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PROJECT REPORT ON SERVICES PROVIDED BY AIRTEL {PREPAID/POSTPAID}

Submitted In the Partial Fulfillment Of M.B.A degree to

HINDU INSTITUTE OF MANAGEMENT

SUBMITTED BY: DEEPTI GOEL M.B.A- FIRSTSEMESTER ROLL NO.-18

HINDU INSTITUTE OF MANAGEMENT, SONIPAT Affiliated to M.D.University ROHTAK

INDEX
CHAPTER NO. A B C D 1. 1.1 1.2 1.3 1.4 1.5 2. 2.1 2.2 3. 4. 5. 6. 7. 8. CHAPTER NAME DECLARATION ACKNOWLEDGEMENT EXECUTIVE SUMMARY PREFACE INTRODUCTION SIGNIFICANCE OF THE STUDY REVIEW OF EXISTING LITERATION OBJECTIVE OF THE STUDY CONCEPTUALISATION FORMULATION OF HYPOTHESIS RESEARCH METHODOLOGY METHODS OF DATA COLLECTION RESEARCH DESIGN COMPANY PROFILE ANALYSIS AND INTERPRETATION CONCLUSION LIMITATION SUGGESTIONS ANEXTURE PAGE NUMBER

DECLARATION
I DEEPTI GOEL ROLL NO.18, CLASS M.B.A-FIRST SEMESTER OF HINDU INSTITUTE OF MANAGEMENT HERE BY DECLARE THAT THE PROJECT ENTITLED SERVICES PROVIDED BY AIRTEL (PREPAID/POSTPAID). I HAVE NOT SUBMITTED MY ORIGINAL RESEARCH WORK AND SAME PROJECT TO ANY OTHER INSTITUTE FOR THE AWARD OF OTHER DEGREE. THE INTERIM REPORT WAS PRESENTED TO THE SUPERVISIOR ON_________. THE FEASIBLE SUGGESTION HAS BEEN DULY INCORPORATED IN CONSULTATION WITH SUPERVISOR.

Mrs. SHUCHI MAM (Director of Institute)

(Signature of Candidate)

ACKNOWLEDGEMENT
It is my privilege to express my indebt ness to my project guide Mrs. SHUCHI GOYAL (Faculty of HIM) for their invaluable guidance and help me in making the project report. Their deep interest in the subject, sound knowledge, helping nature and sound advice made me to refine my ideas in the subject and enunciated me into the world of experimentation and research.

(DEEPTI GOEL)

EXECUTIVE SUMMARY
Marketing of services is very important because services are a performance and it does not involve any ownership transfer. In today marketing environment, every company wants to achieve customer satisfaction, when they provide better quality of services to customer. The nature of services gives useful clues on benefit expected by customer from it. Though customers characteristics are also an important factor here, the nature of the services is the crucial factor. Service marketers have to therefore analyze the nature of services and gain relevant insights on it. Some services are directed at people while others are directed at goods, though in the final analysis both aim at satisfying people. So, it is important for the success of organization to form an image or reputation in the business world. This project gives the introduction, need, limitations, conclusion and suggestions of services provided by AIRTEL.

PREFACE
In this project there is main stress on the services provided by AIRTEL in
the nature of prepaid and postpaid connections to the users of AIRTEL. Some of the main points are:
o Different services provided by Airtel.

o Prices of different services. o Customer satisfaction rate.

o Different services plans for different age customers.

o Airtel market reputation.

o Airtel services distribution areas.

o Adequate interest of customers on the part of products.

o How managers of Airtel handle their work.

o Continuously improvement in their services.

CHAPTER 1: INTRODUCTION
To make a proper goodwill in the market, most of the companies deal with the marketing research. So, marketing research is notified at the first rank. For customer preference purification of product is necessary for customer satisfaction, direct marketing is one of the important channels of marketing. A service is any act or performance that one party can offer to another that is essential and does not result in the ownership of anything. Its production may or may not be tied to a physical product; service has four major characteristics that greatly affect the decision of marketing programs: intangibility, inseparability, variability and perish ability. Service marketer must be able to transform intangible services into concrete benefits. Services are typically produced and consumed simultaneously.

SIGNIFICANCE OF THE STUDY:

o TO KNOW VARIOUS SERVICES PROVIDED BY AIRTEL o MARKETING IS THE ECONOMIC PROCESS o TROUGH o o o MARKETING GOODS AND SERVICES ARE EXCHANGED BETWEEN THE MAKER AND USER THE SUCCESS OF SERVICES DEPENDS ON HOW CLOSELY THE FOR CUSTOMER PREFERENCE PURIFICATION OF PRODUCT IS DIRECT MARKETING IS ONE OF THE MOST IMPORTANT SERVICES OFFER MATCHES THE SERVICES EXPECTATION. NECESSARY FOR CUSTOMER SATISFACTION. CHANNELS OF MARKETING.SERVICE INDUSTRIES RARE QUITE VARIED. o SERVICES ARE TYPICALLY PRODUCED AND CONSUMED SIMULTANEOUSLY.
o

A SERVICE IS ANY ACT THAT ONE PARTY CAN OFFER TO THE NATURE OF SERVICES GIVES USEFUL CLUES ON BENEFIT

ANOTHER. o EXPECTED BY CUSTOMER FROM IT.

REVIEW OF EXISTING LITERATION

o
1.

SOURCE ONEPROJECT MANAGEMENT AND CONTROL, Second RESEARCH METHODOLOGY, reprint second edition PRINCIPLE OF MARKETING MANAGEMENT,

Edition 1999, P.C.K. RAO 2. 2004, C.R.KOTHARI 3. Dhanpat Rai & co., C.R. KOTHARI o 1. 2. SOURCE TWOwww.airtelworld.com www.googlesearch.com

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OBJECTIES OF THE STUDY

o o o o o The purpose of this report is to study the marketing of services AIRTEL. The main objective is to study the important services provided by AIRTEL. The real test of service quality is that the customer will keep coming back to To come to know the various plans of AIRTEL services for different age To know the priority of AIRTEL services.

the service provider every time he needs the services. groups.

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CONCEPTUALISATION
In this project report I m mainly stressing on the point of that various services provided by Airtel to their customers in proportion that hey satisfied their expectations from Airtel as per their age and todays era requirement. For this study I collect the data direct from the net and the services centers which are near to my place. In this report there is proper study on the Airtel services including postpaid and prepaid services. Postpaid services plans mean they are that services which are provided to customers in full response from Airtel mean are required to submit some security to get such postpaid service and get the full talk time and pay the bill after completion of a month and have a nice validity and can also make the calls without not concerning about balance. Prepaid services plans means that they are those services which are provided to customers in the manner that they can take the advantages of different services provided by Airtel on the basis of by purchasing various coupons and have some balances also but due to zero balance customer cannot make any calls only attend the others calls.

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FORMULATION OF HYPOTHESIS
Hypothesis simply means an assumption or same supposition to be proved or disproved but for a researcher hypothesis is a formal question that he tends to resolve thus a hypothesis may be defined as a set of propositions to guide same investigation in the light of established facts.

ASSUMPTIONS:
o o o o o Hypothesis must be clear and precise on the point. Hypothesis should be capable of being tested. There should be clearly state relationship between dependent and Hypothesis should be consistent with the known facts. It should be able to explain the facts clearly.

independent variables.

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CHAPTER 2: RESEARCH METHODOLOGY

MEANING OF RESEARCH: Research in common parlances refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. Research is, thus, an original contribution to the existing stock of knowledge making for its advancement. DEFINITION: According to Clifford Woody research comprises defining and redefining problems, formulating, hypothesis or suggested solution; collecting, organizing and evaluating data; making deduction and reaching conclusions; and atlast carefully testing the conclusion to determine the whether they fit the formulating the hypothesis.

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METHODS OF DATA COLLECTION

The task of data collection begins after a research problem has been defined and research design/ plan chalked out. While deciding about the methods of data collection to be used for the study, the researcher should keep in mind two types of data viz., Primary and Secondary. PRIMARY DATA: The primary data are those, which are collected afresh and for the first time, and thus happen to be original in character. The researcher himself generates these. The data are essentially qualitative in nature and refer to opinion, views, values etc, of the people concerned. 1. 2. 3. 4. Observation Method Interview Method Questionnaires Method Schedules Method

SECONDARU DATA: It means data that are already available i.e., they refer to the data, which have already been collected and analyzed by someone else. When the researcher utilizes secondary data, then he has to look into various sources from where he can obtain them. It may be in form of statements, records, scripts etc. Secondary data may be either being published data and unpublished data. 1. 2. Published Data Unpublished Data

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RESEARCH DESIGN
The concepts and methods which the researcher wants to use during the conduct of his research is defined in what is known as Research Design. There are four types of Research Design defined under:
1.

EXPLORATORY :- This research aims at exploring the possibility of doing

the research on certain subject where due to paucity of existing knowledge, framing and testing of hypothesis is difficult. 2. DESCRIPTIVE: - It includes survey and fact finding, enquires of different kinds. The major purpose of this study is description of the state of affairs as and when they exist. In this research we identify the various characteristics of the problem and create observation for further research. 3. DIAGNOSTIC:- This research is also known as physical research. We use in-depth method to approach and reach the basic relations. Such researches go deep in to causes and have to be study in various dimensions.
4.

EXPERIMENTAL:- In this type of research design, the researcher has to

deal with two type of variables i.e., dependent and independent variables under control conditions. The variable which is suppose to be the cause of change is known as dependent area and the variable that varied as a consequences of change is called dependent area.

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CHAPTER 3: COMPANY PROFILE

Airtel comes to us from Bharti Tele-Venture Limited- a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many first and innovations to its credit. Bharti provides of range of telecom services, which include Cellular, Basic, Internet and National Long Distance. PRODUCTS AND SERVICES AIRTEL has two connections that are defined as under: 1. PREPAID 2. POSTPAID AIRTEL welcomes us to a vibrant world of unlimited opportunities. AIRTEL said that we are important for them and they endeavour to provide us with the service which exactly fits our needs. Experience total cost control, no rental and easy billing with their postpaid and prepaid services, explore the world with our roaming services and get absolutely cool offer and mobile downloads with AIRTEL Live!

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ABOUT PREPAID AND POSTPAID

Experience complete freedom Airtel welcomes us for more exciting, innovative yet simple new ways to communicate, just when we want that, not just through words but ideas, emotion and feelings. To give us the unlimited freedom to reach out to their special people in their special way. As an Airtel customer we can enjoy the following facilitiesEasy Billing Call Divert, Call Hold and Call Wait Short Messaging Services (SMS) Caller Identification Voice Mail Nice STD/ ISD Facility Roaming PRODUCT AND SERVICES o o o
o

AIRTEL STANDARD PLANS AIRTEL VALUE PLANS AIRTEL STANDARD LADIES PLAN AIRTEL SATNDARD SENIOR PLAN AIRTEL SATNDARD STUDENT PLAN AIRTEL SATNDARD JODI PACK NEW CELEBRATION 298 PLAN

o o o

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CHAPTER 4: ANALYSIS AND INTERPRETATION

It refers to the task of drawing inferences or meaning from the collected facts after an analysis or experimental study. The task of interpretation has to aspects: 1. 2. To establish continuity in research through linking Establishment of facts that we can explain

QUESTIONNAIRE STUDY AND RESULT

1.

WHICH AIRTEL SERVICES YOU PREFER PREPAID OR POSTPAID? ANS. 60% SAID PREPAID AND 40% POSTPAID

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2.

HOW YOU COME TO KNOW ABOUT VARIOUS PALNS PF AIRTEL? ANS.

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3.

WHETHER AIRTEL SERVICES ARE EASILY AVAILABLE TO YOU ANS.

OR NOT?

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4.

HOW MUCH RATE WILL YOU PREFER TO GIVE AIRETL ANS.

SERVICES?

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5.

ARE THE PRICES OF AIRTEL SERVICES SATISFIED YOU OR NOT? ANS.

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6.

IS AIRTEL ONLY SELLS CONNEV\CTIONS OR MANUFACTURES ANS.

HANDSETS ALSO?

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7.

WHETHER THE STD AND ROAMIND CHARD\GES OF AIRTEL ANS.

COMFORTABLE OR NOT?

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8. IN YOUR EYE IS AIRTEL ONLY BRAND IN TELECOMME FIELD OR SOME THONG OTHER ALSO? ANS.

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9. WHETHER AIRTEL IS MORE CUSTOMER FOCUSED OR NOT? ANS.

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10. WHETHER AIRTEL PROVIDES DIFFERENT SERVICES FOR DIFFERENT AGE PEOPLES OR NOT? ANS.

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11. WOULD YOU LIKE TO PREFER AIRTEL IN FUTURE OR NOT? ANS.

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CHAPTER 5: CONCLUSION
In todays business era for the success of their organization marketing is the key element and it is very important because it motivates customers to buy their product. Market is majorly depends upon customer orientation, future planning goals and objectives of the organization and on their capital structure. After studying the project I had concluded that marketing of services has both advantages and disadvantages. For a firm, marketing of services is the main task to introduce any new product.

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CHAPTER 6: LIMITATIONS
o o o o o The time period was not enough for the study of such a big organization The respondent may be biased as per his suitability Environment is not healthy and comfortable It is typical to influence the respondent to fill the genuine data Research area is not specified and fix

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CHAPTER 7: SUGGESTIONS
After making such report on a telecommunication organization with the help of filling up the questionnaires I would like to give some suggestions from my part that at the time of collecting data from the research area the researcher must be confident and have knowledge for that field and like a influencer to influence the respondent to fill their response correctly and researcher must not be biased and have the capacity to deal with any kind of respondent.

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CHAPTER 8: ANEXTURE
QUESTIONNAIRE 1. WHICH AIRTEL SERVICES YOU PREFER PREPAID OR POSTPAID? 2. HOW YOU COME TO KNOW ABOUT VARIOUS PALNS PF AIRTEL? 3. WHETHER AIRTEL SERVICES ARE EASILY AVAILABLE TO YOU OR NOT? 4. HOW MUCH RATE WILL YOU PREFER TO GIVE AIRETL SERVICES? 5. ARE THE PRICES OF AIRTEL SERVICES SATISFIED YOU OR NOT? 6. IS AIRTEL ONLY SELLS CONNEV\CTIONS OR MANUFACTURES HANDSETS ALSO? 7. WHETHER THE STD AND ROAMIND CHARD\GES OF AIRTEL COMFORTABLE OR NOT? 8. IN YOUR EYE IS AIRTEL ONLY BRAND IN TELECOMME FIELD OR SOME THONG OTHER ALSO? 9. WHETHER AIRTEL IS MORE CUSTOMER FOCUSED OR NOT? 10. WHETHER AIRTEL PROVIDES DIFFERENT SERVICES FOR DIFFERENT AGE PEOPLES OR NOT? 11. WOULD YOU LIKE TO PREFER AIRTEL IN FUTURE OR NOT? BIBLIOGRAPHY 1. PROJECT MANAGEMENT AND CONTROL, Second Edition 1999, P.C.K. RAO 2. RESEARCH METHODOLOGY, reprint second edition 2004, C.R.KOTHARI 3. PRINCIPLE OF MARKETING MANAGEMENT, Dhanpat Rai & co., C.R. KOTHARI

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WEBSITES: 1. www.airtelworld.com 2. www.googlesearch.com

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