Vous êtes sur la page 1sur 34

A STUDY ON CUSTOMER SATISFACTION OF AIRTEL

PRESENTED BY N.Harish Raju (215409672047) St.Augustine P.G College, Ghanapur.

INTRODUCTION
OBJECTIVES SCOPE AND NEED LIMITATIONS

OBJECTIVES

To study about the customer satisfaction with regard to airtel brand. To study the opinion of customer regarding the availability of signals. To study the opinion of the owner regarding its Recharge Denomination and Post paid Schemes offered by the company. To study the effectiveness of advertisements Effect on all Types of airtel Services Like Post Paid,Pre-Paid,GPRS Services Etc. To offer any suggestion to improve sales and performance, if necessary.

SCOPE & NEED

In modern times the business organizations are adopting new techniques and methods for growth of business. The organizations are giving better services to their customers to face challenges posed by the competitors. For every business, it is necessary, to retain the present customers use regarding the services provided by key organizations like Bharathi Communication Private Limited., which is the authorized dealer of airtel. Some of the major competitors in this area are, India Reliance,Idea,BSNL,Vodafone , etc hence there is a need for the study.

LIMITATIONS

The study is restricted in scope to owing the following limitations. Due to constraint of time, city of hyderabad is alone selected and so it cannot claim to be a comprehensive study of the population. The sample size is restricted to 100 respondents. The date is obtained through a structured questionnaire and it has its own limitations in its analysis and interpretations.
Some respondents did not provide the requisite information pertaining to the questionnaire

COMPANY PROFILE

About Bharati Airtel

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. We served an aggregate of 207.8 million customers as of December
31, 2010. Established in July 07, 1995.

Business Divisions

Mobile Services
The mobile business provides mobile& fixed wireless services using GSM technology across 23 telecom circles

Prepaid Postpaid

TeleMedia Services
services in 95 cities.

Airtel Telemedia Services business offers broadband & telephone

Broadband & Internet Speed On Demand Online Desktop Airtel PC Security

Enterprise Services

The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers.

Mission

Error Free service delivery Innovative products and services Cost efficiency Unified Messaging Solutions

Vision & promise


By 2015 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.

Partners

The company has a strategic alliance with SingTel The companys mobile network equipment partners include Ericsson and Nokia. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja HTMT, Teletech & Mphasis. Airtel has won the Most Preferred Cellular Service Provider Brand award at the CNBC Awaaz Consumer Awards in Mumbai 2010-11. This is 6th year in a row that airtel has won the award in this category. Bharti airtel has received the prestigious Businessworld-FICCI-SEDF Corporate Social Responsibility Awards 2009-2010.

Awards and Recognitions

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

CUSTOMER SATISFACTION

customer satisfaction is the level of a persons felt state to the persons exceptions. satisfaction levels are a function of the difference between the
perceived performance and exceptions.

Expectations of a buyer are formed on any of the following ways: Buyers past experience. Statements by friends. Associates. Market.

Product Profile

PREPAID

Total Cost Control


Strong Network Coverage Internet Recharge

A Prepaid subscription is like a cash &carry subscription, designed from quick convenience & ease of mobility of our valued customers.

Transfer Talk time


MMS Voice Mail Airtel Live LMTS(Lost Mobile Tracking System)

Tariffs

Airtel Regular Pack Airtel Prepaid Grameen Pack New Lifetime at Rs.99 (for new and existing customers)

DATA ANALYSIS

SATISFACTION OF THE CUSTOMER

Opinion Fully Satisfied


Partly Satisfied

No.of Respondents 75
15

Not Satisfied
Total

10
100

No.of. Respondents

80 70 60 50 40 30 20 10 0 Fully Satisfied Partly Satisfied Not Satisfied

Opinion
INTERPRETATION: From the above table of 75% respondents are satisfied with this subscription, 15% respondents are partly satisfied, and 10% of respondents are not satisfied with this subscription.

Satisfied with the Signal Of Airtel


Opinion No.of Respondents

Yes

80

No

20

Total

100

20%
Yes No

80%

INTERPRETATION: From the above table show on 80% of respondents says YES and 20 % respondents are says NO.

Rating Of the Airtel


Opinion
Very Good Good

No.of Respondents
60 20

Average
Bad

10
10

Total

100

60 60

No.of Respondents

40 20 20
0 10 10

Good Average Opinion

Bad

INTERPRETATION: From the above table shows 60% respondents are says very good, 20% respondents are says good, 10% respondents are says average and 10% respondents are says bad.

Is the price Reasonable Recharge Coupons Of Airtel

Opinion

No.of Respondents

Yes

60

No

40

Total

100

CHART - 5

40 60

Yes No

INTERPRETATION: From the above table shows 60% of respondents says Yes, 40% respondents says No.

OPENION ON AIRTEL BRAND

Opinion

No.of Respondents

Good Average Bad Total

70 20 10 100

70
No.of Respondents

70 60 50 40

30 20 10 0
Good

20 10

Average Opinion

Bad

INTERPRETATION: From the above table shows 70% respondents are say Good, 20% respondents are say Average and 10% respondents are say Bad.

FINDINGS

FINDINGS

75% of respondents are satisfied with this subscription, 15% respondents are partly satisfied, and 10% of respondents are not satisfied with this Subscription. 80% of respondents are satisfied and 20% respondents are dissatisfied about the Signal Of Airtel. 40% respondents are using the Airtel since 3 months and 35% respondents are using from 6 months and 25% respondents are using from 6 months to one year. 60% respondents says very good, 20% respondents says good, 10% respondents says average and 10% respondents says bad about the interiors of the Airtel. 60% of respondents says it has reasonable price. 40% respondents says it is not reasonably price. 70% respondents say available, 20% of respondents say some times available, and 10% of respondents not available about availability of Recharge Cards.

10% of respondents say less than three months, 30% of respondents say less than six months and 60% of respondents say less than one year about the repair for the first time. 50% respondents say excellent, 30% respondents say very good, 10% respondents say good and 10% respondents say bad about the sales service of the dealer. 80% of respondents say number of Denominations available in the Airtel, 20% of respondents say number of Denominations are not available . 30% respondents are say advertisement, 40% respondents say friends, 10% respondents say company executives, 20% respondents say other it influence customer to purchase this Airtel Sims. 70% respondents say good, 20% respondents say average and 10% respondents say bad about the handling of the complaints by the company. 80% respondents are Satisfied, 20% respondents are dissatisfied about the features of the Cell Phones.

SUGGESTIONS & RECOMMENDATIONS

Declare has to provide service like Signal adjustments, etc., Declare has to take effort to dispatch the Bills quickly in context of satisfying the post paid customers. Some technical programs are to be conducted by the dealer in order to upgrade the skills of workers and employees. As some of the respondents are not Happy about the product, dealer has to maintain better relationship with the customers. Dealer has to work as the brand ambassador of the Airtel in order to retain the potential customers. Dealer has too introduce some new schemes to attract employees. Advertisement is required for the improvement of sales of post paid Services.

Timely delivery of repaired bills is the major factor, hence the company has to concentrate to give good service. The service stations have to be guided properly in order to see a happy customer. The cost involved to retain the old customers is less than the cost involved in working the a new customer. Hence, the focus of the company should be more on the existing customers in industrial sector. This can be done by remembering the birthdays of the owners and send a gift by giving emotional appeal. Dealer is as important as the end-customer, since he is the primary customer of the company. In order to motivate the dealer the company should introduce certain incentive to the dealers like To and Fro charges for pleasure trips Festival and seasonal gifts. Frequent informal dealers meet.

I convey my thanks to Principal & HOD Mr. RAVI KUMAR & Mr.Srikanth Goud (GUIDE) in St.Augustine P.G. COLLEGE for giving proper guidance to me for completing this project successfully.

Vous aimerez peut-être aussi