airtel varun

8/6/2019 airtel varun

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DATA COLLECTION AND ANALYSIS

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CONSUMERS OF BROADBAND SERVICES

Users 95%Non-users 5%

0%

20%

40%

60%

80%

100%

Non-usersUsers

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THE MARKET SHARE OF BROADBAND SERVICE PROVIDERS

Airtel 85%BSNL 06%Reliance 02%

Sify 02%Not applicable 05%

0%

20%

40%

60%

80%

100%

AIRTELBSNLRELIANCESIFYN/A

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USERS OF LANDLINE

AIRTEL 35%BSNL 50%RELIANCE 14%

TATA 1%

RELIANCE14%

TATA1%

AIRTEL35%

BSNL50%

SATISFIED vs UNSATISFIED Customers of AIRTEL

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Unsatisfied 60%Satisfied 40%

Unsatisfied

60%

Satisfied40%

REASON OF UN-SATISFACTION

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Billing 40%Technical 25%Services 10%Customer care 5%

Others 20%

Billing

Others

services

Customercare

Technical

THE POSSIBILITY OF BEING THE NO.1 IN LANDLINE SERVICESOF AIRTEL

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YES 80%NO 20%

NO20%

YES80%

USERS OF BOTH LANDLINE & BROADBAND

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Both 30%Only Landline 25%Only Broadband 45%

Both30%Broadba

nd only45%

Landlineonly25%

PERCENTAGE OF UNSATISFIED CUSTOMER OF DIFFERENTCOMPANIES

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BSNL 80%Reliance 20%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

BSNLReliance

EXPECTATIONS OF CUSTOMERS IN-

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Poor connectivity 25%Poor after sales service 30%Others 40%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Customercare

Connectivity

After salesserviceOthers

AFTER SALES SERVICES IN AIRTEL

Yes 65%

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No 35%

65%

35%

Yes

No

THE LEVEL OF AFTER SALES SERVICE

Good 45%Medium 20%

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Average 25%Best 10%

Average25%

Good45%

Medium20%

Best10%

REASONS WHY CUSTOMERS ARE NOT USING THE AIRTELLANDLINE SERVICE

Costly 10%

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Using BSNL for a long time 80%It is a Private company 5%Not applicable 5%

0%10%20%30%40%50%

60%70%80%90%

100%

Costly

Using BSNL

PrivateCompanyNot Applicable

VARIOUS FACILITIES AVAILABLE TO THE CUSTOMERS OFLANDLINE SERVICE USERS OF THE COMPANY-

BSNL Reliance AirtelCall Waiting Yes Yes Yes

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Call Forwarding No No YesMorning Alarm Yes Yes YesThree PartyConference

No Yes Yes

Dynamic Lock Yes Yes Yes

Fast Dialing In some area Yes YesInternet Yes Yes Yes

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RESEARCH FINDINGS AND ANALYSIS

FINDINGS and ANALYSIS

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There are nearly 3 Lakh customers of landline in Lucknow in which 75% or more are of BSNL users, Reliance has introduced there the landlineservice in Lucknow before Airtel, but does not have that much marketshare than Airtel. It may have nearly 5% shares only in the city.If we talk about the all customers of tele communication we will find that

40-50% people were using landline, 30-40% people were using mobileand only 20% people were using Internet in the city.About 40% people were using both landline and mobile and 60% peoplewere using only mobile or landline.Approximately 80% people were not satisfied by these facilities, which areprovided to them, due to various reasons (billing, technical, after salesservice, connectivity, others).In case of dis-satisfaction the major part is of billing problem and about30% people were not satisfied with the billing system of BSNL,approximately 30% people were not satisfied due to connectivity problemwhich will be quit often occurring one in the BSNL landline services, about

30% customers were not satisfied because of technical problem which isquit often occurring one in the area, and 10% are not satisfied with over allservices including the poor after sales services of the BSNL.There is a strong change of growth in telecommunication section ingrowing at the rate of 20%, so it will be expected that it will be double upto 2015. In case of Lucknow it is growing at a very high rate becauseLucknow is developing and is also the Capital of Uttar Pradesh and manyconstruction works are going on. New molls and various multiplexes are tobe made.There is a bench of HIGH COURT in the city which effect business of Lucknow and there is VIDHAAN SABHA because of being the capital of the state there are lots of Ministers in the city, which also has a big effecton the business of the city.Here is the city, 55% people (app.) are using the Internet by landline, 35%by mobile and nearly 10% are using through broadband. So there is amajor area where Airtel can give a strong competition to the other companies who are offering the same facilities.Almost 10% of the total landline customers are paying more than Rs.5000/. About 25-30% are paying more than Rs. 3000/ and nearly 30-40%were paying around Rs.1500/ and the rest of the customers are payingless than Rs. 1500in the form of two months bill. Airtel has a greatopportunity here because it has the tariff plans according to thecustomers requirement.There are some government offices which are using Internet here isuniversity and many coaching institutes which are using both landline andinternet frequently and they want a very good processing and downloadingspeed. Which does the Airtel provide only currently.There are many customers who are not satisfied or happy with theservices, which the other companies are providing, and what they are

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RECOMMENDATIONS

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RECOMMENDATIONS

Proper fieldwork is to be done to know the free tags in the particular areaand all the sales officers must be properly informed about, so that they

would be able to book the connections. Proper regular training should be given to all the sales officers, to update

their knowledge about the new plans launched time-by-time. Frequency and timing of training should be increased. There should be proper Demo and Practical training, which should be

compulsory for all the sales officers. Airtel should provide clear picture before selecting a new sales officer, that

whether he/she is able to represent the plan before the customer efficiently or not.

Airtel should have the facility of on-line booking of the connection. No doubt that Airtel is the best mobile and broadband service provider in

the country due to its wide and vast network but in the case of the landlinethere is a very big competition with the oldest landline service provider company of the country, which is BSNL, having the monopoly in thelandline sector. This is only because its network in all over the country. SoAirtel have also to increase its network as soon as it can, if the companywants to capture the whole market.

Tariff structure should also be clearer so that every one could be able tounderstand their scheme and offers.

One most important thing is that company should concentrate on thebilling problem, which will put it a-side to others.

Proper advertisement has to be done to make the people to inform aboutthe companys landline service and different other plans.

Airtel should try to improve their services with time and make promisecome true.

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SWOT ANALYSIS

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SWOT ANALYSIS

STRENGTH OF THE COMPANY

TechnologicalEconomicalConnectivityAfter sales serviceFast redressal of complaints.Different value added services

WEAKNESS OF THE COMPANYSlow covering of the other areas.Lack of proper knowledge of the customer about the landline service of the company.The company has the image of mobile service provider

OPPORTUNITY OF THE COMPANYThe company can capture the complete market of the city because of itsservices to the customer.The company can become the number 1 in landline by satisfying thecustomers.The company has to concentrate on the unsatisfied customers of the other companies to capture the market.

THREATS TO THE COMPANYHeavy existing competition with BSNLNew coming competitors in the marketSlow introducing process in the new area, which may have a great effecton being the number 1.

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BIBLIOGRAPHY

SECONDARY DATA COLLECTION Company Booklet http://www.airtelworld.com/bhartiteleventures.htm http://www.airtelworld.com/upeastcircle.jsp http://www.airtelworld.com/aboutus.jsp http://www.bharti.com

PRIMARY DATA COLLECTION Many other resources like by contacting personally to the customers. The datas have been collected by the questionnaire by personally

contacting. Some datas have been collected by the personal visits along with the

sales officers of the company.
http://www.bharti.com/http://www.bharti.com/

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