The document is a project report submitted by Mohammed Nizar N. in partial fulfillment of the requirements for a Master's degree in Business Administration. The report studies customer perception of Airtel broadband services among small and medium enterprises in Cochin. It analyzes factors affecting customer preferences for Airtel and customer satisfaction with Airtel's services through surveys conducted in Ernakulam District.
Factors behind brand switching in Telecommunication industryJustice Majaji
This document is a dissertation submitted by Majaji Nyasha Justice to the University of Zimbabwe in partial fulfillment of a Bachelor of Business Studies Honours Degree in Marketing. The dissertation examines factors behind brand switching in Zimbabwe's telecommunications industry, with a focus on Telecel Zimbabwe. It includes a literature review on key topics such as brand switching, brand loyalty, price, service quality and trust. The methodology section describes the research design, data collection methods, sample size and data analysis techniques. The findings and analysis chapters present the results of the study and examine how various factors like price, service quality, trust and loyalty impact customers' decisions to switch brands. Recommendations are provided to help Telecel Zimbabwe reduce churn rates.
Consumer Behaviour for selecting telecom operatorSyed thamins
This my research project for my MBA. I conducted the study in Kenyan market. The results are attached. This file will be usefull to the operators, students and govt. agencies. If u need any info let me know.
This document is a certificate stating that the attached research project report titled "Consumer's preference and satisfaction towards pre-paid GSM telecom service provider in Indore" was conducted by Sandip Jalebar for their MBA degree. It acknowledges the guidance of their project supervisor Shikha Chaturvedi. The research examines customer satisfaction and service quality factors for mobile service providers in Indore through surveys and statistical analysis.
The document discusses a study conducted on user attitudes toward Airtel's 3G services in India. It was submitted by a group of 5 MBA students to their professor. The study aims to understand customer perceptions, behaviors and attitudes regarding Airtel's 3G offering and gather feedback on the services provided. An online survey was conducted with 90 Airtel customers using a questionnaire. The collected data was analyzed using SPSS software.
Human: Thank you for the summary. You captured the key details about the study objectives, methodology and focus on understanding customer attitudes toward Airtel's 3G services in a concise 3 sentence summary.
This document appears to be a project report submitted by Rajesh Aluru to GITAM University in partial fulfillment of an MBA degree. The report focuses on conducting a study of consumer satisfaction towards Reliance Netconnect+, an internet service provided via USB devices in Visakhapatnam, India. The report includes sections on the theoretical background of USB and Reliance Netconnect+, the methodology of the study, profiles of Reliance Communications and its competitors Tata Photon+ and MTS MBlaze, and an analysis of findings.
Level of passengers’ satisfaction of metro mass transit ltd.’s service delive...Alexander Decker
This document summarizes a study that investigated passenger satisfaction levels with Metro Mass Transit Ltd. (MMT) bus service in Koforidua, Ghana. The study found that:
1) About 60% of passengers were satisfied with MMT service, 20% were indifferent, and 20% were dissatisfied, indicating 40% could switch to other providers.
2) Surveys of passengers found that over 50% felt buses were neat, but 40% felt conductors and drivers were not neat. Nearly 60% felt buses were reliable, but over 30% felt they were not.
3) The study recommends that MMT provide regular customer service training to staff to improve service quality and increase passenger satisfaction levels
A study on customer satisfaction, customer relationship managementalakunte
This document provides information about a project report submitted by Rahul V. Machakanur to Karnataka University, Dharwad in partial fulfillment of a Master of Business Administration degree. The project report focuses on a study of customer satisfaction, customer relationship management, and competitor profiles for Airtel in Bangalore Rural. It includes sections on the company profile of Airtel, the project title, research design conducted with customers and retailers in Kolar and Chikballapur districts, data analysis, testing of hypotheses, findings and suggestions.
Factors behind brand switching in Telecommunication industryJustice Majaji
This document is a dissertation submitted by Majaji Nyasha Justice to the University of Zimbabwe in partial fulfillment of a Bachelor of Business Studies Honours Degree in Marketing. The dissertation examines factors behind brand switching in Zimbabwe's telecommunications industry, with a focus on Telecel Zimbabwe. It includes a literature review on key topics such as brand switching, brand loyalty, price, service quality and trust. The methodology section describes the research design, data collection methods, sample size and data analysis techniques. The findings and analysis chapters present the results of the study and examine how various factors like price, service quality, trust and loyalty impact customers' decisions to switch brands. Recommendations are provided to help Telecel Zimbabwe reduce churn rates.
Consumer Behaviour for selecting telecom operatorSyed thamins
This my research project for my MBA. I conducted the study in Kenyan market. The results are attached. This file will be usefull to the operators, students and govt. agencies. If u need any info let me know.
This document is a certificate stating that the attached research project report titled "Consumer's preference and satisfaction towards pre-paid GSM telecom service provider in Indore" was conducted by Sandip Jalebar for their MBA degree. It acknowledges the guidance of their project supervisor Shikha Chaturvedi. The research examines customer satisfaction and service quality factors for mobile service providers in Indore through surveys and statistical analysis.
The document discusses a study conducted on user attitudes toward Airtel's 3G services in India. It was submitted by a group of 5 MBA students to their professor. The study aims to understand customer perceptions, behaviors and attitudes regarding Airtel's 3G offering and gather feedback on the services provided. An online survey was conducted with 90 Airtel customers using a questionnaire. The collected data was analyzed using SPSS software.
Human: Thank you for the summary. You captured the key details about the study objectives, methodology and focus on understanding customer attitudes toward Airtel's 3G services in a concise 3 sentence summary.
This document appears to be a project report submitted by Rajesh Aluru to GITAM University in partial fulfillment of an MBA degree. The report focuses on conducting a study of consumer satisfaction towards Reliance Netconnect+, an internet service provided via USB devices in Visakhapatnam, India. The report includes sections on the theoretical background of USB and Reliance Netconnect+, the methodology of the study, profiles of Reliance Communications and its competitors Tata Photon+ and MTS MBlaze, and an analysis of findings.
Level of passengers’ satisfaction of metro mass transit ltd.’s service delive...Alexander Decker
This document summarizes a study that investigated passenger satisfaction levels with Metro Mass Transit Ltd. (MMT) bus service in Koforidua, Ghana. The study found that:
1) About 60% of passengers were satisfied with MMT service, 20% were indifferent, and 20% were dissatisfied, indicating 40% could switch to other providers.
2) Surveys of passengers found that over 50% felt buses were neat, but 40% felt conductors and drivers were not neat. Nearly 60% felt buses were reliable, but over 30% felt they were not.
3) The study recommends that MMT provide regular customer service training to staff to improve service quality and increase passenger satisfaction levels
A study on customer satisfaction, customer relationship managementalakunte
This document provides information about a project report submitted by Rahul V. Machakanur to Karnataka University, Dharwad in partial fulfillment of a Master of Business Administration degree. The project report focuses on a study of customer satisfaction, customer relationship management, and competitor profiles for Airtel in Bangalore Rural. It includes sections on the company profile of Airtel, the project title, research design conducted with customers and retailers in Kolar and Chikballapur districts, data analysis, testing of hypotheses, findings and suggestions.
- Customer satisfaction is determined by how well a company meets or exceeds a customer's expectations. It is the result of comparing perceived performance to expectations.
- Mobile phone companies need to satisfy both individual and corporate customers. Meeting diverse expectations is important.
- Customer satisfaction leads to customer loyalty and repeat business over time. Companies aim to understand what satisfies and dissatisfies customers.
- Factors like friendly employees, quality service, competitive pricing, and accurate billing impact customer satisfaction. Getting these right results in very satisfied customers.
- Customer satisfaction is positively correlated with high product and service quality. Quality is delivering a level of service that meets or exceeds
This report summarizes a summer internship project on supply chain management at Tata Teleservices Ltd. The report includes an executive summary, literature review on supply chain management theory, analysis of supply chain management problems and activities, and details about Tata Teleservices' supply chain processes including warehouse management, objectives, documentation, and standard operating procedures.
The document provides an acknowledgement and thanks to various people who contributed and supported the research. It expresses gratitude to the thesis advisor for their knowledge, encouragement, comments and recommendations throughout the research process. Appreciation is also given to others who provided information and advice that helped make the thesis possible. Finally, thanks are given to respondents who answered the questionnaire.
This document is a dissertation submitted by Ankit Yadav in 2009 analyzing Reliance Communication's strategy and its impact on the Indian mobile telecommunications industry. It begins with an acknowledgements and declaration section. The abstract indicates that the dissertation will examine Reliance Communication's vision, pricing strategies including major offers, and sales/marketing strategies that helped grow India's mobile penetration rate. It will also discuss the challenges Reliance faced in shaping their vision into reality and establishing themselves in the industry.
This document is a study submitted by Shreya Pathak to fulfill the requirements for an MBA degree from Devi Ahilya Vishwa Vidyalaya, Indore, India. The study, guided by Dr. Avinash Desai, examines the factors affecting consumer choice in selecting mobile service providers in India. It utilizes surveys and statistical analysis techniques like exploratory factor analysis and structural equation modeling. The study found that price was the most important factor influencing consumer choice, followed by product quality and availability, service quality, and promotion. The findings provide insights to help mobile service providers improve their strategies and marketing.
Report on customer service in telecom sector mineMd. Ahadujjaman
This report analyzes the customer service of mobile operator Banglalink based on a case study. The objectives are to understand Banglalink's customer service standards, customer satisfaction levels, challenges and opportunities for improvement. Primary data was collected through interviews with Banglalink employees and customers. Secondary sources included internal documents and external research.
Key findings include barriers to Banglalink's customer care like network coverage issues. Reliability was found to most significantly influence overall customer satisfaction. The report recommends Banglalink focus on expanding network coverage and prioritizing reliability to improve the customer experience.
25310916 project-on-customer-satisfaction-towards-mobile-service-providersHiral Shah
This document appears to be a project report on customer satisfaction with mobile service providers in India. It includes an introduction, theoretical background on topics like customer satisfaction and the telecom industry, research objectives and limitations. It also outlines the research methodology, data analysis and interpretation, and conclusion. The report was submitted in partial fulfillment of requirements for a postgraduate diploma in business management.
Consumer switching behavior among online retailers in IndiaNishant Chand MBA
This document discusses consumer switching behavior among online retailers in India. It provides background on the evolution of online retailing and e-commerce in India. Some key points:
- Online retail has grown significantly globally over the past decade, increasing from $3.8 billion in 2009 to $12.6 billion in 2013. Developing markets like India and China are seeing strong growth.
- Attributes of online retailers and consumer behavior have changed. Consumers do more research and comparison shopping. Retailers provide more product information and value to attract consumers.
- The study examines factors that influence Indian consumers to switch between online retailers, why they remain loyal, and their perceptions of customer value and e-service quality
The document is a student's summer training report on customer satisfaction with mobile service providers in India. It includes an introduction describing customer satisfaction and factors that influence it. It also discusses the telecom industry in India, including key milestones in its evolution, current market shares of public and private operators, and the global cellular industry. The report will analyze customer satisfaction data collected through surveys to draw conclusions and suggestions.
A Case study on Organizational Behavioral Practices in Link3 Technologies Ltd.Hasibul Islam
Link3 Technologies Ltd. uses various organizational behavioral practices to manage internal and external communications. Internally, downward communication flows from managers to employees through job instructions, information sharing, performance feedback, and ideology promotion. Upward communication allows employees to provide feedback and suggestions to managers. Horizontal communication also occurs between peer groups. Externally, Link3 communicates with customers through various channels to provide support and learn about customer needs. Link3 aims to build strong stakeholder relationships and a customer-responsive organizational culture through effective use of communication and other organizational practices.
A study on customer satisfaction for fastrack watchesBella Meraki
Fastrack is one of the leading wrist watch brand in India, Fastrack was launched in 1998. The brand was aimed at the youth segment (15-25 years of age). The brand was promoted with the slogan "Cool Watches from Titan‖ Fastrack has an established brand image for quality, price and ranges of style it offers. However it is often found that customers have still certain issues with this brand, one of the issue is that the service after sales is not good. Customer often find it difficult to repair the watch or change the strap, dial etc. most of the retail stores doesn‘t keep spare parts reason being that Fastrack watches style changes at a faster rate, hence customers are forced to go with domestic brands straps which doesn‘t even suit the watch. Another issue is that all varieties of the brand is not available in all retail store, the customers are forced for online shopping to get their desired watches.
The document provides an overview of the Indian telecom industry and the major players within it. It discusses key details about the major cellular operators in India such as BSNL, MTNL, Bharti Airtel, Reliance Communications, Tata Teleservices, Vodafone Essar, and Idea. It provides information on the market share and services offered by each operator. It also provides background on the size and growth of the Indian telecommunications market.
Research project on customer sentiment indexAditya Basu
First of it's kind Project attempted it India , working closely with VP, Innovation ,conceptualizing and devising a framework to gauge Customer Sentiment Index for the Indian Broadband Industry .The deliverable included :-
• Consider customer life-cycle touch-points for a Broadband customer
• Identify & define the relationships between Key determinants of the Broadband services
• Use ACEI Model as the baseline towards the Indian broadband Industry and help understand customer behaviour, their intention to spend, intent to recommend, usage of interactive service, intent to change operator etc
• Help understand key business drivers & their impact on service delivery
• Identify target customer segments for future strategic decisions
Highly appreciated for project completion within 9 months of inception, for first of its kind project attempted in India
Won best Research Project for the Amdocs Innovation Team 2013
Successful Pilot run completion in 2014 displaying huge impact to Amdocs Customer Experience Solutions (CES) Portfolio.
This document summarizes a research study that examined the influence of service quality on word-of-mouth for participants at private vocational training institutions in East Java, Indonesia. The study analyzed how service quality, institution image, customer relationship management, and participant satisfaction affect word-of-mouth. A survey was conducted of 295 participants across several cities. The results showed that service quality positively influences institution image, customer relationship management, and participant satisfaction, which then positively influence word-of-mouth. Institution image was found to have the largest influence on word-of-mouth. The study provides insights for marketing services in education and training.
A STUDY ON CUSTOMERS SATISFACTION OF BARTI AIRTEL TELECOMMUNICATION IN TIRUPU...saravana vel.k
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.
Final report sip at reliance communications ltd. (2)nitindr
This document provides a report on value added services (VAS) at Reliance Communications Ltd. It begins with an introduction and background on VAS. It then discusses the telecom industry structure and competition. The report profiles Reliance Communications and analyzes their VAS offerings. It also examines VAS market trends and how Reliance compares to competitors. Further, it outlines VAS promotion strategies used by Reliance and proposes market research plans to analyze retail integration and customer behavior for VAS.
STUDY OF CUSTOMER PREFERENCE TOWARDS AIRTELAshish Gupta
The document provides an overview of the mobile services industry and Bharti Airtel in India. It discusses that India has seen rapid growth in mobile subscribers, exceeding expectations. Key points include: Bharti Airtel is a leading mobile service provider in India with over 25 million subscribers; It operates across various business segments including mobile, broadband, enterprise services; The mobile market is growing rapidly with competition between providers like Airtel, Reliance, and Idea Cellular.
The Report is all about “STUDY OF MARKET POTENTIAL FOR 4G
BUSINESS IN PUNE” and also to know about the customer
perceptions and attitudes towards their current service provider.
Satisfaction level of the customers was also judged. The customer
expectations were analyzed thoroughly. Major factors considered in
research are: what are the needs of the companies based on the data
services usage, major player in internet services, and support to
customers.
The research was conducted on companies mainly from Industries like
IT, Education, Manufacturing and others which are located in Pune
city.
It is clear from the survey done that Reliance & Tata are Leading
Internet service Provider; they are providing products like Data Card,
Broadband etc to the corporate end users. Most of the companies are
getting internet speed form 1MBPS-4MBPS. Most of the companies
are having good perception about 4 G and are willing to switch to it
from their current service provider. Speed of 4G is around than 30 to
35 MBPS, is going too boom the Market. Because majority of the
companies are facing Speed problem with their current ISP.
- Customer satisfaction is determined by how well a company meets or exceeds a customer's expectations. It is the result of comparing perceived performance to expectations.
- Mobile phone companies need to satisfy both individual and corporate customers. Meeting diverse expectations is important.
- Customer satisfaction leads to customer loyalty and repeat business over time. Companies aim to understand what satisfies and dissatisfies customers.
- Factors like friendly employees, quality service, competitive pricing, and accurate billing impact customer satisfaction. Getting these right results in very satisfied customers.
- Customer satisfaction is positively correlated with high product and service quality. Quality is delivering a level of service that meets or exceeds
This report summarizes a summer internship project on supply chain management at Tata Teleservices Ltd. The report includes an executive summary, literature review on supply chain management theory, analysis of supply chain management problems and activities, and details about Tata Teleservices' supply chain processes including warehouse management, objectives, documentation, and standard operating procedures.
The document provides an acknowledgement and thanks to various people who contributed and supported the research. It expresses gratitude to the thesis advisor for their knowledge, encouragement, comments and recommendations throughout the research process. Appreciation is also given to others who provided information and advice that helped make the thesis possible. Finally, thanks are given to respondents who answered the questionnaire.
This document is a dissertation submitted by Ankit Yadav in 2009 analyzing Reliance Communication's strategy and its impact on the Indian mobile telecommunications industry. It begins with an acknowledgements and declaration section. The abstract indicates that the dissertation will examine Reliance Communication's vision, pricing strategies including major offers, and sales/marketing strategies that helped grow India's mobile penetration rate. It will also discuss the challenges Reliance faced in shaping their vision into reality and establishing themselves in the industry.
This document is a study submitted by Shreya Pathak to fulfill the requirements for an MBA degree from Devi Ahilya Vishwa Vidyalaya, Indore, India. The study, guided by Dr. Avinash Desai, examines the factors affecting consumer choice in selecting mobile service providers in India. It utilizes surveys and statistical analysis techniques like exploratory factor analysis and structural equation modeling. The study found that price was the most important factor influencing consumer choice, followed by product quality and availability, service quality, and promotion. The findings provide insights to help mobile service providers improve their strategies and marketing.
Report on customer service in telecom sector mineMd. Ahadujjaman
This report analyzes the customer service of mobile operator Banglalink based on a case study. The objectives are to understand Banglalink's customer service standards, customer satisfaction levels, challenges and opportunities for improvement. Primary data was collected through interviews with Banglalink employees and customers. Secondary sources included internal documents and external research.
Key findings include barriers to Banglalink's customer care like network coverage issues. Reliability was found to most significantly influence overall customer satisfaction. The report recommends Banglalink focus on expanding network coverage and prioritizing reliability to improve the customer experience.
25310916 project-on-customer-satisfaction-towards-mobile-service-providersHiral Shah
This document appears to be a project report on customer satisfaction with mobile service providers in India. It includes an introduction, theoretical background on topics like customer satisfaction and the telecom industry, research objectives and limitations. It also outlines the research methodology, data analysis and interpretation, and conclusion. The report was submitted in partial fulfillment of requirements for a postgraduate diploma in business management.
Consumer switching behavior among online retailers in IndiaNishant Chand MBA
This document discusses consumer switching behavior among online retailers in India. It provides background on the evolution of online retailing and e-commerce in India. Some key points:
- Online retail has grown significantly globally over the past decade, increasing from $3.8 billion in 2009 to $12.6 billion in 2013. Developing markets like India and China are seeing strong growth.
- Attributes of online retailers and consumer behavior have changed. Consumers do more research and comparison shopping. Retailers provide more product information and value to attract consumers.
- The study examines factors that influence Indian consumers to switch between online retailers, why they remain loyal, and their perceptions of customer value and e-service quality
The document is a student's summer training report on customer satisfaction with mobile service providers in India. It includes an introduction describing customer satisfaction and factors that influence it. It also discusses the telecom industry in India, including key milestones in its evolution, current market shares of public and private operators, and the global cellular industry. The report will analyze customer satisfaction data collected through surveys to draw conclusions and suggestions.
A Case study on Organizational Behavioral Practices in Link3 Technologies Ltd.Hasibul Islam
Link3 Technologies Ltd. uses various organizational behavioral practices to manage internal and external communications. Internally, downward communication flows from managers to employees through job instructions, information sharing, performance feedback, and ideology promotion. Upward communication allows employees to provide feedback and suggestions to managers. Horizontal communication also occurs between peer groups. Externally, Link3 communicates with customers through various channels to provide support and learn about customer needs. Link3 aims to build strong stakeholder relationships and a customer-responsive organizational culture through effective use of communication and other organizational practices.
A study on customer satisfaction for fastrack watchesBella Meraki
Fastrack is one of the leading wrist watch brand in India, Fastrack was launched in 1998. The brand was aimed at the youth segment (15-25 years of age). The brand was promoted with the slogan "Cool Watches from Titan‖ Fastrack has an established brand image for quality, price and ranges of style it offers. However it is often found that customers have still certain issues with this brand, one of the issue is that the service after sales is not good. Customer often find it difficult to repair the watch or change the strap, dial etc. most of the retail stores doesn‘t keep spare parts reason being that Fastrack watches style changes at a faster rate, hence customers are forced to go with domestic brands straps which doesn‘t even suit the watch. Another issue is that all varieties of the brand is not available in all retail store, the customers are forced for online shopping to get their desired watches.
The document provides an overview of the Indian telecom industry and the major players within it. It discusses key details about the major cellular operators in India such as BSNL, MTNL, Bharti Airtel, Reliance Communications, Tata Teleservices, Vodafone Essar, and Idea. It provides information on the market share and services offered by each operator. It also provides background on the size and growth of the Indian telecommunications market.
Research project on customer sentiment indexAditya Basu
First of it's kind Project attempted it India , working closely with VP, Innovation ,conceptualizing and devising a framework to gauge Customer Sentiment Index for the Indian Broadband Industry .The deliverable included :-
• Consider customer life-cycle touch-points for a Broadband customer
• Identify & define the relationships between Key determinants of the Broadband services
• Use ACEI Model as the baseline towards the Indian broadband Industry and help understand customer behaviour, their intention to spend, intent to recommend, usage of interactive service, intent to change operator etc
• Help understand key business drivers & their impact on service delivery
• Identify target customer segments for future strategic decisions
Highly appreciated for project completion within 9 months of inception, for first of its kind project attempted in India
Won best Research Project for the Amdocs Innovation Team 2013
Successful Pilot run completion in 2014 displaying huge impact to Amdocs Customer Experience Solutions (CES) Portfolio.
This document summarizes a research study that examined the influence of service quality on word-of-mouth for participants at private vocational training institutions in East Java, Indonesia. The study analyzed how service quality, institution image, customer relationship management, and participant satisfaction affect word-of-mouth. A survey was conducted of 295 participants across several cities. The results showed that service quality positively influences institution image, customer relationship management, and participant satisfaction, which then positively influence word-of-mouth. Institution image was found to have the largest influence on word-of-mouth. The study provides insights for marketing services in education and training.
A STUDY ON CUSTOMERS SATISFACTION OF BARTI AIRTEL TELECOMMUNICATION IN TIRUPU...saravana vel.k
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.
Final report sip at reliance communications ltd. (2)nitindr
This document provides a report on value added services (VAS) at Reliance Communications Ltd. It begins with an introduction and background on VAS. It then discusses the telecom industry structure and competition. The report profiles Reliance Communications and analyzes their VAS offerings. It also examines VAS market trends and how Reliance compares to competitors. Further, it outlines VAS promotion strategies used by Reliance and proposes market research plans to analyze retail integration and customer behavior for VAS.
STUDY OF CUSTOMER PREFERENCE TOWARDS AIRTELAshish Gupta
The document provides an overview of the mobile services industry and Bharti Airtel in India. It discusses that India has seen rapid growth in mobile subscribers, exceeding expectations. Key points include: Bharti Airtel is a leading mobile service provider in India with over 25 million subscribers; It operates across various business segments including mobile, broadband, enterprise services; The mobile market is growing rapidly with competition between providers like Airtel, Reliance, and Idea Cellular.
The Report is all about “STUDY OF MARKET POTENTIAL FOR 4G
BUSINESS IN PUNE” and also to know about the customer
perceptions and attitudes towards their current service provider.
Satisfaction level of the customers was also judged. The customer
expectations were analyzed thoroughly. Major factors considered in
research are: what are the needs of the companies based on the data
services usage, major player in internet services, and support to
customers.
The research was conducted on companies mainly from Industries like
IT, Education, Manufacturing and others which are located in Pune
city.
It is clear from the survey done that Reliance & Tata are Leading
Internet service Provider; they are providing products like Data Card,
Broadband etc to the corporate end users. Most of the companies are
getting internet speed form 1MBPS-4MBPS. Most of the companies
are having good perception about 4 G and are willing to switch to it
from their current service provider. Speed of 4G is around than 30 to
35 MBPS, is going too boom the Market. Because majority of the
companies are facing Speed problem with their current ISP.
This document discusses digital marketing strategy for Reliance Jio Infocomm Ltd. It begins with an introduction to digital marketing and an overview of Reliance Jio. It then covers segmentation, targeting, and positioning of customers. An analysis identifies key online platforms for promotion based on traffic. It also examines competitors' strategies and performs a SWOT analysis. Surveys analyze effective digital platforms and target demographics. The document concludes digital tools like Google AdWords and Facebook ads are best for promoting the brand online.
Customer Satisfaction Survey and consumer behaviour report towards Airtelsruthisubhash
This document provides an overview of customer satisfaction measurement and surveys. It discusses definitions of customer satisfaction, key factors that determine accuracy in measurement like representative sampling, and common methodologies used like SERVQUAL, Kano model, and J.D. Power surveys. Improving customer satisfaction requires understanding customer expectations and feedback through surveys. The benefits of surveys are that they can quickly capture information at low cost, but responses may be influenced by biases.
This document provides a profile of Bharti Airtel Limited, one of the largest telecommunications companies in the world. It operates mobile and fixed line services across 19 countries in Asia and Africa. In India, Airtel is the largest mobile service provider with over 164 million subscribers. The company provides 2G and 3G mobile services as well as fixed line, broadband, and DTH television services. Airtel's strategy focuses on maximizing revenue and market share by offering multiple telecommunication services and satisfying customers.
Airtel faces competition from Reliance Jio in India. Airtel outsources operations except marketing, sales and finance. Equipment is provided by Ericsson and Nokia, IT support by IBM. Transmission towers maintained by subsidiaries.
While Airtel and Jio both have resources and brands, Airtel has a more effective process which is most difficult for competitors to copy. Airtel has advantages over Jio as India's largest telecom player with market leadership, global recognition, and pan-India presence through strategic alliances.
Airtel's CRM strategy focuses on long-term customer connectivity and service to increase revenue through acquisition, cross-selling, and more efficient call centers
13489869 a-study-of-consumers-preference-and-satisfaction-towards-various-cel...DHANLAXMI BANK
This document provides an introduction to a study on consumer preference and satisfaction towards various cell phone service providers in Coimbatore, Tamil Nadu, India. It discusses the importance of consumer satisfaction to businesses and defines key terms like consumer, market, and marketing. The objectives of the study are to evaluate cell phones in India, ascertain attributes influencing customer selection of providers, and assess consumer satisfaction and problems faced with different providers in Coimbatore.
Jio and Airtel are two major telecom companies in India. Jio began as Reliance Industries' telecom subsidiary after acquiring spectrum licenses in 2010. It commercially launched services in 2016. Airtel was founded in 1984 and became India's first GSM mobile operator after winning a license in 1992. It has expanded across India and currently has the largest rural subscriber base. Both companies offer 4G services and plans, but their network sizes and customer bases differ based on their different histories and approaches to building out infrastructure. Overall, their competition has benefited customers by driving down prices and improving service quality.
This document is a project report submitted by Satya Narayan Behera to fulfill requirements for a Master of Business Administration degree from Sri Sathya Sai University. The project analyzes the customer focus of wireless telecom companies in India. It includes chapters on an introduction to the wireless telecom industry, literature review on key concepts like customer focus and satisfaction, theoretical frameworks for analysis, methodology used in the study including data collection and analysis techniques, findings from analyzing survey and regulatory data on customer satisfaction with major operators, and conclusions and recommendations. The overall goal is to evaluate telecom service providers' focus on customers and quality of service in India's competitive telecom environment.
The document is a major project report submitted by a student named Narender Singh Bhandari to fulfill requirements for a BBA program. The report examines customer satisfaction towards Airtel. It includes an executive summary that outlines Airtel's business operations and growth factors in India. It also provides details about Airtel's network infrastructure, services, and SWOT analysis. The report aims to understand customer psychology and buying behavior to help Airtel develop marketing strategies.
The document provides an introduction and overview of Bharti Tele-Ventures Limited (Bharti), a leading Indian telecommunications company. It acknowledges those who provided guidance and assistance during the project. It discusses Bharti's vision, mission, values, business areas including cellular services, fixed line services, internet and broadband, and national and international long distance services. It also describes Bharti's products and services offered with Airtel landline and broadband such as ISDN, broadband, WiFi, and Centrex. Finally, it outlines Bharti's main competitors in the market including MTNL and Reliance Infocom.
This document provides an overview of the 4G battle between major telecom companies in India - Airtel, Idea, Vodafone, and Jio. It discusses the key players and their 4G launch strategies. The entry of Jio disrupted the market with free voice calls and low data prices, prompting defensive strategies from competitors. This led to a price war that has benefited customers but also impacted market capitalization of companies. The document outlines developments like TRAI penalties, appeals of unfair competition, and changes to data plans in response to the intensifying 4G battle in India.
Reliance Industries Chairman Mukesh Ambani announced plans to launch 4G services in India under the Jio brand, including free voice calls, zero roaming charges, and affordable data plans priced well below competitors. Jio will aim to cover 90% of India's population by March 2017. Ambani announced several attractive introductory offers for Jio customers, including free data services for the first four months. Jio also plans to launch affordable smartphones under the LYF brand starting at Rs. 2,999. The launch of Jio's low-cost 4G services posed a major competitive threat to existing telecom companies like Airtel and Idea in India.
Reliance Jio is preparing to launch 4G services in India and the report analyzes the market potential in the Dahisar East area of Mumbai. Retailers were surveyed about customers' preferences, awareness of Jio, and willingness to sell Jio plans. Most customers prioritize connectivity and many retailers are likely to sell Jio plans. However, Jio needs to improve its network reputation and offer better margins to retailers to succeed in this market.
I'm Md. Riad Shahriar Riaz, student of Comilla University, Department Of MArketing.This is my BBA final internship report which is solely prepared by me.
This document provides an overview of a study conducted on customer satisfaction with BSNL products and services in India. It includes an acknowledgment section thanking various BSNL employees for their support. The synopsis indicates the study aimed to understand customer preferences, satisfaction levels and opinions regarding BSNL's mobile and landline services to provide suggestions to help BSNL improve service quality and build brand equity. The document then provides details on BSNL's company profile, revenue, investments and organizational structure to provide context around the telecom provider examined in the study.
This document is a research project report submitted for a Master's degree in Business Administration. It examines customer acquisition and retention of Airtel customers in Agra, India. The report includes an introduction to the topic, objectives of the study, literature review, research methodology, data analysis and findings. It also provides recommendations and conclusions, along with limitations and scope for further research. The project was conducted under the guidance of a faculty member and aims to understand strategies for improving Airtel's customer base in Agra.
The document is a thesis submitted by Naman Shah to analyze customer preference and satisfaction in the Indian telecom industry. It includes preliminary sections like the letter of consent from the thesis guide Prof. Pabitra Ranjan Chakravorty, a synopsis of the research objectives and methodology, and an executive summary of the findings. The thesis will critically examine factors influencing customer preferences, service provider quality, and current market satisfaction in the Indian telecom sector.
Dessertation on customer satisfaction from reliance jio servicesAmmy Chohan
The document discusses the telecom industry in India, providing background on the history and development of the sector from the 1990s onwards. It describes key events like the establishment of TRAI in 1997 to regulate the industry, the growth of private sector participation, and expansion of wireless networks and services. The telecom sector in India has grown rapidly over the past decades and now has over 1 billion subscribers, demonstrating the success of government reforms and policies in enabling access and competition in telecommunications.
major documentation(Telecom churn Based on ML).docxShravyaKandukuri
Here are the key requirements for the project:
- The software must be able to analyze customer data from multiple sources like customer records, call detail records, network logs etc. It needs to merge and clean this data.
- It must apply machine learning algorithms like logistic regression to build predictive models that can predict whether a customer will churn or not based on demographic and usage attributes.
- The models need to be trained on historical customer data and then tested to evaluate accuracy. Metrics like confusion matrix need to be used to assess model performance.
- The software should be able to prioritize customers most likely to churn so retention efforts can be focused. It generates a list of potential defectors.
- It is developed using
The telecom sector in India has undergone significant reforms and liberalization since the 1990s. Prior to 1991, the sector was operated as a public sector monopoly by BSNL, MTNL and VSNL. The National Telecom Policy of 1994 opened up the sector to private players. The sector is now regulated by TRAI, which was established in 1997 as an independent regulator. Reforms have led to rapid growth, with India now having the third largest telecom network globally. However, further reforms are still needed to address issues around spectrum management and rural connectivity.
The telecom sector in India has undergone significant reforms and liberalization since the 1990s. Prior to 1991, the sector was operated as a public sector monopoly by BSNL, MTNL and VSNL. The National Telecom Policy of 1994 opened up the sector to private players. The sector is now regulated by TRAI, which was established in 1997 as an independent regulator. Reforms have led to rapid growth, with India now having the third largest telecom network globally. However, further reforms are still needed to address issues around spectrum management and rural connectivity.
The document is a thesis submitted by Naman Shah to critically analyze customer preference and satisfaction in the Indian telecom industry. It contains 10 chapters that review literature on topics like the history and reforms of the Indian telecom sector, the major mobile service providers, different market segments, the growth of rural markets, foreign direct investment, 3G spectrum issues, and value-added services. The thesis was guided by Prof. Pabitra Ranjan Chakravorty of IIPM Ahmedabad and aims to understand improvements in customer preferences and satisfaction in the telecom sector through increased competition and quality of service.
This document provides an overview of the Indian telecom industry and discusses a study on consumer buying behavior and the impact of channels on consumer decisions to purchase data connections from Aircel Mobile. The study aims to understand consumer pre-purchase, in-purchase, and post-purchase behavior, perceptions, and attitudes toward Aircel data connections. The researcher conducted a survey of 100 respondents in Agartala and surrounding areas to analyze how attributes and referrals influence purchasing intentions. The analysis revealed that consumers are generally satisfied with Aircel's data connections and attributes, and that Aircel has performed well in attracting customers concerned about internet connection costs and pricing plans.
11 mobile phone research paper hari masterpiece HariMasterpiece
This document summarizes a study on consumer preferences and satisfaction towards mobile network service providers in Madurai City, India. The study analyzed data collected from 125 respondents through surveys. Key findings include:
1) The majority (78.4%) of respondents use prepaid mobile connections and prefer Jio for its fast internet speeds and unlimited calls/SMS.
2) Respondents are generally satisfied with their current provider but want improved coverage, voice quality, and lower recharge pack prices.
3) It is recommended that providers focus on network speed, coverage, call quality, and affordable recharge plans to better satisfy customers.
This document provides a summary of an internship report submitted by Anupam Kumar for his Master of Business Administration degree. The 6-week internship was completed at Bharti Airtel Ltd. in Noida, India from May 27th to July 6th, 2013. The report includes insights gathered on data marketing and Airtel Money in Uttar Pradesh - West Circle. It covers company profile, industry analysis, financial analysis and details of research projects conducted during the internship related to customer insights.
A STUDY ON CUSTOMER SATISFACTION IN RAMESH ELECTRICALS AND CONTRACTORSHimanshu Sikarwar
This document provides information about a study conducted on customer satisfaction at Ramesh Electricals and Contractors. It includes details about the company profile, the services offered by the company, a literature review on customer satisfaction, and the objectives and scope of the study. The study aims to understand customer purchase behavior and the factors considered before purchasing selected products and services from Ramesh Electricals. Data was collected through a survey of 200 customers and analyzed using various statistical tools to understand customer satisfaction levels. Key findings and suggestions are provided along with a conclusion.
The document provides an overview of the consumer durables industry in India. It discusses key segments like consumer electronics and appliances. It mentions major players like Samsung, LG, Sony and provides historical context on the growth of the industry in India. Statistics on market size, growth trends and product categories like TVs, refrigerators and ACs are presented. The document also discusses factors driving demand in India like rising incomes, financing availability and urbanization.
customer brand preferance mobile phone.pdf hariharan23900 hariharan 23900
ABOUT THE AUTHOR
Mr. N. Hariharan BCOM CS ., DDTP., DOA., IBM, Currently pursing MBA Firs year at AR SCHOOL OF BUSINESS , Dindigul, Tamil nadu, India, DDTP – Diploma in desk top publishing in computer Software College, vadipatty, Madurai (13 July 2014) year of completed.DOA – Diploma in office automation in success software academy, vadipatty, Madurai (14 July 2016) year of completed. E- Tally - in success software academy, vadipatty, Madurai (12.06.2017) year of completed. IBM- International Business Management European University. Professional diploma programme 23.04.2021
Sakthi Arts and Science College for Women, Ottanchatram, Dindigul. ONE DAY NATIONAL LEVEL SEMIAR ON “STRATEGICAL SKETCHING OF POST PANDEMIC TRANSFORMATION IN INDAN TREND AND COMMERCE” In won paper presentation FIRST PRIZE and Best paper Award at 23.03.2021.
M.G.R Educational and Research Institute, Maduravoyal, Chennai. ONE DAY NATIONAL LEVEL ONLINE SYMPOSIM “MATHEMA 21” in Paper presentation winning 3rd Place At 05.05.2021.
He has published 58 papers published in international journal. Attended 52 webinars, paper presentation in 18 college national and international conference. Then 7 awars World record holder in AMIRTHAM 2021. Main area of specialization Commerce and Management. Finally total certificate is 205 it’s including quiz, webinar, pledge, workshops.
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This document appears to be a project report submitted for an academic course. It includes sections on introduction, objectives, methodology, data analysis and interpretation, conclusions, and suggestions. The main findings are that Reliance Communication's customers reported the lowest satisfaction levels for after-sales service compared to other providers. The top concerns for RCom customers were service level issues. Suggestions to improve customer retention and sales within the limited territory are provided.
Factors affecting customer loyalty in telecom sector in indiaNicole Valerio
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11 mobile phone 9 entreperneurship rearch paper publishedin international jou...maaranhari
The document is a study on consumer preferences and satisfaction towards mobile network service providers in Madurai City. It analyzes data collected from 125 respondents through a survey. The key findings are:
1) The majority (78.4%) of respondents use prepaid mobile connections. Jio was ranked the highest and BSNL the lowest in terms of available mobile network services.
2) Factors that most impact satisfaction levels include core services like good coverage, connectivity quality and call rates. Brand name was also found to influence consumer preferences.
3) It is recommended that telecom companies focus on improving coverage, data plans, connectivity quality and customer service to better satisfy consumers and strengthen their business.
1) The study examined consumer preferences and satisfaction towards mobile network service providers in Madurai City. A survey was conducted of 125 respondents to understand factors influencing consumer satisfaction levels.
2) Results found that network coverage, call quality, call plans and pricing most impacted satisfaction levels. Brand name was also found to influence consumer preferences.
3) It was recommended that telecom companies focus on network availability, pricing of talk time plans, coverage and quality of service to improve consumer satisfaction.
1) The study examined consumer preferences and satisfaction towards mobile network service providers in Madurai City. A survey was conducted of 125 respondents to understand factors influencing consumer satisfaction levels.
2) Results found that network coverage, call quality, call rates and data speeds most impacted satisfaction levels. Brand name was also found to influence consumer preferences.
3) It was recommended that telecom companies focus on improving network coverage, data plans, call rates and quality to boost consumer satisfaction and loyalty. Jio was ranked the highest among available service providers based on services provided.
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Andreas Schleicher presents PISA 2022 Volume III - Creative Thinking - 18 Jun...EduSkills OECD
Andreas Schleicher, Director of Education and Skills at the OECD presents at the launch of PISA 2022 Volume III - Creative Minds, Creative Schools on 18 June 2024.
Elevate Your Nonprofit's Online Presence_ A Guide to Effective SEO Strategies...TechSoup
Whether you're new to SEO or looking to refine your existing strategies, this webinar will provide you with actionable insights and practical tips to elevate your nonprofit's online presence.
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
THE SACRIFICE HOW PRO-PALESTINE PROTESTS STUDENTS ARE SACRIFICING TO CHANGE T...indexPub
The recent surge in pro-Palestine student activism has prompted significant responses from universities, ranging from negotiations and divestment commitments to increased transparency about investments in companies supporting the war on Gaza. This activism has led to the cessation of student encampments but also highlighted the substantial sacrifices made by students, including academic disruptions and personal risks. The primary drivers of these protests are poor university administration, lack of transparency, and inadequate communication between officials and students. This study examines the profound emotional, psychological, and professional impacts on students engaged in pro-Palestine protests, focusing on Generation Z's (Gen-Z) activism dynamics. This paper explores the significant sacrifices made by these students and even the professors supporting the pro-Palestine movement, with a focus on recent global movements. Through an in-depth analysis of printed and electronic media, the study examines the impacts of these sacrifices on the academic and personal lives of those involved. The paper highlights examples from various universities, demonstrating student activism's long-term and short-term effects, including disciplinary actions, social backlash, and career implications. The researchers also explore the broader implications of student sacrifices. The findings reveal that these sacrifices are driven by a profound commitment to justice and human rights, and are influenced by the increasing availability of information, peer interactions, and personal convictions. The study also discusses the broader implications of this activism, comparing it to historical precedents and assessing its potential to influence policy and public opinion. The emotional and psychological toll on student activists is significant, but their sense of purpose and community support mitigates some of these challenges. However, the researchers call for acknowledging the broader Impact of these sacrifices on the future global movement of FreePalestine.
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إضغ بين إيديكم من أقوى الملازم التي صممتها
ملزمة تشريح الجهاز الهيكلي (نظري 3)
💀💀💀💀💀💀💀💀💀💀
تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
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Traditional Musical Instruments of Arunachal Pradesh and Uttar Pradesh - RAYH...
Nizar+project
1. A STUDY ON CUSTOMER PERCEPTION OF AIRTEL
BROADBAND SERVICES AMONG SMALL MEDIUM
ENTERPRISES
COCHIN
PROJECT REPORT
Submitted by
MOHAMMED NIZAR. N
REG.NO:2787029
In partial fulfillment of the requirement
for the Award of the
MASTER’S DEGREE IN
BUSINESS ADMINISTRATION
Under the Guidance
Of
Mr. Charles R.Jebasingh, MBA.
DEPARTMENT OF MANAGEMENT STUDIES
NESAMONY MEMORIAL CHRISTIAN COLLEGE
Marthandam, Kanyakumari.
1
2. DEPARTMENT OF MANAGEMENT STUDIES
NESAMONY MEMORIAL CHRISTIAN COLLEGE
MARTHANDAM
CERTIFICATE
This is to certify that the project study entitled “CUSTOMER
PERCEPTION STUDY ON AIRTEL BROADBAND SERVICES
AMONG SME CUSTOMERS.”, is a bonafide work done by
MOHAMMED NIZAR.N, Reg. No.2787029 and submitted in partial
fulfillment of the award of degree in Master of business
Administration, before Manonmaniam Sundaranar University,
Tirunelveli.
Faculty Guide Head of the Department
Prof. CHARLES R.JEBASINGH Prof. C.T.SAM LUTHER
2
3. DECLARATION
I, MOHAMMED NIZAR, DO hereby declare that the project
“Customer perception study on Airtel broadband services among
SME customers” submitted in partial fulfillment of the award of the
Master Of Business Administration Degree of the Manonmaniam
Sundaranar University, Tirunelveli, has been carried out by me
under the guidance and supervision of Mr. Charles R. Jebasingh,
faculty of MBA Department, Nesamony Memorial Christian College,
Marthandam.
It has also not being submitted by me or any body for the
award of any other degree or diploma of this or any other
institution earlier.
Marthandam N.MOHAMMED NIZAR
Date:
3
4. ACKNOWLEDGEMENT
First and foremost, I thank the Almighty God for sustaining
the enthusiasm with which plunged into this endeavor.
I avail this opportunity to express my profound sense of
sincere and deep gratitude to many people who are responsible for the
knowledge and experience I have gained during the project work.
I extend my overwhelming gratitude to Prof. C.T. Sam Luther,
Head of Department, MBA, for his valuable guidance and meticulous
supervision during the preparation of this Project Report.
I have great pleasure in expressing my deep sense of gratitude to
guide Mr. Charles, (Dept. Management Studies), for his valuable and
prompt guidance without which this project would not have been a
successful one.
I would like to express my deep sense of gratitude to my Guide
Mr.Sageesh, manager (SME Head) for their valuable help through the
project work.
My hearty and inevitable thanks to all the respondents who is
helped me to bring out the project in a successful manner.
Last but not the least; I extend my gratitude towards my parents,
faculties and friends who extended their wholehearted support towards
the successful completion of this Project Work.
MOHAMMED NIZAR.N
4
5. CONTENTS
Title
Chapter 1
1.1 Introduction
1.2 Industry Profile
1.3 Company Profile
Chapter 2
2.1 Research Methodology
2.2 Objectives of the Study
2.3 Need and Scope
2.4 Formulation of Hypothesis
2.5 Limitations of the study
Chapter 3
3.1 Analysis and Interpretation
Chapter 4
4.1 Findings
4.2 Suggestions
4.3 Conclusion
Bibliography
Appendix
5
6. LIST OF TABLES
Tabl Title Page
e no no
1. Table showing the necessity of net connection in the organizations
2. Table showing the type of connection used in the organization.
3. Table showing the number of systems used in the organizations
4. Table showing telecom expense for voice
5. Table showing telecom expense for Data transmission
6. Table showing the reason for choosing Airtel broad band
connection
7. Table showing customer rating of speed of data transmission
8. Table showing customer rating of safety of data transmission
9. Table showing customer rating of security of data processing
10. Table showing customer ranking of usage experience
11. Table showing customer rating of after sales service
12. Table showing customer rating of how Airtel helped the customers
to solve their problem
13. Table showing rating of Airtel broadband with other competitors in
the same product category
14. Table showing the overall satisfaction level of Airtel broadband
customers.
6
7. LIST OF CHARTS
Char Title Page
t no
no
1. Chart representing the necessity of net connection in the
organizations
2. Chart representing the type of connection used in the organization.
3. Chart representing the number of systems used in the organizations
4. Chart representing telecom expense for voice
5. Chart representing telecom expense for Data transmission
6. Chart representing the reason for choosing Airtel broad band
connection
7. Chart representing customer rating of speed of data transmission
8. Chart representing customer rating of safety of data transmission
9. Chart representing customer rating of security of data processing
10. Chart representing le showing customer ranking of usage
experience
11. Chart representing customer rating of after sales service
12. Chart representing customer rating of how Airtel helped the
customers to solve their problem
13. Chart representing rating of Airtel broadband with other
competitors in the same product category
14. Chart representing the overall satisfaction level of Airtel broadband
customers.
7
9. Executive Summary
The SIP titled ‘To study the Customer Perceptions study of AIRTEL
broadband Services among the Small and Medium Enterprise Customers in
Cochin’. The main objective of the study was to know how the customers of
AIRTEL Broadband perceive its Services in Cochin City are satisfied with
the services provided by AIRTEL and also to identify the factors affecting
the preferences of the customers. As a part of my study I covered most of the
areas in and around Ernakulam District including places like Kakanad,
Aluvae, Panapilly Nagar, Giri Nagar, Kadavanthara and Ravipuram. The
sampling technique used for this study was simple random sampling and the
sample size was 100.The tool which I used to analysis the data was simple
average method and the data’s where put in tabular form as well as in chart
form also.
As a result of this survey I was able to conclude that more than 70% of the
customer was satisfied by the service provided by AIRTEL and the factors
like customer service, technical factors affected the preference of consumers
in choosing AIRTEL.
9
11. INTRODUCTION TO THE STUDY
The management thesis which I was done as a part of my studies is “A
study on customer perception of Airtel broadband services
among small medium enterprises, Cochin”. The study I conducted
provided me an excellent opportunity to implement all that I have learnt in
my class room sessions in the practical outfield.
The Bharti AIRTEL landline and broadband services has there in the
market of Ernakulam for last three and a half years. In this three and a half
year time they have made there own identity in the market has a landline and
broadband service provider with a good number of high pulsing customers.
Among those good pulsing customers the SME customers are also one of
them. AIRTEL mainly focus on the customers of SME customers who pays
the average monthly bill amount of above Rs.2500/-. I am doing my thesis
on this particular topic due to the reason that I believe it will help me know
more about the marketing strategy, competitiveness and also about the
customer behavior. My thesis will help the company to know more about
their strength, customers and the area where they have to concentrate more
and also about their competitor’s strategy. This will also help the company
to build a good relationship with the customers.
11
12. CUSTOMER
A customer is someone who makes use of the paid products of an
individual or organization. This is typically through purchasing or renting
goods or services.
The word historically derives from “custom”, meaning “habit”; a
customer was someone who frequented a particular shop, who made it a
habit to purchase goods of the sort the shop sold there rather than elsewhere,
and with whom the shopkeeper had to maintain a relationship to keep his or
her “custom”, meaning expected purchases in the future. The shopkeeper
remembered the sizes and preferences of his or her customers, for example.
The word did not refer to those who purchased things at a fair or bazaar, or
from a street vendor.
Types of customers
Customers can be classified into two main groups: internal and
external. Internal customers work for the organization, possibly in another
department or another branch. External customers are essentially the general
public.
Internal customers
People working in different departments of the vendor’s organization.
People working in different branches of the vendor’s organization.
External customers
Individuals
Businesses or business people, including suppliers, bankers and
competitors.
12
13. NGOs, Government bodies, Voluntary organizations.
Needs and Expectations
Customer needs may be defined as the facilities or services a customer
requires to achieve specific goals or objectives. Needs are generally no-
negotiable, but may be optional or of varying importance to the customer. In
any transaction, customers seek value-for-money, and will often consider a
range of vendors’ offers before settling on a purchase.
Customer expectations are based n perceived values of facilities or
services as applied to specific needs. Expectations are influenced by cultural
values, advertising, marketing, and other communications, both with the
supplier and with other sources. Expectations are negotiable and modifiable.
Both customer needs and expectations may be determined through
interviews, surveys, conversations or other methods of collecting
information. Customers at times do not have a clear understanding of their
needs. Assisting in determining needs is a valuable service to the customer,
the process, expectations may be set or adjusted to correspond to known
product capabilities or service levels.
A Customer can be defined on a businessman’s or sellers’s point of view
as:-
A customer is the most important person in any business.
A customer is not dependent upon business. Business is dependent upon
him.
A customer is an essential part of the business- not an outsider
A customer is not just money in the cash register. He is a human being
with feelings and deserves t be treated with respect.
13
14. A customer is a person who comes to sellers with his needs and his
wants. It is seller’s job to fill them.
A customer deserves the most courteous attention the businessmen can
give him.
He is the lifeblood of every business. He pays the salary. Without him
business would have to closed the doors. As marketers we must never
forget int.
Thus customer is treated as the most important fundamental aspect of
marketing other than competitor and values.
CUSTOMER SATISFACTION
Customer satisfaction is a business term which is used to capture the
idea of measuring how satisfied an enterprise’s customers are with the
organization’s efforts in a market place.
Every organization has customers of some kind. The organization
provides products (goods and/or services) of some kind to its customers
through the mechanism of a marketplace. The products that organization
provides are subject to competition whether by similar product6s or by
substitution products.
The reason an organization is interested in the satisfaction of its customers is
because customers purchase the organization’s products. Te organization is
interested in retaining its existing customers and increasing the number of its
customers.
Customer satisfaction is an ambiguous and abstract concept and the
actual manifestation of the state of satisfaction will vary from person to
person. The state of satisfaction depends on a number of both psychological
and physical variables.
14
15. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can
compare the organization’s products.
Because satisfaction is basically a psychological state, it is a difficult
thing to measure quantitatively. In other words, there are no units of
satisfaction that have been defined.
The usual measures of customer satisfaction involve a survey
instrument with a set of statements. The customer is asked to evaluate each
statement and then select from a scale how the customer agrees or disagrees
with statement.
General model
A general model of the buyer decision process consists of the
following steps:
Want recognition;
Search of information on products that could satisfy the needs of the
buyer;
Alternative selection:
Decision-making on buying the product;
Post-purchase behavior.
Customer satisfaction
There exists an interaction between the desired results and customer
satisfaction, customer loyalty and customer retention. They may go by other
names such as patients, clients, buyers, etc. without the customer, it is
impossible for any business to sustain itself. Achieving the desired results is
frequently a result of customer action. Any business without a focus on
customer satisfaction is at the mercy of the market. Without loyal customers
15
16. eventually a competitor will satisfy those desires and your customer
retention rate will decrease.
There exists an interaction between the desired results and customer
satisfaction, customer loyalty and customer retention. They may go by other
names such as patients, clients, buyers, etc. without the customer it is
impossible for any business to sustain itself.
Achieving the desired results is frequently a result of customer actions. Any
business without a focus on customer satisfaction is at the mercy of the
market. Without loyal customers eventually a competitor will satisfy those
desires and your customer retention rate will decrease.
There are several levels of Customers, they are:-
Dissatisfied customer – Looking for someone else to provide product
or service
Satisfied customer – Open to the newt better opportunity
Loyal customer – Returns despite offers by the competition
One of the ways to help obtain loyal customers is by having products and
services that there is very little chance that the customer requirements will
not be met and make them delightful. Of course one of the difficult is,
understanding the true customer requirements. Even when you have the
requirements in advance the customer can and will change them without
notice or excuse. Having a good recovery process for a dissatisfied customer
is a necessity.
Customer satisfaction measurement program
Customer satisfaction research is not an end unto itself. The purpose,
of course, in measuring customer satisfaction is to see where a company
stands in this regard in the eyes of its customers, thereby enabling service
16
17. and product improvements which will lead to higher satisfaction levels. The
research is just one component in the quest to improve customer satisfaction.
Customer satisfaction and consumer behavior are very closely
related. Consumer behavior is lightly different from customer satisfaction.
Consumer Behavior is the study of how people buy, what they buy, when
the buy and why they buy. It is a sub category of marketing that blends
elements from psychology, sociology, socio psychology, anthropology and
economics. It attempts to understand the buyer decision making process,
both individually and in groups, it studies characteristics of individual
consumers such as demographics, psychographics, and behavioral variables
in an attempt to understand people’s wants, it also tries to assess influences
on the consumer from groups such as family, friends, reference groups, and
society in general, today the customer satisfaction is also termed as customer
delight; rather than satisfaction present day marketers try to make the
customers delight. Indian business is facing a variety of newer challenges.
The economy requires a different set of marketing responses, a major
business response is to sustain freshness in marketing and, to locate business
response is to sustain freshness in marketing and, to locate better approaches
for delighting customers, the name of the current marketing game is to
sharply focus on customer satisfaction and retaining the satisfied customer
for life. The idea of delighting customers may sound simple. However, it
demands extreme concentration and creativity in making it happen, it
requires an organizational approach. Thus, the route to customer delight is
most enduring when the entire organization is structured and geared for it
under the challenge leadership of marketing. The marketers need an array of
marketing skills, concepts and frame works for ensuring customer delight.
Models of consumer behavior:
17
18. One of the best known of the explanatory models that have been
developed to explain the interactions involved is that of Howard and Sheth.
This contains a deal of common sense, although, as is often the case with
such models, the rather obscure terminology makes it appear more confusing
than it really is. The ‘inputs’ (stimuli) that the consumer receives from his or
her environments are
1. Significative – the ‘real’ (physical) aspects of the product or
service (which the consumer will make use of)
2. Symbolic – the ideas or images attached by the supplier (for
example by advertising)
The ‘outputs ‘are what happens, the consumer’s actions, as
observable results of the input stimuli.
Between the inputs and outputs are the ‘constructs’, the processes
which the consumer goes through to decide upon his or her actions.
Howard and Sheth group these into two areas:-
1. Perceptual – those concerned with obtaining and handling
information about the product or service,
2. Learning – the processes of learning that lead to the decision
itself
Such models can help theorists to explain consumer behavior better,
but it can be difficult to put them to practical use.
Brand Image and Brand Identity and Corporate Identity:
Brand image, in the other hand, is the totality of consumer
perceptions about the brand, or how they see it, which may not coincide with
brand identity, companies have to work hard on the consumer experience to
make sure that what customers see and think is what they want then to.
18
19. Brand identity is the total proposition that a company makes to
consumers – the promise it makes. It may consist of features and attributes,
benefits, performances, quality, service support, and the values that the
brand possesses. The brand can be viewed as a product, a personality, a set
of values, and a position it occupies in people’s minds. Brand identity is
everything the company wants the brand to be seen as,
Corporate identity is concerned with the visual aspects of a
company’s presence, when companies undertake corporate identity
exercises; they are usually modernizing their visual image in terms of logo,
design, and collaterals. Such efforts do not normally entail a change in brand
values so that the heart of the brand remains the same what it stands for, r its
personality.
Unfortunately, many companies do not realize this fallacy, as they
are sometimes led to believe by agencies and consultancy companies that
visual changes will change the brand image. But changes to logos, signage,
and even outlet design do not always change consumer perceptions of
quality, service, and the intangible associations that come to the fore when
the brand name is seen or heard.
In total Tse and Wilton (1988) has given some detail in their
definition for customer satisfaction as:-
“The consumer’s response to the evaluation of the perceived
discrepancy between prior expectations (or some norm of performance) and
the actual performance of the product as perceived after its consumption”.
19
20. 1.2 Industry Profile
The telecom industry is one of the fastest growing industries in India. India
has nearly 200 million telephone lines making it the third largest network in
the world after China and USA. With a growth rate of 45%, Indian telecom
industry has the highest growth rate in the world.
History of Indian Telecommunications started in 1851 when the first
operational land lines were laid by the government near Calcutta (seat of
British power). Telephone services were introduced in India in 1881. In
1883 telephone services were merged with the postal system. Indian Radio
Telegraph Company (IRT) was formed in 1923. After independence in 1947,
all the foreign telecommunication companies were nationalized to form the
Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic
service and the government considered it best to bring under state's control.
The first wind of reforms in telecommunications sector began to flow in
1980s when the private sector was allowed in telecommunications
equipment manufacturing. In 1985, 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). In 1986, two wholly government-owned companies were created:
the Videsh Sanchar Nigam Limited (VSNL) for international
telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for
service in metropolitan areas.
20
21. In 1990s, telecommunications sector benefited from the general opening up
of the economy. Also, examples of telecom revolution in many other
countries, which resulted in better quality of service and lower tariffs, led
Indian policy makers to initiate a change process finally resulting in opening
up of telecom services sector for the private sector. National Telecom Policy
(NTP) 1994 was the first attempt to give a comprehensive roadmap for the
Indian telecommunications sector. In 1997, Telecom Regulatory Authority
of India (TRAI) was created. TRAI was formed to act as a regulator to
facilitate the growth of the telecom sector. New National Telecom Policy
was adopted in 1999 and cellular services were also launched in the same
year.
Telecommunication sector in India can be divided into two segments: Fixed
Service Provider (FSPs), and Cellular Services. Fixed line services consist of
basic services, national or domestic long distance and international long
distance services. The state operators (BSNL and MTNL), account for
almost 90 per cent of revenues from basic services. Private sector services
are presently available in selective urban areas, and collectively account for
less than 5 per cent of subscriptions. However, private services focus on the
business/corporate sector, and offer reliable, high- end services, such as
leased lines, ISDN, closed user group and videoconferencing.
Cellular services can be further divided into two categories: Global System
for Mobile Communications (GSM) and Code Division Multiple Access
(CDMA). The GSM sector is dominated by Airtel, Vodafone-Hutch, and
Idea Cellular, while the CDMA sector is dominated by Reliance and Tata
21
22. Indicom. Opening up of international and domestic long distance telephony
services are the major growth drivers for cellular industry. Cellular operators
get substantial revenue from these services, and compensate them for
reduction in tariffs on airtime, which along with rental was the main source
of revenue. The reduction in tariffs for airtime, national long distance,
international long distance, and handset prices has driven demand.
Market Share of Public and Private Players
Both fixed line and mobile segments serve the basic needs of local calls,
long distance calls and the international calls, with the provision of
broadband services in the fixed line segment and GPRS in the mobile arena.
Traditional telephones have been replaced by the codeless and the wireless
instruments. Mobile phone providers have also come up with GPRS-enabled
multimedia messaging, Internet surfing, and mobile-commerce. The much-
awaited 3G mobile technology is now entered the Indian telecom market.
The GSM, CDMA, WILL service providers are all upgrading themselves to
provide 3G mobile services.
Along with improvement in telecom services, there is also an improvement
in manufacturing. In the beginning, there were only the Siemens handsets in
India but now a whole series of new handsets, such as Nokia's latest N-
series, Sony Ericsson's W-series, Motorola's PDA phones, Apple iphone,
Blackberry mobile etc. have come up. Touch screen and advanced
technological handsets are gaining popularity. Radio services have also been
incorporated in the mobile handsets, along with other applications like high
storage memory, multimedia applications, multimedia games, MP3 Players,
22
23. video generators, Camera's, etc. The value added services provided by the
mobile service operators contribute more than 10% of the total revenue.
Public
Private 48%
52%
The telecom sector in the country has already adopted the latest
technological advancements to cater to the demands of the growing market.
Telecom Expo India, Convergence India, VAS India and IPTV India being
organized year to year are all efforts in this direction.Moreover, with cheaper
handsets and lesser tariffs, it is expected that by the year 2010 there will be
over 500 million subscribers in the Indian telecom market. Also, the telecom
industry this year will be focusing more on rural areas to connect them with
the urban areas so that the farmers and the small-scale industries can have
faster access to information related to weather and market conditions.
1.3 Company Profile
23
24. Bharti Airtel
Telecom giant Bharti Airtel is the flagship company of Bharti
Enterprises. The Bharti Group, has a diverse business portfolio and has
created global brands in the telecommunication sector. Bharti has recently
forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with
Wal-Mart for the cash & carry business. It has successfully launched an
international venture with EL Rothschild Group to export fresh agri products
exclusively to markets in Europe and USA and has launched Bharti AXA
Life Insurance Company Ltd under a joint venture with AXA, world leader
in financial protection and wealth management.
BHARTI AIRTEL LTD started in July 7 1995.Its head quarters is at
Delhi. In 1998 company started their first land line operation. Airtel is the
name of their brand. AIRTEL stands for Affectionate, Interested, Respectful,
Tolerant, Energetic and loving .Their logo is “Think fresh Deliver More”.
Their first company is Bharti Cellular Limited under the brand name of
Airtel. Another one is Bharti Tele Sonic Ltd under the brand name of India
One. Then Bharti Tele Net Ltd under the brand name of Touch Net. Another
one is Bharti broad band Ltd under the brand name of Manthra Online. The
companies Bharti Telenet Ltd and Bharti Broadband Ltd combined together
and form Bharti Broadband and Teleservices Ltd. After sometime the
companies Bharti Telesonic Ltd and Bharti Broadband and Teleservices Ltd
combined together and form Bharti Infotel Ltd. In 13th September 2004 all
the four companies combined together and form Bharti AIRTEL Ltd.
Bharti Airtel is one of India's leading private sector providers of
24
25. telecommunications services with more than 79 million subscribers as of
November 2008.
Airtel comes to you from Bharti Airtel Limited, India’s largest
integrated and the first private telecom services provider with a footprint in
all the 23 telecom circles. Bharti Airtel since its inception has been at the
forefront of technology and has steered the course of the telecom sector in
the country with its world class products and services. The businesses at
Bharti Airtel have been structured into three individual strategic business
units (SBU’s) –
1. Mobile Services
2. Airtel Telemedia Services
3. Enterprise Services.
The mobile business provides mobile & fixed wireless services
using GSM technology across 23 telecom circles while the Airtel
Telemedia Services business offers broadband & telephone services in 95
cities. The Enterprise services provide end-to-end telecom solutions to
corporate customers and national & international long distance services
to carriers. All these services are provided under the Airtel brand.
25
26. Airtel Telemedia Services:
Airtel is offering broadband & Internet services across 94 cities
in India. It is powered by DSL technology which gives you blazing-fast;
secure Internet access as soon as you switch on your computer. It also
gives you the power of limitless discovery on Internet – from shopping
to banking, paying bills to making new friends and not to mention
endless fun & learning for children. The special features of Airtel
broadband services are,
Why wait to connect - With Airtel Broadband, the internet is
always ON, always available. No more waiting for dial-up to
connect. You are ready to use the internet as soon as you switch on
your computer.
Power Surfing - With speed of up to 2Mbps, feel the excitement of
doing more on Internet. Shop, download MP3, exchange heavy
files and chat at an enviable speed, all thanks to an extensive
Broadband Services infrastructure. No more disconnections in the
middle of download.
Surf while you talk - No more missed calls or blocked telephone
lines while using the internet. Airtel Broadband Services
connection does not block existing telephone lines and allows one
family member to use the phone while another member surfs the
net.
Robust installation - The world class infrastructure & end-to-end
digital network of underground copper cable lines ensure an
extremely robust connection that eliminates the risk of damage.
26
27. Superior server technology and a dedicated port provide total
security to data storage and information exchange through the
Internet.
24x7 customer supports – The 24x7 customer support unit helps
you to serve better. It works for round-the-clock, 365 days a year.
The customer feedbacks are carried out with great care.
Speed on demand – The customer can enjoy a dedicated speed of
up to 2 Mbps without having to change your subscription plan.
What’s more, you only pay for what you use.
Airtel PC security - Airtel along with F–Secure, one of the best in
PC security, provides you with a service that tries to answer a
Broadband customer’s most frequently asked question “Is my PC
safe?”.
Payment options – Airtel offers you a number of payment methods
like cash payment, ECS- Easy payment method, Credit card
method, check drop boxes, online payment. You can choose any
one of the method for paying the cash.
Services:
The services offered by Airtel Broadband & Internet are listed below:
1. Video Surveillance Solutions
With this service you can observe your office, warehouse, shop
and staff from your PC from anywhere and at all times, with the Video
Surveillance Solution.
2. In Touch
In Touch is a great way to stay connected. It is an easy-to-use
personal communications service that connects you with your friends and
27
28. family, using a PC or a TV and a Broadband (high speed) Internet
connection. With In Touch you can do various activities like Video &
Audio messaging, video & Audio Calling, Video Postcard TM service
etc.
3. NetXpert
NetXpert is automated broadband care technology. Globally
accepted and successfully used by over 38 million customers worldwide,
the NetXpert provides immediate solutions for Internet connectivity
related problems. The NetXpert helps in the speedy installation and
activation of the Broadband connection on your PC. Thereafter, it helps
to identify any system or network problems that may come up from time
to time. With NetXpert, you can detect and repair most problems, all by
yourself, and experience the joys of uninterrupted Broadband.
4. Online Tests
Airtel Broadband Services offer you online competitive tests for
GRE, GMAT, SAT and MBA, from the comfort of your home.
5. Wifi
Wifi is a wireless technology brand by the Wifii Alliance that
gives you a host of fantastic advantages ranging from reliability to
security. The simple installation procedure gives you access to
unsurpassed performance instantly. Common applications for Wifi
include Internet and VoIP phone access, gaming, and network
connectivity for consumer electronics such as televisions, DVD players,
and digital cameras. Just like cell phones, televisions and radios, the
wireless network also uses radio waves.
28
29. Vision & promise
By 2010 Airtel will be the most admired brand in India:
Loved by more customers
Targeted by top talent
Benchmarked by more businesses
“We at Airtel always think in fresh and innovative ways about the needs of
our customers and how we want them to feel. We deliver what we promise
and go out of our way to delight the customer with a little bit more”.
Board of Directors
The board of directors of the Company has an optimum mix of executive
and non-executive directors, which consists of two executive and
fourteen non-executive directors.The Chairman and Managing Director,
Mr. Sunil Bharti Mittal, is an Executive Director and the number of
Independent Directors on the Board is 50% of the total board strength.
The independence of a director is determined on the basis that such
director does not have any material pecuniary relationship with the
Company, its promoters or its management, which may affect the
independence of the judgment of a Director. The board members possess
requisite skills, experience and expertise required to take decisions, which
are in the best interest of the Company.
29
30. The composition of the Board is as under:
9. Paul O’Sullivan
1. Sunil Bharti Mittal
Products of Bharti
Airtel Broadband and
2. Rajan Bharti Mittal 10. Pulak Chandan Prasad
Telephony Services.
DEL – Direct
3. Akhil Gupta 11. Bashir Abdulla Currimjee
Exchange Line –
Land line Phone
4. Rakesh Bharti Mittal 12. Ajay Lal
(Voice)
DSL – Digital
13. Arun Bharat Ram
5. Chua Sock Koong
Subscriber Line
– for data
Telephone
14. Manoj Kohli
6. N. Kumar
Instrument
Touchnet Dial-
up-service
15. Quah Kung Yang
7. Kurt Hellstrom
Business focus of
8. Mauro Sentinelli 16. Nikesh Arora
Bharti Airtel
Broadband and
Telephony Services.
Operational excellence
Reducing churns
Tightening cost
30
31. Utilizing capacity
Quality Policy of Bharti Airtel broadband and Telephony Services.
Reduction of error level.
Reduction of operating cost.
Reduction of cycle time.
Organizational Culture of Bharti.
Cut hierarchy to where knowledge resides.
Act transparently and couragebly.
Process focus of Bharti Airtel broadband and Telephony Services.
Process standisation and customization
Best practice replication
Speed of urgency
Strategy Of Bharti Airtel Broadband And Telephony Services.
Centralized reporting system
Customers of Bharti Airtel Broadband and Telephony Services.
31
32. Residents
Small and middle enterprises
PCO’s(public call office)
Corporate’s
Competitors Of Bharti In Broadband And Telephony Services.
Bsnl
Relience
Tata indicom
Asianet
AIRTEL Broadband and Telephony Services, Cochin.
The Bharti Airtel landline and broadband services has there in the market of
Ernakulam for last two and a half years. There are altogether 250 employees
in AIRTEL at Cochin. Mr.Anand is the Zonal Manager and he is the person
who is leading the marketing department. In marketing department there are
different segments such as SME, PCO, Mass and Cooperates and there is a
market construct department. In this two and a half year time they have
made there own identity in the market has a landline and broadband service
provider with a good number of high pulsing customers. As a new comer to
the landline and broadband field in which there are many other competitors
they were able to make profits and also they were able to make their
32
33. customers satisfy with their service. They have a good number of efficient
managers, sales officers, technicians and customer care service. They have
their customers in Mass (Residents), SME, PCO and Corporate.
Departments in Bharti Airtel Landline and Broadband Services, Kochi.
1. Marketing & sales
2. Finance
3. Customer service desk (csd)
4. Human resource & administration
5. Quality management
6. Technical
7. IT
8. Training and development
Organisation Structure of Bharati AIRTEL, Kochi.
33
34. PREM RAJ MENON
(HEAD OF OPERATIONS, KERALA)
ANAND
(ZONAL MGR, SALES HEAD, KOCHI)
RAMKRISHNAN KRISHNAKUM ANNIYAN
FINANCE SOMASUN
(CSD) AR (HR) (QUALITY) DRAM
(IT)
Capt.GANGADHARAN
AJAY (TRAINING)
(TECHNICAL)
2.1 RESEARCH METHEDOLOGY
The success of the analysis mostly depends on the methodology on
which it is carried out. The appropriate methodology will improve the
validity of the findings.
Area of the study:
34
35. The study was mainly concentrated on Ernakulam district.
Research Design:
Descriptive Research: Descriptive research includes survey and
fact-findings enquire of different kinds. The major purpose of descriptive
research is description of the state affairs, as it exists at present.
Data Collection:
The study is based on the data collected through primary and
secondary sources.
Primary Data:
An interview schedule was designed to collect primary data from
various broadband users.
Secondary Data:
Secondary data was collected from journals, magazines, web
sites and from other relevant publications.
Sampling Design:
The sampling design mainly consists of the sample taken for the
study along with the sample size, sample frame and sampling method.
Sample Universe:
All customers using broadband connection was taken as the sample
universe.
35
36. Sample Size:
From the universe, sample sizes of 100 customers were selected
for the purpose of the study.
Sample Frame:
The customers were selected on a random basis from which the
respondents were selected based on convenience.
Sampling Method:
Convenience sampling was used, based on the willingness and
availability of the respondents. The study was conducted on consumers with
different type of business.
Research period
The time for the project was limited to 45 days only (from 1-30
December). From this, 30 days was spent for the collection of data.
2.2 OBJECTIVES OF THE STUDY
The summer placement study helps the student to check whether the theory
and practice actually matches. Organizational exposure helps the student to know
how effectively they performed in the market.
The primary objectives of the study was,
36
37. • To Analyzing the satisfaction level of customers towards Airtel Broadband
service.
The secondary objectives of the study was,
a) To study how the customer choose their respective landline and
broadband services.
b) To find the awareness among the customers about Airtel Broadband and
its new products.
c) To find out the problems faced by the broadband users
d) To analyze the position of Airtel Broadband against its competitors.
e) To analyze the loyalty status of the consumers.
f) To identify the customer preferences.
g) To find out the strength and weakness of product and its competitors
h) To make suggestion, if any to improve existing condition.
i) to know if there are relationships between customer satisfaction and
customer loyalty.
2.3 NEED AND SCOPE OF THE STUDY
Today, for any organization or firm to survive in this competitive
world depends on its ability to be dynamic and be different from the
37
38. competition to be unique in the industry. Customer Satisfaction helps every
organization to keep the existing customer and to build new customer.
This research is aimed at profiling the standard customer with an
aim to increase the network and improve company-customer relations. The
information gathered through this research can be used by the company to
improve its services and became more customers friendly. This can increase
the goodwill of the company and its overall performance.
Thus this study is aimed to provide the management with some
knowledge about its status in market both in terms of sales and customer
awareness. The research also aims to provide some ideas to improve the
company’s present condition.
2.4 FORMULATION OF HYPOTHESIS
a) The more satisfied the customers are with the speed of data
transmission, the higher is the customer satisfaction.
38
39. b) The more satisfied the customers are with after sales service, the
higher is the overall satisfaction.
c) The process of getting the problem solved will increases the customer
loyalty and satisfaction
d) The higher is the overall satisfaction, the higher is the intention of
additional purchase. (up gradation or new purchase )
e) The higher is the overall satisfaction, the higher is the intention of
recommendation.
2.5 LIMITATIONS OF THE STUDY
39
40. a) The behavior of the customer while approaching them to fill the
questionnaire was unpredictable.
b) The shortage of time was another constrain for the study.
c) There may be error due to bias of respondents.
d) Lack of customer’s cooperation was a major constraint.
e) Majority of the customer were too aggressive in nature.
f) The sample was restricted to 300 customers, which may restrict the
scope and completion of study.
40
42. Opinion No. of respondents Percentage
Very much needed 57 57
Some what needed 39 39
Not so needed 4 4
Total 100 100
Chart 1
60 57
50
40 39
30
East
20
10
4
0
Much Some Not so
Needed what
The Interpretation is that 57 % of the organizations are primarily depending
on Internet usage. And 39 % of the organizations are using it as supporting
activity for doing their business. Only 4 % of the organizations are thinking
that internet is not necessary for doing there business.
Table showing the type of connection used in the organizations
Table 2
Connection type No. of respondents Percentage
Broadband 100 100
42
43. Dial-up 0 0
GPRS 0 0
others 0 0
Total 100 100
Chart 2
100
100
90
80
70
60
50
East
40
30
20
10
0 0 0
0
Broadband Dial-up GPRS others
The Interpretation is that all of the sample units were using Broadband
connection and none of them were using other type of connection for
organizational usage.
Table showing number of systems used in organizations
Table 3
Number of systems No. of respondents Percentage
Lesser than 10 76 100
10 – 20 16 16
43
44. 21 – 30 4 4
Greater than 30 4 4
Total 100 100
Chart 3
4% 4%
16% lesser than 10
10-20
21-30
Greater than 30
76%
The interpretation is that 76 percentage of the organization is having
less than 10 systems. Sixteen percentages of organizations are having
between ten to 20 computers. Only 4 organizations are having between
21-30 and greater than 30 systems.
Table showing telecom expense for voice
Table 4
Amount No. of respondents Percentage
Below 2500 45 45
2500-5000 37 37
5001-1000 13 13
Above 10000 5 5
44
45. Total 100 100
Chart 4
5%
13%
Below 2500
45%
2500-5000
5001-1000
Above 10000
37%
The interpretation is that around 45 % of the customers in the sample have
voice billing below 2500 Rs. 37 % of the customers have billing between
2500 and 5000. And 13 % of the customers have billing in between 5001
and 1000. Only 5 customers have billing above 10000.
Table showing telecom expense for Data transmission
Table 5
Amount No. of respondents Percentage
Below 2500 20 20
2500-5000 38 38
5001-1000 37 37
Above 10000 5 5
Total 100 100
Chart 5
45
46. Above 10000
Below 2500
5%
20%
5001-1000 Below 2500
37% 2500-5000
5001-1000
Above 10000
2500-5000
38%
The interpretation is that 20 % of the customers have Data (internet) billing
below 2500/- . 38 % of the customers have billing in between 2500 and
5000. 37 % of the customers have billing of between 5001 and 1000. The
remaining 5 % of the customers have data billing above 10000/- Rs.
Table showing reason for choosing Airtel broadband connection
Table 6
Characteristics No. of respondents Percentage
Offers 13 13
Service quality 37 37
Speed & security of 30 30
Data
Brand Name 20 20
Total 100 100
Chart 6
46
47. Brand Name Offers
20% 13%
Offers
Service quality
Speed & Security
Brand Name
Service quality
Speed & 37%
Security
30%
The interpretation is that only 13% of the customers preferred Airtel
broadband because of offers. The highest 37 % of the customers preferred
Airtel because of the quality of service offered by Airtel. The second most
30% of the customers have preferred because of the Speed of internet
service. It also shows the brand name also has some implication before
choosing Airtel Broadband services. 20% of the customer has chosen Airtel
because of the brand name ‘Airtel’.
Table showing customer rating of speed of Data transmission
Table 7
Ranking No. of respondents Percentage
Poor 6 6
Fair 21 21
Good 55 55
Very good 16 16
Excellent 2 2
Total 100 100
Chart 7
47
48. Excellent Poor
Very good
2% 6%
16% fair Poor
21%
fair
Good
Very good
Excellent
Good
55%
The interpretation is that around 55% of the customers rated the speed of
data transmission is very good in Airtel broadband. Only 6% of the
customers are worried about the speed. 2% of the customers rated it as
Excellent.
Table showing customer rating of Safety of Data transmission
Table 8
Ranking No. of respondents Percentage
Poor 6 6
Fair 20 20
Good 47 47
Very good 22 22
Excellent 5 5
Total 100 100
Chart 8
48
49. Excellent Poor
5% 6% Poor
Very good fair
22% 20% fair
Good
Very good
Excellent
Good
47%
The interpretation is that 47% of the customers rate safety of data as good.
22 % of customers ranked it as very good. Only 6 % of the customer feels it
as bad. The customer who ranked it excellent contributes 5 % of the sample
size.
Table showing customer rating of security of Data during processing
Table 9
Ranking No. of respondents Percentage
Poor 3 3
Fair 25 25
Good 45 45
Very good 19 19
Excellent 8 8
Total 100 100
Chart 9
49
50. Excellent Poor
8% 3% fair
Very good Poor
19% 25% fair
Good
Very good
Excellent
Good
45%
The interpretation is that 45 % of the customer has ranked network security
in Airtel broadband connection as good. Some 19 % has ranked it as very
good. Only 3% has ranked it as poor. 25% of the customers has ranked it as
fair.
Table showing customer ranking of usage experience
Table 10
Ranking No. of respondents Percentage
Poor 10 10
Fair 15 15
Good 38 38
Very good 25 25
Excellent 12 12
Total 100 100
Chart 10
50
51. Excellent Poor
12% 10% Poor
fair fair
15%
Very good Good
25% Very good
Excellent
Good
38%
The interpretation is that around 38% of the customers has ranked the usage
experience was good. 25% of the customers ranked it as very good. 12% of
the customers ranked it as excellent. Also 10 % of the customer rated it as
poor.
Table showing customer rating of after sales service
Table 11
Ranking No. of respondents Percentage
Poor 13 13
Fair 14 14
Good 35 35
Very good 26 26
Excellent 12 12
Total 100 100
Chart 11
51
52. Excellent Poor
12% 13% Poor
fair
fair
14%
Good
Very good Very good
26% Excellent
Good
35%
The interpretation is that, 12% of the customer has rated the after sales
service as excellent. Some 26 % rated it as very good and 35% as good. But
the concern is that 13 % of the customer also feel that the after sales service
is poor.
Table showing customer rating of How Airtel helped them solve their
problem
Table 12
Ranking No. of respondents Percentage
Poor 7 7
Fair 27 27
Good 53 53
Excellent 13 13
Total 100 100
Chart 12
52
53. Excellent Poor
13% 7%
fair Poor
27% fair
Good
Excellent
Good
53%
The interpretation is that 13 % of the customer feels that the connection with
Airtel broadband helped them to solve their network related problem which
exists in earlier. Most of around 53 % felt that, it was good. 27% of the
customer felt it was fair. Only 7% of the customer felt it as poor solving
their network problem.
Table showing Rating of Airtel broadband with other competitors in the
same category
Table 13
Ranking No. of respondents Percentage
Much better 45 45
Some what 35 35
Same 10 10
Worse 10 10
Total 100 100
Table 13
53
54. Worse
Same 10%
10%
Much better
45%
Much better
some what
some what Same
35% Worse
The interpretation is that around 45 % of the customers feel that Airtel
broadband is much better than other products in this category. 35% customer
feels that Airtel broadband is somewhat better than competitor products.
Around 10% of the customer feels that it has the same service as that of
competitors. And 10% of customer feels that it is worse than its competitors.
Overall satisfaction level of Airtel broadband customers
Table 14
Ranking No. of respondents Percentage
Highly dissatisfied 7 7
Dissatisfied 11 11
Average 19 19
Satisfied 44 44
Highly satisfied 19 19
Total 100 100
Chart 14
54
55. Highly
dissatisfied Highly dissatisfied
Highly Satisfied Dissatisfied
19% 7% Dissatisfied
11%
Average
Satisfied
Highly Satisfied
Average
19%
Satisfied
44%
The interpretation is that 19% of the SME customer is highly satisfied with
the overall service provided by Airtel broadband. 44% of the customer is
satisfied with the overall service offered by the service. Around 7% of the
customer are highly dissatisfied bye the service.
Findings
1. Quality of the service provided plays an important role
in keeping the existing customers and to bring new
customers.
2. In most of the organization, Internet plays an important
role in the day to day activities.
3. Most of the organizations prefer broadband connection
over other type of connection because of speed and
other compatibility of service.
4. A number of the organization preferred Airtel because
of the quality of service provided and also for the speed
of data transmission.
5. Many customers have rated the speed of data
transmission is very good. Some customers had
complaints regarding the speed. This is mostly due to
55
56. number of systems connected by single broadband
connection.
6. The safety and security of Airtel network is rated very
well by most of its customers. Safety of data is very
important in any type of organization. Airtel with its
own PC security suite helps organizations protect its
data from theft and prevents it from harmful attacks.
7. After sales service plays essential part of customer
satisfaction. More than 10% customers have complaints
regarding the after sales service of Airtel broadband.
But a number of customers have reported it excellent
and very good.
8. Customers feel Airtel broadband was much better than
other competitive products of the same category. This
shows the place Airtel has achieved in the minds of the
customer in Kochi region.
9. The overall satisfaction level is very high among
customers.
Suggestions
On completion of the project work “Customer perception towards
Airtel broadband service among Small and medium scale
industries (SME) customers of Cochin, I would like to give my
suggestions which the company can make use of:-
1. The customer rate quality of the service as the most relevant
one and hence Airtel Broadband services should maintain the
quality in services and should make improvements in this
feature.
2. Some customers are planned to discontinue because of high
billing and after sales service is not good. Though it is a
small percentage the company should focus on these to keep
the brand image in the minds of people.
56
57. 3. If any complaint is observed from the customers, it should
be dealt quickly. This will reduce the chance for
dissatisfaction.
4. Many dissatisfied customers asked for more information
about other plans or change of plans. So the dissatisfaction
may be due to providing wrong plans by the sales persons. So
the company can make use of this opportunity to retain its
customers by providing the right plans.
5. SME segment is a high potential market (especially in
Cochin) and the company should take care of more
promotional activities in which advertisement plays and
effective role and hence to have a competitive edge over
other brands.
6. Lack of awareness about the plans is high among customers.
So the company must provide an awareness program about
the specialized plans for them.
7. The detailed billing is provided as a value added service in
Airtel broadband. It is free of cost in its competitors like
BSNL. So the company could provide the service as free of
cost. It will help customers clear their doubts about billing
and hence to improve their satisfaction level.
CONCLUSION
The project titled “A study on customer perception of Airtel
broadband services among small medium enterprises, Cochin”
was carried out among the customers/consumers in Ernakulum
district. The overall objective of the study was to fine out how the
customer perceives Airtel broadband services and to find out their
satisfaction towards the service against its competitors. The study
revealed the picture of customers perception and satisfaction which
57
58. help Airtel broadband to encourage more people to be the
customers/consumers of Airtel Broadband.
58
59. BIBILIOGRAPHY
BIBLIOGRAPHY
• Philip Kotler and Gery Armstrong ,Principles of Marketing
Management
• Ramaswamy V.S, Namakumari S; Marketing management
• D.D. Sharma, Marketing Research
• Green & Tull, Marketing Research
• Kothari C.R, Research Methodology- Methods and Techniques;
• Second Edition; 2004
59
61. APPENDIX
QUESTIONNAIRE
• Name of the organization : _____________________
• Authorized Persons name and Contact No : _____________________
• Type of the Business : ______________________
• How Long in this Field : ______________________
1. Do you think Net-Connection is necessary for your organization?
Very much needed [ ]
61
62. Some what needed [ ]
Not so needed [ ]
2. Which Net-Connection is used in your Organization?
Broadband [ ]
Dial-up [ ]
GPRS [ ]
Others (Wireless...) [ ]
3. How many Systems are connected in the firm?
a) Less than 10 [ ]
b) 10 – 20 [ ]
c) 21 – 30 [ ]
d) Greater than 30 [ ]
4. Total Telecom Expense including voice & Data
a) voice
Below 2500 [ ] Above 2500 [ ]
5000-10000 [ ] Above 10000 [ ]
b) Data
Below 2500 [ ] Above 2500 [ ]
5000-10000 [ ] Above 10000 [ ]
5. Why do you prefer Airtel Connection in your organization?
Offers [ ]
Quality of Service [ ]
Speed & Safety [ ]
Brand Name [ ]
7. Rate the following
Particulars Poor Fair Good Very Good Excellent
Speed
Safety
Security
Usage
62
63. Experience
After
Purchase
Service
(warranty,
repair,
customer
service)
8. The process of getting your problem resolved was:
Very poor [ ] poor [ ] Fair [ ] very good [ ] Excellent [ ]
9. Compared to other product in this category, would you say that our product is.
Much better [ ] somewhat better [ ] same [ ] worse [ ]
10. Overall, I rate Airtel Broadband.
Very poor [ ] Fair [ ] good [ ] very good [ ] Excellent [ ]
11. Do you have any suggestion in your Airtel Connections?
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63