jalpa dave t.y.b.b.a

Prepared byJalpa H. Dave

T.Y.B.B.A.Roll No.: 36

Seat No.:Academic Year: 2004-2005

CollegeKundaliya College, Rajkot

Submitted toSaurashtra University

Guided byMs. Swati Doshi

Ms. Chitra Dhandhal

DeclarationI, undersigned Imrankhan A. Hothiyani, a

student of T.Y.B.B.A. hereby declare that the project work presented in this project report is my own work and has been carried out under the supervision of Professor Swati Doshi & Professor Chitra Dhandhal of Christ College, Rajkot.

This work has not been previously submitted to any other University for any examination.

Date:

Place: Rajkot

---------------------------(Imrankhan A. Hothiyani)

Peeaar Graphics (2455837)2

Acknowledgement"Everybody lives and acts partly according to

his own, partly according to other people's ideas"."

- Leo Tolstoy

The project report carried out by me would not have been successful without the combined efforts of all my teachers and well-wishers.

I am especially thankful to Mr. Prabhat Pani, Chief Executive Officer - Gujarat, Bharti Cellular Limited and all the employees of AIRTEL, Rajkot for their willing co-operation.

I would particularly like to express my deep sense of gratitude to the Principal Rev. Father George Thomas for the never-ending support he provides to the students.

I am also thankful to my project guide Professor Swati Doshi & Professor Chitra Dhandhal for the constant guidance and motivation I received from her.

Lastly, I would like to acknowledge my family members and friends, as without their blessings and co-operation this project work would have been a dream.


---------------------------(Imrankhan A. Hothiyani)

PrefaceLife is a series of experience, each one of

which makes us bigger- Henry Ford

The practical training has enriched my student life as a B.B.A. student.

A BBA study is a bridge between the world of business education and management and the world of practice. This helps the student to move over to the professional life with facility. "Learning is born out of experience and observation'. Learning is most effective when put into practice. The management students can perform better in an organisation because of their familiarity with various techniques of management, compared to those who merely obtain theoretical knowledge.

The practical training is an essential feature of business studies. The current rapidly changing businesses demand for dynamic youths and personnel.


During the academic year 2002-2003, I have undergone marketing research training at Airtel, Rajkot. This training has helped me to accomplish my dream of working with a multinational business unit.

It is a matter of pride for me to explain this project work where in I have put my sincerest efforts.

ContentsSr. Particulars Page No.1. General Information 8-192. Service Marketing 20-543. Survey on Consumer

Satisfaction55-70

4. Limitations of Study 715. SWOT Analysis 726. Conclusion 737. Suggestions 748. Bibliography 75


General InformationSr. Particulars Page No.1. About Bharti Televentures 10-112. About Airtel 12-143. Launching of Airtel in Gujarat 154. Airtel to revolutionize the

mobile category16

5. Bharti launched Airtel India's most advanced mobile service

17-18

6. Privacy Policy 19


About Bharti TeleventuresBharti Tele-Ventures is India's leading

private sector provider of telecommunications services based on an aggregate of approximately 1,932,000 customers comprising of mobile, fixed-line and Internet customers, as of June 30, 2002. Of these, 1,607,000 are mobile customers. The company also provides VSAT, Internet and broadband network solutions. In addition, it offers national long distance services by providing data transmission services and voice transmission services.

Bharti Tele-Ventures plans to widen its range of telecommunication services by providing international bandwidth access and international voice services. The company seeks to capitalize on the growth opportunities that it believes are available in the Indian telecommunications market and consolidate its position to be an integrated telecommunications service provider in key markets in India, with a focus on providing


mobile services.

Bharti Tele-Ventures is a holding company and its operations are segmented into four divisions, operated by wholly owned subsidiaries: Mobile - Bharti Cellular, Access - Bharti Telenet, Long Distance - Bharti Telesonic, Broadband Solutions - Bharti Broadband Networks.

The Company today offers mobile services in Fifteen out of 22 circles in India. As of June 30, 2002, approximately 93% of India's total number of mobile subscribers resided in BTVL's existing and proposed mobile circles, according to COAI reports.

Bharti Tele-Ventures was the first private sector operator to provide fixed-line services in India when it commenced providing services in the Madhya Pradesh & Chattisgarh circle in June 1998. BTVL recently launched its fixed-line services in the license areas of Haryana, Delhi, Tamil Nadu and Karnataka and thus became the first private sector service provider to provide fixed-line services in all its remaining licensed areas.

Bharti Tele-Ventures has always believed in creating strong partnerships with its joint


venture partners. Today, Singtel and War burg Pincus are its leading partners. The other partners include leading international financial investors such as International Finance Corporation, Asian Infrastructure Fund Group and New York Life Insurance.

About AirtelAirtel ……….. A vibrant new World of

unlimited opportunities, where "Air' symbolized a word of unlimited freedom to think …………. to dream & to achieve, where "Tel' connotes new innovative yet simple ways to communicate spontaneously, not just through words but through ideas, emotions and feelings. Together they represent a sensitive contemporary confident symbol for those who believe in true leadership.

Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises.


Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); War burg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA.

Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA.

Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros. It has over one million satisfied customers.

AwardsPeeaar Graphics (2455837)10

Consecutively for four years 1997, 1998, 1999 and 2000, Airtel has been voted as the Best Cellular Service in the country and won the coveted Techies award.

The Asia Pacific Award for the Most Innovative HR practices-2000 The Golden Peacock National Training Award for excellence in Training practices-2000 The Golden Peacock National Quality Award-2001.

Vision

"To make mobile communications a way of life and be the customers' first choice."

Mission

We will meet the mobile communication needs of our customers through:

Error- free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions


Launching of Airtel in Gujarat

Ahmedabad, August 5, 2002: Bharti Cellular Limited, a subsidiary of Bharti Tele-Ventures, India's leading telecom conglomerate, today announced the launch of Airtel mobile services in Gujarat.

Speaking on the occasion Mr Sunil Bharti Mittal, Chairman and Group Managing Director, Bharti Enterprises said "It is my proud privilege


to bring Airtel to Gujarat. Today we bring to Gujarat a world-class network and a slew of unique benefits for the first time in India that only a true pan-India mobile player can offer."

Mr Sanjay Kapoor, Executive Director, Bharti Cellular Limited said, "Airtel's entry in Gujarat is a defining event which brings to our customers a bouquet of unique benefits. We are sure our service offerings will further stimulate growth and enhance the quality standards of mobile services in Gujarat."

Airtel To RevolutionizeThe Mobile Category

Mr Prabhat Pani, Chief Executive Officer - Gujarat, Bharti Cellular Limited, said, "Airtel is set to redefine the existing benchmarks of the mobile category in Gujarat. We will bring to Gujarat customers the same unmatched


network quality and outstanding value that has made Airtel the preferred choice of lakhs of customers across the country."

Bharti Launches Airtel India's Most Advanced

Mobile Service Introduces in Gujarat a slew of never-

before

benefits for the first time leveraging

Bharti's pan-India footprint


• Launches first 1800 MHz GSM mobile service in Gujarat

• Launches 30-Second Pulse

•Introduces never-before benefits for the first time in India that leverage Bharti's national footprint-No Roaming charges on Airtel networks across the country

-Incoming calls free from any mobile across India for a fixed monthly rental

- Free Airtime on 1 international, 1 national and 1 local number without any monthly charges

• Creates Outstanding Value for Customers-Innovative Tariff Plan, Airtel Dream-The more you talk, the less you pay

-Airtel Delight Plan - Airtime on all incoming calls free for a flat monthly charge

-Airtel Paradise Plan - Airtime on both incoming and outgoing calls free

-Free Airtime packages at night

- Free SMS and Voice Mail for 3 months


• Delivers enhanced Customer Care through 45 Airtel exclusive one-stop mobile shops

•Launches Airtel Magic - India's largest selling Prepaid card with Full two-way Roaming across Western India on Pre-paid cards

Privacy Policy


Airtel values the privacy of information pertaining to its associates. We do not use or disclose information about your individual visits to our portal or information that you may give us, such as your name, address, email address or telephone number, to any outside sources.

We will not use information about you without your permission and will provide the means for you to manage and control the information that you have provided. We will enable you to communicate your privacy concerns to us and that we will respond to them appropriately. We do not disclose any personal information to advertisers and for other marketing and promotional purposes that could be used to personally identify you, such as your password, credit card number and bank account number. The credit card transaction information is protected by the industry standard Secure Socket Layer (SSL).


Service MarketingSr. Particulars Page No.1. Service marketing mix 222. Product V/s. Service marketing 233. Nature & role of service

marketing24

4. Marketing yesterday & today 25-265. Views on yesterday & today's

marketing27-28

6. Marketing yesterday & today in chart form

29-31

7. Change in philosophy of marketing

32

8. Airtel's most advanced network

33-37

9. Wide range of value added services

38

10. Airtel – Rajkot Zone 3911. Airtel magic guide 40-4212. Airtel magic tariff 43-4413. Welcome to Airtel magic 4514. Airtel services 46-4915. Coverage 5016. Frequently Asked Questions 51-5217. Magic Help line 5318. Value added services in magic 54


Service Marketing MixThe difference between marketing goods

and marketing services becomes more noticeable at the tactical level. This occurs primarily because as marketing moves towards tactical level. This occurs primarily because as marketing moves towards tactical issues then it also moves closer to, and, must be more tailored to the distinguishing features of specific products and markets. In the context of the marketing mix, this suggests that in the case of services, the composition of that mix and the management of its elements can be quite distinctive. Thus, we find that the applicability of the traditional 4 P's in the case of service marketing has been extensively questioned.

The service marketing mix should include a fifth "P' namely "people' to acknowledge the important role played by individuals in the provision of services. This additional element incorporates not just personnel involved in direct communication with customers; it also includes operational personnel and the customer group.

Therefore, the five P's of service marketing mix are "Product, Price, Promotion, Place & People'.


Product V/s. Service Marketing

In manufacturing, the marketing function plays an important role in the identification of customers need. Here customer needs are identified and product development before the production. Production precedes demand stimulation, which precedes consumption. The postproduction refer include creating brand awareness, including brand trial, demonstrating brand benefits and building brand preference. Customers assess the brands promised benefits during consumption, strengthening or weakening brand preference accordingly.


Nature & Role of Service Marketing

Although both services marketing and goods marketing start with the critical need identification and product design functions, goods generally are produced before it is sold and services generally are sold before it is produced. Moreover, service marketing has more limited influence on customers before the purchase than goods marketing.

Normally, the customers must experience the intangible service to really know it. Intangibility makes more difficult for customers to imagine and desire than goods. Customer's perception of risk tends to be high for services because services cannot be touched, smelled, tasted or tried before purchase.


MarketingYesterday & Today

The word marketing was spelled out in a different sense few years back. Then, it was understood as restricted to mere selling of goods and services. The motive of the profit-oriented firms was to earn profit through higher sales volume for which aggressive selling techniques were essential. It was the sellers market where in goods were sold with least regard to its quality, value, etc.

But today, the definition of marketing has been changed. The marketing activities of an organisation start before the product is produced and continues ever after the product is sold. In the buyers market of recent times the sharpest weapon that a company can develop in a globalised marketing place is the value creation and delivery. The product and demanding customer of today brings before


corporates a critical fact, when the customer is jury, it is the value generation for the customer that will separate the victor from the vanquished. The value of customer service cascades all over the company. The aim of customer focus is not just satisfaction but delight.

"Satisfaction suffice but delight dazzles'

Moreover the marketing activities of a firm are not just limited to profit through customer satisfaction, but it also includes the concept of socially responsible marketing. Today, in order to create a responsible and caring image of a company, it needs to carry out various social activities.

Therefore, the modern marketing concept aims at delighting the customer by meeting his requirements and therefore earns profit and fulfills the social responsibilities.


Views on Yesterday & Today's Marketing

Traditional Views

Definitions

"Marketing comprises both buying and selling activities."

Pyle.

"It is an economic process by means of which goods and services are exchanged and their values determined in terms of money price."

Edward David.

We can conclude that:


(1) The traditional concept lays emphasis on the production or sale and purchase of goods and services.

(2) Almost all the authorities belonging to the group have neglected a key ingredient like after sales service.

(3) The traditional thoughts are "Product-Oriented"

(4) None of the traditional experts have given any importance to the social responsibility or accounting.

(5) They have confined the functional areas of marketing only to the limit of transfer of goods and services or exchange of ownership.

Modern Views

Definitions

"Marketing is the creation and delivery of a standard of living."

Malcom Mcnair & Paul

"Marketing is the process of discovering and translating consumer needs and wants into product and services specification, creating demand for the product and services and then in turn expanding their demand."

Hansen

We conclude that:Peeaar Graphics (2455837)25

(1) Marketing is a means to make profitable sale.

(2) It is medium to satisfy consumer needs.(3) It is a chain of processes backed by

creative thinking.(4) Everything the business does is marketing.(5) Marketing is the creation and delivery of

standard of living.(6) Marketing is a response to consumer

demand.(7) Marketing is a set of human activities.

Marketing Yesterday & Today in Chart FormMarketing as an equal function


Personnel Finance

MarketingPromotion

Marketing Personnel

Finance

Promotion

Marketing as an important function

Marketing as a major function


Personnel Finance

Marketing

Promotion

Customer as the controlling function & marketing as the intelligence function

Customer as a controlling function


Personnel Finance

Marketing

Cu

Customer

Personnel Finance

Customer

Marketing Promotion

Change in philosophy of marketing

Particulars

Old Philosoph

y

New Philosoph

yStrategic

Philosophy

Era Pre 1960 1960 - 1990 Post 1990

Focus Product CustomerWay of doing

business

Mean Hard Selling

Integrated Marketing

Mix

Knowledge and

ExperienceEnds Profits Value Mutually


beneficial relationship

s

Marketing SellingRecognize

d as an important function

Everything

Airtel's Most Advanced Network


Airtel, which will be operating on 1800 MHz with over 220 cell sites, will bring to Gujarat an unmatched network quality. The network is riding on the state-of-the-art Mobile Switching Centre from Siemens and Radio network from Motorola, and an Intelligent Network platform from Siemens. The Mobile Switching Centre has a superior processor to handle calls, reduce network congestion, enable better call completion rate and increase efficiency.

The network is equipped with "Enhanced Full Rate" capabilities to provide distinctively superior voice quality to all its customers.

Airtel’s Intelligent Network will bring to Gujarat a superior Pre-paid product along with a host of value-added services.

30-Second Pulse

Based on strong customer feedback, Airtel launches with a 30-second pulse in Gujarat. This will ensure that the customer does not get billed for 60 seconds when his call is less than or equal to 30 seconds. Whatever be the call length, customers are assured of significant savings.


Introduces never-before benefits for the first time in India that leverage Bharti’s national

footprint

Customers can now carry their Gujarat rate plan and roam without paying roaming charges on all Airtel networks across the country (the standard STD charges would continue to be applicable). This service will be available in all Airtel networks except Chennai, Kolkata, Andhra Pradesh and Karnataka where it will be rolled out shortly.

Airtel now makes all incoming calls from any mobile across the country absolutely free for one month and thereafter for a fixed monthly rental (provided customers are on their home network in Gujarat when they receive them).

Airtel makes keeping in touch with friends and family effortless by giving free airtime on all outgoing calls on 1 international, 1 national & 1 local number of choice without any monthly charge (only PSTN / STD / ISD charges would be applicable).

Outstanding Value to Customers


Airtel brings to the customers of Gujarat a unique plan - Airtel Dream where the airtime rate keeps reducing with increasing usage. Moreover, the customer does not have to commit airtime in advance to avail this benefit.

Airtel also introduces two plans meant for high-end users: Airtel Delight Plan - where customers can get all incoming calls free for a flat monthly charge and Airtel Paradise Plan - whereby customers can talk as much as they want with free airtime on both incoming and outgoing calls for a flat monthly charge.

Airtel gives to all its post-paid subscribers in Gujarat 32K SIM, a card with larger memory that allows storage of 250 telephone numbers in the phone book and 30 messages in the inbox. It offers a menu-driven browser that lets customers use SMS-based applications without needing to remember complicated keywords.

Airtel offers simple and convenient access to information and shopping through its Shopping Junction and Info Junction service. Customers can: -

Dial 600 for Shopping Junction and order food, book movie tickets, book airline tickets or arrange delivery of flowers.

- Dial 601 for Info Junction for the latest in news,


cricket, stocks, astrology and lots more.

•Airtel brings to Gujarat a special introductory offer of free SMS & free Voice Mail for 3 months, to let customers experience the complete benefits of mobile telephony.

Enhanced Customer Care through 45 Airtel exclusive one stop mobile shops

Airtel brings to Gujarat 45 Airtel exclusive one stop mobile shops. Here, customers can avail of all the services including purchase a mobile phone, get a new connection, subscribe to value-added services, pay bills and resolve any other queries.

Airtel offers 24-hours Customer care through its Customer Care Call centre, front-ended by a robust Per phonics IVR, which allows customers to solve over 50% of their queries themselves without having to wait for manual assistance.


Airtel is supported by state-of-the-art technology. The Oracle e CRM provides a uniform & consistent experience to the customers irrespective of the interface (Voice, fax, e-mail, SMS, face-to-face) they choose. Kenan, one of the top billing systems in the world, gives the assurance of bills that are accurate and easy to understand.

Launches Airtel Magic - India’s largest selling Prepaid card

Simple, convenient and affordable way to go mobile

•Offers potential customers a low-cost entry to the mobile category. Every card comes with an introductory offer of free talk time and getting back their activation charge over a period of 6 months.

•Introduces a simple tariff plan with same rates for incoming and outgoing calls

•Launches for the first time reduced rates at night.

30-Second Pulse•

Airtel ensures that the customer does not get billed for 60 seconds when his call is less than or equal to 30 seconds. Considering almost 50% of


all calls are under 30-seconds, customers can look forward to significant savings.

Airtel Magic introduces for the first time in India "Full Roaming"(two-way) on Pre-paid cards across Western India (Gujarat, Maharashtra, Goa, Mumbai, Madhya Pradesh and Chattisgarh)

•Not just receive from, but also make calls to anywhere in Western India

• Recharge from anywhere in Western India (Gujarat, Maharashtra, Goa, Mumbai, Madhya Pradesh and Chattisgarh)

• Send and receive SMS.

Balance on screen and Instant recharge•

Instant balance enquiry facility by simply dialing *123# from handset, enabling user to control expenditure.

•Recharge instantly by dialing *101 * recharge code# directly from the handset without any IVR / customer care intervention, enabling instant recharge, 24 hours a day.

•Other recharge option – IVR based


Wide range of Value Added ServicesApart from this, offers a host of services in addition to its inherent benefits of no rentals, no security deposits and STD & ISD facility

•Access to Shopping Junction (Dial 600) and Info Junction (Dial 601)

•Free SMS for three months• Introduces Voice Mail Service, free for three

months.

Airtel Magic Brand Ambassadors•

Shahrukh Khan and Kareena Kapoor will be the voice and face of "Airtel Magic". Kareena brings in fresh, youthful energy while Shahrukh brings leadership and experience. Together they promise to mirror the energy, optimism, hopes and achievements of 600 million people across 16 states with one mobile service.


Airtel - Rajkot ZoneSr.N

o Name Address

1 Aastha Cellular Services

Shop No.4,Shaligram Complex, Opp. Deevanpara Police Station, Near Rajashree Cinema, Rajkot.

Ph: 0281 - 223232

2 Genius enterprisesShop No.3 & 4, Dhan Rajni

Complex, Yagnik Road, Rajkot. Ph: 0281 - 462561

3 Sanjayraj Traders Pvt.Ltd

Vibhag -B , Shop No.8, Shree Panchnath Complex,Opp.St.Mary's School,Kalawad Road, Rajkot. Ph:

0281 - 586360

4 Tushar Cellular Services

Shop No 4/5 "SHILP" Ground floor, Indira Gandih Marg, Jamnagar. Ph:

0288 - 533400

5 Uno CellularC/o Uno Chemist , Summair Club

Road, Jamnagar. Ph: 0288 - 552705 / 661187

6 Raj Trade LinksShop No.5 ,Uganda Road, Near Vishva Hospital, Porbandar. Ph:

0286 - 253330 / 253351

7 Modern CellularShilpam Building , Opp.Sagar Restaurant , Kalwa Chowk , Jayshree Road , Junagarh.


8 Pragati TelShop No 2, Satya Darshan

Complex, Near Ambe Matas Temple, Hospital Road, Bhuj - Ph.

02832 - 50234 / 50334

9 JC & CoC. V. Chamber, M. G. Road, Tanki

Chowk , Surendranagar - Ph 02752 - 23875 / 37813

10 Vijay EnterprisesShop No. 3 City Centre, Ground

Floor,Kananala , Bhavnagar - Ph 0278 - 517150 / 411590

Airtel Magic Guide

Getting Started

To begin using the Airtel Magic SIM Card, you need to purchase an Airtel Magic Recharge Card. Recharge Cards are available for as low as Rs.300. Other denominations are Rs.500, Rs.1000, Rs.2000 and Rs. 3000. You can choose the option you like. Each option has its specific calling value, which you need to load on to your Airtel Magic account to be able to talk.

Instant Balance Check

To check your balance amount simply dial 123 and listen to the voice announcements.


If you wish to check your balance amount on your handset screen, simply press *123#.

How to recharge your Airtel Magic Card

• The calling value on your card keeps reducing, as you make and receive calls, as per the applicable tariff.

• Before you exhaust your calling value or validity period, please recharge your Airtel Magic Card.

• Once your validity period expires, your Airtel Magic Card gets deactivated. However, you get a grace period in which you can reactivate your card by recharging it.

• If you recharge within the validity period or within the grace period, any unused calling value will get added to the new calling value.

• Every time you recharge your card, you get a fresh validity starting from the day you recharge

Making and Receiving Calls

To make a local call:Dial the city STD code and the landline phone number, e.g. 079 7544527To call a local mobile phone number:Dial the 10 digit number you want, e.g. 98980 98980 To call a 3 digit number:Dial city STD code and the number you want, e.g. 079 197


To call an STD number:Dial the STD code and the landline number, e.g. 011 6521947 To call a mobile phone outside Gujarat:Dial 0 and the 10 digit mobile phone number, e.g. 098101 98101To make an ISD call: Dial 00, the country code, the area code, the landline phone number, e.g. 0033856312345To make an ISD call to another mobile phone:Dial 00, the country code, the desired number e.g. 00447860412172Similarly an international caller wanting to call you will dial 0091 and your Airtel Magic number.To leave a message on a pager:Dial the local STD code and the pager number. eg 079 9624 203897

About your SIM card

Your Airtel Magic SIM card brings your mobile phone to life and gives you your mobile number. Find your SIM card on the last page of the User’s Guide.PIN (Personal Identification Number)

Your PIN is a four-digit password that protects your SIM card against misuse. To key in your desired PIN number, refer to your mobile phone manual. Your


existing PIN is 1234. We recommend that you personalize your PIN for maximum security.PUK (PIN Unblocking Key)

If the PIN is entered incorrectly thrice in a row, your SIM card will get blocked, and your mobile phone will ask for the PUK. To get the PUK, please call our Customer Care at 98980 98980. Please enter the PUK carefully, as the wrong PUK entered 10 times can damage your SIM card permanently. You will then have to replace the SIM with a new one.

Airtel Magic TariffWelcome to Airtel Magic. The simple, instant and

easy way to go mobile. Going mobile has never been easier with only Rs. 290/- (inclusive

of Rs. 90/- free talk time) as a one time activation fee for your Airtel Magic Sim Card.

Airtime Rates *

Day (8 am to 10 pm)

Night (10 pm to 8 am)

Incoming Calls Rs.1.50 Rs.0.75Outgoing Calls Rs.1.50 Rs.0.75


* Pulse Rate of 30 seconds. Local/ STD/ ISD charges extra as applicable

Voucher

Processing Fee

Talk Time

Service Tax

Validity

Grace Period

300 100 185.71 14.29 30 Days 90 Days

500 120 356.71 23.81 30 Days 90 Days

1000 200 752.38 47.62 60 Days 90 Days

2000 225 1679.76 95.24 90

Days 90 Days

3000 300 2557.14 142.86 120

Days 90 Days

Special Launch Offer

Go mobile for free - We offer free talk time worth Rs.290. Rs.145 at the end of 3rd month and the balance Rs.145 at the end of the sixth month from the date of making the first call. •

Free airtime - Every Airtel magic card will come with Rs.90 worth talk time, valid for 7 days

• Free SMS for three months• Free VoiceMail for three months

Regional RoamingPeeaar Graphics (2455837)43

Airtel Magic subscribers can now avail of Full Roaming in the Western Region states by opting to pay a Regional Roaming Monthly charge of Rs. 25/- .

The Regional roaming airtimes charges are Rs. 3 per minute (60 second pulse) plus a 8% surcharge as recommended by TRAI.Benefits

• Use the same SIM card and mobile number while roaming

• Recharge anywhere in the region • Access IN menu 123 from anywhere in the region

Welcome to Airtel MagicWelcome to Airtel Magic prepaid mobile card. It comes to you from Bharti Enterprises, India’s leading integrated telecom service provider. Going mobile with Airtel Magic is a new way of life. With a host of great features, also simple to use, Airtel Magic makes everything that you dreamt and believed, possible.

Indeed, “Magic hai to mumkin hai!”

Here are the many advantages you enjoy with AirTel Magic….


Total Cost Control No Rentals No deposits STD/ISD facility till the last rupee Instant Balance Inquiry 24-hour recharge facility Caller Line Identification Call Divert, Call Hold and Call Wait Short Messaging Service (SMS) SMS based Information Services Voice Mail service Info Junction Shopping Junction

Airtel Services

Airtel welcomes you to a vibrant new world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way.

What is Airtel Services?

It's a menu on your SIM card that allows you to access a host of information services and cool


downloads on your phone in just a few clicks. So now no need to remember key words/ short codes to access information. For eg instead of typing and sending an SMS of short code - "AST, NEW, CRI, MOV" to access information on horoscope, news, cricket, movies etc on India times, you could now scroll in your menu and reach the information in just a few clicks. This menu already has the key words pre-coded in your SIM card, allowing you to get information…. easily & swiftly. The desired information will be displayed on your screen in about 15 seconds.

What are the various services available on the

Airtel Services?

With Airtel Services, you can now get the latest news, download ring tones and logos, check the status of you train ticket or the Jet Airways flight schedule or surf to get the latest movie reviews on your Airtel.

Services DescriptionRingers Download the latest ring tones Fun Messages

Download logos or send flashing messages

India times Get the latest on news, cricket, travel, jokes

India Today Get the latest on news, stocks, astro-Peeaar Graphics (2455837)46

forecastInfotainment Movie review, top songs, top moviesStar Peep Get an interactive astro-forecastJet Mobile Know your flight status and set alertsRailways Get your PNR status, train schedulesStocks Get the latest IPO news, status of

gainers and losers at BSE

You could select any of the services mentioned above and get further information options on each of the services. So, for example if you select 'news' under India times, you will then have the option of choosing from the following i.e. latest news, world news, business news, entertainment news or sports news.

How do you access Airtel Services on your Airtel?

Simply go your main menu and scroll till you reach 'Airtel Services' and press 'Yes / OK'. The various options mentioned above will now be displayed on


your screen. As shown above, select any service that you would wish more information on and press 'Yes/ OK'.

Which are the handsets, which are compatible with the Airtel Services?

A Wireless Internet Browser (WIB) on your mobile phone supports the Airtel Services. While all the above-mentioned handsets should support Airtel Services, these services have been tested to work optimally on the list of handsets mentioned below. Nokia: 3310, 3315, 3330, 6210, 6510, 8310, 8250, 8859Motorola: Time port P7389i, Talk aboutPanasonic: GD75Siemens: C35i, M35Samsung: SGH9100, R220Ericsson: T28sWe shall endeavor to continuously add to this list from time to time. In particular old handset models have software versions, which may not support Advanced WIB functionality.

I click on a service but there is no response


message. Why?

Essentially it may take upto 15 sec on some handsets for the response to be displayed.

Further advantages of Airtel Services

No more SMS inbox overload

With this browser, on clicking on any of the abovementioned services the information comes directly to your screen in the form of a flash message. Since the message flashes on your screen it doesn't block any space in your inbox thereby avoiding the cumbersome exercise of clearing your inbox from time to time.

What's New' service

'What's New' is a feature that enables you to download new Airtel services from time to time. So expect to continuously get the latest information services and cool downloads on your Airtel.

To know more about this service, please call our Customer Care Centre at 98980 12345 or visit any of our Airtel Exclusive Outlets.


CoverageIn the first phase, the following areas are covered.

Sl. No.

Towns Sl. No.Highway Sites

1 Ahmedabad 1 Narol

2 Mehsana 2 Aslali

3 Palanpur 3 Bareja

4 HimmatNagar 4 Kheda

5 Godhra 5 Nadiad

6 Gandhinagar 6 Gamdi

7 Kadi 7 Vasad

8 Kalol 8 Channi

9 Chatral 9 Por

10 Mehmdabad 10 Karjan

11 Vadodra 11 Palej

12 Anand 12 Manj

13 Nadiad 13 Rajpipala


14 Godhra 14 Kamrej Chowkdi

15 Jarod 15 Kadodara

16 Halol 16 Changodar

17 Kalol 17 Bavla

18 Surat 18 Super Gas Dump

19 Valsad 19 Bagodra

20 Vapi 20 Kanpara

21 Ankleshwar 21 Limdi

22 Navsari 22 Vadod Village

23 Bharuch 23 Sayola

24 Umargam 24 Deduki

25 Rajkot 25 Chotila

26 SurenderNagar 26 Bawanbhor

27 Junagarh 27 Kuadwa

28 Bhavnagar

Frequently Asked QuestionsThere might be times when you have certain questions about your Airtel and its services. Queries about the range, billing and other details. Or you might like to know whom you can contact in case of loss or theft. Here are answers to some of the


frequently asked questions. Remember, we are always there for you at 98980 12345 or 121 from your cell phone.

How do I take care of my handset?

Ensure that your cell phone is not exposed to wet substances.

If your cell phone gets water logged, DO NOT switch it ON. Do NOT expose it to direct or indirect heat.

Dry the phone and the battery with cloth. Remove the battery and refit the battery and SIM.

Are there any safety tips for my handset? Do not hold the antenna when the cellular

phone is IN USE. This affects Call Quality. Repairs and service of your cell phone or accessories (like battery, charger, etc.) should be handled only by authorised service centres. Contact our Customer Care at 121 or 98920 12345 at the earliest with details of your SIM card, so we can process the same for invalidation of your SIM. Make sure you do not waste time because all calls made till you notify Customer Service staff will be billed to your account.You can be called in from anywhere in Mumbai provided you are in the Airtel coverage area.


You can also call anywhere in India and overseas when you avail of STD/ISD facility.While on Roaming, all incoming calls are routed through Madhya Pradesh. Therefore your incoming call charge comprises the Roaming airtime tariff plus STD/ISD.

Will my calls be automatically diverted if my cell phone is switched off or if I am not in a transmission area?

Not unless you have activated the call divert facility. In which case all your incoming calls will be diverted to another pre-specified number. If you have not programmed your cell phone for this facility you will simply lose the call.

Who pays for diverted calls? When a call is diverted to a landline phone, you

are charged outgoing airtime charges and landline charges. When a call is diverted to another cell phone number, you will be charged outgoing airtime and the cell phone number it has been diverted to will be charged incoming airtime.


http://gu.airtelworld.com/Faq/faq.htm#4

Magic Help line

Airtel Magic Care

For assistance dial 121 or 98980 98980 (toll free) from your Airtel Magic Mobile Phone, 24 hours a day. You can also dial 98980 98980 from a landline phone.Now that you know the infinite possibilities with your Airtel Magic, go ahead. Dream your dreams. And you will make them possible. Indeed, "Magic hai to mumkin hai!".

Value Plus Services in MagicPeeaar Graphics (2455837)54

Call Management Services:

1. Caller Line Identification Presentation (CLIP)2. Call Waiting3. Call Hold4. Call Divert5. Call ConferencingValue Plus Services

1. SMS (Short Messaging Service)2. Voice Based Services 3. Prepaid Roaming4. STD/ ISD till the last rupee5. ISD Dynamic Lock Service

Consumer Survey On Customer Satisfaction & Comparative Study Of Other

Family Entertainment Centers

QuestionnairePeeaar Graphics (2455837)55

http://gu.airtelworld.com/connections/isd.htm

http://gu.airtelworld.com/connections/stdisd.htm

http://gu.airtelworld.com/connections/roaming.htm

http://gu.airtelworld.com/connections/voicemail.htm

http://gu.airtelworld.com/connections/sms.htm

http://gu.airtelworld.com/connections/callconferencing.htm

http://gu.airtelworld.com/connections/calldivert.htm

http://gu.airtelworld.com/connections/callhold.htm

http://gu.airtelworld.com/connections/callwaiting.htm

http://gu.airtelworld.com/connections/clip.htm

(1) Personal Biodata

Name: _______________________________________________________________

Address: ___________________________________________________________

____________________________________________________________

____________________________________________________________

Phone: (R) _______________________ (O) ________________________

E-mail:

____________________________________________________________

Age: _______________Sex: Male [ ] Female [ ]

(2) Occupation: Business [ ]Profession [ ]


Service [ ]Any other [ ]Specify

_____________________________

(3) Income Group: 5000 to 10000 [ ]10000 to 20000 [ ]20000 to 30000 [ ]Above 30000 [ ]

(4) Do you have mobile phone?

Yes [ ] No [ ]

(6) Which of the following service providers you prefer the most?

Airtel [ ]Hutch [ ]Idea [ ]BSNL [ ]


(7) Are you a prepaid user or post-paid user?

Prepaid [ ]Post Paid [ ]

(8) If you are a prepaid user please answer the following? How many recharge coupon you purchase

per month? _____________________ Which scheme you use presently?

_______________ Do you use value added service? Please specify

__________________________________________

(9) Do you use roaming facility?

Yes [ ] No [ ]

(10) How many calls you receive & dial?

Receive _________ Dial_________


(11) Why you use mobile?

Just for emergency [ ]Status symbol [ ]Normal use [ ]

(12) Are you satisfied with your service provider?

Yes [ ] No [ ]If No, specify __________________________________________________

(13) If you get better services by other service providers, will you switch over to other service provider?

Yes [ ] No [ ]

(14) Give your suggestions to improve the service quality.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


____________________(Signature)

Thank You !!!

LIMITATIONS OF STUDY

The survey done on Airtel has been conducted with maximum accuracy and effectiveness and tried to minimize the limitations of the survey method. But still the study suffers from certain limitations, which are as follows:


Sample size of 50 units may not be sufficient to draw the accurate conclusion.

Some important aspects affecting the consumer and preference of consumer in terms of features may not be covered on revealed in the questionnaire used.

Personal bias of respondents and in analysis and interpretation may become a constraint in revealing the true price.

SWOT ANALYSIS

S StrengthHigh market share brand

imageW Weaknesses To attract all

class of Peeaar Graphics (2455837)61

customer

O OpportunitiesGood service will increase

the no. of users

T Threats

Emerging Competition

like Reliance, TATA, BSNL,

Hutch, Orange, etc.

CONCLUSIONAirtel has good reputation in the market.

Objective of survey is to know the satisfaction


of users. I have already discussed the objects in the survey.

The organisation has good reputation in the market; however, it requires some efforts to maintain the reputation for the betterment of its future. However, now they are taking reasonable steps to improve its brand name and sales target.

Lastly, I can say that Airtel has bright future for the coming years. And I hope this project report will help them taking right decision and fulfill their customer demands.

Again, I am thanking to all who directly or indirectly helped me.

Wishing Airtel, the best success …………………


SUGGESTIONS

After making a survey in Rajkot on Airtel, I have come to some conclusive suggestions, which are necessary for the company. From my point of view to maintain and improve the market share of Airtel, my main points or suggestions are:

During the survey, the major problem faced by the user is the "price' of particular service. So as far as possible they should maintain their price level less as per market price.

Most of the customers of Rajkot don't know about the services provided by Airtel. So company should concentrate on this point and advertise so they attract customers.


BIBLIOGRAPHY

Although it is said that only theoretical knowledge is not enough. For studying any topic, practical knowledge is must, hereby in this practical study, undergone without the base of theoretical knowledge, the understanding is incomplete.

Hence, to make this report easily understandable and simple, I have taken references of certain books regarding marketing topics, retailing marketing, which are mentioned below. For the basic knowledge and concept clarity it was essential.

The references from which I gained informationSr. Description Author1. Marketing Management Philip Kotler


2. Marketing Management Stanton3. www.airtelworld.com Website


http://www.airtelworld.com/

jalpa dave t.y.b.b.a

Education