Project Report On Customer Satisfaction On Bharti Airtel: Govindaraju.B (1DS10MBA18)

BUSINESS RESEARCH METHODS
Project Report On Customer Satisfaction on Bharti Airtel
By GOVINDARAJU.B (1DS10MBA18)
TO Dr.Lakshmi Jagannathan HOD
DEPARTMENT OF MANAGEMENT STUDIES DAYANANDA SAGAR COLLEGE OF ENGINEERING
TABLE OF CONTENTS CHAPTER NO. CONTENTS PAGE NO.
1 1.1 1.2 1.3 1.4 1.5 1.1.1 1.1.2 1.1.3 1.1.4
INTRODUCTION
OVERVIEW OF THE RESEARCH OBJECTIVES OF THE RESEARCH SCOPE OF THE RESEARCH LIMITATIONS OF RESEARCH RESEARCH METHODOLOGY TYPE OF RESEARCH SAMPLING RESPONDENTS PROFILE DATA COLLECTION
4 6 8 8 9 9 10 10 10
REVIEW OF LITERATURE
11
DATA ANALYSIS AND INTERPRETAION FINDINGS & SUGGESTIONS CONCLUSION BIBILIOGRAPHY ANNEXURES
14
4 5 6 7
43 45 46 47
SL NO: 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 3.17 3.18 3.19 3.20 3.21 3.22 3.23 3.24 3.25 3.26 3.27 3.28
TABLE AND FIGURE SHOWING THE ANALYSIS OF COST MANAGEMENT Frequency table for question 01 Frequency table for question 02 Frequency table for question 03 Frequency table for question 04 Frequency table for question 05 Frequency table for question 06 Frequency table for question 07 Frequency table for question 08 Frequency table for question 09 Frequency table for question 10 Frequency table for question 11 Frequency table for question 12 Frequency table for question 13 Frequency table for question 14 Frequency table for question 15 Frequency table for question 16 Frequency table for question 17 Frequency table for question 18 Cross tabulation Expectations & gender Cross tabulation- network & income Anova Gender Anova Income Correlation b/w customer service & gender Correlation b/w network & income Regression b/w Expectations & gender T-test b/w portability & gender T-test b/w Documentation & income Hypothesis 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 36 37 38 38 39 40 41 42
PAGE NO
CHAPTER-1
INTRODUCTION
Theoretical Background of the Topic 1.1 Customer satisfaction
1.1.1 According to Philip kotler, satisfaction is a persons feeling of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations. This satisfaction level is a function of difference between perceived performance and expectations. If the products performance, exceed expectation the customer highly satisfied or delighted. If the performance matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied.
1. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. High satisfaction or delight creates an emotional affinity with brand. 2. Variety of factors that affect customer satisfaction includes product quality, product availability and after sales support such as warranties and services. Customer satisfaction is seen as a proof of delivering a quality product or service. It is believed that customer satisfaction brings sales growth, and market share. A company can always increase customer satisfaction by lowering its price or increasing its services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability. 3. India is on the threshold of a new millennium. India chose for global economy, exposing her to winds of change in the market place, which has expanded vastly and become fiercely competitive. In the changed environment, decision makers view the marketing concept as the key to success. Marketing in practice has to manage products, pricing, promotion and distribution. 4. A successful product can be developed by exploding these opportunities. While delivering the value of the consumer we make use of marketing support. This support is based on the knowledge of consumers and distribution. Marketing support both at the introduction of products and maturing is considered 5Marketing, as suggested by the American Marketing Association is "an organizational function and a set of processes for creating, communicating and delivering value to
1.1.1 Method to Measure Customer Satisfaction

Companies use the following methods to measure customer satisfaction. 1) Complaints and suggestion system: companies obtaining complaints through their customer service centres, and further suggestions were given by customers to satisfy their desires. 2) Customer satisfaction surveys Responsive companies obtain a direct measure of customer satisfaction by periodic surveys. They send questionnaires to random sample of their customers to find out how they feel about various aspects of the companys performance and also solicit views on their competitors performance. It is useful to measure the customers willingness to recommend the company and brand to other persons. 3) Lost Customer Analysis. Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. 4) Consumer Behavior Vs Consumption Behavior Consumer behavior refers to the manner in which an individual reaches decision related to the selection, purchases and use of goods and services. Walters and Paul says that, consumer behavior is the process whereby the individuals decide what, when, how and from whom to purchase goods & services.
1.1.2 Introduction of Bharti Airtel

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest and world's third largest cellular service provider with more than 82 million subscribers as of December 2008. It also offers fixed line services and broadband services. SingTel owns over 30% of the Bharti Telecom. Vodafone is also a shareholder of Airtel with 4% of the shares. Thus making it a sister company of the brand The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agric - products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, Indias largest integrated 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 steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM...
1.1.3 Evolution of company

Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liability under the Companies Act, for promoting telecommunications services. Bharti Tele-Ventures received certificate for commencement of business on January 18, 1996. The Company was initially formed as a wholly-owned subsidiary of Bharti Telecom Limited. The chronology of events since Bharti Tele-Ventures was incorporated in 1995 is as follows: YEAR 1995 1996 1997
Bharti Cellular launched cellular services'AirTel'in Delhi Bharti Telenet launched cellular services in Himachal Pradesh British Telecom acquired a 21.05% equity interest in Bharti Cellular Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti BT Internet for providing Internet services
1998
1999
2000 2001
Bharti Tele-Ventures (by acquiring a 63.45% equity interest in SC Cellular Holdings) acquired an effective 32.36% equity interest in Bharti Mobile (formerly JT Mobiles), the cellular services provider In Karnataka and Andhra Pradesh circles Bharti Tele-Ventures acquired a 30.2% equity interest of Telecom Italia in Bharti Telenet and 18.8% from Bharti Telecom Bharti Tele-Ventures issued additional equity for approximately US$ 481.30 million to SingTel, Warburg Pincus, AIF group, IFC, NYLIF, And See jay Cellular and Bharti Telecom Shares listed on BSE, NSE and DSE, opens at 11% premium to its issue price of Rs 45 Airtel provides SMS cricket updates Airtel Subscribers exceed 3 million mark Airtel unveils RAD system Airtel announces the signing of the first-ever bilateral roaming agreement between an Indian mobile service provider and its counterpart in Pakistan Airtel launches video services for its GPRS customers on February 22, 2005 Airtel unveils new TV ad featuring Sachin, Sharukh Bharti Tele-Ventures launches telecom network in Andaman & Nicobar BTVL unveil fixed line, broadband services Airtel unveils Re 1 STD plans Airtel launches NetXpert. Airtel launches Post2Pre recharging service on April 04,2006. Airtel sets up customer centre
2002
2003
2004
2005
2006
2007
2008 2009
Bharti Airtel on Feb 11, has been awarded QCI-DL Shah National Award On Economics of Quality. Bharti Airtel Ltd on April 01, 2007, has announced the reduction in International Long Distance Tariffs (ISD) for all its mobile customers in India Bharti Airtel Ltd on February 13, 2008 has announced that it has achieved the 60 million customer mark Bharti Airtel - Airtel and mChek announce milestone of One Million Users; introduce a broad range of new mCommerce services.
2010
Bharti Airtel submitted its bid for 3G spectrum, the auction for Which starts from April 9 Bharti Airtel, India's No.1 cellular carrier has won broadband Spectrum in four circles.
1.1.4 History of Indian Telecommunications

History of INDIAN Telecommunications 1851 First operational lines were laid by government near Calcutta. 1881 Telephone service introduced in INDIA. 1883 Merger with the Postal system. 1923 Formation of Indian Radio Telegraph Company (IRT). 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC). 1947 Nationalization of all Foreign Telecommunications companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the governments Ministry of communication. 1985 Department of Telecommunications (DOT) established, an exclusive Provider of domestic and long distance service that would be its own regulator (Separate from the postal system). 1986 Conversion of DOT into two wholly government owned companies: a) Videsh Sanchar Nigam Limited VSNL for international telecommunications b) Mahanagar telephone Nigam Limited for service in Metropolitan cities. 1997 Telecom Regulatory Authority of India created. 1999 Cellular services are launched in India. New National Telecom policy is adopted. 2000+ DoT becomes a corporation BSNL, CAGR of around 75%, FDI: 74% (2005). 2007-09 worlds lowest call rates, fastest growth in number of subscribers, fastest sale of million mobiles in week, world's cheapest mobile and most affordable colour phones.
1.2 Research Objectives

This project aims at studying present market scenario. The company wants capture the market study concerns with evaluating fast developing area. So service providers were taken to measure the customer satisfaction.
1. To study the customer satisfaction towards airtel mobile providers 2. To study and identify how the customers are benefited 3. To evaluate the major service provider satisfied the customer 4. To assess the needs, requirements and expectations of the customers in order to their Customer satisfaction level 5. To know the attitude, enthusiasm regarding the service provided to customers 6. To understand the performance of brand in the market on various parameters like Product quality, performance of the customer relationship officer (CRO) service Quality, range and selection of products available. 7. Service providers in the market which are not reaching the customer
1.3 Scope of study

1. The scope is limited Bangalore region only 2. Mainly targeted on college students 3. The Airtel service provider base is ever increasing. The user Profile is also constantly changing. In this context, Airtel service providers Have focused on offerings that include coverage (Places networked) Connectivity (Strength of signal). Price & value added service.
1.4 Limitations of study
Carrying the survey was a general learning experience for us but we also faced some problems, which are listed here:
1. The market of Bharti airtel is too vast and it is not possible to cover each and every dealer, manufacturer and seller in the available short span of time. 2. Generally the respondents were busy in their work and were not interested in responding rightly. 3. Respondents were reluctant to discover complete and correct information about themselves and their organization. 4. Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information. 5. Most of the respondents dont want to disclose the information about the various other companies which they have experienced before. 6. Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. 7. Due to human behavior information may be biased.
1.5 Research Methodology
1.5.1 Sources of Data

The study undertaken there to be mainly based on the primary data i.e. structured questionnaire is designed. The study also contains secondary data i.e. data from authenticated websites and journals for the latest updates just to gain an insight for the views of various experts.
1.5.2 METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help me out in easy and effective presentation and hence results are being obtained.
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1.5.3 TOOLS AND TECHNIQUES USED FOR ANALYSIS

In this study the technique used for interpreting the results is using various statistical tolls test. It is used as because sample size is less than 100.
1.5.4 Sampling Design

RESEARCH DESIGN The design for this study is Descriptive and Random sampling.
1.5.5 COLLECTION METHOD

DATA COLLECTION The data is collected randomly irrespective of the category of the people in the form of questionnaire and the sample size is less than 100 respondents. Because it is a pilot study and due to time constraint the sample size is small.
1.5.6 Research Definition

The word research is derived from the Latin word meaning to know. It is a systematic and a replicable process, which identifies and defines problems, within specified boundaries. It employs well-designed method to collect the data and analyses the results. It disseminates the findings to contribute to generalize able knowledge.
The main characteristics of research presented below are: Systematic problem solving which identifies variables and tests relationships between them, Collecting, organizing and evaluating data. Logical, so procedures can be duplicated or understood by others Empirical, so decisions are based on Reductive, so it investigates a small sample which can be generalized to a larger Population Replicable
BUSINESS RESEARCH METHODS `
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CHAPTER-2
REVIEW OF LITERATURE
2.1. Robins (2008) this paper is about marketing the next generation of mobile telephones. The study is about third generation of cell phone technology, what is usually known as 3G for short. There are various issues about that new innovative. One is how to price 3G handsets and services at a level which will enable telephone operating companies to recoup the high prices they have already paid to governments for operating licenses. Second the technology is not yet complete, there are no agreed international standards and companies do not yet know what new services the technology will prove capable of delivering effectively. All variants of 3G remain dependent on largely unproven technology. Marketing 3G is going to be about services which are new and in many cases, yet to be designed. At the same time, it will involve services which can also be obtained by computer and other means. It follows that the marketing task will be high risk. First, 3G has no obviously unique selling proposition to build on except, perhaps, the combination of live video and easy portability. Second, the potential customers have not yet had adequate opportunity to signal their service likes and dislikes. Third, the cost and complexity of service provision leave doubt about the markets reaction to price.
2.2 Debnath (2008) This study explain that the prime focus of the service providers is to create a loyal customer base by benchmarking their performances and retaining existing customers in order to benefit from their loyalty. With the commencement of the economic liberalization in 1991, and with a view to expand and improve telecom infrastructure through the participation of the private sector, the Government of India permitted foreign companies holding 51 percent equity stake in joint ventures to manufacture telecom equipment in India. The Indian Government has announced a new policy, which allows private firms to provide basic telephone services. There had been a monopoly of the state-owned department of telecommunications. However, several companies are expected to benefit from the policy change.
2.3. Bhatt (2008), In his study titled A Study of Mobile Phone Usage Among the Post Graduate Students analyzed that it is important for mobile carriers, service providers, content developers, equipment manufacturers, as well as for parents and young people alike that the key characteristics of mobile technology is well understood so that the risks associated with its potentially damaging or disruptive aspects can be mitigated. This paper has tried to compare the usage difference by gender with respect to the difference manufacturing and service provider companies.
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2.4. Chris (2003) Has analyzed Telecom advertising in print media. This research attempted to investigate why Telecom theme are used in advertisement, and the motives that lead companies and advertisers to use sport celebrities and sport concept in advertisements. From study it has been revealed that the appearance of sport celebrities in advertising endorsement occurred more often in Telecom magazines than in other magazines, because their target group is more acquainted with athletes. The sport celebrities that dominated each printed media are related with their target group characteristics.
2.5. Kalpana and Chinnadurai (2006) In their study titled Promotional Strategies of Cellular Services: A Customer Perspective analyzed that the increasing competition and changing taste and preferences of the customers all over the world are forcing companies to change their targeting strategies. The study revealed the customer attitude and their satisfaction towards the cellular services in Coimbatore city. It was found that advertisement play a dominant role in influencing the customers but most of the customers are of opinion that promotional strategies of cellular companies are more sale oriented rather than customer oriented.
2.6. Bismut (2006) In his study titled Competition in European Telecom Markets analyzed that in recent years the European telecommunications market has witnessed major developments, with rapid expansion in access to telecommunications networks and a surge in the number of available services and applications. While many factors have contributed to the transformation of the telecommunications industry, competition has played a key role in driving telecom players to invest in new technologies, to innovate and to offer new services.
2.7. Fernandez (2007) In their study titled Understanding Dynamics in an Evolving Industry: Case of Mobile VAS in India analyzed that Mobile Value Added Services (VAS) is a rising star in the fast growing wireless business. In the paper, attempt is made at understanding the strategic dynamics of the evolving environment within which the Indian players are operating, the challenges and structure of the same. Our literature and industry review indicates that - while the value chain of industry is complicated yet one can observe the bipolar nature of bargaining powers between mobile network operators and content aggregators.
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2.8. Seth et al (2008), In their study titled Managing the Customer Perceived Service Quality for Cellular Mobile Telephone: an Empirical Investigation analyzed that there is relative importance of service quality attributes and showed that responsiveness is the most importance dimension followed by reliability, customer perceived network quality, assurance, convenience, empathy and tangibles. This would enable the service providers to focus their resources in the areas of importance. The research resulted in the development of a reliable and valid instrument for assessing customer perceived service quality for cellular mobile services.
2.9. Kumar (2008), In their study titled Customer Satisfaction and Discontentment Vis-a- Vis BSNL Landline Service: A Study analyzed that at present, services marketing plays a major role in the national economy. In the service sector, telecom industry is the most active and attractive. Though the telecom industry is growing rapidly, India's telecom density is less than the world's average telecom density as most of India's market is yet to be covered. This attracts private operators to enter into the Indian telecom industry, which makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the market.
2.10. Fredric (2008) Analyzed the importance of yield management and discrimination pricing in telecommunication sector. Yield management is the process of allocating the right type of capacity or inventory unit to the right kind of customer at the right rice so as to maximize revenue or yield. Yield management and dynamic pricing strategies could be usefully applied to preserve and increase profitability. Yield management techniques can help telecom operators and similar companies to optimize the benefits they can derive from a subtle management of information networks and partnerships. However, such an approach is more difficult to implement in the telecommunications industry than in the airlines sector because of the difficulty to control (and sometimes to refuse) network access to customers.
2.11. Jha (2008),
In his study analyzed that it is the youth which is the real growth driver of the telecom industry in India. Considering this fact, the paper is an attempt to give a snapshot of how frequently young people use their mobile phones for several embodied functions of the cell phones. Data was collected from a sample of 208 mobile phone owners, aged between 20 and 29. The study sheds light on how gender, monthly voucher amount and years of owning mobile phones influence the usage pattern of this device. Findings of the study would be helpful for the telecom service providers and handset manufacturers to formulate a marketing strategy for different market segments.
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CHAPTER-3
Data Analysis and Interpretation

SIMPLE TABULATION Frequencies:
Statistics Q1 N Valid Missing 89 0
Please rate AIRTEL Customer service overall Frequency Percent Valid Percent
Cumulative Percent
Valid
Excellent Good Average Fair Total
21 49 15 4 89
23.6 55.1 16.9 4.5 100.0
23.6 55.1 16.9 4.5 100.0
23.6 78.7 95.5 100.0 Table-3.1
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents have feel of customer service to their mobile services good i.e. frequency 49, percent 55.1.
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Please rate AIRTEL technical product training overall Frequency Percent Valid Percent Valid 1 2 3 4 Total 11 40 31 7 89 12.4 44.9 34.8 7.9 100.0 12.4 44.9 34.8 7.9 100.0
Cumulative Percent 12.4 57.3 92.1 100.0 Table-3.2
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents would like recommend technical product training courses is good i.e. frequency 40, percent 44.9
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Please rate AIRTEL Documentation overall Frequency Percent Valid Percent Valid 1 2 3 4 5 Total 20 36 25 7 1 89 22.5 40.4 28.1 7.9 1.1 100.0 22.5 40.4 28.1 7.9 1.1 100.0
Cumulative Percent 22.5 62.9 91.0 98.9 100.0 Table-3.3
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents good that documentation of airtel is good i.e. frequency 36, percent 40.4
17
Statistics Q4a N Valid 89 Missing 0
What did you like & dislike most about AIRTEL customer service (RANK 1) Frequency Percent Valid Percent Cumulative Percent Valid 1 2 3 4 Total 37 31 11 10 89 41.6 34.8 12.4 11.2 100.0 41.6 34.8 12.4 11.2 100.0 41.6 76.4 88.8 100.0
Table-3.4
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents prefer support of the bharti airtel services with frequency 37 and percent 41.6
18
Statistics Q4b N Valid Missing 89 0
What did you like & dislike most about AIRTEL customer service (RANK 2) Frequency Percent Valid Percent Cumulative Percent Valid 1 2 3 4 Total 7 13 38 31 89 7.9 14.6 42.7 34.8 100.0 7.9 14.6 42.7 34.8 100.0 7.9 22.5 65.2 100.0 Table.3.5
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents prefer rank2 as documentation of the bharti airtel with frequency 38 and percent is 42.7
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Statistics Q4c N Valid Missing
89 0
What did you like & dislike most about AIRTEL customer service (RANK 3) Frequency Percent Valid Percent Cumulative Percent Valid 1 2 3 4 Total 4 20 29 36 89 4.5 22.5 32.6 40.4 100.0 4.5 22.5 32.6 40.4 100.0 4.5 27.0 59.6 100.0
Table.3.6
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents are prefer rank 3 as service of the bharti airtel company with frequency 36 and percent 40.4
20
Statistics Q4d N Valid Missing
89 0
What did you like & dislike most about AIRTEL customer service (RANK 4) Frequency Valid 1 2 3 4 Total 41 25 11 12 89 Percent 46.1 28.1 12.4 13.5 100.0 Valid Percent 46.1 28.1 12.4 13.5 100.0 Cumulative Percent 46.1 74.2 86.5 100.0
Table.3.7
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents are prefer rank 4 as support of the customer care of bharti airtel with the frequency of 41 and percent 46.1
21
Q5 N Valid Missin g
Statistics 89 0
How often does AIRTEL customer service exceed expectations Frequency Valid 1 2 3 4 5 Total 14 43 21 7 4 89 Percent 15.7 48.3 23.6 7.9 4.5 100.0 Valid Percent 15.7 48.3 23.6 7.9 4.5 100.0 Cumulative Percent 15.7 64.0 87.6 95.5 100.0
Table.3.8
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents would like bharti airtel customer service exceed expectations is frequently With frequency 43 and percent 48.3.
22
Statistics Q6 N Valid Missing
89 0
To what extent does AIRTEL customer service exceed expectations Frequency Valid 1 2 3 4 5 Total 15 36 22 12 4 89 Percent 16.9 40.4 24.7 13.5 4.5 100.0 Valid Percent 16.9 40.4 24.7 13.5 4.5 100.0 Cumulative Percent 16.9 57.3 82.0 95.5 100.0
Table.3.9
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents is give bharti airtel expectations to great extent with frequency of 36 and the percent of 40.4
23
89 0
How likely would you be to recommend AIRTEL customer service to a friend or colleague Frequency Valid 1 2 3 4 5 Total 18 50 12 7 2 89 Percent 20.2 56.2 13.5 7.9 2.2 100.0 Valid Percent 20.2 56.2 13.5 7.9 2.2 100.0 Cumulative Percent 20.2 76.4 89.9 97.8 100.0
Table.3.10
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number of respondents is recommend bharti airtel customer service to a friend or colleague likely with frequency 50 and the percent 56.2
24
89 0
How satisfied are you with network Frequency Valid 1 2 3 4 5 Total 20 51 13 2 3 89 Percent 22.5 57.3 14.6 2.2 3.4 100.0 Valid Percent 22.5 57.3 14.6 2.2 3.4 100.0 Cumulative Percent 22.5 79.8 94.4 96.6 100.0
Table.3.11
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number respondents is satisfied with the network of the bharti airtel would like to recommend satisfied with frequency 51 and percent 57.3
25
Q9 N
Valid Missing
89 0
Are you satisfied with AIRTELS new scheme and offers Frequency Valid 1 2 3 4 5 Total 17 45 14 8 5 89 Percent 19.1 50.6 15.7 9.0 5.6 100.0 Valid Percent 19.1 50.6 15.7 9.0 5.6 100.0 Cumulative Percent 19.1 69.7 85.4 94.4 100.0
Table.3.12
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number respondents is satisfaction with airtels new scheme and offers would recommend satisfied with frequency of 45 and the percent 50.6
26
89 0
Would you like to use the option of AIRTELS portability service Frequency Valid 1 2 3 4 5 Total 11 41 15 8 14 89 Percent 12.4 46.1 16.9 9.0 15.7 100.0 Valid Percent 12.4 46.1 16.9 9.0 15.7 100.0 Cumulative Percent 12.4 58.4 75.3 84.3 100.0
Table.3.13
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number respondents is recommend the portability services of bharti airtel likely with frequency of 41 and the percent is 46.1
27
89 0
AIRTEL provides good call rate service Frequency Valid 1 2 3 4 5 Total 16 43 17 10 3 89 Percent 18.0 48.3 19.1 11.2 3.4 100.0 Valid Percent 18.0 48.3 19.1 11.2 3.4 100.0 Cumulative Percent 18.0 66.3 85.4 96.6 100.0 Table.3.14
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number respondents is recommend the call rate services of the bharti airtel agree with the frequency of 43 and the percent is 48.3
28
89 0
How satisfied are you with AIRTEL internet service Frequency Valid 1 2 3 4 5 Total 22 42 19 3 3 89 Percent 24.7 47.2 21.3 3.4 3.4 100.0 Valid Percent 24.7 47.2 21.3 3.4 3.4 100.0 Cumulative Percent 24.7 71.9 93.3 96.6 100.0 Table.3.15
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that more number respondents is clearly says satisfied with the bharti airtel internet services with frequency is 42 and the percent is 47.2
29
89 0
Occupation Frequency Valid 1 2 3 Total 52 26 11 89 Percent 58.4 29.2 12.4 100.0 Valid Percent 58.4 29.2 12.4 100.0 Cumulative Percent 58.4 87.6 100.0 Table.3.16
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the question. The table shows frequency with percentage and cumulative percent. It is clear that number respondents under business, occupation are 15 percent difference in frequency i.e. 26, 11 respectively. But respondents under student are more it can say this group is dominating the other two, with a frequency value of 52 and percent is 58.4 which is almost twice value than other two.
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89 0
Gender Frequency Valid 0 1 Total 37 52 89 Percent 41.6 58.4 100.0 Valid Percent 41.6 58.4 100.0 Cumulative Percent 41.6 100.0 Table.3.17
Interpretation:
From the above figure and table it is clear that respondents are more under male i.e. frequency of 52, percent is 58.4. And female are 37, percent is 41.6.
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Income Frequency Valid 1 2 3 4 Total 51 20 14 4 89 Percent 57.3 22.5 15.7 4.5 100.0 Valid Percent 57.3 22.5 15.7 4.5 100.0 Cumulative Percent 57.3 79.8 95.5 100.0
Table.3.18
Interpretation:
From the above table and graph shows it is clear that the income level of the respondents <10000 are more comparing to other three income range
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3.2 Cross Tabulation Chi Square Test Customer service exceed expectations v/s Gender
Case Processing Summary Cases Valid N Percent Expectations*gender 89 100.0%
Missing N 0
Percent .0%
Total N 89
Percent 100.0%
Expectations * gender Cross tabulation Count female 5 13 12 6 1 37 Gender Male 10 23 10 6 3 52 Total 15 36 22 12 4 89
expectations to very great extent to great extent to some extent to little extent to very little extent Total
Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 3.189a 3.202 .691 89 Df 4 4 1 Asymp. sided) .527 .525 .406 Sig. (2-
a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 1.66. Table.3.19
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Interpretation:
The above table and chart shows cross tabulation of personal and gender reveals that Males have feel customer service exceed expectations to great extent which higher than female and the chi-square value is 3.189 and the livelihood ratio value is 3.202.
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Cross tabulation of network and income
Case Processing Summary Cases Valid N Percent Network* income 89 100.0%
Missing N 0
Percent .0%
Total N 89
Percent 100.0%
Network and income Cross tabulation Count <10000 11 30 7 1 2 51 Income 10000-20000 20000-30000 7 2 9 9 3 2 0 1 1 0 20 14 Total >40000 0 3 1 0 0 4 20 51 13 2 3 89
network very satisfied Satisfied Neutral dissatisfied very dissatisfied Total
Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 6.806a 8.102 .070 89 Df 12 12 1 Asymp. Sig. (2-sided) .870 .777 .792
a. 15 cells (75.0%) have expected count less than 5. The minimum expected count is .09. Table.3.20
35
Interpretation:
The above table and graph shows the cross tabulation of customer satisfaction on the airtel network over income levels of respondents. The table shows that respondents with an income range <10,000 are satisfied on the above statement and the income range of >40,000 are not strongly agree on it. Chi-square value is 6.806, likelihood ratio is 8.102
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3.3 Statistical Tool
3.3.1 ANNOVA
Factor: Gender
ANOVA Sum of Squares Customer service Between Groups Within Groups Total Technical product Between Groups training courses Within Groups Total Documentation Between Groups Within Groups Total Network Between Groups Within Groups Total .218 51.738 51.955 .001 57.010 57.011 .458 76.104 76.562 .011 67.584 67.596 Df 1 87 88 1 87 88 1 87 88 1 87 88 Table.3.21 .011 .777 .015 .904 .458 .875 .523 .471 .001 .655 .001 .972 Mean Square .218 .595 F .366 Sig. .547
Interpretation:
The above table shows the anova of factor gender with the customer service, technical product training courses, documentation and the network of airtel documentation shows less significance with 0.471 and technical product training courses shows more significance with 0.972.
37
Factor: Income
ANOVA Sum of Squares Portability Between Groups Within Groups Total Call rate Between Groups Within Groups Total Internet Between Groups Within Groups Total New scheme or Between Groups offers Within Groups Total 4.347 136.462 140.809 3.302 86.585 89.888 1.694 76.688 78.382 5.953 df 3 85 88 3 85 88 3 85 88 3 1.984 1.809 .152 .565 .902 .626 .600 1.101 1.019 1.081 .362 Mean Square 1.449 1.605 F .903 Sig. .443
93.238 99.191
85 88
1.097
Table.3.22
Interpretation:
The above table shows the anova with the factor income and portability, call rate, internet, and the new scheme or offers of the airtel and new scheme or offers shows less significance with 0.152 and internet has more significance with 0.600.
38
Correlations Between customer service and Gender

Descriptive Statistics Customer service Gender Mean 2.02 .58 Std. Deviation .768 .496 N 89 89
Correlations Customer service Gender Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Customer service 1 89 -.065 .547 89 Gender -.065 .547 89 1 89
Table.3.23
Between Network and income

Descriptive Statistics Mean Network 2.07 Income 1.67 Correlations Network Network Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 89 .028 .794 89 .028 .794 89 1 89 Table.3.24 Income
Std. Deviation .876 .902
N 89 89
Income
Interpretation:
The above table shows the correlations of the gender and the service and the network and the income of the respondents service clearly shows negative value of Pearson correlation with -.065 and the network shows positive Pearson correlation with the value .028.
39
REGRESSION
Variables Entered/Removedb Model Variables Entered
Variables Removed
Method Enter
1 Incomea . a. All requested variables entered. b. Dependent Variable: expectations
Model Summary Model R
R Square
Adjusted R Square -.004
Std. Error of the Estimate 1.069
1 .089a .008 a. Predictors: (Constant), gender
ANOVAb Model 1
Sum of Squares
df 1 87 88
Mean Square .787 1.143
F .688
Sig. .409a
Regression .787 Residual 99.438 Total 100.225 a. Predictors: (Constant), Gender b. Dependent Variable: expectations
Coefficientsa Model
Unstandardized Coefficients Std. Error .176 .230
B 1 (Constant) 2.595 Gender -.191 a. Dependent Variable: IJ
Standardized Coefficients Beta -.089
Sig.
14.762 -.830
.000 .409 Table.3.25
Interpretation:
The above table shows the regression of expectations of customers and the gender of respondents anova shows the positive significance value with .409 and the coefficient of regression have .000 is the significance value in regression.
40
T-Test
Paired Samples Statistics Mean Pair 1 Portability Gender 2.70 .58
N 89 89
Std. Deviation 1.265 .496
Std. Error Mean .134 .053
Paired Samples Correlations Pair 1 Portability & gender N 89 Correlation -.022 Sig. .836
Paired Differences Mean Std. Deviation Std. Error 95% Confidence Mean Interval of the Difference Lower Pair 1 Portabilitygender 2.112 1.369 .145 1.824 Upper 2.401
df
Sig. (2tailed)
14.559
88
.000 Table.3.26
Interpretation:
The above table shows one simple t-test of variable portability service and the gender. Mean & std deviation have positive value and correlation has negative value with -.22 confidence interval of the difference is lower is 1.824 and upper is 2.401 and the significance 2 tailed is .ooo.
41
T-TEST Between Documentation and Income
Paired Samples Statistics Mean Pair 1 Documentation 2.25 Income 1.67 N 89 89 Std. Deviation .933 .902 Std. Error Mean .099 .096
Paired Samples Correlations N Pair 1 Documentation & Income 89 Correlation .070 Sig. .516
Paired Samples Test Paired Differences Mean Std. Deviation Std. Error Mean 95% Confidence Interval of the Difference Lower Upper .309 .837 4.320 T df Sig. (2tailed)
Pair 1
DocumentationIncome
.573
1.251
.133
8 8
.000
Table.3.27
Interpretation:
The above table shows one simple t-test of variable documentation and the income of the respondents mean and std deviation have positive value with 2.25 and .933. confidence interval of the difference lower has .309 and upper has .837 and the significance of 2 tailed has .000.
42
HYPOTHESIS
Interpretation:
Table-28
The above table shows the hypothesis of different variables its clearly shows .05 is the significance level of the hypothesis in the above table occupation and the income of the respondents have more value than significance level with 0,138 and .889 and the remaining hypothesis of the other variables have less than significance level if the significance level is more than .5 is accept the null hypothesis (H0) and the significance level is more than .5 is reject the alternative hypothesis (H1) in the different variables.
43
CHAPTER-4
FINDINGS AND SUGGESSIONS
FINDINGS:
Following are our few findings during the project tenure:-
1. Airtel enjoys high market share with improved customer satisfaction front.
2. Many people have an image about airtel that they have some hidden cost and have confusing plans.
3. Airtel faces major competition in the field Vodafone, Idea and trusted brand Reliance.
4. Airtel in comparison to its competitive brands has a good market image but due to some server problem has let it down.
5. From the data collected Bharti Airtel is given preference by customer because of the network connectivity.
6. Airtel advertisements are more attractive.
44
SUGGESSIONS:
i.
Airtel should focus on the server down problem. So as to enable its customer a smooth and uninterrupted services such that free flow of services. Airtel should also focus on improving its IMAGE in the fast paced market competition. It should display hoardings at the places where the footfall is high like metros, bus stands mall etc. Airtel should better up with their network and connectivity problems so as to maintain their hold in the market, as it is a service not a product. Airtel should focus on more PROMOTION tactics to increase its brand perception. They should display proper advertisement boards, hoardings, in order to increase the image of the company in the minds of the consumer. It should have a proper complaint BOXES, at their respective outlet where they can focus on customer demands and needs. The Company should assure of proper supply of recharge vouchers cards to its distribution networks, so that they can provide it to the customers on time. Airtel should make a different cell for customer satisfaction, where in the people so employed can personally look after their complaints, rather than waiting for the channel member to do the same. The tariff plans should not be complex, but should be very easy to explain to the customer by the FOS (feet on street). The FOS should have proper knowledge e about the schemes provided by the company so that they can convey the right message to the customer base politely.
ii. iii. iv.
v.
vi.
vii.
viii.
ix.
x.
Hence working on above-mentioned recommendations can help airtel to gain more market share and further strengthen their hold on positioning in the minds of the customers. Last but not the least; Airtel is a major player in the market as they are providing lucrative schemes with excellent margins.
45
CHAPTER-5
CONCLUSION
1. Regarding source and awareness news papers media plays wider role in creating awareness. The awareness is also created through hoarding monthly magazines and mailers. In some cases word of mouth and sale persons are also are acting as sources of awareness. 2. It is concluded that most of the respondents are satisfied about the service of Airtel. 3. Most of the customers are not satisfied with air time charges. 4. The connectivity (strength of signal) in rural areas is not at all accessible. 5. It is concluded from the analysis even after the successful completion of six month usage / service still some of the customers are not aware of value added service offered by the company or do not know how to use them. 6. Quality of service and the ability to attract and retain customers dictate the success or failure of nextgeneration communications service providers. 7. Company should think to launch the product according to the needs of customers to satisfy them. 8. They should also think for searching new space or we can say either creating a new blue space to sustain their growth in long run. 9. The most important determinant for consumers are price and sacrifice perception (monetary and nonmonetary sacrifice), which in perception. 10. To this effect-Mobile service has experienced the negative attributes of not being customer focused and realizes that quality is an attribute that creates customer satisfaction profitably. Therefore quality must be fused with all resources channelled towards their customers.
46
CHAPTER-6
BIBLIOGRAGHY
WEBSITES: www.bhartiairtel.com www.google.com www.ebscohost.com www.googleschlor.com
47
ANNEXTURES QUESTIONNAIRE
1.
Please rate AIRTEL customer service overall. Excellent Good Average Fair Poor
2.
Please rate AIRTEL technical product training courses overall. Excellent Good Average Fair Poor
3.
Please rate AIRTEL documentation overall. Excellent Good Average Fair Poor
4.
What did you like & dislike most about AIRTEL customer service .Please rank based on your Preferences. Support Documentation Technical product training courses Service
5.
How often does AIRTEL customer service exceed expectations? Very frequently Infrequently frequently Very Infrequently Not Sure
6.
To what extent does AIRTEL customer service exceed expectations? To very great extent To little extent to great extent to very little extent To some extent
48
7.
How likely would you be to recommend AIRTEL customer service to a friend or colleague? Very likely Not likely Likely Never Neutral/Not sure
8.
How satisfied are you with network? Very satisfied Dissatisfied Satisfied Very Dissatisfied Neutral
9.
Are you satisfied with AIRTELS new scheme and offers? Very satisfied Dissatisfied Satisfied Very Dissatisfied Neutral
10.
Would you like to use the option of AIRTELS portability service? Very likely Not likely Likely Never Neutral/Not sure
11.
AIRTEL provides good call rate service. Strongly agree Disagree Agree Strongly Disagree Neutral
12.
How satisfied are you with AIRTEL internet service? Very Satisfied Dissatisfied Satisfied Very Dissatisfied Neutral
13. Occupation: 14. Gender: 15. Income: Male <`10,000 Female `10,000-`20,000 `20,000-`30,000 >`40,000

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