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A Field Report On
CONSUMER SATISFACTION TOWARDS
“AIRTEL TELECOMMUNICATION SERVICES”
2010-2012
SINHGAD INSTITUTE OF BUSINESS ADMINISTRATION & REASEARCH
KONDWA (BK)
Pune-411048
SUMMBITED BY: SUMMITED TO:
ROHIT KUSHWAHA University of Pune or
SIBAR
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CERTIFICATE
This is certify that ROHIT KUSHWAHA student of SINHGAD INSTITTUDE OF
BUSINESS ADMINSTRATION & RESEARCH, Pune has completed his field project
report at of the title “CONSUMER SATISFACTION TOWARDS AIRTEL
TELEOMUNICATION SERVICES” and has submitted the project work report in partial
fulfillment of POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT of the
UNIVERSITY OF PUNE for the academic year 2010-2012.
He has worked under our guidance and direction. The said report is based on bonafide
information.
PROF. SWAPNIL PATIL PROF. AVADHOOT POL
Project Guide Director
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SINHGAD INSTITUTE OF BUSINESS ADMINISTARATION AND
RESEARCH, KONDHWA (BK)
DECLARATION
I, the undersigned, hereby declare that the Project Report titled “CO NSUMER
SATISFACTION TOWARDS AIRT EL TELEOMUNICATION SERVICES” written
and submitted by me to (the University of Pune or SIBAR), in partial
fulfillment of the requirement for the award of Master of Marketing
Management, is my original work and the conclusions drawn therein are based
on the material collected by myself.
Place: Pune
Date: ROHIT
KUSHWAHA
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ACKNOWLEDGEMENT
To improve a little you need to make affords. Not one or two till results. And to learn and
act, you need guidance. Our own self can undertake no study however big or small; behind
every act there are unforgettable memories, efforts, guidance and blessing of those person
without whom this study would not have gone even a small distance.
First and foremost, I owe special thanks to SINHGAD INSTITUDE OF BUSINESS
ADMISISTRATION & RESEARCH for giving me an opportunity to make project of the
title “CONSUMER SATISFACTION TOWARDS AIRTEL TELECOMMUNICATION
SERVICES” and even Prof. Swapnil Patil I even thank the staff members for their
encouragement and guidance.
To the best of the knowledge this work is totally authentic. I alone is responsible for any
deficiency or anomaly in the same.
ROHIT KUSHWAHA
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Executive summary
India has one of the world’s largest telecommunication networks. The telecom story
continues to be the best evidence of the efficacy of the reforms process. In just six years, the
number of mobile subscribers has gone from just about one million to 100 million, a
subscriber base that only four other countries China, the US, Japan and Russia can boast of.
None can doubt the correlation between this explosive growth in numbers and the steep
decline in the cost of the mobile phone and of its usage. Effective tariffs have dropped from
over Rs.14 a minute to Re 1, bringing the phone within reach of people even below the
middle-class. The Government may have, therefore, landed itself a winner in the mobile
phone, but the task of taking telecom to the other 90 per cent of the population will call for
even greater innovation in policymaking, technology and marketing.
Still three-fourths of the land mass is not illuminated by a cellular signal and the price
of the instrument is beyond the reach of a substantial section of the population let alone the
charges for its use. These issues, of course, can be resolved by decisive policy action, such as
a creative use of the Universal Services Obligation fund that now has over Rs.70 billion,
releasing adequate spectrum to operators in the metros, and a proactive investment policy
that invites many more equipment manufacturers to set up base in this country. The road for
India achieving the top most position in telecommunication is no longer a dream as India is
nearing China in all aspects in few years India will over power all countries and achieve its
target of top most position in telecom industry.
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Sr. No Content Page No.
Chapter 1 Introduction 7
Chapter 2 Objectives 10
Chapter 3 Methodology 11
Chapter 4 Company History 13
Chapter 5 Company Profile 16
Chapter 6 SWOT Analysis 19
Chapter 7 Data Interpretation 22
Chapter 8 Finding, suggestion and conclusion 38
Chapter 9 Limitations 41
Chapter
10
Bibliography 42
Chapter
11
Questionnaire 43
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CHAPTER – 1
INTRODUCTION
Consumer
A consumer is an individual who purchase or has the capacity to purchase goods and services
offered for sale by marketing institutions in order to satisfy personal or household needs,
wants or desires.
According to a statement made by Mahatma Gandhi, ‘consumer refers to the following,
“A consumer is the most important visitor on our premises. He is not dependent on us. We
are dependent on him. He is not an outsider to our business. He is part of it. We are not doing
him a favor by serving him. He is doing us a favor by giving us an opportunity to do so”. So
consumer is like the blood of our business and also a satisfied customer is a word of mouth
advertisement of a product / services.
CONSUMER SATISFACTION
Every human being is a consumer of different produces. If there is no consumer, there is no
business. Therefore, consumer satisfaction is very important to every business person.
According to Philip Kotler consumer satisfaction is defined on, “personal feeling of pleasure
resulting from comparing a product’s pursued performance in relation to his /her
expectations”. Consumer attitude measurements are taken on either potential buries or
existing client’s buries in order to identify their characteristics. Why should the
competent market engineer conduct consumer research? Consumer’s surveys can provide the
researcher with a wealth of information, valuable of the marketing function.
Detailed information regarding the customer in a market will provide the basic platform for
all marketing decisions. Marketing decision maker needs descriptive information about the
total potential unit and dollar sales in each segment. Perhaps the most important one is that a
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seller need to be aware of the relevant objective and need of consumer and how their
objectives might best be served by the products.
MARKET
The term market is derived from Latin Word ‘Mercatus’, which means ‘to trade’ that is
purchasing and selling of goods. It also means merchandise truthic place of business.
According to Pyle, “Market includes both place and region in which buyers and sellers or in
free competition with one another”.
MARKETING
Marketing includes all the impacts involved in the exchange process of transferring the
possession and ownership of goods or services from the producer to the ultimate consumer’s.
MARKETING FORMULA
a. The foremost step is business aims at profit.
b. For profit making he can sell the products.
c. For selling the product he should create customers.
d. For creating the customer’s, customer’s needs of preferences to be identified and
satisfied.
e. To satisfy the customer’s new product to be produced. Marketing is trying to learn,
Who buy the products or services?
How do they buy?
When do they buy?
Where do they buy?
Why do they buy?
How often they buy?
It is otherwise called understand and predict human actions in their buying role. A marketer
is act as consumers while them purchasing any goods /services, and try to market that
product to an ultimate consumer. So, marketing is starts with consumer and ends with
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consumer. So, today’s market is called on consumer market. It can be defined on, “All the
individuals and households who buy goods and services for personal
consumption” So, the consumer satisfaction is get more importance in the marketing
functions.
Importance of consumer satisfaction
The needs to satisfy customer for success in any commercial enterprise is very obvious. The
income of all commercial enterprise is derived from the payments received for the products
and services supplied to its customers. If there is no customer there is no income and there isno business. Then the core activity of any company is to attract and retain customers. It is
therefore no surprise that Peter Drucker the renowned management Guru, has said “to satisfy
the customers is the mission and purpose of every business”. Satisfaction of customer is
essential for retention of customer’s and for
continuous sales of the products and services of the company to customers. This establishes
the needs for and the importance of customer satisfaction. The satisfaction of consumers is
different from one to another. Became, each consumer has the different behavior in their life.
So, the marketer satisfy the consumer, he must very well know the behavior of consumer.
Consumer behavior:
The term consumer behavior may be defined as the behaviour that consumer displays in
searching for purchasing, using, evaluating, producing, services and ideas which they expect
will satisfy their needs. In other words, “It is a study of physiological, social, physical,
behaviors of all potential customer as they become aware of evaluation, purchase and
consumption and tell other
about products and services”. The study of consumer behaviour is the study of how
individuals make divisions to spend their resources like money, energy, time, etc. on
consumption of products.
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CHAPTER-2
OBJECTIVES OF THE STUDY
To study the evaluation of telecommunication service with particular reference to
India.
To ascertain the attributer which influenced the customer’s in selecting a
particular telecom services provider.
To study the consumer’s satisfaction towards different telecom service
providers in Asansol city.
To assess the problems faced by the cell phone users in Asansol City.
To offer valuable suggestions to improve the services of telecommunication in
Asansol city.
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CHAPTER-3
RESEARCH METHODOLOGY
Search of knowledge. A careful investigation or enquiry. A systematic effort to gain new
knowledge. Those are called an “Research” Research is a movement of knowledge from
known to unknown from the available place to the required place.
According to Clifford wode, “Defining and re-defining problems formulating the
hypothesis or jusested solutions. Collecting, organizing and evaluating data. Making
detections and reaching conclusions to determine whether fit the formulating the hypothesis”
. The Purpose of research to find out solutions to the problem, which has
not been discovered by anybody.
Research methods:
Those methods which are used by the researcher during the course of studying are research
problem are termed on research methods.
Research methodology:
The research methodology, not only the research methods are but also consider the logic
behind the methods. They are in the contest of our research studied. And explain why we are
using a particular method or techniques and we are not using others.
Descriptive research design:
It includes surveys, and facts finding enquires of different kinds. The manor purpose of
descriptive research is description of state of affairs on it exists at present. The main
character of this method is that the researcher has no control threw over the variables. He can
report what has happen or what is happening.
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Nature of data:
In this study the following data are used.
1. Primary data
2. Secondary dataCollection of data:
The data were collected from the respondents through the distribution of questionnaire.
Area of the study:
This study covers Asansol city only in West Bengal.
Sample size:The sample size of this study is 50.
Tools for analysis:
Along with the usual statistical tools such as tables, pie chart, colunm chart, percentages, bar
charts we sued for analyzing the data and arriving at the conclusion.
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CHAPTER-4
COMPANY HISTORY
Sunil Bharti Mittal founded the Bharti Group. In 1983, Sunil Mittal was 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 first in India to offer push-button telephones, establishing the basis
of Bharti Enterprises. This first-mover advantage allowed Sunil Mittal to expand his
manufacturing capacity elsewhere in the telecommunications market. By the early 1990s,
Sunil Mittal had also launched the country's first fax machines and its first cordless
telephones. In 1992, Sunil Mittal won a bid to build a cellular phone network in Delhi. In
1995, Sunil Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched
service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti
Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka
and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in
Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises
went public in 2002, and the company was listed on Mumbai Stock Exchange and National
Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the
single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In
2005, Bharti extended its network to Andaman and Nicobar.
In 2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel
began operating in Bangladesh and 16 African countries.
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Today, Airtel is the largest cellular service provider in India and fifth largest in the world.
Worldwide Presence
Coverage map of Bharti Airtel across 19 countries
Airtel is the 5th largest mobile operator in the world in terms of subscriber base and has a
commercial presence in 19 countries and the channel Island.
Bharti Airtel has crossed the 200 million wireless
subscribers mark worldwide. The announcement was made by Sunil Bharti Mittal on 18
November 2010. Out of the 200 million subscribers, 150 million are out of India, 43 million
are in Africa and about 7 million are from Bangladesh and Sri Lanka. The numbers include
mobile services subscribers in India, South Asia and Africa, Telemedia services subscribers
and Digital services subscribers.
On 18 November 2010, Airtel rebranded itself in India in the first phase of a global
rebranding strategy. The company unveiled a new logo with 'airtel' written in lower case.
Designed by London-based brand agency, Brand Union, the new logo is the letter 'a' in
lowercase, with 'airtel' written in lowercase under the logo. On November 23, 2010, Airtel's
Africa operations were rebranded to 'airtel'. Sri Lanka followed on November 28, 2010 and
on December 20, 2010, Warid Telecom rebranded to 'airtel' in Bangladesh.
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On May 9, 2009 Airtel signed a major deal with Manchester United Football Club. As a
result of the deal, Airtel gets the rights to broadcast the matches played by the team to its
customers.
Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of theChampions League Twenty20 cricket tournament. The tournament itself is named "Airtel
Champions League Twenty20."
The signature tune of Airtel is composed by Indian musician A. R. Rahman.
The tune became hugely popular and is the world's most downloaded mobile music with over
150 million downloads. A new version of the song was released on 18 November 2010, as
part of the rebranding of the company. This version too was composed by Rahman himself.
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Chapter-5
Company Profile
Bharti Airtel Limited, usually referred to simply as "airtel", is a Indian telecommunications
company that operates in 19 countries across South Asia, Africa and the Channel Islands. It
operates a GSM network in all countries, providing 2G or 3G services depending upon the
country of operation. Airtel is the fifth largest telecom operator in the world with over 207.8
million subscribers across 19 countries at the end of 2010. It is the largest cellular service
provider in India, with over 152.5 million subscribers at the end of 2010. Airtel is the 3rd
largest in-country mobile operator by subscriber base, behind China Mobile and China
Unicom..
Airtel also offers fixed line services and broadband services. It offers its telecom services
under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian
telecom service provider to achieve this Cisco Gold Certification. To earn Gold Certification,
Bharti Airtel had to meet rigorous standards for networking competency, service, support
and customer satisfaction set forth by Cisco. The company also provides land-line telephone
services and broadband Internet access (DSL) in over 96 cities in India. It also acts as a
carrier for national and international long distance communication services. The company
has a submarine cable landing station at Chennai, which connects the submarine cable
connecting Chennai and Singapore.
It is known for being the first mobile phone company in the world to outsource everything
except marketing and sales and finance. Its network (base stations, microwave links, etc.) is
maintained by Ericsson, Nokia Siemens Network and Huawei., business support by IBM and
transmission towers by another company (Bharti Infratel Ltd. in India). Ericsson agreed for
the first time, to be paid by the minute for installation and maintenance of their equipmentrather than being paid up front. This enabled the company to provide pan-India phone call
rates of Rs. 1/minute (U$0.02/minute). Call rates have come down much further. During the
last financial year [2009-10], Bharti has roped in a strategic partner Alcatel-Lucent to
manage the network infrastructure for the Telemedia Business.
The company is structured into four strategic business units - Mobile, Telemedia, Enterprise
and Digital TV. The Telemedia business provides broadband, IPTV and telephone services
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in 89 Indian cities. The Digital TV business provides Direct-to-Home TV services across
India. The Enterprise business provides end-to-end telecom solutions to corporate customers
and national and international long distance services to telcos.
Parteners:-
Network
Equipment
Mobile Services Nokia Siemens, Ericsson, Huawei
Telemedia & Long
Distance Services
Nokia Siemens, Juniper, Cisco, Alcatel
Lucent, ECI, Tellabs
Information Technology IBM
Call Centre Operations
IBM Daksh, Hinduja TMT,
Teleperformance,
Mphasis, Firstsource & Aegis
Equity Partner {Strategic} Singtel
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Bharti Airtel Limited
Industry Telecommunications
Founded 7 July 1995 (1995-07-07)
Founder(s) Sunil Bharti Mittal
Headquarters New Delhi, India
Area served South Asian & African countries and the Channel Islands
Key peopleSunil Bharti Mittal
(Chairman) and (MD)
Products
Mobile network
Wireless
Telephone
Internet
Satellite television
Revenue 35,699.27 crore (US$7.75 billion) (2009)
Operating
income 14,589.33 crore (US$3.17 billion) (2009)
Profit 9,426.16 crore (US$2.05 billion) (2009)
Total assetsUS$ 11.853 billion (2009)
Employees 30,000 (2010)
Parent
Bharti Enterprises (63.45%)
SingTel (32.15%)
Vodafone (4.4%)
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CHAPTER-6
SWOT ANALYSIS
STRENGTH:-
VERY FOCUSED ON TELECOM: -
Bharti Airtel is largely focused on the telecom, around 93% of the total revenue comes from
telecom(Total telecom revenue Rs 3,326).
LEADERSHIP IN FAST GROWING CELLULAR SEGMENT :-
Airtel is holding leadership position in cellular market.. Bharti Airtel is one of India's leading
private sector providers of telecommunications services based on an aggregate of 27,239,757
customers as on August 31, 2006, consisting of 25,648,686 GSM mobile and 1,591,071
broadband & telephone customers.
PAN INDIA FOOTPRINT :-
Airtel offers the most expansive roaming network. Letting you roam anywhere in India with
its Pan-India presence, and trot across the globe with International Roaming spread in over
240 networks. The mobile services group provides GSM mobile services across India in 23
telecom circles, while the B&T business group provides broadband & telephone services in
92 cities.
THE ONLY OPERATOR IN INDIA OTHER THAN VSNL HAVING
INTERNATIONAL SUBMARINE CABLES:-
Airtel, the monopoly breaker shattered the Telecom monopoly in the International Long
Distance space with the launch of International Submarine cable Network i2i jointly with
Singapore Telecommunications Ltd. in the year 2002. This has brought huge value to the
IPLC customers, delivering them an option besides the incumbent carrier, to connect to the
outside worldhuge value to the IPLC customers, delivering them an option besides the
incumbent carrier, to connect to the outside world.
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Weakness :-
Price Competition from BSNL and MTNL: -
Airtel is tough competition from the operators like Reliance and Vodafone as these two
operators are offering services at a low rate.
Untapped Rural market: -
Although Airtel have strong Presence throughout the country but still they are far away from
the Indian rural part and generally this part is covered by BSNL so indirectly Airtel isloosing revenue from the rural sector.
OPPORTUNITIES :-
THE FAST EXTENDING IPLC MARKET :-
An IPLC (international private leased circuit) is a point-to-point private line used by an
organization to communicate between offices that are geographically dispersed throughout
the world. An IPLC can be used for Internet access, business data exchange, video
conferencing, and any other form of telecommunication. Airtel Enterprise Services and
SingTel jointly provide IPLCs on the Network i2i. The Landing Station in Singapore is
managed by SingTel and by Airtel in Chennai (India). Each Landing Station has Power
Feeding Equipment, Submarine Line Terminating Equipment and SDH system to power the
cable, add wavelengths and convert the STM-64 output to STM-1 data streams respectively.
LATEST TECHNOLOGY AND LOW COST ADVANTAGE :-
The costs of introducing cellular services for Airtel are marginal in nature, as it needs only
to augment its cellular switch/equipment capacity and increase the number of base stations.
The number of cities, towns and villages it has covered already works to its advantage as
putting more base stations for cellular coverage in these areas comes with negligible
marginal cost. Besides such cost advantages, it has also other cost advantages for the latest
cellular technology. As a late entrant into the cellular market, it has dual advantage of latest
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technology with modern features, unlike other private cellular operators who started their
service more than 4-5 years back and low capital cost due to advantages of large scale
buying of cellular switch/equipment.
HUGE MARKET :-
The cellular telephony market is presently expanding at a phenomenal / whopping rate every
year and there is still vast scope for Airtel to enter /expand in this market. Besides there is a
vast rural segment where the cellular services have not made much headway and many
customers are looking towards Airtel for providing the service to them. With its wide and
extensive presence even in the remotest areas, Airtel poised to gain a big market share in this
segment when it expands cellular services into the rural areas.
THREATS :-
COMPETITION FROM OTHER CELLULAR :-
It is time for BSNL to improve/expand its cellular services. Fierce and cut-throat
competition is already in place with the markets ever a buzz with several tariff reductions
and announcement of attractive packages, trying to grab most of the ‘mind share’ of the‘king’ - ‘the consumer’, whose benefits are increasing with passing of everyday. If BSNL is
not innovative and agile, its cellular service will be a flop. It needs to be proactive with
attractive packaging, pricing and marketing policies lest its presence in the market be treated
with disdain by the private cellular companies. The launch of WLL services by Reliance
Infocomm has aggravated the situation.
MARKET MATURITY IN BASIC TELEPHONY SEGMENT:-
Although Airtel entered in the basic telephony market it’s a biggest there for the company
as the basic telephony market has reached.
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CHAPTER-7
DATA ANALYSES AND DATA INTERPRETATION
This chapter is allocated for analysis and interpretation of data. The analysis of consumer
satisfaction done by percentage analysis.
1. Do you use telecommunication service?
Observation:-
➢ There is 11% user who are using telecommunication services.
1. Which company do you prefer for telecommunication services?
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OPTION NO OF
RESPONDENT
% OF
RESPONDENT
YES 50 100
NO 00 00
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Observation:-
➢ On the basis of consumer preference, majority of the people are preferred Reliance
and Airtel.
1. Which type of service do you use?
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COMPANY NO OF RESPONDENT % OF RESPONDENT
a) Reliance 17 34
b) Airtel 12 24
c) Vodafone 4 8
d) Aircel 9 18
e) Others 8 16
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Observation:-
➢ Maximum people in Asansol are using GSM or Prepaid service.
1. How much is your monthly recharge?
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TYPES NO OF RESPONDENT % OF RESPONDENT
a) CDMA 3 6
b) GSM 24 48
c) Prepaid 23 46
d) Postpaid 0 0
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Observation:-
➢ On the basis of monthly recharge more than 50% people recharge their account less
than 500 Rs.
1. How many hours do you talk?
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OPTIONS NO OF RESPONDENT % OF RESPONDENT
a) Less than 500 26 52
b) 500 to 1000 12 24
c) 1000 to 1500 8 16
d) More than 1500 4 8
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Observation:-
➢ On the basis of talk time, more than 40% talk less than one hour per day.
1. Since the past how many years you are the consumer of this
Company?
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OPTIONS NO OF RESPONDENT % OF RESPONDENT
a) Less than an hour 22 44
b) 1 hour to 3 hours 12 24
c) 3 hours to 5 hours 9 18
d) More than 5 hours 7 14
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Observations:-
➢ Maximum people are using services sinse more than one year.
1. Do you use internet service?
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OPTIONS NO OF RESPONDENT % OF RESPONDENT
a) Less than one year 16 24
b) one to two year 19 20
c) two to three year 10 28
d) More than three
years
5 26
OPTION NO OF
RESPONDENT
% OF
RESPONDENT
YES 20 40
NO 30 60
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Observation:-
➢ Majority of the people are not using internet through mobile. They prefer computer to
use internet.
1. Your opinion about internet service?
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OPTIONS NO OF RESPONDENT % OF RESPONDENT
a) Very good 2 10
b) Good 5 25
c) Satisfactory 7 35
d) poor 6 30
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Observation:-
➢ Who are using internet they are at the satisfactory level.
1. Are you
satisfy with
the overall
service of
the
company?
30
OPTION NO OF
RESPONDENT
% OF
RESPONDENT
YES 39 78
NO 11 22
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Observation:-
➢ Airtel is successful to satisfy his customers.
1. If yes than, what is the reason?
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OPTIONS NO OF RESPONDENT % OF RESPONDENT
a) Call rates 9 23
b) Network 13 34
c) Recreation
facilities
5 13
d) All of these 12 30
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Observation:-
➢ Majority of the respondent are prefer to the network.
➢ Respondents are also satisfied from the price of Airtel.
1. If no then, what is the reason?
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OPTIONS NO OF RESPONDENT % OF RESPONDENT
a) Call rates 3 33
b) Network 1 11
c) Recreation
facilities
4 45
d) All of these 1 11
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Obesertvation:-
➢ Maximum people are dissatisfy due to Recreation facility and call rates.
1. Do you use roaming services?
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OPTION NO OF
RESPONDENT
% OF
RESPONDENT
YES 28 56
NO 22 44
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Observation:-
➢ 56% respondent says that, they uses roaming services
1. If yes than, are you satisfy with the service?
Observation:-
➢ 74% respondent who are use roaming service are satisfy with the service.
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OPTION NO OF
RESPONDENT
% OF
RESPONDENT
YES 17 74
NO 06 26
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1. Do you want to change your telecom company in the future?
Observation:-
➢ Majority of the respondent says that, they do not want to change their present
telecome company.
1. If yes than, which telecom company?
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OPTION NO OF
RESPONDENT
% OF
RESPONDENT
Yes 12 24
No 15 30
Not Decided 23 46
COMPANY NO OF RESPONDENT % OF RESPONDENT
a) Aircel 2 17
b) Vodafone 2 17
c) Reliance 5 41
d) others 3 25
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Observation:-
➢ Maximum people are in the favor of Reliance and oter like Vodafone and Uninor.
1. Would you recommend this telecommunication service to your friend &
relatives?
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OPTION NO OF
RESPONDENT
% OF
RESPONDENT
YES 40 80
NO 10 20
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Observation:-
➢ Those who are highly satisfy are want to recommed that particular service to their
relatives.
CHAPTER-8
FINDING, SUGGESIOAND CONCLUSION
This chapter is allocated to express the findings and conclusions in this study. Statistical
tools are applied to analyze the data. It includes the result of each and every tables, charts
and tests.
FINDINGS FROM PERCENTAGE ANALYSIS:-
➢ On the basis of consumer preference, majority of the people are preferred Reliance
and Airtel.
➢ Maximum airtel users are using airtel because of its network.
➢ Maximum people in Asansol are using GSM or Prepaid service.
➢ On the basis of monthly recharge more than 50% people recharge their account less
than 500 Rs.
➢ On the basis of talk time, most of the people (more than 40%) talk less than one hour
per day.
➢ On the basis of occupation, the students are only used cell phones in more level.
➢ Majority of the peoples are buy the cell phones by influencing their friends.
➢ On the basis of after sales service, the majority of the respondents are highly satisfied
in Airtel.
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➢ On the basis of periodical offers, majority of the people are not satisfied with Airtel.
➢ On the basis of outgoing call charges, majority of people are satisfied with Airtel.
➢ Majority of the people says that, there are 40% people who are using internet through
their cell phone.
➢ Respondents get the internet facility at satisfactory level.
➢ 56% respondent says that, they uses roaming services.
➢ 74% respondents who are use roaming service are satisfy with the service.
➢ Majority of the respondent says that, they do not want to change their present telecom
company.
SUGGESTIONS:
1. Airtel can try to expand their customer’s network.
2. Airtel can try to attract the young peoples. (Up to 22 years).
3. All the service providers should try to increase post paid users.
4. 75% of the peoples are unaware about the various services rendered by their service
provider. So the service providers try to make awareness of their customers services
to their customers.
5. Airtel can more attract the customers by reducing their price.
6. Airtel can try to increase their after sales services.
7. People in Airtel are highly dissatisfy due to the recreation facilities. They charge the
caller tune and other facilities without the customer’s permission so this problem
should be solved.
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CONCLUSION
After the completion of project I have seen the different aspects of this Winter Training
Project. Also I have gained some new experience about the consumer research. While
surveying I have met a large number people, with different perceptions, with different nature,
and as a result of this I have learnt a lot of things like how to talk with the different people
with different behavior. I am benefited a lot and this will definitely help me a lot in my
summer training as well as in the future.
Also the outcome that came out from this research work is that in city Asansol
telecommunication services are used on wide scale by most of the local person. Airtel is
most admired brand then it is Pune. It mostly preferred by the consumers. Most of the people
of Asansol are using Airtel because of its network facility.
This is an information era significance of information cannot be over emphasized. This study
attempts to find out the satisfaction of consumer regarding telecommunication service
providers. This decade, most of the peoples using cell phones. So, service providers are
increasing in more level. So service provider are should over come another one’s
competition. So, it leads to adding new features, schemes, periodical offers to their service.
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So, the consumers get maximum benefit from their service provider. Now-a-days, cell
phones are very necessity to all. Because, it is give safety to the men and women also. And
no person are feel cell phones are luxury one. So most of the persons are also should
preferred these cell phones to their children.
CHAPTER-9
LIMITATION OF THE STUDY
Though the detailed investigation is made in the present study, unit has got the following
limitations.
1. Duration of the study was three weeks.
2. This study is restricted only to the Asansol city. So, the results may not be applicable
to other areas.
3. This study is based on the prevailing customer’s satisfaction. But the customer’s
satisfaction may change according to time, fashion, technology, development, etc.
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4. As per the population of the study is huge, Research has been done on only 50 sample
respondents from each service providers.
5. The study is based on the information and documents provided by the interaction
with the various employees and the customers.
.
CHAPTER- 10
BIBLIOGRAPHY
www.bharti airtel.com
www.google.com
www.bussinessdictionary.com
Wikipedia
Reference books--
MARKETING MANAGEMENT - V.S. Ramaswamy, S.Namakumari
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RESEARCH METHODOLOGY - C.R.Kothari
OPERATION RESEARCH - Vittal
CHAPTER – 11
Questionnaire
Name: .............................. ……………….. Occupation:.......................................
Address:.....................................................................................................................
Annual Income: .....................................................................................................
1.Do you use telecommunication service?
(a) Yes (b) No
2.Which company do you prefer for telecommunication service?
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(a) Airtel (b) Vodafone
(c) Reliance (d) Aircel
(e) Others
3.Which type of service do you use?
(a) CDMA (b) GSM
(c) Prepaid (d) Post paid
4.How much is your monthly recharge?
(a) Less than 500Rs (b) 500 to 1000
(c) 1000 to1500 (d) more than 1500
5.How many hours do you talk per day?
(a) less than an hour (b) 1 hour to 3 hours
(c) 3 hours to 5 hours (d) more than 5 hours
6. Since the past how many years you are the consumer of this company?
(a) less than one year (b) one to two years
(c) two to three years (d) more than three years
7.Do you use internet service?
(a) Yes (b) No
8. Your opinion about internet service?
(a) Very good (b).Good
(c)Satisfactory (d) Poor
9. Are you satisfy with the overall service of the company?
(a) Yes (b) No
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10.If yes then, what is the reason?
(a) Call rates (b) Network
(c) Recreation facilities (d) All of these
11.If no then, what is the reason?
(a) Call rates (b) Network
(c) Recreation facilities (d) All of these
12.Do you use the roaming service?
(a) Yes (b) No
13.If yes then, are you satisfy with the service?
(a) Yes (b) No
14.Do you want to change your telecom company in the future?
(a) Yes (b) No
(c) Not Decided
15.If yes then, which telecom company?
(a) Aircel (b) Vodafone
(c) Reliance (d) Others
16. Would you recommend this telecommunication service to your Friends & Relatives?
(a) Yes (b) No
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17. Any
suggestion ................................................................................................................................................
...................................................................................................................................................................
.........