DR.

VS KRISHNA GOVERNMENT DEGREE AND PG COLLEGE (A)

(A NAAC REACCREDITED BY GRADE INSTITUTION)
MADDILAPALEM, VISAKHAPATNAM
(2018-2021)

A STUDY ON
“MOBILE NETWORK”

with Reference to
“AIRTEL”

Under the Guidance of

MR.S.ESWARA RAO, M.COM, (M.phil), APSET

Asst. Professor
Submitted to
DEPARTMENT OF COMMERCE

Submitted by

CHIRIKI. MAHESH
Regd. No. E18331034
 ACKNOWLEDGEMENT

I here to take the opportunity to express my sincere gratitude to the following eminent

personalities, without whose aid advice, the successful completion of my project work

would have remained adream.

I would like express my since regratitude to the Principal Dr. Sravan kumar,

M.Sc., Ph.D., for giving permission to do our project work. I deeply obliged the Head of the

Department, Sri. R.RAMARAO, M.com, M.A.(litt), M.phil., B.Ed. Lecturer in commerce.,

my Project Guide MR.R.ESWARAO Asst. Professor, Dr.V.S. Krishna Govt. Degree and

PG(A)College, for his valuable guidance and encouragement through out my project work.

I would like to express my sincere gratitude to the management and staff of

Reliance Jio for giving their permission to do my project work in their organization and

helping our meticulously in all of my project.

 DECLARATION

I, CHIRIKE. MAHESH here by declare that this project reportentitled

“A STUDY ON MOBILE NETWORK” with reference to “AIRTEL ” submitted by us to
DR. VS KRISHNA GOVT. DEGREE & PG COLLEGE (A), Visakhapatnam (affiliated
to ANDHRA UNIVERSITY) in partial fulfillment for the award of the Degree of Bachelor
of Commerce. This is bonafide workd one by us under the guidance of Mr.s. Eswara rao,
Asst. Professor, DR. VS KRISHNA GOVT. DEGREE & PG COLLEGE (A) and has not
been submitted to any other University or Institute publish edearlier.

DATE: CHIRIKI. MAHESH

PLACE: Visakhapatnam (Reg.No:E1831034)

 CERTIFICATE

This is to certify that the project entitled “MOBILENETWORK ” with reference to

RELIENCE JIO, INDIA, a bondfide work by CHIRIKI MAHESH Regd No: E18331034
student of Final Year B.COM, programme in 2018-21 under my guidance and submitted to
the Department of UG studies, DR.V.S.KRISHNA GOVT. DEGREE&PGCOLLEGE(A)
in partial Fulfillment of the requirements for the award of the Bachelor of Commerce.
.

Sri. R. RAMARAO Mr.S.ESWARA RAO

Head of the Department Project Guide
Table of Contents

CHAPTER-1
COMPANY- INTRODUCTION
1.1 INTRODUCTION
1.2 NEED FOR THE STUDY
1.3 OBJECTIVES OF THE STUDY
1.4 METHODOLOGY OF STUDY
1.5 LIMITATIONS

CHAPTER -2
COMPANY – PROFILE

CHAPTER -3
THERORITICAL FRAME WORK

CHAPTER – 4
DATA ANALYSIS AND INTERPRETATION

CHPATER - 5
SUMMARY AND FINDIND
5.1 SUMMARY
5.2 FINDING
5.3 SUGGESTIONS
5.4 CONCLUSION
CHAPTER-1
INTRODUTION
INTRODUCTION

The Indian telecommunications sector is one of the largest and fastest

growing sectors. It also witness one of the fastest market growth rates
globally with a compounded annual growth rate (CAGR) of around 19
percent up to 2006.

Marketing of the service is very difficult compare to the marketing of

product. Because the service is intangible in nature and customer only
feel it but cannot touch it. The quality of services takes a important role
in selling the telephone services. The service quality include good error
free network coverage, handling the customer quarries, attractive
promotion strategies, billing accuracy and easy understanding.

This study is undertaken keeping in mind, the accomplishment of the

various planned goals and objectives that have been set by respective
researcher. Many theories have been formulated and simultaneously
various books have been written on various aspect of assessment of
service quality study. These theories and books have been compiled
keeping in mind various factors that affect the service quality prior to
purchase and after purchase situation. Taking these theories into
consideration business concern has been involved in studying service
quality assessment in a very detailed manner in order to keep a check
on their business.
RESEARCH METHODOLOGY
The data was collected through survey. The information was collected
directly from respondents. The survey was done by personal interview, where
the information was collected directly from respondents in face-to- face
situation. The measurement technique used was a questionnaire.

SAMPE SIZE
The sample chosen contained 100 respondents. This number was
chosen taking into consideration on the time limit and inadequacy of
manpower for the survey. This population is from Yaragatti.

SAMPLING METHOD
The sampling method chosen is non probability in this survey it
was judgmental sampling. As the sampling unit was selected according to
the researcher’s judgment of income.

Primary Data:
Primary data regarding service quality are collected with the
help of questionnaire, through direct contact with the STD and CCB
connection users.
Secondary Data:
Secondary data is the information that already exist somewhere,
which has been collected for another purpose.
OBJECTIVES OF THE STUDY

 To know the customers satisfaction.

 To know the customers behavior and response towards

Airtel Company.

 To find out the factors influencing the customers.

 To know the activities and facilities provided by company to

satisfy customers.

 To study welfare activities of the company.

 To know the expectations of customers while connecting with

Airtel Company.

 To know how branded the Airtel is?

To give remedial measures that can be implemented by Airtel.

SCOPE OF THE STUDY
The scope of the project report is to study the level of satisfaction
of the customers with Airtel GSM. Every company wants the feed back of
their customer about the product, price, service and promotional activities
in order to know the customer attitude towards its product. This study
confirms that the Bharthi Airtel Pvt Ltd has satisfied its customers with
Airtel GSM service.

LIMITATIONS OF STUDY

 The time given was not sufficient as only one person had to
conduct the survey.

 The exact thinking of the respondents cannot be found out.

 Surrogate error could be one of the limitations.

 Findings are made with in the limited Information & views of the
respondents. So a chance of bias information is not totally eliminated
 CHAPTER-2
COMPANY PROFILE
COMPANY PROFILE

Bharti Airtel founded with a modest capital, in the year 1976. It is

India's leading provider of telecommunications services. The company has
27 million customers across India. It is a part of Bharti Enterprises. The
only operator to provide mobile services in all 23 business regions, or
circles, in India, the company also provides telephone services and Internet
access over DSL in 15 circles, complementing its national and international
long distance telephone services with mobile and broadband services.

Sunil Bharti Mittal is the chairman and group managing director of

Bharti Tele-Ventures. He is a graduate of Punjab University and completed
the owner/president management program at Harvard Business School in
1999.

Bharti Airtel provides telecommunication services primarily to

corporate, and small and medium scale enterprises in India. It offers global
system for mobile communication (GSM) services, broadband and telephone
services, national and international long distance services, and enterprise
services. The company's mobile communication services include information
services, short message, and prepaid and post paid services, as well as
wireless application protocol-enabled Internet access and roaming services.
Its telephone services include telephone services, dial-up services, special
phone plus services, unified messaging, and audio conference services; and
broadband services comprise integrated services digital network, leased line,
virtual private networks, and wireless fidelity networks. The company also
offers long-distance voice and data communication services, as well as
enterprise services, such as voice services, mobile services, satellite services,
managed data and Internet services, and managed e-business services.
VISION & PROMISE

By 2010 Airtel will be the most admired brand in India:

 Loved by more customers
 Targeted by top talent
 Benchmarked by more businesses

AirTel service is operated by the Bharti Cellular Limited is part of the biggest
private integrated telecom conglomerate Bharti Enterprises. Bharti provides a
range of telecom services like Cellular, Basic Internet and recently
introduced National Log Distance Bharti. Bharti also manufacturers and
exports telephone terminals and cordless phones. Apart from being largest
manufacturer of telephone instrument in India, it is the first company to
export its products to the USA.

Bharti Tele-Ventures

Bharti Tele-Ventures Limited, a part of Bharti Enterprises, is

India's leading provider of telecommunications services. The
businesses at Bharti Tele-Ventures have been structured into two
main strategic business groups the Mobility Leaders business
group and the Infotel Leaders business group. The Mobility business
group provides GSM mobile services across India in twenty three
telecom circles, while the Infotel business group provides broadband
& telephone services, long distance services and enterprise services.
All these services are provided under the AirTel brand.
Airtel Becomes The First GSM Operator In The Country To
Cross The 10 Million-Customer Milestone One in Every Four
GSM Mobile Users in the Country Is An AirTel Customer. It
celebrates by launching the AirTel mobile service in Bihar, the 21st
telecom circle to be launched. With the mobile service launches
planned for Assam & North East by the end of this fiscal, AirTel
well on course to acquire an All India Footprint. It also the first
Indian GSM operator to join the international club of mobile
companies having 10 million plus customers.

Company History
Bharti Tele-Ventures is one of India’s leading private sector
providers of Tele- communications services with an aggregate of 10.63
million customers as of end of December ’04 consisting of
approximately 9.83 million mobile customers. The company today
offers mobile services in 21 out of 23 circles in India. The company
also provides fixed - line services and Internet access over DSL in
5 circles. The company complements its mobile and fixed-line services
with national and international long distance services. The company
also has a submarine cable landing station at Chennai, which connects
the submarine cable connecting Chennai and Singapore. The company
provides reliable end-to-end data and enterprise services to the
corporate customers by leveraging its nationwide fiber optic backbone,
last mile connectivity in fixed-line and mobile circles.
 Sunil Bharti Mittal, Chairman & Managing Director, Bharti Enterprises gets
'The Best Asian Telecom CEO' award. Bharti Tele-Ventures is Asia's 'Best
GSM Carrier'.

BHARTI TAKES TOP HONOURS AT TELECOM ASIA AWARDS ‘2005 

Bharti is the only Indian telecom to figure in this year ’s Telecom

Asia Awards. Awards decided on the financial, marketing and
technological prowess of the telecoms   Telecom Asia Awards 2005 -
one of the most prestigious awards in the telecom sector and
Recognized as a ‘Asian Telecom Powerhouse.’ 

Bharti Tele-Ventures has also been adjudged the ‘Best GSM Carrier’ in Asia.
It also won the ‘Best Indian Carrier’  awards.  Eight carriers from seven
different markets around the region were presented with their trophies at a
glittering ceremony at the Intercontinental Resort.
Bharti cellular limited is a part of the mobile services of Bharti Tele
Venture and it is the leading private sector provider of the
telecommunication services in Karnataka covering 280 towns and
would soon be present in 355 towns. Mobile services constitute the
largest portion of Bharti’s business both in terms of total revenues
and total customers. The company is also engaged in fixed-line, long
distance, group data and enterprise services. Indian cellular industry
and redefined the business through marketing innovations, introduction
of new generation value-added services and the highest standard of
customer delivery. Today, Airtel offers its customers choice and
superior value for money with a range of innovative value-added
services backed by excellent customer service. Airtel Karnataka has
been Ranked BEST Cellular Service Provider in the country & is also
the first operator to be bestowed the ISO certification for quality
standards.

Business Divisions-

The enterprise services group includes units for both long-distance

carriers and for corporate clients. Bharti Airtel has nearly 29 million

total customers -- approximately more than 27 million GSM mobile

and 1.6 million fixed-line customers.

The company was founded as Bharti Tele-Ventures in 1995 and changed
its name in early 2006 to Bharti Airtel Limited. It is a unit of Indian
conglomerate Bharti Enterprises) Sunil Bharti Mittal (Chairman and
Group Managing Director).

This highly innovative company created telecom history when it

farmed out its network experts Nokia and Ericsson, and set a

trend in the global cellular industry. Last year, Vodafone gave the

company a vote of confidence by acquiring 10% mostly from early

Bharti investor Warburg Pincus. This year, Bharti will offer its second

overseas services after the Seychelles. It acquired a license for tax

haven Jersey, in the Channel Islands, and is looking formect also plans

to spend $2 billion this year to double the size of its network and

cover 50% of India's population, up from 40% currently. )

Bharti Airtel offers GSM mobile services in all the 23-telecom circles
of India and is the largest mobile service provider in the country, based
on the number of customers.
The group offers high speed broadband internet with a best in class

network. With Landline services in 94 cities we help you stay in touch

with your friends & family and the world. Get world class

entertainment with Indias best direct to home (DTH) service digital

TV in more than 150 cities.

Enterprise Services provides a broad portfolio of services to large

Enterprise This division comprises of the Carrier and Corporate
business unit .Enterprise Services is regarded as the trusted
communications partner to India's leading organizations, helping them
to meet the challenges of growth.

Discover the magical experience of digital entertainment with Airtel.

From DVD quality picture and sound, the best and widest variety of

channels and programmes to the best on-demand content on Airtel

Live, your TV viewing experience change forever with digital TV

from Airtel!
PARTNER POLICY

Airtel would strive to conduct its business in a manner that reflects

its vision and brand essence. As the sourcing base expands, Airtel
will only do business with partners who are committed to a long term
relationship focusing on mutual growth and trust. All Partners are
responsible sure that Airtel's vision and brand essence is adhered to
when subcontracting any portion of their obligations. Partners are
individually responsible for ensuring that their employees understand
Airtel's vision and brand essence.

Regulatory Compliance

All Partners of Airtel must operate within the bounds of all applicable
laws. They must also adhere to the governing standards of the country
and international countries in which they conduct business. If at any
time a Partner ceases to meet any statutory and/or other requirement
of the country in which they are doing business, Airtel reserves the
right to immediately cancel all its outstanding orders with that Partner
as well as terminate its agreement with the Partner.
Corporate Citizenship 

Airtel believes in Corporate Citizenship. Airtel is committed to

protecting the environment wherever it does business. As a responsible
corporate citizen we will favor those Partners who share our commitment
to the community and the environment, as well as those who conform to
all local requirements regarding environmental codes and guidelines.

All potential partners are required to undergo the registration process

to be considered for  business with Airtel. On successful completion,
the partner would be added to Airtel's is a registration code would be
provided. Only registered partners would be considered for new
business opportunities. The registration code would be rendered inactive
for partners not meeting the requirements of the registration process.
Once deactivated, partners would be required to go through the
registration process again.

Number of Partners and Business Share 

All partners working with Airtel would have a unique partner code and
would be applicable for all their business units globally. Airtel would
have a maximum of 6 to 8 partners registered for any product or service.
RFP would be released to registered partners only.
Airtel at any point of time would release a contract to a maximum of 3
partners for a product with a business share split of 60% 30% and 10%.

Incase 2 partners are contracted; the business share split would be 67%
and 33%. Business share would be primarily based on  performance
score card. Airtel would provide higher business share for partners who
help it to improve its technology, competitiveness and customer delight.
In case where all criteria are similar the decision would be based on the
partner's dependence on Airtel. Any deviation would be approved at a
level higher as per DOA. Single partner for a product or service would
be approved through a specific DOA.

Reciprocity

Airtel's goal is to buy products and services which have the

best prices, quality, delivery, and technology. Airtel
encourages partners to use its products for their telecom
requirements and would prefer partners endorsing Bharti Airtel
products where all criteria requirements are being met.
 CHAPTER-3
THERORITICAL FRAMEWORK
EARLY HISTORY OF BRAND AIRTEL :
Sunil BhartiMittal was the founder of Airtel Bharti group came into existence
in the year 1983. Mittal and Siemens agreed to manufacture push button
phones for Indian market. In 1986 Bharti Telecom Limited came into
existence(BTL). Bharti tele ventures. Was formed on 7 th of July, 1995 as a
limited liability company as per the companies act. And received its
certificate to commence business on 8 th January 1996. Let’s have a look on
the year by year history and evolution over time.

EVOLUTION OVER TIME

In the year 1995 “Airtel” was first launched in Delhi. In the year 1996 Airtel
started its operation in Himachal Pradesh and STET Netherlands acquired 20
percent equity interest in Bhartitele ventures. in 1997 Bharti Airtel and
British telecom formed a 51percent and 49 percent joint venture to offer v
sat service and British telecom acquired 21.05 percent in Airtel .In 1998 first
fixed line services was started in Indore Madhya Pradesh breaking the
monopoly of BSNL and British telecom and Airtel entered into a joint venture
in theyear to provide internet services.
In the year 1999 Warbugpincus acquired 19.05 percent share of equity
interest in bhartitele ventures and bharti tele ventures acquired an effective
32.36 percent in bharti mobile formerly known as JT mobile the service pro
vider in Karnataka . Another development was New York life insurance fund
acquired 3 percent equity interest in bharti. In 2000 bhartiteleventures
acquired an impressive 40.5 percent in Skycell communication which was the
service provider in Chennai and it was named has Bhartimobinet. Bhartitele
ventures acquired 30.2 percent of telecom italia in bhartitelenet and 18.8
percent from Bharti telecom,therefore Bharti Telenet became a 100 percent
subsidiary of bhartitele ventures. Singtel Singapore acquired STET 15.3
percent equity interest in Bhartitele ventures. The hold of Bhartitele
ventures increased by74 percent in Bharti mobile.

In 2001 Bhartitele ventures bought New York life insurance funds With 3
percent interest in Bharticelluar. There was a joint venture between sing tel
Singapore and telesonic of Bharti to make a submarine cable landing station in
Chennai. Bharti cellular acquired 100 percent equity interest of spice cell in
Kolkata. Bharti cellular became 100 percent subsidiary of Bhartitele ventures as
the the latter acquired 44 percent equity interest from British telecom. The
ownership of equity interest of Bhartiteleventures grew to 89.5 percent which
increased to 95.3 percent by issue of shares. Bharti cellular made agreemen ts
to enter 8 new circles to offer telecom services whereas Bhartitelenet did
agreement to offer land line services to Haryana, Tamil Nadu, Delhi and
Karnataka.
Analysis of product and generic competition to the brand.

Bharti Airtel is the world’s third largest mobile service provider by

subscribers after China Mobile and Vodafone with over 270 million global
customers. It is also India’s biggest wireless telecom operator both by
subscribers and revenue. Those numbers came in at 193.5
million and Rs. 113 billion ($1.8 billion) respectively after the end of latest
quarter. Again, these figures are just for Airtel’s mobile services in India. The
telco also provides mobile telephony services in 20 other Asian and African
countries. Given the challenging (but improving) telecom sector sentiment in
India, it is worthwhile to discuss a Strengths, Weaknesses, Opportunities, and
Threats (SWOT) analysis for the company.
Strengths

 Biggest mobile service provider in world’s second largest telecom

market Mobile phone subscriptions now follow the normal population
trends around the world. With about 870 million wireless
subscriptions, India ranks second after China in the wireless market.
Airtel has a 22.2% share of that market.

 Well established nationwide infrastructure Airtel has been in the

market for 18+ years and thus has towers and backhaul all over the
country. This is a major advantage. Deployment of new technologies or
increasing capacity at times requires software and minimal hardware
upgrade.
  High brand equity Airtel is among India’s most visible brands
omnipresent in most parts of the nation through television, print and
various other forms of advertising. Celebrity endorsements and
innovative advertising that understand the pulse of market are some
of the assets of the Airtel brand.

Weaknesses

 High competition in the telecom market Airtel, like all other service

providers in India, has been adversely affected by the extreme price

competition. Although the average voice call rates have gone up recently,
they were as low as Rs.0.6/min. (1 cent/min.) a few years ago. The story is
similar with data and 3G tariffs. As a result, the company has
been reporting declining profits for many years. ARPU had been decreasing
too although it is showing signs of bottoming out now.

 Debt and finances According to their latest quarterly report, Airtel is

burdened by $9.7 billion in net debt, which is a lot of money when

converted to rupees. How can Airtel repay this debt is the question?
Possibilities include stake and equity sale or spike in revenue. Depreciating
rupee is also an issue since it results in foreign exchange losses and increases
the financing cost.

 Africa acquisitions and operations Airtel acquired Zain’s Africa business

for $billion 9 in 2010. Since then, it has struggled to turn around those
operations reporting repeated losses from the continent. While the Africa
operation has widened the companies’ geography, it continues to be a drag
on its balance sheet.
 Late adoption of 3G and advanced wireless technologies Due to

various regulatory uncertainties and delayed spectrum auctions, India

and Airtel were late to the 3G party. 3G services were launched by
Airtel only in early 2011. The data tariffs were high, speeds were
unsatisfactory and customer acceptance of 3G was slow.
Company uses second and third degree distribution network.

Second degree distribution network

Company makes invoice of SIMs, PEFs, GSM Pay Phones, RCVs of
various denominations chiefly Rs.10, Rs 30 and Rs. 60 to only Urban
Distributors and Rural Super Distributors. Easy balance is also transferred to
only Urban Distributors (UDs) and Rural Supers (RS). Urban distributors
distribute the above items to retailers according to the demand and transfer
easy balance to retailer through FOS (Field Officer Sales) SIM. Therefore, this
setup of distribution is Second Degree and it is more suitable for catering to
the need of urban areas.

Third degree distribution network

RS distributes the above items to Rural Distributors commonly
known as RDs and transfers easy balance into Rural Distributors SIM. Rural
Distributor then distribute the above items among the retailer according to
the demand of it and transfer easy balance to retailer through FOS (Field
Officer Sales SIM from easy balance of Distributor SIM. This three level
distribution is used to reach to sub urban and rural areas.
CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION
DATA ANALYSIS AND INTERPRETATION
The analysis of the questionnaire was done taking into
consideration the objectives.

The popular company is descriptive form and the reasons are stated
giving the number of respondents favoring the company in percentage
form.

The popular Airtel service is given in percentage form which the

opinion of people is given in descriptive form.

TABLE NO:-1
Duration No. of Percentage
Customers
1-6months 32 32

6months-1yr 26 26

1-2yrs 22 22

2-3yrs 12 12

3-5yrs 6 6

5-8yrs 2 2
 35

30

25

20

15

10

5
0
1-6 6 1-2 2-3 3-5 5-8
m m year year year year

CONCLUSION:-

It is found that most of the users are using Airtel from last 3yrs.
From the data it is clear that current market of Airtel has grown up vastly.
Because Airtel provides good services and attractive tariff plans.
TABLE NO:-2

DIVERT OF DEMAND FROM OTHER COMPANY

TO AIRTEL

From Vodafone to Airtel 11

From Reliance to Airtel 9

From BSNL to Airtel 7

 GRAPH NO:-2

12

10

6
No. of Customers
4

0
Vodafone Reliance BSNL

CONCLUSION:-

It is found that 27% of the customers have newly got connected to

Airtel and 73% are using from long years. In that 27% of customers mostly
are diverted from Vodafone, followed by Reliance and then at last by BSNL.
 TABLE NO:-3

USAGE OF OTHER SIM

Being an Airtel customer, some of them even use other company sim.
The details are as follows:

No. of customers Percentage

Only Airtel users 76 76
Airtel users using even 24 24
other sim

Among these, Airtel users using even other sim are:

SIM No. of customers Percentage

BSNL 6 25
Vodafone 10 41.66
Reliance 8 33.34
 GRAPH NO:-3

10
9
8
7
6
5
No.of Customers
4
3
2
1
0
BSNL VODAFONE RELIANCE

CONCLUSION:-
It is found that 41.66% of the users are using Vodafone, followed by 33.34%
users are using Reliance and then 25% users are using BSNL, along with Airtel
 .

TABLE NO:-4

REASONS FOR BUYING AIRTEL SIMCARD

Reasons Customers’ Percentage

opinion
Network/coverage 58 58

Attractive tariff/plans 20 20

Others 22 22
GRAPH NO:-4

60

50

40

30
No.of Customers
20

10

0
Network Plans Others

CONCLUSION:-

By the above chart we can interpret that network/coverage is the

main influence factor for customers to accept Airtel service.
TABLE NO:-5

PERFORMANCE OF AIRTEL SIM

Criteria No. of customers Percentage

Delighted 24 24

Highly satisfied 34 34

Satisfied 42 42
GRAPH NO:-5

Delighted
Highly Delighted
Satisfied

CONCLUSION:-

From the above diagram it is clear that 100% customers show the
satisfaction towards Airtel.
TABLE NO:-6

LEVEL OF SATISFACTION REGARDING FACILITIES

Facilities Good Bad

Calls incoming 100 00

Calls outgoing 66 34

SMS 33 77

MMS 42 58
GRAPH NO:-6

100
90
80
70
60
50
Good
40
30 Bad
20
10
0
Calls Calls SMS MMS
Incoming Outgoing

CONCLUSION:-
It is found that 100% of customers are satisfied with incoming calls,
because of excellent network coverage. But, as per outgoing calls 34% of
them are unsatisfied and the response was only one, which is high cost. 33%
of customers agree that SMS facility is good, 5% of them believe that the
rate of 10ps/SMS is makes them unsatisfied. Finally, 42% of the customers
are satisfied with the MMS.
TABLE NO:-7

MODE OF COMMUNICATION

Mode of communication No. of customers Percentage

By sending SMS 46 46

Postal facilities 12 12

Call up 33 33

Internet 9 9
GRAPH NO:-7

50
45
40
35
30
25
20
15 No.of Customers
10
5
0
By Postal Call Up Internet
Sending Facilities
SMS

CONCLUSION:-

By the above chart it clear that Airtel keeps their customers in touch
maximum through sending SMS i.e. 46% then is by call up at 33% and then
through postal facility 12% and then through internet is 9% customers
strongly believe in Airtel.
TABLE NO:-8

CUSTOMERS PERCEPTION TOWARDS AIRTEL SERVICE

AND ITS WELFARE ACTIVITIES

Perception No. of Percentage

customers
Proud 92 92

Not proud 8 8
GRAPH NO:-8

Proud
Not Proud

CONCLUSION:-

It’s noticed that most of the customers of Bharti Airtel are proud about
their choice of Airtel. 92% of the customers are proud & rest of them doesn’t
feel that proud.
TABLE NO:-9

RANK 1 GIVEN BY THE CUSTOMERS

Companies No. of customers Percentag

e
Airtel 63 63

BSNL 17 17

Vodafone 12 12

Reliance 8 8
GRAPH NO:-9

70

60

50

40

30 No.of Customers

20

10

0
Airtel BSNL Vodafone Reliance

CONCLUSION:-

From the data collected it is clear that the final rankings are

Rank 1 Airtel

Rank 2 BSNL

Rank 3 Vodafone

Rank 4 Reliance
TABLE NO:-10

OVERALL SATISFACTION OF CUSTOMERS

Satisfaction No. of Percentage

Level Customers

Highly satisfied 53 53

Satisfied 27 27

Just satisfied 20 20
GRAPH NO:-10

60

50

40

30
No.of Customers
20

10

0
Highly Satisfied Just Satisfied
Satisfied
TABLE NO:11

The Table shows Airtel executives time taken to clear queries of respondent.

Sr. No. Responses No. of Respondents Percentage

1 Immediate 164 82%

2 About a week 28 14%

3 Not Clarified 8 04%

Total 200 100%

4%
14%

82%

ImmediateAbout a week Not Clarified

CONCLUSION
Out of 200 respondents, 82% of the respondents are very happy So
that their problems get resolved immediately, 14%
respondents’ service problems were resolved within a week and 4%
problems of subscriber’s problems are not yet resolved.
 CHAPTER-5
SUMMAR AND FINDING
SUMMARY

The present Indian telephone sector involves very high competition

between the national players including government and private
players. Because of the tough competition between the service
providers the quality of the service also gradually increases and client
shifting from the one service to other services is also very high. In
India the government sector BSNL is the market leader in this sector
and it has the large network. But now private player like Airtel,
Reliance Infocom, Tata Indicom etc are trying to capture the market
from BSNL because of their low cost and good service quality. To
keep up while maintaining their service standards successful players
must constantly evaluate the service they offer.

.
 FINDINGS

1. Customers feel that Airtel is a royal SIM and a genuine product

hence worth buying. The second reason is the quick service
helpline and which are open for 24hours/day. Then thirdly, air is
providing attractive tariff plans.

2. 27% of the customers have newly got connected to Airtel and 73%
are using air from long ago.

3. Out of the total customers using Airtel 20% of them believe it to be

good, 27% as better and 53% as best.

4. As per facilities is concerned, calls incoming-100% customers are

satisfied, calls outgoing-66% are satisfied, for SMS 23% are
satisfied and 42% are satisfied with MMS.

5. 12% customers strongly believe that they are communicated

through postal services, 9% customers believe as internet, 46%
customers by sending SMS and then 33% through call up.

6. In response to the perception towards Airtel 92% customers are

proud, 8% are not proud.
SUGGESTION TO BHARTI AIRTEL LTD.

1. The recharge rate to pre paid is very high as compared to other

companies i.e. the rent is deducted to a high extent so, it must be

reduced.

2. Most of the customers found that the call rate is very high and must

be reduced.

3. Increase discounts and extend time limit.

4. Needs to provide immediate response regarding easy recharge on

prepaid connection.

5. In the application form before the SIM is provided, it must have

working hours to be mentioned between which the call ups must not

be done by Airtel to the specified customer.

CONCLUSION

Bharti Airtel provides telecommunication services primarily to

corporate, and small and medium scale enterprises in India. It offers global
system for mobile communication (GSM) services, broadband and telephone
services, national and international long distance services, and enterprise
services. Airtel has best network and coverage compared to other
companies. Most of the people have ranked top to this company. The service
provided by Airtel is satisfactory.
REFERENCES
1. http://en.wikipedia.org/wiki/Bharti_Airtel
2. http://www.slideshare.net/muskan19/airtel brand analysis
3. http://www.airtel.in/
4. http://www.slideshare.net/dpdas3/bhartiairtel
5.SCRIBD.COM
6.WWW. AIRTEL.IN
7.http://www.authorstream.com
8.http://www.moneycontrol.com/competition/bhartiairtel/comparison/BA08
9.http://wirelesstelecom.wordpress.com/2013/11/11/swotanalysis of
indiaslargestmobiletelecomoperatorbhartiairtel/
10.http://www.ukessays.com/essays/marketing/history about the generic
strategies marketingessay.php
11. http://www.themediaant.com/airteladvertising
12. http://mythbhagat.blogspot.in/2009/04/successful sales and distribution.html
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