A SUMMER TRAINING REPORT ON

“Awareness & Penetration in Wireline Products in B2B Segment”

Undertaken at

Bharti Airtel

Submitted in partial fulfilment of the requirements for the award the degree of

MASTER OF BUSINESS ADMINISTRATION

To
Guru Gobind Singh Indraprastha University, Delhi

Under the Guidance of Submitted by

Dr. Susheel Chhabra Rajat Singh Bisht

Professor & Director MBA 3rd Semester
Enrolment No:_______________

Session 2019-20

PERIYAR MANAGEMENT AND COMPUTER COLLEGE

“Periyar Centre”, FC–33, Plot No. 1&2, Institutional Area, Jasola, New Delhi – 110025

Page | 1
 TO WHOM IT MAY CONCERN

I Rajat Singh Bisht , Enrolment No._____________ from MBA-III Semester of the Periyar Management
and Computer College hereby declare that the Summer Training Report (MS-201) entitled Awareness &
Penetration in Wireline Products in B2B Segment at Bharti Airtel is an original work and the same has
not been submitted to any other Institute for the award of any other degree.

Date :............... Signature of the Student

Certified that the Summer Training Report submitted in partial fulfilment of Master of Business
Administration (MBA) to be awarded by G.G.S.I.P. University, Delhi by Rajat Singh Bisht , Enrolment
No._____________ has been completed under my guidance and is satisfactory.

Date :................ Signature of the Guide

Name of the Guide: Dr. Susheel Chhabra
Designation: Professor & Director

Page | 2
 ACKNOWLEDGEMENT

A formal statement of the acknowledgement will hardly meet the ends of the justice in the matter
of the expression of my deep sense of the gratitude and obligations to all those who helped me in
the completion of this project.

First of all, I would like thank to the college for having such a system in place, where student are
given opportunities to learn about their areas of interest, as a part of their course programs.

I would love to thank my supervisor Dr. Susheel Chhabra without whom it would have not been
possible to complete the project. His regular guidance and help has given shape to my project
and involved it to my abilities.

I am also thankful to all the respondents who helped and co-operated fully with me in the
completion of this project.

Rajat Singh Bisht

Page | 3
 CONTENTS
SR. PAGE
NO. TOPICS NO.

CHAPTER 1
1. INTRODUCTION

CHAPTER 2
COMPANY PROFILE

BHARTI AIRTEL

Introduction

History

Products and Services

Mission ,Vision and Values

3. CHAPTER 3
Literature Review
CHAPTER 4
4. A. Objectives of the study
B. Research methodology
CHAPTER 5
5. Data Analysis And Interpretation
CHAPTER 6
Conclusion

Page | 4
 Limitation of the Study
6.
Annexure

References / Bibliography

Page | 5
 CHAPTER 1

INTRODUCTION
 INTRODUCTION

This report provide information on “how to increase market share in wire line products market and
increase customer retaintivity”. In telecommunication product, offering keeps on changing on day to
day basis or weekly basis which lead to comparison of tariff plan and this create risk for companies of
losing customers. And also due technological changes and technological differences while using
Internet services customers encounter certain problems regarding speed, connectivity which again
leads to dissatisfaction at the end of customer.

This report has been divided in four chapters, first chapter gives information regarding global
broadband industry, Indian broadband industry, types of broadband, about Airtel & Tata Tele services
limited, Indian players in broadband market, and new technology to come to broadband industry in
near future.

Second chapter is about objectives of research and methodology used. Third chapter is about data
interpretation and analysis part and is the main part of this report and give the idea about how data has
been interpreted .

Last chapter gives recommendations and conclusions based on the interpretation of data.

7
 CHAPTER 2

COMPANY PROFILE
 BHARTI AIRTEL

Introduction

Bharti Airtel Limited is an Indian global telecommunications services company based in New

Delhi, India. It operates in 18 countries across South Asia and Africa. Airtel provides GSM, 3G

and 4G LTE mobile services, fixed line broadband and voice services depending upon the

country of operation. It is the largest mobile network operator in India and the third largest in the

world with 365 million subscribers. Airtel was named India's second most valuable brand in the

first ever Brandz ranking by Millward Brown and WPP plc.

Airtel is credited with pioneering the business strategy of outsourcing all of its business

operations except marketing, sales and finance and building the 'minutes factory' model of low

cost and high volumes. The strategy has since been adopted by several operators. Airtel's

equipment is provided and maintained by Ericsson and Nokia Solutions and Networks whereas

IT support is provided by IBM. The transmission towers are maintained by subsidiaries and joint

venture companies of Bharti including Bharti Infratel and Indus Towers in India. Ericsson agreed

for the first time to be paid by the minute for installation and maintenance of their equipment

rather than being paid up front, which allowed Airtel to provide low call rates of ₹1(1.5¢

US)/minute.
History

In 1984 Sunil Mittal started assembling push-button phones in India, which he earlier used to

import from a Taiwan company, Kingtel, replacing the old fashioned, bulky rotary phones that

were in use in the country then. Bharti Telecom Limited (BTL) was incorporated and entered

into a technical tie up with Siemens AG of Germany for manufacture of electronic push button

phones. By the early 1990s, Bharti was making fax machines, cordless phones and other telecom

gear. He named his first push- button phones as 'Mitbrau'.

In 1992, he successfully bid for one of the four mobile phone network licences auctioned in India.

One of the conditions for the Delhi cellular license was that the bidder have some experience as a

telecom operator. So, Mittal clinched a deal with the French telecom group Vivendi. He was one

of the first Indian entrepreneurs to identify the mobile telecom business as a major growth area.

His plans were finally approved by the Government in 1994 and he launched services in Delhi in

1995, when Bharti Cellular Limited (BCL) was formed to offer cellular services under the brand

name AirTel. Within a few years Bharti became the first telecom company to cross the 2-million

mobile subscriber mark. Bharti also brought down the STD/ISD cellular rates in India under

brand name 'Indiaone'.

In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to

Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in

Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises

went public in 2002, and the company was listed on Bombay Stock Exchange and NSE
of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In

2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its

network to Andaman and Nicobar. This expansion allowed it to offer voice services all across

India.

Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in July 2004 becoming

to the first operator in India to do so. The Airtel theme song, composed by A.R. Rahman, was the

most popular tune on that year.

In May 2008, it emerged that Airtel was exploring the possibility of buying the MTN Group, a

South African-based telecommunications company with coverage in 21 countries in Africa and

the Middle East. The Financial Times reported that Bharti was considering offering US $45

billion for a 100% stake in MTN, which would be the largest overseas acquisition ever by an

Indian firm. However, both sides emphasise the tentative nature of the talks, while The

Economist magazine noted, "If anything, Bharti would be marrying up," as MTN has more

subscribers, higher revenues and broader geographic coverage. However, the talks fell apart as

MTN Group tried to reverse the negotiations by making Bharti almost a subsidiary of the new

company. In May 2009, Bharti Airtel again confirmed that it was in talks with MTN and the

companies agreed to discuss the potential transaction exclusively by 31 July 2009. Talks

eventually ended without agreement, some sources stating that this was due to opposition from

the South African government.

In 2009, Bharti negotiated for its strategic partner Alcatel-Lucent to manage the network

infrastructure for the fixed line business. Later, Bharti Airtel awarded the three-year contract to

Alcatel-Lucent for setting up an Internet Protocol access network across the country. This would

help consumers access internet at faster speed and high quality internet browsing on mobile

handsets.

In 2009, Airtel launched its first international mobile network in Sri Lanka. In June 2010, Bharti

acquired the African business of Zain Telecom for $10.7 billion making it the largest ever

acquisition by an Indian telecom firm. In 2012, Bharti tied up with Wal-Mart, the US retail giant,

to start a number of retail stores across India. In 2014, Bharti planned to acquire Loop Mobile

for ₹7 billion (US$100 million), but the deal was called off later.

Bharti Airtel Limited ("Airtel"), the world's third largest mobile operator with operations in 20

countries across Asia and Africa, today said that its Treasury division has been adjudged as a

highly commended winner of the Top Treasury Team (Asia) Awards at the Adam Smith Asia

Awards 2015.
Airtel Products and Services

Airtel India is the largest provider of mobile telephony and second largest provider of fixed

telephony in India, and is also a provider of broadband and subscription television services. It

offers its telecom services under the "airtel" brand, and is headed by Sunil Bharti Mittal.

Telemedia

Under the Telemedia segment , Airtel provides broadband internet access through DSL, internet

leased lines as well as MPLS (multiprotocol label switching) solutions , as well as IPTV and

fixed line telephone services. Until 18 September 2004, Bharti provided fixed line telephony and

broadband services under the Touchtel brand. Bharti now provides all telecom services including

fixed line services under a common brand airtel. As of September 2012, Airtel provides

Telemedia services to

3.3 million customers in 87 cities. As on 30 November 2012, Airtel had 1.39 million broadband

subscribers.

Airtel Broadband provides broadband and IPTV services. Airtel provides both capped as well as

unlimited download plans. However, Airtel's unlimited plans are subject to free usage policy

(FUP), which reduces speed after the customer crosses a certain data usage limit. In most of the

plans, Airtel provides only 512kb/s beyond FUP, which is lower than the TRAI specified limit of

half the subscriber's original speed. The maximum speed available for home users under the new

V-Fiber program is 100 MBit/s and with DSL is 16Mbit/s

Enterprise

The Enterprise business provides end-to-end telecom solutions to corporate customers and

national and international long-distance services to telcos through its nationwide fibre optic

backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international

bandwidth access through the gateways and landing stations. It has two sections under it.
Enterprise business solutions

There are two kinds of solutions offered by Airtel. One is GPRS Based Solutions like mobile

applications tools for enterprise, TrackMate, automatic meter reading solutions etc. and the other

is SMS Based Solutions like interactive sms, bulk sms, inbound call centre solutions.

The ‘India with Airtel’ package is said to be a one-stop-shop for availing all telecom and

connectivity solutions including mobile and fixed telephony, global and domestic data capacity

and connectivity solutions, VSAT, Virtual Private Network, data centre and cloud solutions,

Value Added Services and payment and billing integration, machine-to-machine, and managed

services.
 AIRTEL’S MISSION, VISION AND VALUES

Mission
Hunger to win customers for life.

Vision
Our vision is to enrich the lives of our customers. Our obsession is to win customers for life

through an exceptional experience.

Values
We aim to work towards our vision, driven by our values of AIR - Alive, Inclusive & Respectful.

 ALIVE
We are alive to the needs of our customers. We act with passion, energy and a can-do

attitude to help our customers realise their dreams. Innovation and an entrepreneurial spirit

drive us - if it can’t be done, we’ll find a way.

 INCLUSIVE
Airtel is for everyone - we champion diversity, recognising the breadth and depth of the

communities we serve. We work with them, anticipating, adapting and delivering

solutions that enrich their lives. We do this by having an open mind and embracing

change.

 RESPECTFUL

We live the same lives as our customers, sharing the same joys and the same pains. We

never forget that they are why we exist. We act with due humility, always open and honest, to

achieve mutual respect.

Product & Services
Cloud & Saas
Cloud and Software as a Services ensure connectivity wherever you. Enterprise are now moving to
Cloud services to deliver efficient, reliable and high quality data.

Content Delivery Network (CDN) Service

Deliver high quality content, closer to your users.

Digital Survey
Feedback management system

Document Management
Stores and maintains knowledge created within the organisation.

InstaCompute
Scale quickly with a Managed IT processing infrastructure solution.

Live Chat
Web based Live Chat

Collaboration
Enterprise expansion leads to increased need for collaboration across geographies, leading to increased
cost of travel and other complexities. This makes collaboration solutions an urgent requirement for all
growing enterprises. Our business collaboration solutions are designed to address this requirement in the
best way possible. Employees can use business collaboration solutions to share information with one
another and work together on projects from different geographic locations through a combination of
software technologies, networking capabilities and collaborative processes. Well-designed business
collaboration solutions simplify the communication process made complex due to expansion of remote
and global work environments.

Conferencing
Connect multiple parties using audio conferencing solutions, across geographies.
 Document Management
Stores and maintains knowledge created within the organisation.

International Bridging Service

Efficient cross-border communication for businesses.

Connectivity
Business connectivity is a basic need for all enterprises. Our connectivity solutions help enterprises meet
this need with state-of-the-art technology and carrier-grade quality. Our enterprise Internet and voice
solutions over cloud and physical telephone lines simplify connectivity between and within enterprises,
while also ensuring all-round connectivity. They help optimise business communication requirements
with a scalable and resilient network that is both secure and technology-proven. We offer a wide range of
solutions varying from Internet Leased Lines, SIP Trunks, inbound and outbound services, innovative
solutions like SmartOffice and SmartVPN, and so much more in our market-leading enterprise
connectivity portfolio.

Business Broadband
SLA-backed data connectivity with symmetric speeds

Centrex
Connect all your offices and save on calls with Centrex solutions.

Content Delivery Network (CDN) Service

Deliver high quality content, closer to your users.

International Bridging Service

Efficient cross-border communication for businesses.

Internet Leased Line Connection

Ensure sustained performance with dedicated internet connectivity.

L2 Multicast Service
Deliver video content across geographies, securely and optimally.

Leased Line
Connect business locations directly, securely and with dedicated bandwidth.

PRI
Aid your business growth with quick and easy to deploy Primary Rate Interface (PRI) voice solutions.

IoT Solutions
Enterprises can increase agility by using relevant information. Our Internet of Things (IoT ) solutions for
enterprises offer real-time tracking to facilitate informed decision making. Our IoT solutions create an
end-to-end IoT solution for any type and size of enterprise that has clear business goals and clearly
defined use-cases. Its Location Based Services provide communication beyond the physical limits of an
enterprise.
SHOWING 4 OF 4 PRODUCTS

Asset Management
Track of your business valuables in transit with GPS based tracking system.

Fleet Management Tracking

Monitor your fleet of cars or trucks with a GPS based tracking system, anytime from anywhere.

School Bus Tracking

Manage your fleet of school buses with a GPS based tracking system.

Workforce Management
Track workers in real-time with GPS based location visibility.

Marketing Solutions
Marketing Solutions in India by Tata Tele Business Services help enterprises to grow business with Toll
Free Services, Call Register Services & SMS solutions.
SHOWING 7 OF 7 PRODUCTS

Call Register Services

Understand your customers with increased response
 Digital Survey
Feedback management system

Hosted IVR
Improve customer experience with automated call interactivity.

Hosted OBD Service

A cloud based communication solution

Live Chat
Web based Live Chat

SMS Solutions
Deliver communication directly, quickly, automatically via SMS.

Toll Free Services

Ensure round the clock access for every stakeholder.
 CHAPTER 3

LITERATURE REVIEW
Debnath (2008) explains that the prime focus of the service providers is to create a loyal
customer base by benchmarking their performances and retaining existing customers in order to
benefit from their loyalty. With the commencement of the economic liberalization in 1991, and
with a view to expand and improve telecom infrastructure through the participation of the private
sector, the Government of India permitted foreign companies holding 51 percent equity stake in
joint ventures to manufacture telecom equipment in India. The Indian Government has announced
a new policy, which allows private firms to provide basic telephone services. There had been a
monopoly of the state-owned department of telecommunications. However, several companies are
expected to benefit from the policy change.

Jha (2008), in his study analyzed that it is the youth which is the real growth driver of the
telecom industry in India. Considering this fact, the paper is an attempt to give a snapshot of how
frequently young people use their mobile phones for several\ embodied functions of the cell
phones. Data was collected from a sample of 208 mobile phone owners, aged between 20 and 29.
The study sheds light on how gender, monthly voucher amount and years of owning mobile phones
influence the usage pattern of this device. Findings of the study would be helpful for the telecom
service providers and handset manufacturers to formulate a marketing strategy for different market
segments.

Kalavani (2006) in their study analyzed that majority of the respondents have given favorable
opinion towards the services but some problems exist that deserve the attention of the service
providers. They need to bridge the gap between the services promised and services offered. The
overall customers’ attitude towards cell phone services is that they are satisfied with the existing
services but still they want more services to be provided.

Chris (2003) has analyzed ‘Telecom advertising in print media.’ This research attempted to
investigate why Telecom theme are used in advertisement, and the motives that lead companies
and advertisers to use sport celebrities and sport concept in advertisements. From study it has been
revealed that the appearance of sport celebrities in advertising endorsement occurred more often
in Telecom magazines than in other magazines, because their target group is more acquainted with
athletes. The sport celebrities that dominated each printed media are related with their target group
characteristics . Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of
Cellular Services: A Customer Perspective” analyzed that the increasing competition and changing
taste and preferences of the customer’s all over the world are forcing companies to change their
targeting strategies. The study revealed the customer attitude and their satisfaction towards the
cellular services in Coimbatore city. It was found that advertisement play a dominant role in
influencing the customers but most of the customers are of opinion that promotional strategies of
cellular companies are more sale oriented rather than customer oriented
 CHAPTER 4

OBJECTIVES OF THE STUDY

RESEARCH METHODOLOGY
OBJECTIVES OF THE STUDY

o To study satisfaction level of customers of Bharti Airtel and Tata

o To study the importance of various attribute which effect the purchasing decision
of customers of Bharti Airtel andTata

o To find out the expectation of the existing and prospective customers of the
company.

o To study the which media of advertisement create more awareness in the

customers.

o To study the satisfaction level of the customers on overall performance of using

their respective service providers.
RESEARCH METHODOLOGY

This section deals with the methodology used in the study and have been discussed as follows:

DATA COLLECTION
The questionnaire has been prepared in order to collect the primary data having
considered the whole aspects of consumer buying behaviour of Bharti Airtel and Reliance
Jio.

PRIMARY DATA
The primary data has been collected through questionnaires. The questionnaire was
designed in a lucid and understandable manner so that the respondent may not have any
difficulty in answering them.

SECONDARY DATA
Secondary data has been obtained mainly through different websites.

POPULATION AND SAMPLE

The study sample consists of 50 respondents.

SAMPLE DESIGN

a) Sample technique: The technique of simple is convenience sampling

b) Sample size: Sample size of 50 was taken out for the study.

c) Sample area: Noida (IT park).

 CHAPTER 5

DATA ANALYSIS
AND
INTERPRETATION
1. Which network are you currently using?

Network % of Respondent No. of Respondents

Airtel 22 20
Tata 34 17
Other 44 13

Mobile
2 Operator
5
2
2 0
0 1
7
1 1
5 3
Mobile
1 Operator
0

0
Airtel Tata Othe
r

Interpretation:

As per the result shown by the above graph ,Majority of the respondents are using Airtel .
40% of the respondents are using Airtel , 34 % are using Tata and rest 26% are using Other
Operator .
2. Why did you changed your past service provider(s)?

Reasons % of Respondent No. of Respondents

Excessive billing 18 9
Poor Network Coverage 14 7
Poor Customer Care Services 10 5
Frequent Call Drops 4 2
All of the above 54 27

Problem
s

18
%
Excessive billing
Poor network
coverage
14 Poor customer
54 % service
% Frequent Call Drops

10 All of the above

%
4
%

Interpretation:

As per the result shown by the above graph , 18% of the respondents were facing problem of
excessive .billing , 14% were facing problem of poor network coverage
, 10% were facing problem of poor customer services ,4% were facing problem of Frequent Call
drops and 54% were facing all the above mentioned problems .
3. Why did you change to present Internet provider?

Reasons % of Respondent No. of Respondents

Good Value-Added Service 26 13
Good Network & Voice quality 18 9
Good Reward Systems for Loyal Customer 6 3
All of the above 50 25

Benefit
s

26 Good Value Added

% Services
Goood Network & Voice
Quality
50
% Good Reward Systems for
18 loyal
% customers
All of the above

6
%

Interpretation:

As per the result shown by the above graph , 26% of the respondents changed to present
mobile network due to good value added services provided by it , 18% changed due good
network and voice quality , 6% changed due to good reward system fo loyal customers and
rest 50% changed due to all the above benefits .
4. Who recommended you to choose the current network connection ?

Persons % of Respondent No. of Respondents

Management 46 23
Retailers 6 3
Family members 28 14
Other 20 10

Perso
n

20
%
Management
46 Retailers
%
Family
members Other
28
%
6
%

Interpretation:

As per the result shown by the above graph , majority of the respondents take advice from
management .
46% of the respondents take advice from management , 28% from family members , 20%
from Retailers and rest 6% from other persons before purchasing a Internet connection .
5. Do you collect any information search before making purchase?

Reasons % of Respondent No. of

Respondents
Yes 90 45
No 10 5

Reasons

10%

Yes No

90%

Interpretation:

As per the result shown by the above graph , Majority of the respondents collect information before
purchasing a Internet connection.
90% various sources collects information while 10% do not collect information before making a
purchase .
Q.15. Which advertisement media impact most on your buying decision?

Source % of Respondent No. of Respondents

TV Advertisement 34 17
Word of Mouth 26 13
Hoardings 22 11
Newspaper 18 9

Source
s

18
%
34
% TV
Advertisement
Word of Mouth
22 Hoardings
%
Newspaper

26
%

Interpretation:

The main sources of awareness about service providers are TV advertisements (34%) and Word
of mouth (26%) ,Others include Newspapers (18%) and Hoardings (22%) .
 16. or how long are you availing the services of the present services
provider?

Period % of Respondent No. of Respondents

Less than 6 months 42 21
7 moths – 1 year 22 11
1 Year – 2 Years 10 5
More than 2 Years 26 13

Perio
2 d
5
2
1
2
0

1 1
5 3
1
Perio
1
1 d
0
5
5

0
Less than 6 moths7 months - 1 1 year - 2 yearsMore than 2 years
year

Interpretation:
As per the result shown by the above graph , Majority of the respondents are using their network
service provider for a period less than 6 months .
42% of the respondents are using for a period less than 6 months , 26% are using for a period
ranging between 7months-1 year , 10% are using for a period ranging between 1 year – 2 years
and remaining 26% respondents are using their respective network for a priod more than 2 years .
17. How much do you want to spend on LL bills per month ?

Amount % of Respondent No. of Respondents

10-100k 22 11
100-300k 46 23
300-500k 18 9
Above 500k 14 7

Amoun
2 2 t
5 3

2
0

1
5
1
Amoun
1 9
1 t
0 7

0
10- 100- 300- Above
100 300 500 500

Interpretation:

As per the result shown by the above graph , Majority of the respondents spend around 100-300
thousand per year on phone bills or Internet .
46% of the respondents spend around 100-300 thousand per year on mobile recharge, 22% spend
10-100 thousand , 18% spend 300-500 thousand and remaining 14% spend more than 500
thousand on internet recharge .
 18. Which services are most preferred by you current service provider ?

Services % of Respondent No. of Respondents

Internet 52 26
Fibre 8 4
Value Added Services 26 13
Other 14 7

Service
s
14
%

Internet
Caller
Tunes
26 52 Value Added
% % Services
Other

8
%

Interpretation:

As per the result shown by the above graph , Most preferred services of their respective network is
Internet.
52% of the respondents prefer internet , 26% prefer Value Added Services , 8% prefer fibre
and rest 14% prefer other services of their respective service provider .
 19. How would you rate the overall experience with your Internet operator
?

Experience % of Respondent No. of Respondents

Highly satisfied 36 18
Satisfied 46 23
Dissatisfied 14 7
Highly Dissatisfied 4 2

Experien
2 2 ce
5 3

2 1
0 8

1
5
Experienc
1 e
0 7
2
5

0
Highly Satisfie Dissatisfie Highly
Satisfied d d Dissatisfied

Interpretation:

As per the result shown by the above graph , Majority of the respondents are satisfied by their
respective service provider .
46% of the respondents are satisfied , 36% are highly satisfied , 14% are dissatisfied and 4% are
highly dissatisfied with their respective service provider .
20. If you have to purchase a new connection or product in near future, which Brand
would you choose and why?

Mobile Operator % of Respondent No. of Respondents

Airtel 58 29
Tata 30 15
Other 12 6

Mobile
Operator
12
%

58 Airtel
%
Tata
30
Othe
%

Interpretation:

As per the result shown by the above graph , majority of the customers prefer to purchase a
Airtel connection in future due to its better services and better network coverage.
58% of the customer will buy a Airtel connection , 30% will buy Tata and remaining 12% will other
Operator .
 CHAPTER 6

CONCLUSION AND
LIMITATION OF THE STUDY
CONCLUSION

 The majority of the respondent are using Airtel.

 Most of the respondents prefer Tata & other services.

 Quality and support the main factor for choosing a particular service provider. This
means that the respondents give the most preference to these factors.

 Most of the respondents are pay LL bills around 100-300 k, which may be an indicator
of them from belonging to the small firm.

 Majority of the respondents are satisfied with the services offered by their service
provider and only less people are dissatisfied with their services.

 Most of the respondents take advice from their management before purchasing a
network.

 TV advertisement is the main source through which a customer becomes aware of

various Internet operator.
 Internet is the most preferred service of most respondents.

 Majority of the respondents have faced problems of poor network coverage and poor
Customer Care Services.

 Some respondents gave some suggestions to improve the network coverage and
Customer care services .
IMITATIONS OF STUDY

o The study was confined within specific regions of Noida (Sector 62)

o The sample size was limited so the results obtained from the study may not
be generalized for the whole Company.

o The unwillingness of some respondents to disclose vital information regarding

their experience, opinions was also a barrier.

o The casual attitude of the respondents regarding the imparting of

information desired also proved to be a barrier.

o Only specific and limited sample are studied so the findings may be subjective
to the experiences of the samples.
 ANNEXURE

QUESTIONNAIRE
Dear Sir/ Madam,

I am Rajat Singh Bisht Department of MBA, PMCC , New Delhi. I am under going a
survey project on “Awareness & Penetration in Wireline Products in B2B Segment”, and
therefore I request you to kindly fill the questionnaire.

I here, gives my assurance that the details provided by you will be kept confidential and used for
academic purpose only.

INSTRUCTIONS: Please put a tick in the box next to the answer of your choice
or write in the space provided as the case may be.

1. Occupation:

Business Govt. Employee Professional

2. Which network are you currently using?

a) Airtel b) Tata c. Any Other

3. Which type of Internet service are you availing?
a) Leaseline b) Broadband
4. Which Company?

a) Airtel b) Tata c) Others

5. Which was your previous Internet service provider?

a) Airtel b) Tata c) Others
6. Why did you changed your past service provider(s)?
a) Excessive billing b) Poor Network Coverage
c) Poor Customer Care Services d) Latency
e) All of the above
7. Why did you change to present Internet service provider?

a) Cheap
b) Good Network & quality
c) Reliability (towards services)
d) All of the above

8. Who recommended you to choose the current network connection?

a) Management b) Retailers
b) Family members d) Others

9. Do you collect any information search before making purchase?

a) Yes b) No
10. Which advertisement media impact most on your buying decision?
a) TV Advertisement b) Words of Mouth
b) Hoardings d) Newspaper
11. For how long are you availing the services of the present services provider?

a) Less than 6 months b) 7 Months - 1 Year

c) 1 Year - 2 Years d) More than 2 Years

12. How much do you want to spend on LLbills?

13. a) 10-100k b) 100-300k
d) 300-500k e) Above 500k
14. Which services are most preferred by you current service provider ?
a) Internet b) Fiber
c) Value Added Services d) Others

15. How would you rate the overall experience with these Brand?

 Airtel
 Tata

Thank you for your valuable support.

Signature
REFERENCES/ BIBLIOGRAPHY

Webportals :

 https://en.wikipedia.org/wiki/Consumer_behaviour

 http://www.yourarticlelibrary.com/products/5-factors-influencing-consumer-
behaviour-explained/22163

 http://www.managementstudyguide.com/consumer-decision-making-
process.htm

 https://en.m.wikipedia.org/wiki/Bharti_Airtel

 http://www.airtel.in/vision-mission

 https://en.m.wikipedia.org/wiki/Jio

 http://www.airtel.in/airtel-annual-report-2015-16/

 http://www.ril.com/ar2015-16/index.html