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Report on Customer Attitudes Towards

Tariff Policy Of Airtel Bangladesh Limited

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Submitted To:

K.A.M Rifat Hasan,

Lecturer, Department of Management

Bangladesh University Of Business & Technology, (BUBT)

Bangladesh University of Business & Technology (BUBT)

Submitted By: Palmistry

Group ID Intake
Members
Name
ABRINUL IMTIAZ (L) 10113101042 25th (Sec-1)
AL-MAMUN 10113101047 25th (Sec-2)
MD. MASUM BABUL 10112101098 25th (Sec-3)
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Letter of Transmittal

To

K.A.M Rifat Hasan,

Lecturer, Department of Management

Bangladesh University of Business & Technology,(BUBT)

Subject: Submission Of Report

Sir,

We are satisfied to inform you that, we are going to present a report on

Customer Attitudes Towards Tariff Policy Of Airtel Bangladesh
Limited. You assigned us this topic to prepare an assignment.

We have tried our best level to put highest effort for the preparation of this
report. Any shortcomings & fault may occur as our unintentional mistake in
this report. We will whole-heartedly welcome any suggestion for improving
this report. We hope you all see the flaws forgiveness mind.

Working on this report has given us the opportunities to gather theoretical &
practical knowledge about The Company. We strongly hope & believe that
you will be kind enough to accord your kind approval to this report.

Sincerely yours .

Abrinul Imtiaz

Al-Mamun
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Md. Masum Babul

Intake: 25th

Program: BBA

Acknowledgement
At the very beginning, we acknowledge the infinite blessing & profound
kindness of Almighty Allah the supreme authority of the universe.

While the start a new report on a company had been difficult the
preparation for making had been even harder. It certainly would not have
been possible without the help of somebody & we would like to acknowledge
our appreciation to all those who had helped during this process.

We deeply express our sincere thanks to Mr. Asif Ahmed, Head of HR

Operations and Tahmina Farzana, the Compensation Specialist, Mr. Nur
Mohammad, Chief Human Resource Officer. We wish to express our deep
sense of gratitude & sincere thanks to our course teacher K.A.M Rifat
Hasan for giving this opportunity to prepare this Report & also for his
guidance, sustained interest, constant encouragement and his confidence in
our ability to do our work And finally it was his scholarly lectures that
significantly contributed to the smooth completion of this assignment.

Lastly, we would like to express our special & cordial thanks to our friends &
well wishers for helping us in making this assignment for a grand success.
 Page | 5

Executive Summary

Bharti airtel started its telecom services business by launching mobile

services in Delhi of India in 1995. From then it has become one of the top
telecom companies in the world and it was also in the list of top five wireless
operators in the world recently by subscription base. In January 2010,
Bharti Airtel Limited, Asias leading integrated telecom services provider,
acquired 70% stake in Warid Telecom, Bangladesh. Since then the journey
of airtel in Bangladesh has started. But officially the activities with the
brand airtel started on 20th, December, 2010 in Bangladesh.

The title of the report is Customer Attitudes Towards Tariff Policy Of

Airtel Bangladesh Limited. Airtel Bangladesh Ltd. Provides Better
customer satisfaction through in their tariff policy.They influences
customers through their tariff policy and they offered them various services
under their packages. We Survey that, Airtel Bangladesh ltd. Very much
Focuses on Youth Sector as customer segment.

The report on Customer Attitudes Towards Tariff Policy Of Airtel

Bangladesh Limited, Was initiated as part of the Study Program, which is
a BBA Degree requirement of the Faculty of Business, Bangladesh
University of Business & Technology (BUBT). The report is being submitted
to K.A.M Rifat Hasan Sir, Faculty of Business (BUBT), and Lecturer Dept. of
Management. Since the BBA program is an integrated, practical and
theoretical method of learning, the students of this program are required to
have practical exposure in any kind of business organization as last term of
this Program.
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TABLE OF CONTENT

Serial Particular Page No.

No.
1.0 Introduction 07-10
1.1 Statement of the research problem 08
1.2 Scope of the study 08
1.3 Objectives of the study 08-09
1.4 Methodology of the study 09-10
1.5 Limitations of the study 10
2.0 Discussion 11- 22
2.1 Company info 12
2.2 Airtel At a glance 12
2.3 Customer Attitudes 13
2.4 Airtel Packages & Tariff Policy For Customer 13-22
3.0 Literature View 23-26
Customer Attitudes 24
Sources of attitudes 24
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Steps involved in consumer attitudes 25-26

4.0 Findings & Analysis 27-31
5.0 Recommendation & Conclusion 32-33

Chapter-1: Introduction
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1.1 Statement of the research problem

Due to the latest development of technology the marketers are facing
new challenges and opportunities. Now-a-days human society is
mostly depending on the use of telecommunication especially mobile
which is used by all categories of people. The telecommunication is a
fascinating set of interactions between the scientists and Government
technologists business who brought together the tools of their day to
day business. We at Airtel always think in fresh and innovative ways
about the needs of our customers and how we want them to feel. We
deliver what we promise and go out of our way to delight the customer
with a little bit more. Measuring customer attitude provides an
indication of how successful the organization is at providing products
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and/or services to the marketplace. Customer attitude survey is a

systematic process for collecting consumer data, analyzing this data
to make it into actionable information, driving the results throughout
an organization and implementing attitude survey is a management
information system that continuously captures the voice of the
customer through the assessment of performance from the customers
point of view.

1.2 Scope of the study

The report deals with the Customer attitudes system in terms of

theoretical point of view and the practical use. The study will allow

learning about the tariff policy issues, importance, modern technique

and models used to make it more efficient. The study will help to learn

the practical procedures followed by the learning organization.

Moreover the study will help to differentiate between the practice and

the theories that direct to realize how the organization can improve

their Tariff policy system against customer attitudes.

1.3 Objectives of the study

Our objectives behind doing this project was to know,

To know whether the services is good in their respondents area.

To find out if they are satisfied and aware of the services and offers

provided.

To recommend measures for improving the product.

Broad Objectives
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To analyze the present Customer Attitudes towards Tariff Policy of Airtel

Bangladesh Limited.

Specific Objectives

To determine the customer attitudes

To determine steps involved in customer attitudes
To determine the behavioral intentions of customer

1.4 Methodology of the study

The study methodology included observation of their work procedure,

analysis of their information input forms and their output documents,
face-to-face communication with the clients, interviews of relevant
Airtel Bangladesh ltd. officials.

Types of Research Design

We have applied Descriptive Research to conducts the report. This includes

the methods of data collections the source of the data or information of the
research.

Sources of Data

The sources of data or information are divided into two parts that are;
primary and secondary sources.

Primary data

The data which is collected in a fresh manner and which is not available is
termed as primary data. For the purpose of collecting primary data the
researchers have carefully designed an interview schedule presented the
same and administrated it to the sample respondents in some area.
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Secondary data

The prevailing data is termed as the secondary data. Secondary data were
collected from books, journals, magazines, websites and AIRTEL office in
some area.

1.5 Limitations of the study

The limitation of the research work is that there might be a

chance That only those persons might be selected who prefer
Airtel services Over another operator.
Another major limitation of the project is that the sample size is
small, So our result can have some tolerance level.
Thirdly, it is difficult to calculate market share of the company
only On the basis of revenue.
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Chapter-2: Discussion

(An Overview Of The Problem)

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2.1 Company Info:

In January 2010, Bharti Airtel Limited, Asias leading integrated telecom

services provider, acquired 70% stake in Warid Telecom, Bangladesh, a
subsidiary of the UAE-based Abu Dhabi Group.

Bharti Airtel is making a fresh investment of USD 300 million to rapidly

expand the operations of Warid Telecom and have management and board
control of the company. This is the largest investment in Bangladesh by an
Indian company. Dhabi Group continues as a strategic partner retaining
30% shareholding and has its nominees on the Board of the Company.

The new funding is being utilised for expansion of the network, both for
coverage and capacity, and introduction of innovative products andservices.
As a result of this additional investment, the overall investment in the
company will be in the region of USD 1 billion.

This is Bharti Airtels second operation outside of India. The company

launched its mobile services in Sri Lanka in January 2009 on a state-of-the-
art 3.5G network. The company crossed the 1 million customers mark
within six months of launch on the back of innovative offerings as well as
rapid expansion of network coverage and distribution.

2.2 Airtel Bangladesh ltd. At a Glance

Type: Private
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Industry: Telecommunication

Founded: December 1, 2010 (Registration date)

Headquarters: House 34, Road 19/A, Banani, Dhaka 1213,

Bangladesh

Key people: Chris Tobit (Chief Executive Officer & MD), Rajnish Kaul
(Chief Operating Officer), SK Mukhopadhyay (Chief Finance Officer),
Rubaba Dowla (Chief Service Officer), Noor Mohammad (Chief HR
Officer)

Products: Telephony, mobile telephony

Total subscriber: 6.538 million (April 2012)

Revenue: 117.213 billion (US$2.34 billion) (2010)*

Operating income: 21.771 billion (US$434.33 million) (2010)*

Net income: 18.282 billion (US$364.73 million) (2010) *

Total assets: 856.142 billion (US$17.08 billion) (2010)*

Total equity: 502.603 billion (US$10.03 billion) (2010)*

Parent: Bharti Airtel 70% and Warid

Telecom 30%

Website: http://www.bd.airtel.com

2.3 Customer Attitudes:

A customer and attitude survey is a comprehensive survey usually carried

out to know the brand usage, purchasing behaviour, awareness and attitude
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of the customer. It is conducted and analyzes the market, establish a

database on past or present behaviour and identify changes in usage

behaviour.

Customer and attitude survey can provide information on perceptions

behaviour and attitude of a customer towards a particular product. For

example it can reveal perception on:

Features of the service

Specific components of the service
Usefulness of the service

Also focus on customer needs, how those needs are met, customer interest

in appreciation for the service etc.

This survey provides valuable information on customer perceptions of their

packages experience. This includes general attitudes toward the service, and

their own perception. The results from this survey can also help you identify

elements which best support customer needs.

2.4 Airtel Packages & Tariff Policy For Customer

Prepaid Packages:

Dosti

Life is impossible without friends! To keep you connected with your friends,
airtel brought to you a brand new prepaid package, 'dosti'! Now get 5 Super
FnF from 0000hr and up to 1GB internet free!

1. For making this package even more attractive we have launched a internet
based campaign for this package only.
2. You under package upon usage of tk1 from MA in GPRS (without VAT) will
get 1MB internet instantly as bonus.
3. Bonus checking code: *778*13# (FREE)
4. For migrating to this package customer has to dial *121*89# (FREE).

Tariff:
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Voice Call Outgoing (BDT)

On-net 1.35/min
Off-net 1.35/min
On-net FnF 0.25/min
Off-net FnF 0.66/min
SMS Out going (BDT)
On-net 0.49
Off-net 0.49
On-net FnF 0.29
Off-net FNF 0.29
Packages Features
Pulse (in Seconds) 10
No of FnF 5
*VAT applicable

Hoi choi

Introducing Hoi Choi- our new prepaid plan with 1 second pulse and rates
as low as half-paisa per second!

So that you can make every second count

Tariff

Hoi Choi gives you:

1 second pulse from the 1st second

2 special FnFs

Airtel FnF @ half-paisa/second

Other operator FnF @ 1 paisa/second

All other calls @ 1.65 paisa/second

Super Adda

enjoy 29 FnF @ 30 paisa/min

Conditions
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10 second pulse

29 FnF for both Airtel & Other operator

To add your FnF, type ADD< space >01XXXXXXXXX (FnF number) to

7353 (free)

You can also get 500 SMS & 5 MB Internet for only BDT 5 by SMS
starts to 4444. Validity of this bundle is 1 day (date of purchase + 0
days). Dial *778*2#(free) to check SMS balance & *778*4# to check
Internet balance (MB)

Instant cash back or other bonus minute / talk time will not be
applicable for this package.

Enjoy Power pack, Bundle and value voucher for super adda
package

VAT Applicable

Tariff

FnF rate

to airtel FnFs 30 paisa/minute

to other FnFs 60 paisa/minute Call rate

to airtel 1.35 taka/minute

to other numbers

On-net SMS BDT 0.49

Off-net SMS BDT 0.49

SMS rate

FnF On-net SMS BDT 0.29

FnF Off-net SMS BDT 0.29

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Internet rate

GPRS 0.0115 tk/KB

MMS 5 taka
Adda

You are the kind of person who loves to keep in touch with a close group of
friends. You like to browse the net when bored and make the most of your
time on your phone. 'adda' will give you maximum fnf and all that at
fantastic rates.

Tariff:

airtel (special time) 0.29

other operators (special time) 0.69

airtel 0.79

other operator 1.19

Other Information

local SMS Tk0.49/SMS

special time 12.00am to 3.00pm

Gangtalk

Airtel Bangladesh is introducing a new prepaid package: Gangtalk.In this

new package customers will be able to make his/ her own gang and talk at
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0.5p/sec call rate for 24 hours. To migrate to Gangtalk, dial *121*130#

(Free)

Besides, customers of this package can use Unlimited Facebook for only Tk5
by dialing *121*127#

Details

1. Customer can migrate to this package by sending an SMS writing GT to

7353 or dial USSD *121*130# (FREE)

2. Customer has to send a friend request to add friends in his/her gang by

writing Gang016XXXXXXXX (Friends number) and sending SMS to 56789
(FREE)

3. Then, the request has to be accepted by the friend through replying Y to

56789 (FREE)

Tariff

Within Gang 30p/ min

Others

On-net 60p/ min

Off-net 120p/ min

Pulse 1 sec

SMS

Community/Gang 0.39p

Others 0.49p

**VAT APPLICABLE

Shobai

Product info
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Now set the entire world of other operator as your fnf. airtel brings a
revolutionary package 'shobai'

Now set the entire world of other operator as your fnf. airtel brings a
revolutionary package 'shobai' where you can select an operator of your
choice and make all the numbers of that operator your fnf. you can talk @
the lowest rate of 65 paisa/min with any number of that operator.

Select any one operator at a time as your fnf. you can replace the operator
anytime.

Upon successful selection, you will get flat 65paisa rate to any number in
that chosen network.

Tariff you will enjoy:

Airtel to Airtel/m 0.65Tk+VAT

FnF Operator/min 0.65Tk+VAT

Other than FnF Operator/m 1.19Tk+VAT

Pulse 60 Sec

GOLPO

Product info
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If you are someone who loves making long conversations, our 'golpo' package
with 24 hrs flat tariff to any number is something you will fall in love with.
Talk to any number anytime at a fixed flat rate.

Dolbol

Product info

Now join your own community & talk at the lowest rate!

Airtel is proud to introduce to you dolbol, a one of its kind offer where you
can join your own community and talk @ the lowest rate of 29 paisa/min
within your community members. It also offers a bundle of other facilities
that you were looking for.

*Note:

Join to your dolbol by sending d to 7353

to add community, sms join < space > < community id > to 7353
(2tk+VAT)

to remove community, sms out < space > < community id > to 7353 (free)

to replace community sms swapold idnew id to 7353 (2tk+VAT)

KOTHA

Product info | Tariff

Share every little moment with the ones you love with airtel 'kotha'-the
package plan with 1 sec pulse from the very first second.
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Activate your airtel prepaid and enjoy 1 second pulse to any operator. to
select the package, type 'K', and send to 7353, or just dial *121*8*3#.

Postpaid Packages:

Elite

airtel postpaid package elite brings you the highest fnf features and 10
second pulse that will enable you manage your calls efficiently.

Tariff Plan

elite

Voice Call Outgoing (Tk per min) Tariff

airtel to airtel 0.69

airtel to Others 0.96

FnF - airtel to airtel 0.29

FnF - airtel to Others 0.66

International as per rate plan

SMS Outgoing (Tk per SMS)

airtel to airtel 0.29

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airtel to Others 0.29

FnF - airtel to airtel 0.29

FnF - airtel to Others 0.29

International 2.49

Other Tariff

Video Call (Tk/min) 1.00

2G & 3G Data - PAYG1 (Tk/KB) 0.01

2G & 3G Data - PAYG2 (Tk/10KB) 0.01

Other Features

Pulse (in Seconds) 10

No of FnF 15

Adjustable Deposit & Default Credit Limit (in Tk) 300

Selling Price (in Tk) 450

*15% VAT applicable

Ultra
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airtel postpaid package ultra brings you the joy of staying connected to
friends with a hassle free flat price plan and 1 sec pulse.

Tariff Plan

Ultra

Voice Call Outgoing (Tk per min) Tariff

Airtel to Airtel 0.89

Airtel to Others 0.89

FnF - Airtel to Airtel 0.30

FnF - Airtel to Others 0.66

International as per rate plan

SMS Outgoing (Tk per SMS)

Airtel to Airtel 0.29

Airtel to Others 0.29

FnF - Airtel to Airtel 0.29

FnF - Airtel to Others 0.29

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International 2.49

Other Tariff

Video Call (Tk/min) 1.00

2G & 3G Data - PAYG1 (Tk/KB) 0.01

2G & 3G Data - PAYG2 (Tk/10KB) 0.01

Other Features

Voice Call Pulse (in Seconds) 1

Video Call Pulse (in Seconds) 10

No of FnF 10

Adjustable Deposit & Default Credit Limit (in Tk) 300

Selling Price (in Tk) 450

*15% VAT applicable

Pulse

airtel Pulse package now brings 1 poisha/second rate to Postpaid

customers!

Basic Package Details

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Component Tariff

Voice Call Outgoing (BDT per min)*

airtel airtel 0.60

airtel others 0.60

International as per BTRC

SMS Outgoing (BDT per SMS)*

airtel airtel 0.30

airtel others 0.30

International 2.49

Other Tariff (BDT per Unit)*

Video Call (BDT/min) 1.00

2G & 3G Internet Pay As You Go 1

0.01
(BDT/KB)

2G & 3G Internet Pay As You Go

0.01
2 (BDT/10KB)

Other Features
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Voice Call Pulse (in Seconds) 1

Video Call Pulse (in Seconds) 10

Line Rent (in BDT) Prorated 49

Adjustable Deposit & Default Credit Limit

300
(in BDT)

450
Selling Price (in BDT)

*15% VAT applicable

Value Added services

As a valued subscriber , you might require contacting us for any after sales
service, service related queries and complaints. The followings are some
useful contacts, which will help you with your queries regarding our
products and service

- Useful & Simple Contact information

No. Description Charges

Customer service for

786 Tk 0.50/minute Toll free (postpaid)
Query

Customer service for

158 Free
Complaint IVR based
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Hotline for calling

016-
from other operator As per operator's tariff
78600786
numbers

1212 Promotional IVR Free

Namaz timing,
6397 Commodity pricing Tk 2.00 /Minute (60 sec. pulse)
and Traffic updates

News from Focus

2008 Tk 2.00 /Minute (60 sec. pulse)
Bangla

Welcome tune service

788 Tk 2.00 /Minute (60 sec. pulse)
menu

1st Min Tk 5.00 + VAT

3443 Voice Adda
2nd Min Tk 2.00 + VAT

707 Voice Greeting Tk 4.00 /Minute

500 Sports News Tk 2.00 /Minute (60 sec. pulse)

5012 News Tk 2.00 /Minute (60 sec. pulse)

Menu browsing & requesting through

USSD menu for value USSD menu is absolutely free. Only
*321#
added service service charge applicable if service
avail.

Menu browsing & requesting through

USSD menu is absolutely free. Only
*121# USSD menu
service charge applicable if service
avail.

*787*16
Recharge prepaid
digit code # Free
account
SEND
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Chapter-3: Literature View

Consumer Attitudes:

In a consumer behavior context, they are learned predispositions to behave

in a consistently favorable or unfavorable way with respect to a given object
(e.g., people, places, products, services or events).

Sources of attitudes:

Three Major Influences on Attitude Formation

1. Personal experience

2. Influence of family and friends

3. Exposure to direct marketing and mass-media

1. Personal experience:

The primary basis on which attitudes towards goods and services are
formed

Free products, cents-off promotions, etc.

Marketers goal is to get consumers to try a product and, hopefully,

develop a positive attitude towards it
 P a g e | 31

2. Influence of family and friends:

Family and friends are a major influence on our values, beliefs and
attitudes

We carry over into adulthood many of the attitudes we developed as

children

Our peer and social groups also influence our attitudes

3. Exposure to direct marketing and mass-media:

Direct marketers are able to use new technologies to target smaller

and smaller market segments

As a result, many solicitations are highly personalized and have the

capacity to create favorable attitudes towards their products

Television, radio, newspapers and magazines provide marketers with

unlimited opportunities to create positive attitudes towards their
products

Steps Involved In consumer attitudes:

1. Encourage Face-to-Face Dealings:

This is the most daunting and downright scary part of interacting with a
customer. It's important to meet your customers face to face at least once or
even twice during the course of a project. My experience has shown that a
client finds it easier to relate to and work with someone they've actually met
in person, rather than a voice on the phone or someone typing into an email
or messenger program. When you do meet them, be calm, confident and
above all, take time to ask them what they need. I believe that if a potential
client spends over half the meeting doing the talking, you're well on your
way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed:

This goes without saying really. We all know how annoying it is to wait days
for a response to an email or phone call. It might not always be practical to
deal with all customers' queries within the space of a few hours, but at least
 P a g e | 32

email or call them back and let them know you've received their message
and you'll contact them about it as soon as possible.

3. Be Friendly and Approachable:

You can hear a smile through the phone. This is very true. It's very
important to be friendly, courteous and to make your clients feel like you're
their friend and you're there to help them out. There will be times when you
want to beat your clients over the head repeatedly with a blunt object - it
happens to all of us. It's vital that you keep a clear head, respond to your
clients' wishes as best you can, and at all times remain polite and
courteous.

4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly
defined customer service policy is going to save you a lot of time and effort in
the long run. If a customer has a problem, what should they do? If the first
option doesn't work, then what? Should they contact different people for
billing and technical enquiries? If they're not satisfied with any aspect of
your customer service, who should they tell? There's nothing more annoying
for a client than being passed from person to person, or not knowing who to
turn to. Making sure they know exactly what to do at each stage of their
enquiry should be of utmost importance. So make sure your customer
service policy is present on your site -- and anywhere else it may be useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalized sign-up confirmation
email for a service that you could tell was typed from scratch? These little
niceties can be time Consuming and aren't always cost effective, but
remember to do them. Even if it's as small as sending a Happy Holidays
email to all your customers, it's something. It shows you care; it shows there
are real people on the other end of that screen or telephone; and most
importantly, it makes the customer feel welcomed, wanted and valued.
 P a g e | 33

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them
Out:

Sometimes this is easier said than done! However, achieving this supreme
level of understanding with your clients will do wonders for your working
relationship.

7. Honor Your Promises

It's possible this is the most important point in this article. The simple
message: when you promise something, deliver. The most common example
here is project delivery dates. Clients don't like to be disappointed.
Sometimes, something may not get done, or you might miss a deadline
through no fault of your own. Projects can be late, technology can fail and
sub-contractors don't always deliver on time. In this case a quick apology
and assurance it'll be ready ASAP wouldn't go amiss
 P a g e | 34

Chapter-4: Findings & Analysis

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Kind of Package services

91% of the respondents use prepaid package service. So, it can be inferred
that prepaid packages are more popular than postpaid.

Kind of service
prepaid (3G) postpaid (3G)

9%

91%

Signal rating of Airtel:

Signal rating of Airtel

4% 2%
excellent good average bad
47%
47%
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Signal rate evaluation by age and profession groups

Mainly the respondent the age of 18-25 years, comprising students, mostly use

Airtel 3G services and have rated the signal strength as excellent. So it is clear that

the Airtel 3G services have raised a wave among the teen agers.

Signal rate evaluation by age groups

40 30 27
20 1 101 96 121 2
0
No. of respondents

Rate of airtel signal

age of the res pondent below 18 years

age of the res pondent 18-25 years
age of the res pondent 26-35 years
age of the res pondent 36-45 years

After Sales service:

84% of the respondents are satisfied from customer care services provided
by Airtel. 78% of the respondent have received good response from the
customer care employee, thus Airtel provides excellent after sales services.
 P a g e | 37

Customer care services

satisfied not satisfied never used

9%
7%

84%

Response from customer care employees

good response bad response never used

9%
13%

78%

Overall satisfaction level

Airtel service provider

excellent good average

14%
32%

53%

Video calling or conferencing

 P a g e | 38

There is an average satisfaction level among the consumers related to video

calling and conferencing facilities provided by Airtel . This fact is supported
by 37% of the respondents rating the above facility as average.

Video calling/conferencing
excellent good average
bad never used

7%
6% 20%
37%
31%

Downloading and uploading speed

Airtel provides good downloading and uploading speed. 50% of the

respondents support the above fact.
 P a g e | 39

Downloading and uploading speed

excellent good average bad

3%
27% 20%

50%

Findings:

Few years back mobile connections were not common among the
customer. But with the mobile revolution now we can find almost
every customer with mobile phone.
T.V. and internet are the best media advertisements that put more
impact on the customer buying decisions.
Maximum numbers of respondents were attracted towards the
coverage facility and the least like the roaming services.
Mostly the customers are satisfied with the services provided by the
Airtel.
Most of the customers are prefer prepaid connections than postpaid
connections in sample size.
Mostly the Youth dont use their mobile services beyond making calls
and text messages.
Mostly the youth does use their mobile service provider beyond
making a web access, surfing & also downloads the files.
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Chapter-5: Recommendation

&

Conclusion
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Recommendation:

Airtel service providers should provide the web access at cheaper cost.
Telecom market is quite competitive so Airtel service providers should
provide the services at cheaper cost.
Airtel service providers should focus on providing better network
coverage.
Airtel service providers should also start providing 3G technology in
Rural as well as Urban areas.
Airtel service providers should provide various schemes for their
existing customers.
Tariff plan for STD and ISD calls should be reduced.
Airtel service providers should improve the downloading & surfing
speed in web access.

Conclusion:

Telecom sector is booming sector. Its market is quite competitive

in Bangladesh with so many companies venturing here. Most of
the customers are associated with Airtel due to its good
connectivity & coverage. Citycell & Teletalk has lost its market
share due to its low good connectivity & coverage. Portability of
number is the demand of customers from companies side.

We are concluding that the brand image of airtel is very good in

the customers mind so that they are competing other players.
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