Crm report

KARNATAK LAW SOCIETY’S

INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH

BELGAUM

(Affiliated to Karnataka University, Dharwad & Recognized by AICTE, New Delhi)

A PROJECT REPORT ON

“A Study on Customer Satisfaction, Customer Relationship Management”

&

Competitor Profile

In

AIRTEL, Bangalore Rural

Submitted by

Mr.RAHUL V. MACHAKANUR (Reg.No.-MBA09003071)

1

UNDER THE GUIDANCE OF

INSTITUTE GUIDE ORGANISATION GUIDE

Dr. Rajendra Inamdar Mr. Ranjit Thomas

(Faculty KLS IMER, Belgaum) (Zonal Sales Manager)

KARNATAK LAW SOCIETY’S

INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH BELGAUM.

(Affiliated to Karnataka University, Dharwad & Recognized by AICTE, New Delhi)

CERTIFICATE

2

This is to certify that dissertation entitled “A Study on Customer

Satisfaction, Customer Relationship Management &

Competitor Profile at AIRTEL in Bangalore Rural” is a

bonafide work and independent Project study conducted by Rahul

V. Machakanur, Rg.No: MBA09003071 and has successfully

completed his Summer in plant Project in partial fulfillment of

Masters Degree in Business Administration awarded by Karnataka

University Dharwad, for the Academic Year 2009-20010 under my

guidance.

INSTITUTE GUIDE DIRECTOR

Dr. Rajendra M. Inamdar Dr. A. B.

Kalkundrikar

DECLARATION

I Rahul Machaknur bearing the University seat

No.MBA09003071 here by declared that “A Project Report

on Customer satisfaction, Customer relationship

management & Competitor’s profile” was carried out by me

under the guidance and supervision of Mr. Renjit Thomas,

3

Zonal Sales Manager, AIRTEL, Bangalore and Dr. Rajendra

Inamdar, KLS IMER.

This project is submitted to Karnataka University

Dharwad. In partial fulfillment of the requirement for the

award of Master of Business Administration during the

academic year 2009-2010.

Place: Bangalore

Rahul Machaknur

Acknowledgement

4

The completion of this in plant Training Report on AIRTEL, Bangalore is due to the courtesy of all those who were involved with my efforts. This project report wouldn’t be complete without my expression of gratitude to them.

I sincerely thank Dr. Rajendra M. Inamdar Asst Professor,IMER for his support and encouragement throughout the study.

I am also grateful to my guides and sincere thanks to Mr. Renjit Thomas, Zonal Sales Manager and Mr. Vijay B Training Manager. Who gave me an opportunity to undergo this project at AIRTEL, Bangalore and for their valuable and timely guidance while doing this project.

I also express my thanks to my Family and Friends at Institute of Management Education & Research for guiding and encouraging me while doing this project.

Rahul Machaknur

5

TABLE OF CONTENTS

CHAPTER PAGE NOEXECUTIVE SUMMARY 1COMPANY PROFILE 2-7PROJECT TITLE 8RESEARCH DESIGN FOR CUSTOMERS IN KOLAR DISTRICT 9-12ANALYSIS OF DATA 13-33RESEARCH DESIGN FOR RETAILERS IN KOLAR DISTRICT 34-36ANALYSIS OF DATA 37-46RESEARCH DESIGN FOR CUSTOMERS IN CHICKBALAPUR DISTRICT

47-49

ANALYSIS OF DATA 50-68RESEARCH DESIGN FOR RETAILERS IN CHICKBALAPUR 69-70ANALYSIS OF DATA 71-81HYPOTHESES TESTING 82-89FINDING & SUGGESTIONS 90-91CONCLUSION 92BIBLOGRAPHY 93ANNEXURE 94-100

Executive Summary

AIRTEL is one of Asia’s leading providers of telecommunication services with presence in all

the 22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka They

served an aggregate of 133,708,496 customers as of April 30, 2010, in India; of whom

6

130,616,487 subscribe to their GSM services and 3,092,009 use our Telemedia Services either

for voice and/or broadband access delivered through DSL. They are the largest wireless service

provider in the country, based on the number of customers as of April 30, 2010. They offer an

integrated suite of telecom solutions to our enterprise customers, in addition to providing long

distance connectivity both nationally and internationally. They also offer DTH and IPTV

Services. All these services are rendered under a unified brand “AIRTEL”.

The project study has been undertaken by the student of Institute of management Education and

Research, Belgaum at “AIRTEL “on “CUSTOMER SATISFICATION, CUSTOMER RELATIONSHIP

MANAGEMENT &COMPETITOR PROFILE IN BANGLORE RURAL” . The project work was for 60 days

from 1stth June to 31st July.

This research was conducted in two districts Kolar and Chikabalapur to study the customer

satisfaction level, customer relationship management and market share of the competitors. The

researcher has surveyed a sample size of 500 customers and 200 retailers in Kolar and

Chikabalapur district.

It was found that though the AIRTEL has the highest market share it needs to improve on its

service quality and retail services.

The research has been conducted to gather information from 250 respondents & a structured

questionnaire will be used to collect the information from the respondents. The data which was

collected from them will be analyzed and classified.

Company Profile

7

AIRTEL is one of Asia’s leading providers of telecommunication services with presence in all

the 22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka They

served an aggregate of 133,708,496 customers as of April 30, 2010, in India; of whom

130,616,487 subscribe to their GSM services and 3,092,009 use our Telemedia Services either

for voice and/or broadband access delivered through DSL.They are the largest wireless service

provider in the country, based on the number of customers as of April 30, 2010. They offer an

integrated suite of telecom solutions to our enterprise customers, in addition to providing long

distance connectivity both nationally and internationally. They also offer DTH and IPTV

Services. All these services are rendered under a unified brand “AIRTEL”.

The company also deploys, owns and manages passive infrastructure pertaining to telecom

operations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of Indus

Towers Limited. Bharti Infratel and Indus Towers are the two top providers of passive

infrastructure servicesin India.

8

Company History

- Bharti AIRTEL

Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liability

under the Companies Act, for promoting telecommunications services. Bharti Tele-Ventures

received certificate for commencement of business on January 18, 1996.

The Company was initially formed as a wholly- owned subsidiary of Bharti Telecom Limited.

The chronology of events since Bharti Tele-Ventures was incorporated in 1995 is as follows:

Calendar year & Events

1995

Bharti Cellular launched cellular services 'AIRTEL' in Delhi

1996

STET International Netherlands NV, or STET, a company promoted by Telecom Italia, Italy

acquired a 20% equity interest in Bharti Tele-Ventures

Bharti Telenet launched cellular services in Himachal Pradesh

1997

British Telecom acquired a 21.05% equity interest in Bharti Cellular Bharti Telenet obtained a

license for providing fixed-line services in Madhya Pradesh circle Bharti Telecom and British

Telecom formed a 51% : 49% joint venture,

Bharti BT, for providing VSAT services

1998

Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti BT Internet for

providing Internet services - First Indian private fixed-line services launched in Indore in the

9

Madhya Pradesh circle on June 4, 1998 by Bharti Telenet thereby ending fixed-line services

monopoly of DoT (now BSNL)

1999

-Warburg Pincus (through its investment company

Brentwood Investment Holdings Limited) acquired a 19.05% equity interest in Bharti Tele-

Ventures Bharti Tele-Ventures (by acquiring a 63.45%equity interest in SC Cellular Holdings)

acquired an effective 32.36%equity interest in Bharti Mobile (formerly JT Mobiles), the

cellular services provider In Karnataka and Andhra Pradesh circles New York Life Insurance

Fund, or NYLIF, acquired a 3% equity Interest in Bharti Cellular 2000 Bharti Tele-Ventures

acquired an effective equity interest of 40.5% in Bharti Mobinet (formerly Skycell

Communications), the cellular services provider in Chennai Bharti Tele-Ventures acquired a

30.2% equity interest of Telecom Italia in Bharti Telenet and 18.8% from Bharti Telecom

thereby making Bharti Telenet a 100% subsidiary of Bharti Tele-Ventures- SingTel (through its

investment company Pastel Limited) acquired STET's 15.3% equity interest in Bharti Tele-

Ventures

- Bharti Tele-Ventures acquired an additional effective 41.64% Equity interest in Bharti Mobile

(by acquiring the remaining 36.55% equity interest in SC Cellular) resulting in Bharti Tele-

Ventures holding an effective 74% equity interest in Bharti Mobile.

2001

Bharti Tele-Ventures acquired NYLIF's 3% equity interest in Bharti Cellular Bharti Telesonic

entered into a joint venture, Bharti Aquanet, With SingTel for establishing a submarine cable

landing station at Chennai Bharti Tele-Ventures issued additional equity for approximately US$

481.30 million to SingTel, Warburg Pincus, AIF group, IFC, NYLIF, And Seejay Cellular and

10

Bharti During the quarter ended Sept 30, 2003, Bharti Tele-Ventures, one of Mittal’s

companies, became the first private telecom operator to cross the five-million-customer mark.

AIRTEL, India’s

largest cellular service provider with a presence across 16 states in the country, had more than

doubled its mobile customer base from 2.29 million in September 2002 to almost 4.86 million

at Oct 31, 2003. Bharti Telenet, India’s first fixed-line telephone service provider, is also the

country’s largest fixed-line service provider in the private sector. And, with operations in

Seychelles, Bharti is the first Indian company to provide comprehensive telecom services

outside the country.

Company Vision & promise

By 2010 AIRTEL will be the most admired brand in India: Loved by more customers

Targeted by top talent

Benchmarked by more businesses

They at AIRTEL always think in fresh and innovative ways about the needs of their customers

and how they want them to feel. They deliver what they promise and go out of their way to

delight the customer with a little bit more.

Mission & Vision

Mission

AIRTEL Australia’s mission is to deliver reliable cost effective and practical

telecommunication solution amalgamated with highest quality of Customer Service delivered

with a sense of warmth, friendliness, individual pride, and “AIRTEL SPIRIT.”

11

Vision

AIRTEL’s vision is to be recognized as:

A leader in client satisfaction, professionalism, superior quality and innovation in our chosen

market. An employer of choice, nurturing a culture that values Dedication, Respect, and

Continuous Improvement

Business Operation

Background

Bharti AIRTEL, incorporated on July 7, 1995 is the flagship company of Bharti Enterprises.

The Bhar Group, has a diverse business portfolio and has created global brands in the

telecommunication sector. Bharti AIRTEL is Asia’s leading integrated telecom services

provider with operations in India and Sri Lanka. Bharti AIRTEL has been at the forefront of the

telecom revolution and has transformed the sect

Awards and Recognitions

For the Year 2008 – 2009

Voted India’s most innovative company – in a survey conducted by The Wall Street Journal in

2008

Winner of the “Gallup Great Workplace Award”- Gallup Consulting, 2008 “2nd Most Trusted

Service Brand” - Annual

Economic Times-Brand Equity, Most Trusted Brands survey 2008 ‘Best Content Service’

Award for its Farmer Information Dissemination Platform for Bharti

AIRTEL’s joint venture with IFFCO, IKSL (IFFCO Kisan Samachar) - World Communications

Awards 2008

12

Competitors

1. Reliance Communication

2. Idea Cellular

3. Tata Communication

4. Tata Teleservice

5. MTNL

6. Spice Communication

7. Tulip Telecom

8. Nu Tek India

9. Goldstone Infra

10. BSNL

13

Title of the Project

Customer Satisfaction, Customer Relationship Management and

Competitors Profile at AIRTEL in Bangalore Rural.

Objectives

• To assess the service of AIRTEL comparison with other networks.

• To know the market share of AIRTEL.

• To know the customer relationship management of AIRTEL.

• To know the market share of the competitors.

• To know the promotional ability and schemes of the competitors.

• To know the target market of the competitors.

14

Total Sample Size

• 500 customers (250 Kolar & 250 Chikabalapur)

• 200 retailers

Research Design


questionnaire will be used to collect the information from the respondents. The data which was


Title

Study on customer satisfaction and assessment of customer relationship management for

AIRTEL in Kolar district.

Objectives:

15

• To assess the service of AIRTEL in comparison with other networks.



Hypotheses of study

Hypotheses 1

H0: less than equal to 70% of the customers are satisfied with the overall service provided by

AIRTEL. (<=70%)

H1: More than 70% of the customers are satisfied with the overall service provided by

AIRTEL. (>70%)

Hypotheses 2

16

H0: At least 80% of AIRTEL customers feel that the approach of the customer care executives

is courteous.

H1: More than 80% of AIRTEL customers feel that the approach of the customer care

executives is courteous.

Source of data

Primary data: This data was collected directly from respondents by personal interview

through questionnaire.

Questionnaire

A structured questionnaire was designed to collect the data from the respondents and then

finally used to collect information from 250 respondents from various areas in kolar district.

SAMPLING17

SURVEY METHOD

The related data or information was obtained by personal administration through questionnaire

i.e. personal survey.

• Questionnaire

• Personal interview

Survey area

• Kolar District

Sample Unit

• Individual AIRTEL users

SAMPLING METHOD

The type of sample method used is Stratified Sampling. The strata’s are

• Youths

• Businessmen

• Working executives

18

Sample Size

• 250

TOOLS AND TECHNIQUES OF DATA COLLECTION

• Questionnaire


Sampling Measurement technique

• Analysis of questionnaire in SPSS software.

19

Analysis of the Data

In this study the relationship between independent variable and independent variables are

expressed in the form of percentage of the total population and the data is analyzed by using

tabular and graphical representation.

Which mobile connection are you using at present (if you are not using AIRTEL, then go to

question number 16).

Frequency Percent Valid PercentCumulative

PercentValid AIRTEL 118 47.2 47.2 47.2

BSNL 27 10.8 10.8 58.0Tata Docomo 37 14.8 14.8 72.8Vodafone 26 10.4 10.4 83.2Relance 42 16.8 16.8 100.0Total 250 100.0 100.0

20

Since when are you using AIRTEL?

Frequency Percent Valid Percent Cumulative Percent

Valid Less than or equal to 1 year 30 25.4 25.4 25.4

More than 1 year and less than 2

years27 22.9 22.9 48.3

More than 2 years and less than 5

years23 19.5 19.5 67.8

More than 5 years 38 32.2 32.2 100.0

Total 118 100.0 100.0

21

What is your opinion about AIRTEL in terms of the following attributes

Excellent Good Average Poor Worst Network Coverage 48 32 10 18 10 118

Clarity 36 44 24 6 8 118Customer Care support 30 26 40 12 10 118

Tariffs 28 32 41 10 7 118Value Added Services 29 33 47 5 4 118

Promotional Schemes 49 27 17 13 12 118

22

Presently which services of AIRTEL do you avail?


Valid GPRS 20 16.9 16.9 16.9

Internet 10 8.5 8.5 25.4

Hello Tune 27 22.9 22.9 48.3

Astrology 3 2.5 2.5 50.8

None of these 58 49.2 49.2 100.0

Total 118 100.0 100.0

23

How do you rate the above services of AIRTEL?


Valid Excellent 44 37.3 37.3 37.3

Good 33 28.0 28.0 65.3

Average 30 25.4 25.4 90.7

Poor 7 5.9 5.9 96.6

Worst 4 3.4 3.4 100.0

Total 118 100.0 100.0

24

Which Tariff plan do you prefer the most?


Valid Per minute 47 39.8 39.8 39.8

Pulse rate 33 28.0 28.0 67.8

Per call 38 32.2 32.2 100.0

Total 118 100.0 100.0

25

Are you aware that customer care sevice is charged in AIRTEL? If yes what is the reason?

26


Valid Yes 48 40.7 40.7 40.7

No 70 59.3 59.3 100.0

Total 118 100.0 100.0

The service of free recorded messages in AIRTEL is:

27



Good 22 18.6 18.6 33.9

Niether good nor bad 30 25.4 25.4 59.3

Poor 23 19.5 19.5 78.8

Worst 25 21.2 21.2 100.0

Total 118 100.0 100.0

28

Which recharge option do you prefer more?


Valid Easy Recharge 73 61.9 61.9 61.9

Physical Recharge Card 45 38.1 38.1 100.0

Total 118 100.0 100.0

29

The physical recharge card is easily available?


Valid Strongly Agree 63 53.4 53.4 53.4

Agree 27 22.9 22.9 76.3

No idea 4 3.4 3.4 79.7

Disagree 6 5.1 5.1 84.7

Strongly Disagree 18 15.3 15.3 100.0

Total 118 100.0 100.0

30

Which full talk time offer do you prefer more & why?


Valid 22 27 22.9 22.9 22.9

51 53 44.9 44.9 67.8

99 12 10.2 10.2 78.0

222 11 9.3 9.3 87.3

333 15 12.7 12.7 100.0

Total 118 100.0 100.0

Figure 11

31

Are you using AIRTEL as a main contact number? If yes what is the reason?


Valid Yes 73 61.9 61.9 61.9

No 45 38.1 38.1 100.0

Total 118 100.0 100.0

32

What you feel about customer care relationship management in AIRTEL?

ExcellentGood Average Poor Worst

Information about new offer 58 32 12 6 10 118Approach is polite and curtious 57 13 24 18 6 118

Quick in providing Service 42 27 23 15 11 118

33

My satisfaction level with the overall service of AIRTEL is:


Valid Highly Satisfied 53 44.9 44.9 44.9

Satisfied 21 17.8 17.8 62.7

Average 18 15.3 15.3 78.0

Dissatisfied 16 13.6 13.6 91.5

Highly Dissatisfied 10 8.5 8.5 100.0

Total 118 100.0 100.0

34

How likely will you suggest your friends and relatives to take an AIRTEL connection?


Valid Always 40 33.9 33.9 33.9

Some times 23 19.5 19.5 53.4

Very Rarely 37 31.4 31.4 84.7

Never 18 15.3 15.3 100.0

Total 118 100.0 100.0

35

What are the reasons for using other connections?


Valid Network Coverage 12 9.1 9.1 9.1

Tariff 20 15.2 15.2 24.2

Schemes 38 28.8 28.8 53.0

Availibility of Sim 35 26.5 26.5 79.5

Others 27 20.5 20.5 100.0

Total 132 100.0 100.0

36

Title

To conduct study on competitor profile of AIRTEL in Kolar district.

Objective




Source of data



Questionnaire


finally used to collect information from 250 respondents from various areas in kolar district.

SAMPLING

SURVEY METHOD

37

• Questionnaire

• Telephonic interview

Survey area

• Kolar District

Sample Frame

• Retailer list obtained from distributors.

Sample Unit

• Retailers

SAMPLING METHOD

• The type of sample method used is Convenience Sampling Method.

Sample Size

38

• 100


• Questionnaire








39

What defined market are they trying to reach?


Valid Students 38 38.0 38.0 38.0

Business 22 22.0 22.0 60.0

Executives 15 15.0 15.0 75.0

Household 25 25.0 25.0 100.0

Total 100 100.0 100.0

40

Are you aware about PCO facility is provided by AIRTEL in your city at Rs. 2500/- with 2500

talk time?


Valid Yes 67 67.0 67.0 67.0

No 33 33.0 33.0 100.0

Total 100 100.0 100.0

41

Are you interested to buy AIRTEL coin box? If no what is the reason?


Valid Yes 7 7.0 7.0 7.0

No 93 93.0 93.0 100.0

Total 100 100.0 100.0

42

Do you know AIRTEL is providing per second pulse rate facility in its PCO?


Valid Yes 27 27.0 27.0 27.0

No 73 73.0 73.0 100.0

Total 100 100.0 100.0

43

How wide is the coverage of competitors?

44


Valid State wise 67 67.0 67.0 67.0

Zonal wise 13 13.0 13.0 80.0

National wise 20 20.0 20.0 100.0

Total 100 100.0 100.0

45

Is the market saturated?


Valid Yes 77 77.0 77.0 77.0

No 23 23.0 23.0 100.0

Total 100 100.0 100.0

46

What are the core competencies of competitors?


Valid Coverage 8 8.0 8.0 8.0

Price 42 42.0 42.0 50.0

Features 30 30.0 30.0 80.0

Any other 20 20.0 20.0 100.0

Total 100 100.0 100.0

47

In terms of promotional ability how would you rate the competitors?


Valid Very Strong 27 27.0 27.0 27.0

Strong 53 53.0 53.0 80.0

Weak 13 13.0 13.0 93.0

Very Weak 7 7.0 7.0 100.0

Total 100 100.0 100.0

48

What is the approximate market share of the competitors?


Valid Less than 10% 8 8.0 8.0 8.0

10 %to 25% 12 12.0 12.0 20.0

25% to 50% 45 45.0 45.0 65.0

More than 50% 35 35.0 35.0 100.0

Total 100 100.0 100.0

49

Which of these internet packs offered by AIRTEL are preferred by the customers?


Valid PRC 10 23 23.0 23.0 23.0

PRC 19 47 47.0 47.0 70.0

PRC 26 13 13.0 13.0 83.0

PRC 98 17 17.0 17.0 100.0

Total 100 100.0 100.0

50

Research Design


questionnaire will be used to collect the information from the respondents. The data which is


Title

Study on customer satisfaction and assessment of customer relationship management for

AIRTEL in Chikabalapur district.

51

Objectives:

• To assess the service of AIRTEL in comparison with other networks.



Hypotheses of study

Hypotheses 1

H0: less than equal to 70% of the customers are satisfied with the overall service provided by

AIRTEL. (<=70%)

H1: More than 70% of the customers are satisfied with the overall service provided by

AIRTEL. (>70%)

Hypotheses 2

H0: At least 80% of AIRTEL customers feel that the approach of the customer care executives

is courteous.

52

H1: More than 80% of AIRTEL customers feel that the approach of the customer care

executives is courteous.

Source of data



Questionnaire


finally used to collect information from 250 respondents from various areas in Chikabalapur

district.

SAMPLING

SURVEY METHOD

The related data or information was obtained by personal administration through questionnaire

i.e. personal survey.

• Questionnaire


Survey area

• Chikabalapur District

53

Sample Unit

• Individual AIRTEL users

SAMPLING METHOD

The type of sample method used is Stratified Sampling. The Strata’s are

• Youths

• Businessmen

• Working executives

Sample Size

• 250


• Questionnaire



54






Which mobile connection are you using at present?


Valid AIRTEL 95 38.0 38.0 38.0

BSNL 35 14.0 14.0 52.0

Tata Docomo 45 18.0 18.0 70.0

Vodafone 45 18.0 18.0 88.0

Reliance 30 12.0 12.0 100.0

Total 250 100.0 100.0

55

Since when are you using AIRTEL?


Valid Less than or equal to 1 year 38 40.0 40.0 40.0

More than 1 year and less than 2

years14 14.7 14.7 54.7

More than 2 years and less than 5

years30 31.6 31.6 86.3

More than 5 years 13 13.7 13.7 100.0

Total 95 100.0 100.0

56

What is your opinion about AIRTEL in terms of the following attributes

Excellent Good Average Poor Worst Network Coverage 33 27 21 9 5 95

Clarity 47 17 24 5 2 95Customer Care support 27 31 12 18 7 95

Tariffs 21 18 37 18 1 95Value Added Services 27 14 23 21 10 95

Promotional Schemes 37 18 23 12 5 95

57

Presently which service of AIRTEL do you avail?

58

Table 4


GPRS 12 12.6 12.6 12.6

Internet 20 21.1 21.1 33.7

Hello tunes 18 18.9 18.9 52.6

Astrology 5 5.3 5.3 57.9

None of these 40 42.1 42.1 100.0

Total 95 100.0 100.0

Figure 4

59

How do you rate the above service of the AIRTEL?



Good 30 31.6 31.6 78.9

Average 12 12.6 12.6 91.6

Poor 5 5.3 5.3 96.8

Worst 3 3.2 3.2 100.0

Total 95 100.0 100.0

60

Which tariff plan do you prefer the most?


Valid Per minute 38 40.0 40.0 40.0

Pulse rate 45 47.4 47.4 87.4

Per call 12 12.6 12.6 100.0

Total 95 100.0 100.0

61

Are you aware that customer care services is charged in AIRTEL? If yes what is your opinion?


Valid Yes 33 34.7 34.7 34.7

No 62 65.3 65.3 100.0

Total 95 100.0 100.0

62

The service of pre recorded message in AIRTEL is:



Good 17 17.9 17.9 42.1

Neither good nor bad 30 31.6 31.6 73.7

Poor 20 21.1 21.1 94.7

Worst 5 5.3 5.3 100.0

Total 95 100.0 100.0

63

Which recharge option do you prefer more?


Valid Easy recharge 67 70.5 70.5 70.5

Physical recharge card 28 29.5 29.5 100.0

Total 95 100.0 100.0

64

The physical recharge card is easily available?

65


Valid Strongly Agree 47 49.5 49.5 49.5

Agree 20 21.1 21.1 70.5

No Idea 5 5.3 5.3 75.8

Disagree 18 18.9 18.9 94.7

Strongly Disagree 5 5.3 5.3 100.0

Total 95 100.0 100.0

66

Which full talk time offer do you prefer more & Why?


Valid 22 12 12.6 12.6 12.6

51 38 40.0 40.0 52.6

99 8 8.4 8.4 61.1

222 7 7.4 7.4 68.4

333 30 31.6 31.6 100.0

Total 95 100.0 100.0

67

Are you using AIRTEL as a main contact number? If yes what is the reason?


Valid Yes 55 57.9 57.9 57.9

No 40 42.1 42.1 100.0

Total 95 100.0 100.0

68

What you feel about customer care relationship management in AIRTEL?

Excellent Good Average Poor Worst Information about new offer 42 21 12 12 8 95Approach is polite and curtious 29 33 21 7 5 95

Quick in providing Service 37 23 19 8 8 95

My satisfaction level with the overall service of AIRTEL is:

69


Valid Highly Satisfied 43 45.3 45.3 45.3

Satisfied 17 17.9 17.9 63.2

Average 25 26.3 26.3 89.5

Dissatisfied 7 7.4 7.4 96.8

Highly Dissatisfied 3 3.2 3.2 100.0

Total 95 100.0 100.0

70

How likely will you suggest your friends and relatives to take an AIRTEL Connection?


Valid Always 15 15.8 15.8 15.8

Some times 35 36.8 36.8 52.6

Very Rarely 35 36.8 36.8 89.5

Never 10 10.5 10.5 100.0

Total 95 100.0 100.0

71

What are the reasons for using other connections?


Valid Network Coverage 35 22.6 22.6 22.6

Tariffs 55 35.5 35.5 58.1

Customer care Service 10 6.5 6.5 64.5

Schemes 40 25.8 25.8 90.3

Availibility of Sim 10 6.5 6.5 96.8

Any Other 5 3.2 3.2 100.0

Total 155 100.0 100.0

72

Title

To conduct study on competitor profile of AIRTEL in Chikabalapur district.

Objectives




Source of data

Primary data: This data has been collected directly from respondents by personal interview


Questionnaire


finally used to collect information from 250 respondents from various areas in chikabalapur

district.

SAMPLING

SURVEY METHOD

73

• Questionnaire


Survey area

• Chikabalapur District

Sample Frame

• Retailer list obtained from distributors.

Sample Unit

• Retailers

Sampling Method

• The type of sample method used is Convenience Sampling Method.

74

Sample Size

• 100


• Questionnaire








75

What defined market are they trying to reach?

76


Valid Students 58 58.0 58.0 58.0

Business 15 15.0 15.0 73.0

Executives 12 12.0 12.0 85.0

Household 15 15.0 15.0 100.0

Total 100 100.0 100.0

77

Are you aware about PCO facility is provided by AIRTEL in your city at Rs. 2500 with 2500

talk time?


Valid Yes 65 65.0 65.0 65.0

No 35 35.0 35.0 100.0

Total 100 100.0 100.0

78

Are you interested to buy AIRTEL coin box? If no what is the reason?


Valid Yes 5 5.0 5.0 5.0

No 95 95.0 95.0 100.0

Total 100 100.0 100.0

79

Do you know AIRTEL is providing per second pulse rate facility in its PCO?

80


Valid Yes 60 60.0 60.0 60.0

No 40 40.0 40.0 100.0

Total 100 100.0 100.0

81

How wide is the coverage of the competitors?


Valid State wise 45 45.0 45.0 45.0

Zonal wise 25 25.0 25.0 70.0

National wise 30 30.0 30.0 100.0

Total 100 100.0 100.0

82

Is the market saturated?


Valid Yes 65 65.0 65.0 65.0

No 35 35.0 35.0 100.0

Total 100 100.0 100.0

83

What are the core competencies of the competitors?

84


Valid Coverage 12 12.0 12.0 12.0

Price 65 65.0 65.0 77.0

Features 13 13.0 13.0 90.0

Others 10 10.0 10.0 100.0

Total 100 100.0 100.0

85

In terms of promotional ability how would you rate the competitiors?


Valid Very Strong 18 18.0 18.0 18.0

Strong 42 42.0 42.0 60.0

Weak 27 27.0 27.0 87.0

Very Weak 13 13.0 13.0 100.0

Total 100 100.0 100.0

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What is the approximate market share of the competitors?


Valid Less than 10% 12 12.0 12.0 12.0

!0% to 25% 13 13.0 13.0 25.0

25% to 50% 30 30.0 30.0 55.0

More than 50% 45 45.0 45.0 100.0

Total 100 100.0 100.0

87

Which of these internet packs offered by AIRTEL are preferred by the customers?


Valid PRC 10 27 27.0 27.0 27.0

PRC 19 17 17.0 17.0 44.0

PRC 26 16 16.0 16.0 60.0

PRC 98 40 40.0 40.0 100.0

Total 100 100.0 100.0

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HYPOTHESES TESTING (KOLAR DISTRICT)

Hypotheses 1.

HO: Less than or equal to 70% of the customers are satisfied with the service provided by AIRTEL

H1: More than 70% of the customers are satisfied with the service provided by AIRTEL

Respondents = 118

P = 70/118 = 0.61

0.61*(1-0.61)/118-1

0.61*0.39/117

0.2379/117

0.0020

Take root value p^ = 0.044

Critical value = p+Z at 95% *p^

0.7+1.96*0.044

CV = 0.786

89

Ho is accepted

Hypothesis 2.

(A) Ho: Less than or equal to 80% of AIRTEL customers feel that the customer care executives are giving proper information about new offers

H1: More than 80% of AIRTEL customers feel that the customer care executives are giving proper information about new offers

Respondents = 118

P =90/118 = 0.76

P^= sqrt p (1-p)/n-1

Sqrt 0.76*(1-0.76)/118-1

P^= 0.064

C.V = 0.8+1.96*0.064=0.94

90

Ho is accepted

(B) H0: Less than or equal to 80% AIRTEL customers feel that the approaches of customer care executives is courteous

H1: More than 80% AIRTEL customers feel that the approaches of customer care executives is courteous

P = 90/118 = 0.59

P^= sqrt 0.59*(1-0.59)/118-1

91

P^= 0.044

C.V =0.8+1.96*0.044 = 0.886

Ho is accepted

92

(C) H0: Less than or equal to 80% of the AIRTEL customers feel that customer care executives are quick in providing service

H1: More than 80% of the AIRTEL customers feel that customer care executives are quick in providing service

P = 73/118 = 0.61

P^= sqrt 0.61*(1-0.61)/118-1

P^= 0.043

C.V=0.8 +1.96*0.044=0.886

Ho is accepted

93

HYPOTHESES TESTING (CHIKKABALAPUR DISTRICT)

Hypotheses 1.

HO: Less than or equal to 70% of the customers are satisfied with the service provided by AIRTEL

H1: More than 70% of the customers are satisfied with the service provided by AIRTEL

Respondents = 95

P = 60/95= 0.63

P^ =sqrt 0.63*(1-0.63)/95-1

P^= 0.044

C.V = 0.7+1.96*0.044 = 0.786

94

Ho is accepted

Hypotheses 2.

(A) Ho: Less than or equal to 80% of AIRTEL customers feel that the customer care executives are giving proper information about new offers

H1: More than 80% of AIRTEL customers feel that the customer care executives are giving proper information about new offers

P = 63/95 = 0.66

P^ =sqrt 0.66*(1-0.66)/95-1

95

P^= 0.002

C.V = 0.8+1.96*0.002 = 0.886

Ho is accepted

(B) H0: Less than or equal to 80% AIRTEL customers feel that the approaches of customer care executives is courteous

96

H1: More than 80% AIRTEL customers feel that the approaches of customer care executives is courteous

P = 62/95 = 0.65

P^= sqrt 0.65*(1-0.65)/95-1

P^ = 0.002

C.V = 0.8+1.96*0.002 = 0.886

Ho is accepted

97

(C) H0: Less than or equal to 80% of the AIRTEL customers feel that customer care executives are quick in providing service

H1: More than 80% of the AIRTEL customers feel that customer care executives are quick in providing service

P = 60/95 = 0.63

P^= sqrt 0.63*(1-0.63)/95-1

P^= 0.002

C.V = 0.8+1.96*0.002 = 0.886

Ho is accepted

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FINDINGS:

1. In this survey it was found that 68% AIRTEL customers feel that network coverage is excellent

2. Due to low pricing strategy of the competitors 54.8% customers are using other than AIRTEL connection

3. Most of retailers are not ready buy AIRTEL COIN BOX due to

A. coin jumping

B. one-way calls

C. poor battery

4. 61% of the customers are satisfied with the service provided by AIRTEL; hence further scope is there for improvement

5. 76% of the customers feel that the customer care executives are giving proper information

6. 59% of the customers feel that approaches of the customer care executives is courteous. Hence huge scope is there for improvement

7. 85% of the customers are not aware that customer care service is charged in AIRTEL

8. Most of the customer care executives are not capable to give information about internet facility

9. 67% of customers are preferred full talk time recharges

99

10. 87% of customers are preferred easy recharge option

11. The market share of the competitors is 52.7%

• BSNL = 10.8%

• Tata Docomo = 14.8%

• Vodafone = 10.4%

• Reliance =16.8%

Suggestion

1. Increase the promotional activities in rural (Chikatirupati and Masti) places like providing banners & boards to retailers

2. Improve the service quality of coin box by addressing issues like

A. coin jumping

B. battery problem

C. One way calls

3. Do not charge for the calls made to customer care executives

4. Give proper training to the customer care executives about the internet packages

5. Maintain the low pricing strategy i.e. when competitors introduced per paisa per second call rates AIRTEL lost its customers.

100

Conclusion

In this survey it was also found that 68% respondents have perception in their mind that the Network Coverage of the AIRTEL is good as compare to others.

But at present the sales of the AIRTEL shows that the company should maintain the low pricing strategy.

The market share of the AIRTEL is 47.3%, it shows that still there is a chance to capture the more market share.

101

BIBLIOGRAPHY

• Primary Data collected through survey

• Company website, www.airtel.in

• Market Research book by TULL & HAWKINS

102

http://www.airtel.in/

ANNEXUREQuestionnaire For Customers

Dear respondent

I am pleased to introduce myself as a MBA student of IMER. As a part of my curriculum, I have undertaken a research on “A study on customer satisfaction and retention strategy for AIRTEL service in Bangalore rural”. The information provided by you will be strictly kept confidential and used for academic purpose only.

103

Thanking in advance.

Date: -

Place:-

1) Which mobile connection are you using at present? (If you are not using Airtel then go to question no.16?)

a) Airtel b) BSNL c) TATA DOCOMOd) Vodafone e) Reliance

2) Since when are you using Airtel? ( please tick)

a) Less than or equal to 1 year b) More than 1 year & less than 2 yearsc) More than 2 years & less than 5 yearsd) More than 5 years

3)

104

a. Previously which mobile connection are you using? _____________________________________

b. What is your opinion about Airtel in terms of the following attributes?

Excellent Good Average Poor Worst

Network Coverage

Clarity

Customer care support

Tariffs

Value added Services

Promotional Schemes

Billing ( In case of Post paid)

105

4) Presently which services of Airtel do you avail ?

a. GPRS b. Internet c. Hello Tune d. Astrology

5) How do you rate the above services of airtel?

a) Excellent b) Good c) Average d) Poor e) Worst

6) Which Tariff plan do you prefer the most ? ( tick any one)

a. Per minute b. Pulse rate c. Per call

7) Are you aware that customer care service is charged in Airtel?

a. Yes b. No

106

If yes what is your opinion?

______________________________

______________________________

8) The service of Pre-recorded messages in Airtel is:

a) Excellent b) Good c)neither good nor bad d)Poor e)Worst

9) Which recharge option do you prefer more?

a) Easy recharge b) Physical recharge card

10) The physical recharge card is easily available

a) Strongly agree b) Agree c) No idea d) Disagree e) Strongly Disagree

1

107

1) Which full talk time offer do you prefer more & Why?

a. 22 b. 51c. 99d. 222e. 333

__________________________________________-

__________________________________________

12) Are you using Airtel as a main contact Number?

a. Yes b. No If yes what is the reason?

108

13) What you feel about customer care relationship management in Airtel ?

Excellent Good Average Poor

Information about new offer

Approach is polite and genius

Quick in providing service?

14) My satisfaction level with the overall service of Airtel is :

109

a) Highly satisfied b) Satisfied c)Average d) Dis-satisfied e) Highly dis-satisfied

15) How likely will you suggest your friends and relative to take an Airtel connection?

a. Alwaysb. Some-timesc. Very rarely d. Never

16) What are the reasons for using other connections? (Rank)

a. Network Coverage b. Tariffsc. Customer care service d. Schemese. Availability of SIMf. Any other ______________________________

Personal Details

110

Name:

Gender:

Age:

Profession:

Contact number:

111

QUESSIONAIRE FOR RETAILERS

Dear respondent

I am pleased to introduce myself as a MBA student of IMER. As a part of my curriculum, I have

undertaken a research on “A study on competitors profile for AIRTEL service in Bangalore rural”. The

information provided by you will be strictly kept confidential and used for academic purpose only.

Thanking in advance.

1. What defined market are they trying to reach?

a. Studentsb. Businessc. Executivesd. Household.

2. Are you aware about PCO facility is provided by airtel in your city?

a. Yesb. No

3. Do you know airtel is providing per second pulse rate facility in its PCO?

a. Yesb. no

4. How wide is the coverage of competitors?

a. State wiseb. Zonalc. National wide

112

5. Is the market saturated?

a. Yesb. No

6. What are the core competencies of competitors?

a. Coverageb. Pricec. Featuresd. Any others specify _________________

7. In terms of promotional ability how would you rate the competitors?

a. Very strongb. Strongc. Weakd. Very weak

8. What is the approximate market share of the competitors?

a. Less than 10%b. 10%-25%c. 25%-50%

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d. More than 50%

9. Which of these internet packs offered by airtel are preferred by the customers?

a. Yesb. No

Retailers Details

1. Name: ____________________________

2. Gender: a) Male b) Female

3). Contact Number: ____________________

114

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Date post:	15-Apr-2017
Category:	Services
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