Airtel Project

GUIDES CERTIFICATE
This is to certify that Project titled THE

ANALYSIS AND CUSTOMER SATISFACTION OF MARKET POTENTIAL AIRTEL TELEPHONE
SERVICES IN SOUTH BANGALORE
has been prepared by MR.
RAJKUMAR, registration number 04XQCM6068 under the guidance of Dr. N.S VISWANATH, Resident Director, Bhavan Marshall MBA program. This has not formed a basis for the award of any Degrees/Diploma by any other University
Date: Place: Bangalore Dr.N.S. VISWANATH
M P Birla Institute of Management
PRINCIPAL CERTIFICATE
This is to certify that Project titled THE
ANALYSIS AND CUSTOMER SATISFACTION OF MARKET POTENTIAL AIRTEL TELEPHONE
SERVICES IN SOUTH BANGALORE
has been prepared by MR.
RAJKUMAR registration number 04XQCM6068 under the guidance of Dr. N.S VISWANATH Resident Director, Bhavan Marshall MBA program. This has not formed a basis for the award of any Degrees/Diploma by any other University
Date: Place: Bangalore Dr.NAGESH MALAVALLI
PREFACE
The present challenge of professional education is to cope up with fierce competition with the curriculum transaction and empowerment of a student to enable them to function effectively in a world that is going to be increasingly market driven. In order to learn to learn and how to learn the students must assist and achieve its practical knowledge and experience of technical nature, which is very important and helpful for especially those who are aspiring for Masters of Business Administration (Marketing). As aspect of management education, which is receiving attention the evaluation of the practical training, is to bring actual environment in touch of business management. It is rigidly accepted that the theory widens ones thinking viz. concepts of marketing philosophies, but practice indicates the modern marketing and used in wide variety of setting of products. The training provides me immense opportunity not only to implement the management to but also to conceptualize them to practical aspects. The project report is based on the findings of overall service marketing activities of Bharti Broadband and Telephone Services, Bangalore. The report gives true picture of the practical activities done by me in pursuance of formulated strategy of organization.
RAJKUMAR
DECLARATION
I undersigned, Rajkumar do hereby declare that the project entitled ASSESSMENT OF SERVICE QUALITY OF AIRTEL STD AND CCB CONNECTION SERVICESES IN SOUTH BANGALORE CITY" " is a research work made for BHARTI TELE-VENTURES LTD. BANGALORE is a genuine and bonafide research work prepared by me under guidance of my internal project guide. The matter presented in this project report is prepared and implemented by my self. This work is submitted to Bangalore University as a partial fulfillment of the course Master Degree in Business Administration learned and completed at M P Birla Institute of Management Bangalore.
Place:
Date:
Rajkumar
ACKNOWLEDGEMENT
The process of carrying out the customer satisfaction survey has been a great learning experience in terms of providing value addition both at professional and personal value. I am particularly grateful to Mr. G. Srinivas Rao, Zonal Manager, for giving me an opportunity to undertake a project in AirTel. My short experience with AirTel has enabled me to appreciate better, the nuances of marketing, the supreme authority of the customer, thus making it a complete all-inclusive assignment. I extend my special thanks to Mr. Devi Prashanth & Mr. Hari Prasad, Asst. Manager, for his cooperation and valuable suggestions. I am immensely grateful to them. I express my sincere and heartfelt gratitude to my faculty guide Dr.N S .Vishwanath for his encouragement and insightful comments which has been always been source of inspiration throughout the course of project. I also extend my special thanks to all the teaching staff of our college for their help and cooperation. I express my gratitude to other countless people who have been generous with time, their support and encouragement.
RAJKUMAR
Table of Content
Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Acknowledgement Declaration Preface Executive Summary
Particulars
Page
1 2 4 8 11 12 16 16 17 17 18 39 41 44 45 46 49
Introduction Regarding the Project Industry Profile Company Profile Bharti in Karnataka Theoretical Background Research Design Objectives of the Study Scope of the Study Limitation of the study Analysis and Interpretation of the Data Hypothesis Testing Findings Conclusions Suggestions and Recommendations Annexure Bibliography
EXECUTIVE SUMMARY
The present Indian telephone sector involves very high competition between the national players including government and private players. Because of the tough competition between the service providers the quality of the service also gradually increases and client shifting from the one service to other services is also very high. In India the government sector BSNL is the market leader in this sector and it has the large network. But now private player like Airtel, Reliance Infocom, Tata Indicom etc are trying to capture the market from BSNL because of their low cost and good service quality. To keep up while maintaining their service standards successful players must constantly evaluate the service they offer.
The survey describes the service quality of the Airtel STD and Coin box(CCB) connection in south Bangalore city. This research work is focused on analyzing the quality services provide by the Airtel with regarding to STD and CCB connections. This research study is restricted to the assessment of quality service in STD and CCB service connections; it cannot concentrate on Airtel mobile services. The project employs simple random sampling and sampling size for the survey is 200. The study is based on the data collected through structured questionnaire and informal interview with the key personnel. Since it is primary research to make data more easily understanding various statistical tables, charts used to interpret and the final answer has also tested by the hypothesis. The most important findings of the research work were the factors that have been identified to assess the pre process service quality and market awareness of the Airtel STD and CCB connection. The crucial recommendations and conclusion provided after interpreting and analyzing the collected data through primary sources for the further research.
INTRODUCTION
BACKGROUND OF THE STUDY
The Indian telecommunications sector is one of the largest and
fastest
growing sectors. It also witness one of the fastest market growth rates globally with a compounded annual growth rate (CAGR) of around 19 percent up to 2006.
Marketing of the service is very difficult compare to the marketing of product. Because the service is intangible in nature and customer only feel it but cannot touch it. The quality of services takes a important role in selling the telephone services. The service quality include good error free network coverage, handling the customer quarries, attractive promotion strategies, billing accuracy and easy understanding.
This study is undertaken keeping in mind, the accomplishment of the various planned goals and objectives that have been set by respective researcher. Many theories have been formulated and simultaneously various books have been written on various aspect of assessment of service quality study. These theories and books have been compiled keeping in mind various factors that affect the service quality prior to purchase and after purchase situation. Taking these theories into consideration business concern has been involved in studying service quality assessment in a very detailed manner in order to keep a check on their business.
Private operators have a low market share in STD and CCB connections and government player BSNL is the market leader in this market. Airtel is second largest in this STD and CCB market. So, it has the good opportunity to capture the market from the BSNL. Airtel is the well known telecommunication service in Bangalore city and it is the second largest telephone services provider in Karnataka. Presently Airtel, Reliance, Tata Indicom etc are rapidly entering into STD and CCB market with their own different marketing strategy. Three main private groups- Bharti, Tata and
Reliance are braving the hazards of competing with the private sector incumbents. This is boom time for the consumers, who have been paying among the worlds highest tariffs so far.
STATEMENT OF THE PROBLEM
Problem Question: The problem is to assess the service quality of Airtel STD and CCB connection services in south Bangalore city?
Objectives To study the market awareness of Airtel STD and CCB service. To analyze service quality pre process customer satisfaction of Airtel STD and CCB connections in south Bangalore city.
INDUSTRY PROFILE
STD and CCB segment is very profitable for any telecom operator. For this reason operators give additional importance to STD and CCB services by the operators in Bangalore city. BSNL was the only telecom operator, which was running the STD/ISD PCO segment. But recently private operators like Touchtel from BHARATHI TELENET Limited and TATA Indicom from TATA Tele services and Reliance entered in this business. The study is conducted to assess the service quality of Airtel STD and CCB connections in south Bangalore city.
MAIN COMPETITORS The competition varies across the segments but the current players include the stateowned operators as well as private operators, operating on the basis of level playing field.
In the public sector the main players are: Bharat Sanchar Nigam Ltd. (BSNL) Mahanager Telephone Nigam Ltd. (MTNL) Videsh Sanchar Nigam Ltd. (VSNL) Gas Authority of India Ltd.- ( fourth coming projects) In the private sector the main players are: Bharti Tele net Ltd. Reliance Telecom Ltd. Tata Tele services Ltd. Hughes Tele.com (I) Ltd. Birla Group, BPL, Hutchison, RPG, Sterling etc.
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Private Telephony Subscribers overtakes PSU Nos.
As per the data received from operators and their associations, the subscriber base of private operators have reached 53.76 million whereas that of PSU operators (BSNL & MTNL) is 53.24 million. The percentage market share of private operators has become 50.24% as compared to 49.76% of PSU operators.
Subscriber Base as on 31st July 2005 ( in millions) Fixed Private Operators PSU Operators Total 6.43 40.74 47.17 Mobile 47.33 12.50 59.83 Total 53.76 53.24 107.00 Market share (%age) 50.24 49.76 100
The growth pattern of mobile and fixed subscribers of PSUs and private operators for the last seven years is shown below:
S u b s c r ib e r b a s e o f P S U & P r iv a t e s e c t o r o p e r a t o r s
60
50
40
Tot al P vt.
30
Tot al P S U
20
10
0 M a r c h ,9 8 M a r c h ,9 9 M a r c h ,0 0 M a r c h ,0 1 M a r c h ,0 2 Ye a r En d i n g M a r c h ,0 3 M a r c h ,0 4 M a r c h ,0 5 J u l y ,0 5
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The operator wise subscriber base of fixed services & their market share is tabulated below:
S.No.
Service Providers
Subscribers (in millions)
Market Share (% age) 78.02 8.35 6.85 3.94 2.06 0.44 0.34 100
1 2 3 4 5 6 7
BSNL MTNL Tata Reliance Bharti HFCL Shyam All India
36.8 3.94 3.23 1.86 0.97 0.21 0.16 47.17
The operator wise total subscriber base of mobile and fixed telecom services and their market share as on July 2005 is tabulated below: S.No. Service Providers Subscribers (in millions) Market Share (% age) 1 2 3 4 5 6 7 8 9 10 11 12 BSNL Reliance Bharti Hutch IDEA MTNL Tata BPL Aircel Spice HFCL Shyam Total 47.96 14.01 13.76 8.85 5.73 5.27 4.84 2.7 1.94 1.49 0.27 0.18 107 44.82 13.09 12.86 8.27 5.36 4.93 4.52 2.52 1.82 1.39 0.25 0.17 100
(Source: www.Bharatitele.com for the above tables)
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The substantial higher investments in the case of PSUs are due the fact that they have a very large network of fixed lines, which requires considerably greater investment than the mobile networks. In March 2005 the subscriber number has crossed a figure of 98 million.
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Company Profile
AirTel service is operated by the Bharti Cellular Limited is part of the biggest private integrated telecom conglomerate Bharti Enterprises. Bharti provides a range of telecom services like Cellular, Basic Internet and recently introduced National Log Distance Bharti. Bharti also manufacturers and exports telephone terminals and cordless phones. Apart from being largest manufacturer of telephone instrument in India, it is the first company to export its products to the USA.
Bharti Tele-Ventures
Bharti Tele-Ventures Limited, a part of Bharti Enterprises, is India's leading provider of telecommunications services. The businesses at Bharti Tele-Ventures have been structured into two main strategic business groups the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the AirTel brand.
Vision:
TO BE GLOBALLY ADMIRED FOR TELECOM SERVICES THAT DELIGHT CUSTOMER.
Mission:
We will meet global standards for telecom services that delight customers through: Customer Service Focus Empowered Employees Innovative Services Cost Efficiency
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Company History
Bharti Tele-Ventures is one of Indias leading private sector providers of Telecommunications services with an aggregate of 10.63 million customers as of end of December 04 consisting of approximately 9.83 million mobile customers. The company today offers mobile services in 21 out of 23 circles in India. The company also provides fixed - line services and Internet access over DSL in 5 circles. The company complements its mobile and fixed-line services with national and international long distance services. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles.
Sunil Bharti Mittal, Chairman & Managing Director, Bharti Enterprises gets 'The Best Asian Telecom CEO' award. Bharti Tele-Ventures is Asia's 'Best GSM Carrier'.
BHARTI TAKES TOP HONOURS AT TELECOM ASIA AWARDS 2005 Bharti is the only Indian telecom to figure in this years Telecom Asia Awards. Awards decided on the financial, marketing and technological prowess of the telecoms Telecom Asia Awards 2005 - one of the most prestigious awards in the telecom sector and Recognized as a Asian Telecom Powerhouse Bharti Tele-Ventures has also been adjudged the Best GSM Carrier in Asia. It also won the Best Indian Carrier awards. Eight carriers from seven different markets around the region were presented with their trophies at a glittering ceremony at the Intercontinental Resort.
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Bharti is the only Indian company to figure in the merit list at Telecom Asia 2005. According to Mr. Sunil Bharti Mittal, Chairman & Group Managing Director, Bharti Enterprises, The awards mark a great beginning to the Year 2005 and follow a series of prestigious awards won by Bharti last year. It is heartening to note that Bhartis efforts in creating world-class telecom infrastructure are being recognized across the world. I take this opportunity to thank all the stakeholders including our valued customers, channel partners and our employees for making Bharti emerge as Asias finest telecom company.
Airtel Becomes The First GSM Operator In The Country To Cross The 10 Million-Customer Milestone
One in Every Four GSM Mobile Users in the Country Is An AirTel Customer. It celebrates by launching the AirTel mobile service in Bihar, the 21st telecom circle to be launched. With the mobile service launches planned for Assam & North East by the end of this fiscal, AirTel well on course to acquire an All India Footprint. It also the first Indian GSM operator to join the international club of mobile companies having 10 million plus customers.
To celebrate the milestone of the first GSM operator in India cross the 10 million customer mark and to celebrate the milestone AirTel launches of its mobile services in Bihar. t is clearly the fastest growth achieved by any GSM service provider in the country. The milestone is also a celebration for the entire Indian mobile industry, which has shown tremendous resilience over the last decade. (Source: www.Bharatitele.com)
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BHARTI IN KARNATAKA
Bharti cellular limited is a part of the mobile services of Bharti Tele Venture and it is the leading private sector provider of the telecommunication services in Karnataka covering 280 towns and would soon be present in 355 towns. Mobile services constitute the largest portion of Bhartis business both in terms of total revenues and total customers. The company is also engaged in fixed-line, long distance, group data and enterprise services. Indian cellular industry and redefined the business through marketing innovations, introduction of new generation value-added services and the highest standard of customer delivery. Today, Airtel offers its customers choice and superior value for money with a range of innovative value-added services backed by excellent customer service. Airtel Karnataka has been Ranked BEST Cellular Service Provider in the country & is also the first operator to be bestowed the ISO certification for quality standards
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THEORETICAL BACKGROUND
Consumer Research:
It is the process and tools used to study consumer behavior. Consumer behavior refers to the behavior that display by him/ her in searching for purchasing, using, evaluating and disposing of product or services that they expect.
Market Exclusivity:
It refers to single means monopoly market. Where the company wants to have full market control. So, exclusivity in service like telecommunication refers to have only the companys services and full control over the intermediaries and customer. Airtel wants to have exclusive in STD and CCB connections, but it has lot of competition line like BSNL, Reliance and Tata Indicom etc.
Market:
A market is the set of all actual and potential buyers of a market offer. The size of a market depends on the number of buyers who might exist for a particular market.
Potential Market:
The potential market is the set of consumers who show a sufficient level of interest in a market. Potential consumers access to the product offer. The available market is the set of consumers who have interest, income and access to a particular type. The potential market for Airtel STD and CCB connection are medical shops, general store, CD shops, and telephone booth etc who have income and access to particular type.
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CUSTOMER SATISFACTION
Customer satisfaction is the individuals perception of the performance of the product or service in relation to his or her expectations. Customer expectations are the reference points for performance against which service experiences are compared Among the various benefits of customer satisfaction, the most important benefit is that the customer satisfaction creates loyal customer.
TYPES OF CUSTOMERS
SATISFIED CUSTOMERS
Whose experience exceeds the expectations and who provide very positive word of mouth about the company to the others
NEUTRAL CUSTOMERS
Who are neutral or merely satisfied and are likely to stop doing business with the company.
DISSATISFIED CUSTOMERS
Who have had negative experience with the company and who spread negative word of mouth? Who are unhappy customers and who stay with the company because of a monopolistic environment or low prices and who are difficult and costly to deal with because of their frequent complaints.
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Literature survey
The first step of any research study is literature study. Based on the study objective during the literature study the specific areas and issue up on which data gathering will be decided. It is a paramount importance because it equips the researcher with macro view of micro issues.
It gives exhaustive information to the researcher in the area and provides diversified view on particular subject. Academic journals, conference proceedings, report books etc are must e tapped depending on the nature of the problem.
It is the process that one source would lead to another. Te literature review encompasses different kinds of information sources concerning the identification of various reason behind the assessment if service quality. It started with search in internet and textbooks and other relevant magazines. The earlier studies, if any which are similar to the study, concerning the problem at hand must necessarily be surveyed and examined before a definition of the research problem is given. This is done to find out what data and other materials, if any are available for optional purpose. All this will enable a researcher to take new strides in the field for furtherance for knowledge, i.e., he can move up starting from the existing premise.
The central idea in review of literature is data gathering. So, review of literature is carried on. A researcher should carefully scrutinize the available information and use discretion, to find out whether the gathered data is adequate and sufficient for the problem.
The references were made and extracts were drawn from old project reports and ICFAI journals. The summary, questionnaire design etc are made with the reference from those reports.
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STATEMENT OF THE PROBLEM
Problem Question:
To assess the service quality of Airtel STD and CCB connection services in south Bangalore city? Purpose of the study:
The purpose of the study is to examine the assessment of service quality of Airtel STD and CCB connections in south Bangalore.
Objectives:
To study the market awareness of Airtel STD and CCB service. To analyses service quality pre process customer satisfaction of Airtel STD and CCB connections in south Bangalore city. Types of Research:
It is a survey done to know the service quality with regard to Airtel STD and CCB connections. This includes the questionnaire to know the service quality.
Sampling Technique:
The sampling technique used for this research is Simple Random sampling.
Sample Size
The chosen sample size is 200.The sample is derived from the respondents within Bangalore city covering about 65 lakh households.
Sample Description: The subjects for the sampling were picked at random covering a spectrum of telephone booths, medical shops, general store, CD shops etc. and on the geographical basis samples are selected.
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RESEARCH DESIGN:
Marketing research is the systematic collection of information from the primary sources. Gathered data is subsequently analyzed to determine it usefulness in marketing decision-making. Research has being undertaken through following steps. Development of Objectives Collection of Secondary Data Preparation of Questionnaire. Design of Sample Collection of Primary Data Tabulation & Analysis of Data Preparation of Report.
COLLECTION OF DATA
Primary Data:
Primary data regarding service quality are collected with the help of questionnaire, through direct contact with the STD and CCB connection users.
Secondary Data:
Secondary data is the information that already exist somewhere, which has been collected for another purpose. In this study, secondary data has been collected from the following sources: Company Website
Methodology:
A structured questionnaire for the purpose of collecting necessary data has been used. A non probability, simple random consisted of 200 respondents across south Bangalore city.
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Data collection Instrument: The Questionnaire method of data collection is quite popular, particularly incase of big enquiries. Questions related to objectives of the study, form major portion of the questionnaire. It mainly consists of multiple choice questions so that respondent can mark one of the several choices of answers. Questionnaire is formed based on the ideas obtained from researchers discussion of the problem guide. The survey has conducted in the areas of Jaynagar, J.P Nagar and Bangalore south region during the business hours. Scope of the Study: The result obtained cannot be generalized to the whole population as the methods for arriving at the sample size and selecting the sample were unempirical. The findings are restricted to the particular shop, as there exists a Difference in target customers and attributes among all the shops. The study will help the company to identify which Sections need to improve so that it can provide customers with a better shopping expert. The study will also help the management to decide how and where to better allocate the resources, such as technology.
Limitations of the study: Study is restricted to only South Bangalore
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Data analysis and Interpretation Table 1: The table shows about how many STD connections our respondents have Sr. No. 1 2 3 4 Total Source: Field Study The chart show about how many STD connections our respondents have
180 160 140 120 100 80 60 40 20 0 156
No. of Connections Only One Two Three More than Three
No. Of Respondents 156 16 12 16 200
Percentage 78% 8% 6% 8% 100%
16
12
Three
16
One
Tw o
Three+
The above chart shows that, 78% of respondents have only one STD connection, 8% of respondents have two connections, 6%of respondents have three connections and 8%of respondents have more than three connections.
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Table 2: The table shows from how many years our Respondents have associated with this Airtel STD business
Sr. No. 1 2 3 4 Total
Time Duration One to Six Months Six to Twelve Months 1-2 Year More than 2 Year
Percentage 14% 38% 30% 18% 100%
Source: Field Study
The chart show from how many years our Respondents have associated with this STD business
80 70 60 50 40 30 20 10 0
76 60 36 28
1-6Months
6-12Months
1-2Year
2Year+
It is depicted from the chart that 14% of respondents are associated with this STD business from last 1-6 months, 38%of the respondents are associated with this business from last 6-12months, 30%of the respondents are associated with this business from last 1-2 years, and 18% of the respondents are associated with this business from last more than 2 years. It means the recent STD connections of Airtel are in increasing trend. It gradually captures the market.
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Table 3:
The table show about respondents average business from the AirTel STD connections (every month).
Sr. No. 1 2 3 4
Monthly Revenue Less than Rs.3000 Rs. 3000- Rs. 6000 Rs. 6000- Rs. 12000 More than Rs. 12000 Total
Percentage 56% 30% 8% 6% 100%
Source: Field Study
The chart show about respondents average business from the AirTel STD connections (every month).
120 100 80 60 40 20 0
112
60
16
12
More than 12000
Less than 3000
3000-6000
6000-12000
The chart depicts that, 56% respondents make business below Rs. 3000 for every month, 30% of the respondents make business within Rs. 3000-6000 for every month, 8% of the respondents make business within 6000-12000 for every month and 6% of the respondents make business more than 12000\- for every month.
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Table 4: The following tables and charts show how strongly respondents agree or disagree with each of these statements. The table shows customer opinion regarding services of sales executives to handling customer quarries.
Sr. No. 1 2 3 4 5
Customers Perception Strongly Agree Agree Neutral Disagree Strongly Disagree Total
No. of Respondents 36 156 8 0 0 200
Percentage 18% 78% 4% 0% 0% 100%
Source: Field Study
The chart shows customer opinion regarding services of sales executives ability to answer their quarries.
200 150 100 50 0

S.Agree
156
36 8 0
Dis agre e
0
S.Disagree
Agre e
Neutral
The above chart depicts that 18% of respondents were strongly agreed, 78% of respondents were agreed and 4% of respondents were neutral to that, AirTel service executives have knowledge to answer their queries. It means the Airtel customer service in handling service quarries is good and they have the good knowledge to convince customer.
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Table 5: The table shows customer care executives quick responses to customers quarries. Sr. No. 1 2 3 4 5 Customers Perception Strongly Agree Agree Neutral Disagree Strongly Disagree Total Source: Field Study
Percentage 14%% 40% 32% 12% 2% 100%
The chart shows customer care executives quick responses to customers quarries.
80 80 60 28 40 20 0
S.Agree Agree Neutral Disagree S.Disagree
64
24 4
The above chart depicts that 14% of respondents were strongly agreed, 40% of respondents were agreed,32% of respondents were neutral,12% of respondents were disagree and 2% of respondents were strongly disagree to that, AirTel service executives were never busy to respond. It means Airtel people are never busy to handle the customer quarries and whenever customer wants to clarify their doubts they get it.
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Table 6: The table shows Airtel service executives pay the individual attention to handling the customer quarries.
Sr. No. 1 2 3 4 5
Percentage 38%% 36% 20% 06% 00% 100%
Source: Field Study
The charts shows Airtel service executives pay the individual attention to handling the customer quarries.
76 80 60 40 20 0
S.Agree Agree
72
40 12 0
Neutral
Disagree
S.Disagree
The above chart depicts that 38% of respondents were strongly agreed, 36% of respondents were agreed, 20% of respondents were neutral, 6% of respondents were disagreed to that, AirTel service executives pay individual customer attention. It means the customer Airtel individual customer attention is very good. The more than 50% respondent satisfied with the Airtel individual attention.
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Table 7:
The table shows customer view about Airtel error free network.
Sr. No. 1 2 3 4 5 Total
Customers Perception Strongly Agree Agree Neutral Disagree Strongly Disagree
Percentage 15% 24% 30% 21% 10% 100%
Source: Field Study
The chart shows customer view about Airtel error free network.
Strongly Disagree 10% Disagree 21%
Strongly Agree 15%
Agree 24% Neutral 30%
The above chart depicts that 15% of respondents were strongly agreed, 24% of respondents were agreed, 30% of respondents were neutral, 21% of respondents were disagreed to that and 10% of respondent strongly disagree about the Airtel error free network. Because customer facing some problem in network like line jumping.
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Table 8: The Table shows Airtel service to get resolved the customer problem soon.
Sr. No. 1 2 3 4 5 Total
Customers Perception Strongly Agree Agree Neutral Disagree Strongly Disagree
Percentage 20%% 48% 24% 08% 00% 100%
Source: Field Study
The chart shows Airtel service to get resolved the customer problem soon.
96 100 80 60 40 20 0
S.Agree Agree Neutral Disagree
40
48 16 0
S.Disagree
The above chart depicts that 20% of respondents were strongly agreed, 48% of respondents were agreed, 24% of respondents were neutral, 8% of respondents were disagreed to that, their problems were resolved very soon.
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Table 9: The table shows attractiveness of Airtel displays.
Sr. No. 1 2 3 4 5
Percentage 22%% 34% 36% 04% 04% 100%
Source: Field Study
The chart shows attractiveness of AirTel displays.
68 80 60 40 44
72
8 20 0
S.Agree Agree Neutral Disagree
S.Disagree
The above chart depicts that 22% of respondents were strongly agreed, 34% of respondents were agreed, 36% of respondents were neutral, 4% of respondents were disagree And 4% of respondents were strongly disagree to that, AirTel displays are very attractive.
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Table 10: Table shows that the customer awareness level of Airtel service guaranty scheme.
Sr. No. 1 2
Response Yes No Total
No. Of Respondents 96 104 200
Percentage 48% 52% 100%
Source: Field Study
The following graph shows that the customer awareness level of Airtel service guaranty scheme.
Aw a re ne ss of se rvice gua ra nte e sche m e
No 52%
Ye s 48%
Telecom is essential to any modern business, so AirTel telephone services makes sure to its customers enjoy faultless services. In fact it is one of the few service providers anywhere to guarantee a minimum level of service to its subscribers. Under this scheme Rs 100 is paid to subscribers if, AirTel failed to provide the guaranteed services, which are, 1. Repair of dead line within 4 hours 2. Error free billing The chart showing you that out of 200 respondents 52% were aware o this scheme and 48% of subscribers were unaware of this service.
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The below table and charts showing Airtel service quality with regards to billing system
Table 11: Table shows that the Airtel the billing system.
Sr. No. 1 2 3 4 5
Customer Perception Very Clear Ok Adjustable Difficult Very Difficult Total
No. Of Respondents 24 48 76 52 16 200
Percentage 12% 24% 38% 26% 8% 100%
Source: Field Study
Graph shows that the Airtel billing system.
76
80
48
52
60
24
40 20 0
Very Clear Ok AdjustableDifficult Very Difficult
16
The above chart depicts that 34% of respondents opinioned it is very clear, 56% of respondents said it is ok, 6% of respondents were adjustable and 6% of respondents were felt difficult about the AirTel billing system.
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Table 12: Table shows that the Airtel billing system Accuracy.
Sr. No. 1 2 3 4 5
Customer Perception Totally Accurate Highly Accurate Somewhat Not Exactly Not Very Accurate Total
Percentage 32% 58% 20% 00% 00% 100%
Source: Field Study
The Chart shows that the Airtel billing system Accuracy.
116
120 100 80 60 40 20 0
64
20 0 Totally Accurate 0
Highly Somew hat Not Exactly Not Very Accurate Accurate
The above chart depicts that 72% of respondents are satisfied for its always regularity and 28% of respondents said it is sometimes regular about the AirTel billing system.
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Table 13: Table shows that the Airtel billing system Regularity.
Sr. No. 1 2 3 4 5
Customer Perception Always Some Times Delayed by a week Not Regular Never Regular Total
Percentage 72% 28% 00% 00% 00% 100%
Source: Field Study
The Chart shows that the Airtel billing system Regularity
144
160 140 120 100
56
80 60 40 20 0 Always Regular SomeTime Regular Delayed by a week Nor regular Never Regular
The above chart depicts that 72% of respondents are satisfied for its always regularity and 28% of respondents said it is sometimes regular about the AirTel billing system.
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Table 14: The Table shows Airtel respondent how often faced the billing problems
Sr. No. 1 2 3
Responses Each Billing Some Billing Not at All Total
No. of Respondents 00 90 110 200
Percentage 00% 45% 55% 100%
Source: Field Study
The chart shows Airtel respondent how often faced the billing problems
Not at All
55% 110 45% 90 0% 0
Some Billing Each Billing
Out of 200 respondents 55% of the subscribers have not faced any billing problems and only 45% of the subscribers had faced the billing problems. This happens because of understanding the Airtel billing system is bit difficult.
37
Table 15: The Table shows Airtel executives time taken to clear queries of respondents.
Sr. No. 1 2 3
Responses Immediate About a week Not Clarified Total
No. of Respondents 164 28 8 200
Percentage 82% 14% 04% 100%
Source: Field Study The chart shows Airtel executives time taken to clear queries of respondents.
14%
4%
82%
Immediate
About a w eek
Not Clarified
Out of 200 respondents, 82% of the respondents are very happy So that their problems get resolved immediately, 14% respondents service problems were resolved within a week and 4% problems of subscribers problems are not yet resolved.
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Table 16: The Table shows do all respondents get the needed information from Airtel service Customer Care center.
Sr. No. 1 2 Total
Responses Yes No
No. of Respondents 184 16 200
Source: Field Study
The chart shows do all respondents get the needed information from Airtel service Customer Care center.
No 8%
Yes 92%
AirTel subscribers are very happy regarding the services of customer care center. Customer care center is struggling hard to provide all information in order to serve then better. Out of 200 respondents 92% are very satisfied with the services and 8% are not satisfied with the services of customer care center.
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Table 17: The Table shows respondent reason behind dials up to Airtel service customer care center.
Sr. No.
Customer Perception
No. Of Respondents (Out of 200 Each)
Percentage
1 2 3 4
Billing Related Enquiries 64 To Give Complaint Product Related Tariff Related 104 8 24
32% 52% 4% 12%
Source: Field Study
The chart shows respondent reason behind dials up to Airtel service customer care center.
Product Related 4% Tarif f Related 12% Billing Related Enquiries 32%
To Give Complaint 52%
The customers dial up to customer care center for the following reasons. 32% customer dial up for billing related enquiries 52% customers dial up to complaint regarding the network problems and services. 4% customers dial up to make enquiries regarding product and services 12% customers dial up to make enquiries regarding tariffs and new schemes.
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Table 18: The Table shows respondent responses about the AirTel services is good compared to others.
Sr. No. 1 2 3 4 5
Customer Perception Strongly Agree Agree Neutral Disagree Strongly Disagree Total
Percentage 26% 58% 10% 04% 02% 100%
Source: Field Study The Table shows respondent responses about the AirTel services is good compared to others.
N e u tr a l 10%
D is a g r e e S .D is a g r e e 2% 4%
S .A g r e e 26%
Agre e 58%
AirTel subscribers believed that the service of AirTel is good as compare to other service providers like, BSNL, RELIENCE and TATA INDICOM. 26% customers strongly agree for providing best service than the others. 58% of customers agrees to the statement that, AirTel services are good compared to other services. 10% customers are neutral to express their views regarding best services provisions. 4% customers disagree with the above expressed statement. 2% customers strongly disagree with the above expressed statement.
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Table 19:
The Table shows Customers rate about quality service by Air Tel as they feel.
Sr. No. 1 2 3 4 5
Customer Perception Delighted Pleased Satisfied Un Satisfied Terrible Total
Percentage 08% 34% 52% 04% 00% 100%
Source: Field Study The chart shows Customers rate about quality service by Air Tel as they feel.
Un Satisf ied 4%
Terrible 0%
Delighted 8%
Satisf ied 54%
Pleased 34%
AirTel customers believed that the service is like this, 8% customers delighted about the AirTel services. 34% of customer satisfied about the AirTel services. 54% of customers are satisfied means neutral about the AirTel services. 4% of customers are Unsatisfied with AirTel services. And no one respondent is having terrible experience with this service means the respondents are satisfied but not delighted from the service. It means these satisfied customers very quickly switch to competitor service, because they are not delighted from present service.
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Table 20: Table shows respondent suggestion to new connection buyers like their friend, relatives etc..
Sr. No. 1 2 3 4
Customer Perception Air Tel BSNL Tata Indicom Reliance Total
Percentage 96% 04% 00% 00% 100%
Source: Field Study
Table shows respondent suggestion to new connection buyers like their friend, relatives etc.
Tata Indicom Reliance BSNL AirTel
Its very proud to state that all the AirTel subscribers are satisfied with AirTel services and they are enjoying much with the new schemes. If any of their friends wants a new connection they proudly suggest to have the AirTel connection. This buzz marketing will definitely helps to increase the sales and market share of AirTel. And also this customer having planned to select Airtel services connection in near future, if they want to expand their business.
0 0
0
8 192
50 100 150 200 250
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Table 21: Table shows the Response to the question would you like to go for new connection at your premises.
Sr. No. 1 2 Total
Responses Yes No
No. of Respondents 126 74 200
Source: Field Study Chart showing the Response to the question would you like to go for new connection at your premises.
No 37%
Yes 63%
The above chart shows that there is good potential market is there for Airtel services. Because the most of the existing customer having plan to take new connection to their existing business. The data shows around 63 percentage of people interested in taking new tele service connections for their own premises only. It means there is a good opportunity is there to Airtel services to capture the existing market. And most of the existing customer having preferred to take 2 more new connections and few of them having planned to go for one more connections. And 40 percent of the customer having data about their friends, relatives and neighbors those who are looking for new STD and CCB connections. And many of them initially prefer to go for one and two connections and no one interested to go for three and four connections.
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Statistical Test
KOLMOGOROV SMIRNOV TEST
This test is appropriate when the data are at least ordinal and the research situation calls for a comparison of an observed sample distribution with a theoretical distribution. Under these conditions the KOLMOGOROV SMIRNOV (KS) one sample test is more powerful than the Chi-square test and can be used for small samples when the Chi square test cannot. The KS is a test of goodness of fit in which we specify the Cumulative frequency distribution that would occur under the theoretical distribution and compare that with the observed Cumulative frequency distribution. The theoretical distribution represent our expectation under Ho. we determine the point of great divergence between the observed and theoretical distribution and identify this value as D (maximum deviation). From a table of critical values for D we determine whether such a large divergence is likely o the basis of random sampling variations from the theoretical distribution. The value for D is calculated as follows: D=maximum |Fo(x)-Ft(x)| In which Fo(x) = the observed cumulative frequency distribution of a random sample of n observation. Where X is any possible score, Fo(x)= k/n, where k=the number of observation equal to or less than X. Ft(X)= the theoretical frequency distribution under Ho. The testing process is as follows:
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Null hypothesis: Ho: = There is a significant quality service provide by the Airtel STD and CCB connection services.
Alternative hypothesis: H1: = There is no such significant quality service provide by the Airtel STD and CCB connection services..
Characteristic
ServiceRating between other Services
campaigning
No.in each Character 70
42
48
Fo(x)
70/160
112/160
160/160
Ft(x)
53.3/160
106.6/160
160/160
|Fo(x)-Ft(x)|
16.7/160
5.4/160
D calculated
16.7/160 =0.1075
5.4/160 =0.03375
D critical value = 0.1075
Conclusion: D calc is < D cv, so the null hypothesis is accepted. There is a significant quality service provide by the Airtel STD and CCB connection services.
46
FINDINGS
1) From the study we find 52% of the Airtel STD and CCB connection users are
the new users. These respondents are got the Airtel subscription from last one year.
2)
The study found that 56% of respondent earning income bellows Rs.3000 for
every month and 30% of respondent having telephone turnover between Rs.3000 to 6000. And only 14% of respondent have telephone business turnover above Rs.6000 per month.
3)
This study shows 18% of respondents are strongly agreed and 78% are agreed
to the Airtel service executives have well quarries handling ability and knowledge.
4)
This study find outs 14% of respondents strongly agreed and 40% of the
respondents agreed to the Airtel service executive are never busy to respond. 32% of respondents are neutral about this and 12% of respondents disagreed to this and 2% of respondents having strong disagree to this.
5)
This study finds that 38% of respondents are strongly and 36% of respondents
agreed to say that the Airtel service executives pay the individual attention handle the quarries. 20% of respondent having neutral opinion about it and 6% of respondent disagreed to this.
6)
The study finds that 15% of respondents strongly agreed and 24% of
respondent agreed to say Airtel service is providing error free network. 30 of respondents having neutral opinion and 21% of respondents disagree , 10% of respondents strongly disagreed to this.
7)
This study finds 20% of respondents were strongly agreed, 48% of
respondents were agreed, 24% of respondents were neutral, about the Airtel executives are resolving problem very soon. And 8% of respondents are disagreed to that.
47
8)
It find 22% of respondents were strongly agreed, 34% of respondents are
agreed, 36% of respondents are neutral, responses about the Airtel display are very attractive and 4% of respondents were disagree and 4% of respondents are strongly disagree to that.
9)
The study found that 12% of respondents are very clear about the billing is
easy to understand and 24% of respondents are ok with it and 38% of respondents are responding understanding of billing is adjustable and 34% of respondents are felt it is difficult and very difficult to understand..
10)
Out of 200 respondents 55% of the subscribers has not at all faced any billing
problems and only 45% of the subscribers had faced the billing problems.
11)
The study shows AirTel subscribers are very happy regarding the services of Customer care center is struggling hard to provide all
customer care center.
information in order to serve then better. Out of 200 respondents 92% are very satisfied with the services and 8% are not satisfied with the services of customer care center.
12)
The customers dial up to customer care center for the following reasons.
32% customer dial up for billing related enquiries 52% customers dial up to complaint regarding the network problems and services. 4% customers dial up to make enquiries regarding product and services 12% customers dial up to make enquiries regarding tariffs and new schemes
13)
AirTel subscribers believed that the service of AirTel is good as compare to
other service providers like, BSNL, RELIENCE and TATA INDICOM. 26% customers strongly agree for providing best service than the others. 58% of customers agree to the statement that, AirTel services are good compared to other services. 10% customers are neutral to express their views regarding best services provisions. 4% customers disagree with the above expressed statement. 2% customers strongly disagree with the above expressed statement.
48
14)
Its very proud to state that all the AirTel subscribers are satisfied with AirTel
services and they are enjoying much with the new schemes. If any of their friends wants a new connection they proudly suggest having the AirTel connection. This buzz marketing will definitely helps to increase the sales and market share of AirTel.
15)
AirTel customers believed that the service is like this,
8% customers delighted about the AirTel services. 34% of customer satisfied about the AirTel services. 54% of customers are neutral about the AirTel services. 4% of customers are dissatisfied with AirTel services.
16) The Air Tel is having good potentiality in Banglore South because 96% of the respondents suggesting the AirTel service connection for their friends , elatives and 63% of existing customer are going for new connections.
49
CONCLUSIONS
AirTel is the first private company to come up in landline telecom business and already having more than 5, 00,000 customers in its credit.
AirTel Company has got a good brand image in the market.
Its Internet connection given to residential users by this company is very economical compared to its competitors.
Its STD/ISD, PCO business is very profitable business in the market.
People prefer AirTel mainly because of price effectiveness and other prize benefits they get apart from the services render.
Apart from billing problem Air Tels service is excellent one in case of complaint handling, quick connectivity, fault repairing and good networking.
It has provided various payment options in terms of bill payment, which is very helpful to customers.
AirTel is also giving a very competitive profit margin for STD/ISD, PCO owners also.
Market potentiality is very high as more than 30% subscribers of competitors are interested to shift to AirTel.
50
SUGGESTIONS AND RECOMMENDATIONS

As it is clear from the respondents feedback that few respondents consider the billing system should be improved, prompt and make the billing system easy understand the customer to improve its service quality in billing system.
Few of the respondents were facing the network problems such as call jumping. So AirTel should improve quality of network service to maintain and build the goodwill among customers.
Company should device appropriate pricing strategy by improving commission rate to generate good business STD/CCB connections holders to increase their turnover and give a good quality services with competitive price.
Most of the respondents are feared with the mobile STD tariffs provided by different service providers. So, to minimize this adverse impact. AirTel should come up with new schemes and offers to build the confidence for its service.
Company should try to build up the confidence among the customers as for as competition from various telecom service providers/operators especially in connection to mobile/STD tariffs.
The company should plan appropriate promotion strategy to generate awareness about service guarantee scheme among STD/CCB connection holders.
51
Questionnaire
Dear Customer, We, AirTel, are constantly looking to improve the quality of services, as a valued customer of AirTel how do you rate our services, for that we need certain information which will help us to serve you better. Thank you, 1. Name: . 2. Business: . 3.AirTel STD Number: . 4. How many connections you have? a. Only one c. Three b. Two d. More than 3
5. From how many years you are associated with this business? a. 1 6 months c. 1 2 year a. > 3000 c. 6000 12000 b. 6 months 1 year d. More than 2 years
6. How much average business you make from this connection? b. 3000 6000 d. more than 12000
7. Please tick the box that indicates how strongly you agree or disagree with each of the following statements about the services of AirTel & with respect to Companys sales executives. Statements Strongly Agree Agree a. They have knowledge to Answer my quarries. b. They are never busy to respond my requests c.They pay individual customer attention d. our network is best & its error free e. The problems get resolved very soon Neutral Disagree Strongly disagree
52
8. Do you have any competition lines? a. Yes b. No
9. If yes, who is that service provider and how much average business you make from this connection. Service Provider a. BSNL Telephone Number Amount
b. Reliance
c. Tata Indicom
10. Do you know about our Service guarantee scheme? a. Yes b. No
11. Please rate the billing system on the following attributes, a. Easy to understand a. Very clear e. Very difficult b. Accuracy a. Totally accurate d. Not exactly c. Regularity a. Always d. Not regular e. b. Sometimes Never regular c. Delayed by a week b. Highly Accurate e. Not very accurate. c. Some what b. Ok c. Adjustable d. Difficult
12. How often you have faced billing problems? a. Each billing b. Some billing c. Not at all
13. How long did it take to clear queries? a. Immediate b. About a week c. Not clarified
14. Is our customer care center provides you all the needed information. a. Yes b. No
15. For what reason you dial to our Customer care office a. Billing related enquiries c. Product related enquiries b. To complaint d. Tariff related enquiries
53
16. AirTel services are good compared to others a. Strongly agree d. Disagree b. Agree e. Strongly Disagree c. Neutral
17. How you rate about AirTel services, I feel. a. Delighted d. Un-satisfied b. Pleased e. Terrible c. Satisfied
18. If any of your friend wants a new connection then which service provider you will suggest for him. a. AirTel b. BSNL c. Reliance d. Tata Indicom
19. Would you like to have any new telephone connections at tour premises? Yes No
20. If yes, how many connections will you prefer? a. One b. Two c. Three d. Four e. Four +
21. Which service provider will you select? a. AirTel b. BSNL c. Reliance d. Tata Indicom
22. Do you know any of your relatives, friends, neighbors and any others looking for new STD and PCO connections? Yes (If NO please goto Q No 23. If yes, please provide the following details a. Name of the person. b. Contact No... 24. If they ask your advise, which service provider will you suggest for them? a. AirTel b. BSNL c. Reliance d. Tata Indicom No
25. How many new connection they may go for? a. One b. Two c. Three d. Four e. Four +
26. When are they going to have the new connections? a. within 15 days b. 15 to 30 days c. 30 to 45 days d. 45 to 60 days 27. State all your suggestions to serve you better __________________________________________________________________ __________________________________________________________________
54
BIBILIOGRAPHY
Magazines and newspapers
www.AirTel.com www.bhartiworld.com (The company information is collected from these web sites)
Marketing Management Marketing Research Marketing Research Principles of Management
by Philip Kotler. by Cooper and Schindler. by Donald Dull and Tull Hawkins by Philip Kotler & Garry Armstrong.
55

Airtel Project

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GUIDES CERTIFICATE

This is to certify that Project titled THE

SERVICES IN SOUTH BANGALORE

has been prepared by MR.

Date: Place: Bangalore Dr.N.S. VISWANATH

M P Birla Institute of Management

SERVICES IN SOUTH BANGALORE

has been prepared by MR.

Date: Place: Bangalore Dr.NAGESH MALAVALLI

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Acknowledgement Declaration Preface Executive Summary

M P Birla Institute of Management

M P Birla Institute of Management

The Indian telecommunications sector is one of the largest and

M P Birla Institute of Management

STATEMENT OF THE PROBLEM

M P Birla Institute of Management

M P Birla Institute of Management

Private Telephony Subscribers overtakes PSU Nos.

M P Birla Institute of Management

Subscribers (in millions)

BSNL MTNL Tata Reliance Bharti HFCL Shyam All India

36.8 3.94 3.23 1.86 0.97 0.21 0.16 47.17

(Source: www.Bharatitele.com for the above tables)

M P Birla Institute of Management

M P Birla Institute of Management

TO BE GLOBALLY ADMIRED FOR TELECOM SERVICES THAT DELIGHT CUSTOMER.

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

M P Birla Institute of Management

STATEMENT OF THE PROBLEM

M P Birla Institute of Management

M P Birla Institute of Management

Limitations of the study: Study is restricted to only South Bangalore

M P Birla Institute of Management

No. of Connections Only One Two Three More than Three

No. Of Respondents 156 16 12 16 200

Percentage 78% 8% 6% 8% 100%

M P Birla Institute of Management

Sr. No. 1 2 3 4 Total

No. Of Respondents 28 76 60 36 200

Percentage 14% 38% 30% 18% 100%

Source: Field Study

M P Birla Institute of Management

No. Of Respondents 112 60 16 12 200

Percentage 56% 30% 8% 6% 100%

Source: Field Study

Less than 3000

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No. of Respondents 36 156 8 0 0 200

Percentage 18% 78% 4% 0% 0% 100%

Source: Field Study

200 150 100 50 0

M P Birla Institute of Management

No. of Respondents 28 80 64 24 4 200

Percentage 14%% 40% 32% 12% 2% 100%

M P Birla Institute of Management