“Customer Satisfaction on Airtel Services”

With respect to Visakhapatnam

Project report submitted in partial fulfilment for the award of degree

Of

BACHELOR OF BUSINESS MANAGEMENT

By

BHAVYA SHAHRegd No. 1214112106

Under the guidance of

Mrs. P. SHOBA RANIAssistant Professor

GITAM Institute of Management

GITAM University

Gandhi Nagar, Rushikonda, Visakhapatnam-530 045 Andhra Pradesh, India

1

DECLARATION

I, BHAVYA SHAH hereby declare that the project entitled “Customer

Satisfaction On Airtel Services” is a bonafied work done by me in partial

fulfilment for the award of degree Bachelor of Business Management.

This project work has not submitted to any other university or institute for any

degree.

Visakhapatnam Bhavya Shah

Date: Regd No.1214112106

2

CERTIFICATE

This is to certify that the project report entitled “Customer Satisfaction on

Airtel Services” is a bonafide work carried out by Bhavya Shah, bearing Regd

No.1214112106 in partial fulfilment of the requirements for the award of degree

of BACHELOR OF BUSINESS MANAGEMENT under the guidance of

Mrs. P. Sobha Rani, Assistant Professor, GIM, GU. This project work has not

submitted to any other university or institute for any degree or diploma.

Visakhapatnam Mrs. P. Sobha Rani

Date: Assistant Professor

GIM, GU

3

ACKNOWLEDGEMENT

I express my heart full thanks to Prof. K. Siva Rama Krishna dean

and Principal of GITAM Institute of Management, for permitting me to do the

project work.

I extend my heart full thanks to Prof.P.Sheela, vice principal GIM,

GITAM University who has been a staunch pillar of support to do the project.

I extend our heart full thanks to our program coordinator Prof. Mrs.

Manju Jose for her help and wishes for the successful completion of this

project.

I thank my guide Prof. P. Sobha Rani for helping me throughout the

project and being very supportive.

I express my sincere gratitude to my parents and friends for their

moral support and the loved rendered during the course of my dissertation

work.

Place: BHAVYA SHAH

Date: Regd NO. 1214112106

4

CONTENTS

CHAPTER

PAGE NUMBER

CHAPTER 1 08-12

CONCEPTUAL FRAMEWORK ON CUSTOMER

SATISFACTION ON AIRTEL SERVICES

CHAPTER 2 14-19

NNED OF THE STUDY

OBJECTIVE OF THE STUDY

SCOPE OF THE STUDY

METHODOLOGY

CHAPTER 3 21-31

ORGANISATION PROFILE ON AIRTEL

COMPANY PROFILE ON AIRTEL

CHAPTER 4 33-44

DATA ANALYSIS

CHAPTER 5 46-49

FINDINGS

SUGGESTIONS

CONCLUSIONS

5

ANNEXURE 51-52

EXECUTIVE SUMMARY

This project is an extensive report on how the Airtel company markets

its strategies and how the company has been able in tackling the

present tough competition and how it is cooping up by the allegations

of the quality of its products and the introduction of the Airtel

company .

In today’s world of cutthroat fierce competition, it is very essential to

not only exist but also to excel in the market. Today’s market is

enormously more complex.

Hence forth to survive in the market, the company not only needs to

maximise its profit but also needs to

6

LIST OF CHARTS AND FIGURES

TABLE NO. NAME

1 Various types of Customers.2 Different Age Groups Using Airtel Services.3 Kind of Services Customers are Using.4 Customer Appreciation5 Customer Satisfaction Level6 Problems Faced by Customers7 Customers Interaction8 Response of the Airtel Executives

9Customers Opinion on Solving their Problems Immediately

10 Awareness of Customers Towards Value Added Services11 Services Preferred12 Modification of Services

7

CHAPTER 1

CONCEPTUAL FRAMEWORK ON CUSTOMER SATISFACTION ON AIRTEL

SEVICES

8

INTRDUCTION TO CUSTOMER SATISFACTION:

Customer satisfaction is a business term which is used to capture the idea of

measuring how satisfied an enterprise’s customers are with the organizations

efforts in a market place.

Every organization has customers of some kind. The organization provides

products (goods and /or services) of some kind to its customers through the

mechanism of a market place. The products the organization provides are

subject to competition whether by similar products or by substitution of

products.

The reason an organization is interested in the satisfaction of its customers

because the organization is interested in retaining its existing customers and

increasing the number of its customers.

Customer satisfaction is an ambiguous and abstract concept. The satisfaction

level varies from person to person. The state of satisfaction depends on a

number of both psychological and physical variables. The level of satisfaction

can also vary depending on other options the customer may have and other

products against which the customer can compare the organizations products.

Because satisfaction is basically a psychological state it is a difficult thing to

measure quantitatively. In other words there are no units of satisfaction that

have been defined. The usual measures of customers satisfaction involve a

survey instrument with a set of statements using a liker technique or scale the

9

customers is asked to evaluate each statement and the select from a scale who

much the customer agrees or disagrees with the statement .

Customer service:

customer service is the provision of labour and other resources, for the purpose

of increasing the value that buyers receive from their purchases and from the

processes leading up to the purchase, with the rising dominance of the service

sector in the global economy, customer service has grown in importance, as its

impact on individuals . Households, firms, and societies have become

widespread.

A company can outperform rivals only if it can establish a difference that it can

preserve, customer service can be such a difference. It is very difficult to control

.and therefore difficult to imitate. It is difficult to control because of its

variability. The level of service may vary greatly between two providers in the

same organization. It may also vary from one moment to another, even as

delivered by the same provider. The difficulty is compounded in multi unit

operations: in addition to variability within units, there is also variability among

units.

That is both the challenge and the opportunity. The consistent delivery of

superior service requires the careful design and execution of a whole system of

activities that includes people, technology, and processes. The few companies

that can manage this system do stand out, and are sought out, and are sought

out, and are sought out. This is the foundation of their sustainable competitive

advantage.

10

Customers chum:

Chum is the gross rate of customer loss during a given period. Chum can be

shown as follows:

Monthly chum = (co+ AI-CI) C0

Where: CO = Number of customer at the start of the month

CI = Number of customers at the end of the month

AI = Gross new customers during the month

Chum rate is a measure of customer or employee attrition and is defined as the

number of customers who discontinue a service or employees who leave a

company during a specified time period divided by the average total number or

employees over that same time period.

For example, churn rate has been an ongoing concern of telephone and cell

phone services in areas where several companies compete and make it easy to

transfer from one services to another. Changes in a business chum rate can

provide feedback for a company as it may indicate customer response to

service, pricing, competition and so on, as well as the average length of time an

individual remains a customer.

The cellular industry has reached a critical juncture. Deregulation and domino

effects of price free –for-alls, high customer chum and the increasing

commoditization of services, together with the economic slowdown and

consequent budget cuts, have all taken their toll . Companies have risen to these

challenges through re-organization. Revision in management strategy,

downsizing, downsizing and Consolidations, buy global and national

competitive pressures are biting hard. They must dig deep to find business

11

solutions that offer the scalability nard flexibility to secure the roots of their

future success.

Chum can be broken down into involuntary churn, where the carrier cuts off

service, oftentimes due to repeated non-payment of invoices, and voluntary

chum, where the customer chooses to disconnect service. While eliminating

unprofitable customers is an important goal for carriers, this project focuses on

voluntary chum and how it can be more effectively managed. Chum

management can be defined as the process of finding potential customers who

are considering leaving and then preventing them from churning. The purpose

of chum management is to minimize the loss due to subscribers and to

maximize profits by retaining a stable and profitable customer base.

Teledensity:

The number of landline telephones in use for every 100 individuals living

within an area. A teledensity greater than 100means there are more telephone

than people. The teledensity rate is the number of telephones per 100people in a

region.

12

CHAPTER 2METHODOLOGY

13

NEED OF THE STUDY:

This project focuses mainly to know how important is the customer service for a

business to exist and to know about the marketing and management skills that

are necessary in this present scenario for any organization’s growth. This survey

is mainly based on satisfaction levels of Airtel customers. Feedback is taken

from the customer on visiting the Airtel outlets about their experience visiting to

these outlets is collected by the help of questionnaires.

One of the major problems in an organisation is Customer Satisfaction. In the

era of relationship marketing customers feelings and his satisfaction derived

from the service he is using plays a very important role in an organisation.

Being an oligopoly service sector the Telecom service sector has a tough

completion. Airtel faces tough completion from Vodafone, Idea and BSNL.

Airtel mainly focuses on sale of its services with a better customer service for

increasing its brand loyalty and having a good network with its customers for its

success. For the betterment of its service airtel service sector also takes

feedback from its customers on visiting the showroom. To be successful today’s

companies must be dynamic, constantly evolving and adjusting to the ever

changing market conditions.

14

SCOPE OF THE STUDY:

As we know that very well that Airtel is the market leader among private sector

players in Indian Telecom Industry so, there is huge pressure upon the company

to retain its position in the market. Airtel is facing several changes from its

competitors mainly MTNL, Reliance and Tata Indicom. More over the main

challenge is to retain the present customer base and try to increase it by

providing them better service at affordable price.

This project will help the company to know its market reputation.

As this project mainly deals with the consumer perception about Airtel

and its competitors. The organisation may utilize this work to focus it

customer with greater perfection.

By using this project the organization may find some remedy, if there

will be any sort of dissatisfaction about the service amongst the

customers.

15

OBJECTIVES:

The important objective is to measure the customers satisfaction provided

by the Airtel lobbies. .

To evaluate the awareness of the customers about the Airtel services like

value added services (cricket, updating news, jokes, downloads).

To know about the customer expectations regarding Airtel services.

To collect the feedback for awareness about value services, uses of

different options and other services providing Airtel.

16

METHODLOGY:

Sampling unit -- Determining who is to be surveyed, in this case the

sampling includes the Airtel customers visiting Airtel outlet.

Sample size –Feedback of 150 customers who are visiting to Airtel outlets.

Sampling Technique—Simple Random sampling. Useful information, which

involves tabulation of data, preparation of graphs and charts by using of

statistical tools.

Sampling procedure determining how respondents should be chosen. To obtain

a representative sample, a probability sampling of the population is defined.

This means of determining who is reached by the survey to ensure they are

indeed a valid cross-section unit. Probability sampling allows the calculation of

confidence limits for sampling error.

DATA COLLECTION: Data collection is the process of gathering and

measuring information on variables of interest, in an established systematic

fashion that enables one to answer stated research questions, evaluative

outcomes, etc.

PRIMARY DATA: It is the first hand information that the researcher tries to

get from various sources like respondents’ analogues case situation and research

experiments. The primary data is the data that is generated by the way of

meeting different people. The primary data has been collected by the

observations and interview methods.

17

Personal observation on the visibility, appearance of outlet the Airtel

outlets in Visakhapatnam.

Through questionnaires.

Secondary Data: Secondary data are already published data collected for some purpose other than one confronting the researcher at a given point of time. The secondary data is gathered from various sources like books, journals, interne, etc.

Through internet Collected information regarding company profile

and industry profile.

The well-structured questionnaire prepared by the Indian market research

bureau (IMRB) helped in collecting data from the customers visiting to outlets.

It was a direct interaction with the customers in the survey with the

questionnaire containing close ended question. And for each question there

were 2 to 4 option giving the rating i.e., from 0 to 3 as per the parameters,

which gives a clear picture about the survey. The sampling units included the

customers name, mob no., time of visit to the Airtel outlets and lobbies and the

data surveyed is then converted into tables and charts using quantitative

methods. The outcome of the survey was used to give the inference and

suggestions, which could help to improve the quality of service provided by the

Airtel executives at the Airtel Relationship connects.

Statistical tools:

18

Tables and different types of charts.

All the analyzed data is abutted accordingly in the form of tables and graphs.

The tables are mostly cross tables, which gives a better understanding of various

aspects on different parameters at one time. The table consists of figure both in

numbers and percentage for better understanding of the data collected. All the

tables are then converted into the form of graphs, which gives a better idea

about the survey.

19

CHAPTER 3

ORAGNISATION PROFILE

20

INDUSTRY PROFILE OF AIRTEL

Introduction:

An industry is an area of economic production which involves large amounts of

upfront capital investment before any profit can be realized. In economics and

urban planning, industrial is an intensive type of land use with economic

activity involved with manufacturing and production.

About Telecommunication:

The process of transmitting or receiving information over a distance by any

electric or electromagnetic medium can be called as telecomunication.

Information may take the form of voice, video, or data. Over the last 2,000

years we have learned to communicate over land, sea and space.

Telecommunications was the cutting edge business of the 19th century and the

foremost growth industry of the past 100 years.

Brief History of Telecom in India:

* Telecommunication came to India first in 1838. It was in the year

when the first operational land lines were laid by the government near Calcutta

(seat of British Power).

* Later in 1881, the telephone service was first introduced in India.

21

* Nothing major happed till 1985 when Department of

Telecommunications (DOT) was established. It was an exclusive provider of

domestic and long distance service that would be its own regulator (separate

from the postal system).

* Twelve years later, in 1997 Telecom Regulatory Authority of India

(TRAI) came into existence.

Telecommunications is one of the prime support services needed for the rapid

growth and modernization of various sectors the economy. It has become

especially important in recent years because of enormous growth of

Information technology (IT) and its significant impact on the rest of the

economy. India is perceived to have a special comparative advantage depends

critically on high quality telecommunication infrastructure.

Different Players in Telecom Industry in India:

Bharati

AIRTEL

Vodafo

ne

IDEA

RELIA

NCE

TATA

INDICOM

22

BSNL

AIRCE

L

SPICE

MTNL

BPL

COMPANY PROFILE OF AIRTEL

INTRODUCTION:

Bharti Airtel Limited (formerly known as Bharti tele-ventures limited)

Airtel Company is a part of Bharti Enterprises, and India’s leading provider of

telecommunications services. Bharti Airtel Limited provides mobile, broadband

and telephone and enterprise services. It has been established on July 07, 1995

as a public Limited company with a proportionate ratio of Rs.81.558 million

(year ended March 31st 2005 audited. The business at Bharti Airtel have been

structured into 3 Individual strategies business units mobile services, broadband

& telephone services.& enterprises 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 and services to corporate.

All these services are provided under the Airtel brand.

23

Mr. Sunil Bharti Mittal is the CMD of the Bharti tele-ventures limited which

established the Mobile services in the year 1985: and named it as Bharti-

AIRTEL has been pioneering force in the telecom sector. Bharti started its first

mobile services by the (AIRTEL) at Delhi in July 07, 1995 as a public Limited

company. Then Mr. Mohan Menon, who is the current CEO of the Airtel today,

extends across the country in 21 telecom circles. It service standards can be

compared with the very best in the world.

Bharti Airtel is one of India’s leading private sector providers of

telecommunications services based on an aggregate of 22.069.003 customers as

of April 30 2006. Consisting of 20.683.902 GSM mobiles and 1.385.101

broadband and telephone customers and make it one of the top 5 operators in

the world, in terms of services and subscribers base.

AIRTEL is the leading marketer in the telecom industry with a market share of

28.6percentage and also with around 22 millions of customers. Out beating his

compotators like VODAFONE, BSNL, IDEA, RELIANCE, and TATA

INDICOM etc…

As the “total telecom provider” for India’s large enterprise. They harness the

power of alliances to combine with owner of media and technologies to create

business enabling end to end solution. They work closely with their enterprise

customers to uniquely address all their strategic connectivity needs, by using a

mix of application & technologies.

The entire organization is tailored to bring focus to customers needs through a

unique multi-dimensional structure.

They have a regional organization to ensure customer

proximity.

24

“Vertical” organization – also available regionally – ensures

depth of customer understanding and focus for extensive

coverage.

They have a solutions group – to construct superior solutions.

Their projects team ensures top class execution of a solution,

and they provide high quality post-implementation support

through customer services team.

Their end-to-end solutions are supported by global standards shaped by six

sigma methodologies and world-class customer care.

At Airtel enterprise services, their philosophy is “value creation” for customers

therefore; they create solutions that are flexible, scalable and robust. Their

technology is neutral and customer focused and they also have a blue chip client

list.

Bharati Airtel is one of India’s leading private sector providers of

telecommunication services based on Jan 10, 2008 consisting of 40.743,725

GSM mobile and 1,941,805 broad band &telephone customers.

HIGHLIGHTS of Bharti Airtel:

Bharti Tele-ventures to observe silent period from June 29

2007

Bharati Airtel breaks into the 40 million Mobile customers

club, joins an Elite list of Top10 Global Mobile service

operations

Bharati Airtel reduces ISD global mobile service operations

Airtel introduces life time prepaid at lower price point of Rs495.

25

Bharati Airtel Limited: FY 2007-A year of Accelerated Growth

and market leadership.

Airtel announced an integrated structure for its all telecom

businesses.

Bharati Airtel has been adjusted as India’s second best employer

by Hewitt Associates. Bharati, India’s leading telecom

conglomerate, declared countries best managed company by

Asia Money.

Mr. Sunil Bharti Mittal, Chairman and Managing Director of

Bharti Enterprises, is the East and young entrepreneur of the

year 2004.Mr Paul Jostling and Mr. Narayan Murthy awards

him the accolade.

MISSION AND VISION OF AIRTEL MISSION:

To be the world’s No.1 off shore business services provider for

the large enterprises, preferred by employees and valued by

partners.

To add value to our clients and help enhance their customers

experience through world class business services and solutions.

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 partners:

26

The company has a strategic alliance with single, the investment made by sing

tel. Is one of the largest investments made in the world outside Singapore, in the

company.

The company also has a strategic alliance with VODAFONE. The investments

made by Vodafone in Bharti are one of the largest single foreign investments

made in the Indian telecom sector.

The company’s mobile network equipment partners include Ericsson and Nokia.

In the case of the broadband and telephone service and enterprise service

(carriers). Equipments suppliers include Siemens, Nortel, Coming, among

others. The company also has an information technology alliance with IBM for

its group-wide information technology requirements and with Nortel for call

centers technology requirements. The call center operations for the mobile

services have been outsourced to IBM daksh, Hinduja TMT and Teletech and

Emphasis.

Bharti Enterprises has successfully focused its strategy on telecom while

straddling diverse fields of business. From the creation of ‘Airtel’, one of

India’s finest brands, to becoming the largest manufacture and exporter “of

world class telecom terminals under its ‘Betel’ brand, Bharti has created a

significant position for itself in the global telecommunications sector. Bharati

Airtel limited is today acknowledged as one of India’s finest companies, and its

flagship brand ‘Airtel’, has over 22 million customers across the length and

breadth of India.

While a joint venture with Tele Tech Inc. USA marked Bharti’s successful

foray into the customer Management Services business, Bharti Enterprises

dynamics diversification has continued with the company venturing into

telecom software development has continued with the company venturing into

telecom software development. Recently, Bharti has successfully launched an

27

international venture with EL Rothschild Group owned ELRO Holdings India

Ltd., to export fresh Agri-products exclusively to markets in Europe and USA.

Companies Product Portfolio:

Bharati Airtel enterprise services bring us to a benchmark Portfolio of

products and services to take care of a unique communication needs.

Company’s end-to-end communication solution helps to run its business at ease.

Companies Service Includes:

1. Voice Services

2. Mobile Services

3. Satellite Services

4. Managed Data & Internet Services

5. Managed e-business Services

Voice Service: Airtel enterprise Services voice Services provide free Dial-

up Internet access that is bundled along with your Telephone connection

from Airtel. It’s fast, reliable and gives you unlimited. Internet access. All

you need to do dial 1500 through your dialer.

Mobile Services: its Service standards are compared with the very best in

the world. In fact, that’s how Bharti has managed to win the trust of millions

of customers and makes it one of the top 5 operators in the world, in terms of

Service and subscriber base.

28

In the Mobile Services they are providing the products as follows:

AIRTEL PREPAID:

Airtel prepaid the recently cellular card from Airtel, makes everything that

customers dreamt & believed, possible. It’s simple to use & comes with a host

of great features which contains total cost control, instant balance enquiry, and

easy recharge.

AIRTEL POSTPAID:

It gives subscribes unlimited freedom to reach out to their special ones, in their

special way by providing them the facilities like National & International

Roaming access, Easy Billing, 24 customer service Blue berry Wireless

Handheld, Other Effective Business Tools like:

Corporate Group Messaging

Dial in Concierge Services

Call Conferencing

Managed Data & Internet Services

Airtel Enterprise Services brings you a comprehensive suite of data

technologies, so we are able to support all types of networks and ensure our

customers can migrate their network to the future seamlessly. Managed Data &

Internet Services Include:

MPLS -Leased Lines

29

ATM -Customized solutions

FR -International Managed Services

INTERNET -Metro Ethernet

SATELLITE SERVICES:

SME Services:

Small & Medium Enterprises, Airtel leverages its unparalleled wire

line, wireless & satellite infrastructure, its global spread, strong service support

& telecom expertise to offer a complete suite of end-to-end, value for money

solutions to meet the requirements of the Small & Medium Enterprise (SME’s)

Global Data & Internet Service:

Riding on owned carrier class infrastructure, leveraging a total connectivity

infrastructure, & unleash the full power of Global Data & Internet Services.

Awards and Recognitions for Bharti Airtel

Bharti telemeters is the “best India carrier” at telecom Asia awards 2006

for the year 2006-07 for the year 2005-2006 are as follows.

Telecom Asia awards 2006 one of the most prestige award in telecom

sector.

Airtel chosen as most prepared mobile service by CNBC Awaaz

consumer awards.

Business week, feature bharti tele ventures amongst the top technology

in the world.

Bharti tele ventures are the” Indian mobile operator of the year 2005”.

30

Sunil Bharti mittal chairmen and managing director Bharti

enterprises gets the best Asian telecom CEO award Bharti tele ventures

is Asia best GSM carrier.

Airtel National Wide Operations:

A high quality VSAT infrastructure- with a central hub at Bangalore.

A high speed internet backbone.

Last mile connectivity through Indians leading fixed line service Airtel in

Delhi Mahayana, Tamilanadu, Karnataka, Madyapradesh &Chhattisgarh.

Pan-India mobile network.

India’s finest long distance network coverage over 180 cities on 25000

km of optical fibers.

World’s largest submarine cable system, network i2i, stretching from

Chennai in Singapore.

Innovations of the Company:

The company has several first to its credit.

The first to launch full roaming service on prepaid in the country.

The first to launch 32k sim cards.

The first in Asia to deploy the multi brand future in wireless network for

efficient usage of spectrum.

31

32

CHAPTER 4

DATA ANALYSIS

DATA ANALYSIS

1. Various Types of Customers.

Types of Customers No of Customers

Employees 50

Students 45

Business 25

Others 30

Total 150

33

Table no. 1

employees Students Business others0

10

20

30

40

50

60

Figure no. 1

Interpretation: According to this survey out of 150 customers 33.33

percentage of customer are employees, 30 percentage of customers are stands,

16.66 percentage of customer are businessmen and remaining 20 percentage of

customers are others.

2. Different age groups using Airtel services.

Age Group No of Customers

10-25 years 62

25-35 45

35-50 28

50 above 15

Total 150

34

Table no. 2

10 to 25 25 to 35 35 to 50 50 above0

10

20

30

40

50

60

70

Figure 2

Interpretation:

According to this survey out 150 customers 41.33 percentage of

customer’s oar 10-25 age group, 30 percentage of customers are 25-35 age

groups, 18.66 percentage of customer is 35-50 age group and remaining 10

percentage of customers are above 50 years.

3. Kind of Services Customers are using.

Types of Customers No of Customers

Prepaid 96

Postpaid 54

Total 150

Table no. 3

35

Prepaid Postpaid0

20

40

60

80

100

120

Figure no. 3

Interpretation:

According to this survey out of 150 customers, 64 percentage of customer

is prepaid network using customers and remaining 36 percentage of customers

are postpaid network using customers.

36

4. Customers Appreciation.

Response about Airtel

Connections

No of Customers

Yes 109

No 41

Total 150

Table no. 4

yes no0

20

40

60

80

100

120

Figure no. 4

Interpretation:

According to this survey out of 150 customers, most of the customers mean

72.66 percentage of customers are like about Airtel providing all services.

37

5. Customer Satisfaction Levels.

Service Areas No of Customers

Network coverage 62

Customer care 38

Call charges 13

Offers and others 37

Total 150

Table no. 5

Network coverage

customer care

Call charges

offers &others

0 10 20 30 40 50 60 70

Figure no. 5

Interpretation:

Most of the people are like network coverage and their think Airtel network is

the best network compared to the other networks. Most of customers are

bothering about the charges, offers and others.

38

6. Problems faced by Customers.

Problem Facing

Areas

Customers

Having

Problem

Customer Not

Having

Problem

Total

Network

coverage

50 100 150

Customer care 52 98 150

Offers& Others 90 60 150

Table no. 6

Network coverage Customer care offers and others0

20

40

60

80

100

120

Series1Series2

Figure no. 6

Interpretation:

According to this survey out of 150 customers, only 30 percentage

of customers having problems at network coverage, 45 percentage of

customer’s having am problems at customer care, 60 percentage of customers

having problem at offers & others.

39

7. Customer Interactions.

Service Areas No of Customers

Visiting Airtel outlets 80

Calling customers care 40

Others 30

Total 150

Table no. 7

visiting Airtel outlets calling customer care others0

10

20

30

40

50

60

70

80

90

Figure no. 7

Interpretation:

Most of the customer’s interaction is convey their problems at visiting

Airtel because they are calling to customers care but they don’t solving their

problem.

8. Response of the Airtel Executive.40

Response No of Respondents

Good 63

Average 82

Poor 05

Total 150

Table no. 8

Good

Average

Poor

0 10 20 30 40 50 60 70 80 90

Figure no. 8

Interpretation:

According to this survey most of the customers feeling good &

average about response of Airtel outlets and Airtel lobbies so they are satisfied

to convey problems are opinions to Airtel representatives.

9. Customers opinion on solving their problems immediately.

41

Opinions No of respondents

Yes 98

No 52

Total 150

Table no. 9

Yes No0

20

40

60

80

100

120

Figure no. 9

Interpretation:

According to this survey out of 150 customers, 65.33 percentage of

people think the executives at Airtel outlets, Airtel lobbies giving good response

and they are solving customer problems.

10. Awareness of Customers towards Value Added Services.

42

Customer Opinion No of Respondents

Yes 88

No 62

Total 150

Table no. 10

Yes NO0

10

20

30

40

50

60

70

80

90

100

Figure no. 10

Interpretation:

According to this survey out of 150customers, 41.33percentage of customers

aware about value added services and reaming 58.66percentage of the

customers are not aware of value added services.

11. Services Preferred.

43

Customer Preference No of Customers

Hello tunes 36

Updating news 15

Others 20

None 79

Total 150

Table no. 11

Hello tunes

Updating news

others

none

0 10 20 30 40 50 60 70 80 90

Figure no. 11

Interpretation:

According to this analysis out of 24percentage customers, most of the

customers not willing to use value added services and 18.4percentage of the

customers like hello tunes, 9.6percentage of the customers updating news and

15percentage of customers like other value added services.

12. Modification of Services.

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Customers Preference No of Customers

Yes 92

No 58

Total 150

Table no. 12

yes

no

0 20 40 60 80 100 120 140 160

Figure no. 12

Interpretation:

According to this analysis out of 150 customers, more than 70percentage of

customers want modification of Airtel services and remaining 30percentage of

the customers don’t want any modifications.

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CHAPTER 5

CONCLUSION

FINDINGS:

46

Most of the customers aren’t happy with the Executives.

Most of the customers are unhappy, as their problems are not being

solved immediately.

Nearly 40percentage of the customers dont feel good about the network

coverage areas like Akkayyapalem and Seethammadhara where network

coverage is poor.

Most of the of the churned-out customers are well satisfied with the good

network of Airtel but are not satisfied with the customer service provided

in the Airtel showrooms.

Majority of the customers feel good about Airtel services and it has

average rating on the case of its customer provided in the Airtel

showrooms.

The uneducated people think Airtel is the best Network because the brand

name of the Airtel is influence the small city customers.

Executives at Airtel lobbies and outlets unable to understand customers.

SUGGESTION:

47

1. Care should be taken for efficient and timely response to the customer

problems.

2. Outlet to the back office operations should be fast to solve the customer

problems.

3. The executives shouldn’t talk on their mobiles while interacting to the

customer to the customer inside the Airtel showroom.

4. The executives should be given training on the aspects where they are

lacking in (like a smile to the customer, solving the queries at lease.

making feel the customer comfortable, updating the new Airtel product to

all the customers).

CONCLUSION:

48

Telecommunication sector is an emerging and ever changing sector; they are

many ups and downs in this industry. This is one of the sectors with many ups

and downs in this industry. This sector has many hiccups and lot of challenges

to face. The telecom sector is an sever changing sector and the service providers

need to update themselves to the upcoming changes. The motto of any telecom

service provider is to make the customer feel happy, because sector is divided

into GSM LADLINE and WILL phones. There are five major players in the

GSM revolution. The primary duty of these providers is to make the customer

happy.

Wireless telephone is having wide range of impact. They are moving beyond

simple communication device and fast becoming the smoke-alarm of the 90 s

the most communication conceptual image of the wireless telephone user is that

of the business waling down the start or airport with a phone to his /her ear,

making a deal. How ever, in reality, wireless phone has become an instrumental

part of many.

BIBLIOGRAPHY

49

I got the information from the following sources:

Search Engine: www.google.com

The sites are:

1. www.businessstandard.com

2. www.ask.com

3. www.niu.edu

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ANNEXURE

51

QUESTIONNAIRE

Name:

Contact No:

Address:

1. Occupation:

a) Employee b) Student c) Business man

2. Age group:

a) 0-15 Years b) 16-30 Years c) 31-60 Years d) Above 60

3. Which type of service are you using?

a) Prepaid b) Post paid

4. Did you like Airtel Service?

a) Yes b) No

5. If yes what do you like in Air-tel Service?

a) Net work Coverage b) Customer Care c) Call Charges

d) Offers

6. If no please specify where do you face problems?

a) Net work Coverage b) Customer Care c) Others (Specify)

7. How do you interact or convey Your Problems Airtel?

a) Visiting branches b) Customer Care c) Cell Shops

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8. How was the response from our Reprehensive?

a)good b)average c)poor

9. Did they solve your problems Airtel?

a) Yes b) No

10. How do you rate the Airtel?

-Network Coverage a) good b) Average c) Poor

-Customer Care a) good b) Average c) Poor

-Value added services a) good b) Average c) Poor

-Over all a) good b) Average c) Poor

11. Are you aware about value added services (vas?)

a) Yes b) No

12. Which Type of value added services are you prefer mostly?

a) Hello tunes b) Updating news c) Cricket Scores d) Astrology

13. Which Service network Provides better value added

Services?

a) Airtel b) Hutch c) BSNL d) Other (Specify)

14. Do you think that there is necessity for Airtel to modify its Services?

a) Yes b) No

15) Give your Valuable Suggestions to improve Airtel Services?

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