59

TABLE OF CONTENTS
Title Page
1
Bonafide Certificate
2
Declaration
3
Acknowledgement
4
Chapter 1 Industry and company profile
1.1 Industry rofile 1!
1.2 Comany rofile 13
"AI#T$% logo 14
"B&arati's (ision 1)
"B&arati's *ission 1+
1.2.1 ,etwork of AI#T$% 1+
1.2.2 AI#T$% -road-and 1.
1.2.3 /rgani0ational structure 23
1.2.4 Promotional strategies 24
1.2.) AirTel1 Aroriating t&e (alue of 2e3ression2 2)
1.2.+ *ilestone of Comany 24
1.2.5 Awards 32
Chapter 2 e!ie" of Literature
2.1 #e(iew of %iterature 34
2.16a7 w&at is customer satisfaction 34
2.16-7 w&y is it imortant 3)
2.2 /-8ecti(es 3+
2.3 %imitations 3.
Chapter#$ esearch %ethodolo&y
3.1 #esearc& *et&odology 34
59
3.1 #esearc& Design 34
3.2 9amling Design:Tec∋ues 4!
3.3 Data collection met&ods 4!
3.4 9tatistical tools used 42
Chapter ' Analysis and Interpretation
4.1 Analysis and Interretation 42
4.1.1 Ta-le and c&art s&owing t&e oinion on signaling at
t&eir area
42
4.1.2 Ta-le and c&art s&owing t&e oinion on customer care
ser(ices
43
4.1.3 Ta-le and c&art s&owing t&e oinion on customer care
emloyee's resonse to customer's ;uestions
44
4.1.4 Ta-le and c&art s&owing w&et&er customers use
I,T$#,$T ser(ices
4)
4.1.) Ta-le and c&art s&owing oinion on I,T$#,$T
ser(ices
4+
4.1.+ Ta-le and c&art s&owing num-er of times customers
log into internet er day
45
4.1.5 Ta-le and c&art s&owing rating for internet seed 4.
4.1.. Ta-le and c&art s&owing *a3imum rec&arge er
mont&
44
4.1.4 Ta-le and c&art s&owing w&et&er offers are used -y
customers
)!
4.1.1! Ta-le and c&art s&owing offers used -y customers )1
59
4.1.11 Ta-le and c&art s&owing oinion on offers used -y
customers
)2
4.1.12 Ta-le and c&art s&owing u to date wit& current offers )3
4.1.13 Ta-le and c&art s&owing w&et&er t&ey used ot&er
network Connection ot&er t&an AI#T$%
)4
4.1.14 Ta-le and c&art s&owing oinion on AI#T$%
comared to ot&er connection
))
Chapter#( Findin&s) Su&&estions * Conclusion
).1 <indings )5
).2 9uggestions ).
).3 Conclusion )4
Anne+ure +!
"=uestionnaire +1
Bi,lio&raphy +4
59


59

C-A.TE#1
IN/0ST1 * CO%.AN1
.OFILE
121 IN/0ST1 .OFILE3
Indian mo-ile tele&ony market is increasing day -y day and t&ere is more
To &aen wit& tec&nological u gradations occurring nearly e(ery day and
t&e e(er"increasing demand for easier and faster connecti(ity> t&e mo-ile
tele&ony market is e3ected to race a&ead?
India &as a fast"growing mo-ile ser(ices market wit& e3cellent otential for
t&e future. @it& almost fi(e million su-scri-ers amassed in less t&an two
years of oeration> India2s growt& temo &as far e3ceeded t&at of numerous
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ot&er markets> suc& as C&ina and T&ailand> w&ic& &a(e taken more t&an fi(e
years to reac& t&e figures India currently &olds. T&e num-er of mo-ile &one
su-scri-ers in t&e country would e3ceed )! million -y 2!!) and cross 3!!
million -y 2!1!> according to Cellular /erators Association of India
6C/AI7. According to recent strategic researc& -y <rost A 9ulli(an> Indian
Cellular 9er(ices *arket> suc& growt& rates can -e greatly attri-uted to t&e
drastically falling rice of mo-ile &andsets> wit& rice laying a fundamental
role in Indian su-scri-er re;uirements. 9u-scri-ers in certain regions can
ac;uire t&e &andset at almost no cost> t&anks to t&e mass"market stage t&ese
tec&nologies &a(e reac&ed internationally. T&e Indian consumer can -uy a
&andset for B1)! or less. T&is s&ould lead to increased su-scri-ers&i. T&is
market is growing at an e3tremely fast ace and so is t&e cometition
-etween t&e mo-ile ser(ice ro(iders.
@it& t&e resence of a num-er of mo-ile tele&ony ser(ices ro(iders
including market leaders like Airtel> #eliance> Idea Cellular> Tata Indicom>
9ice Communications etc w&o are ro(iding eit&er of t&e two network
tec&nologies suc& as Clo-al 9ystem for *o-ile Communications 6C9*7 and
Code Di(ision *ultile Access 6CD*A7. In cellular ser(ice t&ere are two
main cometing network tec&nologies1 Clo-al 9ystem for *o-ile
Communications 6C9*7 and Code Di(ision *ultile Access 6CD*A7.
Dnderstanding t&e difference -etween C9* and CD*A will allow t&e user
to c&oose t&e refera-le network tec&nology for &is needs.
Clo-al 9ystem for *o-ile Communications 6C9*7 is a new digital
tec&nology de(eloed -y t&e $uroean community to create a common
mo-ile standard around t&e world. It &els you ac&ie(e &ig&er sall caacity
and -etter seec& ;uality and one can en8oy crystal clear recetion on ones
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mo-ile &one. It automatically sol(es t&e ro-lem of ea(esdroing on ones
calls.
Code Di(ision *ultile Access 6CD*A7 descri-es a communication
c&annel access rincile t&at emloys sread sectrum tec&nology and a
secial coding sc&eme 6w&ere eac& transmitter is assigned a code7. It is a
sread sectrum signaling> since t&e modulated coded signal &as a muc&
&ig&er -andwidt& t&an t&e data -eing communicated. CD*A is t&e current
name for mo-ile tec&nology and is c&aracteri0ed -y &ig& caacity and small
cell radius. It &as -een used in many communication and na(igation
systems> including t&e Clo-al Positioning 9ystem and t&e omnitracs satellite
system for transortation logistics.
T&e Comany's wireless network runs on a C9* tec&nology.
T&e mo-ile tele&ony ser(ices ro(iders Airtel> Eodafone 6<ormerly
Futc&7> &a(e -een cometing aggressi(ely for t&eir market s&are wit&
*T,%> Tata Indicom> #eliance and Idea Cellular entering into t&e foray>
t&is tussle &as only -ecome more toug&. @it& ma8or market s&are in t&e
&ands of t&e likes of #eliance> Airtel> Eodafone 6<ormerly Futc&7> Idea
Cellular t&e ot&ers &a(e -een finding it difficult to comete in t&e market.
T&e Telecom #egulatory Aut&ority /f India 6T#AI7 &as -een laying an
imortant role in keeing a watc& on t&ese e3isting layers and -ringing new
en(ironment as well as olicies and reforms for t&ese *o-ile Tele&ony
9er(ice Pro(iders and ermitting t&em to ro(ide mo-ile tele&ony ser(ices
including ermission to carry its own long distance traffic wit&in t&eir ser(ice area
wit&out seeking an additional license. T#AI's mission is to create and nurture
conditions for t&e growt& of telecommunications including -roadcasting and ca-le
ser(ices in t&e country in a manner and at a ace w&ic& will ena-le India to lay a
leading role in t&e emerging glo-al information society. T&e ser(ice ro(iders are
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free to ro(ide> in its ser(ice area of oeration> all tyes of mo-ile ser(ices
including (oice and non"(oice messages> data ser(ices and PC/'s. T&e /erators
would -e re;uired to ay a one"time entry fee. T&e -asis for determining t&e entry
fee and t&e -asis for selection of additional oerators would -e recommended -y
t&e T#AI. Aart from t&e one time entry fee> oerators would also -e re;uired to
ay
license fee -ased on a re(enue s&are. It is roosed t&at t&e aroriate le(el
of entry fee and ercentage of re(enue s&are arrangement for different ser(ice
areas would -e recommended -y T#AI in a time"-ound manner. T&e
sectrum olicy &as also -een seen -y T#AI for awarding Clo-al 9ystem for
*o-ile Communications 6C9*7 and Code Di(ision *ultile Access
6CD*A7 licenses to t&e different oerators.
122 Company .rofile
Telecom giant B&arti Airtel is t&e flags&i comany of B&arti $nterrises.
T&e -usinesses at B&arti Airtel &a(e -een structured into t&ree indi(idual
strategic -usiness units 69BD's7
17 mo-ile ser(ices
27 -road-and and tele&one ser(ices 6BAT7
37 enterrise ser(ices
T&e *o-ile ser(ices grou ro(ides C9* mo-ile ser(ices across India in 23
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telecom circles> w&ile BAT -usiness grou ro(ides -road-and A tele&one
9er(ices in 44 cities. T&e $nterrise 9er(ices grou &as two su-"units G
carriers 6long distance ser(ices7 and ser(ices to cororates. All t&ese
ser(ices are ro(ided under t&e AirTel -rand
Airtel comes to you from B&arti Tele"Eentures %imited " a art of t&e
-iggest ri(ate integrated telecom conglomerate> B&arti $nterrises. A
consortium of giants in t&e telecommunication -usiness. In it2s si3 years of
ursuit of greater customer satisfaction> AirTel &as redefined t&e -usiness
t&roug& marketing inno(ations> continuous tec&nological u gradation of t&e
network> introduction of new generation (alue added ser(ices and t&e
&ig&est standard of customer care.
B&arti is t&e leading cellular ser(ice ro(ider> wit& an all India footrint
co(ering all 23 telecom circles of t&e country. It &as o(er 2)million satisfied
customers.
Cellular tele&ony was introduced in India during t&e early 144!s. At t&at
time> t&ere were only two ma8or ri(ate layers> Bharti (Airtel) and Essar
(Essar) and -ot& t&ese comanies offered only post-paid services. Initially>
t&e cellular ser(ices market registered limited growt&.
*oreo(er> t&ese ser(ices were mostly restricted to t&e metros. /t&er factors
suc& as lack of awareness among eole> lack of infrastructural facilities>
low standard of li(ing> and go(ernment regulations were also resonsi-le for
t&e slow growt& of cellular &one ser(ices in India.
Alt&oug& t&e cellular ser(ices market in India grew during t&e late 144!s 6as
t&e num-er of layers increased and tariffs and &andset rices came down
significantly7 t&e growt& was rat&er marginal. T&is was -ecause t&e cellular
ser(ice ro(iders offered only ost"aid cellular ser(ices> w&ic& were still
ercei(ed to -e (ery costly as comared to landline communications.
59
<ollowing t&is reali0ation> t&e ma8or cellular ser(ice ro(iders in India>
launc&ed re"aid cellular ser(ices in t&e late 144!s. T&e main urose of
t&ese ser(ices was to target customers from all sections of society 6unlike
ost"aid ser(ices> w&ic& were targeted only at t&e remium segment7.
The Airtel Lo&o
T&e Airtel logo is a strong> contemorary and confident sym-ol for a -rand
t&at is always a&ead of t&e rest. It is a secially drawn wordmark.
The Airtel Ima&e style
It incororates two solid> red rectangular forms w&ose counterform
creates an oen doorway.
The Airtel Typo&raphical style
T&e title case lettering wit& its caital 2A2 was deli-erately c&osen to
reinforce t&e -rand2s leaders&i osition. T&e red dot on t&e letterform 2I2
cues Airtel2s focus on inno(ation.. T&e words 2$3ress Hourself2 are (ery
muc& art of t&e -rand identity.
Board of /irectors
T&e -oard of directors of t&e Comany &as an otimum mi3 of e3ecuti(e and
non"e3ecuti(e directors> w&ic& consists of two e3ecuti(e and t&irteen none3ecuti(e
directors.
T&e C&airman and *anaging Director> *r. 9unil B&arti *ittal> is an
$3ecuti(e Director and t&e num-er of Indeendent Directors on t&e Board is
)!I of t&e total -oard strengt&. T&e indeendence of a director is
determined on t&e -asis t&at suc& director does not &a(e any material
ecuniary relations&i wit& t&e Comany> its romoters or its management>
w&ic& may affect t&e indeendence of t&e 8udgment of a Director.
T&e -oard mem-ers ossess re;uisite skills> e3erience and e3ertise
re;uired to take decisions> w&ic& are in t&e -est interest of t&e Comany.
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The composition of the Board is as under3
J 9unil B&arti *itta l
J #a8an B&arti *itta l
J Ak&il Cuta
J #akes& B&arti *itta l
J C&ua 9ock Koong
J ,. Kumar
J Kurt Fellstrom
J Donald Cameron
J Paul /29ulli(an
J Pulak C&andan Prasad
J Bas&ir A-dulla Currim8ee
J A8ay %a l
J Arun B&arat #am
J <rancis Feng
Bharti4s 5ision
By 2!1! Airtel will -e t&e most admired -rand in India1
J %o(ed -y more customers
J Targeted -y to talent
J Benc&marked -y more -usinesses
@e at Airtel always t&ink in fres& and inno(ati(e ways a-out t&e needs of
our customers and &ow we want t&em to feel. @e deli(er w&at we romise
and go out of our way to delig&t t&e customer wit& a little -it more
Bharti4s %ission
To -e glo-ally admired for telecom ser(ices t&at delig&t customers2
@e will meet glo-al standards for telecom ser(ices t&at delig&t customers
t&roug&1
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L Customer 9er(ice <ocus
L $mowered $mloyees
L Cost $fficiency
L Dnified *essaging 9olutions
L Inno(ati(e roducts and ser(ices
L $rror" free ser(ice deli(ery
12221 Net"or6 of Airtel
Cellular Ser!ice
Airtel Comletes Its 23 Circle All India <ootrint Airtel now connects India
from t&e Indus to t&e Indian /cean and from 9a-armati to t&e Bra&mautra
on a network of more t&an 1!>!!! -ase stations wit& cumulati(e in(estments
of more t&an #s. 1+>!!! crores.
Internet infrastructure
/ur Internet -ack-one in(ol(es state of t&e art &ig&"end routers and switc&es as
maydeloyed on t&e -est networks across t&e world to offer you relia-le ser(ice of
unmatc&ed;uality. T&ree years -ack we &ad esta-lis&ed satellite -ased gateway for
internet access.
T&is was t&e first gateway -y a ri(ate oerator. ,ow we &a(e esta-lis&ed our
fi-regateway on ,etwork i2i> first ri(ate su-marine ca-le owned -y us and
9ingTel.
Fi+ed line infrastructure
/ur &ig& ;uality fi-re"-ased> fi3ed line networks in Del&i> Faryana> Tamil ,adu>
Karnataka> *ad&ya Prades& and C&a&attisgar& >intensi(ely co(ers t&e most
rominentcommercial and -usiness districts in t&e country. @e ro(ide t&e ower
of last mile fi3edline network to -ring end"to"end (oice and data solutions.
Lon& distance infrastructure
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/ur 2)>!!! km ad(anced fi-re"otic ca-le long distance network co(ers India2s to
2!!cities. And it owers t&e ser(ices of India2s leading ri(ate telecom ser(ice
ro(iders "cellular> fi3ed line and internet t&roug& /ur %ong Distance 9er(ices.
Su,marine ca,le
@e &a(e artnered wit& 9ingTel to create t&e world2s largest su-marine
ca-le system" ,etwork i2i wit& ..4 T-s caacity. T&is 32!! km undersea ca-le
structure stretc&es from C&ennai to 9ingaore and t&ereon to Tier"1 carriers on
9ingTel2s caacity on 15)>!!! km of ca-les. T&e &uge caacity on network i2i is
distri-uted locally in India t&roug& our 2)>!!! km of ad(anced fi-re"otic
domestic long distance -ack-one> ro(iding unrecedented caacity> seed A
relia-ility.
Technolo&y
In no ot&er ser(ice or -usiness tec&nology is suc& a ma8or factor. 9ales and
marketing arefutile wit&out a sound tec&nological -ase. Fence we analy0e AirTel
on t&e -asis of t&isarameter.
Tec&nological facets in cellular ser(ices are e3lained and t&e le(el of e3ertise of
-ot&layers stated.
Call set up time
T&is is t&e time t&at it takes a user to get connected after t&e comletion of t&e
dialingrocess.
Presently ."3! seconds is considered normal set"u time.
AirTels' call set u time is generally wit&in t&is range.
Capacity Call con&estion
T&is is t&e ;uality of getting calls t&roug& e(en in &ig& user density areas.
AirTel ro(ides -etter customer satisfaction.
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T&is will ena-le t&em to increase t&eir customer -ase leading to increased re(enues
int&e future.Eoice =uality and Co(erage
It is t&e clarity of transmission. In city centers t&is ;uality is not difficult to
maintain.Fowe(er it -ecomes (ery imortant w&en t&e transmission is -eing
directed to or fromunder ground locations> from -e&ind tall -uilding and structures>
narrow and congestedcity interiors.
AirTel ro(ides -etter ;uality in t&e a-o(e mentioned. T&e reason for t&is is t&e
-etterinfrastructure and tec&nology.
12222 AITEL BOA/BAN/
B&arti Tele(entures is t&e fi3ed line oerator -usiness of Airtel. In t&e recent
-randing e3ercise> all t&e ser(ices &a(e -een offered under t&e Airtel -rand. Data is
t&e ne3t dri(er for growt&. T&is is clear to t&e oerators w&o &a(e -elatedly
reali0ed t&e imlications for &a(ing a ie in all t&e segments of
telecommunications. Fence B&arti (entured in t&e -road-and market.
Fowe(er> t&e main contention in t&e -road-and market is t&e rice offering w&ic&
includes t&e -andwidt& costs as well as t&e cost of laying down t&e coer wire.
Tyically> in t&e mentality of t&e rofit making e3ercise> Airtel &as so far focused
only in t&ose areas w&ere it ercei(es t&at a &uge market is resent. Fowe(er> I
still &old t&at t&eir t&rust s&ould -e in smaller towns and cities w&ere B9,% would
ultimately usur t&eir otential customer -ase. It seems t&at t&eir fancily aid
*BAs &a(en't really understood t&e success of B9,% w&o focused on t&e B and C
class cities w&ere it &as drawn unaralleled suort desite t&e lousy customer
e3eriences. T&is is -ecause of t&e a-sence of any ot&er oerator.
T&e current offerings -y Airtel does not really ent&use a otential customer w&o is
looking at sustained data transfer. It is t&e classic case of &a(ing somet&ing -etter
t&an not&ing.
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Add to t&e lousy customer care t&at Airtel is slowly erfecting> it is staffed wit&
eole w&o usually land u in t&eir 8o-s wit& little idea of t&eir 8o- rofile. T&e so"
called Tec& engineers &a(e often -een una-le to &el a customer w&o is facing
issues wit& t&e connecti(ity.
Airtel Broad,and is po"ered ,y /SL technolo&y
D9% ro(ides -la0ing"fast> secure Internet access and can -e deli(ered to
-ot& &omes and to -usinesses. Deli(ered rig&t t&roug& a regular tele&one
line> data rates can (ary from 12.K- to .*- er second deending on t&e
tye and cost of t&e ser(ice.
Instant Access
Digital 9u-scri-er %ine 6D9%7 tec&nology ro(ides instant Internet and
network access at seeds u to )! times faster t&an a 2...K-s modem on a
standard analogue &one line. T&ere are no dial"u delays> no -usy signals.
@&at used to take minutes or &ours to download> will now take 8ust seconds
or minutes.
E+perience %ultimedia
@it& D9% Internet 9er(ice you can download gra&ics"&ea(y files> large
documents> software> &otos> email attac&ments> and more> instantly. It2s
erfect for real"time interacti(e multimedia> -roadcast ;uality (ideo>
distance learning> and (ideo"on"demand. And -ecause D9% Internet 9er(ice
sends data and (oice o(er t&e same line> you can talk on t&e &one w&ile you
are online.
Ne!er 7ait8
It2s also a ser(ice t&at you don2t &a(e to dial into. Must turn on your PC> oen
a -rowser> and you2re ready to surf. 6,o more &earing t&ose annoying -ees
and tones> t&en waiting to -e connected. Hou2re always connected w&ene(er
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you wis& toN7. Beyond Internet access> D9% also &as t&e a-ility to carry
additional &one lines and entertainment ser(ices using t&e same air of
wires.
Fig&"seed Internet access t&roug& D9%> c&anges your Internet e3erience
erceti-ly.
Ser!ices
Airtel -rings you a &ost of e3citing features ranging from facilities like
/nline tests> In touc& and Eideo 9ur(eillance 9olutions to trou-le s&ooting
de(ices like> ,et $3ert and @e- Mockey.
J 5ideo Sur!eillance Solutions G Airtel allows you to control your
-usiness> 2435. /-ser(e your office> ware&ouse> s&o and staff from your
PC> from anyw&ere and all t&e time.
J In touch 9 Airtel allows you to create and s&are your recious moments
wit& your lo(ed ones wit& In Touc&. It's a great way to reac& out to your
lo(ed ones w&o are far away.
J Net:pert # ,etOert> India's first e(er automated Broad-and care
tec&nology w&ic& ro(ides immediate solutions for Internet connecti(ity
related ro-lems.
J Online Tests # Airtel Broad-and 9er(ices and TCH /nline offer you
online cometiti(e tests for C#$> C*AT> 9AT and *BA> from t&e
comfort of your &ome.
J 7iFi # 7ifi is a wireless tec&nology -rand -y t&e @ifii Alliance t&at
gi(es you a &ost of fantastic ad(antages ranging from relia-ility to
security. T&e simle installation rocedure gi(es you access to
unsurassed erformance instantly.
7ireless Internet
59
7ireless Internet includes 3
1. Data Card
2. Ds- *odem
/ata Card
Airtel Data Card is t&e suerior PC Data Card solution w&ic& deli(ers
wireless internet caa-ilities to latos and note-ooks> -y ro(iding $DC$
and CP#9 tec&nologies in a single PC Card ackage.
/n an $DC$ network> Airtel Data Card ena-les connection to t&e Internet
using $CP#9. In areas w&ere $DC$ ser(ices are not a(aila-le> t&e Airtel
Data Card still ena-les relia-le and secure data connections o(er CP#9.
Airtel Data Card oens u t&e true world of wireless internet and is an ideal
comanion for a mo-ile rofessional> ena-ling Internet> $mail> and /ffice
alications wit& real"time secure EP, access to cororate alications
w&ilst on t&e mo(e.
Anytime> Anyw&ere Connecti(ityN
Features
J =uad"-and radio card suita-le for use on $C#P9:CP#9:C9* networks
worldwide PTC#B comliant.
J Comati-le wit& most note-ooks ro(iding a Tye II PC"Card slot and
utili0ing *icrosoft @indows /erating 9ystems.
J 9uorts IP9ec client software for end"to"end secure cororate data
e3c&ange and sync&roni0ation o(er EP.
J ,DI9 comati-le.
0s, %odem
Airtel D9B *odem is t&e suerior PC solution deli(ering wireless internet
caa-ility to latos and note-ooks -y ro(iding $DC$ and CP#9
59
tec&nologies in a single PC Card Package.
/n an $DC$ network. Airtel D9B *odem ena-les connection to t&e
Internet using $CP#9. In areas w&ere $DC$ ser(ices are not a(aila-le > t&e
Airtel D9B *odem ena-le relia-le secure data connections o(er CP#9.
Airtel D9B *odem oens u t&e true world of mo-ile wireless internet and is t&e
ideal comanion for t&e mo-ile rofessional> ena-ling Internet and $mail w&ilst on
t&e mo(e.
Anytime" Anyw&ere Connecti(ityN
Features
J 9uita-le for use on $DC$:CP#9:C9* networks.
J $DC$ Class 12> CP#9 Class 1!
J $3ternal Antennae
J $T9IAT Command Interface
J Comati-le wit& @indows 2!!!> OP
J Data Interface 1 D9B 2.!
J Data> Eoice> 9*9 P&one-ook
Benefits
T&is #emarka-le ser(ice (irtually con(erts t&e w&ole of India in @ireless
&ot sot.
1222$ O;ANI<ATION ST0CT0E
.artners
T&e comany &as a strategic alliance wit& 9ingTel. T&e in(estment made -y
9ingTel is one of t&e largest in(estments made in t&e world outside
9ingaore> in t&e comany.
T&e comany's mo-ile network e;uiment artners include $ricsson and
,okia. In t&e case of t&e -road-and and tele&one ser(ices and enterrise
ser(ices 6carriers7> e;uiment suliers include 9iemens> ,ortel> Corning>
59
among ot&ers. T&e Comany also &as an information tec&nology alliance
wit& IB* for its grou"wide information tec&nology re;uirements and wit&
,ortel for call center tec&nology re;uirements. T&e call center oerations for
t&e mo-ile ser(ices &a(e -een outsourced to IB* Daks&> Findu8a T*T>
Teletec& A *&asis.
Corporate ;o!ernance
B&arti Airtel %imited firmly -elie(es in t&e rinciles of Cororate
Co(ernance and is committed to conduct its -usiness in a manner> w&ic&
will ensure sustaina-le> caital"efficient and long"term growt& t&ere-y
ma3imising (alue for its s&are&olders> customers> emloyees and society at
large. Comany's olicies are in line wit& Cororate Co(ernance guidelines
rescri-ed under %isting Agreement:s wit& 9tock $3c&anges and t&e
Comany ensures t&at (arious disclosures re;uirements are comlied in
Pletter and sirit' for effecti(e Cororate Co(ernance.
During t&e financial year 2!!3"!4> your Comany was assigned &ig&est
Co(ernance and Ealue Creation 6CEC7 rating (i0. P%e(el 1' rating -y
C#I9I%> w&ic& indicates t&at t&e comany's caa-ility wit& resect to
creating wealt& for all its stake&olders is t&e &ig&est> w&ile adoting sound
Cororate Co(ernance ractices.T&is rating was re"affirmed -y C#I9I% on
Aril 2!>2!!+
1222' .O%OTIONAL STATE;1
After t&e li-erali0ation of t&e Indian Telecom 9ector in 1444> t&e Indian cellular
market witnessed a surge in cellular ser(ices. By 2!!)> t&ere were a total of 12
layers in t&e market wit& t&e fi(e ma8or layers -eing B&arti Tele"Eentures
%imited 6B&arti7> B&arat 9anc&ar ,igam %imited 6B9,%7> Futc&inson"$ssar
59
limited 6Futc&7> Idea Cellular limited 6Idea7 and #eliance India *o-ile 6#I*7
6#efer $3&i-it I7.
All t&e layers e3cet #I* offered ser(ices -ased on t&e Clo-al 9ystem for
*o-ile 6C9*7 tec&nology. #I* ro(ided ser(ices -ased on Code Di(ision
*ultile Access 6CD*A7 tec&nology as well as C9*.
As cometition in t&e telecom arena intensified> ser(ice ro(iders took new
initiati(es to woo customers. Prominent among t&ese were " cele-rity
endorsements> loyalty rewards> discount couons> -usiness solutions and talk time
sc&emes. T&e most imortant consumer segments in t&e cellular industry were t&e
yout& segment and t&e -usiness class segment. T&e yout& segment was t&e largest
and fastest growing segment and was t&erefore targeted most &ea(ily -y cellular
ser(ice ro(iders.
B&arti Tele"Eentures adoted cele-rity endorsement as its c&ief romotional
strategy. By 2!!4 it emerged t&e unrecedented leader commanding t&e largest
market s&are in t&e cellular ser(ice market. 6#efer $3&i-it II7. Futc& imlemented
t&e cele-rity endorsement strategy artially> relying rimarily on its creati(e
ad(ertising for t&e romotion of its -rand. B9,%> on t&e ot&er &and> attracted t&e
consumer t&roug& its low cost sc&emes. Being a state owned layer> B9,% could
co(er rural areas> and t&is &eled it increase its su-scri-er -ase. #eliance was
anot&er layer t&at cas&ed on its inno(ati(e romotional strategies> w&ic& included
cele-rity endorsements and attracti(e talk time sc&emes. Idea> relied &ea(ily on its
creati(e media ad(ertising sans cele-rities.
1222( AirTel3 Appropriatin& the !alue of =e+pression=
/(er t&e last coule of years> t&e market &as grown considera-ly> wit& deeer
enetration and wider usage of (oice and data ser(ices> accomanied -y muc&
59
&ig&er cometiti(e intensity>Q Atul Bindal> c&ief marketing officer> B&arti
TeleEentures> e3ands on t&is. QIn t&is conte3t> differentiating merely on network>
co(erage and 9*9 is 8ust not enoug&. Hou need to go -eyond all t&e rational
identifiers " w&ic& are rere;uisites in any case " and connect at a deeer le(el. @e
needed a strong differentiator in an increasingly commoditi0ed and crowded
market. @e found t&is differentiator in a core &uman trut& t&at defines our
category " w&ic& is t&at t&ere are moments w&en you need to make your oint>
w&en you need to -e &eard. $3ressing and communicating are er&as two of t&e
most -asic emotions. AirTel ena,les you to ma6e your point in the most
e+pressi!e "ay) anytime) any"here2 The campai&n is to"ards o"nin& this
throu&h =E+press yourself2= 7e ,elie!e =E+press yourself= allo"s us to connect
at a deeper le!el and create a lon&#term platform for the ,rand2>
<or AirTel> t&e c&allenge also lay in resenting a unified 2face2 to t&e consumer.
T&is assumes significance w&en (iewed in t&e lig&t of t&e comany2s re" and
ost"aid communication> w&ic&> in t&e ast> &ad -een treated (ery differently.
Brand image> as a result> was -eing dri(en in two different dimensions. QBrand
AirTel is a category leader straddling comletely different market segments suc&
as consumer> -usiness and cororate> as well as different (oice> data and ayment
latforms>Q says Bindal. Q2$3ress yourself2 ena-les t&e -rand to unify and connect
across t&e entire -ase of our e3isting and rosecti(e customers.Q
/ne of t&e most o-(ious -enefits of owning a roerty suc& as 2candid e3ression2
6and 2$3ress yourself27 is t&e e3ansi(e nature of t&e t&oug&t. QT&e moment you
&a(e as -road a can(as as 2$3ress yourself2> it -ecomes easy for anyone working
on t&e -rand to come u wit& new ideas and e3ecutions. T&at2s w&at makes a good
camaign idea>Q o-ser(es #ediff2s Pras&ant Cod-ole> w&o> along wit& creati(e
artner Rar(an Patel> concei(ed t&e camaign. T&is is 8ust t&e ro(er-ial ti of t&e
59
ice-erg> Patel adds. Q@e will -e taking t&e idea forward in many different ways in
t&e fort&coming work>Q &e informs. Patel also credits &is creati(e team for
Qfles&ing out t&e ideaQ
In /cto-er 2!!2> *agic led t&e market> wit& 3!I of t&e market s&are. B&arti
claimed t&at its strategies were one of t&e most am-itious e3eriments e(er in t&e
Indian re"aid cellular tele&ony market. Fowe(er> gi(en t&e increasing
cometiti(e ressure> dou-ts were -eing e3ressed regarding t&e a-ility of B&arti2s
marketing initiati(es to &el *agic retain its 2*agic2 in t&e future
AirTel launches 5?E @5oice ?uality EnhancerA for the first time in
Bol6ata
Introducing E=$ 6Eoice =uality $n&ancer7 for t&e first time in Kolkata. E=$ is a
re(olutionary new system t&at sectrally reduces -ackground noise. It eliminates
acoustic ec&o> ad8usts seec& le(els in -ot& directions and does away wit& low or
distorted seec& so t&at e(ery word of your2s can -e &eard clearly> w&ere(er you
may -e seaking from.
T&e E=$ tec&nology &as -een sourced from Tella-s of D9A> world leaders in
Eoice =uality tec&nology. 9ome of t&e rominent C9* oerators using Tella-s
solution in t&e world are 9ingTel> Bell 9out&> Telstra> BT Cell etc. T&e Tella-s
noise reduction tec&nology remo(es &ig& -ackground noise from t&e wireless side
of t&e call t&us deli(ering near wireline clear call ;uality
on mo-ile &ones. T&e Tella-s 3!!! series of (oice";uality en&ancement ec&o
tec&nology also eliminates t&e comle3ity of acoustic ec&o generated -y digital
mo-iles and &ands free kits.

59
9o go a&ead. $3ress yourself and feel t&e difference on Kolkata2s only ,on"9to
2.)C ,etwork
AITEL NE7S
B&arti Airtel inks D9D 4!! million network e3ansion contract wit&
,/KIA
B&arti Airtel limited1 =2 cas& rofit e3ceeds #s. 1>+!! crores> PBT crosses
#s. 1>!!! crores.
B&arti Airtel is amongst India's *ost Admired Knowledge enterrises in
2!!+.
9unil B&arti *ittal recei(es PT&e Fonorary <ellows&i' from I$T$.
,otice of ostal -allot for seeking consent of t&e s&are&olders on sc&eme of
amalgamation of 9atcom Broad-and $;uiments %imited and B&arti
Broad-and %imited wit& B&arti Airtel %imited.
B&arti Airtel to /-ser(e 9ilent eriod from /cto-er 1> 2!!+.
A-%AN T0NE COSSES AITEL4S E:CL0SI5IT1 BAIE
Cellular ser(ice ro(ider AirTel seems to &a(e &it t&e rig&t note wit& its new
commercial starring musician A # #a&man. T&e commercial w&ic& is currently on
air &as a -eat w&ic& also dou-les u as a ringtone w&ic& is ostensi-ly a(aila-le
only to AirTel users. But t&e interesting art is t&at t&e ringtone is -eing flaunted
not 8ust -y AirTel customers -ut -y customers of ri(al ser(ice ro(iders like BP%>
/range and Dol&in as wellN
59
S@e did e3ect t&e tune to catc& u -ut t&is &as really e3ceeded our e3ectations>T
admits B&arti Cellular's c&ief marketing officer 6western region7 Pratik Pota.
/(erall> &e e3lains> it is a great ad(ertising roduct for AirTel and works like a
Swalking> talking -rand am-assador.T
T&e ringtone w&ic& is also t&e 8ingle for AirTel's TE commercial> is ro(ing to -e
a otent ad(ertising tool for t&e comany. It is not (ery clear w&at t&is means for
t&e ot&er cellular oerators. Cellular users &a(e -een SforwardingT t&e tune to one
anot&er> w&ic& according to *r Pota> &as gi(en AirTel a c&ance to enter t&e Smind
of t&e userT irresecti(e of w&ic& ser(ice &e ots for.
SIt gi(es t&e user a c&ance to go -ack to t&e AirTel roduct and acts as a strong
reminder medium>T &e e3lains. *arketing rofessionals like 9amsika *arketing
Consultants' managing director Magdee Kaoor oint to t&e usage of an Saudio
cele-rityT as somet&ing t&at is significant.
ST&e normal ractice is to ot for film stars and sortsmen rat&er t&an an audio
ersonalityT &e says.
#i(als> t&oug& seemingly unfa0ed -y t&e &enomenon> seem to -e doing t&eir own
&omework on t&is -rand of ad(ertising. @&ile none of t&em commented on
AirTel's strategy and its imact on t&eir own su-scri-er -ase> one ad(ertising
rofessional working wit& a ri(al ser(ice ro(ider oines t&at t&e tune is
StransientT and not likely to &a(e any long term imact as a -rand -uilding tool.
Being t&e latest entrant in t&e *um-ai circle> AirTel &as &ad to find ways of
cutting t&roug& t&e clutter. 9ays *r Kaoor>T AirTel will &a(e try to find ways to
attract new customers and con(ert t&e e3isting ones.T $3laining t&at t&e usage of
59
an audio cele-rity was more Sstrategic t&an tacticalT> &e adds t&at non"AirTel users
will &a(e t&e AirTel S-rand e3erienceT insite of not using t&e ser(ice.
@&ile *r Pota &ig&lig&ts t&e fact t&at t&e usage of t&e tune -y ot&er oerators
means Sfree ad(ertisingT for AirTel and t&e users &a(ing a ositi(e disosition
towards t&e roduct> t&e nature of reaction from cometition remains unclear.
SCometition will not do well to adot a knee 8erk reaction and will &a(e to come
out wit& ad(ertising t&at is well t&oug&t outT e3lains *r Kaoor. Fe anticiates a
situation w&ere t&e new entrant 6AirTel7 will continue to -e more aggressi(e.
1222C %ILESTONE OF CO%.AN1
1 *o-ile &one oerator> B&arti Airtel> -ecame t&e first Indian telecom
comany to ser(e )! million customers last mont&> and is now t&e world's
tent& largest wireless carrier.
2 B&arti &as dou-led its user -ase in t&e ast 14 mont&s alone> and &oes to
reac& 1!! million su-scri-ers -y 2!1!> according to comany e3ecuti(es.
3 S/ur ne3t )! million will largely come from rural India as our lan is to reac&
)>2!! census towns and o(er fi(e lak& (illages> co(ering 4+ er cent of t&e
Indian oulation>T said B&arti Airtel resident and C$/> *ano8 Ko&li> at a
news conference t&is week.
4 B&arti Airtel> India's leading telecommunication ser(ices ro(ider> today
announced t&at it &ad crossed t&e )! million customer mark. @it& t&is> B&arti
Airtel &as ac&ie(ed t&e distinction of -ecoming t&e fastest ri(ate telecom
comany in world to ac&ie(e t&is landmark in a single country " wit&in 143
59
mont&s of start of oerations. T&e )! million customer -ase co(ers mo-ile as
well as -road-and A tele&one customers.
) Commenting on t&is ma8or glo-al landmark> *r. Ak&il Cuta> Moint *anaging
Director> B&arti Airtel said> S@e are delig&ted to &a(e ac&ie(ed t&is ma8or
landmark> w&ic& uts B&arti Airtel amongst t&e to telecom comanies in t&e
world. It underlines t&e strengt& of our uni;ue -usiness model and our (ision
to ro(ide afforda-le ser(ices like lifetime reaid to customers across t&e
lengt& and -readt& of t&e country. I would like to t&ank our artners for
&a(ing s&ared our (ision. T&is milestone &ig&lig&ts t&e emergence of India as
one of t&e to telecom markets in t&e world and we are roud to &a(e -een at
t&e forefront of t&is growt&. Coing forward> we -elie(e t&is growt& momentum
will remain intact and we are gearing towards t&e 1!! million customers
mark.T
+ B&arti Airtel crossed t&e 1! million customer mark in ,o(em-er 2!!4. In Muly
last year> it crossed t&e 2) million customer mark.
5 T&e comany added t&e ne3t 2) million customers in 8ust 14 mont&s. T&is is
amongst t&e fastest rate of customer additions -y any telecom comany in t&e
world.
. *r. *ano8 Ko&li> President A C$/> B&arti Airtel added> ST&is is a (ery roud
moment for us and I would like to t&ank our )! million customers for
-elie(ing in Airtel. It is a tri-ute to our commitment to ro(ide -est"in"class
ser(ices to our customers and lead t&e market wit& e3citing inno(ations. @e
are committed to create a world"class organi0ation and -enc&mark it wit& t&e
-est in t&e world. As t&e market gets ready for t&e ne3t wa(e of growt&> we are
59
committed to e3anding our telecom networks wider and deeer across t&e
country and artner India's growt& story.T
4 In the mo,ile ,usiness> B&arti Airtel lans to make considera-le in(estments
in ,etwork e3ansion to esta-lis& resence in all census towns and o(er
)!!>!!! (illages across India -y 2!1!> t&ere-y co(ering 4)I of t&e country's
total oulation. T&e comany's strategic focus will -e on furt&er
strengt&ening t&e Airtel -rand t&roug& -est"in"class customer ser(ice> w&ic& is
-acked -y wide national distri-ution.
1! In the Enterprise ,usiness> B&arti Airtel will in(est su-stantially in t&e long
distance -usiness to ac&ie(e t&e scale of a glo-al carrier wit&in ne3t 2"3 years.
It is also strengt&ening t&e cororate -usiness towards -ecoming a referred
managed ser(ices artner for t&e to 2!!! cororations. In Broad,and *
Telephone SB0> B&arti Airtel will initiate large"scale deloyments of
-road-and network infrastructure in 44 towns> wit& a s&ar focus on t&e &ome
and 9*$ segments. It is readying to offer trile lay to its customers wit& t&e
launc& of its IPTE ser(ice.
AirTel has ta6en the lead on many occasions2 It has ,een the first
To launc& Cellular ser(ice in Del&i on ,o(em-er> 144).
/erator to re(olutionali0e t&e concet of retailing wit& t&e
inauguration of AirTel Connect 6e3clusi(e s&owrooms7in 144).
To e3and it2s network wit& t&e installation for second mo-ile
switc&ing center in Aril> 1445 and t&e first in Del&i to introduce t&e
Intelligent ,etwork Platform <irst to ro(ide #oaming to its
su-scri-ers -y forming an association called @orld 1 ,etwork.
59
<irst to ro(ide roaming facility in D9A. AirTel &as t&e largest
automatic roaming ser(ice >S%AT OA%># ,ational in 4!! cities
in India and Q9*A#T #/A*Q " International in o(er +! countries
and 4) networks all o(er t&e world.
It is also t&e first comany to e3ort its roducts to t&e D9A.
1222D A7A/S
B&arti airtel draws to &onors at t&e mis asia It e3cellence awards 2!!+
B&arti airtel among t&e to 1! -est erforming Comanies in t&e world
according to Businessweek it 1!! list.
9unil -&arti mittal is t&e Sceo of t&e yearT at T&e frost and sulli(an asia
acific awards 2!!+ And -&arti airtel -ags Swireless ser(ice Pro(ider of t&e
yearT and Scometit(e ser(ice Pro(ider of t&e yearT.
B&arti tele"(entures is t&e S-est Indian CarrierT at t&e telecom asia awards
2!!+


59

C-A.TE#2
E5IE7 OF LITEAT0E
221 e!ie" of Literature
59
221@aA "hat is customer satisfactionE
Customer satisfaction refers to &ow satisfied customers are wit& t&e roducts or
ser(ices t&ey recei(e from a articular agency. T&e le(el of satisfaction is
determined not only -y t&e ;uality and tye of customer e3erience -ut also -y t&e
customer's e3ectations.
Customer satisfaction is one of t&e main o-8ecti(es of any organi0ation. $(ery
organi0ation tries to know t&e customer satisfaction a-out t&eir roducts. 9o a
study on customer satisfaction &els t&e organi0ation as well as me to gain a (ast
knowledge o(er t&e real world tastes and references of customer
@&et&er t&e -uyer is satisfied after urc&ase deends on t&e offers erformance in
relation to t&e -uyer's e3ectations. In general satisfaction is a erson's feelings of
leasure or disaointment resulting from comaring a roducts ercei(ed
erformance in relation to &is or &er e3ectations.
As t&is definition makes clear> satisfaction is a function of ercei(ed erformance
and e3ectations. If t&e erformance falls s&ort of e3ectations> t&e customer is
dissatisfied. If t&e erformance matc&es t&e e3ectations> t&e customer is satisfied.
If t&e erformance e3ceeds e3ectations> t&e customer is &ig&ly satisfied or
delig&ted.
*any comanies are aiming for &ig& satisfaction -ecause customers w&o are
8ust satisfied still find it easy to switc& w&en a -etter offer comes along. T&ose w&o
are &ig&ly satisfied are muc& less ready to switc&. Fig& satisfaction or delig&t
creates an emotional -ond wit& t&e -rand> not 8ust a rational reference. T&e result
is &ig& customer loyalty.
59
221@,A 7hy is it importantE
T&ere are a num-er of reasons w&y customer satisfaction is imortant in
AI#T$%1
*eeting t&e needs of t&e customer is t&e underlying rationale for t&e
e3istence of community ser(ice organi0ations. Customers &a(e a rig&t
to ;uality ser(ices t&at deli(er outcomes.
/rgani0ations t&at stri(e -eyond minimum standards and e3ceed t&e
e3ectations of t&eir customers are likely to -e leaders in t&eir sector.
Customers are recogni0ed as key artners in s&aing ser(ice
de(eloment and assessing ;uality of ser(ice deli(ery.
T&e rocess for measuring customer satisfaction and o-taining feed-ack on
organi0ational erformance are (alua-le tools for ;uality and continuous ser(ice
imro(ement.
59
222 O,Fecti!es
T&e main urose and o-8ecti(e for t&is study is
To know w&et&er t&e signal is good in t&eir area
To find out if t&ey are satisfied and aware of t&e ser(ices and offers
ro(ided
To recommend measures for imro(ing t&e roduct
22$ Limitations
T&e study is restricted only to AI#T$%> C&ennai resondents. T&e (iew
of t&eir ot&er areas is not taken.
<ew resondents answer was collected.
#esondents concentrated w&ere t&e customers of AI#T$% only.
9ince t&e researc&er selected )! samle si0e it is not sufficient to co(er
oinion of entire oulation.
Time duration in conducting t&e researc& is (ery low.

59
C-A.TE#$
ESEAC-
%ET-O/OLO;1
59
$21 esearch %ethodolo&y3
*et&odology is a way to systematically sol(e t&e researc& ro-lem. It may
-e understand as a science of studying &ow researc& is done scientifically.
#esearc& *et&odology is a ste -y ste study of a ro-lem. P&ysical acti(ities
in(ol(ed in t&e study are1
De(eloing t&e ;uestionnaire regarding t&e customer satisfaction of t&e
roduct
/timum resondents as a samle si0e are c&osen for t&e acti(ity to
resem-le t&e entire oulation.
Cet t&e ;uestionnaire filled -y t&e customers in t&e lace t&roug& inter(iew
or ersonal interaction.
Analysis of data on comuter wit& secial market researc& statistical
ackage called 9P99.
In t&is researc& ;uestionnaire is framed in suc& a way management wants to
know &ow t&e customers are taking t&ings t&at t&ey &ad done to t&em and to find
out t&e e3ectation of t&e customers t&us it will imact in olicy making of t&e
firm in t&e current fiscal year.
T&e ;uestionnaire designed &ad closed ;uestion to find t&e resondents
actual feeling as well as t&eir oinion rating a-out t&e satisfaction regarding t&e
roduct.
59
T&e met&odology followed for conducting t&e study includes t&e
secification of researc& design> samle design> ;uestionnaire design> data
collection and statistical tools used for analy0ing t&e collected data.
$21 ESEAC- /ESI;N3
T&e researc& design is t&e concetual structure wit&in w&ic& researc& is
conducted. It constitutes t&e -luerint for t&e collection> measurement and analysis
of data.
/escripti!e research
T&is study is descriti(e in nature w&ere t&e data is collected t&roug& well
structured ;uestionnaire and from t&e information taken from t&e customers.
$22 Samplin& /esi&nGTechniHues3
9amling is t&e rocess of selecting a sufficient num-er of elements from
t&e oulation> so t&at a study of t&e samle and an understanding of its roerties
or c&aracteristics would make it ossi-le for us to generali0e suc& roerties or
c&aracteristics to t&e oulation elements.
9amling design is to clearly define set of o-8ects> tec&nically called t&e
uni(erse to -e studied. T&e samling design used in t&is study is ro-a-ility
samling. 9amling tec&ni;ue used is 9imle #andom samling.
.opulation3
Poulation for t&is researc& is set as costumers w&o are using AI#T$%
Sample siIe3
T&e researc& was conducted in C&ennai wit& )! resondents.
59
$2$/ata Collection %ethods3
Collection of data includes -ot& rimary and secondary data. T&e researc&er
&as collected -ot& of t&e a-o(e data. T&e data collected constitutes -ot& rimary
and secondary data.
.rimary data3
Primary datum are collected t&roug& o-ser(ation> direct communication wit&
resondent> and finally -y distri-uting ;uestionnaire to t&e emloyees using
#andom samling tec&ni;ue t&e emloyees are selected to fill t&e ;uestionnaire.
Secondary /ata
9econdary datum is collected from t&e official record to o-tain information's
regarding t&e rate of a-senteeism and t&e (arious reasons for a-senteeism.
$2' Statistical Tools 0sed
T&e main statistical tools used for t&e collection and analyses of data in t&is
Pro8ect are1
U=uestionnaire
UBar Diagrams
59
C-A.TE#'
ANAL1SIS *
INTE.ETATION
59
'21 Analysis * Interpretation3
T&e resonses of t&e customers are (alued in t&is analysis to find t&e
satistaction of t&e roduct. T&e ercentage analysis gi(es t&e ercentage of t&e
resondent's satisfaction wit& regards to t&e (arious comonents w&ic& dri(es
t&em to -uy t&e roduct
Ta,le No2'21213 Ta,le sho"in& the opinion on si&nalin& at their area
<re;uency Percentage 6I7
Cood signal 41 .4
Bad signal 4 1+
Total )! 1!!
Chart No2'21213 chart sho"in& the opinion on si&nal at their area

Interpretation3
T&e ta-le s&ows t&at .4I consumers feel t&at signal of AI#T$% at t&eir area is
good> remaining 1+I of t&em feel t&at signal is not good
59
Ta,le No2'21223 Ta,le sho"in& the opinion on customer care ser!ices
<re;uency Percentage 6I7
9atisfied 34 +.
,ot satisfied 1! 2!
,e(er used + 12
Total )! 1!!
Chart No2'21223 Chart sho"in& the opinion on customer care ser!ices
Interpretation3
T&e ta-le s&ows t&at +.I of t&e customers are satisfied wit& t&e customer care
ser(ices> w&ere as 2!I are not satisfied and t&e remaining 12I doesn't use
customer care ser(ices .
59
Ta,le No2'212$3 Ta,le sho"in& the opinion on customer care employee4s
response to customers Huestions
<re;uency Percentage 6I7
Cood resonse 3) 5!
Bad resonse 1) 3!
Total )! 1!!
Chart No2'212$3 Chart sho"in& the opinion on customer care employee4s
response to customer4s Huestions
Interpretation3
T&e ta-le s&ows t&at 5!I of t&e customers say t&at customer care emloyees
resonse is good> remaining 3!I say t&at t&e emloyees resonse was -ad and
t&ey were not satisfied
59
Ta,le No2'212'3 Ta,le sho"in& "hether customers use INTENET
ser!ices
<re;uency Percentage 6I7
Dsing 2+ +)
,ot using 14 3)
Total )! 1!!

Chart No2'212'3 Chart sho"in& "hether they are usin& INTENET
ser!ices
Interpretation3
T&e ta-le s&ows t&at +)I of t&e customers use internet remaining 3)I don't use
internet ser(ices
59
Ta,le No2'212(3 Ta,le sho"in& opinion on INTENET ser!ices
<re;uency Percentage 6I7
9atisfied 24 +!
,ot satisfied 1+ 4!
Total )! 1!!
Chart No2'212(3 Chart sho"in& opinion on INTENET ser!ices
Interpretation3
T&e ta-le s&ows t&at +!I of t&e customers are satisfied wit& internet ser(ices
remaining 4!I are not satisfied wit& internet ser(ices
59
Ta,le No2'212C3 Ta,le sho"in& num,er of times customers lo& into internet
.er day
Chart No2'212C3 Chart sho"in& num,er of times customers lo& into internet
per day
Interpretation3
T&e ta-le s&ows t&at 3)I of t&e customers are log into internet more t&an once
er day>1.I twice er day> 12I once er day and t&e remaining 3)I do not use
internet ser(ices
Ta,le No2'212D3 Ta,le sho"in& ratin& for internet speed
<re;uency Percentage 6I7
<re;uency Percentage 6I7
/nce ) 12
Twice 5 1.
*ore 14 3)
,ot e(en once 14 3)
Total )! 1!!
59
) 12
13 32
4 23
3 .
1! 2)
Total
Chart No2'212D3 Chart sho"in& ratin& for internet speed

Interpretation3
T&e ta-le s&ows t&at 12I rated )"star> 32I rated 4"star> 23Irated 3"star>.I using
2"star and t&e remaining 2)Irated 1"star
Ta,le No2'212J3 Ta,le sho"in& %a+imum rechar&e per month
<re;uency Percentage
1!"1!! + 12
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1!!"2!! 15 34
2!!"3!! . 1+
3!!"4!! 4 1.
4!!")!! ) 1!
A-o(e )!! ) 1!
Total )! 1!!
Chart No2'212J3 Chart sho"in& %a+imum rechar&e per month
Interpretation3
T&e ta-le s&ows t&at 34I use 1!"1!!> 1+Iuse 1!!"2!!> 1+I use 2!!"3!!> 1.I
use 3!!"4!!> 1!I use 4!!")!! and 1!I use a-o(e )!!
Ta,le No2'212K3 Ta,le sho"in& "hether offers are used ,y customers
<re;uency Percentage 6I7
59
Dsed 3. 5.
,ot used 11 22
Total )! 1!!
Chart No2'212K3 Chart sho"in& "hether offers are used ,y customers
Interpretation3
T&e ta-le s&ows t&at 5.I of t&e resondent use offers w&ere as t&e remaining 22I
doesn't use
Ta,le No2'2121L3 Ta,le sho"in& offers used ,y customers
<re;uency Percentage
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9TD call cutter 1! 2!
%ocal call cutter 11 22
I9D call cutter 2 4
*essage offer 2! 4!
9ongs ) 1!
/t&ers 2 4
Total )! 1!!
Chart No2'2121L3 Chart sho"in& offers used ,y customers
Interpretation3
T&e ta-le s&ows t&at 2! Iare using 9TD call cutter> 22I is using local call cutter>
4I is using I9D call cutter> 4!I are using message offer> 1!I are using songs
and t&e remaining 4I are using ot&er offers
Ta,le No2'212113 Ta,le sho"in& opinion on offers used ,y customers
59
<re;uency Percentage 6I7
9atisfied 3) 5!
,ot satisfied 5 12
,eutral . 1+
Total )! 1!!
Chart No2'212113 Chart sho"in& opinion on offers used ,y customers
Interpretation3
T&e ta-le s&ows t&at 5!I are satisfied wit& offers> 12I are not satisfied and t&e
remaining 1+I is neutral
Ta,le No2'212123 Ta,le sho"in& up to date "ith current offers
<re;uency Percentage 6I7
59
D to date 25 )4
,ot u to date 23 4+
Total )! 1!!
Chart No2'212123 Chart sho"in& up to date "ith current offers
Interpretation3
T&e ta-le s&ows t&at )4 I are u to date wit& offers and t&e remaining 4+I are not
u to date
Ta,le No2'2121$3 Ta,le sho"in& "hether they used other net"or6
Connection other than AITEL
59
<re;uency Percentage 6I7
Dsed 24 ).
,ot used 21 42
Total )! 1!!
Chart No2'2121$3 Chart sho"in& "hether they used other net"or6
Connection other than AITEL
Interpretation3
T&e ta-le s&ows t&at ).I used ot&er network connections and t&e remaining 4.I
did not use
Ta,le No2'2121'3 Ta,le sho"in& opinion on AITEL compared to other
connection
59
<re;uency Percentage 6I7
Better 25 )4
,ot -etter 23 4+
Total )! 1!!
Chart No2'2121'3 Chart sho"in& opinion on AITEL compared to other
connection
Interpretation3
T&e ta-le s&ows t&at )4I feel t&at AI#T$% is -etter comared to ot&er network
connection w&ere as t&e ot&er 4+I feel t&e oosite
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C-A.TE#(
FIN/IN;S) S0;;ESSTIONS
* CONCL0SION
(21 FIN/IN;S3
T&is c&ater deals wit& t&e ma8or findings of t&e study w&ic& are as follow
*ost eole fell t&at AI#T$% signal is good
59
/nly &alf of t&e eole are satisfied wit& t&e customer care ser(ices
3!I of t&e eole are not satisfied wit& t&e customer care emloyees
resonse
*ore t&an &alf of t&e eole are satisfied wit& t&e Internet ser(ices
/nly (ery few eole say t&at Internet seed is &ig&
A (ery large num-er of eole get 1!!"2!! rec&arge er mont&
*ost eole were aware of t&e offers ro(ided and many of t&em are
using more t&an one offer> and most of t&em are satisfied wit& t&e
offers.
In t&e offers ro(ided> most of t&em are using message offer in
com-ination wit& ot&er offer
D to &alf of t&e eole &ad used connections ot&er t&an AI#T$%
But most of t&e eole find t&at AI#T$% is -etter t&an ot&er network
(22 S0;;ESTIONS
T&e main o-8ecti(e of e(ery analysis is to find w&et&er t&e customers are
satisfied wit& t&e ser(ices ro(ided. <ollowing are some of t&e suggestions gi(en
for t&e imro(ement of t&e roduct and ser(ices
59
*ost t&e eole are satisfied wit& t&e offers ro(ided -ut still some of
t&em suggested t&e following for -etterment
" %ocal and 9TD rates s&ould -e slas&ed down furt&er
" 1 aisa er min offer s&ould -e introduced
" Customers feel t&at comared to ot&er network ser(ices offers
ro(ided are less
" *ore slas& in I9D rates
#egarding t&e internet connection customers feel t&at t&e wireless
modem ro(ided s&ould -e of more seed i.e.> t&ey want it to -e as
seed as t&e landline modem
$(en t&oug& many eole are satisfied wit& t&e ,etwork range -ut
eole from remote areas of C&ennai want imro(ement in t&e
network connection
Customers suggested to imro(e t&e customer care ser(ices and t&e
resonse gi(en -y t&e customer care emloyees s&ould -e imro(ed
9ome suggested t&at t&e dialer tune ser(ices s&ould -e increased
(2$ CONCL0SION 3
In t&e conclude note of my researc& I am confident to say t&at t&e study ga(e
an oortunity to analy0e (arious factors regarding customer satisfaction.
59
T&e samle si0e is (ery low so it is (ery difficult concluding it -y saying
t&at it is t&e (iew of w&ole oulation.
T&e time ro(ided for t&e researc& is less.
I &a(e understood &ow a researc& study is to -e conducted and reare a
comre&ensi(e reort. 9o on and so fort& t&e study &as gi(en me a lot of e3osure
like meeting and talking wit& different eole.
59
ANNE:0E
Questionnaire
AITEL ## C0STO%E SATISFACTION
59
1. ,ame1
2. 9e3 1 <emale *ale
3. Age 1 1)"2) 2)"3) 3)"4) 4)")) ))"+) A-o(e +)
4. Address1 VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
). Profession1 student Business P(t.emloyee C(t.emloyee
ot&ers
+. Is AI#T$%'s signal at your area is goodW
Hes ,o
5. Are you satisfied wit& our customer care ser(icesW
9atisfied ,ot satisfied ,e(er used
.. Does our customer care emloyees resond well for your ;uestions
Cood resonse Bad resonse ,e(er used
4. Do you use Internet ser(ices
Hes ,o don't know t&at internet connection was t&ere
If yes> are you satisfied wit& internet ser(ices1 Hes ,o
1!. Fow many times do you login to internet er day
/nce twice more not e(en once
11. #ate t&e internet seed


12. *a3imum rec&arge er mont&
1!"1!! 1!!"2!! 2!!"3!! 3!!"4!! 4!!")!! A-o(e )!!
59
13. Are you using any offers
Hes ,o
If yes> mark t&e offers you are using now
9TD call cutter %ocal call cutter I9D call cutter
*essage offer 9ongs ot&ers
14. Are you satisfied wit& t&e offers
9atisfied ,ot satisfied ,e(er used
1). Are you udate wit& current offers
Hes ,o
1+. Did you use any ot&er network connection ot&er t&an AI#T$%
Hes ,o
15. Do you feel AI#T$% is -etter t&an any ot&er connections
Better ,ot -etter
1..Any suggestions1VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV


59
BIBLIO;A.-1
Bi,lio&raphy
7e, sites3
59
www.wikiedia.com
&tt1::management&el.org:customer:satisfy.&tm
&tt1::airtel-road-and.in:ws:wcm:connect:airtel.in:airtel.in:Fome
&tt1::www.customersatisfaction.com:
&tt1::www.markoswe-.com:www:airtel.in:
&tt1::www.1!!!(entures.com:-usinessVguide:crosscuttings:customerVsatisfaction.
&tml