A Mini Project Report Mba 1st Sem

A MINI Project Report MBA 1st SEM
Business administration (Siddharth University Kapilvastu)
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A MINI PROJECT REPORT
ON
CUSTOMER SATISFACTION ON AIRTEL
SUBMITTED FOR THE PARTAL FULFILLMENT
TOWARDS THE AWARDS IN
MASTER OF BUSINESS ADMINSTRATION
OF
DR. A. P. J. ABDUL KALAM TECHNICAL
UNIVERSITY, LUCKNOW
Session: 2021-22
IIMT Group Of College Greater Noida
Submitted To: Submitted By:

Prof. Jitendra Singhal Akash Singh
Enrollment No. 2012160700007
MBA IST YEAR

DECLARATION
I Akash, hereby declare that this Mini Project report is the record of authentic
work carried out by me during the period from January to MARCH 2022 and
has not been submitted to any other university or institute for the award of any
degree/diploma etc.
AKASH SINGH
DATE:

ACKNOWLGEMENT
I take this opportunity to express my deep sense of gratitude, thanks and regards towards
all those who have directly or indirectly helped me I the successful completion of this
project. I present my sincere thanks to Prof. Jitendra Singhal who has sincerely
supported me with the valuable insights into the completion of this project.
I am grateful to all my friends who have helped me in the successful completion of this
project.
Last but not the least I am indebted to my parents who provided me their time, support
and inspiration needed to prepare the project report.
DATE:
PLACE:

PREFACE
Many students may have done work on this project in different ways. I have also tried to
work on this project in different ways.
It was for the first time I got the opportunity to work in such a prestigious and well
known organization and things which I have experienced in my training time are going
to help me throughout my lifetime. I have worked on this project with great enthusiasm
and zeal. I have tried to cover almost all the things which I have experienced and learned
from company management.
No doubt at present the working atmosphere is fine but it needs some alteration keeping
in mind this view; I have suggested some improvements/ suggestions.
AKASH SINGH

INDEX
Topic Page
CHAPTER- I : Introduction no. 1-6
 Introduction
 Objectives of the study
 Need of the Study
 Scope of the Study
 Methodology of the study
 Limitations of the study
CHAPTER- II :
 Company profile 7-12
CHAPTER-
III
13-16
 Theoretical frame work of the Study
CHAPTER - 17-24
IV
 Data analysis and Interpretation 25-27
CHAPTER – V 28-29
 Findings & Suggestions
ANNEXTURE
 Bibliography

INDEX
Page No
Chapter-I 1-8
 Introduction
 Objectives of the Study
 Need for the Study
 Scope of the Study
 Methodology
 Limitations of the Study
Chapter-II 9-18
 Company Profile
&
 Industry profile
Chapter –III 19-24
 Theoretical Framework
Chapter –IV 25-33
 Data Analysis and Interpretation.
Chapter –V 34-40
 Findings
 Suggestions
 Conclusion
 Questionnaire
 Bibliography

CHAPTER –I

INTRODUCTION
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a

measure of how products and services supplied by a company meet or surpass
customer expectation. Customer satisfaction is defined as <the number of customers, or
percentage of total customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals.
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as <the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals.= It is seen as a key performance indicator within business and is often part of a Balanced
strategy. <Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers8 expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.= Therefore, it is essential for
businesses to effectively manage customer satisfaction. To be able do this, firms need reliable
and representative measures of satisfaction.

PURPOSE
Customer satisfaction provides a leading indicator of consumer purchase intentions

and loyalty.= [1] <Customer satisfaction data are among the most frequently collected indicators
of market perceptions. Their principal use is twofold:=
A business ideally is continually seeking feedback to improve customer satisfaction.
1. <Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company9s goods and services.=
2. <Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm9s customers will
make further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes.=
On a five-point scale, <individuals who rate their satisfaction level as 859 are likely to become
return customers and might even evangelize for the firm. (A second important metric related to
satisfaction is willingness to recommend. This metric is defined as <The percentage of surveyed
customers who indicate that they would recommend a brand to friends.= When a customer is
satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This

can be a powerful marketing advantage.) <Individuals who rate their satisfaction level as 81,9 by
contrast, are unlikely to return. Further, they can hurt the firm by making negative comments
about it to prospective customers. Willingness to recommend is a key metric relating to customer
satisfaction.
IMPORTANCE OF CUSTOMER SATISFACTION
1.A Loyal customer is a treasure you should keep and hide from the world. 2.They can stop being
your clients in a heartbeat.
3. Customer satisfaction is a factor that helps you stand out of the competition. 4.Great
customer experience can take your brand places.
4. Providing great customer service will satisfy both you and your targets. They get proper
service,
You get a proper revenue and everyone is happy.

We are one of India9s leading providers of telecommunication services with a nationwide
presence in all the 23 licensed jurisdictions (also known as telecom Circles). We served an
aggregate of 88,270,194 customers as of December 31, 2008; of who 85,650,733 subscribe to our
GSM services and 2,619,461 use our Tele media Services either for voice and/or broadband
access delivered through DSL. We are largest wireless service provider in the country, based on
the number of subscribers as of December 31, 2008. We also offer an integrated suite of telecom
solution to our enterprise customers, in addition to providing long distance connectivity both
nationally and internationally. We have recently forayed into media by launching our DTH and
IPTV services. All the services are rendered under a unified brand <Airtel=. The company also
deploys, ownsand manages passive infrastructure pertaining to telecom operations under its
subsidiary Bharti Infratel Limited. Bharti Infratel owns 42%of Indus Towers Limited. Bharti
Infratel and Indus Tower are the two top providers of passive infrastructure services in India. In
developing a market plan, your primary functions are to understand the needs and desires of your
customer select or develop a product or service that will meet customer needs, develop
promotional material that will make the customer aware, and ensure product or service delivery.

OBJECTIVES
The main purpose and objective for this study is

 To know the signal 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

NEED FOR THE STUDY
Need of Study increasing competition ever growing market easy availability of the
finances and increasing population of young executives with huge disposable incomes over the
past few years has substantially increased the sales in the communication also the competition
among the dealers of the product as increased with each trying to maximize their customer base .
the study tries understand the key service parameters and reflect upon the dysfunctional areas
thus providing the dealer with an insight into the level of consumer satisfaction and changing
trends of the consumer expectation.

SCOPE OF THE STUDY
Before business can develop marketing strategies, they must understand what factors
influence buyers' behavior and how they make purchase decision to satisfy their needs and
wants. This study aims towards collecting information about consumers Psychology towards
Airtel and thus helping Airtel in understanding customer's nature and help in developing strategies
which will thus help them in increasing their business.
It is done to understand what consumers consider while going for purchasing Airtel
Products.
By this study we came to know how the organization retaining and sustaining its customer.
The main purpose of this project is to study consumers buying, behavior and develop
strategies which help Airtel in increasing their market share.
This study is mainly focused on various factors that affect consumers buying decision.
Such as social, psychological and personal.
This study helps to understand the satisfactory level of consumers towards the brand.
And also understanding the consumer attitudes and their buying motives by means of company
brand image.

METHODOLOGY
METHODS OF DATA COLLECTION:
The Data has collected in two ways:
Primary Data:
Primary data are those, which are collected for the first time, and they are
original in character. A suitable combination of Questionnaire techniques, & discussion with
the respondents was used to collect the required Primary data. Primary data gives higher
accuracy and facts, which is very helpful for any research and its findings.
Secondary data: -
Secondary data are those, which are already collected by someone for some purpose
and are available for the present study. Secondary data was collected from the magazines,
websites and other such sources.
Sample Size: 80

LIMITATIONS
 The study is restricted only to AIRTEL, Delhi 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 size it is not sufficient to cover opinion of entire
population.
 Time duration in conducting the research is very low.

CHAPTER –II
10

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 5 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 (COAL). 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.
With the presence of a number of mobile telephony services providers including market
leaders like Airtel, Reliance, Idea, Vodafone, Tata Indicom 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).
The Company's wireless network runs on a GSM technology. The mobile telephony
services providers Airtel, Vodafone, have been competing aggressively for their market share
with MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has
only become more tough. With major market share in the hands of the likes of Reliance, Airtel,
Vodafone, 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
11

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.
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).
Bharti's Vision
By 2021 Airtel will be the most admired brand in India:
 Loved by more customers
 Targeted by top talent
 Benchmarked by more businesses
INCLUDEPICTURE
"http://bhartiairteLin/fileadminitemplatestmairilimages/brandimages/inverted commas left.jpg"
MERGEFORMATINET <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
INCLUDEPICTURE
<http://bhartiairtelinifileadmin/templates/mairilimages/brand_images/inverted commas ryt.jpg"
\*MERGEFORMATINET )=
Bharti's Mission

12

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
Board of Directors
Name Designation
Sunil Bharti Mittal Chairman
Chua. Sock Koong Director
Manish Kejriwal Director
Sheikh Faisal Thani Al-Thani Director
V K Viswanathan Director
Shishir Priyadarshi Director
Copal Vittal Managing Director & CEO
Craig Ehrlich Director
Tan Yong Choo Director
Ben Verwaayen Director
D K Mittal Director
Rakesh Bharti Mittal Non-Executive Director
SERVICES
 Mobile- Prepaid Postpaid (2G,3G,4G).
 Home Phones 4 Fixed Line - Fixed Wireless Phones
 Broadband & Internet
 Calling Cards
 Wireless Internet 4 Data Card - USB Modem
 Airtel Digital Tv (DTH).
13

COMPANY PROFILE
14

Telecom Company 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 13&T business group provides broadband & telephone services in 94 cities. The
Enterprise Services group has two sub-units 4 carriers (long distance services) and services top
corporates. 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. 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 25 million satisfied customers.
Bharti Airtel limited is a telecom MNC headquartered in New Delhi India, with a
presence in 20 countries across the world its the 4th largest telecom company in the world in
terms of subscribers base which was over 785 million as on July 2021. Airtel is also the largest
telecom company in India and the second largest in country mobile operator by subscriber base
after china mobile.
15

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 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 phone.
16

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 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
 Price pressures
 Need for Government support
 Awareness
 Sales and Marketing
OPPORTUNITIES
 To sustain passion and commitment
 Airtel's market share increasing 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
17

 Foreign investment
 Global trends moving from G.PS to W.L.L.
 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 Sabamati to the Brahmaputra on a network of more than
10,000 base stations with cumulative investments of 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 satellite based gateway for intemet 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 Chahattisgarh, 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.
18

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.
WIRELESS INTERNET
It 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.
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.
19

CHAPTER-III
20

THEORETICAL FRAME WORK
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in

marketing. It is a measure of how products and services supplied by a company
meet or surpass customer expectation. Customer satisfaction is defined as <the number of
customers, or percentage of total customers, whose reported experience with a firm, its products,
or its services (ratings) exceeds specified satisfaction goals.
It is seen as a key performance indicator within business and is often part of a Balanced
strategy.
Customer satisfaction, a term frequently used in marketing, is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer satisfaction
is defined as <the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals.= It is seen as a key performance indicator within business and is often part of a Balanced
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.
<Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers8 expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify
an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth
marketing, which is both free and highly effective.= Therefore, it is essential for businesses to
21

effectively manage customer satisfaction. To be able do this, firms need reliable and
representative measures of satisfaction.
PURPOSE
Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty.= [1] <Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:=
A business ideally is continually seeking feedback to improve customer satisfaction.
22

1. <Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company9s goods and services.=
2. <Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm9s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes.=
On a five-point scale, <individuals who rate their satisfaction level as 859 are likely to
become return customers and might even evangelize for the firm. (A second important metric
related to satisfaction is willingness to recommend. This metric is defined as <The percentage of
surveyed customers who indicate that they would recommend a brand to friends.= When a
customer is satisfied with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) <Individuals who rate their satisfaction
level as 81,9 by contrast, are unlikely to return. Further, they can hurt the firm by making
negative comments about it to prospective customers. Willingness to recommend is a key metric
relating to customer satisfaction.
23

IMPORTANCE OF CUSTOMER SATISFACTION
1.A Loyal customer is a treasure you should keep and hide from the world. 2.They can
stop being your clients in a heartbeat.
3. Customer satisfaction is a factor that helps you stand out of the competition. 4.Great
customer experience can take your brand places.
4. Providing great customer service will satisfy both you and your targets. They get
proper service,
You get a proper revenue and everyone is happy.
24

 METHODS OF DATA COLLECTION:
The Data has collected in two ways:
Primary Data:
Primary data are those, which are collected for the first time, and they are
original in character. A suitable combination of Questionnaire techniques, & discussion with
the respondents was used to collect the required Primary data. Primary data gives higher
accuracy and facts, which is very helpful for any research and its findings.
Secondary data: -
Secondary data are those, which are already collected by someone for some purpose
and are available for the present study. Secondary data was collected from the magazines,
websites and other such sources.
Sample Size: 80
25

CHAPTER IV
26

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.
1. Table showing the opinion on signaling at their area

Frequency Percentage(%)
Good Signal 65 81
Bad signal 15 19
Total 80 100
Signal, Good
Signal
Signal, 65
Signal, Bad
signal, 15
Table 4.1
Apart showing the opinion on signal at their area:
Interpretation:
The above table shows that 81% consumer9s feel that signal of AIRTEL at their area is
good, remaining 19% of them feel that signal is not good.
27

2. Table showing the opinion on customer care services
Frequency Percentage (%)

Satisfied 45 56
Not Satisfied 25 31
Never Used 10 16
Total 80 100
Table 4.2
Chart Showing the Opinion on Customer Care Services
Customer Care
Customer Care Service
Service,
Satisfied , 45
Customer Care
Service, Not
Satisfied, 25
Customer Care
Service, Never
Used, 10
Chart 4.2
Interpretation:
The above table shows that 56% of the customers are satisfied with the customer care
services, where as 31% are not satisfied the remaining 16% doesn9t use customer care services.
28

3. Table showing occupation of different users
Occupation Users Percentage

Student 33 41
Executive 22 28
Household 15 19
OTHER 10 13
total 80 100
Seri es1
Seri es2
Interpretation:
Above graph shows that 41%of the students use the Airtel and least were used by others
with 13%.
29

4. Table showing whether customers use INTERNET services
Frequency Percentage
Using 65 81
Not Using 15 18
Total 80 99
Using Internet
Using Internet Connection
Connecti on,
Using, 65
Using Internet
Connection,
Not Using,
15
Chart 4.4
Interpretation:
The above table shows that 65% of the customers use internet remaining 18% Not using internet
services.
30

5. Table Showing which feature of AIRTEL convinced you to use Airtel
Convincing Users percentage

Advertisement 26 32
Scheme 17 21
Connectivity 18 23
Goodwill 19 24
total 80 100
30
25
20
15
Series1
10
0
Advertisement Scheme Connectivity Goodwill
Interpretation:
The above table shows that the connectivity of the Airtel is its backbone and it is the main reason
that the consumers are using it and the network is still is in usage and goodwill of the company
is at risk and falling at a huge rate.
6. Table showing which service do you use of Airtel
31

 Mobile service
 Internet
 DTH
 Other
Usage Users percentage

DTH 33 41
Internet 22 28
Mobile Service 15 19
Others 10 13
total 80 100
Series1
Series2
Interpretation:
From above graph we conclude that 41% users DTH in airtel mobile where as least used
by others by 13%.
32

8. Table showing what type of Airtel service you use?
 Postpaid
 Prepaid
Card Users
Prepaid 45 56
Postpaid 35 44
total 80 100
Cards, Prepaid, Cards

69
Cards, Postpaid,
31
Interpretation:
The above table shows that earlier prepaid was the favorite of consumers with 55% but
with the flow of time the time this preference has shifted towards the postpaid side having
44%and now they are in demand as earlier only network was used for call's only and now it
provides number of facilities like internet etc.
33

9. Table showing number of times customers tog into internet Per day
Frequency Percentage (%)

Once 33 41
Twice 22 28
More 15 19
Not Even Once 10 13
Total 80 100
Once
Twice
More
Not Even Once
Interpretation:
The above table shows that 32% of the customers are log into internet more than once per
day, 22% twice per day, 15% once per day and the remaining 10% do not use internet services.
34

CHAPTER- V
35

FINDINGS
This Chapter deals with the major findings of the study which are as follow
 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 network in the world and has
covers major of the population coverage.
 Business houses are the major users of Airtel as it is better than all other network's 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.
 Airtel provides value added packs for its heavy users as to retain them as postpaid
connections are on the rise as compared to prepaid.
36

SUGGESTION
 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 provides its consumer with value added services as to retain them.
 In today's age the brand must focus on other areas to market it like Malls, theatre and
crowed area to get attention and market it and gather audience interest.
 Most of the respondents are satisfies 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.
37

CONCLUSION
Airtel is a very successful brand in India & providing customer satisfaction is to be there
main motive, Provides Internet access on the move as people are more dependent on it in their
daily lives like wide network and good 3G services.
Providing customer satisfaction is the most crucial step of the company as they are to be satisfied
and provides Internet access on the move such as Wide network and good 3G services as they are
important and technology advanced stuff required by almost everybody in today's environment,
Airtel is a home brand and a very successful brand in India and overseas and one of the most
successful brands still to date. It possesses congestion free & wide network, unique value added &
customer services to cover one of the widest areas.
From the details it can be concluded that 70% of Airtel users preferred to remain with Airtel.
Also good number of users who were willing to switch from their respective subscribers showed
interest in Airtel. Hence, these statistics imply a bright future for the company. Also the company
is used mainly by executives who want wide coverage for their operations but the problem of
customer satisfaction still persists with the company and cause of its lacking new customers.
Connectivity is the backbone of the company and it is still the reason why consumers use it and
the most users of the company fall in the youth category and are now using postpaid services as
they are aware of the services provided as the youth is the main target of major of companies as
the country mainly comprises of them.
38

ANNEXURE
QUESTIONNAIRE
Name:
1. Is AIRTEL's signal at your area is good?

A) Yes B) No
2. Are you satisfied with our customer care services?
A) Satisfied B)Not satisfied C)Never used
3. Do you use Internet Services?
A) Yes B) No C) don't know that internet connection was there
4. How many times do you login to internet per day?
A)Once B)twice C)More D) Not even once
5. Maximum recharge per month
A)10-100 B)100-200 C)200-300 D)300-400 E)400-500
F)Above 500
6. Are you using any Offers?
A) Yes B) No
7. Are you satisfied with the offers
A) Satisfied B) Not satisfied C) Never used
8. What is your age?
A) 15-21 years B) 21-28 years C) 28-35 years
9. What is your occupation?
A) Student B) Household C) Professional
10. What type of Airtel service you use?

A) Postpaid B) Prepaid
11. Did you use any other network connection other than AIRTEL
A) Yes B) No
12. Do you feel AIRTEL is better than any other Connections
A) Better B) Not better
39

13. Suggest features you think needs improvement
A) Service B) Transparency in Billing C) Call Clarity
D) Any other (specify)
40

BIBLIOGRAPHY
In this project report, while finalizing and for analyzing quality problem in details the
following Books, Magazines/Journals and Web Sites have been referred. All the material
detailed below provides effective help and a guiding layout while designing this text report.
Books:
 Richard I. Levin, David S. Rubin (2004): „Statistics for Management", Prentice. Hall of
India Private Limited, New Delhi, 7th Edition.
 Principles of Marketing 4Philip Kotler & Kevin keller edition 12
Websites:
 www.Airtelworld.com
 http://www.airtel.in/
41

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Business administration (Siddharth University Kapilvastu)

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Submitted To: Submitted By:

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 Data analysis and Interpretation 25-27

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Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Customer satisfaction provides a leading indicator of consumer purchase intentions

A business ideally is continually seeking feedback to improve customer satisfaction.

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

IMPORTANCE OF CUSTOMER SATISFACTION

You get a proper revenue and everyone is happy.

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

The main purpose and objective for this study is

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METHODS OF DATA COLLECTION:

The Data has collected in two ways:

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

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Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

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FIXED LINE INFRASTRUCTURE

LONG DISTANCE INFRASTRUCTURE

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in

Customer satisfaction, a term frequently used in marketing, is a measure of how products

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Customer satisfaction provides a leading indicator of consumer purchase

A business ideally is continually seeking feedback to improve customer satisfaction.

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

You get a proper revenue and everyone is happy.

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

The Data has collected in two ways:

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Downloaded by Vashu Garg (vasugarg20062002@gmail.com)

Analysis & Interpretation:

1. Table showing the opinion on signaling at their area