0601057 analysis of customer feedback for the study of

A

PROJECT REPORT

ON

“ANALYSIS OF CUSTOMER FEEDBACK FOR THE STUDY OF

SWITCHING PROCESS”

FOR

“BHARTI AIRTEL LIMITED.”

SUBMITTED BY

SANDEEP MURLIDHAR GAIKWAD

UNDER THE GUIDANCE OF

Dr. Vandana H. Gote

SUBMITTED TO

“UNIVERSITY OF PUNE”

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF THE DEGREE OF

MASTERS OF BUSINESS ADMINISTRATION (MBA)

THROUGH

VISHWAKARMA INSTITUTE OF MANAGEMENT

1

ACKNOWLEDGEMENT

2

ACKNOWLEDGMENT

It is said; the most important single word is 'we' and the zero important single word is 'I.' this

is true even in today’s modern era. It is absolutely impossible for a single individual to

complete the assigned job without the help and assistance from others. It is my greatest

pleasure to acknowledge sincere gratitude towards Mr.Sandeep Nair sales manager

BHARTI AIRTEL LTD, for his co-operation and guidance. I would also like to

acknowledge to my sincere gratitude to the Director of My institute Dr. SHARD JOSHI and

my project guide Prof. Mrs. Vandana Gote for guiding me and giving important suggestion

regarding this project work.

I wish to acknowledge the co-operation of all my friends and batch mates and am thankful to

them for their help in completing this project work. Finally, I am thankful to my entire family

members for their great support and encouragement.

SANDEEP M GAIKWAD.

3

TO WHOM SO EVER IT MAY CONCERN

This is to certify that Mr. Sandeep M Gaikwad is a bonafide student of our institute. He has

successfully carried out his summer project “Analysis of customer feedback for the study

of switching process.” titled at Bharti Airtel Ltd. This is the original study of Mr. Sandeep

M Gaikwad and important sources of data used by him have been acknowledged in his

report.

The report is submitted in partial fulfillment of two years full time course of Masters in

Business Administration 2006-2008 as per rules.

___________________ ________________________

Prof. Mrs.Vandana Gote Dr. Sharad L. Joshi

(Project Guide) (Director)

Vishwakarma Institute of Management

4

INDEX

5

INDEX

Chapter Description Page No.

1. Executive Summary 1

2. Introduction 3

3. Company Profile 6

4. Objectives 12

5. Research Methodology 13

6. Data Analysis & Findings 18

7. Conclusion 48

8. Suggestions 49

9 Limitations 51

10. Bibliography 52

11. Annexure 53

6

EXECUTIVE

SUMMERY

7

EXECUTIVE SUMMARY

The objective of the project is “Analysis of customer feedback for the study of switching

process.” The project was carried out for BHARTI AIRTEL LTD., Pune. Bharti Airtel

Ltd. is one of the umbrella divisions of Bharti Group Of Companies.

India is experiencing a communication revolution. It has changed the way business is done

and we are really heading towards being citizens of a global village. Mobile telephony is

leading the revolution and is expanding by leaps and bound. It can be gauged from the fact

that, our country is having 20 crores of mobile population within 12 years of introduction of

mobiles in India. The momentum is expected to continue for long.

Now days, telecom companies are flooding Market with number of new and innovative

products. 'Survival of the Fittest' is a nature's law. Thus every company is striving hard to

acquire more Market share along with retaining the existing Customer.

Thus I took the opportunity of summer project to have some insight in the mobile telephony

market and to study the market share of different telecom companies. I undertook the study

regarding Market Share of Airtel with reference to a population sample of 200 customers

from Bharti Vidyapeeth Area of Pune City.

The project involved studying the telephony market, segmenting the market, deciding the

sample size, preparing questionnaire, Field work, and analysis of collected Data and drawing

inference from the collected information etc. .

8

Objectives of my project are to find out:

1) The reasons of customer switching,

2) The Market share of Airtel with a limited sample.

3) To analyze the market potential of the product.

4) To check the satisfaction level of existing customers. Etc.

In order to decide the market strategy every company is expected to study its market share,

customer feedback on its services. In mobile telephony market there are many instances of

customer leaves one service provider and avail the services of other service provided. This is

termed as "Switching". Day by days the "Switching" is on rise. Thus I have tried to include

the same also in my project.

The data collected during the project was secondary as well as primary data. The

secondary data was collected to create the database of the survey. The sources used

for secondary data are various magazines, governmental & non-governmental

publications and internet.

Primary data was collected through the questionnaire filled by customers interviewed. The

analysis was carried out on the basis of the information obtained from questionnaire. To

carry out this research study, data collection (primary data) has been collected from 200

customers in Bharti Vidyapeeth area of Pune city, to know the actual facts and the market

position of the company. Out of 200 customers whom I surveyed, I made four groups of 50

customers each one for Boys students, one for girls’ students, one for Professionals and one

for Housewives.

After undergoing the project it is understood that Airtel has highest market share in the

market where I did survey but extent of customer switching on other services from Airtel is

also high due to Network and connectivity problems. Good schemes and good customer

9

service are the strong points of Airtel and majority of customer opine that Airtel is respected

brand in India.

INTRODUCTION

10

INTRODUCTION

In marketing parlance there are Four P’s, Price, Promotion, Physical Distribution and

Product. Philip Kotler had contributed four C’s, which are Customer Value, Customer coast,

Customer convenience, & Customer communication.

In an open economy like ours, no organisation can be complacent with their customer base.

They have to strive hard not only to retain existing customers but also have to continuously

look for new customers. In such scenario customer's satisfaction is of prime importance. A

satisfied customer acts as a brand ambassador. Thus every organization gives the maximum

attention toward the customer satisfaction.

It is necessary for an organisation to study market time to time & take the customer opinion

about product. They have to keep an eye on competitor's new schemes/offers. Philip Kotler

says in BW (1.Aug-2005) “Today’s market is customer based market so, no one make fool to

customer”. Customers have the choices for their need in every aspect of life.

Along with studying Market Share of 'Airtel', I also tried to study the satisfaction level of

Airtel as against the services provided by other telecom companies.

11

Current Scenario:

Indian mobile telecom market comprises of few prominent players like Bharti, BSNL, Idea,

Tata, Reliance and Hutch (Now Vodafone), while some are regional players like Spice

telecom. As of now Airtel is having highest number of subscribers. Reliance with its CDMA

technology based mobile services has captured a good market share. BSNL has emerged as

an aggressive player offering mobility at low prices with reaching out to all nooks and

corners of our country.

The entry of reliance has brought up many regulatory and technical issues governing the

telecom sector. Telecom Regulatory Authority of India (TRAI) is an independent agency

looking after the regulatory issues. The industry is ready to face another phase of reforms

addressing challenges posed by unified licensing and Access Deficit Charge (ADC).

Increased economic activities during last some years have increased disposable income of a

comman man. Our population comprises of a big segment of young people (age group 21-

35). This class of population always desire to catch up with others. Thus everyone in this

class wish to have a mobile phone. The concept of Lifetime Incoming free has gone well

with housewives and thus more and more number of housewives are having mobile phones

these days.

Apart from above mentioned segment there are professionals, businessman and working class

people for whom mobile is a necessity. Many companies are offering mobiles to their staff so

12

that they can be contacted any time. There is a separate segment of College students who

want to have mobile so as to contact their friends and parents.

SELECTION OF THE TOPIC AND ITS JUSTIFICATION

My topic for the project is “Analysis of customer feedback for the study of switching

process”. In order to decide the market strategy every company is expected to study its

market share, customer feedback on its services. In mobile telephony market there are many

instances of customer leaves one service provider and avail the services of other service

provided. This is termed as "Switching". Day by days the "Switching" is on rise. Thus I have

tried to include the same also in my project.

In the competitive market, the analysis of the product and its main competitors gives you the

idea – what to do in the near future to beat competitors and take a vast market share. It also

helps to understand the threats of the market and by analyzing these facts; we can make

strategies so as to be in good position.

Market information is the backbone of any business. We can find this information by

different methods like surveys, marketing intelligence, and other methods. It helps the

organization to understand its customers and make a room to provide him more services to

sustain them to with the organization. They become the loyal customer if we delighted them

by offering quality service.

13

COMPANY PROFILE

14

BHARTI ENTERPRISE

Established in 1985, Bharti Enterprise has been a pioneering force in the telecom sector with

many firsts and innovations to its credit, ranging from being the first mobile service in Delhi,

first private basic telephone service provider in the country, first Indian company to provide

comprehensive telecom services outside India in Seychelles and first private sector service

provider to launch National Long Distance Services in India.

Bharti Enterprises also manufactures and exports telephone terminals and cordless phones.

Apart from being the largest manufacturer of telephone instruments, it is also the first

telecom company to export its products to the USA.

The group companies under Bharti Enterprise are

1. Bharti Teletech

2. Bharti Tele-Venture

3. Bharti Global, and

4. Bharti Healthcare.

Bharti enterprise has successfully focused its strategy on telecom while straddling diverse

fields of business. From the creation of ‘Airtel’, one of India’s finest brands, to becoming the

largest manufacturer and exporter of world class telecom terminals under its ‘Beetel’ brand,

Bharti has created a significant position for itself in the global telecommunications sector.

15

Bharti Tele-Venture is today acknowledged as one of India’s finest companies, and its

flagship brand ‘Airtel’, has over 12 million customers across the length and breadth of India.

BHARTI COMPANIES

BHARTI AIRTEL LTD

Bharti Airtel Ltd is India’s leading provider of telecommunication services. The

company has 4 distinct Business divisions – Mobile & telephone services, broadband

services, long distance services and enterprise services.

BHARTI TELETECH LTD

Bharti Teletech Ltd manufactures and exports world-class telecom equipment under

the brand ‘Beetel’.

TELECOM SEYCHELLES LTD

Telecom Seychelles Ltd provides telecom services in Seychelles, under the brand

‘Airtel’

BHARTI TELESOFT LTD

Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS products and services

to telecom carriers.

TELETECH SERVICES (INDIA) LTD

Teletech Services (India) Ltd is joint venture with Teletech Inc., USA. It offers a

range of Customer Management Services.

16

FIELDFRESH FOODS PVT LTD

Field Fresh Foods Pvt Ltd is Bharti’s venture with EL Rothschild Group owned

ELRO Holdings India Ltd., to export fresh Agro products exclusively to markets in Europe

and USA.

BHARTI TELE-VENTURES

Incorporated in 1995 as a public limited company, Bharti Tele-Ventures Ltd is India’s

leading private sector provider of telecommunications. The Company is headed by Chairman

and Group Managing Director – Sunil Bharti Mittal who is assisted by two joint Managing

Directors- Akhil Gupta and Rajan Bharti Mittal.

Bharti Tele-Ventures current business includes – mobile services, fixed-line national and

international long distance services VSAT, internet services and network solutions.

The Bharti group offers cellular services in 16 out of 22 telecom circles, and has more than

two million cellular customers across the country.

Bharti’s services sector business include mobile operations in Andhra Pradesh, Chennai,

Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkata, Madhya Pradesh

circle, Maharashtra circle, Mumbai, Punjab, Tamil Nadu and Uttar Pradesh (West) circle. In

addition, it also runs fixed-line operations in Madhya Pradesh, Chattisgarh, Haryana, Delhi,

Karnataka and Tamil Nadu as well as nation wide broadband and long distance networks.

Bharti Enterprises also manufactures and exports telephone terminals and cordless phones.

Apart from the largest manufacturer of telephone instruments, it is also the first telecom

company to export its products to the USA.

17

Airtel from Bharti Tele-Ventures operates services in 15 of the 22 circles in India. Bharti’s

mobile footprint covers 93% of all mobile phone users in India cutting across 1.8 million

square km in 16 states touching 600 million people.

BHARTI AIRTEL

Bharti TeleVentures were incorporated on July 7; 1996.It provides a range of telecom

services, which includes cellular, Basic, Internal and National long distance.

Bharti TeleVentures is India’s leading private sector provider of telecommunication services

based on strong customer base consisting of approximately 12.26 million total Customers

which constitute, approximately 11.39 million mobile and approximately 874000 fixed line

customer as of April 30, 2005. Bharti Tele- ventures is one of the India’s leading private

sector provider of telecommunication service based on an aggregate of 13,190,787 customers

as of June 30, 2005

Bharti TeleVentures Consisting of 12256384 GSM mobile and 934503 broadband and

telephone customers. The business at Bharti TeleVentures have been structured in two main

strategies business groups the mobility Leaders business groups and the Infotel leader’s

business groups. The mobility business groups provide broadband and telephone Services,

long distance services and enterprise services. All these service are provided under the Airtel

Brand.

Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse

fields of business. From the creation of ‘AIRTEL’ one of India’s finest brand to becoming

the largest manufacture and exporter of world class telecom terminals under its ‘Beetel

brand’ Bharti TeleVentures today acknowledge as one of the India’s Finest companies and its

18

‘Beetel brand’ Bharti TeleVentures today acknowledge as one of the India’s finest companies

and its flagship brand ‘Airtel’ have over 12 million customers across the length and breadth

in India.

VISION AND MISSION OF BHARTI AIRTEL

VISION

“To provide global telecom services and delight and delight customers.”

By 2010, Airtel to be the most admired brand in India.

Loved by more customers

Targeted by top talent

Benchmarked by more businesses

MISSION

Airtel will meet the mobile communication needs of Airtel customers through:

Error free service delivery

Innovative products and services

Cost efficiency

Unified Messaging Solutions

19

BHARTI VALUES

Innovation: We will generate and implement entrepreneurial and innovative ideas, which

will continuously create new growth engines.

Customer satisfaction: We are committed to delivering service beyond the expectations of

the customer. Our quality of customer responsiveness clearly differentiates us from

others.

Performance based Culture: We benchmark our processes and performance against world-

class standards. We distinguish between performers and non-performers by valuing

achievement at the individual as well as the team level. Ours is a culture of

inclusively where feedback, learning and ideas are actively encouraged, sought and

acted upon.

Valuing Partnership: We are committed to building exemplary relationship with our

partners, which stand on the principles of mutual trust and mutual growth.

Valuing People: We nurture an environment where people are respected and their

uniqueness is valued. We believe that people are our key differentiators.

20

Responsible Corporate Citizenship: We are committed to making a positive and proactive

contribution to the community. As a responsible corporate citizen we will contribute

to and abide by environmental and legal norms.

Ethical Practices: We will uphold the highest ethical standards in all internal and external

relationship. We will not allow misuse or misrepresentation of any kind.

OBJECTIVES

21

OBJECTIVES OF THE STUDY

The study was designed and conducted to accomplish the following objectives.

1) To find out the Market share of Airtel with a limited sample.

2) To find out the reasons for "customer switching"

3) To analyze the market potential of the product.

4) To check the satisfaction level of existing customers.

5) To collect the customers feed back on services being offered by Airtel.

6) To know about customers preference.

7) To find whether the customer is willing to buy same brand in the future.

8) To find the factors which influence the customers in choosing a particular brand?

22

RESEARCH METHODOLOGY

23

RESEARCH METHODOLOGY

Research in common parlance refers to a search for knowledge. One can define research as a

scientific and systematic search of pertinent information on a specific topic. In fact, research

is an art of scientific investigation. Research is an academic activity and as such the term

should be used in a technical sense. According to Clifford woody research comprises

defining, redefining and problems, formulating hypothesis or suggested solutions; collecting

and organizing and evaluating data; making deductions and reaching conclusions; and at last

carefully testing the conclusions to determine whether they fit the formulating hypothesis.

In short the search for knowledge the injective and systematic method of finding solution to

a problem is research. The systematic approach concerning and the formulation of a theory is

also research. As the term ‘research’ refers to the systematic method.

24

MARKETING RESEARCH

Marketing is a specialized function of management generally interpreted today as including

all those activities concerned with the development production and distribution of products to

identifiable markets where they will provide satisfaction to those who buy them. Marketing

research is therefore far ranging in its inquiries it covers product development identifying in

the market and suitable methods of selling distribution promotion and sales/service facilities.

In fact every aspect of business activity from the idea stage to eventual consumer

satisfaction.

Marketing research should be viewed as a form of applied research that while imposing on

its practitioners the rigors and discipline of scientific inquiry has a pragmatic purpose.

Without this scientific orientation marketing research would have little validity it would

deteriorate into subjective and biased assessment of market behavior. Hence an objective

posture and systematic methods of inquiry are vital constituents of marketing research. It has

been observed that marketing research is scientific in the sense that science may be at least

partly defined in terms of the attitude of disinterest and impersonality one must take towards

the outcomes of scientific investigation. Science deals with the unembroidered fact rather

than with opinion and belief.

MARKET SURVEY

Market survey is one of the widely used MR techniques. Market survey is at times viewed as

synonymous with market research. This is erroneous. It has to be understood clearly that

market survey is just one of the techniques of market research and is not synonymous with

market survey. It is just one method of collecting the marketing information required for

carrying out a given marketing research task. It is used if the required data is not available

from the company s internal records and from external published sources. It amounts to

original research work/field research work for the purpose of collecting raw data. There are

two types of market survey:

1) Census survey

2) Sample survey

25

RESEARCH TOOL –QUESTIONNAIRE

Questionnaire development is an important part of the market survey job. It is an art that calls

for a lot of expertise and resourcefulness on the part of the researcher. The questionnaire

should be structured so as to collect all relevant information. It often sets the framework as

well as the tone of the survey. The research data is build up on the framework of the

questionnaire. If the questionnaire is faulty, it will generate incorrect information and no

amount of analysis and interpretation can set it right. The choice of words in the

questionnaire should also be appropriate and should be easily understood by all respondents

Nuances of questionnaire development

As a general principle, the questionnaire should be as simple as the subject of the survey

permits. It should be brief and to the point, forming a logical sequence. Questions should be

broken into component parts so as to cover a single idea. Leading and misleading questions

should be avoided. Questions, which respondents cannot answer properly, should be avoided.

The questions in a survey questionnaire usually belong to one or the other of the following

types.

A) Open ended questions.

B) Close ended questions.

METHODOLOGY

26

Measurability of the data gathered from the respondents is one of the important requirements

in any research study. Measurement may be easy, if the answers are totally based on

qualitative data. But in any marketing situation, responses sought from the respondents are

qualitative in nature, relating to perception, feelings, likes and dislikes, inclinations and

preferences.

To carry out this research study, data collection (primary data) has been collected from 200

customers in Bharti Vidyapeeth area of Pune city, to know the actual facts and the market

position of the company. Out of 200 customers whom I surveyed, I made four groups one for

Boys students, one for girls’ students, one for Professionals and one for Housewives. Each

group of 50 customers. To experience the primary data, sampling procedure is implemented

in research study. Sampling is the function of an expert should possess adequate knowledge

of the statistical theory of probability and also have considerable experience in survey work

relating to marketing problems. The quality of statistical sample is not a matter of luck. It is

the result of the scientific application of the right research approach. To get the complete

data, non-probability sampling has been undertaken.

Scope and importance;

Marketing starts with market research and ends with market research. To start any new

business, first we should check if there is demand of the product, we are offering. Who are

our competitors? What is the position of the competitors? What is the financial position?

What are the strategies of the competitors and what are our strategies? For all these answers

and many more, market research is very important. Before investing any amount of money in

the market, market research is a must. With every increase in the complexities, marketing in

business activity carrying out research relating to customers, products and market also

becomes equally complex, necessitating specialized skill and sophisticated techniques. This

resulted in emergence of market research as a specialized subject of marketing management.

27

Market research plays a key role in the entire marketing process. It helps the firm in

marketing measurement, assessment of market potential and development of sales and

forecast. It also helps the firm acquire a better understanding of the customer and the

marketing environment. It aids the formulation of marketing mix. As a matter of fact,

decision making of each element of marketing mix, like products and services mix,

distribution mix, promotion mix and pricing policy relies heavily on market research

findings.

3.4 RESEARCH METHODOLOGY

A. Research Design

Research type: descriptive research

Type of data used: primary and secondary data

Method of data collection: survey

Research instrument: structured schedule with open ended and Close ended questions.

Contact method: personal interview

28

B. Sample Design

Sampling technique: Simple Random Sampling Without Replacement (SRSWOR).

Sampling unit Mobile user in Bharti Vidyapeeth Area

Sample size: 200.

Sample area: Bharti Vidyapeeth area of Pune city.

29

DATA ANALYSIS

AND FINDINGS

1. Which telecom service you are presently using?

Telecom service No. of customers % No. of customers

Airtel 76 38

BSNL 20 10

Idea 46 23

Reliance 12 6

Tata Indicom 12 6

Hutch 34 17

Total 200 100

30

Interpretation:

Most of customers I surveyed were using Airtel, about 38% of customers were using service

of Airtel, 23% of customers were using Service of Idea, 17% were using Hutch, 10% were

using BSNL and 6% of customers were using Reliance and Tata Indicom each. From above

analysis we can say that Airtel is most preferable brand of the customers in the market of

Bharti Vidyapeeh area.

A) Boys’ students.

.


Airtel 26 52

BSNL 04 8

Idea 12 24

Hutch 08 16

Total 50 100

31

Interpretation:

Out of 50 Boy students 52% student were using Airtel comparatively higher percentage than

other telecom service provider. Whereas 8%, 24%, 16% college students were using BSNL,

Idea and Hutch respectively. No college student was using Reliance and Tata Indicom at all.

B) Girls students.

32

.

Interpretation:

In Girls student category 40% customers were using Airtel, 4% were using BSNL and 12%

customers were using Idea and Reliance respectively. Whereas the percentage of Hutch users

were 32%.

C) Professionals.


Airtel 20 40

BSNL 02 04

Idea 06 12

Reliance 06 12

Hutch 16 32

Total 50 100

33

Interpretation:

In professional group 48% customers were having preference to Airtel, whereas 24% 0f

professionals were using Idea, 4%,16% and 8% were having preference to Reliance Tata

Indicom and Hutch respectively.

D) Housewives.


Airtel 24 48

Idea 12 24

Reliance 02 04

Tata Indicom 08 16

Hutch 04 08

Total 50 100

34

Interpretation:

Among the housewives,12% were using Airtel, 28% were using BSNL, Whereas 32%

customers were having priority to Idea which is comparatively more than others. 12%

housewives were using Hutch and 8% customers were using Reliance and Tata Indicom

respectively.

2) Reason for choosing Airtel.


Airtel 06 12

BSNL 14 28

Idea 16 32

Reliance 04 08

Tata Indicom 04 08

Hutch 06 12

Total 50 100

35

Reason No of customers % No. of customers

Better service 14 15.9

Goodwill of the company 08 09

Good schemes 44 50Just needed 16 18.2

Goodwill of the comp & Better service 6 6.81

TOTAL 88 100

REASON FOR CHOOSING AIRTEL

15.9

9

50

18.2

6.81

0

10

20

30

40

50

60

Better service Goodwill of thecompany

Good schemes Just needed Goodwill of thecomp & Better

service

REASON

% N

O. O

F C

US

TO

ME

RS

Interpretation:

It is clear from data collected and results found that most of respondents (50%) were having

opinion that good schemes is the reason for choosing service of Airtel, Whereas 18.2% of

respondents opine that they were just in need, that’s why they opted Airtel, 15.9% customers

told that better service was the reason for choosing Airtel, Whereas 9% and 6.81% of

respondents had the reasons goodwill of the company and ‘goodwill of the company and

better schemes’ respectively.

3) Before Airtel were you using other service? Yes/No

36

Response No. of Customers % No. of customers

Yes 36 47.36

No 40 52.63

Total 76 100

Interpretation:

Out of 76 Airtel users 36 customers were using other telecom service whereas 40

Customers had chosen Airtel when they started using mobiles.

37

4) Given below are the schemes of Airtel, Which do you prefer most

Schemes No of customers % No. of customers

Friends 46 60.5

Airtelone 10 13.2

Lifetime incoming free 16 21

Other recharge schemes 04 5.3

Total 76 100

PREFERENCE FOR COMPANY'S SCHEMES

60.5

13.2

21

5.3

0

10

20

30

40

50

60

70

Friends Airtelone Lifetime incomingfree

Other rechargeschemes

SCHEMES

% N

O. O

F C

US

TO

ME

RS

Interpretation:

It is clear from data collected and results found that most of respondents (60.5%) were

having opinion that they prefer most to Friends scheme, Whereas 13.2% respondents opine

that Airtelone scheme was most suitable for them, also 21% and 5.3% respondents told that

Lifetime incoming free and Other recharge schemes are most preferable to them.

38

A) For Boys students

61.5

15.4

7.8

15.4

0

10

20

30

40

50

60

70

% NO. OF CUST.

Friends Airtelone Lifetimeincoming free

Otherrechargeschemes

SCHEMES


Interpretation:

Study found that out of 50 boys students surveyed most of respondents Preferred Friends

scheme (61.5%), whereas 7.8% respondents were having preference to Lifetime incoming

free schemes and 15.4% respondents had preference to Airtelone and Other recharge

schemes respectively.


Friends 16 61.5

Airtelone 04 15.4

Lifetime incoming free 02 7.8


Total 26 100

39

B) For Girls students

Interpretation:

It is clear from data collected and results found that most of respondents(70%) were having

opinion that they prefer most to Friends scheme and 30% Respondents preferred Lifetime

incoming scheme, Whereas no respondent had preference to Airtelone and Other recharge

schemes.


Friends 14 70


Total 20 100

40

C) For Professionals.

Schemes No of customers % No. 0f customers

Friends 12 50

Airtelone 04 16.67



Total 20 100

Interpretation:

It is clear from data collected and results found that most of respondents (50%) were having

opinion that they prefer most to Friends scheme, whereas 16.67% respondents opine that

Airtelone scheme was most suitable for them, also 25% and 8.33% respondents told that

Lifetime incoming free and other recharge schemes are most preferable to them.

41


50

16.67

25

8.33

0

10

20

30

40

50

60

Friends Airtelone Lifetime incomingfree

Other rechargeschemes

SCHEMES

% N

O O

F C

US

TO

ME

RS

D) For Housewives.

Interpretation:

It is clear from data collected Out of 50 Housewives, results found that most of respondents

(67%) were having opinion that they prefer most to Friends scheme and 33% respondents

preferred Lifetime incoming scheme, Whereas no respondent had preference to Airtelone

and Other recharge schemes.

Schemes No of customers % No. 0f customers

Friends 04 67


Total 06 100

42

6) How would you rank the customer service of Airtel?

05

1015202530354045

% RESPONDENTS

Excellent Verygood

Good Average Poor

RESPONSE

RANKING OF CUSTOMER SERVICE

Excellent

Very good

Good

Average

Poor

Interpretation:

Total numbers of customers interviewed were ,76 as one can see 44.7% of respondents had a

good opinion about the customer service, whereas 21% of respondents had very good

opinion , 23.7% had average opinion about the customer service. Only 2.6% had excellent

opinion

One more thing to note is complete absence of any negative opinion about the customer

service.

Response No of respondents % No of respondentsExcellent 02 2.6Very good 16 21

Good 34 44.7Average 18 23.7

Poor 06 7.9Total 76 100

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7) Are you satisfied with the service of Airtel?

Interpretation:

Overall analysis of customer’s satisfaction towards service of Airtel in Bharti Vidyapeeth

area, Pune is 63.16% and rest 36.84% of total customers are of opinion that they were not

satisfied


Yes 48 63.16

No 28 36.84

Total 76 100

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B) 2) Before using Idea were you using other service or not?

IDEA USERS


Yes 18 39.14

No 28 60.86

Total 46 100

Interpretation:

When asked before using Idea whether they using other tele. Service out of total 46 Idea

users 18 customers were using other, whereas 28 customers had chosen Idea first time.

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Interpretation:

When asked Out of 18 customers, 14(77.78%) customers were using Airtel while only 4

(22.22%) customers were using Hutch.

Telecom Service No of customers % No. 0f customersAirtel 14 77.77Hutch 04 22.22Total 18 100

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Interpretation:

When asked the reason for switching on Idea most of the customers i.e. 37.5% told that they

faced lot of connectivity problem when they were using Airtel , Whereas 12.5% opined that

they had problems of network, sound clarity, no better schemes, High STD rates and some

personal reason each.

Reasons No. of customers % No. 0f customersNetwork problem 04 25Connectivity problem 06 37.5Not better schemes than Idea 02 12.5High STD calling rate 02 12.5Personal reasons 02 12.5Total 16 100

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Satisfied 42 91.3

Not satisfied 04 08.7

Total 46 100

Interpretation:

Overall analysis of customer’s satisfaction towards service of Idea in Bharti Vidyapeeth area,

Pune is 91.3%, and rest 8.7% of total customers are of opinion that they were not satisfied

because of comparatively high rate of outgoing calls to other than Idea.

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HUTCH USERS


Yes 38 64.7

No 12 35.3

Total 50 100

Interpretation:

As per the graph shown above out of total 34 customers, most of the respondents were using

other telecom service before using Hutch i.e. 64.7% .and rest 35.3% Customers had chosen

Hutch for the first time.

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05

101520253035404550

% NO. OF USERS

Airtel BSNL Reliance Tata Indicom

TELECOM SERVICE

TELECOM SERVICE

Interpretation:

Total numbers of customers interviewed were 34, Out of which 22 customers before Hutch

had been using service of different providers, Most of them i.e. 45.5% customers were using

Airtel, 27% were using BSNL, whereas 18.2% and 9% respondents were using Tata Indicom

and Reliance respectively.

Telecom Service No of customers % No. 0f customersAirtel 10 45.5BSNL 06 27.3Reliance 02 09Tata Indicom 04 18.2Total 22 100

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Interpretation:

When asked the reason for switching on Hutch 33.33% customers had connectivity and High

STD rate problems respectively, Whereas 16.67 respondents had network problem and

opinion of not better schemes than Hutch respectively.

Overall analysis of customer’s satisfaction towards service of Hutch in Bharti

Vidyapeeth area, Pune is 100%, out of 34 customers interviewed all were satisfied with

present service.

Reasons No. of customers % No. 0f customersNetwork problem 02 16.67Connectivity problem 04 33.33High STD calling rate 02 33.33Not better schemes than Hutch 02 16.67Total 10 100

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BSNL USERS

Interpretation:

When asked before using BSNL whether they using other tele. Service Out of total 20 BSNL

users 12 customers were using other, Whereas 8 customers had chosen BSNL first time.


Yes 12 60

No 08 40

Total 20 100

Service No. of customers % No. 0f customersAirtel 06 37.5Idea 04 25Reliance 02 12.5Tata Indicom 02 12.5Reliance and Idea 02 12.5Total 16 100

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TELECOM SERVICE USERS

37.5

25

12.5 12.5 12.5

0

5

10

15

20

25

30

35

40

Airtel Idea Reliance Tata Indicom Reliance andIdea

TELECOM SERVICE

% U

SE

RS

Interpretation:

Total numbers of customers interviewed were 20, Out of that 12 customers before Hutch had

been using service of different providers, Most of them i.e. 37.5% customers were using

Airtel, 25% were using Idea, whereas 12.5% respondents were using Tata Indicom, Reliance

and , Reliance and Idea respectively.

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Interpretation:

When asked the reason for switching on BSNL, 66.7% customers said that Airtel had

connectivity problem and 33.3% customers said that unlike BSNL, Airtel didn’t had free

calling from Airtel to Airtel.

Overall analysis of customer’s satisfaction towards service of BSNL in Bharti


present service.

RELIANCE USERS

Reasons No. of customers % No. 0f customers

Connectivity problem 04 66.7

Not free calling from Airtel to Airtel 02 33.3

Total 06 100

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Interpretation:

Among all telecom service providers 33.3% customers were using other service before

switching on reliance, whereas 66.7% customers opted Reliance first time. All 33.3%

customers were using Hutch before switching on present service.

Overall analysis of customer’s satisfaction towards service of Reliance in Bharti


present service of Reliance.

TATA INDICOM USERS


Yes 04 33.3

No 08 66.7

Total 12 100

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Interpretation:

Among all telecom service providers 33.3% customers were using other service before

Switching on Tata Indicom, whereas 66.7% customers opted Tata Indicom first time. all

33.3% customers were using Airtel before switching on present service.


Yes 04 33.3

No 08 66.7

Total 12 100

Reasons No. of customers %No. of customers

Network problem 02 50

Not unlimited talk time from Airtel to Airtel

02 50

Total 04 10056

Interpretation:

When asked the reason for switching on Tata Indicom, 50% customers said that it had

Network problem, whereas 50% customers said that unlike Tata Indicom, Airtel didn’t had

unlimited talk time from Airtel to Airtel.


Satisfied 10 83.3

Not satisfied 02 16.7

Total 12 100

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Interpretation:

Overall analysis of customer’s satisfaction towards service of Tata Indicom in Bharti

Vidyapeeth area, Pune is 83.3%, and rest 16.7% of total customers are of opinion that they

were not satisfied because of comparatively high rate of outgoing calls to other than Tata

Indicom.

CUSTOMERS SWITCHED FROM AIRTEL TO OTHER SERVICES.

CUCCCCCCCCCCCCCCCCCCCCCCC

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Interpretation:

Total numbers of customers interviewed were 34, as one can see 41% of respondents are

switched on Idea which is highest among all, secondly 29.41% of customers are switched on

Hutch, 17.64% were on BSNL and 11.76% of customers were switched on Tata Indicom.

One more thing to note is complete absence of customers switching on Reliance from Airtel.

REASONS FOR SWITCHING FROM AIRTEL TO OTHER SERVICES

AIRTEL

IDEA (41%)

HUTCH (29.41%)

BSNL (17.64%)

TATA INDICOM (11.76%)

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Interpretation:

Total numbers of customers interviewed were 36, as one can see 33% of respondents told

that the reason of switching on services from Airtel are network problem and connectivity

problem respectively.16.5% customers responded that Airtel don’t have better schemes than

the telecom service they were using had, 11.11% customers told the reason for switching on

other service from Airtel was high calling rate of STD calls from Airtel and 5.55% customers

switched due to personal reasons.

AIRTEL

NETWORK PROBLEM (33%)I(4)+H(2)+B(4)+T.I(2)

CONNECTIVITY PROBLEM (33%)I(6)+H(4)+B(0)+T.I(2)

NOT BETTER SCHEMES (16.5%)I(2)+H(2)+B(2)+T.I(0)

HIGH STD CALL RATE (11.11%)I(2)+H(2)+B(0)+T.I(0)

PERSONAL REASONS (5.55%)I(2)+H(0)+B(0)+T.I(0)

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CONCLUSION

On completing the project following are some of my conclusions:

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In Bharti Vidyapeeth area Airtel has highest market share but Idea and Hutch can be

potential threats

In Bharti Vidyapeeth area Students and Professionals have priority to Airtel, whereas

for housewives Idea is most preferred brand.

Good schemes are the major reason for most of the customers for choosing service of

Airtel.

Most of the customers are having preference to the Friends scheme of the Airtel

Majority of the customers are satisfied with the customer service of the Airtel and

having good opinion.

Majority of the unsatisfied customers of Airtel are switched on the service of Idea this

is mainly due to ……….

For the customers the Major reasons for switching on other services are Network

problems and connectivity problems. In network problems busy network is the major

whereas call gets disconnected in-between, not good celerity of voice etc are other

problems. In rural areas the range is not proper in closed room or in basement of a

building.

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SUGGESTIONS

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All though I had a small stint at Airtel, due to interaction with Customers, Airtel staff and other interaction outside purview of this project, I have following suggestions for the Company:

A. Idea is potential competitor for Airtel as majority of the customers are using service

of Idea are satisfied with the service. With reference to Pune, I feel that Idea is going

aggressive here as they think that there a good potential. That’s why they have come

out with advertisement with local language and flavour. Although Airtel is doing

good publicity however it should try to be city specific.

B. One of the reason for customer satisfaction of Idea may be the company has strong

Retailer base and has good coverage, according to most of the customers the network

of Idea is just non comparable.

C. Company should concentrate on new Subscribers as very few customers are

"Switching" to Airtel. In such case Company should think of coming out with scheme

for lower economic class as this is an untapped segment.

D. Company should correct technical problems in Network as the percentage of

customers switching on other services is major due to these reasons, Network

problems may be due to the company has high customer base in particular area and

one tower can not suffice this much group of customers.

E. Company should launch new schemes for housewives category, as there is good

scope for enrolling new subscribers. For this a new scheme may be introduced where

there will be a comman billing for husband and Wife. We can come up with a scheme

where the balance in husband’s mobile may be shared with wife's mobile.

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F. For college students company should come up with Night calling at a very cheap rate

as this is the time when they wish to chat with their friends. As network is not so busy

during night time, this will lead to optimum utilization of existing Network.

G. To avoid Network Problems Company may go in for Tower sharing Agreement or it

can install towers in the mountains, hills outside the city as the network will

accommodate the rural population also.

H. Though customers of Airtel are switching over other services, many customers still

prefer Airtel. as in the area where I did survey is a college campus and many students

have came from rural areas (specially north India) and according to them Airtel has

strong connectivity in north and having opinion that Airtel is most popular and

respected brand in India.

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LIMITATIONS

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LIMITATIONS

The limitations of the given projects are as follows:

1. Respondent bias might have influenced.

2. Some customer s refuse to co-operate and do not disclose their guanine opinion.

3. The respondent could not give precise answers to some of the questions.

4. Customer s response are deemed and believed to be true to their knowledge.

5. The opinion is based on the particular area of Pune city only.

6. Sample size is very low.

7. Making appointments to the management personnel is a tough job, because they

have very less time.

8. The weather in these months was very bad.

9. Average response by the respondents.

10. The results of the analysis based in the survey may not reveal the complete. Indian and

global scenario because the survey is restricted to only a few market segments.

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BIBLIOGRAPHY

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INTERNET

www.airtel.com

www.eweek.com/article2/0,1895,1862926,00.asp

www.google.com

www.mobilepundit.com

www.airtel.in

www.bharti.com

AIRTEL BROCHURES

MARKETING BOOKS

Principle of marketing – Philip Kotler

Research Methodology Methods and Techniques – C R Kothari

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http://www.bharti.com/

http://www.airtel.in/

http://www.mobilepundit.com/

http://www.google.com/

http://www.eweek.com/article2/0,1895,1862926,00.asp

http://www.airtel.com/

ANNEXTURE

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QUESTIONNAIRE

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GENERAL QUESTIONS

a) Name ……………………………………………

b) Adress …………………………………………..

c) Age ……….

d) Occupation ……………………………………..

e) Contact no ………………………………………

QUESTIONS FOR DATA COLLECTIONS

1) Which telecom service you are presently using?

a) Airtel

b) BSNL

c) Idea

d) Reliance

e) Tata Indicom

f) Hutch

A) If the answer of the question is Airtel then

1) For how many years you are using Airtel service?

a) One

b) Two

c) Three

d) More than three

2) Reason for choosing Airtel

a) Better service

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b) Goodwill of the company

c) Good schemes

d) Just needed

3) Before that were you using other service? Yes/No

if yes then specify the name …………………..

4) Do you think that schemes of Airtel are better than

schemes of other service providers? Yes/No

5) How would you rank the customer service of Airtel?

a) Excellent

b) Very good

c) good

d) Average

e) Poor

6) Are you satisfied with the service of Airtel? Yes/No

if not then specify the reasons ………………………..

……………………………………………………….

B) If the answer of the question is other than Airtel

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1) For how many years you are using this service?

a) One

b) Two

c) Three

d) More than three

2) Before using this were you using other service or not? Yes/No

if answer is yes then specify the name………………..

3) If the name is Airtel then the reason for switching on present

Service ………………………………………………………..

………………………………………………………………..

4) Are you satisfied with the present service? Yes/No

If no then specify the reason ……………………………………

……………………………..

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0601057 analysis of customer feedback for the study of

Business

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