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ACKNOWLEDGEMENT

          It is an occasion to offer my indebt ness to choose personalities whom sincere

cooperation and valuable guidance was received during the preparation of their project

report.

First, we would like to express our sincere gratitude to Mrs. Vartika chaturvedi , our

project guide for putting me into a challenging project. And his sincere guidance and

inspiration in completing this project report.

          . Finally we want to thank our friends also who helped me providing necessary

information related to our project.

          Last but not least we would like to express our gratitude to our institute of

technology & sciences Ghaziabad.
PREFACE

The boom in Indian economy leads to the growth of Telecom Industry with the

significant expansion. As this project has been undertaken in Bharti Televentures Pvt.

Ltd. which is the strongest player in the market among the private players. In this project

researcher has experienced the customer satisfaction level of the existing customers of

airtel Landline and Broadband. Researcher also experienced about the consumer behavior

and the strategies of the company & sales to maintain the huge customer base.

Researcher has done a extensive market research about the problem and the factors

associated with it. On the basis of the observed data and the analysis certain

recommendations have been given for the future exploration of the organization.
TABLE OF CONTENTS
       TOPIC                                                         PAGE

(1) INTRODUCTION                                             06-18
       Company Profile                                       06
       Vision Mission & Values                               07
       Business Area                                         08-09
       Product & Services                                    10-11

       Competitors in the market                             13-15

       Background of the problem                             16
       Rational of the Study                                 17
       The Scope                                             18

(2) REVIEW OF LITERATURE                                     19-26
      Customer Satisfaction                                  19
      Tools for tracking & measuring Customer Satisfaction   20-23
      Relationship marketing: The Success of BHARTI          23-26

(3) OBJECTIVE OF STUDY                                       27


(4) OBSERVATION, ANALYSIS & DISCUSSION                       37-58
      Data Observation                                       37-54
      Analysis & Discussion                                  55-58

(5) CONCLUSION                                               59

(6) RECOMMENDATIONS                                          60

(7) BIBLIOGRAPHY                                             63
INTRODUCTION OF ORGANIZATION & THE
PROBLEM

BHARTI TELE-VENTURES LIMITED: The Company Profile

       Bharti Tele-ventures Limited was incorporated on July 7, 1995, for promoting

investments in telecommunication services. Its subsidiaries operate telecom services

across India. Bharti is India’s leading private sector telecommunications services

provider, with a customer base of approximately 17.53 million: 16.33 million mobile and

1.2 million fixed line customers.

       Bharti Tele-Ventures Limited (a part of Bharti enterprises) have been structured

into two main strategic business groups - the Mobility Leaders business group and the

Infotel Leaders business group. The Mobility business group provides GSM mobile

services across India in 23 telecom circles, while the Infotel business group provides

broadband & telephone services, long distance services and enterprise services. All these

services are provided under the AirTel brand. The company is the only operator to

provide mobile services in all the 23 circles in India. The company also provides

telephone services and Internet access over DSL in 15 circles.
VISION


TO BE GLOABALY ADMIRED FOR TELECOM SERVICES THAT DELIGHT
CUSTOMERS



MISSION

To meet global standards for telecom services that delight customers through:


    Customer service focus
    Empowered
    Innovative services
    Cost efficiency


VALUES


    Customer:                       Be responsive towards the needs of the customers.


    People:                                Trust and respect the employees.
    Learning:                       Continuously improve services –
                                     innovatively & expeditiously.
    Community & Partners:           Be transparent and sensitive in the dealing with all
                                      stakeholders.
BUSINESS AREA

 Cellular Services:      Bharti has been a pioneering name in the Indian Telecom

   Industry. In Delhi itself Bharti launched first mobile service under the name of

   AirTel. Today AirTel’s mobile footprint extends across the country in 21 Telecom

   circles. Its service standards compare with very best in the world.




 Fixed Line Services: Bharti Tele-Ventures became the first private fixed-line

   service provider in India. It is now promoted under the Airtel brand. Recently, the

   Government opened the fixed-line industry to unlimited competition. Airtel has

   subsequently started providing fixed-line services in the six states ie- 5 circles of

   NCR, Haryana, Madhya Pradesh, chattisgadh, Karnataka & Tamil Nadu.




 Internet & Broad Band:         AirTel Enterprise services bring comprehensive

   suits of data technology. It provides DSL Services over optical fibers with

   dedicated line. So it is 5 times faster than Analogue Connection. It is most

   preferred high-speed internet service (over 2,50,000 subscriber nation wide).
 National long distance Service:        To provide National Long Distance(NLD)

   Services, Bharti has laid 25,000 km of optical fibre with presence in 200 cities. It

   is also interconnected with all leading cellular operators, fixed line service

   providers.

 International long distance Service: To provide this service across Asia Pacific

   region it has laid i2i submarine cable network along 3,200 km and the landing

   stations are Singapore and Chennai.
PRODUCTS & SERVICES OFFERED WITH AIRTEL LANDLINE &

BROAD BAND



(1)    ISDN: Integrated Service Digital Network (ISDN) is a standard, all-digital access

technology that allows simultaneous, integrated voice and data capabilities over ordinary

telephone lines.

       An ISDN PRI is configured with 30 bi-directional B (Bearer) channels and one D

(Data) channel. It allocates all signaling and call control requirements to the D channel,

leaving the 30 B channels free for any mix of voice and circuit switched data.

       ISDN BRI is suitable for both residential and commercial purpose, configured

with 2 bi-directional B channels and 1 D channel.



(2)    BROADBAND:             With the speed of 512 Kbps AirTel Broadband is

approximately 5 times faster than an analogue connection. Larger data application, faster

file transfer, streaming multimedia and heavy duty surfing every thing we can imagine is

now easily possible with this facility. Superior server technology and a dedicated port

provide total security to data, both stored and in transit. Bharti also provide round the

clock Customer Support.
(3)         WiFi:        Now we can access the Internet facility wirelessly with WiFi. We

can use net anywhere we need it, what only we have to do just login into corporate LAN

from any where in the premises. We don’t need to stick to our workstation for using the

Internet facility. There is no need to load DSL driver on PC or laptop, just connect the PC

or laptop to Ethernet port or over WiFi, and we can start surfing.

(4)         Centrex:     Airtel Centrex is also called a virtual EPABX for offices, at

various locations. Its intercom calling facility (between Centrex lines) lets us call our

colleagues in other branches for free. The Centrex is part of Airtel’s robust high-tech

switching system, which assures high reliability and security.

SOME OTHER SERVICES:

      (1)      Group Pulsing

      (2)      Roaming on Landline

      (3)      Voice Mail Service

      (4)      Hunting Service

      (5)      3-Party Conferencing

      (6)      Audio Conference

      (7)      Remote Video Surveillance over the Internet
COMPETITORS IN THE MARKET
        Now days in the market each and every company has to face a stiff competition

for its survival. AirTel, which is the strongest brand among the private service provider in

the Indian Telecom Industry, has been facing a tough competition by some other telecom

giants like MTNL, Reliance & Tata Indicom.

        (1)    MAHANAGAR TELEPHONE NIGAM LIMITED (MTNL):

        MTNL was setup in 1986 by Govt. of India to upgrade the quality of telecom

services, expand the telecom network, and introduce new services and to raise revenue

for Telecom department in the key metros like Delhi & Mumbai. It has a strong financial

base, market share of 13% and customer base more than over 4.75 million lines.

        Govt. of India currently hold 56.25 % stake n the company. Services provided by

the company:

(i)     Basic Services:       Plain old Telephone service through digitalized public

        switched telephone network.

(ii)    Garuda:        Technically most advance and most affordable in Delhi.          Call

        rate – 40 paise/min & Rent – 200/- per month

(iii)   ISDN: For voice, Data & Video.

(iv)    Internet:      PSTN & ISDN dialup Internet Access.

(v)     Dolphin:       GSM based cellular service

(vi)    Answering machine Service, Leased Circuit & Trunk Service.
(2)        RELIANCE INFOCOM:
           Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among India’s top three

private sector business houses in terms of net worth. Reliance – ADA Group’s flagship

company, Reliance Communications, is India's largest private sector information and

Communications Company with over 20 million subscribers.

Services provide by the company:

(1)        Reliance GSM services:                Reliance Infocom has launched very old

GSM services in mobility in some of the states like Bihar, Jharkhand, Orissa up, delhi

etc.



(2)        Reliance India Mobile:

           PAN India network and town coverage.


       •   80,000 kms of optic fiber backbone.

            Wireless network covering over 2,400 cities/towns, to expand to over 5,700

           cities AND 4,00,000 villages by December.



       •   4,300 Base Transceiver Stations (BTSs) across the country, to increase to around

           8,500 by December.




(3)        Reliance Broadband:
A flexibility to choose the speed from the range of 100 kbps to 8000 mbps.


            Bonus bandwidth of 100, 300, 600 instead of 64, 212, 524.

            Charging of net surfing is also available in per minute tariff.


TATA INDICOM:

Tata indicom is another main competitor of Airtel in the market due its strong presence of

it in the CDMA mobility, broadband and WLL fixed phone segment.



Tata Indicom fixed phone: - Tata Indicom offers almost instant phone connections. Get

Tata Indicom Landline Phone services based on the state of the art Optical Fibre Cable-

based backbone. Enjoy greater voice clarity and say goodbye to excessive billing.




Tata Indicom Phone Connections Advantage
   Superior voice clarity
   Instant and hassle - free connections
   Accurate billing
   Secure and tamper – proof lines
   Responsive and friendly service
   24 x 7 friendly customer service




BACKGROUND OF THE PROBLEM
As we know that now a days there is enormous competition exist in each area of

market and the circumstances are similar also in the case of Telecom Industry. To face

this competition this is very essential for any of the organization to do a proper planning,

implementation and taking proper feedback about the process. By doing these things any

organization might be able to deliver better product, services or the combination of both.




“ To measure the customer satisfaction level of existing users of AirTel

       The motive of undertaking such task was quite clear to the researcher.

Organization simply wanted to take proper feedback of their customers. They wanted to

know what exactly their customers feel about the services of Bharti and about the brand

of AirTel. What are the strong features of AirTel and what are its weaknesses or where

they lag, by knowing all these facts they could improve their quality of service.




THE RATIONALE OF THE STUDY

There was a time when government had a monopoly in the telecommunication sector. But

in the year 1999 deregulation in telecom sector, brought a number of private players,

which gave stiff competition in the monopoly market. Telecom Tariff has been changed
rapidly because of this deregulation. Deregulation has opened up a new market for

telecom services. Now days in telecom sector there are three types of service provider:



       1.      Fixed Landline Service Provider

       2.      Wireless Local Loop Service Provider

       3.      GSM Service Provider

       4.      CDMA Service Provider



       To survive in this competitive market each and every company tries to provide

better service at lowest possible price to the consumer. As we know Bharti provides

services in Fixed Landline and GSM area under its brand Airtel. And Airtel is very strong

brand in the market.

       By doing this project the researcher will be able to understand what is the present

perception of the consumer about Airtel landline & Broadband and what is the exact

satisfaction level of its existing customers.




THE SCOPE

As we know very well that Airtel is market leader among private sector players in Indian

Telecom Industry so, there is a huge pressure upon the company (Bharti Tele-ventures

Pvt. Limited) to retain its position in the market. BTL is facing several challenges from

its competitors mainly MTNL, Reliance & Tata Indicom. More over the main challenge
is to retain the present customer base and try to increase it by providing them better

service at affordable price.

     This project will help the company to know its market reputation.

     As this project mainly deals with the consumer perception about Airtel and its

        competitors. The organization may utilize this work to focus it customer with

        greater perfection.

     By using this project the organization may find some remedy, if there will be any

        sort of dissatisfaction about the service amongst the customers.




                      REVIEW OF LITERATURE

CUSTOMER SATISFACTION

       Company’s first task is to create customers but today customers face a vast array

of product and Brand choices, prices and suppliers. How do customer make their

choices?
We believe that customer’s estimate which offer will deliver the most value.

Customers are value maximizers within the bound of search of cost and limited

knowledge, mobility and income. They form an expectation of value and act on it.

Whether or not the offer leaves up to the value expectation affects customer’s satisfaction

and their repurchase probability.

       Our premise is that buyers will buy from the firm they perceive to offer the

highest delivered customer value and total customer cost.



Customer delivered value = (Total Customer value – Total Customer cost).



            Total customer value is the bundle of benefits customers expect from a

               given product or a service.

            Total customer cost is the bundle of costs customers expect to incur in

               evaluating, obtaining and using the product and service.

            Satisfaction is a person’s feeling of pleasure or disappointment resulting

               from comparing a product’s perceived performance and expectations.



       Many companies are aiming for high satisfaction because customers who are just

satisfied still find easy to switch when better offer comes along. Those who are highly

satisfied are much less ready to switch. High satisfaction or delight creates an affinity

with the brand not just a rational preference. The result is high customer loyalty.
Some of today’s most successful companies are raising expectation and delivering

performance to match. These companies are aiming for TCS (Total Customer

Satisfaction).



TOOLS FOR TRACKING AND MEASURING CUSTOMER

SATISFACTION

[1]    Complaint and suggestion systems: -



       A customer-centered organization makes it easy for its customers to deliver

suggestions and complaints. Many restaurants and hotels provide forms for guests to

report their likes and dislikes. A hospital could place suggestion boxes in the corridors,

supply comment cards to exciting patients and hire a patient advocate to handle patient’s

grievances. These information flows provide these companies with many good ideas and

enable them to act more rapidly to resolve problem.




[2]    Customer satisfaction surveys: -



       Many companies obtain a direct measure of customer satisfaction by conducting

periodic surveys. They send questionnaires or make telephone calls to a random sample
of their recent customers and ask if they were very satisfied, satisfied, somewhat

dissatisfied or very dissatisfied. With various aspects of company’s performance while

collecting customer satisfaction data it is useful to ask additional question to measure the

customer’s repurchase intuition, those will normally be high if the customers satisfaction

is high. It is also useful to measure customer’s willingness to recommend the company

and brand to other person. A high positive word of mouth indicates that the company is

producing high customers satisfaction.



[BHARTI TELEVENTURES PVT. LTD HAS ADOPTED ABOVE MENTIONED

STRATEGY         TO     MEASURE        THE     SATISFACTION          LEVEL       OF    ITS

CUSTOMER.]



[3]     Lost Customer analysis: -



        Company should contact customers who have stopped buying or who have

switched to another service provider or supplier to know why this happened. Not only it

is important to conduct exit interviews when customer first stop buying but also to

monitor the customer loose rate which if increasing clearly indicates that the company is

failing to satisfy its customers.



ATTRACTING AND RETAINING CUSTOMER
To improve their relations with their partners in the supply chain, many companies are

intent on developing stronger bonds and loyalty with their ultimate customers. In the past

many companies took their customers for granted. Their customers may not have had

many alternatives of supply or all suppliers were equally deficient in the service or the

market was growing so fast that the company did not worry about satisfying its

customers. Clearly things have changes.



THE NEED FOR CUSTOMER RETENTION



The cost of attracting a new customer is estimated to be 5 times the cost of keeping a

current customer happy. It requires a great deal of effort to induce satisfied customers to

switch away from their current suppliers.



       Unfortunately most marketing theory and practice centered on the art of attracting

new customers rather than retaining existing ones. The emphasis traditionally has been on

making sales rather than bui;lding relationship. The focus has been on reselling and

selling rather than on caring for the customer afterwards. Today however, most of the

companies are recognizing the importance of satisfying and retaining current customers.

There are two ways to strengthen customer retention: -

    [1] One is to erect high switching barriers. Customers are less inclined to switch to

        another suppliers when this would involve high capital cost, high search cost and

        the cost of loyal customer discounts and so on.
[2] The better approach is to deliver high customer satisfaction. This makes it harder

        for competitors to overcome switching barriers by simply offering lower prices.

        The task of creating strong customer loyalty is called Relationship Marketing.

        Relationship Marketing embraces on those steps that companies undertake to

        know and serve better their valued individual customers.




RELATIONSHIP MARKETING: THE KEY OF SUCCESS OF

BHARTI TELEVENTURES PVT. LTD.



If you want to study the practical aspect of marketing theories then it can be done only by

seeing that how organizations implement those theories in their working process

definitely with some modifications. Here researcher has tried his best to examine the

process involved in attracting and retaining customers which are the main fundas of

Customer Relationship Marketing (CRM).

There are certain steps involved in customer relationship development process.

    Suspects: For Airtel everyone who might conceivably buy the landline or its

       broadband connection. The sales team looks hard at the suspects i.e., the need of

       the customer, budget and the expectation about the service. So, they can

       determine who are the most likely prospects.
 Prospects: The people who have a strong potential interest in the Telecom

   services and the ability to pay for it.

 Disqualified prospects: When sales team studies the prospects properly and when

   they find they have poor credit and would be unprofitable company assuming

   them as a disqualified prospect.



   Note: Above three steps are termed as the process of COLD CALLING.



 First time customers: After Cold Calling sales team visits to the qualified prospect

   then they do detailing to them about the services, try to match the prospect’s need

   and the product profile. So, this is the process to convert qualified prospects into

   first time customers.

 Repeat customers: Now the main process of CRM starts with providing better

   After sales service to the customers. Company tries to satisfy the customers and

   build a strong relationship with them. They do not want to loose customer due to

   their dissatisfaction because according to their view

                           “ A satisfied customer can give you 10 more customer but a

   dissatisfied customer can cut your 100 prospective customer.”

    Clients: the company then acts to convert repeat customers into client’s people

       who buy only from the company in the relevant product category.
Some cautions in measuring customer satisfaction level


      When customer rates their satisfaction with element of the company’s

      performance the company needs to recognize that two customers can report being

      “highly satisfied” for different reasons. One may be easily satisfied most of the

      time and the other might be hard to please but was pleased on this occasion.

      Company should also note that manager and sales people could manipulate their

      ratings and customer satisfaction. They can also try to exclude unhappy customers

      from the survey. Another danger is that if customers know that the company will

      go out of its way to please customers many express high dissatisfaction in order to

      receive more concession.




                 OBJECTIVE OF THE STUDY

Any researcher must be very clear about the objective of his study or

research.



                            MAIN OBJECTIVE:
To find out whether the existing users of Airtel are satisfied? And which factors

                      play important role to satisfy customers.



                            SPECIFIC OBJECTIVE:



      To obtain the desired result researcher needed to know:



      How many customers use the broadband services of Airtel ?

  •   What is the brand image of Airtel in consumers mind?

  •   Which features of Airtel do customers like most?

  •   What are the expectations of consumers from Airtel?




  OBSERVATION, ANALYSIS & DISCUSSION

                       DATA OBSERVATION
[Q.1] Market Segment: -
      (a) Commercial                       (b)    Residential

Market Segment
         Statistics
Market Segment

                                                                Cumulative
                      Frequency    Percent     Valid Percent     Percent
Valid   Commercial            43        26.5             26.5            26.5
        Residential          119        73.5             73.5          100.0
        Total               162       100.0            100.0




Remarks:
Here we can see the distribution of Airtel in residential (73.5%) and commercial (26.5%)
segment. But it has been also experienced that the penetration of Airtel in commercial
area is much higher than residential i.e. approximately 43% in commercial segment.




        How did you get aware about Airtel Landline & Broadband services?
        (a)   Banners & Hoardings           (b)    Sales people
        (c)   Tele calling                         (d)    Newspaper
        (e)   References                           (f)    Others


                            Awareness about service

                              Frequenc                     Valid       Cumulative
                                  y        Percent        Percent       Percent
Valid Banners &
                                     21        13.0          13.0           13.0
       Hoardings
       Sales People                 109        67.3          67.3           80.2
       Tele Calling                   3         1.9           1.9           82.1
       News Paper                     6         3.7           3.7           85.8
       References                     1          .6            .6           86.4
       Others                        22        13.6          13.6          100.0
       Total                        162       100.0         100.0




Remarks:

Among different means of awareness we can see from the graph 67% people get aware

about the services from the sales people. By applying ONE SAMPLE T-TEST on the

variable to check whether it realy depict the population or not, researcher found the

significance level .000, which is less than .005. Hence it did not occur by chance the data

is significantly important.
Do you think brand image of Airtel is stronger than others?
     (a) Yes                 (b) No




                       About Brand Image of AirTel

                                                             Cumulative
                Frequency     Percent     Valid Percent       Percent
Valid   Yes            155         95.7             95.7              95.7
        No                7         4.3              4.3            100.0
        Total          162        100.0              100.0
Remarks:
When users were asked about the Brand image of Airtel, 96% said its image is strong and
4% said it is not. By applying on the variable to check whether it really depict the
population or not, researcher found the significance level .000, which is less than .005.
Hence it did not occur by chance the data is significantly important.




Voice Clearity


                                                             Cumulative
                    Frequency   Percent     Valid Percent     Percent
Valid   Average             6         3.7              3.7             3.7
        Good               33        20.4             20.4            24.1
        Excellent         123        75.9            75.9           100.0
        Total             162      100.0            100.0
Remarks:
The above graph shows about voice clarity of airtel landline it is excellent The tatal
75.9% customer tells its excellent and only 3.7% are not agree with statement which is
very low so we can conclude it is a excellent feature provided by airtel




CONCLUSION

During this project researcher went through the working culture of the organization,

functionalities of sales team and the identification of market potentiality apart of the data

collection about the given problem. So, as a whole it can be said organization emphasize

more on teamwork, motivating the employees and building the friendly environment.

According to the company more than 90% of the business (sales) is done through direct

marketing by their enthusiastic sales team. Since this project is all about customer
satisfaction & sales about the service so it highly depend on the way of delivering

services.

s      Since Airtel is the strongest service provider among private players and customers

also perceive it as a strongest brand. So it has to maintain a high customer base with

providing them complete satisfaction. Practicing a proper Customer Relationship

Management can only do it and Bharti implement it properly. So why it is now among

top names in the world.
RECOMENDATIONS

Since the project tries to reveal the level of customer satisfaction of Airtel users and

important factors related with it.

Since the maximum business is done through direct marketing so there should be proper

planning and guidelines for the sales team.

    Motivation in terms of monetary and non-monetary for the sales people is must

       and the responsibility of this should be on direct supervisor.

    It has been also found that there is a large no. of wrong commitments done by

       sales people with the customers in the market due to the extreme pressure of sales

       target, which leads to customer dissatisfaction. Organization must check it

       immediately because it is harming the Brand Image of Airtel.

    There should be a proper and efficient communication channel within the

       organization both for employees as well as customers.

    They should provide much better After Sales Services, because this is a decision

       making variable for the customers.

    Billing Process should be more transparent because it leads to the reliability about

       Brand.
BIBLIOGRAPHY
Websites:

    www.bharti.com

    www.Comtel.com
Appendix – (01)
            MARKET SURVEY QUESTIONNAIRE
 TO KNOW CUSTOMER SATISFACTION LEVEL OF EXISTING
USERS HAVE AIRTEL LANDLINE & BROADBAND SERVICES.


[Q.1] Market Segment: -
      (a) Commercial                  (b)   Residential

[Q.2] For how long you have been using Airtel Landline/ Broadband?
      (a) < 3 months                (b) 3 months – 6 months
      (c) 6 months – 1 year         (d) more than 1 year

[Q.3] How did you get aware about Airtel Landline & Broadband services?
      (a) Banners & Hoardings             (b) Sales people
           (c) Tele calling                      (d) Newspaper
      (e) References                      (f)    Others

[Q.4] Do you also use Broadband service of Bharti along with its Landline?
      (a) Yes                       (b) No

[Q.5] If no, then do you avail any other broadband service?
       (a) Yes, (specify) name __________________________
                            Reason _________________________
       (b) No.

[Q.6] Do you think brand image of Airtel is stronger than others?
      (a) Yes                 (b) No                     (c) Cant say

[Q.7] Are you satisfied with the Airtel Landline/ Broadband services?
      (a) Very much satisfied
      (b) Satisfied
      (c) Average
      (d) Partially dissatisfied
      (e) Dissatisfied
[Q.8] If satisfied, which feature of bharti does you like most?
      (a) Competitive pricing
      (b) High Speed
      (c) Downloading capacity
      (d) Data Security
      (e) After Sales Service
      (f)     Others



[Q.9] Please rate the following Bharti features on the scale of 5 (5= very
      good, 4= good, 3=Avg. 2= Bad, 1= worst).
      (a) Salesman’s attitude.
      (b) Wiring & Installation.
      (c) After sales service.
      (d) Voice clarity
      (e) Billing
      (f)   Customer care

[Q.10]        If you are not satisfied, then in which area they should
improve?
      (a)     Pricing policy
      (b)     After sales service
      (c)     Value added services
      (d)     Billing Process
      (e)     Other

[Q.11] Would you like to recommend Airtel to your friends and relatives?
      (a) Yes                 (b) No                   (c) Can’t say

   If no, why? Reason ________________________________________
                         _________________________________________
NAME: --------------------------------------------------------------------------------

AREA:-----------------------------------------------------------------------------------

                    Thanks for your co-operation.
Appendix – (02)

              EXISTING CUSTOMER DATABASE
         NAME           CONTACT NO.                 ADDRESS
Prabha Garg              1142424524 D-210 vivek vihar
Mamta patawari           1143086340 C250,vivek vihar
Jalan carrier pvt ltd    1143036096 206 ajnara bhawan
Sanjay Sharma            1143053513 A63, vivek vihar
Parul maheshwari         1143036294 B93
Nishant Sharma           1143072234 D13
Rakesh wabharwal         1142425059 C190, first floor
Gaurav jain              1143072266 B181,first floor
Satish chand sood        1143072243 D78
Shalni                   1143072271 D7-basement
Robin chainpuri          1143072203 D330
Robin chainpuri           1143072204 D330
Robin chainpuri          1143072205 D330




                          Appendix – (03)
              TABLES OF DATA REPRESENTATION (ANEXXURE-3)
(3)    Awareness about Service:
                     T-Test

                                One-Sample Statistics

                                                                                         Std. Error
                                      N                Mean            Std. Deviation      Mean
  Awareness about service                 162           2.5247               1.50445        .11820



                                                           One-Sample Test

                                                                              Test Value = 0
                                                                                                           95% Confidence
                                                                                                            Interval of the
                                                                                           Mean               Difference
                                   t                       df          Sig. (2-tailed)   Difference       Lower         Upper
  Awareness about service         21.359                        161              .000       2.52469        2.2913        2.7581


                                                 [TABLE-1]


(4) Use of Broad Band along with its Broad Band:

T-Test

                        One-Sample Statistics

                                                                                  Std. Error
                            N              Mean                 Std. Deviation      Mean
  Use of Broadband
                                162         1.2901                     .45523        .03577
  with Landline


                                                     One-Sample Test

                                                                       Test Value = 0
                                                                                                   95% Confidence
                                                                                                    Interval of the
                                                                                    Mean              Difference
                            t                   df              Sig. (2-tailed)   Difference      Lower         Upper
  Use of Broadband
                        36.071                       161                  .000       1.29012          1.2195     1.3608
  with Landline

                                                 [TABLE-2]
(6)     Brand Image:

T-Test

                        One-Sample Statistics

                                                               Std. Error
                   N            Mean         Std. Deviation      Mean
 About Brand
                        162      1.0432             .20396        .01602
 Image of AirTel


                                        One-Sample Test

                                                    Test Value = 0
                                                                             95% Confidence
                                                                              Interval of the
                                                                 Mean           Difference
                    t             df         Sig. (2-tailed)   Difference   Lower         Upper
 About Brand
                   65.101              161             .000      1.04321     1.0116       1.0749
 Image of AirTel




        [TABLE-3]


  (7)     Most Preferable feature of AirTel:

  T-Test
One-Sample Statistics

                                                                                Std. Error
                         N               Mean                Std. Deviation       Mean
 Most Preferable
                             162         3.6111                    1.73115            .13601
 feature of AirTel


                                                   One-Sample Test

                                                                    Test Value = 0
                                                                                                  95% Confidence
                                                                                                   Interval of the
                                                                                  Mean               Difference
                         t                   df              Sig. (2-tailed)    Difference       Lower         Upper
 Most Preferable
                     26.550                       161                  .000       3.61111            3.3425     3.8797
 feature of AirTel



                                                             [TABLE-4]

  (10)          In which area Airtel should be improved?

  T-Test

                              One-Sample Statistics

                                                                                        Std. Error
                                   N               Mean            Std. Deviation         Mean
 In Which Area
                                       162          2.9136                1.20246          .09447
 Improvent is needed ?


                                                         One-Sample Test

                                                                           Test Value = 0
                                                                                                          95% Confidence
                                                                                                           Interval of the
                                                                                          Mean               Difference
                                   t                    df          Sig. (2-tailed)     Difference       Lower         Upper
 In Which Area
                               30.840                        161               .000        2.91358        2.7270       3.1001
 Improvent is needed ?

                                                   [TABLE-5]

  (11)          Would you like to recommend Airtel to others?

T-Test
One-Sample Statistics

                                                                         Std. Error
                               N           Mean        Std. Deviation      Mean
 Would You Like To
 Recommend AirTel to               162     1.0556             .22977        .01805
 Your Friends & Relatives


                                           One-Sample Test

                                                              Test Value = 0
                                                                                       95% Confidence
                                                                                        Interval of the
                                                                           Mean           Difference
                               t            df         Sig. (2-tailed)   Difference   Lower         Upper
 Would You Like To
 Recommend AirTel to          58.471             161             .000      1.05556     1.0199       1.0912
 Your Friends & Relatives




                                         [TABLE-6]

                              Appendix – (04)
       LINEAR MULTIPLE REGRESSION ANALYSIS


Regression
Variables Entered/Removedb


           Variables        Variables
Model       Entered         Removed                Method
1         Customer
          Care
          response,
          Voice
          Clearity,
          Billing                       .        Enter
          Process,
          Salesman'
          s Attitude,
          After Sales
                  a
          Service
   a. All requested variables entered.
   b. Dependent Variable: Satisfaction Level about service


                            Model Summary

                                                   Adjusted      Std. Error of
Model            R          R Square               R Square      the Estimate
1                 .695a         .483                    .467           .69279
   a. Predictors: (Constant), Customer Care response,
      Voice Clearity, Billing Process, Salesman's Attitude,
      After Sales Service

                                        ANOVAb

                        Sum of
Model                   Squares             df         Mean Square     F         Sig.
1       Regression        70.070                   5        14.014    29.198        .000a
        Residual          74.874                 156          .480
        Total            144.944                 161
  a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process,
     Salesman's Attitude, After Sales Service
  b. Dependent Variable: Satisfaction Level about service
Coefficientsa

                                        Unstandardized         Standardized
                                          Coefficients         Coefficients
Model                                   B         Std. Error       Beta         t       Sig.
1       (Constant)                      7.194          .578                    12.437      .000
        Salesman's Attitude              -.352         .090            -.258   -3.899      .000
        After Sales Service              -.266         .083            -.243   -3.216      .002
        Voice Clearity                   -.322         .108            -.178   -2.971      .003
        Billing Process                  -.231         .078            -.186   -2.954      .004
        Customer Care response           -.220         .091            -.191   -2.423      .017
  a. Dependent Variable: Satisfaction Level about service

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My airtel project

  • 1. ACKNOWLEDGEMENT It is an occasion to offer my indebt ness to choose personalities whom sincere cooperation and valuable guidance was received during the preparation of their project report. First, we would like to express our sincere gratitude to Mrs. Vartika chaturvedi , our project guide for putting me into a challenging project. And his sincere guidance and inspiration in completing this project report. . Finally we want to thank our friends also who helped me providing necessary information related to our project. Last but not least we would like to express our gratitude to our institute of technology & sciences Ghaziabad.
  • 2. PREFACE The boom in Indian economy leads to the growth of Telecom Industry with the significant expansion. As this project has been undertaken in Bharti Televentures Pvt. Ltd. which is the strongest player in the market among the private players. In this project researcher has experienced the customer satisfaction level of the existing customers of airtel Landline and Broadband. Researcher also experienced about the consumer behavior and the strategies of the company & sales to maintain the huge customer base. Researcher has done a extensive market research about the problem and the factors associated with it. On the basis of the observed data and the analysis certain recommendations have been given for the future exploration of the organization.
  • 3. TABLE OF CONTENTS TOPIC PAGE (1) INTRODUCTION 06-18 Company Profile 06 Vision Mission & Values 07 Business Area 08-09 Product & Services 10-11 Competitors in the market 13-15 Background of the problem 16 Rational of the Study 17 The Scope 18 (2) REVIEW OF LITERATURE 19-26 Customer Satisfaction 19 Tools for tracking & measuring Customer Satisfaction 20-23 Relationship marketing: The Success of BHARTI 23-26 (3) OBJECTIVE OF STUDY 27 (4) OBSERVATION, ANALYSIS & DISCUSSION 37-58 Data Observation 37-54 Analysis & Discussion 55-58 (5) CONCLUSION 59 (6) RECOMMENDATIONS 60 (7) BIBLIOGRAPHY 63
  • 4. INTRODUCTION OF ORGANIZATION & THE PROBLEM BHARTI TELE-VENTURES LIMITED: The Company Profile Bharti Tele-ventures Limited was incorporated on July 7, 1995, for promoting investments in telecommunication services. Its subsidiaries operate telecom services across India. Bharti is India’s leading private sector telecommunications services provider, with a customer base of approximately 17.53 million: 16.33 million mobile and 1.2 million fixed line customers. Bharti Tele-Ventures Limited (a part of Bharti enterprises) have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in 23 telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the AirTel brand. The company is the only operator to provide mobile services in all the 23 circles in India. The company also provides telephone services and Internet access over DSL in 15 circles.
  • 5. VISION TO BE GLOABALY ADMIRED FOR TELECOM SERVICES THAT DELIGHT CUSTOMERS MISSION To meet global standards for telecom services that delight customers through:  Customer service focus  Empowered  Innovative services  Cost efficiency VALUES  Customer: Be responsive towards the needs of the customers.  People: Trust and respect the employees.  Learning: Continuously improve services – innovatively & expeditiously.  Community & Partners: Be transparent and sensitive in the dealing with all stakeholders.
  • 6. BUSINESS AREA  Cellular Services: Bharti has been a pioneering name in the Indian Telecom Industry. In Delhi itself Bharti launched first mobile service under the name of AirTel. Today AirTel’s mobile footprint extends across the country in 21 Telecom circles. Its service standards compare with very best in the world.  Fixed Line Services: Bharti Tele-Ventures became the first private fixed-line service provider in India. It is now promoted under the Airtel brand. Recently, the Government opened the fixed-line industry to unlimited competition. Airtel has subsequently started providing fixed-line services in the six states ie- 5 circles of NCR, Haryana, Madhya Pradesh, chattisgadh, Karnataka & Tamil Nadu.  Internet & Broad Band: AirTel Enterprise services bring comprehensive suits of data technology. It provides DSL Services over optical fibers with dedicated line. So it is 5 times faster than Analogue Connection. It is most preferred high-speed internet service (over 2,50,000 subscriber nation wide).
  • 7.  National long distance Service: To provide National Long Distance(NLD) Services, Bharti has laid 25,000 km of optical fibre with presence in 200 cities. It is also interconnected with all leading cellular operators, fixed line service providers.  International long distance Service: To provide this service across Asia Pacific region it has laid i2i submarine cable network along 3,200 km and the landing stations are Singapore and Chennai.
  • 8. PRODUCTS & SERVICES OFFERED WITH AIRTEL LANDLINE & BROAD BAND (1) ISDN: Integrated Service Digital Network (ISDN) is a standard, all-digital access technology that allows simultaneous, integrated voice and data capabilities over ordinary telephone lines. An ISDN PRI is configured with 30 bi-directional B (Bearer) channels and one D (Data) channel. It allocates all signaling and call control requirements to the D channel, leaving the 30 B channels free for any mix of voice and circuit switched data. ISDN BRI is suitable for both residential and commercial purpose, configured with 2 bi-directional B channels and 1 D channel. (2) BROADBAND: With the speed of 512 Kbps AirTel Broadband is approximately 5 times faster than an analogue connection. Larger data application, faster file transfer, streaming multimedia and heavy duty surfing every thing we can imagine is now easily possible with this facility. Superior server technology and a dedicated port provide total security to data, both stored and in transit. Bharti also provide round the clock Customer Support.
  • 9. (3) WiFi: Now we can access the Internet facility wirelessly with WiFi. We can use net anywhere we need it, what only we have to do just login into corporate LAN from any where in the premises. We don’t need to stick to our workstation for using the Internet facility. There is no need to load DSL driver on PC or laptop, just connect the PC or laptop to Ethernet port or over WiFi, and we can start surfing. (4) Centrex: Airtel Centrex is also called a virtual EPABX for offices, at various locations. Its intercom calling facility (between Centrex lines) lets us call our colleagues in other branches for free. The Centrex is part of Airtel’s robust high-tech switching system, which assures high reliability and security. SOME OTHER SERVICES: (1) Group Pulsing (2) Roaming on Landline (3) Voice Mail Service (4) Hunting Service (5) 3-Party Conferencing (6) Audio Conference (7) Remote Video Surveillance over the Internet
  • 10. COMPETITORS IN THE MARKET Now days in the market each and every company has to face a stiff competition for its survival. AirTel, which is the strongest brand among the private service provider in the Indian Telecom Industry, has been facing a tough competition by some other telecom giants like MTNL, Reliance & Tata Indicom. (1) MAHANAGAR TELEPHONE NIGAM LIMITED (MTNL): MTNL was setup in 1986 by Govt. of India to upgrade the quality of telecom services, expand the telecom network, and introduce new services and to raise revenue for Telecom department in the key metros like Delhi & Mumbai. It has a strong financial base, market share of 13% and customer base more than over 4.75 million lines. Govt. of India currently hold 56.25 % stake n the company. Services provided by the company: (i) Basic Services: Plain old Telephone service through digitalized public switched telephone network. (ii) Garuda: Technically most advance and most affordable in Delhi. Call rate – 40 paise/min & Rent – 200/- per month (iii) ISDN: For voice, Data & Video. (iv) Internet: PSTN & ISDN dialup Internet Access. (v) Dolphin: GSM based cellular service (vi) Answering machine Service, Leased Circuit & Trunk Service.
  • 11. (2) RELIANCE INFOCOM: Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among India’s top three private sector business houses in terms of net worth. Reliance – ADA Group’s flagship company, Reliance Communications, is India's largest private sector information and Communications Company with over 20 million subscribers. Services provide by the company: (1) Reliance GSM services: Reliance Infocom has launched very old GSM services in mobility in some of the states like Bihar, Jharkhand, Orissa up, delhi etc. (2) Reliance India Mobile: PAN India network and town coverage. • 80,000 kms of optic fiber backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 cities AND 4,00,000 villages by December. • 4,300 Base Transceiver Stations (BTSs) across the country, to increase to around 8,500 by December. (3) Reliance Broadband:
  • 12. A flexibility to choose the speed from the range of 100 kbps to 8000 mbps.  Bonus bandwidth of 100, 300, 600 instead of 64, 212, 524.  Charging of net surfing is also available in per minute tariff. TATA INDICOM: Tata indicom is another main competitor of Airtel in the market due its strong presence of it in the CDMA mobility, broadband and WLL fixed phone segment. Tata Indicom fixed phone: - Tata Indicom offers almost instant phone connections. Get Tata Indicom Landline Phone services based on the state of the art Optical Fibre Cable- based backbone. Enjoy greater voice clarity and say goodbye to excessive billing. Tata Indicom Phone Connections Advantage Superior voice clarity Instant and hassle - free connections Accurate billing Secure and tamper – proof lines Responsive and friendly service 24 x 7 friendly customer service BACKGROUND OF THE PROBLEM
  • 13. As we know that now a days there is enormous competition exist in each area of market and the circumstances are similar also in the case of Telecom Industry. To face this competition this is very essential for any of the organization to do a proper planning, implementation and taking proper feedback about the process. By doing these things any organization might be able to deliver better product, services or the combination of both. “ To measure the customer satisfaction level of existing users of AirTel The motive of undertaking such task was quite clear to the researcher. Organization simply wanted to take proper feedback of their customers. They wanted to know what exactly their customers feel about the services of Bharti and about the brand of AirTel. What are the strong features of AirTel and what are its weaknesses or where they lag, by knowing all these facts they could improve their quality of service. THE RATIONALE OF THE STUDY There was a time when government had a monopoly in the telecommunication sector. But in the year 1999 deregulation in telecom sector, brought a number of private players, which gave stiff competition in the monopoly market. Telecom Tariff has been changed
  • 14. rapidly because of this deregulation. Deregulation has opened up a new market for telecom services. Now days in telecom sector there are three types of service provider: 1. Fixed Landline Service Provider 2. Wireless Local Loop Service Provider 3. GSM Service Provider 4. CDMA Service Provider To survive in this competitive market each and every company tries to provide better service at lowest possible price to the consumer. As we know Bharti provides services in Fixed Landline and GSM area under its brand Airtel. And Airtel is very strong brand in the market. By doing this project the researcher will be able to understand what is the present perception of the consumer about Airtel landline & Broadband and what is the exact satisfaction level of its existing customers. THE SCOPE As we know very well that Airtel is market leader among private sector players in Indian Telecom Industry so, there is a huge pressure upon the company (Bharti Tele-ventures Pvt. Limited) to retain its position in the market. BTL is facing several challenges from its competitors mainly MTNL, Reliance & Tata Indicom. More over the main challenge
  • 15. is to retain the present customer base and try to increase it by providing them better service at affordable price.  This project will help the company to know its market reputation.  As this project mainly deals with the consumer perception about Airtel and its competitors. The organization may utilize this work to focus it customer with greater perfection.  By using this project the organization may find some remedy, if there will be any sort of dissatisfaction about the service amongst the customers. REVIEW OF LITERATURE CUSTOMER SATISFACTION Company’s first task is to create customers but today customers face a vast array of product and Brand choices, prices and suppliers. How do customer make their choices?
  • 16. We believe that customer’s estimate which offer will deliver the most value. Customers are value maximizers within the bound of search of cost and limited knowledge, mobility and income. They form an expectation of value and act on it. Whether or not the offer leaves up to the value expectation affects customer’s satisfaction and their repurchase probability. Our premise is that buyers will buy from the firm they perceive to offer the highest delivered customer value and total customer cost. Customer delivered value = (Total Customer value – Total Customer cost).  Total customer value is the bundle of benefits customers expect from a given product or a service.  Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining and using the product and service.  Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance and expectations. Many companies are aiming for high satisfaction because customers who are just satisfied still find easy to switch when better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an affinity with the brand not just a rational preference. The result is high customer loyalty.
  • 17. Some of today’s most successful companies are raising expectation and delivering performance to match. These companies are aiming for TCS (Total Customer Satisfaction). TOOLS FOR TRACKING AND MEASURING CUSTOMER SATISFACTION [1] Complaint and suggestion systems: - A customer-centered organization makes it easy for its customers to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report their likes and dislikes. A hospital could place suggestion boxes in the corridors, supply comment cards to exciting patients and hire a patient advocate to handle patient’s grievances. These information flows provide these companies with many good ideas and enable them to act more rapidly to resolve problem. [2] Customer satisfaction surveys: - Many companies obtain a direct measure of customer satisfaction by conducting periodic surveys. They send questionnaires or make telephone calls to a random sample
  • 18. of their recent customers and ask if they were very satisfied, satisfied, somewhat dissatisfied or very dissatisfied. With various aspects of company’s performance while collecting customer satisfaction data it is useful to ask additional question to measure the customer’s repurchase intuition, those will normally be high if the customers satisfaction is high. It is also useful to measure customer’s willingness to recommend the company and brand to other person. A high positive word of mouth indicates that the company is producing high customers satisfaction. [BHARTI TELEVENTURES PVT. LTD HAS ADOPTED ABOVE MENTIONED STRATEGY TO MEASURE THE SATISFACTION LEVEL OF ITS CUSTOMER.] [3] Lost Customer analysis: - Company should contact customers who have stopped buying or who have switched to another service provider or supplier to know why this happened. Not only it is important to conduct exit interviews when customer first stop buying but also to monitor the customer loose rate which if increasing clearly indicates that the company is failing to satisfy its customers. ATTRACTING AND RETAINING CUSTOMER
  • 19. To improve their relations with their partners in the supply chain, many companies are intent on developing stronger bonds and loyalty with their ultimate customers. In the past many companies took their customers for granted. Their customers may not have had many alternatives of supply or all suppliers were equally deficient in the service or the market was growing so fast that the company did not worry about satisfying its customers. Clearly things have changes. THE NEED FOR CUSTOMER RETENTION The cost of attracting a new customer is estimated to be 5 times the cost of keeping a current customer happy. It requires a great deal of effort to induce satisfied customers to switch away from their current suppliers. Unfortunately most marketing theory and practice centered on the art of attracting new customers rather than retaining existing ones. The emphasis traditionally has been on making sales rather than bui;lding relationship. The focus has been on reselling and selling rather than on caring for the customer afterwards. Today however, most of the companies are recognizing the importance of satisfying and retaining current customers. There are two ways to strengthen customer retention: - [1] One is to erect high switching barriers. Customers are less inclined to switch to another suppliers when this would involve high capital cost, high search cost and the cost of loyal customer discounts and so on.
  • 20. [2] The better approach is to deliver high customer satisfaction. This makes it harder for competitors to overcome switching barriers by simply offering lower prices. The task of creating strong customer loyalty is called Relationship Marketing. Relationship Marketing embraces on those steps that companies undertake to know and serve better their valued individual customers. RELATIONSHIP MARKETING: THE KEY OF SUCCESS OF BHARTI TELEVENTURES PVT. LTD. If you want to study the practical aspect of marketing theories then it can be done only by seeing that how organizations implement those theories in their working process definitely with some modifications. Here researcher has tried his best to examine the process involved in attracting and retaining customers which are the main fundas of Customer Relationship Marketing (CRM). There are certain steps involved in customer relationship development process.  Suspects: For Airtel everyone who might conceivably buy the landline or its broadband connection. The sales team looks hard at the suspects i.e., the need of the customer, budget and the expectation about the service. So, they can determine who are the most likely prospects.
  • 21.  Prospects: The people who have a strong potential interest in the Telecom services and the ability to pay for it.  Disqualified prospects: When sales team studies the prospects properly and when they find they have poor credit and would be unprofitable company assuming them as a disqualified prospect. Note: Above three steps are termed as the process of COLD CALLING.  First time customers: After Cold Calling sales team visits to the qualified prospect then they do detailing to them about the services, try to match the prospect’s need and the product profile. So, this is the process to convert qualified prospects into first time customers.  Repeat customers: Now the main process of CRM starts with providing better After sales service to the customers. Company tries to satisfy the customers and build a strong relationship with them. They do not want to loose customer due to their dissatisfaction because according to their view “ A satisfied customer can give you 10 more customer but a dissatisfied customer can cut your 100 prospective customer.”  Clients: the company then acts to convert repeat customers into client’s people who buy only from the company in the relevant product category.
  • 22. Some cautions in measuring customer satisfaction level When customer rates their satisfaction with element of the company’s performance the company needs to recognize that two customers can report being “highly satisfied” for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. Company should also note that manager and sales people could manipulate their ratings and customer satisfaction. They can also try to exclude unhappy customers from the survey. Another danger is that if customers know that the company will go out of its way to please customers many express high dissatisfaction in order to receive more concession. OBJECTIVE OF THE STUDY Any researcher must be very clear about the objective of his study or research. MAIN OBJECTIVE:
  • 23. To find out whether the existing users of Airtel are satisfied? And which factors play important role to satisfy customers. SPECIFIC OBJECTIVE: To obtain the desired result researcher needed to know: How many customers use the broadband services of Airtel ? • What is the brand image of Airtel in consumers mind? • Which features of Airtel do customers like most? • What are the expectations of consumers from Airtel? OBSERVATION, ANALYSIS & DISCUSSION DATA OBSERVATION [Q.1] Market Segment: - (a) Commercial (b) Residential Market Segment Statistics
  • 24. Market Segment Cumulative Frequency Percent Valid Percent Percent Valid Commercial 43 26.5 26.5 26.5 Residential 119 73.5 73.5 100.0 Total 162 100.0 100.0 Remarks: Here we can see the distribution of Airtel in residential (73.5%) and commercial (26.5%) segment. But it has been also experienced that the penetration of Airtel in commercial area is much higher than residential i.e. approximately 43% in commercial segment. How did you get aware about Airtel Landline & Broadband services? (a) Banners & Hoardings (b) Sales people (c) Tele calling (d) Newspaper (e) References (f) Others Awareness about service Frequenc Valid Cumulative y Percent Percent Percent
  • 25. Valid Banners & 21 13.0 13.0 13.0 Hoardings Sales People 109 67.3 67.3 80.2 Tele Calling 3 1.9 1.9 82.1 News Paper 6 3.7 3.7 85.8 References 1 .6 .6 86.4 Others 22 13.6 13.6 100.0 Total 162 100.0 100.0 Remarks: Among different means of awareness we can see from the graph 67% people get aware about the services from the sales people. By applying ONE SAMPLE T-TEST on the variable to check whether it realy depict the population or not, researcher found the significance level .000, which is less than .005. Hence it did not occur by chance the data is significantly important.
  • 26. Do you think brand image of Airtel is stronger than others? (a) Yes (b) No About Brand Image of AirTel Cumulative Frequency Percent Valid Percent Percent Valid Yes 155 95.7 95.7 95.7 No 7 4.3 4.3 100.0 Total 162 100.0 100.0
  • 27. Remarks: When users were asked about the Brand image of Airtel, 96% said its image is strong and 4% said it is not. By applying on the variable to check whether it really depict the population or not, researcher found the significance level .000, which is less than .005. Hence it did not occur by chance the data is significantly important. Voice Clearity Cumulative Frequency Percent Valid Percent Percent Valid Average 6 3.7 3.7 3.7 Good 33 20.4 20.4 24.1 Excellent 123 75.9 75.9 100.0 Total 162 100.0 100.0
  • 28. Remarks: The above graph shows about voice clarity of airtel landline it is excellent The tatal 75.9% customer tells its excellent and only 3.7% are not agree with statement which is very low so we can conclude it is a excellent feature provided by airtel CONCLUSION During this project researcher went through the working culture of the organization, functionalities of sales team and the identification of market potentiality apart of the data collection about the given problem. So, as a whole it can be said organization emphasize more on teamwork, motivating the employees and building the friendly environment. According to the company more than 90% of the business (sales) is done through direct marketing by their enthusiastic sales team. Since this project is all about customer
  • 29. satisfaction & sales about the service so it highly depend on the way of delivering services. s Since Airtel is the strongest service provider among private players and customers also perceive it as a strongest brand. So it has to maintain a high customer base with providing them complete satisfaction. Practicing a proper Customer Relationship Management can only do it and Bharti implement it properly. So why it is now among top names in the world.
  • 30. RECOMENDATIONS Since the project tries to reveal the level of customer satisfaction of Airtel users and important factors related with it. Since the maximum business is done through direct marketing so there should be proper planning and guidelines for the sales team.  Motivation in terms of monetary and non-monetary for the sales people is must and the responsibility of this should be on direct supervisor.  It has been also found that there is a large no. of wrong commitments done by sales people with the customers in the market due to the extreme pressure of sales target, which leads to customer dissatisfaction. Organization must check it immediately because it is harming the Brand Image of Airtel.  There should be a proper and efficient communication channel within the organization both for employees as well as customers.  They should provide much better After Sales Services, because this is a decision making variable for the customers.  Billing Process should be more transparent because it leads to the reliability about Brand.
  • 31. BIBLIOGRAPHY Websites:  www.bharti.com  www.Comtel.com
  • 32. Appendix – (01) MARKET SURVEY QUESTIONNAIRE TO KNOW CUSTOMER SATISFACTION LEVEL OF EXISTING USERS HAVE AIRTEL LANDLINE & BROADBAND SERVICES. [Q.1] Market Segment: - (a) Commercial (b) Residential [Q.2] For how long you have been using Airtel Landline/ Broadband? (a) < 3 months (b) 3 months – 6 months (c) 6 months – 1 year (d) more than 1 year [Q.3] How did you get aware about Airtel Landline & Broadband services? (a) Banners & Hoardings (b) Sales people (c) Tele calling (d) Newspaper (e) References (f) Others [Q.4] Do you also use Broadband service of Bharti along with its Landline? (a) Yes (b) No [Q.5] If no, then do you avail any other broadband service? (a) Yes, (specify) name __________________________ Reason _________________________ (b) No. [Q.6] Do you think brand image of Airtel is stronger than others? (a) Yes (b) No (c) Cant say [Q.7] Are you satisfied with the Airtel Landline/ Broadband services? (a) Very much satisfied (b) Satisfied (c) Average (d) Partially dissatisfied (e) Dissatisfied
  • 33. [Q.8] If satisfied, which feature of bharti does you like most? (a) Competitive pricing (b) High Speed (c) Downloading capacity (d) Data Security (e) After Sales Service (f) Others [Q.9] Please rate the following Bharti features on the scale of 5 (5= very good, 4= good, 3=Avg. 2= Bad, 1= worst). (a) Salesman’s attitude. (b) Wiring & Installation. (c) After sales service. (d) Voice clarity (e) Billing (f) Customer care [Q.10] If you are not satisfied, then in which area they should improve? (a) Pricing policy (b) After sales service (c) Value added services (d) Billing Process (e) Other [Q.11] Would you like to recommend Airtel to your friends and relatives? (a) Yes (b) No (c) Can’t say If no, why? Reason ________________________________________ _________________________________________ NAME: -------------------------------------------------------------------------------- AREA:----------------------------------------------------------------------------------- Thanks for your co-operation.
  • 34. Appendix – (02) EXISTING CUSTOMER DATABASE NAME CONTACT NO. ADDRESS Prabha Garg 1142424524 D-210 vivek vihar Mamta patawari 1143086340 C250,vivek vihar Jalan carrier pvt ltd 1143036096 206 ajnara bhawan Sanjay Sharma 1143053513 A63, vivek vihar Parul maheshwari 1143036294 B93 Nishant Sharma 1143072234 D13 Rakesh wabharwal 1142425059 C190, first floor Gaurav jain 1143072266 B181,first floor Satish chand sood 1143072243 D78 Shalni 1143072271 D7-basement Robin chainpuri 1143072203 D330 Robin chainpuri 1143072204 D330 Robin chainpuri 1143072205 D330 Appendix – (03) TABLES OF DATA REPRESENTATION (ANEXXURE-3)
  • 35. (3) Awareness about Service: T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Awareness about service 162 2.5247 1.50445 .11820 One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Awareness about service 21.359 161 .000 2.52469 2.2913 2.7581 [TABLE-1] (4) Use of Broad Band along with its Broad Band: T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Use of Broadband 162 1.2901 .45523 .03577 with Landline One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Use of Broadband 36.071 161 .000 1.29012 1.2195 1.3608 with Landline [TABLE-2]
  • 36. (6) Brand Image: T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean About Brand 162 1.0432 .20396 .01602 Image of AirTel One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper About Brand 65.101 161 .000 1.04321 1.0116 1.0749 Image of AirTel [TABLE-3] (7) Most Preferable feature of AirTel: T-Test
  • 37. One-Sample Statistics Std. Error N Mean Std. Deviation Mean Most Preferable 162 3.6111 1.73115 .13601 feature of AirTel One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Most Preferable 26.550 161 .000 3.61111 3.3425 3.8797 feature of AirTel [TABLE-4] (10) In which area Airtel should be improved? T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean In Which Area 162 2.9136 1.20246 .09447 Improvent is needed ? One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper In Which Area 30.840 161 .000 2.91358 2.7270 3.1001 Improvent is needed ? [TABLE-5] (11) Would you like to recommend Airtel to others? T-Test
  • 38. One-Sample Statistics Std. Error N Mean Std. Deviation Mean Would You Like To Recommend AirTel to 162 1.0556 .22977 .01805 Your Friends & Relatives One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Would You Like To Recommend AirTel to 58.471 161 .000 1.05556 1.0199 1.0912 Your Friends & Relatives [TABLE-6] Appendix – (04) LINEAR MULTIPLE REGRESSION ANALYSIS Regression
  • 39. Variables Entered/Removedb Variables Variables Model Entered Removed Method 1 Customer Care response, Voice Clearity, Billing . Enter Process, Salesman' s Attitude, After Sales a Service a. All requested variables entered. b. Dependent Variable: Satisfaction Level about service Model Summary Adjusted Std. Error of Model R R Square R Square the Estimate 1 .695a .483 .467 .69279 a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process, Salesman's Attitude, After Sales Service ANOVAb Sum of Model Squares df Mean Square F Sig. 1 Regression 70.070 5 14.014 29.198 .000a Residual 74.874 156 .480 Total 144.944 161 a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process, Salesman's Attitude, After Sales Service b. Dependent Variable: Satisfaction Level about service
  • 40. Coefficientsa Unstandardized Standardized Coefficients Coefficients Model B Std. Error Beta t Sig. 1 (Constant) 7.194 .578 12.437 .000 Salesman's Attitude -.352 .090 -.258 -3.899 .000 After Sales Service -.266 .083 -.243 -3.216 .002 Voice Clearity -.322 .108 -.178 -2.971 .003 Billing Process -.231 .078 -.186 -2.954 .004 Customer Care response -.220 .091 -.191 -2.423 .017 a. Dependent Variable: Satisfaction Level about service