COMPARATIVE STUDY ON CUSTOMER SATISFACTION LEVEL OF AIRTEL & OTHER OPERATERS

8/3/2019 COMPARATIVE STUDY ON CUSTOMER SATISFACTION LEVEL OF AIRTEL & OTHER OPERATERS

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ON

“COMPARATIVE STUDY ON CUSTOMER

SATISFACTION LEVEL OF AIRTEL &

OTHER OPERATERS”

FOR



Acknowledgement

Before I begin to write down my project report I would like to thank all those people who

helped me in the completion of this project.

I would like express my sincere gratitude towards for selecting me to undergo this project

“Comparative study of Urbon Co-operator Bank with other operators and customer

perception in this esteemed organization.

I greatly indebted to him who guided me at every step in understanding each and every

aspect of working.



Preface

Customers are very important for any company, infact, “customers are not the important

of business, they are business itself.”

Customers are the best source of information for a business. It has been well said that,

“business doesn’t need financial pundits to tell how to run it; it is the customer who tells

us”. For an enterprise seeking a comparative edge, customers are the prime drive force.

The enterprise must understand who its customers are and what they want?

For any company relationship management is very important tool to gain competitive

edge in their business. In Telecom business there are two types of customers.

1. Retailers (First customers)

2. Users (End Customers)

The main motive of this project was to survey both type of customers and analyze the

demand of value voucher in the market



TABLE OF CONTENTS

INTRODUCTION 5-9

OBJECTIVE 10-11

COMPANY PROFILE 12-60

RESEARCH METHODOLOGY 61-63

FINDING & ANALYSIS OF QUESTIONNAIRE 64-75

LIMITATION 76-77

CONCLUSION 78-79

SUGGETIONS & RECOMMENDATIONS 80-83

BIBLIOGRAPHY 84-85

APPENDIX 86

QUESTIONNAIRE FOR RETAILER 87-89

QUESTIONNAIRE FOR CUSTOMER 90-92





INTRODUCTION

The Word Cellular has been originated from the English Word Cell.

Cellular Telephony is a network of wireless equipment, which use radio

waves .The cellular phone sends and receives radio single to and from nearest cell site,

which is connected to the mobile Switching Center (MSC). The MSC is connected to the

conventional local phone network. The use of radio waves as the communication line

eliminates the use of wires that tie down to one point. As long as you are in the cellular

service area, whether you are moving or stationary you remain connected at all times.

When you subscribe to cellular phone service you are provided with a SIMCare

(Subscriber Identity Module ). The SIM Card is about the size of a regular band credit

Card with a microchip, which stores you cellular number and other subscriber

information. In the field of cellular telephone, now a day mainly four techniques are used

which are G.S.M.,C.D.M.A.,W.L.L.,M.P.S./cellular business based on GSM and

P.D.C.S.

Technology is spread all over the world. There are about 400 GSM network on air

more than 164 countries, totaling close to 473 million subscribers. Different operator

allows assessing different type network GSM networks. There are essentially three type

network – 900,1800 and 1900GSM.



What is GSM?

GSM stand for Global system for mobile communication. It lays down the

common standard for mobile telephone. Which allows the subscriber to use their

handsets, in any place, which has GSM coverage.

GSM in the PAN European standard for digital cellular telephone services it is worlds

fastest growing mobile communication standard. GSM was designed for European

market to provide the advantage of automatic, international roaming in multiple

countries. GSM system has already been implemented in Asia, Africa and the Middle

East.

Being a digital technology GSM provide crystal clear sound, fewer drop cells,

excellent transmission quality and mobility not only in India but even when you are

traveling abroad.

The Sim card is vital component in GSM operation. The user can store all

relevant data for the phone on a removable plastic care. The card can be plugged onto any

GSM compatible phone and the phone is instantly personalized for the user.



How the GSM Cellular phone

Works

1. The caller while stationary or while traveling want to make a call.

2. His call is transmitted to the nearest radio base station from where; it is

transmitted through a microwave ling or through a fiber optic cable to a mobile switch on

exchange for mobile phone cells.

3. If the cell is to another mobile subscriber, the mobile switch to another radio base

station, from where it is transmitted to the receiver’s mobile phone, directs it

4. In case the call is to subscriber on another network, fixed or mobile. It is directed

to the public network via the mobile switch and is then carried to its destination like a

normal call.

Our Partners

Singapore Telecom

British Telecom

Warburg Pincus

New York Life

Telia AB Sweden

Intel

Siemens Ltd.



BOARD OF DIRECTORS

MR. SUNIL BHARTI MITTAL

MR. RAKESH BHARTI MITTAL

MR. RAJAN BHARTI MITTAL

MR. AKHIL GUPTA

MR. LUNG CHIEN PINGMR. LIM TOON

MS. CHUA SOCK KOONG

MR. DALIP PATHAK

MR. BASHIR ABDULLA

CURRIMJEE

MR. DONALD CAMERON

MR. N. KUMAR

MR. PULAK PRASAD

MR. PAUL O’SULLIVAN

PROF. V.S RAJU





OBJECTIVE

To draw a comparative study of consumer satisfaction level of “AIRTEL” and other

operators and to explore that how many people use AIRTEL and how many people use

other operators.

To find out the cellular phone awareness among the customer

To identify the potential customers across location, age groups, profession

To get an idea of customer expectations about AIRTEL

To find out the factors affecting the purchase of cellular phone

Find out the form where the customers prefer to buy the cellular phone

To find out which cellular phone service is preferred by the customer

To find out the purpose of taking a cellular phone connection





Bharti Airtel Limited, a part of Bharti Enterprises is India's leading provider of

telecommunications services.

Bharti Telecom Limited is the promoter company of Bharti Airtel Limited.

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited

(“Bharti”), India’s largest private integrated telecom player since October 2001. He is

the board director since July 1995.

Bharti Airtel Limited was established on July, 07, 1995 as a Private Company Limited.

Sunil Mittal was one of the first entrepreneurs to identify the mobile telecom business as

a major growth area and launched services in the city of Delhi and the National Capital

Region in the year 1995.

Some of the Feathers in the cap of Mr. Sunil Bharti Mittal are

“Best Asian Telecom CEO”, Telecom Asia Awards 2005

“Best CEO, India”, Institutional Investor, 2005

“Business Leader Of The Year”, Economic Times, 2005

“Ernst & Young Entrepreneur Of The Year 2004”, Ernst & Young

He is also the Board Member of the Global GSM Association.

Sunil is an alumnus of Punjab University and has completed the “Owner/President Management

Program” from Harvard Business School.



Awards and Recognitions

For the Year 2006 – 2007

Sunil Bharti Mittal is ‘CEO of the Year’ at the Frost & Sullivan Asia Pacific ICT Awards

2006 & Bharti Airtel bags ‘Wireless Service Provider of the Year' and 'Competitive

Service Provider of the Year'

Bharti Tele-Ventures is the “BEST INDIAN CARRIER” at Telecom Asia Awards 2006

Bharti Airtel Limited was the first private operator to have an all

India presence. It has 23,072,579 GSM mobile and 1,504,840 broadband & telephone

(fixed line) customers (as at month ended June 30, 2006).

The businesses at Bharti Airtel have been structured into three individual strategic

business units (SBU’s) - mobile services,

broadband & telephone services (B&T) & enterprise services. The mobile services

group provides GSM mobile services across India in 23 telecom circles, while the B&T

business group provides broadband & telephone services in 90 cities. The Enterprise

services group has two sub-units - carriers (long distance services) and services to

corporate. All these services are provided under the Airtel brand.

The mobile services are provided under Mobility leader’s business group. The

broadband & telephone services and enterprise services comes under the Infotel leaders

business group.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National

Stock Exchange of India Limited (NSE).



Partners

The company has a strategic alliance with Singapore Telecommunications Limited,

Singapore (SINGTEL), which owns it by 30.8%. Pastel Limited is the investment

company of SINGTEL.

The company also has a strategic alliance with Vodafone, UK ; which

Has 10% ownership in it.

The company’s mobile network equipment partners include Bird, Ericsson, Motorola

and Nokia.

In the case of the broadband and telephone services and enterprise services (carriers),

equipment suppliers include Siemens, Nortel, Corning, among others.

The Company also has an information technology alliance with IBM for its group-wide

information technology requirements and with Nortel for call center technology

requirements.

The call center operations for the mobile services have been outsourced to

IBM Daksh, Hinduja TMT, Teletech & Mphasis.

Besides these companies some other share holders of Bharti Airtel Limited are CITI

GROUP GLOBAL MARKETS MAURITIUS, MORGAN STANLEY & COMPANY

INTERNATIONAL LIMITED, LIC

http://www.singtel.com/

http://www.singtel.com/



Organisation Structure

As an outcome of a restructuring exercise conducted within the company; a

new integrated organizational structure has emerged; with realigned roles, responsibilities

and reporting relationships of Bharti’s key team players. With effect from March 01,

2006, this unified management structure of 'One Airtel' will enable continued

improvement in the delivery of the Group’s strategic vision.



Corporate Governance

Bharti Airtel Limited firmly believes in the principles of Corporate Governance and is

committed to conduct its business in a manner, which will ensure sustainable, capital-efficient and long-term growth thereby maximising value for its shareholders, customers,

employees and society at large. Company’s policies are in line with Corporate

Governance guidelines prescribed under Listing Agreement/s with Stock Exchanges and

the Company ensures that various disclosures requirements are complied in ‘letter and

spirit’ for effective Corporate Governance.

During the financial year 2003-04, your Company was assigned highest Governance and

Value Creation (GVC) rating viz. ‘Level 1’ rating by CRISIL, which indicates that the

company’s capability with respect to creating wealth for all its stakeholders is the highest,

while adopting sound Corporate Governance practices.This rating was re-affirmed by

CRISIL on April 20,2006.



Vision

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

Loved by more customers

Targeted by top talent

Benchmarked by more business



Airtel & Visual Identity

For a brand to be successful, it must build enduring relationships with its different

audiences. Integral to this relationship is the visual image of the brand the consumer

carries in his/her mind. The Airtel brand image is created through the consistent

application of a carefully developed visual identity, which helps Airtel distinguish itself

in a cluttered market. Airtel's visual identity helps create instant brand recall and

strengthens the relationships that its audiences have with it.

The Airtel visual identity has different elements that work together to create a strong and

consistent identity for the brand. The most important of these are:



The Airtel Logo



The Airtel logo is a strong, contemporary and confident symbol for a brand that is always

ahead of the rest. It is a specially drawn wordmark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counterform creates an open

doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's

leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation..

The words 'Express Yourself' are very much part of the brand identity.

The Airtel Colour Palette

The lettering is grey so that the pure black of Airtel is visually unharmed.

Airtel Outlets





One World 699

ONE TIME CHARGES

Activation Charges Rs. 250

Security Deposit NA

MONTHLY CHARGES (FIXED) 699

Bill Plan Charge Rs. 600

Monthly Rental Rs. 99

CLIP NA

Any Other Charges NA

MONTHLY CHARGES (OPTIONAL)

CLIP NA

Airtel Other GSM Landline/CDMA

LOCAL RATES Re. 1 per 2 min Re. 1 per min Re. 1 per min

STD RATES

50-200 KM Re. 1 per 2 min Re. 1 per min Re. 1 per min

200-500 KM Re. 1 per 2 min Re. 1 per min Re. 1 per min

500+ KM Re. 1 per 2 min Re. 1 per min Re. 1 per min

ISD

USA, Canada, Europe (Fixed Line), Australia,Singapore, Hong Kong, Thailand, Malaysia,

Indonesia, New Zealand.

Rs.2.99 per min*

Gulf, Europe (Mobile), SAARC countries,Africa & Rest of the world

Rs.9.99 per min



Cuba, Sao Tome & Principe, Guinea Bissau,Diego Garcia, Nauru, Solomon Islands,Vanuatu, Cook Islands, Tuvalu, Tokelau,

Norfolk Island, Sakhalin

Rs. 40.00 per min

SMS

Local Re.1

Local CDMA Re.1

National Re.1

International Re.5

VAS Rs.3

Roaming across Bharti circles at Re. 1/min.

International Roaming rental Waived off in this plan.

CLIP waived off in this plan

Group Save 249

ONE TIME CHARGES

Activation Charges Rs. 250

Membership Fee Rs. 250

Security Deposit NA

MONTHLY CHARGES (FIXED) 249

CLIP NA

MONTHLY CHARGES (OPTIONAL)

CLIP NA

Airtel Other GSM Landline/CDMA

LOCAL RATES Rs. 0.50/min Re. 1 Re.1

STD RATES

50-200 KM Rs.2.40/min Rs.2.40/min Rs.2.40/min

200-500 KM Rs.2.40/min Rs.2.40/min Rs.2.40/min

500+ KM Rs.2.40/min Rs.2.40/min Rs.2.40/min

ISD

USA, Canada, Europe (Fixed Line), Australia,Singapore, Hong Kong, Thailand, Malaysia,

Rs.7.20/min



Indonesia, New Zealand.

Gulf, Europe (Mobile), SAARC countries,Africa & Rest of the world

Rs.9.99/min

Cuba, Sao Tome & Principe, Guinea Bissau,

Diego Garcia, Nauru, Solomon Islands,Vanuatu, Cook Islands, Tuvalu, Tokelau,

Norfolk Island, Sakhalin

Rs.40.00/min

SMS

Local 50p

Local CDMA 50p

National Rs.2.00

International Rs.5.00

VAS Rs.3.00

Special CUG Offer:

All local calls within the group - 30p/min.

2.All STD calls within the group - 30p/min

3.All roaming outgoing calls within the group - 30p/min





Counter today’s corporate problems with the power of

BLACK BERRY

It provides easy access to E mails, browsing and phone performance in all in one device.

It works as a business organizer, so that you can remain free from remembering our busy

schedule.

Things move quickly in the business arena and if you need to make quick, informed

decisions while out of the office, BLACK BERRY is the solution. That’s why Black

berry is one of the most important accessories of the business class today.

There's no need for a laptop to view your

emails, no need for a fixed phone line, and no need to log-on - they're automatically

'pushed' straight to your BlackBerry handheld.

BlackBerry – allows you to send and receive E mail where ever you are.

BlackBerry integrates seamlessly with your corporate email account offering a simple

and secure way to communicate using GPRS/EDGE.

Hello Tunes is the latest innovation from the house of Airtel that both our prepaid and

postpaid customers can enjoy. Now when you dial the number of an Airtel buddy, you no

http://www.airtelworld.com/blackberry/blackberry_7100g.jsp

http://www.airtelworld.com/blackberry/blackberry_7290.jsp



longer have to hear that boring old ‘tring tring.' Instead, you can groove to the hottest

new tracks on the music scene!

CHARGES

Monthly Subscription Rs 30

Download Charges per Song Rs 15

Airtime Charges Rs 6/min*

Rs 6/- per min for customers in North East, Assam, Bihar and Orissa Cir

FEATURES

Choose from a variety of language options

One song for all callers with Everyone-Tune'

Personalize songs for special callers with ‘Special tune'

Wide variety of songs and language options made it popular in no time.

Some of the other value added services offered from the Airtel stable are:

Vehicle Tracking

Vehicle tracking solution enables a company to monitor the location of their stock in

transit. Each vehicle is mounted with an Airtel mobile (Phone) or a Global Positioning

System (GPS) box and a vehicle tracking enabled SIM card. The SIM card sends periodic

updates of the location of vehicles to the Bharti application server. The progress of the

vehicle is displayed on a map on the tracking website. The application allows tracking of

multiple vehicles simultaneously.



Mobile SFA (Sales Field Automation)

Mobile SFA will help companies to enable to make their web based application and ERP

systems wireless so that the field force can have access to information on their Airtel

mobile phones. Bharti has worked proactively with middleware companies (e.g.

Air2Web) and system integration partners to provide these solutions to customers.

AIR (Airtel Intelligent Routing)

Airtel Intelligent routing solution overlays your company's PABX to route landline traffic

through the mobile network. Employees of the company can use their existing landline

extensions to make calls via AIR. They just need to dial a code (for example like 8,

configurable by the customer) to reach the AIR terminal. A dial tone will be heard and



users can dial the number, which they want to reach. There is no change in the end user

experience.

Information Broadcast

Information Broadcast is a means of simultaneously disseminating information to

multiple employees/customers over SMS. It also gives the flexibility of sending messages

at a predefined time and pre-defined date. The user logs on to the solution through

internet, types the message, selects the group he wants to send the message to and after

defining the date and time just clicks on the ‘send' button.

Call Centers

Business today is run for the customers. To manage customer queries (pre sales and post

sales), clients require to set up small call centers with minimum expenses. To help out

clients with such requirements Airtel proposes the call center solution. This solution

helps the clients to start up a local call center with facilities to receive 4-5 simultaneous

calls. These provide these solutions to customers

Audio Conferencing by Airtel

Instead of traveling to meet with customers and suppliers many Enterprises are saving on

travel costs by using Airtel's Audio Conferencing facility.

Audio Conferencing is easy ways to have multiple people participate in the same phone

call together.

Corporate SMS Directory

This service enables a user or a set of users to upload their mobile numbers, names and

locations in an Airtel Server. These users can



then access their numbers by using the SMS facility on their phones. Airtel provides

space to its clients to upload their directories onto its servers.

These numbers need not be just Airtel Mobile numbers. These can even be your fixed

line numbers. Two or more numbers can be given for the

same person.

Airtel Data Card

With the Airtel Data Card, you have the freedom to access the internet anytime,

anywhere across the Pan Indian Airtel Network. You can also avail of this service as

you roam internationally. The Airtel Data Card, which is EDGE and GPRS

enabled, has the features of a SIM card, which enables you to send and receive SMS.

The Airtel Data Card is much faster than a GPRS connection.

One can a wail of instant configuration and installation.Liberty of 24/7 connection made it the choice of millions.

Dial 646

One can access to a large number of value added services by calling 646 from his/her

mobile phone. 646 has loads of applications that cater to all your needs. Be it

downloading ringtones or listening to the latest news, it's all there on the one single

number! The dating application helps you find a friend and the jokes will crack you up!

For e.g. Say ringtones for downloading the latest ringtones available

Features

Surf within 646

http://www.airtelworld.com/myairtel_roaming_gprs.jsp

http://www.airtelworld.com/myairtel_roaming_gprs.jsp



For example if you are in the ‘News' section and want to listen to the cricket score, just

say ‘Cricket” and you will be taken to the cricket menu.

Backup Options Provided

With Airtel, you never have to worry about voice distortion due to external factors such

as heavy traffic or too much background noise. Our system will provide options for

interaction if it is unable to understand your request.

FREE ‘Alerts Subscription' & ‘Multi Modal' Call Back

For eg. Whenever a new ringtone is available with us we will send you an SMS alert and

you can then dial in and download that ringtone!

Airtel Live

The hip and happening sphere of the Internet is now on your cell phone with Airtel Live!

Portal.

Airtel Live! Portal literally puts the Internet in your pocket- your Internet Mobile, thus the

benefits are as wide as the Internet itself.

Airtel Live! Portal offers you access to a range of personalized services like email,

contacts, greetings, games as well as access to a host of Information services and lots

more. In essence, Airtel Live! is the exciting new way to live, innovate and stay ahead.

Making life just the way you want it to be.... "WITH IT".

Mobile communications and the Internet are now very much a part of our lives and the

WAP service is the first step towards the convergence of these two technologies. Airtel

Live! Portal is not only about WAP, it is about the endless possibilities of wireless

technology in the future. Airtel Live! Portal will make networking easier, enhance

lifestyles and equip you to touch the good life of today and tomorrow.



A WAP phone is all you need to search for the latest news and information from around

the world, you'll be able to buy travel or movie tickets, rent a car, play games and check

your bank account wherever you are.

With WAP, most of the information on the Internet can be viewed on a mobile phone.

MMS Live Card

Airtel Prepaid Roaming

At Airtel, we encourage you to explore the world.

With Airtel Roaming Services and the world as your canvas,

you never have to really have to be as far away from home as the miles define.

Roaming [National]

Airtel’s Roaming service allows you to use your mobile phone to make or receive calls

from almost anywhere in India.

Roaming [International]Airtel's Roaming service gives you the complete freedom to you to use your mobile

phone anywhere in India and abroad.

Roaming - GPRS - BlackBerry [International]

http://203.199.113.33/operator/airtel/airtelmms/Preview.aspx?CID=59568






AirTel's GPRS Roaming service allows you to use your GPRS services to access the

internet and office mails from almost anywhere in India and abroad.

Roaming [Regional] Now enjoy regional roaming with Airtel! Have the freedom to roam within your specific

location!

Prepaid Roaming

You have the freedom to enjoy the luxury of Airtel’s roaming facility now even with

your prepaid connection!

Value Added Services(Rs.) 3.00

SMS 646

SMS (Short Messaging Service) is the fun language going around the world and you canhave great fun in sending messages and jokes to your friends and colleagues.

And now you can enjoy a host of services by sending a keyword as an SMS to 646! Airtel

have tied up with the best content providers to ensure the coolest services especially for

you!

Send M/ Menu/ Help/ HLP to 646 for list of services available.

Service Information

received

Keyword

Astrology /

Horoscope

Daily horoscope Send first 3 letters of your zodiac sign e.g

<LEO> to 646



Cricket Cricket Scores

and updates

Send <CRI> to 646

Ringtones Ringtones, Logos Send <Keyword> < Code> <Handset Code> to

646 Keyword

TONE: Sends a ring tone

LOGO: Sends a logo

Code Code is the Tone ID or Logos ID that

you wish to download.

Handset Code

Handset code is the short code for the handset

make.

NOK = Nokia

ERI = Ericsson, Motorola

SAM = Samsung

ALC = Alcatel

CALL CONFERENCING

With Airtel call conferencing, teleconference with 6 people simultaneously. You can also

have the liberty of setting up a conference even when the other five individuals are using

a landline.



Call conferencing is available only on select cell phones. To find out if your cell phone

has the facility, please call our Customer Care on 121 from your Airtel phone.

GPRS / MOBILE OFFICE

Mobile Office provides you with access to e-mail and Internet any time and anywhere,

even while on the move. It is an indispensable asset for traveling executives, as it enables

you to be in touch when at airports, hotels etc. Now you can access official mail, refer to

sites for information and do everything that you would, on the Internet. This new-age

product is made possible through Airtel's GPRS (General Packet Radio Services)

technology.

GPRS Mobile Office service has the following features:

a) Access the Internet anytime, anywhere (across all Airtel circles in India)

b) No airtime charges

c) Cheaper than connecting through land line

e) A minimal monthly subscription fee

Monthly Rental Rs 399/- Rs 599/- Rs 799/-

FREE Usage 100 MB 1 GB 1.5 GBUsage charges after

FREE Usage (per

MB)

Rs.5/- Rs.3/- Rs.3/-

Pulse will be calculated in form of 10 KB.

To avail of this service, all you need is a GPRS enabled phone and a laptop. And you are

ready to log on to the World Wide Web. To access the Internet anywhere in India, you

would need National Roaming to be activated on your account.

Airtel Live! SIM Services



Airtel Live! SIM Services is a menu on your SIM card that allows you to access loads of

cool services and downloads on your phone in just a few clicks. For example, instead of

typing and sending AST/ NEW/ CRI/ MOV as an SMS to 646 to access information on

horoscope, news, cricket, movies etc on India times, you can now scroll in your menu

and reach this information in just a few clicks. This menu already has the key words pre-

coded in your SIM card, allowing you to get information…easily & swiftly.

You could select any of the services mentioned above and get further information options

on each of the services. So, for example if you select 'news' under India times, you will

then have the option of choosing from the following i.e. latest news, world news,

business news, entertainment news or sports news.

Special Features

• No more SMS inbox overload

• Airtel messenger also on SMS short code 400

The new Airtel Messenger brings an exciting set of new features for you to use via SMS

as well as on your PC.

a. Instant Chat with friends with email Ids:

Get in touch with your friends no matter where on the globe they might be. To get

started, SMS A friend's email ID to 400.

Eg: A [email protected] to 400

b. Super search for new friends

Find new friends from any of the Airtel circles. To get started SMS S age Gender

Location to 400. Eg: S 22 F Bangalore to 400

c. Chat with new friends in the multi interest chartrooms

d. Send Free SMS to friends

Sachin Zone



How to download SachinZone from Airtel Services?

In the Airtel Services menu in your SIM card, select What’s New section

Download

>>SachinZone (Click on more if you don’t find SachinZone on the 1st page). Accept

Installation of SachinZone on your Phone.(You may need to restart your phone if

SachinZone is not displayed after installing.)

How to Access SachinZone & score points to win prizes?

Go to Airtel Services, select SachinZone. On entering Sachin Zone user would be display

a menu of contest, game & quiz which the user can play, earn the score & win prizes.

Menu

1. Contest

2. Game

3. Quiz

4. Score

OTHER SERVICES

SERVICE NAME TYPE OF SERVICE

PREPAID

CHARGES

(Rs.)

POSTPAID

CHARGES

(Rs.)



Calling Line Identification

Presentation (CLIP)

Automatic only for

new acquisitionsna Rs 49/-

Calling Line

Identification

Restriction

Optional Na Na

Call Conference

ChargesOptional

Na in

prepaid

99O/g airtime

charges as per bill

plan

Voice MailAutomatic only for

new acquisitions

Rs. 2 per

retrievalRs. 1 per retrieval

Dial-a-serviceAutomatic only for

new acquisitions NA NA

WAPAutomatic only for

new acquisitions NA NA

646 Calling charges On Usage

Rs 6 per

minRs 6 per min

VAS SMS Charges On UsageRs 3 per

messageRs 3 per message



SMS 'M' to 3333

What are Subscription Services?

With Airtel's Subscription Services, you can subscribe for cool alerts at the click of a

button! What's better is that you can receive updates automatically on your Airtel phone

without having to initiate a request everyday. Check out some of the great stuff that you

can access from Airtel Subscription Services

Daily News Alerts

With Airtel News Alerts, be in touch with the latest happenings around the world, all the

time. Get 2 news bulletins sent to your Airtel phone, courtesy AajTak, the 24-hour news

channel from India Today Group.

keyword to 3333

Daily Astrology Alerts



Literally! Get daily forecasts of each sun sign from renowned astrologer Ma Prem Usha.

• the keyword to 3333

For example SUB VIR to 3333

Daily Joke Alerts



Get the funniest jokes that you can forward to your friends to brighten up their day too.

the keyword to 3333

Daily Business Alerts

For the latest buzz on the business scenario, now you never have to look very much

further than the palm of your hand. Airtel brings you the daily business news and stock

alerts, courtesy Business Today, the leading publication on business news & stories.

Keyword to 3333



Daily Health Tips

Begin your fitness regime with Airtel. Get tips from well-known dietician

Shikha Sharma and by India's leading heart surgeon Dr. Naresh Trehan on beauty, skin

care, health, eating right and much more.

Keyword to 3333

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FAX & DATA

Airtel brings you Fax and Data Service where you can take your office wherever you go.

You can send and receive data/fax documents, access the Internet, email accounts as well

as corporate databases whenever you are on the move.

MOBILE DATING SERVICE

The Mobile Dating Service “Ishq Mohabbat on 3030” or “Dial a fried on 646” hereinafter

referred to as “Service” is open for the participation of active Customers of telecom circle

of Uttar Pradesh West of Bharti Airtel Limited.

This Service provides the Customers a virtual place to interact with other Customers by

leaving voice messages for the other Customer without disclosing the mobile numbers of

the participants. The message is delivered at the voice mail box of the recipient and

he/she is informed of the message vide incoming SMS (Short Message Service).

The participating Customer is required to dial the short code of 3030/646 respectively for

availing the Service for which he/she shall be charged airtime charges @ Rs.7/- per

minute (60 seconds pulse) on 3030 ( Ishq Mohabbat) and @ Rs.6/- per minute (60

seconds pulse) on 646(Dial a Friend).



Rules

o At the start of the game, the system will generate a Tambola ticket of 15 numbers.

o There will be 3 rows with 5 numbers in each row.

o The user shall note down these numbers on a piece of paper.

o The system will then generate 50 numbers of the game.

o Out of these 50 numbers the user will strike out the already given ticket numbers.

o A user can win 4 prizes at any stage of the game.

o U can win the game by striking out any one of the ROW or a Full HOUSE to

become eligible for prize.

o A user need to answer a general knowledge question which will be played by the

system which if answered correctly only then the user will be entitled for the prize





Research Methodology

Research methodology is a systematic way, which consists of series of action steps,

necessary to effectively carry out research and the desired sequencing to these steps. It

consists of the following steps:-

Research has been done on the basis of secondary and primary data both.

• Designing the methods of data collection

• Selecting the sample plan

• Collecting the data

• Processing and analyzing the data

Research Design

Each research project is conducted scientifically, which has specific framework or

blueprint for controlling the data collection.

This framework is called research design.



In this project I have used exploratory research design because I have conducted research

through survey.

Data Collection Method

To achieve the objective of project study, I require primary data. So I collected primary

data through personal interview. For this purpose I designed two questionnaires, one for

retailer survey second for customer survey. Questionnaire is the most reliable source of

collecting primary data.

Sampling

Sampling method refers to the procedure in which few units are selected from the total

population, constitute a sample.

Sample Size

I have taken sample size of 350 retailers and 400 customers.

Sample Unit

Bareilly





According to the survey done on 300 retailers, they sold maximum no. of prepaid

connections of Hutch in last three month’s , i.e. 32% of the total sales followed by Airtel

which accounted for 28%.Idea is a main competitor of Airtel with 23% while Reliance

accounted for 10% sales. Tata Indicom accounted for 7%. The demand for Excel has

gone down to the minimum of 2%.

According to the data collected through questionnaire from the retailers it is clear that

Airtel is competiting with hutch and idea.

Hutch’s market share has gone up by 10% in compare to Airtel in the Bareilly market.

Hutch is having good distribution channel, and this is clear from following points-

Better Satisfaction level of distribution channel from distributors to the retailers.

More Promotional Activities such as glow sign boards, POP, road shows.

Attractive schemes for retailers as well as for customers.

Proper communication of new schemes to customer & retailers.

Better customer care response & quick action.

Another main competitor of Airtel is Idea. Idea has also a good market share.

Idea is continuously launching attractive value vouchers for its prepaid customers, while

Airtel has only three value voucher which are Local Topping, Combo Topping & Night

Speak. This is the main reason of good market share, Idea is having.

Reliance is also a near competitor of the Airtel because of its Market penetration Pricing

Strategy they have adopted. They are offering a LG, Samsung, Nokia etc. mobile handset

with connection. For example they have launched a scheme, “Buy a LG mobile handset

& Reliance connection of rs. 1800 and get 1800Rs. talk time.” What can be a better offer

than that, to increase the customer base?

Other than above they have the competitive value vouchers to counter its market rivals

i.e.59Rs.value voucher (Local Topping) which is an edge over what Airtel offer in its

45Rs.value voucher.



Reliance has upper hand with its 59Rs. Voucher is, it is offering 50p call on local land

lines & WLL. This is not available in the local topping pack offered by Airtel.

Tata Indicom & Excel does not have any value voucher but Tata Indicom is offering

same schemes as Reliance. So its demad is more than Excel.

According to the survey done of 300 retailers, about 97% of the retailers were aware of

the value vouchers offered by the mobile service providers. Only 3% of the retailers were

not aware of these value vouchers.

Maximum numbers of retailers are aware of Value Voucher because customers demand

for it & communication from the company is proper.

After the survey it was found that 28% of the retailers were not aware of the Value

Added Services offered by service providers. Only 72% of the retailers were aware of

these services and vouchers.

The main reason behind it is that the communication channel about VAS is not

satisfactory.

Companies can serve its customers well only if its distribution channel is properly

informed.

The need is to communicate more our distribution channel to communicate right

information to them; effectively and timely.

As per Survey done on 300 retailers; the maximum demand was of for local call rate

reduction value voucher ie.67%.

The demand for the value vouchers of STD/ISD call rate reduction is 13% while demand

for SMS pack is 10%.

The demand for value voucher for night chat is slow i.e. 10% as it is recently launched

but the demand is going up as awareness is growing.

The target customers of Night chat value vouchers are youth. As the young generation

feels more convenient while talking at night; this area provides a lot of opportunities to

work on.



After the survey it was found that most of the customers were concerned about the local

call rate reduction.

The reason behind it is that it is applicable in whole U.P. & Uttaranchal.

As the demand of STD is 12% this area should also be served because of its good

customer base.

Though the demand of sms is less than what was expected but still 10% customer

demands for the sms pack.

We did survey of 300 retailers. After survey we found that maximum demand is of Ring

tones i.e. 38% in the Market, just because Ring tones is mandatory in every mobile phone

and awareness is very high.

Another reason is that it is very cheap as it can be downloaded at nominal cost.

After Ring tones, Hello tunes is demanded on second number with 30%. The reason

behind is that it is chargeable per month and if we change it, we have to give 15/- every

time and the awareness is less than ring tones. Therefore its demand is less than Ring

tones.

Hello tunes is followed by GPRS with 13% while demand for Missed call alert is 10%.

Call conference and call divert accounted minimum 3% & 6% respectively because the

product awareness is very much low.

To improve the demand of value added services, we have to increase promotional

activities, road shows, POP TV advertisements. In short we can say we have to expand

product awareness.



According to the survey, 18% of the retailers were not satisfied with the services of

AIRTEL, while 82% were satisfied with the services of AIRTEL.

As 18% of the retailers were not satisfied with the Airtel services; the main reason is

improper communication. To satisfy them more communication of various schemes isrequired among the distribution channel members.

After survey done on 400 mobile users it was observed that about 26% were using hutch

while Airtel was just behind with 23%. Reliance was at third place with 19%. 17%

customers were using Idea.

Hutch is really doing well and we need to offer good value vouchers at competitive

prices.

While Excel & Tata Indicom was having 9% & 6% market share respectively.

After the survey it was found that Airtel is behind hutch by 3%. Reliance has left Idea

behind in market share and has 19% of market share in compare to 17% of Idea.

After interacting with 400 mobile users, it was found that 69% of them were using

prepaid services while only 31% of them were using postpaid services.

So this is a large segment which provides vast opportunities for growth.

Satisfaction Level of Mobile Users

with their Service Providers

91%

9%

Satisfied

Not Satisfied

After interacting with 400 mobile users, it was found that 93% of the total customers

were satisfied with the services offered by their service providers.

Only 7% of the mobile users were not satisfied with their mobile service providers.



Status of Swithing Over of t

Customers

61%

39%Ready

Not Ready

39% of the customers were ready to switch over to other service providers, if a better

plan is offered to them than their current plan.

61% customers were not ready to switch over to other service providers because of

specific reasons.

The customers, who were not ready to switch over because of their mobile number is

widely spread.

Awareness Status of Value

Added Services among

customers

21%

79%

Aware

Not Aware

After interacting with 400 mobile users, it was found that 79% of the customers were

aware of value added services While 21% of the mobile users were not aware of it.

A customer avail any product/service only if, he/she is aware of its advantages or

utilities. So we have to convey it very efficiently & effectively.



Awreness Status of Value Voucher

among the Customers

11%

89%

Aware

Not Aware

After the survey, it was found that about 89% of the mobile users were aware of the value

vouchers available in the market. Only 11% of the mobile users were not aware of these

value vouchers.

The main reason of high awareness is better communication about Value Voucher.

Every service provider pay more attention on Value Voucher as it is most demanded

service by the mobile user in the market.

Basic Requirement of the Customers

for Mobile Phone

7%

36%

39%18%

Mainly for Incoming

Mainly for outgoingin Night

Mainly for Outgoing

More SMS



After the survey it was realized that 39% of the mobile users use mobile mainly for

incoming purpose. 36% of the mobile users use mobile for making outgoing calls. 18% of

users use mobile mainly for short messaging service (SMS). 7% of mobile users uses

mobile mainly for outgoing at night.

Customer perception about mobile phone has shifted from an incoming device to an

outgoing one.

39% of users use mobiles mainly for incoming. The main reason is Life Time Incoming.

A person who can not afford mobile, Life Time Incoming scheme has made it affordable

as there is no need to recharge again and again. When Life Time Incoming scheme was

launched, the customer has to make initial investment of app. 1000Rs. But now Airtel has

made it more easy with its new scheme,”Pay 99Rs. per month and get one month validity,

after 12 month no need to recharge, Plan will be converted to Life Time Incoming

Scheme automatically.

Only 7% of users make outgoing at night. This is minimum amount as awareness is low

as it is recently launched.

Status of Mobile Users Travel in

Roaming

123

11

9

28

37

Frequently

Weekly

Monthly

Quarterly

Annualy

Uncertain

After interacting with 400 mobile users, it was found that for 37% users it is uncertain

about travel in roaming. 28% of mobile users said that they travel in roaming annually.

12% of mobile users said that they go on roaming very frequently, while 9% users said



that they go on roaming at least once in every three months.11% mobile users go on

roaming at least once a month while 3% go on roaming on a weekly basis.

Customers who travel in roaming annually, they are mainly student, govt. employee etc.

Students mainly travel in roaming every year in holidays. Govt. employee used to travel

in roaming because they get a free trip.

Business class persons mainly travel in roaming frequently, weekly, monthly & quarterly.

This clearly shows that there is a need of value voucher for those customers who travel

frequently.

51% of the mobile users make more local calls and less STD calls.

22% of the mobile users make only local calls.

16% of the mobile users make local and STD calls in the equal ratio.

Users, which make more or only STD calls account for 6% & 5% respectively of total

customers’ sample.

The survey has showed that 51% of the mobile phone users use it, mainly for making

more local calls and less STD/ISD calls. 22% of the customers make only local calls.

It means that local call tariffs are the major area of improvement.

We should more emphasize on local call rate reduction Value Voucher.

Usage Pattern of the Customer

51%

6%

5%

22%16%

Only Local Calls

Only STD/ISDCalls

More Local lessSTD/ISD Calls

Less Local MoreSTD/ISD Calls

Equally Local &STD/ISD Calls





LIMITATION

Many customers were not interested in giving feedback.

During survey I had to wait in point of sales for customers, sometimes no

customers for whole day.

Most of the customers were visiting in shop had no time to fill questionnaire.

Most of the time when I asked customers to fill the form, they started talking

about their problems and asked me to solve the problems they were facing instead

of filling the form.

As Airtel has very wide customer base from higher segment to niche, so they

were not able to answer properly.





CONCLUSION

From the findings of the questionnaire following conclusion have been derived:

1. The maximum owned cellular phone service is “AIRTEL MOBILE

COMMUNICATION LTD”.

2. Maximum people to take connection from “ AIRTEL MOBILE

COMMUNICATION LTD”.

3. If the connection charges are lower then consumers will increase.

4. Most of the people are willing to take connection from the franchisees because

the franchisees have their own sales force which covers the entire city.

5. The main purpose behind the purchase of mobile phone is business purpose.





In order to recapture its share of the market, Airtel has to launch Value Vouchers at

competitive prices.

For designing the new value vouchers following points need to be kept in mind-

Idea & Hutch is the nearest competitor of Airtel so Airtel should launch Value

Vouchers, keeping in mind both competitor’s Value Voucher.

The value voucher should be competitive in terms of price & features.

Suggestions for the new value voucher according to the customer perception are:

Value voucher should be applicable in Life time Prepaid also as like in Idea.

Idea has lauched a new Value Voucher of Rs.51 in which Idea to Idea call rate is .

20p per min. Airtel should lauched at competitive price.

Airtel should launch Voucher which offer free outgoing on at least one number of

Airtel to Airtel either for local or both for local and STD.

A Value Voucher should be launched which can offer some call rate reduction on

at least three STD numbers of different operator as per customer’s choice.

My suggestions for new Value Vouchers:

Less validity period Value Voucher should be launched such as for 7 days

validity.

Incoming Value vouchers while roaming for some frequently visited states like

Punjab & Delhi should be launched.





BIBILIOGRAPHY

There are several sources which provided me the valuable information about airtel. Thisinformation helped me in enhancing the affectivity of this presentation.

My valuable sources for primary data collection were Questionnaire.

The source of collecting Secondary data were--

www.google.com

www.airtel.in

Businesstoday magazine

Businessoutlook magazine

Economic Times

Business Standard

http://www.google.com/

http://www.airtel.in/

http://www.google.com/

http://www.airtel.in/







Questionnaire

Name of Retail Outlet ……………………………………………

Contact Person …………………………………………………….

Contact No…………………………………………………………..

Address ………………………………………………………………

Q.1. Which operator’s connection do you sell?

1. Airtel 2. Idea3. Hutch 4. BSNL

5. Tata Indicom 6. Reliance

Q.2. What is the activation status of each operator (according to last 3 months Sales)?

1. Airtel 2. Idea

3. Hutch 4. BSNL5. Tata Indicom 6. Reliance

Q.3. Do you know about the value vouchers?

1. Yes2. No

Q.4. Which of the following are the common selling vouchers in the market?

1. Night Chat 2. SMS Pack

3. Local Call rate reduction 4. STD/ISD Call rate reduction

Q.5. Do you know about the Value Added Services of Airtel?

1. Yes

2. No

Q.6. Which of the following common Value Added Services is in demand (please rank)?

1. Hello Tunes 2. Call Conference

3. Ring tones 4. Missed call alert

5. GPRS 6. Call divert

Q.7. How many Music Shops Airtel has launched?



1. 10,000 2. 12,000

3. 15,000 4. 18,000

Q.8. What new features you expect to be in the Value Added Services?

1.

2.

3.

Q.9. What new features you expect to be in the Value Voucher?

1.2.

3.

Q.10. Are you happy with Airtel services?

1. Yes2. No

Q.11. Any Suggestions?

Remarks:





Questionnaire

Name of the customer…………………………

Contact number…………………………………..

Address………………………………………………..

Q.1.Which of the following services you are availing?

1. Prepaid services2. Postpaid services

Q.2. Which operator’s services do you avail?

1. Airtel 2. Idea3. Hutch 4. Excel

5. Reliance 6. Tata Indicom

Q.3. Are you satisfied with the services? Give reason(s)?

1. Yes

2. No

Q.4. Would you like to switch over to other service provides?

1. Yes2. No

Q.5. Do you Know about Value Added Services?

1. Yes

2. No

Q.6. What features you expect VAS, to be launched?

1.

2.

Q.7. Do you know about Value Vouchers?

1. Yes

2. No

Q.8. What changes you want to have in value vouchers?

1.



2.

3.

Q.9. What is your basic requirement for Mobile Phone?

1. Only for incoming calls2. Only for outgoing calls

3. For outgoing in night

4. More SMS

Q.10. What is your usage pattern of mobile phone?

1. Only local calls2. Only STD calls

3. More local less STD/ISD

4. Less local More STD/ISD

5. Equally local & STD

Q.11 How often you travel in Roaming?

1. Frequently 2. Weekly

3. Monthly 4.Quarterly

5. Annually 6. Uncertain

Q.12. Age Group

11-24

25-55

56-Above

Q.13. What is your occupation?

1. Govt. Employee 2. Business

3. Professional 4. Self Employee

5. Others

Q.14. What is your monthly expenditure on mobile phone?

101-500501 800

Date post:	06-Apr-2018
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