SUMMER INTERNSHIP REPORT

Conducted at

BHARTI AIRTEL LTD.

ON

“STUDY OF CUSTOMER SATISFACTION TOWARDS BHARTI AIRTEL

LTD”
Submitted to
Maharishi Dayanand University,Rohtak
In the partial fulfilment of the requirements for the award of degree of Bachelor
of Business Administration

Session (2018-21)
Submitted by
Yash
202501

HINDU COLLEGE ,SONIPAT 131001

DECLARATION :

I Yash declare that the project entitled “CUSTOMER SATISFACTION

TOWARDS BHARATI AIRTEL LIMITED” is my original Efforts & it has not been
submitted to any organization or university other Than the institution for any purpose whatever.
This project has been compiled For fulfilling the partial requirement for the awarded of Under
Graduate of Commerce under M.D. University. The empirical Finding in this report are based on
the information collected by me. Neither the same nor the Similar report has been submitted to
any other organization.

YASH
 ACKNOWLEDGEMENT

I am extremely thankful to DR.YOGITA GIRDHAR MAM , for his kind Consent to supervise
my work. The completion of my practical work Study and preparation of this report would not
have been possible Without his guidance and timely advice. I pay my thanks to him for Giving
me his valuable time even at odd hours and going through the Manuscript I am also thankful to
our member of BBA (BECHOLER OF BUSINESS ADMINISTRATION) department for their
help and suggestion at Different stages of study. A work is never a work of an individual. So a
sense of gratitude To the intelligence and co-operation of all people who have so easily Let me
understand what I needed for time to time for completion of the exclusive project. I am also
thankful to all the student who positively responded to My questionnaire without whose co-
operation, this dissertation couldn’t have been complotted.

Executive summary
Airtel is the most valuable Company in India and other countries also. As an emerging company
Airtel is doing Extremely well. After the launch of Airtel in India, the competition has become
more Strengthen among the telecom operators. Each of them is fighting to boost up its market
share By offering new promotion and benefits to the customers. Since, all of the operators are
Offering almost same categories of products it has become a big challenge to retain the Existing
subscribers and acquisition of new customers. At this moment Airtel is trying to Reach the
customers with various promotional activities and is attempting to make their brand Presence
felt. Through their significant advances in India, Airtel is moving ahead on The track to achieve
their goals.

As a student BBA program, I got the opportunity to complete my internship program in such A
multinational telecom company. The internship program is the partial requirement of my BBA
program and the duration of the internship session was 1 months. I worked in the Central
communication domain of Service Experience of Airtel India (HR). The report has Been
prepared in assign with my job responsibilities and experiences at Airtel. I have Conducted a
research survey among Airtel prepaid among the prepaid customers. After that I Have designed
the research in a descriptive way and collected data are analysed Quantitatively. The research
findings show that there are several factors that make the Customers dissatistied regarding Airtel.
Poor network quality, excessively messaging Communication from Airtel, poor call quality and
bad internet service etc. Are the areas for Customer dissatistaction. On the other hand, the
customers are satisfied for the price of new Prepaid connection, availability of the prepaid
recharge cards/Ezee load, tariffs of the prepaid Packages, lives enriching value added service,
and for customer supports after sales. However, the overall analysis describes that the most of
the airtel prepaid subscribers are Moderate subscribers. At the end of the project, some
recommendations are given to help the Airtel management so that they can deploy appropriate
decisions to reduce the customer Dissatisfaction.
 CONTENTS

CHAPTER - 1

1. COMPANY PROFILE
1.1 INTRODUCTION
1.2 HISTORY
1.3 STRATEGY
1.4 AWARD AND RECOGNITION
1.5 VISION AND TAGLINES
1.6 MISSION
1.7 SWOT ANALYSIS

CHAPTER - 2

2. CUSTOMER SATISFACTION : AN OVERVIEW

2.1 MEANING OF CUSTOMER SATISFACTION
2.2 CONCEPT OF CUSTOMER SATISFACTION
2.3 LEVEL OF CUSTOMER SATISFACTION
2.4 FACTOR AFFECTING CUSTOMER SATISFACTION
2.5 MEASURING CUSTOMER SATISFACTION
2.6 METHOD OF MEASURING CUSTOER SATISFACTION

CHAPTER - 3

3. INTRODUCTION
3.1 OBJECTIVE OF THE STUDY
3.2 SCOPE OF THE STUDY
3.3 RESEARCH METHODOLOGY
3.4 LIMITATION OF THE STUDY
3.5 ORGANISATION OF THE STUDY

CHAPTER - 4
4. DATA ANALYSIS AND INTERPRETATION

CHAPTER - 5

5. FINDINGS , SUGGESTIONS AND CONCLUSION

5.1 FINDIND
5.2 SUGGESTIONS
5.3 CUNCLUSION

 BIBLOGRAPHY
 MAGAZINE
 WEBSITE
 ANNEXURE
 QUESTIONNAIRE
 LIST OF RESPONDENT
 CHAPTER - 1
COMPANY PROFILE
1.1 INTRODUCTION
Airtel

THE SMARTPHONE NETWORK

India’s largest telecom company. The 430+ million strong and growing airtel Family is built on
strong values and code of ethics. Airtel is a name that connects India With millions of people all
over the world with millions of people in India. Today, This telecom giant is amongst the most
trusted telecommunication brands in the World.

Bharti Airtel Limited founded by Sunil Bharti Mittal on July 7, 1995. Bharti Airtel is an Indian
global telecommunications services company based in New Delhi, India. It operates in 17
countries across South Asia and Africa. Airtel provides GSM,3G and 4G LTE mobile services,
and also 5G coming soon fixed line broadband and voice services depending Upon the country
of operation. It is the largest mobile network operator in India and the Second largest in the
world with 438.04 million subscribers as on September 2020. Airtel Was named India’s most
valuable brand.

Founder
Sunil Bharti Mittal is an Indian entrepreneur, philanthropist and founder &Chairman of bharti
enterprise, which has diversified interests in telecom, insurance, Real estate, malls, hospitality,
agri and food besides other ventures. Bharti Airtel, the Group’s flagship company is the world’s
third largest and India’s largest telecom Company with operations in 18 countries across Asia
and Africa with a customer base of over 350 million Bharti Airtel clocked revenues of over USD
25.65 billions.
in FY 2019. He is listed as the 8 th Richest person in India by Forbes with a Net worth of $7
Billion.

IN 2007, he was awarded the Padma Bhushan, India’s third highest civilian honour. On ,June 15,
2016, he was elected as Chairman of the International Chamber of Commerce.

This company is the brainchild of Sunil Mittal, who has worked hard for his Company from
when he assembled landline phones to his purchase of a cellular Network in India when it was
just a fledgling concept, to making it a household Name within a span of a mere 20 years

The company went through some amazing strategic planning. The goal was always Larger than
life. Sunil Bharti Mittal rebranded all of his mobile telecom ventures Under a single brand named
Airtel in 2003. The company has grown to be India’s Largest mobile operator, with consistent
hard work and everyday innovation.

Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification. It also acts
as a carrier for national and international long distance Communication services. The company
has a submarine cable landing station At Chennai, with a connection to Singapore. With a market
share of 24.7% in the Indian Telephony market. Airtel was named India’s second most valuable
brand in the first ever Brands ranking by Millward Brown and WPP ple.
1.2 HISTORY
In 1984, Sunil Mittal started assembling push-button phones in India, which he earlier Used to
import from a Taiwan company, Kington, replacing the old fashioned, Bulky rotary phones that
were in use in the country then. Bharti Telecom Limited (BTL)Was incorporated and entered
into a technical tie up with Siemens AG of Germany for Manufacture of electronic push button
phones. By the early 1990s, Bharti was making Fax machines, cordless phones and other telecom
gear. He named his first push-button Phones as ‘Mitbrau.

In 1992, he successfully bid for one of the four mobile phone network licences auctioned In
India. One of the conditions for the Delhi cellular license was that the bidder have Some
experience as a telecom operator. So, Mittal clinched a deal with the French Telecom group
Vivendi. He was one of the first Indian entrepreneurs to identify the Mobile telecom business as
a major growth area. His plans were finally approved by the Government in 1994 and he
launched services in Delhi in 1995, when Bharti Cellular Limited (BCL) was formed to offer
cellular services under the brand name Airtel. Within a few years Bharti became the first telecom
company to cross the 2-millionMobile subscriber mark. Bharti also brought down the STD/ISD
cellular rates in India under brand name India one’.

In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular Operations to
Karnataka and Andhra Pradesh. In 2000,Bharti acquired control of Sky cell Communications, in
Chennai. In 2001, the company acquired control of Spice Cell in Calcutta.
Bharti Enterprises went public in 2002, and the company was listed on Bombay Stock Exchange
and National Stock Exchange of India. In 2003, the cellular

Phone operations were re-branded under the single Airtel brand. In 2004, BhartiAcquired
control of Hexacom and entered Rajasthan.

In 2005, Bharti extended its network to Andaman and Nicobar. This expansion allow edit to
offer voice services all across India.

Airtel launched “Hello Tunes”, a Caller ring back tone service (CRBT), in July 2004 Becoming
to the first operator in India to do so. The Airtel theme song, composed byA.R. Rahman, was the
most popular tune on that year.

In May 2008, it emerged that Airtel was exploring the possibility of buying the MTNGroup. A
South Africa-based telecommunications company with coverage in 21Countries in Africa and
the Middle East. The Financial Times reported that Bharti was Considering offering USS45
billion for a 100% stake in MTN, which would be the Largest overseas acquisition ever by an
Indian firm. However, both sides emphasise the Tentative nature of the talks, while The
Economist magazine

Bharti Airtel Limited is commonly known as Airtel. It is an Indian telecommunications

company that operates in 20 countries across South Asia, Africa and the Channel Islands.
It operates a GSM network in all countries, providing 2G, 3G and 4G services depending
upon the country of operation. Airtel is the third largest telecom operator in the world
with over 243.336 million customers across 20 countries as of March 2012.

It is the largest cellular service provider in India, with over 182+ million subscribers at
the end of March 2012. Airtel is the third largest in-country

Airtel is the largest provider of mobile telephony and second largest provider of fixed
telephony in India, and is also a provider of broadband and subscription television
services. It offers its telecom services under the airtel brand, and is headed by Sunil
Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve Cisco
Gold Certification. It also acts as a carrier for national and international long distance
communication services. The company has a submarine cable landing station at Chennai,
which connects the submarine cable connecting Chennai and Singapore.

Airtel is known for being the first mobile phone company in the world to outsource all
of its business operations except marketing, sales and finance.

Companies agreed To discuss the potential transaction exclusively by 31 July 2009. Talks
eventually ended Without agreement, some sources stating that this was due to opposition from
the South African government.

In 2010-11 Bharti negotiated for its strategic partner Alcatel-Lucent to manage the Network
infrastructure for the fixed line business. Later, Bharti Airtel awarded the three-Year contract to
Alcatel-Lucent for setting up an Internet Protocol access network Across the country. This would
help consumers access internet at faster speed and high-quality internet browsing on mobile
handsets.

Adopt new scheme and facilities for Airtel user

In 2012 Airtel launched its first international mobile network in Sri Lanka. In June2010, Bharti
acquired the African business of Zain Telecom for $10.7 billion making It the largest ever
acquisition by an Indian telecom firm.

In 2013,Bharti tied up With Wal-Mart, the US retail giant, to start a number of retail stores
across India.

In2014, Bharti planned to acquire Loop Mobile for R7 billion (US$100 million), but the Deal
was called off later. Bharti Airtel Limited (“’Airtel”), the world’s third largest mobile operator
with Operations in 20 countries across Asia and Africa, today said that its Treasury division Has
been adjudged as a highly commended winner of the Top Treasury Team (Asia)Awards at the
Adam Smith Asia Awards 2015-16.
1.3 STRATEGY

1. OBJECTIVES : Grow market share profitably. Accelerate non-mobile businesses.

2. VALUES : Alive. Inclusive. Respectful.

1. Win through go to market excellence

 Grow share of new smart phone and 4G device
 Accelerate data penitration via intuitive pricing and innovative
 Build India’s no 1 payment bank through a frugal and digital model
2. Win with a brilliant network experience
 Eliminate customer frustration through quality obsession
 Improve customer advocacy through granular planning and Communication
 Drive down unit cost per MB through leveraging multiple Technologies
3. Win with valuable customers
 Grow 3G/4G data by encouraging consumption, bundling and Up gradation
 Grow post-paid through propositions, store experience and B2B Drive
 Accelerate B2B through improved experience
 Scale homes through high-speed broadband, low-cost access And bundling
 Win DTH through disproportionate share of digitization and Innovation
4. Win with a war on waste
 Drive down cost
 Lower costs and maximise sharing
 Cut waste by network re-design
5. Win with people
 High-performance culture
 Grow talent through strong learning, mentoring and succession Planning.
1.4 AWARDS AND RECOGNITIONS
FOR THE YEAR 2017-18

 Bharti Airtel ranked amongst top 100 firms in The World’s Most Innovative Companies’
(2017) by Forbes.
 Bharti Airtel awarded the ‘Best Risk Management Practice Award’ in the Telecom
Category at India Risk Management Awards’ (2017).
 Bharti Airtel ranked second in Business World’s “Most Respected Companies in India
survey (2017).
 Bharti airtel ranked second in the annual Brandz Top 50 Most Valued Indian Brands
2017’ report. According to the study, Company’s brand was valued at USS10.2 billions.
 Bharti Airtel named ‘Aon Best Employer in the “Aon Best Employers India 2017
 Programme’ at the ‘Aon Best Employers India 2017 Learning Conference and Awards’.
 Bharti Airtel bagged the ‘Asia’s Best Treasury and Finance Strategies, 2016’ award
Under the “Best Hedging Strategy category at the ‘Corporate Treasurer Awards2016.
 Bharti Airtel won two awards in the categories of “Broadband Product and “Marketing
Campaign at the Economic Times Telecom Awards 2017.Bharti Airtel ranked second in
‘2017 Brand Finance India 100’ an annual report on The most valuable Indian brands.
According to the report, the Company’s brand was Valued at USS 7,722 millions.
 Bharti Airtel won in the “Best Emerging Market Initiative category at the 7 th Asia
Communication Awards (2017) held in Singapore.
 Bharti Airtel won the Golden Peacock Award for Corporate Sustainability’ for the Year
2017 at the ‘Golden Peacock Awards Nite’ in London (UK).
 Bharti Airtel won in the ‘Best Wholesale Carrier (Global)’ category at the Carriers World
Awards 2017 held in London, UK.
 Bharti Airtel’s Internet TV won the ‘Tech Peripheral of the Year’ award at the
‘NEXANDTV Gadget Guru Awards’ 2018.
  Bharti Airtel Lanka awarded in the categories of ‘Best Employer Brand’, ‘Best HR
Strategy’ and ‘Best HR Strategy in line with Business’ at the “Sri Lanka Best Employer
Brand Award 2018”.
 Airtel Nigeria bagged the ‘Most Outstanding Customer-Centric Telecoms Brand of The
Year award at the Marketing Edge’s ‘National Marketing Stakeholders Summit And
Brands & Advertising Excellence Award’ (2018).
 Airtel Nigeria adjudged the Company with best recruitment strategy by HR People
Magazine

AWARDS AND RECOGNITIONS

FOR THIS YEAR 2019

 Bharti Airtel Launched Airtel Xstream, a converged digital entertainment application for
mobile users, along with India first Android based set-top box and OTT smart stick
 Bharti Airtel became first operator to launch 4G in 26 villages located in tough terrains of
upper LadakhIn an industry first initiative, Airtel launched voice over Wi-Fi service that
leverages innovative technology to enhance indoor voice calling experiences
 Bharti Airtel 1 Gbps ‘Airtel Xstream Fiber’ with unlimited ultra-fast broadband
 Bharti Airtel Wynk Music became #1 music streaming app in India in terms of Daily
Active Users based on App Annie Data
 Bharti Airtel Became the first operator to launch 4G services in the Andaman and
Nicobar islands.
 Bharti Airtel's music streaming app Wynk Music was rated as the 'Most Entertaining app
of 2018' on Google Play Store.
 Bharti Airtel Deployed LTE 900 technology in 10 Circles to offer significantly better
indoor 4G coverage.
 Bharti Airtel Launched converged digital entertainment play: Airtel Xstream, which
offers a range of connected devices, applications and services.
 Bharti Airtel Launched ‘Wynk Tube’ as an extension of Wynk Music to allow users to
stream audio and video of popular tracks.
 Bharti AirtelBecame first mobile operator to introduce Voice over Wi-Fi in India.
  Bharti Airtel Launched ultrafast broadband offering - Airtel Xstream Fiber with 1 Gbps
speed.
 Bharti Airtel Launched Airtel Xstream, a converged digital entertainment application for
mobile users, along with India’s first Android based set-top box and OTT smart stick
 Bharti Airtel Launched India’s first interactive TV self-care app (Ch. 998 on the SD/ HD
boxes) allowing customers to manage their DTH subscriptions & recharge from their
TV screen
 Bharti Airtel Pune data centre
 Bharti Airtel launched Airtel Enterprise hub - a ones stop digital self-care portal for
enterprise and SMB customers Airtel and Cisco announce strategic alliance

AWARD AND RECOGNITIONS

FOR THIS YEAR 2020

 Bharti Airtel Launched new scheme for customer 1 year recharge + 3 month recharge
free only (2300/- Per Year)
 Bharti Airtel During COVID-19 Airtel DTH became the first operator in India to pilot a
truly contactless experience for customers wanting to upgrade to the premium Xstream
box
 Bharti Airtel 2020 Airtel Businesses cross 2 Bn USD
 Bharti Airtel partner with Google to Boost Collaboration, Productivity and Digital
Transformation in India
 Bharti Airtel To offer private LTE based Industry 4.0 solution to enterprises
 Bharti Airtel Launched ‘Work@Home’ - India’s First Enterprise Grade Work From
Home Solution for Businesses
 Airtel became first operator to launch 4G in 26 villages located in tough terrains of upper
LadakhIn
 Bharti Airtel an industry first initiative, Airtel launched voice over Wi-Fi service that
leverages innovative technology to enhance indoor voice calling experiences
 Bharti Airtel Successfully closed USD 2 Bn QIP and USD 1 Bn FCCB, the largest dual
tranche Equity and FCCB offering ever in Asia-Pacific, the largest QIP by a private
 sector issuer in India and the largest FCCB offering from an Indian issuer in the last 12
years
 Best video experience in 2019-20
 Bharti Airtel Lunched Airtel Movies for Broadband customers Launch of V-Fiber
Technology. Brand name changed to V-Fiber Franchisee Town Launched - Unique
partnerships with Local cable operators to expand our reach in Tier2/3 towns to provide
high speed broadband to residents airtelThanks Program to offer
 Bharti Airtel OTT content Xstream Fiber Brand Name introduced One Airtel introduced
(Combination of BB + PP + DTH in one account)Crossed Launched First operator to
launch Unlimited Voice Expanded presence across 1 Mn100 Mbps 300 Mbps at J99/-
100+ cities
 Bharti Airtel Expended presence across 100 + cities

1.5 Vision & Tagline

“By 2015 Airtel will be the most loved brand, enriching the lives of millions. ”Enriching lives
means putting the customer at the heart of everything we do. We will meet Their needs based on
our deep understanding of their ambitions, wherever they are. By having This focus we will
enrich our own lives and those of our other key stakeholders. Only then Will be thought of as
exciting, innovation, on their side and a truly world class company.”
1.6 Mission

1.7 SWOT Analysis

SWOT analysis is a strategic planning method used to evaluate the strengths, weaknesses,
Limitations, opportunities, and threats involved in a project or in a business venture. Involves
specifying the objective of the business venture or project and identifying the Internal and
external factors that are favourable and unfavourable to achieve that objective.

The SWOT analysis of Airtel BD Itd is shown below:

STRENGTH

 Global brand image

 Established management
 Financially sound
 Low call tariff
 Instant cash back offer
 Product availability
 Product segmentation for different type of Customers
 Dedicated And Customer Oriented Employees

WEAKNESS

 Limited coverage
 Unstable network quality
 Poor distribution channel in rural areas
 Poor Edge/GPRS service
 Lack of communication Among Departments

OPPORTUNITY

 Adopting 3G, Wi-Max technology

 Growing population
 Rural market and corporate customers
 Capture more market share

THREAT

 Retention of customers
 Better quality service provided by other Telecom companies Price wars with competitors
 Government regulations and political Instability
 Entry of new competitor in the market
 CHAPTER 2
CUSTOMER SATISFACTIOON
AN OVERVIEW

2. CONSUMER SATISFACTION: AN OVERVIEW

2.1 MEANING OF CONSUMER SATISFACTION

Consumer satisfaction is the customer’s perception that measures how products or services
supplied by a company meet or surpass a customer’s expectations fully, Efficiently and
promptly. Customer satisfaction is the summary of the opinion of the Customer about the
products or services.

In simple words, Customer satisfaction is “Getting what you want by Giving others what
They want”.
 Customer satisfaction is one of the main objectives of any organization. Every Organization
tries to know the customer satisfaction about their products. So a study on Customer
satisfaction helps the organization as well as me to gain a vast knowledge overt he real world
tastes and preferences of customer.

Whether the buyer is satisfied after purchase depends on the offers performance in Relation
to the buyer’s expectations. In general satisfaction is a person’s feelings of Pleasure or
disappointment resulting from comparing a products perceived performance In relation to his
or her expectations. As this definition makes clear, satisfaction is a function of perceived
performance and Expectations.

If the performance falls short of expectations, the customer is dissatisfied. If the performance
matches the expectations, the customer is satisfied.

If the Performance exceeds expectations, the customer is highly satisfied or delighted. Many
companies are aiming for high satisfaction because customers who are just satisfied still Find
it easy to switch when a better offer comes along. Those who are highly satisfied Are much
less ready to switch. High satisfaction or delight creates an emotional bond With the brand,
not just a rational preference. The result is high customer loyalty.

2.2 CONCEPT OF CUSTMER SATISFACTION.

 Customer is the boss of the market.

 It’s a leading indicator of consumer repurchase intentions and loyalty
 It’s a point of differentiations.
 It reduces customer churn.
 It increases customer lifetime value.
 It reduces negative word of mouth
 It’s cheaper to retain customers than acquire new ones.
 Customer dictates market trends and direction.
 The organization is dependent on the customer and not the other way round.
 Customer satisfaction means loyalty towards the organization.
  The satisfied customers will help in bringing the new customers by the “word of Mouth.

2.3 LEVELS OF CUSTOMERS

Basic Needs (Dissatisfies)

 A service that the customer takes for granted. He expects it to be present in

the Product.
 Absence of this need will lead to dissatisfaction for the customer but the

presence of it will not lead to any satisfaction as such.

Performance Needs (Satisfied)

 It is a need or want of the customer which he specifically asks for.

 Better the performance more will be the satisfaction of the customer.
 These factors become the benchmarks in the competitive market.

Excitement Needs (Delighters)

 A delighter is an unspoken or unexpected requirement of a customer.
 It leads to very high level of satisfaction or customer delight.
 Absence of delighters does not result in customer dissatisfaction while its Presence will
enhance customer satisfaction.

2.4 FACTORS AFFECTING CUSTOMER SATISFACTION

Customer satisfaction is the overall impression of customer about the supplier and the Products
and services delivered by the supplier.

Following are the important factors that could affect customer satisfaction:

 Department wise capability of dissatisfaction

  Technological and engineering or re-engineering aspects of products and Services
 Type and quality of response provided by the supplier. Supplier’s capability to commit on
deadlines and how efficiently they are met. Customer service provided by the supplier.
Complaint management. Cost, quality, performance and efficiency of the product.
 Supplier’s personal facets like etiquettes and friendliness.
 Supplier’s ability to manage whole customer life cycle.
 Compatible and hassle free functions and operations.

2.5 MEASURING CONSUMER SATISFACTION

In today’s global economy, it is the competition that decides the forces of buyers and Sellers.
However, the customer-centric companies are measuring the level of customer Satisfaction and
factors that sharpen it. The marketing satisfaction is known as to what is its image that a
customer has.

This is possible only when the organisation gets a regular, reliable verifiable feedback From the
customers. This calls for, to repeat the correct measurement of consumer Satisfaction and take up
appropriate action plan to improve it further. Any business Needs quantitative or quantifiable
measurements for what is not measurable is not Authentic and verifiable.

Thus, no business house is able to run the business without actual quantitative sales Turnover,
profitability inventory position and cash, flow position and the like. AS Customer is the biggest
asset of a business, without him or her, there cannot be any Business.

It is measurement that provides specific information needed by the marketing Organisation to

steer the company through uncertainties and troubled water.

Measurement of customer satisfaction provides multi-angled information or feedback, Which

helps the marketing unit to end-cash upon. These are business related, customer-Related,
supplier- related, competitors-related, and performance related and the like.

The Business Related Provides:

 Judging effectiveness of its business plan and the extent to which it is customer centric.
 Makes available quantified information on the number of customer lost, the amount Of
business lost and loss of business volume and profit caused by customer decay.
  Satisfied customer is the extended marketing arm of the marketing organization.
 The customers hurt or dissatisfied will spread the facts which are having negative Impact
on company.
 A single unsatisfied customer can turn the table by poisoning the minds of at least five
customers.
 Only a portion of unsatisfied customers complain while the rest simply switch over to
other competitors.
 Loss of customer is loss of an opportunity and profit a competition.
 Customer satisfaction enhances the image of selling house where premium prices Can be
charged.
 It channelizes the organizational resources to bridge the yawning gap in customer
satisfaction.

The Customer Related:

 The number of customers are lost.

 Which customers are lost.
 Why and to whom they are lost.
 The value that customer assigns to the product and service being supplied and Rendered.
 Customer’s decision making factors and relative weight-age assigned by a customer.
 Identifying customer needs and wants-and requirements.
 It helps the marketing organisation to see through the eyes and minds of customers To
become customer centric.

The Supplier Related

 His strengths and weaknesses and equally of his competitors.

 Identification of his core competencies as perceived by the market on which business
 Identification of his core competencies as perceived by the market on which business
Strategies can be developed by the organization.
 Identification of weak areas needing top importance and attention to regain the Ground.
 Image of organisation in different markets.
  Customer’s perception about management organization.
 Comparative position of marketing organisation as compared to bench-marking.
 Success rate of vending house in keeping the satisfied customers.

The Competitors Related:

 The business lost to competitors with reasons.

 The measurement of strengths and weakness of various competitors and changing the
Strategy accordingly.
 The actual position in ascertaining the relative position of competitors to bench mark And
to get ready to kill the competition.

The Performance Related:

 The opportunities for improving the existing programs, products and services.
 The actual cost of customer turnover.
 The way the company is performing from the angle of customer.
 The Sharpness of company’s competitive edge and the ways to improve it.

2.5 METHODS OF MEASURING CUSTOMER SATISFACTION

Managing customers satisfaction efficiently is one the biggest challenge and Organization face.
The tools or methods to measure customer satisfaction needs to be Defined sophisticatedly to
fulfil the desired norms. There are following methods to Measure customer satisfaction:

1.Direct Methods.
Directly contacting customers and getting their valuable feedback 1s very important. Following
are some of the ways by which customers could be directly tabbed:

 Getting customer feedback through third party agencies.

 Informal Chat/Interview Visits to market consumer sector.
 Getting customer feedback through face to face conversation or meeting.
 Feedback through complaint or appreciation letter.
 Direct customer feedback through surveys and questionnaires.
2.Indirect Methods:

The major drawback of direct methods is that it turns out to be very costly and requires. A lot of
pre compiled preparations to implement. For getting the valuable feedbacks the Supplier totally
depends on the customer due to which they looses options and chances To take corrective
measure at correct time. Hence there are other following indirect Methods of getting feedback
regarding customer satisfaction:

Customer Complaints:

Customer’s complaints are the Issues and problems reported by the customer to Supplier with
regards to any specific product or related service. These complaints Can be classified under
different segments according to the severity and Department. If the complaints under a particular
segment go high in a specific Period of time then the performance of the organization is
degrading in that Specific area or segment. But if the complaints diminish in a specific period of
Time then that means the organization is performing well and customer Satisfaction level is also
higher.

Customer Loyalty:

It is necessarily required for an organization to interact and communicate with Customers on a

regular basis to increase customer loyalty. In these interactions And communications it is
required to learn and determine all individual customer Needs and respond accordingly. A
customer is said to be loyal if he revisits Supplier on regular basis for purchases. These loyal
customers are the satisfied Ones and hence they are bounded with a relationship with the
supplier. Hence by Obtaining the customer loyalty index, suppliers can indirectly measure
customer Satisfaction.
CHAPTER 3
INTRODUCTION
 INTRODUCTION

MOBILE PHONE

A mobile phone is a portable telephone that can make and receive calls over A radio frequency
link while the user is moving within a telephone service area. The Radio frequency link
establishes a connection to the switching systems of a mobile Phone operator, which provides
access to the public switched telephone Network (PSTN). Most modern mobile telephone
services use a cellular Network architecture, and therefore, mobile telephones are often also
called cellular Telephones or cell phones. In addition to telephony, 2000s-era mobile phones
support a Variety of other services, such as text messaging, MMS, email, Internet access, shot
Range wireless communications (infrared, Bluetooth), business applications, gaming And digital
photography. Mobile phones which offer these and more general computing Capabilities are
referred to as smartphones.
The first handheld mobile phone was demonstrated by John F.Mitchell and Martin Cooper of
Motorola in 1973, using a handset weighing c. 4.4 Ibs (2 kg). In 1983, the DynaTAC 8000x was
the first commercially available handheld Mobile phone. From 1983 to 2014, worldwide mobile
phone subscriptions grew to overseen billion, penetrating 100% of the global population and
reaching even the bottom Of the economic pyramid. In first quarter of 2016, the top smartphone
manufacturers Were Samsung, Apple, and Huawei (and “smartphone sales represented 78
percent of Total mobile phone sales”)

MOBILE NETWORK OPERATOR IN INDIA

A mobile network operator or MNO, also known as a wireless service Provider, wireless carrier,
cellular company, or mobile network carrier, is a provider of Services Wireless communications
that owns or controls all the elements necessary to Sell and deliver services to an end user
including radio spectrum allocation, wireless Network Infrastructure, backhaul infrastructure,
Billing. Customer Care, provisioning computer systems and marketing and repair organizations

In addition to obtaining revenue by offering retail services under its own brand, An MNO may
also sell access to network services at wholesale rates to mobile virtual Network operators.

A key defining characteristic of a mobile network operator is that an MNO must Own or control
access to a radio spectrum license from a regulatory or government Entity. A second key
defining characteristic of an MNO is that an MNO must own or Control the elements of the
network infrastructure necessary to provide services to Subscribers over the licensed spectrum.

A mobile network operator typically also has the necessary provisioning, billing And customer
care computer systems and the marketing, customer care and engineering

Organizations needed to sell, deliver and bill for services, however, an MNO can Outsource any
of these systems or functions and still be considered a mobile network Operator.

India’s telecommunication network is the second largest in the world by number Of telephone
users (both fixed and mobile phone) with 438.04 billion subscribers as on31 September 2020.

Airtel is the best source of Internet because I have tested OKHLA test in sonipat area my
experience is very good and other Response is very better
AIRTEL
Bharti Airtel Limited founded by Sunil Bharti Mittal on July 7, 1995. Bharti Airtel is an Indian
global telecommunications services company based in New Delhi India. Airtel provides GSM,
3G and 4G LTE mobile services. It is largest mobile Network operator in India and the first
largest in the world with 439.84 millions Subscribers in October 2020. Airtel was named India’s
most valuable brand. Airtel has acquired Telenor India in May 2018 and is at the last step of
acquiring Tata Teleservices Consumer Mobile business

Reliance Jio limited

Reliance Jio limited ii founded by MUKESH AMBANI on 15 Feb 2007 It is second largest
telecom network It is headquartered in mumbai maharashtra It has approximately 406.36 million
subscribers Jio provide pre-paid or post- paid plans for mobile service in October 2020.

Vodafone limited
Vodafone Limited is India’s Third largest telecom operator. It is Headquartered in Mumbai,
Maharashtra. It has approximately 292.84 million customers as On December 2020. On 31
August 2018, Vodafone India merged with Idea Cellular, and Was renamed as Vodafone ldea
Limited. However, the merged entity continues using Both the Idea and Vodafone brand

BSNL

BSNL Mobile (formerly Cell One) is an Indian mobile network operator, Operated by the public
enterprise BSNL. It provides both pre-paid and post-paid mobile Services as well as many value
added services. It has approximately 122.31 million Customers as on July 2020. BSNL is an
Indian state-owned telecommunications

Company headquartered in New Delhi.

MTNL(Mahanagar Telephone Nigam Limited)

A state-Owned telecommunications service provider in the metro cities of Mumbai and New
Delhi in India. It has 3.51 million subscribers in India. MTNL provides Voice, GSM,HSDPA
and CDMA service.
MOBILE NETWORK OPERATORS OF IND

AS ON 31 NOV 2020
3.1 OBJECTIVE OF THE STUDY
 To know why consumer prefer airtel.
 To know why consumer does not prefer airtel.
 To study of consumer satisfaction level on airtel.
 To find out if consumers are satisfied and aware of the services and offers Provided by
airtel.
 To know brand awareness of airtel telecommunication services.
 To know about users of telecommunication services(airtel) in local market in Sonipat

3.2 SCOPE OF STUDY

 The present study is in respect of mobile network operator of airtel.
 Present study is confined to sonipat city.
 It is confined to consumer satisfaction aspect.
 The sample size is 50 respondents.

3.3 RESEARCH METHODOLOGY

A blue print for the research was prepared for collection, measurement and Analysis of data. For
the purpose of the present study, data from two sources has been collected Namely primary data
and secondary data. A structured questionnaire was prepared for collecting of data through
personal

Interview

A sample size of 50 respondents was taken out of the total Airtel consumers. The sample
population was selected at randomly for the convenience of research.

It is basically descriptive in nature however certain statistical tools have been Used for
collection, analysis and interpretation of data. The statistical tools used in the research are
tabulation, percentage, graphs, charts and diagrams for collection, analysis and interpretation of
data

3.4 LIMITATION OF THE STUDY

 The study is restricted only to airtel consumers in sonipat city.
 Few respondents answer was collected.
 Respondents concentrated where the customers of AlRTEL only.
 Since the researcher selected only 50 sample size it is not sufficient to cover.
 Opinion of entire population
 Time duration in conducting the research is very less.

3.5 ORGANISATION OF THE STUDY

 The report of the study includes the following chapters namely:

Chapter I

 Includes introduction of various topics which is related to this study and the step by
procedure of the research methodology was adopted
 To carry out this study and its limitation.

Chapter 2

 Contains an overview of the consumer satisfaction towards Bharti airtel limited.

Chapter 3

 Contains the complete company profile including history

 Nature Of business and services.

Chapter 4

 Presents the organised data in the form of tables. Graph&Diagrams.

 The data would then be analysed using appropriate techniques.

Chapter 5
 Presents the summary of the study, the findings during the Study, arrived conclusions and
acceptable and comprehensive suggestions

CHAPTER 4
INTRODUCTION
 DATA ANALYSIS & INTERPRETATION

PROFILE OF THE RESPONDENTS OF AIRTEL SUBSCRIBERS”

Table No.1

Profile of the respondents based on Gender.

Gender No. Of Respondent Percentage

Male 45 90%
Female 5 10%
Total 50 100%
   

Source : Questionnaire
Graph – 1
PROFILE BASED ON GENDER
 50
45
40
35
30
25 Female
Male
20
15
10
5
0
No. Of Respondent Percentage

Source: Table no- 1

INTERPRETATION
From above table it can be interpret that 90% of the respondents are male and the
rest are 10% female

Profile of respondent based on age group

Table.-2
Profile based on age group

Age Group No. Of Respondent Percentage

<18 Yrs 3 6%
18 to 29 Yrs 38 76%
30 to 40 Yrs 6 12%
>40 Yrs 3 6%
Total 50 100%

Source – Questionnaire
Graph – 2
 PROFILE BASED ON AGE GROUP

No. Of Respondent
40

35

30

25

20

15

10

0
<18 Yrs 18 to 29 Yrs 30 to 40 Yrs >40 Yrs

Source: Table No. – 2

INTERPRETATION
From the above research interpret that majority of the respondent are of the age
group 18 to 29 years.

Table No – 3
Profile of the respondent based on occupation

Occupation No. Of Respondent percentage

Student 12 24%
Employee 18 36%
Businessmen 17 34%
Other 3 6%
Total 50 100%

Source : Questionnaire

Graph – 3

PROFILE BASED ON OCCUPATION

 No. Of Respondent

Student
Employee
Businessmen
Other

Source. Table: 3
INTERPRETATION
From the graph 36% of subscriber are employee 34 %of businessmen 12% of
student and 6% of other it is clear that large number of subscriber are employee

Table No – 4
Table showing the opinion on signalling of their area

  Frequency Percentage

Good Signal 41 82%

Bad Signal 9 18%

Total 50 100%

Source : Questionnaire
Graph – 4
CHART SHOWING THE OPINION OF SIGNAL AREA
 50
45
40
35
30
25 Bad Signal
20 Good Signal
15
10
5
0
Frequency
Percentage

Source Table No. – 4

INTERPRETATION
The table show 82% customer feel the signal of AIRTEL is area good and 18% not
poor

Table No – 5
Table showing the opinion on customer care service

Frequency Percentage
Satisfied 34 68%
Not Satisfied 10 20%
Never Used 6 12%
Total 50 100%

Source : Questionnaire
Graph – 5
 CHART SHOWING OPINION ON CUSTOMER CARE SERVICE

Frequency

Satisfied
Not Satisfied
Never Used

Source Table No. – 5

INTERPRETATION
The table show that 68% of customer satisfied and 20% are not satisfied and
remaining 12% does not use customer care service

Table No – 6
Table showing the opinion on customer care employee response to
Customer Question

  Frequency Percentage
Good Response 35 70%
Bad Response 15 30%
Total 50 100%

Source : Questionnaire

Graph – 6
 CHART SHOWING THE OPINION ON CUSTOMER CARE
EMPLOYEE RESPONSE TO CUSTOMER QUESTION
100%
90%
80%
70%
60%
50% Bad Response
Good Response
40%
30%
20%
10%
0%
Frequency Percentage

Source: Table No-6

INTERPRETATION

The table shows that 70% of the customers say that customer care employees
Response is good, remaining 30% say that the employees response was bad and
they Were not satisfied.

Table No.7
Table showing whether customers use INTERNET services

  Frequency Percentage

Using 36 72%

Not Using 14 28%

Total 50 100%

Source – Questionnaire
Graph -7
Chart showing whether Customer use INTERNET service

Frequency

Using
Not Using

Source: Table No -7
INTERPRETATION
The table shows that 65% of the customers use internet remaining 35% don’t use
Internet services

Table No. – 8
Table showing in opinion on internet service

  Frequency Percentage

Satisfied 34 68%

Not Satisfied 16 32%

Total 50 100%

Source – Questionnaire
Graph –8
CHART SHOWING OPINION ON INTERNET SERVICE

16

34

Satisfied Not Satisfied

Source Table No-8

INTERPRETATION
The table shows that 60% of the customers are satisfied with internet services
remaining 40% are not satisfied with internet services

Table No. – 9
Table showing whether offers are used by customers

  Frequency Percentage
Used 38 78%
Not Used 12 24%
Total 50 100%

Source -Questionnaire
Graph -9
 CHART SHOWING WHETHER OFFER ARE USED BY
CUSTOMER

12
10
8 Not Used

6 Not Used
4
2
0

Source Table No - 9
INTERPRETATION
The table shows that 78% of the respondent use offers where as the remaining 22%
Doesn’t use.

Table No -10
Table showing opinion on offers used by customers

  Frequency Percentage
Satisfied 35 70%
Not Satisfied 7 14%
Neutral 8 16%
Total 50 100%

Source: Questionnaire
Graph -10
 CHART SHOWING OPINION ON OFFER USED BY
CUSTOMER

Frequency

35
30
25
20 Frequency
15
10
5
0
Satisfied
Not Satisfied
Neutral

Source Table No -10

INTERPRETATION
The table shows that 70% are satisfied with offers, 12% are not satisfied and the
Remaining 16% is neutral.

Table No -11
Table showing on AIRTEL compared to other connection

Frequency Percentage
Better 27 54%
Not Better 23 46%
Total 50 100%

Source -Questionnaire
Graph -11
 CHART SHOWING OPINION ON AIRTEL COMPAIRE TO
OTHER CONNECTION

Frequency
28

27

26

25 Frequency
24

23

22

21
Better Not Better

Source Table No -11

INTERPRETATION
The table shows that 54% feel that AIRTEL is better compared to other network
Connection where as the other 46% feel the opposite.

Table No. – 12
Profile of the respondent based on overall rating
PARAMETER NO OF RESPONDENT PERCENTAGE
Excellent 8 16%
Very Good 10 20%
Good 30 60%
Poor 2 4%
Very Poor 0 0%
Total 50 100%
Source: Questionnaire
Graph – 12
PROFILE OF RESPONDENT BASED ON OVERALL RATING

NO OF RESPONDENT

Excellent
Very Good
Good
Poor
Very Poor

Source Table No -12

INTERPRETATION:

From the above table it can be interpret that

 60% of the respondent’s rate good.

 20% of the respondent’s rate very good.
 16% of the respondent’s rate excellent.
 4% of the respondent’s rate poor.

From the above data it can interpret that by considering all factors like network, internet Speed,
customer care, roaming service, etc the overall rating of Airtel is good.
CHAPTER-5
 FINDINGS, SUGGESTIONS
&
CONCLUSION

5.1 FINDINGS

This chapter deals with the major findings of the study which are as follows:

 Most people fell that AlRTEL signal is good.

 Only half of the people are satisfied with the customer care services.
 30% of the people are not satisfied with the customer care employees Response.
 More than half of the people are satisfied with the Internet services.
 40% of the people are not satisfied with the internet services.
 Most people were aware of the offers provided and many of them are using More than
one offer, and most of them are satisfied with the offers.
 In the offers provided, most of them are using message offer in Combination with other
offer.
  Most of the people find that AIRTEL is better than other network.
 The overall rating of Airtel is good.

5.2 SUGGESTIONS

The main objective of every analysis is to find whether the customers are Satisfied with the
services provided. Following are some of the suggestions Given for the improvement of the
product and services.

1. Most the people are satisfied with the offers provided but still some Of them suggested
the following for betterment.
 Local and STD rates should be slashed down further.
 1 paisa per second offer should be introduced.
 Customers feel that compared to other network services Offers Provided are less.
 More slash in ISD rates.
1. Regarding the internet connection customers feel that the wireless Modem provided
should be of more speed i.e., they want it to be as Speed as the landline modem.
 2. Even though many people are satisfied with the Network range but People from remote
areas of Sonipat want improvement in the Network connection.
3. Customers suggested to improve the customer care services and The response given by
the customer care employees should be Improved.
4. Some suggested that the dialler tune services should be increased.

5.3 CONCLUSION
In the conclude note of my research I am confident to say that the study Gave an opportunity to
analyse various factors regarding customer satisfaction Towards Bharti Airtel ltd.

The sample size is very low so it is very difficult concluding it by saying That it is the view of
whole population.

The time provided for the research is less. I have understood how a research study is to be
conducted and prepare

A comprehensive report. So on and so forth the study has given me a lot of Exposure like
meeting and talking with different people.
BIBLIOGRAPHY

 MAGAZINES
 BUSINESS TODAY
 INDIA TODAY

WEB SITES

 WWW.WIKIPEDIA.COM
 WWW.AIRTEL.IN
 WWW.TRAI.GOV.IN
 WWW.AIRTELARTICALLIBRARY.COM
www.trai https:/en.wikipedia.org/wiki/MobilenetworkoperatorsofIndia
LIST OF RESPONDENTS
SNO NAME ADDRESS
1 Yash Raj mohalla ,Sonipat
2 Atul Raj mohalla, Sonipat
3 Hardik Raj mohalla, Sonipat
4 Deepak Adarsh nagar, Sonipat
5 Nikhil Adarsh nagar, Sonipat
6 Priyam Adarsh nagar, Sonipat
7 Rupesh Rishi colony, Sonipat
8 Gaurav Murtha adda, Sonipat
9 Pradeep Chawla colony, Sonipat
10 Punit Sikka colony, Sonipat
11 Ritika Sikka colony, Sonipat
12 Arun Sikka colony, Sonipat
13 Abhinav Kami road, Sonipat
14 Abhishek Kami road, Sonipat
15 Nalin Kami road, Sonipat
16 Riya Kami road, Sonipat
17 Simran Khanna colony, Sonipat
18 Garvit Khanna colony, Sonipat
19 Rakesh Khanna colony, Sonipat
20 Jyoti Khanna colony, Sonipat
21 himani Subhash chowk , Sonipat
22 Chirag Subhash chowk, Sonipat
23 Udit Subhash chowk, Sonipat
24 Preeti Subhash chowk, sonipat
25 Aayush Subhash chowk, Sonipat
26 Sumit Geeta bhawan chowk
27 Himanshu
28 Ankit
29 Ankit
30 Ankit
31 Sunny
32 Reena
33 Sunil
34 Divya
35 Prince
36 Saurav
37 Suresh
38 Rajan
39 Manoj
40 Pawan
41 Anmol
42 Ashish
43 Kashish
44 Aman
45 Mudit
46 Saiyam
47 Mukul
48 Ankit
49 Janvi
50 Ravi