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SUMMER TRAINING PROJECT REPORT On CUSTOMER SATISFACTION FOR AIRTEL PRODUCTS AND SERVICES

Submitted in partial fulfillment of the requirement of the Degree of

MASTER OF BUSINESS ADMINISTRATION


Submitted To:
Miss. Lovely Srivastava
(PROJECT GUIDE, FACULTY UIT)

Submitted By:
Alok Kumar Singh MBA (3rd SEM, 2009-11) Roll No.0928470005

UNITED INSTITUTE OF TECHNOLOGY, ALLAHABAD (GAUTAM BUDDH TECHNICAL UNIVERSITY, LUCKNOW)

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TRAINING CERTIFICATE

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COLLEGE CERTIFICATE

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DECLARATION

I ALOK KUMAR SINGH a student of MBA 3RD SEMESTER UNITED INSTITUTE OF TECHNOLOGY, ALLAHABAD ROLL NO- 0928470005 respectively hereby declare that the Project Report on CUSTOMER SATISFACTION FOR AIRTEL PRODUCT AND SERVICES is the outcome of my own work and the same has not been submitted to any other University/Institute for the award of any degree or any Professional diploma.

ALOK KUMAR SINGH ROLL NO-0928470005

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ACKNOWLEDGEMENT
Presenting a Summer Training project of this type is an arduous task, demanding a lot of time. I cannot in full measure reciprocate the kindness shown and contribution made by various persons in this endeavour. I will remember all of them with gratitude. My sincere thanks towards Mr. Arun Gupta (Airtel, Agra), for giving me a chance to take this project and for her valuable guidance, which helped me on all those points, which I needed to include in, with full intensity , for his significant support extended for the successful completion of the project I am extremely gratified to Mr. Arun Gupta (Director Airtel ,Agra), who was extremely helpful in offering his professional expertise and bestowing me practical knowledge in all spheres related to the whole organization working. I am very grateful to our Director Dr. Jagdish Gulati; H.O.D Mr. Sudhir Kumar Sinha , Project Guide Miss. Lovely Srivastava and all faculty members for their excellent guidance in the completion of my project work I am always thankful to my God, for always being with me and showing me the right ways, my family members, for always doing favours to me and my friends and colleagues consistently helped with encouragement and criticism throughout the project work, for always lifting my sights to higher vision, raising my personality beyond normal limitation and for realizing me my strengths and potential, specially my brother, as I did not always welcome her exhortation, try again; you can do better. But this project owes a great deal to it and so do I.

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ALOK KUMAR SINGH

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EXECUTIVE SUMMARY
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. Bharti is the leading cellular service provider, with a footprint in 24 states covering all four metros and more than 100 million satisfied customers Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: Lower tariffs and handset prices over time; Growth in pre-paid customer category; Greater economic growth and continued development of India's economy; Higher quality mobile networks and services; and Greater variety and usage of value added services The project is based on the study of consumer trends, behaviour, preferences and level of satisfaction in Airtel communication Ltd. The study was conducted in Agra with sample size of 50 and sample units were suppliers and Consumer of mobile connection.

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TABLE OF CONTENTS
CHAPTER I
INTRODUCTION COMPANY PROFILE ORGANIZATIONAL STRUCTURE PERFORMANCE OF COMPANY PRODUCTS AND SERVICES

8 9-20 21-25 26-30 31-37 38-48

CHAPTER II
OBJECTIVE AND SCOPE OF THE STUDY THEORETICAL CONCEPTS RESEARCH METHODOLOGY

49 50-51 52-60 61-68

CHAPTER III
ANALYSIS AND INTERPRETATION FINDINGS CONCLUSION & RECOMMENDATIONS

69 70-88 89-91 92-94

CHAPTER IV
LIMITATION OF STUDY ANNEXURE BIBLIOGRAPHY

95 96 97-102 103-104

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CHAPTER-1

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INTRODUCTION

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TELECOM HISTORY SINCE 1842 UNTIL NOW


With the dramatic changes in interpersonal communication over the past decade, Internet messaging has emerged as the primary medium for transferring information quickly, inexpensively, and reliably. However, the growing popularity of wireless telephones has added another dimension to the communications equationmobility. As more Indians rely on cellular communication, this market is expected to see explosive growth over the forecast period. Lets have a review of telecommunication History:-

TELECOM HISTORY
1842: Wireless by conduction 1843: Early electromagnetic research, wireless by induction 1865: Induction and Dr. Loomis

Early radio discoveries


1879: D.E. Hughes and the first radio-telephone reception 1880: The photo phone and the first voice radio-telephone call 1880 to 1900: Radio development begins in earnest 1910: The first car-telephone 1924: The first car-mounted radio-telephone 1937: Early conventional radio-telephone development

The modern era begins


1946: The first commercial American radio-telephone service 1947: Cellular systems first discussed 1948: The first automatic radio telephone service 1969: The first cellular radio system 1973: The Father of the cell phone 1978: First generation along cellular systems begin 1980: Growth of Japanese cellular development 11 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

1981: NMT -- the first multinational cellular system 1982: The rise of GSM 1990: North America goes digital: IS-54

Prehistory (Birth to Bell Labs, 1924)


While puzzling over the mysteries of radio, many inventors worked concurrently on power generation, telegraphs, lighting, and later, telephone. The thorough understanding of electricity required to produce a reliable, practical radio system took a long time and happened in different phases. In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science that could help generate electrical power and, if fully understood and applied, usher in the era of telecommunication.

Michael Faraday - 1791 to 1867


In 1821, Michael Faraday reversed Oberstars experiment and in so doing discovered induction. This helped him build the world's first electricity generator. He worked on different electrical problems in the next ten years, eventually publishing his results on induction in 1831.

Joseph Henry - 1797 to 1878


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In 1830 the great American scientist Professor Joseph Henry transmitted the first practical electrical signal; showing that electromagnetism could do more than just create current or pick up heavy weights -- it could communicate. In a stunning demonstration in his Albany Academy classroom, Henry created the forerunner of the telegraph. While Henry did not pursue electrical signalling, he did help someone who did. And that man was Samuel Finley Breese Morse.

Samuel Morse - 1791 to 1872


In 1837, Samuel Morse invented the first practical telegraph, applied for its patent in 1838 and was finally granted it in 1848. Joseph Henry helped Morse build a telegraph relay or repeater that allowed long distance operation. The telegraph brought the country closer and eventually the world. Morse also experimented with wireless, not by passing signals though the atmosphere but through the earth and water. Without a cable.

Wireless by conduction
On October 18, 1842, Morse laid wires between Governor's Island and Castle Garden, New York, a distance of about a mile. Part of that circuit was under water. However, before he could complete the demonstration a passing ship pulled up his cable, ending it seemed, his experiment. Undaunted, Morse proceeded without the cable, passing his telegraph signals through the water itself. This is wireless by conduction. Over the next thirty years, most inventors and developers concentrated on wire line telegraphy, that is, conventional telegraphy carried over wires suspended on poles. Few tinkered exclusively with wireless since a basic radio theory had not yet been worked out. Telegraphy, however, did produce a good understanding of wireless

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by induction since wires ran parallel to each other and often induced rogue currents into other lines.

Early electromagnetic research


In 1843, Faraday began intensive research into whether space could conduct electricity. In 1864, Maxwell released his paper "Dynamical Theory of the Electromagnetic Field" which concluded that light, electricity and magnetism were all related and that all electromagnetic phenomena travelled in waves.

Induction and Dr. Loomis


In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first person to communicate through wireless via the atmosphere. Between 1866 and 1873, he transmitted telegraphic messages at a distance of 18 miles. At one location, he even flew a metal-framed kite on a metal wire, perhaps taking inspiration from Benjamin Franklin. At another location, a similar kite picked up these signals and noted them with a galvanometer.

Early radio discoveries


Maxwell's 1864 conclusions were distributed around the world and created a sensation. However, it was not until 1888 that Professor Heinrich Hertz of Bonn, Germany, could produce and detect radio waves consistently and reliably. On November 22, 1875, while working on acoustical telegraphy, a science close to telephony, Thomas Alva Edison noticed unusual looking electro-magnetic sparks. D.E. Hughes and the first radiotelephone reception

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From 1879 to 1886, London-born David Hughes discovered radio waves but was told incorrectly that he had discovered no such thing. Discouraged, he pursued radio no further.

Hughes noticed a clicking noise in his home built telephone each time he worked using his induction balance, a device now often used as a metal detector. He transmitted signals from one room to another in his house in London. But since the greatest range there was about 60 feet, Hughes took to the streets with his telephone, intently listening for the clicking produced by his clockwork transmitter, gradually diminishing until it no longer could be heard. Alexander Graham Bell was the man who invented the telephone and made the first call on a wired telephone to Thomas Watson. Bell was also first with radio.

1888 onwards: Radio development begins in earnest


In 1888, the German, Heinrich Hertz, conclusively proved Maxwell's prediction that electricity could travel in waves through the atmosphere. Unlike Hughes, the extensive and systematic experiments into radio waves that Hertz conducted were recognised and validated by inventors around the world. Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them to ring a bell remotely and to explode some gunpowder". Marconi established the first successful radio system. In 1901, his radiotelegraph system sent signals across the Atlantic Ocean. Ships were the first wireless mobile platforms. In 1901 Marconi placed a radio aboard a Thorny croft steampowered truck, thus producing the first land-based wireless mobile transmitting data, not voice.

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In December 24, 1906, Reginald Fessenden accomplished the first radio band wave communication of human speech over a distance of 11 miles, from Brant Rock, Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to telegraph codes, no longer just a wireless telegraph, but a means of verbal communication.

The first car-telephone


From 1910 onwards, Lars Magnus Ericsson, the man who founded Ericsson in 1876, and his wife Hilda, regularly worked the first car telephone. Access was not by radio; instead, there were two long sticks, like fishing rods, handled by Hilda. She would hook them over a pair of telephone wires, seeking a pair that was free. When they were found, Lars Magnus would crank the dynamo handle of the telephone, which produced a signal to an operator in the nearest exchange. Around the same time, the triode tube was developed, allowing far greater signal strength to be developed both for wireline and wireless telephony. No longer passive like a crystal set, a triode was powered by an external source, which provided much better reception and volume.

Later, with Armstrong's regenerative circuit, tubes were developed that could either transmit or receive signals, were stable and powerful enough to carry the human voice and sensitive enough to detect those signals in the radio spectrum. In 1919, three firms came together to develop a wireless company that one day would have a reach across the globe. Heavy equipment maker ASEA, boiler and gas equipment maker AGA and telephone manufacturer LM Ericsson formed SRA Radio, the forerunner of Ericsson's radio division. 16 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

The first car-mounted radio-telephone


Bell Laboratories claims to have invented the first version of a mobile in 1924. It was a two-way, voice-based radiotelephone and the adjoining photograph from their site certainly seems to confirm it.

History of cellular mobile telephony: 1982 to 2001


1980 - First cellular phones began to appear 1982 - Nordic Mobile Telephony (NMT) standard 1983 - American Mobile Phone System (AMPS) standard 1986 - Nordic Mobile Telephony (NMT) 900 MHz 1991 - Commercial launch of the GSM service 1993 - Coverage of main roads GSM services start outside Europe 1994 - Japanese Digital Cellular (JDC) 1996 - USA Personal Communications Systems (PCS)

1982 - The beginning


During the early 1980s, analog cellular telephone systems experienced rapid growth in Europe, particularly in Scandinavia and the United Kingdom, but also in France and Germany. Each country developed its own system, which was incompatible with those of others, in equipment and operation. This was an undesirable situation, because not only was the mobile equipment limited to operation within national boundaries, but also limited to the market for each type of equipment. This scenario in a unified Europe was undesirable.

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The Europeans realized this early on, and in 1982, the Conference of European Posts and Telegraphs (CEPT) form a study group called the Group Special Mobile (GSM) to study and develop a pan-European public land mobile system. The proposed system had to meet certain criteria, which included: 1. Good subjective speech quality. 2. Low terminal and service cost. 3. Support for international roaming. 4. Ability to support handheld terminals. 5. Support for a range of new services and facilities. 6. Spectral efficiency 7. ISDN compatibility. Nordic Telecom and Netherlands PTT proposed to the CEPT the development of a new digital cellular standard that would cope with the ever-burgeoning demands on European mobile networks. The European Commission (EC) issued a directive, which required member states to reserve frequencies in the 900 MHz band for GSM to allow for roaming. 1986 Main GSM radio transmission techniques were chosen. 1987 September - 13 operators and administrators from 12 areas in the CEPT GSM advisory group signed the charter GSM (Group Special Mobile) Mou "Club" agreement, with a launch date of 1 July 1991. The original French name Group Specials Mobile was changed to Global System for Mobile communications; but the original GSM acronym remains.

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GSM SPECIFICATIONS WERE DRAFTED. 1989 1998


In 1989, GSM responsibility was transferred to the European Telecommunication Standards Institute (ETSI), and phase I of the GSM specifications was published in 1990. Commercial services started in mid 1991, and by 1993, there were 36 GSM networks in 22 countries, with 25 additional countries like South Africa, Australia and many Middle and Far East countries opting for GSM. By the beginning of 1994, there were 1.3 million subscribers worldwide. The developers of GSM chose an unproven (at that time) digital system, as opposed to the then standard analog cellular systems like AMPS in the United States and TACS in the United Kingdom. They had faith in the advancements in compression algorithms and digital signal processors to allow the fulfilment of the original criteria and the continual improvement of the system in terms of quality and cost. The European Telecommunications Standards Institute (ETSI) defined GSM as the internationally accepted digital cellular telephony standard.

1990
Phase 1 GSM 900 specifications were frozen DCS adaptation started. Validation systems implemented. First GSM World congress at Rome had 650 participants.

1991
First GSM specification was demonstrated. DCS specifications were frozen. GSM World Congress at Nice had 690 participants.

1992
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January - The first GSM network operator was Oy Radiolinja Ab in Finland. December 1992 - 13 networks were on air in 7 areas. GSM World Congress at Berlin had 630 participants.

1993
GSM was demonstrated for the first time in Africa at Telecom '93 in Cape Town. Roaming agreements between several operators were established. By December 1993, 32 networks were on air in 18 areas. GSM World Congress at Lisbon progressed with 760 participants. Telecom '93 was held in Cape Town. First GSM systems were shown.

1994
First GSM networks in Africa were launched in South Africa. Phase 2 data /fax bearer services were launched. Vodacom became the first GSM network in the world to implement data/fax. GSM World Congress at Athens drew 780 participants. December 1994 -- 69 networks were on air in 43 areas.

1995
GSM MOU was formally registered as an association registered in Switzerland with 156 members from 86 areas. GSM World Congress at Madrid attracted 1400 participants. December 1995 - 117 networks were on air in 69 areas. Fax, Data and SMS roaming started. GSM phase 2 standardisation was completed, including adaptation for PCS 1900. First PCS 1900 network was shown live 'on air' in the USA. Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM. Namibia goes on-line. Ericsson 337 wins GSM phone of the year. US FCC auctioned off PCS licenses.

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1996
December 1996 - 120 networks were on air in 84 areas. GSM World Congress was held in Cannes. GSM MOU Plenary was held in Atlanta GA, USA. 8K SIM was launched. Pre-paid GSM SIM cards were launched. Bundled billing was introduced in South Africa. Libya goes on-line. Option International launches the world's first GSM/Fixed-line modem.

2001
Feb -- GSM Conference held in Cannes. By May 2001 there were 500m GSM 900/1800/1900 users worldwide. 16 billion SMS messages were sent in April 2001. By April, 500 million people are GSM users.

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COMPANY PROFILE

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AIRTEL MOBILE COMMUNICATIONS LIMITED

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-Ventures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of 100 million total customers, on 15 May 2009. Bharti Tele-Ventures vision for its mobile business is To make mobile communications a way of life and be the customers first choice. The mission is to meet the mobile communication needs of the customer through, (1) error free service, (2) products and services & (3) cost efficiency. The Companys strategic objective is to consolidate its leadership position amongst the mobile service providers in India. Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly because of the following factors: Lower tariffs and handset prices over time; Growth in pre-paid customer category; Greater economic growth and continued development of India's economy; Higher quality mobile networks and services; and Greater variety and usage of value added services. Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in all the twenty-two telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited.

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Airtel comes to you from Bharti Cellular Limited - a part of integrated telecom conglomerate, Bharti Enterprises.

the biggest private

Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros and more than 7 million satisfied customers.

OBJECTIVE OF COMPANY
To be a lead Telecom services provider. Build customers confidence through quality and reliable services. Provide bandwidth on demand Contribute towards: National plan target of 10 crore subscriber base for the country by 2010 Broadband customers base of 20 million in the country by 2010 Telephone in all villages. Implementation of Triple play as a regular commercial proposition.

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VISION:
To make mobile communications a way of life and be the customers' first choice.

MISSION:
We will meet the mobile communication needs of our customers through: Error-free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions

CORE VALUE:
We will delight our customer with our simplicity, speed & innovation. We will honour our commitment. We will follow the highest standard of professional integrity & behaviour. We will respect individual, build winning teams and lead by example. We will create a fun filled and friendly workplace.

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BHARTI CELLULAR FOOTPRINT

Bharti is to first achieve critical mass, then drill deep instead of spreading thin. In keeping with this, the company has been providing excellent service to its subscribers in various states. It controls a portfolio of India's most attractive and contiguous telecom geographies, including the states of Maharashtra (excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh and Delhi (inclusive of NCR). With a footprint dominating the map of India, Airtel Cellular accesses over 45% of India's Total telephony potential. With the objective of critical mass achieved, Airtel Cellular turned to drilling deep.

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ORGANISATION STRUCTURE

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AIRTEL DISTRIBUTION SYSTEM


DISTRIBUTION SYSTEM
A proper distribution system is very important for every company because now days the customer wants full service without any pain. Airtel has a deep penetration in the market of prepaid cards, coupons, easy recharge and post-paid cards. I also have seen in the market the happy faces of customers and retailers of Airtel because of the easy availability of Airtel cards and coupons.

BENEFITS OF GOOD DISTRIBUTION SYSTEM


1. Easy availability 2. Satisfied customers 3. Competitive advantage 4. Better market reputation 5. Saves time

DISTRIBUTION SYSTEM OF AIRTEL


1. Organisation (C&FA's) 2. Distributor 3. Retailer

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r g a n i s a t i o n C & F A

i s t r i b u t o r S e v e r a l S

F O

S F O

F O

D R

i f f e r eD n i ft f e r e n i f t f e r e n t D e t a i l R r e s t a i l R re s t a i l e r s e e

i s t r i b u t o r

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ORGANIZATION STRUCTURE

Organisation of AIRTEL provides services through FSO (Full Service Outlets) and DSA (Direct Sales Agent)

MANAGEMENT HIERARCHY AT AIRTEL

" M C V M A I C R E K C D C H I S A T N R N PV ES I R H

A I E

N F

A S

G A

E L

M E S

N A

T N

R I C E E S C I P D H R E I E EN S F T I D G E E N N T A I LN E G S S P T L R A A N T N E I G N C L E S A L E S & HT C GM E

IP C R T E O P E R L E O

P P A E I RD MP P AA E IR RD

M A H A T E IR O A K ND E K A M ME T ATI A O I N RN N A KG

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THREE TYPES OF SALES:


1. Primary Sales - Organisation to Distribution of Prepaid, Postpaid Cards, Coupons, easy recharge etc. 2. Secondary Sales - Distributor to Retailers 3. Tertiary Sales - Retailer to End-users.

PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:


Dealer (Confirms on 570) FOS (Saw that the form is completed and has Accessory papers) Distributor (Activates the card)

PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:


Dealer (Collects of Cash and facilitates in Competition) FOS (Collects the Form)

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PERFORMANCE OF COMPANY

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SWOT ANALYSIS OF AIRTEL

Strengths -:
Investors Faith: Investors faith in Airtel that causes huge monetary support. Strong Administration: Under the leadership of Bharti Cellular Ltd Airtel proved themselves as a well-organized & administrative company. Brand Name: Airtel as a brand is the synonym of success. It is the largest private limited organization of India.

Weakness -:
Lack of Co-Ordination between Deptt. Lack of Choice of Good Pre-paid numbers like XXYY numbers like others providing.

Opportunity -:
Favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can easily modify their tariff plans according to it and gain customer attraction.

Threats -:
Tough COMPETITION: Airtel has to face a tough competition with existing market leaders like Reliance (Reliance is providing Free Outgoing also) Tata indicome, Idea, Vodafone and virgin.

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AIRTEL FSO
FSO - Full Service Outlet
Basically for providing customer services in terms of their queries to build good relation with customers to reach a point of customer satisfaction. Building good customer relation does not only help in expanding sales but also helps in knowing the customer better and knowing the customer further leads to acknowledgement of tastes & preferences of the customer. One of the various ways to reach the customer is through franchisee. It helps the customer to be in touch with a particular business. The franchisee should be at many places to build a strong relation with all segments of customer. It must also have many customer executives so that there are enough people to attend all customers and time can be saved. It leads to instant help to the consumer to be happy and satisfied and the sole purpose of marketing "Customer Satisfaction is achieved.

Outlook Of The Franchisee:


The franchisee was having transparent glasses outside so that anybody can look in that its open from outside from inside the franchisee was beautifully furnished with furniture. Most of the things there was of Red, black and white colour which are colours of Airtel. The franchisee was centrally air-conditioned and has all the necessary things which customer needs like sufficient number of seats, drinking water etc.

Interacting With The Customer's


All the customer's were treated well, when they enters the franchisee the executives greets them. All the executives there listens the customer query very patiently and try there level best to solve it they send the customer to the floor manager.

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For e.g.: For the new connection - The executives first listening to the customer patiently (his needs and preferences) than tell them postpaid and prepaid connection plans which most suited to the customer and helps them to choose the best for them, on the basis of their budget, for what purpose they are buying, how often he will use it etc

Services Provided By Franchisee -:


New Post-paid and prepaid connection New SIM issue Duplicate SIM issue. Coupons and Easy recharge (Value) Bill deposit (In cash and cheque) Solving Customer queries Migration of prepaid connection to post paid connection and vice versa Name and Address change of post paid connection Activation of Roaming and STD Bill details Changing of plans Disconnection of plan Mobile problems Queries regarding broadband, GPRS Queries regarding Land line phone

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Observation -:
The executives there were not fully aware of all plans. For eg. the executives was not aware that on a recharge of 150 the customer would got a talk time of 150 , he come to know about it when the customer said that he got a message from Airtel today about this plan. Customer's of new connection were very unhappy that there connection will be activated after a weak. Customers were not satisfied with the Airtel services. Customer care number doesn't connect easily, it takes a lot of time to connect some-times a day to speak with executive. Many fraud cases were coming. Most of the people are opting for post-paid connection instead of prepaid connection post-paid and prepaid connection plans which most suited to the customer and helps them to choose the best for them, on the basis of their budget, for what purpose they are buying, how often he will use it etc. The franchisee sells 3 to 5 prepaid connections daily. Many customer's were coming with the problem that the plan they are assigned was not opted by them. Radio-connectivity of their system was getting very slow again and again by which the customer's were getting irritated. The customer's who need prepaid connection were getting less preference in comparison to the customer's who need post-paid connection. .

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(a) Customer Care

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Do you need any clarifications on your bills? Do you have any feedback or query on our Products & services? You can call us, send us an Email or meet us in person. We shall be glad to help you out in every possible way.

Contact us by phone
If you are on Airtel; just call us on 121 your Airtel Prepaid phone. If you are on Airtel post-paid, just call us on 121 from your Airtel

All Airtel customer service centers [CSCs] now remain open on all 7 days from 8 A.M to 8 P.M without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to Airtel franchisees all over the country Establishing call centers across the nation to provide single window solutions and convenience to customers. Countrywide Network Management to ensure uninterrupted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all services

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PRODUCTS AND SERVICES

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PREPAID PLANS
Are you wary of committing yourself to a date for making your bill payments? Is it too much of a bother for you to remember dates for bill payments? Do you often end up paying late fees against your monthly utility services bills? Do you end up spending too much if you have the option to pay the bill later? Think over for if one of these represents you, we have a solution for you. Start thinking prepaid is our advice! So what exactly is this prepaid! It is simply a way of going cellular by paying for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talk time for a month, you can buy a recharge coupon which gives you that much talk time on your cell phone. Once that money is exhausted, you can buy another recharge coupon for the same or different denomination depending on your future need. Prepaid allows you to be in control of your cellular expenses even while you are spending. You will be surprised that today In India, Prepaid connections account for almost 60 to 70 percent of the total new entrants into cellular telephony. That is because almost every one of us wants to be in control of our cellular expense.

Advantages of prepaid:
Some of the many advantages that you enjoy with Airtel Pre-Paid... Total Cost Control Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you feel the need to! Now that's what we call complete freedom! No Rentals Buy an Airtel prepaid card without having to pay any rentals! No deposits Your Airtel prepaid card comes without you having to pay heavy deposits! 41 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

STD/ISD facility till the last rupee Now experience complete freedom like never before with Airtel! Our STD/ISD facility allows you to make long distance calls in India and Overseas from your cellular phone! Instant Balance Inquiry Check your talk-time instantly by calling our toll-free number!

60 second pulse Airtel provides you with a 60-second pulse rate! Freedom for you to experience like never before! Instant Recharge Avail of instant recharge on your Airtel prepaid card with just a few simple steps! 24-hour recharge facility with our round-the-clock recharge facility, recharge you Airtel prepaid card anytime, anywhere! Caller Line Identification Call Line Identification gives you the power to know the phone number of the calling party even before you answer the call, thus giving you the choice to either reject or take the call. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. So that the next time you want to call the same person, you don't need to retype his number, simply use your phone book.

Call Divert, Call Hold and Call Wait Avail of special services like call waiting, call hold and call divert all with your Airtel prepaid card! 42 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

Short Messaging Service (SMS) With Airtels Short Messaging Service (SMS), send messages and jokes to your friends and colleagues, anytime anywhere! SMS based Information Services With Airtel's SMS based information services; you can get up to-the-minute cricket scores, order flowers as well as send couriers or check your daily horoscope! Voice Mail service Voice Mail lets you receive messages even when your handset is switched off or when you are outside the coverage area. You can listen to your messages whenever you feel like, from anywhere in the world. Voice Mail can store up to 75 messages, with each message of two-minute duration.

SERVICES AVAILABLE THROUGH BROADBAND


High speed Internet Access: This is the always-on Internet access service with speed ranging from 256 kbps to 8 Mbps. 43 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

Multicasting: This is to provide video multicast services for application in distance education, telemedicine etc Dial VPN Service: This service allows remote users to access their private network securely over the NIB-II infrastructure. Video and Audio Conferencing: Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV What the customer needs in order to be able to use Broadband? Airtel connection Personal Computer with 10/100 Ethernet Port ADSL CPE (Customer Premise Equipment). This can be taken from Airtel at nominal rental per month. When is the service being launched . The Broadband Service has been launched in Bangalore, Chennai, Hyderabad and Kolkata . Soon, it will be extended to more than 200 cities. Does AIRTEL provide PC for broadband access . Airtel has tied up with HCL Info systems Ltd. to launch the Airtel HCL PC for Airtel broadband customers in the country.

AIRTEL LAUNCHES MUSIC MESSAGING SERVICE

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Airtel, one of the leading cellular operators in Maharashtra, Goa, and Daman & Due and today announced the launch of a new innovative service called Music Messaging. The service will allow music lovers to listen to the various songs and then dedicate the same to any other Airtel mobile subscriber along with a personalized voice message. For using the service, the customer simply needs to dial 646 from his mobile and follow the voice prompts. This will lead him to the options Hindi and English songs. There are 10 songs under each option and the customer can either go on to listen to the song clippings of 90 seconds each or move on to the next or previous song. While listening to the song, the subscriber may choose to dedicate the song to some other Airtel Subscriber after recording a 10 second long personalized voice message. The music message will then be received by the person to whom it has been dedicated as a Voice Message with the CLI of the sender. Once delivered, the message begins with the senders voice message followed by a 30 second clip of the song that has been dedicated. The charge for the service is just Rs 7/minute for a 60 second pulse. Announcing the launch of the service, Mr. N.F.Aibara, COO, AirtelMaharashtra said The mobile phone today is no longer just a communication device. Rather it is a driver of self-identity and creative pursuits especially for the youth segment which constitutes about 70 % of the new customers that we enrol every month. We have always sought to provide our customers with new and exciting services that have been made possible through innovation and use of latest technology. The launch of this new service is another step in the same direction as it enables customers to add a musical edge to their messages-nothing can be more powerful than a message in ones own voice along with a song to suit the situation. I am sure this service will be liked by all our customers and more specially the youth

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SIM based Value Added Service -:


LIST OF SERVICES PRESENTLY AVAILABLE IN THE MENU OF THE 64K SIM CARD SERVICES DESCRIPTION 1. NEWS 1. National News 2. International News 3. Business News 4. Entertainment 5. Sports News 2. FINANCES 1. Stocks: NSE BSE NASDAQ 2. FOREX

3. ENTERTAINMENT 1. Games: TAMBOLA etc. 2. TV Schedule 3. Joke

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4. TRAVEL 1. Railways PNR Status Train Schedule Seat availability 2. Airlines Nationals JET Sahara Internationals 5. DOWNLOAD Logos Ring tones Operator logos Customized Logos 6. ASTROLOGY Horoscope Numerology 7. OTHERS Dictionary Flash SMS LIST OF SERVICES PRESENTLY AVAILABLE IN THE MENU OF THE 32K SIM CARD SERVICES DESCRIPTION 1. MY PORTAL 1. Preview 2. Download 3. Delete

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2. NEWS 1. Breaking 2. National 3. International 4. Others -: i. Business ii. Entertainment iii. Sports iv. Health v. Info-tech 3. FINANCE-: 1. Stocks I. NSE ii. BSE iii. NASDAQ 2. FOREX 4. ENTERTAINMENT-: 1. Dating 2. Jokes 3. Contests i. Poll ii. Cinema iii. Music iv. Cricket v. W Cup vi. Bat vii. Acro viii. Celeb

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ix. Book x. Astro 5. TV SCHEDULE 1. Movies i. All channels ii. HBO iii. Star Movies iv. Hallmark v. Zee MGM vi. Zee Cinema 2. Sports i. Star DD. TEN Sports ii. ESPN 3. Serials 6. TRAVEL 1. Airlines i. Jet ii. Indian Airlines iii. Air Sahara 2. Railways i. PNR Status ii. Train iii. Seat Availability 7. DOWNLOADS 1. Logos i. Top logos ii. Operator logos 2. Ring tones i. Top Ring tones

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ii. Regnl tones 3. Picture Messages 8. ASTROLOGY 1. Horoscope i. Aries ii Taurus iii. Gemini iv. Cancer v. Leo vi. Virgo vii. More 2. Numerology 3. Shubh Kaal 4. B'day Forecast 9. CRICKET 1. Scores 2. News 3. Match 10. OTHERS 1. Thought for day 2. Health Tip 3. Dictionary

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51 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

CHAPTER - 2

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OBJECTIVE OF STUDY
To ascertain customer preferences of Wireless landlines and mobile services To ascertain the customer satisfaction level for mobile services as well as mobile services To analyze the customer opinion and satisfaction with specific reference to Airtel To suggest some guidelines to Airtel in order to provide better focused service To determine the status of brand awareness & brand loyalty in order to conclude about brand equity To learn about the brand attributes & their preferences in Airtel

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SCOPE OF THE STUDY


This research study is useful for Airtel to understand the expectations and requirements of customers to serve them in better way. This research was conducted from June 2010-July 2010.

The brand equity was measured in terms of brand attribute preferences, brand awareness, brand loyalty and preferences about the brand. o Comparative Study of Airtel With Other Services o To study the satisfaction level of Customer Care of Airtel To study the satisfaction level of Tariff plan, Network Coverage of Airtel.

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THEORETICAL CONCEPTS

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BUSINESS & MARKETING STRATEGIES

Some Marketing And Business Tools Adopted By AIRTEL As To Promote Its Activities:
Seminars: seminars are conducted at different places by the expert time by time to make people aware. Publicity: publicity is done through various media. Stalls at famous places: they conduct their stall after a particular period of time on the famous and public place to attract them towards themselves. DSA (Direct Sales Agency) Print media Hoarding Banners Advertisement Leaflets Follow ups By KNOP

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Mobile Strategy-:
Capture maximum telecommunications revenue potential with minimum

geographical coverage to maximise its revenues and margins. Build high quality mobile networks by deploying state-of-the-art technology to offer superior services. Use the experience it has gained from operating its existing mobile networks to develop and operate other mobile networks in India and to share the expertise across all of its existing and new Circles. Attract and retain high revenue generating customers by providing competitive tariffs, offering high quality customer support, proactive retention programs and roaming packages across all of its mobile circles. Provide affordable tariff plans to suit each segment of the market with a view to expand the reach, thereby increasing the mobile customer base rapidly. At Airtel, we have always sought to enhance value for you as a customer by providing you the most relevant and easy to use services through innovation and by harnessing the latest developments in technology. In line with this strategy, we have constantly introduced innovative products and services to suit your unique needs and wants. Our services range from CLI to Music Messaging to Lost Call Alerts all to serve you better. Move your mouse over any service from the following menu to get a brief description on what it is all about.

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TRENDS IN MOBILE COMMUNICATIONS


The growth and penetration of sophisticated digital communication systems, infrastructures, and services, has been increasing constantly over the last decade. Examples of these services are the Internet, electronic mail, multimedia, pagers, PDA's, and mobile telephony. From marginal penetration 19 years ago, these systems and services are becoming a commodity in both professional and consumer markets worldwide. The developments in these fields are still going strong. In particular, rapid advances - both in technology and services can currently be observed in wireless and mobile systems that support the communication of different media, such as data, speech, audio, video and control. Current wireless network and mobile phone services roll-out is centered around four available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning systems. The wireless application protocol (WAP), initially carried by second generation GSM and in the future by third generation UMTS wireless networks, will turn the mobile phone into a networked smart-phone capable of low to medium data rate Internet functionalities. Bluetooth will allow for short-range data communication between consumer appliances in a domestic environment. Positioning systems will become integral part of mobile phones such that services can be made dependent on the location of the user in the network. When projecting the progress in mobile networks and services into the future, three developments are of importance. In the first place, we can observe that more and more mobile phone-like devices start to include accessories such as a small keyboard, a display, and a speech interface. Such communication and informationoriented systems are emerging as hybrids between the mobile phone and the wireless laptop personal computer. With higher bit rates supporting more advanced services, the integration of the personal computer and personal communication devices will be pushed even further.

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In the second place, we observe that computing resources are becoming ubiquitously - that is everywhere and at all time - available. We will soon live in an environment that supports us by providing ubiquitous Computing for a wide variety of tasks and services. Daily life consumables, durable products and services already contain an ever-increasing number of sensors, actuators, processing units, and (embedded) software. The personal computer has entered daily life as a necessary commodity, and the development of sophisticated communication systems in today's society relies heavily on the availability of computation resources. Finally, we observe that communication and computing is becoming increasingly personal. The device (and therefore the user) is always on-line, the user is identifiable, the device can be personalized, and the system knows about the users position.

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CELLULAR MOBILE PRICING STRUCTURE AND TRENDS


Successful growth and diffusion of mobile communication services is focusing greater attention on how mobile relates to fixed networks. Accordingly, it is necessary for regulatory authorities to review current frameworks in those instances where regulation might impede the offering of certain pricing structures, such as calling party pays. This issue is critical in putting fixed and mobile networks on an equal footing, so the potential for competition between networks can be exploited. Testing the demand for new pricing structures can be left to the market. Successful growth and diffusion of mobile communication services is focusing greater attention on how mobile communication relates to the Internet and electronic commerce. This report reviews and benchmarks the pricing of emerging services such as short message services. Information services over mobile networks, and policy makers need to review current regulatory frameworks to enhance pricing innovation and competition.

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INDIVIDUAL CUSTOMIZATION
An important trend in our society is agility or mass individualization. Consumer behaviour is much more volatile, much less predictable and increasingly concerned with instant gratification. The expectation is that in due course this trend towards individualization will become a more important factor in the emerging markets too, particularly in the urban areas. As well as setting quality standards for products, this attitude also demands delivery at the right time and in the right place. At any moment, wherever the consumer may be, it has to be possible to satisfy his or her requirements; it is a question of the consumer as a "moving target" and how we can increase our chances of "scoring a hit". In modern thinking about categories of consumers, every consumer has something of this instant consumer in his or her make-up, alongside other possible descriptions, such as "rational", "social" and "responsible". What's more, this can vary according to the product category. One moment, moreover, this instant consumer will be demanding products on the basis of flavour, convenience or cheapness, and in the next breath will be voicing concerns about the environment, animal welfare or his or her own health. The likelihood is that in the long term health, the environment and animal welfare will be significant factors in the concept of quality, as safety already is. Changes in consumption patterns are an important factor in this development. While the retail trade is evolving from supermarket to household service provider in response to mass individualization, consumers are increasingly also obtaining their food through other outlets: company canteens, take-away meals, snack bars, old people's homes etc. "Young couples" in Europe are rapidly moving towards the situation that already exists in the United States, where 50% of the food consumed is prepared outside the home. This places different demands on products in terms of keeping qualities (shelf life), convenience and presentation.

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CONSUMER-DRIVEN TECHNOLOGY DEVELOPMENT


These trends in the market and among consumers generate a demand for a more differentiated and more rapidly changing product range and also call for a different approach to technology development (dedicated production systems). In the future there will have to be product development that takes the dynamic of the market and the divergent wishes of the consumers as its starting point and uses the technologies of the future: biotechnology, separations technology, sensor technology and modern information technology (IT). To achieve this, product development will have to be tackled in a more structured way, and knowledge deriving from different areas of research will have to be integrated more effectively. The development of sensor technology in the agro sector, for instance, requires the integration of materials technology, biotechnology and process technology. New scientific developments also provide interfaces through which the sector may respond to wishes relating to health: both the information about genetic aspects and the new insights into bioactive components - substances that, in low concentrations, affect human health - offer interesting prospects of made-to-measure food! In the future, "made-to-measure food" will also mean, "food produced in a way that the public finds socially acceptable". Such aspects as the environment, animal welfare etc. will play a major role. This will have to be specifically taken into account in the development of technology.

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FROM CHAINS TO FLEXIBLE NETWORKS


As well as imposing requirements in terms of technology development, trends such as mass individualization call for a responsive answer to a sharply fluctuating market demand. This places considerable demands on the organization of agricultural production chains. The full vertical integration of links in a chain can mean a loss of flexibility. It would appear to be more efficient to opt for a continuation of the development of the chain concept; leading to responsive networks that combine the advantage of co-ordination with the flexibility of more loosely linked organizations. These independent organizations work closely together in the flow of goods along the chain in order to achieve the desired "customer value" at the lowest possible cost.

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RESEARCH METHODOLOGY

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Research Methodology
Research Problem:
To study consumer trends, behavior, preferences and level of satisfaction in AIRTEL.

Data Source:
In this study primary data and secondary data have been used. Secondary data have been collected from internet. Data can be obtained from two important sources, namely: 1. Primary Data 2. Secondary Data

1. Primary Data:
Primary data are gathered for the specific purpose or for a specific research project, consist of original information for the fulfilment of project objective. When the data are required for the particular study can be found neither in the internal record of the enterprises nor in published sources. In some cases it may become necessary to collect original data. Primary data can be collected in four ways:1. Observation 2. Survey 3. Interview method 4. Questionnaire method

1. Observation- :
It refers to the way of investigators own direct observation.

2. Survey- :
Data survey can be done by different methods, which are as follows: Through Personal Interviews, Through Telephone Interviews, 65 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

By Mailing Of Questionnaire etc.

3. Interview Method- :
Interview may be defined as the conservation between two or more people, where questions are asked by the interviewer to obtain information from the interviewee. Interview may be of different types: Personal Interview, Telephone Interview, Mail Interview etc.

4. Questionnaire Method-:
Questionnaire is a list of questions to be asked from the respondents. It also contains a suitable space, where the answers can be recorded.

Types of QuestionsThere are different types of questions:

1. Open- Ended Questions-:


A type of question that requires participants to respond in his/ her own words without being restricted to predefined response choices, is known as an Open Ended Question.

2. Close Ended Questions-:


Questions, which restrict the inter viewees answers to predefined response options, are called Close Ended Question. Close Ended Questions gives respondents a finite set of specified responses to choose from:

a) Ranking Questions-:
These questions require the participant to rank the response options listed on a continuum basis in order of preference.

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b) Multiple Choice Questions-:


These questions cover all significant degrees of response. The respondent has to select an option that best describes their feelings.

c) Check List Questions-:


These are the questions, where the participant has the freedom to choose one or more of the response options available. Open and Close Ended Questions are adopted for this study.

2. Secondary Data:
Secondary data are the data, which already exists somewhere. Secondary data provide starting point for research and after that the advantage of low cost and ready availability. Secondary data can be divided into two types: 1. Internal data 2. External data When researcher uses the data that has already been collected by other data are called secondary data. Secondary data can be obtained from journals i.e. internal sources report, government publication and books, professional bodies etc. Internal data are reports and memos generated within an organisation to facilitate its operations and annual report. External data are those specially produce for outside consumption. Secondary data can be collected by different methods: Books, Journals, Magazines, Newspapers, Internet etc. In this report, secondary data are collected by the magazines, newspapers, and internet: Magazines: Business World, India Today etc. Newspapers: 67 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD

The Times of India, The Hindustan Times etc.

Research Design- :
Research design is simply the framework or plan for a study that is used as guide in collecting and analyzing the data. It is blueprint that is followed in completing a study.

Types of Research-:`
1. Descriptive Research-:
Descriptive research is also called Statistical Research. The main goal of this type of research is to describe the data and characteristics about what is being studied. The idea behind this type of research is to study frequencies, averages, and other statistical calculations. Although this research is highly accurate, it does not gather the causes behind a situation. Descriptive research is mainly done when a researcher wants to gain a better understanding of a topic.

2. Exploratory Research-:
Exploratory research are also known as formulative research. The main purpose of such studies is that of formulating a problem. In the case of exploratory research, it focus on discovery of new ideas. Exploratory research provides important finding and establishing various relationship among different variables. It is used to identify and obtain information on a particular problem or issue. An exploratory research is generally based on secondary data that are readily available.

3. Quantitative Research-:
Quantitative research is based on the measurement of quantity or amount. It is applicable to phenomena that can be expressed in terms of quantity.

4. Qualitative Research- :
Qualitative research is concerned with the qualitative phenomenon.

5. Conceptual Research- :
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Conceptual research is related to some abstract, ideas or theory.

Sample Design- :
A sample design is a definite plan determined before any data are actually collected for obtaining a sample from a given population. Samples can be either Probability or Non- Probability Samples.

Sampling- :
Sampling may be defined as the selection of some part of an aggregate or totality on the basis of which a judgment or inference about the aggregate or totality is made. It is the process of obtaining information about an entire population by examining only a part of it.

Types of SamplingThere are two types of sampling :

1) Non- Probability Sampling-:


It is also known as the Deliberate and Judgment Sampling. Items of the sample are selected deliberately by the researcher, his choice concerning the items remains supreme.

2) Probability Sampling-:
It is also known as the Random sampling or Chance sampling. Under this sample design, every item of the universe has an equal chance of inclusion in the sample. There are different types of probability sampling:

a. Simple Random Sampling-:


It is also known as the Chance sampling or Probability sampling , where each and every item in the population has an equal chance of inclusion in the

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sample and each one of the possible samples, has the same probability of being selected.

b. Systematic sampling-:
This procedure is useful when sampling frame is available in the form of a list. In such a design, the selection process starts by picking some random point in the list and then every element is selected.

c. Cluster Sampling and Area Sampling-:


It involves grouping the population and then selecting the groups or the clusters rather than individual elements for inclusion in the sample. Area Sampling is generally done when the total geographical area of interest is big one.

d. Multi-Stage Sampling-:
It is the development of Cluster Sampling. This is done various stages.

e. Stratified Random Sampling-:


It is one in which random selection is done not from the universe as a whole but from different parts or strata of a universe. Use of Sampling: Probability sampling method has been adopted for this study. Researcher has taken samples from AGRA. The researcher has chosen 50 samples from AGRA.

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GRAPHICAL PRESENTATION -:
Diagram is a visual form for presentation of statistical data, highlighting their basic facts and relationship. It refers to the various types of Bars, Circles, Maps etc. Some types of diagrams are as follows:

Line Diagram- :
It is prepared by drawing a vertical line for each item , according to the scale.

Simple Bar Diagram- :


It can be drawn either on horizontal or vertical bar, but bars on horizontal base more common. To make the diagram attractive , the bars can be colour. Multiple Bar Diagram- : It is used for comparing two or more sets of statistical data.

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CHAPTER - 3

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ANALYSIS AND INTERPRETATIONS

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(i) DATA ANALYSIS AND INTERPRATION


(1) Do you have own mobile connection?

A. Yes B. No.

14
Having Mobile Not having mobile

86

The data shows that the total sample size of 50 people taken for research out of which 86% of persons keep mobile with them. Sample size -50

Having mobile Yes No

Respondent 43 7

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(2) How much do you sell (Recharge) in a month?


<5000 5 10 15 25 38 40 5000-25000 10 25 20 15 8 10 25000-50000 25 10 15 10 4 0 50000&Above 10 5 0 0 0 0 Sample size 50

Airtel Idea Vodafone Reliance Tata Uninor

BLUE colour = 5000 RED colour =5000-25000 GREEN colour =25000-50000 PURPLE colour =50000&above

(3) Do you inform about trade schemes?

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Airtel Idea Vodafone Reliance Tata Uninor

Yes 50 40 20 35 20 10

No 0 0 30 15 30 40 Sample size: 50

BLUE Colure RED Colure

= YES = NO

(4) What do you think about distributor support & cooperation of these companies? Airtel Good Average Bad

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Idea Vodafone Reliance Tata Uninor

Good Good Good Good Good

Average Average Average Average Average

Bad Bad Bad Bad Bad

Sample size: 50

BLUE Colour = Good RED Colour = Average GREEN Colour = Bad

(5) What do you think about the Network Quality of these companies?

Good Airtel 45

Bad 5

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Idea Vodafone Reliance Tata Uninor

30 25 35 20 15

20 25 15 30 35 Sample size: 50

BLUE Colour RED Colour

= Good = Bad

(6)Have you been provided any Branding Material of these companies? Yes Airtel Idea 30 15 No 20 35

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Vodafone Reliance Tata Uninor

20 10 5 15

30 40 45 35 Sample size: 50

BLUE Colour RED Colour

= Yes = No

(7) Do you know about VAS (value added services)?

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Yes Airtel 5

No 45

Sample size: 50

BLUE Colour RED Colour

= Yes = No

(8) Which kind of phone you would like use?

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Land line Mobile

The data shows that the total sample size of 50 people taken for research out of which 50% of persons like to use land line phone and 30% person like to use mobile and rest 20% person like to use WLL. Sample size - 50 CONNECTION LANDLINE MOBILE WLL Respondent 25 15 10

(9) Which age group you belong to? (a) 81 UNITED INSTITUTE OF TECHNOLOG, ALLAHABAD 15-20

(b) (c) (d)

20-25 25-35 35- above

15-20 20-25 25-35 35-above

The analysis shows that 14% people from 15- 20 age group, 8% persons from 20-25 age group, 36% persons from 25-35 age group, and 42% of people from 35-above age group keep mobile with them. Sample size - 50 Age 15-20 20-25 25-35 35-above Respondent 7 4 18 21

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(10) What occupation do you have? (a) Business (b) Professional (c) Government Employee (d) Student

The data shows that 50 persons are from, 23 persons are professionals, 16 persons are Private and 5 persons are found retirement 6 person are government employee to consume mobiles. Sample size - 50 Occupation Professional Private Retirement Government Respondent 23 16 5 6

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(11) You would like to take prepaid connection or Post paid connection? a. Prepaid b. Post paid

post paid 20%

pre paid 80%

The research study shows that almost people from the selected segment give priority to Post Paid connection, because of the flexibility and attractive plans for this market segment. Sample size: 50 CONNECTION Pre paid Post paid RESPONDENT 40 10

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(ii)
SR.NO. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 OUT LET NAME Madhu Arora Atul Sharma Deepak Tiwari Vipul Kumar Sushant Vinayak Virender Nagar Dheeraj Jain Mukesh Goyal Rohit Yadav Bharat Gupta Suresh Sharma Harmeet Singh Nirmal Malhotra Vinod Kumar Sunil Singh Unmani Kapoor Predeep Garg Ikbal Singh Jawahar Agarwal Rajat Garg Ritesh Bhardwaj Anjay Dhirendra Mishra Pavan Kumar Lal Singh Dharmendra Raghav Amit Bansal Mahveer Sharma Saurabh Vashishta Vivek Arora Anup Jain Chokhe Lal Akash Kalra Shakti Singh Manoj Sharma Rajesh Gupta Raman Singh Singh Babita Baba Ajeet Shivhare shri girraj Love mobile Sai nath Gurukripa Chanda Bhargawa Mobile Plaza

MARKET ANALYSES

(iii)
OUT LATE TYPE Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones Agra Cellphones CONTACT NO. 9760016580 9760037490 9760443330 9760024470 9997662333 9557766557 9897618533 9897652777 9557343644 9760247947 9897005355 9897310000 9897144404 9897710966 9997144884 9897000700 9897900215 9897497110 9897812411 9997799528 9897031535 9897059877 9760098728 9760471113 9897634017 9329761900 9897462839 9997267589 9760016056 9898190188 9897219269 9997712020 9897766553 9997955784 955700112 9897866778 9760013010 4052105 9425772874 9329546603 9981057537 4070452 9229236214 9907657715 4034581 9826591695 98270117881 9300760389 LOCATION Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra Agra

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50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103

Agarwal Sarasti UshaKiran UshaKiran Sahavitr Gwalior Gupta Laxmi Rathore Bhadawar Navdeep Maa Pitambra Santosh Khushboo Jagdish Pally clinik Harilal Pipariya Nitin S.K. Mobila Maa bhagvati Ashish Oberai Tipoo Chand Gayatri Faiends Goyal Ragav Tanu Guru kripa Quality Vaishnavi Gurukripa Pooja Mohit Govind Kamal Maa Vaishno Kavita Nice Rinku Krishankant Kishore Rahi boot Patel Shive Lavi Ankita Teetu Singe Shivhare Pavan Balaji Mangal

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104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153

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154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207

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208 209 210 211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244 245 246 247 248 249 250

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SURVEY OF AIRTEL
Dear Sir/Madam, We are thankful to you for patronizing AIRTEL. We hope that you are satisfied with the product and quality of the services offered by the Airtel. As there is always scope for improvement, we would like to get your opinion in these areas. I would, therefore, request you to kindly assist us in our efforts by sparing a little time to give us your valuable feedback and suggestions in the feedback form below. Please do not hesitate to inform us of any observation that you think may be relevant. We assure you that we would try to come up to your expectations.

Name: Sex : Age:

Occupation: .... Address: Contact Number: +91989

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1. Which Products of Airtel They Were Selling and Which Not? __________________________________________________________________ __________________________________________________________________ _____________________________________________ 2. Why Were They Not Selling That Particular Product. __________________________________________________________________ __________________________________________________________________ _____________________________________________

3. What Are The Difficulties Faced During Selling The Products. __________________________________________________________________ __________________________________________________________________ _____________________________________________

4. What Is The Level Of Stock Maintained By Them. __________________________________________________________________ __________________________________________________________________ _____________________________________________ 5. Their Feedback In Comparison With The Competitors. _____________________________________________________________________ _____________________________________________________________________ _______________________________________

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FINDINGS

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FINDINGS

The data shows that the total sample size of 50 people taken for research out of which 86% of persons keep mobile with them. The data shows that the total sample size of 50 people taken for research out of which 50% of persons like to use land line phone and 30% person like to use mobile and rest 20% person like to use WLL. The analysis shows that 14% people from 15- 20 age group, 8% persons from 20-25 age group, 36% persons from 25-35 age group, and 42% of people from 35-above age group keep mobile with them. The data shows that 50 persons are from, 23 persons are professionals, 16 persons are Private and 5 persons are found retirement 6 government employee to consume mobiles. The research study shows that almost people from the selected segment give priority to Post Paid connection, because of the flexibility and attractive plans for this market segment. There are 80% customers related to prepaid connection and only 20% related to post paid connection. There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers. There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Network used by the Customers. person are

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There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Network used by the Customers. There is a significant relationship between the Satisfaction of Cost of AIRTEL and Migration of Customers. There is a significant relationship between the Quality of Customer service and Migration of the Customers. There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Tariff Plan. During the rainy season noise in the instrument is a problem. Respondents felt that there was no personalized service to customers. Customers are expecting more number of free calls. With regards to mobile services options are limited hence customers were switching over to other service providers.

The respondents experienced network problems when they used roaming to cities.

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CONCLUSION AND RECOMMENDATIONS

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CONCLUSION
Airtel being a public sector, in order to thrive and excel, have to understand about the Customers expectations. They also have to understand about their competitors and their nuances in understanding their Customers. Since Communication industry is a very competitive one it is high time for Airtel to understand about their Customers in Wireless Landline as well as Mobile services.

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RECOMMENDATIONS
From the research study, it has been found out that the Customers are very particular about the Quality of the Telecom services and hence they want Airtel to increase the Quality of Airtel services by providing the Customers an attractive instrument with new wiring connections. Airtel may also introduce some sales promotion such as cash discounts; Quality discounts hence the promotional activities would further strengthen the market share of the Company. Airtel may reduce the monthly rentals and also the service tax. Caller Ids should be provided immediately after the Customers requisition. Customer care of Airtel needs improvement.

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CHAPTER - 4

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LIMITATIONS OF THE STUDY


Study has been conducted only in few areas of AGRA. For few questions researcher was not able to get proper response which are as follows : Time was not sufficient to conduct detailed study. Monthly Income. There are different problems in AIRTEL Broadband, as the internet connect but disappears frequently. Customers are not satisfied from the Wireless landline service of AIRTEL due to the different problems in Wireless landline services.

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ANNEXURE

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QUESTIONNAIRE

Name: Sex: Age: Occupation:.. Address: Contact Number: +91

Q-1 Do you have an E Top / Lapu / Recharge SIM? AIRTEL IDEA VODAFONE RELIANCE TATA UNINOR YES ( ) YES ( ) YES ( ) YES ( ) YES ( ) YES ( ) NO ( ) NO ( ) NO ( ) NO ( ) NO ( ) NO ( )

Q-2 How much do you sell (Recharge) in a month? AIRTEL IDEA 5000 ( ) 5000 ( ) 5000-25000 ( ) 5000-25000 ( ) 5000-25000 ( ) 5000-25000 ( ) 5000-25000 ( ) 25000-50000 ( ) 25000-50000 ( ) 25000-50000 ( ) 25000-50000 ( ) 25000-50000 ( )

VODAFONE 5000 ( ) RELIANCE TATA 5000 ( ) 5000 ( )

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UNINOR 5000 ( ) 5000-25000 ( ) 25000-50000 ( ) Q-3 How many SIM cards do you sell per month of these operators? AIRTEL IDEA VODAFONE RELIANCE TATA UNINIOR 10 ( ) 10 ( ) 10 ( ) 10 ( ) 10 ( ) 10 ( ) 10-50 ( ) 10-50 ( ) 10-50 ( ) 10-50 ( ) 10-50 ( ) 10-50 ( ) 50-150 ( ) 50-150 ( ) 50-150 ( ) 50-150 ( ) 50-150 ( ) 50-150 ( ) 150 & above ( ) 150 & above ( ) 150 & above ( ) 150 & above ( ) 150 & above ( ) 150 & above ( )

Q-4 How many days An FOS/SPOKE visits to your outlet in a week? AIRTEL IDEA VODAFONE RELIANCE TATA UNINOR ONCE [ ] ONCE [ ] ONCE [ ] ONCE [ ] ONCE [ ] ONCE [ ] TWICE [ ] TWICE [ ] TWICE [ ] TWICE [ ] TWICE [ ] TWICE [ ] THRICE [ ] THRICE [ ] THRICE [ ] THRICE [ ] THRICE [ ] THRICE [ ] DAILY [ ] DAILY [ ] DAILY [ ] DAILY [ ] DAILY [ ] DAILY[ ]

Q-5 Do you inform about trade schemes? AIRTEL IDEA VODAFONE RELIANCE TATA UNINOR YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ]

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Q-6 Have you been enrolled to any current trade scheme of this companies? AIRTEL IDEA VODAFONE RELIANCE TATA UNINOR YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ]

Q-7 From which of these companies you have given any trade schemes recently? AIRTEL IDEA VODAFONE RELIANCE TATA UNINOR YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ]

Q-8 What do you think about distributor support & cooperation of these companies? AIRTEL IDEA GOOD [ ] VERY GOOD [ ] BAD [ ] BAD [ ] BAD [ ] BAD [ ] BAD [ ] BAD [ ] VERY BAD [ ] VERY BAD [ ] VERY BAD [ ] VERY BAD [ ] VERY BAD [ ] VERY BAD [ ]

GOOD [ ] VERY GOOD [ ]

VODAFONE GOOD [ ] VERY GOOD [ ] RELIANCE TATA UNINOR GOOD [ ] VERY GOOD [ ] GOOD [ ] VERY GOOD [ ] GOOD [ ] VERY GOOD [ ]

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Q-9 What do you think about the Network Quality of these companies? AIRTEL IDEA EXCELLENT [ ] GOOD [ ] AVERAGE [ ] POOR [ ] EXCELLENT [ ] GOOD [ ] AVERAGE [ ] POOR [ ]

VODAFONE EXCELLENT [ ] GOOD [ ] AVERAGE [ ] POOR [ ] RELIANCE TATA UNINOR EXCELLENT [ ] GOOD [ ] AVERAGE [ ] POOR [ ] EXCELLENT [ ] GOOD [ ] AVERAGE [ ] POOR [ ] EXCELLENT [ ] GOOD [ ] AVERAGE [ ] POOR [ ]

Q-10 Have you been provided any Branding Material of these compares? AIRTEL IDEA VODAFONE RELIANCE TATA UNINOR YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] YES [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ] NO [ ]

Q-11 Do you know about VAS (value added services)? YES [ ] NO [ ]

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Q-12 If yes, what kind of VAS do you sell more & which company? -------------------------------------------------------------------------------

Q-13 Your expectations & suggestions? --------------------------------------------------------------------------------

Q-14 Do you avail the services of Airtel? (a) YES ( ) (b) NO ( )

If yes why.................................................................

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BIBLIOGRAPHY

BOOKS Marketing Management by Philip Kotler, 9th Edition Research Methods for management by Dr. S. Shajahan, 2nd Edition Principal & Practice of Management by L.M. Prasad, 4th Edition.

MAGAZINES-:
Business World India Today Business India

NEWS PAPERS-:
The Times of India Hindustan Times Dainik Jagran

REFRENCES AIRTELs reports Books & magazine on mobile communication

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WEBSITES & SEARCH ENGINE www.airtelworld.com www.bhartiteleventures.com www.researchandmarket.com www.info-shop.com www.smartmobs.com www.yahoosearch.com www.google.com

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