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A Synopsis On

A COMPARATIVE STUDY ON CUSTOMER SATISFACTION OF AIRTEL BROADBAND SERVICES AND BSNL BROADBAND SERVICES AMONG STUDENTS (A STUDY IN JODHPUR)
S!"#i$$%& in p'($i') *!)*i))#%n$ o* (%+!i(%#%n$ o* III s%#%s$%( o* M's$%( o* B!sin%ss A&#inis$('$ion D%p'($#%n$ o* M'n',%#%n$ S$!&i%s J'i N'('in Vy's Uni-%(si$y. Jo&/p!( (0122324)

S!p%(-is%& By. P(o*5 (D(5) As/6ini A,'(6')

S!"#i$$%& By. Son'# R'$/i M5B5A5 S%#%s$%( III

To, The Head of Department, Department of Management Studies, Jodhpur. S!"7%8$9 - Synopsis for the term paper applied in III semester MBA - A COMPARATIVE STUDY ON CUSTOMER SATISFACTION OF AIRTEL BROADBAND SERVICES AND BSNL BROADBAND SERVICES AMONG STUDENTS (A STUDY IN JODHPUR) 5

Respe ted Ma!am,


"ith due respe t I #ant to say that in order of the partial fulfillment of M.B.A. Semester-III, I #ant to su$mit the synopsis for the term paper applied in III semester MBA - A COMPARATIVE STUDY ON CUSTOMER SATISFACTION OF AIRTEL BROADBAND SERVICES AND BSNL BROADBAND SERVICES AMONG STUDENTS (A STUDY IN JODHPUR) . %nder the super&ision of 'rof. Ash#ini Agar#al So, (indly grant me permission to prepare term paper on the a$o&e mentioned topi . Than(ing you. Date) *ours Sin erely, Sonam Rathi. M.B.A. Semester-III

INTRODUCTION93
The Bharti Airtel landline and $road$and ser&i e ha&e made their o#n identity in the mar(et has a landline and $road$and ser&i e pro&ider #ith a good num$er of high impulsing ustomers. Among those good pulsing ustomers the SM+ ustomers are also one of them. AIRT+, mainly fo us on the ustomers of SM+ ustomers #ho pays the a&erage monthly $ill amount of a$o&e Rs.-.//0-. This parti ular topi #ill help us to (no# more a$out the mar(eting strategies, ompetiti&eness and also a$out the ustomer $eha&ior. This #ill also help the ompany to $uild a good relationship #ith the ustomers.

BHARTI AIRTEL)Tele om giant Bharti Airtel is the flagship ompany of Bharti +nterprises. The Bharti 1roup has a di&erse $usiness portfolio and has reated glo$al $rands in the tele ommuni ation se tor. Bharti has re ently forayed into retail $usiness as Bharti Retail '&t. ,td. under a Mo% #ith "al-Mart for the ash 2 arry $usiness. It has su essfully laun hed an international &enture #ith +, Roths hild 1roup to e3port fresh agri produ ts e3 lusi&ely to mar(ets in +urope and %SA and has laun hed Bharti A4A ,ife Insuran e 5ompany ,td under a 6oint &enture #ith A4A, #orld leader in finan ial prote tion and #ealth management. Its head 7uarters is at Delhi. In 899: ompany started their first land line operation. Airtel is the name of their $rand. AIRT+, stands for Affe tionate, Interested, Respe tful, Tolerant, +nergeti and lo&ing .Their logo is ;Thin( fresh Deli&er More<. Their first ompany is Bharti 5ellular ,imited under the $rand name of Airtel.The $usinesses at Bharti Airtel ha&e $een stru tured into three indi&idual strategi $usiness units =SB%!s> ? 8. Mo$ile Ser&i es -. Airtel Telemedia Ser&i es @. +nterprise Ser&i es.

BSNL93
BSA, is India!s oldest and largest 5ommuni ation Ser&i e 'ro&ider =5S'>.5urrently BSA, has a ustomer $ase of BC.: million =Basi 2 Mo$ile telephony>. It has footprints throughout India e3 ept for the metropolitan ities of Mum$ai and Ae# Delhi #hi h are managed $y MTA,. As on Mar h @8, -/8/BSA, ommanded a ustomer $ase of @@.D million "ire line, @.B million 5DMA-",, and -D.. million 1SM Mo$ile su$s ri$ers. BSA,s earnings for the Einan ial *ear ending Mar h @8, -/8/ stood at IAR C/8.:$ =%SF 9./9 $> #ith net profit of IAR :9.C$ =%SF -./- $illion>. Today, BSA, is India!s largest Tel o and one of the largest 'u$li Se tor %nderta(ing of the ountry #ith authoriGed share apital of %SF @.9. $illion =IAR 8D,.// 5rores> and net #orth of %SF8C.@- $illion. D BSA, is pro&iding internet as dial-up onne tion =San harnet> and ADS,Broad$and Dataone. BSA, has around ./H mar(etshare in $road$and in India. BSA, has planned aggressi&e rollout in $road$and for urrent finan ial year.

OBJECTIVES OF THE STUDY93


P(i#'(y O"7%8$i-%

To AnalyGe the satisfa tion le&el of ustomers to#ards Airtel Broad$and ser&i e and BSA, Broad$and ser&i es.

S%8on&'(y O"7%8$i-%

To study ho# the ustomer hoose their respe ti&e landline and $road$and Ser&i e. To find the a#areness among the ustomers a$out Airtel Broad$and 2 BSA, Broad$and and its ne# produ ts. To find out the pro$lems fa ed $y the $road$and users To analyGe the position of Airtel Broad$and 2 BSA, Broad$and against its ompetitors. To analyGe the loyalty status of the onsumers. To identify the ustomer preferen es. To find out the strength and #ea(ness of produ t and its ompetitors

To ma(e suggestion, if any to impro&e e3isting ondition. To (no# if there are relationships $et#een ustomer satisfa tion.

FORMULATION OF HYPOTHESIS93 Ho9 3 There is no differen e in ustomer satisfa tion among students of
Airtel Broad$and Ser&i es 2 BSA, Broad$and Ser&i es.

H'9 3 There is differen e in ustomer satisfa tion among students of Airtel


Broad$and Ser&i es 2 BSA, Broad$and Ser&i es.

RESEARCH METHODOLGY93 D'$' Co))%8$ion)


The resear h study is $ased on primary data $ase and primary data #ill $e olle ted through stru tured 7uestionnaires #ith losed ended 7uestions. Besides the primary data olle ted #ith the help of the 7uestionnaire, I!ll olle t the rele&ant se ondary data from &arious sour es li(e ompany!s #e$site, $oo(s, Internet and ne#spapers.

S'#p)% Si:%9
@/ samples for Airtel Broad$and Ser&i es 2 @/ samples for BSA, Broad$and ser&i es.

S'#p)in, $%8/ni+!%9
Random samples #ill $e sele ted #ith the random sampling method.

S$'$is$i8') An')ys%s9
The olle ted data #ill $e su$6e ted to appropriate statisti al analyses.

BIBLIOGRAPHY ; REFERENCES93
D.D. Sharma, Mar(eting Resear h 1reen 2 Tull, Mar(eting Resear h Iotler 'hilip and Armstrong 1ery, 'rin iples of Mar(eting Management, Ae# Delhi, 'renti e Hall of India, 899D Iothari 5.R, Resear h Methodology- Methods and Te hni7uesJ Se ond +ditionJ -//C Rames#amy K.S, Aama(umari SJ Mar(eting management, Ae# Delhi, Ma Millan, 899/

""". AIRT+,.IA """. BHARTIAIRT+,.IA """. BSA,.IA

CHAPTER SCHEMA
1. INTRODUCTION 2. RESEARCH METHODOLOGY 3. STATISTICAL ANALYSES 4. RESULTS 5. INTERPRETATION OF RESULTS 6. FINDINGS AND SUGGESTIONS 7. CONCLUSION 8. SUMMARY 9. BIBLIOGRAPHY / REFERENCES 1 . APPENDICES

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