Dissertation Report By Nicks

8/13/2019 Dissertation Report By Nicks

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A Dissertation Report

On

Customer Satisfaction Towards Bharti Airtel

Submitted To:

COLLEGE OF MANAGEMENT AND COMPUTER

APPLICATION, MORADABAD

In Partial Fulfillment of the Requirement of the Degree of

Bachelor of Business Administration (BBA)

SESSION: 2009-2012

Department of Management

TEERTHANKER MAHAVEER UNIVERSITY

DELHI ROAD, MORADABAD

Project Guide:

Mr. Vivek Anand

Project Incharge:

Mr. Abhinav Shrivastav

Mr. Avinash Raj Kumar(Course Co-ordinator, BBA)

Submitted By:

NIKHIL RASTOGIRoll No. : R0912011230

B.B.A. VI Semester


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CERTIFICATE

This is to certify that Mr. _________________________________________ student

of BBA VI Semester (2009-12) at TMU has completed his dissertation under the guidance of

___________________________________ on the topic

_______________________________________________________________

The dissertation is a part of BBA VI semester curriculum of Teerthanker Mahaveer

University, Moradabad.

The student has genuinely carried out the project work. He has made sincere efforts in

the completion of the dissertation.

Project Guide

NIKHIL RASTOGI

Mr. VIVEK ANAND

Customer Satisfaction Towards Bharti Airtel

Mr. VIVEK ANAND


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STUDENT DECLARATION

I NIKHIL RASTOGI hereby declares that the work presented in this dissertation report

entitled

CUSTOMER SATISFACTION TOWARDS BHARTI AIRTEL for the

fulfillment of the award of Bachelor of Business Administration from Teerthanker Mahaveer

University, Moradabad is based on my work.The dissertation embodies the result of original

work and studies carried out by me and the contents of the project do not form the basis for

the award of any other degree to me or to anybody else.

NIKHIL RASTOGI

BBA VI SEM


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ACKNOWLEDGEMENT

It gives me immense pleasure and privilege to acknowledge my deepest sense of

gratitude towards all those who helped me in the successful execution of this

project.

I would like to thanks Chancellor Sir, Shri Suresh Jain, Group Vice Chairman

Mr. Manish Jain, and Executive Director Prof. Dr. A.K. Gargfor their able

guidance. I also extend my gratitude towards the H.O.D. Mr. M.P. Singhand

my course coordinators Mr. Avinash Raj Kumar and Mr. Abhinav

Shrivastav who entrusted me for the completion of this project. I am highly

indebted to my project guide Mr. Vivek Anand whose constructive counseling

and able guidance helped me immensely in bringing out this project in the

present form. And lastly the entire faculty member and Mr. Sanjeev Singh

(Librarian)& the entire Lab staff for providing me this opportunity and expose

me to industrial culture.

The acknowledgement would be incomplete without thanking my family and

friend who were a big support throughout.

NIKHIL RASTOGI


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STATEMENT OF THE PROBLEM

At the college, I was assigned with the topic as Customer Satisfaction towards

Bharti Airtel for my project work.

IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know the satisfaction of

consumers of BHARTI AIRTEL, how can the attract consumer adopting

different strategies and how the company can generate maximum profit by

convincing consumers.

LEARNING FROM THE STUDY:

Different products and services provided by the company.

Customers perception about the company.

The brand image of the company.

What are the problems faced by these company strategies management.

How to communicate with the customers.

Different techniques of dealing with the customers.

How to convince and convert a customer into a real customer.


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TABLE OF CONTENTS

1.

Introduction to the topic

2. Objective of the study

3. Company profile

4. Scope of the study

5. Assumption

6. Research Methodology

7. Data Analysis & Interpretation

8. Findings

9. Suggestions

10.

Limitations

11.Conclusion

12.Bibliography

13.Annexure


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INTRODUCTION


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INTRODUCTION

On the partial fulfillment of the B.B.A. degree, I was asked to make Dissertation

Report on the topic Customer Satisfaction towards BHARTI AIRTEL

given by the college and get familiar with the various activities in the market.

Customer Service and Satisfaction:

When we talk about customer service and/or satisfaction, we talk about

creativity. Creativity allows us to handle or diffuse problems at hand or later on

rather in the process of conducting the everyday business. We talk about how,

or what, does the organization have to do to gain not only the sale but also the

loyalty of the customer. We want to know the payoff of the transaction both in

the short and long term. We want to know what our customers Want? We want

to know if our customers are satisfied. Satisfaction, Of course, means that what

we delivered to a customer met the customers Approval. We want to know if

customers are delighted and willing to come back, and so on. Fleiss 2 and

Feldman 3 present examples of that delightfulness in their writings. Fleiss has

written about Ben and Jerrys ice cream and Feldman has discussed excellence

in a cab ride. As important as delightfulness is, some of us minimize it, or even

totally disregard it. At this point, we fail. Some of the issues that will guarantee

failure in sales, satisfaction, and loyalty are:

Employees must adhere to a rigid chain of command

Employees are closely supervised

Conflictin whatever formis not allowed

Rewards are based on carrot-and-stick principles

Wrong objectives are measure.

We must understand customer expectation levels concerning quality. We must

also understand the strategy for customer service quality, and next we must

understand the measurement and feedback cycles of Customer satisfaction.


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The customer is the person or unit receiving the output of a process on the

system. In fact, it is worth emphasizing that a customer can be the immediate,

intermediate, or ultimate customer. Also, a customer may be a person orpersons, or a process or processes. Customer satisfaction, however, is when the

customer is satisfied with a product/service that meets the customers needs,

wants, and expectations.

There are at least three levels of customer expectations about quality:

Level 1. Expectations are very simple and take the form of assumptions, must

have, or take it for granted. For example, I expect the airline to be able to take

off, fly to my destination, and land safely. I expect to get the correct blood for

my blood transfusion and I expect the bank to deposit my money to my account

and to keep a correct tally for me.

Level 2. Expectations are a step higher than that of level 1 and they require

some form of satisfaction through meeting the requirements and/or

specifications. For example, I expect to be treated courteously by all airline

personnel. I went to the hospital expecting to have my hernia repaired, to be in

some pain after it was done, to be out on the same day, and to receive a correctbill. And I went to the bank expecting the bank teller to be friendly, informative,

and helpful with my transactions.

Level 3.Expectations are much higher than for levels 1 and 2. Level 3 requires

some kind of delightfulness or aservice that is so good that it attracts me to it.

For example, an airline gives passengers traveling coach class the same superior

food service that other airlines provide only for first-class passengers. In fact, I

once took a flight where the flight attendants actually baked cookies for us right

there on the plane. When I went to the hospital, I expected staff to treat me with

respect and they carefully explained things to me. But I was surprised when

they called me at home the next day to find out how I was doing. And at my

house closing, the bank officer, representing the bank holding my mortgage, not

only treated me with respect and answered all my questions about my new

mortgage, but just before we shook hands to close the deal, he gave me a

housewarming gift.


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Customer satisfaction surveys help to:

Improve customer, client, or employee loyalty.

React quickly to changes in the market.

Identify and capitalize on opportunities.

Beat the competition.

Retain or gain market share.

Increase revenue.

Reduce costs.


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Objective of the study

1.

To know the consumer satisfaction regarding Bharti Airtel.

2. To know the market position of the company.

3.New trends or schemes offered by another company.


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COMPANY

PROFILE


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Company Profile

Founded :- 7thJuly, 1995

Key People:-Sunil Bharti Mittal (Founder and Chairman)

Revenue:- 596.01 Billion (2011)

Employees:- 20,675 employee

Products:- Fixed line telephonyMobile telephony

Broadband InternetDigital Television

Headquarter:- New Delhi, India


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Incorporated on July 7, 1995, Bharti Airtel Ltd is a division of Bharti

Enterprises. The businesses of Bharti Airtel are structured into two main

strategic groups - Mobility and Infotel. The Mobility business provides GSM

mobile services in all 23 telecommunications circles in India, while the Infotelbusiness group provides telephone services and Internet access over DSL in 15

circles. The company complements its mobile, broadband, and telephone

services with national and international long-distance services. The company

also has a submarine cable landing station at Chennai, which connects the

submarine cable connecting Chennai and Singapore. Bharti Tele-Ventures

provides end-to-end data and enterprise services to corporate customers by

leveraging its nationwide fibre-optic backbone, last mile connectivity in fixed

line and mobile circles, VSATs, ISP and international bandwidth access through

the gateways and landing station. All of Bharti Tele-Ventures' services are

provided under the Airtel brand. As of September 2005, Bharti Tele-Ventureswas the only company to provide mobile services in all 23 telecom circles in

India.

By the end of October 2005, Bharti Tele-Ventures was serving more than 14.74million GSM mobile subscribers and 1.10 million broadband and telephone

(fixed line) customers.

The equity shares of Bharti Tele-Ventures are currently listed on the National

Stock Exchange of India Ltd (NSE) and the Stock Exchange, Mumbai (BSE).As of September 30, 2005, the main shareholders of Bharti Tele-Ventures:Bharti Telecom Ltd (45.65%), a subsidiary of Bharti Enterprises; Singapore

Telecom (15.69%), through its investment division Pastel Ltd; and, Warburg

Pincus (5.65%), through its investment company Brentwood Investment

Holdings Ltd). Other shareholders with more than a 1% stake: Citi Group

Global Markets Mauritius Pvt Ltd (2.99%); Euro pacific Growth Fund (2.04%);

Morgan Stanley & Co International Ltd (1.93%); CLSA Merchant Bankers Ltd

A/C Carlyon (1.33%); Life Insurance Corporation of India (1.34%); and, The

Growth Fund of America Inc (1.11%).

Sunil Bharti Mittal, the founder-chairman of Bharti Enterprises (which ownsAirtel), is today, the most celebrated face of the telecom sector in India. He

symbolizes the adage that success comes to those who dream big and then work

assiduously to deliver it. Sunil Bharti Mittal began his journey manufacturing

spare parts for bicycles in the late 1970s. His strong entrepreneurial instinctsgave him a unique flair for sensing new business opportunities. In the early

years, Bharti established itself as a supplier of basic telecom equipment. His

true calling came in the mid 1990s when the government opened up the sectorand allowed private players to provide telecom services.


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Bharti Enterprises accepted every opportunity provided by this new policy to

evolve into India's largest telecommunications company and one of India's most

respected brands. Airtel was launched in 1995 in Delhi. In the ensuing years, asthe Airtel network expanded to several parts of India, the brand came to

symbolise the very essence of mobile services.

Airtel provides a host of voice and data products and services, including high

speed GPRS services. Airtel also offers a wide array of 'postpaid' and 'prepaid'

mobile offers, with a range of tariff plans that target different segments. A

comprehensive range of value-added, customized services are part of the unique

package from Airtel. The company's products reflect a desire to constantly

innovate. Some of these are reflected in the fact that Airtel was the first to

develop a 'single integrated billing system'

Airtel comes to you from Bharti Airtel Limited - a part of the biggest private

integrated telecom conglomerate, Bharti Enterprises. Bharti is the leading

cellular service provider, with an all India footprint covering all 23 telecomcircles of the country. It has over 21 million satisfied customers. Bharti

Enterprises has been at the forefront of technology and has revolutionized

telecommunications with its world class products and services. Established in

1976, Bharti has been a pioneering force in the telecom sector with many firsts

and innovations to its credit. Bharti has many joint ventures with world leaderslike SingTel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asianinfrastructure find, Mauritius; International Finance Corporation, USA and New

York Life International, USA. 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.

Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel hasestablished itself across India in sixteen states covering a population of over 600

million people. Airtel will soon cover the entire country through a process ofacquisitions and green field projects. With a presence in over 1,400 towns,

Airtel today has the largest network capacity in the country.

In the last nine years Airtel has achieved many firsts and unique records: it wasthe first to launch nationwide roaming operations, it was the first to cross the

one million and the five million customer marks. It was also the first to launch

services overseas.


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There are other 'firsts' credited to Airtel - many of them in the area of innovative

products and services. Today, Airtel innovates in almost everything that it

presents to the market. An excellent example is Easy Charge - India's first

paperless electronic recharging facility for prepaid customers. As evidence of itsfine record, Airtel has also been conferred with numerous awards. It won the

prestigious Techies Award for 'being the best cellular services provider' for four

consecutive years between 1997 and 2000 a record that is still unmatched.

And in 2003, it received the Voice & Data Award for being 'India's largest

cellular service provider', amongst others. As part of its continuing expansion,

Airtel has invested over Rs. 1,065 billion in creating a new telecom

infrastructure. In 2003/04, Bharti Tele-Ventures earned a gross profit of Rs. 16

billion on revenues of Rs. 50 billion.

Airtel is the third largest mobile operator in the world in terms of subscriber

base and has a commercial presence in 20 countries and theChannel Islands.

Its area of operations includes:-

TheIndian Sub continent:

Airtel Bangla,in Bangladesh

Airtel, in India

Airtel Sri Lanka,in Sri Lanka

Airtel Africa,which operates in 17 African countries:

Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the

Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria,Rwanda, Seychelles, Sierra Leone, Tanzania, Uganda and Zambia.

The BritishCrown Dependency islands of Jersey and Guernsey, under the

brand nameAirtel-Vodafone,through an agreement withVodafone.
http://en.wikipedia.org/wiki/Channel_Islandshttp://en.wikipedia.org/wiki/Channel_Islandshttp://en.wikipedia.org/wiki/Indian_Subcontinenthttp://en.wikipedia.org/wiki/Airtel_Banglahttp://en.wikipedia.org/wiki/Bharti_Airtel_Lankahttp://en.wikipedia.org/w/index.php?title=Airtel_Africa&action=edit&redlink=1http://en.wikipedia.org/wiki/Crown_Dependencyhttp://en.wikipedia.org/wiki/Airtel-Vodafonehttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/Vodafonehttp://en.wikipedia.org/wiki/Airtel-Vodafonehttp://en.wikipedia.org/wiki/Crown_Dependencyhttp://en.wikipedia.org/w/index.php?title=Airtel_Africa&action=edit&redlink=1http://en.wikipedia.org/wiki/Bharti_Airtel_Lankahttp://en.wikipedia.org/wiki/Airtel_Banglahttp://en.wikipedia.org/wiki/Indian_Subcontinenthttp://en.wikipedia.org/wiki/Channel_Islands


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Corporate Structure Of Bharti Airtel


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PROMOTIONAL STRATEGY FOR CONSUMER

SATISFACTION

After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular

market witnessed a surge in cellular services. By 2005, there were a total of 12players in the market with the five major players being Bharti Tele-Ventures

Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL), Hutchinson-Essarlimited (Hutch), Idea Cellular limited (Idea) and Reliance India Mobile (RIM).

All the players except RIM offered services based on the Global System for

Mobile (GSM) technology. RIM provided services based on Code Division

Multiple Access (CDMA) technology as well as GSM. As competition in the

telecom arena intensified, service providers took new initiatives to woo

customers. Prominent among these were celebrity endorsements, loyaltyrewards, discount coupons, business solutions and talk time schemes. The most

important consumer segments in the cellular industry were the youth segment

and the business class segment. The youth segment was the largest and fastestgrowing segment and was therefore targeted most heavily by cellular service

providers.

Bharti Tele-Ventures adopted celebrity endorsement as its chief promotional

strategy. By 2004 it emerged the unprecedented leader commanding the largest

market share in the cellular service market. Hutch implemented the celebrityendorsement strategy partially, relying primarily on its creative advertising for

the promotion of its brand. BSNL, on the other hand, attracted the consumer

through its low cost schemes. Being a state owned player, BSNL could cover

rural areas, and this helped it increase its subscriber base. Reliance was another

player that cashed on its innovative promotional strategies, which included

celebrity endorsements and attractive talk time schemes. Idea relied heavily on

its creative media advertising sans celebrities.

Strategies from which the company captures market and attracts consumers:-

Strategic alliance 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 also has a

strategic alliance with Vodafone. The investment made by Vodafone in

Bharti is one of the largest single foreign investments made in the Indiantelecom sector. The companys 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, and Corning, among others.


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The Company also has an information technology alliance with IBM for

its group-wide information technology requirements and with Nortel for

call center technology requirements.

Outsourcing The call center operations for the mobile services have beenoutsourced to IBM Daksh, Hinduja TMT, and Teletech & Mphasis.

Overseas Market. Airtel is looking for overseas market and already

started operation in Nigeria and Seychelles.

Competition Airtel is facing strong completion from MTNL and BSNL

in spite of the fact they are far away from Airtel technologically but these

two have a inside ranch in rural and urban area and have low tariff rates.

Brand Ambassador Airtel has strong brand ambassador, Sachin

Tendulkar, Shahrukh khan and A. R. Rehman, R. Madhavan, Vidhya

Ballan to promote the product and services.


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Some Achievements By Bharti Airtel

1. First to launch Cellular service on November 1995.

2. First operator to revolutionaries the concept of retailing with the

inauguration of Airtel Connect (exclusive showrooms) in 1995.

3. First to introduce push button phone in India.

4. First to expand its network with the installation for second mobile

switching center in April, 1997 and the first to introduce the Intelligent

Network Platform First to provide Roaming to its subscribers by forming

an association called World 1 Network.

5. First to provide roaming facility in USA. Enjoy the mobile roamingacross 38 partner networks & above 700 cities Moreover roam across

international destinations in 119 countries including USA, Canada, and

U.K. etc with 284 partner networks.

6. BHARTI announces agreement with VODAFONE marking the entry of

the World's Largest Telecom Operator into India.

7. Bharti Enterprises and AXA Asia Pacific Holdings Limited announce

Partnership for a life insurance joint venture in India.

8. Airtel Launches future factory - Centers of Innovation to Incubate

Pioneering Mobile Applications.

9. 16 states, 600 million people. Only India's leading mobile service offers

you the truly 'freedom-packed' Prepaid!


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SCOPE OF THE

STUDY


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Scope of the Study

This study includes Study on the CUSTOMER SATISFACTION TOWARDS

BHARTI AIRTEL to know the satisfaction of consumers in the country whoare using the service of AIRTEL. This study is of great importance to the

consumer as well as company to know whether the consumer is satisfied and thestrategy adopted by company is successfully works on the consumers.

The company will gain information and try its best to satisfy consumer through

its best service and products. There are some factors on which satisfaction of

consumer is based and we have to study on these factors. These factors are:-

1.

Price factor

2. Services provided by company

3. Attractive schemes and offers

4. Brand image- on the important factor

5. Customer care

6. Wide availability/ network coverage

7. Advertisement

8. Distribution channels

So, scope of this study is to provide consumer satisfaction because consumer

preference and satisfaction is companys primary objective.


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ASSUMPTIONS


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Assumptions

Assumption 1

Consumer is satisfied.

OR

Assumption 2

Consumer is not satisfied.


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RESEARCH

METHODOLOGY


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Research Methodology

Data is collected from both the Primary sources i.e. questionnaire and

Secondary sourcesi.e. internet, newspapers etc.

DATA COLLECTION SOURCES

PRIMARY DATA SOURCES Observation method, and

Experiment

SECONDARY SOURCE Internet

Newspaper

Magazines

Others

DATA COLLECTION TECHNIQUE

Questionnaire

DATA COLLECTION REPRESENTATION TOOL

Pie- Charts


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DATA ANALYSIS

AND

INTERPRETATION


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Data Interpretation And Interpretation

Q.1 which communication service company do you prefer most?

1. Airtel2. Vodafone

3. Idea

4. Others

INTERPRETATION:- Most of the consumers will choose AIRTELamong others.

48%

35%

15%

2%

AIRTEL

Vodafone

Idea

Others


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Q.2 whats your profession?

1. Student

2. Job holder

3.

Businessman4. House wife

INTERPRETATION:- Most of the consumers of AIRTEL are students i.e,46%.

46%

12%

36%

6%Student

Job holder

Businessman

Housewife


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Q.3 What is the best Quality in Airtel which forces you to use this?

1. Schemes

2.Network coverage

3.

Customer care support4. Other feature

INTERPRETATION:-Consumers prefers AIRTEL due to their network

coverage.

22%

58%

8%12%

Schemes

Network coverage

Care support

Others


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Q.4 Do you like the schemes in AIRTEL of?

1. Call rate cutter

2.

Sms packs3. Free call packages

4. Others

INTERPRETATION:- Most of the consumer likes the SMS pack of

AIRTEL among rate cutter and free call package.

24%

51%

13%

12%

Call rate cutter

SMS packs

Free call package

Others


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Q.5 You came to know about AIRTEL and its schemes by?

1. Advertisement

2. Retailer

3.

Friends4. Others

INTERPRETATION:- Consumers came to know about AIRTEL is fromAdvertisement and after that retailers and friends.

48%

4%

35%

13%

Advertisements

Retailers

Friends

Others


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Q.6 How many of your friends or relatives in phone book using AIRTEL?

1. Less than 30%

2. Between 30-50%

3.

Between 50-70%4. More than 70%

INTERPRETATION:- Most of the consumers having maximum friends

and relative that are AIRTEL users.

11%

37%45%

7%

Less than 30%

Between 30-50%

Between 50-70%

More than 70%


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Q.7 How much money spend on recharge at one time?

1. Less than 50

2. Between 50-100

3.

More than 100

INTERPRETATION:- Most of the consumers recharges more than 100rupees at a time.

19%

37%

44%

Less than 50 rs.

Between 50-100

More than 100


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Q.8 Do you want to change your AIRTEL number in other service provider

through MOBILE NUMBER PORTABILITY (MNP)?

1. Yes

2.

No3. May be

4. Cant say

INTERPRETATION:- Consumers are brand loyal and they will notchange their operator through MNP at any cost.

21%

45%

12%

22%Yes

No

May be

Can't say


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Q.9 GPRS facility provided by AIRTEL is?

1. Very fast

2. Fast

3.

Medium4. Poor

INTERPRETATION:- consumers are not that much satisfy with theGPRS speed.

17%

34%

39%

10%Very Fast

Fast

Medium

Poor


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Q.10 How much you rate AIRTEL between 1 to 5?

1. 1

2. 2

3.

34. 4

5. 5

INTERPRETATION:- Consumers would like to rate very good with 4points out of 5 i.e. 38%

2%

9%

21%

38%

30%

1

2

3

4

5


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Q.11 Do you agree that AIRTEL is INDIAs number #1 service provider?

1. Yes

2.No

3.

May be4. Cant say

INTERPRETATION:- Most of the consumers agrees with the statementthat AIRTEL is number 1 service provider in INDIA.

57%22%

12%9%

Yes

No

May be

Can't say


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FINDINGS


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SUGGESTION

ANDRECOMMENDATION


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Suggestion And Recommendations

1.

Provide regular training to the agents & distributors who act as linkbetween AIRTEL & their retailers.

2. Provide proper & complete information to agents & distributors well in

advance as to when a new scheme is to be launched.

3. Bringing new innovative & inductive schemes for its retailers & follow

up.

4. Organize parties for retailers who perform outstanding continuously or

are the leaders for a quarter of year in each district to create a competitive

environment among the retailers of AIRTEL.

5. AIRTEL should introduce cheaper recharge cards than the other because

its competitor HUTCH had introduced it.


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Limitations

1. Lack of time.

2. Until recently Airtel, did not own its own towers.

3. Cultural and social differences may change the consumer point of views.

4. Consumers are not ready to share the information.


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CONCLUSION


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Conclusion

1.

The conclusion of my study is that AIRTELs Advertising has a major

impact its users.

2. People like its schemes very much.

3. AIRTEL had created a very good image on the mind of the new users of

cellular service.

4.

AIRTEL has adopted a very good strategy by providing a new connectionwith NOKIA who is market leader in mobile set, many new users buy

Nokia sets and they get a free connection of AIRTEL.

5. AIRTEL is successful in capturing the highest market share by adopting

Celebrity Endorsement Strategy. A.R. Rehmaans tune for AIRTEL

worked as free advertising for AIRTEL as another service user uses it

too. Other celebrities like Shahrukh Khan (bollywood) and Sachin

Tendulkar (Cricket) has also contributed very much in AIRTEL.


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BIBLIOGRAPHY


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Bibliography

Websites:-

www.Wikipedia.org

www.google.com

www.airtel.com

Professional:-

Mr. Vivek anand

Mr. Abhinav shrivastav
http://www.google.com/http://www.google.com/http://www.airtel.com/http://www.airtel.com/http://www.airtel.com/http://www.google.com/


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ANNEXURE


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Annexure

Respondent profile

Name:-

Age:-

Occupation:-

Gender:-

Contact no. :-

Organization:-

Place:-

Date:-

Q.1 which communication service company do you prefer most?

1. Airtel

2. Vodafone

3. Idea

4. Others

Q.2 whats your profession?

1. Student

2. Job holder

3. Businessman

4. House wife


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Q.3 what is the best Quality in Airtel which forces you to use this?

1. Schemes

2.

Network coverage3. Customer care support

4. Other feature

Q.4 Do you like the schemes in AIRTEL of?

1. Call rate cutter

2. Sms packs

3.

Free call packages4. Others

Q.5 You came to know about AIRTEL and its schemes by?

1. Advertisement

2.

Retailer3. Friends4. Others

Q.6 How many of your friends or relatives in phone book using AIRTEL?

1. Less than 30%

2.

Between 30-50%3. Between 50-70%

4. More than 70%


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Q.7 How much money spend on recharge at one time?

1. Less than 50

2. Between 50-100

3.

More than 100

Q.8 Do you want to change your AIRTEL number in other service provider

through MOBILE NUMBER PORTABILITY (MNP)?

1. Yes

2.No

3. May be

4. Cant say

Q.9 GPRS facility provided by AIRTEL is?

1. Very fast

2. Fast

3. Medium

4. Poor

Q.10 How much you rate AIRTEL between 1 to 5?

1. 1

2. 2

3. 3

4. 4

5.

5

Q.11 Do you agree that AIRTEL is INDIAs number #1 service provider?

1. Yes2 N

Dissertation Report By Nicks

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