Abhishek Airtel Project

8/7/2019 Abhishek Airtel Project

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Someshwar Trading Co.

Advanced ManagementCollege, Bangalore

Introduction

1.1 Statement of the problem

1.2 Research Methodology

1.3 Objective of the study

1.4 Scope of the study

1.5 Limitations of the study

STATEMENT OF THE PROBLEM

Chapter 1:


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Customer satisfaction is a general problem which every organization

face may be at high extent or may be at medium extent or may at low extent.

The hypothesis has been made that there is a problem to achieve

customers satisfaction in Someshwar Trading Co., and this is affecting on

the target of achievement of the companys objectives.

Survey has been conducted to know the customers satisfaction. The

research conducted was descriptive research the objectives were found out

from the market by asking the customers about their views.

RESEARCH METHODOLOGY


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The data was collected through survey. The information was collected

directly from respondents. The survey was done by personal interview,

where the information was collected directly from respondents in face-to-

face situation.

The measurement technique used was a questionnaire.

Questionnaire was used as a formalized instrument would give the

respondents and the researchers a fixed pattern to conduct a survey. The

questionnaire was structured, as it would provide better means of recording

the information.

SAMPE SIZE

The sample chosen contained 100 respondents. This number was

chosen taking into consideration on the time limit and inadequacy of

manpower for the survey. This population is from Yaragatti.

SAMPLING METHOD

The sampling method chosen is non probability in this survey

it was judgmental sampling. As the sampling unit was selected

according to the researchers judgment of income.

The respondents were interviewed in their work areas such as office,

hospital, home, school, and college.

OBJECTIVES OF THE STUDY


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y To know the customers satisfaction.y To know the customers behavior and response towards Airtel

Company.

y To find out the factors influencing the customers.y To know the activities and facilities provided by company to satisfy

customers.

y To study welfare activities of the company.y To know the expectations of customers while connecting with Airtel

Company.

y To know how branded the Airtel is?y To give remedial measures that can be implemented by Airtel.

SCOPE OF THE STUDY


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The scope of the project report is to study the level of satisfaction of

the customers with Airtel GSM. Every company wants the feed back of their

customer about the product, price, service and promotional activities in order

to know the customer attitude towards its product. This study confirms that

the Bharthi Airtel Pvt Ltd has satisfied its customers with Airtel GSM

service.

LIMITATIONS OF STUDY


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y The time given was not sufficient as only one person had to conductthe survey.

y The exact thinking of the respondents cannot be found out.y Surrogate error could be one of the limitations.y Findings are made with in the limited Information & views of the

respondents. So a chance of bias information is not totally eliminated.


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COMPANY

PROFILE2.1 History & Development

2.2 Vision &Mission

2.3 Organizational Chart

COMPANY PROFILE

History:


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Bharti Airtel founded with a modest capital, in the year 1976.It is

India's leading provider of telecommunications services. The company has

27 million customers across India. It is a part of Bharti Enterprises. The only

operator to provide mobile services in all 23 business regions, or circles, in

India, the company also provides telephone services and Internet access over

DSL in 15 circles, complementing its national and international long

distance telephone services with mobile and broadband services.

Sunil Bharti Mittal is the chairman and group managing director of

Bharti Tele-Ventures. He is a graduate of PunjabUniversity and completed

the owner/president management program at HarvardBusinessSchool in

1999.

Bharti Airtel provides telecommunication services primarily to

corporate, and small and medium scale enterprises in India. It offers global

system for mobile communication (GSM) services, broadband and telephone

services, national and international long distance services, and enterprise

services. The company's mobile communication services include

information services, short message, and prepaid and post paid services, aswell as wireless application protocol-enabled Internet access and roaming

services. Its telephone services include telephone services, dial-up services,

special phone plus services, unified messaging, and audio conference

services; and broadband services comprise integrated services digital

network, leased line, virtual private networks, and wireless fidelity networks.

The company also offers long-distance voice and data communication

services, as well as enterprise services, such as voice services, mobile

services, satellite services, managed data and Internet services, and managede-business services.

VISION & PROMISE


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By 2010 Airtel will be the most admired brand in India:

y Loved by more customersy Targeted by top talenty Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the

needs of our customers and how we want them to feel. We deliver

what we promise and go out of our way to delight the customerwith a little bit more

ORGANISATION CHART


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Cha ter 3:


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Customer

Satisfaction

3.1 Customer Satisfaction Meaning

CUSTOMER SATISFACTION

Introduction:


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Companies should also know that mangers and sales people can

manipulate their ratings on customer satisfaction. They can be especially

nice to customers just before the survey. Another danger is company will go

out of the way to please to customer; some customers may express high

satisfaction classification (even satisfied) in order to receive more

concessions.

Delivering customer value and satisfaction value chain:

The value chain as a tool for identifying ways to create more

customer value, every firm has a collection of activities that are performed to

design, produce market deliver and support it products. The value chain

identifies nine strategically relevant activities. This nine value creating

activity consists of five primary activities and four support activities.

The primary activities represent the sequence of bringing materials

into the business. Converting them into final products, shipping out final

products, marketing them and providing service. The support activities

procurement, technology development, human resource management and

firm infrastructure.

Value delivering network:


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To be successful the firms also need to look for competitive advantage

beyond its own operations, into the value chain of its suppliers, distributors

and customers. Many companies today have partnered with specific

suppliers and distributors to create a superior value delivery network

Attracting and retaining customers:

In addition to attracting the new customers and retaining the existing

customers many companies are intent on developing stronger bonds and

loyalty in the supply chain

TARIFF PLANS IN AIRTEL

Plan Validity Talk time Call RateLocal Mobile Landline STD

Airtel One Plan 1 Month 50


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398 Plan 1 Year 200 50ps Rs.1 Rs.2.6

349 Plan 1 Year 150 79ps 79ps Rs.2.6

Bundling offer 2 Year 10 Rs.1 Rs.1 Rs.2.6

Super Lifetime Life time 10 Rs.1 Rs.1 Rs.2.6

Chapter 4:


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Data Analysis&

Interpretation4.1 Tabulated data

4.2 Graphical representation

DATA ANALYSIS AND

INTERPRETATIONThe analysis of the questionnaire was done taking into consideration

the objectives.

The popular company is descriptive form and the reasons are stated

giving the number of respondents favoring the company in percentage form.


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The popular Airtel service is given in percentage form which the

opinion of people is given in descriptive form.

TABLE NO:-1

DURATION OF USAGE OF AIRTEL SIM BY CUSTOMERS


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Duration No. of

Customers

Percentage

1-6months 32 32

6months-1yr 26 26

1-2yrs 22 22

2-3yrs 12 12

3-5yrs 6 6

5-8yrs 2 2

GRAPH NO:-1


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CONCLUSION:-

It is found that most of the users are using Airtel from last 3yrs.F

romthe data it is clear that current market of Airtel has grown up vastly. Because

Airtel provides good services and attractive tariff plans.

TABLE NO:-2

0

5

10

15

20

25

30

35

1-6 Mth 6Mth-1Yr

1-2 Yrs 2-3 Yrs 3-5 Yrs 5-8 Yrs

No. of Customer


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DIVERT OF DEMAND FROM OTHER COMPANY

TO AIRTEL

From Vodafone to Airtel 11

From Reliance to Airtel 9

From BSNL to Airtel 7

GRAPH NO:-2


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CONCLUSION:-

It is found that 27% of the customers have newly got connected to

Airtel and 73% are using from long years.

In that 27% of customers mostly are diverted from Vodafone,

followed by Reliance and then at last by BSNL.

TABLE NO:-3

USAGE OF OTHER SIM

0

2

4

6

8

10

12

Vodafone Reliance BSNL

No. of Customers


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Being an Airtel customer, some of them even use other company sim.

The details are as follows:

No. of customers Percentage

Only Airtel users 76 76

Airtel users using even

other sim

24 24

Among these, Airtel users using even other sim are:

SIM No. of customers Percentage

BSNL 6 25Vodafone 10 41.66

Reliance 8 33.34

GRAPH NO:-3


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CONCLUSION:-

It is found that 41.66% of the users are using Vodafone, followed by

33.34% users are using Reliance and then 25% users are using BSNL, along

with Airtel.

TABLE NO:-4

REASONS FOR BUYING AIRTEL SIMCARD

0

12

3

4

5

6

7

8

9

10

BSNL VODAFONE RELIANCE

No.of Custom


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Reasons Customers

opinion

Percentage

Network/coverage 58

Attractive tariff/plans 20 20

Others 22 22

GRAPH NO:-4


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CONCLUSION:-

By the above chart we can interpret that network/coverage is themain influence factor for customers to accept Airtel service.

TABLE NO:-5

PERFORMANCE OF AIRTEL SIM

0

10

20

30

40

50

60

Network Plans Others

No.of Customer


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Criteria No. of customers Percentage

Delighted 24 24

Highly satisfied 34 34

Satisfied 42 42

GRAPH NO:-5


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CONCLUSION:-

From the above diagram it is clear that 100% customers show thesatisfaction towards Airtel.

TABLE NO:-6

Delighted

Highly Delighted

Satisfied


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LEVEL OF SATISFACTION REGARDING

FACILITIES

Facilities Good Bad

Calls incoming 100 00

Calls outgoing 66 34

SMS 33 77

MMS 42 58

GRAPH NO:-6


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CONCLUSION:-

It is found that 100% of customers are satisfied with incoming calls,

because of excellent network coverage. But, as per outgoing calls 34% ofthem are unsatisfied and the response was only one, which is high cost. 33%

of customers agree that SMS facility is good, 5% of them believe that the

rate of 10ps/SMS is makes them unsatisfied. Finally, 42% of the customers

are satisfied with the MMS.

TABLE NO:-7

MODE OF COMMUNICATION

010

20

30

40

50

60

70

80

90100

CallsIncoming

CallsOutgoing

SMS MMS

Good

ad


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Mode of communication No. of customers Percentage

By sending SMS 46 46

Postal facilities 12 12

Call up 33 33

Internet 9 9

GRAPH NO:-7


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CONCLUSION:-

By the above chart it clear that Airtel keeps their customers in touch

maximum through sending SMS i.e. 46% then is by call up at 33% and then

through postal facility 12% and then through internet is 9% customers

strongly believe in Airtel.

TABLE NO:-8

CUSTOMERS PERCEPTION TOWARDS AIRTEL

SERVICE AND ITS WELFARE ACTIVITIES

05

10

15

20

25

30

35

40

4550

By SendingSMS

PostalFacilities

Call Up Internet

No.of Custom


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Perception No. of customers Percentage

Proud 92 92

Not proud 8 8

GRAPH NO:-8


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RANK 1 GIVEN BY THE CUSTOMERS

Companies No. of customers Percentage

Airtel 63 63

BSNL 17 17

Vodafone 12 12

Reliance 8 8

GRAPH NO:-9


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CONCLUSION:-

From the data collected it is clear that the final rankings are

Rank 1 Airtel

Rank 2 BSNL

Rank 3 Vodafone

Rank 4 Reliance

TABLE NO:-10

OVERALL SATISFACTION OF CUSTOMERS

0

10

20

30

40

50

60

70

Airtel BSNL Vodafone Reliance

No.of Customers


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Satisfaction

Level

No. of

Customers

Percentage

Highly satisfied 53 53

Satisfied 27 27

Just satisfied 20 20

GRAPH NO:-10


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CONCLUSION:-

From the above chart it is clear that most of the customers are highly

satisfied with Airtel.

0

10

20

30

40

50

60

HighlySatisfied

Satisfied JustSatisfied

No.of Customers


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Winding Up

5.1 Findings

5.2 Suggestions

5.3 Conclusion

FINDINGS

1. By the survey it is found that the main reason of brand loyalty ofAirtel is because of its network.

2. Customers feel that Airtel is a royal SIM and a genuine product henceworth buying. The second reason is the quick service helpline and


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which are open for 24hours/day. Then thirdly, air is providing

attractive tariff plans.

3. 27% of the customers have newly got connected to Airtel and 73% areusing air from long ago.

4. Out of the total customers using Airtel 20% of them believe it to begood, 27% as better and 53% as best.

5. As per facilities is concerned, calls incoming-100% customers aresatisfied, calls outgoing-66% are satisfied, for SMS 23% are satisfied

and 42% are satisfied with MMS.

6. 12% customers strongly believe that they are communicated through postal services, 9%customers believe as internet, 46% customers by

sending SMS and then33% through call up.

7. In response to the perception towards Airtel 92% customers are proud,8% are not proud.

8. The rankings made by respondents towards different companies are :Rank 1 Airtel

Rank 2 BSNL

Rank 3 Vodafone

Rank 4 Reliance

SUGGESTION TO BHARTI AIRTEL LTD.

1. The recharge rate to prepaid is very high as compared to othercompanies i.e. the rent is deducted to a high extent so, it must be

reduced.

2. Most of the customers found that the call rate is very high and must

be reduced.

3. Increase discounts and extend time limit.


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4. Needs to provide immediate response regarding easy recharge on

prepaid connection.

5. In the application form before the SIM is provided, it must have

working hours to be mentioned between which the call ups must not

be done by Airtel to the specified customer.

CONCLUSION

Bharti Airtel provides telecommunication services primarily to

corporate, and small and medium scale enterprises in India. It offers global

system for mobile communication (GSM) services, broadband and telephone

services, national and international long distance services, and enterprise

services. Airtel has best network and coverage compared to other


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companies. Most of the people have ranked top to this company. The service

provided by Airtel is satisfactory.

Chapter 6:


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ANNEXURE&

BIBLIOGRA

PHY6.1 Questionnaire

6.2 Bibliography


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QUESTIONNAIRE

A Survey on Customer Satisfaction for Bharti

AIRTEL Ltd. with special reference to Someshwar

Trading Company., patna

PERSONAL INFORMATION

1)Name & Address: _________________________________________________________________________________________________

2) Occupation:______________________________________________3) Income:(per annum)

Below Rs.10000 Rs.10000-20000

Rs.20000-30000 Above Rs.30000

4) Age Group:18 - 30 30 - 40

40 - 50 Above 50

RESERCH INFORMATION

1) Since how many years/months you are using Airtel network?____ Years/months.

2) Have you changed your old connection to Airtel?Yes No

If yes, which mobile were you using earlier: _____________

Reason for diverting: _______________________________________


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3) Do you use even any other SIM other than Airtel?Yes No

If yes, mention:

BSNL Vodafone

Reliance

If No, why do you use Airtel service only?

Network/Coverage

Attractive Tariffs/Rates

Others

4) Details of your tariff/rate plan:________________________________________________________________________________________________________________

________________________________________________________

5) Your opinion about the existing offers in Airtel :________________________________________________________

________________________________________________________

________________________________________________________

6) What is your opinion about the following facilities provided to you?


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Facilities Delighted Highly Satisfied Satisfied Dissatisfied

Local A-A Calls

Local Calls to

Others

STD Calls

ISD Calls

SMS

GPRS

7) What is the mode of communication channel through which Airtelkeeps you in touch?

By sending SMS Postal Services

Call up Internet

8) Are you aware of the welfare activities of the Airtel Co.?Yes No

If yes, are you satisfied with those activities?

Fully Partially

Not at all Not Satisfied

9) Do you feel proud to be a part of Airtel Co.?Yes No

If Yes or No

Reasons: ________________________________________________

________________________________________________________

________________________________________________________

____________________________________________

10) Rate the following networks by using numbers( 14)


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Airtel BSNL

Vodafone Reliance

11)Any Suggestions to the company:________________________________________________________

________________________________________________________

________________________________________________________

________________________________________________________

12)Overall, how satisfied have been with the Airtel services?Fully satisfied Satisfied Just satisfied

BIBLIOGRAPHY


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MARKETING MANAGEMENT-PHILIP KOTLER

COMPANY MANUALSCOMPANY REPORTINTERNET-www.airtelworld.co.in

THANK YOU

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