This document provides a literature review on customer satisfaction studies related to the telecommunications industry. It discusses several past studies that have found a direct relationship between increasing customer satisfaction and improved profits, market share, positive recommendations and lower marketing costs for companies. The review also summarizes various past studies that have analyzed customer satisfaction and perceptions of services from telecom providers in India such as BSNL, analyzing factors like promotional strategies, service quality and meeting customer expectations.

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A STUDY ON CUSTOMERS SATISFACTION OF AIRTEL
TELECOMMUNICATION IN TIRUPUR CITY
CHAPTER I
1.1 INTRODUCTION TO CUSTOMER SATISFACTION
Customer satisfaction is a term frequently used in Marketing. While it's often abbreviated
as CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and services
supplied by a company to meet customer expectation. Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200
senior marketing managers, 71 percent responded that they found a customer satisfaction metric
very useful in managing and monitoring their businesses. It is seen as a key performance indicator
within business and is often part of a Balanced Scorecard. In a competitive marketplace where
businesses compete for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics quantify
an important dynamic. When a brand has loyal customers, it gains positive word-of mouth
marketing, which is both free and highly effective.
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be
able do this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,
might receive a lower satisfaction rating than a budget motel—even though its facilities and service
would be deemed superior in 'absolute' terms.

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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
customer satisfaction involves a survey instrument with a set of statements using aa liker
techniques or scale the customers is asked to evaluate each statement and select from a scale who
the customer agree or disagree with the statement.
1.2 CUSTOMER SATISFACTION MEASUREMENT
A basic and effective base line customer satisfaction survey program should focus on
measuring customer perception of how will the company delivers on the critical success factors
and dimensions of the business as defined by the customers:
For example
 Service promptness
 Courtesy of staff
 Responsiveness
 Understanding the customer problem etc.
The findings of the company performance should be analyzed both with all customers and
by key segments of the customer population. The essential starting point for customer is
Improving Customer Satisfaction
Published standards exist to help organizations develop their current levels of
customer satisfaction. The International Customer Service Institute (TICSI) has released The
International Customer Service Standard (TICSS). TICSS enables organizations to focus their
attention on delivering excellence in the management of customer service, whilst at the same time
providing recognition of success through a 3rd Party registration scheme. TICSS focuses an
organization’s attention on delivering increased customer satisfaction by helping the organization
through a Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes
People, Premises, Product/Services, as well as performance measurement. The implementation of
a customer service standard should lead to higher levels of customer satisfaction, which in turn
influences customer retention and customer loyalty.

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Customer Satisfaction Surveys:
Surveys and questionnaires are the most common marketing research methods. Typically, they are
used to:
 Assess the level of customer satisfaction with a particular product, service or experience
 Identify factors that contribute to customer satisfaction and dissatisfaction;
 Determine the current status or situation of a product or service;
 Compare and rank providers;
 Estimate the distribution of characteristics in a potential customer population; or
 Help establish customer service standards
Benefits and Challenges:
Surveys allow an organization to quickly capture vital information with relatively little
expense and effort. A primary advantage of this method is its directness: “the purpose is clear and
the responses straightforward.” Additionally, the information gathered by surveys can easily be
analyzed and used to identify trends over time. The public views consumer product polls and
pollsters in a generally positive manner compared to political and other polls. One study found that
at least sixty percent of the public feels that market research about products and services has a
positive impact on society. Seventy percent consider the people who conduct such surveys to have
positive impacts on society.
A major disadvantage of customer surveys is that the responses may be influenced
by the measurement itself through various forms of bias. For example, most surveys are voluntary,
and some researchers have found differences between survey respondents and non-respondents.
People who respond to surveys answer questions differently than those who do not respond, and
late responders answer differently than early responders.

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1.3 SCOPE OF THE STUDY
 It helps student to understand the working environment and the procedural setup of the
organization/ company
 It is useful for the student for the reference
 It helps the student to Gin practical knowledge
 To know about the telecom sector and the rising competition in this practical field
 To know about the functioning of the telecom company

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1.4 OBJECTIVES OF THE STUDY
 To understand the awareness of Airtel products among consumers in the market.
 To create interest as well as find out the potential new consumers
 To analyze the consumers perception towards Airtel
 To know the satisfaction level of consumers towards Airtel products and services.
 To maximize consumers outlets through traditional channel that will increase the in
future.
 To create more numbers of Airtel subscribers.

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1.5 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.

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1.6 STATEMENT OF THE PROBLEM
The project entitled “a study on customers satisfaction of Airtel
telecommunication in Tirupur city” is carried out with an objective to determine the
preference and satisfaction. The primary objective of this study is to find out the consumer
preference and satisfaction towards laptops with special reference to Tirupur. For distribution
of questionnaire to the consumer convenience sampling method was used to select the
consumer and survey was taken among those select users. After collecting the data from the
respondents it was analyzing using simple percentage method for analyzing the collected data.

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1.7 RESEARCHES METHODOLOGY
Survey method:
A Survey is a complete operation, which requires some technical knowledge Survey
methods are mostly personal in character. Surveys are best suited for getting primary data. the
research obtains information from the respondents by interviewing them.
Sampling: It is not always necessary to collect data from whole universe. A small
representative sample may serve the purpose. A sample means a small group taken in a large lot.
This small group taken in a large lot .This small group should be emanative cross section and really
“representative” in character. This selection process in calls sampling.
Total population:
Total number of Airtel customer in tirupur city 6,24,731
Sample size: Samples are devices for learning about large masses by observing a few
individuals. The selected sample is 50.
Methods of Sampling
Random sample method:
The method adopted here is random sampling method. A Random sample is one where
each item in the universe has as an equal chance of known opportunity of being selected.
Research Instrument
Questionnaire:
A questionnaire is a carefully complied logical sequence of questions directed to a define
objective. It is the outline of what information is required and the framework on which the data
is built upon. Questionnaire is commonly used in securing marker information that its preparation
deserves utmost skill and care.

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Collection of data:
One of the important tools for conduction market research is that availability of
necessary and useful data. Date collection is more of an art than a science. The methods of
marketing research are in a way the methods of data collection. The sources of information
fall under two categories.
Internal sources:
Every company has to keep certain records such as accounts, reports etc. these records
provide sample information which an organization usually keeps collection in its working.
External sources:
When internal records are insufficient and required information is not available, the
organization will have to depend on external sources. Of data are.
a) Primary data:
The data collected for a purpose in original and for the first time is known as primary
data. The researcher collect this data to study a particular problem.
Here the primary data is data collected through questionnaire by directly meeting the
customers
b) Secondary Data:
The data, which is collected from the published sources i.e., not originally collected
the first rime is called secondary data.
Here the secondary data is data collected from the company’s brochures, pamphlets,
catalogues and the website.

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PRESENTATION OF THE DATA:
 A schedule of 25 Sample questions has been prepared to suit the objectives of the study.
 On the basis of convenient random sampling technique, the respondents have been selected
and information has been collected.
 The collected information has been classified, tabulated, analysis using mathematical tools
like percentages and interpretations have been drawn.
 After analysis, findings have been drawn and suggestions are offered

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1.8 PERIOD OF THE STUDY
The research work is carried for the a period of four months from December 2017 to march
2018.

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1.9 LIMITATION OF THE STUDY
 Time factor was the main limitation for the study as the project was restricted to small
period.
 The research was limited only to the Tirupur city so the result can’t be generalized to the
whole of Tamil Nadu or other cities.
 The sample taken for research was concerned only for 100 customers rather than millions
of customers scattered around the Tirupur.
 Since the project has to be completed within a short period of time the information
collected could be biased.
 Some of the premium segments could not be met due to time lack and by not obtaining
prior appointment due to tight schedule of the respondents.

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1.10 CHAPTER SCHEME
Chapter I
1.1 Introduction to customer satisfaction
1.2 Customer Satisfaction measurement
1.3 Scope Of The Study
1.4 Objective Of The Study
1.5 Need Of The Study
1.6 Statement of The Problem
1.7 Research Methodology
1.8 Period Of The Study
1.9 Limitation Of The Study
1.10 Chapter Scheme
Chapter II
2.1 Review of Literature
Chapter III
3.1 Industry Profile
3.2 Company Profile
3.3 Network of Airtel
3.4 Organisation Structure Partners
Chapter IV
4.1 Data Analysis And Interpretation

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Chapter V
5.1 Finding
5.2 Suggestion
5.3 Conclusion

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CHAPTER II
2.1 REVIEW OF LITERATURE
Customer Satisfaction
Some of the important related studies were reviewed for the support of the present study.
Customer satisfaction, as a construct, has been fundamental to marketing for over three
decades. As early as 1960, Keith (1960) defined marketing as “satisfying the needs and desires of
the consumer”. Hunt (1982) reported that by the 1970s, interest in customer satisfaction had
increase to such an extent that over 500 studies were published. This trend continued and by 1992,
Peterson and Wilson estimated the amount of academic and trade articles on customer satisfaction
to be over 15,000.
Several studies have shown that it costs about five times to gain a new customer as it does
to keep an existing customer (Naumann, 1995) and this results into more interest in customer
relationships. Thus, several companies are adopting customer satisfaction as their operational goal
with a carefully designed framework. Hill and Alexander (2000) wrote in their book that
“companies now have big investment in database marketing, relationship management and
customer planning to move closer to their customers”. Jones and Sasser (1995) wrote that
“achieving customer satisfaction is the main goal for most service firms today”. Increasing
customer satisfaction has been shown to directly affect companies’ market share, which leads to
improved profits, positive recommendation, lower marketing expenditures (Reichheld, 1996;
Heskett et al., 1997), and greatly impact the corporate image and survival (Pizam and Ellis, 1999).

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The studies are Robins (2008) this paper is about marketing the next generation of mobile
Telephones. The study is about third generation of cell phone technology, what is usually known
as “3G” for short. There are various issues about that new innovative. One is how to price 3G
handsets and services at a level which will enable telephone operating companies to recoup the
high prices they have already paid to governments for operating licenses. Second the technology
is not yet complete, there are no agreed international standards and companies do not yet know
what new services the technology will prove capable of delivering effectively. All variants of 3G
remain dependent on largely unproven technology. Marketing 3G is going to be about services
which are new and in many cases, yet to be designed. At the same time, it will involve services
which can also be obtained by computer and other means. It follows that the marketing task will
be high risk. First, 3G has no obviously unique selling proposition to build on except, perhaps, the
combination of live video and easy portability. Second, the potential customers have not yet had
adequate opportunity to signal their service likes and dislikes. Third, the cost and complexity of
service provision leave doubt about the market’s reaction to price.
Debnath (2008) this study explains that the prime focus of the service providers is to create
a loyal customer base by benchmarking their performances and retaining existing customers in
order to benefit from their loyalty. With the commencement of the economic liberalization in 1991,
and with a view to expand and improve telecom infrastructure through the participation of the
private sector, the Government of India permitted foreign companies holding 51 percent equity
stake in joint ventures to manufacture telecom equipment in India. The Indian Government has
announced a new policy, which allows private firms to provide basic telephone services. There
had been a monopoly of the state-owned department of telecommunications. However, several
companies are expected to benefit from the policy change.

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Kalavani (2006) in their study analyzed that majority of the respondents have given
favorable opinion towards the services but some problems exist that deserve the attention of the
service providers. They need to bridge the gap between the services promised and services offered.
The overall customers’ attitude towards cell phone services is that they are satisfied with the
existing services but still they want more services to be provided Kumar (2008), in their study
titled “Customer Satisfaction and Discontentment of BSNL Landline Service: A Study” analyzed
that at present, services marketing plays a major role in the national economy. In the service sector,
telecom industry is the most active and attractive. Though the telecom industry is growing rapidly,
India’s telecom density is less than the world’s average telecom density as most of India’s market
is yet to be covered. This attracts private operators to enter into the Indian telecom industry, which
makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the
market.
Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular
Services: A Customer Perspective” analyzed that the increasing competition and changing taste
and preferences of the customer’s all over the world are forcing companies to change their
targeting strategies. The study revealed the customer attitude and their satisfaction towards the
cellular services in Coimbatore city. It was found that advertisement play a dominant role in
influencing the customers but most of the customers are of opinion that promotional strategies of
cellular companies are more sale oriented rather than customer oriented Chris (2003) has analyzed
‘Telecom advertising in print media.’ This research attempted to investigate why Telecom theme
are used in advertisement, and the motives that lead companies and advertisers to use sport
celebrities and sport concept in advertisements. From study it has been revealed that the
appearance of sport celebrities in advertising endorsement occurred more often in Telecom
magazines than in other magazines, because their target group is more acquainted with athletes.
The sport celebrities that dominated each printed media are related with their target group
characteristics.

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CHAPTER III
3.1 INDUSTRY PROFILE
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).
 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.

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Different Players in Telecom Industry in India:
 Bharati AIRTEL
 BPL – HUTCH – VODAFONE ( still )
 IDEA
 RELIANCE
 TATA INDICOM
 BSNL
 AIRCEL ( closed )
 SPICE
 MTNL
 JIO
Indian mobile telephony market is increasing day by day and there is more to happen with
technological up gradations occurring nearly every day and the ever-increasing demand for easier
and faster connectivity, the mobile telephony market is expected to race ahead.
India has a fast-growing mobile services market with excellent potential for the future.
With almost 5 million subscribers amassed in less than two years of operation, India's growth
tempohas far exceeded that of numerous other markets, such as China and Thailand, which have
taken more than five years to reach the figures India currently holds. The number of mobile phone
subscribers in the country would exceed 50 million by 2005 and cross 300 million by 2010,
according to Cellular Operators Association of India (COAI). According to recent strategic
research by Frost & Sullivan, Indian Cellular Services Market, such growth rates can be greatly
attributed to the drastically falling price of mobile handsets, with price playing a fundamental role
in Indian subscriber requirements. Subscribers in certain regions can acquire the handset at almost
no cost, thanks to the mass-market stage these technologies have reached internationally. The
Indian consumer can buy a handset for $150 or less. This should lead to increased subscribership.

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This market is growing at an extremely fast pace and so is the competition between the
mobile service providers.
With the presence of a number of mobile telephony services providers including market
leaders like Airtel, Reliance, Idea, Vodafone, Tata Indicom etc who are providing either of the two
network technologies such as Global System for Mobile Communications (GSM) and Code
Division Multiple Access (CDMA). In cellular service there are two main competing network
technologies: Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA).
The Company’s wireless network runs on a GSM technology. The mobile telephony
services providers Airtel, Vodafone, have been competing aggressively for their market share with
MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has only
become more tough. With major market share in the hands of the likes of Reliance, Airtel,
Vodafone, Idea Cellular the others have been finding it difficult to compete in the market. The
Telecom Regulatory Authority Of India (TRAI) has been playing an important role in keeping a
watch on these existing players and bringing new environment as well as policies and reforms for
these Mobile Telephony Service Providers and permitting them to provide mobile telephony
services including permission to carry its own long distance traffic within their service area without
seeking an additional license. TRAI’s mission is to create and nurture conditions for the growth of
telecommunications including broadcasting and cable services in the country in a manner and at a
pace which will enable India to play a leading role in the emerging global information society. The
service providers are free to provide, in its service area of operation, all types of mobile services
including voice and non-voice messages, data services and PCO’s. The Operators would be
required to pay a one-time entry fee. The basis for determining the entry fee and the basis for
selection of additional operators would be recommended by the TRAI.

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Although the cellular services market in India grew during the late 1990s (as the number
of players increased and tariffs and handset prices came down significantly) the growth was rather
marginal. This was because the cellular service providers offered only post-paid cellular services,
which were still perceived to be very costly as compared to landline communications. Following
this realization, the major cellular service providers in India, launched pre-paid cellular services in
the late 1990s. The main purpose of these services was to target customers from all sections of
society (unlike post-paid services, which were targeted only at the premium segment).

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3.2 COMPANY PROFILE
BHARTI AIRTEL
Type: Public, Listed on BSE and NSE
Founded: 1995
Headquarters: New Delhi, India
Key people: Sunil Bharti Mittal (Chairman and Managing Director)
Industry: Telecommunication
Products: Mobile Network, Wireless, Landline, Broadband, Satellite Television
Revenue: $15 Billion (2017)
Billion Profit: $ 19.4 Billion (2010)
Total assets: $36 Billion (2017)
Total equity: $11 Billion (2017)
Employees: 25,400 (December 2017)
Parent: Bharti Enterprises (64%)
SingTel (36%)
Website: www.airtel.in

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BOARD OF DIRECTORS
Name Designation
Sunil Bharti Mittal Chairman & Managing Director
Sanjay Kapoor CEO India and South Africa
Manoj Kohli JMD and CEO International business group
Chua Sock Koong Director
Manish Kejriwal Director
Sheikh Faisal Thani Al-Thani Director
V K Viswanathan Director
Shishir Priyadarshi Director
Gopal Vittal Managing Director
Craig Ehrlich Director
Tan Yong Choo Director
Ben Verwaayen Director
D K Mittal Director
Rakesh Bharti Mittal Non-Executive Director
Telecom company Bharti Airtel is the flagship company of Bharti Enterprises. The
businesses at Bharti Airtel have been structured into three individual strategic business units
(SBU’s)
Airtel Product
1. Mobile services
2. Broadband and telephone services (B&T)
3. Enterprise services
4. Airtel TV
5.Airtel Money
6.Airtel Bank

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The Mobile services group provides GSM mobile services across India in 23 telecom
circles, while B&T business group provides broadband & telephone services in 94 cities. The
Enterprise Services group has two sub-units – carriers (long distance services) and services top
corporates. All these services are provided under the Airtel brand.
Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private
integrated telecom conglomerate, Bharti Enterprises. In its six years of pursuit of greater customer
satisfaction, Airtel has redefined the business through marketing innovations, continuous
technological up gradation of the network, introduction of new generation value added services
and the highest standard of customer care.
Bharti is the leading cellular service provider, with an all India footprint covering all 23
telecom circles of the country. It has over 25 million satisfied customers.
Bharti Airtel limited is a telecom MNC headquartered in New Delhi India, with a presence
in 20 countries across the world its the 4th largest telecom company in the world in terms of
subscribers base which was over 275 million as on July 2013. Airtel is also the largest telecom
company in India and the second largest in country mobile operator by subscriber base after china
mobile.
Sunil Bharti Mittal is the head of Airtel. Airtel is the largest provider of mobile telephony
and second in terms of fixed telephony and also provides broadband and DTH services. Airtel
became the first Indian company to get gold certification by CISCO.
Cellular telephony was introduced in India during the early 1990s. At that time, there were
only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered
only post-paid services. Initially, the cellular services market registered limited growth. Moreover,
these services were mostly restricted to the metros. Other factors such as lack of awareness among
people, lack of infrastructural facilities, low standard of living, and government regulations were
also responsible for the slow growth of cellular phone.

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3.3 NETWORK OF AIRTEL
CELLULAR SERVICE
Airtel Completes Its 23 Circle All India Footprint Airtel now connects India from the Indus
to the Indian Ocean and from Sabarmati to the Brahmaputra on a network of more than 10,000
base stations with cumulative investments of more than Rs. 16,000 crores.
INTERNET INFRASTRUCTURE
Our Internet backbone involves state of the art high-end routers and switches as may
deployed on the best networks across the world to offer you reliable service of unmatched quality.
Three years back we had established satellite based gateway for internet access. This was the first
gateway by a private operator. Now we have established our fibre gateway on Network i2i, first
private submarine cable owned by us and SingTel.
FIXED LINE INFRASTRUCTURE
Our high quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu, Karnataka,
Madhya Pradesh and Chahattisgarh, intensively covers the most prominent commercial and
business districts in the country. We provide the power of last mile fixed line network to bring
end-to-end voice and data solutions.
LONG DISTANCE INFRASTRUCTURE
Our 25,000 km advanced fibre-optic cable long distance network covers India's top
200cities. And it powers the services of India's leading private telecom service providers -cellular,
fixed line and internet through Our Long Distance Services.
AIRTEL BROADBAND
Bharti Televentures is the fixed line operator business of Airtel. In the recent branding
exercise, all the services have been offered under the Airtel brand. Data is the next driver for
growth. This is clear to the operators who have belatedly realized the implications for having a pie
in all the segments of telecommunications. Hence Bharti ventured in the broadband market.

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WIRELESS INTERNET
It Includes :
1. Data Card
2. USB Modem
Data Card
Airtel Data Card is the superior PC Data Card solution which delivers wireless internet
capabilities to laptops and notebooks, by providing EDGE and GPRS technologies in a single PC
Card package. On an EDGE network, Airtel Data Card enables connection to the Internet using
EGPRS. In areas where EDGE services are not available, the Airtel Data Card still enables reliable
and secure data connections over GPRS. Airtel Data Card opens up the true world of wireless
internet and is an ideal companion for a mobile professional, enabling Internet, Email, and Office
applications with real-time secure VPN access to corporate applications whilst on the move.
Anytime, Anywhere Connectivity!
USB Modem Airtel USB Modem is the superior PC solution delivering wireless internet
capability to laptops and notebooks by providing EDGE and GPRS technologies in a single PC
Card Package. On an EDGE network Airtel USB Modem enables connection to the Internet using
EGPRS. In areas where EDGE services are not available, the Airtel USB Modem enables reliable
secure data connections over GPRS. Airtel USB Modem opens up the true world of mobile
wireless internet and is the ideal companion for the mobile professional, enabling Internet and
Email whilst on the move. Anytime- Anywhere Connectivity!

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3.4 ORGANIZATION STRUCTURE PARTNERS

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The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in the company.
The company’s mobile network equipment partners include Ericsson and Nokia. In the case
of the broadband and telephone services and enterprise services (carriers), equipment suppliers
include Siemens, Nortel, Corning, among others. The Company also has an information
technology alliance with IBM for its group-wide information technology requirements and
with Nortel for call center technology requirements. The call center operations for the mobile
services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.
CORPORATE GOVERNANCE
Bharti Airtel Limited firmly believes in the principles of Corporate Governance
and is committed to conduct its business in a manner, which will ensure sustainable, capital-
efficient and long-term growth thereby maximising value for its shareholders, customers,
employees and society at large. Company’s policies are in line with Corporate Governance
guidelines prescribed under Listing Agreement/s with Stock Exchanges and the Company
ensures that various disclosures requirements are complied in ‘letter and spirit’ for effective
Corporate Governance.
During the financial year 2003-04, your Company was assigned highest Governance
and Value Creation (GVC) rating viz. ‘Level 1’ rating by CRISIL, which indicates that the
company’s capability with respect to creating wealth for all its stakeholders is the highest,
while adopting sound Corporate Governance practices.This rating was re-affirmed by CRISIL
on April 20,2006

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PROMOTIONAL STRATEGY
After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular
market witnessed a surge in cellular services. By 2005, there were a total of 12 players in the
market with the five major players being Bharti Tele-Ventures Limited (Bharti), Bharat
Sanchar Nigam Limited (BSNL), Hutchinson-Essar limited (Hutch), Idea Cellular limited
(Idea) and Reliance India Mobile (RIM). All the players except RIM offered services based
on the Global System forMobile (GSM) technology. RIM provided services based on Code
Division Multiple Access (CDMA) technology as well as GSM.
As competition in the telecom arena intensified, service providers took new initiatives to
woo customers. Prominent among these were - celebrity endorsements, loyalty rewards,
discount coupons, business solutions and talk time schemes. The most important consumer
segments in the cellular industry were the youth segment and the business class segment. The
youth segment was the largest and fastest growing segment and was therefore targeted most
heavily by cellular service providers.
MILESTONE OF COMPANY
 Mobile phone operator, Bharti Airtel, became the first Indian telecom company to serve
50 million customers last month, and is now the world’s tenth largest wireless carrier. •
Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100 million
subscribers by 2010, according to company executives.
 “Our next 50 million will largely come from rural India as our plan is to reach 5,200
census towns and over five lakh villages, covering 96 per cent of the Indian population,”
said Bharti Airtel president and CEO, Manoj Kohli, at a news conference this week.
 Bharti Airtel, India’s leading telecommunication services provider, today announced that
it had crossed the 50 million customer mark. With this, Bharti Airtel has achieved the
distinction of becoming the fastest private telecom company in world to achieve this
landmark in a single country - within 143 months of start of operations. The 50 million
customer base covers mobile as well as broadband & telephone customers.

30. 30
In the mobile business, Bharti Airtel plans to make considerable investments in
Network expansion to establish presence in all census towns and over 500,000 villages across
India by 2010, thereby covering 95% of the country’s total population. The company’s
strategic focus will be on further strengthening the Airtel brand through best-in-class customer
service, which is backed by wide national distribution.
 In the Enterprise business, Bharti Airtel will invest substantially in the long distance
business to achieve the scale of a global carrier within next 2-3 years. It is also
strengthening the corporate business towards becoming a preferred managed services
partner for the top 2000 corporations.
 In Broadband & Telephone SBU, Bharti Airtel will initiate large-scale deployments of
broadband network infrastructure in 94 towns, with a sharp focus on the home and
SMEsegments. It is readying to offer triple play to its customers with the launch of its IPTV
service.
CORPORATE SOCIAL RESPONSIBILITY OF BHARTI AIRTEL
 Bharti Foundation, a separate vehicle established in 2000 to lead the CSR agenda of Bharti
Group of Companies. • Bharti Airtel’s response to Tsunami Disaster, Donated Rs. 1 Crore
to the Prime Minister’s Relief Fund.
 Bharti Airtel during Mumbai Floods: Bharti Airtel employees climbed up the towers to
restore the networks so that our customers could conveniently reach its employees.
 Bharti Airtel’s response to Kashmir earthquake: Bharti Airtel’s ‘Rapid Response Team’
responded to the Kashmir earthquake by bringing more than 2000 food packets and water
bottles to the affected area.
Achievements
 First to launch Cellular service on November 1995.
 First operator to revolutionaries the concept of retailing with the inauguration of AirTel
Connect (exclusive showrooms) in 1995.
 First to introduce push button phone in India.
 It is also the first company to export its products to the USA.

31. 31
CHAPTER IV
4.1 DATA ANALYSIS AND INTERPRETATION
TABLE NO: 4.1
GENDER NO OF RESPONDENTS PERCENTAGE
Male 35 70 %
Female 15 30 %
Total 50 100 %
INTERPRETATION
The above table number 4.1 shows that, 70 % of the respondents are male and 30 % of the
respondents are female. The majority of the respondents are male.
CHART NO 4.1
0%
20%
40%
60%
80%
100%
Male Female Total
Male, 70%
Female, 30%
Total, 100%
PERCHANTAGE
NO OF RESPONDENTS
GENDER

32. 32
TABLE NO: 4.2
AGE GROUP NO OF RESPONDENTS PERCENTAGE
Below 20 Years 25 50 %
21 – 30 Years 14 28 %
31 – 40 Years 3 6 %
Above 40 Years 8 16 %
Total 50 100 %
INTERPRETATION
The above table number 4.2 reveals that, 50% of the respondents are under the age group
of below 20 years, 28% of the respondents are under the age group of 20-30 years, 6% of the
respondents are under the age group of 30-40 years, 16% of the respondents are under the age
group of above 40 years. The majority of the respondents belongs to the age group is under below
20 years.
CHART NO 4.2
0% 20% 40% 60% 80% 100%
Below 20
21 – 30
31 – 40
Above 40
Total
50%
28%
6%
16%
100%
PERCHANTAGE
NOOFRESPONDENTS
AGE GROUP

33. 33
TABLE NO: 4.3
OCCUPATION NO OF RESPONDENTS PERCENTAGE
Employee 15 30 %
Business Man 5 10 %
Student 25 50 %
Others 5 10 %
Total 50 100 %
INTERPRETATION
The above table number 4.3 Express that , 30% of the respondents are Employees, 10% of
the respondents are doing business, 50% of the respondents Students, 10% of the respondents are
others like house wife, the majority of the respondents are students.
CHART NO 4.3
Employee
15%
Business Man
5%
Student
25%
Others
5%
Total
50%
OCCUPATION

34. 34
TABLE NO: 4.4
MARITAL STATUS NO OF RESPONDENTS PERCENTAGE
Married 20 40 %
Single 30 60 %
Total 50 100 %
INTERPRETATION
The above table number 4.4 shows that, 40% of the respondents are married and 60% of
the respondents are single. The majority of the respondents are single.
CHART NO 4.4
0%
20%
40%
60%
80%
100%
40%
60%
100%
PERCHANTAGE
NO OF RESPONDENTS
MARITAL STATUS
Married Single Total

35. 35
TABLE NO: 4.5
MONTHLY INCOME NO OF RESPONDENTS PERCENTAGE
Below 10000 25 50 %
10001-20000 8 16 %
20001-30000 4 8 %
Above 30000 13 26 %
Total 50 100 %
INTERPRETATION
The above table number 4.5 reveals that, 50% of the respondents are using Airtel belong
to income Below 10000, 16% of the respondents are using Airtel belong to income RS 10001-
20000, 8% of the respondents are using Airtel belong to income RS 20001-30000 and remaining
26% of the respondents are using Airtel belong to income Above RS 30000. The majority of the
respondents are using Airtel below RS 10000.
CHART NO 4.5
50%
16%
8%
26%
100%
0%
20%
40%
60%
80%
100%
120%
Below 10000 10001-20000 20001-30000 Above 30000 Total
PERCHANTAGE
NO OF RESPONDENTS
MONTHLY INCOME

36. 36
TABLE NO : 4.6
TYPE OF SERVICE NO OF RESPONDENTS PERCENTAGE
Pre-paid 38 76 %
Post-paid 12 24 %
Total 50 100 %
INTERPRETATION
The above table number 4.6 express that, 76% of the respondents using Airtel pre-paid
network and remaining 24% of the respondents using Airtel post-paid network. The majority of
the respondents are using Airtel pre-paid network.
CHART NO 4.6
0%
20%
40%
60%
80%
100%
Pre-paid Post-paid Total
24%
76%
100%
PERCHANTAGE
NO OF RESPONDENTS
TYPE OF SERVICE

37. 37
TABLE NO:4.7
BUYING DECISSION NO OF RESPONDENTS PERCENTAGE
Friends 21 42 %
Family 10 20 %
Past Experience 5 10 %
Advertisement 11 22 %
Others 4 8 %
Total 50 100 %
INTERPRETATION
The above table number 4.7 revealsthat,42% of the respondents of buying decision given
by friends, 20% of the respondents of buying decision are given by family, 10% of the respondents
of buying decision are given by past experience, 22% of the respondents of buying decision are
given through advertisement, 8% of the respondents of buying decision are given by others. The
majority (42%) of the respondents of buying decision are given by friends.
CHART NO 4.7
42%
20%
10%
22%
8%
100%
0%
20%
40%
60%
80%
100%
120%
BUYING DECISION

38. 38
TABLE NO:4.8
USAGE NO OF RESPONDENTS PERCENTAGE
Less than or Equal to 1 year 12 24 %
More than 1 year and less than 2 year 12 24 %
More than 2 year and less than 5 year 7 14 %
More than 5 year 19 38 %
Total 50 100 %
INTERPRETATION
The above table number 4.8 shows that,24% of the respondents are using Airtel for less
than one year,24% of the respondents are using Airtel for more than one year and less than two
years,14% of the respondents are using Airtel for more than two year and less than five year and
38% of the respondents are using Airtel for more than five years. The majority (38%) of the
respondents are using Airtel for more than five years.
CHART NO 4.8
24%
24%
14%
38%
100%
USAGE
Less than or Equal to 1 year
More than 1 year and less
than 2 year
More than 2 year and less
than 5 year
More than 5 year
Total

39. 39
TABLE NO 4.9
ATTRIBUTES NO OF RESPONDENTS PERCENTAGE RANK
Network Coverage 12 24 % 2
Clarity 24 46 % 1
Customer Care Support 8 16 % 3
Tariffs 2 4 % 5
Value Added Services 1 2 % 6
Promotional Schemes 3 6 % 4
Total 50 100 % 6
INTERPRETATION
The above table number 4.9 express that, 24% of the respondents are using Airtel for
network coverage, 46% of the respondents are using Airtel for clarity, 16% of the respondents are
using Airtel for Customer Care Support, 4% of the respondents are using Airtel for Tariffs, 2% of
the respondents for Value Added Service, 6% of the respondents are using Airtel for promotional
Scheme. The majority of the respondents are using Airtel for Clarity.
CHART NO 4.9
24% 46% 16% 4% 2% 6%
100%
2
1
3
5
6
4
6
ATTRIBUTES
PERCENTAGE RANK

40. 40
TABLE NO 4.10
PRESENT SERVICE NO OF RESPONDENTS PERCENTAGE
GPRS 16 64 %
Internet 17 34 %
Hello Tune 12 24 %
Astrology 2 8 %
None of these 3 6 %
Total 50 100 %
INTERPRETATION
The above table number 4.10 shows that, 64% of the respondents are avail Airtel for GPRS,
34% of the respondents are avail Airtel internet, 24% of the respondents are avail Airtel for Hello
Tune, 8% of the respondents avail for Astrology and 6% of the respondents are avail Airtel for
none of these. The majority of the respondents are avail Airtel for internet.
CHART NO 4.10
0% 20% 40% 60% 80% 100%
GPRS
Internet
Hello Tune
Astrology
None of these
Total
32%
34%
24%
4%
6%
100%
PRESENT SERVICE

41. 41
TABLE NO:4.11
SERVICE NO OF RESPONDENTS PERCENTAGE
Excellent 19 38 %
Good 14 28 %
Average 10 20 %
Poor 1 2 %
Worst 6 12 %
Total 50 100 %
INTERPRETATION
The above table number 4.11 clearly indicates that, 38% of the respondents are rated Airtel
as excellent, 28% of the respondents are rated Airtel as good, 20% of the respondents are rated as
Average, 2% of the respondents are rated Airtel as Poor, 12% of the respondents are rated Airtel
as Worst. The majority of the respondents are rated Airtel as excellent.
CHART NO 4.11
0% 20% 40% 60% 80% 100%
Excellent
Good
Average
Poor
Worst
Total
38%
28%
20%
2%
12%
100%
SERVICE

42. 42
TABLE NO:4.12
TARIFFS PLAN NO OF RESPONDENTS PERCENTAGE
Per Minute 23 46 %
Pulse Rate 15 30 %
Per Call 12 24 %
Total 50 100 %
INTERPRETATION
The above table clearly indicates that, 46% of the respondents are prefer the tariffs plan
per minutes, 30% of the respondents are prefer the tariffs plan pulse rate, 24% of the respondents
are prefer the tariffs plan per call. The majority of the respondents are prefer the tariffs plan per
minutes.
CHART NO 4.12
Per Minute,
46%
Pulse Rate, 30%
Per Call, 24%
Total, 100%
TARIFFS PLAN

43. 43
TABLE NO 4.13
CUSTOMER CARE SERVICE
CHARGE
NO OF RESPONDENTS PERCENTAGE
Yes 28 56 %
No 22 44 %
Total 50 100 %
INTERPRETATION
The above table number 4.13 shows that, 56% of the respondents are in aware of customer
care service and 44% of the respondents are not. The majority of the respondents are in aware of
the customer care service.
CHART NO 4.13
56%
44%
100%
0%
20%
40%
60%
80%
100%
120%
0 0.5 1 1.5 2 2.5 3 3.5
CUSTOMER CARE SERVICE CHARGE

44. 44
TABLE NO:4.14
PRE-RECORDED NO OF RESPONDENTS PERCENTAGE
Excellent 20 40 %
Good 10 20 %
Average 14 28 %
Poor 7 14 %
Worst 2 4 %
Total 50 100 %
INTERPRETATION
The above table number 4.14 reveals that, 40% of the respondents are excellent and 20%
of the respondents are good and 28% of the respondents are average, 14% of the respondents are
poor, and remaining 4% of the respondents are worst. The majority of the respondents are
Excellent for Pre-Recorded.
CHART NO 4.14
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Excellent Good Average Poor Worst Total
40%
20%
28%
14%
4%
100%
PRE-RECORDED

45. 45
TABLE NO 4.15
RECHARGE OPTION NO OF RESPONDENTS PERCENTAGE
Easy Recharge 29 58 %
Physical recharge card 21 42 %
Total 50 100 %
INTERPRETATION
The above table number 4.15 express that,58% of the respondents are prefer to easy
recharge option and 42% of the respondents are prefer to physical recharge card. The majority of
the respondents are prefer to easy recharge.
CHART NO 4.15
PERCENTAGE
0%
50%
100%
Easy Recharge
Physical recharge
card Total
58%
42% 100%
RECHARGE OPTION

46. 46
TABLE NO:4.16
AVAIL RECHARGE CARD NO OF RESPONDENTS PERCENTAGE
Strongly Agree 16 32 %
Agree 12 24 %
No Idea 17 34 %
Disagree 2 4 %
Strongly Disagree 3 6 %
Total 50 100 %
INTERPRETATION
The above table number 4.16 reveals that, 32% of the respondents are strongly agree for
physical recharge available,24% of the respondents are agree for physical recharge available, 34%
of the respondents are no idea for physical recharge available, 4% of the respondents are disagree
for physical recharge available and 6% of the respondents are strongly disagree for physical
recharge available. The majority of the respondents are agree for physical recharge available.
CHART NO 4.16
0% 20% 40% 60% 80% 100%
Strongly Agree
Agree
No Idea
Disagree
Strongly Disagree
Total
32%
24%
34%
4%
6%
100%
AVAIL RECHARGE CARD

47. 47
TABLE NO 4.17
FULL TALK TIME NO OF RESPONDENTS PERCENTAGE
55 25 50 %
100 14 28 %
150 6 12 %
220 3 6 %
450 2 4%
Total 50 100 %
INTERPRETATION
The above table number 4.17 express that, 54% of the respondents are prefer for RS 55 as
full Talktime offer ,28% of the respondents are prefer for RS 100 as full Talktime offer, 12% of
the respondents are prefer for RS 150 as full Talktime offer, 6% of the respondents are prefer for
RS 220 as full Talktime offer, 4% of the respondents are prefer for RS 450 as full Talktime offer
The majority (54%) of the respondents are prefer for RS 55 as full Talktime offer.
CHART NO 4.17
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
55 100 150 220 450 Total
50%
28%
12%
6% 4%
100%
FULL TALKTIME

48. 48
TABLE NO: 4.18
AIRTEL CONTECT NO NO OF RESPONDENTS PERCENTAGE
Yes 31 62 %
No 19 38 %
Total 50 100 %
INTERPRETATION
The above table number 4.18 shows that, 62% of the respondents are using Airtel as a main
contact number and, the rest of 38% of the respondents are not using Airtel as a main contact
number. The majority of the respondents are using Airtel as a main contact number.
CHART NO 4.18
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes No Total
AIRTEL CONTECT NO

49. 49
TABLE NO:4.19
CUSTOMER RELATIONSHIP NO OF RESPONDENTS PERCENTAGE
Information about new offer 5 10 %
Approach is polite and courteous 13 26 %
Customer Care Support 12 24 %
Quick in providing Service 20 40 %
Total 50 100 %
INTERPRETATION
The above table number reveals that, 10% of the respondents are feel about customer care
as get information about new offer, 26% of the respondents are feel about customer care as
Approach is polite and courteous, 24% of the respondents are feel about customer care as Customer
Care Support, 40% of the respondents are feel about customer care as Quick in providing Service.
The majority of the respondents are feel about customer care as Approach is polite and courteous.
CHART NO 4.19
10%
26%
24%
40%
100%
CUSTOMER RELATIONSHIP
Information about new offer Approach is polite and courteous
Customer Care Support Quick in providing Service
Total

50. 50
TABLE NO:4.20
OVERALL NO OF RESPONDENTS PERCENTAGE
Highly Satisfied 13 26 %
Satisfied 16 32 %
Average 16 32 %
Dis-Satisfied 5 10 %
Total 50 100 %
INTERPRETATION
The above table number 4.20 shows that, 32% of the respondents are Highly Satisfied with
the overall service of Airtel, 26% of the respondents are Satisfied with the overall service of Airtel,
32% of the respondents are Average with the overall service of Airtel and 10% of the respondents
are Dis-Satisfied with the overall service of Airtel. The majority of the respondents are Highly and
neutrally Satisfied with the overall service of Airtel.
CHART NO 4.20
0% 20% 40% 60% 80% 100%
Highly Satisfied
Satisfied
Average
Dis-Satisfied
Total
26%
32%
32%
10%
100%
OVERALL

51. 51
TABLE NO:4.21
SUGGEST YOUR FRIENDS NO OF RESPONDENTS PERCENTAGE
Always 9 18 %
Some Time 14 28 %
Very Rarely 20 40 %
Never 7 14 %
Total 50 100 %
INTERPRETATION
The above table number 4.21 shows that, 18% of the respondents are always suggest to
take an Airtel connection, 28% of the respondents are sometimes suggest to take an Airtel
connection, 40% of the respondents are very rarely suggest to take an Airtel connection and 14%
of the respondents are never suggest to take an Airtel connection. The majority of the respondents
are sometimes suggest to take an Airtel connection.
CHART NO 4.21
18%
14%
28%
40%
100%
0%
20%
40%
60%
80%
100%
120%
Always Some Time Very Rarely Never Total
SUGGEST YOUR FRIENDS

52. 52
TABLE NO :4.22
OTHER CONNECTION NO OF RESPONDENTS PERCENTAGE
Network Coverage 5 10 %
Tariffs 10 20 %
Customer care Service 18 36 %
Schemes 2 4 %
Availability of Sim 6 12 %
Any others 9 18 %
Total 50 100 %
INTERPRETATION
The above table number 4.22 express that, 10% of the respondents are using other
connection for network coverage, 20% of the respondents are using other connection for tariffs,
36% of the respondents are using other connection for Customer Care Service, 4% of the
respondents are using other connection for Scheme, 12% of the respondents are using other
connection for Availability of Sim and 18 of the respondents are using other connection for Any
others. The majority (36%) of the respondents are using other connection for customer are service.
CHART NO 4.22
10%
20%
36%
4%
12%
18%
100%
OTHER CONNECTION
Network Coverage Tariffs Customer care Sevice
Schemes Availability of Sim Any others
Total

53. 53
TABLE NO:4.23
TARGET AUDIENCE NO OF RESPONDENTS PERCENTAGE
Students 25 50 %
Business 10 20 %
Executives 15 30 %
Household 0 0 %
Total 50 100 %
INTERPRETATION
The above table number 4.23 reveals that, 50% of the respondent’s opinion is to reach the
students,20% of the respondent’s opinion is to reach the Business, 30% of the respondent’s
opinion is to reach the Executives, 0% of the respondent’s opinion is to reach the household. The
majority (50%) of the respondent’s opinion is to reach the students.
CHART NO 4.23
PERCENTAGE
0%
20%
40%
60%
80%
100%
Students Business Executives Household Total
50%
20%
30%
0%
100%
TARGET AUDIENCE

54. 54
TABLE NO: 4.24
IMPROVEMENT NO OF RESPONDENTS PERCENTAGE
Service 19 38 %
Transparency in Billing 12 24 %
Call Clarity 9 18 %
Others 10 20 %
Total 50 100 %
INTERPRETATION
The above table number 4.24 shows that, 38% of the respondents are giving suggest to
improving service, 24% of the respondents are giving suggest to improving transparency in billing,
18% of the respondents are giving suggest to improving call clarity, 20% of the respondents are
giving suggest to improving others. The majority of the respondents suggest giving improving
service.
CHART NO 4.24
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service Transparency
in Billing
Call Clarity Others Total
38%
24%
18% 20%
100%
IMPROVEMENT

55. 55
CHAPTER 5
FINDING AND SUGGESTION :
5.1 FINDINGS:
1. The majority (70 %) of the respondents are male.
2. The majority 50% of the respondents age group is under below 20.
3. The majority 50% of the respondents are Student.
4. The majority (60%) of the respondents are single.
5. The majority (50%) of the respondents are using Airtel below RS 10000.
6. The majority (76%) of the respondents are using Airtel pre-paid network.
7. The majority (42%) of the respondents of buying decision are given by friends.
8. The majority (38%) of the respondents are using Airtel for more than five years.
9. The majority (46%) of the respondents are using Airtel for Clarity.
10. The majority (64%) of the respondents are avail Airtel for internet.
11. The majority (38%) of the respondents are rated Airtel as excellent.
12. The majority (46%) of the respondents are prefer the tariffs plan per minutes.
13. The majority (56%) of the respondents are in aware of the customer care service.
14. The majority (40%) of the respondents are Excellent for Pre-Recorded.
15. The majority (58%) of the respondents are prefer to easy recharge.
16. The majority (34%) of the respondents are agree for physical recharge available.
17. The majority (54%) of the respondents are prefer for RS 55 as full Talktime offer.
18. The majority (62%) of the respondents are using Airtel as a main contact number.
19. The majority (34%) of the respondents are feel about customer care as Approach is polite
and courteous.
20. The majority (32%) of the respondents are Highly and neutrally Satisfied with the overall
service of Airtel.
21. The majority (32%) of the respondents are Highly and neutrally Satisfied with the overall
service of Airtel.
22. The majority (36%) of the respondents are using other connection for customer are service.
23. The majority (50%) of the respondent’s opinion is to reach the students.
24. The majority (38%) of the respondents suggest giving improving service.

56. 56
 Most of the customers are unhappy, as their problems are not being solved immediately.
 Nearly 40 percentage of the customers don’t feel good about the network coverage areas
like Ganapathi Palayam and Pongalur 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.
5.2 SUGGESTION:
 Care should be taken for efficient and timely response to the customer problems.
 Outlet to the back office operations should be fast to solve the customer problems.
 The executives shouldn’t talk on their mobiles while interacting to the customer to the
customer inside the Airtel showroom.
 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).

57. 57
5.3 CONCLUSION:
Telecommunication sector is an emerging and ever changing sector; there are many
ups and downs in this industry. This sector has many hiccups and lot of challenges to face.
The telecom sector is an ever 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 walking
down the start or airport with a phone to his /her ear, making a deal. However, in reality,
wireless phone has become an instrumental part of many.

58. 58
BIBLIOGRAPHY
Books and Journals
1. C.R Kothari (2004): Research Methodology Methods & Techniques, New Age
International ‟ Publishers, New Delhi, 2nd Edition.
2. Richard I. Levin, David S. Rubin (2004): „Statistics for Management, Prentice Hall of
India ‟ Private Limited, New Delhi, 7th Edition.
3. Principles of Marketing –Philip Kotler & Kevin keller edition 12
4. Market Research – D.D. Sharma
Web sites:
1. www.wikipedia.com
2. www.Airtelworld.com
3. http://en.wikipedia.org/wiki/Bharti_Airtel
4. http://www.airtel.in/
5. http://managementhelp.org/customer/satisfy.htm
6. http://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home
7. http://www.customersatisfaction.com/
8. http://www.markosweb.com/www/airtel.in/ •
9. http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.htm

59. 59
A STUDY ON CUSTOMER SATISFACTION ON AIRTEL COMMUNICATION IN
TIRUPUR CITY
QUSTIONNAIRE
NAME: ______________________________________________
1. GENDER:
A) Male B) Female
2. AGE:
A) Below 20 B) 21 to 30 C) 31 to 40 D) Above 40
3. Occupation
A) Employee B) Business Man C) Student D) Others
4. Marital Status
A) Married B) Single
5. Monthly Income
A) Below 10000 B) 10001 – 20000 C) 20001-30000 D) Above 30000
6. Which type of service you are using?
A) Prepaid B) Post paid
7. who/what influences your buying decision?
A) Friends B) Family C) Past experience D) Advertisement E) Other
8. How long you are using AIRTEL services?
A) Less than or equal to 1 year B) More than 1 year and less than 2 year
C) More than 2 year and less than 5year D) More than 5 year

60. 60
9. Please rank the following attributes of AIRTEL services.
S.NO ATTRIBUTES RANK
1 Network Coverage
2 Clarity
3 Customer Care Support
4 Tariffs
5 Value Added Service
6 Promotional Scheme
10. Presently which service of AIRTEL do you avail?
A) GPRS B) Internet C) Astrology D) Hello Tune E) None of these
11. How do you rate the service of AIRTEL?
A) Excellent B) Good C) Average D) Poor E) Worst
12. Which tariffs plan do you prefer the most?
A) Per Minute B) Pulse rate C) Per Call
13. Are you aware that the customer care service is charged by AIRTEL?
A) Yes B) No
14. The service of pre-recorded message in AIRTEL is?
A) Excellent B) Good C) Average D) Poor E) Worst
15. Which recharge option do you prefer more?
A) Easy Recharge B) Physical Recharge card
16. Is the physical recharge card is easily available?
A) Yes B) No

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17. Which full Talk time offer do you prefer more?
A) Rs 55 B) Rs 100 C) Rs 150 D) Rs 220 E) Rs 450
18. Are you using AIRTEL as a main contact number?
A) Yes B) No
18,A If Yes specify the reason, ______________________________________________
18. B If No specify the reason______________________________________________
19. What you feel about customer care relationship management in AIRTEL?
A) Information about new offer B) Approach is polite and courteous
C) Customer care support D) Quick in providing service
20. My satisfaction level with the overall service of AIRTEL is:
A) Highly satisfied B) Satisfied C) Average D) dissatisfied
21. How likely will you suggest your friends and relatives to taken an AIRTEL connection?
A) Always B) Some Times C) Very Rarely D) Never
22. What are the reason for using other connection?
A) Network Coverage B) Tariffs C) Customer care Service
D) Schemes E) Availability of SIM F) Any Others
23. What is your opinion about the target audience of Airtel Network?
A) Student B) Business people C) Executives D) Household E) Others
24.Suggest that which of the following is to be improved.
A) Service B) Transparency in Billing C) Call Clarity D) Others
25. Any other suggestions:_______________________________________________