harshal project final.docx
TRANSCRIPT
A COMPARATIVE STUDY ON
CUSTOMER SATISFACTION LEVEL
OF AIRTEL IN NAGPUR REGION
A PROJECT REPORT
Submitted To
RASHTRASANT TUKDOJI MAHARAJ NAGPUR UNIVERSITY,
NAGPUR.
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR
THE AWARD OF THE DEGREE OF M.COM
SUBMITTED BY
Harshal D. Dahake
Project Guide
Dr.A N Pounikar
(Assistant Professor)
April 2014
DEPARTMENT OF COMMERCE
DR. AMEDKAR COLLEGE, NAGPUR
CERTIFICATE
This is to certify that Prof. Dr.A N Pounikar has completed his
Project work entitled “A COMPARATIVE STUDY OF
CUSTOMER SATISFACTION LEVEL OF AIRTEL
NAGPUR DISTRICT” under my supervision and is of
sufficiently high standard to warrant
Its presentation for the award of Doctor of Philosophy Degree
in the Faculty of Commerce, Nagpur University, Nagpur.
This work is the own work of the researcher, complete in
all respects and has not been submitted for any other degree in
any other University.
The assistance and the help rendered to the researcher
during the course of his research in the form of basic source
material and information have been duly acknowledged.
Nagpur (Dr. A N Pounikar)
Date : SUPERVISOR
2
DECLARATION
The work presented in this project has been carried out
under the supervision of Dr.A N Ponikar The subject matter
of the project is original, and has not been submitted, in part
or full, for any degree or diploma, to this or any other
University.
The source of material, data used in this project have been
duly acknowledged and certified.
Nagpur (Vilas M. Chopde)
Date : RESEARCHER
2
ACKNOWLEDGEMENT
Beginning with the Almighty God without whose blessing I
believe nothing is possible. After Him first of all my sincere
thanks to my research supervisor Dr. A N Ponikar, for his
most valuable and precious guidance, without which this
work would not have seen the light of the day. I am indebted
to him for all the care and importance he attached to my
work in guiding me and giving me time during the progress
of the study.
I express my sincere thanks to Dr. V. M. Chopde, Vice-
Principal, Dr. Ambedkar College, Nagpur, who has been a
source of inspiration and guidance for me.
This work would have remained incomplete without using
the facilities provided by RTM Nagpur University and many
other college libraries. I am thankful to staff of all these
libraries.
Last but not the least, I must also say thanks to all my
friends and well wishers who were present whenever I was
in need of help while developing my project.
Nagpur.
Date: (Vilas M.Chopde)
2
INDEX
SR.NO CONTENT PAGE NO
1 INTRODUCTION
2 RESEARCH METHDOLOGY
3 PROBLEM STATEMENT
4 OBJECTIVES
5 SCOPE & LIMITATIONS
6 DATA COLLECTION
PRIMARY DATA
SECONDARY DATA
7 ANALYSIS OF DATA
8 FINDINGS & SUGGESTIONS
9 CONCLUSION
10 BIBLIOGRAPHY
2
CHAPTER: 1
INTRODUCTION
2
INTRODUCTION
Marketing Research is the systematic design, collection, analysis, and reporting of
data and findings relevant to a specific marketing situation faced by the company.
The important features of this survey were to find out the customer satisfaction and
improvement of the product. The method used for survey was sampling method and
contact method. The Airtel concept was taken due to its wide use of the connection all
over India.
The preparation of this report provides you great pleasure in releasing our work and
market experience in few pages which shows overall result and experienced
knowledge and the practical approach about the style of a professional and think
which we found various effecting to our marketing and product image.
The research termed as “A COMPARATIVE STUDY ON CUSTOMER
SATISFACTION LEVEL OF AIRTEL IN NAGPUR REGION ’’ has made an
effort to find out the issues concerning with the Airtel.
2
CHAPTER: 2
RESEARCH METHDOLOGY
2
RESEARCH METHODOLOGY
Meaning of Research
Research in common parlance refers to a search for knowledge. One can also define
research as a scientific and systematic search for pertinent information as a specific
topic. In fact, research is an arc of scientific investigation.
The Advanced Learner’s Dictionary of Current English lays down the meaning of
research as “a careful investigation or inquiry especially through search for new facts
in any branch of knowledge.”
Redman and Mory, define research as a “systematized effort to gain new knowledge.”
According to Clifford Woody research comprises defining and redefining problems,
formulating hypothesis or suggested solutions; collecting, organizing and evaluating
data; making deductions and reaching conclusions; and at last carefully testing the
conclusions to determine whether they fit the formulating hypothesis.
D.Slesinger and M Stephenson in the encyclopedia of Social Sciences define research
as “the manipulation of things, concepts or symbols for the purpose of generalizing to
extend, correct or verify knowledge, whether that knowledge aids in construction of
theory or in the practice of an art”
Some people consider research as movement, a movement from the known to the
unknown. It is actually a voyage of discovery. We all possess the vital instinct of
inquisitiveness makes us probe and attain full and fuller understanding of the
unknown. This inquisitiveness is the mother of all knowledge and the method, which
man employs for obtaining the knowledge of whatever the unknown, can be termed as
research. Research is an academic activity and as such the term should be used in a
technical sense.
Research is, thus, an original contribution to the existing stock of knowledge making
for its advancement. It is pursuit of truth with the help of study, observation,
comparison and experiment. In short, the search for knowledge through objective and
systematic method of finding solution to a problem is research. The systematic
approach concerning generalization and the formulation of a theory is also research.
2
As such the term’ research refers to the systematic method consisting of enunciating
the facts and reaching certain conclusions either in the formof solutions towards the
concerned problem or in certain generalizations for some theoretical formulation.
Defining the research problem
A researcher must find the problem and formulate it so that it becomes susceptible to
research. Like a medical doctor, a researcher must examine all the symptoms
(observed by him) concerning a problem before he can diagnose correctly.
And therefore, I have also defined the research problem i.e. To study consumer
trends, behavior, preferences and level of satisfaction in Airtel communication Ltd.
Research methodology
After defining the research problem the foremost step will be planning for the further
investigation. Preparing the blue print to undertake the research called research
design.
In other words, “A research design is the arrangement of condition for collection and
analysis of data in a manner that aims to combine relevance to the research purpose
with economy in procedure".
Under this chapter methodological step has been adopted in the study of consumer
trends, behavior, preferences and level of satisfaction in Airtel communication Ltd.
2
Research Objectives:
To study the consumer trends in telecommunication sector.
To study consumer decision-making & preferences.
To study marketing strategies adopted by Airtel.
To study the level of customer satisfaction in Airtel.
To study the market potential.
To study customer purchase decision behavior.
To understand the needs of different consumer segments.
Comparative study of different mobile companies.
2
The Research Process
Define research & formulate problem
Review the literature
Formulate hypothesis
Research Design
Collecting the data
Analysis and interpretation of the collected data
Preparing the research report
2
2
CHAPTER: 3
PROBLEM STATEMENT
2
PROBLEM STATEMENT
1. Formulating the research problem:
At the very outset the researcher must single out the problem he wants to study, i.e., he must decide the general area of interest or aspect of a subject-matter that he would like to inquire into.
Essentially two steps are involved in formulating the research problem, viz., understanding the problem thoroughly, and rephrasing the same into meaningful terms from an analytical point of view.
The research problem for the project is “A COMPARATIVE STUDY ON CUSTOMER SATISFACTION LEVEL OF AIRTEL IN NAGPUR REGION”
What is the scope for this new developed blend by ITC? Is there any improvement in the test of the blend? All these research is done and the response of the consumer is noted.
2. Extensive literature survey:
Once the problem is formulated, a brief summary of it should be written down. At this juncture the researcher should undertake extensive literature survey connected with the problem. For this purpose, the abstracting and indexing journals and published or unpublished bibliographies are the first place to go to. Academic journals, conference proceedings, government reports, books etc., must be tapped depending on the nature of the problem.
The literature survey for the project is done through Books of marketing to do test marketing. Previous reports are also studied to know about the company and the previous research done.
3. Preparing Research Design:
To prepare a research design, the researchers have to state the conceptual structure in which the research will be conducted. Research purposes may be grouped into
A. Exploratory
B. Descriptive
C. Causal
TYPE OF RESEARCH THIS PROJECT CONCERN WITH?
This project is concerned with ‘Descriptive Research’.
2
Descriptive research includes surveys and fact-finding enquiries of different kinds.
In the project responses were taken from various respondents about their view, test preference and over all likeability of AIRTEL Wireless Services.
4. Determining Sample design:
Practically it is not possible to conduct survey considering the whole population i.e. ‘Universe’ since it would require maximum time, money and effort. Moreover, the research conducted will not give perfect results. Hence, quite often we select only a few items from universe for our study purposes. The items so selected constitute what is technically called ‘Sample’.
Sampling is that part of statistical practice concerned with the selection of a subset of individuals from within a population to yield some knowledge about the whole population, especially for the purposes of making predictions based on statistical inference.
Researchers rarely survey the entire population for two reasons:
1 The cost is too high,
2 The population is dynamic in that the individuals making up the population may change overtime. .
The three main advantages of sampling are that
1 The cost is lower,
2 Data collection is faster,
3 To ensure homogeneity and to improve the accuracy and quality of the data.
Sampling Techniques:
DIFFERENT SAMPLING TECHNIQUES:
There are two types of sampling techniques1. Non-Probability Sampling.2. Probability Sampling.
2
This project is concerned with Non-probability Sampling.
NON-PROBABILITY SAMPLING:
Non-probability sampling is that sampling procedure which does not afford any basis
for estimating the probability that each item in the population has of being included in
the sample. Non-probability sampling is also known by different names such as
deliberate sampling, purposive sampling and judgment sampling. In this type of
sampling, items for the sample are selected deliberately by the researcher; his choice
concerning the items remains supreme. In other words, under non-probability
sampling the organizers of the inquiry purposively choose the particular units of the
universe for constituting a sample on the basis that the small mass that they so select
out of a huge one will be typical or representative of the whole
2
CHAPTER: 4
OBJECTIVES
2
OBJECTIVES OF THE PROJECT
To determine the services of Airtel and Other Operators.
To determine the comparison of customer services of Airtel and Other
Operators.
To know and compare consumer preference of various value added Services
produced by Airtel.
To study the purchase patterns of Airtel’s customers.
To identify the influencing factors on the consumer’s buying process.
To profile the customers on the basis of their characteristics into different
clusters.
To study where Airtel is lacking in the terms of important product attributes.
To study the overall product attributes and find out their percentage
contribution to overall satisfaction of an Airtel Customer.
Introduction to the topic:
Customer satisfaction is a measure of how products and services supplied by a
company meet or surpass customer expectation. In a competitive marketplace where
businesses compete for customers, customer satisfaction is seen as a key differentiator
and increasingly has become a key element of business strategy. Exceptional
customer service results in greater customer retention, which in turn results in higher
profitability.
Customer satisfaction can help your business achieve a sustainable competitive
advantage. It deals with the way a customer feels after purchasing a product or service
and, in particular, whether or not that product or service met the customer's
expectations.
2
Importance of Customer Satisfaction
Customer satisfaction allows your customers to communicate with you directly about
their needs, assuring you that the quality standards you establish reflect the voice of
the customer and not just the company line.
A high level of satisfaction can deliver many benefits, including:
Loyalty: a highly satisfied customer is a loyal customer.
Repeat purchase: a highly satisfied customer buys more products.
Referrals: a highly satisfied customer tells their family and friends about the
product or service.
Retention: a highly satisfied customer is less likely to switch brands.
Reduced costs: a highly satisfied customer costs less to serve than a new
customer.
Premium prices: a highly satisfied customer is willing to pay more for the
product or service.
The Customer Satisfaction Process
Because everyone’s needs are different, a specific approach is developed to meet
them. However, the overall process can be divided into six interactive phases.
2
Phase 1: MobilizationDefine Business and Information ObjectivesDevelop Overall PlanGain Management Commitment
Phase 4: Action PlanningIdentify TeamsIdentify Research Implications:Changes in Product/ServicesInternal ProcessesDevelopment of New Product/ ServicesTrainingSet Customer Driven StandardsCreate Detailed Plans
Phase 2: DiscoveryIdentify:Needs/ExpectationsTypes of ProblemsPoints of Customers/Company InteractionConduct Qualitative Research Survey Customers/Employees
Phase 5: ImplementationImplement Plans
Phase 3: Needs and Performance EvaluationProvide Quantitative Measures of:Importance of Key AttributesCompany Performance on Key AttributesCompetitive PerformanceExpectations of Specific Levels of PerformanceDetermine Areas of Greatest Impact
Phase 6: TrackingProvide Ongoing Quantitative Assessment of PerformanceDeliver Easy-to- Understand Reports to Employees/Management
2
CHAPTER: 5
SCOPE & LIMITATIONS
SCOPE OF THE PROJECT
2
The scope of project was limited to Customers of Airtel in Nagpur Region..
The Project study was based on random sampling and contact. 120 customers were
interviewed for the survey, for the purpose of gathering information and their
satisfaction level. The Questionnaire was floated. Feedback was collected and
analyzed.
LIMITATIONS
(1) PAUSILTY OF TIME
The busy schedule of the contact person is each of the Divisions of the company failed to provide enough time to me for discussions.
(2) CONFIDENTIALITY
The company withheld a lot of information which they termed as confidential, as a result of which secondly data had to be relied upon.
(3) TIME CONSUMING
The exhaustive nature of the project comprising of 3 divisions of the company took plenty amount of time in analyzing and prosecuting the report.
(4) PROBLEMS IN COLLECTING DATA
Since the feedback of the customers was done through Questionnaire, major limitation was unavailability of customers thus leading to highly low success rate.
Most of the customers were so furious that they refused to part with any information.
Employees of company were so furious that they were not interested in giving any information about broadband.
HYPOTHESIS
2
My present research work has made the following assumption for the
future research:
1)Consumer is satisfied with quality product of Airtel Services.
2)Being provided better services it will be attracting consumers towards it in
present & future.
2
CHAPTER: 6
DATA COLLECTION
2
DATA COLLECTION
In dealing with any real life problem it is often found that data at hand are inadequate, and hence, it becomes necessary to collect data that are appropriate. There are several ways of collecting the appropriate data which differ considerably in context of money costs, time and other resources at the disposal of the researcher.
Sources and method of data collection:
The method of data collection adopted is Interview method.
The interview method of collecting data involves presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. This method can be used through personal interviews.
The tool used for data collection was structured questionnaire. With this questionnaire the interview was taken face to face of the respondents .Questions were asked and their preferences and answers were noted and information was collected.
Primary data is the data that does not already exist, which is research to collect original data. Primary Research is often undertaken after the researcher has gained some insight into the issue by collecting secondary data.
In my project, Primary data is collected through field survey by taking interview through structured questionnaire.
Secondary data is data collected by someone other than the user. Common sources of secondary data for social science include censuses, surveys, organizational records and data collected through qualitative methodologies or qualitative research.
In my project Secondary data is collected through Company’s official site, reference books, journals, and through Internet browsing.
2
CHAPTER: 7
ANALYSIS OF DATA
2
ANALYSIS OF DATA
After the data have been collected, the researcher turns to the task of analysing them. The analysis of data requires a number of closely related operations such as establishment of categories, the application of these categories to raw data through coding, tabulation and then drawing statistical inferences.
Tabulations a part of the technical procedure wherein the classified data are put in the form of tables.
After tabulation is done the analysis is done by using pie charts and bar charts.
Interpretation:
If the researcher has no hypothesis to start with, he might seek to explain his findings on the basis of some theory. This is known as interpretation.
Same is done in this project. Since there is no hypothesis at the beginning, interpretation is done after analysis. From interpretation, the findings are drawn which are the facts of the project.
Preparation of report:
Finally the researcher has to prepare the report of what has been done by him. The report should be prepared with great care.
Sources from which I have taken the secondary data are as under:
Airtel website
Books for marketing management
Surveys and customer data & report.
Internet.
2
DATA ANALYSIS& INTERPRETATION
Data analysis is a process of gathering, modeling and transforming data with
the goal of highlighting useful information, suggesting conclusions and supporting
decision making. Data analysis has multiple facets and approaches, encompassing
diverse techniques in various domains.
The tools used for data analysis in current project are tables, graphs and charts.
1. Do you or any member of your family work for any of the following?
Advertising Company / Any Media 5
Any Market Research Company 9
Any Telecom Company 4
Distributor of Fixed Line Connections 2
None of the above 0
Advertising Company / Any Media; Series1;
5; 25%
Any Market Research Co ; Series1; 9; 45%
Any Telecom Co ; Series1; 4; 20%
Distributor of Fixed Line Connec-tions ; Series1; 2; 10%
Advertising Company / Any MediaAny Market Research Co Any Telecom Co Distributor of Fixed Line Connec-tions None of the above
Interpretation:
45%of people works in a market research company,25% works in an advertising
company,20%works in a telecom company, 10% of them are distributor of fixed line
connection.
2
2. Have you given any interview/ feedback on internet services in the past 3 months?
Yes ; Series1; 20;
17%
No; Series1; 100; 83%
Yes No
Interpretation:
17%of people who gave the interview were terminated for giving neutral answer.
2
Yes 5 Thank & Terminate 20
No 1 Continue 100
Section 1: Connection Details
Q1. How many individual wireless internet connections do you have in your household/ organization (whichever applicable)?
One 60
Two 30
Three 10
Four 0
Five or more 0
One; Series1; 60; 60%
Two; Series1; 30; 30%
Three; Series1; 10; 10%One Two Three Four Five or more
Interpretation:
60% of the people have only one wireless internet connection, 30% have two whereas 10% have three wireless internet connection.
2
Q2. What all wireless internet service providers do you use to access internet?
Airtel 60
Tata 30
Reliance
10
Airtel; Series1; 60
Tata; Series1; 30
Relience; Series1; 10
Series1
Interpretation:
60% of the people use services of airtel, 30% of them use Tata and 10% uses reliance
wireless internet services.
2
Q3. If Airtel, please specify the number of MONTHS for which you have been subscribing to it.
< = 3 months 57
>3 months – 6 months 20
>6 months – 12 months 15
>12 months –24 months 8
>24 months 0
< = 3 months; Series1; 57; 57%>3 months – 6 months; Series1; 20; 20%
>6 months – 12 months; Series1; 15;
15%
>12 months –24 months ; Series1; 8; 8%
< = 3 months >3 months – 6 months >6 months – 12 months>12 months –24 months >24 months
Interpretation:
57% of the people are using services of airtel for the last 3 months, 20%of the people
using it for more than 3 months but less than 6 months, 23%of the people are using it
for more than 6 months but less than 24 months.
2
Q4. What is your average monthly usage/bill amount on your internet bills?
< Rs. 1000 67
Rs. 1001 – Rs. 1500 17
Rs. 1501 - 3000 13
Rs. 3001 – Rs. 6000 3
>Rs. 6000 0
1 < Rs. 1000; No. of Re-spondents; 67; 67%
2 Rs. 1001 – Rs. 1500; No. of Respondents; 17; 17%
3 Rs. 1501 - 3000; No. of Respondents;
13; 13%
4 Rs. 3001 – Rs. 6000; No. of Respondents; 3; 3%
1 < Rs. 1000 2 Rs. 1001 – Rs. 1500 3 Rs. 1501 - 30004 Rs. 3001 – Rs. 6000 5 >Rs. 6000
Interpretation:
67% of the people spends less than 1000 rupees, 30% spends between 1000 and 3000 and 3 % spends more than 3000 but less than 6000.
2
Q5. Based on all your experiences, please tell me how you would rate the overall quality of service provided by AIRTEL.
Excellent
40
Good 30
Fair 20
Poor 10
Excellent; Series1; 40; 40%
Good; Series1; 30; 30%
Fair; Series1; 20; 20%
Poor; Series1; 10; 10%
Excellent Good Fair Poor
Interpretation:
40% of the people said that the services provided by Airtel is excellent, 30% said that
the services is good and 20% said that the services are just fair.
2
Q6. Please think of the Costs associated with subscribing to AIRTEL, compared to what other Internet companies charge for similar services.
Very low Low Moderate High Very high
30 25 25 20 0
VERY LOW; Series1; 30
LOW; Series1; 25MODERATE; Series1;
25
HIGH; Series1; 20
VERY HIGH; Series1; 0
Series1
Interpretation:
People were satisfied with the services of Airtel as 55% of them said that the cost associated with the services of Airtel is low, 25% said its moderate and there were 20% of people who said that costs are on the higher side.
2
Q7. Considering the quality of the service provided to you by and the price you have to pay for the service, how would you rate the overall value that you received?
Excellen
t
20
Good 50
Fair 20
Poor 10
Excellent; Series1; 20; 20%
Good; Series1; 50; 50%
Fair; Series1; 20; 20%
Poor; Series1; 10; 10%
Excellent Good Fair Poor
Interpretation:
When compared to the quality provided by the airtel to the cost incurred in availing the services, majority of the people were satisfied with the services of the Airtel as compared to the cost associated with it.
2
Q8. Please rate AIRTEL on its ability to look for new and better ways to serve its customers?
Excellen
t
47
Good 20
Fair 20
Poor 13
Excellent; Series1; 47; 47%
Good; Series1; 20;
20%
Fair; Series1; 20; 20%
Poor; Series1; 13;
13%
Excellent Good Fair Poor
Interpretation:
Majority i.e. 67% of the people said that Airtel is very good with its innovative strategies and 33% said that they should have some more innovative strategies to attract customers.
2
Q9. Please rate AIRTEL on the effort it makes to understand customer and its problems.
Excellen
t
51
Good 21
Fair 20
Poor 8
Excellent; Series1; 51; 51%
Good; Series1; 21; 21%
Fair; Series1; 20; 20%
Poor; Series1; 8; 8%
Excellent Good Fair Poor
Interpretation:
51% of the people said that efforts of Airtel to understand its customer and their problem is excellent, 21% said that it is excellent, 28% of the people were not satisfied with the efforts made by the company.
2
Q10. Please rate AIRTEL on its ability to take the extra effort to assist its customer.
Excellen
t
47
Good 27
Fair 16
Poor 10
Excellent; Series1; 47; 47%
Good; Series1; 27; 27%
Fair; Series1; 16; 16%
Poor; Series1; 10; 10%
Excellent Good Fair Poor
Interpretation:
74% of the people said that Airtel provides good assistance to its customer and other 26% says that customer assistance provided by Airtel is not good.
2
Q11. Please rate AIRTEL on its ability to deliver what it promises.
Excellent
56
Good 20Fair 16Poor 8
Excellent; Series1; 56; 56%
Good; Series1; 20; 20%
Fair; Series1; 16; 16%
Poor; Series1; 8; 8%
Excellent Good Fair Poor
Interpretation:
76% of the people said that Airtel delivers what it promises whereas 24% of the people said that airtel somehow fails to fulfill its promise.
2
Q12. Please rate AIRTEL on its ability to give self control to manage your services.
Excellent
56
Good 20Fair 16Poor 8
Excellent; Series1; 56
Good; Series1; 20Fair; Series1; 16
Poor; Series1; 8
Series1
Interpretation:
76% of the people said that a service provided by Airtel is easily managed whereas 24% of the people said that it’s difficult to manage the services.
2
Q13. Please rate AIRTEL on the Effort it makes to make your life simpler.
Excellent
67
Good 18Fair 10Poor 5
Excellent; Series1; 67
Good; Series1; 18Fair; Series1; 10
Poor; Series1; 5
Series1
Interpretation:
85% of the people were satisfied with the efforts provided by Airtel to make their life simple.
2
Section 2: Relational Outcomes
Q1. If a friend or colleague were to ask you to recommend a company providing Wireless Internet services, how likely would you recommend AIRTEL?
Extremely likely Very likely Somewhat likely Not very likely Not at all likely
37 27 20 10 6
Series1
Interpretation:
64% of the people said they will definitely recommend Wireless Internet Services of Airtel to their friends or colleagues, 20% of the people said that they are somewhat likely to recommend whereas 16% of the people said they will not recommend Airtel.
2
Q2. What is the likelihood that you will continue subscribing to AIRTEL?
Extremely likely Very likely Somewhat likely Not very likely Not at all likely
53 23 15 6 3
Series1
Interpretation:
Majority i.e. 91% of the people said that they will continue using services of Airtel.
2
Section 3: Sales/Purchase Experience
Q1. Based on all the experiences you have had during the sales process with AIRTEL, how would you rate the overall quality of sales experience of your Wireless internet connection?
ExcellentVery good
GoodFair
Poor
40 24 22 10 4
EXCELLENT; Series1; 40; 40%
VERY GOOD; Series1; 24; 24%
GOOD; Series1; 22; 22%
FAIR; Series1; 10; 10%
POOR; Series1; 4; 4%
EXCELLENT VERY GOOD GOOD FAIR POOR
Interpretation:
86% of the people said that they are satisfied with the sales process of Airtel as based on their experience.
2
Section 4: Customer Care
Q1. Based on all the experiences you have had with Customer care of AIRTEL, how would you rate the overall quality of the customer service at AIRTEL?
Excellent Very good Good Fair Poor
37 30 20 10 3
EXCELLENT; Series1; 37; 37%
VERY GOOD; Series1; 30; 30%
GOOD; Series1; 20; 20%
FAIR; Series1; 10; 10%
POOR; Series1; 3; 3%
EXCELLENT VERY GOOD GOOD FAIR POOR
Interpretation:
According to the survey, 87% of the people were satisfied with the overall quality of the customer care services of Airtel.
2
Section 5: Connectivity & Uptime
Q1. Based on all the experiences you have had with AIRTEL, how would you rate the overall quality of connectivity & browsing of your broadband connection?
Excellent Very good Good Fair Poor
30 27 20 17 6
EXCELLENT; Series1; 30; 30%
VERY GOOD; Series1; 27; 27%
GOOD; Series1; 20; 20%
FAIR; Series1; 17; 17%
POOR; Series1; 6; 6%
EXCELLENT VERY GOOD GOOD FAIR POOR
Interpretation:
57% of the people said that they are satisfied with the overall quality of connectivity of Airtel and 37% of the people said that they are fairly satisfied with the overall quality of connectivity of Airtel.
2
Section 6: Communication
Q1. Based on your experience how would you rate overall experience with all personal communications like sms, e-mail, tele-call, auto-call, bill inserts etc. sent to you by AIRTEL.
Excellent Very good Good Fair Poor
34 30 20 10 6
EXCELLENT; Series1; 34; 34%
VERY GOOD; Series1; 30; 30%GOOD; Series1; 20; 20%
FAIR; Series1; 10; 10%
POOR; Series1; 6; 6%
EXCELLENT VERY GOOD GOOD FAIR POOR
Interpretation:
84% of the people said that the personal communication sent by Airtel is good and they are satisfied with the content of the communication they send.
2
Section 7: Value Added Services
Q1. How would you rate your overall experience with the Value Added Services like PC Secure, GOD (Games on Demand), Speed on Demand etc. provided by AIRTEL?
Excellent Very good Good Fair Poor
25 35 30 8 2
EXCELLENT; Series1; 25;
25%VERY GOOD; Series1; 35;
35%GOOD; Series1; 30; 30%FAIR; Series1; 8; 8%
POOR; Series1; 2; 2%
EXCELLENT VERY GOOD GOOD FAIR POOR
Interpretation:
90% of the people said that the Value Added Services of Airtel is good whereas only 10% said that they are not satisfactory.
2
Q2. How would you rate the overall experience with AIRTEL on delivering products and services which are relevant to you?
Excellent Very good Good Fair Poor
46 24 15 10 5
EXCELLENT; Series1; 46; 46%
VERY GOOD; Series1; 24;
24%
GOOD; Series1; 15; 15%
FAIR; Series1; 10; 10%
POOR; Series1; 5; 5%
EXCELLENT VERY GOOD GOOD FAIR POOR
Interpretation:
85% of the people said that the product & services delivered by Airtel are relevant &
useful whereas only 15% said that the product & services delivered by Airtel are
irrelevant.
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CHAPTER: 8
FINDINGS & SUGGATIONS
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FINDINGS & SUGGESTIONS
FINDINGS
• Bharti Airtel speedy activity is one of its best attributes that has made it gain an international status across the world. It is always updated with the latest data and is highly competent. Quality remains the prime concern and is maintained strictly by the team.
• With such achievements, Bharti Airtel is still ruling the Indian telecom Industry and is aiming high to gain popularity and success around the world in brand building by making new discoveries every day.
• Based on the above, observations can be made that it promises unprecedented and efficient control over the market.
• It has really a very huge customer base and reputation in the market due to its services such as connectivity and consistency in connectivity even in very remote areas.
SUGGESTIONS
After conducting the whole survey and analyzing the interviews and questioner’s my
recommendations to Airtel are:
MONTHLY MEETINGS WITH RETAILERS
There should be a monthly meeting marketing persons and retailers so that retailers
can communicate their suggestions and problems freely. This practice can give them a
sense of belongingness.
FREQUENT VISIT TO RETAILERS SHOP
Timely visit by the marketing persons should be done in order to check the current
position of the retailers and also motivate them to increase their sales.
PROPER, EFFECTIVE AND TIMELY COMMUNICATION
Retailers in rural areas do not updated with the latest schemes, so proper and fast
communication is required in order to make them updated.
TRAINING OF FSE & FCE
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Time to time training programme for FSE &FCE should be organized so that they can
develop their skills in order to deal with the retailers efficiently& effectively.
SPECIAL CONCENTRATION ON SMALL RETAILERS
Special concentration should be given to the retailers in rural areas in order to capture
the rural market.
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CHAPTER: 9
CONCLUSION
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CONCLUSION
After the survey of 120 sampling units, I came to the following conclusions according
to the statistical data:-
Maximum of the users were using Airtel from last 1 year.
The connection type used is mainly prepaid.
The GPRS/MMS were the features that attracted the customers and were the reason
for use of Airtel Connection.
The quality of Airtel network was judged to be very good.
The Customer care service was also adjudged to be good in service.
At present Airtel is good and it can be said as the leader.
From the above findings, it is very clear that all the customers who have been satisfied
by the network operators by ways of providing better network, better customer care,
better services, and etc. have turned loyal to the operator. The customer satisfaction
has been converted into customer loyalty.
The conclusion of my study is that AIRTEL’s Advertising has a major impact on its
users. People like its schemes very much. AIRTEL has created a very good image on
the mind of the new users.
Consumerism is fast emerging as an environmental force affecting major decision as
consumer become more aware about their rights. Even though comprehensive
statutory measures have been provided in India for curbing unfair business practices,
for protecting consumer interest, and for promoting consumerism companies have yet
to do a lot.
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CHAPTER: 10
BIBLIOGRAPHY
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BIBLIOGRAPHY
Websites:
www.google.com
www.airtel.in
www.wikepedia.org
www.imrbint.com
www.airtelworld.com
www.researchandmarket.com
Books:
Research Methodology by “C.R.Kothari”
Marketing Management 12 edition – Philip Kotler
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