Harish Project PPT

8/2/2019 Harish Project PPT

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A STUDY ON CUSTOMER

SATISFACTION OF AIRTEL

PRESENTED BY

N.Harish Raju (215409672047)St.Augustine P.G College, Ghanapur.


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INTRODUCTION

OBJECTIVES

SCOPE AND NEED

LIMITATIONS


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OBJECTIVES

To study about the customer satisfaction with regard to airtel brand.

To study the opinion of customer regarding the availability of signals.

To study the opinion of the owner regarding its Recharge

Denomination and Post paid Schemes offered by the company. To study the effectiveness of advertisements Effect on all Types of

airtel Services Like Post Paid,Pre-Paid,GPRS Services Etc.

To offer any suggestion to improve sales and performance, if

necessary.


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SCOPE & NEED

In modern times the business organizations are adopting new

techniques and methods for growth of business.

The organizations are giving better services to their customers to

face challenges posed by the competitors. For every business, it isnecessary, to retain the present customers use regarding the

services provided by key organizations like Bharathi

Communication Private Limited., which is the authorized dealer of

airtel.

Some of the major competitors in this area are, India

Reliance,Idea,BSNL,Vodafone , etc hence there is a need for the

study.


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LIMITATIONS

The study is restricted in scope to owing the following limitations.

Due to constraint of time, city of hyderabad is alone selected and

so it cannot claim to be a comprehensive study of the population.

The sample size is restricted to 100 respondents. The date is obtained through a structured questionnaire and it has

its own limitations in its analysis and interpretations.

Some respondents did not provide the requisite informationpertaining to the questionnaire.


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COMPANY PROFILE


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About Bharati Airtel

Telecom giant Bharti Airtel is the flagship company of Bharti

Enterprises. 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 aMoU with Wal-Mart for the cash & carry business. It has successfully

launched an international venture with EL Rothschild Group to export

fresh agri 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.

We served an aggregate of 207.8 million customers as of December

31, 2010.

Established in July 07, 1995.


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Business Divisions

Mobile Services

The mobile business providesmobile& fixed wireless services

using GSM technology across

23 telecom circles

Prepaid

Postpaid


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TeleMedia Services

Airtel Telemedia Services businessoffers broadband & telephone

services in 95 cities.

Broadband & Internet

Speed On Demand Online Desktop

Airtel PC Security


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Enterprise Services The Enterprise services

provide end-to-endtelecom solutions to

corporate customers and

national & international

long distance services to

carriers.


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Mission

ErrorFree service delivery

Innovative products and services Cost efficiency

Unified Messaging Solutions

Vision & promise

By 2015 Airtel will be the most admired brand in India

Loved by more customers

Targeted by top talent

Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the needs of our

customers and how we want them to feel.


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Partners

The company has a strategic alliance with SingTel

The companys mobile network equipment partners include Ericsson

and Nokia.

The call center operations for the mobile services have been

outsourced to IBM Daksh, Hinduja HTMT, Teletech & Mphasis.

Awards and Recognitions

Airtel has won the Most Preferred Cellular Service Provider Brandaward at the CNBC Awaaz Consumer Awards in Mumbai 2010-11.

This is 6th year in a row that airtel has won the award in this category.

Bharti airtel has received the prestigious Businessworld-FICCI-SEDF

Corporate Social Responsibility Awards 2009-2010.
http://www.singtel.com/http://www.singtel.com/


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Shares

The equity shares of Bharti Airtel are currently listed on National

Stock Exchange of India Limited (NSE) and The Stock Exchange,

Mumbai, (BSE). Bharti Airtel offered 185,336,700 equity shares in

the initial public offering (IPO) and raised Rs 8,340.15 millionthrough this process. The shares were over subscribed 2.56 times.

With this IPO, Bharti Airtel established certain important

landmarks in the history of the Indian capital market. Together

with being the first 100% book building process that this country

has seen, the listing was completed within a record time of tenworking days. of the close of the issue. Moreover the process of

allotment and issue of shares was also completed within one day of

the last day of pay-in.

The book running lead managers for the IPO were JM Morgan

Stanley and DSP Merrill Lynch and the registrars to the issue wasKarv Consultants Limited.


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CUSTOMER SATISFACTION


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customer satisfaction is the level of a persons felt state to the persons

exceptions.

satisfaction levels are a function of the difference between the

perceived performance and exceptions.

Expectations of a buyer are formed on any of the following ways:

Buyers past experience.

Statements by friends.

Associates. Market.


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Product Profile

PREPAID

A Prepaid subscription is like a

cash &carry subscription,

designed from quickconvenience & ease of mobility

of our valued customers.

Total Cost Control

Strong Network Coverage

Internet Recharge

Transfer Talk time

MMS

Voice Mail

Airtel Live

LMTS(Lost Mobile Tracking

System)


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Tariffs Airtel Regular Pack

Airtel Prepaid Grameen Pack

New Lifetime at Rs.99 (for

new and existing customers)


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DATA ANALYSIS


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SATISFACTION OF THE CUSTOMER

Opinion No.of Respondents

Fully Satisfied 75

Partly Satisfied 15

Not Satisfied 10

Total 100


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INTERPRETATION:

From the above table of 75% respondents are satisfied with this subscription, 15%respondents are partly satisfied, and 10% of respondents are not satisfied with thissubscription.

0

1020

30

40

50

60

7080

Fully Satisfied Partly Satisfied Not Satisfied

No.o

f.Respo

ndents

Opinion


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Satisfied with the Signal Of Airtel


Yes 80

No 20

Total 100


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INTERPRETATION:

From the above table show on 80% of respondents says YES and 20 %respondents are says NO.

80%

20%

Yes

No


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Rating Of the Airtel


Very Good 60

Good 20

Average 10

Bad 10

Total 100


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INTERPRETATION:

From the above table shows 60% respondents are says very good, 20% respondents

are says good, 10% respondents are says average and 10% respondents are says bad.

0

20

40

60

Good Average Bad

60

20

10 10

No.ofRespondents

Opinion


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Is the price Reasonable Recharge Coupons Of Airtel


Yes 60

No 40

Total 100


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INTERPRETATION:

From the above table shows 60% of respondents says Yes, 40%

respondents says No.

60

40

CHART - 5

Yes

No


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OPENION ON AIRTEL BRAND


Good 70Average 20

Bad 10Total 100


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INTERPRETATION:From the above table shows 70% respondents are say Good, 20%

respondents are say Average and 10% respondents are say Bad.

0

10

20

30

40

50

60

70

Good Average Bad

70

20

10

No.o

fRespondents

Opinion


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FINDINGS


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FINDINGS

75% of respondents are satisfied with this subscription, 15% respondents

are partly satisfied, and 10% of respondents are not satisfied with this

Subscription.

80% of respondents are satisfied and 20% respondents are dissatisfied

about the Signal Of Airtel. 40% respondents are using the Airtel since 3 months and 35%

respondents are using from 6 months and 25% respondents are using

from 6 months to one year.

60% respondents says very good, 20% respondents says good, 10%

respondents says average and 10% respondents says bad about the

interiors of the Airtel.

60% of respondents says it has reasonable price. 40% respondents says it

is not reasonably price.

70% respondents say available, 20% of respondents say some times

available, and 10% of respondents not available about availability of

Recharge Cards.


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10% of respondents say less than three months, 30% of respondents say

less than six months and 60% of respondents say less than one year about

the repair for the first time.

50% respondents say excellent, 30% respondents say very good, 10%

respondents say good and 10% respondents say bad about the sales serviceof the dealer.

80% of respondents say number of Denominations available in the

Airtel, 20% of respondents say number of Denominations are not

available .

30% respondents are say advertisement, 40% respondents say friends,

10% respondents say company executives, 20% respondents say other itinfluence customer to purchase this Airtel Sims.

70% respondents say good, 20% respondents say average and 10%

respondents say bad about the handling of the complaints by the company.

80% respondents are Satisfied, 20% respondents are dissatisfied about

the features of the Cell Phones.


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SUGGESTIONS & RECOMMENDATIONS

Declare has to provide service like Signal adjustments, etc.,

Declare has to take effort to dispatch the Bills quickly in context of

satisfying the post paid customers.

Some technical programs are to be conducted by the dealer inorder to upgrade the skills of workers and employees.

As some of the respondents are not Happy about the product,

dealer has to maintain better relationship with the customers.

Dealer has to work as the brand ambassador of the Airtel in order

to retain the potential customers. Dealer has too introduce some new schemes to attract employees.

Advertisement is required for the improvement of sales of post

paid Services.


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Timely delivery of repaired bills is the major factor, hence the company has to

concentrate to give good service. The service stations have to be guided properly in

order to see a happy customer.

The cost involved to retain the old customers is less than the cost involved in

working the a new customer. Hence, the focus of the company should be more on

the existing customers in industrial sector. This can be done by remembering the

birthdays of the owners and send a gift by giving emotional appeal.

Dealer is as important as the end-customer, since he is the primary customer of

the company. In order to motivate the dealer the company should introduce certainincentive to the dealers like

To and Fro charges for pleasure trips

Festival and seasonal gifts.

Frequent informal dealers meet.


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I convey my thanks to Principal &

HOD Mr. RAVI KUMAR &Mr.Srikanth Goud (GUIDE) inSt.Augustine P.G. COLLEGE

for giving proper guidance tome for completing this project

successfully.

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Harish Project PPT