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Summary
Airtelcomesto youfromBharticellularLimited-a partof the biggestprivate integratedtelecomconglomerate,BhartiEnterprises.Bhartiprovidesa range of telecom services, whichincludescellular,basic,internetandrecently introduced National Long Distance.Bhartialsomanufacturesand exportstelephoneterminals andcordlessphones. Apartfrombeingthe largestmanufacturerof telephone instrumentsinIndia, itisalso thefirstcompanyto exportitsproductstothe USA. Bhartiistheleadingcellularservicesprovider,with an allIndiafootprintcoveringall23telecomcirclesof thecountry.Ithasover 112millionsatisfiedcustomers. The objective of the project is ³MarketShareof Airtel in Goa along with the finding of consumerproblems´.Main objectiveof the study wastofind the share of Airtelinthe allottedmarketandto knowitspotentialmarket and how the retailers and General stores giving the feedback of Airtel service in Goa.In this, non telecom shopsaretargetedandtheir demandor requirementisunderstood. Their interestisbeingtakenintoconsiderationi.e.whetherthey are interestedor not interestedif givenan optionto themto keepAirtelconnectionfor selling.Also for existingtelecom shops;retailersarebeing questionedabouttheir levelof satisfaction fromthe business, whetherthey keep Airtelconnection,overallperformanceof each telecom servicesprovidersand theirfeedbackfor Airtel. Themethodwhichwasused tostudy the repliesof thetelecomand non telecom shopsthatmay or maynotbe interestedin havingAirtelconnectionsisthrough questionnaire.The questionnaireswere filledby:- movingto eachand every retailer¶s shops and General storeswhichwasbeingallotted.Marketsallottedare whole panjim which is includes (Donapuala Merces Taligao, Caranzleem bus stand )Existingtelecom shopsandnon telecom shopslikechemist,general stores, STD/ PCO, gifts shopsaremainly focused. Thequestionnaireswere filledthereand thenby theretailersandthen analysisisbeing done and then I came up to my final findings . Thequestionnaire wasbifurcatedinto different segmentsi.e.generalinformationaboutthe retailerscontainingname, address, age,shop address, whetherthey keepAirtelor not, if no thentheirintereston keepingit.Also overallcomparativeperformanceisbeingaskedfromexisting telecom. My experience atAirtel has been a very informative and enlightening one and has provided me with the kind of experience that I feel proud to have attained.

Done by: Abdul Alim Rahimy

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Objective
Theobjectiveof the projectwasto: Tofind the marketshareof Airtelin allottedmarkets.  To find out the Main problem of Airtel as well as in Goa state through the retailers and shops feedback.  To find out the retailers and consumers problems.       To understand which kind of Airtel advertisement has more effect on the mind of the customers. To understand that how many customers got still the benefits schemes that offered by Airtel. To find out the customers satisfaction level from the network service connection. To find out the overall analysis of the retailers feedback about the Airtel which is based on (Brand, Marketstrength, customers care service, product Line) Toknowthe satisfactionlevelfromthe existingtelecom shopkeepers. Tokeep an eyeon the competitorsstrengthsand weaknesses.

Done by: Abdul Alim Rahimy

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Industry profile Airtel
Airtel is a brand of telecommunication services in India operated by Bharti Airtel. Airtel is the largest cellular service provider in India in terms of number of subscribers. BhartiAirtel owns the Airtel brand and provides the following services under the brand nameAirtel: Mobile Services (using GSM Technology), Broadband& Telephone Services (fixed line, Internet Connectivity(DSL) and Leased Line), Long Distance Services and Enterpr ise Services (Telecommunications Consulting for corporate)Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. In April 2006 Bharti Global Limited was awarded a telecommunications license in Jersey in the Channel Islands by the local telecommunications regulator the JCRA. In September 2006 the Office of Utility Regulation in Guernsey awarded GuernseyAirtel with a mobile telecommunications license.Siemens for a 900 million dollar expansion of its mobile and fixed network In August 2007, the company announced it will be launching a customized version of Google search engine that will provide an 'array of services' to its broadband customers. In March 2008, Bharti Airtel had been roll out third generation services in Sri Lanka in association with Singtel . This is because Singapore -based Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is a major player in the 3G space as it has already third generation networks in several markets across Asia. irtel is committed to A bring Seychelles the best in telecommunications. The strength behind Airtel is the Bharti group, a telecom giant - the biggest private integrated telecom conglomerate based in India.Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and exporter of excellent telecom terminals under its ³Beetel´ brand, Bharti has created a significant position for itself in the global telecommunications sector.

Done by: Abdul Alim Rahimy

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Bharti Tele-Ventures is today acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has over 112 millions customers across the length and breadth of India. Bharti's Registered as Telecom Seychelles Limited and operating under the brand name of
Airtel,

the company is licensed to offer comprehensive telecom services including GSM Cellular, PSTN (Fixed Lines), Fax and Data, International Roaming, connectivity to Internet Services, Maritime Telecom Services (INMARSAT) and International Collect and Credit Card calling. Dominating the market with its service and customer commitment - Airtel has always been at the forefront of innovation and change in the Telecom sector in Seychelles. Airtel provides the whole range of telecom services, from GSM mobile servicesAirtel , Prepaid Mobile Cards available at a string of outlets, International Roaming with 157 operators in 65 countries, a host of Value Added Services, Fixed Cellular services and a fast growing Fixed Line network as well. All this, of course, comes to you with the distinct Airtel advantage of excellent Tariffs, the best GSM Coverage on the islands, world class Technology from industry leaders like Ericsson and Scientific Atlanta and 24-hour Customer Care. Vision: To provide global telecom services and delight customers. MISSION Of Airtel: We will meet the mobile communication needs of our customers through: y y y Error- free service delivery Innovative products and services Cost efficiency

Done by: Abdul Alim Rahimy

Ruralpenetrationtooholdsvast potentialtobringaboutgrowth.  Airtel¶s businesshasamplescopeforgainingmarketsharefromtheunorganized sector.  Little efforts over the Advertising of products.  Price Competition from BSNL and MTNL. shareholder return. revenue growth. hence can¶t compete in low price segment.  It has high return of equity.  Flexible pricing model enables Bharti Airtel to avoid major increases in capital expenditures  The company's financial performance can receivea major boostfromitscostreductionefforts.  Very focused on telecomAirtel is largely focused on the telecom.326).  Strong Brand Name  Airtel as the largest cell phone player in India with a footprint that covers all telecom circles in the country. Done by: Abdul Alim Rahimy . and total revenue. standardized integration framework.superiorqualityproductsandan enviabledistributionnetwork. Airtel is tough competition from the operators like BSNL and MTNL as these two operators are offering services at a low rate. around 93% of the total revenue comes from telecom (Total telecom revenue Rs 3. Weakness: Due to different target markets and number of different kind of services Airtel has to face high expenditures and manufacturing cost.  Ithasastrongbrandname. Opportunities:  Optimization of business processes and infrastructure through flexible.5 SWOT ANALYsis Strength: Huge product line which cover every segment of market.  Outsourcing of technology enables Bharti Airtel to focus resources on growing the business. Distribution channel is not accurately categorized. Premium priced products.

y y y Total cost control Pre Activated STD/ISD Strong Network Coverage Done by: Abdul Alim Rahimy . As a capital expenditure. aircel) are developing and providing new services.6 Threats:  Bharti Airtel¶s threat was the need to make the major investments in IT infrastructure required to service its rapidly growing base of subscribers. idea cellular.  Competition is intensifying in the Indian telecom services market. So Bharti Airtel needed to find a way to focus on developing new services that could set it apart from the competition and strengthen its customer relationsh . ips Marketing mixservices Of Airtel! y Prepaid mobile phone! Enter the world of limitless possibilities with Airtel Prepaid. spice telecom. Features´Here are some of the many advantages that New Airtel Prepaid brings you. these investments are typically offset by the future service revenues that they enable. Tata tell services. Others telecommunication companies (Tata communications. an expression to every emotion . The service that helps you gives words to every feeling.

In more than just words Reach Us Anytime Anywhere Done by: Abdul Alim Rahimy . Anywhere.7 Postpaid Mobile Phone! Life becomes much simpler with your Airtel Postpaid. Features Check out the exciting features you can enjoy with an Airtel Postpaid Connection: y y y y y y y y y Easy Billing Easy Payment Options. Credit Limit Strong Network Coverage Long Distance Calling Facility Widest Roaming (National and International) GPRS ± Roaming Say it. It gives you the unlimited freedom to Reach out to people in your special way. Anytime.

a feature rich Wireless Fixed Line that remains unaffected by rain or similar other problems and gives a complete peace of mind! Great advantages at your fingertips: Features y EasytoUse Airtel Mega is extremely convenient and easy to install and does not require any wiring or change in the aesthetics in home or office. What's more. call conference.8 Fixed Line phone services! Airtel an excellent service and innovative technology with Fixed Line Calling is made more fun & convenient with services and entertainment on Airtel. CLI. call wait. Use can use his set anywhere within city. y InstantConnection It ensures that your immediate accessibility needs are met. Fixed Wireless Phone! Avail the convenience of a mobile phone on a fixed line without any cable disturbing the ambience living room. y Great Add-on Services with features of a mobile phone Airtel Mega offers a host of value added services like Hello Tunes. at no extra cost. call divert. SMS and more! Done by: Abdul Alim Rahimy . GPRS. with an instant connection. Voice Mail. Presenting Airtel Mega. you can carry the set along with you when you move from one room to another or when you shift your home/office.

It is powered by DSL technology. secure Internet access as soon as you switch on your computer.9 Broadband internet&internet Now experience the internet in a new way with Airtel Broadband. Easy billing on line pay bill system or by using credit cards Long distance calling Widest roaming facility Voice To keep in mind business requirement Airtel has developed telephone services in to two different forms.Speed on Demand User can increase the speed of the internet by paying more . Mobile y y y y Airtel has introduced mobile services target to the business related persons. which gives you blazing-fast. 1 Airtel landline 2 fixed wireless phone Done by: Abdul Alim Rahimy . optional services of broadband& internet. Features are added to meet the business needs. paying bills to making new friends and not to mention endless fun & learning for children. We give you the power of limitless discovery on Internet ± from shopping to banking.

names and locations in an Airtel Server and provides space to its clients to upload their directories onto its servers. 1 2 3 4 5 6 Domestic data Domestic voice International data International voice Network& satellite services Remote management E business services Airtel offers an internationally benchmarked. video and voice applications on demand. co location Satellite services Airtel providers of broadband IP satellite services and DAMA/PAMA se rvices to support audio.10 Office solution For manage business more efficiently and more effectively Airtel offer some services. 1 Call canters facilitate to receive 4-5 simultaneous calls that come to company from their clients and customers. global positioning box vehicle tracking enabled simcard. value -added services over a converged infrastructure. 2 Information broad cast company can receive information from multiple employees/customers through sms at predefined date and predefined time.Vpn services enable organizations to run broadband applications that deliver a wide range of advanced. 1. 4 Vehicle tracking system enables a company to monitor the location of their stock in transit by installing Airtel mobile. managed hosting 2. carrier class hosting. 3 Corporate SMS Directory service enables a user or a set of users to upload their mobile numbers.Vsat connectivity Airtel VSAT gives you reliable network Done by: Abdul Alim Rahimy . storage and business continuity services through its E-business services. Career services For big and multinational and international company¶s Airtel offer different high quality and high featured services.

11 connectivity to run mission-critical applications like Internet access. internet services 5. Features 1. Ethernet services over SDH PLACE AIRTEL offers its mobile GSM services In 23 circles and broadband& internet services in 94 cities. 2. Enterprise services. INNOVATION The businesses at Airtel have been structured into three individual strategic business units (SBU¶s) on the basis of nature features technology of these services. private line services 2.268. 2008.984. managed IPLC 4. Telemedia services 3. 1. consisting of 61.283.326 Telemedia subscribers. Done by: Abdul Alim Rahimy . International services Airtel offers communication solutions according to business needs. MARKET SHARE Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 64.047 customers as on March 31. distance education networks . irtel has 50% market share A in telecommunication market.721 GSM mobile and 2. international MPLC 3. to stay connected worldwide through International Services including. data center services 6. Mobile services. broadcast and multicast networks for stock market applications.

Organization Structure As an outcome of a restructuring exercise conducted within the company. Done by: Abdul Alim Rahimy . responsibilities and reporting relationships of Bharti¶s key team players. a new integrated organizational structure has emerged. With effect from March 01. with realigned roles. this unified management structure of 'One Airtel' will enable continued improvement in the delivery of the Group¶s strategic vision. 2006.12 Airtel .

13 Recognitions and awards y Awarded with 2006 Frost & Sullivan Asia Pacific ICT awards for wireless service provider of the year and competitive service provider of the year y y Awarded with Telecom Asia Award 2006 for best Indian carrier Adjudged as best managed company in India ±large cap by Asia money Dec 2005 edition awarded with India¶s most customer responsive company award 2005by Avaya Global Connect Ltd. y Adjudged as Indian mobile operator of the year 2005by Asian Mobile News Adjudged as best GSM carrier in Asia and best Indian carrier by Telecom Asia Features at 19th amongst the top 100 global technology companies y Adjudged as best CEO telecommunications Asia &best CEO. India by Institutional Investor for 2005 Selected as best Asian telecom CEO by Telecom Asia y y Adjudged as business leader of the year 2005 by Economic Times Bharti Airtel Ranked 3rd on Shareholder Returns in Business Week IT 100 List y Sunil Bharti Mittal conferred Degree of Doctor of Science by G. 2007. Done by: Abdul Alim Rahimy . y Bharti draws top honors at the NDTV Profit Business Leadership Awards 2007. B. Pant University y Bharti Airtel has won the CNBC-TV18 India Business Leader Award for the Outstanding Company of the year.

bhartiAirtel.14 PROMOTION AIRTEL use different ways to promote and sale of their services like y y y y y y Television Internet Newspaper Sign boards Franchise offices Direct contact Television For mobile and telemedia services Airtel lies on attractive television commercials using personality symbol like shahrukh khan because these services are household types and people activated through TV commercials. But ads for enterprise services AIRTEL chose those newspapers that are read in business firms and offices.com Newspaper Airtel deliver ads on newspaper about its mobile and telemmedia services in that newspaper that are commonly read in homes shops public places. Internet Airtel also use internet using its well attractive website covering all features of its services and deliver Email to potential customers. www. Done by: Abdul Alim Rahimy .

Direct contact Airtel has its own salesman who go to business firms and contact directly to them who convince them about their enterprise services that is useful and according the need of their business . Value Addition to products and services. In touch with current market trends. Cost optimization. Attributes: y y y y y y y y y y Maximizing Customers¶ product and service experiences.15 Franchise Airtel promote and sale its mobile and telemedia services through it well attractive franchise offices that are located convenient public places. Differentiating itself from other players. Promotional offers. Done by: Abdul Alim Rahimy . Brand Consistency. Targeting the infrequent users. Understanding of customers¶ likes and dislikes Proper positioning of brand in the market.

Airtel dared to launch ³AirtelFriends´ pack years ago in Maharashtra &Goa circle when 10 paise/min calling was considered as joke! people who are already on this plan can still use it without facing any problem of validity as there are schemes like the 110 Rs recharge which gives 98 Rs talk time and 1 year validity with no change in the tariff plan.This scheme still exists and is a boon for subscribers who like to exchange info by sending voice sms instead of the orthodox way of sending texts. 11 territory manager and 2 sales manager 1zonal business 1 territory manager for postpaid and 1 admin executive 3postpaid customer service delivery and 3 backend executive for the prepaid. Network quality on highway is better because highway is scarcely densed. in Goa they have one zonal office which is located in Patto Plaza of Panjim Goa In this zonal office have been working 21 employees .Airtel has the overall 22% market share in Goa and it has 24% market share in prepaid and 20%market share in postpaid and they around 125000 customers in prepaid and 8500 customers in postpaid Network Availability: Coverage has always been the main drawback ofAirtel in Maharashtra &Goa circle. Airtel also introduced the 20 Rs voucher which gives 2000 local and national voice sms to any provider in India with a validity of 30 days. Innovative Schemes-: The success of Airtel in Maharashtra &Goa circle completely relies on new schemes and offers which are somewhat better in its own way than other providers.16 Goa Airtel . Company has been struggling with the issue of less cell sites in main cities of Maharashtra &Goa circle network is usually full in outdoor places but the strength decreases drastically as soon as subscriber enters an indoor place. Done by: Abdul Alim Rahimy . Network. basement and parking lots.Company profile head office of Airtel located in new Delhi and it has 23 circle in the whole India and one of its circle is in Maharashtra which it divided in two parts one is Mumbai and another one is Maharashtra further divided in seven others zones including of Goa. Subscriber usually faces calls drops in elevator. Quality Network quality of Airtel in Maharashtra &Goa circle is good.User faces congestion in peak hours and the call quality is way below average with frequent call drops even in the heart of city.

Hello tunes were first launched on Airtel in Maharashtra &Goa circle in 2004. The staff is well mannered but lacks enthusiasm. However they have gradually increased the GPRS rates in a span of 5 years which made them lose few of their loyal GPRS subscribers because of the new entrants like Aircel and Reliance GSM which offers unlimited free internet for as low as 98 Rs per month and 5 paise/10 kb respectively. Call customer during peak hours and they have ready answers like ³our system is down. They can give you the info you require but for that they need to consult their seniors. Some customer care executives can¶t even speak fluent English.. NOPservice. VAS:Airtel has made a significant mark by launching a wide array of value added services«some services are just meant to empty the pocket of subscribers like the astrology section where random predictions are given not based on any calculation and charging hefty amount for it.Please callback after sometime´ or ³we are not able to check your information because of system up gradation so please callback after sometime´.17 Customer Care: Customer care of Airtel is good but certainly not the best. All in all a user gets his problems solved by calling customer care but the experience is not something which can be relished. Done by: Abdul Alim Rahimy .Months later other providers launched their own services of Hello Tunes with different names. Airtel has usually given unmatched value added services in this circle like the mobile office service.

Peripheral problem: I found from my survey and customers feedback that Airtel peripheral problems will be as below. without asking customer. Solution: they should increase the Number of towers or usesome wireless booster to increase the strength of Network. bec use a it s X-ray has bad effect on the mind of the people. they can t build another base station in the city or other places because Government and people they are not giving allow them to build. which it can attract and find more loyal customers to get more market share in the market along with high revenue.so according to my survey that me as a BBA student recognized the main problem of Airtel was (Network drop in some area of Maharashtra and Goa circle).  Network Busy at 7 PM.  Call Drop some times after3 minutes in night.  Packs are activating by its self. so they have only these options to increase the number of towers or use some wireless booster to increase the strength of Network. Done by: Abdul Alim Rahimy .18 Problems statement: Main problem:As we know in every telecommunication service Network coverage is the main important and significant element.

samplingplan. Visitedthe whole panjim area capital of Goa.Alsonontelecomshopsarebeen knowtheirinterestsin keepingAirtel capturedso asto Toolsused for market surveyare:Q u e s t i o n n a i r e s forretailers: Quest i onna i r esweregiventoapproximately51 shopkeepers. The design I chose for my survey was questionnaire.Decisionsweretakenonthedatasources. The methodology which I used was surveying and through conducting surveys I could achieve my findings. I have done a survey in the market tofind the share of Airtelinthe allottedmarketandto knowitspotentialmarket and how is the retailers feedbacks about the Airtel. Done by: Abdul Alim Rahimy . I went through the papers and I came up with my final findings. DataSources: -Primary andsecondary data wasgathered.aplanwasdevelopedtogatherinformation most efficiently. PrimaryData: wasgatheredbycarryingoutamarketsurveyofvarious telecomand nontelecomshopsinthePanjim Mirces talegoa market and - Donapuala caranzleem santokrooz bus stand Current perceptions of existing retailers hasbeen taken to judge their expectations fromAirtelanditsservices.research toolsand contactmethods. I made tow list of questionnaire one for the retailers and one for the General stores PCO/ STD and distributed for them.19 ResearchMethodology Ondefiningtheobjectiveoftheproject. After collecting the question papers. So every question had two or more options.. The questionnaire contained questions with options which I thought was less time consuming.

com www Airtel. Taligoa) ExecutionAftercollectionofrelevantdataandsampleplanningdone. TargetRespondents:Retailers and Shopkeepersof panjim marketvisited. Sampling:Sample size55 shops (telecom and non telecom) in the panjim marketunder the distributorwastaken. mostly in his free times around 7-8 pm the data used in researchisreliableaccordingtoourresearchneeds. bus stand Donapuala . 3. thequestionnaireswerefilledbytheretailers and shopkeepers bypersonallyinterviewing them Done by: Abdul Alim Rahimy . santocrooz . media and print so as to obtain relevant information such as industry background and alsopublicperceptionof Airtel.in Are the main sites which are been used for collection of data in my research.mirces. And some of the information about the company we have gotten by the sales manager through contact by the cell-phone.Airtelworld. Miramer . Internet Airtelhasitsown sitein which alldetailsaregiven www.Datashouldbesuitable andadequate.The areascovered were (panjim market. cranzleem . 4.20 Secondary Data:Information was gathered from the internet.

Done by: Abdul Alim Rahimy . and they reject us that they are not using telecom in their shops. that all shops and business are using telecom and new technologies for their shops and businesses.of respondents 51 4 Percentageof respondents 93% 7% Do you keep TELECOM connections? yes No 7% 93% findings::Majority of shops93%outof 51 keepthetelecomconnectionsavailable intheir shopsandrest of them7%don¶thavethetelecomconnectionsservices availableintheirshops.21 DATAANALYSIS Q1 Do you keep TELECOM connections? Replyofrespondent Yes No No. so I found in the most shops telecom connection and the rest 70% most of them told us that they are not using Airtel as I think they were busy with their business with client or they don¶t have time to interview with us or they thought that we are not students and we are not right people will create problems for them. Analysis: as it is clear to all.

so I found mostly in general stores that they are working four or more than four people and all of them are using telecom connection. may be in most of the shops they are keeping the Airtel connection one or two connection. Done by: Abdul Alim Rahimy . Howmany Mobile connection do you have in your shop? No of connection 1 2 3 >3 No of responded 6 13 20 12 Total no of connection 6 26 60 48 Percentage 4% 19% 42% 35% How many Mobile connection do you have in your shop? 4% 19% 1connection 2connection 3connection >3connection 42% 35% Findings:I found that majority of the shops are using more than 3 connections. Analysis: I surveyed mostly general stores and telecom shops.22 2.

Analysis: Airtel has different types offer for its customers and also have good brand name and huge product line. e Done by: Abdul Alim Rahimy .23 3. and second rank Vodafone also has good network connection. BSNL and Reliance are also medium. so most of the customers are using Airtel. BSNL and Reliance 11%. Idea has also very good customer care and it has the third rank market share in the market. They have the same market share and 16% of market share is belong to the other telecommunications. but they are looking to come up soon because its marketing along with the different types of offers are coming to th market. Which Mobile connection currently are you using? Name of the connections Airtel Vodafone Idea Reliance BSNL others number of responded 40 38 35 20 20 28 Market Share of each connection 22% 21% 19% 11% 11% 16% Which Mobile connection currently are you using? 16% 22% Airtel Vodafone 11% 11% 19% 21% Idea Reliance BSNL others Findings:I foundduring mysurvey that Airtel has 22% market share and Vodafone has the second rank which is 21% and Idea has the third rank 19%. with the different types of offer for its customers so it has the second rank.

of respondents 36 Percentageof respondents 71% 29% 15 Are you using Airtel connection in your shop? 29% yes N 71% Findings:-from my survey I found that out of 51 shops 36 shopsare using Airtel and the rest 15 shops they are not using Airtel. and others 15 shops they didn¶t had any Airtel connection in their shops . Analysis: out of the 51 shops I found Airtel in 36 shops . so in 36 shops I found at least one Airtel connection . Done by: Abdul Alim Rahimy   . but I found one Airtel connection also. Are you using Airtel connection in your shop? Replyofrespondent Yes No No.24 4. the rest people at the same shops they may be had other connection also .

of respondents Percentageof respondents 20% 80% Are you interested in having AIRTEL 20% yes No 80% Conclusion: in response to question ³Are you interested in having Airtel´. If no. then are you interestedin having AIRTEL connectionswithyou now? Reply of respondent Yes No 3 12 No. 20% responded yes. and 80% stated No Analysis: out of 15 shops that they didn¶t had Airtel connection in their shops 20% are interested to keep Airtel because they liked new offers of Airtel and 80% they didn¶t show interest to change their connection because they are familiar with the system of their current connection along with its offers and all.25 5. Done by: Abdul Alim Rahimy .

the thirdSTD/PCO25%.26 6. so in general stores they are using Airtel because it has very good offers and it is cheap for them and they can use very well form its offers and all telecom shops they are using Airtel because it is their business STD and PCO also because of the customer choice they are keeping different types of connection including of the Airtel. Done by: Abdul Alim Rahimy . Analysis: in all telecom shops I found Airtel connection and in general stores alsoI found mostly Airtel in STD and PCO also I found Airtel. Typeof shops which Are using Airtel(outof 51):Type General Store STD/PCO Telecom Others Total Number of shops 20 12 14 5 Number of responded 10 9 14 3 Percentage 28% 25% 39% 8% T 8% e f General stores STD /PCO 28% 39% 25% Telecom others Conclusion:Majorityoftheshopscoveredarethetelecomshopswhich isaround39%. and 8% are other stores. secondtheGeneral stores with28%.

of respondents 11 7 18 Percentageof respondents 30% 20% 50% Type o recharge cards liked by the people 50% Conclusion: Out of the 36 respondents30% liked more talk time and 20% liked to recharge with more validity and 50%liked both. Done by: Abdul Alim Rahimy ¡ 30% more talktime more validity both 20% . Analysis: I found from my survey that most of the customers they liked both (more talk time and more validity) . these offers are available in Airtel but they have to recharge more credit card to get these offers and 30% liked more talk time this offer also availab in Airtel le they can get it easily from Airtel and 20% liked more validity this offer is also available in Airtel. Type of recharge cards liked by the people Reply of respondent More talk time More validity Both No.27 7. so it means Airtel offers every kind of the service to its customers.

Reply of respondent yes No Can¶t say No. People take benefits of schemes offered by AIRTEL. Done by: Abdul Alim Rahimy .of respondents 25 8 3 Percentageof respondents 70% 22% 8% People take benefits of schemes offered by AIRTEL 8% yes No 22% Can't Say 70% Conclusion:out of 36 respondents 70% said that they got the benefits schemes that offered by Airtel and the 13% said that they have not got from the benefits schemes of Airtel and the rest 8% said that don¶t know they got the benefits or no.28 8. Analysis: majority of the customers got the benefits schemes that offered by Airtel and they are happy with the Airtel offers and 22% of the customers they didn¶t got the benefits schemes that offered by Airtel because they are not aware of offers so Airtel should increase its Advertising for the customers and 8% they don¶t know that they got orno.

29 9. Name of the person Sachin Shahrukh Kareena A.Rehman Conclusion: -As we can see in the above chart most of the people around 50%like celebrity in Airtel by Sachin and 36% by Shahrukh and 8% by A.R Rehman and 6% by Kareena.5% 8.Rehman Totalnumber 18 13 2 3 Percentage 50% 36. Analysis: most of the customers they like to Airtel should celebrate by Sachin and and second by shahrukh .R. so Airtel should more focus to celebrate by Sachin and shahrukh. Done by: Abdul Alim Rahimy . Celebrity liked by customer very much in AIRTEL.R.1% 5.4% Celebrity liked by people very much in AIRTEL 7% 8% Sachin Shahrukh 50% kareena 36% A.

5% 4(poor) 9 5 3 4 8 29 7 19.30 10.5% 5(worst) 5 3 2 5 10 25 5 14% percentage Base 36 respondents Done by: Abdul Alim Rahimy . Rating of Airtel services over some parameters. Objective:To know which kind of services customers likes most in Airtel Features Rank Coverage Call Charges Roaming Facility Schemes Customer care Total Average total Rank allotted 1(best) 4 11 17 6 3 41 8 22% 2(good) 7 9 9 15 6 46 9 25% 3(average) 11 6 5 6 9 37 7 19.

31 Airtel services best good 17 average poor worst 11 11 10 9 7 9 6 9 6 3 4 4 3 2 Coverage Call charges Roaming facility Schemes Findings :- y According to research out of 36 respondents the Overall ratings comes to the end that Airtel is ³Good´ for providing its services overall. Done by: Abdul Alim Rahimy ¢ ¢ 9 8 6 3 1 6 ¢ ¢ ¢ Customer care .

40% 13.20% best good Findings : y According to the Average percentage the Highest was 25% which is good.32 Percentage 2 % 22. Done by: Abdul Alim Rahimy £ 19. and 13% said that it is worst and 22% said best .80% average poor worst . and also boost its roami g facilities . Analysis: from feedback of the customers I found that Airtel overall services is good . so Airtel should try to keep all its customers satisfy and focus more on customer care and coverage.40% 19. n call charge and schemes offers.

Table: Answer Pre-paid Post-paid No. It shows very big difference between the two figures for using and not using mobile. Are you using Prepaid or Postpaid? Objective: To know whether the person is using prepaid connection or post paid one. Analysis: most of the people are using prepaid connection because they don¶t want to get debt. And those who using post paid they are mostly whole sel er and general stores and they l are feeling comfortable for the its payment to pay once per month . and they are looking more facilities by the usage of prepaid card than post paid card. of Respondent 27 9 Percentage 75% 25% Are you using Prepaid or Postpaid? 25% post -paid pr paid 75% Findings: .33 11. Done by: Abdul Alim Rahimy ¤ . y y Percentages of Prepaid users are 75% and postpaid users are 25%. and also they don¶t have to rush for recharge.According to research out of 36 respondents 27 are using Prepaid services and rests 9 are using Postpaid.

the rest 2% theyare attracted by the magazine and print advertisement and all. Face book. Type of advertisement mostly like by peoples in AIRTEL is Audio Visual Print Audio : : : 85% 2% 13% Type of advertisement mostly like by peoples in AIRTEL is 13% 2% Audio visual print Audio 85% Findings -As we observe in the above chart most of the people around 85% are attracted in Airtel by the Audio Visual and 13% of the people attracted by the Audio and the rest 2% by the print advertisement.34 12. And 13% of them are hearing by Radio and other source of audio media. Done by: Abdul Alim Rahimy . Analysis: in current situation most of the people are looking for the TV . yahoo and other sources of audio visual and they are Able to see the Airtel offers and all.

that Airtel has very good schemes offers also.35 13. 38% Advertisements 20% Connectivity 10%Schemes 32%Goodwill Feature of AIRTEL forced people to use AIRTEL is 20% advertisement 38% 10% Goodwill schemes connectivity 32% Findings: -from the above chart we can see that Advertisement has the highest percentage and Goodwill have second and the connectivity is the third and last thing that effect over the people to use Airtel is schemes. Done by: Abdul Alim Rahimy . and e third bye the connectivity that Airtel has very good service and connectivity and the rest people attracted by the schemes offers. Feature of AIRTEL forced people to use AIRTEL is.People know about AIRTEL cellular service through. 14. billboard and magazines. Analysis: most of the customer attracted to use Airtel by the advertisement like TV audio visual and audio and print. and second types of the people attracted to use Airtel by goodwill and Airtel showed in the market that it¶s service is th best.

the rest 5% people are attracted by other sources. through the other sources know about the Airtel cellular service. 5% 28% friends Advertisement 67% other sources Findings: -In the above chart we can see most of the people around 67% know about the Airtel service through the advertisement and 28% through friend¶s information and the 5%.36 30 % Friends 70% Advertisements 5% Other Sources People know about AIRTEL cellular service through. Done by: Abdul Alim Rahimy . Analysis:most of the customer attracted to use Airtel by the advertisement like TV audio visual and audio and print. billboard and magazines and second types of customers are . attracted by friends that they praised Airtel offers and they said that Airtel its services is the best and it has lots of offers and all.

37 15. and its brand name has very positive effect in the mind of the customers and also its brand image is one of the main strength of Airtel. Analysis : according of the retailer feedback most of the people is satisfy with the brand name of Airtel . Done by: Abdul Alim Rahimy .Retailer feedback about the Brand Image of Airtel Brand Image parcentage Excellent Good Average Bad 25% 55% 12% 8% Brand Image 12% 8% 25% Excellent Good Average Bad 55% Conclusion: As we can see the brand Image is 55% goodand 25% is Excellent and 12% said it is ok and the rest 8% stated that Airtel¶s brand Image is bad.

and Airtel is able to compete directly with its competitors in the market along with its good services and customers care in order to keeping the customers satisfy. there is no lack of credit card or Sim kard for the services for the customers. Analysis: market strength of Airtel is also very good and all customer is satisfy with is service and also it has very huge product in the market. 17.Market strength of the Airtel according to the Retailers feedback Market Strength Percentages Excellent Good Average Bad 15% 65% 15% 5% Market strength 5% 15% 15% Excellent Good A erage Bad 65% Conclusion: -In the above chart we can see that 55% of the retailers said that market strength of Airtel is Good and the 15% said it is Excellent and the 15% said it is average and 5% said it is Bad. Airtel¶s customer care service according of the retailers Done by: Abdul Alim Rahimy ¥ .38 16.

only the main thing that covered Airtel problems and most of the customers had complain it was weak network connection. 18. Airtel customers care medium.39 customer service percentages care Excellent Good Average Bad 12% 38% 43% 7% customer care service 7% 12% Excellent Average 4 % 8% Bad Conclusion:-In the above chart we can see that the majority of respondent around 43% of the retailers said that Airtelcustomer care service is Average and 38% of the retailers said that the customer care services is Good and the 12% of them said that the Airtel customer care services is Excellent and the rest 7% of them said that the Airtel customer care service is Bad. it is not too good and not too bad.Airtel¶s product line according tothe Retailers Done by: Abdul Alim Rahimy ¨¨ G d ¦ § . in order to keep them as real and loyal customers for Airtel. they are trying also to solve the customers problems and I give my suggestion also in the recommendation for the better service for the customers. Analysis: according of my survey and retailer feedback to us.

40 Product Line percentages Excellent Good Average Bad 30% 45% 22% 3% product line 3% 22% 30% Excellent Average Bad 45% Conclusion: . they have verygood performance in their sales. Analysis: I found overall that Airtel product line is very good most of the customers are satisfy with the Airtel product line. and the its sale person is very active person in the north zone. because it has once huge product line and there is no lack of credit card and simkard for the service of the customers and secondly Airtel is able provide the product on time for the customers.in the above chart we can see that the most of the retailers around the 45% said Airtel product line is good and the 35% said that the Airtel product line is Excellent and the 22% of the retailers said that the Airtel product line is Average and the rest 3% said that the Airtel product line is bad. even I saw him and meet him during of my survey. Done by: Abdul Alim Rahimy ©© G d .

41 19. and also some times call drop after 3 minutes in the night. Overall I found that Airtel network service is Average.Customer satisfaction level from the Airtel¶s network service connection Satisfaction level parcentages Excellent Good Average Bad 8% 20% 50% 22% Customer satisfaction level from the Airtel netwok service connection 8% 22 Exellent 20% Good Average ad 50 Conclusion :-In the above chart we can see that majority of the customers around 50% responded that the network connection of Airtel is average and 22% responded that Airtel network connection is Bad and the 20% responded that Airtel network connection is Good and 8 % responded that Airtel network connection is Excellent. Done by: Abdul Alim Rahimy  . that its network is weak and to some area is not giving signal also and also in the basement and some time after 7pm it not working pro perly . Analysis: Airtel network services is not too good some of the customers they have complain from the Airtel network connection.

And most of the Airtel celebrity that liked by the people is through Sachin and second sharukh.  Type of recharge cards liked by the people 30% of the them liked more talk time and 20%liked more validity and 50% liked both .and the most important things that I found in my survey is that majority of the customers around 50% responded that the network connection of Airtel is average and the 22% responded that Airtel network connection is Bad and the 20% responded that Airtel network connection is Good and the 8 % responded that Airtel network connection is Excellent.and most of the people know about the Airtel services through the advertisement 67% and 26%through friends.and most of the customers around 70%they got the benefit schemes of the Airtel.and also I found that the majority around 43% of the retailers said that Airtel customer care service is Average and 38% of the retailers said that the customer care services is Good and the 12% of them said that the Airtel customer care services is Excellent and the rest 7% of them said that the Airtel customer care service is Bad. Then the necessary data was collected by means of face to face direct interviews and phone interviews with the shopkeepers.  I found that out of 55shops most those around 51 shops are using telecommunication in their shops and the rest 4 shops they are not using telecommunication in their shops.And also I found that the most of the retailers around the 45% said Airtel product line is Good and the 35% said that the Airtel product line is Excellent and the 22% of the retailers said that the Airtel product line is Average and the rest 3% said that the Airtel product line is Bad. and the rest 5% through the other sources.and 22%said that they didn¶t got the benefits schemes of the Airtel and rest 8% they can¶t say .  And also majority of the retailers around 55% said that Airtel brand Image is good and the 25% of the people said it is Excellent and the 12% said it is ok and the rest 8% said its brand Image is bad. Type of advertisement mostly liked by peoples in AIRTEL is around 85%by the Audio visual and 13%by the Audio and rest 2%people attracted by the print. out that 15 shops 3 are responded that they are interest to keep Airtel in their shops . And also I found that 55% of the retailers said that market strength of Airtel is Good and 15% said it is Excellent and 15% said it is average and 5% said it is Bad. According to research out of 36 respondents the Overall ratings comes to the end that Airtel is ³Good´ at its services overall.42 Findings:  The primary data for the study was collected with the help of the research questionnaire designed. Recommendations:  As we know in every telecommunication service Network coverage is the main important Done by: Abdul Alim Rahimy . and out of the 51 shops 36 shops are using Airtel and the rest 15 shops are not using Airtel. Feature of AIRTEL forced people to use AIRTEL is that Advertisement has the highest percentage and Goodwill have second and the connectivity is the third and last thing that have effect over the people to use Airtel is schemes .

Either they were wrongly charged or they never received bills on time. idea cellular. so according to my survey that I recognized the main problem ofAirtel was Network drop in some area of Goa.So priorityshould be giventothem. Aircel) are developing and providing new services. and the customers will be more confidents and will attract more to buy the Airtelconnection. Others telecommunication companies (tata communications.  Thereislargenumberofrejectionratefortakingupanynewkindofbusiness Done by: Abdul Alim Rahimy inthenon- . if they prepare all the brand and information in the paper and board to show for the customers it will be better for satisfaction of new customers. so they have only these options to increase th number of towers or use some e wireless booster to increase the strength of Network.  The brands should be available easily in PCO & Retailers like to prepare all facilities that is offered by the Airtel for the PCO and retailers because if the new customers ask about the Airtel facilities they won¶t believe that much on the retailers words. Airtel for the betterment service should increase the Number of towers or use some wireless booster to increase the strength of Network. all oftheir needsand demands shouldbe seriouslytakeninto consideration.  Airtelshouldfocusmoreonpromotionandadvertisingpartasareaswhichare surveyedhavevery lessawarenessaboutthe schemesand other benefits which are offered by Airtel. Observation:  It was observed that most of the customers expressed their unhappiness over billing services.43 and significant element. which it can attract and find more loyal customers and get more market share. tata telecom services. because it s X -ray has bad effect on the mind of the people. they can t build another base station in the city or other places because Government and people they are not giving allowed them to build.  MajorityofSTD/PCOshopsshowedinterestinhavingAirtelconnection.  Betterschemesfordealers/retailerssothattheycandevelopself interestandtheycouldtrytheirlevelbesttomakemoreandmoresalewhich would leadbenefittodealersandcompany as well. and its brand image will remain strong. So Bharti Airtel needed to find a way to focus on developing new services that could set it apart from the competition and strengthen its customer relationships. spice telecom.  Airtel should focus more on Audio visual Advertisement that can find more customers and by the Audio visual advertisement.  Competition is intensifying in the Indian telecom services market.

less advertisements andclaimsissuestheretailersaredivertingthecustomersto other telecommunication.Icanconcludethat AIRTEL¶s Advertising has a major impact its users.Herelotofcomparisonis themi.Itisbeenobservedthat manyshopsdon¶thavenormalbannerofAirtelintheirshopinspiteof long.  Newschemesarenotproperlybeingconveyedtotheretailers.AIRTEL had created Done by: Abdul Alim Rahimy . without asking customer.e.  Manytelecomretailerswantthedetaileddescriptionofincentivesgivento whatbasisandonhowmuchactivation.on beingmadewithIdea and Vodafoneas theyareprovidingwithdetaileddescriptionof when and whyof incentives. vastvisibilityofother telecommunication boardsandadvertisementswhichis improvingtheirpromotionand branding. People like its schemes very much . CONCLUSION: Afteranalyzingthefindingsoftheresearch.  Customer  Moreand diversificationfromAirtelis increasing in regular basis dueto demandingof increaseinservice complaints.  Some of the customers they had complain form the network connection especially in Call Drop after every 3 minutes in night.  Customer demand is high for Airtelbut due to services complaints.sotheyare facingproblemof no responsesto customerqueries. and also Network Busy at 7 PM.  Some of the customers they have also complained from Airtel regardingthat Packs are activate by it.  Boardandadvertisementsarerequiredinmanyshops.44 telecomshopsthisisduetolackofawarenessandscarcityof resourcesinthisarea.

45 Very good Brand image on the minds of the new users of cellular service The average rating for the company is being ³Good´. For the solving of this issue customer should get better service from customer care. If workers will be happy and satisfy then they will make sincere efforts to achieve their targets and increase the sales of the company. dealers and distributors in order to do that the company should agree with all their fair suggestions and make them happy. they can go for its solving to sharing with other telecom or to look for the preparing some wireless. Some respondents commented that Airtel is very worst at Coverage and Customer care Support. Sachin celebrities liked by most of the people in Airtel celebrities Other celebrities like Shahrukh Khan (bollywood) and A.Rehman has also contributed very much in AIRTEL. AIRTEL is successful in capturing the highest market share by adopting Celebrity Endorsement Strategy. And also I found that company¶s network connection is weaker than its competitors and can¶t cover the entire places like others telecom service. The basic point to conclude the above discussed issue is that the company can make more and more profits only when it can satisfy all its customers. And also I found that packs are activated by itself without asking customers.R . Done by: Abdul Alim Rahimy .

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