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PRESENTATION
ON
A STUDY OF CUSTOMER SATISFACTION IN
AIRTEL
Presented By:Seema
Roll No:3006
MBA-Hons.
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Significance of study
Stays loyal longer
Buys more as company introduces new service
Talks favorably about company and its products
Pays less attention to competing brands
Costs less
CHAPTER 1: INTRODUCTION
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Review of Existing Literature
The services of Airtel has been rated highest among the private
cellular operators for the quality of service and customer
satisfaction for the period October-December 2003. The rating
has come from the most comprehensive survey by TRAI and
IMRB. The survey took into account the factors such as fault
clearance within 24 hours, call drop rate, percentage of
connections with good voice quality and billing complaints etc.
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Conceptualization
Customer: The word derives from "custom," meaning "habit"; a customer was
someone who frequented a particular shop, who made it a habit to purchase
goods of the sort the shop sold their rather than elsewhere, and with whom the
shopkeeper had to maintain a relationship to keep his or her "custom," meaning
expected purchases in the future.
Satisfactionis a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance or outcomes in relation to his or
her expectations.
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Performance falls short of expectations, the customer is dissatisfied. If the
performance is matches the expectations, the customer is satisfied. If the
performance exceeds expectations, the customer is highly satisfied or
delighted.Performance>Expectations Highly Satisfied
Performance
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Dimensions of customer satisfaction:
1.Quality of Service: fitness for use conformance to requirements freedom from variation
We will use the American Society for Quality Controls definition:Quality is the totality of features and characteristics of a product or service
that bear on its ability to satisfy stated or implied needs.
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2.Speed of service
3.Pricing:
4.Delivery system
5.Complaints or problems
6.Trust in employees
7.The closeness of the relationship with contacts in the firm
8.Types of other services needed9.Companys positioning in clients' minds
10.Value added services
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Focus of the Study
Bharti Enterprices
Asias leading integrated telecom services providersOperations in India, Sri Lanka and Bangladesh.In South Asia, the company had an aggregate of over134 million customers as of end February 2010,
124.6 million mobile customers in India.Bharti Airtel has been ranked among the six bestperforming technology companies in the world byBusiness Week.
Airtel provides various products and services inpostpaid, prepaid and other related arenas.
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Attractive features of Airtel Postpaid Connection include,
easy billing, strong network coverage, easy paymentoptions, GPRSRoaming, satisfactory credit limit, long
distance calling facility, widest roaming
Advantages associated with Airtel prepaid services are;total cost control, prepaid roaming, pre activatedSTD/ISD without any rental or deposits, instant balanceand validity enquiry and strong network coverage etc.
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Objectives of the Study
To find the satisfaction level of consumer of Airtelmobile service users.
To know the reasons of dissatisfaction level of consumer
of mobile service users.
To gain feedback from customers about services.
To know the reason behind the purchasing of the Airtel
services.
To understanding the expectations and requirements of
customers.
To know the factors that led a customer to select a plan
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LIMITATION OF THE STUDY:
LIMITED AREA
SAMPLE DESIGN
TIME CONSTRAINT
COST CONSTRAINT
LACK OF EXPERIENCEBIASNESS ON THE PART OF RESPONDENTS
RELUCATANCE OF RESPONDENTS
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CHAPTER 2
METHODOLOGY & STATISTICAL TOOLS APPLIED
RESEARCH DESIGN:
The study is Descriptive in nature as it describes the satisfaction of customers
and characteristics of services provided by the Bharti Airtel.
UNIVERSE OF THE STUDY:Universe refers to the total of the items or units in any field of inquiry.
Universe of the study is ROHTAK city.
SAMPLE OF THE STUDY:
Sample is parts of total population that have the same characteristics as ofuniverse have. It represents the whole universe. By using non- probability
sampling technique a sample of50people was taken. In non- probability
sampling technique a sample is taken deliberately.
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COLLECTION OF DATA:
Primary Data:Keeping in view the nature of this study, questionnaire methodwasfound to be most effective to collect primary data. The questionnaire isstructured i.e. it is presented having from question in sequence, andnon-disguised i.e. objective of the study is clear to the respondents.
Secondary Data:
To collect secondary data I used the following sources BooksInternet sites.
STATISTICAL TOOLS USED:For the analysis and presentation of data and results the following
statistical tools were used:Simple AveragePercentageTabulationBar Diagrams
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In brief my research design is as follows: -
Universe : Rohtak City
Sample size : 50Sampling Unit : Airtel Mobile Service Users
Sample Element : Houses, Offices, Shops, Colleges.
Sampling Technique : Non-Probability Sampling Technique
Method of Data Collection: Questionnaire for primary data
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CHAPTER 3
DATA ANALYSIS
Sex Frequency Percentage
Male 36 72
Female 14 28
Total 50 100
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Age Frequency Percentage
less than 20 4 8
20-30 26 52
30-40 15 30
more than 40 5 10
Total 50 100
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Attributes of services NO OFRESPONDENTS(%)
Quality 92.8
Price 85.2
Network Range 95.6
Local call rates 87.2
STD call rates 68
ISD call rates 74
Roaming charges 75.6
SMS charges 84.4Plan Option (Schemes) 81.6
Usage experience 80.4
After purchase service
(customer care service, etc.)
93.2
TABLE SHOWING SATISFACTION OF RESPONDENTS
(IN %) IN RELATION TO DIFFERENT ATTRIBUTES OF SERVICES
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92.8
85.2
95.6
87.2
68
74 75.6
84.4 81.6 80.4
93.2
0
20
40
60
80
100
120
NO OF RESPONDENTS(%)
NO OF RESPONDENTS(%)
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TABLE SHOWING THE FACTOR AFFECTING WHILE CHOSING A TELECOM
SERVICE PROVIDER
Rank 1 Rank 2 Rank 3 Rank4 Total
CALL RATES 15 12 10 13 50
ROAMING 10 20 15 0 50
SMS
PACKAGES
5 8 10 27 50
NETWORK 20 10 15 5 50
TOTAL 50 50 50 50
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15
12
10
13
10
20
15
0
5
8
10
27
20
10
15
5
0
5
10
15
20
25
30
Rank 1 Rank 2 Rank 3 Rank4
CALL RATES
ROAMING
SMS
PACKAGES
NETWORK
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Major Findings
Most off the respondents are using services of Airtel from 1
to 3 years.
Respondents are less satisfied from ISD, STD and Roaming
charges.
96.1 % of respondents are satisfied from over all services.
Respondents are less satisfied from customer care services.
They provide less information.
92.4% of respondents are less loyal to the company and if
other company would provide them better services they will
switch over.Value added services are costly
Airtel services are mostly used by professionals and
businessmen.
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SUGGESTIONS & RECCMMENDATION
Roaming facilities should be made cheaper. So this is suggested to make
these roaming charges less so that business man people will be more
attracted and more customer base.
Still in villages there is no network so net work should be made better.The company outlet should be increased so that customer can get product
at the door easily and redress his grievance.
There should be more promotional schemes, network coverage and value
added services.Company should concentrate on improving the customer care as
customers satisfaction should be at the priorities of the companies.
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Thank You