MANAGEMENT THESIS

REPORT
ON
A marketing research on analysis Consumer buying
behavior of Airtel postpaid in Surat zone
For training in
Bharti AirTel Ltd.
Company uide ! "r. #a$neesh Singh
Faculty uide ! "s. Sheetal %adhiyar
Team Leader ! "r. &igesh #u'ala
Submitted By ! Chirag Chauhan ()*+,-.)/0
MBA 2006-08
1CFA1 *ational College
Surat.
TABLE OF CONTENTS
Ackno'ledgement
Summery of the %ro$ect
2b$ectives
Limitation
#esearch +esign3"ethodology
Analysis
Findings and suggestions
Company %rofile
Conclusion
Appendices
#eferences
Acknowledgments
1 'ould like to give my special thanks to Mr.
Rajneesh Singh (Company uide04 Mrs. Sheetal
Padhiyar (Faculty uide0 and Mr. Jigish Ruwala
(Team Leader0 for giving me valuable information4
support and guidance during my pro$ect 'ork.
5ithout them it 'ould have not possible for me to
'ork on this pro$ect.

1 'ould like to e6press my gratitude to various
Customers and Competitors to 'hom 1 met during
the pro$ect and also to IN Surat and other faculty
members for giving help and support.

hirag hauhan
".B.A (Batch 7,,)8,90
DECLARATION
1 hereby declare that this pro$ect 'ork entitled :A
marketing research on analysis Consumer buying
behavior of Airtel postpaid in Surat zone; carried
out under the guidance of my Faculty guide "s.
S<==TAL %A+<1>A# and our company guide
"r. #A&*==S< S1*<.
Chirag Chauhan
()*+,-.)/0
Summary of te !ro"ect
2n the path of learning the Summer
1nternship plays an important role for any
management student because it provides us an
opportunity to satisfy our in?uisitiveness regarding
corporate 'orld. 1t is an attempt to bridge the gap
bet'een the academic institutions and corporate
'orld. 1t helps us to implement academic learning in
to corporate environment. 1t helps us to impose our
academic kno'ledge4 communication skill and
make social relations by constant interaction. A
student can en$oy professional environment by
involving himself in term bound pro$ects @ targets.
This is an opportunity to identify one selfAs
'eaknesses and strengths in corporate 'orking and
'ork upon that before 'e get final placement.
The researcher 'as assigned to Bharti
Airtel Limited4 Surat for summer training4 'hich
constitute an integral part of t'o years "BA
program. The training period consists of B months. 1t
'as really a great opportunity of getting practical
insight into the corporate 'orld.

2nly Theoretical kno'ledge stands no
'here and cannot give positive and meaningful
result unless supplemented 'ith the real practice of
Business =nvironment. Summer training is the
implementation of the theory in practice that makes
real meaning to 'hat e6actly is management.
According to my pro$ect title! 8 A
marketing research on analysis Consumer buying
behavior of Airtel postpaid in Surat zone4 5hen 1
first met to franchiser he clearly said to me 'e can
generate good amount of sales in Surat #egion. For
this 'e have to make people a'are about different
products3plans of Airtel then only 'e can do good
business in Surat #egion.
<ere 1 am going to find out the different
needs of customers 'ith different financial
backgrounds and conditions. Also let me understand
the efforts that a company can make to meet the
customerAs demand3re?uirements as 'ell as making
reasonable business.
1 have to study the preference of customer4
'hat they 'ant from company to provide them in
future. Consumer is the centre point of any business.
=very company has to take care of the need on
customers. 1n present scenario the demand and
needs are no more constant. =veryone is re?uiring
innovation and more comfort in product. Customer
is ready to pay but he 'ants 'orth for his money. 1
have to find out the products3plans of company are
ready to fulfill the future demand or notC And also 1
have to study the products3plans features of our
company that are different from other companies
because on that basis company can differentiate and
position their products3plans in the market.


S#$$ER% OF T&E RE!ORT
:A Study 2n marketing research on
analysis Consumer buying behavior of Airtel
postpaid in Surat zoneD
These service sectors have really taken
over a lot of responsibility of the economy.
The service industry is one of the fastest
gro'ing sectors in 1ndia today. 1n
Service sector banking4 telecom4 aviation and
insurance are sho'ing tre
mendous gro'th. %articularly the telecom sector is
gro'ing at the higher
#ate. The contribution of the service sector in +%
is also gro'ing
at much faster pace than any other sector.
1n 1ndia Telecom is one sector4 'hich took
a lot of time in positioning itself.
1n -9E/ raham Bell 'as discovered the phone. 1t
'as the first time in the history of the 'orld that a
comple6 sound had been carried along a 'ire4 and
reproduced perfectly at the other end. The
telecommunications system in 1ndia is the fourth
largest in the 'orld and it 'as thro'n open to private
players in the -..,s. The country is divided into (7F0
multiple zones4 called circles (state boundaries0.
overnment and several private players run local and
long distance telephone services.
Landline service in 1ndia is primarily run
by BS*L3"T*L and4 #eliance 1nfocom though there
are several other private players too. Landlines are
facing competition from mobile telephones. The
competition has forced the landline services to
become more efficient. The landline net'ork ?uality
has improved and landline connections are no'
usually available on demand4 even in high8density
urban areas.
The mobile service has seen phenomenal
gro'th since 7,,,. 1ndia primarily follo's the S"
mobile system4 in the !00 "<z band. #ecent
operators also operate in the "800 "<z band.
TodayAs Telecom industry is characterized
by cut throat competition4 so it is very important for a
company4 'hich 'ants to be a market leader to 'ork
out clear cut strategies and plug up loop holes.
The main idea to study marketing research
on analysis Consumer buying behavior of Airtel
postpaid in Surat zone is to find out the perception of
people of different group 'hich help company to sell
their products3plans easily to concentrate on that
segment4 it is also easy for the company to offer a
combination of different products3plans as per the
need of the customers4 it easy for company to make
their products according to the buying behavior of
different group.
To make this pro$ect 1 met people and tried
to kno' their buying behavior on the basis of
?uestionnaire4 it helps to kno' the perception of
customers at different groups. 1n the first research
study4 1 opted Guestionnaire and survey method to
find out a'areness of Bharti Airtel Limited among
people as compare to other service provider in Surat
region. 1n the second research study 1 had to find out
the various plans of competitor given to customer4
'hat are the various schemes they prefer e6cept
Airtel schemesC
1 also used database of the company to get
an idea and to study the buying behavior of
customers at different age groups for the various
products3plans offered by Bharti Airtel Ltd. The study
sho's that at different customers purchase different
types of plans.

OB'ECTI(ES
The main aim of the present study is to
accomplish the follo'ing ob$ectives!

To learn ho' to apply the theoretical
kno'ledge into field and take decision then
and there only.
To understand the 'hole pro$ect range of
company.
Conduct a survey on a sample selected
Customers and to derive their opinion on the
satisfaction.
To understand the customer perception
about the changed plans introduced by the
company according to the re?uirement.
To understand the changing business scenario
and change according to the situation.
To get a thorough kno'ledge about the
strategies adopted by the company to influence
the sales and to survive in the competitive
environment.
To create a'areness among the customers
about different products of Airtel.
2ther ob$ective is to provide the information
about the product3plans and learn ho' to sell
the product3plans.
"arketing field is vast field and indirectly it
provides to kno' the marketing strategy in this
field.
1t provides a platform to sho' our talent and
gives us direct e6posure.
1t is a learning e6perience 'hich helps to get
better in our soft skills.
To generate a social net'ork by constant
interaction 'ith various people.
To analyze the competitors and their marketing
strategies.
To analyze his3her 'eaknesses and strengths in
'orking environment.
+ifferentiate products3services in line 'ith
your customers.
Analyze the results of the survey conducted
and propose recommendations to develop good
service so that the e6isting Customers derive
ma6imum satisfaction and ne' Customers are
attracted.
Shape your product offering and pricing
strategy to fit the markets 'ith most potential.
LI$ITATIONS
Though the present study aims to achieve the above8
mentioned ob$ectives in full earnest and accuracy4 it
may be hampered due to certain limitations. Some of
the limitations of this study may be summarized as
follo's!
Locating the target customers of Airtel is very
time consuming.
Sample size is limited due to the limited period
of /, days allocated for the survey.
The selection of customers to cover the various
strata of the society is tedious and time
consuming.
etting accurate responses from the respondents
due to their inherent problems is difficult. They
may be partial or refuse to cooperate.
#espondents may not be at office and may have
to re8contacted or replaced by others.
The survey is costly and tedious.
5e canAt go to each every shop and institutes of
Surat because everyone canAt afford Airtel
%roducts3plans.
The data collected 'ere totally depending on the
respondentsA vie's4 'hich could be bias in
nature.
The sample size is small4 it may not actually
represent the 'hole populations.
Since the study is 'ide in nature and the matters
regarding the study could not be analyzed and
taken for consideration.
The duration of the pro$ect is short and hence in8
depth study could not be done.
#espondents may not be at home and may have
to re8contacted or replaced by others.
$ET&ODOLO)%
The ob$ective of the present study can be
accomplished by conducting a systematic market
research. "arket research is the systematic design4
collection4 analysis and reporting of data and findings
that are relevant to different marketing situations
facing the company. The marketing research process
that 'ill be adopted in the present study 'ill consist
of the follo'ing stages!
a* Def+n+ng te ,ro-lem and te researc
o-"ect+.e/
The research ob$ective states 'hat
information is needed to solve the problem. The
ob$ective of the research is to derive the opinion of
customers of the company.
-* De.elo,+ng te researc ,lan/
2nce the problem is identified4 the ne6t
step is to prepare a plan for getting the information
needed for the research. The present study 'ill adopt
the e6ploratory approach 'herein there is a need to
gather large amount of information before making a
conclusion. 1f re?uired4 the descriptive and casual
approaches may also be used.
c* Collect+on and Sources of data/
"arket research re?uires t'o kinds of data4
i.e.4 primary data and secondary data. Being a firm in
the online industry4 data gathering 'ill involve usage
of both primary and secondary data though there 'ill
be an e6tensive usage of primary data. 5ell8
structured ?uestionnaires 'ill be prepared for
customers. There 'ill be personal intervie' surveys
mostly in8home (door8to8door0 surveys. The
?uestionnaires 'ill contain both open8ended and
close8ended ?uestions. <ere4 open8ended ?uestions
'ill be more useful4 as it is an e6ploratory research
being conducted4 'herein the main ob$ective is to get
an insight into ho' people think rather than
measuring ho' many people think in a particular
'ay. Secondary data 'ill be collected from various
$ournals4 books and 'eb sites.
d* Analy0e te collected +nformat+on:

This involves converting ra' data into
useful information. 1t involves tabulation of data4
using statistical measures on them for developing
fre?uency distributions and calculating the averages
and dispersions.
e* Re,ort researc f+nd+ngs/
This phase 'ill mark the culmination of the
marketing research effort. The report 'ith the
research findings is a formal 'ritten document. The
research findings and personal e6perience 'ill be
used to propose recommendations to develop good
relationship.
"y pro$ect is to find out A marketing
research on analysis Consumer buying behavior of
Airtel postpaid in Surat zone. For this 1 have to meet
different people and kno' their perception. 5e used
random or probability sampling method for it. Size of
population 'ill depend upon customer database. 5ith
this 'e had also in?uired 'ith the people to 'hom
'e met in govt. offices4 private sector offices4 shops
and home.
5e 'ent for primary data collection 'ith
the help of ?uestionnaire or face to face intervie'
method. 5e also use secondary data collection for
this 'e gather information from company catalogues4
brochures and the 'ebsites.

2rganizations need to forecast the demand
for their products and services that all the relevant
plans can be developed accordingly.
+emand is the plan3product or a service
that buyers are able and 'illing to purchase during a
particular time period in a specific market
environment.
The market environment is influenced by
conditions like the price of a product3plan4 and the
price of its substitute and complementary net'ork4
the incomes of customers and their e6pectations
regarding price changes4 and their tastes and
preferences; the number of customers and their
travel costs to the points of purchase.
The first step in planning is to forecast or
estimate the future demand for products3plans and
the resources re?uired to produce outputs that satisfy
market re?uirements.
Forecasting demand accurately is difficult4
but necessary if an organization 'ants to achieve a
healthy return on its investments. +emand
forecasting is central to the planning and control
functions of an organization.
Forecasts can never be -,,H accurate but
tracking the results of forecasts and determining
their accuracy 'ill improve the accuracy of future
forecasts.
STRATE)IES FOC#SED
!roduct1,lan Focus strategy/
Survey of Competitor market
%riority by differentiation of product3plan
(A0 By 1ncome
(B0 2ccupational
(C0 Taste and %references
(+0 eographic Segmentation
(=0 +emographic Segmentation
(F0 %sychographic Iariables
(0 Age and life style stage
(<0 ender
%ersonal intervie'
To motivate impulse buying
To send mailers

Telemarketing
DATA COLLECTION TEC&NI2#ES
PRIMAR# $A%A
&'(SSI%)NNAR
(
S'R*(#


1 had adopted various techni?ues to collect the
data.
1 collect primary and secondary data both.
Asking some ?uestion to them for their likes of
Airtel.
Took catalog from the company to sho' them
and provide some copies of catalog to
customers.
%=#S2*AL
1*T=#I1=5S
T=L=%<2*1C
1*T=#I1=5S
athered information through internet and
dealers.
Took appointments on phone and meet
managers at organizations.
Took references from organizations.
Thorough kno'ledge about product lines after
reading each and every brochures provided by
the company guide.
Jsing information provided by the company
guide during interaction.
Researc 3ork
Sur.ey Result/
As the part of Summer Training to find out CustomerAs
mindset. 1 have surveyed 7,, people to kno' about
the performance of the company.
-. Sample Size! 7,, %eople
7. Type 2F +ata! %rimary +ata
F. "ethod of +ata Collection! %ersonal 1ntervie'4
Telecaliing.

SAMP+( &'(S%I)NNAIR( %)
,N)- )NS'M(R B'#IN.
B(/A*I)R )0 AIR%(+
ust12ers Pr13ile
-0 *ame of the %erson!8
70 Contact *umber!8
F0 Address!8
B0 Jser Since!8
Furter 2uest+on
"4 -hat is y1ur Pr13essi1n5
Figure -. %rofession of the customers
37%
38%
1%
24%
Service
Business
Professional
Others
Illustrati1n "6
After meeting 7,, customers their about FEH
are service class people4 F9H are doing their o'n
Business4 7BH are %rofessionals4 #etired and
others percentage are -H.
24 -hat is y1ur annual. in712e5
Figure 7! Annual 1ncome
33%
42%
25%
50000 to 200000
200000 to 500000
More than 500000
Illustrati1n 26
There are about to be FFH customers income
is bet'een /,,,, to 7,,,,,4 B7H customers
income is 7,,,,, bet'een 7,,,,, to /,,,,, and
rest of customers have more than /,,,,,.
F0 -hat is y1ur Age 5

Figure F! Age
15%
28%
25%
32%
Adolence(15-19)
oun! Adult(20-"#)
Mid A!ed("5-5#)
More then 5#
Illustrati1n 86
There are about -/H people are Adolence4
79H people are >oung Adult4 F7H people are "id
aged and rest of people 'hose aged is more then
/B.

94 Are y1u aware 13 %ele7125
(A0 >es
(B0 *o

Figure B! A'areness
75%
25%
es $o
Illustrati1n 96
E/H people a'are of all information about
Telecom.
:4 -hi7h ty;e 13 ;lan w1uld y1u li<e 5
(A0%re8paid
(B0 %ost8paid
0igure :6 Plan
25%
75%
Pre%aid Post%aid
Illustrati1n :6
E/H customers are using postpaid connection
because of their higher usage in local as 'ell as
ST+ calls.
64 -hi7h M1=ile 12;any d1 y1u li<e
21st5
(A0 Airtel
(B0 <utch
(C0 BS*L
(+0 #eliance
(=0 Tata 1ndicom
(F0 1dea

Figure ) ! Company
32%
20%
5%
30%
4%
9%
Airtel &utch
'dea BS$(
)eliance *A*A
Illustrati1n 66
F7H likes Airtel4 7,H likes <utch4 .H likes
1dea4 /H likes BS*L4 F,H likes #eliance and
BH likes TATA.
84 -hat is y1ur 21nthly rental 5
Figure )! "onthly #ental
23%
22%
40%
15%
299 "99
#99 +99
Illustrati1n 86
7FH customers using 7..rs. #ental plan4
77H customers using F..rs. #ental plan4 -/H
customers using B..rs. #ental plan4 and
remaining customers using E..rs. And above
#ental plan.
!4 -hat is y1ur 21nthly =ill 5
Figure . ! "onthly Bill
23%
22%
40%
15%
500
,00
1000
More than 1200
Illustrati1n !6
7FH customers spends /,,rs. %er month4
77H customers spends 9,,rs. %er month4 -/H
customers spends -,,,rs. %er month4 and
remaining customers spends more than -7,,rs.
%er month.
"04 -hat w1uld %rigger a hurn $e7isi1n
and swit7h in Airtel 5
30%
45%
5%
20%
-ualit. of
Services
)eduction in
S%end
/alue Added
Services
Others
Illustrati1n "06
F,H respodent believe that if he 'ill get
good ?uality of service then he 'ill come in
Airtel4 B/H respodent believe that if he 'ill get
reduction in e6isting telecom spent then he 'ill
come in Airtel4 7,H respodent believe that if he
'ill get good value added services then he 'ill
come in Airtel.
GRAPH SHOWING THE REASON FOR
A CUSTOMER TO BUY AIRTEL
CONNECTION
F,H of #espondents consider Better Service
'hich is most significant factors to Airtel.

F,H of respondents consider Coverage as being
the most significant factor for buying Airtel.
1ts provide better net'ork to attract the
customers to'ards him.
7,H of respondents consider Better plan as being
the most significant factor for buying Airtel.
Because 1ts provide better plan @ different
scheme is more than any other compete product
in the market. "any customers consider its call
rate 'hen buy a connection.
-,H of respondents consider Brand value as
being the most significant factor for buying
Airtel. "any customersA gives more
important to the company reputation 'hile
buying a product4 and as per the study Airtel is
voted much more higher then other player in the
market.

)H #espondents consider Ialue added service
as being the significant factor for buying
Airtel.
BH respondents consider Advertisements As
being the significant factors for buying Airtel.
CUSTOMERS SATISFICATION LEVEL
WHO ARE USING AIRTEL
12 6 Excellent
80 40 Good
6 3 Average
2 1 Poor
PERCENAGE No! o"
re#$ondent#
%A&%'AC&(N
)E*E)
As ;er the 1ur study
2ut of total respondents 9,H of them respondents
'ere relatively satisfied 'ith Airtel.
2ut of total respondents -7H of them respondents
'ere highly satisfied 'ith Airtel.
2ut of the total respondents )H of them respondents
'ere satisfied 'ith Airtel.
And remaining out of total respondents 7H 5as not
Satisfied 'ith Airtel.
Suggest+ons
<ere are some of suggestions 'hich 1 found during
my training.
>"4 Arranging Presentati1n 1r Meeting
>&uarterly 1r 21nthly4.
There is still so many Customers are there
'ho has not enough kno'ledge about Telecom
Service therefore arranging %resentation or "eeting
for Customers is increase there kno'ledge and
encourage Customers to use Services 'ell.
>24 %raining 13 (2;l1yees
Company have to concentrate more on giving
proper training to there employees because 'hen
trainee 'ent to customers he3she has to give ans'ers
to customers if he3she 'as not enable to ans'er
customers than it create bad impression to customers.
>84 I2;r1?e a3ter sales ser?i7e
Customers satisfaction is a very thing in a
corporate 'orld so if company 'ants to create a good
impression than company has to improve or keep
improving their customers service.
&+story of Tele,one
&+story of Tele,one

The telephone 'as discovered almost by
accident. 5hat people thought they 'ere looking for
'as a 'ay to make the telegraph 'ork faster and more
profitably 8 by sending distinct musical notes or tones
simultaneously along the 'ires 'ith a separate
message sent on each fre?uency. <o'ever4 they soon
1 have solved the problem of telephoning 'ithout
'ires through the earth as Signor "arconi has of
sending signals through space.K
Nathan Stubblefield, 1902
realized it could also include the human voice 8 a
speaking telegraph.
Te f+rst tele,on+c sound 456789 /
2ne summer afternoon4 as Bell 'as
'orking in his 'orkshop in Boston4 he heard an
almost inaudible t'anging sound from his prototype
telephone 8 a sort of crude harmonica 'ith a clock8
spring reed4 a magnet and a 'ire. This 'as connected
to a similar device in another room 'here his
assistant Thomas 5atson 'as 'orking.
5atson had snapped the reed on one of the
instruments and from the other device Bell had heard
e6actly the same sound. 1t 'as the first time in the
history of the 'orld that a comple6 sound had been
carried along a 'ire4 and reproduced perfectly at the
other end.
E.aluat+on of Telecommun+cat+on +n
Ind+a

The telecommunications system in 1ndia is
the fourth largest in the 'orld and it 'as thro'n open
to private players in the -..,s. The country is divided
into (7F0 multiple zones4 called circles (state
boundaries0. overnment and several private players
run local and long distance telephone services.
Landl+nes/

Landline service in 1ndia is primarily run by
BS*L3"T*L and4 #eliance 1nfocom though there are
several other private players too4 such as Tata
Teleservices. Landlines are facing competition from
mobile telephones. The competition has forced the
landline services to become more efficient. The
landline net'ork ?uality has improved and landline
connections are no' usually available on demand4
even in high8density urban areas.
$o-+le Cellular/:
The mobile service has seen phenomenal
gro'th since 7,,,. 1n September 7,,B4 the numbers
of mobile phone connections have crossed fi6ed8line
connections. Currently users in 1ndia compared an
estimated ":!."2 million mobile phone to 90.98
million fi6ed line subscribers. 1ndia primarily follo's
the S" mobile system4 in the !00 "<z band.
#ecent operators also operate in the "800 "<z band.
The dominant players are Airtel4 #eliance
1nfocomm 4<utch4 1dea cellular4Spice4 and
BS*L3"T*L.
D+al+ng System/:
2n landlines4 intra circle calls are
considered local calls 'hile inter circle are
considered long distance calls. Currently overnment
is 'orking to integrate the 'hole country in one
telecom circle. For long distance calls4 you dial the
area code prefi6ed 'ith a zero (e.g. for calling +elhi4
you 'ould dial ,--866660. For international calls4
you 'ould dial K,,K and the country code area code
number. The country code for 1ndia is L.-.
Tele ,one Su-scr+-er t+ll marc;<<7
Tele ,one Su-scr+-er t+ll marc;<<7
- 5ireless @ Landline 7,).9 million
7 Landline B,.9 million
F Cell phones -)) million
B >early Cell phone Addition! )/ million (7,,)0
/ "onthly Cell phone Addition
).B9 million
(+ec.7,,)0
CO$!AN% !ROFILE
Reg+stered Off+ce/
Bharti Airtel Limited (A Bharti =nterprise0
Gutab Ambience (at Gutab "inar04
"ehrauli #oad4
*e' +elhi 8 --, ,F,
Tel. *o. ! L.- -- B-)) ),,,
Fa6 *o. ! L.- -- B-)) ),--3-7
B&ARTI AIRTEL LTD*
"ezanine Floor4
Tribhuvan Comple64 od +od #oad4
Surat M F./,,E
u$arat 4 1*+1A.
Ph1ne N1 6 L.-.9.9/B.)E7
-e= Site6 '''.airtel'orld.com3
'''.airtel.in
Esta-l+sed
&uly ,E4 -../4 as a %ublic Limited Company
!ro,ort+onate Re.enue
#s. -9B47,7 million (year ended "arch F-4 7,,E8
Audited0
#s. --E47// million (year ended "arch F-4 7,,)8
Audited0
As per 1ndian AA% Accounts
Sares +n Issue
-49./4.FB4-/E as at "archF-4 7,,E
L+st+ngs
The Stock =6change4 "umbai (BS=0 . The *ational
Stock =6change of 1ndia Limited (*S=0
Customer Base
8@A"9"A2"0 S" mobile and "A8@"A88@ broadband @
telephone (fi6ed line0 customers (Status as at month
ended "arch F-4 7,,E0
Our !artners+,s
Iodafone
Singtel (Singapore Telecom0
=ricsson
*okia
1B"
Airtel comes to you from Bharti Airtel
Limited4 1ndiaAs largest integrated private telecom
service provider. Airtel is the first private telecom
provider to connect 1ndia in its entirety 'ith the
'orldNs best technology. Bharti Airtel since its
inception has been at the front position of technology
and has steered the course of the telecom sector in the
country 'ith its 'orld class products and services.
Bharti Airtel is one of 1ndiaNs leading
private sector providers of telecommunications
services based on an aggregate of
FE47/.4B9. customers as on February 794 7,,E4
consisting of F/4BB,4B,) S" mobile and -49-.4,9F
broadband @ telephone customers.
The mobile services group provides S"
mobile services across 1ndia in 7F telecom circles4
'hile the B@T business group provides broadband @
telephone services in .B cities. The =nterprise
services group has t'o sub8units 8 carriers (long
distance services0 and services to corporate. All these
services are provided under the Airtel brand.
Businesses at Bharti Airtel have been
structured into three strategic business units (SBJNs0 8
"obile services4 Broadband @ Telephone services
(B@T0 @ =nterprise services. They complement our
mobile4 broadband @ telephone services 'ith
national and international long distance services.
They provide reliable end8to8end data and
enterprise services to the corporate customers 'ith
our nation'ide fiber optic backbone4 last mile
connectivity in fi6ed8line and mobile circles.
Airtel is committed to bring Seychelles the
best in telecommunications. The strength behind
Airtel is the Bharti roup4 a telecom giant 8 the
biggest private integrated telecom corporation based
in 1ndia.
Bharti =nterprises has successfully focused
its strategy on telecom 'hile straddling diverse fields
of business. From the creation of N Airtel N4 one of
1ndiaNs finest brands4 to becoming the largest
manufacturer and e6porter of 'orld class telecom
terminals.
Jnder its NBeetleN brand4 Bharti has created
a significant position for itself in the global
telecommunications sector. Bharti Tele8Ientures is
today ackno'ledged as one of 1ndiaNs finest
companies4 and its flagship brand N Airtel N4 has over
-7 million customers across the length and breadth of
1ndia. Bharti <ighlights.
Bharti =nterprises has successfully focused
its strategy on telecom 'hile straddling diverse fields
of business. From the creation of NAirtelN4 one of
1ndiaNs finest brands4 to becoming the largest
manufacturer and e6porter of e6cellent telecom
terminals under its NB==T=LN brand4 Bharti has
created a significant position for itself in the global
telecommunications sector. Bharti Airtel Limited is
today ackno'ledged as one of 1ndiaNs finest
companies4 and its flagship brand NAirtelN4 has over F.
million customers across the length and breadth of
1ndia.
5hile a $oint venture 'ith TeleTech 1nc.4
JSA marked BhartiAs successful foray into the
Customer "anagement Services business Bharti
=nterprises4 dynamic diversification has continued
'ith the company venturing into telecom soft'are
development. #ecently4 Bharti has successfully
launched an international venture 'ith =L #othschild
roup o'ned =L#2 <oldings 1ndia Ltd.4 to e6port
fresh Agro products e6clusively to markets in =urope
and JSA. Bharti also has a $oint venture 8 OBharti
APA Life 1nsurance Company Ltd.A 8 'ith APA4
'orld leader in financial protection and 'ealth
management. Bharti has recently forayed into retail
business under a company called Bharti #etail %vt.
Ltd. 1t also has a "au 'ith 5al8"art for the cash @
carries business.
Bus+ness D+.+s+ons

$o-+le Ser.+ces/
Bharti Airtel offers S" mobile
services in all the 7F8telecom circles of 1ndia and
'as the first private telecom service provider to
connect all states of 1ndia.
Broad-and = Tele,one Ser.+ces/
Airtel Broadband (+SL0 @ telephone
services (fi6ed line0 are present in the .7 cities
across 1ndia.
=nterprise Services (Carriers0! 5ith
F/4,-) kilometers of optic fiber net'ork 'e are a
leading national long distance service provider.
For international connectivity to east4 'e have a
submarine cable landing station at Chennai. For
international connectivity to the 'est4 the
Company is a member of the South =ast Asia8
"iddle =ast85estern =urope M B (S=A8"=85=8
B0 consortiums along 'ith -/ other global
telecom operators.

Enter,r+se Ser.+ces 4Cor,orate9/
The group focuses on delivering
telecommunications services as an integrated
offering including mobile4 broadband @
telephone4 national and international long
distance and data connectivity services to 1ndiaNs
leading -F,, corporate.
Our !artners+,s/
5e collaborate 'ith 'orldAs finest
companies like Iodafone4 Singtel (Singapore
Telecom04 =ricsson4 *okia4 1B" and many more
to bring the best of products @ service to you.
Organ+0at+on Structure
$anagement
The Company is managed by a team of 'ell
e6perienced and highly motivated professionals 'ith
an =ntrepreneurial approach to business4 under the
Leadership of the "anaging +irector4 and the
Supervision of Board of +irectors
Com,any Esta-l+sed +n sout )u"arat
12;any %1tal
Airtel 7,,F year
<utch -..9 year
1dea -..9 year
#eliance 7,,- year
Tata 7,,- year
Com,any &+story
"!!: -"!!6
Launches mobile services brand Airtel in
+elhi and himachal %radesh
British telecom p3c (BT0 ac?uires stake in
the company
"!!@-"!!8
Becomes the first private telecom operator
to obtain a licences to provide basic telephone
services in the state of "adhya %radesh
From Bharti BT ISAT Ltd focused on
providing ISAT solutions across 1ndia and
Bharti BT internet Ltd
"!!!-2000
Ac?uire &T mobiles4 cellular service
operator in %un$ab4Qarnataka and Andhra
%radesh becomes largest private sector
telecom oprator in 1ndia.
=6pands its South 1ndian footprint by
a?uring SkyCell4Chennai.
200"-2002
Launches 1ndiaAs first sector national and
international long distance service
Becomes the largest cellular operator in the
country by entry in the east at kolkata through
ac?uisition and obtaining liceneses for 9 ne'
cercle
1ncorporeates 1ndiaAs first private submarine
cable landing station in $oint venture 'ith
SingTel

2008-2009
&oins the JSR -bn revenue dub
Ac?uireacontrolling stake in he6acom4
the leading mobile operator in ra$than
1s the first private oprator to launch
mobile service in $ammu @ Qashmir.
200:-2006
Ac?uire an all8india footprint 'ith the
launch of mobile services in assam
Iodafone4the 'orldAs largest mobile service
provider4ac?uires -,H economic interest in the
company
Become 1ndiaAs largest integrated private
operator based on the total customer
Our Inno.at+ons
5e are changing the 'ay 1ndia communicates by
offering innovations that not only add value to
peopleNs lives but also deliver an unmatched customer
e6perience.
5e 'ere the first to
%rovide electronic recharge for mobile phones.
1nitiate music retailing in the 'orld 'ith :=asy
"usicD and the first to offer a Lifetime %repaid
service.
%rovide innovations such as Bolly'ood movie
premiers4 music services such as ringback tones
@ many more.
(+s+on/
By 7,-, Airtel 'ill be the most admired brand in
1ndia!.
Loved by more customers
Targeted by top talent
Benchmarked by more business
Bharti Airtel largest private cellular
operator launched fi6ed 'ireless phone (F5%0
service4 'hich offers local calls to a mobile
subscriber at fi6ed line telephone charges of B, paisa
a minute. The move is aimed at counter the #eliance
Communication and Tata Tele services 'hose C+"A
based fi6ed 'ireless telephones have become ?uite
popular 'ith nearly one million subscribers across
the country. Bharti Airtel 'ill use the S"
technology to offer F5%. This also completes BhartiNs
service portfolio as an integrated telecom services
provider.
S3OT analys+s of A+rtel
Strengt/
Bharti televenture limited (BTIL0 is the
single largest private telecommunications operator in
1ndia by number of customers. Airtel operates in total
7F circles in 1ndia 'hich is highest number of state
cover compare to other telecommunication net'ork4
<utch operates in -E circles4 and 1dea operates in --
circles. The company has interests of varying sizes in
mobile4 fi6ed8line4 and long8distance4 covering both
domestic and international services4 and very small
aperture terminal (ISAT04 1nternet4 and net'ork
solutions.
As per the ne' T#A1 policy for
telecommunication4 customers 'ho uses Airtel and
suppose they 'ant to use his mobile in e6tra circle
means in roaming then customers are not select or
s'itchover to other net'ork other then Airtel. This
rule is applicable to all telecommunication net'ork
so customers 'ho 'ant to use his mobile in ".%4
Chatisgadh4 Bihar4 &arkhand4 2rissa4 5estbangal4
Assam4 Arunachal %radesh4 Andaman nikobar4
<imachal %radesh4 &ammu @ Qashmir4 *agaland4
"izorum4 Sikkim4 Tripura 'here <utch4 1dea
net'ork not available so customers 'ho using <utch
and 1dea are not s'itchover or lending to Airtel.
2f respondents4 7E.BH identified Airtel
'ith :coolD4 7)H 'ith :creativeD4 and 77H 'ith
:technically advancedD. 2nly 9.)H of
respondents identified Airtel 'ith :cheapD.
These are solid brand e?uity numbers4 'hich
Bharti can continue to capitalize on as it
competes in an increasingly cro'ded space.
+riving some of this gro'th are e6periences of
Airtel customers. Some of our other research
suggests Airtel customers are ?uite satisfied 'ith
almost all aspects of BhartiAs offering.
The 'ay to the future4 though4 seems to be
through product innovations such as easy charge
(recharging prepaid connection through S"S04 hello
tunes4 the Blackberry option4 stock tickers and "8
che?ues (mobile credit cards0.
3eakness/
Airtel comes in many states are too late so
they loss his market in many states. Customers are
mostly used <utch4 1dea etcS..
<utch4 'ith over more than F, million
subscribers it has the highest average revenue per
user in u$arat only.
O,,ortun+ty/
Airtel are no' setup itAs net'ork in every
circle or states. Airtel comes in u$arat in 7,,-. *o'
there are total 7-,, numbers of to'er permission
granted in u$arat and that is big opportunity for
Airtel to churn other net'ork and setup his market.
After the success of 1ndian 1dol 74 Airtel
once again brings to its customers an e6clusive
opportunity to participate in 1ndian 1dol F4 one of
1ndiaAs most popular entertainment programs. This is
an innovative and uni?ue opportunity 'herein all
Airtel mobile and fi6ed line customers can call and
register for an audition for 1ndian 1dol F.
#egistrations are open from "arch 7F4 7,,E and
closes on "arch 7.4 7,,E. Also Airtel once again
brings to its customers an e6clusive opportunity to
participate in QBC.
:Airtel has al'ays been at the forefront of
bringing innovative services that enrich the mobile
e6periences of all Airtel users. Airtel has introduced
services like <ello Tunes4 =asy "usic and Song
Catcher that has redefined the 'ay our users listen to
music on mobile in 1ndia.
KAirtel LiveT gives advertisers a
convenient4 effective 'ay to reach a ma$or cross8
section of the countryNs population4 including its most
desirable demographics4K
Treat/
Iodafone 'ill be the threat for Airtel.
%olitical =ffects.
Launching ne' plan by other company Airtel
faces many obstacles.
CO$!ETITOR OF AIRTEL
There are si6 type of cellular available in the Surat.
For e6ample4 BS*L4 <JTC<4 TATA4 #=L1A*C=4
1+=A4 They are providing different type of service.
The "ain competitor of A1#T=L is 1dea4 <utch.
In )u"arat
12;any %1tal
Airtel -E Lack
<utch F9 Lack
1dea -E Lack
#eliance -9 Lack
Tata E./ Lack
In sout )u"arat
12;any %1tal
Airtel B./ Lack
<utch 9 Lack
1dea B./ Lack
#eliance F Lack
Tata 7 Lack
Ind+a .s )u"arat
C2"%A*> 1*+1A J&#AT
A1#T=L F. mil -E lack
<JTC< 7, mil F9 lack
#=L1A*C= 7E mil -9 lack
TATA -7 mil E./ lack
1+=A 9 mil -E lack
!lans1!roducts
<it B.. plan4 <it F.. plan4 <it 7.. plan4 *e' "ega
value F.. plan4 *e' "ega value 7.. plan4 1ndia
<ome plan4 CJ FE/ plan4 CJ 7,7 plan4 FCT plan
S7he2e Na2e /it 2!!
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 F,,
#ent(#s.0 7..
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.B
A7"(#s.3min0 ,.B
ST+ Calls
A7"3LL -
R1a2ing
2n Bharti *et'ork -.E/3-.B,
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
Local A7" "inutes U ,.-, per minutes 7..
S7he2e Na2e /it 8!!
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 F,,
#ent(#s.0 F..
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.F
A7"(#s.3min0 ,.B
ST+ Calls
A7"3LL -
R1a2ing
2n Bharti *et'ork -.E/3-.B,
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
Local A7" "inutes U ,.-, per minutes F..
S7he2e Na2e /it 9!!
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 F,,
#ent(#s.0 B..
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.F
A7"(#s.3min0 ,.F
ST+ Calls
First -,, min ,./
After -,, min A7"3LL -
R1a2ing
2n Bharti *et'ork -.E/3-.B,
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
Local A7" "inutes U ,.-, per minutes B..
S7he2e Na2e NM* 2!!
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 F,,
#ent(#s.0 7..
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.B
A7"(#s.3min0 ,.B
ST+ Calls
A7"3LL -
R1a2ing
2n Bharti *et'ork -rs3-rs
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
Local A7A "inutes 7..
S7he2e Na2e NM* 8!!
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 F,,
#ent(#s.0 F..
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.F
A7"(#s.3min0 ,.F
ST+ Calls
A7"3LL -
R1a2ing
2n Bharti *et'ork -rs3-rs
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
Local A7A "inutes F..
S7he2e Na2e '. 8@:
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 *il
#ent(#s.0 FE/
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.F
A7"(#s.3min0 ,.F
ST+ Calls
A7"3LL -
R1a2ing
2n Bharti *et'ork Std.#ates
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
1nternal CJ talking Free
S7he2e Na2e '. 202
Activation Charges(#s.0 *il
#efundable +eposit(#s.0 *il
#ent(#s.0 7,7
1nternational #oaming(#s.0 -B.
Clip(#s.0 *il
1ncoming Free
1temised Billing >es
)utg1ing
Local Calls
A7A(#s.3min0 ,.B.
A7"(#s.3min0 ,.B.
ST+ Calls
A7"3LL -.B.
R1a2ing
2n Bharti *et'ork Std.#ates
S2s harges
Local -
*ational 7
1nternational /
0ree Minutes
1nternal CJ talking Free
Award
5>>8 :5>>?
Launches mobile services brand Airtel in
+elhi and <imachal %radesh
5>>7:5>>6
Becomes the first private telecom operator
to obtain a licences to provide basic telephone
services in the state of "adhya %radesh.
5>>>:;<<<
Ac?uire &T mobiles4 cellular service
operator in %un$ab4 Qarnataka and Andhra
%radesh becomes largest private sector telecom
oprator in 1ndia.
;<<5:;<<;
Launches 1ndiaAs first sector national and
international long distance service.
;<<@:;<<A
1s the first private operator to launch mobile
service in &ammu @ Qashmir.
;<<8:;<<?
Become 1ndiaAs largest integrated private
operator based on the total customer
SER(ICE !RO(IDE B% &#TC&
NOTE/
This offer is valid on all open Talk * Talk plans!
FI -..
FI F..
FI )..
FI 9..
Talk - year E..
Talk 7 year -,..
Talk <ome 7..
Talk #oam F..
Talk -)..
STD to any ,one B Re 5
*o' call any phone in 1ndia at #e -3min for a
monthly fee of #s 7/,
&utc$oto
*o' you can get the cool ne' "2T2#2LA %1*Q
#AV# 'ith a <utch connection for $ust #s -,47,,
(all inclusive0T To e6perience <utch"oto first hand
'alk into a <utch Shop in your neighbourhood. et a
splash of pink into your life today.
STD calls B Re 5
*o' make calls to any <utch phone in the country
from your <utch phone at $ust #e -. >ou can en$oy
this rate at a monthly rental of $ust #s 7/ per month.
STD calls B Rs ;*<<
"ake ST+ calls (mobile or fi6ed0 U #s 7.,,3min for
#s 7/ a month.
To subscribe S"S ACT ST+7 to --- (Toll Free0
To unsubscribe S"S CA* ST+7 to --- (Toll Free0
;8< S$S free
et as many as 7/, local "7" S"S Free for #s 7/ 3
month.
To subscribe4 S"S ACT S"S7/ to --- (Toll Free0
To unsubscribe4 S"S CA* S"S7/ to --- (Toll Free0
This S"S offer 'ill be automatically rene'ed every
month.
)+ft a fam+ly mem-er a -+ll d+scount
This festive season4 gift a discount of /H of your bill
amount to a family member 'ith a <utch %ostpaid
connection.
SER(ICE !RO(IDE B% Rel+ance
R1a2ing %ari33 31r Relian7e
M1=ile
%ost
%aid
%re %aid
Local 2utgoing
calls 'hile
#oaming
All %hones #s.-.B, #s.-.B,
ST+ 2utgoing
calls 'hile
#oaming
All %hones #s.7.B, #s.7.B,
1ncoming calls 'hile #oaming #s.-.E/ #s.-.E/
S"S Local As per #s.-.,,
Tariff
%lan
*ational #s.7.,,
1nternational #s./.,,
Application #s.F.,, #s.F.,,
%ulse rate for all calls in ), secs
ST+ at one rupee per minuteT
%lan
#eliance
1ndia
2ne 7..
#eliance
1ndia
2ne F..
%ulse ), sec ), sec
#ental 7.. F..
Clip , ,
%lan Charges , ,
1ntra Circle
2n *et ,.B ,.B
Cell - -
Fi6ed - -
1nter Circle
2n *et - ,.B,
Cell - -
Fi6ed - -
1nternational
JS4 Canada4Fi6ed Lines in
=urope4Australia4*e'zealand
and South =ast Asia
) )
"obile phones in =urope4
SAA#C4ulf4"iddle
=ast4JA=4Africa and #est of
the 'otld.
9 9
Cook 1sland4Cuba4+iego
racia4uinea
Bissau4*auru4*orflok
B, B,
island4Sao
Tome4Sakhalin4Solomomn
1sland4Tokelau4Tuvalu4Ianuatu
S"S
Local S"S - -
*ational S"S 7 7
1nternational S"S / /
2nnet pack #ental -/, -7/
S"S 2nnet %ack #ental /, /,
AS !ER T&E C#STO$ER S#R(E%
RE!ORT
Ali Ma221n
&oined! Since F yr.
<e is from Surat and using an Airtel Ale6 *e'
".IF.. plan. Airtel has got very good voice clarity
than other operators. Call rates are A7A local ,.F,ps4
A7other mobiles ,.F,ps4 A7 landline ,..,ps4 ST+
calls -rs. /rs for international message. AirtelNs call
rates are no' the most attractive in the stateT Full
%#S 'ould cost u ..rs3month.
Rajat
&oined! Since - yr
<e is using Airtel postpaid and all he 'ant changed is
the do'nload limit on "obile 2ffice (-,, "b0.
$r.;rati<B.
&oined! Since 7 yr
<utch sucking in up very high coverage but higher
rates than Airtel so he is using Airtel *e' ".IF..
plan.
Neha
&oined! Since 7 yr
Airtel sucks. Airtel charged her for -EB QB 'hen she
had use less than -,, QB. The customer agent told
her that QBNs are rounded up to the nearest "B.
5hen she asked after 'hat period itNs rounded up4
customer agent said itNs rounded for =I=#>
do'nload. 1f 1 do'nload only - QB4 it 'ill still
count as - "B. That means you guys C<=AT us of
-,7F QB.
Jay $esai
&oined! Since 7 yr
AirtelNs services is best at all and no customer care is
as good as Airtel.
1n %#S4 every telecom sucks. Airtel and <utch are
the leaders of the plunder8the8%#S subscribers8
resolution in 1ndia. 5ell in providing %#S services
Airtel has to improve a lot4 both in reduction tariffs
and in improving speed.
Suresh
&oined! Since 7 yr
<e has QE/,i and <utch sucks in %#S signal and
the customer care is 'orse than others. <e is
changing it to Airtel today.
CONCL#SIONS
1t 'as -.
th
of "arch4 'hen 1 started my
S1% at Bharti Airtel Ltd. Since then 1 had passed
almost B month. +uring this period starting from
my first day 1 learnt ne' things4 ne' concepts
everyday as very 'ell ?uoted by a famous
philosopher B 3ene.er I learn somet+ng newC
I come to know ow muc I donDt knowE and all
it 'as great learning period for me because 1 'as
totally blank at the starting of S1%. 5hen 1 got
familiar 'ith system of Bharti Airtel +td4 1
started applying my theoretical kno'ledge into
practical manner and try to relate 'hat 1 learnt in
t'o semester of MBA in I0AI NA%I)NA+
)++(.( S'RA%4 As rightly ?uoted by
3ILLIA$ EINSTINE for success BCon.ert all
your knowledge +nto act+onsE* At present 1 am
finish the summer internship program in Bharti
Airtel Ltd.4 1 have met so many people of
corporate as 'ell as service class people4 clerk3
accountant to C=23"A*A1* +1#=CT2#
this give me amazing e6perience of dealing 'ith
customers of different mind set and level. 1 also
come to kno' ho' to convince this people by
offering the service of product and company
'hich they are interested.
According to the study 'e found that
customer more prefer A1#T=L to compare 'ith
the other player in the market like a <JTC<4
#=L1=*C=4 TATA 1*+1C2"4 1+=A for reason
behind that A1#T=L is more popular and user
friendly 'ith its better service4 coverage4 better
plan and company brand value. So4 more
customers buy the Airtel connection and if they
are using other net'ork connection then if they
get reduction in spent4 better service4 better
coverage and get good value added service then
customers easily s'itch their net'ork to Airtel.

A,,end+F

To obtain more information regarding the present
study and to substantiate it 'ith theoretical proof4 the
follo'ing references 'ere made!
+ist 13 B11<s and 1ther su;;le2entary 2aterial
re3erred t16
Bharti Today
5ikipedia the free encyclopedia.htm
"arketing "anagement(1CFA1 Te6t book0
"anagerial =ffectiveness
B+-l+ogra,y 1 3e-s+te
'''.airtel.in
'''.airtel'orld.com
'''.google.com
'''.hutch.in
'''.relianceindia.com