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A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
A study on customer satisfaction, customer relationship management
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A study on customer satisfaction, customer relationship management

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Project on CRM, customer satisfaction

Project on CRM, customer satisfaction

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  • 1. KARNATAK LAW SOCIETY’S INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH BELGAUM(Affiliated to Karnataka University, Dharwad & Recognized by AICTE, New Delhi) A PROJECT REPORT ON “A Study on Customer Satisfaction, Customer Relationship Management” & Competitor Profile In AIRTEL, Bangalore Rural Submitted by Mr.RAHUL V. MACHAKANUR (Reg.No.-MBA09003071) 1
  • 2. UNDER THE GUIDANCE OF INSTITUTE GUIDE ORGANISATION GUIDEDr. Rajendra Inamdar Mr. Ranjit Thomas(Faculty KLS IMER, Belgaum) (Zonal Sales Manager) KARNATAK LAW SOCIETY’S INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH BELGAUM.(Affiliated to Karnataka University, Dharwad & Recognized by AICTE, New Delhi) CERTIFICATE 2
  • 3. This is to certify that dissertation entitled “A Study on CustomerSatisfaction, Customer Relationship Management &Competitor Profile at AIRTEL in Bangalore Rural” is abonafide work and independent Project study conducted by RahulV. Machakanur, Rg.No: MBA09003071 and has successfullycompleted his Summer in plant Project in partial fulfillment ofMasters Degree in Business Administration awarded by KarnatakaUniversity Dharwad, for the Academic Year 2009-20010 under myguidance.INSTITUTE GUIDE DIRECTORDr. Rajendra M. Inamdar Dr. A. B.Kalkundrikar DECLARATION I Rahul Machaknur bearing the University seatNo.MBA09003071 here by declared that “A Project Reporton Customer satisfaction, Customer relationshipmanagement & Competitor’s profile” was carried out by meunder the guidance and supervision of Mr. Renjit Thomas, 3
  • 4. Zonal Sales Manager, AIRTEL, Bangalore and Dr. Rajendra Inamdar, KLS IMER. This project is submitted to Karnataka UniversityDharwad. In partial fulfillment of the requirement for theaward of Master of Business Administration during theacademic year 2009-2010. Place: Bangalore Rahul Machaknur Acknowledgement 4
  • 5. The completion of this in plant Training Report on AIRTEL, Bangalore isdue to the courtesy of all those who were involved with my efforts. Thisproject report wouldn’t be complete without my expression of gratitude tothem.I sincerely thank Dr. Rajendra M. Inamdar Asst Professor,IMER for hissupport and encouragement throughout the study.I am also grateful to my guides and sincere thanks to Mr. Renjit Thomas,Zonal Sales Manager and Mr. Vijay B Training Manager. Who gave me anopportunity to undergo this project at AIRTEL, Bangalore and for theirvaluable and timely guidance while doing this project.I also express my thanks to my Family and Friends at Institute ofManagement Education & Research for guiding and encouraging me whiledoing this project. Rahul Machaknur 5
  • 6. TABLE OF CONTENTS CHAPTER PAGE NOEXECUTIVE SUMMARY 1COMPANY PROFILE 2-7PROJECT TITLE 8RESEARCH DESIGN FOR CUSTOMERSIN KOLAR DISTRICT 9-12ANALYSIS OF DATA 13-33RESEARCH DESIGN FOR RETAILERSIN KOLAR DISTRICT 34-36ANALYSIS OF DATA 37-46RESEARCH DESIGN FOR CUSTOMERS 47-49IN CHICKBALAPUR DISTRICTANALYSIS OF DATA 50-68RESEARCH DESIGN FOR RETAILERSIN CHICKBALAPUR 69-70ANALYSIS OF DATA 71-81HYPOTHESES TESTING 82-89FINDING & SUGGESTIONS 90-91CONCLUSION 92BIBLOGRAPHY 93ANNEXURE 94-100Executive SummaryAIRTEL is one of Asia’s leading providers of telecommunication services with presence in allthe 22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka Theyserved an aggregate of 133,708,496 customers as of April 30, 2010, in India; of whom 6
  • 7. 130,616,487 subscribe to their GSM services and 3,092,009 use our Telemedia Services eitherfor voice and/or broadband access delivered through DSL. They are the largest wireless serviceprovider in the country, based on the number of customers as of April 30, 2010. They offer anintegrated suite of telecom solutions to our enterprise customers, in addition to providing longdistance connectivity both nationally and internationally. They also offer DTH and IPTVServices. All these services are rendered under a unified brand “AIRTEL”.The project study has been undertaken by the student of Institute of management Education andResearch, Belgaum at “AIRTEL “on “CUSTOMER SATISFICATION, CUSTOMER RELATIONSHIPMANAGEMENT &COMPETITOR PROFILE IN BANGLORE RURAL” . The project work was for 60 daysfrom 1stth June to 31st July.This research was conducted in two districts Kolar and Chikabalapur to study the customersatisfaction level, customer relationship management and market share of the competitors. Theresearcher has surveyed a sample size of 500 customers and 200 retailers in Kolar andChikabalapur district.It was found that though the AIRTEL has the highest market share it needs to improve on itsservice quality and retail services.The research has been conducted to gather information from 250 respondents & a structuredquestionnaire will be used to collect the information from the respondents. The data which wascollected from them will be analyzed and classified.Company Profile 7
  • 8. AIRTEL is one of Asia’s leading providers of telecommunication services with presence in allthe 22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka Theyserved an aggregate of 133,708,496 customers as of April 30, 2010, in India; of whom130,616,487 subscribe to their GSM services and 3,092,009 use our Telemedia Services eitherfor voice and/or broadband access delivered through DSL.They are the largest wireless serviceprovider in the country, based on the number of customers as of April 30, 2010. They offer anintegrated suite of telecom solutions to our enterprise customers, in addition to providing longdistance connectivity both nationally and internationally. They also offer DTH and IPTVServices. All these services are rendered under a unified brand “AIRTEL”.The company also deploys, owns and manages passive infrastructure pertaining to telecomoperations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of IndusTowers Limited. Bharti Infratel and Indus Towers are the two top providers of passiveinfrastructure servicesin India. 8
  • 9. Company History- Bharti AIRTELBharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liabilityunder the Companies Act, for promoting telecommunications services. Bharti Tele-Venturesreceived certificate for commencement of business on January 18, 1996.The Company was initially formed as a wholly- owned subsidiary of Bharti Telecom Limited.The chronology of events since Bharti Tele-Ventures was incorporated in 1995 is as follows:Calendar year & Events1995Bharti Cellular launched cellular services AIRTEL in Delhi1996STET International Netherlands NV, or STET, a company promoted by Telecom Italia, Italyacquired a 20% equity interest in Bharti Tele-VenturesBharti Telenet launched cellular services in Himachal Pradesh1997British Telecom acquired a 21.05% equity interest in Bharti Cellular Bharti Telenet obtained alicense for providing fixed-line services in Madhya Pradesh circle Bharti Telecom and BritishTelecom formed a 51% : 49% joint venture,Bharti BT, for providing VSAT services1998Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti BT Internet forproviding Internet services - First Indian private fixed-line services launched in Indore in the 9
  • 10. Madhya Pradesh circle on June 4, 1998 by Bharti Telenet thereby ending fixed-line servicesmonopoly of DoT (now BSNL)1999-Warburg Pincus (through its investment companyBrentwood Investment Holdings Limited) acquired a 19.05% equity interest in Bharti Tele-Ventures Bharti Tele-Ventures (by acquiring a 63.45%equity interest in SC Cellular Holdings)acquired an effective 32.36%equity interest in Bharti Mobile (formerly JT Mobiles), thecellular services provider In Karnataka and Andhra Pradesh circles New York Life InsuranceFund, or NYLIF, acquired a 3% equity Interest in Bharti Cellular 2000 Bharti Tele-Venturesacquired an effective equity interest of 40.5% in Bharti Mobinet (formerly SkycellCommunications), the cellular services provider in Chennai Bharti Tele-Ventures acquired a30.2% equity interest of Telecom Italia in Bharti Telenet and 18.8% from Bharti Telecomthereby making Bharti Telenet a 100% subsidiary of Bharti Tele-Ventures- SingTel (through itsinvestment company Pastel Limited) acquired STETs 15.3% equity interest in Bharti Tele-Ventures- Bharti Tele-Ventures acquired an additional effective 41.64% Equity interest in Bharti Mobile(by acquiring the remaining 36.55% equity interest in SC Cellular) resulting in Bharti Tele-Ventures holding an effective 74% equity interest in Bharti Mobile.2001Bharti Tele-Ventures acquired NYLIFs 3% equity interest in Bharti Cellular Bharti Telesonicentered into a joint venture, Bharti Aquanet, With SingTel for establishing a submarine cablelanding station at Chennai Bharti Tele-Ventures issued additional equity for approximately US$481.30 million to SingTel, Warburg Pincus, AIF group, IFC, NYLIF, And Seejay Cellular and 10
  • 11. Bharti During the quarter ended Sept 30, 2003, Bharti Tele-Ventures, one of Mittal’scompanies, became the first private telecom operator to cross the five-million-customer mark.AIRTEL, India’slargest cellular service provider with a presence across 16 states in the country, had more thandoubled its mobile customer base from 2.29 million in September 2002 to almost 4.86 millionat Oct 31, 2003. Bharti Telenet, India’s first fixed-line telephone service provider, is also thecountry’s largest fixed-line service provider in the private sector. And, with operations inSeychelles, Bharti is the first Indian company to provide comprehensive telecom servicesoutside the country.Company Vision & promiseBy 2010 AIRTEL will be the most admired brand in India: Loved by more customersTargeted by top talentBenchmarked by more businessesThey at AIRTEL always think in fresh and innovative ways about the needs of their customersand how they want them to feel. They deliver what they promise and go out of their way todelight the customer with a little bit more.Mission & VisionMissionAIRTEL Australia’s mission is to deliver reliable cost effective and practicaltelecommunication solution amalgamated with highest quality of Customer Service deliveredwith a sense of warmth, friendliness, individual pride, and “AIRTEL SPIRIT.” 11
  • 12. VisionAIRTEL’s vision is to be recognized as: A leader in client satisfaction, professionalism, superior quality and innovation in our chosenmarket. An employer of choice, nurturing a culture that values Dedication, Respect, andContinuous ImprovementBusiness OperationBackgroundBharti AIRTEL, incorporated on July 7, 1995 is the flagship company of Bharti Enterprises.The Bhar Group, has a diverse business portfolio and has created global brands in thetelecommunication sector. Bharti AIRTEL is Asia’s leading integrated telecom servicesprovider with operations in India and Sri Lanka. Bharti AIRTEL has been at the forefront of thetelecom revolution and has transformed the sectAwards and RecognitionsFor the Year 2008 – 2009Voted India’s most innovative company – in a survey conducted by The Wall Street Journal in2008Winner of the “Gallup Great Workplace Award”- Gallup Consulting, 2008 “2nd Most TrustedService Brand” - AnnualEconomic Times-Brand Equity, Most Trusted Brands survey 2008 ‘Best Content Service’Award for its Farmer Information Dissemination Platform for BhartiAIRTEL’s joint venture with IFFCO, IKSL (IFFCO Kisan Samachar) - World CommunicationsAwards 2008 12
  • 13. Competitors1. Reliance Communication2. Idea Cellular3. Tata Communication4. Tata Teleservice5. MTNL6. Spice Communication7. Tulip Telecom8. Nu Tek India9. Goldstone Infra10. BSNL 13
  • 14. Title of the ProjectCustomer Satisfaction, Customer Relationship Management andCompetitors Profile at AIRTEL in Bangalore Rural.Objectives • To assess the service of AIRTEL comparison with other networks. • To know the market share of AIRTEL. • To know the customer relationship management of AIRTEL. • To know the market share of the competitors. • To know the promotional ability and schemes of the competitors. • To know the target market of the competitors. 14
  • 15. Total Sample Size • 500 customers (250 Kolar & 250 Chikabalapur) • 200 retailersResearch DesignThe research has been conducted to gather information from 250 respondents & a structuredquestionnaire will be used to collect the information from the respondents. The data which wascollected from them will be analyzed and classified.TitleStudy on customer satisfaction and assessment of customer relationship management forAIRTEL in Kolar district.Objectives: 15
  • 16. • To assess the service of AIRTEL in comparison with other networks. • To know the market share of AIRTEL. • To know the customer relationship management of AIRTEL.Hypotheses of studyHypotheses 1H0: less than equal to 70% of the customers are satisfied with the overall service provided byAIRTEL. (<=70%)H1: More than 70% of the customers are satisfied with the overall service provided byAIRTEL. (>70%)Hypotheses 2 16
  • 17. H0: At least 80% of AIRTEL customers feel that the approach of the customer care executivesis courteous.H1: More than 80% of AIRTEL customers feel that the approach of the customer careexecutives is courteous.Source of dataPrimary data: This data was collected directly from respondents by personal interviewthrough questionnaire.QuestionnaireA structured questionnaire was designed to collect the data from the respondents and thenfinally used to collect information from 250 respondents from various areas in kolar district.SAMPLING 17
  • 18. SURVEY METHODThe related data or information was obtained by personal administration through questionnairei.e. personal survey. • Questionnaire • Personal interviewSurvey area • Kolar DistrictSample Unit • Individual AIRTEL usersSAMPLING METHODThe type of sample method used is Stratified Sampling. The strata’s are • Youths • Businessmen • Working executives 18
  • 19. Sample Size • 250TOOLS AND TECHNIQUES OF DATA COLLECTION • Questionnaire • Personal interviewSampling Measurement technique • Analysis of questionnaire in SPSS software. 19
  • 20. Analysis of the DataIn this study the relationship between independent variable and independent variables areexpressed in the form of percentage of the total population and the data is analyzed by usingtabular and graphical representation.Which mobile connection are you using at present (if you are not using AIRTEL, then go toquestion number 16). Cumulative Frequency Percent Valid Percent PercentValid AIRTEL 118 47.2 47.2 47.2 BSNL 27 10.8 10.8 58.0 Tata Docomo 37 14.8 14.8 72.8 Vodafone 26 10.4 10.4 83.2 Relance 42 16.8 16.8 100.0 Total 250 100.0 100.0 20
  • 21. Since when are you using AIRTEL? Frequency Percent Valid Percent Cumulative PercentValid Less than or equal to 1 year 30 25.4 25.4 25.4 More than 1 year and less than 2 27 22.9 22.9 48.3 years More than 2 years and less than 5 23 19.5 19.5 67.8 years More than 5 years 38 32.2 32.2 100.0 Total 118 100.0 100.0 21
  • 22. What is your opinion about AIRTEL in terms of the following attributes Excellent Good Average Poor Worst Network Coverage 48 32 10 18 10 118 Clarity 36 44 24 6 8 118 Customer Care support 30 26 40 12 10 118 Tariffs 28 32 41 10 7 118 Value Added Services 29 33 47 5 4 118 Promotional Schemes 49 27 17 13 12 118 22
  • 23. Presently which services of AIRTEL do you avail? Frequency Percent Valid Percent Cumulative PercentValid GPRS 20 16.9 16.9 16.9 Internet 10 8.5 8.5 25.4 Hello Tune 27 22.9 22.9 48.3 Astrology 3 2.5 2.5 50.8 None of these 58 49.2 49.2 100.0 Total 118 100.0 100.0 23
  • 24. How do you rate the above services of AIRTEL? Frequency Percent Valid Percent Cumulative PercentValid Excellent 44 37.3 37.3 37.3 Good 33 28.0 28.0 65.3 Average 30 25.4 25.4 90.7 Poor 7 5.9 5.9 96.6 Worst 4 3.4 3.4 100.0 Total 118 100.0 100.0 24
  • 25. Which Tariff plan do you prefer the most? Frequency Percent Valid Percent Cumulative PercentValid Per minute 47 39.8 39.8 39.8 Pulse rate 33 28.0 28.0 67.8 Per call 38 32.2 32.2 100.0 Total 118 100.0 100.0 25
  • 26. Are you aware that customer care sevice is charged in AIRTEL? If yes what is the reason? 26
  • 27. Frequency Percent Valid Percent Cumulative PercentValid Yes 48 40.7 40.7 40.7 No 70 59.3 59.3 100.0 Total 118 100.0 100.0The service of free recorded messages in AIRTEL is: 27
  • 28. Frequency Percent Valid Percent Cumulative PercentValid Excellent 18 15.3 15.3 15.3 Good 22 18.6 18.6 33.9 Niether good nor bad 30 25.4 25.4 59.3 Poor 23 19.5 19.5 78.8 Worst 25 21.2 21.2 100.0 Total 118 100.0 100.0 28
  • 29. Which recharge option do you prefer more? Frequency Percent Valid Percent Cumulative PercentValid Easy Recharge 73 61.9 61.9 61.9 Physical Recharge Card 45 38.1 38.1 100.0 Total 118 100.0 100.0 29
  • 30. The physical recharge card is easily available? Frequency Percent Valid Percent Cumulative PercentValid Strongly Agree 63 53.4 53.4 53.4 Agree 27 22.9 22.9 76.3 No idea 4 3.4 3.4 79.7 Disagree 6 5.1 5.1 84.7 Strongly Disagree 18 15.3 15.3 100.0 Total 118 100.0 100.0 30
  • 31. Which full talk time offer do you prefer more & why? Frequency Percent Valid Percent Cumulative PercentValid 22 27 22.9 22.9 22.9 51 53 44.9 44.9 67.8 99 12 10.2 10.2 78.0 222 11 9.3 9.3 87.3 333 15 12.7 12.7 100.0 Total 118 100.0 100.0 Figure 11 31
  • 32. Are you using AIRTEL as a main contact number? If yes what is the reason? Frequency Percent Valid Percent Cumulative PercentValid Yes 73 61.9 61.9 61.9 No 45 38.1 38.1 100.0 Total 118 100.0 100.0 32
  • 33. What you feel about customer care relationship management in AIRTEL? Goo Excellent d Average Poor WorstInformation about new offer 58 32 12 6 10 118Approach is polite and curtious 57 13 24 18 6 118Quick in providing Service 42 27 23 15 11 118 33
  • 34. My satisfaction level with the overall service of AIRTEL is: Frequency Percent Valid Percent Cumulative PercentValid Highly Satisfied 53 44.9 44.9 44.9 Satisfied 21 17.8 17.8 62.7 Average 18 15.3 15.3 78.0 Dissatisfied 16 13.6 13.6 91.5 Highly Dissatisfied 10 8.5 8.5 100.0 Total 118 100.0 100.0 34
  • 35. How likely will you suggest your friends and relatives to take an AIRTEL connection? Frequency Percent Valid Percent Cumulative PercentValid Always 40 33.9 33.9 33.9 Some times 23 19.5 19.5 53.4 Very Rarely 37 31.4 31.4 84.7 Never 18 15.3 15.3 100.0 Total 118 100.0 100.0 35
  • 36. What are the reasons for using other connections? Frequency Percent Valid Percent Cumulative PercentValid Network Coverage 12 9.1 9.1 9.1 Tariff 20 15.2 15.2 24.2 Schemes 38 28.8 28.8 53.0 Availibility of Sim 35 26.5 26.5 79.5 Others 27 20.5 20.5 100.0 Total 132 100.0 100.0 36
  • 37. TitleTo conduct study on competitor profile of AIRTEL in Kolar district.Objective • To know the market share of the competitors. • To know the promotional ability and schemes of the competitors. • To know the target market of the competitors.Source of dataPrimary data: This data was collected directly from respondents by personal interviewthrough questionnaire.QuestionnaireA structured questionnaire was designed to collect the data from the respondents and thenfinally used to collect information from 250 respondents from various areas in kolar district.SAMPLINGSURVEY METHOD 37
  • 38. • Questionnaire • Telephonic interviewSurvey area • Kolar DistrictSample Frame • Retailer list obtained from distributors.Sample Unit • RetailersSAMPLING METHOD • The type of sample method used is Convenience Sampling Method.Sample Size 38
  • 39. • 100TOOLS AND TECHNIQUES OF DATA COLLECTION • Questionnaire • Telephonic interviewSampling Measurement technique • Analysis of questionnaire in SPSS software.Analysis of the DataIn this study the relationship between independent variable and independent variables areexpressed in the form of percentage of the total population and the data is analyzed by usingtabular and graphical representation. 39
  • 40. What defined market are they trying to reach? Frequency Percent Valid Percent Cumulative PercentValid Students 38 38.0 38.0 38.0 Business 22 22.0 22.0 60.0 Executives 15 15.0 15.0 75.0 Household 25 25.0 25.0 100.0 Total 100 100.0 100.0 40
  • 41. Are you aware about PCO facility is provided by AIRTEL in your city at Rs. 2500/- with 2500talk time? Frequency Percent Valid Percent Cumulative PercentValid Yes 67 67.0 67.0 67.0 No 33 33.0 33.0 100.0 Total 100 100.0 100.0 41
  • 42. Are you interested to buy AIRTEL coin box? If no what is the reason? Frequency Percent Valid Percent Cumulative PercentValid Yes 7 7.0 7.0 7.0 No 93 93.0 93.0 100.0 Total 100 100.0 100.0 42
  • 43. Do you know AIRTEL is providing per second pulse rate facility in its PCO? Frequency Percent Valid Percent Cumulative PercentValid Yes 27 27.0 27.0 27.0 No 73 73.0 73.0 100.0 Total 100 100.0 100.0 43
  • 44. How wide is the coverage of competitors? 44
  • 45. Frequency Percent Valid Percent Cumulative PercentValid State wise 67 67.0 67.0 67.0 Zonal wise 13 13.0 13.0 80.0 National wise 20 20.0 20.0 100.0 Total 100 100.0 100.0 45
  • 46. Is the market saturated? Frequency Percent Valid Percent Cumulative PercentValid Yes 77 77.0 77.0 77.0 No 23 23.0 23.0 100.0 Total 100 100.0 100.0 46
  • 47. What are the core competencies of competitors? Frequency Percent Valid Percent Cumulative PercentValid Coverage 8 8.0 8.0 8.0 Price 42 42.0 42.0 50.0 Features 30 30.0 30.0 80.0 Any other 20 20.0 20.0 100.0 Total 100 100.0 100.0 47
  • 48. In terms of promotional ability how would you rate the competitors? Frequency Percent Valid Percent Cumulative PercentValid Very Strong 27 27.0 27.0 27.0 Strong 53 53.0 53.0 80.0 Weak 13 13.0 13.0 93.0 Very Weak 7 7.0 7.0 100.0 Total 100 100.0 100.0 48
  • 49. What is the approximate market share of the competitors? Frequency Percent Valid Percent Cumulative PercentValid Less than 10% 8 8.0 8.0 8.0 10 %to 25% 12 12.0 12.0 20.0 25% to 50% 45 45.0 45.0 65.0 More than 50% 35 35.0 35.0 100.0 Total 100 100.0 100.0 49
  • 50. Which of these internet packs offered by AIRTEL are preferred by the customers? Frequency Percent Valid Percent Cumulative PercentValid PRC 10 23 23.0 23.0 23.0 PRC 19 47 47.0 47.0 70.0 PRC 26 13 13.0 13.0 83.0 PRC 98 17 17.0 17.0 100.0 Total 100 100.0 100.0 50
  • 51. Research DesignThe research has been conducted to gather information from 250 respondents & a structuredquestionnaire will be used to collect the information from the respondents. The data which iscollected from them will be analyzed and classified.TitleStudy on customer satisfaction and assessment of customer relationship management forAIRTEL in Chikabalapur district. 51
  • 52. Objectives: • To assess the service of AIRTEL in comparison with other networks. • To know the market share of AIRTEL. • To know the customer relationship management of AIRTEL.Hypotheses of studyHypotheses 1H0: less than equal to 70% of the customers are satisfied with the overall service provided byAIRTEL. (<=70%)H1: More than 70% of the customers are satisfied with the overall service provided byAIRTEL. (>70%)Hypotheses 2H0: At least 80% of AIRTEL customers feel that the approach of the customer care executivesis courteous. 52
  • 53. H1: More than 80% of AIRTEL customers feel that the approach of the customer careexecutives is courteous.Source of dataPrimary data: This data was collected directly from respondents by personal interviewthrough questionnaire.QuestionnaireA structured questionnaire was designed to collect the data from the respondents and thenfinally used to collect information from 250 respondents from various areas in Chikabalapurdistrict.SAMPLINGSURVEY METHODThe related data or information was obtained by personal administration through questionnairei.e. personal survey. • Questionnaire • Personal interviewSurvey area • Chikabalapur District 53
  • 54. Sample Unit • Individual AIRTEL usersSAMPLING METHOD The type of sample method used is Stratified Sampling. The Strata’s are • Youths • Businessmen • Working executivesSample Size • 250TOOLS AND TECHNIQUES OF DATA COLLECTION • Questionnaire • Personal interviewSampling Measurement technique 54
  • 55. • Analysis of questionnaire in SPSS software.Analysis of the DataIn this study the relationship between independent variable and independent variables areexpressed in the form of percentage of the total population and the data is analyzed by usingtabular and graphical representation.Which mobile connection are you using at present? Frequency Percent Valid Percent Cumulative PercentValid AIRTEL 95 38.0 38.0 38.0 BSNL 35 14.0 14.0 52.0 Tata Docomo 45 18.0 18.0 70.0 Vodafone 45 18.0 18.0 88.0 Reliance 30 12.0 12.0 100.0 Total 250 100.0 100.0 55
  • 56. Since when are you using AIRTEL? Frequency Percent Valid Percent Cumulative PercentValid Less than or equal to 1 year 38 40.0 40.0 40.0 More than 1 year and less than 2 14 14.7 14.7 54.7 years More than 2 years and less than 5 30 31.6 31.6 86.3 years More than 5 years 13 13.7 13.7 100.0 Total 95 100.0 100.0 56
  • 57. What is your opinion about AIRTEL in terms of the following attributes Excellent Good Average Poor Worst Network Coverage 33 27 21 9 5 95 Clarity 47 17 24 5 2 95 Customer Care support 27 31 12 18 7 95 Tariffs 21 18 37 18 1 95 Value Added Services 27 14 23 21 10 95 Promotional Schemes 37 18 23 12 5 95 57
  • 58. Presently which service of AIRTEL do you avail? 58
  • 59. Table 4 Frequency Percent Valid Percent Cumulative PercentGPRS 12 12.6 12.6 12.6Internet 20 21.1 21.1 33.7Hello tunes 18 18.9 18.9 52.6Astrology 5 5.3 5.3 57.9None of these 40 42.1 42.1 100.0Total 95 100.0 100.0 Figure 4 59
  • 60. How do you rate the above service of the AIRTEL? Frequency Percent Valid Percent Cumulative PercentValid Excellent 45 47.4 47.4 47.4 Good 30 31.6 31.6 78.9 Average 12 12.6 12.6 91.6 Poor 5 5.3 5.3 96.8 Worst 3 3.2 3.2 100.0 Total 95 100.0 100.0 60
  • 61. Which tariff plan do you prefer the most? Frequency Percent Valid Percent Cumulative PercentValid Per minute 38 40.0 40.0 40.0 Pulse rate 45 47.4 47.4 87.4 Per call 12 12.6 12.6 100.0 Total 95 100.0 100.0 61
  • 62. Are you aware that customer care services is charged in AIRTEL? If yes what is your opinion? Frequency Percent Valid Percent Cumulative PercentValid Yes 33 34.7 34.7 34.7 No 62 65.3 65.3 100.0 Total 95 100.0 100.0 62
  • 63. The service of pre recorded message in AIRTEL is: Frequency Percent Valid Percent Cumulative PercentValid Excellent 23 24.2 24.2 24.2 Good 17 17.9 17.9 42.1 Neither good nor bad 30 31.6 31.6 73.7 Poor 20 21.1 21.1 94.7 Worst 5 5.3 5.3 100.0 Total 95 100.0 100.0 63
  • 64. Which recharge option do you prefer more? Frequency Percent Valid Percent Cumulative PercentValid Easy recharge 67 70.5 70.5 70.5 Physical recharge card 28 29.5 29.5 100.0 Total 95 100.0 100.0 64
  • 65. The physical recharge card is easily available? 65
  • 66. Frequency Percent Valid Percent Cumulative PercentValid Strongly Agree 47 49.5 49.5 49.5 Agree 20 21.1 21.1 70.5 No Idea 5 5.3 5.3 75.8 Disagree 18 18.9 18.9 94.7 Strongly Disagree 5 5.3 5.3 100.0 Total 95 100.0 100.0 66
  • 67. Which full talk time offer do you prefer more & Why? Frequency Percent Valid Percent Cumulative PercentValid 22 12 12.6 12.6 12.6 51 38 40.0 40.0 52.6 99 8 8.4 8.4 61.1 222 7 7.4 7.4 68.4 333 30 31.6 31.6 100.0 Total 95 100.0 100.0 67
  • 68. Are you using AIRTEL as a main contact number? If yes what is the reason? Frequency Percent Valid Percent Cumulative PercentValid Yes 55 57.9 57.9 57.9 No 40 42.1 42.1 100.0 Total 95 100.0 100.0 68
  • 69. What you feel about customer care relationship management in AIRTEL? Excellent Good Average Poor Worst Information about new offer 42 21 12 12 8 95 Approach is polite and curtious 29 33 21 7 5 95 Quick in providing Service 37 23 19 8 8 95My satisfaction level with the overall service of AIRTEL is: 69
  • 70. Frequency Percent Valid Percent Cumulative PercentValid Highly Satisfied 43 45.3 45.3 45.3 Satisfied 17 17.9 17.9 63.2 Average 25 26.3 26.3 89.5 Dissatisfied 7 7.4 7.4 96.8 Highly Dissatisfied 3 3.2 3.2 100.0 Total 95 100.0 100.0 70
  • 71. How likely will you suggest your friends and relatives to take an AIRTEL Connection? Frequency Percent Valid Percent Cumulative PercentValid Always 15 15.8 15.8 15.8 Some times 35 36.8 36.8 52.6 Very Rarely 35 36.8 36.8 89.5 Never 10 10.5 10.5 100.0 Total 95 100.0 100.0 71
  • 72. What are the reasons for using other connections? Frequency Percent Valid Percent Cumulative PercentValid Network Coverage 35 22.6 22.6 22.6 Tariffs 55 35.5 35.5 58.1 Customer care Service 10 6.5 6.5 64.5 Schemes 40 25.8 25.8 90.3 Availibility of Sim 10 6.5 6.5 96.8 Any Other 5 3.2 3.2 100.0 Total 155 100.0 100.0 72
  • 73. TitleTo conduct study on competitor profile of AIRTEL in Chikabalapur district.Objectives • To know the market share of the competitors. • To know the promotional ability and schemes of the competitors. • To know the target market of the competitors.Source of dataPrimary data: This data has been collected directly from respondents by personal interviewthrough questionnaire.QuestionnaireA structured questionnaire was designed to collect the data from the respondents and thenfinally used to collect information from 250 respondents from various areas in chikabalapurdistrict.SAMPLINGSURVEY METHOD 73
  • 74. • Questionnaire • Telephonic interviewSurvey area • Chikabalapur DistrictSample Frame • Retailer list obtained from distributors.Sample Unit • RetailersSampling Method • The type of sample method used is Convenience Sampling Method. 74
  • 75. Sample Size • 100TOOLS AND TECHNIQUES OF DATA COLLECTION • Questionnaire • Telephonic interviewSampling Measurement technique • Analysis of questionnaire in SPSS software.Analysis of the DataIn this study the relationship between independent variable and independent variables areexpressed in the form of percentage of the total population and the data is analyzed by usingtabular and graphical representation. 75
  • 76. What defined market are they trying to reach? 76
  • 77. Frequency Percent Valid Percent Cumulative PercentValid Students 58 58.0 58.0 58.0 Business 15 15.0 15.0 73.0 Executives 12 12.0 12.0 85.0 Household 15 15.0 15.0 100.0 Total 100 100.0 100.0 77
  • 78. Are you aware about PCO facility is provided by AIRTEL in your city at Rs. 2500 with 2500talk time? Frequency Percent Valid Percent Cumulative PercentValid Yes 65 65.0 65.0 65.0 No 35 35.0 35.0 100.0 Total 100 100.0 100.0 78
  • 79. Are you interested to buy AIRTEL coin box? If no what is the reason? Frequency Percent Valid Percent Cumulative PercentValid Yes 5 5.0 5.0 5.0 No 95 95.0 95.0 100.0 Total 100 100.0 100.0 79
  • 80. Do you know AIRTEL is providing per second pulse rate facility in its PCO? 80
  • 81. Frequency Percent Valid Percent Cumulative PercentValid Yes 60 60.0 60.0 60.0 No 40 40.0 40.0 100.0 Total 100 100.0 100.0 81
  • 82. How wide is the coverage of the competitors? Frequency Percent Valid Percent Cumulative PercentValid State wise 45 45.0 45.0 45.0 Zonal wise 25 25.0 25.0 70.0 National wise 30 30.0 30.0 100.0 Total 100 100.0 100.0 82
  • 83. Is the market saturated? Frequency Percent Valid Percent Cumulative PercentValid Yes 65 65.0 65.0 65.0 No 35 35.0 35.0 100.0 Total 100 100.0 100.0 83
  • 84. What are the core competencies of the competitors? 84
  • 85. Frequency Percent Valid Percent Cumulative PercentValid Coverage 12 12.0 12.0 12.0 Price 65 65.0 65.0 77.0 Features 13 13.0 13.0 90.0 Others 10 10.0 10.0 100.0 Total 100 100.0 100.0 85
  • 86. In terms of promotional ability how would you rate the competitiors? Frequency Percent Valid Percent Cumulative PercentValid Very Strong 18 18.0 18.0 18.0 Strong 42 42.0 42.0 60.0 Weak 27 27.0 27.0 87.0 Very Weak 13 13.0 13.0 100.0 Total 100 100.0 100.0 86
  • 87. What is the approximate market share of the competitors? Frequency Percent Valid Percent Cumulative PercentValid Less than 10% 12 12.0 12.0 12.0 !0% to 25% 13 13.0 13.0 25.0 25% to 50% 30 30.0 30.0 55.0 More than 50% 45 45.0 45.0 100.0 Total 100 100.0 100.0 87
  • 88. Which of these internet packs offered by AIRTEL are preferred by the customers? Frequency Percent Valid Percent Cumulative PercentValid PRC 10 27 27.0 27.0 27.0 PRC 19 17 17.0 17.0 44.0 PRC 26 16 16.0 16.0 60.0 PRC 98 40 40.0 40.0 100.0 Total 100 100.0 100.0 88
  • 89. HYPOTHESES TESTING (KOLAR DISTRICT)Hypotheses 1.HO: Less than or equal to 70% of the customers are satisfied with the service provided byAIRTELH1: More than 70% of the customers are satisfied with the service provided by AIRTELRespondents = 118P = 70/118 = 0.610.61*(1-0.61)/118-10.61*0.39/1170.2379/1170.0020Take root value p^ = 0.044Critical value = p+Z at 95% *p^ 0.7+1.96*0.044 CV = 0.786 89
  • 90. Ho is acceptedHypothesis 2. (A) Ho: Less than or equal to 80% of AIRTEL customers feel that the customer care executives are giving proper information about new offersH1: More than 80% of AIRTEL customers feel that the customer care executives are givingproper information about new offersRespondents = 118P =90/118 = 0.76P^= sqrt p (1-p)/n-1 Sqrt 0.76*(1-0.76)/118-1P^= 0.064C.V = 0.8+1.96*0.064=0.94 90
  • 91. Ho is accepted (B) H0: Less than or equal to 80% AIRTEL customers feel that the approaches of customer care executives is courteousH1: More than 80% AIRTEL customers feel that the approaches of customer careexecutives is courteousP = 90/118 = 0.59P^= sqrt 0.59*(1-0.59)/118-1 91
  • 92. P^= 0.044C.V =0.8+1.96*0.044 = 0.886Ho is accepted 92
  • 93. (C) H0: Less than or equal to 80% of the AIRTEL customers feel that customer care executives are quick in providing serviceH1: More than 80% of the AIRTEL customers feel that customer care executives are quick inproviding serviceP = 73/118 = 0.61P^= sqrt 0.61*(1-0.61)/118-1P^= 0.043C.V=0.8 +1.96*0.044=0.886Ho is accepted 93
  • 94. HYPOTHESES TESTING (CHIKKABALAPUR DISTRICT)Hypotheses 1.HO: Less than or equal to 70% of the customers are satisfied with the service provided byAIRTELH1: More than 70% of the customers are satisfied with the service provided by AIRTEL Respondents = 95P = 60/95= 0.63P^ =sqrt 0.63*(1-0.63)/95-1P^= 0.044C.V = 0.7+1.96*0.044 = 0.786 94
  • 95. Ho is acceptedHypotheses 2. (A) Ho: Less than or equal to 80% of AIRTEL customers feel that the customer care executives are giving proper information about new offersH1: More than 80% of AIRTEL customers feel that the customer care executives are givingproper information about new offers P = 63/95 = 0.66 P^ =sqrt 0.66*(1-0.66)/95-1 95
  • 96. P^= 0.002 C.V = 0.8+1.96*0.002 = 0.886Ho is accepted (B) H0: Less than or equal to 80% AIRTEL customers feel that the approaches of customer care executives is courteous 96
  • 97. H1: More than 80% AIRTEL customers feel that the approaches of customer careexecutives is courteousP = 62/95 = 0.65P^= sqrt 0.65*(1-0.65)/95-1P^ = 0.002C.V = 0.8+1.96*0.002 = 0.886Ho is accepted 97
  • 98. (C) H0: Less than or equal to 80% of the AIRTEL customers feel that customer care executives are quick in providing service H1: More than 80% of the AIRTEL customers feel that customer care executives are quick inproviding service P = 60/95 = 0.63 P^= sqrt 0.63*(1-0.63)/95-1 P^= 0.002 C.V = 0.8+1.96*0.002 = 0.886Ho is accepted 98
  • 99. FINDINGS:1. In this survey it was found that 68% AIRTEL customers feel that network coverage isexcellent2. Due to low pricing strategy of the competitors 54.8% customers are using other than AIRTELconnection3. Most of retailers are not ready buy AIRTEL COIN BOX due toA. coin jumpingB. one-way callsC. poor battery4. 61% of the customers are satisfied with the service provided by AIRTEL; hence furtherscope is there for improvement5. 76% of the customers feel that the customer care executives are giving proper information6. 59% of the customers feel that approaches of the customer care executives is courteous.Hence huge scope is there for improvement7. 85% of the customers are not aware that customer care service is charged in AIRTEL8. Most of the customer care executives are not capable to give information about internetfacility9. 67% of customers are preferred full talk time recharges 99
  • 100. 10. 87% of customers are preferred easy recharge option11. The market share of the competitors is 52.7% • BSNL = 10.8% • Tata Docomo = 14.8% • Vodafone = 10.4% • Reliance =16.8% Suggestion1. Increase the promotional activities in rural (Chikatirupati and Masti) places like providingbanners & boards to retailers2. Improve the service quality of coin box by addressing issues likeA. coin jumpingB. battery problemC. One way calls3. Do not charge for the calls made to customer care executives4. Give proper training to the customer care executives about the internet packages5. Maintain the low pricing strategy i.e. when competitors introduced per paisa per secondcall rates AIRTEL lost its customers. 100
  • 101. ConclusionIn this survey it was also found that 68% respondents have perception in their mind that theNetwork Coverage of the AIRTEL is good as compare to others.But at present the sales of the AIRTEL shows that the company should maintain the lowpricing strategy. The market share of the AIRTEL is 47.3%, it shows that still there is a chance to capture themore market share. 101
  • 102. BIBLIOGRAPHY • Primary Data collected through survey • Company website, www.airtel.in • Market Research book by TULL & HAWKINS 102
  • 103. ANNEXURE Questionnaire For CustomersDear respondent I am pleased to introduce myself as a MBA student of IMER. As a part of my curriculum, I have undertaken a research on “A study on customer satisfaction and retention strategy for AIRTEL service in Bangalore rural”. The information provided by you will be strictly kept confidential and used for academic purpose only. 103
  • 104. Thanking in advance. Date: - Place:- 1) Which mobile connection are you using at present? (If you are not usingAirtel then go to question no.16?) a) Airtel b) BSNL c) TATA DOCOMO d) Vodafone e) Reliance 2) Since when are you using Airtel? ( please tick) a) Less than or equal to 1 year b) More than 1 year & less than 2 years c) More than 2 years & less than 5 years d) More than 5 years3) 104
  • 105. a. Previously which mobile connection are you using? _____________________________________b. What is your opinion about Airtel in terms of the following attributes? Excellent Good Average Poor WorstNetworkCoverageClarity Customer caresupportTariffsValue addedServices PromotionalSchemesBilling ( In caseof Post paid) 105
  • 106. 4) Presently which services of Airtel do you avail ?a. GPRSb. Internetc. Hello Tuned. Astrology5) How do you rate the above services of airtel?a) Excellent b) Good c) Average d) Poor e) Worst 6) Which Tariff plan do you prefer the most ? ( tick any one)a. Per minuteb. Pulse ratec. Per call7) Are you aware that customer care service is charged in Airtel?a. Yesb. No 106
  • 107. If yes what is your opinion? ______________________________ ______________________________ 8) The service of Pre-recorded messages in Airtel is: a) Excellent b) Good c)neither good nor bad d)Poor e)Worst 9) Which recharge option do you prefer more? a) Easy recharge b) Physical recharge card10) The physical recharge card is easily available a) Strongly agree b) Agree c) No idea d) Disagree e) Strongly Disagree 1 107
  • 108. 1) Which full talk time offer do you prefer more & Why? a. 22 b. 51 c. 99 d. 222 e. 333__________________________________________- __________________________________________ 12) Are you using Airtel as a main contact Number? a. Yes b. No If yes what is the reason? 108
  • 109. 13) What you feel about customer care relationship management in Airtel ? Excellent Good Average PoorInformationabout new offerApproach ispolite and geniusQuick inprovidingservice?14) My satisfaction level with the overall service of Airtel is : 109
  • 110. a) Highly satisfied b) Satisfied c)Average d) Dis-satisfied e) Highly dis-satisfied 15) How likely will you suggest your friends and relative to take an Airtelconnection? a. Always b. Some-times c. Very rarely d. Never 16) What are the reasons for using other connections? (Rank) a. Network Coverage b. Tariffs c. Customer care service d. Schemes e. Availability of SIM f. Any other ______________________________ Personal Details 110
  • 111. Name:Gender:Age:Profession:Contact number: 111
  • 112. QUESSIONAIRE FOR RETAILERSDear respondent I am pleased to introduce myself as a MBA student of IMER. As a part of my curriculum, I haveundertaken a research on “A study on competitors profile for AIRTEL service in Bangalore rural”. Theinformation provided by you will be strictly kept confidential and used for academic purpose only. Thanking in advance. 1. What defined market are they trying to reach? a. Students b. Business c. Executives d. Household. 2. Are you aware about PCO facility is provided by airtel in your city? a. Yes b. No 3. Do you know airtel is providing per second pulse rate facility in its PCO? a. Yes b. no 4. How wide is the coverage of competitors? a. State wise b. Zonal c. National wide 112
  • 113. 5. Is the market saturated? a. Yes b. No6. What are the core competencies of competitors? a. Coverage b. Price c. Features d. Any others specify _________________7. In terms of promotional ability how would you rate the competitors? a. Very strong b. Strong c. Weak d. Very weak8. What is the approximate market share of the competitors? a. Less than 10% b. 10%-25% c. 25%-50% 113
  • 114. d. More than 50% 9. Which of these internet packs offered by airtel are preferred by the customers? a. Yes b. NoRetailers Details 1. Name: ____________________________ 2. Gender: a) Male b) Female 3). Contact Number: ____________________ 114
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