INDEX

Sr.No Chapter Titel Page

No.
1 INTRODUCTION OF THE STUDY
(1.1) Introduction
(1.2) Objectives of present study.
(1.3) Importance of the study.
(1.4) Research of the study.
(1.5) Limitation of the study.
2 INTRODUCTION OF ORGANISATION
(2.1) Introduction of organization
(2.2)
 CHAPTER-1
INTRODUCTION OF THE STUDY

1.1 Introduction
1.2 Objectives of present study
1.3 Importance of the project
1.4 Research methodology
1.5 Scope of the study
1.6 Limitation of the study
 INTRODUCTION
Airtel come to you from bharti airtel limited. India’s largest and the first
private telecom services provider with a footprint in all the 23 telecom circles
bharti airtel since its inception has been at the forefront of technology and has
the businesses at bharti airtal have been structured into three individual strategic
units (SBU’S) mobile services, telemedia services(ATS)and enter price services The
mobile services group provides GMS mobile services across India in 23 telecom
circles, while the ATS business group provides broadband and telephone services
in 94 cities the enter price service group has two sub-unit carriers and services to
corporates all these services are provided under the airtel brand.

The Indian telecommunications network is the second largest in the word

904.51 million telephone connections based on the total number of telephone
users it has one of the lowest call tariffs in the world enabled by the mega
telephone network and huper competition among them it has the world’s third
largest internet user base with over 137 million as of march 2014 major sectors of
the Indian telephone internet and television broadcasting today it is the world
with 8.35 million monthly additions

The mobile tele-density is 73.32%ason October 2013 telecommunication has

supported the socioeconomic development the socio economic development of
India and has played a significant role to narrow down the rural urban digital
divide to some extent

Airtel has also rolled out its VOLTE technology across eight Pradesh and Goa
,namely Pradesh Chhattisgarh, Gujarat, Andhra Pradesh and telangana ,Karnataka
, tamilnadu Kolkata, kraal and Odisha in India and should roll out the technology
in rest circles by end of august 2018 it is the largest mobile network operator in
India and the third largest in the world with over 429 million subscribers. Aritel
was named India’s second most valuable brand in the first ever brands ranking
bymillward brown and wpp plc.
 COMPANY PROFILE
Founred : 7 July 1995
Founder chairman & group CEC : Sunil Bharti Mittal
Industry : Communication
Headquarter : Bharti enterprises Ltd. Bhartibcrescent
1, Nelson Mandela road
Vasant kuni.phase II, new Delhi India-110070
Tel no-911146666100
Fax no-91114166-6137
Product offered : Fixed line telephony, mobile telephony,
Broadband and fixed line interest
Digital television and IPTV
Total Revenues : Rs 940 billion (US$)
Operating In : 20 countries across Asia, Africa and
Channel Lslands.
Rank : 3 largest mobile operator in the world
In term of subscriber’s
Subscriber : 303.10 (million’s) connection.
Number of employees : 3,000 people billion
Operating income : 137.58 billion
Profit : 53700 million
Total assets : 635.59 billion
Total equity : 18.98 billion
Services Quality-
Service quality is a complex construct, which has been the focus of a number of
studies in the services marketing literature. Two schools of thought dominate this
literature: the Nordic school of thought and the North American school of
thought. Specifically, the Nordic school of thought is based upon Grönroos's
(2005) two-dimensional model while the North American school of thought is
based upon Parasuraman et al.’s (1985) in (Karatepe 2013) five-dimensional
SERVQUAL model. Other significant conceptual and empirical studies in this
research stream suggest that service quality is comprised of service product,
service environment, and service delivery, or consists of interaction quality,
physical environment quality, and outcome quality. (Karatepe 2013.)
Service Quality Determinants and the SERVQUAL Instrument
In the mid 1980s Berry and his colleagues Parasuraman (1985) and Seithaml
(1985) began to study service quality determinants and how customer evaluates
the quality of services based on the Perceived Service Quality concept
(Grönroos 2005).The 10 determinants were found to characterize customers’
perception of the service. One of the determinants, competence, is clearly related
to the technical quality of the outcome, and another, creditability, is closely
connected to the image aspect of perceived quality. However, it is interesting to
observe that the rest of the determinants are more or less related to the process
dimension of perceived quality. (Grönroos 2005.)
Service Gaps
Customer perceptions play a key role in the theory of “Service Gaps”, which tries
to study the differences between expectations and experience. As shown in
figure, the overall gap that results dissatisfied customer is caused by one (or
more) of the following earlier gaps (Schneider & White 2004):
1. Promotional gap: the inability of the business organization to fulfill
expectations created in the minds of customers mainly by marketing
communications.
2. Understanding gap: the gap occurred due to the inaccurate
understanding of customer needs and priorities by the managers of the
organization.
3. Procedural gap: the gap occurred due to the translation of customer
expectations into appropriate operating procedures and systems with the
business organization.
4. Behavioral gap: the difference between customer expectations and
organization’s performance, focusing on how procedures adequately cover
service delivery requirements.

Gap 1 .Promotional gap

What is said about the

services differs from the
standards actually
delivered
Gap 2.The understanding
gap
The service quality gap
Manager’s perceptions of The difference between
customer’s expectations customer’s expectations
are inaccurate of a service and their
Gap 3.The procedural gap perceptions of the actual
service delivered by an
Customer’s expecta- organization
tions are not translated
into appropriate operating
procedures/systems

Gap 4.The behavioral gap

The service that is from the

specification of the service
Gap 5. The perception gap

The level of service per-

ceived by customers
differs from the service
actually provided
 CHAPTER-4
DATA ANALYSIS AND
INTERPRETATION
 QUESTIONS FOR THE RETAILERS
Q.1 Are you dealing in services / product offered by airtel?
Sr.no Particular No.of sample Percentage
1 Yes 250 82%
2 No 100 18%
Total 350 100%
Sales
No
18%

Yes
No

Yes
82%
Q.2 Have you ever faced problems related to the services of airtal?
Sr.no Particular No.of sample Percentage
1 Always 100 35%
2 Sometime 200 40%
3 Never 50 25%
Total 350 100%

Sales

35
40
Always
sometimes
Never

25
Q.3 Do you company executives visit your shop regularly to convey schemes?
Sr.no particular No of sample percentage
1 Yes 300 97%
2 No 50 3%
Total 350 100%

Sales
120

100 97

80

60

40

20

3
0
Yes No

Series 1 Column1
Q.4 lowest price offer’s attract me?
Sr .No particuler No.of sample percentage
1 Strongly Disagree 75 %
2 Somewhat Disagree 50 %
3 Neutral 100 %
4 Strongly Agree 150 %
Total 350 100%

Series 1

150

100
Axis Title

75

50

strongly disagree somewhat disagree neutral strongly agree

Q.5 Have you ever made complaint when you have had problem.
Sr.No particuler No.of sample percentage
1 Yes 275 92%
2 No 75 8%
Total 350 100%

Sales

No
8%

YES
No

YES
92%
Q.6 Have you ever thought of changing the network that you use.
Sr.No particuler No.of sample percentage
1 Yes 250 80%
2 No 100 20%
Total 350 100%

Sales

20%

Yes
NO

80%
q.7 What is the average no.of outgoing calls per day?
No.sr particuler No.of sample percentage
1 0 5 1%
2 1-2 20 5%
3 5-10 20 8%
4 10-20 145 36%
5 Above 20 150 50%
Total 350 100%

Sales

1%5%
8%
O
50% 1 to 2
36% `5 to 10
10 to 20
above 20
Q.8 Do you network recharge more attractive?
Sr.No particuler No.of sample percentage
1 Arital 125 36%
2 Idea 50 14%
3 Jio 150 43%
4 Vodafone 25 7%
Total 350 100%

Sales

7%

Airtal
36%
Idea

43% jio
vodafone

14%
Q.9 Do you use any of the following services?
Sr.No particuler No.of sample percentage
1 Caller tone 25 7%
2 Ringtones 25 7%
3 Missed call alerts 50 14%
4 News updates 100 29%
5 other 150 43%
Total 350 100%

Sales

7%
7%
caller tones
43% 14%
ringtones
missed call alerts

29% news updates

other
Q.10 which one network provides maximum facility in in specifity recharge?
Sr.No particuler No.of sample percentage
1 Arital 125 29%
2 Idea 75 24%
3 Jio 150 35%
4 vodafone 50 12%
Total 350 100%

Sales

12%
29%
arital
35% Idea
Jio
24%
vodafone
CONCLUSIONS
PRODUCT’S QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION
A FIELD STUDY IN DIWANIYAH DAIRY FACTORY
Latif ATIYAH -4th Nov 2016
Challenges of Modern Management
Customer satisfaction prioritized as a strategic working tool.
Customer satisfaction has a positive
impact on the company’s profit
. Customer satisfaction is the foundation of every successful work,
since customer satisfaction leads to repurchasing customer loyalty for the
trademark, and sharing
positive feedback with other people to buy the product
Services presented for the customer has a positive impact thus, the
organization gets the customer
trust there is a close relation between service quality and the rate at which
customers return to the
company.
Quality represents an important sc
ale for organization’s success, survival and continuity.
Although there is a clear contrast on the opinions of the specialists and
scholars about the
characteristics that distinct high quality organization and their studies there is
wide agreement on
the i
mportance of the role it plays in the success of these organizations and it’s
distinction form
traditional organizations
Although lately many organization realized the importance of quality, some
didn’t get the
dimension s of the methods that enables them to put this concept under
execution. The organization
tend
s to rate the feeling of the consumer on the level of their product quality
without rating their
feelings on the organization itself.