CUSTOMER RELATIONSHIP

MANAGEMENT IN AIRTEL
ASummerTrainingProjectReport
SubmittedInPartial
FulfillmentoftheRequirementsfortheDegree

Of
MASTERSINBUSINESSADMINISTRATION

SUBMITTED BY:Raghvendra Singh

1424070041

SUBMITED TO.
Prof. Prashant Tomar
(H.O.D.)

Introduction

TelecomgiantBhartiAirtelistheflagshipcompanyofBhartiEnterprises.TheBhartiGroup,hasadiversebusiness

portfolioandhascreatedglobalbrandsinthetelecommunicationsector.Bhartihasrecentlyforayedintoretailbusinessas
BhartiRetailPvt.Ltd.underaMoUwithWal-Martforthecash&carrybusiness.Ithassuccessfullylaunchedan
internationalventurewithELRothschildGrouptoexportfreshagriproductsexclusivelytomarketsinEuropeandUSA
andhaslaunchedBhartiAXALifeInsuranceCompanyLtdunderajointventurewithAXA,worldleaderinfinancial
protectionandwealthmanagement.

AirtelcomestoyoufromBhartiAirtelLimited,Indiaslargestintegratedandthefirstprivatetelecomservicesprovider

withafootprintinallthe23telecomcircles.BhartiAirtelsinceitsinceptionhasbeenattheforefrontoftechnologyand
hassteeredthecourseofthetelecomsectorinthecountrywithitsworldclassproductsandservices.Thebusinessesat
BhartiAirtelhavebeenstructuredintothreeindividualstrategicbusinessunits(SBUs)-MobileServices,Airtel
TelemediaServices&EnterpriseServices.Themobilebusinessprovidesmobile&fixedwirelessservicesusingGSM
technologyacross23telecomcircleswhiletheAirtelTelemediaServicesbusinessoffersbroadband&telephoneservices
in94cities.TheEnterpriseservicesprovideend-to-endtelecomsolutionstocorporatecustomersandnational&
internationallongdistanceservicestocarriers.AlltheseservicesareprovidedundertheAirtelbrand.

Objectiveofstudy
BhartiAirtel
TelecomgiantBhartiAirtelistheflagshipcompanyofBhartiEnterprises.TheBhartiGroup,hasadiversebusiness
portfolioandhascreatedglobalbrandsinthetelecommunicationsector.Bhartihasrecentlyforayedintoretailbusinessas
BhartiRetailPvt.Ltd.underaMoUwithWal-Martforthecash&carrybusiness.Ithassuccessfullylaunchedan
internationalventurewithELRothschildGrouptoexportfreshagriproductsexclusivelytomarketsinEuropeandUSA
andhaslaunchedBhartiAXALifeInsuranceCompanyLtdunderajointventurewithAXA,worldleaderinfinancial
protectionandwealthmanagement.
AirtelcomestoyoufromBhartiAirtelLimited,Indiaslargestintegratedandthefirstprivatetelecomservicesprovider
withafootprintinallthe23telecomcircles.BhartiAirtelsinceitsinceptionhasbeenattheforefrontoftechnologyand
hassteeredthecourseofthetelecomsectorinthecountrywithitsworldclassproductsandservices.Thebusinessesat
BhartiAirtelhavebeenstructuredintothreeindividualstrategicbusinessunits(SBUs)-MobileServices,Airtel
TelemediaServices&EnterpriseServices.Themobilebusinessprovidesmobile&fixedwirelessservicesusingGSM
technologyacross23telecomcircleswhiletheAirtelTelemediaServicesbusinessoffersbroadband&telephoneservices
in94cities.TheEnterpriseservicesprovideend-to-endtelecomsolutionstocorporatecustomersandnational&
internationallongdistanceservicestocarriers.AlltheseservicesareprovidedundertheAirtelbrand.

ResearchMethodology

Asweknowinmakinganyprojectoneshouldneedsomereferencesfromwherethedatacanbecollected.

Ihavecollectthedatafromvariousresources.

PRIMARYDATA:

SinceIamtheoneoftheoldestcustomerofairtel.Imintouchwiththecustomercarefrequently,Iam

wellawareofwheretheshoepinches.AsastudentofMBA,Iknowwhatandhowmaterial/datais
requiredtobecollectedtoformafirmbasisformystudy.Withreferenceofmyfriendsandsomeofthe
peoplefromairtelIhadaccesstorelevantrecordsalreadymaintainedforobtainingtheirviewpoint&
guidanceandsupporttogiveshapetomyproject

SECONDARYDATA:

A:NEWSPAPERS

B:BUSINESSMAGAZINES

D:INTERNET

DataAnalysisandInterpretation
PROFILE OF THE SAMPLE RESPONDENTS

AGE
: Q1-What is your age?
AGE

50

40

30

20

Percent

10

0
bet 20-30

AGE

bet 31-35

bet 36-40

bet 41-50

above 50

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

bet20-30

51

20.4

20.4

20.4

bet31-35

100

40.0

40.0

60.4

bet36-40

46

18.4

18.4

78.8

bet41-50

33

13.2

13.2

92.0

above50

20

8.0

8.0

100.0

Total

250

100.0

100.0

CHART: 1
INFERNCE:
As the Table depicts, a good majority of the respondent (40.0%) were in the age group of
(Between 31-35) while the age group of (Above 50) is the least (8.0%).

Q: 2-which of these best describe your job?

OCCUPATION
50

40

30

Percent

20

10

0
Managerial
Business

OCCUPATION

Clerical

Student

Manual w orker

Agriculture
Retired

Professional

OCCUPATION
Frequency

Percent

Valid Percent

Cumulative Percent

Managerial

113

45.2

45.2

45.2

Business

85

34.0

34.0

79.2

Clerical

24

9.6

9.6

88.8

Manualworker

17

6.8

6.8

95.6

Student

2.8

2.8

98.4

Retired

.8

.8

99.2

Agriculture

.4

.4

99.6

Professional

.4

.4

100.0

Total

250

100.0

100.0

Valid

CHART: 2
INFERNCE:
As the Table depicts, a good majority of the respondent (45.2%) of consumers were
Managers while Professionals and Agriculturalist were the least (0.4%) each.\

 Q: 3-Under which category your belong to regarding your monthly income?

MONTHLY INCOME
60

50

40

30

Percent

20

10
0
below 5000

bet 10000-15000
bet 5000-10000

MONTHLY INCOME

above 25000

bet 15000-25000

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

below5000

27

10.8

11.0

11.0

bet5000-10000

132

52.8

53.9

64.9

Bet10000-15000

62

24.8

25.3

90.2

Bet15000-25000

11

4.4

4.5

94.7

above 25000

13

5.2

5.3

100.0

CHART: 3
INFERNCE:
As the Table depicts, a good majority of the respondent (53.9%) consumers
monthly income is between (5000-10000), while monthly income between (15000-25000) is least
(4.5%).


Q: 4-Are you using mobile services?

MOBILE USE
80

60

P e rce n t

40

20

0
YES

MOBILE USE

NO

MOBILE USE

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

YES

183

73.2

73.2

73.2

NO

67

26.8

26.8

100.0

Total

250

100.0

100.0

CHART: 4
INFERNCE:
From the above Table, it is inferred that majority of the respondents (73.2%) were
using Mobile phones while (26.8%) were not using Mobile phones.

 Q: 5-Which of the following mobile services you are using currently?

MOBILE SERVICE

Valid

Nomobile
BSNL
Tataindicom
Reliance
Airtel
Idea
Vodafone

Frequency
67
78
1
26
25
37
16

Percent
26.8
31.2
.4
10.4
10.0
14.8
6.4

Valid Percent
Cumulative Percent
26.8
26.8
31.2
58.0
.4
58.4
10.4
68.8
10.0
78.8
14.8
93.6
MOBILE SERVICE
6.4
100.0

CHART: 5
INFERNCE:
As the Table depicts, a good majority of people (10.0%) are using AIRTEL, while
Tataindicom are the least (0.4%) by considering 250 samples.

 Q: 6-Which of the following landline services you are using currently?

LANDLINE SERVICES

COUNT

100
80
NO LANDLINE
60

AIRTEL

40

TATA INDICOM

20

BSNL

LOCATION

 LOCATION * LANDLINE SERVICE Cross tabulation

LOCATION

LANDLINE
SERVICE
NoLandline

MODINA
GAR

Count

%within
LOCATION
Count
%within
LOCATION
Count
%within
LOCATION
Count
% within
LOCATION

HAPUR

RAJNAG
AR

Total

Total
AIRTEL

BSNL

127

Tataindic
om
6

145

4.8%

87.6%

4.1%

3.4%

100.0%

4
7.0%

52
91.2%

1
1.8%

57
100.0%

42

48

4.2%

87.5%

2.1%

6.3%

100.0%

13
5.2%

221
88.4%

8
3.2%

8
3.2%

250
100.0%

CHART: 6
INFERENCE:
From the above table, it explains about the AIRTEL Land line users in each location.

Q: 7-How familiar are you with AIRTEL services?

FAMILIAR
60

50

40

30

Percent

20

10

0
Very familiar

FAMILIAR

Some w hat familiar

Familiar but never u

 FAMILIAR

Frequency

Percent

Valid Percent

Cumulative
Percent

Veryfamiliar

128

51.2

51.2

51.2

Somewhatfamiliar

120

48.0

48.0

99.2

Familiarbutneverusedit

.8

.8

100.0

Total

250

100.0

100.0

Valid

CHART: 7
INFERNCE:
As the Table depicts, a good majority of people (51.2%) are familiar with AIRTEL, while
(0.8%) of people are familiar but never used.

 Q: 8-How satisfied are you with AIRTELservices?

TARIFF
50

40

30

Percent

20

10

0
Very satisfied

Neutral
Quite satisfied

TARIFF

Very disatisfied
Quite disatisfied

TARIFF

Valid

Frequency

Percent

Valid Percent

Cumulative
Percent

Verysatisfied
Quitesatisfied
Neutral

94
95
40

37.6
38.0
16.0

37.6
38.0
16.0

37.6
75.6
91.6

Quitedissatisfied
Verydissatisfied
Total

14
7
250

5.6
2.8
100.0

5.6
2.8
100.0

97.2
100.0

CHART: 8
INFERNCE: From the above Table, it was inferred that majority of the respondents
(38%) were Quite Satisfied with a special regards to the AIRTEL Tariff Plan, while the
least (2.8%) number of respondents were Very Dissatisfied with respect to the AIRTEL
Tariff Plan.

 Q: 9-How satisfied are you with the network of AIRTEL?

NETWORK
50

40

30

Pe rce n t

20

10

0
Very satisf ied

Neutral
Quite satisf ied

NETWORK

Very dissatisf ied

Quite dissatisf ied

 NETWORK

Valid

Frequency

Percent

Valid Percent

Cumulative
Percent

Verysatisfied

115

46.0

46.0

46.0

Quitesatisfied

78

31.2

31.2

77.2

Neutral

30

12.0

12.0

89.2

Quitedissatisfied

15

6.0

6.0

95.2

Verydissatisfied

12

4.8

4.8

100.0

Total

250

100.0

100.0

CHART: 9
INFERNCE:
As the Table depicts, a good majority of respondents (46%) were Very Satisfied
with the Network of AIRTEL, while the least (4.8%) were Very Dissatisfied with the
Network of AIRTEL.

 Q: 10-How satisfied are you with the cost of AIRTEL?

COST
40

30

20

Percent

10

0
Very satisfied

Neutral
Quite satisfied

COST

Very dissatisfied
Quite dissatisfied

 COST

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

Verysatisfied

71

28.4

28.4

28.4

Quitesatisfied

93

37.2

37.2

65.6

Neutral

38

15.2

15.2

80.8

Quitedissatisfied

36

14.4

14.4

95.2

Verydissatisfied

12

4.8

4.8

100.0

Total

250

100.0

100.0

CHART: 10
INFERENCE:
As the Table depicts, majority of respondents (37.2%) were Quite Satisfied with
special regards to the Satisfaction level of Cost of AIRTEL, while the least number of
respondents (4.8%) were Very Dissatisfied with the Satisfaction level of Cost of
BSNL.

 Q: 11-How satisfied are you the customer care of AIRTEL?

CUSTOMER CARE
40

30

20

Percent

10

0
Very satisfied

Neutral
Quite satisfied

CUSTOMER CARE

Very dissatisfied
Quite dissatisfied

 CHART: 11

INFERENCE:

From the above Table, it was inferred that majority of respondents (30.8%) were

Quite

Satisfied with the Customer care of AIRTEL, while the least number of

respondents

(11.2%) were Quite Dissatisfied with AIRTEL Customer care.

 Q: 12-How satisfied are you with the additional package of AIRTEL?

ADDTIONAL PACKAGE
40

30

20

Percent

10

0
Very satisfied

Neutral
Quite satisfied

ADDTIONAL PACKAGE

Very dissatisfied
Quite dissatisfied

ADDITIONAL PACKAGE

Frequency

Percent

Valid Percent

Cumulative Percent

Verysatisfied

44

17.6

17.6

17.6

Quitesatisfied

67

26.8

26.8

44.4

Neutral

95

38.0

38.0

82.4

Quitedissatisfied

33

13.2

13.2

95.6

Verydissatisfied

11

4.4

4.4

100.0

Total

250

100.0

100.0

Valid

CHART: 12
INFERENCE:
From the above Table, it was inferred that majority of respondents (38%) opined
Neutral with the AIRTELs Additional Packages, while the least number of respondents (4.4%)
opined Very Dissatisfied with the Additional Packages of AIRTEL.

 Q: 13-In thinking about your most recent with others was a quality of the AIRTEL customer

services you receive?

QUALITY OF CUSTOMER SERVICE

40

30

20

Percent

10

0
Excellent

Good

Average

QUALITY OF CUSTOMER SERVICE

Poor

Very poor

 QUALITY OF CUSTOMER SERVICE

Valid

Frequency

Percent

Valid Percent

Cumulative Percent

Excellent

24

9.6

9.6

9.6

Good

66

26.4

26.4

36.0

Average

76

30.4

30.4

66.4

Poor

35

14.0

14.0

80.4

Verypoor

49

19.6

19.6

100.0

Total

250

100.0

100.0

CHART: 13
INFERENCE:
As the Table depicts, the majority of respondents (30.4%) were opined Average
with special reference to the Quality of Customer Service, while the least number of
respondents (9.6%) were opined Excellent with respect to the Quality of
Customer service.

 Q: 14-Compared with others others would you say that AIRTEL is

COMPARING WITH OTHER SERVICES

50

40

30

Percent

20

10

0
Much better

About the same

Some w hat better

Dont know /Never used

Some w hat w orse

COMPARING WITH OTHER SERVICES

 COMPARING WITH OTHER SERVICES

Valid

Frequency

Percent

Valid Percent Cumulative Percent

Muchbetter

58

23.2

23.2

23.2

Somewhatbetter

99

39.6

39.6

62.8

Aboutthesame

65

26.0

26.0

88.8

Somewhatworse

27

10.8

10.8

99.6

Dontknow/Neverused

.4

.4

100.0

Total

250

100.0

100.0

CHART: 14
INFERENCE:
As the Table depicts, majority of respondents (39.6%) opined AIRTEL is Some
What Better when compared to other services, while the least number of
respondents (0.4%) opined Dont know/Never used.

Finding
A good majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.
A good majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.
A good majority of people (31.2%) are using AIRTEL, while Tata indicom are the least (0.4%) by considering 250 samples, with respect to

Mobile.
A good majority of people (88.4%) are using AIRTEL, while Tata indicom and Airtel are the least (3.2%) each, with respect to Landline.
A good majority of people (51.2%) are familiar with AIRTEL, while (0.8%) of people are familiar but have never used.
A good majority of respondents (39.6%) opined that AIRTEL is Some What Better when compared to other services, while the least

number of respondents (0.4%) opined Dont know/Never used.

There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers.
There is a significant relationship between the Location of the Customers

and Satisfaction of AIRTEL Network used by the Customers.

There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Network used by the Customers.
There is a significant relationship between the Location of the Customers and

Satisfaction level of AIRTEL compared with other Services.

There is a significant relationship between the Location of the Customers and

Satisfaction of AIRTEL Tariff Plan.

A good majority of the respondents (38%) were Quite Satisfied with special regards to the AIRTEL
Tariff Plan, while the least (2.8%) number of respondents were Very Dissatisfied with respect to the
AIRTEL Tariff Plan.
A good majority of respondents (46%) were Very Satisfied with the Network of AIRTEL, while the

least (4.8%) were Very Dissatisfied with the Network of BSNL.

A majority of respondents (37.2%) were Quite Satisfied with special regards to the Satisfaction level

of Cost of AIRTEL, while the least number of respondents (4.8%) were Very Dissatisfied with the
Satisfaction level of Cost of AIRTL.
A majority of respondents (38%) opined Neutral with the AIRTELs Additional Packages, while the

least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of
AIRTEL.
The majority of respondents (30.4%) opined Average with special reference to the Quality of

Customer Service, while the least number of respondents (9.6%) opined Excellent with respect to the
Quality of Customer Service.
Customers were felt that monthly rental was too high hence the reason that most of them were

surrendering.

Limitation

Commandation and
Suggestion

Conclusion

A good majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.

A good majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.

A good majority of people (31.2%) are using AIRTEL, while Tata indicom are the least (0.4%) by considering 250 samples, with respect

to Mobile.

A good majority of people (88.4%) are using AIRTEL, while Tata indicom and Airtel are the least (3.2%) each, with respect to Landline.

A good majority of people (51.2%) are familiar with AIRTEL, while (0.8%) of people are familiar but have never used.

A good majority of respondents (39.6%) opined that AIRTEL is Some What Better when compared to other services, while the least

number of respondents (0.4%) opined Dont know/Never used.

There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers.

There is a significant relationship between the Location of the Customers

and Satisfaction of AIRTEL Network used by the Customers.

There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Network used by the Customers.

There is a significant relationship between the Location of the Customers and

Satisfaction level of AIRTEL compared with other Services.

There is a significant relationship between the Location of the Customers and

Satisfaction of AIRTEL Tariff Plan.

THA
N
YOU
K