A study on customer satisfaction toward Airtel. Introduction of the airtel. Questioner Analysis of Airtel.

1. A
STUDY
ON
CUSTOMER SATISFACTION
TOWARDS
Submitted in the partial
fulfillment in Bachelor of
Business Administration

2. Presented by :
Amir Mirza
Priya Arora
Riya Jain
Samar Alam

3. INTRODUCTION
 Airtel was established in 1985, Bharti (Airtel)
has been a pioneering force in the telecom
sector.
 Airtel comes to you from bharti Airtel limited,
India's largest integrated and the first private
telecom services provider with a footprint in
all the 23 telecom circles.
 Bharti Airtel is one of India's leading private
sector on an aggregate of 66,689,943
customers.
 Approx 64,370,434 GSM mobile subscribers.
 Approx 2,319,509 bharti telemedia
subscribers.
 Bharti has recently entered into retail

4. AIRTEL LOGO

5. FACT SHEET
 Name: Bharti Airtel limited.
 Business Description: Provides mobile,
telemedia services and enterprise
services.
 Established: July 07, 1995, as a public
limited company.
 Operational network: Provides GSM
mobile services in all the 23 telemidia
circles in India, and was the first private
operator to have an all India presence.
 Private telemidia services in 94 cities in
India.

7. HIGHLIGHTS
 Bharti Airtel and MERCEDES AMG
PETRONAS announce race partnership
for 2012 formula one Airtel Indian grand
prix.
 Bharti Airtel launches cloud enablement
platform powered by HP.
 Bharti Airtel bags Adam smith award
2012 for highly commended “Best in
class benchmarking”.
 ‘Airtel rising stars’ to bring alive young
India’s soccer dreams.
 Airtel brings the 4G revolution to
Bangalore.

8. DIRECTOR PROFILE
 Sunil bharti Mittal is the chairman and
group managing director of bharti
televentures.
 He is a graduate of Punjab university &
completed the owner management
program at Harvard business school in
1999.
 Sunil started his career at a young age of
18 after graduating from Punjab
university in India & founded bharti.
 Today, at 54 he heads a successful
enterprise, amongst the top 5 in India,
with a market capitalization of over US $

9. SUNIL BHARTI MITTAL

10. MARKETING ANALYSIS
MARKETING ANALYSIS in the mind of
the costumer, Airtel services should
provide following features.
 Easy billing.
 Storing market coverage.
 Long distance calling facility.
 Best value plan.
 Widest roaming – National &
International.
 Easy payment option – Anytime &
Anywhere.

11. CORPORATE RESPONSIBILITY
 Corporate responsibility of bharti Airtel.
 To be responsive to the needs of our
customers.
 To trust & respect our employees.
 To continuously improve our services.
 To be transparent & sensitive in our
dealings with all stakeholder.

12. TARGET MARKET SEGMENT
Airtel has targeted the premium & upper
middle class. The rationale behind it is
that only those segments should be
targeted who value time & have the
paying capacity. It is also planning to
target the business tourists during their
stay in capital.

13. RESEARCH METHODOLOGY
Research Objective
The specific objectives are as follow:
 To find out specific areas of satisfaction of
Airtel prepaid users.
 To figure out specific areas of dissatisfaction
of Airtel prepaid users.
 To know the overall satisfaction level of the
customers.
 To figure out the loyalty level and the reason
of loyalty increase and decrease.
 To figure out possible improvement sectors
to reduce dissatisfaction.

14. SOURCES OF DATA
 PRIMARY SOURCES
A survey was conducted using self –
administered and structured questionnaire
where open - ended and closed - ended
question were used.
 Secondary Sources – Internet, books and
news paper.

15.  Chart showing what type of Airtel service
customer’s use ?

16.  Table showing what type of Airtel service
Customer’s use?
• Postpaid
• Prepaid
Card Users Percentage
(%)
Postpaid 11 27.5
Prepaid 29 72.5
Total 40 100

17.  Table showing is AIRTEL signal at your area
is good or bad?
Frequency Percentage
(%)
Good signal 32 80%
Bad signal 08 20%
Total 40 100%

18. CHART SHOWING THE OPINION ON
SIGNAL AT THEIR AREA
0 5 10 15 20 25 30 35
Frequency
Percentage (%)
Bad signal
Good signal

19. TABLE SHOWING THE OPINION ON
CUSTOMER CARE SERVICES
Frequency Percentage(%
)
Satisfied 26 65
Not satisfied 12 30
Never used 02 5
Total 40 100

20. CHART SHOWING THE OPINION ON
CUSTOMER CARE SERVICES

22. STRENGTHS
 Very focused on telecom.
 Leader in fast growing cellular segment.
 Highly skilled workforce.

23. WEAKNESS
 Price competitions from BSNT & MTNL
losing lead on technical expertise.
 Too much dependence on domestic
market.

24. OPPORTUNITIES
 Fast expending Indian cellular market.
 Latest & low cost technology.
 Huge market.

25. THREATS
 Competitions from other cellular and
mobile operators.
 Saturation point in basic telephony
service.