Professional Documents
Culture Documents
Chapter 1:
Introduction
1.1 Statement of the problem
RESEARCH METHODOLOGY
The data was collected through survey. The information was collected
directly from respondents. The survey was done by personal interview,
where the information was collected directly from respondents in face-to-
face situation.
SAMPE SIZE
The sample chosen contained 100 respondents. This number was
chosen taking into consideration on the time limit and inadequacy of
manpower for the survey. This population is from Yaragatti.
SAMPLING METHOD
The sampling method chosen is non probability in this survey
it was judgmental sampling. As the sampling unit was selected
according to the researcher’s judgment of income.
The respondents were interviewed in their work areas such as office,
hospital, home, school, and college.
LIMITATIONS OF STUDY
• The time given was not sufficient as only one person had to conduct
the survey.
• Findings are made with in the limited Information & views of the
respondents. So a chance of bias information is not totally eliminated.
Chapter 2:
COMPANY
PROFILE
Advanced Management College, Bangalore
Someshwar Trading Co.
COMPANY PROFILE
History:
Bharti Airtel founded with a modest capital, in the year 1976. It is
India's leading provider of telecommunications services. The company has
27 million customers across India. It is a part of Bharti Enterprises. The only
operator to provide mobile services in all 23 business regions, or circles, in
India, the company also provides telephone services and Internet access over
DSL in 15 circles, complementing its national and international long
distance telephone services with mobile and broadband services.
ORGANISATION CHART
Chapter 3:
Advanced Management College, Bangalore
Someshwar Trading Co.
Customer
Satisf
action
3.1 Customer Satisfaction – Meaning
CUSTOMER SATISFACTION
Introduction:
Satisfaction is a persons feelings of pleasure or disappointment
resulting from comparing a products perceived performance (or outcome) in
relation to his or her expectations.
Definition:
“Satisfaction is a function of perceived performance and expectations.
If the performance falls short of the expectations the customer is satisfied. If
the performance matches the expectations the customer is satisfied. If the
performance exceeds expectations the customer is highly satisfied or
delighted.”
the customer defines the good delivery. This could mean an early delivery,
on time delivery, order completeness and so on. Yet the company had to
spell out every element in detail, customer would face a huge questionnaire.
The company must also realize that two customers can report being highly
satisfied for different reason.
Companies should also know that mangers and sales people can
manipulate their ratings on customer satisfaction. They can be especially
nice to customers just before the survey. Another danger is company will go
out of the way to please to customer; some customers may express high
satisfaction classification (even satisfied) in order to receive more
concessions.
Chapter 4:
Data
Analysis &
Interpretati
on
Advanced Management College, Bangalore
Someshwar Trading Co.
The popular company is descriptive form and the reasons are stated
giving the number of respondents favoring the company in percentage form.
TABLE NO:-1
6months-1yr 26 26
1-2yrs 22 22
2-3yrs 12 12
3-5yrs 6 6
5-8yrs 2 2
GRAPH NO:-1
35
30
25
20
15 No. of Customers
10
5
0
1-6 6Mth- 1-2 2-3 3-5 5-8
Mth 1Yr Yrs Yrs Yrs Yrs
CONCLUSION:-
It is found that most of the users are using Airtel from last 3yrs. From
the data it is clear that current market of Airtel has grown up vastly. Because
Airtel provides good services and attractive tariff plans.
TABLE NO:-2
GRAPH NO:-2
12
10
6
No. of Customers
4
0
Vodafone Reliance BSNL
CONCLUSION:-
TABLE NO:-3
Being an Airtel customer, some of them even use other company sim.
The details are as follows:
GRAPH NO:-3
10
9
8
7
6
5
No.of Customers
4
3
2
1
0
BSNL VODAFONE RELIANCE
CONCLUSION:-
TABLE NO:-4
Attractive tariff/plans 20 20
Others 22 22
GRAPH NO:-4
60
50
40
30
No.of Customers
20
10
0
Network Plans Others
CONCLUSION:-
TABLE NO:-5
Delighted 24 24
Highly satisfied 34 34
Satisfied 42 42
GRAPH NO:-5
Delighted
Highly Delighted
Satisfied
CONCLUSION:-
From the above diagram it is clear that 100% customers show the
satisfaction towards Airtel.
TABLE NO:-6
Calls outgoing 66 34
SMS 33 77
MMS 42 58
GRAPH NO:-6
100
90
80
70
60
50
Good
40
30 Bad
20
10
0
Calls Calls SMS MMS
Incoming Outgoing
CONCLUSION:-
It is found that 100% of customers are satisfied with incoming calls,
because of excellent network coverage. But, as per outgoing calls 34% of
them are unsatisfied and the response was only one, which is high cost. 33%
of customers agree that SMS facility is good, 5% of them believe that the
rate of 10ps/SMS is makes them unsatisfied. Finally, 42% of the customers
are satisfied with the MMS.
TABLE NO:-7
MODE OF COMMUNICATION
By sending SMS 46 46
Postal facilities 12 12
Call up 33 33
Internet 9 9
GRAPH NO:-7
50
45
40
35
30
25
20
15 No.of Customers
10
5
0
By Postal Call Up Internet
Sending Facilities
SMS
CONCLUSION:-
By the above chart it clear that Airtel keeps their customers in touch
maximum through sending SMS i.e. 46% then is by call up at 33% and then
through postal facility 12% and then through internet is 9% customers
strongly believe in Airtel.
TABLE NO:-8
Not proud 8 8
GRAPH NO:-8
Proud
Not Proud
CONCLUSION:-
It’s noticed that most of the customers of Bharti Airtel are proud about
their choice of Airtel. 92% of the customers are proud & rest of them doesn’t
feel that proud.
TABLE NO:-9
BSNL 17 17
Vodafone 12 12
Reliance 8 8
GRAPH NO:-9
70
60
50
40
30 No.of Customers
20
10
0
Airtel BSNL Vodafone Reliance
CONCLUSION:-
From the data collected it is clear that the final rankings are
Rank 1 Airtel
Rank 2 BSNL
Rank 3 Vodafone
Rank 4 Reliance
TABLE NO:-10
Highly satisfied 53 53
Satisfied 27 27
Just satisfied 20 20
GRAPH NO:-10
60
50
40
30
No.of Customers
20
10
0
Highly Satisfied Just
Satisfied Satisfied
CONCLUSION:-
From the above chart it is clear that most of the customers are highly
satisfied with Airtel.
Chapter 5:
Winding
Up
5.1 Findings
5.2 Suggestions
5.3 Conclusion
FINDINGS
2. Customers feel that Airtel is a royal SIM and a genuine product hence
worth buying. The second reason is the quick service helpline and
which are open for 24hours/day. Then thirdly, air is providing
attractive tariff plans.
3. 27% of the customers have newly got connected to Airtel and 73% are
using air from long ago.
Rank 1 Airtel
Rank 2 BSNL
Rank 3 Vodafone
Rank 4 Reliance
2. Most of the customers found that the call rate is very high and must
be reduced.
CONCLUSION
Chapter 6:
ANNEXURE &
BIBLIOGRAPH
Y
6.1 Questionnaire
6.2 Bibliography
QUESTIONNAIRE
A Survey on “Customer Satisfaction” for Bharti
AIRTEL Ltd. with special reference to Someshwar
Trading Company., Yaragatti.
PERSONAL INFORMATION
________________________________________________________
2) Occupation:______________________________________________
3) Income:(per annum)
4) Age Group:
18 - 30 30 - 40
40 - 50 Above 50
RESERCH INFORMATION
____ Years/months.
Yes No
Yes No
If yes, mention:
BSNL Vodafone
Reliance
Network/Coverage
Attractive Tariffs/Rates
Others
________________________________________________________
________________________________________________________
________________________________________________________
Call up Internet
Yes No
Fully Partially
Yes No
If Yes or No
Reasons: ________________________________________________
________________________________________________________
________________________________________________________
____________________________________________
Airtel BSNL
Vodafone Reliance
12) Overall, how satisfied have been with the Airtel services?
BIBLIOGRAPHY
MARKETING MANAGEMENT-
PHILIP KOTLER
COMPANY MANUALS
COMPANY REPORT
INTERNET-www.airtelworld.co.in
THANK YOU