Download - Airtel Ankit Proj Final

8/13/2019 Airtel Ankit Proj Final

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PROJECT REPORT

ON

THE STUDY OF CUSTOMER SATISFACTION TOWARDS AIRTEL POST-PAID

AND COMPARATIVE STUDY OF AIRTEL AND OTHE TELECOME COMPANY

For the Partial Fulfillment of the Requirement of Master of Business Administration(MBA)

Full Time (FT) (2012 - 2014)

Submitted By

Ankit saxena

MBAIII Semester

Under the guidance of

Dr.pratiyush Tripathi

(Professor)

VNS GROUP OF INSTITUTIONS; FACULTY OF MANAGEMENT

BARKATULLAHVISHWAVIDYALAYA,

2013


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ACKNOWLEDGEMENT

This summer internship project has been of great learning experience in my professional

degree which will make all the future work easy for me. For this I am always indebted to all the

people who helped me in its completion.

I am especially thankful to DEAN ACADEMICS MR.SHIRISH VERMAand my faculty guide prof.

DR.PRATIYUSH TRIPATHI or his valuable guidance, and timely help and support. He has been

given me has constant support and guidance during the course of project work and I feel

extremely fortunate to work under him.

I am very thankful to the management of BHARTI AIRTEL PVT LTD for Giving me a chance to

do my project in this esteems organization.

I am very thankful to Mr. GOURAV GOSWAMI ( TSM OF AIRTEL )who guided me &

encouraged me in the successful completion of this project and helped me throughout the

project work.


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DECLARATION

I, the undersigned hereby declare that this project report entitled THE STUDY OF

CUSTOMER SATIION TOWARDS AIRTEL POST-PAID AND COMPARATIVE

STUDY OF AIRTEL AND OTHE TELECOME COMPANY

Has been written and submitted under the guidance of Mr.GOURAV GOSWAMI (TSM

OF AIRTEL)

It is the original work and has not been copied from any other trainee for the partial

fulfillment of the requirement of a course of study.

Date : ANKIT SAXENA


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TABLE OF CONTENT

CHAPTER

NO.TITLE PAGE NO.

1. STATEMENT OF THEPROBLEM & OBJECTIVEOF THE STUDY

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2. INTRODUCTION OF THE TOPIC6-7

3. COMPANY PROFILE 8-32

4. RESEARCH METHODOLOGY&

DATA ANALYSIS & INTERPRETATION

33-47

5. FINDINGS 48

6. SUGGESTIONS 49

7. CONCLUSION 50

8. QUESTIONNAIRE &

BIBLIOGRAPHY

51-55


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STATEMENT OF THE PROBLEM

Customer satisfaction is a general problem which every organization face may be at high

extent or may be at medium extent or may at low extent.

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

Airtel post-paid, and this is affecting on the target of achievement of the companys objectives.

Survey has been conducted to know the customers satisfaction. The research conducted

was descriptive research the objectives were found out from the market by asking the customers

about their views.

OBJECTIVES OF THE STUDY

To know the customers satisfaction.

To know the customers behavior and response towards Airtel Company.

To find out the factors influencing the customers. To know the activities and facilities provided by company to satisfy customers.

To study welfare activities of the company.

To know the expectations of customers while connecting with Airtel Company.

To know how branded the Airtel is?

To give remedial measures that can be implemented by Airtel


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CHAPTERI

INTRODUCTION OF THE TOPIC

CUSTOMER SATISFACTION

Introduction:

Satisfaction is a persons feelings of pleasure or disappointment resulting from

comparing products perceived performance (or outcome) in relation to his or her expectations.

Many companies are aiming for high satisfaction because customers who are just

satisfied still find it easy suits when better offer comes along. Those who are highly satisfied aremuch less ready to switch high satisfaction or delight credits an emotional dignity with the brand,

not just a relational preference. The result is high customer loyalty. Their expectations are

influenced by their past buying experience, friends and associated advice, marketers,

competitors information and promises. If marketers raise expectations too high, the buyer is to

be disappointed.

Definition:

Satisfaction is a function of perceived performance and expectations. If the performance

falls short of the expectations the customer is satisfied. If the performance matches the

expectations the customer is satisfied. If the performance exceeds expectations the customer is

highly satisfied or delighted.

Cautions in measuring customer satisfaction:

When customer rates their satisfaction with an element of the companys performance,

the delivery company needs to recognize that how the customer defines the good delivery. This

could mean an early delivery, on time delivery, order completeness and so on. Yet the company

had to spell out every element in detail, customer would face a huge questionnaire. The company

must also realize that two customers can report being highly satisfied for different reason.

Companies should also know that mangers and sales people can manipulate their

ratings on customer satisfaction. They can be especially nice to customers just before the survey.


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Another danger is company will go out of the way to please to customer; some customers may

express high satisfaction classification (even satisfied) in order to receive more concessions.

Delivering customer value and satisfaction value chain:

The value chain as a tool for identifying ways to create more customer value, every firm

has a collection of activities that are performed to design, produce market deliver and support it

products. The value chain identifies nine strategically relevant activities. This nine value creating

activity consists of five primary activities and four support activities.

The primary activities represent the sequence of bringing materials into the business.

Converting them into final products, shipping out final products, marketing them and providing

service. The support activities procurement, technology development, human resource

management and firm infrastructure.

Valuedelivering network:

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

operations, into the value chain of its suppliers, distributors and customers. Many companies

today have partnered with specific suppliers and distributors to create a superior value delivery

network

Attracting and retaining customers:

In addition to attracting the new customers and retaining the existing customers many companies

are intent on developing stronger bonds and loyalty in the supply chain


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CHAPTERII

INTRODUCTION OF THE COMPANY

INTRODUCTION TO TELECOM INDUSTRY

The Indian Telecommunications network with 110.01 million connections is the

largest in the world and the second largest among the emerging economies of Asia. Today, it is

the fastest growing market in the world and represents unique for U.S. companies in the stagnant

global scenario. According to Broadband Policy, Government of India aims at 9 million

broadband connections and 18 million internet connections by 2012. The wireless subscriber

base jumped from 33.69 million to 62.57 million. In the last 5 years, two out of every three new

telephone subscribers were wireless subscribers. Wireless subscriber growth is expected to

bypass 2.5 million new subscribers per month by 2012. The wireless technologies currently in

use are Global System for Mobile Communications (GSM) and Code Division Multiple Access

(CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19

telecom circle and 4 metro cities, covering 2000 towns across the country.

Department of Telecommunication (DOT) under the Ministry of Telecommunication

government of India. The main aim of these telecommunication companies in India is to provide

basic telephony service to each and every Indian.

With the advent of private telecommunication companies in India, the industry witnessed

introduction of mobile telephones into the Indian market and it became popular amongst the

Indian masses. The two types of mobile phone services providers operators in the Indian market,

like the following-

Global System for mobile communications (GSM)

Code Division Multiple Access (CDMA)


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The main binding objectives for all the Tele communication companies in India are as follow:

To facility telecommunication for all

Ensuring quick availability of telephone connectivity

Achieve universal service access at affordable price covering all Indian villages, as early as

possible

Providing world class telecommunication services

Solving consumer problems, resolve disputes, and special attention to given to publish interface

To provide widest possible range of services at reasonable prices

To protect the defense and security interests of the country

THE KEY PLAYERS IN THE TELECOM MARKETING IN INDIA

1. Airtel

2. Idea

3. Reliance

4. Vodafone

5. BSNL

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Idea

The Chairman of Idea is Kumar Mangalam Birla. It is GSM mobile cellular service

.provider. It is owned by Aditya Birla group. It is the fifth largest mobile operator in India and

20th in the World. It is the Major Telecom Company in India. It was commenced in 1995 in

Maharashtra.


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Reliance

The late Dhirubhai Ambani dreant of a digital India an India where the common man would

have access to affordable means of information and communication. Reliance Communication

has a reliable, high-capacity, integrated (both wireless and wire line) and convergent (voice, dataand video) digital network. It is capable of delivering a range of services spanning the entire

infocomm (information and communication) value chain, including infrastructure and services

for enterprises as well as individuals, applications, and consulting.

Vodafone

Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 16

telecom circles in India. Despite the official name being Vodafone Essar, its products are simply

branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughout

India and is especially strong in the major metros.VodafoneEssar provides 2G services based on

900 MHz and 1800 MHz digital GSM technology, offering voice and data-services in 16 of the

country's 23 licence areas. Vodafone Essar is owned by Vodafone 52%, Essar group 33%, and

other Indian nationals, 15%

BSNL

Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation

Limited) is a public sector communications company in India. It is the India's largest

telecommunication company with 25.14% market share as on December 31, 2009. BSNL is

India's oldest and largest Communication Service Provide (CSP). Currently BSNL has a

customer base of 68.5 million (Basic & Mobile telephony).It is the 7th largest World

Telecommunications Company providing comprehensive range of telecom services in India:

Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-

VPN, VSAT, VoIP services, IN Services etc. BSNL has more than 2.5 million WLL subscribers

and 2.5 million Internet Customers.

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INTRODUCTION TO BHARTI AIRTEL

Bharti Airtel is one of India's leading private sector of telecommunications services based

on an aggregate of 66,689,943 customers as on April 30, 2009.Consisting of 64,370,434 GSM

mobile and 2,319,509 Bharti Telemedia subscribers.

The business at BhartiAirtel have been structured into three individual strategic business units

(SBU's)

Mobile services- It provides the prepaid and postpaid connection.

Telemedia serviceIt provides broadband and telephone services in 94 cities.

Enterprises services- It provides long distance services and services to corporate.

Digital TV Services- It provides Digital TV Services.

Telemedia services and enterprise group provides GSM mobile services across India in 23

telecom circles,. All these services are provided under the Airtel brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National

Stock Exchange of India Limited (NSE).

Airtelcomes to you from Bharti Tele- Ventures Limiteda part of the biggest private

integrated telecom conglomerate, Bharti Enterprises. Through customer satisfaction, Airtel has

redefined the business through marketing innovations, continuous technological up gradation ofthe network, introduction of new generation value added services and the highest standard of

customer care.

Bharti is the leading cellular service provider, with an all India footprint covering all 23

telecom circle of the country. It has over 12 million satisfied customers.


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Cellular telephony was introduced in India during the early 1990s. At that time, there were only

two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered

only postpaid services. Initially, the cellular services market registered limited growth.

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Moreover, these services were mostly restricted to the metros. Other factors such as lack

of awareness among people, lack of infrastructural facilities, low standard of living, and

government regulations were also responsible for the slow growth of cellular phone services in

India.

Although the cellular services market in India grew during the late 1990s (as the number

of players increased and tariffs and handset prices came down significantly) the growth was

rather marginal. This was because the cellular service provides offered only postpaid cellular

services, which were still perceived to be very costly as compared to landline communications.

Following this realization, the major cellular service providers in India, launched pre-

paid cellular services in the late 1990s. The main purpose of these services was to target

customers from all sections of society.

ORGANIZATIONAL HISTORY

Airtel comes to you from BhartiAirtel Limited a part of the biggest private integrated telecom

conglomerate, Bharti Enterprises established in 1976.

Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its

credit. It is one of India's leading private sector providers of

telecommunications services.

Bharti Tele- Ventures also provides telephone services and internet access over 15

circles.

The company complements its mobile broadband & telephone services with national and

international long distance services.


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Bharti created history by becoming first and only telecom operator to have an all India mobile

footprint across 23 circles. Airtel today connects India from the Indus to the Indian Ocean and

form Sabarmati to the Brahmaputra on a network of more than 14,000 base stations covering

more than 3000 towns across all the 23 telecom circles in India.

Market Leadership: Airtel has maintained its market leadership over the last 2 years by garnering

the highest share of net adds (more numbers of customers have the preferred Aitelvis a vis

other operators in the circle.)

Airtel includes innovative services like Hello Tunes, Missed call Alerts, Blackberry, Assal

Marathi, Konkani Hello Tunes, Bi lingual bills and host of other segmented products like 999

Lifetime Prepaid card etc.

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BOARD OF DIRECTORS

The Board of Directors of the Company has an optimum mix of Executive and Non-

Executive Directors, which consist of three Executive and Fifteen NonExecutive Directors.

The Chairman and Managing Directors, Mr. Sunil Bharti Mittal, is an Executive Director

and the number of Independent Directors on the Board is 50% of the total Board strength. The

independence of a Director is determined on the basis that such director does not have any

material pecuniary relationship with the Company, its promoters or its management, which may

affect the independence of the judgment of a Director.

The Board members posses requisite skills, experience and expertise required to take

decisions, which are in the best interest of the Company .

The compositions of the Board as under:

Sunil Bharti Mittal

RajanBharti Mittal

Akhil Gupta

RakeshBharti Mittal

Chua Sock Koong

N. Kumar

Kurt Hellstorm

Donald Cameron


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Paul O' Sullivan

Professor V.S. Raju

PulakChandan Prasad

Bashir Abdullah Currimjee

Gavin Darby

Syeda Imam

Ajay Lal

York Chye Chang

Paul Donovan

ORGANISATION CHART
http://www.bhartiairtel.in/index.php?eID=tx_cms_showpic&file=uploads/pics/Airtel-org-str-names-ver1.jpg&width=800m&height=600m&bodyTag=%3Cbody%20style=%22margin:0;%20background:


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STRATEGIC INTENT

To create a conglomerate of the future by bringing about "Big Transformations through

Brave Actions."

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AIRTELSTRATEGY

MANTRA: Focus on Core Competencies and outsource the rest

Innovation

Strategy

Airtel partnered with leading players in telecommunication playersacross the globe.

Airtel has managed to work with the best of domain specialists

globally and emerge as a world class entity.

Partnerships include operational contracts with vendors and strategic investors ranging from

private equity investors to global telecom giants.

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AIRTEL VALUES

Innovation

Airtel will generate and implement entrepreneurial ideas, which will continuously create

new growth engines.

Customer First

Airtel committed to deliver service beyond the expectation of the customer. Their quality

of customer responsiveness clearly differentiates them from others.

Performance Culture

Airtel benchmark their processes and performance against worldclass standards They

distinguish between performers and nonperformers by valuing achievement at the individual

as well as the team level. Airtel is a culture of inclusively where feedback, learning and ideas are

activity encouraged, sought and acted upon.

Pricing Core VASompetencies


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ACHIEVEMENTS

Firstto launch Cellular Service on November 1995

First operator to revolutionaries the concept of retailing with the inauguration of AirTel Connect

(exclusive showrooms) in 1995.

First to introduce push button phone in India.

First to expand it's network with the installation for second mobile switching centre in April,

1997 and the First to introduce the Intelligent Network Platform First to provide Roaming to its

subscribes by forming an association called World 1 Network.

First to provide roaming facility in USA. Enjoy the mobile roaming across 38 partner networks

& above 700 cities Moreover roam across international destinations in 119 countries including

USA, Canada, UKetc with 284 partner networks.BHARTI announces aggrement with VODAFONE marking the entry of the World's Largest

Telecom Operator into India.

Airtel Launches future factoryCentres of Innovation to Incubate Pioneer Mobile Applications.

It is also the first company to export its products to the USA.

Mobile phone operator, BhartiAirtel, became the first Indian telecom company to serve 50

million customers and is now the world's tenth largest wireless carrier.

At present Bhartihas 100 million subscribers according to Business India.

BhartiAirtel has achieved the distinction of becoming the fastest private telecom company in

world to achieve this landmark in a single country.

The company added the next 25 million customers in just few months. This is amongst the

fastest rate of customers additions by any telecom company in the world.

In the mobile business, BhartiAirtel plans to make considerable investments in Network

expansion to establish presence in all census towns and over 500,000 villages across India by

2012, thereby covering 95% of the country's total population. The company's strategic focus will

be on further strengthening the Airtel brand through best in class customer service, which is

backed by wide national distribution.

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REWARDS

FOR THE YEAR 20062007

BhartiAirtel draws Top Honors at the MIS Asia IT Excellence Awards 2006.

BhartiAirtel among the top 10 best performing companies in the world according to Business

Week IT 100 list.

Sunil Bharti Mittal is 'CEO of the Year' at the Frost of Sullivan Asia Pacific ICT Awards 2006

&BhartiAirtel bags 'Wireless Service Provider of the Year' and 'Competitive Service Provide of

the Year'

COMPANY PRODUCT AND SERVICES


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1. MOBILE SERVICES:

In mobile services Bharti TeleVentures basically provides facility of prepaid and

postpaid connections. In these connections they provide the facility of telecommunications using

wireless handsets. It also provides GSM mobile services across India in 23 telecom circles, whileB & T service in 94 cities.

Prepaid connections:-In prepaid connections customer has to go to any of the sales representative

of Airtel and he has to ask for a prepaid connection. Then he has to fulfill some formalities that

are:-

1.Photos.

2.Identity proof.

3.A form duly filled.

4.Amount required for the connection.

Postpaid Connections:- In postpaid connections same procedure is followed by the customer but

here customer has to go through a verification in which address proof of

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the customers are verified. This verification is conducted by the senior authorities of Airtel.

2. FIXEDLINE

In fixed line facility of telecommunication is Provided, but in fixed line customer cannot

move the electronic equipment with them and method of providing the connection is same as the

mobile services.

3. NATIONAL AND INTERNATIONAL LONG DISTANCE SERVICES:-

In this service basically firm concentrates on the long distance calls. It has own call rates

which are higher than the local call rates.


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4. INTERNET SERVICES AND NETWORK SOLUTIONS:-

In this service basically Airtel provides Internet connections to local through leased lines

or directly through mobiles. Now they have introduced broadband services which are cheaper

than the leased line connection.

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DETAIL OF MOBILE SERVICES

1.PREPAID CONECTIONS: In prepaid services customer paid the amount before using the

services. It isconvenient, affordable, and easily available. Airtel Prepaid offers the best rates and

coverage on the islands along with a wide variety of value- added services and 24 hour

Customer Care.

Total cost control:

No rentals, no bills,

Simple and instant recharge process

Balance inquiry online

Affordable rates

Available everywhere .

Airtel prepaid connection provided the following Value Added Services:

Caller Line Identification (CLI)

This feature is on Airtel Prepaid Card facilitates the display of the number that is calling

on our cellular. This facility allows no extra charges to recognize the caller.

Voice Mail


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The feature allows voice messages to be delivered to mail box in instances where we

cannot be reached, phone is switched off or miss a call. There is no rental or registration fee for

this service, however, there is a charge for listen to the messages.

Terms and Conditions of the prepaid connection:

A Provision of cellular services

The company reserves the right to change the validity period at any time, at its sole

discretion and without any notice whatsoever.

B Payments and charges

1.The actual credit/ calling value as per the Company's records and played on the Interactive Voice

Response (IVR) system of the Company, shall be treated as the correct value and be binding on

the customer. Thus, deactivation, cancellation, barring, etc. shall be carried out on the basis of

the credit as played on the said IVR system of the Company.

2.The detail of the calls made or received on the card shall not be made available to the customers. The

customer agrees that the Company need not entertain any correspondence / calls in this regard.

The customer may, however, call the company's IVR system in order to know the residual

calling value on the card.

3.Not all Value Added Services available with the Company can be made available on this connection.The company is entitled to charge, vary, add, withdraw any services and/or to vary the charges /

prices on these services at its sole discretion. All Value Added Service are chargeable services.

any service which is not initially or at any stage charged by the Company may, at the sole

discretion of the Company, be charged at any time subsequently and at the same shall be

adjusted in the calling value automatically. Each Value Added Service is to be separately applied

for.

C.Suspension and disconnection

1The Company may at any time suspend the services wholly or partially and / or disconnect any

customer equipment from the network for any reason which is found to be reasonable by the

Company including any of the following circumstances.


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During technical failure, modification, repair or testing of the network.

Expiry of validity period and grace period, if any, and as specified by the Company from time to

time.

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Depletion of calling value as per Company records, such that no more calls are possible.

2.If the customer equipment or SIM card is lost or stolen the Company will not be in a

position to take any action, or to be held liable for any make good.

3.The SIM card and the cellular number are and shall always be the sole property of the Company and

shall be returned by the customer upon termination and / or deactivation or temporary suspension

of services. The customer shall have no right to the same, at any point, for any reason

whatsoever.

D Safe custody

1.The customer must ensure the safe keeping of the card, original receipt of purchase, and any other

important documents, as these might be required from time to time under different circumstances

during interface with the Company.

2.In case of lost / stolen / misplace card etc., the entire reliability of the lost / misplace etc, will be borne

by the customer. No credit shall be given on the available balance of the lost / misplace card etc.,

to the customer.

EIllegal usage

The customer shall not use the services for any unlawful or abusive purpose, or for sending

obscene, indecent, threatening, harassing, unsolicited message or messages affecting / infringing

upon national or social interests, not create any damage or risk to the Company or its network or

customers or any other person, natural or legal whomsoever.


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FEATURES OF THE AIRTEL PREPAID CONNECTION:

Total Cost Control

Pre activated STD/ISD without deposits or rentals

Strong Network coverage.

Instant Balance and Validity Enquiry

Recharge your Airtel Prepaid

Prepaid Roaming

More with Airtel Prepaid

Reach us Anytime Anywhere

1.Total Cost Control


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Airtel Prepaid provide total cost control because there is no more rentals or deposits

simply recharge as much customer need to from as low Rs 10 to high Rs 10000.

2. Pre activated STD/ISD without deposits or rentals

Customer can now enjoy a pre activated STD / ISD on their Airtel Prepaid. No more

paying deposits or having a minimum balance in their account to make an STD / ISD call.

3. Strong Network Coverage

Customer can enjoy complete clarity throughout the world with best technology and

unbreakable network coverage .

4. Instant Balance and Validity Enquiry:

Account balance is update on the screen of customer handset at the end of each

chargeable call. Customer can also call 123 from their mobile phone and listen to the voice

announcement or simply *123#, press 'OK' or 'YES' button and their account balance will be

displayed on the screen of your handset.

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5. Recharge Airtel Prepaid:

Recharging is easy customer can choose the Airtel Prepaid Recharge coupon that's right

for them from a variety of tailor made recharge coupons with different denominations, which

are available at a number of outlets across the city.

Follow the procedure mentioned below for recharge:

1.Gently scratch the silver panel on the reverse of the recharge card for a 16 digit number.

2.Call '123' and choose preferred language.

3.Follow the voice announcement and enter the 16digit recharge number, when requested.

Your prepaid account will be automatically recharged by the calling value amount and validity of

your coupon.


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More Recharge options:

Flexible recharge voucher

This unique recharge voucher gives the option to choose between validity or talk time as

per need.

EasyRecharge

Recharge Airtel Prepaid Card electronically with value that suits, starting from Rs. 10 till

Rs. 10,000. Customer can also recharge their Airtel Prepaid while roaming anywhere in the

country.

24hour Recharge via ATM

Recharge Airtel prepaid roundtheclock at the nearest ATM. Insert the ATM card and

enter ATM PIN number. Select 'Mobile Recharge / Bill Pay' from the main menu and follow the

prompts to recharge prepaid. This recharge option is available with all leading banks.

Internet Recharge

Customer may log on to the Internet banking website of bank select the prepaid recharge

option to recharge their Airtel prepaid. Many leading banks provide Internet based recharging.

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6. PrepaidRoaming

Airtel Prepaid comes preactivated with 'National Roaming', so connected no matter.Customer can also send or receive MMS, check your email and access other GPRS services

while roaming in India as you would in own city. While traveling aboard customer can receive

calls & send or receive SMS.


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7. More with Airtel Prepaid

Airtel brings a wide range of Services that will change the way to communicate. Try

them and discover a whole new world of fun and excitement.

Call management Services

Call waiting, call hold, call divert and Caller Line Identification Presentation all with

Aitel prepaid connection.

Voice Mail

When handset is switched off, or customer too busy to answer the phone, Airtel

Voicemail will answer calls and record a message. The best part is that there's no extra monthly

cost for setting up Voicemail customer just pay for the phone call when they use the service.

SMS (Short Messaging Service)

Customer can send messages quickly and easily using text, if it's too noisy talk or don't

have much time. It's the way to share those interesting oneliners, important reminders and rib

tickling jokes, with anyone, anytime, anywhere in the world.

Subscription Alerts

To get regular alerts on news, jokes, business, health and films on Airtel mobile phone

with Subscription Services. SMS to 3333 for News, for Jokes, for Business News, for sports Alerts & for Vaastu

tips.

MMS (multimedia Messaging Service):

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If the customers wants to jazz up messages with pictures, images and video clippings,

with MMS from Airtel. To activate MMS on phone, SMS 'MMS' to 56465 and save service

settings.

Airtel Live

Through Airtel Live Airtel brings the latest in entertainment and information services,

right on phone.


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Airtel Live WAP Services:

To Downloads the latest ring tones, games, wallpapers, videos and much more. Customer

can also get news clips, watch live TV and downloads full songs on phone. SMS 'Live' to 56465

and save the settings that as receive as preferred connection.Airtel Live Voice Services:

Just Dial 56465, and name the service. For e.g. say ring tones to downloads your favorite

ting tones. Customer can also choose a variety of content option like Live Cricket Commentary,

latest National / International News, Movie Reviews or Stock Market Updates.

Airtel Live SMS Services:

Customer can enjoy a host of services by sending a keyboard as an SMS to 56465 Choose

Astrology/ Horoscope, Cricket, Bollywood / Hollywood / Indi Pop Ting tones.

8. Reach Anytime Anywhere

If customer need assistance, dial '121' Airtel toll free number, accessible from

anywhere in the country, even while roaming. Customer can also send an SMS to 121 or mail at

121 @aitelindia.com. *In case of email, mention mobile no. like, 9810012345, in the subject of

the mail for a quicker response.

POSTPAID PLANS

As an Airtel Post Paid customer can enjoy the following facilities

1.Easy Billing

Customer canenjoy the Luxury of viewing details of their last 3 bills cycles and the easily

convenience of paying Airtel bill online.

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2.Call Divert, Call Hold and Call Wait

This is a availability of special services like call waiting , call hold and call divert all with

Airtel postpaid connection.

3.Short Messaging Services (SMS)


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With Airtel's Postpaid services Short Messaging Service (SMS), send unlimited messages

and jokes to friends and colleagues, anytime

4.Caller Identification

Call identification gives the power to know the phone number of the calling party even

before answer the call, thus giving the choice to either reject or take the call. It provides the

added advantage of saving the incoming number directly in the Handset Phone Book. So that the

next time want to call the same person, don't need to retype his number, simply use phone book.

5.Voice Mail

Voice Mail is lets to receive messages even when handset is Switched off or when

customer are outside the coverage area. Voice Mail can store up to 15 messages, with each

message of oneminute duration.

6.STD/ISD Facility

Airtel Postpaid STD/ISD facility allows to make long distance calls in India and

Overseas from cellular phone.

7.Roaming (national and International)

Airtel's Roaming service allows to use mobile phone to make or receive calls from almost

anywhere in India and abroad. Enjoy roaming within the country as well as across international

destinations.


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COMPRATIV STUDY OF AIRTEL AND OTHER

TELECOM COMPANY


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MARKET COMPITITORS (IN SHARES)

MARKET HOLD OF AIRTEL


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CHAPTER -II

RESEARCH METHODOLOGY

The data was collected through survey. The information was collected directly fromrespondents. The survey was done by personal interview, where the information was collected

directly from respondents in face-to-face situation.

The measurement technique used was a questionnaire.

Questionnaire was used as a formalized instrument would give the respondents and the

researchers a fixed pattern to conduct a survey. The questionnaire was structured, as it would

provide better means of recording the information.

SAMPE SIZE

The sample chosen contained 50 respondents. This number was chosen taking into

consideration on the time limit and inadequacy of manpower for the survey. This population is

from Bhopal

SAMPLING METHOD

The sampling method chosen is non probability in this survey it was judgmental

sampling. As the sampling unit was selected according to the researchers judgment of income.

The respondents were interviewed in their work areas such as office, hospital, home,

school, and college.


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ANALYSIS AND INTERPRETATION

Q.1 AIRTELS

SIGNAL?OPTIONS NO.OF RESPONDENT %YES 35 70

NO 15 30

INTERPRTATION:-

Almost 70% of the customers feel that airtel signal is good.

70%

30%

AIRTELs signal

YES NO


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Q.2 CUSTOMER CARE SERVICES OF AIRTEL?

OPTIONS NO.OF RESPONDENT %SATISFIED 25 50

NOT SATISFIED 10 20

NEVER USED 15 30

INTERPRTATION:-

Almost 50% of the customer feel that the customer care services is satiesfied some

loopholes are there in some services of airtel.

50%

20%

30%

customer care services of Airtel

SATIESFIED NOT SATIESFIED NEVER USED


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Q.3CUSTOMER CARE EMPLOYEES RESPOND OF AIRTEL?

OPTIONS NO.OF RESPONDENT %

GOOD RESPONSE 15 30BAD RESPONSE

10 20NEVER USED 25 50

INTERPRTATION:-

Almost 50% of customer are satisfied with customer care employees respond .and rest of

the customer will not satisfied with customer care employees respond it is major

loopholes are there in some services of airtel.

30%

20%

50%

CUSTOMER CARE EMPLOYEES

RESPOND OF AIRTEL

GOOD RESPONSE BAD RESPONSE NEVER USED


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Q.4 INTERNET SERVICES

OPTIONS NO.OF RESPONDENT %YES 25 50

NO 25 50

INTERPRETATION:- Almost50% of customers are not happy with internet services

of airtel.

50%50%

INTERNET SERVICES

YES NO


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Q.5 OFFERS USING OF AIRTEL?


YES 30 70

NO 20 30

INTERPRTATION:-

Almost 70% of customers a happy with offers using of airtel.

30S%

70%

OFFERS USING OF AIRTEL

YES NO


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Q.6 POSTPAID USERS OF AIRTEL?

OPTIONS NO.OF RESPONDENT %YES 20 30

NO 30 70

INTERPRTATION:- only 30% customers prefer post-paid services and rest 70%

Prefer pre-paid services of airtel.

30%

70%

POSTPAID USERS OF AIRTEL

YES NO


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Q.7 POSTPAID PLAN?


YES 10 20

NO 40 80

INTERPRTATION:- 20% airtel customers are satisfied with post-paid plans but 80%

customers are not satisfied with this plan.

20%

80%

POSTPAID PLAN

YES NO


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Q.8 FAVORED TELECOM COMPANY?


AIRTEL 25 50

IDEA 5 10

VODAFONE 15 30

RELIANCE 5 10

INTERPRTATION:- 50% people like airtel and they like to use airtel plans,10% people like

Idea whereas 30%people like Vodafone and rest 10% people like Reliance. Airtel company

captures 50% market.

50%

10%

30%

10%

FAVORED TELECOM COMPANY

AIRTEL IDEA VODAFONE RELAINCE


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Q.9 PRODUCT OFFERD BY AIRTEL?


YES 45 90

NO 5 10

INTERPRTATION:- 90% people interested in product offered by airtel. And rest of the people

not interested in that product.

90%

10%

PRODUCT OFFERD BY AIRTEL

YES NO


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Q.10 POSTPAID PLAN OF AIRTEL?


EASY TO PAY 10 20

RESONABLE

CHARGES OF PLANS

20 40

SATISFIED YOUR

NEED

20 40

INTERPRTATION:- 40% people think that airtel post-paid plan is easy to pay and they like to

use airtelpost-paid plans,40% people think that airtel post-paid plan charges is reasonable

Iwhereas 20% people think that post-paid plans satisfied there need.

20%

40%

40%

POSTPAID PLAN OF AIRTELEASY TO PAY RESONABLE CHARGES OF PLANS SATISFIED YOUR NEED


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Q.11 USING AIRTEL SERVICES?


LESS THEN -1MONTH

20 40

2-6 MONTHS 5 10

6-12 MONTHS 5 10

MORE THEN -1 YEAR 20 40

INTERPRTATION:- 40% customer use airtel services less than 1 month and they like to use

airtel plans,10% customer use airtel services 2-6 months. whereas 10% customer use airtel

services 6-12 months and rest 40% customer use airtel services more than 1 year.

40%

10%10%

40%

USING AIRTEL SERVICES

LESS THEN -1 MONTH 2-6 MONTHS

6-12 MONTHS MORE THEN -1 YEAR


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Q.12 MOST GROWING TELECOM COMPANY?


AIRTEL 15 50

IDEA 10 20VODAFONE 5 10

RELAINCE 10 15

OTHER 5 5

INTERPRTATION:- 50% people think that airtel is most growing telecom company and they

like to use airtel services,20% people think that Idea is a 2nd

most growing company whereas

10%people think that Vodafone is the growing telecom company. And rest 15% people think

that Reliance is growing telecom company and 5% people think that other telecom companies is

growing telecom company. Airtel company captures 50% market.

50%

20%

10%

15%

5%

MOST GROWING TELECOM

COMPANY

AIRTEL IDEA VODAFONE RELAINCE OTHER


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Q.13 SATISFIED WITH OUR COMPANY OVERALL?


SATISFIED 30 70

DISSATIESDFIE 15 25

PARTLY SATIESFIED 5 5

INTERPRTATION: - 70% customers are satisfied with airtel company overall. 25% customers

dissatisfied with company overall. And rest 5% customers are partly satisfied with company

overall.

70%

25%

5%

SATISFIED WITH OUR COMPANY

OVERALL

SATISFIED DISSATIESDFIE PARTLY SATIESFIED


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Q.14 SERVICES DO YOU USE OF AIRTEL?

OPTIONS NO.OF RESPONDENT %PRE -PAID 40 80

POST -PAID 10 20

INTERPRTATION:- 80% people use airtel pre-paid connections and 20% people use airtel

post-paid connections.

80%

20%

SERVICES DO YOU USE OF AIRTEL

PRE -PAID POST -PAID


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Q.15 AIRTEL IS BETTER THAN ANY OTHER CONNECTIONS?


YES 40 90

NO 10 10

INTERPRTATION:- 90% people think that airtel is better than other connections. and 10%

people think that other company is better than airtel.

90%

10%

AIRTEL IS BETTER THAN ANY OTHER

CONNECTIONS

YES NO


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FINDINGS

1. By the survey it is found that the main reason of brand loyalty of Airtel is because of its

network.

2. Customers feel that Airtel is a royal SIM and a genuine product hence worth buying. The

second reason is the quick service helpline and which are open for 24hours/day. Then

thirdly, air is providing attractive tariff plans.

3. 27% of the customers have newly got connected to Airtel and 73% are using air from

long ago.

4.

Out of the total customers using Airtel 20% of them believe it to be good, 27% as betterand 53% as best.

5. As per facilities is concerned, calls incoming-100% customers are satisfied, calls

outgoing-66% are satisfied, for internet services 23% are satisfied and 42% are satisfied

with MMS.

6. 12% customers strongly believe that they are communicated through postal services, 9%

customers believe as internet, 46% customers by sending SMS and then 33% through call

up.

7. In response to the perception towards Airtel 92% customers are proud, 8% are not

proud.


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SUGGESTION TO BHARTI AIRTEL LTD.

1. The recharge rate to pre paid is very high as compared to other companies i.e. the rent

is deducted to a high extent so, it must be reduced.

2. Most of the customers found that the call rate is very high and must be reduced.

3. Increase discounts and extend time limit.

4. Needs to provide immediate response regarding easy recharge on prepaid connection.

5. In the application form before the SIM is provided, it must have working hours to be

mentioned between which the call ups must not be done by Airtel to the specified

customer.


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CONCLUSION

Bharti Airtel provides telecommunication services primarily to corporate, and small and

medium scale enterprises in India. It offers global system for mobile communication (GSM)

services, broadband and telephone services, national and international long distance services, and

enterprise services. Airtel has best network and coverage compared to other companies. Most of

the people have ranked top to this company. The service provided by Airtel is satisfactory.


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CHAPTER-IV

ANNEXURE & BIBLIOGRAPHY

1. QUESTIONNAIRE

2. BIBLIOGRAPHY


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QUESTIONNAIRE

AIRTEL -- CUSTOMER SATISFACTION TOWARDS AIRTEL POSTPAID

AND COMPARATIVE STUDY OF AIRTEL AND OTHER TELECOM

COMPANY

1.Name:

2. Sex : Female Male

3. Age : 15-25 25-35 35-45 45-55 55-65 Above 65

Address: _____________________________________________________

_____________________________________________________________

4. Profession: student Business Pvt.employee Gvt.employee

others

Q.1 Is AIRTELs signal at your area is good?

(1)Yes

(2)No

Q.2 Are you satisfied with our customer care services?

(1)Satisfied

(2) Not satisfied

(3) Never used

Q.3 Does our customer care employees respond well for your questions ?

(1) Good response

(2) Bad response

(3) Never used


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Q.4 Do you use Internet services?

(1)Yes(2)No

Q.5 Are you using any offers of airtel?

(1)Yes(2)No

Q.6 Are you currently post-paid user?

(1)Yes

(2)No

Q7. Are you currently postpaid user?

(3)Yes

(4)No

Q.8 which one is your favored Telecom Company?

(1)Airtel

(2)Idea

(3)Vodafone(4)Reliance

Q.9 Are you interested in the products offered by Airtel?

(1)Yes(2)No

Q.10What is your main concern while taking postpaid plan of Airtel?

(1)Easy to pay

(2)Reasonable charges of plans(3)Satisfied your need

Q.11 Since how long you are using Airtel services?

(1)Less than 1 month

(2)2-6 months(3)6-12 months

(4)More than 1 year


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Q .12 According to you which is the most growing Telecom company?

(1)Airtel

(2)Idea(3)Vodafone

(4)Reliance

(5)Others

Q.13 How satisfied are you with our company overall?

(1)Satisfied

(2)Dissatisfied

(3)Partly satisfied

Q.14 which of the following services do you use of Airtel?

(1)Pre-paid(2).Post-paid

Q.15 Do You thinks that services have improved after allowing private players in telecomsectors?

(1)Yes

(2)No


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BIBLIOGRAPHYS

MARKETING MANAGEMENT-

(PHILIP KOTLER)

COMPANY MANUALS

COMPANY REPORT

INTERNET-www.airtelworld.co.in

Download - Airtel Ankit Proj Final

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