturb him.



• $ill must be more descriptive so that customer can understand his

usage pattern.

• The bill must be accurate so there must be some regular

maintenance of the system.

• There must be some forum provided by operators where customer

can get a +uicker solution of his problems.

• The number of outlets must be increased so that customer can get

all the services and facilities easily.

• There must be some strictly defined rules for the identification of

the customer so that it will relief the customer otherwise it can

lead to disconnection of services.



CONCLUSION

• The conclusion of my research report is that none is best one in

telecommunication services.

• Idea is growing vastly time to time

• It is found in the research the tata indicom(s is not as good due to

voice unclearity.

• Benerally $%N) customer faces more discomfort with network it

is due to overloading of customer base and relatively lack of

machines and management.

• At this time Airtel is good and it may be said that its leader of this

time.

• %ome new services are now coming as virgin.

• "eliance is also good in the area and launching new schemes also.



LIMITAION

8? 1AUSI T! OF TIME

The busy schedule of the contact person is each of the Divisions of thecompany failed to provide enough time to me to discussion.

8< CONFIDENTIA IT!

The company withheld a loot of information which they termed asconfidential as a result of which secondly data had to be reviled upon.

85 TIME CONSUMING

The exhaustive nature of the pro&ect comprising of 3 divisions of thecompany took plenty amount of time in analysing and prosecuting thereport.

86 1ROB EMS IN CO ECTING DATA



• %ince the feedback of the customers was done through

uestionnaire ma&or limitation was unavailability of customers

thus leading to highly low success rate.

• #ost of the customers were so furious that they refused to part

with any information.

• mployees of company were so furious that they don(t interested

in giving any information about broadband.

BIBLIO/RAPHY

Data fr#" B arti Airte' -Barei''( Bra % .

Data fr#" I!ea Ce''u'ar -Barei''( Bra % .

Data fr#" V#!af# e -Barei''( Bra % .

Data fr#" BSNL -C #u*u'a E6% a $e) Barei''(.

Ge3 Sites

o 2224i!ea%e''u'ar 4%#"

o 2224airte'4%#"

o 2224re'ia %ei f#4%#"

Resear% Met #'#!$( “C4R4<#t ari,



Busi ess I !ia

Busi ess T#!a(



ANN QJ"



UESTIONNAIRE

NA# * ,,,,,.

AB *,,,,,,..

B ND "*,,,,,,,..

88J-ATI N. * ,,,,,,,..

DJ8ATI N*,,,,,,..

8 NTA8T N .*,,,,,,,,,,,,..

. Do you have any mobile

a: E % $: N

.0 Lhich #obile service do you use

A: 8D#A b: B%#

3. Lhich operation service you prefer in B%#

a: $%N) $: ID A

8: AI"T ) D: @ DA! N

6. Are you satisfied with the billing system of your company



A: E % $: N

= Are you interested in internet facility provided by mobile operators

A: E % $: N

5. !or that which company you choose

A: AI"T ) $: $%N)

8: ID A D: @ DA! N

.;. D you use the life time or great incoming facility

A: E % $: N

.< Do you have more than one #obile

A: E % $: N

./ $y which you make call

A: AI"T ) $: $%N)

8: " )IAN8 D: ID A

: TATA

. 4 Are you satisfied with tariff rate of recharge voucher of your

mobile phone service

A: E % $: N



. . Are Eou %atisfied with the customer care service provide by your

mobile operator

A: E % $: N

. 0 Lhich of these %ervices Eou Jse !re+uently

a: %#% !acility b: "oaming c: "ing tone 8aller tune

Download

d: Text %#% 8hatting e: B-"% Internet f: 8ricket %cores

g: @oice #ail h: ntertainment ?okes Horoscopes !un Bames

etc.

i: ##% &: #obile $anking k: 8ontests -romotions

l: Ticket $ooking Air "aileays

. 3 Any suggestion for your mobile company

.................................................................................................................

................................................................................................................................................



nline e ition of In iaFs ational e,s0a0erues a 7 -0r 2<7 2''4

Airtel tops in custo-er satis action? T AI

8 I#$AT " F The services of Airtel 9Tamil Nadu circle*excepting8hennai: has been rated highest among the private cellular operatorsfor the +uality of service and customer satisfaction for the period

ctober*December 0443. The rating has come from the mostcomprehensive survey by T"AI and I#"$ a release from -.%waminathan 8 and Director #obility*%outhern "egion $harti8ellular said. The survey took into account the factors such as faultclearance within 06 hours call drop rate percentage of connectionswith good voice +uality and billing complaints. Airtel had scored thehighest in both the ob&ective as well as the sub&ective +uality of serviceassessment making Airtel a benchmark in the private cellular serviceindustry in the rest of Tamil Nadu the release claimed.



B arti Airte' Passes ?7 Mi''i# Cust#"er La !"ar1

I !ia s B arti Airte' as a #u %e! t at its %ust#"er 3ase a!%r#sse! t e ?7 "i''i# %ust#"ers "ar1 "a1i $ it t e 'ar$esti te$rate! te'e%#" %#"*a ( i I !ia4 T e su3s%ri3er fi$urei %'u!es %ust#"ers fr#" a'' 3usi ess u its #f t e %#"*a ( "#3i'eser+i%es) te'e"e!ia ser+i%es a ! e ter*rise ser+i%es4

Git ?;48? "i''i# "#3i'e %ust#"ers as #f e ! #f Ju'( ;88:) B artiAirte' furt er %e"e te! i *#siti# as t e >t 'ar$est i %#u tr("#3i'e #*erat#r i t e 2#r'!4

C#""e ti $ # t is 'a !"ar1 f#r t e %#"*a ( Mr4 Ma # <# 'i)CEO a ! Jt4 MD) B arti Airte' sai!) “Ge are a**( t# a+ea% ie+e! t is "i'est# e #f 3ei $ t e 'ar$est i te$rate! te'%# i t e%#u tr() i %ust#"er ter"s4 F#r us) t e 3e % "ar1 #f rea''ea!ers i* is %ust#"er !e'i$ t a ! 2#u'! 'i1e t# t a 1 a'' #ur%ust#"ers f#r *'a%i $ t eir fait i us4,

“F#r B arti Airte') it as 3ee a #ur e( #f %# sta t i #+ati# sa ! e suri $ %ust#"er satisfa%ti# t r#u$ 2#r'! %'ass ser+i%es4/#i $ f#r2ar!) it 2i'' 3e #ur e !ea+#ur t# rei f#r%e t e #ur e(t#2ar!s 3e%#"i $ t e "#st a!"ire! 3ra ! i I !ia 3( ;898) '#+e!

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