Airtel Customer Satisfaction

Chapter-I

INTRODUCTION

SERVICE:-

Service is defined as all economic activities whose output is not a physical

product and is generally consumed at the time it is produced and provides added value

in forms such as Convince, Comfort that are essentially intangible concerns. Services

are characterized by Intangibility, Heterogeneous, Perishable, and Inseparability.

There is a phenomenal growth of services and the firms need to be specialized in the

services offered to satisfy customers. This requires comprehensive strategies, which can

be carried through marketing strategies. This leads to the development of "Service

Marketing".

We term marketing as a function by which marketing plans, promotes and

deliver goods and services to the customers. In the marketing of services, the

providers are expected to satisfy the users. When a customer buys a service in the

service market, he buys the time, knowledge, and skills resource of the provider.

The emergency of marketing concept in respect of services is growing. Service

organizations felt that applications of marketing strategies. While managing and

selling the service would make possible qualitative improvements. The perception of

services marketing gives emphasis on selling the services in the best interest of users.

CUSTOMER SATISFACTION

"Satisfaction is the level of a person’s felt state resulting from comparing a

product’s perceived performance in relations to the person's expectations". If the

performance matches the expectations, the customers are satisfied; otherwise, he is

an unsatisfied customer. In today's competitive environment, companies are aiming for

total customer satisfaction Companies seeking to win in today's market must tract their

customer's expectations, perceived company performance and customer satisfaction.

For customer's expectations, perceived company performance and customer

satisfaction is both a goal and a marketing tool. Today, companies are including

developing stronger bonds and loyalty with their intimate customers. They need to pay

closer attention to their customer defection rate and undertake steps to reduce it. To

create customer satisfaction companies must manage their value chain as well as the

whole value delivery system in a customer-centered way. The company's goal is not to

get customers but even more importantly, to retain customers.

Seller must assess the total customer value and total customer cost associated

with each competitor offer to know how his or her own offers rates in the buyers mind.

Second, the seller who is at a delivered value disadvantage has two alternatives. The

seller can try to increase total customers calls for strengthening or augmenting the

offer's product, services, personnel and image benefits. The latter calls for reducing the

buyer's costs by reducing the Price, simplifying the ordering and delivery process, or

absorbing some buyer risk by offering a warranty. Whether the buyer is satisfied after

purchase depends on the offer's performance in relation to the buyer's expectations.

In general:

Satisfaction is a person feeling of pleasure or disappointed resulting from

comparing a product's performance (or outcome) in relation to his her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

expectations. If the performance falls short of expectations, the customer is

dissatisfied. If the performance matches the expectations, the customer is satisfied. If

the performance exceeds expectations, the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are

just satisfied still find it easy to switch. High satisfaction or delight creates an

emotional bonds with the brand, not a just a rational preference. The result is high

customer loyalty. Xerox's senior management believes that a very satisfied or

delighted customer is worth 10 times as much to the company as satisfied customer. A

very delighted customer is likely to stay with Xerox many more years and buy more

than a satisfied customer will.

Attracting Customers

Customers seeking to grow their profits and sales have to spend considerable

time and resources searching for new customers. Customer's acquisition requires

substantial skills in lead generation, lead qualification, and account conversion. To

generate leads, the company develops ads and places them in media that will reach

new prospects; its sales people participate in trade shows where their might find new

leads; and so on. All this activity produces a list suspects.

The next tasks is to qualify which is the suspects are really good prospects, and

this is done by interviewing them, checking on their financial standing, and so on. The

sales people first contact the jot prospects and work on account conversion, which

involves making presentations, answering objects, and negotiating final terms. It is not

enough to be skillful in attracting new customer, the company must keep them. Too

many companies suffer from high customer namely; they gain new customers in that

lose many of them. It is like constantly adding water to a leaking pot.

Today's companies must pay closer attention to their customer defection rate

(the rate at which they lose customers).

Unfortunately, most marketing theory and practice center on the art of attracting

new customers rather than on retaining existing ones. The emphasis traditionally has

been on making sales rather than building relationships; on pre selling and selling

rather than caring for the customer afterward.

The key to customer retention is customer satisfaction. A highly satisfied

customer

Stays loyal longer.

Buys more as the company introduces new products and upgrades existing

products. Talks favorably about the company and its products,

Pays less attention to the competing brands and advertising and is less

sensitive to price.

Offers product or service ideas to the company.

Costs less to serve than the new customers because transactions are reutilized.

Background of the study:

The title "customer satisfaction" pre-supposes customer awareness. The study

is concerned with both the aspects.

1. Customer Awareness

2. Customer Satisfaction

Firstly, the customer needs to be informed about the product, its features and

also about its availability. The customer should be made aware of the product attributes

and its uses.

Secondly, the management should be aware of producing such products and

service which can satisfy, or even they must make the customer highly satisfied with

those products and services which they produce.

Customer awareness:

The mobile phone market in India consists of only four players for a

Particular telecom circle. To have a cutting edge over the rivals, the mobile phone

service providing companies were coming out with new plans, value added services

etc. These provisions will be effective only when the customers are aware of those

services. The study was conducted to find out the awareness of customers about

various plans and value added services provided by Airtel cellular services.

Customer satisfaction:

Whether the buyer is satisfaction after purchase depends on offers Performance

in relation to the buyer's expectation. In general, satisfaction is a person's feeling of

pleasure or disappointment resulting from comparing a product's perceived

performance in relation to has expectations. As this definition makes clear,

satisfaction is a function perceived performance and expectations. If the

performance matches the expectations the customer is satisfied. If the Whether the

buyer is satisfaction after purchase depends on offers Performance in relation to the

buyer's expectation. In general, satisfaction is a person's feeling of pleasure or

disappointment resulting from comparing a product's perceived performance in

relation to has expectations. As this definition makes clear, satisfaction is a function

perceived performance and expectations. If the performance matches the

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

highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are

just satisfied still find it easy to switch when a better offer comes along. Those who are

highly satisfied are much less ready to switch. High satisfaction or delight creates

emotional bond with the brand, not just a relational preference. The result is high

customer loyalty, a very satisfied or delighted customer is worth 10 times as much to

the company as a satisfied customers.

So the Airtel cellular service needs to concentrate more on customer delight

through its service.

ChapterII

OBJECTIVES OF THE STUDY

As, the customer satisfaction is a complex aspect with varied

dimensions, the following parameters were identified as the objectives of the

study.

1) To make a profile of mobile users with regard to their occupation, income

and other demographic factors.

2) To study and understand the source of awareness of a mobile along

with the package that a customer is connected to.

3) To identify and analyze the level of customer satisfaction with regard to the

price, coverage, clarity and the billing system.

4) To know and identify the awareness if corridor facility of the Airtel.

5) To identify different promotional methods, particularly the sales

promotional methods and the advertisement strategies for promoting the

Airtel.

6) To rate Airtel in relation to the TATA CELLULAR, BSNL & HUTCH

which are the major competitors, so as to device the marketing strategies in

accordance with the competitive structure.

7) To make suggestions to improve the marked ability of the AIRTEL in

relation to TATA CELLURLAR, HUTCH & BSNL.

NEED FOR THE STUDY

Communication is an integral part of human life. People communicate

with each other for want of information, or to exchange ideas. This can be had in

many forms utilizing various media. In olden days, people use to live together

and communication process was easy, but as the days passed, people were

scattered. We can have communication either through personally and if they

are a part we are utilizing various services like Postal, Telephones etc. These

services have become part of people and are extensively used to achieve

communication objective. Among this Telephone has wide utility of

communication at a faster rate. In India, basic telephone services were being.

Basic Telephone service though faster in communicating but it has no

mobility. As people like businessman, executive always travel in connection

with their work, need arises for them to be in touch regularly at every time. This

is not possible with basic telephone services, hence cellular phones in to picture.

With the rapid development of technology, cellular phone service wide

acceptance and utility among public. Government giving permission’s to put

cellular operations to offer cellular service in India. Many players entered in to

market. Airtel services are one among them catering to the needs of public. As

several other players also offering cellular services to public, now a time has

come to understand the customer's views and opinion, their satisfaction level

towards the services offered by Airtel services.

METHODOLOGY

Introduction:-

Research Methodology is a method to solve the research problems

systematically. It guides us in conducting the research scientifically. It

consists of different steps that the generally adopted by the researcher to

study the research problem along with logic behind them. It is necessary

for the researcher to develop certain tests Weighted Average Method, Chi-

Square Test, etc. In general the application of research methodology is

wider than that of research methodology. We must inform why we are using

a particular method. The research methodology adapted for the present study

has been systematic and was done in accordance to the objectives set which

has been detailed as below:

RESEARCH – DEFINITION

Research is a process in which the researcher wishes to find out the

end result for a given problem and thus the solution helps in future course of

action.

According to Redman and Mory research is defined as a "Systemized

effort to lin new knowledge."

RESEARCH – DESIGN

Research design is the specification of methods and procedures for

acquiring the information needed to structure or to solve problem Research

design is defined as “A research design is the arrangement of conditions, for

collection and analysis of data in a manner that aims to combine relevance

to the research purpose with economy in procedure”.

SOURCES OF DATA

The two main sources of data for the present study have been primary data

and secondary data.

1. Primary Data:

Primary data consists of original information collected for specific

purpose. The primary data for this research study was collected through a

direct survey with the viewers guided by a structured questionnaire. The

questions were structured and direct as to make viewers understand easily.

2. Secondary Data:

Secondary data consists of information that already exists somewhere,

having been collected for specific purpose in the study. The secondary data

for this study collected from various books, company websites, and from

company brochures.

DATA COLLECTION METHOD:

The methodology adopted to collect the primary data was Interview

schedule, which includes a structured questionnaire to be given to the

respondents. The respondents would be guided by the interviewer to fill the

questionnaire, without revealing the purpose for which the study is being

conducted to the respondents.

COLLECTION OF DATA THROUGH QUESTIONNAIRES

This method of data collection is quite popular, particularly in case of

big enquires. It is being adopted by private individuals, research workers,

private and public organizations and even by governments. In this method a

questionnaire is sent (usually bye post) to the persons concerned with a request to

answer the questions and return the questionnaire. A questionnaire consists of a

number of questions printed or typed in a definite order on a form or set of

forms. The questionnaire is given to respondents who are expected to read and

understand the questions and write down the reply in the space meant for the

purpose in the questionnaire itself. The respondents have to answer the

questions on their own.

The merits claimed on behalf of this method are as follows:

1) It is free from the bias of the interviewer; answers are in respondent's

own words.

2) Respondents have adequate time to give well thought out answers.

3) Respondents, who are not easily approachable, can also be reached

conveniently.

4) Large samples can be made use of and thus the results can be made

more dependable and reliable.

The main demerits of this system can also be listed here:

1) Low rate of return of the duly filled in questionnaires; bias due to

no-response is often indeterminate.

2) It can be used only when respondents are educated and cooperating.

3) The control over questionnaire may be lost once it is given.

4) There is inbuilt inflexibility because of the difficulty of amending

the approach once quest there is also the possibility of ambiguous

replies or omission of replies altogether, to certain questions;

interpretation of omissions is difficult.

5) It is difficult to know whether willing respondents are truly

representative.

Before using this method, it is always advisable to conduct 'pilot

study' (Pilot Survey) for testing the questionnaires. In a big enquiry, the

significance of pilot survey is felt very much. Pilot survey is in fact the

replica and rehearsal of the main survey. Such a survey, being conducted by

experts, brings to the light the weakness (if any) of the questionnaires and of

the survey techniques. From the experience gained in this way, improvement

can be effected,

The term questionnaire refers to a self-administered process whereby

the respondent himself read the questions and records his answer without the

assistance of an interviewer.

STATISTICAL TOOLS

Statistical tools are to obtain finding and average information in logical

sequence from the data collected. After tabulation of data, researcher used the

following Quantitative techniques.

Percentage analysis

Charts

Chi - square test

Interval estimation

Weighted average method

1) The survey is limited to Twin Cities (Hyderabad and Secunderabad)

only. Hence the results attained by this study may not be universally

applicable.

2) Due to the Time constraint and Cost involved, the sample size is

limited to 280 respondents.

3) The data is collected from the opinion of the customers and any bias in

their opinion will have an impact on the findings of the study.

CHAPTER-III

INDUSTRY PROFILE

TELECOMMUNICATIONS MEANING:

Telecommunications refers to long-distance Communication, which is derived

from the Greek word “Tele” means “far off” at present such communication is carried

out with the aid of electronic equipment such as the Radio, Telegraph, Telephone,

and Television. In earlier times, however, smoke signals, drums, light beacons, and

various forms of semaphore were used for the same purpose. The information that

is transmitted can be in the form of voice, symbols, pictures, or data, or a combination

of these. The physical equipment for a telecommunications system includes a

transmitter, one or more receivers, and a channel or means of communication such

as the air, water, wire, cable, communication satellite, or some combination of these.

Telecommunication is the transmission, emission or reception of signals,

images, sounds or information over wire, radio, optical, microwave, or other

electromagnetic system.

TELEPHONE NUMBERS / DIALING

When telephones were introduced, dialing simply meant that there were

ringing codes, known by all telephone users within a certain area. Three short rings for

example asked Mr. Brown to pick up the phone... very soon however, this was no

longer practicable and telephone exchanges were created, first run by operators and

later automatically.

Telephone numbers need to be prefix-free. This means that one number may

never be the first part of another one, because the phone related to the other number

would start to ring before the end of the sequence.

Digital wireless and cellular roots go back to the 1940s when commercial

mobile telephony began. Compared with the furious pace of development today, it

may seem odd that mobile wireless hasn't progressed further in the last 60 years.

Where are our video watch phones? There were many reasons for this delay but the

most important ones were technology, cautiousness, and federal regulation.

As the loading coil and vacuum tube made possible the early telephone

network, the wireless revolution began only after low cost microprocessors and digital

switching became available. The Bell System, producers of the finest landline

telephone system in the world, moved hesitatingly and at times with disinterest toward

wireless. Anything AT&T produced had to work reliably with the rest of their

network and it had to make economic sense, something not possible for them with the

few customers permitted by the limited frequencies available at the time. Frequency

availability was in turn controlled by the Federal Communications Commission,

Whose regulations and unresponsiveness constituted the most significant factors

hindering radio-telephone development, especially with cellular radio, delaying that

technology in America by perhaps 10 years.

In Europe and Japan, through, where governments could regulate their state run

telephone companies less, mobile wireless came no sooner, and in most cases later

than the United States. Japanese manufacturers, although not first with a working

cellular radio, did equip some of the first car mounted mobile telephone services, their

technology equal to whatever America was producing . Their products enabled several

first commercial cellular telephone systems, starting in Bahrain, Tokyo, Mexico city.

THE HISTORY OF TELECOMMUNICATIONS

The word telegraphy comes from Greek “Tele” means distant and “graphic” to

write. So the meaning is writing at a distance. It's a possibility to send news over a

long distance. The inventor of the first electric telegraph was Samuel Finely Breese

Morse a North inventor and painter. He had the idea for the concept when he returned

to America from Italy on board the "sully”. In his studio at New York University he

needed about six years to finish this invention and received a patent for it in 1938.

The first message from Washington to Baltimore

The 24 of May in 1844 was a very important day in the history of the United

States: the first telegraph line was opened twelve years after Samuel Morse got the

idea on board the "sully. The inventor of the telegraph himself sat in the High Court of

justice in Washington and sent the first message out the Baltimore & Ohio railway

station in Baltimore where many illustrious people were waiting. The content was a

quotation of the bible and said: "what hath God wrought55. The message reached

Alfred Lewis Vail, the collaborator of Samuel Morse, in Baltimore, who sent it back

at once. Beginning this day preparations were to expand the lines to Philadelphia,

New York, Boston and to other cities and areas.

Most people were enthusiastic about this invention but not everyone. Farmers

destroyed lines in South Kentucky in 1849. They said that the wire would remove the

electricity from the air so it would not rain and there would be only crop failures.

Mr. Robinson, an American gentleman, brought the Morse Telegraph to Europe

in 1847; England and France were not interested in it. In Germany, Morse found a fair

customer. The "Hannoversche Staaatsbahn'Nvas the first in this country that used the

Morse Telegraph. The next year, the telegraph line between Hamburg and Cuxhaven

was opened. The first inspector was Friedrich Clemens Gerke who improved the

Morse code. The American version still comprised signs with different length. Gerke

cleared it up and fixed that three points result in one line. This alphabet is valid until

today. Anyway he made rules for the distance between the signs and sign groups. He

discovered a system that the most used letters got the shortest signs so that they could

be transmitted very fast.

Hiram Sibley's company: In 1851 Hiram Sibley founded a company with a group of

businesspeople that built the telegraph line in the Midwest. The name was registered

as Western union Telegraph & Co in 1856.

The Pony Express

While the lines were spreading slowly through the whole country the very

spectacular express rider service came into existence in April 1860. The pony express

was born. Six hundred broncos, especially chosen for fleetness, toughness and

endurance were bought. On 3rd of April the first rider named Henry Wallace left St

Joseph, Missouri and after 10 days 3210 kilometers the last rider reached

Sacramento, California.

For this job they needed brave young men, preferably orphans, because it

was a dangerous, adventurous life. They had to shoot very well, be excellent riders

and to nave no fear of Indian attacks. Every rider had to ride sixty miles at top

speed. He had to do this distance in six hours with six different ponies. Each day

except Sunday, a messenger left StJopesh at noon. The one form Sanramento

arrived at 8clock in the morning. The pony express existed only for one and a half

year then it was dead. The reason was the completion of the transcontinental

telegraph line between.

Telecommunications is a fascinating, fast paced industry that influences

every aspect of our daily life like normal voice phone calls, connectivity to the

Internet, satellite communications, surfing the web, fax transmissions, video

conferencing, high speed data communications, and cable TV.

It started with first public demonstration of Morse's electric telegraph,

Baltimore to Washington in 1844. In 1876 - - Alexander Graham Bell files his

patent application. First telephone patent (U.S. No. 174,465) allowed and issued to

Bell on March 7th. - - March 10th, Bell speaks the first complete sentence

transmitted by variable resistance transmitter ... "Mr. Watson, come here. I want

you!". The world's first two way long distance telephone conversation over an

outdoor wire (borrowed telegraph line) takes place between Cambridge port and

Boston, Massachusetts between Bell and Watson.

The field of telecommunication is no doubt one of the most exciting

occupational fields that modern society has to offer. New technology is constantly

being developed and finds its applications in the technical systems that make up a

telecommunications network. This creates opportunities for developing existing

services further, and introducing completely new ones - for the benefit of

customers and society as a whole. The telecommunication industry is often referred

to as an "enabling industry". That is, it creates opportunities for societal

development in the broadest sense.

In the current day scenario, there is lot of Tele-communications

technologies evolved and used by people all over the world. Wireless technologies

are like GSM, CDMA, TDMA, UMTS, GPRS and latest technology 3G growing at

a fast pace promising high speed data communications.

The two-way communication

The progress in Europe went on, too. While the Americans filled their

country with lines, there were important inventions in Austria and Germany.

Telegraphy became more and more popular form day to day. Sometimes there was

no more possibility to install new lines. Anyway the rates for the lies were very

high. It was necessary to use the lies better. Improvements were introduced.

The first essential step however was the invention to use one line for

different telegrams at the same time and to send signs in both directions (e.g. from

Boston to New York and the other way around at the same time).The Austrian

physicist Julius Wilhelm Gintl was the father of the two batteries. Gintl's method

was called the method of compensation. He got the golden Medal of Honor at the

exhibition of industry of industry in Paris in 1855.

Chapter - VI

COMPANY PROFILE OF AIRTEL

The name of the company is Bharti mobinet limited. The company is owned

and governed by Bharti group of companies. It was several of companies like

Bharti health care, Bharti global, Bharti foundation, Bharti enterprises, and Bharti

ventures limited. Bharti Telnet, Bharti Telescopic, Bharti Broadband etc. The

Chairman and Managing Director of Bharti group is Mr. Sunil Bharti Mittal.

In 1996, Sky cell was launched and in 2000, Airtel took over sky cell. Airtel

has its presence in 15 circles in India, which is worth of Rs.9000 cores. It has 866

towers in A.P, each costs 1 Crore rupees and made a proposal for doubling that

in near future, which covers 65Kms.

Airtel has the largest customer base which crossed 2 lakhs when compared

to BSNL, which has 1, 55,000 customers, and HUTCH of less than 50,000

customers.

Airtel has 28 connects in A.P, where Reach Tele Communications

stands arouse union. It provides various services like bill payments, customer

relations for problems solving, activations and is also dealing with sub-dealers.

An overview

Bharti Enterprises has been at the forefront of technology and has

eased telecommunications with its world-class products and services.

Established in 1985, Bharti has been a pioneering force in the telecom

sector with many firsts and innovations to its credit, ranging from being the first

Mobile service in Delhi, first private basic telephone service provider in the

country, first Indian company to provide comprehensive telecom service outside

India in Seychelles and first private sector service provide to launch National Long

Distance Services in India. As of February 28, 2003, Bharti had approximately 3.34

million total customers nearly 2.99 million mobile and 354,000 fixed line customers.

Its services sector businesses include mobile operations in Andhra

Pradesh, Chennai, Delhi , Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkata,

Madhya Pradesh circle, Maharashtra circle, Mumbai, Punjab, Tamilnadu and Uttar

Pradesh (west) circle. In addition, it also has a fixed-line Operations in the states of

Madhya Pradesh and Chhattisgarh, Haryana, Delhi, Karnataka, Tamil Nadu and

nationwide broadband and distance networks.

Bharti has recently launched national long distance services by offering

data transmission service and voice transmission service for calls originating

and terminating on most of Indian's mobile networks.

The company is also implementing a submarine cable project connecting

Chennai-Singapore for providing international brand width. Bharti Enterprises also

manufactures and exports telephone terminals and phones. Apart from being the

largest manufacturer of telephone instrument, it is also the first telecom company to

export its products to the USA.

About Bharti:

Bharti Tele-ventures is Indian's leading private sector providing of

telecommunications service based on an aggregate of approximately 3.34 million

customers as of February 28, 2003 consisting of approximately 2.99 million mobile

and 3,54,000 fixed-line customers. The company through its subsidiaries also

provides fixed-line, VSAT, Internet service and network solutions. The company

has also commenced offering national and international long distance services.

The company seeks to capitalize on the growth opportunities that it believes

are available in the Indian market and consolidate its position to be an integrated

telecommunications service provider, with a focus on mobile service.

The company today offers mobile service in fifteen out of 22circles in India.

Bharti Tele-venture was the first private sector operator to provide fixed-line service

in India when it commenced providing services in the Madhya Pradesh &

Chhattisgarh circle in June 1998.BTVL recently launched its fixed-line service in

the license areas Haryana, Delhi, Tamilnadu and Karnataka and thus because the

first private sector service provider to provide fixed-line services in all its licensed

areas.

Bharti Tele-Ventures has always believed in creating storing partnerships

with its joint venture partners. Today, SingTel and Warburg Pincus are its

leading the other partners includes leading international financial investments such

as International Finance Corporation, Asian Infrastructure Fund Group and New

York Life Insurance.

Bharti Tele-ventures mobile services

Vision:

Bharti Tele-ventures vision for its business is “To make mobile

communications a way of life and be the customers first choice”.

Mission:

The mission is to meet the mobile communication needs of the customer

through:

1) Error free service

2) Innovative products and services and

3) Cost efficiency.

Strategic objective:

The company's strategic objective is to consolidate its leadership position

among the mobile service providers in India.

Future Prospects of Cellular Industry:

The Indian mobile market, according to the COAL, has increased from

Approximately 1.2 million subscribers as March 31, 1999 to approximately

11.76 Million subscribers as of February 28, 2004.

Despite this rapid growth ,the mobile penetration rate in India, at

approximately 1.14% as of February 28, 2004, is significantly lower than the

average mobile penetration rate in other Asian and international markets.

The number of mobile subscribers in India is exerted to show rapid growth

over next four years. By 2006 it is projected at 50 million by COAI and 44 million

by Gartner.

Bharti Tele-ventures believe that the demand for mobile services in India

will continue to grow rapidly as a result of the following factors:

1) Lower tariffs and handset prices over time;

2) Growth in pre-paid customer category;

3) Greater economic growth and continued development of Indian's economy;

4) Higher quality mobile networks and services; and Greater variety and usage of

value added services.

Bharti Tele-ventures, through its subsidiary have the licenses to provide

GSM services in fifteen out of the twenty-two telecom circles in India. It

purposes to consolidate all its subsidiaries providing mobile services under Bharti

Cellular Limited (BCL).

As of February 28, 2005, approximately 92% of India's total mobile

subscriber market resided in the company's fifteen mobile circles, which

collectively covered only 56%of Indian's land mass.

Airtel Milestones

Air Tel has to its credit some of the most significant milestones in the

history of the Indian cellular industry.

2004 Bharti Cellular launched cellular services Airtel in Delhi.

2005 Air Tel becomes the first cellular services in Himachal Pradesh Golden

Peacock National Training Award - 1999 to Bharti Cellular for our Delhi mobile

operations from the institute of Directors, a non-profit association in Indian

committed to improving the competitiveness of Indian business by focusing on

development of business leaders, for the best human resources and training practices.

2006 The Technical award from Information Communications world, an

international business magazine, for four consecutive years (2005 to 2006) for brand

excellence, network quality, customer service and value added service in our Delhi

mobile circle. Bharti acquires the cellular services operations of JT Mobile in

Andhra Pradesh and Karnataka.

2007 Bharti Cellular acquired a 100% equity interest in Bharti MobiTel

(formerly Spice Cell), the cellular services provider in Kolkata. Bharti Cellular

entered into license agreements to provide cellular license bidding process.

Bharti Mobitel launches Airtel in Kolkata in December. Six Million Customers

November 2007.

2009 Roll out services in the eight new circles following the fourth

cellular license bidding ttjiis includes the mobile circles of UP(west), Haryana,

Madhya Pradesh, Maharashtra, Mumbai, Gujarat, Tamilnadu and Kerala.

Seven Million Customers — July 2009.

Today:

Largest Mobile footprint in India, covering 20 of the 22 licensed areas.

Proven track record of managing growth - both organic as well as by way of

acquisitions.

Airtel is largest player in the cellular horizon today and has consistently

leaded the market through its innovative products and services. Seven Million

Customers — July 2009.

Awards and Recognitions

Bharti was recognized as one of the "Leading Lights of Telecom" in

Asia in November 2001 in the Asian edition of the "tele.com"

magazine with analytical inputs from research Frost & Sullivan.

The leading telecommunications services provider in Indian in a survey of

Indian companies conducted by Business World in association with Indian

Marketing Bureau in September 2001:

The Techies award from Information Communications World an international

business magazine for four consecutive years (1997 to 2000) for brand

excellences network quality costumer services and value added service in our

Delhi Mobil circle;

Golden Peacock National Training Award -1990 to Bharti Cellular for our Delhi

mobile operations from the institute of Directors, a non- profit association in

India committed to improving the competitiveness of Indian business by

focusing on development of business leaders for the best human resources and

training practices: and Ascent - Times of India and Sideshow pass award in

1999 from the Asia

Pacific HRD conclave to Bharti Cellular for corporate excellence in the

category of most innovative human resource practices.

Mr.Sunil Bharti Mittal (chairman and Group Managing Director) was

honored as "One of the Top Entrepreneurs Worldwide" for the year 200 and

"Stars of Asia" for the year 2001 by international business magazine, Business

Week. Mr.Sunil Bharti Mittal was selected as the "Businessman of the

year 2002" by Business India.

Mr.Sunil Bharti Mittal was awarded the "Dataquest IT man of the year

2002".

Mr.Sunil Bharti Mittal was selected the "CEO of the year 2002" by world

HRD Congress.

Mr.Akhil Gupta (Joint Managing Director) was adjudged as the Chief

Financial Officer for year 2001 for mergers & Acquisitions activities by EIU.

Bharti Tele-Ventures

Bharti cellular limited Bharti Infotel Limited

BHARTI TELE - VENTURES

MOBILITY INFOTEL ENTERPRISES

Fixed-Line Long Distance, Group data & Broadband

AndhraPradesh

Chennai Delhi

NCR - Gujarat

Tamilnadu & Pondicherry

Haryana

Punjab

Mumbai

Himachal Pradesh

Karnataka

Kerala

Kolkata

Madhya Pradesh & Chattisgarh

Maharashtra & Goa

Delhi

Haryana

Madhya Pradesh

Karnataka

Chattisgarh

Tamilnadu

National Long Distance

International long Distance

Internet

VSAT

Network Solution

Strong strategic and financial partners

Bharti Tele-venture's existing shareholders have acquired direct and indirect

equity interests in the company for total consideration exceeding US$, 1 billion.

SingTel is one of Bharti Tele-venture's key strategic partners and its

position as one of Asia's leading telecommunications service provider gives the

company access to valuable knowledge in implementing telecommunications

projects and to its international expertise and managerial resources. Bharti Tele-

ventures other partners include leading international financial investors such as

Warburg pincus, International Finance Corporation, the Asia. Infrastructure Fund

group and New York Life Insurance.

The largest private sector integrated telecommunications services group

in Indian in terms of the number of customers.

1) Largest Mobile footprint in India, covering 15 of the 22 licensed areas.

2) Proven track records of managing growth & acquisitions.

3) First and Largest private telecommunication services company offering

Fixed-line services in India.

4) Existing foreign shareholder have acquired directed and in directed equity

interests in the company for a total consideration exceeding US$.1 billion.

5) First private telecommunications company to launch long distance

services.

6) 6. First off the block to launch fixed-line services in all the four circles

of Delhi, Haryana, Karnataka and Tamil Nadu.

Product profile of Airtel

The Airtel has been offering two types of schemes:

1) pre-paid scheme

1) post-paid scheme

Pre-paid scheme:

It is a widely accepted scheme by the most of the new subscribers. Under

pre-paid scheme, it has three plans to opt for.

Those are:

a) Rs.299 plan.

a) Rs. 499 plan

b) Rs. 1029 plan

Post-paid scheme:

It is used by most of the bulk users whose airtime usage is more

and is also used by most of the corporate & business people. There are various

plans that are offered under postpaid scheme. Those are:

1)Youtopia

2)Smart Life

3)Value Life

4)Value Max

5)Standard TRAI plan

Pre-paid connection (Airtel Magic)

Airtel magic is ready-to-use, no-hassle cellular connection. It comes pre-

activated with STD/ISD calling facility (depending upon the plan purchased).

Backed by Airtel, the leading cellular operator on India, it gives crystal

clear communication across the all cities.

Highlights of pre-paid connection (Airtel Magic)

Wide Availability

Instant Connectivity

No Bills

Total cost control

Convenient Recharge

Minimal documentation

No rentals

No deposits

STD/ISD facility

Remote Messaging Service (SMS)

Free caller Line Identification (CLIP)

Call waiting ,call hold, call conference

Available in over 2500 stores including departmental stores, general

stores, medical shops, telecom booths etc.

Value Added services

1) Voice Based Services:

(a) Voice mail

(b) Fax service .

(c) Call conference

(d)Dial-In service

(e) Cricket contest on 646

2) Text Based Services:

(a) LUVM8Language SMS

(b)Text Message

(c) Information Service

(d)Email-Send and receive

(e) M-banking

(f) M- panchangam

(g)Ring tones & Logos

(h)Net2mobile SMS chat

(i) Scheduler

(j) Group Messaging

(k)Cricket contest

(l) Play back contest

(m) Contests 2 win contest

3) Call management services:

(a) Call Line Identification (CLI)

(b)Cell Line Identification Restriction (CLIR)

(c) Call Wait

(d)Call Hold

(e) Call Divert

4) Fax and data services:

(a) Fax Facility

(b) Data Facility

5) Others:

(a) STD7ISD

(b)Smart roam

(c) South roam

(d) All India roaming

CHAPTER-V

DATA ANALYSIS & INTERPRETATION

TABLE-01

Age of the customers

Age No of responds % of responds

20-25 124 44.2

26-30 78 27.8

31-35 34 12.1

36-40 30 10.7

Above 40 14 7.0

Total 280 100

INTERPRETATION:

This TABLE shows that more than 45% of users are 20-25 years, 28% of users

are 26-30yeares, 31-35 years near about 12% and remains are above 36 years of

the total respondents.

CHART-1

0

20

40

60

80

100

120

140

20-25 26-30 31-35 36-40 Above40

No of responds

% of responds

OCCUPATION OF THE CUSTOMER

TABLE-02

Occupations Number of responds % of responds

Students 148 52.8

Business 58 20.78

Professionals 09 3.24

Govt. employees 38 13.53

Others 27 9.65

Total' 280 100

INTERPRETATION:

More than 50% of mobile users are students or with business men are 21 %and

gout employees are 14% and the rest constitute professionals and other of the

total Respondents

CHART-2

0

20

40

60

80

100

120

140

160

Number ofresponds

% of responds

INCOME OF THE CUSTOMER

TABLE-03

Income respondents %of respondents

5,000-10,000 98 35

10,000-15,000 89 31.78

15,000-20000 54 19.28

Above 20,000 39 13.94

Total 280 100

INTERPRETATION:

This TABLE shows the income level of respondents, 35% of respondent's

income is 5000-10000 More than 31% of respondents income is 10000-

15000,20% ofrespondentincomeis 15000-20000 and above 20000 respondents

are 14% The average income of the mobile phone user per month is found to be

61:30.

CHART-3

0

20

40

60

80

100

120

5,000-10,000

10,000-15,000

15,000-20000

Above20,000

respondents

%of respondents

NUMBER OF CELLULAR CONNECTION IN YOUR FAMILY

TABLE-04

Number of cellular Number of responds % of responds

One 210 75

Two 38 13.75

Three 27 0.09

Four and above 5 0.017

INTERPRETATION:

More than 75% of the respondents are using one mobile phone 38% of

respondents are two mobiles and remaining respondents are using 32% of mobile

phones.

CHART-4

0

50

100

150

200

250

One Two Three

Number ofresponds

% of responds

DID YOU PREFER CELLULAR SERVICE

TABLE-05

contents No of responds % of responds

.... Mobility 56 20

Prestige 42 15

Features 68 24.28

Better communication 114 40.72

Total 280 100

INTERPRETATION:

About 40% of respondents are using mobile phones for better communication

and 24% of users are using for good features, 20%of respondents are for

good mobility, and remaining 16 % of respondents are using for prestige.

CHART-5

0

20

40

60

80

100

120

No of responds

% of responds

ARE YOU CUSTOMER OF AIRTEL

TABLE-06

Contents No of responds % of responds

Yes 280 100

NO 0 0

INTERPRETATION:

In my survey I prefer for judgemental sampling so all respondents are Airtel

customers only.

CHART-06

0

50

100

150

200

250

300

Yes NO

No of responds

% of responds

HOW LONG HAVE BEEN THE CUSTOMER OF AIRTEL

TABLE-07


<6 months 112 40

6 months-1 year 86 30.02

>1 year 82 29.98

Total 280 100

INTERPRETATION:

This TABLE show that respondents are using the connection of Airtel, 40% of

respondents are using before 6 months back, and above 30%of respondents are using

6months- l year and remaining 30% of respondents are using more than one year.

CHART-07

0

20

40

60

80

100

120

<6 months 6 months-1year

>1 year

No of responds

% of responds

HOW DID YOU COME TO KNOW ABOUT AIRTEL

TABLE-08

contents No of responds %of responds

Newspapers 49 17.5

Televisions 38 13.57

Hooding 67 23.93

Magazines 77 27.5

Word of mouth 49 17.5

Total 280 100

INTERPRETATION:

This TABLE shows that Advertisement is a major source of awareness for

majority of respondents are come to know about the Airtel. In these

respondents more then 27% of respondents are seeing magazines, 24% of

respondents are seeing hoodiesand more than 17% of respondents are reading

news papers.

CHART-08

0102030405060708090

No of responds

%of responds

ARE YOU SATISFIED WITH CUSTOMERCARE

TABLE-09


Highly satisfied 69 24.64

Satisfied 98 35.1

Not satisfied 57 20.26

No idea 56 20

Total 280 100

INRERPRETATION:

Above 60% of the Airtel users are satisfied with the customer care of the

mobile connection. Among these about 25% of respondents are highly satisfied

35% of respondents are satisfied and 20% of respondents are not satisfied.

CHART-09

0

20

40

60

80

100

120

No of responds

% of responds

WHAT DO YOU FELL ABOUT THE NETWORK COVERAGE

TABLE -10

contents No of responds %of responds


Satisfied 96 34.2


Need to improve 58 20.7

Total 280 100

INTERPRETATION:

A majority of 80% of the Airtel users is satisfied with its coverage range, In this 28%

of respondents are highly satisfied, 34% of respondents are satisfied, 17% of

respondents are not satisfied and 21%of respondents are gave the suggestion the

network need to improve about the coverage.

CHART-10

0

20

40

60

80

100

120

No of responds

%of responds

REASON FOR PREFERING AIRTEL

TABLE-11


Wide coverage 76 27.16

Good customer care 84 30.00

Less tariffs 35 12.53

Clear signals 85 30.35

Total 280 100

INTERPRETATION:

This TABLE shows the preferring for Airtel in this 60% of respondents are

preferring for good customer care and clear signals, 27% of respondents are

prefer for wide coverage and 12% of respondents are prefer for less tariff

plans.

CHART-11

0102030405060708090

No of responds

% of responds

SCOPE OF IMPROVEMENT IN ALL WORK

TABLE-12


Urban area 49 17.5

Rural area 99 35.35

Costal area 46 16.42

Highways 86 30.73

Total 280 100

INTERPRETATION:

The respondents are giving satiations for network improves in different areas,

more then 35%of respondents are rural areas, 30% of respondents are

highways, 16% of respondents are costal areas

CHART-12

WEATHER YOU SATISFYED IN TERMS OF CLARITY

0

20

40

60

80

100

120

No of responds

% of responds

TABLE-13



Satisfied 82 29.2



Total 280 100

INTERPRETATION:

This TABLE shows that how the respondents are satisfied about the clarity of

the signals. 15% of respondents are highly satisfied about the clarity of the

voice, 29% of respondents are satisfied and 35% of respondents gave the

satiation need to improve the signals.

CHART-13

0

20

40

60

80

100

120

No of responds

% of responds

ARE YOU SATISFACTION TO THE BILLING SYSTEM

TABLE-14



Satisfied 54 19.28



Total 280 100

INTERPRETATION:

Though the majority of 40% Airtel users are aware of the billing system,14%of

respondents are highly satisfied about the billing system,20% of respondents

are satisfied but important 26% of respondents are not satisfied about the billing

system.

CHART-14

0

20

40

60

80

100

120

140

No of responds

% of responds

TABLE – 15

THE MODE OF PACKAGE BEING USE PRESENTLY


Pre-paid 193 68.9

Post – paid 87 31.10

INTERPRETATION:

The data in the table shows that out of total 280 respondents 68% of respondents

are using prepaid connections and remaining 31% respondents are using.

CHART-15

0

50

100

150

200

250

No of responds % of responds

Pre-paid

Post – paid

WHAT TYPE OF PREPAID CARD ARE YOU USING

TABLE-16


299 83 43.5

499 87 44

1080 20 10.8

3020 3 1.5

total 193 100

INTERPRETATION:

This TABLE shows the type of recharge cards used by the respondents. In this

100%most of all respondents are using 43% of using 299 package 45%of

respondents are using 499 package 10% of respondents are using 1080 in the

pre-paid package.

CHART-16

0

500

1000

1500

2000

2500

3000

3500

1 2 3 4

contents

No of responds

% of responds

HOW OFTEN DO YOU RECHARGE YOUR SIM CARD IN A MONTH

TABLE-17

"Contents No of responds % of responds

Once 138 71.5

Twice 49 25.4

Thrice or more 6 4.0

Total 193 100

INTERPRETATION:

This TABLE shows that the respondents how many times they recharge in a

month, more than 71% of respondents are recharge once in a month ,26% of

responds are recharge twice in a month only 4% of responds are recharge thrice

in a month.

CHART-17

0

20

40

60

80

100

120

140

160

Once Twice Thrice ormore

No of responds

% of responds

ARE YOU INTERSETED IN POST- PAID

TABLE-18


Yes

• <•

72 30.6

No 121 69.4

Total 193 100

INTERPRETATION:

This TABLE shows that respondents are interested in post- paid or not in that

more than 69% of respondents are not interested for post-paid connections and

30% of respondents are interested in post-paid connection

CHART-18

0

20

40

60

80

100

120

140

Yes • <• No

No of responds

% of responds

IF POST PAID WHAT PLAN YOU BELONGS TO

TABLE-19


Youth opia 23 26.4

Smart life 36 48.3

Value life 24 22.9

Value max 4 1.42

Total

.

100 100

INTERPRETATION:

This TABLE shows that the respondents are belongs to which plan, hear 26% of

respondents are belongs to youth opia, 41% respondents are smart life 23% of

respondents are value life, and 2% respondents are belongs to the value max.

CHART-19

0

5

10

15

20

25

30

35

40

45

Youthopia

'Smartlife

Valuelife

Valuemax

No of responds

% of responds

WHETHER YOU ARE SATISFIED WITH THE SELECTED PACKAGE?

TABLE-20



Satisfied 45 51.7


sufficient 3 15.44

Total 100 100

INTERPRETATION:

This TABLE shows that the respondents are selected different types pf

packages with that packages how much they satisfied in that 79%of

respondents are satisfied and 17% of respondents are not satisfied with the

selected packages and finally 4% of respondents are sufficient.

CHART-21

0

10

20

30

40

50

60

No of responds

% of responds

TABLE-22


Yes 72 82.7

No 15 17.3

This TABLE shows that the post paid customers are receiving the bills properly

or not .hear 83% of respondents are receiving the post paid bills properly,

17% of respondents are not receiving not properly.

CHART-22

0

10

20

30

40

50

60

70

80

90


Yes

No

HOW MUCH AMOUNT YOU ARE PAYING THE BILL

TABLE-23


500-1000 64 79.5

1000-1500 11 22.6

1500-2000 09 10.3

2000 above 03 3.44

Total 87 100

INTERPRETATION:

This TABLE shows that respondents are paying the bill per month,74% of

respondents are 500-1000, 1000-1500/- are paying only 13%, 1500-2000 are

paying the bill only 10%

CHART-23

0

10

20

30

40

50

60

70

80

90

500-1000

1000-1500

1500-2000

2000above

No of responds

% of responds

ARE YOU AWARE OF THE SCHEME

TABLE-24


Yes 189 67.5

No 91 32.5

Total 280 100

This (able shows that more than 67% of respondents are aware of the schemes

and 33% of respondents are not aware of the schemes are introduce the Airtel.

CHART-24

0

20

40

60

80

100

120

140

160

180

200


Yes

No

ARE YOU SATISFIED WITH SCHEM AND PACKAGE OFFERED BY

AIRTEL

TABLE-25


Yes 163 58.4

No 117 41.78

Total 280 100

INTERPRETATION:

This TABLE shows that percentage of the respondents are satisfied about the

schemes and packages are offered by Airtel.58% of respondents are know about the

schemes and 42% of respondents are don't know about the package offered by

Airtel.

CHART-25

0

20

40

60

80

100

120

140

160

180


Yes

No

TABLE -25

Rank the following schemes which are offered by you

Schemes 1 2 3 4 Total WA Rank

Full talk

time

78 98 63 11 743 74.3 1

Roaming 96 72 48 34 730 73.0 2

facility

Airtime

facility

53 49 100 48 607 60.7 3

Sms facility 23 31 39 157 420 42.0 4

INTERPRETATION:

The data shows about the ratings given by the customers for the different

facilities. Majority of the customers have responded positively and rated highest

for full talk time whereas remain facilities was rated second while airtime facility

and sms facility were rated consecutively.

CHART-25

0

100

200

300

400

500

600

700

800

Series1

Series2

Series3

Series4

Series5

Series6

Series7

Series8

CHAPTER-5

FINDINGS:

The following finding work elucidated from the accumulated and analyzed

data.

Most respondents analyze for male subscribers. A major portion of

mobile users belongs to the age group of 20-30 years. The

respondents whose income range lies between Rs.5000/- to

Rs.10000/-founcl to be more interested to opt for cellular service.

Businessmen and students occupy major portion of the respondents.

Most of the respondents have only one cell connection in their

family.

Major portions of the respondents are going for the cellular service

to avail the benefits of mobility, features, better communication,

and prestige wide coverage.

.During the study, it is found that most of the respondents are Airtel

customers. Most of the respondents are the subscribers of Airtel for a

period of 6months to one year.

Major portions of the respondents are aware of Airtel through word

of mouth. Television. The number of subscribers of post-paid

scheme is less than the number of subscribers of pre-paid scheme

of the total respondents. More than half of the pre-paid plan

respondents are using Rs.320 plan.

Major portion of the pre-paid respondents are recharging their SIM

cards once in a month. Most of the pre-paid respondents are not

interested in conversion from pre-paid scheme to post paid scheme.

A major portion of the post-paid customers are using smart life plan.

A very few portion of the respondents are using the other cellular

services. Most of the respondent are satisfied wither the customer

care.

Most of the respondent are satisfied wither the Network

coverage.Most of the respondents scope that the network coverage

should be improved in rural areas.

Most of the respondents of port-paid plan are paying the bill

amount of Rs. 1001-1200. Most of the respondents of post-paid are

satisfied with this offer.

SUGGESTIONS

Airtel should come up with the attractive and convinced packages especially

female customers and the captured this particular segment.

The company should also concentrate on Female subscribers.

As (ho major portion of the cellular subscribers are from the age group

of 20 30 Years. The promotional activities should match the

expectations of 20-30Years age group. The promotional activities

should also attract the people whose income range lies between 5,000 -

15,000.

Provide various customer friendly schemes so as to attract more number

of customers.

More information should be provided to the customers so as to attract new

customers.

The Company should try to balance the quality as well as price of the

products so As to remain as the Market Leader.

Try to concrete more on Post-Paid cards.

Provide more information about Value Added Services.

Value Added Services should be provided free.

Advertising should be improved in Newspapers and Hoardings.

Roaming charges should be lowered.

Network should be improved in Rural Areas and Highways.

Out-going charges should be lowered.

AOL {Andhra on Local) facility should be continued.

Respondent’s a i r not satisfied with ADC (Access Deficit Charges), so

these Charges should be lowered or it should be paid by the Company

itself.

Activation charges should be lowered. In the cellular industry, day-

today usage of the cellular service has become widely spread and in every

corner, the application is more. It was found from the study conducted, that the

most of the respondents prefer the cellular services because of many

attributes associated with i t .

In the cellular industry, day-today usage of the cellular service has

become widely spread and in every corner, the application is more. It was

found from the study conducted, that the most of the respondents prefer the

cellular services because of many attributes associated with i t .

The company should concentrate on increasing the volume of the

number of the subscribers.

The Company wanted certain information with regard to types and

usage of cellular service, which had been found out by the researcher, and

these were shown in the findings. Apart from these findings, the customer

satisfaction of Airtel subscribers studied analytically and relevant

recommendations were given under suggestions.

The researcher hopes that if the company takes note of various findings

and implement the suggestions, it can increase its market share. It can

ultimately retain its market share even competing with TATA & RELIANCE

of CDMA Technology too.

The future world depends on communication network. The ideal way to

communicate faster is to go for cellular service.

BIBLIOGRAPHY

Books:

S.No Author Name Title of the Book Edition/Year

1 Philip Kotler Marketing Management Millenium

Edition/20002 S.A.Chunawalla Essentials of Marketing

Research

1995

3 Dr.D.D.Sharma Marketing Research Millenium

4 David J Luck/Business Statistics &

Operations Research

Edition/2000 7th

Edition/ 1996

Ronald S Rubin Elementary Statistics

5Dr S P Gupta / Dr

P K Gupta / Dr

Manmohan

Business Statistics First Edition /1 997

6 H C Saxena 1995

7 S P Gupta & M P

Gupta

1997

Web Links:

www.Bharti.com

www.Airtelworld.com

www.google.com

www.indiatelecomnews.com

www.iamai.in

http://www.indiatelecomnews.com/

http://www.google.com/

http://www.airtelworld.com/

Documents

Airtel Customer Satisfaction