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A Study On Customer Preference Towards Airtel As Service Provider
A Study On Customer Preference Towards Airtel As Service Provider
RASIPURAM
PROJECT REPORT
Submitted by
NAGARAJU.S
of
JUNE-2011
PROJECT REPORT
JUNE- 2011
NAGARAJU.S
…………….. ……………………….
………………… …………………….
Internal examiner External examiner
DECLARATION
I affirm that the project work titled A STUDY ON CUSTOMER PREFERENCE TOWARDS
AIRTEL AS A SERVICE PROVIDER IN RASIPURAM being submitted in partial fulfillment for the
award of M.B.A (Master of Business Administration) is the original work carried out by me. It has not
formed the part of any other Project work submitted for award of any degree or diploma, either in this
NAGARAJU.S
(098001604028)
S.VIGNESH, MBA
ACKNOWLEDGEMENT
I own my gratitude to Dr.T.ARANGANAL, Chairman, and Smt.P.MALA LENA chairperson of
GNANAMANI COLLEGE OF TECHNOLOGY, Namakkal for giving me an opportunity to study
MBA course in this college during the year of 2010-2011.
I am thankful to my Faculty Guide Mr. S.VIGNESH, lecturer Department of Management studies for
his constant advice and value guidance throughout the Project report.
I am also thankful to the entire faculty members of the department of management studies for their
kind and valuable cooperation during the course of the project. I would also like to thank my parents,
friends and well wishers who encourage me to complete this project successfully.
NAGARAJU.S
CONTENTS
S.No Particulars Page no
ABSTRACT I
1
2 LIST OF TABLES II
3 LIST OF FIGURES IV
CHAPTER 1
1.1 INTRODUCTION OF STUDY 1
1.2 SIGNIFICANCE OF STUDY 2
1.3 COMPANY PROFILE 3
CHAPTER 2
5 QUESTIONNAIRE 57
6 REFERENCES 63
ABSTRACT
I have undertaken the project on “A Study on Customer Preference towards Airtel as a Service
Provider In Rasipuram” as a part of the curriculum of the VIth trimester. The main reason I took
up this project is to learn how different consuming mode affect the customers in their daily life.
The prime intention of doing this project is to be understood what sorts of diversified
factors affecting a lot to their optimum customers along with being known how companies are
come under its massive impacts at widespread. During this short span of time, myself was capable
knowing how any company profoundly proficient flourishing their enterprise by keeping
gorgeous durable relations with their employees constituting releasing qualitative services sans
taking any additional charges through their consumers in the cordial manners.
Work quality, basically, is all about employees involvement consists of methods to motivate
employees to participate in decision making including rendering elite services to their customers
warmly is co-operating in rapport building which gives emphasis on the use of quality circles
by companies primly Airtel, Vodafone and so on other giant size cellular service provider helping
in resolving several service pertaining obstructions.
This project is a mean to appreciate the nitty-gritty involvement of employees relationship with
their organization and their employers helping me to understand how organizations keep constant
check of customer service and their satisfaction so as to run their business try their level best. Last
but not the least, this project, shows me through case studies how different organizations take care
of their working environment to be kept their employees and other associates massively glad for
acquiring their long term loyalities and raising tremendous gains through them, deliberately.
LIST OF TABLE
SL.N Title Page
O No
3.1 The table shows the respondents on the basis of their age 15
3.2 The table shows the respondents on the basis of their sex 17
3.3 The table shows the respondents on the basis of their occupation 19
3.4 The table shows the respondents on the basis of their monthly income 21
3.5 The table shows the respondents on the basis of their educational qualification 23
3.8 The table shows service facility that attract you the most 29
3.10 The table shows an opinion about airtel as a service provider compared to other 33
service providers
3.12 The table shows that the customer care update the latest schemes 37
3.13 The table shows which advertising media mostly used by Airtel 39
3.14 The table shows that respondents feeling of the Airtel advertisement 41
LIST OF FIGURE
SL.N Title Page
O No
3.1 The chart shows the respondents on the basis of their age 16
3.2 The chart shows the respondent on the basis of their sex 18
3.3 The chart shows the respondent on the basis of their occupation 20
3.4 The chart shows the respondent on the basis of the monthly income 22
3.5 The chart shows the respondent on the basis of their educational qualifaction 24
3.6 The chart shows awareness about their service 26
3.8 The chart shows service facility that attracts you the most 30
3.10 The chart shows an opinion about Airtel as a service provider compared to 34
3.12 The chart shows that the customer care update the latest schemes 38
3.13 The chart shows that which advertising media mostly used by Airtel 40
3.14 The chart shows that respondent feeling of the Airtel advertisement 42
CHAPTER – 1
1.1 INTRODUCTION
WHO IS CUSTOMER
A customer is the most significant icon for long term survival of any firms or enterprises in
terms of retaining quality products and services at affordable cost as for being the market king.
A customer doesn’t dependent upon us while in several aspects, we dependent upon him. A
customer is not an interruption of our work; actually, they are the purpose of them.
We are not doing any sorts of favors by serving them; actually, they are doing it for our
flavor by giving us the opportunity to do so.
A customer is not someone to argue or match with someone. No body ever won an
argument with customer. A customer is a person who brings as his wants. It is our job to handle
them profitability to him and to ourselves.
Today, more companies are recognizing the importance of satisfying and retaining
customers. Satisfied customers constitute the company’s relationship capital. If the company were
to be sold, the acquiring company would to pay not only for the plant and equipment and the brand
name but also for the delivered customer base mainly the number and the value of the customer
who would do business with the new firms.
Customer preference means, the preference on the part of the customer for one brand of a
product in relation to various other brands of the same product available in the market.
It is known for being the first mobile phone company in the world to outsource everything except
marketing and sales. Its network operations are provided by Ericsson, business support by IBM
and transmission towers by another company.
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. This enables the company to provide pan-India
phone call rates of Rs. 1/minute .
The businesses at Bharti Airtel have always been structured into three individual strategic
business units - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile
business provides mobile & fixed wireless services using GSM technology across 23 telecom
circles while the Airtel Telemedia Services business offers broadband & telephone services in 95
cities and has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh
Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are
the brand ambassadors of the DTH company.
The company provides end-to-end data and enterprise services to the corporate customers through
its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles and
international bandwidth access through the gateways and landing station.
Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement
with Germany's Siemens to manufacture the company's push-button telephone models for the
Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his
company became the first in India to offer push-button telephones, establishing the basis of Bharti
Enterprises. This first-mover advantage allowed Sunil Mittal to expand his manufacturing capacity
elsewhere in the telecommunications market. By the early 1990s, Sunil Mittal had also launched
the country's first fax machines and its first cordless telephones. In 1992, Sunil Mittal won a bid to
build a cellular phone network in Delhi. In 1995, Sunil Mittal incorporated the cellular operations
as Bharti Tele-Ventures and launched service in Delhi.
In 1996, cellular service was extended to Himachal Pradesh. 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 National Stock Exchange 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.
In 2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel began
operating in Bangladesh and 16 African countries.Today, Airtel is the largest cellular service
provider in India and fifth largest in the world.Bharti Airtel formerly known as Bharti Tele-
Ventures LTD is the largest cellular service provider in india with more than 131 million
subscribtions as of April 2010 With this, Bharti is now the world's third-largest, single-country
mobile operator and sixth-largest integrated telecom operator. It also offers fixed line services and
broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil
Bharti Mittal. The company also provides telephone services and broadband Internet access in top
95 cities in India. It also acts as a carrier for national and international long distance
communication services.
The company has a submarine cable landing station at Chennai which connects the submarine
cable connecting Chennai and Singapore.It is known for being the first mobile phone company in
the world to outsource everything except marketing and sales.Its network operations are provided
by Ericsson, business support by IBM and transmission towers by another company. 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. This enables the company to provide pan-India phone
call rates of Rs. 1/minute .
The businesses at Bharti Airtel have always been structured into three individual strategic
business units - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile
business provides mobile & fixed wireless services using GSM technology across 23 telecom
circles while the Airtel Telemedia Services business offers broadband & telephone services in 95
cities and has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh
Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are
the brand ambassadors of the DTH company. The company provides end-to-end data and
enterprise services to the corporate customers through its nationwide fiber optic backbone, last
mile connectivity in fixed-line and mobile circles and international bandwidth access through the
gateways and landing station.
Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base,
behind China Mobile and China Unicom. In India, the company has a 24.6% share of the wireless
services market, followed by 17.7% for Reliance Communications and 17.4% for Vodafone Essar.
In January 2010, company anonced that Manoj Kohli, Joint Managing Director and current Chief
Executive Officer of Indian and South Asian operations, will become the Chief Executive Officer
of the International Business Group from 1st April 2010. He will be overseeing Bharti's overseas
business. Current Dy. CEO, Sanjay Kapoor, will replace Manoj Kohli and will be the CEO with
effective from 1st April, 2010.
CHAPTER –II
CHAPTER –II
Twenty- four hours of internet chatting by the use of Airtel internet modem
PRIMARY OBJECTIVES
SECONDARY OBJECTIVES
5. To analyse the media and effectives of media for the Airtel Ltd.
2.3 SCOPE OF THE STUDY
Let us look into the profile of our company and the opportunity is facing us. The great
opportunity focus to provide high quality service for a low cost. Airtel has an unbelievable
opportunity in front of them, because last year DOT has collected Rs. 720 crores about Rs. 312
crores were pertaining to calls made the state with an average of about Rs. 26 crores in amount.
This statistics shows that we already have an enormous subscriber base to catch up to obtain a
strong establishment in the market. Airtel shall target the existing DOT customer base.
Since Airtel has big volumes of sale where the company has set up a high goal to achieve 5,00,000
customers in 3 years.Especially in Tamil Nadu, Airtel launched in major areas and occupies more
hands in the short span of time gigantically.
Even though, another cellular service providers created awareness among consumer about
different sorts of cells despite among them Airtel is unique one because of its affordable price with
better services .
Airtel captures more market than Tata Docomo,Vodafone so and on others stating tremendously
its coverage reaches probably all towns and cities throughout the india.
2.4 RESEARCH METHODOLOGY
RESEARCH DESIGN
The formidable problem that follows the task of defining the research problem is the
preparation of the design of the research project, popularly known as the “Research
Design”.Research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in procedure.
The research design adopted for this study is descriptive design. Descriptive research
includes surveys and fact finding of different kinds. The major purpose of descriptive research is
description of the state of affairs as it exists at present.
SAMPLING UNIT
The sampling unit consists of the Airtel owners in Rasipuram playing their root role in
terms of conducting credible survey being known the customers preferences easilys. The data was
collected from all the 75 respondents by means of questionnaire.
SAMPLING TECHNIQUES
The sampling technique used in this study is “Convenience sampling”. When the
population elements for inclusion in the sample based on the ease of access, it can be called as
convenience sampling.
CONVENIENCE SAMPLING
In this method, the sample units are chooses primary on the basic of the convenience to the
investigation.
SOURCE OF DATA:
There are two types of data
Primary data
Secondary data
PRIMARY DATA
The primary data was collected from the respondents by means of questionnaire.
SECONDARY DATA
The secondary data was collected from the books, journals, magazines and company.
The different tools uses by the researcher during the entire data analysis.
CHI-SQUARE TEST
The chi-square test is a use the measure of comparing experimentally obtained result with
those expect. The oriented and based on the Hypothesis. It is as test static provides a set of
theoretical frequencies are compared.
Chi-Square test is a non-parametric test used most frequently by marketing researcher to test the
hypothesis. A hypothesis is a statement about the population parameter. It is a conclusion
tentatively drawn on logical basis. Testing a hypothesis a procedure that helps us to ascertain the
likely of hypothesized population parameter being correct by making use of sample statistic.
The chi-square is computer on the basis of frequented in a sample and thus the value of chi-
square so obtained is a statistic.
X2 = Σ (Oi – Ei)2/Ei
Where
STEPS INVOLVED
Set up the null hypothesis models between the attributed alternate hypothesis.
STEP 1
Calculate all expected frequencies i.e. for all values of I = 1,2,3,… n.
STEP 2
Take the difference between each observed frequency Oi and the corresponding expected
frequencies Ei for each value.
STEP 3
Square each difference for each value of I, i.e. calculate (Oi-Ei) for all values of I = 1,2,3,
…n.
STEP 4
Divide each square difference by the corresponding expected frequency i.e. calculate X2 =
Σ (Oi – Ei)2/Ei
STEP 5
Concluding the hypothesis this accepted or rejecting Ho.
Due to time constraints the researcher taken only limited sample 07-75 respondents.
The sample were taken only in scattered localities and not from the throughout city.
Absence of the respondents at home may have resulted in another member of the family giving
in accurate answers.
Dealers opinion might be biased towards the brand they deal with from long duration.
Some of the respondents are non - co-operative because of their unwillingness not being the
part of survey.
CHAPTER-III
TABLE NO: 1
THE TABLE SHOWS THE RESPONDENTS ON
THE BASIS OF THEIR AGE
1 Below – 21 35 47
2 21 to 30 33 44
3 31 to 40 7 9
4 Above 41 - -
Total 75 100
Total
100
90
80
70
60
Total
50
40
30
20
10
0
TABLE NO: 2
THE TABLE SHOWS THE RESPONDENT ON
THE BASIS OF THEIR SEX
1 Male 57 76
2 Female 18 24
Total 75 100
INFERENCE
The above table shows that 76% of the respondents are male and remaining 24% of the
respondents are female.
CHART NO: 2
120
100
80
60 2 Female
1 Male
40
20
0
1 2
TABLE NO: 3
THE TABLE SHOWS THE RESPONDENTS ON
THE BASIS OF THEIR OCCUPATION
1 Employed 9 12
2 Student 52 69
3 Professional 2 3
4 Business 11 15
5 Others 1 1
Total 75 100
INFERENCE
The above table explains that 69% of the respondents are comes under student.
CHART NO: 3
200
180
160
140
120
Percentage
100
No. of Respondent
80 Particular
60
40
20
0
1 2 3 4 5 Total
TABLE NO: 4
THE TABLE SHOWS THE RESPONDENTS ON
THE BASIS OF THE MONTHLY INCOME
S.No Particular No. of Respondent Percentage
2 3,001 – 5000 17 23
3 5,001 – 10,000 11 14
Total 75 100
INFERENCE
The above table explains that 59% of the respondents are earning less than Rs 3,000 per
month.
CHART NO: 4
120
100
80
Particular
60
No. of Respondent
Percentage
40
20
0
1 2 3 4 Total
TABLE NO: 5
THE TABLE SHOWS THE RESPONDENTS ON THE BASIS OF THEIR
EDUCATIONAL QUALIFICATION
1 Graduate 39 52
2 PG 25 33
3 Professional 3 4
4 Others 8 11
Total 75 100
INFERENCE
The above table refers that 52% of the respondents are comes under graduate.
CHART NO: 5
120
100
80
Particular
60
No. of Respondent
Percentage
40
20
0
1 2 3 4 Total
TABLE NO: 6
THE TABLE SHOWS AWARENESS ABOUT THEIR SERVICE
2 Advertisement 21 28
4 Others 3 4
Total 75 100
INFERENCE
The above table refers that 65% of the respondents are awarding through Friends &
Relatives.
CHART NO: 6
100%
90%
80%
70%
60%
Percentage
50%
No. of Respondent
40% Particular
30%
20%
10%
0%
1 2 3 4 Total
TABLE NO: 7
THE TABLE SHOWS THAT PURPOSE OF USING
1 Business 14 19
2 Personal Use 48 64
3 Other 13 17
Total 75 100
INFERENCE
The above table explains that 64% of the respondent are using in personal use.
CHART NO: 7
120
100
80
Particular
60
No. of Respondent
Percentage
40
20
0
1 2 3 Total
TABLE NO: 8
THE TABLE SHOWS SERVICE FACILITY
THAT ATTRACTS YOU THE MOST
1 Message 21 28
2 Local calls 8 11
3 STD calls 7 9
4 Calling rates 21 28
5 Roaming 1 1
6 CUG - -
7 Coverage 12 16
8 Billing 5 7
Total 75 100
INFERENCE
The above table explains that 28% of respondents are comes under message and calling
rates.
CHART NO: 8
100%
90%
80%
70%
60%
Total
8
50% 7
40%
30%
20%
10%
0%
TABLE NO: 9
THE TABLE SHOWS THAT FARING THE PROBLEMS
1 Billing 9 12
2 Network 28 37
3 Coverage 23 31
4 Service at franchise 3 4
5 None 12 16
Total 75 100
INFERENCE
The above table explains that 37% of respondents are affecting the network problem.
CHART NO: 9
100
90
80
70
60
Particular
50
No. of Respondent
40 Percentage
30
20
10
0
1 2 3 4 5 Total
TABLE NO: 10
THE TABLE SHOWS ON OPINION ABOUT AIRCEL AS A SERVICE PROVIDES
COMPARED TO
OTHER SERVICE PROVIDERS
1 Very good 30 40
2 Good 26 35
3 Average 16 21
4 Bad 3 4
Total 75 100
INFERENCE
The above table refers that 40% of the respondent opinion are very good.
CHART NO: 10
120
100
80
Particular
60
No. of Respondent
Percentage
40
20
0
1 2 3 4 Total
TABLE NO: 11
THE TABLE SHOWS THE MOBILE PHONE USED
1 Nokia 44 59
2 Sony Erickson 7 9
3 Samsung 13 17
4 LG 9 12
5 Others 2 3
Total 75 100
INFERENCE
The above table explains that 59% of the respondents are using Nokia mobile phone.
CHART NO: 11
120
100
80
Particular
60
No. of Respondent
Percentage
40
20
0
1 2 3 4 5 Total
TABLE NO: 12
THE TABLE SHOWS THAT THE CUSTOMER
CARE UPDATE THE LATEST SCHEMES
1 Always 21 28
2 Some Times 50 67
3 Never 4 5
Total 75 100
INFERENCE
The above table refers that 67% of respondents are latest schemes knowing some times.
CHART NO: 12
200
180
160
140
120
Percentage
100
No. of Respondent
80 Particular
60
40
20
0
1 2 3 Total
TABLE NO: 13
THE TABLE SHOWS THAT WHICH ADVERTISING
MEDIA MOSTLY USED BY AIRTEL
1 News paper 29 39
2 Magazine 10 13
3 T.V 28 37
4 Bill Board 5 7
5 Others 3 4
Total 75 100
INFERENCE
The above table infers that 39% of the respondents are mostly used newspaper.
CHART NO: 13
100
90
80
70
60
Particular
50
No. of Respondent
40 Percentage
30
20
10
0
1 2 3 4 5 Total
TABLE NO: 14
THE TABLE SHOWS THAT RESPONDENTS
FEELING OF THE AIRTEL ADVERTISEMENT
1 Attractive 24 32
2 Boding 26 35
3 No comments 25 33
Total 75 100
INFERENCE
The above table shows that 35% of respondent are feel in boring of Aircel advertisement.
CHART NO: 14
120
100
80
Particular
60
No. of Respondent
Percentage
40
20
0
1 2 3 Total
TABLE NO: 15
THE TABLE SHOWS SATISFACTION LEVEL OF AIRTEL
1 Highly satisfied 11 15
2 Satisfied 46 61
3 Moderate 18 24
4 Dissatisfied - -
5 Highly dissatisfied - -
Total 75 100
INFERENCE
The above table refers that 61% of the respondents are satisfied.
CHART NO: 15
Total
120
100
80
Total
60
40
20
0
CHI – SQUARE ANALYSIS
TEST - I
RELATIONSHIP BETWEEN THE AGE AND
SATISFACTION LEVEL
Highly
Age Group Highly Dis
Satisfied Moderate Dis
Satisfied satisfied
satisfied
Below
5 22 8 0 0 35
21 years
21-30 3 22 8 0 0 33
years
31-40 3 2 2 0 0 7
years
Above 41 0 0 0 0 0 0
years
Total 11 46 18 0 0 75
CHART NO:16
80
70
60
50
Below 21 years
40 21-30 years
31-40 years
30 Above 41 years
Total
20
10
0
Satisfaction Level Total
TOTAL
CONCLUSION
So, there is no significant relationship between the age and satisfaction level.
TEST – II
RELATIONSHIP BETWEEN THE INCOME AND
SATISFACTION LEVEL
Less than 4 29 11 0 0 44
Rs. 3000
Rs 3001- 3 9 5 0 0 17
5000
Rs. 5001- 4 6 1 0 0 11
10000
Above 0 2 1 0 0 3
Rs. 10000
Total 11 46 18 0 0 75
CHART NO:17
80
70
60
50
Less than Rs. 3000
40 Rs 3001-5000
Rs. 5001-10000
30 Above Rs. 10000
Total
20
10
0
Satisfaction Level Total
CHI – SQUARE ANALYSIS
TOTAL
Calculated value = 33.3171
Degree of freedom = (4-1) (5-1)
= (4) (3)
= 12
Table value of degree of freedom 12 with 5% level of significance = 21.026
By comparing the table value and calculated value of X2 we found that the table value is
lower than the calculated value. So we can Reject the hypothesis.
CONCLUSION
So, there is significant relationship between the income and satisfaction level.
CHAPTER – IV
CHAPTER – IV
FINDINGS
CHI-SQUARE RESULTS
In test I there is no significant relationship between the age and satisfaction level.
In test II there is significant relationship between the income and satisfaction level.
SUGGESTIONS
The company can increase the number of towers in and around Tamilnadu for the clear
network and coverage.
In order to increase subscribes, Rasipuram dealer may take up sales promotional measure
such as social welfare activities like roadside parks, organizing blood donation camps or some
other social service programme individually or coupled such as lions club, rotary club etc.
The Aircel company should provide some gift others to the purchases in order to encourage
it sales.
Most of the Aircel subscribers are earned less than 3000 of their monthly income. So they
will reduce their tariff and tax rates. It can be increasing the subscribers of Aircel usage.
The complaint box should be installed at the authorized center, so that customers are given
an opportunity to express their complaints.
CONCLUSION
Airtel is being coped direct competitions through big industries like, Vodaofone, Reliance,
and Tata Docomo constituting so and on other cellular service providers. It would be capable
capturing more customers by using various tools in terms of enhancing their financial gains. Now,
it is directly focusing beyond the realm of any territory intending its miraculous quantum leap
touching the infinite horizon, delibrately. Meanwhile, It is tough for Airtel occupying the overall
market being erecting solo within stiff market rivilary despite it is major cellular service provider
capturing more and more subscribers’ attentions towards their errorfree essenceful services. That’s
why, it is believed that Airtel ought to be achieved their destinations easily among their market
rivals within or beyond the Indian outskirts .
QUESTIONNAIRE
A STUDY ON CUSTOMER PREFERENCE TOWARDS AIRTEL
QUESTIONNAIRE
PERSONAL DETAILS:
1.Name :
2.Age :
Below 21 21 to 30
31 to 40 Above
41
4.Occupation/Category :
5.Monthly income :
Graduate PG Professional
Others
1 to 2 years more
than 2 years
Business Peronal
use interaction
Others
Provider Rank
Airtel
Aircel
BSNL
Vodafone
Tata Indicom
Relaince
Others specify-------------------------
Specify model------------------------
Always Sometimes
Never
SATISFACTION LEVEL OF THE AIRTEL CELLULAR SERVICE CUSTOMERS
17. Transperancy in
service
25. Which advertising media according to you is most frequently used by Airtel ?
Newspaper Magazine
TV Other ?
26. Can you recall any advertisement which is remarkable for you ?
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Interesting Boring
No idea
28. Do you think the advertisements of our services and products capture the best quality in the
market? If ‘no’ why?
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(Thank you)
REFERENCES
BIBLIOGRAPHY
BOOKS
New Delhi.
JOURNALS
Journal for Indian Marketing
WEBSITE
www.airtel.com