Airtel Landline Customer Awareness and Perception Study in Bagalkot

Vandana Enterprises Bagalkot 1
DECLARATION
I hereby declare that the project report entitled “Study on customer

awareness and Perception towards airtel landline in Bagalkot” is submitted in
partial fulfillment of the requirement for the degree of Master of Business
Administration of Karnataka University, Dharwad for the academic year
2006-2007. The report is also submitted to "Shri.B.V.V.Sangha's Institute Of
Management Studies”, Bagalkot.
I further declare that this project report is the result of own efforts and
has not been submitted to other University or institute for the award of any
degree.
DATE: H.D.MULLA
PLACE: MBA (4 th SEM)
B.V.V.Sangha’s Institute of Management Studies Bagalkot.

ACKNOWLEDGMENT
I am the student of B V V Sangha's Institute of Management Studies

Bagalkot very grateful to all the people who have lend their precious time
and advice for making this project successful,.
Firstly, I am very grateful to "VANDANA ENTERPRISES" for giving
me an opportunity to make this project in their organization.
I sincerely express my thanks to my company project guide "Mr." V.S
CHANDAK Manager (proprietor) VANDANA ENTERPRISES NEAR
BASAVESHWAR CHOWK BAGALKOT for his strong support and
inspiration during my project period.
I am heartily thankful to all the Executives of the company for their
valuable guidance and for sharing their experience in completing this project
successfully.
I am thankful to our director Dr.A.V.Kapileshar. For the strong
inspiration during the project period.
I am heartily thankful to my internal guide Prof Mr, ASHOK UTAGI and all
faculty members of my institution for their valuable guidance in completing
this project successfully.
I heartily express my thanks to my parents, my family members, and
all my friends for their valuable support in completion of this project
successfully.
Last but not the least we are thankful to all those people who helped us
directly and indirectly.
Shri, B.V.V.Sangha's Institute of Management Studies, Bagalkot

Part-A:
EXECUTIVE SUMMARY
COMPANY PROFILE
Part-B:
RESEARCH PROBLEM
OBJECTIVES OF THE STUDY
RESEARCH METHODOLOGY
DATA ANALYSES & INTERPRETATION
Part-C:
FINDINGS
SUGGESTIONS
LIMITATIONS
BIBLIOGRAPHY
ANNEXURE
QUESTIONNAIRE
JOINING REPORT
WEEKLY REPORTS


Executive Summary
Practical work plays a very significant role in the field of management. In today’s
competitive world, efficient management plays a vital role, in achievement of the
organizational goals and there by leading to successfully achieve this efficiency, practical
knowledge is very important. Hence the main object of this project is to determine the
consumer awareness and perception towards Airtel landline in, Bagalkot
This market research study has been conducted to observe the awareness and perception
the customer. The research study has been conducted with the help of observation and
personal interview technique by the structured questionnaire.
The sample size 100, the respondents has been selected on the basis of random sampling
and market survey has been carried out with in the Bagalkot area.
Problem Statement:
“Problem is the basis for conducting any research. In this context

research problem identified is “To study the customer awareness and perception towards
the Airtel landline in Bagalkot”
Methodology:
The primary data was collected by means of survey. The information

was collected from 100 respondents in Bagalkot.
Secondary data was collected from books, Company Broachers and Internet Browsing.

OBJECTIVES OF THE STUDY:
 To find out the awareness of the Airtel landline.
 To find out various factors contributing in the selection of Airtel landline services.
 To find out which media inspires the customer to select landline.
 To find the customer Perception towards the Airtel landline.

INTRODUCTION
About bharti:
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated private
telecom service provider. We are the first private telecom provider to connect India in its
entirety with the world's best technology. Bharti Airtel since its inception has been at the
forefront of technology and has steered the course of the telecom sector in the country
with its world class products and services.
The businesses at Bharti Airtel have been structured into three strategic business units
(SBU's) - Mobile services, Broadband & Telephone services (B&T) & Enterprise
services.
We complement our mobile, broadband & telephone services with national and
international long distance services. We provide international connectivity with our
submarine cable landing station at Chennai and with our partnership in next generation
undersea cable system SEA-ME-WE-4. We provide reliable end-to-end data and
enterprise services to the corporate customers with our 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.
All these services are provided under the Airtel brand.

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 three individual strategic business units (SBU’s) - mobile services,
broadband & telephone services (B&T) & enterprise services. The mobile services group
provides GSM mobile services across India in 23 telecom circles, while the 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 to
corporates. All these services are provided under the Airtel brand.
Business Divisions
 Mobile Services – Bharti Airtel offers GSM mobile services in all the 23-
telecom circles of India and was the first private telecom service provider to
connect all states of India.
 Broadband & Telephone Services – Our Broadband (DSL) & telephone services
(fixed line) are present in the 92 cities across India .
 Enterprise Services (Carriers) – With 35,016 kilometers of optic fiber network
we are a leading national long distance service provider. For international
connectivity to east, we have a submarine cable landing station at Chennai. For
international connectivity to the west, the Company is a member of the South
East Asia-Middle East-Western Europe – 4 (SEA-ME-WE-4) consortiums along
with 15 other global telecom operators.
 Enterprise Services (Corporates) – The group focuses on delivering
telecommunications services as an integrated offering including mobile,
broadband & telephone, national and international long distance and data
connectivity services to India's leading 1300 corporates,
Our Partnerships: We partner with world's finest companies like Vodafone, Singtel
(Singapore Telecom), Ericsson, Nokia, IBM and many more to bring the best of products
& service to you.
Our Innovations: We are changing the way India communicates by offering innovations
that not only add value to people's lives but also deliver an unmatched customer
experience.

We were the first to:
 Provide electronic recharge for mobile phones.

 Initiate music retailing in the world with “Easy Music” and the first to offer a
Lifetime Prepaid service.
Provide innovations such as Bollywood movie premiers, music services such as ring back
tones & many more.
Bharati infotel ltd (BIL) - Karnataka Circle
Bharti infotel limited (BIL) – Karnataka, a license to provide fixed line telephone
for voice and data application. BIL-KK is the group company of bharti enterprises, an
integrated telecommunications group.
BIL Network are enabled by latest technology in switching, transmition and

transport, local access and billing system. The state of the art digital switch (siemens)
uses the most advance signaling protocol for faster connectivity. These switches are
equipped for 10,000 lines capacity, up gradable to 1, 00,000 facilitating for IN and DSL
services and is capable to support network management system.
BIL networks local access is on fiber or copper, planned on optimum lead

length for voice and data applications and on business criticality. BIL customer has a
trained dedicated team of customer relationship executive. The query resolution cell, call
centre and care tough centre is accessible 24 hours X365 days. The services delivered
would be highly personalized under a single window system for all queries, requested and
complaints.
BIL has rich experience in executing solution, using state-of-art technology

platforms and environment. BIL responsibilities span across the full-life cycle of the
project, including providing technical and business consulting, implementing, etc. BIL
success is attributed to its commitment to quality. All activities and procedures are
designed to adhere to the spirit and guidelines of the IQL system.

About Airtel:
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated private
telecom service provider. We are the first private telecom provider to connect India in its
entirety with the world's best technology. Bharti Airtel since its inception has been at the
forefront of technology and has steered the course of the telecom sector in the country
with its world class products and services.
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 three individual strategic business units (SBU’s) - mobile services,
broadband & telephone services (B&T) & enterprise services. The mobile services group
provides GSM mobile services across India in 23 telecom circles, while the 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 to
corporates. All these services are provided under the Airtel brand.
Mobile service:
Airtel Prepaid
Airtel Presents Prepaid Airtel Mega a new generation wireless home phone service that
allows you to control your budget.
What's more this service comes with advanced features like Caller Line Identification,
SMS, Missed call details, phone book etc and a range of recharge denominations to suit
your usage pattern.
Prepaid Airtel Mega is available across a wide network of our retail counters providing
you instant connection with no waiting period

Airtel postpaid
Experience complete freedom
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. To give you the unlimited freedom to
reach out to your special people in your special way.
As an Airtel Post-paid customer you can enjoy the following facilities -
Easy Billing
Now enjoy the luxury of viewing details of your last 3 billing cycles and the convenience
of paying your Airtel bill online! Experience complete freedom with Airtel!
Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert – all with your Airtel
postpaid connection!
Short Messaging Service (SMS)

With Airtel's Short Messaging Service (SMS), send unlimited messages and jokes to your
friends and colleagues, anytime anywhere!
Caller Identification
Call Identification gives you the power to know the phone number of the calling party
even before you answer the call, thus giving you the choice to either reject or take the
call. It provides the added advantage of saving the incoming number directly in the
Handset Phone Book. So that the next time you want to call the same person, you don't
need to retype his number, simply use your phone book.
Voice Mail
Voice Mail lets you receive messages even when your handset is switched off or when
you are outside the coverage area. You can listen to your messages whenever you feel
like, from anywhere in the world. Voice Mail can store up to 15 messages, with each
message of one- minute duration.

STD/ISD Facility
Now experience complete freedom like never before with Airtel! Our STD/ISD facility
allows you to make long distance calls in India and Overseas from your cellular phone!
Roaming (National and International)
Airtel's Roaming service allows you to use your mobile phone to make or receive calls
from almost anywhere in India and abroad! Enjoy roaming within the country as well as
across international destinations
Airtel Roaming
Airtel’s Roaming service allows you to use your mobile phone to make or receive calls
from almost any where in India and abroad.
Airtel Roaming gives you two great options:
 Airtel National – Enjoy roaming in India across 42 partners networks and over
750 cities.
 Airtel International - Roam across international destinations, in nearly 119
countries including USA, Canada, UK etc. with 284 partner networks.

Broadband and Telephone service:
Airtel Broadband & Telephone Services, India's premium telecommunication service

brings to you a whole new experience in telephony. From integrated Voice Services for
corporate and small business enterprises to user friendly plans for homes, we bring
innovative, cost-effective solutions to cater to your needs.
Broadband Service:
 DSL
 ISDN
 Leased Line
 VPN
 Wi-fi
Enter the world of information, communication and entertainment with Airtel Broadband.
Download your favorite songs with music ease. Play exclusive games. Enjoy Wi-fi
Access for extra connectivity. NetXpert and Web Jockey for all you net-related needs.
With Airtel Broadband services, expect a whole lot more.
Airtel Broadband 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.
Telephone Service:
Airtel, India's premium telecommunication service brings to you a whole new experience
in fixed line telephony. Integrated Voice services for corporate and small business
enterprises to user friendly plans for homes, we bring innovative, cost-effective solutions
to cater to your needs.
Telephone service for corporate
Under the Bharti umbrella, Airtel believes in 'building telecom, building partnerships', a
focus that allows us to offer custom telecom solutions for our corporate clients. Our
voice, data and broadband services especially cater to the unique needs of the corporate
sector.

Airtel provides a 24x7 customer care operation geared to meet your requirements and
ensure that we are always a phone call away. Get in touch with us and ring in a world of
joy.
Telephone service for home
Reach out through Airtel Broadband & Telephone Services and enjoy great value for
money. With Airtel, you can experience world class telephone and internet services, just
as unique as your needs. Enjoy amazing value and benefits and make staying in touch a
joy.
joy.
Telephone service for business
With Airtel, you can experience world class telephone and internet services. Our value
added services and solutions promise to enhance your business. A fast, reliable and
efficient service takes care of all your telecom needs.
joy.

Value Added Features:
Group pulsing
Airtel pulsing and consolidated bill (The telecom service provider to launch in India)
Offers you group your free pulses get adjusted for the lines which has consumed more
number of pulses.
 Easy way to reduce the bill by another 20%.
 Billing details gives you data of all your individual lines calls made.
 Tracking of all your lines, which do more number of calls at the cost telecom
operator.
Caller line identification:
Display incoming calls, new calls, total calls, repeat calls, out of area and private call.
Minute magic:
Get the most out of every minute from Airtel Telephone. With Airtel you get the best
value. Call any GSM, WLL or Fixed – line whenever you want from your Airtel
Telephone at the lowest rate. In addition, save up to 17% on long distance calls.
Effective Zero-Rental.
Get the equivalent all amounts of your rental pulses. For the amounts that you pay as
rental for your telephone, Airtel gives you free pulses worth as much, effectively working
to a zero- rental free.

Group Pulsing:
Now group all your Airtel telephone lines to get the maximum benefit. With Airtel
telephone lines, you can share the free pulses available on each line, there by not wasting
any free pulses available.
Dial-Up Service:
By paying only for your phone usage charges, you can now discover the joys of the
Internet for free with your Airtel telephone line.
Broadband Ready:
The Airtel Telephone connection is now Broadband Ready. So get set to enjoy superb
speed up to 512 KBPS.
LONG DISTANCE:
Airtel Long Distance Services is India's first private long distance communications
service provider. We are committed to providing world-class long distance Voice and
Data communication services to the Indian customer. We have deployed 25000 km long
advanced fiber optic multi-technology network covering more than 200 cities in the
country.
We are a fully owned subsidiary of India's leading private telecom group, Bharti Tele-
Ventures, which has interests across the telecom chain. We are instrumental in making
Long distance communication affordable for the Indian consumer by catalyzing 62% and
50% reduction in the monopolistic STD and ISD rates respectively.

For the first time in India, Airtel Long Distance Services has provided robust SLA-based,
highly reliable data connectivity to meet the high bandwidth requirements of large service
providers.
We have entered into strategic alliances with leading service providers, both domestic and
international, to provide high quality, end-to-end domestic and international long distance
services to the customers.
Our product offering includes STD/ISD prepaid cards and pre-paid cards for Indians
traveling abroad.
Enterprise Service:
A solution-based communication group especially created to deliver platinum service to

you. As a partner committed to your business needs, we under stand the unique
challenges that drive your business. The finest pool of industry experts, at Airtel
enterprise services, will constantly craft, create, and refurbish customized portfolio of
mobile, fixed line and data and internet solution. Backed by world-class telecom
infrastructure, global tie-ups and six sigma quality processes. All to help to make your
business @ ease
Technological partners
Airtel with its state-of-art telecom infrastructure and technology have some of the best
“Telecom Global Gains” as their technology partners. These are BT(UK) Siemens
(Germany), Emtel/MIC (Mauritius), MSI (UK) Duraline Corporation (USA) AND
Singapore Telecom (SINGTEL<Singapore).

We would like to reiterate that while we provides superior quality and responsive,
service, we also offer t5angible benefits as detailed below.
 24-hour customers call center
 Host of supplementary voice services like CLI, call forwarding, delayed hotline
 DND (Do not disturb), 3 party conferencing, Remote Telephone Management etc.
value added services like high speed data transfer on ISDN (INTEGRATED
SERVICES DIGITALNETWORK)and leased line networks.
.
 Advance value added facility of CENTEREX, for your wired premises. This
facility allows you to avail intercom facility on your direct lines at no extra cost.
This facility not only allows you to save high capital and maintenance cost of
EPABX, it also insures your organization from product obsolescence and future
up gradation.
 Attractive internet service offer.

DATA NETWORK & SERVICES
Data network is the modern way of establishing effective and efficient means of
communications. Airtel is establishing the state-of-the-art network infrastructure in all
major cities of Karnataka. The physical layer of the network infrastructure is optical fiber
cable (OFC), with a self-healing ring protection (SDH) technology. We offer high speed
data transmission with ISDN and point to point leased network solutions, which can be
customized to your requirements and applications.
AIRTEL TECHNOLOGY ADVANAGES
The technology deployed by Bharati is the latest state of the art and its exchanges within
a city, between cities and between zones are connected through very reliable and high
capacity transmission links on optical fiber cable on SDH (Synchronous Digital
Hierarchy) providing high quality uninterrupyrd and reliable telephony. Each zone has a
Mother Exchange’ (Large capacity main switching unit) connected too many ‘Daughter
Exchange’ (local exchange-RSUs / dlcs on copper and BTSs for wireless) while selecting
the latest technology our emphasis has been to address all the network elements
switching, transmission local access, network management and billing system to ensure
higher uptime and better quality of service.
 Switching-EWSD (Siemens make) digital switches with latest software and

hardware to provide more user-friendly features. CCS#7 signaling ensures faster
dialing. Features like call waiting, Call forwarding (on Busy, on No Reply or
Unconditional), 3 party conferencing, Distinctive ringing, Delayed Hotline, Do
not disturb, Malicious Call Identification, Abbreviated Dialing, Dynamic Locking
Wake up Service, Daily Alarm Service apart from CLIP (Calling Line
Identification presentation), Centrex and ISDN will be made available. We will
also be providing Advanced Intelligent Network (AIN) Features like virtual
private network. Advance free phone service, prepaid cark calling etc

 Transmission- Transmission and transport networks are on optic fiber cables on

SDH equipment which ensures uninterrupted connectivity and traffic flow even in
case of cable damage.
 Local access- Majority of the subscriber’s problems are associated with the “last
mile” in the subscribers loop, because it suffer from older cables, poor laying
practices junction boxes, termination and overhead drop wires. Longer the lengths
of subscribers loop higher the probability of faults.
 Network Management- To achieve international service benchmarks we have

provided centralized network management at Bangalore of various network
elements through out Karnataka.
 Systems / billing-Airtel provides customized user friendly billing with facilities

like itemized billing, credit control, combined departmental telephone expenditure
monitoring and convergent billing facility and ease of bill payment through drop
boxes / Airtel shops or Bank counters.
 Customer care-Airtel achieves higher service standards with a combination of the

latest technology giving high network reliability and round the clock responsive
customer care service. Airtel round the clock responsive customer care support
and fault repair service ensure faster problem resolution, enhancing up time of
customer lines.

Service Guarantee:
Fault Repair
Only Airtel telephone service comes with a monetary guarantee on timely

fault repair. We guarantee that your complaints on fault repair are attended to within next
4 working hours, else we will credit Rs 100/- to your next bill. Now no more weighting in
frustration for that telephone top be repaired.
Error Free Billing
Airtel telephone service also comes with a monetary guarantee on error

free billing. Thus ensuring you pay for your usage. Should you ever find an your bill, we
will ensure that Rs 100/- is credited to next corrected bill.

Fact sheet
Bharti Airtel Limited

Name:
Business Description Provides mobile, broadband & telephone (fixed line) and
enterprise services (carriers & services to corporate)
Established July 07, 1995, as a Public Limited Company
Proportionate Rs. 117,255 million (year ended March 31, 2006-Audited)

Revenue Rs. 81,558 million (year ended March 31, 2005-Audited)
As per Indian GAAP Accounts
Proportionate Rs. 42,250 million (year ended March 31, 2006-Audited)

EBITDA Rs. 30,658 million (year ended March 31, 2005-Audited)
As per Indian GAAP Accounts
Shares in Issue 1,895,743,597 as at December 31, 2006
The Stock Exchange, Mumbai (BSE)

Listings The National Stock Exchange of India Limited (NSE)
Market
Capitalizations
35,440,406 GSM mobile and 1,819,083

Customer Base

broadband & telephone (fixed line)

customers (Status as at month ended February 28, 2007
Provides GSM mobile services in all the 23 telecom circles in
India, and was the first private operator to have an all India
presence.
Operational Network
Provides broadband (DSL) and telephone services (fixed line) in 94
cities in India.
Bharti Airtel Limited

(A Bharti Enterprise)
Registered Office Qutab Ambience (at Qutab Minar), Mehrauli Road,
New Delhi - 110 030
Tel. No.: +91 11 4166 6000

Fax No.: +91 11 4166 6011/12

Features Landline Activation Charge Rental/Month Usage Charge Centrex

Call Activate 118 Nil Nil normal 118#

Waiting call rates
Deactivate 119 - - 119#

Activate 1222+x Nil Nil One 122*0+x#
pulse
Deactivate 1223 - - 1223#
Activate Number1. Nil Nil Normal
Press Flash. call rates
Dial
Number2.
Press Flash
&3
Parallel Activate 1502+X Nil Nil one pulse 1502*0+X#

Ringing
Deactivate 1503 - - - 1503#
Selective Create Nil nil

Ringing 20 1575*LL*0+ZX#
List

1575+
Activate 1573#
LL+ TN
De- 1576 +
1574#
activate LL
Delete
1576*LL#
List
Delayed Call Cost

Hotline Activate 120 + TN 20 120*x#
Deactivate 121 121#
Time Daily
Alarm Alarm
one pulse
126+HH for setting 0+126+HH
Activate Nil Nil +1 pulse
MM DD for MM DD
receiving
De-
127 Nil Nil 0+127#
activate
Casual
Alarm
one pulse
116+HH for setting
Activate Nil Nil 0+116+HH+MM
MM +1 pulse for
receiving
De-activate 117 Nil Nil 0+117
Voice Mail To retrieve

Service 1551 Nil Nil
messages
Activate-Call 166 Nil Nil
Diversion-

Immediate
Deactivate 176
Activate-Call
Diversion on 169 Nil Nil
Busy Condition
Deactivate 179
TARIF PLANS FOR THE TELEPHONE CONNECTION

Initial Entry cost for telephone connection
Security deposit for telephone line Rs 1000/- per line
Installation charges Rs 800/-per line
Telephone Tariff plans:
Plan Name TV 499 TV 999 TV 1495 DID Plan
Monthly Rent Rs 499/- Rs999/- Rs1495 Rs 0

Free Pulses 450 1000 1750 NILL
Pulse Charge 1.10/- Rs1.00/- Rs0.90/- Rs 0.90/-
INTRA-CTRCLE INTER-CIRCLE
Airtel to Fixed GSM WILL(M) Fixed GSM WILL(M)

0-50 km 180sec 45sec 45sec 90sec 30sec 30sec
50-100km 60sec 45sec 45sec 30sec 30sec 30sec
>500km 60sec 45sec 45sec 30sec 30sec 30sec
STD Rates from Airtel

ISD Rates from Airtel
1) USA, UK and Canada @Rs 6.99 per min
2) Rent of Europe (Except UK), Singapore, Indonesia, Hong Kong, Malaysia

&Thailand @Rs 8.99 per min
3) Rent of World @ 15.99 per min
ISD Rate is default minute based.
Awards and Recognitions for the Year 2006-2007

1. Bharti Airtel awarded the prestigious QCI-DL shah award on

Economics of Quality.
2. Bharti Airtel draws top honors at the MIS Asia IT Excellence

Awards 2006
3. Bharti Airtel among the top 10 best performing companies in the

world according to Business Week IT 100 list
4. Sunil Bharti Mittal is ‘CEO of the Year’ at the Frost & Sullivan
Asia Pacific ICT Awards 2006 & Bharti Airtel bags ‘Wireless
Service Provider of the Year' and 'Competitive Service Provider
of the Year'
5. Bharti Tele-Ventures is the “BEST INDIAN CARRIER” at

Telecom Asia Awards 2006

Vision:
By 2010 Airtel will be the most admired brand in India:
- Loved by more customers
- Targeted by top talent
- Benchmarked by more business
Mission:
We will meet global standards for telecom services that delight

customers through:
 Customer Service Focus
 Empowered Employees
 Innovative Services
 Cost Efficiency
A brief note on the some of the major competitors in the landline sector

BSNL
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom services in
India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service,
MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has
become one of the largest public sector units in India.
Reliance info COM
Reliance Communications has a reliable, high-capacity, integrated (both wireless and

wire line) and convergent (voice, data and video) digital network. It is capable of
delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for enterprises as
well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionizing the way India communicates and

networks, truly bringing about a new way of life.
Tata Teleservice

Tata Indicom offers you a range of products and services to suit your needs so you are
always connected
Mobile Wireless Phones Landline Phones Internet & Broadband Net Telephony Calling
cards
Tata Teleservices, the telecom access arm, today operates wireless services in 20 circles
and had a plan India footprint. The company has a customer base of over 305 million
spread over 1,000 towns.
ORGANIZATION STRUCTURE

About Vandana Enterprises
Vandana enterprises established on 29th October 2004 at initial capital Rs

12 lakhs. It is located central place of the market. It is easily manage the sales
force. The present Vandana enterprises having six (8) executives and manages
effectively. Eight executives effectively handle the task and customers problems.
The total turnover of the Vandana enterprises is 25 lakhs /months. The

problem faced by Vandana enterprises is other competitors located in near and
attracted towards.
A Vandana enterprise is district dealer for AirTel prepaid service as well as

land line service provider manages its service effectively for whole district. And
also identifying customer expectation and understanding his needs and wants.

Need of the research:

The telecommunication has become major sector in today’s marketing world. Various
upcoming features enhanced the global competition int today’s telecommunication sector.
Implementing new technologies, new features and considering the customers preferences
are important factors for companies existence in the competitive market. So if the
company wants to face the competition it has to have the updated knowledge of the
consumer taste and preference.
Our research is undertaken to study the awareness and perception of airtel landline
service and also to know the marketing strategies adopted by the company to beat the
competition.
The aim of this survey is to know the strength of the companies and the factor that this
companies focusing to become the market leaders.
Since selecting broadband services requires high involvement and also because of its
dynamic nature it is necessary to know the factors which influence the customer to go for
particular companies service so in this project this concept is highlighted as a objective.
So by this project it is easy to analyze the ways through which marketers trying to attract
the customers.
Research background

In today’s competitive telecommunication sector since airtel wants to become the market
leader in landline service providers, so by analyzing the present situation of Airtel
Company through this survey it is easy to give the valuable suggestion to become the
number one.
Type of Research design
 First, on consumer awareness level of different landline service providers

 Second, preference depending on service, connectivity, clarity, offers, tariff
plan, features.
 Third, factors influencing on selection process.
 Fourth, potential customer opinion towards the landline service providing
companies.
 Fifth, consumer perception due to various attributes.
Objectives and scope of the studying
Objectives of the study

 To find out the awareness of the airtel landline.

 To find out various reasons contributing in the selection of airtel landline
services.
 To find out which media inspires the customer to select landline.
 To find the customer perception towards the airtel landline in bagalkot.
Scope of the study
 The scope of the study refers to the area, which is going to be covered in the
marketing research. In this context the area considered for market survey is
bagalkot.
 The research deals with the awareness and perception of customer towards airtel
landline.
Research methodology
Exploratory research:

Exploratory research is concerned with discovering the general nature of the problem
and the variables that relate to it. Exploratory research is characterized by a high
degree of feasibility and it tends to rely on secondary data.
During this study, exploratory research is carried to identify the variables like,
customer perception, basis of purchase of decisions, importance of brand name,
customers opinion regarding various landline services, the innovative strategies used
by companies, which decides the strength of the company to be in the customers
mind and also to grab the major portion in the market.
Descriptive research:
After discovering the general nature and the variables relating to it, with the help of
exploratory research, a descriptive research is carried out during the study for the
purpose of accurate description of variables.
Descriptive research is carried out with the help of primary data collected from the
customer through questionnaires.
Data collection approach
To carry out this research primary data and secondary data are collected.

Primary data (survey data)
Systematic collection of information directly from the respondents. This data is

collected for the descriptive research, for the accurate of the variables of the
problem.
The survey data collected during the study includes the data collected through
questionnaire and face-to-face interviews with customer and retailers to know about
the consumer behavior.
Secondary data
The first step in data collection approach is to look for secondary data. Usually data
is developed for some purpose other than for helping to solve the problem at hand.
For some purpose other than for helping to solve the problem.
In this study secondary data is collected from company document, internet

sampling, and design of project
Step:-1
Define the population
Element: commercial establishments.
Sampling unit: business people, officials.
Extent to: Bagalkot

Time: During 4th dec to 31st dec and Jan to apr 2 days a
week.
Step:-2
Identify the sampling frame
 Respondents selected on random bases in a
specified area.
Step:-3
Specify sampling unit
 The sampling units are business peoples and
officials
Steps:-4
Sampling method
 Samples are selected on probability method of
sampling.
Step:-5
Determine sample size
 Elements of the target population are chosen
randomly.
Step:-6
Select the sample.
 I had selected the sample from Bagalkot.
RESEARCH INSTRUMENT:
Questionnaire:

Questionnaire is a formalized instrument for asking information directly from a

respondent.
During this research questionnaire is used as measurement technique for asking

information from the reachable customer.
Analyses of data:
Data are useful only after analyses. Data analyses involve only converting the series of
data recorded observation into descriptive statements.
The survey was carried out in Bagalkot and the sample size was taken as 100 customers.
The information gathered is been analyzed in a code sheet.
Ethics of Research:
In this study, the questionnaire is designed in such a way that the feelings of respondents
as well as the ethics of the company are not disturbed (This research also considers the
interest of general public and respondents). The research and research report is not
misleading any way.
Limitation of the study
1. Survey is limited to Bagalkot.

2. Sampling adopted is convenient sampling method.
3. Study time is limited for two months only.
4. detailed analyses was not possible
5. Since the information provided by the customers is assumed to be factual their

validity is not questioned.

DATA ANALYSIS
AND
INTERPRETATION
1) Which landline service are you aware of?
Frequencies

Analysis
The above data shows that 33% of them aware of all landline service providers 21% 0f
them said that they are aware of three telecom service providers, only 46% of them are
aware of two landline telecom service providers.
2) Which landline service currently do you have?
Frequencies
Analysis
The above data shows that 33% of them current user of bsnl landline 21% 0f them told
reliance, only 32% of them told airtel only 14% of them told tata indicom.
3) Since how long are you using _ _ _ _ _ _ _ _ _
Frequencies
USING
Cumulative
Frequency Percent Valid Percent Percent
Valid 1-3 10 10.0 31.3 31.3
3-6 12 12.0 37.5 68.8
6-9 8 8.0 25.0 93.8
9-12 2 2.0 6.3 100.0
Total 32 32.0 100.0
Missing System 68 68.0
Total 100 100.0
Analysis
The above data shows that 31% of respondents told that from last three months hey are
using airtel, 38% of them told 3-6 months,255 of them told 6-9 months, 6% of them are
9-12 months
4) Which factor made you to select the landline?
Frequencies
Analysis
The above data shows that 50% of them told that all factors influenced to select airtel, 6%
of them told three fctors,31% of them are told two factors, 13% of them told only one
factors influenced them .
5)How did you come to know about the landline?
Frequencies
Analysis

The above data shows that 28% of them told from all factors they come to know about
airtel land line, 38% of them told three factors, 34% of them told one or two factors
6) Which media inspired you to select landline?
Frequencies
Analysis
The above data shows that 10% of them all media inspired them to choose airtel land line
,25% of them told three media ,44% of them told one or two media.
7) What is your perception towards the following?

a) Clarity of voice
Frequencies
Analysis
The above data shows that 38% of them told clarity regarding airtel landline is excellent ,
44% of them told its good,18% of them told its average.
b) Connectivity
Frequencies

CONNECTI
Cumulative
Valid excellent 18 18.0 56.3 56.3
good 11 11.0 34.4 90.6 Analysis
avg 3 3.0 9.4 100.0
Total 32 32.0 100.0
The above
data shows
Total 100 100.0
that 56% of
them told
connectivity is excellent, with respect to airtel landline,33% of them told its good, 11% of
them told average about connectivity.
c) Customer care department
Frequencies
CARE
16
14
12
Analysis
10
The above data shows that 30%
8 of them told service regarding
6
customer care of airtel is
excellent,44% of them told
4 good,22% of them told its
Frequency
2 average only 12% of them told

0
poor about customer care.
excellent good avg poor
CARE
d) Billing
Frequencies

Analysis
The above data shows that 28% of them told billing system in airtel landline is
excellent.43% of them told well, only 28% of them told average about billing system.
8) How do you feel about the AirTel?
Frequencies
Analysis
The above data shows that 72% of respondents. Feels excellent about airtel ,28% of them
feel good.
9) Since how long are you using ____ ______

a) Reliance
Frequencies
Analysis

The above data shows that 20 respondents of reliance subscribers ,in that 40% of them
are using since from one year 60% of them are using from two years
b) Tata indicom
Frequencies
Analysis
The above data shows that 14 respondents of tata indicom subscribers ,in that 57% of
them are using since from one year 43% of them are using from two years
C) BSNL
Frequencies
BSNL
Cumulative
Valid 1-5 6 6.0 17.6 17.6
5-10 17 17.0 50.0 67.6
10-15 11 11.0 32.4 100.0
Total 34 34.0 100.0
Total 100 100.0

Analysis
The above data shows that 34 respondents of bsnl subscribers, in that 18% of them are
using since from 1-5 years, 50% of them are using from 5-10 years,32% of them using
from 10-15 years.
10) Are you satisfied with present one?
Frequencies
Analysis
The above data shows that out of 100 respondents 72% of them are satisfied with present
landline service,28 % of them are satisfied moderately with present landline service.
11) Any other service providers give you better plan saving in your bill
will you go for that service?
Frequencies
SWITCH
Cumulative
Valid yes 60 60.0 60.0 60.0
no 40 40.0 40.0 100.0
Total 100 100.0 100.0

Analysis
The above data shows that out of 100 respondents 60% of them are ready to switch if
better service is provided by other landline service .40% of them are not ready to switch.
12) If yes which one you prefer?
Frequencies
Analysis
The above data shows that out of 60 respondents, 53% of them prefer airtel,13% of them
bsnl,11% of them tata indicom , 23% of them told they prefer reliance
ANALYSIS

OF
HYPOTHESIS
Data analysis method:
Data analysis is crucial step in the market research. The purpose of this analysis is to
interpret the collected data & to draw the conclusions from the mass of collected data.
The statistical calculation is the un scratch able parts of any survey.
Test used

Here I have used the Z test because the size of sample size is more than 30.
In this test I have used standard error as standard deviation because I am dealing with the
proportions I cannot I have standard deviation.
Sigma p = P (1-p)
n-1
Z = Po-p
S where P = population proportion
Po = sample proportion
S = standard error
n = sample size
Testing of hypothesis
Hypothesis I.
The hypothesis is tested with the help of questionnaire the Ho states than more than 29%
of respondents aware of air tel landline service, As per data collected 33 out of 100
respondents are aware of airtel land line
Ho = P> 0.29
H1 = P<= 0.29

Using Z test can prove this
P = 0.29 1-P = 1- 0.29
N = sample size100 1-P = 0.71
a (alpha) = 5% level of confidence n-1 = 99
Z = 1.64 (referring table)
S = P (1-p)
n-1
= 0.29 (1-0.29)
99
S = 0.045
Po = 33/100 = 0.33
Z = Po-p
= 0.33 - .29
0.045
= 0.88

Conclusion: Accept Ho because it falls under the confidence level i.e., 1.64 it states
that more than 29% of subscribers are aware of airtel land line service.
Data analysis method:
Data analysis is crucial step in the market research. the purpose of this analysis is to
interpret the collected data & to draw the conclusions from the mass of collected data.
The statistical calculation is the unscratchable parts of any survey.
Test used

Here I have used the Z test because the size of sample size is more than 30.
In this test I have used standard error as standard deviation because I am dealing with the
proportions I cannot I have standard deviation .
Sigma p = P (1-p)
n-1
Z = Po-p
S where P = population proportion
Po = sample proportion
S = standard error
n = sample size
Testing of hypothesis
Hypothesis II .
The hypothesis is tested with the help of questionnaire the Ho states that more than 48%
of respondents are influenced by all factors of air tel landline service, As per data
collected 16 out of 32 respondents are influenced by all factors of airtel land line
Ho = P> 0.48
H1 = P<= 0.48

Using Z test can prove this
P = 0.48 1-P = 1- 0.48
N = sample size 32 1-P = 0.52
a (alpha) = 5% level of confidence n-1 = 31
Z = 1.64 (referring table)
S = P (1-p)
n-1
= 0.48 (1-0.48)
31
S = 0.0897
Po = 16/32 = 0.5
Z = Po-p
= 0.5 - .48
0.0897
= 0.22

Conclusion: Accept Ho because it falls under the confidence level i.e., 1.64 it
states that more than 48% of subscribers are influenced by all factors of airtel land line
service.

Findings
1) Out of 100 respondents, 33% of them aware of airtel landline 21% 0f them said
that they are aware of three telecom service providers, only 46% of them are
aware of two landline telecom service providers.
2) Out of 32 airtel landline subscribers, 50% of them told that all factors influenced
to select airtel,6% of them told three fctors,31% of them are told two factors,
13% of them told only one factors influenced them .

3) Out of 32 airtel landline subscribers,10% of them told all media inspired them to
choose airtel land line ,25% of them told three media ,44% of them told one or
two media inspired them to choose.
4) Out of 32 respondents, 38% of them told clarity regarding airtel landline is

excellent, 44% of them told its good,18% of them told its average.
5) Out of32 respondents, 30% of them told service regarding customer care of airtel
is excellent,44% of them told good,22% of them told its average only 12% of
them told poor about customer care.
6) Out of 32 respondents, 30% of them told service regarding customer care of

airtel is excellent,44% of them told good,22% of them told its average only 12%
of them told poor about customer care.
7) Out of 32 respondents, 28% of them told billing system in airtel landline is

excellent.43% of them told good, only 28% of them told average about billing
system
Suggestion
1. Distributor has to make aware of its customer through advertisement and
distributor has to provide some different schemes to retailer.
2. Good service is to be provided & increase service level to the present
customers through that they heard good word of mouth, which may result
in getting new customers.
3. Distributor needs to recruit more sales executives.
4. It should increase its promotional activities.
5. Distributor should provide offers & discounts to customers.

Limitation of the study
1) Survey is limited to Bagalkot.
2) Sampling adopted is convenient sampling method.
3) Study time is limited for two months only.
4) detailed analyses was not possible
5) Since the information provided by the customers is assumed to be factual their

validity is not questioned.

BIBLIOGRAPHY:
Books Referred:
Marketing Research by: Philip Kotler
Marketing Management by: Philip Kotler
Guide Lines on Project Report: ASHOK UTATGI

Web Sites Visited:
www.AIRTEL .com
www.myairtelr.com
ANNEXURE
QUESTIONNAIRE
REPORT


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Vandana Enterprises Bagalkot 1

I hereby declare that the project report entitled “Study on customer

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

I am the student of B V V Sangha's Institute of Management Studies

Shri, B.V.V.Sangha's Institute of Management Studies, Bagalkot

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

OBJECTIVES OF THE STUDY

DATA ANALYSES & INTERPRETATION

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

“Problem is the basis for conducting any research. In this context

The primary data was collected by means of survey. The information

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

OBJECTIVES OF THE STUDY:

 To find out the awareness of the Airtel landline.

 To find out which media inspires the customer to select landline.

 To find the customer Perception towards the Airtel landline.

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

All these services are provided under the Airtel brand.

B.V.V.Sangha’s Institute of Management Studies Bagalkot.

Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading

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We were the first to:

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BIL Network are enabled by latest technology in switching, transmition and

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Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading

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