A

REPORT
ON

“MEASUREMENT OF CUSTOMER SATISFICTION ON

STD/PCO SERVICES OFFERED BY BHARTI
TELEVENTURES IN BHOPAL WITH RESPECT TO TATA
INDICOM”

Submitted By
Mr.SACHIN JAIN
EN.No.6ND09478
INC SAGAR

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 A
REPORT
ON

“MEASUREMENT OF CUSTOMER SATISFICTION ON

STD/PCO SERVICES OFFERED BY BHARTI
TELEVENTURES IN BHOPAL WITH RESPECT TO TATA
INDICOM”

By
Mr.Sachin Jain
“MBA REGULAR”

Company Guide Faculty guide faculty supervisor

Mr.Tarun Surve Mrs.Nupur Tiwari Dr. Sumat Kumar Jain
(Airtel) INC-Bhopal INC-Sagar

A report Submitted in partial fulfillment of the Requirement of

MBA PROGRAM (CLASS OF 2006-2008)
ICFAI NATIONAL COLLAGE

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 TABLE OF CONTENTS

1. Acknowledgements 4
2. Certificate 5
Declaration 7
3. List Of Table & Illustrations 8
4. Abbreviations 9
5. Abstract 10
6. Introduction 12
a. Objective 27
b. Limitations 28
7. Research Methodology 29
8. Review of literature 32
9. Empirical Analysis 35
10. Findings and suggestions 44
11. Conclusions and Recommendations 48
12. Appendices 49
13. References 50
14. Glossary 51

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 ACKNOWLEDGEMENT

Acknowledging debt is not easy to us as we are indebted to many people but

firstly towards my father and mother those who have given me opportunity to
be in such a professional course. After that I am indebted to Mr. Tarun Surve
(Zonal Manager) Bharti Televentures ltd. Bhopal for their sincere guidance
and valuable suggestion in formulating the project.
My acknowledgement debt will be incomplete if I fail to give sincere thank to
my faculty guide Mrs. Nupur Tiwari, and Ms.Devagya Shrivastava (SIP Co-
ordinater INC Sagar) as without her suggestion the project would not have
materialized of.
I express my profound gratitude to my esteemed, unswerving and erudite
supervisor, Dr. Sumat Kumar Jain, Faculty Member (Finance), for making
me the fortunate enough to get the opportunity to work under his supervision
and guidance. The keen interest shown by him, his caring attitude, co-
operation, inspiration and continuous encouragement and motivation enabled
me to complete my research work.
Last but not the least I would like to thanks all the faculties of INC Bhopal and
Sagar and employees of Airtel for their kind cooperation and guidance.

SACHIN JAIN
En.No 6ND09478

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 (Certificate from Faculty Supervisor)

CERTIFICATE

This is to certify that the Management Thesis-I titled “MEASUREMENT OF

CUSTOMER SATISFICTION ON STD/PCO SERVICES OFFERED BY BHARTI
TELEVENTURES IN BHOPAL WITH RESPECT TO TATA INDICOM”Submitted by
MR. SACHIN JAIN Enrolment No: 6ND09478 during Semester-III of the PG Program
(Class of 2008) embodies original work done by him.

Faculty Supervisor
(Dr. Sumat Kumar Jain)
[Faculty Member (Finance) INC SAGAR]

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 CERTIFICATE

This is to certify that this is a bonafide record of project work entitled

“Measurement of customer satisfaction on STD/PCO Services offered by Bharti

Televentures in Bhopal with respect to Tata indicom”

By
Mr. SACHIN JAIN

Final year MASTER IN BUSINESS ADMINISTRATION

During the academic year 2006-2008

in partial fulfillment of the requirement for the award of the Degree of MASTER IN
BUSINESS ADMINISTRATION

FACULTY GUIDE
Mrs.NUPUR TIWARI
INC-Bhopal

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 DECLARATION

I, SACHIN JAIN, here by declaring that the dissertation entitled “Measurement of

customer satisfaction on STD/PCO Services offered by Bharti Televentures in
Bhopal with respect to Tata indicom” has been personally done by me under the
guidance of MR TARUN SURVE in partial fulfillment of the requirement for the
completion of Degree of “MASTER IN BUSINESS ADMINISTRATION”
All the data represented in this dissertation is true & correct to the best of my
knowledge & belief. This work has not been submitted for any other
degree/diploma exam elsewhere.

Place: Name:
BHOPAL SACHIN JAIN

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 LIST OF TABLE & ILLUSTRATIONS

TABLES

Table-1 (Bharti Airtel) 11

Table-2 (Organization
( Structure) 14

GRAPHS

Graph-1 (Market Share of Airtel) 18

CHART

Chart-2 (Bharti
( Airtel Ltd) 20

Chart-4 (Data
( Collection) 29

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 ABBREVIATIONS
BTVL Bharti Tele-Ventures Limited

DSL Digital Subscriber Line

BSNL Bharat Sanchar Nigam Limited

BSE The Stock Exchange, Mumbai,

USD United State Dolor

SEA-ME-WE-4 South East Asia-Middle East-Western Europe – 4

CMD Chief Managing Director

Sub's Subscribers

B&T Broadband & telephone services

NSE National Stock Exchange of India Limited

IPO I Initial public offering

CEO Chief Executive Officer

SMS Short Messaging Service

GPRS Geniuq Pocket Radio System

SMB Small and Medium Business

STD Subscriber Trunk Dialing

ISD International Trunk Dialling

PCO Public call office

ASAP As Soon As Possible

OJT On the Job Training

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 SUMMARY
The research conducted was descriptive in nature. Bhopal segment was surveyed to
attain certain results. The survey was conducted to analyze the customer Satisfaction for
Airtel GSM-PCO. The survey was to find out how much customer is Satisfy about the
STD-PCO, find out the factors which would influence the buying decision of the customer
and to highlight the awareness about various facts regarding the stock and his preference
and willingness to trade.

With these objectives in mind, a survey was conducted in the Bhopal region.
Questionnaire method was used to obtain the required information. Convenient sampling
was used as the mode of conducting the survey. Care was taken that the respondents were
as diversified as possible, with all the regions being given equal weight age and the sample
size being suitably divided among various regions.

A sample size of about 200 people was taken for this purpose form various parts of
Bhopal. After the survey was complete, the data was first sorted, and then analyzed on the
chosen parameters. This analyzed data was later converted into various forms of graphs
such as pie-chart bar graphs. This was to make results easily comprehensible by anyone
going through the report. This also made it easy to draw conclusions based on the research
and provide a presentable format of the report.

Later on all this information was compiled in the form of a presentable and comprehensible
data.

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 MANAGEMENT THESIS TITLE

“MEASUREMENT OF CUSTOMER SATISFICTION ON

STD/PCO SERVICES OFFERED BY BHARTI
TELEVENTURES IN BHOPAL WITH RESPECT TO TATA
INDICOM”

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 INDUSTRIAL PROFILE

BHARTI AIRTEL
Formerly known as Bharti Tele-Ventures Limited (BTVL) is among India's largest
mobile phone and Fixed Network operators. With more than 28.6 million subscriptions as
of September 2006, the company is one of the world's fastest growing telecom companies.
It offers its mobile services under the Airtel brand and is headed by Sunil Mittal, one of
India's richest men with a total worth of US$2.6 billion. The company is the only operator
to provide mobile services in all the 23 circles in India. The company also provides
telephone services and Internet access over DSL in 14 circles. The company complements
its mobile, broadband & telephone services with national and international long distance
services. The company also has a submarine cable landing station at Chennai, which
connects the submarine cable connecting Chennai and Singapore. The company provides
reliable end-to-end data and enterprise services to the corporate customers by leveraging
its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles,
VSATs, ISP and international bandwidth access through the gateways and landing station.
Although Bharti Airtel is the largest mobile service provider, BSNL, the state run mobile
and wire line service provider is the market leader as of 30 August 2006 customer's base.

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Type Public, Listed on BSE

Founded 1985

Headquarters
New Delhi, India

Key people Sunil Mittal

Industry Telecom

Product Mobile and Fixed-Line Telecommunication

operator

Revenue USD 3.66 billion

Slogan Express Yourself

Website http://www.Bharti.com

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 TELECOM MARKET

 The unprecedented growth in the mobile market is, perhaps, the most vivid facet of
India's economic transformation since the mid 1990s. Mobile technology and
services came to India less than a decade ago. In the early days, a mobile was seen
to be a fashion statement for the rich. Today, it is accepted as a basic
communication medium for all socio-economic segments. As the pioneer and
frontrunner, Airtel has been instrumental in leading and ushering in the mobile
revolution in India.
 The Indian mobile market is, today, amongst the fastest growing and the most
competitive in the world.
 There were 34.6 million mobile phone subscribers in the country as of April 2004
(Source: Cellular Operators' Association of India and Association of Basic Telecom
Operators). With approximately seven million subscribers, Airtel commands nearly
20% share of the market - making it the number one brand in the country. Airtel's
world class service and innovative products have enabled it to establish this
position of leadership.

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 ACHIEVEMENTS

The market. An Airtel's journey to leadership began in Delhi in 1995. Since then,
Airtel has established itself across India in sixteen states covering a
Population of over 600 million people. Airtel will soon cover the entire country
through a process of acquisitions and green field projects. With a presence in over
1,400 towns, Airtel today has the largest network capacity in the country.
In the last nine years Airtel has achieved many firsts and unique records: it was the
first to launch nationwide roaming operations, it was the first to cross the one million
and the five million customer marks. It was also the first to launch services overseas.
There are other 'firsts' credited to Airtel - many of them in the area of innovative
products and services. Today, Airtel innovates in almost everything that it presents to.
Excellent example is Easy Charge - India's first paperless electronic recharging
facility for prepaid customers. As evidence of its fine record, Airtel has also been
conferred with numerous awards. It won the prestigious Techies Award for 'being the
best cellular services provider' for four consecutive years between 1997 and 2000 - a
record that is still unmatched. And in 2003, it received the Voice & Data Award for
being 'India's largest cellular service provider', amongst others.
As part of its continuing expansion, Airtel has invested over Rs. 1,065 billion in
creating a new telecom infrastructure. In 2003/04, Bharti Tele-Ventures earned a
gross profit of Rs. 16 billion on revenues of Rs. 50 billion.

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ORGANIZATION STRUCTURE

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SUCCESS STORY OF BHARTI

 Bharti Enterprises has successfully focused its strategy on telecom while straddling
diverse fields of business
 It all began as a Small Industry
 Bharti Tele-Ventures is today acknowledged as one of India's finest companies, and
its flagship brand 'Airtel', has over 12 million customers across India
 Recently, Bharti has successfully launched an international venture with EL
Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri- products
exclusively to markets in Europe and USA

BUSINESS DIVISIONS
 Mobile Services – Bharti Airtel offers GSM mobile services in all the 23-
telecom circles of India and was the first private telecom service provider to
connect all states of India.

 Broadband & Telephone Services – Our Broadband (DSL) & telephone

services (fixed line) are present in the 92 cities across India.

 Enterprise Services (Carriers) – With 35,016 kilometers of optic fiber

network we are a leading national long distance service provider. For international
connectivity to east, we have a submarine cable landing station at Chennai. For
international connectivity to the west, the Company is a member of the South East
Asia-Middle East-Western Europe – 4 (SEA-ME-WE-4) consortiums along with 15
other global telecom operators.

 Enterprise Services (Corporate) – The group focuses on delivering

telecommunications services as an integrated offering including mobile, broadband
& telephone, national and international long distance and data connectivity services
to India's leading 1300 corporate,

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COMPANY PROFILE

 The Company: Bharti Airtel Ltd.

Formally Known as Bharti Televentures Limited
The Customers: 3, 90, 12,597
 GSM: 3,71,41,210
 Broad Band & Telephone: 1,87,1,387
 CMD: Sunil Bharti Mittal
 Market Share: 26%
 Connectivity: Provides best connectivity with submarine cable landing station at
Chennai

The businesses at Bharti Airtel have been structured into three individual strategic
business units (Sub'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 corporate. All these services are provided under the
Airtel brand.

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VISION
By 2010 Airtel will be the most admired brand in India:.
Loved by more customers.
Targeted by top talent
Benchmarked by more business.

INNOVATIONS
We are changing the way India communicates by offering innovations that not only add
value to people's lives but also deliver an unmatched customer experience.
We were the first to.
Provide electronic recharge for mobile phones
Initiate music retailing in the world with “Easy Music” and the first to offer a Lifetime
Prepaid service.
Provide innovations such as Bollywood movie premiers, music services such as ring back
tones & many more.

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SHARES:-
The equity shares of Bharti Airtel are currently listed on National Stock Exchange of India
Limited (NSE) and The Stock Exchange, Mumbai, (BSE). Bharti Airtel offered
185,336,700 equity shares in the initial public offering (IPO) and raised Rs 8,340.15
million through this process. The shares were over subscribed 2.56 times.
With this IPO, Bharti Airtel established certain important landmarks in the history of the
Indian capital market. Together with being the first 100% book building process that this
country has seen, the listing was completed within a record time of ten working days. of
the close of the issue. Moreover the process of allotment and issue of shares was also
completed within one day of the last day of pay-in.
The book running lead managers for the IPO were JM Morgan Stanley and DSP Merrill
Lynch and the registrars to the issue was Karvy Consultants Limited.
Sunil Bharti Mittal, owner of Airtel,
Mumbai circle Airtel CEO.Our Bureau. MUMBAI: The Bharti Group has announced the
appointment of Mr. Jayant Khosla as Chief Executive Officer.
Bharti has a 26.15-per cent market share
Last quarter, market leader Airtel (22 per cent market share, over 15 million mobile
subscribers.

Market S

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 GREAT BENEFITS FROM AIRTEL

Wireless Phones
Airtel Mega is a wireless phone that is extremely convenient and easy to install and
does not require any wiring or change in the aesthetics of your home or office. This
phone is immune to cuts in the cable, rains, bad weather etc. You can carry the set
along with you when you move from one room to another or when you shift your
home/office

Instant Connection

It ensures that your immediate accessibility needs are met with Instant connection

Mobile Phone's Features

With Airtel Mega you can enjoy the features of a mobile phone- SMS, In-built caller
line identification, voice mail, phone book, ring tones etc.

Great Add-on Services

Airtel Mega offers a host of value added services like Hello Tunes, GPRS, call
conference, call wait, call divert, SMS and more!

Limited Mobility
You can use your Airtel Mega anywhere within your circle limits and still receive and
make calls, at no extra cost.

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 BHARTI AIRTEL LTD.

Bharti Airtel
Ltd.
Telecom
services

Bharti Cellular
Bharti Infotel Ltd
Ltd.

National & Airtel

Broadband Data
International Broadband &
Services
Long distance Telephone
Mantraonline
services Services

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COMPANY HIGHLIGHTS
 Airtel now in the US - connecting 2.5 million NRIs to their loved ones back in India.

 Airtel partners with Google to offer search services on Airtel Mobile.

 Airtel Presents 'Song Catcher' - India's First Ever Instant Music on Mobile.
 Bharti Airtel and Microsoft enter into a strategic partnership to offer Software and
Services for Small and Medium Business (SMB) Market in India.
 Bharti Airtel signs MoU to connect Adani Group’s Mundra Port and Special
Economic Zone.

PRODUCT
PREPAID ZONE
Some of the many advantages that you enjoy with Airtel Pre-Paid...

Total Cost Control

Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you
feel the need to! Now that's what we call complete freedom!
No Rentals
Buy an Airtel prepaid card without having to pay any rentals!

No deposits
Your Airtel prepaid card comes without you having to pay hefty deposits!

STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our STD/ISD facility
allows you to make long distance calls in India and Overseas from your cellular phone!

Instant Balance Inquiry

Check your talk-time instantly by calling our toll-free number!

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60 second pulse
Airtel provides you with a 60-second pulse rate! Freedom for you to experience like never
before!
Instant Recharge
Avail of instant recharge on your Airtel prepaid card with just a few simple steps!

24-hour recharge facility

With our round-the-clock recharge facility, recharge you Airtel prepaid card anytime,
anywhere!

Caller Line Identification

Call Line Identification gives you the power to know the phone number of the calling
party even before you answer the call, thus giving you the choice to either reject or take
the call. It provides the added advantage of saving the incoming number directly in the
Handset Phone Book. So that the next time you want to call the same person, you don't
need to retype his number, simply use your phone book.

Call Divert: -
Call Hold and Call Wait Avail of special services like call waiting, call hold and call
divert – all with your Airtel prepaid card!

Short Messaging Service (SMS)

With Airtel’s Short Messaging Service (SMS), send messages and jokes to your friends
and colleagues, anytime anywhere!

SMS based Information Services

With Airtel's SMS based information services, you can get upto-the-minute cricket scores,
order flowers as well as send couriers or check your daily horoscope!

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched off or when
you are outside the coverage area. You can listen to your messages whenever you feel
like, from anywhere in the world. Voice Mail can store up to 15 messages of 1 minute
duration.

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POSTPAID ZONE
Experience complete freedom

Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting,

innovative yet simple new ways to communicate, just when you want to, not just through
words but ideas, emotions and feelings. To give you the unlimited freedom to
reach out to your special people in your special way.

As an Airtel Post-paid customer you can enjoy the following facilities –

Easy Billing
Now enjoy the luxury of viewing details of your last 3 billing cycles and the convenience
of paying your Airtel bill online! Experience complete freedom with Airtel!

Call Divert:-

Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert – all with your Airtel
postpaid connection!

Short Messaging Service (SMS)

With Airtel's Short Messaging Service (SMS), send unlimited messages and jokes to your
friends and colleagues, anytime anywhere!

Caller Identification

Call Identification gives you the power to know the phone number of the calling party
even before you answer the call, thus giving you the choice to either reject or take the call.
It provides the added advantage of saving the incoming number directly in the Handset
Phone Book. So that the next time you want to call the same person, you don't need to
retype his number, simply use your phone book.

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Voice Mail

Voice Mail lets you receive messages even when your handset is switched off or when
you are outside the coverage area. You can listen to your messages whenever you feel
like, from anywhere in the world. Voice Mail can store up to 15 messages, with each
message of one- minute duration.

STD/ISD Facility

Now experience complete freedom like never before with Airtel! Our STD/ISD facility
allows you to make long distance calls in India and Overseas from your cellular phone!

Roaming (National and International)

Airtel's Roaming service allows you to use your mobile phone to make or receive calls
from almost anywhere in India and abroad! Enjoy roaming within the country as well as
across international destinations!

Note:
The company ‘Bharti Airtel Ltd’ does not pay any interest on security deposit.

OBJECTIVES OF THE STUDY

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Title of the Project is the “Measurement of customer satisfaction on STD/PCO Services
offered by Bharti Televentures in Bhopal with respect to Tata Indicom” it is a very broad
aspect init self. Acquiring of the customer is what every Business prime motive is, it is the
only thing on which any Company can make its existence in the market. The existence of
the company is detrained by the total market share the company is holding as compared to
its competitors, which in turn is the total number of the customer the Company is having.
Fruitful customers are the way of profitability for the Business in future. Telecom sector is
a field in which a direct interaction with the people is a part of the daily work schedule.
Hence a proper systematic and impressive way of handling the customer is required in this
field. Any person who is working in this field need to identify the requirement of the
customer, he/she should be able to read the mind of the person sitting in front should be
able to judge whether the person in front can be our customer or not. Hence a good unique
way of convincing them, making them see things our way and being good enough in
reading the needs and wants of the customer, is what which is required in this project.

As my project is basically acquiring the home potential customer and selling the product
to them so the main idea behind these is that customer can utilize his money more
efficiently and properly without any wastage, So their needs should be provoked and this
way they can be converted into customers for the Pri- Paid plans.

LIMITATIONS

Being a trainee there are certain information which I am not exposed to. Thus I respect
and understand the need of maintaining confidentiality in certain matters.
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Some of the other limitations and the problems in the OJT is that the most of the
people are not aware about the need and importance of the better services which the
companies are offering. And the limitation of my project is that the companies are not
ready to provide data for the project because of their privacy policies.
 The product may not suit the requirement of the prospect
 Strong competition with other telecom companies
 Buying power of the customer
 As there are many players present in the market so we have to face may questions
from the customers.
 Corporate are too busy to lend us their precious time.
 Time is being big constraint.
 Geographical limitation as Bhopal is big place so it difficult to visit all those places.
 Financial limitation.
 Company’s Distribution channel is not responding properly.

RESEARCH METHODOLOGY

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The research approach for this study was conclusive research. Conclusive research are
designed to help executives to choose among various possible alternatives to make a
viable business decision. Further this research was of descriptive type, which is an
offshoot of conclusive research. The problem for this research was non-operating in
nature The data both primary and secondary data, the source was one hundred respondents
for primary data. For the proper analysis of data simple statistical techniques such as
percentage were use. It helped in making more accurate generalization from the data
available.

SAMPLE SIZE
The method used for sample technique was random sampling method. This method was
used because it was not know previously as to whether a particular person will be asked to
fill the questionnaire.

SIZE OF SAMPLE:
The population of the sample would be 200 respondents.

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 DATA COLLECTION

Source of Data for this project primary & secondary only. In reference to the theoretical
concept as well as for information are collected through secondary sources from paper
published material i.e. newspaper, journal and magazine & from printed electronic media
i.e. internet websites. The primary data was collected through questionnaire filled from the
respondents.

TOOLS OF ANALYSIS

To know the response. I have used the questionnaire method in sample survey. If one
wishes to find what people think or know, the logical procedure is to ask them. This has
led marketing researchers to use the questionnaire technique for collecting data more than
any other method. In this method questionnaire were distributed to the respondents and
they were asked to answer questions in the questionnaire. The questionnaires were
structured non-disguised questionnaire because the questions, which the questionnaire
contained, were arranged in a specific order besides every question asked were logical for
the study, no question can be termed as irrelevant. The questionnaire, were non-disguised
because the questionnaire were constructed so that the objective is clear to the respondent.
The respondents were aware of the objective. They knew why they were asked to fill the
questionnaire.

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 Objective of Research
The purpose of research is to discover answers to questions through the application of
scientific procedures. The main aim of research is to find out the truth which is hidden and which
has not been discovered as yet. Though each research study has its own specific purpose, we may
think of research objective as falling into a number of following broad groupings:

 To gain familiarity with a phenomenon or to achieve new insight into it.

 To test a hypothesis of a causal relationship between variables.

Mode Of Collecting Data

DATA COLLECTION

Organization Airtel

Project undertaken to survey about availability of GSM-PCO and collect data

Collection of Data from

Market Place Grocery Shop Milk Parlor

Data of Bhopal is compiled with the help of flowcharts and tables.

Report is made after compilation of data.

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 REVIEW OF LITERATURE

CUSTOMER SATISFICTION

It's a well known fact that no business can exist without customers. In the business
of Website design, it's important to work closely with your customers to make sure the site
or system you create for them is as close to their requirements as you can manage.
Because 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 your
clients feel valued, wanted and loved.

Customer Satisfaction in 7 Steps:-

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a
customer. It's important to meet your customers face to face at least once or even
twice during the course of a project.

My experience has shown that 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 you do meet them,
be calm, confident and above all, take time to ask them what they need. I believe
that if a potential client spends over half the meeting doing the talking, you're
well on your way to a sale.

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2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for
a response to an email or phone call. 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 you've received their message and you'll contact
them about it as soon as possible. Even if you're not able to solve a problem right
away, let the customer know you're working on it.

3. Be Friendly and Approachable

You can hear a smile through the phone. This is very true. It's very important to
be friendly, courteous and to make your clients feel like you're their friend and
you're there to help them out. There will be times when you want to beat your
clients over the head repeatedly with a blunt object - it happens to all of us. It's
vital that you keep a clear head, respond to your clients' wishes as best you can,
and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long
run. If a customer has a problem, what should they do? If the first option doesn't
work, then what? Should they contact different people for billing and technical
enquiries? If they're not satisfied with any aspect of your customer service, who
should they tell?

There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to
do at each stage of their enquiry should be of utmost importance. So make sure
your customer service policy is present on your site -- and anywhere else it may
be useful.

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

Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalised sign-up confirmation email
for a service that you could tell was typed from scratch? These little niceties can
be time consuming and aren't always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you 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 Your Way to Help Them
Out:-

Sometimes this is easier said than done! However, achieving this supreme level
of understanding with your 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 you promise something, deliver. The most common example here is project
delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or
you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time. In this case
a quick apology and assurance it'll be ready ASAP wouldn't go amiss.

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DATA ANALYSIS & INTERPRETATION

Q1. Are you using any telecom services?

Options Percentage of Respondents

Yes 156 = 78%
No 44 = 22%

No
22%

Yes
78%

Interpretation:
Out of 200 respondents 78% of the respondents use telecom services. This shows the
awareness among the people and the increased usage of telecom services

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Q2. Among all GSM-PCO Telecom services, which one you prefer?

Options Percentage of Respondents

Airtel 62 = 31%
Tata Indicom 42 = 21%
Reliance 52 = 26%
Idea 44 = 22%

70

60

50

40

30

20

10

0
Airtel Tata Indicom Reliance Idea

Interpretation:
From the above diagram it can be said that, the user of Airtel GSM-PCO is highest that is
31%,Tata Indicom is 21%,Reliance is 26% and Idea is 22%.so we can say that the highest
preference of user is Airtel GSM-PCO and lowest user are of Tata Indicom.

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Q3. Presently, which telecom service(s) you are using?

Options Percentage of Respondents

Airtel 82 = 41%
Tata Indicom 53 = 25.5%
Reliance 35 = 17.5%
Idea 30 = 15%

90

80

70

60

50

40

30

20

10

0
Airtel Tata Indicom Reliance Idea

Interpretation:
With the help of above graph it can be interpreted Airtel has 41% users, Tata indicom has
25.5%, Reliance has 17% and Idea with 15% has got the least market among customers.
Thus it can be clearly seen that Airtel is the most preferred brand among customers.

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Q4. Which one is the best company in your opinion?

Options Percentage of Respondents

Airtel 78 = 31%
Tata Indicom 42 = 21%
Reliance 46 = 26%
Idea 44 = 22%

80

70

60

50

40

30

20

10

0
Airtel Tata Indicom Reliance Idea

Interpretation:
On the basis of above data it can be interpreted that Airtel has maximum users of 31%,
Reliance with 26%, Idea with 22% and least number of customers of Tata Indicom with
21%.

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Q5. Which facility makes it best?

Options Percentage of Respondents

Call Rates 74 = 37%
Network coverage 46 = 23%
Grievance Redressal 38 = 19%
Availability/denomination of vouchers 42 = 21%

80

70

60

50

40

30

20

10

0
Call Rates Grievance Redressal

Interpretation:
With the help of above diagram, we observe that the facility which adds the most to the
success of Airtel is the call rates with 37%, following with the network coverage.

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Q6. If you prefer Airtel GSM-PCO, then why?

Options Percentage of Respondents

Services 56 = 28%
Coverage 44 = 22%
Brand Image 38 = 19%
No Reason 62 = 31%

70

60

50

40

30

20

10

0
Services Coverage Brand Image No Reason

Interpretation:
28% of the respondents say they Airtel Provide a good service and 22% of the respondents
say they Airtel coverage is very broad, 19% respondents use Airtel GSM-PCO because of
its Brand Image.

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Q7. If you don’t prefer Airtel GSM-PCO, then why?

Options Percentage of Respondents

High Cost 67 = 33.5%
Service 35 = 17.5%
Pulse Rate 48 = 24%
Other Reasons 50 = 25%

Other Reasons
25%
High Cost
33%

Pulse Rate
24%
Service
18%

Interpretation :
On the basis of above data, it can be interpreted that due to high cost of Airtel GSM-PCO
33% of respondents do not prefer to use this service, due to the pulse rate 24% of
respondents do not prefer the service of Airtel GSM-PCO.

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Q8. Do you recommend Airtel GSM-PCO to others?

Options Percentage of Respondents

Yes 164 = 82%
No 36 = 18%

180

160

140

120

100

80

60

40

20

0
Yes No

Interpretation:
82% of the respondents gave a positive response that they recommend Airtel GSM-PCO
to others, where as 18% of customers do not recommend it.
Thus it can be interpreted that Airtel GSM-PCO has a good image in the customer’s mind,
as a result ‘Word of mouth’ communication proves to be a good tool for company’s
promotion.

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Q9. Your Satisfaction level with the Services offered by Bharti Airtel GSM-PCO?

Option Percentage of Respondents

20% 14 = 7%
40% 36 = 18%
60% 64 = 32%
80% 56 = 28%
100% 30 = 15%

70

60

50

40

30

20

10

0
20% 40% 60% 80% 100%

Interpretation:
This survey was conducted using face to face survey method, by which it was observed
that 15% of customers were highly satisfied with the services, 32% were satisfied, where
as 7% were poorly satisfied.
Thus it can be interpreted that maximum customers are satisfied with the services of
Airtel.

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 FINDING
 On the basis of Surve maximum respondents use telecom services. This shows the
awareness among the people and the increased usage of telecom services.
 Among the all user of Airtel GSM-PCO is highest that is 31%,Tata Indicom is
21%,Reliance is 26% and Idea is 22%.so we can say that the highest preference of
user is Airtel GSM-PCO and lowest user are of Tata Indicom.
 With the help of above graph it can be interpreted Airtel has 41% users, Tata
indicom has 25.5%, Reliance has 17% and Idea with 15% has got the least market
among customers. Thus it can be clearly seen that Airtel is the most preferred brand
among customers.
 .On the basis of above data it can be interpreted that Airtel has maximum users of
31%, Reliance with 26%, Idea with 22% and least number of customers of Tata
Indicom with 21%.
 With the help of above diagram, we observe that the facility which adds the most to
the success of Airtel is the call rates with 37%, following with the network
coverage.
 28% of the respondents say they Airtel Provide a good service and 22% of the
respondents say they Airtel coverage is very broad, 19% respondents use Airtel
GSM-PCO because of its Brand Image.
 On the basis of above data, it can be interpreted that due to high cost of Airtel
GSM-PCO 33% of respondents do not prefer to use this service, due to the pulse
rate 24% of respondents do not prefer the service of Airtel GSM-PCO.
 82% of the respondents gave a positive response that they recommend Airtel GSM-
PCO to others, where as 18% of customers do not recommend it.Thus it can be
interpreted that Airtel GSM-PCO has a good image in the customer’s mind, as a
result ‘Word of mouth’ communication proves to be a good tool for company’s
promotion.
 This survey was conducted using face to face survey method, by which it was
observed that 15% of customers were highly satisfied with the services, 32% were

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 satisfied, where as 7% were poorly satisfied. Thus it can be interpreted that
maximum customers are satisfied with the services of Airtel.

SUGGESTIONS

1. Newspaper Articles:
There should be articles related with the Telecom Sector in the daily news papers
because almost every educated person comes across it every day. It can help in

increasing the awareness level of the Telecom Sector among the people.

2. Broadcast Media:

Radio: There should be various programs regarding the Telecom Sector either in
the evening or in the morning because it can serve as a powerful tool to make
awareness. The daily analysis of the Telecom Sector must be broadcasted during
these programs. The information may constitute of the daily prices of various
Telecom, information regarding those Telecom which are generating maximum
cheaper etc.

Television: It is also one of the most powerful tools to spread the messages since
almost all the houses in the world own television.

The awareness programs regarding the Telecom Sector can be broad castled on
various channels. Even this media can help to create awareness very fast as compared
to any other media.

3. Some awareness campaign should be launched to make the people aware of the
Telecom Sector instruments.

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 STRATEGY
Some of the strategies which are being followed by me during my project is

1. To meet at leat 10 to 15 customers in a day.

2. To maintain personal relationship with the customer by personalization of the product

Presentation.

3. Getting the references from every sales lead.

4. By increasing the calls per day on order to achieve the targets before time.

5. Collecting the data of the customer from various sources

We are required to undertake assignments/jobs along with the day to day functions
of the company, both at the assistance and the execution level. This helps us to gain a
deeper understanding of the work, culture, deadlines, pressure etc, of an organization.

The objective of On Job Training is to learn and develop knowledge and quality of
interaction with customer. To learn about the selling skills. The primary objective is to
learn the different stages of personal as well as corporate selling.

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 ACHIVEMENTS

 The achievement forms the creditability of the project, and the success lies in the
numbers, which have been into the customers of the company.

 The total numbers of activations which are being done are 450.

BENIFIT
Working with Airtel we have gained the following benefits:-
 A clear Career Path
 Ability to work in although professional environment
 All around personality development
 Ability to adapt ourselves in a high competitive environment.

CONCLUSION AND RECOMMENDATIONS

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OJT it self states (On the Job Training) which is one of the unique way of Exploring our
self to the corporate world through this OJT I was able to work in Airtel and had the
working Experience in the Actual working Condition. OJT was the medium through
which I was able to visit various retailers in different sectors and meet many customers

 On the job training has given us immense experience in the field of marketing and
giving us an opportunity to relate the theoretical aspects of M.B.A. with that of the
real life.
 Practical Knowledge is important
 Challenging
 Lots of Hard work as well as Smart Work is Required

Working with Airtel we have gained the following benefits:-

 A clear Career Path

 Ability to work in although professional environment
 All around personality development
 Ability to adapt ourselves in a high competitive environment.

It was all round excellent working experience with the Airtel

No. 1 Telecom Company in India.

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QUESTIONNAIRE
Q1. Are you using any telecom services?
(A) Yes (B) No
Q2. Among all GSM-PCO Telecom services, which one you prefer?
Ans.………………………………………………………………………
Q3. Presently, which telecom service(s) you are using?
Ans (A) Airtel (B) Tata Indicom (C) Reliance (D) Idea
Q4. Which one is the best company in your opinion?
Ans. (A) Airtel (B) Tata Indicom (C) Reliance (D) Idea
Q5. Which facility makes it best?
Ans. (A) Call Rates (B) Network coverage
(C) Grievance Redressal (D) Availability/denomination of vouchers
Q6. If you prefer Airtel GSM-PCO, then why?
Ans. …………………………………………………
Q7. If you don’t prefer Airtel GSM-PCO, then why?
Ans. …………………………………………………….
Q8. Do you recommend Airtel GSM-PCO to others?
Ans. (A) Yes (B) No
Q9. Your Satisfaction level with the Services offered by Bharti Airtel GSM-PCO?
(a) 25% (b) 50% (c) 75% (d) 100%
Q10. Any suggestion for further improvement.
……………………………………………………………………………..

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 REFERENCES

BOOKS:
• Kotler, Philip. (1999):’Marketing Management’ Prentice Hall Of India Pvt. Ltd.,
Kothari, C.R (2001):’Research Methodology’, Vishwa Publication.
WEBSITES:
• www.Airtel.com
• www.Google.com

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 GLOSSARY

A
Advertising Paid non-personnel communication with a target market,
advertising media include television, radio, news paper,
magazines, and direct mail.

AIDA Model an acronym for awareness, interest, desire and action, which
represent the psychological steps a customer, goes through on
the way toward making a purchase.

Allocating breaking accumulated supplies into smaller units that are

easier fir later intermediaries and customers to handle.

Area sample a type of cluster sample in which geographic units are used to
define the cluster of the population.

B
Brand A name, term, phrase, design, symbol or any combination of these chosen by an
individual or organization to distinguish a product competing
products.

Brand extension Assigning an existing brand name to a new product in the

same product line.

Brand loyalty the level of commitment that customer feel toward a given
brand, as represented by their continuing purchase of that
brand.

Brand name the portion of a brand that can be expressed verbally, including
letters, words, or members.

Buying power the consumer’s ability to purchase product.

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 C
Competition The rivalry among sellers trying to increase sales, or market
share while addressing the same set.

Competitive advertising Advertising that rises to promote specific product features as

better than those offered by the competition.

D
Database A computerized system that stores and retrieves a variety of
data.

Differentiated marketing A marketing approach that aims specialized products or

product lines at target markets, using different marketing
mixes for each segment.

Distribution The process of moving products from the producer to the

consumer, which may involve several steps ad the
participation of multiple companies

Distribution center A private warehouse specialty designed to provide the fast

transfer of goods from suppliers to retailers or final customers

Distributor A general term usually applied in organizational markets to

intermediaries that perform the equivalent function of both
wholesalers and retailers.

E
Environmental Analysis The interpretation o data generated in environmental scanning

F
Feedback Communication from the audience back to the sources

Franchise A business entity licensed to use the trademarks, operations

and other attributes of a business.

Frequency marketing programs that reward customers for repeat purchase of specific
goods and services.

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 H
Hypothesis The marketer’s untested assumption about the probable
solution to the marketing problem.

I
Independent retailers Retailers that are not part of large retail organization, but are
owned by one person, two or more partners or a family.

Intensive Distribution A channel strategy that seeks to make products available in as

many appropriate places as possible.

Internal marketing marketing to employees with the ultimate goal of improving

customer satisfaction.

L
Logo A Unique symbol that represents a specific firm or a brand name written in a
distinctive type style.

M
Market the customer and potential customer who want or need a
product and who are willing and able to exchange something
for it

Market segmentation A way of dividing a large market into smaller groupings of

consumers of organizational in which each subset has a
common characteristic.

Market shares An organization’s portion of the total sales in a given market,

expressed as a percentage.

Marketing the process o developing and exchanging ideas, goods and

services that satisfy customers, using the principles o pricing,
promotion ,and distribution.

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Marketing channel A system designed to move gods and services from producers
to customers, which consist of people and organization
supported by various facilities, equipment, and information
resources.

Marketing Database A computerizes system to store and retrieve data as needed by

marketers.

Marketing mix the four key elements of marketing strategy; product,

promotion, distribution, and price.

P
Population The universe of people, place, or things to be investigated in a
specific research study.

Primary data Data that is gathered directly from the subjects or through on-
site research for specific marketing research program.

Product A good, services or idea for which customers will exchange

money or something else of value; a product is bundle of
features and benefits designed t meet needs of target customer.
Promotion A verity f techniques, including advertising, sales, promotion,
public relation, and personal willing, that are used to
communicate with the program

Psychological influences Characteristics within the individual that influence consumer

behavior.

Pull strategy A promotional strategy that primarily builds demand with the
final customer to request the product from the marketing
channel; the opposite of push strategy

Push strategy A promotional strategy that relies primarily on pushing

products through each stage of the marketing channel from
producer to wholesaler to retailer to customer; push strategy
can also be pushed in direct channels, with sales people
presenting products to customer.

R
Retailers Intermediaries that sell to final customer; they purchase goods
from wholesaler or in some cases, directly from producers.
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 S
Sample A portion of population that represents the whole in a research
study.

Sampling error A measure of the discrepancy between the result of surveying

a sample and the expected results of conducting a census of
the entire population.

Simple random sample A probability sample in which all the members of the
population have an equal probability of being picked for
survey.

Source The person r organization that originates and encode a

message.

Survey A method of gathering data directly from consumers via a

questionnaire.
T
Target Market The market you’ve selected is the focus of your marketing
program; it covers the potential costumers you think are most
likely to need or want your product.

W
Wheel of retailing A theory that divides the cyclical patterns in retail evolution into
three stages: innovation, trading up and vulnerability.
Wholesalers Intermediaries that perform a variety of marketing channel
functions to move goods and services through the channel to
retailers and organizational customers.

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