A STUDY ON CUSTOMERS SATISFACTION OF AIRTEL

TELECOMMUNICATION IN BHOPAL CITY

CHAPTER I
1.1 INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in Marketing. While it's often abbreviated
as CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and
services supplied by a company to meet customer expectation. Customer satisfaction is defined
as "the number of customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses. It is seen as a key
performance indicator within business and is often part of a Balanced Scorecard. In a competitive
marketplace where businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers' expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of
mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

able do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower satisfaction rating than a budget motel—even though its facilities
and service would be deemed superior in 'absolute' terms.

1
 Satisfaction is basically a psychological state it is a difficult thing to measure
quantitatively
.in other words there are no units of satisfaction that have been defined. The usual measures of
customer satisfaction involves a survey instrument with a set of statements using aa liker
techniques or scale the customers is asked to evaluate each statement and select from a scale who
the customer agree or disagree with the statement.

1.2 CUSTOMER SATISFACTION MEASUREMENT

A basic and effective base line customer satisfaction survey program should focus on
measuring customer perception of how will the company delivers on the critical success factors
and dimensions of the business as defined by the customers:

For example

 Service promptness
 Courtesy of staff
 Responsiveness
 Understanding the customer problem etc.

The findings of the company performance should be analyzed both with all customers
and by key segments of the customer population. The essential starting point for customer is

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has released The
International Customer Service Standard (TICSS). TICSS enables organizations to focus their
attention on delivering excellence in the management of customer service, whilst at the same
time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an
organization’s attention on delivering increased customer satisfaction by helping the organization
through a Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy,
Processes People, Premises, Product/Services, as well as performance measurement. The
implementation of a customer service standard should lead to higher levels of customer
satisfaction, which in turn influences customer retention and customer loyalty.
Customer Satisfaction Surveys:

Surveys and questionnaires are the most common marketing research methods. Typically, they are
used to:

 Assess the level of customer satisfaction with a particular product, service or experience
 Identify factors that contribute to customer satisfaction and dissatisfaction;
 Determine the current status or situation of a product or service;
 Compare and rank providers;
 Estimate the distribution of characteristics in a potential customer population; or
 Help establish customer service standards

Benefits and Challenges:

Surveys allow an organization to quickly capture vital information with relatively

little expense and effort. A primary advantage of this method is its directness: “the purpose is
clear and the responses straightforward.” Additionally, the information gathered by surveys can
easily be analyzed and used to identify trends over time. The public views consumer product
polls and pollsters in a generally positive manner compared to political and other polls. One
study found that at least sixty percent of the public feels that market research about products and
services has a positive impact on society. Seventy percent consider the people who conduct such
surveys to have positive impacts on society.

A major disadvantage of customer surveys is that the responses may be influenced

by the measurement itself through various forms of bias. For example, most surveys are
voluntary, and some researchers have found differences between survey respondents and non-
respondents. People who respond to surveys answer questions differently than those who do not
respond, and late responders answer differently than early responders.
1.3 SCOPE OF THE STUDY

 It helps student to understand the working environment and the procedural setup of the
organization/ company
 It is useful for the student for the reference
 It helps the student to Gin practical knowledge
 To know about the telecom sector and the rising competition in this practical field
 To know about the functioning of the telecom company
1.4 OBJECTIVES OF THE STUDY

 To understand the awareness of Airtel products among consumers in the market.

 To create interest as well as find out the potential new consumers
 To analyze the consumers perception towards Airtel
 To know the satisfaction level of consumers towards Airtel products and services.
 To maximize consumers outlets through traditional channel that will increase the in
future.
 To create more numbers of Airtel subscribers.
1.5 NEED OF THE STUDY

This project focuses mainly to know how important is the customer service for a
business to exist and to know about the marketing and management skills that are necessary
in this present scenario for any organization’s growth. This survey is mainly based on
satisfaction levels of Airtel customers. Feedback is taken from the customer on visiting the
Airtel outlets about their experience visiting to these outlets is collected by the help of
questionnaires.

One of the major problems in an organisation is Customer Satisfaction. In the era

of relationship marketing customers feelings and his satisfaction derived from the service he
is using plays a very important role in an organisation. Being an oligopoly service sector the
Telecom service sector has a tough completion. Airtel faces tough completion from
Vodafone, Idea and BSNL. Airtel mainly focuses on sale of its services with a better
customer service for increasing its brand loyalty and having a good network with its
customers for its success. For the betterment of its service airtel service sector also takes
feedback from its customers on visiting the showroom. To be successful today’s companies
must be dynamic, constantly evolving and adjusting to the ever changing market conditions.
1.6 STATEMENT OF THE PROBLEM

The project entitled “a study on customers satisfaction of Airtel

telecommunication in Bhopal city” is carried out with an objective to determine the
preference and satisfaction. The primary objective of this study is to find out the consumer
preference and satisfaction towards laptops with special reference to Tirupur. For
distribution of questionnaire to the consumer convenience sampling method was used to
select the consumer and survey was taken among those select users. After collecting the data
from the respondents it was analyzing using simple percentage method for analyzing the
collected data.
 1.7 RESEARCHES METHODOLOGY

Survey method:

A Survey is a complete operation, which requires some technical knowledge Survey

methods are mostly personal in character. Surveys are best suited for getting primary data. the
research obtains information from the respondents by interviewing them.

Sampling: It is not always necessary to collect data from whole universe. A small
representative sample may serve the purpose. A sample means a small group taken in a large lot.
This small group taken in a large lot .This small group should be emanative cross section and
really “representative” in character. This selection process in calls sampling.

Total population:

Total number of Airtel customer in Bhopal city 6,24,731

Sample size: Samples are devices for learning about large masses by observing a few
individuals. The selected sample is 50.

Methods of Sampling

Random sample method:

The method adopted here is random sampling method. A Random sample is one where
each item in the universe has as an equal chance of known opportunity of being selected.

Research Instrument

Questionnaire:

A questionnaire is a carefully complied logical sequence of questions directed to a

define objective. It is the outline of what information is required and the framework on which
the data is built upon. Questionnaire is commonly used in securing marker information that its
preparation deserves utmost skill and care.
Collection of data:

One of the important tools for conduction market research is that availability of
necessary and useful data. Date collection is more of an art than a science. The methods of
marketing research are in a way the methods of data collection. The sources of information
fall under two categories.

Internal sources:

Every company has to keep certain records such as accounts, reports etc. these
records provide sample information which an organization usually keeps collection in its
working.

External sources:

When internal records are insufficient and required information is not available, the
organization will have to depend on external sources. Of data are.

a) Primary data:

The data collected for a purpose in original and for the first time is known as primary
data. The researcher collect this data to study a particular problem.

Here the primary data is data collected through questionnaire by directly meeting the
customers

b) Secondary Data:

The data, which is collected from the published sources i.e., not originally collected
the first rime is called secondary data.

Here the secondary data is data collected from the company’s brochures, pamphlets,
catalogues and the website.
PRESENTATION OF THE DATA:

 A schedule of 25 Sample questions has been prepared to suit the objectives of the study.
 On the basis of convenient random sampling technique, the respondents have been
selected and information has been collected.
 The collected information has been classified, tabulated, analysis using mathematical
tools like percentages and interpretations have been drawn.
 After analysis, findings have been drawn and suggestions are offered

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1.8 PERIOD OF THE STUDY

The research work is carried for the a period of four months from December 2017 to
march 2018.

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1.9 LIMITATION OF THE STUDY

 Time factor was the main limitation for the study as the project was restricted to small
period.
 The research was limited only to the Bhopal city so the result can’t be generalized to the
whole of Tamil Nadu or other cities.
 The sample taken for research was concerned only for 100 customers rather than
millions of customers scattered around the Tirupur.
 Since the project has to be completed within a short period of time the information
collected could be biased.
 Some of the premium segments could not be met due to time lack and by not obtaining
prior appointment due to tight schedule of the respondents.
 1.10 CHAPTER SCHEME

Chapter I

1.1 Introduction to customer satisfaction

1.2 Customer Satisfaction measurement

1.3 Scope Of The Study

1.4 Objective Of The Study

1.5 Need Of The Study

1.6 Statement of The Problem

1.7 Research Methodology

1.8 Period Of The Study

1.9 Limitation Of The Study

1.10 Chapter Scheme

Chapter II

2.1 Review of Literature

Chapter III

3.1 Industry Profile

3.2 Company Profile

3.3 Network of Airtel

3.4 Organisation Structure

Partners Chapter IV

4.1 Data Analysis And Interpretation

Chapter V

5.1 Finding

5.2 Suggestion

5.3 Conclusion
 CHAPTER II

2.1 REVIEW OF LITERATURE

Customer Satisfaction

Some of the important related studies were reviewed for the support of the present study.

Customer satisfaction, as a construct, has been fundamental to marketing for over three
decades. As early as 1960, Keith (1960) defined marketing as “satisfying the needs and desires
of the consumer”. Hunt (1982) reported that by the 1970s, interest in customer satisfaction had
increase to such an extent that over 500 studies were published. This trend continued and by
1992, Peterson and Wilson estimated the amount of academic and trade articles on customer
satisfaction to be over 15,000.

Several studies have shown that it costs about five times to gain a new customer as it does
to keep an existing customer (Naumann, 1995) and this results into more interest in customer
relationships. Thus, several companies are adopting customer satisfaction as their operational
goal with a carefully designed framework. Hill and Alexander (2000) wrote in their book that
“companies now have big investment in database marketing, relationship management and
customer planning to move closer to their customers”. Jones and Sasser (1995) wrote that
“achieving customer satisfaction is the main goal for most service firms today”. Increasing
customer satisfaction has been shown to directly affect companies’ market share, which leads to
improved profits, positive recommendation, lower marketing expenditures (Reichheld, 1996;
Heskett et al., 1997), and greatly impact the corporate image and survival (Pizam and Ellis,
1999).
 The studies are Robins (2008) this paper is about marketing the next generation of mobile
Telephones. The study is about third generation of cell phone technology, what is usually known
as “3G” for short. There are various issues about that new innovative. One is how to price 3G
handsets and services at a level which will enable telephone operating companies to recoup the
high prices they have already paid to governments for operating licenses. Second the technology
is not yet complete, there are no agreed international standards and companies do not yet know
what new services the technology will prove capable of delivering effectively. All variants of 3G
remain dependent on largely unproven technology. Marketing 3G is going to be about services
which are new and in many cases, yet to be designed. At the same time, it will involve services
which can also be obtained by computer and other means. It follows that the marketing task will
be high risk. First, 3G has no obviously unique selling proposition to build on except, perhaps,
the combination of live video and easy portability. Second, the potential customers have not yet
had adequate opportunity to signal their service likes and dislikes. Third, the cost and complexity
of service provision leave doubt about the market’s reaction to price.

Debnath (2008) this study explains that the prime focus of the service providers is to
create a loyal customer base by benchmarking their performances and retaining existing
customers in order to benefit from their loyalty. With the commencement of the economic
liberalization in 1991, and with a view to expand and improve telecom infrastructure through the
participation of the private sector, the Government of India permitted foreign companies holding
51 percent equity stake in joint ventures to manufacture telecom equipment in India. The Indian
Government has announced a new policy, which allows private firms to provide basic telephone
services. There had been a monopoly of the state-owned department of telecommunications.
However, several companies are expected to benefit from the policy change.
 Kalavani (2006) in their study analyzed that majority of the respondents have given
favorable 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 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 of BSNL Landline Service: A Study”
analyzed 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. This attracts private operators to enter into the Indian
telecom industry, which makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its
business and survive in the market.

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 customer’s 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 Chris (2003) has
analyzed ‘Telecom advertising in print media.’ This research attempted to investigate why
Telecom theme are used in advertisement, and the motives that lead companies and advertisers to
use sport celebrities and sport concept in advertisements. From study it has been revealed that the
appearance of sport celebrities in advertising endorsement occurred more often in Telecom
magazines than in other magazines, because their target group is more acquainted with athletes.
The sport celebrities that dominated each printed media are related with their target group
characteristics.
 CHAPTER III

3.1 INDUSTRY PROFILE

Introduction:

An industry is an area of economic production which involves large amounts of upfront

capital investment before any profit can be realized. In economics and urban planning, industrial
is an intensive type of land use with economic activity involved with manufacturing and
production.

About Telecommunication:

The process of transmitting or receiving information over a distance by any electric or

electromagnetic medium can be called as telecomunication. Information may take the form of
voice, video, or data. Over the last 2,000 years we have learned to communicate over land, sea
and space. Telecommunications was the cutting edge business of the 19th century and the
foremost growth industry of the past 100 years.

Brief History of Telecom in India:

 Telecommunication came to India first in 1838. It was in the year when the first
operational land lines were laid by the government near Calcutta (seat of British Power).
 Later in 1881, the telephone service was first introduced in India.
 Nothing major happed till 1985 when Department of Telecommunications (DOT) was
established. It was an exclusive provider of domestic and long distance service that would
be its own regulator (separate from the postal system).
 Twelve years later, in 1997 Telecom Regulatory Authority of India (TRAI) came into
existence.

Telecommunications is one of the prime support services needed for the rapid growth and
modernization of various sectors the economy. It has become especially important in recent years
because of enormous growth of Information technology (IT) and its significant impact on the rest
of the economy. India is perceived to have a special comparative advantage depends critically on
high quality telecommunication infrastructure.
Different Players in Telecom Industry in India:

 Bharati AIRTEL
 BPL – HUTCH – VODAFONE ( still )
 IDEA
 RELIANCE
 TATA INDICOM
 BSNL
 AIRCEL ( closed )
 SPICE
 MTNL
 JIO

Indian mobile telephony market is increasing day by day and there is more to happen
with technological up gradations occurring nearly every day and the ever-increasing demand for
easier and faster connectivity, the mobile telephony market is expected to race ahead.

India has a fast-growing mobile services market with excellent potential for the future.
With almost 5 million subscribers amassed in less than two years of operation, India's growth
tempohas far exceeded that of numerous other markets, such as China and Thailand, which have
taken more than five years to reach the figures India currently holds. The number of mobile
phone subscribers in the country would exceed 50 million by 2005 and cross 300 million by
2010, according to Cellular Operators Association of India (COAI). According to recent strategic
research by Frost & Sullivan, Indian Cellular Services Market, such growth rates can be greatly
attributed to the drastically falling price of mobile handsets, with price playing a fundamental
role in Indian subscriber requirements. Subscribers in certain regions can acquire the handset at
almost no cost, thanks to the mass-market stage these technologies have reached internationally.
The Indian consumer can buy a handset for $150 or less. This should lead to increased
subscribership.
 This market is growing at an extremely fast pace and so is the competition between the
mobile service providers.

With the presence of a number of mobile telephony services providers including market
leaders like Airtel, Reliance, Idea, Vodafone, Tata Indicom etc who are providing either of the
two network technologies such as Global System for Mobile Communications (GSM) and Code
Division Multiple Access (CDMA). In cellular service there are two main competing network
technologies: Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA).

The Company’s wireless network runs on a GSM technology. The mobile telephony
services providers Airtel, Vodafone, have been competing aggressively for their market share
with MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has
only become more tough. With major market share in the hands of the likes of Reliance, Airtel,
Vodafone, Idea Cellular the others have been finding it difficult to compete in the market. The
Telecom Regulatory Authority Of India (TRAI) has been playing an important role in keeping a
watch on these existing players and bringing new environment as well as policies and reforms for
these Mobile Telephony Service Providers and permitting them to provide mobile telephony
services including permission to carry its own long distance traffic within their service area
without seeking an additional license. TRAI’s mission is to create and nurture conditions for the
growth of telecommunications including broadcasting and cable services in the country in a
manner and at a pace which will enable India to play a leading role in the emerging global
information society. The service providers are free to provide, in its service area of operation, all
types of mobile services including voice and non-voice messages, data services and PCO’s. The
Operators would be required to pay a one-time entry fee. The basis for determining the entry fee
and the basis for selection of additional operators would be recommended by the TRAI.

20
 Although the cellular services market in India grew during the late 1990s (as the number
of players increased and tariffs and handset prices came down significantly) the growth was
rather marginal. This was because the cellular service providers offered only post-paid cellular
services, which were still perceived to be very costly as compared to landline communications.
Following this realization, the major cellular service providers in India, launched pre-paid
cellular services in the late 1990s. The main purpose of these services was to target customers
from all sections of society (unlike post-paid services, which were targeted only at the premium
segment).

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3.2 COMPANY PROFILE

BHARTI AIRTEL

Type: Public, Listed on BSE and NSE

Founded: 1995

Headquarters: New Delhi, India

Key people: Sunil Bharti Mittal (Chairman and Managing Director)

Industry: Telecommunication

Products: Mobile Network, Wireless, Landline, Broadband, Satellite Television

Revenue: $15 Billion (2017)

Billion Profit: $ 19.4 Billion (2010)

Total assets: $36 Billion (2017)

Total equity: $11 Billion (2017)

Employees: 25,400 (December 2017)

Parent: Bharti Enterprises (64%)

SingTel (36%)

Website: www.airtel.in
BOARD OF DIRECTORS

Name Designation
Sunil Bharti Mittal Chairman & Managing Director
Sanjay Kapoor CEO India and South Africa
Manoj Kohli JMD and CEO International business group
Chua Sock Koong Director
Manish Kejriwal Director
Sheikh Faisal Thani Al-Thani Director
V K Viswanathan Director
Shishir Priyadarshi Director
Gopal Vittal Managing Director
Craig Ehrlich Director
Tan Yong Choo Director
Ben Verwaayen Director
D K Mittal Director
Rakesh Bharti Mittal Non-Executive Director

Telecom company Bharti Airtel is the flagship company of Bharti Enterprises. The
businesses at Bharti Airtel have been structured into three individual strategic business units
(SBU’s)

Airtel Product

1. Mobile services

2. Broadband and telephone services (B&T)

3. Enterprise services

4. Airtel TV

5.Airtel Money

6.Airtel Bank
 The Mobile services group provides GSM mobile services across India in 23 telecom
circles, while B&T business group provides broadband & telephone services in 94 cities. The
Enterprise Services group has two sub-units – carriers (long distance services) and services top
corporates. All these services are provided under the Airtel brand.

Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private
integrated telecom conglomerate, Bharti Enterprises. In its six years of pursuit of greater
customer satisfaction, Airtel has redefined the business through marketing innovations,
continuous technological up gradation of the network, introduction of new generation value
added services and the highest standard of customer care.

Bharti is the leading cellular service provider, with an all India footprint covering all 23
telecom circles of the country. It has over 25 million satisfied customers.

Bharti Airtel limited is a telecom MNC headquartered in New Delhi India, with a
presence in 20 countries across the world its the 4th largest telecom company in the world in
terms of subscribers base which was over 275 million as on July 2013. Airtel is also the largest
telecom company in India and the second largest in country mobile operator by subscriber base
after china mobile.

Sunil Bharti Mittal is the head of Airtel. Airtel is the largest provider of mobile telephony
and second in terms of fixed telephony and also provides broadband and DTH services. Airtel
became the first Indian company to get gold certification by CISCO.

Cellular telephony was introduced in India during the early 1990s. At that time, there
were only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies
offered only post-paid services. Initially, the cellular services market registered limited growth.
Moreover, these services were mostly restricted to the metros. Other factors such as lack of
awareness among people, lack of infrastructural facilities, low standard of living, and
government regulations were also responsible for the slow growth of cellular phone.
3.3 NETWORK OF AIRTEL

CELLULAR SERVICE

Airtel Completes Its 23 Circle All India Footprint Airtel now connects India from the
Indus to the Indian Ocean and from Sabarmati to the Brahmaputra on a network of more than
10,000 base stations with cumulative investments of more than Rs. 16,000 crores.

INTERNET INFRASTRUCTURE

Our Internet backbone involves state of the art high-end routers and switches as may
deployed on the best networks across the world to offer you reliable service of unmatched
quality. Three years back we had established satellite based gateway for internet access. This was
the first gateway by a private operator. Now we have established our fibre gateway on Network
i2i, first private submarine cable owned by us and SingTel.

FIXED LINE INFRASTRUCTURE

Our high quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu, Karnataka,
Madhya Pradesh and Chahattisgarh, intensively covers the most prominent commercial and
business districts in the country. We provide the power of last mile fixed line network to bring
end-to-end voice and data solutions.

LONG DISTANCE INFRASTRUCTURE

Our 25,000 km advanced fibre-optic cable long distance network covers India's top
200cities. And it powers the services of India's leading private telecom service providers
-cellular, fixed line and internet through Our Long Distance Services.

AIRTEL BROADBAND

Bharti Televentures is the fixed line operator business of Airtel. In the recent branding
exercise, all the services have been offered under the Airtel brand. Data is the next driver for
growth. This is clear to the operators who have belatedly realized the implications for having a
pie in all the segments of telecommunications. Hence Bharti ventured in the broadband market.
WIRELESS INTERNET

It Includes :

1. Data Card

2. USB Modem

Data Card

Airtel Data Card is the superior PC Data Card solution which delivers wireless internet
capabilities to laptops and notebooks, by providing EDGE and GPRS technologies in a single PC
Card package. On an EDGE network, Airtel Data Card enables connection to the Internet using
EGPRS. In areas where EDGE services are not available, the Airtel Data Card still enables
reliable and secure data connections over GPRS. Airtel Data Card opens up the true world of
wireless internet and is an ideal companion for a mobile professional, enabling Internet, Email,
and Office applications with real-time secure VPN access to corporate applications whilst on the
move. Anytime, Anywhere Connectivity!

USB Modem Airtel USB Modem is the superior PC solution delivering wireless internet
capability to laptops and notebooks by providing EDGE and GPRS technologies in a single PC
Card Package. On an EDGE network Airtel USB Modem enables connection to the Internet
using EGPRS. In areas where EDGE services are not available, the Airtel USB Modem enables
reliable secure data connections over GPRS. Airtel USB Modem opens up the true world of
mobile wireless internet and is the ideal companion for the mobile professional, enabling Internet
and Email whilst on the move. Anytime- Anywhere Connectivity!
3.4 ORGANIZATION STRUCTURE PARTNERS
 The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in the
company. The company’s mobile network equipment partners include Ericsson and Nokia.
In the case of the broadband and telephone services and enterprise services (carriers),
equipment suppliers include Siemens, Nortel, Corning, among others. The Company also
has an information technology alliance with IBM for its group-wide information technology
requirements and with Nortel for call center technology requirements. The call center
operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT,
Teletech & Mphasis.

CORPORATE GOVERNANCE

Bharti Airtel Limited firmly believes in the principles of Corporate Governance

and is committed to conduct its business in a manner, which will ensure sustainable, capital-
efficient and long-term growth thereby maximising value for its shareholders, customers,
employees and society at large. Company’s policies are in line with Corporate Governance
guidelines prescribed under Listing Agreement/s with Stock Exchanges and the Company
ensures that various disclosures requirements are complied in ‘letter and spirit’ for effective
Corporate Governance.

During the financial year 2003-04, your Company was assigned highest
Governance and Value Creation (GVC) rating viz. ‘Level 1’ rating by CRISIL, which
indicates that the company’s capability with respect to creating wealth for all its stakeholders
is the highest, while adopting sound Corporate Governance practices.This rating was re-
affirmed by CRISIL on April 20,2006
 PROMOTIONAL STRATEGY

After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular
market witnessed a surge in cellular services. By 2005, there were a total of 12 players in the
market with the five major players being Bharti Tele-Ventures Limited (Bharti), Bharat
Sanchar Nigam Limited (BSNL), Hutchinson-Essar limited (Hutch), Idea Cellular limited
(Idea) and Reliance India Mobile (RIM). All the players except RIM offered services based
on the Global System forMobile (GSM) technology. RIM provided services based on Code
Division Multiple Access (CDMA) technology as well as GSM.

As competition in the telecom arena intensified, service providers took new initiatives to
woo customers. Prominent among these were - celebrity endorsements, loyalty rewards,
discount coupons, business solutions and talk time schemes. The most important consumer
segments in the cellular industry were the youth segment and the business class segment.
The youth segment was the largest and fastest growing segment and was therefore targeted
most heavily by cellular service providers.

MILESTONE OF COMPANY

 Mobile phone operator, Bharti Airtel, became the first Indian telecom company to serve
50 million customers last month, and is now the world’s tenth largest wireless carrier. •
Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100
million subscribers by 2010, according to company executives.
 “Our next 50 million will largely come from rural India as our plan is to reach 5,200
census towns and over five lakh villages, covering 96 per cent of the Indian population,”
said Bharti Airtel president and CEO, Manoj Kohli, at a news conference this week.
 Bharti Airtel, India’s leading telecommunication services provider, today announced that
it had crossed the 50 million customer mark. With this, Bharti Airtel has achieved the
distinction of becoming the fastest private telecom company in world to achieve this
landmark in a single country - within 143 months of start of operations. The 50 million
customer base covers mobile as well as broadband & telephone customers.
 In the mobile business, Bharti Airtel plans to make considerable investments in
Network expansion to establish presence in all census towns and over 500,000 villages
across India by 2010, thereby covering 95% of the country’s total population. The
company’s strategic focus will be on further strengthening the Airtel brand through best-in-
class customer service, which is backed by wide national distribution.

 In the Enterprise business, Bharti Airtel will invest substantially in the long distance
business to achieve the scale of a global carrier within next 2-3 years. It is also
strengthening the corporate business towards becoming a preferred managed services
partner for the top 2000 corporations.
 In Broadband & Telephone SBU, Bharti Airtel will initiate large-scale deployments of
broadband network infrastructure in 94 towns, with a sharp focus on the home and
SMEsegments. It is readying to offer triple play to its customers with the launch of its
IPTV service.

CORPORATE SOCIAL RESPONSIBILITY OF BHARTI AIRTEL

 Bharti Foundation, a separate vehicle established in 2000 to lead the CSR agenda of
Bharti Group of Companies. • Bharti Airtel’s response to Tsunami Disaster, Donated Rs.
1 Crore to the Prime Minister’s Relief Fund.
 Bharti Airtel during Mumbai Floods: Bharti Airtel employees climbed up the towers to
restore the networks so that our customers could conveniently reach its employees.
 Bharti Airtel’s response to Kashmir earthquake: Bharti Airtel’s ‘Rapid Response Team’
responded to the Kashmir earthquake by bringing more than 2000 food packets and
water bottles to the affected area.

Achievements

 First to launch Cellular service on November 1995.

 First operator to revolutionaries the concept of retailing with the inauguration of AirTel
Connect (exclusive showrooms) in 1995.
 First to introduce push button phone in India.
 It is also the first company to export its products to the USA.

30
 CHAPTER IV

4.1 DATA ANALYSIS AND INTERPRETATION

TABLE NO: 4.1

GENDER NO OF RESPONDENTS PERCENTAGE

Male 35 70 %
Female 15 30 %
Total 50 100 %

INTERPRETATION

The above table number 4.1 shows that, 70 % of the respondents are male and 30 % of the
respondents are female. The majority of the respondents are male.

CHART NO 4.1

GENDER
Total, 100%
100%
PERCHANTAGE

Male, 70%
80%

60%
Female, 30%
40%

20%

0%
Male Female Total
NO OF RESPONDENTS

31
 TABLE NO: 4.2

AGE GROUP NO OF RESPONDENTS PERCENTAGE

Below 20 Years 25 50 %
21 – 30 Years 14 28 %
31 – 40 Years 3 6%
Above 40 Years 8 16 %
Total 50 100 %

INTERPRETATION

The above table number 4.2 reveals that, 50% of the respondents are under the age group
of below 20 years, 28% of the respondents are under the age group of 20-30 years, 6% of the
respondents are under the age group of 30-40 years, 16% of the respondents are under the age
group of above 40 years. The majority of the respondents belongs to the age group is under
below 20 years.

CHART NO 4.2

AGE GROUP
NO OF RESPONDENTS

Total 100%

Above 40 16%

31 – 40 6%

21 – 30 28%

Below 20 50%

0% 20% 40% 60% 80% 100%

PERCHANTAGE
 TABLE NO: 4.3

OCCUPATION NO OF RESPONDENTS PERCENTAGE

Employee 15 30 %
Business Man 5 10 %
Student 25 50 %
Others 5 10 %
Total 50 100 %

INTERPRETATION

The above table number 4.3 Express that , 30% of the respondents are Employees, 10%
of the respondents are doing business, 50% of the respondents Students, 10% of the respondents
are others like house wife, the majority of the respondents are students.

CHART NO 4.3

OCCUPATION
Employee 15%
Business Man 5%

Total 50%
Student 25%

Others 5%
 TABLE NO: 4.4

MARITAL STATUS NO OF RESPONDENTS PERCENTAGE

Married 20 40 %
Single 30 60 %
Total 50 100 %

INTERPRETATION

The above table number 4.4 shows that, 40% of the respondents are married and 60% of
the respondents are single. The majority of the respondents are single.

CHART NO 4.4

MARITAL STATUS

100%
PERCHANTAGE

100%
80%
60%

60% 40%

40%
20%
0%

NO OF RESPONDENTS

MarriedSingleTotal
 TABLE NO: 4.5

MONTHLY INCOME NO OF RESPONDENTS PERCENTAGE

Below 10000 25 50 %
10001-20000 8 16 %
20001-30000 4 8%
Above 30000 13 26 %
Total 50 100 %

INTERPRETATION

The above table number 4.5 reveals that, 50% of the respondents are using Airtel belong
to income Below 10000, 16% of the respondents are using Airtel belong to income RS 10001-
20000, 8% of the respondents are using Airtel belong to income RS 20001-30000 and remaining
26% of the respondents are using Airtel belong to income Above RS 30000. The majority of the
respondents are using Airtel below RS 10000.

CHART NO 4.5

MONTHLY INCOME
120%
100%
PERCHANTAGE

100%

80%

60%50%

40% 26%
16%
20% 8%

0%
Below 1000010001-2000020001-30000Above 30000 Total

NO OF RESPONDENTS
 TABLE NO : 4.6

TYPE OF SERVICE NO OF RESPONDENTS PERCENTAGE

Pre-paid 38 76 %
Post-paid 12 24 %
Total 50 100 %

INTERPRETATION

The above table number 4.6 express that, 76% of the respondents using Airtel pre-paid
network and remaining 24% of the respondents using Airtel post-paid network. The majority of
the respondents are using Airtel pre-paid network.

CHART NO 4.6

TYPE OF SERVICE
PERCHANTAGE

100%
100%
80% 76%
60%

40% 24%
20%
0%

Pre-paid Post-paid Total

NO OF RESPONDENTS
 TABLE NO:4.7

BUYING DECISSION NO OF RESPONDENTS PERCENTAGE

Friends 21 42 %
Family 10 20 %
Past Experience 5 10 %
Advertisement 11 22 %
Others 4 8%
Total 50 100 %

INTERPRETATION

The above table number 4.7 revealsthat,42% of the respondents of buying decision given
by friends, 20% of the respondents of buying decision are given by family, 10% of the
respondents of buying decision are given by past experience, 22% of the respondents of buying
decision are given through advertisement, 8% of the respondents of buying decision are given by
others. The majority (42%) of the respondents of buying decision are given by friends.

CHART NO 4.7

BUYING DECISION
120%
100%
100%

80%

60% 42%
40%
20% 22%
20% 10% 8%

0%
 TABLE NO:4.8

USAGE NO OF RESPONDENTS PERCENTAGE

Less than or Equal to 1 year 12 24 %
More than 1 year and less than 2 year 12 24 %
More than 2 year and less than 5 year 7 14 %
More than 5 year 19 38 %
Total 50 100 %

INTERPRETATION

The above table number 4.8 shows that,24% of the respondents are using Airtel for less
than one year,24% of the respondents are using Airtel for more than one year and less than two
years,14% of the respondents are using Airtel for more than two year and less than five year and
38% of the respondents are using Airtel for more than five years. The majority (38%) of the
respondents are using Airtel for more than five years.

CHART NO 4.8

USAGE

24% Less than or Equal to 1 year

More than 1 year and less

24% than 2 year
More than 2 year and less than 5 year
100% More than 5 year
14%

38% Total
 TABLE NO 4.9

ATTRIBUTES NO OF RESPONDENTS PERCENTAGE RANK

Network Coverage 12 24 % 2
Clarity 24 46 % 1
Customer Care Support 8 16 % 3
Tariffs 2 4% 5
Value Added Services 1 2% 6
Promotional Schemes 3 6% 4
Total 50 100 % 6

INTERPRETATION

The above table number 4.9 express that, 24% of the respondents are using Airtel for
network coverage, 46% of the respondents are using Airtel for clarity, 16% of the respondents
are using Airtel for Customer Care Support, 4% of the respondents are using Airtel for Tariffs,
2% of the respondents for Value Added Service, 6% of the respondents are using Airtel for
promotional Scheme. The majority of the respondents are using Airtel for Clarity.

CHART NO 4.9

ATTRIBUTES
PERCENTAGERANK

6 6
5
4
3
2
1 100%
24% 46% 16%4%2%6%
 TABLE NO 4.10

PRESENT SERVICE NO OF RESPONDENTS PERCENTAGE

GPRS 16 64 %
Internet 17 34 %
Hello Tune 12 24 %
Astrology 2 8%
None of these 3 6%
Total 50 100 %

INTERPRETATION

The above table number 4.10 shows that, 64% of the respondents are avail Airtel for
GPRS, 34% of the respondents are avail Airtel internet, 24% of the respondents are avail Airtel
for Hello Tune, 8% of the respondents avail for Astrology and 6% of the respondents are avail
Airtel for none of these. The majority of the respondents are avail Airtel for internet.

CHART NO 4.10

PRESENT SERVICE

Total 100%

None of these 6%

Astrology 4%

Hello Tune 24%

Internet 34%

GPRS 32%

0% 20% 40% 60% 80% 100%

40
 TABLE NO:4.11

SERVICE NO OF RESPONDENTS PERCENTAGE

Excellent 19 38 %
Good 14 28 %
Average 10 20 %
Poor 1 2%
Worst 6 12 %
Total 50 100 %

INTERPRETATION

The above table number 4.11 clearly indicates that, 38% of the respondents are rated
Airtel as excellent, 28% of the respondents are rated Airtel as good, 20% of the respondents are
rated as Average, 2% of the respondents are rated Airtel as Poor, 12% of the respondents are
rated Airtel as Worst. The majority of the respondents are rated Airtel as excellent.

CHART NO 4.11

SERVICE

Total 100%

Worst 12%

Poor 2%

Average 20%

Good 28%

Excellent 38%

0% 20% 40% 60% 80% 100%

41
 TABLE NO:4.12

TARIFFS PLAN NO OF RESPONDENTS PERCENTAGE

Per Minute 23 46 %
Pulse Rate 15 30 %
Per Call 12 24 %
Total 50 100 %

INTERPRETATION

The above table clearly indicates that, 46% of the respondents are prefer the tariffs plan
per minutes, 30% of the respondents are prefer the tariffs plan pulse rate, 24% of the respondents
are prefer the tariffs plan per call. The majority of the respondents are prefer the tariffs plan per
minutes.

CHART NO 4.12

TARIFFS PLAN
Per Minute, 46%

Total, 100%

Pulse Rate, 30%

Per Call, 24%

 TABLE NO 4.13

CUSTOMER CARE SERVICE NO OF RESPONDENTS PERCENTAGE

CHARGE
Yes 28 56 %
No 22 44 %
Total 50 100 %

INTERPRETATION

The above table number 4.13 shows that, 56% of the respondents are in aware of
customer care service and 44% of the respondents are not. The majority of the respondents are in
aware of the customer care service.

CHART NO 4.13

CUSTOMER CARE SERVICE CHARGE

120%
100%
100%

80%

60% 56%
44%
40%

20%

0%
0 0.5 1 1.5 2 2.5 3 3.5
 TABLE NO:4.14

PRE-RECORDED NO OF RESPONDENTS PERCENTAGE

Excellent 20 40 %
Good 10 20 %
Average 14 28 %
Poor 7 14 %
Worst 2 4%
Total 50 100 %

INTERPRETATION

The above table number 4.14 reveals that, 40% of the respondents are excellent and 20%
of the respondents are good and 28% of the respondents are average, 14% of the respondents are
poor, and remaining 4% of the respondents are worst. The majority of the respondents are
Excellent for Pre-Recorded.

CHART NO 4.14

PRE-RECORDED
100%
100%
90%
80%
70%
60%
50%
40% 40%
30%
20% 28%
10% 20%
0% 14%
4%

ExcellentGoodAveragePoorWorstTotal
 TABLE NO 4.15

RECHARGE OPTION NO OF RESPONDENTS PERCENTAGE

Easy Recharge 29 58 %
Physical recharge card 21 42 %
Total 50 100 %

INTERPRETATION

The above table number 4.15 express that,58% of the respondents are prefer to easy
recharge option and 42% of the respondents are prefer to physical recharge card. The majority of
the respondents are prefer to easy recharge.

CHART NO 4.15

RECHARGE OPTION

100%

50% 58%
42% 100%
0%
Easy Recharge PERCENTAGE
Physical recharge
cardTotal
 TABLE NO:4.16

AVAIL RECHARGE CARD NO OF RESPONDENTS PERCENTAGE

Strongly Agree 16 32 %
Agree 12 24 %
No Idea 17 34 %
Disagree 2 4%
Strongly Disagree 3 6%
Total 50 100 %

INTERPRETATION

The above table number 4.16 reveals that, 32% of the respondents are strongly agree for
physical recharge available,24% of the respondents are agree for physical recharge available,
34% of the respondents are no idea for physical recharge available, 4% of the respondents are
disagree for physical recharge available and 6% of the respondents are strongly disagree for
physical recharge available. The majority of the respondents are agree for physical recharge
available.

CHART NO 4.16

AVAIL RECHARGE CARD

Total 100%

Strongly Disagree 6%

Disagree 4%

No Idea 34%

Agree 24%

Strongly Agree 32%

0% 20% 40% 60% 80% 100%

 TABLE NO 4.17

FULL TALK TIME NO OF RESPONDENTS PERCENTAGE

55 25 50 %
100 14 28 %
150 6 12 %
220 3 6%
450 2 4%
Total 50 100 %

INTERPRETATION

The above table number 4.17 express that, 54% of the respondents are prefer for RS 55 as
full Talktime offer ,28% of the respondents are prefer for RS 100 as full Talktime offer, 12% of
the respondents are prefer for RS 150 as full Talktime offer, 6% of the respondents are prefer for
RS 220 as full Talktime offer, 4% of the respondents are prefer for RS 450 as full Talktime offer
The majority (54%) of the respondents are prefer for RS 55 as full Talktime offer.

CHART NO 4.17

FULL TALKTIME
100%
100%
90%
80%
70%
60%
50%
50%
40%
30%
20% 28%
10%
0%
12%
6% 4%

55100150220450Total
 TABLE NO: 4.18

AIRTEL CONTECT NO NO OF RESPONDENTS PERCENTAGE

Yes 31 62 %
No 19 38 %
Total 50 100 %

INTERPRETATION

The above table number 4.18 shows that, 62% of the respondents are using Airtel as a
main contact number and, the rest of 38% of the respondents are not using Airtel as a main
contact number. The majority of the respondents are using Airtel as a main contact number.

CHART NO 4.18

AIRTEL CONTECT NO

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

Yes No Total
 TABLE NO:4.19

CUSTOMER RELATIONSHIP NO OF RESPONDENTS PERCENTAGE

Information about new offer 5 10 %
Approach is polite and courteous 13 26 %
Customer Care Support 12 24 %
Quick in providing Service 20 40 %
Total 50 100 %

INTERPRETATION

The above table number reveals that, 10% of the respondents are feel about customer care
as get information about new offer, 26% of the respondents are feel about customer care as
Approach is polite and courteous, 24% of the respondents are feel about customer care as
Customer Care Support, 40% of the respondents are feel about customer care as Quick in
providing Service. The majority of the respondents are feel about customer care as Approach is
polite and courteous.

CHART NO 4.19

CUSTOMER RELATIONSHIP
10%

26%

100% 24%

40%

Information about new offer Approach is polite and courteous

Customer Care SupportQuick in providing Service
Total
 TABLE NO:4.20

OVERALL NO OF RESPONDENTS PERCENTAGE

Highly Satisfied 13 26 %
Satisfied 16 32 %
Average 16 32 %
Dis-Satisfied 5 10 %
Total 50 100 %

INTERPRETATION

The above table number 4.20 shows that, 32% of the respondents are Highly Satisfied
with the overall service of Airtel, 26% of the respondents are Satisfied with the overall service of
Airtel, 32% of the respondents are Average with the overall service of Airtel and 10% of the
respondents are Dis-Satisfied with the overall service of Airtel. The majority of the respondents
are Highly and neutrally Satisfied with the overall service of Airtel.

CHART NO 4.20

OVERALL

Total 100%

Dis-Satisfied 10%

Average 32%

Satisfied 32%

Highly Satisfied 26%

0% 20% 40% 60% 80% 100%

50
 TABLE NO:4.21

SUGGEST YOUR FRIENDS NO OF RESPONDENTS PERCENTAGE

Always 9 18 %
Some Time 14 28 %
Very Rarely 20 40 %
Never 7 14 %
Total 50 100 %

INTERPRETATION

The above table number 4.21 shows that, 18% of the respondents are always suggest to
take an Airtel connection, 28% of the respondents are sometimes suggest to take an Airtel
connection, 40% of the respondents are very rarely suggest to take an Airtel connection and 14%
of the respondents are never suggest to take an Airtel connection. The majority of the
respondents are sometimes suggest to take an Airtel connection.

CHART NO 4.21

SUGGEST YOUR FRIENDS

120%
100%
100%

80%

60%
40%
40% 28%
18%
20% 14%

0%
Always Some Time Very Rarely Never Total

51
 TABLE NO :4.22

OTHER CONNECTION NO OF RESPONDENTS PERCENTAGE

Network Coverage 5 10 %
Tariffs 10 20 %
Customer care Service 18 36 %
Schemes 2 4%
Availability of Sim 6 12 %
Any others 9 18 %
Total 50 100 %

INTERPRETATION

The above table number 4.22 express that, 10% of the respondents are using other
connection for network coverage, 20% of the respondents are using other connection for tariffs,
36% of the respondents are using other connection for Customer Care Service, 4% of the
respondents are using other connection for Scheme, 12% of the respondents are using other
connection for Availability of Sim and 18 of the respondents are using other connection for Any
others. The majority (36%) of the respondents are using other connection for customer are
service.

CHART NO 4.22

OTHER CONNECTION
Network Coverage Tariffs Customer care Sevice
Schemes Availability of Sim Any others
Total

10%
20%

100% 36%

4%
12%
18%
 TABLE NO:4.23

TARGET AUDIENCE NO OF RESPONDENTS PERCENTAGE

Students 25 50 %
Business 10 20 %
Executives 15 30 %
Household 0 0%
Total 50 100 %

INTERPRETATION

The above table number 4.23 reveals that, 50% of the respondent’s opinion is to reach the
students,20% of the respondent’s opinion is to reach the Business, 30% of the respondent’s
opinion is to reach the Executives, 0% of the respondent’s opinion is to reach the household. The
majority (50%) of the respondent’s opinion is to reach the students.

CHART NO 4.23

TARGET AUDIENCE

100%
100%
80%
60%
50%

40% 30%
20%
20%
0% PERCENTAGE
0%
StudentsBusinessExecutives HouseholdTotal
 TABLE NO: 4.24

IMPROVEMENT NO OF RESPONDENTS PERCENTAGE

Service 19 38 %
Transparency in Billing 12 24 %
Call Clarity 9 18 %
Others 10 20 %
Total 50 100 %

INTERPRETATION

The above table number 4.24 shows that, 38% of the respondents are giving suggest to
improving service, 24% of the respondents are giving suggest to improving transparency in
billing, 18% of the respondents are giving suggest to improving call clarity, 20% of the
respondents are giving suggest to improving others. The majority of the respondents suggest
giving improving service.

CHART NO 4.24

IMPROVEMENT
100%
100%
90%
80%
70%
60%
50%
40% 38%
30% 24%
20% 18% 20%
10%
0%

Service Transparency Call Clarity Others Total

in Billing
 CHAPTER 5

FINDING AND SUGGESTION :

5.1 FINDINGS:

1. The majority (70 %) of the respondents are male.

2. The majority 50% of the respondents age group is under below 20.
3. The majority 50% of the respondents are Student.
4. The majority (60%) of the respondents are single.
5. The majority (50%) of the respondents are using Airtel below RS 10000.
6. The majority (76%) of the respondents are using Airtel pre-paid network.
7. The majority (42%) of the respondents of buying decision are given by friends.
8. The majority (38%) of the respondents are using Airtel for more than five years.
9. The majority (46%) of the respondents are using Airtel for Clarity.
10. The majority (64%) of the respondents are avail Airtel for internet.
11. The majority (38%) of the respondents are rated Airtel as excellent.
12. The majority (46%) of the respondents are prefer the tariffs plan per minutes.
13. The majority (56%) of the respondents are in aware of the customer care service.\
14. The majority (40%) of the respondents are Excellent for Pre-Recorded.
15. The majority (58%) of the respondents are prefer to easy recharge.
16. The majority (34%) of the respondents are agree for physical recharge available.
17. The majority (54%) of the respondents are prefer for RS 55 as full Talktime offer.
18. The majority (62%) of the respondents are using Airtel as a main contact number.
19. The majority (34%) of the respondents are feel about customer care as Approach is polite
and courteous.
20. The majority (32%) of the respondents are Highly and neutrally Satisfied with the overall
service of Airtel.
21. The majority (32%) of the respondents are Highly and neutrally Satisfied with the overall
service of Airtel.
22. The majority (36%) of the respondents are using other connection for customer are
service.
23. The majority (50%) of the respondent’s opinion is to reach the students.
24. The majority (38%) of the respondents suggest giving improving service.
  Most of the customers are unhappy, as their problems are not being solved immediately.
 Nearly 40 percentage of the customers don’t feel good about the network coverage areas
like Ganapathi Palayam and Pongalur where network coverage is poor.
 Most of the of the churned-out customers are well satisfied with the good network of
Airtel but are not satisfied with the customer service provided in the Airtel showrooms.
 Majority of the customers feel good about Airtel services and it has average rating on the
case of its customer provided in the Airtel showrooms.
 The uneducated people think Airtel is the best Network because the brand name of the
Airtel is influence the small city customers.
 Executives at Airtel lobbies and outlets unable to understand customers.

5.2 SUGGESTION:

 Care should be taken for efficient and timely response to the customer problems.
 Outlet to the back office operations should be fast to solve the customer problems.
 The executives shouldn’t talk on their mobiles while interacting to the customer to the
customer inside the Airtel showroom.
 The executives should be given training on the aspects where they are lacking in (like a
smile to the customer, solving the queries at lease. making feel the customer comfortable,
updating the new Airtel product to all the customers).
5.3 CONCLUSION:

Telecommunication sector is an emerging and ever changing sector; there are many
ups and downs in this industry. This sector has many hiccups and lot of challenges to face.
The telecom sector is an ever changing sector and the service providers need to update
themselves to the upcoming changes. The motto of any telecom service provider is to make
the customer feel happy, because sector is divided into GSM LADLINE and WILL phones.
There are five major players in the GSM revolution. The primary duty of these providers is
to make the customer happy.

Wireless telephone is having wide range of impact. They are moving beyond simple
communication device and fast becoming the smoke-alarm of the 90 s the most
communication conceptual image of the wireless telephone user is that of the business
walking down the start or airport with a phone to his /her ear, making a deal. However, in
reality, wireless phone has become an instrumental part of many.
 BIBLIOGRAPHY

Books and Journals

1. C.R Kothari (2004): Research Methodology Methods & Techniques, New Age
International ‟ Publishers, New Delhi, 2nd Edition.
2. Richard I. Levin, David S. Rubin (2004): „Statistics for Management, Prentice Hall of
India ‟ Private Limited, New Delhi, 7th Edition.
3. Principles of Marketing –Philip Kotler & Kevin keller edition 12
4. Market Research – D.D. Sharma

Web sites:

1. www.wikipedia.com
2. www.Airtelworld.com
3. http://en.wikipedia.org/wiki/Bharti_Airtel
4. http://www.airtel.in/
5. http://managementhelp.org/customer/satisfy.htm
6. http://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home
7. http://www.customersatisfaction.com/
8. http://www.markosweb.com/www/airtel.in/ •
9. http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.htm