Comparative Analysis of Pre-Paid Vs.

Post-Paid connections of Airtel in Ludhiana
Submitted to Punjab College of Technical Education In partial fulfillment of the requirements Of the degree of

Masters of Business Administration Session (2006-08)

By

Priyanka Sharma

PUNJAB COLLEGE OF TECHNICAL EDUCATION BADDOWAL
AFFILIATED TO

PUNJAB TECHNICAL UNIVERSITY, JALANDHAR

ACKNOWLEDGEMENT
Foremost of all,I express my sincere indebtedness to the Almighty for bestowing me with favorable circumstances and keeping me in high spirits. This project is the end product of the valuable contribution of many persons to whom,I remain in debt. I am greatly thankful to Mr.Gautam Bansal for his help in making my project. I express my deepest sense of gratitude to Mr.K.N.S.Kang for providing us the platform on which we learn the practical application of our theory . I express my thanks & regards to my family and my friends for their encouragement and support to perform this task. Last but not the least ,I am highly highly thankful to the respondents of my questionnaires,without whom doing this project would have been impossible. Priyanka Sharma MBA (2006-2008)

Title of project:

Comparative Analysis of Pre-Paid vs. Post-Paid Connections of Airtel in Ludhiana.

Name of the Student: Name of the Institution: Name and Designation of Advisor: Degree to be awarded: Name of the University:

Priyanka Sharma Punjab College of Technical Education,

Ludhiana. Mr.Gautam Bansal lecturer Master of Business Administration Punjab Technical University, Jalandhar

ABSTRACT
The present study was undertaken for the purpose of comparing post-paid and pre-paid with special focus on the perception of consumer about knowing the satisfaction level of both pre-paid and post-paid customers. To know the key motivating force opting for the pre-paid and post-paid connections. To gauge the customer loyalty for its subjective options. An effort was made to understand the basic dynamics governing both pre-paid and post-paid connections in GSM segment of Airtel.

_____________________
Signature of advisor

_________________
Signature of student

TABLE OF CONTENTS
_________________________________________________________________ o Company Profile o Title of the project o Introduction o Review of literature o Need of Research o Objectives of the research o Research Methodology o Research Design o Data Collection o Sampling Plan o Sample size o Population o Sampling Design o Sampling Unit o Universe

o Analysis and Interpretation o Conclusion &Suggestions o Summary o Bibliography

o Questionnaire

LIST OF TABLES _______________________________________________________________________ _ TABLE No:HEADING

_______________________________________________________________________ _ 1. 2. 3. 4. Respondents using mobile phone Respondents using pre-paid and post-paid connections Duration of using the connection Influences dictating the connection type

5. 6. 7. 8. 9 . 10.

Recommendation to friends & acquaintances Satisfaction regarding the connection type Loyalty towards the brand The key benefits influencing the purchase Satisfaction as a customer by the Value Added services Key benefits perceived from Pre-paid connection

11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21.

Factors influencing the Pre-paid Schemes of Airtel. Problems regarding usage of connection Contribution of full value recharge and other discounts Satisfied with customer care activities Satisfaction with connection type(Post paid) Satisfaction with connection type(Prepaid) Shifting of the connection type Key benefits influencing the purchase. Satisfaction as a customer by the Value Added services Difficulty in deactivating the postpaid connection Ranking of Key benefits perceived by Postpaid connection

22. 23. 23(a) 24. 25.

Ranking to the reasons of favoring Prepaid Connection Problem in terms of Connectivity Importance of Specific Number Satisfaction with customer care Activities Preference to Change the connection type

LIST OF FIGURES _____________________________________________________________________ Figure No:Heading

______________________________________________________________________

1. 2. 3. 4.

Respondents using mobile phone Respondents using pre-paid and post-paid connections Duration of using the connection Influences dictating the connection type

5. 6. 7. 8. 9.

Recommendation to friends & acquaintances Satisfaction regarding the connection type Loyalty towards the brand The key benefits influencing the purchase Satisfaction as a customer by the Value Added services

10.

Key benefits perceived from Pre-paid connection

11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21.

Factors influencing the Pre-paid Schemes of Airtel. Problems regarding usage of connection Contribution of full value recharge and other discounts Satisfied with customer care activities Satisfaction with connection type(Post paid) Satisfaction with connection type(Prepaid) Shifting of the connection type Key benefits influencing the purchase. Satisfaction as a customer by the Value Added services Difficulty in deactivating the postpaid connection Ranking of Key benefits perceived by Postpaid connection

22. 23. 23(a) 24. 25.

Ranking to the reasons of favoring Prepaid Connection Problem in terms of Connectivity Importance of Specific Number Satisfaction with customer care Activities Preference to Change the connection type

INTRODUCTION Telecommunication is the transmission of signals over a distance for the purpose of communication. Today this process almost always involves the sending of electromagnetic waves by electronic transmitters but in earlier years it may have involved the use of smoke signala, drums or semaphores. Today, telecommunication is widespread and devices that assist the process such as the television, radio and telephone are common in many parts of the world. There is also a vast array of networks that connect these devices, including computer networks, public telephone networks, radio networks and telephone networks. Computer communication across the Internet, such as e-mail and internet , is just one of many examples of telecommunication.

The basic elements of a telecommunication system are: o a transmitter that takes information and converts it to a signal for tranmission o a transmission over which the signal is transmitted o a receiver that receives and converts the signal back into usable information For example, consider a radio broadcast. In this case, the broadcast tower is the transmitter, the radio is the receiver and the transmission medium is free space. Often telecommunication systems are two-way and devices act as both a tranmitter and receiver or transceiver. For example, a mobile phone is a transceiver . Telecommunication over a phone line is called point-to-point communication because it is between one transmitter and one receiver, telecommunication through radio broadcasts is called broadcast communication because it is between one powerful transmitter and numerous receivers. Signals can either be analogue or digital . In an analogue signal, the signal is varied continuously with respect to the information. In a digital signal, the information is encoded as a set of discrete values (e.g. 1's and 0's).

A collection of transmitters, receivers or transceivers that communicate with each other is known as a network. Digital networks may consist of one or more routers that route data to the correct user. An analogue network may consist of one or more switches that establish a connection between two or more users. For both types of network, a repeater may be necessary to amplify or recreate the signal when it is being transmitted over long distances. This is to combat noise which can corrupt the information carried by a signal. A channel is a division in a transmission medium so that it can be used to send multiple independent streams of data. For example, a radio station may broadcast at 96 MHz while another radio station may broadcast at 94.5 MHz. In this case the medium has been divided by frequency and each channel received a separate frequency to broadcast on. Alternatively one could allocate each channel a segment of time over which to broadcast. The shaping of a signal to convey information is known as modulation. Modulation is a key concept in telecommunications and is frequently used to impose the information of one signal on another. Modulation is used to represent a digital message as an analogue waveform. This is known as keying and several keying techniques exist — these include phase-shift keying, amplitude-shift keying and minimum-shift keying.Bluetooth, for example, uses phase shift keying for exchanges between devices However, more relevant to earlier discussion, modulation is also used to boost the frequency of analogue signals. This is because a raw signal is often not suitable for transmission over free space due to its low frequencies. Hence its information must be superimposed on a higher frequency signal before transmission. There are several different modulation schemes available to achieve this — some of the most basic being amplitude modulation and frequency modulation. An example of this process is a DJ’s voice being superimposed on a 96 MHz carrier wave using frequency modulation (the voice would then be received on a radio as the channel “96 FM”).

SCENARIO OF TELECOM INDUSTRY IN INDIA Identifying the telecom sector as one of the prime movers to the Indian economy, new telecom policies and regulation by Government of India aims at establishing world-class telecommunication infrastructure in the country. Indian telecom services are the fastest growing of all the telecom sectors in the world. The Indian telecommunication industry, offers an ideal setting for investment. The rise in demand for telecom services in India is not restricted only to the basic telephony services. It has rather expanded its horizon to cellular, radio paging, valueadded services, Internet, and global mobile communication by satellite services in the country. Predicting the growth many analysts envision that the demand of Indian telephony and cellular services are expected to rise further over the next few years. It was thrown open to private players in the 1990s. The country is divided into multiple zones, called circles (roughly along state boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are circles in their own right. The government owned BSNL runs local, mobile and long distance telephone services all over the country (except in the Delhi and Mumbai circles). Several private companies give competition to BSNL/MTNL in different circles. Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and Mumbai). There are other companies too, such as Touchtel and Tata Teleservices which do not have a pan-Indian presence. Reliance Infocomm has licences to provide services all over the country, but have started off only with CDMA mobile and fixed mobile services (where the phone is not wired to the exchange, but is used like a fixed line at home or office). Landlines are now facing competition from mobile telephones (GSM and CDMA based). Mobile phone connections are readily available from private companies for relatively low prices. The competition has forced the government owned monopoly BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network quality has improved

and landline connections are now usually available on demand, even in high density urban areas. In addition to the government monopoly, there are several private landline telephone companies, notably Reliance and Tata Teleservices and Bharti (which runs the landline company Touchtel and the mobile company Airtel). Long distance service is now more comprehensive and cheaper, carried primarily on fiber optic cable. There are several private long distance companies, the government owned BSNL continues to use its monopoly against them. However, the competition has caused prices to drop and calls across India are now comparable in price to calls across the continental United States.

Mobile Cellular: The mobile service has seen phenomenal growth since 2000. In fact, in September, 2004 the number of mobile phone connections have crossed fixed-line connections. Currently there are an estimated 50 million mobile phone users in India compared to 45 million fixed line subscribers. The rules allow for up to 4 mobile phone companies in each circle (one is always BSNL). India primarily follows the GSM mobile system, in the 900 MHz band. Recent operators also operate in the 1800 MHz band. The dominant players are Airtel (almost all over India), Hutch, Idea cellular (from the Tata group) and BSNL/MTNL. There are many smaller players, with operations in only a few states. International roaming agreements exist between most operators and many foreign carriers. A recent entrant has been the Reliance group, which originally only had licences for landline service. Loopholes in the regulations allowed it to set up mobile operations across India using CDMA technology. Since it hadn't paid the high fees for mobile licences, it could offer calls at very low rates. This resulted in high competition with the established mobile players, with lower prices and increased features all around. Eventually the telecommunications regulator (TRAI) stepped in and levelled the playing field, but the low prices have stayed.

Main operators

o o o o o o o o

Bharti (Airtel) Hutch MTNL Idea BSNL Spice Reliance Aircel

TELECOM COMPANIES

BSNL BSNL or Bharat Sanchar Nigam Limited is India’s largest Communication Service Provider (CSP), and seventh largest in the world. Previously known as DoT (Department of Telecommunications) when it was under federal government control, it became a corporation in 2000. BSNL has footprints in entire India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL, and commands over 40 million landlines and 18 million mobile subscribers. TATA INDICOM Tata Indicom is a private telecom service provider that operates in 2,500 towns in India. Tata Indicom provides two kinds of phone services. The first are cell phone services based on CDMA technology. The second is a handset connected to a remote tower just like a normal cell phone. This obviates the need of having a normal fixed line to the telephone exchange. It also does not need recharging since the handset is connected to an electrical source. It has 9.4 million subscribers, of which 6 million are mobile subscribers. The company is part of the Tata Group, one of India's most well known companies TOUCHTEL OR AIRTEL

Touchtel was the branding given to the fixed line services provided by Bharti TeleVentures, which also operates mobile servies under the Airtel brand. But as of 18th September 2004, under a unified brand strategy for all telecom brands, it has been rebranded as Airtel.

BHARTI TELECOM Bharti Telecom is among India's largest mobile phone operators. With more than 21.9 million subscriptions, the company is one of the world's fastest growing telecom companies. It offers its moblie 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. . Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading provider of telecommunications services. The businesses at Bharti Airtel Limited 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 twenty-three 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.

GROUP COMPANIES

o Bharti Airtel o Bharti Teletech o Telecom Seychelles o Bharti Telesoft Ltd

o Teletech Services o Field Fresh Foods Ltd.

Bharti Airtel: It is India’s leading provider of telecommunication services The company has 4 distinct Business divisions - Mobile & telephone services, broadband services, long distance services and enterprise services. Bharti TeleTech Ltd: Bharti TeleTech Ltd manufactures and exports world-class telecom equipment under the brand 'Beetel' Telecom Seychelles Ltd: Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand 'Airtel' Bharti Telesoft Ltd: Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and services to telecom carriers. Teletech Services: TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a range of Customer Management Services Field Fresh Foods Ltd: FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA. BHARTI STRATEGY Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and exporter of world class telecom terminals under its 'Beetel' brand, Bharti has created a significant position for itself in the global telecommunications sector. Bharti Airtel Limited is today acknowledged as one of India's

finest companies, and its flagship brand 'Airtel', has over 24 million customers across the length and breadth of India. While a joint venture with TeleTech Inc., USA marked Bharti’s successful foray into the Customer Management Services business, Bharti Enterprises’ dynamic diversification has continued with the company venturing into telecom software development. 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. AIRTEL Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading provider of telecommunications services. The businesses at Bharti Airtel 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 twenty three 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. Sunil Bharti Mittal, the founder-chairman of Bharti Enterprises (which owns Airtel), is today, the most celebrated face of the telecom sector in India. He symbolizes the adage that success comes to those who dream big and then work assiduously to deliver it. Sunil Bharti Mittal began his journey manufacturing spare parts for bicycles in the late 1970s. His strong entrepreneurial instincts gave him a unique flair for sensing new business opportunities. In the early years, Bharti established itself as a supplier of basic telecom equipment. His true calling came in the mid 1990s when the government opened up the sector and allowed private players to provide telecom services. Bharti Enterprises accepted every opportunity provided by this new policy to evolve into India's largest telecommunications company and one of India's most respected brands. Airtel was launched in 1995 in Delhi. In the ensuing years, as the Airtel network expanded to several parts of India, the brand came to symbolise the very essence of mobile services

Airtel is the biggest cellular service provider in India. Bharti Televentures owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (Fixed line and Internet Connectivity), Long Distance Services and Enterprise Services (Telecommunications Consulting for corporates). Bharti Televentures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of 11 million total customers which constitute, 10 million mobile and 1 million fixed line customers. Airtel has ambitious plans to provide 25 million connections by mid-2006. There is fierce competition among local telecommunications companies to provide better service and Airtel is regarded as one of the top communications service provider in the Asian region too. As of June 2005, Airtel has 12 million subscribers. World leaders in the telecom industry such as Vodafone and SingTel hold partial stakes in Airtel

Vision:

The vision for Bharti’s mobile business is “To be globally admired for telecom services that delight customers” By 2010 Airtel will be the most admired brand in India: o Loved by customers o Targeted by Top Talent o Benchmarked by more business

Product Range Post Paid Card It is a connection that enables to make calls within and outside the state, gives monthly billing and an option on VAS. Prepaid Card Airtel gets you connected and talking in minutes with pre-activated STD and ISD facilities and exciting value-added services. In this the customer does not get a bill he/she uses a recharge coupon which has a fixed validity period within which the customer should recharge it so that he can avail the prepaid facility. Business Lifestyle Plan AirTel Standard Leisure Plan AirTel Easy Its Cost:Security Deposit (Refundable) Activation Charges Total Rs. 2000 Rs. 1260 Rs. 3260

Note: The above are one time entry cost. The deposit is completely refundable.

Airtime Rates Business Lifestyle Plan Monthly Rental Outgoing Rates(applicable 24 hours) Incoming Rates(applicable 24 hours) The rates are valid 24 hours a day/ 7 days a week Rs. 625 per month Rs. 8 per minute Rs. 1 per minute

AirTel Standard Plan

Monthly Rental Standard Hours(10 am to 9 pm)

Rs. 475 per month Rs. 4 per minute(Outgoing and Incoming) Rs. 3.90 per minute(Outgoing and Incoming) Rs. 2.90 per minute(Outgoing and Incoming)

Concession Hrs-I(8 am to 10 am & 9 pm to 12 midnight)

Concession Hrs-II(12 midnight to 8 am)

Billing pulse is of 30 seconds. On Sundays and National Holidays (15th Aug, 26th Jan & 2nd Oct) the tariff rates are of Rs. 2.90 per minute (midnight to 8 am) & Rs. 3.90 per minute (8 am to midnight).

AirTel Leisure Plan Monthly Rental Incoming & Outgoing Rates 8 pm to 8 am (Weekdays) 8 am to 8 pm (Weekdays) Sundays & National Holidays (all 24 hours) 50 paisa per 30 seconds Rs. 3 per 30 seconds 50 paisa per 30 seconds Rs. 525 per month

Weekdays are Monday to Saturday. National Holidays are 15th Aug, 26th Jan & 2nd Oct. The billing pulse is 30 seconds on all days.

AirTel Easy

Monthly Rental

Rs. 525 per month Outgoing Incoming perRs. minute 6.00 perRs. minute 6.00 perRs. minute 2.00 per 2.00 per 2.00 per

Peak Rate

Rs. minute Rs. minute Rs. minute

6.00

Standard Rate

Off Peak Rate

Prepaid Cash Card Magic Pre Paid Connection Magic Ready Cellular Card is your ready-to-use, no-hassle cellular connection. It comes pre-activated with STD/ISD calling facility. Backed by Airtel, the leading cellular operator in India, it gives you crystal clear communication in entire Delhi, Ghaziabad, Noida, Gurgaon, Faridabad and Ballabhgarh. Magic is the simplest way to go cellular. Wide Availability Magic Ready Cellular Card and Magic Recharge Cards are available widely all over the city at over 1800 outlets. No applying Magic is available across the counter. You do not need to apply in advance or go through complicated formalities to get connected. Instant Connectivity Magic Ready Cellular Card can be used as soon as it's bought. Your connection is preactivated with a host of other services. Compatible with all Handsets With only Magic, you are assured that it would work with all models of GSM cellular handsets.

No Bills No more keeping track of bills every month. With Magic, you pay when you want and as much as you need. Total Cost Control Magic gives you complete control over your cellular expenses every month. The friendly IVR service tells you your balance, free of cost, whenever you desire. Convenient Recharging

Recharging your Magic card is very simple. Whenever your balance is running low, just buy a recharge card of value most suitable or recharge on-line. Free Home Delivery Just call "Dial-a-Magic' at 333 (toll free) from your Magic to place the order, and get the card delivered at your preferred address at no extra cost. Currently this service is available in Delhi and Gurgaon only. Working manner of magic When you buy a Magic Ready Cellular Card pack you get a SIM card and a recharge card in the pack. Your Magic SIM card is already activated and just needs to be loaded with calling value, which you can do by using the Magic Recharge Card. This calling value is valid for a pre-defined period called the validity period. You can make and receive calls only during this validity period. As and when you make or receive calls the calling value balance on your Magic Card account keeps reducing as per the applicable airtime rates. You must get your Magic Card recharged before the calling value is over or the validity period ends. Magic Recharge Cards are widely available at over 2400 outlets spread across the city in convenient denominations of Rs.500, Rs.1000, Rs.2000 and Rs.3000. Every time you recharge your Magic Card you get a credit of calling value which has a new validity period attached to it. The validity period is followed by a grace period of 15 days during which no calls can be made or received, but the Magic Card Account can be recharged. During the grace period you can also order for a Magic Recharge Card to be delivered at your doorstep, absolutely free of cost, by simply dialing 333 from your Magic. MAGIC ... the most affordable cellular No Rentals No Security Deposits Pre-activated STD/ISD Free CLI Cost Package Sadasdasd Magic "Regular" pack

MRP Inclusive of : Calling Value

Rs. 1525

Rs. 785.71

Activation Fee

Rs. 500

Processing Fee

Rs. 166.67

Service Tax

Rs. 72.62

Recharging Magic Card One can either recharge Magic online or purchase a recharge card from any of our outlets spread across the city. Recharge cards are available in four convenient denominations of Rs.500, Rs. 1000, Rs. 2000 and Rs 3000. Technology: In no other service or business is technology such a major factor. Sales and marketing are futile without a sound technological base. Hence we analyze AirTel on the basis of this parameter. Technological facets in cellular services are explained and the level of expertise of both players stated. Call set up time: This is the time that it takes a user to get connected after the completion of the dialing process. Presently 8-30 seconds is considered normal set-up time. Airtel call set up time is generally within this range. Capacity Call congestion: This is the quality of getting calls through even in high user density areas. Airtel provides better customer satisfaction. This will enable them to increase their customer base leading to increased revenues in the future. Voice Quality and Coverage It is the clarity of transmission. In city centers this quality is not difficult to maintain. However it becomes very important when the transmission is being directed to or from under ground locations, from behind tall building and structures , narrow and congested city interiors. Airtel provides better quality in the above mentioned. The reason for this is the better infrastructure and technology. Customer care

In one of the market researches, consumers described Mobile telephony as the Dil Ka Rishta. And always taking notice were the 2 giants – Airtel and Essar. As the passage of time has added importance to the above concept, both these organizations have tried getting the upper hand at providing their clientele with customer care and services that wireless technology can bring to them Our foray into deciding the leader in this quest has left us with extremely close results. We looked at this competition at 2 different stages: Customer care at the point of making the sale:For both these concerns, this translated into providing smoothness of transaction for the customer Airtel had been established to posses 3 core values–.Leadership, Performance and Dynamism. In its quest for customer care, it embarked upon a campaign intended to add “warmth” to these core values. It was felt that the creative should reflect humane yet aspirational, family-centric yet reachable and softer brand values. AFTER-SALES SERVICE: The aspect of comfort should continue even after a customer has made an initial purchase, and both corporations have made it a locus point of their strategies. Airtel has in its arsenal an impressive number of after sales service stations. Airtel is planning to build a network of over a dozen Airtel Customer Centres from the present number of 2. Airtel Touch Points – Created to serve as lifestyle style establishments, their number is expected to go up to about 50 in Delhi itself.

STRATEGIES:The Company has developed the following strategies to achieve its strategic objective:
• •

Focus on maximizing revenues and margins; Capture maximum telecommunications revenue potential with minimum geographical coverage;

Offer multiple telecommunications services to provide customers with a "one-stop shop" solution;

Position itself to tap data transmission opportunities and offer advanced mobile data services;

Focus on satisfying and retaining customers by ensuring high level of customer satisfaction;

• •

Leverage strengths of its strategic and financial partners; and Emphasize on human resource development to achieve operational efficiencies.

Types of Services 1 Long Distance Services: Get connected on the world class Airtel long distance network . 2 Audio Conference Service: To stay ahead of competition, all modern organization has to stay in constant touch with their partners, associates and clients. Born out of this Is ACS from Airtel, India’s best value audio conferencing solutions 3 Enterprise Services: A communication solution groups created to help make your business at ease. It is a strategic business unit created to deliver end to end telecom solutions.

.

Types of Enterprises Services 1 2 Voice Services Bharti Tele-Ventures became the first private fixed-line service provider in India. It is now promoted under the Airtel brand. Airtel has started providing fixed line services in the 4 circles of Delhi, Haryana, Madhya Pradesh, Karnataka, and TamilNadu & Uttar Pradesh. These circles have high telecommunication potential for carrying wise & data traffic. These circles were strategically selected so as to provide synergies with Airtel’s long distance network and mobile network. Mobile Services Established in 1985, Bharti (Airtel) has been a pioneering force in the telecom sector.Bharti gave Delhi its first mobile services-Airtel today; Airtel’s mobile footprint extends across the country wide in 21 Telecom circles. Its service standards compare with the very best in the world. In fact, that’s now how Bharti has managed to win the trust of millions of customers and makes it one of the top 5 operators in the world, in terms of service and subscriber base. Satellite Services Airtel Enterprises Services provides connectivity wherever you take a business and bring the benefits of excess in remote locations. It is a leading provider of broadband IP satellite services. Its solution supports audio, video and voice applications on demand. Internet Services Airtel Enterprises Services bring a comprehensive suite of data technology its support all types of network and insure our customers can migrate their network to the future seamlessly. Voice Services Mobile Services

Broadband and Telephone Airtel broadband and telephone services, India premium telecommunication brings a new experience in telephony. From integrated telephone services for corporate and small business enterprises to user-friendly plans for homes, it brings innovative, cost affective solutions to cater to your need. There are two divisions in this Value Added Services: o Subscription Services o News Alerts o Astrology Alerts o Joke Alerts o Business News o Health Tip o Filmy Gossip

Other Services: o Call Conference o Voice Mail o GPRS-Mobile Office o Fax & Data o WAP Portal o SMS to 646 o SIM based Services Roaming Services: o Prepaid Roaming o National Roaming o International Roaming o Regional Roaming

AREAS

Bharti Airtel Ltd

Mobile Services

Broadband & Telephone Services

Enterprise Corporate Carrier

Delhi & NCR Kolkata Chennai Mumbai Maharashtra & Goa Gujarat Karnataka Andhra Pradesh MP & Chattisgarh Tamil Nadu & Pondicherry Kerala Punjab Haryana UP (West & Uttranchal) UP East Himachal Pradesh Rajasthan W.Bengal Mobile services

North NCR South Central South West Solutions based communications group to provide customized offering through its portfolio of mobile broadband & telephony, data & Internet solutions.

Orissa Bihar J&k Andaman & Nicobar Assam & North East NETWORKS AND ALLIANCES Internet infrastructure: Internet backbone involves state of the art high-end routers and switches as may deployed on the best networks across the world to offer our customers reliable service of unmatched quality. Three years back Airtel had established satellite based gateway for internet access. This was the first gateway by a private operator. Fixed line infrastructure: Our high quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu, Karnataka, Madhya Pradesh and Chahattisgarh, intensively covers the most prominent commercial and business districts in the country. Long distance infrastructure: 25,000 km advanced fibre-optic cable long distance

network covers India's top 200 cities. And it powers the services of India's leading private telecom service providers - cellular, fixed line and internet through Airtel Long Distance Services Submarine cable: Airtel has partnered with SingTel to create the world's largest submarine cable system- Network i2i with 8.4 Tbps capacity. This 3200 km undersea cable structure stretches from Chennai to Singapore and thereon to Tier-1 carriers on SingTel's capacity on 175,000 km of cables. The huge capacity on network i2i is distributed locally in India through our 25,000 km of advanced fibre-optic domestic long distance backbone, providing unprecedented capacity, speed & reliability Wireless network: India's finest cellular service, Airtel Mobile Services, has the world's 2nd largest cellular footprint, covering 16 circles, all the major metros and mini metros. Employing GSM and GPRS technologies, we bring bandwidth to customers on the move.

Alliances: Alliances with the world's best companies helps in establish a leadership position in the Indian telecom industry. We have partnered with blue chip companies like IBM, Nokia, Alcatel, Siemens, Oracle and Nortel Networks to provide us with the best technologies to help our customers run their business smoothly. FUNCTIONS AND ACTIVITIES OF VARIOUS DEPARTMENTS

Human Resource Department

This department deals with the employees of the organization, both new and old employees. It focuses on the needs of the employees in terms of the psychological needs, social needs, monetary needs etc. and the organization in terms of manpower required for its smooth functioning. HRD is also involved in providing training to all the employees of the organization. Training is given to employees to help them to acquire more knowledge of the job and to learn and to sharpen the needed skills, attitudes and values associated with efficient performances of the jobs. New employees often need training as a means of their progress in their jobs and career. Functions Manpower requirement The first and foremost of the HRD is defining the manpower requirement of the organization. The HRD personnel, by keeping the organization goals in mind determine the skills and expertise to achieve those organization and goals.

Job Analysis

After deciding upon the requirement of manpower the next step is to do job analysis. Job Analysis includes identification f each job in terms of duties and responsibilities determining the nature of work & work conditions and determination f requirement as to abilities and skills that are prescribed of the persons holding it in short, preparing the job descriptions& job specification of the various jobs to be performed.

Recruitment and selection The function involves finding the right person for performing the various jobs. Recruitment involves searching for various positions, which arise from time to time in the organization. Selection involves choosing the most suitable from the available applicants from the available positions. Determination of Compensation to be given for the job performed. This function involves deciding upon the salary to be given to each employee e as per his/her position in the organization. And also the additional benefits to be given as per his/her position in the level of hierarchy. This function also involves deciding upon the increments to be given to the employees. It is the responsibility of the HRD department to make sure that the half yearly and annual appraisals are conducted n time by the various departmental Heads.

Administrative Department The Administrative Department performs the following functions:o Stationary/Purchase/Cost control/Distribution o Processing the bills / Keeping the records. o Security o Transportation o Logistic:-Hotel/ Ticket/ Reservation/ Courier/ Taxi. o Contracted Staff:- Salary Management

o Optimized Utilization of resources

Marketing and Sales Department Following are the functions of Marketing Department:o Responsible for the promotion of products o Introduction of various schemes to promote the existing products. o Introducing new products to the market. o Advertisement. o Promotional Activities viz. Survey within/ outside the department of their own company.

o Following are the functions of Sales Department:o To sell the products in the market. o To make people aware of the company’s products. o To act as direct link between company products and the customer thereby bringing about reduction in pricing. o To make the customer feel that the company cares for them.

Information Technology Office Automation

Department is responsible for interconnecting the various Regional offices of the company with the Head Office through WAN (Wide Area Network). Also interconnection of various through LAN (Local Area Network).

Development a) Development and updating the Intranet of the company, which contains all the

information about the company. b) Development of various software’s which are useful for the different departments. Billing activities New Schemes Printing of Bills of subscribers.

REVIEW OF LITERATURE
o Sears Roebuck Company in the USA and by IES in the UK conducted a research. They found ‘satisfied’ employees do not necessarily perform to the best of their abilities. Personal satisfaction is an internal emotion that need not relate in any direct way to organizational outcomes. Another dimension is surely vital to motivate employees to ‘go the extra mile’.In the past couple of years, the term ‘employee engagement’ has increasingly come to the fore and been discussed as a major determinant of employee performance. o Global Industry Analyst: The global outlook series on Mobile Communications provides a collection of statistical anecdotes, market briefs, and concise summaries of research finding. o Roy(1999) Stated that Airtel subscribers are finding it difficult to get connected to the Airtel number through a landline phone. One can rarely connect to mobile numbers through the department of telecom telephone, but there is no such problem from mobile to mobile. o Financial Express (2002) conducted survey and founded that value plus services-the thoughtful touch that makes Airtel the first choice of many. Airtel offers its customers a wide array of extras that are designed to take care of every need. In keeping with its traditional to constantly innovate, Airtel is the first cellular operator in Punjab, Haryana and many other places to offer its customers a 32 k sim card which would not only provide the customer a large memory but enable them to accesses a host of sms services like train information, services, gifts, food, travel, hotel, shopping etc.

Besides the above Airtel also brings you a number of new services Voice, specially selected for Punjabi’s keeping their lifestyle and requirement in mind such as immigration consultation, Gurbani, Wake-up call, vet online etc.

o Sukumar & Suveen K. Sinha (2002)- They studied that the wire line telephone will be in every house . But cellular phone will be like a wrist watch. Everyone will have one. These words could be constructed as a plug of sorts, but Sunil Mittal’s quaint anology is based, not on hope but on number that his Company Bharti Televentures and the entire cellular accepts today:50 million cellular subscribers by 2005 . Just to put that number in context, one in every 25 Indians will own a cellular phone by 2005, and achieve this target, the size of Cellular industry in the country will double every year for the next four yrs. o Mohanta (2002)- He studied that today there are around 5 million mobile phone users in India and everyday there are around 1 million sms (short messaging system) messages that traverse India’s cellular networks. There are also value adds galore: News through sms, Net banking, The ability to search the net a WAP enabled phone, instant messenger adds-on, even the facility to make cinema reservations. India may not have a cellular market as large as china’s, Indian cellular subscribers may not behave the same way Japan’s I-moders do, but there are definitely the signs of mobile community emerging. o Suveen K. Sinha (2002)- Bharti is promising a network in Mumbai superior to that of BPL and Hutchison. Hutchison is installing a fourth switch in Delhi to take its capacity to 750,000. BPL- Birla- Tata-AT &T needs to quickly finalize a brand to grab customer attention. MTNL is expanding the capacity of its only switch in Delhi to 250000. o Samar Halankar(2002) conducted a study and stated that there is an idea for BSNL, MTNL and the host of private operators looking to grow the telecom business in India . Actually cell phones are better suited for text then landlines

NEED OF RESEARCH
Today we have seen that connectivity has started playing a very important role in our life. It was never before in the past that the connectivity such a long overwhelming role. Nowa-days most of the companies have set their eyes to target customer by positioning themselves with different set of customized technologies for its clients. The same has found expression in post-paid and pre-paid technologies offered by airtel, both having their own pros and corns, where post-paid serves first and later demands compensation for that service with various add on and billing plans. In comparison to pre-paid which moves on the philosophy of paying first and using later. It has its own advantages like pre-activated roaming, STD and ISD. These both products are placed side by side to suit various needs of customer. It becomes imperative for knowing the difference between the two ,to evaluate the post-paid and pre-paid schemes of Airtel connections, to know customer preference regarding post-paid and pre-paid connections and to gauge the customer satisfaction in both the sections.And thus are role as researcher is to know the difference and to unbiasly discern the both available technologies as to draw reasonable, conclusive superiority of one over the other not ignoring its lacunas of the technologies as to gain better understanding of the product and to offer reasonable solutions to various problems faced by the end users.

OBJECTIVES OF RESEARCH
1) Evaluating the post-paid and pre-paid schemes of Airtel connections. 2) To know customer preference regarding post-paid and pre-paid connections. 3) To gauge the customer satisfaction in both the sections.

RESEARCH METHODOLOGY
Research Design A research design is an arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. It constitutes the blueprint for collection, measurement and analysis of data. The research design for my research is exploratory and descriptive, as I will be exploring about the preference of the customer for prepaid or post paid Airtel connection and to gauge the customer satisfaction will be another parameter towards exploratory study.

Data Collection: For my research study the data has been collected by both the primary & secondary means. For primary data collection I adopted the structured questionnaire, which was filled by 100 respondents out of which 50 are prepaid users and 50 are postpaid users. The secondary data of my research has been collected through newspapers, some web sites, journals and some previous researches . Sampling Plan Sampling is an effective step in the collection of primary data and has a great influence on the quality of results. The sampling plan includes the universe, population, sample size and sample design.

Universe: Universe refers to all the eligible respondents of a particular research around the world. The universe for my research is all the mobile phone users.

Population: Population refers to part of universe from which the sample for conducting the research is selected. Universe & population can be same in some researches. The population of my research is the customers of Airtel who use Airtel prepaid and Postpaid connection.

Sampling Design: A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt in selecting items for the sample.

Sampling Unit: Sampling unit refers to smallest possible individual eligible respondent. In my study the sampling unit is single individual customer who possesses Airtel prepaid and postpaid connection.

Sampling size: Sampling size refers to total number of respondents targeted for collecting the data for the research. The sampling size of my study is 100 respondents.

Analysis and Interpretation
1. Respondents using mobile phone

ATTRIBUTES YES NO Table No:-1

NO. OF RESPONDENTS 100 0

PERCENTAGE OF RESPONDENTS 100% 0%

Figure No:-1 ANALYSIS: 100% of respondents possess mobile phone. INTERPRETATION: All the respondents are used for analyzing the research problem

2. Respondents using pre-paid and post-paid connections
NO. OF RESPONDENTS 50 50 PERCENTAGE OF RESPONDENTS 50% 50%

ATTRIBUTES PRE-PAID USERS POST-PAID USERS Table No:-2

Figure No:-2 ANALYSIS:50% of respondents are pre-paid user and 50% of respondents are post-paid user. INTERPRETATION: Distribution of post-paid and pre-paid users is even and thus would help in analyzing the problem.

3.Duration of using the connection

ATTRIBUTES

NO. OF RESPONDENTS Pre Paid Post Paid
5 21 24

PERCENTAGE OF RESPONDENTS Pre Paid 30 26 44 Post Paid
10 42 48

Less than 6 months 6 months to 1 year More than 1 year Table No:-3 Pre Paid

15 13 22

Post Paid

Figure No:-3 ANALYSIS OF PRE-PAID: 30% of respondents are using connection for less than 6 months, 26% of respondents are using connection for 1 year and 44% of respondents are using connection for more than 1 year.

INTERPRETATION OF PRE-PAID: Majority of respondents are using connection for more than 1 year followed by the beginners i.e. less than 6 months and lastly 26% respondents fall in the category of 6 months. ANALYSIS OF POST-PAID: 10% of respondents are using connection for less than 6 months, 42% of respondents are using connection for 1 year and 48% of respondents are using connection for more than 1 year. INTERPRETATION OF POST-PAID: Majority of respondents are using connection for more than 1 year followed by beginners i.e. less than 6 months and lastly 42% respondents fall in the category of 6 months.

4. Influences dictating the connection type

ATTRIBUTES

NO. OF RESPONDENTS Pre Paid 11 15 4 18 2 50 Post Paid
26 9 8 4 3 50

PERCENTAGE OF RESPONDENTS Pre Paid 22 30 8 36 4 100 Post Paid
72 18 16 8 6 100

Friends Relatives Company Executives Advertisement Others Total Table No:-4

Figure No:-4 ANALYSIS OF PRE-PAID: 22% of respondents are influenced by friends regarding the connection type, 30% by relatives, 8% by company executives, 36% by advertisement and 4% by others.

INTERPRETATION OF PRE-PAID: Advertisement, relatives and friends play key role in making choice regarding the connection type.

ANALYSIS OF POST-PAID: 72% of respondents are influenced by friends regarding the connection type, 18% relatives, 16% by company executives, 8% by advertisement and 6% by others. INTERPRETATION OF POST-PAID: Friends play key role in making choice regarding the connection type followed by relatives and company executives.

Pre Paid 5.Recommendation to friends & acquaintances
NO. OF ATTRIBUTES RESPONDENTS YES NO Table No:-5 49 1 PERCENTAGE OF RESPONDENTS 98 2

Figure No:-5 ANALYSIS: 98% of respondents recommend their connection type to their friends and relatives. INTERPRETATION: The companies should target promoting their product through inter personal selling.

6.Satisfaction regarding the connection type
Attribute No. of respondents Highly Satisfied16 satisfied 21 Indifferent 9 Dissatisfied 4 Highly 0 Dissatisfied Total 50 Table No:-6 Percentage of respondents 32 42 18 8 0 100

Figure No:-6 ANALYSIS: 32% of respondents are highly satisfied, 42% are satisfied, 18% are indifferent, 8% are dissatisfied and none of the respondents are highly dissatisfied. INTERPRETATION: Majority of respondents are satisfied with the product they using and they would not like to replace the product with another product at same price and facility.

7.Loyalty towards the brand
NO. OF ATTRIBUTES RESPONDENTS YES 5 NO 45 Table No:-7 PERCENTAGE OF RESPONDENTS 10 90

Figure No:-7 ANALYSIS: 90% respondents will not shift their connection type if same facilities were made available at same price by service provider whereas 10% will shift their connection type. INTERPRETATION: Majority of respondents are brand loyal which is a good indicator.

8.The key benefits influencing the purchase
Total of the ranks allotted to particular attribute by respondents Mean 88 1.76 4.24 4.2 2.24 7.24 7.04 4.48 4.8

Attributes Call rate Pre Activated STD, ISD 212 Pre activated roaming 210 Quick Activation 112 Easy bill payment facility 362 Online support 352 Customer care 224 Less formalities 240 Table No:-8

Figure No:-8 ANALYSIS: Majority factors influencing the purchase are easy bill payment facility and online support followed by customer care, pre activated ISD, STD, pre activated roaming and least influencing factors are quick activation and call rates. INTERPRETATION: More focus should be laid on factors like call rates and quick activation to improvise the sale of pre-paid connections.

9. Satisfaction as a customer from the Value Added services given by service provider
NO. OF ATTRIBUTES RESPONDENTS YES 44 NO 6 Table No:-9 PERCENTAGE OF RESPONDENTS 88 12

Figure No:-9 ANALYSIS: 88% of the respondents are satisfied by the value added services given by their service provider whereas 12% of respondents are dissatisfied INTERPRETATION: .Majority of respondents are satisfied with the value added services of pre-paid connections.

10.The key benefits perceived from Pre-paid connection

Attributes Benefit from toal cost control. Pre-activated Roaming. Easy Recharge. On demand activation of GPRS Voice Mail Call Conferencing Pre-activated STD and ISD facilities. Short messaging service Multi messaging services Table No:-10

Total of the ranks allotted to particular attribute by respondents 108 305 152 301 188 231 389 225 351

Mean 2.16 6.1 3.04 6.02 3.76 4.62 7.78 4.5 7.02

Figure No:-10 ANALYSIS: Pre activated ISD and STD is the key benefit perceived from pre-paid connection followed by multi messaging services, pre activated roaming and on demand activation of GPRS. Then call conferencing, short messaging services, voice mail, easy recharge and benefit from cost control are taken into consideration respectively.

INTERPRETATION: factors like benefit from cost control, easy recharge, voice mail, short messaging services and call conferencing should be focused more.

11.Factors influencing the Pre-paid Schemes of Airtel.
Total of the ranks allotted to Attributes particular attribute by respondents Mean Instant Activation 180 3.6 215

Easy Documentation Easy Recharge Pre-activated ISD and STD facilities Value Added Services as GPRS Availability Table No:-11

173 134 200 148

4.3 3.46 2.68 4 2.96

Figure No:-11 ANALYSIS: Easy documentation, value added services, instant activation and easy recharge are key factors influencing schemes of pre-paid connection followed by availability and pre-activated ISD and STD. INTERPRETATION: Easy recharge and value added services are key factors and similar stress should be laid on availability and pre activated ISD and STD.

12. Problems regarding usage of connection in terms of connectivity

NO. OF ATTRIBUTES RESPONDENTS YES 2 NO 48 Table No:-12

PERCENTAGE OF RESPONDENTS 4 96

Figure No:-12 ANALYSIS: 4% respondents are facing problem regarding the usage of connection in terms of connectivity whereas 96% respondents are not facing any problem. INTERPRETATION: : Majority of respondents are satisfied with their connection in terms of connectivity.

13.Contribution of full value recharge and other discounts in holding its pre-paid customers
NO. OF RESPONDENTS 40 10 PERCENTAGE OF RESPONDENTS 80 20

ATTRIBUTES YES NO Table No:-13

Figure No:-13 ANALYSIS:80% of respondents find full value recharge and other discounts lucrative enough to stick to their connection type whereas 20% respondents do not find it lucrative. INTERPRETATION: Majority of respondents are attracted by full value recharge and other discounts but remaining respondents should be taken into consideration.

14.Satisfied with customer care activities offered by Service Provider
NO. OF PERCENTAGE OF ATTRIBUTES RESPONDENTS RESPONDENTS YES 36 72 NO 14 28 Table No:-14

Figure No:-14 ANALYSIS: 72% respondents are satisfied with the customer care activities offered by service provider whereas 28% respondents are not satisfied. INTERPRETATION: The percentage of satisfied customers is to be improved and the focus should be made to minimize the dissatisfaction percentage.

Post Paid User 5.Recommendation to friends & acquaintances
NO. OF PERCENTAGE OF ATTRIBUTES RESPONDENTS RESPONDENTS YES NO Table No:-15 41 9 82 18

Figure No:-15 ANALYSIS:82% of respondents are satisfied with their connection type and 18% of respondents are not satisfied with their connection type. INTERPRETATION: Majority of respondents are satisfied with their connection type

6.Satisfaction with connection type
Attribute Highly Satisfied Satisfied Indifferent Dissatisfied Highly Dissatisfied Total Table No:-16 No. of respondents 5 14 25 5 1 50 Percentage of respondents 10 28 50 10 2 100

Figure No:-16 ANALYSIS: 10% of respondents are highly satisfied, 28% are satisfied, 50% are indifferent, 10% are dissatisfied and 2% are highly dissatisfied. INTERPRETATION: Half of the respondents are indifferent and from rest half majority are satisfied. Shifting of connection type if the same facility were made available at the same price by another service provider

7.Loyalty towards the brand
NO. OF ATTRIBUTES RESPONDENTS YES 7 NO 43 Table No:-17 PERCENTAGE OF RESPONDENTS 14 86

Figure No:-17 ANALYSIS: 14% of respondents will shift their connection type if same facilities are provided by another service provider and 86% will not shift their connection type. INTERPRETATION: Majority of respondents are brand loyal and not willing to shift their connection type.

8. Key benefits influencing the purchase.
Total of the ranks allotted to particular attribute by respondents Mean 110 85 285 325 150 215 230 2.2 1.7 5.7 6.5 3 4.3 4.6

Attributes Quick Activation Call rates Easy bill payment facility Online support Customer care Less formalities International Roaming Table No:-18

Figure No:-18 ANALYSIS: Online support and easy bill payment facility are key benefits which influences the purchase of post-paid connection followed by other benefits international roaming, less formalities, customer care, quick activation and call rates. INTERPRETATION: Benefits like call rates, quick activation and customer care needs to be improvised.

9.Satisfaction as a customer by the Value Added services given the service provider
NO. OF ATTRIBUTES RESPONDENTS YES 45 NO 5 PERCENTAGE OF RESPONDENTS 90 10

Table No:-19

Figure No:-19 ANALYSIS: 90% of respondents are satisfied as customer by value added services INTERPRETATION: Majority of respondents are satisfied by the value added services given by the service provider.

10(a).

Difficulty in deactivating the postpaid connection
NO. OF RESPONDENTS 3 47 PERCENTAGE OF RESPONDENTS 6 94

ATTRIBUTES YES NO Table No:-20

Figure No:-20 ANALYSIS: 94% respondents did not find it difficult to deactivate their connection and 6% respondents found it difficult. INTERPRETATION: Majority of respondents did not find it difficult to deactivate their connection.

10(b). Ranking of Key benefits perceived by Postpaid connection
Total of the ranks allotted to particular Attributes attribute by respondents Availability of choice number 67 Roaming. 317 Easy billing 117 GPRS. 338 Closed User Group Facility 167 Voice Mail 250 Short messaging service 393 Call conferencing 234 Multi messaging services 367 Table No:-21

Mean 1.34 6.34 2.34 6.76 3.34 5 7.86 4.68 7.34

Figure No:-21 ANALYSIS: Short messaging service, multi messaging service, GPRS and roaming are the key benefits perceived by the post-paid connection followed by voice mail, call conferencing, closed user group facility, easy billing and availability of choice number followed in decreasing order INTERPRETATION: Billing should be made easy and more focus should be on the closed user group facility and factors like voice mail and call conferencing needs to be focused..

11.Ranking to the reasons of favoring Prepaid Connection

Attributes Call rates Roaming facilities Prompt customer care Good Customer relationship management ISD and STD facilities Value Added Table No:-22

Total of the ranks allotted to particular attribute by respondents 173 262 149 88 240 138

Mean 3.46 5.24 2.98 1.76 4.8 2.76

Figure No:-22 ANALYSIS:-Roaming facilities and ISD and STD facilities are the key factors influencing post-paid schemes of airtel followed by call rates, prompt customer care, value added and good customer relationship management. INTERPRETATION: Customer relationship management needs to be improvised value added services and prompt customer care.

12.

Problem in terms of Connectivity
PERCENTAGE OF NO. OF RESPONDENTS RESPONDENTS 4 8 46 92

ATTRIBUTES YES NO Table No:-23

Figure No:-23

ANALYSIS: 92% respondents did not face any problem regarding usage of connection and 8% respondents faced the problem. INTERPRETATION: Majority of respondents did not face any problem in terms of using their connection type.

13.Importance of Specific Number

Attribute Yes No

No. of Respondents 32 18

%age of Respondents 64% 36%

Table No:-23(a)

Impotance of Specific Numbers

Yes No

Figure No:-23(b) ANALYSIS:-64% of the respondents are interested in taking the no. of their own choice rest of 36% don’t bother about the choice of number. INTERPRETATION:-Majority of the respondents are interested in taking postpaid connection because there are given more choices to select number of own choice.

14.Satisfaction with customer care Activities

NO. OF PERCENTAGE OF ATTRIBUTES RESPONDENTS RESPONDENTS YES NO Table No:-24 46 4 92 8

Figure No:-24

ANALYSIS:92% of respondents are satisfied with customer care activities offered by service provider and 8% are not satisfied. INTERPRETATION: Majority of respondents are satisfied with the customer care services provided by the service provider.

15.Preference to Change the connection type

PRE-PAID TO POST-PAID

POST- PAID TO PRE-PAID
PERCENTAGE NO. OF OF RESPONDENTS RESPONDENTS 9 41 18 92

NO. OF PERCENTAGE OF ATTRIBUTES RESPONDENTS RESPONDENTS YES NO 1 49 2 98

ATTRIBUTES YES NO

Table No:-25

Figure No:-25

ANALYSIS FOR POST-PAID: 2% of respondents are willing to shift their connection from pre-paid to post-paid and 98% respondents are against it. ANALYSIS FOR PRE-PAID: 18% of respondents are willing to shift their connection type from post-paid to pre-paid and 92% are not willing to shift.

INTERPRETATION: As from the above analysis there higher percentage of respondents who want to shift from post-paid to pre-paid than those who want to shift from pre-paid to post-paid.

CONCLUSION AND SUGGESTIONS

It has been seen that all of respondents possess mobile phones,it is also reflective index of growing prosperity as and also realization of need for communicating among themselves.Majority of peolpe both bin the case of prepaid and postpaid connections are influenced by their friends regarding their preferences for owning a postpaid or prepaid connection.Underlying the need of targeting these two segments for achieving their sales target.It hassssss been also observed that once these people acquire the connection ,providing with them satisfactory service by telecom service provider is also very important.As these people recommend their connection type to their friends and relatives.Hence they are effective modes of dispersing information and also agents of indirect selling. It has been learnt from the research that majority of respondents are satisfied with their connection type. It is safe to conclude that service provider is doing exceptionally well in providing the service to their respective clients but still there is need for few of dissatisfied customers to be taken care of .It is the prime duty of service provider to provide flawless service as to guarantee the satisfaction to customer.It has also been observed that only few of the respondents were willing to shift if same facilities were available to them by same service provider ,which is a strong indicator of customer loyalty within the customers. This brand loyalty is important consolation for the company and it should work towards cultivating it among the customers. It has further been learnt from the research that the key benefits influencing the purchase was the easy bill payment facility ,preactivated ISD ,roaming facilities in case of prepaid connection. These all together combine to form strong base of the company as far as satisfaction of their customer with their value added services is concerned ,88% of the customers were satisfied by the value provided to them by their service provided.The satisfaction level of customers are indicative of strong value added services package provided to its customers.Further the research,the key influencing factor which made its customers stick with prepaid schemes of airtel were the easy documentation for activation is that customers could easily own prepaid connections and start using instantly after giving

pre-requisite documents to sales point and hence he would prefer that.Majority of the respondents of both prepaid and post paid connection didn't raise any problem in terms of connectivity .An efficient connectivity assures a service provider a loyal client .Airtel has quite range of evenly distributed towers which help to provide uninterrupted connectivity.This is also a unique selling preposition which gives it a competitive advantage over the rest. In further evaluating the full value recharge and other discounts given to its customers were able to hold its clientele and were thus lucrative enough.Airtel should further enhance of these sopes.Most of the customers didn't find any problem in deactivating their connections .Large no. of clients were satisfied with as far as deactivation of connection was concerned. Key benefits perceived by postpaid connection builders came from MMS,GPRS,SMS followed by roaming,these are also the key elements which hold postpaid connection holders into its network.On the other hand,preactivated ISD and STD facilities were the major attraction for prepaid customers.Majority of respondents were satisfied with customer care service. To conclude ,it can be safely said that Airtel has done a commendable job in not only providing an uninterrupted service for connecting one person with another but also providing value added services such as GPRS,MMS etc.For prompt to customer care to hold its customers into its networking circle.Airtel has established itself as a brand which gives uninterrupted service to its users.It has thus also established itself as a company giving a right kindof customer care to its clients.It has cultivated brand loyalty amongst its clients.Airtel needs to simplify documentation,procedures.Airtel has also seen a growing number of prepaid users.This transition from postpaid to prepaid is also reflective.Easy documentation & easy activation are needed.If Airtel wants to improve its sale of postpaid connections,then it needs to improve upon two major lacunas which mar postpaid connections.

SUMMARY

From the research done on the Airtel customers,it has been inferred that major influences in choice comes from friends and relatives.In both prepaid and postpaid connections ,Airtel needs to concentrate its selliong strategies with more focus on advertisement and selling companies etc.Company should focus on Cross selling and interselling through providing extra sops as friends and acquaintances are major influencing factors on prepaid and postpaid connections.So they feel comforted and the company in term becomes successful in their venture of goodwill hunting. The company should try to remove the dissatisfaction among customers by improving customer service by focusing on reducing the call rates.By reducing the activation time is that promoting quick activation of postpaid connections,it should also give its clients preactivated roaming and preactivated ISD,STD facilities as given in the case of prepaid serevices Value added services should be the key area focus of Airtel Service as it is not just one day dimension of communication which enthrawls the customer but the other dimensions such as data transfer,voice mail,teleconferencing etc.are of the importance for customers.Thus in case of prepaid connection,the unique selling prepositionlies in easy documentation and easy activation.These shoul further be strengthened as well as the key focus of increasing and retaining the customers should be kept in mind through its various points of sale by strengthening the distribution network.It has also been felt that giving lucrative discounts such as full value recharges play an important role for a customer .Therefore the company should focus in providing the customers more discounts and more lucrative schemes.Further research has shown that customer care activities are important for customer and they play important role in cultivating the brand loyalty.The strength of the company lies in loyalty which it has cultivated among customers.In turn , company should focus strengthenly to strengthen various activities such as Value Added services ,Customer Care Activities etc.So more concern should be given on these aspects.

BIBLIOGRAPHY
NEWSPAPERS Times of India Hindustan Times The Tribune The Hindu MAGAZINES/JOURNALS Business Today Business World Business Line’s Investment World India Today BOOKS Kothari C.R.,(2nd edition,reprint 2005) , “Research Methodology”,New Age International (P) Limited Publishers,New Delhi,Page no.1 – 184 Malhotra Naresh K.,(4th edition,5th Indian reprint 2005), “Marketing Research”,Pearson education(Singapore)Pte Ltd,Indian Branch,Delhi,Page no.99-423

WEBSITES http://www.marketresearch.com http://www.bharti televenturesltd.com http://www.airtel-expressyourself.com http://www.bhartiairtel.com

QUESTIONNAIRE(Prepaid)

1.  

Do you have a mobile phone Yes No 2. Are you a prepaid or a post-paid user?  Pre paid  Post paid  Both 3. For how long you have been using the connection?  Less than 6 months  6 months to 1 year  More than 1 year 4. Who influenced you for choice regarding the connection type? (Tick one of the options)  Friends  Relatives  Company executives  Advertisement  Any other 5. Would you recommend your connection type to your friends& acquaintances? Yes No Please state reason for your answer_______________________________ 6Are you satisfied with your connection type? Highly satisfied Satisfied Indifferent Dissatisfied Highly dissatisfied

 

6.1) If dissatisfied, kindly specify the reason for your dissatisfaction ______________________________________________________________________ 7. Would you shift your connection type if the same facility were made available to you at same price by another service provider?  Yes  No 8. According to you rank the key benefits influencing your purchase? (Rank 1 being the highest and Rank 7 the lowest)  Quick Activation  Quick Payment  Back hand support  Easy bill payment facility  Online support  Customer care  Less formalities 9. Are you satisfied as a customer by the Value Added services given by your service provider?  Yes  No 9.1) If dissatisfied, kindly specify the reasons for your dissatisfaction ______________________________________________________________

10. According to you rank the key benefits you perceived from Pre-paid connection? (Rank 1 being the highest and Rank 8 the lowest)         Benefit from total cost control. Pre-activated Roaming. Easy Recharge GPRS. On demand activation of GPRS Voice Mail Call Conferencing Pre-activated STD and ISD facilities.

12. According to you rank the influencing factors for you to stick with the Prepaid Schemes of Airtel? (Rank 1 being the highest and Rank 5 the lowest)  Instant Activation  Easy Documentation  Easy Recharge  Pre-activated ISD and STD facilities  Value Added Services as GPRS 13. Did you face any problems regarding usage of your connection in terms of connectivity?  Yes  No 14. As a Prepaid user, do you find full value recharge and other discount lucrative enough for you to stick to your connection type?  Yes  No 15. Are you satisfied with customer care activities offered by your Service Provider?  Yes  No

Personal Information
Name__________________________ Address __________________________________ __________________________________ _______ Cell no_________________________

QUESTIONNAIRE(Postpaid)

2.  

Do you have a mobile phone Yes No 2. Are you a prepaid or a post-paid user?  Pre paid  Post paid  Both 3. For how long you have been using the connection?  Less than 6 months  6 months to 1 year  More than 1 year 4. Who influenced you for choice regarding the connection type? (Tick one of the options)  Friends  Relatives  Company executives  Advertisement  Any other 5. Would you recommend your connection type to your friends& acquaintances? Yes No Please state reason for your answer_______________________________ 6Are you satisfied with your connection type? Highly satisfied Satisfied Indifferent Dissatisfied Highly dissatisfied

 

6.1) If dissatisfied, kindly specify the reason for your dissatisfaction ______________________________________________________________________ 7. Would you shift your connection type if the same facility were made available to you at same price by another service provider?  Yes  No 8. According to you rank the key benefits influencing your purchase? (Rank 1 being the highest and Rank 7 the lowest)  Quick Activation  Quick Payment  Back hand support  Easy bill payment facility  Online support  Customer care  Less formalities 9. Are you satisfied as a customer by the Value Added services given by your service provider?  Yes  No 9.1) If dissatisfied, kindly specify the reasons for your dissatisfaction ______________________________________________________________

10.(a) As a postpaid user,did you find it difficult to deactivate your connection ?  Yes  No If yes,Please specify the reason___________________________

10.(b) According to you rank the key benefits you perceived from Post-paid connection? (Rank 1 being the highest and Rank 8 the lowest)         Availability of Choice number. Roaming. Easy billing GPRS. Closed User Group Facility Voice Mail Call Conferencing Multimessaging Services.

11. According to you rank the influencing factors for you to stick with the Postpaid Schemes of Airtel? (Rank 1 being the highest and Rank 6 the lowest)  Call rates  Roaming Facilities  Prompt Customer Care  Good Customer Relationship management  ISD and STD Facilities  Value Added Services as GPRS ,Call divert,Call Hold etc. 12. Did you face any problems regarding usage of your connection in terms of connectivity?  Yes  No 13. Was getting a choice number important factor for opting for a Postpaid Connection?  Yes  No 14. Are you satisfied with customer care activities offered by your Service Provider?  Yes  No 15.Would you like to shift from Postpaid to Prepaid Connection?  Yes  No Please state the reasons for your answer_________________________

Personal Information
Name__________________________ Address __________________________________ __________________________________ _______ Cell no_________________________

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