MINI PROJECT FILE

Session 2020-2021
Subject Code: KMBN252

SUBMITTED TO : SUBMITTED BY :

Mrs. Ruchika Vats UTKARSH YADAV

2001920700063

ITM
 G. L. BAJAJ
INSTITUTE OF TECHNOLOGY & MANAGEMENT
GLBITM Approved by A.I.C.T.E. & affiliated to Dr. A.P.J. Abdul Kalam Technical University

Dated:

CERTIFICATE

This is to certify that UTKARSH YADAV has undertaken this Miniproject work entitled

“ Customers Satisfaction on Airtel” for the partial fulfillment of the award of

Master of Business Administration degree from Dr. A P J Abdul Kalam Technical University,

Lucknow (U. P.).

As per best of my knowledge this Mini project work is an original piece of work and has not

been submitted or published elsewhere.

I wish him/ her all the best for his/her bright future ahead.

Project Supervisor
Department of Management Studies
 G. L. BAJAJ
INSTITUTE OF TECHNOLOGY & MANAGEMENT
GLBITM Approved by A.I.C.T.E. & affiliated to Dr. A.P.J. Abdul Kalam Technical University

Dated:

CERTIFICATE
This is to certify that UTKARSH YADAV has undertaken this Miniproject work entitled

“ Customers Satisfaction on Airtel” for the partial fulfillment of the award of

Master of Business Administration degree from Dr. A P J Abdul Kalam Technical University,

Lucknow (U. P.).

As per best of my knowledge this Mini project work is an original piece of work and has not

been submitted or published elsewhere.

I wish him/ her all the best for his/her bright future ahead.

HEAD - MBA
Department of Management Studies
 Declaration

I, Utkarsh Yadav, bearing university Roll No.2001920700063 of

AKTU, Lucknow hereby declare that this research project report

“Customers Satisfaction on Airtel.” has been prepared by me on

the basis of research done during the course of my MBA second

semester under the supervision of Mrs. Ruchika Vats , Department of

Management Studies, G.L. BAJAJ INSTITUTE OF TECHNOLOGY

AND MANAGEMENT, GREATER NOIDA.

UTKARSH YADAV

Roll No: 2001920700063

 ACKNOWLEDGEMENT

Any accomplishment requires the effort of many people

and this work is not different. I am thankful to my faculty

supervisor Mrs. Ruchika Vats mam for supporting me

and guiding me throughout the project. This report would

not have been possible without her help. I would also like

to express my gratitude towards HOD sir, for his

cooperation and giving his valuable time and information

for my thesis preparation.

UTKARSH YADAV
 INDEX
Page No
Chapter-I 1-8

 Introduction
 Objectives of the Study
 Need for the Study
 Scope of the Study
 Methodology
 Limitations of the Study
Chapter-II 9-18
 Company Profile
&
 Industry profile
Chapter –III 19-24
 Theoretical Framework
Chapter –IV 25-33
 Data Analysis and Interpretation.
Chapter –V 34-40
 Findings
 Suggestions
 Conclusion
 Questionnaire
 Bibliography
CHAPTER –I
 INTRODUCTION

Marketing:
Marketing is indeed an ancient art it has been practiced in one way or the other since the
days of adam and eve. Its emergency as a management discipline, however, is of relatively recent
origin. And with in this relatively short period, it has gained a great deal of importance and
stature, in fact today most management thinkers and pratitioners the world over, regarding
marketing as the most important of all management function in any business.

Definition of Marketing:
“Marketing is a social and managerial process by which individuals and group obtain what
they need and want through creating, offering and exchanging products of value with others”.
-Philip Kotler

“Marketing consist of all activities which a company adopts itself to it’s environment-
creativity and profitability”.
-Roy Corey
The Marketing Concepts:
The marketing concept was born out of the awareness that marketing starts with the
determination of customer wants and ends with the satisfaction of those wants the concept puts
the consumer both at the end of the business cycle. It stipulates that any business should be
organized around the marketing function, anticipating, stimulating and meeting customer’s
requirements. The customer, not be corporation has to be the center of the business universe. A
business cannot succeed by sampling products and services that are not properly designed to
serve the needs of the customers. It proclaims, “the entire business has to be seen from the point
of view of the customer”.

1
Marketing Research:
Marketing research is a dynamic subject it has a wide coverage including marketing
studies relating to market product policies mean and methods etc. Marketing research begins
even when production is in the planning stage. It is also continuous through out the lifetime of an
enterprise. It is thus a continuous operating although here may be some adhoc projects taken up
for solving specific problems of enterprise.

Marketing research is the collection and interpretation facts that marketing to get
production Mix efficiently in to the hands of customers. Marketing research encompasses all
information pertinent to this task. It is the systematic objective and exhaustive search from and
study of facts relevant to any problem in the field of marketing.

Definition of Marketing Research:

Marketing research is the systematic problem analysi analysis, model building and fact
for the purpose of improved, model building and fact for the purpose of improved decision
making and control in the marketing of goods and services”.
Philips kotler

“Marketing research serves two major functions, it provides information for decision making and
it develops new knowledge”.
-Robert Ferder

2
 We are one of India’s leading providers of telecommunication services with a nationwide
presence in all the 23 licensed jurisdictions (also known as telecom Circles). We served an
aggregate of 88,270,194 customers as of December 31, 2008; of who 85,650,733 subscribe to
our GSM services and 2,619,461 use our Tele media Services either for voice and/or broadband
access delivered through DSL. We are largest wireless service provider in the country, based on
the number of subscribers as of December 31, 2008. We also offer an integrated suite of telecom
solution to our enterprise customers, in addition to providing long distance connectivity both
nationally and internationally. We have recently forayed into media by launching our DTH and
IPTV services. All the services are rendered under a unified brand “Airtel”. The company also
deploys, ownsand manages passive infrastructure pertaining to telecom operations under its
subsidiary Bharti Infratel Limited. Bharti Infratel owns 42%of Indus Towers Limited. Bharti
Infratel and Indus Tower are the two top providers of passive infrastructure services in India. In
developing a market plan, your primary functions are to understand the needs and desires of your
customer select or develop a product or service that will meet customer needs, develop
promotional material that will make the customer aware, and ensure product or service delivery.

3
 OBJECTIVES

The main purpose and objective for this study is

 To know the signal in their area
 To find out if they are satisfied and aware of the services and offers provided
 To recommend measures for improving the product

4
 NEED FOR THE STUDY

Need of Study increasing competition ever growing market easy availability of the
finances and increasing population of young executives with huge disposable incomes over the
past few years has substantially increased the sales in the communication also the competition
among the dealers of the product as increased with each trying to maximize their customer base .
the study tries understand the key service parameters and reflect upon the dysfunctional areas
thus providing the dealer with an insight into the level of consumer satisfaction and changing
trends of the consumer expectation.

5
 SCOPE OF THE STUDY

Before business can develop marketing strategies, they must understand what factors
influence buyers' behavior and how they make purchase decision to satisfy their needs and
wants.
This study aims towards collecting information about consumers Psychology towards
Airtel and thus helping Airtel in understanding customer's nature and help in developing
strategies which will thus help them in increasing their business.
It is done to understand what consumers consider while going for purchasing Airtel
Products.
By this study we came to know how the organization retaining and sustaining its
customer.
The main purpose of this project is to study consumers buying, behavior and develop
strategies which help Airtel in increasing their market share.
This study is mainly focused on various factors that affect consumers buying decision.
Such as social, psychological and personal.
This study helps to understand the satisfactory level of consumers towards the brand. And
also understanding the consumer attitudes and their buying motives by means of company brand
image.

6
 METHODOLOGY

METHODS OF DATA COLLECTION:

The Data has collected in two ways:

Primary Data:
Primary data are those, which are collected for the first time, and they are
original in character. A suitable combination of Questionnaire techniques, & discussion with
the respondents was used to collect the required Primary data. Primary data gives higher
accuracy and facts, which is very helpful for any research and its findings.

Secondary data: -
Secondary data are those, which are already collected by someone for some purpose
and are available for the present study. Secondary data was collected from the magazines,
websites and other such sources.

Sample Size: 80

7
 LIMITATIONS

 The study is restricted only to AIRTEL, Delhi respondents. The view of their other areas
is not taken.
 Few respondents answer was collected.
 Respondents concentrated where the customers of AIRTEL only.
 Since the researcher selected 50 sample size it is not sufficient to cover opinion of entire
population.
 Time duration in conducting the research is very low.

8
CHAPTER –II

9
 INDUSTRY PROFILE

Indian mobile telephony market is increasing day by day and there is more to happen
with technological up gradations occurring nearly every day and the ever-increasing demand for
easier and faster connectivity, the mobile telephony market is expected to race ahead.
India has a fast-growing mobile services market with excellent potential for the future.
With almost 5 million subscribers amassed in less than two years of operation, India's growth
tempo has far exceeded that of numerous other markets, such as China and Thailand, which have
taken more than five years to reach the figures India currently holds. The number of mobile
phone subscribers in the country would exceed 50 million by 2005 and cross 300 million by
2010, according to Cellular Operators Association of India (COAL). According to recent
strategic research by Frost & Sullivan, Indian Cellular Services Market, such growth rates can be
greatly attributed to the drastically falling price of mobile handsets, with price playing a
fundamental role in Indian subscriber requirements. Subscribers in certain regions can acquire
the handset at almost no cost, thanks to the mass-market stage these technologies have reached
internationally. The Indian consumer can buy a handset for $150 or less. This should lead to
increased subscribership. This market is growing at an extremely fast pace and so is the
competition between the mobile service providers.
With the presence of a number of mobile telephony services providers including market
leaders like Airtel, Reliance, Idea, Vodafone, Tata Indicom etc who are providing either of the
two network technologies such as Global System for Mobile Communications (GSM) and Code
Division Multiple Access (CDMA). In cellular service there are two main competing network
technologies: Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA).
The Company's wireless network runs on a GSM technology. The mobile telephony
services providers Airtel, Vodafone, have been competing aggressively for their market share
with MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has
only become more tough. With major market share in the hands of the likes of Reliance, Airtel,
Vodafone, Idea Cellular the others have been finding it difficult to compete in the market. The
Telecom Regulatory Authority Of India (TRAI) has been playing an important role in keeping a

10
watch on these existing players and bringing new environment as well as policies and reforms
for these Mobile Telephony Service Providers and permitting them to provide mobile telephony
services including permission to carry its own long distance traffic within their service area
without seeking an additional license. TRAI's mission is to create and nurture conditions for the
growth of telecommunications including broadcasting and cable services in the country in a
manner and at a pace which will enable India to play a leading role in the emerging global
information society. The service providers are free to provide, in its service area of operation, all
types of mobile services including voice and non-voice messages, data services and PCO's. The
Operators would be required to pay a one-time entry fee. The basis for determining the entry fee
and the basis for selection of additional operators would be recommended by the TRAI.
Although the cellular services market in India grew during the late 1990s (as the number
of players increased and tariffs and handset prices came down significantly) the growth was
rather marginal. This was because the cellular service providers offered only post-paid cellular
services, which were still perceived to be very costly as compared to landline communications.
Following this realization, the major cellular service providers in India, launched pre-paid
cellular services in the late 1990s. The main purpose of these services was to target customers
from all sections of society (unlike post-paid services, which were targeted only at the premium
segment).

Bharti's Vision
By 2010 Airtel will be the most admired brand in India:
 Loved by more customers
 Targeted by top talent
 Benchmarked by more businesses

INCLUDEPICTURE
"http://bhartiairteLin/fileadminitemplatestmairilimages/brandimages/inverted commas left.jpg"
MERGEFORMATINET “We at Airtel always think in fresh and innovative ways about the
needs of our customers and how we want them to feel. We deliver what we promise and go out
of our way to delight the customer with a little bit more INCLUDEPICTURE

11
“http://bhartiairtelinifileadmin/templates/mairilimages/brand_images/inverted commas ryt.jpg"
\*MERGEFORMATINET )”
Bharti's Mission
To be globally admired for telecom services that delight customers.
We will meet global standards for telecom services that delight customers through:
 Customer Service Focus
 Empowered Employees
 Cost Efficiency
 Unified Messaging Solutions

Board of Directors
Name Designation
Sunil Bharti Mittal Chairman
Chua. Sock Koong Director
Manish Kejriwal Director
Sheikh Faisal Thani Al-Thani Director
V K Viswanathan Director
Shishir Priyadarshi Director
Copal Vittal Managing Director & CEO
Craig Ehrlich Director
Tan Yong Choo Director
Ben Verwaayen Director
D K Mittal Director
Rakesh Bharti Mittal Non-Executive Director

SERVICES
 Mobile- Prepaid Postpaid (2G,30,40).
 Home Phones — Fixed Line - Fixed Wireless Phones
 Broadband & Internet
 Calling Cards

12
 Wireless Internet — Data Card - USB Modem
 Airtel Digital Tv (DTH).

13
 COMPANY PROFILE

Telecom Company Bharti Airtel is the flagship company of Bharti Enterprises. The
businesses at Bharti Airtel have been structured into three individual strategic business units
(SBU's)
1. Mobile services 2. Broadband and telephone services (B&T) 3. Enterprise services
The Mobile services group provides GSM mobile services across India in 23 telecom
circles, while 13&T business group provides broadband & telephone services in 94 cities. The
Enterprise Services group has two sub-units — carriers (long distance services) and services top
corporates. All these services are provided under the Airtel brand
Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private
integrated telecom conglomerate, Bharti Enterprises. In its six years of pursuit of greater
customer satisfaction, Airtel has redefined the business through marketing innovations,
continuous technological up gradation of the network, introduction of new generation value
added services and the highest standard of customer care.
Bharti is the leading cellular service provider, with an all India footprint covering all 23
telecom circles of the country. It has over 25 million satisfied customers.
Bharti Airtel limited is a telecom MNC headquartered in New Delhi India, with a
presence in 20 countries across the world its the 4th largest telecom company in the world in
terms of subscribers base which was over 275 million as on July 201.3. Airtel is also the largest

14
telecom company in India and the second largest in country mobile operator by subscriber base
after china mobile.
Sunil Bharti Mittal is the head of Airtel. Airtel is the largest provider of mobile telephony
and second in terms of fixed telephony and also provides broadband and DTH services. Airtel
became the first Indian company to get gold certification by CISCO.
Cellular telephony was introduced in India during the early 1990s. At that time, there were only
two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered
only post-paid services. Initially, the cellular services market registered limited growth.
Moreover, these services were mostly restricted to the metros. Other factors such as lack of
awareness among people, lack of infrastructural facilities, low standard of living, and
government regulations were also responsible for the slow growth of cellular phone.

15
SWOT ANALYSIS
SWOT analysis is a strategic planning method used to evaluate strength weaknesses,
opportunity and threats involved in a project or in Business. SWOT analysis will give us a quick
review of an organization current status. SWOT analysis for Airtel in India:

STRENGTHS
 Cost advantage
 Current leaders in quality service
 Largest distribution network
 Ability to constantly innovate
 Highly skilled workforce
 Entrepreneurial zeal
 Airtel's increased equity and market cap

WEAKNESSES
 To prove credibility
 Price pressures
 Need for Government support
 Awareness
 Sales and Marketing

OPPORTUNITIES
 To sustain passion and commitment
 Airtel's market share increasing at other service provider expense.
 Attain higher value services
 Collaborative business needs to be explored
 Vertical repeatable solutions.
 Low penetration level in rural markets.

16
THREATS
 Foreign investment
 Global trends moving from G.PS to W.L.L.
 Lack of global parity in telecom tariff
 Other competition

NETWORK OF AIRTEL

CELLULAR SERVICE
Airtel Completes Its 23 Circle All India Footprint Airtel now connects India from the
Indus to the Indian Ocean and from Sabamati to the Brahmaputra on a network of more than
10,000 base stations with cumulative investments of more than Rs. 16,000 crores.

INTERNET INFRASTRUCTURE
Our Internet backbone involves state of the art high-end routers and switches as may
deployed on the best networks across the world to offer you reliable service of unmatched
quality. Three years back we had established satellite based gateway for intemet access. This was
the first gateway by a private operator. Now we have established our fibre gateway on Network
i2i, first private submarine cable owned by us and SingTel.

FIXED LINE INFRASTRUCTURE

Our high quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu,
Karnataka, Madhya Pradesh and Chahattisgarh, intensively covers the most prominent
commercial and business -districts in the country. We provide the power of last mile fixed line
network to bring end-to-end voice and data solutions.

LONG DISTANCE INFRASTRUCTURE

Our 25,000 km advanced fibre-optic cable long distance network covers India's top
200cities. And it powers the services of India's leading private telecom service providers -
cellular, fixed line and internet through Our Long Distance Services.

17
AIRTEL BROADBAND
Bharti Televentures is the fixed line operator business of Airtel. In the recent branding
exercise, all the services have been offered under the Airtel brand. Data is the next driver for
growth. This is clear to the operators who have belatedly realized the implications for having a
pie in all the segments of telecommunications. Hence Bharti ventured in the broadband market.

WIRELESS INTERNET
It Includes:
1. Data Card
2. USB Modem
Data Card
Airtel Data Card is the superior PC Data Card solution which delivers wireless internet
capabilities to laptops and notebooks, by providing EDGE and GPRS technologies in a single PC
Card package. On an EDGE network, Airtel Data Card enables connection to the Internet using
EGPRS. In areas where EDGE services are not available, the Airtel Data Card still enables
reliable and secure data connections over GPRS. Airtel Data Card opens up the true world of
wireless internet and is an ideal companion for a mobile professional, enabling Internet, Email
and Office applications with real-time secure VPN access to corporate applications whilst on the
move. Anytime, Anywhere Connectivity.

USB Modem
Airtel USB Modem is the superior PC solution delivering wireless internet capability to
laptops and notebooks by providing EDGE and GPRS technologies in a single PC Card Package.
On an EDGE network Airtel USB Modem enables connection to the Internet using EGPRS. In
areas where EDGE services are not available, the Airtel USB Modem enables reliable secure
data connections over GPRS. Airtel USB Modem opens up the true world of mobile wireless
internet and is the ideal companion for the mobile professional, enabling Internet and Email
whilst on the move. Anytime- Anywhere Connectivity.

18
CHAPTER-III

19
 THEORETICAL FRAME WORK

Marketing:
Marketing is indeed an ancient art it has been practiced in one way or the other since the
days of adam and eve. Its emergency as a management discipline, however, is of relatively recent
origin. And with in this relatively short period, it has gained a great deal of importance and
stature, in fact today most management thinkers and practitioners the world over, regarding
marketing as the most important of all management function in any business.

Definition of Marketing:
“Marketing is a social and managerial process by which individuals and group obtain what
they need and want through creating, offering and exchanging products of value with others”.
-Philip Kotler

“Marketing consist of all activities which a company adopts itself to it’s environment-
creativity and profitability”.
-Roy Corey
The Marketing Concepts:
The marketing concept was born out of the awareness that marketing starts with the
determination of customer wants and ends with the satisfaction of those wants the concept puts
the consumer both at the end of the business cycle. It stipulates that any business should be
organized around the marketing function, anticipating, stimulating and meeting customer’s
requirements. The customer, not be corporation has to be the center of the business universe. A
business cannot succeed by sampling products and services that are not properly designed to
serve the needs of the customers. It proclaims, “the entire business has to be seen from the point
of view of the customer”.

Marketing Research:
Marketing research is a dynamic subject it has a wide coverage including marketing
studies relating to market product policies mean and methods etc. Marketing research begins

20
even when production is in the planning stage. It is also continuous through out the lifetime of an
enterprise. It is thus a continuous operating although here may be some adhoc projects taken up
for solving specific problems of enterprise.

Marketing research is the collection and interpretation facts that marketing to get
production Mix efficiently in to the hands of customers. Marketing research encompasses all
information pertinent to this task. It is the systematic objective and exhaustive search from and
study of facts relevant to any problem in the field of marketing.

Definition of Marketing Research:

Marketing research is the systematic problem analysi analysis, model building and fact
for the purpose of improved, model building and fact for the purpose of improved decision
making and control in the marketing of goods and services”.
Philips kotler

“Marketing research serves two major functions, it provides information for decision making and
it develops new knowledge”.
-Robert Ferder
Nature and Scope of Marketing Research:
Marketing research is of a comparatively recent origin even through it made a slow
beginning its growth in a short span has been tremendous. It has, in the course of development
sophisticated methods and methodologies in the application of statistical and behavioral science
concepts. The use of marketing research in consumer market is now reasonably wide spread. It
ascertains the position of the company in a specific industry. It indicates the present and future
trends of the industry and thus points out or the company affairs are to be managed. It helps in
the development and introduction of new products. It offers guidance for improving the current
products of the company. It helps the effective of sales management. It can reduce the risk
involved in marketing decision.

21
Elements of Marketing Research:

Marketing Segmentation:
It covers the aspects regarding size and nature of the marketing including export
marketing, dividing the consumers in forms of their age, sex and income. It covers the economic
aspects of marketing.

Sales Search:
It relates to the problem of region variations in sales, fixing sales, priorities,
Measurement of the effective of salesmen, evaluation of sales methods and incentives.

Product Research:
It relates to the analysis of the strength and weakness of existing product, product
testing and problems relating to diversification, simplification, trading up and trading down.

Packaging Research:
In essence it is part of product research. But recent development in packaging
and its combination to advertising has led to it, to occupy in independent position of packaging.
To know the impact and its response in the market has become an independent research field.

Advertising Research:
It undertakes a study releasing to the preparation of the advertisement copy, the media to
be used and the measurement of advertising effectiveness.

Exporting Projections:
This research is intended to study the export potentials of the product.

Demand Projections:
Demand may be estimated in units or value terms and also, the overall growth
rates in key market agreement are often estimated for better sales management.

22
Supply:
Marketing research studies also similarly carries out or analysis of the supply side of the
market. It includes present supply structure. Supply structure refers to the study of how
companies operate in the market and how are sales distributed among them? Secondly study how
differentiated are the products offered market share analysis for brand positioning of each brand,
distribution channels adopted and method of selling, price charged and how they adopted and
corporate image and capabilities, in other words it tries to ascertain how the competitors are
defining their business in terms of consumer groups segments being pursued as reflection by
their marketing mix portfolios.

Business Economic Research:

Problems relating to input and output analysis, forecasting, price and profit
analysis, preparation of break even charts are the main field of this research.

Consumers can evaluate a product along several levels. Its basic characteristics are
inherent to the generic version of the product and are defined as the fundamental advantages it
can offer to a customer. Generic products can be made distinct by adding value through extra
features, such as quality or performance enhancements.
The final level of consumer perception involves augmented properties, which offer less
tangible benefits, such as customer assistance, maintenance services, training, or appealing
payment options. In terms of competition with other products and companies, consumers greatly
value these added benefits when making a purchasing decision, making it important for
manufacturers to understand the notion of a "total package" when marketing to their customers.
Sensations can be defined as the passive process of bringing information from the outside
world into the body and to the brain. The process is passive in the sense that we do not have to be
consciously engaging in a "sensing" process. Perception can be defined as the active process of
selecting, organizing, and interpreting the information brought to the brain by the senses.

23
 METHODS OF DATA COLLECTION:

The Data has collected in two ways:

Primary Data:
Primary data are those, which are collected for the first time, and they are
original in character. A suitable combination of Questionnaire techniques, & discussion with
the respondents was used to collect the required Primary data. Primary data gives higher
accuracy and facts, which is very helpful for any research and its findings.

Secondary data: -
Secondary data are those, which are already collected by someone for some purpose
and are available for the present study. Secondary data was collected from the magazines,
websites and other such sources.

Sample Size: 80

24
CHAPTER IV

25
 ANALYSIS & INTERPRETATION

Analysis & Interpretation:

The responses of the customers are valued in this analysis to find the satisfaction of the
product. The percentage analysis gives the percentage of the respondent's satisfaction with
regards to the various components which drives them to buy the product.

1. Table showing the opinion on signaling at their area

Frequency Percentage(%)
Good Signal 65 81
Bad signal 15 19
Total 80 100

Table 4.1
Apart showing the opinion on signal at their area:
Interpretation:

The above table shows that 81% consumer’s feel that signal of AIRTEL at their area is
good, remaining 19% of them feel that signal is not good.

26
2. Table showing the opinion on customer care services

Frequency Percentage (%)

Satisfied 45 56
Not Satisfied 25 31
Never Used 10 16
Total 80 100

Table 4.2

Chart Showing the Opinion on Customer Care Services

Chart 4.2

Interpretation:

The above table shows that 56% of the customers are satisfied with the customer care
services, where as 31% are not satisfied the remaining 16% doesn’t use customer care services.

27
3. Table showing occupation of different users

Occupation Users Percentage

Student 33 41
Executive 22 28
Household 15 19
OTHER 10 13
total 80 100

Interpretation:

Above graph shows that 41%of the students use the Airtel and least were used by others
with 13%.

28
4. Table showing whether customers use INTERNET services

Frequency Percentage
Using 65 81
Not Using 15 18
Total 80 99

Chart 4.4

Interpretation:

The above table shows that 65% of the customers use internet remaining 18% Not using internet
services.

29
5. Table Showing which feature of AIRTEL convinced you to use Airtel

Convincing Users percentage

Advertisement 26 32
Scheme 17 21
Connectivity 18 23
Goodwill 19 24
total 80 100

Interpretation:

The above table shows that the connectivity of the Airtel is its backbone and it is the main reason
that the consumers are using it and the network is still is in usage and goodwill of the company is
at risk and falling at a huge rate.

30
6. Table showing which service do you use of Airtel

 Mobile service
 Internet
 DTH
 Other

Usage Users percentage

DTH 33 41
Internet 22 28
Mobile Service 15 19
Others 10 13
total 80 100

Interpretation:

From above graph we conclude that 41% users DTH in airtel mobile where as least used
by others by 13%.

31
8. Table showing what type of Airtel service you use?

 Postpaid
 Prepaid
Card Users
Prepaid 45 56
Postpaid 35 44
total 80 100

Interpretation:

The above table shows that earlier prepaid was the favorite of consumers with 55% but
with the flow of time the time this preference has shifted towards the postpaid side having
44%and now they are in demand as earlier only network was used for call's only and now it
provides number of facilities like internet etc.

32
 9. Table showing number of times customers tog into internet Per day

Frequency Percentage (%)

Once 33 41
Twice 22 28
More 15 19
Not Even Once 10 13
Total 80 100

Interpretation:

The above table shows that 32% of the customers are log into internet more than once per
day, 22% twice per day, 15% once per day and the remaining 10% do not use internet services.

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CHAPTER- V

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 FINDINGS

This Chapter deals with the major findings of the study which are as follow

 Airtel is a very successful brand in India as it covers a wide network and is still one of the
best still in network coverage and stands one of the best network in the world and has
covers major of the population coverage.
 Business houses are the major users of Airtel as it is better than all other network's in
broadband coverage and plans are better than any.
 Airtel focuses on its customer's satisfaction but it can provide some more relaxation to its
users and provide some more incentives for its dealers so that they can be more loyal
towards the company and market it better.
 Airtel provides value added packs for its heavy users as to retain them as postpaid
connections are on the rise as compared to prepaid.

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 SUGGESTION

 Following are the few suggestions to AIRTEL for improving the market share and image
of the products concerned.
 Modification must be brought about in AIRTEL, in terms of quality. Its demand should
be increased and provides its consumer with value added services as to retain them.
 In today's age the brand must focus on other areas to market it like Malls, theatre and
crowed area to get attention and market it and gather audience interest.
 Most of the respondents are satisfies with the services provided by Airtel to mobile user
steps to be taken to make customers more satisfied but many are still not aware of phone
plus facility and steps are to be taken to popularize it.
 Many of the respondents are not satisfied with the features provided to prepaid users as
compared to Landline users.

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 CONCLUSION

Airtel is a very successful brand in India & providing customer satisfaction is to be there
main motive, Provides Internet access on the move as people are more dependent on it in their
daily lives like wide network and good 3G services.
Providing customer satisfaction is the most crucial step of the company as they are to be satisfied
and provides Internet access on the move such as Wide network and good 3G services as they
are important and technology advanced stuff required by almost everybody in today's
environment,
Airtel is a home brand and a very successful brand in India and overseas and one of the most
successful brands still to date. It possesses congestion free & wide network, unique value added
& customer services to cover one of the widest areas.
From the details it can be concluded that 70% of Airtel users preferred to remain with Airtel.
Also good number of users who were willing to switch from their respective subscribers showed
interest in Airtel. Hence, these statistics imply a bright future for the company. Also the company
is used mainly by executives who want wide coverage for their operations but the problem of
customer satisfaction still persists with the company and cause of its lacking new customers.
Connectivity is the backbone of the company and it is still the reason why consumers use it and
the most users of the company fall in the youth category and are now using postpaid services as
they are aware of the services provided as the youth is the main target of major of companies as
the country mainly comprises of them.

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 ANNEXURE
QUESTIONNAIRE

Name:

1. Is AIRTEL's signal at your area is good?

A) Yes B) No
2. Are you satisfied with our customer care services?
A) Satisfied B)Not satisfied C)Never used
3. Do you use Internet Services?
A) Yes B) No C) don't know that internet connection was there
4. How many times do you login to internet per day?
A)Once B)twice C)More D) Not even once
5. Maximum recharge per month
A)10-100 B)100-200 C)200-300 D)300-400 E)400-500
F)Above 500
6. Are you using any Offers?
A) Yes B) No
7. Are you satisfied with the offers
A) Satisfied B) Not satisfied C) Never used
8. What is your age?
A) 15-21 years B) 21-28 years C) 28-35 years
9. What is your occupation?
A) Student B) Household C) Professional

10. What type of Airtel service you use?

A) Postpaid B) Prepaid
11. Did you use any other network connection other than AIRTEL
A) Yes B) No
12. Do you feel AIRTEL is better than any other Connections
A) Better B) Not better

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13. Suggest features you think needs improvement
A) Service B) Transparency in Billing C) Call Clarity
D) Any other (specify)

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 BIBLIOGRAPHY

In this project report, while finalizing and for analyzing quality problem in details the
following Books, Magazines/Journals and Web Sites have been referred. All the material
detailed below provides effective help and a guiding layout while designing this text report.

Books:

 Richard I. Levin, David S. Rubin (2004): „Statistics for Management", Prentice. Hall of
India Private Limited, New Delhi, 7th Edition.
 Principles of Marketing —Philip Kotler & Kevin keller edition 12

Websites:
 www.Airtelworld.com
 http://www.airtel.in/

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