CHAPTER -1 INTRODUCTION AND DESIGN OF THE STUDY
INTRODUCTION
With every interaction, whether active or passive, we find ourselves communication with other people. The filed of communication theory exists at a crossroads of Psychology and Sociology borrowing heavily for each, illuminating a process that defines what it is to be human.
Defining communication
Reasonable men and woman have put forth plenty of definitions. However, the field and the process are not so easily defined by curt declarative statements or laconic aphorisms ironically; many academics encourage their students to develop their own, personal, definition of communication. There is no proper perspective of what communication is, just as there is no limit to the potential of what it is to be human. Like other Social Sciences, the field of Communication theory is a soft science.
HISTORY OF CELLULAR PHONES
There is one U.S patent, Patent Number 887357 for a wireless telephone, issued 1908 to Nathan B.Stubblefield of Murray, Kentucky. He applied this to “ cave radio” telephones and not directly to cellular telephony as we know it today. However, the introduction of cell for mobile phone base stations, invented in 1947 by Bell Labs engineers at AT& T, was further developed by Bell labs during the 1960s. Radiophones have a long and varied history going back to Reginald Fessenden’s invention and shore-to-ship demonstration of radio telephony, through the Second World War with military use of radio telephony links and civil services in the 1950s, while hand – held cellular radio devices have been available since 1983. Due to their low establishment costs and rapid deployment, mobile phone networks have since spread rapidly throughout the world, outstripping the growth of fixed telephony. The first commercial cellular network was launched in Japan by Nippon Telegraph and Telephone (NTT) in 1979. Fully automatic cellular networks were first introduced in the early to mid 1980s (the 1G generations) with the Nordic Mobile Telephone (NMT) system in 1981. This was followed by a boom in mobile telephone usage, particularity in Northern Europe.
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The fist “modern” network technology on digital 2G ( second generation) cellular technology was launched by Radiolinja ( now part of Elisa Group) in 1991 in Finland on the GSM standard which also marked the introduction of competition in mobile telecoms when radiolinja challenged incumbent Telecom Finland ( now part of TeliaSonera ) who ran a 1G NMT network. A decade later, the first commercial launch of 3G (third Generation) was again in Japan by NTT Dotcoms on the Wavelength Code Division Multiplication Access standard. Until the early 1990s, most mobile phone was too large to be carried in a jacket pocket, so they were typically installed in vehicles as car phones. With the miniaturization of digital components, mobile phones have become increasingly handy over the years.
Manufacturers
Nokia Corporation is currently the world’s largest manufacturer of mobile telephones, with a global device market share of approximately 36% in Q1 of 2007. Other mobile phone manufacturers include Apple Inc. Audio ox (now UT Star com), Benefon, Ben Q-Siemens, High Tech Computer Corporation (HTC), Fujitsu, Kyocera, LG Mobile, Mitsubishi, Motorola , NEC , Neonate, Panasonic(Matsushita Electric ), Pantech curitel, Philips,
Research In Motion, sagem, Samsung, Sanyo, Sharp, Siemens, Sierra Wirelless, SK Tele tech, Sonim Technologies, Sony Ericsson, T&AAlcatel, Toshiba and Version. There also specialist communication systems related to (bust distinct from) mobile phones.
SIM CARD
A Subscriber Identity Module (SIM) is part of a removable smart card ICC ( Integrated Circuit Card), also known as SIM Cards, for Mobile Cellular Telephony Devices such as mobile computers and mobile phones. SIM cards securely store the service-
subscriber key used to identify a GSM subscriber. The SIM card allows users to change phones by simply removing the SIM card from one mobile phone and inserting it into another mobile phone or broadband telephony device.
Customer Loyalty
“It takes a lot less money to increase your retention of current customers than to find new ones-but know I don’t give it as much effort as I should because it does take a lot of energy and effort!”
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Strategize and Plan For Loyalty!
Do you even have a specific plan for building customer loyalty? I bet you haven’t given it as much thought as you should-because to tell the truth I need to give it move effort also. If you currently retain 70 percent of your customers and you start a program to improve that to 80 percent, you’ll add an additional 10 percent to your growth rate. Particularly because of the high cost of landing new customers versus the high profitability of a loyal customer base, you might want to reflect upon your current business strategy. These four factors will greatly affect your ability to build a loyal customer base: 1. Products that are highly differentiated form those of the competition. 2. Higher-end products where price is not the primary buying factor. 3. Products with a high service component. 4. Multiple products for the same customer.
Use Complaints To Build Business!
When customers aren’t happy with your business they usually won’t complain to you instead , they’ll probably complain to just about everyone else they know- and take their business to your competition next time. That’s why an incasing number of businesses are making follow-up calls or mailing satisfaction questionnaires after the sale is made. They find that if they promptly follow up and resolve a customer’s complaint, the customer might be every more likely to do business than the average customer who didn’t have a complaint. The increasing trend today is to send customer-service and technical- support calls into queue for the next available person. This builds no personal loyalty and probably less loyalty for the firm. Before you go this route, be sure this is what your customers prefer. Otherwise I’d assign a specific support person to every significant customer.
OBJECTIVES OF THE STUDY
To analyze the level of customer satisfaction. To know the customer expectation towards Airtel. To know the competitors of Airtel. To know the level of awareness towards Airtel.
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AREA OF THE STUDY
The area of the study was confined to Salem City only. Regarding the product the was confined to Airtel only. To find out the factors for improve customer satisfaction. To know the communication level among the people.
METHODOLOGY
The primary and secondary data have been used for the study. The primary data were collected from the customer of Airtel.
STATISTICAL TOOL USED:
(a) Simple bar diagram (b) Pie diagram (c) Percentage analysis
CHAPTERIZATION
Chapter -I : It deals with introduction, objective, area of study and methodology of the study. Chapter-II : Chapter-III: Profiles of the company. Analysis and interpretation ( Chart) chapter bring out findings, suggestion and conclusion of
Chapter-IV: Final
the study.
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CHAPTER- II COMPANY PROFILE
Bharti Airtel
Telecom giant Bharti Aortal is the flagship company of Bharti Enterprises. The Bharti Group has a diverse business portfolio and has created global brands in the
telecommunication sector. Bharti has recently forayed into retail business and Bharti Retail Pvt. Ltd. Under Moll with Wal- Mart for the cash& carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to market in Europe and USA and ha launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA , world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. 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 Aortal have been structured into three individual strategic business units (SBU’s) Mobile Services, Airtel Telemedia Services & Enterprises Service. The mobile business provides mobile& fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 94 cities. The Enterprises servies provide end to end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand.
Our Brand
Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven “ to seize the day” with an ambition to become the most globally admired telecom service. Airtel , after just ten years, has risen to the pinnacle of achievement. As India’s leading telecommunications company Airtel brand has played the role as a major catalyst in India’s reforms, contributing to its economic resurgence. Today we touch peoples lives with our Mobile services, Tele Media services, to connecting India’s leading 1000-t- corporate. We also connect Indian living in USA with our call home service.
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Our Vision & promise
By 2011 Airtel will be the most admired brand in India:I • • • Loved by more customers Targeted by top talent Benchmarked by more businesses
We at Airtel always think in fresh and innovative way about the needs of our customers and how we want them to feel. We deliver we promise and go out of our way to delight the customer with a little bit more.
Company Background.
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, Telemedia services (ATS) & enterprises services. The mobile services group provides GSM mobile services across Indian 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 corporate. All these services are provided under the Airtel brand. Bharti Airtel is on of India’s leading private sector providers of telecommunications services based on an aggregate of 50,950,700 customers as October 31, 2007, consisting of 53,014,758 GSM mobile and 2,106,122 broadband& telephone customers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s)- mobile services, telemedia services (ATS) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles. While the ATS 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 Airtel brand. Company shares are listed on the Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE).
Partners
The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The
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company’s mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprises sen/ices (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call technology requirements. The call Center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis. The company’s unique strategic outsourcing model has been studied and documented by Harvard Business School as a case study which is available for download at www.hbsp.harvard.edu.
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CHAPTER – 3 ANALYSIS AND INTERPRETATION
This chapter brings out analysis of the study based primary data collected from the air Airtel customers.
Table :1 SEX WISE OF RESPONDENTS
S.No 1. 2. Sex Male Female Total source : Primary data No. of Respondents 38 12 50 Percentage 76% 24% 100%
CHART-1 SEX WISE OF RESPONDENTS
40 35 30 No ofRespondents 25 20 15 10 5
38
12
76% 0 1 Sex Male Female 2
24%
The above table show that out of 50 respondents 76% of then are male and 24% of them are female
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TABLE – 2 AGE WISE DISTRIBUTION
S.No 1. 2. 3. 4. Below15 16 to 30 Years 31 to 45 Years Above 45 Years Total Source : Primary data Age No. of Respondents 4 23 15 8 50 Percentage 8% 46% 30% 16% 100%
CHART-2 AGE WISE DISTRIBUTION
50 50 45 40 No of Respondents 35 30 25 20 15 15 10 5 0 Below15 16 to 30 Years 31 to 45 Years Age No. of Respondents Percentage Above 45 Years Total 4 8% 46% 30% 16% 100% 8 23
The table reveals that out of 50 respondents 46% of the respondents are 16 to 30 Years old, 30% of the respondents are 31 to 45 Years. 16% of the respondents are above 45 Years and 8% of the respondents are up to 15 Years old.
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TABLE – 3 ILLITERATE OF THE EDUCATION
S.No 1. 2. 3. 4.
Education Illiterate Primary Higher Secondary Degree and above Total
No. of Respondents 5 8 15 22 50
Percentage 10% 16% 30% 44% 100%
Source : Primary data
CHART-3 ILLITERATE OF THE EDUCATION
25 22 20 No of Respondents
15 15
10
8 5
5 10% 0 Illiterate Primary Higher Secondary Education No. of Respondents Percentage Degree and above 16% 30% 44%
The above table shows that out of 50 respondents 44% of the respondents are degree and above, 30% of the respondents are higher secondary level 16%. Of the respondents are primary level and 10% of the respondents are Illiterate.
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TABLE – 4 OCCUPATION WISE DISTRIBUTION OF RESPONDENTS
S.No 1. 2. 3. 4. 5. Occupation Govt. Service Private Service Business Students Others Total Source : Primary data No. of Respondents 8 18 07 12 5 50 Percentage 16% 36% 14% 24% 10% 100
Chart-4 Occupation wise Distribution of Respondents
18 18 16 14 12 No of Respondents 12 10 8 8 6 4 2 16% 0 Govt. Service Private Service Business Occupation No. of Respondents Percentage Students Others 7 5
36%
14%
24%
10%
The above table shows that out of 50 respondents 30% of the respondents Private service, 24% of the respondents are students, 16% of the respondents are in Government service and 14% of the respondents are in Business.
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TABLE -5 INCOME WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3. Income Up to 5000 5,001 to 10,000 Above 10,000 Total Source : Primary data No. of Respondents 23 19 8 50 Percentage 46% 38% 16% 100%
CHART-5 INCOME WISE DISTRIBUTION OF RESPONDENTS
25
23
20 No of Respondents
19
15
10
8
5 46% 0 Up to 5000 5,001 to 10,000 Income No. of Respondents Percentage Above 10,000 38% 16%
The Above table shows that out of 50 respondents 46% 5000, 38% of the respondents are earning RS. 5001 to 10,000 and 16% of the respondents are earning above RS. 10,000
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TABLE – 6 PURCHASE DECISION
S. No 1. 2. 3.
Decision of Purchasing Yourself Parents Friends Total
No. of Respondents 30 13 7 50
Percentage 60% 26% 14% 100%
Source : Primary data
CHART-6 PURCHASE DECISION
35 30 30
25 No of Respondents
20 15
13
10 7 5 60% 0 Yourself Parents purchase No. of Respondents Percentage Friends 26% 14%
The above table shows that out of 50 respondents 60% of the respondents Purchase your self 26% of the respondents though parents 14% of the respondents Purchase though friends.
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TABLE – 7 PURCHASE OF USING WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. Purpose of regards Luxury Necessity Total Source : Primary Data No. of Respondents 13 37 50 Percentage 26% 74% 100%
CHART-7 PURCHASE OF USING WISE DISTRIBUTION OF RESPONDENTS
40 35 30 No of Respondents 25 20 15 10 5 0 Luxury Purchase No. of Respondents Percentage 26% 13
37
74%
Necessity
The table show the regards purpose in necessity 74% and 26% People is responds in luxury.
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TABLE – 8 USAGE WISE DISTRIBUTION OF RESPONDENT
S. No 1. 2. 3. Years Less than 1 Year 1-3 Years Above 3 Years Total Source : Primary Data No. of Respondents 22 18 10 50 Percentage 44% 36% 20% 100%
CHART-8 USAGE WISE DISTRIBUTION OF RESPONDENT
25 22 20
18
15 No of Respondents 10 10
5 44% 0 Less than 1 Year 1-3 Years Years No. of Respondents Percentage Above 3 Years 36% 20%
The table has knows that highest percent of persons the Airtel for less than 1 year in 44 % and 1-3 Years using at 30% people is using and more than 3 Years was using of people in 18%
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TABLE – 9 SOURCE OF KNOWING WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3. Factor Source of Knowing Agency Advertisement Friends Total Source : Primary Data No. of Respondents 9 23 18 50 Percentage 18% 46% 36% 100%
CHART-9 SOURCE OF KNOWING WISE DISTRIBUTION OF RESPONDENTS
25
23
20 No of Respondents
18
15
10
9
5 18% 0 Agency Advertisement Source of knowing No. of Respondents Percentage Friends 46% 36%
The table shows that majority 46% of respondents has decided to purchase their Airtel after consulting their Advertisement the next category of 36% friends and 15% agents to respondent.
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TABLE -10 THE REASON FOR PERFORMING AIRTEL
S. No 1. 2. 3. 4. Low cost
Reason
No. of Respondents 20 12 4 14 50
Percentage 40% 24% 8% 28% 100%
Easy handling Better Service Better Coverage Total
Source : Primary Data
Chart-10 The reason for performing Airtel
20 20 18 16 14 12 No of Respondents 10 8 6 4 2 0 Low cost Easy handling Reason No. of Respondents Percentage Better Service Better Coverage 40% 24% 8% 28% 4 12 14
The table shows that out of 50 respondents 40% of respondents prefer airtel for low Cost 28% Better Coverage 24% easy handling and 8% Better service.
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TABLE – 11 PLAN WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. Prepaid Postpaid Total Source : Primary Data
Plan
No. of Respondents 33 17 50
Percentage 66% 34% 100%
CHART-11 PLAN WISE DISTRIBUTION OF RESPONDENTS
35 30
No of Responde nts
33
25 20 15 10 17
0 Prepaid Plan No. of Respondents Percentage Postpaid
From the above table 66% of the respondents to prepaid plan and 34% of respondents preferred to post paid Plan.
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34 %
5
66 %
TABLE -12 SERVICE SATISFACTION OF RESPONDENTS ON AREA COVERAGE
S. No 1. 2. Adequate Inadequate Total Source : Primary Data
Opinion
No. of Respondents 40 10 50
Percentage 80% 20% 100%
CHART-12 SERVICE SATISFACTION OF RESPONDENTS ON AREA COVERAGE
45 40 40 35 No of Respondents 30 25 20 15 10 10 5 80% 0 Adequate Opinion No. of Respondents Percentage Inadequate 20%
The above table 80% of the respondents are felling that Airtel has Adequate of the area coverage and 20% are feels that inadequate of the area coverage of Airtel.
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TABLE – 13 DISTRIBUTION OF RESPONDENTS BY CHARGE AND RENT
S. No 1. 2. 3. Low Average High Total Source : Primary Data charge and rent No. of Respondents 16 23 11 50 Percentage 32% 46% 22% 100%
CHART-13 DISTRIBUTION OF RESPONDENTS BY CHARGE AND RENT
25
23
20 No of Respondents 16 15 11 10
5 32% 0 Low Average Rent No. of Respondents Percentage High 46% 22%
From the above table exhibits that 46% of respondents feels that the charge and rent of fixed is coverage and 32% are feeling that is low 22% are feeling that charge and rent is high.
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TABLE – 14 PAYMENT WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3.
Mode of Payments Cheque Cash Both Total
No. of Respondents 6 37 7 50
Percentage 12% 74% 14% 100%
Source: Primary Data
CHART-14 PAYMENT WISE DISTRIBUTION OF RESPONDENTS
40 35 30 No of Respondents 25 20 15 10 5 12% 0 Cheque
37
6 74% Cash Payments
7
14% Both
No. of Respondents
Percentage
Table No.14 Presents that 74% have paid their cell bill cash and 14% of respondents are paying through both and 12% respondents have paid.
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TABLE – 15 VOICE CLEARANCE
S. No 1. 2. 3.
Opinion Good Normal Poor Total
No. of Respondents 27 15 8 50
Percentage 54% 30% 16% 100%
Source : Primary Data
CHART-15 VOICE CLEARANCE
30 27 25
No of Respondents
20 15 15
10
8
5 54% 0 Good Normal Opinion No. of Respondents Percentage Poor 30% 16%
The above table shows that out of 50 Respondents 54% of the respondents again the Opinion that the voice clearance is Good 30% of Respondents are in the Opining that the voice clearance is normal and 16% Suggest that voice clearance is poor.
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TABLE – 16 SMS FACILITY OF AIRTEL
S. No 1. 2. 3. Good Normal Poor Total
Opinion
No. of Respondents 19 18 13 50
Percentage 38% 36% 26% 100%
Source : Primary Data
CHART-16 SMS FACILITY OF AIRTEL
20 18 16 14 12 No of Respondents 10 8 6 4 2 0
19 18
13
38%
36%
26%
Good
Normal Opinion No. of Respondents Percentage
Poor
The above table 38% think that the SMS facility is Good and 36% told that this facility is normal and 26% degraded the SMS is poor.
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TABLE – 17 OPINION OF RESPONDENTS ABOUT THE POSSESSION OF CELLULAR PHONES.
S. No 1. 2. 3. 4. Cheap cost Comfort Status Symbol Both b and c Opinion No. of Respondents 13 17 9 11 50 Percentage 26% 34% 18% 22% 100%
Total Source : Primary Data
CHART-17 OPINION OF RESPONDENTS ABOUT THE POSSESSION OF CELLULAR PHONES.
18 16 14 12 10 No of Respondents 8 6 4 2 0 Cheap cost 26% 13
17
11 9
34%
18%
22%
Comfort Opinion No. of Respondents
Status Symbol
Both b and c
Percentage
The above table shows that out of 50 respondents 34% of the respondents age using cell phones for comfort and 26% of the respondents are using cell phone for cheap cost and 22% of the respondents are using for both b and c and last one is 18% age like to the cell phones status symbol.
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TABLE – 18 BILL AMOUNT WISE DISTRIBUTION
S. No 1. 2.
Bill amount Less than 500 More than 500 Total
No. of Respondents 30 20 50
Percentage 60% 40% 100%
Source : Primary Data
CHART-18 BILL AMOUNT WISE DISTRIBUTION
30 30
25 No of Respondents
20
20
15
10 60% 5 40%
0 Less than 500 Amount No. of Respondents Percentage More than 500
The table reveals the billing amount wise classification of respondent 60% people respondents are bill amount less than Rs. 500 and 40% of people as respondent is paying of bill amount as more than Rs. 500.
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TABLE – 19 SERVICE SATISFIED OF THE PEOPLE IN AIRTEL
S. No 1. 2. Yes No Total Source : Primary Data
Satisfied
No. of Respondents 39 11 50
Percentage 78% 22% 100%
CHART-19 SERVICE SATISFIED OF THE PEOPLE IN AIRTEL
39 40 35 30 No of Respondents 25 20 15 10 5 0 Yes No. of Respondents Percentage No 11
78%
22%
From the table as shows the 78% of people respondent are feeling that satisfied and remaining 22% of people as responds to not satisfied.
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TABLE -20 HAND SET WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3. 4. Nokia Samsung Sony L.G. Total Source : Primary Data Type of hand Set No. of Respondents 25 8 13 4 50 Percentage 50% 16% 26% 8% 100%
CHART-20 HAND SET WISE DISTRIBUTION OF RESPONDENTS
25 25
20 No of Respondents
15
13
10
8
5 50% 0 Nokia Samsung No. of Respondents Sony Percentage 16% 26%
4 8%
L.G.
The table has shows people using the type of hand set in 50% of people like nokia hand set, 26% of people like to using of sony, 16% of people like to using of Samsung hand set 8% of people like L.G. hand set.
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TABLE – 21 LEVEL OF SERVICE SATISFACTION TOWARDS ADVERTISEMENT AND CALL DURATION.
S. No .
No. of Respondents Factor Advertisement Call duration Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
Percentage Advertisement Call duration 26 34 20 14 6 100
1. 2. 3. 4. 5.
23 12 15 0 0 50
13 17 10 7 3 50
46 24 30 0 0 100
Source : Primary Data
Advertisement :
The above table shows that out of 50% respondents 46% of the respondents highly satisfied, 30% of the respondents moderate and 24% of the respondents are satisfied.
Call Duration :
The table reveals that out of 50 respondents 34% of the respondents are satisfied 26% of the respondents are moderate, 14% of the respondents are dissatisfied and 6% of the respondents are highly dissatisfied
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CHART-21 LEVEL OF SERVICE SATISFACTION TOWARDS ADVERTISEMENT AND CALL DURATION.
50 45 40 No of Respondents 35 30 25 20 15 10 5 13 23
46
34 30 26 24 20 17 15 12 10 7 3 0 0 D. Satisfied 0 0 6 14
0 Highly satisfied Satisfied Moderate Factors No. of Respondents Advertisement No. of Respondents Call duration Percentage Advertisement Percentage Call duration H.D. Satisfied
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TABLE-22 LEVEL OF SERVICE SATISFACTION TOWARDS BILL CHARGE AND COVERAGE.
S. No
Factor
No. of Respondents Bill charge Coverage 30 12 8 0 0 50
Percentage Bill Charge 30 10 36 16 8 100 Coverage 60 24 16 0 0 100
1. 2. 3. 4. 5.
Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
15 5 18 8 4 50
Source : Primary Data
Bill Charge :
The above table shows that out of 50 respondents 36% of the respondents are moderate, 30% of the respondents are highly satisfied, 16% of the respondents are Dissatisfied, 10% of the respondents are satisfied and 8% of the respondents are highly dissatisfied.
Coverage :
The above table shows that out of 50 respondents 60% of the respondents are highly satisfied, 24% of the respondents are satisfied and 16% of the respondents are moderate.
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CHART-22 LEVEL OF SERVICE SATISFACTION TOWARDS BILL CHARGE AND COVERAGE.
60
60
50
No of Respondents
40 36 30 30 30 24 20 15 12 10 5 0 Highly satisfied No. of Respondents Bill charge Satisfied Moderate 0 D. Satisfied Percentage Bill Charge 0 10 8 8 4 0 H.D. Satisfied Percentage Coverage 0 8 18
16
16
No. of Respondents Coverage
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TABLE – 23 LEVEL OF SERVICE SATISFACTION TOWARDS INTERNET SERVICE AND SMS
No. of Respondents S.No Factor Internet Service 1. 2. 3. 4. 5. H. satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total Source : Primary Data 17 10 8 10 5 50 SMS 13 7 18 5 7 50
Percentage Internet Service 34 20 16 20 10 100 SMS s26 14 36 10 14 100
Internet Service
The above table shows that out of 50 respondents 17% of the respondents are highly Satisfied, 10% of the respondents are satisfied, 10% of the respondents are Dissatisfied, 8% of the respondents are moderate and 5 of the respondents are highly dissatisfied.
SMS:
The above table shows that out of 50 respondents 36% of the respondents are moderat, 24% of the respondents are highly satisfied and 14% of the respondents are satisfied, 14% of the respondents highly dissatisfied and 10% of the respondents are dissatisfied.
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CHART-23 LEVEL OF SERVICE SATISFACTION TOWARDS INTERNET SERVICE AND SMS
40 36 35 30 No of Respondents 25 20 20 15 10 10 5 0 Satisfied No. of Respondents Internet Service 17 Moderate No. of Respondents SMS 13 D. Satisfied Percentage Internet Service 34 H.D. Satisfied Percentage SMS s26 7 8 5 5 14 10 10 7 10 18 16 14 20
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TABLE – 24 LEVEL OF SERVICE SATISFACTION TOWARDS SCHEMES AND VMS
S. No
Factor
No. of Respondents Schemes VMS s17 0 23 0 10 50
Percentage
Schemes 22 44 10 24 0 100
VMS 34 0 46 0 20 100
1. 2. 3. 4. 5.
H. satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
11 22 5 12 0 50
Source : Primary Data
Schemes :
The above table shows that out of 50 respondents 44% of the respondents are Satisfied, 24% of the respondents are dissatisfied, 22% of the respondents highly and, 10% of the respondents are moderate.
VMS:
The above table shows that out of 50 respondents 46% of the respondents are moderate, 34% of the respondents are highly satisfied,20% of the respondents are dissatisfied.
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CHART-24 LEVEL OF SERVICE SATISFACTION TOWARDS SCHEMES AND VMS
50 44 45 40 34 No of Respondents 35 30 25 20 15 10 5 0 H. satisfied Satisfied Moderate No. of Respondents Schemes No. of Respondents VMS 0 0 0 11 5 22 22 23
46
24 20
12 10 10
0
0
0
0
D. Satisfied Percentage Schemes
H.D. Satisfied Percentage VMS
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TABLE – 25 LEVEL OF SERVICE SATISFACTION TOWARDS VAS AND EMERGENCY
S. No
Factor
No. of Respondents VAS Emergency 17 5 15 3 10 50 VAS 0 42 20 24 14 100
Percentage Emergency 34 10 30 6 20 100
1. 2. 3. 4. 5.
Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
0 21 10 12 7 50
Source : Primary Data
VAS :
The above table shows that out of 50 respondents 42% of the respondents are Satisfied, 24% of the respondents are dissatisfied, 20% of the respondents moderate, 14% of the respondents are highly dissatisfied.
VMS:
The above table shows that out of 50 respondents 34% of the respondents are highly satisfied, 30% of the respondents are moderate, 20% of the respondents are highly dissatisfied, 10% of the respondents are satisfied and 6% of the respondents are dissatisfied.
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CHART-25 LEVEL OF SERVICE SATISFACTION TOWARDS VAS AND EMERGENCY
50 46 45 40 35 No of Respondents 30 25 20 15 11 10 5 0 0 H. satisfied 0 Satisfied 0 Moderate 5 0 D. Satisfied Percentage Schemes 0 0 0 10 23 24 20 34 44
22
22
12
10
H.D. Satisfied Percentage VMS
No. of Respondents Schemes
No. of Respondents VMS
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TABLE – 26 LEVEL OF SERVICE SATISFACTION TO WARDERS SERVICE AND DROP BOX
S. No
Factor
No. of Respondents Service Drop Box 7 15 7 4 17 50
Percentage Service 54 16 10 20 0 100 Drop Box 14 30 14 8 34 100
1. 2. 3. 4. 5.
Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
27 8 5 10 0 50
Source : Primary Data
Service:
The above table shows that out of 50 respondents 54%of the respondents are highly Satisfied, 20% of the respondents are dissatisfied, 16% of the respondents are satisfied, 10% of the respondents are moderate.
Drop Box:
The above table shows that out of 50 respondents 34% of the respondents are highly dissatisfied, 30% of the respondents are satisfied, 14% of the respondents are moderate, 8% of the respondents are respondents are dissatisfied.
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CHART-26 LEVEL OF SERVICE SATISFACTION TO WARDERS SERVICE AND DROP BOX
60 54 50
No of Respondents
40
30
27 20
20
15 16 8 5 10 7 4 0 10
17
10
7
0
0 Highly satisfied Satisfied Moderate D. Satisfied Percentage Service H.D. Satisfied Percentage Drop Box
No. of Respondents Service
No. of Respondents Drop Box
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CHAPTER –IV FINDINGS AND CONSCLUSION
FINDINGS
The study revealed that majority of the respondents are earnings upto Rs.5000. The study revealed that majority of the respondents are between 16 to 30 years. The study reveals that majority of the respondents holds degree and above. The study reveals that maximum 36 % of the Respondents are private service. The study revealed that 44% of the Respondents are using Airtel for lessthat 1 year. The study revealed 60% of the respondents choose their Cell phone by consulting with our decision. The study revealed 46% of the respondents suggest the type of advertisement. The study reveals that 80% of the respondents are satisfied with the area coverage. The study reveals that 46 % of the respondent have suggested that Airtel charge and rent is reasonable (average ) when compared to other Cellular services. The study reveals that 74% of the respondents pay their bill by way of cash. The study reveals that majority of the respondents are satisfied with the SMS facility in Aortal. The study reveals that majority of satisfied.
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SUGGESTION
It is clear that the monthly rent is high and fired rents is very high when companied to D.O.T. Phones so the monthly rent must be reduced. It is clear that the prices are low. So the middle and low income group people mostly prefers this simcard. It must be maintained properly. Dealers must provide free services to increase the satisfaction level of the customer. To create awareness among the customers the company can go for social uplift activities such as Business conferences, specials offers and it may conduct functions. Necessary steps should be taken to increase the area coverage and also the coverage should be increased upto rural areas.
CONCLUSIONS
Tele communication is growing at a faster rate compared to other sectors Within short period of time Airtel has captured the hearts of many people and mobile users. Also Airtel has achieved the best by fulfilling the expectations of customers, compared to its competitors but if the firms wants to fulfill the dreams of its founder, it should give serious attention to the weakness and threat if it wants to become a market leader in future under growing competition.
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BIBLIOGRAPHY
BOOKS
Philip kotler -“Marketing Management” Prentice Hall of India Pvt. Ltd., New Delhi. S.A. Sherlekar -“Marketing Management” Himalaya Publishing House , Mumbai. Donald and Dull - Marketing Research, VI Edition, Prendtice Hall of India ,new India. Website : www.bhartiaritel.com
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doc_679485748.pdf
INTRODUCTION
With every interaction, whether active or passive, we find ourselves communication with other people. The filed of communication theory exists at a crossroads of Psychology and Sociology borrowing heavily for each, illuminating a process that defines what it is to be human.
Defining communication
Reasonable men and woman have put forth plenty of definitions. However, the field and the process are not so easily defined by curt declarative statements or laconic aphorisms ironically; many academics encourage their students to develop their own, personal, definition of communication. There is no proper perspective of what communication is, just as there is no limit to the potential of what it is to be human. Like other Social Sciences, the field of Communication theory is a soft science.
HISTORY OF CELLULAR PHONES
There is one U.S patent, Patent Number 887357 for a wireless telephone, issued 1908 to Nathan B.Stubblefield of Murray, Kentucky. He applied this to “ cave radio” telephones and not directly to cellular telephony as we know it today. However, the introduction of cell for mobile phone base stations, invented in 1947 by Bell Labs engineers at AT& T, was further developed by Bell labs during the 1960s. Radiophones have a long and varied history going back to Reginald Fessenden’s invention and shore-to-ship demonstration of radio telephony, through the Second World War with military use of radio telephony links and civil services in the 1950s, while hand – held cellular radio devices have been available since 1983. Due to their low establishment costs and rapid deployment, mobile phone networks have since spread rapidly throughout the world, outstripping the growth of fixed telephony. The first commercial cellular network was launched in Japan by Nippon Telegraph and Telephone (NTT) in 1979. Fully automatic cellular networks were first introduced in the early to mid 1980s (the 1G generations) with the Nordic Mobile Telephone (NMT) system in 1981. This was followed by a boom in mobile telephone usage, particularity in Northern Europe.
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The fist “modern” network technology on digital 2G ( second generation) cellular technology was launched by Radiolinja ( now part of Elisa Group) in 1991 in Finland on the GSM standard which also marked the introduction of competition in mobile telecoms when radiolinja challenged incumbent Telecom Finland ( now part of TeliaSonera ) who ran a 1G NMT network. A decade later, the first commercial launch of 3G (third Generation) was again in Japan by NTT Dotcoms on the Wavelength Code Division Multiplication Access standard. Until the early 1990s, most mobile phone was too large to be carried in a jacket pocket, so they were typically installed in vehicles as car phones. With the miniaturization of digital components, mobile phones have become increasingly handy over the years.
Manufacturers
Nokia Corporation is currently the world’s largest manufacturer of mobile telephones, with a global device market share of approximately 36% in Q1 of 2007. Other mobile phone manufacturers include Apple Inc. Audio ox (now UT Star com), Benefon, Ben Q-Siemens, High Tech Computer Corporation (HTC), Fujitsu, Kyocera, LG Mobile, Mitsubishi, Motorola , NEC , Neonate, Panasonic(Matsushita Electric ), Pantech curitel, Philips,
Research In Motion, sagem, Samsung, Sanyo, Sharp, Siemens, Sierra Wirelless, SK Tele tech, Sonim Technologies, Sony Ericsson, T&AAlcatel, Toshiba and Version. There also specialist communication systems related to (bust distinct from) mobile phones.
SIM CARD
A Subscriber Identity Module (SIM) is part of a removable smart card ICC ( Integrated Circuit Card), also known as SIM Cards, for Mobile Cellular Telephony Devices such as mobile computers and mobile phones. SIM cards securely store the service-
subscriber key used to identify a GSM subscriber. The SIM card allows users to change phones by simply removing the SIM card from one mobile phone and inserting it into another mobile phone or broadband telephony device.
Customer Loyalty
“It takes a lot less money to increase your retention of current customers than to find new ones-but know I don’t give it as much effort as I should because it does take a lot of energy and effort!”
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Strategize and Plan For Loyalty!
Do you even have a specific plan for building customer loyalty? I bet you haven’t given it as much thought as you should-because to tell the truth I need to give it move effort also. If you currently retain 70 percent of your customers and you start a program to improve that to 80 percent, you’ll add an additional 10 percent to your growth rate. Particularly because of the high cost of landing new customers versus the high profitability of a loyal customer base, you might want to reflect upon your current business strategy. These four factors will greatly affect your ability to build a loyal customer base: 1. Products that are highly differentiated form those of the competition. 2. Higher-end products where price is not the primary buying factor. 3. Products with a high service component. 4. Multiple products for the same customer.
Use Complaints To Build Business!
When customers aren’t happy with your business they usually won’t complain to you instead , they’ll probably complain to just about everyone else they know- and take their business to your competition next time. That’s why an incasing number of businesses are making follow-up calls or mailing satisfaction questionnaires after the sale is made. They find that if they promptly follow up and resolve a customer’s complaint, the customer might be every more likely to do business than the average customer who didn’t have a complaint. The increasing trend today is to send customer-service and technical- support calls into queue for the next available person. This builds no personal loyalty and probably less loyalty for the firm. Before you go this route, be sure this is what your customers prefer. Otherwise I’d assign a specific support person to every significant customer.
OBJECTIVES OF THE STUDY
To analyze the level of customer satisfaction. To know the customer expectation towards Airtel. To know the competitors of Airtel. To know the level of awareness towards Airtel.
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AREA OF THE STUDY
The area of the study was confined to Salem City only. Regarding the product the was confined to Airtel only. To find out the factors for improve customer satisfaction. To know the communication level among the people.
METHODOLOGY
The primary and secondary data have been used for the study. The primary data were collected from the customer of Airtel.
STATISTICAL TOOL USED:
(a) Simple bar diagram (b) Pie diagram (c) Percentage analysis
CHAPTERIZATION
Chapter -I : It deals with introduction, objective, area of study and methodology of the study. Chapter-II : Chapter-III: Profiles of the company. Analysis and interpretation ( Chart) chapter bring out findings, suggestion and conclusion of
Chapter-IV: Final
the study.
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CHAPTER- II COMPANY PROFILE
Bharti Airtel
Telecom giant Bharti Aortal is the flagship company of Bharti Enterprises. The Bharti Group has a diverse business portfolio and has created global brands in the
telecommunication sector. Bharti has recently forayed into retail business and Bharti Retail Pvt. Ltd. Under Moll with Wal- Mart for the cash& carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to market in Europe and USA and ha launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA , world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. 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 Aortal have been structured into three individual strategic business units (SBU’s) Mobile Services, Airtel Telemedia Services & Enterprises Service. The mobile business provides mobile& fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 94 cities. The Enterprises servies provide end to end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand.
Our Brand
Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven “ to seize the day” with an ambition to become the most globally admired telecom service. Airtel , after just ten years, has risen to the pinnacle of achievement. As India’s leading telecommunications company Airtel brand has played the role as a major catalyst in India’s reforms, contributing to its economic resurgence. Today we touch peoples lives with our Mobile services, Tele Media services, to connecting India’s leading 1000-t- corporate. We also connect Indian living in USA with our call home service.
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Our Vision & promise
By 2011 Airtel will be the most admired brand in India:I • • • Loved by more customers Targeted by top talent Benchmarked by more businesses
We at Airtel always think in fresh and innovative way about the needs of our customers and how we want them to feel. We deliver we promise and go out of our way to delight the customer with a little bit more.
Company Background.
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, Telemedia services (ATS) & enterprises services. The mobile services group provides GSM mobile services across Indian 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 corporate. All these services are provided under the Airtel brand. Bharti Airtel is on of India’s leading private sector providers of telecommunications services based on an aggregate of 50,950,700 customers as October 31, 2007, consisting of 53,014,758 GSM mobile and 2,106,122 broadband& telephone customers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s)- mobile services, telemedia services (ATS) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles. While the ATS 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 Airtel brand. Company shares are listed on the Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE).
Partners
The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The
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company’s mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprises sen/ices (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call technology requirements. The call Center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis. The company’s unique strategic outsourcing model has been studied and documented by Harvard Business School as a case study which is available for download at www.hbsp.harvard.edu.
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CHAPTER – 3 ANALYSIS AND INTERPRETATION
This chapter brings out analysis of the study based primary data collected from the air Airtel customers.
Table :1 SEX WISE OF RESPONDENTS
S.No 1. 2. Sex Male Female Total source : Primary data No. of Respondents 38 12 50 Percentage 76% 24% 100%
CHART-1 SEX WISE OF RESPONDENTS
40 35 30 No ofRespondents 25 20 15 10 5
38
12
76% 0 1 Sex Male Female 2
24%
The above table show that out of 50 respondents 76% of then are male and 24% of them are female
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TABLE – 2 AGE WISE DISTRIBUTION
S.No 1. 2. 3. 4. Below15 16 to 30 Years 31 to 45 Years Above 45 Years Total Source : Primary data Age No. of Respondents 4 23 15 8 50 Percentage 8% 46% 30% 16% 100%
CHART-2 AGE WISE DISTRIBUTION
50 50 45 40 No of Respondents 35 30 25 20 15 15 10 5 0 Below15 16 to 30 Years 31 to 45 Years Age No. of Respondents Percentage Above 45 Years Total 4 8% 46% 30% 16% 100% 8 23
The table reveals that out of 50 respondents 46% of the respondents are 16 to 30 Years old, 30% of the respondents are 31 to 45 Years. 16% of the respondents are above 45 Years and 8% of the respondents are up to 15 Years old.
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TABLE – 3 ILLITERATE OF THE EDUCATION
S.No 1. 2. 3. 4.
Education Illiterate Primary Higher Secondary Degree and above Total
No. of Respondents 5 8 15 22 50
Percentage 10% 16% 30% 44% 100%
Source : Primary data
CHART-3 ILLITERATE OF THE EDUCATION
25 22 20 No of Respondents
15 15
10
8 5
5 10% 0 Illiterate Primary Higher Secondary Education No. of Respondents Percentage Degree and above 16% 30% 44%
The above table shows that out of 50 respondents 44% of the respondents are degree and above, 30% of the respondents are higher secondary level 16%. Of the respondents are primary level and 10% of the respondents are Illiterate.
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TABLE – 4 OCCUPATION WISE DISTRIBUTION OF RESPONDENTS
S.No 1. 2. 3. 4. 5. Occupation Govt. Service Private Service Business Students Others Total Source : Primary data No. of Respondents 8 18 07 12 5 50 Percentage 16% 36% 14% 24% 10% 100
Chart-4 Occupation wise Distribution of Respondents
18 18 16 14 12 No of Respondents 12 10 8 8 6 4 2 16% 0 Govt. Service Private Service Business Occupation No. of Respondents Percentage Students Others 7 5
36%
14%
24%
10%
The above table shows that out of 50 respondents 30% of the respondents Private service, 24% of the respondents are students, 16% of the respondents are in Government service and 14% of the respondents are in Business.
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TABLE -5 INCOME WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3. Income Up to 5000 5,001 to 10,000 Above 10,000 Total Source : Primary data No. of Respondents 23 19 8 50 Percentage 46% 38% 16% 100%
CHART-5 INCOME WISE DISTRIBUTION OF RESPONDENTS
25
23
20 No of Respondents
19
15
10
8
5 46% 0 Up to 5000 5,001 to 10,000 Income No. of Respondents Percentage Above 10,000 38% 16%
The Above table shows that out of 50 respondents 46% 5000, 38% of the respondents are earning RS. 5001 to 10,000 and 16% of the respondents are earning above RS. 10,000
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TABLE – 6 PURCHASE DECISION
S. No 1. 2. 3.
Decision of Purchasing Yourself Parents Friends Total
No. of Respondents 30 13 7 50
Percentage 60% 26% 14% 100%
Source : Primary data
CHART-6 PURCHASE DECISION
35 30 30
25 No of Respondents
20 15
13
10 7 5 60% 0 Yourself Parents purchase No. of Respondents Percentage Friends 26% 14%
The above table shows that out of 50 respondents 60% of the respondents Purchase your self 26% of the respondents though parents 14% of the respondents Purchase though friends.
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TABLE – 7 PURCHASE OF USING WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. Purpose of regards Luxury Necessity Total Source : Primary Data No. of Respondents 13 37 50 Percentage 26% 74% 100%
CHART-7 PURCHASE OF USING WISE DISTRIBUTION OF RESPONDENTS
40 35 30 No of Respondents 25 20 15 10 5 0 Luxury Purchase No. of Respondents Percentage 26% 13
37
74%
Necessity
The table show the regards purpose in necessity 74% and 26% People is responds in luxury.
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TABLE – 8 USAGE WISE DISTRIBUTION OF RESPONDENT
S. No 1. 2. 3. Years Less than 1 Year 1-3 Years Above 3 Years Total Source : Primary Data No. of Respondents 22 18 10 50 Percentage 44% 36% 20% 100%
CHART-8 USAGE WISE DISTRIBUTION OF RESPONDENT
25 22 20
18
15 No of Respondents 10 10
5 44% 0 Less than 1 Year 1-3 Years Years No. of Respondents Percentage Above 3 Years 36% 20%
The table has knows that highest percent of persons the Airtel for less than 1 year in 44 % and 1-3 Years using at 30% people is using and more than 3 Years was using of people in 18%
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TABLE – 9 SOURCE OF KNOWING WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3. Factor Source of Knowing Agency Advertisement Friends Total Source : Primary Data No. of Respondents 9 23 18 50 Percentage 18% 46% 36% 100%
CHART-9 SOURCE OF KNOWING WISE DISTRIBUTION OF RESPONDENTS
25
23
20 No of Respondents
18
15
10
9
5 18% 0 Agency Advertisement Source of knowing No. of Respondents Percentage Friends 46% 36%
The table shows that majority 46% of respondents has decided to purchase their Airtel after consulting their Advertisement the next category of 36% friends and 15% agents to respondent.
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TABLE -10 THE REASON FOR PERFORMING AIRTEL
S. No 1. 2. 3. 4. Low cost
Reason
No. of Respondents 20 12 4 14 50
Percentage 40% 24% 8% 28% 100%
Easy handling Better Service Better Coverage Total
Source : Primary Data
Chart-10 The reason for performing Airtel
20 20 18 16 14 12 No of Respondents 10 8 6 4 2 0 Low cost Easy handling Reason No. of Respondents Percentage Better Service Better Coverage 40% 24% 8% 28% 4 12 14
The table shows that out of 50 respondents 40% of respondents prefer airtel for low Cost 28% Better Coverage 24% easy handling and 8% Better service.
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TABLE – 11 PLAN WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. Prepaid Postpaid Total Source : Primary Data
Plan
No. of Respondents 33 17 50
Percentage 66% 34% 100%
CHART-11 PLAN WISE DISTRIBUTION OF RESPONDENTS
35 30
No of Responde nts
33
25 20 15 10 17
0 Prepaid Plan No. of Respondents Percentage Postpaid
From the above table 66% of the respondents to prepaid plan and 34% of respondents preferred to post paid Plan.
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34 %
5
66 %
TABLE -12 SERVICE SATISFACTION OF RESPONDENTS ON AREA COVERAGE
S. No 1. 2. Adequate Inadequate Total Source : Primary Data
Opinion
No. of Respondents 40 10 50
Percentage 80% 20% 100%
CHART-12 SERVICE SATISFACTION OF RESPONDENTS ON AREA COVERAGE
45 40 40 35 No of Respondents 30 25 20 15 10 10 5 80% 0 Adequate Opinion No. of Respondents Percentage Inadequate 20%
The above table 80% of the respondents are felling that Airtel has Adequate of the area coverage and 20% are feels that inadequate of the area coverage of Airtel.
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TABLE – 13 DISTRIBUTION OF RESPONDENTS BY CHARGE AND RENT
S. No 1. 2. 3. Low Average High Total Source : Primary Data charge and rent No. of Respondents 16 23 11 50 Percentage 32% 46% 22% 100%
CHART-13 DISTRIBUTION OF RESPONDENTS BY CHARGE AND RENT
25
23
20 No of Respondents 16 15 11 10
5 32% 0 Low Average Rent No. of Respondents Percentage High 46% 22%
From the above table exhibits that 46% of respondents feels that the charge and rent of fixed is coverage and 32% are feeling that is low 22% are feeling that charge and rent is high.
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TABLE – 14 PAYMENT WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3.
Mode of Payments Cheque Cash Both Total
No. of Respondents 6 37 7 50
Percentage 12% 74% 14% 100%
Source: Primary Data
CHART-14 PAYMENT WISE DISTRIBUTION OF RESPONDENTS
40 35 30 No of Respondents 25 20 15 10 5 12% 0 Cheque
37
6 74% Cash Payments
7
14% Both
No. of Respondents
Percentage
Table No.14 Presents that 74% have paid their cell bill cash and 14% of respondents are paying through both and 12% respondents have paid.
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TABLE – 15 VOICE CLEARANCE
S. No 1. 2. 3.
Opinion Good Normal Poor Total
No. of Respondents 27 15 8 50
Percentage 54% 30% 16% 100%
Source : Primary Data
CHART-15 VOICE CLEARANCE
30 27 25
No of Respondents
20 15 15
10
8
5 54% 0 Good Normal Opinion No. of Respondents Percentage Poor 30% 16%
The above table shows that out of 50 Respondents 54% of the respondents again the Opinion that the voice clearance is Good 30% of Respondents are in the Opining that the voice clearance is normal and 16% Suggest that voice clearance is poor.
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TABLE – 16 SMS FACILITY OF AIRTEL
S. No 1. 2. 3. Good Normal Poor Total
Opinion
No. of Respondents 19 18 13 50
Percentage 38% 36% 26% 100%
Source : Primary Data
CHART-16 SMS FACILITY OF AIRTEL
20 18 16 14 12 No of Respondents 10 8 6 4 2 0
19 18
13
38%
36%
26%
Good
Normal Opinion No. of Respondents Percentage
Poor
The above table 38% think that the SMS facility is Good and 36% told that this facility is normal and 26% degraded the SMS is poor.
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TABLE – 17 OPINION OF RESPONDENTS ABOUT THE POSSESSION OF CELLULAR PHONES.
S. No 1. 2. 3. 4. Cheap cost Comfort Status Symbol Both b and c Opinion No. of Respondents 13 17 9 11 50 Percentage 26% 34% 18% 22% 100%
Total Source : Primary Data
CHART-17 OPINION OF RESPONDENTS ABOUT THE POSSESSION OF CELLULAR PHONES.
18 16 14 12 10 No of Respondents 8 6 4 2 0 Cheap cost 26% 13
17
11 9
34%
18%
22%
Comfort Opinion No. of Respondents
Status Symbol
Both b and c
Percentage
The above table shows that out of 50 respondents 34% of the respondents age using cell phones for comfort and 26% of the respondents are using cell phone for cheap cost and 22% of the respondents are using for both b and c and last one is 18% age like to the cell phones status symbol.
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TABLE – 18 BILL AMOUNT WISE DISTRIBUTION
S. No 1. 2.
Bill amount Less than 500 More than 500 Total
No. of Respondents 30 20 50
Percentage 60% 40% 100%
Source : Primary Data
CHART-18 BILL AMOUNT WISE DISTRIBUTION
30 30
25 No of Respondents
20
20
15
10 60% 5 40%
0 Less than 500 Amount No. of Respondents Percentage More than 500
The table reveals the billing amount wise classification of respondent 60% people respondents are bill amount less than Rs. 500 and 40% of people as respondent is paying of bill amount as more than Rs. 500.
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TABLE – 19 SERVICE SATISFIED OF THE PEOPLE IN AIRTEL
S. No 1. 2. Yes No Total Source : Primary Data
Satisfied
No. of Respondents 39 11 50
Percentage 78% 22% 100%
CHART-19 SERVICE SATISFIED OF THE PEOPLE IN AIRTEL
39 40 35 30 No of Respondents 25 20 15 10 5 0 Yes No. of Respondents Percentage No 11
78%
22%
From the table as shows the 78% of people respondent are feeling that satisfied and remaining 22% of people as responds to not satisfied.
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TABLE -20 HAND SET WISE DISTRIBUTION OF RESPONDENTS
S. No 1. 2. 3. 4. Nokia Samsung Sony L.G. Total Source : Primary Data Type of hand Set No. of Respondents 25 8 13 4 50 Percentage 50% 16% 26% 8% 100%
CHART-20 HAND SET WISE DISTRIBUTION OF RESPONDENTS
25 25
20 No of Respondents
15
13
10
8
5 50% 0 Nokia Samsung No. of Respondents Sony Percentage 16% 26%
4 8%
L.G.
The table has shows people using the type of hand set in 50% of people like nokia hand set, 26% of people like to using of sony, 16% of people like to using of Samsung hand set 8% of people like L.G. hand set.
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TABLE – 21 LEVEL OF SERVICE SATISFACTION TOWARDS ADVERTISEMENT AND CALL DURATION.
S. No .
No. of Respondents Factor Advertisement Call duration Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
Percentage Advertisement Call duration 26 34 20 14 6 100
1. 2. 3. 4. 5.
23 12 15 0 0 50
13 17 10 7 3 50
46 24 30 0 0 100
Source : Primary Data
Advertisement :
The above table shows that out of 50% respondents 46% of the respondents highly satisfied, 30% of the respondents moderate and 24% of the respondents are satisfied.
Call Duration :
The table reveals that out of 50 respondents 34% of the respondents are satisfied 26% of the respondents are moderate, 14% of the respondents are dissatisfied and 6% of the respondents are highly dissatisfied
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CHART-21 LEVEL OF SERVICE SATISFACTION TOWARDS ADVERTISEMENT AND CALL DURATION.
50 45 40 No of Respondents 35 30 25 20 15 10 5 13 23
46
34 30 26 24 20 17 15 12 10 7 3 0 0 D. Satisfied 0 0 6 14
0 Highly satisfied Satisfied Moderate Factors No. of Respondents Advertisement No. of Respondents Call duration Percentage Advertisement Percentage Call duration H.D. Satisfied
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TABLE-22 LEVEL OF SERVICE SATISFACTION TOWARDS BILL CHARGE AND COVERAGE.
S. No
Factor
No. of Respondents Bill charge Coverage 30 12 8 0 0 50
Percentage Bill Charge 30 10 36 16 8 100 Coverage 60 24 16 0 0 100
1. 2. 3. 4. 5.
Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
15 5 18 8 4 50
Source : Primary Data
Bill Charge :
The above table shows that out of 50 respondents 36% of the respondents are moderate, 30% of the respondents are highly satisfied, 16% of the respondents are Dissatisfied, 10% of the respondents are satisfied and 8% of the respondents are highly dissatisfied.
Coverage :
The above table shows that out of 50 respondents 60% of the respondents are highly satisfied, 24% of the respondents are satisfied and 16% of the respondents are moderate.
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CHART-22 LEVEL OF SERVICE SATISFACTION TOWARDS BILL CHARGE AND COVERAGE.
60
60
50
No of Respondents
40 36 30 30 30 24 20 15 12 10 5 0 Highly satisfied No. of Respondents Bill charge Satisfied Moderate 0 D. Satisfied Percentage Bill Charge 0 10 8 8 4 0 H.D. Satisfied Percentage Coverage 0 8 18
16
16
No. of Respondents Coverage
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TABLE – 23 LEVEL OF SERVICE SATISFACTION TOWARDS INTERNET SERVICE AND SMS
No. of Respondents S.No Factor Internet Service 1. 2. 3. 4. 5. H. satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total Source : Primary Data 17 10 8 10 5 50 SMS 13 7 18 5 7 50
Percentage Internet Service 34 20 16 20 10 100 SMS s26 14 36 10 14 100
Internet Service
The above table shows that out of 50 respondents 17% of the respondents are highly Satisfied, 10% of the respondents are satisfied, 10% of the respondents are Dissatisfied, 8% of the respondents are moderate and 5 of the respondents are highly dissatisfied.
SMS:
The above table shows that out of 50 respondents 36% of the respondents are moderat, 24% of the respondents are highly satisfied and 14% of the respondents are satisfied, 14% of the respondents highly dissatisfied and 10% of the respondents are dissatisfied.
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CHART-23 LEVEL OF SERVICE SATISFACTION TOWARDS INTERNET SERVICE AND SMS
40 36 35 30 No of Respondents 25 20 20 15 10 10 5 0 Satisfied No. of Respondents Internet Service 17 Moderate No. of Respondents SMS 13 D. Satisfied Percentage Internet Service 34 H.D. Satisfied Percentage SMS s26 7 8 5 5 14 10 10 7 10 18 16 14 20
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TABLE – 24 LEVEL OF SERVICE SATISFACTION TOWARDS SCHEMES AND VMS
S. No
Factor
No. of Respondents Schemes VMS s17 0 23 0 10 50
Percentage
Schemes 22 44 10 24 0 100
VMS 34 0 46 0 20 100
1. 2. 3. 4. 5.
H. satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
11 22 5 12 0 50
Source : Primary Data
Schemes :
The above table shows that out of 50 respondents 44% of the respondents are Satisfied, 24% of the respondents are dissatisfied, 22% of the respondents highly and, 10% of the respondents are moderate.
VMS:
The above table shows that out of 50 respondents 46% of the respondents are moderate, 34% of the respondents are highly satisfied,20% of the respondents are dissatisfied.
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CHART-24 LEVEL OF SERVICE SATISFACTION TOWARDS SCHEMES AND VMS
50 44 45 40 34 No of Respondents 35 30 25 20 15 10 5 0 H. satisfied Satisfied Moderate No. of Respondents Schemes No. of Respondents VMS 0 0 0 11 5 22 22 23
46
24 20
12 10 10
0
0
0
0
D. Satisfied Percentage Schemes
H.D. Satisfied Percentage VMS
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TABLE – 25 LEVEL OF SERVICE SATISFACTION TOWARDS VAS AND EMERGENCY
S. No
Factor
No. of Respondents VAS Emergency 17 5 15 3 10 50 VAS 0 42 20 24 14 100
Percentage Emergency 34 10 30 6 20 100
1. 2. 3. 4. 5.
Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
0 21 10 12 7 50
Source : Primary Data
VAS :
The above table shows that out of 50 respondents 42% of the respondents are Satisfied, 24% of the respondents are dissatisfied, 20% of the respondents moderate, 14% of the respondents are highly dissatisfied.
VMS:
The above table shows that out of 50 respondents 34% of the respondents are highly satisfied, 30% of the respondents are moderate, 20% of the respondents are highly dissatisfied, 10% of the respondents are satisfied and 6% of the respondents are dissatisfied.
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CHART-25 LEVEL OF SERVICE SATISFACTION TOWARDS VAS AND EMERGENCY
50 46 45 40 35 No of Respondents 30 25 20 15 11 10 5 0 0 H. satisfied 0 Satisfied 0 Moderate 5 0 D. Satisfied Percentage Schemes 0 0 0 10 23 24 20 34 44
22
22
12
10
H.D. Satisfied Percentage VMS
No. of Respondents Schemes
No. of Respondents VMS
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TABLE – 26 LEVEL OF SERVICE SATISFACTION TO WARDERS SERVICE AND DROP BOX
S. No
Factor
No. of Respondents Service Drop Box 7 15 7 4 17 50
Percentage Service 54 16 10 20 0 100 Drop Box 14 30 14 8 34 100
1. 2. 3. 4. 5.
Highly satisfied Satisfied Moderate D. Satisfied H.D. Satisfied Total
27 8 5 10 0 50
Source : Primary Data
Service:
The above table shows that out of 50 respondents 54%of the respondents are highly Satisfied, 20% of the respondents are dissatisfied, 16% of the respondents are satisfied, 10% of the respondents are moderate.
Drop Box:
The above table shows that out of 50 respondents 34% of the respondents are highly dissatisfied, 30% of the respondents are satisfied, 14% of the respondents are moderate, 8% of the respondents are respondents are dissatisfied.
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CHART-26 LEVEL OF SERVICE SATISFACTION TO WARDERS SERVICE AND DROP BOX
60 54 50
No of Respondents
40
30
27 20
20
15 16 8 5 10 7 4 0 10
17
10
7
0
0 Highly satisfied Satisfied Moderate D. Satisfied Percentage Service H.D. Satisfied Percentage Drop Box
No. of Respondents Service
No. of Respondents Drop Box
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CHAPTER –IV FINDINGS AND CONSCLUSION
FINDINGS
The study revealed that majority of the respondents are earnings upto Rs.5000. The study revealed that majority of the respondents are between 16 to 30 years. The study reveals that majority of the respondents holds degree and above. The study reveals that maximum 36 % of the Respondents are private service. The study revealed that 44% of the Respondents are using Airtel for lessthat 1 year. The study revealed 60% of the respondents choose their Cell phone by consulting with our decision. The study revealed 46% of the respondents suggest the type of advertisement. The study reveals that 80% of the respondents are satisfied with the area coverage. The study reveals that 46 % of the respondent have suggested that Airtel charge and rent is reasonable (average ) when compared to other Cellular services. The study reveals that 74% of the respondents pay their bill by way of cash. The study reveals that majority of the respondents are satisfied with the SMS facility in Aortal. The study reveals that majority of satisfied.
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SUGGESTION
It is clear that the monthly rent is high and fired rents is very high when companied to D.O.T. Phones so the monthly rent must be reduced. It is clear that the prices are low. So the middle and low income group people mostly prefers this simcard. It must be maintained properly. Dealers must provide free services to increase the satisfaction level of the customer. To create awareness among the customers the company can go for social uplift activities such as Business conferences, specials offers and it may conduct functions. Necessary steps should be taken to increase the area coverage and also the coverage should be increased upto rural areas.
CONCLUSIONS
Tele communication is growing at a faster rate compared to other sectors Within short period of time Airtel has captured the hearts of many people and mobile users. Also Airtel has achieved the best by fulfilling the expectations of customers, compared to its competitors but if the firms wants to fulfill the dreams of its founder, it should give serious attention to the weakness and threat if it wants to become a market leader in future under growing competition.
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BIBLIOGRAPHY
BOOKS
Philip kotler -“Marketing Management” Prentice Hall of India Pvt. Ltd., New Delhi. S.A. Sherlekar -“Marketing Management” Himalaya Publishing House , Mumbai. Donald and Dull - Marketing Research, VI Edition, Prendtice Hall of India ,new India. Website : www.bhartiaritel.com
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