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CHAPTER –1

INTRODUCTION

This project is prepared for the fulfillment of the "Bachelor of Business Administration" degree course. "A STUDY ON CUSTOMER

SATISFACTION OF AIRTEL IN SANKARANKOVIL TALUK" is considered as one of the most interesting and effective topic. So we select it. Another reason that we want to know, is that whether the customer is satisfied with the services provided by Airtel.

Customer satisfaction of an individual towards the service is to be analyzed. At the same time, Airtel is one of the important Network which cover throughout India. So we select the customer satisfaction of Airtel as our project. Satisfaction is persons feelings of pleasure (or) disappointment resulting from comparing a product perceived performance (or) outcome relation to his (or) her expectations. Whether the buyer is satisfied after purchase depends on the offer's performance in relation to the buyer's expectations.

An important reason for the increase of the customers in the competitive world is by the performance of the best advertisement and good network coverage. It is also another way of attracting customers towards Airtel. So we collected the data and the information from customer.

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OBJECTIVES AND METHODOLOGY

Objectives:

Each and every project has some objectives. Our project also has some objectives. In this chapter we are going to discuss the objectives of our project.

1. To know about service of Airtel in Sankarankovil Taluk. 2. To know about the type of activation. 3. To know about the network coverage of Airtel. 4. To know about the details of message sent from the Airtel. 5. To know about the group card system in Airtel. 6. To know about the customers satisfaction in Airtel service.

A. Methodology

For each and every process there is a method for its execution. A project also has a methodology to accomplish it. Here we are going to explain the methodology of our project.

A research design is purely and simply, the frame work (or) plan for a study that guides the collection and analysis of the data. In consumer's survey we have adopted this descriptive research design in collecting and analyzing data.

B. Descriptive Research Design: Descriptive research design is one that simply describes something such as demographic characteristics of consumers. The descriptive study is typically

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concerned with determining the frequency with which something occurs. This study is typically guided by an initial hypothesis.

C. Sample Techniques:

We have adopted "Convenience Sampling Techniques" in our survey. In this method, the sampling units are choose in accordance with the investigators convenience.

D. Methodology of our project and Reason

Among the top five methods, we used mailed questionnaire method. It is one of the easiest methods to collect information. More over it is the suitable method for our project. Again the expenses for this method are also very low. So we prepare a questionnaire and give it to the respondents to answer it.

Limitation of the Study

Through the study has been useful it also has some limitations 1. 2. Time given for collection and analyzing the data is insufficient Lack of finance and man power resulting in restricting the study of the

continued area. 3. In a few case ignorance and hesitation customer proved a stumbling block

in eliciting response.

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For example an investigation of trends in market potential of Airtel with respect to socio economic characteristics such as age.Scope of the study The scope of the study is extended is knowing the customer satisfaction regarding the usage of Airtel. This study is further extended to know the various functions of Airtel. sex. They are (i) Primary (ii) Secondary. The success of an enquiry based upon the proper collection of data. 4 . Data may be classified in to two. occupation. Period of study January 2012 – April 2012 Sample size - 100 Sample Area Customer satisfaction of Airtel in Sankarankovil Taluk Collection of Data: Collection of data is the process of enumeration and gathering the proper records. This will also help to understand the comarision of airtel with other network services. income and so on from descriptive study.

Greater accuracy. who are in touch with the informant. Schedules sent through enumerator (1) Direct personal observation: Under this method the datas are collected by the investigator personally. 5 . For the collection of primary data. Information through agencies 4. 1. Under this method the investigator approaches witnesses (or) third parties. The investigator must be a keen observer. the method of direct oral investigation can be followed. Original data are collected. Indirect oral interview 3. 2. Enquiry is not large 4. the investigator may choose any one of the following methods.Primary Data: Primary data are those which are collected for the first time by The researcher and they are the original information. Direct personal observation 2. (2) Indirect oral interview: When the informant in reluctant to supply information. Mailed questionnaires 5. Confidential datas are to be collected 3. tactful and courteous in behaviour. He asks or cross examines the informant and collects necessary information. This method is adopted in following cases: 1.

To get quick and better response. There are blank spaces for answers. (4) Mailed Questionnaires: In this method. 1. They are provided with standardized questionnaires. is prepared. who are expected to write the answers in the blank spaces. Error in the investigation is very small because information is obtained directly from the respondents. 6 . a questionnaire consists of list of questions pertaining to the enquiry. 2. A covering letter in also sent along with the questionnaire requesting the respondents to extend their full co-operation by giving the correct replies and returning the questionnaire duly filled in time. Of all methods. 4. Specific training and instructions are given to them for filling up schedules. (5) Schedules sent through enumerator: It is the most widely used method of collection of primary data. They collect the information and transmit it to the office person. A number of enumerators are selected and trained. It saves money. It can be widely used when the area of investigator is large. the return postage expenses in borne by the investigator. labour and time. They do this according to their own ways and tastes. 3. by sending a self addressed and stamped envelope.(3) Information through agencies: Under this method local agents (or) correspondents will be appointed by the investigator. This questionnaire is sent to the respondents. the mailed questionnaire method is the most economical.

There are the records maintained by various Government and private offices the researches carried out by individual research scholars in the universities (or) research institutes. Reports of various committees and commissions appointed by the Government g. Unpublished Sources: There are various sources of unpublished data. International and local agencies publish statistical data and chief among them are. a. Sources of Secondary Data: The various sources of secondary data can divided into two broad categories. International publications b. • Published sources • Unpublished sources Published sources: Various Government. Semi . Publication of research institution e.official publications.Secondary Data: Secondary data are those which have been already collected and analyzed by some earlier agency for its own use. Publication of commercial and financial institution f. Journals and Newspaper. and later the same data are used by different agency. c. d. 7 . Official publication of central and state Governments.

Statistical Tools: 1. Tables 2. Bar Charts 8 .

to construct superior solutions Our projects team ensures top class execution of a solution. and 9 . We work closely with our Enterprise customers to uniquely address all their strategic connectivity needs.enabling end-to-end solutions.Ventures Limited. by using a mix of applications & technologies.the Mobility Leaders business groups and the Infotel Leaders business group. We harness the power of alliances to combine with ownership of media and technologies to create business . Bharti Tele . • • We have a Regional organization to ensure customer proximity Our "Vertical" organization . a part of Bharti Enterprises is India's leading provider of telecommunications services. All these services are provided under the Airtel brand. We are the "total telecom provider" for India's large enterprises. long distance services and enterprise services. The business at Bharti Tele Ventures has been structured into two main strategic business groups .ensures depth of customer understanding and focus for extensive coverage • • We have a solution group . 1995 Bharti Tele-Ventures as a Private limited company. The Mobility business group provides GSM mobile services across India in twenty three telecom circles.CHAPTER .II HISTORY OF THE ORGANISATION On July 07. while the Infotel business group provides broadband & telephone services. Our entire organization is tailored to bring focus to our customers needs through a unique multi-dimensional structure.also available regionally .

we create solution that is flexible. We have a blue chip client list and the largest enterprises in India are our customers. our philosophy is "value creation" for our customers. you can talk on the phone while you are online. It's perfect for real-tie interactive multimedia. large documents. 10 . DSL provides blazing-fast. secure Internet access and can be delivered to both homes and to businesses. At Airtel Enterprise Services. Delivered right through a regular telephone line. Therefore. With DSL Internet Service you can download graphics-heavy files. photos. We are technology neutral and customer focused. no busy signals. DSL can be delivered to both homes and to businesses. data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. instantly. and more. broadcast quality video-on-demand. software.8Kbps modem on a standard analog phone line. DSL Technology Airtel Broadband is powered by DSL technology. And because DSL Internet Service sends data and voice over the same line. email attachment.• We provide high quality post-implementation support through our Customer Services team Our end-to-end solutions are supported by global quality standards shared by Six Sigma methodologies and world-class customer care. scalable and robust. Digital Subscriber Line(DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28. There are no dial-up delays. What used to take minutes or hours to download will take just seconds or minutes.

a new dynamic organizational structure has emerged.It's also a service that you don't have to dial into. with realigned roles. open a browser. 2004. With effect from September 01. Beyond Internet access.speed Internet access through DSL. then waiting to be connected. Just turn on your PC. ORGANISATION STRUCTURE As an outcome of a restructuring exercise conducted within the company. changes your Internet experience perceptibly. High . responsibilities and reporting relationships of Bharti's key team players. (No more hearing those annoying beeps and tones. this role model will enable continued improvement in the delivery of the Group's strategic vision. DSL also has the ability to carry additional phone lines and entertainment services using the same pair of wires. You're always connected whenever you wish to!). and you're ready to surf. 11 .

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268 5.193.278.169 74.401.659.028 295.11 1.96 IFI Life Insurance Corporation of India 26.43 FII The Growth Fund of America Inc. Category Name of Shareholders No.63 54.445 1.64 Vodafone International Holdings BV CIT GROUP GLOBAL MARKTES MAURITIUS PVT LTD 106. Foreign Cos.50 15. 2005. Total 13 21. of Shares Percentage of Shareholding Promoter Foreign Cos.021.840 2.CAPITAL INVESTMENT Major Shareholders Details of Shareholders holding more than 1% of the paid up share capital as on December 31.938 1.650 45.000.000 1. FII Bharti Telecom Limited Pastel Limited 859.87 FII Morgan Stanley and Co International Ltd 37.14 .986.946.470.

Bharti televentures is making all afford to ensure. Strive to provide a balance between the provision of universal service to all uncovered Areas. Availability of affordable and effective communication for the citizens is at the core of the vision and goals.558 million (year ended March 31.2005 .2004 .81. the telecommunication sector to a competitive Environment in both urban and rural areas providing equal opportunities and Level playing field for all players. hilly and tribal Areas of the Country. REVENUE The Bharti tele-ventures limited has show sustained growth in the last 2 years. Social and economic goals. Encourage development of telecommunication facilities in remote.50. Transform in a time bound manner. and the provision of high-level services capable of Meeting the need of the Country's economy.369 million (year ended March 31. That the main objectives are achieved.Audited) o Rs.SOCIAL ACTIVITY Bharti tele-ventures is committed provide quality mobile services at a affordable price to the citizens of the repost part of the country. Rs.Audited) 14 . including the rural areas. Access to telecommunication is of utmost importance for achievement of the country's.

internet c) VPN 15 . 6) Details as bills as mobile service while are disconnected for non -payment to the Concerned customer 7) To issue prepaid and post paid cards 8) To issue life time card 9) To provide duplicate bill for customers 10) Bill collection from customers 11) To provide phone shifting facilities on customers 12) To functioning DSL technology 13) To provide ATM services 14) To Provide Easy charge 15) To provide satellite services a) PAMA/DAMA b) BIT .FUNCTION 1) Issue of application forms for new mobile phone connections 2) Issue of demand notes for new mobile phone connections 3) Accepting request for accessories 4) Handling of complaints on customer care services 5) PCO for making LOCAL / STD / 1ST calls.

Today in the customer driven economy all firms are engaged in a rate to attract customers and build a long term relationship with their loyal customer. the customer is highly satisfied or delighted. A customer satisfied will act as a spokes person of the company's product.CHAPTER . satisfaction is a function of perceived performance and expectations. and bring in more buyers. • Communications are used to convey to customers to experience that goes on using a 'value' added product.III REVIEW OF RELEVANT LITERATURE Customer Satisfaction Satisfaction is a feelings of pleasure or disappointment resulting from comparing a products perceived performance or in relation to his or her expectations. As this definition makes clear. 16 . the customer is satisfied. If the performance exceeds expectations. There is also a high correlation between loyalty and profitability. For this they have to ensure: • Brands are positioned so as to convey distinctiveness. The key to customer loyalty is through customer satisfaction. If the performance matches the expectations. If the performance falls short of expectations. • Delivery to reinforce the promptness in making available to the customers a 'value added' product. the customer is dissatisfied. So marketers have to ensure customers valued satisfaction.

Xerox's senior management believes that a very satisfied or delighted customer is worth 10 times as much to the company as a satisfied customer. A very satisfied customer is likely to stay with xerox many more years and buy more than a satisfied will some of today's most successful companies are raising expectations and delivering performances to match. A customer's decision to loyal or to defect is the sum of many small encounters with the company. companies need to create a "branded customer experience". Marketing programmers suitable to the target market. organizing. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. All the efforts of the marketers are trying to understand buying motives.• Relationships are built to offer life time customer value to enable the consumer to experience value satisfaction.Total customer satisfaction. 17 . Those who are highly satisfied are much less ready to switch. In today's competitive environment. marketers have to make all the complexities which go in to the buying behaviour and frame. where companies are adopting various methods to the prospective consumers. The result is high customer loyalty. High satisfaction or delight creates an emotional bond with the brand not just a rational preference. Consulting firm forum corporation says that in order for all these small encounters to add up to customer loyalty. buying behaviour and working out suitable promotional strategy to suit the consumer behaviour is to ensure consumer satisfaction. These companies are aiming for 7cs.

The brand must represent a promise about the total resulting experience that customers can expect. These information flows provide 18 . companies need to monitor their competitor's performance in these areas for example a company was pleased to find that 80% of its customer said they were satisfied.The key to generating high customer loyalty is to deliver high customer value . in his delivering profitable value. Easy for its customer to deliver suggestions and complaints. The value delivery system includes all the communications and channel experience the customer will have on the way to obtaining the offering. For customer centered companies.centered organization makes it. "A company must develop a competitively superior value delivery system. Companies are also adding web pages and e-mail to facilitate two-way communication. whether the promise is kept depends up on the company's ability to manage it's value delivery system. Complaint and suggestion systems: A customer . A company's value proposition is much more then it's positioning on a single attribute" it is a statement about the resulting experience customer will have from the offering and the relationship with the supplier. He was further dismayed when he learned that this competitor was aiming to reach a 95% satisfaction score the following are the four methods used by companies to track customer satisfaction. According to Michael Lanning . Many restaurants and hotels provide forms for guests to report likes and dislikes. Then the CEO found out that its leading competitor attained a 90% customer satisfaction score. customer satisfaction is both goal and a marketing tool companies that achieve high customer satisfaction ratings make sure that this market knows it. In addition to tracking customer value expectations and satisfaction.

Customer satisfaction surveys: Studies show that although customers are dissatisfied with one out of every for purchase less than 5 percent of dissatisfied customer will complain most customers will buy less or switch suppliers. They send questionnaires or make telephone call to a random sample of recent customers. A high positive word . Not only should companies hire mystery shoppers. They also solicit buyer's views on their competitor's performances. but managers themselves should leave their offices from time to time enter company and competitor sales situations where they are unknown. and experience.mouth score indicates that the company is producing high customer satisfaction. It is also useful to measure the likelihood or willingness to recommend the company and brand to others.companies with many good ideas and enable them to act quickly to resolve problems. it is also useful to ask additional questions to measure repurchase intention. this will normally be high it the customer's satisfaction is high. First hand the treatment they receive as "Customers". While collecting customer satisfaction data. These mystery shopper can complain about a restaurants food to test how the restaurant handles this complaint. Complaint levels are thus not a good measure of customer satisfaction directly by conducting periodic surveys. Ghost shopping: Companies can hire persons to pose as potential buyers to report on strong and weak points experienced in buying the company's and competitors products. A variant 19 .of .

The aim of the marketing concept is more to help them to please following slogans of the employees of Marshall field and company may be remembered in this connection. • We strive to give completely satisfactory service to every customer’s thus modern marketing starts and ends with the consumer. • We are more interested in pleasing a customer then in marketing sale. • Customer is always right if she thinks she is right. Customer service at a cross roads: Strategic importance of the customer service for the Airtel. Happiness is best achieved by rendering substantial forms of assistance to others rather than by direct pursuit. Not only is it important to conduct exit interviews when customers first stop buying. • Every sale of merchandise or service includes the obligation to accept the article for credit refund. accounting for upto 32% of overall satisfaction. but it also necessary to monitor the customer lots rate.of this is for managers to phone their own company with questions and complaints to see how the calls are handled. If it is increasing this clearly indicates that the company is failing to satisfy customers. Lost customer analysis: Companies should contract customers who have stopped buying or who have switched to another supplier to learn why this happened. exchange for adjustment promptly and courteously to the consumer's satisfaction. Every firm should strive to maximize customer satisfaction. 20 . • Satisfaction with customer care and the performance of the customer care is a key factor in overall satisfaction in the Airtel.

68% of the customers leave a Airtel provider because they were upset with poor treatment from customer service center agents.• Customer care operations in the Airtel are a liability to their organization's operating efficiently. get customer care agents are typically the most under paid. • There is a strong link between agent performance an churn . download our communications white paper. 21 . There is a statistical link between employee behavior and customer satisfaction. Increasing agent confidence through continuous knowledge and skills development contributed significantly to agent satisfaction and length of employment. under trained and disgruntled employees. loyalty and improved profits. If you would like to learn more about customer care center against plays in customer retention.

CHAPTER IV DATA ANALYSIS AND INTERPRETATION

This chapter deals with data analysis and interpretation of the information collected by the issue of questionnaire - cum - schedule on "Customer satisfaction of AIRTEL in Sankarankovil Taluk".

The collected information are analyzed and interpreted different categories Viz, age, groups, income level etc., educational background, occupational level etc., The satisfaction of Airtel customers are clearly analyzed interpreted. The following tables charts showing the details about said characteristics.

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Table 1 1. Table showing the details about sex category of respondents.

Sex

No. of Respondents

Percentage

Male Female Total

86 14 100

86 14 100

Inference:

From the above table it* is clear that out of 100 respondents, the respondents have come under the male groups and remaining 14% of the respondents have come under the female groups.

The table informs that majority 86% of the respondents have come under the male groups.

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Chart 1 1. Chart showing the details about sex category of respondents.

No. of Respondents
100 90 80 70 60 50 40 30 20 10 0 Male No. of Respondents Female 14 86

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58% of the respondents have come under the age group of 21 . 10% of the respondents have come under the age group of 31 .30 years.above Total 27 58 10 5 100 27% 58% 10% 5% 100% Inference: From the above table is clear that 27% of the respondents have come under the age group of below 20 years.40 years and the remaining 5% of the respondents were falling under the age group of above 41 years. Category No. 25 . of Respondents Percentage Below .Table 2 2.20 21-30 31 -40 41 . Table showing the details about age category of respondents. The table informs that majority 58% of the respondents have come under the age group of 21-30 years.

Chart showing the details about age category of respondents.30 31 .Chart 2 2.40 41 . of Respondents 26 . 70 60 50 40 30 20 10 10 0 Below 20 21 .More 5 27 58 No.

Secondary D. 13% of the respondents are illiterate. 27 .Table 3 3. Graduation E. Respondents Percentage (%) A. 6%> of the respondents have completed post graduation and remaining 2%o of the respondents are primary education. Table and chart showing the details about educational category of respondents. Category No. The table informs that majority 45% of the respondents have completed graduation.of. 22% of the respondents have completed other qualification. Others Total 13 2 12 45 6 22 100 13 2 12 45 6 22 100 Inference: The above table shows that the educational qualification of respondents. 12% of the respondents have completed secondary education. 45% of the respondents has completed graduation. Illiterate B. Post Graduation F. Primary C.

of Respondents 28 . 50 45 40 35 30 25 20 15 10 5 0 Illiterate Primary Secondary 2 13 12 45 22 6 Graduation Post Graduation Others No.Chart 3 3. Chart showing the details about educational category of respondents.

9% of the respondents are in other occupation. Others Total 7 13 30 28 3 10 9 100 7 13 30 28 3 10 9 100 Inference: The above table represents the division of the respondents on the basis of occupation. Profession F. The above table clears that a majority 30% of the respondents are doing own business. Private Service C. Government Service B. Table showing the details about occupation category Category No. Farmer G. Business D. 7% of the respondents are in government service and remaining 3% of the respondents are in profession. 13% of the respondents are in private service. of Respondents Percentage (%) A. 29 .Table 4 4. 10% of the respondents are farmers. Student E. 30% of the respondents are doing own business. 28% of the respondents are students.

Chart showing the details about occupation category 35 30 30 25 20 15 10 5 0 Government Private Business Student Profession Farmer Others 7 3 13 10 9 28 No. of Respondents 30 .Chart 4 4.

31 . of Respondents Percentage (%) Up to Rs.000 and about 3% of the respondents belong to the income level of Rs.15000.5001 10.Table 5 5. 15000 respectively. Table and chart showing the details about monthly income category of respondents.2001 5000.2000 2001 to 5000 5001 to 10000 10001 to 15000 Above 15000 Total 55 22 20 3 100 55 22 20 3 100 Inference: The above table represents the division of the respondents on the basis of income level. It is informed that a majority 55% of the respondents belong to the income level of up to Rs. About 20% of the respondents belong to the income level of Rs. About 22% of the respondents belong to the income level of Rs. 10001 . About 55% of the respondents belong to the income level upto Rs.2000 and above Rs. Category No.2000.

15000 Above 15000 32 . of Respondents 10000 .5000 5001 .Table 5 5.2000 2001 . 60 50 40 30 55 22 20 10 20 3 0 0 Upto Rs.10000 No. Table and chart showing the details about monthly income category of respondents.

36% of the respondents influence by friends level. 11% of the respondents influence by relatives and remaining 10% of the respondents influence by neighbors. of Respondents Percentage (%) Advertisement Relatives Friends Neighbors Total 43 11 36 10 100 43 11 36 10 100 Inference: The above table represents the division of the respondents on the basis of influence to the product. Table and chart showing the sources of influence to the product by the respondent Category No. 43% of the respondents influence by Advertisement.Table 6 6. The above table clears that a majority 43%) of the respondents are influence by advertisement level. 33 .

Chart 6 6. Chart showing the sources of influence to the product by the respondent 50 45 40 35 30 25 20 15 10 5 0 Advertisement Relatives Friends Neighbours 11 10 43 36 No. of Respondents 34 .

27% of the respondents obtaining Talk more. 18% of the respondents obtaining others category and remaining 5% of the respondents obtaining time life services. The above table clears that majority 50% of the respondents obtained student pack on the customer level. of Respondents Percentage (%) Talk more Student pack Life Time Others Total 27 50 5 18 100 27 50 5 18 100 Inference: The above table represents the division of the respondents on the basis of service pack obtained by the respondents in that 50% of the respondents obtained students pack.Table 7 7. customers lowing the details about the service back obtained by the respondents Category No. Table. 35 .

Chart showing customers lowing the details about the service back obtained by the respondents 60 50 50 40 30 20 10 0 Talk More Student Pack Life Time Others 27 18 5 No. of Respondents 36 .Chart 7 7.

Table 8 8. 37 . No. Table showing the details about Satisfaction of Airtel Advertisement S. Satisfaction about Airtel Advertisement Number of Respondents Percentage 1 2 Yes No Total 89 11 100 89% 11% 100% Inference: The table shows that out of 100 respondents. 89% of the respondents are satisfied with the advertisement and 11% of the respondents are not satisfied with the advertisement.

Chart 8 8. Chart showing the detail about satisfied which Airtel advertisement 100 90 80 70 60 50 40 30 20 10 0 Satisfaction about Airtel Advertisement Yes No 38 .

30% of respondents felt that the quality is very good. Table showing the details about quality of Airtel SIM S. No. Quality of the Airtel Number of Respondents Percentage 1 2 3 4 Excellent Very Good Good Poor Total 20 30 42 8 100 20% 30% 42% 8% 100% Inference: The table shows that out of 100 respondents 20% of respondents felt that the quality is excellent. 39 .Table 9 9. 42% of respondents felt that the quality is good and 8% felt that the quality is poor.

20 Very Good.Chart 9 9. 30 Good. 8 Excellent. 42 40 . Chart showing the details about quality of Airtel SIM Poor.

No. 41 . About the Price Number of Respondents Percentage 1 2 3 4 Low Very Low High Very high Total 29 5 52 14 100 29 5 52 14 100% Inference: The table shows that out of 100 respondents 29% of the respondents felt that price is low. Table showing the details about the Price of the SIM S. 52% of the respondents felt that price is high.Table 10 10. 5% of the respondents felt that price is very low. 14% of the respondents felt that price is very high.

of Respondents High Very High 29 14 5 42 .Table 10 10. Table showing the details about the Price of the SIM 60 52 50 40 30 20 10 0 Low Very Low No.

In that. 43 . 27% of the respondents uses post paid and remaining 2% of the respondents uses others. Category No. The above table clear that majority 71% of the respondents are using prepaid level. of Respondents Percentage (%) Post Paid Pre Paid Others Total 27 71 2 100 27 71 2 100 Inference: The above table represents the division of the respondents on the basis of mode of service used by the respondents.Table 11 11. Table and chart showing the details about Mode of service used by the respondents. 71% of the respondents uses prepaid.

of Respondents Others 2 27 44 .Chart 11 11. Chart showing the details about Mode of service used by the respondents. 80 71 70 60 50 40 30 20 10 0 Post Paid Pre Paid No.

Table 12 12. 63% of the respondents felt that the coverage facility is satisfied. of Respondents Percentage (%) Satisfied Dissatisfied Moderate Total 63 10 27 100 63 10 27 100 Inference: The above table represents the division of the represent on the basis of their satisfaction on network coverage facility. 27% of the respondents felt that the coverage facility is moderate and remaining 10% of the respondents felt that the coverage facility is dissatisfied. It is clear that a majority 63% of the respondents felt that the network coverage facility is satisfied. Table showing the satisfaction level of respondents about the network coverage. Category No. 45 .

of Respondents Moderate 46 .Chart 12 12. 70 60 50 40 30 20 63 27 10 10 0 Satisfied Dissatisfied No. Chart showing the satisfaction level of respondents about the network coverage.

47 . Majority of the respondents 71% felt that they get timely help from the customer service center. Table showing about the provision of customer care Category No.Table 13 13. of Respondents Percentage (%) Yes No Total 71 29 100 71 29 100 Inference: The above table shows whether the respondents receive timely help from customer service center. About 71% of the respondents felt that they get timely help from the customer service center and the remaining 29% of the respondents felt that they are not getting the timely help.

Chart 13 13. of Respondents 30 20 10 0 Yes No 48 . of Respondents 80 70 60 50 40 No. Chart showing about the provision of customer care No.

301 D.250. 250 C. 18% of the respondents spend Rs. 49 .400. 998 H. 200 B. of Respondents Percentage (%) A. 400 E. 501 G. 440 F. 20% of the respondents spend for others.440. Category No. Table showing the details about amount spent for recharge card by the respondents.501 and remaining 1% of the respondents spend for Rs. 1% of the respondents spend for Rs.301.Table 14 14. 6% of the respondents spend for Rs. 15% of the respondents spend for Rs.200. 3% of the respondents spend for Rs. 1599 Others Total 36 6 3 15 18 1 1 20 100 36 6 3 15 18 1 1 20 100 Inference: The above table reveals the amount spent by the respondents for purchasing recharge card in that 36% of the respondents spent Rs.1599 for Recharge Card.

Chart showing the details about amount spent for recharge card by the respondents. of Respondents 50 . 40 35 30 25 36 20 20 15 15 10 5 0 200 250 301 400 440 501 998 1599 Othres 6 3 1 0 1 18 No.Chart 14 14.

Table 15 15. Table showing the usage of Group Card System in Airtel by the respondents Category No. 51 . of Respondents Percentage (%) Yes No Total 72 28 100 72 28 100 Inference: The above table shows whether the respondents group card use the system in Airtel about 72% of the respondents are using group card system and remaining 28% of the respondents are not using group card system in Airtel. Majority of the respondents 72% use the group card system in Airtel.

Chart showing the usage of Group Card System in Airtel by the respondents 80 70 60 50 40 30 20 10 0 72 28 Yes No.Chart 15 15. of Respondents No 52 .

of Respondents Percentage (%) Yes No Total 90 10 100 90 10 100 Inference: Table represents the satisfaction level of respondents with group card system. Category No. Table showing the details about Satisfied with group card system. 53 . 90% of the respondents are satisfied with the group card system and 10% of the respondents are dissatisfied with the group card system.Table 16 16.

No. Chart showing the details about Satisfied with group card system. of Respondents 54 . of Respondents 100 90 80 70 60 50 40 30 20 10 0 Yes No No.Chart 16 16.

Category No. 74% of the respondents like news and cricket and remaining 26% of the respondents are not like new and crickets. Majority of the respondents 74% feel that they like news and crickets. of Respondents Percentage (%) Yes No Total 74 26 100 74 26 100 Inference: The above table shows whether the respondents extra facilities like news and cricket in Airtel customers. 55 .Table 17 17. Table and chart showing the extra facilities like new and cricket the customers.

of Respondents No 56 .Chart 17 17. Chart showing the extra facilities like new and cricket the customers. 80 70 60 50 40 30 20 10 0 74 26 Yes No.

About 38% of the respondents satisfied. Table showing the details about satisfied in using the Airtel Customers. Category No.Table 18 18. 57 . of Respondents Percentage (%) Highly Satisfied Satisfied Moderate Not-Satisfied Total 29 38 32 1 100 29 38 32 1 100 Inference: The above table shows the respondents satisfied using in Airtel. The above table clears that a majority 38% of the respondents feel that the satisfied using in Airtel. about 32% of the respondents moderate 29% of the respondents highly satisfied and remaining 1% of the respondents are not satisfied using in Airtel.

Chart showing the details about satisfied in using the Airtel Customers.Chart 18 18. of Respondents 58 . 40 35 30 25 20 15 10 5 0 Highly Satisfied 29 38 32 1 Satisfied Moderate Dissatisfied no.

vii. Most of the respondents are doing their own business. 89% of the respondents said that the quality are the reasons for the Airtel Services. xii. Most of the respondents come under the graduate level. of connections to be increased mainly by advertising. x. ix. Majority of the respondents Airtel services praises high. v. iv. iii. i.200. The majority of the respondents are getting the student pack. ii. xi. The majority of the respondents feel that the coverage facility are satisfied.2000 and above Rs. The majority of the respondents belong to the age group between 21-30 years. 59 . viii. 15000 respectively. Analyzing the socio economic factors. 71% of the respondents feel that they get timely help from the customer service centre. The no. 36% of the respondents belong to the recharge card using recharge level Rs. Maximum number of respondents belong to the income level upto Rs. All the respondents are approaching customer service center for activating the prepaid card. xiii. vi. it is evident that most of the respondents belong to the male group.CHAPTER .V FINDINGS AND SUGGESTIONS Findings: With the help of the analysis chapter the following findings can be made.

38% of the respondents are satisfied by using the Airtel network. xviii.xiv. 81% of the respondents get use the maximum message limit sent from the network. 60 . 72% of the respondents are the group card system in Airtel. xvii. xvi. 74% of the respondents feel that the extra facilities like news and cricket are good. 48% of the respondents have been sharing the information which friendly related. xv.

Suggestions: We look forward to receive our comments and suggestions on any aspect of your services and offerings. • The customers request you to provide the free SMS in national level. • To rectify customer complaint as early as possible. so that you can improve. then and there and make more relevant to your needs and wants. • Reducing the re-charge card price and increasing the validity increase the Airtel customers. • It is necessary to increase dealers on post paid and prepaid card. • You can provide modern technological and implementation to the customers. • The customers expect you to improve the land line connection • Customers expect the network coverage facility in rural areas and urban areas. 61 .

Finally the study on customer satisfaction towards Airtel with special reference at Sankarankovil is helpful to arrive a valuable suggestion through the analysis of primary data and secondary data. 62 . It is also proved to be a great experience for the research from the respondents.CONCLUSION The study on the customer satisfaction on Airtel in Sankarankovil taluk proved to be very useful and highly informative. “It is not we are serving the customer but the customer has given an opportunity for as to serve him” is followed by the agents. In the words of Gandhiji. The comparative study on cu8stomer satisfaction towards other few is quite useful and also the rules and regulations followed in usage of Airtel is clear and effective.