A STUDY ON CUSTOMER SATISFACTION TOWARDS

AIRTEL POSTPAID SERVICES,BANGALORE

Under The Guidance Of
Prof. B.SUDHIR

BY
K.BABA FAKRUDDIN
(Reg.No: 1981863066)
 CUSTOMER SATISFACTION:
 It is a measure of how products and services supplied by a
company meet or surpass customer expectation.

 “Person’s feeling of pleasure or disappointment which

resulted from comparing a product’s perceived performance
or outcome against his/her expectations“

(PHILIP KOTLER
and KELLER)
Industry Profile:
  India’s telecommunication network is the second largest in the
world by number of telephone users. (TRAI Reports)
 Major sectors of the Indian telecommunication industry are
telephone, internet and television broadcast.
 Some of the Mobile network operators in India are Airtel, BSNL,
Vodafone, Jio, Idea etc.
Market share of mobile network operators as on 31 May
2018  Chart Title

Airtel
   Airtel: 344.55 million (30.5%) Vodafone
   Vodafone: 222.45 million (19.7%) Idea
Jio
   Idea: 214.22 million (18.9%)
BSNL
   Jio: 205.54 million (18.2%) Tata Docomo
   BSNL: 112.87 million (10.0%) MTNL
   Tata Docomo: 27.63 million (2.4%)
   MTNL: 3.61 million (0.3%)
Market share of mobile network operators as on Q3 FY 2017-18 (in terms
of REVENUE)

35.00%
32%

30.00%

25.00%
21%
20%
20.00%
17%
15.00%

10.00% 9%

5.00%
2%

0.00%
AIRTEL VODAFONE JIO IDEA BSNL OTHERS
Company Profile: Bharti Airtel Ltd
 Established on July 07, 1995 as a Public Limited Company by Sunil
Mittal.
 It is a leading global telecommunications company with operations in
16 countries across Asia and Africa.
 In India, the company's product offerings include 2G, 3G and 4G
wireless services, mobile commerce, fixed line services, high speed
home broadband, DTH etc.
 Bharti Airtel had over 413 million customers across its operations at
the end of March 2018.
source: www.airtel.in
Business Divisions:
-Mobile services
-Telemedia services
-Airtel Business
-Digital services

Vision:
Airtel vision is to enrich the lives of customers and their obsession is to win
customers for life through an exceptional experience.

Values:
- Alive
- Inclusive
- Respectful
These are popularly known as AIR values.
OBJECTIVES:

 To understand the awareness about Airtel services among the

customers.
 To measure the Customer Satisfaction level with reference to Airtel
Post paid services.
 To give suggestions to develop the service of Airtel Post paid, If
needed.
 RESEARCH METHODOLOGY
 RESEARCH DESIGN : Descriptive Research Design.

 DATA SOURCE

 secondary data source : www.airtel.com

www. scribd.com

 primary data source : Customers of Airtel post paid services in

Bangalore

 RESEARCH APPROACH : Survey Method

 RESEARCH INSTRUMENT : Questionnaire

RESEARCH METHODOLOGY:
 SAMPLING PLAN

 Population : Customers of Airtel post paid

services, Bangalore

 Sampling unit : Airtel post paid Customers

 Sample size : 98

 Sampling Procedure : Convenience sampling

 CONTACT METHOD : Personal interview

 STATISTICAL TOOL : Chi Square

DATA ANALYSIS
&
INTERPRETATION
Table No: 1
GENDER DISTRIBUTION :
70
GENDER NO OF PERCENTA 60
RESPONDEN GE
TS 50
40
MALE 59 60.20
30

FEMALE 39 39.8 20
10
TOTAL 98 100 0
MALE FEMALE

INTERPRETATION : 60.20% of the respondents are MALE & 39.8% of the respondents are FEMALE
Table No: 2
AGE DISTRIBUTION:
AGE NO OF PERCENTAG
RESPONDE E 45
40
35
30
NTS 25
20
15
25 YEARS 31 31.63 10
5
AND BELOW 0

25 – 35 42 42.86
YEARS
35 YEARS 25 25.51
AND ABOVE
TOTAL 98 100

INTERPRETATION : 31.63% of the respondents belongs to “25 years and below “ age group .Where as
42.86%belongs to “25-35 years” and 25.51% belongs to “35 years and above” age group.
Table No: 3
SOURCE OF AWARENESS:
SOURCES NO OF PERCENTAG
RESPONDE E
NTS
Chart Title
SALES 21 23.45
EXECUTIVES
SALES SOCIAL MEDIA
SOCIAL MEDIA 16 16.32 EXECUTIVES
HOARDINGS/ FRIENDS/
HOARDINGS/ 25 25.51 PAMPHLETS COLLEAGUS
PAMPHLETS
OTHERS
FRIENDS/ 34 34.7
COLLEAGUS
OTHERS 02 0.02

TOTAL 98 100

INTERPRETATION : Majority of the respondents came to know about Airtel post paid through
FRIENDS/COLLEAGUES (34.7%) & HOARDINGS/PAMPHLETS(25.51%)
Table No: 4
USAGE TENURE:

YEARS NO OF PERCENTAG 50
45
RESPONDE E 40
35
30
NTS 25
20
15
0-1 YEAR 24 24.5 10
5
0
1-2 YEARS 30 30.61

MORE THAN 44 44.89

2 YEARS
TOTAL 98 100

INTERPRETATION : Around 45% of respondents using Airtel post paid for more than 2 years.
Table No: 5

USAGE OF OTHER AIRTEL SERVICES:

OTHER SERVICES NO OF PERCENTAGE
RESPONDENTS

AIRTEL PREPAID 30 30.61

DIGITAL TV 20 20.41
BROAD BAND 45 45.92
NOT USING 03 3.06
TOTAL 98 100

INTERPRETATION : 45.92 % of the respondents are using Airtel Broadband along with Postpaid and
20.41% using Digital Tv & 30.61% using Prepaid services.
Table No: 6
RECEIVING OF NOTIFICATIONS REGARDNIG
OFFERS/NEW PLANS:
MODE OF NO OF PERCENTAG Chart Title
RECEIVING RESPOND E
ENTS
MY AIRTEL
MY AIRTEL APP 35 35.71
APP
ADVERTISEMEN 20 20.41 ADVERTISEME
TS NTS
AIRTEL STORE 18 18.37 AIRTEL STORE
OTHERS
OTHERS 25 25.51

TOTAL 98 100

INTERPRETATION : No. of the respondents i.e. 35.71% are receiving notifications regarding offers/new
plans through MY AIRTEL APP and 25.51% receiving through Others such as Friends/colleagues etc.. .
Table No: 7
MONTHLY PAYMENT:
AMOUNT NO OF PERCENTAGE 40
RESPONDENTS
35
30
25
20
BELOW RS.500 14 14.29 15
10
5
RS.500 – RS.1000 25 25.51 0

RS.1000 – RS.1500 35 35.71

ABOVE RS.1500 24 24.49

TOTAL 98 100

INTERPRETATION : Majority of the respondents i.e. 35.71% are spending Rs.1000-Rs.1500 as monthly
bill
Table No: 8
MODE OF PAYMENT:

PAYMENT NO OF PERCENTAG
MODE RESPONDEN E Chart Title
TS
AIRTEL
PAYMENTS
AIRTEL 22 22.45
BANK
PAYMENTS
BANK AIRTEL
STORE
AIRTEL 10 10.20
OTHER
STORE
ONLINE
OTHER 66 67.35 PAYMENT
ONLINE
PAYMENT
TOTAL 98 100

INTERPRETATION : Majority of the respondents i.e.(67.35%) prefers to pay bills through other online
payments where as 22.45% prefers Airtel Payments bank
Table No: 9
LEVEL OF AWARENESS TOWARDS RENTAL PLANS:
Chart Title
LEVEL NO OF PERCENTAG
RESPONDE E
NTS
FULLY
FULLY AWARE 33 33.67 AWARE
PARTIALLY
PARTIALLY 51 52.04 AWARE
AWARE NOT AWARE
NOT AWARE 14 14.29

TOTAL 98 100

INTERPRETATION : Majority of the respondents i.e. 52.04% are Partially aware of Rental plans.
Where as 14.29% are not aware
 Table No: 10.1 to 10.3

Awareness about the BENIFITS

PROVIDING
Table No:10.1
Awareness about ‘Amazon prime subscription per year’

OPINION NO OF PERCENTAG
RESPONDEN E
TS
YES 78 79.6

NO 20 20.4

TOTAL 98 100

INTERPRETATION : 79.6% of the respondents are aware of the benefit “Amazon Prime
subscription per year” , where as 20.4% of the respondents are not aware.
Table No:10.2

Awareness about ‘Data Roll over’

OPINION NO OF PERCENTAG
RESPONDEN E
TS
YES 82 83.67

NO 16 16.33

TOTAL 98 100

INTERPRETATION : 83.67% of the respondents are aware of the benefit “Data Roll over”
where as 16.33% of the respondents are not aware.
Table No:10.3

Awareness about ‘Free Airtel TV and Wynk App Subscription’

OPINION NO OF PERCENTAG
RESPONDEN E
TS
YES 60 61.2

NO 38 38.8

TOTAL 98 100

INTERPRETATION : 61.2% of the respondents are aware of the benefit “Free Airtel TV and
Wynk App Subscription” , where as 38.8% of the respondents are not aware.
Table No: 11
CALL DROPS IN A WEEK:

NO.OF NO OF PERCENTA 35
TIMES RESPONDE GE 30
NTS 25
20
NO 24 24.5 15
CALLDROPS 10
1-2 TIMES 31 31.63 5
0
3-5 TIMES 15 15.31
MORE 28 28.56
THAN 5
TIMES
TOTAL 98 100

INTERPRETATION : 28.56% of the respondents are facing more than 5 Call drops per week, where as
31.63% of the respondents are facing 1-2 times per week.
Table No: 12
SATISFACTION TOWARDS ‘VOICE CLARITY’:
40
SATISFACTIO NO OF PERCENTAGE
N LEVEL RESPONDENT 30
S
HIGHLY 26 26.53 20
SATISFIED
10
SATISFIED 36 36.73

INDIFFERENT 15 15.31 0

DISSATISFIED 14 14.29

HIGHLY 07 7.14
DISSSATISFEID
TOTAL 98 100

INTERPRETATION : Around 63% of the respondents are satisfied with the Voice Clarity.
Table No: 13
SATISFACTION TOWARDS ‘CUSTOMER CARE SERVICE’:

SATISFACTIO NO OF PERCENTAGE
40
N LEVEL RESPONDENT 35
S 30
25
HIGHLY 10 10.20 20
SATISFIED 15
SATISFIED 21 21.43 10
5
INDIFFERENT 13 13.27 0

DISSATISFIED 37 37.76

HIGHLY 17 17.34
DISSSATISFEID
TOTAL 98 100

INTERPRETATION : Only 31.63% of the respondents are satisfied with the Customer Care Service, where
as 56.64% of the respondents are dissatisfied .
Table No: 14
SATISFACTION TOWARDS ‘NETWORK COVERAGE’:

SATISFACTIO NO OF PERCENTAGE
N LEVEL RESPONDENT
40
S
30
HIGHLY 22 22.45
SATISFIED 20
SATISFIED 35 35.71
10
INDIFFERENT 08 8.16
0
DISSATISFIED 25 25.51

HIGHLY 08 8.17
DISSSATISFEID
TOTAL 98 100

INTERPRETATION : Around 58% of the respondents are satisfied with the Network Coverage .
Table No: 15
SATISFACTION TOWARDS ‘ACCURACY IN BILLING’:
SATISFACTIO NO OF PERCENTAGE 40
N LEVEL RESPONDENT
35
30
S
25
HIGHLY 20 20.41 20
SATISFIED 15
10
SATISFIED 38 38.78 5
0
INDIFFERENT 17 17.35

DISSATISFIED 15 15.31

HIGHLY 08 08.15
DISSSATISFEID

TOTAL 98 100

INTERPRETATION : Around 59% of the respondents are satisfied with the Accuracy in Billing .
Table No: 16
SATISFACTION TOWARDS ‘CONSISTENCY IN
DATA SPEED PROVIDING’
40
RATINGS NO OF PERCENTAGE
RESPONDEN 35
TS
30
1 STAR 11 11.22
25
2 STAR 26 26.53
20
3 STAR 38 38.78
15
4 STAR 17 17.35
10
5 STAR 06 6.12
5
TOTAL 98 100
0
1 STAR 2 STAR 3 STAR 4 STAR 5 STAR

INTERPRETATION : 38.78% of the respondents rated 3 star and 17.35% rated 4 star for the Consistency in
Data speed providing
Table No: 17
WILLINGNESS TO RECOMMEND AIRTEL POSTPAID
TO OTHERS
Chart Title
OPINION NO OF PERCENTAGE
RESPONDENT
S

YES 74 75.51
YES
NO 24 24.49 NO

TOTAL 98 100

INTERPRETATION : 75.51% of the respondents are willing to recommend Airtel post paid to others.
Table No:18
OVERALL SATISFACTION WITH AIRTEL POSTPAID :
SATISFACTI NO OF PERCENTA 45
ON LEVEL RESPONDENT GE 40
S
35
30
HIGHLY 16 16.33 25
SATISFIED 20
15
SATISFIED 39 39.80 10
5
INDIFFERENT 13 13.26 0
DISSATISFIED 19 19.39
HIGHLY 11 11.22
DISSATISFIED
TOTAL 98 100

INTERPRETATION : Around 56% of the respondents are SATISFIED with Airtel Post paid services, where
as 13.26% respondents are INDIFFERENT and 30.61% are NOT SATISFIED .
 CHI SQUARE ANALYSIS

OVERALL GENDER
SATISFACTION

SATISFACTION MALE FEMALE ROW TOTAL

LEVEL
SATISFIED 34 21 55
INDIFFERENT 08 05 13
DISSATISFIED 17 13 30
COLUMN TOTAL 59 39 98
NULL HYPOTHESIS(H0): The satisfaction level of Airtel Post paid customers is independent of
gender.
OBSERVED EXPECTED (O-E) * (O- [(O-E)*(O-
VALUES VALUES E) E)]/E
(O) (E) O-E

34 33.11 0.89 0.792 0.024

21 21.89 0.89 0.792 0.036
08 7.82 0.18 0.032 0.004
05 5.18 0.18 0.032 0.006
17 18.06 1.06 1.123 0.062
13 11.94 1.06 1.123 0.094
0.226

Calculated CHI SQUARE value = 0.226

Degree of freedom = (r-1) (c-1)

= (3-1) (2-1)
=2
Table value =5.99
INFERENCE :
Since the calculated value 0.226 is less than the table value
5.99 at 2 degree of freedom with 5% level of significance ,
so the null hypothesis is accepted .

Thus , the overall satisfaction of respondents towards Airtel post paid

services is independent of Gender.
Findings:
 Only 31.63% of the respondents are satisfied with the Customer
Care Service, where as 56.64% of the respondents are dissatisfied.
 Around 56% of the respondents are satisfied with Airtel Post paid
services, where as 31.63% are dissatisfied.
 Majority of the respondents i.e. (52.04%) are partially aware of
Rental plans. Whereas 14.29% are not aware.
 Majority of the respondents i.e. (67.35%) prefers to pay bills
through other online payments where as 22.45% prefers Airtel
Payments bank.
Suggestions :
 Airtel should focus on improving the awareness about various
Rental plans providing to the post paid customers through
advertisements.
 Airtel must improve their Customer Care Service by giving proper
response and solving the customer’s problem without any delay.
 Since the majority of the respondents are paying their bills through
other online payment services, Airtel should focus more on the
Airtel Payments bank promotion by giving more cashback and
discounts.
THANK YOU