Jalpa dave t.y.b.b.a.

Prepared by
Jalpa H. Dave
T.Y.B.B.A.
Roll No.: 36
Seat No.:
Academic Year: 2004-2005
College
Kundaliya College, Rajkot
Submitted to
Saurashtra University
Guided by
Ms. Swati Doshi
Ms. Chitra Dhandhal

Declaration
I, undersigned Imrankhan A. Hothiyani, a student of
T.Y.B.B.A. hereby declare that the project work
presented in this project report is my own work and has
been carried out under the supervision of Professor Swati
Doshi & Professor Chitra Dhandhal of Christ College,
Rajkot.
This work has not been previously submitted to any
other University for any examination.
Date:
Place: Rajkot
---------------------------
(Imrankhan A. Hothiyani)
Peeaar Graphics (2455837)
2

Acknowledgement
"Everybody lives and acts partly according to his own,
partly according to other people's ideas"."
- Leo Tolstoy
The project report carried out by me would not have
been successful without the combined efforts of all my
teachers and well-wishers.
I am especially thankful to Mr. Prabhat Pani, Chief
Executive Officer - Gujarat, Bharti Cellular Limited and
all the employees of AIRTEL, Rajkot for their willing co-
operation.
I would particularly like to express my deep sense of
gratitude to the Principal Rev. Father George Thomas for
the never-ending support he provides to the students.
I am also thankful to my project guide Professor
Swati Doshi & Professor Chitra Dhandhal for the
constant guidance and motivation I received from her.
Lastly, I would like to acknowledge my family
members and friends, as without their blessings and co-
operation this project work would have been a dream.
---------------------------
(Imrankhan A. Hothiyani)
3

Preface
Life is a series of experience, each one of which
makes us bigger
- Henry Ford
The practical training has enriched my student life
as a B.B.A. student.
A BBA study is a bridge between the world of
business education and management and the world of
practice. This helps the student to move over to the
professional life with facility. "Learning is born out of
experience and observation'. Learning is most effective
when put into practice. The management students can
perform better in an organisation because of their
familiarity with various techniques of management,
compared to those who merely obtain theoretical
knowledge.
The practical training is an essential feature of
business studies. The current rapidly changing
businesses demand for dynamic youths and personnel.
During the academic year 2002-2003, I have
undergone marketing research training at Airtel, Rajkot.
This training has helped me to accomplish my dream of
working with a multinational business unit.
4

It is a matter of pride for me to explain this project
work where in I have put my sincerest efforts.
Contents
Sr. Particulars Page No.
1. General Information 8-19
2. Service Marketing 20-54
3. Survey on Consumer Satisfaction 55-70
4. Limitations of Study 71
5. SWOT Analysis 72
6. Conclusion 73
7. Suggestions 74
8. Bibliography 75
5

General Information
1. About Bharti Televentures 10-11
2. About Airtel 12-14
3. Launching of Airtel in Gujarat 15
4. Airtel to revolutionize the mobile
category
16
5. Bharti launched Airtel India's most
advanced mobile service
17-18
6. Privacy Policy 19
6

About Bharti Televentures
Bharti Tele-Ventures is India's leading private sector
provider of telecommunications services based on an
aggregate of approximately 1,932,000 customers
comprising of mobile, fixed-line and Internet customers,
as of June 30, 2002. Of these, 1,607,000 are mobile
customers. The company also provides VSAT, Internet
and broadband network solutions. In addition, it offers
national long distance services by providing data
transmission services and voice transmission services.
Bharti Tele-Ventures plans to widen its range of
telecommunication services by providing international
bandwidth access and international voice services. The
company seeks to capitalize on the growth opportunities
that it believes are available in the Indian
telecommunications market and consolidate its position
to be an integrated telecommunications service provider
in key markets in India, with a focus on providing mobile
services.
Bharti Tele-Ventures is a holding company and its
operations are segmented into four divisions, operated by
wholly owned subsidiaries: Mobile - Bharti Cellular,
Access - Bharti Telenet, Long Distance - Bharti
Telesonic, Broadband Solutions - Bharti Broadband
Networks.
The Company today offers mobile services in
Fifteen out of 22 circles in India. As of June 30, 2002,
7

approximately 93% of India's total number of mobile
subscribers resided in BTVL's existing and proposed
mobile circles, according to COAI reports.
Bharti Tele-Ventures was the first private sector
operator to provide fixed-line services in India when it
commenced providing services in the Madhya Pradesh &
Chattisgarh circle in June 1998. BTVL recently launched
its fixed-line services in the license areas of Haryana,
Delhi, Tamil Nadu and Karnataka and thus became the
first private sector service provider to provide fixed-line
services in all its remaining licensed areas.
Bharti Tele-Ventures has always believed in creating
strong partnerships with its joint venture partners. Today,
Singtel and War burg Pincus are its leading partners. The
other partners include leading international financial
investors such as International Finance Corporation,
Asian Infrastructure Fund Group and New York Life
Insurance.
About Airtel
8

Airtel ……….. A vibrant new World of unlimited
opportunities, where "Air' symbolized a word of
unlimited freedom to think …………. to dream & to
achieve, where "Tel' connotes new innovative yet simple
ways to communicate spontaneously, not just through
words but through ideas, emotions and feelings.
Together they represent a sensitive contemporary
confident symbol for those who believe in true
leadership.
Airtel comes to you from Bharti Cellular Limited - a
part of the biggest private integrated telecom
conglomerate, Bharti Enterprises.
Bharti Enterprises has been at the forefront of
technology and has revolutionized telecommunications
with its world-class products and services. Established in
1976, Bharti has been a pioneering force in the telecom
sector with many firsts and innovations to its credit.
Bharti has many joint ventures with world leaders like
Singtel (Singapore Telecom); War burg Pincus, USA;
Telia, Sweden; Asian infrastructure find, Mauritius;
International Finance Corporation, USA and New York
Life International, USA.
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
9

instruments in India, it is also the first company 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
one million satisfied customers.
Awards
Consecutively for four years 1997, 1998, 1999 and
2000, Airtel has been voted as the Best Cellular Service
in the country and won the coveted Techies award.
The Asia Pacific Award for the Most Innovative HR
practices-2000 The Golden Peacock National Training
Award for excellence in Training practices-2000 The
Golden Peacock National Quality Award-2001.
Vision
"To make mobile communications a way of life and
be the customers' first choice."
Mission
10

We will meet the mobile communication needs of our
customers through:
• Error- free service delivery
• Innovative products and services
• Cost efficiency
• Unified Messaging Solutions
Launching of Airtel in Gujarat
11

Ahmedabad, August 5, 2002: Bharti Cellular
Limited, a subsidiary of Bharti Tele-Ventures, India's
leading telecom conglomerate, today announced the
launch of Airtel mobile services in Gujarat.
Speaking on the occasion Mr Sunil Bharti Mittal,
Chairman and Group Managing Director, Bharti
Enterprises said "It is my proud privilege to bring Airtel
to Gujarat. Today we bring to Gujarat a world-class
network and a slew of unique benefits for the first time in
India that only a true pan-India mobile player can offer."
Mr Sanjay Kapoor, Executive Director, Bharti
Cellular Limited said, "Airtel's entry in Gujarat is a
defining event which brings to our customers a bouquet
of unique benefits. We are sure our service offerings will
further stimulate growth and enhance the quality
standards of mobile services in Gujarat."
Airtel To Revolutionize
The Mobile Category
12

Mr Prabhat Pani, Chief Executive Officer - Gujarat,
Bharti Cellular Limited, said, "Airtel is set to redefine
the existing benchmarks of the mobile category in
Gujarat. We will bring to Gujarat customers the same
unmatched network quality and outstanding value that
has made Airtel the preferred choice of lakhs of
customers across the country."
Bharti Launches Airtel India's
Most Advanced Mobile Service
13

Introduces in Gujarat a slew of never-
before
benefits for the first time leveraging
Bharti's pan-India footprint
• Launches first 1800 MHz GSM mobile service in
Gujarat
• Launches 30-Second Pulse
•
Introduces never-before benefits for the first time
in India that leverage Bharti's national footprint
-
No Roaming charges on Airtel networks across the
country
-
Incoming calls free from any mobile across India for a
fixed monthly rental
- Free Airtime on 1 international, 1 national and 1 local
number without any monthly charges
• Creates Outstanding Value for Customers
-
Innovative Tariff Plan, Airtel Dream-The more you
talk, the less you pay
-
Airtel Delight Plan - Airtime on all incoming calls
free for a flat monthly charge
14

-
Airtel Paradise Plan - Airtime on both incoming and
outgoing calls free
-
Free Airtime packages at night
- Free SMS and Voice Mail for 3 months
• Delivers enhanced Customer Care through 45 Airtel
exclusive one-stop mobile shops
•
Launches Airtel Magic - India's largest selling
Prepaid card with Full two-way Roaming across
Western India on Pre-paid cards
15

Privacy Policy
Airtel values the privacy of information pertaining
to its associates. We do not use or disclose information
about your individual visits to our portal or information
that you may give us, such as your name, address, email
address or telephone number, to any outside sources.
We will not use information about you without your
permission and will provide the means for you to manage
and control the information that you have provided. We
will enable you to communicate your privacy concerns to
us and that we will respond to them appropriately. We do
not disclose any personal information to advertisers and
for other marketing and promotional purposes that could
be used to personally identify you, such as your
password, credit card number and bank account number.
The credit card transaction information is protected by
the industry standard Secure Socket Layer (SSL).
16

Service Marketing
1. Service marketing mix 22
2. Product V/s. Service marketing 23
3. Nature & role of service marketing 24
4. Marketing yesterday & today 25-26
5. Views on yesterday & today's
marketing
27-28
6. Marketing yesterday & today in chart
form
29-31
7. Change in philosophy of marketing 32
8. Airtel's most advanced network 33-37
9. Wide range of value added services 38
10. Airtel – Rajkot Zone 39
11. Airtel magic guide 40-42
12. Airtel magic tariff 43-44
13. Welcome to Airtel magic 45
14. Airtel services 46-49
15. Coverage 50
16. Frequently Asked Questions 51-52
17. Magic Help line 53
18. Value added services in magic 54
17

Service Marketing Mix
The difference between marketing goods and
marketing services becomes more noticeable at the
tactical level. This occurs primarily because as
marketing moves towards tactical level. This occurs
primarily because as marketing moves towards tactical
issues then it also moves closer to, and, must be more
tailored to the distinguishing features of specific products
and markets. In the context of the marketing mix, this
suggests that in the case of services, the composition of
that mix and the management of its elements can be quite
distinctive. Thus, we find that the applicability of the
traditional 4 P's in the case of service marketing has been
extensively questioned.
The service marketing mix should include a fifth "P'
namely "people' to acknowledge the important role
played by individuals in the provision of services. This
additional element incorporates not just personnel
involved in direct communication with customers; it also
includes operational personnel and the customer group.
Therefore, the five P's of service marketing mix are
"Product, Price, Promotion, Place & People'.
18

Product V/s. Service Marketing
In manufacturing, the marketing function plays an
important role in the identification of customers need.
Here customer needs are identified and product
development before the production. Production precedes
demand stimulation, which precedes consumption. The
postproduction refer include creating brand awareness,
including brand trial, demonstrating brand benefits and
building brand preference. Customers assess the brands
promised benefits during consumption, strengthening or
weakening brand preference accordingly.
Nature & Role of
19

Service Marketing
Although both services marketing and goods
marketing start with the critical need identification and
product design functions, goods generally are produced
before it is sold and services generally are sold before it
is produced. Moreover, service marketing has more
limited influence on customers before the purchase than
goods marketing.
Normally, the customers must experience the
intangible service to really know it. Intangibility makes
more difficult for customers to imagine and desire than
goods. Customer's perception of risk tends to be high for
services because services cannot be touched, smelled,
tasted or tried before purchase.
Marketing
20

Yesterday & Today
The word marketing was spelled out in a different
sense few years back. Then, it was understood as
restricted to mere selling of goods and services. The
motive of the profit-oriented firms was to earn profit
through higher sales volume for which aggressive selling
techniques were essential. It was the sellers market
where in goods were sold with least regard to its quality,
value, etc.
But today, the definition of marketing has been
changed. The marketing activities of an organisation
start before the product is produced and continues ever
after the product is sold. In the buyers market of recent
times the sharpest weapon that a company can develop in
a globalised marketing place is the value creation and
delivery. The product and demanding customer of today
brings before corporates a critical fact, when the
customer is jury, it is the value generation for the
customer that will separate the victor from the
vanquished. The value of customer service cascades all
over the company. The aim of customer focus is not just
satisfaction but delight.
"Satisfaction suffice but delight dazzles'
Moreover the marketing activities of a firm are not
just limited to profit through customer satisfaction, but it
also includes the concept of socially responsible
marketing. Today, in order to create a responsible and
caring image of a company, it needs to carry out various
social activities.
21

Therefore, the modern marketing concept aims at
delighting the customer by meeting his requirements and
therefore earns profit and fulfills the social
responsibilities.
Views on Yesterday & Today's
Marketing
22

Traditional Views
Definitions
 "Marketing comprises both buying and selling
activities."
 Pyle.
 "It is an economic process by means of which goods
and services are exchanged and their values
determined in terms of money price."
 Edward David.
We can conclude that:
(1) The traditional concept lays emphasis on the
production or sale and purchase of goods and
services.
(2) Almost all the authorities belonging to the group
have neglected a key ingredient like after sales
service.
(3) The traditional thoughts are "Product-Oriented"
(4) None of the traditional experts have given any
importance to the social responsibility or
accounting.
(5) They have confined the functional areas of
marketing only to the limit of transfer of goods and
services or exchange of ownership.
Modern Views
Definitions
23

 "Marketing is the creation and delivery of a standard
of living."
 Malcom Mcnair & Paul
 "Marketing is the process of discovering and
translating consumer needs and wants into product
and services specification, creating demand for the
product and services and then in turn expanding
their demand."
 Hansen
We conclude that:
(1) Marketing is a means to make profitable sale.
(2) It is medium to satisfy consumer needs.
(3) It is a chain of processes backed by creative
thinking.
(4) Everything the business does is marketing.
(5) Marketing is the creation and delivery of standard of
living.
(6) Marketing is a response to consumer demand.
(7) Marketing is a set of human activities.
Marketing Yesterday & Today in
Chart Form
Marketing as an equal function
24

Marketing
Personnel
Finance
Promotion
Marketing as an important function
Marketing as a major function
25
Personnel Finance
Marketing
Promotion
Personnel Finance
Marketing
Promotion

Customer as the controlling function & marketing as
the intelligence function
Customer as a controlling function
26
Personnel Finance
Marketing
Cu
Customer
Personnel
Finance
Customer
Marketing
Promotion

Change in philosophy of
marketing
27

Particulars
Old
Philosophy
New
Philosophy
Strategic
Philosophy
Era Pre 1960 1960 - 1990 Post 1990
Focus Product Customer
Way of doing
business
Mean Hard Selling
Integrated
Marketing
Mix
Knowledge
and Experience
Ends Profits Value
Mutually
beneficial
relationships
Marketing Selling
Recognized
as an
important
function
Everything
Airtel's Most Advanced Network
28

Airtel, which will be operating on 1800 MHz with over 220 cell
sites, will bring to Gujarat an unmatched network quality. The
network is riding on the state-of-the-art Mobile Switching
Centre from Siemens and Radio network from Motorola, and
an Intelligent Network platform from Siemens. The Mobile
Switching Centre has a superior processor to handle calls, reduce
network congestion, enable better call completion rate and increase
efficiency.
The network is equipped with "Enhanced Full Rate" capabilities
to provide distinctively superior voice quality to all its
customers.
Airtel’s Intelligent Network will bring to Gujarat a superior Pre-
paid product along with a host of value-added services.
30-Second Pulse
Based on strong customer feedback, Airtel launches with a 30-
second pulse in Gujarat. This will ensure that the customer does
not get billed for 60 seconds when his call is less than or equal to
30 seconds. Whatever be the call length, customers are assured of
significant savings.
29

Introduces never-before benefits for the first time in India
that leverage Bharti’s national footprint
Customers can now carry their Gujarat rate plan and roam
without paying roaming charges on all Airtel networks
across the country (the standard STD charges would continue to
be applicable). This service will be available in all Airtel networks
except Chennai, Kolkata, Andhra Pradesh and Karnataka where it
will be rolled out shortly.
Airtel now makes all incoming calls from any mobile across
the country absolutely free for one month and thereafter for
a fixed monthly rental (provided customers are on their home
network in Gujarat when they receive them).
Airtel makes keeping in touch with friends and family effortless by
giving free airtime on all outgoing calls on 1 international, 1
national & 1 local number of choice without any monthly
charge (only PSTN / STD / ISD charges would be applicable).
Outstanding Value to Customers
Airtel brings to the customers of Gujarat a unique plan - Airtel
Dream where the airtime rate keeps reducing with
increasing usage. Moreover, the customer does not have to
commit airtime in advance to avail this benefit.
30

Airtel also introduces two plans meant for high-end users: Airtel
Delight Plan - where customers can get all incoming calls
free for a flat monthly charge and Airtel Paradise Plan -
whereby customers can talk as much as they want with free
airtime on both incoming and outgoing calls for a flat
monthly charge.
Airtel gives to all its post-paid subscribers in Gujarat 32K SIM, a
card with larger memory that allows storage of 250 telephone
numbers in the phone book and 30 messages in the inbox. It offers
a menu-driven browser that lets customers use SMS-based
applications without needing to remember complicated keywords.
Airtel offers simple and convenient access to information and
shopping through its Shopping Junction and Info Junction service.
Customers can:
-
Dial 600 for Shopping Junction and order food, book movie
tickets, book airline tickets or arrange delivery of flowers.
- Dial 601 for Info Junction for the latest in news, cricket, stocks,
astrology and lots more.
•
Airtel brings to Gujarat a special introductory offer of free
SMS & free Voice Mail for 3 months, to let customers
experience the complete benefits of mobile telephony.
31

Enhanced Customer Care through 45 Airtel exclusive one
stop mobile shops
Airtel brings to Gujarat 45 Airtel exclusive one stop mobile
shops. Here, customers can avail of all the services including
purchase a mobile phone, get a new connection, subscribe to value-
added services, pay bills and resolve any other queries.
Airtel offers 24-hours Customer care through its Customer
Care Call centre, front-ended by a robust Per phonics IVR, which
allows customers to solve over 50% of their queries themselves
without having to wait for manual assistance.
Airtel is supported by state-of-the-art technology. The Oracle e
CRM provides a uniform & consistent experience to the customers
irrespective of the interface (Voice, fax, e-mail, SMS, face-to-face)
they choose. Kenan, one of the top billing systems in the world,
gives the assurance of bills that are accurate and easy to
understand.
Launches Airtel Magic - India’s largest selling Prepaid card
Simple, convenient and affordable way to go mobile
•
Offers potential customers a low-cost entry to the mobile
category. Every card comes with an introductory offer of free
talk time and getting back their activation charge over a period
32

of 6 months.
•
Introduces a simple tariff plan with same rates for incoming
and outgoing calls
•
Launches for the first time reduced rates at night.
30-Second Pulse
•
Airtel ensures that the customer does not get billed for 60
seconds when his call is less than or equal to 30 seconds.
Considering almost 50% of all calls are under 30-seconds,
customers can look forward to significant savings.
Airtel Magic introduces for the first time in India "Full
Roaming"(two-way) on Pre-paid cards across Western India
(Gujarat, Maharashtra, Goa, Mumbai, Madhya Pradesh and
Chattisgarh)
• Not just receive from, but also make calls to anywhere in
Western India
• Recharge from anywhere in Western India (Gujarat,
Maharashtra, Goa, Mumbai, Madhya Pradesh and Chattisgarh)
• Send and receive SMS.
Balance on screen and Instant recharge
•
Instant balance enquiry facility by simply dialing *123# from
handset, enabling user to control expenditure.
•
Recharge instantly by dialing *101 * recharge code# directly
from the handset without any IVR / customer care
intervention, enabling instant recharge, 24 hours a day.
•
Other recharge option – IVR based
33

Wide range of Value Added Services
Apart from this, offers a host of services in addition to its
inherent benefits of no rentals, no security deposits and STD
& ISD facility
• Access to Shopping Junction (Dial 600) and Info Junction
(Dial 601)
• Free SMS for three months
• Introduces Voice Mail Service, free for three months.
Airtel Magic Brand Ambassadors
•
Shahrukh Khan and Kareena Kapoor will be the voice and face
of "Airtel Magic". Kareena brings in fresh, youthful energy
while Shahrukh brings leadership and experience. Together
they promise to mirror the energy, optimism, hopes and
achievements of 600 million people across 16 states with one
mobile service.
34

Airtel - Rajkot Zone
Sr.No Name Address
1 Aastha Cellular Services
Shop No.4,Shaligram Complex, Opp.
Deevanpara Police Station, Near Rajashree
Cinema, Rajkot. Ph: 0281 - 223232
2 Genius enterprises
Shop No.3 & 4, Dhan Rajni Complex,
Yagnik Road, Rajkot. Ph: 0281 - 462561
3
Sanjayraj Traders
Pvt.Ltd
Vibhag -B , Shop No.8, Shree Panchnath
Complex,Opp.St.Mary's School,Kalawad
Road, Rajkot. Ph: 0281 - 586360
4 Tushar Cellular Services
Shop No 4/5 "SHILP" Ground floor, Indira
Gandih Marg, Jamnagar. Ph: 0288 - 533400
5 Uno Cellular
C/o Uno Chemist , Summair Club Road,
Jamnagar. Ph: 0288 - 552705 / 661187
6 Raj Trade Links
Shop No.5 ,Uganda Road, Near Vishva
Hospital, Porbandar. Ph: 0286 - 253330 /
253351
7 Modern Cellular
Shilpam Building , Opp.Sagar Restaurant ,
Kalwa Chowk , Jayshree Road , Junagarh.
8 Pragati Tel
Shop No 2, Satya Darshan Complex, Near
Ambe Matas Temple, Hospital Road, Bhuj
- Ph. 02832 - 50234 / 50334
9 JC & Co
C. V. Chamber, M. G. Road, Tanki Chowk ,
Surendranagar - Ph 02752 - 23875 / 37813
10 Vijay Enterprises
Shop No. 3 City Centre, Ground
Floor,Kananala , Bhavnagar - Ph 0278 -
517150 / 411590
35

Airtel Magic Guide
Getting Started
To begin using the Airtel Magic SIM Card, you need to purchase
an Airtel Magic Recharge Card. Recharge Cards are available for
as low as Rs.300. Other denominations are Rs.500, Rs.1000,
Rs.2000 and Rs. 3000. You can choose the option you like. Each
option has its specific calling value, which you need to load on to
your Airtel Magic account to be able to talk.
Instant Balance Check
To check your balance amount simply dial 123 and listen to
the voice announcements.
If you wish to check your balance amount on your handset
screen, simply press *123#.
How to recharge your Airtel Magic Card
• The calling value on your card keeps reducing, as you make and
receive calls, as per the applicable tariff.
• Before you exhaust your calling value or validity period, please
recharge your Airtel Magic Card.
• Once your validity period expires, your Airtel Magic Card gets
deactivated. However, you get a grace period in which you can
reactivate your card by recharging it.
36

• If you recharge within the validity period or within the grace
period, any unused calling value will get added to the new
calling value.
• Every time you recharge your card, you get a fresh validity
starting from the day you recharge
Making and Receiving Calls
To make a local call:
Dial the city STD code and the landline phone number, e.g. 079
7544527
To call a local mobile phone number:
Dial the 10 digit number you want, e.g. 98980 98980
To call a 3 digit number:
Dial city STD code and the number you want, e.g. 079 197
To call an STD number:
Dial the STD code and the landline number, e.g. 011 6521947
To call a mobile phone outside Gujarat:
Dial 0 and the 10 digit mobile phone number, e.g. 098101 98101
To make an ISD call:
Dial 00, the country code, the area code, the landline phone
number, e.g. 0033856312345
To make an ISD call to another mobile phone:
Dial 00, the country code, the desired number e.g.
00447860412172
Similarly an international caller wanting to call you will dial 0091
and your Airtel Magic number.
37

To leave a message on a pager:
Dial the local STD code and the pager number. eg 079 9624
203897
About your SIM card
Your Airtel Magic SIM card brings your mobile phone to
life and gives you your mobile number. Find your SIM card on the
last page of the User’s Guide.
PIN (Personal Identification Number)
Your PIN is a four-digit password that protects your SIM card
against misuse. To key in your desired PIN number, refer to your
mobile phone manual. Your existing PIN is 1234. We recommend
that you personalize your PIN for maximum security.
PUK (PIN Unblocking Key)
If the PIN is entered incorrectly thrice in a row, your SIM card
will get blocked, and your mobile phone will ask for the PUK. To
get the PUK, please call our Customer Care at 98980 98980. Please
enter the PUK carefully, as the wrong PUK entered 10 times can
damage your SIM card permanently. You will then have to
replace the SIM with a new one.
38

Airtel Magic Tariff
Welcome to Airtel Magic. The simple, instant and easy way
to go mobile.
Going mobile has never been easier with only Rs. 290/-
(inclusive of Rs. 90/- free talk time) as a one time activation fee
for your Airtel Magic Sim Card.
Airtime Rates * Day (8 am to 10 pm) Night (10 pm to 8 am)
Incoming Calls Rs.1.50 Rs.0.75
Outgoing Calls Rs.1.50 Rs.0.75
* Pulse Rate of 30 seconds. Local/ STD/ ISD charges extra as
applicable
Voucher
Processing
Fee
Talk
Time
Service
Tax
Validity
Grace
Period
300 100 185.71 14.29 30 Days 90 Days
500 120 356.71 23.81 30 Days 90 Days
1000 200 752.38 47.62 60 Days 90 Days
2000 225 1679.76 95.24 90 Days 90 Days
3000 300 2557.14 142.86
120
Days
90 Days
Special Launch Offer
39

Go mobile for free - We offer free talk time worth Rs.290.
Rs.145 at the end of 3rd month and the balance Rs.145 at the end
of the sixth month from the date of making the first call.
•
Free airtime - Every Airtel magic card will come with Rs.90
worth talk time, valid for 7 days
• Free SMS for three months
• Free VoiceMail for three months
Regional Roaming
Airtel Magic subscribers can now avail of Full Roaming in
the Western Region states by opting to pay a Regional Roaming
Monthly charge of Rs. 25/- .
The Regional roaming airtimes charges are Rs. 3 per minute
(60 second pulse) plus a 8% surcharge as recommended by TRAI.
Benefits
• Use the same SIM card and mobile number while roaming
• Recharge anywhere in the region
• Access IN menu 123 from anywhere in the region
40

Welcome to Airtel Magic
Welcome to Airtel Magic prepaid mobile card. It comes to you
from Bharti Enterprises, India’s leading integrated telecom service
provider. Going mobile with Airtel Magic is a new way of life.
With a host of great features, also simple to use, Airtel Magic
makes everything that you dreamt and believed, possible.
Indeed, “Magic hai to mumkin hai!”
Here are the many advantages you enjoy with
AirTel Magic….
• Total Cost Control
• No Rentals
• No deposits
• STD/ISD facility till the last rupee
• Instant Balance Inquiry
• 24-hour recharge facility
• Caller Line Identification
• Call Divert, Call Hold and Call Wait
• Short Messaging Service (SMS)
• SMS based Information Services
• Voice Mail service
• Info Junction
• Shopping Junction
41

Airtel Services
Airtel welcomes you to a vibrant new 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.
What is Airtel Services?
It's 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. The
desired information will be displayed on your screen in about 15
seconds.
What are the various services available on the
Airtel Services?
With Airtel Services, you can now get the latest news, download
ring tones 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.
42

Services Description
Ringers Download the latest ring tones
Fun Messages Download logos or send flashing 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
You could select any of the services mentioned above and get
further information options on each of the services. So, for
example if you select '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.
How do you access Airtel Services on your Airtel?
43

Simply go your main menu and scroll till you reach 'Airtel
Services' and press 'Yes / OK'. The various options mentioned
above will now be displayed on your screen. As shown above,
select any service that you would wish more information on and
press 'Yes/ OK'.
Which are the handsets, which are compatible with the
Airtel Services?
A Wireless Internet Browser (WIB) on your mobile phone
supports the Airtel Services. While all the above-mentioned
handsets should support Airtel Services, these services have been
tested to work optimally on the list of handsets mentioned below.
Nokia: 3310, 3315, 3330, 6210, 6510, 8310, 8250, 8859
Motorola: Time port P7389i, Talk about
Panasonic: GD75
Siemens: C35i, M35
Samsung: SGH9100, R220
Ericsson: T28s
We shall endeavor to continuously add to this list from time to
time. In particular old handset models have software versions,
which may not support Advanced WIB functionality.
I click on a service but there is no response message. Why?
44

Essentially it may take upto 15 sec on some handsets for the
response to be displayed.
Further advantages of Airtel Services
• No more SMS inbox overload
With this browser, on clicking on any of the abovementioned
services the information comes directly to your screen in the
form of a flash message. Since the message flashes on your
screen it doesn't block any space in your inbox thereby avoiding
the cumbersome exercise of clearing your inbox from time to
time.
• What's New' service
'What's New' is a feature that enables you to download new
Airtel services from time to time. So expect to continuously get
the latest information services and cool downloads on your
Airtel.
To know more about this service, please call our Customer Care
Centre at 98980 12345 or visit any of our Airtel Exclusive Outlets.
45

Coverage
In the first phase, the following areas are covered.
Sl. No. Towns Sl. No. Highway Sites
1 Ahmedabad 1 Narol
2 Mehsana 2 Aslali
3 Palanpur 3 Bareja
4 HimmatNagar 4 Kheda
5 Godhra 5 Nadiad
6 Gandhinagar 6 Gamdi
7 Kadi 7 Vasad
8 Kalol 8 Channi
9 Chatral 9 Por
10 Mehmdabad 10 Karjan
11 Vadodra 11 Palej
12 Anand 12 Manj
13 Nadiad 13 Rajpipala
14 Godhra 14 Kamrej Chowkdi
15 Jarod 15 Kadodara
16 Halol 16 Changodar
17 Kalol 17 Bavla
46

18 Surat 18 Super Gas Dump
19 Valsad 19 Bagodra
20 Vapi 20 Kanpara
21 Ankleshwar 21 Limdi
22 Navsari 22 Vadod Village
23 Bharuch 23 Sayola
24 Umargam 24 Deduki
25 Rajkot 25 Chotila
26 SurenderNagar 26 Bawanbhor
27 Junagarh 27 Kuadwa
28 Bhavnagar
Frequently Asked Questions
There might be times when you have certain questions about your
Airtel and its services. Queries about the range, billing and other
details. Or you might like to know whom you can contact in case
of loss or theft. Here are answers to some of the frequently asked
questions. Remember, we are always there for you at 98980 12345
or 121 from your cell phone.
47

How do I take care of my handset?
• Ensure that your cell phone is not exposed to wet substances.
• If your cell phone gets water logged, DO NOT switch it ON.
Do NOT expose it to direct or indirect heat.
• Dry the phone and the battery with cloth. Remove the
battery and refit the battery and SIM.
Are there any safety tips for my handset?
• Do not hold the antenna when the cellular phone is IN USE.
This affects Call Quality. Repairs and service of your cell phone or accessories
(like battery, charger, etc.) should be handled only by authorised service centres.
Contact our Customer Care at 121 or 98920 12345 at the
earliest with details of your SIM card, so we can process the
same for invalidation of your SIM. Make sure you do not
waste time because all calls made till you notify Customer
Service staff will be billed to your account.
You can be called in from anywhere in Mumbai provided
you are in the Airtel coverage area. You can also call
anywhere in India and overseas when you avail of STD/ISD
facility.
While on Roaming, all incoming calls are routed through
Madhya Pradesh. Therefore your incoming call charge
comprises the Roaming airtime tariff plus STD/ISD.
48

Will my calls be automatically diverted if my cell phone is
switched off or if I am not in a transmission area?
• Not unless you have activated the call divert facility. In
which case all your incoming calls will be diverted to
another pre-specified number. If you have not programmed
your cell phone for this facility you will simply lose the call.
Who pays for diverted calls?
• When a call is diverted to a landline phone, you are charged
outgoing airtime charges and landline charges. When a call
is diverted to another cell phone number, you will be
charged outgoing airtime and the cell phone number it has
been diverted to will be charged incoming airtime.
Magic Help line
Airtel Magic Care
For assistance dial 121 or 98980 98980 (toll free) from your Airtel
Magic Mobile Phone, 24 hours a day. You can also dial 98980
98980 from a landline phone.
Now that you know the infinite possibilities with your Airtel
Magic, go ahead. Dream your dreams. And you will make them
possible. Indeed, "Magic hai to mumkin hai!".
49

Value Plus Services in Magic
Call Management Services:
1. Caller Line Identification Presentation (CLIP)
2. Call Waiting
3. Call Hold
4. Call Divert
5. Call Conferencing
Value Plus Services
50

1. SMS (Short Messaging Service)
2. Voice Based Services
3. Prepaid Roaming
4. STD/ ISD till the last rupee
5. ISD Dynamic Lock Service
Consumer Survey On Customer Satisfaction &
Comparative Study Of Other Family Entertainment
Centers
Questionnaire
(1) Personal Biodata
Name:
_______________________________________________
________________
Address:
_______________________________________________
____________
51

_______________________________________________
_____________
_______________________________________________
_____________
Phone: (R) _______________________ (O)
________________________
E-mail:
_______________________________________________
_____________
Age: _______________
Sex: Male [ ] Female [ ]
(2) Occupation: Business [ ]
Profession [ ]
Service [ ]
Any other [ ]
Specify
_____________________________
(3) Income Group: 5000 to 10000 [ ]
52

10000 to 20000 [ ]
20000 to 30000 [ ]
Above 30000 [ ]
(4) Do you have mobile phone?
Yes [ ] No [ ]
(6) Which of the following service providers you
prefer the most?
Airtel [ ]
Hutch [ ]
Idea [ ]
BSNL [ ]
(7) Are you a prepaid user or post-paid user?
Prepaid [ ]
Post Paid [ ]
53

(8) If you are a prepaid user please answer the
following?
• How many recharge coupon you purchase per
month? _____________________
• Which scheme you use presently?
_______________
• Do you use value added service?
• Please specify
_________________________________________
_
(9) Do you use roaming facility?
Yes [ ] No [ ]
(10) How many calls you receive & dial?
Receive _________ Dial _________
(11) Why you use mobile?
Just for emergency [ ]
Status symbol [ ]
Normal use [ ]
54

(12) Are you satisfied with your service
provider?
Yes [ ] No [ ]
If No, specify
___________________________________________
_______
(13) If you get better services by other service
providers, will you switch over to other service
provider?
Yes [ ] No [ ]
(14) Give your suggestions to improve the
service quality.
________________________________________________
________________________________________________
________________________________________________
________________________________________________
________________________________________________
____________________________________
____________________
(Signature)
55

Thank You !!!
LIMITATIONS OF STUDY
The survey done on Airtel has been conducted with
maximum accuracy and effectiveness and tried to
minimize the limitations of the survey method. But still
the study suffers from certain limitations, which are as
follows:
 Sample size of 50 units may not be sufficient to
draw the accurate conclusion.
 Some important aspects affecting the consumer and
preference of consumer in terms of features may not
be covered on revealed in the questionnaire used.
56

 Personal bias of respondents and in analysis and
interpretation may become a constraint in revealing
the true price.
SWOT ANALYSIS
S Strength
High market share
brand image
W Weaknesses
To attract all class
of customer
O Opportunities
Good service will
increase the no. of
users
T Threats
Emerging
Competition like
Reliance, TATA,
BSNL, Hutch,
Orange, etc.
57

CONCLUSION
Airtel has good reputation in the market. Objective
of survey is to know the satisfaction of users. I have
already discussed the objects in the survey.
The organisation has good reputation in the market;
however, it requires some efforts to maintain the
reputation for the betterment of its future. However, now
they are taking reasonable steps to improve its brand
name and sales target.
Lastly, I can say that Airtel has bright future for the
coming years. And I hope this project report will help
58

them taking right decision and fulfill their customer
demands.
Again, I am thanking to all who directly or
indirectly helped me.
Wishing Airtel, the best success …………………
SUGGESTIONS
After making a survey in Rajkot on Airtel, I have
come to some conclusive suggestions, which are
necessary for the company. From my point of view to
maintain and improve the market share of Airtel, my
main points or suggestions are:
 During the survey, the major problem faced by the
user is the "price' of particular service. So as far as
59

possible they should maintain their price level less
as per market price.
 Most of the customers of Rajkot don't know about
the services provided by Airtel. So company should
concentrate on this point and advertise so they
attract customers.
BIBLIOGRAPHY
Although it is said that only theoretical knowledge
is not enough. For studying any topic, practical
knowledge is must, hereby in this practical study,
undergone without the base of theoretical knowledge, the
understanding is incomplete.
60

Hence, to make this report easily understandable and
simple, I have taken references of certain books
regarding marketing topics, retailing marketing, which
are mentioned below. For the basic knowledge and
concept clarity it was essential.
The references from which I gained information
Sr. Description Author
1. Marketing Management Philip Kotler
2. Marketing Management Stanton
3. www.airtelworld.com Website
61

Jalpa dave t.y.b.b.a.

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