A Report

On
“A Comparative Study Of Airtel Specific Post-Paid
Plan’s, Network, Services, And Customer Satisfaction
with Other Competitors in Surat”

BY

Rahul Khandelwal
6nd12226
(MBA – PGDBA)
 A Report

On

“A Comparative Study Of Airtel Specific Post-Paid

Plan’s, Network, Services, And Customer Satisfaction
with Other Competitors in Surat”

BY
Rahul Khandelwal
6nd12226
(MBA – PGDBA)

A report submitted in the partial fulfillment of

The requirements of
MBA-PGDBA Programme (Class of 2006-08)
ICFAI National College

Submitted to: Submitted to:

Company Guide Faculty Guide
Mr. Rajneesh Kumar Singh Ms. Shital Padhiyar
 CONTENTS

• Executive Summary

• Introduction

• Review of Literature

• Research Design / Methodology

• Analysis

• Conclusion

• Appendix

1. Questionnaire
Executive summary:
The topic selected by me is the “A
Comparative Study Of Airtel Specific Post-Paid Plan’s, Network,
Services, And Customer Satisfaction with Other Competitors in Surat”
the main objective of the research is to do the comparative analysis of
the telecom market with comparison with the Airtel. To find out the
position of the Airtel where it stand in the market in comparison with
the compotators, to know its comparative advantage.

The methodology follow in the project is through the survey and the
collections of the data form various sources, like internet, company
past record, customer interaction, boss guideline.

The analysis plan was made by me was to analyzing the customer

what kind of plans they want, which company satisfy them. How can
we make them to switch to Airtel, what are the market plans other
company
The result was that the Airtel is having the comparative
advantage over other companies, due to its plan, tariff plans,
schemes network, and the good will the Airtel is at no. 1
place in the Indian telecom market leaving behind Hutch,
BSNL, and Reliance

Introduction:

Company Profile:
Bharti Airtel is one of India's leading private sector providers of
telecommunications services based on an aggregate of 48,853,758 customers
as on August 31, 2007, consisting of 46,814,745 GSM mobile and 2,039,013
broadband & telephone customers.
The businesses at Bharti Airtel have been structured into three individual
strategic business units (SBU’s) - mobile services, broadband & telephone
services (B&T) & enterprise services. The mobile services group provides
GSM mobile services across India in 23 telecom circles, while the B&T
business group provides broadband & telephone services in 94 cities. The
enterprise services group has two sub-units - carriers (long distance services)
and services to corporates. All these services are provided under the Airtel
brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE).

Partners
The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside
Singapore, in the company.

The company’s mobile network equipment partners include Ericsson and

Nokia. In the case of the broadband and telephone services and enterprise
services (carriers), equipment suppliers include Siemens, Nortel, Corning,
among others. The Company also has an information technology alliance
with IBM for its group-wide information technology requirements and with
Nortel for call center technology requirements. The call center operations for
the mobile services have been outsourced to IBM Daksh, Hinduja TMT,
Teletech & Mphasis.

Organization Structure:
Factsheet
Name Bharti Airtel Limited.

Business Provides mobile, broadband & telephone (fixed line) and enterprise
Description services (carriers & services to corporates)

Established July 07, 1995, as a Public Limited Company

Proportionate Rs. 184,202 million (year ended March 31, 2007-Audited)

Revenue Rs. 117,255 million (year ended March 31, 2006-Audited)
As per Indian GAAP Accounts

Proportionate Rs. 74,407 million (year ended March 31, 2007-Audited)

EBITDA Rs. 42,250 million (year ended March 31, 2006-Audited)
As per Indian GAAP Accounts

Shares in Issue 1,897,148,464 as at June 30, 2007

Listings The Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited (NSE)

Market
Capitalisation

Customer Base 48,853,758 GSM mobile and 2,039,013 broadband & telephone (fixed line)
customers (Status as at month ended August 31, 2007)

Operational Provides GSM mobile services in all the 23 telecom circles in India, and
Network was the first private operator to have an all India presence.
Provides broadband (DSL) and telephone services (fixed line) in 94 cities
in India.

Registered Office Bharti Airtel Limited

(A Bharti Enterprise)
Qutab Ambience (at Qutab Minar), Mehrauli Road,
New Delhi - 110 030
Tel. No.: +91 11 4166 6000
Fax No.: +91 11 4166 6011/12
Business Divisions
Mobile Services –

We offer mobile and fixed wireless services (FWP) using GSM

technology on 900MHz and 1800MHz bands, and are the largest wireless
service provider in the country, based on the number of customers. Our
42,703,938 mobile customers accounted for a market share of 23.5% of
wireless market, as on June 30, 2007.
We offer postpaid, prepaid, roaming and value added services through our
extensive sales and distribution channel covering over 640,000 outlets.
Our network is present in 4,855 census towns and 243,584 non-census towns
& villages in India, covering approximately 62% of the country’s
population. Our network operating centers, which monitor the health of our
mobile network are located in Gurgaon, near Delhi, and Chennai.

Broadband & Telephone Services –

We provide broadband (DSL) and fixed line telephone services in 94

cities. We had 1,972,259 customers as on June 30, 2007 of which 33.1%
were subscribing to broadband services.
The strategic direction in our broadband & telephone business is to focus on
the larger cities that offer high revenue potential. Our product offering in this
segment includes supply & installation of fixed-line telephones providing
local, national & international long distance voice connectivity and
broadband Internet access through DSL. The business also provides value
added services such as intelligent network based advanced management
services, viz. toll free numbers, virtual private automatic branch exchange
networks, ring back tones and call forwarding among others.

Enterprise Services –

Our Enterprise Services division comprises of the Carriers and

Corporate business units.
Carriers –

This business unit is India's first private long distance

communications service provider, offering a portfolio of wholesale services
in data and voice domain. This business segment includes a pan-India
network infrastructure including the optical transport network, national and
international voice-switching network, multi protocol label switches
(MPLS), asynchronous transfer modes (ATM) and frame relays (FR) among
others. It offers extensive coverage through a nationwide optic fiber network
of 43,658 kms. This network also connects a submarine cable landing station
in Chennai (owned by a subsidiary) with two international cable systems,
Network i2i and SMW 4, that provide connectivity across transatlantic and
transpacific routes respectively.

Corporate –

This business unit serves large Corporate and small and medium
enterprises (SMEs) for all their data and telecommunication needs. It
combines owned media and technologies with those of alliance partners to
provide end-to-end integrated telecom solutions. The group focuses on all
major industry verticals such as BFSI, IT, ITES, manufacturing &
distribution, media & services, government & PSUs, education, telecom, and
retail among others. Services provided include mobile services, voice
services, satellite services (BIT internet, VPNs, satellite based IPLCs for
redundancy reasons), managed data & Internet services, managed e–business
services and managed customized integrated solutions.

Awards and Recognitions

Bharti draws top honors at the NDTV Profit Business Leadership Awards
2007
Bharti Airtel Ranked 3rd on Shareholder Returns in Business Week IT 100
List
Sunil Bharti Mittal conferred Degree of Doctor of Science (Honoris Causa)
by G. B. Pant University
Plans & Services:
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.

Postpaid
Life becomes much simpler with your Airtel Postpaid. It gives you the
unlimited freedom to reach out to people in your special way

Airtel Live the mobile internet where we get the full world in our hand

Send emails and Receive emails instantly

All the emails you've read, deleted or moved to a folder will show on both
your handset device and your desktop. It uses over-the air technology so
there's no need to manually synchronise your message activity

Have fun with Airtel broadband! Imagine, downloading the games for free
and downloading your favorites tunes at unbelievably low prices.
Just log-in with your Airtel Broadband ID and get what you want.
Control your business, 24x7. Observe your office, warehouse, shop and staff
from your PC, from anywhere and all the time

Introducing NetXpert, India’s first ever automated Broadband care

technology which provides immediate solutions for Internet connectivity
related problems

Airtel Broadband Services and TCY Online offer you online competitive
tests for GRE, GMAT, SAT and MBA, from the comfort of your home

Our calling card services connect you to your friends and friends in India a
cost effective and reliable manner. Choose from the options below and stay
connected.

Great savings on calling anywhere in India or across the world.Even if your

phone is not STD/ISD enabled, go ahead and talk to your loved ones

Now call back India from USA at lowest cost of just 7.9c / min . Just visit
Traveling abroad? Save precious foreign exchange and up to 94% over
international roaming charges.

we care for our valuable customer, we are for customers and by the customer
our 24 hour customer care provide the total services to you.

Competitors:

1. Vodafone

2. Idea

3. Reliance
RIM
4. Bsnl

5. Tata Indicom
Network
Airtel is mainly known for its vast network and wide coverage. In the
advertisement the Airtel mainly tells about the network. Airtel has the
network in all the 23 circles. Airtel also have the contract with other telecom
companies to provide the network while roaming both national &
international.

Three-in-one A call from a subscriber of one network can be automatically

routed through other networks depending on which network is less
congested in a given area or time.
Airtel, Hutch and Idea have entered into an agreement to share the traffic
load between them.

The new model has been put in place by Airtel, Hutch and Idea Cellular in
Surat, which has been experiencing severe floods.

The three operators have entered into an agreement to share the traffic load
between them.

"The experiment has been successful to a large extent in keeping the

congestion off a single network as the burden is being shared by all the three
operators," said an Airtel executive. The experiment by the three operators
has been lauded by the Department of Telecom, which now wants a similar
arrangement in other parts of the country.

The mobile operators also said the Surat model may not be a single instance
of co-operation, which was undertaken on humanitarian grounds.

The service providers have already decided to share infrastructure in a big

way and interoperability will make mobile networks more robust.

Nokia will provide managed services and expand Bharti's Airtel networks in
the circles of Mumbai, Maharashtra (including Goa), Gujarat, Bihar
(including Jharkhand) and Orissa over a three-year period. Nokia will also
provide managed services and expand Airtel networks in the three other
circles of Kolkata, West Bengal and Madhya Pradesh.

Nokia's managed capacity expansion, will enable Airtel to expand its

coverage from 2,700 to over 5,000 towns across the country. The phased
expansion into these towns and villages starts immediately and is expected
to be complete by March 2006.

As part of the contract, Nokia will continuously deliver radio and core
network equipment and services based on Bharti's capacity requirements,
delivering a cost-efficient roll-out of on-demand capacity.

Nokia will also deploy its Connect GSM Solution, for expanding network
coverage in rural areas in a cost effective manner. This includes solutions for
radio access, core network, network management systems and services that
will reduce the total cost of ownership for Bharti and allow it to optimally
target the low average revenue-per-user customer

Customer satisfaction:

"It takes a lot less money to increase your retention of current customers
than to find new ones-but I know I don't give it as much effort as I should
because it does take a lot of energy and effort!"

Customer satisfaction, a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is
seen as a key performance indicator within business and is part of the four
perspectives of a Balanced Scorecard

Customer Satisfaction in 7 Steps:-

It's a well known fact that no business can exist without customers. In the
business, it's critical that you form a close working relationship with your
client, customer service is of vital importance. What follows are a selection
of tips that will make clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings:-

It's important to meet customers face to face at least once or even

twice during the course of a project. A client finds it easier to relate to
and work with someone they've actually met in person, rather than a
voice on the phone or someone typing into an email or messenger
program. When we meet them, it will become more effective.

2. Respond to Messages Promptly & Keep Clients Informed:-

It might not always be practical to deal with all customers' queries

within the space of a few hours, but at least email or call them back
and let them know that we have received their message and contact
them about it as soon as possible. Even if we not able to solve a
problem right away, let the customer know the working on it.

3. Be Friendly and Approachable:-

It's very important to be friendly, courteous and to make clients feel like
you're their friend and you're there to help them out.

4. Have a Clearly-Defined Customer Service Policy:-

Customer service policy is going to save lot of time and effort in the
long run. So make sure customer service policy is present on site --
and anywhere else it may be useful.

5. Attention to Detail (also known as 'The Little Niceties'):-

These little niceties can be time consuming and aren't always cost effective,
but remember to do them. It shows care; it shows there are real people on the
other end of that screen or telephone; and most importantly, it makes the
customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Way to Help Them
Out

Sometimes this is easier said than done! However, achieving this

supreme level of understanding with clients will do wonders for your
working relationship.

7. Honour Your Promises

It's possible this is the most important point in this article. The simple
message: when promise something, deliver.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers

while targeting non-customers, measuring customer satisfaction provides an
indication of how successful the organization is at providing products and/or
services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have
and other products against which the customer can compare the
organization's products.
Satisfaction Ok, Expectations Down?

Satisfaction Ok, Expectations Down?

Even as the overall customer satisfaction level improved, though by just
under a percentage point, satisfaction with different service parameters hit a
new low

Better service leads to higher expectations. That's the case with all services,
and mobile services are no exception. If we compare the findings of the third
VOICE&DATA MOBILE USER SATISFACTION SURVEY 2005 with
those of the 2004 survey, there has been no change in the satisfaction level
of Indian users. A slight improvement of 0.92 percentage points over the
2004 overall satisfaction level is no change. However if we take this as a
slight improvement in satisfaction, it is interesting that it has happened
despite users being relatively more dissatisfied on most service parameters.

Is this because user expectations are down or is it because their priorities

have changed?

The survey shows that the answer is yes to both questions. As operators fail
to deliver on their promises, users seem to have learnt to live with whatever
is delivered to them. Otherwise, how would one explain their relatively high
overall satisfaction level despite a decline in their level of satisfaction with
individual parameters whether it's sales-pre sales, network quality, billing,
customer care or value-added services (VAS). According to the
VOICE&DATA survey, customer satisfaction is significantly down on all
these parameters in case of almost all operators.
On the other hand, their expectation from different components of their
service has changed significantly. For instance, in metros VAS is now
contributing maximum (32%) to overall satisfaction, while in A circle billing
integrity contributes the least (8%) and in B/C circles customer care
contributes least (7%) to overall satisfaction. It's a fact that though operators
wouldn't really agree, none of these services are really at their optimum as
the VOICE&DATA survey shows. Therefore, it is natural that users have
very little expectations from various components of their mobile service.
That's the key reason why overall satisfaction is shred higher than in 2004.
And that's also the reason why an operator like MTNL or BPL is at the top
of the overall satisfaction scores despite scoring low on various individual
parameters.

In 2003, network performance, pre-sales/sales and billing integrity (in that

order) were an important part of customer satisfaction. In 2004, users'
satisfaction with customer care services was a key factor in addition to those
important in 2003. This year, the importance of “customer care” is lower
than last year-possibly because services have stabilized; or it may just be
that subscribers are having a relatively lower expectation. Also, unlike in the
previous years, customers gave less importance to billing integrity.

All the operators have scored in the 80s when it comes to customer
satisfaction on individual parameters except in case of sales/pre-sales in
which most operators have scored in the 90s. This essentially means that
operators have been investing more in acquiring customers than keeping
them happy with various components of their service. Obviously, the high
satisfaction level with sales-pre-sales is a result of the aggressive sales,
marketing and information dissemination efforts by the operators.

The survey also substantiates the general perception of network quality. It's
bad across India and worse in rural India. Both the GSM and CDMA
networks score low on user satisfaction. Airtel (87) customers were most
satisfied with their network while those of Reliance Telecom (74) and BSNL
(75) the least. BPL and MTNL operators, who scored highest in overall
satisfaction, scored 85 and 80 respectively. This clearly shows that
customers were not really happy with any of the networks.

Coming back to the overall satisfaction score, while the top two-BPL and
MTNL-crossed the TRAI benchmark, there has been a considerable
improvement in satisfaction level of customers of Hutch and Reliance
Infocomm, compared to 2004. Maximum improvement has been in the case
of MTNL-which jumped more than 10 percentage points to claim the top
spot, along with BPL.
There is considerable decline in the performance levels of five out of the 11
operators whose customers participated in the survey. The TRAI benchmark
(95%) remains as elusive as ever for all operators except BPL and MTNL.
The worst performers have been Aircel and Tata Teleservices. Aircel, which
had topped the sweepstakes past year, is at number 10 this time. Satisfaction
level of both Aircel and Tata Teleservices customers dropped by more than
12 percentage points. The satisfaction level of customers of Idea, BSNL and
Reliance Telecom also went down.

Another bad news for operators is that users in B/C circles remain the most
dissatisfied lot. It appears that operators have not been focusing much on
improving customer experience in these areas. They seem to be
concentrating only on adding subscribers-one reason why B/C circles have
witnessed the highest level of growth in recent months.

VAS Gains Prominence

There seems to have been a huge uptake of SMS in the past year with 99%
of the respondents using it. A major driver of SMS usage may have been the
TV reality and game shows. Radio also emerged as a driver of SMS.
Roaming was the most used VAS followed by ring tone downloads, caller
tunes, call waiting, and voice mail. VAS usage among GSM and CDMA
users was almost at the same level. Interestingly, the percentage of people
aware of SMS, roaming, ring tone download /distribution, voice mail/voice
messaging and game download/gaming came down compared to 2004. On
the other hand, there was an increase in the awareness of services like caller
tune, call waiting, call forwarding, Internet access, clip downloads, dial in
services, mobile banking and data service/ticketing.

The growing usage of VAS seems to be one of the reasons why awareness of
3G appears to be very high among Indian mobile users. As the
VOICE&DATA survey found, a good 82% of them are aware of 3G. What is
interesting is that more than 50% of those aware of 3G feel that the next
generation mobile services would mean a better experience in services like
instant messaging, video conferencing, video and music downloads and
high-speed internet connectivity.
Billing Complaints Mount
Billing complaints continued to mount though the jump was not as high as it
was in 2004 when billing complaints went up to 23 per 100, from 9 per 100.
Customer satisfaction with billing actually went down. Except for Reliance
Infocomm, there was a significant decline in the satisfaction of all operators.
Reliance Infocomm improved its score on the billing front by around 15
percentage points. However, only 10% said they would switch operators on
account of discrepancy in billing. Compared to GSM users, CDMA users
were more willing to change operators because of billing issues. What is
good for customers is that operators are taking less time compared to 2004
to resolve billing related complaints.

As the Indian market grows in size and users continue to mature, operators
would surely face new challenges. The biggest challenge for operators
would always be to ensure better customer experience. After all, only a
highly satisfied customer can help operators get the maximum out of them.
It's about time they gear up to do more than just acquiring customers.
MORE PEOPLE WILLING TO
CHANGE FREQUENTLY
The good news for handset vendors is that more people are now willing to
change their handsets, and more frequently then ever before. In all, around
25% users are willing to change their handsets frequently. Of these, 76%
said they will change their handsets in the next 3 to 12 months and 18% said
they would do so in the next 12 to 24 months. CDMA handset owners
seemed slightly more willing to change handsets than

their GSM counterparts. Like mobile services, handsets too are not without
problems. Poor battery life was the biggest concern of 38% of users. More
CDMA users faced problems with battery than GSM users. A considerable
number of both GSM and CDMA handset owners faced problems related to
signal, software, and display. A good 17% felt that their phone had
insufficient memory. Handset makers, it seems, will have to work harder to
increase the satisfaction level of their customers. Nokia continued to lead the
handset market with huge margins. In fact, the Finnish vendor considerably
improved its market share as the leader. In 2004, Nokia had lost share to
vendors like LG and Samsung. Both the Korean vendors and Motorola lost
market share while Sony Ericsson gained. In GSM handsets, Nokia
strengthened its leadership with a market share of 76.1. While Samsung
remained at number 2, Sony Ericsson dislodged Motorola at number 3. In
the CDMA segment, both LG and Samsung lost market share though the
former remained at number 1. Nokia strengthened its position at number 2.
Which handset do you use
Sales/Pre Sales:
Overall: Time Taken for Activation:
GSM: Time Taken for Activation:
CDMA: Time Taken for Activation
Customer Care:

How long do you wait when you call the operator?

Time
(in minutes)
Idea 6.0
BSNL 4.9
Average 4.6
Airtel 4.6
Hutch 4.4
BPL 3.5
RTL 2.9

CDMA Operators
TTL 5.4
Average 4.7
RIL
How long do you wait when
you call customer care?
What is the preferred mode of
interaction with customer care?

Pre-recorded
Customer
Voice & Guided
Care Executive
tour
Seeking basic information 79% 21%
Understanding a tariff plan 70% 305
Seeking information on new
66% 34%
service/scheme
Downloading ring-tone 46% 54%
Complaining on network quality 69% 31%
There is a long queue to talk 52% 48%
Seeking a clarification on billing 67% 33%
Reporting a billing discrepancy 67% 33%
Reporting loss of handset 68% 31%
Reporting a number for call barring 51% 49%
Color in orange are preferred

Value-Added Services:

Scores derived from seven questions such as satisfaction with roaming

services, voicemail etc.
Which VAS are you aware of and use?
value-added services

GSM CDMA
Idea Airtel BSNL Hutch RIM
SMS/Text messaging 98% 98% 96% 99% 97%
Roaming 69% 72% 59% 74% 59%
Voice mail/Voice
365 42% 33% 45% 28%
messaging
Call waiting 48% 46% 35% 40% 31%
Call forward 19% 23% 19% 20% 15%
Dial in services 13% 13% 12% 13% 4%
Caller tune 46% 49% 39% 51% 34%
Clip downloads 10% 17% 12% 16% 4%
Game
15% 17% 14% 19% 6%
downloading/distribution
Ring tone
55% 51% 47% 49% 51%
download/distribution
Internet access 17% 22% 15% 22% 4%
Data service/ticketing 6% 9% 9% 10% 3%
Mobile banking 7% 10% 7% 13% 2%

The percentage of respondents who use specific services. For example,

98% of Idea subscribers surveyed use SMS
etc.
USAGE OF VAS BY TECHNOLOGY
GSM CDMA
SMS/Text messaging 100.00% 100.00%
Roaming 62.89% 63.96%

Voice mail/Voice messaging 29.74% 27.82%

Call waiting 38.89% 37.05%

Call forward 19.03% 17.91%
Dial in services 10.78% 8.56%
Caller tune 40.87% 27.48%
Clip downloads 12.49% 10.81%

Game downloading/distribution 13.88% 11.94%

Ring tone download/distribution 46.78% 41.55%

Internet access 17.53% 16.10%

Data service/ticketing 7.65% 6.64%
Mobile banking

Billing
There was a significant decline in user satisfaction for most operators,
barring Reliance Infocomm.
OPERATOR-WISE BILLING DISCREPANCY
GSM
Hutch 31.2%
Airtel 30.6%
BSNL 25.0%
Idea 22.5%

CDMA
RIL 28.6%
TTL 23.5%
Loyalty is a function of satisfaction with various aspects of services that the
subscriber has experienced. Likelihood of staying with the same operator
and intention to recommend it to others are important measures of loyalty.
Therefore, we have looked at satisfaction against likelihood of staying and
intention to recommend.

The Road to 3G
Over 80% of users are aware of 3G. More than 50% of those aware of
3G feel that the next generation mobile services would mean a better
experience in VAS

The Methodology
The VOICE&DATA Mobile Users' Satisfaction Survey 2005 was conducted
with a sample of 3,763 mobile users spread across different circles. This year
we brought in sample from both urban as well as rural clusters in these
circles. The survey covered 20 cities. These 20 cities included all metros as
well as A, B & C category telecom circles.

A Circle: Bangalore, Hyderabad, Ahmedabad, and Coimbatore.

B Circle: Lucknow, Chandigarh, Trivandrum, Bhopal, Jaipur, Indore,
Meerut, and Pune.
C Circle: Guwahati, Dhanbad, and Patna.
The fieldwork for the survey was spread over the last week of November
and 1st & 2nd weeks of December 2005.

In order to arrived at overall satisfaction of the subscribers with their

respective service providers, we have considered five broad areas that
contribute to overall satisfaction-pre-sales & sales; network availability,
performance & reliability; customer care; value-added services; and billing
integrity. Based on a multiple regression based model with various
individual parameters under these five areas we have arrived at the
contribution (weights) of these five areas to overall satisfaction. These
weights were then applied to the individual parameters in order to derive an
overall satisfaction score at the operator, circle and national level for
comparison.

For how long have you been using the mobile

phone?
How much do you spend per month on your
mobile connection?

For how long have you used your current service

provider?
Comparison of Domestic telecom stock
movement

Research Methodology
Objectives-
 • First objective is find out about the telecom companies
in Surat and their position
• Second one is how much customers are satisfied with
the company which they are using.
• Which company is providing best services for the
customers.
• How much customers are satisfied with Airtel
• Understand the market strategy adopting by the
companies.

• Research Design : Descriptive

• Sampling Universe : Surat (Gujarat)

• Sampling Unit: customer using the mobile connection

• Sample Size : 200(Approx.)

• Sampling Method : Probability sampling

• Simple Random Sampling

• Analysis Plan :By pie chart and bar diagram

Primary Data

The primary data, which is collected afresh and for the first
time, and thus happen to be original in character. A primary survey was
conducted at Surat City. The survey was carried out at various levels & the
target group was Premium /Old users of Mobile. Questionnaires and surveys
were used as an instrument to collect the primary data.
 I made structured Questionnaires in which I get specified number of
responses. Hence, the interviewee has to choose from among the alternatives
given which helps me to come on conclusion. The following are the
questionnaires, which help me.

The other method, which I use to collect primary data, is survey

method:-

1. Personal interviews
2. Telephonic interviews

PRIMARY DATA

QUESSITONNAR
SURVEY
E

PERSONAL TELEPHONIC
INTERVIEWS INTERVIEWS

Secondary Data

The Secondary data are those, which have already been collected
and through processed the statically process.

We got the secondary data through:-

1. Internet
2. Various Walk In Queries Records
3. Books and periodicals.
4. Company publications (Bharti today) such as company policy
statements, speeches by eminent personalities, sales literature etc.
5. I got the records of those people who already Airtel Existing customer.

Analysis- I compared Airtel with other telecom companies like

reliance,idia,Bsnl,Tata.I found after the research that Airtel have good
plans,network,services and customer satisfaction level also.In Surat I found
Airtel capturing the market fast. Airtel have good advantage compare to
other telecom companies because of Airtel have good brand image and good
services according to the customer satisfaction level.Trai (Telephone
regulatory authority of India) have divided telecom sector in 23 circles.In all
23 circles Airtel have good network..Airtel provide 24 hour customer care
services for the customers.Airtel have good tariff plans according to the
customers.If we will take example of customer satisfaction of Airtel, Airtel
have good satisfaction level.
Market ‘Share

Airtel
BSNL
Hutch
Reliance
idea

Level of Customer Satisfaction on basis of the

sample
 Network

services
50
40 plans & others
30
20
10
0 Network
Airtel Reliance

LIMITATION

1. Lack of awareness: - In Surat city people are not too much aware
about all new plans, because there life is too much busy rather than
other cities of INDIA.

2. High competition: - Due to the existence of many competitors,

mobile company gave promotional plans frequently that is why
peoples confused to take new connection.

3. Rigid and traditional structure: - People believe in relation with

company.
 4. Number Problem:- People don’t want to change numbers, because in
Surat there are lot off businessmen ,there business depends only on
mobile/telephone.

5. Use old connection for status : - People used old connection, they
are too much unhappy with the service provider, but they can’t change
company because of status symbol.

6. Company’s Policy:- Airtel gave the new plans (New Mega Value/Hit
Plan)only for those people who uses more than 700 Rs.per month.

7. The another limitation, which becomes constraints in on job training,

is climatic conditions.

8. Language/Geographical Problem: - I am very new in Surat that is

why I am facing both problems.

9. Rude behavior: - Many time we have to face very rude comments

from customers while having frequent survey.

10.Network problem:- As compared to other

States Airtel in Gujarat is on 1800 MHz and other competitors are on
900 MHz. Because Airtel is on 1800 MHz, the indoor coverage is a big
problem.

Conclusion-
Today’s Telecom industry is characterized by cut throat
competition, so it is very important for a company, which wants to
be a market leader to work out clear cut strategies and plug up loop
holes.

My project aims to the understanding Market Study of Bharti

Airtel Limited through survey of Airtel specific Post-Paid plan’s,
Network, Services, and Customer satisfaction with other
competitors.
In the first phase research study, I adopted Questionnaire and
survey method to find out awareness of Bharti Airtel Limited
among people as compare to other service provider in Surat region.

In the second phase research study I had to find out the various
plans of competitor given to customer, what are the various
schemes they prefer except Bharti Airtel Limited schemes?

The study is to find out the market share of the Airtel in terms
of the services, network, & the customer satisfaction.

SAMPLE QUESTIONNAIRE TO KNOW TELECOMMUNATION

AWARENESS AMONG PUBLIC

Name of the Person :-

Age:-
Occupation:-
Monthly Income:
Address:-
Contact No:-

1) Are you aware of Telecom?

(A) Yes
(B) No

2) Which type of plan would you like?

(A)Pre-paid
(B) Post-paid
 3) Are you satisfied with your current Mobile connection?
(A)Yes
(B) No

4) Have you ever used Post-paid connection?

(A)Yes
(B) No

5) From which Media you heard/listen about about New/Various

Schemes of telecom.
(A)Brochures
(B) Newspapers
(C) T-V-Channels
(D) Others
(E) Word of mouth
6) How would you rank a Telecom company?
(A) Services
(B) Network
(C) Plans
(D) Value added service
(E) Brand value

7) Which schemes do you like the most?

(A) Pre-paid
(B) Post-paid

8) Are you satisfied with it?

(A)Yes
(B) No

9) Why you like it?

(A) Better Plan
(B) Economic
(C) Any other reason

10) Which scheme would you use frequently?

(A) Free talk time
(B) Free SMS
(C) Both of the above
 (D) None of the above

11) Where do you spend your mobile bill?

(A) Local mob-mob
(B) Local mob-land-line
(C) STD
(d) SMS

12) How do you take mobile connection?

(A) From any Outlets
(B) Direct to head office
(C) Sales Executive

13) Do you get any rebate/commission from that

Place?
(A)Yes
(B) No

14) Do you feel more comfortable to take mobile

From retail shop?
(A)Yes
(B) No
(C) Don’t know

15) Which Mobile Company do you like most?

(A) Airtel
(B) Hutch
(C) BSNL
(D) Reliance
(E) Tata Indicom
(F) Idea

16) Why you take connection of this company

Because of?
(A) Network
(B) Services
(C) Schemes
(D) Brand Name
(E) Other
 17) If you take connection of Airtel which scheme
You will prefer?
(A) New Mega Value- 299
(B) New Mega Value-399
(C) Hit-299
(D) Hit-399
(E) Hit-499

18) Can you suggest anybody to take this plan

(A) Yes
(B) No

Appendix

Questionnaire
References/Bibliography

• Bharti Today
• Wikipedia the free encyclopedia.htm
• Marketing Management(ICFAI Text book)
• Managerial Effectiveness

Bibliography / Website

• www.airtel.in
• www.google.com