RISHIRAJ INSTITUTE OF TECHNOLOGY,

INDORE

SYNOPSIS
On
STUDY OF CUSTOMER SATISFACTION
LEVEL
OF AIRTEL & RELIANCE PREPAID
(A Comparative Study)

SUBMITTED TO:- SUBMITTED BY:-

PROF. ARVIND MALVIYA KAILASH NARAYAN

H.O.D(M.B.A) MBA III SEM
 CONCEPTUAL FRAMEWORK
INTRODUCTION:-

World telecom industry is an uprising industry, proceeding towards a goal

of achieving two third of the world's telecom connections. Over the past few
years information and communications technology has changed in a
dramatic manner and as a result of that world telecom industry is going to
be a booming industry. Substantial economic growth and mounting
population enable the rapid growth of this industry. The world
telecommunications market is expected to rise at an 11 percent compound
annual growth rate at the end of year 2010. The leading telecom companies
like AT&T, Vodafone, Verizon, SBC Communications, Bell South, and
Qwest Communications are trying to take the advantage of this growth.
These companies are working on telecommunication fields like broadband
technologies, EDGE (Enhanced Data rates for Global Evolution)
technologies; LAN-WAN inter networking, optical networking, and voice
over Internet protocol, and wireless data service etc. World telecom
industry is taking a crucial part of world economy. The total revenue earned
from this industry is 3 percent of the gross world products and is aiming at
attaining more revenues. One statistical report reveals that approximately
16.9% of the world population has access to the Internet. Present market
scenario of world telecom industry: Over the last couple of years, world
telecommunication industry has been consolidating by allowing private
organizations the opportunities to run their businesses with this industry.

AIRTEL
Incorporated on July 7, 1995, Bharti Airtel Ltd is a division of Bharti Enterprises.
The business of Bharti Airtel is structured into two main strategic groups Mobility
and Infotel. The Mobility business provides GSM mobile services in all 23
telecommunications circles in India, while the Infotel business group provides
telephone services and Internet access over DSL in 15 circles. The company
complements its mobile, broadband, and telephone services with national and
international long-distance services. The company also has a submarine cable
landing station at Chennai, which connects the submarine cable connecting
Chennai and Singapore. Bharti Tele Ventures provides end-to-end data and
enterprise services to corporate customers by leveraging its nationwide fibreoptic
backbone, last mile connectivity in fixed-line and mobile circles. All of Bharti
Tele-Ventures' services are provided under the Airtel brand.

Sunil Bharti Mittal, the founder-chairman of Bharti Enterprises (which owns

Airtel), is today, the most celebrated face of the telecom sector in India. He
symbolizes the edge that success comes to those who dream big and then work
assiduously to deliver it. His strong entrepreneurial instincts gave him a unique
flair for sensing new business opportunities. In the early years, Bharti established
itself as a supplier of basic telecom equipment. His true calling came in the mid-
1990s when the government opened up the sector and allowed private players to
provide telecom services. Bharti Enterprises accepted every opportunity provided
by this new policy to evolve into India's largest telecommunications company and
one of India's most respected brands

.
RELIANCE
Reliance Communication is the second largest Telecom company in India in terms
of customers. The Company has a customer base of 105 million including over 2.5
million individual overseas retail customers. It ranks among the Top 5 Telecom
companies in the world by number of customers in a single country. Reliance
Communications corporate clientele includes 2,100 Indian and multinational
corporations, and over 800 global, regional and domestic carriers. A pan-India, next
generation, integrated (wireless and wire line), convergent (voice, data and video)
digital network that is capable of supporting services spanning the entire
communications value chain, covering over 24,000 towns and 600,000 villages has
been established by Reliance Communications. Reliance Communications owns
and operates the next generation IP enabled connectivity infrastructure comprising
over 190,000 kilometres of fibber optic cable systems in India, USA, Europe,
Middle East and the Asia Pacific region. Reliance Globalcom serves over 2,100
enterprises, 200 carriers and 2.5 million retail customers in 163 countries across 6
continents.

LITERATURE REVIEW
• Prof. (Dr.) Amit K. Srivastav H.O.D (Management)
 Mr. Saroj Kumar Dash Lecturer (Management)
Skyline Institute of Engineering and Technology
Greater Noida, Goutambudh Nagar (Uttar Pradesh)

• Muhammad Mohsin Butt ,mohsinbutt@hotmail.com

Ernest Cyril de Run , drernest@feb.unimas.my, Faculty of Economics and
Business, University Malaysia Sarawak

• K. A. Silva, Lanka Com Services (Pvt) Limited, Colombo, Sri Lanka, S. T.

W. S. Yapa
Department of Decision sciences, University of Sri Jayewardenepura,
Nugegoda, Sri Lanka, samanyapa@sjp.ac.lk

• Mohammad Muzahid Akbar1 and Noorjahan Parvez2

• Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its

“Performance.

• Internet service providers in India, Rao (2000

• T.H. Chowdary (1999)

RATIONALE
• To make aware the services provider what the customer wants from them.
How they can make their customer delight.

• Finding source of information of consumer in respect of mobile services.

• What are the expectations of customer from their services provider?

 OBJECTIVE

• To compare the customer satisfaction level of Airtel and Reliance.

• To analyse the level of awareness about the products of airtel and reliance
prepaid

• To know about customer satisfaction of the product

• To study the requirement regarding to the future of products

• To analyse the consumer perception about the quality of the product

 RESEARCH METHODOLOGY
RESEARCH DESIGN

Types of research design:-

1. Exploratory Research
• Search of secondary Data or Literature search

• Survey of knowledgeable person or experience survey.

• Case study.

2. Conclusive Research
• Descriptive Research
a) Longitudinal study
b) Cross Sectional Study

• Experimentation

Sampling Planning

There are two method of sampling.

1. Probability sampling.

2. Non-probability sampling.
 METHODOLOGY USED IN THE PROJECT
Sample Design: - A sample design is a definite design plan for obtaining a
sample from a given population. Our sample design consists of the
following:-

Type of universe: - The universe in our study of finite the number of

regular subscriber of Airtel and Reliance in Indore city.

Sample Unit: - The Sampling unit in sampling design is an individual.

Sample Size: -A sample of 100 subscribers has been taken to obtain the
conclusive result of this study. This size is efficient, representative reliable
and flexible.

Sample Procedure: - The type of sampling procedure is used was

random sampling or probability sampling. Under this is sampling design,
every subscribers of the universe has an equal chance of inclusion in the
sample. Out of the random sampling design, area sampling was chosen,
which is based on the geographic sub design of the Indore city.

METHOD OF DATA COLLECTION

Methodology is an essential aspect of any project or research. It enables the
researches look at the problem in a systematic, meaningful and orderly way.
Methodology comprises the sources of data, selection of data, various
designs and techniques used for analyzing the data.

Primary Data:- Information collection from the subscribers constitutes

primary data of the survey.

Secondary Data:- Information provided by the company in the form of

customer care information booklet, review, information manual for
management trainee and company profile constitute out secondary data.
 TOOLS FOR DATA ANALYSIS

The data is analyzed on the basis of suitable tables by using mathematical

techniques. The technique that we will use is tabulation technique, which
also includes bar graphs and charts.
 REFERANCES AND WEBILOGRAPHY

REFERANCES:-

1. Philip kotller

2. C.R kothare
3. "COAI.com". COAI.com. Retrieved 2010-08-23
4. "Business.in.com" Business.in.com. Retrieved 2010-08-23
5. "Airtel.in". Airtel.in. Retrieved 2010-0823.

6. Bharti Airtel (BOM:532454) Wikinvest.

7. "Reliance ADA Group. Reliance ADA Group, Retrieved 2010-08-

14.

WEBILOGRPHY

1. http://www.rcom.co.in/Rcom/business/HTML/vso_overview_main.html

2. http://www.rcom.co.in/Rcom/aboutus/overview/overview_reliancegroup.
html

3. http://www.rcom.co.in/Rcom/aboutus/overview/overview_business.html

4. http://www.ideacellular.com/IDEA.portal?
_nfpb=true&_pageLabel=IDEA_Page_ContentPrepad
5. http://www.rcom.co.in/webapp/Communications/rcom/index.jsp
6. http://trak.in/Tags/Business/category/telecommunication/

7. http://www.ideacellular.com/IDEA.portal?
_nfpb=true&_pageLabel=IDEA_Page_CorporateUser
 TABLE OF CONTENT
S.NO CONTENT

1 INTRODUCTION

2 LITERATURE REVIEW

3 RATIONALE

4 OBJECTIVE

5 RESEARCH METHODOLOGY

6 METHOD OF DATA COLLECTION

7 TOOL’S FOR DATA ANALYSIS

8 REFERENCES AND WEBLIOGRAPY