Synopsis: A Comparitive Study On Customer Satisfaction Regarding The Services Provided by Airtel and Idea

SYNOPSIS
A COMPARITIVE STUDY ON CUSTOMER SATISFACTION REGARDING THE SERVICES PROVIDED BY AIRTEL AND IDEA
By SHANAVAS.S SEM-IV MBA (2008-2010)
CONTENTS
Introduction Objectives Description of the Project Justification of the Study Database Period of Study Methodology Project Schedule Reference
INTRODUCTION Indias telecom sector has been doing exceptionally well in past decade. Its structural and institutional reforms have provided tremendous growth opportunity to this sector. India has nearly 200 million telephone lines making it the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the world
The development of the telecom sector has experienced a major process of transformation in terms of its growth, technological content, and market structure in the last decade through policy reforms introduced by the Government. The impetus of these changes is expected to continue, and at a much faster pace
Liberalization of telecom sector of the Indian economy aims at improving accessibility, availability, reliability and connectivity through private sector participation and to bring about much needed improvement in the Quality of Service. Through increased competition, the service providers are expected to become more sensitive and responsive to the customers needs and choices and endeavor to give him greater satisfaction. The Telecom Regulatory Authority of India (TRAI) has the mandate to safeguard the customers interests and to set the standards of quality of service. The rapid technological advances which have taken place in the telecom sector have brought about significant improvements in the quality of service provided to customers. With the digitization of exchanges, and upgradation of external network, the fault rate has come down.
OBJECTIVES To study the service providers and their service quality of Airtel and Idea.
To study the customer satisfaction and understand the current market scenario of Airtel and Idea in Telecom Sector To understand the various schemes adopted by the company for enhanced customer satisfaction. To study various parameters of customer satisfaction with special reference to telecom sector. DESCRIPTION OF THE PROJECT The study aims to analysis that with the increase in competition in telecom services, higher levels of consumer satisfaction with affordable prices and improved quality of services achieving or not with respect to Airtel and Idea. Wireless telephony and the Internet are expected to be the preferred means of communication as convergence of telecommunications, broadcasting, and information technology progresses. The study also shows the supportive policy framework needs to be in place during this period of rapid growth and transformation. The Government has undertaken the implementation telecom policy with utmost earnestness, in letter and spirit to usher in competition in almost all the service sectors. The migration package to revenue sharing in place of a fixed license fee, has led to a virtual take off in growth of the cellular and basic service sectors. National and International data connectivity has been opened.
JUSTIFICATION FOR THE PROPOSED STUDY In todays scenario, communication has become much faster day by day by telephones, internet, media etc. One of them is a growth of telecom sector. Today many organizations provide services for the telecom purpose. This study will help to understand customer preferences and their satisfaction by the services provided by Airtel and Idea, It will also help to these organizations to form various strategies and getting the results from marketing efforts. In Future a career in this sector encompasses a large no. of job roles like Market research; Product Development, Advertising, Brand awareness etc.
METHODOLOGY This research consists of primary and secondary research: By filling the questionnaire. Sample Size: 50 customers (25 for Airtel and 25 for Idea) Sampling: Convenience Sampling Primary: - Interaction with customers by filling up of questionnaires. Secondary: - 1.Books 2. Internet 3. Articles 4. Magazines/ Project Reports
5. Newspapers
DATABASE Data required for the completion of the thesis can be got mainly from two sources: primary database and secondary database. Primary database includes collecting information directly from the company officials and analyzing the first hand information available. Secondary database includes previously done reports, getting information from the internet etc. I will also be getting information from both these sources.
PROJECT SCHEDULE I am planning to complete the project with in 7 weeks. In the 1st and 2nd weeks I will be studying the telecom sector and company features. I would like to utilize the 3rd and 4th week for Conducting survey. The 5th week for analyzing the collected data and the 6th week for analyzing the findings and finally prepare the report. REFERENCE www.airtel.in www.ideacellular.com www.dot.gov.in www.wikipedia.org

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By SHANAVAS.S SEM-IV MBA (2008-2010)

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