TABLE OF THE CONTENTS

CHAPTER CHAPTER TITLE PAGE NO

NO

I INTRODUCTION AND COMPANY PROFILE

II
REVIEW OF LITERATURE

III RESEARCH METHODOLOGY

IV DATA ANALYSIS AND INTERPRETATION

V FINDINGS AND

SUGGESTION,

CONCLUSION

BIBLIOGRAPHY

ANNEXURE(QUESTIONNAIRE)
 CHAPTER-I

INTODUCTION AND COMPANY PROFILE

1.1 INTRODUCTION :

AIRTEL is a central public sector undertaking headquartered in New

Delhi, India. It is under the ownership of the Department of Telecommunications,
Ministry of Communications, Government of India. It was incorporated on 1 October
2000 by the Government of India. Its top official is designated as SUNIL BHARTI
MITTAL Director who is a central government civil servant of the Indian
Communication Finance Service cadre or a central government engineer of the Indian
Telecommunications Service cadre. It provides mobile voice and internet
services through its nationwide telecommunications network across India. It is
the largest government- owned-wireless telecommunications service provider in India.
1.2 HISTORY OF THE COMPANY:
SUNIL BHARTI MITTAL Limited is India's government
enterprise and its history can be traced back to the British India. The foundation of
telecom network in India was laid by the British sometime during the 19th century.
During the British era, the first telegraph line was established between Calcutta and
Diamond Harbour in 1850. The British East India Company started using the
telegraph in 1851 and until 1854 telegraph lines were laid across the country. In 1854,
the telegraph service was opened to the public and the first telegram was sent from
Mumbai to Pune. In 1885, the Indian Telegraph Act was passed by the British
Imperial Legislative Council. After the bifurcation of Post and Telegraph department
in the 1980s, the creation of Department of Telecom eventually led to the emergence
of the government owned telegraph and telephone enterprise which led to the
foundation of AIRTEL.

For 160 years, AIRTEL had operated the public telegram service. In 2010 the telex
network between its 182 offices was replaced with the "Web Based Telegram
Messaging System" which relied on internet connections rather than telex lines (which
are more reliable where power outages are more common). This led to a decline in
service, and the company applied the title "diminished service" to telegrams in 2010.
Finally on 15 July 2013 the public telegram service was shut down completely.
1.3 COMPANY PROFILE:

Type Central Public Sector Undertaking

Industry Telecommunications
Founded 15 September 2000; 23 years ago

Headquarters New Delhi, India

Area served India

Key people GOPAL MITTAL
(cabinet minister for communication)
, ICFS
(chairman & MD)

Service Fixed line telephone

Mobile phone
Broadband
Internet television
IPTV

Owner Department of telecommunication,

Ministry of communication,
Government of India.
Revenue ₹18,595 crore (US$2.3 billion) (2022-23)

1.4 THE BEGINNING:

It was incorporated on ( 1 October 2000 ) by the Government of

India. Its top official is designated as Chairman and Managing Director who is a
central government civil servant of the Indian Communication Finance Service cadre
or a central government engineer of the Indian Telecommunications Service cadre.
 CHAPTER-Ⅱ

REVIEW OF LITERATURE

 Rust and Oliver (2022) defined “Service Quality: Insights and Managerial
Implications from the Frontier”, satisfaction as the “customers’ fulfillment
response”, which is an evaluation as well as on emotion based response to a
service.

 Jones T.O and Sasser W. E (2019) stated that “Achieving Customer

Satisfaction is the Main Goal for Most Service Firms Today”. Increasing
customer satisfaction has been shown to directly affect companies’ market
share, which leads to improved profits, positive recommendation, lower
marketing expenditures and greatly impact the corporate image and survival.

 Bryant et al. (2019) conducted “crossing threshold” a study on 400 companies

using the American Customer Satisfaction Index (ACSI) and demonstrated that
there is significant relationship and consistent differences in the levels of
satisfaction among demographic groups: Sex – positively related to satisfaction
and female customers are more satisfied than the male customers. Females of
all ages are more satisfied than the male.

Women are more involved with the process of purchase and possibly use the
mobile phone more for relational purposes (social network device) while men
use it for functional purposes (businesses, sales, etc) Age – positively related to
satisfaction but the relationship is not a straight line. Satisfaction increases with
age. The major increase in satisfaction is seen within the age 55 and over. The
higher the income is, the lower the satisfaction level. Location (type of area) is
also positively related to satisfaction.
 Bloomer et al., (2018) identified “The Relationship between the Perceived
Service Quality, Service Loyalty and Switching Costs” the base services in GSM
sector are coverage of calling area, value-added services, customer support
services, the supplier’s services of the operator and services of the operator and
services in campaigns. The study also identified the significant impact of
perceived service quality in the GSM sector on consumer loyalty.

 Palvia and Palvia (2018) found out that An examination of the IT Satisfaction
of Small Business Users”, age is a significant determinant of satisfaction with
the information technology industry. In his research on customer satisfaction
with airline services reported also that gender, occupation, education, and
marital status have significant influence on customer satisfaction, while age
and household income had no significant influence.

 Cronin et al., (2018) assessed that “Effects of Quality, Value, Consumer

Satisfaction on Consumer Behavioural Intentions In Service Environment”,
service satisfaction using items that include interest, enjoyment, surprise,
anger, wise choice, and doing the right thing. In the present study, the customer
satisfaction on the mobile phone service is measured at five point scale.

 Gerpott, et al., (2017) studied “Customer Retention, Loyalty and Satisfaction

in the German Mobile Cellular Telecommunication Market”. They found that
the three constructs, customer satisfaction, customer loyalty and customer
retention are different. Customer satisfaction drives customer loyalty, which in
turn has an impact on customer retention
 Debnath (2008) this study explains that the prime focus of the service
providers is to create a loyal customer base by benchmarking their
performances and retaining existing customers in order to benefit from their
loyalty. With the commencement of the economic liberalization in 1991, and
with a view to expand and improve telecom infrastructure through the
participation of the private sector, the Government of India permitted foreign
companies holding 51 percent equity stake in joint ventures to manufacture
telecom equipment in India.

 M.Gurusamy, A.Velsamy and Dr.N.Rajasekar (2012) in their study

examines the customer satisfaction level towards AIRTEL landline services;
the influence of demographic variables of the respondents; usage level of
various AIRTEL schemes; the operational performance; the major purpose of
descriptive research is description of state of affairs, as it exists at present.
Simple random sampling method is used to collect data. The size of the sample is
200.

 D. Srinivasa Prasad and S.Gangadhara Rama Rao (2012) in their study

attempts to analyse the AIRTEL consumer problems and their perceptions
about services of the company. The study is based on both Primary and
Secondary data. A sample of 450 customers was selected using quota sampling.
A structure questionnaire was designed and conducted the survey of the
customers of BSNL, to obtain the result. In majority of the cases consumers are
adverse about the services offered by the AIRTEL.
 Dr. Sreeekumar D Menon (2014) in his study examines the various aspects of
customer behaviour especially satisfaction, causes, reason, its impacts in
telecom sector with suggestions. Data for the study collected by the structured
questionnaire in the houses of seventh and fifteenth ward of Pampady grama
panchayath of Kottayam district in Kerala. The size of the sample is 100. The
research concludes that it is a must for the firm to improve its services to
maintain its current customers and also give intensive training for the staff in
service department.
 CHAPTER-Ⅲ

RESEARCH METHODOLOGY

3.1 SIGNIFICANCE OF THE STUDY:

A research design is the arrangement of conditions for collection

and analysis of data in a manner that aims to combine relevant to the research purpose
with economy in procedure. Decisions regarding what, where, when, how much, by
what means concerning an inquiry or a research study constitute a research design. A
research process consists of stages or steps that guide the project from its conception
through the final analysis, recommendations and ultimate actions. The research
process provides a systematic, planned approach to the research project and ensures
that all aspects of the research project are consistent with each other.

3.2 OBJECTIVES OF THE STUDY:

 To study the overview of AIRTEL in Thiruthuraipoondi city

 To determine customer preferences of landline and mobile services in
Thiruthuaipoondi city.
 To evaluate the customer satisfaction level for mobile services as well as
landline services in Thiruthuraipoondi city.
 To analyse the customer opinion and satisfaction with specific reference to
BSNL in Thiruthuraipoondi city.
 To suggest some guidelines for AIRTEL in order to provide better
focused services Thiruthuraipoondi city.
3.3 COLLECTION OF DATA:

1. Primary data
2. Secondary data

1. PRIMARY DATA :
The primary data are collected through the help of the structured
questionnaire prepared by the researcher. The questions were in the form of
multiple choices.

2. SECONDARY DATA :
The secondary data are usually of two types Internal and External.

 Internal records of the company are used as the point of the marketing
research. This includes information about the product being researched,
its history, company‘s background, market share, and competitors
‘information. These types of information were collected from the
marketing department, sales department and corporate cell for marketing
intelligence in the company.

 External secondary data contains information available from public

sources such as business newspapers, business magazines. A prominent
source of data is the CMIE or Centre for Monitoring Indian Economy,
which publishes monthly reports on various aspects of Indian economy
and Industry.
3.4 SAMPLING PLAN:

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

3.5 SAMPLING SIZE:

In this project a sample size of 50 individuals was chosen for the study.
 CHAPTER-Ⅳ

DATA ANALYSIS AND INTERPRETATION

TABLE NO 4.1

TABLE SHOW THE TYPE OF TELECOM CONNECTIONS

USE BY USER

OPTIONS NO OF RESPONDENTS PERCENTAGES%

BHARTI AIRTEL 10 20%

RELIANCE JIO 10 20%

BSNL 25 50%

VODAFONE IDEA 3 6%

OTHERS 2 4%

TOTAL 50 100%

ANALYSIS :

From the above it is clear that 20% of the respondents use BHARTI
AIRTEL, 20% of the respondents use RELIANCE JIO, 50% of the respondents use
BSNL, 6% of the respondents use VODAFONE IDEA, 4% of the respondents use
OTHERS.
INTERPRETATION:

It clearly shows that customer are not attracted to only one particular
telecom communication due to variants available and because the AIRTEL are the
newly release features they are faster network.

CHART NO 4.1

CHART SHOW THE TYPE OF TELECOM CONNECTIONS

USED BY USER

60

50

40

30

20

10

0
BHARTI AIRTEL RELIANCE JIO BSNL VODAFONE IDEA OTHERS

NO OF RESPONDENTS
PERCENTAGE%
 TABLE NO 4.2

TABLE SHOW THE OCCUPATION STATUS AIRTEL TELECOM

COMMUNICATION

OCCUPATION NO OF PERCENTAGE%
STATUS RESPONDENTS

GOVERNMENT 26 52%
EMPLOYEE

PRIVATE EMPLOYEE 5 10%

PROFESSIONAL 9 18%

SELF EMPLOYEE 10 20%

TOTAL 50 100%

ANALYSIS:

From the above it is clear that 52% of respondents GOVERNMENT

EMPLOYEE USED, 10% of respondents PRIVATE EMPLOYEE, 18% of
respondents PROFESSIONAL, 20% of respondents SELF EMPLOYEE.

INTERPERTATION:

This table show telecom mostly used GOVERNMENT EMPLOYEE and

others are used various telecom.
 CHART NO 4.2

CHART SHOW THE OCCUPATION STATUS AIRTEL

TELECOM COMMUNICATION

60

50

40

30

20

10

0
GOVERNMENT PRIVATE EMPLOYEE PROFESSIONAL SELF EMPLOYEE
EMPLOYEE

NO OF RESPONDENTS
PERCENTAGE%
 TABLE NO 4.3

TABLE SHOW THE SOURCE OF EDUCATION STATUS USE

AIRTEL SERVICE

EDUCATIONAL NO OF RESPONDENTS PERCENTAGE%

STATUS

PRIMARY EDUCATION 20 40%

SSLC/+2 19 38%

COLLAGE EDUCATION 11 22%

TOTAL 50 100%

ANALYSIS:

From the above it is clear that 40% of respondents PRIMARY

EDUCATION, 38% of respondents SSLC/+, 22% of respondents COLLAGE
EDUCATION use AIRTEL TELECOM.

INTERPERTATION:

It is clear that mostly respondents in COLLAGE EDUCATION and others

are rarely used the other education status.
 CHART NO 4.3

CHART SHOW THE EDUCATION STATUS AIRTEL SERVICE

45

40

35

30

25

20

15

10

0
PRIMARY EDUCATION SSLC/+2 COLLAGE EDUCATION

NO OF RESPONDENTS
PERCENTAGE%
 TABLE NO 4.4

TABLE SHOW THE SOURCE OF AWEARNESS FOR CUSTOMER

WHILE BUYING THEIR AIRTEL TELECOM

MEDIA NO OF PERCENTAGE%
RESPONDENTS

NEWSPAPER 10 20%

MAGAZINES 8 16%

FRIENDS 7 14%

ROADSHOW 6 12%

TV ADS 15 30%

WEBSITES 4 8%

TOTAL 50 100%

ANALYSIS:
As we can see here the major promotional tool which is influencing the
customers is TV ADS and NEWSPAPER which is around 30% and 20% respectively,
after that the source of awareness among customers is a mixed response where in 16%
from MAGAZINES, 14% each from FRIENDS, 12% of respondents of
ROADSHOW, and rarely show in respondents in website 8%.
INTERPERTATION:

It clearly shows that advertisements are rarely recalled and are highly
ineffective amongst NON-AIRTEL users, The AIRTEL should concentrate on its
advertising campaign to reach customers.

CHART NO 4.4

CHART SHOW THE SOURCE OF AWEARNESS FOR CUSTOMER WHILE

BUYING THEIR AIRTEL TELECOM

35

30

25

20

15

10

0
NEWSPAPERMAGAZINES FRIENDS ROADSHOW TV ADS WEBSITES

NO OF RESPONDENTS
PERCENTAGE%
 TABLE NO 4.5

TABLE SHOW THE SOURCE OF AGE VARIENTS BUY RESPONDENTS

OF AIRTEL TELECOM COMMUNICATION

AGE VARIENTS NO OF RESPONDENTS PERCENTAGES%

BELOW 27 YEARS 6 12%

27 TO 35 YEARS 9 18%

ABOVE 35 YEARS 35 70%

TOTAL 50 100%

ANALYSIS:

The above table show 70% of respondents age varients ABOVE 35 YEARS
mostly buy AIRTEL TELECOM and other buy another telecom coverage, 27 TO 35
YEARS are respondents 18% and BELOW 27 YEARS age varients are respondents
12%.

INTERPERTATION:

It is clearly show the below 27 years rarely buy young age gender in AIRTEL
TELECOM and older age gender are mostly buy this telecom.
 CHART NO 4.5

CHART SHOW THE AGE VARIENTS RESPONDENTS BUY

AIRTEL TELECOM COMMUNICATION

80

70

60

50

40

30

20

10

0
BELOW 27 YEARS 27 TO 35 YEARS ABOVE 35

NO OF RESPONDENTS
PERCENTAGE%
 TABLE 4.6

TABLE SHOW THE GENDER AND OVERALL USERS TOWARDS

AIRTEL TELECOM

NO OF RESPONDENTS PERCENTAGE%
GENDER

MALE 23 46%

FEMALE 27 54%

TOTAL 50 100%

ANALYSIS:

From the table show FEMALE Gender mostly used AIRTEL

TELECOM, 54% of respondents in female and 46% of respondents in male gender.

INTERPERTATION:

It is clearly a male gender has mostly choose another type telecom service.
 CHART NO 4.6

CHART SHOW THE GENDER RESPONSDENTS OF AIRTEL TELECOM

60

50

40

30

20

10

0
MALE FEMALE

NO OF RESPONDENTS
PERCENTAGE%
 TABLE 4.7

TABLE SHOW THE SOURCE OF RESPONDENTS MONTHLY

AVERAGE BILL

OPINION POOL NO OF RESPONDENTS PERCENTAGE%

BELOW RS.200 20 40%

RS. 200-500 16 16%

RS. 500-700 7 14%

RS. 700-1000 5 10%

RS. 1000-1200 2 4%

TOTAL 50 100%

ANALYSIS:

The total sample size was 50 outlets in our analysis we has been 40%
opinioned that their average bill is BELOW 200, 16% opinioned that their average
bill is BETWEEN 200-500, 14% opinioned that their average bill is BETWEEN 500-
700, 10% opinioned that their average bill is BETWEEN 700-1000, 4% opinioned that
their average bill is BETWEEN 1000-1200.
INTERPERTATION:

Most of the people opinioned choose the monthly bill paid BELOW 200
monthly plan and rarely selected other monthly bill package.

CHART NO 4.7

CHART SHOW THE SOURCE OF RESPONDENTS MONTHLY

AVERAGE BILL

45

40

35

30

25

20

15

10

BELOW RS.200 RS.200-500 RS.500-700 RS.700-1000 RS.1000-1200

NO OF RESPONDENTS
PERCENTAGE%
 TABLE NO 4.8

TABLE SHOW THE SATISFACTION LEVEL TOWARDS COVERAGE OF

AIRTEL

OPINION POOL NO OF RESPONDENTS PERCENTAGE%

HIGHLY SATISFIED 22 44%

SATISFIED 15 30%

NEUTRAL 5 10%

DIS-SATISFIED 8 16%

TOTAL 50 100%

ANALYSIS:

From the above table, it show that 44% of the respondents that the coverage
of AIRTEL is HIGHLY SATISFIED, 30% of the respondents that the coverage of
AIRTEL is SATISFIED, 10% of the respondents that the coverage of AIRTEL is
NEUTAL, 16% of the respondents that the coverage of AIRTEL is DIS-SATISFIED

INTERPERTATION:

It is clearly show we can conclude that majority were opinioned that, the
coverage of BS AIRTEL NL is HIGHLY SATISFIED.
 CHART NO 4.8

CHART SHOW THE SATISFACTION LEVEL TOWARDS COVERAGE OF

AIRTEL

50

45

40

35

30

25

20

15

10

HIGHLY SATISFIED SATISFIED NEUTRAL DIS-SATISFIED

NO OF RESPONDENT
PERCENTAGE%
 TABLE NO 4.9

TABLE SHOW THE INTERNET CONNECTION OF AIRTEL MOST

PREFER

OPINION NO OF RESPONDENTS PERCENTAGE%

DAIL-UP ( SANCHER 13 26%

NET)

DAIL-UP (NET ONE) 4 8%

BROADBAND 27 54%

OTHER 6 12%

TOTAL 50 100%

ANALYSIS:

From the above table, it shows that 54% of the respondents opinioned that,
they using broadband, 26% of the respondents opinioned that, they using dial-up
(sanchar net), 8% of the respondents opinioned that, they using dial-up (net one).

INTERPERTATION:

It is clearly show the majority of people using Broadband connection of

BSNL.
 CHART NO 4.9

CHART SHOW THE INTERNET CONNECTION OF AIRTEL PREFER

MOST

60

50

40

30

20

10

0
DAIL-UP(SANCHAR DAIL-UP(NET ONE) BROADBAND OTHER
NET)

NO OF RESPONDENT
PERCENTAGE%
 TABLE NO 4.10

TABLE SHOW THE RESPONDENTS LEVEL OF SATISFACTION ABOUT

THE COMPANY

RESPONSE FOR NO OF RESPONDENTS PERCENTAGE%

SATISFACTION

YES 28 56%

NO 22 44%

TOTAL 50 100%

ANALYSIS:

The above table shows that 76% of the respondents accept that the company
takes action towards the complaints lodged buy the customers and 24% disagree for
the same. Also satisfaction level is 69% by respondents and 31% are not satisfied.

INTERPERTATION:

Most of the respondents agree that the takes action towards the complaints
lodged by the customers and also the satisfaction level of the customers is very high.
This shows AIRTEL checks the complaints registered by their customers on
regular basis to maintain its brand value.
 CHART NO 4.10

CHART SHOW THE RESPONDENTS OPINION AND LEVEL

SATISFACTION ABOUT THE COMPANY

60

50

40

30

20

10

0
YES NO
NO OF RESPONDNETS
PERCENTAGE%
 CHAPTER-V

FINDING AND SUGGESTION, CONCLUSION

FINDINGS

1. Most of the people choose AIRTEL, because this telecom communication is

owned by Govt. of the India and the AIRTEL are newly released new features
they are faster network.

2. The respondents are mostly GOVERNMENT EMPLOYEE, they are highly

used AIRTEL telecom, and the satisfaction of the telecom.

3. Majority of respondents in PRIMARY EDUCATION (40%) and other

education students use other network, because this telecom has been low cost
of the recharge package.

4. Advertisements are rarely recalled and are highly ineffective amongst other
telecom. The AIRTEL telecom should concentrate on its advertising campaign
to reach the customers.
5. An analysis of the demographic profile of the customers is done. An analysis of
the demographic profile of the customers is done. income and education. 70%
of the respondent are between the age group of Above 35 years

6. It is clearly showed the majority of the FEMALE gender used AIRTEL telecom.

7. An respondents are highly monthly average bill in BELOW RS.200, this

package is very cheap and most valuable package in bsnl so all respondents are
recharge this package.

8. A good majority of respondents 44% where ―Highly Satisfied‖ with the

Connectivity of AIRTEL while the least 10% where ―Dissatisfied‖ with the
connectivity of AIRTEL

9. In internet connections most of the people using broadband connections some

people only using dial-up (Sanchar net) and dial-up (net one).

10. The company is mostly takes action towards the complaints lodged by the
customers and also the satisfaction level of the customers is very high the
complaints registered by their customers on regular basis of brand value.
 SUGGESTIONS

 From the research study, it has been found out that the customers are very
particular about the quality of the Telecom services and hence they want
AIRTEL to increase the quality of AIRTEL services by providing the
customers an attractive instrument with new wiring connections.

 AIRTEL may also introduce some sales promotion such as cash discounts
quality offers hence the promotional activities would further strengthen the
market share of the Company.

 AIRTEL may reduce the monthly rentals and also the service tax.

 Caller Id‘s should be provided immediately after the customer’s requisition.

 Customer care of AIRTEL needs improvement with respect to the call

handling management.

 AIRTEL may reduce the internet charges.

 Customers should be more educated with AIRTEL services & tariffs.

 AIRTEL should bring out a variety of schemes that would satisfy all
segments of the market.

 The customer care of AIRTEL should be tremendously improved by making

the customer care personnel very friendly in their approach to the customer.
 CONCLUSION

The study” The customer perception of mobile phone service providers in Coimbatore
telecom district with special reference to AIRTEL” has brought to the surface many
gray areas where the AIRTEL needs to pay attention. It has also revealed certain
things which AIRTEL can feel good about. AIRTEL has to mainly focus on
improving its customer care, increasing its bill payment centers and implementing a
variety of new attractive promotional campaigns to attract a huge crowd.The network
coverage, roaming and reliability of AIRTEL has been the mantra of AIRTEL services
apart from the pricing. The study also authentically proved that all the factors
mentioned so far needed to be improved on a continuous basis in order to overcome
its competitors. Due to liberalization, privatization and globalization, the competition
among companies increased. So, it is a must for the firm to improve its services to
maintain its current customers and also give intensive training for the staff in service
department. The coming days are very competitive for telecommunications sector
industries. So the companies in the field must be vigilant and competitive for
maintaining and improving the market. I also understood about their competitors and
their nuances in understanding their customers. Since communication industry is very
competitive one it is high time for AIRTEL to understand about their customers in
landline as well as Mobile services.
 BIBLIOGRAPHY

BOOKS:

 Kotler, P (2002), Marketing Management, Millennium Edition, Tenth

Edition, Prentice Hall, Inc, A Pearson Education Company, Upper
SaddleRiver, New Jersey , pp.

 Biplab S.Bose (2007), Marketing Management, First Addition,

Himalaya Publishing House.

 Dr.S.L.Guptha ―Brand management‖ (An Indian Perspective),

Himalaya publishing house.

WEBSITE:

 www.airtelidia.com
 www.airtel.co.in
 www.wikipedia.org
 ANNEXURE
(QUESTIONNAIRE)

1. NAME:

2. Which type of telecom communication presently you have?

a. Bharti airtel b. Reliance jio c. Bsnl

d. Vodafone idea e. Others

3. What is your occupation?

a. Government employee b. Private employee

c. Professional employee d. Self employee

4. What is your Education status?

a. Primary education b. SSLC/+2

c. Collage education

5. Please specify your source of awareness of bsnl telecom while buying?

a. Newspaper b. Magazines c. Friends

d. Roadshow e. Tv ads f. Website

6. What is your age different?

a. Below 27 years b. 27 to 35 years c. Above 35 years

7. What is your gender?

a. Male b. Female

8. What is your monthly recharge bill?

a. Below rs.200 b. rs.200-500 c. rs.500-700

c. rs.700-1000 d. rs.1000-1200

9. What is your satisfaction level towards coverage of bsnl?

a. Highly satisfied b. Satisfied c. Neutral

c. Dissatisfied

10. If yes, which internet connection of AIRTEL do you prefer most?

a. Dail-up (sanchar net) b. Dail-up (net one) c. Broadband

c. Others
11. How do you feel about the customer care in AIRTEL?

a. Yes b. No