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CCCUUUSSSTTTOOOMMMEEERRR AAACCCQQQUUUIIISSSIIITTTIIIOOONNN&&&
RRREEETTTEEENNNTTTIIIOOONNN OOOFFF AAAIIIRRRTTTEEELLL
CCCUUUSSSTTTOOOMMMEEERRRSSS IIINNNPPPAAATTTNNNAAA
Submitted in the Partial Fulfilment of the Requirement of the Course
. Of PGDM (2009-2011)
Submitted To: Submitted by:
Prof. P.K. Agarwal AJEET KUMAR SINGH
(Director) ROLLS NO: MO9002
IIMT PROFESSIONAL COLLEGEIIMT Nagar, Ganga Nagar, Mawana Road, Meerut 250001
Ph: 91-121-2626284, 2620287, Fax: 91-121-2649606, 2621006
Email:[email protected];Web Site:www.iimtindia.net
mailto:[email protected]:[email protected]:[email protected]://www.iimtindia.net/http://www.iimtindia.net/http://www.iimtindia.net/http://www.iimtindia.net/mailto:[email protected]7/31/2019 Ajit Final Project Work
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COMPANY CERTIFICATE
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DECLARATION
I, AJIT KUMAR SINGH, hereby declare that the project entitledCUSTOMERACQUISITION & RETENTION OF AIRTEL CUSTOMER IN PATNA is my
original work, done by me. Now it is an asset of IIMT PROFESSIONAL COLLEGE,
Meerut All the rights for using this project report lie with the institute. Unauthorized
copying, hiring, broadcasting, or rental of this project without permission from the
institute will be considered illegal.
DATE: AJIT KUMAR SINGH
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ACKNOWLEDGEMENT
Presenting a Summer Training project of this type is an arduous task,
demanding a lot of time. I cannot in full measure reciprocate the kindness shown and
contribution made by various persons in this endeavour. I will remember all of them
with gratitude.
My sincere thanks towards Mr. ANAND PRIYA ASM -Airtel, PATNA), for
giving me a chance to take this project and for her valuable guidance, which helped
me on all those points, which I needed to include in, with full intensity , for his
significant support extended for the successful completion of the project
I am extremely gratified to Mr. RAHUL SINGH (T.L., Airtel), who was
extremely helpful in offering his professional expertise and bestowing me practical
knowledge in all spheres related to the whole organization working.
I am very grateful to myDirector Dr. P.K AGARWAL and all faculty
members, especiallyMR. PRADEEP KUMAR for their excellent guidance in the
completion of my project work
DATE: AJIT KUMAR SINGH
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PREFACE
It Is a thing of massive gratification for me to prsent this Sumer Training
Project Report on the topic Customer Acquisition & rtention of Airtel Customer in
Patna completed in an unrivaled organisation AIRTEL, In PATNA'.
Mobile telephony adoption is on the rise and recent technological innovations have
dramatically enhanced the capabilities of the wireless telephone. Leveraging the
power of these new capabilities, various business sectors are working together to offer
a wide array of services. Each sector is looking for the next "killer application," yet
we are still learning about people's information and communication needs while "on
the go."
The goal of this two-months training is to bring together an international group of 5-8
practitioners and researchers from various sectors of the mobile communications
industry. We will discuss the following topic areas and, prior to the workshop; invite
participants to identify specific issues that they feel are particularly relevant and
timely. I myself have for a long time deeply interested in studying consumer trends &
behaviour towards mobile industry.
I know that even in the areas in which I have a little knowledge, I do not know
enough. There are new tasks in these areas for which I am not yet equipped with
tested, proven approaches and tools. New areas of challenge and new technology
problems has arisen, where I have done 7 little work so far and where I have so far
only ignorance rather than even a modicum of knowledge.
This project attempts to identify and define areas related to consumer
behaviour regarding new connection services. It also attempts to develop at least first
approach.
DATE: AJIT KUMAR SINGH
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EXECUTIVE SUMMARY
Airtel comes to you from Bharti Cellular Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises.
Bharti provides a range of telecom services, which include Cellular, Basic,
Internet and recently introduced National Long Distance. Bharti also manufactures
and exports telephone terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it is also the first company to export
its products to the USA. Bharti is the leading cellular service provider, with a
footprint in 15 states covering all four metros and more than 7 million satisfied
customers
Bharti Tele-Ventures believes that the demand for mobile services in India will
continue to grow rapidly as a result of the following factors:
Lower tariffs and handset prices over time;
Growth in pre-paid customer category;
Greater economic growth and continued development of India's economy;
Higher quality mobile networks and services; and
Greater variety and usage of value added services
The project is based on the study of consumer trends, behaviour,
preferences and level of satisfaction in Airtel communication Ltd. The study was
conducted in Patna with sample size of 100 and sample units were suppliers and
Consumer of mobile connection
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TABLE OF CONTENTS
PARTICULAR PAGE NO
DECLARATION (IV)
ACKNOWLEDGEMENT (V)
PREFACE (VI)
EXECUTIVE SUMMARY (VII)
CHAPTER I
INTRODUCTION 1-15
CHAPTER II
COMPANY PROFILE
ORGANIZATIONAL STRUCTURE
SWOT ANALYSIS
BUSINESS & MARKETING STRATEGIES
COMPANY PLANS.
16-36
CHAPTER
III
RESEARCH METHODOLOGY
OBJECTIVES OF THE STUDY
RESEARCH DESIGN
COLLECTION OF DATA
PRIMARY DATA
SECONDARY DATA
37-41
CHAPTER IV
DATA ANALYSIS AND INTERPRETATION 42-55
CHAPTERV
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FINDINGS
CHAPTER VI
56-57
LIMITATION 58-59
CHAPTER
VII
CONCLUSION 60-61
CHAPTERVI
RECOMMENDATIONS & SUGGESTIONS 62-64
CHAPTERVII
o BIBLIOGRAPHYo QUESTIONNAIRE
65-66
67-71
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INTRODUCTION
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INTRODUCTION
This is project ofcustomer acquisition & retention of Airtel customer in Patna
During this whole training i got a lot of expererience and came to know about
management practice in real that how it differ from those the theoretical knowledge
And practically in real life.
In today globalize world cut-throat competition is prevailing in the market,
Theoretical knowledge is not sufficient. Beside this one need to have practical
knowledge, which would help in his/her carrier activities and it is true Experience is
the best teacher
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LITERATURE REVIEW
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A key factor for the growth of any business is the acquisition of new customers and
the retention of existing clients. While customer acquisition is a key goal, it poses
challenges, including potentially high marketing costs and efforts needed to close a sale.
For most businesses, the primary means of growth involves the acquisition of new
customers. This could involve finding customers who previously were not aware of your
product, were not candidates for purchasing your product, or customers who in the past have
bought from your competitors. Some of these customers might have been your customers
previously, which could be an advantage (more data might be available about them) or a
disadvantage (they might have switched as a result of poor service). In any case, data mining
can often help segment these prospective customers and increase the response rates that an
acquisition marketing campaign can achieve.
Customer Retention is the activity that a selling organization undertakes in order to reduce
customer defections. Successful customer retention starts with the first contact an
organization has with a customer and continues throughout the entire lifetime of a
relationship. A companys ability to attract and retain new customers, is not only related to
its product or services, but strongly related to the way it services its existing customers and
the reputation it creates within and across the marketplace.
Customer retention is more than giving the customer what they expect; its about exceeding
their expectations so that they become loyal advocates for your brand. Creating customer
loyalty puts customer value rather than maximizing profits and shareholder value at the
centre of business strategy The key differentiator in a competitive environment is more often
than not the delivery of a consistently high standard of customer service.
http://en.wikipedia.org/wiki/Marketplacehttp://en.wikipedia.org/wiki/Brandhttp://en.wikipedia.org/wiki/Brandhttp://en.wikipedia.org/wiki/Marketplace7/31/2019 Ajit Final Project Work
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TELECOM HISTORY SINCE 1842 TILL NOW
With the dramatic changes in interpersonal communication over the past decade,
Internet messaging has emerged as the primary medium for transferring information
quickly, inexpensively, and reliably. However, the growing popularity of wireless
telephones has added another dimension to the communications equationmobility.
As more Indians rely on cellular communication, this market is expected to see
explosive growth over the forecast period.
Lets have a review of telecommunication History:-
TELECOM HISTORY
1842: Wireless by conduction
1843: Early electromagnetic research, wireless by induction
1865: Induction and Dr. Loomis
Early radio discoveries
1879: D.E. Hughes and the first radio-telephone reception
1880: The photo phone and the first voice radio-telephone call
1880 to 1900: Radio development begins in earnest
1910: The first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development
The modern era begins
1946: The first commercial American radio-telephone service
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1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
Prehistory (Birth to Bell Labs, 1924)
While puzzling over the mysteries of radio, many inventors worked
concurrently on power generation, telegraphs, lighting, and later, telephone. The
thorough understanding of electricity required to produce a reliable, practical radio
system took a long time and happened in different phases.
In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science
that could help generate electrical power and, if fully understood and applied, usher in
the era of telecommunication.
Michael Faraday - 1791 to 1867
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In 1821 Michael Faraday reversed Oberstars experiment and in so doing
discovered induction. This helped him build the world's first electricity generator. He
worked on different electrical problems in the next ten years, eventually publishing
his results on induction in 1831.
Joseph Henry - 1797 to 1878
In 1830 the great American scientist Professor Joseph Henry transmitted the
first practical electrical signal; showing that electromagnetism could do more than just
create current or pick up heavy weights -- it could communicate. In a stunning
demonstration in his Albany Academy classroom, Henry created the forerunner of the
telegraph. While Henry did not pursue electrical signalling, he did help someone who
did. And that man was Samuel Finley Breese Morse.
Samuel Morse - 1791 to 1872
In 1837 Samuel Morse invented the first practical telegraph, applied for its
patent in 1838 and was finally granted it in 1848. Joseph Henry helped Morse build a
telegraph relay or repeater that allowed long distance operation. The telegraph
brought the country closer and eventually the world. Morse also experimented with
wireless, not by passing signals though the atmosphere but through the earth and
water. Without a cable.
Wireless by conduction
On October 18, 1842, Morse laid wires between Governor's Island and
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Castle Garden, New York, a distance of about a mile. Part of that circuit was under
water. But before he could complete this demonstration a passing ship pulled up his
cable, ending it seemed, his experiment. Undaunted, Morse proceeded without the
cable, passing his telegraph signals through the water itself. This is wireless by
conduction.
Over the next thirty years most inventors and developers concentrated on wire
line telegraphy, that is, conventional telegraphy carried over wires suspended on
poles. Few tinkered exclusively with wireless since a basic radio theory had not yet
been worked out. Telegraphy, however, did produce a good understanding of wireless
by induction since wires ran parallel to each other and often induced rogue currents
into other lines.
Early electromagnetic research
In 1843 Faraday began intensive research into whether space could conduct
electricity.
In 1864 Maxwell released his paper "Dynamical Theory of the
Electromagnetic Field" which concluded that light, electricity and magnetism were all
related and that all electromagnetic phenomena travelled in waves.
Induction and Dr. Loomis
In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first
person to communicate through wireless via the atmosphere. Between 1866 and 1873
he transmitted telegraphic messages at a distance of 18 miles. At one location he even
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flew a metal-framed kite on a metal wire, perhaps taking inspiration from Benjamin
Franklin. At another location a similar kite picked up these signals and noted them
with a galvanometer.
Early radio discoveries
Maxwell's 1864 conclusions were distributed around the world and created a
sensation. But it was not until 1888 that Professor Heinrich Hertz of Bonn, Germany,
could produce and detect radio waves consistently and reliably.
On November 22, 1875, while working on acoustical telegraphy, a science
close to telephony, Thomas Alva Edison noticed unusual looking electro-magnetic
sparks.
D.E. Hughes and the first radio-telephone reception
From 1879 to 1886, London-born David Hughes discovered radio waves but
was told incorrectly that he had discovered no such thing. Discouraged, he pursued
radio no further.
Hughes noticed a clicking noise in his home built telephone each time he
worked using his induction balance, a device now often used as a metal detector. He
transmitted signals from one room to another in his house in London. But since the
greatest range there was about 60 feet, Hughes took to the streets with his telephone,
intently listening for the clicking produced by his clockwork transmitter, gradually
diminishing until it no longer could be heard.
Alexander Graham Bell was the man who invented the telephone and made
the first call on a wired telephone to Thomas Watson. Bell was also first with radio.
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1888 onwards: Radio development begins in earnest
In 1888 the German, Heinrich Hertz, conclusively proved Maxwell's
prediction that electricity could travel in waves through the atmosphere. Unlike
Hughes, the extensive and systematic experiments into radio waves that Hertz
conducted were recognised and validated by inventors around the world.
Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them
to ring a bell remotely and to explode some gunpowder".
Marconi established the first successful radio system. In 1901, his radio-
telegraph system sent signals across the Atlantic Ocean. Ships were the first wireless
mobile platforms. In 1901 Marconi placed a radio aboard a Thorny croft steam-
powered truck, thus producing the first land-based wireless mobile transmitting data,
not voice.
In December 24, 1906, Reginald Fessenden accomplished the first radio band
wave communication of human speech over a distance of 11 miles, from Brant Rock,
Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to
telegraph codes, no longer just a wireless telegraph, but a means of verbal
communication.
The first car-telephone
From 1910 onwards, Lars Magnus Ericsson, the man who founded
Ericsson in 1876, and his wife Hilda, regularly worked the first car telephone. Access
was not by radio, instead there were two long sticks, like fishing rods, handled by
Hilda. She would hook them over a pair of telephone wires, seeking a pair that was
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free. When they were found, Lars Magnus would crank the dynamo handle of the
telephone, which produced a signal to an operator in the nearest exchange.
Around the same time, the triode tube was developed, allowing far greater
signal strength to be developed both for wire line and wireless telephony. No longer
passive like a crystal set, a triode was powered by an external source, which provided
much better reception and volume.
Later, with Armstrong's regenerative circuit, tubes were developed that could
either transmit or receive signals, were stable and powerful enough to carry the human
voice and sensitive enough to detect those signals in the radio spectrum.
In 1919, three firms came together to develop a wireless company that one day
would have a reach across the globe. Heavy equipment maker ASEA, boiler and gas
equipment maker AGA and telephone manufacturer LM Ericsson formed SRA Radio,
the forerunner of Ericsson's radio division.
The first car-mounted radio-telephone
Bell Laboratories claims to have invented the first version of a mobile in 1924.
It was a two-way, voice-based radio-telephone and the adjoining photograph from
their site certainly seems to confirm it.
History of cellular mobile telephony: 1982 to 2001
1980 - First cellular phones began to appear
1982 - Nordic Mobile Telephony (NMT) standard
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1983 - American Mobile Phone System (AMPS) standard
1986 - Nordic Mobile Telephony (NMT) 900 MHz
1991 - Commercial launch of the GSM service
1993 - Coverage of main roads GSM services start outside Europe
1994 - Japanese Digital Cellular (JDC)
1996 - USA Personal Communications Systems (PCS)
1982 - The beginning
During the early 1980s, analog cellular telephone systems experienced rapid
growth in Europe, particularly in Scandinavia and the United Kingdom, but also in
France and Germany. Each country developed its own system, which was
incompatible with those of others, in equipment and operation. This was an
undesirable situation, because not only was the mobile equipment limited to operation
Within national boundaries, but also limited to the market for each type of equipment.
This scenario in a unified Europe was undesirable.
The Europeans realized this early on, and in 1982, the Conference of European
Posts and Telegraphs (CEPT) form a study group called the Group Special Mobile
(GSM) to study and develop a pan-European public land mobile system. The
proposed system had to meet certain criteria, which included:
1. Good subjective speech quality.
2. Low terminal and service cost.
3. Support for international roaming.
4. Ability to support handheld terminals.
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5. Support for a range of new services and facilities.
6. Spectral efficiency
7. ISDN compatibility.
Nordic Telecom and Netherlands PTT proposed to the CEPT the development
of a new digital cellular standard that would cope with the ever-burgeoning demands
on European mobile networks. The European Commission (EC) issued a directive
which required member states to reserve frequencies in the 900 MHz band for GSM
to allow for roaming.
1986 Main GSM radio transmission techniques were chosen.
1987 September - 13 operators and administrators from 12 areas in the CEPT GSM
advisory group signed the charter GSM (Groupe Spciale Mobile) MoU "Club"
agreement, with a launch date of 1 July 1991.
The original French name Groupe Spciale Mobile was changed to Global System for
Mobile communications; but the original GSM acronym remains.
GSM SPECIFICATIONS WERE DRAFTED.
19891998
In 1989, GSM responsibility was transferred to the European
Telecommunication Standards Institute (ETSI), and phase I of the GSM specifications
was published in 1990. Commercial services started in mid 1991, and by 1993 there
were 36 GSM networks in 22 countries, with 25 additional countries like South
Africa, Australia and many Middle and Far East countries opting for GSM. By the
beginning of 1994, there were 1.3 million subscribers worldwide.
The developers of GSM chose an unproven (at that time) digital system, as
opposed to the then standard analog cellular systems like AMPS in the United States
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and TACS in the United Kingdom. They had faith in the advancements in
compression algorithms and digital signal processors to allow the fulfilment of the
original criteria and the continual improvement of the system in terms of quality and
cost.
The European Telecommunications Standards Institute (ETSI) defined GSM as the
internationally accepted digital cellular telephony standard.
1990
Phase 1 GSM 900 specifications were frozen
DCS adaptation started.
Validation systems implemented.
First GSM World congress at Rome had 6100 participants.
1991
First GSM specification was demonstrated.
DCS specifications were frozen.
GSM World Congress at Nice had 690 participants.
1992
January - The first GSM network operator was Oy Radiolinja Ab in Finland.
December 1992 - 13 networks were on air in 7 areas.
GSM World Congress at Berlin had 630 participants.
1993
GSM was demonstrated for the first time in Africa at Telkom '93 in Cape Town.
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Roaming agreements between several operators were established.
By December 1993, 32 networks were on air in 18 areas.
GSM World Congress at Lisbon progressed with 760 participants.
Telkom '93 was held in Cape Town. First GSM systems were shown.
1994
First GSM networks in Africa were launched in South Africa.
Phase 2 data /fax bearer services were launched.
Vodacom became the first GSM network in the world to implement data/fax.
GSM World Congress at Athens drew 780 participants.
December 1994 -- 69 networks were on air in 43 areas.
1995
GSM MOU was formally registered as an association registered in Switzerland with
156 members from 86 areas.
GSM World Congress at Madrid attracted 1400 participants.
December 1995 - 117 networks were on air in 69 areas.
Fax, Data and SMS roaming started.
GSM phase 2 standardisation was completed, including adaptation for PCS 1900.
First PCS 1900 network was shown live 'on air' in the USA.
Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM.
Namibia goes on-line.
Ericsson 337 wins GSM phone of the year.
US FCC auctioned off PCS licenses.
1996
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December 1996 - 120 networks were on air in 84 areas.
GSM World Congress was held in Cannes.
GSM MOU Plenary was held in Atlanta GA, USA.
8K SIM was launched.
Pre-paid GSM SIM cards were launchedBundled billing was introduced in South Africa.
Libya goes on-line.
Option International launches the world's first GSM/Fixed-line modem.
2001
Feb -- GSM Conference held in Cannes.
By May 2001 there were 1000m GSM 900/1800/1900 users worldwide.
16 billion SMS messages were sent in April 2001.
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COMPANY PROFILE
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COMPANY PROFILE
Airtel comes to you from Bharti Cellular Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises.
Bharti provides a range of telecom services, which include Cellular, Basic,
Internet and recently introduced National Long Distance. Bharti also manufactures
and exports telephone terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it is also the first company to export
its products to the USA. Bharti is the leading cellular service provider, with a
footprint in 15 states covering all four metros and more than 7 million satisfied
customers.
VISION:
To make mobile communications a way of life and be the customers' first choice.
MISSION:
We will meet the mobile communication needs of our customers through:
Error-free service delivery
Innovative products and services
Cost efficiency
Unified Messaging Solutions
CORE VALUE:
We will delight our customer with our simplicity, speed & innovation.
We will honours our commitment.
We will follow the highest standard of professional integrity & behaviour.
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We will respect individual, build winning teams and lead by example.
We will create a fun filled and friendly workplace.
AIRTEL MOBILE COMMUNICATIONS LIMITED
Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting
investments in telecommunications services. Its subsidiaries operate telecom services
across India. Bharti Tele-Ventures is India's leading private sector provider of
telecommunications services based on a strong customer base consisting of 7.42
million total customers, which constitute, 6.76 million mobile and 657,000 fixed line
customers, as of April 30, 2009.
Bharti Tele-Ventures vision for its mobile business is To make mobile
communications a way of life and be the customers first choice.
The mission is to meet the mobile communication needs of the customer through 1)
error free service 2) Innovative products and services and 3) cost efficiency. The
Companys strategic objective is to consolidate its leadership position amongst the
mobile service providers in India.
The Indian mobile market, according to the COAI, has increased from approximately
1.2 million subscribers as of March 31, 1999 to approximately 29.21 million
subscribers as of June 30, 2009.
Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8%
as of June 30, 2009, is significantly lower than the average mobile penetration rate in
other Asian and international markets.
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The number of mobile subscribers in India is expected to show rapid growth over the
next four years. By 2006 it is projected at 100 million by COAI and 44 million by
Gartner.
Bharti Tele-Ventures believes that the demand for mobile services in India will
continue to grow rapidly as a result of the following factors:
Lower tariffs and handset prices over time;
Growth in pre-paid customer category;
Greater economic growth and continued development of India's economy;
Higher quality mobile networks and services; and
Greater variety and usage of value added services.
Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services
in all the twenty-two telecom circles in India. It proposes to consolidate all its
subsidiaries providing mobile services under Bharti Cellular Limited.
As of June 30, 2009, approximately 92% of India's total mobile subscriber market
resided in the Company's sixteen mobile circles, which collectively covered only 56%
of India's land mass.
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AIRTEL DISTRIBUTION SYSTEM
DISTRIBUTION SYSTEM
A proper distribution system is very important for every company because now
days the customer wants full service without any pain. Airtel has a deep
penetration in the market of prepaid cards, coupons, easy recharge and post-
paid cards. I also have seen in the market the happy faces of customers and
retailers of Airtel because of the easy availability of Airtel cards and coupons.
BENEFITS OF GOOD DISTRIBUTION SYSTEM
1. Easy availability2. Satisfied customers3. Competitive advantage4. Better market reputation5. Saves time
DISTRIBUTION SYSTEM OF AIRTEL
1. Organisation (C&FA's)2. Distributor3. Retailer4. Customer
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OrganisationC&FA
Distributor
FOS FOSFOS
Several FOS
DifferentRetailers
DifferentRetailers
DifferentRetailers
Distributor
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ORGANIZATION STRUCTURE
Organisation of AIRTEL provides services through FSO (Full Service Outlets)
and DSA (Direct Sales Agent)
MANAGEMENT HIERARCHY AT AIRTEL
"MANAGEMENT HIERARCHY"
VICE PRESIDENT
MARKETING STRATEGY
CHANNEL OPERATION MANAGER
DISTRICT OPERATION HEAD
PRE PAID MANAGER
PRE PAID HEAD CIRCLE
MARKETING SUPPORT MANAGER -A MARKETING SUPPORT MA
MARKETING HEAD
CIRCLE SALES & MARKETING HEAD
VICE PRESIDENT
SALES PLANNING
CHIEF GENERAL MANAGER
CHIEF SALES AND MARKETING OFFICER
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THREE TYPES OF SALES:
1. Primary Sales - Organisation to Distribution of Prepaid, Post-paid Cards,Coupons, easy recharge etc.
2. Secondary Sales - Distributor to Retailers3. Tertiary Sales - Retailer to Customer.
PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:
Dealer
FOS (Saw that the form is completed and has Accessory papers
Distributor (Activates the card)
PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:
Dealer (Collects of Cash and facilitates in Competition)
FOS (Collects the Form)
Distributor (Activates the card)
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SWOT ANALYSIS OF AIRTEL
Strengths
INVESTORs FAITH:
Investors faith in Airtel gives huge monetary support.
STRONG ADMINISTRATION:
Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an well-
organized & administrative company.
BRAND NAME:
Airtel as a brand is the synonym of success. It is the largest private limited
organization of India.
Weakness
Lack Of Co-Ordination Between Deptt.
Lack of Choice of Good Pre-paid numbers like XXYY numbers like others providing.
Opportunity
Favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can easily
modify their tariff plans according to it and gain customer attraction.
Threats
Tough COMPETITION: Airtel has to face a tough competition with existing market
leaders like Reliance (Reliance is providing Free Outgoing also) Hutch, Idea, Dolphin
and Trump.
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BUSINESS & MARKETING STRATEGIES
Some Marketing And Business Tools Adopted By AIRTEL As To
Promote Its Activities:
Seminars: seminars are conducted at different places by the expert time
by time to make people aware.
Publicity: publicity is done through various media.
Stalls at famous places: they conduct their stall after a particular period
of time on the famous and public place to attract them towards themselves.
DSA (Direct Sales Agency)
Print media
Hoarding
Banners
Advertisement
Leaflets
Follow ups
By KNOP
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All Circles Total6.67 %
Airtel6.39 %
B Circle category has shown the highest growth in subscriber base on an
individual basis this month.
At Airtel, we have always sought to enhance value for you as a customer by providing
you the most relevant and easy to use services through innovation and by harnessing
the latest developments in technology. In line with this strategy, we have constantly
introduced innovative products and services to suit your unique needs and wants.
Our services range from CLI to Music Messaging to Lost Call Alerts all to serve
you better.
Move your mouse over any service from the following menu to get a brief description
on what it is all about.
SMS
ASTROLOGY
RINGTONES
VOICE-MAIL
DAIL-A-RINGTONE
LOGOS
CALLER TUNES
MUSIC MESSAGING
FLASH MESSAGES
BLINKING MESSAGES
JOKES
LOVE JOKES
YAHOO! MESSAGING
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YAHOO! MAIL
NEWS UPDATES
SPORTS
CALLER IDENTIFICATION
TRENDS IN MOBILE COMMUNICATIONS
The growth and penetration of sophisticated digital communication systems,
infrastructures, and services, has been increasing constantly over the last decade.
Examples of these services are the Internet, electronic mail, multimedia, pagers,
PDA's, and mobile telephony. From marginal penetration 15 years ago, these systems
and services are becoming a commodity in both professional and consumer markets
worldwide. The developments in these fields are still going strong. In particular, rapid
advances - both in technology and services - can currently be observed in wireless and
mobile systems that support the communication of different media, such as data,
speech, audio, video and control.
Current wireless network and mobile phone services roll-out is cantered around four
available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning
systems. The wireless application protocol (WAP), initially carried by second
generation GSM and in the future by third generation UMTS wireless networks, will
turn the mobile phone into a networked smart-phone capable of low to medium data
rate Internet functionalities. Bluetooth will allow for short-range data communication
between consumer appliances in a domestic environment. Positioning systems will
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Become integral part of mobile phones such that services can be made dependent on
the location of the user in the network.
When projecting the progress in mobile networks and services into the future, three
developments are of importance. In the first place, we can observe that more and more
mobile phone-like devices start to include accessories such as a small keyboard, a
display, and a speech interface. Such communication and information-oriented
systems are emerging as hybrids between the mobile phone and the wireless laptop
personal computer. With higher bit rates supporting more advanced services, the
integration of the personal computer and personal communication devices will be
pushed even further.
In the second place, we observe that computing resources are becoming ubiquitously -
that is everywhere and at all time - available. We will soon live in an environment that
supports us by providing ubiquitous Computing for a wide variety of tasks and
services. Daily life consumables, durable products and services already contain an
ever-increasing number of sensors, actuators, processing units, and (embedded)
software. The personal computer has entered daily life as a necessary commodity, and
the development of sophisticated communication systems in today's society relies
heavily on the availability of computation resources.
Finally, we observe that communication and computing is becoming increasingly
personal. The device (and therefore the user) is always on-line, the user is identifiable,
the device can be personalized, and the system knows about the users position.
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CELLULAR MOBILE PRICING STRUCTURE AND
TRENDS
Successful growth and diffusion of mobile communication services is focusing greater
attention on how mobile relates to fixed networks. Accordingly, it is necessary for
regulatory authorities to review current frameworks in those instances where
regulation might impede the offering of certain pricing structures, such as calling
party pays. This issue is critical in putting fixed and mobile networks on an equal
footing, so the potential for competition between networks can be exploited. Testing
the demand for new pricing structures can be left to the market. Successful growth
and diffusion of mobile communication services is focusing greater attention on how
mobile communication relates to the Internet and electronic commerce. This report
reviews and benchmarks the pricing of emerging services such as short message
services. These services are the harbingers of ? Third generation ? Information
services over mobile networks, and policy makers need to review current regulatory
frameworks to enhance pricing innovation and competition in the provision of these
services.
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INDIVIDUAL CUSTOMIZATION
An important trend in our society is agility or mass individualization. Consumer
behaviour is much more volatile, much less predictable and increasingly concerned
with instant gratification. The expectation is that in due course this trend towards
individualization will become a more important factor in the emerging markets too,
particularly in the urban areas. As well as setting quality standards for products, this
attitude also demands delivery at the right time and in the right place. At any moment,
wherever the consumer may be, it has to be possible to satisfy his or her requirements;
it is a question of the consumer as a "moving target" and how we can increase our
chances of "scoring a hit".
In modern thinking about categories of consumers, every consumer has something of
this instant consumer in his or her make-up, alongside other possible descriptions,
such as "rational", "social" and "responsible". What's more, this can vary according to
the product category. One moment, moreover, this instant consumer will be
demanding products on the basis of flavor, convenience or cheapness, and in the next
breath will be voicing concerns about the environment, animal welfare or his or her
own health. The likelihood is that in the long term health, the environment and animal
welfare will be significant factors in the concept of quality, as safety already is.
Changes in consumption patterns are an important factor in this development. While
the retail trade is evolving from supermarket to household service provider in
response to mass individualization, consumers are increasingly also obtaining their
food through other outlets: company canteens, take-away meals, snack bars, old
people's homes etc. "Young couples" in Europe are rapidly moving towards the
situation that already exists in the United States, where 100% of the food consumed is
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Prepared outside the home. This places different demands on products in terms of
keeping qualities (shelf life), convenience and presentation.
Consumer-driven technology development
These trends in the market and among consumers generate a demand for a more
differentiated and more rapidly changing product range and also call for a different
approach to technology development (dedicated production systems). In the future
there will have to be product development that takes the dynamic of the market and
the divergent wishes of the consumers as its starting point and uses the technologies
of the future: biotechnology, separations technology, sensor technology and modern
information technology (IT). To achieve this, product development will have to be
tackled in a more structured way, and knowledge deriving from different areas of
research will have to be integrated more effectively. The development of sensor
technology in the agro sector, for instance, requires the integration of materials
technology, biotechnology and process technology. New scientific developments also
provide interfaces through which the sector may respond to wishes relating to health:
both the information about genetic aspects and the new insights into bioactive
components - substances that, in low concentrations, affect human health - offer
interesting prospects of made-to-measure food!
In the future, "made-to-measure food" will also mean "food produced in a way that
the public finds socially acceptable". Such aspects as the environment, animal welfare
etc. will play a major role. This will have to be specifically taken into account in the
development of technology.
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From chains to flexible networks
As well as imposing requirements in terms of technology development, trends such as
mass individualization call for a responsive answer to a sharply fluctuating market
demand. This places considerable demands on the organization of agricultural
production chains. The full vertical integration of links in a chain can mean a loss of
flexibility. It would appear to be more efficient to opt for a continuation of the
development of the chain concept; leading to responsive networks that combine the
advantage of co-ordination with the flexibility of more loosely linked organizations.
These independent organizations work closely together in the flow of goods along the
chain in order to achieve the desired "customer value" at the lowest possible cost.
COMPANYS PLANS
PREPAID PLANS
Are you wary of committing yourself to a date for making your bill payments?
Is it too much of a bother for you to remember dates for bill payments? Do you often
end up paying late fees against your monthly utility services bills? Do you end up
spending too much if you have the option to pay the bill later?
Think over for if one of these represents you, we have a solution for you. Start
thinking prepaid is our advise!
So what exactly is this prepaid! It is simply a way of going cellular by paying
for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talk
time for a month, you can buy a recharge coupon which gives you that much talk
time on your cell phone. Once that money gets exhausted you can buy another
recharge coupon for the same or different denomination depending on your future
need.
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Prepaid allows you to be in control of your cellular expenses even while you
are spending. You will be surprised that today In India, Prepaid connections account
for almost 60 to 70 percent of the total new entrants into cellular telephony. Thats
because almost every one of us wants to be in control of our cellular expense.
Advantages of prepaid:
Some of the many advantages that you enjoy with Airtel Pre-Paid...
Total Cost Control
Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as
much as you feel the need to! Now that's what we call complete freedom!
No Rentals
Buy an Airtel prepaid card without having to pay any rentals!
No deposits
Your Airtel prepaid card comes without you having to pay heafty deposits!
STD/ISD facility till the last rupee
Now experience complete freedom like never before with Airtel! Our
STD/ISD facility allows you to make long distance calls in India and Overseas
from your cellular phone!
Instant Balance Inquiry
Check your talk-time instantly by calling our toll-free number!
60 second pulseAirtel provides you with a 60-second pulse rate!
Freedom for you to experience like never before!
Instant Recharge
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Avail of instant recharge on your Airtel prepaid card with just a few simple
steps!
24-hour recharge facility
with our round-the-clock recharge facility, recharge you Airtel prepaid card
anytime, anywhere!
Caller Line Identification
Call Line Identification gives you the power to know the phone number of the
calling party even before you answer the call, thus giving you the choice to
either reject or take the call. It provides the added advantage of saving the
incoming number directly in the Handset Phone Book. So that the next
time you want to call the same person, you don't need to retype his number,
simply use your phone book.
Call Divert, Call Hold and Call Wait
Avail of special services like call waiting, call hold and call divertall with your
Airtel prepaid card!
Short Messaging Service (SMS)
With Airtels Short Messaging Service (SMS), send messages and jokes to your
friends and colleagues, anytime anywhere!
SMS based Information Services
With Airtel's SMS based information services; you can get up to-the-minute
cricket scores, order flowers as well as send couriers or check your daily
horoscope!
Voice Mail service
Voice Mail lets you receive messages even when your handset is switched off or
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when you are outside the coverage area. You can listen to your messages
whenever you feel like, from anywhere in the world. Voice Mail can store up to
75 messages, with each message of two-minute duration.
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RESEARCH METHODOLOGY
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Research Method/Technique:
In the project report the researcher used following techniques while conducting his
study:
Analysis of documents Survey Method: A market survey was done on life insurance companies. Interview (Personal): Both open and closed ended (unstructured) questions
were asked while taking some information from the users of the cellular at
PATNA.
Questionnaire (Structured): A structured designed comprehensivequestionnaire was framed and pretested for data collection from the customer
of mobile
Research Data
Data is the key activity of marketing research. The design of the data
collecting method is backbone of research design.
Data constitute the foundation of statistical analysis and interpretation.
Hence the first step in statistical work is to obtain data.
Data can be obtained from two important sources, namely:
1. Primary Data2. Secondary Data
Primary Data:
Primary data are gathered for the specific purpose or for a specific
research project, consist of original information for the fulfilment of project objective.
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When the data are required for the particular study can be found neither in the internal
record of the enterprises nor in published sources. In some cases it may become
necessary to collect original data.
Primary data can be collected in four ways:-
1. Observation2. Survey
Secondary Data:
Secondary data are the data, which already exists somewhere.
Secondary data provide starting point for research and after that the advantage of low
cost and ready availability. Secondary data can be divided into two types:
1. Internal data2. External data
When researcher uses the data that has already been collected by other
data are called secondary data. Secondary data can be obtained from journals i.e.
internal sources report, government publication and books, professional bodies etc.
Internal data are reports and memos generated within an organisation
to facilitate its operations and annual report. External data are those specially produce
for outside consumption.
Sources from which the researcher has taken the secondary data are
as under:
1. Direct observation2. Airtel website3. Books for marketing management4. Surveys and customer data & report
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5. Airtel customers care office6. Ariels Brouchers
SAMPLE DESIGN
Area of Sample:
The areas covered up in this survey was PATNASelection of units under study
Sampling Units from PATNA were
Consumer of mobile connection
Source list (Sampling Frame)
CUSTOMERS: 100
Sample size: 100
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DATA ANALYSIS AND INTERPRATION
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DATA ANALYSIS AND INTERPRATION
(1) Do you have own mobile connection?A. YesB.No.
Through the survey, I came to know that 86% of respondents have their own
mobile connection whereas 14% of the respondents dont own mobile connection.
86
14
Having Mobile
Not having mobile
Having mobile Respondent
Yes 86
No 14
Total 100
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(2) Which kind of phone you would like use?
CONNECTION Respondent
LANDLINE 30
MOBILE 50
WLL 20
TOTAL 100
Through the survey, I came to know that the total sample size of 100 people
taken for research out of which 50% of persons like to use land line phone and 30%person like to use mobile and rest 20% person like to use WLL.
Land line
Mobile
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(3) Which connection would you prefer?
(a) BSNL(b)Airtel(c) Vodafone(d) Idea(e) Reliance(f) Tata indicom(g)Other
Phone Connections Respondent
Airtel 26
BSNL 14
Reliance 20
Vodafone 11
Idea 9
Tata indicom & other 20
TOTAL 100
When the preferences for mobile phone connections were asked, results drawn that
26% of persons prefer to take Airtel because there is very high recommendation for its
better connectivity. 20% of people use Reliance services because of its cheaper rate
and flexible schemes.
BSNL Airtel RelianceVodaphone IdeaTata indicomOTHER
14%
26%
20%
11% 9%7%
13%
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(4) You would like to take prepaid connection or Post paid connection?
a. Prepaid
b. Post paid
Connection Respondent
Pre paid 80
Post paid 20
Total 100
Through the survey, I came to know that most of the people from the selected
segment give priority to prepaid connection, because of the flexibility and attractive
plans for this market segment.
post paid20%
pre paid80%
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(5) How did you know about Airtel cellular services?
a. Friendsb. Advertisingc. Other sources
Medium Respondent
friends 14
advertising 70
Other source 16
Total 100
Through the survey, I came to know that most of the people from the selected
segment know about Airtel cellular services through advertisement.
14%
70%
16%
freids advertising other source
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(6) Which feature of Airtel forced you to used Airtel?
a. Connectivityb. Advertisementc. Goodwilld. Scheme & offers
Feature Respondent
Connectivity 69
Advertisement 8
Scheme & offer 12
Goodwill 11
Total 100
Through the survey, I came to know that most of the people from the selected
segment give priority to connectivity, because people believe Airtel provide
Indias best connectivity.
69%
8%
12%
11%
connectivity advertisement scheme & offers goodwill
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(7) Which types of scheme & offers you like most?
a. Free SMS packb. Free night callingc. Free on same circulard. More talk time on top- upe. Free ring tone
Scheme & offer Respondent
More talk time 49
Free on same network 20
Free night calling 10
Free SMS pack 15
Free ring tone 6Total 100
Through the survey, I came to knowthat 49% people from the selected segment give
priority to more talk time and 20% people give priority to free on same circular &
15% people give priority to free SMS pack and rest of people give priority to free
night calling & free ring tone .
free sms pack,
15%
free night
calling, 10%
free on same
network, 20%
more talk time on
top-up, 49%
free ring tone, 6%
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(8) From where you came to know about the new plans lunched in the market?
a. By messaging servicesb. Advertisementc. By retailersd. Friendse. FSO / Franchisee
Medium Respondent
By messaging service 29
By retailer 11
Friends 15
Advertisement 30
FSO / Franchisee 15Total 100
Through the survey, I came to know that 30% people from the selected segment came
to know about new plan from advertisement, 29% people aware about new plan
through massaging services, 21% knows from friends and rest knows through retailer.
By messaging
service
29%
Advertisement
30%
By retailers
11%
friends
15%
FSO / Franchisee
15%
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(9) Which feature do you think is best in Airtel services?
a. GPRS connectionb. Net-connectionc. Broad band servicesd. Airtel magic
SERVICES RESPONDENT
GPRS connection 55
Net-connection 10
Broad band services 25
Airtel magic 10
TOTAL 100
Through the survey, I came to know that 55% people from the selected segment give
priority to GPRS connection, 25% people gives priority to broad band services and
20% people gives priority to net-connection & Airtel magic.
55%
10%
25%
10%
GPRS Connection net-connection broad band services airtel magic
Column1
Column1
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(10) When do you mostly face the problem with Airtel plan & scheme?
Problems Respondent
Changing of plan 15
Activation of new SIM 40
Duplicate SIM issue 23
Queries regarding new product lunch 20
Activation of roaming 2
Total 100
Through the survey, I came to know that 40% people from the selected segment face
problem regarding activation of new SIM, 23% regarding issuing duplicate SIM,
20% People face problem while doing queries regarding new product lunch and 15%
People face problem when they try to change their plans.
changin
g of
plan
15%
Activation of new
SIM
40%
Duplicate SIM
issuee
23%
queries regarding
new product lunch
20%
Activation of
roaming
2%
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(11) From which area you face the problem with Airtel cellular services?
a. customer care number does not connect easilyb. customer representative are not fully aware of planc. Migration of post- paid to prepaid connectiond. Bill details
Problem area Respondent
Customer care number doesnt connect easily 34
Customer representative are not fully aware of plan 22
Migration of post-paid to prepaid connection 32
Bill details 12
Through the survey, I came to know that 34% people face problem when
customer care number does not connect easily, 32% face problem when they
try to change their post-paid connection to pre-paid connection, 22% people
face problem when Customer representative are not fully aware of plan. 12%
people face problem regarding bill detail.
Customer care
number doesnt
connect easily
34%
Customer
representative are
not fully aware of
plan
22%
Migration of post-
paid to prepaid
connection
32%
Bill details
12%
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(12) From where do you consult for redress?
a. Customer care representativeb. FSO (full service outlets)c. Retailerd. Franchisee
Through the survey, I came to know that 40% respondent consulted to customer care
representative, 30% to FSO, 20% to Retailer and 10% to Franchisee for redresses.
Customer care
representative
40%
FSO (full service
outlets)
30%
Retailer
20%
Franchisee
10%
Consultant Respondent
Customer care representative 40
FSO (full service outlets) 30
Retailer 20
Franchisee 10
Total 100
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(13) What is your view about overall Airtel services?
a. Satisfactoryb. Goodc. Excellentd. Poor
Response Respondent
Satisfactory 60
Excellent 10
Good 15
Poor 15
Tota 100
Through the survey, I came to know that most of the people from the selected
segment have satisfactory approach towards Airtel services.
excellent
10%
satisfactory
60%
good15%
poor
15%
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FINDINGS
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FINDINGS
On the basis of data collected and analysis conducted we have
arrived at the following finding:-
I find that most of the respondents give priority to prepaid connection,because of the flexibility and attractive plans for this market segment.
Most of the respondents believe that Airtel provide Indias best connectivity. Most of the respondents know about Airtel cellular services through
advertisement.
In the few cases Customer care number does not connect easily and customercare representative were also not aware of the schemes.
Some customers were coming with the problem regarding Migration of post-paid to prepaid connection & Bill details
I find Airtel FSO plays a vital role in terms of handling queries as well asimproving sells.
Airtel FSO (FSO - Full Service Outlet): Basically for providing customer
services in terms of their queries to build good relation with customers to
reach a point of customer satisfaction. Building good customer relation does
not only help in expanding sales but also helps in knowing the customer better
and knowing the customer further leads to acknowledgement of tastes &
preferences of the customer.
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LIMITATIONS OF THE STUDY
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LIMITATIONS OF THE STUDY
While working on this project I have to face some difficulties while conducting the survey.
People were not interested in giving their actual information about their family income and
airtime, as they were extremely scared about the income tax some people have difficult to
take them in confidence so that they can give correct information.
Some of the limitations are:
1. Duration of the survey was very short.
.
2. People did not want to give the correct information.
3. The survey area was very large so it was not possible to take the opinion of the mass
people.
4. People were not ready to give the answers of all questions.
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CONCLUSION
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CONCLUSION
Good services is the way to retain the clients
Airtel connections are selling because of best network coverage. Good relationship of
FSO (Full services outlets) & retailer is being helpful in selling. Airtel concept is
popular due to large market coverage, easy availability of coupons. In the few cases
Customer care number does not connect easily and customer care representative were
also not aware of the schemes.
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SUGGESTIONS & RECOMMENDATIONS
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RECOMMENDATION
The company should go ahead with aggressive marketing. They should light
competition on
1. Awareness level.2. Pricing strategy.
Thus, the recommendations fir these are as follows:
1. AWARENESS
(a) The company should sponsor local programs.
(b) The company should arrange briefing sessions at prominent clubs such as
LIONS CLUB and ROTARY CLUBS etc.
(c) The company should organize awareness quizzes through Newspapers,
Magazines & announce suitable rewards accordingly.
(d) The company should distribute leaflets of AIRTEL
Cellular in posh colonies of Patna.
2. PRICING STRATEGY
(a) The company should look the strategies of the competitive companies.
(b) The company should try its level best to keep the price low as compare to
competitors.
(c) The schemes should be updated as per the needs and occasions
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SUGGESSTION
There should be more customer care numbers and executives sothat the problem of the customers can be solved quickly.
The executives there should be given training time to timeAbout new schemes and plans.
Try to capture the nearest other markets nearby Occasional offers Proper billings to the post paid users Proper response to the customers on the helpline no. Or toll free nos. Roaming deposits should be reduced
FURTHER SUGGESTIONS
MATCH COMPETITORS SCHEMES. COMMUNICATE THE SCHEMES TO FSO AND RETAILERS. BETTER NUMBERS IN PREPAID AS CUSTOMER REQUIRES CHOICE. ENHANCE THE SERVICE IN AREAS WITH WEAK NETWORK. COORDINATION BETWEEN DEPARTMENTS MUST BE IMPROVED.
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BIBLIOGRAPHY
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BIBLIOGRAPHY
BOOKS
Kotler Philip & Keller Kevin lane, marketing management,
12th
Edition, Prentice hall of India Pvt. Ltd, New Delhi, 2006.
Kothari C.R., Research Methodology, 2nd
Edition, New Age
International (P) Limited, New Delhi, 2008.
Prasad L.M, Principal & Practice of Management, 7th Edition,
S.Chand and Sons, New Delhi, 2008.
REFRENCES
AIRTELs reports
Books & magazine on mobile communication
WEBSITES & SEARCH ENGINE
www.airtelworld.com
www.bhartiteleventures.com
www.researchandmarket.com
www.info-shop.com
www.smartmobs.com
www.yahoosearch.com
http://www.airtelworld.com/http://www.researchandmarket.com/http://www.info-shop.com/http://www.smartmobs.com/http://www.yahoosearch.com/http://www.yahoosearch.com/http://www.yahoosearch.com/http://www.smartmobs.com/http://www.info-shop.com/http://www.researchandmarket.com/http://www.airtelworld.com/7/31/2019 Ajit Final Project Work
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QUESTIONNAIRE
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QUESTIONNAIR
SURVEY OF AIRTEL
Dear Sir/Madam,
We are thankful to you for patronizing AIRTEL. We hope that you are
satisfied with the product and quality of the services offered by the Airtel. As there is
always scope for improvement, we would like to get your opinion in these areas.
I would, therefore, request you to kindly assist us in our efforts by sparing a
little time to give us your valuable feedback and suggestions in the feedback from
below. Please do not hesitate to inform us of any observation that you think may be
relevant. We assure you that we would try to come up to your expectations.
Name: Age..
Occupation.. Income
Address:
(1) Do you have own mobile connection?
a. Yesb.No.
(2) Which kind of phone you would like use?
a. Mobileb. Landlinec. WLL
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(3) Which connection would you prefer?
a. BSNLb. Airtelc. Vodafoned. Ideae. Reliancef. Tata indicomg. Other(4) You would like to take prepaid connection or Post paid connection?
a. Prepaidb. Post paid(5) How did you know about Airtel cellular services?
a. Friendsb. Advertisingc. Other sources
(6) Which feature of Airtel motivates you to use Airtel?
a. Connectivityb. Advertisementc. Goodwilld. Scheme & offers
(7) Which types of scheme & offers you like most?
a. Free SMS packb. Free night callingc. Free on same circulard. More talk time on top- upe. Free ring tone
7/31/2019 Ajit Final Project Work
79/80
- 79 -
(8) From where you came to know about the new plans lunched by Airtel
in market?
a. By messaging servicesb. Advertisementc. By retailersd. Friends(9) Which feature do you think is best in Airtel services?
a. Handset and connectionb.
Net-connectionc. Broad band services
d. Airtel magic(10) Are you satisfied with the Talkvalue given by Airtel?
a. Fully Satisfiedb. Satisfiedc. Not Satisfied
(11) When you mostly face the problem with Airtel plan & scheme?
a. Changing of planb. Activation of new SIMc. Duplicate SIM issued. Queries regarding new plane. Activation of roaming
(12) From which area you face the problem with Airtel cellular services?
e. customer care number does not connect easilyf. customer representative are not fully aware of plang. Migration of post- paid to prepaid connectionh. Bill details
7/31/2019 Ajit Final Project Work
80/80
(13) From where you consult for redresses?
e. Customer care representativef. FSO (full service outlets)g. Retailerh. Franchisee
(14) What is your view about overall Airtel services?
a. Excellentb. Goodc. Satisfactoryd. Poor
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