harshal project final.docx

A COMPARATIVE STUDY ON

CUSTOMER SATISFACTION LEVEL

OF AIRTEL IN NAGPUR REGION

A PROJECT REPORT

Submitted To

RASHTRASANT TUKDOJI MAHARAJ NAGPUR UNIVERSITY,

NAGPUR.

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

THE AWARD OF THE DEGREE OF M.COM

SUBMITTED BY

Harshal D. Dahake

Project Guide

Dr.A N Pounikar

(Assistant Professor)

April 2014

DEPARTMENT OF COMMERCE

DR. AMEDKAR COLLEGE, NAGPUR

CERTIFICATE

This is to certify that Prof. Dr.A N Pounikar has completed his

Project work entitled “A COMPARATIVE STUDY OF

CUSTOMER SATISFACTION LEVEL OF AIRTEL

NAGPUR DISTRICT” under my supervision and is of

sufficiently high standard to warrant

Its presentation for the award of Doctor of Philosophy Degree

in the Faculty of Commerce, Nagpur University, Nagpur.

This work is the own work of the researcher, complete in

all respects and has not been submitted for any other degree in

any other University.

The assistance and the help rendered to the researcher

during the course of his research in the form of basic source

material and information have been duly acknowledged.

Nagpur (Dr. A N Pounikar)

Date : SUPERVISOR

2

DECLARATION

The work presented in this project has been carried out

under the supervision of Dr.A N Ponikar The subject matter

of the project is original, and has not been submitted, in part

or full, for any degree or diploma, to this or any other

University.

The source of material, data used in this project have been

duly acknowledged and certified.

Nagpur (Vilas M. Chopde)

Date : RESEARCHER

2

ACKNOWLEDGEMENT

Beginning with the Almighty God without whose blessing I

believe nothing is possible. After Him first of all my sincere

thanks to my research supervisor Dr. A N Ponikar, for his

most valuable and precious guidance, without which this

work would not have seen the light of the day. I am indebted

to him for all the care and importance he attached to my

work in guiding me and giving me time during the progress

of the study.

I express my sincere thanks to Dr. V. M. Chopde, Vice-

Principal, Dr. Ambedkar College, Nagpur, who has been a

source of inspiration and guidance for me.

This work would have remained incomplete without using

the facilities provided by RTM Nagpur University and many

other college libraries. I am thankful to staff of all these

libraries.

Last but not the least, I must also say thanks to all my

friends and well wishers who were present whenever I was

in need of help while developing my project.

Nagpur.

Date: (Vilas M.Chopde)

2

INDEX

SR.NO CONTENT PAGE NO

1 INTRODUCTION

2 RESEARCH METHDOLOGY

3 PROBLEM STATEMENT

4 OBJECTIVES

5 SCOPE & LIMITATIONS

6 DATA COLLECTION

PRIMARY DATA

SECONDARY DATA

7 ANALYSIS OF DATA

8 FINDINGS & SUGGESTIONS

9 CONCLUSION

10 BIBLIOGRAPHY

2

CHAPTER: 1

INTRODUCTION

2

INTRODUCTION

Marketing Research is the systematic design, collection, analysis, and reporting of

data and findings relevant to a specific marketing situation faced by the company.

The important features of this survey were to find out the customer satisfaction and

improvement of the product. The method used for survey was sampling method and

contact method. The Airtel concept was taken due to its wide use of the connection all

over India.

The preparation of this report provides you great pleasure in releasing our work and

market experience in few pages which shows overall result and experienced

knowledge and the practical approach about the style of a professional and think

which we found various effecting to our marketing and product image.

The research termed as “A COMPARATIVE STUDY ON CUSTOMER

SATISFACTION LEVEL OF AIRTEL IN NAGPUR REGION ’’ has made an

effort to find out the issues concerning with the Airtel.

2

CHAPTER: 2

RESEARCH METHDOLOGY

2

RESEARCH METHODOLOGY

Meaning of Research

Research in common parlance refers to a search for knowledge. One can also define

research as a scientific and systematic search for pertinent information as a specific

topic. In fact, research is an arc of scientific investigation.

The Advanced Learner’s Dictionary of Current English lays down the meaning of

research as “a careful investigation or inquiry especially through search for new facts

in any branch of knowledge.”

Redman and Mory, define research as a “systematized effort to gain new knowledge.”

According to Clifford Woody research comprises defining and redefining problems,

formulating hypothesis or suggested solutions; collecting, organizing and evaluating

data; making deductions and reaching conclusions; and at last carefully testing the

conclusions to determine whether they fit the formulating hypothesis.

D.Slesinger and M Stephenson in the encyclopedia of Social Sciences define research

as “the manipulation of things, concepts or symbols for the purpose of generalizing to

extend, correct or verify knowledge, whether that knowledge aids in construction of

theory or in the practice of an art”

Some people consider research as movement, a movement from the known to the

unknown. It is actually a voyage of discovery. We all possess the vital instinct of

inquisitiveness makes us probe and attain full and fuller understanding of the

unknown. This inquisitiveness is the mother of all knowledge and the method, which

man employs for obtaining the knowledge of whatever the unknown, can be termed as

research. Research is an academic activity and as such the term should be used in a

technical sense.

Research is, thus, an original contribution to the existing stock of knowledge making

for its advancement. It is pursuit of truth with the help of study, observation,

comparison and experiment. In short, the search for knowledge through objective and

systematic method of finding solution to a problem is research. The systematic

approach concerning generalization and the formulation of a theory is also research.

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As such the term’ research refers to the systematic method consisting of enunciating

the facts and reaching certain conclusions either in the formof solutions towards the

concerned problem or in certain generalizations for some theoretical formulation.

Defining the research problem

A researcher must find the problem and formulate it so that it becomes susceptible to

research. Like a medical doctor, a researcher must examine all the symptoms

(observed by him) concerning a problem before he can diagnose correctly.

And therefore, I have also defined the research problem i.e. To study consumer

trends, behavior, preferences and level of satisfaction in Airtel communication Ltd.

Research methodology

After defining the research problem the foremost step will be planning for the further

investigation. Preparing the blue print to undertake the research called research

design.

In other words, “A research design is the arrangement of condition for collection and

analysis of data in a manner that aims to combine relevance to the research purpose

with economy in procedure".

Under this chapter methodological step has been adopted in the study of consumer

trends, behavior, preferences and level of satisfaction in Airtel communication Ltd.

2

Research Objectives:

To study the consumer trends in telecommunication sector.

To study consumer decision-making & preferences.

To study marketing strategies adopted by Airtel.

To study the level of customer satisfaction in Airtel.

To study the market potential.

To study customer purchase decision behavior.

To understand the needs of different consumer segments.

Comparative study of different mobile companies.

2

The Research Process

Define research & formulate problem

Review the literature

Formulate hypothesis

Research Design

Collecting the data

Analysis and interpretation of the collected data

Preparing the research report

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CHAPTER: 3

PROBLEM STATEMENT

2

PROBLEM STATEMENT

1. Formulating the research problem:

At the very outset the researcher must single out the problem he wants to study, i.e., he must decide the general area of interest or aspect of a subject-matter that he would like to inquire into.

Essentially two steps are involved in formulating the research problem, viz., understanding the problem thoroughly, and rephrasing the same into meaningful terms from an analytical point of view.

The research problem for the project is “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION LEVEL OF AIRTEL IN NAGPUR REGION”

What is the scope for this new developed blend by ITC? Is there any improvement in the test of the blend? All these research is done and the response of the consumer is noted.

2. Extensive literature survey:

Once the problem is formulated, a brief summary of it should be written down. At this juncture the researcher should undertake extensive literature survey connected with the problem. For this purpose, the abstracting and indexing journals and published or unpublished bibliographies are the first place to go to. Academic journals, conference proceedings, government reports, books etc., must be tapped depending on the nature of the problem.

The literature survey for the project is done through Books of marketing to do test marketing. Previous reports are also studied to know about the company and the previous research done.

3. Preparing Research Design:

To prepare a research design, the researchers have to state the conceptual structure in which the research will be conducted. Research purposes may be grouped into

A. Exploratory

B. Descriptive

C. Causal

TYPE OF RESEARCH THIS PROJECT CONCERN WITH?

This project is concerned with ‘Descriptive Research’.

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Descriptive research includes surveys and fact-finding enquiries of different kinds.

In the project responses were taken from various respondents about their view, test preference and over all likeability of AIRTEL Wireless Services.

4. Determining Sample design:

Practically it is not possible to conduct survey considering the whole population i.e. ‘Universe’ since it would require maximum time, money and effort. Moreover, the research conducted will not give perfect results. Hence, quite often we select only a few items from universe for our study purposes. The items so selected constitute what is technically called ‘Sample’.

Sampling is that part of statistical practice concerned with the selection of a subset of individuals from within a population to yield some knowledge about the whole population, especially for the purposes of making predictions based on statistical inference.

Researchers rarely survey the entire population for two reasons:

1 The cost is too high,

2 The population is dynamic in that the individuals making up the population may change overtime. .

The three main advantages of sampling are that

1 The cost is lower,

2 Data collection is faster,

3 To ensure homogeneity and to improve the accuracy and quality of the data.

Sampling Techniques:

DIFFERENT SAMPLING TECHNIQUES:

There are two types of sampling techniques1. Non-Probability Sampling.2. Probability Sampling.

2

This project is concerned with Non-probability Sampling.

NON-PROBABILITY SAMPLING:

Non-probability sampling is that sampling procedure which does not afford any basis

for estimating the probability that each item in the population has of being included in

the sample. Non-probability sampling is also known by different names such as

deliberate sampling, purposive sampling and judgment sampling. In this type of

sampling, items for the sample are selected deliberately by the researcher; his choice

concerning the items remains supreme. In other words, under non-probability

sampling the organizers of the inquiry purposively choose the particular units of the

universe for constituting a sample on the basis that the small mass that they so select

out of a huge one will be typical or representative of the whole

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CHAPTER: 4

OBJECTIVES

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OBJECTIVES OF THE PROJECT

To determine the services of Airtel and Other Operators.

To determine the comparison of customer services of Airtel and Other

Operators.

To know and compare consumer preference of various value added Services

produced by Airtel.

To study the purchase patterns of Airtel’s customers.

To identify the influencing factors on the consumer’s buying process.

To profile the customers on the basis of their characteristics into different

clusters.

To study where Airtel is lacking in the terms of important product attributes.

To study the overall product attributes and find out their percentage

contribution to overall satisfaction of an Airtel Customer.

Introduction to the topic:

Customer satisfaction is a measure of how products and services supplied by a

company meet or surpass customer expectation. In a competitive marketplace where

businesses compete for customers, customer satisfaction is seen as a key differentiator

and increasingly has become a key element of business strategy. Exceptional

customer service results in greater customer retention, which in turn results in higher

profitability.

Customer satisfaction can help your business achieve a sustainable competitive

advantage. It deals with the way a customer feels after purchasing a product or service

and, in particular, whether or not that product or service met the customer's

expectations.

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Importance of Customer Satisfaction

Customer satisfaction allows your customers to communicate with you directly about

their needs, assuring you that the quality standards you establish reflect the voice of

the customer and not just the company line.

A high level of satisfaction can deliver many benefits, including:

Loyalty: a highly satisfied customer is a loyal customer.

Repeat purchase: a highly satisfied customer buys more products.

Referrals: a highly satisfied customer tells their family and friends about the

product or service.

Retention: a highly satisfied customer is less likely to switch brands.

Reduced costs: a highly satisfied customer costs less to serve than a new

customer.

Premium prices: a highly satisfied customer is willing to pay more for the

product or service.

The Customer Satisfaction Process

Because everyone’s needs are different, a specific approach is developed to meet

them. However, the overall process can be divided into six interactive phases.

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Phase 1: MobilizationDefine Business and Information ObjectivesDevelop Overall PlanGain Management Commitment

Phase 4: Action PlanningIdentify TeamsIdentify Research Implications:Changes in Product/ServicesInternal ProcessesDevelopment of New Product/ ServicesTrainingSet Customer Driven StandardsCreate Detailed Plans

Phase 2: DiscoveryIdentify:Needs/ExpectationsTypes of ProblemsPoints of Customers/Company InteractionConduct Qualitative Research Survey Customers/Employees

Phase 5: ImplementationImplement Plans

Phase 3: Needs and Performance EvaluationProvide Quantitative Measures of:Importance of Key AttributesCompany Performance on Key AttributesCompetitive PerformanceExpectations of Specific Levels of PerformanceDetermine Areas of Greatest Impact

Phase 6: TrackingProvide Ongoing Quantitative Assessment of PerformanceDeliver Easy-to- Understand Reports to Employees/Management

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CHAPTER: 5

SCOPE & LIMITATIONS

SCOPE OF THE PROJECT

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The scope of project was limited to Customers of Airtel in Nagpur Region..

The Project study was based on random sampling and contact. 120 customers were

interviewed for the survey, for the purpose of gathering information and their

satisfaction level. The Questionnaire was floated. Feedback was collected and

analyzed.

LIMITATIONS

(1) PAUSILTY OF TIME

The busy schedule of the contact person is each of the Divisions of the company failed to provide enough time to me for discussions.

(2) CONFIDENTIALITY

The company withheld a lot of information which they termed as confidential, as a result of which secondly data had to be relied upon.

(3) TIME CONSUMING

The exhaustive nature of the project comprising of 3 divisions of the company took plenty amount of time in analyzing and prosecuting the report.

(4) PROBLEMS IN COLLECTING DATA

Since the feedback of the customers was done through Questionnaire, major limitation was unavailability of customers thus leading to highly low success rate.

Most of the customers were so furious that they refused to part with any information.

Employees of company were so furious that they were not interested in giving any information about broadband.

HYPOTHESIS

2

My present research work has made the following assumption for the

future research:

1)Consumer is satisfied with quality product of Airtel Services.

2)Being provided better services it will be attracting consumers towards it in

present & future.

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CHAPTER: 6

DATA COLLECTION

2

DATA COLLECTION

In dealing with any real life problem it is often found that data at hand are inadequate, and hence, it becomes necessary to collect data that are appropriate. There are several ways of collecting the appropriate data which differ considerably in context of money costs, time and other resources at the disposal of the researcher.

Sources and method of data collection:

The method of data collection adopted is Interview method.

The interview method of collecting data involves presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. This method can be used through personal interviews.

The tool used for data collection was structured questionnaire. With this questionnaire the interview was taken face to face of the respondents .Questions were asked and their preferences and answers were noted and information was collected.

Primary data is the data that does not already exist, which is research to collect original data. Primary Research is often undertaken after the researcher has gained some insight into the issue by collecting secondary data.

In my project, Primary data is collected through field survey by taking interview through structured questionnaire.

Secondary data is data collected by someone other than the user. Common sources of secondary data for social science include censuses, surveys, organizational records and data collected through qualitative methodologies or qualitative research.

In my project Secondary data is collected through Company’s official site, reference books, journals, and through Internet browsing.

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http://en.wikipedia.org/wiki/Data

CHAPTER: 7

ANALYSIS OF DATA

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ANALYSIS OF DATA

After the data have been collected, the researcher turns to the task of analysing them. The analysis of data requires a number of closely related operations such as establishment of categories, the application of these categories to raw data through coding, tabulation and then drawing statistical inferences.

Tabulations a part of the technical procedure wherein the classified data are put in the form of tables.

After tabulation is done the analysis is done by using pie charts and bar charts.

Interpretation:

If the researcher has no hypothesis to start with, he might seek to explain his findings on the basis of some theory. This is known as interpretation.

Same is done in this project. Since there is no hypothesis at the beginning, interpretation is done after analysis. From interpretation, the findings are drawn which are the facts of the project.

Preparation of report:

Finally the researcher has to prepare the report of what has been done by him. The report should be prepared with great care.

Sources from which I have taken the secondary data are as under:

Airtel website

Books for marketing management

Surveys and customer data & report.

Internet.

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DATA ANALYSIS& INTERPRETATION

Data analysis is a process of gathering, modeling and transforming data with

the goal of highlighting useful information, suggesting conclusions and supporting

decision making. Data analysis has multiple facets and approaches, encompassing

diverse techniques in various domains.

The tools used for data analysis in current project are tables, graphs and charts.

1. Do you or any member of your family work for any of the following?

Advertising Company / Any Media 5

Any Market Research Company 9

Any Telecom Company 4

Distributor of Fixed Line Connections 2

None of the above 0

Advertising Company / Any Media; Series1;

5; 25%

Any Market Research Co ; Series1; 9; 45%

Any Telecom Co ; Series1; 4; 20%

Distributor of Fixed Line Connec-tions ; Series1; 2; 10%

Advertising Company / Any MediaAny Market Research Co Any Telecom Co Distributor of Fixed Line Connec-tions None of the above

Interpretation:

45%of people works in a market research company,25% works in an advertising

company,20%works in a telecom company, 10% of them are distributor of fixed line

connection.

2

2. Have you given any interview/ feedback on internet services in the past 3 months?

Yes ; Series1; 20;

17%

No; Series1; 100; 83%

Yes No

Interpretation:

17%of people who gave the interview were terminated for giving neutral answer.

2

Yes 5 Thank & Terminate 20

No 1 Continue 100

Section 1: Connection Details

Q1. How many individual wireless internet connections do you have in your household/ organization (whichever applicable)?

One 60

Two 30

Three 10

Four 0

Five or more 0

One; Series1; 60; 60%

Two; Series1; 30; 30%

Three; Series1; 10; 10%One Two Three Four Five or more

Interpretation:

60% of the people have only one wireless internet connection, 30% have two whereas 10% have three wireless internet connection.

2

Q2. What all wireless internet service providers do you use to access internet?

Airtel 60

Tata 30

Reliance

10

Airtel; Series1; 60

Tata; Series1; 30

Relience; Series1; 10

Series1

Interpretation:

60% of the people use services of airtel, 30% of them use Tata and 10% uses reliance

wireless internet services.

2

Q3. If Airtel, please specify the number of MONTHS for which you have been subscribing to it.

< = 3 months 57

>3 months – 6 months 20

>6 months – 12 months 15

>12 months –24 months 8

>24 months 0

< = 3 months; Series1; 57; 57%>3 months – 6 months; Series1; 20; 20%

>6 months – 12 months; Series1; 15;

15%

>12 months –24 months ; Series1; 8; 8%

< = 3 months >3 months – 6 months >6 months – 12 months>12 months –24 months >24 months

Interpretation:

57% of the people are using services of airtel for the last 3 months, 20%of the people

using it for more than 3 months but less than 6 months, 23%of the people are using it

for more than 6 months but less than 24 months.

2

Q4. What is your average monthly usage/bill amount on your internet bills?

< Rs. 1000 67

Rs. 1001 – Rs. 1500 17

Rs. 1501 - 3000 13

Rs. 3001 – Rs. 6000 3

>Rs. 6000 0

1 < Rs. 1000; No. of Re-spondents; 67; 67%

2 Rs. 1001 – Rs. 1500; No. of Respondents; 17; 17%

3 Rs. 1501 - 3000; No. of Respondents;

13; 13%

4 Rs. 3001 – Rs. 6000; No. of Respondents; 3; 3%

1 < Rs. 1000 2 Rs. 1001 – Rs. 1500 3 Rs. 1501 - 30004 Rs. 3001 – Rs. 6000 5 >Rs. 6000

Interpretation:

67% of the people spends less than 1000 rupees, 30% spends between 1000 and 3000 and 3 % spends more than 3000 but less than 6000.

2

Q5. Based on all your experiences, please tell me how you would rate the overall quality of service provided by AIRTEL.

Excellent

40

Good 30

Fair 20

Poor 10

Excellent; Series1; 40; 40%

Good; Series1; 30; 30%

Fair; Series1; 20; 20%

Poor; Series1; 10; 10%

Excellent Good Fair Poor

Interpretation:

40% of the people said that the services provided by Airtel is excellent, 30% said that

the services is good and 20% said that the services are just fair.

2

Q6. Please think of the Costs associated with subscribing to AIRTEL, compared to what other Internet companies charge for similar services.

Very low Low Moderate High Very high

30 25 25 20 0

VERY LOW; Series1; 30

LOW; Series1; 25MODERATE; Series1;

25

HIGH; Series1; 20

VERY HIGH; Series1; 0

Series1

Interpretation:

People were satisfied with the services of Airtel as 55% of them said that the cost associated with the services of Airtel is low, 25% said its moderate and there were 20% of people who said that costs are on the higher side.

2

Q7. Considering the quality of the service provided to you by and the price you have to pay for the service, how would you rate the overall value that you received?

Excellen

t

20

Good 50

Fair 20

Poor 10






Interpretation:

When compared to the quality provided by the airtel to the cost incurred in availing the services, majority of the people were satisfied with the services of the Airtel as compared to the cost associated with it.

2

Q8. Please rate AIRTEL on its ability to look for new and better ways to serve its customers?

Excellen

t

47

Good 20

Fair 20

Poor 13


Good; Series1; 20;

20%


Poor; Series1; 13;

13%


Interpretation:

Majority i.e. 67% of the people said that Airtel is very good with its innovative strategies and 33% said that they should have some more innovative strategies to attract customers.

2

Q9. Please rate AIRTEL on the effort it makes to understand customer and its problems.

Excellen

t

51

Good 21

Fair 20

Poor 8






Interpretation:

51% of the people said that efforts of Airtel to understand its customer and their problem is excellent, 21% said that it is excellent, 28% of the people were not satisfied with the efforts made by the company.

2

Q10. Please rate AIRTEL on its ability to take the extra effort to assist its customer.

Excellen

t

47

Good 27

Fair 16

Poor 10






Interpretation:

74% of the people said that Airtel provides good assistance to its customer and other 26% says that customer assistance provided by Airtel is not good.

2

Q11. Please rate AIRTEL on its ability to deliver what it promises.

Excellent

56

Good 20Fair 16Poor 8






Interpretation:

76% of the people said that Airtel delivers what it promises whereas 24% of the people said that airtel somehow fails to fulfill its promise.

2

Q12. Please rate AIRTEL on its ability to give self control to manage your services.

Excellent

56


Excellent; Series1; 56

Good; Series1; 20Fair; Series1; 16

Poor; Series1; 8

Series1

Interpretation:

76% of the people said that a service provided by Airtel is easily managed whereas 24% of the people said that it’s difficult to manage the services.

2

Q13. Please rate AIRTEL on the Effort it makes to make your life simpler.

Excellent

67


Excellent; Series1; 67

Good; Series1; 18Fair; Series1; 10

Poor; Series1; 5

Series1

Interpretation:

85% of the people were satisfied with the efforts provided by Airtel to make their life simple.

2

Section 2: Relational Outcomes

Q1. If a friend or colleague were to ask you to recommend a company providing Wireless Internet services, how likely would you recommend AIRTEL?

Extremely likely Very likely Somewhat likely Not very likely Not at all likely

37 27 20 10 6

Series1

Interpretation:

64% of the people said they will definitely recommend Wireless Internet Services of Airtel to their friends or colleagues, 20% of the people said that they are somewhat likely to recommend whereas 16% of the people said they will not recommend Airtel.

2

Q2. What is the likelihood that you will continue subscribing to AIRTEL?

Extremely likely Very likely Somewhat likely Not very likely Not at all likely

53 23 15 6 3

Series1

Interpretation:

Majority i.e. 91% of the people said that they will continue using services of Airtel.

2

Section 3: Sales/Purchase Experience

Q1. Based on all the experiences you have had during the sales process with AIRTEL, how would you rate the overall quality of sales experience of your Wireless internet connection?

ExcellentVery good

GoodFair

Poor

40 24 22 10 4

EXCELLENT; Series1; 40; 40%

VERY GOOD; Series1; 24; 24%

GOOD; Series1; 22; 22%

FAIR; Series1; 10; 10%

POOR; Series1; 4; 4%

EXCELLENT VERY GOOD GOOD FAIR POOR

Interpretation:

86% of the people said that they are satisfied with the sales process of Airtel as based on their experience.

2

Section 4: Customer Care

Q1. Based on all the experiences you have had with Customer care of AIRTEL, how would you rate the overall quality of the customer service at AIRTEL?

Excellent Very good Good Fair Poor

37 30 20 10 3







Interpretation:

According to the survey, 87% of the people were satisfied with the overall quality of the customer care services of Airtel.

2

Section 5: Connectivity & Uptime

Q1. Based on all the experiences you have had with AIRTEL, how would you rate the overall quality of connectivity & browsing of your broadband connection?


30 27 20 17 6







Interpretation:

57% of the people said that they are satisfied with the overall quality of connectivity of Airtel and 37% of the people said that they are fairly satisfied with the overall quality of connectivity of Airtel.

2

Section 6: Communication

Q1. Based on your experience how would you rate overall experience with all personal communications like sms, e-mail, tele-call, auto-call, bill inserts etc. sent to you by AIRTEL.


34 30 20 10 6


VERY GOOD; Series1; 30; 30%GOOD; Series1; 20; 20%




Interpretation:

84% of the people said that the personal communication sent by Airtel is good and they are satisfied with the content of the communication they send.

2

Section 7: Value Added Services

Q1. How would you rate your overall experience with the Value Added Services like PC Secure, GOD (Games on Demand), Speed on Demand etc. provided by AIRTEL?


25 35 30 8 2

EXCELLENT; Series1; 25;

25%VERY GOOD; Series1; 35;

35%GOOD; Series1; 30; 30%FAIR; Series1; 8; 8%



Interpretation:

90% of the people said that the Value Added Services of Airtel is good whereas only 10% said that they are not satisfactory.

2

Q2. How would you rate the overall experience with AIRTEL on delivering products and services which are relevant to you?


46 24 15 10 5


VERY GOOD; Series1; 24;

24%





Interpretation:

85% of the people said that the product & services delivered by Airtel are relevant &

useful whereas only 15% said that the product & services delivered by Airtel are

irrelevant.

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CHAPTER: 8

FINDINGS & SUGGATIONS

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FINDINGS & SUGGESTIONS

FINDINGS

• Bharti Airtel speedy activity is one of its best attributes that has made it gain an international status across the world. It is always updated with the latest data and is highly competent. Quality remains the prime concern and is maintained strictly by the team.

• With such achievements, Bharti Airtel is still ruling the Indian telecom Industry and is aiming high to gain popularity and success around the world in brand building by making new discoveries every day.

• Based on the above, observations can be made that it promises unprecedented and efficient control over the market.

• It has really a very huge customer base and reputation in the market due to its services such as connectivity and consistency in connectivity even in very remote areas.

SUGGESTIONS

After conducting the whole survey and analyzing the interviews and questioner’s my

recommendations to Airtel are:

MONTHLY MEETINGS WITH RETAILERS

There should be a monthly meeting marketing persons and retailers so that retailers

can communicate their suggestions and problems freely. This practice can give them a

sense of belongingness.

FREQUENT VISIT TO RETAILERS SHOP

Timely visit by the marketing persons should be done in order to check the current

position of the retailers and also motivate them to increase their sales.

PROPER, EFFECTIVE AND TIMELY COMMUNICATION

Retailers in rural areas do not updated with the latest schemes, so proper and fast

communication is required in order to make them updated.

TRAINING OF FSE & FCE

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Time to time training programme for FSE &FCE should be organized so that they can

develop their skills in order to deal with the retailers efficiently& effectively.

SPECIAL CONCENTRATION ON SMALL RETAILERS

Special concentration should be given to the retailers in rural areas in order to capture

the rural market.

2

CHAPTER: 9

CONCLUSION

2

CONCLUSION

After the survey of 120 sampling units, I came to the following conclusions according

to the statistical data:-

Maximum of the users were using Airtel from last 1 year.

The connection type used is mainly prepaid.

The GPRS/MMS were the features that attracted the customers and were the reason

for use of Airtel Connection.

The quality of Airtel network was judged to be very good.

The Customer care service was also adjudged to be good in service.

At present Airtel is good and it can be said as the leader.

From the above findings, it is very clear that all the customers who have been satisfied

by the network operators by ways of providing better network, better customer care,

better services, and etc. have turned loyal to the operator. The customer satisfaction

has been converted into customer loyalty.

The conclusion of my study is that AIRTEL’s Advertising has a major impact on its

users. People like its schemes very much. AIRTEL has created a very good image on

the mind of the new users.

Consumerism is fast emerging as an environmental force affecting major decision as

consumer become more aware about their rights. Even though comprehensive

statutory measures have been provided in India for curbing unfair business practices,

for protecting consumer interest, and for promoting consumerism companies have yet

to do a lot.

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CHAPTER: 10

BIBLIOGRAPHY

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BIBLIOGRAPHY

Websites:

www.google.com

www.airtel.in

www.wikepedia.org

www.imrbint.com

www.airtelworld.com

www.researchandmarket.com

Books:

Research Methodology by “C.R.Kothari”

Marketing Management 12 edition – Philip Kotler

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http://www.researchandmarket.com/

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