A Field Report On

CONSUMER SATISFACTION TOWARDS “AIRTEL TELECOMMUNICATION SERVICES”

2010-2012 SINHGAD INSTITUTE OF BUSINESS ADMINISTRATION & REASEARCH KONDWA (BK) Pune-411048

SUMMBITED BY: ROHIT KUSHWAHA

SUMMITED TO:

University of Pune or SIBAR

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CERTIFICATE

This is certify that ROHIT KUSHWAHA student of SINHGAD INSTITTUDE OF BUSINESS ADMINSTRATION & RESEARCH, Pune has completed his field project report at of the title “CONSUMER SATISFACTION TOWARDS AIRTEL TELEOMUNICATION SERVICES” and has submitted the project work report in partial fulfillment of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT of the UNIVERSITY OF PUNE for the academic year 2010-2012.

He has worked under our guidance and direction. The said report is based on bonafide information.

PROF. SWAPNIL PATIL Project Guide

PROF. AVADHOOT POL Director

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SINHGAD INSTITUTE OF BUSINESS ADMINISTARATION AND RESEARCH, KONDHWA (BK)

DECLARATION

I, the undersigned, hereby declare that the Project Report titled “CONSUMER
SATISFACTION TOWARDS AIRTEL TELEOMUNICATION SERVICES” written

and submitted by me to (the University of Pune or SIBAR), in partial fulfillment of the requirement for the award of Master of Marketing Management, is my original work and the conclusions drawn therein are based on the material collected by myself.

Place: Pune Date: KUSHWAHA ROHIT

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ACKNOWLEDGEMENT

To improve a little you need to make affords. Not one or two till results. And to learn and act, you need guidance. Our own self can undertake no study however big or small; behind every act there are unforgettable memories, efforts, guidance and blessing of those person without whom this study would not have gone even a small distance. First and foremost, I owe special thanks to SINHGAD INSTITUDE OF BUSINESS ADMISISTRATION & RESEARCH for giving me an opportunity to make project of the title “CONSUMER SATISFACTION TOWARDS AIRTEL TELECOMMUNICATION SERVICES” and even Prof. Swapnil Patil I even thank the staff members for their encouragement and guidance. To the best of the knowledge this work is totally authentic. I alone is responsible for any deficiency or anomaly in the same.

ROHIT KUSHWAHA

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such as a creative use of the Universal Services Obligation fund that now has over Rs. The telecom story continues to be the best evidence of the efficacy of the reforms process.Executive summary India has one of the world’s largest telecommunication networks. The road for India achieving the top most position in telecommunication is no longer a dream as India is nearing China in all aspects in few years India will over power all countries and achieve its target of top most position in telecom industry. Effective tariffs have dropped from over Rs. and a proactive investment policy that invites many more equipment manufacturers to set up base in this country. therefore. landed itself a winner in the mobile phone. bringing the phone within reach of people even below the middle-class. Still three-fourths of the land mass is not illuminated by a cellular signal and the price of the instrument is beyond the reach of a substantial section of the population let alone the charges for its use. a subscriber base that only four other countries China. In just six years. of course. None can doubt the correlation between this explosive growth in numbers and the steep decline in the cost of the mobile phone and of its usage. the number of mobile subscribers has gone from just about one million to 100 million. These issues. can be resolved by decisive policy action. Japan and Russia can boast of. technology and marketing.70 billion. 5 . releasing adequate spectrum to operators in the metros. but the task of taking telecom to the other 90 per cent of the population will call for even greater innovation in policymaking. The Government may have.14 a minute to Re 1. the US.

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7 Chapter 2 Objectives 10 Chapter 3 Methodology 11 Chapter 4 Company History 13 Chapter 5 Company Profile 16 Chapter 6 SWOT Analysis 19 Chapter 7 Data Interpretation 22 Chapter 8 Finding.Sr. suggestion and conclusion 38 Chapter 9 Limitations 41 Chapter 10 Chapter 11 Bibliography 42 Questionnaire 43 7 . No Chapter 1 Introduction Content Page No.

there is no business. Therefore. He is part of it. wants or desires. He is not dependent on us. Marketing decision maker needs descriptive information about the total potential unit and dollar sales in each segment. consumer satisfaction is very important to every business person. valuable of the marketing function. CONSUMER SATISFACTION Every human being is a consumer of different produces. We are not doing him a favor by serving him. ‘consumer refers to the following. According to a statement made by Mahatma Gandhi. Detailed information regarding the customer in a market will provide the basic platform for all marketing decisions. “personal feeling of pleasure resulting from comparing a product’s pursued performance in relation to his /her expectations”.CHAPTER – 1 INTRODUCTION Consumer A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs. “A consumer is the most important visitor on our premises. According to Philip Kotler consumer satisfaction is defined on. He is doing us a favor by giving us an opportunity to do so”. Perhaps the most important one is that a 8 . Why should the competent market engineer conduct consumer research? Consumer’s surveys can provide the researcher with a wealth of information. Consumer attitude measurements are taken on either potential buries or existing client’s buries in order to identify their characteristics. So consumer is like the blood of our business and also a satisfied customer is a word of mouth advertisement of a product / services. We are dependent on him. If there is no consumer. He is not an outsider to our business.

MARKETING Marketing includes all the impacts involved in the exchange process of transferring the possession and ownership of goods or services from the producer to the ultimate consumer’s.  Who buy the products or services?  How do they buy?  When do they buy?  Where do they buy?  Why do they buy?  How often they buy? It is otherwise called understand and predict human actions in their buying role.seller need to be aware of the relevant objective and need of consumer and how their objectives might best be served by the products. Marketing is trying to learn. customer’s needs of preferences to be identified and satisfied. So. The foremost step is business aims at profit. For profit making he can sell the products. For selling the product he should create customers. d. MARKET The term market is derived from Latin Word ‘Mercatus’. To satisfy the customer’s new product to be produced. A marketer is act as consumers while them purchasing any goods /services. and try to market that product to an ultimate consumer. e. According to Pyle. c. “Market includes both place and region in which buyers and sellers or in free competition with one another”. marketing is starts with consumer and ends with 9 . It also means merchandise truthic place of business. For creating the customer’s. MARKETING FORMULA a. which means ‘to trade’ that is purchasing and selling of goods. b.

So. he must very well know the behavior of consumer. using. In other words. on consumption of products. Became. The income of all commercial enterprise is derived from the payments received for the products and services supplied to its customers. Satisfaction of customer is essential for retention of customer’s and for continuous sales of the products and services of the company to customers. energy. Then the core activity of any company is to attract and retain customers. the consumer satisfaction is get more importance in the marketing functions. Importance of consumer satisfaction The needs to satisfy customer for success in any commercial enterprise is very obvious. Consumer behavior: The term consumer behavior may be defined as the behaviour that consumer displays in searching for purchasing. It is therefore no surprise that Peter Drucker the renowned management Guru. behaviors of all potential customer as they become aware of evaluation. So. time. This establishes the needs for and the importance of customer satisfaction. The satisfaction of consumers is different from one to another. The study of consumer behaviour is the study of how individuals make divisions to spend their resources like money. It can be defined on. 10 . If there is no customer there is no income and there is no business. producing. the marketer satisfy the consumer. purchase and consumption and tell other about products and services”. today’s market is called on consumer market. “It is a study of physiological. each consumer has the different behavior in their life. social. “All the individuals and households who buy goods and services for personal consumption” So. physical. services and ideas which they expect will satisfy their needs.consumer. etc. has said “to satisfy the customers is the mission and purpose of every business”. evaluating.

CHAPTER-2 OBJECTIVES OF THE STUDY  To study the evaluation of telecommunication service with particular reference to India.  To study the consumer’s satisfaction towards different telecom service providers in Asansol city.  To offer valuable suggestions to improve the services of telecommunication in Asansol city.  To ascertain the attributer which influenced the customer’s in selecting a particular telecom services provider. 11 .  To assess the problems faced by the cell phone users in Asansol City.

12 . and facts finding enquires of different kinds. which has not been discovered by anybody. He can report what has happen or what is happening. Those are called an “Research” Research is a movement of knowledge from known to unknown from the available place to the required place. A careful investigation or enquiry. And explain why we are using a particular method or techniques and we are not using others. The manor purpose of descriptive research is description of state of affairs on it exists at present.CHAPTER-3 RESEARCH METHODOLOGY Search of knowledge. The main character of this method is that the researcher has no control threw over the variables. Making detections and reaching conclusions to determine whether fit the formulating the hypothesis” . Descriptive research design: It includes surveys. Collecting. “Defining and re-defining problems formulating the hypothesis or jusested solutions. not only the research methods are but also consider the logic behind the methods. According to Clifford wode. A systematic effort to gain new knowledge. Research methodology: The research methodology. They are in the contest of our research studied. The Purpose of research to find out solutions to the problem. organizing and evaluating data. Research methods: Those methods which are used by the researcher during the course of studying are research problem are termed on research methods.

Secondary data Collection of data: The data were collected from the respondents through the distribution of questionnaire. 1. Primary data 2. Area of the study: This study covers Asansol city only in West Bengal. bar charts we sued for analyzing the data and arriving at the conclusion. colunm chart. Tools for analysis: Along with the usual statistical tools such as tables. percentages. Sample size: The sample size of this study is 50. 13 . pie chart.Nature of data: In this study the following data are used.

In 2003. and the company was listed on Mumbai Stock Exchange and National Stock Exchange of India. In 1983.CHAPTER-4 COMPANY HISTORY Sunil Bharti Mittal founded the Bharti Group. In 1996. establishing the basis of Bharti Enterprises. Bharti Enterprises acquired control of JT Holdings. cellular service was extended to Himachal Pradesh. In 2010. In 2004. Airtel launched its first international mobile network in Sri Lanka. Sunil Mittal was into an agreement with Germany's Siemens to manufacture the company's push-button telephone models for the Indian market. in Chennai. Airtel began operating in Bangladesh and 16 African countries. In 1986. In 1999. In 2005. In 1995. Bharti acquired control of Skycell Communications. and extended cellular operations to Karnataka and Andhra Pradesh. By the early 1990s. Bharti acquired control of Hexacom and entered Rajasthan. Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in Delhi. the company acquired control of Spice Cell in Calcutta. Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in India to offer push-button telephones. This first-mover advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications market. the cellular phone operations were rebranded under the single Airtel brand. Bharti extended its network to Andaman and Nicobar. 14 . In 2001. Sunil Mittal won a bid to build a cellular phone network in Delhi. Bharti Enterprises went public in 2002. In 1992. Sunil Mittal had also launched the country's first fax machines and its first cordless telephones. In 2000. In 2009.

Worldwide Presence Coverage map of Bharti Airtel across 19 countries Airtel is the 5th largest mobile operator in the world in terms of subscriber base and has a commercial presence in 19 countries and the channel Island. 43 million are in Africa and about 7 million are from Bangladesh and Sri Lanka. Telemedia services subscribers and Digital services subscribers. 150 million are out of India. 2010. Warid Telecom rebranded to 'airtel' in Bangladesh. Sri Lanka followed on November 28. The company unveiled a new logo with 'airtel' written in lower case. with 'airtel' written in lowercase under the logo. On November 23. Airtel rebranded itself in India in the first phase of a global rebranding strategy. Airtel is the largest cellular service provider in India and fifth largest in the world. Designed by London-based brand agency. the new logo is the letter 'a' in lowercase.Today. Brand Union. Bharti Airtel has crossed the 200 million wireless subscribers mark worldwide. The announcement was made by Sunil Bharti Mittal on 18 November 2010. 2010 and on December 20. Airtel's Africa operations were rebranded to 'airtel'. On 18 November 2010. The numbers include mobile services subscribers in India. 2010. South Asia and Africa. 15 . Out of the 200 million subscribers.

The tournament itself is named "Airtel Champions League Twenty20. The tune became hugely popular and is the world's most downloaded mobile music with over 150 million downloads. Airtel gets the rights to broadcast the matches played by the team to its customers. This version too was composed by Rahman himself. Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of the Champions League Twenty20 cricket tournament. Rahman.On May 9. A new version of the song was released on 18 November 2010. R. as part of the rebranding of the company. 2009 Airtel signed a major deal with Manchester United Football Club. 16 ." The signature tune of Airtel is composed by Indian musician A. As a result of the deal.

is a Indian telecommunications company that operates in 19 countries across South Asia. to be paid by the minute for installation and maintenance of their equipment rather than being paid up front.) is maintained by Ericsson. etc. providing 2G or 3G services depending upon the country of operation. microwave links. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. which connects the submarine cable connecting Chennai and Singapore. Bharti Airtel is the first Indian telecom service provider to achieve this Cisco Gold Certification. 1/minute (U$0. Telemedia. The company also provides land-line telephone services and broadband Internet access (DSL) in over 96 cities in India. The Telemedia business provides broadband. This enabled the company to provide pan-India phone call rates of Rs. Bharti has roped in a strategic partner Alcatel-Lucent to manage the network infrastructure for the Telemedia Business. Airtel also offers fixed line services and broadband services. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales and finance. It also acts as a carrier for national and international long distance communication services.Chapter-5 Company Profile Bharti Airtel Limited. behind China Mobile and China Unicom. Airtel is the fifth largest telecom operator in the world with over 207. with over 152. in India). Its network (base stations.Mobile. It is the largest cellular service provider in India.8 million subscribers across 19 countries at the end of 2010.02/minute). The company has a submarine cable landing station at Chennai.5 million subscribers at the end of 2010. To earn Gold Certification. support and customer satisfaction set forth by Cisco.. IPTV and telephone services 17 . Enterprise and Digital TV. usually referred to simply as "airtel". Call rates have come down much further. Bharti Airtel had to meet rigorous standards for networking competency. Ericsson agreed for the first time.. During the last financial year [2009-10]. Africa and the Channel Islands. Nokia Siemens Network and Huawei. The company is structured into four strategic business units . It operates a GSM network in all countries. Airtel is the 3rd largest in-country mobile operator by subscriber base. service. business support by IBM and transmission towers by another company (Bharti Infratel Ltd.

Ericsson. Firstsource & Aegis Singtel Distance Services Information Technology Call Centre Operations Equity Partner {Strategic} 18 . The Digital TV business provides Direct-to-Home TV services across India. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telcos. Juniper. Hinduja TMT. Alcatel Lucent. Teleperformance. Mphasis.in 89 Indian cities. Cisco. Tellabs IBM IBM Daksh. Parteners:Network Equipment Mobile Services Telemedia & Long Nokia Siemens. Huawei Nokia Siemens. ECI.

853 billion (2009) 30.27 crore (US$7.33 crore (US$3.75 billion) (2009) 9.Bharti Airtel Limited Industry Founded Founder(s) Headquarters Area served Key people Telecommunications 7 July 1995 (1995-07-07) Sunil Bharti Mittal New Delhi.16 crore (US$2.17 billion) (2009) 35.05 billion) (2009) US$ 11.589.699.426.000 (2010) Bharti Enterprises (63.45%) Parent SingTel (32. India South Asian & African countries and the Channel Islands Sunil Bharti Mittal (Chairman) and (MD) Mobile network Wireless Products Telephone Internet Satellite television Revenue Operating income Profit Total assets Employees 14.15%) Vodafone (4.4%) 19 .

This has brought huge value to the IPLC customers. to connect to the outside world.648.. PAN INDIA FOOTPRINT :Airtel offers the most expansive roaming network. delivering them an option besides the incumbent carrier. The mobile services group provides GSM mobile services across India in 23 telecom circles.CHAPTER-6 SWOT ANALYSIS STRENGTH:VERY FOCUSED ON TELECOM: Bharti Airtel is largely focused on the telecom.239. the monopoly breaker shattered the Telecom monopoly in the International Long Distance space with the launch of International Submarine cable Network i2i jointly with Singapore Telecommunications Ltd. while the B&T business group provides broadband & telephone services in 92 cities. consisting of 25. LEADERSHIP IN FAST GROWING CELLULAR SEGMENT :Airtel is holding leadership position in cellular market. 20 .591. delivering them an option besides the incumbent carrier. Letting you roam anywhere in India with its Pan-India presence. and trot across the globe with International Roaming spread in over 240 networks. THE ONLY OPERATOR IN INDIA OTHER THAN VSNL HAVING INTERNATIONAL SUBMARINE CABLES:Airtel.071 broadband & telephone customers.757 customers as on August 31.686 GSM mobile and 1. in the year 2002.326). Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 27. 2006. around 93% of the total revenue comes from telecom(Total telecom revenue Rs 3. to connect to the outside worldhuge value to the IPLC customers.

Each Landing Station has Power Feeding Equipment. Submarine Line Terminating Equipment and SDH system to power the cable. The Landing Station in Singapore is managed by SingTel and by Airtel in Chennai (India). it has also other cost advantages for the latest cellular technology. add wavelengths and convert the STM-64 output to STM-1 data streams respectively. video conferencing. Besides such cost advantages. An IPLC can be used for Internet access. LATEST TECHNOLOGY AND LOW COST ADVANTAGE :The costs of introducing cellular services for Airtel are marginal in nature. it has dual advantage of latest 21 . as it needs only to augment its cellular switch/equipment capacity and increase the number of base stations. - Airtel is tough competition from the operators like Reliance and Vodafone as these two Untapped Rural market: Although Airtel have strong Presence throughout the country but still they are far away from the Indian rural part and generally this part is covered by BSNL so indirectly Airtel is loosing revenue from the rural sector. business data exchange.Weakness :Price Competition from BSNL and MTNL: operators are offering services at a low rate. towns and villages it has covered already works to its advantage as putting more base stations for cellular coverage in these areas comes with negligible marginal cost. and any other form of telecommunication. The number of cities. OPPORTUNITIES :THE FAST EXTENDING IPLC MARKET :An IPLC (international private leased circuit) is a point-to-point private line used by an organization to communicate between offices that are geographically dispersed throughout the world. As a late entrant into the cellular market. Airtel Enterprise Services and SingTel jointly provide IPLCs on the Network i2i.

Airtel poised to gain a big market share in this segment when it expands cellular services into the rural areas. its cellular service will be a flop. 22 . It needs to be proactive with attractive packaging. With its wide and extensive presence even in the remotest areas. HUGE MARKET :The cellular telephony market is presently expanding at a phenomenal / whopping rate every year and there is still vast scope for Airtel to enter /expand in this market. The launch of WLL services by Reliance Infocomm has aggravated the situation. MARKET MATURITY IN BASIC TELEPHONY SEGMENT:Although Airtel entered in the basic telephony market it’s a biggest there for the company as the basic telephony market has reached. Besides there is a vast rural segment where the cellular services have not made much headway and many customers are looking towards Airtel for providing the service to them. THREATS :COMPETITION FROM OTHER CELLULAR :It is time for BSNL to improve/expand its cellular services. If BSNL is not innovative and agile.‘the consumer’. unlike other private cellular operators who started their service more than 4-5 years back and low capital cost due to advantages of large scale buying of cellular switch/equipment. trying to grab most of the ‘mind share’ of the ‘king’ . whose benefits are increasing with passing of everyday.technology with modern features. Fierce and cut-throat competition is already in place with the markets ever a buzz with several tariff reductions and announcement of attractive packages. pricing and marketing policies lest its presence in the market be treated with disdain by the private cellular companies.

The analysis of consumer satisfaction done by percentage analysis.CHAPTER-7 DATA ANALYSES AND DATA INTERPRETATION This chapter is allocated for analysis and interpretation of data. Do you use telecommunication service? OPTION NO OF RESPONDENT % OF RESPONDENT 100 00 YES NO 50 00 Observation:➢ There is 11% user who are using telecommunication services. 1. 1. Which company do you prefer for telecommunication services? 23 .

1. majority of the people are preferred Reliance and Airtel.COMPANY a) Reliance b) Airtel c) Vodafone d) Aircel e) Others NO OF RESPONDENT 17 12 4 9 8 % OF RESPONDENT 34 24 8 18 16 Observation:➢ On the basis of consumer preference. Which type of service do you use? 24 .

TYPES a) CDMA b) GSM c) Prepaid d) Postpaid NO OF RESPONDENT 3 24 23 0 % OF RESPONDENT 6 48 46 0 Observation:➢ Maximum people in Asansol are using GSM or Prepaid service. 1. How much is your monthly recharge? 25 .

How many hours do you talk? 26 . 1.OPTIONS a) Less than 500 b) 500 to 1000 c) 1000 to 1500 d) More than 1500 NO OF RESPONDENT 26 12 8 4 % OF RESPONDENT 52 24 16 8 Observation:➢ On the basis of monthly recharge more than 50% people recharge their account less than 500 Rs.

more than 40% talk less than one hour per day. 1.OPTIONS a) Less than an hour b) 1 hour to 3 hours c) 3 hours to 5 hours NO OF RESPONDENT 22 12 9 7 % OF RESPONDENT 44 24 18 14 d) More than 5 hours Observation:➢ On the basis of talk time. Since the past how many years you are the consumer of this Company? 27 .

OPTIONS a) Less than one year b) one to two year NO OF RESPONDENT 16 19 10 5 % OF RESPONDENT 24 20 28 26 c) two to three year d) More than three years Observations:➢ Maximum people are using services sinse more than one year. 1. Do you use internet service? OPTION NO OF RESPONDENT YES NO 20 30 28 % OF RESPONDENT 40 60 .

Observation:➢ Majority of the people are not using internet through mobile. They prefer computer to use internet. OPTIONS a) Very good b) Good c) Satisfactory d) poor NO OF RESPONDENT 2 5 7 6 % OF RESPONDENT 10 25 35 30 1. Your opinion about internet service? 29 .

Observation:➢ Who are using internet they are at the satisfactory level. OPTION NO OF RESPONDENT % OF RESPONDENT 78 22 1. Are you satisfy with the overall service of the company? YES NO 39 11 30 .

what is the reason? OPTIONS a) Call rates b) Network c) Recreation facilities d) All of these NO OF RESPONDENT 9 13 5 % OF RESPONDENT 23 34 13 12 30 31 . If yes than. 1.Observation:➢ Airtel is successful to satisfy his customers.

If no then. ➢ Respondents are also satisfied from the price of Airtel. OPTIONS a) Call rates b) Network c) Recreation facilities d) All of these NO OF RESPONDENT 3 1 4 % OF RESPONDENT 33 11 45 1 11 1.Observation:➢ Majority of the respondent are prefer to the network. what is the reason? 32 .

Do you use roaming services? OPTION NO OF RESPONDENT YES NO 28 22 % OF RESPONDENT 56 44 33 .Obesertvation:➢ Maximum people are dissatisfy due to Recreation facility and call rates. 1.

they uses roaming services 1. If yes than. 34 . are you satisfy with the service? OPTION NO OF RESPONDENT % OF RESPONDENT 74 26 YES NO 17 06 Observation:➢ 74% respondent who are use roaming service are satisfy with the service.Observation:➢ 56% respondent says that.

1. they do not want to change their present telecome company. If yes than. which telecom company? COMPANY a) Aircel b) Vodafone c) Reliance d) others NO OF RESPONDENT 2 2 5 3 % OF RESPONDENT 17 17 41 25 35 . Do you want to change your telecom company in the future? OPTION NO OF RESPONDENT % OF RESPONDENT 24 30 46 Yes No Not Decided 12 15 23 Observation:➢ Majority of the respondent says that.1.

Would you recommend this telecommunication service to your friend & relatives? OPTION NO OF RESPONDENT YES NO 40 10 % OF RESPONDENT 80 20 36 . 1.Observation:➢ Maximum people are in the favor of Reliance and oter like Vodafone and Uninor.

CHAPTER-8 FINDING. ➢ On the basis of occupation. SUGGESIOAND CONCLUSION This chapter is allocated to express the findings and conclusions in this study. the majority of the respondents are highly satisfied in Airtel. majority of the people are preferred Reliance and Airtel. ➢ On the basis of after sales service. ➢ Maximum airtel users are using airtel because of its network. ➢ On the basis of talk time. charts and tests. ➢ Majority of the peoples are buy the cell phones by influencing their friends. Statistical tools are applied to analyze the data. It includes the result of each and every tables. ➢ On the basis of monthly recharge more than 50% people recharge their account less than 500 Rs. ➢ Maximum people in Asansol are using GSM or Prepaid service. the students are only used cell phones in more level. most of the people (more than 40%) talk less than one hour per day. FINDINGS FROM PERCENTAGE ANALYSIS:➢ On the basis of consumer preference. 37 .Observation:➢ Those who are highly satisfy are want to recommed that particular service to their relatives.

➢ 56% respondent says that. ➢ Respondents get the internet facility at satisfactory level. 4. Airtel can more attract the customers by reducing their price. So the service providers try to make awareness of their customers services to their customers. Airtel can try to attract the young peoples. ➢ On the basis of outgoing call charges. People in Airtel are highly dissatisfy due to the recreation facilities. 5.➢ On the basis of periodical offers. majority of the people are not satisfied with Airtel. 75% of the peoples are unaware about the various services rendered by their service provider. they do not want to change their present telecom company. ➢ Majority of the respondent says that. (Up to 22 years). majority of people are satisfied with Airtel. SUGGESTIONS: 1. 7. All the service providers should try to increase post paid users. Airtel can try to increase their after sales services. 6. ➢ 74% respondents who are use roaming service are satisfy with the service. they uses roaming services. 2. there are 40% people who are using internet through their cell phone. 38 . ➢ Majority of the people says that. Airtel can try to expand their customer’s network. 3. They charge the caller tune and other facilities without the customer’s permission so this problem should be solved.

So. Airtel is most admired brand then it is Pune. schemes. it leads to adding new features. periodical offers to their service. I am benefited a lot and this will definitely help me a lot in my summer training as well as in the future. Most of the people of Asansol are using Airtel because of its network facility. While surveying I have met a large number people. So. It mostly preferred by the consumers. with different perceptions. Also the outcome that came out from this research work is that in city Asansol telecommunication services are used on wide scale by most of the local person. service providers are increasing in more level. So service provider are should over come another one’s competition. This is an information era significance of information cannot be over emphasized. with different nature. This study attempts to find out the satisfaction of consumer regarding telecommunication service providers. This decade. Also I have gained some new experience about the consumer research. and as a result of this I have learnt a lot of things like how to talk with the different people with different behavior. most of the peoples using cell phones.CONCLUSION After the completion of project I have seen the different aspects of this Winter Training Project. 39 .

the consumers get maximum benefit from their service provider. etc. Because. Duration of the study was three weeks.So. This study is based on the prevailing customer’s satisfaction. 2. CHAPTER-9 LIMITATION OF THE STUDY Though the detailed investigation is made in the present study. But the customer’s satisfaction may change according to time. technology. it is give safety to the men and women also. So most of the persons are also should preferred these cell phones to their children. development. the results may not be applicable to other areas. 1. unit has got the following limitations. And no person are feel cell phones are luxury one. fashion. This study is restricted only to the Asansol city. cell phones are very necessity to all. So. 40 . Now-a-days. 3.

.4. CHAPTER-10 BIBLIOGRAPHY www. Ramaswamy. As per the population of the study is huge.bharti airtel. The study is based on the information and documents provided by the interaction with the various employees and the customers.bussinessdictionary.com www.S.com Wikipedia Reference books-MARKETING MANAGEMENT 41 V.google. Research has been done on only 50 sample respondents from each service providers.Namakumari .com www. S. 5.

...............................................Kothari Vittal CHAPTER – 11 Questionnaire Name: .. Annual Income: ................................ Occupation:..........................RESEARCH METHODOLOGY OPERATION RESEARCH - C................Do you use telecommunication service? (a) Yes (b) No 2.......... ……………….. Address:.......................................R. 1.......................................................................................Which company do you prefer for telecommunication service? 42 ................................

Good (d) Poor (b) No (b) one to two years (d) more than three years 9.How much is your monthly recharge? (a) Less than 500Rs (c) 1000 to1500 5.Do you use internet service? (a) Yes 8. Your opinion about internet service? (a) Very good (c)Satisfactory (b).Which type of service do you use? (a) CDMA (c) Prepaid 4.(a) Airtel (c) Reliance (e) Others 3.How many hours do you talk per day? (a) less than an hour (c) 3 hours to 5 hours (b) Vodafone (d) Aircel (b) GSM (d) Post paid (b) 500 to 1000 (d) more than 1500 (b) 1 hour to 3 hours (d) more than 5 hours 6. Since the past how many years you are the consumer of this company? (a) less than one year (c) two to three years 7. Are you satisfy with the overall service of the company? (a) Yes (b) No 43 .

Would you recommend this telecommunication service to your Friends & Relatives? (a) Yes (b) No 44 .10.If no then.Do you want to change your telecom company in the future? (a) Yes (c) Not Decided (b) No 15. are you satisfy with the service? (a) Yes (b) No 14. which telecom company? (a) Aircel (c) Reliance (b) Vodafone (d) Others 16.Do you use the roaming service? (a) Yes (b) No (b) Network (d) All of these (b) Network (d) All of these 13. what is the reason? (a) Call rates (c) Recreation facilities 11. what is the reason? (a) Call rates (c) Recreation facilities 12.If yes then.If yes then.If yes then.

.......................................................... ......... 45 ....... Any suggestion ................................................. ................................................................................................17...................................................................................................

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