A STUDY OF CUSTOMER SATISFACTION ONWARDS AIRTEL

A Project submitted in partial fulfillment for the award of the Degree of

DEPARTMENT OF COMMERCE COMPUTER APPLICATION

Submitted by
NAGARAJ T
15UCC546
Under the Guidance of
PROF. J. RAJEES, M. Com, M. Phil., NET,
ASSISTANT PROFESSOR DEPARTMENT OF COMMERCE WITH COMPUTER
APPLICATION

PG DEPARTMENT OF COMMERCE COMPUTER APPLICATION

ST. JOSEPH’S COLLEGE (AUTONOMOUS)
Special heritage Status Awarded by UGC
Nationally Re-Accredited with ‘A’ (3rd cycle) Grade
College with potential for excellence by UGC
DBT-STAR & DST-STAR Sponsored College
Tiruchirappalli- 620002
March 2018
PROF. J. RAJEES, M.Com, M.Phil., PhD.,
PG DEPARTMENT OF COMMERCE COMPUTER APPLICATION
ST. JOSEPH’S COLLEGE (AUTONOMOUS).
TIRUCHIRRAPPALLI – 620002
CERTIFICATE
This is to certify that the project work entitled “A STUDY OF CUSTOMER
SATISFACTION ONWARDS AIRTEL” is a bonafide record work done by

T. NAGARAJ (15UCC546) during the year 2015-2018 submitted by ST. JOSEPH’S

COLLEGE (AUTONOMOUS) TIRUCHIRAPPALLI. A project report submitted in partial
fulfilment of the requirements for the award of the degree of BACHELOR OF COMMERCE
COMPUTER APPLICATION under my guidance and supervision.

The project work represents entirely an independent and original work on part of the
candidate and this work has not previously formed for the basic for the award of the degree,
diploma or other title.

HEAD OF THE DEPARTMENT RESEARCH GUIDE

EXTERNAL EXAMINAR
 ACKNOWLEDGEMENT

First and for most I thing THE ALMIGHTY for showering his blessing constandly
throughout my life

I express my sincere gratitude to Rev. Dr. ANDREW SJ (Principle) Joseph’s college

(Autonomous), Tiruchirappalli, for having given me the opportunity for being a student of
this institution.

I am extremely thankful and would like to express my respect and thankfulness to Prof.
K. A. Jayakumar, Deputy Principal, St Joseph’s college (autonomous), Tiruchirappalli, for
having given me the opportunity of being a student of this institution.

I am extremely thankful and would like to express my respect and thankfulness to Dr.
D.JOHN PRABHAKARAN, department of commerce computer Application for having
given me the opportunity to do this project.

I Would like to convey my sincere and special thanks to my guide. Prof. J. RAJEES,
M.Com, M. Phil., NET. St. Joseph’s College (Autonomous) Tiruchirappalli. Him guidance
was source of inspiration and direction at all levels. Head of the department, department of
Commerce Computer Application, St Joseph’s college (Autonomous), Tiruchirappalli, for his
indefatigable and exorbitant efforts which took me long way in the successful completion of
the project.
I express my thanks to all the respondents, friends for their support and co-operation
for collecting the secondary data.

(T. NAGARAJ)
SIGNATURE OF THE CANDIDATE
 DECLARATION

I hear by declare that this project work report on “A STUDY OF CUSTOMER

SATISFACTION TOWARDS AIRTEL” is a record of bonafide report carried out by me
in partial fulfilment of the requirements of BACHELOR OF COMMERCE COMPUTER
APPLICATION degree program in ST. Joseph’s College (Autonomous), Tiruchirappalli –
620002 for the academic year 2015 – 2018

This project not previously formatted the basis for the award of any other degree or
any other title.

DATE:

PLACE:

(T. NAGARAJ)
SIGNATURE OF STUDENT
 INDEX

CHAPTER TITLE PAGE.NO

I INTRODUCTION

II REVIEW OF LITERATURE

III PROFILE OF THE COMPANY

IV ANALYSIS AND INTERPRETATION

V FINDING, SUGGESTIONS&
CONCLUSION

BIBLIOGRAPHY

QUESTIONNAIRE
 LIST OF TABLES

S.NO TABLES PAGE NO

4.1 TABLE SHOWING GENDER WISE

CLASSIFICATION

4.2 TABLE SHOWING AGE WISE

CLASSIFICATION

4.3 TABLE SHOWING THE OPINION ON

SIGNALING

4.4 TABLE SHOWING THE OPINION ON

CUSTOMER CARE SERVICES

4.5 TABLE SHOWING THE OPINION ON

CUSTOMER CARE EMPLOYEE’S
RESPONCES

4.6 TABLE SHOWING CUSTOMERS USE

INTERNET SERVICES

4.7 TABLE SHOWING OPINION ON

INTERNET SERVICES

4.8 TABLE SHOWING NO OF TIMES

CUSTOMERS LOG INTO INTERNET
4.9 TABLE SHOWING RATING FOR
INTERNET SPEED

4.10 TABLE SHOWING MAXIMUM

RECHARGE PER MONTH

4.11 TABLE SHOING WETHER OFFERS ARE

USED BY CUSTOMERS

4.12 TABLE SHOWING OFFERS USED BY

CUSTOMERS

4.13 TABLE SHOWING OPINION ON OFFERS

USED BY CUSTOMERS

4.14 TABLE SHOWING UP TO DATE WITH

CURRENT OFFERS

4.15 TABLE SHOWING WHETHER THEY

USED OTHER NETWORK CONNECTION
OTHER THAN AIRTEL

4.16 TABLE SHOWING OPINION ON AIRTEL

TO OTHERS CONNECTION
 LIST OF CHARTS

S.NO CHAT PAGE NO

4.1 CHART SHOWING THE GENDER WISE

CLASSIFICATION

4.2 CHART SHOWING THE AGE WISE

CLASSIFICATION

4.3 CHART SHOWING THE OPINION ON

SIGNALING AT THEIR AREA

4.4 CHART SHOWING THE OPINION ON

CUSTOMER CARE SERVICES

4.5 CHART SHOWING THE OPINION ON

CUSTOMER CARE EMPLOYEE’S
RESPONSE TO CUSTOMERS QUESTION

4.6 CHART SHOWING WHETHER

CUSTOMERS USE INERNET SERVICES

4.7 CHART SHOWING OPINION ON

INTERNET SERVICES

4.8 CHART SHOWING NO OF TIMES

CUSTOMERS LOG INTO INTERNET
4.9 CHART SHOWING RATING FOR
INTERNET SPEED

4.10 CHART SHOWING MAXIMUM RECHARGE

PER MONTH

4.11 CHART SHOWING WHETHER OFFERS

ARE SUIT BY CUSTOMERS

4.12 CHART SHOWING OFFERS USED BY

CUSTOMERS

4.13 CHART SHOWING OPINION ON OFFERS

USED BY CUSTOMERS

4.14 CHART SHOWING UP TO DATE WITH

CURRENT OFFERS

4.15 CHART SHOWING WHETHER THEY USED

OTHER NETWORK CONNCTION OTHER
THAN AIRTEL

4.16 CHART SHOWING OPINION ON AIRTEL

COMPARE TO OTHER CONNCTION
 CHAPTER 1
INTRODUCTION
 CHAPTER I
INTRODUCTION

Indian mobile telephony market is increasing day by day there is more to happen with
technological up graduation occurring nearly every day and the ever-increasing demand for
easier and faster connectivity, the mobile telephony market is expected to race ahead.

India has a fat-growing mobile services market mobile services market with excelle nt
potential for the future. With almost five million subscribers amassed in less than two years of
operation, India’s growth temp has far exceeded that on numerous other markets, such as china
and Thailand, which have taken more than five years to reach the figures India currently holds.

The number of mobile phone subscribers in the country would exceed 50 million by
2005 and cross 300 million by 2015, according to Cellular Operators Association of India
(COIA).
According to recent strategic research by frost & Sullivan. Indian cellular services
market, such growth rates can be greatly attributed to the drastically falling price of mobile
handsets, with the playing a fundamental role in Indian subscribers requirement.

Subscribers in certain regions can acquire the handset at almost no cost, thanks to the
mass-market stage these technologies have reached internationally. The Indian consumer can
buy a handset for $150 or less. This should lead to increased subscribership. This should lead
to so is the competition between the mobile service providers.

With the presence of a number of mobile telephony services providers including market
leaders like Airtel, Reliance, Idea cellular, Tata Indicom, Spice communication etc, who are
providing either of the two network technologies such as global system for mobile
communication (GSM) and Code Division Multiple access (CDMA), in cellular service there
Are two main completing network technologies: Global System for Mobile Communica tio n
(GSM) and Code Division Multiple Access (CDMA). Understanding the difference between
GSM and CDMA will allow the user to choose the preferavle network technology for his needs.
Global System for Mobile Communication (GSM) is a new digital technology developed by
the European community to create a common mobile standard around the world. It helps you
achieve higher sale capacity and better speech quality and one can enjoy crystal reception on
one’s mobile phone. It automatically solves the problems of eavesdropping on one’s calls.

Code Division Multiple Access (CDMA) describes a communication channel access

principle that spread that spectrum technology and a special coding scheme (where each
transmitter is assigned a code). It is a spread spectrum signaling, since the modulated coded
signal has a much highest bandwidth than the data being communicated.

CDMA is the current name of mobile technology and is characterized by high capacity
and small radius. It has been used in many communicatio n and navigation systems, includ ing
the Global Positioning System and the omnitrack satellite system for transportation logistics.

SCOPE OF STUDY
The scope of the project report is to study the level of satisfaction of the customers with
Airtel GSM. Every company wants the feedback of their customers about the product, price,
service and promotional activities in order to now the customer attitude towards its products.
This study confirms that the Bharti Airtel PVT Ltd has satisfied its customers with Airtel GSM
Service.

OBJECTIVE
The main purpose and objective for the study is

 To now the signal level covered in their area

 To identify the problems of customers in getting the signal to their mobiles

 To recommend measures of improving the product

METHODOLOGY
Methodology is a way to systematically solve the research the problem. It may be
Understand a science of studying how research is done scientifically. Research methodology
is a step by step of a problem. Physical activities involved in the study are,
 Developing the questionnaire regarding the customer satisfaction of the product.

 Optimum respondents as a sample size are chosen for the activity resemble the
entire population.

 Get the questionnaire filled by the customers in the place through interview or
personal interaction.

In this research questionnaire is framed in such a way management wants to know how
the customers are taking things that they had done to them and so find out the expectation of
the customers thus it will impact in policy making of the firm in the current fiscal year.

The questionnaire designed had closed question to find the respondents actual feeling
as well as their opinion rating about the satisfaction regarding the product.

The methodology followed for conduction the study includes the specification of
research design, sample design, questionnaire design, data collection and statistical tolls used
for analyzing the collected data.

RESEARCH DESIGN
The research design is the conceptual structure within which research is conducted. It
constitutes the blueprint for the collection, measurement and analysis of data.

DESCRIPTIVE RESEARCH
The study is descriptive in nature where the data is collected through well-structured
questionnaire and form the information taken from the customers.

SAMPLING DESIGN/TECHNIQUES

Sampling is the process of selecting a sufficient number of elements form the

population, so that of the sample and an understanding of its properties or characteristics would
make it possible for us to generalize such properties or characteristics would make it possible
for us to generalize such properties or characteristics to the population elements.
Sampling design is to clearly define set of objects, technically called the universe to be
studied. The sampling design used in this study is probability sampling. Sampling technique
used is sample random sampling.

POPULATION
Population for this research is set as customers who are using AIRTEL.

SAMPLE SIZE
The research was conducted in Tiruchirappalli town with 50 respondents.

DATA COLLECTION METHODS

The researcher has collected both of the above data. The data collection constitutes
two types there are,

 Primary data

 Secondary data

PRIMARY DATA

Primary data are collected through observation, direct communication with respondent,
and finally by distributing questionnaire to the employees using random sampling technique,
employees are selected to fill the questionnaire.

SECONDARY DATA
Secondary data are collected from the official record to obtain information’s regarding
the rate of absenteeism and the various reasons for absenteeism.

STATISTICAL TOOLS USED

The main statistical tools used for the collection and analysis of data following sources
in this project are,
  Percentage
 Chart

LIMITATION

 The study is only to AIRTEL, No of respondents. The view of their areas is no

taken
 50 respondents answer was collected
 Respondents concentrated where the customer of AIRTEL only.
 Since the researcher selected 50 sample it is not sufficient to cover opinion of
entire population
 Time duration in conduction the researcher is very low
 CHAPTER II
REVIEW OF LITERATURE
 CHAPTER II
REVIEW OF LITERATURE

INTRODUCTION

The growth in demand for telecom services in India is not limited to basic telephone
services. India has witnessed rapid growth in cellular, radio paging, Value Added Services,
Internet and global communication by satel item (GMPCS) services. The agents of change, as
observed from international perspective, have been broadly categorized into economic
structure, completion policy and technology. Economic reforms and liberalization have driven
telecom sector through several transmission channels of which these three categories are major
significance.

The effective research cannot be accomplished without critically studying what already
exists in the form of general literature and specific studies. Therefore, it is considered as a
important pre-requisite for actual planning and execution of project. This helps to formula te
hypotheses and framework for future investigation. In this research, the surway of literature
has been marketing strategies.

MARKETING

MEANING

Marketing is communicating the value of product, service or brand to customers, for

the purpose of promoting or selling that product, service or brand.

Marketing techniques include choosing target markets through market analysis and
market segmentation. As well as understanding consumer behavior and advertising a product’s
value to the customer.

DEFINITION

According to Philip Kotler, “the marketing is defined as a social and managerial process
by which individuals and groups obtain what they need and want through creating. Offering
and exchanging products of value with offers” is known as marketing.

IMPORTING OF MARKETING
IT INCREASE SALES

Marketing is a main purpose in most businesses is to generate more sales. You need to
advertise and promote help people know about your products. If no one knows about your
products, no one will buy them. That’s the reason business owners invest in marketing
strategies to increate product awareness. If a company want to increase the sales percentage
and increase production, the marketing department must be able to deliver effective marketing
strategies.

IT MAINTAIN REPUTATION

The success of any business is independent on its reputation. In order to have good
reputation marketing plays an important role by building a brand’s name in the market. It takes
years to build up a good reputation and then you must Marketing to maintain that reputation.
Many big companies spend thousands of dollars in marketing just to maintain their reputation.
Marketing educates people on the market trends, helps boost sales and profit, and develop
company’s reputation.

IT HELPS KEEP YOU COMPETITIVE IN THE MARKET

By marketing you become able to complete with other business like yours and this is
the idea of healthy competition. Without competition, big and recognized companies would
continue to sell while small or new companies would stand little change if ever becoming
successful. Marketing helps small companies to grow and complete. Let all your customers
know that your company is reliable and trustworthy through a strong marketing message.
STUDY RELATED TO SURWAY PROFECTS ON TELECOM
SERVICES

Wilska (2003) according to survey of finish young people aged in 16 – 20, it was found
that mobile phones choice and especially usage is consistent with respondent’s general
consumption styles. The researcher showed that addictive use was common among females
and was related to trendy and impulsive consumption styles. Instead, males were found to have
more technology enthusiasm and trend-consciousness. These attributes were then linked to
impulsive consumption. This study concluded that genders are becoming more like in telecom
service choice. Because individual differences in consumption patterns are obviously
identifiable

Kalaivani (2006)
In their study analyzed that majority of the respondents have given favorable opinion
towards the services but some problems exist that deserve the attention of this service
providers. They need to bridge the gap between the services promised and services offered.
The overall customer’s attitude towards cell phone services is that they are satisfied with the
existing services but still they want more services to be provided.

Kalpana and Chinnadurai (2006)

In their study titled promotional strategies of cellular services.

A customer perceptive analyzed that the increasing competition and changing taste and
preferences of the customers all over the world are forcing companies to change their targeting
strategies. The study revealed the customer’s attitude and their satisfaction towards the cellular
services in Madurai city.

Amar & Kaushik (2007)

It is conducted a study on customer’s perception towards mobile services providers. An
analytical study aims to reduce the factors that customer perceive to be most important while
utilizing the services of a mobile services provider.
Eswar & Jagadeesh (2007)
The is study of impact of price on mobile subscription and revenue

Access price or fixed monthly fee for mobile services is the major factor that governs
the percentage of people subscribing to the services. Empirical analysis shows strong
correlation between access price and penetration for developing and developed countries. They
demonstrate a tradeoff between price of access and per minute call and show how subscriptio n
To the operator can be increased.

Aksai (2008)
In their study titled managing the customer perceived service quality for cellular mobile
telephone an empirical investigation analyzed that there is relative importance of service
quality attributes and showed that responsiveness is the most importance dimension followed
by reliability, customer perceived network quality, assurance, convenience, empathy and
tangibles. This would enable resulted in the development of a reliable and valid instrument for
assessing customer perceived service quality for the cellular services.

Rick (2008)
In his study found that companies with sound customer strategies can use that ultima te
loyalty program as a differentiator in at 95 increasingly muddled market, customer loyalty
efforts can play a major part in the attraction of new customer’s and the retention of current
ones. As consumer’s choices expand, the important for the success of the company

Shirshendu Ganguli (2008)

It is conducted a study on drivers of customer satisfaction in Indian cellular services
market in which he discussed the impacts of service quality and features on customer
satisfaction from the cellular user’s viewpoint.

Prakash (2009)
It is conducted a study on consumer awareness of vas of telecom sector of India. He
analyzing the contribution of the mobile phone services not only at the national or state level,
but also its involvement in an individual life. She found out that less number of users are aware
of all the VAS provided by the service providers and thus the companies focus on the awareness
campaign.
JD Power (2009)
It is conducted a study on customers increasingly want telecom services and products
to be bundled based on responses collected from 11, 911 customers nationwide and examined
the overall customer satisfaction on six factors – customer service, reliability, billing, image,
cost of service, offers & promotions.
 CHAPTER III
PROFILE OF THE COMPANY
 CHAPTER III
PROFILE OF THE COMPANY

COMPANY PROFILE
Telecom giant Bharti Airtel is the flagship company of Bharti enterprises. The
businesses of Bharti Airtel have been structured into two individual strategic business units
(SBU’s)
1. Mobile services
2. Broadband and Telephone services (B&T)

The mobile services group provides GSM mobile services across Indian in 20 telecom
circles, while B&T business group provides broadband & telephone services in 94 cities. The
enterprise services group has two sub-units-carriers (long distance services) and services top
corporate. All these services are provided under the Airtel brand.

Airtel comes to you from Bharti Tele-Ventures Limited a part o the biggest private
integrated telecom conglomerate, Bharti Enterprises.

A consortium of giants in the telecommunication business. In its six years of pursuit if

greater customer satisfaction, Airtel has redefined the business through marketing innovatio ns,
continuous technological up graduation of the network, introduction of new generation value
added services and it’s the highest standard of customer care.

Bharti is the leading cellular service provider, with an all India footprint covering all
23 telecom circles of the country. It has over 25 million satisfied customers.

Cellular telephony was introduced in India during the early 1990s. at that time, there
were only two major private players, Bharti (Airtel) and Essar (Essar) and both companies
offered only Post – paid services. Initially, the cellular services market registered limited
growth.

Moreover, these services were mostly restricted to the metros, other factors such as lack
of awareness among people, lack of infrastructure facilities low standard of living and
government regulation were also responsible for the slow growth of cellular phone services in
India.

Although the cellular services market in Inia grew during the late 1990s (as the number
of players increased and tariffs and handset prices came down significantly) the growth was
rather marginal. This was because the cellular service providers offered only post-paid cellular
services, which were still perceived to be very costly as compared to landline communicatio n.
Following this realization, the major cellular providers in India, launched pre-paid cellular
services in the late 1990s. the main purpose services was to target customers form all sections
of society (unlike post-paid services, which were targeted only at the premium agent)

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 work mark.

BOARD OF DIRECTORS
The board of directors of the company has an optimum mix of executive and non-
executive directors, which consists of two executive and thirteen non-executive directors.

The Chairman and Managing Director. Mr. Sunil Bharti Mittal, is and Executive
Director and the number of Independent Directors on the Board is 50% of the total board
strength. The independence of a director is determined on the basis that such director does not
have any material pecuniary relationship with the company, its promoters or its manageme nt,
which may affect the independence of the judgement of a Director.

The board members possess requisite skills, experience and expertise required to take
decisions, which are in the best interest of the company.
BHARTI’S VISION

By 2011 Airtel will be the admired brand in India,

 Loved by more customers

 Targeted by top talent
 Benchmarked by more businesses

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

BHARTI’S MISSION

To be globally admired for telecom services that delight customers. We will meet global
standards for telecom services that delight customers though

 Customers service focus

 Empowerment employees
 Cost efficiency
 Unified messaging solutions
 Innovative products and services
 Error-free service delivery

AIRTEL LAUNCHES VQE (VOICE QUALITY ENHANCER) TO THE

FIRST TIME IN KOLKATA

Introducing VQE (Voice Quality Enhancer) for the first time in Kolkata. VQE is a
revolutionary new system that spectrally reduces background noise. It eliminates acoustic echo,
adjusts speech levels in both directions and does away with low or distorted speech so that
every word of yours can be heard clearly, wherever you may be speaking from.
The VQE technology has been sourced from Tellabs of USA, world leaders in voice
quality technology. Some of the prominent GSM operation using Tellabs noise reduction
technology remove high background noise from the wireless side of the call thus deliver ing
near wire line clear all quality on mobile phone. The Tellabs 3000 series of voice-quality
enhancement echo technology also eliminates the complexity of acoustic echo generated by
digital mobiles and hands free kits.

MILSTONE OF COMPANY

 MOBILE PHONE OPERATOR, Bharti Airtel, become the first Indian telecom
company to serve 50 million customers last month, and is now the world’s tenth
largest wireless carrier.
 Bharti has doubled its user base in the past 14 month alone, and hopes to reach 100
million subscribers by 2011, according to company executives.

 “Our next 50 million will largely come from rural India as our plan is to reach 5,200
census towns and over five lakh villages, covering 96 percent of the populatio ns,
“Said Bharti Airtel president CEO, ManojKohli, at a news conference this week.

 Bharti Airtel, India’s leading telecommunication services provider, today

announced that it had crossed the 50 million customer mark. With this, Bharti Airtel
has achieved the distinction of becoming the fastest private telecom company in
world to achieve the landmark in a single country within 143 month of start of
operations. The 150 million customer base covers mobile as well as broadband &
telephone customers.

 Commenting on their global landmark, Mr. Akil Gupta, Joint Managing Director,
Bharti Airtel said, “we are delighted to have achieved this major landmark, which
puts Bharti Airtel amongst the top telecom companies in the world. It underlines
the strength of our unique business model and our visions to provide affordable
services like lifetime prepaid to customers across the length and breadth of the
country. I would like to thank our partners for having shared our vision. This
milestone highlighted the emergence of India as one of the top telecom markets in
the world and we are proud to have been at the forefront of this growth. Going
forward, we believe this growth momentum will remain intact and we are gearing
towards the 100 million customers mark”.
 Bharti Airtel crossed the 10 million customer in November 2004. In July last year,
it crossed the 25 million customers mark.

 The company added the next 25 million customers in just 14 months. This is
amongst the fastest rate of customer’s additions by any telecom in the world.

 Mr. ManojKohli, president & CEO, Bharti Airtel added, “This is a very proud
moment for us and I would like to thank our 50 million customers for believing in
Airtel. It is a tribute to our commitment to provide best-in-class services to our
customers and lead the market with exciting innovations. We are committed to
create a world-class organization and benchmark it with the best in the world. As
the market gets ready for the next wave of growth, we are committed to expanding
our telecom networks wider and deeper across the country and partner India’s
growth story”.

 In the mobile business, Bharti Airtel plans to make considerable investments in

network establish presence in all census towns and over 5,00,000 villages across
India by 2011, thereby covering 95% of the country’s total population. The
company’s strategic focus will be on further strengthening the Airtel brand through
best-in-class customer service, which is backed by wide national distribution.

 In the enterprises business, Bharti Airtel will invest substantially in the long
distance business to achieve the scale of a carrier within next 2-3 years. It is also
strengthening the corporate business towards becoming a preferred managed
services partner for the top 2000 corporations. In broadband & Telephone SBU,
Bharti Airtel will initiate large-scale deployments of broadband network
infrastructure in 94 towns, with a sharp focus on the home and SME segments. It is
readying offer triple play to its customers with the launch of its IPTV service.
AIRTEL HAS TAKEN THE LEAD ON MANY OCCASIONS. IT HAS
BEEN THE FIRST

 To launch cellular service in Delhi on November 1995.

 Operator to revolutionize the concept of retailing with the inauguration of Airtel

Connect (Exclusive Showrooms) in 1995.

 To expand its network with the installation for second mobile switching center in
April, 1997 and the first Delhi to introduce the Intelligent Network Platform First
to provide Roaming to its subscribers by forming abd association called world first
network.

 First to provide roaming facility in USA. Airtel has the largest automatic roaming
service ‘SMART ROAM’- National in 400 cities in India and ‘SMART ROAM’-
International in over 60 countries and 95 networks all over the world.

 It is also the first company to export its products to the USA

 The good valuable satisfaction on customer as well as defined on many time used
and register in the Roaming service

AWARDS

 Bharti Airtel won top honors at the prestigious 2014 Frost & Sullivan India
Information & Communication Technology (ICT) awards. Airtel won 3 awards
There awards are,
 Enterprise Telecom Service Provider of the Year
 SMB Corporate provider of the Year
 Enterprise 3G service Provider of the Year
The ‘Enterprise Telecom Services’ category for its exemplary growth and
performance
 Bharti Airtel was honored with the Dun & Bradstreet (D&B), corporate award in
the telecom services sector at the (D&B), Manappuram Finance Awards 2014
Mumbai.

 B Srikanth, Global CFO, Bharti Airtel Ltd, was honored with the ‘Best Performing
CFO in the Telecom Sector’ award at the 8 th edition of India’s most covered
awards for the CFO’s the CNBC TV18 CFO Awards in 2013.

 Airtel ranked ‘NO. 1 Service Brand’ in the annual Brand Equity Most Trusted
Brands Survey 2014.

 Bharti Airtel won ‘Top Treasury Team Asia in 2014.

 Airtel won the nest treasury team asia pacific at the finance corporate treasures
awards in 2014

 Airtel won the DSCI Excellence Award for security in telecom at the NASSCOM
DSCI Annual Information Security Summit in 2014.

 Airtel won the “Best Mobile Product” for Wynk Music under Telecom Service
providers category and “My Favorite Service Providers” award under the public
poll category at the prestigious ET Telecom awards in 2014.

 Airtel won the “Enterprise Mobile App 2014” award for Airtel Governance
solution and “Unified Communication Solution” award for Biznet video solutio n
at the Aegis Graham Bell awards the Biggest Innovation Award in the field of
telecom, Internet, Media & Entertainment (TIME).
 CHAPTER IV
DATA ANALYSIS AND
INTERPRETATIONS
 CHAPTER IV
DATA ANALYSIS AND INTERPRETATIONS

TABLE NO. 4.1

THE TABLE SHOWING GENDER WISE CLASSIFICATION

GENDER NO OF RESPONDENTS PERCENTAGE (%)

Male 35 70

Female 15 30

Total 50 100

Source: Primary Data

INTERPRETATION

The above table showing gender wise classifications.

70% of respondents are male, 30% of respondents are female.

 CHART 4.1

THE CHART SHOWING THE GENDER WISE CLASSIFICATION

Gender Wise Classification

120

100
100

80
70

60
50

40 35
30

20 15

0
Male Female Total
 TABLE 4.2

THE TABLE SHOWING THE AGE WISE CLASSIFICATION

AGE NO OF RESPONDENTS PERCENTAGE (%)

20-25 Age 15 30

27-30 10 20

31-35 7 14

Above 36 18 36

Total 50 100

Source: Primary Data

INTERPRETATION

The above table show age wise classification, 30% of respondents are
between 20-25 age, 20% of respondents are between 26-30age, 14% of respondents are
between 31-35 age, 36% of respondents are between 36 above age.
 CHART NO 4.2

THE CHART SHOWING THE AGE WISE CLASSIFICATION

Age Wise Classification

100
100

90

80

70

60
50
50

36
40
30
30
20
18
20 15 14
10
7
10

0
20-25 Age 27-30 31-35 Above 36 Total
 TABLE NO 4.3

TABLE SHOWING THE OPINION ON SIGNALING AT THEIR AREA

SIGNAL NO OF RESPONDENTS PERCENTAGE (%)

Good Signal 45 90

Bad Signal 5 10

TOTAL 50 100

Source: Primary Data

INTERPRETATION

The table shows that opinion on signaling at their area,

90% of respondents feel that signal of AIRTEL at their area is good,

10% of respondents feel that signal is not good.
 CHART NO 4.3

CHART SHOWING THE OPINION ON SIGNAL AT THEIR AREA

 TABLE NO 4.4

TABLE SHOWING THE OPINION ON CUSTOMER CARE SERVICES

OPINION NO OF RESPONDENTS PERCENTAGE (%)

Satisfied 34 68

Not Satisfied 10 20

Never Used 6 12

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that opinion on customer care services

68% of the respondents are satisfied with the customer care services, 20% of
the respondents are not satisfied with the customer care services, 12% doesn’t use respondent
care services
 CHART NO 4.4

CHART SHOWING THE OPINION ON CUSTOMER CARE SERVICES

Customer Care Services

100
Total
50

12
Never Used
6

20
Not Satisfied
10

68
Satisfied
34

0 20 40 60 80 100 120
 TABLE NO 4.5

TABLE SHOWING THE OPINION ON CUSTOMER CARE

EMPLOYEE’S RESPONSE TO CUSTOMER QUESTIONS

RESPONSE NO OF RESPONDENTS PERCENTAGE (%)

Good response 35 70

Bad response 15 30

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that opinion on customer care employee’s response to

customer’s questions.

70% of the customers say that customer care employee’s response to

customer’s questions. 30% say that the employee’s response was bad they were not satisfied.
 CHART NO 4.5

CHART SHOWING THE OPINION ON CUSTOMER CARE

EMPLOYEE’S RESPONSE TO CUSTOMERS QUESTIONS

Employee's Response

100
Total
50

30
Bad response
15

70
Good response
35

0 10 20 30 40 50 60 70 80 90 100
 TABLE NO 4.6

TABLE SHOWING WHETHER CUSTOMERS USE INTERNET

SERVICES

USERS NO OF RESPONDENTS PERCENTAGE

Using 35 70

Not Using 15 30

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that customers use INTERNET services

In 65% of the customers use internet, and 35% of can’t use the internet services.
 CHART NO 4.6

CHART SHOWING WHETHER CUSTOMERS USE INTERNET

SERVICES

Using Internet Connection

160

140

120

100 100

80
70
60

40
30
50
20 35
15
0
Using Not Using Total
 TABLE NO 4.7

TABLE SHOWING OPINION ON INTERNET SERVICES

OPINION NO OF RESPONDENTS PERCENTAGE (%)

Satisfied 27 54

Not Satisfied 23 46

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that opinion on INTERNET Services

64% of the customers are satisfied with internet services, and 40% are not
satisfied in internet services.
 CHART NO 4.7

CHART SHOWING OPINION IN INTERNET SERVICES

Opinion on Internet Services

100
Total
50

46
Not Satisfied
23

54
Satisfied
27

0 20 40 60 80 100 120
 TABLE NO 4.8

TABLE SHOWING NUMBER OF TIMES CUSTOMERS LOG INTO

INTERNET PER DAY

INTERNET USAGE NO OF RESPONDENTS PERCENTAGE (%)

Once 8 16

Twice 7 14

More 21 42

Not Even Once 14 28

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that number of times customers log into internet per day

42% of the respondents are log into internet more than one per day, 14% of the
respondents are log into internet more than twice per day, 16% of the respondents are log into
internet more than one per day and, 28% of the respondents are log into internet do not use
internet do not use internet services.
 CHART NO 4.8

CHART SHOWING NUMBER OF TIMES RESPONDENTS LOG INTO

INTERNET PER DAY

Usage of Internet Per Day

8%
7%
Once
Twice
50% 21% More
Not Even Once
Total

14%
 TABLE NO 4.9

TABLE SHOWING RATING FOR INTERNET SPEED

RATING NO OF RESPONDENTS PERCENTAGE (%)

26 52

12 24

4 8

3 6

5 10

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that rating for internet speed

52% respondents rated 5 Star, 24% of respondents rated 4 Star, 8% of respondents

rated 3 Star, 6% of respondents rated 2 Star, 10% of respondents rated 1 Star.
 CHART NO 4.9

CHART SHOWING RATING FOR INTERNET SPEED

Rating For Internet Speed

Total 50 100

1 Star 5 10

2 Star 3 6

3 Star 4 8

4 Star 12 24

5 Star 26 52

0 20 40 60 80 100 120 140 160

 TABLE NO 4.10

TABLE SHOWING MAXIMUM RECHARGE PER MONTH

RECHARGE PER NO OF RESPONDENTS PERCENTAGE (%)

MONTH

10-100 6 12

100-200 17 34

200-300 8 16

300-400 9 18

400-500 5 10

500-Above 5 10

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that maximum recharge per month

12% of the respondents use 10-100, 34% of the respondents use 100-200, 16%
of the respondents use 200-300, 18% of the respondents use 300-400, 10% of the respondents
use 400-500, and 100% use above 500.
 CHART NO 4.10

CHART SHOWING MAXIMUM RECHARGE PER MONTH

 TABLE NO 4.11

TABLE SHOWING WHETHER OFFERS ARE USED BY

RESPONDENTS

USAGE NO OF RESPONDENTS PERCENTAGE (%)

Used 39 78

Not Used 11 22

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that offered are used by respondents

78% of the respondents use offers, 22% of the respondents can’t use this offers
 CHART NO 4.11

CHART SHOWING WHETHER OFFERS ARE USED BY

RESPONDENTS

Offers Used Customers

120

100
100

78
80

60
50

39
40

22
20
11

0
Used Not Used Total
 TABLE NO 4.12

TABLE SHOWING OFFERS USED BY RESPONDENTS

OFFERS NO OF RESPONDENTS PERCENTAGE (%)

STD Call Cutter 10 20

Local Call Cutter 11 22

ISD Call Cutter 2 4

Message Offer 20 40

Dialer Tunes 5 10

Other Offers 2 4

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that offers used by respondents

20% are using STD Call Cutter, 22% are using Local Call Cutter, 4% are ISD
Call Cutter, 40% are using Message Offer, 10% are using Dialer Tunes, 4% are using Other
Mobile Services and Offers.
 CHART NO 4.12

CHART SHOWING OFFERS USED BY RESPONDENTS

Offers Used by Customers

160

140

120

100 100

80

60

40 40

50
20 20 22

20 10
10 11 4 4
0 2 5 2
STD Call Cutter Local Call Cutter ISD Call Cutter Message Offer Dialer Tunes Other Offers Total
 TABLE NO 4.13

TABLE SHOWING OPINION ON OFFERS USED BY RESPONDENTS

OPINION NO OF RESPONDENTS PERCENTAGE (%)

Satisfied 35 70

Not Satisfied 7 14

Neural 8 16

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that opinion on offers used by respondents

70% are satisfied with offers, 14% are not satisfied with others, 16% is neural.
 CHART NO 4.13

CHART SHOWING OPINION ON OFFERS USED BY RESPONDENTS

Opinion of Offers
100
100

90

80
70
70

60
50
50

40 35

30
16
20 14
7 8
10

0
Satisfied Not Satisfied Neural Total
 TABLE NO 4.14

TABLE SHOWING UP TO DATE WITH CURRENT OFFERS

OFFERS NO OF RESPONDENTS PERCENTAGE (%)

Up to Date 35 70

Not Up Date 15 30

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that

70% are Up to Date with offers, 30% are not Up Date.

 CHART NO 4.14

CHART SHOWING UP TO DATE WITH CURRENT OFFERS

Offers Update
120

100
100

80
70

60
50

40 35
30

20 15

0
Up to Date Not Up Date Total
 TABLE NO 4.15

TABLE SHOWING WHETHER THEY USED OTHER NETWORK

NETWORK USAGE NO OF RESPONDENTS PERCENTAGE (%)

Used 38 76

Not Used 12 24

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that whether they used network connection other than AIRTEL

65% used other network connection, 35% did not use.

 CHART NO 4.15

CHART SHOWING WHETHER THEY USED OTHER NETWORK

CONNECTION OTHER THAN AIRTEL

Network Usage

Total 50 100

Not Used 12 24

Used 38 76

0 20 40 60 80 100 120 140 160

 TABLE NO 4.16

TABLE SHOWING OPINION ON AIRTEL COMPARED TO OTHER

CONNECTION

CUSTOMER OPINION NO OF RESPONDENTS PERCENTAGE (%)

Better 40 80

Not Better 10 20

Total 50 100

Source: Primary Data

INTERPRETATION

The table shows that opinion on AIRTEL Compared to the other connection

80% feel that AIRTEL is better, and 20% feel that not better.
 CHART NO 4.16

CHART SHOWING OPINION ON AIRTEL COMPARED TO OTHER

CONNECTION

Compared Airtel to Other Network

40%
50%

Better
Not Better
10%
Total
 CHAPTER V
FINDINGS, SUGGESTIONS
AND CONCLUSION
 CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS:

The chapter deals with the major findings of the study which are as follow

 Most people feel with AIRTEL signal is good

 Only half of the people are satisfies with the customer care services

 30%of the people are not satisfied with the customer care employees response.

 More than half of the people are satisfied with the customer service

 Only 32% people say that Internet peed is high

 A very large number of people get 100-200 recharge per month

 Most people were aware of the offers provided and many of them are using
more than offer, and most of them satisfied with the offers

 In the offers provided, most of them are using message offer in combinatio n
with other offer

 Up to half of the people find that AIRTEL is better than other network
SUGGESTIONS

The main objectives of every analysis are to find whether the respondents are
satisfied with the services provided. Following are some of the suggestions given for the
improvement of the product and services

Most the people are satisfied with the offers provided but still some of them
suggested the following for betterment.

 Local and STD rates should be slashed down further

 1 paisa per min offer should be introduced

 Respondents feel that compared to other service offers provided are less

 More slash in ISD rates

 Regarding the internet connection respondents feel that the wireless modem
provided from remote areas of the hole cities in Tamil Nadu want to
improvement full in Trichy to the network connection

 Respondents suggested to improve the customer services and the response

given by the customer care employees should be improved.

 Some suggested that the dialer tune services be increased by them

CONCLUSION

In the conclude note of my research I am confident to say the study is given

opportunity to analyze various factors regarding customer satisfaction. The sample size is
very low so it is very difficult concluding it by saying that it is the view of whole population.
The time provided for the research is less.

I have understood how a research study is to e conducted and prepare a

comprehensive report. So on and so forth the study has given me a lot of exposure like
meeting and talking with different people.
BIBLIOGRAPHY
REFERENCE

 Aaker D.A. (1992). The value of brand equity. Journal of business strategy, 13
(July/August), 27-32.

 Agyapong G. (2011). The effect of service quality on customer satisfaction in

the utility industry. A case of Airtel (Ghana). International Journal of Business
and Management, 6(5), 203-210.

 Ahmad Z., Ahmad I., Nawaz M., Usman A., Shaukat M., Ahmad N., (2011).
Impact of service

 Quality of Short Messaging Service on customer’s retention. An empirica l

study of cellular companies of Pakistan. International Journal of Business and
Management, 5(6), 154-160.

 Alderfer C.P (1969). An empirical test theory of human needs. Organizatio na l

Behavior and Human Performance, 4, 142-175.

 Alderfer C.P (1972). Human needs in organizational settings. Free Press,

New York.

 Alom K., Khan A., & Meshquat Uddin A.N.M (2010). Selection of cellular
operators in Bangladesh. An empirical analysis. International Journal of
Mobile Marketing 5(2), 114-125.

 Anderson A.R & Best A (1977). Consumers complain-does business

respond. Harvard Business Review, 55, 93-101
WEBSITE

 http://managementhelp.org/customer/satisfy/htm

 http://airtelbroadband.in/wps/wcm/connect/airtel.in/home

 http://airtel.in/satisfy/customer/helpline/connect/docs/server/airtel2.jsp

 http://wikipedia.com/connect/documents/airtel/satisfaction/page/respond/26204
5.jsp

 http://help.google.com/contents/docs/files/view-content/staisfaction-airtel.html
QUESTIONNAIRE
 STUDY OF CUSTOMER SATISFACTION

1. Name :

2. Sex

(a). Male ( ) (b). Female ( )

3. Age

(a). 15-25 ( ) (b). 25-25 ( ) (c). 35-45 ( )

4. Profession

(a). Student ( ) (b). Businessman ( ) (c). Employee ( )

5. The AIRTEL signal is good on your area?

(a). Yes ( ) (b). No ( ) (c). Never Used ( )

6. Are you satisfied with our customer care services?

(a). Satisfied (b). Not Satisfied ( ) (c). Never Used ( )

7. Does our customer care employee’s respond well your questions?

(a). Good Response ( ) (b). Bad Response ( ) (c). Never Used ( )

8. Do you use internet service, no don’t know that internet connection was there if yes,
are

(a). Yes ( ) (b). No ( )

9. How many times do you login to internet per day?

 (a). Once ( ) (b). Twice ( ) (c). More not even once ( )

10. Rate the internet speed

(a) ( )
(b) ( )

(c) ( )

(d) ( )

(e) ( )

11. Maximum recharge per month

(a). 10-100 ( ) (b). 100-200 ( ) (c). 200-300 ( ) (d).300-400 ( )

(e). 400-500 ( )

12. Are you using offers?

(a). Yes ( ) (b). No ( )

13. If yes, mark the offers you are using now

(a) STD Call Cutter

(b) Local Call Cutter

(c) ISD Call Cutter

(d) Message Offer

(e) Dialer Tunes

(f) Others
14. Are you satisfied with the offers?

(a). satisfied ( ) (b). Not Satisfied ( ) (c). Never Used ( )

15. Are you update with current offers?

(a). Yes ( ) (b). No ( )

16. Did you use any network connection other than AIRTEL?

(a). Yes ( ) (b). No ( )

17. Do you feel AIRTEL is better than any other connection?

(a). Better ( ) (b)Not Better ( )

18. Any Suggestions