Conceptual framework of the study on airtel

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  • 1. 1 “Customer Satisfaction on Airtel Services” With respect to Visakhapatnam Project report submitted in partial fulfilment for the award of degree Of BACHELOR OF BUSINESS MANAGEMENT By BHAVYA SHAH Regd No. 1214112106 Under the guidance of Mrs. P. SHOBA RANI Assistant Professor GITAM Institute of Management GITAM University Gandhi Nagar, Rushikonda, Visakhapatnam-530 045 Andhra Pradesh, India
  • 2. 2 DECLARATION I, BHAVYA SHAH hereby declare that the project entitled “Customer Satisfaction On Airtel Services” is a bonafied work done by me in partial fulfilment for the award of degree Bachelor of Business Management. This project work has not submitted to any other university or institute for any degree. Visakhapatnam Bhavya Shah Date: Regd No.1214112106
  • 3. 3 CERTIFICATE This is to certify that the project report entitled “Customer Satisfaction on Airtel Services” is a bonafide work carried out by Bhavya Shah, bearing Regd No.1214112106 in partial fulfilment of the requirements for the award of degree of BACHELOR OF BUSINESS MANAGEMENT under the guidance of Mrs. P. Sobha Rani, Assistant Professor, GIM, GU. This project work has not submitted to any other university or institute for any degree or diploma. Visakhapatnam Mrs. P. Sobha Rani Date: Assistant Professor GIM, GU
  • 4. 4 ACKNOWLEDGEMENT I express my heart full thanks to Prof. K. Siva Rama Krishna dean and Principal of GITAM Institute of Management, for permitting me to do the project work. I extend my heart full thanks to Prof.P.Sheela, vice principal GIM, GITAM University who has been a staunch pillar of support to do the project. I extend our heart full thanks to our program coordinator Prof. Mrs. Manju Jose for her help and wishes for the successful completion of this project. I thank my guide Prof. P. Sobha Rani for helping me throughout the project and being very supportive. I express my sincere gratitude to my parents and friends for their moral support and the loved rendered during the course of my dissertation work. Place: BHAVYA SHAH Date: Regd NO. 1214112106
  • 5. 5 CONTENTS CHAPTER PAGE NUMBER CHAPTER 1 08-12  CONCEPTUAL FRAMEWORK ON CUSTOMER SATISFACTION ON AIRTEL SERVICES CHAPTER 2 14-19  NNED OF THE STUDY  OBJECTIVE OF THE STUDY  SCOPE OF THE STUDY  METHODOLOGY CHAPTER 3 21-31  ORGANISATION PROFILE ON AIRTEL  COMPANY PROFILE ON AIRTEL CHAPTER 4 33-44  DATA ANALYSIS CHAPTER 5 46-49  FINDINGS  SUGGESTIONS  CONCLUSIONS ANNEXURE 51-52
  • 6. 6 EXECUTIVE SUMMARY This project is an extensive report on how the Airtel company markets its strategies and how the company has been able in tackling the present tough competition and how it is cooping up by the allegations of the quality of its products and the introduction of the Airtel company . In today’s world of cutthroat fierce competition, it is very essential to not only exist but also to excel in the market. Today’s market is enormously more complex. Hence forth to survive in the market, the company not only needs to maximise its profit but also needs to
  • 7. 7 LIST OF CHARTS AND FIGURES TABLE NO. NAME PAGE NO. 1 Various types of Customers. 33 2 Different Age Groups Using Airtel Services. 34 3 Kind of Services Customers are Using. 35 4 Customer Appreciation 36 5 Customer Satisfaction Level 37 6 Problems Faced by Customers 38 7 Customers Interaction 39 8 Response of the Airtel Executives 40 9 Customers Opinion on Solving their Problems Immediately 41 10 Awareness of Customers Towards Value Added Services 42 11 Services Preferred 43 12 Modification of Services 44
  • 8. 8 CHAPTER 1 CONCEPTUAL FRAMEWORK ON CUSTOMER SATISFACTION ON AIRTEL SEVICES
  • 9. 9 INTRDUCTION TO CUSTOMER SATISFACTION: Customer satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprise’s customers are with the organizations efforts in a market place. Every organization has customers of some kind. The organization provides products (goods and /or services) of some kind to its customers through the mechanism of a market place. The products the organization provides are subject to competition whether by similar products or by substitution of products. The reason an organization is interested in the satisfaction of its customers because the organization is interested in retaining its existing customers and increasing the number of its customers. Customer satisfaction is an ambiguous and abstract concept. The satisfaction level varies from person to person. The state of satisfaction depends on a number of both psychological and physical variables. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. Because satisfaction is basically a psychological state it is a difficult thing to measure quantitatively. In other words there are no units of satisfaction that have been defined. The usual measures of customers satisfaction involve a survey instrument with a set of statements using a liker technique or scale the customers is asked to evaluate each statement and the select from a scale who much the customer agrees or disagrees with the statement . Customer service:
  • 10. 10 customer service is the provision of labour and other resources, for the purpose of increasing the value that buyers receive from their purchases and from the processes leading up to the purchase, with the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals . Households, firms, and societies have become widespread. A company can outperform rivals only if it can establish a difference that it can preserve, customer service can be such a difference. It is very difficult to control .and therefore difficult to imitate. It is difficult to control because of its variability. The level of service may vary greatly between two providers in the same organization. It may also vary from one moment to another, even as delivered by the same provider. The difficulty is compounded in multi unit operations: in addition to variability within units, there is also variability among units. That is both the challenge and the opportunity. The consistent delivery of superior service requires the careful design and execution of a whole system of activities that includes people, technology, and processes. The few companies that can manage this system do stand out, and are sought out, and are sought out, and are sought out. This is the foundation of their sustainable competitive advantage. Customers chum: Chum is the gross rate of customer loss during a given period. Chum can be shown as follows: Monthly chum = (co+ AI-CI) C0
  • 11. 11 Where: CO = Number of customer at the start of the month CI = Number of customers at the end of the month AI = Gross new customers during the month Chum rate is a measure of customer or employee attrition and is defined as the number of customers who discontinue a service or employees who leave a company during a specified time period divided by the average total number or employees over that same time period. For example, churn rate has been an ongoing concern of telephone and cell phone services in areas where several companies compete and make it easy to transfer from one services to another. Changes in a business chum rate can provide feedback for a company as it may indicate customer response to service, pricing, competition and so on, as well as the average length of time an individual remains a customer. The cellular industry has reached a critical juncture. Deregulation and domino effects of price free –for-alls, high customer chum and the increasing commoditization of services, together with the economic slowdown and consequent budget cuts, have all taken their toll . Companies have risen to these challenges through re-organization. Revision in management strategy, downsizing, downsizing and Consolidations, buy global and national competitive pressures are biting hard. They must dig deep to find business solutions that offer the scalability nard flexibility to secure the roots of their future success.
  • 12. 12 Chum can be broken down into involuntary churn, where the carrier cuts off service, oftentimes due to repeated non-payment of invoices, and voluntary chum, where the customer chooses to disconnect service. While eliminating unprofitable customers is an important goal for carriers, this project focuses on voluntary chum and how it can be more effectively managed. Chum management can be defined as the process of finding potential customers who are considering leaving and then preventing them from churning. The purpose of chum management is to minimize the loss due to subscribers and to maximize profits by retaining a stable and profitable customer base. Teledensity: The number of landline telephones in use for every 100 individuals living within an area. A teledensity greater than 100means there are more telephone than people. The teledensity rate is the number of telephones per 100people in a region.
  • 13. 13 CHAPTER 2 METHODOLOGY
  • 14. 14 NEED OF THE STUDY: This project focuses mainly to know how important is the customer service for a business to exist and to know about the marketing and management skills that are necessary in this present scenario for any organization’s growth. This survey is mainly based on satisfaction levels of Airtel customers. Feedback is taken from the customer on visiting the Airtel outlets about their experience visiting to these outlets is collected by the help of questionnaires. One of the major problems in an organisation is Customer Satisfaction. In the era of relationship marketing customers feelings and his satisfaction derived from the service he is using plays a very important role in an organisation. Being an oligopoly service sector the Telecom service sector has a tough completion. Airtel faces tough completion from Vodafone, Idea and BSNL. Airtel mainly focuses on sale of its services with a better customer service for increasing its brand loyalty and having a good network with its customers for its success. For the betterment of its service airtel service sector also takes feedback from its customers on visiting the showroom. To be successful today’s companies must be dynamic, constantly evolving and adjusting to the ever changing market conditions.
  • 15. 15 SCOPE OF THE STUDY: As we know that very well that Airtel is the market leader among private sector players in Indian Telecom Industry so, there is huge pressure upon the company to retain its position in the market. Airtel is facing several changes from its competitors mainly MTNL, Reliance and Tata Indicom. More over the main challenge is to retain the present customer base and try to increase it by providing them better service at affordable price.  This project will help the company to know its market reputation.  As this project mainly deals with the consumer perception about Airtel and its competitors. The organisation may utilize this work to focus it customer with greater perfection.  By using this project the organization may find some remedy, if there will be any sort of dissatisfaction about the service amongst the customers.
  • 16. 16 OBJECTIVES:  The important objective is to measure the customers satisfaction provided by the Airtel lobbies. .  To evaluate the awareness of the customers about the Airtel services like value added services (cricket, updating news, jokes, downloads).  To know about the customer expectations regarding Airtel services.  To collect the feedback for awareness about value services, uses of different options and other services providing Airtel.
  • 17. 17 METHODLOGY: Sampling unit -- Determining who is to be surveyed, in this case the sampling includes the Airtel customers visiting Airtel outlet. Sample size –Feedback of 150 customers who are visiting to Airtel outlets. Sampling Technique—Simple Random sampling. Useful information, which involves tabulation of data, preparation of graphs and charts by using of statistical tools. Sampling procedure determining how respondents should be chosen. To obtain a representative sample, a probability sampling of the population is defined. This means of determining who is reached by the survey to ensure they are indeed a valid cross-section unit. Probability sampling allows the calculation of confidence limits for sampling error. DATA COLLECTION: Data collection is the process of gathering and measuring information on variables of interest, in an established systematic fashion that enables one to answer stated research questions, evaluative outcomes, etc. PRIMARY DATA: It is the first hand information that the researcher tries to get from various sources like respondents’ analogues case situation and research experiments. The primary data is the data that is generated by the way of meeting different people. The primary data has been collected by the observations and interview methods.  Personal observation on the visibility, appearance of outlet the Airtel outlets in Visakhapatnam.  Through questionnaires.
  • 18. 18 Secondary Data: Secondary data are already published data collected for some purpose other than one confronting the researcher at a given point of time. The secondary data is gathered from various sources like books, journals, interne, etc.  Through internet Collected information regarding company profile and industry profile. The well-structured questionnaire prepared by the Indian market research bureau (IMRB) helped in collecting data from the customers visiting to outlets. It was a direct interaction with the customers in the survey with the questionnaire containing close ended question. And for each question there were 2 to 4 option giving the rating i.e., from 0 to 3 as per the parameters, which gives a clear picture about the survey. The sampling units included the customers name, mob no., time of visit to the Airtel outlets and lobbies and the data surveyed is then converted into tables and charts using quantitative methods. The outcome of the survey was used to give the inference and suggestions, which could help to improve the quality of service provided by the Airtel executives at the Airtel Relationship connects. Statistical tools:  Tables and different types of charts. All the analyzed data is abutted accordingly in the form of tables and graphs. The tables are mostly cross tables, which gives a better understanding of various aspects on different parameters at one time. The table consists of figure both in numbers and percentage for better understanding of the data collected. All the
  • 19. 19 tables are then converted into the form of graphs, which gives a better idea about the survey.
  • 20. 20 CHAPTER 3 ORAGNISATION PROFILE
  • 21. 21 INDUSTRY PROFILE OF AIRTEL Introduction: An industry is an area of economic production which involves large amounts of upfront capital investment before any profit can be realized. In economics and urban planning, industrial is an intensive type of land use with economic activity involved with manufacturing and production. About Telecommunication: The process of transmitting or receiving information over a distance by any electric or electromagnetic medium can be called as telecomunication. Information may take the form of voice, video, or data. Over the last 2,000 years we have learned to communicate over land, sea and space. Telecommunications was the cutting edge business of the 19th century and the foremost growth industry of the past 100 years. Brief History of Telecom in India: * Telecommunication came to India first in 1838. It was in the year when the first operational land lines were laid by the government near Calcutta (seat of British Power). * Later in 1881, the telephone service was first introduced in India. * Nothing major happed till 1985 when Department of Telecommunications (DOT) was established. It was an exclusive provider of domestic and long distance service that would be its own regulator (separate from the postal system).
  • 22. 22 * Twelve years later, in 1997 Telecom Regulatory Authority of India (TRAI) came into existence. Telecommunications is one of the prime support services needed for the rapid growth and modernization of various sectors the economy. It has become especially important in recent years because of enormous growth of Information technology (IT) and its significant impact on the rest of the economy. India is perceived to have a special comparative advantage depends critically on high quality telecommunication infrastructure. Different Players in Telecom Industry in India: Bharati AIRTEL Vodafone IDEA RELIANCE TATA INDICOM BSNL AIRCEL SPICE MTNL BPL
  • 23. 23 COMPANY PROFILE OF AIRTEL INTRODUCTION: Bharti Airtel Limited (formerly known as Bharti tele-ventures limited) Airtel Company is a part of Bharti Enterprises, and India’s leading provider of telecommunications services. Bharti Airtel Limited provides mobile, broadband and telephone and enterprise services. It has been established on July 07, 1995 as a public Limited company with a proportionate ratio of Rs.81.558 million (year ended March 31st 2005 audited. The business at Bharti Airtel have been structured into 3 Individual strategies business units mobile services, broadband & telephone services.& enterprises services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 90 cities. The enterprise services group has two sub-units carriers and services to corporate. All these services are provided under the Airtel brand. Mr. Sunil Bharti Mittal is the CMD of the Bharti tele-ventures limited which established the Mobile services in the year 1985: and named it as Bharti- AIRTEL has been pioneering force in the telecom sector. Bharti started its first mobile services by the (AIRTEL) at Delhi in July 07, 1995 as a public Limited company. Then Mr. Mohan Menon, who is the current CEO of the Airtel today, extends across the country in 21 telecom circles. It service standards can be compared with the very best in the world. Bharti Airtel is one of India’s leading private sector providers of telecommunications services based on an aggregate of 22.069.003 customers as of April 30 2006. Consisting of 20.683.902 GSM mobiles and 1.385.101 broadband and telephone customers and make it one of the top 5 operators in the world, in terms of services and subscribers base.
  • 24. 24 AIRTEL is the leading marketer in the telecom industry with a market share of 28.6percentage and also with around 22 millions of customers. Out beating his compotators like VODAFONE, BSNL, IDEA, RELIANCE, and TATA INDICOM etc… As the “total telecom provider” for India’s large enterprise. They harness the power of alliances to combine with owner of media and technologies to create business enabling end to end solution. They work closely with their enterprise customers to uniquely address all their strategic connectivity needs, by using a mix of application & technologies. The entire organization is tailored to bring focus to customers needs through a unique multi-dimensional structure.  They have a regional organization to ensure customer proximity.  “Vertical” organization – also available regionally – ensures depth of customer understanding and focus for extensive coverage.  They have a solutions group – to construct superior solutions.  Their projects team ensures top class execution of a solution, and they provide high quality post-implementation support through customer services team. Their end-to-end solutions are supported by global standards shaped by six sigma methodologies and world-class customer care. At Airtel enterprise services, their philosophy is “value creation” for customers therefore; they create solutions that are flexible, scalable and robust. Their technology is neutral and customer focused and they also have a blue chip client list.
  • 25. 25 Bharati Airtel is one of India’s leading private sector providers of telecommunication services based on Jan 10, 2008 consisting of 40.743,725 GSM mobile and 1,941,805 broad band &telephone customers. HIGHLIGHTS of Bharti Airtel:  Bharti Tele-ventures to observe silent period from June 29 2007  Bharati Airtel breaks into the 40 million Mobile customers club, joins an Elite list of Top10 Global Mobile service operations  Bharati Airtel reduces ISD global mobile service operations  Airtel introduces life time prepaid at lower price point of Rs495.  Bharati Airtel Limited: FY 2007-A year of Accelerated Growth and market leadership.  Airtel announced an integrated structure for its all telecom businesses.  Bharati Airtel has been adjusted as India’s second best employer by Hewitt Associates. Bharati, India’s leading telecom conglomerate, declared countries best managed company by Asia Money.  Mr. Sunil Bharti Mittal, Chairman and Managing Director of Bharti Enterprises, is the East and young entrepreneur of the year 2004.Mr Paul Jostling and Mr. Narayan Murthy awards him the accolade.
  • 26. 26 MISSION AND VISION OF AIRTEL MISSION:  To be the world’s No.1 off shore business services provider for the large enterprises, preferred by employees and valued by partners.  To add value to our clients and help enhance their customers experience through world class business services and solutions. VISION: By 2010 AIRTEL will be the most admired brand in India, - Loved by more customers. - Targeted by Top talent. - Benchmarked by more business. Airtel partners: The company has a strategic alliance with single, the investment made by sing tel. Is one of the largest investments made in the world outside Singapore, in the company. The company also has a strategic alliance with VODAFONE. The investments made by Vodafone in Bharti are one of the largest single foreign investments made in the Indian telecom sector. The company’s mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone service and enterprise service (carriers). Equipments suppliers include Siemens, Nortel, Coming, among others. The company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call centers technology requirements. The call center operations for the mobile services have been outsourced to IBM daksh, Hinduja TMT and Teletech and Emphasis.
  • 27. 27 Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of ‘Airtel’, one of India’s finest brands, to becoming the largest manufacture and exporter “of world class telecom terminals under its ‘Betel’ brand, Bharti has created a significant position for itself in the global telecommunications sector. Bharati Airtel limited is today acknowledged as one of India’s finest companies, and its flagship brand ‘Airtel’, has over 22 million customers across the length and breadth of India. While a joint venture with Tele Tech Inc. USA marked Bharti’s successful foray into the customer Management Services business, Bharti Enterprises dynamics diversification has continued with the company venturing into telecom software development has continued with the company venturing into telecom software development. Recently, Bharti has successfully launched an international venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri-products exclusively to markets in Europe and USA. Companies Product Portfolio: Bharati Airtel enterprise services bring us to a benchmark Portfolio of products and services to take care of a unique communication needs. Company’s end-to-end communication solution helps to run its business at ease. Companies Service Includes: 1. Voice Services 2. Mobile Services 3. Satellite Services 4. Managed Data & Internet Services
  • 28. 28 5. Managed e-business Services  Voice Service: Airtel enterprise Services voice Services provide free Dial- up Internet access that is bundled along with your Telephone connection from Airtel. It’s fast, reliable and gives you unlimited. Internet access. All you need to do dial 1500 through your dialer.  Mobile Services: its Service standards are compared with the very best in the world. In fact, that’s how Bharti has managed to win the trust of millions of customers and makes it one of the top 5 operators in the world, in terms of Service and subscriber base. In the Mobile Services they are providing the products as follows: AIRTEL PREPAID: Airtel prepaid the recently cellular card from Airtel, makes everything that customers dreamt & believed, possible. It’s simple to use & comes with a host of great features which contains total cost control, instant balance enquiry, and easy recharge. AIRTEL POSTPAID: It gives subscribes unlimited freedom to reach out to their special ones, in their special way by providing them the facilities like National & International Roaming access, Easy Billing, 24 customer service Blue berry Wireless Handheld, Other Effective Business Tools like:
  • 29. 29  Corporate Group Messaging  Dial in Concierge Services  Call Conferencing Managed Data & Internet Services Airtel Enterprise Services brings you a comprehensive suite of data technologies, so we are able to support all types of networks and ensure our customers can migrate their network to the future seamlessly. Managed Data & Internet Services Include: MPLS -Leased Lines ATM -Customized solutions FR -International Managed Services INTERNET -Metro Ethernet SATELLITE SERVICES: SME Services: Small & Medium Enterprises, Airtel leverages its unparalleled wire line, wireless & satellite infrastructure, its global spread, strong service support & telecom expertise to offer a complete suite of end-to-end, value for money solutions to meet the requirements of the Small & Medium Enterprise (SME’s) Global Data & Internet Service: Riding on owned carrier class infrastructure, leveraging a total connectivity infrastructure, & unleash the full power of Global Data & Internet Services.
  • 30. 30 Awards and Recognitions for Bharti Airtel Bharti telemeters is the “best India carrier” at telecom Asia awards 2006 for the year 2006-07 for the year 2005-2006 are as follows.  Telecom Asia awards 2006 one of the most prestige award in telecom sector.  Airtel chosen as most prepared mobile service by CNBC Awaaz consumer awards.  Business week, feature bharti tele ventures amongst the top technology in the world.  Bharti tele ventures are the” Indian mobile operator of the year 2005”.  Sunil Bharti mittal chairmen and managing director Bharti enterprises gets the best Asian telecom CEO award Bharti tele ventures is Asia best GSM carrier. Airtel National Wide Operations:  A high quality VSAT infrastructure- with a central hub at Bangalore.  A high speed internet backbone.  Last mile connectivity through Indians leading fixed line service Airtel in Delhi Mahayana, Tamilanadu, Karnataka, Madyapradesh &Chhattisgarh.  Pan-India mobile network.  India’s finest long distance network coverage over 180 cities on 25000 km of optical fibers.  World’s largest submarine cable system, network i2i, stretching from Chennai in Singapore.
  • 31. 31 Innovations of the Company:  The company has several first to its credit.  The first to launch full roaming service on prepaid in the country.  The first to launch 32k sim cards.  The first in Asia to deploy the multi brand future in wireless network for efficient usage of spectrum.
  • 32. 32 CHAPTER 4 DATA ANALYSIS
  • 33. 33 DATA ANALYSIS 1. Various Types of Customers. Types of Customers No of Customers Employees 50 Students 45 Business 25 Others 30 Total 150 Table no. 1 Figure no. 1 Interpretation: According to this survey out of 150 customers 33.33 percentage of customer are employees, 30 percentage of customers are stands, 16.66 percentage of customer are businessmen and remaining 20 percentage of customers are others. 0 10 20 30 40 50 60 employees Students Business others
  • 34. 34 2. Different age groups using Airtel services. Age Group No of Customers 10-25 years 62 25-35 45 35-50 28 50 above 15 Total 150 Table no. 2 Figure 2 Interpretation: According to this survey out 150 customers 41.33 percentage of customer’s oar 10-25 age group, 30 percentage of customers are 25-35 age groups, 18.66 percentage of customer is 35-50 age group and remaining 10 percentage of customers are above 50 years. 0 10 20 30 40 50 60 70 10 to 25 25 to 35 35 to 50 50 above
  • 35. 35 3. Kind of Services Customers are using. Types of Customers No of Customers Prepaid 96 Postpaid 54 Total 150 Table no. 3 Figure no. 3 Interpretation: According to this survey out of 150 customers, 64 percentage of customer is prepaid network using customers and remaining 36 percentage of customers are postpaid network using customers. 0 20 40 60 80 100 120 Prepaid Postpaid
  • 36. 36 4. Customers Appreciation. Response about Airtel Connections No of Customers Yes 109 No 41 Total 150 Table no. 4 Figure no. 4 Interpretation: According to this survey out of 150 customers, most of the customers mean 72.66 percentage of customers are like about Airtel providing all services. 0 20 40 60 80 100 120 yes no
  • 37. 37 5. Customer Satisfaction Levels. Service Areas No of Customers Network coverage 62 Customer care 38 Call charges 13 Offers and others 37 Total 150 Table no. 5 Figure no. 5 Interpretation: Most of the people are like network coverage and their think Airtel network is the best network compared to the other networks. Most of customers are bothering about the charges, offers and others. 0 10 20 30 40 50 60 70 Network coverage customer care Call charges offers &others
  • 38. 38 6. Problems faced by Customers. Problem Facing Areas Customers Having Problem Customer Not Having Problem Total Network coverage 50 100 150 Customer care 52 98 150 Offers& Others 90 60 150 Table no. 6 Figure no. 6 Interpretation: According to this survey out of 150 customers, only 30 percentage of customers having problems at network coverage, 45 percentage of customer’s having am problems at customer care, 60 percentage of customers having problem at offers & others. 0 20 40 60 80 100 120 Network coverage Customer care offers and others Series1 Series2
  • 39. 39 7. Customer Interactions. Service Areas No of Customers Visiting Airtel outlets 80 Calling customers care 40 Others 30 Total 150 Table no. 7 Figure no. 7 Interpretation: Most of the customer’s interaction is convey their problems at visiting Airtel because they are calling to customers care but they don’t solving their problem. 0 10 20 30 40 50 60 70 80 90 visiting Airtel outlets calling customer care others
  • 40. 40 8. Response of the Airtel Executive. Response No of Respondents Good 63 Average 82 Poor 05 Total 150 Table no. 8 Figure no. 8 Interpretation: According to this survey most of the customers feeling good & average about response of Airtel outlets and Airtel lobbies so they are satisfied to convey problems are opinions to Airtel representatives. 0 20 40 60 80 100 Good Average Poor
  • 41. 41 9. Customers opinion on solving their problems immediately. Opinions No of respondents Yes 98 No 52 Total 150 Table no. 9 Figure no. 9 Interpretation: According to this survey out of 150 customers, 65.33 percentage of people think the executives at Airtel outlets, Airtel lobbies giving good response and they are solving customer problems. 0 20 40 60 80 100 120 Yes No
  • 42. 42 10. Awareness of Customers towards Value Added Services. Customer Opinion No of Respondents Yes 88 No 62 Total 150 Table no. 10 Figure no. 10 Interpretation: According to this survey out of 150customers, 41.33percentage of customers aware about value added services and reaming 58.66percentage of the customers are not aware of value added services. 0 10 20 30 40 50 60 70 80 90 100 Yes NO
  • 43. 43 11. Services Preferred. Customer Preference No of Customers Hello tunes 36 Updating news 15 Others 20 None 79 Total 150 Table no. 11 Figure no. 11 Interpretation: According to this analysis out of 24percentage customers, most of the customers not willing to use value added services and 18.4percentage of the customers like hello tunes, 9.6percentage of the customers updating news and 15percentage of customers like other value added services. 0 20 40 60 80 100 Hello tunes Updating news others none
  • 44. 44 12. Modification of Services. Customers Preference No of Customers Yes 92 No 58 Total 150 Table no. 12 Figure no. 12 Interpretation: According to this analysis out of 150 customers, more than 70percentage of customers want modification of Airtel services and remaining 30percentage of the customers don’t want any modifications. 0 20 40 60 80 100 120 140 160 yes no
  • 45. 45 CHAPTER 5 CONCLUSION
  • 46. 46 FINDINGS:  Most of the customers aren’t happy with the Executives.  Most of the customers are unhappy, as their problems are not being solved immediately.  Nearly 40percentage of the customers dont feel good about the network coverage areas like Akkayyapalem and Seethammadhara where network coverage is poor.  Most of the of the churned-out customers are well satisfied with the good network of Airtel but are not satisfied with the customer service provided in the Airtel showrooms.  Majority of the customers feel good about Airtel services and it has average rating on the case of its customer provided in the Airtel showrooms.  The uneducated people think Airtel is the best Network because the brand name of the Airtel is influence the small city customers.   Executives at Airtel lobbies and outlets unable to understand customers.
  • 47. 47 SUGGESTION: 1. Care should be taken for efficient and timely response to the customer problems. 2. Outlet to the back office operations should be fast to solve the customer problems. 3. The executives shouldn’t talk on their mobiles while interacting to the customer to the customer inside the Airtel showroom. 4. The executives should be given training on the aspects where they are lacking in (like a smile to the customer, solving the queries at lease. making feel the customer comfortable, updating the new Airtel product to all the customers).
  • 48. 48 CONCLUSION: Telecommunication sector is an emerging and ever changing sector; they are many ups and downs in this industry. This is one of the sectors with many ups and downs in this industry. This sector has many hiccups and lot of challenges to face. The telecom sector is an sever changing sector and the service providers need to update themselves to the upcoming changes. The motto of any telecom service provider is to make the customer feel happy, because sector is divided into GSM LADLINE and WILL phones. There are five major players in the GSM revolution. The primary duty of these providers is to make the customer happy. Wireless telephone is having wide range of impact. They are moving beyond simple communication device and fast becoming the smoke-alarm of the 90 s the most communication conceptual image of the wireless telephone user is that of the business waling down the start or airport with a phone to his /her ear, making a deal. How ever, in reality, wireless phone has become an instrumental part of many.
  • 49. 49 BIBLIOGRAPHY I got the information from the following sources: Search Engine: www.google.com The sites are: 1. www.businessstandard.com 2. www.ask.com 3. www.niu.edu
  • 50. 50 ANNEXURE
  • 51. 51 QUESTIONNAIRE Name: Contact No: Address: 1. Occupation: a) Employee b) Student c) Business man 2. Age group: a) 0-15 Years b) 16-30 Years c) 31-60 Years d) Above 60 3. Which type of service are you using? a) Prepaid b) Post paid 4. Did you like Airtel Service? a) Yes b) No 5. If yes what do you like in Air-tel Service? a) Net work Coverage b) Customer Care c) Call Charges d) Offers 6. If no please specify where do you face problems? a) Net work Coverage b) Customer Care c) Others (Specify) 7. How do you interact or convey Your Problems Airtel? a) Visiting branches b) Customer Care c) Cell Shops
  • 52. 52 8. How was the response from our Reprehensive? a)good b)average c)poor 9. Did they solve your problems Airtel? a) Yes b) No 10. How do you rate the Airtel? -Network Coverage a) good b) Average c) Poor -Customer Care a) good b) Average c) Poor -Value added services a) good b) Average c) Poor -Over all a) good b) Average c) Poor 11. Are you aware about value added services (vas?) a) Yes b) No 12. Which Type of value added services are you prefer mostly? a) Hello tunes b) Updating news c) Cricket Scores d) Astrology 13. Which Service network Provides better value added Services? a) Airtel b) Hutch c) BSNL d) Other (Specify) 14. Do you think that there is necessity for Airtel to modify its Services? a) Yes b) No 15) Give your Valuable Suggestions to improve Airtel Services? ------------------------------------------------------------------------------------------------ ----------------------------------------