INTRODUCTION

CORPORATE NAME BUSINESS GROUP CHAIRMAN AND MANAGING DIRECTOR COMPANY SECRETARY INDUSTRY REGISTERED OFFICE : Mr. Sunil Bharti Mittal : Mr. Narendra Gupta :Telecommunication Service : Qutab Ambience ( At Qutab Minar) H- 5 / 12 New Delhi -110030, India . BSE TELEPHONE NO : BHARTI : 51666000 / 51666001 / 516660002 FAX WEB SITE : 91- 11- 51666011 / 12 : www.bhartiteleventures.com : Bharti Airtel Ltd : Bharti group

Company Profile
Sunil Bharti Mittal or SBM as he is called, has at the age of 43 created a Telecom Giant in India. It has risen from humble beginnings in 1970s as a bicycle parts manufacturer, knitwear and stainless steel utensils in Ludhiana, Punjab state. Together with other foreign companies he has raised $ 1.5 billion of which $ 800 million is still in the bank. Bharti happens to be Indias premier telecom company in the field of telecom terminals and technology tie ups with world leaders like Siemens, Goldstar, Tatacom and Casio. It is the first company in India to export telephones to U.S.A and has finalized plans to manufacture GSM terminals in India. The success story of Bharti Enterprises can be acknowledged from the fact that Bharti has acquired 44% of stake of British Telecom, which was up till now one of the partners with Bharti Enterprises for $140.2 joint venture. The transaction was worth 100 million pounds. Bharti Enterprises controls about 20 % of the Total Telecom market in India. As he puts it, it was a mixture of Vision, good luck and hard work by a team of about 10 12 senior people. The early beginnings in 1985 were in manufacturing telephone handsets They did not have the expertise to do telephone exchanges, jelly -filled cables had become a commodity and their capital investment was high.

Bharti Airtel Limited ,

BHARTI AIRTEL LIMITED, a part of Bharti enterprises, is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into two main strategic business groups - the Mobility Leaders business group and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the airtel broad band. Bharti Airtel Limited is one of Indias leading private sector providers of telecommunications services with an aggregate of over 23.29 million customers as of end of May 08, consisting of more than 21.86 million mobile customers. The Company was the first private operator to provide mobile services in all the 23 circles in India. The Company also provides telephone services and Internet access over DSL in 15 circles. The Company complements its mobile, broadband & telephone services with national and 3

international long distance services. The Company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The Company is parts of the consortium, which jointly owns and has developed the next generation undersea, cable system SEA-ME-WE-4. The Company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs , ISP and international bandwidth access through the gateways and landing station group has two sub-units - carriers (long distance services) and services to corporate . All these services are provided under the Airtel brand. Airtel comes to you from Bharti Airtel Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises

Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA.

INVESTOR RELATIONS

Creating value for our customers, employees, investors, partners, vendors and the society at large lies at the root of our fundamental business strategy. Our core principles of trust and transparency have come a long way in helping us develop and nurture long-term relationships with our key stakeholders. Our performance exudes from our belief in and commitment to the telecom sector; and translates into creating innovative exciting opportunities for one and all.

Sunil Bharti Mittal Chairman & Managing Director since October 2001 Board director since: July 1995 Age: 49 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel Limited (Bharti), Indias largest private integrated telecom player. The company has nearly 20 million customers on its well-respected brand AIRTEL. Sunil was one of the first entrepreneurs to identify the mobile telecom business as a major growth area and launched services in the city of Delhi and the National Capital Region in the year 1995. Under his inspiring leadership the company grew organically and inorganically, covering the entire country by providing integrated telecom services. In his personal capacity, Sunil has received several awards such as:

Best Asian Telecom CEO, Telecom Asia Awards 2005 Best CEO, India, Institutional Investor, 2005 Business Leader Of The Year, Economic Times, 2005 Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young Sunil has always been a pioneer. A first generation entrepreneur, he started his first business in 1976 with a capital investment of Rs 20,000. He initially founded a number of trading concerns, and established the first company to manufacture

push button telephones in India. This company is now one of the largest manufacturers of telephones in the world. Apart from his role at Bharti, Sunil holds the position of the Honorary Consul General of the Republic of Seychelles in New Delhi, India. Some of his other roles include being a member of the Prime Ministers Council on Trade and Industry; Co-Chairman of the Indo-British Partnership and a Board Member of the Global GSM Association.

INFORMATION ABOUT AIRTEL BROADBAND

Airtel broadband

Airtel Broadband is powered by DSL technology. DSL provides blazing-fast, secure Internet access and can. Vary from 128Kb to 8Mb per second depending on the type and cost of the service.

DSL Simply put, broadband is a high-speed connection to the Internet that is always on. Broadband is faster than a standard dial-up, enabling you to view web content faster and download files more quickly. Besides being much faster, broadband is more reliable than dial-up due to broad bands digital nature and always on connectivity. With broadband, when you turn on your computer, you're already connected to the Internet and ready to surf at high speeds.

What is DSL? The full form of DSL is Digital Subscriber Line. DSL internet is faster than cable internet. It is a broadband internet connection and files can be uploaded and downloaded quickly. The most important point is that you do not require any new cabling to be connected to DSL internet. You can simultaneously connect through the phone lines for accessing internet and receive

DSL technology Airtel Data Service 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. DSL can be delivered to both homes and to businesses.

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 analog phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download will take just seconds or minutes.

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.

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 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.

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Facilities provided by DSL

Download music Download your favorite songs; listen to radio station around the world. 1. play games online

Play exciting games on internet without the lag time your get with a dial-up connection. challenge other player and make moves at lighting speed with unlimited access. Crackup the excitement with fast response times. Download the latest demo, patch, or even host your own games online.

2. online shopping

Give your entire household the flexibility they need to get life down on-line. Steal great bargains and avail discount online, book tickets, purchase gifts for loved ones with out disconnections, gain shopping benefits such as convenience and time saving, better information and price saving.

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3. movies, videos and more

with DSL you can use high speed connection to take advantage of video clips and sound by the offered on your favorite web sites. watch breaking news. view clips of current event you may have missed. Preview trailers from the latest movies.

4. online education

For distance countries to work around your schedule ,full about to e-education, ezones , employments center academic counseling open up around new world of extended learning education at the fast and easy way.

5. meet new people, chat and e-communities

Meet when you are in the hard to crack with situation or make new friends . DSL ensure you stay connected with new communities around new world of communities and zips you into the world of communities and interaction in chat rooms, bulletin board.

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Features of airtel broadband Power Surfing Reliable & Secure Scalable Instant Connectivity High on Value, Low on Cost Customer Support Talk 'n' Surf

Power Surfing

Whether it is connecting to the net, surfing or downloading heavy files, highspeed Internet access changes your Internet experience. With speeds of upto 512 kbps (@work) and 256 kbps (@home), it's the most advanced broadband experience in India.

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Reliable and Secure

The Airtel Data Services infrastructure and end-to-end digital network of underground copper cable lines ensure an extremely robust connection that eliminate the risk of damage and guarantee a wholly reliable Internet connection. Further, superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet

Scalable

Airtel Data Services offers you a wide range of tariff plan packages that suit your needs; with the flexibility to scale up your connections as your needs and your business grow. The ease of up gradation and the price-performance value in each package makes a Airtel Data Services connection sound business sense

Instant Connectivity

An always-on Airtel Data Services connection means that the Internet is instantly available anytime on your desktop. No more modem connections that seem to

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take forever. No more busy signals and no more sharing of bandwidth with an invisible population.

High on value, low on cost

At a speed of upto 512 kbps, the internet connection of Airtel DSL is approximately 300 times faster than 24.4 Kbps modems, 100 times faster than 56 Kbps modems and 70 times faster than 128 Kbps ISDN. It comes with two builtin static IP addresses to facilitate scalability. You can configure your own mail or web server or even your own mail domain without adding any significant burden to your capital expenditure. Airtel Data Services HOME packages are available for as low as Rs 200/- and the WORK package starts at Rs. 2495/- .

Customer Support

We promise a 24 x 7 customer support service. We try to live up to this promise and realize that the best intentions are sometimes unfulfilled. To help us serve you even better, we look forward to your feedback. Your suggestions for improvement, brickbats and even an occasional bouquet, will only help us realize our promise!

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Talk 'n' Surf

With Airtel Data Services users can talk and surf the internet at the same time, via a single telephone line. Airtel Data Services connection does not block existing telephone lines and allows one family member to use the phone while another surfs the net. No more missed calls and no more fights!

scope

Find the awareness level of the customer In relation to Broadband Airtel Connection provided by Airtel BBTS ?

Satisfaction in relation to Bandwidth of DSL Connection. What type of promotion vehicles use for Airtel Broadband services? What are the potential markets of the Airtel Broadband Connection? Satisfaction level in relation to explanation of Tariff plans schemes.

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Quality of installation work inside. Quality of Information provided by the call center executive. Overall quality of services. Satisfaction in relation to problem was solved.

OBJECTIVE

Customer Satisfaction Level in relation to Broadband Connectivity offered by Bharti Airtel Ltd.

To ascertain reasons of Deactivation of AirTel Broadband connection. To highlight the various dimensions involved in the decision of the customer to disconnect the Airtel Broadband connection.

Awareness of customer. Requirement of customer. Potential market of customer. 17

Customer Satisfaction Bandwidth and speed of the Connection

Research Methodology

Sample Size

: 100 : 77(Male) : 23(Female)

Sampling Method of Data Collection Research Design

: Random Sampling : Questionnaire Method

The design in such studies is rigid and not flexible and must focus attention on the following:

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1) Formulating the objective of the study. 2) Designing the methods of data collection. 3) Selecting the sample. 4) Collecting the data. 5) Processing and analyzing the data. 6) Reporting the findings.

Data Sources: Primary Data was collected through Survey and direct interviews. Done with the those customers which have the Airtel DSL connection. the questionnaire was a good source of primary data. Secondary Data: - several magazines, newspapers, press monitors at AirTel and other secondary sources of data were referred. The Manuals in the organiazation were also consulted. Sampling Unit: -Population Age Group 15-25 25-35 35-45 Above 45 3 52 35 10

Qualification Intermediate 02 19

Graduate Post Graduate Technical

27 38 33

Customer Class Student Professor Businessman Other 38 08 17 37

Analysis of data

Customer Group :

Age Group: 15-25 3% 25-35 52% 35-45 35% % Above 45 10

20

1% 38%

3% 15-25 25-35 35-45 Above45

58%

Gender :

Male 77%

Female 23%

21

77% 80% 60% 40% 20% 0% 1 23% Male Female

22

Qualification :

Intermediate 2%

Graduate 27%

Post graduate 38%

Technical 33%

33%

2%

27%

Intermidiategradu ate Graduate post Graduate

38%

technical

23

Designation :

Student 8%

Professional 17%

Businessman 37%

Other 38 %

38%

8%

17%

37%

student professional bussinessman other

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1. Table for the level of awareness about DSL services Provided By Airtel

Response Yes No

%age 100 0

%age Slice 2 Slice 3 Slice 4

The analysis gives a result that 100% of the DSL subscribers are aware about the DSL technology and services provided by Airtel.

2. Satisfaction level of the subscribers for the bandwidth provided by the Airtel DSL

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Response Excellent Good Average Poor

%age level of satisfaction 16 60 23 01

24%

0% 10%

66%

excellent good average poor

The data analysis gives a positive response about the speed of the websites The table and chart show that maximum subscribers are satisfied with the speed of the surfing via Airtel broadband. A few of extremely happy with the surfing speeds that are approx 512 kbps, while a few gave average response to the speed factor of Airtel. It is notable that none of the DSL subscribers are dissatisfied with the speed of the running websites.

3 Table for the speed of the websites running on

the DSL connection of Airtel

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Response Excellent Good Average Poor

%age Level satisfaction 10 66 24 00

of

24%

0% 10%

66%

excellent good average poor

Airtel is providing a wide range of services via its broadband the analysis of the above data shows that its services are quite up to mark for most of the subscribers. A majority of the subscribers find the services good while 17 % find them at average, only 4 % to the total sample under study found it poor which in itself is quite negligible for such a large network coverages.

4 Table for the satisfaction level of the subscribers in context with the service levels of the provider. 27

response Excellent Good Average Poor

%age of satisfaction level 39 40 17 4

17%

4% 39% excellent good average poor

40%

5 Table for the quality analysis of the marketing support provided by the DSL.

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response Excellent Good Average poor

%age of satisfaction level 45 32 16 7

16%

7% 45%

32%

excellent good average poor

6 Table for Satisfaction in relation to explanation of Tariff plans and schemes

29

response Excellent Good Average poor

%age of satisfaction level 33 54 10 03

60% 50% 40% 30% 20% 10% 0% 33%

54% excellent good average poor

10% 3% 1

7 Table for friendliness and responsiveness of sales person

30

response Excellent Good Average poor

%age of satisfaction level 23 64 11 02

11%

2%

23% excellent good average poor

64%

8 Table for Satisfaction in relation to commitment made by sales person

31

response Yes NO

%age of satisfaction level 67 33

33% Yes No 67%

9 Table for quality of installation work inside

32

response Excellent Good Average poor

%age level 12 67 20 01

of

satisfaction

20%

1%

12% excellent good average poor 67%

10 Table for advice on preventing problem recurrence

33

response Excellent Good Average poor

%age of satisfaction level 24 46 27 03

27%

3%

24%

46%

excellent good average poor

11 Table for presentation of installation personnel

34

response Yes NO

%age of satisfaction level 82 18

18% Yes No 82%

12 Table for visit of installation team at a time convenient

35

response Yes NO

%age of satisfaction level 56 44

44% 56%

Yes No

13 Table for complain about any of the problem in the installation report

36

response Yes NO

%age of satisfaction level 76 24

24% Yes No 76%

14 Table for quality of information provided by the call center executive

37

response Excellent Good Average poor

%age level 11 58 27 04

of

satisfaction

4% 27%

11% excellent good average poor

58%

15 Table for visit of someone to repairing fault

38

response Yes NO

%age of satisfaction level 56 44

44% 56%

Yes No

16

Table for rating the problem was solved

39

response Excellent Good Average poor

%age of satisfaction level 23 45 17 15

15% 17%

23%

45%

excellent good average poor

17

Table for attitude of the customer care executive

response 40

%age of satisfaction level

Excellent Good Average poor

23 54 15 08

60% 50% 40% 30% 20% 10% 0% 23%

54% excellent good average poor

15% 8% 1

18

Table for satisfaction in relation to time taken to solve problem

response 41

%age of satisfaction level

Excellent Good Average poor

33 38 14 15

15% 14%

33%

38%

excellent good average poor

19

Table for understanding messages in advertising

response Excellent

%age of satisfaction level 27

42

Good Average poor

59 12 02

12%

2%

27%

59%

excellent good average poor

20

Table for extent of help provided in growing business

response Excellent 43

%age of satisfaction level 31

Good Average poor

48 20 01

20%

1%

31%

48%

excellent good average poor

21

Table for Overall quality of services

response Excellent Good Average 44

%age of satisfaction level 32 39 26

poor

04

average 26%

poor 4%

excellent 32%

good 38%

excellent good average poor

22

Table for value for money

response Excellent Good Average 45

%age of satisfaction level 28 38 33

poor

01

1% 33%

28%

38%

excellent good average poor

23

Table for receiving regular mailers or other communication

response Yes NO

%age of satisfaction level 58 42

46

42% 58%

Yes No

24

Table for in relation to recommend the Airtel DSL to other friends and relatives

response Yes NO

%age of satisfaction level 67 33

47

33% Yes No 67%

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Table For the rate Airtel, BSNL, Sify,and Reliance on a scale of 1-4

Telecom Co. Airtel BSNL Sify Reliance

1 33 27 24 17 34 21 32 13

2 15 30 21 34

3 18 22 24 36

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40% 33% 34% 30% 20% 10% 0% Airtel

34%36% 30% 32% 27% 21% 22% 24% 24% 18% 15% 21% 17% 13%

1 2 3 4

BSNL

Sify

Reliance

FINDINGS AND LIMITATION:

The analysis gives a result that 100% of the DSL subscribers are aware about the DSL technology and services provided by Airtel. The data analysis gives a positive response about the speed of the websites The table and chart show that maximum subscribers are satisfied with the speed of the surfing via Airtel broadband. A few of extremely happy with the surfing speeds that are approx 512 kbps, while a few gave average response to the speed factor of Airtel. It is notable that none of the DSL subscribers are dissatisfied with the speed of the running websites. Airtel is providing a wide range of services via its broadband 49

the analysis of the above data shows that its services are quite up to mark for most of the subscribers. A majority of the subscribers find the services good while 17 % find them at average, and only 4 % to the total sample under study found it poor which in itself is quite negligible for such large network coverage. The data of the above table reveals the fact that maximum percentage of the subscribers under study receives good marketing support from the DSL. 32 % of the total population is satisfied with the support, 16 % admire the support system to an average while only 7 % of the total is dissatisfied with the marketing support provided by the DSL which may be due to several socio economic factors

Findings :

The most of the subscribers are satisfied with his Airtel DSL Connection & services provided by Airtel Broadband. Over all quality of Airtel Broadband connection is satisfied. Customer satisfied with overall marketing support that he receives from Airtel DSL connection. Customer satisfied with the quality of Airtel DSL services.

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 Over all attitude of the customer is positive with Airtel DSL.

Limitations of the study

The sample size taken is small to make a universal statement Biasness of the respondent. Lack of sufficient information & difficulty in gathering of resionable data. Its all about future prediction and future.

Suggestions & Recommendations:

Airtel needs to improve awareness of the customer in relation to Airtel

Broadband connection. Some customers have no information about Airtel DSL broadband Tariff plans and new schemes which is very useful for him.

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 Another problem for the customer is some people are think Airtel DSL
connection is very expensive, it is because of his unawareness. Thus it is very necessary to concentrate on advertising if messages.

Another problem, customer are satisfied with mode of payment of bill. But
customers have billing related problems. According to the analysis many customers have faced the problem of wrong and over charged bills, which made them go through lots of harassment.

Regular visit of place where DSL connection is installed, it makes

subscribers to think that Airtel worried about his subscribers.

Customers are dissatisfied with customer cares due to take long time for
solve the problem and quality of information provided by the customer care executive are not satisfied for the customer.

Company should improve the Advertisement of Airtel Broadband

connections Tariff Plans, schemes, and benefits. It attracts the subscribers to take Airtel DSL connection.

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 During connection of Airtel Broadband connection some extra facilities will be provided at free of cost. Customer care should also inform about Airtel DSL connection to the customer. Take extra concentration on solving the problem related to installation report.

Regular visit at the place where Airtel DSL connection is installed.

Send regular mailers and other communication to Airtel DSL subscribers

Conclusions

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Although for the organizations betterment its executives are working hard and trying to serve in the best possible manner with their colleagues and they all are very qualified and experienced. So organization must extract optimum from them. Because of its well framed working, the organization has unique position in the country. As per the study because of short deviation it is very difficult to cover in fact one small topic as it has many diverse things to know. So as far as possible I tried in a better way to know as much as possible. The observations and suggestions are based on the queries and review of work procedure as much I came to know. There may be some lack nesses in it, but as per knowledge it has been dealt as such. As this is my first experience to get familiar with the organization and due to matters being confidential, there may be some things that I couldnt extract. Although it is a very good experience for me, which will help me through out my life

Bibliography

54

 www.airtelworld.com www.google.co.in www.economoicstimes.com www.bharti.com

Research Metholodgy C.R.Kothari Marketing Management Philip Kotler

Annexure

55

Name Of Customer : Age Group: 15-25____, 25-35____, 35-45____, Above 45____, Gender : Male______ , Female________, Qualification : Intermediate___, Graduation___, Post Gradation___,Technical____, Designation : Student____, Prof.____, Businessmen____, Other____, Area (DLC) : _________, Contact No. : __________________________,

QUESTIONNAIRE:

1. 2. 3. 4. 5. 6. 7. 8.

Are you aware with DSL services provided by Airtel BBTS ? Explanation of Tariff plans, schemes and benefits. Are you satisfied with the bandwidth of your Airtel DSL connection? Are all websites running equally fast on your DSL connection? Are you satisfied with the service level of the provider? Are you satisfied with the overall quality of marketing support that you receive from the DSL connection? Friendliness and responsiveness of sales person. Were all commi5tments made by the sales person

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9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.

fulfilled? (Y/N) Quality of installation work inside. Did you complain about any of the problem in the installation report ? (Y / N) Did the installation personnel look presentable? (Y/N) Did the installation team visit you at a time convenient to you. (Y/N) Quality of information provided by the call center executive. How do you rate the way problem was solved. Friendly or courteous attitude of the customer care executive. Did someone visit your place for repairing any fault? (Y/N) Are you satisfied with time taken to solve your problem? Do ypu receive regular mailers or other communication?(Y/N) Ease of understanding messages in advertising. Extent of help provided in growing your business. Over all quality of services. Value for money. Advice on preventing problem recurrence. Would you like to recommend Airtel to your friends & relatives. How would you rate sify , Reliance , Airtel & BSNL on a scale of 1-4. 1. Reliance 2. BSNL 3.Sify 4. Airtel

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Note :

1 . Excellent 2 . Good 3 . Averages 4 . Poor

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