ACKNOWLEDGEMENT

It is an occasion to offer my indebt ness to choose personalities whom sincere cooperation and valuable guidance was received during the preparation of their project report. First, we would like to express our sincere gratitude to Mrs. Vartika chaturvedi , our project guide for putting me into a challenging project. And his sincere guidance and inspiration in completing this project report. . Finally we want to thank our friends also who helped me providing necessary information related to our project. Last but not least we would like to express our gratitude to our institute of technology & sciences Ghaziabad.

PREFACE
The boom in Indian economy leads to the growth of Telecom Industry with the significant expansion. As this project has been undertaken in Bharti Televentures Pvt. Ltd. which is the strongest player in the market among the private players. In this project researcher has experienced the customer satisfaction level of the existing customers of airtel Landline and Broadband. Researcher also experienced about the consumer behavior and the strategies of the company & sales to maintain the huge customer base. Researcher has done a extensive market research about the problem and the factors associated with it. On the basis of the observed data and the analysis certain recommendations have been given for the future exploration of the organization.

TABLE OF CONTENTS
TOPIC
(1) INTRODUCTION Company Profile Vision Mission & Values Business Area Product & Services Competitors in the market Background of the problem Rational of the Study The Scope (2) REVIEW OF LITERATURE Customer Satisfaction Tools for tracking & measuring Customer Satisfaction Relationship marketing: The Success of BHARTI (3) OBJECTIVE OF STUDY (4) OBSERVATION, ANALYSIS & DISCUSSION Data Observation Analysis & Discussion (5) CONCLUSION (6) RECOMMENDATIONS (7) BIBLIOGRAPHY 06-18 06 07 08-09 10-11 13-15 16 17 18 19-26 19 20-23 23-26 27 37-58 37-54 55-58 59 60 63

PAGE

INTRODUCTION OF ORGANIZATION & THE PROBLEM

BHARTI TELE-VENTURES LIMITED: The Company Profile
Bharti Tele-ventures Limited was incorporated on July 7, 1995, for promoting investments in telecommunication services. Its subsidiaries operate telecom services across India. Bharti is Indias leading private sector telecommunications services provider, with a customer base of approximately 17.53 million: 16.33 million mobile and 1.2 million fixed line customers. Bharti Tele-Ventures Limited (a part of Bharti enterprises) have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in 23 telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the AirTel brand. 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 15 circles.

VISION TO BE GLOABALY ADMIRED FOR TELECOM SERVICES THAT DELIGHT CUSTOMERS

MISSION To meet global standards for telecom services that delight customers through: Customer service focus Empowered Innovative services Cost efficiency VALUES Customer: People: Learning: Community & Partners: Be responsive towards the needs of the customers. Trust and respect the employees. Continuously improve services innovatively & expeditiously. Be transparent and sensitive in the dealing with all stakeholders.

BUSINESS AREA Cellular Services: Bharti has been a pioneering name in the Indian Telecom

Industry. In Delhi itself Bharti launched first mobile service under the name of AirTel. Today AirTels mobile footprint extends across the country in 21 Telecom circles. Its service standards compare with very best in the world.

Fixed Line Services: Bharti Tele-Ventures became the first private fixed-line service provider in India. It is now promoted under the Airtel brand. Recently, the Government opened the fixed-line industry to unlimited competition. Airtel has subsequently started providing fixed-line services in the six states ie- 5 circles of NCR, Haryana, Madhya Pradesh, chattisgadh, Karnataka & Tamil Nadu.

Internet & Broad Band:

AirTel Enterprise services bring comprehensive

suits of data technology. It provides DSL Services over optical fibers with dedicated line. So it is 5 times faster than Analogue Connection. It is most preferred high-speed internet service (over 2,50,000 subscriber nation wide).

 National long distance Service:

To provide National Long Distance(NLD)

Services, Bharti has laid 25,000 km of optical fibre with presence in 200 cities. It is also interconnected with all leading cellular operators, fixed line service providers. International long distance Service: To provide this service across Asia Pacific region it has laid i2i submarine cable network along 3,200 km and the landing stations are Singapore and Chennai.

PRODUCTS & SERVICES OFFERED WITH AIRTEL LANDLINE & BROAD BAND

(1)

ISDN: Integrated Service Digital Network (ISDN) is a standard, all-digital access

technology that allows simultaneous, integrated voice and data capabilities over ordinary telephone lines. An ISDN PRI is configured with 30 bi-directional B (Bearer) channels and one D (Data) channel. It allocates all signaling and call control requirements to the D channel, leaving the 30 B channels free for any mix of voice and circuit switched data. ISDN BRI is suitable for both residential and commercial purpose, configured with 2 bi-directional B channels and 1 D channel.

(2)

BROADBAND:

With the speed of 512 Kbps AirTel Broadband is

approximately 5 times faster than an analogue connection. Larger data application, faster file transfer, streaming multimedia and heavy duty surfing every thing we can imagine is now easily possible with this facility. Superior server technology and a dedicated port provide total security to data, both stored and in transit. Bharti also provide round the clock Customer Support.

(3)

WiFi:

Now we can access the Internet facility wirelessly with WiFi. We

can use net anywhere we need it, what only we have to do just login into corporate LAN from any where in the premises. We dont need to stick to our workstation for using the Internet facility. There is no need to load DSL driver on PC or laptop, just connect the PC or laptop to Ethernet port or over WiFi, and we can start surfing. (4) Centrex: Airtel Centrex is also called a virtual EPABX for offices, at

various locations. Its intercom calling facility (between Centrex lines) lets us call our colleagues in other branches for free. The Centrex is part of Airtels robust high-tech switching system, which assures high reliability and security. SOME OTHER SERVICES: (1) (2) (3) (4) (5) (6) (7) Group Pulsing Roaming on Landline Voice Mail Service Hunting Service 3-Party Conferencing Audio Conference Remote Video Surveillance over the Internet

COMPETITORS IN THE MARKET

Now days in the market each and every company has to face a stiff competition for its survival. AirTel, which is the strongest brand among the private service provider in the Indian Telecom Industry, has been facing a tough competition by some other telecom giants like MTNL, Reliance & Tata Indicom. (1) MAHANAGAR TELEPHONE NIGAM LIMITED (MTNL):

MTNL was setup in 1986 by Govt. of India to upgrade the quality of telecom services, expand the telecom network, and introduce new services and to raise revenue for Telecom department in the key metros like Delhi & Mumbai. It has a strong financial base, market share of 13% and customer base more than over 4.75 million lines. Govt. of India currently hold 56.25 % stake n the company. Services provided by the company: (i) Basic Services: Plain old Telephone service through digitalized public

switched telephone network. (ii) Garuda: Technically most advance and most affordable in Delhi. Call

rate 40 paise/min & Rent 200/- per month (iii) (iv) (v) (vi) ISDN: For voice, Data & Video. Internet: Dolphin: PSTN & ISDN dialup Internet Access. GSM based cellular service

Answering machine Service, Leased Circuit & Trunk Service.

(2)

RELIANCE INFOCOM: Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among Indias top three private sector business houses in terms of net worth. Reliance ADA Groups flagship company, Reliance Communications, is India's largest private sector information and Communications Company with over 20 million subscribers. Services provide by the company: (1) Reliance GSM services: Reliance Infocom has launched very old

GSM services in mobility in some of the states like Bihar, Jharkhand, Orissa up, delhi etc.

(2)

Reliance India Mobile: PAN India network and town coverage.

80,000 kms of optic fiber backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 cities AND 4,00,000 villages by December.

4,300 Base Transceiver Stations (BTSs) across the country, to increase to around 8,500 by December.

(3)

Reliance Broadband:

A flexibility to choose the speed from the range of 100 kbps to 8000 mbps. Bonus bandwidth of 100, 300, 600 instead of 64, 212, 524. Charging of net surfing is also available in per minute tariff. TATA INDICOM: Tata indicom is another main competitor of Airtel in the market due its strong presence of it in the CDMA mobility, broadband and WLL fixed phone segment.

Tata Indicom fixed phone: - Tata Indicom offers almost instant phone connections. Get Tata Indicom Landline Phone services based on the state of the art Optical Fibre Cablebased backbone. Enjoy greater voice clarity and say goodbye to excessive billing.

Tata Indicom Phone Connections Advantage Superior voice clarity Instant and hassle - free connections Accurate billing Secure and tamper proof lines Responsive and friendly service 24 x 7 friendly customer service

BACKGROUND OF THE PROBLEM

As we know that now a days there is enormous competition exist in each area of market and the circumstances are similar also in the case of Telecom Industry. To face this competition this is very essential for any of the organization to do a proper planning, implementation and taking proper feedback about the process. By doing these things any organization might be able to deliver better product, services or the combination of both.

To measure the customer satisfaction level of existing users of AirTel The motive of undertaking such task was quite clear to the researcher. Organization simply wanted to take proper feedback of their customers. They wanted to know what exactly their customers feel about the services of Bharti and about the brand of AirTel. What are the strong features of AirTel and what are its weaknesses or where they lag, by knowing all these facts they could improve their quality of service.

THE RATIONALE OF THE STUDY

There was a time when government had a monopoly in the telecommunication sector. But in the year 1999 deregulation in telecom sector, brought a number of private players, which gave stiff competition in the monopoly market. Telecom Tariff has been changed

rapidly because of this deregulation. Deregulation has opened up a new market for telecom services. Now days in telecom sector there are three types of service provider:

1. 2. 3. 4.

Fixed Landline Service Provider Wireless Local Loop Service Provider GSM Service Provider CDMA Service Provider

To survive in this competitive market each and every company tries to provide better service at lowest possible price to the consumer. As we know Bharti provides services in Fixed Landline and GSM area under its brand Airtel. And Airtel is very strong brand in the market. By doing this project the researcher will be able to understand what is the present perception of the consumer about Airtel landline & Broadband and what is the exact satisfaction level of its existing customers.

THE SCOPE
As we know very well that Airtel is market leader among private sector players in Indian Telecom Industry so, there is a huge pressure upon the company (Bharti Tele-ventures Pvt. Limited) to retain its position in the market. BTL is facing several challenges from its competitors mainly MTNL, Reliance & Tata Indicom. More over the main challenge

is to retain the present customer base and try to increase it by providing them better service at affordable price. This project will help the company to know its market reputation. As this project mainly deals with the consumer perception about Airtel and its competitors. The organization may utilize this work to focus it customer with greater perfection. By using this project the organization may find some remedy, if there will be any sort of dissatisfaction about the service amongst the customers.

REVIEW OF LITERATURE
CUSTOMER SATISFACTION
Companys first task is to create customers but today customers face a vast array of product and Brand choices, prices and suppliers. How do customer make their choices?

We believe that customers estimate which offer will deliver the most value. Customers are value maximizers within the bound of search of cost and limited knowledge, mobility and income. They form an expectation of value and act on it. Whether or not the offer leaves up to the value expectation affects customers satisfaction and their repurchase probability. Our premise is that buyers will buy from the firm they perceive to offer the highest delivered customer value and total customer cost.

Customer delivered value = (Total Customer value Total Customer cost).

Total customer value is the bundle of benefits customers expect from a given product or a service. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining and using the product and service. Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance and expectations.

Many companies are aiming for high satisfaction because customers who are just satisfied still find easy to switch when better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an affinity with the brand not just a rational preference. The result is high customer loyalty.

Some of todays most successful companies are raising expectation and delivering performance to match. These companies are aiming for TCS (Total Customer Satisfaction).

TOOLS FOR TRACKING AND MEASURING CUSTOMER SATISFACTION

[1] Complaint and suggestion systems: -

A customer-centered organization makes it easy for its customers to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report their likes and dislikes. A hospital could place suggestion boxes in the corridors, supply comment cards to exciting patients and hire a patient advocate to handle patients grievances. These information flows provide these companies with many good ideas and enable them to act more rapidly to resolve problem.

[2]

Customer satisfaction surveys: -

Many companies obtain a direct measure of customer satisfaction by conducting periodic surveys. They send questionnaires or make telephone calls to a random sample

of their recent customers and ask if they were very satisfied, satisfied, somewhat dissatisfied or very dissatisfied. With various aspects of companys performance while collecting customer satisfaction data it is useful to ask additional question to measure the customers repurchase intuition, those will normally be high if the customers satisfaction is high. It is also useful to measure customers willingness to recommend the company and brand to other person. A high positive word of mouth indicates that the company is producing high customers satisfaction.

[BHARTI TELEVENTURES PVT. LTD HAS ADOPTED ABOVE MENTIONED STRATEGY CUSTOMER.] TO MEASURE THE SATISFACTION LEVEL OF ITS

[3]

Lost Customer analysis: -

Company should contact customers who have stopped buying or who have switched to another service provider or supplier to know why this happened. Not only it is important to conduct exit interviews when customer first stop buying but also to monitor the customer loose rate which if increasing clearly indicates that the company is failing to satisfy its customers.

ATTRACTING AND RETAINING CUSTOMER

To improve their relations with their partners in the supply chain, many companies are intent on developing stronger bonds and loyalty with their ultimate customers. In the past many companies took their customers for granted. Their customers may not have had many alternatives of supply or all suppliers were equally deficient in the service or the market was growing so fast that the company did not worry about satisfying its customers. Clearly things have changes.

THE NEED FOR CUSTOMER RETENTION

The cost of attracting a new customer is estimated to be 5 times the cost of keeping a current customer happy. It requires a great deal of effort to induce satisfied customers to switch away from their current suppliers.

Unfortunately most marketing theory and practice centered on the art of attracting new customers rather than retaining existing ones. The emphasis traditionally has been on making sales rather than bui;lding relationship. The focus has been on reselling and selling rather than on caring for the customer afterwards. Today however, most of the companies are recognizing the importance of satisfying and retaining current customers. There are two ways to strengthen customer retention: [1] One is to erect high switching barriers. Customers are less inclined to switch to another suppliers when this would involve high capital cost, high search cost and the cost of loyal customer discounts and so on.

[2]

The better approach is to deliver high customer satisfaction. This makes it harder for competitors to overcome switching barriers by simply offering lower prices. The task of creating strong customer loyalty is called Relationship Marketing. Relationship Marketing embraces on those steps that companies undertake to know and serve better their valued individual customers.

RELATIONSHIP MARKETING: THE KEY OF SUCCESS OF BHARTI TELEVENTURES PVT. LTD.

If you want to study the practical aspect of marketing theories then it can be done only by seeing that how organizations implement those theories in their working process definitely with some modifications. Here researcher has tried his best to examine the process involved in attracting and retaining customers which are the main fundas of Customer Relationship Marketing (CRM). There are certain steps involved in customer relationship development process. Suspects: For Airtel everyone who might conceivably buy the landline or its broadband connection. The sales team looks hard at the suspects i.e., the need of the customer, budget and the expectation about the service. So, they can determine who are the most likely prospects.

 Prospects: The people who have a strong potential interest in the Telecom services and the ability to pay for it. Disqualified prospects: When sales team studies the prospects properly and when they find they have poor credit and would be unprofitable company assuming them as a disqualified prospect.

Note: Above three steps are termed as the process of COLD CALLING.

First time customers: After Cold Calling sales team visits to the qualified prospect then they do detailing to them about the services, try to match the prospects need and the product profile. So, this is the process to convert qualified prospects into first time customers. Repeat customers: Now the main process of CRM starts with providing better After sales service to the customers. Company tries to satisfy the customers and build a strong relationship with them. They do not want to loose customer due to their dissatisfaction because according to their view A satisfied customer can give you 10 more customer but a dissatisfied customer can cut your 100 prospective customer. Clients: the company then acts to convert repeat customers into clients people who buy only from the company in the relevant product category.

Some cautions in measuring customer satisfaction level

When customer rates their satisfaction with element of the companys performance the company needs to recognize that two customers can report being highly satisfied for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. Company should also note that manager and sales people could manipulate their ratings and customer satisfaction. They can also try to exclude unhappy customers from the survey. Another danger is that if customers know that the company will go out of its way to please customers many express high dissatisfaction in order to receive more concession.

OBJECTIVE OF THE STUDY

Any researcher must be very clear about the objective of his study or research.

MAIN OBJECTIVE:

To find out whether the existing users of Airtel are satisfied? And which factors play important role to satisfy customers.

SPECIFIC OBJECTIVE:

To obtain the desired result researcher needed to know:

How many customers use the broadband services of Airtel ?

What is the brand image of Airtel in consumers mind? Which features of Airtel do customers like most? What are the expectations of consumers from Airtel?

OBSERVATION, ANALYSIS & DISCUSSION DATA OBSERVATION

[Q.1] Market Segment: (a) Commercial Market Segment
Statistics

(b)

Residential

Market Segment Cumulative Percent 26.5 100.0

Valid

Commercial Residential Total

Frequency 43 119 162

Percent 26.5 73.5 100.0

Valid Percent 26.5 73.5 100.0

Remarks: Here we can see the distribution of Airtel in residential (73.5%) and commercial (26.5%) segment. But it has been also experienced that the penetration of Airtel in commercial area is much higher than residential i.e. approximately 43% in commercial segment.

How did you get aware about Airtel Landline & Broadband services? (a) Banners & Hoardings (b) Sales people (c) Tele calling (d) Newspaper (e) References (f) Others Awareness about service Frequenc y Percent Valid Percent Cumulative Percent

Valid Banners & Hoardings Sales People Tele Calling News Paper References Others Total

21 109 3 6 1 22 162

13.0 67.3 1.9 3.7 .6 13.6 100.0

13.0 67.3 1.9 3.7 .6 13.6 100.0

13.0 80.2 82.1 85.8 86.4 100.0

Remarks: Among different means of awareness we can see from the graph 67% people get aware about the services from the sales people. By applying ONE SAMPLE T-TEST on the variable to check whether it realy depict the population or not, researcher found the significance level .000, which is less than .005. Hence it did not occur by chance the data is significantly important.

Do you think brand image of Airtel is stronger than others? (a) Yes (b) No

About Brand Image of AirTel Cumulative Percent 95.7 100.0

Valid

Yes No Total

Frequency 155 7 162

Percent 95.7 4.3 100.0

Valid Percent 95.7 4.3 100.0

Remarks:
When users were asked about the Brand image of Airtel, 96% said its image is strong and 4% said it is not. By applying on the variable to check whether it really depict the population or not, researcher found the significance level .000, which is less than .005. Hence it did not occur by chance the data is significantly important.

Voice Clearity

Frequency Valid Average Good Excellent Total 6 33 123 162

Percent 3.7 20.4 75.9 100.0

Valid Percent 3.7 20.4 75.9 100.0

Cumulative Percent 3.7 24.1 100.0

Remarks:
The above graph shows about voice clarity of airtel landline it is excellent The tatal 75.9% customer tells its excellent and only 3.7% are not agree with statement which is very low so we can conclude it is a excellent feature provided by airtel

CONCLUSION
During this project researcher went through the working culture of the organization, functionalities of sales team and the identification of market potentiality apart of the data collection about the given problem. So, as a whole it can be said organization emphasize more on teamwork, motivating the employees and building the friendly environment. According to the company more than 90% of the business (sales) is done through direct marketing by their enthusiastic sales team. Since this project is all about customer

satisfaction & sales about the service so it highly depend on the way of delivering services. s Since Airtel is the strongest service provider among private players and customers

also perceive it as a strongest brand. So it has to maintain a high customer base with providing them complete satisfaction. Practicing a proper Customer Relationship Management can only do it and Bharti implement it properly. So why it is now among top names in the world.

RECOMENDATIONS
Since the project tries to reveal the level of customer satisfaction of Airtel users and important factors related with it. Since the maximum business is done through direct marketing so there should be proper planning and guidelines for the sales team. Motivation in terms of monetary and non-monetary for the sales people is must and the responsibility of this should be on direct supervisor. It has been also found that there is a large no. of wrong commitments done by sales people with the customers in the market due to the extreme pressure of sales target, which leads to customer dissatisfaction. Organization must check it immediately because it is harming the Brand Image of Airtel. There should be a proper and efficient communication channel within the organization both for employees as well as customers. They should provide much better After Sales Services, because this is a decision making variable for the customers. Billing Process should be more transparent because it leads to the reliability about Brand.

BIBLIOGRAPHY
Websites: www.bharti.com www.Comtel.com

Appendix (01)
MARKET SURVEY QUESTIONNAIRE
TO KNOW CUSTOMER SATISFACTION LEVEL OF EXISTING USERS HAVE AIRTEL LANDLINE & BROADBAND SERVICES. [Q.1] Market Segment: (a) Commercial

(b)

Residential

[Q.2] For how long you have been using Airtel Landline/ Broadband? (a) < 3 months (b) 3 months 6 months (c) 6 months 1 year (d) more than 1 year [Q.3] How did you get aware about Airtel Landline & Broadband services? (a) Banners & Hoardings (b) Sales people (c) Tele calling (d) Newspaper (e) References (f) Others [Q.4] Do you also use Broadband service of Bharti along with its Landline? (a) Yes (b) No [Q.5] If no, then do you avail any other broadband service? (a) Yes, (specify) name __________________________ Reason _________________________ (b) No. [Q.6] Do you think brand image of Airtel is stronger than others? (a) Yes (b) No (c) Cant say [Q.7] Are you satisfied with the Airtel Landline/ Broadband services? (a) Very much satisfied (b) Satisfied (c) Average (d) Partially dissatisfied (e) Dissatisfied

[Q.8] If satisfied, which feature of bharti does you like most? (a) Competitive pricing (b) High Speed (c) Downloading capacity (d) Data Security (e) After Sales Service (f) Others

[Q.9] Please rate the following Bharti features on the scale of 5 (5= very good, 4= good, 3=Avg. 2= Bad, 1= worst). (a) Salesmans attitude. (b) Wiring & Installation. (c) After sales service. (d) Voice clarity (e) Billing (f) Customer care [Q.10] improve? (a) (b) (c) (d) (e) If you are not satisfied, then in which area they should Pricing policy After sales service Value added services Billing Process Other

[Q.11] Would you like to recommend Airtel to your friends and relatives? (a) Yes (b) No (c) Cant say If no, why? Reason ________________________________________ _________________________________________ NAME: -------------------------------------------------------------------------------AREA:----------------------------------------------------------------------------------Thanks for your co-operation.

Appendix (02)
EXISTING CUSTOMER DATABASE
NAME Prabha Garg Mamta patawari Jalan carrier pvt ltd Sanjay Sharma Parul maheshwari Nishant Sharma Rakesh wabharwal Gaurav jain Satish chand sood Shalni Robin chainpuri Robin chainpuri Robin chainpuri CONTACT NO. ADDRESS 1142424524 D-210 vivek vihar 1143086340 C250,vivek vihar 1143036096 206 ajnara bhawan 1143053513 A63, vivek vihar 1143036294 B93 1143072234 D13 1142425059 C190, first floor 1143072266 B181,first floor 1143072243 D78 1143072271 D7-basement 1143072203 D330 1143072204 D330 1143072205 D330

Appendix (03)
TABLES OF DATA REPRESENTATION (ANEXXURE-3) (3) Awareness about Service: T-Test
One-Sample Statistics N Awareness about service 162 Mean 2.5247 Std. Deviation 1.50445 Std. Error Mean .11820

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference Lower Upper 2.2913 2.7581

Awareness about service

t 21.359

df 161

Sig. (2-tailed) .000

Mean Difference 2.52469

[TABLE-1] (4) Use of Broad Band along with its Broad Band:
T-Test
One-Sample Statistics N Use of Broadband with Landline 162 Mean 1.2901 Std. Deviation .45523 Std. Error Mean .03577

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference Lower Upper 1.2195 1.3608

t Use of Broadband with Landline 36.071

df 161

Sig. (2-tailed) .000

Mean Difference 1.29012

[TABLE-2] (6)
T-Test
One-Sample Statistics N About Brand Image of AirTel 162 Mean 1.0432 Std. Deviation .20396 Std. Error Mean .01602

Brand Image:

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference Lower Upper 1.0116 1.0749

t About Brand Image of AirTel 65.101

df 161

Sig. (2-tailed) .000

Mean Difference 1.04321

[TABLE-3] (7) Most Preferable feature of AirTel:

T-Test

One-Sample Statistics N Most Preferable feature of AirTel 162 Mean 3.6111 Std. Deviation 1.73115 Std. Error Mean .13601

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference Lower Upper 3.3425 3.8797

t Most Preferable feature of AirTel 26.550

df 161

Sig. (2-tailed) .000

Mean Difference 3.61111

[TABLE-4] (10)
T-Test
One-Sample Statistics N In Which Area Improvent is needed ? 162 Mean 2.9136 Std. Deviation 1.20246 Std. Error Mean .09447

In which area Airtel should be improved?

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference Lower Upper 2.7270 3.1001

t In Which Area Improvent is needed ? 30.840

df 161

Sig. (2-tailed) .000

Mean Difference 2.91358

[TABLE-5] (11)
T-Test

Would you like to recommend Airtel to others?

One-Sample Statistics N Would You Like To Recommend AirTel to Your Friends & Relatives 162 Mean 1.0556 Std. Deviation .22977 Std. Error Mean .01805

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference Lower Upper 1.0199 1.0912

t Would You Like To Recommend AirTel to Your Friends & Relatives 58.471

df 161

Sig. (2-tailed) .000

Mean Difference 1.05556

[TABLE-6]

Appendix (04)
LINEAR MULTIPLE REGRESSION ANALYSIS

Regression

b Variables Entered/Removed

Model 1

Variables Entered Customer Care response, Voice Clearity, Billing Process, Salesman' s Attitude, After Sales a Service

Variables Removed

Method

Enter

a. All requested variables entered. b. Dependent Variable: Satisfaction Level about service

Model Summary Model 1 R R Square a .695 .483 Adjusted R Square .467 Std. Error of the Estimate .69279

a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process, Salesman's Attitude, After Sales Service
ANOVAb Model 1 Sum of Squares 70.070 74.874 144.944 df 5 156 161 Mean Square 14.014 .480 F 29.198 Sig. .000 a

Regression Residual Total

a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process, Salesman's Attitude, After Sales Service b. Dependent Variable: Satisfaction Level about service

C o e f f ic iean t s U n s ta n d a r d iz e d S ta n d a r d iz e d C o e ffic ie n ts C o e ffic ie n ts M odel B S td . E r r o r B e ta 1 ( C o n s ta n t) 7 .1 9 4 .5 7 8 S a le s m a n 's A ttitu d e - .3 5 2 .0 9 0 - .2 5 8 A fte r S a le s S e r v ic e - .2 6 6 .0 8 3 - .2 4 3 V o ic e C le a r ity - .3 2 2 .1 0 8 - .1 7 8 B illin g P r o c e s s - .2 3 1 .0 7 8 - .1 8 6 C u s to m e r C a r e r e s p o n s- e 2 0 .2 .0 9 1 - .1 9 1 a . D e p e n d e n t V a r ia b le : S a tis fa c tio n L e v e l a b o u t s e r v ic e

t 1 2 .4 3 7 - 3 .8 9 9 - 3 .2 1 6 - 2 .9 7 1 - 2 .9 5 4 - 2 .4 2 3

S ig . .0 0 0 .0 0 0 .0 0 2 .0 0 3 .0 0 4 .0 1 7