AIRTEL Serviece Marketing Report

8/17/2019 AIRTEL Serviece Marketing Report

1/34

Measuring Customer

Satisfaction

Company Information :

Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth mobile phone

carrier to enter the Bangladesh market, and launched commercial operations on May 1, !". #arid

$elecom %nternational, an Abu &habi based consortium, sold a ma'ority "( stake in the company to

%ndia)s Bharti Airtel Limited. Bharti Airtel is making a *resh in+estment o* S& million to rapidly

expand the operations o* #arid $elecom. $his is the largest in+estment in Bangladesh by an %ndian

company. $his is Bharti Airtel s second operation outside o* %ndia. &habi Group continues as a strategic‟

partner retaining ( shareholding and has its nominees on the Board o* the ompany. Bharti Airtel

Limited took management control o* the company and its board, and rebranded the company)s ser+ices

under its o/n airtel brand *rom ! &ecember !1. $he Bangladesh $elecommunication 0egulatory

ommission appro+ed the deal on an 2, !1.

$he ne/ *unding is being utili3ed *or expansion o* the net/ork, both *or co+erage, capacity, and

introduction o* inno+ati+e products and ser+ices. As a result o* this additional in+estment, the o+erall

in+estment in the company /ill be in the region o* S& 1 billion.

Airtel Bangladesh Ltd. at Glance

4 Type: 5ri+ate

4 Industry: $elecommunication

4 Founded: &ecember 1, !1 60egistration date7

4 Headquarters: 8ouse 2, 0oad 19:A, Banani, &haka 1!1, Bangladesh

4 ey people: hris $obit 6hie* ;xecuti+e

Mukhopadhyay 6hie* ?inance


2/34

Measuring Customer

Satisfaction

Timeline of 'arid Telecom in Bangladesh4 %n &ecember !, #arid $elecom %nternational paid SC million to obtain a GSM license *rom the

B$0 and became the sixth mobile phone operator in Bangladesh.

4 %n a press con*erence on August 1", !@, #arid announced that its net/ork /ould be acti+ated t/o

months ahead o* schedule, in


3/34

Measuring Customer

Satisfaction

(ision ) Tagline HBy !1 Airtel /ill be the most lo+ed brand, enriching the li+es o* millions.I

*;nriching li+es means putting the customer at the heart o* e+erything /e do. #e /ill meet their needs

based on our deep understanding o* their ambitions, /here+er they are. By ha+ing this *ocus /e /ill enrich

our o/n li+es and those o* our other key stakeholders.


4/34

Measuring Customer

Satisfaction

!re,paid -etails

!repaid

$here are @ 6six7 di**erent packages a+ailable in one prepaid connection. ustomer can s/itch bet/een the

packages on o**er. #hen a user s/itches *rom one option to another, the bene*its under the pre+ious option

/ill automatically be changed to the ne/ one.

Foorti: $o keep customer dancing on their *eet all day = night long /ith the *riends, airtel introduces a

ne/ addition to its prepaid package port*olio )*oorti). 8ere, the customer can talk up to 1 hours 61! AM to

5M7 at the lo/est rate in the market.

Adda: Adda package gi+es maximum *n* and all that at *antastic rates. %n this package a subscriber can

add upto *n* numbers o* any operators. $his package is also popular among prepaid subscribers *or lo/

on-net tari**s.

+ho"aiE 0ecently airtel brings a re+olutionary package )shobai) /here a customer can select an operator o*

their choice and make all the numbers o* that operator as *n*. $hey can talk at the lo/est rate o* @

paisa:min /ith any number o* that operator by recharging B&$. @ and that /ill be +alid *or next " days. %*

the customer /ants to continue this o**er their next recharge must be @ taka /ithin the se+en days.

Golpo: %* someone lo+es making long con+ersations, )golpo) package o**ers /ith !2 hrs *lat tari** to any

number.

-ol"ol: Airtel is proud to introduce Jdolbol package, a one o* its kind o**er /here a prepaid subscriber ‟

can 'oin their o/n community and talk at the lo/est rate o* !9 paisa:min /ithin the community members.

otha: Subscribers can share e+ery little moment /ith the ones /ith airtel )kotha)-the package plan /ith 1

sec pulse *rom the +ery *irst second.

Prepai

KothDolbGolShobAddFoort


5/34

Measuring Customer

Satisfaction

(alue Added +er$ices alue-added ser+ices 6AS7 are popular as a telecommunications industry term *or

non-core ser+ices, or in short, all ser+ices beyond standard +oice calls transmissions. 8o/e+er, it can be

used in any ser+ice industry, *or ser+ices a+ailable at little or no cost, to promote their primary business. %n

the telecommunication industry, on a conceptual le+el, +alue-added ser+ices add +alue to the standard

ser+ice o**ering, spurring the subscriber to use their phone more and allo/ing the operator to dri+e up their

a+erage re+enue per user 6A057. ?or mobile phones, /hile technologies like SMS, MMS and data access

/ere historically usually considered +alue-added ser+ices, but in recent years SMS, MMS and data access

ha+e more and more become core ser+ices, and AS there*ore has beginning to exclude those ser+ices.

Like other telecom operator airtel also has introduced a distinct sort o* +alue added ser+ices to enhance the

le+el o* customer satis*action. As its +ision is to enrich the li+es o* millions by !1, airtel continuously

de+eloping uniue ser+ices so that the customers can obtain better experience 'ust in one connection. $he

+alue added ser+ices o* airtel areE

/ Tunes ) do0nloads:

%n this category a subscriber can ha+e +arious caller tune ser+ices including gaan bolo gaan pao, cricket

caller tunes, and %ndependence &ay special caller tunes. Subscriber can also do/nload games, /allpapers,logo and ringtones, *rom H///.airtelli+e.mobiI. ;dge:G50S enabled handsets are reuired to en'oy this

ser+ice.


6/34

Measuring Customer

Satisfaction

Airtel S$> MenuE Airtel N Sel* Ser+ice N 0ing back $one N Subscribe

4 Gaan bolo gaan paoE Airtel brings a uniue /ay o* searching *a+orite song to its customers /ho are tired

o* searching *a+orite song. Subscribers simply need to dial "!! and choose the language o* the song they

are searching. $hen simply utter the name o* the song, or mo+ie and keep en'oy *e/ selected songs.

4 SMS Song SearchE Subscriber may also search their *a+orite song through SMS. Simply type

$*indSong Fame or Singer Fame to 1!. %* they entered the Song name, they /ill *ind a list o* songs‟ ‟

/ith most closely matched song names. %* subscriber entered the Singer name, they /ill *ind a list o* songs

*rom that singer. %* the customer /ant to see more closely related songs, simply type J$*indmore and‟

reply to 1!. $hen, /hiche+er song is chosen, they need to pick the serial number to set it. A*ter that, the

*a+orite song /ill be set as aller $unes.

4 ricket aller $uneE A subscriber can let the /orld kno/ that they are the greatest *an o* ricket.

Subscriber can dial "1 = subscribe to ricket aller $unes and let the caller en'oy the li+e score update

/hile they are /aiting *or to pick up the phone.

8o/ to do it - Simply dial "1. - %* there is any on-going series, customer /ill be in*ormed to subscribe

by pressing 1. - ust press 1 = the ricket aller $une /ill be set. FoteE $he ricket aller $une /ill only

play only /hen there is a li+e match going on. hargeE Bro/sing charge through dialing "1 is B&$ !:

@ sec Searching song through " is B&$ ! : SMS K 1 ( A$ aller $unes hargesE Subscription

harge B&$ :month K 1 ( A$ Song or $une harge B&$ 1:song K 1 ( A$.

1/ 2ntertainment:

(oice adda: oice Adda is a !2-hour +oice based ser+ice /hich allo/s subscribers to dial O22O and

+oice chat /ith *riends = strangers alike. %t is a place /here people can make ne/ *riends = talk nonstop

on their *a+orite topics /hile maintaining complete con*identiality.

+ong ) greeting dedication: Airtel presents another exciting AS HSong Greetings Ser+iceI to its

customers so that they can gi*t their *a+orite songs, music to the lo+ed ones. A subscriber needs to dial ""

*rom their airtel mobile to get connected to song greetings +oice system.


7/34

Measuring Customer

Satisfaction

". Greeting Gifts 4"y pressing 1/ 8ere, subscriber /ill *ind special dedications *or birthdays, /edding

anni+ersaries and a +ariety o* personal messages on lo+e, sorro/ and much more. An especially uniue

greeting category is the H#ishes *rom the StarsI, /here subscribers can *ind greetings on special occasions

recorded in the +oice o* celebrities.

#ecording !ersonali5ed (oice greeting after the +ong6 Greeting A*ter the gi*t has been selected, the

user can also add a personali3ed touch to the gi*t by adding their o/n personal greetings by *ollo/ing the

simple +oice prompts. 5lease note that i* no personal greeting is recorded then by de*ault airtel system s‟

selected greeting /ill be played.

airtel dhoom: airtel dhoom is a complete +oice based in*otainment portal. $his subscription based ser+ice

/ill allo/ the users to get the updated in*ormation on sports, *un, de+otional and in*otainment categories

by dialing the short code 22. %n entertainment category other +alue added ser+ices are 'okes, uotes,

recipe, 'okes *rom comedian >a'ol, *ood and dining, m0adio, mchat, etc.

7/ Call managements ser$ices: all /aiting : call hold, missed call alert, +oice mail ser+ice, call *or/ard,

call di+ert, con*erence call, call block, etc.

8/ 3essaging ser$ices: SMS, international sms, mms, mobile email, international mms, /iki o+er sms,

and *ace book sms.

9/ -ata ser$ices: %nternet, mobile internet, mobile backup, airtel internet modem.

/ +ports: ricket update, sports update

;/ &e0s and updates: $ ne/s : ne/spaper alert

/ Finance: ?inance in*ormation, stock alert-li+e application, currency in*o, pri3e bond dra/, stock market in*o, sms banking and sms insurance.


8/34

Measuring Customer

Satisfaction

/ -e$otional: 8a'' in*o ser+ices, application based nama3 time, %0 6%nteracti+e oice 0esponse7 based

nama3 time, commodity price and tra**ic update, sms nama3 alert, days ayaat:hadith:Allah s name,‟

0amadan special, prayer:i*ter:sehri time.

1/ F3 radio ser$ices: 0adio amar, abc radio, radio *oorti, radio today.

7/ 2mergency info: 8ospital in*o, blood bank, police station, *ire brigade, ambulance etc.

8/ Info ser$ices: /eather, dictionary, +oice portal, time check, science = education, *ashion = leisure,

%S&:F#& code, BB-learn ;nglish, 8S suggestion.

9/ Classified ser$ices: 'obs alert ser+ice, matrimony alert ser+ice, property alert, $ution alert, mba3aar

alert, mhealth, $ender alert, binodon ne/s, *oreign 'ob alert, etc.

/ Location "ased ser$ices:

i/ (ehicle trac?ing ser$ice

A +ehicle tracking system combines the installation o* an electronic de+ice in a +ehicle, or *leet o*

+ehicles, /ith purpose-designed computer so*t/are at least at one operational base to enable the o/ner or a

third party to track the +ehicle)s location, collecting data in the process *rom the *ield and deli+er it to the

base o* operation. Airtel s ehicle $racking Ser+ice o**ers minute-by-minute in*ormation on +ehicles *or ‟

e**ecti+e management and easy reco+ery in case o* the*t.

?eatures

ehicle tracking in*ormation /ith high le+el o* accuracy

$rack +ehicle *rom cell phone to obtain real time location

Ability to remotely immobili3e +ehicle

0eplay mo+ements on maps = dra/ reports.

Benefits

%mpro+ed customer ser+ice

;nhanced security *or both dri+er and +ehicle

ontrol +ehicle abuse = misuse

Bene*it *rom !2:" monitoring and incident reco+ery


9/34

Measuring Customer

Satisfaction

Ascertain the location and status o* your car at anytime using /eb and #A5

Measure the producti+ity o* dri+ers and transport managers

;liminate logbooks and uickly reconcile disputed 'ob tickets

ehicle immobili3ation and reco+ery in case o* the*t

5eace o* mind.

ehicle tracker subscription tari**E B&$ @! K A$ : month ehicle tracking de+ice costE B&$ 11,

6%ncluding A$7. $he bundle includes +ehicle tracking de+ice and 5ostpaid S%M card.

ii/ (essel trac?ing ser$ice

$he primary ob'ecti+e o* this 'oint e**ort is to sa+e li+es o* dro/ning *ishermen and to restore li+elihoods

o* poor coastal *ishermen. Such *ishermen ha+e been se+erely a**ected in recent years due to an increase in

the *reuency o* occurrence o* rough sea e+ents. ?ishermen need to kno/ /hether there /ill be a potential

rough sea e+ent in a *oreseeable time *rame 6*or example, in the next 2 hours7 any time during the peak

*ishing season. An ad+ance /arning /ould enable *ishermen engaged in deep-sea *ishing to a+oid being

a**ected, dro/ned and at risk o* losing li+es.

Its ma@or ad$antages are:

Fleet Trac?ingE

All the +essels o* the subscribers that /ill be used *or the *ishing purpose in to the deep sea /ill be tracked.

Fecessary steps /ill be taken i* the signals are missing /ithin the ;conomic Pone o* Bangladesh.

'eather &e0sE

Subscribers /ill be getting /eather ne/s update times a day. $hey /ill be getting the /eather updates

through +oice communication *rom the +endor end.

2mergency Help ) #escue +er$ice:

Subscribers /ill be able to get help by pressing emergency s/itch. %n case o* the urgent reuirement o*

sur+i+al, they /ill be getting the help *rom the concern authority.

#oles ) responsi"ilities:

Airtel Bangladesh /ill do the necessary arrangement o* net/orks co+erage = telecommunication ser+ices

in to the deep sea 6as per the do ability7 throughout the coastal part o* Bangladesh.


10/34

Measuring Customer

Satisfaction

A0; Bangladesh /ill do the community mobili3ation mapping = skill enhancement capacity building

*or reducing the +ulnerability. A0; Bangladesh shall also pro+ide the necessary de+ices to the *ishing

boat o/ners but depending on the *unding *rom the donor agencies.

ey *eatures o* prepaid roamingE

4 Fo security deposit

4 Fo subscription *ee *or acti+ation o* prepaid roaming.


11/34

Measuring Customer

Satisfaction

4 5repaid roaming account can be recharged through an authori3ed person and email reuest *rom home =

abroad

4 !2:" %0 hotline numberE K1@"@"@ 6*rom abroad7 : "@ 6*rom home7

&ote:


12/34

Measuring Customer

Satisfaction

The 3o"ile !hone su"scri"ers are sho0n "elo0:

%perators Acti$e +u"scri"ers 4millions/ !ercentage 4/

Grameen !hone Ltd. 4G!/ 7;.;8< 8.9

%rascom Telecom BangladeshLimited 4Banglalin?/

19.>>< 1;.9=

#o"i Aiata Limited 4#o"i/ .7

Airtel Bangladesh Limited

4Airtel/

.97< ;.1

!acific Bangladesh Telecom

Limited 4Citycell/

. .==

Teletal? Bangladesh Ltd.

4Teletal?/

.1=9 .87

Total =>.7 >>

Current 3ar?et +ituation:

Current Market Share

Grameen Phone 41.65%

Banglalink 27.13%

Robi 20.13%

Airtel 7.21%

Cityell 1.!!%

"alitalk 1.43%


13/34

Measuring Customer

Satisfaction

+'%T Analysis:

S#


14/34

Measuring Customer

Satisfaction

3AI& +T-E:

Introduction:

ustomer satis*action is a *undamental marketing construct in the last three decades. %n the past, it /as

unpopular and unaccepted concept because companies thought it /as more important to gain ne/

customers than retain the existing ones. 8o/e+er, in this present decade, companies ha+e gained better

understanding o* the importance o* customer satis*action 6especially ser+ice producing companies7 and

adopted it as a high priority operational goal. ustomer satis*action, a term *reuently used in marketing, is

a measure o* ho/ products and ser+ices supplied by a company meet or surpass customer expectation.

ustomer satis*action is de*ined as Othe number o* customers, or percentage o* total customers, /hose

reported experience /ith a *irm, its products, or its ser+ices 6ratings7 exceeds speci*ied satis*action goals.

5eople in Bangladesh are becoming busy day by day and more pro*essional than pre+ious. $hey need to

share more in*ormation to each other because demography has changed due to the era o* globali3ation.

Mobile phone has introduced a tremendous change in the communication sector in our country. %t has

changed the communication structure also. 5eople in +arious occupations and income le+els are using

mobile phone intensi+ely *or their occupational purpose and personal purpose as /ell.

Bac?ground of the pro"lem:

$here are six mobile phone operators are running business in Bangladesh. Among them airtel is the late

entrant in the market. $he other telecom companies are continuing operations *or more than 1 decade

except $eletalk. %* /e look back at that time, the mobile phone ser+ices /ere limited to *e/ numbers o*

customers due to high connection price and call charges. Moreo+er, the net/ork /as also restricted to

some di+isional cities and in *e/ ma'or cities in the country. As the technology de+eloped and the tari**s

reduced by the companies people /ere getting more engaged /ith this portable telecommunication

ser+ices. ?or this reason, the early entrants in the market acuired enormous time *or the net/ork

expansion. As a result, their subscriber base reached to more solid stage. A*ter entering o* Airtel in the

market, there /as a remarkable change seen in telecommunication industry. $he competition has been


15/34

Measuring Customer

Satisfaction

more intensi*ied among the mobile phone companies. Airtel is also struggling /ith the other competitors

by o**ering ne/ and uniue ser+ices to keep up the market share.

Mean/hile, Airtel is +astly /ell accepted among young generation *or its youth oriented campaign and

promotions. ;specially the lo/er tari**s and highest ?n? *acilities are appealing all kinds o* people to use

Airtel prepaid connection. urrently, Airtel o**ers almost all types o* li+es enriching +alue added ser+ices

/ith the prepaid connection. 8o/e+er, *rom my recent obser+ation at my internship program, % *ound that

the airtel customers are experiencing poor ser+ice uality due to the limited net/ork co+erage. %t is true

that, Airtel has not got enough time *or the net/ork expansion that the other companies obtained. $here are

some other problems pre+ailing /ith the prepaid connection /hich make the customer *eel unpleased.

8ence, to sur+i+e in this competiti+e en+ironment, it might be +ery di**icult to keep the existing customers

satis*ied and to grab more market share. %t is there*ore imperati+e *or Airtel to analy3e the customer s‟

opinion in this regard to its ser+ices and take care o* the dissatis*action. $his study is aimed at re+ie/ing

the pre+ailing situation to assist Airtel so that it can take appropriate measures *or its impro+ement i*

needed.

%"@ecti$e of the +tudy: $he ob'ecti+e o* the report is di+ided into t/o parts. $hey are speci*ic and broadob'ecti+es. $he speci*ic and broad ob'ecti+e o* this report is gi+en belo/E1. Broad %"@ecti$e: $he broad ob'ecti+e o* this report is to *ind out the customer satis*action le+el o* Airtel prepaid customers.

!. +pecific %"@ecti$es: $he speci*ic ob'ecti+es /ill be

4Q$o *ind out speci*ic areas o* satis*action o* Airtel prepaid users

4Q$o *igure out speci*ic areas o* dissatis*action o* Airtel prepaid users

4Q$o kno/ the o+erall satis*action le+el o* the customers

4Q$o *igure out possible impro+ement sectors to reduce dissatis*action

Literature re$ie0 :

As my pro'ect area is to *ind out the customer satis*action le+el o* Airtel Bangladesh limited, % ha+e gone

through di**erent articles and 'ournals published *or telecom sector. % ha+e also re+ie/ed +arious /ebsites,

research papers and text books to enrich my theoretical kno/ledge on customer perception le+el. %t

pro+ides me /ith an idea about the current situation in terms o* /hat has been done, and /hat % kno/.

Sometimes it includes suggestions about /hat needs to be done to increase the kno/ledge and

understanding o* a particular problem.


16/34

Measuring Customer

Satisfaction

Customer +atisfactionD a theoretical re$ie0:

$he customers are in the mainstream o* sales oriented ser+ices. $he success o* such companies largely

depends on the satis*action o* the customers. $he buyers are happy i* the product and:or the ser+ices meet

their expectations. %* their reuirements do not meet the expectations the buyers become discontented, they

are delighted /hen the per*ormance *ul*ils their reuirements.

ustomers past buying experiences, the opinion o* *riends, associates, marketer, competitor in*ormation‟

and promises lead to the expectations. Marketer must be care*ul to set the right le+el o* expectations. %*

they set expectations too lo/, they may satis*y those /ho buy but *ail to attract enough buyers. %n contrast,

i* they raise expectations too high, buyers are likely to be disappointed. &issatis*action can arise either

*rom a decrease in product and ser+ice uality or *rom an increase in customer expectations. %n either case,

it presents an opportunity *or companies that can deli+er superior customer +alue and satis*action. $oday

most success*ul companies ha+e taken the strategy o* raising expectations and deli+ering per*ormance to

match. Such companies track their customers expectations, percei+ed company per*ormance, and‟

customer satis*action. 8ighly satis*ied customers produce se+eral bene*its *or the company. Satis*ied

customers remain connected *or a longer period and talk *a+orably to others about the company and its products and ser+ices

.The definition of customer satisfaction :

As the key dri+er o* customer loyalty, many researchers increased emphasis on customer satis*action. 8igh

le+el o* customer satis*action may lead to more loyal customers /hich means can bring more pro*it *or

enterprise. $here are many kinds o* de*inition o* customer satis*action, but no precise de*inition already

been de+elopment. According to the researchers, the /orking o* customer mind is like a black box. $hat is

an obser+er can only see /hat goes in and /hat comes out but not /hat happened inside. Satis*action may

result *rom a +ery simple or a complex process in+ol+ing extensi+e cogniti+e, a**ecti+e and other

undisco+ered psychological and physiological dynamics. omparing the de*initions o* satis*action, it can

be *ound that satis*action is stated to be a relati+e concept al/ays 'udged in relation to a standard. $hat

means i* /e de*ine customer satis*action on di**erent angles, /e can get di**erent de*inition. sually, many

researchers conceptuali3e customer satis*action as a personal *eeling that customers compare percei+ed

uality per*ormance /ith expectations. $his kind o* conception is represented by


17/34

Measuring Customer

Satisfaction

positi+e discon*irmation 6the expectations are met or exceeded7, the consumer is satis*iedR i* it is negati+e

discon*irmation 6percei+ed uality *alls short o* expectations7, and then the customer is dissatis*ied.

AS% 6American ustomer Satis*action %ndex7, SSB and ;S% de*ine customer satis*action as o+erall

satis*action. So here my theoretical *rame/ork treats customer satis*action as o+erall satis*action.

Customer satisfaction factors of prepaid customers of Airtel:

%n mobile telecommunication industry, there are direct and indirect *actors that in*luence customer

satis*action. 8ere % *ocus on the most important *actors that in*luence customer satis*action *or prepaid

customers o* Airtel /hich relates basically /ith a*ter sales ser+ices.

Cost $he cost o* the prepaid connection is one o* ma'or *actor *or the customers. Most o* the people in

Bangladesh are lo/ income le+el. $here*ore, to attain more customers Airtel should not charge high price

*or the ne/ connection so that it can be a**ordable to the lo/ income people. Moreo+er, tari** o* the

prepaid packages must be reasonable to keep satis*ied its customers.

A$aila"ility A+ailability o* the product at the right time leads the customers to a better experience.

ustomers al/ays /ant the product to be a+ailed near at home. $hey do not /ish to go *ar to ha+e product

and other related ser+ices. 8o/e+er, the prepaid customers reuire top-up their credit more *reuently. So,

to ensure *reuent purchase and to build up long term relationship /ith the customers the top-up stores

should be con+eniently located to the prepaid users.

Airtime Air time is the core o**ering o* Airtel, So, uality o* communication, net/ork a+ailability, etc, are

the most important customer satis*action *actors. uality o* airtime depends on the ratio o* subscribers and

transmission base station. %* the numbers o* subscribers are increased /ithout de+eloping the net/ork,

uality o* airtime goes do/n.

(alue Added +er$ice 4(A+/ alue added ser+ice has become essential *actor in telecom business. $he

customers not only /ish to get +oice communication but also desire more use o* it. $he telecom companies

are o**ering ne/ ser+ices apart *rom +oice communication, *or instances, edge:gprs, sports update, music


18/34

Measuring Customer

Satisfaction

in*ormation, di**erent sorts o* alert ser+ices, etc. $he more +alue added ser+ices a company can o**er /ith

a**ordable cost the more it can achie+e and retain its customers.

Customer +upport: Helpline Airtel pro+ides the state o* the art !2 hours customer supports through

customer hotline *or its customers in Bangladesh. Airtel subscriber needs to dial "@ to reach helpline. $he

hotline number has a language option *or ;nglish, Bangla. %t is a computer aided in*ormation base to a**ord

immediate access to the in*ormation about the subscribers, but the operations are done manually. A*ter

dialing "@, subscribers are *irst /elcomed by an automated and standardi3ed process. $hen he:she needs

to /ait *or maximum minutes. A*ter that the subscriber reaches the ustomer Manager.

Customer Care Center: A2CD A#CD ) A+C Most o* the problems o* the subscribers are sol+ed by the

helpline ser+ice. But there are some problems that cannot be sol+ed o+er the telephone con+ersation.

Subscriber need to appear physically to deal /ith those problems. Airtel has six customer care centers

around the country, /hich is kno/n as HAirtel ;xperience enterI 6A;7, located at key locations. $hese

centers are directly run by Airtel itsel*. Airtel has more than t/o hundred outlets spread across Bangladesh,

the largest chain o* retail outlets in the country, /hich is *urther backed up by a chain o* sub-dealers,

a**inity partners = distributors. &ealer outlets are kno/n as HAirtel 0elationship enterI 6A07. Bill payment, address change, S%M replacement, ne/ connection, scratch cards and sometimes mobile sets are

sold at these outlets. Bill collection *or post paid users and H;3ee LoadI top up *or pre-paid users can also

be a+ailed at the *ranchises. $hese *ranchises directly appoint dealers and sub-dealers in their designated

areas. ?urthermore, Airtel also has more than *our thousand HAirtel Ser+ice enterI 6AS7 around the

Bangladesh. $his ser+ice center handles the customer ser+ices, *or instances, sim replacement, ne/

connection, prepaid recharge, postpaid bill payment and other customer ueries. $hese a*ter sales ser+ices

are +ery crucial to keep the customer in*ormed and satis*ied regarding Airtel.

3ethodology:

#esearch -esign: A research design is a *rame/ork or blueprint *or conducting the marketing research

pro'ect. %t details the procedures necessary *or obtaining the in*ormation needed to structure or sol+e

marketing research problems. Although a broad approach to the problem has already been de+eloped, the

design speci*ies the details o* implementing that approach. A good research design /ill ensure that the

marketing research pro'ect is conducted e**ecti+ely and e**iciently. $ypically, this research design in+ol+es

the *ollo/ing components or tasksE

a7 lassi*y the nature o* research

b7 &e*ine the in*ormation needed


19/34

Measuring Customer

Satisfaction

c7 Speci*y the measurement and scaling procedures

d7 onstruct a uestionnaire *or data collection

e7 Speci*y the sampling process and sample si3e

*7 &e+elop a plan *or data analysis

Type of the #esearch: 0esearch design is basically classi*ied as exploratory or descripti+e research. $he

main ob'ecti+e o* exploratory research is to explore or search through a problem or situation to pro+ide

insights and understanding. %n general, exploratory research is meaning*ul in any situation /here the

researcher does not ha+e enough understanding to proceed /ith the research pro'ect. $he research process

that is adopted is *lexible and unstructured. %t rarely in+ol+es structured uestionnaires. $he primary data

are ualitati+e in nature and are analy3ed accordingly. ?or example, exploratory research may consist o*

personal inter+ie/s /ith industry experts.

on+ersely, the descripti+e research assumes that the researcher has much prior kno/ledge about the

problem situation. $he ma'or ob'ecti+e o* descripti+e research is to describe something, usually market

characteristics or *unctions. %n general, descripti+e research is marked by a clear statement o* the problem,

speci*ic hypotheses, and detailed in*ormation needs.

As a result, descripti+e research is preplanned and structured. %t is based on large, representati+e samples,

and the data obtained are sub'ected to uantitati+e analysis. As one o* my responsibilities /as to make

outbound call to capture the customer s *eedback regarding Airtel s ser+ices, % learnt a lot o* things *rom‟ ‟

there and acuired much insight about the problem situation. ?or this reason, exploratory research design/ill not be practiced rather this pro'ect is more in+ol+ed /ith the descripti+e research design.


20/34

Measuring Customer

Satisfaction

A om#ari$on o ba$i re$earh &e$ign$ i$ gi'en belo()

!ro"lem -efinition:

5roblem de*inition is the important part o* marketing research, a*ter de*ining the problem the research can

be design and conducted. $he main problem in /hich the research /ill *ocus is the analysis o* customer


21/34

Measuring Customer

Satisfaction

satis*action le+el o* prepaid subscribers o* Airtel Bangladesh Ltd. and the associated problems /ith the

prepaid connection /hich is identi*ied by asking rele+ant uestionnaires to the prepaid customers o* Airtel.

$he in*ormation needed *or the study /ill be the customer s perception le+el o* using Airtel prepaid‟

connection, an o+er+ie/ o* the problem, situation and /hat sort o* problems the subscriber *aces regarding

this ser+ices. ?or this research, 'udging perception le+el *or the prepaid ser+ices ha+e been obtained by

asking uestions and doing sur+ey on the Airtel prepaid users. Some o* the experiences and obser+ations

are also used *rom my 'ob responsibilities to prepare the uestionnaire. ?or getting insight o* the company

and its ser+ices some *eedbacks /ere obtained *rom executi+es and the team members o* Airtel. $his is the

problems /hich /ill be *ocused in the research and by de*ining these problems some important steps /ill

be suggested to sol+e the current situation to help the company *or their management decision.

3easurement and +caling !rocedure:

?or measurement and scaling, Fon-omparati+e techniue is selected because each ob'ect /ill be scaled

independently *rom other ob'ects in the stimulus test. A Likert Scale has been used *or the measurement

and scaling. A Likert scale is a psychometric scale commonly used in uestionnaires, and is the most

/idely used scale in sur+ey research, such that the term is o*ten used interchangeably /ith rating scale

e+en though the t/o are not synonymous. #hen responding to a Likert uestionnaire item, respondents

speci*y their le+el o* agreement to a statement. ?or gaining *ull +ie/ o* customer s perception o* the‟

prepaid ser+ices and their response le+el on each uestions *i+e response categories /ill be used starting

*rom strongly agree to strongly disagree. $o conduct the analysis, each statement is assigned a numerical

score ranging *rom 1 to . So the point o* strongly agree is , and strongly disagree is 1.

uestionnaire:

Sur+ey and obser+ation are the t/o basic methods *or obtaining uantitati+e primary data in descripti+e

research. Both o* these methods reuire some procedure *or standardi3ing the data-collection process so

that the data obtained are internally consistent and can be analy3ed in a uni*orm and coherent manner. A

uestionnaire has been used to conduct the sur+ey *or this research paper.

%t is a *ormali3ed set o* uestions *or obtaining in*ormation *rom the Airtel prepaid customers. % tried my

le+el best in setting up the uestions, so that it must translate the in*ormation needed into a set o* speci*ic

uestions that the respondents can and /ill ans/er. ?urthermore, % made this uestionnaire in such a /ay

that must upli*t, moti+ate and encourage the respondents to participate, cooperate and complete the

inter+ie/. %n beginning o* the uestionnaire, % introduce mysel*, mention the name o* the research topic,

and put a little description about the purpose sur+ey respecti+ely.


22/34

Measuring Customer

Satisfaction

$hen, % proceed to respondent section. $he aim o* the respondent section is to get the general in*ormation

about the respondent and to become a/are o* the usage pattern o* their respecti+e airtel prepaid

connection. %n the third portion o* the uestionnaire, there are 1 direct and correlated uestions placed

/hich are +ery precise /ith the airtel prepaid ser+ice. $hese 1 set o* uestions has been prepared based

on the *actors *or measuring satis*action le+el. Lastly, there is some space gi+en *or the respondent i* they

/ish to /rite some comment or suggestion regarding prepaid ser+ices.

The +ampling designing !rocess:

-efine the target population: $he sample design begins by speci*ying the target population. $arget

population is the collection o* elements or ob'ects that posses the in*ormation sought by the researcher and

about /hich in*erences are to be made. 5opulation o* this research could be the prepaid sim users.

Fe+ertheless, the target population must be de*ined precisely. %t should be de*ined in terms o* elements,

sampling units, extent, and time.

2lement of population: An element is the ob'ect about /hich or *rom /hich the in*ormation is desired.

$he element o* target population o* the research study /ill be all the prepaid subscribers o* Airtel

Bangladesh limited.

+ampling nit: A sample unit is an element that is a+ailable *or selection at some stage o* the sampling

process. Sampling unit /ill be *or identi*ying the elements a+ailable *or pro+iding in*ormation. ?or this

research, the sampling unit /ill be the acti+e prepaid users o* Airtel.

2tent ;xtent re*ers to the geographical boundaries /ithin /hich the research is conducted. &ue to the

time and resource constraints the extent o* the target population o* this research is limited only to the Airtel prepaid customers o* &haka city. ?or more speci*ically, the research has been conducted to the students o*

Forthern ni+ersity and some o* my *riends and neighbors /ho are certainly using Airtel prepaid S%M.

Time $he time *actor is the period under consideration *or selecting the target population. $he time *rame

*or selecting target population and *iguring the sampling /as began on @ une !1! and sustained to !

une !1!.

-etermine the sampling frame: A sampling *rame is a representation o* the elements o* the target

population. %t consists o* a list or set o* directions *or indenti*ying the target population. ?or determining

sampling *rame o* this research % took the help o* some members o* Forthern ni+ersity ;n+ironmental‟

club. $hey pro+ided me the in*ormation about the members /ho /ere using airtel prepaid S%M.


23/34

Measuring Customer

Satisfaction

% also prepared mysel* to obtain help *rom my *riends and neighbors i* % /ouldn t get enough respondents‟

in B0A ni+ersity *or conducting the research. ?or this reason, % used the phonebook directory o* my

cell phone to kno/ /hich o* my nearest ones use airtel prepaid.

+elect a sampling technique: %n case o* selecting a sampling unit, % selected sampling /ithout

replacement techniue.


24/34

Measuring Customer

Satisfaction

+ources of -ata :$here are t/o types o* data sources are used to obtain the reuired in*ormation.

. !rimary -ata +ources,

&irect inter+ie/ though a sur+ey uestionnaire $elephone con+ersation /ith the prepaid customers

!. +econdary -ata +ources,

4 ommercial /ebsites o* airtel

4


25/34

Measuring Customer

Satisfaction

arranged in such a /ay /hich is directly related to the customer satis*action *actors. $o measure the degree

o* agreement, each statement is assigned a numerical score ranging *rom 1 to . So the point o* strongly

agree is , and strongly disagree is 1.

?irstly, % ha+e analy3ed the total scores that stand *or o* the each statement. By analy3ing each statement

this /ay, the speci*ic areas o* satis*action and speci*ic areas o* dissatis*action could be identi*ied. As a

result, it /as *easible *or me to *igure out the *actors that make the customers *eel satis*ied and the *actors

responsible *or dissatis*action. 8o/e+er, the highest point *or each uestion is 1 6 respondents D 7

and the lo/est point is 6 respondents D 17. 8ere, % calculated total point o* each uestion and also

calculated the mean a+erage o* the each statement to *igure out the central limit tendency and standard

de+iation o* the mean to measure the dispersion o* +alues.

A lo/ standard de+iation means the data points tend to be +ery close to the mean, and high standard

de+iation indicates the data are spread out o+er a large range o* +alues. All the standard de+iations o* the

1 uestions are less than 1, /hich means the data in e+ery series are +ery close to their means. All the

standard de+iations o* the 1 uestions are more than 1, /hich means the data in e+ery series are dispersed

to their means. Secondly, % analy3ed the total scores o* each respondent to get the general o+er+ie/ aboutthe customer satis*action distincti+ely. So the highest point *or each respondent is " 61 statements D 7

and the lo/est point is 6 D17.

8ere, the same statistical tools ha+e been *ollo/ed that /ere used in analy3ing the each statement. ?rom

a+erage point % di+ided into three categories o* subscribersR satis*ied subscribers and moderate subscribers

and not satis*ied subscribers. %* the a+erage point is more than 2, then it is Hsatis*ied subscribersI. %* the

a+erage point is more than , then it is Hmoderate subscribersI and *inally, i* the a+erage point is less than

, then it is not Hsatis*ied subscribersI.

Findings $he research *indings are organi3ed in coherent and logical /ay. A*ter the completion data

analysis success*ully % ha+e arranged the research *indings into *our segments. $he research *indings o*

this pro'ect begin /ith the respondent analysis /ith supporting interpretation and illustrations. %n the

second segment, the *indings /ill be on the analysis on each statement o* the uestionnaire. $he *indings

o* the general o+er+ie/ o* respondents /ill be sho/n in segments three. $he segment *our /ill re*lect the personal opinion and suggestion o* respondents to the airtel.

Findings on respondents analysis $he general analysis o* the samples is presented in this section.

$he main ob'ecti+e o* the respondents analysis is to get the o+er+ie/ about respondents. 8ere,‟


26/34

Measuring Customer

Satisfaction

respondent s gender, age limit, duration o* their net/ork, and usage pattern, etc. ha+e been discussed‟

brie*ly. $here is no statistical tool used to analysis the respondent s o+er+ie/ because this in*ormation /ill‟

not a**ect directly to the customer satis*action *actors. ?or collecting data *rom the *ield, the research

sur+ey has been conducted among ! male and 1 *emale users o* airtel prepaid connection. $hus, the ratio

o* male user is @@.@"( and the ratio o* *emale user is .(.

Since, Airtel is the most pre*erable brand among young people % conducted the sur+ey among the people

/hose age limit /as 19-!" years. Amongst respondents, only respondents had been using their airtel

prepaid *or years. Six respondents /ere using *or *our years and six respondents /ere using *or three

years.


27/34

Measuring Customer

Satisfaction

+tatement 7: H% get clear sound uality /hen % talk o+er the phoneI $he sample elements ha+e pro+ided

the rating o* !."@ in an a+erage to the statement. $his means the respondents ha+e disagreed /ith the

statement. Since, the standard de+iation is 1." the data are spread out o+er a large range o* +alues. $hough

the respondents are ha+ing poor call uality /hile talking o+er mobileR some o* the respondents are ha+ing

good experience /ith that.

+tatement 8: H8o/ do you rate the uality o* net/ork in your areaR ;xcellent 67, ery good 627, Good

67, ?air 6!7, 5oor 617I $he mean a+erage o* this statement is !.". $he net/ork uality has been rated poor

by the respondents. $he standard de+iation o* this statement is 1.. $hat means data are dispersed to their

means. Since, most o* the respondents are experiencing poor net/ork uality in their respecti+e areas,

some o* the respondents are not *acing net/ork problem.

+tatement 9: H% ne+er *ace o+ercharging issueI $he mean a+erage o* this statement is .@. $he mean

a+erage sho/s that the respondents are in neutral position in this statement. $he standard de+iation o* this

statement is 1.1. $hat means data in e+ery series are largely dispersed to their means. Since, most o* the

respondents are in neutral positionR some o* the respondents are agreed /ith the statement that is they ha+e

not *aced any o+ercharging issue.

+tatement : H% o*ten get bonus talk time:SMS *rom AirtelI $he mean a+erage o* this statement is ."@.

$he mean a+erage sho/s that the respondents are slightly agreed in this statement. $he standard de+iation

o* this statement is 1.19. $hat means data in e+ery series are largely dispersed to their means. ?rom this

analysis, it can be noted that some respondents are ha+ing bonus talk-time and some are not getting any

bonus.

+tatement ;: HAirtel recharge stores are con+eniently locatedR there*ore, % can easily top up my credit

/hene+er % needI $he mean a+erage o* this statement is 2.1. $he mean a+erage sho/s that the

respondents are agreed in this statement. $he standard de+iation o* this statement is ." /hich is less than

1. $hat means the data in e+ery series are +ery close to their means. ?rom this analysis, it can be assumed

that airtel extensi+ely made the prepaid recharge shops a+ailable to the customers.

+tatement


28/34

Measuring Customer

Satisfaction

+tatement =: H% am pleased /ith Airtel internet ser+iceI $he mean a+erage o* this statement is !.". $he

mean a+erage sho/s that the respondents are disagreed in this statement. $he standard de+iation o* this

statement is 1.1 /hich is more than 1. $hat means the data in e+ery series are dispersed to their means.

?rom this analysis, it can be assumed that airtel internet ser+ice is not good in some areas.


29/34

Measuring Customer

Satisfaction

+tatement 9: H%* another operator comes up /ith the same o**er, % /ould still be connected /ith AirtelI

?inally % ha+e arri+ed to the mean a+erage o* the last statement /hich is .. %t indicates that the

respondents are neutral in this regard. $he standard de+iation o* this statement is 1.! /hich is more than

1. $hat means data in e+ery series are dispersed to their means. Since the neutral mean +alue is pre*erred

by the respondents, the large higher standard de+iation says the respondent s ha+e di**erent agreement in‟

this manner. ?indings on the statement analysis sho/ that *our statements ha+e acuired the mean a+erage

o* less than . $hose areE

4 Statement , acuired mean !."@R /hich is related /ith the call uality

4 Statement 2, acuired mean !."R related /ith net/ork uality

4 Statement 9, acuired mean !."R linked /ith the internet or ;dge:G50S

4 Statement 1, acuired mean !.@R associated /ith the messaging communication

Since, the mean a+erage is the re*lection o* the most respondents agreement, hence, there are *our speci*ic

areas *ound *or customer dissatis*action. $he ma'or areas o* dissatis*action areE

4Q Fet/ork uality

4QMessaging communication *rom Airtel

4Q%nternet or ;dge:G50S ser+ice

4Qall uality during airtime

$here are ele+en statements acuired the mean a+erage o* more than . $hose areE

4 Statement ", acuired mean 2.1R

4 Statement 1, acuired mean 2.1R

4 Statement !, acuired mean .R

4 Statement @, acuired mean ."@R

4 Statement , acuired mean .@R

4 Statement 1!, acuired mean .2"R

4 Statement 1, acuired mean .2"R

4 Statement 12, acuired mean .R

4 Statement 1, acuired mean .R

4 Statement 11, acuired mean ."R4 Statement , acuired mean .!"R

onseuently, the ma'or areas *or customer satis*action areE

4 $he a+ailability o* the recharge card : ;3ee Load *or prepaid


30/34

Measuring Customer

Satisfaction

4 $he a**ordability o* ne/ prepaid connection

4 $ari**s, *eatures o* the prepaid packages

4 Bonus talk time : SMS

4 alue Added Ser+ice 6AS7

4 ustomer ser+ices through customer care line 6"@7

4 A*ter sales ser+ice, etc.

Findings on general o$er$ie0 $he third segment o* the research *indings ha+e been organi3ed to obtain

the customer satis*action le+el o* the respondents. 8ere, % analy3ed the total scores o* each respondent to

get the general o+er+ie/ about the customer satis*action distincti+ely. So the highest point *or each

respondent is " 61 statements D 7 and the lo/est point is 6 D17. 8ere, the same statistical tools ha+e

been *ollo/ed that /ere used in analy3ing the each statement.

A*ter analy3ing the data, % *ound that the highest score is @" out o* " and the mean is 2.2". $he lo/est

score is " out o* " and the mean is !.2". $he respondent /ho got the mean a+erage o* 2.2" is considered

as the most satis*ied subscriber and the respondent /ho acuired the mean a+erage o* !.2" is recogni3ed as

the most dissatis*ied subscriber o* Airtel prepaid. 8o/e+er, the o+erall analysis o* the total respondents‟

sho/s that mean a+erage is .", logically /hich is neutral and the standard de+iation is .1 /hich is less

than 1.

8ere, the lo/ standard de+iation indicates the data points in e+ery series are +ery close to the mean.

?inally, the research *indings ha+e arri+ed at a point that the most o* the airtel prepaid subscribers are the

moderate subscribers.

#espondents opinion and suggestion %n the respondent s opinion and suggestion section, 1! respondents‟

did not put any opinion. 8o/e+er, rest 1 o* the respondents shared their +aluable opinion regarding Airtel

ser+ices and those are gi+en belo/ accordinglyE

Most o* the respondents suggested airtel to upgrade its net/ork co+erage as soon as possible.

Some respondents also suggested toE

Stop sending un/anted SMS

0educe AS tari**s %ncrease the +alidity *or bonus talk time


31/34

Measuring Customer

Satisfaction

2lement of population: An element is the ob'ect about /hich or *rom /hich the in*ormation is desired.

$he element o* target population o* the research study /ill be all the prepaid subscribers o* Airtel

Bangladesh limited.

+ampling nit: A sample unit is an element that is a+ailable *or selection at some stage o* the sampling

process. Sampling unit /ill be *or identi*ying the elements a+ailable *or pro+iding in*ormation. ?or this

research, the sampling unit /ill be the acti+e prepaid users o* Airtel.

2tent ;xtent re*ers to the geographical boundaries /ithin /hich the research is conducted. &ue to the

time and resource constraints the extent o* the target population o* this research is limited only to the Airtel prepaid customers o* &haka city. ?or more speci*ically, the research has been conducted to the students o*

B0A ni+ersity and some o* my *riends and neighbors /ho are certainly using Airtel prepaid S%M.

Time $he time *actor is the period under consideration *or selecting the target population. $he time *rame

*or selecting target population and *iguring the sampling /as began on @ une !1! and sustained to !

une !1!.

-etermine the sampling frame :A sampling *rame is a representation o* the elements o* the target

population. %t consists o* a list or set o* directions *or indenti*ying the target population. ?or determining

sampling *rame o* this research % took the help o* some members o* B0A ni+ersity 8eritage ?orum.‟

$hey pro+ided me the in*ormation about the members /ho /ere using airtel prepaid S%M. % also prepared

mysel* to obtain help *rom my *riends and neighbors i* % /ouldnTt get enough respondents in B0A

ni+ersity *or conducting the research. ?or this reason, % used the phonebook directory o* my cell phone to

kno/ /hich o* my nearest ones use airtel prepaid.

+elect a sampling technique :%n case o* selecting a sampling unit, % selected sampling /ithout

replacement techniue.


32/34

Measuring Customer

Satisfaction

4 $he nature o* analysis

4 Sample si3e used in similar studies

4 0esource constraints, etc.

By considering all this *actors and discussing /ith my super+isor the sample si3e is considered to be

around users o* airtel prepaid connection.

Conclusion:

Airtel is a telecom ser+ice pro+iding company /here customer satis*action is both goal and marketing tool.

$oday s customers in the telecom industry, /here lots o* o**ers are a+ailable, are harder to satis*y. $hey are‟

smarter, more price conscious, more demanding, less *orgi+ing and they are approached by many more

companies /ith eual or better o**ers. $he challenge is not only to produce satis*ied customers also to

produce loyal and delighted customer. $his is competiti+e and customer dri+en market. %t is high time *or

Airtel to satis*y and retain its existing customers. As the mobile connection price, call charge, e+en the

price o* the handset ha+e been reduced due to technological ad+ancement people o* all income le+el arestarted using cell phone. Fo/adays, most o* the students and the lo/ income people are deeply relying on

Airtel because o* the cheap cost. 8ence, it has become ine+itable *or Airtel to expand the net/ork co+erage

soon *or a sustainable *uture.


33/34

Measuring Customer

Satisfaction

#ecommendation:

$he recommendation part o* the pro'ect is prepared based on the research *indings. By *ollo/ing those

recommendations, Airtel can decrease the dissatis*actions o* the customers and thus earn a sustainable,

distinct competiti+e ad+antage to achie+e more market share.

4QAirtel must upgrade the net/ork co+erage as early as possible. Since, the net/ork up gradation has not

been *inished yet Airtel should o**er Miscall Alert ser+ice *or *ree. ustomers understand that net/ork

impro+ement cannot be done o+ernight. But i* miscall alert ser+ice is o**ered at *ree o* cost the existing

customers may compromise /ith the current situation and ne/ customers may also /ish to 'oin Airtel.

$hus, dissatis*action may reduce regarding net/ork problem.

4QAirtel should not send unnecessary SMS to the subscribers. %t makes the customers annoyed /hen a SMS

is recei+ed during /orking hours. SMS can be sent on /eekend, holidays, or in o**-peak hour so that it

does not make the customers dissatis*ied.

4Q%nternet is no/ an integral part o* our li*e. Airtel internet ser+ice must be de+eloped reasonably so that

people can use more o* it.


34/34

Measuring Customer

Satisfaction

4QAirtel must use ad+anced technology to impro+e the phone call uality

4Q$he tari**s o* the +alue added ser+ice 6AS7 can be reduced so that more people can use AS to enrich

their moments.

4QAirtel o**ers enormous bonus talk time or SMS to the prepaid customers usable *or short time period.

ustomers get dissatis*ied /hen they *ind that +alidity o* using bonus o**er expires be*ore it is consumed.

$here*ore, Airtel should increase the +alidity date *or the bonus talk time and SMS to enhance the

satis*action le+el.

4QAirtel can o**er attracti+e handset bundle package /ith lo/ price so that lo/ income people can a**ord to

buy an airtel connection /ith handset.

4QAirtel must not only be sponsor o* recreational programs at $ channels but they should be an acti+e

participant o* charity e+ents to establish a good corporate image.

#eferences :

httpE::///.bd.airtel.com:

httpE::///.airtel.in:

httpE::en./ikipedia.org:/iki:$elecommunicationsUinUBangladesh

httpE::en./ikipedia.org:/iki:AirtelUBangla

httpE::///.gi*ted.uconn.edu:siegle:research:Formal:stdexcel.htm

httpE::///.btrc.go+.bd:

Malhotra, Faresh >.R Marketing 0esearchE An Applied otler, 5hilip = >eller, >e+in L.R Marketing ManagementR 1th ;ditionR 5earson;ducation 6%ndia7R !1

AIRTEL Serviece Marketing Report

Documents

Transcript of AIRTEL Serviece Marketing Report