Project Report Airtel

7/28/2019 Project Report Airtel

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Consumer Behavior in

Airtel


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RESEARCH METHODOLOGY

All the data used for the study is collected from primary and

secondary sources. But most of the data is co11ectedfrom secondarydata sources only. Secondary. Data is the data was -collected for

another purpose and already exist somewhere. Primary data gathered

for a specific purpose or for a specific research project. The sample

size of the research was of100 Airtel post paid customer from the

primary data is collected.

There are generally two source ofcollecting data:

a) Secondary data.

b) Primary data.

Secondary data:

Secondary data are those data, which are already collected by so me

body else and made available in journals periodicals; web sides etc.

meaning it already exist. It must be relevant to the research under

study. it is readily available for processing. It saves time. It is a

cheaper source ofdata. It may have bias.


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Primary data:

Primary data are those data, which are collected for the first time by

the investigator himself or through enumerators appointed by him

primary data can be gathered slowly at a high cost. But it offers

much greater accuracy and reliability, it is personally developed and

it gives latest information.

Research process:

While doing the research consider the methodology and techniques,

which is appropriate to the research process. Research process

consist of series or steps necessary to effective carry out research

and desired squeezing of these steps:-

1) Formulated research problem:

There are two types of research problems viz. those, which relate to

slates of nature and those, which relate to relationships between

variables. At the very out set the researcher must single out problems

he want to study i.e., he must decide the general area of interest or

aspect of a subject matter he would like to enquire into initially the

problem may be stated in broad general way and then the

ambiguities. If any relating to the problem be resolved. The

feasibility of a particular solution has to be considered before a .

working formulation of the problem, thus, constitutes the first step in

a specific enquiry.


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Essentially two steps are. Involved in formulating the research

problem, viz. understanding the problem thoroughly and rephrasing

the same in meaningful terms from an analytical point of view.

2) Extensive literature survey:

Once the problem is formulated a brief summary should be written

down. At this juncture the research should undertake survey

connected with the problem for this purpose, the abstracting and

indexing journals and published and unpublished bibliographic are

the first to go.

3) Development of working hypothesis:

After extensive literature survey, research should state in clear terms

the working hypothesis is a tentative assumption made in order to

draw out and test its logical consequences. They also affect the

manner in which test must be conducted in the analysis of data and

indirectly the quality of data, which is required for analysis.

4) Preparing research design:

The research problem having formulated in clear cut terms, the

researcher will be required to prepare a research design i.e. he will

have to state conceptual structure within which research would be

conducted. The preparation of such a design facilitates research to he

as efficient as possible yielding maximum information.


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The function of research design is to provide for the collection of

relevant evidence with minimal expenditure of effort, time or

money. Research purpose may be grouped into four categories viz.

1.exploration 2.description3.daigosis4. Experimental.


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OBJECTIVIS AND LIMITATIONS

. To know the present status of customer satisfaction in Airtel.

. Since the switching cost is low between one cellular company to

another. The objective of research is to find out the retention of the

customer.

. To demonstrate that there is substantiating link between internal

satisfaction and external customer satisfaction.

. To draw the attention of the management towards retention of the

customer by satisfying them.

Limitations:

. The study is neither an international level nor national level and is

confined only to local level.

. The study was conducted for Aurangabad city and can not be used

as an effective tool of customer satisfaction for state or nationallevel.


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COMPANY INTRODUCTION

AirTel comes to you fromBharti Cellular Limited - a part of

the biggest private integrated telecom conglomerate, Bharti

Enterprises. Bharti provides a range of telecom services, which

include Cellular, Basic, Internet and recently introduced National

Long Distance. Bharti also manufactures and exports telephone

terminals and cordless phones. Apart from being the largest

manufacturer of telephone instruments in India, it is also the firstcompany to export its products to the USA.

Bharti is the leading cellular service provider, with a footprint in 15

states covering all four metros. It has over 4.5 million satisfied

customers.

Airtel Maharashtra through a top-down, proactive approach we can

remain customer focused and goal direct ate and be an inside-out

organization which facilitates sticky web-readiness trans for Ming

turnkey eballs to brand 24/365 paradigms with benchmark turnkey

channel through a top-down, proactive approach we can remain

customer focused and goal di rected and be an inside-out

organization which facilitates sticky web-readiness.


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Vision

.To make mobile communications a way of life and be the

customers first choice.

Our Mission

We will meet the Mobile, communication needs of our customers

through:

. Error- free service delivery

. Innovative products and services

. Cost efficiency

. Unified Messaging Solutions

Bharti Values

Innoventuring

. We will generate and implement entrepreneurial and innovative

ideas, which will continuously create new growth engines.

Customer First

. We are committed to delivering service beyond the expectations of

the customer. Our quality of customer responsiveness clearly

differentiates us from others.


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PERFORMANCE CULTURE

. We benchmark our processes and performance against world-class

standards. We distinguish between performers and non-performers

by valuing achievement at the individual as well as the team level.

Ours is a culture of inclusively where feedback, learning and ideas

are actively encouraged, sought and acted upon.

Valuing Partnership. We are committed to building exemplary relationship with our

partners, which stand on the principles of mutual trust and mutual

growth.

. Valuing People

. We nurture an environment where people are respected and their

uniqueness is valued. We believe that people are our key

differentiators.

Responsible Corporate Citizenship

. We are committed to making a positive and proactive contribution

to the community. As a responsible corporate citizen we will

contribute, to and abide by environmental and legal norms.


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ETHICAL PRACTICES

We will uphold the highest ethical standards in all internal and

external relationship. We will not allow misuses or

misrepresentation of any kind.

AirTel Services

Airtel welcomes you to a vibrate new world of unlimitedopportunities. More exciting, innovative yet simple new ways to not

just through words but ideas, emotions and feelings. To give you the

unlimited freedom to reach out to your special people in your special

way.

What is AirTel services?

Its a menu on your SIM card that allows you to access a host of

information services and cool downloads on your phone in just a few

clicks. so now no need to remember key words/short codes to access

information. For eg. instead of typing and sending an SMS of short

code AST, NEW, CRI, MOV to access information on

horoscope, news, cricket, movies etc on India times, you could now

scroll in your menu and reach the information in just a few clicks

This menu already has the key words pre-coded in your SIM card,

allowing you to get information. easily & swiftly.


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What are the various services available on the AirTel Services?

With AirTel Services, you can now get the latest news, download

ringbones and logos, check the status of you train ticket or the Jet

Airways flight schedule or surf to get the latest movie reviews on

your AirTel.

Services Description

Ringers Download the latest ring tones

Fun Download logos or send flashing messages

Messages

India times Get the latest on news, cricket, travel, jokes

India Today Get the latest on news, stocks, astro-forecast

Infotainment Movie review, top songs, top movies

Star peep Get an interactive astro-forecast

Jet mobile know your flight status and set alerts

Railways Get your PNR status, train schedules

Stocks Get the latest IPo news, status of gainers and

losers at BSE


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You could select any of the services mentioned above and get further

information options on each of the services. So, for example if you

elect 'news' under India times, you will then have the option of

choosing from the following i.e. latest news, world news, business

news, entertainment news or sports news.


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TARIFF PLANS

" Airtel Postpaid connection is a service recommended for regular

users. This connection allows you pay for your usage on a monthly

basis. You need to apply for this service with complete personal

details.

Airtime Tariff Plan

Unique needs, unique tariff plans

We recognize that each' individual has a unique usage pattern based

.upon a unique need. And indeedyour tariff plan must reflect your

specific need. Which is why we have 4 unique tariff plans that are

simple and cost effective... and will deliver the highest value to you?

AirTel declares India a 'Free incoming' nation

AirTel welcomes you to a vibrant world of unlimited opportunities.

More exciting, innovative yet simple new ways to communicate, just

when you want to, not just through words but ideas, emotions and

feelings. We give you the unlimited freedom to reach out to your

special people in your special way. AirTel introduces four unique

Post Paid tariff plans. Going mobile has never been so easy.


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PAID TRAIFF PLANS

Experience complete freedom

Airtel welcomes you to a vibrant world of unlimited opportunities.

More exciting, innovative yet simple new ways to communicate, just

when you want to, not just through words but ideas, emotions and

feelings. To give you the unlimited freedom to reach out to your

special people in your special way.

Airtel One Plan

ONE TIME CHARGES

Activation Charges Rs.500

Membership Fee NA

Security Deposit Rs.500

MONTHLY

CHARGES (FIXED)

Bill Plan Charge NA

Monthly Rental Rs.150(the first bill will carry an advance

rental of Rs.149 for subsequent month)

CLIP Rs.50 per month

Airtel Other

GSM

Landline/CDMA

LOCAL RATES Rs.1 Rs.2 Rs.2

STD RATES

50-200 KM (Re.2 to

Mumbai)&

Rs.2.4

(Re.2 to

Mumbai)&

Rs.2.4

Rs.2.4

200-500 KM (Re.2 to

Mumbai)&

Rs.2.4

(Re.2 to

Mumbai)&

Rs.2.4

Rs.2.4


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500+ KM (Re.2 to

Mumbai)&

Rs.2.4

(Re.2 to

Mumbai)&

Rs.2.4

Rs.2.4

ISD

USA, Canada, Europe

(Fixed Line), Australia,

Singapore, Hong Kong,

Thailand, Malaysia,

Indonesia, New

Zealand.

Rs.7.2

Gulf, Europe (Mobile),SAARC countries,

Africa & Rest of the

world

Rs.9.99

Cuba, Sao Tome &

Principe, Guinea

Bissau, Diego Garcia,

Nauru, Solomon

Islands, Vanuatu, CookIslands, Tuvalu,

Tokelau, Norfolk

Island, Sakhalin

Rs.40.00 (Sakhalin, Sao Tome & Principe,

Solomon Islands, Vanuatu, Tokelau,

Tuvalu, Cook Island, Diego Garcia, Cuba,

Guinea Bissau, Nauru, Norfolk Island)

SMS

Local Rs.1

National Rs.2

International Rs.5

VAS VAS SMS - Rs.3/message (inclusive

Airtel Services) VAS 646, Voice Portal-

Rs.6/min


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APPROXIMATE FINANCIAL IMPLICATIONS.

Monthly minutes of use Approx Total Monthly Bill

100 Minutes Rs 418

200 Minutes Rs.450

300 Minutes Rs. 592

400 Minutes Rs 790

500 Minutes Rs.990

1000 Minutes Rs.1978

Assumption : Pls Note: The Estimated Monthly bill is arrived on the

assumption that 80% of the calls are local calls while 20% comprise

of STD calls. The estimated monthly bill arrived includes the

monthly rentals and service tax of 10.2%.

Calculation

Roaming Rentals:

Regional Roaming Rental - Rs.49/month

National Roaming Rental - Rs.49/month

International Roaming Rental - Rs.149/month

Refundable Deposits:STD Deposits - Nil

ISD Deposit (Includes STD)- Rs.4000

National Roaming Deposit(Includes STD)- Nil

International Roaming Deposit (Includes ISD & STD)

Voice Mail Charges: Mobile to Mobile local call rate

Terms & Conditions:

1. All the above charges are applicable in Maharashtra & Goa Circle
http://www.airtelworld.com/cal_display.jsp?tariff_id=929http://www.airtelworld.com/cal_display.jsp?tariff_id=929


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Only & service charges and other taxes would be charged as

applicable.

2. Monthly Rentals would be charged in advance for the subsequent

month.

3. Optional Pack calling rates are applicable only in Maharashtra &

Goa Circle & additional monthly rentals towards the same would be

chargeable

4. Family & Friends Pack will be applicable on landline, GSM or

WLL no. only where local tariffs are applicable.

5. The company reserves the right to withdraw / modify this plan atany time in the event of any policy changes without any prior

intimation.

STD Pack

This pack gives you the benefit of making all STD calls at a flat

discounted rate of Rs.2. Additionally M2M local calls will be

charged Rs.1 only.

Monthly Rental:Rs.75

All M2M local calls @ Rs.1 & All STD calls at Rs.2./-

Mumbai Calling Pack

Get the Mumbai calling pack benefit of calling any Mumbai mobile

number at @1 only

Monthly Rental of Rs.25 only

M2M calls to Mumbai @ Rs.1/-

New Family Pack

.30paise rate for calling within the group

Group of min 3 to maximum 10 people.

Rs.50 will be charged per month per number within the group

.30paise (applicable only in Mah & Goa circle)/-


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SMS Pack

Avail of SMS pack @ of Rs.49 per month rental wherein local sms

will be charged @ .50 paise

.50 paise (applicable for local sms only)/-

Local M2M Pack

Get the benefit of calling any local mobile number at a discounted

call rate of Rs.1. Monthly rental of Rs.49 only

Rs.1.00 (Mobile to Mobile local calls)/-

Airtel 100 Celebration

ONE TIME CHARGES


Membership Fee -

Security Deposit Rs.500(Refundable after 12 months onthe network)

MONTHLY

CHARGES (FIXED)

Bill Plan Charge NA

Monthly Rental Rs. 100 month ( An advance rental for

one month i.e 100/- will be charged in the

first bill)

CLIP Rs. 50/ month

Airtel Other

GSM

Landline/CDMA

LOCAL RATES Re.1/min Re. 1/min Rs.1.2/min


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STD RATES

50-200 KM (Re.1 to Mumbai) &

Rs. 2/min

(Re.1 to Mumbai)

& Rs. 2/min

Rs.2.40/

min

200-500 KM (Re.1 to Mumbai) &

Rs. 2/min

(Re.1 to Mumbai)

& Rs. 2/min

Rs.2.40/

min

500+ KM (Re.1 to Mumbai) &

Rs. 2/min

(Re.1 to Mumbai)

& Rs. 2/min

Rs.2.40/

min

ISD

USA, Canada, Europe (Fixed Line),

Australia, Singapore, Hong Kong, Thailand,Malaysia, Indonesia, New Zealand.

Rs.7.2/min

Gulf, Europe (Mobile), SAARC countries,

Africa & Rest of the world

Rs. 9.99/min

Cuba, Sao Tome & Principe, Guinea Bissau,

Diego Garcia, Nauru, Solomon Islands,

Vanuatu, Cook Islands, Tuvalu, Tokelau,

Norfolk Island, Sakhalin

Rs. 40/min

SMS

Local .50paise/per sms

National Rs.1/per sms

International Rs. 5/sms

VAS VAS SMS (incl Airtel Services)Rs. 3 / message

VAS 646 Voice Portal Rs. 6 / minute


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100 Minutes Rs.312

200 Minutes Rs.456

300 Minutes Rs.600

400 Minutes Rs.743

500 Minutes Rs.887


Assumption : Pls Note: The Estimated Monthly bill is arrived on the

assumption that 80% of the calls are local calls while 20% comprise

of STD calls. The estimated monthly bill arrived includes the

monthly rentals and service tax of 12.24%.

Calculation

Roaming Rentals:




Refundable Deposits:


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STD Deposits - Nil

ISD Deposit (Includes STD)- Rs.4000

National Roaming Deposit(Incudes STD)- Nil

International Roaming Deposit (Includes ISD & STD)-Rs. 6,500

Voice Mail Charges:Mobile to Mobile local call rate

Terms & Conditions:



applicable.


month.

3. Optional Pack calling rates if any are applicable only in

Maharashtra & Goa Circle & additional monthly rentals towards the

same would be chargeable

4. Family & Friends Pack will be applicable on landline, GSM orWLL no. only where local tariffs are applicable.

5. The company reserves the right to withdraw / modify this plan at

any time in the event of any policy changes without any prior

intimation.


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Full Value 299 Plan

ONE TIME CHARGES



MONTHLY

CHARGES (FIXED)

Bill Plan Charge NA

Monthly Rental Rs.299/month (the first bill will carry an

advance rental of Rs.299 for thesubsequent month)


Airtel Other GSM Landline/CDMA

LOCAL RATES Re.1/min Re.1/min Re.1/min

STD RATES

50-200 KM Rs.2/min Rs.2.40/min Rs.2.40/min

200-500 KM Rs.2/min Rs.2.40/min Rs.2.40/min500+ KM Rs.2/min Rs.2.40/min Rs.2.40/min

ISD


Australia, Singapore, Hong Kong, Thailand,

Malaysia, Indonesia, New Zealand.

Rs.7.2/min

Gulf, Europe (Mobile), SAARC countries, Rs.9.99/min


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Cuba, Sao Tome & Principe, Guinea

Bissau, Diego Garcia, Nauru, SolomonIslands, Vanuatu, Cook Islands, Tuvalu,

Tokelau, Norfolk Island, Sakhalin

Rs.40/min

SMS

Local (Airtel to Airtel .50 paise) (Airtel to Other

Rs.1)

National Rs.2

International Rs.5

VAS VAS SMS (incl Airtel Services)Rs. 3 /

message VAS 646 Voice Portal Rs. 6 /

minute



100 Minutes Rs.442

200 Minutes Rs.493

300 Minutes Rs.544

400 Minutes Rs.618

500 Minutes Rs.759


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Assumption : Pls note that the estimated bills for the said plan

assumes that 80% of all calling would be local and 20% calls would

be STD calls. The calculations have been arrived considering the

new service tax rate i.e 12.24%

Calculation

Other Benefits:

The Plan offers the subscribers the benefit of

Rs. 299/month of local Free Airtime

Pls Note

Regional/National Roaming Rentals would be charged at Rs.

49/month.

International Roaming Rentals would be charged at Rs. 149/month.

Refundable ISD Deposit would be charged at Rs. 4000.

Refundable International Roaming Deposit would be charged at Rs.6500.

Voice Mail Charges would be as per the local M2M rates.

SMS charges for VAS including Airtel Services would be Rs. 3 per

SMS.

ROW1:America, Europe, SAARC, Asia & Oceanic countries(excluding

countries in ROW 2)

ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu,

Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau,

Nauru, Norfolk Island

Terms & Conditions:



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applicable.


month.








intimation.

299 Free local Airtime

Subscribers of this plan can avail of free local airtime worth Rs. 299

per month


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Express Yourself 599 plan

ONE TIME CHARGES

Activation Charges Rs. 500

Membership Fee NA


MONTHLY

CHARGES (FIXED)

Bill Plan Charge NA

Monthly Rental Rs.599(the first bill will carry an advance

rental of 599/-_

CLIP Rs.50


LOCAL RATES Rs.1.19 .50 paise Rs.1.19

STD RATES

50-200 KM (1.19 paise

to

Mumbai)&

Rs.2

(.50 paise to

Mumbai)&

Rs.2.40/min

Rs.2.40/min

200-500 KM (1.19 paise

to

Mumbai)&

Rs.2

(.50 paise to

Mumbai)&

Rs.2.40/min

Rs.2.40/min

500+ KM (1.19 paise

to

Mumbai)&

Rs.2

(.50 paise to

Mumbai)&

Rs.2.40/min

Rs.2.40/min


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ISD

USA, Canada, Europe (Fixed Line), Australia,Singapore, Hong Kong, Thailand, Malaysia,

Indonesia, New Zealand.

Rs.7.2/min

Gulf, Europe (Mobile), SAARC countries, Africa &

Rest of the world

Rs.9.99/min

Cuba, Sao Tome & Principe, Guinea Bissau, Diego

Garcia, Nauru, Solomon Islands, Vanuatu, Cook

Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin

Rs.40/min

SMS

Local (Airtel to Airtel - .50 paise) (Airtel to

others)Re.1

National Rs.2

International Rs.5

VAS VAS SMS (incl Airtel Services)Rs. 3 /message VAS 646 Voice Portal Rs. 6 /

minute



100 Minutes Rs.781

200 Minutes Rs.835

300 Minutes Rs.889

400 Minutes Rs.943

500 Minutes Rs.997



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Assumption : Express Yourself 599 Plan : 80% of all calling would

be local while 20% of calls made are STD. The calculations have

been arrived considering the revised service tax rate of 12.24%

Calculation

Other Benefits:

The subscribers of Express Yourslef 599 plan offers the benefit of

Rs. 599/month of local Free Airtime

Roaming Rentals:




Refundable Deposits:

STD Deposits - Nil

ISD Deposit (Includes STD)- Rs.4000National Roaming Deposit(Incudes STD)- Nil

International Roaming Deposit (Includes ISD & STD)-Rs. 6,500

ROW1:

America, Europe, SAARC, Asia & Oceanic countries(excluding

countries in ROW 2)




Voice Mail Charges:Mobile to Mobile local call rate

Terms & Conditions:



applicable.



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month.








intimation.

Express Yourself 799 plan

ONE TIME CHARGES


Membership Fee NA


MONTHLY

CHARGES

(FIXED)

Bill Plan Charge NA

Monthly Rental Rs.799 per month (the first bill will carry an

advance rental of Rs. 699)



LOCAL RATES .50 paise .75 paise .75 paise

STD RATES

50-200 KM (.75 paise to (.75 paise to Rs. 2.40/min


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Mumbai) &

Rs.2.40/min

Mumbai) &

Rs.2.40/min

200-500 KM (.75 paise toMumbai) &

Rs.2.40/min

(.75 paise toMumbai) &

Rs.2.40/min

Rs. 2.40/min

500+ KM (.75 paise to

Mumbai) &

Rs.2.40/min

(.75 paise to

Mumbai) &

Rs.2.40/min

Rs. 2.40/min

ISD


Australia, Singapore, Hong Kong, Thailand,

Malaysia, Indonesia, New Zealand.

Rs.7.2/min

Gulf, Europe (Mobile), SAARC countries,


Rs.9.99/min

Cuba, Sao Tome & Principe, Guinea Bissau,

Diego Garcia, Nauru, Solomon Islands,

Vanuatu, Cook Islands, Tuvalu, Tokelau,

Norfolk Island, Sakhalin

Rs.40/min

SMS

Local A2A @50p Other local SMS @ Re. 1

National Rs.2

International Rs.5



100 Minutes Rs.1007

200 Minutes Rs.1061


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300 Minutes Rs.1115

400 Minutes Rs.1168

500 Minutes Rs.1222


Assumption : Express Yourself 799 Plan: 80% of all calling would

be local while 20% of the calls made are std calls. The above

calculations have been arrived by considering the revised Service taxrate of 12.24%

Calculation

Other Benefits:

The plan offers the subscriber the benefit of Rs.799/month of local

free airtime

ROW1: America, Europe, SAARC, Asia & Oceanic countries

( excluding countries in ROW 2)




Pls Note

Regional/National Roaming Rentals would be charged at Rs.49/month.

International Roaming Rentals would be charged at Rs. 149/month.

Refundable ISD Deposit would be charged at Rs. 4000.

Refundable International Roaming Deposit would be charged at Rs.

6500.

Voice Mail Charges would be as per the local M2M rates.

SMS charges for VAS including Airtel Services would be Rs. 3 per

SMS.


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Festival Plan

ONE TIME CHARGESActivation Charges Rs. 500

Membership Fee NA

Security Deposit Rs. 500/- (refundable post 12 months on

the network)

MONTHLY

CHARGES (FIXED)

125


Airtel Other

GSM

Landline/CDMA

LOCAL RATES Rs.1.25

per min

Rs.1.25

per min

Rs.1.25 per min

STD RATES

50-200 KM Rs.1.25

per min

Rs.1.25

per min

Rs.1.25 per min

200-500 KM Rs.1.25

per min

Rs.1.25

per min

Rs.1.25 per min

500+ KM Rs.1.25

per min

Rs.1.25

per min

Rs.1.25 per min

ISD

USA, Canada, Europe

(Fixed Line), Australia,

Singapore, Hong Kong,

Thailand, Malaysia,

Indonesia, New

Zealand.

Rs.7.2/per min


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Gulf, Europe (Mobile),

SAARC countries,Africa & Rest of the

world

Rs.9.99/ per min

Cuba, Sao Tome &

Principe, Guinea Bissau,

Diego Garcia, Nauru,

Solomon Islands,

Vanuatu, Cook Islands,

Tuvalu, Tokelau,Norfolk Island, Sakhalin

Rs.40.00 (Sakhalin, Sao Tome &

Principe, Solomon Islands, Vanuatu,

Tokelau, Tuvalu, Cook Island, Diego

Garcia, Cuba, Guinea Bissau, Nauru,

Norfolk Island)

SMS

Local Rs.1.25 per message

National Rs.1.25 per message

International Rs. 5 per message

VAS VAS SMS - Rs.3/message (inclusiveAirtel Services) VAS 646, Voice Portal-

Rs.6/min



100 Minutes 337

200 Minutes 477

300 Minutes 617

400 Minutes 758

500 Minutes 898

1000 Minutes 1599


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Assumption : The above calculations have been arrived considering

the revised service tax of 12.24%

Calculation

Nokia handset bundle offer

The subscribers can also avail of the Nokia handset bundle offer i.e

on Nokia 1100, 2300,2600,6600,3230 wherein the subscribers can

get Rs50 worth local A2A talktime (voice)and Rs100 local A2A sms

for 19 months

Full Value 199 plan

ONE TIME CHARGES

Activation Charges Rs. 500

Membership Fee nil

Security Deposit Rs.500 (refundable on being on the Airtel

network for more than 12 months)

MONTHLY CHARGES

(FIXED)

Bill Plan Charge NA

Monthly Rental Rs.199 (First bill would have an Advance

Rental Charge of 1 month)



LOCAL RATES Rs.1.2/min Rs.1.2/min Rs.1.2/min

STD RATES

50-200 KM Rs.2.4/min Rs.2.4/min Rs.2.4/min


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200-500 KM Rs.2.4/min Rs.2.4/min Rs.2.4/min

500+ KM Rs.2.4/min Rs.2.4/min Rs.2.4/min

ISD

USA, Canada, Europe (Fixed Line), Australia, Singapore,

Hong Kong, Thailand, Malaysia, Indonesia, New Zealand.

Rs.7.2/min

Gulf, Europe (Mobile), SAARC countries, Africa & Rest

of the world

Rs.9.99/min


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CUSTOMER RELATIONSHIP MANAGEMENT

CRM enables companies to provide excellent real time customer

services by developing a relationship with each valued customer

through the effective use of individual account information. Based

on what the company knows about each customer, company can

CRM customize market offerings, servings, services, programs,

messages, and media.

Customer relationship Management holds that major driver of

company profitability is the aggregate value of the company's

customer base.

Winning companies are more productive ion acquiring, keeping,

and growing customers. These companies improve the value of their

customer base by excelling at the following customer strategies.

Reducing the rate of customer defection.

Increase the longevity of the customer relationship.

Enhancing the growth potential of each customer through

"share-of-wallet", cross-selling, and up selling.

Making low profit customer more profitable.

Focusing disproportionate effort on high value customer.


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Customer Development Process:

Suspect

Disqualifie

d

Prospect

Ineffective

C.R.M

Inactive

custome

rs

Effective

C.R.M

Prospect

First

time

Customer

Effective

C.R.M

Repeat

customers

Effective

C.R.M

Active

Member

Active

Builder


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The aim of customer relationship management is to producehigh customer equity. Rust, Zeithaml, and Lemon distinguish three

drivers of customer equity: Value equity, brand equity and

relationship equity.

Value Equity: Is the customer's objective assessment of the

utility of an offering based on perception of its benefits

relative to its costs. The sub driver of value equity is its

quality, price and convenience. Each industry has to define the

specific factor underlying each sub driver in order to find

programs to improve value equity. An airline passenger might

define quality as seat width; a hotel may define quality as

room size. Value equity makes the biggest contribution to the

customer when products are differentiated and when they are

more complex and need to be evaluated. Value equity

specially drives customer equity in the business market.

Brand Equity: It is the customer's subjective and intangible

assessment' of the brand, above and beyond its objectively

perceived value. The sub drivers of brand equity are customer

brand awareness, customer attitude toward brand, and

customer perception of brand ethics. Companies use

advertising, public relation, and other communication tools to

effect these sub drivers. Brand equity is more important than


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other divers of customer equity where products are less

differentiated and have more emotional impact.

Relationship Equity :It is the customer's tendency to stick with

the brand, above and beyond objective and subjective

assessment of its worth. Sub driver of relationship equity

includes loyalty program, special treatment and treatment

program, community building program, and knowledge

building program. Relationship equity is especially important

where personal relationship count for a lot and where customertends to continue with the supplier out of habit or inertia.


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THREE ADDITIONAL P'S

(People, Physical Evidence & Process)

The Traditional four P's marketing approaches work well for goods,

but additional elements require attention in service business. Booms

and Bitner suggested three additional p's for services marketing:

People, Physical evidence and Process.Because people provide most

services, the selection, training and motivation of employees can

make a huge difference in customer satisfaction. Ideally, employees

should exhibit competence, a caring attitude, responsiveness,

initiative, problem solving ability and goodwill. Service companies

such as FedEx and Marriott empower their frontline personnel to

spend. up to 100 dollar to resolve a customer problem.

Companies also tried t6 demonstrate their service quality through

physical evidence and presentation. A hotel will develop a look and

style of dealing with customers that realize its intended customer

value proposition, whether it is cleanliness, speed or some other

benefit. Finally, service companies can choose among different

processes to deliver their service. Restaurant have developed suchdifferent formats as cafeteria style, fast food, buffet and candle light'

service.

Service, encounter are affected by several elements. Consider a

customer visiting a departmental store to purchase a shampoo. The

customer sees other customer waiting for this and otherservices. The


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customer also sees physical environment consisting ofbuilding,

interior, equipment and furniture. He orshe sees departmental store

personnel and deals with an employee of departmental store. Not

visible is a whole "back room" production process and organization

system that supports the visible business thus the services outcome,

and whether or not people will remain to services provider is

influenced by host variables.


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The Service Business as a System

Service Business

Internal

Organization

System

Not Visible Visible

Physical

Environment

Contact

Personnel

Service X

Customer A


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MANAGING SERVICE QUALITY

MSQCustomer form service expectation from past experiences, word of

mouth and advertising. Customers compare the perceived service

with the expected service. If the perceived service falls below the

expected service, customers are disappointed. if the performance

falls short of expectations, the customer is dissatisfied.' If the

performance matches the expectations, the customer is satisfied. If

the performance exceeds expectations the customer is highly

satisfied or delighted.

Parasuraman, Zeithaml and Berry formulated a service quality model

that highlight main requirement for delivering high service quality.

The model identifies five gaps that cause unsuccessful Delivery

Gap between expectation management consumer perception:

Management does not allow correctly perceive what customer

want. Hospital administrator may think that patients want

better food, but patient may be more. Concern with nurse

responsiveness.

Gap between management perception and service quality

specification:


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Management might correctly perceive customer wants, but not

set a performance standard. Hospital administrators may tell

the nurses to give "fast service" without specifying it in

minutes.

Gap between service quality specification and service

delivery: Personnel might be poorly trained, or incapable or

unwilling to' meet the standard; or they may be held to

conflicting standard, such as taking time to listen to customerand serving them fast.

Gap between service delivery and external communication:

Consumer expectations are affected by statement made by

company representative and add. If a hospital brochure shows a

beautiful room, but the patient arrive and find the room to be

cheap and tacky looking, external communications have

distorted the customers expectation.

Gap between perceived service and expected service:

This gap occurs when the consumer misperceives the service

quality. The physician may keep visiting the patient to show

care, but the patient may interpret this as an indication that

something really is wrong.


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Service Quality Model

Word of Mouth

Communication

Personal NeedsPast Experience

Expected Service

Perceived Service

Service Delivery

(Including post contact)

Translation of

Perception into service-

quality Specification

Management perception

of Consumer expectation

ExternalCommunication

to consumers

Consumer

Marketer

GAP 1GAP 2

GAP 3

GPA 5

GAP 4


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Various studies have shown that well-managed service

companies share the following common practices: a strategic

concept, a history of top management commitment to quality, high

standard, system for monitoring service performance and customer

complaints, faster and better delivery and an emphasis' on employee

satisfaction.

Strategic concept : Top service companies are "customerobsessed". They have a clear sense of their target customer and

their needs.

Top management commitment: Companies such as Marriot,

Disney, and McDonald's have a through commitment to

service quality.Their management looks not only at financial

performance on monthly basis, but also at service

performance. Ray Kroc of McDonald's insisted on continually

measuring each McDonald's outlet on its conformance to

QSCV: quality, service, cleanliness and value. Some

companies insert a reminder along with employee pay

cheques: brought to you by customer.

High standers: The best service provider sets high service-

quality standards. Citibank aims to answer to phone call within

10 seconds and customer letter within 2 days. The standard

must be appropriately high. A 98percent accuracy standard

may sound good, but it would result in FedEx losing 64000

pages a day, 6 misspelled words on each page.


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One can distinguish between those companies offering "merely

good" service and those offering "breakthrough" services, aimed at

being 100 percent defect free.

System for monitoring service performance:

Top firms audit service performance, both of their own and

their competitors. They collect voice of the customer satisfied

and dissatisfied. They use comparison shopping, customer

survey, suggestion and complaint forms. Citibank checkscontinuously for measures of ART [accuracy, responsiveness

and timeliness]. The Chicago bank employs a monthly

Performance Measurement Program charting its performance

on large number of customer sensitive issues. A typical chart

to track the bank speed in answering the customer service

phone inquiries. It will take action whenever bank

performance fall below the minimum acceptable level. It also

raises performance goal over time.

Satisfying customer complaint: Studies of customer

satisfaction shows that customers are dissatisfied with their

purchase about 25 percent of the time but that only about 5 '

percent complain. The other 95 percent either feel complaining

is not worth the effort, or they do not know how or whom to.

Complain Of the 5 percent who complain, only about 50

percent report a satisfactory complain resolution. Yet the need

to resolve a customer problem in a satisfactory manner is

critical. On average a satisfied customer tells three people


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about a good product experience, but the average dissatisfied

customer grips to 11 people. If each of them tells stills other

people, the number of people exposed to bad word of mouth

may grow exponentially.

Customers whose complaints are satisfactorily resolved often

become more company loyal then customer who were never

dissatisfied. About 34 percent of customer who register major

complaint will buy again from the company if their complaint

is resolved, and this number rises to 52 percent for minor

complaint. If the complaint is resolved quickly, between 52

percent (major complaint) and 95 percent (minor complaint)

will buy again from the company.


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SCOPE OF INTERNAL CUSTOMER

SATISFACTION


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EMPLOYEE SATISFACTION

ES

Employee satisfaction is considered to be a key indicator of

productivity and customer satisfaction. Excellent service companies

know that positive employee attitude will promote stronger customer

loyalty. Given the importance of positive employee attitude, service

companies must attract and retain best employee they can find. They

need to market a career rather than just a job. They must design a

sound training program and provide support and reward for good

performance. They could use Internet, daily reminder and employee

roundtable to reinforce customer- center attitude. Sears found a high

correlation between customer satisfaction, employee satisfaction and

store profitability. In companies such as John Deere and Four

Seasons hotel, employee exhibits real pride in their companies.

It is important to audit employee job satisfaction regularly.

Rosenbluth and Peters, in the (external) Customer comes second,

go so far as to say that the companies employees, not the companies

customer, have to be made number one if the company hopes to truly

satisfy its customers.

Best-in-business organizations track employee satisfaction through

the use of employee satisfaction surveys and/or through predictive

indicators, such as:


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Employee satisfaction survey results

Attrition rates of employees

Training hours in customer service per employee

When they feel they are rewarded fairly for the work they do.

Consider employee responsibilities, the effort they have put

forth, the work they have done well, and the demands of their

jobs.

Minimum politics at the work place.

When service is good, the organization's culture encourages

Teamwork, both customers, and employees are happy.

The Harvard Business review reports that a 5 percent increase in

retention results in a 10 percent decrease in costs and productivity

increases ranging from 25 percent to 65 percent. In view of these

complexities, Christian Gronroos has argued that service marketing

requires not only external marketing, but also internal and interactive

marketing.

External marketing : It describes the normal work to prepare, price,

distribute and promote the service to customer.

Internal marketing : It describes the work to train and motivate

employees to serve customer well.


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QUESTIONNAIRE FOR CUSTOMERS OF AIRTEL

Customer details:

Name:

Address:

Occupation:

Cell number:

1.How did you first know about Airtel?

Advertising Friends

Relatives

Salesman

2. Why are you using this cellular service provider?

. Coverage

. Services

. Tariffs. Congestion free

. Roaming facility

3. How long have you been using Airtel cellular service?

. 0to 6 months

. 6 to 12 months

. 12 months and above

4. Which value added service you like in comparison with other

service providers?

. MMS

. Masala services

. GPRS

. SMS

. Roaming


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5. How frequently do you visit to local Airtel office?

. Twice a month

. Thrice a month. More than thrice a month

6.Are you satisfied with services of Airtel ?

.Yes .No

7. If yes please rank the service from following Gradation.

. Excellent. Very good

. Good

. Average

. poor

8. If not please state the reasons.

9. Through which channel do you get the information you needed?

. Customer care

. Personal visit to office

. Internet

10. With in how much time frame are your queries resolved?

. 10 min

. 1hr

. 5 hrs

. More than 5 hrs


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11. How do you find Airtel' s tariffs as compared with other cellular

service providers?

. The good

. Good

. Reasonable

. bad

12. What are your future expectations from Airtel?

Thank you


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Analysis of Data Analysis

USP of Usage Percentage

Coverage 21

Services 34

Tariffs 15

Congestion Free 19

Roaming Facility 11

Total 110

0

5

10

15

20

25

30

35

Coverage Services Tariffs

Congestion Free Roaming Facility


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VAS Percentage

MMS 52

Masala Services 17

GPRS 10

SMS 9

Roaming 12

Total 100

Value Added Services

0

10

20

30

40

50

60

MMS Masala Services GPRS SMS Roaming


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Frequency of Visit PercentageTwice 29

Thrice 63

More 08

Total 100

Frequency of Visit

0

10

20

30

40

50

60

70

Twice Thrice More


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Courtesy of Staff Percentage

Excellent 0

Very good 4

Good 22

Average 57

Poor 17

Total 100

Courtesy of Staff

0

10

20

30

40

50

60

Excellent Very good Good Average Poor


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Resolution of Complaints Percentage10 min 33

1 Hrs. 10

5 hrs. 41

More than 5 hrs. 16

Total 100

Resolution of Complaints

0

5

10

1520

25

30

35

40

45

10 min 1 Hrs. 5 hrs. More than 5 hrs.


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Customer Expectation Percentage

Exceeds Expectation 7

Meets Expectation 19Close to Expectation 45

Below Expectation 29

Total 100

Customer Expectation

0

10

20

30

40

50

Exceeds Expectation Meets Expectation

Close to Expectation Below Expectation


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CONCLUSION AND SUGGESTION

Hence it can be concluded that Airtel is having a good customer

base. Company performance. at the present stage is close to their

expectation, we found that the largest ?1ass of customer fall in the

category of close to expectation and second largest group of

customer fall under below expectation.

The management should consider its present scenario with regard tocustomer expectation with Airtel.

The unique selling proposition of Airtel post paid is its multiple

services, which only Airtel is providing, in GSM cellular industry.

But additional concentration should be given to other areas such as

coverage, tariffs, and roaming facility.

The company has not yet launched its connections in cities such as

Beed, Paithan, Lonavla, and many taluka places are yet to cover if

serious thought is given to these places then it might be possible that

it wi11give tough completion to its existing competitors by

expansion strategy.

Further if the company makes its retention team stronger by

providing them motivation of various types then chances are that this

retention team wi1l bring difference, as retention is a1so one of the

important factors in marketing activity.


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We have found in the research that there exists the negative

correlation between courtesy of staff and customer visit to office,

due to which it causes inconvenience to the customer. Higher the

rate of custon1er visit is directly proportionate high resentment to

the customer because the resolution time frame depicted by the

customer for most of the problems.

Airtel's many of the flew customers faces billingproblems, so Airtel

Should give itemizedbill free of cost or by charging negligible price

for first few months.


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Bibliography

Marketing management by Philip kotler.

Marketing management by J.Paul peter.

Improving customer satisfaction by J. Mike jacka.

Managing customer value by Bradely gale.

Brochers of Airtel.

w ww.Airtelworld.com

www.Google.com.
http://www.airtelworld.com/http://www.google.com/http://www.airtelworld.com/http://www.google.com/


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INDEX

1. Research Methodology

2. Objectives & Limitation

3. Company Introduction

4. Tools and Techniques of External Customer

Satisfaction

5. Scope of Internal Customer satisfaction

6. Research Methodology

7. Questionnaire

8. Interpretation and Discussion

9. Conclusion and Suggestion

10. Bibliography

Project Report Airtel

Documents

Transcript of Project Report Airtel