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SUMMER TRAINING PROJECT REPORT

On

CUSTOMER SATISFACTION FOR AIRTEL

PRODUCTS AND SERVICES

Submitted in partial fulfillment of the requirement of the Degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted To: Submitted By:Miss. Lovely Srivastava Alok Kumar Singh

(PROJECT GUIDE, FACULTY UIT) MBA (3rd SEM, 2009-11)

Roll No.0928470005

UNITED INSTITUTE OF TECHNOLOGY, ALLAHABAD

(GAUTAM BUDDH TECHNICAL UNIVERSITY, LUCKNOW)

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UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD


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TRAINING CERTIFICATE

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COLLEGE CERTIFICATE

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DECLARATION

I ALOK KUMAR SINGH a student of MBA 3RD SEMESTER UNITED

INSTITUTE OF TECHNOLOGY, ALLAHABAD ROLL NO- 0928470005

respectively hereby declare that the Project Report on CUSTOMER

SATISFACTION FOR AIRTEL PRODUCT AND SERVICES is the outcome of

my own work and the same has not been submitted to any other University/Institute

for the award of any degree or any Professional diploma.

ALOK KUMAR SINGH

ROLL NO-0928470005

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ACKNOWLEDGEMENT

Presenting a Summer Training project of this type is an arduous task,

demanding a lot of time. I cannot in full measure reciprocate the kindness shown and

contribution made by various persons in this endeavour. I will remember all of them

with gratitude.

My sincere thanks towards Mr. Arun Gupta (Airtel, Agra), for giving me a

chance to take this project and for her valuable guidance, which helped me on all

those points, which I needed to include in, with full intensity , for his significant

support extended for the successful completion of the project

I am extremely gratified to Mr. Arun Gupta (Director Airtel ,Agra), who

was extremely helpful in offering his professional expertise and bestowing me

practical knowledge in all spheres related to the whole organization working.

I am very grateful to ourDirector Dr. Jagdish Gulati; H.O.D Mr. Sudhir

Kumar Sinha , Project Guide Miss. Lovely Srivastava and all faculty members for

their excellent guidance in the completion of my project work

I am always thankful to my God, for always being with me and showing me

the right ways, my family members, for always doing favours to me and my friends

and colleagues consistently helped with encouragement and criticism throughout the

project work, for always lifting my sights to higher vision, raising my personality

beyond normal limitation and for realizing me my strengths and potential, specially

my brother, as I did not always welcome her exhortation, try again; you can do

better. But this project owes a great deal to it and so do I.

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ALOK KUMAR SINGH

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EXECUTIVE SUMMARY

Airtel comes to you from Bharti Cellular Limited - a part of the biggest

private integrated telecom conglomerate, Bharti Enterprises.Bharti provides a range of telecom services, which include Cellular, Basic,

Internet and 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 24 states

covering all four metros and more than 100 million satisfied customers

Bharti Tele-Ventures believes that the demand for mobile services in India will

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

Lower tariffs and handset prices over time;

Growth in pre-paid customer category;

Greater economic growth and continued development of India's economy;

Higher quality mobile networks and services; and

Greater variety and usage of value added services

The project is based on the study of consumer trends, behaviour,

preferences and level of satisfaction in Airtel communication Ltd. The study was

conducted in Agra with sample size of 50 and sample units were suppliers and

Consumer of mobile connection.

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TABLE OF CONTENTS

8


CHAPTER I 8

INTRODUCTION 9-20

COMPANY PROFILE 21-25

ORGANIZATIONAL STRUCTURE 26-30

PERFORMANCE OF COMPANY 31-37

PRODUCTS AND SERVICES 38-48

CHAPTER II 49

OBJECTIVE AND SCOPE OF THE STUDY 50-51

THEORETICAL CONCEPTS 52-60

RESEARCH METHODOLOGY 61-68

CHAPTER III 69

ANALYSIS AND INTERPRETATION 70-88

FINDINGS 89-91

CONCLUSION & RECOMMENDATIONS 92-94

CHAPTER IV 95

LIMITATION OF STUDY 96

ANNEXURE 97-102

BIBLIOGRAPHY 103-104


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CHAPTER-1

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INTRODUCTION

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TELECOM HISTORY SINCE 1842 UNTIL NOW

With the dramatic changes in interpersonal communication over the past decade,

Internet messaging has emerged as the primary medium for transferring information

quickly, inexpensively, and reliably. However, the growing popularity of wireless

telephones has added another dimension to the communications equationmobility.

As more Indians rely on cellular communication, this market is expected to see

explosive growth over the forecast period.

Lets have a review of telecommunication History:-

TELECOM HISTORY

1842: Wireless by conduction

1843: Early electromagnetic research, wireless by induction

1865: Induction and Dr. Loomis

Early radio discoveries

1879: D.E. Hughes and the first radio-telephone reception

1880: The photo phone and the first voice radio-telephone call

1880 to 1900: Radio development begins in earnest

1910: The first car-telephone

1924: The first car-mounted radio-telephone

1937: Early conventional radio-telephone development

The modern era begins

1946: The first commercial American radio-telephone service

1947: Cellular systems first discussed

1948: The first automatic radio telephone service

1969: The first cellular radio system

1973: The Father of the cell phone

1978: First generation along cellular systems begin1980: Growth of Japanese cellular development

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1981: NMT -- the first multinational cellular system

1982: The rise of GSM

1990: North America goes digital: IS-54

Prehistory (Birth to Bell Labs, 1924)

While puzzling over the mysteries of radio, many inventors worked

concurrently on power generation, telegraphs, lighting, and later, telephone. The

thorough understanding of electricity required to produce a reliable, practical radio

system took a long time and happened in different phases.

In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science

that could help generate electrical power and, if fully understood and applied, usher in

the era of telecommunication.

Michael Faraday - 1791 to 1867

In 1821, Michael Faraday reversed Oberstars experiment and in so doing

discovered induction. This helped him build the world's first electricity generator. He

worked on different electrical problems in the next ten years, eventually publishing

his results on induction in 1831.

JosephHenry - 1797 to 1878

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In 1830 the great American scientist Professor Joseph Henry transmitted the

first practical electrical signal; showing that electromagnetism could do more than

just create current or pick up heavy weights -- it could communicate. In a stunning

demonstration in his Albany Academy classroom, Henry created the forerunner of the

telegraph. While Henry did not pursue electrical signalling, he did help someone who

did. And that man was Samuel Finley Breese Morse.

Samuel Morse - 1791 to 1872

In 1837, Samuel Morse invented the first practical telegraph, applied for its

patent in 1838 and was finally granted it in 1848. Joseph Henry helped Morse build a

telegraph relay or repeater that allowed long distance operation. The telegraph

brought the country closer and eventually the world. Morse also experimented with

wireless, not by passing signals though the atmosphere but through the earth and

water. Without a cable.

Wireless by conduction

On October 18, 1842, Morse laid wires between Governor's Island and

Castle Garden, New York, a distance of about a mile. Part of that circuit was under

water. However, before he could complete the demonstration a passing ship pulled up

his cable, ending it seemed, his experiment. Undaunted, Morse proceeded without the

cable, passing his telegraph signals through the water itself. This is wireless by

conduction.

Over the next thirty years, most inventors and developers concentrated on

wire line telegraphy, that is, conventional telegraphy carried over wires suspended on

poles. Few tinkered exclusively with wireless since a basic radio theory had not yet

been worked out. Telegraphy, however, did produce a good understanding of wireless

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by induction since wires ran parallel to each other and often induced rogue currents

into other lines.

Early electromagnetic research

In 1843, Faraday began intensive research into whether space could

conduct electricity.

In 1864, Maxwell released his paper "Dynamical Theory of the

Electromagnetic Field" which concluded that light, electricity and magnetism were all

related and that all electromagnetic phenomena travelled in waves.

Induction and Dr. Loomis

In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first

person to communicate through wireless via the atmosphere. Between 1866 and 1873,

he transmitted telegraphic messages at a distance of 18 miles. At one location, he

even flew a metal-framed kite on a metal wire, perhaps taking inspiration from

Benjamin Franklin. At another location, a similar kite picked up these signals and

noted them with a galvanometer.

Early radio discoveries

Maxwell's 1864 conclusions were distributed around the world and created a

sensation. However, it was not until 1888 that Professor Heinrich Hertz of Bonn,

Germany, could produce and detect radio waves consistently and reliably.

On November 22, 1875, while working on acoustical telegraphy, a science

close to telephony, Thomas Alva Edison noticed unusual looking electro-magnetic

sparks.

D.E. Hughes and the first radiotelephone reception

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From 1879 to 1886, London-born David Hughes discovered radio waves but

was told incorrectly that he had discovered no such thing. Discouraged, he pursued

radio no further.

Hughes noticed a clicking noise in his home built telephone each time he

worked using his induction balance, a device now often used as a metal detector. He

transmitted signals from one room to another in his house in London. But since the

greatest range there was about 60 feet, Hughes took to the streets with his telephone,

intently listening for the clicking produced by his clockwork transmitter, gradually

diminishing until it no longer could be heard.

Alexander Graham Bell was the man who invented the telephone and made

the first call on a wired telephone to Thomas Watson. Bell was also first with radio.

1888 onwards: Radio development begins in earnest

In 1888, the German, Heinrich Hertz, conclusively proved Maxwell's

prediction that electricity could travel in waves through the atmosphere. Unlike

Hughes, the extensive and systematic experiments into radio waves that Hertz

conducted were recognised and validated by inventors around the world.

Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them

to ring a bell remotely and to explode some gunpowder".

Marconi established the first successful radio system. In 1901, his radio-

telegraph system sent signals across the Atlantic Ocean. Ships were the first wireless

mobile platforms. In 1901 Marconi placed a radio aboard a Thorny croft steam-

powered truck, thus producing the first land-based wireless mobile transmitting data,

not voice.

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In December 24, 1906, Reginald Fessenden accomplished the first radio band

wave communication of human speech over a distance of 11 miles, from Brant Rock,

Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to

telegraph codes, no longer just a wireless telegraph, but a means of verbal

communication.

The first car-telephone

From 1910 onwards, Lars Magnus Ericsson, the man who founded

Ericsson in 1876, and his wife Hilda, regularly worked the first car telephone. Access

was not by radio; instead, there were two long sticks, like fishing rods, handled by

Hilda. She would hook them over a pair of telephone wires, seeking a pair that was

free. When they were found, Lars Magnus would crank the dynamo handle of the

telephone, which produced a signal to an operator in the nearest exchange.

Around the same time, the triode tube was developed, allowing far greater

signal strength to be developed both for wireline and wireless telephony. No longer

passive like a crystal set, a triode was powered by an external source, which provided

much better reception and volume.

Later, with Armstrong's regenerative circuit, tubes were developed that could

either transmit or receive signals, were stable and powerful enough to carry the

human voice and sensitive enough to detect those signals in the radio spectrum.

In 1919, three firms came together to develop a wireless company that one

day would have a reach across the globe. Heavy equipment maker ASEA, boiler and

gas equipment maker AGA and telephone manufacturer LM Ericsson formed SRA

Radio, the forerunner of Ericsson's radio division.

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The first car-mounted radio-telephone

Bell Laboratories claims to have invented the first version of a mobile in1924. It was a two-way, voice-based radiotelephone and the adjoining photograph

from their site certainly seems to confirm it.

History of cellular mobile telephony: 1982 to 2001

1980 - First cellular phones began to appear

1982 - Nordic Mobile Telephony (NMT) standard

1983 - American Mobile Phone System (AMPS) standard

1986 - Nordic Mobile Telephony (NMT) 900 MHz

1991 - Commercial launch of the GSM service

1993 - Coverage of main roads GSM services start outside Europe

1994 - Japanese Digital Cellular (JDC)

1996 - USA Personal Communications Systems (PCS)

1982 - The beginning

During the early 1980s, analog cellular telephone systems experienced rapid

growth in Europe, particularly in Scandinavia and the United Kingdom, but also inFrance and Germany. Each country developed its own system, which was

incompatible with those of others, in equipment and operation. This was an

undesirable situation, because not only was the mobile equipment limited to operation

within national boundaries, but also limited to the market for each type of equipment.

This scenario in a unified Europe was undesirable.

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The Europeans realized this early on, and in 1982, the Conference of

European Posts and Telegraphs (CEPT) form a study group called the Group Special

Mobile (GSM) to study and develop a pan-European public land mobile system. The

proposed system had to meet certain criteria, which included:

1. Good subjective speech quality.

2. Low terminal and service cost.

3. Support for international roaming.

4. Ability to support handheld terminals.

5. Support for a range of new services and facilities.

6. Spectral efficiency

7. ISDN compatibility.

Nordic Telecom and Netherlands PTT proposed to the CEPT the development

of a new digital cellular standard that would cope with the ever-burgeoning demands

on European mobile networks. The European Commission (EC) issued a directive,

which required member states to reserve frequencies in the 900 MHz band for GSM

to allow for roaming.

1986 Main GSM radio transmission techniques were chosen.

1987 September - 13 operators and administrators from 12 areas in the CEPT GSM

advisory group signed the charter GSM (Group Special Mobile) Mou "Club"

agreement, with a launch date of 1 July 1991.

The original French name Group Specials Mobile was changed to Global System for

Mobile communications; but the original GSM acronym remains.

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GSM SPECIFICATIONS WERE DRAFTED.

1989 1998

In 1989, GSM responsibility was transferred to the European

Telecommunication Standards Institute (ETSI), and phase I of the GSM

specifications was published in 1990. Commercial services started in mid 1991, and

by 1993, there were 36 GSM networks in 22 countries, with 25 additional countries

like South Africa, Australia and many Middle and Far East countries opting for GSM.

By the beginning of 1994, there were 1.3 million subscribers worldwide.

The developers of GSM chose an unproven (at that time) digital system, as

opposed to the then standard analog cellular systems like AMPS in the United States

and TACS in the United Kingdom. They had faith in the advancements in

compression algorithms and digital signal processors to allow the fulfilment of the

original criteria and the continual improvement of the system in terms of quality and

cost.

The European Telecommunications Standards Institute (ETSI) defined GSMas the internationally accepted digital cellular telephony standard.

1990

Phase 1 GSM 900 specifications were frozen

DCS adaptation started.

Validation systems implemented.

First GSM World congress at Rome had 650 participants.

1991

First GSM specification was demonstrated.

DCS specifications were frozen.

GSM World Congress at Nice had 690 participants.

1992

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January - The first GSM network operator was Oy Radiolinja Ab in Finland.

December 1992 - 13 networks were on air in 7 areas.

GSM World Congress at Berlin had 630 participants.

1993

GSM was demonstrated for the first time in Africa at Telecom '93 in Cape Town.

Roaming agreements between several operators were established.

By December 1993, 32 networks were on air in 18 areas.

GSM World Congress at Lisbon progressed with 760 participants.

Telecom '93 was held in Cape Town. First GSM systems were shown.

1994

First GSM networks in Africa were launched in South Africa.

Phase 2 data /fax bearer services were launched.

Vodacom became the first GSM network in the world to implement data/fax.

GSM World Congress at Athens drew 780 participants.

December 1994 -- 69 networks were on air in 43 areas.

1995

GSM MOU was formally registered as an association registered in Switzerland with

156 members from 86 areas.

GSM World Congress at Madrid attracted 1400 participants.


Fax, Data and SMS roaming started.

GSM phase 2 standardisation was completed, including adaptation for PCS 1900.

First PCS 1900 network was shown live 'on air' in the USA.

Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM.

Namibia goes on-line.

Ericsson 337 wins GSM phone of the year.

US FCC auctioned off PCS licenses.

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1996


GSM World Congress was held in Cannes.

GSM MOU Plenary was held in Atlanta GA, USA.8K SIM was launched.

Pre-paid GSM SIM cards were launched.

Bundled billing was introduced in South Africa.

Libya goes on-line.

Option International launches the world's first GSM/Fixed-line modem.

2001

Feb -- GSM Conference held in Cannes.

By May 2001 there were 500m GSM 900/1800/1900 users worldwide.

16 billion SMS messages were sent in April 2001.

By April, 500 million people are GSM users.

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COMPANY PROFILE

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AIRTEL MOBILE COMMUNICATIONS LIMITED

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting

investments in telecommunications services. Its subsidiaries operate telecom services

across India. Bharti Tele-Ventures is India's leading private sector provider of

telecommunications services based on a strong customer base consisting of 100

million total customers, on 15 May 2009.

Bharti Tele-Ventures vision for its mobile business is To make mobile

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

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

(1) error free service,

(2) products and services &

(3) costefficiency.

The Companys strategic objective is to consolidate its leadership position

amongst the mobile service providers in India. Bharti Tele-Ventures believes that the

demand for mobile services in India will continue to grow rapidly because of the

following factors:

Lower tariffs and handset prices over time;

Growth in pre-paid customer category;

Greater economic growth and continued development of India's economy;

Higher quality mobile networks and services; and

Greater variety and usage of value added services.

Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM

services in all the twenty-two telecom circles in India. It proposes to consolidate all

its subsidiaries providing mobile services under Bharti Cellular Limited.

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Airtel comes to you from Bharti Cellular Limited - a part of the biggest private

integrated telecom conglomerate, Bharti Enterprises.

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 and more than 7 million satisfied

customers.

OBJECTIVE OF COMPANY To be a lead Telecom services provider.

Build customers confidence through quality and reliable services.

Provide bandwidth on demand

Contribute towards:

National plan target of 10 crore subscriber base for the country by 2010

Broadband customers base of 20 million in the country by 2010

Telephone in all villages.

Implementation of Triple play as a regular commercial proposition.

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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

CORE VALUE:

We will delight our customer with our simplicity, speed & innovation.

We will honour our commitment.

We will follow the highest standard of professional integrity & behaviour. We

will respect individual, build winning teams and lead by example. We will create a

fun filled and friendly workplace.

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BHARTI CELLULAR FOOTPRINT

Bharti is to first achieve critical mass, then drill deep instead of spreading thin.

In keeping with this, the company has been providing excellent service to its

subscribers in various states. It controls a portfolio of India's most attractive and

contiguous telecom geographies, including the states of Maharashtra (excluding

Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh and Delhi(inclusive of NCR). With a footprint dominating the map of India, Airtel Cellular

accesses over 45% of India's Total telephony potential. With the objective of critical

mass achieved, Airtel Cellular turned to drilling deep.

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ORGANISATIONSTRUCTURE

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AIRTEL DISTRIBUTION SYSTEM

DISTRIBUTION SYSTEM

A proper distribution system is very important for every company because

now days the customer wants full service without any pain. Airtel has a deep

penetration in the market of prepaid cards, coupons, easy recharge and post-paid

cards. I also have seen in the market the happy faces of customers and retailers of

Airtel because of the easy availability of Airtel cards and coupons.

BENEFITS OF GOOD DISTRIBUTION SYSTEM

1. Easy availability

2. Satisfied customers

3. Competitive advantage

4. Better market reputation

5. Saves time

DISTRIBUTION SYSTEM OF AIRTEL

1. Organisation (C&FA's)

2. Distributor

3. Retailer

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O r g a n i s a t i o nC & F A

D i s t r i b u t o r

F O S F O SF O S

S e v e r a

D i f f e r e n tR e t a i l e r s

D i f f e r e n tR e t a i l e r s

D i f f e r e nR e t a i l e r

D i s t r i b u t o r

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ORGANIZATION STRUCTURE

Organisation of AIRTEL provides services through FSO (Full Service Outlets) and

DSA (Direct Sales Agent)

MANAGEMENT HIERARCHY AT AIRTEL

" M A N A G E M E N

V I C E

M A R

C H A N

D I S T R

P R E

P R E

M A R K M A R K

M A R

C I R C L

V I C E

S A L E

C H I E

C H I E F

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THREE TYPES OF SALES:

1. Primary Sales - Organisation to Distribution of Prepaid, Postpaid Cards,

Coupons, easy recharge etc.2. Secondary Sales - Distributor to Retailers

3. Tertiary Sales - Retailer to End-users.

PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:

Dealer (Confirms on 570)

FOS (Saw that the form is completed and has Accessory papers)

Distributor (Activates the card)

PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:

Dealer (Collects of Cash and facilitates in Competition)

FOS (Collects the Form)

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PERFORMANCE OF

COMPANY

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SWOT ANALYSIS OF AIRTEL

Strengths -:

Investors Faith:

Investors faith in Airtel that causes huge monetary support.

Strong Administration:

Under the leadership of Bharti Cellular Ltd Airtel proved themselves as a

well-organized & administrative company.

Brand Name:

Airtel as a brand is the synonym of success. It is the largest private limited

organization of India.

Weakness -:

Lack of Co-Ordination between Deptt.

Lack of Choice of Good Pre-paid numbers like XXYY numbers like others

providing.

Opportunity -:

Favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can

easily modify their tariff plans according to it and gain customer attraction.

Threats -:

Tough COMPETITION: Airtel has to face a tough competition with existing

market leaders like Reliance (Reliance is providing Free Outgoing also) Tata

indicome, Idea, Vodafone and virgin.

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AIRTEL FSO

FSO - Full Service Outlet

Basically for providing customer services in terms of their queries to build

good relation with customers to reach a point of customer satisfaction. Building good

customer relation does not only help in expanding sales but also helps in knowing the

customer better and knowing the customer further leads to acknowledgement of tastes

& preferences of the customer.

One of the various ways to reach the customer is through franchisee. It helps

the customer to be in touch with a particular business. The franchisee should be at

many places to build a strong relation with all segments of customer. It must also

have many customer executives so that there are enough people to attend all

customers and time can be saved. It leads to instant help to the consumer to be happy

and satisfied and the sole purpose of marketing "Customer Satisfaction is achieved.

Outlook Of The Franchisee:

The franchisee was having transparent glasses outside so that anybody can

look in that its open from outside from inside the franchisee was beautifully furnished

with furniture. Most of the things there was of Red, black and white colour which are

colours of Airtel. The franchisee was centrally air-conditioned and has all the

necessary things which customer needs like sufficient number of seats, drinking water

etc.

Interacting With The Customer's

All the customer's were treated well, when they enters the franchisee the

executives greets them. All the executives there listens the customer query very

patiently and try there level best to solve it they send the customer to the floor

manager.

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For e.g.:

For the new connection - The executives first listening to the customer

patiently (his needs and preferences) than tell them postpaid and prepaid connection

plans which most suited to the customer and helps them to choose the best for them,

on the basis of their budget, for what purpose they are buying, how often he will use

it etc

Services Provided By Franchisee -:

New Post-paid and prepaid connectionNew SIM issue

Duplicate SIM issue.

Coupons and Easy recharge (Value)

Bill deposit (In cash and cheque)

Solving Customer queries

Migration of prepaid connection to post paid connection and vice versa

Name and Address change of post paid connection

Activation of Roaming and STD

Bill details

Changing of plans

Disconnection of plan

Mobile problems

Queries regarding broadband, GPRS

Queries regarding Land line phone

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Observation -:

The executives there were not fully aware of all plans. For eg. the executives

was not aware that on a recharge of 150 the customer would got a talk time of 150 ,

he come to know about it when the customer said that he got a message from Airtel

today about this plan. Customer's of new connection were very unhappy that there

connection will be activated after a weak. Customers were not satisfied with the

Airtel services. Customer care number doesn't connect easily, it takes a lot of time to

connect some-times a day to speak with executive. Many fraud cases were coming.

Most of the people are opting for post-paid connection instead of prepaid connection

post-paid and prepaid connection plans which most suited to the customer and helpsthem to choose the best for them, on the basis of their budget, for what purpose they

are buying, how often he will use it etc.

The franchisee sells 3 to 5 prepaid connections daily. Many customer's were

coming with the problem that the plan they are assigned was not opted by them.

Radio-connectivity of their system was getting very slow again and again by which

the customer's were getting irritated. The customer's who need prepaid connection

were getting less preference in comparison to the customer's who need post-paid

connection. .

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(a) Customer Care

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Do you need any clarifications on your bills? Do you have any

feedback or query on our Products & services? You can call us, send us an E-

mail or meet us in person. We shall be glad to help you out in every possible

way.

Contact us by phone

If you are on Airtel; just call us on 121 your Airtel Prepaid phone.

If you are on Airtel post-paid, just call us on 121 from your Airtel

All Airtel customer service centers [CSCs] now remain open on all 7 days

from 8 A.M to 8 P.M without any break for all activities.

Cheque deposit machines have also been installed in many cities, so that

customers can make payments 24X7 at their convenience.

Customers can also make payments by cheque/Demand Draft to Airtel

franchisees all over the country

Establishing call centers across the nation to provide single window solutions

and convenience to customers.

Countrywide Network Management to ensure uninterrupted and efficient flow

of telecom traffic.

Application Forms for new connections have been made free of charge for all

services

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PRODUCTS AND

SERVICES

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PREPAID PLANS

Are you wary of committing yourself to a date for making your bill payments?

Is it too much of a bother for you to remember dates for bill payments? Do you often

end up paying late fees against your monthly utility services bills? Do you end up

spending too much if you have the option to pay the bill later?

Think over for if one of these represents you, we have a solution for you. Start

thinking prepaid is our advice!

So what exactly is this prepaid! It is simply a way of going cellular by payingfor the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talk

time for a month, you can buy a recharge coupon which gives you that much talk time

on your cell phone. Once that money is exhausted, you can buy another recharge

coupon for the same or different denomination depending on your future need.

Prepaid allows you to be in control of your cellular expenses even while you

are spending. You will be surprised that today In India, Prepaid connections account

for almost 60 to 70 percent of the total new entrants into cellular telephony. That is

because almost every one of us wants to be in control of our cellular expense.

Advantages of prepaid:

Some of the many advantages that you enjoy with Airtel Pre-Paid...

Total Cost Control

Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge

as much as you feel the need to! Now that's what we call complete

freedom!

No Rentals

Buy an Airtel prepaid card without having to pay any rentals!

No depositsYour Airtel prepaid card comes without you having to pay heavy deposits!

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STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our

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

Overseas from your cellular phone!

Instant Balance Inquiry

Check your talk-time instantly by calling our toll-free number!

60 second pulseAirtel provides you with a 60-second pulse rate! Freedom for you to

experience like never before!

Instant Recharge

Avail of instant recharge on your Airtel prepaid card with just a few

simple steps!

24-hour recharge facilitywith our round-the-clock recharge facility, recharge you Airtel prepaid

card anytime, anywhere!

Caller Line Identification

Call Line Identification gives you the power to know the phone

number of the calling party even before you answer the call, thus

giving you the choice to either reject or take the call. It provides the added

advantage of saving the incoming number directly in the Handset Phone

Book. So that the next time you want to call the same person, you don't

need to retype his number, simply use your phone book.

Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert all withyour Airtel prepaid card!

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Short Messaging Service (SMS)

With Airtels Short Messaging Service (SMS), send messages and

jokes to your friends and colleagues, anytime anywhere!

SMS based Information Services

With Airtel's SMS based information services; you can get up

to-the-minute cricket scores, order flowers as well as send couriers or

check your daily horoscope!

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched

off or when you are outside the coverage area. You can listen to your

messages whenever you feel like, from anywhere in the world. Voice Mail

can store up to 75 messages, with each message of two-minute duration.

SERVICES AVAILABLE THROUGH BROADBAND

High speed Internet Access: This is the always-on Internet access service with speed

ranging from 256 kbps to 8 Mbps.

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Multicasting: This is to provide video multicast services for application in distance

education, telemedicine etc

Dial VPN Service: This service allows remote users to access their private network

securely over the NIB-II infrastructure.

Video and Audio Conferencing:

Content based Services: Like Video on Demand, Interactive Gaming, Live and time

shifted TV

What the customer needs in order to be able to use Broadband?

Airtel connection

Personal Computer with 10/100 Ethernet Port

ADSL CPE (Customer Premise Equipment). This can be taken from Airtel at

nominal rental per month.

When is the service being launched .

The Broadband Service has been launched in Bangalore, Chennai, Hyderabad and

Kolkata . Soon, it will be extended to more than 200 cities.

Does AIRTEL provide PC for broadband access .

Airtel has tied up with HCL Info systems Ltd. to launch the Airtel HCL PC for

Airtel broadband customers in the country.

AIRTEL LAUNCHES MUSIC MESSAGING

SERVICE

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Airtel, one of the leading cellular operators in Maharashtra, Goa, and Daman & Due

and today announced the launch of a new innovative service called Music

Messaging. The service will allow music lovers to listen to the various songs and

then dedicate the same to any other Airtel mobile subscriber along with a

personalized voice message.

For using the service, the customer simply needs to dial 646 from his mobile and

follow the voice prompts. This will lead him to the options Hindi and English songs.

There are 10 songs under each option and the customer can either go on to listen to

the song clippings of 90 seconds each or move on to the next or previous song. While

listening to the song, the subscriber may choose to dedicate the song to some other

Airtel Subscriber after recording a 10 second long personalized voice message. The

music message will then be received by the person to whom it has been dedicated as a

Voice Message with the CLI of the sender. Once delivered, the message begins with

the senders voice message followed by a 30 second clip of the song that has been

dedicated. The charge for the service is just Rs 7/minute for a 60 second pulse.

Announcing the launch of the service, Mr. N.F.Aibara, COO, Airtel-

Maharashtra said The mobile phone today is no longer just a communication device.

Rather it is a driver of self-identity and creative pursuits especially for the youth

segment which constitutes about 70 % of the new customers that we enrol every

month. We have always sought to provide our customers with new and exciting

services that have been made possible through innovation and use of latest

technology. The launch of this new service is another step in the same direction as it

enables customers to add a musical edge to their messages-nothing can be more

powerful than a message in ones own voice along with a song to suit the situation. I

am sure this service will be liked by all our customers and more specially the youth

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SIM based Value Added Service -:

LIST OF SERVICES PRESENTLY AVAILABLE IN THE MENU OF THE

64K SIM CARD

SERVICES DESCRIPTION

1. NEWS

1. National News

2. International News

3. Business News4. Entertainment

5. Sports News

2. FINANCES

1. Stocks:

NSE

BSE

NASDAQ

2. FOREX

3. ENTERTAINMENT

1. Games: TAMBOLA etc.

2. TV Schedule

3. Joke

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4. TRAVEL

1. Railways

PNR Status

Train Schedule

Seat availability

2. Airlines

Nationals

JET

Sahara

Internationals

5. DOWNLOAD

Logos

Ring tones

Operator logos

Customized Logos

6. ASTROLOGY

Horoscope

Numerology

7. OTHERS

Dictionary

Flash SMS

LIST OF SERVICES PRESENTLY AVAILABLE IN THE MENU OF THE

32K SIM CARD

SERVICES DESCRIPTION

1. MY PORTAL

1. Preview

2. Download

3. Delete

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2. NEWS

1. Breaking

2. National

3. International

4. Others -:

i. Business

ii. Entertainment

iii. Sports

iv. Health

v. Info-tech

3. FINANCE-:

1. Stocks

I. NSE

ii. BSE

iii. NASDAQ

2. FOREX

4. ENTERTAINMENT-:

1. Dating

2. Jokes

3. Contests

i. Poll

ii. Cinema

iii. Music

iv. Cricket

v. W Cup

vi. Bat

vii. Acro

viii. Celeb

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ix. Book

x. Astro

5. TV SCHEDULE

1. Movies

i. All channels

ii. HBO

iii. Star Movies

iv. Hallmark

v. Zee MGM

vi. Zee Cinema

2. Sports

i. Star DD. TEN Sports

ii. ESPN

3. Serials

6. TRAVEL

1. Airlines

i. Jet

ii. Indian Airlines

iii. Air Sahara

2. Railways

i. PNR Status

ii. Train

iii. Seat Availability

7. DOWNLOADS

1. Logos

i. Top logos

ii. Operator logos

2. Ring tones

i. Top Ring tones

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ii. Regnl tones

3. Picture Messages

8. ASTROLOGY

1. Horoscope

i. Aries

ii Taurus

iii. Gemini

iv. Cancer

v. Leo

vi. Virgo

vii. More

2. Numerology

3. Shubh Kaal

4. B'day Forecast

9. CRICKET

1. Scores

2. News

3. Match

10. OTHERS

1. Thought for day

2. Health Tip

3. Dictionary

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CHAPTER - 2

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OBJECTIVE OF STUDY

To ascertain customer preferences of Wireless landlines and mobile services

To ascertain the customer satisfaction level for mobile services as well as

mobile services

To analyze the customer opinion and satisfaction with specific reference to

Airtel

To suggest some guidelines to Airtel in order to provide better focused service

To determine the status of brand awareness & brand loyalty in order to

conclude about brand equity

To learn about the brand attributes & their preferences in Airtel

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SCOPE OF THE STUDY

This research study is useful for Airtel to understand the expectations and

requirements of customers to serve them in better way.

This research was conducted from June 2010-July 2010.

The brand equity was measured in terms of brand attribute preferences, brand

awareness, brand loyalty and preferences about the brand.

o Comparative Study of Airtel With Other Services

o To study the satisfaction level of Customer Care of Airtel

To study the satisfaction level of Tariff plan, Network Coverage of Airtel.

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THEORETICAL

CONCEPTS

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BUSINESS & MARKETING STRATEGIES

Some Marketing And Business Tools Adopted By AIRTEL As To

Promote Its Activities:

Seminars: seminars are conducted at different places by the expert time by

time to make people aware.

Publicity: publicity is done through various media.

Stalls at famous places: they conduct their stall after a particular period of

time on the famous and public place to attract them towards themselves.

DSA (Direct Sales Agency)

Print media

Hoarding

Banners

Advertisement

Leaflets

Follow ups

By KNOP

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Mobile Strategy-:

Capture maximum telecommunications revenue potential with minimum

geographical coverage to maximise its revenues and margins. Build high quality

mobile networks by deploying state-of-the-art technology to offer superior services.

Use the experience it has gained from operating its existing mobile networks to

develop and operate other mobile networks in India and to share the expertise across

all of its existing and new Circles.

Attract and retain high revenue generating customers by providing

competitive tariffs, offering high quality customer support, proactive retention

programs and roaming packages across all of its mobile circles. Provide affordable

tariff plans to suit each segment of the market with a view to expand the reach,

thereby increasing the mobile customer base rapidly.

At Airtel, we have always sought to enhance value for you as a customer by

providing you the most relevant and easy to use services through innovation and byharnessing the latest developments in technology. In line with this strategy, we have

constantly introduced innovative products and services to suit your unique needs and

wants.

Our services range from CLI to Music Messaging to Lost Call Alerts all to

serve you better. Move your mouse over any service from the following menu to get

a brief description on what it is all about.

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TRENDS IN MOBILE COMMUNICATIONS

The growth and penetration of sophisticated digital communication systems,

infrastructures, and services, has been increasing constantly over the last decade.

Examples of these services are the Internet, electronic mail, multimedia, pagers,

PDA's, and mobile telephony. From marginal penetration 19 years ago, these systems

and services are becoming a commodity in both professional and consumer markets

worldwide. The developments in these fields are still going strong. In particular, rapid

advances - both in technology and services can currently be observed in wireless and

mobile systems that support the communication of different media, such as data,

speech, audio, video and control.

Current wireless network and mobile phone services roll-out is centered

around four available technologies, namely WAP, UMTS, Bluetooth, and mobile

positioning systems. The wireless application protocol (WAP), initially carried by

second generation GSM and in the future by third generation UMTS wirelessnetworks, will turn the mobile phone into a networked smart-phone capable of low to

medium data rate Internet functionalities. Bluetooth will allow for short-range data

communication between consumer appliances in a domestic environment. Positioning

systems will become integral part of mobile phones such that services can be made

dependent on the location of the user in the network.

When projecting the progress in mobile networks and services into the future,

three developments are of importance. In the first place, we can observe that more

and more mobile phone-like devices start to include accessories such as a small

keyboard, a display, and a speech interface. Such communication and information-

oriented systems are emerging as hybrids between the mobile phone and the wireless

laptop personal computer. With higher bit rates supporting more advanced services,

the integration of the personal computer and personal communication devices will be

pushed even further.

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In the second place, we observe that computing resources are becoming

ubiquitously - that is everywhere and at all time - available. We will soon live in an

environment that supports us by providing ubiquitous Computing for a wide variety

of tasks and services. Daily life consumables, durable products and services already

contain an ever-increasing number of sensors, actuators, processing units, and

(embedded) software. The personal computer has entered daily life as a necessary

commodity, and the development of sophisticated communication systems in today's

society relies heavily on the availability of computation resources.

Finally, we observe that communication and computing is becoming

increasingly personal. The device (and therefore the user) is always on-line, the user

is identifiable, the device can be personalized, and the system knows about the users

position.

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CELLULAR MOBILE PRICING STRUCTURE AND

TRENDS

Successful growth and diffusion of mobile communication services is focusing

greater attention on how mobile relates to fixed networks. Accordingly, it is necessary

for regulatory authorities to review current frameworks in those instances where

regulation might impede the offering of certain pricing structures, such as callingparty pays. This issue is critical in putting fixed and mobile networks on an equal

footing, so the potential for competition between networks can be exploited. Testing

the demand for new pricing structures can be left to the market. Successful growth

and diffusion of mobile communication services is focusing greater attention on how

mobile communication relates to the Internet and electronic commerce. This report

reviews and benchmarks the pricing of emerging services such as short message

services. Information services over mobile networks, and policy makers need to

review current regulatory frameworks to enhance pricing innovation and competition.

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INDIVIDUAL CUSTOMIZATION

An important trend in our society is agility or mass individualization. Consumer

behaviour is much more volatile, much less predictable and increasingly concerned

with instant gratification. The expectation is that in due course this trend towards

individualization will become a more important factor in the emerging markets too,

particularly in the urban areas. As well as setting quality standards for products, this

attitude also demands delivery at the right time and in the right place. At any moment,

wherever the consumer may be, it has to be possible to satisfy his or her

requirements; it is a question of the consumer as a "moving target" and how we can

increase our chances of "scoring a hit".

In modern thinking about categories of consumers, every consumer has

something of this instant consumer in his or her make-up, alongside other possible

descriptions, such as "rational", "social" and "responsible". What's more, this can vary

according to the product category. One moment, moreover, this instant consumer will

be demanding products on the basis of flavour, convenience or cheapness, and in the

next breath will be voicing concerns about the environment, animal welfare or his orher own health. The likelihood is that in the long term health, the environment and

animal welfare will be significant factors in the concept of quality, as safety already

is. Changes in consumption patterns are an important factor in this development.

While the retail trade is evolving from supermarket to household service provider in

response to mass individualization, consumers are increasingly also obtaining their

food through other outlets: company canteens, take-away meals, snack bars, old

people's homes etc. "Young couples" in Europe are rapidly moving towards the

situation that already exists in the United States, where 50% of the food consumed is

prepared outside the home. This places different demands on products in terms of

keeping qualities (shelf life), convenience and presentation.

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CONSUMER-DRIVEN TECHNOLOGY DEVELOPMENT

These trends in the market and among consumers generate a demand for a more

differentiated and more rapidly changing product range and also call for a different

approach to technology development (dedicated production systems). In the future

there will have to be product development that takes the dynamic of the market and

the divergent wishes of the consumers as its starting point and uses the technologies

of the future: biotechnology, separations technology, sensor technology and modern

information technology (IT). To achieve this, product development will have to be

tackled in a more structured way, and knowledge deriving from different areas of

research will have to be integrated more effectively. The development of sensor

technology in the agro sector, for instance, requires the integration of materials

technology, biotechnology and process technology. New scientific developments also

provide interfaces through which the sector may respond to wishes relating to health:

both the information about genetic aspects and the new insights into bioactive

components - substances that, in low concentrations, affect human health - offer

interesting prospects of made-to-measure food!

In the future, "made-to-measure food" will also mean, "food produced in a

way that the public finds socially acceptable". Such aspects as the environment,

animal welfare etc. will play a major role. This will have to be specifically taken into

account in the development of technology.

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FROM CHAINS TO FLEXIBLE NETWORKS

As well as imposing requirements in terms of technology development, trends such as

mass individualization call for a responsive answer to a sharply fluctuating market

demand. This places considerable demands on the organization of agricultural

production chains. The full vertical integration of links in a chain can mean a loss of

flexibility. It would appear to be more efficient to opt for a continuation of the

development of the chain concept; leading to responsive networks that combine the

advantage of co-ordination with the flexibility of more loosely linked organizations.

These independent organizations work closely together in the flow of goods along the

chain in order to achieve the desired "customer value" at the lowest possible cost.

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RESEARCH

METHODOLOGY

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Research Methodology

Research Problem:

To study consumer trends, behavior, preferences and level of

satisfaction in AIRTEL.

Data Source:

In this study primary data and secondary data have been used. Secondary data

have been collected from internet.

Data can be obtained from two important sources, namely:

1. Primary Data

2. Secondary Data

1. Primary Data:

Primary data are gathered for the specific purpose or for a specific research project,

consist of original information for the fulfilment of project objective.

When the data are required for the particular study can be found neither in the internal

record of the enterprises nor in published sources. In some cases it may become

necessary to collect original data.

Primary data can be collected in four ways:-

1. Observation

2. Survey

3. Interview method

4. Questionnaire method

1. Observation- :

It refers to the way of investigators own direct observation.

2. Survey- :

Data survey can be done by different methods, which are as follows:

Through Personal Interviews,

Through Telephone Interviews,

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By Mailing Of Questionnaire etc.

3. Interview Method- :

Interview may be defined as the conservation between two or more people, where

questions are asked by the interviewer to obtain information from the interviewee.

Interview may be of different types:

Personal Interview,

Telephone Interview,

Mail Interview etc.

4. Questionnaire Method-:

Questionnaire is a list of questions to be asked from the respondents. It also

contains a suitable space, where the answers can be recorded.

Types of Questions-

There are different types of questions:

1. Open- Ended Questions-:

A type of question that requires participants to respond in his/ her own words

without being restricted to predefined response choices, is known as an Open

Ended Question.

2. Close Ended Questions-:

Questions, which restrict the inter viewees answers to predefined response

options, are called Close Ended Question.

Close Ended Questions gives respondents a finite set of specified responses to

choose from:

a) Ranking Questions-:

These questions require the participant to rank the response options listed on a

continuum basis in order of preference.

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b) Multiple Choice Questions-:

These questions cover all significant degrees of response. The respondent has

to select an option that best describes their feelings.

c) Check List Questions-:

These are the questions, where the participant has the freedom to choose

one or more of the response options available.

Open and Close Ended Questions are adopted for this study.

2. Secondary Data:

Secondary data are the data, which already exists somewhere. Secondary

data provide starting point for research and after that the advantage of low cost and

ready availability. Secondary data can be divided into two types:

1. Internal data

2. External data

When researcher uses the data that has already been collected by other data

are called secondary data. Secondary data can be obtained from journals i.e. internal

sources report, government publication and books, professional bodies etc.

Internal data are reports and memos generated within an organisation to

facilitate its operations and annual report. External data are those specially produce

for outside consumption.

Secondary data can be collected by different methods:

Books,

Journals,

Magazines,

Newspapers,

Internet etc.

In this report, secondary data are collected by the magazines, newspapers, and

internet:

Magazines:

Business World, India Today etc.

Newspapers:

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The Times of India,

The Hindustan Times etc.

Research Design- :

Research design is simply the framework or plan for a study that is used as

guide in collecting and analyzing the data. It is blueprint that is followed in

completing a study.

Types of Research-:`

1. Descriptive Research-:

Descriptive research is also called Statistical Research. The main goal of

this type of research is to describe the data and characteristics about what is being

studied. The idea behind this type of research is to study frequencies, averages, and

other statistical calculations. Although this research is highly accurate, it does not

gather the causes behind a situation. Descriptive research is mainly done when a

researcher wants to gain a better understanding of a topic.

2. Exploratory Research-:

Exploratory research are also known as formulative research. The main

purpose of such studies is that of formulating a problem. In the case of exploratory

research, it focus on discovery of new ideas.Exploratory research provides important

finding and establishing various relationship among different variables. It is used to

identify and obtain information on a particular problem or issue. An exploratory

research is generally based on secondary data that are readily available.

3. Quantitative Research-:

Quantitative research is based on the measurement of quantity or amount.

It is applicable to phenomena that can be expressed in terms of quantity.

4. Qualitative Research- :

Qualitative research is concerned with the qualitative phenomenon.

5. Conceptual Research- :

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Conceptual research is related to some abstract, ideas or theory.

Sample Design- :

A sample design is a definite plan determined before any data are actually

collected for obtaining a sample from a given population. Samples can be either

Probability or Non- Probability Samples.

Sampling- :

Sampling may be defined as the selection of some part of an aggregate or

totality on the basis of which a judgment or inference about the aggregate or totality

is made. It is the process of obtaining information about an entire population by

examining only a part of it.

Types of Sampling-

There are two types of sampling :

1) Non- Probability Sampling-:

It is also known as the Deliberate and Judgment Sampling. Items of

the sample are selected deliberately by the researcher, his choice concerning the items

remains supreme.

2) Probability Sampling-:

It is also known as the Random sampling or Chance sampling. Under

this sample design, every item of the universe has an equal chance of inclusion in the

sample.

There are different types of probability sampling:

a. Simple Random Sampling-:

It is also known as the Chance sampling or Probability sampling ,

where each and every item in the population has an equal chance of inclusion in the

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sample and each one of the possible samples, has the same probability of being

selected.

b. Systematic sampling-:This procedure is useful when sampling frame is available in the form of

a list. In such a design, the selection process starts by picking some random point in

the list and then every element is selected.

c. Cluster Sampling and Area Sampling-:

It involves grouping the population and then selecting the groups or the

clusters rather than individual elements for inclusion in the sample.Area Sampling is generally done when the total geographical area of

interest is big one.

d. Multi-Stage Sampling-:

It is the development ofCluster Sampling. This is done various stages.

e. Stratified Random Sampling-:It is one in which random selection is done not from the universe as a

whole but from different parts or strata of a universe.

Use of Sampling :

Probability sampling method has been adopted for this study.

Researcher has taken samples from AGRA.

The researcher has chosen 50 samples from AGRA.

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GRAPHICAL PRESENTATION -:

Diagram is a visual form for presentation of statistical data, highlighting

their basic facts and relationship. It refers to the various types of Bars, Circles,

Maps etc.

Some types of diagrams are as follows:

Line Diagram- :

It is prepared by drawing a vertical line for each item , according to the scale.

Simple Bar Diagram- :

It can be drawn either on horizontal or vertical bar, but bars on horizontal

base more common. To make the diagram attractive , the bars can be colour.

Multiple Bar Diagram- :

It is used for comparing two or more sets of statistical data.

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CHAPTER - 3

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ANALYSIS

AND

INTERPRETATIONS

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(i) DATA ANALYSIS AND INTERPRATION

(1) Do you have own mobile connection?

A. Yes

B. No.

86

14

Having Mobile

Not havingmobile

The data shows that the total sample size of 50 people taken for research out

of which 86% of persons keep mobile with them.

Sample size -50

Having mobile Respondent

Yes 43No 7

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(2) How much do you sell (Recharge) in a month?


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Yes No

Airtel 50 0

Idea 40 0

Vodafone 20 30

Reliance 35 15

Tata 20 30

Uninor 10 40

Sample size: 50

BLUE Colure = YES

RED Colure = NO

(4) What do you think about distributor support & cooperation of these

companies?

Airtel Good Average Bad

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Idea Good Average Bad

Vodafone Good Average Bad

Reliance Good Average Bad

Tata Good Average Bad

Uninor Good Average Bad

Sample size: 50

BLUE Colour = Good

RED Colour = Average

GREEN Colour = Bad

(5) What do you think about the Network Quality of these companies?

Good Bad

Airtel 45 5

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Idea 30 20

Vodafone 25 25

Reliance 35 15

Tata 20 30

Uninor 15 35

Sample size: 50

BLUE Colour = Good

RED Colour = Bad

(6)Have you been provided any Branding Material of these companies?

Yes No

Airtel 30 20

Idea 15 35

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Vodafone 20 30

Reliance 10 40

Tata 5 45

Uninor 15 35

Sample size: 50

BLUE Colour = Yes

RED Colour = No

(7) Do you know about VAS (value added services)?

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Yes No

Airtel 5 45

Sample size: 50

BLUE Colour = Yes

RED Colour = No

(8) Which kind of phone you would like use?

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Land line

Mobile

The data shows that the total sample size of 50 people taken for research out of which

50% of persons like to use land line phone and 30% person like to use mobile and rest

20% person like to use WLL.

Sample size - 50

CONNECTION Respondent

LANDLINE 25

MOBILE 15

WLL 10

(9) Which age group you belong to?

(a) 15-20

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(b) 20-25

(c) 25-35

(d) 35- above

15-20

20-25

25-35

35-above

The analysis shows that 14% people from 15- 20 age group, 8% persons from 20-25

age group, 36% persons from 25-35 age group, and 42% of people from 35-above age

group keep mobile with them.

Sample size - 50

Age Respondent

15-20 720-25 4

25-35 18

35-above 21

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(10) What occupation do you have?

(a) Business

(b) Professional

(c) Government Employee

(d) Student

The data shows that 50 persons are from, 23 persons are professionals, 16 persons are

Private and 5 persons are found retirement 6 person are government employee to

consume mobiles.

Sample size - 50

Occupation Respondent

Professional 23

Private 16

Retirement 5

Government 6

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(11) You would like to take prepaid connection or Post paid connection?

a. Prepaid

b. Post paid

pre paid

80%

post paid

20%

The research study shows that almost people from the selected segment give priority

to Post Paid connection, because of the flexibility and attractive plans for this market

segment.

Sample size: 50

CONNECTION RESPONDENT

Pre paid 40

Post paid 10

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(ii) MARKET ANALYSES

(iii)

SR.NO. OUT LET NAME OUT LATE TYPE

CONTACT

NO. LOCATION

1 Madhu Arora Agra Cellphones 9760016580 Agra

2 Atul Sharma Agra Cellphones 9760037490 Agra

3 Deepak Tiwari Agra Cellphones 9760443330 Agra

4 Vipul Kumar Agra Cellphones 9760024470 Agra

5 Sushant Vinayak Agra Cellphones 9997662333 Agra

6 Virender Nagar Agra Cellphones 9557766557 Agra

7 Dheeraj Jain Agra Cellphones 9897618533 Agra

8 Mukesh Goyal Agra Cellphones 9897652777 Agra

9 Rohit Yadav Agra Cellphones 9557343644 Agra

10 Bharat Gupta Agra Cellphones 9760247947 Agra

11 Suresh Sharma Agra Cellphones 9897005355 Agra

12 Harmeet Singh Agra Cellphones 9897310000 Agra

13 Nirmal Malhotra Agra Cellphones 9897144404 Agra14 Vinod Kumar Agra Cellphones 9897710966 Agra

15 Sunil Singh Agra Cellphones 9997144884 Agra

16 Unmani Kapoor Agra Cellphones 9897000700 Agra

17 Predeep Garg Agra Cellphones 9897900215 Agra

18 Ikbal Singh Agra Cellphones 9897497110 Agra

19 Jawahar Agarwal Agra Cellphones 9897812411 Agra

20 Rajat Garg Agra Cellphones 9997799528 Agra

21 Ritesh Bhardwaj Agra Cellphones 9897031535 Agra

22 Anjay Agra Cellphones 9897059877 Agra

23 Dhirendra Mishra Agra Cellphones 9760098728 Agra

24 Pavan Kumar Agra Cellphones 9760471113 Agra

25 Lal Singh Agra Cellphones 9897634017 Agra

26 Dharmendra Raghav Agra Cellphones 9329761900 Agra

27 Amit Bansal Agra Cellphones 9897462839 Agra

28 Mahveer Sharma Agra Cellphones 9997267589 Agra

29 Saurabh Vashishta Agra Cellphones 9760016056 Agra

30 Vivek Arora Agra Cellphones 9898190188 Agra

31 Anup Jain Agra Cellphones 9897219269 Agra

32 Chokhe Lal Agra Cellphones 9997712020 Agra

33 Akash Kalra Agra Cellphones 9897766553 Agra

34 Shakti Singh Agra Cellphones 9997955784 Agra

35 Manoj Sharma Agra Cellphones 955700112 Agra

36 Rajesh GuptaAgra Cellphones

9897866778Agra

37 Raman Singh Agra Cellphones 9760013010 Agra

38 Singh Agra Cellphones 4052105 Agra

39 Babita Agra Cellphones 9425772874 Agra

40 Baba Agra Cellphones 9329546603 Agra

41 Ajeet Agra Cellphones 9981057537 Agra

42 Shivhare Agra Cellphones 4070452 Agra

43 shri girraj Agra Cellphones 9229236214 Agra

44 Love mobile Agra Cellphones 9907657715 Agra

45 Sai nath Agra Cellphones 4034581 Agra

46 Gurukripa Agra Cellphones 9826591695 Agra

47 Chanda Agra Cellphones - Agra

48 Bhargawa Agra Cellphones 98270117881 Agra49 Mobile Plaza Agra Cellphones 9300760389 Agra

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50 Agarwal Agra Cellphones 9329806802 Agra

51 Sarasti Agra Cellphones 9981085409 Agra

52 UshaKiran Agra Cellphones 9229921041 Agra

53 UshaKiran Agra Cellphones 9098478548 Agra

54 Sahavitr Agra Cellphones 24985 Agra

55 Gwalior Agra Cellphones 9977330760 Agra56 Gupta Agra Cellphones 9755315495 Agra

57 Laxmi Agra Cellphones 982629260 Agra

58 Rathore Agra Cellphones 9752545557 Agra

59 Bhadawar Agra Cellphones 989301074 Agra

60 Navdeep Agra Cellphones 9893019892 Agra

61 Maa Pitambra Agra Cellphones 9893401812 Agra

62 Santosh Agra Cellphones 9893401812 Agra

63 Khushboo Agra Cellphones 9826211812 Agra

64 Jagdish Agra Cellphones 4040165 Agra

65 Pally clinik Agra Cellphones 9425772545 Agra

66 Harilal Agra Cellphones 9179270590 Agra

67 Pipariya Agra Cellphones 9425700433 Agra68 Nitin Agra Cellphones 4001435 Agra

69 S.K. Mobila Agra Cellphones 9893310142 Agra

70 Maa bhagvati Agra Cellphones 9826332765 Agra

71 Ashish Agra Cellphones 9893452808 Agra

72 Oberai Agra Cellphones 9981082779 Agra

73 Tipoo Chand Agra Cellphones 9893186747 Agra

74 Gayatri Agra Cellphones - Agra

75 Faiends Agra Cellphones 4081236 Agra

76 Goyal Agra Cellphones 3124712 Agra

77 Ragav Agra Cellphones 9300264945 Agra

78 Tanu Agra Cellphones 99935713305 Agra

79 Guru kripa Agra Cellphones 4017809 Agra

80 Quality Agra Cellphones 6994095 Agra

81 Vaishnavi Agra Cellphones 9301107712 Agra

82 Gurukripa Agra Cellphones 9826845150 Agra

83 Pooja Agra Cellphones - Agra

84 Mohit Agra Cellphones 9300781877 Agra

85 Govind Agra Cellphones - Agra

86 Kamal Agra Cellphones - Agra

87 Maa Vaishno Agra Cellphones 9691225383 Agra

88 Kavita Agra Cellphones 9301110764 Agra

89 Nice Agra Cellphones 9752728302 Agra

90 Rinku Agra Cellphones 9301223108 Agra91 Krishankant Agra Cellphones 4015133 Agra

92 Kishore Agra Cellphones 9981467782 Agra

93 Rahi boot Agra Cellphones 2364731 Agra

94 Patel Agra Cellphones 9406502402 Agra

95 Shive Agra Cellphones 2365547 Agra

96 Lavi Agra Cellphones 4051919 Agra

97 Ankita Agra Cellphones 4052966 Agra

98 Teetu Agra Cellphones 9826898158 Agra

99 Singe Agra Cellphones 4073440 Agra

100 Shivhare Agra Cellphones 4070452 Agra

101 Pavan Agra Cellphones 2369849 Agra

102 Balaji Agra Cellphones 9026505695 Agra

103 Mangal Agra Cellphones 2446630 Agra

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104 Gopal das Agra Cellphones 2365970 Agra

105 M.P Agra Cellphones 9826679670 Agra

106 Navin Agra Cellphones 9425335689 Agra

107 GupatCorner Agra Cellphones 4050377 Agra

108 Archana Agra Cellphones 9300960752 Agra

109 Kaloo Agra Cellphones 9826779266 Agra110 Ashta Agra Cellphones 9827753560 Agra

111 D,K Agra Cellphones 9826924565 Agra

112 Ramesh Agra Cellphones - Agra

113 Manish Agra Cellphones 9755314618 Agra

114 Gupat Prasad Agra Cellphones 4070498 Agra

115 Vindrawan Agra Cellphones 9754253867 Agra

116 Rishabh Agra Cellphones - Agra


118 Ayodhya Agra Cellphones 9827439850 Agra

119 Jagdish Agra Cellphones 930422885 Agra

120 Sanjay Agra Cellphones 9993838527 Agra

121 Giraj Agra Cellphones 2365680 Agra122 Suresh Agra Cellphones 9981467771 Agra

123 Sundharam Agra Cellphones Agra

124 Ramesh watch Agra Cellphones 9300753419 Agra

125 Chetean das Agra Cellphones - Agra

122 Shanti Agra Cellphones - Agra

123 Nivin kumar Agra Cellphones 4050934 Agra

124 Mamta Agra Cellphones 4017431 Agra

125 Jitendra Agra Cellphones 9770020845 Agra

126 Aatam das Agra Cellphones 4016122 Agra

127 Satnam Agra Cellphones 2460759 Agra

128 Nidhi Agra Cellphones 9993530805 Agra

129 Kamal Agra Cellphones - Agra

130 Popli Agra Cellphones 4068380 Agra

131 Gupat brother Agra Cellphones 9827611740 Agra

132 Guru dav Agra Cellphones 2201106274 Agra

133 Bhardwaj Agra Cellphones 9098558211 Agra


135 Sunita Agra Cellphones 474002 Agra

136 Mama Agra Cellphones - Agra

137 Shivam Agra Cellphones - Agra

138 Hamraj Agra Cellphones 4095729 Agra

139 Arora Agra Cellphones 4087731 Agra

140 Pooran Agra Cellphones 9752815254 Agra141 Jai laxmi Agra Cellphones 2450938 Agra

142 Ashok kumar Agra Cellphones 4062675 Agra

143 Raunak Agra Cellphones 9893325735 Agra

144 Vishal Agra Cellphones 9301424777 Agra

145 Devendra Agra Cellphones - Agra

146 Devance Agra Cellphones 9301950430 Agra

147 Sunny Agra Cellphones 4010592 Agra

148 Gallant Agra Cellphones 9301538130 Agra

149 Aryan Agra Cellphones 9425777747 Agra

150 B.k. Agra Cellphones 9755493383 Agra

151 Pradeep Agra Cellphones 9893406384 Agra

152 Unique coll. Agra Cellphones 9826591639 Agra153 Shivam Agra Cellphones 9329852594 Agra

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154 Urvashi Agra Cellphones 4026668 Agra

155 Shri Ram sales Agra Cellphones - Agra

156 Indian Agra Cellphones Agra

157 Shri Ram Agra Cellphones 2350806 Agra

158 Sanjeev Agra Cellphones - Agra

159 Mangal traders Agra Cellphones 9300666956 Agra160 Manoj Agra Cellphones 4051937 Agra

161 Central bakery Agra Cellphones 9009857698 Agra

162 Nandani Agra Cellphones 9630602439 Agra

163 Saraswati Agra Cellphones - Agra

164 Kamala Agra Cellphones - Agra

165 Archana Agra Cellphones 9301955665 Agra

166 Kasak Agra Cellphones 9301540753 Agra

167 Shanti Agra Cellphones 9827781908 Agra

168 Mukesh Agra Cellphones - Agra

169 Girraj Agra Cellphones - Agra

170 Newshakti coll. Agra Cellphones 9200113594 Agra

171 Rathi Agra Cellphones 24266033 Agra172 Priyanjali Agra Cellphones 9301125860 Agra

173 Akanccha Agra Cellphones 9301376610 Agra

174 Iai chanda Agra Cellphones - Agra

175 Balaji Agra Cellphones - Agra

176 Rakesh Agra Cellphones 9926238063 Agra

177 Soni Agra Cellphones - Agra

178 Tanisha Agra Cellphones 9329034942 Agra

179 Pinki Agra Cellphones - Agra

180 Sunil Agra Cellphones - Agra

181 Royal coll. Agra Cellphones 9179323119 Agra

182 Chandani coll. Agra Cellphones 9300072024 Agra

183 Balaji Agra Cellphones 9926258033 Agra

184 Bhavani Agra Cellphones 7512450197 Agra

185 Priyaka Agra Cellphones 9826155119 Agra

186 Jai Gurudev Agra Cellphones 9926999714 Agra

187 Anmol Agra Cellphones 9981076567 Agra

188 Baba Agra Cellphones 9926211104 Agra

189 Joshi Agra Cellphones - Agra

190 Sarin Agra Cellphones - Agra

191 Prakash Agra Cellphones - Agra

192 Choice Agra Cellphones 9301189301 Agra

193 Sunil Agra Cellphones 9826815128 Agra

194 Vishal Agra Cellphones 9827359151 Agra195 Puniyaani Agra Cellphones 9755315112 Agra

196 Shankar Agra Cellphones - Agra

197 Vimala Agra Cellphones 2364579 Agra

198 Harish Agra Cellphones 9826403886 Agra

199 Vimala Agra Cellphones - Agra

200 Pinki Agra Cellphones - Agra

201 Kanchan Agra Cellphones 2460983 Agra

202 Sharad Agra Cellphones - Agra

203 Laxman das Agra Cellphones 4026735 Agra

204 Amit Agra Cellphones - Agra

205 Kamal Agra Cellphones 9406586557 Agra

206 Shankar Agra Cellphones - Agra207 Lucky Agra Cellphones - Agra

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208 Vijay Agra Cellphones 9425340693 Agra

209 Shyam Agra Cellphones - Agra

210 Udhay Agra Cellphones 9300257819 Agra

211 Gungun Agra Cellphones 9425340568 Agra

212 Shive Agra Cellphones 9893812699 Agra

213 Amar Agra Cellphones 2365662 Agra214 Muskan Agra Cellphones 9826525466 Agra

215 Vikash Agra Cellphones 2365662 Agra

216 Sangam Agra Cellphones 4047185 Agra

217 Neelam Agra Cellphones - Agra

218 Mamta Agra Cellphones 9826959828 Agra

219 Pushpa Devi Agra Cellphones - Agra

220 Laxmi Agra Cellphones 917946250 Agra


222 Ashok kumar Agra Cellphones - Agra

223 Laxman Agra Cellphones 2364081 Agra

224 Lavely Agra Cellphones 9993696279 Agra

225 S.S.D Agra Cellphones 9300524737 Agra226 Vikash Agra Cellphones - Agra

227 Naina Agra Cellphones - Agra

228 Shashi Agra Cellphones - Agra

229 Tirupat Agra Cellphones - Agra

230 Neelam Agra Cellphones - Agra

231 Tirupat Agra Cellphones 999326722 Agra

232 Sagun Agra Cellphones 975549333 Agra

233 Rathore Agra Cellphones - Agra

234 Gyani Agra Cellphones 4075001 Agra

235 K.K oil Agra Cellphones 4072490 Agra

236 Shivhara Agra Cellphones - Agra

237 Ashok Traders Agra Cellphones 9754118749 Agra


239 Pooja Agra Cellphones 9406586557 Agra

240 Komal Agra Cellphones 9827568681 Agra

241 Neelam Agra Cellphones 9301107751 Agra

242 Shri ram Agra Cellphones 9893187495 Agra

243 Aroon Agra Cellphones 2364643 Agra

244 Mehra Agra Cellphones 930138096 Agra

245 Minacchi Agra Cellphones 9617823820 Agra

246 Laxmi Agra Cellphones - Agra

247 Jadon Agra Cellphones - Agra

248 Pavan Agra Cellphones 9179323303 Agra249 Tasun Jain Agra Cellphones Agra

250 Rajesh Agra Cellphones - Agra

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SURVEY OF AIRTEL

Dear Sir/Madam,

We are thankful to you for patronizing AIRTEL. We hope that you aresatisfied with the product and quality of the services offered by the Airtel. As there is

always scope for improvement, we would like to get your opinion in these areas.

I would, therefore, request you to kindly assist us in our efforts by sparing a

little time to give us your valuable feedback and suggestions in the feedback form

below. Please do not hesitate to inform us of any observation that you think may be

relevant. We assure you that we would try to come up to your expectations.

Name:

Sex : Age:

Occupation: ....

Address:

Contact Number: +91989

90


8/3/2019 Alok Ai

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