TABLE OF CONTENTS

Title Page Bonafide Certificate Declaration Acknowledgement 1 2 3 4

Chapter 1 Industry and company profile Industry profile Company profile -AIRTEL logo -Bharatis vision -Bharatis Mission 1.2.1 Network of AIRTEL 1.2.2 AIRTEL broadband 1.2.3 Organizational structure 1.2.4 Promotional strategies 1.2.5 AirTel: Appropriating the value of 'expression' 1.2.6 Milestone of Company 1.2.7 Awards Chapter 2 Review of Literature 2.1 2.1(a) 2.1(b) 2.2 2.3 Review of Literature what is customer satisfaction why is it important Objectives Limitations 1.1 1.2 10 13 14 15 16 16 18 23 24 25 29 32 34 34 35 36 38

Chapter-3 Research Methodology 3.1 Research Methodology 39

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3.1 3.2 3.3 3.4

Research Design Sampling Design/Techniques Data collection methods Statistical tools used

39 40 40 42

Chapter 4 Analysis and Interpretation 4.1 4.1.1 4.1.2 4.1.3 4.1.4 Analysis and Interpretation Table and chart showing the opinion on signaling at their area Table and chart showing the opinion on customer care services Table and chart showing the opinion on customer care employees response to customers questions Table and chart showing whether customers use INTERNET services 4.1.5 Table and chart showing opinion on INTERNET services 4.1.6 Table and chart showing number of times customers log into internet per day 4.1.7 4.1.8 Table and chart showing rating for internet speed Table and chart showing Maximum recharge per month 4.1.9 Table and chart showing whether offers are used by customers 4.1.10 Table and chart showing offers used by customers 51
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42 42 43 44 45

46

47

48 49

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4.1.11 Table and chart showing opinion on offers used by customers 4.1.12 Table and chart showing up to date with current offers 4.1.13 Table and chart showing whether they used other network Connection other than AIRTEL 4.1.14 Table and chart showing opinion on AIRTEL compared to other connection

52

53 54

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Chapter-5 Findings, Suggestions & Conclusion 5.1 5.2 5.3 Findings Suggestions Conclusion 57 58 59

Annexure -Questionnaire Bibliography

60 61 64

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CHAPTER-1 INDUSTRY & COMPANY PROFILE

1.1 INDUSTRY PROFILE: Indian mobile telephony market is increasing day by day and there is more To happen with technological up gradations occurring nearly every day and the ever-increasing demand for easier and faster connectivity, the mobile telephony market is expected to race ahead India has a fast-growing mobile services market with excellent potential for the future. With almost five million subscribers amassed in less than two years of operation, India's growth tempo has far exceeded that of numerous
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other markets, such as China and Thailand, which have taken more than five years to reach the figures India currently holds. The number of mobile phone subscribers in the country would exceed 50 million by 2005 and cross 300 million by 2010, according to Cellular Operators Association of India (COAI). According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such growth rates can be greatly attributed to the drastically falling price of mobile handsets, with price playing a fundamental role in Indian subscriber requirements. Subscribers in certain regions can acquire the handset at almost no cost, thanks to the mass-market stage these technologies have reached internationally. The Indian consumer can buy a handset for $150 or less. This should lead to increased subscribership. This market is growing at an extremely fast pace and so is the competition between the mobile service providers. With the presence of a number of mobile telephony services providers including market leaders like Airtel, Reliance, Idea Cellular, Tata Indicom, Spice Communications etc who are providing either of the two network technologies such as Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). In cellular service there are two main competing network technologies: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to choose the preferable network technology for his needs. Global System for Mobile Communications (GSM) is a new digital technology developed by the European community to create a common mobile standard around the world. It helps you achieve higher sall capacity and better speech quality and one can enjoy crystal clear reception on ones
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mobile phone. It automatically solves the problem of eavesdroping on ones calls. Code Division Multiple Access (CDMA) describes a communication channel access principle that employs spread spectrum technology and a special coding scheme (where each transmitter is assigned a code). It is a spread spectrum signaling, since the modulated coded signal has a much higher bandwidth than the data being communicated. CDMA is the current name for mobile technology and is characterized by high capacity and small cell radius. It has been used in many communication and navigation systems, including the Global Positioning System and the omnitracs satellite system for transportation logistics. The Companys wireless network runs on a GSM technology. The mobile telephony services providers Airtel, Vodafone (Formerly Hutch), have been competing aggressively for their market share with MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has only become more tough. With major market share in the hands of the likes of Reliance, Airtel, Vodafone (Formerly Hutch), Idea Cellular the others have been finding it difficult to compete in the market. The Telecom Regulatory Authority Of India (TRAI) has been playing an important role in keeping a watch on these existing players and bringing new environment as well as policies and reforms for these Mobile Telephony Service Providers and permitting them to provide mobile telephony services including permission to carry its own long distance traffic within their service area without seeking an additional license. TRAIs mission is to create and nurture conditions for the growth of telecommunications including broadcasting and cable services in the country in a manner and at a pace which will enable India to play a leading role in the emerging global information society. The service providers are
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free to provide, in its service area of operation, all types of mobile services including voice and non-voice messages, data services and PCOs. The Operators would be required to pay a one-time entry fee. The basis for determining the entry fee and the basis for selection of additional operators would be recommended by the TRAI. Apart from the one time entry fee, operators would also be required to pay license fee based on a revenue share. It is proposed that the appropriate level of entry fee and percentage of revenue share arrangement for different service areas would be recommended by TRAI in a time-bound manner. The spectrum policy has also been seen by TRAI for awarding Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA) licenses to the different operators.

1.2 Company Profile

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) 1) mobile services 2) broadband and telephone services (B&T) 3) enterprise services The Mobile services group provides GSM mobile services across India in 23
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telecom circles, while B&T business group provides broadband & telephone Services in 94 cities. The Enterprise Services group has two sub-units carriers (long distance services) and services top corporates. All these services are provided under the AirTel brand Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. A consortium of giants in the telecommunication business. In it's six years of pursuit of greater customer satisfaction, AirTel has redefined the business through marketing innovations, continuous technological up gradation of the network, introduction of new generation value added services and the highest standard of customer care. Bharti is the leading cellular service provider, with an all India footprint covering all 23 telecom circles of the country. It has over 25million satisfied customers. Cellular telephony was introduced in India during the early 1990s. At that time, there were only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered only post-paid services. Initially, the cellular services market registered limited growth. Moreover, these services were mostly restricted to the metros. Other factors such as lack of awareness among people, lack of infrastructural facilities, low standard of living, and government regulations were also responsible for the slow growth of cellular phone services in India. Although the cellular services market in India grew during the late 1990s (as the number of players increased and tariffs and handset prices came down significantly) the growth was rather marginal. This was because the cellular service providers offered only post-paid cellular services, which were still perceived to be very costly as compared to landline communications.
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Following this realization, the major cellular service providers in India, launched pre-paid cellular services in the late 1990s. The main purpose of these services was to target customers from all sections of society (unlike post-paid services, which were targeted only at the premium segment). The Airtel Logo The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn wordmark. The Airtel Image style It incorporates two solid, red rectangular forms whose counterform creates an open doorway. The Airtel Typographical style The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation.. The words 'Express Yourself' are very much part of the brand identity. Board of Directors The board of directors of the Company has an optimum mix of executive and non-executive directors, which consists of two executive and thirteen nonexecutive directors. The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an Executive Director and the number of Independent Directors on the Board is 50% of the total board strength. The independence of a director is determined on the basis that such director does not have any material pecuniary relationship with the Company, its promoters or its management, which may affect the independence of the judgment of a Director. The board members possess requisite skills, experience and expertise required to take decisions, which are in the best interest of the Company.
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The composition of the Board is as under: Sunil Bharti Mitta l Rajan Bharti Mitta l Akhil Gupta Rakesh Bharti Mitta l Chua Sock Koong N. Kumar Kurt Hellstrom Donald Cameron Paul O'Sullivan Pulak Chandan Prasad Bashir Abdulla Currimjee Ajay La l Arun Bharat Ram Francis Heng Bhartis Vision By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses 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 Bhartis Mission To be globally admired for telecom services that delight customers. We will meet global standards for telecom services that delight customers through:
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 Customer Service Focus Empowered Employees Cost Efficiency Unified Messaging Solutions Innovative products and services Error- free service delivery 1.2.1 Network of Airtel Cellular Service Airtel Completes Its 23 Circle All India Footprint Airtel now connects India from the Indus to the Indian Ocean and from Sabarmati to the Brahmaputra on a network of more than 10,000 base stations with cumulative investments of more than Rs. 16,000 crores. Internet infrastructure Our Internet backbone involves state of the art high-end routers and switches as maydeployed on the best networks across the world to offer you reliable service of unmatchedquality. Three years back we had established satellite based gateway for internet access. This was the first gateway by a private operator. Now we have established our fibregateway on Network i2i, first private submarine cable owned by us and SingTel. Fixed line infrastructure Our high quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu, Karnataka, Madhya Pradesh and Chahattisgarh ,intensively covers the most prominentcommercial and business districts in the country. We provide the power of last mile fixedline network to bring end-to-end voice and data solutions. Long distance infrastructure
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Our 25,000 km advanced fibre-optic cable long distance network covers India's top 200cities. And it powers the services of India's leading private telecom service providers -cellular, fixed line and internet through Our Long Distance Services. Submarine cable We have partnered with SingTel to create the world's largest submarine cable system- Network i2i with 8.4 Tbps capacity. This 3200 km undersea cable structure stretches from Chennai to Singapore and thereon to Tier-1 carriers on SingTel's capacity on 175,000 km of cables. The huge capacity on network i2i is distributed locally in India through our 25,000 km of advanced fibre-optic domestic long distance backbone, providing unprecedented capacity, speed & reliability. Technology In no other service or business technology is such a major factor. Sales and marketing arefutile without a sound technological base. Hence we analyze AirTel on the basis of thisparameter. Technological facets in cellular services are explained and the level of expertise of bothplayers stated. Call set up time This is the time that it takes a user to get connected after the completion of the dialingprocess. Presently 8-30 seconds is considered normal set-up time. AirTels call set up time is generally within this range. Capacity Call congestion This is the quality of getting calls through even in high user density areas. AirTel provides better customer satisfaction.

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This will enable them to increase their customer base leading to increased revenues inthe future.Voice Quality and Coverage It is the clarity of transmission. In city centers this quality is not difficult to maintain.However it becomes very important when the transmission is being directed to or fromunder ground locations, from behind tall building and structures, narrow and congestedcity interiors. AirTel provides better quality in the above mentioned. The reason for this is the betterinfrastructure and technology. 1.2.2 AIRTEL BROADBAND Bharti Televentures is the fixed line operator business of Airtel. In the recent branding exercise, all the services have been offered under the Airtel brand. Data is the next driver for growth. This is clear to the operators who have belatedly realized the implications for having a pie in all the segments of telecommunications. Hence Bharti ventured in the broadband market. However, the main contention in the broadband market is the price offering which includes the bandwidth costs as well as the cost of laying down the copper wire. Typically, in the mentality of the profit making exercise, Airtel has so far focused only in those areas where it perceives that a huge market is present. However, I still hold that their thrust should be in smaller towns and cities where BSNL would ultimately usurp their potential customer base. It seems that their fancily paid MBAs havent really understood the success of BSNL who focused on the B and C class cities where it has drawn unparalleled support despite the lousy customer experiences. This is because of the absence of any other operator. The current offerings by Airtel does not really enthuse a potential customer who is looking at sustained data transfer. It is the classic case of having something better than nothing.
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Add to the lousy customer care that Airtel is slowly perfecting, it is staffed with people who usually land up in their jobs with little idea of their job profile. The socalled Tech engineers have often been unable to help a customer who is facing issues with the connectivity. Airtel Broadband is powered by DSL technology DSL provides blazing-fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right through a regular telephone line, data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. Instant Access Digital Subscriber Line (DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analogue phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download, will now take just seconds or minutes. Experience Multimedia With DSL Internet Service you can download graphics-heavy files, large documents, software, photos, email attachments, and more, instantly. It's perfect for real-time interactive multimedia, broadcast quality video, distance learning, and video-on-demand. And because DSL Internet Service sends data and voice over the same line, you can talk on the phone while you are online. Never Wait! It's also a service that you don't have to dial into. Just turn on your PC, open a browser, and you're ready to surf. (No more hearing those annoying beeps and tones, then waiting to be connected. You're always connected whenever
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you wish to!). Beyond Internet access, DSL also has the ability to carry additional phone lines and entertainment services using the same pair of wires. High-speed Internet access through DSL, changes your Internet experience perceptibly.

Services
Airtel brings you a host of exciting features ranging from facilities like Online tests, In touch and Video Surveillance Solutions to trouble shooting devices like, Net Expert and Web Jockey.
Video Surveillance Solutions Airtel allows you to control your

business, 24x7. Observe your office, warehouse, shop and staff from your PC, from anywhere and all the time.
In touch Airtel allows you to create and share your precious moments

with your loved ones with In Touch. Its a great way to reach out to your loved ones who are far away.
NetXpert - NetXpert, Indias first ever automated Broadband care

technology which provides immediate solutions for Internet connectivity related problems.
Online Tests - Airtel Broadband Services and TCY Online offer you

online competitive tests for GRE, GMAT, SAT and MBA, from the comfort of your home.
WiFi - Wifi is a wireless technology brand by the Wifii Alliance that

gives you a host of fantastic advantages ranging from reliability to security. The simple installation procedure gives you access to unsurpassed performance instantly.

Wireless Internet
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Wireless Internet includes : 1. Data Card 2. Usb Modem

Data Card
Airtel Data Card is the superior PC Data Card solution which delivers wireless internet capabilities to laptops and notebooks, by providing EDGE and GPRS technologies in a single PC Card package. On an EDGE network, Airtel Data Card enables connection to the Internet using EGPRS. In areas where EDGE services are not available, the Airtel Data Card still enables reliable and secure data connections over GPRS. Airtel Data Card opens up the true world of wireless internet and is an ideal companion for a mobile professional, enabling Internet, Email, and Office applications with real-time secure VPN access to corporate applications whilst on the move. Anytime, Anywhere Connectivity! Features
Quad-band radio card suitable for use on EGRPS/GPRS/GSM networks

worldwide PTCRB compliant. Compatible with most notebooks providing a Type II PC-Card slot and utilizing Microsoft Windows Operating Systems. Supports IPSec client software for end-to-end secure corporate data exchange and synchronization over VP.
NDIS compatible.

Usb Modem
Airtel USB Modem is the superior PC solution delivering wireless internet capability to laptops and notebooks by providing EDGE and GPRS
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technologies in a single PC Card Package. On an EDGE network. Airtel USB Modem enables connection to the Internet using EGPRS. In areas where EDGE services are not available , the Airtel USB Modem enable reliable secure data connections over GPRS. Airtel USB Modem opens up the true world of mobile wireless internet and is the ideal companion for the mobile professional, enabling Internet and Email whilst on the move. Anytime- Anywhere Connectivity! Features Suitable for use on EDGE/GPRS/GSM networks. EDGE Class 12, GPRS Class 10 External Antennae ETSIAT Command Interface Compatible with Windows 2000, XP Data Interface : USB 2.0 Data, Voice, SMS Phonebook

Benefits
This Remarkable service virtually converts the whole of India in Wireless hot spot. 1.2.3 ORGANIZATION STRUCTURE Partners The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning,
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among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis. Corporate Governance Bharti Airtel Limited firmly believes in the principles of Corporate Governance and is committed to conduct its business in a manner, which will ensure sustainable, capital-efficient and long-term growth thereby maximising value for its shareholders, customers, employees and society at large. Companys policies are in line with Corporate Governance guidelines prescribed under Listing Agreement/s with Stock Exchanges and the Company ensures that various disclosures requirements are complied in letter and spirit for effective Corporate Governance. During the financial year 2003-04, your Company was assigned highest Governance and Value Creation (GVC) rating viz. Level 1 rating by CRISIL, which indicates that the companys capability with respect to creating wealth for all its stakeholders is the highest, while adopting sound Corporate Governance practices.This rating was re-affirmed by CRISIL on April 20,2006 1.2.4 PROMOTIONAL STRATEGY After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular market witnessed a surge in cellular services. By 2005, there were a total of 12 players in the market with the five major players being Bharti Tele-Ventures Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL), Hutchinson-Essar

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limited (Hutch), Idea Cellular limited (Idea) and Reliance India Mobile (RIM) (Refer Exhibit I). All the players except RIM offered services based on the Global System for Mobile (GSM) technology. RIM provided services based on Code Division Multiple Access (CDMA) technology as well as GSM. As competition in the telecom arena intensified, service providers took new initiatives to woo customers. Prominent among these were - celebrity endorsements, loyalty rewards, discount coupons, business solutions and talk time schemes. The most important consumer segments in the cellular industry were the youth segment and the business class segment. The youth segment was the largest and fastest growing segment and was therefore targeted most heavily by cellular service providers. Bharti Tele-Ventures adopted celebrity endorsement as its chief promotional strategy. By 2004 it emerged the unprecedented leader commanding the largest market share in the cellular service market. (Refer Exhibit II). Hutch implemented the celebrity endorsement strategy partially, relying primarily on its creative advertising for the promotion of its brand. BSNL, on the other hand, attracted the consumer through its low cost schemes. Being a state owned player, BSNL could cover rural areas, and this helped it increase its subscriber base. Reliance was another player that cashed on its innovative promotional strategies, which included celebrity endorsements and attractive talk time schemes. Idea, relied heavily on its creative media advertising sans celebrities.

1.2.5 AirTel: Appropriating the value of 'expression'

Over the last couple of years, the market has grown considerably, with deeper penetration and wider usage of voice and data services, accompanied by much
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higher competitive intensity," Atul Bindal, chief marketing officer, Bharti TeleVentures, expands on this. "In this context, differentiating merely on network, coverage and SMS is just not enough. You need to go beyond all the rational identifiers - which are prerequisites in any case - and connect at a deeper level. We needed a strong differentiator in an increasingly commoditized and crowded market. We found this differentiator in a core human truth that defines our category - which is that there are moments when you need to make your point, when you need to be heard. Expressing and communicating are perhaps two of the most basic emotions. AirTel enables you to make your point in the most expressive way, anytime, anywhere. The campaign is towards owning this through 'Express yourself.' We believe 'Express yourself' allows us to connect at a deeper level and create a long-term platform for the brand." For AirTel, the challenge also lay in presenting a unified 'face' to the consumer. This assumes significance when viewed in the light of the company's pre- and postpaid communication, which, in the past, had been treated very differently. Brand image, as a result, was being driven in two different dimensions. "Brand AirTel is a category leader straddling completely different market segments such as consumer, business and corporate, as well as different voice, data and payment platforms," says Bindal. "'Express yourself' enables the brand to unify and connect across the entire base of our existing and prospective customers." One of the most obvious benefits of owning a property such as 'candid expression' (and 'Express yourself') is the expansive nature of the thought. "The moment you have as broad a canvas as 'Express yourself', it becomes easy for anyone working on the brand to come up with new ideas and executions. That's what makes a good campaign idea," observes Rediff's Prashant Godbole, who, along with creative partner Zarvan Patel, conceived the campaign. This is just the proverbial tip of the
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iceberg, Patel adds. "We will be taking the idea forward in many different ways in the forthcoming work," he informs. Patel also credits his creative team for "fleshing out the idea" In October 2002, Magic led the market, with 30% of the market share. Bharti claimed that its strategies were one of the most ambitious experiments ever in the Indian pre-paid cellular telephony market. However, given the increasing competitive pressure, doubts were being expressed regarding the ability of Bharti's marketing initiatives to help Magic retain its 'Magic' in the future

AirTel launches VQE (Voice Quality Enhancer) for the first time in Kolkata
Introducing VQE (Voice Quality Enhancer) for the first time in Kolkata. VQE is a revolutionary new system that spectrally reduces background noise. It eliminates acoustic echo, adjusts speech levels in both directions and does away with low or distorted speech so that every word of your's can be heard clearly, wherever you may be speaking from. The VQE technology has been sourced from Tellabs of USA, world leaders in Voice Quality technology. Some of the prominent GSM operators using Tellabs solution in the world are SingTel, Bell South, Telstra, BT Cell etc. The Tellabs noise reduction technology removes high background noise from the wireless side of the call thus delivering near wireline clear call quality on mobile phones. The Tellabs 3000 series of voice-quality enhancement echo technology also eliminates the complexity of acoustic echo generated by digital mobiles and hands free kits.

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So go ahead. Express yourself and feel the difference on Kolkata's only Non-Stop 2.5G Network

AIRTEL NEWS

Bharti Airtel inks USD 400 million network expansion contract with NOKIA

Bharti Airtel limited: Q2 cash profit exceeds Rs. 1,600 crores, PBT crosses Rs. 1,000 crores.

Bharti Airtel is amongst Indias Most Admired Knowledge enterprises in 2006.

Sunil Bharti Mittal receives The Honorary Fellowship from IETE. Notice of postal ballot for seeking consent of the shareholders on scheme of amalgamation of Satcom Broadband Equipments Limited and Bharti Broadband Limited with Bharti Airtel Limited.

Bharti Airtel to Observe Silent period from October 1, 2006. EXCLUSIVITY BARRIER

RAHMAN TUNE CROSSES AIRTELS

Cellular service provider AirTel seems to have hit the right note with its new commercial starring musician A R Rahman. The commercial which is currently on air has a beat which also doubles up as a ringtone which is ostensibly available only to AirTel users. But the interesting part is that the ringtone is being flaunted not just by AirTel customers but by customers of rival service providers like BPL, Orange and Dolphin as well!

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We did expect the tune to catch up but this has really exceeded our expectations, admits Bharti Cellulars chief marketing officer (western region) Pratik Pota. Overall, he explains, it is a great advertising product for AirTel and works like a walking, talking brand ambassador. The ringtone which is also the jingle for AirTels TV commercial, is proving to be a potent advertising tool for the company. It is not very clear what this means for the other cellular operators. Cellular users have been forwarding the tune to one another, which according to Mr Pota, has given AirTel a chance to enter the mind of the user irrespective of which service he opts for. It gives the user a chance to go back to the AirTel product and acts as a strong reminder medium, he explains. Marketing professionals like Samsika Marketing Consultants managing director Jagdeep Kapoor point to the usage of an audio celebrity as something that is significant. The normal practice is to opt for film stars and sportsmen rather than an audio personality he says. Rivals, though seemingly unfazed by the phenomenon, seem to be doing their own homework on this brand of advertising. While none of them commented on AirTels strategy and its impact on their own subscriber base, one advertising professional working with a rival service provider opines that the tune is transient and not likely to have any long term impact as a brand building tool. Being the latest entrant in the Mumbai circle, AirTel has had to find ways of cutting through the clutter. Says Mr Kapoor, AirTel will have try to find ways to attract new customers and convert the existing ones. Explaining that the usage of

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an audio celebrity was more strategic than tactical, he adds that non-AirTel users will have the AirTel brand experience inspite of not using the service. While Mr Pota highlights the fact that the usage of the tune by other operators means free advertising for AirTel and the users having a positive disposition towards the product, the nature of reaction from competition remains unclear. Competition will not do well to adopt a knee jerk reaction and will have to come out with advertising that is well thought out explains Mr Kapoor. He anticipates a situation where the new entrant (AirTel) will continue to be more aggressive. 1.2.6 MILESTONE OF COMPANY 1 Mobile phone operator, Bharti Airtel, became the first Indian telecom company to serve 50 million customers last month, and is now the worlds tenth largest wireless carrier. 2 Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100 million subscribers by 2010, according to company executives. 3 Our next 50 million will largely come from rural India as our plan is to reach 5,200 census towns and over five lakh villages, covering 96 per cent of the Indian population, said Bharti Airtel president and CEO, Manoj Kohli, at a news conference this week. 4 Bharti Airtel, Indias leading telecommunication services provider, today announced that it had crossed the 50 million customer mark. With this, Bharti Airtel has achieved the distinction of becoming the fastest private telecom company in world to achieve this landmark in a single country - within 143

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months of start of operations. The 50 million customer base covers mobile as well as broadband & telephone customers. 5 Commenting on this major global landmark, Mr. Akhil Gupta, Joint Managing Director, Bharti Airtel said, We are delighted to have achieved this major landmark, which puts Bharti Airtel amongst the top telecom companies in the world. It underlines the strength of our unique business model and our vision to provide affordable services like lifetime prepaid to customers across the length and breadth of the country. I would like to thank our partners for having shared our vision. This milestone highlights the emergence of India as one of the top telecom markets in the world and we are proud to have been at the forefront of this growth. Going forward, we believe this growth momentum will remain intact and we are gearing towards the 100 million customers mark. 6 Bharti Airtel crossed the 10 million customer mark in November 2004. In July last year, it crossed the 25 million customer mark. 7 The company added the next 25 million customers in just 14 months. This is amongst the fastest rate of customer additions by any telecom company in the world. 8 Mr. Manoj Kohli, President & CEO, Bharti Airtel added, This is a very proud moment for us and I would like to thank our 50 million customers for believing in Airtel. It is a tribute to our commitment to provide best-in-class services to our customers and lead the market with exciting innovations. We are committed to create a world-class organization and benchmark it with the best in the world. As the market gets ready for the next wave of growth, we are
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committed to expanding our telecom networks wider and deeper across the country and partner Indias growth story. 9 In the mobile business, Bharti Airtel plans to make considerable investments in Network expansion to establish presence in all census towns and over 500,000 villages across India by 2010, thereby covering 95% of the countrys total population. The companys strategic focus will be on further strengthening the Airtel brand through best-in-class customer service, which is backed by wide national distribution. 10 In the Enterprise business, Bharti Airtel will invest substantially in the long distance business to achieve the scale of a global carrier within next 2-3 years. It is also strengthening the corporate business towards becoming a preferred managed services partner for the top 2000 corporations. In Broadband & Telephone SBU, Bharti Airtel will initiate large-scale deployments of broadband network infrastructure in 94 towns, with a sharp focus on the home and SME segments. It is readying to offer triple play to its customers with the launch of its IPTV service. AirTel has taken the lead on many occasions. It has been the first To launch Cellular service in Delhi on November, 1995. Operator to revolutionalize the concept of retailing with the inauguration of AirTel Connect (exclusive showrooms)in 1995. To expand it's network with the installation for second mobile switching center in April, 1997 and the first in Delhi to introduce the Intelligent Network Platform First to provide Roaming to its subscribers by forming an association called World 1 Network.
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 First to provide roaming facility in USA. AirTel has the largest automatic roaming service "SMART ROAM"- National in 400 cities in India and "SMART ROAM" - International in over 60 countries and 95 networks all over the world. It is also the first company to export its products to the USA. 1.2.7 AWARDS Bharti airtel draws top honors at the mis asia It excellence awards 2006 Bharti airtel among the top 10 best performing Companies in the world according to Businessweek it 100 list. Sunil bharti mittal is the ceo of the year at The frost and sullivan asia pacific awards 2006 And bharti airtel bags wireless service Provider of the year and competitve service Provider of the year.
Bharti tele-ventures is the best Indian Carrier at the telecom asia awards

2006

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CHAPTER-2 REVIEW OF LITERATURE

2.1 Review of Literature
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2.1(a) what is customer satisfaction?

Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customers expectations. Customer satisfaction is one of the main objectives of any organization. Every organization tries to know the customer satisfaction about their products. So a study on customer satisfaction helps the organization as well as me to gain a vast knowledge over the real world tastes and preferences of customer Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. 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. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand, not just a rational preference. The result is high customer loyalty.

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2.1(b) Why is it important? There are a number of reasons why customer satisfaction is important in AIRTEL: Meeting the needs of the customer is the underlying rationale for the existence of community service organizations. Customers have a right to quality services that deliver outcomes. Organizations that strive beyond minimum standards and exceed the expectations of their customers are likely to be leaders in their sector. Customers are recognized as key partners in shaping service development and assessing quality of service delivery. The process for measuring customer satisfaction and obtaining feedback on organizational performance are valuable tools for quality and continuous service improvement.

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2.2 Objectives
The main purpose and objective for this study is To know whether the signal is good in their area To find out if they are satisfied and aware of the services and offers provided To recommend measures for improving the product 2.3 Limitations

The study is restricted only to AIRTEL, Chennai respondents. The view of their other areas is not taken.

Few respondents answer was collected. Respondents concentrated where the customers of AIRTEL only. Since the researcher selected 50 sample size it is not sufficient to cover opinion of entire population. Time duration in conducting the research is very low.

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CHAPTER-3 RESEARCH METHODOLOGY

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3.1 Research Methodology: Methodology is a way to systematically solve the research problem. It may be understand as a science of studying how research is done scientifically. Research Methodology is a step by step study of a problem. involved in the study are: Developing the questionnaire regarding the customer satisfaction of the product Optimum respondents as a sample size are chosen for the activity to resemble the entire population. Get the questionnaire filled by the customers in the place through interview or personal interaction. Analysis of data on computer with special market research statistical package called SPSS. In this research questionnaire is framed in such a way management wants to know how the customers are taking things that they had done to them and to find out the expectation of the customers thus it will impact in policy making of the firm in the current fiscal year. The questionnaire designed had closed question to find the respondents actual feeling as well as their opinion rating about the satisfaction regarding the product. The methodology followed for conducting the study includes the specification of research design, sample design, questionnaire design, data collection and statistical tools used for analyzing the collected data.
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Physical activities

3.1 RESEARCH DESIGN: The research design is the conceptual structure within which research is conducted. It constitutes the blueprint for the collection, measurement and analysis of data. Descriptive research This study is descriptive in nature where the data is collected through well structured questionnaire and from the information taken from the customers. 3.2 Sampling Design/Techniques: Sampling is the process of selecting a sufficient number of elements from the population, so that a study of the sample and an understanding of its properties or characteristics would make it possible for us to generalize such properties or characteristics to the population elements. Sampling design is to clearly define set of objects, technically called the universe to be studied. The sampling design used in this study is probability sampling. Sampling technique used is Simple Random sampling. Population: Population for this research is set as costumers who are using AIRTEL Sample size: The research was conducted in Chennai with 50 respondents.

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3.3Data Collection Methods: Collection of data includes both primary and secondary data. The researcher has collected both of the above data. The data collected constitutes both primary and secondary data. Primary data: Primary datum are collected through observation, direct communication with respondent, and finally by distributing questionnaire to the employees using Random sampling technique the employees are selected to fill the questionnaire. Secondary Data Secondary datum is collected from the official record to obtain informations regarding the rate of absenteeism and the various reasons for absenteeism. 3.4 Statistical Tools Used The main statistical tools used for the collection and analyses of data in this Project are: Questionnaire Bar Diagrams

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CHAPTER-4 ANALYSIS & INTERPRETATION

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4.1 Analysis & Interpretation: The responses of the customers are valued in this analysis to find the satistaction of the product. The percentage analysis gives the percentage of the respondents satisfaction with regards to the various components which drives them to buy the product

Table No.4.1.1:

Table showing the opinion on signaling at their area Frequency Percentage (%) 84 16 100

Good signal Bad signal Total

41 9 50

Chart No.4.1.1:

chart showing the opinion on signal at their area

Interpretation: The table shows that 84% consumers feel that signal of AIRTEL at their area is good, remaining 16% of them feel that signal is not good
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Table No.4.1.2:

Table showing the opinion on customer care services Frequency Percentage (%) 68 20 12 100

Satisfied Not satisfied Never used Total

34 10 6 50

Chart No.4.1.2:

Chart showing the opinion on customer care services

Interpretation: The table shows that 68% of the customers are satisfied with the customer care services, where as 20% are not satisfied and the remaining 12% doesnt use customer care services .

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Table No.4.1.3:

Table showing the opinion on customer care employees response to customers questions Frequency Percentage (%) 70 30 100

Good response Bad response Total

35 15 50

Chart No.4.1.3:

Chart showing the opinion on customer care employees response to customers questions

Interpretation: The table shows that 70% of the customers say that customer care employees response is good, remaining 30% say that the employees response was bad and they were not satisfied

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Table No.4.1.4:

Table showing whether customers use INTERNET services

Frequency Using Not using Total 26 14 50

Percentage (%) 65 35 100

Chart No.4.1.4:

Chart showing whether they are using INTERNET services

Interpretation: The table shows that 65% of the customers use internet remaining 35% dont use internet services

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Table No.4.1.5:

Table showing opinion on INTERNET services Frequency Percentage (%) 60 40 100

Satisfied Not satisfied Total

24 16 50

Chart No.4.1.5:

Chart showing opinion on INTERNET services

Interpretation: The table shows that 60% of the customers are satisfied with internet services remaining 40% are not satisfied with internet services

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Table No.4.1.6:

Table showing number of times customers log into internet Per day

Frequency Once Twice More Not even once Total Chart No.4.1.6: 5 7 14 14 50

Percentage (%) 12 18 35 35 100

Chart showing number of times customers log into internet per day

Interpretation: The table shows that 35% of the customers are log into internet more than once per day,18% twice per day, 12% once per day and the remaining 35% do not use internet services Table No.4.1.7: Table showing rating for internet speed Frequency Percentage (%)
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5 13 9 3 10 Total

12 32 23 8 25

Chart No.4.1.7:

Chart showing rating for internet speed

Interpretation: The table shows that 12% rated 5-star, 32% rated 4-star, 23%rated 3-star,8% using 2-star and the remaining 25%rated 1-star

Table No.4.1.8:

Table showing Maximum recharge per month Frequency Percentage 12

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10-100

100-200 200-300 300-400 400-500 Above 500 Total

17 8 9 5 5 50

34 16 18 10 10 100

Chart No.4.1.8:

Chart showing Maximum recharge per month

Interpretation: The table shows that 34% use 10-100, 16%use 100-200, 16% use 200-300, 18% use 300-400, 10% use 400-500 and 10% use above 500 Table No.4.1.9: Table showing whether offers are used by customers Frequency Percentage (%)

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Used Not used Total

38 11 50

78 22 100

Chart No.4.1.9:

Chart showing whether offers are used by customers

Interpretation: The table shows that 78% of the respondent use offers where as the remaining 22% doesnt use

Table No.4.1.10:

Table showing offers used by customers Frequency Percentage

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STD call cutter Local call cutter ISD call cutter Message offer Songs Others Total

10 11 2 20 5 2 50

20 22 4 40 10 4 100

Chart No.4.1.10:

Chart showing offers used by customers

Interpretation: The table shows that 20 %are using STD call cutter, 22% is using local call cutter, 4% is using ISD call cutter, 40% are using message offer, 10% are using songs and the remaining 4% are using other offers Table No.4.1.11: Table showing opinion on offers used by customers

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Frequency Satisfied Not satisfied Neutral Total 35 7 8 50

Percentage (%) 70 12 16 100

Chart No.4.1.11:

Chart showing opinion on offers used by customers

Interpretation: The table shows that 70% are satisfied with offers, 12% are not satisfied and the remaining 16% is neutral

Table No.4.1.12:

Table showing up to date with current offers Frequency Percentage (%)

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Up to date Not up to date Total

27 23 50

54 46 100

Chart No.4.1.12:

Chart showing up to date with current offers

Interpretation: The table shows that 54 % are up to date with offers and the remaining 46% are not up to date

Table No.4.1.13:

Table showing whether they used other network Connection other than AIRTEL

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Frequency Used Not used Total 29 21 50

Percentage (%) 58 42 100

Chart No.4.1.13:

Chart showing whether they used other network Connection other than AIRTEL

Interpretation: The table shows that 58% used other network connections and the remaining 48% did not use

Table No.4.1.14:

Table showing opinion on AIRTEL compared to other connection

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Frequency Better Not better Total 27 23 50

Percentage (%) 54 46 100

Chart No.4.1.14:

Chart showing opinion on AIRTEL compared to other connection

Interpretation: The table shows that 54% feel that AIRTEL is better compared to other network connection where as the other 46% feel the opposite

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CHAPTER-5 FINDINGS, SUGGESSTIONS & CONCLUSION

5.1 FINDINGS: This chapter deals with the major findings of the study which are as follow Most people fell that AIRTEL signal is good
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 Only half of the people are satisfied with the customer care services 30% of the people are not satisfied with the customer care employees response More than half of the people are satisfied with the Internet services Only very few people say that Internet speed is high A very large number of people get 100-200 recharge per month Most people were aware of the offers provided and many of them are using more than one offer, and most of them are satisfied with the offers. In the offers provided, most of them are using message offer in combination with other offer Up to half of the people had used connections other than AIRTEL But most of the people find that AIRTEL is better than other network

5.2 SUGGESTIONS

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The main objective of every analysis is to find whether the customers are satisfied with the services provided. Following are some of the suggestions given for the improvement of the product and services Most the people are satisfied with the offers provided but still some of them suggested the following for betterment - Local and STD rates should be slashed down further - 1 paisa per min offer should be introduced - Customers feel that compared to other network services offers provided are less - More slash in ISD rates Regarding the internet connection customers feel that the wireless modem provided should be of more speed i.e., they want it to be as speed as the landline modem Even though many people are satisfied with the Network range but people from remote areas of Chennai want improvement in the network connection Customers suggested to improve the customer care services and the response given by the customer care employees should be improved Some suggested that the dialer tune services should be increased

5.3 CONCLUSION:
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In the conclude note of my research I am confident to say that the study gave an opportunity to analyze various factors regarding customer satisfaction. The sample size is very low so it is very difficult concluding it by saying that it is the view of whole population. The time provided for the research is less. I have understood how a research study is to be conducted and prepare a comprehensive report. So on and so forth the study has given me a lot of exposure like meeting and talking with different people.

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ANNEXURE
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Questionnaire AIRTEL -- CUSTOMER SATISFACTION 1. Name: 2. Sex : Female 15-25 Male 25-35 35-45 45-55 55-65 Above 65

3. Age :

4. Address: _____________________________________________________ _____________________________________________________________ 5. Profession: others student Business Pvt.employee Gvt.employee

6. Is AIRTELs signal at your area is good? Yes No

7. Are you satisfied with our customer care services? Satisfied Not satisfied Never used

8. Does our customer care employees respond well for your questions Good response Bad response Never used

9. Do you use Internet services Yes No dont know that internet connection was there Yes No

If yes, are you satisfied with internet services: 10. How many times do you login to internet per day Once twice more not even once

11. Rate the internet speed

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12. Maximum recharge per month 10-100 100-200 200-300 300-400 400-500 Above 500

13. Are you using any offers Yes No

If yes, mark the offers you are using now STD call cutter Message offer Local call cutter Songs ISD call cutter others

14. Are you satisfied with the offers Satisfied Not satisfied Never used

15. Are you update with current offers Yes No

16. Did you use any other network connection other than AIRTEL Yes No

17. Do you feel AIRTEL is better than any other connections Better Not better

18.Any suggestions:_______________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________

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BIBLIOGRAPHY
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Bibliography
Web sites: www.wikipedia.com http://managementhelp.org/customer/satisfy.htm http://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home http://www.customersatisfaction.com/ http://www.markosweb.com/www/airtel.in/ http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction. html

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