Airtel Customer Satisfaction

Chapter-I

INTRODUCTION SERVICE:Service is defined as all economic activities whose output is not a physical product and is generally consumed at the time it is produced and provides added value in forms such as Convince, Comfort that are essentially intangible concerns. Services are characterized by Intangibility, Heterogeneous, Perishable, and Inseparability. There is a phenomenal growth of services and the firms need to be specialized in the services offered to satisfy customers. This requires comprehensive strategies, which can be carried through marketing strategies. This leads to the development of "Service Marketing". We term marketing as a function by which marketing plans, promotes and deliver goods and services to the customers. In the marketing of services, the providers are expected to satisfy the users. When a customer buys a service in the service market, he buys the time, knowledge, and skills resource of the provider. The emergency of marketing concept in respect of services is growing. Service organizations felt that applications of marketing strategies. While managing and selling the service would make possible qualitative improvements. The perception of services marketing gives emphasis on selling the services in the best interest of users.

CUSTOMER SATISFACTION "Satisfaction is the level of a person’s felt state resulting from comparing a product’s perceived performance in relations to the person's expectations". If the performance matches the expectations, the customers are satisfied; otherwise, he is an unsatisfied customer. In today's competitive environment, companies are aiming for total customer satisfaction Companies seeking to win in today's market must tract their customer's expectations, perceived company performance and customer satisfaction. For customer's expectations, perceived company performance and customer

satisfaction is both a goal and a marketing tool. Today, companies are including developing stronger bonds and loyalty with their intimate customers. They need to pay closer attention to their customer defection rate and undertake steps to reduce it. To create customer satisfaction companies must manage their value chain as well as the whole value delivery system in a customer-centered way. The company's goal is not to get customers but even more importantly, to retain customers. Seller must assess the total customer value and total customer cost associated with each competitor offer to know how his or her own offers rates in the buyers mind. Second, the seller who is at a delivered value disadvantage has two alternatives. The seller can try to increase total customers calls for strengthening or augmenting the offer's product, services, personnel and image benefits. The latter calls for reducing the buyer's costs by reducing the Price, simplifying the ordering and delivery process, or absorbing some buyer risk by offering a warranty. Whether the buyer is satisfied after purchase depends on the offer's performance in relation to the buyer's expectations.

In general: Satisfaction is a person feeling of pleasure or disappointed resulting from comparing a product's performance (or outcome) in relation to his her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectations. If the performance

falls

short

of expectations, the customer is

dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch. High satisfaction or delight creates an emotional bonds with the brand, not a just a rational preference. The result is high customer loyalty. Xerox's senior management believes that a very satisfied or delighted customer is worth 10 times as much to the company as satisfied customer. A very delighted customer is likely to stay with Xerox many more years and buy more

than a satisfied customer will.

Attracting Customers Customers seeking to grow their profits and sales have to spend considerable time and resources searching for new customers. Customer's acquisition requires substantial skills in lead generation, lead qualification, and account conversion. To generate leads, the company develops ads and places them in media that will reach new prospects; its sales people participate in trade shows where their might find new leads; and so on. All this activity produces a list suspects. The next tasks is to qualify which is the suspects are really good prospects, and this is done by interviewing them, checking on their financial standing, and so on. The sales people first contact the jot prospects and work on account conversion, which involves making presentations, answering objects, and negotiating final terms. It is not enough to be skillful in attracting new customer, the company must keep them. Too many companies suffer from high customer namely; they gain new customers in that lose many of them. It is like constantly adding water to a leaking pot. Today's companies must pay closer attention to their customer defection rate (the rate at which they lose customers). Unfortunately, most marketing theory and practice center on the art of attracting new customers rather than on retaining existing ones. The emphasis traditionally has been on making sales rather than building relationships; on pre selling and selling rather than caring for the customer afterward. The key to customer retention is customer satisfaction. A highly satisfied customer − Stays loyal longer. −

Buys more as the company introduces new products and upgrades existing products. Talks favorably about the company and its products,

−

Pays less attention to the competing brands and advertising and is less sensitive to price.

− Offers product or service ideas to the company. − Costs less to serve than the new customers because transactions are reutilized.

Background of the study: The title "customer satisfaction" pre-supposes customer awareness. The study is concerned with both the aspects. 1. Customer Awareness 2. Customer Satisfaction Firstly, the customer needs to be informed about the product, its features and also about its availability. The customer should be made aware of the product attributes and its uses. Secondly, the management should be aware of producing such products and service which can satisfy, or even they must make the customer highly satisfied with those products and services which they produce.

Customer awareness: The mobile phone market in India consists of only four players for a Particular telecom circle. To have a cutting edge over the rivals, the mobile phone service providing companies were coming out with new plans, value added services etc. These provisions will be effective only when the customers are aware of those services. The study was conducted to find out the awareness of customers about various plans and value added services provided by Airtel cellular services.

Customer satisfaction: Whether the buyer is satisfaction after purchase depends on offers Performance in relation to the buyer's expectation. In general, satisfaction is a person's feeling of

pleasure or disappointment resulting from comparing a product's perceived performance in relation to has expectations. As this definition makes clear, satisfaction is a function perceived performance and expectations. If the performance matches the expectations the customer is satisfied. If the Whether the buyer is satisfaction after purchase depends on offers Performance in relation to the buyer's expectation. In general, satisfaction is a person's feeling of pleasure or disappointment resulting from comparing a product's perceived performance in relation to has expectations. As this definition makes clear, satisfaction is a function perceived performance and expectations. If the performance matches the expectations the customer is satisfied. If the performance expectations, the customer is highly satisfied or delighted. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates emotional bond with the brand, not just a relational preference. The result is high customer loyalty, a very satisfied or delighted customer is worth 10 times as much to the company as a satisfied customers. So the Airtel cellular service needs to concentrate more on customer delight through its service.

ChapterII

OBJECTIVES OF THE STUDY As, the customer satisfaction is a complex aspect with varied dimensions, the following parameters were identified as the objectives of the study. 1)

To make a profile of mobile users with regard to their occupation, income and other demographic factors.

2)

To study and understand the source of awareness of a mobile along with the package that a customer is connected to.

3)

To identify and analyze the level of customer satisfaction with regard to the price, coverage, clarity and the billing system.

4)

To know and identify the awareness if corridor facility of the Airtel.

5)

To identify different promotional methods, particularly the sales promotional methods and the advertisement strategies for promoting the Airtel.

6)

To rate Airtel in relation to the TATA CELLULAR, BSNL & HUTCH which are the major competitors, so as to device the marketing strategies in accordance with the competitive structure.

7)

To make suggestions to improve the marked ability of the AIRTEL in relation to TATA CELLURLAR, HUTCH & BSNL.

NEED FOR THE STUDY Communication is an integral part of human life. People communicate with each other for want of information, or to exchange ideas. This can be had in many forms utilizing various media. In olden days, people use to live together and communication process was easy, but as the days passed, people were scattered. We can have communication either through personally and if they are a part we are utilizing various services like Postal, Telephones etc. These services have become part of people and are extensively used to achieve communication objective. Among this Telephone has wide utility of communication at a faster rate. In India, basic telephone services were being. Basic Telephone service though faster in communicating but it has no mobility. As people like businessman, executive always travel in connection with their work, need arises for them to be in touch regularly at every time. This is not possible with basic telephone services, hence cellular phones in to picture. With the rapid development of technology, cellular phone service wide acceptance and utility among public. Government giving permission’s to put cellular operations to offer cellular service in India. Many players entered in to market. Airtel services are one among them catering to the needs of public. As several other players also offering cellular services to public, now a time has come to understand the customer's views and opinion, their satisfaction level towards the services offered by Airtel services.

METHODOLOGY Introduction:Research Methodology is a method to solve the research problems systematically. It guides us in conducting the research scientifically. It consists of different steps that the generally adopted by the researcher to study the research problem along with logic behind them. It is necessary for the researcher to develop certain tests Weighted Average Method, ChiSquare Test, etc. In general the application of research methodology is wider than that of research methodology. We must inform why we are using a particular method. The research methodology adapted for the present study has been systematic and was done in accordance to the objectives set which has been detailed as below:

RESEARCH – DEFINITION Research is a process in which the researcher wishes to find out the end result for a given problem and thus the solution helps in future course of action. According to Redman and Mory research is defined as a "Systemized effort to lin new knowledge."

RESEARCH – DESIGN Research design is the specification of methods and procedures for acquiring the information needed to structure or to solve problem Research design is defined as “A research design is the arrangement of conditions, for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure”.

SOURCES OF DATA The two main sources of data for the present study have been primary data and secondary data.

1. Primary Data: Primary data consists of original information collected for specific purpose. The primary data for this research study was collected through a direct survey with the viewers guided by a structured questionnaire. The questions were structured and direct as to make viewers understand easily.

2. Secondary Data: Secondary data consists of information that already exists somewhere, having been collected for specific purpose in the study. The secondary data for this study collected from various books, company websites, and from company brochures.

DATA COLLECTION METHOD: The methodology adopted to collect the primary data was Interview schedule, which includes a structured questionnaire to be given to the respondents. The respondents would be guided by the interviewer to fill the questionnaire, without revealing the purpose for which the study is being conducted to the respondents.

COLLECTION OF DATA THROUGH QUESTIONNAIRES This method of data collection is quite popular, particularly in case of big enquires. It is being adopted by private individuals, research workers, private and public organizations and even by governments. In this method a questionnaire is sent (usually bye post) to the persons concerned with a request to answer the questions and return the questionnaire. A questionnaire consists of a number of questions printed or typed in a definite order on a form or set of

forms. The questionnaire is given to respondents who are expected to read and understand the questions and write down the reply in the space meant for the purpose in the questionnaire itself. The respondents have to answer the questions on their own. The merits claimed on behalf of this method are as follows: 1)

It is free from the bias of the interviewer; answers are in

respondent's own words. 2)

Respondents have adequate time to give well thought out answers.

3)

Respondents, who are not easily approachable, can also be

reached conveniently. 4)

Large samples can be made use of and thus the results can be

made more dependable and reliable.

The main demerits of this system can also be listed here: 1)

Low rate of return of the duly filled in questionnaires; bias due

to no-response is often indeterminate. 2)

It can be used only when respondents are educated and cooperating.

3)

The control over questionnaire may be lost once it is given.

4)

There is inbuilt inflexibility because of the difficulty of

amending the approach once quest there is also the possibility of ambiguous replies or omission of replies altogether, to certain questions; interpretation of omissions is difficult. 5)

It is difficult to know whether willing respondents are truly

representative. Before using this method, it is always advisable to conduct 'pilot study' (Pilot Survey) for testing the questionnaires. In a big enquiry, the significance of pilot survey is felt very much. Pilot survey is in fact the

replica and rehearsal of the main survey. Such a survey, being conducted by experts, brings to the light the weakness (if any) of the questionnaires and of the survey techniques. From the experience gained in this way, improvement can be effected, The term questionnaire refers to a self-administered process whereby the respondent himself read the questions and records his answer without the assistance of an interviewer.

STATISTICAL TOOLS Statistical tools are to obtain finding and average information in logical sequence from the data collected. After tabulation of data, researcher used the following Quantitative techniques. − Percentage analysis − Charts −

Chi - square test

− Interval estimation − Weighted average method 1)

The survey is limited to Twin Cities (Hyderabad and

Secunderabad) only. Hence the results attained by this study may not be universally applicable. 2)

Due to the Time constraint and Cost involved, the sample size

is limited to 280 respondents. 3)

The data is collected from the opinion of the customers and any

bias in their opinion will have an impact on the findings of the study.

CHAPTER-III

INDUSTRY PROFILE TELECOMMUNICATIONS MEANING: Telecommunications refers to long-distance Communication, which is derived from the Greek word “Tele” means “far off” at present such communication is carried out with the aid of electronic equipment such as the Radio, Telegraph, Telephone, and Television. In earlier times, however, smoke signals, drums, light beacons, and various forms of semaphore were used for the same purpose. The information that is transmitted can be in the form of voice, symbols, pictures, or data, or a combination of these. The physical equipment for a telecommunications system includes a transmitter, one or more receivers, and a channel or means of communication such as the air, water, wire, cable, communication satellite, or some combination of these. Telecommunication is the transmission, emission or reception of signals, images, sounds or information over wire, radio, optical, microwave, or other electromagnetic system.

TELEPHONE NUMBERS / DIALING When telephones were introduced, dialing simply meant that there were ringing codes, known by all telephone users within a certain area. Three short rings for example asked Mr. Brown to pick up the phone... very soon however, this was no longer practicable and telephone exchanges were created, first run by operators and later automatically. Telephone numbers need to be prefix-free. This means that one number may never be the first part of another one, because the phone related to the other number would start to ring before the end of the sequence. Digital wireless and cellular roots go back to the 1940s when commercial mobile telephony began. Compared with the furious pace of development today, it may seem odd that mobile wireless hasn't progressed further in the last 60 years.

Where are our video watch phones? There were many reasons for this delay but the most important ones were technology, cautiousness, and federal regulation. As the loading coil and vacuum tube made possible the early telephone network, the wireless revolution began only after low cost microprocessors and digital switching became available. The Bell System, producers of the finest landline telephone system in the world, moved hesitatingly and at times with disinterest toward wireless. Anything AT&T produced had to work reliably with the rest of their network and it had to make economic sense, something not possible for them with the few customers permitted by the limited frequencies available at the time. Frequency availability was in turn controlled by the Federal Communications Commission, Whose regulations and unresponsiveness constituted the most significant factors hindering radio-telephone development, especially with cellular radio, delaying that technology in America by perhaps 10 years. In Europe and Japan, through, where governments could regulate their state run telephone companies less, mobile wireless came no sooner, and in most cases later than the United States. Japanese manufacturers, although not first with a working cellular radio, did equip some of the first car mounted mobile telephone services, their technology equal to whatever America was producing . Their products enabled several first commercial cellular telephone systems, starting in Bahrain, Tokyo, Mexico city.

THE HISTORY OF TELECOMMUNICATIONS The word telegraphy comes from Greek “Tele” means distant and “graphic” to write. So the meaning is writing at a distance. It's a possibility to send news over a long distance. The inventor of the first electric telegraph was Samuel Finely Breese Morse a North inventor and painter. He had the idea for the concept when he returned to America from Italy on board the "sully”. In his studio at New York University he needed about six years to finish this invention and received a patent for it in 1938. The first message from Washington to Baltimore The 24 of May in 1844 was a very important day in the history of the United States: the first telegraph line was opened twelve years after Samuel Morse got the idea on board the "sully. The inventor of the telegraph himself sat in the High Court of justice in Washington and sent the first message out the Baltimore & Ohio railway station in Baltimore where many illustrious people were waiting. The content was a quotation of the bible and said: "what hath God wrought55. The message reached Alfred Lewis Vail, the collaborator of Samuel Morse, in Baltimore, who sent it back at once. Beginning this day preparations were to expand the lines to Philadelphia, New York, Boston and to other cities and areas. Most people were enthusiastic about this invention but not everyone. Farmers destroyed lines in South Kentucky in 1849. They said that the wire would remove the electricity from the air so it would not rain and there would be only crop failures. Mr. Robinson, an American gentleman, brought the Morse Telegraph to Europe in 1847; England and France were not interested in it. In Germany, Morse found a fair customer. The "Hannoversche Staaatsbahn'Nvas the first in this country that used the Morse Telegraph. The next year, the telegraph line between Hamburg and Cuxhaven was opened. The first inspector was Friedrich Clemens Gerke who improved the Morse code. The American version still comprised signs with different length. Gerke cleared it up and fixed that three points result in one line. This alphabet is valid until

today. Anyway he made rules for the distance between the signs and sign groups. He discovered a system that the most used letters got the shortest signs so that they could be transmitted very fast. Hiram Sibley's company: In 1851 Hiram Sibley founded a company with a group of businesspeople that built the telegraph line in the Midwest. The name was registered as Western union Telegraph & Co in 1856.

The Pony Express While the lines were spreading slowly through the whole country the very spectacular express rider service came into existence in April 1860. The pony express was born. Six hundred broncos, especially chosen for fleetness, toughness and endurance were bought. On 3rd of April the first rider named Henry Wallace left St Joseph, Missouri and after 10 days 3210 kilometers the last rider reached Sacramento, California. For this job they needed brave young men, preferably orphans, because it was a dangerous, adventurous life. They had to shoot very well, be excellent riders and to nave no fear of Indian attacks. Every rider had to ride sixty miles at top speed. He had to do this distance in six hours with six different ponies. Each day except Sunday, a messenger left StJopesh at noon. The one form Sanramento arrived at 8clock in the morning. The pony express existed only for one and a half year then it was dead. The reason was the completion of the transcontinental telegraph line between. Telecommunications is a fascinating, fast paced industry that influences every aspect of our daily life like normal voice phone calls, connectivity to the Internet, satellite communications, surfing the web, fax transmissions, video conferencing, high speed data communications, and cable TV.

It started with first public demonstration of Morse's electric telegraph, Baltimore to Washington in 1844. In 1876 - - Alexander Graham Bell files his patent application. First telephone patent (U.S. No. 174,465) allowed and issued to Bell on March 7th. - - March 10th, Bell speaks the first complete sentence transmitted by variable resistance transmitter ... "Mr. Watson, come here. I want you!". The world's first two way long distance telephone conversation over an outdoor wire (borrowed telegraph line) takes place between Cambridge port and Boston, Massachusetts between Bell and Watson. The field of telecommunication is no doubt one of the most exciting occupational fields that modern society has to offer. New technology is constantly being developed and finds its applications in the technical systems that make up a telecommunications network. This creates opportunities for developing existing services further, and introducing completely new ones - for the benefit of customers and society as a whole. The telecommunication industry is often referred to as an "enabling industry". That is, it creates opportunities for societal development in the broadest sense. In the current day scenario, there is lot of Tele-communications technologies evolved and used by people all over the world. Wireless technologies

are like GSM, CDMA, TDMA, UMTS, GPRS and latest technology 3G growing at a fast pace promising high speed data communications.

The two-way communication The progress in Europe went on, too. While the Americans filled their country with lines, there were important inventions in Austria and Germany. Telegraphy became more and more popular form day to day. Sometimes there was no more possibility to install new lines. Anyway the rates for the lies were very high. It was necessary to use the lies better. Improvements were introduced. The first essential step however was the invention to use one line for different telegrams at the same time and to send signs in both directions (e.g. from Boston to New York and the other way around at the same time).The Austrian physicist Julius Wilhelm Gintl was the father of the two batteries. Gintl's method was called the method of compensation. He got the golden Medal of Honor at the exhibition of industry of industry in Paris in 1855.

Chapter - VI

COMPANY PROFILE OF AIRTEL The name of the company is Bharti mobinet limited. The company is owned and governed by Bharti group of companies. It was several of companies like Bharti health care, Bharti global, Bharti foundation, Bharti enterprises, and Bharti ventures limited. Bharti Telnet, Bharti Telescopic, Bharti Broadband etc. The Chairman and Managing Director of Bharti group is Mr. Sunil Bharti Mittal. In 1996, Sky cell was launched and in 2000, Airtel took over sky cell. Airtel has its presence in 15 circles in India, which is worth of Rs.9000 cores. It has 866 towers in A.P, each costs 1 Crore rupees and made a proposal for doubling that in near future, which covers 65Kms. Airtel has the largest customer base which crossed 2 lakhs when compared to BSNL, which has 1, 55,000 customers, and HUTCH of less than 50,000 customers. Airtel has 28 connects in A.P, where Reach Tele Communications stands arouse union. It provides various services like bill payments, customer relations for problems solving, activations and is also dealing with sub-dealers. An overview Bharti Enterprises has been at the forefront of technology and has eased telecommunications with its world-class products and services. Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first Mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom service outside India in Seychelles and first private sector service provide to launch National Long Distance Services in India. As of February 28, 2003, Bharti had approximately 3.34 million total customers nearly 2.99 million mobile and 354,000 fixed line customers.

Its services sector businesses include mobile operations in Andhra Pradesh, Chennai, Delhi , Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkata, Madhya Pradesh circle, Maharashtra circle, Mumbai, Punjab, Tamilnadu and Uttar Pradesh (west) circle. In addition, it also has a fixed-line Operations in the states of Madhya Pradesh and Chhattisgarh, Haryana, Delhi, Karnataka, Tamil Nadu and nationwide broadband and distance networks. Bharti has recently launched national long distance services by offering data transmission service and voice transmission

service

for calls originating

and terminating on most of Indian's mobile networks. The company is also implementing a submarine cable project connecting Chennai-Singapore for providing international brand width. Bharti Enterprises also manufactures and exports telephone terminals and phones. Apart from being the largest manufacturer of telephone instrument, it is also the first telecom company to export its products to the USA.

About Bharti: Bharti Tele-ventures is Indian's leading private sector providing of telecommunications service based on an aggregate of approximately 3.34 million customers as of February 28, 2003 consisting of approximately 2.99 million mobile and 3,54,000 fixed-line customers. The company through its subsidiaries also provides fixed-line, VSAT, Internet service and network solutions. The company has also commenced offering national and international long distance services. The company seeks to capitalize on the growth opportunities that it believes are available in the Indian market and consolidate its position to be an integrated telecommunications service provider, with a focus on mobile service. The company today offers mobile service in fifteen out of 22circles in India. Bharti Tele-venture was the first private sector operator to provide fixed-line service in India when it commenced providing services in the Madhya Pradesh &

Chhattisgarh circle in June 1998.BTVL recently launched its fixed-line service in the license areas Haryana, Delhi, Tamilnadu and Karnataka and thus because the first private sector service provider to provide fixed-line services in all its licensed areas. Bharti Tele-Ventures has always believed in creating storing partnerships with its joint venture partners. Today, SingTel and Warburg Pincus are its leading the other partners includes leading international financial investments such as International Finance Corporation, Asian Infrastructure Fund Group and New York Life Insurance.

Bharti Tele-ventures mobile services Vision: Bharti Tele-ventures vision for its business is “To make mobile communications a way of life and be the customers first choice”.

Mission: The mission is to meet the mobile communication needs of the customer through: 1) Error free service 2)

Innovative products and services and

3) Cost efficiency.

Strategic objective: The company's strategic objective is to consolidate its leadership position among the mobile service providers in India.

Future Prospects of Cellular Industry: The Indian mobile market, according to the COAL, has increased from Approximately 1.2 million subscribers as March 31, 1999 to approximately 11.76 Million subscribers as of February 28, 2004.

Despite this rapid growth ,the mobile penetration rate in India, at approximately 1.14% as of February 28, 2004, is significantly lower than the average mobile penetration rate in other Asian and international markets. The number of mobile subscribers in India is exerted to show rapid growth over next four years. By 2006 it is projected at 50 million by COAI and 44 million by Gartner. Bharti Tele-ventures believe that the demand for mobile services in India will continue to grow rapidly as a result of the following factors: 1) Lower tariffs and handset prices over time; 2) Growth in pre-paid customer category; 3) Greater economic growth and continued development of Indian's economy; 4)

Higher quality mobile networks and services; and Greater variety and usage of value added services. Bharti Tele-ventures, through its subsidiary have the licenses to provide

GSM services in fifteen out of the twenty-two telecom circles in India. It purposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited (BCL). As of February 28, 2005, approximately 92% of India's total mobile subscriber market resided in the company's fifteen mobile circles, which collectively covered only 56%of Indian's land mass.

Airtel Milestones Air Tel has to its credit some of the most significant milestones in the history of the Indian cellular industry. 2004 Bharti Cellular launched cellular services Airtel in Delhi. 2005 Air Tel becomes the first cellular services in Himachal Pradesh Golden Peacock National Training Award - 1999 to Bharti Cellular for our Delhi mobile operations from the institute of Directors, a non-profit association in Indian

committed to improving the competitiveness of Indian business by focusing on development of business leaders, for the best human resources and training practices. 2006 The Technical award from Information Communications world, an international business magazine, for four consecutive years (2005 to 2006) for brand excellence, network quality, customer service and value added service in our Delhi mobile circle. Bharti acquires the cellular services operations of JT Mobile in Andhra Pradesh and Karnataka. 2007 Bharti Cellular acquired a 100% equity interest in Bharti MobiTel (formerly Spice Cell), the cellular services provider in Kolkata. Bharti Cellular entered into license agreements to provide cellular license bidding process. Bharti Mobitel launches Airtel in Kolkata in December. Six Million Customers November 2007. 2009 Roll out services in the eight new circles following the fourth cellular license bidding ttjiis includes the mobile circles of UP(west), Haryana, Madhya Pradesh, Maharashtra, Mumbai, Gujarat, Tamilnadu and Kerala. Seven Million Customers — July 2009. Today: Largest Mobile footprint in India, covering 20 of the 22 licensed areas. Proven track record of managing growth - both organic as well as by way of acquisitions. Airtel is largest player in the cellular horizon today and has consistently leaded the market through its innovative products and services. Seven Million Customers — July 2009. Awards and Recognitions −

Bharti was recognized as one of the "Leading Lights of Telecom"

in Asia in November 2001 in the Asian edition of the "tele.com" magazine with analytical inputs from research Frost & Sullivan.

−

The leading telecommunications services provider in Indian in a survey

of Indian companies conducted by Business World in association with Indian Marketing Bureau in September 2001: −

The Techies award from Information Communications World an

international business magazine for four consecutive years (1997 to 2000) for brand excellences network quality costumer services and value added service in our Delhi Mobil circle; −

Golden Peacock National Training Award -1990 to Bharti Cellular for

our Delhi mobile operations from the institute of Directors, a non- profit association in India committed to improving the competitiveness of Indian business by focusing on development of business leaders for the best human resources and training practices: and Ascent - Times of India and Sideshow pass award in 1999 from the Asia −

Pacific HRD conclave to Bharti Cellular for corporate excellence in the category of most innovative human resource practices.

−

Mr.Sunil Bharti Mittal (chairman and Group Managing Director) was honored as "One of the Top Entrepreneurs Worldwide" for the year 200 and "Stars of Asia" for the year 2001 by international business magazine, Business Week. Mr.Sunil Bharti Mittal was selected as the "Businessman of the year 2002" by Business India.

− Mr.Sunil Bharti Mittal was awarded the "Dataquest IT man of the year 2002". −

Mr.Sunil Bharti Mittal was selected the "CEO of the year 2002" by world HRD Congress.

−

Mr.Akhil Gupta (Joint Managing Director) was adjudged as the Chief Financial Officer for year 2001 for mergers & Acquisitions activities by EIU.

Bharti Tele-Ventures BHARTI TELE - VENTURES

MOBILITY

INFOTEL ENTERPRISES

Bharti cellular limited

Bharti Infotel Limited

Fixed-Line

Long Distance, Group data & Broadband

AndhraPradesh

Chennai Delhi

Delhi

NCR - Gujarat

Haryana

Haryana

Madhya Pradesh

Himachal Pradesh

Karnataka

Karnataka

Chattisgarh

VSAT

Kerala

Tamilnadu

Network Solution

National Long Distance International long Distance

Kolkata Madhya Pradesh & Chattisgarh Maharashtra & Goa Mumbai Punjab Tamilnadu & Pondicherry Strong strategic and financial partners

Internet

Bharti Tele-venture's existing shareholders have acquired direct and indirect equity interests in the company for total consideration exceeding US$, 1 billion. SingTel is one of Bharti Tele-venture's key strategic partners and its position as one of Asia's leading telecommunications service provider gives the company access to valuable knowledge in implementing telecommunications projects and to its international expertise and managerial resources. Bharti Televentures other partners include leading international financial investors such as Warburg pincus, International Finance Corporation, the Asia. Infrastructure Fund group and New York Life Insurance. The largest private sector integrated telecommunications services group in Indian in terms of the number of customers. 1) Largest Mobile footprint in India, covering 15 of the 22 licensed areas. 2) Proven track records of managing growth & acquisitions. 3)

First and Largest private telecommunication services company offering Fixed-line services in India.

4)

Existing foreign shareholder have acquired directed and in directed equity interests in the company for a total consideration exceeding US$.1 billion.

5)

First private telecommunications company to launch long distance services.

6)

6. First off the block to launch fixed-line services in all the four circles of Delhi, Haryana, Karnataka and Tamil Nadu.

P r o d u c t p r o f ile o f A ir te l The Airtel has been offering two types of schemes: 1)

pre-paid scheme

2)

post-paid scheme

Pre-paid scheme:

It is a widely accepted scheme by the most of the new subscribers. Under pre-paid scheme, it has three plans to opt for. Those are: a)

Rs.299 plan.

b) Rs. 499 plan c)

Rs. 1029 plan

Post-paid scheme: It is used by most of the bulk users whose airtime usage is more and is also used by most of the corporate & business people. There are various plans that are offered under postpaid scheme. Those are:

1)

Youtopia

2)Smart Life 3)

Value Life

4)Value Max 5)Standard TRAI plan

Pre-paid connection (Airtel Magic) Airtel magic is ready-to-use, no-hassle cellular connection. It comes preactivated with STD/ISD calling facility (depending upon the plan purchased). Backed by Airtel, the leading cellular operator on India, it gives crystal clear communication across the all cities.

Highlights of pre-paid connection (Airtel Magic) −

Wide Availability

−

Instant Connectivity

−

No Bills

−

Total cost control

− −

Convenient Recharge Minimal documentation

−

No rentals

−

No deposits

−

STD/ISD facility

−

Remote Messaging Service (SMS)

−

Free caller Line Identification (CLIP)

−

Call waiting ,call hold, call conference

Available in over 2500 stores including departmental stores, general stores, medical shops, telecom booths etc.

Value Added services 1) Voice Based Services:

2)

(a)

Voice mail

(b)

Fax service .

(c)

Call conference

(d)

Dial-In service

(e)

Cricket contest on 646

Text Based Services: (a)

LUVM8Language SMS

(b)

Text Message

(c)

Information Service

(d)

Email-Send and receive

(e)

M-banking

(f)

M- panchangam

(g)

Ring tones & Logos

(h)

Net2mobile SMS chat

(i)

Scheduler

(j)

Group Messaging

(k)

Cricket contest

(l)

Play back contest

(m)

Contests 2 win contest

3) Call management services: (a)

Call Line Identification (CLI)

(b)

Cell Line Identification Restriction (CLIR)

(c)

Call Wait

(d)

Call Hold

(e)

Call Divert

4) Fax and data services: (a)

Fax Facility

(b)

Data Facility

5) Others: (a)

STD7ISD

(b)

Smart roam

(c)

South roam

(d)

All India roaming

CHAPTER-V

DATA ANALYSIS & INTERPRETATION

TABLE-01 Age of the customers Age

No of responds

% of responds

20-25

124

44.2

26-30

78

27.8

31-35

34

12.1

36-40

30

10.7

Above 40

14

7.0

Total

280

100

INTERPRETATION: This TABLE shows that more than 45% of users are 20-25 years, 28% of users are 26-30yeares, 31-35 years near about 12% and remains are above 36 years of the total respondents.

CHART-1

140 120 100 80

N o o f re s p o n d s

60

% o f re s p o n d s

40 20 0 2 0 - 2 25 6 - 3 30 1 - 3 35 6 - 4 A0 b o v e 40

OCCUPATION OF THE CUSTOMER TABLE-02 Occupations

Number of responds

% of responds

Students

148

52.8

Business

58

20.78

Professionals

09

3.24

Govt. employees

38

13.53

Others

27

9.65

Total'

280

100

INTERPRETATION: More than 50% of mobile users are students or with business men are 21 %and gout employees are 14% and the rest constitute professionals and other of the total Respondents

CHART-2

160 140 120

Num ber of re s p o n d s

100 80

% o f re s p o n d s

60 40 20

Stu

den Bus ts Pro iness f Gov ession t. em als ploy ees Oth er

s

0

INCOME OF THE CUSTOMER TABLE-03 Income

respondents

%of respondents

5,000-10,000

98

35

10,000-15,000

89

31.78

15,000-20000

54

19.28

Above 20,000

39

13.94

280

100

Total

INTERPRETATION: This TABLE shows the income level of respondents, 35% of respondent's income is 5000-10000 More than 31% of respondents income is 1000015000,20% ofrespondentincomeis 15000-20000 and above 20000 respondents are 14% The average income of the mobile phone user per month is found to be 61:30.

CHART-3

120 100 80 60

re s p o n d e n ts % o f re s p o n d e n ts

40 20 0 5 , 0 0 10 0- , 0 01 05 -, 0 0 0 1 0 , 0 01 05 , 0 02 0 0 0 A0 b o v e 2 0 ,0 0 0

NUMBER OF CELLULAR CONNECTION IN YOUR FAMILY TABLE-04 Number of cellular

Number of responds

% of responds

One

210

75

Two

38

13.75

Three

27

0.09

Four and above

5

0.017

INTERPRETATION: More than 75% of the respondents are using one mobile phone 38% of respondents are two mobiles and remaining respondents are using 32% of mobile phones.

CHART-4

250 200 Num ber of re s p o n d s

150

% o f re s p o n d s

100 50 0 O ne

Tw o

T h re e

DID YOU PREFER CELLULAR SERVICE TABLE-05

contents

No of responds

% of responds

56

20

Prestige

42

15

Features

68

24.28

Better communication

114

40.72

Total

280

100

.... M obility

INTERPRETATION: About 40% of respondents are using mobile phones for better communication and 24% of users are using for good features, 20%of respondents are for good mobility, and remaining 16 % of respondents are using for prestige.

CHART-5

120 100 80

N o o f re s p o n d s

60

% o f re s p o n d s

40 20

Bet

ter c omm

unic at

.. .

ion

Mob

ility Pre stig e Fea ture s

0

ARE YOU CUSTOMER OF AIRTEL TABLE-06 Contents

No of responds

% of responds

Yes

280

100

0

0

NO

INTERPRETATION: In my survey I prefer for judgemental sampling so all respondents are Airtel customers only.

CHART-06

300 250 200 N o o f re s p o n d s

150

% o f re s p o n d s

100 50 0 Y es

NO

HOW LONG HAVE BEEN THE CUSTOMER OF AIRTEL

TABLE-07 Contents 1 year Total

No of responds 112 86 82 280

% of responds 40 30.02 29.98 100

INTERPRETATION: 120 This TABLE show that respondents are using the connection of Airtel, 40% of respondents are using before 6 months back, and above 30%of respondents are using

100

6months- l year and remaining 30% of respondents are using more than one year.

80 N o o f re s p o n d s

60

% o f re s p o n d s

40 20 0 < 6 m o n6 t hm s o n t h>s 1- 1y e a r y e a rCHART-07

HOW DID YOU COME TO KNOW ABOUT AIRTEL TA BLE-08

contents

No of responds

%of responds

Newspapers

49

17.5

38

13.57

Hooding

67

23.93

Magazines

77

27.5

Word of mouth

49

17.5

Total

280

100

Televisions

INTERPRETATION: This TABLE shows that Advertisement is a major source of awareness for majority of respondents are come to know about the Airtel. In these respondents more then 27% of respondents are seeing magazines, 24% of respondents are seeing hoodiesand more than 17% of respondents are reading news papers.

CHART-08

90 80 70 60 50 40 30 20 10 0

N o o f re s p o n d s

ons Ho Ma oding Wo gazi rd o nes fm out h

evi si

Tel

Ne wsp ape rs

% o f re s p o n d s

ARE YOU SATISFIED WITH CUSTOMERCARE TABLE-09 contents

No of responds

% of responds

Highly satisfied

69

24.64

Satisfied

98

35.1

Not satisfied

57

20.26

No idea

56

20

Total

280

100

INRERPRETATION: Above 60% of the Airtel users are satisfied with the customer care of the mobile connection. Among these about 25% of respondents are highly satisfied 35% of respondents are satisfied and 20% of respondents are not satisfied.

CHART-09

120 100 80 N o o f re s p o n d s

60

% o f re s p o n d s

40 20

Hig hl

ys atis

fied Sa tisf ie

d No t sa tisfi ed No ide a

0

WHAT DO YOU FELL ABOUT THE NETWORK COVERAGE TABLE -10 contents

No of responds

%of responds

Highly satisfied

78

27.8

Satisfied

96

34.2

Not satisfied

48

17.3

Need to improve

58

20.7

Total

280

100

INTERPRETATION: A majority of 80% of the Airtel users is satisfied with its coverage range, In this 28% of respondents are highly satisfied, 34% of respondents are satisfied, 17% of respondents are not satisfied and 21%of respondents are gave the suggestion the network need to improve about the coverage.

CHART-10

120 100 80 N o o f re s p o n d s

60

% o f re s p o n d s

40 20

Hig hly sat is

fied Sat

isfie

d No t sa tisfi Ne ed ed to i mp rov e

0

REASON FOR PREFERING AIRTEL TABLE-11 Contents Wide coverage Good customer care Less tariffs Clear signals Total

No of responds 76 84 35 85 280

% of responds 27.16 30.00 12.53 30.35 100

INTERPRETATION: This TABLE shows the preferring for Airtel in this 60% of respondents are preferring for good 9 0 customer care and clear signals, 27% of respondents are prefer for wide8 0coverage and 12% of respondents are prefer for less tariff

70 60 50 40 30 20 10 0

N o o f re s p o n d s

ffs Cle ar s ign als

tari car Lese s

me r

cus to

cov

era ge

% o f re s p o n d s

Go od

Wid e

plans.

CHART-11

SCOPE OF IMPROVEMENT IN ALL WORK TABLE-12 Contents

No of responds

% of responds

Urban area

49

17.5

Rural area

99

35.35

Costal area

46

16.42

Highways

86

30.73

Total

280

100

INTERPRETATION: The respondents are giving satiations for network improves in different areas, more then 35%of respondents are rural areas, 30% of respondents are highways, 16% of respondents are costal areas

CHART-12

120 100 80 60 40 20

Urb an are a Ru ral are a Co sta l ar ea Hig hw ays

0

N o o f re s p o n d s % o f re s p o n d s

WEATHER YOU SATISFYED IN TERMS OF CLARITY TABLE-13 Contents Highly satisfied Satisfied Not satisfied Need to improve Total

120

No of responds 42 82 57 99 280

% of responds 15.0 29.2 20.3 35.50 100

100

INTERPRETATION: This TABLE shows that how the respondents are satisfied about the clarity of

80

the signals. 15% of respondents are highly satisfied about the clarity of the

N o ofo frespondents r e s p o n gave d s the voice, 29% of respondents are satisfied and 35% 60

satiation need to improve the signals.

40 20

Hig hly sati s

fied Sat isfie d Not s Nee atisfied d to i mp rov e

0

CHART-13

% o f re s p o n d s

ARE YOU SATISFACTION TO THE BILLING SYSTEM TABLE-14 contents

No of responds

% of responds

Highly satisfied

38

13.57

Satisfied

54

19.28

Not satisfied

73

26.07

Need to improve

115

41.08

Total

280

100

INTERPRETATION: Though the majority of 40% Airtel users are aware of the billing system,14%of respondents are highly satisfied about the billing system,20% of respondents are satisfied but important 26% of respondents are not satisfied about the billing system.

CHART-14

140 120 100 80

N o o f re s p o n d s

60

% o f re s p o n d s

40 20

Hig hly sati s

fied Sat is

Not fied s Nee atisfied d to imp rov e

0

TABLE – 15 THE MODE OF PACKAGE BEING USE PRESENTLY Contents Pre-paid Post – paid

No of responds 193 87

% of responds 68.9 31.10

250

INTERPRETATION: The data in the table shows that out of total 280 respondents 68% of respondents are using prepaid connections and remaining 31% respondents are using.

200 150

P re -p a id P o s t – p a id

100 50 0

N o o f r e s p o% n do sf r e s p o n d s CHART-15

WHAT TYPE OF PREPAID CARD ARE YOU USING TABLE-16 contents

No of responds

% of responds

299

83

43.5

499

87

44

1080

20

10.8

3020

3

1.5

total

193

100

INTERPRETATION: This TABLE shows the type of recharge cards used by the respondents. In this 100%most of all respondents are using 43% of using 299 package 45%of respondents are using 499 package 10% of respondents are using 1080 in the pre-paid package.

CHART-16

3500 3000 2500 c o n te n ts

2000

N o o f re s p o n d s 1500

% o f re s p o n d s

1000 500 0 1

2

3

4

HOW OFTEN DO YOU RECHARGE YOUR SIM CARD IN A MONTH TABLE-17 "Contents

No of responds

% of responds

Once

138

71.5

Twice

49

25.4

Thrice or more

6

4.0

Total

193

100

INTERPRETATION: This TABLE shows that the respondents how many times they recharge in a month, more than 71% of respondents are recharge once in a month ,26% of responds are recharge twice in a month only 4% of responds are recharge thrice in a month.

CHART-17

160 140 120 100 80

N o o f re s p o n d s % o f re s p o n d s

60 40 20 0 O n c e T w ic e T h ric e o r m o re

ARE YOU INTERSETED IN POST- PAID TABLE-18 contents

No of responds

% of responds

Yes

72

30.6

• < • No

121

69.4

Total

193

100

INTERPRETATION: This TABLE shows that respondents are interested in post- paid or not in that more than 69% of respondents are not interested for post-paid connections and 30% of respondents are interested in post-paid connection

CHART-18

140 120 100 80

N o o f re s p o n d s

60

% o f re s p o n d s

40 20 0 Y es

•