Introduction

COMPANY PROFILE
History:
Bharti Airtel founded with a modest capital, in the year 1976. It is India's leading provider of telecommunications services. The company has 27 million customers across India. It is a part of Bharti Enterprises. The only operator to provide mobile services in all 23 business regions, or circles, in India, the company also provides telephone services and Internet access over DSL in 15 circles, complementing its national and international long distance telephone services with mobile and broadband services. Sunil Bharti Mittal is the chairman and group managing director of Bharti TeleVentures. He is a graduate of Punjab University and completed the owner/president management program at Harvard Business School in 1999. Bharti Airtel provides telecommunication services primarily to corporate, and small and medium scale enterprises in India. It offers global system for mobile communication (GSM) services, broadband and telephone services, national and international long distance services, and enterprise services. The company's mobile communication services include information services, short message, and prepaid and post paid services, as well as wireless application protocolenabled Internet access and roaming services. Its telephone services include telephone services, dial-up services, special phone plus services, unified messaging, and audio conference services; and broadband services comprise integrated services digital network, leased line, virtual private networks, and wireless fidelity networks. The company also offers long-distance voice and data communication services, as well as enterprise services, such as voice services, mobile services, satellite services, managed data and Internet services, and managed e-business services.

VISION & PROMISE

By 2010 Airtel will be the most admired brand in India:

Loved by more customers Targeted by top talent Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more

ORGANISATION CHART

LITERATURE REVIEW
CUSTOMER SATISFACTION
Introduction:
Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy suits when better offer comes along. Those who are highly satisfied are much less ready to switch high satisfaction or delight credits an emotional dignity with the brand, not just a relational preference. The result is high customer loyalty. Their expectations are influenced by their past buying experience, friends and associated advice, marketers, competitors information and promises. If marketers raise expectations too high, the buye r is to be disappointed.

Definition:
Satisfaction is a function of perceived performance and expectations. If the performance falls short of the expectations the customer is satisfied. If the performance matches the expectations the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted.

Cautions in measuring customer satisfaction:

When customer rates their satisfaction with an element of the companys performance, the delivery company needs to recognize that how the customer defines the good delivery. This could mean an early delivery, on time delivery, order completeness and so on. Yet the company had to spell out every element in detail, customer would face a huge questionnaire. The company must also realize that two customers can report being highly satisfied for different reason.

Companies should also know that mangers and sales people can manipulate their ratings on customer satisfaction. They can be especially nice to customers just before the survey. Another danger is company will go out of the way to please to customer; some customers may express high satisfaction classification (even satisfied) in order to receive more concessions.

Delivering customer value and satisfaction value chain:

The value chain as a tool for identifying ways to create more customer value, every firm has a collection of activities that are performed to design, produce market deliver and support it products. The value chain identifies nine strategically relevant activities. This nine value creating activity consists of five primary activities and four support activities. The primary activities represent the sequence of bringing materials into the business. Converting them into final products, shipping out final products, marketing them and providing service. The support activities procurement, technology development, human resource management and firm infrastructure.

Value delivering network:

To be successful the firms also need to look for competitive advantage beyond its own operations, into the value chain of its suppliers, distributors and customers. Many companies today have partnered with specific suppliers and distributors to create a superior value delivery network

Attracting and retaining customers:

In addition to attracting the new customers and retaining the existing customers many companies are intent on developing stronger bonds and loyalty in the supply chain

TARIFF PLANS IN AIRTEL

Plan
Airtel One Plan 398 Plan 349 Plan Bundling offer Super Lifetime

Validity
1 Month 1 Year 1 Year 2 Year Life time

Talk time
50 200 150 10 10

Call Rate
Local Mobile Landline

STD

50ps 79ps Rs.1 Rs.1

Rs.1 79ps Rs.1 Rs.1

Rs.2.65 Rs.2.65 Rs.2.65 Rs.2.65

OBJECTIVES OF THE STUDY

To know the customers satisfaction. To know the customers behavior and response towards Airtel Company. To find out the factors influencing the customers. To know the activities and facilities provided by company to satisfy customers. To study welfare activities of the company. To know the expectations of customers while connecting with Airtel Company.
To know how branded the Airtel is? To give remedial measures that can be implemented by Airtel.

RESEARCH METHODOLOGY

The data was collected through survey. The information was collected directly from respondents. The survey was done by personal interview, where the information was collected directly from respondents in face-to-face situation. The measurement technique used was a questionnaire. Questionnaire was used as a formalized instrument would give the respondents and the researchers a fixed pattern to conduct a survey. The questionnaire was structured, as it would provide better means of recording the information.

SAMPE SIZE
The sample chosen contained 20 respondents. This number was chosen taking into consideration on the time limit and inadequacy of manpower for the survey. This population is from Bareilly.

SAMPLING METHOD The sampling method chosen is non probability in this survey it was judgmental sampling. As the sampling unit was selected according to the researchers judgment of income.
The respondents were interviewed in their work areas such as office, hospital, home, school, and college.

DATA ANALYSIS AND INTERPRETATION

TABLE NO:-1 DURATION OF USAGE OF AIRTEL SIM BY CUSTOMERS

Duration
1-6months

Percentage
32

6months-1yr

26

1-2yrs

22

2-3yrs

12

3-5yrs

5-8yrs

GRAPH NO:-1

35 30 25 20 15 10 5 0 1-6 Mth 6Mth1Yr 1-2 Yrs 2-3 Yrs 3-5 Yrs 5-8 Yrs
No. of Customers

Interpretation: It is found that most of the users are using Airtel from last 3yrs. From the data it is clear that current market of Airtel has grown up vastly. Because Airtel provides good services and attractive tariff plans.

TABLE NO:-2

DIVERT OF DEMAND FROM OTHER COMPANY TO AIRTEL

From Vodafone to Airtel

11

From Reliance to Airtel

From BSNL to Airtel

GRAPH NO:-2

12 10 8 6 4 2 0 Vodafone Reliance BSNL

No. of Customers

Interpretation: It is found that 27% of the customers have newly got connected to Airtel and 73% are using from long years. In that 27% of customers mostly are diverted from Vodafone, followed by Reliance and then at last by BSNL.

TABLE NO:-3

USAGE OF OTHER SIM

Being an Airtel customer, some of them even use other company sim. The details are as follows:

Percentage Only Airtel users Airtel users using even other sim 76 24

Among these, Airtel users using even other sim are:

SIM BSNL Vodafone Reliance

Percentage 25 41.66 33.34

GRAPH NO:-3

10 9 8
7 6 5 4 3 2 1 0 BSNL VODAFONE RELIANCE
No.of Customers

Interpretation: It is found that 41.66% of the users are using Vodafone, followed by 33.34% users are using Reliance and then 25% users are using BSNL, along with Airtel.

TABLE NO:-4

REASONS FOR BUYING AIRTEL SIMCARD

Reasons Network/coverage

Percentage 58

Attractive tariff/plans

20

Others

22

GRAPH NO:-4

60 50 40 30 20 10 0 Network Plans Others

No.of Customers

Interpretation: By the above chart we can interpret that network/coverage is the main influence factor for customers to accept Airtel service.

TABLE NO:-5

PERFORMANCE OF AIRTEL SIM

Criteria
Delighted

Percentage
24

Highly satisfied

34

Satisfied

42

GRAPH NO:-5

Delighted Highly Delighted

Satisfied

Interpretation: From the above diagram it is clear that 100% customers show the satisfaction towards Airtel.

TABLE NO:-6

LEVEL OF SATISFACTION REGARDING FACILITIES

Facilities
Calls incoming

Good (%)
100

Bad (%)
00

Calls outgoing

66

34

SMS

33

77

MMS

42

58

GRAPH NO:-6

100 80 60 40 20 0 Calls Calls Incoming Outgoing SMS MMS

Good Bad

Interpretation: It is found that 100% of customers are satisfied with incoming calls, because of excellent network coverage. But, as per outgoing calls 34% of them are unsatisfied and the response was only one, which is high cost. 33% of customers agree that SMS facility is good, 5% of them believe that the rate of 10ps/SMS is makes them unsatisfied. Finally, 42% of the customers are satisfied with the MMS.

TABLE NO:-7

MODE OF COMMUNICATION

Mode of communication

Percentage

By sending SMS

46

Postal facilities

12

Call up

33

Internet

GRAPH NO:-7

50 40 30 20 10 0 By Sending SMS Postal Facilities Call Up Internet

No.of Customers

Interpretation: By the above chart it clear that Airtel keeps their customers in touch maximum through sending SMS i.e. 46% then is by call up at 33% and then through postal facility 12% and then through internet is 9% customers strongly believe in Airtel.

TABLE NO:-8

CUSTOMERS PERCEPTION TOWARDS AIRTEL SERVICE AND ITS WELFARE ACTIVITIES

Perception
Proud

Percentage
92

Not proud

GRAPH NO:-8

Proud Not Proud

Interpretation: Its noticed that most of the customers of Bharti Airtel are proud about their choice of Airtel. 92% of the customers are proud & rest of them doesnt feel that proud.

TABLE NO:-9

RANK 1 GIVEN BY THE CUSTOMERS

Companies Airtel

Percentage
63

BSNL

17

Vodafone

12

Reliance

GRAPH NO:-9

70 60 50 40 30 20 10 0 Airtel BSNL Vodafone Reliance

No.of Customers

Interpretation: From the data collected it is clear that the final rankings are Rank 1 Airtel Rank 2 BSNL Rank 3 Vodafone Rank 4 Reliance

TABLE NO:-10

OVERALL SATISFACTION OF CUSTOMERS

Satisfaction Level
Highly satisfied

Percentage
53

Satisfied

27

Just satisfied

20

GRAPH NO:-10

60 50 40 30
No.of Customers

20 10 0 Highly Satisfied Just Satisfied Satisfied

Interpretation: From the above chart it is clear that most of the customers are highly satisfied with Airtel.

FINDINGS
1. By the survey it is found that the main reason of brand loyalty of Airtel is because of its network.

2. Customers feel that Airtel is a royal SIM and a genuine product hence worth buying. The second reason is the quick service helpline and which are open for 24hours/day. Then thirdly, air is providing attractive tariff plans. 3. 27% of the customers have newly got connected to Airtel and 73% are using air from long ago. 4. Out of the total customers using Airtel 20% of them believe it to be good, 27% as better and 53% as best. 5. As per facilities is concerned, calls incoming-100% customers are satisfied, calls outgoing-66% are satisfied, for SMS 23% are satisfied and 42% are satisfied with MMS. 6. 12% customers strongly believe that they are communicated through postal services, 9% customers believe as internet, 46% customers by sending SMS and then 33% through call up. 7. In response to the perception towards Airtel 92% customers are proud, 8% proud. 8. The rankings made by respondents towards different companies are : Rank 1 Airtel are not

Rank 2 BSNL

Rank 3 Vodafone

Rank 4 Reliance

SUGGESTION TO BHARTI AIRTEL LTD.

1. The recharge rate to pre paid is very high as compared to other companies i.e. the rent is deducted to a high extent so, it must be reduced. 2. Most of the customers found that the call rate is very high and must be reduced.

3. Increase discounts and extend time limit. 4. Needs to provide immediate response regarding easy recharge on prepaid connection. 5. In the application form before the SIM is provided, it must have working hours to be mentioned between which the call ups must not be done by Airtel to the specified customer.

CONCLUSION

Bharti Airtel provides telecommunication services primarily to corporate, and small and medium scale enterprises in India. It offers global system for mobile communication (GSM)

services, broadband and telephone services, national and international long distance services, and enterprise services. Airtel has best network and coverage compared to other companies. Most of the people have ranked top to this company. The service provided by Airtel is satisfactory.

LIMITATIONS OF STUDY
The time given was not sufficient as only one person had to conduct the survey. The exact thinking of the respondents cannot be found out. Surrogate error could be one of the limitations.

Findings are made with in the limited Information & views of the respondents. So a chance of bias information is not totally eliminated.

QUESTIONNAIRE A Survey on Customer Satisfaction for Bharti AIRTEL Ltd. with reference to Bareilly.
PERSONAL INFORMATION

special

1) Name & Address: _________________________________________ ________________________________________________________

2) Occupation:______________________________________________

3) Income:(per annum)

Below Rs.10000

Rs.10000-20000

Rs.20000-30000

Above Rs.30000

4) Age Group: 18 - 30 40 - 50 30 - 40 Above 50

RESERCH INFORMATION 1) Since how many years/months you are using Airtel network? ____ Years/months. 2) Have you changed your old connection to Airtel? Yes No

If yes, which mobile were you using earlier: _____________ Reason for diverting: _______________________________________ 3) Do you use even any other SIM other than Airtel? Yes No

If yes, mention: BSNL Reliance Vodafone

If No, why do you use Airtel service only?

Network/Coverage

Attractive Tariffs/Rates

Others

4) Details of your tariff/rate plan: ________________________________________________________________________ ________________________________________________________________________

5) Your opinion about the existing offers in Airtel : ________________________________________________________________________ ________________________________________________________________________ 6) What is your opinion about the following facilities provided to you?

Facilities Local A-A Calls Local Calls to Others STD Calls ISD Calls SMS GPRS

Delighted

Highly Satisfied

Satisfied

Dissatisfied

7) What is the mode of communication channel through which Airtel keeps you in touch? By sending SMS Call up Postal Services Internet

8) Are you aware of the welfare activities of the Airtel Co.? Yes No

If yes, are you satisfied with those activities? Fully Not at all Partially Not Satisfied

9) Do you feel proud to be a part of Airtel Co.? Yes If Yes or No Reasons: ________________________________________________________________ ________________________________________________________________________ 10) Rate the following networks by using numbers( 14) Airtel Vodafone BSNL Reliance No

11) Any Suggestions to the company: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

12) Overall, how satisfied have been with the Airtel services? Fully satisfied Satisfied Just satisfied

BIBLIOGRAPHY

MARKETING MANAGEMENTPHILIP KOTLER

COMPANY MANUALS COMPANY REPORT INTERNET-www.airtelworld.co.in

Contents
INTRODUCTION

 COMPANY PROFILE LITERATURE REVIEW OBJECTIVES OF THE STUDY RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATION FINDINGS SUGGESTION TO BHARTI AIRTEL LTD. CONCLUSION LIMITATIONS OF STUDY QUESTIONNAIRE BIBLIOGRAPHY