SUMMER TRAINING REPORT

On
“CUSTOMER SATISFACTION TOWARDS AIRTEL”

Submitted in partial fulfilment of the requirement of

Bachelor of Business Administration
(BBA)

Guru Gobind Singh Indraprastha University,

Delhi

Session 2019-22
Under the Guidance of Submitted by
Name: Mr. Shailendra Kumar Name: Aman Singh Negi
Asst. Professor BBA- V SEM
Enrolment No.: 01250601719

NEW DELHI INSTITUTE OF MANAGEMENT

61, TUGHLAKABAD INSTITUTIONAL AREA
NEW DELHI-110062
 CERTIFICATE

This is to certify that AMAN SINGH NEGI has successfully completed the research project “A study of
customer satisfaction towards Airtel” as the partial fulfillment of the requirement for the award of degree of
Bachelor of Business Administration (BBA) by Guru Gobind Singh Indraprastha University, batch 2019-22.

To best of my knowledge the report is original and has not been copied or submitted anywhere
else. It is an independent work by him.

MR. SHAILENDER KUMAR

ASSISTANT PROFESSOR
 ACKNOWLEDGEMENT

At the very outset I would express my sincere thanks and deep sense of gratitude to all the personnel who
helped me during the collection of data and gave me rare and valuable guidance for the preparation of the
project.

My profound gratitude to Mr. SHAILENDRA KUMAR, Faculty Guide for giving me a valuable opportunity
without whose guidance this project would not have been seen the light of the day. I am also thankful for his
timely help, guidance and encouragement that influenced the development of this project.

Last but not the least I would like to thank my college New Delhi Institute of Management for providing me
this opportunity to work with such a prestigious organization.

AMAN SINGH NEGI

ENROLLMENT NO -01250601719
BBA (5th SEM)

DECLARATION
I, AMAN SINGH NEGI declare that this project is done by me, on the basis of guidance provided by our
faculty guide. This is an original piece of work and I adhere to the norms and guidelines provided.

AMAN SINGH NEGI

ENROLLMENT NO -01250601719
 CERTIFICATE
TO WHOM IT MAY CONCERN

This is to certify that Mr. AMAN SINGH NEGI of New Delhi Institute of Management, Delhi has
successfully completed 02 (TWO) Months Internship as a Business Development Executive in Retail –
Sales Department from dated: 5th July 2021 to 5th Sep 2021 during the internship we found his conduct
& dedication towards the work was good. We wish him all the success in his future endeavors.

We wish him every success in life.

From, Airtel (India) Ltd.

To: Aman Singh Negi Shweta Rajput (Head HR)

 TABLE OF CONTENTS
S.NO. CONTENTS PAGE NO.

CHAPTER 1 Introduction to the study

1 Brief overview of the study 6-8

.
1
1 Objectives of the study 9
.
2
1 Review of literature 10-12
.
3
Resea1 Research reports Data collection Sample size Statistical tool 13-15
.
4
1 Limitations of the study 16
.
5
CHAPTER 2 Company Profile

2 History 19-27
.
1
2 Products and services offered 28-31
.
2
2 Mission and Vision of the company 32-33
.
3
2 Organizational structure 34
.
4
CHAPTER 3 Data Analysis and Interpretation
 3 Data analysis and interpretation of the study 36-45
.
1
CHAPTER 4 Conclusion and Recommendations

4 Findings of the study 47

.
1
4.2 Conclusion of the study 48

4.3 Suggestions 48

BIBLIOGRAPHY 49

ANNEXURE 50-56
CHAPTER-1
INTRODUCTION
 INTRODUCTION
CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in marketing. It is measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as “the
number of customers, or percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals. In a survey of nearly 200 senior
marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in
managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a balanced scorecard. In a
competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.

Purpose

A business Airtel two wheeler lily is continually seeking feedback to improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty".
"Customer satisfaction data are among the most frequently collected indicators of market perceptions.
Their principal use is twofold".

1. "Within organizations, the collection, analysis and dissemination of these data send a message
about the importance of tending to customers and ensuring that they have positive experience
with the company's goods and services."
 2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make
further purchases in the future. Much research has focused on the relationship between customer
satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly
realized at the extremes."

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return
customers and might even evangelize for the firm. (A second important metric related to satisfaction is
willingness to recommend. This metric is defined as "The percentage of surveyed customers who
indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he
or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing
advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to prospective customers.
Willingness to recommend is a key metric relating to customer satisfaction.

Theoretical ground
In literature antecedents of satisfaction are studied from different aspects. The considerations extend from
psychological to physical and from normative to positive aspects. However, in most of the cases the
consideration is focused on two basic constructs as customers’ expectations prior to purchase or use of a
product and his relative perception of the performance of that product after us ignite.

A customer's expectations about a product tell us how he or she anticipates how that product will perform.
As it is suggested in the literature, consumers may have various "types" of expectations when forming
opinions about a product's anticipated performance. For example, four types of expectations are identified
by Miller (1977): ideal, expected, minimum tolerable, and desirable. While, Day(1977) indicated among
expectations, the Ones that are about the costs ,the product nature, the efforts in obtaining benefits and
lastly expectations of social values. Perceived product performance is considered as an important
construct due to its ability to allow making comparisons with the expectations.

It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and
Miller (1972) and Olson and Dover (1976) designed their researches as to manipulate actual product
performance, and their aim was to find out how perceived performance ratings were influenced by
expectations. These studies took out the discussions about explaining the differences between
expectations and perceived performance."
In some research studies, scholars have been able to establish that customer satisfaction has a strong
emotional, i.e., affective, component. Still others show that the cognitive and affective components of
customer satisfaction reciprocally influence each other over time to determine overall satisfaction.

Especially for durable goods that are consumed over time, there is value to taking a dynamic perspective
on customer satisfaction. Within a dynamic perspective, customer satisfaction can evolve over time as
customers repeatedly use a product or interact with a service. The satisfaction experienced with each
interaction (transactional satisfaction) can influence the overall, cumulative satisfaction. Scholars
showed that it is not just overall customer satisfaction, but also customer loyalty that evolves over time.
 Construction
Organizations need train existing customers while targeting on-customers. Measuring customer
satisfaction provides an indication of how successful the organization is at providing products and/or
services to the market place.

"Customer satisfaction is measured at the individual level, but it is almost always reported at an
aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example, might
ask customers to rate their experience with its front desk and check-in service, with the room, with the
amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might
ask about overall satisfaction 'with your stay."

As research on consumption experiences grows, evidence suggests that consumers purchase goods and
services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are
associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are
associated with them or instrumental and functional attributes of the product (Batra and Athola1990).

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary
depending on other options the customer may have and other products against which the customer can
compare the organization's products. The usual measures of customer satisfaction involve a
survey using a liker scale. The customer is asked to evaluate each statement in terms of their perceptions
and expectations of performance of the organization being measured.

OBJECTIVES OF THE STUDY

● Understanding the expectations and requirements of your customers.

● Determining how well your company and its competitors are satisfying these expectations and
requirements.
● Developing service and/or product standards based on your findings.

● Examining trends over time in order to take action on a timely basis.

● Establishing priorities and standards to judge how well you’ve met these goals.

Careful consideration must be given to what the organization hopes to accomplish, how the results will
be disseminated to various parts of the organization, and how the information will be used. There is no
point asking customers about a particular service or product if it won’t or can’t be changed regardless of
the feedback.
REVIEW OF LITERATURE

In educated societies, the human being has been trained to analyze text in a way that a reader is able
to interpret writing as whatever he or she sees in the meaning of the words by analyzing the context
in which the text is written. Through teaching people to read and analyzing literature, the educated
society has become more accustomed in what they are reading.
J. Pakola, M. Pietila and R.Svento12 (2003) in their article titled, “An Investigation of Customer
Behavior in Mobile Phone Markets in Finland” have indicated that price and properties are the
major influential factors affecting the purchase of a new mobile phone, whereas audibility, price
and friends are regarded as the most important in choice of the mobile phone operators. He has
stated that customers with prior experience about a product can be able predict their choices
relatively well but tend to overestimate the importance of a monthly access fee, mobile-to-mobile
rates and connection fees.

Debarun Chakraborty (2013), in his article determined the customer satisfaction & expectation
towards a telecommunication company in West Midnapore which is a district of West Bengal. A
descriptive study was conducted to achieve the objectives. In total 250 respondents filled a well-
structured questionnaire having a list of statements pertaining to products, services & facilities
provided by the service provider. Further results show that there is a significant relation between the
brand name and the preference of customers. Hence, it has been recommended that telecom
companies should focus on connectivity, call rate, coverage and network quality.

Buvaneswari and R. PrakashBabu67 (2013) in their article entitled, “Study on Customer

Satisfaction towards Cellular Service with Special Reference to Airtel at Mannargudi Town” have
found that telecommunications companies also talk of their customers being their most important
assets like companies in other business domains. Airtel cellular service in Mannargudi Town the
subscription by the people is satisfactory and is steadily increasing. The company has wider scope
in the market of cellular service by extending its value added services, according to preference of
their spondents.

P.Chandiran17 (2005) in his article entitled, “Product Life Cycle and Promotion Strategies in
Cellular Telecom Industry” brings to light the various promotion strategies followed by the cell
phone services during the growth stage. Brand building, emotional bondage and mass media are the
effective advertising strategies adopted as promotional tools. As sales promotion strategies, the
schemes, tariff plans, event sponsoring, special package for the corporate world, and co-promotion
should be given importance during the growth stage of the cell phone services. In the personal
selling process, the suitable strategies to be followed are focused personal selling and corporate
accounts strategy.

Munnukka and Juha23 (2005) in their article titled, “Dynamics of Price Sensitivity among Mobile
Service Customers” have stated that customer satisfaction is a multi-dimensional nature and viewed
overall satisfaction as a function of satisfaction with multiple experiences with the service provider.
He has discovered that price sensitivity is one of the key factors affecting company’s ‟choices of
prices. Yetin mobile services sector business, practitioners are facing problems in deciding prices as
they are short of knowledge on their customers' price sensitivity levels and dynamics. Mobile
service customers differ significantly in their price sensitivity levels and customers with moderate
usage of mobile services are least price sensitive.

Seth et al (2008) analyzed that there is relative importance of service quality attributes and showed
that responsiveness is the most importance dimension followed by reliability, customer perceived
network quality, assurance, convenience, empathy and tangibles. Customer satisfaction is a personal
feeling of either pleasure or disappointment resulting from the evaluation of services provided by an
organization to an individual in relation to expectations. Service providers frequently place a higher
priority on customer satisfaction, because it has been seen as a prerequisite to customer retention.

CUSTOMER STATISFACTION IN 7 STEPS

It’s a well-known fact that no business can exist without customers because it’s critical that you
form a close working relationship with your client, customer service is of vital importance what
follows are of tips that will make your clients feel valued, wanted and loved.

1. Encourage face to face dealings

2. Respond to messages promptly and keep your client informed

3. Be friendly and approachable

4. Have a clearly defined customer service policy

5. Attention to detail

6. Anticipate your client’s need and go out of your way to help them out

7. Honor your promises

RESEARCH METHODOLOGY

 INTRODUCTION
This chapter aims to understand the research methodology establishing a framework of evaluation
and revaluation of primary and secondary research. The techniques and concepts used during
primary research in order to arrive at findings, which are also dealt with and lead to a logical
deduction towards the analysis and results.

 RESEARCH DESIGN
The research design applied here was exploratory research.
Exploratory Research is one in which we don’t know about the problem, we have to find about the
problem and then work on solving the problem. Whereas in case of descriptive research, we know
the problem, we just have to find the solution to the problem. Generally descriptive research design
is applied after exploratory research design.

Here after doing the secondary research, we found the general perception about the retail
bakingbuttheninsecondphasewetriedtofigureoutwherethedifferenceliesandonwhat basis the banks
differ from each other. The reason for choosing this design is to get responses from the customers
so that their buying behavior about the products of the company and their loyalty could be
predicted.

 RESEARCH TOOL
The purpose is to first conduct an intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which certain
issues shall be selected, which remain unanswered, this shall be further taken up in the next stage of
secondary research. This stage shall help to restrict and select only the important question and
issues, which inhabit growth and segmentation in the industry.

 DATACOLLECTION
Both primary and secondary data have been collected very vigorously. Secondary data: it is
collected by the study of various reports. The reports studied under secondary data. Primary data
was taken with Google Forms.

RESEARCH REPORTS
The report is the result of a survey which was undertaken from the Airtel users in the city. The
objectives of the project have been fulfilled by getting response from the customer associated to
 these segments through Google form. The responses available through Google forms are used to
evaluate the customer satisfaction for the products of Airtel and the willingness of the customer to
purchase its products in future. The project also covers an analysis of the switch over of customers
to competitor’s products in the market.

RESEARCH PROBLEM
The problem formulation is the first step to a successful research process. Project undertakes the
problem of analyzing the customer satisfaction of Airtel.

RESEARCH OBJECTIVE

Based on the problem the objective of the research is divided into two which are as follows:

PRIMARY OBJECTIVE:
● To analyze customer behavior towards the company’s product range.
SECONDARY OBJECTIVE:
● Analyze consumer satisfaction for different Airtel products.

● Analyze the consumer behavior of Airtel.

DATA SOURCE
The data has been taken from two sources
● Primary data source
The primary data source has been collected through Google forms by personally sharing
these forms to each respondent on a number of queries structured in a Google form.

● Secondary data source

Secondary data was collected from the following sources
Prior research reports
Newspaper
Internet
Books.
 SAMPLE
SIZE

After due consultation with the company supervisor as well as with the college guide, also
keeping in mind the requirements of the company for the research, the sample size that was
found to be appropriate for the study was 61.

STATISTICAL TOOL

Simple percentage analysis is the main statistical tool used for the study. Simple percentage
analysis:
Percentage refers to a special king of ratio in making comparison between two or more data and
to describe relationships. Percentage can also be used to compare the relation terms between
two or more sources of data.

Percentage of respondents = Number of respondents / Total respondents

LIMITATIONS OF THE STUDY

Though, best efforts have been made to make the study fair, transparent and error free. But there
might be some inevitable and inherent limitations. Though outright measures are undertaken to
make the report most accurate.

The limitations of the survey are narrated below:

● Geographical scope of the study was limited to a small area, which may not represent the whole
sector of India size of the sample is 61, which is, of course in comparison to entire Population.

 Due to limitation of time only few people were selected for the study.
 Since this survey was done during the Covid 19 period the direct interaction with the people was
not possible.
 There may be some biased response from the respondents.
 CHAPTER-2
PROFILE OF THE ORGANISATION
 AIRTEL BHARTI

Bharti Airtel Limited, also known as Airtel, is an Indian multinational telecommunications services company
based in New Delhi, Delhi NCT. It operates in 18 countries across South Asia and Africa, and also in
the Channel Islands. Airtel provides GSM, 3G, 4G LTE, 4G+ mobile services, fixed line broadband and voice
services depending upon the country of operation. Airtel had also rolled out its VOLTE technology across all
Indian telecom circles. It is the second largest mobile network operator in India and the second largest mobile
network operator in the world with over 439.84 million subscribers .Airtel was named India's 2nd most valuable
brand in the first ever Brands ranking by Millward Brown and WPP plc.

Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services
provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront
of technology and has steered the course of the telecom sector in the country with its world class products and
services. The businesses at Bharti Airtel have been structured into three individual strategic business units
(SBU’s)

1. Mobile Services
2. Airtel Telemedia Services
3. Enterprise Services.
HISTORY OF AIRTEL

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 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 re-branded 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 the first
operator in India to do so. The Airtel theme song, composed by A.R. Rahman, was the most popular tune in that
year.

In May 2008, it emerged that Airtel was exploring the possibility of buying the MTN Group, a South Africa-
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 emphasize 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.

Logo used by Airtel from 1994 to 2002

Logo used by Airtel until November 2010

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 consumer’s 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$98 million), but the deal was called off later.

On 18 November 2010, Airtel rebranded itself in India in the first phase of a global rebranding strategy. The
company unveiled a new logo with 'airtel' written in lower case. Designed by London-based brand agency, The
Brand Union, the new logo is the letter 'a' in lowercase, with 'airtel' written in lowercase under the logo. On 23
November 2010, Airtel's Africa operations were rebranded to 'airtel'. Sri Lanka followed on 28 November 2010
and on 20 December 2010, Warid Telecom rebranded to 'airtel' in Bangladesh.

MERGERS OF AIRTEL
● MTN Group merger

In May 2008, it emerged that Airtel was exploring the possibility of buying the MTN Group, a South Africa-
based telecommunications company with operations 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 emphasized the tentative
nature of the talks. The Economist magazine noted, "If anything, Bharti would be marrying up", as MTN had
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 .
 ● Warid Bangladesh and Robi

On 16 November 2016, Airtel Bangladesh was merged into Robi as a product brand of Robi, where Robi Axiata
Limited is the licensee of Airtel brand in Bangladesh. Robi is a joint venture between Axiata Group holding
68.7%, Bharti Airtel holding 25%, and NTT DoCoMo Inc. holding 6.3%.

● Telecom Seychelles
On 11 August 2010, Bharti Airtel announced that it would acquire 100% stake in Telecom Seychelles for
US$62 million taking its global presence to 19 countries. Telecom Seychelles began operations in 1998 and
operates 3G, Fixed Line, and ship to shore services satellite telephony, among value added services like VSAT
and Gateways for International Traffic across the Seychelles under the Airtel brand. The company has over 57%
share of the mobile market of Seychelles. Airtel announced plans to invest US$10 million in its fixed and
mobile telecoms network in the Seychelles over three years, whilst also participating in the Seychelles East
Africa submarine cable (SEAS) project. The US$34 million SEAS project is aimed at improving the Seychelles'
global connectivity by building a 2,000 km undersea high-speed link to Dares Salaam in Tanzania.
 ● Wireless Business Services Private Limited

On 24 May 2012, Airtel announced an agreement to acquire a 49% stake in Wireless Business Services Private
Limited (WBSPL) at an investment of ₹9.07 billion (US$130 million). WBSPL was a joint venture founded by
Qualcomm, and held BWA spectrum in the telecom circles of Delhi, Haryana, Kerala and Mumbai Qualcomm
had spent US$1 billion to acquire BWA spectrum in those 4 circles. The deal gave Airtel a 4G presence in 18
circles. On 4 July 2013, Airtel announced that it had acquired an additional 2% equity share capital (making its
stake 51%) in all the four BWA entities of Qualcomm, thereby making them its subsidiaries. On 18 October
2013, Airtel announced that it had acquired 100 percent equity shares of WBSPL for an undisclosed
sum, making it a wholly owned subsidiary.

● Augere Wireless

Airtel purchased Augere Wireless Broadband India Private Limited, a company that owned 4G spectrum in the
Chhattisgarh-Madhya Pradesh circle for an undisclosed sum in December 2015. The Economic Times estimated
Augere's spectrum to be worth ₹1.5 billion (US$21 million). On 16 February 2017, Airtel announced that the
merger of Augere Wireless into Bharti Airtel Limited had been completed.

● Tikona 4G spectrum
On 23 March 2017, Economic Times reported that Airtel announced that it had acquired. Tikona Digital
Networks Pvt. Ltd to purchase the latter's 4G spectrum for approximately ₹1,600 crore. The deal also includes
Tikona's 350 cellular sites in 5 circles. Tikona had purchased 20 MHz of 4G spectrum in the 2,300 MHz band in
the 2010 auctions in Gujarat, Himachal Pradesh, Uttar Pradesh (East), Uttar Pradesh (West) and Rajasthan
for ₹1,058 crore. Prior to the deal, Airtel did not hold any spectrum in the 2300  MHz band in UP (East), UP
(West) and Rajasthan, and held 10 MHz each in Gujarat and Himachal Pradesh.

● Tata Teleservices & Tata DoCoMo

In October 2017, Bharti Airtel announced that it would acquire the consumer mobile businesses of Tata
Teleservices Ltd (TTSL), Tata DoCoMo and Tata Teleservices Maharashtra Ltd (TTML) in a debt-free
cash-free deal. The deal will essentially be free for Airtel which will only incur TTSL's unpaid spectrum
payment liability. TTSL will continue to operate its enterprise, fixed line and broadband businesses and its
stake in tower company Viom Networks. The deal received approval from the Competition Commission of
India (CCI) in mid-November 2017. On 29 August 2018, Bharti Airtel got its shareholders approval for the
merger proposal with Tata Teleservices. On 17 January 2019 NCLT Delhi gave final approval merger
between Tata DoCoMo and Airtel.

Airtel's proposed acquisition of consumer mobile business of Tata Teleservices and Tata DoCoMo has got
DoT's nod for further approval according to CCI. The Department of Telecom (DoT) has given approval for
the merger of Tata Teleservices (TTSL) with Bharti Airtel, subject to the condition that the Bharti Airtel firm
furnishes Rs 7,200 crore worth bank guarantee. In November 2017, Tata Teleservices mobile customers had
started transitioning to the Airtel's network.

On July 1, 2019, the consumer mobile business of Tata Teleservices has become part of telecom operator
Bharti Airtel.
 ● NETWORK OF AIRTEL
INTERNATIONAL PRESENCE

Airtel is the one of the largest mobile operators in the world in terms of subscriber base and
has a commercial presence in 18 countries and the Channel Islands.

Its area of operations includes:

● The Indian Subcontinent
o Airtel India, in India
o Airtel Sri Lanka, in Sri Lanka
o Robi, in Bangladesh
● Airtel Africa, which operates in 15 African countries:
o Chad, Democratic Republic of the Congo, Gabon, Ghana, Kenya, Madagascar, Malawi,
Niger, Nigeria, Rwanda, Seychelles, Tanzania, Uganda and Zambia.
● The British Crown Dependency islands of Jersey and Guernsey, under the brand
name Airtel-Vodafone, through an agreement with Vodafone.

● Airtel operates in the following countries:

Operator
Country Remarks
name

Airtel Bangladesh was merged into Robi Axiata

 Bangladesh RobI
Limited in which Bharti Airtel holds a 25% stake.

Airtel Chad is the No. 1 operator with 69%

 Chad Airtel Chad
market share.

 Democratic Airtel is the market leader with almost 5 million

customers
Republic of the Airtel DRC
Congo At the end of 2010.
 Airtel Gabon has 829,000 customers and its
market share
 Gabon Airtel Gabon

stood at 61%

Airtel Ghana merged with Tigo to form airteltigo

 Ghana airteltigo
in 2017.

Airtel is the second largest operator with almost

 India Airtel India
280.3 million customers as of November 2018.

Airtel Kenya is the second largest operator and

 Kenya Airtel Kenya
has 8.6 million subscribers.

Airtel Airtel is the market leader in Madagascar with

 Madagascar
Madagascar 39% market share and 2.5 million customers.

Airtel Malawi is the market leader with a market

 Malawi Airtel Malawi
share of 72%.

Airtel Niger is the market leader with a 68%

 Niger Airtel Niger
market share.

Airtel Nigeria is the third largest operator in

 Nigeria Airtel Nigeria Nigeria with a 26.92% market share and 50.2
million customers.
  Republic of the Airtel Congo is the market leader with a 55%
Airtel Congo B
Congo market share.

Airtel launched services in Rwanda on 30 March

 Rwanda AirtelRwanda
2012.

Airtel is the leading comprehensive

 Seychelles Airtel Seychelles telecommunications services providers with over
55% market share of mobile market in Seychelles.

Airtel Sri Lanka commenced operations on 12

January
 Sri Lanka Airtel Sri Lanka
2009. It had about 1.8 million mobile customers
at the end of 2010.

Airtel Tanzania is the market leader with a 38%

 Tanzania Airtel Tanzania
market share.

Airtel Uganda stands as the No. 2 operator with a

 Uganda Airtel Uganda
market share of 38%.

Airtel Zambia is the market leader with 69%

 Zambia Airtel Zambia
market share.

Channel Islands : Airtel-Vodafone Airtel operates in the Channel Islands under the
brand
   Jersey
name Airtel–Vodafone through an agreement with
 Guernsey
Vodafone.
PARTNERSHIPS

1. Airtel-Vodafone

On 1 May 2007, Jersey Airtel and Guernsey Airtel, both wholly owned subsidiaries of the Bharti Group,
announced they would launch mobile services in the British Crown Dependency islands
of Jersey and Guernsey under the brand name Airtel-Vodafone after signing an agreement with Vodafone.
Airtel-Vodafone operates a 3G network in Jersey and Guernsey.

2. Airtel-Ericsson

In July 2011, Bharti signed a five-year agreement with Ericsson, who will manage and optimize Airtel's
mobile networks in Africa. Ericsson will modernize and upgrade Airtel's mobile networks in Africa with the
latest technology including its multi standard RBS 6000 base station. As part of the modernization, Ericsson
will also provide technology consulting, network planning & design and network deployment. Ericsson has
been the managed services and network technology partner in the Asian operations.
PRODUCTS AND SERVICES OFFERED

Airtel India is the second largest provider of mobile telephony after Jio 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.

1) Telemedia

Under the Telemedia segment, Airtel provides broadband internet access through DSL, internet leased lines and
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 Touché brand. Bharti
now provides all telecom services including fixed line services under the common brand airtel. As of June 2019,
Airtel provides Telemedia services; in 99 cities. As on 30 June 2019, Airtel had 2.342 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 64KByte/second
beyond FUP which is equal to other competitor’s tariffs. The maximum speed available for home users under
the new V-Fiber program is up to 300Mbit/s and with DSL is 16Mbit/s.

In May 2012, Airtel Broadband and some other Indian ISPs temporarily blocked file sharing websites such
as vimeo.com, megavideo.com, and thepiratebay.se, without giving any legal information to customers.

2) Digital television
The Digital television business provides Direct-to-Home (DTH) TV services across India under the brand
name Airtel digital TV. It started services on 9 October 2008 and had about 16.027 million customers at the end
of June 2019.

3) Mobile data service

Services under mobile data include BlackBerry services; a web-enabled mobile email solution working on 'push
technology'; a USB modem that helps in getting instant access to Internet and corporate applications; Airtel
Data Card, which enables accessing the internet anytime; Easy Mail, a platform that provides access to
personal/corporate e-mails independent of handset operating system; and application services that shorten the
queues at the billing section, off-load the pressure on the billing staff and bring convenience to the user.

4) Airtel Business and services

Airtel Business consists largely of six products: cloud and managed services, digital signage, NLD/ILD
connectivity (VSAT/ MPLS/ IPLC and Ethernet products), Wi-Fi dongles, voice solutions(like toll free
numbers, TracMate, and automated media reading) and conferencing solutions (VoIP, audio, video, and web
conferencing) serving Industry verticals like BFSI, IT/ITeS, manufacturing, hospitality and government.

Airtel Business, the B2B arm of Bharti Airtel, has rolled out a first of its kind dedicated digital platform to serve
the growing connectivity, communication and collaboration requirements of emerging businesses, including
SMEs and start-ups. The digital platform will offer solutions to emerging enterprises to enable ease of business
and faster time to market.
 5) Android-based tablet

Beetel Teletech Ltd., a unit of Bharti Enterprises Ltd., on 18 August 2011, launched a ₹9,999 (US$140) 7-inch
tablet in India based on Google Inc.'s Android operating system. The offering is intended to capitalize on the
expected demand for cheap computing devices in the world's fastest-growing and second-largest mobile phone
market.

6) Airtel apps
Airtel is a unit of network which has many applications that are names below:

● Airtel TV

● Airtel wynk music

● Airtel Xstreme fibre

● Airtel gaming apps

PRODUCT RANGE

FREE VOICEPROMISE

 Free local calls

 Free STD calls

 Free roaming calls (incoming +outgoing)

 To any network

 Anywhere in India

MISSION, VISION AND CORE VALUES OF AIRTEL

At Airtel, we always put you at the heart of what we do. We strive to enhance your experience with us and
build a lasting relationship with you by delivering better results every time. And this reflects in our
mission too.
⮚ MISSION

●The original mission statement for Airtel is to be, "A spirit charged with energy, creativity and a team
driven "to seize the day" with an ambition to become the most admired telecom service provider
globally".
●Hunger to win customer for life

⮚ VISION
To be globally admired for telecom services that delight customers
 Bench marked by more business

First private telecommunication company to launch long distance services.

Will meet the mobile communication needs of our customers through error -free service delivery

Innovative products and services

Cost efficiency

Unified messaging solutions

⮚ CORE VALUES

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

● Alive

Airtel is alive to the needs of our customers. They act with passion, energy and a can-do attitude
to help our customers realize 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 – they champion diversity, recognizing the breadth and depth of the
communities we serve. They work with them, anticipating, adapting and delivering solutions
that enrich their lives. They do this by having an open mind and embracing change.

● Respectful

They live the same lives as our customers, sharing the same joys and the same pains. Airtel
never forget that they are why they exist. They act with due humility, always open and honest,
to achieve mutual respect.
Some more fundamentals values that each company should obey are as follow:
 Quality
 Empowering people
  Innovation

 Ambition

 Honesty

 Integrity

ORGANISATIONAL STRUCTURE
 CHAPTER-3
DATA ANALYSIS AND INTERPRETATION
 DATA ANALYSIS AND INTERPRETATION

The Google forms were circulated within 61 people living in Delhi NCR

DATA ANALYSIS

Q1- Do you like the idea of purchasing services of Airtel?

YES 57

NO 04

INTERPRETATION
93.4% respondents said that they have the idea of purchasing services of Airtel. Rest 6.6%
respondents do not have the idea of purchasing Airtel.
Q2- Have you ever purchased the services of Airtel?

YES 56
NO 5

INTERPRETATION
91.8% respondents said that they have purchased services of Airtel; Rest 8.2% said they never
purchased the services of Airtel.
Q3- What helps you to decide which services of Airtel to purchase?

TV ADVERTISEMENT 40
PERSONAL RECOMMENDATION 38
SPECIAL OFFER 39
RADIO ADVERTISING 9
NEWSPAPER 13
WORD OF MOUTH 16

INTERPRETATION

65.6% respondents said that they decide to purchase the services of Airtel by TV advertisement,
62.3% personal recommendations, 63.9% special offer, 14.8% radio advertising, 21.3% newspaper
and 26.2% word of mouth.
Q4- How frequently you made a purchase of Airtel services?

WEEKLY 01

MONTHLY 36

QUARTERLY 15

NONE 09

INTERPRETATION
1% respondents said that they have purchased Airtel services weekly, 59% monthly, 24.6% quarterly
and 14.8% said that they do not purchased Airtel services.
Q5- For which one of the following purpose you visit in your product?

PURCHASING BRAND GOODS 40

PURCHASING LOCAL GOODS 08

ONLY GATHERING 03
INFORMATION
OTHERS 10

INTERPRETATION

65.6% respondents said that they visit for purchasing brands, 13.1% visits for purchasing local goods,
1% visits for gathering information and rest 16.4% visits for other purposes.
Q6- What according to you are attractive features offered by Airtel?

QUALITY 10

ECONOMY 05

PERFORMANCE 46

INTERPRETATION

16.4% said that quality is the attractive feature that makes them purchase Airtel services, 8.2%
respondents said that because of economy makes them purchase Airtel services and rest 75.4% said
performance makes them purchase these services.
Q7- Are you satisfy with Airtel services?

YES 53

NO 08

INTERPRETATION

86.9% respondents said that they are satisfied with Airtel services and rest13.1% is not satisfied with
Airtel services.
Q8- Do, according to you, Airtel have changes the way the consumer behavior towards telecom services?

YES 53

NO 08

INTERPRETATION

86.9% respondents said yes Airtel has changed the way the consumer behavior towards telecom
services and rest 13.1% said no.
Q9- Do you suggest Airtel services to others?

YES 51

NO 10

INTERPRETATION

83.6% respondents said that they will suggest Airtel services to others and rest 16.4%
respondents said no.
Q10- How will you rate your present Airtel performance?

POOR 04
SATISFACTORY 04
FAIR 02
GOOD 09
VERY GOOD 09

EXCELLENT 33

INTERPRETATION

6.6% respondents said poor, 6.6% said satisfactory, 3.1% said fair, 14.8% said well and 14.8% said
very good and rest 54.1% finds it excellent.
 CHAPTER-4
CONCLUSION AND RECCOMENDATION
 4.1 FINDINGS

● 93.4% respondents said that they have the idea of purchasing Airtel.Rest 6.6%
respondents do not have the idea of purchasing Airtel.
● 91.8% respondents said that they have purchased services of Airtel. Rest 8.2% said they
never purchased the services of Airtel.
● 65.6% respondents said that they decide to purchase the services of Airtel by TV
advertisement, 62.3% personal recommendations, 63.9% special offer, 14.8% radio
advertising, 21.3% newspaper and 26.2% word of mouth.
● 1% respondents said that they have purchased Airtel services weekly, 59% monthly,
24.6% quarterly and 14.8% said that they do not purchased Airtel services.
● 65.6%respondents said that they visit for purchasing brands, 13.1% visits for purchasing
local goods, 1% visits for gathering information and rest 16.4% visits for other purposes.
● 16.4% said that quality is the attractive feature that makes them purchase Airtel services,
8.2% respondents said that because of economy makes them purchase Airtel services and
rest 75.4% said performance makes them purchase these services.
● 86.9%respondentssaidthattheyaresatisfiedwithAirtel services andrest13.1% are not
satisfied with Airtel services.
● 86.9% respondents said yes Airtel has changed the way the consumer behavior towards
telecom services and rest 13.1% said no.
● 83.6%respondentssaidthattheywillsuggestAirtel services to other sand rest 16.4%
respondents said no.
● 6.6% respondents said poor, 6.6% said satisfactory, 3.1% said fair, 14.8% said *good and
14.8% said very good and rest 54.1% finds it excellent.
4.2 CONCLUSION

The report comes to the following conclusion:

The customers of Airtel are brand loyal with only a small percent want to shift over to the other
brands. Trying of other brands by customers is mainly because the customer wants to try
something new.

The performance of Airtel is so fair in comparison to other product brands. Performance is the
basic feature influencing to build brand image.
The competition of Airtel is majorly Jio.
Due to high brand loyalty the customers of Airtel recommend its product to others. The
customers are satisfied with the product range of Airtel
A large number of customers gave excellence in terms of performance.

4.3 RECOMMENDATIONS

The recommendations are:

1. The brand loyalty for more Airtel can be increased if the quality and appearance of the products
are given due attention because Vodafone has captured a major share of telecom market.

2. The switch over of the customers can be prevented if more of new services+ with slight
variations from the previous.

3. Quality is good but if still needs improvements.

 BIBLIOGRAPHY

BOOKS AUTHOR

SALES AND MARKET RESEARCH D.D. SHARMA

RESEARCHMEHODOLOGY AND TECHNIQUE C.R. KOTHARI

WEBSITES:
www.bhartiairtel.com

www.Google.com

https://www.airtel.in/about-bharti/equity

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

https://www.bharti.com/

www.airtelworld.com
ANNEXURES
 CERTIFICATE
TO WHOM IT MAY CONCERN

This is to certify that Mr. AMAN SINGH NEGI of New Delhi Institute of Management, Delhi has successfully
completed 02 (TWO) Months Internship as a Business Development Executive in Retail – Sales Department from
dated: 5th July 2021 to 5th Sep 2021 during the internship we found his conduct & dedication towards the work
was good. We wish him all the success in his future endeavors.

We wish him every success in life.

From, Airtel (India) Ltd.

To: Aman Singh Negi Shweta Rajput (Head HR)