A

INTRIM RERPORT

FOR THE RESEARCH PROJECT

ON

“COMPERATIVE STUDY OF CONSUMER SATISHFACTION LEVEL OF

POSTPAID VS PREPAID OFFERE BY AIRTEL”

PREPARED BY:Digen Patel

Roll No: 8NBSU068

SUBMITTED TO:Mr.Vikas Singh

ICFAI NATIONAL COLLEGE SURAT

INDEX

S.NO. PARTICULARS

1. ACKNOLEDGEMENT

2. INTRODUCTION OF TOPIC

3. LITERATURE REVIEW

4. INDUSTRIAL PROFILE

5. COMPANY PROFILE

6. RESEARCH METHODOLOGY

7. QUESTIONNAIR

ACKNOLEDGEMENT

I would like to acknowledge and extend my gratitude to the following persons who have

made the completion of this project possible: First of all I would like to thank our Project

Coordinator Mrs. Megna dangi for her great help. As he is being my Project Coordinator he

provided me very necessary and important guidance and support until the submission of my

project.

Secondly, I would like thank Mr.vikas singh faculty guide of ICFAI NATINAL COLLEGE

SURAT , to provide us such a very exiting opportunity and for their good help to provide a

better coordination and control among all the activities related to completion of the project.

Lastly, I would like to be very thankful to the whole Family of INC SURAT for their

Continuous effort in making the whole Project Activity very much learning and Interesting.

Introduction

Reason for selecting the Topic

“Customer is a king of Market.”There was a time years ago, whatever the seller produces, he sells in the

market and the customer has to buy the same. But in the current scenario due tothe keen

competition in the market, the situation has changed. Now seller has tproduce what customers

want, to sustain in the market.

In the same way to know what customers want, one has to observe the

behavior of the customer. This is the reason why this topic is given importance for selection.

Once marketer understands the mentality, thought process and reaction for

certain product, he can easily grab the market share. Sales are largely bases onthe Customers

then the product and services offered by the marketer. The study of consumer behavior helps

in (1) Product Development and Improvement (2)Launching of new Product (3) Deciding and

targeting to particular MarketSegment (4) Estimating Advertisement and branding Budget.

Objectives of the Research Project

The subject matter for this research Project is to study the behavior of the

customer regarding the Post paid connections offered by Airtel in Pune. Thisproject consists

of different objectives.

They are as follows:

To know the test and preferences of consumer for the Postpaid/prepaid

products

To study the problems faced by the respondents with Airtel service.

To study customer satisfaction level on Airtel post paid/ prepaid connection.

To understand the reaction of consumers by listening to the Brand

To know the current market player and competitors

To study the customers’ thought process

To recommended draw back in light of the finding

Literature review

According to a Frost & Sullivan industry analyst, by 2012, fixed line revenues are expected to touch US$ 12.2 billion while mobile revenues will reach US$ 39.8 billion in India. Fixed line capex is projected to be US$ 3.2 billion, and mobile capex is likely to touch US$ 9.4 billion.

According to a report by Gartner Inc., India is likely to remain the world's second largest wireless market after China in terms of mobile connections. According to recent data released by the COAI, Indian telecom operators added a total of 10.66 million wireless subscribers in December 2008. Further, the total wireless subscriber base stood at 346.89 million at the end of December 2008.

A report by market research firm IMRB stated that the mobile value-added services (MVAS) industry was valued at US$ 1.15 billion in June 2008, and is expected to grow rapidly at 70 per cent to touch US$ 1.96 billion by June 2009.

According to Venture Intelligence, there were nine deals worth US$ 41 million in 2007 in the mobile VAS space, and till August 2008, seven deals worth US$ 91 million had already been finalised. Presently, mobile VAS has a US$ 700 million market with a 20 per cent y-o-y growth, which is likely to touch US$ 3 billion by 2012.

According to the CII Ernst & Young report titled 'India 2012: Telecom growth continues', revenue from India's telecom services industry is projected to reach US$ 54 billion in 2012, as against US$ 31 billion in 2008. According to Mr Prashant Singhal, Telecom Industry Leader, Ernst & Young India, "Going forward, rural telephony, 3G, WiMax and data services will drive sector growth in 2012. The industry will witness sustained growth in mobile services and data revenues. Network expansion will continue in order to support the rural growth."

According to Business Monitor International, India is currently adding 8-10 million mobile subscribers every month. It is estimated that by mid 2012, around half the country's population will own a mobile phone. This would translate into 612 million mobile subscribers, accounting for a tele-density of around 51 per cent by 2012.

Industry profile

The Indian telecommunications industry is one of the fastest growing in the world and India is projected to become the second largest telecom market globally by 2010.

India added 113.26 million new customers in 2008, the largest globally. In fact, in April 2008, India had already overtaken the US as the second largest wireless market. To put this growth into perspective, the country’s cellular base witnessed close to 50 per cent growth in 2008, with an average 9.5 million customers added every month. According to the Telecom Regulatory Authority of India (TRAI), the total number of telephone connections (mobile as well as fixed) had touched 385 million as of December 2008, taking the telecom penetration to over 33 per cent. This means that one out of every three Indians has a telephone connection, and telecom companies expect this pace of growth to continue in 2009 as well. "We are extremely bullish that the growth will continue in 2009. This year, the number of additions will be in excess of 130 million," according to T.V. Ramachandran , Director General, Cellular Operators Association of India (COAI), an industry body that represents all Global System for Mobile communications (GSM) players in India.

According to CRISIL Research estimates, eight infrastructure sectors, which include the telecom sector, are expected to draw more than US$ 345.28 billion investment in India by 2012.

With the rural India growth story unfolding, the telecom sector is likely to see tremendous growth in India's rural and semi-urban areas in the years to come. By 2012, India is likely to have 200 million rural telecom connections at a penetration rate of 25 per cent. And according to a report jointly released by Confederation of Indian Industry (CII) and Ernst & Young, by 2012, rural users will account for over 60 per cent of the total telecom subscriber base.

The Indian telecommunications industry is on a growth trajectory with the GSM operators adding a record 9.3 million new subscribers in January 2009, taking the total user base to 267.5 million, according to the data released by COAI. However, this figure does not include the number of subscribers added by Reliance Telecom.

It is projected that the industry will generate revenues worth US$ 43 billion in 2009-10

Company Profile Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group, has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management.

Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities and has recently launched India's best Direct-to-Home (DTH) service, Airtel digital TV. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand.

We are one of Asia’s leading providers of telecommunication services with presence in all the 22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka. We served an aggregate of 105,195,762 customers as of June 30, 2009; of whom 102,367,881 subscribe to our GSM services and 2,827,881 use our Telemedia Services either for voice and/or broadband access delivered through DSL. We are the largest wireless service provider in the country, based on the number of subscribers as of June 30, 2009. We also offer an integrated suite of telecom solutions 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 these services are rendered under a unified brand “Airtel”.

The company also deploys, owns and 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 Towers are the two top providers of passive infrastructure services in India.  Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE)

Business Divisions

Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers.

The group offers high speed broadband internet with a best in class network. With Landline services in 94 cities we help you stay in touch with your friends & family and the world. Get world class entertainment with India’s best direct to home (DTH) service digital TV in more than 150 cities

Enterprise Services provides a broad portfolio of services to large Enterprise and Carrier customers. This division comprises of the Carrier and Corporate business unit. Enterprise Services is regarded as the trusted communications partner to India's leading organizations, helping them to meet the challenges of growth.

Research MethodologyMethodology is an essential aspect of any project or research. It enables the researches look at the problem in a systematic, meaningful and orderly way. Methodology comprises the sources of data, selection of data, various designs and techniques used for analyzing the data.

Sampling Plan

Type of sampling method adopted: Stratified random samplingA stratified random sample is one where the population is divided into mutually exclusive and mutually exhaustive strata or sub-group and then a simple random sample is selected within each of the strata or sub-groups. Thus, for the purpose of this research project, the population of surat is divided in to the sub-groups on the basis of their income level. And from each strata 10 samples are drawn or tested.

Sample size

The sampling unit for the study is 100, which includes the cell phone users in surat city. The sampling size includes male and female users from different occupation, age. The sampling size was restricted to 100 for want of time. Here, convenient sampling technique has been adopted for collecting the primary data.

Formulate a Hypothesis:Conventional approach to hypothesis testing is to set up two hypotheses instead of one in such a way that if one hypothesis is true, the other is false. Two hypotheses, for this research, are as follow:For prepaid1. Null Hypothesis – H0: Customers are not satisfied.2. Alternative Hypothesis – H1: Customers are satisfied.

For Post paid

1. Null Hypothesis – H0: Customers are not satisfied.2. Alternative Hypothesis – H1: Customers are satisfied.

Limitations of the study:

Though the detailed investigation is made in the present study, uit has got the

following limitations.

1. This study is restricted only to the surat city. So, the results may not be applicable to

other areas.

2. This study is based on the prevailing customer’s satisfaction. But the customer’s

satisfaction may change according to time, fashion, technology, development, etc.

3. As per the population of the study is huge, the researcher has taken only 100 sample

respondents from each service providers.

Questionnaire

Name:- __________________________________________

Address:- _________________________________________

__________________________________________

Age: - Below 20 26 to 30

21 to 26 31 to 35 35 Above

Occupation:- Serviceman Businessman

Student Professional

Income:- ________________

______________________________________________________________________________

1. Have you use mobile? Yes No

2. How many mobile connections do you have? 1 2 3 >3

3. Which Type of mode of services you are using? Prepaid Post paid

4. Which mobile service are you using? Airtel Vodafone Idea Bsnl Reliance

5. Are you happy with that service of Airtel Postpaid/prepaid? Yes No

6. Are you finding any problem in airtel Postpaid /prepaid? If yes : What kind/ type of problem____________________________________________________________________________________________________________

7. Are you satisfied with customer care service when the problems occur? Yes No If yes : What kind/ type of problem ___________________________________________________________________________________________________________

8. Since from you are using Airtel? (If any) < 1 month 1 – 3 months

3 – 6 months > 6 months

> 1 year

9. What do you prefer most in post paid /prepaid connection? Strong Network Coverage Schemes Call Charges VAS

10. What is your opinion on Airtel tariff plans/schemes? Excellent Fine Good Need some change

11. Which feature you like in Airtel service? GPRS Games Net Others

12. Rating of Airtel Postpaid/prepaid services over some parameters. 1 2 3 4 5

I. Coverage II. Call Charges

III. Roaming Facility IV. Schemes V. Customer Care

1=best 2=good 3=average 4=poor 5=worst13. you suggest Airtel to your friends/family?

Yes No

14. Do you get value for money on Hutch service please give the details?____________________________________________________

15. Do you want give any suggestions on Hutch service?__________________________________________________________________________________________________________________________