Hemant Singhal

8/12/2019 Hemant Singhal

1/64

1

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


2/64

2

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: __________


3/64

3

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.


4/64

4

'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


5/64

5

INTRODUCTION


6/64

6


7/64

7

!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


8/64

8

&=>

!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


9/64

9

: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


10/64

10

OBJECTIVES


11/64

11

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,


12/64

12

RESEARCHMETHODOLOGY


13/64

13

'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


14/64

14

SCOPE OF THE

SYUDY


15/64

15

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

&argeted of geogra#hic area of ;aranasi.


16/64

16

DATA

RESENTATION

DATA

RESENTATION


17/64

17

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*


18/64

18

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


19/64

19

'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


20/64


21/64

21

?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


22/64

22

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


23/64


24/64

24

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..


25/64

25

etwork 2 7 ? 4 0

Bsnl +dea =odafone 'atadocomo ;eliance


26/64

26

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 @ @?


27/64

27

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&! 'HS

AB!=$2 Y$A;

AB!=$4 Y$A;

;es*ondent @ ?8 20 74 @

+n this figure + want to show ,ou6 @ res*ondents are using Airtelconnection $2 9last ?months 6 ?8 res*ondents are using Airtelconnection $7 9last @- months 6 20 res*ondents are using


28/64


29/64

29

res*ondents view is ;? 9@-4 da, 6 22 res*ondents view is ;@9&ore than 4 da,s 6 24 res*ondents view is ;4 9not a**lica/le .

,ou have alternate connection6 a*art from Airtel6 s*ecif, the name of connectionE

BBBBBBBBBBBBBBB, BBBBBBBBBBBBBBBBBB

:lternetconnection

H1 H2 H H4 H% H$ H/ H' 9>:=(

9snl "dea ;7D: 7=E :" *E> &:&:D7*7 7

E>":=*E ="=7 :irtel

es#ondents $ $ 11 2 1' 21 2 1


30/64


31/64

31

9snl "dea ;7D: 7=E :" *E> &:&:D7*7 7

E>":=*E ="=7 :irtel

resa#ondent 2 1 1 1% 1% / 2%

+ wanted to know6 how man, res*ondents leave Airtel connectionand take u* some other connection6 in this figure ,ou can see 73res*ondents want to move to S2 9BS # 6 2? res*ondents want tomove to S7 9+D$A 6 2? res*ondents want to move to S?9=!DA(! $ 6 ? res*ondents want to move to S@ 9A+;C$# 6 24res*ondents want to move to S4 9'A'A D!C!&! 6 24res*ondents want to move to S 9;$#+A C$ 6 0 res*ondents wantto move to S0 9< + !; 6 and 74 res*ondents donGt want to moveto an, other connectionJ

How do ,ou know a/out the new offers and *lansE

:. *all from customer care 9.


32/64

32

=EW 7 E < :=D >:=

>1 >2 > >4

from customercare


33/64

33

How much mone, did ,ou s*end on mo/ile recharge /ill in last month

:. 9elow s100 9. below s200 *. s201- s%00 D. s%01- s1000 E. abo!es1000.

&! $YS $ D

&2 &7 &? &@ &4

9elows100

belows200

s201-s%00

s%01-s1000

abo!es1000

;$S ! D$ ' @ 2 0 8

+n this we can see how much mone, ,ou s*ent in last month6so @ res*ondents s*end mone, &2 9;s288 6 res*ondents

s*end mone, &7 9/elow ;s788 6 2 res*ondents s*end mone,&? 9;s782- ;s488 6 0 res*ondents s*end mone, &@ 9;s482-;s2888 6 8 res*ondent s*end mone, &4 9a/ove ;s2888 6 andrest of the res*ondents didnGt fill this uestionJJ..


34/64

34

"hat is ,our average monthl, e *enditure on mo/ile recharge /illE

BBBBBBBBBBBBBBBBBBBBBBB..

'his figure is showing average e *enditure of res*ondents as 77res*ondents avg. e *enditure is ;s 2886 2 res*ondent avg. e *enditureis ;s 28886 2 res*ondent avg. e *enditure is ;s 27886 res*ondentsavg. e *enditure is ;s 2486 7 res*ondents avg. e *enditure is ;s 2488622 res*ondents avg. e *enditure is ;s 7886 3 res*ondents avg.e *enditure is ;s 7486 2? res*ondents avg. e *enditure is ;s ?886 2res*ondents avg. e *enditure is ;s ?486 2 res*ondents avg.e *enditure is ;s ?486 2 res*ondent avg. e *enditure is ;s ?046 2res*ondent avg. e *enditure is ;s @886 7 res*ondents avg. e *enditure

is ;s @486 res*ondents avg. e *enditure is ;s 486 27 res*ondents avg.e *enditure is ;s 4886 2 res*ondent avg. e *enditure is ;s 4486 2?res*ondents avg. e *enditure is ;s ?886 ? res*ondents avg.e *enditure is ;s 886 2? res*ondents avg. e *enditure is ;s ?886 2res*ondent avg. e *enditure is ;s 086 4 res*ondents avg. e *enditureis ;s 886 2 res*ondent avg. e *enditure is ;s 48J.


35/64

35

Satisfaction level of customers

1 . Highl, satisf, 7. Slightl, satisf, ?. Satisf, @. either satisfies nor dissatisfies 4. Dissatisf, .Slightl,Dissatisf, 0. Highl, Dissatisf,

S. o Categor,: lease state ,our satisfaction levels w.r.t. the followingcriteria

;ank

1 *onnecti!ity.

2 lans and tariff.

8 < s#eed.

4 ;oice clarity.

% *ustomer care e@ecuti!eAs )**EAs+ beha!ior.

$ 8 ser!ices.

/ 8 #lans.

' 8 s#eed.

oaming charges.

10


36/64

36

SA'+S(AC'+!#$=$#

2 7 ? @ 4 0

Highl,satisf,

Slightl,satisf,

Satisf, eithersatisfies nordissatisfies

Dissatisf, Slightl,Dissatisf,

Highl,Dissatisf,

;$S ! D$ ' 2 77 ?3 70 @ 7 2

+n this figure + am showing out of 274 users of Airtel6 2 are highl,satisfied6 77 are slightl, satisfied6?3 are satisfied6 70 are either satisfiednor dissatisfied 6 @ are highl, dissatisfied6 7 are slightl, dissatisfied6 2 arehighl, dissatisfied.


37/64

37

Data Anal,sis and inter*retationData Anal,sis and inter*retation


38/64

38

"hich features attracted to ,ou taking this connection6 to* threefeatures reasonsE

:BBBBBBBBBBB9BBBBBBBBBB*BBBBBBBBBB..

D2 good network D11 plan

D call rates D12 planD4 Airtel to Airtel free D1 easily available recharge

D% small recharge voucher D14 special offers

D$ 3G services D1% voice clarity

D/ Connectivity D1$ reliability

D' best customer service D1/ Sms packs

D better recharge D1' lesser service tax

D10 Gprs speed D1 Gprs plans

D20 V.A.S


39/64

39

Interpretation: In this chart, I asked hich feature attracted you, I got manyresponses. I multiplied "y # from $ st feature, multiplied "y % from % nd feature, andmultiplied "y $ from # rd feature after that added all the figures

According to ,ou6 to* three networksE :BBBBBBBBBBBB9BBBBBBBBBBB*BBBBBBBBBBBB

=1 BS ! =$ "#!$A C#

=2 $%#A =/ & $ '"

= V'%A(' # =' A$")#!

=4 A$"C#! = V#"G$

=% )A)A %'C'*'

I!terpret$t%o!# +n this chart6 + asked to* three network 6 + got man,res*onses. + multi*lied /, ? from 2 st res*onse6 multi*lied /, 7 from7 nd res*onses6 and multi*lied /, 2 from ? rd res*onses after that added allthe figures.


40/64

40

An, s*ecific reason for move other network6 to* three reasonsE

:BBBBBBBBBBBB9BBBBBBBBBBBB*BBBBBBBBBBB

(1 8ood ser!ice (1 e@tra talk time

(4 8ood connecti!ity (14 >ess ser!ice ta@

(% 8 ser!ice #lan (1% =o delay in #roblem sol!ing

($ 8ood network (1$ =ight #ack

(/ >ow cost (1/


41/64


42/64

42

+nter*retation: + asked which kind of features ,ou are wishing 6 theres*ondents res*onses was as fallowsJ.+ multi*lied /, ? from 2 st feature6

multi*lied /, 7 from 7nd

feature6 and multi*lied /, 2 from ?rd

feature afterthat added all the figures.

*om#ariso

n


43/64


44/64

44

E>":=*E network, $1.2 I res#ondents are using :" &E>network.


45/64


46/64

46

rimary connection of the res#ondent with differentnetworks

+nter*retation:

&he sur!ey found that according to 9 res#ondents /.2I res#ondents used idea,0.4I res#ondents used ;odafone, 2'I res#ondents used reliance, 2.'Ires#ondents used :irtel network.


47/64

47

"DE: res#ondents 0.'I res#ondents were used 9snl, 4.'I res#ondents were used;odafone, %.$I res#ondents were used reliance, 4.'I res#ondents were used :irtel

network.

;7D: 7=E res#ondents 14.4I res#ondents were used 9snl, $.4I res#ondents wereused idea, $.4I res#ondents were used reliance, 'I res#ondents were used :irtelnetwork.

E>":=*E res#ondents 2.4I res#ondents were used 9snl, 4.'I res#ondents wereused idea, %.$I res#ondents were used ;odafone, %.$I res#ondents were used :irtelnetwork.

:" &E> res#ondents %.$I res#ondents were used 9snl, 10.4I res#ondents wereused idea, 14.4I res#ondents were used reliance, and 42.4I res#ondents were used

;*7D: 7=E network.


48/64

48

roblem resol!e of different network in different time

+nter*retation:

&he sur!ey re!ealed that %.2I 9 res#ondentAs #roblem is sol!ed in 1)1 day+, 4'I "DE: res#ondentAs #roblem is sol!ed in 1 )1 day+, $I;7D: 7=E res#ondentAs #roblem is sol!ed in 1 )1 day+, 2 .$I


49/64

49

E>":=*E res#ondentAs #roblem is sol!ed in 1 )1 day+, 4.4I :" &E>res#ondentAs #roblem is sol!ed in 1 )1 day+.

2 .2I 9 res#ondentAs #roblem is sol!ed in 2 )2- days+, 22.4I "DE:

res#ondentAs #roblem is sol!ed in 2 )2- days+, %.2I ;7D: 7=Eres#ondentAs #roblem is sol!ed in 2 )2- days+, .$I E>":=*Eres#ondentAs #roblem is sol!ed in 2 )2- days+, $.'I :" &E>res#ondentAs #roblem is sol!ed in 2 )2- days+.

22.4I 9 res#ondentAs #roblem is sol!ed in )4-% days+, 'I "DE:res#ondentAs #roblem is sol!ed in )4-% days+, 'I ;7D: 7=Eres#ondentAs #roblem is sol!ed in )4-% days+, .$I E>":=*Eres#ondentAs #roblem is sol!ed in )4-% days+, $.'I :" &E>res#ondentAs #roblem is sol!ed in ' )4-% days+.

.$I 9 res#ondentAs #roblem is sol!ed in 4 )more than % days+, 0I"DE: res#ondentAs #roblem is sol!ed in 4 )more than % days+, '.'I;7D: 7=E res#ondentAs #roblem is sol!ed in 4 )more than % days+, '.'IE>":=*E res#ondentAs #roblem is sol!ed in 4 )more than % days+, '.'I

:" &E> res#ondentAs #roblem is sol!ed in 4 )more than % days+.

'.'I 9 res#ondentAs #roblem is sol!ed in % )not a##licable+, 1%.2I"DE: res#ondentAs #roblem is sol!ed in % )not a##licable+, 12I;7D: 7=E res#ondentAs #roblem is sol!ed in % )not a##licable+, 1$IE>":=*E res#ondentAs #roblem is sol!ed in % )not a##licable+, 12I

:" &E> res#ondentAs #roblem is sol!ed in % )not a##licable+.


50/64

50

&ove an, other network

+nter*retation:

:ccording to 9 res#ondent /.2I res#ondents mo!e idea network, 2 .2Ires#ondents mo!ed to ;odafone network, 12.'I res#ondents mo!ed to eliancenetwork, 2 .2 res#ondents mo!ed to :irtel network.


51/64

51

:ccording to "DE: res#ondent .$I res#ondents mo!e 9snl network, 10.4Ires#ondents mo!ed to ;odafone network, '.'I res#ondents mo!ed to eliancenetwork, 10.4I res#ondents mo!ed to :irtel network.

:ccording to ;7D: 7=E res#ondent 4.4I res#ondents mo!e 9snl network, 10.4 I"dea res#ondents mo!ed to ;odafone network, .$I res#ondents mo!ed to eliancenetwork, 10.4I res#ondents mo!ed to :irtel network.

:ccording to E>":=*E res#ondent 1 ./%I res#ondents mo!e 9snl network, /.2Ires#ondents mo!ed to "dea network, 12.'I res#ondents mo!ed to ;odafone network,12I res#ondents mo!ed to :irtel network.

:ccording to :" &E> res#ondent 10.4I res#ondents mo!e 9snl network, 20I

res#ondents mo!ed to "dea network, 2 .2I res#ondents mo!ed to eliance network,4.'I res#ondents mo!ed to ;odafone network

!verall satisfaction of different res*ondent

"nter#retationC


52/64


53/64

53

indings


54/64

54

+ 'H+S

S: "&G

8 < < EED

E::9>E E*F: 8E ;7 *FE < 7 E- E*F: 8E

79>E E &"7= "< D7=E W"&F"= /2 F7 :=< :=D &: " , &F 7 8F < :9>E

= 7 :9>E

= 7 EJ& : &:>( &" E

7 E


56/64


57/64

57

Clear tariff *lans:

:irtel is offering !arious tariff #lans under !arious names. During the study it is

7bser!ed that #eo#le are confused about the tariff #lans. &herefore effortsshould be #ut in educating the customers on tariff #lans at the #oint of #urchase.

Customers meet:

ost of the customers ha!e the #roblems relating #roblems like ser!ice andnetwork etc. "n order to resol!e this #roblem regular customers meet can be

arranged in these towns where customers can seek solutions for their #roblems.

"ntroduction of &ele communicationC - searchtelecom.techterget.com ,

Downloaded on 2'-0 -201 .

"ntroduction of &ele communicationC - www.dnb.co.in

"ntroduction of 9harti :irtelC - www.airtel.com

esearch methodologyC *. .(othari, new age international, #ublishers.

/i/liogra*h,
http://searchtelecom.techterget.com/http://www.dnb.co.in/http://www.airtel.com/http://searchtelecom.techterget.com/http://www.dnb.co.in/http://www.airtel.com/


58/64

58


59/64

59

Re po!"e!t& per o!$' %!for($t%o!

1. =ame of the res#ondentC

2. :ge grou# of the res#ondentC

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

. 8ender of the res#ondentC ) ale K emale+

4. Education background of the res#ondentC

B. ursuing or com#leted FD.

C. ursuing or com#leted #ost graduation.

D. ursuing or com#leted graduation degree.

$. ursuing or com#leted intermediate.

(. ursuing or com#leted matriculation.

%. =one of the abo!e.


60/64

60

%. &he gross monthly family income of the res#ondent in ru#ees )"= +C

9. >ess than 20,000 9. 20,000- %,000 *. %,000-%0000 D. %0,000 and abo!e

$. =umber of members in your familyL

BBBBBBBBBBBBBBBBBBBBBB /. =umber of mobile users in the family of the res#ondentC

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

'. =umber of :irtel users in the family of the res#ondentC

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


61/64


62/64


63/64

63

8 < s#eed.

4 ;oice clarity.

% *ustomer care e@ecuti!eAs )**EAs+ beha!ior.

$ 8 ser!ices./ 8 #lans.

' 8 s#eed.

oaming charges.

10


64/64

Documents

Hemant Singhal