To study and analyze the Customer Perception on Airtel Broadband Band service.

7/27/2019 To study and analyze the Customer Perception on Airtel Broadband Band service.

1/34

INDIAN EDUCATION

SOCIETYS Management

College and Research Center

RESEARCH METHODOLOGY

PROJECT ON

To study and analyze the Customer Pere!t"on

on A"rtel #road$and #and ser%"e&


2/34

S'#M(TTED TO)

Pro*& Ja+adeesh Pada,"&

S'#M(TTED #Y)

Poo-a San"l .M/M0123

DATE: 10th/April/2010

2


3/34

AC4NO5LEDGEMENT

First and foremost, I thank the Almighty God for sustaining the enthusiasm with which

plunged into this endeavor.

I avail this opportunity to express my profound sense of sincere and deep gratitude to

many people who are responsible for the knowledge and experience I have gained

during the proect work.

In the first place, I thank (nd"an Eduat"on So"ety6s Mana+ement Colle+e and

ResearhCenterfor given me this opportunity to this proect

I extend my overwhelming gratitude to Pro*& Ja+adeesh Pada,", for his valuable

guidance and meticulous supervision during the preparation of this !roect "eport.

#y hearty and inevitable thanks to all the respondents who helped me to bring out the

proect in a successful manner. I would be failing in my duty if i do not acknowledge a

deep sense of gratitude to my parents and friends who have helped me in completingproect work successfully.

$


4/34

CERT(/(CATE

%his is to certify that the proect report entitled &To study and analyze the Customer

Pere!t"on on A"rtel #road$and #and ser%"e' is the bonafide research work carried

out by #iss. !ooa (anil )mployee *o+ 2-/ and that the proect has formed the basis

for the award.

Team Leader Head o* the De!artment

Sa"nath Mondal #oso D6soza

0


5/34

TA#LE O/ CONTENTS

/

Ser"al

No&

Name O* To!" Pa+e No&

7 Ta$le o* Content 8

9 (ntrodut"on o* om!any :

; Prel"m"nary data ollet"on 99

< Pro$lem De*"n"n+ = Theoret"al *rame>or, 9< 098

1 Researh Des"+n 9?

8 Test"n+ = /ormat"on o* Hy!othes"s 9@

? Data Analys"s 92

@ Data (nter!retat"on = Reommendat"on Conlus"on ;8 0;: = ;?

9; #"$l"o+ra!hy ;@

9< A!!end" ;2


6/34

(NTROD'CT(ON TO

A(RTEL 0 #road$and #and Ser%"e

-


7/34

(NTROD'CT(ON TO A(RTEL

1A"%I AI"%)3 3%4 51()+ /$20/06 started in 7uly 899/.Its head :uarters is at

4elhi. In 899; company started their first land line operation. Airtel is the name of

their brand. AI"%)3 stands for Affectionate, Interested, "espectful, %olerant,

)nergetic and loving .%heir logo is &%hink fresh 4eliver #ore'. %heir first company is

1harti


8/34

#R(E/ (NTROD'CT(ON A#O'T A(RTEL

Ty!e) !ublic 3imited


9/34

Produts o* #hart" A"rtel #road$and and Tele!hony

Ser%"es&

!roducts of 1harti Airtel 1roadband and %elephony (ervices.

4)3 D 4irect )xchange 3ine D 3and line !hone 5Eoice6

4(3 D 4igital (ubscriber 3ine D for data

%elephone Instrument

%ouchnet 4ialupservice

#us"ness o**ered $y A"rtel)

%he businesses at 1harti Airtel have been structured into three individual strategicbusiness units

Mo$"le Ser%"es+ %he mobile business provides mobile @ fixed wireless services

using G(# technology across 2$ telecom circles.

A"rtel Telemed"a Ser%"es) It offers broadband @ telephone services in 90 cities

Enter!r"se Ser%"es))ndto)nd telecom solutions to corporate customers and

national @ international long distance services to carriers

9


10/34

ual"ty Pol"y o* #hart" A"rtel $road$and and Tele!hony Ser%"es&

"eduction of error level.

"eduction of operating cost.

"eduction of cycle time.

Or+an"zat"onal Culture o* #hart"&


11/34

Asianet

PREL(M(NARY DATA

COLLECT(ON

88


12/34

PREL(M(NARY DATA COLLECT(ON

Com!la"nts+5http+www.consumercomplaints.incomplaintsawfulcustomerserviceandbilling

issuec2$9/.html6

9& No Connet"on)#y broadband connection was shifted from one 4! to another. I was told that my

connection will start as soon as it will be shifted its $ days but there is noconnectivity in my connection...this is ridiculous. I have suffered a lot due this

problem. *ow am thinking to drop this connection and also i have faced a loss

also by not having connectivity. %his places a very bad impression on consumerand will also suggest people not to go for this connection.

;& A>*ul ustomer ser%"e and $"ll"n+ "ssue)I am writing this complaint but I have been left with no other option. I am a nativeof 3ucknow and had real high aspirations from Airtel before I opted for a

broadband connection from them but within a span of 2 and half months my

whole perception about the company has changed. Airtel once famous for promptcustomer service and action has disappointed me big time. #y internet services

were bothering me from past 8/ days as the speed was not up to the mark but I

ignored assuming there might be some technical reasons and problem will getresolved but one fine day the line got completely down. I spoke to the local

engineer who initially came for the installation and he committed me that issue

will be resolved asap. 1ut after 2 days of non action I spoke to the customer carewho committed me that within 0 hours the issue will be resolved but to my shock

it took almost 0 days to resolve the issue. 4uring this period I had to constantly

call the customer care department and local staff and get mentally harassed. =n

asking for compensation for the entire mental trauma faced by me for the periodwhen the services were down nothing was offered. After everything was finally

resolved ust day before yesterday local engineer>s team came to my place and and

no idea what they did and who had asked them to make a visit my internet againstopped working. =nce again I had to repeat the entire process of calling the

customer care and local team but to no avail.

CONCL'S(ON /ROM COMPLA(NTS)

From the above literature review it is to be concluded that the Airtel 1roadband 1andservice is less preferred by


13/34

DE/(N(NG PRO#LEM

=

THEORET(CAL /RAME5OR4

9& STAT(NG THE PRO#LEM (N GENERAL 5AY

For these purpose mostly researches carry out some type of research like field

observations or preliminary survey or unstructured interview. %his is called as pilot

survey it is stated by keeping a feasibility of particular solution. (o I had carried out anunstructured face D to D face interview of the airtel employees which is given below.

'NSTR'CT'RED (NTER(E5

9& 5hat are the ty!es o* "nternet ser%"es does A"rtel !ro%"deF

)nterprise Internet

!remium )nterprise Internet

#anaged Internet (ervice

I4< Internet

#ultihoming Internet (ervice

1roadband and Internet

Internet 3eased !ort

;& 5hat "s the !er month su$sr"!t"on rate o* A"rtel #road$andF

It is approximately 0 to /


14/34

if it is the connectivity problem then the engineertechnician is sent to rectify it

within a span of 2$ days from the date of placement of the complaint.

:& 5hat "s the reason *or slo> s!eed o* a"rtel $road$andF

%he reason for slow speed of broadband is mostly due to overloading of theserver. It also depends upon the scheme chosen by the customer . Another

reason of slow speed is that if the customers !.n *reBuentlyF

%he demand for airtel broadband is so high that they don?t need any

advertisements for marketing it

80


15/34

THEORET(CAL /RAME5OR4

SALES

DEPENDENT AR(A#LE (NDEPENDENT AR(A#LES

It is conceptual model which help to describe the relationship between different

variables. Eariables are different characteristics which are the basics of the problemdefinition

De!endent %ar"a$le 0(ales

(nde!endent %ar"a$le 0(peed

Advertising (ervice

REPHRAS(NG THE RESEARCH

!roblem should be stated in specific term as possible so that it may become

operationally viable and help in development of working hypothesis and problem for

research. (o the research was started with the obective of

O#JECT(E

Pr"mary O$-et"%e)

%o study and analye the customer =pinion @ (atisfaction level towards airtel

broadband services.

%o ascertain the customer preferences of internet connection

Seondary O$-et"%e

%o suggest some guidelines to Airtel

%o analye the position of airtel broadband against its competitor

DEELOP(NG (DEA THRO'GH D(SC'SS(ON

"esearcher must discuss his problem with colleagues and with those having experience

in the same field so I discussed with my colleagues.

%his is called experience survey.

8/


16/34

RESEARCH DES(GN=

DATA COLLECT(ON METHOD

8-


17/34

RESEARCH DES(GN

%he success of the analysis mostly depends on the methodology on which it is carriedout. %he appropriate methodology will improve the validity of the findings.

Area o* Study+


18/34

It is conceptual statement which relates the two variables on basis formulated

theoretical framework to confirm relationship by statistical solutions

/ORMAT(ON O/ HYPOTHES(S

H %here is no significant relationship between speed and sales.

H9 %here is significant relationship between speed and sales.

H %here is no significant relationship between service and sales.

H9 %here is significant relationship between service and sales.

L(M(TAT(ONS O/ ST'DY

8. %he geographical scope of the study was restricted to #umbai due to time and

resource constraints.

2. %he behavior of the customer while approaching them to fill the :uestionnaire

was unpredictable.

$. %he sample was restricted to / customers, which may restrict the scope and

completion of study.

0. Focus being mainly on indepth probing, the generaliations drawn are only

indicative and not conclusive.

/. 3ack of customer?s cooperation was a maor constraint

8;


19/34

DATAANALYS(S

89


20/34

DATA ANALYS(S

2


21/34

From this :uestion I found that -$J people of our population are using the Airtel

1roadband.

28


22/34

In this I found that broadband is the main internet services which is used by

population.

22


23/34

From this I got the idea that speed is the most important factor with respect to

consumer. (o, Airtel broadband should focus more on this feature.

2$


24/34

4. At the time of purchase what is

more important for you?

14%

86%

Important Factor While Purchase

Price

Speed

%his :uestion gives the idea that at the time of purchase speed is the factor which is

considered more important than the price

20


25/34

Found that -9J people are satisfied with the speed but there is increasing growth ofconsumer i.e. $8J towards dissatisfaction.

%his shows that //J of people really think that the speed of the Airtel 1roadband is

good. Ce got 89J neutral and 2-J disagreed to this statement.

2/


26/34

In this rating :uestion i got only ;J )xcellent response ,89J agree and most of them

were neutral response i.e. from the above -J only 2J have agreed that the service is

good and $8J disagreed with the statement.

2-


27/34

It shows that 8$J of the customers preferred Airtel broadband because of offers. %he

highest $ J of the customers preferred Airtel because of the :uality of service offeredby Airtel. %he second most $J of the customers have preferred because of the (peed

of internet service. It also shows the brand name also has some implication before

choosing Airtel 1roadband services. 2J of the customer has chosen Airtel because ofthe brand name KAirtel?.

2


28/34

%he interpretation is that 89J of the customer is highly satisfied with the overallservice provided by Airtel broadband. 00J of the customer is satisfied with the overall

service offered by the service. Around J of the customer are highly dissatisfied bye

the service.

CORERAT(ONAL SECT(ON

%his indicates a significant positive relationship between the (peed of data

transmission and (ales.

r L .98, the correlation is very strong

2;


29/34

DATA

(NTERPRETAT(ON

=

RECOMMENDAT(ON

29


30/34

(NTERPRETAT(ON)

From the above analysis of data the following data can be interpreted that+

#aximum no. of population prefers Airtel 1roadband.

#%*3 @ %ata broadband is the main competitor of Airtel 1roadband.

According to customers, speed is considered as a much more important factor

as compared to price. (ervice plays a crucial role here and airtel has able to satisfy approximately

-J of its customers is satisfied with services.

#ost of the organiations prefer broadband connection over other type of

connection because of speed and other compatibility of service.

Muality of the service provided plays an important role in keeping the existing

customers and to bring new customers.

%he overall satisfaction level is very high among customers.

RECOMMENDAT(ON)=n completion of the proect work &Customer Pere!t"on on A"rtel

#road$and #and ser%"eII would like to give my suggestions which the

company can make use of+

(ince from survey we got that only -9J of broadband customers are satisfied

with the services provided by the Airtel. %hey should try to improve the

services so as to gain 8J attention of customers.

(ome customers are planned to discontinue because of high billing and aftersales service is not good. %hough it is a small percentage the company should

focus on these to keep the brand image in the minds of people.

If any complaint is observed from the customers, it should be dealt :uickly.

%his will reduce the chance for dissatisfaction.

$


31/34

#any dissatisfied customers asked for more information about other plans or

change of plans. (o the dissatisfaction may be due to providing wrong plans by

the sales persons. (o the company can make use of this opportunity to retain its

customers by providing the right plans.

%he detailed billing is provided as a value added service in Airtel broadband. It

is free of cost in its competitors like 1(*3. (o the company could provide the

service as free of cost. It will help customers clear their doubts about billing

and hence to improve their satisfaction level.

CONCL'S(ON) %he proect titled &To study and analyze the Customer Pere!t"on on A"rtel

#road$and ser%"es' I can conclude that the overall (ervices provided by

Airtel 1road1and (ervices are satisfactory since all the responses were in

favour of Airtel 1roadband.

(t "s also onluded that the sales o* A"rtel #road$and "s de!endent on

s!eed and ser%"es&

$8


32/34

#(#(L(OGRAPHY

5e$s"tes)

www.bhartiairtel.in

www.airtel.in

www.google.com

#oo,sMa+az"neJournals

"esearch #ethods For 1usiness D Hma (ekaran

"esearch #ethodology D


33/34

A!!)*4IN

*ame+

Age+

!lace+

=ccupation+Income+

9& Are you an A"rtel #road$and userF

Oes

*o

;& 5h"h "nternet ser%"e do you useF

4ialup

Eisit a cyber cafP

1roadband

4ata card


34/34

(trongly Agree

Agree

*eutral

4isagree

(trongly 4isagree

?& Rate the A"rtel #road$and ser%"eF ./rom 9083

)xcellent QQ QQ QQ QQ QQ poor.

@ & Reason *or Choos"n+ A"rtel Connet"on F

=ffers R S

Muality of (ervice R S

(peed @ (afety R S

1rand *ame R S

2& O%erallK ( rate A"rtel #road$and&

Eery poor R S Fair R S good R S very good R S )xcellent R S

9& Comment on A"rtel #road$andF

.

To study and analyze the Customer Perception on Airtel Broadband Band service.

Documents

Transcript of To study and analyze the Customer Perception on Airtel Broadband Band service.