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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

1



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

2



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

3



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

4



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.

5



6



7

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



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

8



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

9



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.

10



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.

11



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.

12



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.

13



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.

14



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.

15

http://en.wikipedia.org/wiki/File:Bharti-Airtel-Country-Map.PNG



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.

16

http://en.wikipedia.org/wiki/ESPN_Star_Sports

http://en.wikipedia.org/wiki/Champions_League_Twenty20

http://en.wikipedia.org/wiki/Cricket

http://en.wikipedia.org/wiki/A._R._Rahman

http://en.wikipedia.org/wiki/Champions_League_Twenty20

http://en.wikipedia.org/wiki/Cricket

http://en.wikipedia.org/wiki/A._R._Rahman

http://en.wikipedia.org/wiki/ESPN_Star_Sports



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

17

http://en.wikipedia.org/wiki/Telecommunications

http://en.wikipedia.org/wiki/South_Asia

http://en.wikipedia.org/wiki/Africa

http://en.wikipedia.org/wiki/Channel_Islands

http://en.wikipedia.org/wiki/GSM_network

http://en.wikipedia.org/wiki/2G


http://en.wikipedia.org/wiki/List_of_mobile_network_operators

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/China_Mobile

http://en.wikipedia.org/wiki/China_Unicom


http://en.wikipedia.org/wiki/Sunil_Bharti_Mittal

http://en.wikipedia.org/wiki/Cisco

http://en.wikipedia.org/wiki/Chennai

http://en.wikipedia.org/wiki/Singapore

http://en.wikipedia.org/wiki/Ericsson

http://en.wikipedia.org/wiki/Nokia_Siemens_Network

http://en.wikipedia.org/wiki/Huawei

http://en.wikipedia.org/wiki/IBM

http://en.wikipedia.org/wiki/Alcatel-Lucent

http://en.wikipedia.org/wiki/Telecommunications

http://en.wikipedia.org/wiki/South_Asia

http://en.wikipedia.org/wiki/Africa


http://en.wikipedia.org/wiki/GSM_network



http://en.wikipedia.org/wiki/List_of_mobile_network_operators


http://en.wikipedia.org/wiki/China_Mobile




http://en.wikipedia.org/wiki/Cisco

http://en.wikipedia.org/wiki/Chennai

http://en.wikipedia.org/wiki/Singapore

http://en.wikipedia.org/wiki/Ericsson

http://en.wikipedia.org/wiki/Nokia_Siemens_Network

http://en.wikipedia.org/wiki/Huawei

http://en.wikipedia.org/wiki/IBM

http://en.wikipedia.org/wiki/Alcatel-Lucent



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

18



19

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%)

http://en.wikipedia.org/wiki/Industry

http://en.wikipedia.org/wiki/Telecommunication

http://en.wikipedia.org/wiki/Entrepreneur


http://en.wikipedia.org/wiki/New_Delhi




http://en.wikipedia.org/wiki/Chairman

http://en.wikipedia.org/wiki/Managing_director

http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Mobile_network

http://en.wikipedia.org/wiki/Wireless

http://en.wikipedia.org/wiki/Telephone

http://en.wikipedia.org/wiki/Internet

http://en.wikipedia.org/wiki/Satellite_television

http://en.wikipedia.org/wiki/Revenue

http://en.wikipedia.org/wiki/Crore

http://en.wikipedia.org/wiki/United_States_dollar

http://en.wikipedia.org/wiki/Earnings_before_interest_and_taxes




http://en.wikipedia.org/wiki/Net_income



http://en.wikipedia.org/wiki/Asset

http://en.wikipedia.org/wiki/Employment

http://en.wikipedia.org/wiki/Holding_company

http://en.wikipedia.org/wiki/Bharti_Enterprises

http://en.wikipedia.org/wiki/SingTel

http://en.wikipedia.org/wiki/Vodafone

http://en.wikipedia.org/wiki/Indian_rupee



http://en.wikipedia.org/wiki/Industry

http://en.wikipedia.org/wiki/Telecommunication

http://en.wikipedia.org/wiki/Entrepreneur


http://en.wikipedia.org/wiki/New_Delhi




http://en.wikipedia.org/wiki/Chairman

http://en.wikipedia.org/wiki/Managing_director

http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Mobile_network

http://en.wikipedia.org/wiki/Wireless

http://en.wikipedia.org/wiki/Telephone

http://en.wikipedia.org/wiki/Internet

http://en.wikipedia.org/wiki/Satellite_television

http://en.wikipedia.org/wiki/Revenue







http://en.wikipedia.org/wiki/Net_income



http://en.wikipedia.org/wiki/Asset

http://en.wikipedia.org/wiki/Employment

http://en.wikipedia.org/wiki/Holding_company

http://en.wikipedia.org/wiki/Bharti_Enterprises

http://en.wikipedia.org/wiki/SingTel

http://en.wikipedia.org/wiki/Vodafone



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.

20



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

21



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.

22



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?

23

OPTION NO OF

RESPONDENT

% OF

RESPONDENT

YES 50 100

NO 00 00



Observation:-

➢ On the basis of consumer preference, majority of the people are preferred Reliance

and Airtel.

1. Which type of service do you use?

24

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



Observation:-

➢ Maximum people in Asansol are using GSM or Prepaid service.

1. How much is your monthly recharge?

25

TYPES NO OF RESPONDENT % OF RESPONDENT

a) CDMA 3 6

b) GSM 24 48

c) Prepaid 23 46

d) Postpaid 0 0



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?

26

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



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?

27


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



Observations:-

➢ Maximum people are using services sinse more than one year.

1. Do you use internet service?

28


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



Observation:-

➢ Majority of the people are not using internet through mobile. They prefer computer to

use internet.

1. Your opinion about internet service?

29


a) Very good 2 10

b) Good 5 25

c) Satisfactory 7 35

d) poor 6 30



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



Observation:-

➢ Airtel is successful to satisfy his customers.

1. If yes than, what is the reason?

31


a) Call rates 9 23

b) Network 13 34

c) Recreation

facilities

5 13

d) All of these 12 30



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?

32


a) Call rates 3 33

b) Network 1 11

c) Recreation

facilities

4 45

d) All of these 1 11



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



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.

34

OPTION NO OF

RESPONDENT

% OF

RESPONDENT

YES 17 74

NO 06 26



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?

35

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



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?

36

OPTION NO OF

RESPONDENT

% OF

RESPONDENT

YES 40 80

NO 10 20



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.

40



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

41

http://www.bharti/

http://www.google.com/

http://www.bussinessdictionary.com/

http://www.bharti/

http://www.google.com/

http://www.bussinessdictionary.com/



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

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

.........

Winter Project on Airtel_rohit

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