Customer satisfaction among users of Airtel connection with special reference to internet connections.

A Summer Training Project Submitted in partial fulfillment of the requirements for the Award of degree of Bachelor of Business Administration

2008 2011

Submitted by

Guided by (Internal Guide)

Bharati Vidyapeeth University School of Distance Education, Academic Study Center - BVIMR, New Delhi

An ISO 9001:2008 Certified Institute A Grade Accreditation by NAAC

Student Undertaking

This is to certify that I ____________________________

had completed the Project

titled title of the project in (name of the company) under the guidance of Mr./Ms. (Faculty guide) in the partial fulfillment of the requirement for the award of degree of Bachelor of Business Administration of BVU, SDE, Academic Study Center BVIMR, New Delhi. This is an original piece of work & I had neither copied nor submitted it earlier elsewhere.

Student Name and Signature

Dated -

Certificate (on Academic Center Letter Head)

This is to certify that the project titled ________________________________ is an academic work done by ________________________ submitted in the partial fulfillment of the requirement for the award of the Degree of Bachelor of Business Administration from BVU SDE, Academic Study Center BVIMR, New Delhi under my guidance and direction. To the best of my knowledge and belief the data and information presented by him/her in the project has not been submitted earlier.

Name and signature of Faculty Guide

Comments of Faculty Guide 1. 2. 3. 4. Comments of Viva Team

1. 2. 3. 4. 3

Certificate (on Academic Center Letter Head)

This is to certify that the Project titled _________________________________ is an academic work done by ________________________ submitted in the partial fulfillment of the requirement for the award of the Degree of Bachelor of Business Administration from BVU, SDE, Academic Study Center BVIMR, New Delhi. It has been completed under the guidance of Mr. /Ms. _______________ (Internal Guide) and Mr. / Ms. _______________ (Corporate Mentor). We are thankful to (Name of the Company) for having allowed our student to undergo project work training under the guidance of ___________________(Corporate Mentor).

Dr. Sachin S. Vernekar (Director)

Acknowledgement
I priya batra, sincerely thankful to all those people who have been giving me any kind of assistance in the making of this project report. I express my gratitude to Mrs.Preeti Wadhwa who has through her vast experience and knowledge has been able to guide me, both ably and successfully towards the completion of the project. I express my gratitude to bvp.I would hereby, make most of the opportunity by expressing my sincerest thanks to all my faculties whose teachings gave me conceptual understanding and clarity of comprehension, which ultimately made my job more easy. Credit also goes to all my friends whose encouragement kept me in good stead. Their continuous support has given me the strength and confidence to complete the project without any difficulty. Last of all but not the least I would like to acknowledge my gratitude to the respondents without whom this survey would have been incomplete

Preface
In its broadest sense project report is necessary to make the students of business school familiar with the industrial environment prevailing in the world. To be competitive and work aggressive, students need to know the policies, procedures and the trends going on in the present industrial world. The purpose and objective of this project report is to find out the main objective of the study is this project report has been painstakingly and thoroughly prepared to cover extensively various facets both micro as well as macro of the field of telecommunication marketing. Its coverage is broad and up to date and it is balanced in terms of concept and application. Since customers are the most important asset of any organization, there is increased emphasis on the need for understanding people in a manner to satisfy them through quality of services. The language of the presentation is highly communicative so that it becomes interesting and comprehensible. This project is intended for a wide audience. It will be useful to not only the students of management, marketing management and consumer behavior, but also to the people in any other field and management practitioners who want to understand and enrich their understanding of consumer trends & effectively manage their sales.

Index
Chapter 1 : Introduction About the Company (Formation, Vision, Mission,

Objectives, Functions, Organizational Structure, SWOT Analysis) Industry Analysis (Growth of Industry, Players in Industry) Chapter 2 : Research Methodology Statement of the Problem Objectives & Scope of Study Managerial usefulness of study Type of Research and research Design Data Collection Methods Limitations of Study Chapter 3 : Conceptual Discussion Review of Literature (Discussion about the work done by others on similar issues and published in articles/books etc) Current Issues (From Newspaper, Journals For Company and Industry) History and Developments of Company and Industry Chapter 4: Data Analysis Methods and techniques of data analysis (Questionnaire, Graphs, Statistical Methods, SPSS etc) Primary Data Analysis Secondary Data Analysis
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Chapter 5: Findings and Recommendation

COMPANY PROFILE
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group, has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, Indias largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand Bharti Tele-Ventures Bharti Tele-Ventures is one of India's leading private sector providers of telecommunications services based on an aggregate of 28,692627 customers as on September 30, 2006, consisting of 27,061,349 GSM mobile and 1,631,278 broadband & telephone customers.The businesses at Bharti Tele-Ventures have been structured into three individual strategic units (SBUs) 1. mobile services 2. broadband and telephone services (B&T) 3. enterprise services The Mobile services group provides GSM mobile services across India in 23 telecom circles, while B&T business group provides broadband & telephone services in 94 cities. 9

The Enterprise Services group has two sub-units carriers (long distance services) and services top corporates. All these services are provided under the Airtel brand. 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 firsts and innovations to its credit. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. Bharti is the leading cellular service provider, with a footprint in 16 states covering all four metros. It has over 12 million satisfied customers Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and exporter of world class telecom terminals under its 'Beetel' brand, Bharti has created a significant position for itself in the global telecommunications Ssector. Bharti Tele-Ventures is today acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has over 12 million customers across the length and breadth of India. While a joint venture with TeleTech Inc., USA marked Bhartis successful foray into the Customer Management Services business, Bharti Enterprises dynamic diversification has continued with the company venturing into telecom software development. Recently, Bharti has successfully launched an international venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA

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"What other operators have achieved in one to two years, Bharti has done in just over a month. In July 2002, one out of every two people buying a mobile across India chose AirTel. We are truly proud to be spearheading the mobile revolution in the country."

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, capitalefficient 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.

Board of Directors Audit Committee Human Resource (HR)/ Remuneration Committee ESOP Compensation Committee Investor Grievance Committee Memorandum of Association Article of Association Code Of Conduct

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Bharti Airtel Limited - Summary of Consolidated Financial Statements - represents Consolidated Statement of Income as per United States Generally Accepted Accounting Principles (US GAAP) (Amount in Rs. Cr, expert ratios) Particulars Total revenues EBITDA Cash profit from operations Income before income taxes Net income Quarter Ended Sept. 2008 Sept. 2007 Audited Audited 9,020 3,337 3,699 2,710 3,125 2,597 1,972 1,747 2,046 1,614 Y-o-Y Growth 42% 37% 20% 13% 27%

Operating Highlights (Figures in nos, except ratios) Particulars Unit Sept. 30, June 2008 2008 30, Q-on-Q Growth Sept. 2007 30, Y-on-Y Growth

Customers on our Network Mobile Services 000's 77,479 Tel-media Services 000's 2,509 Total 000's 79,989

69,384 2,394 71,777

12% 5% 11%

48,876 2,075 50,951

59% 21% 57%

Investor Relations Creating value for our customers, employees, investors, partners, vendors and the society at large lies at the root of our fundamental business strategy. Our core principles of trust and transparency have come a long way in helping us develop and nurture long-term relationships with our key stakeholders. Our performance exudes from our belief in and commitment to the telecom sector; and translates into creating innovative exciting opportunities for one and all. We are one of Indias leading providers of telecommunication services with a nationwide presence in all the 23 licensed jurisdictions (also known as Telecom Circles). We served an aggregate of 82,748,790 customers as of October 31, 2008; of whom 80,199,747 subscribe to our GSM services and 2,549,043 use our Telemedia Services either for voice and/or broadband access delivered through DSL. We are the largest wireless service provider in the country, based on the number of subscribers as of October 31, 2008. We also offer an integrated suite of telecom solutions to our enterprise customers, in addition to providing long distance connectivity both nationally and internationally. We have recently forayed into media by launching our DTH Services in October 2008. All these services are rendered under a unified brand Airtel. 12

Fact sheet Name Business Description Bharti Airtel Limited. Provides GSM mobile services in all the 23 telecom circles in India, and was the first private operator to have an all India presence. Provides tele-media services (fixed line and broadband services through DSL) in 95 cities in India. July 07, 1995, as a Public Limited Company Rs. 270,122 million (year ended March 31, 2008-Audited) Rs. 184,202 million (year ended March 31, 2007-Audited) As per Indian GAAP Accounts

Established Proportionate Revenue

Proportionate EBITDA

Rs. 114,018 million (year ended March 31, 2008 - Audited) Rs. 74,407 million (year ended March 31, 2007 - Audited) As per Indian GAAP Accounts

Shares in Issue Listings Market Capitalisation

1,898,101,604 as at September 30, 2008 The Stock Exchange, Mumbai (BSE) The National Stock Exchange of India Limited (NSE) Market (as on January 05, Capitalisation 2009) billion

Approx. Rs. 1,301 Closing BSE share price = Rs. 685.35 Customer Base Operational Network

80,199,747 GSM mobile and 2,549,043 Telemedia Customers (status as on October 31, 2008) Provides GSM mobile services in all the 23 telecom circles in India, and was the first private operator to have an all India presence. Provides telemedia services (fixed line) in 95 cities in India.

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1.1Board of Directors
The board of directors of the Company has an optimum mix of executive and nonexecutive directors, which consists of two executive and fourteen non-executive directors. The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an 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 management, which may affect the independence of the judgment 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. The composition of the Board is as under: 1. Sunil Bharti Mittal 2. Rajan Bharti Mittal 3. Akhil Gupta 4. Rakesh Bharti Mittal 5. Chua Sock Koong 6. N. Kumar 7. Kurt Hellstrom 8. Mauro Sentinelli 9. Paul OSullivan 10. Pulak Chandan Prasad 11. Bashir Abdulla Currimjee 12. Ajay Lal 13. Arun Bharat Ram 14. Manoj Kohli

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1.2 OUR BRAND

Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven to seize the day with an ambition to become the most globally admired telecom service. Airtel, in just ten years of operations, rose to the pinnacle of achievement. As India's leading telecommunications company Airtel brand has played the role as a major catalyst in India's reforms, contributing to its economic resurgence. Today we touch peoples lives with our Mobile services, Telemedia services, to connecting Indias leading 1000+ 15orporate. We also connect Indians living in USA, UK and Canada with our callhome service.

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1.3 VISION & MISSION

OUR VISION & PROMISES

By 2011 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses We at Airtel always 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 go out of our way to delight the customer with a little bit more MISSION Customer service focus Empowered employees Innovative services Cost efficiency

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1.4 OBJECTIVE OF THE STUDY To study the consumer trends in mobile operator sector. To study consumer decision-making & preferences. To study marketing strategies adopted by Airtel for its internet Connections. To study the level of customer satisfaction in Airtel for its internet connections. To study the market potential for its internet Connections. To study customer purchase decision behavior for its internet connections. To understand the needs of different consumer segments for its internet connections. Comparative study of different internet service providers companies.

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1.5 Organization Structure As an outcome of a restructuring exercise conducted within the company; a new integrated organizational structure has emerged; with realigned roles, responsibilities and reporting relationships of Bhartis key team players. With effect from March 01, 2006, this unified management structure of One Airtel' will enable continued improvement in the delivery of the Groups strategic vision.

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1.6 SWOT ANALYSIS OF AIRTEL STRENGTHS 1. 2. 3. 4. 5. 6. Strong Brand Image. Good Network Connectivity. Wide Network Coverage. Attractive Promotional Schemes. Good Value Added Services. Operating In 65 Countries With 157 Operators.

WEAKNESS 1. Perceived As An Expensive Brand. 2. Absence In The Rural And Interior Areas. OPPORTUNITY

1. Poor Network Connectivity of Its Competitors. 2. Large Chunk Of Dissatisfied Customer. 3. Though Being The 4th Entrant,They Are Oprating At 900 Frequencies. THREATS

1. Strong Visibility Of Competitors. 2. Sour Experience With Airtel By Few Can Lead To Bad Word Of Mouth. 3. Continous Improvement In Competitors Services.

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1.7 COMPANYS PLANS Prepaid Plans Rs 98 recharge for 1 month Post-paid Plan browser 899 Speed : Data transfer limit : surf 649 speed: data transfer limit : additional dsl usage charges : swift 1099 speed: data transfer limit :

512 kbps upto 8 gb and 256 kbps beyond 8 gb unlimited

1mbps 3 gb 20p/mb

1mbps upto 15gb and 256kbps beyond 15gb unlimited

impatience 749-one Airtel speed : 2mbps data transfer limit: 5 gb additional dsl usage charges: 20p/mb impatience 1299

speed: 2mbps upto 20 gb and 256kbps beyond 20gb data transfer limit: unlimited impatience 899 speed: 4mbps data transfer limit: 6gb additional dsl usage charges:10p/mb

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1.8 BUSINESS DIVISIONS MOBILE SERVICES:

Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers. AIRTEL TELEMEDIA SERVICES:

The group offers high speed broadband internet with a best in class network. With Landline services in 94 cities we help you stay in touch with your friends & family and the world. ENTERPRISE SERVICES

The group focuses on delivering telecommunications services as an integrated offering including mobile, broadband & telephone, national and international long distance and data connectivity services to corporate, small and medium scale enterprises ENTERPRICE SERVICES (CARRIER SERVICES)

The Company compliments its mobile and broadband & telephone services with national and international long distance services. It has over 35,016 route kilometers of optic fibre on its national long distance network. For international connectivity to east, it has a submarine cable landing station at. For international connectivity to the west, the Company is a member of the South East Asia-Middle East-Western Europe 4 (SEAME-WE-4) consortium along with 15 other global telecom operators. BROADBRAND & INTERNET Broadband Advantage

Now experience the internet in a new way with Airtel Broadband. It is powered by DSL technology which gives you blazing-fast; secure Internet access as soon as you switch on your computer. We give you the power of limitless discovery on Internet from shopping to banking, paying bills to making new friends and not to mention endless fun & learning for children. 21

-Switch today to airtel Broadband! Why wait to connect

With Airtel Broadband, the internet is always ON, always available! No more waiting for dial-up to connect. You are ready to use the internet as soon as you switch on your computer. Power Surfing

With speed of up to 2Mbps, feel the excitement of doing more on Internet. Shop, download MP3, exchange heavy files and chat at an enviable speed, all thanks to an extensive Broadband Services infrastructure. No more disconnections in the middle of download. Surf while you talk!

No more missed calls or blocked telephone lines while using the internet. Airtel Broadband Services connection does not block existing telephone lines and allows one family member to use the phone while another member surfs the net. No more missed calls and no more fight! Robust installation

Our world class infrastructure & end-to-end digital network of underground copper cable lines ensure an extremely robust connection that eliminates the risk of damage. Superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet. 24x7 customer support

We are just an email or a phone call away. Round-the-clock, 365 days a year! To help us serve you even better, we look forward to your feedback. Your suggestions for improvement, brickbats and even an occasional bouquet, will only help us realize our promise! Click here for the Airtel Broadband Services Helpline number in your City.

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Hot and Happening Speed On Demand

With our innovative service, you can enjoy a dedicated speed of up to 2 Mbps without having to change your subscription plan. Whats more, you only pay for what you use. With a view to simplify the process for our customers, we have set up a fully automated online process that delivers bandwidth upgradation as and when required.

Key benefits of Speed On Demand

Upgrade to higher bandwidth instantly No need to change your tariff plan Pay only as much as you use Entertainment On Airtel Choose your style. Now even for your homepage Unlimited games on demand @ Rs.99 per month. Experience Wiz kid on Airtel.. Just log-in with your Airtel Broadband ID and unleash great music at great prices. Airtel brings you a wide range of high-quality and exciting games in alliance with India games. Just login with your Airtel Broadband ID and start playing.

Reach Airtel Our aim is to help you as quickly and as efficiently as possible at first point of contact. In this section you'll find an opportunity to email us directly, useful telephone numbers, quick links to store locations, payment centers and much more. Customer Support

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As an Airtel customer you have the convenience to access our 24-hr customer service number from any part of India, from your Airtel phone. What's more, you can access us from your landline too. Payment Centres Choose from a host of convenient payment options only with Airtel. Walk into any Airtel relationship centre and make your payment by cash or credit card. Drop a cheque at any of our conveniently located cheque drop boxes. Airtel Relationship Centres Need to get yourself a new Airtel connection, subscribe to any of our value added services and get more information on them, pay your bill or get a new handset? Visit the nearest Airtel Relationship Centre. Technology Airtel Broadband is powered by DSL technology

DSL provides blazing-fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right through a regular telephone line, data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. Instant Access

Digital Subscriber Line (DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analogue phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download, will now take just seconds or minutes. Experience Multimedia

With DSL Internet Service you can download graphics-heavy files, large documents, software, photos, email attachments, and more, instantly. It's perfect for real-time interactive multimedia, broadcast quality video, distance learning, and video-on-demand. And because DSL Internet Service sends data and voice over the same line, you can talk on the phone while you are online. Never Wait!

It's also a service that you don't have to dial into. Just turn on your PC, open a browser, and you're ready to surf. (No more hearing those annoying beeps and tones, then waiting to be connected. You're always connected whenever you wish to!). Beyond Internet access, DSL also has the ability to carry additional phone lines and entertainment services 24

using the same pair of wires. High-speed Internet access through DSL, changes your Internet experience perceptibly.

Services Video Surveillance Solutions Control your business. 24x7

Now you can observe your office, warehouse, shop and staff from your PC from anywhere and at all times, with the Video Surveillance Solution. BusinessLive@24X7 With BusinessLive@24X7, it's like being there! 24 hours a day, 365 days a year. BusinessLive@24X7 is a PC based multi-channel system that utilises the most advanced digital video compression technologies to bring you the highest still picture quality and video clarity. It is a custom-made, remote, digital Video Surveillance Solution, that will let you keep an eye from your office or home on what is going on at a specific location. It ensures safety and peace of mind along with quality service, technical warranty and maintenance. Unmatched features empowering businesses Virtual Control Even when you are away from your premises, you can observe, record and be in control. BusinessLive@24X7 makes multiple viewing possible. While you are travelling, you can see your business run smoothly from a distance 16 Videos on One Screen Click on different display mode icons and monitor live! Activate the built-in switcher and have different cameras display sequentially, one after the other, as per your time setting, in single or multiple windows. Monitor multiple sites with multiple cameras, simultaneously. Digital Video Playback Use your PC like a digital video player to playback the recorded video or browse frame by frame. And just in case you want to review something before the recording is over, you can! Your recording will continue, virtually uninterrupted. You can playback one camera at a time, or even multiple cameras (up to 4). 25

 Secure and Reliable BusinessLive@24X7 is completely network ready and you can set up all levels of passwords and access within the network or use the two-level, multiple-user password protection Give yourself the advantage You will be delighted to know that adding these huge benefits to your business does not mean huge costs. All you need is our Video Surveillance Solution that comes at a surprisingly low investment.

In Touch Create and share your precious moments with your loved ones with In Touch. In Touch is more fun and personal than email or voicemail. Its a great way to reach out to your loved ones who are far away. What is In Touch? In Touch is a great way to stay connected. It is an easy-to-use personal communications service that connects you with your friends and family, using a PC or a TV and a Broadband (high speed) Internet connection. What can I do with In Touch? Video Message & Audio Message After years of using e-mail, finally, heres a really unique way to communicate with friends, family & even colleagues using In Touch services. Our service allows you to create, review, send & receive video messages. It also allows you to create, review, send & receive Audio messages Video Call & Voice Call Enjoy full motion video and voice telephony with a service, thats as simple to use as your phone. Our service allows you to make or receive Video/Voice Calls to In Touch users quickly and easily. Video Postcard TM Here's a really unique way to communicate with family, friends, business associates & colleagues, even if they're not In Touch subscribers. Our service allows you to

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create, review and send a Video Post Card TM to any valid e-mail Id. They get an email that links to your Video Post Card TM recorded in full motion video and sound. Security An important feature of the In Touch system is the security of your communications. Our secure network ensures that your profile information remains completely confidential. In Touch will not publish your name in any directory (online or print). You can receive messages or calls from family and friends only. In Touch does not offer the option to find-a-friend (common among many community solutions) as this has proven to be a source of abuse and spam. Requirement you must be a registered member to use this service.

Tariffs

Experience a Broadband life and discover endless possibilities. Download your favorite songs, play exclusive games, send or receive large documents photos as email attachments on a lightening fast, secure & reliable Internet connection. With Airtels high speed Broadband, enjoy superior way to access rich information of internet with enough fun & learning for everyone. To find out the Airtel broadband & internet tariffs available in your city, please select your location from the drop-down. Broadband internet definition as per the TRAI -Always on connection with minimum download speed of 256 kbps.

Wi-Fi

What is Wi-Fi? Wife is a wireless technology brand by the Wi-Fi Alliance that gives you a host of fantastic advantages ranging from reliability to security. The simple installation procedure gives you access to unsurpassed performance instantly. Common applications for Wife include Internet and VoIP phone access, gaming, and network connectivity for consumer electronics such as televisions, DVD players, and digital cameras. Just like cell phones, televisions and radios, the wireless network also uses radio waves. Wireless technology is clearly the future of networking.

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RESEARCH METHODOLOGY
2.1 Objective of study: This Survey is designed to bring about a sharp understanding of the market potential for telecommunication products. The corporate support to different brands. The study is made to assess and access the consumer desire from versatile angles leading to skim out the potentially of market strengthening airtel action plan meeting future target not only this much but it also makes a gesture to assess the current to rest competitors of telecommunication. Following are the main objective to study about the customer satisfaction on Airtel. To assess the potentiality of respondent as future target customer for its internet connections. To study the company profile of airtel for its internet connections. To study customer satisfaction of airtel for its internet connections. To study various Marketing activities provided by airtel for its internet connections. To study the various services provided by airtel for its internet connections.

To know the expectation of airtel Customers for its internet connections.

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 To study the impact of attributes like price quality of connectivity and services
etc. for preferring a particular brand for its internet connections. To study the level of customer satisfaction among users of Airtel connection with special reference to internet connections. 2.2 Benefits of study : There are many benefits related to take this study. Some of the benefits of taking this study are as follows: By analyzing this information, the company would be able to better design schemes & services & target right prospects needs & wants. More people will get aware about Vodafone that will increase profit level of airtel. This study will help to identify the behaviour of consumer when there are no offers & schemes from airtel.

2.3 Research Methodology Initially the topic of work upon was decided and basing on which certain imitative to minimize the gap between planning and achievement was taken. Finally a questionnaire was framed in such a fashion focusing certain most important points. (a) (c) (d) (e) Large no. of customer. Quality of coverage for existing outlet. Total no. of existing broadband user and their level of satisfaction. Availability of basic amenities in a particular city .

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(f)

Finally assessing the exact living standard of the people in a

particular city. 2.3.1 Research design : The research design in this project is Exploratory

research design 2.3.2 Sources of Data Collection:Basically there are two types of data i.e. secondary and primary: Primary Data Collection:Primary data has been collected through the use of questionnaire technique. Secondary Data Collection: It has been collected from internal as well as external sources 1) Internal Source: Various internal sources like books & magazines on mobile connecions, airtel reports etc. 2) External Sources: Libraries, trade publications, literatures, etc are some important sources of external data. In this our survey teams have used primary data for the core purpose of the project and this primary data has been gathered by survey method. We have also used secondary data to know the background of the company as mentioned In Biblography.

2.3.3 SAMPLING Sampling unit: For this, youngsters, businessmen, and housewives, employees are selected to conduct survey and to measure satisfaction level. The survey was restricted to residents of Ashok Vihar for convenience purposes.

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 Sample Size: Sample size means limited numbers of respondents covered under the research study from a population and they have taken a survey of 50 respondents to know the satisfaction level of customer. Sampling Type Non probability Convenience sampling

2.6 LIMITATIONS

No project is without limitations and it becomes essential to figure out the various constraints that we underwent during the study. The following points in this direction would add to our total deliberations:-

1. During the study, on many occasions the respondent groups gave us a cold shoulder. 2. The respondents from whom primary data was gathered any times displayed complete ignorance about the complete branded range, which was being studied. 3. Lack of time is the basic limitation in the project. 4. Money played a vital factor in the whole project duration. 5. Lack of proper information and experience due to short period of time. 6. Small sample size

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CONCEPTUAL DISCUSSION

A. Basic concepts What is customer satisfaction: Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

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Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured

B. CURRENT SITUATION IN MARKET Market Share of Major Mobile Operators (%) Mobile Operators Bharti Airtel Reliance Communication Vodafone Essar BSNL Idea Cellular Tata Teleservices Others Market Share 24.96 18.22 17.76 12.19 9.88 9.54 7.45

Highlights for Second Quarter ended September 30, 2008 Overall customer base at 7.99 crore. Highest ever-net addition of 82.11 lakh customers in a single quarter. Market leader with a market share of all India wireless subscribers at 24.6%. Total Revenues of Rs. 9,020 crore (up 42% Y-o-Y). EBITDA of Rs. 3,699 crore (up 37% Y-o-Y). Cash Profit of Rs. 3,125 crore (up 20% Y-o-Y). Net Income of Rs. 2,046 crore (up 27% Y-o-Y).

New Delhi, India, October 31, 2008: Bharti Airtel Limited (Bharti Airtel or the company) today announced its audited US GAAP results for the second quarter and half year ended September 30, 2008. It has once again maintained its strong growth momentum. The consolidated total revenues for the quarter ended September 30, 2008 of Rs.9,020 crore grew by 42% and EBITDA of Rs. 3,699 crore grew by 37% on a year on year basis. 33

The net income for the quarter ended September 30, 2008 was Rs. 2,046 crore, a growth of 27% over last year. Bharti had 7.99 Cr subscribers, as on September 30, 2008, an increase in the total subscriber base of 57% over the corresponding period last year and maintained its leadership position through an improved market share of all India wireless subscribers at 24.6% as on September 30, 2008, up from 23.4% corresponding to the same period of last year. Commenting on the results and performance, Mr. Sunil Bharti Mittal, Chairman & Managing Director, Bharti Airtel Limited, said With record customer additions every month, Airtel continues to consolidate its leadership position in the market. The successful launch of DTH service has provided another opportunity to the brand to strengthen its connect with the customers, while generating a new revenue stream. 3.4 Companys Current Situation Bharti Airtel is one of Indias leading providers of telecommunication services with a nationwide presence in all the 23 licensed jurisdictions (also known as Telecom Circles). We served an aggregate of 82,748,790 customers as of October 31, 2008; of whom 80,199,747 subscribe to our GSM services and 2,549,043 use our Telemedia Services either for voice and/or broadband access delivered through DSL. We also offer an integrated suite of telecom solutions to our enterprise customers, in addition to providing long distance connectivity both nationally and internationally. We have recently forayed into media by launching our DTH Services in October 2008. All these services are rendered under a unified brand Airtel . The company also deploys, owns and manages passive infrastructure pertaining to telecom operations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of Indus Towers Limited. Bharti Infratel and Indus Towers are the two top providers of passive infrastructure services in India Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE) Partners The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also 34

has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis. Shares The equity shares of Bharti Airtel are currently listed on National Stock Exchange of India Limited (NSE) and The Stock Exchange, Mumbai, (BSE). Bharti Airtel offered 185,336,700 equity shares in the initial public offering (IPO) and raised Rs 8,340.15 million through this process. The shares were over subscribed 2.56 times. With this IPO, Bharti Airtel established certain important landmarks in the history of the Indian capital market. Together with being the first 100% book building process that this country has seen, the listing was completed within a record time of ten working days. of the close of the issue. Moreover the process of allotment and issue of shares was also completed within one day of the last day of pay-in. The book running lead managers for the IPO were JM Morgan Stanley and DSP Merrill Lynch and the registrars to the issue was Karvy Consultants Limited.

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3.5 MILESTONE OF COMPANY 1. Mobile phone operator, Bharti Airtel, became the first Indian telecom company to serve 50 million customers last month, and is now the worlds tenth largest wireless carrier. 2. Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100 million subscribers by 2010, according to company executives. 3. 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 per cent of the Indian population, said Bharti Airtel president and CEO, Manoj Kohli, at a news conference this week. 4. Bharti Airtel, Indias 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 this landmark in a single country - within 143 months of start of operations. The 50 million customer base covers mobile as well as broadband & telephone customers. 5. Commenting on this major global landmark, Mr. Akhil Gupta, Joint Managing Director, aBharti 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 vision 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 highlights 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. 36

6. Bharti Airtel crossed the 10 million customer mark in November 2004. In July last year, it crossed the 25 million customer mark. 7. The company added the next 25 million customers in just 14 months. This is amongst the fastest rate of customer additions by any telecom company in the world.

3.6 Awards and Recognitions August 7, 2008: Bharti Airtel adjudged the 'Best Cellular Service Provider' and 'Best Broadband Service Provider' at the 2008 V&D 100 Awards. July 11, 2008: Bharti Airtel Limited voted as India 's most innovative company , in a survey conducted by The Wall Street Journal . Bharti Airtel was ranked as the most innovative in responding to customer needs in a survey conducted to determine Asia 's 200 most-admired companies. June 13, 2008: Sunil Bharti Mittal received U.S.-India Business Council's 'Global Vision' Award . The prestigious award recognizes his entrepreneurial zeal and contribution to Indian business. June 11, 2008: Airtel voted the 2nd Most Trusted Service Brand in the Annual Economic Times-Brand Equity, Most Trusted Brands survey June 2008: Airtel wins the Platinum Trusted Brand Award in the Mobile Service provider category in the Reader's Digest Asia Trusted Brands Survey . May 26, 2008: Airtel was honoured with the prestigious 'Wireless Service Provider of the Year' award at the 2008 Frost & Sullivan Asia Pacific ICT Awards. April 17, 2008: Bharti Airtel had the distinction of being amongst 20 companies worldwide and the only one in India , to be honoured with the 'Gallup Great Workplace Award'.

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 April 8, 2008: Airtel adjudged as the 'Best Carrier India' at the Telecom Asia Award 2008 . The Telecom Asia Awards, constituted by the Telecom Asia magazine, seek to recognize outstanding performances of companies and individuals in the Asian telecommunication industry based on criteria such as financials, market standing, technology and corporate governance.

Suggestions No. of respondents

Yes 93

No 7

Data analysis & interpretation

Q1) Do you have a internet connection? Purpose: The main purpose of this question is to know how many respondents use internet connection.

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Interpretation: 93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone.

Suggestions No. of respondents

Yes 95

No 5

Q2) Are you aware about broadbrand services? Purpose: The main purpose behind this question is to know about the awareness of respondents regarding different broadbrand services and also to know about which operators service they use.

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Interpretation: 95% of the respondents are aware about broadbrand services while 5% are not aware.

Which operators service do you use? Operators service name airtel vodafone Idea Reliance BSNL No. of respondents 54 18 10 13 10

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Tata Indicom

Interpretation: Major respondents using broadbrand are enjoying airtel services. 18% of the respondents use vodafone, 10% respondents use Idea while 13%, 3% and 2% respondents use Reliance, BSNL and Tata Indicom respectively.

Q3) Are you aware about airtel? 41

Purpose: The purpose behind this question is to know about the awareness of airtel among all the respondents.

Suggestions No. of respondents

Yes 100

No 0

Interpretation: Here 100% of respondents are aware about airtel Services.

Q4) From which source you came to know about airtel? Purpose: 42

The purpose behind this question is to know from which source the respondents came to know about airtel. Sources Advertisements Hoardings Newspapers Mouth Publicity No. of respondents 36 29 20 15

Interpretation: 36% of the respondents are aware about airtel through Advertisements, 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.

Q5) Since how long you are using airtel broadbrand Services? Purpose: 43

The purpose behind this question is to know about the usage time of airtel customers i.e. since how long they are using airtel broadbrand services.

Time period Less than 1 month 2-6 months 6-12 months More than 1 year

No. of respondents 14 22 25 39

Interpretation: Major Respondents using airtel are old customers. 39% of the respondents use airtel services from past more than 1 year while the lowest is 14% respondents using airtel services less than 1 month.

Q6) Which of the following services do you use of Airtel broadbrand? Purpose: 44

The purpose behind this question is to know which services do the airtel customer use, Pre-Paid or Post-Paid. Services Pre-Paid Post-paid No. of respondents 16 84

Interpretation: 84% of the respondents use post-paid services while only 16% of the respondents use pre-paid services.

Q7) Rate the following on the basis of your satisfaction.

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Services Network

Excellent 31

Very Good 29 14

Fairly Good 17 27

Average 7 33

Poor 3 10

New schemes and 3 offers Customer Care Value Services Network: Purpose: 6

32 24

29 29

15 19

5 6

Added 9

The purpose of this analysis is to know the perspective of the customers of airtel regarding network service. Service Network Excellent 36 Very Good 33 Fairly Good 20 Average 8 Poor 3

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Interpretation: Here major respondents are satisfy with the network coverage. 36% of the respondents are rate the airtels network excellent, 33% rate it very good, 20% rate it farely good while 8% and 3% rate it average and poor.

New Schemes and Offers: Purpose: The main purpose of this analysis is to the respondents perspective related to the new schemes and offers provided by airtel. Service New Excellent schemes 3 Very Good 16 Fairly Good 31 Average 38 Poor 12

and offers

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Interpretation: Here major respondents are not much satisfied with new schemes and offers of airtel. 38% respondents rate new schemes and offers as average, 31% respondents rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and excellent respectively.

Customer Care: Purpose: The main purpose of this analysis is to know about the satisfaction of customer care service provided by airtel to their customers. Service Customer Care Excellent 6 Very Good 32 Fairly Good 29 Average 15 Poor 5

Interpretation: Customer care service of airtel is better compared to some of the other services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it as average, and 6% and 7% rate it as poor and excellent respectively.

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Value Added Services: Purpose: The purpose behind this analysis is to know about the perception of airtel customers regarding Value Added Services. Service Value Services Excellent Added 10 Very Good 28 Fairly Good 33 Average 22 Poor 7

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Interpretation: Value added services of airtel are quite feasible as compared to some of the other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate it as average while 10% and 7% rate it as excellent and poor respectively.

Q8) Why you are not using airtel broadband Services? Purpose: The purpose of this question is to know why other respondents do not use airtel services. Reasons Lack of awareness High Prices Poor Services Poor Network No. of respondents 16 46 23 15

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Suggestions No. of respondents

Yes 90

No 10

Interpretation: 46 dont use airtel services because of high prices. 23 respondents dont use airtel services because of poor services while 31 respondents each dont use airtel services because of lack of awareness and poor network.

Q9) Would you like to recommend airtel to others? Purpose: The purpose of this question is to know the recommendations of the respondents towards airtel, whether they would like to recommend the airtel services to others or not.

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Interpretation: 90% of the airtel customers would like to recommend airtel services to others while 10% of the airtel Customers wont recommend to others.

Age analysis: Purpose: The main purpose of this analysis is to know how many respondents belong to a particular age of group. Age Respondents Below 18 5 18-25 62 26-50 26 51 or above 7

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Interpretation: Major respondents are youngsters i.e. 62% of the respondents belong to age group of 1825, 26% respondents belong to age group of 26-50, 7% of respondents belong to 51 or above age group while only 5% of the respondents belong to age group of below 18 years

conclusion
With this the researcher comes to the conclusion part of the research report. It was a wonderful experience, although it was not an easy task collecting information in the competitive market of telecom & broadband services. But taking up the challenge itself was very interesting. 53

It is clear from the analysis airtel cellular is much better than other telecom due to the survey according to the customer of living standard of high people and lower people.

By the survey I have found that there are many company but and many competitors in market but no any one defeat the airtel.

Many activity of Airtel as tariff plan, Recharge, there activity customer satisfaction and prove all the best of other telecom.

LIMITATIONS
. There are different reason in the different to markets for not using the airtel. The limitation's which was found by me are as under. 1. Lack of proper advertisement and hoarding airtel are firstly emphasizing on the urban area & developed markets only. 2. Lack of tower's of the airtel cellular in many places. 54

3. 4.

Lack of regular visit is the small markets. Lack of information provided by the company to the rural area people.

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FINDINGS & RECOMMENDATIONS

Findings 93% of the respondents are have a mobile phone while 7% of the respondents do not have a broandband. 100% of the respondents are aware about broadband services. 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use Reliance, BSNL and Tata Indicom respectively. 100% of respondents are aware about Airtel Services.

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36% of the respondents are aware about Airtel through Advertisements, 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.

39% of the respondents use Airtel services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.

84% of the respondents use post-paid services while only 16% of the respondents use pre-paid services in internet.

87% of the respondent calls at customer care while 13% respondents do not call at customer care.

5 respondents among the total no. of respondents dont use Airtel services because of high prices. 3 respondents dont use Airtel services because of poor services while 2 respondents each dont use Airtel services because of lack of awareness and poor network.

90% of the Airtel customers would like to recommend Airtel services to others while 10% of the Airtel Customers wont recommend to others.

RECOMMENDATIONS

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Airtel

is the growing and big competitive industries, today in

telecommunication & broadband sector there are many company, like BSNL, vodafone, Reliance and now idea & TATA has also launched his service TATA Indicom, so, airtel has to face many competition in the market in the case of sales promotion activities in telecom with special reference to airtel, so, airtel has improve thee tower in the Rural area also I want to recommended to airtel to established there tower as fast as they can do so, airtel is a big and stable company so they have to improve themselves as a good telecom service provider.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

WEBSITES & SEARCH ENGINE

www.airtel.in www.yahoo.com www.google.com www.bhartiteleventures.com

BOOKS
Marketing Management Philip Kotler Research Methodology

REFRENCES AIRTELs reports Books & magazine on mobile communication

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ANNEXURE

61

QUESTIONNAIRE

I Priya Batra a final year student of, BVUSDE presently pursuing MBA (Marketing) . I have prepared the following questionnaire for the completion of my summer project. I promise that all the answer provided by you wont be made public. This questionnaire is purely for educational purpose. BHARTI AIRTEL,

Name: ________________________________________________ Age: ________ Occupation ____________________________

Address:________________________________________________________________ _____________________________________________________ Phone No. ________________

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QUESTIONNAIRE

Q1) Do you have a internet connection? o Yes o No Q2) Are you aware about broadband service? o Yes o No If yes, then which operators Service do you use? o Vodafone o Airtel o Idea o Reliance o BSNL o Tata Indicom (Multi-choice)

Q3) Are you aware about Airtel broadabnd? o Yes o No Q4) From which source you came to know about airtel? o Advertisement o Hoardings o Newspapers o Mouth Publicity 63 (Multi-choice)

Q5) Since how long you are using Airtel broadband services? o Less than 1 month o 2-6 months o 6-12 months o More than 1 year

Q6) Which of the following plan do you use of broadband? o Pre-paid o Post-paid

Q7) Rate the following services on the basis of your satisfaction. Services Network New schemes and offers Customer Care Recharge outlets Value Added Services Excellent Very Good Fairly good Average Poor

Q8) What makes you unaware about airtel? o Less Advertisements o Less Publicity o Others (If others then mention ________________________) Q9) Why you are not using airtel broadband services? o Lack of awareness o High Prices o Poor Services o Poor network s Q10) Would you like to recommend airtel to others? 64 (Multi-choice)

o Yes o No Q11) Give your suggestions to help in serve you better. ________________________________________________________________________ ________________________________________________________________________ ____________________________________

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