A STUDY ON CUSTOMER SATISFACTION OF AIRTEL MOBILE NETWORK IN GUNTUR

P. PAVAN KUMAR*
Mr. J. N. G. SRINIVAS**

II Year – Master of Business Administration Student, Department of Management Studies,

Vignan’s Foundation for Science Technology and Research, Vadlamudi, Guntur, Andhra
Pradesh–522213, INDIA.

Mr. J. N. G. SRINIVAS, Department of Management Studies, Vignan’s Foundation for

Science Technology and Research, Vadlamudi, Guntur, AP-522213, INDIA

ABSTRACT

The project entitled “A study on customer satisfaction towards Airtel in Krishna District" is carried
out with an objective to determine the consumer preference and satisfaction. The primary objective of
this study is to find out the consumer preference and satisfaction towards laptops with special
reference to Vijayawada. For distribution of questionnaire to the consumer convenience sampling
method was used to select the customer and the survey was taken among those selected users. In this
study of my analysis is through collecting the Primary data from the respondents it was analyzing
using simple percentage method for analyzing the collected data and Interpreting the data.
Keywords: customer, satisfaction, Analysis, Sampling.

Student Reg No: - 181FC01067 J. N. G. SRINIVAS

Name: - PEDDI PAVAN KUMAR Signature : -
Signature: -
 A STUDY ON CUSTOMER SATISFACTION OF AIRTEL MOBILE NETWORK IN
GUNTUR

1. INTRODUCTION
India's media transmission organize is the second biggest on the planet dependent on the all
out number of phone users(both fixed and cell phone). Phone Industry in the nation which is
in an ongoing process of changing into cutting edge arrange, utilizes a broad arrangement of
present day organize components, for example, advanced phone, versatile focuses, media
entryways and flagging portals at the center, interconnected by a wide assortment of
transmission frameworks utilizing optical fiber or Microwave. Media transmission in India
has extraordinarily been upheld by the INSAT arrangement of the nation, one of the biggest
household satellite frameworks in the world. Telecommunication has bolstered the financial
advancement of India and has made light of a critical job to limit the rustic urban
computerized gap somewhat. India has decided on the utilization of both the GSM and
CDMA innovations in the portable segment. The portable duties in India have additionally
gotten most reduced on the planet.

2. COMPANY PROFILE
Bharti Airtel Ltd is one of the world's driving suppliers of media transmission administrations
with nearness in 19 nations including India and South Asia and Africa. The organization is
the biggest remote specialist co-op in India, in view of the quantity of clients. The
organization offers an incorporated set-up of telecom answers for its undertaking clients,
notwithstanding giving significant distance network both broadly and globally. The
Organization likewise offers Computerized television and IPTV Administrations. Every one
of these administrations are rendered under a bound tog.

3. REVIEW LITERATURE

Philip Kotler (2008) saw that fulfilment is an individual's feeling of pressure or

disappointment.

From item's apparent presentation (result) corresponding to their desires. Buyer fulfilment is
the degree of an individual's felt state coming about because of looking at an item's apparent
presentation (result) according to the individual's desires. This fulfilment level is a
component of contrast between sees Peterson and Wilson (1992) clarified consumer loyalty
overviews additionally give a few advantageous advantages. That gives a conventional
method for client criticism to the organizations which might be recognize existing and
potential issues. Fulfilment overviews likewise pass on the message to clients that the firm
thinks about client's prosperity and worth client inputs concerning.
4. OBJECTIVE OF THE STUDY
To break down whether the Client is Happy with the utilization of Airtel Versatile System
Administration or Not. Broaden the client's objections are redressed. To examine whether the
Clients know about the new plans and offers presented and break down the general execution
of the airtel.

5. LIMITATIONS OF THE STUDY

The investigation is confined uniquely to AIRTEL, Guntur respondents. The perspective on
their different zones isn't taken. Respondents concentrated are the clients of AIRTEL
Versatile System as it were. Since the analyst chose 100 example sizes, it isn't adequate to
cover assessment of whole populace. Time length in directing the examination is very low.

6. RESEARCH METHODOLOGY
Procedure is an approach to deliberately take care of the examination issue. It might be
comprehend as a Study of concentrating how research is done logically. Research System is a
bit by bit investigation of an issue

6.1 RESEARCH DESIGN

The examination configuration is the calculated structure inside which research is directed. It
establishes the plan for the assortment, estimation and examination of information.
Association's tasks. Ether bra 1.1 DESCRIPTIVE RESEARCH

This examination is spellbinding in nature where the information is gathered through very
much organized survey and from the data taken from the clients.

6.2 SAMPLING DESIGN

Examining is the way toward choosing an adequate number of components from the
populace, so an investigation of the example and a comprehension of its properties or
qualities would make it feasible for us to sum up such properties or attributes to the populace
components.
6.3 DATA COLLECTION
A self-controlled poll was the principle instrument utilized during this investigation. It was
picked on the grounds that the respondents test size was very enormous and information was
required direly which made it the perfect apparatus in such a case.

6.3.1 SAMPLING POPULATION

Populace for this examination is set as costumers who are utilizing AIRTEL Administrations.

6.3.2 SAMPLING SIZE

The exploration was led in Guntur with 100 respondents.

6.3.3 SAMPLING Region

The exploration was led in Guntur with 100 respondents. 'Airtel' either directly or through
auxiliary organizations.

7. DATA PROCESSING,ANALYSIS AND PRESENTATION

In the wake of gathering information, the analyst composed very much addressed surveys;
information was altered and arranged to guarantee fulfilment and precision of the
information.

7.1 DATA ANALYSIS

The information gathered was arranged and dissected utilizing recurrence tables and rates.
Relapse investigation model was utilized in setting up the connection between the variables.

7.2 DATA PRESENTATION

Information was introduced in plain structure, with frequencies and rates.
7.2.1 CHI SQUARE TEST

How long you have Total

been using the Airtel
mobile network
service
Below Above
2 4
2-4
years years
years
Below C
15000
34 24 26 84
E
28.6 20.2 35.3 84.0
15000- C
30000
0 0 10 10
E
3.4 2.4 4.2 10.0
Above C 0 0 6 6
30000
E
2.0 1.4 2.5 6.0
Total C
34 24 42 100
E 34.0 24.0 42.0 100.0
In above table the Chi Square calculations are given below CALCULATIONS: Calculated
Value 14.184 Degree of Freedom(3-1)*(3-1)
= (2-1)*(1-1)
= 2(2)
=4
Significance level = 0.05 % Table Value = 9.4877 Calculated Value =14.184

7.2.2 ANOVA TEST

Anova Test for how long you have been using the Airtel mobile network service

Sum of Mean
Squares Square
df F Sig.
Between
Groups
4.455 1 4.455 6.157 .015
Within
Groups
70.905 98 .724
Total
75.360 99

7.2.3 FREQUENCY TEST

How long you have been using the Airtel mobile network service?
Frequency Per Valid Cumulative
cent Perce Percent
nt
Below
2 years
34 28.6 34.0 34.0
2-4
years
24 20.2 24.0 58.0
Above
4 years
Valid 42 35.3 42.0 100.0
Total
100 84.0 100.0
Missin System
g
19 16.0
Total
119 100.
0
The above Table value using to find the usage of airtel mobile network service and the
solutions of Frequency Test Given by Bar char Given Below

8. SUGGESTIONS
A large portion of the respondents are happy with the administrations given via Airtel Prepaid
versatile Client steps to be taken to make the clients increasingly fulfilled. The vast majority
of the clients don't know about the telephone in addition to office, steps to be taken to make
mindfulness about these offices. It is gathered that a large portion of the respondents are very
little happy with the highlights of the telephone gave via Airtel Prepaid versatile Client when
contrast with other private landline suppliers, noteworthy weight age ought to be given by the
Airtel Prepaid portable Client Not many of the respondents are happy with call network. It is
proposed to the organization to offer significance to that and make the whole client to be
satisfied.

9. FINDINGS
It is seen that 32% of respondents lean toward Airtel for the brand notoriety, 28% of
respondents favour for plans presented, 22% of respondents feel that they incline toward
Airtel for the lucidity of administration and 18% of respondents lean toward Airtel at the
moderateness of cost. 34% of respondents utilizing the Airtel administration beneath 2 years,
24% of respondents utilizing it for the period between 2 to 4 years and 42% of respondents
utilizing it over the time of 4 years respectively.
10. CONCLUSION
Through the exploration paper entitled ,"An Investigation On Consumer loyalty Of Airtel
Portable System In Guntur" it is reasoned that the factors, for example, age gathering, sexual
orientation and so forth . are having less effect on the elements The exploration result
likewise shows that, a large portion of the clients were fulfilled towards. From the
investigation the impact of Segment variable in the degree of fulfilment yielded by the client
just as the Personal conduct standard of the client is broke down in this examination. It is
distinguished that the administration gave via Airtel Prepaid versatile Client is at good level
to the respondent's .Yet the vast majority of the respondents are not happy with the highlights
of the telephone. Airtel Prepaid portable Client should concentrate on the limited time gauges
as equivalent to the private specialist organizations to upgrade their administration movement
to fulfill their clients.

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Moe Rahnema. Overview of the Gsm System And Protocol Architecture. IEEE
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Robert G. Winch Telecommunication Transmission Systems. McGraw Hill New York1993.

Kothari.C.R (2004):,”Research Methodology Methods& Techniques” New Age International

Publishers, New Delhi,2ndEdition.