A SUMMER PROJECT REPORT

On

“CUSTOMER SATISFICATION ON MOBILE POSTPAID CONNECTION”
Submitted in partial fulfillment of the requirement of the

POST GRADUTION DIPLOMA IN MANAGEMENT STUDIES
SubHmitted To: Submitted By: ARUN SHARMA

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ACKNOWLEDGEMENT

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PREFACE
It’s a thing of massive gratification for me to present this Summer Training Project Report on the topic “ Customer Satisfication on Mobile Postpaid Connection in GWALIOR ” completed in an unrivaled organisation ‘AIRTEL, at GWALIOR'. Mobile telephony adoption is on the rise and recent technological innovations have dramatically enhanced the capabilities of the wireless telephone. Leveraging the power of these new capabilities, various business sectors are working together to offer a wide array of services. Each sector is looking for the next "killer application," yet we are still learning about people's information and communication needs while "on the go." The goal of this two-months training is to bring together an international group of 5-8 practitioners and researchers from various sectors of the mobile communications industry. We will discuss the following topic areas and, prior to the workshop; invite participants to identify specific issues that they feel are particularly relevant and timely. I myself have for a long time deeply interested in studying consumer trends & behavior towards mobile industry. I know that even in the areas in which I have a little knowledge, I do not know enough. There are new tasks in these areas for which I am not yet equipped with tested, proven approaches and tools. New areas of challenge and new technology problems has arisen, where I have done 7 little work so far and where I have so far only ignorance rather than even a modicum of knowledge.

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This project attempts to identify and define areas related to consumer behavior regarding new connection services. It also attempts to develop at least first approach to these areas, to think through policies, principles, and practices to accomplish the new tasks and to satisfy the customer needs. By this practical training I am able to equip the manager with the understanding, the thinking, the knowledge, and the skills for todays and also for tomorrow’s market exigency. Initially I was just having the bookish knowledge about all Marketing policies, practices and functions, but after joining this organization, I got most of the practical knowledge. I have come to know, what actually happens in the organizations. Though it is not possible to have the information of all the spheres in market, in such a very short period, but I tried to get more and more about all functions and practices applied in practical working, I have particularly stresses on. This is the boom time for mobile industry. Youths are having keen flair for mobile communication. Now the mobile communications are the fastest growing industry. We can reach to anyone, anywhere across world through mobile connectivity. Just look in the areas they’re in; health, education, banking, insurance, travel, couriers, manufacturing, entertainment, government, computer helpdesks- the list goes on market is going on global, & so the need of communication is emerging day by day… I saw that though the times are hard but if same thing innovative is done, people will get more craze for that. We are fast becoming a part of a new era of management. No longer does a manager sit in an ivory tower and issue directives from a distance. This study, complex as it is, has acquired new dimensions with the dynamic social and technological changes of the past two decades. Changing technologies, cultural diversity,

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more educated work force and awareness of rights and privileges have prompted a new look at the entire organizational structures and systems.

This project report has been painstakingly and thoroughly prepared to cover extensively various facets – both micro as well as macro – of the field of telecommunication marketing. Its coverage is broad and up to date and it is balanced in terms of concept and application. Since customers are the most important asset of any organization, there is increased emphasis on the need for understanding people in a manner to satisfy them through quality of services. The language of the presentation is highly communicative so that it becomes interesting and comprehensible.

This project is intended for a wide audience. It will be useful to not only the students of management, marketing management and consumer behavior, but also to the people in any other field and management practitioners who want to understand and enrich their understanding of consumer trends & effectively manage their sales.

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EXECUTIVE SUMMARY

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

the biggest private integrated

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 all 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 Gwalior with sample size of 100 and sample units were suppliers and consumer of mobile connection

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“TABLE OF CONTENTS”

1) CHAPTER – I  COMPANY PROFILE  VISION & MISSION  AIRTEL MOBILE COMM.  AIRTEL DISRIBUTION SYSTEM  ORGANIZATION STRUCTURE  MOBILE FOOTPRINT  BUSINESS & MARKETING STRATEGIES  PRODUCT PROFILE  LITERARATURE REVIEW 2) CHAPTER – II  OBJECTIVE OF THE STUDY  SCOPE OF THE STUDY  LIMITATIONS OF STUDY  RESEARCH METHODOLOGY  RESEARCH DESIGN  DATA COLLECTION  RESEACH METHOD 3) CHAPTER – III  DATA ANALYSIS & INTERPRETATION  SWOT ANALYSIS 50 57

12 13 14 15 16 18 20 21 25 33

37 37 38 41 47 47 47

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4) CHAPTER – 4  FINDINGS  SUGGESION  CONCLUSION  QUESTIONNAIRE  BIBLIOGRAPHY 60 61 63 66 70

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CHAPTER 1

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COMPANY PROFILE
Bharti Airtel is one of India’s leading private sector providers of telecommunication services based on aggregate of 105195762 customers as of june 30 , 2009 consisting of 102367881 GSM mobile and 52827881 Telemedia customer . The company is the largest GSM mobile Services provider in country, based on number of customer. It has an all India footprint with mobile operation in all 22 licensed jurisdiction (also known as telecom circle). The company also offers an integrated suite of telecom solution to its enterprise customer , in addition to the providing long distance connectivity both nationally and internationally. The company has recently forayed into media by launching its DTH service in October 2008. All these service are rendered under a unified brand Airtel . The company also deploys ,own and manages passive infrastructure pertaining to telecom operation under its subsidiary Bharti Infretel limited . Bharti Infretel own 42% of Indus Tower Limited . Bharti Infratel and Indus Towers are the two top providers of passive infrastructure service in India . . Company share are listed on The stock Exchange , Mumbai (BSE) and The National stock exchange of India Limited (NSE) ..

Partners
The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The company’s mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.

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VISION:
By 2010 Airtel will be the most admire brand in India • Loved by more customers • Targeted by top talent • Benchmarked by more business

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 honours 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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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 TeleVentures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of 100 million total customers. Bharti Tele-Ventures vision for its mobile business is “To make mobile communications a way of life and be the customers first choice”. The vision is to meet the mobile communication needs of the customer through 1) Loved by more customers 2) Targeted by top talents and 3) Benchmarked by more business. The Company’s strategic objective is to consolidate its leadership position amongst the mobile service providers in India. The Indian mobile market, according to the COAI, has increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 29.21 million subscribers as of June 30, 2004. Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8% as of June 30, 2004, is significantly lower than the average mobile penetration rate in other Asian and international markets. The number of mobile subscribers in India is expected to show rapid growth over the next four years. By 2006 it is projected at 50 million by COAI and 44 million by Gartner. 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.

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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 DISTRIBUTION SYSTEM DISTRIBUTION SYSTEM:A proper distribution system is very important for every company because now a days the customer wants full service without any pain. Airtel has a deep penetration in the market of prepaid cards, coupons, easy recharge and postpaid cards. I also 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

4. Customer

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Organisation C&FA

Distributor Several FOS FOS FOS FOS

Different Different Different Retailers Retailers Retailers

Distributor

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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”

"MANAGEMENT HIERARCHY" CHIEF SALES AND MARKETING OFFICER

VICE PRESIDENT MARKETING STRATEGY

VICE PRESIDENT SALES PLANNING

CHIEF GENERAL MANAGER

CIRCLE SALES & MARKETING HEAD

DISTRICT OPERATION HEAD

PRE PAID HEAD CIRCLE

MARKETING HEAD

CHANNEL OPERATION MANAGER

PRE PAID MANAGER

MARKETING SUPPORT MANAGER -A MARKETING SUPPORT MANGER -B

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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 Customer.

PROCEDURE OF ACTIVATION OF POSTPAIDCONNECTION:
Dealer (Collects of Cash and facilitates in Competition) FOS (Collects the Form) Distributor (Activates the card)

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MOBILE FOOTPRINT
The map below depicts the location of, and provides certain information for, Bharti Tele-Ventures' existing mobile circles in India:

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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

geographicalcoverage 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.

Services provided by Airtel:

 

SMS ASTROLOGY IDENTIFICATION CALLER

      

VOICE-MAIL DAIL-A-RINGTONE LOGOS CALLER TUNES MUSIC MESSAGING FLASH MESSAGES BLINKING MESSAGES

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      

JOKES LOVE JOKES YAHOO! MESSAGING YAHOO! MAIL NEWS UPDATES SPORTS RINGTONES

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PRODUCT PROFILE
POST-PAID PLAN:Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way.

Full Value Airtel Post - paid Plan:-

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Airtel 199 Activation Charges Membership Fee Security Deposit 199 199 (converts into security after 24 months) NA

MONTHLY CHARGES (FIXED) (Rs.) Bill Plan Charge 199

MONTHLY CHARGES (OPTIONAL) (Rs.) CLIP Na Airtel Other GSM / Landline / WLL CDMA (10 Digit) .50 1.5 1 1.00 1.5 1

LOCAL RATES (Rs. / .50 Min) STD RATES (Rest. / Min) Incoming (Rs./Min) ISD (Rs. / Min) USA, Canada, Europe 6.4 (Fixed Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), 9.2 SAARC countries, Africa & Rest of the world Cuba, Sao Tome & 40 Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS (Rs.) Local 1 1.5

Roaming 1

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CDMA National International Tariff Packs

1 1.5 5

Rs.49 STD Pack
SMS PACK(Rest./Month)

All STD CALLS @ Re. 1/min

Rs. 30 Pack

75 Local SMS free 200 Local SMS free

Rs. 60 Pack

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Airtel New 299 (Rest.) Activation Charges Security Deposit 299 Nil

MONTHLY CHARGES (FIXED) (Rs.) Bill Plan Charge Rs.299 (Local + STD)

MONTHLY CHARGES (OPTIONAL) (Rs.) CLIP 0 Airtel Other GSM / Landline CDMA (10 WLL Digit) .50 1.50 1 .75 1.50 1 /

LOCAL RATES (Rs. / Min) STD RATES (Rs. / Min)

.50 1.50

Incoming Roaming (Rs./Min) 1 ISD (Rs. / Min) USA, Canada, Europe (Fixed 6.4 Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), 9.2 SAARC countries, Africa & Rest of the world Cuba, Sao Tome & Principe, 40 Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS (Rs.) Local CDMA National 1 1 1.5

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International

5

Tariff & SMS Pack same as per Airtel (Rs. 199)

Airtel New (Rs. 499 local +STD) Activation Charges Security Deposit Rs. 499 NA

MONTHLY CHARGES (FIXED) (Rs.) Bill Plan Charge 499

MONTHLY CHARGES (OPTIONAL) (Rs.) CLIP 0 Airtel Other GSM / Landline CDMA (10 WLL Digit) 0.50 1.0 1 0.75 1.0 1 /

LOCAL RATES (Rs. / Min) STD RATES (Rs. / Min) Incoming Roaming (Rs./Min) ISD (Rs. / Min)

0.30 1.0 1

USA, Canada, Europe (Fixed 6.4 Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), SAARC 9.2 countries, Africa & Rest of the world

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Cuba, Sao Tome & Principe, 40 Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS (Rs.) Local CDMA National International .25 .25 .25 5

Airtel Out of Home Circle:We have established one of the most extensive roaming tie-ups - both national and international- with the best service providers in the respective regions to ensure that you get uninterrupted coverage throughout. We currently provide roaming coverage in more than 1000 cities and major highways across India. We also provide international roaming in 56 countries across 101 networks. :

National Roaming:Our national roaming coverage currently spans across more than a 1000 cities across India. To subscribe to National Roaming, you have to pay the following:

Security Deposit- Rs 500

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Customer Care: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 E-mail 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 Postpaid phone These toll free numbers however, cannot be dialled when you are roaming.

LITERARATURERE VIEW

Customer Satisfaction

The Value of Customer Satisfaction By “Andrew Mennie”, General Manager eGain Communications EMEA What is the connection between customer satisfaction and the bottom line? Ever wondered how much customer satisfaction is worth? We all know and Accept that it is a strategic goal for all organizations involved in the delivery of customer service. Yet in all my experience as a professional in this arena, I have never come across a customer services director who could articulate the Financial value of customer satisfaction to their business. Conversely, I have Never met a customer service Director Who wasn’t measured on it. How Bizarre. Big business is happy to measure it but doesn’t know what its worth. One of the reasons for the difficulty in making the connections, is the Intangibility of customer churn.

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That is to say, how dissatisfied does a Customers have to be before they leave and sign with the competition? What Might be an intolerable experience for one customer may well exceed all Expectations of another. Then there’s competition. What if there isn’t any? Before deregulation how concerned were the large utility companies with Customer satisfaction or British Telecom comes to that. Interesting therefore That the telecoms sector is where war is being waged on customer Satisfaction Could it that be high customer satisfaction attracts new customers and helps retain existing ones? Sounds like that could be worth something. There is no question that customer satisfaction is difficult to measure, but why Is measurement so essential?

As a student I opened my first bank as an adult with a major high street Bank. They attracted me with their offer of a $ 10 deposit to the account. I Stayed with them through the four years of university, through the gradually Increasing overdraft, the unintentional forays beyond the overdraft limit, the lost ATM cards, the replacement cheque books, the minimal deposits, the Regular and very small withdrawals. Except for the penalty charges for the Overdraft excursions the bank made very little money out of me, and in fact Incurred untold cost in maintaining me as a student customer.

All that effort, clearly with the goal of keeping me in my earning years and reaping back their investment. In fact I felt consciously loyal to them at that point and even recognize that it was my turn to pay them back. So why was their customer service so poor once I became a fulltime employee? I stayed with them for several years using them for mortgage service, investment and insurances but eventually churned to one of the first telephone banks. I have been with them a few years now and every time I phone them they are aware of my recent communications with them, request that I have made and they don’t try to sell an unwanted insurance policy at the end of every call.

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Basic Rules for Customer Satisfaction:-

    

Involve top management. Know the customers. Let the customers define what attributes are important. Know the customer’s requirements, expectations, and wants. Know the relative importance of customer decision criteria. Gather and trust data Benchmark the data against competitors, and identify competitive Strengths and weaknesses.

Develop cross-functional action plans that enhance strengths and Correct weaknesses.

Measure performance continually and spread the data throughout The organization.

Be committed to getting better and better and better.

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CHAPTER- 2
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OBJECTIVE OF THE STUDY:-

Creating an awareness to Airtel post-paid customers about the facilities in post-paid connections.

 

Analyzing the problem faced by post-paid customers. Collecting the data bases of different age group of customers interested in different types of toppings offer..

Analyzing the satisfaction level of customer towards post-paid connection.

Scope of the Study:The study is conducted on AIRTEL post-paid user at “AIRTEL RELATIONSHIP CENTER”. The study is confined to the area of Gwalior. The size of the sample was: 100.

LIMITATIONS OF STUDY:-

The present study is subjected to following LIMITATIONS. 1. Method of data collection was through personal interview and therefore bias becomes a major limitation. 2. Due to the time constraints all the customers were not covered. 3. The sample was restricted to 100 customers, which may restrict the scope and completion of study. 4. The scope of study is restricted only to the city of Gwalior. 5. Owing to their pre occupation some customers were unable to answer the complete questionnaire.

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RESEARCH METHODOLOGY
MARKETING RESEARCH:Definition of marketing research is approved by the board of the American Marketing Association (AMA) is: “Marketing research is the functions which links the customer and public To marketer through information used to identity and define marketing Opportunities and problems; generate define and evaluate, marketing Actions, monitor marketing performance, and improve understanding of Marketing as a process”. Simply, marketing research is the systematic design, collection, analysis and Reporting of the data findings relevant to a specific marketing situation facing the company. Careful planning through all stages of the research is a necessity. Objectivity in research is all- important. The heart of the scientific method is The objective gathering and analysis of the information.The function of marketing research within a company is to provide theInformation and analytical inputs necessary for effective.    Planning of future marketing activity. Control of marketing operations in the present. Evaluation of marketing results.

A research may undertake any of three types of research investigations depending upon the problem. These three types of research included.   Basic research Applied research

 Designated fact gathering

BASIC RESEARCH:-

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It is also known as the pure fundamental research which refers to those studies, sole purpose of which is the discovery of new information. It is conducted to extend the horizon in given area of knowledge with no immediate application to existing problem.

APPLIED RESEARCH:It is an attempt to apply the various marketing techniques, which have been Developed as research, first and later on they become applied research techniques. It is an attempt to apply the bassic principles and existing knowledge for the purpose of solving the operational problems.

DESIGNATED FACT GATHERING:It refers to a research where the investigator attempts nearly to gather some predetermined data.

Steps in Marketing Research Process
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Marketing Research Process can be carried out through the following steps: Define the problem and research objectives

Develop the research plan

Collect the information

Analysis and interpretations

Present the findings

DEFINE THE PROBLEM AND RESEARCH OBJECTIVES
In a very sense, this is the heart of the research process. This is the first step, which calls for the marketing manage and marketing research.

RESEARCH PLAN DEVELOPMENT
The second calls for developing the most efficient plan for gathering the needed information. Not to forget the cost or values of research the Marketing manager must estimate process its approval, Research plan calls For decision on

1)Data source
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a. Primary data to be collected for a specific purpose. b. Secondary data collected for another purpose and already some where.

existing

2) Research Approaches: Primary data can be collected in four ways:
1. Observational research 2. Focus group research 3. Survey research 4. Experimental research

3)Research Instruments:
Marketing researchers can use questionnaires in collecting of primary data, because of its flexibility, questionnaires is by for the most common instrument used to collect primary data.

4)Sampling Plan: This plan calls for the three aspects:a) Define the sampling unit. b) Decide the sample size. c) Decide the sampling procedure whether to use probability or non-probability
sampling methods.

5)Contract method:
once the sampling plan has been determined, this has to decide how the subject should be contacted. The choices are mail, telephone or research interviews.

COLLECTION OF INFORMATION:-

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Data collection phase is generally the most expensive and the most phase to error. Carry out the field work, collect data using the instruments, adjust the Problem of not at homes, replaced, refusal to co-operate, biased or dishonest answers.

ANALYSIS AND INTERPRETATIONS:-

The next to last step is to extract pertinent findings from the collected data. The researcher edits, code, tabulate the collected data.

PRESENTATION OF FINDINGS:-

As the last step in marketing research the researchers present the findings. The researchers have to arrange the researched result according to an approved reporting format, get the report typed and bound, present the copies of the report to the concerned authorities.

RESEARCH METHODOLOGY/ DESIGN:The methodology adopted for eliciting the data required for the study was survey method. It is the overall pattern or framework of the project that will dictate as to what information is to be collected, from which sources and by what procedures.

RESEARCH METHOD:-

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Research methodology must be classified on the basis of the major purpose of the investigation. In this problem, description studies have been under-taken, as the objective of the project is to conduct the market share study to determine the share of the market received by both the company and it’s competitors.

DATA COLLECTION:The information needed to further proceed in the project had been collected through primary data and secondary data.

PRIMARY DATA:Primary data consists of information collected for the specific purpose at hand for the purpose of collecting primary data, survey research was used and all the retail outlets sellers using different brands and their competitors were contacted. Survey research is the approach best suited gathering description.

SECONDARY DATA:The secondary data consists of information that already exist somewhere, Having been collected for another purpose. Any researcher begins the research work by first going through the secondary data. Secondary data includes the information available with the company. It may be the finding of research previously done in the field. Secondary data can also be collecte from magazines, newspapers, other surveys conducted by known research agencies etc.

RESEARCH METHODOLOGY:The respondents are the mobile post-paid connection holder with Airtel’s toppings facilities. The survey was carried in only Agra cities of with the sample size of 100. The survey was carried out with the help of a structured questionnaire, which helps in accomplishing the research objectives. The respondents by means of personal interview administer this structured ended questionnaire.

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CHAPTER- 3

DATA ANALYSIS & INTERPRETATION
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PLAN TAKEN BY CUSTOMERS
40 35 30 25 20 15 10 5 0

199

299 PLANS

499

Others

NO OF CUSTOMERS

In my study I found that most of the customers (15%) having Supersaver – 499 plan. Delight 299 - (20%), My Plan 199- (30%) & others (30%) It is shown in the above bar diagram.

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MODE OF PAYMENT
80 70 60 50 40 30 20 10 0

Cash

Cheque

Internet Banking

NO OF CUSTOMERS

In my survey I observed that most of the customers paid their bill through cash (75%) , the rest cheque (25%) & Internet banking (5%).

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Toppings taken by customers

Others 5%

Local SMS pack 25%

STD pack 40%

Local Mobile pack 30%

In my survey I found that most of the customers have taken STD pack (40%). It is shown in the above pie diagram.

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CUSTOMER'S PROBLEM TOWARDS POSTPAID CONNECTION
70

60

50

40

30

20

10

0

Bill Never Get Wrongly Never Get Payment bill on time Charged bill NO OF CUSTOMERS

In my survey I found that most of the customers (65%) have faced their Problems towards bill payment in counter. 25%, 6% & 4% are those who Never receive bill on time, wrongly charged & never get the bill.

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POSTPAID CONNECTIONS SOLD IN THE MONTHS OF 2009
16 14 12 10 8 6 4 2 0

June

July

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OVERALL SATISFACTION
Unsatisfied 5% Excellent 25%

Average 20%

Good 50%

In my survey I found that most of the customer’s view towards Airtel Post paid connections & toppings are Good (50%) & Excellent (25%). But Airtel must take care towards Unsatisfied customers (5%), if the want to stay at top.

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SWOT ANALYSIS OF AIRTEL

Strengths
  INVESTOR’s FAITH: Investor’s faith in Airtel that causes huge monetary support. STRONG ADMINISTRATION: Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an 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 Post 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) Hutch, Idea, Dolphin and Trump.

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CHAPTER-4

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FINDINGS
FINDINGS :-

1) Customers are satisfied with various plans.

2) It was observed that most of the customers expressed their unhappiness over billing services. Either they were wrongly charged or they never received bills on time.

3) Senior citizens are very particular about rentals.

4) Through my survey, I came to know that most of the customers are satisfied with our plans and toppings.

5) Through my survey I observed that most of the customers are using STD pack.

6) I observed that most of the customers like Airtel advertisement and punch-line.

SUGGETIONS

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SUGGESTIONS:-

1) To ensure better customer satisfaction & maintain higher level of Customer relationship management, the billing department has to be more effective & efficient. 2) To retain existing customers means offering the best scheme. This Would automatically attract new customers. Airtel need not spend on advertisement to attract new customers. 3) Airtel should continue to offer the best toppings to stay at the top. 4) There should be no compromise in quality and the network facility.

LIMITATIONS OF STUDY:The present study is subjected to following LIMITATIONS. 1) Method of data collection was through personal interview and therefore bias becomes a major limitation. 2) Due to the time constraints all the customers were not covered. 3) The sample was restricted to 100 customers, which may restrict the scope and completion of study. 4) The scope of study is restricted only to the city of Gwalior. 5) Owing to their pre occupation some customers were unable to answer the complete questionnaire.

CONCLUSION
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CONCLUSION:-

“Good services is the way to retain the clients”
1) AIRTEL CONNECTIONS ARE SELLING BECAUSE OF BEST NETWORK COVERAGE.

2) GOOD RELATIONSHIP OF FOS. & DISTRIBUTOR IS BEING HELPFUL IN SELLING.

3) LARGE MARKET COVERAGE, EASY AVAILABILITY OF POST PAID CONNECTIONS.

ANNEXURES
QUESTIONNAIRE:-

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Title: Customer Satisfaction on Airtel Mobile postpaid & Toppings offer
(A) Customer Name (B) Age (C) Mobile No. (D) Occupation : : : Self Employed Government Employee Non Government Employee Student Others (E) Income per month : Less than Rs 5,000 Rs 5001 to 10,000 Rs 10,001 to Rs 20,000 Above Rs 20,000 [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] :

1. Which plan you are using? (a) My plan-199 (b) 299 - Delight []

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(c) Supersaver-499

(d) Others

2. What do you think before taking the connections? (a) Rental (c) Network coverage (b) Brand Value (d) All of these []

3. How long have you been using Airtel postpaid connection? (a) Less than 6 Months (c) 1 to 2 years 4. How you pay your bill? (a) By Cash (c) By Credit card (b) By Cheque (d) By Internet Banking [] (b) 6 months to 1 year [] (d) More than 2 years

5. Mostly where do you pay your bill? (a) Airtel Relationship Center (c) Drop Box (b) E-seva []

6. Which type of problem you are facing in postpaid connection? (a) Bill payment (c) Wrongly charged (b) Never get bill on time [] (d) Never get bill

7. Are you satisfied with Airtel call center executives? (a) Excellent (c) Satisfied (b) Good (d) Unsatisfied []

8. Are you satisfied with Airtel floor executives?

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(a) Excellent (c) Satisfied

(b) Good (d) Unsatisfied

[]

9. Are you aware of various toppings offer of Airtel? (a) Yes (c) No 10. Which topping you normally use? (a) STD pack (c) Local SMS pack (b) Local Mobile pack (d) others [] (b) some what []

11. Do you know about International topping? (a) Yes (c) Not heard 12. Are you satisfied with Airtel Toppings? (a) Excellent (c) Satisfied (b) Good (d) Unsatisfied [] (b) No []

13. Which company’s advertisement and punch lines you like most? (a) Airtel [Barriers break when people talk ~ Express yourself] (b) BSNL [BSNL, Best hai Mere liye] (c) Idea [An Idea can change your life] [ ]

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(d) Reliance [One nation one tariff] (e) Tata Indicom [ Do more live more]

14. Overall Satisfaction on postpaid connection (a) Excellent (b) Good (c) Satisfied (d) Unsatisfied 15. Would you like to give your suggestions to improve the satisfaction level of customer? (a) Yes (b) No [ ] [ ]

If yes specify your suggestions

BIBLIOGRAPHY

BIBLIOGRAPHY:-

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 TEXT BOOKS Principles of Marketing – Philip Kotler and Gery Armstrong Marketing Research – D.D. Sharma Marketing Research – Green & Tull  Websites: WWW. BHARTIAIRTEL.IN WWW. AIRTEL.IN WWW. GOOGLE.COM

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