57085199 Project Report on Airtel

7/28/2019 57085199 Project Report on Airtel

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SUMMER INTERNSHIP REPORT

ON

COMPRATIVE STUDY OF STRATEGIC MARKETING OF

AIRTEL

SUBMITTED BY:-

TANYA REWARI

BBA 4th sem

Enrolment No: cun110501102

Email: [email protected]

Mobile No: +919996922888

(20011-2014)

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mailto:[email protected]:[email protected]


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COMPANY CERTIFICATE

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COLLEGE CERTIFICATE

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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 Endeavor. I will remember all of them with gratitude.

My sincere thanks towards Mr.), 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. BABIT OBEROI (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 always beholden to my God, for always being with me and showing me the right

ways, my family members, for always doing favours to me and my friends and colleagues

consistently helped with encouragement and criticism throughout the project work, for

always lifting my sights to higher vision, raising my personality beyond normal limitation

and for realizing me my strengths and potential, specially my brother, as I did not always

welcome her exhortation, try again; you can do better. But this project owes a great deal to

it and so do I.

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PREFACE

Its a thing of massive gratification for me to present this Summer Training Project

Report on the topic Customer Acquisition & retention of airtel customer in Gorakhpur completed in an unrivaled organisation AIRTEL, at

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 &

behavior 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 behavior

regarding new connection services. It also attempts to develop at least first approach to these

areas, to think through policies, principles, and practices to accomplish the new tasks and to

satisfy the customer needs. By this practical training I am able to equip the manager with the

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understanding, the thinking, the knowledge, and the skills for todays and also for tomorrows

market exigency.

Initially I was just having the bookish knowledge about all Marketing policies,

practices and functions, but after joining this organization, I got most of the practical

knowledge. I have come to know, what actually happens in the organizations.

Though it is not possible to have the information of all the spheres in market, in such

a very short period, but I tried to get more and more about all functions and practices applied

in practical working, I have particularly stresses on.

This is the boom time for mobile industry. Youths are having keen flair for mobile

communication.

Now the mobile communications are the fastest growing industry. We can reach

to anyone, anywhere across world through mobile connectivity. Just look in the areas theyre

in; health, education, banking, insurance, travel, couriers, manufacturing, entertainment,

government, computer helpdesks- the list goes on market is going on global, & so the need of

communication is emerging day by day

I saw that though the times are hard but if same thing innovative is done, people will get

more craze for that.

We are fast becoming a part of a new era of management. No longer does a manager

sit in an ivory tower and issue directives from a distance.

This study, complex as it is, has acquired new dimensions with the dynamic social

and technological changes of the past two decades. Changing technologies, cultural diversity,

more educated work force and awareness of rights and privileges have prompted a new look

at the entire organizational structures and systems.

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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.

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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 Delhi with

sample size of 50 and sample units were suppliers and

Consumer of mobile connection

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DECLARATION

I hereby declare that the project entitled CUSTOMER ACQUISITION &

RETENTION OF AIRTEL CUSTOMER IN is my original work, done by me.

Now it is an asset of 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.

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TABLE OF CONTENTS

CHAPTER I

INTRODUCTION

COMPANY PROFILE

ORGANIZATIONAL STRUCTURE

CHAPTER II

BUSINESS & MARKETING STRATEGIES

COMPANY PLANS.

CHAPTER III

RESEARCH METHODOLOGY

OBJECTIVES OF THE STUDY

RESEARCH DESIGN

COLLECTION OF DATA

PRIMARY DATA

SECONDARY DATA

CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

SWOT ANALYSIS

FINDINGS

SUGGESTIONS & RECOMMENDATIONS

CONCLUSION

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CHAPTER V

APPENDIX

BIBLIOGRAPHY &QUESTIONNAIRE

CHAPTER 1

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INTRODUCTION

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

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The modern era begins

1946: The first commercial American radio-telephone service

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.

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Michael Faraday - 1791 to 1867

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 signaling, 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.

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Wireless by conduction

On October 18, 1842, Morse laid wires between Governor's Island and 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.

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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 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.

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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.

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 radio-telegraph

system sent signals across the Atlantic Ocean. Ships were the first wireless mobile platforms.

In 1901 Marconi placed a radio aboard a Thorny croft steam-powered truck, thus producing

the first land-based wireless mobile transmitting data, not voice.

In December 24, 1906, Reginald Fessenden accomplished the first radio bandwave

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

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over a pair of telephone wires, seeking a pair that was 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 wireline 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.

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History of cellular mobile telephony: 1982 to 2010

1980 - First cellular phones began to appear

1982 - Nordic Mobile Telephony (NMT) standard

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.

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3. Support for international roaming.

4. Ability to support handheld terminals.

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.

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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 and TACS in the

United Kingdom. They had faith in the advancements in compression algorithms and digital

signal processors to allow the fulfillment 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 650 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.

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1993

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

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.


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.

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1996


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 500m GSM 900/1800/1900 users worldwide.

16 billion SMS messages were sent in April 2001.

By April, 500 million people are GSM users.

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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, 2004, 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.

AIRTEL DISTRIBUTION SYSTEM

DISTRIBUTION SYSTEM

A proper distribution system is very important for every company because now a 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 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

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O r g a n i s a t i o nC & F A

D i s t r i b u t o r

F O S F O SF O S

S e v e r a l F O S

D i f f e r e n tR e t a i l e r s



D i s t r i b u t o r

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PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:

Dealer (Confirms on 570)

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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MOBILE FOOTPRINT

The map below depicts the location of, and provides certain information for, Bharti Tele-

Ventures' existing mobile circles in India:

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SOURCE:

(1) Population estimates are as per National Census, 2001 and are as of March 1, 2001. The

population for Uttar Pradesh (West) circle is approximately 37% of the total population for

the state of Uttar Pradesh.

(2) Mobile subscriber statistics are as of June 30, 2004 and are based on data released by

COAI. Mobile market size comprises the total number of mobile subscribers of all the service

providers in a circle.

(3) Demographics of Maharashtra and Tamil Nadu do not include demographics of state

capitals (metros) Mumbai and Chennai respectively.

(4) Demographics of Haryana does not include Faridabad & Gurgaon as they are included in

Delhi & NCR. Similarly demographics of Uttar Pradesh (West) & Uttaranchal does not

include Noida & Delhi as they are included in Delhi NCR.

The significant growth in the Company's mobile business has been through a combination of

organic growth and acquisitions of additional licenses and has been summarized below. The

information given below is for the total market and is not representative of our market share

or network coverage.

1) Comprises the circles of Maharashtra and Goa.

2) Comprises the circles of Delhi, Himachal Pradesh, Karnataka and Andhra Pradesh.

3) Comprises the circles of Delhi, Himachal Pradesh, Karnataka, Andhra Pradesh and

Chennai.

4) Comprises the sixteen operational circles of Bharti Tele-Ventures.

5) Based on data released by the COAI on the total number of persons subscribing to

mobile services in our licensed areas.

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CHAPTER 2

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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 all to serve 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

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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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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.

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ONE TIME CHARGES (Rs.)

Activation Charges 250

Membership Fee 250 ,converts into security deposit after

24 mnths

Security Deposit 0

MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge Rs.299

MONTHLY CHARGES (OPTIONAL) (Rs.)

CLIP 0

Airtel Other GSM /

CDMA (10

Digit)

Landline /

WLL

LOCAL RATES (Rs. /

Min)

1Per 2

Minute

1 1

STD RATES (Rs. / Min) 1Per 1

Minute

1Per 1

Minute

1Per 1

Minute

ISD (Rs. / Min)

USA, Canada, Europe

(Fixed Line), Australia,

Singapore, Hong Kong,

Thailand, Malaysia,

Indonesia, New Zealand.

6.4

Gulf, Europe (Mobile),

SAARC countries, Africa

& Rest of the world

9.2

Cuba, Sao Tome &

Principe, Guinea Bissau,

Diego Garcia, Nauru,

Solomon Islands,

Vanuatu, Cook Islands,

Tuvalu, Tokelau, Norfolk

Island, Sakhalin

40Rs

SMS (Rs.)

Local 1

CDMA 1

National 1

International 5

VAS 3


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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 Ambala with

sample size of 50 and sample units were suppliers and

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 were used while conducting the project.

Sampling Design was taken by the researcher as the Research design.

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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.

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.

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(4) What occupation do you have?

(a) Business(b) Professional

(c) Government Employee

(d) Student

The data shows that 50 persons are from, 23 persons are professionals, 16 persons are

Private and 5 persons are found retirement 6 person are government employee to

consume mobiles.

Sample size - 50

Occupation Respondent

Professional 23

Private 16

Retirement 5Government 6

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Airtel

market %

Competitor's

market%

Airtel

market%

Competitor's

market%

Airtel

Lapu %

Competitor's

Lapu %

Nair Gallery 55% 45% 45% 55% 33% 67%

Poonam Art Gallery 50% 50% 44% 56% 43% 57%

Aman comm. 63% 38% 42% 58% 42% 58%

Khar Internationals 44% 56% 33% 67% 31% 69%

Saif business 26% 74% 47% 53% 40% 60%

Unique telecomm. 43% 57% 36% 64% 67% 33%

AntiqueCommunications

54% 46% 54% 46% 43% 57%

Harmain Entp.. 56% 44% 42% 58% 43% 57%

Orpat watches 56% 44% 56% 44% 29% 71%

Sindhi Mobiles 45% 55% 40% 60% 38% 62%

TOTAL 50% 50% 43% 57% 40% 60%

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Amarenterprises

Goldentel.

Bharatstores

Kapilcomm.

Plus Pointcomm.

Plazacomm.

New Starcomm.

Kumailcomm.

Juhugeneral

store

Airtel prepaid connection

stock67% 58% 63% 71% 75% 73% 56% 50% 56%

Competitor's stock 33% 42% 38% 29% 25% 27% 44% 50% 44%

Airtel coupon value 42% 40% 33% 33% 42% 40% 60% 40% 50%

Competitor's coupon value 58% 60% 60% 67% 58% 60% 40% 60% 50%

Airtel Lapu value 45% 40% 50% 56% 48% 47% 42% 40% 38%

Competitor's Lapu value 55% 60% 50% 44% 52% 53% 58% 60% 63%

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SALES OF DIFFERENT RETAILERS

S.No.Transforming

Value

Doing (New Sim)

5701. Ginny Telecom 3000/a day 10 / a month

2. Sodhi Selection 3000/a day 7 / a month

3. Krishna Enterprises 3000/a day 2 / a day

4. Balajee Medical Store 1000/a day Don't Sell Sim

5. Pastry Palace 500/a day Don't Sell Sim

6. Sutech Photostat 1000/a day Don't Sell Sim

7. Mobile Gallery 2000/a day 12 / a month

8. E-Zone 4000/a day 10 / a month

9. Vikas Teleco 1000/a day 5 / a month

10. Skyline Communication 1000/a day 5/ a month

11. Kohli Associates 5000/a day 12 / a month

12. Amit Cellnet Don't Sell Lapu Don't Sell Sim

13. Sunrise Communication Don't Sell Lapu Don't Sell Sim

14. Gurunanak Telecom 3000/a day 15 / a month

15. Lambawatch Service 5000/a day 4 / a day

16. Shri Balajee Communication 500 / a day 15 / a month

17. Bharija Telecom 1000/a day 4/ a month

18. Chabra Sons 1500 / a day 10 / a month

19. Gupta Telecom 3000/a day 3/a day

20. Goodluck Telecom 3000/a day 5/a day

21. Arora Telecom 5000/a day 2/a day

22. Baboo Music House 4000/a day 1/a day

23. Rincle Electronics 5000/a day 2/a day24. Honest Telecom 3000/a day 1/a day

25. Prince Communication 2000/a week 2/a day

26. Jyoti Telecom 5000/a week 2/a day

27. Hari Telecom 3000/a day 1/a day

28. Bansal Communication 3000/a day 2/a day

29. Verma Communication 5000/a week 1/a day

30. Sunny Sound 2000/a day 1/a day

31. Diksha Network Don't Sell Lapu Don't Sell Sim

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FINDINGS

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.

One of the various ways to reach the customer is through franchisee. It helps the customer to

be in touch with a particular business. The franchisee should be at many places to build a

strong relation with all segments of customer. It must also have many customer executives so

that there are enough people to attend all customers and time can be saved. It leads to instant

help to the consumer to be happy and satisfied and the sole purpose of marketing "Customer

Satisfaction is achieved.

OUTLOOK OF THE FRANCHISEE:

The franchisee was having transparent glasses outside so that anybody can look in that its

open from outside from inside the franchisee was beautifully furnished with furniture. Most

of the things there was of Red, black and white colour which are colours of Airtel. The

franchisee was centrally air-conditioned and have all the necessary things which customer

needs like sufficient number of seats, drinking water etc.

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People were very happy with add-on scheme of postpaid and also opting for it.

The franchisee sells 7 to 9 postpaid and 3 to 5 prepaid connection daily.

Many customer's were coming for making adjustment in their bill plan or amount.

Many customer's were coming with the problem that the plan they are assigned was not opted

by them.

Radio-connectivity of their system was getting very slow again and again by which the

customer's were getting irritated.

The customer's who need prepaid connection were getting less preference in comparison to

the customer's who need postpaid connection.

The customers were very happy with Airtel scheme in which the customer can make the

payment through bank automatically every month by filling ECR form.

SUGGESTIONS:

There should be more customer care numbers and executives so that the problems of the

customers can be solved quickly.

They should have more space for payment.

The executives there should be given training time to time about new schemes and plans.

No phone calls should be attended while entertaining the customer.

Every executives should know his responsibility and work.

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CHAPTER5

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BOOKS

Marketing Management by Philip Kotler 9th Edition

Research Methods for management by Dr. S. Shajahan 2nd Edition

Principal & Practice of Management by L.M. Prasad, 4th Edition.

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
http://www.airtelworld.com/http://www.researchandmarket.com/http://www.info-shop.com/http://www.smartmobs.com/http://www.yahoosearch.com/http://www.airtelworld.com/http://www.researchandmarket.com/http://www.info-shop.com/http://www.smartmobs.com/http://www.yahoosearch.com/

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57085199 Project Report on Airtel

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