Project 3

Chapter: 1
INTRODUCTION
NARAYANA INSTITUTE OF MANAGEMENT Page 1

CUSTOMER SATISFACTION
After purchase the product customers “satisfaction then the level can be
identified by farming the relation between the customers”. Expectations and the
product’s perceived performance. If the product falls short of expectations
consumer will be disappointed. If it meets expectations the consumer is
satisfied, if it exceeds, the consumer is delighted.
The large the gap between expectations and performance, the greater the
consumer diss atisfaction. This suggests that marketer should make product lines
that faithfull y represent the product performance. So that consumers are
satisfied. Some marketers even understand performance level to boost the
consumer satisfaction with product.
The consumer may form a purchase intention based product benefit.

Marketer has to identify the reason for dissatisfaction and to modify or to
induce a new product to meet customer’s requirements. By this marketer may
achieve his / her originations.

NEED OF THE STUDY
The marketer’s job does not end with the selling of the product. Marketer’s duty is to find
out the satisfaction or dissatisfaction of the consumer towards the product. After purchase the
product customer’s satisfaction then the levels can be identified by framing the relationship
between the consumer’s expectations and the product perceived performance. If the product falls
short of the expectations consumers will be disappointed. If it meets expectations the consumer
is satisfied, if it exceeds, the consumer is delighted.
The larger gap between expectation and performance, the greater the consumer
dissatisfaction. This suggests that marketer should make product lines that faithfully represent
the product performance. So that consumers are satisfied. Some markets even understand
performance levels to boost the consumer satisfaction with product.
The consumer may form a purchase intention based product benefits. Marketer has to
identified the reasons for dissatisfaction and to modify or to induce a new product to meet
consumer’s requirements. By this marketer may achieved his / her organization.

OBJECTIVES OF THE STUDY:
 As the customer satisfaction is a complex aspect with varied dimensions, the following
parameters were identified as the objectives of the study.
 To make a profile of landline & broadband users with regard to their occupation, income
and other factors.
 To study on customer satisfaction on Airtel and creating awareness in customers towards
Airtel features regarding to the landline & broadband services.
 To study the customer satisfaction with regard to the Network, call center, clarity and the
billing system to know the company performance in different departments on customer
feedback.
 To know and identify the awareness of the AirTel
 TO know the corporate culture of Airtel.
 To know the exact position of Airtel land line and broad band services in the market
 To know the exact position of the customer’s satisfaction level in all levels like land line
and broadband connections what they are getting.
 We take the customer suggestions and feed back and to develop the company what the
company is lacking.

RESEARCH METHODOLOGY
Research Methodology is a method to solve the research problems systematically. It

guides us in conducting the research scientifically. It consists of different steps that the generally
adopted by the researcher to study the research problem along with logic behind them.
The research methodology adapted for the present study has been systematic and was
done in accordance to the objectives set, which has been detailed as below. The Quantitative
Techniques like
 Percentages
 Bar Charts
 Chi – square Test
 Weighted Average Method are used.
SOURCES OF DATA
The two main sources of data for the present study have been primary data and secondary
data.
1. PRIMARY DATA
Primary data consists of original information collected for specific purpose. The primary
data for this research study was collected through a direct survey with the viewers guided by a
structured questionnaire. The questions were structured and direct as to make viewers understand
easily.

2. SECONDARY DATA
Secondary data consists of information that already exists somewhere, having been
collected for specific purpose in the study. The secondary data for this study collected from
various books, company websites, and from company brochures.
The methodology adopted to collect the primary data was Interview schedule, which
includes a structured questionnaire to be given to the respondents. The respondents would be
guided by the interviewer to fill the questionnaire, without revealing the purpose for which the
study is being conducted to the respondents.
LIMITATIONS
We made effort and make this study oriented. There are certain limitations such
limitations are due to following reasons.
 The survey was on AIRTEL customers only.
 The survey was done in some areas of Hyderabad city only.
 The sample size is limited due to the limited period.
 As the respondents are very busy with their work they are unable to give their feed back
freely.
 Analysis is based on the information given by the customers.
 Being Hyderabad a new place getting the addresses of customers became difficult.
 Availability of respondents was poor.
 I was given only some areas like Sp road, Rani gunz, General bazar, Mahankalli street,
PG road, MG road,
 Feedback is collected from the customers except the CCB segment.

Chapter: 2
INDUSTRIAL PROFILE
&
COMPANY PROFILE.

INDUSTRY PROFILE: -
Definition of Telecommunication:
The process of transmitting or receiving information over a distance by any electrical or
electromagnetic medium. Information may take in the form of voice, video, or data.
Telecommunications is one of the fastest growing service industries in the world. In developed
nations, with saturation of demand for basic services, the accent is on the value-added services. Developed
nations are trying to augment basic services infrastructure and also introduce value-added services.
India is one of the fastest growing telecom markets globally. India is the 12th largest Telecom
market in the world and the 5th largest in Asia. It is also the fourth largest economy in the world based on
Purchasing Power Parity (PPP). The Indian cellular market has for the last few years, been the most
dynamic segment of the telecom industry and amongst the fastest growing. The country has about 10.5
million mobile users now and it is forecast to grow by a compounded 52.5 percent to 30.9 million
subscribers through 2005.
TELECOM REGULATORY AUTHORITY OF INDIA

The TRAI (Telecom Regulatory Authority of India) Act allows the body to set telecom tariffs
and fix terms and conditions under which. Operators can interconnect with other. It also requires the
government to seek recommendations from TRAI before issuing a license. A new appellate authority -
separate from TRAI - has been set up to decide on disputes between the government and private operators.
Broadly, the new act enhances TRAI's recommendatory powers, strengthens those powers relating to
tariffs and interconnection but reduces the body's judicial powers. The new act continues to allow the
TRAI to set tariffs. The Department of Telecom (DoT) is Government of India Department under the
aegis of Ministry of Communications. It has its role in policy making, licensing and coordination matters
relating to telegraphs, telephones, wireless, data, facsimile and telemetric services and other like forms of
communications. In addition, DoT is responsible for frequency management in the field of radio
communication in close coordination with international bodies. It also enforces wireless regulatory
measures for wireless transmission by users in the country. DOT aims to provide the latest in
telecommunications technology and the best of services to its customers.

The Indian mobile market, according to the Cellular Operators Association of India (COAI), has
increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 14.18
million subscribers as of May 31, 2003. Despite this rapid growth, the mobile penetration rate in India, at
approximately 1.40% as of May 31, 2003, is significantly lower than the average mobile penetration rate
in other Asian and international markets. The number of mobile subscribers in India is expected to show
rapid growth over the next four years. 2006 project it at 50 million by COAI and 44 million by Gartner
TRAI OBJECTIVES
 Vision and goal of the telecom policy is availability of affordable and effective
communications for the Indian citizens;
 Access to telecommunication is important for achievement of the country’s social and
economic goals;
 Strive to provide a service to all uncovered areas, including the rural areas;
 Encourage development of telecommunication facilities in remote, hilly and tribal areas of the
country;
 Create a modern and efficient telecommunication infrastructure;
 Transform in a time bound manner, the telecommunication sector to a greater competitive
environment in both urban and rural areas providing equal opportunities and level playing field
for all players;
 Strengthen research and development efforts in the country and provide an impetus to build
world-class manufacturing capabilities;
 Achieve efficiency and transparency in spectrum management;
 Enable Indian Telecom Companies to become truly global players.

TARGETS
 To achieve a teledensity of 7 by the year 2005 and 15 by the year 2010.
 Encourage development of telecom in rural areas making it more affordable by suitable tariff
structure.
 \Making rural communication mandatory for all fixed service providers.
 Increase rural teledensity from the current level of 0.4 to 4 by the year 2010 and provide
reliable transmission media in all rural areas.
 Achieve telecom coverage of all villages in the country and provide reliable media to all
exchanges.
 Provide Internet access to all district head quarters.
 Provide high-speed data and multimedia capability using technologies including ISDN to all
towns with a population greater then 2 lakh.
Mostly used Wireless Technologies in India.

 GSM — Global System for Mobile Communication
 CDMA - Code Division Multiple Access
GSM
(Global System for Mobile Communications) One of the leading digital cellular systems. GSM
uses narrowband TDMA, which allows eight simultaneous calls on the same radio frequency.
GSM was first introduced in 1991. As of the end of 1997, GSM service was available in more than
100 countries and has become the de facto standard in Europe and Asia.
CDMA
(Code-Division Multiple Access) A digital cellular technology that uses spread-spectrum
techniques. Unlike competing systems, such as GSM, that use time-division multiplexing (TDM), CDMA
does not assign a specific frequency to each user. Instead, every channel uses the full available spectrum.
Individual conversations are encoded with a pseudo-random digital sequence. Qualcomm, Inc developed
CDMA.
TDMA

(Time Division Multiple Access). A technology for delivering digital wireless service using time-
division multiplexing (TDM). TDMA works by dividing a radio frequency into time slots and then
allocating slots to multiple calls. In this way, a single frequency can support multiple, simultaneous data
channels. TDMA is used by the GSM digital cellular system.
TDM
Time Division Multiplexing, A type of multiplexing that combines data streams by assigning
each stream a different time slot in a set. TDM repeatedly transmits a fixed sequence of time slots over a
single transmission channel. Within T-Carrier systems, such as what T-1 and T-3 are, TDM combined
Pulse Code Modulated (PCM) streams created for each conversation or data stream.
Difference between GSM, CDMA, and TDMA.

CDMA (Code Division Multiple Access), TDMA (Time Division Multiple Access) and GSM
(Global System for Mobile Communication) are all 2G wireless standards. From a simplistic point of view
the main difference between these three technologies is based on the way the voice or data content of a
phone call is carried over the network
CDMA is a technology that transmits voice or data over the network in the form of packets
spread over the available frequency spectrum; TDMA is a technology that transmits voice or data
according to an allocated time slot in the frequency spectrum; while GSM uses both compressed packets
of data and voice and a time allocation system to transmit over the network.
Indian mobile phone service carriers operate two digital technologies-GSM and CDMA.
GSM
GSM mobile phones use a subscriber identity module (SIM) card to connect the handset to the network. If
you import a GSM mobile phone on a 'one-off' basis (that is, for personal use), you can purchase a SIM
card from most mobile phone retail outlets in Indian that will enable you to connect to an Indian network.
If your overseas-purchased GSM mobile phone is covered by a contract with an overseas mobile carrier,
you may need to have your mobile phone unlocked from the SIM card that was issued as part of the
contract. Only the overseas carrier can carry out the unlocking process.
As CDMA mobile handsets do not include a SIM card, it is very difficult for a CDMA mobile phone to
be connected in Australia on a 'one off' basis. The ACA recommends that you do not import a CDMA
phone for personal use and cannot assist you in having your CDMA mobile phone connected.

GSM Services
Voice Services
Data Services
Multicast Services
Short Messaging Services
Location Based Services (LBS)
GSM Products (Mobile Devices)

Subscriber Identity Module (SIM)
Mobile Telephones
Embedded Radio Modules
External Radio Modems
GSM Future Evolution

Enhanced Data for Global Evolution (EDGE)
Wideband Code Division Multiple Access (WCDMA)
India's largest private sector telecom operator > 20% of the telecom market in India >
Cellular contributes 85% of total revenues & 1.2 million subscribers
Provides fixed line, VSAT, Internet and NLD - services
Fixed line services in Madhya Pradesh, Chattisgarh & Haryana
Strong Business Partners -
IFC-International Finance Corporation ^ SingTel - Singapore Telecom > BT - British
Telecom > Telia - Swedish Telecom

Product Profile of Airtel
The AirTel has been offering two types of Services:
 Landline services
 Broad band services
1) Land line services:

It is a widely accepted service by the most of the new subscribers. Under landline schemes, it has
four plans to opt for.
Those are:
 Rs.499 plan
 Rs.999 plan
 Rs.1429 plan
 Rs.2250 plan
2) Broad band services:

It is used by most of the bulk users whose usage is more and is also used by most of the
corporate & business people. There are various plans that are offered under Broadband schemes.
Those are:
 Rs.500 plan
 Rs.999 plan
 Rs.2495 plan
 Rs.5995 plan
 Rs.10, 995 plan
 Rs.20, 995 plan
 Rs.4o, 995 plan
Landline connection
AirTel Land line is ready-to-use. It comes with STD/ISD calling facility (depending upon
the plan purchased).
Backed by AirTel, the leading telecom operator in India, it gives crystal clear communication
across the all cities.

Highlights of Landline connection
 Wide Availability
 Instant Connectivity
 Total cost control
 Minimal documentation
 No deposits
 STD/ISD facility
 Remote Messaging Service (SMS)
 Free caller Line Identification (CLIP)
 Call waiting, call hold, call conference
Value Added Services
1. Voice Based Services:

 Voice mail
 Fax service
 Call conference
 Dial-In service
2. Text Based Services:

 Language SMS
 Text Message
 Information Service
 Scheduler
 Group Messaging

3. Call management services:
 Call Line Identification (CLI)
 Cell Line Identification Restriction (CLIR)
 Call Wait
 Call Hold
 Call Divert
 Additional talk value of Rs.200
 Call three local numbers for free
 Call one STD number @ Rs.1per minute
4. Fax and data services:

 Fax Facility
 Data Facility
5. Others:
 Free activation of STD&ISD
 Free roaming
Latest Value Added Services to AirTel Subscribers

 Voice mail / Centrex, 24 x 7 customer care
 Information Services
 Roaming on fixed line
 Audio conferencing
 Language SMS
 Call forwarding
 Special phones plus services
 Line hunting

Company Profile:
Bharti Tele-Ventures (BTVL) is India’s leading private sector provider of

telecommunications services with an aggregate of 6.45 million customers as of January 31, 2004,
consisting of approximately 5.86 million mobile and 587,872 fixed line customers. It is the
largest GSM service provider in the country. India market share as on January 31, 2004 was
25.1%. Mobile services constitute the largest portion of our business both in terms of total
revenues and total customers. They also provide fixed-line, long distance, group data and
enterprise services including VSAT and Internet services.
Bharti Tele-Ventures (BTVL) offers mobile services in fifteen out of 23 circles in India.
As of January 31, 2004, approximately 91% of India’s total number of mobile subscribers
resided in Bharti’s mobile circles, according to COAI reports. Bharti Tele-Ventures was the first
private sector operator to provide fixed-line services in India when it commenced providing
fixed-line services in the Madhya Pradesh & Chattisgarh circle in June 1998. The Company also
provides fixed – line services in Haryana, Delhi, and Karnataka and Tamil Nadu circles. BTVL
believes that these circles have high telecommunications revenue potential, especially for
carrying data traffic.
The company complements its mobile and fixed-line services with national and
international long distance services. The company also has a submarine cable landing station at
Chennai, which connects the submarine cable connecting Chennai and Singapore. The long
distance and data enterprise services have enormous support from this connectivity and
facilitates in offering best value for customers.

The company provides reliable end-to-end data & enterprise services to the corporate
customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line
and mobile circles, VSATs, ISP and international bandwidth access through the gateways and
landing station.
Bharti Enterprises has been at the forefront of technology and has revolutionized
telecommunications with its world-class products and services. Established in 1976, Bharti has
been a pioneering force in the telecom sector with many firsts and innovations to its credit.
Bharti provides a range of telecom services, which include Cellular, Basic, Internet and
recently introduced National Long Distance. Bharti also manufactures and exports telephone
terminals and cordless phones. Apart from being the largest manufacturer of telephone
instruments in India, it is also the first company to export its products to the USA.
Bharti is the leading cellular service provider, with a footprint in 16 states covering all
four metros. It has over 4.5 million satisfied customers
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated
telecom conglomerate, Bharti Enterprises.
Awards
Consecutively for four years 2007, 2008, 2009 and 2010, Airtel (for Bharti Cellular Ltd.
New Delhi) has been voted as the Best Cellular Service in the country and won the coveted
Techies award.
 The Asia Pacific Award for the Most Innovative HR practices-2009

 The Golden Peacock National Training Award for excellence in Training practices-2011
 The Golden Peacock National Quality Award-2011

Vision
 To make mobile communications a way of life and be the customers' first choice
Mission
It will meet the mobile communication needs of customers through:
 World class network
 Error free service delivery
 Innovative products and services
 State-of-the-art distribution system
HIGHLIGHTS OF AIRTEL
Airtel product differentiation with the other products

 Good coverage area
 The corporate employee benefits
 Low monthly rental
Service differentiation
 Airtel objective customer care & satisfaction level
Image differentiation
 Sachin Tendulkar was a brand ambassador
 Advertisements
 Music & ring tones
 Brand name
Airtel Brand and advertisement

The Airtel visual identity has different elements that work together to create a strong and
consistent identity for the brand. The most important of these are:

The Airtel Logo
Express Yourself
The Airtel logo is a strong, contemporary and confident symbol for a brand that is always
ahead of the rest. It is a specially drawn word mark.
 The Airtel Image style
It incorporates two solid, red rectangular forms whose counter form creates an open
doorway.
 The Airtel Typographical style
The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's
leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation.
JOINT VENTURES
 Singtel (Singapore telecom)
 Warburg Pincus, USA
 Telia, Sweden
 Asian Infrastructure find, Mauritius
 International finance corporation, USA
 New York Life international, USA
Bharti Tele-Ventures current businesses include:
 Mobile services
 Fixed-line
 National and international long distance services
 VSAT, Internet services and network solutions

PRESS RELEASES
 Airtel sponsors – CII corporate cricket cup.

CII Andhra Pradesh is celebrating the culmination of its 25 years in service in AP. To
communicate CII is organized the “CII Silver Jubilee Corporate Cricket Tournament – Airtel
cup”. Aimed to celebrate the spirit of competitiveness and team effort.
 Airtel is collaborating with CII on this unique occasion as the title sponsor for the cup.
 The Airtel cup has been unveiled on 3rd April 2004 by Mr. Surjeet Singh Barnala Governor, AP.
 More than 300 participants attended this session from industry, institutions, policy makers,
consultancy houses, government officials and intelligentsia at large.
 Session was deliberated on the CII theme for the year 2004-2005 “Co-operation for
Competitiveness”: Racing to the future, building on excellence.
 On October 7, 2003, Airtel, Announced Master Blaster Sachin Tendulkar as the Brand
Ambassador.
GROUP STRUCTURE
The group has been structured to create functional and operational specialization with a
linear vision of business lines and functional areas.
Chairman and Group Managing Director- Sunil Bharti Mittal are assisted by two Joint
Managing Directors- Akhil Gupta and Rajan Bharti Mittal head the Company.
President Mobile Services and President Infotel Services; this responsibility includes
Fixed-line, Long Distance and Broadband Services. The Presidents report to the Group Chairman
and Managing Director. The head of units and Subs report to the respective business's President.
An apex team of Corporate Directors has been constituted. The corporate directors have
supervisory and strategic responsibilities for functional areas across business lines. The directors
oversee functional areas including Business Development, Human Resources, Marketing,
Corporate Communication, IT & Technology, Finance, Legal, Corporate Affairs, Corporate
Strategy & Planning and Supervisory Director cum Chief Mentor - mobility.

The organization structure is designed to ensure that identical businesses are run along
similar lines and best resources in any functional field, be tapped to serve the best interests of the
entire group.
The structures also define the role of the Head of the units who are totally empowered to
manage their respective companies and are fully responsible for business operations to build
world-class organizations with a high degree of customer focus.
Uses And Features Of A Black Berry Product From Airtel

Blackberry from Airtel is an 'always connected' wireless solution providing easy and
secure access to your corporate email and data.
Uses:
 It is useful for existing business email address.
 Blackberry from Airtel integrates seamlessly with the company email system
(Microsoft Exchange or Lotus Domino) using your existing e-mail and corporate
mailbox.
 Send emails and Receive emails instantly. All the emails read, deleted or moved to a
folder will show both the handset device and the desktop. It uses over-the air
technology so there's no need to manually synchronize the message activity.

Chapter: 3
DATA ANALYSIS
AND
INTERPRETATION

STAGE 1
SEGMENT
COMMERCIAL RESIDENTIAL CCB SME STD/PCO

3.58% 25% 35.72% 33.92% 1.78%

NETWORK PERFORMANCE
TOP-2 BOTTOM-2
83.92% 16.08%

CONNECTIVITY
TOP-2 BOTTOM-2
78.58% 21.42%

SPEED
TOP-2 BOTTOM-2
76.48% 23.52%

BILL UNDERSTANDING
YES NO
67.85% 32.15%

BILLING PROBLEM
YES NO
30.36% 69.64%

AIRTEL BRAND
YES NO
74.54% 25.46%

SALES EXPERIENCE
TOP-2 BOTTOM-2
96.42% 3.58%

TECHNICAL EXPERIENCE
TOP-2 BOTTOM-2
85.72% 14.28%

CALL CENTRE
TOP-2 BOTTOM-2
62.50% 37.50%

COMMITMENT
0- 3- 6- 12- ABOVE
3MONTHS 6MONTHS 12MONTHS 24MONTHS 2YEARS
10.72% 1.78% 5.35% 19.65% 62.50%

SEGMENT COVERED UNDER STAGE-2 SURVEY
SEGMENT
COMMERCIAL RESIDENTIAL SME STD/PCO

30.26% 38.15% 25% 6.60%

SPEED
1. Are you satisfied with the speed what you are getting?
Highly Satisfied Satisfied

Not Satisfied Highly Dissatisfied
Top2 Bottom2
75% 25%

USAGE PROBLEM
2. Are you facing any problem with the usage of Internet?
Yes No
YES NO
38.46% 61.54

FREQUENCY
3. How frequently are you facing the problems with Internet?

Once in a month 2 – 3 times in a week
Once in a week 2 –3 times in a month
2-3 TIMES INA 2-3 TIMES IN A ONCE IN A ONCE IN A

MONTH WEEK MONTH WEEK
20% 40% 33.33% 6.67%

NETWORK PERFORMANCE
4. How is your experience with our Network Performance (Traffic Congestion,

Call Clarity, VAS Features etc)?

TOP-2 BOTTOM-2
90.78% 9.22%

SALES EXPERIENCE
5. Did our Sales team explain about the features of our Product?
Yes No
YES NO
77.63% 22.37%

TECHNICAL EXPERIENCE
6. Did our Technical team explain about the features of our Product?
Yes No
YES NO
72.36% 27.64%

QUALITY OF INSTALLATION
7. Do you like the Quality of our Installation?
Yes No
YES NO
92.10% 7.90%

REPAIR SERVICE
8. How is our repair service?

TOP-2 BOTTOM-2
84.22% 15.78%

UNDERSTANDING BILL
9. Are you able to understand our Bill?
Yes No
YES NO
90.78% 9.22%

PROBLEM WITH BILLING
10. Are you facing any problems with Billing?
Yes No
YES NO
25% 75%

BRC
11. Are you billing issues resolved on time?
Yes No
YES NO
77.64% 22.36%

IMPROVEMENT AREAS
12. If there is one thing that we have to improve immediately please specify which
one from the following?
Network
Speed
Customer Service
Billing
BILLING CUSTOMER NETWORK SPEED

SERVICE
15.78% 35.52% 25% 23.70%

Chapter: 4
FINDINGS
AND
SUGGESTIONS

FINDINGS
 We came to know that AirTel has a loyal customer base because its services.
 Some people are not satisfied with few problems like language problem with customer
care center, unawareness of plans & schemes and VAS features.
 Though the rates are higher by comparing with other players people are loyal to AirTel
because of its connectivity.
 Mostly the respondents are male subscribers.
 A major portion of users belongs to the age group of 20-40 years.
 The respondents whose income range lies between Rs.5000/- to Rs.10000/- found to be
more interested to go for AIRTEL service.
 Businessmen and students occupy major portion of the respondents.
 Major portions of the respondents are going for the AIRTEL service to avail the benefits
of features, better communication, and prestige.
 Most of the respondents are the subscribers of AirTel for a period of 6months to one year.
 Major portions of the respondents are aware of Airtel through word of mouth.
 Major portions of the customers are using 499 plans.
 Most of the respondents are not satisfied with the customer care
SUGGESTIONS

The survey conducted gives information that customers are not only looking forward for good
service but also it is now the time that they are in need to change service and fast moving equipment hand-
in hand with in the market. It is a saying that “Customer is only the God and the only Creator” as he is the
only person who decides the future market trends.
Hence through the survey some of the recommendations are to be considered:
The billing of the telephones has been a huge hindrance for the customers as they are facing a
problem of wrong billing and late recovery. So this should be undertaken as a course of action to help the
company earn a reputation as being customer friendly since the customer is the first to be thought about.
A major recommendation is a time-to-time customer care, which leads to customer retention and an
overall customer relationship management. Compared to many other things according to the customers the
telephone charges are high. Accordingly the company authorities should take immediate action on the
issue.
The customer’s feel that there should be a device where in the customers can directly reach the
persons in charge of any incident takes place in the connection. So that a few numbers that can be available
only for this purpose may serve the benefit. As there is saying, “Service is a real happiness of a customer”.
In this service the major suggestion is executives need H.R (Human Resources) classes. How to
respond with the customers, how to give service after take our connection. In this it should educate the
customers, to know what are the offering packages what it gives value-added services.
AirTel has to concentrate on what the problems are faced by the customers. Who took
connections of AirTel?
 Even educated people are not aware of VAS features.

 Most of the people are not aware of billing format.
 Even the sales and technical people are unable to explain the VAS features and billing
format.
 And mostly they are facing problems with call centre operators according language
problems.

CONCLUSIONS
In the telecom industry, day-today usage of the phone service has become widely spread
and in every corner, the application is more. It was found from the study conducted, that the most
of the respondents prefer the airtel services because of many attributes associated with it.
The company should concentrate on increasing the volume of the number of the
subscribers.
The Company wanted certain information with regard to types and usage of services,
which had been found out by the researcher, and these were shown in the findings. Apart from
these findings, the customer satisfaction of Airtel subscribers studied analytically and relevant
recommendations were given under suggestions.
The researcher hopes that if the company takes note of various findings and implement
the suggestions, it can increase its market share. It can ultimately retain its market share even
competing with BSNL, TATA & RELIANCE Technology too.
The future world depends on communication network. The ideal way to communicate
faster is to go for telecom services.

QUESTIONNAIRES.
Name:
Occupation:
Phone No.
1) Are you satisfied with the speed what you are getting?
a) Highly Satisfied b) Satisfied
c) Not Satisfied d) Highly Dissatisfied
2) Are you facing any problem with the usage of Internet?

a) Yes b) No
3) How frequently are you facing the problem with Internet?

a) Once in a month b) 2 – 3 times in a week
c) Once in a week d) 2 – 3 times in a month
4) How is your experience with our network performance?

5) Did our team explain about the features of our product?

a) Yes b) No
6) Did your technical team explain about the features of our product?
a) Yes b) No
7) Did you like the quality of our installation?

a) Yes b) No

8) How is our repair service?
9) Are you able to understand our bill?

a) Yes b) No
10) Are you facing any problem with billing?

a) Yes b) No
11) Are you billing issues resolved on time?

a) Yes b) No
12) If there is one thing that we have to improve immediately place satisfy which one from the
following?
a) Network b) Speed
c) Customer Services d) Billing
Thank you for your feedback we sincerely appreciate your honest opinion and will take in
your input into consideration while providing products and service in the future.

BIBLIOGRAPHY
BOOKS:
Author name Title of the Book Edition / Year
Sharma D.D. Marketing Research Millennium Edition / 2000
Chunawalla S.A Essentials of Marketing 1995

Research
Phillip Kotler Marketing management Millennium Edition / 2000
David J Luck / Marketing Research 7th Edition / 1996

Ronald S Rubin
Gupta S.P. / Business Statistics & First Edition / 1997

Gupta P.K. / Operations Research
Manmohan
Web Links:
www.bharti.com
www.airtelworld.com

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Chapter: 1

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The consumer may form a purchase intention based product benefit.

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parameters were identified as the objectives of the study.

and other factors.

 To study on customer satisfaction on Airtel and creating awareness in customers towards

Airtel features regarding to the landline & broadband services.

billing system to know the company performance in different departments on customer

 To know and identify the awareness of the AirTel

 TO know the corporate culture of Airtel.

and broadband connections what they are getting.

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Research Methodology is a method to solve the research problems systematically. It

 Chi – square Test

 Weighted Average Method are used.

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various books, company websites, and from company brochures.

includes a structured questionnaire to be given to the respondents. The respondents would be

study is being conducted to the respondents.

limitations are due to following reasons.

 The survey was on AIRTEL customers only.

 The survey was done in some areas of Hyderabad city only.

 The sample size is limited due to the limited period.

 Analysis is based on the information given by the customers.

 Availability of respondents was poor.

 Feedback is collected from the customers except the CCB segment.

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TELECOM REGULATORY AUTHORITY OF INDIA

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Mostly used Wireless Technologies in India.

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Difference between GSM, CDMA, and TDMA.

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GSM Products (Mobile Devices)

GSM Future Evolution

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1) Land line services:

2) Broad band services:

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Value Added Services

1. Voice Based Services:

2. Text Based Services:

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4. Fax and data services:

Latest Value Added Services to AirTel Subscribers

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Bharti Tele-Ventures (BTVL) is India’s leading private sector provider of

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 The Asia Pacific Award for the Most Innovative HR practices-2009

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Airtel product differentiation with the other products

Airtel Brand and advertisement

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Bharti Tele-Ventures current businesses include:

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 Airtel sponsors – CII corporate cricket cup.

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Uses And Features Of A Black Berry Product From Airtel

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