Puneet Minor Project

7/28/2019 Puneet Minor Project

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Minor project

On

A comparison study on

Vodafone vs Airtel

To: By:

Ms. Nidhi phutela

Chandra Bhushan Tiwari

Ashutosh Upadhyay

Aman Bhardwaj

Ashutosh singh


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INDEX

1.Introduction of the project.2.Company profile Airtel vodafone3.Review of literature4.Objective5.Analysis6.Conclusion7.Suggestion8.Reference9.Questionnaire


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Vs


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INTRODUCTION

Customer

A customer is an individual who purchase or has the capacity to purchase goods and services

offered for sale by marketing institutions in order to satisfy personal or household needs, wants

or desires.

According to a statement made by Mahatma Gandhi, customer refers to the following, A

consumer is the most important visitor on our premises. He is not dependent on us. We are

dependent on him. He is not an outsider to our business. He is part of it. We are not doing him a

favour by serving him. He is doing us a favour by giving us an opportunity to do so.

So customer is like the blood of our business and also a satisfied customer is a word of mouth

advertisement of a product / services.


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CUSTOMER SATISFACTION

Every human being is a consumer of different produces. If there is no consumer, there is no

business. Therefore, consumer satisfaction is very important to every business person.

According to Philip Kotler consumer satisfaction is defined on, personal feeling of pleasure

resulting from comparing a products pursued performance in relation to his /her expectations.

Consumer attitude measurements are taken on either potential buries or existing clients buries in

order to identify their characteristics. Why should the competent market engineer conduct

consumer research? Consumers surveys can provide the researcher with a wealth of

information, valuable of the marketing function.

Detailed information regarding the customer in a market will provide the basic platform for all

marketing decisions. Marketing decision maker needs descriptive information about the total

potential unit and dollar sales in each segment. Perhaps the most important one is that sellers

need to be aware of the relevant objective and need of consumer and how their objectives might

best be served by the products.


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BHARTI AIRTEL

Formerly known as Bharti Tele-Ventures LTD (BTVL) is the largest cellular service provider in

India, with more than 110 million subscribers as of 2009. With this, Bharti is now the world's

third-largest, single-country mobile operator and sixth-largest integrated telecom operator. It also

offers fixed line services and broadband services. It offers its TELECOM services under the

Airtel brand and is headed by Sunil Bharti Mittal.

The company also provides telephone services and Internet access over DSL in 14 circles. It also

acts as a carrier for national and international long distance communication services. The

company has a submarine cable landing station at Chennai, which connects the submarine cable

connecting Chennai and Singapore. The businesses at Bharti Airtel have always been structured

into three individual strategic business units (SBU's) - Mobile Services, Airtel Telemedia

Services & Enterprise Services. The mobile business provides mobile & fixed wireless services

using GSM technology across23 telecom circles while the Airtel Telemedia Services business

offers broadband &telephone services in 95 cities and has recently launched a Direct-to-Home

(DTH) service, Airtel Digital TV. Shahrukh Khan is the brand ambassador of the mobile

company and Kareena Kapoor and Saif Ali Khan are the brand ambassadors of the DTH


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Company. The company provides end-to-end data and enterprise services to the corporate

customers through its nationwide fibre optic backbone, last mile connectivity in fixed-line and

mobile circles, VSATs, ISP and international bandwidth access through the gateways and

landing station. Globally, Bharti Airtel is the 3rd largest in-country mobile operator by

subscriber base,behind China Mobile and China Unicom. In India, the company has a 24.6%

share of the wireless services market, followed by 17.7% for Reliance Communications and

17.4% for Vodafone Essar. In January 2010, company announced that Manoj Kohili, joint

managing director and chief executive of Indian and South Asian operations, will become the

chief executive of the international business group from 1st of April 2010. He will be overseeing

Bharti's overseas business. Deputy Chief Executive Sanjay Kapoor will replace Mr Kohli and

will be the CEO with effective from April 1 2010

Brands

Airtel

Airtel is a brand of telecommunication services in India, Bangladesh and in Sri Lanka owned and

operated by Bharti Airtel. It is the largest cellular service provider in India in terms of number of

subscribers. Services are offered under the brand name Airtel: Mobile Services (using GSM

Technology),Broadband& Telephone Services (Fixed line, Internet Connectivity(DSL) and

Leased Line), Long Distance Services and Enterprise Services (Telecommunications Consulting

for corporates). It has presence in all 23 circles of the country and covers 71% of the current

population (as of Financial Year 2007).Airtel has also launched 16Mb/s broadband plans in

India, making it the first ISP to do so.

Airtel Sri Lanka

In December 2008, Bharti Airtel rolled out third generation services in Sri Lanka in association

with Singapore Telecommunications. SingTel is a major player in the 3Gspace in Asia. It

operates third generation networks in several markets across Asia .Airtel's operation in Sri

Lanka, known as Airtel Lanka, commenced operations on the12th of January 2009.


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Airtel in Bangladesh

In January 2010, it was announced that the Bangladesh Telecommunications Regulatory

Commission (BTRC) of The People's Republic of Bangladesh had given Bharti Airtel the go

ahead to acquire a 70% stake in the Bangladesh business of Abu Dhabi based Weird Telecom.

The latter had till date invested a total of $600 million, with plans to bring their Bangladesh

investments to the $1 billion mark. Airtel's 70% stake in the company is said to be at a cost of an

initial $300 million.

Touchtel

Until September 18, 2004, Bharti provided fixed-line telephony and broadband services under

the touchtel brand. Bharti now provides all telecom services including fixed-line services under acommon brand "Airtel".

BlackBerry

On 19 October 2004 Airtel announced the launch of a BlackBerry Wireless Solution in India.

The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research In

Motion(RIM).

Digital TV

On 9 October 2008, Airtel joined the DTH bandwagon in India with Airtel Digital TV, a Direct-

to-Home Television service.

IPhone 3G

The Apple iPhone 3Gwas rolled out in India on 22 August 2008 via Airtel &Vodafone. Airtel &

Vodafone have launched the newly released iPhone 3GS (16GB & 32GB) in August 2009 in

India.

Merger talks


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In May 2008, it emerged that Bharti Airtel was exploring the possibility of buying the MTN

Group, a South Africa-based Telecommunications Company with coverage in 21countries in

Africa and the Middle East.

The Financial Times reported that Bharti was considering offering US$45 billion for a 100%

stake in MTN, which would be the largest overseas acquisition ever by an Indian firm. However,

both sides emphasize the tentative nature of the talks, while

The Economist magazine noted, "If anything, Bharti would be marrying up," as MTN has more

subscribers, higher revenues and broader geographic coverage. However, the talks fell apart as

MTN group tried to reverse the negotiations by making Bharti almost a subsidiary of the new

company. In May 2009, Bharti Airtel again confirmed that it is in Talks with MTN and

companies have now agreed discuss the potential transaction exclusively by July 31, 2009.

Bharti Airtel said in a statement Bharti Airtel Ltd is pleased to announce that it has renewed its

effort for a significant partnership with MTN Group". Talks eventually ended without

agreement, some sources stating that due to the South African government opposition.

Sponsored

Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of the

Champions League Twenty20 cricket tournament. The tournament itself is named "Airtel

Champions League Twenty20."

Airtel 3G

Airtel launched the nationwide 3G services in India in the second quarter of 2010.


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Vodafone essar

PROFILE OF VODAFONE

Type: Public limited company

Traded as: LSE: VODNASDAQ: VOD

Industry Telecommunications

Predecessor 19831991Racal Telecom


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Founded 1984

Headquarters London, United Kingdom

Area served Worldwide

Key people Sir John Bond(Chairman)

Vittorio Colao(CEO)

Products Fixed line and mobile telephony,

Internet services, digital television

Revenue 44.47 billion (2010)

Operating income 9.480 billion (2010)

Profit 8.645 billion (2010)

Total assets 156.98 billion (2010)

Total equity 90.38 billion (2010)

Employees 84,990 (2010)

Vodafone's original logo, used until the introduction of the speechmark logo in 1997

Vodafone Group plc is a global telecommunications company headquartered in London, United

Kingdom. It is the world's largest mobile telecommunications company measured by revenues

and the world's second-largest measured by subscribers (behind China Mobile), with around 341

million proportionate subscribers as of November 2010. It operates networks in over 30 countries


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and has partner networks in over 40 additional countries. It owns 45% of Verizon Wireless, the

largest mobile telecommunications company in the United States measured by subscribers.

The name Vodafone comes from voice data fone, chosen by the company to "reflect the

provision of voice and data services over mobile phones".

Its primary listing is on the London Stock Exchange and it is a constituent of the FTSE 100

Index. It had a market capitalisation of approximately 93 billion as of 9 March 2011, making it

the fourth largest company on the London Stock Exchange. It has a secondary listing on

NASDAQ.

Vodafone

Vodafone made the UK's first mobile call at a few minutes past midnight on 1 January 1985.

Within fifteen years, the network was the largest company in Europe and the largest of its kind

anywhere in the world. By the turn of the century, almost every second UK citizen had a mobile

and a third of them were connected to Vodafone.

The Vodafone story is one of investment, innovation and award-winning customer service.Above all, its one of growth and the ability to deliver the tremendous benefits of mobile

communications, not just in the UK but worldwide.

Weve come a long way since the early 80s.

The Story So far...

2006

The number of Vodafone live! Customers with 3G reaches 10 million.

2005

Vodafone Simply is launched, giving customers new, easy-to-use voice and text services.


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Vodafone introduces Passport, a new voice roaming price plan.

2004

Vodafone launches its first 3G service in Europe with the Vodafone Mobile Connect 3G/GPRS

data card.

Vodafone live! with 3G is launched in 13 markets.

2003

Vodafone live! attracts 1 million customers in its first six months.

Orange, TelefonicaMoviles, T-Mobile, and Vodafone form a new association to drive

interoperable mobile payments.

2002

Vodafone trials its global mobile payment system in the UK, Italy and Germany.

Vodafone launches the first commercial European GPRS roaming service.

The Vodafone Group Foundation is launched. The Group and its subsidiaries plan to contribute

20 million to community programmes, guided by the Group Social Investment Policy.

Vodafone launches Vodafone live! and Mobile Office, two new consumer and business

propositions.

ArunSarin is selected to succeed Sir Christopher Gent as Chief Executive of Vodafone Group

Plc.

2001

Vodafone introduces instant messaging to its networks.

Vodafone makes the worlds first 3G roaming call between Spain and Japan.

2000


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The acquisition of Mannesmann AG almost doubles the size of the Vodafone Group making it

the largest mobile telecommunications company and one of the top ten companies, by market

capitalization, in the world.

Vizzavi is launched, a 50/50 joint venture between Vodafone AirTouch and VivendiNet to

deliver a multi-access branded Internet portal for Europe.

Vodafone acquires the largest available 3G licence in the UK. In parallel with the development

of 3G, Vodafone announces its intention to offer GPRS (General Packet Radio Service) to UK

corporate customers.

The Globalstar satellite communications service is launched in the UK.

1999

Vodafone AirTouchPlc is created as a result of a successful merger between Vodafone Group

Plc and AirTouch Communications Inc.

On 5 January Vodafone connects the five millionth customer in the UK.

1997

Chris Gent succeeds Sir Gerald Whent as Chief Executive Officer of Vodafone Group Plc.

1996

Vodafone is the first network operator in the UK to launch a Pre-Pay analogue package.

Per second billing on the digital network is introduced, as well as options to buy bundled

minutes and make off-peak local calls to landlines.

1994

Vodata is the first network operator in the UK to launch data, fax and SMS services over the

digital network.


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Vodafone joins the Global star consortium to develop and launch a Low Earth Orbiting

Satellite mobile phone service.

1993

Vodafone Group International is formed to acquire licences and supervise overseas interests.

Vodafone opens its first High Street store.

1992

Vodafone and Telecom Finland sign the world's first international GSM roaming agreement.

1991

Racal and Vodafone demerge. and the Vodafone Group is listed as an independent company on

the London and New York Stock Exchanges.

Vodafone and Telecom Finland make the worlds first international roaming call.

Vodafone launches its digital (GSM) mobile phone service the first in the UK.

1989

Paknet is formed as a joint venture between Racal Telecom and Cable & Wireless.

1988

Racal TelecommsPlc floats on the London and New York Stock Exchanges.

1987

Vodafone is recognized as the largest mobile network in the world.

Vodata is created as the voice and data business to develop and market Vodafone Recall, the

voicemail service.

Vodapage is launched, providing a paging network that covers 80% of the UK population.


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1985

The Vodafone analogue network is the first cellular network to launch in the UK, and the first

call is made from St Katherines Dock in London to Newbury on 1 January 1985.

1982

The Racal Electronics Group wins its bid for the private sector UK Cellular licence. It sets up

the Racal Telecomms Division and names the new network Vodafone to reflect the provision

of voice and data services over mobile phones. Based in Newbury, the company has less than 50

employees, all in one building.

Vodafone Essar:

Vodafone Essar is a member of the Vodafone Group and commenced operations in 1994 when

its predecessor Hutchison Telecom acquired the cellular license for Mumbai. The company now

has operations across the country with over 134.57 million customers**. In a survey conducted

by Indias leading business weekly, Vodafone Essar was awarded Most Respected Company in

the Telecom Sector for 2010 and the Most Trusted Service Brand in India for 2010, by a

leading financial daily.

Vodafone is one of the world's largest mobile communications companies by revenue with

approximately 358 million customers in its controlled and jointly controlled markets as at 31

December 2010. Vodafone currently has equity interests in over 30 countries across five

continents and more than 40 partner networks worldwide. For more information, please visit

www.vodafone.com.

The Essar Group is a diversified business corporation with a balanced portfolio of assets in themanufacturing and services sectors of Steel, Energy, Power, Communications, Shipping Ports &

Logistics, and Projects. Essar employs more than 50,000 people across offices in Asia, Africa,

Europe and the Americas.

Mobile Money Transfer Service


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In March 2007, Safaricom, which is part owned by Vodafone and the leading mobile

communication provider in Kenya, launched a mobile payment solution developed by

Vodafone.[42] M-PESA is aimed at mobile customers who do not have a bank account, typically

because they do not have access to a bank or their income is insufficient to justify a bank

account. The M-PESA system allows customers to deposit and withdraw cash via local agents,

and transfer money to other mobile phone users via SMS.

Governance

Name Sir Gerald Whent

October 1988December 1996

Sir Christopher Gent

January 1997July 2003

ArunSarin

July 2003July 2008

Vittorio Colao

July 2008present

In a period just short of twenty years from its initial public offering, the Company had had just

three Chief Executives. The fourth CEO, Vittorio Colao, stepped up from Deputy Chief

Executive in July 2008. Each of his predecessors made a personal contribution to the

development of the Company.

Sir Gerald Whent, at that time an Executive with Racal Electronics plc, was responsible for the

bid for a UK Cellular Network licence. The Mobile Telecoms division was de-merged, and was

floated on the London Stock Exchange in October 1988 and Sir Gerald became Chief Executive


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of Racal Telecom plc. Over the next few years the company grew to become the UK's Market

Leader, changing its name to Vodafone Group plc in the process.

Sir Christopher Gent took over as Chief Executive in January 1997, after Sir Gerald's retirement.

Sir Christopher was responsible for transforming Vodafone from a small UK operator into the

global behemoth that it is today, through the merger with the American AirTouch and the

takeover of Germany's Mannesmann.

ArunSarin was the driving force behind the Company's move into emerging markets such as

Asia and Africa, through the purchases such as that of Turkish operator Telsim, and a majority

stake in Hutchison Essar in India. Faced with increased competition, and penetration rates above

100% in the more mature European markets, he saw it necessary to diversify from being a

mobile-only business into a company which provided all telecommunications services. This has

seen Vodafone launch DSL and other fixed-line services in markets such as Germany and the

UK.

Financial results

Vodafone reports its results in accordance with International Financial Reporting Standards

(IFRS).

Year ended 31 March Turnover m Profit before tax m Profit for the year m Basic eps

(pence)Proportionate customers (m)

2010 44,472 8,674 8,618 16.44 341.1

2009 41,017 4,189 3,080 5.81 302.6

2008 35,478 9,001 6,756 12.56 260

2007 31,104 (2,383) (5,297) (8.94) 206.4

2006* 29,350 (14,835) (21,821) (35.01) 170.6

2005 34,073 7,951 6,518 9.68 154.8


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2004 36,492 9,013 6,112 8.70 133.4

Vodafone has some large minority stakes, which are not included in its consolidated turnover. In

order to provide additional information on the overall scale and growth trends of its business, it

publishes "proportionate turnover" figures, and these are included in the tables below. For

example, if a business in which it owns a 45% stake has turnover of 10 billion, that equals 4.5

billion of proportionate turnover for Vodafone. Proportionate turnover is not an official

accounting measure, and Vodafone's proportionate turnover should be compared with other

companies' statutory turnover.

Vodafone also produces proportionate customer number figures on a similar basis, e.g. if an

operator in which it has a 30% stake has 10 million customers that equals 3 million proportionate

Vodafone customers. This is a common practice in the mobile telecommunications industry.

*Losses for year to 31 March 2006 reflect write downs of assets, principally in relation to the

Mannesmann acquisition. Proportionate turnover includes 7,100 million from discontinued

operations.

The group's recent first quarter trading update (24 July 2009) saw management reiterating its

profit guidance for the full year. Whilst revenues across Europe had been relatively weak,

mirroring general economic conditions, there had been a positive showing from South Africa,

with the company's Indian purchase of Hutchison Essar continuing to generate returns.

Meanwhile, its joint venture with Verizon in the US had strengthened further, with Vodafone's

overall customer base now standing at 315 million - 8 million having been added during the first

quarter. In addition, management noted that its cost reduction programme, targeted to save 1bn

in operating costs by the end of the 2011 financial year, would reach 65pc of its target by the end

of the current financial year. The Group admitted in August 2010 that 1.25 billion in tax thatshould have been paid in Britain was actually paid in Luxembourg and elsewhere.

Previous brands Initially, around 1995, the company services were branded Max Touch

renamed to Orange in 2000. In December 2006, Hutchison Essar re-launched the "Hutch" brand

nationwide, consolidating its services under a single identity.


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The company used to be named Hutchison Essar, reflecting the name of its previous owner,

Hutchison. However, the brand was marketed as Hutch. After getting the necessary government

approvals with regards to the acquisition of a majority by the Vodafone Group, the company was

rebranded as Vodafone Essar. The marketing brand was officially changed to Vodafone on 20

September 2007.

On September 20, 2007 Hutch became Vodafone. Vodafone Essar spent somewhere in the

region of Rs. 250 cores on this high-profile brand transition. Cheap cell phones were also

launched simultaneously in the Indian market under the Vodafone brand. The company planned

to launch co-branded handsets sourced from global vendors.

A popular daily quoted a Vodafone Essar director as saying that "the objective is to leverage

Vodafone Group's global scale in bringing millions of low-cost handsets from across-the-world

into India."

Incidentally, China's ZTE, which is looking to set-up a manufacturing unit in the country, is

expected to provide several Vodafone handsets in India. Earlier this year, Vodafone penned a

global low-cost handset procurement deal with ZTE.

SWOT Analysis of Vodafone:

Strengths

The main strength of Vodafone within the telecommunications market lies in its brand image and

Recognition. Vodafone, having established a global presence and having invested highly in

marketing a differentiated image by promoting a Vodafone life style, currently enjoys a

differentiating advantage that, if exploited properly, can offer a lead in competition. The

presence of Vodafone in numerous countries within Europe as well as in all part of the world

enhances this image. It allows customers to travel and enjoy easily the services of their home

country operator. In the few countries that Vodafone is not physically present (e.g. Norway) it

has well established strategic alliances which allow for a better service of mobile clients.


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Weaknesses

The expansion of Vodafone has been completed at the expense of direct control of its operations.

The company grew through a process of acquisitions of national telecommunications

companies(E.g. the acquisition of the third biggest Czech mobile phone operator, Cesky mobile)

rather than organic growth. This increased its subscribers base quickly, offering direct market

knowledge and immediate additions of customer bases at the expense of direct effective control

of the Subsidiaries.

Opportunities

The telecommunications market, even though highly saturated in some regions offers great

potential due to the ageing population and the sophistication of the consumers. It offers great

opportunities through a careful market segmentation and exploitation of particular profitable

segments. Different strategies should be pursuedsimple phones and simplified pricing plans to

the ageing population and more updated, sophisticated solutions for younger generations. The

expanding boundaries of the market could provide further opportunities by allowing Vodafone to

enter more aggressively into fixed line service and to better enjoy the benefits of its high

investment in 3G technology. Moreover the company has undertaken its first steps in

establishing strategic alliances to develop customized solutions for end users: Vodafone recently

Threats

The Indian part of Vodafones market is characterized by existing high levels of competition.

Major brands such as Airtel, Reliance, Tata DoCoMo, BSNL, Aircel and Idea are exploiting the

price sensitivity of customers and in this way they are building a stronger image and presence in

the market. Indirect competition is also increasing further, through the presence of Skype and

other related (not only voice) Internet based services. This, combined with the upcoming Indian

legislative measures is expected to limit further the tariffs for the network providers imposing

further need for price cuts which could harm the bottom line profitability of the company.


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LITERATURE REVIEW

The Value of Customer Satisfaction By

Andrew Mennie

, General Manager eGain Communications EMEAA brief literature would be of immense help tothe researcher in gaining insight into selected problem. The researcher would gain good

background knowledge of the problem by reviewing certain studies. A reference to these entire

studies will be related in the contest of the shaping the present study. Samuval, in his study found

that most of the respondents consider, size, quality, price, instrument servicing are an important

factors for selecting the handset of majority of the respondents are satisfied over the payment

system, quality of services, coverage area, and attending the complaints. Jha (2008), in his study

Analysed that it is the youth which is the real growth driver of the telecom industry in India.Considering this fact, the paper is an attempt to give a snapshot of how frequently young people

use their mobile phones for several embodied functions of the cell phones. Data was collected

from a sample of 208 mobile phone owners, aged between 20 and 29. The study sheds light on

how gender, monthly voucher amount and years of owning mobile phones influence the usage

pattern of this device. Findings of the study would be helpful for the telecom service providers

and handset manufacturers to formulate a marketing strategy for different market segments.

Kalavani (2006) in their study

Analysed that majority of the respondents have given favourable opinion towards the services

but some problems exist that deserve the attention of the service providers. They need to bridge

the gap between the services promised and services offered. The overall customers attitude


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towards cell phone services is that they are satisfied with the existing services but still they want

more services to be provided.

Kumar (2008), in their study titled

Customer Satisfaction and Discontentment visa-a-vies BSNL Landline Service: A Study

Analysed that at present, services marketing plays a major role in the national economy. In the

service sector, telecom industry is the most active and attractive. Though the telecom industry is

growing rapidly, India's telecom density is less than the world's average telecom density as most

of India's market is yet to be covered. Seth et al (2008), in their study titled Managing the

Customer Perceived Service Quality for Cellular Mobile Telephone: an Empirical Investigation

Analyzed that there is relative importance of service quality attributes and showed that

responsiveness is the most importance dimension followed by reliability, customer perceived

network quality, assurance, convenience, empathy and tangibles. This would enable the service

providers to focus their resources in the areas of importance. The research resulted in the

development of a reliable and valid instrument for assessing customer perceived service quality

for cellular mobile services.

Kalpana and Chinnadurai (2006) in their study titled Promotional Strategies of Cellular

Services: A Customer Perspective

Analyzed that the increasing competition and changing taste and preferences of the customers

all over the world are forcing companies to change their targeting strategies. The study revealed

the customer attitude and their satisfaction towards the cellular services in Coimbatore city. It

was found that advertisement play a dominant role in influencing the customers but most of the

customers are of opinion that promotional strategies of cellular companies are more sale oriented

rather than customer oriented.

Mobile India

Indian Telecom Guide with focus on Mobile Technology!


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Only Airtels GPRS service is good. Vodafone GPRS charges are highly unreasonable but when

it comes to range & network Vodafone is bang on target unlike Airtel whose network keeps on

breaking especially in a local train.

But the biggest negative point of Airtel is their pathetic customer care. The idiots sitting in their

call centre dont have basic mannerism to talk also when it comes to GPRS technical part they

are simply clueless & please dont even think of connecting to their Hindi customer service

they suck big time as they cant answer anything beyond what is in front of their computer

screen. This Use airtel only for their GPRS service otherwise Vodafone. My opinion what about

you?

Airtel is flexible and fits all because it has a lot of schemes and plans which Vodafone lacks.

Network more or less same in Kolkata circle but in MP and cg circle airtels network is the

ultimate choice.

In case of mobile internet again airtel scores over Vodafone by providing unlimited internet at

lower cost but not in Kolkata circle here the rates of voda and airtel are almost same.

Airtel provides variety of services like DTH, broadband and mobile service in which Vodafone

lacks. Airtel is earning large amount of finance due to its broadband services. Airtel GPRS

service is economical than Vodafone but Vodafone has better range and network as compared to

Airtel. Also, Airtel mobile internet is much more reasonable in many parts of the country as

compared to Vodafone.

Vodafone with its innovative marketing strategies has been able to win millions of new

customers. The most common example of this is the use of legendary zoo zoos in

commercials. On the other hand airtel relies on its old marketing strategies like endorsing its

company services by the use of superstars like Shah Rukh Khan, Kareena Kapoor and Sachin

Tendulkar.

If you travel abroad very frequently than you should switch to Vodafone as it has better

international coverage. But Airtel is far better than Vodafone in terms of number of customers


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and variety of services offered like broadband facility, landline phone facility in which Vodafone

lacks.

Whenever we buy any connection we always want a reasonable and economical calling and

messaging service provider. Vodafone new plans and schemes are threat to Airtel in this case as

Vodafone try to provide best to its customer at lowest cost. Vodafone provide value based

services to its customers whereas airtel connectivity is better when it comes to calling and

messaging.

Customer care as the name suggests it is for the customer satisfaction and convince. The main

aim of it is to provide valuable service to customers as solve their problems. But Ariel lacks in its

customer care services. The people sitting in their customer care office lack in basic ethic sense

and mannerism to deal with their customers. Vodafone customer care is also not so good but

Airtel customer care is worst than any other telecom company.


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OBJECTIVES OF THE STUDY

A comparative study on various plans and offers provided by VODAFONE and

AIRTEL.

OBJECTIVE:

1. To find out how people of different age group respond to ADVERTISEMENT.

2. To find out Positioning strategies use by telecom companies and their impact oncustomer.

3. To find out relative customer perception.

4. To find out which telecom company have good plans and what type of plans subscriber like.

5. To find out Role of tariff plans on the buying behaviour of the customer.


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Which network are you using?

0

1

2

3

4

5

6

7

Category 1

vodafone

airtel

aircel

reliance

idea


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If u have to choose one network between Vodafone and airtel then

which you will opt?

vodafone vs airtel

Airtel

Vodafone


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Which network provides better value added service?

vadafone vs airtel

Airtel

Vodafone


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Which company provides better internet speed?

Airtel

Vodafone


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Which company has appealing advertisement strategy?

Interpretation:- above data shows that Vodafone with its innovative marketing

strategies has been able to win millions of new customers. The most common

example of this is the use of legendary zoo zoos in commercials. On the other

hand airtel relies on its old marketing strategies like endorsing its company

services by the use of superstars like Shah Rukh Khan, Kareena Kapoor and

Sachin Tendulkar.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

vadafone vs

airtel

Airtel

vodafone


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Which company provides better customer care response?

I nterpretation:above graph shows that customer care response of Vodafone is

not much satisfied in comparison to airtel.

Many times customer has to face problem and not much satisfied by the

customer care executi ve.

0%20%

40%60%

80%100%

vodafone vs airtel

vodafone

airtel


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Which network is doing well according to your expectation?

Interpretation: above graph shows that plans of Vodafone service does not meetcustomers expectation while Airtel doing exceptionally well and provides quality

service to their customers.

0

1

2

3

4

5

6

7

8

VodafoneAirtel

vodafone vs airtel

vodafone vs airtel


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Which network you will like to refer to your friends relatives?

Interpretation: above graph shows that in future people are more interested for

airtel rather than Vodafone.

0

10

20

30

40

50

60

70

vodafone vs airtel

Series 1

Series 2


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CONCLUSIONAfter doing that all study we can conclude that yes the Gap exist there in telecommunication

industry. Consumers have a lot of expectations from their service provider that are not performed

or deliver by their companies. As we know that consumer expect from Vodafone to improve its

customer care services that can be found busy most of the times.

satisfied with some of companys strategies. So this is the Gap between Airtel users and

company performance.

Users of Vodafone, are not satisfied with company

customer care service as it is a difficult process because one has to wait a lot or call again and

again to talk with a customer care representative.

Airtel performance is good but Gap exists not just with Airtel but with all the companies in the

industry. Various VAS (Value Added Services) provided by company does not seems to be

satisfying their users. Customers are not satisfied with SMS pack that is perceived costlier ascompare to others companies SMS packs by Airtel users.

is to be found the best service provider of network service and customer care service as

well. This is one company in the industry that can be found delivering as per their customer

expectations. Thats why customers have rated it not as satisfactory but excellent. But one has to


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pay more for superior service and Airtel is one example of such service. Users of Airtel paying

more for value added services. And they expect from company to offer some of the VAS at some

of the competitive prices. Price is the only Gap exists in Airtel between company and users.

At last the conclusion is that both Airtel and Vodafone are the best players of telecom industry

and they keep on launching variety of valuable scheme for its customers, so it can be said that

whatever the case maybe, the user always has the best of both options and he or she is smart

enough to choose the best of Airtel or Vodafone.

FINDINGS and SUGGESTIONS

INTRODUCTION:

This chapter is allocated to express the findings and

Conclusions in this study. Statistical tools are applied to analyze the

Data. It includes their result of each and every tables, charts and tests.

FINDINGS FROM PERCENTAGE ANALYSIS:

ference, majority of the people are preferred AIRTEL.

using AIRTEL, who are in

the category of up to 25 years.

are using cell phones.


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are only less aware about services provided by the services

provider.

AIRTEL.

No peoples are highly satisfied about the after sales Service in VODAFONE.

Services of AIRTEL.

basis of tariff offers, majority of the peoples highly satisfied in AIRTEL.

Highly satisfied in AIRTEL


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SUGGESTIONS:

To ensure that every youth has a mobile, service providers have to offer services like SMS/MMS

at low cost/free and ensure that the total mobile bill for the youth does not cross Rs.300-400 per

month, which is the maximum this segment of customers can afford from their pocket money; To

ensure that every household has a mobile connection, it is essential that the utility of mobile

phones is increased through better STD and ISD rates vis--vis landline, friends and family

offers, special rates to landlines etc., with easy/low deposit schemes to acquire these facilities. To

ensure that the penetration targeted in towns and villages is achieved, service providers have to

invest in network expansion and reach out on priority; to exploit the untapped potential in these

markets. The construct of trust is important for cellular users of telecom industry. As such, it has

implications for value added services, market segmentation, and customer retention strategies.

Theoretically, conceptualising and modelling trust in telecom sector help to expand scholars

knowledge of interactive consumer behaviour in this emerging discipline. This study also shows

that technology orientation is a significant factor of mobile users trust. Therefore, telecom

service provider needs to ensure that it provides the best network quality and value added

services

Airtel, Vodafone should try to expand their customers Network.

Vodafone should try to attract the young peoples. (up to 20 years)


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Airtel should try to attract old peoples also. All the service providers are made good

advertisements for

their service. Because, advertisements are take little part for

influencing the consumers. All the service providers are try to increase post-paid users.

75% of the peoples are unaware about the various services rendered by their service provider. So

the service providers try to make awareness of their customers services to their customers.

Airtel, Vodafone should attract the customers by reducing their price. Vodafone are highly

dissatisfied about the performance of the service provider. So they should try to add some

advanced features towards their services. Vodafone should decrease their dissatisfied customers

by providing good after sales services.

Vodafone should give periodical offers to their customers. Vodafone should decrease their

outgoing call charges.


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REFERENCES

Magazines:

Business IndiaWeb Resources:

www.wikipedia.org http://www.vodafone.co.in/ta-aboutus-ttsl-organisation.aspx http://www.airtel.co.in/wepapp/comunication/rcom/aboutus/

aboutus_home.jsp

http://www.mobileindia.info/general/377/airtel-vs-vodafone.html

http://www.slideshare.net/llimstudydesk/bharti-airtel-vs-vodafone-essar

www.scibad.comwww.sheartearmpaper.com
http://www.wikipedia.org/http://www.wikipedia.org/http://www.vodafone.co.in/ta-aboutus-ttsl-organisation.aspxhttp://www.vodafone.co.in/ta-aboutus-ttsl-organisation.aspxhttp://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.scibad.com/http://www.scibad.com/http://www.sheartearmpaper.com/http://www.sheartearmpaper.com/http://www.sheartearmpaper.com/http://www.sheartearmpaper.com/http://www.scibad.com/http://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.airtel.co.in/wepapp/comunication/rcom/aboutus/aboutus_home.jsphttp://www.vodafone.co.in/ta-aboutus-ttsl-organisation.aspxhttp://www.wikipedia.org/


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