re Project-2010 Final

8/8/2019 re Project-2010 Final

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Minore Report June 2010

N

AMinor

Project ReportOn

Guided By: - Prepared By:-

PIPS INDORE 1

Prof. :-ADITI NAIDU

1. RAVENDRA KUSHWAHA

2. RAVI SHANKER AHIRWAR 3. RAM BABU JAISWAL4. RAJAT SISODIYASec, C Group No. 32Roll No . 09010116 To 09010120

CUSTOMER SATISFACTIONOF

AIRTEL


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This is to certify that Mr. Ravendra Kushwaha, Rambabu Jaiswal, Ravi shanker Ahirwar and Rajat Sisodiya. They are a regular student of Master of BusinessAdminastration of Pioneer Institute Of Professional Studies an autonomusInstitute Affileted to D.A.V.V.indore has work under my guidance, in the bona fidepreparation of this dissertation entitled Costomer saitisfaction of Airtel

I am fully saitisfy with this project report which is trualy eligible and acceptablefor the 2 nd semester examination of MBA

I wish a great and bright future for his successful life.

Prof. Aditi Naidu(Project guide)

PIPS INDORE 2

CERTIFICATE


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This is to certify that Mr. Ravendra Kushwaha, Rambabu Jaiswal, Ravi shanker Ahirwar and Rajat Sisodiya They are a regular student of Master of BusinessAdminastration of Pioneer Institute Of Professional Studies an autonomusInstitute Affileted to D.A.V.V.indore has work under my guidance, in the bona fidepreparation of this dissertation entitled Costomer saitisfaction of Airtel

I am fully saitisfy with this project report which is trualy eligible and acceptablefor the 2 nd semester examination of MBA

I wish a great and bright future for his successful life.

Prof. Dr. V.K.Jain(Director , PIPS)

ACKNOWLEDGEMENT

PIPS INDORE 3

CERTIFICATE


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IT is indeed a great pride for us to acknowledge a deep gratitude for valuableand mananimous guidance and generous assistance extended to us by Prof.Aditi Naidu Prof. V.K. Jain whose vigilant supervision enabled us to shape up our work.

We are also extrend our heart felt thank to the executives of Airtel for their whole hearted co-operation & valuable help provided to us wherever required.

We are also thankful to different eminent persons of different dealer outlets andall those who have made unnumbered contribution to complete this project.

In last but not least we express our sincere thanks to our entirely faimily andfriends who timely motivated us and support us to complete this work.

RAVENDRA KUSHWAHARAVISHANKER AHIRWARRAMBABU JAISWALRAJAT SISODIA

(MBA-FT, PIPS)

DECLARATION

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WE undersigned Mr. Ravendra Kushwaha, Ravi shanker Ahirwar, RambabuJaiswal, and Rajat Sisodia hereby declared that the present presentationdissertation entitled Customer saitisfection of Airtel is based on our originalwork & our indebteness to other work/publications have been duly acknowledgedat relevant places.

SUPERVISIOR

Prof. Dr. V.K. jain(Director P.I.P.S.)

Prof. Aditi Naidu(Project Guide)

Ravendra KushwahaRavi shankar Ahirwar Rambabu JaiswalRajat Sisodia(MBA-FT, P.I.P.S.)

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Topic Page No.INTRODUCTION 7CONCEPTUAL FRAMEWORK 8DEFINING OF VARIABLES 10CELLULAR INDUSTRY 11LITERATURE REVIEW 14RATIONALE 15OBJECTIVE 16CURRENT SCENERIO 17

RESEARCH METHODOLOGY 19STUDY 20SAMPLE DESIGN 21RESEARCH DESIGN 21

TOOLS FOR DATA COLLECTION 23TOOLS FOR DATA ANALYSIS 23

RESULT AND DISCUSSION 25MAJOR RESULT 26TABLES /CHART 27

DISCUSSION 36RECOMMENDATION 37LIMITATIONS 39

CONCLUSION 41CONCLUSION 42IMPLECATION 43SUGGESTION 44SCOPE FOR FUTURE WORK 45

REFFERENCES 47BIBLIOGRAPHY 48REFFERENCES 48WEBLIOGRAPHY 48

ANNXURES 49QUESTIONNAIRE 50

RESULT OF FACTOR ANALYSIS

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INDEX


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TABULATION OF DATA 52

INTRODUCTION

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CONCEPTUAL FRAMEWORK

Customer Satisfaction

According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome)in relation to his or her expectations. Customer satisfaction is the level of apersons felt state resulting from comparing a products perceivedperformance (outcome) in relation to the persons expectations.

This satisfaction level is a function of difference between perceived

performance and expectations. If the products performance, exceed expectationthe customer highly satisfied or delighted. If the performance matches theexpectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied.

Whether the buyer is satisfied after purchase depends on the offersperformance in relation to the buyers expectations.

Saitisfaction is a persons feeling of pleasure or disappointment resulting fromcomparing a products perceivesd performance (or outcomes) in relation to hisor her expectations.

As this definition makes clear saitisfection is a function perceived performanceand expectations. If the performance falls short of expectation the customer issatisfied . if the performance matches the expectations , the customer is highlysatisfied or delighted.

1 Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. Highsatisfaction or delight creates an emotional affinity with brand.

2 Variety of factors that affect customer satisfaction includes product quality,product availability and after sales support such as warranties and services.Customer satisfaction is seen as a proof of delivering a quality product or service.It is believed that customer satisfaction brings sales growth, and market share. Acompany can always increase customer satisfaction by lowering its price or increasing its services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.

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3 India is on the threshold of a new millennium. India chose for global economy,exposingher to winds of change in the market place, which has expanded vastlyand become fiercely competitive. In the changed environment, decision makersview the marketing concept as the key to success. Marketing in practice has tomanage products, pricing, promotion and distribution.

4 A successful product can be developed by exploding these opportunities.While delivering the value of the consumer we make use of marketing support.This support is based on the knowledge of consumers and distribution. Marketingsupport both at the introduction of products and maturing is considered

5 Marketing, as suggested by the American Marketing Association is "anorganizational function and a set of processes for creating, communicating anddelivering value to customers and for managing customer relationships in waysthat benefit the organization and its stakeholders".

6 The two major factors of marketing are the recruitment of new customers(acquisition) and the retention and expansion of relationships with existingcustomers (base management). Marketing methods are informed by many of thesocial, particularly psychology, sociology, and economics. Anthropology is also asmall, but growing, influence. Market research underpins these activities.Through advertising, it is also related to many of the creative arts.

7 For a marketing plan to be successful, the mix of the four "Ps" 1 i.e.product, price, place, promotion must reflect the wants and desires of theconsumers in the target market. Trying to convince a market segment tobuy something they don't want is extremely expensive and seldom

successful. Marketers depend on marketing research, both formal andinformal, to determine what consumers want and what they are willing topay for. Marketers hope that this process will give them a sustainablecompetitive advantage. Marketing management is the practical applicationof this process. The offer is also an important addition to the 4P's theory.

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DEFINING OF VARIABLES

G.S.M = Global System for Mobile communicationsPREPAID = Amount paid before use

POSTPAID = Amount paid after use SIM = Subscriber Identity Module MOBILE = A device which is use wireless technology

1. Network Coverage : - weather the service provider has wide network or not.

2. Call Rates (ISD, STD, local) :-call rates are that rate which is charged whenyou talk with others.

3. SMS services : - message facility is that facility when one sends textmessage, picture message and MMS to other.

4. GPRS services :- GPRS facility means the internet facility.5. Dialer tone facilities :-when caller dial a call to other he listen some musicor dialogue.6. Ringtone : - ringtone means a tone which is sound when one receives call.7. Voice SMS : -It means the facility when ones mobile is switch off or out of coverage then one can message to him/her verbally.8. Miscall alert : - Miscall alert is the facility provided by the service provider to customer when youre mobile is switch off. It conveys that how many personshave called you.

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HISTORY OF CELLULAR TELECOM IN INDIA

The technology that gives a person the power to communicate any time,anywhere has spawned an entire industry in mobile telecommunication. Mobiltelephones have become an integral part of the growth, success and efficiency of any business/economy.

The most prevalent wireless standard in the world today, is GSM. The GSMassociation (global system for Mobil communications) was instituted in 1987 topromote and expedite the adoption, development and evolution of the GSMstandard for digital wireless communication.

Cellular industry in India

The government of India recognizes that the provision of world classtelecommunication infrastructure and information is the key to rapid economicand social development of the country. It is critical not only for the developmentof the information technology industry, but also has widespread ramifications onthe entire economy of the company. It is also anticipated that going forward,amajor part of the GDP of the country world be contributed by this sector.Accordingly, it is of vital importance to the country that there be a comprehensiveand forward telecommunications policy which creates and enabling frameworkfor development of this industry.

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HISTORY AIRTEL CELLULAR INDUSTRY

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The BhartiGroup, has a diverse business portfolio and has created global brands in thetelecommunication sector. Bharti has recently forayed into retail business as Bharti RetailPvt. Ltd. under a MoU with Wal Mart for the cash & carry business. It has successfullylaunched an international venture with EL Rothschild Group to export fresh agri productsexclusively to markets in Europe and USA and has launched Bharti AXA Life InsuranceCompany Ltd under a joint venture with AXA, world leader in financial protection and wealthmanagement. Airtel comes to you from Bharti Airtel Limited, Indias largest integrated andthe first private telecom services provider with a footprint in all the 23 telecom circles. BhartiAirtel since its inception has been at the forefront of technology and has steered the courseof the telecom sector in the country with its world class products and services. Thebusinesses at Bharti Airtel have been structured into three individual strategic businessunits (SBUs) - Mobile Services, Airtel Telemedia Services & Enterprise Services. Themobile business provides mobile & fixed wireless services using GSM technologyacross 23 telecom circles while the Airtel Telemedia Services business offers broadband &telephone services in 94 cities. The Enterprise services provide end-to-end telecomsolutions to corporate customers and national & international long distance services tocarriers. All these services are provided under the Airtel brand.

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

Bharti Airtel Limited (Bharti Airtel or the Company) (formerly Bharti Tele-Ventures Limited- BTVL) was incorporated on July 7, 1995 under the laws of India for promotinginvestments in telecommunication services. Bharti Airtel together with its subsidiaries ishereinafter referred to as the Group. The Group is a leading telecommunication serviceprovider in India.

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BROADBAND AND TELEPHONE

SERVICES

In September 1994, the GoI announced guidelines for private sector entry into the fixed-line telecommunication services, which provided for the granting of licenses for theprovision of fixed line services to one new licensee in each of the telecommunicationcircles. Within each circle, the new licensees would compete with Mahanagar Telephone Nigam Limited (MTNL) (in Delhi and Mumbai) and Bharat Sanchar NigamLimited (BSNL) (in all other circles). The licenses would be valid for a period of 15

years. The Group obtained the licenses from the DoT to provide fixed line services inMadhya Pradesh, Delhi, Haryana, Karnataka and Tamil Nadu circles. These licenceswere granted by the DoT on a non-exclusive basis.The revenue share percentages have been fixed by the GoI at 10%,

8% and 6% of the AGR for A, B and C categories of circles,respectively.

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LITERATURE REVIEW

A customer also called client, buyer or purchaser is usually used to a current or potentialbuyer or user of the products of an individual or organization, called the supplier, seller or vendor. This is typically through purchasing or renting goods or services.

Customer satisfaction means taking complete care of customer by giving himcomplete knowledge about the product and tell all the feature of that particular product . Customer Satisfaction = expectations perceptionscustomer is define as any one who receives that which is produce by the individual or organization that has value. Customer expectation is continually increasing.

SERVICES = services is an intangible products that are not goods (tangibleproducts)

Service organization

accounting banking, cleaning, consultancy, education, insurance, know how, medicaltreatment, transportation. Sometimes services are difficult to identify because they areclosely associated with a good; such as the combination of a diagnosis with theadministration of a medicine .

Service marketingManagement process through which services move from concept to the customer. As aphilosophy, it is based on thinking about the business in terms of customer needs andtheir satisfaction. As a practice, it consists in coordination of four elements called 4P's:(1) identify of product, (2) determination of its price, (3) selection of a distribution

channel to reach the customer's place, and (4) development and implementation of apromotional strategy. Marketing differs from selling because

Marketing management-kotler,keller,koshy,jha13 th editionA south asian perspective

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RATIONALE

Achieving high customer satisfaction is a competitive strategy used by mostmarketers and in a competitive market like the Cellular service industry, anorganization must attain high levels of customer satisfaction. This study shallhelp to assess the level of customer satisfaction amongst the customers of Airtel.This level of customer satisfaction was helpful in understanding where and howAirtel needs to improve its service.

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OBJECTIVES

To assess the level of customer satisfaction of AirTel in the city of Indore.

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CURRENT SCENERIO

Bharti Airtel- Bharti Tele-Ventures LTD (BTVL) is the largest cellular service provider in India, with more than 127 million subscribtions as of March 2010. With this,Bharti is now the world's third-largest, single-country mobile operator and sixth-largestintegrated telecom operator. It also offers fixed line services and broadband services. Itoffers its TELECOM services under the Airtel brand and is headed by Sunil BhartiMittal. The company also provides telephone services and broadband Internet access(DSL) in top 95 cities in India. It also acts as a carrier for national and international longdistance communication services. The company has a submarine cable landing station atChennai, which connects the submarine cable connecting Chennai and Singapore.It is known for being the first mobile phone company in the world to outsourceeverything except marketing and sales. Its network operations are provided by Ericsson,

business support by IBM and transmission towers by another company. Ericsson agreedfor the first time, to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enables the company to provide pan-India

phone call rates of Rs. 1/minute (U$0.02/minute).The businesses at Bharti Airtel have always been structured into three individual strategic

business units (SBU's) - Mobile Services, Airtel Telemedia Services & EnterpriseServices. The mobile business provides mobile & fixed wireless services using GSMtechnology across 23 telecom circles while the Airtel Telemedia Services business offers

broadband & telephone services in 95 cities and has recently launched a Direct-to-Home(DTH) service, Airtel Digital TV. Shahrukh Khan is the brand embassador of the mobilecompany and Kareena Kapoor and Saif Ali Khan are the brand embassadors of the DTHcompany. The company provides end-to-end data and enterprise services to the corporatecustomers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through thegateways and landing stationGlobally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base,

behind China Mobile and China Unicom. In India, the company has a 24.6% share of thewireless services market, followed by 17.7% for Reliance Communications and 17.4%for Vodafone Essar In January 2010, company anonced that Manoj Kohli, JointManaging Director and current Chief Executive Officer of Indian and South Asianoperations, will become the Chief Executive Officer of the International Business Groupfrom 1st April 2010. He will be overseeing Bharti's overseas business. Current Dy. CEO,Sanjay Kapoor, will replace Manoj Kohli and will be the CEO with effective from 1stApril, 2010.

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Airtel customers

Subscriber base

The Airtel subscriber base according to COAI - Cellular Operators Association of Indiaas of January 2010 was:

Chennai - 4,656,675 Delhi - 1,822,208 Mumbai - 3,003,201 Kolkata - 2,746,100 Madhya Pradesh - 6,212,992 Gujarat - 5,112,601 Andhra Pradesh - 12,425,791 Karnataka - 12,153,094 Tamil Nadu - 8,033,771 Kerala - 3,076,728 Punjab - 4,581,187 Maharashtra - 6,518,134

Uttar Pradesh - 3,653,016 Uttar Pradesh East - 8,462,726 Rajasthan - 9,925,141 West Bengal & Andaman and Nicobar Islands - 5,070,213 Himachal Pradesh - 1,273,922 Bihar - 10,338,828 Orissa - 3,836,091 Assam - 2,194,310 North East. States - 1,357,383 Jammu and Kashmir - 1,804,047

The total is 131,714,243 or 32.86% of the total 404,349,733 GSM mobileconnections in India till December 2009; and presently the Number 1 operator inIndia.

Source :- http://airtel.in

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http://airtel.in/http://airtel.in/


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RESEARCH METHODOLOGY

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STUDY

The study is conclusive in nature.Primary objective: the aim is to study of level of customer satisfaction of airtel atINDORE.

Data collection :- primary data collection questionnaireSecondary data collection- http://www.airtel.in

Venue :- Indore

Research Approach :- Survey Method

Research Instrument :- Questionnaire

Sample size :- 50

Sample method :- Simple Random sampling

Sample Unit :- AirTel customer of Indore city

SOURCES OF DATA

The study undertaken there to be mainly based on the primary datai.e. structured questionnaire is designed. The study also containssecondary data i.e. data from authenticated websites and journals forthe latest updates just to gain an insight for the views of variousexperts.

METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the thingspresentable and more effective. The results are shown by tables whichwill help me out in easy and effective presentation and hence resultsare being obtained.

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SAMPLE DESIGN

We are take only 50 customers of the airtel subscribers.

RESEARCH DESIGN

The design for this study is Exploratory and random sampling.

DATA COLLECTION

The data is collected randomly irrespective of the category of thecustomers in the form of questionnaire and the sample size is 50respondents. Because it is a pilot study and due to time constraint thesample size is small.

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Research Definition

The word research is derived from the Latin word meaning to know. Itis a systematic and a replicable process, which identifies and definesproblems, within specified boundaries. It employs well-designedmethod to collect the data and analyses the results. It disseminatesthe findings to contribute to generalize able knowledge. The maincharacteristics of research presented below are:

Systematic problem solving which identifies variables and testsrelationships between them, Collecting, organizing and evaluating data. Logical, so procedures can be duplicated or understood by others Empirical, so decisions are based on data collected Reductive, so it investigates a small sample which can be

generalized to a larger population Replicable, so others may test the findings by repeating it. Discovering new facts or verify and test old facts. Developing new scientific tools, concepts and theories, this wouldfacilitate to take decision.

For the proper analysis of data simple statistical techniques such aspercentage were use. It helps in making more generalization from thedata available. The data which will be collected from a sample of population was assumed to be representing entire population wasinterest. Demographic factors likeage, income and educationalbackground was used for the classification purpose.

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TOOLS USED

TOOLS FOR DATA COLLACTION

A Descriptive Study was carried out whereby customers of airtel customerswas contacted and data collected from them to gain an understanding of the levelof their satisfaction on various service parameters such as call clarity, customer service, application available, pricing, billing, etc.Data was collected with the help of structured questionnaire. A sample size of 50customers was taken as it was felt by us as this is an adequate sample size.

TOOLS FOR DATA ANALYSIS

Simple tabulation was primarily used to analyze the data. The mean/averageswhere needed was computed and data was presented in the form of a bar graph.

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EXPECTED OUTCOMES

1. We expect to find how many customers are satisfied with Airtel services inindore city. 2. We finally expect the research to bring out the areas where Airtel needs toimprove its services.

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RESULTS AND DISCUSSION

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MAJOR RESULTS

1. From the below discussion it depict that Airtel is the most

excellent and good service provider as 90% respondent satisfiedwith the service of the company is excellent.

2. Most of the customer want to prefer prepaid connection.3. Most of the customer aware of value added services which are

provided by airtel industry.4. Most of the professionals and businessman use postpaid

services of airtel industry.5. Airtel network coverage is very strong.6. Most of the customer is satisfy with airtel call charge is

reasonable.

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TABLES /CHARTS

Occupation

Professionals Student Businessman Employee Others8 22 11 8 116% 44% 22% 16% 2%

0

5

10

15

20

25

Professional Student Business Employee Others

Interpretation: - As the area of the study is in Indore where the wefind most of the student.

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No. of Respondent


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Income

0 to 10,000 10,000 to 20,000 20,000 to above24 16 1048% 32% 20%

0

5

10

15

20

25

0-10,000 10,000-20,000 20,000-above

Interpretation: In this study most of the respondents of airtel cellularservices are in the income (less then Rs.10,000 P.M.)

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No. of Respondent


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Q. 2. Please specify how many members in your family use Airtelservice?

More then 5 4 Persons 3 Persons Less then 2

Persons

None

2 8 13 17 104% 16% 26% 34% 20%

02468

1012141618

More then 5 4 persons 3 persons less then 2 none

Interpretation: Only 4% responded said all family members use airtelservice(more then 5), 16%respondents family only 4 members use airtel , 26%respondent only 3 persons use airtel cellular service in his family, 34%respondent less then 2 persons use airtel in his family And 20% respondent notany family member use airtel cellular services.

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No. of Respondent


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Q. 3. Since when have you been using Airtel services?

Less 6 months 6 months More then 1 year 1 4 452% 8% 90%

0

10

20

30

40

50

Less 6 months 6 months More then 1 yrs

Interpretation: 90% of airtel customers have been using cellular services for more then 1 year 2% customers have been using airtel cellular services, lessthen 6 months and 8% customers have been using airtel cellular services 6months.

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No. of Responded


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Q. 4. Which Airtel service do you use?

Prepaid Postpaid Value added service45 5 090% 10% 0%

0

10

20

30

40

50

Prepaid Postpaid VAS

Interpretation: Most of customers (90%) of airtel cellular services is haveprepaid connection. and only 10% customers use postpaid service of airtel thereis not any customers of Value added service in indore city.

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No. of Respondent


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Q.5. . Which of the following value added services provided by Airtelcellular company, are you aware of-

Call holdonly

Call forwardonly

Voice mailonly

STD/ISDonly

More than2 VAS

None

8 6 4 10 22 016% 12% 8% 20% 44% 0%

0

5

10

15

20

25

call hold callforward voicemail STD/ISD more than2VAS

None

Interpretation: In indore city most of customers aware about company valueadded services 44% customers know about minimum 2 value added services, ,16%,12%,8%,and 20% know about only one value added service like call hold,call forward, voicemail and STD/ISD respectably

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No. of

respondent


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Q.6. Please indicate your level of agreement for following statements byticking the box applicable.

Statements Stronglydisagree(1)

Disagree(2)

Neither agree nor disagree(3)

Agree(4)

Stronglyagree(5)

(a).I get accurate and helpful informationwhen i call Airtel customer care.

2 4 6 28 10

4% 8% 12% 56% 20%(b).I get proper attention to mycomplaints from Airtel.

1 5 6 28 10

2% 10% 12% 56% 20%(c).The call clarity of Airtel is good. 0 3 4 22 21

0% 6% 8% 44% 42%(d).Bills received from Airtel are timelyand accurate.

0 0 0 5 0

0% 0% 0% 10% 0%(e).Call rates of Airtel are reasonable. 2 9 8 27 4

4% 18% 16% 54% 8%(f).Coverage of Airtel is poor. 18 28 1 2 1

36% 56% 2% 4% 2%(g). value added services are helpful (likehallo tunes,news,cricket score etc., )

3 4 11 22 10

6% 8% 22% 44% 20%Total respondent 26 53 36 134 56

Average Rating 8.52% 17.38% 11.8% 43.94% 18.36%

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Level of agreement

0

5

10

15

20

25

30

1 2 3 4 5

n u m

b e r o

f r e s p o n d

Accurate(a)

Proper (b)

Callclarity(c)

Billreceived(d)Callrate(e)

Coveragepoor(f)

VAS (g)

Interpretation: - In this chart show Number of customers strongly disagree8.52%, disagree is 17.38%, neither agree nor disagree is 11.8%, agree is43.94% and strongly agree is 18.36%.Hence, there are most of the customers satisfy with airtel cellular service.

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Q.7. Please indicate your overall satisfaction level with Airtel cellular services.

Completelysatisfied

Satisfied Neither satisfied nor dissatisfied

Dissatisfied Extremelydissatisfied

13 32 5 0 026% 64% 10% 0% 0%

0

5

10

15

20

2530

35

comp.saitisfied N S N DS Extremlydissatisfied

Interpretation:-Here we are find out result that the customers satisfaction of airtel

cellular services is good because of customer which is completely satisfy is 26%and satisfy is 64% nobody extremely dissatisfy of the airtel cellular service.

DISCUSSION

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This report is definitely beneficial for us because through this research we havegot

1. We have learnt many more things about the airtel company.2. we got many queries from customers side.3. We also know about customers problems and their suggestions.4. Some customers were not interested for giving the information about the

airtel Services because they had time constraint.5. We found some problems for collecting secondary data.

6. Some customers is very loyal for airtel cellular services because they areusing airtel cellular services from long time.

Finally we can say that satisfaction level of the customers for the airtelcompany is positively high (90%).

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RECOMMENDATION

RECOMMENDATION

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1- The cellular companies should adopt for high advertisement of its

services, the awareness about the facilities provided to the customers isvery low.

2- At present most people perceive mobile telephone as an item for emergency. The company should try to position it as a necessity .

3- There is great amount of market potential, which the company should tapimmediately .

4- Majority of the customers feel that the rates of services are high .Thisperception should be change by advertising that cellular provide high

quality services.5- Different promotional schemes should be followed by the companies.

6- The company should try to lower down the call rates.

7- Cash counters should be setup at major places in the city to facilitatedtimely payment of bills.

8- It is propose to provide itemized bills free of cost to the subscribers onceevery six months. This bill help to boost the confidence of the subscribers

in the service providers.9- Cellular services provide a wide range of features, which the subscribers

are not aware of its services. These must be made known to them throughheavy publicity.

10- Information about the product and the schemes should be distributed on awider scale and follow up conducted regularly.

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LIMITATION

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LIMITATION OF THE STUDY

Carrying the survey was a general learning experience for us but wealso faced some problems, which are listed here :

1- The method of data collection through questionnaires is relativelymore time consuming and slowest of all, specially when the sample is largeand recalls upon respondent are necessary.

2- Generally the respondents were busy in their work and were notinterested in responding rightly.

3- Most respondents were not maintaining proper knowledge of various services provided by the company, so they were unableto provide exact information

4- Some of the respondents were using the service first time of their company and they were not able to properly differentiateamong their product.

5- The method of data collection is an expansive method speciallywhen large and widely spread geographical location is taken.

6- The result would be based on the answer obtained from fiftyrespondents only because of time constraint.

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CONCLUSION

CONCLUSION

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Cellular market is currently booming in India. It is a market where largenumber people are aware of different facilities and features offered anddifferent technology used by different brands.

It is due to this era of competition and low awareness, that the customer satisfaction assumes great significance. As the saying goes ..

If you dont care for your customers, somebody else will

Today the companies are intent on building stronger bonds with their customers and more stress is being laid on retaining the customers rather than acquiring the new ones. The charges for the services offered being moreor less the same; the competition lies in providing better services to thesubscribers. It is in this regard that customer satisfaction is considered the topmost priority.

IMPLECATION

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This report will be implicated to improve companys services for their customers.

Company can easily find customers needs and wants through this research(Report).

And this report definitely will be in the favor of company and their customer.Company will provide different offers to their customer after getting thesuggestion from customer side.

SUGGESTION

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1. There should not be any charge when customer call to the customer care.2. Short message services (sms) services should be at lower rates.

3. Full talk time should be given in small value voucher.4. Internet speed should be proper.5. Introduce new night packed schemes.

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SCOPE FOR FUTURE WORK

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SCOPE FOR FUTURE WORK

This project brings into focus the satisfaction level of customers of airtel cellular services. This project is based on the services provided by airtel at Indore .It willhelp us to know what customer was feel about the services provided by the airtelbesides giving us an inside into the problems faced by the subscribers it alsohelps to focus on the various expectations of the customers of airtel. By askingthe subscribers to give suggestions regarding the services offered to them, weable to find new areas of improvement so that various steps can be taken is andwhen required.

This report will help to the new researcher and company in future work.

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REFERENCES

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REFERENCES Journals

The Indian Telecom Industry, IIM Calutta, Vatsal Goyal, 2007

BIBLIOGRAPHY

Marketing management --Philip Kotler,Kevin lane Keller, Abraham Koshy, Mithileshwar Jha, Edition

12 th, Published by Dorling Kindersley (India) Pvt. Ltd., Licensees of Pearson

Education in South Asia., Copyright c 2007 Dorling Kindersley (India) Pvt. Ltd.

Research methodology _

--C.R. Kothari 2 nd revised edition, Publishers by new age international (p) ltd,Copy right (c) 2004,1990,1985, new age international (p) ltd

WEBLIOGRAPHY

http://airtel.inwww.airtel world .comwww.businesstoday.comwww.timesofindia.com

www.scibd.com www.marketresearch.com

NEWS PAPERSThe Economics Times 2-4-2010 FridayThe Times of India 18-4-2010 Sunday

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http://airtel.in/http://www.airtel/http://www.airtel/http://www.businesstoday.com/http://www.timesofindia.com/http://www.scibd.com/http://www.marketresearch.com/http://airtel.in/http://www.airtel/http://www.businesstoday.com/http://www.timesofindia.com/http://www.scibd.com/http://www.marketresearch.com/


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ANNXURES

QUESTIONNAIRE

Dear respondent,

We are students of MBA IIsem of Pioneer Institute of Professional Studies,Indore and researching for project topic CUSTOMER SATISFACTION Of Airtel

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we request you to please fill this questionnaire. we assure you that your response will be kept strictly confidential.

Name:-Age :-

Occupation:-Professional StudentBusiness Employee

Other (please specify)

Mobile number:-

Income (p.m. please tick)0-10,00010,000-20,00020000-above

1. Do you use Airtel cellular service? (please tick in the box)Yes No

2. Please specify how many members in your family use Airtel service?

(a). All(please specify no.)(b). Few (please specify no.)(c.).None

3. Since when have you been using Airtel services? (please tick)(a).Less than 6 months

(b). 6 months(c). more than 1 year

4. Which Airtel service do you use? (Please tick relevant box)(a). Prepaid service(b). Postpaid service(c). Value added service

5. Which of the following value added services provided by Airtel cellular company, are you aware of - (Please tick in the box)

(a). Call hold(b). Call forward(c). Voice mail(d). STD/ISD

6. Please indicate your level of agreement for following statements by tickingthe box applicable:-

Statement Stronglydisagree(1)

Disagree(2)

Neither agree nor disagree

Agree(4)

Stronglyagree(5)

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(3)


(b).I get proper attention to my complaintsfrom Airtel.

(c).The call clarity of Airtel is good.

(d).Bills received from Airtel are timely andaccurate.

(e).Call rates of Airtel are reasonable.

(f).Coverage of Airtel is poor.

(g). value added services are helpful (likehallo tunes,news,cricket score etc., )

7. Please indicate your overall satisfaction level with Airtel. (Please tick relevantcolumn)

(a). Completely satisfied (b).Satisfied(c). Neither satisfy nor dissatisfied (d). Dissatisfied(e). Extremely dissatisfied

8. Please give your valuable suggestions regarding any changes in your Airtelservices.Date:-

Place: - Signature of respond

Thank you for your co-operation

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TABULATION OF DATA

TABULATION OF DATA

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Q. 2. Please specify how many members in your family use Airtelservice?

More then 5 4 Persons 3 Persons Less then 2Persons

None

2 8 13 17 104% 16% 26% 34% 20%

Q. 3. Since when have you been using Airtel services?

Less 6 months 6 months More then 1 year 1 4 452% 8% 90%

Q. 4. Which Airtel service do you use?

Prepaid Postpaid Value added service45 5 090% 10% 0%

Q.5. . Which of the following value added services provided by Airtelcellular company, are you aware of-

Call hold

only

Call forward

only

Voice mail

only

STD/ISD

only

More than

2 VAS

None

8 6 4 10 22 016% 12% 8% 20% 44% 0%

Q.6. Please indicate your level of agreement for following statements byticking the box applicable.

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Statement Stronglydisagree(1)

Disagree(2)

Neither agree nor disagree

(3)

Agree(4)

Stronglyagree(5)


2 4 6 28 10

4% 8% 12% 56% 20%(b).I get proper attention to mycomplaints from Airtel.

1 5 6 28 10

2% 10% 12% 56% 20%(c).The call clarity of Airtel is good. 0 3 4 22 21

0% 6% 8% 44% 42%(d).Bills received from Airtel are timely

and accurate.

0 0 0 5 0

0% 0% 0% 10% 0%(e).Call rates of Airtel are reasonable. 2 9 8 27 4

4% 18% 16% 54% 8%(f).Coverage of Airtel is poor. 18 28 1 2 1

36% 56% 2% 4% 2%(g). value added services are helpful (likehallo tunes,news,cricket score etc., )

3 4 11 22 10

6% 8% 22% 44% 20%Total respondent 26 53 36 134 56

Average Rating 8.52% 17.38% 11.8% 43.94% 18.36%

Q.7. Please indicate your overall satisfaction level with Airtel.

Completelysatisfied

Satisfied Neither satisfied nor dissatisfied

Dissatisfied Extremelydissatisfied

13 32 5 0 026% 64% 10% 0% 0%

Documents

re Project-2010 Final