A

FINAL

THESIS RERPORT
FOR THE RESEARCH PROJECT
ON

“COMPARATIVE STUDY OF CONSUMER SATISFACTION LEVEL

OF
POSTPAID VS PREPAID OFFERE BY AIRTEL”

PREPARED BY:
Digen Patel
Roll No: 8NBSU068

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 SUBMITTED TO:
Mr.Vikas Singh
ICFAI NATIONAL COLLEGE SURAT

ACKNOLEDGEMENT

I would like to acknowledge and extend my gratitude to the following persons who have
made the completion of this project possible: First of all I would like to thank our Project
Coordinator Mrs. Megna dangifor her great help. As he is being my Project Coordinator he
provided me very necessary and important guidance and support until the submission of my
project.

Secondly, I would like thank Mr.vikassingh faculty guide of ICFAI NATINAL COLLEGE
SURAT , to provide us such a very exiting opportunity and for their good help to provide a
better coordination and control among all the activities related to completion of the project.

I would like to thank all my friend who have helped me directly or injdirectlyin the
preparation of the thesis report.

Lastly, I would like to be very thankful to the whole Family of INC SURAT for their
Continuous effort in making the whole Project Activity very much learning and Interesting.

I am always beholden to my God, for always being with me and showing me the right ways,
my family members, for always doing favours to me and my friends and colleagues
consistently helped with encouragement and criticism throughout the project work, for
always lifting my sights to higher vision, raising my personality beyond normal limitation
and for realizing me my strengths and potential, specially my brother, as I did not always
welcome her exhortation, “try again; you can do better.” But this project owes a great deal to
it – and so do I.

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 CONTENTS

NO PARTICULAR PAGE NO.

1 EXECUTIVE SUMMARY 4

2 INTRODUCTION 6

A) INDUSTRY PROFILE

B) COMPANY PROFILE

C) PRODUCT PROFILE

3 DESI GN OF STUDY 17

A) PROBLEM DEFINATION

B) OBJECTIVE OF STUDY

C) SCOPE OF STUDY

D) TYPE OF RESEARCH DESIGN

F) LIMITATION OF STUDY

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4 METHODOLOGY 20

A) SOURCES OF DATA

B) SAMPLING DESING

C) TOOLS OF DATA COLLECTION

5 ANALYSIS OF DATA 24

6 TESTING OF HYPOTHESIS 38

7 FINDING 41

8 SUGGESTIONS & CONCLUSION 43

9 ANNEXURES 45

10 BIBLIOGRAPHY 48

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EXECUTIVE
SUMMARY

EXECUTIVE SUMMARY

Airtel comes to you from Bharti cellular limited- a part of the biggest private integrated
telecom conglomerate, Bharti Enterprises. Bharti Enterprises established in 1976, Bharti

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Enterprises has been a pioneering force in the telecom sector with many firsts & innovations
to its credit, ranging from being the first mobile service in delhi, first private basic telephone
provider in the country. Bharti Enterprises has been at the forefront of technology and has
revolutionized telecommunication with its world-class products and services.

Bharti Enterprises provides a range of service, which includes cellular, basic, internet and
recently DTH .Bharti also manufactures and exports telephone terminals And cordless
phones .Apart from being the largest manufacturing of telephone instruments in India.

Bharti is the cellular services provider, with a footprint in 15 states covering all four metros.
It has over 10.66 million wireless subscribers in December 2008.so come explore the
making of the brand which touches the lives of 600 million people across 16 states of India
.Bharti company the main vision is “To make mobile communication a way of life And be
the customers first choices.

Bharti Tele-Ventures believes that the demand for mobile services in India will continue to
grow rapidly as a result of the following factors:

⇏ Lower tariffs and handset prices over time;

⇏ Growth in pre-paid customer category;

⇏ Greater economic growth and continued development of India's economy;

⇏ Higher quality mobile networks and services; and

⇏ Greater variety and usage of value added services

The project is based on the study of consumer trends, behaviour, preferences

and level of satisfaction in Airtel communication Ltd.

The company is studied with references to Mc Kinsey’s 7-s model, which deals with various
attribute and has made AIRTEL provide good service.

The study is with respect of AIRTEL in surat city.The study has helped to target prospective
customers in near future.

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INDUSTRY
PROFILE

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 INDUSTRY PROFILE
The Indian telecommunications industry is one of the fastest growing in the world and India
is projected to become the second largest telecom market globally by 2010.
India added 113.26 million new customers in 2008, the largest globally. In fact, in April
2008, India had already overtaken the US as the second largest wireless market. To put this
growth into perspective, the country’s cellular base witnessed close to 50 per cent growth in
2008, with an average 9.5 million customers added every month. According to the Telecom
Regulatory Authority of India (TRAI), the total number of telephone connections (mobile as
well as fixed) had touched 385 million as of December 2008, taking the telecom penetration
to over 33 per cent. This means that one out of every three Indians has a telephone
connection, and telecom companies expect this pace of growth to continue in 2009 as well.
"We are extremely bullish that the growth will continue in 2009. This year, the number of
additions will be in excess of 130 million," according to T.V. Ramachandran , Director
General, Cellular Operators Association of India (COAI), an industry body that represents all
Global System for Mobile communications (GSM) players in India.
In FY2009 thus far, we have already seen operators effect a drastic 43% cut in STD rates to
Rs1.50 per minute from Rs2.65, while incoming roaming charges have also been slashed by
43% to Re1 a minute from Rs1.75. Another operator has also launched unlimited STD at
440
a month for post-paid users, while pre-paid customers can make unlimited STD calls at s496
a month for calls within the network (on-net calls). Further, with TRAI permitting the entry
of Mobile Virtual Network Operators (MVNOs), internet telephony (Voice over Internet
Protocol, VoIP) and long-distance carrier selection by consumers through issuing pre-paid
calling cards by long distance operators, it is clear that tariffs have not as yet hit rock-bottom.
According to CRISIL Research estimates, eight infrastructure sectors, which include the
telecom sector, are expected to draw more than US$ 345.28 billion investment in India by
2012.
With the rural India growth story unfolding, the telecom sector is likely to see tremendous
growth in India's rural and semi-urban areas in the years to come. By 2012, India is likely to

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have 200 million rural telecom connections at a penetration rate of 25 per cent. And
according to a report jointly released by Confederation of Indian Industry (CII) and Ernst &
Young, by 2012, rural users will account for over 60 per cent of the total telecom subscriber
base.
The Indian telecommunications industry is on a growth trajectory with the GSM operators
adding a record 9.3 million new subscribers in January 2009, taking the total user base to
267.5 million, according to the data released by COAI. However, this figure does not include
the number of subscribers added by Reliance Telecom.
It is projected that the industry will generate revenues worth US$ 43 billion in 2009-10

Significant events in Indian Telecom Industry

➢ In 1851 the first operational land lines were laid by the government near
Calcutta (seat of British power).

➢ Telephone services were introduced in India in 1881

➢ In 1883 telephone services were merged with the postal system. Indian Radio Telegraph
Company (IRT) was formed in 1923.
After independence in 1947, all the foreign telecommunication companies were nationalized
to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications.
➢ Formation of DOT (Department of telecommunications) out of the Department of Posts
in 1980s.
➢ Formation of two DOT owned corporations in 1986 :Mahanagar Telephone Nigam
Limited (MTNL), to serve Delhi and Bombay, and Videsh Sanchar Nigam Limited
(VSNL), to operate international telecom services.
➢ In 1994, the government released its National Telecommunications Policy (NTP-94),
which allowed private fixed operators to take part in the Indian market for the first time
(cellular operators had been allowed into the four largest metropolitan centers in 1992)
➢  government in 1997 set up the Telecom Regulatory Authority of India (TRAI), the
nation’s first independent telecom regulator.

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➢ New National Telecom Policy was adopted in 1999 and cellular services were also
launched in the same year.
➢ The corporatization of the DOT and the creation of a new state-owned telecom company,
Bharat Sanchar Nigam Ltd (BSNL), in 2000;
➢ The opening up of India’s internal long-distance market in 2000, and the subsequent drop
in long-distance rates as part of TRAI’s tariff rebalancing exercise;
➢ The termination of VSNL’s monopoly over international traffic in 2002, and the partial
privatization of the company that same year, with the Tata group assuming a 25% stake
and management control
➢ The gradual easing of the original duopoly licensing policy, allowing a greater number of
operators in each circle;
➢ The legalization, in 2002, of IP telephony (a move that many believe was held up due to
lobbying by VSNL, which feared the consequences on its international monopoly);
➢ The introduction in 2003 of a Calling Party Pays (CPP) system for cell phones, despite
considerable opposition (including litigation) by fixed operators;
➢ And, more generally, the commencement of more stringent Interconnection regulation by
TRAI, which has moved from interoperator“negotiations-based” approach (often used by
the stronger
operator to negotiate ad infinitum) to a more rules-based approach. All of these events have
created an impressive forward-momentum in Indian telecommunications, resulting in a
vigorously competitive and fast-growing sector.

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COMPANY
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 PROFILE

COMPANY PROFILE
Telecom giant BhartiAirtel is the flagship company of Bharti Enterprises. The BhartiGroup,
has a diverse business portfolio and has created global brands in the telecommunication

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sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU
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.

Airtel comes to you from BhartiAirtel Limited, India’s largest integrated and the first private
telecom services provider with a footprint in all the 23 telecom circles. BhartiAirtel 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
BhartiAirtel have been structured into three individual strategic business units (SBU’s) -
Mobile Services, AirtelTelemedia Services & Enterprise Services. The mobile business
provides mobile & fixed wireless services using GSM technology across 23 telecom circles
while the AirtelTelemedia Services business offers broadband & telephone services in 95
cities and has recently launched India's best Direct-to-Home (DTH) service, Airtel digital
TV. The Enterprise services provide end-to-end telecom solutions to corporate customers
and national & international long distance services to carriers. All these services are provided
under the Airtel brand.
We are one of Asia’s leading providers of telecommunication services with presence in all
the 22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka. We
served an aggregate of 105,195,762 customers as of June 30, 2009; of whom 102,367,881
subscribe to our GSM services and 2,827,881 use our Telemedia Services either for voice
and/or broadband access delivered through DSL. We are the largest wireless service provider
in the country, based on the number of subscribers as of June 30, 2009. We also offer an
integrated suite of telecom solutions to our enterprise customers, in addition to providing
long distance connectivity both nationally and internationally. We have recently forayed into
media by launching our DTH and IPTV Services. All these services are rendered under a
unified brand “Airtel”.
The company also deploys, owns and manages passive infrastructure pertaining to telecom
operations under its subsidiary BhartiInfratel Limited. BhartiInfratel owns 42% of Indus
Towers Limited.

BhartiInfratel and Indus Towers are the two top providers of passive infrastructure services
in India.
Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock
Exchange of India Limited (NSE)

VISION 2010

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 • By 2010 Airtel will be the most admired brand in India:

➢ Loved by more customers

➢ Targeted by top talent

➢ Benchmarked by more businesses

VISION 2020
➢ To build India's finest business conglomerate by 2020

➢ Supporting education of underprivileged children through Bharti Foundation

➢ Strategic Intent:

– To create a conglomerate of the future by bringing about “Big

Transformations through Brave Actions.”

MISSION
• “ We at Airtel always think in fresh and innovative ways about the needs of our
customers and how we want them to feel. We deliver what we promise and go out of
our way to delight the customer with a little bit more”

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AWARDS AND RECOGNITIONS

For the Year 2008 – 2009

Voted India’s most innovative company – in a survey conducted by The Wall Street
Journal in 2008

Winner of the “Gallup Great Workplace Award”- Gallup Consulting, 2008

“2nd Most Trusted Service Brand” - Annual Economic Times-Brand Equity, Most Trusted
Brands survey 2008

‘Best Content Service’ Award for its Farmer Information Dissemination Platform for Bharti
Airtel’s joint venture with IFFCO, IKSL (IFFCO Kisan Samachar) - World Communications
Awards 2008

Best Project Management’ Award for its Gujarat e-GRAM project - World
Communications Awards 2008

“Best Telecom Company” at the NDTV Profit Business Leadership Awards

Best Carrier India for innovative products & services and efficient cost models and the
Ovum Telco-Transformation award recognizing philosophy and execution of a successful
outsourcing strategy at the Telecom Asia Awards 2008

Sunil Bharti Mittal was awarded the GSM Association Chairman’s Award 2008
highest honour in global telecom sector, recognized his tremendous contribution to the
development of India’s telecom sector

Sunil Bharti Mittal adjudged the “Business Leader Transforming India, 2008 at the
Profit Business Leadership Awards

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 LITERATURE REVIEW
➢ According to a Frost & Sullivan industry analyst, by 2012, fixed line revenues are
expected to touch US$ 12.2 billion while mobile revenues will reach US$ 39.8 billion
in India. Fixed line capex is projected to be US$ 3.2 billion, and mobile capex is
likely to touch US$ 9.4 billion.

➢ According to a report by Gartner Inc., India is likely to remain the world's second
largest wireless market after China in terms of mobile connections. According to
recent data released by the COAI, Indian telecom operators added a total of 10.66
million wireless subscribers in December 2008. Further, the total wireless subscriber
base stood at 346.89 million at the end of December 2008.

➢ A report by market research firm IMRB stated that the mobile value-added services
(MVAS) industry was valued at US$ 1.15 billion in June 2008, and is expected to
grow rapidly at 70 per cent to touch US$ 1.96 billion by June 2009.

➢ According to Venture Intelligence, there were nine deals worth US$ 41 million in
2007 in the mobile VAS space, and till August 2008, seven deals worth US$ 91
million had already been finalised. Presently, mobile VAS has a US$ 700 million
market with a 20 per cent y-o-y growth, which is likely to touch US$ 3 billion by
2012.

➢ According to the CII Ernst & Young report titled 'India 2012: Telecom growth
continues', revenue from India's telecom services industry is projected to reach US$
54 billion in 2012, as against US$ 31 billion in 2008. According to
MrPrashantSinghal, Telecom Industry Leader, Ernst & Young India, "Going forward,
rural telephony, 3G, WiMax and data services will drive sector growth in 2012. The
industry will witness sustained growth in mobile services and data revenues. Network
expansion will continue in order to support the rural growth."

➢ According to Business Monitor International, India is currently adding 8-10 million

mobile subscribers every month. It is estimated that by mid 2012, around half the
country's population will own a mobile phone. This would translate into 612 million
mobile subscribers, accounting for a tele-density of around 51 per cent by 2012.

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PRODUCT
PROFILE

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 PREPAID

Enter the world of limitless possibilities with Airtel Prepaid. The service that helps you give,
words to every feeling, an expression to every emotion.

FEATURES
➢ Total Cost Control
➢ Pre activated STD/ISD without deposits or rentals
➢ Strong Network coverage
➢ Instant Balance and Validity Enquiry
➢ Recharge your Airtel Prepaid
➢ Prepaid Roaming
➢ Reach us Anytime Anywhere

More with Airtel Prepaid

• Call management Services
• Voice Mail
• SMS (Short Messaging Service)
• Subscription Alerts
• MMS (Multi-media Messaging Service
• Airtel Live
• Airtel Live WAP Services
• Hello Tunes
POSTPAID
Life becomes much simpler with your Airtel Postpaid. It gives you the unlimited freedom to

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reach out to people in your special way.
FEATURES

➢ Easy Billing
➢ Easy Payment Options. Anytime Anywhere
➢ Credit limit
➢ Strong Network Coverage
➢ Long Distance Calling Facility
➢ Widest Roaming - National and International
➢ GPRS - Roaming
➢ Reach us, Anytime Anywhere
➢ Best Value Plan
.

DESIGN
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 OF
THE STUDY

DESIGN OF THE STUDY

STATEMENT OF THE PROBLEM

“COMPERATIVE STUDY OF CONSUMER SATISHFACTION LEVEL OF POSTPAID VS PREPAID OFFERE BY
AIRTEL”

Reason for selecting the Topic

“Customer is a king of Market.”
There was a time years ago, whatever the seller produces, he sells in the market and the
customer has to buy the same. But in the current scenario due tothe keen competition in the
market, the situation has changed. Now seller has tproduce what customers want, to sustain
in the market.

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In the same way to know what customers want, one has to observe the behavior of the
customer. This is the reason why this topic is given importance for selection.

Once marketer understands the mentality, thought process and reaction for certain product,
he can easily grab the market share. Sales are largely bases onthe Customers then the product
and services offered by the marketer. The study of consumer behavior helps in (1) Product
Development and Improvement (2)Launching of new Product (3) Deciding and targeting to
particular MarketSegment (4) Estimating Advertisement and branding Budget.

OBJECTIVES OF THE RESEARCH PROJECT

The subject matter for this research Project is to study the behavior of the
customer regarding the Post paid connections offered by Airtel in Pune. Thisproject consists
of different objectives.
They are as follows:

✔ To know the test and preferences of consumer for the Postpaid/prepaid

products

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 ✔ To study the problems faced by the respondents with Airtel service.
✔ To study customer satisfaction level on Airtel post paid/ prepaid connection.
✔ To understand the reaction of consumers by listening to the Brand
✔ To know the current market player and competitors
✔ To study the customers’ thought process
✔ To recommended draw back in light of the finding

LIMITATIONS OF THE STUDY

Though the detailed investigation is made in the present study, uit has got the
following limitations.
1. This study is restricted only to the surat city. So, the results may not be applicable to
other areas.
2. This study is based on the prevailing customer’s satisfaction. But the customer’s
satisfaction may change according to time, fashion, technology, development, etc.
3. As per the population of the study is huge, the researcher has taken only 100 sample
respondents from each service providers.

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RESEARCH
METHEDOLOG
Y

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RESEARCH METHODOLOGY
Methodology is an essential aspect of any project or research. It enables the researches look
at the problem in a systematic, meaningful and orderly way. Methodology comprises the
sources of data, selection of data, various designs and techniques used for analyzing the data.

Research Design

The following methodology was adopted for the study purpose:

Type of research:
Descriptive and qualitative research design were used while conducting the project.

Sampling Design was taken by the researcher as the Research design.

The major purpose of the study is to describe the state of affairs as it exists at present.

The study was based on the facts or information already available, & analysis of this
available information make a critical evaluation of the material.

Research Method/Technique:

In the project report the researcher used following techniques while conducting his study:.

• Questionnaire (Structured): A structured designed comprehensive questionnaire was

framed and pretested for data collection from the customer of mobile
Research Data

Data is the key activity of marketing research. The design of the data collecting method is
backbone of research design.

Data constitute the foundation of statistical analysis and interpretation. Hence the first step in
statistical work is to obtain data. Data can be obtained from important sources, namely:

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1. Primary Data
2. Secondary Data

Primary Data:

Primary data are gathered for the specific purpose or for a specific research project, consist
of original information for the fulfilment of project objective.

When the data are required for the particular study can be found neither in the internal record
of the enterprises nor in published sources. In some cases it may become necessary to collect
original data.

Primary data can be collected in four ways:-

1. Observation
2. Survey
Secondary Data:

Secondary data are the data, which already exists somewhere. Secondary data provide
starting point for research and after that the advantage of low cost and ready availability.
Secondary data can be divided into two types:

1. Internal data
2. External data
When researcher uses the data that has already been collected by other data are called
secondary data. Secondary data can be obtained from journals i.e. internal sources report,
government publication and books, professional bodies etc.

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Internal data are reports and memos generated within an organisation to facilitate its
operations and annual report. External data are those specially produce for outside
consumption.

Sources from which the researcher has taken the secondary data are as under:

1. Airtel website
2. Surveys and customer data & report
3. Airtels customers care office
4. Airtel’s Brouchers

Sample Design
Area of Sample:
• The areas covered up in this survey was Surat
Selection of units under study

Sampling Units from Surat were suppliers and

Consumer of mobile connection

Sampling Plan
Type of sampling method adopted: Stratified random sampling

A stratified random sample is one where the population is divided intomutually exclusive
and mutually exhaustive strata or sub-group and then asimple random sample is selected
within each of the strata or sub-groups. Thus,for the purpose of this research project, the
population of surat is divided in tothe sub-groups on the basis of their income level. And
from each strata 10samples are drawn or tested.
Sample size
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The sampling unit for the study is 100, which includes the airtel users in surat city. The
sampling size includes male and female users from different occupation, age. The sampling
size was restricted to 100 for want of time. Here, convenient sampling technique has been
adopted for collecting the primary data.

Formulate a Hypothesis:
Conventional approach to hypothesis testing is to set up two hypothesesinstead of one in
such a way that if one hypothesis is true, the other is false. Twohypotheses, for this research,
are as follow:
For prepaid
1. Null Hypothesis – H0: Customers are not satisfied.
2. Alternative Hypothesis – H1: Customers are satisfied.

For Post paid

1. Null Hypothesis – H0: Customers are not satisfied.

2. Alternative Hypothesis – H1: Customers are satisfied.

ANALSIS
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 OF
DATA

AGE WISE CLASSIFICATION

Class No. of respondents Percentage
Below 20 22 22%
20-30 51 51%
30-40 20 20%
40 Above 7 7%
Total 100 100%

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INTERPRETATION:
➢ 22 % of the respondents are between the age group Below20.

➢ 51% of the respondents are between the age group 20-30.

➢ 20% of the respondents are between the age group 30-40.

➢ 7% of the respondents are above 40 years of age.

OCCUPATION WISE CLASSIFICATION

Occupation No.of respondents Percentage

Serviceman 30 30%
businessman 39 39%
Student 28 28%
professional 3 3%
Total 100 100%

INTERPRETATION:
➢ 30% of the respondents are -Services men.

➢ 39% of the respondents are Businessmen.

➢ 28% of the respondents are Students

➢ 3% of the respondents are from professional.

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 GENDER GROUP OF THE RESPONDENTS
Gender Number of Percentage
Respondents

Male 79 79%
Female 21 21%
Total 100 100%

INTERPRETATION:

➢ 79% of the respondents are Male.

➢ 21% of the respondents are Female.

MODE OF SERVICES

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 Mode No.Of respondents Percentage
Prepaid 83 83%
Postpaid 17 17%
Total 100 100%

INTERPRETATION:

➢ 17% of the respondents are Post paid users.

➢ 83% of the respondents are Pre paid users.

SATISHFACTION LEVEL FOR NETWORK SERVICES

Response Number of Percentage

Respondents
Yes 39 36%
No 61 64%
Total 17 100%

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INTERPRETATION:
➢ 39% of the respondents are satisfied

➢ 61% of the respondents are not satisfied.

PREFERABLE FOR CONNECTION

Prepaid

Connection Number of Respondents Percentage

Strong Network Coverage 35 42%

Schemes 17 21%

Call Charges 16 19%

Vas 8 10%

Others 7 8%

Total 83 100%

INTERPRETATION:
➢ 42% of the respondents prefer Strong Network Coverage.

➢ 21%of the respondents prefer Schemes.

➢ 19%of the respondents prefer Call Charges.

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 ➢ 10%of the respondents prefer VAS

➢ 8% of the respondents prefer other. (i.e. sms, group calls).

Postpaid

Connection Number of Percentage

Respondents
Strong Network Coverage 7 42%

Schemes 3 17%

Call Charges 4 21%

vas 2 14%

Others 1 6%

Total 17 100%

INTERPRETATION:
➢ 42% of the respondents prefer Strong Network Coverage.

➢ 17%of the respondents prefer Schemes.

➢ 21%of the respondents prefer Call Charges.

➢ 14%of the respondents prefer VAS

➢ 6% of the respondents prefer other. (i.e. sms, group calls).

OPINION ON TARIFF PLAN SERVICES

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 Opinion On Prepaid Services

Response Number of Respondents Percentage

Excellent 27 32%

Fine 38 46%

Good 15 18%

Need some change 3 4%

Total 83 100%

INTERPRETATION:
➢ 32% of the respondent’s opinion is Excellent.

➢ 46% of the respondent’s opinion is Fine.

➢ 18% of the respondents opinion is Good

➢ 4% of the respondents wants Need some change

Opinion On Postpaid Services

Number of
Response Percentage
Respondents
Excellent 5 28%

Fine 7 41%

Good 4 23%

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Need some change 1 8%

Total 17 100%

INTERPRETATION:
➢ 28% of the respondent’s opinion is Excellent.

➢ 41% of the respondent’s opinion is Fine.

➢ 23% of the respondents opinion is Good

➢ 8% of the respondents wants Need some change

OPINION ON FEATURES IN SERVICE

For prepaid
Features Number of Respondents Percentage

GPRS 40 48%
Games 35 42%
Net 2 3%
Others 6 7%
Total 83 100%

INTERPRETATION:

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 ➢ 48% of the respondents like GPRS.

➢ 42% of the respondents like Games.

➢ 03% of the respondents like net facilities

➢ 07% of the respondents like other features

For Postpaid
Features Number of Respondents Percentage

GPRS 48 32%
Games 42 39%
Net 3 22%
Others 7 7%
Total 17 100%

INTERPRETATION:
➢ 32% of the respondents like GPRS.

➢ 39% of the respondents like Games.

➢ 22% of the respondents like net facilities

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 ➢ 07% of the respondents like other features

DURATIONS OF USING AIRTEL SERVICES

For Postpaid
Duration Number of Percentage
Respondents
New 15 18%
Below 6 months 12 14%
Below 1 year 27 32%
Above 1 year 29 36%
Total 83 100%

INTERPRETATION:
➢ 18% of the respondents are New customers.

➢ 14% of the respondents are Below 6 months.

➢ 32% of the respondents are Below 1 year.

➢ 36% of the respondents are Above 1 year

For prepaid

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 Duration Number of Percentage
Respondents
New 3 19%
Below 6 months 2 15%
Below 1 year 5 27%
Above 1 year 7 39%
Total 17 100%

INTERPRETATION:
➢ 19% of the respondents are New customers.

➢ 15% of the respondents are Below 6 months.

➢ 27% of the respondents are Below 1 year.

➢ 39% of the respondents are Above 1 year

TESTING OF HYPOTHESIS
For prepaid
1. Null Hypothesis – H0: Customers are satisfied.
2. Alternative Hypothesis – H1: Customers are not satisfied

Ho = 0.80

H1 => 0.80

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P= _____

= 83

_______

100

= 0.83

P = 0.80 so q = o.20

Z = p–p
_______
_______
√ PQ
n

= 0.83 – 0.80
_________
√ 0.80*0.20
100

= 0.03
________
√ 0.0016

= 0.03
0.04

= o.75

= > 1.64

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Here Ho is accepted because it is less than 1.64.

For postpaid
1. Null Hypothesis – H0: Customers are satisfied.
2. Alternative Hypothesis – H1: Customers are not satisfied

Ho :

Ho = 0.80

H1 => 0.80

P= _____

17

= _______

100

= 0.17

P = 0.80 so q = o.20

Z = p–p
_______

2
 _______
√ PQ
n

= 0.17 – 0.80
_________
√ 0.80*0.20
100

= - 0.63
________
√ 0.0016

= -0.63
0.04

= -15.75

= > 1.64

Here Ho is not acceptedbecause it is less than 1.64.

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FINDINGS

2
 FINDINGS

The following are the findings of the study.

1. 51% of the respondents are between the age group 20-30.

2. 39% of the respondents who use the airtel cell phones are servicemen

3. 79% of the respondents are male.

4. 83% & 17% respondents of prepaid and postpaid user respectively.

5. 19% & of the respondents prefer low call rate in airtel connection.

6. 39% of the respondents are finding problem in Network about coverage.

7. 46%& 41% respondents of prepaid and postpaid respectively are rated airtel services

as fine.

8. 19% &21 respondents of prepaid and postpaid respectively are prefer airtel for low

call rates.

9. 48% & 32% respondents of prepaid and postpaid respectively are prefer aired for

GPRS.

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10. 36 % & 39% respondents of prepaid and postpaid respectively are having airtel

connection above 1 year.

1
 CONCLUSIONS

“Good services is the way to retain the clients”

1. Customer likes to use problem free service in the sense of coverage.

2. Most of the customers preferred low call rate in their connection.
3. Airtel connection are selling because of best schemes.
4. Customer care number does not easily connected .
5. Some promotional strategies should be used in rural areas as very less awareness of
value added services in rural area.
6. The market potential is greater for airtel since it has a brand name & goodwill amongst
customer.

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 Suggestions
Following are the suggestions to improve the buying behaviour of consumer.

1. Enormous facilities can be included in airtel services.

2. Still advertisement should be improved so that it will reach all people.

3. New schemes can be introduced exclusively for students.

4. Various kinds of sales promotional activities can be introduced by the Company.

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It can be concluded that the existing customers are satisfied with the airtel service and

is having good prospective customers for airtel services. By creating more

awareness, better coverage, connectivity and new schemes the prospects for airtel

service can be generated. The researchers concluded that “A bird without wings

cannot fly likewise, a man without airtel connection in a cell cannot do well in

future”.

2
ANNEXURE

2
 QUESTIONNAIRE

Name:- __________________________________________

Address:- _________________________________________

__________________________________________

Age: - Below 20  20 to 30

30 to 40  40 Above

Sex:-  Male  Female

Occupation:-  Serviceman  Businessman

 Student Professional

Income:- ________________

__________________________________________________________________________
_

1. Have you use mobile?

 Yes  No

2. How many mobile connections do you have?

1 2
3  >3

3. Which Type of mode of services you are using?

 Prepaid  Post paid

4. Since from you are using Airtel?

 New  Below 6

 Below 1 Year  Above 1 year

5. Are you satisfied with Airtel network?

1
  Yes  No

6. Are you happy with that service of Airtel Postpaid/prepaid?

 Yes  No

7. What do you prefer most in post paid /prepaid connection?

 Strong Network Coverage  Schemes

 Call Charges  VAS
 Other

8. What is your opinion on Airtel tariff plans/schemes?

 Excellent  Fine
 Good  Need some change

9. Which feature you like in Airtel service?

 GPRS  Games
 Net  Others

10. Rating of Airtel Postpaid/prepaid services over some parameters.

1 2 3 4 5
I. Coverage
II. Call Charges
III. Roaming Facility
IV. Schemes
V. Customer Care
1=best 2=good 3=average 4=poor 5=wors
1. Are you satisfied with customer care service when the problems occur?

Yes No
If yes : What kind/ type of problem
_____________________________________________________
______________________________________________________

2. you suggest Airtel to your friends/family?

 Yes  No

3. Are you finding any problem in Airtel Postpaid /prepaid?

3
 If yes : What kind/ type of problem
______________________________________________________
______________________________________________________

4. Do you want give any suggestions on Airtel service?

_____________________________________________________________

_____________________________________________________________

BIBLOGRAPHY

1
 BIBLOGRAPHY

Books

➢ Marketing Research – G. C. Beri

➢ Research Methodology – C. R. Kothari
➢ Principles of Marketing – Philip Kotler

Websites:

➢ http://www.google.com
➢ http://en.wikipedia.org
➢ http://www.airtel.in

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➢ Other Marketing research related sites.