CUSTOMER ACQUISITION & RETENTION OF AIRTEL CUSTOMERS IN PATNA

Submitted in the Partial Fulfilment of the Requirement of the Course Of PGDM (2009-2011)
.

Submitted To: Prof. P.K. Agarwal (Director)

Submitted by: AJEET KUMAR SINGH ROLLS NO: MO9002

IIMT PROFESSIONAL COLLEGE

IIMT Nagar, Ganga Nagar, Mawana Road, Meerut 250001 Ph: 91-121-2626284, 2620287, Fax: 91-121-2649606, 2621006 Email: directorprofessionaliimt@gmail.com; Web Site: www.iimtindia.net

COMPANY CERTIFICATE

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DECLARATION
I, AJIT KUMAR SINGH, hereby declare that the project entitled CUSTOMER ACQUISITION & RETENTION OF AIRTEL CUSTOMER IN PATNA is my original work, done by me. Now it is an asset of IIMT PROFESSIONAL COLLEGE, Meerut All the rights for using this project report lie with the institute. Unauthorized copying, hiring, broadcasting, or rental of this project without permission from the institute will be considered illegal.

DATE:

AJIT KUMAR SINGH

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ACKNOWLEDGEMENT

Presenting a Summer Training project of this type is an arduous task, demanding a lot of time. I cannot in full measure reciprocate the kindness shown and contribution made by various persons in this endeavour. I will remember all of them with gratitude. My sincere thanks towards Mr. ANAND PRIYA ASM -Airtel, PATNA), for giving me a chance to take this project and for her valuable guidance, which helped me on all those points, which I needed to include in, with full intensity , for his significant support extended for the successful completion of the project I am extremely gratified to Mr. RAHUL SINGH (T.L., Airtel), who was extremely helpful in offering his professional expertise and bestowing me practical knowledge in all spheres related to the whole organization working. I am very grateful to my Director Dr. P.K AGARWAL and all faculty members, especially MR. PRADEEP KUMAR for their excellent guidance in the completion of my project work

DATE:

AJIT KUMAR SINGH

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PREFACE
It Is a thing of massive gratification for me to prsent this Sumer Training Project Report on the topic Customer Acquisition & rtention of Airtel Customer in Patna completed in an unrivaled organisation AIRTEL, In PATNA'. Mobile telephony adoption is on the rise and recent technological innovations have dramatically enhanced the capabilities of the wireless telephone. Leveraging the power of these new capabilities, various business sectors are working together to offer a wide array of services. Each sector is looking for the next "killer application," yet we are still learning about people's information and communication needs while "on the go." The goal of this two-months training is to bring together an international group of 5-8 practitioners and researchers from various sectors of the mobile communications industry. We will discuss the following topic areas and, prior to the workshop; invite participants to identify specific issues that they feel are particularly relevant and timely. I myself have for a long time deeply interested in studying consumer trends & behaviour towards mobile industry. I know that even in the areas in which I have a little knowledge, I do not know enough. There are new tasks in these areas for which I am not yet equipped with tested, proven approaches and tools. New areas of challenge and new technology problems has arisen, where I have done 7 little work so far and where I have so far only ignorance rather than even a modicum of knowledge. This project attempts to identify and define areas related to consumer behaviour regarding new connection services. It also attempts to develop at least first approach. DATE: v AJIT KUMAR SINGH

EXECUTIVE SUMMARY
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. 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 15 states covering all four metros and more than 7 million satisfied customers Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: Lower tariffs and handset prices over time; Growth in pre-paid customer category; Greater economic growth and continued development of India's economy; Higher quality mobile networks and services; and Greater variety and usage of value added services

The project is based on the study of consumer trends, behaviour, preferences and level of satisfaction in Airtel communication Ltd. The study was conducted in Patna with sample size of 100 and sample units were suppliers and Consumer of mobile connection

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TABLE OF CONTENTS

PARTICULAR
DECLARATION ACKNOWLEDGEMENT PREFACE EXECUTIVE SUMMARY CHAPTER I INTRODUCTION CHAPTER II COMPANY PROFILE ORGANIZATIONAL STRUCTURE SWOT ANALYSIS BUSINESS & MARKETING STRATEGIES COMPANY PLANS. CHAPTER III

PAGE NO
(IV) (V) (VI) (VII)

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16-36

RESEARCH METHODOLOGY
OBJECTIVES OF THE STUDY RESEARCH DESIGN COLLECTION OF DATA PRIMARY DATA SECONDARY DATA CHAPTER IV DATA ANALYSIS AND INTERPRETATION CHAPTER V

37-41

42-55

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FINDINGS CHAPTER VI LIMITATION CHAPTER VII CONCLUSION CHAPTER VI RECOMMENDATIONS & SUGGESTIONS CHAPTER VII o BIBLIOGRAPHY
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58-59

60-61

62-64

65-66 67-71

QUESTIONNAIRE

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INTRODUCTION

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INTRODUCTION
This is project of customer acquisition & retention of Airtel customer in Patna During this whole training i got a lot of expererience and came to know about management practice in real that how it differ from those the theoretical knowledge And practically in real life. In today globalize world cut-throat competition is prevailing in the market, Theoretical knowledge is not sufficient. Beside this one need to have practical knowledge, which would help in his/her carrier activities and it is true Experience is the best teacher

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LITERATURE REVIEW

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A key factor for the growth of any business is the acquisition of new customers and the retention of existing clients. While customer acquisition is a key goal, it poses challenges, including potentially high marketing costs and efforts needed to close a sale. For most businesses, the primary means of growth involves the acquisition of new customers. This could involve finding customers who previously were not aware of your product, were not candidates for purchasing your product, or customers who in the past have bought from your competitors. Some of these customers might have been your customers previously, which could be an advantage (more data might be available about them) or a disadvantage (they might have switched as a result of poor service). In any case, data mining can often help segment these prospective customers and increase the response rates that an acquisition marketing campaign can achieve.

Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A companys ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace. Customer retention is more than giving the customer what they expect; its about exceeding their expectations so that they become loyal advocates for your brand. Creating customer loyalty puts customer value rather than maximizing profits and shareholder value at the centre of business strategy The key differentiator in a competitive environment is more often than not the delivery of a consistently high standard of customer service.

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TELECOM HISTORY SINCE 1842 TILL NOW

With the dramatic changes in interpersonal communication over the past decade, Internet messaging has emerged as the primary medium for transferring information quickly, inexpensively, and reliably. However, the growing popularity of wireless telephones has added another dimension to the communications equationmobility. As more Indians rely on cellular communication, this market is expected to see explosive growth over the forecast period. Lets have a review of telecommunication History:-

TELECOM HISTORY
1842: Wireless by conduction 1843: Early electromagnetic research, wireless by induction 1865: Induction and Dr. Loomis Early radio discoveries 1879: D.E. Hughes and the first radio-telephone reception 1880: The photo phone and the first voice radio-telephone call 1880 to 1900: Radio development begins in earnest 1910: The first car-telephone 1924: The first car-mounted radio-telephone 1937: Early conventional radio-telephone development

The modern era begins 1946: The first commercial American radio-telephone service
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1947: Cellular systems first discussed 1948: The first automatic radio telephone service 1969: The first cellular radio system 1973: The Father of the cell phone 1978: First generation analog cellular systems begin 1980: Growth of Japanese cellular development 1981: NMT -- the first multinational cellular system 1982: The rise of GSM 1990: North America goes digital: IS-54

Prehistory (Birth to Bell Labs, 1924)

While puzzling over the mysteries of radio, many inventors worked concurrently on power generation, telegraphs, lighting, and later, telephone. The thorough understanding of electricity required to produce a reliable, practical radio system took a long time and happened in different phases.

In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science that could help generate electrical power and, if fully understood and applied, usher in the era of telecommunication.

Michael Faraday - 1791 to 1867

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In 1821 Michael Faraday reversed Oberstars experiment and in so doing discovered induction. This helped him build the world's first electricity generator. He worked on different electrical problems in the next ten years, eventually publishing his results on induction in 1831.

Joseph Henry - 1797 to 1878

In 1830 the great American scientist Professor Joseph Henry transmitted the first practical electrical signal; showing that electromagnetism could do more than just create current or pick up heavy weights -- it could communicate. In a stunning demonstration in his Albany Academy classroom, Henry created the forerunner of the telegraph. While Henry did not pursue electrical signalling, he did help someone who did. And that man was Samuel Finley Breese Morse.

Samuel Morse - 1791 to 1872

In 1837 Samuel Morse invented the first practical telegraph, applied for its patent in 1838 and was finally granted it in 1848. Joseph Henry helped Morse build a telegraph relay or repeater that allowed long distance operation. The telegraph brought the country closer and eventually the world. Morse also experimented with wireless, not by passing signals though the atmosphere but through the earth and water. Without a cable.

Wireless by conduction
On October 18, 1842, Morse laid wires between Governor's Island and

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Castle Garden, New York, a distance of about a mile. Part of that circuit was under water. But before he could complete this demonstration a passing ship pulled up his cable, ending it seemed, his experiment. Undaunted, Morse proceeded without the cable, passing his telegraph signals through the water itself. This is wireless by conduction.

Over the next thirty years most inventors and developers concentrated on wire line telegraphy, that is, conventional telegraphy carried over wires suspended on poles. Few tinkered exclusively with wireless since a basic radio theory had not yet been worked out. Telegraphy, however, did produce a good understanding of wireless by induction since wires ran parallel to each other and often induced rogue currents into other lines.

Early electromagnetic research

In 1843 Faraday began intensive research into whether space could conduct electricity. In 1864 Maxwell released his paper "Dynamical Theory of the Electromagnetic Field" which concluded that light, electricity and magnetism were all related and that all electromagnetic phenomena travelled in waves.

Induction and Dr. Loomis

In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first person to communicate through wireless via the atmosphere. Between 1866 and 1873 he transmitted telegraphic messages at a distance of 18 miles. At one location he even

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flew a metal-framed kite on a metal wire, perhaps taking inspiration from Benjamin Franklin. At another location a similar kite picked up these signals and noted them with a galvanometer.

Early radio discoveries

Maxwell's 1864 conclusions were distributed around the world and created a sensation. But it was not until 1888 that Professor Heinrich Hertz of Bonn, Germany, could produce and detect radio waves consistently and reliably. On November 22, 1875, while working on acoustical telegraphy, a science close to telephony, Thomas Alva Edison noticed unusual looking electro-magnetic sparks. D.E. Hughes and the first radio-telephone reception From 1879 to 1886, London-born David Hughes discovered radio waves but was told incorrectly that he had discovered no such thing. Discouraged, he pursued radio no further. Hughes noticed a clicking noise in his home built telephone each time he worked using his induction balance, a device now often used as a metal detector. He transmitted signals from one room to another in his house in London. But since the greatest range there was about 60 feet, Hughes took to the streets with his telephone, intently listening for the clicking produced by his clockwork transmitter, gradually diminishing until it no longer could be heard. Alexander Graham Bell was the man who invented the telephone and made the first call on a wired telephone to Thomas Watson. Bell was also first with radio.

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1888 onwards: Radio development begins in earnest

In 1888 the German, Heinrich Hertz, conclusively proved Maxwell's prediction that electricity could travel in waves through the atmosphere. Unlike Hughes, the extensive and systematic experiments into radio waves that Hertz conducted were recognised and validated by inventors around the world. Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them to ring a bell remotely and to explode some gunpowder". Marconi established the first successful radio system. In 1901, his radiotelegraph system sent signals across the Atlantic Ocean. Ships were the first wireless mobile platforms. In 1901 Marconi placed a radio aboard a Thorny croft steampowered truck, thus producing the first land-based wireless mobile transmitting data, not voice. In December 24, 1906, Reginald Fessenden accomplished the first radio band wave communication of human speech over a distance of 11 miles, from Brant Rock, Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to telegraph codes, no longer just a wireless telegraph, but a means of verbal communication.

The first car-telephone

From 1910 onwards, Lars Magnus Ericsson, the man who founded Ericsson in 1876, and his wife Hilda, regularly worked the first car telephone. Access was not by radio, instead there were two long sticks, like fishing rods, handled by Hilda. She would hook them over a pair of telephone wires, seeking a pair that was

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free. When they were found, Lars Magnus would crank the dynamo handle of the telephone, which produced a signal to an operator in the nearest exchange.

Around the same time, the triode tube was developed, allowing far greater signal strength to be developed both for wire line and wireless telephony. No longer passive like a crystal set, a triode was powered by an external source, which provided much better reception and volume.

Later, with Armstrong's regenerative circuit, tubes were developed that could either transmit or receive signals, were stable and powerful enough to carry the human voice and sensitive enough to detect those signals in the radio spectrum.

In 1919, three firms came together to develop a wireless company that one day would have a reach across the globe. Heavy equipment maker ASEA, boiler and gas equipment maker AGA and telephone manufacturer LM Ericsson formed SRA Radio, the forerunner of Ericsson's radio division.

The first car-mounted radio-telephone

Bell Laboratories claims to have invented the first version of a mobile in 1924. It was a two-way, voice-based radio-telephone and the adjoining photograph from their site certainly seems to confirm it.

History of cellular mobile telephony: 1982 to 2001 1980 - First cellular phones began to appear 1982 - Nordic Mobile Telephony (NMT) standard
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1983 - American Mobile Phone System (AMPS) standard 1986 - Nordic Mobile Telephony (NMT) 900 MHz 1991 - Commercial launch of the GSM service 1993 - Coverage of main roads GSM services start outside Europe 1994 - Japanese Digital Cellular (JDC) 1996 - USA Personal Communications Systems (PCS) 1982 - The beginning
During the early 1980s, analog cellular telephone systems experienced rapid growth in Europe, particularly in Scandinavia and the United Kingdom, but also in France and Germany. Each country developed its own system, which was incompatible with those of others, in equipment and operation. This was an undesirable situation, because not only was the mobile equipment limited to operation Within national boundaries, but also limited to the market for each type of equipment. This scenario in a unified Europe was undesirable.

The Europeans realized this early on, and in 1982, the Conference of European Posts and Telegraphs (CEPT) form a study group called the Group Special Mobile (GSM) to study and develop a pan-European public land mobile system. The proposed system had to meet certain criteria, which included:

1. Good subjective speech quality. 2. Low terminal and service cost. 3. Support for international roaming. 4. Ability to support handheld terminals.

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5. Support for a range of new services and facilities. 6. Spectral efficiency 7. ISDN compatibility. Nordic Telecom and Netherlands PTT proposed to the CEPT the development of a new digital cellular standard that would cope with the ever-burgeoning demands on European mobile networks. The European Commission (EC) issued a directive which required member states to reserve frequencies in the 900 MHz band for GSM to allow for roaming.

1986 Main GSM radio transmission techniques were chosen. 1987 September - 13 operators and administrators from 12 areas in the CEPT GSM
advisory group signed the charter GSM (Groupe Spciale Mobile) MoU "Club" agreement, with a launch date of 1 July 1991. The original French name Groupe Spciale Mobile was changed to Global System for Mobile communications; but the original GSM acronym remains.

GSM SPECIFICATIONS WERE DRAFTED. 1989 1998

In 1989, GSM responsibility was transferred to the European Telecommunication Standards Institute (ETSI), and phase I of the GSM specifications was published in 1990. Commercial services started in mid 1991, and by 1993 there were 36 GSM networks in 22 countries, with 25 additional countries like South Africa, Australia and many Middle and Far East countries opting for GSM. By the beginning of 1994, there were 1.3 million subscribers worldwide.

The developers of GSM chose an unproven (at that time) digital system, as opposed to the then standard analog cellular systems like AMPS in the United States - 21 -

and TACS in the United Kingdom. They had faith in the advancements in compression algorithms and digital signal processors to allow the fulfilment of the original criteria and the continual improvement of the system in terms of quality and cost. The European Telecommunications Standards Institute (ETSI) defined GSM as the internationally accepted digital cellular telephony standard.

1990
Phase 1 GSM 900 specifications were frozen DCS adaptation started. Validation systems implemented. First GSM World congress at Rome had 6100 participants.

1991
First GSM specification was demonstrated. DCS specifications were frozen. GSM World Congress at Nice had 690 participants.

1992
January - The first GSM network operator was Oy Radiolinja Ab in Finland. December 1992 - 13 networks were on air in 7 areas. GSM World Congress at Berlin had 630 participants.

1993
GSM was demonstrated for the first time in Africa at Telkom '93 in Cape Town. - 22 -

Roaming agreements between several operators were established. By December 1993, 32 networks were on air in 18 areas. GSM World Congress at Lisbon progressed with 760 participants. Telkom '93 was held in Cape Town. First GSM systems were shown.

1994

First GSM networks in Africa were launched in South Africa. Phase 2 data /fax bearer services were launched. Vodacom became the first GSM network in the world to implement data/fax. GSM World Congress at Athens drew 780 participants. December 1994 -- 69 networks were on air in 43 areas.

1995
GSM MOU was formally registered as an association registered in Switzerland with 156 members from 86 areas. GSM World Congress at Madrid attracted 1400 participants. December 1995 - 117 networks were on air in 69 areas. Fax, Data and SMS roaming started. GSM phase 2 standardisation was completed, including adaptation for PCS 1900. First PCS 1900 network was shown live 'on air' in the USA. Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM. Namibia goes on-line. Ericsson 337 wins GSM phone of the year. US FCC auctioned off PCS licenses.

1996
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December 1996 - 120 networks were on air in 84 areas. GSM World Congress was held in Cannes. GSM MOU Plenary was held in Atlanta GA, USA. 8K SIM was launched. Pre-paid GSM SIM cards were launched Bundled billing was introduced in South Africa. Libya goes on-line. Option International launches the world's first GSM/Fixed-line modem.

2001
Feb -- GSM Conference held in Cannes. By May 2001 there were 1000m GSM 900/1800/1900 users worldwide. 16 billion SMS messages were sent in April 2001.

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COMPANY PROFILE

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COMPANY PROFILE
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. 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 15 states covering all four metros and more than 7 million satisfied customers.

VISION:
To make mobile communications a way of life and be the customers' first choice.

MISSION:
We will meet the mobile communication needs of our customers through: Error-free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions

CORE VALUE:
We will delight our customer with our simplicity, speed & innovation. We will honours our commitment. We will follow the highest standard of professional integrity & behaviour.

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We will respect individual, build winning teams and lead by example. We will create a fun filled and friendly workplace.

AIRTEL MOBILE COMMUNICATIONS LIMITED

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-Ventures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of 7.42 million total customers, which constitute, 6.76 million mobile and 657,000 fixed line customers, as of April 30, 2009. Bharti Tele-Ventures vision for its mobile business is To make mobile communications a way of life and be the customers first choice. The mission is to meet the mobile communication needs of the customer through 1) error free service 2) Innovative products and services and 3) cost efficiency. The Companys strategic objective is to consolidate its leadership position amongst the mobile service providers in India. The Indian mobile market, according to the COAI, has increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 29.21 million subscribers as of June 30, 2009. Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8% as of June 30, 2009, is significantly lower than the average mobile penetration rate in other Asian and international markets.

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The number of mobile subscribers in India is expected to show rapid growth over the next four years. By 2006 it is projected at 100 million by COAI and 44 million by Gartner. Bharti Tele-Ventures believes that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: Lower tariffs and handset prices over time; Growth in pre-paid customer category; Greater economic growth and continued development of India's economy; Higher quality mobile networks and services; and Greater variety and usage of value added services.

Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in all the twenty-two telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited. As of June 30, 2009, approximately 92% of India's total mobile subscriber market resided in the Company's sixteen mobile circles, which collectively covered only 56% of India's land mass.

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AIRTEL DISTRIBUTION SYSTEM

DISTRIBUTION SYSTEM A proper distribution system is very important for every company because now days the customer wants full service without any pain. Airtel has a deep penetration in the market of prepaid cards, coupons, easy recharge and postpaid cards. I also have seen in the market the happy faces of customers and retailers of Airtel because of the easy availability of Airtel cards and coupons. BENEFITS OF GOOD DISTRIBUTION SYSTEM 1. Easy availability 2. Satisfied customers 3. Competitive advantage 4. Better market reputation 5. Saves time

DISTRIBUTION SYSTEM OF AIRTEL 1. Organisation (C&FA's) 2. Distributor 3. Retailer 4. Customer

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Organisation C&FA

Distributor Several FOS FOS FOS FOS

Different Different Different Retailers Retailers Retailers

Distributor

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ORGANIZATION STRUCTURE

Organisation of AIRTEL provides services through FSO (Full Service Outlets) and DSA (Direct Sales Agent)

MANAGEMENT HIERARCHY AT AIRTEL

"MANAGEMENT HIERARCHY" CHIEF SALES AND MARKETING OFFICER

VICE PRESIDENT MARKETING STRATEGY

VICE PRESIDENT SALES PLANNING

CHIEF GENERAL MANAGER

CIRCLE SALES & MARKETING HEAD

DISTRICT OPERATION HEAD

PRE PAID HEAD CIRCLE

MARKETING HEAD

CHANNEL OPERATION MANAGER

PRE PAID MANAGER

MARKETING SUPPORT MANAGER -A MARKETING SUPPORT MAN

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THREE TYPES OF SALES: 1. Primary Sales - Organisation to Distribution of Prepaid, Post-paid Cards, Coupons, easy recharge etc. 2. Secondary Sales - Distributor to Retailers 3. Tertiary Sales - Retailer to Customer.

PROCEDURE OF ACTIVATION OF PREPAID CONNECTION: Dealer

FOS (Saw that the form is completed and has Accessory papers

Distributor (Activates the card)

PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION: Dealer (Collects of Cash and facilitates in Competition)

FOS (Collects the Form)

Distributor (Activates the card)

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SWOT ANALYSIS OF AIRTEL

Strengths
INVESTORs FAITH: Investors faith in Airtel gives huge monetary support. STRONG ADMINISTRATION: Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an wellorganized & administrative company. BRAND NAME: Airtel as a brand is the synonym of success. It is the largest private limited organization of India.

Weakness
Lack Of Co-Ordination Between Deptt. Lack of Choice of Good Pre-paid numbers like XXYY numbers like others providing.

Opportunity
Favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can easily modify their tariff plans according to it and gain customer attraction.

Threats
Tough COMPETITION: Airtel has to face a tough competition with existing market leaders like Reliance (Reliance is providing Free Outgoing also) Hutch, Idea, Dolphin and Trump.

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BUSINESS & MARKETING STRATEGIES

Some Marketing And Business Tools Adopted By AIRTEL As To Promote Its Activities:
Seminars: seminars are conducted at different places by the expert time by time to make people aware. Publicity: publicity is done through various media. Stalls at famous places: they conduct their stall after a particular period of time on the famous and public place to attract them towards themselves. DSA (Direct Sales Agency) Print media Hoarding Banners Advertisement Leaflets
Follow ups By KNOP

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Mobile Strategy
Capture maximum telecommunications revenue potential with minimum geographical coverage to maximise its revenues and margins. Build high quality mobile networks by deploying state-of-the-art technology to offer superior services. Use the experience it has gained from operating its existing mobile networks to develop and operate other mobile networks in India and to share the expertise across all of its existing and new Circles. Attract and retain high revenue generating customers by providing competitive tariffs, offering high quality customer support, proactive retention programs and roaming packages across all of its mobile circles. Provide affordable tariff plans to suit each segment of the market with a view to expand the reach, thereby increasing the mobile customer base rapidly.

Key highlights of Jan-09 are as follows:

Industry additions were up from the last month's 12.71 lacks to 13.69 Lacs this month. In percentage terms, this translates to a increase of 8 % in net adds over last month. The number of subscribers moved up from 21.99 Mn at the end of Dec-03 to 23.36 Mn at the end of Jan-09, a growth of 6.22 %. All India monthly growth in subscriber numbers was 6.13 %. The growth elsewhere was: Metros 5.28 % A circles 6.22 % B circles 7.75 % C circles 3.43 %

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 All Circles Total 6.67 % Airtel 6.39 % B Circle category has shown the highest growth in subscriber base on an individual basis this month. At Airtel, we have always sought to enhance value for you as a customer by providing you the most relevant and easy to use services through innovation and by harnessing the latest developments in technology. In line with this strategy, we have constantly introduced innovative products and services to suit your unique needs and wants. Our services range from CLI to Music Messaging to Lost Call Alerts you better. Move your mouse over any service from the following menu to get a brief description on what it is all about. SMS ASTROLOGY RINGTONES VOICE-MAIL DAIL-A-RINGTONE LOGOS CALLER TUNES MUSIC MESSAGING FLASH MESSAGES BLINKING MESSAGES JOKES LOVE JOKES YAHOO! MESSAGING all to serve

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YAHOO! MAIL NEWS UPDATES SPORTS CALLER IDENTIFICATION

TRENDS IN MOBILE COMMUNICATIONS

The growth and penetration of sophisticated digital communication systems, infrastructures, and services, has been increasing constantly over the last decade. Examples of these services are the Internet, electronic mail, multimedia, pagers, PDA's, and mobile telephony. From marginal penetration 15 years ago, these systems and services are becoming a commodity in both professional and consumer markets worldwide. The developments in these fields are still going strong. In particular, rapid advances - both in technology and services - can currently be observed in wireless and mobile systems that support the communication of different media, such as data, speech, audio, video and control.

Current wireless network and mobile phone services roll-out is cantered around four available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning systems. The wireless application protocol (WAP), initially carried by second generation GSM and in the future by third generation UMTS wireless networks, will turn the mobile phone into a networked smart-phone capable of low to medium data rate Internet functionalities. Bluetooth will allow for short-range data communication between consumer appliances in a domestic environment. Positioning systems will

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Become integral part of mobile phones such that services can be made dependent on the location of the user in the network. When projecting the progress in mobile networks and services into the future, three developments are of importance. In the first place, we can observe that more and more mobile phone-like devices start to include accessories such as a small keyboard, a display, and a speech interface. Such communication and information-oriented systems are emerging as hybrids between the mobile phone and the wireless laptop personal computer. With higher bit rates supporting more advanced services, the integration of the personal computer and personal communication devices will be pushed even further. In the second place, we observe that computing resources are becoming ubiquitously that is everywhere and at all time - available. We will soon live in an environment that supports us by providing ubiquitous Computing for a wide variety of tasks and services. Daily life consumables, durable products and services already contain an ever-increasing number of sensors, actuators, processing units, and (embedded) software. The personal computer has entered daily life as a necessary commodity, and the development of sophisticated communication systems in today's society relies heavily on the availability of computation resources. Finally, we observe that communication and computing is becoming increasingly personal. The device (and therefore the user) is always on-line, the user is identifiable, the device can be personalized, and the system knows about the users position.

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CELLULAR MOBILE PRICING STRUCTURE AND TRENDS

Successful growth and diffusion of mobile communication services is focusing greater attention on how mobile relates to fixed networks. Accordingly, it is necessary for regulatory authorities to review current frameworks in those instances where regulation might impede the offering of certain pricing structures, such as calling party pays. This issue is critical in putting fixed and mobile networks on an equal footing, so the potential for competition between networks can be exploited. Testing the demand for new pricing structures can be left to the market. Successful growth and diffusion of mobile communication services is focusing greater attention on how mobile communication relates to the Internet and electronic commerce. This report reviews and benchmarks the pricing of emerging services such as short message services. These services are the harbingers of ? Third generation ? Information services over mobile networks, and policy makers need to review current regulatory frameworks to enhance pricing innovation and competition in the provision of these services.

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INDIVIDUAL CUSTOMIZATION
An important trend in our society is agility or mass individualization. Consumer behaviour is much more volatile, much less predictable and increasingly concerned with instant gratification. The expectation is that in due course this trend towards individualization will become a more important factor in the emerging markets too, particularly in the urban areas. As well as setting quality standards for products, this attitude also demands delivery at the right time and in the right place. At any moment, wherever the consumer may be, it has to be possible to satisfy his or her requirements; it is a question of the consumer as a "moving target" and how we can increase our chances of "scoring a hit". In modern thinking about categories of consumers, every consumer has something of this instant consumer in his or her make-up, alongside other possible descriptions, such as "rational", "social" and "responsible". What's more, this can vary according to the product category. One moment, moreover, this instant consumer will be demanding products on the basis of flavor, convenience or cheapness, and in the next breath will be voicing concerns about the environment, animal welfare or his or her own health. The likelihood is that in the long term health, the environment and animal welfare will be significant factors in the concept of quality, as safety already is. Changes in consumption patterns are an important factor in this development. While the retail trade is evolving from supermarket to household service provider in response to mass individualization, consumers are increasingly also obtaining their food through other outlets: company canteens, take-away meals, snack bars, old people's homes etc. "Young couples" in Europe are rapidly moving towards the situation that already exists in the United States, where 100% of the food consumed is

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Prepared outside the home. This places different demands on products in terms of keeping qualities (shelf life), convenience and presentation.

Consumer-driven technology development

These trends in the market and among consumers generate a demand for a more differentiated and more rapidly changing product range and also call for a different approach to technology development (dedicated production systems). In the future there will have to be product development that takes the dynamic of the market and the divergent wishes of the consumers as its starting point and uses the technologies of the future: biotechnology, separations technology, sensor technology and modern information technology (IT). To achieve this, product development will have to be tackled in a more structured way, and knowledge deriving from different areas of research will have to be integrated more effectively. The development of sensor technology in the agro sector, for instance, requires the integration of materials technology, biotechnology and process technology. New scientific developments also provide interfaces through which the sector may respond to wishes relating to health: both the information about genetic aspects and the new insights into bioactive components - substances that, in low concentrations, affect human health - offer interesting prospects of made-to-measure food! In the future, "made-to-measure food" will also mean "food produced in a way that the public finds socially acceptable". Such aspects as the environment, animal welfare etc. will play a major role. This will have to be specifically taken into account in the development of technology.

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From chains to flexible networks

As well as imposing requirements in terms of technology development, trends such as mass individualization call for a responsive answer to a sharply fluctuating market demand. This places considerable demands on the organization of agricultural production chains. The full vertical integration of links in a chain can mean a loss of flexibility. It would appear to be more efficient to opt for a continuation of the development of the chain concept; leading to responsive networks that combine the advantage of co-ordination with the flexibility of more loosely linked organizations. These independent organizations work closely together in the flow of goods along the chain in order to achieve the desired "customer value" at the lowest possible cost.

COMPANYS PLANS
PREPAID PLANS
Are you wary of committing yourself to a date for making your bill payments? Is it too much of a bother for you to remember dates for bill payments? Do you often end up paying late fees against your monthly utility services bills? Do you end up spending too much if you have the option to pay the bill later? Think over for if one of these represents you, we have a solution for you. Start thinking prepaid is our advise! So what exactly is this prepaid! It is simply a way of going cellular by paying for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talk time for a month, you can buy a recharge coupon which gives you that much talk time on your cell phone. Once that money gets exhausted you can buy another recharge coupon for the same or different denomination depending on your future need. - 42 -

Prepaid allows you to be in control of your cellular expenses even while you are spending. You will be surprised that today In India, Prepaid connections account for almost 60 to 70 percent of the total new entrants into cellular telephony. Thats because almost every one of us wants to be in control of our cellular expense.

Advantages of prepaid:
Some of the many advantages that you enjoy with Airtel Pre-Paid... Total Cost Control
Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you feel the need to! Now that's what we call complete freedom!

No Rentals
Buy an Airtel prepaid card without having to pay any rentals!

No deposits
Your Airtel prepaid card comes without you having to pay heafty deposits!

STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our STD/ISD facility allows you to make long distance calls in India and Overseas from your cellular phone!

Instant Balance Inquiry

Check your talk-time instantly by calling our toll-free number!

60 second pulseAirtel provides you with a 60-second pulse rate!

Freedom for you to experience like never before!

Instant Recharge

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Avail of instant recharge on your Airtel prepaid card with just a few simple steps!

24-hour recharge facility

with our round-the-clock recharge facility, recharge you Airtel prepaid card anytime, anywhere!

Caller Line Identification

Call Line Identification gives you the power to know the phone number of the calling party even before you answer the call, thus giving you the choice to take the call. It provides the added advantage of saving the in the Handset Phone Book. So that the next you don't need to retype his number,

either reject or

incoming number directly

time you want to call the same person, simply use your phone book.

Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert all with your Airtel prepaid card!

Short Messaging Service (SMS)

With Airtels Short Messaging Service (SMS), send messages and jokes to your friends and colleagues, anytime anywhere!

SMS based Information Services

With Airtel's SMS based information services; you can get up to-the-minute cricket scores, order flowers as well as send couriers or check your daily horoscope!

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched off or

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when you are outside the coverage area. You can listen to your messages whenever you feel like, from anywhere in the world. Voice Mail can store up to 75 messages, with each message of two-minute duration.

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RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY
Research problem:
To study consumer trends, behaviour, preferences and level of satisfaction in Airtel communication Ltd. The study was conducted in Patna with sample size of 100 and sample units were Consumer of mobile connection

Research Objectives:
o To study the consumer trends in telecommunication sector. o To study consumer decision-making & preferences. o To study marketing strategies adopted by Airtel. o To study the level of customer satisfaction in Airtel. o To study the market potential. o To study customer purchase decision behaviour. o To understand the needs of different consumer segments.

o Comparative study of different mobile companies.

Research Design
The following methodology was adopted for the study purpose:

Type of research:
Descriptive and qualitative research design was used while conducting the project. Sampling Design was taken by the researcher as the Research design. The major purpose of the study is to describe the state of affairs as it exists at present. The study was based on the facts or information already available, & analysis of this available information make a critical evaluation of the material.

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Research Method/Technique:
In the project report the researcher used following techniques while conducting his study: Analysis of documents Survey Method: A market survey was done on life insurance companies. Interview (Personal): Both open and closed ended (unstructured) questions were asked while taking some information from the users of the cellular at PATNA. Questionnaire (Structured): A structured designed comprehensive questionnaire was framed and pretested for data collection from the customer of mobile

Research Data
Data is the key activity of marketing research. The design of the data collecting method is backbone of research design. Data constitute the foundation of statistical analysis and interpretation. Hence the first step in statistical work is to obtain data. Data can be obtained from two important sources, namely: 1. Primary Data Secondary Data

2.

Primary Data:
Primary data are gathered for the specific purpose or for a specific research project, consist of original information for the fulfilment of project objective.

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When the data are required for the particular study can be found neither in the internal record of the enterprises nor in published sources. In some cases it may become necessary to collect original data. Primary data can be collected in four ways:1. Observation

2. Survey Secondary Data:

Secondary data are the data, which already exists somewhere. Secondary data provide starting point for research and after that the advantage of low cost and ready availability. Secondary data can be divided into two types: 1. Internal data 2. External data When researcher uses the data that has already been collected by other data are called secondary data. Secondary data can be obtained from journals i.e. internal sources report, government publication and books, professional bodies etc. Internal data are reports and memos generated within an organisation to facilitate its operations and annual report. External data are those specially produce for outside consumption.

Sources from which the researcher has taken the secondary data are as under:

1. Direct observation 2. Airtel website 3. Books for marketing management 4. Surveys and customer data & report - 49 -

5. Airtel customers care office 6. Ariels Brouchers

SAMPLE DESIGN Area of Sample:

The areas covered up in this survey was PATNA

Selection of units under study

Sampling Units from PATNA were Consumer of mobile connection

Source list (Sampling Frame) CUSTOMERS: 100 Sample size: 100

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DATA ANALYSIS AND INTERPRATION

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DATA ANALYSIS AND INTERPRATION

(1) Do you have own mobile connection?

A. Yes B. No.

Having mobile Yes No Total

Respondent 86 14 100

14

Having Mobile

Not having mobile

86

Through the survey, I came to know that 86% of respondents have their own mobile connection whereas 14% of the respondents dont own mobile connection.

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(2)

Which kind of phone you would like use?

CONNECTION LANDLINE MOBILE WLL TOTAL

Respondent 30 50 20 100

Land line Mobile

Through the survey, I came to know that the total sample size of 100 people taken for research out of which 50% of persons like to use land line phone and 30% person like to use mobile and rest 20% person like to use WLL.

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(3) Which connection would you prefer? (a) BSNL (b) Airtel (c) Vodafone (d) Idea (e) Reliance (f) Tata indicom (g) Other Phone Connections Airtel BSNL Reliance Vodafone Idea Tata indicom & other TOTAL Respondent 26 14 20 11 9 20 100

26% 20% 14% 11% 9% 7% 13%

BSNL

Airtel Relianceodaphone IdeaTata indicom V OTHER

When the preferences for mobile phone connections were asked, results drawn that 26% of persons prefer to take Airtel because there is very high recommendation for its better connectivity. 20% of people use Reliance services because of its cheaper rate and flexible schemes.

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(4) You would like to take prepaid connection or Post paid connection? a. Prepaid b. Post paid Connection Pre paid Post paid Total Respondent 80 20 100

post paid 20%

pre paid 80%

Through the survey, I came to know that most of the people from the selected segment give priority to prepaid connection, because of the flexibility and attractive plans for this market segment.

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(5) How did you know about Airtel cellular services? a. Friends b. Advertising c. Other sources

Medium friends advertising Other source Total

Respondent 14 70 16 100

freids

advertising

other source

16%

14%

70%

Through the survey, I came to know that most of the people from the selected segment know about Airtel cellular services through advertisement.

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(6) Which feature of Airtel forced you to used Airtel? a. b. c. d. Connectivity Advertisement Goodwill Scheme & offers

Feature Connectivity Advertisement Scheme & offer Goodwill Total

Respondent 69 8 12 11 100

connectivity

advertisement

scheme & offers

goodwill

11%

12%

8% 69%

Through the survey, I came to know that most of the people from the selected segment give priority to connectivity, because people believe Airtel provide Indias best connectivity.

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(7) Which types of scheme & offers you like most? a. b. c. d. e. Free SMS pack Free night calling Free on same circular More talk time on top- up Free ring tone

Scheme & offer More talk time Free on same network Free night calling Free SMS pack Free ring tone Total

Respondent 49 20 10 15 6 100

free ring tone, 6%

free sms pack, 15% free night calling, 10% more talk time on top-up, 49% free on same network, 20%

Through the survey, I came to know that 49% people from the selected segment give priority to more talk time and 20% people give priority to free on same circular & 15% people give priority to free SMS pack and rest of people give priority to free night calling & free ring tone .

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(8) From where you came to know about the new plans lunched in the market? a. b. c. d. e. By messaging services Advertisement By retailers Friends FSO / Franchisee

Medium By messaging service By retailer Friends Advertisement FSO / Franchisee Total

Respondent 29 11 15 30 15 100

FSO / Franchisee 15% friends 15% By messaging service 29%

By retailers 11% Advertisement 30%

Through the survey, I came to know that 30% people from the selected segment came to know about new plan from advertisement, 29% people aware about new plan through massaging services, 21% knows from friends and rest knows through retailer.

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(9) Which feature do you think is best in Airtel services? a. b. c. d. GPRS connection Net-connection Broad band services Airtel magic RESPONDENT 55 10 25 10 100

SERVICES GPRS connection Net-connection Broad band services Airtel magic TOTAL

Column1
Column1

55%

25% 10% GPRS Connection net-connection broad band services 10% airtel magic

Through the survey, I came to know that 55% people from the selected segment give priority to GPRS connection, 25% people gives priority to broad band services and 20% people gives priority to net-connection & Airtel magic.

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(10) When do you mostly face the problem with Airtel plan & scheme?

Problems Changing of plan Activation of new SIM Duplicate SIM issue Queries regarding new product lunch Activation of roaming Total

Respondent 15 40 23 20 2 100

queries regarding new product lunch 20%

Activation of roaming 2% changin g of plan 15%

Duplicate SIM issuee 23%

Activation of new SIM 40%

Through the survey, I came to know that 40% people from the selected segment face problem regarding activation of new SIM, 23% regarding issuing duplicate SIM, 20% People face problem while doing queries regarding new product lunch and 15% People face problem when they try to change their plans.

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(11) From which area you face the problem with Airtel cellular services? a. customer care number does not connect easily b. customer representative are not fully aware of plan c. Migration of post- paid to prepaid connection d. Bill details

Problem area Customer care number doesnt connect easily Customer representative are not fully aware of plan Migration of post-paid to prepaid connection Bill details

Respondent 34 22 32 12

Bill details 12%

Customer care number doesnt connect easily 34%

Migration of postpaid to prepaid connection 32%

Customer representative are not fully aware of plan 22%

Through the survey, I came to know that 34% people face problem when customer care number does not connect easily, 32% face problem when they try to change their post-paid connection to pre-paid connection, 22% people face problem when Customer representative are not fully aware of plan. 12% people face problem regarding bill detail.

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(12) From where do you consult for redress? a. Customer care representative b. FSO (full service outlets) c. Retailer d. Franchisee Consultant Customer care representative FSO (full service outlets) Retailer Franchisee Total Respondent 40 30 20 10 100

Franchisee 10% Customer care representative 40%

Retailer 20%

FSO (full service outlets) 30%

Through the survey, I came to know that 40% respondent consulted to customer care representative, 30% to FSO, 20% to Retailer and 10% to Franchisee for redresses.

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(13) What is your view about overall Airtel services? a. b. c. d. Satisfactory Good Excellent Poor

Response Satisfactory Excellent Good Poor Tota

Respondent 60 10 15 15 100

poor 15%

excellent 10%

good 15%

satisfactory 60%

Through the survey, I came to know that most of the people from the selected segment have satisfactory approach towards Airtel services.

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FINDINGS

- 65 -

FINDINGS
On the basis of data collected and analysis conducted we have arrived at the following finding: I find that most of the respondents give priority to prepaid connection, because of the flexibility and attractive plans for this market segment. Most of the respondents believe that Airtel provide Indias best connectivity. Most of the respondents know about Airtel cellular services through advertisement. In the few cases Customer care number does not connect easily and customer care representative were also not aware of the schemes. Some customers were coming with the problem regarding Migration of postpaid to prepaid connection & Bill details I find Airtel FSO plays a vital role in terms of handling queries as well as improving sells.

Airtel FSO (FSO - Full Service Outlet): Basically for providing customer
services in terms of their queries to build good relation with customers to reach a point of customer satisfaction. Building good customer relation does not only help in expanding sales but also helps in knowing the customer better and knowing the customer further leads to acknowledgement of tastes & preferences of the customer.

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LIMITATIONS OF THE STUDY

- 67 -

LIMITATIONS OF THE STUDY

While working on this project I have to face some difficulties while conducting the survey. People were not interested in giving their actual information about their family income and airtime, as they were extremely scared about the income tax some people have difficult to take them in confidence so that they can give correct information. Some of the limitations are:

1. Duration of the survey was very short. . 2. People did not want to give the correct information. 3. The survey area was very large so it was not possible to take the opinion of the mass people. 4. People were not ready to give the answers of all questions.

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CONCLUSION

- 69 -

CONCLUSION
Good services is the way to retain the clients Airtel connections are selling because of best network coverage. Good relationship of FSO (Full services outlets) & retailer is being helpful in selling. Airtel concept is popular due to large market coverage, easy availability of coupons. In the few cases Customer care number does not connect easily and customer care representative were also not aware of the schemes.

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SUGGESTIONS & RECOMMENDATIONS

- 71 -

RECOMMENDATION
The company should go ahead with aggressive marketing. They should light competition on 1. Awareness level. 2. Pricing strategy.

Thus, the recommendations fir these are as follows: 1. AWARENESS

(a) (b)

The company should sponsor local programs. The company should arrange briefing sessions at prominent clubs such as LIONS CLUB and ROTARY CLUBS etc.

(c)

The company should organize awareness quizzes through Newspapers, Magazines & announce suitable rewards accordingly.

(d) The company should distribute leaflets of AIRTEL Cellular in posh colonies of Patna.

2. PRICING STRATEGY
(a) The company should look the strategies of the competitive companies. (b) The company should try its level best to keep the price low as compare to competitors. (c) The schemes should be updated as per the needs and occasions

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SUGGESSTION
There should be more customer care numbers and executives so that the problem of the customers can be solved quickly. The executives there should be given training time to time About new schemes and plans. Try to capture the nearest other markets nearby Occasional offers Proper billings to the post paid users Proper response to the customers on the helpline no. Or toll free nos. Roaming deposits should be reduced

FURTHER SUGGESTIONS
MATCH COMPETITORS SCHEMES. COMMUNICATE THE SCHEMES TO FSO AND RETAILERS. BETTER NUMBERS IN PRE PAID AS CUSTOMER REQUIRES CHOICE. ENHANCE THE SERVICE IN AREAS WITH WEAK NETWORK. COORDINATION BETWEEN DEPARTMENTS MUST BE IMPROVED.

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BIBLIOGRAPHY

- 74 -

BIBLIOGRAPHY
BOOKS Kotler Philip & Keller Kevin lane, marketing management, 12th Edition, Prentice hall of India Pvt. Ltd, New Delhi, 2006. Kothari C.R., Research Methodology, 2nd Edition, New Age International (P) Limited, New Delhi, 2008. Prasad L.M, Principal & Practice of Management, 7th Edition, S.Chand and Sons, New Delhi, 2008.

REFRENCES AIRTELs reports Books & magazine on mobile communication

WEBSITES & SEARCH ENGINE www.airtelworld.com www.bhartiteleventures.com www.researchandmarket.com www.info-shop.com www.smartmobs.com www.yahoosearch.com

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QUESTIONNAIRE

- 76 -

QUESTIONNAIR
SURVEY OF AIRTEL
Dear Sir/Madam, We are thankful to you for patronizing AIRTEL. We hope that you are satisfied with the product and quality of the services offered by the Airtel. As there is always scope for improvement, we would like to get your opinion in these areas. I would, therefore, request you to kindly assist us in our efforts by sparing a little time to give us your valuable feedback and suggestions in the feedback from below. Please do not hesitate to inform us of any observation that you think may be relevant. We assure you that we would try to come up to your expectations.

Name: Occupation ..

Age.. Income

Address: (1) Do you have own mobile connection? a. Yes b. No.

(2) Which kind of phone you would like use?

a. Mobile b. Landline c. WLL

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(3) Which connection would you prefer? a. b. c. d. e. f. g. BSNL Airtel Vodafone Idea Reliance Tata indicom Other

(4) You would like to take prepaid connection or Post paid connection? a. Prepaid b. Post paid

(5) How did you know about Airtel cellular services?

a. Friends b. Advertising c. Other sources (6) Which feature of Airtel motivates you to use Airtel? a. b. c. d. Connectivity Advertisement Goodwill Scheme & offers

(7) Which types of scheme & offers you like most? a. b. c. d. e. Free SMS pack Free night calling Free on same circular More talk time on top- up Free ring tone

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(8) From where you came to know about the new plans lunched by Airtel in market? a. b. c. d. By messaging services Advertisement By retailers Friends

(9) Which feature do you think is best in Airtel services?

a. b. c. d.

Handset and connection Net-connection Broad band services Airtel magic

(10) Are you satisfied with the Talk value given by Airtel? a. Fully Satisfied b. Satisfied c. Not Satisfied

(11) When you mostly face the problem with Airtel plan & scheme? a. Changing of plan b. Activation of new SIM c. Duplicate SIM issue d. Queries regarding new plan e. Activation of roaming

(12) From which area you face the problem with Airtel cellular services? e. customer care number does not connect easily f. customer representative are not fully aware of plan g. Migration of post- paid to prepaid connection h. Bill details

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(13) From where you consult for redresses? e. Customer care representative f. FSO (full service outlets) g. Retailer h. Franchisee

(14) What is your view about overall Airtel services? a. b. c. d. Excellent Good Satisfactory Poor

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