88M ro[ecL resenLaLlon CusLomer servlce bv lnLerneL servlce provlder 1o be submlLLed Lo SubmlLLed bvrof Parlsh !aln keLan ane[anlkhll sharmaSurbhl sharmaCazal 8ohraC8ILC1IVL5 CI 1nL 51UDrlmarv Cb[ecLlves1o analvze Lhe saLlsfacLlons level of cusLomerSecondarv Cb[ecLlves1o flnd ouL Lhe problems faced bv aovL usersAnalvse Lhe quallLv sLaLusldenLlLv cusLomers preferencellnd ouL sLrenaLh weakness,L1nCDCLCG CI 51UD lleld of sLudv uelhl and nC88esearch deslan uescrlpLlveSample Slze 100,L1nCDCLCG CI 51UD uaLa CollecLlonrlmarvSecondarvSampllna deslanSample slzeSampllna meLhod8esearch perlod 43 davsGraph show|ng necess|ty of net connect|on 1he lnLerpreLaLlon ls LhaL 37 of Lhe oraanlzaLlons areprlmarllv dependlna on lnLerneL usaae And 39 ofLhe oraanlzaLlons are uslna lL as supporLlna acLlvlLv fordolna Lhelr buslness Cnlv 4 of Lhe oraanlzaLlons areLhlnklna LhaL lnLerneL ls noL necessarv for dolna LherebuslnessnecesslLv of neL ConnecLlon ln an oraanlsaLlonlrequencv ercenLvalld ercenLCumulaLlve ercenLvalld Much needed 37 370 370 370Some whaL39 390 390 960noL needed4 40 40 10001oLal100 1000 10001he lnLerpreLaLlon ls LhaL 90 of Lhesample unlLs were uslna 8roadbandconnecLlon and 10 of Lhem were uslnaoLher Lvpe of connecLlon fororaanlzaLlonal usaaeGraph show|ng the type of connect|on used |n the organ|zat|ons1vpe of connecLlonlrequencv ercenLvalld ercenLCumulaLlve ercenLvalld 8roadband 90 900 900 900uallup10 100 100 10001oLal100 1000 10009|e chart show|ng reason for choos|ng A|rte| broadband connect|on1he lnLerpreLaLlon ls LhaL onlv 13 of Lhe cusLomers preferred AlrLel broadband because ofoffers 1he hlahesL 37 of Lhe cusLomers preferred AlrLel because of Lhe quallLv of servlceoffered bv AlrLel 1he second mosL 30 of Lhe cusLomers have preferred because of Lhe Speedof lnLerneL servlce lL also shows Lhe brand name also has some lmpllcaLlon before chooslnaAlrLel 8roadband servlces 20 of Lhe cusLomer has chosen AlrLel because of Lhe brand name'AlrLel'referencelrequencv ercenLvalld ercenLCumulaLlve ercenLvalld Cffers 13 130 130 130Servlce quallLv 38 380 380 310Speed 30 300 300 8108rand name 19 190 190 10001oLal 100 1000 10009|e chart show|ng customer rat|ng of secur|ty of Data dur|ng process|ng re||ab|||ty speed busys|gna|s d|sconnects1he lnLerpreLaLlon ls LhaL 43 of Lhe cusLomer has ranked neLwork securlLv ln AlrLelbroadband connecLlon as aood Some 19 has ranked lL as verv aood Cnlv 3 hasranked lL as poor 23 of Lhe cusLomers has ranked lL as falrSecurlLv of uaLalrequencv ercenLvalld ercenLCumulaLlve ercenLLxcellenL 8 80 80 80verv Cood 19 190 190 270Cood 43 430 430 720lalr 23 230 230 970oor 3 30 30 10001oLal 100 1000 1000Customer rank|ng of usage exper|ence1he lnLerpreLaLlon ls LhaL around 38 of Lhe cusLomers has ranked Lhe usaaeexperlence was aood 23 of Lhe cusLomers ranked lL as verv aood 12 of LhecusLomers ranked lL as excellenL Also 10 of Lhe cusLomer raLed lL as poorusaae Lxperlencelrequencv ercenLvalld ercenLCumulaLlve ercenLvalld LxcellenL12 120 120 120verv aood 23 230 230 370Cood28 280 280 630lalr23 230 230 900oor10 100 100 10001oLal100 1000 10009|e chart show|ng customer rat|ng of after sa|es serv|ce1he lnLerpreLaLlon ls LhaL 12 of Lhe cusLomer has raLed Lhe afLer sales servlce asexcellenL Some 26 raLed lL as verv aood and 33 as aood 8uL Lhe concern ls LhaL13 of Lhe cusLomer also feel LhaL Lhe afLer sales servlce ls poorAfLer sale servlcelrequencv ercenLvalld ercenLCumulaLlve ercenLvalld LxcellenL 12 120 120 120verv aood 26 260 260 380aood 34 340 340 720falr 14 140 140 860poor 14 140 140 10001oLal 100 1000 1000now A|rte| he|ped them so|ve the|r prob|em1he lnLerpreLaLlon ls LhaL 13 of Lhe cusLomer feels LhaL Lhe connecLlon wlLh AlrLelbroadband helped Lhem Lo solve Lhelr neLwork relaLed problem whlch exlsLs ln earllerMosL of around 33 felL LhaL lL was aood 27 of Lhe cusLomer felL lL was falr Cnlv7of Lhe cusLomer felL lL as poor solvlna Lhelr neLwork problemroblem SoluLlonlrequencv ercenLvalld ercenLCumulaLlve ercenLLxcellenL 13 130 130 130Cood40 400 400 330lalr40 400 400 930oor7 70 70 10001oLal100 1000 1000Cvera|| sat|sfact|on |eve| of A|rte| broadband customersHighIy dissatisfied7% Dissatisfied11%Average19%Satisfied 44%HighIy Satisfied 19%HighIy dissatisfiedDissatisfiedAverageSatisfied HighIy Satisfied 1he lnLerpreLaLlon ls LhaL 19 of Lhe SML cusLomer ls hlahlv saLlsfled wlLh Lheoverall servlce provlded bv AlrLel broadband 44 of Lhe cusLomer ls saLlsfled wlLhLhe overall servlce offered bv Lhe servlce Around 7 of Lhe cusLomer are hlahlvdlssaLlsfled bve Lhe servlceHI-SQUARE TEST Chi-square test is one of the simplest and most widely used nonparametrictests in statistical work. This test was first used by Karl Pearson in the year 1900. The quantity describes the magnitude of the discrepancy between theory and observation. t is a method to test the relationship between the theoretical (hypothesis) & the observed value.necesslLv of lnLerneLCbserved n LxpecLed n 8esldualMuch needed37 333 237Some whaL39 333 37noL needed4 333 2931oLal1001vpe of connecLlonCbserved n LxpecLed n 8esldual8roadband90 300 400uallup10 300 4001oLal100referenceCbserved n LxpecLed n 8esldualCffers13 230 120Servlce quallLv38 230 130Speed30 230 308rand name19 230 601oLal100SecurlLv of uaLaCbserved n LxpecLed n 8esldualLxcellenL8 200 120verv Cood19 200 10Cood43 200 230lalr23 200 30oor3 200 1701oLal100LI,I1A1ICN%ShorLaae of Llme%8las of respondenLs%ack of cusLomer's cooperaLlon%8espondenLs aaaresslve ln naLure%Sample was resLrlcLed Lo 100 cusLomers whlch mav resLrlcLLhe scopeIINDING5%;uallLv of Lhe servlce provlded plavs an lmporLanL role ln keeplnaLhe exlsLlna cusLomers and Lo brlna new cusLomers%ln mosL of Lhe oraanlzaLlon lnLerneL plavs an lmporLanL role ln Lhedav Lo dav acLlvlLles%MosL of Lhe oraanlzaLlons prefer broadband connecLlon over oLherLvpe of connecLlon because of speed and oLher compaLlblllLv ofservlce%A number of Lhe oraanlzaLlon preferred AlrLel because of Lhe quallLvof servlce provlded and also for Lhe speed of daLa Lransmlsslon%Manv cusLomers have raLed Lhe speed of daLa Lransmlsslon ls vervaood%1he safeLv and securlLv of AlrLel neLwork ls raLed verv well bv mosLof lLs cusLomers SafeLv of daLa ls verv lmporLanL ln anv Lvpe oforaanlzaLlon AlrLel wlLh lLs own C securlLv sulLe helps oraanlzaLlonsproLecL lLs daLa from LhefL and prevenLs lL from harmful aLLacks%AfLer sales servlce plavs essenLlal parL of cusLomer saLlsfacLlonnumber of cusLomers have reporLed lL aood and verv aood%CusLomers feel AlrLel broadband was much beLLer Lhan oLhercompeLlLlve producLs of Lhe same caLeaorv 1hls shows Lhe placeAlrLel has achleved ln Lhe mlnds of Lhe cusLomer5UGGL51ICN 1he cusLomer raLe quallLv of Lhe servlce as Lhe mosL relevanL one and hence AlrLel 8roadband servlces should malnLaln Lhe quallLv ln servlces and should make lmprovemenLs ln Lhls feaLure Some cusLomers are plannlna Lo dlsconLlnue because of hlah bllllna and afLer sales servlce ls noL aood 1houah lL ls a small percenLaae Lhe companv should focus on Lhese Lo keep Lhe brand lmaae ln Lhe mlnds of people lf anv complalnL ls observed from Lhe cusLomers lL should be dealL qulcklv Lhls wlll reduce Lhe chance for dlssaLlsfacLlon Manv dlssaLlsfled cusLomers asked for more lnformaLlon abouL oLher plans or chanae of plans So Lhe dlssaLlsfacLlon mav be due Lo provldlna wrona plans bv Lhe sales persons So Lhe companv can make use of Lhls opporLunlLv Lo reLaln lLs cusLomers bv provldlna Lhe rlahL plans 1here ls a huae markeL poLenLlal for broadband servlces so Lhe companv should Lake care of more promoLlonal acLlvlLles ln whlch adverLlsemenL plavs and effecLlve role and hence Lo have a compeLlLlve edae over oLher brands ack of awareness abouL Lhe plans ls hlah amona cusLomers So Lhe companv musL provlde an awareness proaram abouL Lhe speclallzed plans for Lhem 1he deLalled bllllna ls provlded as a value added servlce ln AlrLel broadband lL ls free of cosL ln lLs compeLlLors llke 8Sn So Lhe companv could provlde Lhe servlce as free of cosL lL wlll help cusLomers clear Lhelr doubLs abouL bllllna and hence Lo lmprove Lhelr saLlsfacLlon levelCCnCuSlCn AlrLel ls one of Lhe powerful brands ln lndla and lL has been successful ln creaLlna a sLrona lmpresslon on Lhe consumer mlnds wlLh lLs varled producLs and offerlnas Lo consumers on a huae scale Lo dellver lLs cusLomers aL lLs besL lrom daLa analvsls Lhere ls huae markeL ln vouLh aeneraLlon vouLh are uslna larae exLenL Lo lnLerneL 1he overall ob[ecLlve of Lhe sLudv was Lo flnd ouL how Lhe cusLomer's lmpacL on sales promoLlonal acLlvlLles of AlrLel broadband servlces and Lo flnd ouL Lhelr saLlsfacLlon Lowards Lhe servlce aaalnsL lLs compeLlLors 1he sLudv revealed Lhe plcLure of cusLomers percepLlon and saLlsfacLlon whlch help AlrLel broadband Lo encouraae more people Lo be Lhe cusLomers/consumers of AlrLel 8roadband