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EXPANSION OF BLACKBERRY IN RETAIL MARKET THROUGH RETAIL AUDITING, MARKETING, RESEARCH AND SURVEY.
AT BHARTI AIRTEL LIMITED, PUNE BY JYOTI MALIK
Submitted in the partial fulfillment for the award of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT. (Session – 2008-2010)
Submitted By Jyoti Malik Reg. No. AB073 MBA + PGDBM
EXPANSION OF BLACKBERRY IN RETAIL MARKET THROUGH RETAIL AUDITING, MARKETING, RESEARCH AND SURVEY.
A report submitted to NSB School of Business, New Delhi
Submitted To: DIRECTOR (Academics) NSB, New Delhi
Submitted By: JYOTI MALIK ENR NO. AB073 BATCH- 2008-2010 PGDBM
NSB SCHOOL OF BUSINESS
This project is an attempt to share my experience and learning during two months of my project with BHARTI CELLULER Ltd. In Pune. This report would not have been possible but for the support and guidance that I have received for various people at different stages of the project. I would like to express my profound gratitude n sincere thanks to Ms. Priyanka Sareen () for giving me this opportunity to work with BHARTI AIRTEL Ltd. I also express my sincere gratitude to Mr. Tarun Sharma and Mr. Mahesh Regundwar for guiding me through out the project. It indeed has given individual exposure in field work and telecom market. I would like to express my thanks in no less measure to my respected Mr. Manish Patel for his kind co-operation. I would also like to than respected Mr. Srikant bhojkar Sir, my internal project guide for his invaluable guidance My deepest regard to my parents and thankful to my friends who have been always immense source of inspiration and support and support to me forever .I would like to delicate to my parent and friends, without those co-operation this take would remained achieved
I would like to end this acknowledgement by thanking to all people at large with whom I have interacted during the course of my traning. Without the co-operation of the management and employees of the company this project study would not have materialized.
I, JYOTI MALIK, hereby declare that this project is the record of authentic work carried out by use during the academic year 2007-2009 and has not been submitted to any other University or Institute towards the award of any degree
There is a need of market survey to know the awareness, demand and services for the product. To know the market share and awareness about the product of AIRTEL blackberry in Pune region also needed a deep study of its market segmentation and positioning. The operation of business enterprise is becoming more and more complicated day by day so, it has become more essential for the management students to have a thorough understanding of the corporate world through projects. Projects convert theory to practical experience. The project helped me in understanding the market ways and functioning of market and also brought about an over all improvement in my managerial skills. The important part of my project includes “EXPANSION OF BLACKBERRY IN RETAIL MARKET THROUGH RETAIL AUDITING, MARKETING RESEARCH, and SURVEY AND PROMOTION”. The initial part of my project was taking effort to increase the awareness level of new product i.e. AIRTEL BLACK BERRY in PUNE area.
I had the privilege of intensive, in depth interaction with numerous retailer and customers this project is intended for the expansion of the company. I wish to acknowledge the help rendered by all involved. Every observation made in this study is based on responses of the retailer and customer, various primary as well as secondary data and their analysis, various findings of the project. The objective of this project was Need Identification and Spreading Awareness which gives us Idea about customer requirement, marketing standing of the company and customer satisfaction level about the product of company. It is the random sampling where the universe was taken as PUNE. The first point is to be noted is that product awareness which is having negligible presence is market thus this survey is completely directed towards the aimed of problems
Chapter Subject Page No.
1. INTRODUCTORY CHAPTER 1(i) Theoretical Background of the Topic 1(ii) Objective of the Project 1(iii) Scope of the Project 1(iv) Company Profile 1(v) Product Profile 1-25 1-3 4 5 6-9 10-22
1(vi) Achievement of Blackberry 2. PROJECT DESIGN 2(i) Research Methodology 2(ii) Methodology of Data Collection For Blackberry 3. DATA ANALYSIS 4. MARKET ANALYSYS 6. RECOMMENDATION & CONCLUSION 6(i) Recommendation & Suggestion 6(ii) Conclusion 7 APPENDICES 7(i) Bibliography
23-25 26-31 26-27 27-29 32-55 56-66
THEORETICAL BACKGROUND OF THE TOPIC RETAIL AUDIT RESEARCH
Retail audit research now account for a large proportion of total expenditure on market research in this country. Despite this fact, the method advantage and disadvantage and problem connected with this fact, the method, advantage and disadvantage and problem connected with this type of research have received little attention in print. It is the purpose of this article to attempt to fill this gap. The job of retail audit is to provide information for a manufacturer or his advertising agent about sales, stock and distribution of his product and of its competitor, in order to make estimate of regional market trends. A manufacturer will of course, know precisely what is own Exfactory sales have been But unless he sells direct to the “final buyer” he does not have always accurate information about the actual purchaser of his product. A rise in Exfactory sales might be due to rise in customers demand or to increase stock holding by wholesaler or retailer Again a manufacturer does not always have accurate information about the distribution. stock, cover, display etc. of his product and of course, manufacturer does not normally know what the sales of competing product are with any precision. It is true that information of the type can be sending and is collected by other means. The manufacturer own sales force will naturally collect a good deal of such information, but it is likely to be biased, consciously, unconsciously and it may be non-systematic in character. It is after all, not the main function of sales too collect information of this type
. . , .
Throughout the global internet market place, customer satisfaction surveys are often regarded as the most accurate barometer to predict the success of a company because they directly ask about the critical success of a business, if done effectively, Customer Satisfaction surveys can deliver powerful incisive information and provide ways to gain a competitive edge. Writing a Satisfaction survey can be tricky, but it’s of paramount importance to your business or organization to understand how satisfied customers are with your business or organization to understand how satisfied are customer with your service. Here are few tips for writing a customer satisfactory survey.
Start with the end in mind. Make sure you understand why you are writing and creating a customer survey and what you are going to do with the results. How are you going to change your process as result of these customers Satisfaction surveys results? Do not be biased in preparing questionnaire. Don’t assume that customers love or Hate your products. Try to gather satisfactory information without leading the customers either way Gather demographic information within your customer survey to help segment your Data during the analysis. You can easily gather zip code or state code information eg. Only a particular segment is happy with your product. Open ended questions (text boxes) are crucial for understanding the satisfaction of customers. For instances, if customer are unhappy with a particular aspect of your service. too many question on participant to lead him to skip answers i.e. its leads to incomplete survey.
Primary Objective: “EXPANSION OF BLACLBERRY IN RETAIL MARKET THROUGHT RETAIL AUDITING, MARKETING RESEARCH AND SURVEY IN REGION” Secondary objectives:
Promotion of Blackberry handhelds along with Airtel Close User Group (CUG) Postpaid plan. Positioning of Airtel in the market on the basis of customer replies. Finding the key factor, which attracts the customer towards a particular telecom
Creating awareness among the 180 retail outlets and customers about blackberry company?
To find out fastest moving brand of CUG and to locate brands odd CUG in Pune and PIMPARI-CHINCHWAD. To find out fastest moving brand of CUG and to locate the reason behind selling of the brand. Perceived strength and weakness of various brand. To gather information regarding customer expectation from a CUG(plan). Finding the customer need and budget for Blackberry Handhelds and monthly retails. SWOT analysis of CUG, budget and Blackberry of Bharti Cellular Ltd.
The project involves an intensive survey of the market. As such the key factor deriving Particular company was revealed.
Scope of This Project
Retail auditing research now account for a large proportion of total expenditure on Market Research in this country. Despite this fact, the method advantage and disadvantage and Problem connected with this type of received little attention in print. It is the purpose of this project is to fill this gap. The job of retail audit is to provide information for a manufacturer or his advertising agent about sales, stock and distribution of his product and of its competitor, in order to make estimate of regional market trends. Throughout the Global Internet market place, customer Satisfaction surveys are often regarded as the most accurate barometers to predict the success of a company because they directly because they directly ask about the critical success of a business, if done effectively, Customer Satisfaction surveys can deliver powerful incisive information and provide ways to gain a competitive edge. A manufacturer will of course, know precisely what is own Ex-factory sales have been. But unless he sells direct to the “final buyer” he does not have always accurate information about the actual purchaser of his product. A rise in Ex-factory sales might be due to rise in customers demand or to increase stock holding by wholesaler or retailer. Again a manufacturer does not always have accurate information about the distribution, stock, cover, display etc. of his product and of course, manufacturer does not normally know what the sales of competing product are with any precision.
It helps to prevent retail sector crime. The prevalence of crime in retail sector is higher then foe resident and multiple victimization is common. Shop and store have major exposure to eternal crime such as theft, burglary, robbery and threats, and violence to staff, internal crime, such as fraud and theft risk, as does the type of neighborhood where it is situated. Expenditure on security measure is high, but evaluated and published account rare.
Airtel came from Bharti Tele Venture Ltd. in which Bharti Enterprise holds a 35.5% stake, which is the leading service provider in the field of telecom business. Airtel launches its services in Delhi on 14 November 1995. It has at present over 69.2 millions of customers in its thirteen years of pursuit of great customer satisfaction. Airtel has Redefined the business through marketing of new generation value added services and the highest standards of customer care.
AIRTEL HAS CONSISTENTLY SET THE BENCHMARK FOR THE INDIAN CELLULAR INDUSTRY TO FOLLOW. First to launch cellular services in Delhi on November 1995. First operator to revolutionize the concept of retailing with the
inauguration of AIRTEL connect (exclusive showroom) in 1995. First to expand its network with the installation for second mobile switching centre in APRIL 1997 and first in Delhi to introduce the intelligent network platform. First to provide Roaming Network facility in USA. It gives mobile roaming across 38 partner’s networks and above 900 cities. Moreover roaming across international destination in 119 countries USA, CANADA, UK, etc with 284 partner networks.
Our vision and promise By 1010 Airtel will be most admired brand in India: Loved by more customers. Targeted by top talents. Benchmarked by more businesses.
“We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel.
We will meet the mobile communication needs of our customer through
Error free service delivery. Innovative products and services. Cost efficiency. Unified messaging solution
Innovation We will generate and implement entrepreneurial and innovative ideas. This will continuously create new growth engines. Performance Culture We benchmark our process and performance against world class standards. We distinguish between performer and non-performer by valuing achievement at the individual level as well as time level. Our is a culture Of inclusively where feedback, learning and Ideas actively encouraged, sought and acted upon. Customer first We are committed for delivering services beyond the experience of the
customer. Our quality of customer responsiveness clearly differentiates us from others. Responsible Corporate Citizen We are committed to making a positive and proactive contribution to the community. As a responsible corporate citizen we will contribute to and hide by environmental and legal norms.
Consecutively for four years 1997, 1998, 1999, and 2000, Airtel has been voted as best cellular service in the country and won the mot coveted award The Asia pacific award for most innovative HR PRACTICE 2000. THE GOLDEN PEACOCK NATIONAL TRAINING AWARD for excellence in training practices. The Golden Peacock National Award -2001 BLC is the first mobile communication service provider in India to be certified For ISO 90001:2000 and 1st in world certified by BRITISH STANDARDS INSTITUTION FOR MOBILE COMMUNICATION. BHARTI TEL-VENTURE amongst top three companies in the last ET top 500 Companies Ranking. Bharti Tele-venture is the “INDIAN MOBILE OPERATOR OF THE YEA 2005” Sunil Bharti Mittal.CMD, Bharti Enterprises is the ERNST and Young Entrepreneur of the year2004. Bharti has been adjudged as the Indian’s second BEST employer by HEWITT ASSOCIATIONS. Blackberry launches Airtel unveils another first in Global business mobile communication with the launches of blackberry the most instant email mobile innovative services.
Why Blackberry? Bharti Teletech Bharti TeleVenture Bharti Global Bharti Healthcare Bharti Foundation Bharti InfoTech Mobility Leader InfoTech Leader Cellular Service Fixed Line Services Broad band Services Long Distance Work doesn’t stop when you are out of the office. Things move quickly in the business arena and if you need to make quick, informed decisions while out of the office, choose blackberry. Thousands of business customers around the world use Blackberry a complete mobile email solution that allows you to send and receive email wherever you are. There’s no need for a laptop to view your emails, no need for affixed phone line, and no need of logon- they ‘re automatically’ pushed straight to your blackberry handheld. Blackberry integrates seamlessly with your corporate email account offering a simple and secure way to communication using GPRS. Blackberry, Wireless emailing redefined. ►Blackberry is leading connectivity solutions keep you in the loop with push-based technology providing access application on a wireless device .to a wide range of ►Blackberry is complete easy to use integrated phone, SMS browser and Organizer application for managing information and communications from a single, integrated device. ►Founded in 1984 and based in Waterloo Research in Motion (RIM) is a leading designer, manufacturer and marketer of Blackberry that is wireless solutions for the world wide mobile communication market.
►Blackberry is available for enterprise and government organization, as well as individual professional. Blackberry gives you the freedom to stay in touch with your work at home with access to multiple supported corporate and personal email account from a single device.
EMAILS ON THE MOVE JUST GOT EASIER Key features and benefits of Blackberry: ► Single Integrated device for data and voice needs. ► Accessing existing emails and browser Internet wireless. ► Integrated phone, SMS, Browser and organizer applications. ► View email attachment in popular document formats. ► Blackberry “push” technology means entire email delivered automatically. ► Advance security for enterprise and Govt. Organization. ► Global address lookup. ► Wireless Calendar synchronization. ► Bluetooth technology. ►Excellent Battery Life (5 hours Talk time / 25 days stand by) ►Advance calls log, QWERTY Keyboard, and High Resolution Screen. ►Speaker phone, polyphonic / mp3 ring tones. ►Centralized management and support. ►Sleek and stylish handset. ►Integration with an existing IPS Email account. ►Open personalized Email-Id. User@airtel.blackberry.com ►Integrate 9 new POP3 / IPS enable corporate or Internet mail accounts with Blackberry handhelds. CUG 2 SME (CLOSE USER GROUP 2 SMALL AND MEDIUM ENTERPRISE) Efficiency of an Organization depends on its right decision at right decision at right time. In today’s corporate world each and every decision taken y the top management people play an important role in the growth of any organization. For better decision making top cadre individuals need to have a better communication among them selves. If thee is a communication Gap miscommunication arises among the top management the chance of taking wrong decision would increases. With an aim to help all organizations for
increasing the efficiency by taking right decision AIRTEL has came up with CUG plans. Where the top management employees can constantly be in touch with each other at less tariff charge. In pune AIRTEL is strictly. Targeting on small and medium Enterprise. Because there is a huge customer base situated in this segment. SMF segment allows the following org: ►Builders and Contractors Group ►Engineering Co. ►Treading Co. ►Travel Agents ►IT & ITES (BPO) ►Media and Advertising Co. ►Educational & Tutorial Institutes ►Publication Co. Blackberry Devices or Handhelds: One can choose from a range of Blackberry Handhelds and Blackberry Connect according to their need AIRTEL offers you a range of devices to choose from to access Blackberry services. Those are: 8100 Pearl
Features: 1 Thinner than a Razor, Shorter than a Silver and lighter than both (only 89
2 3 4 5 6 7
grams). Largest battery in class. Fastest processor (312 MHz) Intel Strong-Arm). Most Innovative user interface. Smallest QWERTY keyboard. Brighter, higher resolution new generation display. Mega Pixel camera, SD memory, multimedia and speaker phone.
Features: 1. 35 key backlit QWERTY keyboard. 2. Process Intel PXA901 at 312 MHz. 3. Bluetooth v2.0 hands-free headset and car kit support. 4. High resolution 320x240 color LCD display supporting over 65,000 colors. 5. Polyphonic and MP3 ring tones to jazz up your handset. 6. Great battery performance with up to 16 days (384 hours) standby and 4 hours talk time. 7. 64 MB of FLASH memory. 8. Dedicated Send, End, Convenience, Power and Mute keys. 9. Quad-band network support. 10. GSM™/GPRS and EDGE network.
Features: 1. 35 key backlit QWERTY keyboard. 2. Process Intel PXA901 at 312 MHz. 3. Bluetooth v2.0 hands-free headset and car kit support. 4. High resolution 320x240 color LCD display supporting over 65,000 colors. 5. Polyphonic and MP3 ring tones to jazz up your handset.
6. Great battery performance with up to 16 days (384 hours) standby and 4 hours talk time. 7. 64 MB of FLASH memory. 8. Dedicated Send, End, Convenience, Power and Mute keys. 9. Quad-band network support 10. GSM™/GPRS and EDGE network. 8800.
Features: 1 Size App. 4.49”×2.60”×0.55/114mm×66mm×14mm. 2 64 MB flash memory. 3 Battery: Stand by time: 528hours (22days).Talk time: 300 minutes (5hrs.) 4 Keyboard: 35 key, backlit QWERTY keyboard. 5 Media player 8. 6 Transfer files via USB and Bluetooth Fun 'n Stuff Blackberry® Authentic Accessories 9. 7 Use it with the BlackBerry Enterprise Solution. 8 GSM™/GPRS and EDGE network. 9 Polyphonic and MP3 ring tones to jazz up your Handset.
1. The Blackberry 8820 is the stylish way to get things done with Wi-Fi 802.11b/g & 802.11a it packed with powerful capabilities. 2. Built in GPS facility & Flash memory of 64MB. 3. Online Purchase through India times & Rediff. 4. Password protection and Keyboard lock. 5. Support for Triples DES & AES encryption when integrated with Blackberry Enterprise Server. 6. Headset, Hands-free and serial port supported. 7. Size: length- 4.49”/ 114mm, Width-2.60”/66mm, Depth- 0.55”/14mm & Weigth-4.73 oz/ 134g. 8. Battery: Standard time-528 hours or 22 days. 9. Polyphonic & MP3 Ring tones. 10. Media Player 8 & HTML Browsing. 11. Organizer: Calendar, memo pad and task list. Integrated address book and Desktop PIM synchronization via USB. Blackberry connect handhelds: As we know blackberry is not only product it is the kind of services so you can choose from a range of Blackberry Handhelds and Blackberry connect device according to the need. Airtel offers you a range of device to choose from access Blackberry Service. Nokia 9500 Nokia E 61/61i Nokia E 62
ACHIVEMENT OF BLACKBERRY
Law Technology News 2004 Technology Award: For the second year in a row, Blackberry wireless technology award for wireless technology. Readers selected Blackberry as the wireless as the wireless solution of choice for the legal industry. Defamation's Product of the year: The Blackberry 7100 was named defamation’s Product of the year, receiving 85% of reader’s votes in the handheld device category. The product of the year recognizes the best product in enterprise technology and is voted upon by Defamation’s reader. PC world’s Editor Pick: In February 2005 the blackberry 7100 won pc world’s Editor’s Pick Award. Earning 4 out of a possible 5 star. Mobile Trax Mobility Award: The blackberry 7100T received Mobile Trax’s Mobility Award for handheld. The 2005 Mobility Awards honor the best and finest Mobile computing and wireless data communication products and services that were introduced in 2004. Digital Word Innovation Award: In February 2005 the Blackberry 7100 received the Digital World Innovation Award. The Digital World Innovation award honor trend setting product that possess unique qualities that break the Boundaries of the computer and consumer electronics worlds with
envelope-pushing design and function while also setting the standard for innovation. Shoppers Choice Awards 2004: The Blackberry 7510 was name best wireless communication Devices in Computer Shopper magazine’s annual Shopper’s Choice Award. The Shopper’s Choice Award is voted upon by the magazine’s reader and recognizes the top products, services and store of the year. CRN: Product of the year: The Blackberry 7100T was featured in CRN’s 2004 Product of the year Award listing, receiving honor for best handheld device. Award winner are based on the editors’ reviews through out the year and are chosen for their technological innovation. PC Magazine’s best of the Year: The editors of PC Magazine included the Blackberry 7100T in its best of the year list which feature the top 100 favorite products released in 2004. The Blackberry 7100T was named the best smart phones (with key board) in the mobile category. Business Week’s Best Product of 2004: The Blackberry 7100T was featured on Business Week’s Best Products of 2004. The Annual Best Products roundup honors innovation in consumer products. Baig’s Best Award: The blackberry 7100T was named one of the best products in 2004 by USA today columnist Ed Baig. Baig’s Best Awards are based on the columnist’s product reviews through out the year and recognize innovation in consumer technology. PC Magazine Editors’ Choice Award: PC Magazine awarded the Blackberry 7100T with the “Best in Show” award in the phone category. The Blackberry 7100T was selected among more than 100 exhibitors at Digital Life Showcasing thousand of consumer’s electronics products. PC Magazine Editors, Choice Award: In September 2004, the Blackberry 7100 device won PC Magazine’s “Editors’ Choice Award” LAPTOP Editor’s Choice Award:
In July 2004, the Blackberry 7200 series won the “LAPTOP Editor’ Choice Award” as featured in the “Anytime, Anywhere E-mail” article in the July issue of LAPTOP magazine. Best Magazine Award: In March 2004, the blackberry 7230 won the “Mobile Phone Multifunction” Category for the best Magazine Awards. The Best Magazine Award honors the top companies and product driving the wireless industry. Best New Technology Award: In the March the 2004 the Blackberry 7510 won the BestNew Technology Award in Government News’ Handheld Client category. International Steve Award: In March 2004, the Blackberry 7230 won the InternationalSteve Award in the Best New Product or Services category. The International BusinessAward in the first global, all encompassing business award. Programming honoring great performance in the workplace. The award recognizes outstanding leadership, innovation,perseverance, creativity, teamwork, and integrity through more than 40 categories. Msd2d People Security Choice Award: In February 2004, the Blackberry wireless solution won the MSD2D People Security Choice Award in the wireless category. The People Choice Awards recognize the best product and companies in the security industry and are voted upon by users, making for a true “People Choice” win. Law Technology News Award: In February 2004, the Blackberry wireless solution won the law Technology News Award. Blackberry was voted-1 in Wireless Technology Category by reader of Law Technology News. CNET Editor’s Choice Award: In January 2004, the Blackberry 7280 won the coveted CNET Editors’ Choice Award. This award recognizes outstanding computing and electronic products that represent the best available choice for quality, performance.
INTRODUCTION Marketing research is often concerned with the behaviors of the consumer in the respect marketing research have drawn heavily on the behavioral.Sciences such a psychology and sociology in fact the contribution of the science to marketing research have been very significant especially with regard to two aspect. 1. The research technique used by psychology and they have amply usedsociologists being of considerable relevance to marketing researchers.
2. The concept and the theories of these behavioral sciences are also proved to be relevant to market researcher.
Instrument Used: The instrument used for the survey purpose was questionnaire. In order to achieve the research objective, questionnaire were designed for survey of data collection. Field Work: This part of survey comprise of meeting various retail store in Pune and to get feedback about the service rendered by them through
Airtel. Specification about using and about there future requirement. Therefore it was decided that the customer would only be visited with an appointment, so every time for interviewing a customer, customer prior appointment was taken. Research Methodology of Airtel Blackberry The research falls under the category of descriptive research. Descriptive research includes survey and fact finding enquires of different kind.The method or research utilized in this project was survey method. The research assignment focus aimed at gathering some basic, yet vital information of current and potential customer profiling of Airtel Blackberry product in Pune region. A questionnaire was design keeping in the view
the objective of the research with the sample size of around 750 respondents as well as 180 Retail Outlet. SOURSES OF DATA: Data collection is an elaborated process in which the researcher makes a plan of all relevance data. Data is the foundation of marketing research. It is raw material with which a market researcher functions. Knowing the aims and objective of research, we need to collect data that can be collected by various methods. Generally there are two types of data. A) Primary Data. B) Secondary Data. Questionnaire: This was the most popular method for conducting the survey. It helped in collecting the information from the framed question, to get maximum necessary data for research. While designing the questionnaire, following aspect were considered. Type of information to be collected: 1) Phrasing of the questionnaire. 2) Order or sequence of the question. 3) Number of question to be asked. 4) Lay out of the questionnaire. The question helped in various ways: 1) Respondent had adequate time to give well thought answer. 2) Queries of the respondent that could be answered regarding a Particular product or some question that were there in the questionnaire
3) Through informal discussion, much more information could be obtained from. Along with these merit, there were certain demerits like: 1) There was some ambiguous reply to certain question. 2) Certain respondent were not co-operative to answer few question. Tools for collecting primary information about Airtel Blackberry customer: The questionnaire based on the above factor would design for the discussion with the customer having Airtel connection and I interviewed about 750 customers from different parts of Pune city.The type of questionnaire followed can be seen in the annexure at the end of this project report. In order to know the actual level of customer satisfaction of Airtel personally conducted interview and filled questionnaire. Due to which I observed whether the customer are interested in the buying Airtel device. Object of different question of the questionnaire The questionnaire was prepared for the purpose of finding out different service provided by the Airtel and used by the customer. For this purpose only, the questionnaire was made short, as lengthy questionnaire are always time consuming and creates doubts in the customer’s mind. The first questionnaire was questionnaire was related to personal information and the purpose to established good report with them. The object of few questions like permanent address, sources of income, which service are they looking while buying the hand set, how frequently they surf the web and there profession.
Lastly with the best of my knowledge and ability, I have recommended them to use the handset provided by Airtel, which would match their personality and requirement. The basic objective of study is to know about the requirement of the requirement of the customer. Tools for collecting primary information and secondary information of Airtel Retail Shop Primary Data: The questionnaire was initially prepared and a pilot survey at Pune city. Based on the pilot survey, changes were made in the questionnaire. Visiting the 180 Airtel Retail Shop filled and fresh questionnaire at different time. Secondary Data: Any data that has been gathered earlier from some other then questionnaire is secondary data.
LIMITATIONS OF THE STUDY
Every study conducted may have certain shortcoming unfortunately ours is also a similar case. A few errors have crept in despite our effort to avoid them but it is expected that still our study and finding are very much relevant. An error may have been due to the sample taken not conforming to the actual population: this is because the sample is a convenience sample. Personal bias or error of the interviewer might also have crept in; some cases, while interpreting the respondent.
Certain questions which are not properly responded by responders. Some of the respondents have not responded totally. Due to time constraint could not cover entire out side skirts, in term of retail auditing and marketing research and survey. Convincing the customer was tough and hence extract vital information from as when being told that I am a summer trainee, the response would be no or would be that the executive officer was out of office and being the assistant of him, he was of no help. Some customers were least interested in answering the question asked, and in turn gave out wrong information. Afternoon time was very dull as many of clients were not available in the office, from 01:00 p.m. to 04:00 p.m. this slowed down the data collection process.
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