A COMPARATIVE

STUDY ON CUSTOMER SATISFACTION

LEVEL
OF
AIRTEL & OTHER OPERATORS
A SUMMER TRAINING PROJECT REPORT
Submitted in partial fulfillment of the
Requirement for the award of the degree
of

MASTER OF BUSINESS
ADMININSTRATION
in

MARKETING AND
HUMAN RESOURCE
MBA- (2012-14)
UTTAR PRADESH TECHNICAL UNIVERSITY,LUCKNOW

Submitted By:
RAJESH BABU

M.B.A., 3 rd Semester
Roll No. - 1259570041

SRAJAN INSTITUTE OF MANAGEMENT

& TECHNOLOGY,
BAREILLY

PREFACE

The preparation of this report provides you great pleasure in releasing

our work and market experience in few pages which shows over all
result and experienced knowledge and the practical approach about the
style of a professional and think which we found various effecting to
our marketing and product image.
The research termed as A COMPARATIVE STUDY ON
CUSTOMER SATISFECTION LEVEL OF AIRTEL AND OTHER
OPERATORS Has made an effort to find out the issues concerning
with the Airtel AND other telecommunication services.

ACKNOWLEDGEMENT
I am a management student with foundations of management
principles and theories, who is curious about various sectors and its
latest happenings.
First of all I am highly obliged to HR Manager, Bharti Airtel for
allowing me to undertake the Summer Training and giving a chance to
work with.

I am also highly indebted and express my special Thanks to my

project guide Mr. ASHISH BALYAN, for his invaluable support;
guidance and knowledge that he shared with me thereby aiding me in
making this project as successful research.
Definitely, I cant ignore the technology, with Internet as the
backbone and those search engines which helped me in building up this
research project.
Lastly, I would like to thank the Srajan college and my parents
for their moral and financial support and my colleagues with whom I
shared my day-to-day experience and received lots off suggestions that
improved my work quality.

Rajesh Babu

DECLARATION

I RAJESH BABU student of Master Of Business Administration,

SRAJAN Institute of Management & Technology, Bareilly hereby
declare that all the facts, figures and information in the report are based
on my individual observation and work experience while summer
training project entitled A Comparative Study On Customer
Satisfaction Level Of Airtel And Other Opertors

This project is my original work and it has not been presented earlier in
this manner. This information is purely for academic interest.

Date..
Place.

(RAJESH BABU)

TABLE OF CONTENTS

1.

INTRODUCTION

1.1.

TELECOM INDIA

1.2.

AIRTEL

1.3.

BSNL

1.4.

IDEA

2.

RESEARCH OBJECTIVE

3.

RESEARCH METHODOLOGY

4.

DATA PRESENTATION &ANALYSIS

5.

FINDINGS

6.

SUGGESTION

7.

LIMITATIONS

8.

CONCLUSIONS

9.

BIBLIOGRAPHY

10. ANNEXURE

INTRODUCTION

Telecome India

India is the most competitive market in the world and boom in telecom has
completely changed the Tele industry scene scenario in India. Both
technologies have been quite successful in increasing the mobile usage in the
country and will likely to continue so in the near future.The mobile industry of
India believes the market still offers lot of opportunity for both GSM and
CDMA techniques while the service providers have been launching various
plans to customers.
Cellular operators are also providing many exciting features to increase there
customers base like hello tunes, ring tones ,mms, GPRS, call forwarding , call
waiting ,voice mail missed call in formations, call conferencing contents free
offers recharge voucher discounts, life time validity double voucher validity,
favorites numbers, right talk. It is still a big question as to which of to the
technologies will lead eventually.
This was less than five years after the invention of the commissioning of a 50 line
manual telephone exchange in 1882 in Kolkata. This was less than five years
after the invention of the telephone by Alexander Graham Bell. India had
approx. 82,000 telephone connections at the time of independence (1947) and by
1984 the number of connections had slowly risen to 3.05 million. India's telecom
network was notoriously unreliable and only available to a small section of
households along with the corporate sector. The telecom sector was a
government monopoly until 1994 when liberalization gradually took place.
Cellular service was launched in November 1995 in Kolkata.

History of Cellular Telephony in India

1992

Telecommunication sector in India liberalized to bridge the gap

through government spending & to provide additional resources
for the nations telecom target. Private sector allowed
participating

1993

The telecom industry gets an annual foreign investment Rs 20.6

million

1994

License for providing cellular mobile services granted by the

government of India for the Metropolitan cites of Delhi,
Mumbai, Kolkata & Chennai. Cellular mobile service to be
duopoly (i.e. not more than two cellular mobile operators could
be licensed in each telecom circle), under a fixed license fee
regime for 10 years.

1997

Telecom Regulatory Authority of India is set up

1998

Annual foreign investment in telecom stands at Rs 17,756.4

million.

1999

FDI inflow into telecom sector falls by almost 90% to Rs.

2126.7 million

1999

Tariff rebalancing exercise gets initiated

1999(March) National Telecom Policy is announced.

2000(June)

FDI inflow drops further down to Rs 918 million coming

2000 (January) Amendment of TRAI Act.

GSM & CDMA comprastion

GSM and CDMA are two different modulation standards. GSM is used
primarily in Europe and CDMA in the US. GSM uses a system called TDMA
to differentiate between different mobile calls, TDMA means Time Division
Multiple Access. CDMA is a much more complex system which uses digital
codes to differentiate between the different mobile calls. CDMA stands for
Code Divison Multiple Access. Mobiles designed for CDMA and mobiles
designed for GSM look very similar, even the construction looks the same,
infact most modern mobiles can operate using either system so that they can
be used around the world.
The world of wireless communication has opened up new vistas of technology
and a number of dedicated attempts to enhance the existent systems. Each
system is unique in its approach and the competition simply lies in the
accessibility and facilities enabled. The sphere of mobile communication is
synonymous with the GSM and CDMA communication systems, worldwide.
The services are not contained or Restricted and are accessible anywhere
To understand the main difference between GSM and CDMA communication
systems, it is essential to understand that while the former is a universal
concept, the latter has emerged out of a proprietary effort. GSM or the Global
System for Mobile communication is an international organization established

in 1987, to develop and enhance wireless communication, worldwide. CDMA

or Code Division Multiple Access is relatively new in the industry and a design
of Qualcomm, a company Based in the United States Of America.
The CDMA or Code Division Multiple Access was initiated as an alternative to
GSM or the Global System for Mobile communication. The difference lies in
the speed made available for data transfer, which is traditionally considered
faster with CDMA. Nevertheless, just as diverse as the scope of wireless mobile
communication is, so is the scope for both these industry giants to outdo one
another in. the global market.

Mobile Network Statistics

India's Largest Cellular Operators as at Jan 31 2008

Operator

Subscriber
(millions)

Bharti Airtel

57.4

Reliance Infocomm Ltd.

42.6

Vodafone Essar

41.1

Bharat Sanchar Nigam Ltd.

33.7

Tata Teleservices Ltd.

22.5

Idea Cellular Ltd.

22.0

Key Players in the Indian Telecom Industry

Bharati Group
It is the largest integrated private sector telecommunications service provider
in India today and has a presence over the entire country. It was the first
private sector company to offer basic services, national and international long
distance telephony in India. It started offering its services in the mid 90s.

Hutchison Group
It is Indias third largest GSM operator and is part of the $55 billion Hong
Kong based Hutchison Whampoa Group. It initially began operations in one

circle, Mumbai, and has gradually expanded across the country to cover
telecom circles throughout India.

Reliance Infocomm Ltd

It is promoted by Reliance Industries Limited and offers mobile telephony
services on the CDMA platform on a nation wide optical fibre cable network
capable of supporting broadband services. Its strategy has been to acquire a
large subscriber base on the back of low tariffs and then promote calls within
its network to enable yet lower tariffs for its subscribers.

Tata Teleservices Ltd.

Owned by the Tata Group, it provides basic and wireless services on the
CDMA platform. As compared to its peers, the company has not been
aggressive in expanding in the wireless space.

Bharat Sanchar Nigam Ltd.

BSNL is a public sector organisation, wholly owned by Department of
Telecommunication (DoT). It is Indias principal provider of local and
domestic long distance telephony. It offers basic services nation wide, except
for Mumbai and Delhi, where MTNL is the state-run telephony service
provider. On the back of its established and well spread infrastructure of
telephone exchanges, it has been able to roll out its network at a rapid
pace. factors were decided on the basis of in-depth interviews. The constituent
attributes of the three factors are as follows:
Factor Attributes Comprising the Factor
Call Charges
SMS Rates
Talk Time

Economy
Roaming Charges
Network Coverage
Voice (Transmission) Clarity
Timely SMS Delivery
Performance
Customer Care
Free Number / SMS Offers
Ring-tones & Downloads
News / Sports Updates
Value Added Services
Horoscope and Other Services
As an outcome of this initial study, three main factors were obtained that
are used by students for forming an opinion about a mobile service provider.
These are:
1._ Economy
2._ Performance
3._ Value Added Services
In all, a total of four focus group discussions, with six students each, and
thirty in-depth interviews were conducted in this phase. Subsequent to this
phase, a survey of students was carried out during the Conclusive Study
Phase, wherein the importance of the different parameters and their
constituents was ascertained.

Conclusive Study Phase

In this phase, a questionnaire was designed using the preliminary data
collected from the Exploratory Phase (APPENDIX A). The questionnaire was
administered to respondents, who were graduate and post-graduate students
from different

Value added services

Value-added services (VAS) are unlike core services. They have unique
characteristics and they relate to other services in a completely different way.
They also provide benefits that core services can not.

Value-added
Characteristics

Service

All VAS share the same characteristics:

1. Not a form of basic service but rather adds value total service offering
2. Stands alone in terms of profitability and/or stimulates incremental
demand for core service(s)
3. Can sometimes stand alone operationally
4. Does not cannibalize basic service unless clearly favorable
5. Can be an add-on to basic service, and as such, may be sold at a
premium price
6. May provide operational and/or administrative synergy between or
among other services not merely for diversification
Every VAS will demonstrate one or more of the above characteristics.
Furthermore, a value-added service will never stand in stark contrast to any
of the above characteristics.
VAS also have a certain time dimension associated with them. Subjectively
speaking, a value-added service today becomes a basic service when it
becomes sufficiently common place and widely deployed to no longer provide
substantive differentiation on a relative basis.

COMPANY PROFILE

BHARTI AIRTEL LIMITED

Bharti Airtel Limited, a part of Bharti Enterprises is India's leading provider

of telecommunications services. Bharti Telecom Limited is the promoter
company of Bharti Airtel Limited.Sunil Bharti Mittal is the Chairman and
Managing Director of Bharti Airtel Limited (Bharti), Indias largest private
integrated telecom player since October 2001. He is the board director since
July 1995. Bharti Airtel Limited was established on July, 07, 1995 as a Private
Company Limited.

Sunil Mittal was one of the first entrepreneurs to identify

the mobile telecom business as a major growth area and launched services in
the city of Delhi and the National Capital Region in the year 1995.
Some of the Feathers in the cap of Mr. Sunil Bharti Mittal are
Best Asian Telecom CEO, Telecom Asia Awards 2005
Best CEO, India, Institutional Investor, 2005
Business Leader Of The Year, Economic Times, 2005
Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young

He is also the Board Member of the Global GSM Association.

Sunil is an alumnus of Punjab University and has completed the
Owner/President Management Program from Harvard Business School.

Corporate Governance
Bharti Airtel Limited firmly believes in the principles of Corporate
Governance and is committed to conduct its business in a manner, which will
ensure sustainable, capital-efficient and long-term growth thereby maximising
value for its shareholders, customers, employees and society at large.
Companys policies are in line with Corporate Governance guidelines
prescribed under Listing Agreement/s with Stock Exchanges and the
Company ensures that various disclosures requirements are complied in
letter and spirit for effective Corporate Governance.
During the financial year 2003-04, your Company was assigned highest
Governance and Value Creation (GVC) rating viz. Level 1 rating by CRISIL,
which indicates that the companys capability with respect to creating wealth
for all its stakeholders is the highest, while adopting sound Corporate
Governance practices.This rating was re-affirmed by CRISIL on April
20,2006.
Vision

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

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

Airtel & Visual Identity

For a brand to be successful, it must build enduring relationships with its

different audiences. Integral to this relationship is the visual image of the
brand the consumer carries in his/her mind. The Airtel brand image is created
through the consistent application of a carefully developed visual identity,
which helps Airtel distinguish itself in a cluttered market. Airtel's visual
identity helps create instant brand recall and strengthens the relationships
that its audiences have with it.
The Airtel visual identity has different elements that work together to create a
strong and consistent identity for the brand. The most important of these are:

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a

brand that is always ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform creates an
open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce
the brand's leadership position. The red dot on the letterform 'I' cues Airtel's
focus on innovation.. The words 'Express Yourself' are very much part of the
brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

Airtel Outlets

Airtel Prepaid
Welcome to the World of Airtel Prepaid

Convenient, affordable, and easily available - Airtel Prepaid offers you the best rates and coverag
the islands wide variety of value-added services and 24-hour Customer Care.
Total cost control:

No rentals, no bills, no hassle!

Simple and instant re-charge process

Balance inquiry online

Affordable rates

Available everywhere in Seychelles

Recharge cards
MRP (Rs)

Talktime (Rs)

Validity (Days)

Processing Fee (Rs)

ServiceTax (Rs)

10

7.90

1.00

1.10

20

16.80

1.00

2.20

55

46.95

2.00

6.05

75

64.75

2.00

8.25

99

10.01

30

78.10

10.89

110

94.90

3.00

12.10

175

35.00

90

120.75

19.25

199

46.54

60

130.57

21.89

230

84.70

90

120.00

25.30

340

92.60

180

210.00

37.40

350

10.00

365

301.50

38.50

421

199.00

210

175.69

46.31

499

10.06

LifeTime

434.05

54.89

500

145.00

180

300.00

55.00

501

445.89

0.00

55.11

660

107.40

365

480.00

72.60

1000

410.00

365

480.00

110.00

1001

890.89

0.00

110.11

1325

699.25

365

480.00

145.75

1500

1500.00

0.00

0.00

2000

1059.99

730

720.00

220.01

3300

2216.99

730

720.00

363.01

Airtel Postpaid
Airtel Postpaid allows you to choose from a variety of affordable
talk plans, convenient payment options and host of rich features. So
get set to enjoy a world of limitless possibilities

Tariffs

Airtel One 249 Plan

India Roam 399

India Home 299

299 Discounted
Airtime Plan

149 Plan

Airtel 998 Super Lite

Plan

Airtel Advantage 500 Airtel Talk More 249 Individual

Airtel Celebration
444 Plan

Airtel Nights Plan

New Airtel Community Plan

( Talk Airtel 995)

Airtel 199

Airtel New 299

Airtel New 499

Relocation Plan

Services
Now you can communicate, whenever you want to, not just in plain words, but also in more
exciting, innovative yet simple new ways. Choose from our range of services, to do more
with Airtel.
To know what services are available in your city please select your location.

Services

Subscribe for cool alerts at the

click of a button! What's better
is that you receive updates
automatically on your Airtel
phone.

Avail of special services like

calling waiting, call hold, call
divert and voice mail to
manage all your accessibility
needs with Airtel.

Let your phone do the talking,

with our Mail and Messaging
services. Make arrangements,
share moments or just say
hello...

Take your office wherever you

go & access e-mail and Internet
any time anywhere, with Airtel.

More services, for convenient

use of your mobile from Airtel
network.

Welcome to Airtel Mobile

Phone Backup, a unique
service that saves all the vital
and precious information at the
touch of a button.

Now secure your handset with

this unique service, which helps
you keep track of your mobile
phone when its stolen or lost..

PROFILE

BHARAT SANCHAR NIGAM LIMITED

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India: Wire line, CDMA mobile, GSM Mobile, Internet,
Broadband, Carrier service, MPLS-VPN, VSAT, VOIP services, IN Services
etc. Within a span of five years it has become one of the largest public sector
units
in
India.
BSNL has installed Quality Telecom Network in the country and now focusing
on improving it, expanding the network, introducing new telecom services
with ICT applications in villages and wining customer's confidence. Today, it
has about 47.3 million line basic telephone capacity, 4 million WLL capacity,
20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287
Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave
Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL is numero uno operator of India in all services in its license area. The
company offers vide ranging & most transparent tariff schemes designed to
suite
every
customer.
BSNL cellular service, CellOne, has more than 17.8 million cellular customers,
garnering 24 percent of all mobile users as its subscribers. That means that
almost every fourth mobile user in the country has a BSNL connection. In
basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone
subscribers i.e. 85 per cent share of the subscriber base and 92 percent share
in
revenue
terms.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video
through the same Backbone and Broadband Access Network. At present there
are 0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network
integration and Maintenance of Switching & Transmission Networks and also
has a world class ISO 9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390
million (US $ 2.26 billion) for last financial year. The infrastructure asset on
telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).
BSNL plans to expand its customer base from present 47 millions lines to 125
million lines by December 2007 and infrastructure investment plan to the tune
of Rs. 733 crores (US$ 16.67 million) in the next three years.
The turnover, nationwide coverage, reach, comprehensive range of telecom
services and the desire to excel has made BSNL the No. 1 Telecom Company of
India.

VISION
To become the largest telecom Service Provider in Asia.

MISSION
i.

To provide world class State-of-art technology telecom services to its

customers
on
demand
at
competitive
prices.

ii.

To Provide world class telecom infrastructure in its area of operation

and to contribute to the growth of the country's economy.

OBJECTIVE

To be the Lead Telecom Services Provider.

To provide quality and reliable fixed telecom service to our customer

and there by increase customer's confidence.

To provide mobile telephone service of high quality and become no. 1

GSM operator in its area of operation.

To provide point of interconnection to other service provider as per

their requirement promptly.

To facilitate R & D activity in the country.

Contribute towards:
i.

National Plan Target of 500 million subscriber base for India by

2010.

ii.

Broadband customers base of 20 million in India by 2010 as per

Broadband Policy 2004.

iii.

Providing telephone connection in villages as per government

policy.

iv.

Implementation of Triple play as a regular commercial proposition.

BSNL Mobile PREPAID

BSNL Mobile prepaid service offers you a host of value added services and
unmatched features not found in any other Cellular service. All India roaming
facility is also available on BSNL mobile prepaid service.
Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk
value of Rs. 50/- is given to all subscribers.
BSNL Mobile Pre paid cards are available in the denominations of Rs. 70,150,
300, Rs. 500, Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45,
120 and 180 days respectively.
Initial Charges on taking the connection

a. Initial SIM value/activation charges

(inclusive of service tax @12.36%)

General

Saral
Anant

Super One
India

Rs. 112

Rs. 495

Rs. 112

Rs. 30

Rs. 65

Rs. 30

NIL

NIL

NIL

b. Free talk value on initializing the SIM

c. Other charges

Get 200 SMS (within LSA) free on every new connection (Postpaid or Prepaid)
Get a fancy (vanity) number of your choice on lower rates (Postpaid or Prepaid)
2. Call Charges
A. Intra circle calls (Rs./Min)
General

Pulse rate (Second)

(i) To GSM

Own Network
Other Network

(ii) To Fixed/WLL

Own Network
Other Network

(iii) Reduced call charges

to any two BSNL numbers(one
Landline number is mandatory)
B. Inter Circle Calls(Rs./Min)

Own Network

Saral
Anant

Super One India

60

60

60

0.90

1.00

0.50

0.90

1.00

0.80

0.90

1.00

0.50

0.90

1.00

0.80

0.20

0.50

0.20

General

Pulse rate (Second)

To GSM /WLL /Fixed line

Own Network
Other Network

Reduced call charges to any

one BSNL Fixed/WLL number (note)

Own Network

Saral
Anant

Super One India

60

60

60

1.20

1.50

1.00

1.50

1.50

1.00

0.60

1.00

0.60

C. International Calls (ISD) (Rs./Min)

General

Pulse rate (Second)

(i) USA, CANADA, UK & Sri Lanka
(ii) Nepal
(iii) Europe (Other than UK), Singapore, Thailand,
Malaysia, Indonesia, Hongkong, Kuwait, Bahrain, UAE,
Oman and Qatar
(iv) Rest of the world

Saral
Anant

Super One India

60

60

60

7.20

7.2

7.20

9.00

9.00

9.00

9.60

9.6

9.60

12.00

12.00

12.00

D. National Roaming Charges (Rs./Min)

General

Pulse rate (Second)

Roaming subscription (waived off w.e.f. 15 feb 2007)
Outgoing calls within visited LSA (Local)
Outgoing calls beyond visited LSA (STD)
Incoming calls

Saral
Anant

Super One India

60

60

60

1.00

1.00

1.00

1.50

1.50

1.50

1.00

1.00

1.00

As mentioned above in point C

ISD Calls
3. SMS Charges (Rs. per SMS)
General

Local
National

Saral
Anant

Super One India

0.80

1.00

0.60

1.20

2.00

1.00

International
Delivery Report
Missed call alerts
SMS while Roaming (National)
Incoming SMS
Non - P2P SMS

5.00

5.00

5.00

0.10

0.10

0.10

Free

Free

Free

1.00

2.00

1.00

Free

Free

Free

2.00

2.00

2.00

As determined by the content provider

Premium non - P2P SMS

4. GPRS Service
General

Activation charges
Volume based usage charges per KB in Rs.
Monthly subscription

Super One India

Saral
Anant

0.00

0.00

0.00

0.02

0.02

0.02

0.00

0.00

0.00

5. MMS Service
General

Local/National P2P (Rate per MMS in Rs.)

International (Rate per MMS in Rs.)

Super One India

Saral
Anant

3.00

5.00

3.00

8.00

8.00

8.00

As determined by the content provider

M2P (Downloader to pay)

6. Miscellaneous
General

Voice mail facility

Super One India

Saral
Anant

Recording

Free

Retrieval

O/G Charges

CLIP
Call forwarding (Only within same LSA) in Rs.
SIM replacement in Rs.
Replacement of defective SIM (BSNL fault)

Free
Normal call charges
100
0.00

7.

Card Values, validity, etc (for subsequent recharge)

RECHARGE COUPONS

(Validity vouchers for Rs. 150 revised, Rs. 250 and Rs. 350 are introduced w.e.f.
15.03.2008) (Recharge Vouchers for super One India plan)
Card Value
(Rs)
Processing fee
Service tax +
Edu Cess
@12.36%
Sale Value
(Rs)
Talk value (Rs)
Validity (days)
Grace period
(days)
Additional
Grace Period
for SIM only
(days)

50

70

100

150

200

250

299

300

350

500

1000

2000

2500

3000

50

25

40

70

100

70

190

249

280

100

12

19

25

31

37

37

43

62

124

247

309

371

56

79

112

169

225

281

336

337

393

562

1124

2247

2809

3371

56

25

30

30

50

130

60

50

300

70

500

900

2400

2500

3000

67

10

15

30

90

30

180

30

30

365

50

120

180

300

365

30

30

30

30

30

30

30

30

30

30

30

30

30

30

78

556

1000

2667

2778

3333

61

45

Financial implication as per TRAI guidelines :

Traffic pattern has been taken as per TRAI guideline:
C2C Local - 59%, C2F Local - 20%, C2C STD - 14%, C2F STD - 7%
Appro.
minutes of use
available on
each recharge
coupon*

28

33

33

56

144

67

81

333

TOP UP COUPONS
Card Value (Rs)
Processing fee
Service tax + Edu Cess @12.36%
Sale Value (Rs)
Talk value (Rs)
Validity (days)
Appro. minutes of use available on
each Top up coupon*

10

20

50

100

200

500

1.24

2.47

6.18

12.36

24.72

61.80

11

22

56

112

225

562

18

50

100

200

500

20

56

111

222

556

74

Basic Price in Rs.

Processing Fee in Rs.

10 to 49

50 and above

Note:A. Validity starts from the date of latest recharge.

B. In case of Anant, the Life Time Validity means the License Period of
the Operator. The License Period for Cellular Services of BSNL is 20
years w. e. f. 29.02.2000. However, the License is understood to be
renewable further on its expiry by Deptt of Telecom, Govt. of India.
C. During the grace period, no O/G calls shall be allowed except
emergency (toll free) & IVR calls. However I/C should be free
during grace period.
D. The unutilized balance amount of the previous card can be carried
forward in case of renewal within the grace period, other wise it
shall lapse.
E.The SIM number can be re-activated with additional period of 30
days even beyond the grace period of 7 days for all Card values .
However, in such case, the credit balance will lapse but the
subscriber will not have to pay activation charges.
F. Free talk value on initiating the SIM is given to all subscribers. This
value carries the validity of 7 days and usual grace of 7 days each
and additional grace period of 30 days.
G. An optional facility at reduced STD rate on calls made to one BSNL
Fixed/WLL number @Rs. 0.60/Min (Rs. 1.00 for Saral Anant) has
been introduced. A customer can either choose two BSNL
(Fixed/WLL/Cellular) numbers for intra circle calls @ Rs. 0.20/Min
(Rs. 0.50 for Saral Anant) or choose one BSNL Fixed/WLL/Cellular
number for intra circle call and one BSNL Fixed/WLL number for
inter circle call any where in India.
H. With Flexi Top up and C-Top up, customers have freedom to choose
any denomination, any time and at any where. The top up
denomination ranges from as low as Rs. 10 up to Rs. 10,000. Basic
price of these top-ups = MRP- Service Tax.

Minimum recharge condition: For extension of validity period Anant

subscribers are required to get their SIM recharged in every six Months
with the following Top up vouchers, failing which the SIM will be
deactivated.
OlD Anant

Rs. 50/180 days

New Anant

Rs. 200/180 days

Saral Anant

Rs. 200/180 days

The validity will be extended upto 180 days from the date of recharge.

BSNL MOBILE - POSTPAID

BSNL Mobile offers you a host of value added services and
unmatched features not found in any other Cellular service
As a proud subscriber of BSNL Mobile service you will stay in
touch with your nears and dears any where in India because BSNL
Mobile is the only Cellular service which is available in all major
cities and covers all major highways. BSNL Mobile gives you all
India roaming facility (including Delhi and Mumbai) and
International roaming facility to more than 300 networks across
the world.
As a BSNL Mobile subscriber you will enjoy benefits like:
No security Deposit if you are an existing BSNL subscriber
No security deposit or monthly rental for national roaming
facility in Plan-325 & 525
Voice Mail recording and receiving facility free.
CLIP free
Call waiting and Call holding facility free
Missed call alerts by sms- free of cost!

Particulars

Plan-99

Plan-198
SMS Power

Plan225

Plan-299
One India

Plan325

Plan490

Plan525

Plan-550

Plan725

Plan
999

1. Initial one time payment in Rs.

a. Registration
amount
b. Activation
Charges

500

500

500

500

500

500

500

500

500

500

100

100

100

100

100

100

100

100

100

100

500

500

500

500

500

500

500

500

500

500

1000

1000

1000

1000

1000

1000

1000

1000

1000

100

2000

2000

2000

2000

2000

2000

2000

2000

2000

200

5000

5000

5000

5000

5000

5000

5000

5000

5000

500

99

198

225

299

325

490

525

550

725

999

60

125

300

700

Plan-99

Plan-198
SMSPower

Plan225

Plan-299
OneIndia

Plan325

Plan490

Plan525

Plan-550

Plan725

Plan
999

60

60

60

15

60

15

60

60

15

2. Security Deposit in Rs.

a. Local
b. Local+STD
c. Local+STD+ISD
d. Local+STD+ISD+
International
roaming
3. Fixed Monthly
Charges in Rs.
4. Free calls
/month (Worth
Rs.)
Particulars

5. Call Charges/Min in Rs.

6. Pulse rate (For
intra/inter circle
calls)

60

A. Intra circle calls (Rs./Min) (Local Calls)

(i) To GSM
(Own network)
(ii) To GSM (Others
network)
(iii) To Fixed/WLL
(Own network)

1.00

1.00

0.60

0.40

0.50

0.40

0.40

0.40

0.00

0.6

1.00

1.00

0.90

0.60

0.80

0.60

0.40

0.60

0.40

1.0

1.00

1.00

0.90

0.60

0.50

0.60

0.50

0.60

0.40

0.6

(iv)To Fixed/WLL
(Other network)
Reduced call
charges to any two
BSNL numbers(one
Landline number is
mandatory)

1.00

1.00

0.90

0.60

0.80

0.60

0.80

0.60

0.40

1.0

0.20

0.20

0.20

0.20

0.20

0.20

0.20

0.20

0.20

0.2

B. Inter Circle Calls(Rs./Min) (STD Calls)

1.20

1.20

1.20

1.00

1.00

1.00

1.00

1.00

0.40

1.0

1.40

1.40

1.20

1.00

1.20

1.00

1.00

1.00

1.00

1.0

1.20

1.20

1.20

1.00

1.00

1.00

1.00

1.00

0.40

1.0

(iv) To Fixed/WLL
(Other network)

1.40

1.40

1.20

1.00

1.20

1.00

1.00

1.00

1.00

1.0

Reduced call charges

to any one BSNL
Fixed/WLL number
(note)

0.60

0.60

0.60

0.60

0.60

0.60

0.60

0.60

0.20

0.6

Particulars

Plan-99

Plan-198
SMSPower

Plan225

Plan-299
OneIndia

Plan325

Plan490

Plan525

Plan-550

Plan725

Plan
999

60

60

60

60

15

60

15

60

60

15

7.20

7.20

7.20

7.20

7.20

7.20

7.20

7.20

6.00

7.2

9.00

9.00

9.00

9.00

9.00

9.00

9.00

9.00

9.00

9.0

9.60

9.60

9.60

9.60

9.60

9.60

9.60

9.60

8.00

9.6

12.00

12.00

12.00

12.00

12.00

12.00

12.00

12.00

10.00

12.0

(i) GSM
(Own network)
(ii) To GSM
(Other network)
(iii) To Fixed /WLL
(Own network)

C. ISD Calls(Rs./Min)
ISD PULSE RATE
(Sec)
(i) USA, CANADA,
UK,Sri Lanka
(ii) Nepal
(iii) Europe (Other
than UK), Singapore,
Thailand, Malaysia,
Indonesia,
Hongkong,Kuwait,
Bahrain, UAE, Oman
and Qatar
(iv) Rest of the world
7. SMS Charges
A. Plain P2P SMS (Max 160 char/SMS) in Rs.
a. Local (within LSA)

0.50

0.40

0.40

0.40

0.40

0.40

0.40

0.40

0.00

0.5

0.50

0.40

0.40

0.40

0.40

0.40

0.40

0.40

0.40

0.5

1.00

0.40

0.80

0.80

0.80

0.80

0.80

0.80

0.40

0.5

1.00

0.40

0.80

0.80

0.80

0.80

0.80

0.80

0.40

0.5

5.00

5.00

5.00

5.00

5.00

5.00

5.00

5.00

5.00

3.0

100(Own
network)

2000

--

--

--

(1500 (Own

(i) Own network

(ii) Other network

b. National (Outside LSA)

(i) Own network
(ii) Other network
c. International SMS
d. Free SMS in
Nos/month

e. Free SMS worth

Rs. /month
B. Plain non-P2P
SMS/ SMS in Rs.

Particulars

--

network) +
500 other n/w)
--

--

30

--

40

--

40

--

--

2.00

2.00

2.00

2.00

2.00

2.00

2.00

2.00

2.00

2.0

--

As determined by the content provider

C. Premium non P2P SMS

D. SMS Delivery
report/ SMS in Rs.

--

0.10

0.10

0.10

0.10

0.10

0.10

0.10

0.10

0.10

0.1

Plan-99

Plan-198
SMSPower

Plan225

Plan-299
OneIndia

Plan325

Plan490

Plan525

Plan-550

Plan725

Plan
999

8. Roaming call charges with 60 seconds pulse rate (Rs./Min)

A. National Roaming
a. Fixed monthly
charges*
b. Outgoing calls
within the visited
LSA
c. Outgoing calls
beyond visited LSA
d. Free Incoming
calls /month
e. Incoming calls
f. Outgoing SMS
(max 160
characters)

--

1.00

1.50

1.00

1.50

--

--

--

1.00

1.00

1.00

1.00

1.00

1.00

1.00

1.50

1.00

1.50

1.00

1.00

1.50

1.50

--

--

1.0

1.5

--

--

--

--

--

--

--

300
mintues

--

--

1.00

1.00

1.00

1.00

1.00

1.00

1.00

1.00

0.65

1.0

1.00

0.80

0.80

0.80

0.80

0.80

0.80

0.80

0.80

0.8

B. International Roaming

a. Fixed monthly
charges

99

99

99

99

b. Call charges
GPRS Usages
Free/Month

99

99

99

99

99

99

Nil

5MB

Nil

5MB

Nil

As per note II
Nil

Nil

Nil

Nil

Nil

Note:Note : Plan 99(Student Power), plan 100 and plan 140 have been merged in new
Plan -99 w.e.f. 11 June 2008.
Note I. 200 SMS(Local) is available with all new connection which is valid
upto two months from the date of activation
Note II. Charges for calls made or calls received while international roaming
or SMS sent will be as levied by foreign operator (inclusive of tax) and
surcharge of 10% on such amount. In case foreign operators do not levy any
charges for incoming calls, then a sum of Rs. 40 per minute + actual ILD
charges applicable in the home network).
Note III.
Local CUG facility is now available for all postpaid plans for
all customers.
Note IV. Registration charge is applicable when connection is not available
on demand, it is non-interest bearing and adjustable in the first bill.
Note V. International in-roamer means the foreign subscribers visiting India
and using BSNL Cellular network. Outbound roamer means BSNL
subscribers visiting abroad and using the network of a foreign cellular
operator.
Note VI. Security deposit is non-interest bearing but refundable upon
surrender subject to clearance of dues. No security deposit is required for
local/STD from the following categories :
BSNL Employees.
Employees of Central/State Government and central PSUs.
Bank employees, who give ECS mandate from their own bank.
Central/ State Government and Central PSUs.
Corporate Customers (minimum 5 connections in corporate name)

 Exisitng BSNL subscribers upon request with following conditions :

(a) Fill up a mandate form to allow existing deposit of PSTN phone
(Basic Telephone) towards outstanding of the cellular phone.
(b) Connection to be applied in the same name as PSTN.
(c) Category of the connection (Local/STD) remains same as PSTN.
For ISD facility, security deposit payable as above and liable to be enhanced
based on default in payment in etc. as in case of PSTN telephones.
Note VII. An optional facility at reduced STD rate on calls made to one
BSNL Fixed/WLL number @Rs. 0.20/Min under plan -725 and Rs. 0.60/Min
in all other postpaid plans has been introduced. A customer can either
choose two BSNL (Fixed/WLL/Cellular) numbers for intra circle calls @ Rs.
0.20/Min or choose one BSNL Fixed/WLL/Cellular number for intra circle
call and one BSNL Fixed/WLL number for inter circle call any where in
India.
Note VIII. Activation charges of Rs. 100 may be waived-off for corporate
customers taking minimum 5 connections at a time with a minimum
commitments of 6 months
Note IX. Service tax as applicable will be extra.
Note X. These changes will take effect from 11th June 2008.

BSNL OPTIONAL SERVICES

OPTIONALSERVICES

Sl

PARTICULARS

DOMESTIC SMS
A (Rates with effect from
1.7.2004

Rate(Rs.)

Local (within
same LSA)

Rs. 0.60

STD (Nationaloutside LSA)

Rs.1.00

Plain Person to Person SMS

While roaming
(Outside LSA)
plain non-person to person SMS

Premium non-person to person

SMS

REMARKS

Rs. 1.00
Rs. 1.00
For this SMS based
value added service,
tariff to is determined
by the content
providers

Maximum 160

characters * No
charges for receivi
SMS to subscriber
BSNL or roamers i
BSNL network *
Service Tax extra a
applicable.

Charges for delivery reports of SMS

Outgoing
International SMS

Per message

O/G

Rs. 0.10 per SMS

Rs. 5/-

Maximum 160
characters

(w.e.from 1.2.2004)

B ROAMING

Roaming

a Rental/Subscription
(All India roaming
facility available for all
b Call Charges
circles of BSNL and to
MTNL, Delhi & Mumbai)
C GPRS
(Rates with effect from
15.05.2006

D MMS
(Rates with effect from
15.05.2006

E MISCELLANEOUS

Free

1 Activation charges

NIL

2 Monthly rental

NIL

3 Free usage

NIL

4 Volume based usage charges

Rs 0.02 per
KB

Volume based usage charges

on Roaming

Rs 0.02 per
KB

P2P (Calling party or sender to Rs 3/- per

pay )
MMS

2 M2P (Down loader to pay)

As per rate fixed by the

content provider

1 Voice mail facility

Free
Recording
Retrieval

Free
O/G charges

2 CLIP

Free

3 Call waiting/call hold

Free

Call Forwarding (only within

same SA)

No upfront char

nil

As per plan

only actual
termination
charges

5 SIM Replacement Cost

6 Replacement of defective SIM
O/G means outgoing
I/C means incoming

200

on each occasio

nil

on BSNL's fault

COMPANY PROFILE

IDEA CELLULAR

IDEA Cellular is a publicly listed company, having listed on the

Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE) in
March 2007.
As India's leading GSM Mobile Services operator, IDEA Cellular has
licenses to operate in all 22 Service Areas. Presently, operations exist in 11
Service Areas covering Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh,
Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal
Pradesh, UP-East, Rajasthan and Kerala. With a customer base of over 26
million, IDEA Cellular's footprint currently covers approximately 60% of
India's telecom population.
Idea Cellular is a wireless telephony company operating in various
states in India. It initially started in 1995 as a join venture between the Tatas,
Aditya Birla Group and AT&T by merging "'Wings Cellular'" operating in
Madhya Pradesh,UP West,Rajasthan and Tata Cellular as well as Birla AT&T
Communications.
Initially having a very limited footprint in the GSM arena, the
acquisition of Escotel in 2004 gave Idea a truly pan-India presence covering
Maharashtra (excluding Mumbai), Goa, Gujarat, Andhra Pradesh, Madhya
Pradesh, Chattisgarh, Uttar Pradesh (East and West), Haryana, Kerala,
Rajasthan and Delhi (inclusive of NCR).

The company has its retail outlets under the "Idea n' U" banner. The
company has also been the first to offer flexible tarrif plans for prepaid
customers. It also offers GPRS services in urban areas.

A frontrunner in introducing revolutionary tariff plans, IDEA Cellular

has the distinction of offering the most customer friendly and competitive Pre
Paid offerings, for the first time in India in an increasingly segmented market.
Customer Service and Innovation are the drivers of this Cellular
Brand. A brand known for their many firsts, Idea is only operator to launch
GPRS and EDGE in the country. Idea has received international recognition
for its path-breaking innovations when it won the GSM Association Award for
"Best Billing and Customer Care Solution" for 2 consecutive years
IDEA Cellular is part of the Aditya Birla Group, a US$ 24 billion
corporation with a market cap of US$ 31.5 billion and in the league of Fortune
500. Anchored by an extraordinary force of over 100,000 employees belonging
to 25 different nationalities, over 50% of its revenues flow from its overseas
operations. The Group has been adjudged The Best Employer in India and
among the Top 20 in Asia' by the Hewitt-Economic Times and Wall Street
Journal Study 2007.
The combined holding of the Aditya Birla Group companies in IDEA
stands at around 57 per cent. With ambitious future plans, the company is
poised for rapid growth across the whole country.
The Indian telecommunications market for mobile services is divided
into 22 "Service Areas" classified into "Metropolitan", Category "A",
Category "B and Category "C "service areas by the Government of India.
These classifications are based principally on a Service Areas revenue
generating potential.

The established service areas are Delhi, Andhra Pradesh, Gujarat and
Maharashtra, Haryana, Kerala, Madhya Pradesh and Uttar Pradesh (West).
Licenses for the Maharashtra and Gujarat Service Areas were awarded
in December 1995, with network rollout and commercial launch achieved in
1997. In January 2001 the mobile operations in Andhra Pradesh Service Area
were integrated with IDEA through a merger with Tata Cellular Limited. In
June 2001, the mobile operations in Madhya Pradesh Service Area were fully
integrated with IDEA through an acquisition of RPG Cellcom Limited. In
October 2001, the license for Delhi Service Area was acquired during the
fourth mobile license auction, with network rollout and commercial launch in
November 2002. In January 2004, Escotel Mobile Communications Private
Limited ("Escotel"), was acquired with its original licenses in the Service
Areas of Haryana, Uttar Pradesh (West) and Kerala. All these Service Areas
were re-branded and integrated with IDEA in June 2004.
The New Service Areas are Uttar Pradesh (East), Rajasthan and
Himachal Pradesh. Licenses for these New Service Areas were acquired
through the acquisition of Escotel (Escorts Telecommunications Limited).
Following significant investment in the roll-out of network in the New Service
Areas, amounting to approximately Rs. 4,678 million upto September 30,
2006, a full commercial launch of mobile services was achieved in the New
Service Areas between September and November 2006 in a manner which also
met the network roll-out requirements of the licenses in 2007.
One of India's leading GSM mobile service operators, IDEA Cellular is
headquartered in Mumbai and has over 21 million subscribers. IDEA has
licenses to operate in 13 circles comprising states of Mumbai, Delhi, UP,
Uttaranchal, Haryana, Rajasthan, Madhya Pradesh, Chattisgarh, Gujarat,
Maharashtra (excluding Mumbai), Goa, Andhra Pradesh, Bihar and Kerala.
IDEA's footprint covers approximately 70 per cent of the national market for

mobile telephony. Idea is targeting roll out in Mumbai and Bihar circles
shortly for which spectrum is already allotted. IDEA has also received Letter
of Intent for remaining 9 circles.
IDEA offers GPRS on all its operating networks for both postpaid and
pre-paid services, and was the first company to demonstrate and commercially
launch the next generation EDGE technology for its Delhi Circle. IDEA has
also been a pioneer in technology usage by employing satellite connectivity to
reach inaccessible rural areas in Madhya Pradesh.
A leader in value-added services, innovation is central to IDEA's VAS
products. IDEA was the first to offer 'Global SMS' in over 540 networks
across all technology platforms, and the first to offer a voice portal with 'SAY
IDEA'. IDEA has also recently launched services like Press * to copy a Dialer
tone,
IDEA TV first GSM Multi channel mobile television experience,
IDEATIMES The first MMS magazine, Voice chat, Instant Messenger and
more. IDEA has also launched its PCO service to reach a customer base.
IDEAs tariff plans have been customer friendly, catering to unique needs of
different consumer segments. 'WOMENS CARD' is meant to fulfill special
needs of women on the move, and YOUTH CARD specifically caters to the
emerging

youth

segment.

IDEA is also the only Indian GSM operator to win the GSM Association
Award in the Best Mobile Technology category for the 'Best Billing and
Customer Care Solution', both in 2006 and 2007. Truly, an IDEA can

change your life

Prepaid Recharge - UPW

MRP

Service tax

Processing
Fee

Talk Time

Validity

MOU

Description

From

To

10

79.00

86.12

56

62

97.01

30

From

To

From

To

From To

100

108

11.00

11.88

109

109

11.99

110

117

12.10

12.87

10.00

87.90

94.13

63

67

118

118

12.98

12.98

105.02

119

149

13.09

16.39

10

95.91

122.61

69

88

150

198

16.5

21.78

128.64

4.86

47.58

30

34

199

199

21.89

21.89

156

21.11

21.11

60

15

15

200

200

22

22

178

178

127

127

201

209

22.11

22.99

128.64

50.25

57.37

30

36

41

211

250

23.21

27.5

128.6

59.19

93.9

30

42

67

251

296

27.61

32.56

120

103.39

143.44

30

74

102

297

297

32.67

32.67

254.33

10

10

Super
lifelong

298

298

32.78

32.78

120

145.22

145.22

30

104

104

299

299

32.89

32.89

116.11

150

150

15

107

107

300

300

33

33

267

267

191

191

301

302

33.11

33.22

110

157.89

158.78

30

113

113

303

303

33.33

33.33

156

113.67

113.67

60

81

81

304

344

33.44

37.84

110

160.56

196.16

30

115

140

345

345

37.95

37.95

257.04

50.01

50.01

180

36

36

451

494

49.61

54.34

110

291.39

329.66

30

208

235

495

495

54.45

54.45

430.55

10

10

Lifetime

Free 265 I2I

mins

All local calls

@ 50 paise and
all std calls @
Re.1

496

600

54.56

66

110

331.44

424

30

237

303

601

665

66.11

73.15

117

417.89

474.85

45

298

339

666

666

73.26

73.26

243.37

349.37

349.37

90

250

250

667

750

73.37

82.5

117

476.63

550.5

45

340

393

996

1000

109.56

110

150

736.44

740

90

526

529

Assumptions
Traffic rates and pattern
I2I

45%

I2M

1.5

40%

I2L

1.5

5%

STD

2.75

10%

Airtime rate per min

1.4

NEED OF RESEARCH
Mobile operators have not been able to sustain or increase satisfaction
level despite eleven years of existence of mobile telephony in the
country. All the operators in a bid to acquire customers have not been
able to devote time and efforts to increase the satisfaction level. The
scenario remains the same across different circles and different cities
irrespective of operators. It is good that we are adding 6-7 million lines
but the quality of service is still a long way to go and we are back to
square one.
The mobile operators have not been able to pass the satisfaction
parameters of brand conscious urban mobile users, as there has been a
significant drop in satisfaction level .

So this Research is concerning about what are the factors that are
affecting the satisfaction level of customer, which are the companies
those are successfully providing their services, what are the strategies
they are followed so that Bharti Airtel can improve the level of their
services.

RESEARCH OBJECTIVE
The study has been conducted to fulfill following
objectives:

To determine the market share of various Mobile operators in

Bareilly.

To determine the services of Airtel and Other Operators

To determine the comparison of customer services of Airtel and

Other Operators.

To know and compare consumer preference of various value

added Services produced by GSM and CDMA players in Bareilly.

To study the purchase patterns of Airtels customers in Bareilly.

To identify the influencing factors on the consumers buying

process.

To profile the customers on the basis of their characteristics into

different clusters.

To study where Airtel is lacking in the terms of important product

attributes

To study the overall product attributes and find out their

percentage contribution to overall satisfaction of a Airtel Customer

RESEARCH
METHODOLOG
Y

Research Design

Descriptive

Sampling Method

Simple Random Sampling

Sampling Unit

Person having criteria : Age > 15 years

Sample Size

150

Sample Area

Different areas of Bareilly City

1. Questionnaire Method

Method For Collecting Data:

2.Personal Interview
3.Telephone Interview
4.Schedule Method

Graphs

1. Bar Chart
2. Pie Chart

Research Process
Research Process Consists of a number of closely related
activities. But such activities overlap continuously and do not follow a
strictly prescribed sequence.
Following are the steps of a research process:i.

Formulating the research problem

ii.

Extensive research survey

iii.

Developing the hypothesis

iv.

Preparing the research design

v.

Determining sample design

vi.

Collecting data

vii.

Execution of the project

viii.

Analysis of the data

ix.

Hypothesis Testing

x.

Interpretation

Formulating the Research Problem

Extensive Research Survey

Developing the Hypothesis

Preparing the Research Design

DeterminingSample Design

Collecting data

Execution of the project

Analysis of the data

Hypothesis Testing

Interpretation

Illustration: - Research Process

Sample Design
Once the problem of research is decided, the next area of
immediate concern is adoption of research design. The researcher decide
how the information will be collected? There are two sources of
collection
I.

Census

II.

Sample

I.Census
If the data are collected from each member of population of
interest, it is known as Census Survey.
II. Sample
If data are to be collected only from some members of
population, it is known as Sample Survey

Types And Methods of Data Collection

The task of data collection begins after a research problem
has been defined and research design chalked out. There are two types of
data collection
I. Primary Data:-

Primary data may be described as those data

that have been observed and recorded by researchers for the first
time to their knowledge.
II. Secondary Data:Secondary data are statistics not gathered for
the immediate study at hand but for some other process.
Collection of Primary Data:There are several methods of collecting primary data,
particularly in surveys and descriptive researches. Important ones
are:I.

Observation Method

II.

Interview Method
a. Personal Interview
b. Mail Interview
c. Telephone Interview
d. Panel Interview

I.

III.

Schedules

IV.

Questionnaires

V.

Other Methods

Observation Method
The observation method is most commonly used method
especially in studies relating to behavioral sciences. In a way

we all observe things around us, but this sort of observation is

not scientific observation. Observation becomes a scientific
tool and the method of data collection for the researcher, when
it serves a formulated researcher purpose, is systematically
planned and recorded and is subjected to checks and controls
on validity and reliability.
The observation method may be used to study
i. Sales Technique
ii. Customer Movement
iii. Customer responses in retail stores
iv. Sock audit in retail stores for brand bought
v. Pantry check in kitchen of the housewife for brands

bought
vi. Dust-bin check at the customers house

II.

Interview Method:The

interview

method

of

collecting

data

involves

presentation of oral verbal stimuli and reply in terms of oral

verbal responses.
Types Of Interview
Personal Interview:Personal or face to face interviewing is a core
function of marketing research; much of quality of the entire

research process rests on its effectiveness. Despite the

growth in popularity of telephone and mail surveys,
personal interviewing retains in long-held dominance across
a wide spectrum of surveys- market, social, political.
There are four type of personal interview:a) Structured Direct Interviews
b) Unstructured Direct Interviews
c) Structured Indirect Interviews
d) Unstructured Indirect Interview

Telephone Interview
The telephone interview is used when the
information to be collected is limited. The telephone
interview is used in lieu of personal interview. The
telephone interview is suitable for inquiry about
information just released or telecast by radio or
television.

Mail Interview
The Mail interview places a great deal of
importance on the construction of the questionnaire,

because there is no interviewer in mail surveys to ask

questions

and

record

answers.

The

mailing

questionnaire is accompanied with a covering letter

instructing the respondent how to complete the
questionnaire and return the questionnaire.
Panel Interview
A panel interview may be composed of either
individuals or corporate units. It is a convenient
method of obtaining information about the continuing
behavior of group or panel of respondents. The very
nature of panel interview is that the group comprising
the panel-member is interviewed on the same or
similar topics at regular intervals over a reasonable
period of time.

III. Schedules:Schedule is a device in social research, which is most frequently

used in collecting field especially where the survey method is employed.
It contains question and blank tables, which are to be filled in by the
investigators themselves after getting information from the respondents.

Collection of Secondary Data:There are following sources of secondary data:-

I.

Literature Survey

II.

Experience Survey

III.

Other Sources

Questionnaire:The Questionnaire is a list of questions to be asked

from the respondents. It also contains suitable space whrere
the answers can be recorded
Types Of Questionnaire
It is possible to classify questionnaires studies on a variety of
bases. Three such bases, which are of importance are
1. The degree to which the questionnaire is formalized or structured.
2. The disguise or lack of disguise of objective of the questionnaire.
3. The communication method used.

Using above two bases of classifications four types of studies can can be
distinguished as below
a) Structured-non-disguised or Direct
b) Structures-disguised or Indirect
c) Non structured-non-disguised
d) Non structured-disguised

a) Structured-non-Disguised Questioning
Most questionnaire studies made in marketing research are
of this type. Structured non disguised studies can be handled

through telephone , mail or personal interview. They are subject to

three limitations of the questionnaire method:i.

The respondents may be unable to furnish the

information desired

ii.

They may be unwilling to furnish it

iii.

The questioning process may tend to simulate

incorrect or misleading answers.

b) Non Structured Non Disguise Questioning

More than anything else, marketers want to know why people buy
or do not buy their products. Direct question dealing with motives rarely
elicit useful answers. As pointed out above, most people do not have a
clear idea why they make specific marketing decisions. Direct questions
do not measure the relative importance of the various types of reasons,
and may individuals will not report motives that might be considered
base or socially unacceptable.
To overcome these difficulties, researchers have developed depth
interviews and focus group interviews. Instead of approaching
respondents with a fixed list of questions, the interviewer attempts to get
respondents to talk freely about the subject of interest.

c) Non Structured Disguised questioning :Many people are either unwilling or unable to give accurate
reports as to their own attitude and motivations. Thus, even focus groups
probably give biased answers. To overcome this difficulty, clinical

psychologists have developed disguised method of gathering such data.

Disguised method are designed so that the respondents do not know what
the objective of the study is. Such disguised methods may also be nonstructured. Projective techniques are an example of this type.
The theory of projective techniques is that all individuals, in
describing a situation, interpret that situation to a degree. The description
they give is a mixture of their own attitude, beliefs and motivations.
Various projective techniques are used, but most common are
word association, sentence completion and storytelling.

d) Structured Disguised Questioning

Questioning of the structured, disguised type has the advantages of
disguise that were pointed out above primarily that respondents do not
know what is being measured and hence are not biased in their answers.
The advantages of structure lie in the reduction of interviewer and
interpreter bias in quicker and less costly interviewing and in easier
tabulation of results.
Some structured, disguised tests of attitudes are based on the
theory that individuals knowledge, perception and memory are
conditioned by their attitudes.

SAMPLING PLAN
My focus was on urban brand conscious users and the medium used is
offline (face-to-face) research. The sample base is one city i.e. Bareilly.
We did not receive any response from any other city.
In order to reach mobile phone users, we conducted a Telephony
survey in the month of July 2008 time frame. We conducted an
independent telephonic validation of 50% of the respondents to verify
their authenticity. The validation was conducted by dialing the mobile
numbers shared by the respondents in the survey. Around 98 percent of
the respondents picked up the call and there was less than 1 percent
error for almost all the seven critical questions validated during the
process.
While looking at the survey findings, two points must be kept in the
mind a) Internet today broadly represents urban India; b) around 25%
of the mobile owners also use Internet, and therefore, the samples thus
selected through online were definitely representative of the 'brand
conscious' mobile phone users.
We believe that overall satisfaction is a dependent variable and
individual attributes are independent variables, either positively or
negatively relate to overall satisfaction. We have therefore used a
multiple regression-based model to derive these contributions and
thereby derived the overall satisfaction at various level; e.g., all users,
telecom circles, and operators.
In order to analyze the overall satisfaction of the subscribers with their
current service provider, we took up five broad areas that contributes to
overall satisfaction-presales/sales, network availability, value added
services, customer care, and billing. By considering overall satisfaction
as a function of the parameters, we arrived at different weights for
these parameters. These weights were then applied on the stated scores
for satisfaction to arrive at the final scores for satisfaction.
The model works on the principle that marketing planning using the
current sales and market share figures is like living life 'one time cycle'
behind. A brand's current market share only reflects its past
performance. It only shows where the brand stands today. It gives little

clues on how fit and 'geared up' is the brand to compete in the market
of 'tomorrow'.
To be on the right marketing time cycle and know the future 'readiness'
and potential of the brand a marketer also needs to measure and track
the 'momentum' at which their brand is moving into the future.
There are a set of distinct brand 'diagnostic' measures from this model
that we are presenting in this issue that 'quantify' and tell you not only
how fit is your brand in its current performance, but also what future
direction that fitness is likely to translate into. Each 'measure' used in the
model reflects a 'milestone' in the consumer's interaction with the brand
in the buying process from recall, to consideration, to intention to buy,
to actual purchase and usage.
The Sampling plan was designed as follows:
Sampling Unit: Sampling Units are those people who are above
the age of 15 years, they are belonging to different in Income levels that
is below the Rs.50,000 Rs.50,000-1,00,000 Rs.1,00,000-2,00,000 and
more then Rs.2,00,000 these income is yearly.
Sample Size: The sample size of my data is 100. People are
belonging to the different areas of Bareilly.
COLLECTION OF DATA
The task of data collection begins after a research problem has been
defined and research design is chalked out. While deciding about the

method of data collection to be used for the study; the researchers should
keep in mind two types of data i.e. Primary and Secondary data.
The primary data are those which are collected afresh and for the first
time, and thus happen to be original in character. The secondary data on
other hand are those which have already been collected by someone else
and which have already been passed through the statistical process. The
data used for the present research is primary data. The different methods
that are used for collecting primary data are as follows:
A) Contact Method:
The 'contact method ' considering the short coming was selected to
personal interview.
B) Observation Method:
The present investigation was done on the basis of making note of
behavior and gestures of the target customers.

C) Questionnaire Method:
The method of data collection is quite popular and is being adopted by
researchers, private individuals and organization.

D) Schedule Method:
The method of data collection is very much like the collection of data
through questionnaire, with little difference which lies in the fact that
schedules are being filled in by the enumerates who are specially
appointed for the purpose, these enumerators go to the respondents
along with the schedule and put up the question. Inferences are drawn on
the answers given by them.

Graphical Representation
Graphical Presentation being more technical in character
represents the data more accurately and more usefully. It places greater
and proper emphasis on the important parts of research report. There
may be different devices of graphic presentation. It is a visual aid to
understanding tabular and expository material. It should represent a
complete picture of one central point or idea.
As compared to the diagrammatic method, it is more commonly
used. In reality, there is hardly any subject that deals with large mass of
data but do not apply the graphical method to represent them. In the
spheres of economic, commerce, sociology, and many others subjects
of humanities as well as of sciences, these are very extensively used.
The important graphic presentation may be line diagrams, bar
charts, pictographs, pie charts, cartograms and map charts.

Bar Charts:Bar charts consist of bars running either vertically or

horizontally with an individual bar for each observation. The individual
bars have separate observations and magnitudes. Bar charts have
become more popular than bar diagrams. The vertical charts are used
for classified data and chronological quantity. In the case of qualitative
and geographic data, horizontal bars are used to depict them more
precisely. They may serve the purpose of showing the rate of exchange
in continuous data. More than two series of data may be depicted by
the use of components bar charts with distinctive shading or colures.

The positive and negative quantities may also be demonstrated with bar
charts.

Pictograph:The pictograph uses tiny pictures or symbols to represent the

idea or subject. This device is used to give a more vivid picture of the
report. It is appropriate for bar type charts. It is not intended for
detailed study and precise measurement, but to give one short glimpse
of the findings.

Pie Charts:The pie chart is presented in a circle dividing the charts in

different components according to the need of the distinctive data. The
slices of the circle are also noted with the name and their percentage
shares in the total circle. The slices are divided according to the
proportion of their shares in the 360o. The proportions are, therefore,
calculated in accordance with the number of degrees of each angle of
the slice.

Maps:-

Maps are used to show the figures in the geographical areas.

Maps may be shaded in various ways. Income, population, production
and other geographical presentations may be made with the help of
maps. Distinct maps may be used to show the magnitude of data.

DATA
PRESENTATION
AND
ANALYSIS

QUESTIONARE

Age
Age Group

10-20

21-31

31-41

Percentage

5%

47%

40%

Above
8%

45

AGE GROUP

Gender
Male

Female

55.6%

44.4%

GENDER

Education
Intermediate

Graduate

P graduate

others

16%

29%

33%

22%

Occupation
Occupation

Percentage

Student

15.5%

Doctor

17.1%

Engineer

18.5%

Lawyer

14.9%

Teacher

14.6%

Others

19.4%

OCCUPATION

Q1. Do you have any mobile?

Yes

No

97%

3%

MOBILE USERS

Q.2 Which Mobile service do you use?

Gsm
76%

Cdma
24%

TYPE OF MOBILE
SERVICE

Q.3 which operation/service you prefer in GSM?

BSNL
17%

VODAFONE
13%

AIRTEL
39%

IDEA
31%

SERVICE OPERATOR

Q.4 Are you interested in internet facility provided by

mobile operators?

YES
33%

NO
67%

FACILITY SATISFACTION

Q.6 DO you use the life time facility?

YES
71%

NO
29%

LIFETIME FACILITY

Q.5 For that which company you choose?

AIRTEL
28%

34%

IDEA
45%

RELIANCE
23%

VODAFONE
4%

COMPANY USED BY CUTOMER

FOR LIFETIMEINCOMING

Q.7 Do you have more than one Mobile?

YES

NO

49%

51%

MORE THAN ONE MOBILE

Q.8 By which you make call?

AIRTEL
5%

BSNL
42%

RELIANCE
23%

VODAFONE TATA
18%
12%

OUTGOING FACILITY

Q.9 Are you satisfied with tariff rate of recharge voucher

of your mobile phone service?

YES
32%

NO
68%

TARIFF SATISFACTION

Q.11. Are You Satisfied with the customer care service

provide by your mobile operator?
Yes

46%

No

54%

SATISFACTION WITH CUSTOMER CARE

Q.12 Which of these Services You Use Frequently?

a) SMS Facility

91.8%

b) Roaming

63.1%

c) Ring tone/Caller tune Download

58.4%

d) Text SMS Chatting

53.1%

e) GPRS/Internet

48.2%

f) Cricket Scores

38.6%

g) Voice Mail

37.2%

h) Entertainment Jokes, Horoscopes, Fun Games

33.2%

etc.
i)
MMS

32.8%

j) Mobile Banking

28.6%

k) Contests/Promotions

24.6%

l) Ticket Booking Air/Railways

18.9

How Satisfied are customers with their mobile services:AIRTEL

BSNL

IDEA

VODAFONE RELIANCE TATA INDICOM

2007

93.3%

87.7%

91.5%

93.8%

89.7%

80.2%

2008

90.2%

87.0%

88.3%

89.3%

87.6%

90.3%

SATISFACTION WITH OPERATORS

WEIGHTAGES:PRE SALES/SALES: 17%, NETWORK: 20%, VALUE ADDED SERVICES 11% ,

CUSTOMER CARE 14%, BILLING 38%

Both AirTel and TaTa Indicom have similar satisfaction level but
overall topper is Bharti AirTel

Salience And Perception: Operators

Bharti Airtels Advertisement is creating more appeal in the mind of

customers so it is most demanded brand in market.

OPERATOR POVIDES MOST COST EFFECTIVE

TARIFF PLANS
Operators

Airtel

Percentage 27.3%

BSNL

Idea

Vodafone

Reliance

Tata Indicom

14.7%

13.1%

16.5%

13.3%

15.1%

POVIDE MOST COST EFFECTIVE TARIFF PLANS

OPERATOR POVIDES THE WIDEST CHOICE OF

BASIC MOBILE SERVICES

Operators

Airtel

Percentage 31.5%

BSNL

Idea

Vodafone

Reliance

Tata Indicom

13.7%

17.3%

25.5%

6.7%

5.3%

POVIDES THE WIDEST CHOICE OF BASIC

MOBILE SERVICES

OPERATOR POVIDES THE BEST CONNECTIVITY

AND COVERAGE
Operators

Airtel

Percentage 35.0%

BSNL

Idea

Vodafone

Reliance

Tata Indicom

9.5%

19.5%

18.6%

10.6%

6.8%

POVIDES THE BEST CONNECTIVITY AND

COVERAGE

OPERATOR POVIDES MOST RELEVANT & USER

FRIENDLEY VALUE ADDED SERVICES
Operators

Airtel

Percentage 27.3%

BSNL

Idea

Vodafone

Reliance

Tata Indicom

14.7%

13.1%

16.5%

13.3%

15.1%

POVIDES MOST RELEVANT & USER FRIENDLEY

VALUE ADDED SERVICES

OPERATOR HAS THE MOST FUTURE READY

TECHNOLOGY & INFRASTRUCTURE
Operators

Airtel

Percentage 48.0%

BSNL

Idea

Vodafone

Reliance

Tata Indicom

9.5%

10.5%

9.5%

15.6%

6.9%

HAS THE MOST FUTURE READY TECHNOLOGY

& INFRASTRUCTURE

OPERATORS SHARE IN URBAN AREA

Operators

Airtel

Percentage 27.3%

BSNL

Idea

Vodafone

Reliance

Tata Indicom

14.7%

13.1%

16.5%

13.3%

15.1%

OPERATORS SHARE IN URBAN INDIA

AVERAGE TIME TO SPEAK TO CUSTOMER

REPRESENTATIVE

Operators
Time
(Minutes)

Airtel

BSNL

Idea

Vodafone

Reliance

Tata Indicom

4.31

6.48

5.47

5.69

8.47

5.45

(Numbers in Minutes)

Connectivity Vs Price.
Here this map maps the different telecom service providers on two
parameters namely Connectivity and Price. And this map proves that
there is a direct relation between connectivity and prices. Airtel is falls
in a category which provides very high connectivity but also at a very
high cost. Hutch provides high connectivity at high cost and Idea falls
in a category that provides moderate connectivity at a moderate cost.
And Reliance also follows the same pattern. So it says that the people
who are connectivity conscious and cost is not a problem for them they
go for Airtel or Hutch and people who are cost conscious go for
Reliance or Idea.

Higher Connectivity (4.3)

Airtel

Vodafone
Lower Price (3.3)

Higher
Price (3.7)
Idea

Reliance
Lower Connectivity (3.3)

Brand Vs Price

Here this map maps on parameters of Brand name and Price. And this
map proves that there is a direct relationship between Brand name and
price. It is well explained in the map given below. Airtel is considered
to be a bigger brand and it charges high prices. Hutch is also
considered a big brand but smaller than Airtel and hence it charges

lower than Airtel. Idea falls in a moderate category in terms of brand

name and price.

Bigger Brand (3.9)

Airtel
Vodafone

Lower Price (3.3)

Higher Price (3.7)

Idea
Reliance

Smaller Brand (2.9)

Customer Care Vs Price

This map maps between the Customer Care Service and Price by the
different telecom service providers. Here Airtel stands at a place where
it provides good customer care service and charges premium price.
Hutch provides slightly lower customer care service than Airtel and
charges lower prices than Airtel. And same is the case with others also.
Idea charges lower than Hutch and hence its customers service is not
better than Hutch. Reliance lies at the lowest place, low charges and
poor customer service. So there is a direct relationship between Price
charged and quality of customer care service.

Good Customer Care Service (3.6)

(Airtel)

(Vodafone)
(Idea)

Lower Price (3.3)

Higher Price (3.7)

(Reliance)
Poor Customer Care Service (3.2)

Brand Name Vs New Scheme

Perception Map 4 maps between Brand Name and Good New Scheme.
Idea cellular lies at a place where it gives new good scheme but is not
considered a good brand name. Airtel is a good brand name but it gives
a very normal new scheme. Hutch lies at a place where it gives
moderately good scheme and is considered a good brand. And Reliance
lies low at giving new good scheme as well as brand name is not good.
So the customers, who look for a new good scheme and brand name
does not matter, can go for Idea.

Bigger Brand (3.9)

Airtel

Vodafone

Normal New Scheme (3.1)

Good New Scheme (3.7)

Idea
Reliance
Smaller Brand (2.9)

FINDINGS
On the basis of research there are following findings may be
exploited:

Now it is time of vast competition of telecommunication industry.

No one is perfect now a days.

AIRTEL is more bigger player in this industry and obliviously in

the Bareilly region after that BSNL is there and now a days IDEA
is also in growth of telecommunication

Most of people are having more than two cells for themselves

People are not satisfied with the billing system of postpaid

mobiles and they are excited with the tariff plans and messages
cards for SMSs

Some people are using CDMA sets for roaming facility.

Many people use internet through mobile. People

Bluetooth device for more ease

Incoming facility is good and customers take facility of this.

Customers are more interested towards Value Added Services.

Customers are using GSM technology for GPRS/Internet

Most of the Customers have more than one connection and one
connection with Life Time validity for only incoming purpose.

Mobile Operators does not have a perfect Customer Care System.

Customers have to wait for a long period to contact with customer

care Representatives.

are using

Customers have a big problem of Over Billing.

Youths are more interested

The charges of Value Added Services are very high so customers

are not using these services at expected level.

Maximum users are male, the number of female users is growing

up.

Most of the operators have been properly established in metro

cities.

Most of the operators do not have their coverage in urban area of

India.

There is very less impact of education on the use of mobile

services.

The profession of person also has very less impact on mobile

usage.

Most of the persons are using mobile services.

Presently there are fewer customers who want internet services on

mobile, but still this number is growing on.

Most of the consumers are not satisfied with the tariffs provided
by their mobile operators.

But now the operators are more concentrated towards urban area.

Customers prefer GSM in comparison of CDMA.

Customers have no more interest in postpaid connection they

prefer prepaid connection.

In the overall satisfaction, Tata Indicom and Bharti Airtel are just
marginally above TRAI benchmark of 90 percent.

Regional and incumbent operators have seen a significant drop in

satisfaction levels.

Maximum improvement is seen in Tata Indicom whereas

maximum deterioration is seen in BSNL.

In metro Circle, AirTel is the clear leader and is the only operator
to cross the TRAI benchmark and all the other operators are well
below the cut-off.

BSNL stands at number two whereas Reliance and Idea are at the
lowest levels.

The Survey shows that there has been a large-scale drop in

satisfaction of the subscribers with respect to most service
providers.

Businessmen are more interested towards Postpaid Connection in

comparison of other professions.

Solutions of the problems take more than 24 Hrs.

Excepting Airtel other operators have the problem of Busy

Network

There is need of technical updating for a require standard of

service for all operators.

Bharti Airtel is an Innovative company in telecommunication

Industry

Customers are not more aware about the new schemes and tariffs
of companies.

SUGGESTION

Suggestions are valuable which play a vital role in any area of

Business. They not only help to develop the product but also enable it
to stay in Tune with the changing tastes and preferences of customers.

There should be proper management of telecommunication

devices which will be more compliable for customer loading case
of Airtel

There must be local Service Point.

The Complaints must be attained with the period of 24 hours in

Airtel specifically.

Airtel services should to give more emphasis on internet and voice

quality and other facility also.

The employee should make better relation with customer.

The company should conduct seminar and awareness program of

telecommunication services.

Emphasis on better advertising by services.

Take feedback with customer time to time for improving their

services.

Improving there services and makes better relation with customer.

Communicate with customer for knowing the problem of customer

in respect with services.

Improve services by the customer care.

There must be more technical support to customers.

The company must focus on Low Usage Sites

There must be a proper management to distribute new connections

and tariffs

The company must have take action regarding to unwanted or

promotional SMS which disturb the customer.

All operators have been established in metro cities so it is the time

to focus on urban area.

There must be some concession in the roaming charges so that

customer can also use services in roaming.

They must have to start benefit on incoming like new growing

company Virgin.

Number of towers must be increased to avoid the network

problems and to increase the service area.

There must be individual focus on every distributor and retailer by

doing it company can get a strong market

Value added services should be designed in such a way that they

facilitate the customer, not disturb him.

Bill must be more descriptive so that customer can understand his

usage pattern.

The bill must be accurate so there must be some regular

maintenance of the system.

There must be some forum provided by operators where customer

can get a quicker solution of his problems.

The number of outlets must be increased so that customer can get

all the services and facilities easily.

There must be some strictly defined rules for the identification of

the customer so that it will relief the customer, otherwise it can
lead to disconnection of services.

CONCLUSION

The conclusion of my research report is that none is best one in

telecommunication services.

Idea is growing vastly time to time

It is found in the research the tata indicoms is not as good due to

voice unclearity.

Generally BSNL customer faces more discomfort with network, it

is due to overloading of customer base and relatively lack of
machines and management.

At this time Airtel is good and it may be said that its leader of this
time.

Some new services are now coming as virgin.

Reliance is also good in the area and launching new schemes also.

LIMITAION
(1) PAUSILTY OF TIME
The busy schedule of the contact person is each of the Divisions of the
company failed to provide enough time to me to discussion.

(2) CONFIDENTIALITY

The company withheld a loot of information which they termed as

confidential, as a result of which secondly data had to be reviled upon.

(3) TIME CONSUMING

The exhaustive nature of the project comprising of 3 divisions of the

company took plenty amount of time in analysing and prosecuting the
report.

(4) PROBLEMS IN COLLECTING DATA

Since the feedback of the customers was done through

Questionnaire major limitation was unavailability of customers
thus leading to highly low success rate.

Most of the customers were so furious that they refused to part

with any information.

Employees of company were so furious that they dont interested

in giving any information about broadband.

BIBLIOGRAPHY
Data from Bharti Airtel (Bareilly Branch)
Data from Idea Cellular (Bareilly Branch)
Data from Vodafone (Bareilly Branch)
Data from BSNL (Choupula Exchange, Bareilly)
Web Sites
o www.ideacellular .com
o www.airtel.com
o www.relianceinfo.com
Research Metholodgy C.R.Kothari

 Business India
Business Today

ANNEXURE

QUESTIONNAIRE

NAME- .
AGE-..
GENDER-..
OCCUPATION. - ..
EDUCATION-..
CONTACT NO.-..

Q1. Do you have any mobile?

a)

YES

B)

NO

Q.2 Which Mobile service do you use?

A)

CDMA

b)

GSM

Q3. Which operation/service you prefer in GSM?

a)

BSNL

B)

IDEA

C)

AIRTEL

D)

VODAFONE

Q4. Are you satisfied with the billing system of your company?

A)

YES

B)

NO

Q5 Are you interested in internet facility provided by mobile operators?

A)

YES

B)

NO

Q6. For that which company you choose?

A)

AIRTEL

B)

BSNL

C)

IDEA

D)

VODAFONE

Q.7. DO you use the life time or great incoming facility?

A)

YES

B)

NO

Q.8 Do you have more than one Mobile?

A)

YES

B)

NO

Q.9 By which you make call?

A)

AIRTEL

B)

BSNL

C)

RELIANCE

D)

IDEA

E)

TATA

Q.10 Are you satisfied with tariff rate of recharge voucher of your
mobile phone service?
A)

YES

B)

NO

Q.11. Are You Satisfied with the customer care service provide by your
mobile operator?
A)

YES

B)

NO

Q.12 Which of these Services You Use Frequently?

a) SMS Facility

b) Roaming

c) Ring tone/Caller tune

Download
d) Text SMS Chatting
g) Voice Mail

e) GPRS/Internet f) Cricket Scores

h) Entertainment Jokes, Horoscopes, Fun Games

etc.
i) MMS

j) Mobile Banking

k) Contests/Promotions

l) Ticket Booking Air/Raileays

Q.13 Any suggestion for your mobile company

.................................................................................................................
................................................................................................................................................

Online edition of India's National Newspaper

Tuesday, Apr 27, 2008

Airtel tops in customer satisfaction: TRAI

COIMBATORE: The services of Airtel (Tamil Nadu circle-excepting

Chennai) has been rated highest among the private cellular operators
for the quality of service and customer satisfaction for the period
October-December 2003. The rating has come from the most
comprehensive survey by TRAI and IMRB, a release from P.
Swaminathan, CEO and Director Mobility-Southern Region, Bharti
Cellular, said. The survey took into account the factors such as fault
clearance within 24 hours, call drop rate, percentage of connections
with good voice quality and billing complaints. Airtel had scored the
highest in both the objective as well as the subjective quality of service
assessment making Airtel, a benchmark in the private cellular service
industry in the rest of Tamil Nadu, the release claimed.

Bharti Airtel Passes 75 Million Customer Landmark

India's Bharti Airtel has announced that its customer base had
crossed the 75 million customers mark making it the largest
integrated telecom company in India. The subscriber figure
includes customers from all business units of the company mobile
services, telemedia services and enterprise services.
With 72.07 million mobile customers as of end of July 2008, Bharti
Airtel further cemented in position as the 4th largest in-country
mobile operator in the world.
Commenting on this landmark for the company Mr. Manoj Kohli,
CEO and Jt. MD, Bharti Airtel said, We are happy to have
achieved this milestone of being the largest integrated telco in the
country, in customer terms. For us, the benchmark of real
leadership is customer delight and would like to thank all our
customers for placing their faith in us.
For Bharti Airtel, it has been a journey of constant innovations
and ensuring customer satisfaction through world-class services.
Going forward, it will be our endeavour to reinforce the journey
towards becoming the most admired brand in India by 2010, loved
by more customers, targeted by top talent and benchmarked by
more businesses. he added.
The company had crossed the 60 million customer mark in
February 2008 and the 50 million customers mark in October 2007
making it one of the fastest growing telcos in the world.