A

PROJECT REPORT

Customer satisfaction of Airtel

SUBMITTED FOR THE PARTIAL FULLFILLMENT OF THE

DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION
TO

INVERTIS UNIVERSITY, BAREILLY (U.P)

SESSION 2014-2015
SUPERVISOR:SUBMITTED BY:
Ms. DIPTI RAJ SHARMA

(ASST. PROF) 1310101061

KUSHANK ARORA

CERTIFICATE
TO WHOM IT MAY CONCERN

This is to certify that Mr. KUSHANK ARORA student of BBA-V

Semester in our institute has successfully completed his project
work entitled CUSTOMER SATISFACTION OF AIRTEL for the
partial fulfillment of the degree of Bachelor of Business
Administration for the session 2015-16.

Dr. RachnaSaxena
(HOD, BBA & B.Com Program)

MS. DIPTI RAJ SHARMA

DECLARATION
I KUSHANK ARORA, hereby declare that, the report entitled
CUSTOMER SATISFACTION OF AIRTEL Submitted by me for the
award of Bachelor of Business Administration under InvertisUniverstity,
Bareilly is the original work conducted by me and data provided in the
study is authentic to the best of my knowledge and belief. This report is
not submitted to any other institute or university for the award of any
other degree.

MS. DIPTI RAJ SHARMA(KUSHANK ARORA)

PREFACE

As an essential and obligatory part of my course i undertook a research project

CUSTOMER SATISFACTION OF AIRTEL
The research has helped me to get a practical knowledge about to ananlyse
environment stimulus, changes, and current requirements as an important suffix to
the theortical knowledge into the business environment.
One cannot merely depend on the theortical knowledge,classroom lectures make
the fundamental concepts but the research facilities the help in learning of the
practical situation. It is in the sense that the research has significant role to play in
the subject of business management. To develop healthy managerial and
administrative skills in potenial knowledge of real environment.

ACKNOWLEDGEMENT
I would like to express my sense of gratitude to all those people who have helped directly or
indirectly in the completion of this project.

My special thanks to Ms. DIPTI RAJ SHARMA for giving me her valuable time and knowledge
in the completion of this project report.

I would also like to thank my family and friends for their support.
Thank You
KUSHANK ARORA
1310101061

CONTENTS

Objectives
Research Methodology
Industry Profile
About The Group
About The Company
Data Analysis & Interpretation

Findings
Suggestions AndRecommendations
Limitation
Conclusions
Bibliography
Annexure

OBJECTIVE

The primary objective of the research is as follows:

1 To

study

the

various

factors

affecting

satisfaction of Airtel. (Bareilly)

2 To understand customer satisfaction level.

the

customer

RESEARCH METHODOLOGY
Meaning of Research: Research is an art of scientific investigation.
Research means a careful investigation or inquiry especially
through search for new facts in any branch of 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
Research means the systematic method consisting of enunciating
the problem, formulating a hypothesis, collecting the facts or
data, analyzing the facts and reaching certain conclusions either
in form of solutions towards the concerned problem or in certain
generalization for some theoretical formulation.
Research is common parlance refers to a search for knowledge.
The purpose of research is to discover answer to questions
through the application of scientific procedures. Research
methodology refers to the tools and methods used for obtaining
information for the purpose of the subject under study. Research
methodology deals with the various methods of research. The
purpose of the research methodology is to describe the research
procedure used in the research. Research methodology overall
include include the research design , data collection method and
analysis procedure which are used to explore the insight
information form the research problem . Research methodology
helps in carrying out the project report in by analysing the various
research findings collected through the data collection method.

While making a study we very often look for what type of research
methodology is to be used in this type of study. For
implementation of a proper research methodology we have to first
understand the meaning of research.
Research is a process with the help of which new concepts arises.
It is the increase in the actual knowledge stock. It can be called as
movement from known to unknown and vice-versa. It is also a
continuous process. It is a scientific as well as systematic process,
which includes defining and redefining the problems to develop
hypothesis , to collect and define the data , to analysis the
information and bring out the mother discovery . an individual
make the efforts in research and society or public takes its
benefits because the result are generalized.
The research conducted by Exploratory Research this type of
research is Qualitative and Quantitative.
Qualitative refers to the characters of the data or process by
which the data are gathered.
The research process consists of a series of closely related
activities. Why a research study has been undertaken. Why a
research study has been undertaken, how the research problem
has been defined, in what way and why the hypothesis has been
formulated, what data has been collected and what particular
method has been adopted and a host of similar other question
arey a research study has been undertaken, how the research
problem has been defined, in what w The research conducted by
Exploratory Research this type of research is Qualitative and
Qualitative refers to the characters of the data or process by
which the data are gathered.
The research process consists of a series of closely related
activities. Why a research study has been undertaken. Why a
research study has been undertaken, how the research problem
has been defined, in what way and why the hypothesis has been

formulated, what data has been collected and what particular

method has been adopted and a host of similar other question are
usually answered when we talk of research methodology
concerning a research problem or study.

RESEARCH DESIGN
Research design is an important and the vital part of the research.
Research design is a comprehensive master plan specifying the
procedure for collecting and analysis the needed information.
Research design provides an excellent framework for the research
plan action. The function of the research design is to ensure that
the required data is in accordance research design is a blue print
for the research study , which guides research in collecting and
analysis is the data.
In this project I have used 2 types of research design:-

a EXPLORATORY RESEARCH DESIGN

Exploratory research design helps the research in getting the
insight information from the research problem. Generally all the
marketing research projects innuendos exploratory research that
helps the researcher in providing the sharp focus of the problem
under research. Exploratory research lays emphasis on the
discovering of ideas and possible inside to get the information
needed to carry out the research has used the exploratory form to
research design in the project under study.

b CONCLUSIVE RESEARCH DESIGN

Conclusive research design is the design, which helps the
researcher in studying the research problem in the conclusive
form; this helps the researcher in choosing the possible cause of
action from various alternatives to make a rational design. Hence
this type of research is being used in the research project.

DATA COLLECTION METHOD

The success of any project or market survey depends heavily on
the data collection and analysis. It is necessary that the data
collected is a reliable data in order to achieve the research
objective. All data source can be classified into two data: PRIMARY DATA
SECONDARY DATA

PRIMARY DATA
Primary data is the data which are fresh and collected for the first
time and are original in character. Its consist of the actual
information. There are various primary data collection techniques
which have helped in data gathering.
Primary data are those which are collected afresh(again but in a
new or different
way) and for the first time and thus happen to
be original in character and known as Primary data.
Primary Data is based on primary source of information.
The investigator gets it in original or raw form i.e. it is not been
processed earlier- coded, tabulated, classified and summarized in
some form for use by someone for some purpose.

Methods for collecting primary data:

There are several methods of collecting primary data:
Direct Personal Observation
Interview
Questionnaire
Schedules

a Observation
Observation involves recording the behavioral patterns of people
by investigators own direct observation without asking from the
respondent.
For example, in a study relating to human behavior, the
investigator instead of asking the brand of the wrist watch used
by the respondent, may himself look at the watch.

b Interview
Interviewing is a technique that is primarily used to gain an
understanding of the underlying reason and motivation for
peoples attitudes, preferences or behavior. Interviews can be
personal as well as telephonic interview.

c Questionnaire
A questionnaire is a document that contains a set of questions
printed or typed in a proper sequence.

Questionnaires are a popular means of collecting data, but are

difficult to design and often require many rewrites before an
acceptable questionnaire is produced.

d Schedule method
A Schedule is a Performa containing a set of questions which are
asked and filled in by an interviewer in a face-to-face situation
with another person.
In certain situations, schedules may be handed over to the
respondents and the enumerators may help them in recording
their answers.

Data

collection

instrument/

method

of

data

collection:
The

method

used

questionnaire.

in

the

project

for

data

collection

is

Meaning of questionnaire:
A questionnaire consists of a set of questions presented to
respondents. Because of its flexibility, the questionnaire is by far
the most common instrument used to collect primary data.
Questionnaires need to be carefully developed, tested, and
debugged before they are administered on a large scale. In
preparing a questionnaire, the researcher carefully chooses the
questions and their form, wording, and sequence. The form of the
question can influence the response. Marketing researchers
distinguish between closed-end and open-end questions. Closedend questions specify all the possible answers and provide
answers that are easier to interpret and tabulate. Open-end
questions allow respondents to answer in their own words and
often reveal more about how people think. They are especially
useful in exploratory research, where the researcher is looking for
insight into how people think rather than measuring how many
people think a certain way.

Sample size:
I have taken the sample size of 70 individuals for the research.
Out of which were males and females.
For my research I have used primary method for data collection.

Technique of sampling:
There are 2 types of sampling techniques:
Non- probability sampling technique
Probability sampling technique

 Non-probability sampling technique

Under non-random sampling each and every unit of population do
not have an equal chance of being selected in the sample. In this
method, the selection of sampling units depends entirely on the
personal judgment of the investigator.

Probability sampling technique

When each and every unit of the population has an equal and
independent chance (probability) of being selected in the
sample, it is called random sampling. Equal chance means that
probability of each unit to be selected in the sample will be
same. Independent chance means that the selection of one unit
is not dependent upon the selection of another unit.

The

technique

used

for

the

research

is

non-probability

sampling technique.

Sampling area:
I have done my project and filled questionnaire in Model Town
area.

Data analysis:
The data analysis is done with the help of tabulation, charts, &
graphs.

Sampling area:model town and invertis students.

Sampling size:75 respondents
Type of data: Primary data
Data collection instrument:Questionnaire

Sample Unit:Youth
Sample Type:Random Sampling

INDUSTRY PROFILE
PROFILE
The Indian telecommunications industry is one of the fastest
growing in the world. According to the Telecomatory Authority of
India (TRAI), the number of telecom Subscribers in the country
reached 621.28 million as on March 31, 2010, an increase of
3.38% from 600.98 million in February 2010. With this the overall
teledensity 3.39 (Telephones per 100 people) has touched 52.74.
The wireless subscriber base has increased to 584.32 million at
the end of March 2010 from 564.02 million in February 2010,
registering a growth of 3.6 per cent.

a Value-Added Services (VAS) Market

Mobile value added services include text or SMS, menu-based
services, downloading of music or ring tones, mobile TV, videos
and sophisticated m-commerce applications. According to the
Economic Survey 2009-10, prior to 2008 a majority of VAS
revenue was attributed to SMS. But with greater penetration of
new services, availability of relatively inexpensive, feature-rich
handsets and consumer education, value-added services other

than SMS are gaining importance. It is expected that over the

next few years non-SMS services will become a dominant
contributor to VAS revenue.
b Major Investments
The booming domestic telecom market has been attracting huge
amounts of investment which is likely to accelerate with the entry
of new players and launch of new services. According to the
Department of Industrial Policy and Promotion (DIPP), the
telecommunications sector which includes radio paging, mobile
services and basic telephone services attracted foreign direct
investment (FDI) worth US$ 2,495 million during April to February
2010. The cumulative flow of FDI in the sector during April 2000
and February 2010 is US$ 8,872 million.
Norway-based telecom operator Telenor has bought a further
7 per cent in Unitech Wireless for a little over US$ 431.3
million. Telenor now has 67.25 per cent hold of the company.
Telenor has now completed its four-stage stake buy and has
invested a total of US$ 1.32 billion in Unitech Wireless as
agreed on with the latter last year

 The government has approved the foreign direct investment

(FDI) proposal of the Federal Agency for State Property
Management of the Russian Federation to buy 20 per cent
stake in telecom service provider Sistema-Shyam for US$
660.1 million
c Going Global
In March 2010, Bharti Airtel bought the African operations of
Kuwait-based Zain Telecom for US$ 10.7 billion, driving the Indian
player into the league of top ten telecom players globally. The
Reserve Bank has liberalised the investment norms for Indian
telecom companies by allowing them to invest in international
submarine cable consortia through the automatic route. In April
2010, RBI issued a notification stating "As a measure of further
liberalisation,

it

has

now

been

decided...

to

allow

Indian

companies to participate in a consortium with other international

operators to construct and maintain submarine cable systems on
co-ownership basis under the automatic route." The notification
further added, "Accordingly, banks may allow remittances by
Indian companies for overseas direct investment."
3G Services

The Department of Telecom has taken the pioneering decision of

launching of 3G services by BSNL and MTNL and initiation of
process for auction of spectrum for 3G services to private
operators. Allocation of spectrum for third-generation (3G), and
broadband wireless access (BWA) services was done through a
controlled simultaneous, ascending e-auction process. All the 71
blocks that were put up for auction across the 22 service areas in
the country were sold, leaving no unsold lots. Auction for 3G
spectrum ended on May 19, 2010 after 183 rounds of intense
bidding over a span of 34 days. The Government is expected to
morph revenue worth US$ 14.6 billion. All the available slots
across 22 circles have been sold to seven different operators. A
pan-India bid for third generation spectrum stood at US$ 3.6
billion. The Anil Ambani-led Reliance Communication bagged the
highest number of 13 circles at a cost of US$ 1.9 billion, followed
by Bharti Airtel in 12, Idea in 11 and Vodafone and the Tatas in
nine

circles

each,

according

to

the

Department

of

Telecommunications. MTNL and BSNL will have to pay US$ 1.42

billion and US$ 2.2 billion respectively.

d Manufacturing

The Indian telecom industry manufactures a vast range of

telecom equipment using state-of-the-art technology. According to
the Economic Survey 2009-10, the production of telecom
equipment in value terms has increased from US$ 9 billion in
2007-08 to US$ 10.53 billion in 2008-09 and is expected to be
US$ 12.4 billion in 2009-10. Exports have increased from US$
86.74 million in 2002-03 to US$ 23.7 billion in 2008-09,
accounting for 21 per cent of the equipment produced in the
country.

Telecommunication equipment major Nokia Siemens is planning

to source components worth US$ 28.5 billion from India in 201011. In 2009, the company sourced components worth US$ 20
billion from India. According to a report by technology researcher
Gartner Inc., India ranks fourth in manufacturing telecom
equipment in the Asia-Pacific (Apac) region. The country has a 5.7
per cent share of the regions total telecom equipment production
revenue of US$ 180 billion in 2009.
"We expect India to move up to the third spot (after China and
South Korea) with a share of 8.5 per cent of the total (estimated)
Apac telecom equipment production revenue of US$ 277 billion by
2014,"

Gartner

said.

The

firm

estimates

Indias

telecom

equipment production revenue to grow at a CAGR of 17.1 per cent

to reach US$ 22.6 billion in fiscal 2014. India will be the fastest
growing telecom equipment production market in the Apac region
over the next five years, it predicts.

a Rural Telephony
According to the Economic Survey 2009-10, rural tele-density has
increased from 1.2 per cent in March 2002 to 15.1 per cent in
March 2009 and further to 21.2 per cent at the end of December
2009. Rural telephone connections have gone up from 12.3
million in March 2004 to 123.5 million in March 2009 and further
to 174.6 million in December 2009. The share of private sector
players in the total telephone connections has steadily increased
from around 14 per cent in 2005 to 31 per cent as on December

COMPANY WISE % MARKET SHARE- JUN 2015

S.No. Name of Company

Total Sub Figure

%Market

Bharti Airtel

136,620,401

Share
29.92%

Vodafone Essar

109,060,704

23.89%

IDEA

68,886,539

15.09%

BSNL

66,887,839

14.65%

Aircel

41,679,575

9.13%

Reliance Telecom

16,311,206

3.57%

Uninor

6,023,655

1.32%

MTNL

4,902,380

1.07%

Loop Mobile

2,926,797

0.64%

10

Videocon

1,942,364

0.43%

11

Stel

1,326,506

0.29%

12

All India

456,586,162

100.00%

ARPU- CIRCLE WISE

( OCT-DEC 14 & JAN-MAR 15)

S.N

CIRCLE

OCT-DEC 14

JAN-MAR 15

CHANGE

o.
1

Delhi

239.44

230.78

OVER
-3.16%

2
3
4
5

Mumbai
Kolkata
Chennai
Maharasht

226.52
144.41
128.64
170.79

226.05
142.26
137.12
168.61

-0.21%
-1.49%
6.59%
-1.28%

6
7
8
9
10
11
12
13
14
15
16
17

ra
Gujarat
AP
Karnataka
TN
Kerala
Punjab
Haryana
UP(W)
UP(E)
Rajasthan
MP
West

159.10
173.26
184.94
146.73
162.04
195.07
135.80
141.70
146.32
133.22
128.54
106.70

148.82
162.00
168.58
138.23
155.06
179.17
121.07
129.25
136.18
127.32
130.70
109.53

-6.47%
-6.5%
-8.85%
-5.79%
-4.31%
-8.15%
-10.89%
-8.78%
-6.93%
-4.43%
1.68%
2.65%

Bengal
HP
Orissa
Bihar
Assam
North East
J&K
All India

135.37
122.83
117.24
150.09
162.09
118.85
135.60

127.25
118.37
120.41
149.59
160.27
134.04
150.23

-6.00%
-3.63%
2.71%
-0.33%
-1.13%
12.79%
-3.45%

18
19
20
21
22
23

ABOUT THE GROUP

BHARTI ENTERPRISES
Bharti Enterprises is one of the top five companies in India, and is
the controlling shareholder of Bharti Airtel Ltd which is the market
leader in telecom industry of India
Since its inception, Bharti has expanded the its business portfolio
quite successfully to be counted among premium business
conglomerates in the country. It has grown from being a provider
of telecom services to become a diversified entity with interest in
retail and wholesale , communication and media services,
insurance

and

financial

services

agri-business

realty,

BPO/Software and the Bharti Foundation.

Bharti Enterprises has successfully focused its strategy on telecom while
straddling diverse fields of business. From the creation of 'Airtel', one of India's
finest brands, to becoming the largest manufacturer and exporter of world class
telecom terminals under its 'Beetel' brand, Bharti has created a significant position
for itself in the global telecommunications sector. Bharti Airtel Limited is today
acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has
over 40 million customers across the length and breadth of India.

While a joint venture with TeleTech Inc., USA marked Bhartis successful
foray into the Customer Management Services business, Bharti Enterprises
dynamic diversification has continued with the company venturing into telecom
software development. Recently, Bharti has successfully launched an international
venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export
fresh Agri products exclusively to markets in Europe and USA. Bharti also has a
joint venture - Bharti AXA Life Insurance Company Ltd. - with AXA, world
leader in financial protection and wealth management. Bharti has recently forayed
into retail business under a company called Bharti Retail Pvt. Ltd. It also has an
Moue with Wal-Mart for the cash & carry business.

ORGANISATIONAL STRUCTURE OF BHARTI

ENTERPRISES

Since its inception, Bharti has expanded its business portfolio

quite successfully to be counted among premium business
conglomerates in the country. It has grown from being a provider
of telecom services to become a diversified entity with interest in
retail and wholesale , communication and media services,
insurance

and

financial

services

agri-business

realty,

BPO/Software and the Bharti Foundation.

To

drive

such

diversified

entity

efficiently,

Bharti

Enterprises has announced top level strategic changes in its

organizational structure. Roles and responsibilities have been
transformed to align them to the organizational objectives.
Under the new structure, Bharti Enterprises will be the
strategic

architect

for

all

businesses-

Telecom,

Retail

and

wholesale, Communication & media devices, Insurance and

Financial services, Agri business, Realty, Software/BPO & Bharti
Foundation. Sunil
Bharti Mittal will continue to lead the entity as the Chairman and
Group CEO. He will be assisted by four Group Lead Directors

Rakesh Bharti Mittal, Akhil Gupta, Rajan Bharti Mittal and Badri
Agarwal.

The Group Lead Directors have been assigned specific

businesses and will be the member of Board of the respective
companies. They will review business performance and advice on
government issues, maintain relationships with joint venture
partners and provide all necessary assistance from the group
level. In addition there will be nine Group/Corporates Directors
who will take ownership of key functions across the different
businesses. The Group/Corporates Directors will be providing
functional vision, strategic direction and support to group
companies, leveraging synergies and best practices. The new
structure aims to strengthen empowerment and accountability
among Bhartis top leadership.
To reinforce its best-in-class governance model Bharti has also
institutionalized three group-level governing bodies1 Bharti Management Board
2 Group Finance and Audit Council
3 Bharti Management Council

Governing Body
Bharti

Responsibility
Key Focus Area
Strategic decisions on
Strategic

Management

matters relating to all of

decision/inorganic

Board (BMB)

Bharti

and organic growth

businesses

Enterprises

Top level leadership

Corporate
governance
Shareholding
structure
Financial

overview

of each business

Group

Finance Responsibility

and Audit Council guidance

(GFAC)

on

for
financial

Developing

Bharti

Enterprise-wide

and audit matters and

policies on finance

financial

governance

and audit matters

framework

relating

to

all businesses

Guiding

Bharti

Enterprises
companies

on

policy
implementation
Ensuring

robust

financial
governance
framework
Relationship

with

statutory

and

internal auditors
Bharti

Responsible

Management

providing direction and

Council

guidance

(BMB)

issues,

including Brand etc.)

business

strategy,

on

for

business

annual operating plans

Business strategy
Policy
issues(HR,Finance,

Organization
structure

and

key

talent

management.
specific

issues

The
to

be

addressed at a meeting
of the body will depend
on the agenda.

Regulatory issues
Review mechanism
Leadership

and

talent assessment
Approval of AOP
Issues

raised

BMC

to

escalated

at
be

at

the

BMB

A BRIEF INTRODUCTION OF COMPANIES IN BHARTI

ENTERPRISES
a Bharti Airtel Ltd
Bharti Airtel
telecommunications

Ltd

is

services.

India's
The

leading
company

provider
has

of

distinct

Business divisions - Mobile & telephone services, broadband

services, long distance services and enterprise services.

b Bharti TeleTech Ltd

Bharti Tele. Tech. Ltd manufactures and exports world-class

telecom equipment under the brand 'Beetel' .It combines the best
business process outsourcing and telecom capabilities with Indias
distinct value propositions as the worlds preferred outsourcing
destination.

c Telecom Seychelles Ltd

Telecom

Seychelles

Ltd

provides

telecom

services

in

Seychelles, under the brand 'Airtel' The company is licensed to

offer comprehensive telecom services including GSM cellular,
PSTN

(Fixed

lines),

Fax

and

data,

International

Roaming,

Connectivity to Internet services, and International collect and

credit card calling.

d Bharti Tele soft Ltd

Bharti Telesoft Ltd delivers best-in-class, revenue-critical VAS
products and services to telecom carriers. By adopting best
practices,

Bharti

Telesoft

is

able

to

create

and

structure

functionally rich, end to end value added products and services

offerings that the market demands and appreciates. Its products
include intelligent messaging; Roam Vantage, Next Generation

Pre-paid, and Advanced call management, Customer Care, Billing

and Content.

e TeleTech Services (India) Ltd

Tele Tech Services (India) Ltd is joint venture with TeleTech
Inc., USA. It offers a range of Customer Management Services.

f Field Fresh Foods Pvt. Ltd.

Field

Fresh

Foods

Pvt

Ltd

is

Bharti's

venture

with

EL Rothschild Group owned ELRO Holdings India Ltd., to export

fresh Agri products exclusively to markets in Europe and USA.
Field Fresh also partners with one of Indias leading agriculture
university, the PAU at Ludhiyana, to share existing manpower
resources, employ PAU graduates, and conduct training and
development programmes

ORGANISATIONAL HIERARCHY
CHAIRMAN & GROUP CEO

Bharti
Management

Bharti
Management

Group Finance &

Audit Council

Group DirectorHR
Group Director
Brand &Corporate

Group Lead Directors

MD

VC

Directo
r

MD

Telecom

Comm.
Insuranc
Retail
&
e&
project
ABOUT THE
COMPANY
Media
Finance
s
Device
system
BHARTI sAIRTELBPO

Corp Director
Finance (Emerging
Corp Director
Finance (Telecom
& Retail)
Group Director
Finance (Internal
Assurance)

Telecom giant Bharti Airtel is the flagship

company
of Bharti Enterprises.
Group
Director
Strategy &
Bharti Airtel Limited is Indias largest
integrated
private telecom service provider.
Corp
Business
Corp
Director
It is the first
Technology

Director

private telecom provider

to connect India in its entirety with the
s
Group Director
Projects
world's best technology. Bharti Airtel since its inception
Counselhas
& been at the forefront
Company
of technology and has steered the course of the telecom sector in the country with
its world class products and services.

It has been at the forefront of the telecom revolution and

has transformed the telecom sector with its world-class services
built on leading edge technologies.
Bharti Airtel offers GSM mobile services in all the 23-telecom circles of
India and was the first private telecom service provider to connect all states of
India .It has broadband (DSL) & telephone services (fixed line) present in the 92
cities across India .

BUSINESS DIVISIONS
a MOBILE SERVICES
Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and
is the largest mobile service provider in the country, based on the number of
customers.

b AIRTEL TELEMEDIA SERVICES

The group offers high speed broadband internet with a best in class network. With
Landline services in 94 cities we help you stay in touch with your friends & family
and the world. Get world class entertainment with Indias best direct to home
(DTH) service digital TV in more than 150 cities.

c ENTERPRISE SERVICES
Enterprise Services provides a broad portfolio of services to large Enterprise and
carrier customers. His division comprises of the Carrier and corporate business
unit. Enterprise services is regarded as the trusted communications partner to
Indias leading organizations, helping them to meet the challenges of growth.

Enterprise Services (Corporate) - The Enterprise services provide

end-to-end telecom solutions to corporate customers and national &
international long distance services to carriers.

The group focuses on delivering telecommunications services as an

integrated offering including mobile, broadband & telephone, national and
international long distance and data connectivity services to corporate, small and
medium scale enterprises.
Enterprise Services (Carrier Services) - The Company compliments its
mobile and broadband & telephone services with national and international
long distance services. It has over 35,016 route kilometers of optic fiber on
its national long distance network. For international connectivity to east, it
has a submarine cable landing station at. For international connectivity to the
west, the Company is a member of the South East Asia-Middle East-Western
Europe 4 (SEA-ME-WE-4) consortiums along with 15 other global
telecom operators.
The group focuses on delivering telecommunications services as an integrated
offering including mobile, broadband & telephone, national and international long
distance and data connectivity services to India's leading 1300 corporate.
DIGITAL TV SERVICES
Discover the magical experience of digital entertainment with Airtel. From DVD
quality picture and sound, the best and widest variety of channels and programs to
the best on-demand content on Airtel Live, your TV viewing experience change
forever with digital TV from Airtel.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE).
It is a leading national long distance service provider. For international
connectivity to east, it has a submarine cable landing station at Chennai. For
international connectivity to the west, the Company is a member of the South East
Asia-Middle East-Western Europe consortium along with 15 other global telecom
operators. Bharti Airtel partners with world's finest companies like Vodafone,
Singlet (Singapore Telecom), Ericsson, Nokia, IBM and many more to bring the
best of products & service to the customers. Bharti Airtel has been rated among 10
best performing companies in the world in the Business Week IT 100 list.

PARTNERS
Strategic Equity Partners- Airtel have a strategic alliance with
Singtel, which has enabled Airtel to further enhance and expand
its telecommunications networks in India to provide quality
service to its customers. The investment made by Singtel in
Bahrti is one of their largest made in India the world outside
Singapore.
Equipment and Technology Partners- Airtel unique outsourcing
business model has helped forging long term strategic
partnerships with global leaders, who share the same drive for cocreating innovative solutions suitable for Indian market, in all key
areas of Airtel equipment and technology buying.
IBM is Airtels strategic partner for all business and enterprise IT
systems. Airtel contract with IBM caters to technology evolution,
scale, tariff changes and subscriber growth. There are more than

90 hardware, software and service providers serving Airtel

through IBM.
On the GSM/Wireless equipment side Airtel have partnered with
Ericsson, Nokia
Siemens for 2G/3G/4G network in India & Airtel have also
partnered with Hyawei for the Supply of 3G & 4G network in
SriLanka.
Alcatel Lucent is Airtels partner for Managed Services of Wireline
Access network through a JV company. They are also responsible
for the deployment of fibre/Copper and provisioning. However
Airtel is free to choose the electronic equipment , switches and
Routers from any other component suppliers and they do
purchase equipment from world leaders like Cisco, Juniper, ECI,
Tellabs and other in addition to the strategic partners.
IBM Daksh,Mphasis, Firstsource, Teleperformance, Aegis and HTMT
are associated with Airtel as call centre partners to provide
excellent customer experience through dedicated contact centre
operations. Airtel work with globally renowned organizations such
as On Mobile, Comviva, Yahoo, Google and Cellebrum among
uthers to provide experience in VAS like CRBT(caller ring back

tone), Music on demand, Email services and other Airtel live

applications.

Innovations:
It is changing the way India communicates by offering innovations that not only
add value to people's lives but also deliver an unmatched customer experience.
It was the first to:
Provide electronic recharge for mobile phones.
Initiate music retailing in the world with Easy Music and
the first to offer a Lifetime Prepaid service.
Provide innovations such as Bollywood movie premiers,
music services such as ring back tones & many more.
Overall Customer base at 130.7 million.
Highest ever-net addition of 34.0 million of total customers in
a year.

FACT SHEET
Name

Bharti Airtel Limited.

Business

Provides mobile, broadband & telephone (fixed line)

Description

and enterprise services (carriers & services to

corporates)
Established
Proportionat

July 07, 1995, as a Public Limited Company

Rs. 396,159 million (year ended March 31, 2010)
Rs. 396,615 million (year ended March 31, 2009)

e Revenue
As per Indian GAAP Accounts
Proportionat

Rs. 160,268 million (year ended March 31, 2010)

Rs. 151,678 million (year ended March 31, 2009)

e EBITDA
As per Indian GAAP Accounts
Shares

in
3,797,530,096 as of March 31, 2010

Issue
Listings

The Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited (NSE)

Customer

127,619,314 GSM mobile and 3,066,858 broadband

& telephone (fixed line) customers (Status as at

Base
month ended march 31, 2010)

Provides GSM mobile services in all the 23 telecom

Operational

circles in India, and was the first private operator to

have an all India presence.

Network
Provides broadband (DSL) and telephone services
(fixed line) in 94 cities in India.
Registered

Bharti Airtel Limited

(A Bharti Enterprise)
Qutab Ambience (at QutabMinar), Mehrauli Road,
Office

New Delhi - 110 030

Tel. No.: +91 11 4166 6000
Fax No.: +91 11 4166 6011/12

KEY HIGHLIGHTS For the full year ended March

31, 2015
Overall Customer base at 130.7 million.
Highest ever-net addition of 34.0 million of total customers in a
year.
Market leader with a market share of all India wireless
subscribers at 21.8% (24.0% last year)
Total Revenues of Rs. 396.2 billion (up 7% Y-o-Y).
EBITDA before acquisition cost Rs. 161.2 billion (up 6% Y-o-Y).
EBITDA after acquisition cost Rs. 160.3 billion (up 6% Y-o-Y).
Cash profit from operations of Rs. 166.1 billion (up 19% Y-o-Y).
Net Profit of Rs. 91.0 billion (up 7% Y-o-Y).

KEY HIGHLIGHTS - For the quarter ended March 31,

2015
Net addition of 8.8 million customers.
Total Revenues of Rs. 100.6 billion (up 2% Y-o-Y).
EBITDA before acquisition cost Rs. 39.2 billion (down 2% Y-o-Y).
EBITDA after acquisition cost Rs. 38.2 billion (down 4% Y-o-Y).
Cash profit from operations of Rs. 40.1 billion (up 6% Y-o-Y).
Net Profit of Rs. 20.6 billion (down 8% Y-o-Y).

BHARTI VALUES
Innovation
Airtel

will

generate

and

implement

entrepreneurial

and

innovative ideas , which will continuously create new growth

engines.

Customer First
Airtel is committed to deliver services beyond the expectations of
the customer.

Performance Culture
The company benchmarks its processes and performances
against

world

class

standards.

It

distinguishes

between

performers and non performers by valuing achievement at the

individual and team level.

Valuing Partnership
Bharti is committed to build exemplary relationship with its
partners, which stand on the principles of mutual trust and mutual
growth.

Valuing People
Airtel nurtures an environment where people are respected and
their uniqueness is valued. They believe that their employees are
the key differentiators.

Responsible Corporate Citizenship

Bharti is committed to make a positive and pre active
contribution to the society. As a responsible corporate citizen, it
abides

by

all

the

environmental

and

legal

norms.

Ethical Practices
The highest ethical standards are maintained in all internal and
external relationships. Misuse or misinterpretation of any kind is
not entertained

SWOT ANALYSIS
a) STRENGTHS

Strong connectivity

New innovative methods of distribution such as distribution

network-tie up with Mumbai dhabawalas for its better market
penetration in Mumbai
Brand promotion-Top celebrities such as Shah Rukh Khan and
vidhyabalan for the advertising of Airtel.

Smart Customer Care

Major market share in India

Easy accessibility for customer
Affordable and cheap call rates -Airtel is the first to offer
lowest call rates-15 paisa per minutes under its Freedom Six
Months Plan in Post-paid connections.
Highly skilled and motivated workforce.
b) WEAKNESS
Postpaid availability in major towns only.

 Mobile office-unavailability of GPRS card and slow speed of

Internet.
Broad band is only in major cities.

Tedious documentation Process & frequent call barring.

Low number of walk-in centers.

c) OPPORTUNITIES
Penetration of Post-paid in up country market i.e. Pilakhuwa,
Babugarh, Hapur etc.
More cell sites to be rolled out at Black network zones.
Site sharing with other service providers which leads to cost
reduction.
Churn control of existing customers by giving them good
customers services, by resolving their problems on time.
Launch of Infra Tel to reduce cash flows to secondary entities
such as Erickson, IBM and Motorola.
Introduction of broad band and telephony services in other
towns of UP(W).
Introduction of post-paid plans with low rentals.
d) THREATS

 Introduction of other competitor in market and existing

competitors such as Hutch- Vodafone, Idea, Spice, Reliance,
Idea, BSNL and Maxis.
Lack of securities

at Cell sites at MSE(Main Switching

Centre)/BSE (Base Service Centre)

Employee attrition in Delhi market

Executive

Summary:

In the global world economy there has been an aggressive

business environment, its becoming very difficult for organisation
survival particularly to have a competitive edge over the others.
Nowadays costumer has many options to choose from different
telecom operators from the competitive market. Practically the
Question has arisen how does a corporation distinguish itself in a
highly competitive market? Business is more dependent on each
other, than ever before in order of performing products to
innovate

and

provide

services

that

can

differentiate

from

competitors.
Bharti Airtel is Indias one of the leading telecom firm. It operates
from India and it has its headquarter in New Delhi, India. Bharti
Airtel provides services like mobile, wire-line, broadband, landline
and television services. Bharti Airtel is famous for presence in
world, extensive network coverage, good service and Brand
Image.
The Project was carried out for Bharti Airtel ltd Head/Corporate
office Udyogvihar Phase 4, Gurgaon. This one is centre of all
leading activities in Airtel like Mobility, B2B, Digital, Global
business etc and also a centre all marketing and sale of Airtel
products and services in all around India and global as well. The
Summer Internship was carried out for 45 days in a systematic
manner.
The Project was based on study of process of Inside sales and how
the work done in Inside Sales. The study was conducted in the
Airtel Inside sales client partner named as Isource in Noida Sector
127 and in Airtel office Gurgaon. I have to analyze the work there

and

use

of

techniques

like

Observation,

Discussion

etc.

After the study it has observed that there is very tough

competition between the companies as the entire top notch
companies like IBM, Accenture, SAP, Oracle, Google etc. all are
working hard. The telecom companies are selling their products
and services through Inside sales team. At the same time we are
getting information about the needs for any further improvement
in marketing and sales of Airtel products and services that can
benefit

the

company

as

whole.

Finally the result of the research verify that keeping the

employees satisfaction in the sales team is the best strategy in
enhancing the business will help in generating the more leads and
takes the organisation to new horizon.

DATA ANALYSIS & INTERPRETATION

Q1.

NET
WOR
K
USE
R?
AIRTE
L
VOD
AFON
E
IDEA
TELE
NOR

47
23
4
1

Chart Title
AIRTEL

1%
5%

VODAFONE
IDEA

31%
63%

TELENOR

Through this research we found that 73 % of people prefer AIRTEL

,31% -VODAFONE,5 %-IDEA and 1% TELENOR.

Q2.

AIRTEL CONNECTION
SINCE YEARS?
< 1 YEARS
1-2 YEARS
2-4 YEARS
4-5 YEARS
5 > YEARS

33
28
6
5
3

Chart Title
< 1 YEARS
1-2 YEARS

4%
7%
8%

2-4 YEARS

44%

4-5 YEARS
5 > YEARS

37%

According to this research, higher percentage of users using airtel

less than 1 year is 44% ,1-2 years =37.33%,2-4 years=8%, 4-5
years=6.66% and more than 5 years =4%

Q 3. (a)
NETWORK COVERAGE AIRTEL ?

Very much unsatisfied

Unsatisfied

6
3

neither unsatisfied nor satisfied

Satisfied
very much satisfied

11
40
15

Chart Title
1

20%

8%
4%
15%

2
3
4
5

53%

According to this research, higher percentage of users are

SATISFIED with AIRTEL -53.33% very much satisfied-20%,neutral14.66%,unsatisfied-4% and very much unsatisfied-8%

(b)
NETWORK CONNECTIVITY OF
AIRTEL

very much satisfied

Very much unsatisfied
Unsatisfied
neither unsatisfied nor

12
0
5
11

satisfied
Satisfied

47

Chart Title

16% 7%

15%

2
3
4
5

63%

According to this research, higher percentage of users are

satisfied 62.66%
very much satisfied-14.66%
Very much unsatisfied-0%
Unsatisfied-6.66%
neither unsatisfied nor satisfied16%

(c)

DELIVERY OF SMS SENT BY

YOU
Very much unsatisfied
Unsatisfied
neither unsatisfied nor satisfied
Satisfied
very much satisfied

Chart Title
1

1%
5%
8%

2
3

12%

4
5

73%

According to this research,

higher percentage of users are
not satisfied with the SMS
networks of Airtel

(d)

55
9
6
4
1

COMPLAINT?
Very much unsatisfied

Unsatisfied

neither unsatisfied nor satisfied

11

Satisfied

37

very much satisfied

21

Chart Title
1

8%
28%

15%

2
3
4
5

49%

Complaints are very satisfied with the complaints redressal

system of Airtel.

(e)

PERFORMANCE OF VAS
Very much unsatisfied
unsatisfied
neither unsatisfied nor
satisfied
satisfied
very much satisfied

6
3
11
40
15

Chart Title

20%

8%
4%
15%

1
2
3
4
5

53%

A major part of the population is satisfied with the VAS

services.

(f)

PROMPTNESS IN THE
ACTIVATION OF A SERVICE
Very much unsatisfied

unsatisfied
neither unsatisfied nor satisfied
satisfied
very much satisfied

3
11
40
15

Chart Title

20%

8%
4%
15%

1
2
3
4
5

53%

53% of the population is satisfied with the promptness in activation of

services.

(g)
CUSTOMER CARE
Very much unsatisfied
Unsatisfied
neither unsatisfied nor satisfied
Satisfied
very much satisfied

4
9
14
32
16

Chart Title

21%

5%

12%

2
3

19%

4
5

43%

Major portion of the population is satisfied

with the customer care of Airtel

(h)
RESPOND TIME TO THE
CUSTOMER FOR ASSISTANCE
Very much unsatisfied
Unsatisfied
neither unsatisfied nor satisfied
Satisfied
very much satisfied

6
3
11
40
15

Chart Title

20%

8%
4%
15%

1
2
3
4
5

53%

40 pout of 70 are satisfied with the

assistance given to customers.

(i)
CUSTOMER SERVICE
REPRESENTATIVES
INTERACTION
Very much unsatisfied
unsatisfied
neither unsatisfied nor satisfied
satisfied
very much satisfied

Chart Title
1

5%
16%

35%

2
3
4

15%

29%

22 out of 70 are satisfied with the customer

service representatives of Airtel.

4
12
11
22
26

(j)
BILL DELIVERY
Very much unsatisfied
Unsatisfied
neither unsatisfied nor
satisfied
Satisfied
very much satisfied

6
3
11
40
15

Chart Title

20%

8%
4%
15%

1
2
3
4
5

53%

A large part of the

population is satisfied with
the bill delivery
mechanism of Airtel and
finds it convenient to pay
the bills.

(k)
BILL PAYMENT
EXPERIENCE
Very much unsatisfied
Unsatisfied
neither unsatisfied nor
satisfied
Satisfied
very much satisfied

3
4
7
55
6

Chart Title

8%4%5%
9%

1
2
3
4
5

73%

55 out of 70 have satisfactory experience with Airtel.

Q.4 (a)
THE BRAND AIRTEL PROVIDE
GOOD VALUE FOR MONEY
STRONGLY DISAGREE
DISAGREE
UNCERTAIN
AGREE
STRONGLY AGREE

0
0
2
62
11

Chart Title

15% 3%

1
2
3
4
5

83%

62 out of 70 agrees that Airtel

provides good value for money.

(b)
IN COMPARISON WITH OTHER
BRANDS
STRONGLY DISAGREE
DISAGREE
UNCERTAIN
AGREE
STRONGLY AGREE

3
4
12
44
12

Chart Title
1

16% 4%5%

16%

3
4
5

59%

In comparison to other brands

Airtel is mostly preferred by the
consumers all around the area.

\\

(c)
THE BRAND AIRTEL IS
INNOVATIVE
STRONGLY DISAGREE
DISAGREE
UNCERTAIN
AGREE
STRONGLY AGREE

0
0
1
4
70

Chart Title

1%
5%

1
2
3
4
5

93%

70 people agrees that the brand is Innovative.

(d)
I AM SATISFIED THE
SERVICE OF AIRTEL
STRONGLY DISAGREE
DISAGREE
UNCERTAIN
AGREE
STRONGLY AGREE

2
8
9
41
15

Chart Title

20%

3%
11%
12%

1
2
3
4
5

55%

41 Out of 70 are satisfied with the services provided by the Airtel.

(e)
I WOULD BUY THE BRAND AIRTEL THE NEXT
TIME I TAKE A NEW CONNECTION
STRONGLY DISAGREE
DISAGREE
UNCERTAIN
AGREE
STRONGLY AGREE

2
1
1
69
2

Chart Title

3%
3%
1%
1%

1
2
3
4
5

92%

69 will use Airtel in place of other service providers.

(f)
I WOULD RECOMMEND
AIRTEL TO OTHERS
STRONGLY DISAGREE
DISAGREE
UNCERTAIN
AGREE
STRONGLY AGREE

7
9
32
22
5

Chart Title
1

7% 9%
12%
29%

2
3
4
5

43%

Many people recommended Airtel to others.

Q.5
FEEDBACK ABOUT AIRTEL?
_______________________________
GOOD SERVICE PROVIDER BUT ITS EXPENSIVE.
GOOD NETWORK STRENGTH.

FINDINGS
We found that 73 % of people prefer AIRTEL , 31%
-VODAFONE,5 %-IDEA and 1% TELENOR.
higher percentage of users using airtel less than 1
year is 44% ,1-2 years =37.33%,2-4 years=8%, 4-5
years=6.66% and more than 5 years =4%
higher percentage of users are SATISFIED with AIRTEL
-53.33% very much satisfied-20%,neutral14.66%,unsatisfied-4% and very much unsatisfied-8%.
higher percentage of users are satisfied 62.66%
very much satisfied-14.66%
Very much unsatisfied-0%
Unsatisfied-6.66%
neither unsatisfied nor
satisfied-16%
According to this research, higher percentage of
users are not satisfied with the SMS networks of
Airtel
Complaints are very satisfied with the complaints
redressal system of Airtel.
A major part of the population is satisfied with the
VAS services.
53% of the population is satisfied with the
promptness in activation of services.
Major portion of the population is satisfied with the
customer care of Airtel
40 pout of 70 are satisfied with the assistance given
to customers.
22 out of 70 are satisfied with the customer service
representatives of Airtel.
A large part of the population is satisfied with the bill
delivery mechanism of Airtel and finds it convenient
to pay the bills.
55 out of 70 have satisfactory experience with Airtel.
62 out of 70 agrees that Airtel provides good value
for money.

 In comparison to other brands Airtel is mostly

preferred by the consumers all around the area.
70 people agrees that the brand is Innovative.
41 Out of 70 are satisfied with the services provided
by the Airtel.
69 will use Airtel in place of other service providers.
Many people recommended Airtel to others.

SUGGESTIONS AND RECOMMENDATIONS

1. The prices of various services provided by Airtel are very high.
Make it affordable for consumers.
2. Bring more schemes
3. Take initiation in market.
4. Creativity in advertisement is the need of the hour.

CONCLUSION:
Airtel is the market leader in Ghaziabad city. There are a no.
of customers who have migrated from other connections
such

as

Reliance,

Hutch

and

BSNL.

In

case

of

Reliance(CDMA), the customer does not find variety of

handsets due to which, in course of time, the customer finds
it monotonous. Also the battery back up and battery life is
short in Reliance hand sets. Where as in case of Airtel
connection, customers can switch over to N number of hand
sets according to his choice.
In case of Vodafone the customers who have traveling jobs,
finds Vodafone network weak in rural areas. Also the
customers working in Godowns or basements find Hutch
connection unreachable and low connectivity oriented.
In case of BSNL, again the problem is network oriented and
there is lot of call congestion, therefore the customer prefers
Airtel network among other brands.
In selecting a pre-paid or post-paid connection, generally the
customer has insufficient knowledge about the plans and call
rates i.e. lack of awareness.

 A customer generally goes for pre-paid connection because

of the following reasons:
a). Customers assumes that the pre-paid connection does not
compels them to spend

beyond his expenditure limit and

hence controls his budget.

b). When the customers do not have a constant source of
income then he goes for pre-paid connections. e.g. Students.

SUGGESTION

REFERENCES & BIBLIOGRAPHY

www.coai.in
www.3isite.com
www.findarticles.com
www.nortel.com
www.economictimes.com
www.trai.gov.in
www.india-cellular.com
www.bhartiairtel.in
www.airtelworld.com
Donald S. Cooper & Pamela S.Schindler, Chapter 14
Donald S. Cooper & Pamela S.Schindler, Chapter
21,page 610-626
Bharti Today, Vol. 11,Issue 1,2007 page 4,5, 8,12,

Economic Times, page 9,17th Augest,2014

AIRTEL
QUESTIONNAIRE
NAME:
OCCUPATION:
AGE:
FAMILY MEMBERS:

WHICH NETWORK USER ARE YOU?

a

AIRTEL

VODAFONE

IDEA

TELENOR

I am using an Airtel Connection since

a

Less than 1 year

b) Last 1 2 years

Last 4 5 years

e) More than 5 years

c) Last 2 4 years

3 Please Rate (Encircle) on a Scale of 1 to 5 to tell us How Satisfied

are you about the following aspects of Airtel?

Where (1 = Very much Unsatisfied, 2 = Unsatisfied, 3 = neither

Unsatisfied nor Satisfied, 4 = Satisfied, 5 = Very much Satisfied)

The Network Coverage of Airtel

The Network Connectivity of Airtel (i.e. the

go)
Delivery of SMS Sent by you

Complaint / Problem Resolution by Airtel

Performance

Live/Alerts)
Promptness in the Activation of a Service

Accessibility of Call centre/Customer care

Response

for

Representatives

Interaction
Bill Delivery

Bill Payment Experience

call connects to the other party at the first

Assistance
Customer

of

time

to

VAS

the

Service

(GPRS/Airtel

Customer

4 Please Tick the Appropriate choice

Strongl

Disagre

Uncertai

Disagre
e
The Brand Airtel provides Good
Value for Money.
In comparison with other Brands,
The Brand Airtel is Innovative.

Agree

Strongl
y
Agree

(First with advances in service)

I am satisfied with the service of
Airtel.
I would buy the Brand Airtel the
next

time

take

new

Connection.
I would Recommend Airtel to
others.
FEEDBACK

ABOUT

AIRTEL______________________________________________________________________________
____________________________________