Professional Documents
Culture Documents
On the topic
“Student perception
towards Airtel Customer
Care Services”
Submitted to:-
Submitted by:-
Ahmad Mustafa
Roll No. RR1801A16
Reg. No. 10811688
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Table of contents
EXECUTIVE SUMMARY...............................................3
INTRODUCTION........................................................4
LITERATURE REVIEW.................................................5
RESEARCH METHODOLOGY.........................................9
HYPOTHESIS..........................................................10
DATA ANALYSIS & INTERPRETATION..........................11
FINDINGS..............................................................25
CONCLUSION AND RECOMMENDATIONS......................25
ANNEXURE............................................................26
QUESTIONNAIRE...............................................................26
REFERENCES.........................................................29
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Executive summary
This project has been done on the permission of Mr. Ajay Chandel. The topic was also
assigned to me by him as “student perception towards Airtel customer care services”. I
selected the university campus as the location of my project. A structured questionnaire was
filled by 30 students of LSB who were using Airtel mobile services. Since the place of
project was known to me being the student here as well, i consulted the respective faculty
member who guided me at all steps with humble approach as good as a best friend. I would
like to thank Mr. Ajay sir who supported me while drafting and designing the Questionnaire.
There were lot of constraints faced while filling questionnaire but i managed the situations
and completed my project successfully.
The literature review articles were wholly downloaded from different websites where as
much focus was devoted towards primary data which was collected through questionnaire.
After collecting the data from 14 questions comprising questionnaire, i used my data analysis
and interpretation skills through MS Word And MS Excel Application Software’s of MS
Office 2007.
At the end of this project i gave some important conclusions and recommendations based on
my research.
Ahmad Mustafa
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Introduction
Promise:-
“To help the customer as quickly and as efficiently as possible at
first point of contact by email directly, useful telephone numbers,
quick links to store locations, payment centres and much more.”
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Literature Review
The Company Bharti Airtel is divided into 3 business units that are:
• Broadband & Telephone (B&T) services
• Enterprise services
• Mobile services
For decades, companies relied on push marketing to sell their products and services. Then in
the 1990s, the emphasis shifted to relationship marketing, as “customer care” and slogans
like “delight your customers” became the mantra of many marketers. But those tactics have
been loosing their effectiveness, innovative companies are now trying a different approach:
they are providing customer with open, honest, and complete information (Glen L. Urban,
1984).
To exist and flourish in the today’s competitive market a company needs to have a basis of
competitive advantage. The search for and nourishment of such advantage may be found in
superior products that customer value, by effective cost or differentiation strategies or
financial aptitude Customer satisfaction and service quality should be entrenched within the
chapter principles of a business. This value enables an organisation to distribute the services
to the client in a strategic and an incorporated approach, and in a sustainable manner. Over
the past decade, the nation has moved into a service economy, and organizations everywhere
are becoming customer focused and customer driven.
However since customer satisfaction has become a significant determinant as an element of
assessing an organization performance. It was first found in Sweden in 1992, with the
establishment of the Swedish customer satisfaction index. Other developments have taken
place in Germany, USA, UK, and gradually world wide awareness has been shown.
Customer service is a gradually becoming more and more significant focuses for
administration attention, since it generates wealth for the company by adding together at the
same time value for the customers (Christopher, 1992; LaLonde et al., 1994).
Firms are now aware of the need to preserve their existing customer and to create customer
loyalty but first there is a need to make a clear terminology. Customer may be loyal because
of the absence of substitutes, or due to of some incentives but, given real and more numerous
competitive alternatives; loyal customers are best achieving by delivering customer
satisfaction. Customer satisfaction can be measured but it is not a management activity.
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The Great Interactive Services of Airtel Digital TV has brought for its hi-end customers a
wide range of interactive services. Now with the help of television, we can do anything for
instance, shopping, planning of our holidays, see our horoscope, booking of movie tickets,
watching news and much more. For availing all these services, we should require to press the
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iTV key from our remote for entering in the world of Interactive services. We can select our
favorite program from a variety of applications designed according to our requirements. The
following are some great interactive services of Airtel digital TV.
• iPizza
• iNet
• iShop
• iTravel
• iAstro
In all these services if customer finds any problem or difficulty, he/she immediately calls
customer care of Airtel to assist him for resolving the case. So the diversity among the
complaints regarding malfunctioning or some automatic activation of Value Added Service
etc are the key isues for which customers make calls to the C.C. executive.
Research Methodology
Sampling Plan :
a) Population : The populations interviewed in the research are students
of lpu in the campus itself.
b) Sample Size : Owing to the constraints of time & budget, the samp le
size was restricted to 30 students.
c) Sample Element :The sample element of th e research are students of
lpu.
d) Sample Unit : Lovely professional University.
e) Sample Duration : The sample duration was between Nov. 2009 and
Dec. 2009
Sampling Technique :
The sampling technique was convenience sampling .
Convience sampling
Convience sampling attempts to obtain a sample of convenient elements.
Respondents are selected because they happen to be in right place at right
time e.g. USE OF STUDENTS.
Research Design :
A research design is the detailed blue print used to guide a research study
towards its objectives. It helps to collect, measure and then analyze the data.
• Type Of Research
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• Nature Of Research
The study undertaken is of “ Quali tative ” in nature. It is structured,
standardized, question based .
• Type Of Question
The type of questions asked during the study are “ Straight forward and
limited probing ”.
Hypothesis
• Secondary Sources :
In this study the secondary data is collected from internet
Primary data
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Q. 1.
Interpretation:-
Q. 2.
Interpretation:-
Q. 3.
Interpretation:-
From above question i can infer that the service mix for
students is very good that is why they showed very
positive response towards this question.
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Q. 4.
Interpretation:-
Q. 5.
Interpretation:-
Q. 6.
Interpretation:-
Q. 7.
Interpretation:-
Interpretation:-
Q. 9.
Interpretation:-
Q. 10.
Interpretation:-
Q. 11.
Interpretation:-
Q. 12
Interpretation:-
Q. 13.
Interpretation:-
Q. 14
Interpretation:-
The overall view point of all the responents was that like
tata indicom and reliance competitors there is no free
night calling from Airtel to Airtel and another issue they
raised was that their is need of much more innovative
services hich exist in other countries like 3G services are
launched but still it remained confined to several cities.
Findings
Annexure
QUESTIONNAIRE
Dear Student,
a. postpaid b. prepaid
2. How do you rate the attitude of Airtel customer care services towards
you as a customer?
1 2 3 4 5
Quality of service
(Connectivity) _________ _____ _________ ______ _________
Varieties of Services
Offered (schemes) _________ _____ _________ ______ _________
Availability in different
States (roaming) _________ _____ _________ ______ _________
(ii).In your opinion how much time the service should take in order to
satisfy the needs -------------
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c Responsive d. economic
Excellent
12. how many times you need calling customer care to solve the problem?
q. yes b. no
14. What is your experience when you complain to the customer care or
frontline staff regarding your problems?
__________________________________________________________.”
THANK YOU
Name Mr./Ms.----------------------------
Mobile no -------------------------------
Department ---------------------
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References
http://www.airtel.in/wps/wcm/connect/airtel.in/Airtel.In/Home/ForYou/Mobile/Post
paid/Services/
http://www.connectindia.in/posts/list/articles-the-great-interactive-services-of-
airtel-digital-tv-982107.htm