MINOR PROJECT ON STUDY OF CUSTOMER SATISFACTION

TOWARDS AIRTEL

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION
BATCH- 2021 - 2024

SUBMITTED BY: SUBMITTED TO:

HARSH BIDHURI Ms. PRATIBHA SINGH

UNIVERSITY ROLL NO. PROFESSOR

07750601721
0775060721

New Delhi Institute of Management

61, Tughlakabad Institutional Area, New Delhi – 6

1
 CERTIFICATE

I, Mr. HARSH BIDHURI, Enrollment No. 07750601721 certifies that the Minor
Project Report CUSTOMER SATISFACTION TOWARDS AIRTEL” is done by
me and it is an authentic work carried out by me at (THE HOUSE CARE). The
matter embodied in this has not been submitted earlier for the award of any degree
or diploma to the best of my knowledge and belief.

Signature of the student

Date:

Certified that the Minor Project CUSTOMER SATISFACTION TOWARDS

AIRTEL ” done by HARSH BIDHURI, Enrollment No.07750601721, is

completed under my guidance.

Signature of the Guide

Ms.PRATIBHA SINGH

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 ACKNOWLEDGEMENT

A truly independent project is a contradiction in terms. Every project

involves the contribution of many people. This project also bears the
imprints of many people and it is a pleasure to acknowledge all of them.

I take this opportunity to convey my heart filled thanks to my project

guide “Ms. PRATIBHA SINGH” who has been a source of guidance and

has rendered constant encouragement to complete this project.

I extend my gratitude to DDCM authorities, classmates and friends

who were helpful at every step.

Last but not the least would be falling short of duties if I don’t mention. My

sincere thanks to all the staff members for providing me with great help.

HARSH BIDHURI

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 TABLE OF CONTENT

CONTENTS PAGE
NO.

COVER PAGE 1

CERTIFICATE 2

ACKNOWLEDGEMENT 3

TABLE OF CONTENT 4

CHAPTER 1 INTRODUCTION 5-6

● Literature of Review
● Objective of the study
● Research Methodology 7-11
● Limitations of the study

CHAPTER 2 PROFILE OF THE ORGANIZATION 12-21

CHAPTER 3 ANALYSIS AND INTERPRETATION 22-32

CHAPTER 4 CONCLUSION AND 33-35

RECOMMENDATIONS

ANNEXURE
36-38
● Bibliography
● Questionnaire

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 Chapter - 1

INTRODUCTION

5
 INTRODUCTION

Airtel comes to you from Bharti Cellular

Limited - a part of the biggest private integrated telecom conglomerate,
Bharti Enterprises. 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. Apart from being the largest manufacturer of telephone

instruments in India, it is also the first company to export its products to the
USA. Bharti is the leading cellular service provider, with a footprint in 15
states covering all four metros and more than 7 million satisfied customers.
Bharti Tele-Ventures believes that the demand for mobile services in India
will continue to grow rapidly as a result of the following factors:
• Lower tariffs and handset prices over time;
• Growth in prepaid customer category;
• Greater economic growth and continued development ofIndia's economy;
• Higher quality mobile networks and services; and • Greater variety and
usage o f value added services

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1.1 literature of Review

Customer Satisfaction
Consumers can evaluate a product along several levels. Its basic
characteristics are inherent to the generic version of the product and are
defined as the fundamental advantages it can offer to a customer. Generic
products can be made distinct by adding value through extra features, such as
quality or performance enhancements.The final level of consumer perception
involves augmented properties, which offer less tangible benefits, such as
customer assistance, maintenance services, training, or appealing payment
options. In terms of competition with other products and companies,
consumers greatly value these added benefits when making a purchasing
decision, making it important for manufacturers to understand the notion of a
"total package" when marketing to their customers.Sensations can be defined
as the passive process of bringing information from the outside world into the
body and to the brain. The process is passive in the sense that we do not have
to be consciously engaging in a "sensing" process. Perception can be defined
as the active process of selecting, organizing, and interpreting the information
brought to the brain by the senses.

For example, when manufacturing automotive parts, a high-performing

product will provide the customer base with basic benefits, while adding
spare parts, technical assistance, and skill training will offer enhanced
properties to create a total package with increased appeal to consumers.

Perception is the process through which a person forms an opinion about the
various stimuli he receives from his sensory organs. In marketing, perception
is concerned with understanding how the consumer views a product or
service. The five senses of a person help him in this process
● To identify which cellular service they are using presently and try to
convert them.

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 ● To identify the type of connection plan that the consumers currently
have. (Postpaid, Prepaid, or Life time card)
● To find out the communication channels most used by the consumers to
know about Airtel.
● To analyze consumer perception and expectation towards Airtel. To
analyze the Reason and Purpose behind using Airtel.
● To find out the satisfaction level of customers towards Airtel.
Today, for any organization or firm to survive in this competitive world
depends on its ability to be dynamic and be different from the competition to
be unique in the industry. Customer Satisfaction helps every organization to
keep the existing customer and to build new customers. This research is
aimed at profiling the standard customer with an aim to increase the network
and improve company-customer relations. The information gathered through
this research can be used by the company to improve its services and become
more customer friendly. This can increase the goodwill of the company and
its overall performance.

1.2 Objective 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 o ft h e
services and offers provided
● To recommend measures for improving the product

1.3 Research Methodology

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Methodology is a way to systematically solve the research problem. It may be
understood 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:
● Developing the questionnaire regarding the customer satisfaction of the
product
● 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 a computer with a special market research
statistical package called SPSS.
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 questionnaire design had a closed question to find the respondents actual
feeling as well as their opinion rating about the satisfaction regarding the
product.
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.
Research Design
The project is more of a qualitative than quantitative study. The project aims
at the perception of consumers regarding the consumers.
Explorative Research: Explorative Research includes surveys and
fact-finding enquiries of different kinds. The major purpose of description of
the state of affairs it exists at present. In social science and business research

9
we quite often use the term ex post facto research for descriptive research
studies.
A Main characteristic of this method is that the researcher has no control over
the variables; he can only report what has happened or what is happening.
Data Collection Method
There are two types of data collection methods used:
1. Primary data collection
2. Secondary data collection
Primary data collection method:
Primary data is the data in which the researcher collects data through various
methods like interviews, surveys, questionnaires etc., to support the
secondary data. Primary data collected in this project is using the interview
and questionnaire.
Secondary data collection method:
Secondary data is data collected by someone other than the user. Common
sources of secondary data for surveys, organizational records and data
collected through qualitative methodologies or qualitative research.Secondary
data used in this project is records of Human Resource Department for the
service file of the separating staffs, various HR Journals, projects and
research papers of different scholars both national and international.
Sampling Design/Techniques:
TARGET POPULATION: - The Target population under this survey are the
consumers of mobile network providers. The target population is limited to
central Delhi.
S A M P L E S I Z E : - The sample size included 100 related people in
various different locations. Search process was done by interacting with a
number of customers during the activities performed, which included
markets, cold calling, canopies, etc. Sample design consists of
CONVENIENCE SAMPLING.

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Limitations
The project has been successfully completed with certain inherent limitations,
which are as follows:

● This Project report is based on the secondary sources for data collection
and no Primary data
● has been used, due to which there is lack of practical knowledge. Time
and work constraints were also there.
● Limited information & Respondent's unavailability.
● Time pressure and fatigue on the part of respondents and interviewers.
● Bar Diagrams
● Courtesy bias & the behavior of the customer while approaching them
to fill the questionnaire was unpredictable.
● Lack of customer's cooperation was a major constraint.
● Majority of the customers were too aggressive in nature.

1.4 Limitations of the study

The study is restricted only to AIRTEL, Delhi respondents. The view of
their other areas is not taken.
• Few respondents' answers were collected.
• Respondents concentrated where the customers of AIRTEL only.
• Since the researcher selected 50 sample sizes it is not sufficient to cover
the opinion of the entire population.
• Time duration in conducting the research is very low.

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Chapter - 2

Company Profile

12
Type Public

Traded as BSE: 532454

NSE: BHARTIARTL
BSE SENSEX
Constituent
NSE NIFTY 50
Constituent

ISIN INE397D01024

Industry Telecommunications

Founded [1]
7 July 1995; 28 years ago

Founder Sunil Mittal

Headquarte Nelson Mandela Road, New Delhi,

rs [1]
India

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Area Worldwide
served

Key people Sunil Mittal (Chairman)

Gopal Vittal (MD & CEO)

Products Fixed line telephone

Mobile telephony
Broadband
Satellite television
Payments bank
Digital television
Internet television
IPTV

Revenue ₹140,081.40 crore (US$18

[2]
billion) (2023)

Operating ₹17,230.50 crore (US$2.2

income [2]
billion) (2023)

Net income ₹8,345.90 crore (US$1.0

[2]
billion) (2023)

Total ₹446,633.20 crore (US$56

assets [2]
billion) (2023)

Total equity ₹77,562.90 crore (US$9.7

[2]
billion) (2023)

Owners Bharti Telecom (38.54%)

Singtel (10.51%)
Bharti Global (5.96%)
[3]
Free float (45%)

Members [4]
491.26 million

(March-2022)

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 Number of 48,600 (2022)
[4] Telecom company Bharti Airtel is the
employees
flagship company of Bharti
Enterprises. The businesses at Bharti
Subsidiarie Airtel India
s Airtel Payments Bank Airtel have been structured into three
Airtel digital TV individual strategic business units
Airtel Sri Lanka
Airtel Africa (SBU's)
Airtel-Vodafone (50%)
Robi (28.18%) .1 Mobile services
Wynk Music
.2 Broadband and telephone services
Website Bharti Airtel (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 corporates. Al these services are provided under the Airtel brand
Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. In its six years
of pursuit of greater customer satisfaction, Airtel has redefined the business
through marketing innovations, continuous technological upgradation of the
network, introduction of new generation value added services and the highest
standard o f customer care.
Bharti is the leading cellular service provider, with an all India footprint
covering all 23 telecom circles of the country. It has over 25 million satisfied
customers.
Bharti Airtel limited is a telecom M C headquartered in New Delhi India,
with a presence in 20 countries across the world it's the 4th largest telecom
company in the world in terms of subscribers base which was over 275
million as on July 2013. Airtel is also the largest telecom company in India
and the second largest in the country by subscriber base after China mobile.
Sunil Bharti Mittal is the head of Airtel. Airtel is the largest provider of
mobile telephony and second in terms of fixed telephony and also provides

15
broadband and DTH services. Airtel became the first Indian company to get
gold certification by CISCO.
Cellular telephony was introduced in India during the early 1990s. At that
time, there were only two major private players, Bharti (Airtel) and Essar
(Essar) and both these companies offered only post-paid services. Initially,
the cellular services market registered limited growth. Moreover, these
services were mostly restricted to the metros. Other factors such as lack of
awareness among people, lack of infrastructural facilities, low standard of
living, and government regulations were also responsible for the slow growth
of cellular phones.
B h a r t i ' sV i s i o n
By 2010 Airtel will be the most admired brand in India:
● Loved by more customers
● Targeted by top talent
● Benchmarked by more businesses
SWOT ANALYSIS
SWOT analysis is a strategic planning method used to evaluate strength
weaknesses, opportunity and threats involved in a project or in Business.
SWOT analysis will give us a quick review of an organization's current
status. SWOT analysis for Airtel in India:
STRENGTHS
● Cost advantage
● Current leaders in quality service
● Largest distribution network
● Ability to constantly innovate
● Highly skilled workforce
● Entrepreneurial zeal
● Airtel's increased equity and market cap.
WEAKNESSES
● To prove credibility

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 ● Price pressures
● Need for Government support Awareness
● Sales and Marketing
OPPORTUNITIES
● To sustain passion and commitment
● Airtel's market share increased at other service provider expense.
● Attain higher value services
● Collaborative business needs to be explored
● Vertical repeatable solutions.
● Low penetration level in rural markets.
THREATS
● Foreign investment
● Global trends moving from GPS to WLL.
● Lack of global parity in telecom tariff
● Other competition
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
o f more than Rs. 16,000 crores.
INTERNET INFRASTRUCTURE
Our Internet backbone involves state of the art high-end routers and switches
as may deployed on the best networks across the world to offer you reliable
service of unmatched quality. Three years back we had established a satellite
based gateway for internet access.This was the first gateway by a private
operator. Now we have established our fire gateway on Network i2i, first
private submarine cable owned by us and SingTel.
FIXED LINE INFRASTRUCTURE

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Our high quality fiber-based, fixed line networks in Delhi, Haryana, Tamil
Nadu, Kamataka, 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 networks to bring end-to-end voice and data
solutions.
LONG DISTANCE INFRASTRUCTURE
Our 25,000 km advanced fiber-optic cable long distance network covers
India's top 200 cities. And it powers the services of India's leading private
telecom service providers -cellular, fixed line and internet through Our Long
Distance Services.
AIRTEL BROADBAND
Bharti Televentures is the fixed line operator business of Airtel. In the recent
branding exercise, all the services have been offered under the Airtel brand.
Data is the next driver for growth. This is clear to the operators who have
belatedly realized the implications for having a pie in all the segments of
telecommunications. Hence Bharti ventured in the broadband market
ORGANIZATION STRUCTURE PARTNERS
The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside
Singapore, in the company. The company's mobile network equipment
partners include Ericsson and Nokia. In the case of the broadband and
telephone services and enterprise services (carriers), equipment suppliers
include Siemens, Nortel, Corning, among others. The Company also has an
information technology alliance with IBM for its group-wide information
technology requirements and with Nortel for call center technology
requirements. The call center operations for the mobile services have been
outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.
CORPORATE GOVERNANCE
Bharti Airtel Limited firmly believes in the principles of Corporate
Governance and is committed to conduct its business in a manner which will

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ensure sustainable, capital-efficient and long-term growth thereby
maximizing 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 the 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 reaffirmed by CRISIL on April 20,2006
PROMOTIONAL STRATEGY
After the liberalization of the Indian Telecom Sector in 1994, the Indian
cellular market witnessed a surge in cellular services. By 2005, there were a
total of 12 players in the market with the five major players being Bharti
Tele- Ventures Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL),
Hutchison-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 The cellular
industry were the youth segment and the business class segment. The youth
segment was the largest and fastest growing segment and was therefore
targeted most heavily by cellular service providers.
MILESTONE OF COMPANY

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● 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 the world to achieve this landmark
in a single country - within 143 months of start of operations. The 50
million customer base covers mobile as well as broadband & telephone
customers.
● In the mobile business, Bharti Airtel plans to make considerable
investments in Network expansion to establish presence in all census
towns and over 500,000 villages across India by 2010, thereby covering
95% of the country's total population. The company's strategic focus
will be on further strengthening the Airtel brand through best-in-class
customer service, which is backed by wide national distribution.
● In the Enterprise business, Bharti Airtel will invest substantially in the
long distance business to achieve the scale of a global carrier within the
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.

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CORPORATE SOCIAL RESPONSIBILITY OF BHARTI AIRTEL
● Bharti Foundation, a separate vehicle established in 2000 to lead the S
R agenda of Bharti Group of Companies.
● Bharti Airtel's response to Tsunami Disaster, Donated Rs. 1 Crore to
the Prime Minister's Relief Fund.
● Bharti Airtel during Mumbai Floods: Bharti Airtel employees climbed
up the towers to restore the networks so that our customers could
conveniently reach its employees.
Achievements
● First to launch Cellular service in November 1995.
● First operator to revolutionize the concept of retailing with the
inauguration of AirTel Connect (exclusive showrooms) in 1995.
● First to introduce a push button phone in India.
● It is also the first company to export its products to the USA

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Chapter - 3

Analysis &
interpretation of data

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32
Chapter - 4

Conclusion and
Recommendation

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 CONCLUSION

● Airtel is a very successful brand in India as it covers a wide network

and is still one of the best still in network coverage and stands one of
the best networks in the world and has covered major of the population
coverage.
● There is still scope of improvement as some of the rural and remote
areas are not yet covered by any service provider and the company is
shifting its focus towards them as well to reach a wide area and
generate loyal customers.
● Business houses are the major users of Airtel as it is better than all
other networks in broadband coverage and plans are better than any.
● Airtel focuses on its customer's satisfaction but it can provide some
more relaxation to its users and provide some more incentives for its
dealers so that they can be more loyal towards the company and market
it better.
● Company is undertaking extensive promotional activities like
advertisements released in different Mediums to create brand
awareness in target pulling areas like campuses etc. Free samples
should be distributed among the prospects like free recharge or sims &
sales promotion tools like gifts, contests and coupons must be given to
retailers as well as customers and prospects. Catalogs should be
distributed among customers.
● The company is focusing more on the Youth & the untapped areas
of the country like rural areas to hold a strong position in the
country and prosper further.
● Company has shifted to its concern to one of the most influential target
market i.e. YOUTH as population concern more on the youth as they
consist majority of the population in the country and are most spenders
in today's age.

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● Airtel provides value added packs for its heavy users to retain them as
postpaid connections are on the rise as compared to prepaid.

RECOMMENDATION

● Following are the few suggestions to AIRTEL for improving the

market share and image of the products concerned.
● Modification must be brought about in AIRTEL, in terms of quality. Its
demand should be increased and provide its consumer with value added
services to retain them.
● In today's age the brand must focus on other areas to market it like
Malls, theaters and crowded areas to get attention and market it and
gather audience interest.
● Most of the respondents are satisfied with the services provided by
Airtel to mobile user steps to be taken to make customers more
satisfied but many are still not aware of phone plus facility and steps
are to be taken to popularize it.
● Many of the respondents are not satisfied with the features provided to
prepaid users as compared to Landline users.

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 ANNEXURE

Bibliography
In this project report, while finalizing and for analyzing quality problems in
detail the following Books, Magazines/Journals and Web Sites have been
referred to. All the material detailed below provides effective help and a
guiding layout while designing this text report.

Books:
● CR. Kothari (2004): Research Methodology Methods & Techniques",
New Age International Publishers, New Delhi, 2nd Edition.
● Richard I Levin, David S. Rubin (2004): „Statistics for Management '',
Prentice Hall of India Private Limited, New Delhi, 7th Edition.
● Principles of Marketing - Philip Kotler & Kevin keller edition 12
● Market Research -D.D. Sharma

Web sites:
● www.wikipedia.com
● www.Airtelworld.com
● http://en.wikipedia.org/wiki/Bharti_Airtel
● http://www.airtel.in/
● http://managementhelp.org/customer/satisfy.htm
● http://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home
● http://www.customersatisfaction.com/
● http://www.markosweb.com/www/airtel.in/

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● http://www.1000ventures.com/business_guide/crosscuttings/customer_
satisfaction.html

Questionnaire

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