A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO BHARATHI AIRTEL LIMITED, HYDERABAD

A Project report submitted in partial fulfillment ofThe requirements for the award of the degree ofMASTER OF BUSINESS ADMINISTRATION

Submitted bySK.ADAMSHAFI(Reg. No. 11471E0046)

Under the guidance ofMR.P.PATTABHIRAM,MBA.M.COM.M.PHIL,Asst. Professor, Department of MBA

DEPARTMENTOF M.B.A.NARASARAOPETA ENGINEERING COLLEGE,NARASARAOPET-522601, GUNTUR (Dt).

Affiliated toJawaharlal Nehru Technological University,Kakinada.(2011 2013) Declaration

I hereby declare that the project work entitled A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO AIRTEL LIMITED, HYDERABAD., is a bonafide work done by me in partial fulfillment of the requirements for the award of the degree of Master of Business Administration (MBA), and has not been formed the basis for the award of any other degree or diploma earlier.

SK.ADAMSHAFI(11471E0046)

NARASARAOPETA ENGINEERING COLLEGE(Affiliated to J.N.T.U, Kakinada & Approved by A.I.C.T.E. & Accredited by N.B.A)DEPARTMENT OF M.B.A., NARASARAOPET - 522601

CERTIFICATE

This is to certify that the project entitled A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO BHARATHI AIRTEL LIMITED, HYDERABAD, is being submitted by SK.ADAMSHAFI bearing Regd. No. 11471E0046in partial fulfillment of requirement for the award of the degree of M.B.A in NARASARAOPETA ENGINEERING COLLEGE, affiliated to Jawaharlal Nehru Technological University Kakinada is record of bonafide work carried out by him under our guidance and supervision from May-2012 to June-2012.

The results presented in this thesis have been verified and are found to be satisfactory. The results embodied in this thesis have not been submitted to any other University for the award of any other degree.

Project Guide

P.PATTABHIRAMMBA.,M.COM,M.PHILHead of the Department

Dr. M.S.NARAYANA M.COM, MBA.,Msc.(psy.), M.Phil. ,Ph.D

External Examiner

ACKNOWLEDGEMENT

I express my deep sense of gratitude to Sri. M.V. KoteswaraRao, B.Sc,Founder & Chairman, Narasaraopeta Engineering College, Narasaraopet, for creating an excellent academic atmosphere and providing good infrastructural facilities to us.I am grateful to Sri Dr.B.V.RamaMohan Rao M.Tech, Ph.D., IIT(KGP), Principal, Narasaraopeta Engineering College, for permitting me to do my project work.Iexpress my sincere gratitude to Dr. M. S. Narayana, M. com, M.B.A, Msc. (Psy), M.Phil, PhD, Professor and Head of the Dept. of MBA for his kind co-operation and guidance in completing my project work.I am indebted to my project guide MR.P.PATTABHIRAM, M.B.A, M.COM, M.PHIL for her continuous guidance and support in completing my project work.I am extremely thankful to Mr.JOSEPH SRIHARSHA, RELATIONSHIP MANAGER, AIRTEL, HYDERBAD, for sparing their valuable time and providing support in completion of my project work. I am also thankful to my friends for their support. SK.ADAMSHAFI,11471E0046

CONTENTS

CHAPTER I 01 - 07INTRODUCTION & RESEARCH METHODOLOGY Introduction Need of the Study Objectives of the Study Methodology Scope of the study Limitations of the Study

CHAPTER II08 - 31INDUSTRY PROFILE & COMPANY PROFILE

CHAPTER III32 - 49THEORETICAL FRAME WORK

CHAPTER IV50 - 83DATA ANALYSIS AND INTERPRETATION

CHAPTER V84 - 86FINDINGS, SUGGESTIONS & CONCLUSION

BIBLIOGRAPHY 87

QUESTIONNAIRE

LIST OF TABLESTable NoName of the tablePage No

4.1REASON FOR PREFERING AIRTEL50

4.2CUSTOMERS OPINION ON SOUREES AVAILABLE FOR AIRTEL52

4.3SERVIES OF AIRTEL54

4.4FACTORS INFLUENCING THE CUSTOMER TO USE THE NETWORK SARVICES56

4.5CUSTOMERS OPINION ON REACHERING THEIR SIMCARD IN A MOUNTH58

4.6 CUSTOMERS OPINION ON DIFFERENT AIRTEL SERVICES60

4.7CONNECTED WITH CUSTOMER CARE62

4.8WHAT REASON YOU CALL AT CUSTOMER CARE64

4.9CUSTOMER OPINION ON BEHAVIOR OF CUSTOMER EXECUTIVES66

4.10SATIFIED WITH AIRTEL SERVICES68

4.11CUSTOMERS OPINION ON ADVERTISEMENT OF AIRTEL70

4.12 CUSTOMERS OPINION ON STDRATES OF AIRTEL72

4.13 CUSTOMERS OPINION ON RECOMMENDED AIRTEL TO OTHERS74

4.14CUSTOMERS OPINION ON AVAILABILITY OF NETWORK OF AIRTEL76

4.15CUSTOMER EXPECTATIONS FORM AIRTEL78

4.16CUSTOMERS OPINION ON AIRTEL NETWORK COVERAGE80

4.17CUSTOMERS SATISFACTION LEVEL OF AIRTEL82

LIST OF GRAPHSGraphs NoName of the GraphsPage No

4.1REASON FOR PREFERING AIRTEL51

4.2CUSTOMERS OPINION ON SOUREES AVAILABLE FOR AIRTEL53

4.3SERVIES OF AIRTEL55

4.4FACTORS INFLUENCING THE CUSTOMER TO USE THE NETWORK SARVICES57

4.5CUSTOMERS OPINION ON REACHERING THEIR SIMCARD IN A MOUNTH59

4.6 CUSTOMERS OPINION ON DIFFERENT AIRTEL SERVICES61

4.7CONNECTED WITH CUSTOMER CARE63

4.8WHAT REASON YOU CALL AT CUSTOMER CARE65

4.9CUSTOMER OPINION ON BEHAVIOR OF CUSTOMER EXECUTIVES67

4.10SATIFIED WITH AIRTEL SERVICES69

4.11CUSTOMERS OPINION ON ADVERTISEMENT OF AIRTEL71

4.12 CUSTOMERS OPINION ON STDRATES OF AIRTEL73

4.13 CUSTOMERS OPINION ON RECOMMENDED AIRTEL TO OTHERS75

4.14CUSTOMERS OPINION ON AVAILABILITY OF NETWORK OF AIRTEL77

4.15CUSTOMER EXPECTATIONS FORM AIRTEL79

4.16CUSTOMERS OPINION ON AIRTEL NETWORK COVERAGE81

4.17CUSTOMERS SATISFACTION LEVEL OF AIRTEL83

CHAPTER IINTRODUCTION & RESEARCH DESIGN

CHAPTER IIINDUSTRY PROFILE &COMPANY PROFILE

CHAPTER IIITHEORETICAL FRAME WORK

CHAPTER IVDATA ANALYSIS AND INTERPRETATION

CHAPTER VFINDINGS, SUGGESTIONS & CONCLUSION

BIBLIOGRAPHY

QUESTIONNAIRE