8/18/2019 Presentation on Customer Satisfaction of Airtel Users

1/29

PRESENTATION ONCUSTOMER SATISFACTION

ON AIRTEL USERS

SUBMITTED BY :GAURAV CHAUHAN

ROLL NO :1211206

SUBMITTED TO: MRS POOJA KACHRU

(Asstt. P!"#ss!$

 

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

2/29

Introduction BHARTI GROUP B%&t' Et#)'s#s %&s *## &t t%# "!#"!t !" t#+%!,!- &/

%&s #!,t'!'#/ t#,#+!33'+&t'!s 4't% 'ts 4!,/ +,&ss)!/+ts &/ s#'+#s.

Est&*,'s%#/ ' 1567 B%&t' %&s *## & )'!##'- "!+# ' t%#

t#,#+!3 s#+t! 4't% 3& 8sts &/ '!&t'!s t! 'ts +#/'t.B%&t' )!'/#s & &-# !" t#,#+!3 s#'+#s7 4%'+% '+,/#C#,,,&7 B&s'+7 It##t &/ #+#t, 't!/+#/ N&t'!&, L!-D'st&+#. B%&t' &,s! 3&"&+t#s &/ #9)!ts t#,#)%!#t#3'&,s &/ +!/,#ss )%!#s.

B%&t' 's t%# ,#&/'- +#,,,& s#'+# )!'/#7 4't% & "!!t)'t '

1 st&t#s +!#'- &,, "! 3#t!s. It %&s !# "! 3',,'!s&t's8#/ +st!3#s.

 JOINT VENTURES B%&t' %&s 3& ;!'t #t#s 4't% 4!,/ ,#&/#s ,'&*- P'+s7 USA= T#,'&7 S4#/#= As'&

'"&st+t# 8/7 M&'t's= It#&t'!&, ?'&+# C!)!&t'!7USA &/ N#4 Y!< L'"# It#&t'!&,7 USA.

INTRODUCTION

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

3/29

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

4/29

 T#,#+!3 -'&t B%&t' A't#, 's t%# &-s%') +!3)& !" B%&t'

Et#)'s#s. T%# *s'#ss#s &t B%&t' A't#, %&# *## st+t#/ 't! t%##

'/''/&, st&t#-'+ *s'#ss 'ts (SBUs$ 1$ M!*',# s#'+#s

2$ B!&/*&/ &/ t#,#)%!# s#'+#s (BT$ F$ Et#)'s# s#'+#s T%# M!*',# s#'+#s -!) )!'/#s GSM 3!*',# s#'+#s &+!ss

I/'& ' 2F t#,#+!3 +'+,#s7 4%',# BT *s'#ss -!) )!'/#s*!&/*&/ t#,#)%!# S#'+#s ' 5 +'t'#s. T%# Et#)'s#

S#'+#s -!) %&s t4! s*@'ts +&'#s (,!- /'st&+#s#'+#s$ &/ s#'+#s t!) +!)!&t#. A,, t%#s# s#'+#s &#)!'/#/ /# t%# AirT!" *&/ A't#, +!3#s t! ! "!3 B%&t'

 T#,#@V#t#s L'3't#/ @ & )&t !" t%# *'--#st )'&t# 't#-&t#/t#,#+!3 +!-,!3#&t#7 B%&t' Et#)'s#s. A +!s!t'3 !"

-'&ts ' t%# t#,#+!33'+&t'! *s'#ss. I 'ts s'9 #&s !")s't !" -#&t# +st!3# s&t's"&+t'!.

COMPAN&'S PROFILE

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

5/29

B%&t' 's t%# ,#&/'- +#,,,& s#'+# )!'/#7 4't% &&,, I/'& "!!t)'t +!#'- &,, 2F t#,#+!3 +'+,#s !" t%#+!t. It %&s !# 23',,'! s&t's8#/ +st!3#s.

t#,#)%! 4&s 't!/+#/ ' I/'& /'- t%# #&,1550s. At t%&t t'3#7 t%## 4## !, t4! 3&;! )'&t#),&#s7 Bharti (Airtel) and Essar 

(Essar) and (Airtel) *!t% t%#s# +!3)&'#s !##/!, post-paid services. I't'&,,7 t%# +#,,,& s#'+#s3&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

6/29

Bhrti'$ Vi$ion B 2020 A't#, 4',, *# t%# 3!st &/3'#/ *&/ ' I/'&: L!#/ * 3!# +st!3#s

T&-#t#/ * t!) t&,#t B#+%3&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

7/29

ORGANI)ATION STRUCTURE Prtn!r$ T%# +!3)& %&s & st&t#-'+ &,,'&+# 4't% Sin*T!"( T%#

'#st3#t 3&/# * S'-T#, 's !# !" t%# ,&-#st'#st3#ts 3&/# ' t%# 4!,/ !ts'/# S'-&)!#7 ' t%#+!3)&.

 T%# +!3)&s 3!*',# #t4!< #')3#t )&t#s'+,/# E'+ss! &/ N!

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

8/29

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

9/29

B%&t' A't#, +!3#s /# T#,#+!3 I/st. O# t%##&s7 I/'& T#,#+!3 I/st )!'s#/ t! -!4 &t & "&st)&+# !" &,3!st 10Q&3 /# t! *!!3 ' #&,s+#&'!. I+#&s# ' '+!3# ,##,s &/ &&',&*','t !" &&-# !" +st!3#s !)t'!s "! )!'/'- t%#3 -!!/

#t4!< s#'+# &t ,!4# +!st. I I/'&7 )&t'+,&, ' NCR #-'!7 -!4t% &t# !" T#,#+!3 '/st 's &t # %'-% &/ +!st&t, -!4'-.B t%'s )!;#+t 8/'-7 4# %&# *## t'- t! +&t+% t%#

s&t's"&+t'! &/ /#3&/ !" A't#, !-&'s&t'! "! t%#'+!33#+'&, &/ #s'/#t'&, ##/s ' D#,%' &/ NCR#-'!.

A,s! &s 3!*',# )'+#s *#-' t! )'+% )s#s ' t%#s#

t'3#s !" 3#,t/!47 s+%#3#s &# 3&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

10/29

A/ t%# &# -#tt'- 3!# 3!/'8#/ t! s't +st!3#/#3&/s.

 T%'s st/ 4!,/ *# s#", "! +!3)&'#s t!

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

11/29

 T%## &# 3& *##8ts #,&t#/ t! t&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

12/29

S,ot An"-$i$ It 's ! /!*t &*!t t%# "&+t t%&t A't#, 's

+!s'/##/ t! *# A %-# 3&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

13/29

STRENGTH  P#3'3 )'+'- ?!+s ! t#+%!,!- &/ &,'t

St!- +!33't3#t I @%!s# +&)&*','t P!/+ts ,!+&,'#/ t! s't# I/'& t&st#

L&-# +st!3# *&s#  +EA.NESS L&+< !" t&s)&#+ 4't% /#&,#s ?!+s ! '+%# s#-3#ts D!3'&+# !" "!#'- 4!< +,t# L'tt,# )#s#+# ' t!4s V# "#4 #9+,s'# s%!4!!3s.

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

14/29

OPPORTUNIT&   C!#t '3&-# 't! 3&'/# )!/+t )!t"!,'!

P!s't'# *@! /# t! %'-% &,'t H#&,t% #s!+# -##&t'!  THREATS

 >& *#%'/ 3&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

15/29

CONSUMER ANAL&SIS/ As 4#

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

16/29

COMPETITOR ANAL&SIS/  

1. Rn*! o0 n!t,or1 :A't#,7 I/#& &/ MTNL s#'+# )!'/#s %&# *## 't! t%'s +#,,,& '/st "!3 &# ,!- t'3# &/ %&# /##,!)#/ & +!3),#t# &/ &st #t4!< ' D#,%' &/&!/ t%# #3!t# &#&s.

2. Nu%2!r o0 $u2$cri2!r$:A,, t%# P,&#s A't#,7 I/#& &/ MTNL %&# & +t t%!&t +!3)#t't'! t! t%# +&)'t&,. T'- t! &// 3!# +st!3#s t! 'ts s#'+# 4't% A't#, &s t%# 3&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

17/29

C"" Ro%in*: T%# s# +& !&3 &4%## ' t%# +!t 4%## t%# !&3'-"&+','t 's &&',&*,#.

S%rt Mi"/ S3&t M&', "! A't#, 's t%# 3!st &/&+#/ !'+# 3&', s#'+#. It%#t%# !# 's ! )#)&'/ ! )!st )&'/7 !# +& #;! & 4'/# &-# !"&!/&*,# &,# &//#/ s#'+#s. ?!3 -#tt'- '-%t )/&t#s t! 3!*',# *&

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

18/29

Di6!r!nc!$ 2!t,!!n GSM nd CDMA/ >%',# TDMA &/ ?DMA &# t%# t)#s !"

3,t'),#9'- ' GSM7 CDMA 4!%',# GSM +&!t &// 3!# t%& & 89#/ 3*#

!" s*s+'*#s ' & +#,,7 t%#+&)&+'t !" t%# sst#3 's !t '-'/ ' CDMA.

 T%# *'--#st &/&t&-# 4't% GSM 's 'ts4'/#s)#&/ #t4!< ' E!)# &/ As'&7 4%##&s

CDMA 's )#/!3'&t ' US &/ S!t% K!#&.

 

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

19/29

 T%# s# !" GSM 's #&*,#/ & #&s 't#&t'!&,!&3'-. As "& &s SMS7 -&3'- &/ It##t 's+!+##/7 *!t% GSM &/ CDMA s+!# & #&,

)!'t. GSM %&s &,#&/ s#t & st&/&/ ' I/'&. B#'- &

)&t#t#/ t#+%!,!-7 &,, CDMA #')3#ts &/%&/s#ts #'# & !&,t t! *# )&'/.

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

20/29

OCCUPATION

DATA AND INTERPRETATION

BUSINESS= 0

STUDENT= F0

SERVICE= 20

ANY OTHER= 10

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

21/29

 YES = 100

 DO &OU HAVE A MOBILE PHONE7

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

22/29

 YES= 100

ARE &OU A+ARE ABOUTTELECOMMUNICATION SERVICES7

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

23/29

 YES= 50

NO= 10

DO &OU USE AIRTEL7

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

24/29

ADVERTISEMENT= 60

HOARDINGS= 20

NE>SPAPER= 10

 FROM +HICH SOURCE &OU CAME TO .NO+ ABOUT AIRTEL7

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

25/29

C&,, R&t#s= F

SMS S#'+#s= 10

GPRS= 20

N#t4!

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

26/29

>EEKLY= 60

MONTHLY= F0

 HO+ OFTEN DO &OU COME TO .NO+ ABOUT THE NE+SERVICES7

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

27/29

SATIS?IED= 0

VERY SATIS?IED= 10

 HO+ +OULD &OU RATE THE SERVICES PROVIDED B& AIRTEL7

Conc"u$ion/

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

28/29

Conc"u$ion/ Cst!3# s#'+#7 ,'

8/18/2019 Presentation on Customer Satisfaction of Airtel Users

29/29