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ON
CUSTOMER SATISFACTION
UNDERGONE
AT
BLUMOUNT VENTURES (CORPORATE SALES ASSOCIATE OF
BHARTI CELLULAR LTD.), BANGALORE
BHARTI-HEXACOM TELE-VENTURES
_______________
ACKNOWLEDGEMENT
Any work of this magnitude requires the inputs, efforts and encouragement
of people from all sides. In this project report, I have been very fortunate in
having got the active co-operation of many people, whom I would like to
humbly thank.
The true credit of my completing the work successfully goes to my guide
____________Business Development Manager, who with his patience and
knowledge guided me through the project. He helped me to understand
telecom industry, markets, project objectives and execution.
I have been obliged to take value assistance and co-operation of a number of
eminent personalities, therefore I would like to express my deep sense of
thanks and sincere regards to all these members.
I owe special thank to all the respondents whom I approached with my
questionnaire and who took time off their busy schedules to answer them
patiently.
______________
TABLE OF CONTENTS
Preface
About Bharti Group
GSM Technology
43
Research methodology
51
62
Annexure
65
Bibliography
69
JOINT VENTURES
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 Tele-Ventures Limited was incorporated on July 7, 1995 for
promoting investments in telecommunications services. Its subsidiaries
operate telecom services across India. Bharti Tele-Ventures is India's leading
private sector provider of telecommunication services based on a strong
customer base consisting of approximately 8.37 million total customers
MANAGEMENT STRUCTURE
The group has been structured to create functional and operational
specialization with a linear vision of business lines and functional areas.
The Company is headed by Chairman and Group Managing Director- Sunil
Bharti Mittal who is assisted by two Joint Managing Directors- Akhil Gupta
and Rajan Bharti Mittal. The Company also has two Presidents- President
Mobile Services and President Infotel Services, this responsibility includes
Fixed-line, Long Distance and Broadband Services. The Presidents report to
the Group Chairman and Managing Director. The head of units and Strategic
Business Units (SBU) report to the respective business's President.
BHARTIS VISION
To make mobile communications a way of life and be the
customers first choice.
BHARTIS MISSION
Meet the mobile communication needs of the customer through
1)
2)
3)
Cost efficiency.
4)
Innoventuring
Generating and implementing entrepreneurial and innovative ideas, to
create new growth engines.
Customer First
Committed to delivering service beyond the expectations of the
customer.
Performance Culture
Benchmarking processes and performance against world-class
standards helps to distinguish between performers and non-performers
by valuing achievement at the individual as well as the team level.
The culture encourages and invites feedback, learning and ideas
sought and acted upon.
Valuing Partnership
Committed to building exemplary relationship with partners, which
stands on the principles of mutual trust and mutual growth.
Valuing People
Nurtures an environment where people are respected and their
uniqueness is valued. Firmly believing that people are key
differentiates.
Ethical Practices
Will uphold the highest ethical standards in all internal and external
relationship and will not allow misuse or mis-representation of any
facts.
BUSINESS STRATEGY
Bharti Airtels strategic objective is:
To capitalize on the growth opportunities that the Company believes
are available in the Indian telecommunications market and consolidate
its position to be the leading integrated telecommunications services
provider in key markets in India, with a focus on providing mobile
services.
The Company has developed the following strategies to achieve its strategic
objective:
MOBILE STRATEGY
Use the experience it has gained from operating its existing mobile
networks to develop and operate other mobile networks in India and
to share the expertise across all of its existing and new circles.
Provide affordable tariff plans to suit each segment of the market with
a view to expand the reach, thereby increasing the mobile customer
base rapidly.
Competitive Strengths
1. Bharti Airtel believes that the following elements will contribute to
the Company's success as an integrated telecommunication services
provider in India and will provide the Company with a solid
foundation to execute its business strategy:
MOBILE DIVISION
The Indian mobile market, according to the (COAI), has increased from
approximately 1.2 million subscribers as of March 31, 1999 to
approximately 37.38 million subscribers as of December 31, 2004.
Despite this rapid growth, the mobile penetration rate in India, at
approximately 3.6% as of December 31, 2004, is significantly lower than the
average mobile penetration rate in other Asian and international markets.
The number of mobile subscribers in India is expected to show rapid growth
over the next four years, 2006 projected it at 50 million by COAI and 44
million by Gartner.
Bharti Tele-Ventures believes that the demand for mobile services in India
will continue to grow rapidly as a result of the following factors:
Bharti Airtel, through its subsidiary has the licenses to provide GSM
services in all the twenty-three telecom circles in India.
It proposes to consolidate all its subsidiaries providing mobile services under
Bharti Cellular Limited.
MOBILE FOOTPRINT
The map below depicts the location of, and provides certain information for,
Bharti Airtels existing mobile circles in India:
All India
AIRTELs Position
Chennai - 4,055,704
Delhi - 2,468,016
Mumbai - 1,823,532
Kolkata - 1,852,838
Maharashtra & Goa - 4,345,945
Gujarat - 3,004,824
Andhra Pradesh - 6,516,332
Karnataka - 7,316,500
Tamil Nadu - 4,218,705
Kerala - 1,703,298
Punjab - 3,239,200
Haryana - 1,067,990
Uttar Pradesh (West) - 1,624,001
Uttar Pradesh (East) - 3,897,278
Rajasthan - 4,242,006
The key demographics of Bharti Airtel's mobile circles are set forth below.
(1)
(2)
Population estimates for all the circles other than the metropolitan
areas are as per National Census, 2001 and are as of March 1, 2001.
Population estimates for the Uttar Pradesh (West) circle is 37% of the
total
(3)
population
of
the
state
of
Uttar
Pradesh.
(4)
(5)
(6)
Vehicles and are derived from data released by the Motor Transport
Statistics of India as of March 31, 1997 in its most recent report.
1995
1996
1997
1998
1999
2000
2001
Bharti Aquanet, Bharti Telesonic and Bharti Cellular have entered into
license agreements with the DoT to provide ISP services in India.
2002
2003
Bharti to invest Rs. 150 crores in its mobile business in Tamil Nadu
state.
AirTel Magic launches pre-paid international roaming for all its
customers.
AirTel to add six new towns-Satna, Katni, Hoshangabad, Itarsi,
Morena.
AirTel announces exciting national initiatives to expand the mobile
market.
2004
Bharti Teletech introduces new standards of cordless telephony in
India.
Airtel launches WI-FI service in Mumbai .
Blackberry Launch: Airtel unveils another first in global business
mobile communication with the launch of Blackberry - the most
powerful instant e-mail mobile innovation.
Airtel adds another first becomes the first private sector mobile
service to launch operations in J&K.
2005
Airtel Becomes The First GSM Operator In The Country To Cross
The 10 Million-Customer Milestone.
Sunil Bharti Mittal Inducted To The Global GSM Association Board.
Bharti Launches Airtel In North East & Assam.
2008
Airtel and Research In Motion launch the BlackBerry 8700g - the first
EDGE-enabled BlackBerry device in India.
Results of Postal Ballot for change of company name from Bharti
Tele-Ventures Limited to Bharti Airtel Limited.
2009
Airtel brings the Highly-Anticipated BlackBerry 8800 Smartphone to
India.
2010
Airtel Partners with SingTel to Offer Free Incoming Calls while on
International Roaming in Singapore.
Airtel makes its television debut - Set to redefine home entertainment
with Airtel digital TV.
1999
Pre-4th License
Post-4th License
Number of Mobile Circles
2
5
20
Number of Fixed-Line Circles
1
1
6
Population covered in our licensed area (%)
2%
16%
58%
Area covered in our licensed areas (%)
2%
16%
56%
Wireless Coverage Area(% of Mobile Customers covered)
16%
38%
97%
ACHIVEMENTS
First off the block to launch fixed-line services in all the four circles
of Delhi, Haryana, Karnataka and Tamil Nadu.
FIRST AMONGST
Bharti, Indias leading telecom conglomerate, declared countrys bestmanaged company by Asiamoney in 2004.
Sunil Bharti Mittal awarded the Dataquest IT Man of the Year 2002
association
in
India
committed
to
improving
the
Ascent Times of India and Sodexho Pass award in 1999 from the
Asia Pacific HRD conclave to Bharti Cellular for corporate excellence
in the category of most innovative human resource practices.
Mr. Sunil Bharti Mittal was selected as the "Businessman of the year
2002" by Business India.
Mr. Sunil Bharti Mittal was awarded the Dataquest IT man of the
year 2002.
Mr. Sunil Bharti Mittal was selected the "CEO of the year 2002" by
World HRD congress.
Mr. Akhil Gupta (Joint Managing Director) was adjudged as the Chief
Financial Officer for year 2001 for Mergers & Acquisitions activities
by EIU.
CELLULAR ANALOGY
Introduction to telecomm technologies:
There are two types of telephone service infrastructure
Fixed wired (standard telephones using copper or fibre cables) and
wireless (cordless analogue and DECT digital)
Mobile cellular analogue and digital (GSM), and satellite
The technologies used by these services may be analogue, or in the case of
newer technologies, digital. Most can be used for more than simple voice
telephony, for example to transmit faxes and to transfer files including data,
audio and video.
Fixed telephony
POTS the standard (or "plain old") telephone service, an analogue
system using copper wires.
ISDN Integrated Services Digital Network. ISDN uses the same
copper wires as POTS, but by (at its simplest) providing two channels
per physical line can be thought of as the equivalent of two lines. In
Mobile telephony
GSM unlike cellular (analogue) mobile phones, GSM is a digital
service. It can provide e-mail/text messaging and WAP Internet
connectivity, but at a relatively low bandwidth, and therefore slow or
restricted functionality.
GPRS a new data network which offers an "always on" connection
to the Internet, and increases the speed at which data is transferred
over mobile phones. A GPRS device, such as a desktop/laptop/palm
top computer, can be permanently connected to the network through
an internal card or external box, with an aerial for Internet and other
services. Starting bandwidth is up to 28 or 56kbps depending on
strength of signal, with plans to increase this to 128kbps. At the higher
bandwidth the service could be a viable, always-on alternative to
ISDN.
Third generation (3G) mobile or UMTS (Universal Mobile Telephone
Service) will provide fast Internet access, which will in practice
enable data transfer and network applications to be used from laptop,
notebook and handheld computers.
Satellite phones are bulky and expensive but can be used most
anywhere in the world.
At the basic level, mobile phones are either analog or digital. Some are both.
Today's mobile phones are primarily digital, especially in India and run on
GSM Technology
The development of GSM started in the early 1980s. It was the mainstay of
the plans for Europes mobile communication infrastructure for the 1990s.
Today, GSM and its DCS 1800 and PCs 1900 versions have spread far
beyond Western Europe with networks installed across all continents.
The story begins in 1982 when the European Conference of Posts and
Telecommunications Administrations (CEPT), consisting then of the
telecommunication administrations of twenty-six nations made two very
significant decisions. The first was to establish a team with the title "Groupe
Spciale Mobile" (hence the term "GSM", which today stands for Global
System for Mobile Communications) to develop a set of common standards
for a future pan-European cellular network. The second was to recommend
that two blocks of frequencies in the 900 MHz band be set aside for the
system.
The CEPT made these decisions in an attempt to solve the problems created
by the uncoordinated development of individual national mobile
communication systems using incompatible standards. The impossibility of
using the same terminal in different countries whilst traveling across Europe
was one of these problems; another was the difficulty of establishing a
Europe-wide mobile communications industry that would be competitive in
world markets due to the lack of a sufficiently larger home market with
common standards .By 1986 it was clear that some of these analogue
cellular networks would run out of capacity by the early 1990s. As a result, a
directive was issued for two blocks of frequencies in the 900 MHz band,
albeit somewhat smaller than recommended by the CEPT, to be reserved
absolutely
for
pan-European
service
to
be
opened in
1991.
The digital system would offer improved spectrum efficiency, better quality
transmission and new services with enhanced features including security. It
would also permit the use of Very Large Scale Integration (VLSI)
technology, which would lead to smaller, and cheaper mobiles, including
hand held terminals. Finally, a digital approach would complement the
development of the Integrated Services Digital Network (ISDN) with which
GSM would have to interface. GSM initially stood for Group Spcial
Mobile, the CEPT (Conference of European Posts & Telegraphs) formed the
group to develop a Pan-European cellular system to replace the many
systems already in place in Europe that were all incompatible.
The main features of GSM were to be International Roaming ability, good
sound quality, small cheap handsets and ability to handle high volumes of
users. GSM was taken over in 1989 by the ETSI (European
Telecommunications Standards Institute) and they finalized the GSM
standard in 1990. GSM service started in 1991. It was also renamed this year
to Global System for Mobile communications (GSM).
Today there are approx. 105 countries with GSM networks or planned
networks and many more are planned with around 32 million subscribers
worldwide
on
the
139
networks.
The
MoU
"Memorandum
of
Understanding" has over 210 members from 105 countries, this organization
meets ever three to four months to look at new or better implementations to
the GSM system.
fact that the HLR can be populated with ranges or blocks of IMSI numbers
creates efficiencies in the storage and retrieval of routing information.
The wireless carrier distributes the Mobile Station Equipment to Sales
Outlets that sell GSM subscription services. When a new subscriber orders a
GSM phone at one of the outlets, the service representative will create a
Service Order (SO) to enter the new subscriber's service subscription
information, including the MSISDN number.
The key to the Service Order is the IMSI that is programmed in the SIM.
The SO is sent to the HLR, where the IMSI record is created. It can either be
set to an active state immediately, allowing the new subscriber to send and
receive telephone calls or it can be activated at a future date.
When a user dials a GSM mobile subscriber's MSISDN, the PSTN routes the
call to the Home MSC based on the dialed telephone number. The MSC
must then query the HLR based on the MSISDN, to attain routing
information required routing the call to the subscribers' current location.
The MSC stores global title translation tables that are used to determine the
HLR associated with the MSISDN. When only one HLR exists, the
translation tables are trivial. When more than one HLR is used however, the
translations become extremely challenging, with one translation record per
subscriber (see the example below). Having determined the appropriate HLR
address, the MSC sends a Routing Information Request to it.
When the HLR receives the Routing Information Request, it maps the
MSISDN to the IMSI, and ascertains the subscribers' profile including the
current VLR at which the subscriber is registered. The HLR then queries the
VLR for a Mobile Station Roaming Number (MSRN). The MSRN is
essentially an ISDN telephone number at which the mobile subscriber can
currently be reached. The MSRN is a temporary number that is valid only
for the duration of a single call.
The HLR generates a response message, which includes the MSRN, and
sends it back across the SS7 network to the MSC. Finally, the MSC attempts
to complete the call using the MSRN provided.
PERFORMANCE CULTURE
. We benchmark our processes and performance against world-class
standards. We distinguish between performers and non-performers by
valuing achievement at the individual as well as the team level. Ours is
Valuing Partnership
ETHICAL PRACTICES
We will uphold the highest ethical standards in all internal and external relationship. We will not allow
misuses or misrepresentation of any kind.
AirTel Services
Airtel welcomes you to a vibrate new world of unlimited opportunities. More exciting, innovative yet
simple new ways to not just through words but ideas, emotions and feelings. To give you the unlimited
freedom to reach out to your special people in your special way.
Its a menu on your SIM card that allows you to access a host of
information services and cool downloads on your phone in just a few
clicks. so now no need to remember key words/short codes to access
information. For eg. instead of typing and sending an SMS of short
code AST, NEW, CRI, MOV to access information on horoscope,
news, cricket, movies etc on India times, you could now scroll in your
menu and reach the information in just a few clicks This menu already
has the key words pre-coded in your SIM card, allowing you to get
information. easily & swiftly.
Airways flight schedule or surf to get the latest movie reviews on your
AirTel.
Services
Description
Ringers
Fun
Messages
India times
India Today
Infotainment
Star peep
Jet mobile
Railways
Stocks
You could select any of the services mentioned above and get further
information options on each of the services. So, for example if you
elect 'news' under India times, you will then have the option of
choosing from the following i.e. latest news, world news, business
news, entertainment news or sports news.
TARIFF PLANS
" Airtel Postpaid connection is a service recommended for regular
users. This connection allows you pay for your usage on a monthly
basis. You need to apply for this service with complete personal details.
Airtime Tariff Plan
Unique needs, unique tariff plans
We recognize that each' individual has a unique usage pattern based
.upon a unique need. And indeed your tariff plan must reflect your
specific need. Which is why we have 4 unique tariff plans that are
simple and cost effective... and will deliver the highest value to you?
AirTel declares India a 'Free incoming' nation
AirTel welcomes you to a vibrant world of unlimited opportunities.
More exciting, innovative yet simple new ways to communicate, just
when you want to, not just through words but ideas, emotions and
feelings. We give you the unlimited freedom to reach out to your
special people in your special way. AirTel introduces four unique Post
Paid tariff plans. Going mobile has never been so easy.
Rs.500
Membership Fee
NA
Security Deposit
Rs.500
MONTHLY CHARGES
(FIXED)
Bill Plan Charge
NA
Monthly Rental
CLIP
LOCAL RATES
STD RATES
Airtel
Other
GSM
Rs.1
Rs.2
Landline/CDMA
Rs.2
50-200 KM
(Re.2 to
(Re.2 to
Rs.2.4
Mumbai)& Mumbai)&
Rs.2.4
Rs.2.4
200-500 KM
(Re.2 to
(Re.2 to
Rs.2.4
Mumbai)& Mumbai)&
Rs.2.4
Rs.2.4
500+ KM
(Re.2 to
(Re.2 to
Rs.2.4
Mumbai)& Mumbai)&
Rs.2.4
Rs.2.4
ISD
USA, Canada, Europe
Rs.7.2
(Fixed Line), Australia,
Singapore, Hong Kong,
Thailand, Malaysia,
Indonesia, New Zealand.
Gulf, Europe (Mobile),
Rs.9.99
SAARC countries, Africa
& Rest of the world
Cuba, Sao Tome &
Principe, Guinea Bissau,
Diego Garcia, Nauru,
Solomon Islands,
Vanuatu, Cook Islands,
Tuvalu, Tokelau, Norfolk
Island, Sakhalin
SMS
Local
Rs.1
National
Rs.2
International
Rs.5
VAS
100 Minutes
Rs 418
200 Minutes
Rs.450
300 Minutes
Rs. 592
400 Minutes
Rs 790
500 Minutes
Rs.990
1000 Minutes
Rs.1978
Avail of SMS pack @ of Rs.49 per month rental wherein local sms will
be charged @ .50 paise
.50 paise (applicable for local sms only)/Local M2M Pack
Get the benefit of calling any local mobile number at a discounted call
rate of Rs.1. Monthly rental of Rs.49 only
Rs.1.00 (Mobile to Mobile local calls)/Airtel 100 Celebration
ONE TIME CHARGES
Activation Charges
Rs.500
Membership Fee
Security Deposit
MONTHLY
CHARGES (FIXED)
Bill Plan Charge
NA
Monthly Rental
CLIP
LOCAL RATES
Airtel
Other
GSM
Landline/CDMA
Re.1/min
Re. 1/min
Rs.1.2/min
STD RATES
50-200 KM
(Re.1 to Mumbai)
& Rs. 2/min
Rs.2.40/
min
200-500 KM
(Re.1 to Mumbai)
& Rs. 2/min
Rs.2.40/
min
500+ KM
(Re.1 to Mumbai)
& Rs. 2/min
Rs.2.40/
min
ISD
USA, Canada, Europe (Fixed Line), Australia,
Singapore, Hong Kong, Thailand, Malaysia,
Indonesia, New Zealand.
Rs.7.2/min
Rs. 9.99/min
Rs. 40/min
SMS
Local
.50paise/per sms
National
Rs.1/per sms
International
Rs. 5/sms
VAS
100 Minutes
Rs.312
200 Minutes
Rs.456
300 Minutes
Rs.600
400 Minutes
Rs.743
500 Minutes
Rs.887
1000 Minutes
Rs.1605
Rs.500
Security Deposit
Rs.500
MONTHLY
CHARGES (FIXED)
Bill Plan Charge
NA
Monthly Rental
CLIP
Other GSM
Landline/CDMA
Re.1/min
Re.1/min
Re.1/min
50-200 KM
Rs.2/min
Rs.2.40/min Rs.2.40/min
200-500 KM
Rs.2/min
Rs.2.40/min Rs.2.40/min
500+ KM
Rs.2/min
Rs.2.40/min Rs.2.40/min
LOCAL RATES
STD RATES
ISD
USA, Canada, Europe (Fixed Line),
Australia, Singapore, Hong Kong, Thailand,
Malaysia, Indonesia, New Zealand.
Rs.7.2/min
Rs.9.99/min
Rs.40/min
SMS
Local
National
Rs.2
International
Rs.5
VAS
100 Minutes
Rs.442
200 Minutes
Rs.493
300 Minutes
Rs.544
400 Minutes
Rs.618
500 Minutes
Rs.759
1000 Minutes
Rs.1461
Assumption : Pls note that the estimated bills for the said plan assumes
that 80% of all calling would be local and 20% calls would be STD
calls. The calculations have been arrived considering the new service
tax rate i.e 12.24%
Calculation
Other Benefits:
The Plan offers the subscribers the benefit of
Rs. 299/month of local Free Airtime
Pls Note
Regional/National Roaming Rentals would be charged at Rs. 49/month.
International Roaming Rentals would be charged at Rs. 149/month.
Refundable ISD Deposit would be charged at Rs. 4000.
Refundable International Roaming Deposit would be charged at Rs.
6500.
Voice Mail Charges would be as per the local M2M rates.
SMS charges for VAS including Airtel Services would be Rs. 3 per
SMS.
ROW1:
America, Europe, SAARC, Asia & Oceanic countries(excluding
countries in ROW 2)
Suspect
Reducing the rate of customer defection.
Increase the longevity of the customer relationship.
Enhancing the growth potential of each customer through
Disqualified
Prospect
"share-of-wallet",
cross-selling, and up selling.
Prospect
Effective
C.R.M
First
time
Custome
r
Repeat
customers
Effective
Customer Development Process:
C.R.M
Effective
C.R.M
Active
Membe
r
Active
Builder
Ineffective
C.R.M
Inactive
custome
rs
The aim of customer relationship management is to produce high customer equity. Rust, Zeithaml,
and Lemon distinguish three drivers of customer equity: Value equity, brand equity and relationship equity.
for a lot and where customer tends to continue with the supplier
out of habit or inertia.
Customer A
Service Business
Internal
Organization
System
Physical
Environment
Service X
Contact
Personnel
Not Visible
Visible
MSQ
Customer form service expectation from past experiences, word of
mouth and advertising. Customers compare the perceived service with
the expected service. If the perceived service falls below the expected
service, customers are disappointed. 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.
Parasuraman, Zeithaml and Berry formulated a service quality model that highlight main requirement for
delivering high service quality. The model identifies five gaps that cause unsuccessful Delivery
but
patient
may
be
more.
responsiveness.
Gap between management perception and service quality
specification:
If a hospital brochure shows a beautiful room, but the patient arrive and find the room to be cheap
and tacky looking, external communications have distorted the customers expectation.
Expected Service
GPA 5
Consumer
Perceived Service
External GAP 4
Service Delivery
Marketer
Communication
(Including post contact)
to consumers
GAP 3
Translation of Perception into servicequality Specification
GAPGAP
1 2
Management perception of Consumer
expectation
EMPLOYEE SATISFACTION
ES
It is important to audit employee job satisfaction regularly. Rosenbluth
and Peters, in the (external) Customer comes second, go so far as to
say that the companies employees, not the companies customer, have to
be made number one if the company hopes to truly satisfy its
customers.
Best-in-business organizations track employee satisfaction through the
use of employee satisfaction surveys and/or through predictive
indicators, such as:
Employee satisfaction survey results
Attrition rates of employees
Training hours in customer service per employee
When they feel they are rewarded fairly for the work they do.
Consider employee responsibilities, the effort they have put forth,
the work they have done well, and the demands of their jobs.
Minimum politics at the work place.
When service is good, the organization's culture encourages
Percentage
29
63
08
100
Frequency of Visit
Twice
70
60
50
40
30
20
10
0
Thrice
More
Courtesy of Staff
Excellent
Very good
Good
Average
Poor
Total
Percentage
0
4
22
57
17
100
Courtesy of Staff
60
50
40
30
20
10
0
Excellent
Very good
Good
Resolution of Complaints
10 min
1 Hrs.
5 hrs.
Average
Poor
Percentage
33
10
41
16
100
Resolution of Complaints
45
40
35
30
25
20
15
10
5
0
10 min
1 Hrs.
5 hrs.
Customer Expectation
Exceeds Expectation
Meets Expectation
Close to Expectation
Below Expectation
Total
Percentage
7
19
45
29
100
Customer Expectation
50
40
30
20
10
0
Exceeds Expectation
Close to Expectation
Meets Expectation
Below Expectation
Research Design
REASERCH METHODOLOGY
Definitions:
1. Research is the systematic investigation to establish facts or collect
information on a pre-decided subject.
2. Methodology is the specification of the system of principles and
techniques used in a particular discipline
Define the problem and research objective
REASERCH PROCESS
RESEARCH DESIGN
Research design involves a general plan of how to go about answering the
research questions set keeping in mind the research objective.
SOURCES:
SECONDARY SOURCES:
For the completion of the research it was important that the secondary data
should be supplemented by primary data originated specifically for the
research in hand. The primary data was gathered through questionnaires. My
research findings are based on information collected from filled
questionnaires. The main sources of secondary data were: -
Internal Data:
Some previous market studies provided by the guide.
Reports and database of AIRTEL provided by guide.
PRIMARY SOURCES:
Method used to collect primary data is:
Questionnaire
Questionnaire Method: For the purpose of the study survey was
conducted across different areas of Jaipur city. The Questionnaire (a sample
copy is attached) was prepared according to the objectives of the project and
SAMPLING ERRORS:
While interpreting the results I kept in mind the potential errors.
Two sources of errors are random sampling error, which arises due
to the fact that the sample may not be a true representative of the
population, and non-sampling error which comes up because of
faulty coding, untruthful responses, respondent fatigue etc.
LIMITATIONS IN RESEARCH:
All research papers have its own limitations in terms of methodology and the
resources available for its conduct. This study is no exception to it and has
been carried under following limitation:
Some of the respondents were not forthcoming with information as
they thought it to be a waste of time.
A number of respondents were biased towards a particular brand,
which was giving them better returns.
Some of the respondents were not available so, contacted person was
not able to present a fair view.
Respondents lack of time to give information and their casual attitude
was a big hindrance in the study.
to elicit
the necessary
response
Annexure
Vodafone
BSNL
Tata
Indicom
Postpaid
Reliance
Spiece
Any
Others
6 Months-1 Year
12. How do you rate your services provider in terms of connectivity and area of
network coverage?
Good
Bad
13. What do you feel about the call tariff linked with the connection you are currently
using?
Very Economical
Cheap
Normal
Expensive
Very Bad
Bad
Neither Good Nor Bad
Good
Very Good
No
Signature:
__________________
Bibliography
BIBLIOGRAPHY
Books
Kothari C.R., Research methodology and Techniques, New Delhi,
Wishwa prakashan, 1990
Magazines
Business World 7 May 2008, Clash of Titans: Airtel V/S Reliance,
S. Nagrajan, P. Ramamurti, p 36-41
Newspapers
Ashok V. Desai, Are Cartels Back The Economic Times, July 26,
2008, p-14
B. Leeladhar, Bharti: The Next Jump, The Economic Times, June
17, 2008,
p-12
Websites
www.airtel.in
www.wikipedia.org
www.google.com