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CHAPTER - 1

INTRODUCTION

MARKETING

Marketing as a functional area of management is becoming increasingly important as compared to

other fields such as production, finance, personnel and research & development. The increasing

significance of marketing is that marketing information has gained the present pivotal place of importance.

All the decision in modern business organization revolves around the marketing information. It is a human

activity directed at satisfying needs and wants through exchange processor.

IMPORTANCE OF MARKETING

Customer satisfaction depends on the products perceived performance. Outstanding marketing

companies go out of their way to keep their customers satisfied. Satisfied customers make repeat

purchases, and they tell others about their good experiences with the product.

CUSTOMER SATISFACTION

Customer satisfaction is closely linked to quality. Many companies have adopted total quality

management programs, designed constantly improve the quality their products, services and marketing

processes. Quality has a direct impact on product performance and hence on customer satisfaction.

Today Companies are facing tough competition. The customers have a wide choice of brands to

select from. In order to survive the competition, the companies have to do a better job of meeting and

satisfying customer needs than their competitors.

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IMPORTANCE OF CUSTOMER SATISFACTION

The need to satisfy customer for success in any commercial enterprise is very obvious. The income

or all commercial enterprise is derived from the payments received for the products and services

supplied to its external customers if there are no customers, there is no income and there is no business.

In other words, customers are the sole reason for the existence of commercial establishment.

Thus the core activity and perhaps one of the most important activities of any company is to

attract and retain customers.

REQUIREMENT OF CUSTOMER SATISFACTION

Since Customer satisfaction is an important goal of any marketing program. It becomes

necessary to establish factors which help to satisfy the customer, the important factors are:

Quality

Fair price

Serious consideration of customer complaints

QUALITY

Quality must be reflected in every company activity not just in company products, quality should be

reflected in advertising services, product literature, delivery, after sales support and so on. Quality is

absolutely for customer satisfaction because customers are becoming more demanding.

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FAIR PRICE

It is very important to satisfy a customer, price is actually the cost of a product or service paid by

the customer. Price should therefore commensurate with the offers perceived value. If it is not, buyers wilturn to competitors product.

SERIOUS CONSIDERATION OF CUSTOMERS COMPLAINTS

Complaints should be considered and resolved promptly at the time the fault may be entirely with

the customer. In such cases a responsible action needs to be taken. The total fault may also lie with the

company and it is this situation there should be no shifting of the blame. Instead the company should leave

aside its ego and look into the complaint and resolve it or compensate for it. This would keep the customer

satisfied.

1.1.INDUSTRY PROFILE

Telecommunication is thetransmission of messages over significant distances for the purpose of

communication. In earlier times, telecommunications involved the use of visual signals, such as smoke

semaphore telegraphs, signal flags, and opticalheliographs, or audio messages via coded drumbeats, lung-

blown horns, or sent by loud whistles, for example. In the modern age of electricity and electronics

telecommunications has typically involved the use of electric means such as the telegraph, the telephone, andthe teletype, the use ofmicrowave communications, the use offiber optics and their associated electronics

and/or the use of the Internet. The first breakthrough into modern electrical telecommunications came with

the development of the telegraph during the 1830s and 1840s. The use of these electrical means of

communications exploded into use on all of the continents of the world during the 19th century, and these

also connected the continents via cables on the floors of the ocean. These three systems of communications

all required the use ofconducting metalwires.

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A revolution inwireless telecommunications began in the first decade of the 20th Century, with

Galileo Marconi winning the Nobel Prize in Physics in 1909 for his pioneering developments in wireless

radio communications. Other early inventors and developers in the field of electrical and electronic

telecommunications includedSamuel F.B. Morse andJoseph Henry of the United States,Alexander Graham

Bell ofCanada,Lee de Forest of the U.S., who invented the amplifyingvacuum tube called the triode, EdwinArmstrong of the U.S., John Logie Baird ofEngland, andNicola Tesla who's most important inventions were

created in the United States.

Telecommunications play an important role in the world economy and the worldwide

telecommunication industry's revenue was estimated to be $3.85 trillion in 2008.[1] The service revenue of the

global telecommunications industry was estimated to be $1.7 trillion in 2008, and is expected to touch $2.7

trillion by 2013.Mobile telephony is the provision oftelephone services tophones which may move around

freely rather than stay fixed in one location. Mobile phones connect to a terrestrial cellular networkofbase

stations (cell sites), whereas satellite phones connect to orbitingsatellites. Both networks are interconnected

to thepublic switched telephone network(PSTN) to allow any phone in the world to be dialed.

Impact on Society

Since the introduction of mobile phones, concerns (both scientific and public) have been raised

about the potential health impacts from regular use. But by 2008, American mobile phones transmitted and

received more text messages than phone calls. Numerous studies have reported no significant relationship

between mobile phone use and health, but the effect of mobile phone usage on health continues to be an

area of public concern. For example, at the request of some of their customers, Verizon created usage

controls that meter service and can switch phones off, so that children could get some sleep. There have

also been attempts to limit use by persons operating moving trains or automobiles, coaches when writing

to potential players on their teams, and movie theater audiences. By one measure, nearly 40% o

automobile drivers aged 16 to 30 years old text while driving, and by another, 40% of teenagers said they

could text blindfolded.

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18 studies have been conducted on the link between cell phones and brain cancer; A review of

these studies found that cell phone use of 10 years or more "give a consistent pattern of an increased risk

for acoustic neuronal and glioma". The tumors are found mostly on the side of the head that the mobile

phone is in contact with. In July 2008, Dr. Ronald Herberman, director of the University of Pittsburgh

Cancer Institute, warned about the radiation from mobile phones. He stated that there was no definitive

proof of the link between mobile phones and brain tumors but there were enough studies that mobilephone usage should be reduced as a precaution.

Studies are also being done on children and how mobile phone radiation affects their brains. When

children start using mobile phones at a young age, they will have more years to deal with mobile phone

radiation than adults will who started using mobile phones at a later age. Also, childrens brains are still

developing and radiation can affect the growth of the brain easier than adults. Brains of children under 8

years of age, in fact, absorb three times the amount of radiation that adults brains do. To reduce the

amount of radiation being absorbed hands free devices can be used or testing could supplement calls. Calls

could also be shortened or limit mobile phone usage in rural areas. Radiation is found to be higher in areas

that are located away from mobile phone towers.

1.2. COMPANY PROFILE

Bharti Airtel Limited

TypePublicBSE: 532454 NSE: BHARTIARTL

Industry Telecommunications

Founded 7 July 1995

Founder(s) Sunil Bharti Mittal

Headquarters New Delhi, India

Area servedSouth Asian & African countries andthe Channel Islands

Key peopleSunil Bharti Mittal(Chairman) and (MD)

Services Mobile Network

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WirelessLandlineBroadbandSatellite Television

Revenue $9.290 billion (2010)

Operating

income$2.313 billion (2010)

Profit $2.079 billion (2010)

Total assets $15.527 billion (2010)

Total equity $9.491 billion (2010)

Employees 24,501 (December 2010)

Parent

Bharti Enterprises (63.45%)SingTel (32.15%)Vodafone (4.4%)

Website www.airtel.com

Bharti Airtel Limited (NSE: BHARTIARTL, BSE: 532454), commonly known as Airtel, is an Indian

telecommunications company that operates in 19 countries across South Asia, Africa and the Channel

Islands. It operates a GSM network in all countries, providing 2G or 3G services depending upon the

country of operation. Airtel is the fifth largest telecom operator in the world with over 207.8 millionsubscribers across 19 countries at the end of 2010. It is the largest cellular service provider in India, with

over 164.61 million subscribers at the end of 2011 April. Airtel is the 3rd largest in-country mobile

operator by subscriber base, behind China Mobile and China Unicom.

Airtel also offers fixed line services and broadband services. It offers its telecom services under the

Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider

to achieve this Cisco Gold Certification. To earn Gold Certification, Bharti Airtel had to meet rigorous

standards for networking competency, service, support and customer satisfaction set forth by Cisco. The

company also provides land-line telephone services and broadband Internet access (DSL) in over 96 cities

in India. It also acts as a carrier for national and international long distance communication services. The

company has a submarine cable landing station at Chennai, which connects the submarine cable

connecting Chennai and Singapore.

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It is known for being the first mobile phone company in the world to outsource everything excep

marketing and sales and finance. Its network (base stations, microwave links, etc.) are maintained by

Ericsson, Nokia Siemens Network and Hawaii, business support by IBM and transmission towers by

another company (Bharti Infratel Ltd. in India). Ericsson agreed for the first time, to be paid by the minute

for installation and maintenance of their equipment rather than being paid up front. This enabled the

company to provide pan-India phone call rates of Rs. 1/minute (U$0.02/minute). Call rates have comedown much further. During the last financial year [2009-10], Bharti has roped in a strategic partner

Alcatel-Lucent to manage the network infrastructure for the Telemedia Business.

COMPANIES OF AIRTEL

1. Bharti Airtel Ltd

Bharti Airtel Ltd is India's leading provider of telecommunications services. The company has 4 distinct

Business divisions - Mobile & telephone services, broadband services, long distance services and

enterprise services.

2. Bharti TeleTech Ltd

Bharti TeleTech Ltd manufactures and exports world-class telecom equipment under the brand 'Beetel'

3. Telecom Seychelles Ltd

Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand 'Airtel'

4. Bharti Telesoft Ltd

Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and services to telecom carriers.

5. TeleTech Services (India) Ltd

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TeleTech Services (India) Ltd is joint venture with TeleTech Inc., USA. It offers a range of Customer

Management Services.

6. FieldFresh Foods Pvt Ltd

FieldFresh Foods Pvt Ltd is Bharti's venture with EL Rothschild Group owned ELRO Holdings India Ltd.,

to export fresh Agri products exclusively to markets in Europe and USA.

AWARDS AND RECOGNITION

Wireless service provider of the year 2005 at the Frost and Sullivan Asia-Pacific ICT awards .

Competitive service provider of the year 2005 at the Frost and Sullivan Asia-Pacific ICT awards.

It has an installed base of 40,000 cell sites and 59% population coverage.

After the proposed network expansion, an additional 30,000 towers will result in the company achieving

70% population coverage.

Bharti has over 39 million users as on March 31, 2007.

It has set a target of 125 million subscribers by 2010.

Prepaid customers account for 88.5% of Bhartis total subscriber base, an increase from 82.7% a year

ago.

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Non-voice revenues, (SMS, voice mail, call management, hello tunes and Airtel Live) constituted 10% of

total revenues during Q4, lower than 10.7% in the Q4 of the previous year.

Blended monthly minutes of usage per customer in Q4 was at 475 minutes.

Has completed 100% verification of its subscribers and in the process disconnected three lakhsubscribers.

History

Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was into an agreement with

Germany's Siemens to manufacture the company's push-button telephone models for the Indian market. In

1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and his company became the first in

India to offer push-button telephones, establishing the basis of Bharti Enterprises. This first-move

advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere in the telecommunications

market. By the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first

cordless telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi.

In 1995, Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched

service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises

acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In

2000, Bharti acquired control of Sky cell Communications, in Chennai. In 2001, the company acquired

control of Spice Cell in Calcutta.

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Bharti Enterprises went public in 2002, and the company was listed on Bombay Stock Exchange

and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the

single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti

extended its network to Andaman and Nicobar.2009; Airtel launched its first international mobile

network in Sri Lanka. In 2010, Airtel began operating in Bangladesh and 16 African countries. Today

Airtel is the largest cellular service provider in India and fifth largest in the world

India

Mobile

Airtel has nation wide presence and is the market leader with a market share of almost completely

It is 6th most valued brand according to an annual survey conducted by Brand Finance and The Economic

Times in 2010. On 19 October 2004, Airtel announced the launch of a Blackberry Wireless Solution in

India. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research in Motion

(RIM).The Apple iPhone 3G was rolled out in India on 22 August 2008 by Airtel & Vodafone. However,high prices and contract bonds discouraged consumers and it was not as successful for both the service

providers as much as the iPhone is successful in other markets of the world.

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3G

On May 18, 2010, 3G spectrum auction was completed and Airtel will have to pay the Indian

government 12,295 crore for spectrum in 13 circles, the most amount spent by an operator in this auction

Airtel won 3G licenses in 13 telecom circles of India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tami

Nadu, Uttar Pradesh (east), Rajasthan, West Bengal, Himachal Pradesh, Bihar, Assam, North East, Jammu

& Kashmir. On January 24, 2011, Airtel launched 3G services in Bangalore, Karnataka - its largest circle

by revenue. With this launch, Airtel became the third private operator (fifth overall) to launch its 3G

services in the country following Reliance Communications and Tata Docomo.

Telemedia

Airtel Broadband provides broadband and IPTV services. Airtel provides both capped as well as

unlimited download plans [reduced speeds at unlimited data are implied]. The maximum speed available

for home users is 16Mbps.Airtel Fixed Line which provides fixed line services.

Digital Television

Airtel Digital TV, The Digital TV business provides Direct-to-Home (DTH) TV services across

India under the brand name Airtel Digital TV. It started services on 9 October 2008 and has about 32.44

million customers as of August 2010.

Enterprise

The Enterprise business provides end-to-end telecom solutions to corporate customers and nationa

and international long distance services to telcos through its nationwide fiber optic backbone, last mile

connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the

gateways and landing stations.

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1.3.PRODUCT PROFILE

Bharti Airtel is a leading alternative provider of telecommunications services in India, and among the

top ten global carriers offering services in 17 other countries, particularly in Africa. Through subsidiaries, the

company operates three business units: Airtel Telemedia Services (broadband and telephone), Enterprise

Services, and Mobile Services. The Enterprise Services group aids both long-distance carriers and corporate

clients. Bharti Airtel has approximately 180 million mainly mobile subscribers. The company is a unit of

Bharti Enterprises, a conglomerate with interests in education and training, financial services, food, insurance

real estate, retail, and telecom equipment and services.

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest cellular

service provider with more than 75 million subscribers as of August 2008.It also offers fixed line services and

broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Mittal. The

company also provides telephone services and Internet access over DSL in 14 circles

The company complements its mobile, broadband & telephone services with national andinternational longdistanceservices. The company provides end-to-end data and enterprise services to the

corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and

mobile .Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of

business. Bharti Airtel Limited is today acknowledged as one of India's finest companies, and its flagship

brand 'Airtel', has over 24 million customers across the length and breadth of India.

While a joint venture with TeleTech Inc., USA marked Bhartis successful foray into the Customer12
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Management Services business, Bharti Enterprises dynamic diversification has continued with the company

venturing into telecom software development.

1.4.RESEARCH METHODOLOGY

OBJECTIVES

A project entitled A STUDY ON CUSTOMER SATISFACTION OF AIRTEL SERVICES.

Primary objective

To study about the Airtel Services and their offers in Gudalur.

Secondary objectives

To study the basic need and wants of the regular customer, with the other side to know the opinion

about the Airtel

About the tariff.

About the promotional offers.

About the reliability of the network.

RESEARCH

A Research can be defined as a scientific and systematic search for pertinent information on a specifictopic. Redman and Mory define research as a systematized effort to gain new knowledge.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It may be understood as

a science of studying how research is done scientifically.

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RESEARCH DESIGN

Research refers to a search for knowledge. Research has to proceed systematically in already

planned direction with a help of a number of steps and sequences. To make the research systemized the

researcher has to adopt certain methods. Thus, the methods adopted by the researcher to complete theproject are called research methodology. In other words research methodology is simply a plan of action

for a research which explains how data is collected, analyzed and interpreted.

SAMPLING PROCEDURES

Sample size

Based on the convenient sampling, the sampling size for the study was determined. A sample of

100 subscribers of Airtel was chosen for administering the questionnaire. The sample was chosen in such a

way to cover different departments of Airtel.

.

Sampling Technique

Non-probability sampling has been adopted under this study. Non-probability sampling is tha

sampling procedure which does not afford any basis for estimating the probability that each item in the

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population has of being included in the sample. Thus, the judgment of the organizers of the study plays an

important part in this sampling deign. In this non-probability sampling; convenience sampling has been

selected where the researcher selects the easier population number from whom the data was obtained.

Convenience Sampling

This method of sampling involves selecting the sample elements using convenient method withoutgoing through the rigor sampling method. The researcher may make use of any convenient base to the

required number of samples.

SOURCES OF DATA COLLECTION

A survey method was adopted to collect the data from the respondent. The study was carried out

with the help of questionnaire. The questions in the questionnaire were kept as simple as possible so that

the respondents could be able to understand and answer the questionnaire.

Data Collection

The term refers to the ideas from the target audience which gives the clear cut information after

processing. There are two ways of collection of data i.e. primary data collection and secondary data

collection. Since both are required in this study, it is utilized appropriately.

A. Primary data collection

Primary data are those which are collected a fresh for the first time and original. We collect

primary data by experiment research observation through direct communication with respondents through

interviews.

B. Secondary data collection:

Secondary data are those which have already been collected by anyone else and which have

already been passed through the statistical process. It can be either published or unpublished data

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Published data are available in several of the central, state, local, foreign, governments journals

magazines, newspapers reports, records and statistical and historical document. Unpublished data are

available in diaries, letters, autobiographies etc.

TOOLS USED

In this study the mean analysis method is used for analysis and using Bar Chart did the graphicalrepresentation.

SCOPE OF THE STUDY

To gain significant ideas about Buyer Behavior on Airtel service.

The network coverage of Airtel

The value added service of Airtel

LIMITATIONS OF THE STUDY

It covers only a particular region (Gudalur) only.

Research has taken with educated people only.

Sample size is one hundred.

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CHAPTER 2

ANALYSIS AND INTERPRETATION

TABLE NO: 2.1

GENDER WISE CLASSIFICATION OF RESPONDENTS

Inference

From the above table it shows that 43% of respondents are MALE and 57% of them are FEMALE.

S.No Gender Frequency Percent

1 Male43 43.0

2 Female57 57.0

Total 100 100.0

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FIGURE NO: 2.1

Gender wise classification of respondents

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FIGURE NO: 2.2

Age of the respondents

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TABLE NO: 2.3

EDUCATION OF THE RESPONDENTS

S.No Education Frequency Percent

1 School 15 15.0

2 Diploma 18 18.0

3 UG 32 32.0

4 PG 29 29.0

5 Profession 6 6.0

Total 100 100.0

Inference

From the above table it shows that 15% of respondents have education qualification of school and

18% of them are diploma holders and 32% of them undergraduates and remaining 29% of them are pos

graduates and remaining 6% are of profession.

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FIGURE NO: 2.3

Education of the respondents

.

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TABLE NO: 2.4

MARITAL STATUS OF THE RESPONDENTS

Inference

From the above table it shows that 35% of respondents are married and 65% of them are Unmarried.

S.No Marital Status Frequency Percent

1 Married35 35.0

2 Unmarried65 65.0

Total100 100.0

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FIGURE NO: 2.4

Marital status of the respondents

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TABLE NO: 2.5

RESPONDENTS OPINION ON ADVERTISEMENT

Inference

From the above table it shows that 24% of the respondents are Highly satisfied with the

advertisement, 60% of the respondents are satisfied with the advertisement, 16% of the respondents

have the opinion of neither satisfied nor dissatisfied.

S.No Options Frequency Percent

1 Highly satisfied 24 24.0

2 Satisfied 60 60.0

3 Undecided 16 16.0

Total 100 100.0

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FIGURE NO: 2.5

Respondents opinion on advertisement

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TABLE NO: 2.6

RESPONDENTS OPINION ON BRAND IMAGE

Inference

From the above table it shows that 34% of the respondents are highly satisfied with the brand

image, 45% of the respondents are satisfied with the brand image, 21% of the respondents have the

opinion of neither satisfied nor dissatisfied.



2 Satisfied 45 45.0

3 Undecided 21 21.0

Total 100 100.0

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FIGURE NO: 2.6

Respondents opinion on brand image

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TABLE NO: 2.7

RESPONDENTS OPINION ON CUSTOMER SATISFACTION

Inference

From the above table it shows that 31% of the respondents are highly satisfied with Airtel, 34%

of the respondents are satisfied with Airtel, and 34% of the respondents have the opinion of neither

satisfied nor dissatisfied with Airtel and remaining 1% are dissatisfied with Airtel.



2 Satisfied 34 34.0

3 Undecided 34 34.0

4 Dissatisfied 1 1.0

Total 100 100.0

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FIGURE NO: 2.7

Respondents opinion on customer satisfaction

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TABLE NO: 2.8

RESPONDENTS OPINION ON COST OF SIM CARD

Inference

From the above table it shows that 18% of the respondents are highly satisfied with cost of sim

card, 42% of the respondents are satisfied with cost of sim card, and 37% of the respondents have the

opinion of neither satisfied nor dissatisfied with cost of sim card and remaining 3% are dissatisfied with

cost of sim card

FIGURE NO: 2.8

S.No Options Frequency Percent1 Highly satisfied 18 18.0

2 Satisfied 42 42.0

3 Undecided 37 37.0


Total 100 100.0

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Respondents opinion on cost of sim card

.

TABLE NO: 2.9

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RESPONDENTS OPINION ON AVAILABILITY OF CARDS IN ALL PLACES

Inference

From the above table it shows that 32% of the respondents are highly satisfied with availability

of top up cards in all places, 36% of the respondents are satisfied with availability of top up cards in all places, and 32% of the respondents have the opinion of neither satisfied nor dissatisfied with

availability of top up cards in all places.



2 Satisfied 36 36.0

3 Undecided 32 32.0

Total 100 100.0

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FIGURE NO: 2.9

Respondents opinion on availability of cards in all places

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TABLE NO: 2.10

RESPONDENTS OPINION ON RECHARGE SCHEMES

Inference

From the above table it shows that 36% of the respondents are highly satisfied with recharge

schemes, 40% of the respondents are satisfied with recharge schemes, and 24% of the respondents have

the opinion of neither satisfied nor dissatisfied with recharge schemes.

FIGURE NO: 2.10

Respondents opinion on recharge schemes



2 Satisfied 40 40.0

3 Undecided 24 24.0

Total 100 100.0

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TABLE NO: 2.11

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RESPONDENTS OPINION ON NETWORK COVERAGE

Inference

From the above table it shows that 38% of the respondents are highly satisfied with the signal

efficiency of the service, 38% of the respondents say the signal efficiency of the service is satisfied, 19%

of the respondents say the signal efficiency of the service is neither satisfied nor dissatisfied and 5% of

the respondents say the signal efficiency of the service is dissatisfied.

FIGURE NO: 2.11


1 Highly satisfied38 38.0

2 Satisfied 38 38.0

3 Undecided 19 19.0


Total 100 100.0

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Respondents opinion on network coverage

TABLE NO: 2.12

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RESPONDENTS OPINION ON OFFERS PROVIDED

Inference

From the above table it shows that 53% of the respondents are highly satisfied with the offers

provided, 26% of the respondents say offers provided are satisfied, 17% of the respondents say offers

provided is neither satisfied nor dissatisfied and 4% of the respondents say offers provided is

dissatisfied.

FIGURE NO: 2.12



2 Satisfied26 26.0

3 Undecided 17 17.0


Total 100 100.0

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Respondents opinion on offers provided

TABLE NO: 2.13

RESPONDENTS OPINION ON CALL RATES

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Inference

From the above table it shows that 29% of the respondents are highly satisfied with the call rates

provided, 51% of the respondents say call rates are satisfied, 20% of the respondents say call rates are

neither satisfied nor dissatisfied.

FIGURE NO: 2.13



2 Satisfied 51 51.0

3 Undecided 20 20.0

Total 100 100.0

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Respondents opinion on call rates

TABLE NO: 2.14

RESPONDENTS OPINION ON COMPETITIVE RATES

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2 Satisfied 40 40.0

3 Undecided 36 36.0


Total 100 100.0

Inference

From the above table, it shows that 7% of the respondents are highly satisfied with the competitive

rates, 46% of the respondents say competitive rates are satisfied, 36% of the respondents say competitive

rates are neither satisfied nor dissatisfied and 17% of the respondents are dissatisfied with the

competitive rates.

FIGURE NO: 2.14

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Respondents opinion on competitive rates

TABLE NO: 2.15

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RESPONDENTS OPINION ON ROAMING CHARGES

S.No

Options Frequency Percent


2 Satisfied 41 41.0

3 Undecided 35 35.0


Total 100 100.0

Inference

From the above table it shows that 2% of the respondents are highly satisfied with the roaming

charges, 41% of the respondents say roaming charges are satisfied, 35% of the respondents say that the

roaming charges are neither satisfied nor dissatisfied and 22% of the respondents say roaming charges

are dissatisfied.

FIGURE NO: 2.15

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Respondents opinion on roaming charges

TABLE NO: 2.16

RESPONDENTS OPINION ON BILLING CHARGES

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Inference

From the above table it shows that 14% of the respondents are highly satisfied with the billing

charges, 49% of the respondents say billing charges are satisfied, 29% of the respondents say that the

billing charges are neither satisfied nor dissatisfied and 8% of the respondents say billing charges aredissatisfied.

FIGURE NO: 2.16

S.No

Options Frequency Percent


2 Satisfied 49 49.0

3 Undecided 29 29.0


Total 100 100.0

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Respondents opinion on billing charges

TABLE NO: 2.17

RESPONDENTS OPINION ON CUSTOMER CARE SERVICE

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Inference

From the above table it shows that 38% of the respondents are highly satisfied with the customer

care service, 41% of the respondents customer care service are satisfied, 21% of the respondents say that

the customer care service are neither satisfied nor dissatisfied.

FIGURE NO: 2.17



2 Satisfied 41 41.0

3 Undecided 21 21.0

Total 100 100.0

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Respondents opinion on customer care service

CHAPTER - 3

FINDINGS AND SUGGESTIONS

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FINDINGS

The customer wants the provider to give a better network coverage.

The customers feel that the promotional offers are not properly updated to the retailers.

SUGGESTIONS

Some suggestions were given below to improve the sales of Product.

They should provide some improved value added services.

They should provide some offers to their old customers who have been with them for more

than a year; this can increase the loyalty towards the company.

They should increase the road shows/ charity shows.

They should improve the customer care.

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CONCLUSION

The telecommunication market in India is a highly competitive with increase the number of

people belonging to rural and urban areas change their behaviors etc. Against this setting this study has

attempted to highlight the features and services of Airtel. Further the perception of customers with respect

to Airtel is dealt in details in terms of the expectation and satisfaction. The survey regarding Airtel was

provided to us an educative and enriching. This short period has also given us the clear idea about thtelecommunication at Gudalur.

BIBLIOGRAPHY

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BOOK

Kothari, C.R.Research Methodology: Methods & Techniques, New Delhi : WilseyEaston Ltd

1988.

Donald R. Cooper Pamela S. Schindler Business Research Methods, Tata McGraw- Hill

Publishing 2009.Nandagopal, Arul Rajan, Vivek Research Methods in Business Excel Books 2007.

Bhattacharya, Research Methodology, Excel books, 2009.

REFERENCE WEBSITES

www. wikipedia.org

www.Airtel.com

A STUDY ON CUSTOMER SATISFACTION OF AIRTEL SERVICES

1. Name of the respondent:

53
http://www.tatadocomo.com/http://www.tatadocomo.com/


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2. Gender

a) Male b) Female

3. Age

a) Below 25 b) 26-30 c) 31-40 d) Above 40

4. Educational Qualification

a) School Level b) Diploma c) UG d) PG e) Profession

5. Occupation

a) Business b) Private employee c) Government Employee d) Student

6. Marital Status

a) Married b) Unmarried

Parameters Highly

Satisfied

Satisfied Undecided Dissatisfied Highly

Dissatisfied

7. Advertisement

8. Brand image

9. Customer

satisfaction

10. Cost of sim

card

11. Sim card

memory

12. Top up cards

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13. Availability of

cards in all

places

14. Recharge

Schemes

15. Uses of E-

recharge

16. Network

coverage

17. Net speed and

signal

18. Value added

services

19. SMS and

MMS facilities

20. GPRS

facilities

21. Voice call

facilities

22. 3G facilities

23. Offers

24. Festival offers

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25. Call rates

26. Competitive

Rate

27. Roaming

charges

28. Billing charges

29. Prompt

service on

requirements

30. Customer care

service

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