SUMMER TRAINING REPORT

ON
“CUSTOMER SATISFACTION”
WITH SPECIAL REFERENCE TO
“AIRTEL”
SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE
DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

2014 – 2017

UNDER THE GUIDANCE OF SUBMITTED BY -:

DR. Isha Rawal SHUBHAM MITTAL
(Associate Professor, VIPS) Enroll No-04417701814
BBA(B&I) 5th Semester

VIVEKANANDA INSTITUTE OF PROFESSIONAL STUDIES

AU Block (Outer Ring Road) Pitampura, Delhi – 110034
(AFFILIATED TO GGSIPU)
1
 STUDENT’S UNDERTAKING

I S H U B H A M M I T T A L , Enrolment No. 0 4 4 1 7 7 0 1 8 1 4 from BBA-V Sem

of the Vivekananda Institute of Professional Studies, Delhi hereby declare
that the Summer Training Report (BBA 311) entitled CUSTOMER
SATISFACTION TOWARDS AIRTEL is an original work and the same has not been
submitted to any other Institute for the award of any other degree. A presentation of the
Summer Training Report was made and the suggestions as approved by the faculty were
duly incorporated.

Date: Signature
of the Student

2
 TEACHER’S UNDERTAKING

Certified that the Summer Training Report submitted in partial

fulfillment of Bachelor of Business Administration (BBA) to be
awarded by G.G.S.I.P. University, Delhi by SHUBHAM MITTAL ,
Enrolment No. 04417701814 has been completed under my guidance
and is Satisfactory.

DATE: SIGNATURE OF THE GUIDE:

NAME OF THE GUIDE:

DESIGNATION:

3
 COMPANY’S UNDERTAKING

This is to certify that SHUBHAM MITTAL , a student of Bachelor of Business Administration

(BBA) , a class of 2014 , Vivekananda Institute Of Professional Studies , Affiliated to GGSIP
University of Delhi bearing Enrollment No. 04417701814 , has undertaken the summer
internship training at Airtel center during 14 June 2016 to 12 August 2016 under my
supervision and guidance . He has conducted a study & completed the project on CUSTOMER
SATISFACTION TOWARDS AIRTEL.

DATE: NAME OF THE GUIDE: AJAY JAIN

DESIGNATION: MANAGER
ADDRESS: 2153 F/2 BAWANA ROAD
NARELA, DELHI-40

4
 EXECUTIVE SUMMARY

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 over the real world tastes and
preferences of customer .

➢ How the airtel customers feel about the airtel network ?

➢ How the airtel employees make their customers satisfied ?
➢ What offers and services are being provided by the airtel to its customers ?
➢ What marketing strategies airtel is using to attracts the other people ?

BASIC PURPOSE OF THE STUDY

• A comparative analysis among some major players of telecom industry , especially in Delhi and

NCR region in terms of Quality, Brand Equity, Price and Customer Service.

• Further scope and opportunity analysis

• The purpose of this study is to understand the market analysis of Airtel industry.

• Know the market potential for Airtel.

6
 ACKNOWLEDGEMENT

My first regards are to almighty god it was my trust and belief on him which enable me to embark

upon this task move on the right path and recede the realm of facts. I would like to thank from the

core of my heart to Dr Renu Vashisht faculty VIPS for providing me the due inputs for the project

assigned on “Customer Satisfaction At Airtel”. She has been a constant source of motivation and

has channelized my efforts.

I feel privileged in expressing profound sense of gratitude and indebtedness to my guide who has

generously provided the chance to work at the esteemed field of service market. Her guidance and

constant inspiration where instrumental in the completion of this research. She always allowed me

to encroach upon her precious time and ensured her generosity with ideas.

SHUBHAM MITTAL

04417701814

7
 TABLE OF CONTENTS
TOPIC PAGE NO.

Certificate 5
Executive Summary 6
Acknowledgement 7
Chapter 1: Introduction 9-16
Joint venture 11
Customer Satisfaction 12
• Purpose & Objective of the study 14
• Scope of the study 15
• Chapter 2: Profile of the 17-39
organization
• Industry Profile 18-20
• Company Profile 21-24
• Airtel Broadband 27-30
• Promotional Strategies 32-36
• Milestone of the Company 37-39
Chapter 3: Research Methodology 40-44
Research / Sampling Design 42
Benefits & Limitaions of the study 44
Chapter 4: Analysis and 45--60
Interpretation of data
Chapter 5: Conclusion & Recommendations 61-63
• Bibliography 64-65
ANNEXURE: 66
• Questionnaire 67-69

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 CHAPTER I:
INTRODUCTION

9
 GENERAL INTRODUCTION

Bharti Group

Bharti Enterprises has been at the forefront of technology and has revolutionized
telecommunications with its world class products and services.

Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and

innovations to its credit. Bharti provides a range of telecom services, which include Cellular, Basic,

Internet and recently introduced National Long Distance. Bharti also manufactures and exports

telephone terminals and cordless phones.

Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros.

It has over four million satisfied customers.

10
 Joint ventures

Bharti has many joint ventures with world leaders like SingTel (Singapore Telecom); Warburg

Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance

Corporation, USA and New York Life International, USA.

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in

telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-

Ventures is India's leading private sector provider of telecommunication services based on a strong

customer base consisting of approximately 8.37 million total customers which constitute,

approximately 7.67 million mobile and approximately 704,000 fixed line customers, as of June 30,

2004. Bharti Tele-Ventures current businesses include –

• Mobile services

• Fixed-line

• National and international long distance services

• VSAT, Internet services and network solutions

11
 INTRODUCTION TO THE TITLE

What is customer satisfaction?

Customer satisfaction refers to how satisfied customers are with the products or services they

receive from a particular agency. The level of satisfaction is determined not only by the quality

and type of customer experience but also by the customer’s expectations.

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 over the 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.

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 Why is it important?

There are a number of reasons why customer satisfaction is important in AIRTEL:

• Meeting the needs of the customer is the underlying rationale for the existence of community

service organizations. Customers have a right to quality services that deliver outcomes.

• Organizations that strive beyond minimum standards and exceed the expectations of their

customers are likely to be leaders in their sector.

• Customers are recognized as key partners in shaping service development and assessing quality of

service delivery.

The process for measuring customer satisfaction and obtaining feedback on organizational

performance are valuable tools for quality and continuous service improvement.

In the project report I have choose customer satisfaction at Airtel ltd. Because I want to

explain the overall company positioning in the whole market. How much company have its

assets and liabilities how much its turnover in all segments i.e. in designer tiles or transfer

decals division. I also explain that how much faith of dealers and customer on the Bharti

Airtel Ltd towards its products. I also analysis and interpretation of my questioner towards

the all level of people i.e. middle lower or high level group of peoples

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 PURPOSE OF THE STUDY

Our soul purpose of this report confines with these facts-

• To know the nitty- gritty of Airtel industry as much as possible.

• Determine the market size and potential of all the organize and unorganized players

• A comparative analysis among some major players of telecom industry , especially in Delhi and

NCR region in terms of Quality, Brand Equity, Price and Customer Service.

• Further scope and opportunity analysis

• The purpose of this study is to understand the market analysis of Airtel industry.

• Know the market potential for Airtel.

OBJECTIVES OF THE STUDY

The main purpose and objective for this study is:

• To know whether the signal is good in their area

• To find out if they are satisfied and aware of the services and offers provided

• To recommend measures for improving the product

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 SCOPE OF THE STUDY

Bharti Airtel comes under ‘Telecom Industry’. Over the years, Indian Telecom Industry poised to

grow at a fast pace of almost 10%/annum due to boom in real scenario. Increase in income levels

and availability of a range of customers options for providing them good network service at lower

cost.

In India, particularly in NCR region, growth rate of Telecom industry is at very high and constantly

growing. By this project finding, we have been trying to catch the satisfaction and demand of Airtel

organisation for their commercial and residential needs in Delhi and NCR region.

Also as mobile prices begin to pinch purses in these times of meltdown, schemes are making

deeper inroads into urban homes. And they are getting more modified to suit customer demands.

• This study would be useful for companies to know what people perceive and thinking about Bharti

Airtel Ltd.

• This study would be useful to other students as a secondary data.

• This study would be useful to form strategies according to perception of people about Bharti Airtel

Ltd.

15
The most important factor which I learnt from this summer training and which helped me in this

project was the corporate experience. The experience in the firm was excellent; we got to know

about the working and the functioning of the firm. During this training period, I also got to know

about the marketing and the sales strategies adopted by the company to make its product more

recognized in the global stream.

This experience which I take from these 2 months training periods will help me along in my future

tasks, through this training now I can fully tackle the needs and demands and how to interact with

the customers and how to face them up.

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 CHAPTER II:
PROFILE OF THE
ORGANIZATION

17
 INDUSTRY PROFILE

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 five million subscribers amassed in less than two years of operation, India's growth tempo

has 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.

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With the presence of a number of mobile telephony services providers including market leaders

like Airtel, Reliance, Idea Cellular, Tata Indicom, Spice Communications 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).

Understanding the difference between GSM and CDMA will allow the user to choose the

preferable network technology for his needs.

Global System for Mobile Communications (GSM) is a new digital technology developed by the

European community to create a common mobile standard around the world. It helps you achieve

higher small capacity and better speech quality and one can enjoy crystal clear reception on ones

mobile phone. It automatically solves the problem of eavesdropping on ones calls.

Code Division Multiple Access (CDMA) describes a communication channel access principle that

employs spread spectrum technology and a special coding scheme (where each transmitter is

assigned a code). It is a spread spectrum signalling, since the modulated coded signal has a much

higher bandwidth than the data being communicated. CDMA is the current name for mobile

technology and is characterized by high capacity and small cell radius. It has been used in many

communication and navigation systems, including the Global Positioning System and the

omnitracs satellite system for transportation logistics.

The Company’s wireless network runs on a GSM technology.

The mobile telephony services providers Airtel, Vodafone (Formerly

Hutch), have been competing aggressively for their market share with

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19MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has only

become tougher. With major market share in the hands of the likes of Reliance, Airtel, Vodafone

(Formerly Hutch), 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. Apart from the one time

entry fee, operators would also be required to pay license fee based on a revenue share. It is

proposed that the appropriate level of entry fee and percentage of revenue share arrangement for

different service areas would be recommended by TRAI in a time-bound manner. The spectrum

policy has also been seen by TRAI for awarding Global System for

Mobile Communications (GSM) and Code Division Multiple Access

(CDMA) licenses to the different operators.

20
 Company Profile

Telecom giant 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)

1) Mobile services

2) Broadband and telephone services (B&T)

3) Enterprise services

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 corporate. 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. A

consortium of giants in the telecommunication business. 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 25million satisfied customers.

Cellular telephony was introduced in India during the early 1990s. At that time, there were only

two major private players, Bharti (Airtel) and Essar

21
(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 services in India.

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).

The Airtel Logo: The Airtel logo is a strong, contemporary and confident symbol for a brand

that is always ahead of the rest. It is a specially drawn word mark.

The Airtel Typographical style: The title case lettering with its capital 'A' was deliberately

chosen to reinforce the brand's leadership position. The red dot on the letterform 'I' Cues Airtel's

focus on innovation. The words 'Express Yourself' are very much part of the brand identity.

Board of Directors: The board of directors of the Company has an optimum mix of executive

and non-executive directors, which consists of two executive and thirteen nonexecutive directors.

22
The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an

Executive Director and the number of Independent Directors on the Board is

50% of the total board strength. The independence of a director is determined on the basis that

such director does not have any material pecuniary relationship with the Company, its promoters

or its management, which may affect the independence of the judgment of a Director. The board

members possess requisite skills, experience and expertise required to take decisions, which are in

the best interest of the Company.

The composition of the Board is as under:

· Sunil Bharti Mittal

· Rajan Bharti Mittal

· Akhil Gupta

· Rakesh Bharti Mittal

· Chua Sock Koong

· N. Kumar

· Kurt Hellstrom

· Donald Cameron

· Paul O'Sullivan

· Pulak Chandan Prasad

· Bashir Abdulla Currimjee

· Ajay La l

· Arun Bharat Ram

· Francis Heng

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Bharti’s Vision: By 2010 Airtel will be the most admired brand in India:
· Loved by more customers

· Targeted by top talent

· Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the needs of our customers and how

we want them to feel. We deliver what we promise and go out of our way to delight the customer

with a little bit more

Bharti’s Mission: To be globally admired for telecom services that delight customers.

We will meet global standards for telecom services that delight customers through:

• Customer Service Focus

• Empowered Employees

• Cost Efficiency

• Unified Messaging Solutions

• Innovative products and services

• Error- free service delivery

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 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 crore.

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 Chhattisgarh, 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 .

Submarine cable: We have partnered with SingTel to create the world's largest submarine
cable system- Network i2i with 8.4 Tbps capacity. This 3200 km undersea cable structure stretches
from Chennai to Singapore and thereon to Tier-1 carriers on SingTel's capacity on 175,000 km of
cables. The huge capacity on network i2i is distributed locally in India through our 25,000 km of
advanced fibre-optic domestic long distance backbone, providing unprecedented capacity, speed
& reliability.

25
Technology: In no other service or business technology is such a major factor. Sales and
marketing are futile without a sound technological base. Hence we analyze Airtel on the basis of
this parameter.
Technological facets in cellular services are explained and the level of expertise of both players

stated.

Call set up time: This is the time that it takes a user to get connected after the completion
of the dialling process. Presently 8-30 seconds is considered normal set-up time. Airtel call set up
time is generally within this range.

Capacity Call congestion: This is the quality of getting calls through even in high user
density areas. Airtel provides better customer satisfaction. This will enable them to increase their
customer base leading to increased revenues in the future. Voice Quality and Coverage
It is the clarity of transmission. In city centres this quality is not difficult to maintain. However it

becomes very important when the transmission is being directed to or from underground locations,

from behind tall building and structures, narrow and congested city interiors.

Airtel provides better quality in the above mentioned. The reason for this is the better infrastructure

and technology.

26
 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.

However, the main contention in the broadband market is the price offering which includes the

bandwidth costs as well as the cost of laying down the copper wire. Typically, in the mentality of

the profit making exercise, Airtel has so far focused only in those areas where it perceives that a

huge market is present. However, I still hold that their thrust should be in smaller towns and cities

where BSNL would ultimately usurp their potential customer base. It seems that their fancily paid

MBAs haven’t really understood the success of BSNL who focused on the B and C class cities

where it has drawn unparalleled support despite the lousy customer experiences. This is because

of the absence of any other operator.

The current offerings by Airtel does not really enthuse a potential customer who is looking at

sustained data transfer. It is the classic case of having something better than nothing.

Add to the lousy customer care that Airtel is slowly perfecting, it is staffed with people who usually

land up in their jobs with little idea of their job profile. The so-called Tech engineers have often

been unable to help a customer who is facing issues with the connectivity.

Airtel Broadband is powered by DSL technology: DSL provides blazing-

fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right
through a regular telephone line, data rates can vary from 128Kb to 8Mb per second depending
on the type and cost of the service.

27
 Instant Access: Digital Subscriber Line (DSL) technology provides instant Internet and
network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analogue
phone line. There are no dial-up delays, no busy signals.
What used to take minutes or hours to download, will now take just seconds or minutes.

Experience Multimedia: With DSL Internet Service you can download graphics-heavy
files, large documents, software, photos, email attachments, and more, instantly. It's perfect for
real-time interactive multimedia, broadcast quality video, distance learning, and video-on-
demand. And because DSL Internet Service sends data and voice over the same line, you can talk
on the phone while you are online.

Services: Airtel brings you a host of exciting features ranging from facilities like online tests,

in touch and Video Surveillance Solutions to trouble shooting devices like, Net Expert and Web

Jockey.

• Video Surveillance Solutions – Airtel allows you to control your business, 24x7. Observe
your office, warehouse, shop and staff from your PC, from anywhere and all the time.

• In touch – Airtel allows you to create and share your precious moments with your loved ones

with In Touch. It’s a great way to reach out to your loved ones who are far away.

• NetXpert – Netxpert, India’s first ever automated Broadband care technology which provides

immediate solutions for Internet connectivity related problems.

• Online Tests - Airtel Broadband Services and TCY Online offer you online competitive tests

for GRE, GMAT, SAT and MBA, from the comfort of your home.

• WiFi - Wifi is a wireless technology brand by the Wifii Alliance that gives you a host of fantastic

advantages ranging from reliability to security. The simple installation procedure gives you access

to unsurpassed performance instantly.

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Wireless Internet: Wireless Internet 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!

Features
. Quad-band radio card suitable for use on EGRPS/GPRS/GSM networks worldwide PTCRB

compliant.

· Compatible with most notebooks providing a Type II PC-Card slot and utilizing Microsoft

Windows Operating Systems.

· Supports IPSec client software for end-to-end secure corporate data exchange and

synchronization over VP.

· NDIS compatible.

29
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!

Features
· Suitable for use on EDGE/GPRS/GSM networks.

· EDGE Class 12, GPRS Class 10

· External Antennae

· ETSIAT Command Interface

· Compatible with Windows 2000, XP

· Data Interface: USB 2.0

· Data, Voice, SMS Phonebook

Benefits
This Remarkable service virtually converts the whole of India in Wireless hot spot.

30
 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

centre technology requirements. The call centre operations for the mobile services have been

outsourced to IBM Daksh, Hinduja TMT, and 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

31
 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 for Mobile (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.

Bharti Tele-Ventures adopted celebrity endorsement as its chief promotional strategy. By 2004 it

emerged the unprecedented leader commanding the largest market share in the cellular service

market. Hutch implemented the celebrity endorsement strategy partially, relying primarily on its

creative advertising for the promotion of its brand. BSNL, on the other hand, attracted the

consumer through its low cost schemes. Being a state owned player, BSNL could cover rural areas,

and this helped it increase its subscriber base. Reliance was another player that cashed on its

innovative promotional strategies, which included celebrity endorsements and attractive talk time

schemes. Idea relied heavily on its creative media advertising sans celebrities.

32
AIRTEL : Appropriating the value of 'expression'

Over the last couple of years, the market has grown considerably, with deeper penetration and

wider usage of voice and data services, accompanied by much higher competitive intensity," Atul

Bindal, chief marketing officer, Bharti TeleVentures, expands on this. "In this context,

differentiating merely on network, coverage and SMS is just not enough. You need to go beyond

all the rational identifiers - which are prerequisites in any case - and connect at a deeper level. We

needed a strong differentiator in an increasingly commoditized and crowded market. We found

this differentiator in a core human truth that defines our category - which is that there are moments

when you need to make your point, when you need to be heard. Expressing and communicating

are perhaps two of the most basic emotions. Airtel enables you to make your point in the most

expressive way, anytime, anywhere. The campaign is towards owning this through ‘express

youself.' We believe 'Express yourself' allow us to connect at a deeper level and create a long-

term platform for the brand “For Airtel, the challenge also lay in presenting a unified 'face' to

the consumer. This assumes significance when viewed in the light of the company's pre- and post-

paid communication, which, in the past, had been treated very differently. Brand image, as a result,

was being driven in two different dimensions. "Brand Airtel is a category leader straddling

completely different market segments such as consumer, business and corporate, as well as

different voice, data and payment platforms," says Bindal. "'Express yourself' enables the brand to

unify and connect across the entire base of our existing and prospective customers."

One of the most obvious benefits of owning a property such as 'candid expression' (and 'Express

yourself') is the expansive nature of the thought.

33
"The moment you have as broad a canvas as 'Express yourself', it becomes easy for anyone

working on the brand to come up with new ideas and executions. That's what makes a good

campaign idea," observes Rediff's Prashant Godbole, who, along with creative partner Zarvan

Patel, conceived the campaign.

In October 2002, Magic led the market, with 30% of the market share. Bharti claimed that its

strategies were one of the most ambitious experiments ever in the Indian pre-paid cellular

telephony market. However, given the increasing competitive pressure, doubts were being

expressed regarding the ability of Bharti's marketing initiatives to help Magic retain its 'Magic' in

the future

Airtel launches VQE (Voice Quality Enhancer) for the first time in Kolkata:
Introducing VQE (Voice Quality Enhancer) for the first time in Kolkata. VQE is a revolutionary

new system that spectrally reduces background noise. It eliminates acoustic echo, adjusts speech

levels in both directions and does away with low or distorted speech so that every word of yours

can be heard clearly, wherever you may be speaking from. The VQE technology has been sourced

from Tellabs of USA, world leaders in Voice Quality technology. Some of the prominent GSM

operators using Tellabs solution in the world are SingTel, Bell South, Telstra, BT Cell etc. The

Tellabs noise reduction technology removes high background noise from the wireless side of the

call thus delivering near wire line clear call quality

on mobile phones. The Tellabs 3000 series of voice-quality enhancement echo technology also

eliminates the complexity of acoustic echo generated by digital mobiles and hands free kits. So

go ahead. Express yourself and feel the difference on Kolkata's only Non-Stop 2.5G Network

34
 AIRTEL NEWS

• Bharti Airtel inks USD 400 million network expansion contract with NOKIA

• Bharti Airtel limited: Q2 cash profit exceeds Rs. 1,600 crores, PBT crosses Rs. 1,000 crores.

• Bharti Airtel is amongst India’s Most Admired Knowledge enterprises in 2006.

• Sunil Bharti Mittal receives ‘The Honorary Fellowship’ from IETE.

• Notice of postal ballot for seeking consent of the shareholders on scheme of amalgamation of

Satcom Broadband Equipments Limited and Bharti Broadband Limited with Bharti Airtel

Limited.

• Bharti Airtel to Observe Silent period from October 1, 2006.

RAHMAN TUNE CROSSES AIRTEL’S EXCLUSIVITY BARRIER

Cellular service provider Airtel seems to have hit the right note with its new commercial starring

musician A R Rahman. The commercial which is currently on air has a beat which also doubles

up as a ringtone which is ostensibly available only to Airtel users. But the interesting part is that

the ringtone is being flaunted not just by Airtel customers but by customers of rival service

providers like BPL, Orange and Dolphin as well! “We did expect the tune to catch up but this has

really exceeded our expectations,” admits Bharti Cellular’s chief marketing officer (western

region) Pratik Pota. Overall, he explains, it is a great advertising product for Airtel and works like

a “walking, talking brand ambassador.” The ringtone which is also the jingle for AirTel’s TV

commercial, is proving to be a potent advertising tool for the company. It is not very clear what

this means for the other cellular operators. Cellular users have been “forwarding” the tune to one

another

35
“It gives the user a chance to go back to the Airtel product and acts as a strong reminder medium,”

he explains. Marketing professionals like Samsika Marketing Consultants’ managing director

Jagdeep Kapoor point to the usage of an “audio celebrity” as something that is significant.

“The normal practice is to opt for film stars and sportsmen rather than an audio personality” he

says. Rivals, though seemingly unfazed by the phenomenon, seem to be doing their own

homework on this brand of advertising. While none of them commented on Airtel’s strategy and

its impact on their own subscriber base, one advertising professional working with a rival service

provider opines that the tune is “transient” and not likely to have any long term impact as a brand

building tool.

Being the latest entrant in the Mumbai circle, Airtel has had to find ways of cutting through the

clutter. Says Mr. Kapoor,” Airtel will have try to find ways to attract new customers and convert

the existing ones.” Explaining that the usage of an audio celebrity was more “strategic than

tactical”, he adds that non-Airtel users will have the Airtel “brand experience” inspite of not using

the service.

While Mr. Pota highlights the fact that the usage of the tune by other operators means “free

advertising” for Airtel and the users having a positive disposition towards the product, the nature

of reaction from competition remains unclear.

“Competition will not do well to adopt a knee jerk reaction and will have to come out with

advertising that is well thought out” explains Mr. Kapoor. He anticipates a situation where the new

entrant (Airtel) will continue to be more aggressive.

36
 MILESTONE OF THE 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.

• Commenting on this major global landmark, Mr. Akhil Gupta, Joint Managing Director, Bharti

Airtel said, “We are delighted to have achieved this major landmark, which puts Bharti Airtel

amongst the top telecom companies in the world. It underlines the strength of our unique business

model and our vision to provide affordable services like lifetime prepaid to customers across the

length and breadth of the country.This milestone highlights the emergence of India as one of the

top telecom markets in the world and we are proud to have been at the forefront of this growth.

Going forward, we believe this growth momentum will remain intact and we are gearing towards

the 100 million customers mark.”

37
• Bharti Airtel crossed the 10 million customer mark in November 2004. In July last year, it crossed

the 25 million customer mark.

• The company added the next 25 million customers in just 14 months. This is amongst the fastest

rate of customer additions by any telecom company in the world.

• Mr. Manoj Kohli, President & CEO, Bharti Airtel added, “This is a very proud moment for us and

I would like to thank our 50 million customers for believing in Airtel. It is a tribute to our

commitment to provide best-in-class services to our customers and lead the market with exciting

innovations.As the market gets ready for the next wave of growth, we are committed to expanding

our telecom networks wider and deeper across the country and partner India’s growth story.”

• 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 SME segments. It is

readying to offer triple play to its customers with the launch of its IPTV service.

38
 Airtel has taken the lead on many occasions. It has been the first
• To launch Cellular service in Delhi on November, 1995.

• Operator to revolutionalize the concept of retailing with the inauguration of Airtel Connect

(exclusive showrooms) in 1995.

• To expand its network with the installation for second mobile switching centre in April, 1997 and

the first in Delhi to introduce the Intelligent Network Platform First to provide Roaming to its

subscribers by forming an association called World 1 Network.

• First to provide roaming facility in USA. Airtel has the largest

automatic roaming service "SMART ROAM"- National in 400 cities in India and "SMART

ROAM" - International in over 60 countries and 95 networks all over the world.

• It is also the first company to export its products to the USA.

AWARDS
• Bharti Airtel draws top honours at the mass Asia It excellence awards 2006

• Bharti Airtel among the top 10 best performing Companies in the world according to Business

week it 100 lists.

• Sunil Bharti Mittal is the “CEO of the year” at the frost and Sullivan Asia pacific awards 2006

And Bharti Airtel bags “wireless service Provider of the year” and “competitive service Provider

of the year”.

Bharti tele-ventures is the “best Indian Carrier” at the telecom Asia awards 2006

39
 CHAPTER :III

RESEARCH

METHODOLOGY

40
 RESEARCH METHODOLOGY

Methodology is a way to systematically solve the research problem. It may be understand as a

science of studying how research is done scientifically. Research Methodology is a step by step

Study of a problem. Physical activities involved in the study are:

• Used the standard questionnaire regarding the customer satisfaction towards airtel.

• Optimum respondents as a sample size are chosen for the activity to resemble the entire population.

• Get the questionnaire filled by the customers in the place through interview or personal interaction.

• Analysis of data on computer with special market research statistical package called SPSS.

In this research questionnaire is framed in such a way management wants to know how the

customers are taking things that they had done to them and to find out the expectation of the

customers thus it will impact in policy making of the firm in the current fiscal year.

.The methodology followed for conducting the study includes the specification of research design,

sample design, questionnaire design, data collection and statistical tools used for analyzing the

collected data.

41
 Research design:

The research design is the conceptual structure within which research is conducted. It constitutes

the blueprint for the collection, measurement and analysis of data.

Descriptive research: This study is descriptive in nature where the data is collected

through well structured questionnaire and from the information taken from the customers.

Sampling Design/Techniques:

Sampling is the process of selecting a sufficient number of elements from the population, so that

a study of the sample and an understanding of its properties or characteristics would make it

possible for us to generalize such properties or characteristics to the population elements.

Sampling design is to clearly define set of objects, technically called the universe to be studied.

The sampling design used in this study is probability sampling. Sampling technique used is Simple

Random sampling.

Population: Population for this research is set as costumers who are using AIRTEL

Sample size: The research was conducted in Delhi with 50 respondents.

42
 Data Collection Methods:

Collection of data includes both primary and secondary data. The researcher has collected both of

the above data. The data collected constitutes both primary and secondary data.

Primary data: Primary datum are collected through observation, direct communication with

respondent, and finally by distributing questionnaire to the employees using Random sampling technique

the employees are selected to fill the questionnaire.

Secondary Data: Secondary data is collected from the official record to obtain

information’s regarding the rate of absenteeism and the various reasons for absenteeism.

Statistical Tools Used:

The main statistical tools used for the collection and analyses of data in this Project are:

• Questionnaire

• Bar Diagrams

43
 BENEFITS OF THE STUDY

There are many benefits related to take this study. Some of the benefits to take this study are as

follows:-

• By analysing this information, the company would be able to better design schemes and services

& target right prospects needs and wants.

• More people will get aware about Airtel that will increase profit level of Airtel

• This study will help to identify behaviour of the customers when there are no offers and schemes

from Airtel

LIMITATIONS OF THE STUDY

• The study is restricted only to AIRTEL, Chennai respondents. The view of their other areas is not

taken.

• Few respondents answer was collected.

• Respondents concentrated where the customers of AIRTEL only.

• Since the researcher selected 50 sample sizes it is not sufficient to cover opinion of entire

population.

• Time duration in conducting the research is very low .

44
 CHAPTER IV:
ANALYSIS AND
INTERPRETATION
OF DATA

45
 DATA ANALYSIS & INTERPRETATION

Analysis & Interpretation:

The responses of the customers are valued in this analysis to find the satisfaction of the product.

The percentage analysis gives the percentage of the respondent’s satisfaction with regards to the

various components which drives them to buy the product.

Table No.3.1.1: Table showing the opinion on signalling at their area

Frequency Percentage (%)

Good signal 41 84

Bad signal 9 16

Total 50 100

46
 Chart No.3.1.1: chart showing the opinion on signal at their area

Interpretation:

The table shows that 84% consumers feel that signal of AIRTEL at their area is good, remaining

16% of them feel that signal is not good

Table No.3.1.2: Table showing the opinion on customer care services

Frequency Percentage (%)

Satisfied 34 68

Not satisfied 10 20

Never used 6 12

Total 50 100

47
 Chart No.3.1.2: Chart showing the opinion on customer care services

Interpretation:
The table shows that 68% of the customers are satisfied with the customer care services, where as

20% are not satisfied and the remaining 12% doesn’t use customer care services .

Table No.3.1.3: Table showing the opinion on customer care employee’s

response to customer’s questions

Frequency Percentage (%)

Good response 35 70

Bad response 15 30

Total 50 100

48
 Chart No.3.1.3: Chart showing the opinion on customer care employee’s

response to customer’s questions

Interpretation:
The table shows that 70% of the customers say that customer care employees response is good,

remaining 30% say that the employee’s response was bad and they were not satisfied

Table No.3.1.4: Table showing whether customers use INTERNET services

Frequency Percentage (%)

Using 26 65

Not using 14 35

Total 50 100

49
 Chart No.3.1.4: Chart showing whether they are using INTERNET services

Interpretation:
The table shows that 65% of the customers use internet remaining 35% doesn’t use internet

services

Table No.3.1.5: Table showing opinion on INTERNET services

Frequency Percentage (%)

Satisfied 24 60

Not satisfied 16 40

Total 50 100

50
 Chart No.3.1.5: Chart showing opinion on INTERNET services

Interpretation:
The table shows that 60% of the customers are satisfied with internet services remaining 40% are

not satisfied with internet services

Table No.3.1.6: Table showing number of times customers log into internet per day.

Once 5 12

Twice 7 18

More 14 35

Not even once 14 35

51
 Chart No.3.1.6: Chart showing number of times customers log into internet
per day

Interpretation:

The table shows that 35% of the customers are log into internet more than once per day, 18%

twice per day, 12% once per day and the remaining 35% do not use internet services

Table No.3.1.7: Table showing rating for internet speed

Frequency Percentage (%)

5 12

13 32

9 23

3 8

10 25

Total

52
 Chart No.3.1.7: Chart showing rating for internet speed

Interpretation:

The table shows that 12% rated 5-star, 32% rated 4-star, 23%rated 3-star, 8% using

2-star and the remaining 25% rated 1-star

Table No.3.1.8: Table showing Maximum recharge per month

Frequency Percentage

10-100 6 12

100-200 17 34

200-300 8 16

300-400 9 18

400-500 5 10

Above 500 5 10

Total 50 100

53
 Chart No.3.1.8: Chart showing Maximum recharge per month

Interpretation:
The table shows that 34% use 10-100, 16%use 100-200, 16% use 200-300, 18% use 300-400, 10%

use 400-500 and 10% use above 500

Table No.3.1.9: Table showing whether offers are used by customers

Frequency Percentage (%)

Used 38 78

Not used 11 22

Total 50 100

54
 Chart No.3.1.9: Chart showing whether offers are used by customers

Interpretation:
The table shows that 78% of the respondent use offers where as the remaining 22% doesn’t use

Table No.3.1.10: Table showing offers used by customers

Frequency Percentage

STD call cutter 10 20

Local call cutter 11 22

ISD call cutter 2 4

Message offer 20 40

Songs 5 10

Others 2 4

Total 50 100

55
 Chart No.3.1.10: Chart showing offers used by customers

Interpretation:
The table shows that 20 %are using STD call cutter, 22% is using local call cutter, 4% is using

ISD call cutter, 40% are using message offer, 10% are using songs and the remaining 4% are using

other offers

Table No.3.1.11: Table showing opinion on offers used by customers

Frequency Percentage (%)

Satisfied 35 70

Not satisfied 7 12

Neutral 8 16

Total 50 100

56
 Chart No.3.1.11: Chart showing opinion on offers used by customers

Interpretation:
The table shows that 70% are satisfied with offers, 12% are not satisfied and the remaining 16%

is neutral

Table No.3.1.12: Table showing up to date with current offers

Frequency Percentage (%)

Up to date 27 54

Not up to date 23 46

Total 50 100

57
 Chart No.3.1.12: Chart showing up to date with current offers

Interpretation:
The table shows that 54 % are up to date with offers and the remaining 46% are not up to date

Table No.3.1.13: Table showing whether they used other network Connection
other than AIRTEL
Frequency Percentage (%)

Used 29 58

Not used 21 42

Total 50 100

58
 Chart No.3.1.13: Chart showing whether they used other network

Connection other than AIRTEL

Interpretation:
The table shows that 58% used other network connections and the remaining 48% did not use

Table No.3.1.14: Table showing opinion on AIRTEL compared to other

connection.

Frequency Percentage (%)

Better 27 54

Not better 23 46

Total 50 100

59
 Chart No.3.1.14: Chart showing opinion on AIRTEL compared to other
connection

Interpretation:
The table shows that 54% feel that AIRTEL is better as compared to the other network connections

where as the other 46% feel the opposite

60
 CHAPTER V:
CONCLUSIONS AND
RECOMMENDATIONS

61
 CONCLUSIONS:

* In the conclude note of my research I am confident to say that the study gave an opportunity to

analyze various factors regarding customer satisfaction.

* 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.

62
 RECOMMENDATIONS:

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

• 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 min offer should be introduced

• Customers feel that compared to other network services offers provided are less

More slash in ISD rates

• 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

63
BIBLIOGRAPHY

64
 BIBLIOGRAPHY

Web sites:
www.wikipedia.com

managementhelp.org

airtelbroadband.in

www.customersatisfaction.com

www.google.com

www.markosweb.com

www.1000ventures.com

Magazines:
• India Today

• Business World

65
ANNEXURE

66
 QUESTIONNARE
AIRTEL -- CUSTOMER SATISFACTION
• Name:

• Sex : Female Male

• Age : 15-25 25-35 35-45 45-55 55-65 Above 65

• Address: _____________________________________________________

• Profession:

• student Business Pvt. employee Govt. employee others

• Is AIRTEL’s signal at your area is good?

Yes No

• Are you satisfied with our customer care services?

Satisfied Not satisfied Never used

• Does our customer care employees respond well for your questions

Good response Bad response Never used

• Do you use Internet services

Yes No Don’t know that internet connection was there

67
 If yes, are you satisfied with internet services: Yes No

• How many times do you login to internet per day:

Once twice more not even once

• Rate the internet speed

• Maximum recharge per month

10-100 100-200 200-300 300-400 400-500 Above 500

• Are you using any offers

Yes No

If yes, mark the offers you are using now

STD call cutter Local call cutter ISD call cutter

Message offer Songs others

• Are you satisfied with the offers

Satisfied Not satisfied never used

• Are you update with current offers

Yes No

68
• Did you use any other network connection other than AIRTEL

Yes No

• Do you feel AIRTEL is better than any other connections

Better Not better

• Any suggestions:__________________________________________________________

______________________________________________________________________________

________________________________________________

69