CUSTOMER SATISFACTION SURVEY OF AIRTEL

MOBILE SERVICES

MARKETING:
Marketing means managing markets to bring about exchanges and
relationships for the purpose of creating value and satisfying needs and wants sellers
must search for buyers, identify their needs design good product and services, set
prices for them, promote then and store and deliver them. Activities such as product
development research, communication distribution pricing and services are core
market activities.
Although we normally think of marketing as being carried on by sellers,
buyers also carry on marketing activities. Consumers do “marketing” when they
search for the goods they need at prices they can afford. Company purchasing agents
do “marketing” when they track down sellers and bargain for good terms.
Marketing is a point at which the worth of the product is decided on the basis
of the consent of consumers. According to peter drucker, an industrialist should
acquire the knowledge of two capabilities viz. purpose and innovation. Innovation in
turn influences the purpose in accordance with the modified norms of the society,
modern marketing is a dynamic field products could be sold to the best satisfaction of
the users and a t a profit to the market. Marketing as a technology, its transparency is
to decide that should be produced how and when product could be most effectively
distributed among the customers. An industrialist has to face the challenges as per the
changing situations caused by human behavior. The growth with changes is to be
adopted for the prosperity of the community.
“Marketing is a social and managerial processes where by individuals and
groups obtain what they need and want through creating and products and value with
others”. – Philip Kotler.

Customer needs and wants are changing rapidly. Marketer needs to identify
the needs and wants of customers depending on those marketers needs to reach the
customer expectations for that marketers and conduct the customer satisfaction
surveys.
 Customer value and customer satisfaction are key building blocks for
developing and managing customer relationships.

CUSTOMER VALUE:
Customer value is the difference between the values the customer gains from
owing and using a product and the costs of obtaining the product. Customers form
expectations about the value of various marketing offers and buy accordingly. How
do buyers form their expectations? Customer expectations are based on past buying
experiences, the opinions of friends, and marketer and competitor information and
promises.
SATISFACTION:

It is a person’s feelings of pleasure / disappointment resulting from comparing

a product’s perceived performance (or customer) in relation to his / her Expectations.

SATISFACTION is a perceived performance & Expectations. The degree of

customer satisfaction varies with the individuals. The Customers those who are highly
satisfied are much less ready to switch over. High satisfaction / Delightement of the
customer create an emotional Affinity with the Brand not just a relational
performance. Highly Satisfaction of customer’s results in high customer loyalty.
The customers who are less satisfied will be always ready to switch over with
the Offerings of the competitor.
So, in today’s highly competitive Marketing Environment service is not just
the criteria or business firm but high customer satisfaction is the main aim of any
firm.
Especially, for Customer – centered company’s CUSTOMER
SATISFACTION is not only a goal but also a Marketing tool.
The company can increase the Customer Satisfaction by lowering its prices,
and by providing more Services then the Competitors.

There are several influential factors which forms the Expectations of the
Customers.
  PAST EXPERIENCE

 FRIEDS & ASSOCIATES

 MARKETERS

 COMPETITORS promises etc.,

If the performance of the company does not match the expectations then the
Customer is dissatisfied.
And if performance of the company match’s the Expectations then the Customer
is satisfied.
And if performance of the company exceeds the Expectations then the Customer
is Highly Satisfied and Delighted. And will be much less ready to switch over to other
Brands and shows High Customer Locality.

CUSTOMER SERVICE:
It is consisting of supporting of action for the core products.
It is designed to build customer relationships.
It is the Service rendered at free of cost.
Examples: - a retail employee helping customer to find an item, taking orders,
Handling complaints, and dealing with Billing Answering Questions, Free
service of automobiles and two - wheelers.

WHAT IS CUSTOMER SATISFACTION?

It can be defined as the extent to which a product’s perceived performance
matches a buyer’s expectations.
Customer satisfaction depends on the products perceived performance relative
to a buyer’s expectations. If the products performance falls short of expectations, the
customer is dissatisfied. If performance matches expectations, the customer is
satisfied. If Performance exceeds expectations, the customer is highly satisfied or
delighted.

Outstanding marketing companies go out of their way to keep customers

satisfied. A satisfied customer makes repeat purchases and tells others about their
good experiences with the product. The key is to match customer expectations with
company performance. Smart companies aim to delight customers by promising only
what they can deliver, then delivering more than they promise.
Marketers must be careful to set the right level of expectations. How ever although
the customer – centered firm seeks to deliver high customer satisfaction relative to
competitors, it does not attempt to maximize customer satisfaction. Customer value
and customer satisfaction are key building blocks for developing and managing
customer relationships.
Satisfaction is the customer’s fulfillment response. It is the judgment that a
product or service feature, or the product or service itself, provides a pleasurable level
of consumption _ related fulfillment.
Satisfaction is the customer’s Evaluation of a product or service in terms of
whether the product or service has met their needs & expectations. Failure to meet the
needs and expectations is assumed to result in dissatisfaction with the product or
service.

Satisfaction is viewed as:

a) CONTENMENT: Where the customers does not think of more about the
Service as he is satisfied with the present state of affairs.

b) PLEASURE: Customer feels good or associated with a sense of

belongings.

c) DELIGHTED: Customers are surprised positively.

d) RELIEF: Removal of negative aspects of satisfactions.

Satisfaction is a dynamic, moving target that may evolve over time and is
influenced by variety of factors. Customer satisfaction is influenced by several
factors.
WHAT DETERMINES THE CUSTOMER SATISFACTION?
Customer satisfaction is influenced by specific product or service and by
perceptions of quality. Satisfaction is also influenced by Customer’s Emotional
Responses, their attributions, and their perceptions of quality.
 Product & Service Features.

 Consumer Emotions.

 Attributes for Service success or failure.

 Perceptions of Equity Family.

 Other Consumers, Family members & Co workers.

PRODUCT & SERVICE FEATURES:-

The failures of the service scientifically affect the satisfaction of the customer
e.g.: Hotel & privacy, helpfulness and courtesy of staff, room price, pool area etc.,
customer may even make trade offs among different service features e.g.:- price level
V/s Quality V/s Friendliness of personnel vie level of customization.
CONSUMER EMOTIONS:-
When it is in a very happy stage in his life (Vacation) and this happy mood
and positive frame of mind will influence the service is experiencing. Contrary to this
when the customer is in a bad mood, the negative feeling arising out of the bad mood
will be carried over to experience of services and cause the customer to over – React.
Thus emotions effect the satisfaction of any customer.
ATTRIBUTES FOR SERVICE SUCCESS OR FAILURE:-
Attributes are perceived causes of Events experienced by the customer. The
customer when is experienced by an Outcome, a +ve or –ve will try to identify the
reasons for the outcome. For e.g., if a customer of a weight loss Clinic fails to loose
weigh as hoped for, Will like to search for the cause. Whether it was due to
ineffective diet Plan, he couldn’t follow the diet regimen etc,

PERCEPTIONS OF EQUITY FAMILY:-

If a Customer feels that he has been treated fairly in comparison with other
customers, with respect to price and Quality etc., will be satisfied. These perceptions
of fairness or equity in receiving the services influence Satisfaction of Customers.
OTHER CONSUMERS, FAMILY MEMBERS, AND CO-WORKERS:-
The Satisfaction of members of a family vacation trip will be influenced by
the members on the Vacation events. Satisfaction becomes the dynamic phenomenon
when it comes to group influence.
Besides the above factors, product quality, service quality with respect to
physical environment, interaction and outcome and price also affect Customer
Satisfaction.
SERVICE QUALITY DIMENSIONS:
Research suggests that customers try to perceive quality based on multiple
factor other than 3 P’s:
Para Suraman, Zeithman and Berse in their research have identified five
dimensions of service quality which are applicable for a variety of Services. The five
dimensions are as follows:
1. Reliability
2. Responsiveness
3. Assurance
4. Empathy
5. Tangibles.
OUT COMES OF CUSTOMER SATISFACTION
Why all of this attention to Customer satisfaction?
Individual firms have discovered that increasing levels to Customer
Satisfaction can be linked to Customer loyalty and profits. There is an important
relation between Customer Satisfaction and customer loyalty. This relation ship is
particularly strong when customers are very satisfied. Thus firms that simply aim to
satisfy customers may not be done enough to include loyalty – they must instead aim
to more than researchers have also found that there is a strong link between

Dissatisfaction and customers reach a particular level of dissatisfaction or

when they are dissatisfied with critically important service attributes.

Thus many companies are spending more time and money understanding the
underpinnings of Customer Satisfaction and ways that they can improve their
Services.
IMOPRTANCE OF CUSTOMER SERVICE SATISFACTION

Customer satisfaction is considered to be one of the most important parameter

to indicate overall development of quality of economy.

The importance of customer satisfaction can be summarized as:

1. Customer satisfaction is an important indicator of national economy health

expressed in terms of stock value and corporate earnings.

2. The public policy maker believes that customer service satisfaction is also an
indicator of quality of life.

3. Increase in level of customer satisfaction leads to increase in customer loyalty

and profits.

The customer satisfaction measurement and their indexes portray the quality of the
economic output. The American Customer Satisfaction index developed in national
quality research center at university of Michigan is a measure of quality of goods and
services as experienced by a consumer.
NEED OF THE STUDY:

In the present scenario the mobile industry is growing rapidly. Competition

among the organizations is increasing day-to-day. To face the competition
organization needs to understand the competitor’s strategies and changing needs and
wants of customers.
Customer satisfaction plays a vital role in the success of every organization or
industry.

If Marketer wants to reach the expectations of buyers he should have to

conduct the surveys. By conducting customer satisfaction surveys marketer gain the
knowledge about customers about their needs and wants.

This customer satisfaction survey provides the information to the company is

that how many customers are using pre and post paid services, on what services
customers feeling happy and on what services customers feeling unhappy, opinions
about customer care officer and Airtel relationship centers, opinions about value-
added-services and valuable suggestions were drawn from the customers.

OBJECTIVES OF THE STUDY:

1. To measure the customer satisfaction and pinpointing the problems.

2. To analyze the needs and wants of customers.

3. To examine mostly on what services customers feel happy and on what

services feel unhappy with the services provided by Airtel.

4. To evaluate the how many customers are using pre-paid and post-paid services
and their satisfaction level.

5. To find out the performance of Airtel relationship centers.

6. To identify the strengths and weaknesses of the company.

SCOPE OF THE STUDY:

 The study has been restricted in respect of time limited as it has to be

completed with in the stipulated 7 weeks.

 It is intended to consider the opinions of the customers.

 Whether the customers get real satisfaction with the service.

 The study was restricted to the sample from the khammam town.

 This project studied on the basic criteria of knowing the degree of satisfaction
regarding Airtel services.
METHODOLOGY:
Research Methodology : Survey Method

Research Instrument : Questionnaire

Contact Method : Personnel Interview

The questionnaire was the main tool used for securing the responses form the
customers regard the companies products and services.

The customers were contacted personally, interviewed and requested to

respond to a schedule of questions at Innovative communications at khammam.

The valuable information was collected from the customers respect to their
needs, wants, and opinions of the services provided by Airtel and suggestions were
drawn.

DATA COLLECTIONS:

The data collection is of two types. They are:

1. Primary data.

2. Secondary data

Primary source of data:

Meaning: primary sources of data are the data which needs the personal efforts of
collect it and which are not readily available.

Primary sources of data are the other type of sources through which the data
was collected.
Following are the few ways in which the data was collected:

1. Questionnaires: Its set of questions on a sheet of paper was being given to

the respondents of fill it, based on which data was interpreted.

2. Direct interviewing: Direct interviewing involved the process where I

asked the questions directly to the retailers and got the feedback.

Secondary sources of data:

Secondary sources are the other important sources through which the data
were collected. These are the readily available sources of the data where one had no
need to put much effort to collect because it is already been collected and part in an
elderly manner by some researchers, experts and specialties.

The Secondary sources helpful for study were:

Textbooks like marketing management, research methodology, advertisement and

sales promotion etc.

1. Internet was made use for the collection of the data.

2. Newspapers were also referred.

3. Business magazines were also referred.

4. Some journals were also referred.

5. Library survey:

This was also undertaken for the collection of data. This type of research is based
on books, periodical, journals, documentation, and secondary data etc., which are
available in the library.
Sample Design

Sample of 100 customers were drawn on random basis. The main aim is to
cover a majority of respondent’s allover khammam. Considering the convenience and
time constraint, the study is confined to Khammam.

The sample of 100 customers, age group is between 17 to 60 years those are
businessmen’s, students, employees, housewives, doctors, lecturers, teachers and
executives.

PERIOD OF THE STUDY:

The study period is limited to 7 weeks.

PRESENTATION OF THE DATA:

 A schedule of 18 questions has been prepared to suit the objectives of the

study.
 On the basis of convenient random sampling technique, the respondents have
been selected and information has been collected.
 The collected information has been classified, tabulated, analysis using
mathematical tools like percentages and interpretations have been drawn.
 After analysis, findings have been drawn and suggestions are offered.

PRE-TESTING OF THE QUESTIONNAIRE:

The pre-testing of the questionnaire was done by Mr. G. Raghavendra Reddy,

Customer Relationship Manager of INNOVATIVE COMMUNICATIONS, Wyra
Road, Khammam, India and the valuable suggestions given by him are considered and
the questionnaire was modified accordingly.
ADVANTAGES AND BENEFITS OF CUSTOMER SATISFACTION
SURVEY:

Customer Satisfaction Survey Solution Providing Competitive Edge

Throughout the global marketplace, Customer Satisfaction surveys is often regarded
as the most accurate barometers to predict the success of a company. Because they
directly ask about the critical success factors of a business, if done effectively,
Customer Satisfaction surveys can deliver powerful incisive information and provide
ways to gain a competitive edge.

By implementing Customer Satisfaction Surveys to know the customer

relationship management strategy, enterprises are able to gather measure and analyze
valuable information with more accuracy, consistency and in less time than using
traditional telephone or paper surveys.

Obtaining customer feedback from surveys (through questionnaires) in a

timely and useable format, helps ensure that a business is meeting and hopefully
exceeding customer expectations, and gives insight on where changes should be made
to increase satisfaction and overall success.

BENIFITS:
1. Faster Turnaround:
Because constant customer feedback has become a necessity in today's global
marketplace it provides accurate and up-to-date information.
2. More In-Depth Analysis:
Because its solutions can integrate existing customer data, identifying areas
for improvement and new opportunities across a single platform.
3. High Degree of Flexibility:
Satisfaction surveys are an important vehicle for collecting customer’s
opinions and needs.
4. Cost Effective.

5. Time

In a buyers market where the customer is the king, business begins and ends
with the customer. The business growth, profitability, liquidity and image of an
organization depend upon the customer. It is therefore essential that a supplier meets
the customer’s expectations fully and ensures that he is satisfied. Hence it is necessary
to place emphasis on building and maintaining customer satisfaction by putting the
customer first in all activities.

Customer satisfaction is the customer’s perception that a vendor has met his
expectation fully, efficiently and promptly.

This may pertain to different segments of business from marketing,

engineering, manufacturing, timely project completion, quality, response to customer
queries/suggestions/letters, post-installation services, complaint handling etc.

Customer satisfaction is the summary of the opinion of the customer about the
vendor. Right from pre-marketing to after-installation service and complaint
management, the customer comes in contact with carious departments and functions
of vendor organization and the opinion he makes about the supplier is the sum total of
his experience and perception he makes while coming in contact with different
sections of vendor.

The customer ultimately chooses a vendor who provides him more value for
his money and with whose product he is comfortable and satisfied. Higher the
satisfaction level, the better is the emotional and sentimental attachment to that brand
and more intense is the relationship between the customer and the vendor. With all
the products and services, these are always chances of problem arising.
What makes a company stands out from the rest is the way these problems are
handled. The customer expects that when he makes a request for assistance, it will be
listened to the issue will be resolved as quickly as possible.

Will have a bearing on the trouble free operation and lesser maintenance
requirement after the product has come into the operation, i.e. efficiency and
performance and its maintenance requirement. If a product is having frequent
breakdowns or is requiring expert attention more frequently, it becomes a source of
irritation for the customer apart from the financial loss. Similarly, if the equipment is
not operating efficiently and consuming higher resources, it becomes a source of
worry and headache for the customer.
It is seen that in consumer segment, many customers are able to tolerate slight
inefficiency but will get completely detached with the vendor if the product needs
high maintenance.
In core segment equipment efficiency is an important as its availability. Too
much maintenance may affect availability of the equipment and it may derail the
economic calculations of the customer.
It is generally seen that no single vendor would be able to provide the entire
above feature. There will always be some positive and negative features in the
product and human behavior that will please or antagonize the customer. More the
positive feeling, the more satisfied a customer feels.
The vendor must make an attempt to increase these positive feelings and make
determined attempt to strengthen them. At the same time he should also look for the
deficiency factors and try to remove them.
This way he can enhance the satisfaction level of the customer.
What will satisfy a customer or, for that matte, an individual is difficult to
predict and will vary from customer to customer.
While some may place more emphasis on price others may be more worried about
quality or complaint management.
It is thus necessary to target a customer and then work out factors that he
considers important and address them appropriately.

Factors affecting customer satisfaction:

Customer satisfaction is the ultimate and final opinion of customer about the
vendor and its product. It is shaped by the vendor’s performance or the perception of
customer about vendor performance on following factors:

 Capability – financial, technological, project management, managerial.

 Engineering and technology.

 Response from vendor.

 Vendor’s ability to meet commitments.

  Customer service.

 Complaint handling.

 Product – efficiency, quality, price, performance.

 Appearance and customer friendly features.

 Life cycle.

 Smooth and trouble free operation.

 Maintenance requirements.

Below is a Customer Satisfaction Pyramid broadly divided into three levels

“CUSTOMER SATISFACTION PYRAMID”

 Higher Loyalty
DELIGHTNESS

Loyalty
SATISFACTION

DISSATISFACTION

The above pyramid implies that, the firm not can reduce dissatisfaction among
customers but can also pushup some of the dissatisfied customers on to satisfaction
level by fulfilling their requirements with its effective after sales service. Here the
arrow indicated after sales service

1. REDUCTION OF DISSATISFACTION AMONG

CUSTOMERS

People buy products/services with certain expectations based on their past buying
experiences, opinions of their friends and associates & marketer- competitor
information and promises regarding that particular offer by the sellers. Their
expectations are mainly centered in pursuit of their needs and wants that are to be
fulfilled by the product / service opted for.
 These expectations could be about product’s features or its longevity or its
promised attributes by the seller. Customers believe that, they have taken the right
decision by purchasing that particular offer / brand and they will get higher delivered
value from that offer. Hence their post purchase behavior will be in relation to their
expectations and product perceived performances. They will arrive at different
satisfaction levels about the product they bought. They will get satisfied or delighted
if the product perceived performance is in accordance with or above their
expectations. If the products perceived performance is in their expectations a sense of
dissatisfaction arises in them and it is of higher degree if the gap between product’s
performance and consumer expectation is more.

Once the customers recognize variance in their expectations eight with the
products perceived performance or in its promised attributes, they tend to be
frustrated and lose enthusiasm in having new product. This frustration among
customers will result in post purchase conflict or COGNITIVE DISSONANCE.

That is they feel uneasy about the chosen brand and also about losing the
benefits of the brands not purchased. They react sensitively to factors / incidents that
influence or challenge their purchase decision and get dissatisfied with their purchase.
The dissatisfaction among customers will be strong if the consumers are more
sensitive. This can be explained with the following example.

E.g. A woman purchases a refrigerator of brand ‘X’ based on certain

expectations regarding that brand. She believes that brand ‘X’ will deliver her higher
value with her purchase. That is, she will receive higher profit with that brand ‘X’
then from competing brands and it would support her purchase decision.

After few days of purchase she identifies a problem with her refrigerator that
she has not expected as per the seller’s promises. Her refrigerator is making noise
continuously which it is not supposed to do. This creates a lot of disturbance to her
and taking away her piece of mind. As a result, she loses the enthusiasm of having
new product and admits to post purchase friends that challenge her purchase decision.

PROBLEMS WITH DISSATISFIED CUSTOMERS

 A dissatisfied customer gradually builds up negative attitude and feelings
towards that brand, loses trusts in it. She speaks badly about the brand / company and
induces negative feelings about the brand among prospects. As bad word-of –mouth
spread is higher, it quickly damages the company’s reputation in the market place and
adversely affects the company. ”We can’t ensure that a satisfied customer will buy
other products of the company but we can be absolutely sure that a dissatisfied
customer may not be willing to buy other products of the company.” As a result of the
above factors the company not only loses its existing customers but also some of its
future customers too. This will spell big trouble to the company if the number of
dissatisfied customers is high. This shows that the company should always try to
reduce the number of dissatisfied customers.

With the help of after sales service the company tries to address the post
purchase dissonance of customers by giving its After Sales Service (A.S.S) as an
effort to support their decision. The company reassures the customers with good
quality service and ensures that, customers should feel that the company is there to
help them in case of malfunctioning of the product, thus after sales service
programme can be used effectively to reduce post purchases dissonance.

2) INCREASE IN THE NUMBER OF SATISFIED CUSTOMERS

A company’s sales activity should result in customer satisfaction in most of

the items. It is because company sales basically generate from two groups: One being
new customers, another is the loyal customer group. For any firm it usually costs
more to attract new customers than to sell to loyal customers, and the best way to
retain or bring about loyalty among customers is to keep them satisfied. Loyal
customers buy the product again or buy other products of the same company with
higher probability and they talk favorably about the product / brand to other, pay less
attention to the competing brands and advertising. A loyal customer is an asset to the
company as they generate sales to the company with repeat purchases or with good
word-of-mouth to the utmost extent.
 With the help of good after sales service programme, the company can
establish a cordial relationship with its customers. For this it should opt for a values
delivery system consisting of effective delivery and installation, courteous attention
towards customer complaints, promptness in providing customer service etc., it can
communicate with its customers by sending mails or giving calls in an effort to know
the product’s performance and customer satisfaction levels. These signals to the
customers of the company, the company’s commitment to customer care.

INTRODUCTION TO THE MOBILE INDUSTRY

The cellular phone industry is one of India's rapidly growing industries. Since
the industry came into being in the mid 1990s, its average per annum growth rate has
been a phenomenal 85 percent. By the end of 2002, the Indian cellular phone industry
had over 10 million subscribers. The industry has undergone a number of changes
over the years. The National Telecom Policy 1999 was an important landmark in the
development of the cellular telecom industry in India; the tariff rationalization and
policy regulation introduced in the Policy helped the industry grow at the pace it did.
The years 2001 and 2002 saw an increase in level of competition in the industry with
more operators being given licenses, and fixed line providers also entering the mobile
market. In 2003, Telecom Regulatory Authority of India (TRAI) announced
regulation of interconnects user charges to resolve conflicts between cellular operators
and fixed line operators.

“The Government of India recognizes the importance of the

telecommunications (telecom) sector and has given it due importance. The
telecom sector is broadly divided into two types of service providers - basic
telephony and cellular telephony”

1. Basic Services: The major players providing basic services are BSNL, the
Tata's and Reliance, which use the code division multiple access (CDMA)
standard, which provides limited mobility. Using CDMA, calls can be made to
and received from certain fixed areas.
 2. Cellular Services: Operators providing cellular services use the global system
for Mobile communications (GSM) standard; using this, calls can be made to
and Received from any place. The major players in this segment are Bharti,
Hutchison, BPL and IDEA.

MOBILE SERVICE PROVIDERS IN INDIA:

1. AIR-TEL.
2. IDEA.
3. HUTCH.
4. BSNL (Bharath Sanchar Nigam Limited).
5. RELIANCE.
6. TATA-INDICOM.

INTRODUCTION TO GSM
WHAT IS GSM?
Global System for Mobile Communication (GSM) is a set of standards
specifying the infrastructure for a digital cellular service. The standard is used in
approx. 87 countries in the world including such locations as Europe, Japan &
Australia.

GSM CALL ROUTING

MOBILE SUBSCRIBER ROAMING:

When a mobile subscriber roams into a new location area (new VLR), the
VLR automatically determines that it must update the HLR with the new
location information, which it does using an SS7 Location Update Request
Message. The Location Update Message is routed to the HLR through the
SS7 network, based on the global title translation of the IMSI that is
stored with in the SCCP Called Party Address portion of the message. The
HLR responds with a message that informs the VLR whether the
subscriber should be provided service in the new location.

MOBILE SUBSCRIBER ISND NUMBER (MSISDN) CALL ROUTING:

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 to route
the call to the subscriber’s 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.

GLOBAL KNOWLEDGE COURSE

This course will provide the participant with a broad and clear understanding
of the GSM system. It also acts as a base for other studied in radio and wireless
systems architectures and applications. The main functions of each device (node) on a
GSM network will be studied with specific emphasis on the relevance to the overall
system. The course will give the participant a clear distinction between the ETSI
standards and the implementations by the various suppliers.
 The GSM overview is a natural starting point in the overall wireless
programme. This course will introduce the systems, components and rational for use
to the newly employed staff member. Upon completion of this course, you will be
able to openly discuss and explain the functions of the nodes in the systems. Further,
you will be able to describe the principles of different traffic capacities and how the
network handles the call. You will also be able to discuss the Short Messaging
Service and the Global Roaming Capabilities.
Who Needs To Attend
• Engineers responsible for the overall design of the network architectures.
• Sales and marketing personnel working in the wireless industry.
• Managers and Executives who feel they need a broad understanding of the
systems and operations of GSM cellular wireless systems.
New staff members in corporations who will be responsible for administering GSM
cellular wireless systems.
GSM CALL ROUTING SYSTEM WITH MSC1, MSC2 AND HLR1, HLR2:
 MSC2
HLR1

MSC1 HLR2

GSM Signaling platform GSM Signaling platform

External PSTN

INTRODUCTION TO CDMA TECHNOLOGY

A CDMA (Code Division Multiple Access) cellular phone system uses spread
spectrum technology where multiple users access the same frequency at the same
time. Since the frequency usage efficiency is higher than a conventional system, a
CDMA cellular phone system has the advantage of being used for large capacity
systems, including cellular phone systems that use satellites. Also, the average
transmission power of a CDMA cellular phone system is extremely small, which
means that the effect on the human body is minimal. As a result CDMA is highly
expected as the next generation cellular phone system. CDMA cellular phone system
services have already begun in South Korea, although on a small scale, and the world
is paying attention to the results. The United States, Japan and other Asian countries
are also scheduling the start of this service, therefore, in the future an explosive
increase of demand is anticipated.
This system, however, demands various advanced technologies, such as a
wide range of precise transmission/receive power controls, in addition to complicated
digital signal processing technology. To meet these requirements with high reliability
and low cost, the development of custom ICs for CDMA cellular phones has been
promoted to completely integrate all functions to ICs. The AGC (Automatic Gain
Control) amplifier IC which controls the transmission/receives power is one of the
most important components to commercialize CDMA cellular phone systems. These
papers reports on the AGC amplifier IC, for controlling transmission/receive power,
which Oki developed for CDMA cellular phones using GaAs MESFETs.

COMPANY PROFILE:
Airtel is the “Total Telecom Provider” for India’s large enterprises. It
harnesses the power of alliances to combine with ownership of media and
technologies to create business- enabling end-to-end solutions.
Aitrel work closely with its enterprise customers to uniquely address all their
strategic connectivity needs, by using a mix of applications and technologies.
Our entire organization is tailored to bring focus to our customers’ needs
through a unique multi-dimensional structure.

 Airtel have a Regional organization to ensure customer proximity.

  Its “Vertical” organization-also available regionally-ensures depth of customer
understanding and focus for extensive coverage.

 Airtel have a solutions group- to construct superior solutions.

 Aritel’s projects team ensures top class execution of a solution, and

 Airtel provide high quality post-implementation support through our customer

services team.

Airtel end-to-end solutions are supported by global quality standards shaped by

six sigma methodologies and world-class customer care.

At airtel Enterprise Services, our philosophy is “Value creation” for our

customers. Therefore, it creates solutions that are flexible, scalable and robust. Airtel
is technology neutral and customer focused.
It has a blue-chip client list. And the largest enterprises in India are our customers.

Product Portfolio
A Benchmark Portfolio:
Airtel Enterprise Services brings you to a bench mark portfolio of products
and services to take care of unique communication needs. Our end-to-end
communications solutions help you run your business @ease.
Our services include the following:

 Voice Services.

 Mobile Services.
  Satellite Services.

 Managed Data & Interest Services.

 Managed e-Business Services.

Fixed Line Voice Services

Bharti Airtel became the first private fixed- line service provider in India. It is
now promoted under the Airtel brand. Recently, the Government opened the fixed-
line industry to unlimited competition. Airtel has subsequently started providing
fixed-line services in the four circles of Delhi, Haryana, Madhya Pradesh, Karnataka,
and Tamil Nadu & UP (West).

Airtel enterprise services believe that these circles have high

telecommunications potential, especially for carrying Voice and Data traffic. These
circles were strategically

Selected so as to provide synergies with Airtel’s long distance network and

Airtel’s extensive mobile network.
Airtel Enterprise Services, India’s premium telecommunication service, brings
to you a whole new experience in telephony. From integrated telephone services for
enterprises and small business enterprises to user-friendly for Broadband Internet
Service (DSL), we bring innovative, cost-effective, comprehensive and multi- product
solutions to cater to all your telecom and data needs.

Voice - Product Portfolio:

Airtel Enterprise Services telephone services go beyond basic telephony to
offer our users a whole host of value added services as well as premium add-ons.
Each telephone connection from Airtel Enterprise Services is backed by a superior
fiber-optic backbone for enhanced reliability and quality telephony. Few of the value
Added Services offered are calling Line Identification, Three party conferencing,
Dynamic lock, Hunting Numbers, Parallel ringing etc.,
 Airtel Enterprise Services voice services provide Free Dial – up Internet
access that is bundled along with your Telephone connection from Airtel. It’s fast,
reliable and gives you unlimited Internet Access. All you need to do is dial 1500
through your dialer.

Airtel Enterprise Services also provide services like Audio Conferencing,

Toll Free Numbers, and Virtual Calling Cards & Premium Rate Services. These
and other technology benefits of Voice services from Airtel Enterprise Services are
backed by 24x7 customer service and a team of highly trained engineers.

Mobile Services:
Established in 1985, Bharti (Airtel) has been a pioneering force in the telecom
sector. Bharti gave Delhi its first mobile services – Airtel. Today, Airtel’s mobile
footprint extends across the country in 21 telecom circles. Its service standards
compare with the very best in the world. In fact, that’s how Bharti has managed to
win the trust of millions of customers and makes it one of the top 5 operators in the
world, in terms of service and subscriber base.
The company has several Firsts to its credit:

 The First to launch full roaming service on pre-paid in the country.

 The First to launch 32K SIM cards.

 The First in Asia to deploy the multi band feature in a wireless network for
efficient usage of spectrum.

 The First to deploy Voice Quality Enhancers to improve voice quality and
acoustics.

 The First telecom company in the world to receive the ISO 9001:2000
certification from British Standards Institute.

Airtel Pre-Paid
 Airtel pre-paid, the ready cellular card from Airtel, makes everything that
customers dreamt and believed, possible. It’s simple to use and comes with a host of
great features.

Total Cost Control

Customers can enjoy the liberty of total cost control with their Airtel pre-paid!
They can recharge as much as they feel the need to!

Instant Balance Inquiry

Subscribers can check their talk-time instantly by calling Airtel’s toll-free
number.

Easy Recharge
Airtel pre-paid easy recharge presents the world’s first recharge that lets
subscribers decide how much they want to recharge for.

Airtel Post-Paid
Airtel post-paid gives subscribers unlimited freedom to reach out to their
special ones, in their special way.

National and International Roaming Access

Airtel post-paid connection gives subscribers the convenience of one number
across the globe in 300 international networks, 200 countries and over 1800 cities in
India.

Easy Billing
Airtel subscribers enjoy the luxury of viewing the details of their last 3 billing
cycles and the convenience of paying their Airtel bill online.
24 hour customer service
Only Airtel offers subscribers the finest 24 hours customer service facility,
with trained, multi-lingual staff to take care of all their queries and concerns.

Network Quality and Advantage

Airtel has introduced India’s first Dual Band Network. Which means now it
has two bands (900 MHz and 1800 MHz) to carry calls, thus minimizing network
congestion even during peak hours and in high traffic areas? The Dual Band Network
optimizes Airtel’s current spectrum, thus offering:
 Enhanced capacity to ensure better connectivity.
 Quick call setup.
 Seamless coverage.
 Improved indoor coverage.
 Voice quality enhancement.
 No call drops.
Airtel has also been among the pioneers in launching Enhanced Data Rates for
Global Evolution (EDGE*). EDGE* is a 3G technology that delivers broadband- like
data speeds to mobile devices. It allows consumers to connect to the Internet and send
and receive data, including digital images, web pages and photographs, three times
faster than possible with a GSM / GPRS network.

Business Tools and Solutions

Airtel Mobile Services brings the advantage of customized Business Tools and
Solutions tailor- made to the requirements of the enterprise customer. This gives
enterprises the convenience of being connected to the World, both for work as well as
their personal requirements.

Mobile Office
Staying in touch when on the move with Mobile Office.
 Access e-mails on handsets or laptop / PDA while on the move.
  Secure connectivity to e-mail accounts without backend configurations.

 Available across all Airtel circles.

 Indispensable asset for traveling executives as it enables them to be in

touch anytime and anywhere while roaming.

 Possible with a GPRS handset and an Airtel connection.

Multi Media Messaging

Airtel has also made sending and receiving multimedia message possible. Just
like SMS, subscribers can send and receive MMS on their GPRS enabled phone, from
anyone anywhere in the world. They can also receive Multimedia Messages even if
they do not have a GPRS / MMS enabled phone by simply logging on to
www.airtelworld.com.

Airtel Masala
Subscribers can visit Airtels’ Fun Portal and Download Ring tones / Logos /
Games / Wallpapers and much more just with a click of a button.

Advanced 32K Airtel SIM Card

Customers can also enjoy a whole gamut of services with their Airtel sim card.
To make life easy and business more efficient, Airtel has loaded rich services on its
Airtel card. Now there’s no need not worry about remembering series of numbers to
avail various Airtel services. By just scrolling down their menu, users can experience
Airtel’s various VAS services.
 Airtel Services.
 Dial in Services.
 Voice portal.
Users also get enhanced memory on their Airtel SIM card. As a result they can store
250 phone numbers and addresses and 20 SMS on their SIM card.
SMS Directory
Airtel has introduced the smart corporate way of communicating with
colleagues and close business associates. Now there’s no need to remember the
mobile numbers / landline numbers of colleagues while on the move. By simple
typing and sending their names to a specially defined short code they can get their
contact numbers, instantly.

Sales Automation Tools

Airtel presents Sales Force Automation Solution – a customized menu based
service. With this enterprises can now manage their sales force operations through the
click of a button. They can keep track of their sales force / their performance / and
their requirements at any given point of time. What’s more? Even the sales force need
not visit the office to send reports or provide market updates; they can simply do all
these via their Airtel mobiles.

Other Effective Business Tools

Corporate Group Messaging: This feature allows users to send one
SMS to multiple contacts, any where in the world. Users can create their own groups,
communities in order to SMS all of them at the same time with reduced rates per
SMS.
Dial in Concierge Services: A new Airtel connection comes with special
numbers. By simply dialing the relevant number from their phone book memory,
users can get information on Travel, Stocks, Restaurants, Florists, and Car Helpline
etc.
Call Conferencing: This service enables users to talk simultaneously with
up to 5 other people at the same time. It’s a great way to conduct business on the
move.
 Born: June 15, 1950
Ludhiana, Punjab, India

Occupation: CEO of Bharti Airtel

Net worth: $6.9 billion USD, forbes

Website: www.airtel.com

Sunil Bharti Mittal is an Indian businessman. He is chairman and managing

director of Bharti group. The $1.1 billion (revenues) company runs India's largest
GSM-based mobile phone service. He is worth $6.9 billion and the 6th richest Indian
in the world according to Forbes Magazine.

Bharti Group

Son of a politician, he built his Bharti group, along with two siblings, into
India's largest mobile phone operator in just ten years. Vodafone and SingTel both
own stakes in the recently renamed flagship company Bharti Airtel. Group also has
partnerships with Axa for insurance and with the Rothschild family for exporting
fruits and vegetables. He has been Chairman & Managing Director of Bharti Group
since October 2001.

History

Resident in Delhi, he is married with three children. 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. He was one of the first
Indian 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.

Tie-Up with Wal-Mart

In November 2006, he struck a joint venture deal with Wal-Mart, the US retail
giant, to start a number of retail stores across India.

In July 2006, he attracted many key executives from ADAG Company, NIS
Sparta and created Bharti comtel.
Awards

Sunil has received several awards including:

• Asia Businessman of the Year, Fortune Magazine 2006 [1]

• Telecom Person of the Year, Voice & Data, 2006
• 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

External links

• Bharti's agri-venture with Rothschild family

• Sunil Mittal's Telecommunications Company
• Sunil Mittal Profile and Photographs
• BBC News: Who is Sunil Mittal?
• India PRwire: Sunil B. Mittal chosen for Padma Bhushan Award

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 Minister’s Council on Trade and Industry; Co-Chairman
of the Indo-British Partnership and a Board Member of the Global GSM Association.
Sunil is an alumnus of Punjab University and has completed the “Owner/President
management Program” from Harvard Business School
He spent a few years in Mumbai and in 1982; Sunil Mittal started a full-
fledged business selling portable generators imported from Japan. This gave him a
chance to acquaint himself with the nitty-gritty's of marketing and advertising. His
business was running smoothly but later on the government banned the import of
generators as two Indian companies were awarded licenses to manufacture generators
locally.
In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and
entered into a technical tie up with Siemens AG of Germany for manufacture of
electronic push button phones. Gradually he expanded his business and by early
1990s, Sunil Mittal was making fax machines, cordless phones and other telecom
gear.
In 1992, when the Indian government was awarding licenses for mobile phone
services for the first time, Sunil Mittal clinched Delhi cellular license in collaboration
with French telecom group Vivendi. In 1995, Sunil Mittal founded Bharti Cellular
Limited (BCL) to offer cellular services under the brand name AirTel. Soon, Bharti
became the first telecom company to cross the 2-million mobile subscriber mark.
Bharti Cellular Limited also rolled out India's first private national as well as
international long-distance service under the brand name India One. In 2001, BCL
entered into a joint venture with Singapore Telecom International for a $650-million
submarine cable project, India's first ever undersea cable link connecting Chennai in
India and Singapore.
Today, Sunil Mittal runs a successful empire with a market capitalization of
approximately $ 2 billion and employing over 5,000 people. He has been honored
with several awards. Sunil Bharti Mittal was chosen as one of the top entrepreneurs in
the world for the year 2000 and amongst 'Stars of Asia', by 'Business Week'. He also
received IT Man of the Year Award 2002 from Dataquest and CEO Of the Year, 2002
Award (World HRD Congress).

Mr. Sunil B. Mittal

Chairman & Group Managing Director

Mr. Akhil Gupta

Joint Managing Director and Chief Financial Officer

Mr. Rajan B. Mittal

Joint Managing Director

Mr. Manoj kohli

President

VISION:

By 2010 Airtel will be the most admired brand in India:

- Loved by more customers.

- Targeted by top talent.

- Bench marked by more business.

Market Capitalization:
(As on March 28, 2007)

Approx Rs. 1,436 Billion

Closing BSE share price = Rs. 757.55

Airtel Partnerships:
Airtel partner’s 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.
Airtel Innovations:
Airtel is changing the way India communicates by offering innovations that not
only add value to people’s lives but also deliver an unmatched customer experience.
Airtel was 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 Pre-Paid service.

 Provide innovations such as Bollywood movie premiers, music services such

as ring back tones & many more.

Contact:

Bharti Airtel Ltd.

(A Bharti Enterprise)
Qutab Ambience (at qutab minar), Mehrauli Road,
New Delhi- 110 030
Tel No.: +91 11 4166 6000
Fax No.: +91 11 4166 6011/12.

MILESTONES
2010
Bharti Airtel acquires 70% stake in Warid Telecom, Bangladesh
Bharti Airtel enters into a legally binding definitive agreement with Zain Group to
acquire Zain Africa
Bharti Airtel acquires the mobile operations of Zain in 15 African countries. Becomes
the fifth largest mobile operator in the world.

2009
Bharti Airtel launches its services in Sri Lanka (2G/3G network)
Bharti Foundation sets up Bharti Centre for Communication in partnership with
Indian Institute of Technology, Mumbai
Bharti Airtel and Alcatel-Lucent form JV to manage Bharti Airtel's pan-India
Broadband and Telephone services
Bharti Walmart launches first Cash & Carry Store under Best Price Modern
Wholesale brand
Bharti Telesoft renamed `Comviva'
Bharti Airtel launches iPTV service; Digital TV interactive
Bharti Airtel crosses the 100 million telecom customers mark

2008
March: Bharti enterprises announces new apex level stragetic organization structure.
February: Bharti group has an arrangement to buy 5.6% direct interest of Vodafone in
Bharti Airtel ltd. For US $ 1.6 Billion. Global money transfer pilot project launched in
India by Bharti and GSMA.
January: Sunil B. Mittal chosen for this year’s Padma Bhushan Award. Bharti
foundation wins golden peacock award for corporate social responsibility.
2007
November: Bharti and Wal-Mart sign memorandum of understanding.
September: The hon’ble prime minister of India inaugurates the field fresh agri centre
of excellence. Bharti wins second telecom license in Channel Islands.
June: Sunil B. Mittal is “CEO of the year” at the frost & sulliban Asia Pacific ICT
awards 2006 & Bharti Airtel bags “wireless service provider of the year” and
“Competitive service provider of the year”.
May: Jersey Telenet ltd subsidiary of Bharti Global, granted license to operate
telecom services in Jersey in Europe.

2006
October: Bharti announces agreement with Vodafone marking the entry of the
world’s largest telecom operator into India.
September: Bharti wins Silver Trophy at the CII NATIONAL SIX SIGMA
AWARDS. Bharti tele ventures add another first by winning the prestigious “MIS
ASIA IT EXCELLENCE AWARD 2005”.
August: Bharti enterprises and AXA Asia Pacific Holdings ltd announce partnership
for a life insurance joint venture in India. Nokia and Bharti sign managed services and
GSM / EDGE expansion contract in USD 125 million deals. CNBC TV 18 and Airtel
bring India business leader awards 2005. Bharti delivers another first announces
innovative out sourcing to enhance quality of customer services.
July: Bharti gets “AAA / Stable” rating by CRISIL. Bharti tele ventures: revenue
exceeds Rs. 2500 Crores net profit for Q1 FY 06 crosses Rs.500 Crores for the first
time. Airtel chosen as “Most Preferred Mobile Service” by CNBC Awaaz Consumer
Awards.
June: Business week features Bharti Tele Ventures amongst the top technology
companies in the world. Bharti tele ventures amongst top three companies in the latest
ET top 500 companies ranking. Bharti Tele Ventures is the “Indian Mobile Operator
of the year 2005”. Ericsson and Bharti sign managed capacity expansion contract for
rural in India.
May: Sunil B. Mittal, chairman and managing director, Bharti enterprises gets “The
Best Asian Telecom CEO” Award. Bharti Tele Ventures is Asia’s “Best GSM
Carrier”.
April: Bharti tele ventures: FY05 net profit up 132%. Bharti celebrates its 23 circle all
India footprint by reducing roaming rates to Rs. 1.99.
January: Airtel becomes the first GSM Operator in the country to cross the 10 million
customer milestone.
2005
December: Bharti has been adjudged as India’s second best employer by Hewitt
associates. Airtel “Express Yourself” campaign wins two “Silvers” at the prestigious
AAAI Awards for brand campaign of the year and best advertising film, Amidst stiff
competition from 37 advertising agencies.
November: Sunil B Mittal, Chairman & Managing Director, Bharti Enterprises, is the
Ernst & young entrepreneur of the year 2004. Paul J Ostling & N R Narayan Murthy
Award him the accolade.
October: Airtel wins the “World communications best brand award”.
September: Bharti tele tech introduces new standards of cordless telephony in India.
Bharti enterprises & DE rothschilds announce a 50-50 JV for export of fresh fruits
and vegetables.
August: Airtel launches an “Independence Day” bonanza for its customers. Touchtel
launches voice portal & music messaging service.
July: Airtel becomes the first mobile operator to cross 1 lakh customer mark in
Himachal Pradesh. Airtel live launched – the most comprehensive mobile portal
featuring movies, music, mobile games & sports on the mobile.
June: Bharti forms new SBU – “Enterprise Business” to offer comprehensive
solutions to corporate customers. Bharti tele ventures is the “Asian mobile news
mobile operator of the year”. Airtel enters into an exclusive tie up for “lakshya”.
Airtel adds another first, offers money back guarantee to its customers in Andhra
Pradesh.
May: Sunil Bharti Mittal gets “the Frost & Sullivan CEO of the year” award.
Bharti & Nokia join hands to build & manage “MEGA” Networks. Airtel
customers to ger live election updates.
April: Bharti migrates all 15 cellular licenses to Unified Access Service License.
Bharti signs a landmark agreement with VSNL to share its National Long
Distance backbone. Bharti Tele-Ventures crosses Rs. 5,000 crores revenues for
the year - Earns net profit of over Rs. 600 crores for the year. Airtel launches All
India Anwhere Bill Payment facility. Bharti Tele-Ventures Ltd announces the
successful completion of its Foreign Currency Convertible Bond (FCCB).
March: Bharti and IBM announce first-of-a-kind business transformation
agreement in global Telecommunications industry. Bharti Charts A “Mega
Expansion” Plan To Connect Over 2300 Towns In The Year 2004-05. Bharti
Infotel Launches DSL service Under The Brand Name Touchtel DSL In M.P. &
Chattisgarh. Airtel Charts An Aggressive Expansion Plan For M.P &
Chattisgarh, To Connect Over 55 Towns In The Year 2004-05. Airtel becomes
India's first mobile service to extend roaming services in Pakistan.
February: AirTel Crosses The 6 Million Customer Mark Nationally.
2004
March: Airtel becomes India’s first mobile service to cross the three million customer
mark. Touchtel revises long distance rates to a flat rate of Rs. 4.80 / min.

2003
March: Bharti gets international long distance service licence.
February: Bharti to list on BSE, NSE and DSE.
2002
December: Bharti launches India's first private sector National Long Distance
service.
November: Bharti Signs First NLDO Licence in India.
October: Bharti crosses 1 Million customer mark in mobile services.
July: Bharti Cellular quotes the highest amount of Rs.203.65 crore for the fourth
operator for cellular mobile telephone service for Mumbai.

May: Bharti Enterprises attracts equity investments of US$ 460 million for
National Telecom Projects.
April: Bharti records topline growth of 67 per cent. Bharti announces new
strategic vision & framework to provide high quality integrated Broadband
Network services.
January: Sunil Bharti Mittal Adjudged Among Top Entrepreneurs In
Businessweek Worldwide Poll.

DEFINITIONS OF MARKETING:
“Marketing is a social and managerial process by which individuals and
groups obtain what they need and want through creating and exchanging
products and value with others”. – PHILIP KOTLER.

“Marketing is the business process by which products are matched with

markets and through which transfer of ownership is affected”. – CUNDIFF,
STILL.

“Marketing is the process of planning and executing the conception,

pricing, promotion and distribution of ideas, goods and services to create
exchanges that satisfy individual and organizational goals”. – AMERICAN
MARKETING ASSOCIATION.

“Marketing consists of those efforts which effect transfer in ownership of

goods and care for their physical distribution”. – CLARK & CLARK.

“Marketing is the process of discovering and translating consumer wants

into product and service specifications and then in turn helping to make it
possible for more and more consumers to enjoy more and more of these products
and services”. – HARRY L. HANSEN.

CUSTOMER SATISFACTION:
Customers are the central focus of marketing. Any organization in order to put
into practices its marketing efforts considers customers as the base.
The rating of products by the customers plays an important role for the
businessmen. The value that customer gives or expects from an organization is of
paramount importance. Customers are value maximizes, with in the bounds of search
costs and limited knowledge, mobility and income. They form an exception of value
and act on it. Whether or not the offer lives up to the value expectation affects both
satisfaction and repurchases probability.
Customer Value:
Customer value is the bundle of benefits that customers expect from a given
product or service. The premise is that customers will buy from the firm that they
perceive offers the highest customer delivered value.
Customer delivered is the difference between total customer’s value and total
customers cost. Total customer value is the bundle of benefits customers expect from
a given product or service. Total customer cost is the bundle of costs customers
expect to incur in evaluating, obtaining, using and disposing of the product or service.
Sellers must assess the customer value of their products in regard to that of
competitors. The seller can increase total customer value or to decrease total customer
cost. The former calls for strengthening or augmenting the offer’s product, services,
personnel and image benefits. He can also build the desired customer value by
reducing price, simplifying the ordering and delivery process or absorb some buyer
risk by offering a warranty.
Satisfaction: satisfaction is a person’s feelings of pleasure or disappointment
resulting from comparing a product’s perceived performance in relation to his or her
expectations.
A company’s success depends on its customer’s satisfaction. Therefore, the
performance should match to the customer’s needs. Many companies aim at high
satisfaction because customers who are just satisfied still find it easy to switch when a
better offer comes along. High satisfaction creates an emotional bond with the brand
and results in high customer loyalty. A very satisfied delighted customer is worth 10
times as much to the company as a satisfied customer
A buyer’s satisfaction is a function of the product’s perceived
performance and the buyer’s expectation. Recognizing that high satisfaction leads to
high customer loyalty, many companies today are aiming for total customer
satisfaction. For such companies, customer’s satisfaction is both a goal and a
marketing tool.
In order to build high customer satisfaction, companies should create high
customer value, need to monitor their competitor’s performance.
PERCEPTION:
Perception is defined as the process by which on individual selects organizes
and interprets stimuli into a meaningful and coherent picture of the world. A stimulus
is any until of input to any of the senses. Examples of stimuli include products
packages, brand names and commercials. Sensor respecters are the human organs
receive sensory inputs. Their sensory functions are to see, hear smell, test, and feel,.
All of these functions are called into play either single of in combination in the
valuation and use of most consumer products.
The study perception is a largely the study of what we subconsciously add to
or subtract from raw sensory inputs to produce our own private picture of the world.

ATTITUDES
Whenever consumers are asked whether they like of dislike a product or
service and advertising them or a particular retailer they are being asked to expose
their attitudes. Whit in the realm of consumer behavior attitude has been used to study
a wide range of critical marketing strategy questions, attitudes are an expression of
inner feeling that reflects a person is favorably or unfavorable pre disposed to some
objects. As an out come of psychological process attitude are no directly observable
but must be inferred from their behavior. Consumer researches therefore tend to
assess attitudes by asking questions or making inference from behavior. Observation
and inference qualitative research method and self report attitudes sales measure
attitudes. We cannot get inside consumers heads and observe their attitudes directly.
We must rely on indirect measures of attitudes one such measurement approach is to
observe consumers behavior and to infer their attitudes from their behavior.
Attitudes researchers have found qualitative research method. Such as depth
interviews, focus-group sessions and projective tests to be very useful in
understanding the nature of consumer attitudes.

CUSTOMER IMAGE:
Positioning strategy is the essence of the marketing mix complements the
company’s segmentations strategy and selection of target market positioning conveys
the concept of meaning of the product or service in terms of how it fulfills a customer
need.
 The technique of perceptual mapping helps markets to determine their product
or services appear to customer relation to competitive brands on more relevant
characteristics. It enables them to see the gaps in the product of service class and
identify areas in which customer needs or not being adequately met.
Compared with manufacturing firms services marketers face several unique
problems in positioning and promotion their offerings because serviced are intangible
image because a key factor in differentiating a service from its competition.

PERCEIVED PRICE:
How a customer perceives a price as high as low as fair has a strong influence
on both. Purchase is satisfaction. Consider perception of price fairness. There is some
evidence that customers do pay attention to the prices paid. By other customers and
that the differential pricing strategies. Used by some marketers are perceived as unfair
by customers not eligible for the special prices. A reference price is any price that a
customer uses as abases for comparison in judging another. Reference can be external
or internal. Advisors generally uses a higher external reference price in an ad in which
a lower sales price is being offered to peruse the customer that the product advertised
is are really good buy.

PERCEIVED QUALITY:
In the absence of actual experience with a product costumer often “evaluate”
quality o basis for extrinsic cues-cues that are eternal to the product it self such has
price brand image manufactures image retail store image or even the country of
origin.
It is more difficult for customers to evaluate the quality of services then the
quality of product. This is true because of certain distinctive characteristics of services
of services they are intangible they are variable they are perishable and they are
simultaneously produced and consumed.
 To overcome the fact that customers are unable to compare side by side as
they do compelling products. Customers rely on surrogate cues evaluate services
quality.
Because the actual quality of services can vary from day to day from service
employee to service employee and form customer to customer marketers to
standardize their services in order, to provide consistency of quality.
Unlike products which are first produced then sold them consumed most
services are first sold then produced and consumed simultaneously while a defective
product is likely to be defective by factory. Quality controlling inspectors before I
ever reaches the customer a defective service is consumed as it is being produced thus
these is little opportunity to correct. Researches believe that a customer’s evaluation
of service quality is a function of the magnitude and direction of he gap between the
customer’s expectations of service and the customer’s assessments of the service
actually delivered.
Perceived product value has been described as a trade off between the products
perceived benefits and the perceived sacrifice both monetary and non-monetary
required acquiring it.

MANUFACTURE’S IMAGE:
Customer imaginary extends beyond perceived price and store image to the
produces them selves. Manufactures to enjoy a favorable image generally find that
their new products are accepted more readily than hose of manufactures that have a
less favorable or even a natural image. Researches have found that the customers
generally have favorable perceptions of pioneers brand even after follower brads
become available they also a found a positive correlation between pioneer brand
image and individuals ideal self-image.
Which suggest that positive perceptions toward pioneer brands lead to positive
purchase intentions.
Today, companies are using advertising exhibits and sponsorship of
community events to enhance their image.

BRAND IMAGE:
 Brand image is defined, as the set of association linked to the brand that
customers hold in memory positive brand image is associated with consumer locality
customer beliefs about positive brand value and a willingness to search for the brand.
A positive brand image helps the customer to be favorable inclined to words
future brand promo notions and to resists competitors marketing activities
Advertising plays an important role in establishing a favorable brand image
customer satisfaction with price promotions can influenced brand image short-term
price promotion decisions affects the brands long term future image. Brand managers
who wish to establish a value image for their brands must be careful to avoid price
promotion strategies that instead create a discount image for the brand.

SOCIAL FACTORS:
A customer’s behavior also is in fluency by social factor such as the
customer’s small groups, family and social role’s and status.

GROUPS:
Many small groups influence a person’s behavior manufactories of products
and brands subjects to strong group influence must figure of how to reach the opinion
leaders in the relevance reference groups. Opinion leaders are people with a reference
group who because of special skills, knowledge, personality, or other characteristics,
exert, influence on others.
The important of group influence varies across reduces and brands. It tend to
be strongest when the product is visible to others whom the buyers respected,
purchases of products that are brought and used privately are not much affected by
group influences because neither the product not the brand will be noticed by others.

FAMILY:
The family is the most important consumer buying organization is society and
it has been research extensive. Marketers are interested in roles and influence of the
husband, wife and children on the purchase of different products and services.
ROLES AND STATUS:
A person belongs too many groups-family, clubs and organizations. The
persons pollutions in each group can be define n terms of both role and status. A role
consists of the activities people are expected to perform according to the persons
around them. Each role carries a status reflecting the general esteem given to it by
society. People are the choose products that show their status in society.

PERSONAL FACTORS:
A buyers decision also are influenced by personal characteristics such as the
buyers age and the life cycle stage, occupation, economic stations, life style, and self
concept.

AGE AND LIFE-CYCLE STAGE:

People change the goods and services they buy over their lifetimes. Tasters in
food, clothes, furniture and recreation are often age related. Buying is also shaped by
the stag of their family life cycle the stage through which families might pass as they
mature over time. Marketers often define their target markets in terms of life cycle
stage and develop appropriate products and marketing planes for each stage.

OCCUPATION:
A person’s occupation affects the goods and services bought.
Blue collar workers tend to buy more work clothes, whereas white-collar
workers buy more suits and ties. Marketers try top identify the occupational groups
that have an above average interest in their products and services. A company can
even specialize in making products needed by a given occupation group.

ECONOMIC SITUATION:
A person’s economic situation will affect product choice. A person can
consider burying as an expensive product if she has enough spend able incomes,
savings, or borrowing power. Marketers of income sensitive goods watch trends in
personal incomes, savings and interest lasts, if economic indicator points to a
recession, marketers can take steps to redesign, reposition, and reprise their products
closely.

LIFE-STYLES:
People coming from the same sub culture social class, and occupation may
have quite different life-style classifications are by no means universal – they can
vary significantly from country to country.

PERSONALITY AND SELF-CONCEPT:

Each person’s distinct personality influences his or her buying behavior.
Personality refers to the unique psychological characteristics that lead to relatively
consistent and lasting responses to ones own environment. Personality can be useful
in analyzing consumer behavior for certain product or brand choices. Many marketers
use a concept related to personality a person’s self – concept. The basic self – concept
premise is that people’s possessions contribute to and reflect their identities. The
marketer must first understand the relationship between customer self – concept and
possessions.

USAGE PERIOD OF AIRTEL MOBILE SERVICES

OBJECTIVE:
To know how long the respondents have been using mobile services of Airtel.

TABLE:
Period No of respondents
0-1 Year 30
1-2 Years 32
 2-3 Years 24
Above 3 years 14

GRAPHICAL REPRESENTATION:

Usage period of Airtel mobile services

35 32
30
30
No of respondents

24
25
20
14
15
10
5
0
0-1yrs 1-2 yrs 2-3 yrs Above 3 yrs
period

Source: Airtel

INTERPRETATION:
The above chart or table furnished the information as 30% of the respondents
have been using recently, most of the respondents i.e. 32% have been using from last
1-2 years, 24% of the respondents have been using from last 2-3 years and remaining
14% of the respondents have been using from last 3 years.

TYPE OF CUSTOMERS
OBJECTIVE:
To know the percentage of Pre-paid and Post-paid customers.
TABLE:

Type of customers No of respondents

Pre-paid 80
Post-paid 20

GRAPHICAL REPRESENTATION:
 Type of customers

Post-paid
20%

Pre-paid
Post-paid

Pre-paid
80%

Source: Airtel

INTERPRETATION:

The above table depicts the information is most of the respondents i.e. 80%
are pre-paid customers and remaining 20% of the respondents are post-paid
customers.
Pre-paid: Some of the pre-paid customers are not happy with the hidden charges and
call charges per minute.
Post-paid: Some of the customers are not receiving bills every month and not happy
with the billing.

CUSTOMER CARE OFFICER RESPONSE

OBJECTIVE:
To know customers are satisfied with the response and services of customer
care officer.

TABLE:
Opinion No of respondents
Yes 85
No 15
GRAPHICAL REPRESENTATION:
 Satisfaction % of customer care officer

No
15%

Yes
No

Yes
85%

Source: Airtel

INTERPRETATION:
The above table and chart furnished the information as most of the customer’s
i.e.85% is satisfied with the services provided by customer care officer and remaining
15% of the customers are not happy due to following problems.
Customer care officer is not providing accurate information, sometimes not responded
properly.

CUSTOMER OPINION ON AIRTEL REACHING OF 3-MILLION

CUSTOMERS

OBJECTIVE:
To know that the customer opinion on Airtel reaching of 3-million customers
with in a short span of time.
TABLE:
Opinion No of respondents
Schemes 5
Offers 10
Value-Added-Services 5
Network 60
Offers and Network 20

GRAPHICAL REPRESENTATION:
 Customer opinion on Airtel achievement

Offers&Network SchemesOffers
5%
20% 10% Schemes
VAS
5% Offers
VAS
Network
Offers&Network
Network
60%

Source: Airtel

INTERPRETATION:

The above table and acquiring information provided as most of the customers
opinion i.e. 20% is offers and network, 10% of the customers opinion is offers, 60%
of the customers opinion is network, 5% of the customers opinion is value-added-
services and remaining 5% of the customers opinion is schemes.

HOW MUCH TIME CUSTOMER IS WAITING TO GETTING

CONNECTED TO THE CUSTOMER CARE
OBJECTIVE:

To know how much time the customer is waiting to getting connected to the
customer care.

TABLE:
Time No of respondents
With in 5 minutes 45
5-10 minutes 25
10-15 minutes 15
15-30 minutes 15

GRAPHICAL REPRESENTATION:
 Waiting time to connect customer care

50 45
No of respondents
40

30 25

20 15 15

10

0
With in 5 min 5-10 min 10-15min 15-30 min
Time

Source: Airtel

INTERPRETATION:
The above chart reveals the information as most of the customers i.e.25% are
waiting 5-10 min to connect customer care officer, 45% of the customers are
connected to customer care officer with in 5 min, 15% of the customers are waiting
10-15 min and 15% of the customers are waiting 15-30 min. 35% of the customers are
facing the problem of connection to the customer care due to the problem of busy
network. So I suggest that increase the manpower at customer care centers.

CUSTOMER SATISFACTION ON OVERALL PERFORMANCE

OF THE AIRTEL

OBJECTIVE:

To know whether the customer is satisfied or not based on over all

performance of the Airtel.

TABLE:
Opinion No of respondents
Highly Satisfied 20
Satisfied 65
Average 10
Dis-Satisfied 5
GRAPHICAL REPRESENTATION:
 Satisfaction% on overall performance

70 65
60
No of respondents

50
40
30
20
20
10
10 5
0
Highly satisfied Satisfied Average Dissatisfied
Opinion

Source: Airtel

INTERPRETATION:

With the above table and acquired information I conclude that the most of the
customers i.e.65% are satisfied on overall performance of the Airtel. 20% of the
customers are satisfied as average, 20% of the customers are highly satisfied and
remaining 5% of the customers are dis-satisfied on overall performance of the Airtel.

HOW FREQUENTLY CUSTOMERS ARE USING VALUE

ADDED SERVICES
OBJECTIVE:
To know that how frequently customers are using value-added-services like
SMS (short message service), CALLER TUNES, ROAMING & AIRTEL GPRS.

TABLE:
Value-Added-Services No of respondents
SMS 30
Caller Tunes 16
Roaming 5
Airtel GPRS 49

GRAPHICAL REPRESENTATION:
 Frequent Usage % of VAS

SMS
30% SMS
Airtel GPRS
Caller Tunes
49%
Roaming

Caller Tunes Airtel GPRS

Roaming
16%
5%

Source: Airtel

INTERPRETATION:

The above table or chart provided the information as most of the customers i.e.
16% are using Caller Tunes, 30% of customers are using SMS, 5% are using
Roaming and 49% of customers are using Airtel GPRS.

Customers are very happy with Airtel GPRS service as they can connect very
easily using this service.

CUSTOMER OPINION ON PRICING OF AIRTEL PRE-PAID

AND POST-PAID SERVICES:

OBJECTIVE:

To know the customer opinion on pricing of Airtel services.

TABLE:
Opinion No of respondents
Good 60
Cheap 11
Reasonable 18
More 11

GRAPHICAL REPRESENTATION:
 Customer opinion on Airtel Services

More
11%
Reasonable Good
18% Cheap
Good Reasonable
Cheap 60% More
11%

Source: Airtel

INTERPRETATION:

The above table depicts the information as most of the customers i.e. 60%
opinion is good, 18% of the customers opinion is prices are Reasonable, 11% of the
customers opinion is Cheap and remaining 11% of the customers opinion is prices are
more when compared other networks.

CUSTOMER OPINION ON AIRTEL RELATIONSHIP CENTRES

OBJECTIVE:

To know the customers opinion on Airtel relationship centers.

TABLE:
Opinion No of respondents
Good 90
Poor 10
GRAPHICAL REPRESENTATION:
 Customer opinion% on ARC

Poor
10%

Good
Poor

Good
90%

Source: Airtel

INTERPRETATION:

The above table furnished the information as most of the customers i.e. 90%
opinion is Good (Airtel employees responded properly) and rest of the 10% of
customer’s opinion is Poor because of Airtel employees are not providing accurate
information and not responded properly.

WHY DID THE CUSTOMERS CHOOSE AIRTEL

OBJECTIVE:

To know why did the customers choose Airtel?

TABLE:
Reason No of respondents
Network coverage 80
Offers 5
 Roaming 10
Others 5
GRAPHICAL REPRESENTATION:

Choose % of Airtel

90 80
80
No of respondents

70
60
50
40
30
20 10
10 5 5
0
Network Offers Roaming Others
coverage
Reason

Source: Airtel

INTERPRETATION:

The above chart & table provided the information as most of the customers i.e.
80% have chosen Airtel based on the performance of network coverage, 5% of the
customers have chosen based on offers, 10% of the customers have chosen based on
Roaming because roaming charges are less and remaining 5% of the customers have
chosen based on STD rates are convenient, good services.

MOSTLY ON WHAT SERVICES CUSTOMERS FEEL HAPPY

OBJECTIVE:
To know whether the customer is satisfied or not, If Yes mostly on what
services customer feeling happy and If No on what services customer feeling
unhappy.

TABLE:
Opinion No of respondents
 Yes 90
No 10

GRAPHICAL REPRESENTATION:

Satisfied%of Airtel services

No
10%

Yes
No

Yes
90%

Source: Airtel
INTERPRETATION:
The above table and acquired information reveals that the most of the
customers i.e. 90% are feeling happy and remaining 10% of the customers feel
unhappy with the services provided by Airtel.

YES: Under 90% of customers – 70% are feeling happy with network coverage, 20%
are happy with GPRS service.

NO: 10% of customers are feeling unhappy due to connectivity problem & hidden
charges.

FINDINGS
1. Pre-paid customers are happy with the F & F offer and other services some
of them are not happy with the connectivity problem when compared to
other networks.
 2. Post-paid customers are happy with billing and some of them are not
happy with the billing because of extra charges without making calls, not
receiving bills every month and transparency in bills.

3. Customer care executives are not providing accurate information and not
responded properly. Most of the customers are waiting longtime to connect
the customer care.

4. Some of the customers are facing the problem of Call dropping

unnecessarily while talking on phone.

5. Customers whoever is visiting out of state them feeling happy with

roaming charges.

6. Airtel is providing pre-paid cards with less amount of talk time most of the
customers feeling happy with the services.

7. Some of the customers are happy handset bundle offers for pre-paid.

8. Some of the customers are happy with unlimited play of all games only
Rs.199/- month

9. 90% of the customers highly satisfied with the performance of network

coverage. As it reached small villages to provide more coverage.

PART B:
1. With help of secondary data we can know the sales projections of different
models of mobiles in different months.
2. Secondary data helpful to study the tariffs and plans which are available in the
different months.
 3. Secondary data help to know the promotion activities taken by the company to
promote their services in to the market.
4. Secondary data help us knowing the data regarding plans and offers.
5. With the help of secondary data we will know the customer satisfaction.
6. Secondary data helpful to know what are the precautions to be taken in terms
of promotion and pricing and placing.
7. In the point of company secondary data helps to know the sales but not the
customer satisfaction.
8. Percentages of customers are still using airtel services.
9. With help of primary data only by collecting data from customers we will
know how many of them are really satisfied and how many of them are not
satisfied with the services and promotions.
10. By collecting data in the form of questionnaire and mailing and direct in
traction with the customer we will know the customer satisfaction
11. . Hence to know the customer satisfaction primary data is more useful than the
secondary data because primary data involves in customer interaction and
collecting data with questionnaire and mailing where as secondary data helps
in knowing the promotion activities and tariffs and network coverage.
12. With the help of secondary data we can’t find the results of actual customer
we will know only the existing Customer and it is not possible to know that
why the customers are left and why the customers are still using the Airtel
with the help of secondary data.
13. Hence to know the customer satisfaction level only the source available is
primary data with the help of primary data only we can know the customer
satisfaction.

SUGGESTIONS AND RECOMMENDATIONS

1. Customer care officers and Airtel relationship center should be well trained to
provide the adequate and accurate information to customers. Training
programs should have to be held every month. Manpower should have to
increase at customer care centers and Airtel relationship centers. Don’t keep
customers at longtime ARC.
 2. The company should have to inform the accurate information about offers,
services, call charges and others to its customers and employees. Don’t cheat
the customers with giving unnecessary offers. Providing good offers. I suggest
that if F & F offer will continue then company reach’s the large number of
customers.
3. The company should have to avoid hidden charges, call dropping, voice
clarity, call duration and amount cutting. It should have to increase the talk
time. It should have to avoid the billing problems and send bills every month
with accurate charges to post-paid customers then company can gain the post-
paid customers at large range.
4. To Provide International calls for all recharge cards not to buy separately
another card. Supply the pre-paid cards to retailer shops.
5. Airtel has reached 3-million customers with in the short span of time so I
suggest that it should have to satisfy the existing loyal customers and to
concentrate on the gaining of new customers by providing good offers and
excellent services.
6. Company should concentrate more on customer service in terms the new
features.
7. Company should provide better facilities in every out let like customer care
centers and with the help of them they can educate customers about the Airtel
services.
8. Similar as to pre-paid customers, company has to provide handset bundle
offers to post-paid customers.
9. Every month they have to collect data from exciting customers regarding their
services and net works problems by putting suggestion box.

LIMITATIONS OF THE STUDY

1. The scope of the study is confined only to Khammam and may not be
applicable to any other geographical area.

2. The study suffers from limitations related to aspects including time and cost
factors.

3. Time being major constraint; it was not possible to collect more data. Time
constraint is that survey had done only 7 weeks of period.
 4. The report is strictly based on the opinions of the respondents and it is
assumed that responses given by them are honest.

5. The reactions and attitudes are subjected to change according to the needs and
time.

6. The information was collected from sample of 100 customers only it may not
fully represent the image of study.

7. The survey was conducted at Airtel relationship centers.

QUESTIONNAIRE FOR CUSTOMER SATISFACTION

Personal Information…
Customer’s Name:
Occupation:
Age:
Sex:
Qualification
Levels: Low Middle High
Mobile No:

1. Since how long have you been using the services of Airtel?

2. Are you a pre-paid or post-paid customer?

I. Pre-Paid

II. Post-Paid

3. Why did you choose Airtel?

4. As a privilege customer, are you satisfied with the services provided by Airtel?
I. Yes- Mostly on what services do you feel happy?
Network coverage
Caller Tunes
Roaming
Others
II. No- On what services do you feel unhappy?

5. What are the problems you are facing with Airtel?

6. Did you find any variance on Airtel promises and commitments?

Yes No

7. How frequently are you using Value - Added - Services?

SMS
Hourly / Daily / Weekly
Airtel Live
Hourly / Daily / Weekly
Roaming
Weekly / Monthly / Quarterly
8. How much time are you waiting in getting connected to the customer care?
9. Is the customer care officer pleasing and courteous with you?
Yes No

10. What is your opinion on Airtel relationship center services?

11. What is your opinion on Airtel reaching 3-Million customers with in a short span
of
Time
Schemes Offers

Value Added Services Network

12. What was the bad experience faced by you with Airtel?

13. On overall performance of Airtel are you satisfied?

Highly Satisfied Satisfied

Average Dissatisfied

14. Has your Query been resolved to your satisfaction?

Yes No

15. How long were you kept waiting at Airtel relationship center?
< 5 Minutes 5-15 Minutes > 15 Minutes

16. Is this your repeat visit for the same issue?

Yes No

17. Kindly rate the following as per your experience during the visit
Excellent Very Good Good Fair
Poor
Overall experience at the
Showroom.
Friendly and courteous
 Attitude of Executive.

18. Can I have your valuable suggestions and Measures So that it could provide better
Services to the customers and lead the Telecom Industry?

BIBLIOGRAPHY

1. Name of the book: Marketing Management.

Author of the book: Philip Kotlar.
Edition: 11th published by Pearson Education, published by Pearson education
at Delhi.
2. Name of the book: Principles of Marketing.
Author of the book: Philip Kotlar.
 Edition: 7th published by Pearson Education, published by Prentice- Hall of
India Pvt Ltd at Delhi.
3. Name of the book: Marketing Research.
Author of the book: G.C.Beri.
Edition: 2nd published by Tata McGraw-Hill publishing company Ltd at New
Delhi.
4. Name of the book: Marketing Management
Author of the book: Sontakki
Kalyani Publishers.
5. Name of the book: Marketing Management
Author of the book: Saxena
Edition: 2nd, published by Pearson Education, published by Prentice- Hall of
India Pvt Ltd
6. Name of the book: Principles of Management
Author of the book: Kotler & Amstrong
Edition :10th published by Pearson Education, published by Prentice- Hall of
India Pvt Ltd
7. Name of the book: Marketing Management
Author of the book: Kotler
Edition :11th published by Pearson Education, published by Prentice- Hall of
India Pvt Ltd

8. Name of the book: Principles of Management

Author of the book: Kotler & Amstrong
Edition :10th published by Pearson Education, published by Prentice- Hall of
India Pvt Ltd
9. Name of the book: Marketing Channels
Author of the Book: Coughlan, Anderson, Stern & El- Ansary
Edition: 6th published by Pearson Education, published by Prentice- Hall of
India Pvt Ltd

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www.airtelworld.com
www.bhartiairtel.in
www.google.com