Hemant Singhal

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    A SERVEY REPORT ONCUSTOMERS SATISFACTION LEVEL ON AIRTEL NETWORK

    IN VARANASI

    Submitted in partial fulfillment for the award of

    .

    SCHOOL OF MANAGEMENT SCIENCES

    VARANASI

    SUBMITTED TO

    Dr.Hemant Kumar Yadav

    Senior Lecturer

    SMS, Varansi.

    SUBMITTED BY

    Hemant Sing a!

    BB" # t Semester

    B$%&$'(%%)#&*+

    Bachelor of Business Administration2011-2014

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    DECLARATION

    We hereby declare that this research work embodied in thisentitled Dissertation customer satisfaction level on Airtelnetwork has been carried out by us, under the guidance ofDr.Hemant Kumar Yadav .

    We also declare that this dissertation has not been submitted toany ni!ersity or "nstitution for the award of any Degree ordi#loma.

    Hemant Singhal

    Signature: __________

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    ACK !"#$D%$&$ '

    I express my sincere thanks to my project guide, Dr.HemantKumar Yadav (Senior Lecturer) SMS, Varanasi, for guiding meright from the inception till the successful completion of the

    project. I sincerely ackno ledge her for extending their !alua"leguidance, support for literature, critical re!ie s of project and thereport and a"o!e all the moral support he had pro!ided to me

    ith all stages of his project.

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    'AB#$ !( C! '$ 'S

    S. NO CHAPTER NAME

    1 Declaration

    2 Acknowledgement

    3 ntrod!ction

    " O#$ecti%e o& t'e (t!d)

    * Re(earc' met'odolog)

    + Sco,e o& t'e (t!d)

    - Data ,re(entation

    Data anal)(i( and inter,retation

    / Com,ari(on

    10 inding(

    11 Concl!(ion

    12 Recommendation

    13 i#liogra,')

    1" Anne !re

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    INTRODUCTION

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    !ver view of telecom sector

    "ndian telecom sector is more than 1$% years old. &elecommunications

    was first introduced in "ndia in 1'%1 when the first o#erational land lineswere laid by the go!ernment near (olkata )then *alcutta+, althoughtele#hone ser!ices were formally introduced in "ndia much later in 1''1.urther, in 1'' , tele#hone ser!ices were merged with the #ostal system."n 1 4/, after "ndia attained inde#endence, all foreign telecommunicationcom#anies were nationali ed to form the osts, &ele#hone and &elegra#h) &&+, a body that was go!erned by the inistry of *ommunication. &he"ndian telecom sector was entirely under go!ernment ownershi# until1 '4, when the #ri!ate sector was allowed in telecommunicatione3ui#ment manufacturing only. &he go!ernment concreti ed its earlierefforts towards de!elo#ing 5D in the sector by setting u# an autonomousbody 6 *entre for De!elo#ment of &elemetric )*-D7&+ in 1 '4 to de!elo#state-of-the-art telecommunication technology to meet the growing needsof the "ndian telecommunication network. &he actual e!olution of theindustry started after the 8o!ernment se#arated the De#artment of ostand &elegra#h in 1 '% by setting u# the De#artment of osts and theDe#artment of &elecommunications )Dot+.

    &a)or telecom com*anies in +ndia

    9harti :irtel

    eliance *ommunication.

    ;odafone obile

    "dea

    9

    &:&: &eleser!ices

    :ircel

    ninor

    ;ideocon

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    &=>

    !verview of Bharti Airtel',*e: - u/lic Co.

    (ounded: - 0 th 1ul, 2334.

    (ounder:-Sunil Bharti &ittal.

    Head 5uarter: - ew Delhi

    Area Served: - South Asia6 Africa and Channel +slands.

    Ke, eo*le: - Sunil Bharti &ittal.

    $m*lo,ees: - 726773.

    Su/scri/er: - 788 &illion 9in +ndia .

    "e/site: - "ww.Airtel.Com

    Bharti Airtel , commonly known as Airtel , is the largest"ndian telecommunications

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    :irtel is the largest #ro!ider of mobile tele#hony and second largest#ro!ider of fi@ed tele#hony in "ndia, and is also a #ro!iderof broadband and subscri#tion ser!ices. "t offers its telecom ser!icesunder the :irtel brand. 9harti :irtel is the first "ndian telecom ser!ice#ro!ider to achie!e *isco 8old *ertification. "t also acts as a carrier fornational and international long distance communication ser!ices. &hecom#any has a submarine cable landing station at *hennai, whichconnects the submarine cable connecting *hennai and

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    OBJECTIVES

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    1. &o analy e the customerAs satisfaction

    "n this sur!ey re#ort, the analysis has been on the indi!idual customers of :irtel mobile

    ser!ices and their le!el of satisfaction with the ser!ices #ro!ided by :irtel. &he !arious

    ser!ice #arameters considered in this re#ort include B*onnecti!ity, lans and tariff,

    8 < s#eed, ;oice clarity, 8 ser!ices, 8 #lans, 8 s#eed, oaming charges,

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    RESEARCHMETHODOLOGY

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    'Y $ !( ;$S$A;CH C &he ty#e of research used in the #resent sur!ey isthe Descri*tive ;esearch which describes the state of affairs as it e@ists at #resent.

    'Y $ !( DA'A .

    A;$A !( S

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    SCOPE OF THE

    SYUDY

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    &o conduct this research the target #o#ulation was the mobileusers, who are using :irtel connection.

    &argeted of geogra#hic area of ;aranasi.

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    DATA

    RESENTATION

    DATA

    RESENTATION

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    Age group of the re po!"e!t#

    :. 9elow20 9. 21- 0 *. 1-40 D. 41--%0 E.%0 abo!e

    Age grou* A2 A7 A? A@ A4/elow 78 72-?8 ?2-@8 @2-48 48 a/ove

    o. ofres*ondent

    2 23 ? 2

    +n this figure6 we can see6 A7 age grou* 972-?8 ma imum *referAirtel network6 A? age grou* 9?2-@8 is in 7 nd *osition6 A2 age grou*

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    9/elow 78 is in ? rd *osition6 and A@ age grou* 9@2-48 is in last*osition.

    %ender of the res*ondent:

    &: :>E (: E :>E

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    'he surve, revealed that @3 female res*ondents and 0 maleres*ondents *refer Airtel network. 'he reason is /rand image set u*in the minds of the res*ondents a/out Bharti Airtel.

    $ducation /ackground of the res*ondent:

    A. ursuing or com#leted FD. B. ursuing or com#leted #ost graduation. C.ursuing or com#leted graduation degree. D. ursuing or com#leted intermediate.$ . ursuing or com#leted matriculation. . =one of the abo!e.

    $ducation B7 B? B@ B2

    ursuing orcom*leted

    ursuing orcom*leted

    ursuing orcom*leted

    ursuing orcom*leted

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    ?46888-48888

    786888-?46888

    #ess than786888

    486888 anda/ove

    res*ondent @@ ? 2 70

    +n this chart6 + want to show ,ou that @@ res*ondents monthl,income is C? 9?46888-48888 6 ? res*ondents monthl, incomeis C7 9786888-?46888 6 70 res*ondents monthl, income isC29#ess than 786888 6 2 res*ondents monthl, income is C@9486888 and a/ove .

    um/er of mem/ers in ,our famil,E

    BBBBBBBBBBBBBBBBBBBBBB

    am. si e 2 4 % $ / ' 10 11 12

    res#onden 2 ' 2$ 0 2/ 14 2 % 1 1

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    t

    'his gra*h is showing famil, siFe of res*ondents6 ?8res*ondentGs famil, siFe is 4 mem/ers6 70 res*ondentGsfamil, siFe is 6 7 res*ondentGs famil, siFe is @6 2@res*ondentGs famil, siFe is 06 3 res*ondentGs famil, siFe is 6 res*ondentGs famil, siFe is ?6 4 res*ondentGs famil, siFe is286 7 res*ondentGs famil, siFe is 36 7 res*ondentGs famil, siFeis 76 2 res*ondent famil, siFe is226 and 2 res*ondent famil,siFe is 24.

    =umber of mobile users and :irtel users in the family of the res#ondentC

    :. 1 9. 2 *. D. 4 or abo!e

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    user %2 %7 %? %@

    ost *aid re *aid Data card An, other

    res*ondent 24 28 ? 2

    +n this figure6 28 users are using %7 9 re*aid 6 out of 274users of Airtel network6 24 users are using %2 9 ost*aid 6 ?users are using %? 9Data card 6 2 user is using %@ 9An,other out of 274 users of Airtel network.

    "hich is ,our *rimar, connectionE

    BBBBBBBBBBBBBBBBBB..

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    etwork 2 7 ? 4 0

    Bsnl +dea =odafone 'atadocomo ;eliance

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    BBBBBBBBBBBBBBBBBBBBBB.

    'his gra*h is showing6 how *eo*le came to know a/out the Airtelconnection6 @ res*ondents got aware from 17 9 "dvertisement 6 @?res*ondents got aware from 1@ 9(riends 6 78 res*ondents got aware from12 9(amil, 6 res*ondents got aware from 1? 9&edia .

    Source 12 17 1? 1@

    (amil, Advertisement &edia (riends

    res*ondents 78 @ @?

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    Since how long ,ou have /een using this connectionE

    :. 0- onths 9 .4-$ onths *. /-12 onths D. :bo!e 1Gear E. :bo!e%Gear

    'ime $2 $7 $? $@ $4

    8-?&! 'HS

    @-&! 'HS

    0-27&