“CUSTOMER SATISFACTION OF

BHARTI AIRTEL”

PROJECT (BBA-607)
SUBMITTED TO

CHAUDHARY CHARAN SINGH UNIVERSITY, MEERUT

FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF

BACHELOR IN BUSINESS ADMINISTRATION SESSION

(2019-2022)

––

Under the Guidance of: Submitted by:

Ms. Rachna Vats Jaswant Pratap Singh

Assistant Professor Roll No. 191117105042
BBA Department
GLBIM Greater Noida
PROFORMA FOR APPROVAL OF BBA MAJOR PROJECT
(BBA-607)

1. Roll No. …………………………………………………….

2. Name of the student
3. E-mail:
4. Mob. No.
5. Title of the Major Project
6. Name of the Mentor

For Office Use Only

Signature of the Mentor

Approved Not Approved Date: -------------------------

Suggestions (if any): -

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INDEX

S. No Particulars Page
No.
1 Acknowledgement ii

2 Declaration iii

3 Certificate of Originality 4

4 Preface, Executive Summary, Consumer 5-8

Satisfaction Meaning

5 Introduction 9-10

6 Company Profile 11-20

6.1 Service Alliance and Marketing Strategies 21-34

6.5 Product and Advertising 35-44

7. Objective and Scope of Research 45-49

8. Literature Review 50

9. Research Methodology 51-53

10. Data Analysis and Interpretation 54-64

11. Findings 65

12. Recommendation and Conclusion 66-67

13. Bibliography 68

14. Questionnaire 69-70

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ACKNOWLEDGEMENT

I am very grateful to my project (BBA-607) Mentor Ms. Rachna Vats , for giving her valuable
time and constructive guidance in preparing the report for project (BBA-607). It would not have
been possible to complete this project (BBA-607) in short period of time without her kind
encouragement and valuable guidance.

DATE: SIGNATURE:

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DECLARATION

I hereby declare that BBA Project (BBA-607) titled “Consumer Satisfaction of Bharti
Airtel” submitted to BBA Department, G.L.Bajaj Institute of Management Greater Noida,
which is affiliated with CHAUDHARY CHARAN SINGH UNIVERSITY, MEERUT (U.P.)
for the partial fulfilment of the degree of Bachelor in Business Administration, in Session (2019-
22).This has not previously formed the basis for the award of any other degree, diploma or other
title from any other University.

PLACE:

DATE:

SIGNATURE:

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Knowledge Park III, Greater Noida, Dist. G.B Nagar U.P India Pin- 201306

Dated:
CERTIFICATE

This is to certify that Mr./ Ms. Mr. Jaswant Pratap Singh is a bonafied student of this
institute (BBA 2019-22), has undertaken this entitled “Consumer Satisfaction of Bharti
Airtel” As part of his/her major project for the partial fulfilment of the award of Bachelors
of Business Administration degree from CCS University, Meerut (U.P).

As per best of my knowledge this project work is an original piece of work and has not been
submitted or published elsewhere.

I wish him/her all the best for his/her bright future ahead.

Principal
GLBIM

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PREFACE

Progress is a continuous process. It is relative and absolute. We cannot stop at a certain

destination and declare that target has been achieved and we need not to go further.

In this new are all the countries & their companies are trying their best to improve economic

growth. This trend has created a very complex & competitive environment in the field of

business, trend & win the race a new system of management is much needed. To fulfil this, need

a new field of modern science has developed very fast i.e. Bachelor of Business Administration.

In this curriculum there are several phases, which have to be covered & compelled properly. I

was privileged enough to join “AIRTEL GHAZIABAD”.

At the completion of the six semesters of BBA. I got opportunity to provide them particular

knowledge about each and every aspect of market. It could be in related field’s viz. Human

Resource Management, Marketing or Finance as per their specialization in the course. It is

important because it provides the students about the practical knowledge of the field, which is

very essential beside the theoretical knowledge.

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EXECUTIVE SUMMARY

Bharti Airtel is India’s one among the numerous leading service providers of

telecommunications. It primarily operates from India and it's its headquarters in national
capital, India. they need about 24, 500 employees. the corporate provides mobiles, wire-line,
broadband and tv services. it's also involved in passive telecom infrastructure services
through its subsidiary. Bharti Airtel had 93.9million customers for mobile services and a pair
of.7 million tele media services by the top of economic year 2009. At the top of
economic year 2009, bharti airtel had recorded revenues of INR 373, 520.8 million ($8, 150.2
million), arise of 38.3% over 2008. High growth in customer base was primarily the
explanation within the increase in revenues. Bharti Airtel’s operating profit was INR 103,
219.3 million ($2,252.2 million) in twelvemonth 2009 (FY 2009), 36% increase over 2008
and its profits was INR 78, 589.5 million ($1,714.8 million) in fiscal year 2009, 22.9%
increase over 2008. (Data monitor, 2010)

Sunil Bharti Mittal is that the founding father of the Bharti Group. In 1983, Sunil Mittal went
into an agreement with Germany’s Siemens to manufacture the company’s push-button
telephone models for the Indian market. In 1986, Sunil Bharti Mittal incorporated Bharti
Telecom Limited (BTL) and his company became the primary company in India to
supply push-button telephones, establishing the premise of Bharti Enterprises. This first-move
advantage allowed Sunil Mittal to expand his manufacturing capacity elsewhere within
the telecommunications market. By the first 1990s, Sunil Mittal’s were the
primary company to possess launched fax machines and cordless telephones in India. In 1992,
Sunil Mittal build a telephone network in Delhi after having won a bid. In 1995, Sunil Mittal
developed the cellular operations as Bharti Tele-Ventures and launched service in Delhi. In
1996, Airtel’s cellular service had reached Himachal Pradesh. In 1999, Bharti Enterprises
acquired the stacks of JT Holdings, and extended its cellular operations to Karnataka
and Andhra Pradesh. In 2000, Bharti bought control of Sky Cell Communications (in
Chennai). In 2001, the corporate reached Kolkata acquiring control of Spice Cell. In 2002,
Bharti Airtel went public, and also the company was listed on Bombay stock market and
National stock market of India. In 2003, the Bharti cell phone operations were branded

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under the one Airtel brand. In 2004, Bharti acquired stacks at Hexacom in Rajasthan. In 2005,
Bharti’s network reached to Andaman and Nicobar.
In 2009, Airtel launched its first international mobile network in Democratic Socialist
Republic
of Sri Lanka. In 2010, Airtel began operating in Bangladesh and 16 African countries.
Today, Airtel is that the largest cellular service provider in India and fifth largest within
the world.

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The definition of customer satisfaction

As the key driver of customer loyalty, many researchers increased emphasis on customer
satisfaction. High level of customer satisfaction may result in more loyal customers which
implies can bring more profit for enterprise. There are many varieties of definition of
customer satisfaction, but no precise definition already been development. in line with the
researchers, the working of customer mind is sort of a recording machine. that's an observer
can only see what goes in and what comes out but not what happened inside. Satisfaction may
result from an awfully simple or a fancy process involving extensive cognitive, affective and
other undiscovered psychological and physiological dynamics. Comparing the definitions of
satisfaction, it is found that satisfaction is stated to be a relative concept always judged
in respect to a customary. which means if we define customer satisfaction on different
angles, we are able to get different definition. Usually, many researchers conceptualize
customer satisfaction as a private feeling that customers compare perceived quality
performance with expectations. this type of conception is represented by Oliver’s (1980)
expectancy-disconfirmation framework. He states that customers compare the perceived
quality of products and repair with their prior expectations. The difference between
expectations and perceived quality is termed disconfirmation. If it's positive disconfirmation
(the expectations are met or exceeded), the buyer is satisfied; if it's negative disconfirmation
(perceived quality falls wanting expectations), and so the customer is dissatisfied. Customer
satisfaction factors of prepaid customers of Airtel.
In mobile telecommunication industry, there are direct and indirect factors that influence
customer satisfaction. Here I specialize in the foremost important factors that influence
customer satisfaction for prepaid customers of Airtel which relates basically with after sales
services.

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INTRODUCTION

Broadband is a collective term for a group of technologies that enable high-speed Internet
access, at speeds of up to two megabits per second (Mbps). That is up the 40-times faster than
the conventional dial-up medium. This industry in India is still growing and has a long way to
go in terms of stabilized industry in India.

Broadband services were launched in India in 2005. ADSL services now cover 300towns
with a combined 1.5 million connections, while broadband wireless subscriber figures are still
negligible. While low broadband penetration is a clear opportunity for BWA/WiMAX, the
market takes off will require sufficient spectrum, very low-cost CPE and affordable end-to-
end connectivity, including the computing platform. A country where broadband's average
revenue per user (ARPU) is estimated at US$8-10 requires very low equipment cost. Infect,
Huawei is already delivering DSL modems at US$13 to Indian operators. The Indian telecom
sector operates in a volume-driven market. If the broadband market in India grows to meet
the government's revised targets, it might spur one of the world's largest broadband wireless
markets. For example, target broadband 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

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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. 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 video
conferencing.

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COMPANY PROFILE

Bharti Airtel was established as Bharti Tele-Ventures Limited in 1985. This

telecommunication company is a joint stock holding enterprise headquartered in New Delhi.
Bharti Airtel, commonly called 'Airtel' is among largest mobile service operator with a
subscriber base of nearly 120 million. Airtel has a submarine cable landing station in Chennai
connecting this South Indian city to Singapore. Bharti Airtel Limited was incorporated on
July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries
operate telecom services across India.

Bharti Airtel is India's leading private sector provider of telecommunications services based
on a strong customer base consisting of 50 million total customers, which constitute, 44.6
million mobile and 5.4 million fixed line customers, as of March 31, 2007.Airtel comes to us
from Bharti Airtel Limited - a part of the biggest private integrated telecom conglomerate,
Bharti Enterprises. Bharti provides a range of telecom services, which include Cellular, Basic,
Internet and recently introduced National Long Distance. Bharti also manufactures and
exports telephone terminals and cordless phones. Apart from being the largest manufacturer
of telephone instruments in India, it is also the first company to export its products to the
USA. Bharti has also put its footsteps into Insurance and Retail segment in collaboration with
Multi- National giants. Bharti is the leading cellular service provider, with a footprint in 23
states covering all four metros and more than 121 million satisfied customers. Bharti Airtel is
one of India's leading private sector providers of telecommunications services based on an
aggregate of 66,689,943 customers as on April 30, 2008, consisting of 64,370,434 GSM
mobile and 2,319,509 Bharti Tele media subscribers. The businesses at Bharti Airtel have
been structured into three individual strategic business units (SBU’s) - mobile services, tele
media services (ATS) & enterprise services. The mobile services group provides GSM mobile
services across India in 23 telecoms

circles, while the ATS business group provides broadband & telephone services in 95 cities.
The enterprise services group has two sub-units - carriers (long distance services) and
services to corporates. All these services are provided under the Airtel brand. Company
shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange
of India Limited (NSE).

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The company has a strategic alliance with SingTel. The investment made by SingTel is one of
the largest investments made in the world outside Singapore, in the company. The company’s
mobile network equipment partners include Ericsson and Nokia. In the case of the broadband
and telephone services and enterprise services (carriers), equipment suppliers include
Siemens, Nortel, Corning, among others. The Company also has an information technology
alliance with IBM for its group-wide information technology requirements and with Nortel
for call centre technology requirements. The call centre operations for the mobile services
have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis

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BOARD OF DIRECTORS

 Mr. Sunil Bharti Mittal, Chairman of the Board

 Mr. Gopal Vittal, MD & CEO

 Ms. Chau Sock Koong, Non – Executive Director

 Mr. Craig Edward Ehrlich, Independent Director

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 Mr. DK Mittal, Independent Director

 Ms. Kimsuka Narasimhan, Independent Director

 Mr. Manish Kejriwal, Independent Director

 Mr. Rakesh Bharti Mittal, Non-Executive Director

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 Mr. Shishir Priyadarshi, Independent Director

 Ms. Tan Yong Choo, Non-Executive Director

 Mr. V.K Viswanathan, Non-Executive Director

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FACT SHEET

Name Bharti Airtel Limited.

Headquartered in India, Airtel is a global

communications solutions provider with over 491
Mn customers in 17 countries across South Asia and
Africa. The company ranks amongst the top three
mobile operators globally and its networks cover
over two billion people. Airtel is India’s largest
integrated communications solutions provider and
the second largest mobile operator in Africa. Airtel’s
Business retail portfolio includes high speed 4G/4.5G mobile
description broadband, Airtel Xstream Fiber that promises
speeds up to 1 Gbps with convergence across linear
and on-demand entertainment, streaming services
spanning music and video, digital payments and
financial services. For enterprise customers, Airtel
offers a gamut of solutions that includes secure
connectivity, cloud and data centre services, cyber
security, IoT, Ad Tech and CPaaS (Airtel IQ). For
more details visit www.airtel.com

Established July 07, 1995, as a Public Limited Company

ISIN INE397D01024

Revenue Rs 1,165,469 million (Year ended March 31, 2022)

Rs 1,006,158 million (Year ended March 31, 2021)

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Shares in 5,492.03 Mn fully paid-up equity shares
issue 392.29 Mn partly paid-up equity shares

Rs 581,103 million (Year ended March 31, 2022)

EBIDTA
Rs 461,387 million (Year ended March 31, 2021)

Bombay Stock Exchange Limited (BSE) 

Listings
National Stock Exchange of India Limited (NSE)

Stock
NSE – BHARTIARTL
exchange
BSE – 532454
symbol

India: 326.0 million Mobile Services; 4.5 million

Market
Homes and 17.6 million Digital TV Services (status
capitalization
as on March 31, 2022)
customer
Africa: 128.4 million; South Asia: 2.9 million
base
customers (status as on March 31, 2022)

Bharti Airtel Limited

(A Bharti Enterprise)
Bharti Crescent, 1 Nelson Mandela Road, 
Registered
Vasant Kunj, Phase II,
office
New Delhi - 110 070.
Tel. No.: +91 11 4666 6100
Fax No.: +91 11 4666 6411

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OUR STRATEGY

We are consistently fine-tuning our strategies and strengthening our innovative core to anticipate and

lead change in the global digital landscape.

Win Customers for Life

OUR WINNING STRATEGY

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AWARDS

Bharti Airtel ranked first in a listing of 100 emerging market multinational companies by

Transparency International on corporate transparency and reporting. According to the study, the
Company topped the list with a cumulative score of 7.3 out of 10.
Bharti Airtel was positioned among the top eight companies in the listing of top BSE 100 listed
companies in FTI Consulting’s ‘India Disclosure Index 2016’ Report with a composite score of 10
out of 10.
Bharti Airtel was recognized as the ‘Firm of the Year – Telecom’ at the 3rd edition of ICICI
Lombard & CNBC-TV18 India Risk Management Awards.
Bharti Airtel secured the second position in Interbrand’s ‘Best Indian Brands Report 2016’.
Bharti Airtel has been declared winner of ‘Golden Peacock Award for Excellence in Corporate
Governance’ for the year 2016.
Food Food Award 2019 For mid-day meal program in Satya Bharti Schools, hosted by BBC’s Good
Food Channel
Hurun India CSR and Philanthropy Award 2019 At their first Summit. The award celebrated
and acknowledged contributions made by India’s top entrepreneurs
Mahatma Award 2019 For leading the way to a sustainable future by making a positive impact in
the category ‘Mahatma Award for Social Good’ by Live week LLC, a US based global social impact
media company.
Golden Peacock Award For sustainability 2020
Change Maker Award for Corporate Responsibility – Environment Conservation & Protection
Category 2020
Airtel bagged top honours at the Frost and Sullivan ICT Awards. Airtel Business has been
awarded as the “Enterprise Data Service Provider of the Year” and the “Enterprise Telecom Service
Provider of the Year” in the large enterprise segment. 2020

Airtel’s Self Optimising Network solution won the Innovative Mobile Service and Application
Award at GTI Awards 2022. A-SON has been fully developed by Airtel’s in-house network and
digital engineering teams for proactive auto optimization of mobile networks, especially TDD (1800
MHz) to ensure that Airtel customers enjoy world-class high-speed data and voice experience. The
solution has been deployed by Airtel across its mobile network operations. The innovation is future
ready to address similar and new challenges in the 5G domain.

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Organizational Structure

Sunil Bharti Mittal

Gopal Vittal (CEO)

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SERVICES

Airtel 4G advertisement Models Info and Profile

Today, company offers various products such as 2G, 3G, 4G and 5G wireless services, High
Speed Internet, Fixed line telephony, DTH services and Airtel Fiber. In a span of 27 years,
the company went from offering mobile telephony services in one city in India to expanding
its operations in over 18 countries.

Being 3th largest mobile operator in the world with a subscriber base of over 326 million, the
story of Airtel’s success will forever motivate those who dare to dream.

Airtel launched its new 4G advertisement on 6 August and has confirmed that 5G services
will launch in India in 2022. It takes no time for this wonderful advertisement to become an
instant hit. It is creating a sensation over the Internet with millions of views on Twitter.

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The content of this advertisement, that is a sort of challenge, might be controversial. Many
current users of Airtel are ridiculing the company for this sort of fake challenge. They are
wondering why the company is unable to provide impeccable network over 2G and 3G
networks.

Airtel 5G Profile

For the past 25 years Airtel has led India’s digital transformation and today we are proud to
become the first telecom company in India to successfully demonstrate LIVE 5G services
over a commercial network in Hyderabad city. We believe India has the potential to become
a global hub for 5G innovation and we are ready to lead India into the future. We are ready
for 5G.

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Airtel 4G advertisement Models

The campaign has been conceived by Taproot Dentsu. Commenting on the film, Pallavi Chakravarti,
Executive Creative Director, Taproot Dentsu said, “When it comes to India's telco of choice, winds of
change have been brewing slowly, steadily and surely. And today, Airtel's numbers are doing the
talking. Our campaign is a reflection of this simple truth, told simply.”

Airtel has built a 5G ready network and consistently led network performance metrics in surveys by
multiple global platforms. As per Open signal, Airtel’s mobile network offers the best video and
gaming experience in India. To boost this experience even further, the Company has started deploying
the additional 355.4 MHz spectrum it acquired in the recent auctions for a sum of Rs 18,699 cr. 

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Airtel Xstream Fiber

It is one of the fastest broadband networks that provides fiber-optic connection for a
seamless internet experience. It comes with a speed of up to 1 Gbps that allows us to get
quick cloud access, download and upload files in a split second, and stream videos with
zero network problems.

Airtel Payments Bank

As India’s first Payments Bank, we aim to give every Indian access to an equal, effective, and
trustworthy banking experience. Airtel Payments Bank was launched in January 2017, by
Bharti Airtel, India’s largest telecom provider, to support the cashless revolution promised by the
Government of India. Airtel Payments Bank is a differentiated bank devoted to Changing The
Way India Banks by striving to create a benchmark in banking system by reimagining every process,
product and service associated with banking keeping customer’s need at the core of every effort.
Our processes are deemed to make banking simpler and intuitive for every consumer. We are
enabling customers by increasing accessibility of our services, be it online or retail banking. And
we are putting our best efforts to make banking experience more respectful for all our customers.
Airtel Payments Bank aim to make banking accessible, simple and inclusive for every Indian.

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With Airtel Payments Bank, you can:
•     Open a Savings Bank account at any of our 5 lakhs+ banking points
•     Get free personal accident insurance cover of Rs 1 Lac
•     Earn up to 6.0% rate of interest
•     Get an online debit card
•     Deposit cash at any Banking Point in your vicinity
•     Withdraw cash through our banking points or select bank ATMs
•     Buy third party insurance products
•     Transfer money to any bank account in India through IMPS or UPI
•     Recharge prepaid mobiles/DTH and pay utility bills (electricity, water, gas, postpaid, etc.)
•     Book bus and train tickets

•     You can also transfer money, recharge prepaid mobiles/DTH, pay utility bills, book bus/train
tickets and more.
As we mentioned, we aim to provide a seamless banking experience to every Indian, including
business owners (corporate, startups, SMEs). Our range of business solutions include:
•     Salary Management Solution
      a) Salary disbursal
      b) Reimbursement solutions
      c) Loan Management Solution
      d) Disbursement
      e) Collection
•     Cash Management Solution

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Airtel Prepaid: -
Airtel Prepaid, the Ready Cellular Card from Airtel comes to you from Bharti Enterprises,
India's leading integrated telecom service provider. Going mobile with Airtel Prepaid is a new
way of life. With a host of great features, also simple to use, Airtel Prepaid makes everything
that you dreamt and believed, possible.

Total Cost Control: -You can control your Airtel Prepaid like never before. No more
rentals or deposits simply recharge as much as you need to from as low as Rs. 10, to as high
as Rs. 10,000/-

Pre-activated STD/ISD without deposits or rentals: -

You can now enjoy a pre-activated STD/ISD on your Airtel Prepaid. No more paying
deposits or having a minimum balance in your account to make an STD/ISD call. Hassle-free
calls are here to stay!
Strong Network Coverage: -
Enjoy complete clarity when calling with Airtel’s world-class technology and unbreakable
network coverage that spans over 23 circles across the country.
Instant Balance and Validity Enquiry: -
Your account balance is updated on the screen of your handset at the end of each chargeable
call. You can also call 123 from your mobile phone and listen to the voice announcement or
simply dial *123#, press 'OK' or 'YES' button and your account balance will be displayed on
the screen of your handset.

Recharge your Airtel Prepaid: -

Recharging is Easy. The calling value on your card keeps reducing as you make calls or use

any other chargeable service. Choose the Airtel Prepaid Recharge Coupon that’s right for

you, from a variety of tailor– made recharge coupons with different denominations, which are

available at a number of outlets across your city. Simply follow the procedure mentioned

below, to recharge your phone.

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Prepaid Roaming: -
Airtel Prepaid comes preactivated with 'National Roaming', so you stay connected no matter
wherever you are. You can also send or receive MMS, check your email and access other
GPRS services while roaming in India as you would in your own city. While traveling abroad
you can receive calls & send or receive SMS.

Other Services: -
Airtel brings you, a wide range of Services that will change the way you communicate. Try
them and discover a whole new world of fun and excitement.

Call management Services: -

Call waiting, call hold, call divert and Caller Line Identification Presentation all with your
Airtel prepaid connection.
Voice Mail: -
When your handset is switched off, or you’re too busy to answer the phone, Airtel Voicemail
will answer your calls and record a message. The best part is that there's no extra monthly
cost for setting up Voicemail - you just pay for the phone call when you use the service.

SMS (Short Messaging Service): -

Send messages quickly and easily using text, if it's too noisy to talk or you don't have much
time. It's the way to share those interesting one-liners, important reminders and rib-tickling
jokes, with anyone, anytime, anywhere in the world.

MMS (Multi-media Messaging Service): -

Jazz up your messages with pictures, images and video clippings, with MMS from Airtel! To
activate MMS on your phone, SMS 'MMS' to 56465 and save service settings.

Airtel Live: -
Make your mobile the most happening entertainment destination with Airtel Live! Airtel
brings you the latest in entertainment and information services, right on your phone

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Airtel Live! WAP Services: -
Download the latest ring tones, games, wallpapers, videos and much more. You can also get
news clips, watch live TV and download full songs on you phone. To get Airtel Live! settings
on your phone, SMS 'Live' to 56465 and save the settings that you receive as your preferred
connection. Airtel Live! Portal can be accessed from you GPRS enabled phone, by sending a
SMS 'FUN' to 56465.

Airtel Live! Voice Services:

Just Dial 56465 and name the service. For e.g. say ring tones to download your favourite ring
tones. You can also choose a variety of content options like Live Cricket Commentary, latest
National / International News, Movie Reviews or Stock Market Updates.

Airtel Live! SIM Services: -

Access loads of fun content and exciting services like cricket, stocks, on your phone at the
touch of a few buttons with Airtel Live! SIM based Services on your SIM card menu. To
download new services on your Airtel SIM, choose the "What's new" option under the "Airtel
services" menu.

Airtel Live! SMS Services: -

You can enjoy a host of services by sending a keyword as an SMS to 56465! Choose
Astrology / Horoscope, Cricket, Bollywood / Hollywood / Indi Pop Ring tones. In case you
need assistance SMS, Help to 56465.

Hello Tunes: -
Tired of that boring old ‘tring tring’ on your phone? Well now when a friend calls, you can
make them groove to the hottest new tracks burning up the music charts with Hello Tunes
from Airtel! You get a wide choice of songs in the Popular & New Arrivals categories that
are updated regularly. What's more you can directly call the number for your kind of music,
e.g. call 678005 for English New and 678001 for Hindi New. This would directly take you to
your favourite artist's Hello Tunes listing.

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Business focus of Bharti Airtel Broadband and Telephony Services.
 Operational excellence
 Reducing churns
 Tightening cost
 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 corrigibly.

Process focus of Bharti Airtel broadband and Telephony Services.

 Process standardization and customization
 Best practice replication
 Speed of urgency

Strategy Of Bharti Airtel Broadband And Telephony Services.

 Centralized reporting system

29
Customers of Bharti Airtel Broadband and Telephony Services.
 Residents

 Small and middle enterprises

 PCO’s (public call office)

 Corporate’s

AIRTEL & Visual Identity

For a brand to be successful, it must build enduring relationships with its different
audiences. Integral to this relationship is the visual image of the brand the consumer carries
in his/her mind. The AIRTEL brand image is created through the consistent application of a
carefully developed visual identity, which helps AIRTEL distinguish itself in a cluttered
market. AIRTEL's visual identity helps create instant brand recall and strengthens the
relationships that its audiences have with it.

The AIRTEL visual identity has different elements that work together to create a strong and
consistent identity for the brand. The most important of these are:

Airtel Logo

30
The Airtel logo is a strong, contemporary and confident symbol for a brand that is always
ahead of the rest. It is a specially drawn word mark.

 The Airtel Image style

It incorporates two solid, red rectangular forms whose counter form creates an open
doorway.

 The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to enforce the brand's
leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation. The
words 'Express Yourself' are very much part of the brand identity.

AIRTEL theme

Partners

 The company has a strategic alliance with SingTel. The investment made by SingTel is one
of the largest investments made in the world outside Singapore, in the company.

The company’s mobile network equipment partners include Ericsson and Nokia. In the case
of the broadband and telephone services and enterprise services (carriers), equipment
suppliers include Siemens, Nortel, Corning, among others. The Company also has an
information technology alliance with IBM for its group-wide information technology
requirements and with Nortel for call centre technology requirements. The call centre
operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT,

Teletech & Mphasis.

31
Our Innovations

We are changing the way India communicates by offering innovations that not only add
value to people's lives but also deliver an unmatched customer experience.

We were the first to

 Provide electronic recharge for mobile phones.

 Initiate music retailing in the world with “Easy Music” and the first to offer a
Lifetime Prepaid service.

 Provide innovations such as Bollywood movie premiers, music services such as ring
back tones & many more.

Vision
Our vision is to enrich the lives of our

customers. Our obsession is to win

customers for life through an

exceptional experience. (By 2022)

Cellular Service: -

Airtel Completes Its 23 Circle All India Footprint Airtel now connects India from the Indus
to the Indian Ocean and from Sabarmati to the Brahmaputra on a network of more than
10,000 base stations with cumulative investments of more than Rs. 16,000 crores.

32
Internet infrastructure: -

Our Internet backbone involves state of the art high - end routers and switches as may have
deployed on the best networks across the world to offer you reliable service of unmatched
quality. Three years back we had established satellite-based gateway for internet access.
This was the first gateway by a private operator. Now we have established our fibre gateway
on Network i2i, first private submarine cable owned by us and SingTel.

Fixed line infrastructure: -

Our high-quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu,
Karnataka, Madhya Pradesh and Chhattisgarh, intensively covers the most prominent
commercial and business districts in the country. We provide the power of last mile fixed
line network to bring end-to-end voice and data solution.

33
Airtel

Network in India: -

34
Long distance infrastructure: -
Our 25,000 km advanced fibre-optic cable long distance network covers India's top 200 cities.
And it powers the services of India's leading private telecom service providers - cellular, fixed
line and internet through Our Long-Distance Services.

PRODUCT PROFILE
Bharti Airtel, China Mobile tie up for 5G, telecom equipment procurement

Indian telecom major Bharti Airtel and world's largest telecom operator China Mobile today

announced a partnership to work jointly on evolving high technologies like 5G and
procuring telecom devices and equipment. The agreement was signed by China Mobile
Chairman Xi Guohua and Bharti Airtel founder and Chairman Sunil Bharti Mittal."We are
delighted to announce this landmark agreement with China Mobile. India and China account
for nearly a third of all the mobile subscribers globally. "This partnership will provide a major
platform for development and deployment of 4G and future mobile technology standards as
both countries enter a phase of explosive data led growth," Mittal said. As founders of Global
TD-LTE Initiative (GTI), China Mobile and Airtel will cooperate on standards and products

35
development, and promoting ecosystem to accelerate the commercialisation of TD-LTE, a 4G
technology, and evolving 4.5G/5G technologies. Under the agreement, both
the telecom operators will work towards shaping up a joint strategy for procurement of
devices that include portable WIFI devices, smart phones, data cards, and LTE consumer
premise equipment -- routers, modem and USIM (Universal SIM).
This move gives Airtel and Chinese major an immense benefit of economies of scale to buy
equipment and devices at very low price. Both companies will work together for
understanding and sharing testing and validation practices including network equipment,
features and new releases etc, and will also jointly conduct proof of concepts as well as trials.
Airtel has operations in 20 countries across Asia and Africa. The company ranks amongst the
top 4 mobile service providers globally in terms of subscribers. It had over 312 million
customers across its operations at the end of December 2014. China Mobile is the world
largest telecom operator both in terms of customer base and revenue. As per GSM
Association Intelligence report, China Mobile had over 790 million subscribers and a revenue
of over 66 billion pounds at the end of the second quarter of 2014 while that of Airtel was
about 8 billion pounds in the corresponding period.

Submarine cable: -

We have partnered with SingTel to create the world's largest submarine cable system- Network
i2i with 8.4 Tbsp. capacity. This 3200 km undersea cable structure stretches from Chennai to
Singapore and thereon to Tier-1 carriers on SingTel's capacity on 175,000 km of cables. The
huge capacity on network i2i is distributed locally in India through our 25,000 km of advanced
fibre-optic domestic long-distance backbone, providing unprecedented capacity, speed &
reliability.

Technology

In no other service or business technology is such a major factor. Sales and marketing are futile
without a sound technological base. Hence, we analyse Airtel on the basis of this parameter.

36
Technological facets in cellular services are explained and the level of expertise of both players
stated.

Call set up time: -

This is the time that it takes a user to get connected after the completion of the dialling process.
Presently 60 seconds is considered normal set-up time.
AirTels’ call set up time is generally within this range.

Capacity Call congestion: -

This is the quality of getting calls through even in high user density areas.
AirTels provides better customer satisfaction.
This will enable them to increase their customer base leading to increased revenues in the future.
 Voice Quality and Coverage: -
It is the clarity of transmission. In city centres this quality is not difficult to maintain. However,
it becomes very important when the transmission is being directed to or from underground
locations, from behind tall building and structures, narrow and congested city interiors.
AirTels provides better quality in the above mentioned. The reason for this is the better
infrastructure and technology. Airtel money is an account on your mobile phone. You can top up
your airtel money account and use it to pay for various products and services through a simple
menu on your phone or at online merchants.

Easy to Get:

37
» Register online for express account (Free)

» Load money online or at an outlet

» Dial *400# and start transacting

Convenient and Secure to use:

» Instant Menu on Dialling *400#

(No GPRS or other data service needed)

» All Transaction are secured by a 4 Digit mPIN – No threat on losing handset

» Works on all handsets except few

Multiple ways to spend:

» Pay bills, recharge phone & DTH, book movie tickets, send money, shop & much
more!

Broadband

Bharti Tele ventures is the fixed line operator business of Airtel. In the recent branding exercise,
all the services have been offered under the Airtel brand. Data is the next driver for growth. This

38
is clear to the operators who have belatedly realized the implications for having a pie in all the
segments of telecommunications. Hence Bharti ventured in the broadband market.

However, the main contention in the broadband market is the price offering which includes the
bandwidth costs as well as the cost of laying down the copper wire. Typically, in the mentality
of the profit-making exercise, Airtel has so far focused only in those areas where it perceives
that a huge market is present. However, I still hold that their thrust should be in smaller towns
and cities where BSNL would ultimately usurp their potential customer base. It seems that their
fancily paid MBAs haven’t really understood the success of BSNL who focused on the B and C
class cities where it has drawn unparalleled support despite the lousy customer experiences. This
is because of the absence of any other operator.

DSL – Broadband: - The publicly available worldwide system of interconnected computer

network that transmit data by packet switching using a standardized internet protocol
(TCP/IP) and many other protocols

 Made up of thousands of smaller commercial academic and government networks.

 Carries various information and services, such as electronic mail, online chat and the
interlinked web pages and other document of the world wide web

DSL Tariff plans

 Volume based- Plans with limited data download
 Unlimited- No limit on data download

39
Internet Service Provider (ISP): -
 Provides access to the internet.
 389 Valid ISP licenses however only 135 (operational isps) small and large ISPs in
India providing internet access and related services to individuals, businesses and organizations.
 Connected to the internet backbone directly or through one or more of the other larger
ISPs

One can Connect to Internet via: -


Dial –up
 PSTN
Broadband (DSL)
Internet Leased lines (ILL/ILP
- Copper
- Fibre (FTTB)
- Wireless (RF and WiMAX)

What is Broadband: -
Broadband is the transfer of data over regular phones line ranging from 256 kbps to 16 Mbps
A broadband connection has a much larger (broader) capacity and can send or download
information many times faster than a standard dial –up connection
Broadband can carry video, voice and data the same time.

40
Airtel Broadband

 The best service provider in India

 Highest number of customers
 High up- time
 Speed options catering all customer requirements Customer friendly plans
 Powerful value-added services
 24*7 Customer services

Features and advantages:

 High speed internet access: surf, play, download, stream & make friends with speeds up to 16
Mbps.
 Surf while you talk: no more missed calls or blocked telephone lines while using the internet.
Airtel Broadband connection does not block existing telephone lines and allows one family
members to use the phone while another member surfs the net.
 Always on: 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.
 Exciting value-added services: whether it’s on demand speed antivirus software, music,
games, opportunities with our value-added services are limitless and excitement is never ending.
 Find your perfect match: Airtel broadband offers various plans to choose from, which will
suite your needs. pick the right plan and live a high-speed life.

Airtel Fiber
 Airtel, the best broadband fiber internet service provider in India.

 Offers high speed wireless broadband fiber internet connection

 Speed up to 100 Mbps

 Enjoy Internet on the biggest screen

 Enjoy fastest internet with bigger data pack

41
What is B2B Service: -

B2B (business-to-business), a type of electronic commerce (e-commerce), is the exchange

of products, services or information between businesses, rather than between businesses
and consumers (B2C). A B2B transaction is conducted between two companies, such as
wholesalers and online retailers.

B2B Services
 Voice Services

 Network Services

 Data and application based

 Data centre-based service

 Cloud based service

 Digit media service

Airtel Internet TV

 For digital homes

 Preloaded with Netflix, YouTube, Google Play Games, Airtel Movies and more, full access to
Google Play Store to download your favourite apps/games on to your TV

 Transforms any TV into a Smart TV - Switch Seamlessly from Online to Offline Content,
eliminates the hassle of connecting multiple devices to your TV

 Intuitive interface and India’s first STB remote with voice-based search feature– just talk into your
remote to search for content on your TV

 With Chromecast Built-in Supports Casting, Mirroring to let users enjoy mobile phone content on
the TV screen.

 500+ satellite TV channels

42
 India’s first Hybrid DTH Set-top box

OUR FACILITIES:

43
44
OBJECTIVES OF RESEARCH

The purpose of research is to discover answers to questions through the application of scientific
procedures. The main aim of research is to find out the truth which is hidden and which has not
been discovered as yet. Though researcher study has to its own specific purpose, we may think of
research objectives as falling into a number of following broad groupings.

1. To gain familiarity with a phenomenon or to achieve new insights into it,

2. To portray accurately the characteristics of a particular individual, situation or a group.

45
3. To determine the frequency with which something occurs or with it is associated with
something else.

4. To test a hypothesis of a causal relationship between variables.

46
SCOPE OF THE STUDY

The market survey was focused on a study of retail outlets and individual customers and
positioning of Airtel telecom Vasundhra Ghaziabad.
The survey also covers a wide range of activities and factors, which influence the retailer to sale
the CAirtel telecom products.
The sample size of study was limited to 40 respondents, keeping in mind the time and other
limitations.
Some Scopes are as:
 To find out the promotional activities of competitors.
 To learn the strategy of Airtel and its competitor.
 To try and understand distribution channel system.
 To make suggestion and recommendations based on the findings of the study
 To find out the customer’s perception of Airtel.
 It would help us to know about which one is better (AIRTEL or others) according to the
customer.
 Which company gives better service to their customers?
 It would help us to know about how many customers are loyal to their brands.
 It would help us to know about the reasons regarding non-preference.
 To increase the network and improve company-customer relations.
 to provide the management with some knowledge about its status in market both in terms of
sales and customer awareness.

As my project area is to find out the customer satisfaction level of Airtel limited, I have gone
through different articles and journals published for telecom sector. I have also reviewed
various websites, research papers and text books to enrich my theoretical knowledge on
customer perception level. It provides me with an idea about the current situation in terms of
what has been done, and what I know. Sometimes it includes suggestions about what needs to
be done to increase the knowledge and understanding of a particular problem.
Customer Satisfaction, a theoretical review
The customers are in the mainstream of sales-oriented services. The success of such
companies largely depends on the satisfaction of the customers. The buyers are happy if the
product and/or the services meet their expectations. If their requirements do not meet the

47
expectations the buyers become discontented, they are delighted when the performance fulfils
their requirements. Customers‟ past buying experiences, the opinion of friends, associates,
marketer, competitor information and promises lead to the expectations. Marketer must be
careful to set the right level of expectations. If they set expectations too low, they may satisfy
those who buy but fail to attract enough buyers. In contrast, if they raise expectations too
high, buyers are likely to be disappointed. Dissatisfaction can arise either from a decrease in
product and service quality or from an increase in customer expectations. In either case, it
presents an opportunity for companies that can deliver superior customer value and
satisfaction.

The definition of customer satisfaction

As the key driver of customer loyalty, many researchers increased emphasis on customer
satisfaction. High level of customer satisfaction may lead to more loyal customers which means can
bring more profit for enterprise. There are many kinds of definition of customer satisfaction, but no
precise definition already been development. According to the researchers, the working of customer
mind is like a black box. That is an observer can only see what goes in and what comes out but not
what happened inside. Satisfaction may result from a very simple or a complex process involving
extensive cognitive, affective and other undiscovered psychological and physiological dynamics.
Comparing the definitions of satisfaction, it can be found that satisfaction is stated to be a relative
concept always judged in relation to a standard. That means if we define customer satisfaction on
different angles, we can get different definition. Usually, many researchers conceptualize customer
satisfaction as a personal feeling that customers compare perceived quality performance with
expectations. This kind of conception is represented by Oliver’s (1980) expectancy-disconfirmation
framework. He states that customers compare the perceived quality of products and service with their
prior expectations. The difference between expectations and perceived quality is called
disconfirmation. If it is positive disconfirmation (the expectations are met or exceeded), the
consumer is satisfied; if it is negative disconfirmation (perceived quality falls short of expectations),
and then the customer is dissatisfied.

Customer satisfaction factors of prepaid customers of Airtel

In mobile telecommunication industry, there are direct and indirect factors that influence
customer satisfaction. Here I focus on the most important factors that influence customer
satisfaction for prepaid customers of Airtel which relates basically with after sales services.

48
Cost
The cost of the prepaid connection is one of major factor for the customers. Most of the
people in India are low income level. Therefore, to attain more customers Airtel should not
charge high price for the new connection so that it can be affordable to the low-income
people. Moreover, tariff of the prepaid packages must be reasonable to keep satisfied its
customers.

Availability
Availability of the product at the right time leads the customers to a better experience.
Customers always want the product to be availed near at home. They do not wish to go far to
have product and other related services. However, the prepaid customers require top-up their
credit more frequently. So, to ensure frequent purchase and to build up long term relationship
with the customers the top-up stores should be conveniently located to the prepaid users.

Airtime
Air time is the core offering of Airtel, So, quality of communication, network availability, etc,
are the most important customer satisfaction factors. Quality of airtime depends on the ratio
of subscribers and transmission base station. If the numbers of subscribers are increased
without developing the network, quality of airtime goes down.

Value Added Service (VAS)

Value added service has become essential factor in telecom business. The customers not only
wish to get voice communication but also desire more use of it. The telecom companies are

49
offering new services apart from voice communication, for instances, edge/gprs, sports
update, music information, different sorts of alert services, etc. The more value-added
services a company can offer with affordable cost the more it can achieve and retain its
customers.

Customer Support: Helpline

Airtel provides the state of the art 24 hours customer supports through customer hotline for its
customers in India. Airtel subscriber needs to dial 786 to reach helpline. The hotline number
has a language option for English, Bangla. It is a computer aided information base to afford
immediate access to the information about the subscribers, but the operations are done
manually. After dialling 786, subscribers are first welcomed by an automated and
standardized process. Then he/she needs to wait for maximum 3 minutes. After that the
subscriber reaches the Customer Manager.

Customer Care Center: AEC, ARC, & ASC

Most of the problems of the subscribers are solved by the helpline service. But there are some
problems that cannot be solved over the telephone conversation. Subscriber need to appear
physically to deal with those problems. Airtel has six customer care centers around the
country, which is known as “Airtel Experience Center” (AEC), located at key locations.
These centers are directly run by Airtel itself. Airtel has more than two hundred outlets spread
across Bangladesh, the largest chain of retail outlets in the country, which is further backed
up by a chain of sub-dealers, affinity partners & distributors. Dealer outlets are known as
“Airtel Relationship Center” (ARC). Bill payment, address change, SIM replacement, new
connection, scratch cards and sometimes mobile sets are sold at these outlets. Bill collection
for post-paid users and “Ezee Load” top up for pre-paid users can also be availed at the
franchises. These franchises directly appoint dealers and sub-dealers in their designated areas.
Furthermore, Airtel also has more than four thousand “Airtel Service Center” (ASC) around
the India. This service Center handles the customer services, for instances, sim replacement,
new connection, prepaid recharge, post-paid bill payment and other customer queries. These
after sales services are very crucial to keep the customer informed and satisfied regarding
Airtel.

50
LITERATURE REVIEW

As my project area is to seek out the customer satisfaction level of Airtel limited, I’ve
got skilful different articles and journals published for telecom sector. I’ve got also reviewed
various websites, research papers and text books to complement my theoretical knowledge on
customer perception level. It provides me with an inspiration about the present situation in
terms of what has been done, and what i do know. Sometimes it includes suggestions about
what must be done to extend the knowledge and understanding of a specific problem.

Customer Satisfaction, a theoretical review

The customers are within the mainstream of sales-oriented services. The success of such

companies largely depends on the satisfaction of the purchasers. The buyers are happy
if the merchandise and/or the services meet their expectations. If their
requirements don't meet the expectations the buyers become
discontented, they're delighted when the performance fulfils their requirements.
Customers‟ past buying experiences, the opinion of friends, associates, marketer,
competitor information and promises result in the expectations. Marketer must watch
out to line the correct level of expectations. If they set expectations too low, they
will satisfy those that buy but fail to draw in enough buyers. In contrast, if they raise
expectations too high, buyers are likely to be disappointed. Dissatisfaction can arise either
from a decrease in product and repair quality or from a rise in customer expectations. In
either case, it presents a chance for companies which will deliver superior customer value
and satisfaction.

51
RESEARCH METHODOLOGY

Before we know about research methodology, we should know about the “Research”, Research is
an authentic activity & as such the term should be used in a technical Sense. Some people say
research is a careful investigation or enquiry specially thought search for new facts in any branch
of knowledge & research methodology is a process or way to systematically solve the research
problem. It may be understood as a science of studying how research is done.

RESEARCH DESIGN:
The research design is a framework, which provides guidelines for rest of the research process. It
emphasizes on these points.
o would be How the data would be collected?
o Which instrument for data collection would be used?
o What sampling plan used?

Methods of data collection:

In research the data are collected in two ways-
o Primary data
o Secondary data

(1)PRIMARY DATA
The primary data are those data which are collected a fresh & for the first time & it always be in
original form. We can obtain direct communication with respondent in one form or another or
personal interview.

52
(2). SECONDARY DATA
The secondary data are those data which are Collected from existing records that are available in
the market. In my project I have collected the secondary data form various sources like
magazines, newspaper, websites & various manuals & books.

DATA SOURCES
In this we selected the Questionnaire basis data sources

SAMPLE TECHNIQUE
In this we had chosen the RANDOM sample technique for finding the good results.

UNIVERSE
In this we have been only short period of time so my survey is only in Ghaziabad.

TOOLS AND TECHNIQUES

The data was collected through questionnaire method and personal interview. Again, the research is
descriptive type. The analysis is done through the tabular and graphical representation that is pie
chart.

SURVEY AREA
The research is done in the different areas which are given below: .

 Vasundhra and various areas in Ghaziabad.

SAMPLE SIZE
The total sample size I had cover is 136. These sizes are generally outlets.

Sample Size (n) = 136

53
SAMPLING PLAN:

The samples were on judgment and convenience. A sample size of 136 respondents was taken.

The sampling unit was retailer of Ghaziabad. for which this sample size was considered a fair

representative of the above – mentioned area. T sample consisted of retailers spread over the

entire area of the distributor.

For analysis & interpretation of data the researcher used: -

No of respondents
Percentage = X 100
Total No of respondents

54
DATA ANALYSIS & INTERPRETATION

 Nature of Research - Descriptive

 Research Approach - Survey

 Contact Method - Personnel Interview

 Sample Size - 136

 Sampling Criteria - Random Sampling

 Research instrument - Questionnaires

Firstly, there is a customer surveyor's profile

 Surveyor's Name

 Date of Survey

 Mobile No.

 Time of Survey

 Owner's Name

 Address

 Age

TABLE NO. 1
Statement: When surveyed about their occupation of the customer we found that

55
NO. PERCENT CUSTOMER OCCUPATION

1. 44.33% Self Employed

2. 4.33% House Wife

3. 10.34% Service

4. 40.99% Student

50.00%
44.33%
45.00%
40.99%
40.00%

35.00%

30.00%

Customer 25.00%

20.00%
Percentage 15.00%
10.34%
10.00%
4.33%
5.00%

0.00%
Self Employed House Wife Service Student

I conduct the survey in various region in Ghaziabad then we find out the 44.33%
customer’s occupation is self-employed. And 4.33% customer is house wife and 10.34%
customer is serviceman and rest 40.99% is Student.

TABLE NO. 2

56
Statement 2. When surveyed about their annual income (family combined) of the customer we
found that

NO. PERCENT CUSTOMER OCCUPATION

1. 16.00% Less than 5000

2. 39.00% Between 5000-10000

3. 28.00% Between 10000-15000

4. 17.00% More than 15000

45.00%

40.00% 39.00%

35.00%

30.00% 28.00%

Customer 25.00%

20.00%
Percentage 16.00% 17.00%
15.00%

10.00%

5.00%

0.00%
Less than 5000 Between 5000-10000 Between 10000-15000 More than 15000

Occupation

In this survey we find out the annual income of the customer.16% customer’s income is less
than 5000Rs. 39% customer’s income is lies between 5000 to 10000Rs.And 28%
customer’s income is lies between 10000 to 15000Rs.and rest 17% customer’s income is
more than 15000.

TABLE NO. 3
Statement 3. When surveyed about which Mobile Service they used

57
NO. PERCENT CUSTOMER Service

1. 53% AIRTEL

2. 35% VODAFONE

3. 12% OTHERS

Customer

Percentage

58
Network Service

In this survey we find out which mobile service use the customers.35% customers use the
Vodafone. And 53% customer use Airtel and rest customers use other network services.

TABLE & BAR GRAPH NO. 4

Statement 4. How many customers Satisfied with AIRTEL Mobile Service.

AIRTEL

SATISFIED LESS SATISFIED UNSATISFIED

42% 27% 31%

59
31%

42%
SATISFIED
LESS SATISFIED
UNSATISFIED

27%

In this survey we find out the customer satisfaction with Airtel Mobile service. So, 31%
customers are unsatisfied. And 42% customers are satisfied. And rest 27% customers are less
Satisfied.

TABLE & BAR GRAPH NO. 5

Statement 5. How many customers Satisfied with VODAFONE Mobile Service

VODAFONE

SATISFIED LESS UNSATISFIED

SATISFIED

31% 42% 27%

60
27%
31%

SATISFIED
LESS SATISFIED
UNSATISFIED

42%

In this survey we find out the customer satisfaction with Vodafone Mobile service. So,
31% customers are satisfied. And 42% customers are less satisfied. And rest 27%
customers are less unsatisfied.

TABLE & BAR GRAPH NO. 6

Statement 6. How many customers Satisfied with Other Mobile Service

OTHERS

SATISFIED LESS UNSATISFIED

SATISFIED

45% 39% 16%

61
16%

45% SATISFIED
LESS SATISFIED
UNSATISFIED

39%

In this survey we find out the customer satisfaction with Other Mobile service. So, 45%
customers are satisfied. And 39% customers are less satisfied. And rest 16% customers are
less unsatisfied.

TABLE NO. 7
Statement 7. When surveyed about the service which is most preferred by the customer

1. Connectivity 27%

2. Price 16%

3. Free SMS 15%

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4. Free Chatting 13%

5. Free Roaming 18%

6. Group Massaging 5%

7. Call Divert 6%

30%
27%

25%

20%
18%
16%
15%
15%
13%

10%

6%
5%
5%

0%
Connectivity Price Free SMS Free Free Group Call Divert
Chating Roaming Massaging

Customer %

Service

by this survey we find out that 27%customers preferred connectivity. 16% customers preferred
price. 15% customers preferred free SMS. 13% customers preferred free chatting. 18%

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customers preferred free roaming. 5% customers preferred group messaging. 6% customers
preferred call divert.

TABLE & BAR GRAPH NO. 8

Statement 8. When surveyed about the probability of switching to another Mobile Service we
found.

Switchers 67%

Loyal 33%

Loyal
33%

Switchers
67%

By this survey we get Most the customers switch to another company. 67% customers
Switch to another company. And rest 33% customers are loyal customer.

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TABLE NO. 9
Statement 9. When surveyed about the media which effects the customer most in making

Their decision regarding using the mobile service

1. Banners & Hoardings 28%

2. Magazines 16%

3. Friendship 43%

4. Friends 13%

Customer %

In this survey we find out the media which effects the customer most in making them decision
regarding using the mobile service. then we 28% customers attract by banners & hoardings. 16%
customer attract by magazines. 43% customers customer attract by friendship and rest 13% take
decision for choosing mobile service by friends.

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TABLE NO.10
Statement 10-Did advertising and sales promotion make an impact for your purchase.

Result No. of respondents Percentage

Yes 75 75

No 30 30

Total 100 100

Up to 75% respondents feel that sales promotional activities were the impact for
their purchase and rest 25% do not agree.

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FINDINGS
 I conduct the survey in various region in Ghaziabad then we find out the 44.33%
customer’s occupation is self-employed. And 4.33% customer is house wife and
10.34% customer is serviceman and rest 40.99% is Student.

 In this survey we find out the annual income of the customer.16% customer’s income is
less than 5000Rs. 39% customer’s income is lies between 5000 to 10000Rs.And 28%
customer’s income is lies between 10000 to 15000Rs.and rest 17% customer’s income is
more than 15000.

 In this survey we find out which mobile service use the customers.35% customers use the
Vodafone. And 53% customer use Airtel and rest customers use other network services.

 In this survey we find out the customer satisfaction with Airtel Mobile service. So, 31%
customers are unsatisfied. And 42% customers are satisfied. And rest 27% customers are
less Satisfied.

 In this survey we find out the customer satisfaction with Vodafone Mobile service. So,
31% customers are satisfied. And 42% customers are less satisfied. And rest 27%
customers are less unsatisfied.

 In this survey we find out the customer satisfaction with Other Mobile service. So, 45%
customers are satisfied. And 39% customers are less satisfied. And rest 16% customers
are less unsatisfied.

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CONCLUSION

Airtel is one of the powerful brand in India and it has been successful in creating a strong
impression on the consumer minds with its varied products and offerings to consumers on a huge
scale to deliver its customers at its best.

This research report is conducted to customer satisfaction. The competitors in all time in the
telecom sector. In this research we find that the both AIRTEL is the well-established company in
the market. Customers are aware about the name of the company. They prefer to buy Airtel
Services.

AIRTEL is the more popular than the others. AIRTEL is preferred by every class and it established
itself as a better quality and better service provider than its competitors.

The overall objective of the study was to find out how the customer’s impact on sales promotional
activities of Airtel services and to find out their satisfaction towards the service against its
competitors. The study revealed the picture of customer’s perception and satisfaction which help
Airtel broadband to encourage more people to be the customers/consumers of Airtel.
Last but not the least, we can say that the AIRTEL is first Choice of the customer and they choose
and at the time of purchasing. The result is that the Customers of Airtel are satisfied in the
Ghaziabad region. The customers in Ghaziabad think that the connectivity and network of Airtel is
good then the Others.

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SUGGESTION

The recommendation part of the project is prepared based on the research findings. By
following those recommendations, Airtel can decrease the dissatisfactions of the customers
and thus earn a sustainable, distinct competitive advantage to achieve more market share.

Airtel must upgrade the network coverage as early as possible. Since, the network up
gradation has not been finished yet Airtel should offer Miscall Alert service for free.
Customers understand that network improvement cannot be done overnight. But if miscall
alert service is offered at free of cost the existing customers may compromise with the current
situation and new customers may also wish to join Airtel. Thus, dissatisfaction may reduce
regarding network problem. Airtel should not send unnecessary SMS to the subscribers. It
makes the customers annoyed when a SMS is received during working hours. SMS can be
sent on weekend, holidays, or in off-peak hour so that it does not make the customers
dissatisfied.

Internet is now an integral part of our life. Airtel internet service must be developed
reasonably so that people can use more of it. Airtel must use advanced technology to improve
the phone call quality. The tariffs of the value-added service (VAS) can be reduced so that
more people can use VAS to enrich their moments.

Airtel offers enormous bonus talk time or SMS to the prepaid customers usable for short time
period. Customers get dissatisfied when they find that validity of using bonus offer expires
before it is consumed. Therefore, Airtel should increase the validity date for the bonus talk
time and SMS to enhance the satisfaction level.

Airtel can offer attractive handset bundle package with low price so that low income people
can afford to buy an airtel connection with handset.

Airtel must not only be sponsor of recreational programs at TV channels but they should be
an active participant of charity events to establish a good corporate image.

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BIBLIOGRAPHY

BOOKS:

1. Kotler Philip – Marketing Management, Analysis, Planning, Implementation and

Control:

Prentice Hall of India, 9th Edition: 1998

2. Kothari C R – Research Methodology Methods & Techniques:

Wishwa Prakashan, 2nd Edition: 1991

3. Kotler Philip, Keller Kevin, Koshi Abraham and Jha Mithileshwar-Marketing

Management: A South Asian Perspective, Pearson Education 13 th Education:

2009

Website:
* www.google.com
* www.bhartiairtel.com
* www.vodaphone.com
* Yahoo.com
* Microsoft Edge

Magazine:
* My Mobile
* Business world
* Digital India
* Business India

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QUESTIONNAIRE

Dear Sir/Madam, I JASWANT PRATAP SINGH student of GL. Bajaj Institute of

Management, Greater Noida did a project with Airtel at would be indeed grateful to your co-

operation is deeply socialites to provide the relevant information in filling this questionnaire.

The purpose of preparing this questionnaire is to try and understand the effectiveness of sales

promotional activities undertaken by Airtel telecom Services. I assure that the information will

be kept confidential.

Name of the respondent –

Contact No and address -

1. What is your occupation?

(a) Self-employed [ ] (b) House wife [ ]

(c) Serviceman [ ] (d) Student []

2. What is your annual Income?

(a) less than 5000 [ ] (b) between 5000-10000 [ ]

(c) between 10000-15000 [ ] (d) more than 15000 [ ]

3. Which Mobile service do you use?

(a)AIRTEL [ ] (b) Vodafone [ ]

(c) Others [ ]

4. Are you satisfied with Airtel Mobile service?

(a) Satisfied [ ] (b) Unsatisfied [ ] (c) less satisfied [ ]

5. Are you satisfied with Vodafone Mobile service?

(a) Satisfied [ ] (b) Unsatisfied [ ] (c) less satisfied [ ]

6. Are you satisfied with Others Mobile service?

(a) Satisfied [ ] (b) Unsatisfied [ ] (c) less satisfied [ ]

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7.Which Service is most preferred by you?

(a) Connectivity [ ] (b) Price [ ] (c) free SMS [ ]

(d) Free chatting [ ] (e) Free Roaming [ ] (f) Group messaging [ ]

8. Do you want to switch/Have you switched your mobile Service?

(a)Yes [ ] (b) No [ ]

9. Which media affects you most in making your decision regarding using the Mobile Service?

(a) Banners & hoardings [ ] (b) Magazines [ ]

(c) Friendship [ ] (d) Friends [ ]

10. Did advertising and sales promotion make an impact for your purchase?

(a) Yes [ ] (b) No [ ]

11. Do you have any suggestions for Airtel Telecom services?

..............................................................................................

.............................................................................................

Thank you very much for your kind co-operation and sparing your valuable time

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