Upload
whitehatanand
View
229
Download
0
Embed Size (px)
Citation preview
7/29/2019 Profect report Airtel
1/58
INTRODUCTION
CORPORATE NAME : Bharti Airtel Ltd
BUSINESS GROUP : Bharti group
CHAIRMAN AND MANAGING
DIRECTOR : Mr. Sunil Bharti Mittal
COMPANY SECRETARY : Mr. Narendra Gupta
INDUSTRY :Telecommunication Service
REGISTERED OFFICE : Qutab Ambience ( At
Qutab Minar) H- 5 / 12 New
Delhi -110030, India .
BSE : BHARTI
TELEPHONE NO : 51666000 / 51666001 /
516660002
FAX : 91- 11- 51666011 / 12
WEB SITE : www.bhartiteleventures.com
1
http://www.bhartiteleventures.com/http://www.bhartiteleventures.com/7/29/2019 Profect report Airtel
2/58
Company Profile
Sunil Bharti Mittal or SBM as he is called, has at the age of 43 created a Telecom Giant
in India. It has risen from humble beginnings in 1970s as a bicycle parts manufacturer,
knitwear and stainless steel utensils in Ludhiana, Punjab state. Together with other
foreign companies he has raised $ 1.5 billion of which $ 800 million is still in the bank.
Bharti happens to be Indias premier telecom company in the field of telecom terminals
and technology tie ups with world leaders like Siemens, Goldstar, Tatacom and
Casio. It is the first company in India to export telephones to U.S.A and has finalized
plans to manufacture GSM terminals in India.
The success story of Bharti Enterprises can be acknowledged from the fact that Bharti has
acquired 44% of stake of British Telecom, which was up till now one of the partners
with Bharti Enterprises for $140.2 joint venture. The transaction was worth 100
million pounds.
Bharti Enterprises controls about 20 % of the Total Telecom market in India. As he puts it, it was a
mixture of Vision, good luck and hard work by a team of about 10 12 senior people. The
early beginnings in 1985 were in manufacturing telephone handsets They did not have the
expertise to do telephone exchanges, jelly -filled cables had become a commodity and their
capital investment was high.
2
7/29/2019 Profect report Airtel
3/58
Bharti Airtel Limited ,
BHARTI AIRTEL LIMITED, a part of Bharti enterprises, is India's leading provider of
telecommunications services. The businesses at Bharti Airtel have been structured into
two main strategic business groups - the Mobility Leaders business group and the Infotel
Leaders business group. The Mobility business group provides GSM mobile services
across India in twenty three telecom circles, while the Infotel business group provides
broadband & telephone services, long distance services and enterprise services. All these
services are provided under the airtel broad band.
Bharti Airtel Limited is one of Indias leading private sector providers of
telecommunications services with an aggregate of over 23.29 million customers as of end
of May 08, consisting of more than 21.86 million mobile customers. The Company was
the first private operator to provide mobile services in all the 23 circles in India. The
Company also provides telephone services and Internet access over DSL in 15 circles.
The Company complements its mobile, broadband & telephone services with national and
3
http://www.airtelworld.com/7/29/2019 Profect report Airtel
4/58
international long distance services. The Company also has a submarine cable landing
station at Chennai, which connects the submarine cable connecting Chennai and
Singapore. The Company is parts of the consortium, which jointly owns and has
developed the next generation undersea, cable system SEA-ME-WE-4. The Company
provides reliable end-to-end data and enterprise services to the corporate customers by
leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and
mobile circles, VSATs , ISP and international bandwidth access through the gateways
and landing station group has two sub-units - carriers (long distance services) and
services to corporate . All these services are provided under the Airtel brand.
Airtel comes to you from Bharti Airtel Limited - a part of the biggest private integrated
telecom conglomerate, Bharti Enterprises
Bharti Enterprises has been at the forefront of technology and has revolutionized
telecommunications with its world class products and services. Established in 1976,
Bharti has been a pioneering force in the telecom sector with many firsts and innovations
to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore
Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius;
International Finance Corporation, USA and New York Life International, USA.
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.
4
7/29/2019 Profect report Airtel
5/58
INVESTOR RELATIONS
Creating value for our customers, employees, investors, partners, vendors and the society
at large lies at the root of our fundamental business strategy. Our core principles of trust
and transparency have come a long way in helping us develop and nurture long-term
relationships with our key stakeholders. Our performance exudes from our belief in and
commitment to the telecom sector; and translates into creating innovative exciting
opportunities for one and all.
5
7/29/2019 Profect report Airtel
6/58
Sunil Bharti Mittal
Chairman & Managing Director since October 2001
Board director since: July 1995
Age: 49 years
Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel
Limited (Bharti), Indias largest private integrated telecom player. The
company has nearly 20 million customers on its well-respected brand AIRTEL.
Sunil was one of the first entrepreneurs to identify the mobile telecom business as
a major growth area and launched services in the city of Delhi and the National
Capital Region in the year 1995. Under his inspiring leadership the company grew
organically and inorganically, covering the entire country by providing integrated
telecom services.
In his personal capacity, Sunil has received several awards such as:
Best Asian Telecom CEO, Telecom Asia Awards 2005
Best CEO, India, Institutional Investor, 2005
Business Leader Of The Year, Economic Times, 2005
Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young
Sunil has always been a pioneer. A first generation entrepreneur, he started his
first business in 1976 with a capital investment of Rs 20,000. He initially founded
a number of trading concerns, and established the first company to manufacture
6
7/29/2019 Profect report Airtel
7/58
push button telephones in India. This company is now one of the largest
manufacturers of telephones in the world.
Apart from his role at Bharti, Sunil holds the position of the Honorary Consul
General of the Republic of Seychelles in New Delhi, India. Some of his other
roles include being a member of the Prime Ministers Council on Trade and
Industry; Co-Chairman of the Indo-British Partnership and a Board Member of
the Global GSM Association.
7
7/29/2019 Profect report Airtel
8/58
INFORMATION ABOUT AIRTEL BROADBAND
Airtel broadband
Airtel Broadband is powered by DSL technology. DSL provides blazing-fast,
secure Internet access and can. Vary from 128Kb to 8Mb per second depending
on the type and cost of the service.
8
7/29/2019 Profect report Airtel
9/58
DSL
Simply put, broadband is a high-speed connection to the Internet that is
always on. Broadband is faster than a standard dial-up, enabling you to view web
content faster and download files more quickly. Besides being much faster,
broadband is more reliable than dial-up due to broad bands digital nature and
always on connectivity. With broadband, when you turn on your computer, you're
already connected to the Internet and ready to surf at high speeds.
What is DSL?
The full form of DSL is Digital Subscriber Line. DSL internet is faster
than cable internet. It is a broadband internet connection and files can be uploaded
and downloaded quickly. The most important point is that you do not require any
new cabling to be connected to DSL internet. You can simultaneously connect
through the phone lines for accessing internet and receive
DSL technology
Airtel Data Service is powered by DSL technology.
DSL provides blazing-fast, secure Internet access and can be delivered to both
homes and to businesses. Delivered right through a regular telephone line, data
rates can vary from 128Kb to 8Mb per second depending on the type and cost of
the service. DSL can be delivered to both homes and to businesses.
9
7/29/2019 Profect report Airtel
10/58
Digital Subscriber Line (DSL) technology provides instant Internet and
network access at speeds up to 50 times faster than a 28.8Kbps modem on a
standard analog phone line. There are no dial-up delays, no busy signals. What
used to take minutes or hours to download will take just seconds or minutes.
With DSL Internet Service you can download graphics-heavy files, large
documents, software, photos, email attachments, and more, instantly. It's perfect
for real-time interactive multimedia, broadcast quality video, distance learning,
and video-on-demand. And because DSL Internet Service sends data and voice
over the same line, you can talk on the phone while you are online.
It's also a service that you don't have to dial into. Just turn on your PC, open a
browser, and you're ready to surf. (No more hearing those annoying beeps and
tones, then waiting to be connected. You're always connected whenever you wish
to!). Beyond Internet access, DSL also has the ability to carry additional phone
lines and entertainment services using the same pair of wires.
High-speed Internet access through DSL, changes your Internet experience
perceptibly.
10
7/29/2019 Profect report Airtel
11/58
Facilities provided by DSL
Download music
Download your favorite songs; listen to radio station around the
world.
1. play games online
Play exciting games on internet without the lag time your get with a dial-up
connection. challenge other player and make moves at lighting speed with
unlimited access. Crackup the excitement with fast response times. Download the
latest demo, patch, or even host your own games online.
2. online shopping
Give your entire household the flexibility they need to get life down on-line.
Steal great bargains and avail discount online, book tickets, purchase gifts for
loved ones with out disconnections, gain shopping benefits such as convenience
and time saving, better information and price saving.
11
7/29/2019 Profect report Airtel
12/58
3. movies, videos and more
with DSL you can use high speed connection to take advantage of video clips and
sound by the offered on your favorite web sites. watch breaking news. view clips
of current event you may have missed. Preview trailers from the latest movies.
4. online education
For distance countries to work around your schedule ,full about to e-education, e-
zones , employments center academic counseling open up around new world of
extended learning education at the fast and easy way.
5. meet new people, chat and e-communities
Meet when you are in the hard to crack with situation or make new friends . DSL
ensure you stay connected with new communities around new world of
communities and zips you into the world of communities and interaction in chat
rooms, bulletin board.
12
7/29/2019 Profect report Airtel
13/58
Features of airtel broadband
Power Surfing
Reliable & Secure
Scalable
Instant Connectivity
High on Value, Low on Cost
Customer Support
Talk 'n' Surf
Power Surfing
Whether it is connecting to the net, surfing or downloading heavy files, high-
speed Internet access changes your Internet experience. With speeds of upto 512
kbps (@work) and 256 kbps (@home), it's the most advanced broadband
experience in India.
13
http://airtel-broadband.com/experience2.htmhttp://airtel-broadband.com/experience3.htmhttp://airtel-broadband.com/experience4.htmhttp://airtel-broadband.com/experience5.htmhttp://airtel-broadband.com/experience6.htmhttp://airtel-broadband.com/experience7.htmhttp://airtel-broadband.com/experience2.htmhttp://airtel-broadband.com/experience3.htmhttp://airtel-broadband.com/experience4.htmhttp://airtel-broadband.com/experience5.htmhttp://airtel-broadband.com/experience6.htmhttp://airtel-broadband.com/experience7.htm7/29/2019 Profect report Airtel
14/58
Reliable and Secure
The Airtel Data Services infrastructure and end-to-end digital network of
underground copper cable lines ensure an extremely robust connection that
eliminate the risk of damage and guarantee a wholly reliable Internet connection.
Further, superior server technology and a dedicated port provide total security to
data storage and information exchange through the Internet
Scalable
Airtel Data Services offers you a wide range of tariff plan packages that suit your
needs; with the flexibility to scale up your connections as your needs and your
business grow. The ease of up gradation and the price-performance value in each
package makes a Airtel Data Services connection sound business sense
Instant Connectivity
An always-on Airtel Data Services connection means that the Internet is instantly
available anytime on your desktop. No more modem connections that seem to
14
7/29/2019 Profect report Airtel
15/58
take forever. No more busy signals and no more sharing of bandwidth with an
invisible population.
High on value, low on cost
At a speed of upto 512 kbps, the internet connection of Airtel DSL is
approximately 300 times faster than 24.4 Kbps modems, 100 times faster than 56
Kbps modems and 70 times faster than 128 Kbps ISDN. It comes with two built-
in static IP addresses to facilitate scalability.
You can configure your own mail or web server or even your own mail domain
without adding any significant burden to your capital expenditure.
Airtel Data Services HOMEpackages are available for as low as Rs 200/- and the
WORKpackage starts at Rs. 2495/- .
Customer Support
We promise a 24 x 7 customer support service. We try to live up to this promise
and realize that the best intentions are sometimes unfulfilled. To help us serve you
even better, we look forward to your feedback. Your suggestions for
improvement, brickbats and even an occasional bouquet, will only help us realize
our promise!
15
http://airtel-broadband.com/http://airtel-broadband.com/http://airtel-broadband.com/http://airtel-broadband.com/7/29/2019 Profect report Airtel
16/58
Talk 'n' Surf
With Airtel Data Services users can talk and surf the internet at the same time, via
a single telephone line. Airtel Data Services connection does not block existing
telephone lines and allows one family member to use the phone while another
surfs the net. No more missed calls and no more fights!
scope
Find the awareness level of the customer In relation to Broadband
Airtel Connection provided by Airtel BBTS ?
Satisfaction in relation to Bandwidth of DSL Connection.
What type of promotion vehicles use for Airtel Broadband services?
What are the potential markets of the Airtel Broadband Connection?
Satisfaction level in relation to explanation of Tariff plans schemes.
16
7/29/2019 Profect report Airtel
17/58
Quality of installation work inside.
Quality of Information provided by the call center executive.
Overall quality of services.
Satisfaction in relation to problem was solved.
OBJECTIVE
Customer Satisfaction Level in relation to Broadband Connectivity offered by
Bharti Airtel Ltd.
To ascertain reasons of Deactivation of AirTel Broadband connection.
To highlight the various dimensions involved in the decision of the customer to
disconnect the Airtel Broadband connection.
Awareness of customer.
Requirement of customer.
Potential market of customer.
17
7/29/2019 Profect report Airtel
18/58
Customer Satisfaction
Bandwidth and speed of the Connection
Research Methodology
Sample Size : 100
: 77(Male)
: 23(Female)
Sampling : Random Sampling
Method of Data Collection : Questionnaire Method
Research Design
The design in such studies is rigid and not flexible and must focus attention on the
following:
18
7/29/2019 Profect report Airtel
19/58
1) Formulating the objective of the study.
2) Designing the methods of data collection.
3) Selecting the sample.
4) Collecting the data.
5) Processing and analyzing the data.
6) Reporting the findings.
Data Sources:
Primary Data was collected through Survey and direct interviews. Done with
the those customers which have the Airtel DSL connection. the questionnaire was
a good source of primary data.
Secondary Data: - several magazines, newspapers, press monitors at AirTel and
other secondary sources of data were referred. The Manuals in the organiazation
were also consulted.
Sampling Unit: -Population
Age Group
15-25 3
25-35 52
35-45 35
Above 45 10
Qualification
Intermediate 02
19
7/29/2019 Profect report Airtel
20/58
Graduate 27
Post Graduate 38
Technical 33
Customer Class
Student 08
Professor 17
Businessman 37
Other 38
Analysis of data
Customer Group :
Age Group:
15-25 25-35 35-45 Above 45
3% 52% 35% 10
%
20
7/29/2019 Profect report Airtel
21/58
3%
58%
38%1%
15-25
25-35
35-45
Above45
Gender :
Male Female
77% 23%
21
7/29/2019 Profect report Airtel
22/58
77%
23%
0%
20%
40%
60%
80%
1
Male
Female
22
7/29/2019 Profect report Airtel
23/58
Qualification :
Intermediate Graduate Post
graduate
Technical
2% 27% 38% 33%
2%27%
38%
33%
Intermidiategraduate
Graduate
post Graduate
technical
23
7/29/2019 Profect report Airtel
24/58
Designation :
Student Professional Businessman Other
8% 17% 37% 38
%
8%17%
37%
38%
student
professionalbussinessman
other
24
7/29/2019 Profect report Airtel
25/58
1. Table for the level of awareness about DSL
services Provided By Airtel
Response %age
Yes 100
No 0
%age
Slice 2
Slice 3
Slice 4
The analysis gives a result that 100% of the DSL subscribers are aware about the
DSL technology and services provided by Airtel.
2. Satisfaction level of the subscribers for the bandwidth
provided by the Airtel DSL
25
7/29/2019 Profect report Airtel
26/58
Response%age levelofsatisfaction
Excellent 16
Good 60
Average 23
Poor 01
10%
66%
24% 0% excellent
good
average
poor
The data analysis gives a positive response about the speed of the websites
The table and chart show that maximum subscribers are satisfied with the speed of
the surfing via Airtel broadband.
A few of extremely happy with the surfing speeds that are approx 512 kbps, while
a few gave average response to the speed factor of Airtel.
It is notable that none of the DSL subscribers are dissatisfied with the speed of the
running websites.
3 Table for the speed of the websites running on the DSL connection of Airtel
26
7/29/2019 Profect report Airtel
27/58
Response %age Level of satisfaction
Excellent 10Good 66
Average 24
Poor 00
10%
66%
24% 0% excellent
good
average
poor
Airtel is providing a wide range of services via its broadband the analysis of the above
data shows that its services are quite up to mark for most of the subscribers.
A majority of the subscribers find the services good while 17 % find them at average,
only 4 % to the total sample under study found it poor which in itself is quite negligible
for such a large network coverages.
4 Table for the satisfaction level of the subscribers in context with the service levels of the
provider.
27
7/29/2019 Profect report Airtel
28/58
response %age of satisfactionlevel
Excellent 39Good 40
Average 17
Poor 4
39%
40%
17% 4%excellent
good
average
poor
5 Table for the quality analysis of the marketing support provided by the DSL.
28
7/29/2019 Profect report Airtel
29/58
response %age of satisfaction level
Excellent 45
Good 32
Average 16poor 7
45%
32%
16%7%
excellent
good
average
poor
6 Table for Satisfaction in relation to explanation of Tariff plans and schemes
29
7/29/2019 Profect report Airtel
30/58
response %age of satisfaction level
Excellent 33Good 54
Average 10
poor 03
33%
54%
10%3%
0%
10%
20%
30%
40%
50%
60%
1
excellent
good
average
poor
7 Table for friendliness and responsiveness of sales person
30
7/29/2019 Profect report Airtel
31/58
response %age of satisfaction level
Excellent 23Good 64
Average 11
poor 02
23%
64%
11% 2%
excellent
good
average
poor
8 Table for Satisfaction in relation to commitment made by sales person
31
7/29/2019 Profect report Airtel
32/58
response %age of satisfaction level
Yes 67NO 33
67%
33%
Yes
No
9 Table for quality of installation work inside
32
7/29/2019 Profect report Airtel
33/58
response %age of satisfaction
levelExcellent 12
Good 67
Average 20
poor 01
12%
67%
20%1%
excellent
good
average
poor
10 Table for advice on preventing problem recurrence
33
7/29/2019 Profect report Airtel
34/58
response %age of satisfaction level
Excellent 24
Good 46
Average 27poor 03
24%
46%
27%3%
excellent
good
average
poor
11 Table for presentation of installation personnel
34
7/29/2019 Profect report Airtel
35/58
response %age of satisfaction level
Yes 82
NO 18
82%
18%
Yes
No
12 Table for visit of installation team at a time convenient
35
7/29/2019 Profect report Airtel
36/58
response %age of satisfaction level
Yes 56
NO 44
56%
44%Yes
No
13 Table for complain about any of the problem in the installation report
36
7/29/2019 Profect report Airtel
37/58
response %age of satisfaction level
Yes 76
NO 24
76%
24%
Yes
No
14 Table for quality of information provided by the call center executive
37
7/29/2019 Profect report Airtel
38/58
response %age of satisfactionlevel
Excellent 11
Good 58Average 27
poor 04
11%
58%
27%
4%
excellent
good
average
poor
15 Table for visit of someone to repairing fault
38
7/29/2019 Profect report Airtel
39/58
response %age of satisfaction level
Yes 56
NO 44
56%
44%Yes
No
16 Table for rating the problem was solved
39
7/29/2019 Profect report Airtel
40/58
response %age of satisfaction level
Excellent 23
Good 45
Average 17poor 15
23%
45%
17%
15%excellent
good
average
poor
17 Table for attitude of the customer care executive
response %age of satisfaction level
40
7/29/2019 Profect report Airtel
41/58
Excellent 23
Good 54
Average 15
poor 08
23%
54%
15%8%
0%
10%
20%
30%
40%
50%
60%
1
excellent
good
average
poor
18 Table for satisfaction in relation to time taken to solve problem
response %age of satisfaction level
41
7/29/2019 Profect report Airtel
42/58
Excellent 33
Good 38
Average 14
poor 15
33%
38%
14%15% excellent
good
average
poor
19 Table for understanding messages in advertising
response %age of satisfaction level
Excellent 27
42
7/29/2019 Profect report Airtel
43/58
Good 59
Average 12
poor 02
27%
59%
12% 2%
excellentgood
average
poor
20 Table for extent of help provided in growing business
response %age of satisfaction level
Excellent 31
43
7/29/2019 Profect report Airtel
44/58
Good 48
Average 20
poor 01
31%
48%
20% 1%excellent
good
average
poor
21 Table for Overall quality of services
response %age of satisfaction level
Excellent 32
Good 39
Average 26
44
7/29/2019 Profect report Airtel
45/58
poor 04
excellent32%
good
38%
average26%
poor
4% excellent
good
average
poor
22 Table for value for money
response %age of satisfaction level
Excellent 28
Good 38
Average 33
45
7/29/2019 Profect report Airtel
46/58
poor 01
28%
38%
33%1%
excellent
good
average
poor
23 Table for receiving regular mailers or other communication
response %age of satisfaction level
Yes 58
NO 42
46
7/29/2019 Profect report Airtel
47/58
58%
42%Yes
No
24 Table for in relation to recommend the Airtel DSL to other friends and relatives
response %age of satisfaction level
Yes 67
NO 33
47
7/29/2019 Profect report Airtel
48/58
67%
33%
Yes
No
25 Table For the rate Airtel, BSNL, Sify,and Reliance on a scale of 1-4
TelecomCo.
1 2 3 4
Airtel 33 34 15 18
BSNL 27 21 30 22Sify 24 32 21 24
Reliance 17 13 34 36
48
7/29/2019 Profect report Airtel
49/58
FINDINGS AND LIMITATION:
The analysis gives a result that 100% of the DSL subscribers are aware about the
DSL technology and services provided by Airtel. The data analysis gives a
positive response about the speed of the websites
The table and chart show that maximum subscribers are satisfied with the speed ofthe surfing via Airtel broadband.
A few of extremely happy with the surfing speeds that are approx 512 kbps, while
a few gave average response to the speed factor of Airtel.
It is notable that none of the DSL subscribers are dissatisfied with the speed of the
running websites. Airtel is providing a wide range of services via its broadband
49
33%34%
15%18%
27%21%
30%
22%24%
32%
21%
24%
17%13%
34%36%
0%
10%
20%
30%
40%
Airtel BSNL Sify Reliance
1
2
3
4
7/29/2019 Profect report Airtel
50/58
the analysis of the above data shows that its services are quite up to mark for most
of the subscribers.
A majority of the subscribers find the services good while 17 % find them at
average, and only 4 % to the total sample under study found it poor which in itself
is quite negligible for such large network coverage. The data of the above table
reveals the fact that maximum percentage of the subscribers under study receives
good marketing support from the DSL.
32 % of the total population is satisfied with the support, 16 % admire the support
system to an average while only 7 % of the total is dissatisfied with the marketing
support provided by the DSL which may be due to several socio economic
factors
Findings :
The most of the subscribers are satisfied with his Airtel DSL Connection &
services provided by Airtel Broadband.
Over all quality of Airtel Broadband connection is satisfied.
Customer satisfied with overall marketing support that he receives from Airtel
DSL connection.
Customer satisfied with the quality of Airtel DSL services.
50
7/29/2019 Profect report Airtel
51/58
Over all attitude of the customer is positive with Airtel DSL.
Limitations of the study
The sample size taken is small to make a universal statement
Biasness of the respondent.
Lack of sufficient information & difficulty in gathering of resionable data.
Its all about future prediction and future.
Suggestions & Recommendations:
Airtel needs to improve awareness of the customer in relation to AirtelBroadband connection. Some customers have no information about Airtel
DSL broadband Tariff plans and new schemes which is very useful for him.
51
7/29/2019 Profect report Airtel
52/58
Another problem for the customer is some people are think Airtel DSL
connection is very expensive, it is because of his unawareness. Thus it is
very necessary to concentrate on advertising if messages.
Another problem, customer are satisfied with mode of payment of bill. But
customers have billing related problems. According to the analysis many
customers have faced the problem of wrong and over charged bills, which
made them go through lots of harassment.
Regular visit of place where DSL connection is installed, it makes
subscribers to think that Airtel worried about his subscribers.
Customers are dissatisfied with customer cares due to take long time for
solve the problem and quality of information provided by the customer care
executive are not satisfied for the customer.
Company should improve the Advertisement of Airtel Broadband
connections Tariff Plans, schemes, and benefits. It attracts the subscribers
to take Airtel DSL connection.
52
7/29/2019 Profect report Airtel
53/58
During connection of Airtel Broadband connection some extra facilities will
be provided at free of cost.
Customer care should also inform about Airtel DSL connection to the
customer.
Take extra concentration on solving the problem related to installation
report.
Regular visit at the place where Airtel DSL connection is installed.
Send regular mailers and other communication to Airtel DSL subscribers
Conclusions
53
7/29/2019 Profect report Airtel
54/58
Although for the organizations betterment its executives are working hard and
trying to serve in the best possible manner with their colleagues and they all are
very qualified and experienced. So organization must extract optimum from them.
Because of its well framed working, the organization has unique position in the
country.
As per the study because of short deviation it is very difficult to cover in
fact one small topic as it has many diverse things to know. So as far as possible I
tried in a better way to know as much as possible. The observations and
suggestions are based on the queries and review of work procedure as much I
came to know. There may be some lack nesses in it, but as per knowledge it has
been dealt as such. As this is my first experience to get familiar with the
organization and due to matters being confidential, there may be some things that
I couldnt extract. Although it is a very good experience for me, which will help
me through out my life
Bibliography
54
7/29/2019 Profect report Airtel
55/58
www.airtelworld.com
www.google.co.in
www.economoicstimes.com
www.bharti.com
Research Metholodgy C.R.Kothari
Marketing Management Philip Kotler
Annexure
55
http://www.airtelworld.com/http://www.google.co.in/http://www.economoicstimes.com/http://www.bharti.com/http://www.airtelworld.com/http://www.google.co.in/http://www.economoicstimes.com/http://www.bharti.com/7/29/2019 Profect report Airtel
56/58
QUESTIONNAIRE:
1. Are you aware with DSL services provided by Airtel
BBTS ?
2. Explanation of Tariff plans, schemes and benefits.
3. Are you satisfied with the bandwidth of your Airtel
DSL connection?
4. Are all websites running equally fast on your DSL
connection?
5. Are you satisfied with the service level of the
provider?
6. Are you satisfied with the overall quality of marketing
support that you receive from the DSL connection?
7. Friendliness and responsiveness of sales person.
8. Were all commi5tments made by the sales person
Name Of Customer :
Age Group: 15-25____, 25-35____, 35-45____, Above 45____,
Gender : Male______ , Female________,
Qualification : Intermediate___, Graduation___, Post Gradation___,Technical____,
Designation : Student____, Prof.____, Businessmen____, Other____,
Area (DLC) : _________,
Contact No. : __________________________,
56
7/29/2019 Profect report Airtel
57/58
fulfilled? (Y/N)
9. Quality of installation work inside.
10. Did you complain about any of the problem in the
installation report ? (Y / N)11. Did the installation personnel look presentable? (Y/N)
12. Did the installation team visit you at a time
convenient to you. (Y/N)
13. Quality of information provided by the call center
executive.
14. How do you rate the way problem was solved.
15. Friendly or courteous attitude of the customer care
executive.
16. Did someone visit your place for repairing any fault?(Y/N)
17. Are you satisfied with time taken to solve your
problem?
18. Do ypu receive regular mailers or other
communication?(Y/N)
19. Ease of understanding messages in advertising.
20. Extent of help provided in growing your business.
21. Over all quality of services.
22. Value for money.
23. Advice on preventing problem recurrence.
24. Would you like to recommend Airtel to your friends
& relatives.
25. How would you rate sify , Reliance , Airtel & BSNL
on a scale of 1-4.
1. Reliance
2. BSNL
3.Sify
4. Airtel
57
7/29/2019 Profect report Airtel
58/58
Note : 1 . Excellent
2 . Good
3 . Averages
4 . Poor