PROJECT REPORT

ON
MARKET SURVEY OF AIRTEL MOBILE SERVICES

Under the guidance of

Submitted in

Partial Fulfillment of the requirement of degree of

Master of Business Administration

(Marketing)

Submitted To: - Submitted By:

ACKNOWLEDGEMENT

With deep sense of gratitude, I Would like to take this opportunity to thank my
honorable project guide ----------------- could not have asked for a more cooperative
guide. Their involvement & unstinted support has always gives me the confidence to do
my work. Without their guidance this project report would not have seen the light of the
day.

I am also grateful to Mr. ---------------- for their kind co-operaion to complete this
project report.. I would like to thank the people who took their time to help me to
complete this project. I would like thanking my friends who were of immense help to me.

Last but not the least, I would like to thank my parents who were a source of
support throughout the making of the report.
 Thanks

--------------------

Bharti Airtel

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti

Group, has a diverse business portfolio and has created global brands in the

telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail

Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully

launched an international venture with EL Rothschild Group to export fresh agri products
exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance

Company Ltd under a joint venture with AXA, world leader in financial protection and

wealth management.

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) - mobile services, broadband & telephone services (B&T) & enterprise

services. The mobile business provides mobile & fixed wireless services using GSM

technology across 23 telecom circles while the B&T business offers broadband &

telephone services in 94 cities. The Enterprise services provide end-to-end telecom

solutions to corporate customers and national & international long distance services to

carriers. All these services are provided under the Airtel brand.

Company's Profile

Bharti Airtel is one of India's leading private sector providers of telecommunications

services based on an aggregate of 44,676,197 customers as on June 30, 2007, consisting

of 42,703,938 GSM mobile and 1,972,259 broadband & telephone customers.

The businesses at Bharti Airtel have been structured into three individual strategic

business units (SBU’s) - mobile services, broadband & telephone services (B&T) &

enterprise services. The mobile services group provides GSM mobile services across

India in 23 telecom circles, while the B&T business group provides broadband &

telephone services in 94 cities. The enterprise services group has two sub-units - carriers

(long distance services) and services to corporates. All these services are provided under

the Airtel brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National

Stock Exchange of India Limited (NSE).

Partners
The company has a strategic alliance with SingTel. The investment made by SingTel is

one of the largest investments made in the world outside Singapore, in the company.

The company’s mobile network equipment partners include Ericsson and Nokia. In the

case of the broadband and telephone services and enterprise services (carriers), equipment

suppliers include Siemens, Nortel, Corning, among others. The Company also has an

information technology alliance with IBM for its group-wide information technology

requirements and with Nortel for call center technology requirements. The call center

operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT,

Teletech & Mphasis.

Company's Vision & promise

By 2010 Airtel will be the most admired brand in India:

 Loved by more customers

 Targeted by top talent

 Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the needs of our

customers and how we want them to feel. We deliver what we promise and go out of our

way to delight the customer with a little bit more.

Logo
 CMD's Profile

Sunil Bharti Mittal

Chairman & Managing Director since October 2001

Board director since: July 1995

Age: 49 years

Sunil Bharti Mittal is the Chairman & Managing Director of Bharti Airtel Ltd. head

quartered at New Delhi, India.

Bharti Airtel, India’s leading private integrated telecom company, has been at the

forefront of the telecom revolution and has transformed the telecom sector with its world-

class services built on leading edge technologies. Bharti has been a pioneering force in
the telecom sector and today enjoys a strong nationwide presence.

Sunil started his career at a young age of 18 after graduating from Punjab University in

India and founded Bharti, with a modest capital, in the year 1976. Today, at 49 he heads

a successful enterprise, amongst the top 5 in India, with a market capitalization of over

US$ 40 billion and employing over 30,000 people.

Bharti has grown successfully in partnership with various leading companies of the world

- Singapore Telecom, Vodafone, Warburg Pincus, British Telecom to name a few.

The other businesses in the group are consumer electronics (Beetel), life insurance with

AXA of France (Bharti AXA), and a joint venture with the Rothschild group to develop

Indian horticulture and export fruits and vegetables to the world (FieldFresh)

Bharti has recently entered into a JV with Wal-Mart for setting up supply chain, logistics

and cash and carry to support the burgeoning retail market in India.

Sunil is an alumnus of Harvard Business School, MA, USA.

Sunil has been conferred one of the highest civilian award – Padma Bhushan.

Sunil has been conferred the degree of Doctor of Science (Honoris Causa) by the G B

Pant University of Agriculture & Technology. Sunil is an Honorary Fellow of “The

Institution of Electronics and Telecommunication Engineers (IETE)".

Sunil is the Honorary Consul General of the Republic of Seychelles in New Delhi, India.
 Board of Directors
The board of directors of the Company has an optimum mix of executive and non-

executive directors, which consists of two executive and thirteen non-executive

directors.The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an

Executive Director and the number of Independent Directors on the Board is 50% of

the total board strength. The independence of a director is determined on the

basis that such director does not have any material pecuniary relationship with the

Company, its promoters or its management, which may affect the independence of the

judgment of a Director. The board members possess requisite skills, experience

and expertise required to take decisions, which are in the best interest of the Company.
The composition of the Board is as under:
Sunil Bharti Mittal
Rajan Bharti Mittal
Akhil Gupta
Rakesh Bharti Mittal
Chua Sock Koong
N. Kumar
Kurt Hellstrom
Donald Cameron
Paul O'Sullivan
Pulak Chandan Prasad
Bashir Abdulla Currimjee
Ajay Lal
Arun Bharat Ram
Francis Heng
Code of Conduct applicable to Directors and Senior Management of the company
 Objectives

Objectives specify what learners will be able to do, or perform, to be considered

competent. As such, they provide clear reasons for training. Another way to view

objectives is that they are goals redrafted to state performances in terms that are clearly

tangible to the reader.

Reasons for objectives:

Objectives are useful for students, instructors, and instructional designers. Some of the

ways in which they are used include :

To select and design instructional content, materials, or methods, it is necessary to have a

sound basis by which success can be measured. Clearly defined objectives allow

designers and instructors a method to find how successful their material has been.

The purpose of instruction is to improve performance. By clearly stating the results we

want the learners to accomplish, we can identify if they have gained the appropriate skills

and knowledge.

During Survey I have following objectives :-

* To know about the market share of Airtel.

* To know about the satisfaction level of Airtel Customers.

* To know about the views and suggestions of Airtel Customers.

.* To know about the problems faced by Airtel Customers.

 Research Methodology

Definition of Research

The word research is derived from the Latin word meaning to know. It is a systematic and

a replicable process which identifies and defines problems, within specified boundaries. It

employs well designed method to collect the data and analyses the results. It disseminates

the findings to contribute to generalizeable knowledge.

The five characteristics of research presented below will be examined in greater detail

later are:

 Systematic problem solving which identifies variables and tests relationships

between them.

 Logical, so procedures can be duplicated or understood by others.

 Empirical, so decisions are based on data collected.

 Reductive, so it investigates a small sample which can be generalized to a larger

population.

 Replicable, so others may test the findings by repeating it.

Research design phase :-

This phase mainly involve stating the conceptual structure within which research would

be conducted. The main steps involved in this phase are as:

Sampling Plan:

The sample was selected for the study by Convenient method. This type of sampling

where each & every item in the population has an equal chance of inclusion in the
sample.

Sample unit:

Under the study the customers are considered the sample unit in Moga, Faridkot &

Muktsar Districts.

Sample size

The sample for research consisted of 100 Customers of Airtel in Moga, Faridkot &

Muktsar Districts. The sample was spread all over the Moga, Faridkot & Muktsar

Districts. The sample size was restricted to 100 because of financial & time constraint.

SOURCES OF DATA COLLECTION

There are two sources:

1. Primary sources:-

Primary data is collected through market survey.

2. secondary sources:-

Secondary sources are websites and brouchers.

Preparation of Questionnaire :-

The questionnaire was prepared by the researcher himself. The preparation of

questionnaire was done by keeping the objective of study in mind. The researcher took

some help from experts during the framing of questionnaires. The preparation of

questionnaire took about 4-5 days. The questionnaire used for study was of closed type

since it is free from bias nature of respondents.

Analysis phase :-

After the data has been collected the researcher tabulated the data from the tables the

researcher analyzed the data. During the analysis of data help of various types of charts &
graphs was taken. The analysis phase took about seven days. For further results weighted

average method was used whenever required. Finally on the basis of analysis various

results and conclusions were drawn.

 Data Analysis & Interpretation

Q1. Which mobile service provider you prefer the most ?

Airtel 44%
Spice 24%
Hutch 9%
Any Other 23%

23%

44%
9%

24%

Airtel Spice Hutch Any Other

Q2. For how long you are using their service ?

Less than 6 months 6%

1 Year 13%
2 Years 9%
Above 2 Years 72%

6%
13%

9%

72%

Less than 6 months 1 Year 2 Years Above 2 Years

Q3. Why do you prefer a particular service ?

Economy 32%
Service 53%
Brand 15%

15%
32%

53%

Economy Service Brand

Q4. Kindly mention your area of concern ?

Network Issue 39%

Billing Issue 38%
Service Issue 23%

23%

39%

38%

Network Issue Billing Issue Service Issue

Q5. Which service provider offers you attractive schemes?

Airtel 44%
Spice 24%
 Hutch 9%
Any Other 23%

23%

44%
9%

24%

Airtel Spice Hutch Any Other

Q6. Which service provider has wider network coverage ?

Airtel 68%
 Spice 7%
Hutch 5%
Any Other 20%

20%

5%
7%
68%

Airtel Spice Hutch Any Other

Q7. Which service provider provides you less roaming charges ?

Airtel 20%
Spice 9%
Hutch 10%
Any Other 61%
 20%

9%
61%
10%

Airtel Spice Hutch Any Other

Q8. Which service provider provides you faster GPRS service ?

Airtel 53%
Spice 11%
Hutch 9%
Any Other 27%
 27%

53%
9%

11%

Airtel Spice Hutch Any Other

Q9. How would you rate customer care service of your service provider ?
(Only for Airtel Customers)

Excellent 17%
Good 44%
Average 31%
Poor 8%
 8% 17%

31%

44%

Excellent Good Average Poor

How would you rate customer care service of your service provider ?
(Only for Spice Customers)

Excellent 8%
Good 4%
Average 28%
Poor 60%
 8%
4%

28%
60%

Excellent Good Average Poor

How would you rate customer care service of your service provider ?
(Only for Hutch Customers)

Excellent 22%
Good 33%
Average 33%
Poor 12%
 11%
22%

33%

33%

Excellent Good Average Poor

How would you rate customer care service of your service provider ?
(For other network customers)

Excellent 12%
Good 36%
Average 40%
Poor 12%
 12% 12%

36%
40%

Excellent Good Average Poor

Q10. What is the best part of your service provider ?

Network 33%
Plans 28%
Service 39%
 33%
39%

28%

Network Plans Service

LIMITATIONS
The data was mainly collected by the means of questionnaire. Thus it may have following
limitation :-

1. It is difficult to know whether willing respondents are truly responding or not.

2. There may be some uncertainty about the response of the respondents.

3. The information supplied by respondent may not be correct and it may be difficult
to verify the accuracy of the information provided.
4. The research work is affected by time and cost constraints.

5. The result was confined to Moga, Faridkot and Muktsar Districts only and the
responses/ results obtained can’t be generalized to other populations.

SUGGESTIONS

Definition of Suggestion

A suggestion is a specific idea to improve an existing condition.

For the improvement of Birla White I have following suggestions for the
company :-

1. Company should reduce its call prices because of tough competition in

the market..

2. Company should arrange some exhibition for the popularity of its

services.

3. Company should gave more stress for the advertisement.

4. Company should gave attractive schemes to the consumers.

5. Company should reduce its roaming prices.

CONCLUSION

From the survey I reached on the conclusion that Airtel is the first choice of
the consumers. Most of the respondents prefer Airtel Mobile Provider
Services. Maximum respondents are using this mobile connection for above
2 years. They prefer to avail this connection because of its good services.
According to most of the respondents Airtel has wider network coverage as
compared to any other company. In the views of mostly respondent’s airtel
provide them fastest GPRS Service. Airtel Service provider gave them
attractive schemes from time to time. The conclusion of my study is that
Airtel Service Provider is the No. 1 choice of most of the consumers but
according to their views the call rate is a little bit high. So Airtel should
reduce its call rates to make it more popular among the consumers.
 QUESTIONNAIRE
Corporate Name ................................. Contact Person ..............................

Address ...............................................Contact No. ...................................

Q1. Which mobile service provider you prefer the most ?

a.Airtel b.Spice c.Hutch d.Any Other
Q2. For how long you are using their service ?
a.Less than 6 months b.1 Year c.2Years d.Above 2 Years
Q3. Why do you prefer a particular service ?
a.Economy b.Service c.Brand
Q4. Kindly mention your area of concern ?
a.Network Issue b.Billing Issue c.Service Issue
Q5. Which service provider offers you attractive schemes?
a.Airtel b. Spice c.Hutch d.Any Other
Q6. Which service provider has wider network coverage ?
a.Airtel b.Spice c.Hutch d.Any Other
Q7. Which service provider provides you less roaming charges ?
a.Airtel b.Spice c.Hutch d.Any Other
Q8. Which service provider provides you faster GPRS service ?
a.Airtel b.Spice c.Hutch d.Any Other
Q9. How would you rate customer care service of your service provider ?
a.Excellent b.Good c.Average d.Poor
Q10. What is the best part of your service provider ?
a.Network b.Plans c.Service

Signature ...................................................................
Date of Visit .............................................................
Designation ...............................................................
Remarks ....................................................................
Current Plan................................................................

Thanks! for sparing your valuable time.

BIBLIOGRAPHY
BOOKS :-
* Research Methodology - Kothari, C.R.
* Marketing Strategies - Kotler Phillip
* Literature Provided by the Company.

WEBSITES:
* www.airtel.com
* www.bharti.com

SEARCH ENGINES
* www.google.com
* http://www.msn.com
* www.yahoo.com