BRM (Airtel Satisfaction)

8/2/2019 BRM (Airtel Satisfaction)

1/48

1BUSINESS RESEARCH METHODS

Project Report

On

Customer Satisfaction on Bharti Airtel

By

GOVINDARAJU.B

(1DS10MBA18)

TO

Dr.Lakshmi Jagannathan

HOD

DEPARTMENT OF MANAGEMENT STUDIES

DAYANANDA SAGAR COLLEGE OF ENGINEERING


2/48


TABLE OF CONTENTS

CHAPTER

NO.

CONTENTS PAGE

NO.

1 INTRODUCTION 4

1.1 OVERVIEW OF THE RESEARCH 6

1.2 OBJECTIVES OF THE RESEARCH 8

1.3 SCOPE OF THE RESEARCH 8

1.4 LIMITATIONS OF RESEARCH 9

1.5 RESEARCH METHODOLOGY 9

1.1.1 TYPE OF RESEARCH 10

1.1.2 SAMPLING 10

1.1.3 RESPONDENTS PROFILE

1.1.4 DATA COLLECTION 10

2 REVIEW OF LITERATURE 11

3 DATA ANALYSIS AND

INTERPRETAION

14

4 FINDINGS & SUGGESTIONS 43

5 CONCLUSION 45

6 BIBILIOGRAPHY 46

7 ANNEXURES 47


3/48


SLNO:

TABLE AND FIGURE SHOWING THEANALYSIS OF COST MANAGEMENT

PAGE NO

3.1 Frequency table for question 01 14

3.2 Frequency table for question 02 153.3 Frequency table for question 03 16
















3.19 Cross tabulationExpectations & gender 32

3.20 Cross tabulation- network & income 34

3.21 AnovaGender 36

3.22 AnovaIncome 37

3.23 Correlation b/w customer service & gender 38

3.24 Correlation b/w network & income 38

3.25 Regression b/w Expectations & gender 39

3.26 T-test b/w portability & gender 40

3.27 T-test b/w Documentation & income 41

3.28 Hypothesis 42


4/48


CHAPTER-1

INTRODUCTION

Theoretical Background of the Topic

1.1 Customer satisfaction

1.1.1 According to Philip kotler, satisfaction is a persons feeling of pressure or disappointment resulting

from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction

is the level of persons felt state resulting from comparing a products perceived performance (outcome) in

relation to the persons expectations.This satisfaction level is a function of difference between perceived performance and expectations. If the

products performance, exceed expectation the customer highly satisfied or delighted. If the performance

matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the

customer is dissatisfied.

1. 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. High satisfaction or delight creates an emotional affinity with

brand.

2. Variety of factors that affect customer satisfaction includes product quality, product availability and aftersales support such as warranties and services. Customer satisfaction is seen as a proof of delivering a quality

product or service. It is believed that customer satisfaction brings sales growth, and market share. A

company can always increase customer satisfaction by lowering its price or increasing its services but this

may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.

3. India is on the threshold of a new millennium. India chose for global economy, exposing her to winds of

change in the market place, which has expanded vastly and become fiercely competitive. In the changed

environment, decision makers view the marketing concept as the key to success. Marketing in practice has to

manage products, pricing, promotion and distribution.

4. A successful product can be developed by exploding these opportunities. While delivering the value of the

consumer we make use of marketing support. This support is based on the knowledge of consumers and

distribution. Marketing support both at the introduction of products and maturing is considered 5Marketing,

as suggested by the American Marketing Association is "an organizational function and a set of processes

for creating, communicating and delivering value to


5/48


1.1.1 Method to Measure Customer Satisfaction

Companies use the following methods to measure customer satisfaction.

1) Complaints and suggestion system: companies obtaining complaints through their customer service

centres, and further suggestions were given by customers to satisfy their desires.

2) Customer satisfaction surveys

Responsive companies obtain a direct measure of customer satisfaction by periodic surveys. They send

questionnaires to random sample of their customers to find out how they feel about various aspects of the

companys performance and also solicit views on their competitors performance. It is useful to measure the

customers willingness to recommend the company and brand to other persons.

3) Lost Customer Analysis.

Companies should contact customers who have stopped buying or who have switched to another supplier to

learn why this happened.

4) Consumer Behavior Vs Consumption Behavior

Consumer behavior refers to the manner in which an individual reaches decision related to the selection,

purchases and use of goods and services. Walters and Paul says that, consumer behavior is the process

whereby the individuals decide what, when, how and from whom to purchase goods & services.

1.1.2 Introduction of Bharti Airtel

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest and world's third

largest cellular service provider with more than 82 million subscribers as of December 2008. It also offers

fixed line services and broadband services.

SingTel owns over 30% of the Bharti Telecom. Vodafone is also a shareholder of Airtel with 4% of the

shares. Thus making it a sister company of the brand

The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication

sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Martfor the cash & carry business. It has successfully launched an international venture with EL Rothschild

Group to export fresh agric - products exclusively to markets in Europe and USA and has launched Bharti

AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and

wealth management.

Airtel comes to you from Bharti Airtel Limited, Indias largest integrated and the first private telecom

services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at

the forefront of technology and has steered the course of the telecom sector in the country with its world

class products and services. The businesses at Bharti Airtel have been structured into three individual

strategic business units (SBUs) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The

mobile business provides mobile & fixed wireless services using GSM...


6/48


1.1.3 Evolution of company

Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liability under the

Companies Act, for promoting telecommunications services. Bharti Tele-Ventures received certificate for

commencement of business on January 18, 1996. The Company was initially formed as a wholly-owned

subsidiary of Bharti Telecom Limited. The chronology of events since Bharti Tele-Ventures was

incorporated in 1995 is as follows:

YEAR

1995 Bharti Cellular launched cellular services'AirTel'in Delhi

1996 Bharti Telenet launched cellular services in Himachal Pradesh

1997 British Telecom acquired a 21.05% equity interest in BhartiCellular

1998 Bharti Telecom and British Telecom formed a 51% : 49% jointventure,Bharti BT Internet for providing Internet services

1999 Bharti Tele-Ventures (by acquiring a 63.45% equity interest in SCCellular Holdings) acquired an effective 32.36% equity interest inBharti Mobile (formerly JT Mobiles), the cellular services providerIn Karnataka and Andhra Pradesh circles

2000 Bharti Tele-Ventures acquired a 30.2% equity interest of TelecomItalia in Bharti Telenet and 18.8% from Bharti Telecom

2001 Bharti Tele-Ventures issued additional equity for approximatelyUS$ 481.30 million to SingTel, Warburg Pincus, AIF group, IFC, NYLIF,And See jay Cellular and Bharti Telecom

2002 Shares listed on BSE, NSE and DSE, opens at 11% premium to itsissue price of Rs 45

2003 Airtel provides SMS cricket updatesAirtel Subscribers exceed 3 million markAirtel unveils RAD system

2004 Airtel announces the signing of the first-ever bilateral roamingagreement between an Indian mobile service provider and itscounterpart in Pakistan

2005 Airtel launches video services for its GPRS customers on February22, 2005Airtel unveils new TV ad featuring Sachin, SharukhBharti Tele-Ventures launches telecom network in Andaman & NicobarBTVL unveil fixed line, broadband services

2006 Airtel unveils Re 1 STD plansAirtel launches NetXpert.

Airtel launches Post2Pre recharging service on April 04,2006.Airtel sets up customer centre


7/48


2007 Bharti Airtel on Feb 11, has been awarded QCI-DL Shah National AwardOn Economics of Quality.Bharti Airtel Ltd on April 01, 2007, has announced the reduction inInternational Long Distance Tariffs (ISD) for all its mobilecustomers in India

2008 Bharti Airtel Ltd on February 13, 2008 has announced that it hasachieved the 60 million customer mark

2009 Bharti Airtel - Airtel and mChek announce milestone of One MillionUsers; introduce a broad range of new mCommerce services.

2010 Bharti Airtel submitted its bid for 3G spectrum, the auction forWhich starts from April 9Bharti Airtel, India's No.1 cellular carrier has won broadbandSpectrum in four circles.

1.1.4 History of Indian Telecommunications

History of INDIAN Telecommunications

1851 First operational lines were laid by government near Calcutta.

1881 Telephone service introduced in INDIA.

1883 Merger with the Postal system.

1923 Formation of Indian Radio Telegraph Company (IRT).

1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC).

1947 Nationalization of all Foreign Telecommunications companies to form thePosts, Telephone and Telegraph (PTT), a monopoly run by the governmentsMinistry of communication.

1985 Department of Telecommunications (DOT) established, an exclusiveProvider of domestic and long distance service that would be its own regulator

(Separate from the postal system).

1986 Conversion of DOT into two wholly governmentowned companies:a) Videsh Sanchar Nigam Limited VSNL for international telecommunicationsb) Mahanagar telephone Nigam Limited for service in Metropolitan cities.

1997 Telecom Regulatory Authority of India created.

1999 Cellular services are launched in India. New National Telecom policy is adopted.

2000+DoT becomes a corporation BSNL, CAGR of around 75%, FDI: 74% (2005).

2007-09worlds lowest call rates, fastest growth in number of subscribers, fastest sale of million mobiles inweek, world's cheapest mobile and most affordable colour phones.


8/48


1.2 Research Objectives

This project aims at studying present market scenario. The company wants capture the market studyconcerns with evaluating fast developing area. So service providers were taken to measure the customersatisfaction.

1. To study the customer satisfaction towards airtel mobile providers

2. To study and identify how the customers are benefited

3. To evaluate the major service provider satisfied the customer

4. To assess the needs, requirements and expectations of the customers in order to their Customersatisfaction level

5. To know the attitude, enthusiasm regarding the service provided to customers

6. To understand the performance of brand in the market on various parameters like Product quality,

performance of the customer relationship officer (CRO) service Quality, range and selection of productsavailable.

7. Service providers in the market which are not reaching the customer

1.3 Scope of study

1. The scope is limited Bangalore region only

2. Mainly targeted on college students

3. The Airtel service provider base is ever increasing. The user Profile is also constantly changing. In this

context, Airtel service providers Have focused on offerings that include coverage (Places networked)

Connectivity (Strength of signal). Price & value added service.


9/48


1.4 Limitations of study

Carrying the survey was a general learning experience for us but we also faced some problems, which are

listed here:

1. The market of Bharti airtel is too vast and it is not possible to cover each and every dealer, manufacturer

and seller in the available short span of time.

2. Generally the respondents were busy in their work and were not interested in responding rightly.

3. Respondents were reluctant to discover complete and correct information about themselves and their

organization.

4. Most respondents were not maintaining proper knowledge of various services provided by their company,

so they were unable to provide exact information.

5. Most of the respondents dont want to disclose the information about the various other companies which

they have experienced before.

6. Some of the respondents were using the service first time of their company and they were not able to

properly differentiate among their product.

7. Due to human behavior information may be biased.

1.5 Research Methodology

1.5.1 Sources of Data

The study undertaken there to be mainly based on the primary data i.e. structured questionnaire

is designed. The study also contains secondary data i.e. data from authenticated websites andjournals for

the latest updates just to gain an insight for the views of various experts.

1.5.2 METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the things presentable and more effective.

The results are shown by tables which will help me out in easy and effective presentation and hence results

are being obtained.


10/48


1.5.3 TOOLS AND TECHNIQUES USED FOR ANALYSIS

In this study the technique used for interpreting the results is using various statistical tolls test. It is used as

because sample size is less than 100.

1.5.4 Sampling Design

RESEARCH DESIGN

The design for this study is Descriptive and Random sampling.

1.5.5 COLLECTION METHOD

DATA COLLECTION

The data is collected randomly irrespective of the category of the people in the form of questionnaire

and the sample size is less than 100 respondents. Because it is a pilot study and due to time constraint the

sample size is small.

1.5.6 Research Definition

The word research is derived from the Latin word meaning to know. It is a systematic and a replicable

process, which identifies and defines problems, within specified boundaries. It employs well-designed

method to collect the data and analyses the results. It disseminates the findings to contribute to generalize

able knowledge.

The main characteristics of research presented below are:

Systematic problem solving which identifies variables and tests relationships between them,

Collecting, organizing and evaluating data.

Logical, so procedures can be duplicated or understood by others

Empirical, so decisions are based on

Reductive, so it investigates a small sample which can be generalized to a larger

Population

Replicable


11/48


`

CHAPTER-2

REVIEW OF LITERATURE

2.1. Robins (2008) this paper is about marketing the next generation of mobile telephones.

The study is about third generation of cell phone technology, what is usually known as 3G for short. There

are various issues about that new innovative. One is how to price 3G handsets and services at a level which

will enable telephone operating companies to recoup the high prices they have already paid to governments

for operating licenses. Second the technology is not yet complete, there are no agreed international standards

and companies do not yet know what new services the technology will prove capable of delivering

effectively. All variants of 3G remain dependent on largely unproven technology. Marketing 3G is going to

be about services which are new and in many cases, yet to be designed. At the same time, it will involve

services which can also be obtained by computer and other means. It follows that the marketing task will be

high risk. First, 3G has no obviously unique selling proposition to build on except, perhaps, the combination

of live video and easy portability. Second, the potential customers have not yet had adequate opportunity to

signal their service likes and dislikes. Third, the cost and complexity of service provision leave doubt about

the markets reaction to price.

2.2 Debnath (2008)

This study explain that the prime focus of the service providers is to create a loyal customer base by

benchmarking their performances and retaining existing customers in order to benefit from their loyalty.

With the commencement of the economic liberalization in 1991, and with a view to expand and improve

telecom infrastructure through the participation of the private sector, the Government of India permitted

foreign companies holding 51 percent equity stake in joint ventures to manufacture telecom equipment in

India. The Indian Government has announced a new policy, which allows private firms to provide basic

telephone services. There had been a monopoly of the state-owned department of telecommunications.

However, several companies are expected to benefit from the policy change.

2.3. Bhatt (2008),

In his study titled A Study of Mobile Phone Usage Among the Post Graduate Students analyzed that it

is important for mobile carriers, service providers, content developers, equipment manufacturers, as well as

for parents and young people alike that the key characteristics of mobile technology is well understood so

that the risks associated with its potentially damaging or disruptive aspects can be mitigated. This paper has

tried to compare the usage difference by gender with respect to the difference manufacturing and serviceprovider companies.


12/48


2.4. Chris (2003)

Has analyzed Telecom advertising in print media. This research attempted to investigate why Telecom

theme are used in advertisement, and the motives that lead companies and advertisers to use sport celebrities

and sport concept in advertisements. From study it has been revealed that the appearance of sport celebrities

in advertising endorsement occurred more often in Telecom magazines than in other magazines, because

their target group is more acquainted with athletes. The sport celebrities that dominated each printed media

are related with their target group characteristics.

2.5. Kalpana and Chinnadurai (2006)

In their study titled Promotional Strategies of Cellular Services: A Customer Perspective analyzed

that the increasing competition and changing taste and preferences of the customers all over the world are

forcing companies to change their targeting strategies. The study revealed the customer attitude and their

satisfaction towards the cellular services in Coimbatore city. It was found that advertisement play a

dominant role in influencing the customers but most of the customers are of opinion that promotional

strategies of cellular companies are more sale oriented rather than customer oriented.

2.6. Bismut (2006)

In his study titled Competition in European Telecom Markets analyzed that in recent years the

European telecommunications market has witnessed major developments, with rapid expansion in access to

telecommunications networks and a surge in the number of available services and applications. While many

factors have contributed to the transformation of the telecommunications industry, competition has played a

key role in driving telecom players to invest in new technologies, to innovate and to offer new services.

2.7. Fernandez (2007)

In their study titled Understanding Dynamics in an Evolving Industry: Case of Mobile VAS in India

analyzed that Mobile Value Added Services (VAS) is a rising star in the fast growing wireless business. In

the paper, attempt is made at understanding the strategic dynamics of the evolving environment within

which the Indian players are operating, the challenges and structure of the same. Our literature and industry

review indicates that - while the value chain of industry is complicated yet one can observe the bipolar

nature of bargaining powers between mobile network operators and content aggregators.


13/48


2.8. Seth et al (2008),

In their study titled Managing the Customer Perceived Service Quality for Cellular Mobile

Telephone: an Empirical Investigation analyzed that there is relative importance of service quality

attributes and showed that responsiveness is the most importance dimension followed by reliability,

customer perceived network quality, assurance, convenience, empathy and tangibles. This would enable the

service providers to focus their resources in the areas of importance. The research resulted in the

development of a reliable and valid instrument for assessing customer perceived service quality for cellular

mobile services.

2.9. Kumar (2008),

In their study titled Customer Satisfaction and Discontentment Vis-a- Vis BSNL Landline Service: A

Study analyzed that at present, services marketing plays a major role in the national economy. In the

service sector, telecom industry is the most active and attractive. Though the telecom industry is growing

rapidly, India's telecom density is less than the world's average telecom density as most of India's market is

yet to be covered. This attracts private operators to enter into the Indian telecom industry, which makes the

Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the market.

2.10. Fredric (2008)

Analyzed the importance ofyield management and discrimination pricing in telecommunication sector.

Yield management is the process of allocating the right type of capacity or inventory unit to the right kind of

customer at the right rice so as to maximize revenue or yield. Yield management and dynamic pricing

strategies could be usefully applied to preserve and increase profitability. Yield management techniques can

help telecom operators and similar companies to optimize the benefits they can derive from a subtle

management of information networks and partnerships. However, such an approach is more difficult to

implement in the telecommunications industry than in the airlines sector because of the difficulty to control

(and sometimes to refuse) network access to customers.

2.11. Jha (2008),

In his study analyzed that it is the youth which is the real growth driver of the telecom industry in

India. Considering this fact, the paper is an attempt to give a snapshot of how frequently young people use

their mobile phones for several embodied functions of the cell phones. Data was collected from a sample of

208 mobile phone owners, aged between 20 and 29. The study sheds light on how gender, monthly voucher

amount and years of owning mobile phones influence the usage pattern of this device. Findings of the studywould be helpful for the telecom service providers and handset manufacturers to formulate a marketing

strategy for different market segments.


14/48


CHAPTER-3

Data Analysis and Interpretation

SIMPLE TABULATION

Frequencies:

Statistics

Q1

N Valid 89

Missing 0

Please rate AIRTEL Customer service overall

Frequency Percent Valid Percent Cumulative Percent

Valid Excellent 21 23.6 23.6 23.6

Good 49 55.1 55.1 78.7

Average 15 16.9 16.9 95.5

Fair 4 4.5 4.5 100.0

Total 89 100.0 100.0

Table-3.1

Interpretation:

The above table and graph shows the number of respondents with their respective responses for the

question. The table shows frequency with percentage and cumulative percent. It is clear that more number of

respondents have feel of customer service to their mobile services good i.e. frequency 49, percent 55.1.


15/48


Statistics

Q2

N Valid 89

Missing 0

Please rate AIRTEL technical product training overall


Valid 1 11 12.4 12.4 12.4

2 40 44.9 44.9 57.3

3 31 34.8 34.8 92.1

4 7 7.9 7.9 100.0

Total 89 100.0 100.0

Table-3.2

Interpretation:



respondents would like recommend technical product training courses is good i.e. frequency 40, percent

44.9


16/48


Statistics

Q3

N Valid 89

Missing 0

Please rate AIRTEL Documentation overall

Frequency Percent Valid Percent Cumulative

Percent

Valid 1 20 22.5 22.5 22.5

2 36 40.4 40.4 62.9

3 25 28.1 28.1 91.0

4 7 7.9 7.9 98.9

5 1 1.1 1.1 100.0

Total 89 100.0 100.0Table-3.3

Interpretation:



respondents good that documentation of airtel is good i.e. frequency 36, percent 40.4


17/48


Statistics

Q4a

N Valid 89

Missing 0

What did you like & dislike most about AIRTEL customer service (RANK 1)


Valid 1 37 41.6 41.6 41.6

2 31 34.8 34.8 76.4

3 11 12.4 12.4 88.8

4 10 11.2 11.2 100.0

Total 89 100.0 100.0

Table-3.4

Interpretation:



respondents prefer support of the bharti airtel services with frequency 37 and percent 41.6


18/48


Statistics

Q4b

N Valid 89

Missing 0



Valid 1 7 7.9 7.9 7.9

2 13 14.6 14.6 22.5

3 38 42.7 42.7 65.24 31 34.8 34.8 100.0

Total 89 100.0 100.0

Table.3.5

Interpretation:



respondents prefer rank2 as documentation of the bharti airtel with frequency 38 and percent is 42.7


19/48


Statistics

Q4c

N Valid 89

Missing 0



Valid 1 4 4.5 4.5 4.5

2 20 22.5 22.5 27.0

3 29 32.6 32.6 59.6

4 36 40.4 40.4 100.0

Total 89 100.0 100.0

Table.3.6

Interpretation:



respondents are prefer rank 3 as service of the bharti airtel company with frequency 36 and percent 40.4


20/48


Statistics

Q4d

N Valid 89

Missing 0



Valid 1 41 46.1 46.1 46.1

2 25 28.1 28.1 74.2

3 11 12.4 12.4 86.5

4 12 13.5 13.5 100.0

Total 89 100.0 100.0

Table.3.7

Interpretation:



respondents are prefer rank 4 as support of the customer care of bharti airtel with the frequency of 41 and

percent 46.1


21/48


Q5 Statistics

N Valid 89

Missin

g

0

How often does AIRTEL customer service exceed expectations


Valid 1 14 15.7 15.7 15.7

2 43 48.3 48.3 64.0

3 21 23.6 23.6 87.64 7 7.9 7.9 95.5

5 4 4.5 4.5 100.0

Total 89 100.0 100.0

Table.3.8

Interpretation:



respondents would like bharti airtel customer service exceed expectations is frequently With frequency 43

and percent 48.3.


22/48


Statistics

Q6

N Valid 89

Missing 0

To what extent does AIRTEL customer service exceed expectations


Valid 1 15 16.9 16.9 16.9

2 36 40.4 40.4 57.3

3 22 24.7 24.7 82.0

4 12 13.5 13.5 95.55 4 4.5 4.5 100.0

Total 89 100.0 100.0

Table.3.9

Interpretation:



respondents is givebharti airtel expectations togreat extent with frequency of 36 and the percent of 40.4


23/48


Statistics

Q7

N Valid 89

Missing 0

How likely would you be to recommend AIRTEL customer service to a friend or colleague


Valid 1 18 20.2 20.2 20.2

2 50 56.2 56.2 76.4

3 12 13.5 13.5 89.9

4 7 7.9 7.9 97.8

5 2 2.2 2.2 100.0

Total 89 100.0 100.0

Table.3.10

Interpretation:



respondents is recommend bharti airtel customer service to a friend or colleague likely with frequency 50

and the percent 56.2


24/48


Statistics

Q8

N Valid 89

Missing 0

How satisfied are you with network


Valid 1 20 22.5 22.5 22.5

2 51 57.3 57.3 79.8

3 13 14.6 14.6 94.4

4 2 2.2 2.2 96.6

5 3 3.4 3.4 100.0

Total 89 100.0 100.0

Table.3.11

Interpretation:


question. The table shows frequency with percentage and cumulative percent. It is clear that more number

respondents is satisfied with the network of the bharti airtel would like to recommend satisfied with

frequency 51 and percent 57.3


25/48


26/48


Statistics

Q10

N Valid 89

Missing 0

Would you like to use the option of AIRTELS portability service


Valid 1 11 12.4 12.4 12.4

2 41 46.1 46.1 58.43 15 16.9 16.9 75.3

4 8 9.0 9.0 84.3

5 14 15.7 15.7 100.0

Total 89 100.0 100.0

Table.3.13

Interpretation:



respondents is recommend the portability services of bharti airtel likely with frequency of 41 and the

percent is 46.1


27/48


Statistics

Q11

N Valid 89

Missing 0

AIRTEL provides good call rate service


Valid 1 16 18.0 18.0 18.0

2 43 48.3 48.3 66.3

3 17 19.1 19.1 85.44 10 11.2 11.2 96.6

5 3 3.4 3.4 100.0

Total 89 100.0 100.0

Table.3.14

Interpretation:



respondents is recommend the call rate services of the bharti airtel agree with the frequency of 43 and the

percent is 48.3


28/48


Statistics

Q12

N Valid 89

Missing 0

How satisfied are you with AIRTEL internet service


Valid 1 22 24.7 24.7 24.7

2 42 47.2 47.2 71.93 19 21.3 21.3 93.3

4 3 3.4 3.4 96.6

5 3 3.4 3.4 100.0

Total 89 100.0 100.0

Table.3.15

Interpretation:



respondents is clearly says satisfied with the bharti airtel internet services with frequency is 42 and the

percent is 47.2


29/48


Statistics

Q13

N Valid 89

Missing 0

Occupation


Valid 1 52 58.4 58.4 58.4

2 26 29.2 29.2 87.6

3 11 12.4 12.4 100.0

Total 89 100.0 100.0

Table.3.16

Interpretation:

The above table and graph shows the number of respondents with their respective responses for thequestion. The table shows frequency with percentage and cumulative percent. It is clear that numberrespondents under business, occupation are 15 percent difference in frequency i.e. 26, 11 respectively. Butrespondents under student are more it can say this group is dominating the other two, with a frequency

value of 52 and percent is 58.4 which is almost twice value than other two.


30/48


Statistics

Q14

N Valid 89

Missing 0

Gender


Valid 0 37 41.6 41.6 41.6

1 52 58.4 58.4 100.0Total 89 100.0 100.0

Table.3.17

Interpretation:

From the above figure and table it is clear that respondents are more under male i.e.

frequency of 52, percent is 58.4. And female are 37, percent is 41.6.


31/48


Statistics

Q15

N Valid 89

Missing 0

Income


Valid 1 51 57.3 57.3 57.3

2 20 22.5 22.5 79.8

3 14 15.7 15.7 95.54 4 4.5 4.5 100.0

Total 89 100.0 100.0

Table.3.18

Interpretation:

From the above table and graph shows it is clear that the income level of the respondents


32/48


3.2 CrossTabulation

Chi Square Test

Customer service exceed expectations v/s Gender

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Expectations*gender 89 100.0% 0 .0% 89 100.0%

Expectations * gender Cross tabulation

Count

Gender Total

female Male

expectations to very great extent 5 10 15

to great extent 13 23 36to some extent 12 10 22

to little extent 6 6 12

to very little extent 1 3 4

Total 37 52 89

Chi-Square Tests

Value Df Asymp. Sig. (2-

sided)Pearson Chi-Square 3.189a 4 .527

Likelihood Ratio 3.202 4 .525

Linear-by-Linear Association .691 1 .406

N of Valid Cases 89

a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 1.66.

Table.3.19


33/48


Interpretation:

The above table and chart shows cross tabulation of personal and gender reveals that Males have feel

customer service exceed expectations to great extent which higher than female and the chi-square value is

3.189 and the livelihood ratio value is 3.202.


34/48


Cross tabulation of network and income

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Network* income 89 100.0% 0 .0% 89 100.0%

Network and income Cross tabulation

Count

Income Total

40000

network very satisfied 11 7 2 0 20

Satisfied 30 9 9 3 51

Neutral 7 3 2 1 13

dissatisfied 1 0 1 0 2

very dissatisfied 2 1 0 0 3

Total 51 20 14 4 89

Chi-Square Tests

Value Df Asymp. Sig. (2-sided)

Pearson Chi-Square 6.806a 12 .870

Likelihood Ratio 8.102 12 .777

Linear-by-Linear Association .070 1 .792

N of Valid Cases 89

a. 15 cells (75.0%) have expected count less than 5. The minimum expected count is .09.

Table.3.20


35/48


Interpretation:

The above table and graph shows the cross tabulation of customer satisfaction on the airtel

network over income levels of respondents. The table shows that respondents with an income range 40,000 are not strongly agree on it. Chi-square

value is 6.806, likelihood ratio is 8.102


36/48


3.3 Statistical Tool

3.3.1 ANNOVA

Factor: Gender

ANOVA

Sum of Squares Df Mean Square F Sig.

Customer service Between Groups .218 1 .218 .366 .547

Within Groups 51.738 87 .595

Total 51.955 88

Technical product

training courses

Between Groups .001 1 .001 .001 .972


Total 57.011 88

Documentation Between Groups .458 1 .458 .523 .471


Total 76.562 88

Network Between Groups .011 1 .011 .015 .904


Total 67.596 88

Table.3.21

Interpretation:

The above table shows the anova of factor gender with the customer service, technical product training

courses, documentation and the network of airtel documentation shows less significance with 0.471 and

technical product training courses shows more significance with 0.972.


37/48


Factor: Income

ANOVA

Sum of Squares df Mean Square F Sig.

Portability Between Groups 4.347 3 1.449 .903 .443

Within Groups 136.462 85 1.605

Total 140.809 88

Call rate Between Groups 3.302 3 1.101 1.081 .362


Total 89.888 88

Internet Between Groups 1.694 3 .565 .626 .600


Total 78.382 88

New scheme or

offers

Between Groups 5.953 3 1.984 1.809 .152


Total 99.191 88

Table.3.22

Interpretation:

The above table shows the anova with the factor income and portability, call rate, internet, and the

new scheme or offers of the airtel and new scheme or offers shows less significance with 0.152 and internet

has more significance with 0.600.


38/48


Correlations

Between customer service and Gender

Descriptive StatisticsMean Std. Deviation N

Customer service 2.02 .768 89

Gender .58 .496 89

Correlations

Customer service Gender

Customer

service

Pearson Correlation 1 -.065

Sig. (2-tailed) .547

N 89 89

Gender Pearson Correlation -.065 1


N 89 89

Table.3.23

Between Network and income

Descriptive Statistics

Mean Std. Deviation N

Network 2.07 .876 89

Income 1.67 .902 89

Correlations

Network Income

Network Pearson Correlation 1 .028


N 89 89

Income Pearson Correlation .028 1


N 89 89

Table.3.24

Interpretation:

The above table shows the correlations of the gender and the service and the network and the

income of the respondents service clearly shows negative value of Pearson correlation with -.065 and the

network shows positive Pearson correlation with the value .028.


39/48


REGRESSION

Variables Entered/Removedb

Model Variables Entered Variables Removed Method

1 Incomea . Enter

a. All requested variables entered.

b. Dependent Variable: expectations

Model Summary

Model R R Square Adjusted R Square Std. Error of the Estimate

1 .089a .008 -.004 1.069

a. Predictors: (Constant), gender

ANOVAb

Model Sum of Squares df Mean Square F Sig.

1 Regression .787 1 .787 .688 .409a

Residual 99.438 87 1.143Total 100.225 88

a. Predictors: (Constant), Gender

b. Dependent Variable: expectations

Coefficientsa

Model Unstandardized Coefficients Standardized

Coefficients

T Sig.

B Std. Error Beta

1 (Constant) 2.595 .176 14.762 .000

Gender -.191 .230 -.089 -.830 .409

a. Dependent Variable: IJ

Table.3.25

Interpretation:

The above table shows the regression of expectations of customers and the gender of respondents

anova shows the positive significance value with .409 and the coefficient of regression have .000 is the

significance value in regression.


40/48


T-Test

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1 Portability 2.70 89 1.265 .134

Gender .58 89 .496 .053

Paired Samples Correlations

N Correlation Sig.

Pair 1 Portability & gender 89 -.022 .836

Table.3.26

Interpretation:

The above table shows one simple t-test of variable portability service and the gender. Mean &

std deviation have positive value and correlation has negative value with -.22 confidence interval of the

difference is lower is 1.824 and upper is 2.401 and the significance 2 tailed is .ooo.

Paired Differences T df Sig. (2-tailed)

Mean Std.

Deviation

Std. Error

Mean

95% Confidence

Interval of the

Difference

Lower Upper

Pair 1 Portability-

gender

2.112 1.369 .145 1.824 2.401 14.559 88 .000


41/48


T-TEST

Between Documentation and Income

Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

Pair 1 Documentation 2.25 89 .933 .099

Income 1.67 89 .902 .096

Paired Samples Correlations

N Correlation Sig.

Pair 1 Documentation & Income 89 .070 .516

Paired Samples Test

Paired Differences T df Sig.

(2-

tailed)Mean Std.

Deviation

Std.

Error

Mean

95% Confidence

Interval of the

Difference

Lower Upper

Pair

1

Documentation-

Income

.573 1.251 .133 .309 .837 4.320 8

8

.000

Table.3.27

Interpretation:

The above table shows one simple t-test of variable documentation and the income of the respondents

mean and std deviation have positive value with 2.25 and .933. confidence interval of the difference lower

has .309 and upper has .837 and the significance of 2 tailed has .000.


42/48


HYPOTHESIS

Interpretation: Table-28

The above table shows the hypothesis of different variables its clearly shows .05 is the significance

level of the hypothesis in the above table occupation and the income of the respondents have more value

than significance level with 0,138 and .889 and the remaining hypothesis of the other variables have less

than significance level if the significance level is more than .5 is accept the null hypothesis (H0) and the

significance level is more than .5 is reject the alternative hypothesis (H1) in the different variables .


43/48


CHAPTER-4

FINDINGS AND SUGGESSIONS

FINDINGS:

Following are our few findings during the project tenure:-

1. Airtel enjoys high market share with improved customer satisfaction front.

2. Many people have an image about airtel that they have some hidden cost and have confusing plans.

3. Airtel faces major competition in the field Vodafone, Idea and trusted brand Reliance.

4. Airtel in comparison to its competitive brands has a good market image but due to some serverproblem has let it down.

5. From the data collected Bharti Airtel is given preference by customer because of the networkconnectivity.

6. Airtel advertisements are more attractive.


44/48


SUGGESSIONS:

i. Airtel should focus on the server down problem. So as to enable its customer a smooth anduninterrupted services such that free flow of services.

ii. Airtel should also focus on improving its IMAGE in the fast paced market competition.iii. It should display hoardings at the places where the footfall is high like metros, bus stands mall etc.iv. Airtel should better up with their network and connectivity problems so as to maintain their hold in

the market, as it is a service not a product.

v. Airtel should focus on more PROMOTION tactics to increase its brand perception. They shoulddisplay proper advertisement boards, hoardings, in order to increase the image of the company in the

minds of the consumer.

vi. It should have a proper complaint BOXES, at their respective outlet where they can focus oncustomer demands and needs.

vii. The Company should assure of proper supply of recharge vouchers cards to its distribution networks,so that they can provide it to the customers on time.

viii. Airtel should make a different cell for customer satisfaction, where in the people so employed canpersonally look after their complaints, rather than waiting for the channel member to do the same.

ix. The tariff plans should not be complex, but should be very easy to explain to the customer by theFOS (feet on street).

x. The FOS should have proper knowledge e about the schemes provided by the company so that theycan convey the right message to the customer base politely.

Hence working on above-mentioned recommendations can help airtel to gain more market share and

further strengthen their hold on positioning in the minds of the customers. Last but not the least; Airtel is a

major player in the market as they are providing lucrative schemes with excellent margins.


45/48


CHAPTER-5

CONCLUSION

1. Regarding source and awareness news papers media plays wider role in creating awareness. Theawareness is also created through hoarding monthly magazines and mailers. In some cases word ofmouth and sale persons are also are acting as sources of awareness.

2. It is concluded that most of the respondents are satisfied about the service of Airtel.3. Most of the customers are not satisfied with air time charges.4. The connectivity (strength of signal) in rural areas is not at all accessible.

5.

It is concluded from the analysis even after the successful completion of six month usage / servicestill some of the customers are not aware of value added service offered by the company or do not

know how to use them.

6. Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers.

7. Company should think to launch the product according to the needs of customers to satisfy them.8. They should also think for searching new space or we can say either creating a new blue space to

sustain their growth in long run.

9. The most important determinant for consumers are price and sacrifice perception (monetary and non-monetary sacrifice), which in perception.

10.To this effect-Mobile service has experienced the negative attributes of not being customer focusedand realizes that quality is an attribute that creates customer satisfaction profitably. Therefore quality

must be fused with all resources channelled towards their customers.


46/48


CHAPTER-6

BIBLIOGRAGHY

WEBSITES:

www.bhartiairtel.com

www.google.com

www.ebscohost.com

www.googleschlor.com
http://www.bhartiairtel.com/http://www.bhartiairtel.com/http://www.google.com/http://www.google.com/http://www.ebscohost.com/http://www.ebscohost.com/http://www.googleschlor.com/http://www.googleschlor.com/http://www.googleschlor.com/http://www.ebscohost.com/http://www.google.com/http://www.bhartiairtel.com/


47/48


ANNEXTURES

QUESTIONNAIRE

1. Please rate AIRTEL customer service overall.

Excellent Good Average Fair Poor

2. Please rate AIRTEL technical product training courses overall.


3. Please rate AIRTEL documentation overall.


4. What did you like & dislike most about AIRTEL customer service .Please rank based on your

Preferences.

Support Technical product training courses

Documentation Service

5. How often does AIRTEL customer service exceed expectations?

Very frequently frequently Not Sure

Infrequently Very Infrequently

6. To what extent does AIRTEL customer service exceed expectations?

To very great extent to great extent To some extent

To little extent to very little extent


48/48


7. How likely would you be to recommend AIRTEL customer service to a friend or colleague?

Very likely Likely Neutral/Not sure

Not likely Never

8. How satisfied are you with network?

Very satisfied Satisfied Neutral

Dissatisfied Very Dissatisfied

9. Are you satisfied with AIRTELS new scheme and offers?

Very satisfied Satisfied Neutral


10. Would you like to use the option of AIRTELS portability service?

Very likely Likely Neutral/Not sure

Not likely Never

11. AIRTEL provides good call rate service.

Strongly agree Agree Neutral

Disagree Strongly Disagree

12. How satisfied are you with AIRTEL internet service?

Very Satisfied Satisfied Neutral


13. Occupation:

Documents

BRM (Airtel Satisfaction)