1

A SERVEY REPORT ON
CUSTOMERS SATISFACTION LEVEL ON AIRTEL NETWORK
IN VARANASI
Submitted in partial fulfillment for the award of
.

SCHOOL OF MANAGEMENT SCIENCES
VARANASI
SUBMITTED TO
Dr.Hemant Kumar Yadav
Senior Lecturer
SMS, Varansi.
SUBMITTED TO
Dr.Hemant Kumar Yadav
Senior Lecturer
SMS, Varansi.
SUBMITTED BY
Hemant Singa!
BB" #
t
Semester
B$%&$'&#(%%)#&*+
SUBMITTED BY
Hemant Singa!
BB" #
t
Semester
B$%&$'&#(%%)#&*+
Bachelor of Business Administration
2011-2014
Bachelor of Business Administration
2011-2014
2
DECLARATION
We hereby declare that this research work embodied in this
entitled Dissertation customer satisfaction level on Airtel
network has been carried out by us, under the guidance of
Dr.Hemant Kumar Yadav.
We also declare that this dissertation has not been submitted to
any ni!ersity or "nstitution for the award of any Degree or
di#loma.

Hemant Singhal

Signature: __________

3
ACK!"#$D%$&$'
I express my sincere thanks to my project guide, Dr.Hemant
Kumar Yadav (Senior Lecturer) SMS, Varanasi, for guiding me
right from the inception till the successful completion of the
project. I sincerely acknoledge her for extending their !alua"le
guidance, support for literature, critical re!ies of project and the
report and a"o!e all the moral support he had pro!ided to me
ith all stages of his project.

4
'AB#$ !( C!'$'S
S. NO CHAPTER NAME
1 Declaration
2 Acknowledgement
3 ntrod!ction
" O#$ecti%e o& t'e (t!d)
* Re(earc' met'odolog)
+ Sco,e o& t'e (t!d)
- Data ,re(entation
. Data anal)(i( and inter,retation
/ Com,ari(on
10 1inding(
11 Concl!(ion
12 Recommendation
13 2i#liogra,')
1" Anne3!re
5
INTRODUCTION
6
7
!ver view of telecom sector
"ndian telecom sector is more than 1$% years old. &elecommunications
was first introduced in "ndia in 1'%1 when the first o#erational land lines
were laid by the go!ernment near (olkata )then *alcutta+, although
tele#hone ser!ices were formally introduced in "ndia much later in 1''1.
,urther, in 1''-, tele#hone ser!ices were merged with the #ostal system.
"n 1.4/, after "ndia attained inde#endence, all foreign telecommunication
com#anies were nationali0ed to form the 1osts, &ele#hone and &elegra#h
)1&&+, a body that was go!erned by the 2inistry of *ommunication. &he
"ndian telecom sector was entirely under go!ernment ownershi# until
1.'4, when the #ri!ate sector was allowed in telecommunication
e3ui#ment manufacturing only. &he go!ernment concreti0ed its earlier
efforts towards de!elo#ing 45D in the sector by setting u# an autonomous
body 6 *entre for De!elo#ment of &elemetric )*-D7&+ in 1.'4 to de!elo#
state-of-the-art telecommunication technology to meet the growing needs
of the "ndian telecommunication network. &he actual e!olution of the
industry started after the 8o!ernment se#arated the De#artment of 1ost
and &elegra#h in 1.'% by setting u# the De#artment of 1osts and the
De#artment of &elecommunications )Dot+.
&a)or telecom com*anies in +ndia
9harti :irtel
4eliance *ommunication.
;odafone 2obile
"dea
9<=>
&:&: &eleser!ices
:ircel
ninor
;ideocon
8
2&=>

!verview of Bharti Airtel
',*e: - .u/lic Co.
(ounded: - 0
th
1ul, 2334.
(ounder:-Sunil Bharti &ittal.
Head 5uarter: - ew Delhi
Area Served: - South Asia6 Africa and Channel +slands.
Ke, .eo*le: - Sunil Bharti &ittal.
$m*lo,ees: - 726773.
Su/scri/er: - 788 &illion 9in +ndia:.
"e/site: - "ww.Airtel.Com

Bharti Airtel, commonly known as Airtel, is the largest
"ndian telecommunications <er!ices *om#any head3uartered at =ew
Delhi, "ndia. "t o#erates in 20 countries across <outh :sia, :frica and
the *hannel "slands. :irtel has 8<2 network in all countries,
#ro!iding 28, -8 and 48ser!ices de#ending u#on the country of
o#eration. :irtel is the world?s third-largest mobile telecommunications
com#any with o!er 2$1 million subscribers across 20 countries as of
:ugust 2012. "t is the largest cellular ser!ice #ro!ider in "ndia, with 1'$..
million subscribers at the end of :ugust 2012. :irtel is the third largest in-
country mobile o#erator by subscriber base, behind *hina
2obile and *hina nicom.
9
:irtel is the largest #ro!ider of mobile tele#hony and second largest
#ro!ider of fi@ed tele#hony in "ndia, and is also a #ro!ider
of broadband and subscri#tion ser!ices. "t offers its telecom ser!ices
under the :irtel brand. 9harti :irtel is the first "ndian telecom ser!ice
#ro!ider to achie!e *isco 8old *ertification. "t also acts as a carrier for
national and international long distance communication ser!ices. &he
com#any has a submarine cable landing station at *hennai, which
connects the submarine cable connecting *hennai and <inga#ore.
Services *rovided /, /harti Airtel
2obile ser!ices with 8<2 technology.
,i@ed line connection.
=ational and international long distance ser!ices.
"nternet ser!ices and network solution.
9roadband ser!ices.
10
OBJECTIVES
OBJECTIVES
11
1. &o analy0e the customerAs satisfaction
"n this sur!ey re#ort, the analysis has been on the indi!idual customers of :irtel mobile
ser!ices and their le!el of satisfaction with the ser!ices #ro!ided by :irtel. &he !arious
ser!ice #arameters considered in this re#ort include B*onnecti!ity, 1lans and tariff,
814< s#eed, ;oice clarity, -8 ser!ices,-8 #lans,-8 s#eed, 4oaming charges,
<easonal offers, *all me tune ser!ices, "<D call charges, 1ayment mode. )7nly for
#ost#aid users+, 7!erall satisfaction le!el.
2. &o know how to attract the customer
&he sur!ey has been done, to know how :irtel attract the customers, after the sur!ey
we know, :irtel has different ty#e of #lans and offers, such as good connecti!ity, better
2g and -g 814< s#eed, different ty#e of ser!ices, easily a!ailable recharge, good
customer care beha!ior, #roblem resol!e with in2-- days.
-. &o know the current customerAs !iew
&he current !iew of indi!idual customer of :irtel mobile ser!ices. &he !arious ser!ices
are mentioned belowBB- ser!ice #lans, less *harges, 48ser!ice, chea# call rate,
8ood network, >ess ser!ice ta@, =o roaming charges, #lans and tariff, high 8#rs
s#eed, ,ull talk time, 7ffers, !oice clarity, <ms #ack facility, ,ree ser!ice. 2iss call
alert 5 hello tune, right billing, less isd call charges, :irtel to :irtel free, D=D. :irtel
mobile customers are satisfy or not. &he ha!e gi!en #ro!ided rank, we ha!e shown.
12
RESEARCH
METHODOLOGY
RESEARCH
METHODOLOGY
13
'Y.$ !( ;$S$A;CHC &he ty#e of research used in the #resent sur!ey is
the Descri*tive ;esearch which describes the state of affairs as it e@ists at #resent.
'Y.$ !( DA'A <S$: &he data ty#e used is the .rimar, Data which has been
collected by the researcher directly from his own obser!ations and e@#eriences
through tailor made 3uestionnaire.
DA'A C!##$C'+! &$'H!DC &he data collection method used in the #resent
#roDect is 5uestionnaire whereby a set of 3uestions are #rinted or ty#ed in a definite
order on a form or set of forms. &his 3uestionnaire has been handed by the researcher
to the concerned res#ondent to answer the 3uestions and return. &he res#ondents
were e@#ected to read and understand the 3uestions and write down the re#ly in the
s#ace meant for the #ur#ose.
C!=$+$C$ SA&.#+% &$'H!D:
*on!enience sam#ling is also known as grab, o##ortunity, accidental or ha#ha0ard
sam#ling. *on!enience sam#ling is a non#robability method.
&his means that subDects are chosen in a nonrandom manner, and some members of
the #o#ulation ha!e no chances of being included.
"n this sam#ling method the #erson whom we meet accidently can be our res#ondent.
SA&.#$ <+': "ndi!idual users in the city of ;aranasi. "ndi!iduals here are referred to
those who are in the male or female.
SA&.#$ S+>$C 12%.users of :"4&E>.
A;$A !( S<;=$YC &he sur!ey has done in ;:4:=:<" market only.

14
SCOPE OF THE
SYUDY
15
&o conduct this research the target #o#ulation was the mobile
users, who are using :irtel connection.

&argeted of geogra#hic area of ;aranasi.

<am#le si0e of 12% users was taken.

&o these 12% #eo#le a 3uestionnaire was gi!en, the 3uestion
3uestionnaire was combination of both o#en ended and close
ended 3uestions.

&he data during which 3uestionnaires were filled.

,inally the collected data and information was analy0ed and
com#lied to arri!e at the recommendations gi!en.

16
DATA
RESENTATION
DATA
RESENTATION
17
Age group of the repo!"e!t#
:. 9elow20 9. 21--0 *. -1-40 D. 41--%0 E.%0 abo!e

Age grou* A2 A7 A? A@ A4
/elow 78 72-?8 ?2-@8 @2-48 48 a/ove
o. of
res*ondent
2A BA 23 ? 2
+n this figure6 we can see6 A7 age grou* 972-?8: maCimum *refer
Airtel network6 A? age grou* 9?2-@8: is in 7
nd
*osition6 A2 age grou*
18
9/elow 78: is in ?
rd
*osition6 and A@ age grou* 9@2-48: is in last
*osition.
%ender of the res*ondent:
&: 2:>E (: ,E2:>E
19
'he surve, revealed that @3 female res*ondents and 0A male
res*ondents *refer Airtel network. 'he reason is /rand image set u*
in the minds of the res*ondents a/out Bharti Airtel.

$ducation /ackground of the res*ondent:
A. 1ursuing or com#leted 1FD. B. 1ursuing or com#leted #ost graduation. C.
1ursuing or com#leted graduation degree. D. 1ursuing or com#leted intermediate.
$. 1ursuing or com#leted matriculation. ,. =one of the abo!e.
$ducation B7 B? B@ B2
.ursuing or
com*leted
.ursuing or
com*leted
.ursuing or
com*leted
.ursuing or
com*leted
20
*ost
graduation
graduation
degree
intermediate .HD.
respondent 4A @@ 78 4
+ wanted to know Dualification of the res*ondent6 maCimum
res*ondents Dualification was B7 9.ursuing or com*leted *ost-
graduation:6 7
nd
was B? 9.ursuing or com*leted graduation degree:6
?
rd
was 9.ursuing or com*leted intermediate: and @
th
was 9.ursuing
or com*leted .HD:.
'he gross monthl, famil, income of the res*ondent in ru*ees
9+;:.
:. >ess than 20,000 9. 20,000--%,000 *.-%,000-%0000 D. %0,000 and abo!e
%ross
monthl,
income
C? C7 C2 C@
21
?46888-
48888
786888-
?46888
#ess than
786888
486888 and
a/ove
res*ondent @@ ?A 2B 70
+n this chart6 + want to show ,ou that @@ res*ondents monthl,
income is C? 9?46888-48888:6 ?A res*ondents monthl, income
is C7 9786888-?46888:6 70 res*ondents monthl, income is
C29#ess than 786888:6 2B res*ondents monthl, income is C@
9486888 and a/ove:.
um/er of mem/ers in ,our famil,E
BBBBBBBBBBBBBBBBBBBBBB
,am. si0e 2 - 4 % $ / ' . 10 11 12
res#onden 2 ' 2$ -0 2/ 14 . 2 % 1 1
22
t
'his gra*h is showing famil, siFe of res*ondents6 ?8
res*ondentGs famil, siFe is 4 mem/ers6 70 res*ondentGs
famil, siFe is A6 7A res*ondentGs famil, siFe is @6 2@
res*ondentGs famil, siFe is 06 3 res*ondentGs famil, siFe is B6
B res*ondentGs famil, siFe is ?6 4 res*ondentGs famil, siFe is
286 7 res*ondentGs famil, siFe is 36 7 res*ondentGs famil, siFe
is 76 2 res*ondent famil, siFe is226 and 2 res*ondent famil,
siFe is 24.
=umber of mobile users and :irtel users in the family of the res#ondentC
:. 1 9. 2 *. - D. 4 or abo!e
23
&o/.
users
@ 72 B7 33 34 @A 7A 0 2@ @ @
Airtel
users
72 2@ @4 40 4B ?8 78 @ 27 7 @
+n this Duestion + wanted to know that6 how man, were using mo/ile *hone
as well as how man, were using Airtel connection in their mo/ile *hones.
'hen + found out of @ *eo*le 7 *eo*le were using Airtel connection6 out of
72 *eo*le 2@ *eo*le were using Airtel connection6 out of B7 *eo*le @4
*eo*le were using Airtel connection6 out of 33 *eo*le 40 *eo*le were
using Airtel connection6 out of 34 *eo*le 4B *eo*le were using Airtel
connection6 out of @A *eo*le ?8 *eo*le were using Airtel connection6 out
of 7A *eo*le 78 *eo*le were using Airtel connection6 out of 0 *eo*le @
*eo*le were using Airtel connection6 out of 20 *eo*le 27 *eo*le were
using Airtel connection6 out of @ *eo*le 7 *eo*le were using Airtel
connection6 out of @ *eo*le @ *eo*le were using Airtel connection.
Are ,ou user ofE
:. 1ost#aid 9. #re#aid *. Data card D. :ny other
24
user %2 %7 %? %@
.ost *aid .re *aid Data card An, other
res*ondent 24 28A ? 2
+n this figure6 28A users are using %7 9.re*aid:6 out of 274
users of Airtel network6 24 users are using %2 9.ost*aid:6 ?
users are using %? 9Data card:6 2 user is using %@ 9An,
other: out of 274 users of Airtel network.
"hich is ,our *rimar, connectionE
BBBBBBBBBBBBBBBBBB..
25
etwork .2 .7 .? .4 .A .0 .B
Bsnl +dea =odafone 'atadocomo ;eliance <ninor Airtel
;es*ondents @2 A 28 A 0 7 42
+n this figure6 we can see6 when res*ondent have *urchased mo/ile
*hones which connection the, took6 42 res*ondent took .B9Airtel:6@2
res*ondent took .29BS#:628 res*ondent took .?9=odafone:6 0
res*ondent took .A9;eliance:6 A res*ondent took .7 and .49+dea and
'ata DoCo&o:67 res*ondent took .09<ninor:.
How did ,ou come to know a/out this connectionE
26
BBBBBBBBBBBBBBBBBBBBBB.
'his gra*h is showing6 how *eo*le came to know a/out the Airtel
connection6 @B res*ondents got aware from 17 9"dvertisement:6 @?
res*ondents got aware from 1@ 9(riends:6 78 res*ondents got aware from
12 9(amil,:6 A res*ondents got aware from 1? 9&edia:.
Source 12 17 1? 1@
(amil, Advertisement &edia (riends
res*ondents 78 @B A @?
27
Since how long ,ou have /een using this connectionE
:. 0- -2onths 9 .4-$2onths *. /-122onths D. :bo!e 1Gear E. :bo!e
%Gear
'ime $2 $7 $? $@ $4
8-?
&!'HS
@-A
&!'HS
0-27
&!'HS
AB!=$
2 Y$A;
AB!=$
4 Y$A;
;es*ondent @ ?8 20 74 @B
+n this figure + want to show ,ou6 @ res*ondents are using Airtel
connection $2 9last ?months:6 ?8 res*ondents are using Airtel
connection $7 9last @-A months:6 20 res*ondents are using
28
Airtel connection $? 9last 0-27 months:6 74 res*ondents are
using Airtel connection $@ 9last 2-7 ,ear:6 @B res*ondents are
using Airtel connection $4 9more than 7 ,ears:.
Have ,ou faced an, *ro/lem Hrelated to Airtel networkI6 within how man, time
,our *ro/lem got solveE
:. 1 day 9. 2--- days -. 4--% days 4. 2ore than % days
.ro/lem
resolve
;2 ;7 ;? ;@ ;4
2 DAY 7-? DAYS ?-@ DAYS &!;$
'HA 4
DAYS
;es*ondents @7 @A 28 22 24
'hose who are using this connection6 the, also face *ro/lem
with the Airtel connection6 so thatGs wh, + want to know in how
man, da,s their *ro/lem is resolved. @7 res*ondents view is
;2 92 da,:6 @A res*ondents view is ;7 97-? da,s:6 28
29
res*ondents view is ;? 9@-4 da,:6 22 res*ondents view is ;@
9&ore than 4 da,s:6 24 res*ondents view is ;4 9not a**lica/le:.
,ou have alternate connection6 a*art from Airtel6 s*ecif, the name of connectionE
BBBBBBBBBBBBBBB, BBBBBBBBBBBBBBBBBB
:lternet
connection
H1 H2 H- H4 H% H$ H/ H' 9>:=(
9snl "dea ;7D:,7=E :"4*E> &:&:
D7*727
4E>":=*E ="=74 :irtel
4es#ondents -$ $ 11 2 1' 21 . 2 1.
30
+ want to know an, alternate connection which the res*ondents
are using a*art from Airtel if ,es than which one. ?A res*ondents
are using BS#6 A res*ondents are using +D$A6 22 res*ondents
are using =!DA(!$6 7 res*ondents are using A+;C$#6 2B
res*ondents are using 'A'A D!C!&!6 72 res*ondents are using
;$#+AC$6 3 res*ondents are using <+!;6 7 res*ondents are
using A+;'$#6 and 23 res*ondents are not using an, other
connection.
+f ,ou want to move to another connection6 then which connection ,ou *referE
BBBBBBBBBBBBBBBBBBB
<##ired
connection
<1 <2 <- <4 <% <$ </ 9>:=(
31
9snl "dea ;7D:,7=E :"4*E> &:&:
D7*727
4E>":=*E ="=74 :irtel
resa#ondent 2. 1- 1- - 1% 1% / 2%
+ wanted to know6 how man, res*ondents leave Airtel connection
and take u* some other connection6 in this figure ,ou can see 73
res*ondents want to move to S2 9BS#:6 2? res*ondents want to
move to S7 9+D$A:6 2? res*ondents want to move to S?
9=!DA(!$:6 ? res*ondents want to move to S@ 9A+;C$#:6 24
res*ondents want to move to S4 9'A'A D!C!&!:6 24
res*ondents want to move to SA 9;$#+AC$:6 0 res*ondents want
to move to S0 9<+!;:6 and 74 res*ondents donGt want to move
to an, other connectionJ
How do ,ou know a/out the new offers and *lansE
:. *all from customer care 9. <ms from customer care *. :d!ertisements D.
:ny other
32
=EW 7,,E4<
:=D 1>:=
>1 >2 >- >4
from customer
care
<ms from
customer care
:d!ertisements :ny other
4E<17=DE=& 14 $$ -. %
+n this figure ,ou see how customers come to know a/out new offers and
*lans. AA res*ondents come to know from #7 9Sms from customer care:6
?3 res*ondents come to know from #? 9Advertisements:6 2@ res*ondents
come to know from #2 9Call from customer care:6 4 res*ondents come to
know from #@ 9An, other: J.
33
How much mone, did ,ou s*end on mo/ile rechargeK/ill in last month
:. 9elow 4s100 9. below 4s200 *. 4s201- 4s%00 D. 4s%01-4s1000 E. abo!e
4s1000.
&!$Y
S.$D
&2 &7 &? &@ &4
9elow
4s100
below
4s200
4s201-
4s%00
4s%01-
4s1000
abo!e
4s1000
;$S.!D$' @ A 2A 0 8
+n this we can see how much mone, ,ou s*ent in last month6
so @ res*ondents s*end mone, &2 9;s288:6 A res*ondents
s*end mone, &7 9/elow ;s788:6 2A res*ondents s*end mone,
&? 9;s782- ;s488:6 0 res*ondents s*end mone, &@ 9;s482-
;s2888:6 8 res*ondent s*end mone, &4 9a/ove ;s2888:6 and
rest of the res*ondents didnGt fill this DuestionJJ..
34
"hat is ,our average monthl, eC*enditure on mo/ile rechargeK/illE
BBBBBBBBBBBBBBBBBBBBBBB..

'his figure is showing average eC*enditure of res*ondents as 77
res*ondents avg. eC*enditure is ;s 2886 2 res*ondent avg. eC*enditure
is ;s 28886 2 res*ondent avg. eC*enditure is ;s 27886 B res*ondents
avg. eC*enditure is ;s 2486 7 res*ondents avg. eC*enditure is ;s 24886
22 res*ondents avg. eC*enditure is ;s 7886 3 res*ondents avg.
eC*enditure is ;s 7486 2? res*ondents avg. eC*enditure is ;s ?886 2A
res*ondents avg. eC*enditure is ;s ?486 2A res*ondents avg.
eC*enditure is ;s ?486 2 res*ondent avg. eC*enditure is ;s ?046 2
res*ondent avg. eC*enditure is ;s @886 7 res*ondents avg. eC*enditure
is ;s @486 B res*ondents avg. eC*enditure is ;s 486 27 res*ondents avg.
eC*enditure is ;s 4886 2 res*ondent avg. eC*enditure is ;s 4486 2?
res*ondents avg. eC*enditure is ;s ?886 ? res*ondents avg.
eC*enditure is ;s A886 2? res*ondents avg. eC*enditure is ;s ?886 2
res*ondent avg. eC*enditure is ;s 086 4 res*ondents avg. eC*enditure
is ;s B886 2 res*ondent avg. eC*enditure is ;s B48J.
35
Satisfaction level of customers
1. Highl, satisf, 7. Slightl, satisf, ?. Satisf, @. either satisfies nor dissatisfies 4. Dissatisf, A.Slightl,
Dissatisf, 0. Highl, Dissatisf,
S.o Categor,: .lease state ,our satisfaction levels w.r.t. the following
criteria
;ank
1 *onnecti!ity.
2 1lans and tariff.
- 814< s#eed.
4 ;oice clarity.
% *ustomer care e@ecuti!eAs )**EAs+ beha!ior.
$ -8 ser!ices.
/ -8 #lans.
' -8 s#eed.
. 4oaming charges.
10 <easonal offers.
11 *all me tune ser!ices.
12 "<D call charges.
1- 1ayment mode. )7nly for #ost#aid users+
14 7!erall satisfaction le!el
36
SA'+S(AC'+!
#$=$#
2 7 ? @ 4 A 0
Highl,
satisf,
Slightl,
satisf,
Satisf, either
satisfies nor
dissatisfies
Dissatisf, Slightl,
Dissatisf,
Highl,
Dissatisf,
;$S.!D$' 2A 77 ?3 70 @ 7 2
+n this figure + am showing out of 274 users of Airtel6 2A are highl,
satisfied6 77 are slightl, satisfied6?3 are satisfied6 70 are either satisfied
nor dissatisfied6 @ are highl, dissatisfied6 7 are slightl, dissatisfied6 2 are
highl, dissatisfied.
37
Data Anal,sis and inter*retation Data Anal,sis and inter*retation
38
"hich features attracted to ,ou taking this connection6 to* three
featuresKreasonsE
:BBBBBBBBBBB9BBBBBBBBBB*BBBBBBBBBB..
D2 good network D11 plan
D- call rates D12 plan
D4 Airtel to Airtel free D1- easily available recharge
D% small recharge voucher D14 special offers
D$ 3G services D1% voice clarity
D/ Connectivity D1$ reliability
D' best customer service D1/ Sms packs
D. better recharge D1' lesser service tax
D10 Gprs speed D1. Gprs plans
D20 V.A.S
39
Interpretation: In this chart, I asked hich feature attracted you, I got many
responses. I multiplied "y # from $
st
feature, multiplied "y % from %
nd
feature, and
multiplied "y $ from #
rd
feature after that added all the figures
According to ,ou6 to* three networksE
:BBBBBBBBBBBB9BBBBBBBBBBB*BBBBBBBBBBBB
=1 BS! =$ "#!$AC#
=2 $%#A =/ &$'"
=- V'%A('# =' A$")#!
=4 A$"C#! =. V#"G$
=% )A)A %'C'*'
I!terpret$t%o!# +n this chart6 + asked to* three network 6 + got man,
res*onses. + multi*lied /, ? from 2
st
res*onse6 multi*lied /, 7 from
7
nd
res*onses6 and multi*lied /, 2 from ?
rd
res*onses after that added all
the figures.
40
An, s*ecific reason for move other network6 to* three reasonsE
:BBBBBBBBBBBB9BBBBBBBBBBBB*BBBBBBBBBBB
(1 8ood ser!ice (1- e@tra talk time
(4 8ood connecti!ity (14 >ess ser!ice ta@
(% -8 ser!ice #lan (1% =o delay in #roblem sol!ing
($ 8ood network (1$ =ight #ack
(/ >ow cost (1/ <ms ser!ice
(' Figh 8#rs s#eed (1' !oice clarity
(. <easonal offers (20 sufficient billing
(11 >ow roaming charges (21 8ood customer su##ort
(22 :irtel to :irtel free (2- ;.:.<
41
+nter*retation: + asked an, s*ecific reason for moving another
connection6 the res*ondents res*onses was as fallowsJ.+ multi*lied /, ?
from 2
st
res*onse6 multi*lied /, 7 from 7
nd
res*onses6 and multi*lied /, 2
from ?
rd
res*onses after that added all the figures.
"hich kind of features ,ou are wishing to getE
:BBBBBBBBBBBBB9BBBBBBBBBB.*BBBBBBBBBBBBB
,1 3 service plans ,12 high Gprs speed
,2 $mprove the facilities to bal. ,1- (ull talk time
,- Charges ,14 'ffers
,4 +Gservice ,1% voice clarity
,% cheap call rate ,1$ Sms pack facility
,$ ,1/ free service. *iss call alert , hello tune
,/ Good net-ork ,1' right billing
,' !ess service tax ,1. less isd call charges
,10 o roaming charges ,21 Airtel to Airtel free
,11 plans and tariff ,22 %%
42
+nter*retation: + asked which kind of features ,ou are wishing 6 the
res*ondents res*onses was as fallowsJ.+ multi*lied /, ? from 2
st
feature6
multi*lied /, 7 from 7
nd
feature6 and multi*lied /, 2 from ?
rd
feature after
that added all the figures.
*om#ariso
n
43
Com*are /etween total mo/ile users and total s*ecific mo/ile
o*erator
=E&W74( 9<=> "DE: ;7D:,7=E 4E>":=*E :"4&E>
279. <E4< 442 40$ 410 41- 40%
=E&W74(
<E4<
--0 20' 24/ 2/0 24'
"nter#retationC
,rom the abo!e table /4.$$ I res#ondents are using 9<=>
network, %1.2- I res#ondents are using "DE: network, $0.24 I
res#ondents are using 9<=> network, /4.$$ I res#ondents are
using ;7D:,7=E network, $%.-/ I res#ondents are using
44
4E>":=*E network, $1.2- I res#ondents are using :"4&E>
network.
<ser of different network 9Airtel6 Bsnl6 +dea6 =odafone and
;eliance:
"nter#retationC
&he sur!ey re!ealed that '..$ #ercent of res#ondents using #re#aid ser!ice of 9<=>
network, '.' #ercent of res#ondents using #ost#aid ser!ice of 9<=> network, 0.'
#ercent of res#ondents using D:&: *:4D ser!ice of 9<=> network, 0.$ #ercent of
res#ondents using :=G 7&FE4 ser!ice of 9<=> network.
.2.' #ercent of res#ondents using #re#aid ser!ice of "DE: network, -.2 #ercent of
res#ondents using #ost#aid ser!ice of "DE: network, 0.0 #ercent of res#ondent using
45
D:&: *:4D ser!ice of "DE: network, 0.0 #ercent of res#ondent using :=G 7&FE4
ser!ice of "DE: network.
'4.0 #ercent of res#ondents using #re#aid ser!ice of ;7D:,7=E network, 1-.$
#ercent of res#ondents using #ost#aid ser!ice of ;7D:,7=E network, 2.4 #ercent of
res#ondents using D:&: *:4D ser!ice of ;7D:,7=E network, 0.0 #ercent of
res#ondents using :=G 7&FE4 ser!ice of ;7D:,7=E network.
/2.0 #ercent of res#ondents using #re#aid ser!ice of 4E>":=*E network, 20.0 #ercent
of res#ondents using #ost#aid ser!ice of 4E>":=*E network, 1.$ #ercent of
res#ondents using D:&: *:4D ser!ice of 4E>":=*E network, 0.0 #ercent of
res#ondents using :=G 7&FE4 ser!ice of 4E>":=*E network.

'4.' #ercent of res#ondents using #re#aid ser!ice of :"4&E> network, 0.12 #ercent of
res#ondents using #ost#aid ser!ice of :"4&E> network, 0.02 #ercent of res#ondent
using D:&: *:4D ser!ice of :"4&E> network, 0.01 #ercent of res#ondents using :=G
7&FE4 ser!ice of :"4&E> network.
46
1rimary connection of the res#ondent with different
networks
+nter*retation:
&he sur!ey found that according to 9<=> res#ondents /.2I res#ondents used idea,
-0.4I res#ondents used ;odafone, 2'I res#ondents used reliance, -2.'I
res#ondents used :irtel network.
47
"DE: res#ondents 0.'I res#ondents were used 9snl, 4.'I res#ondents were used
;odafone, %.$I res#ondents were used reliance, 4.'I res#ondents were used :irtel
network.
;7D:,7=E res#ondents 14.4I res#ondents were used 9snl, $.4I res#ondents were
used idea, $.4I res#ondents were used reliance, 'I res#ondents were used :irtel
network.
4E>":=*E res#ondents 2.4I res#ondents were used 9snl, 4.'I res#ondents were
used idea, %.$I res#ondents were used ;odafone, %.$I res#ondents were used :irtel
network.
:"4&E> res#ondents %.$I res#ondents were used 9snl, 10.4I res#ondents were
used idea, 14.4I res#ondents were used reliance, and 42.4I res#ondents were used
;*7D:,7=E network.
48
1roblem resol!e of different network in different time

+nter*retation:
&he sur!ey re!ealed that -%.2I 9<=> res#ondentAs #roblem is sol!ed in 41
)1 day+, 4'I "DE: res#ondentAs #roblem is sol!ed in 41 )1 day+, -$I
;7D:,7=E res#ondentAs #roblem is sol!ed in 41 )1 day+, 2..$I
49
4E>":=*E res#ondentAs #roblem is sol!ed in 41 )1 day+, -4.4I :"4&E>
res#ondentAs #roblem is sol!ed in 41 )1 day+.
2-.2I 9<=> res#ondentAs #roblem is sol!ed in 42 )2-- days+, 22.4I "DE:
res#ondentAs #roblem is sol!ed in 42 )2-- days+, -%.2I ;7D:,7=E
res#ondentAs #roblem is sol!ed in 42 )2-- days+, --.$I 4E>":=*E
res#ondentAs #roblem is sol!ed in 42 )2-- days+, -$.'I :"4&E>
res#ondentAs #roblem is sol!ed in 42 )2-- days+.
22.4I 9<=> res#ondentAs #roblem is sol!ed in 4- )4-% days+, 'I "DE:
res#ondentAs #roblem is sol!ed in 4- )4-% days+, 'I ;7D:,7=E
res#ondentAs #roblem is sol!ed in 4- )4-% days+, ..$I 4E>":=*E
res#ondentAs #roblem is sol!ed in 4- )4-% days+, -$.'I :"4&E>
res#ondentAs #roblem is sol!ed in 4' )4-% days+.
..$I 9<=> res#ondentAs #roblem is sol!ed in 44 )more than % days+, 0I
"DE: res#ondentAs #roblem is sol!ed in 44 )more than % days+, '.'I
;7D:,7=E res#ondentAs #roblem is sol!ed in 44 )more than % days+, '.'I
4E>":=*E res#ondentAs #roblem is sol!ed in 44 )more than % days+, '.'I
:"4&E> res#ondentAs #roblem is sol!ed in 44 )more than % days+.
'.'I 9<=> res#ondentAs #roblem is sol!ed in 4% )not a##licable+, 1%.2I
"DE: res#ondentAs #roblem is sol!ed in 4% )not a##licable+, 12I
;7D:,7=E res#ondentAs #roblem is sol!ed in 4% )not a##licable+, 1$I
4E>":=*E res#ondentAs #roblem is sol!ed in 4% )not a##licable+, 12I
:"4&E> res#ondentAs #roblem is sol!ed in 4% )not a##licable+.
50
&ove an, other network
+nter*retation:
:ccording to 9<=> res#ondent /.2I res#ondents mo!e idea network, 2-.2I
res#ondents mo!ed to ;odafone network, 12.'I res#ondents mo!ed to 4eliance
network, 2-.2 res#ondents mo!ed to :irtel network.
51
:ccording to "DE: res#ondent ..$I res#ondents mo!e 9snl network, 10.4I
res#ondents mo!ed to ;odafone network, '.'I res#ondents mo!ed to 4eliance
network, 10.4I res#ondents mo!ed to :irtel network.
:ccording to ;7D:,7=E res#ondent -4.4I res#ondents mo!e 9snl network, 10.4 I
"dea res#ondents mo!ed to ;odafone network, ..$I res#ondents mo!ed to 4eliance
network, 10.4I res#ondents mo!ed to :irtel network.
:ccording to 4E>":=*E res#ondent 1-./%I res#ondents mo!e 9snl network, /.2I
res#ondents mo!ed to "dea network, 12.'I res#ondents mo!ed to ;odafone network,
12I res#ondents mo!ed to :irtel network.
:ccording to :"4&E> res#ondent 10.4I res#ondents mo!e 9snl network, 20I
res#ondents mo!ed to "dea network, 2-.2I res#ondents mo!ed to 4eliance network,
4.'I res#ondents mo!ed to ;odafone network
!verall satisfaction of different res*ondent
"nter#retationC
52
7!erall satisfaction of the 9snl res#ondents 2'I res#ondents are 1 )highly satisfied+, 1$I res#ondents
are 2 )<lightly satisfy+, 2'I res#ondents are -)satisfy+, 12I res#ondents are 4
)=either satisfies nor dissatisfies+, $.4I res#ondents are % )Dissatisfy+, 1.$I
res#ondents are $ )<lightly Dissatisfy+, %.$I res#ondents are /)Fighly Dissatisfy+.
"dea res#ondents 4.'I res#ondents are 1 )highly satisfied+, 2'.'I res#ondents are 2
)<lightly satisfy+, 40.' I res#ondents are -)satisfy+, 1/.$I res#ondents are 4 )=either
satisfies nor dissatisfies+, 1.$ I res#ondents are % )Dissatisfy+, 0.' I res#ondent is $
)<lightly Dissatisfy+, 0.' Ires#ondent are /)Fighly Dissatisfy+.
;odafone res#ondents 12.'I res#ondents are 1 )highly satisfied+, 1..2I
res#ondents are 2 )<lightly satisfy+, -1.2I res#ondents are -)satisfy+, 20.'I
res#ondents are 4 )=either satisfies nor dissatisfies+, 2.4I res#ondents are %
)Dissatisfy+, 0.'I res#ondent is $ )<lightly Dissatisfy+, 0 res#ondents are /)Fighly
Dissatisfy+.
4eliance res#ondents 12.'I res#ondents are 1 )highly satisfied+, 1'.4I res#ondents
are 2 )<lightly satisfy+, 2' res#ondents are -)satisfy+, 20 res#ondents are 4 )=either
satisfies nor dissatisfies+, 4 res#ondents are % )Dissatisfy+, 0 res#ondent is $ )<lightly
Dissatisfy+, 2.4 res#ondents are /)Fighly Dissatisfy+.
:irtel res#ondents 12.'I res#ondents are 1 )highly satisfied+, 1/.$I res#ondents are
2 )<lightly satisfy+, -1.2I res#ondents are -)satisfy+, 21.$I res#ondents are 4
)=either satisfies nor dissatisfies+, -.2I res#ondents are % )Dissatisfy+,1.$I
res#ondents are $ )<lightly Dissatisfy+, 0.'I res#ondent is /)Fighly Dissatisfy+.
53
,indings
,indings
54
+ 'H+S S<;=$Y6 + (!<D6 'H$ <&B$; !( C<S'!&$; A;$ =$;Y
HA..Y "+'H 'H+S C!$C'+! +.$.
*7==E*&";"&G
;7"*E *>:4"&G
814< <1EED
E:<">G :;:">:9>E 4E*F:48E ;7*FE4< 74 E-4E*F:48E
1479>E2 4E<7>&"7= "< D7=E W"&F"= /2 F74<
:"4&E> "=,742 WFE= :=G *F:=8E< F:< 9EE= D7=E "= &FE"4
1>:=< :=D &:4",,, &F478F <2<

<&B$; !( A+;'$# C<S'!&$;S "+## #$A=$ 'H+S C!$C'+!.
*:>> 4:&E "< ;E4G F"8F
814< 1>:= "< :><7 ;E4G F"8F
<2< *F:48E< "< :><7 ;E4G F"8F
55
47:2"=8 *F:48E< "< :><7 ;E4G F"8F
=7 ="8F& 1:*( "< :;:">:9>E
=7 <E:<7=:> 7,,E4 "< :;:">:9>E
=7 EJ&4: &:>( &"2E
274E <E4;"*E &:J
+n =aranasi cit, Bsnl users are maCimum6 ;eliance users are in
7
nd
*osition and Airtel users are ?
rd
*osition.
+n =aranasi cit, *re*aid users are &aCimum.
:fter conducting this sur!ey on the to#ic customer uses and
satisfaction level on the Airtel networkL. :nd e@#loring out its
findings, " came to the conclusion that, through the
com#arison 9<=> users are ma@imum in com#arison of
4eliance, :irtel, ;odafone, and "dea. :irtel is in -
rd
#osition in
;aranasi city. 1re-#aid users are ma@imum in ;aranasi city.
:irtel is also in -
rd
#osition in ;aranasi city. 7!erall
satisfactions of :irtel res#ondents are satisfying with this
network.
*onclusion
*onclusion
56


+m*rovement in network coverage:
During the study it is obser!ed that few customers of :irtel com#lained about
#oor network in these towns. "t was also found #oor network in #rime areas like
nearby bus stand and a!ailable only few kilometers around the towns. &his
#roblem can be resol!ed by installing high strength of towers.


;eduction in *ulse rates:
:irtel charges its customers 4s./2 #aisa #er minute when they make calls to
other mobile #hones while other ser!ice #ro!ider charges less than 4e. /2
#aisa. &his #roblem can be resol!ed by bringing down calls rating e3ui!alently to
its com#etitors.
;ecommendation
57

Clear tariff *lans:
:irtel is offering !arious tariff #lans under !arious names. During the study it is
7bser!ed that #eo#le are confused about the tariff #lans. &herefore efforts
should be #ut in educating the customers on tariff #lans at the #oint of #urchase.

Customers meet:
2ost of the customers ha!e the #roblems relating #roblems like ser!ice and
network etc. "n order to resol!e this #roblem regular customers meet can be
arranged in these towns where customers can seek solutions for their #roblems.




"ntroduction of &ele communicationC - searchtelecom.techterget.com,
Downloaded on 2'-0--201-.
"ntroduction of &ele communicationC - www.dnb.co.in

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4esearch methodologyC *.4.(othari, new age international, #ublishers.
/i/liogra*h,
58
<econd editionC 2004
ANNE!URE
59
Repo!"e!t& pero!$' %!for($t%o!
1. =ame of the res#ondentC
2. :ge grou# of the res#ondentC
:. 9elow20 9. 21--0 *. -1-40 D. 41--%0 E.%0 abo!e
-. 8ender of the res#ondentC )2ale K ,emale+
4. Education background of the res#ondentC
B. 1ursuing or com#leted 1FD.
C. 1ursuing or com#leted #ost graduation.
D. 1ursuing or com#leted graduation degree.
$. 1ursuing or com#leted intermediate.
(. 1ursuing or com#leted matriculation.
%. =one of the abo!e.
60
%. &he gross monthly family income of the res#ondent in ru#ees )"=4+C
9. >ess than 20,000 9. 20,000--%,000 *.-%,000-%0000 D. %0,000 and abo!e
$. =umber of members in your familyL
BBBBBBBBBBBBBBBBBBBBBB
/. =umber of mobile users in the family of the res#ondentC
9. 1 9. 2 *. - D. 4 or abo!e
'. =umber of :irtel users in the family of the res#ondentC
:. 1 9. 2 *. - D. 4 or abo!e
61
1. :re you user ofL
9. 1ost#aid 9. #re#aid *. Data card D. :ny other
2. Which features attracted to you taking this connection, to# three featuresL
:BBBBBBBBBBBBBB
9BBBBBBBBBBBBBB
*BBBBBBBBBBBBB...
-. Which is your #rimary connectionL
BBBBBBBBBBBBBBBBBB..
4. Fow you got aware about this connectionL
BBBBBBBBBBBBBBBBBBBBBB.
%. <ince how long you ha!e been using this connectionL
:. 0--2onths 9.4-$2onths *. /-122onths D. between 1 to 2Gear E. 2ore
than 2 years
$. Fow much time did the com#any take to resol!e your network #roblem )if any+L
:.1 day 9. 2--- days *. 4--% days D. 2ore than % days E. =ot :##licable
/. :ccording to you, to# three networksL
:BBBBBBBBBBBBBBB.
9BBBBBBBBBBBBBBB.
*BBBBBBBBBBBBBBB.
'. Do you ha!e alternate connection, a#art from :irtel, s#ecify the name of connectionL
BBBBBBBBBBBBBBBB, BBBBBBBBBBBBBBBBBB
.. "f you want to mo!e another connection, then which connection you #referL
BBBBBBBBBBBBBBBBBBB
10. :ny s#ecific reason for mo!e other network, to# three reasonsL
:BBBBBBBBBBBBBBBB
9BBBBBBBBBBBBBBBB
*BBBBBBBBBBBBBBBB
62
11. Fow you know about the new offers and #lansL
9. *all from customer care 9. <ms from customer care *. :d!ertisements D.
:ny other
12. Which kind of features you are wishing to getL
:BBBBBBBBBBBBBBBBB
9BBBBBBBBBBBBBBBBB.
*BBBBBBBBBBBBBBBBB
1-. Fow much money did you s#end on mobile rechargeKbill in last monthL
:. 4s100 9. below 4s200 *. 4s201-4s%00 D. 4s%01-4s1000 E. abo!e 4s1000.
14. What is your a!erage e@#enditure on mobile rechargeKbillL
BBBBBBBBBBBBBBBBBBBBBBB..
Satisfaction level of customers
1. Highl, satisf, 7. Slightl, satisf, ?. Satisf, @. either satisfies nor dissatisfies 4.
Dissatisf, A.Slightl, Dissatisf, 0. Highl, Dissatisf,
S.o Categor,: .lease state ,our satisfaction levels w.r.t. the following criteria ;ank
1 *onnecti!ity.
2 1lans and tariff.
63
- 814< s#eed.
4 ;oice clarity.
% *ustomer care e@ecuti!eAs )**EAs+ beha!ior.
$ -8 ser!ices.
/ -8 #lans.
' -8 s#eed.
. 4oaming charges.
10 <easonal offers.
11 *all me tune ser!ices.
12 "<D call charges.
1- 1ayment mode. )7nly for #ost#aid users+
14 7!erall satisfaction le!el
2. Highl, agree 7. Slightl, agree ?. Agree @. either agree nor disagree 4. Disagree A.
Slightl, disagree 0. Highl, disagree
S.o Categor, ;ank
1 Gou get the monthly bill at your gi!en address. )#ost#aid user+
2 Gou face #roblem in billing.
- *ustomer care e@ecuti!eAs re#ly.
4 :irtel is best internet and broadband ser!ice #ro!ider.
% :irtel is best national mobile o#erator.
64
$ :irtel is lowest cost 8<2 network.
/ :irtel is third largest network in this world.