A Study on Customer Satisfaction on Airtel Essay
CONTENTS P – No I. Chapter – 1 On the job training 1-3 Introduction 5-11 Industry profile 12-14 II. Chapter – 2 Company profile 14-24 III. Chapter – 3 Summary 25-26 IV. Chapter – 4 Product profile 27-31 V. Chapter – 5 Objectives of study 32-33
VI. Chapter – 6 Methodology 34-48 VII. Chapter – 7 Limitations 49-50 VIII. Chapter – 8 Analysis interpretation 51-75 IX. Chapter – 9 Findings 76-78 X. Chapter – 10 Suggestions 79-81 XI. Chapter – 11 Conclusion 82-83 XII. Chapter – 12 Annexure 84-85 QUESTIONNAIRES ON THE JOB TRAINING On the job training takes place in a real job environment. ? The major advantage of this method is that the trainee will get practical experience.
? This will also help in better application of the knowledge and skills gained during training session. ? Disadvantage of OJT IS that as the trainee is still going through the learning process any mistake he commits on the job might result in loss to the organization. ON THE JOB TRAINING IN AIRTEL OBJECTIVE Primary objective. ? Primary data was collected through market survey ? We approached the customers directly through questionnaires.
A study on customer satisfaction on airtel and creating awareness in customers towards airtel features regarding to the land line & broadband services. ? To know the company performance in different department on customer feedback. Secondary objective; ? To obtain the customer satisfaction levels on Airtel. ? To identify customers problems & preferences. ? Launching and promotion of airtel land line in other regions of Hyderabad. TRAGETS / TASKS My company guide assigned me the following targets:- ? Meeting five customers daily and get their feed back.. Face to face interaction with the customers of Airtel. ? Interviewing them on phone to know their satisfaction level and their problems regarding towards AIRTEL landline &broadband services. STRATEGY ? Meeting the customer directly to know their satisfaction level &problems of AIRTEL landline broadband services. ? Taking interview on phone. ? Data was collected from the customer database to reach maximum customers in the limited time. ACHIVEMENTS ? I have collected the feedback of 150customers of Airtel. ? We have done analysis for that data and submitted to the company guide. The analysis was presented to the company officials by the company guide. ? The officials were very much impressed by the report. ? Based on that analysis the company taken few steps to satisfy the customer. MIDCOURSE CORRECTION ? We are unable to meet some customers directly because of insufficient address ? So we decide to make a call to know their feedback on airtel. LIMITATIONS We made effort and make this study oriented. There are certain limitations such limitations are due to following reasons. ? The survey was on AITEL customers only. The survey was done in some areas of Hyderabad city only. ? The sample size is limited due to the limited period. ? As the respondents are very busy with their work they are unable to give their feed back freely. ? Analysis is based on the information given by the customers. ? Being Hyderabad a new place getting the addresses of customers became difficult. ? Availability of respondents was poor. ? I was given only some areas like Sp road, Rani gunz, General bazar, Mahankalli street,PG road, MG road, ? Feedback is collected from the customers except the CCB segment. Chapter: 1
INTRODUCTION [pic] 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, Perish ability, Inseparability. There is a phenomenal growth of services and the firms need to be specialized in the services offered and to satisfy customers. This requires comprehensive strategies, which can be carried through marketing strategies.
This lead to the development of “Service Marketing”. We term marketing as function by which marketing plans, promoters 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 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 the selling the services in the best of interest of users. CUSTOMER SATISFACTION:- If we take customer satisfaction scores and turn them upside down, we find what percent of customers are not pleased with the service they receive. This presents a new way to improve the overall experience for our customers: Focus on the negative, with the sole purpose of arriving at the positive. So, let’s change the way we look at customer satisfaction surveys. We have all read the statistics about unhappy customers.
You know the statistic: If I am happy, I tell three other people, but if I am unhappy, I tell nine. And if I am really unhappy and leave, you now have to pay twice as much to get another customer just like me. 1. Identifying Opportunities for Improvement The first step is to understand how your customers view their experiences with the company. You can do this by breaking down interactions into six to eight key experiences like becoming a customer, shopping for products/services, buying products/services, etc. Also, identify the key customer segments and channels that customers use to interact with your company.
Catalog the experiences and identify the events that make up each customer experience. 2. Validate Information Directly The best way to do this is to conduct preliminary qualitative research. Preliminary research may take several forms, such as preliminary customer surveys or interviews of customers, customer service specialists, or sales people, onsite, online, with paper forms, or by telephone. For this example, we’ll use interviewing the individual customer. Ask the customer about his daily interactions and listen for key areas of dissatisfaction. Create a list of questions that covers various experiences.
The key to the interview is to allow a customer to talk openly about his problem. Focus on listening and understanding how each channel and organization is affecting satisfaction. Ask open-ended questions that will generate the most amount of dialogue, for example: How did you hear about us? Did you contact us first? What was your experience like? How do you use our products? What do you like and dislike? What happens when you have a problem? How do you contact us? What has been your experience when you do contact us? 3. Create a List Based on the information that you have gathered, create a list of the main points for the customer.
Be sure to include both positive and negative points across each of the customer experiences. Create the list in first-person statements, or survey items, and even for negative aspects, be sure to word the items positively. NBRI can help you to complete the list. Examples include: “The company Web site has the information I need. ” “The customer service rep was able to explain the service options. ” “The sales rep returned my phone calls. ” “Filing a claim was easy. ” Ask follow-up questions to validate information and understand the specific problems.
Be sure to ask questions to understand where the problem is most prevalent among the various customer segments that you service and channels that you provide. 4. Conduct Quantitative Research Now that you have created the list of statements, conduct quantitative research to understand how customers rate them. Have customers rate their satisfaction level with each of the statements. Include open-ended questions in your customer surveys to allow customers to give detailed accounts of their experiences, or to open your eyes to a new problem that was not uncovered during your preliminary research. . Analyze the Results Once the customer survey results are tabulated, there are several ways to analyze your results. Many times, research firms will focus on the “Percent Favorable”, but this can be very misleading and can give management a false sense of security. Instead, look at the Distribution of Negative Responses (DONR) for each item. This is the percentage of all negative responses for a particular item. Analyzing the DONR is a subjective way to prioritize which items will receive the most attention.
For an objective look at your results, NBRI can provide normative data to benchmark yourself against other companies and the national average and the root cause analyses, a set of inferential statistical analyses that, used together, identify the item(s) that have the greatest effect on the largest number of other items. 6. Implement Organizational Change Once you have identified the top categories for change, create internal action planning teams to address each issue and find solutions for improvement. Gather people from each of the contact channels and conduct strategy meetings.
Remember to keep the focus for change on the customer. Don’t let the recommended solutions simply fix internal problems, but focus on how the change will positively impact the customer. Have the team identify quick hits that will make an immediate impact on the customer. Work as a team to understand the actual problem, the source of the problem, and how we can change to improve the experience. Have the team ask such questions as: “Are there processes in place that can be changed? Is there a new way to gather information or solve problems online that will reduce customer pain? “
The team should also identify long-term solutions that may take months for implementation. Identifying these solutions will allow the company to create detailed plans and budgets that are centered on improving the customer experience. 7. Continue to Check the Pulse Now that you have identified customer dissatisfaction and developed improvement plans, you must circle back and confirm that the changes are having a positive impact on the customer by conducting another customer survey to validate that there has been a shift in the customer’s perceptions. Measuring dissatisfaction and implementing a plan to improve the experience s not a simple process, but companies across North America are finding that focusing on the negative is sometimes an efficient way to make the customer the most satisfied. Solve his problems, and he will not only become a loyal customer, he will spread the word about his satisfaction. Because customer retention is a key focus for most companies, understanding why customers are leaving and how much their dissatisfaction with the company will cost the company next year is the first step toward fixing the problems that cuMeasuring Customer Satisfaction There are several ways to gather input from customers.
The simplest way to find out how customers feel and what they want is to ask them. If you have only 20 customers, you can talk to each one personally. The advantage of this approach is that you’ll get a personal “feel” for each customer. The disadvantage is that you’ll gather different information from each customer depending on how the conversation goes. Customer surveys with standardized survey questions insure that you will collect the same information from everyone. Remember that few of your customers will be interested in “filling out a questionnaire”. It’s work for them without much reward.
By launching a customer survey as an attempt to find out “how we can serve you better” — your customers will feel less put upon. Here are a few of the possible dimensions you could measure: * quality of service * speed of service * pricing * complaints or problems * trust in your employees * the closeness of the relationship with contacts in your firm * types of other services needed * your positioning in clients’ minds Focus Groups Focus groups are good ways to get informal input from a group of customers or prospects. You bring in 5-10 customers or prospects and ask them questions or have them react to material.
You can pay a professional facilitator and videotape the whole session, or just lead an informal discussion yourself. In either case, you have a chance to gather ideas about customer needs, reactions to your company, suggestions for new services, and so forth. In addition to individual responses, you get ideas that develop as the group reacts to each other’s responses. Client Advisory Groups One way to get regular input from customers is to put together an advisory group. This can act like a focus group, but is set up to provide input over time.
You may pay members, or simply buy them dinner every quarter. There are many benefits to such groups. They give you a source of input from the customer viewpoint. They provide a sounding board for specific questions. They enhance your relationship with good customers who become more committed to your success. And they can move relationships with prospects ahead. Advisory boards are a much underused way to improve customer service, develop new services, and encourage repeat business. Even the smallest businesses can use them effectively. stomers see as most important.
If we take customer satisfaction scores and turn them upside down, we find what percent of customers are not pleased with the service they receive. This presents a new way to improve the overall experience for our customers: Focus on the negative, with the sole purpose of arriving at the positive. INDUSTRY PROFILE:- Definition of Telecommunication: The process of transmitting or receiving information over a distance by any electrical or electromagnetic medium. Information may take in the form of voice, video, or data. Telecommunications is one of the fastest growing service industries in the world.
In developed nations, with saturation of demand for basic services, the accent is on the value-added services. Developed nations are trying to augment basic services infrastructure and also introduce value-added services. India is one of the fastest growing telecom markets globally. India is the 12th largest Telecom market in the world and the 5th largest in Asia. It is also the fourth largest economy in the world based on Purchasing Power Parity (PPP). The Indian cellular market has for the last few years, been the most dynamic segment of the telecom industry and amongst the fastest growing.
The country has about 10. 5 million mobile users now and it is forecast to grow by a compounded 52. 5 percent to 30. 9 million subscribers through 2005. TELECOM REGULATORY AUTHORITY OF INDIA The TRAI (Telecom Regulatory Authority of India) Act allows the body to set telecom tariffs and fix terms and conditions under which. Operators can interconnect with other. It also requires the government to seek recommendations from TRAI before issuing a license. A new appellate authority – separate from TRAI – has been set up to decide on disputes between the government and private operators.
Broadly, the new act enhances TRAI’s recommendatory powers, strengthens those powers relating to tariffs and interconnection but reduces the body’s judicial powers. The new act continues to allow the TRAI to set tariffs. The Department of Telecom (DoT) is a Government of India Department under the aegis of Ministry of Communications. It has its role in policy making, licensing and coordination matters relating to telegraphs, telephones, wireless, data, fascimile and telemetric services and other like forms of communications.
In addition, DoT is responsible for frequency management in the field of radio communication in close coordination with international bodies. It also enforces wireless regulatory measures for wireless transmission by users in the country. DOT aims to provide the latest in telecommunications technology and the best of services to its customers. The Indian mobile market, according to the Cellular Operators Association of India (COAI), has increased from approximately 1. 2 million subscribers as of March 31, 1999 to approximately 14. 18 million subscribers as of May 31, 2003.
Despite this rapid growth, the mobile penetration rate in India, at approximately 1. 40% as of May 31, 2003, is significantly lower than the average mobile penetration rate in other Asian and international markets. The number of mobile subscribers in India is expected to show rapid growth over the next four years. 2006 project it at 50 million by COAI and 44 million by Gartner * Growth in Telecom accelerates in July 2004 –Around 2 million subscribers added ? As per a compilation done by TRAI based on latest reports from operators, the subscriber based for telephony services accelerated its growth pattern during July 2004 also.
In the month of July 2004, around 1. 95 million subscribers were added as compared to 1. 54 million subscribers in June 2004. ? For mobile segment 1. 72 million subscribers have been added during July 2004 as compared to 1. 43 million in June 2004. ? During the first four months of current financial year approximately 5. 85 million mobile subscribers have been added, making it a total of 39. 45 million mobile subscribers at the end of July 2004. ? In the fixed segment, a total of 0. 23 million were added during July 2004, as compared to 0. 1 million in June 2004. These were predominantly WLL (F). With this the total subscriber base of fixed lines has reached 43. 45 million. ? The gross subscriber’s base consisting of fixed as well as mobile has touched around 82. 90 million resulting into the overall tele-density of around 7. 60. TRAI notified that the 31st Amendment to the Telecommunication Tariff Order (TTO) 1999 mandating minimum validity period of 6 months for tariff plans offered by the Access Provider from the date of enrolment of the subscriber to the tariff plan.
TRAI ACT 1997 It may call as Telecom Regulatory Authority of India act 1997. It may extend to the whole of India. It came into force on the 25th day of January 1997. This is not in force in the state of the Jammu & Kashmir only. The new telecom policy framework is also required to facilitate India’s vision of becoming an IT superpower and develop a world-class telecom infrastructure in the country. TRAI OBJECTIVES VISION AND GOAL OF THE TELECOM POLICY is availability of affordable and effective communications for the Indian citizens; • Access to telecommunication is important for achievement of the country’s social and economic goals; • Strive to provide a service to all uncovered areas, including the rural areas; • Encourage development of telecommunication facilities in remote, hilly and tribal areas of the country; • Create a modern and efficient telecommunication infrastructure; • Transform in a time bound manner, the telecommunication sector to a greater competitive environment in both urban and rural areas providing equal opportunities and level playing field for all players; • Strengthen research and development efforts in the country and provide an impetus to build world-class manufacturing capabilities; • Achieve efficiency and transparency in spectrum management; • Enable Indian Telecom Companies to become truly global players. TARGETS • To achieve a teledensity of 7 by the year 2005 and 15 by the year 2010. • Encourage development of telecom in rural areas making it more affordable by suitable tariff structure. • Making rural communication mandatory for all fixed service providers. • Increase rural teledensity from the current level of 0. to 4 by the year 2010 and provide reliable transmission media in all rural areas. • Achieve telecom coverage of all villages in the country and provide reliable media to all exchanges. • Provide internet access to all district head quarters. • Provide high-speed data and multimedia capability using technologies including ISDN to all towns with a population greater then 2 lakh. Mostly used Wireless Technologies in India. ? GSM — Global System for Mobile Communication ? CDMA – Code Division Multiple Access GSM (Global System for Mobile Communications) One of the leading digital cellular systems. GSM uses narrowband TDMA, which allows eight simultaneous calls on the same radio frequency. GSM was first introduced in 1991.
As of the end of 1997, GSM service was available in more than 100 countries and has become the de facto standard in Europe and Asia. CDMA (Code-Division Multiple Access) A digital cellular technology that uses spread-spectrum techniques. Unlike competing systems, such as GSM, that use time-division multiplexing (TDM), CDMA does not assign a specific frequency to each user. Instead, every channel uses the full available spectrum. Individual conversations are encoded with a pseudo-random digital sequence. Qualcomm, Inc developed CDMA. TDMA (Time Division Multiple Access). A technology for delivering digital wireless service using time-division multiplexing (TDM).
TDMA works by dividing a radio frequency into time slots and then allocating slots to multiple calls. In this way, a single frequency can support multiple, simultaneous data channels. TDMA is used by the GSM digital cellular system. TDM (Time Division Multiplexing) A type of multiplexing that combines data streams by assigning each stream a different time slot in a set. TDM repeatedly transmits a fixed sequence of time slots over a single transmission channel. Within T-Carrier systems, such as what T-1 and T-3 are, TDM combined Pulse Code Modulated (PCM) streams created for each conversation or data stream. Difference between GSM, CDMA, and TDMA.
CDMA (Code Division Multiple Access), TDMA (Time Division Multiple Access) and GSM (Global System for Mobile Communication) are all 2G wireless standards. From a simplistic point of view the main difference between these three technologies is based on the way the voice or data content of a phone call is carried over the network CDMA is a technology that transmits voice or data over the network in the form of packets spread over the available frequency spectrum; TDMA is a technology that transmits voice or data according to an allocated time slot in the frequency spectrum; while GSM uses both compressed packets of data and voice and a time allocation system to transmit over the network.
Indian mobile phone service carriers operate two digital technologies-GSM and CDMA. GSM GSM mobile phones use a subscriber identity module (SIM) card to connect the handset to the network. If you import a GSM mobile phone on a ‘one-off’ basis (that is, for personal use), you can purchase a SIM card from most mobile phone retail outlets in Indian that will enable you to connect to an Indian network. If your overseas-purchased GSM mobile phone is covered by a contract with an overseas mobile carrier, you may need to have your mobile phone unlocked from the SIM card that was issued as part of the contract. Only the overseas carrier can carry out the unlocking process.
As CDMA mobile handsets do not include a SIM card, it is very difficult for a CDMA mobile phone to be connected in Australia on a ‘one off’ basis. The ACA recommends that you do not import a CDMA phone for personal use and cannot assist you in having your CDMA mobile phone connected. GSM Services ? Voice Services ? Data Services ? Multicast Services ? Short Messaging Services ? Location Based Services (LBS) GSM Products (Mobile Devices) ? Subscriber Identity Module (SIM) ? Mobile Telephones ? Embedded Radio Modules ? External Radio Modems GSM Future Evolution ? Enhanced Data for Global Evolution (EDGE) ? Wideband Code Division Multiple Access (WCDMA) India’s largest private sector telecom operator ; 20% of the telecom market in India ; Cellular contributes 85% of total revenues & 1. 2 million subscribers ? Provides fixed line, VSAT, Internet and NLD – services ? Fixed line services in Madhya Pradesh, Chattisgarh & Haryana ? Strong Business Partners – ? IFC-International Finance Corporation ^ SingTel – Singapore Telecom ; BT – British Telecom ; Telia – Swedish Telecom ? Business direction to consolidate existing lines of Business -; Fixed line services ; Broad band services ; Cellular operations Chapter: 2 COMPANY PROFILE [pic] Bharti Tele-Ventures (BTVL) is India’s leading private sector provider of telecommunications services with an aggregate of 6. 5 million customers as of January 31, 2004, consisting of approximately 5. 86 million mobile and 587,872 fixed line customers. It is the largest GSM service provider in the country. India market share as on January 31, 2004 was 25. 1%. Mobile services constitute the largest portion of our business both in terms of total revenues and total customers. They also provide fixed-line, long distance, group data and enterprise services including VSAT and Internet services. Bharti Tele-Ventures (BTVL) offers mobile services in fifteen out of 23 circles in India. As of January 31, 2004, approximately 91% of India’s total number of mobile subscribers resided in Bharti’s mobile circles, according to COAI reports.
Bharti Tele-Ventures was the first private sector operator to provide fixed-line services in India when it commenced providing fixed-line services in the Madhya Pradesh & Chattisgarh circle in June 1998. The Company also provides fixed – line services in Haryana, Delhi, and Karnataka and Tamil Nadu circles. BTVL believes that these circles have high telecommunications revenue potential, especially for carrying data traffic. The company complements its mobile and fixed-line services with national and international long distance services. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The long distance and data enterprise services have enormous support from this connectivity and facilitates in offering best value for customers.
The company provides reliable end-to-end data & enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA.
Bharti is the leading cellular service provider, with a footprint in 16 states covering all four metros. It has over 4. 5 million satisfied customers Airtel comes to you from Bharti Cellular Limited – a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Awards Consecutively for four years 1997, 1998, 1999 and 2000, Airtel (for Bharti Cellular Ltd. New Delhi) has been voted as the Best Cellular Service in the country and won the coveted Techies award. ? The Asia Pacific Award for the Most Innovative HR practices-2000 ? The Golden Peacock National Training Award for excellence in Training practices-2000 ? The Golden Peacock National Quality Award-2001 Vision To make mobile communications a way of life and be the customers’ first choice Mission It will meet the mobile communication needs of customers through: ? World class network ? Error free service delivery ? Innovative products and services ? State-of-the-art distribution system HIGHLIGHTS OF AIRTEL Airtel product differentiation with the other products ? Good coverage area ? The corporate employee benefits ? Low monthly rental Service differentiation ? Airtel objective customer care & satisfaction level Image differentiation ? Sachin Tendulkar was a brand ambassador ? Advertisements ? Music & ring tones ? Brand name Airtel Brand and advertisement
The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. The most important of these are: The Airtel Logo [pic] The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn word mark. ? The Airtel Image style It incorporates two solid, red rectangular forms whose counter form creates an open doorway. ? The Airtel Typographical style The title case lettering with its capital ‘A’ was deliberately chosen to reinforce the brand’s leadership position. The red dot on the letterform ‘I’ cues Airtel’s focus on innovation. JOINT VENTURES Singtel (Singapore telecom) ? Warburg Pincus, USA ? Telia, Sweden ? Asian Infrastructure find, Mauritius ? International finance corporation, USA ? New York Life international, USA Bharti Tele-Ventures current businesses include: ? Mobile services ? Fixed-line ? National and international long distance services ? VSAT, Internet services and network solutions PRESS RELEASES ? Airtel sponsors – CII corporate cricket cup. CII Andhra Pradesh is celebrating the culmination of its 25 years in service in AP. To communicate CII is organized the “CII Silver Jubilee Corporate Cricket Tournament – Airtel cup”. Aimed to celebrate the spirit of competitiveness and team effort. Airtel is collaborating with CII on this unique occasion as the title sponsor for the cup. ? The Airtel cup has been unveiled on 3rd April 2004 by Mr. Surjeet Singh Barnala Governor, AP. ? More than 300 participants attended this session from industry, institutions, policy makers, consultancy houses, government officials and intelligentsia at large. ? Session was deliberated on the CII theme for the year 2004-2005 “Co-operation for Competitiveness”: Racing to the future, building on excellence. ? On October 7, 2003, Airtel, Announced Master Blaster Sachin Tendulkar as the Brand Ambassador. GROUP STRUCTURE [pic] MANAGEMENT STRUCTURE [pic]
The group has been structured to create functional and operational specialization with a linear vision of business lines and functional areas. Chairman and Group Managing Director- Sunil Bharti Mittal are assisted by two Joint Managing Directors- Akhil Gupta and Rajan Bharti Mittal head the Company. President Mobile Services and President Infotel Services; this responsibility includes Fixed-line, Long Distance and Broadband Services. The Presidents report to the Group Chairman and Managing Director. The head of units and SBUs report to the respective business’s President. An apex team of Corporate Directors has been constituted. The corporate directors have supervisory and strategic responsibilities for functional areas across business lines.
The directors oversee functional areas including Business Development, Human Resources, Marketing, Corporate Communication, IT & Technology, Finance, Legal, Corporate Affairs, Corporate Strategy & Planning and Supervisory Director cum Chief Mentor – mobility. The organization structure is designed to ensure that identical businesses are run along similar lines and best resources in any functional field, be tapped to serve the best interests of the entire group. The structures also define the role of the Head of the units who are totally empowered to manage their respective companies and are fully responsible for business operations to build world-class organizations with a high degree of customer focus. [pic]
Uses and features of a Black Berry product from Airtel Blackberry from Airtel is an ‘always connected’ wireless solution providing easy and secure access to your corporate email and data. Uses: It is useful for existing business email address Blackberry from Airtel integrates seamlessly with the company email system (Microsoft Exchange or Lotus Domino) using your existing e-mail and corporate mailbox. Send emails and Receive emails instantly. All the emails read, deleted or moved to a folder will show both the handset device and the desktop. It uses over-the air technology so there’s no need to manually synchronize the message activity. Chapter: 3 SUMMARY SUMMARY
The process of transmitting or receiving information over a distance by any electrical or electromagnetic medium is called telecommunication. Information may take the form of voice, video, or data. Telecommunications is one of the fastest growing service industries in the world. India is one of the fastest growing telecom markets globally. There are many ups and downs in this industry. This is one of the sectors with many hiccups and lot of challenges to face. The motto of any telecom service provider is to make the customers feel happy, because it is customer who receives the service rendered by service provider. Mostly used Wireless Technologies in India are GSM — Global System for Mobile Communication • CDMA – Code Division Multiple Access Airtel comes from Bharti cellular limited. Bharti provides a range of telecom services, which include cellular, basic and Internet. It has recently introduced national long distance services also. Bharti manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to USA. Bharti covers 25 states covering all the 4 metros. It has 15 million customers. Bharti Tele-ventures Ltd. was incorporated on July 7, 1995 for promoting investments in telecommunications services.
It is the first Indian Company to provide comprehensive telecom services overseas. It has both prepaid and postpaid packages-the prepaid service under the brand name “magic” and postpaid connection under the brand name “AIRTEL”. It offers different packages, which give the customers a variety to choose from according to their use. Understanding consumer behavior is the study of how an individual makes decision to spend their available resources (time, money, and effort) on consumption goods. An important part of the marketing process is to understand why a customer or buyer makes a purchase. Without such an understanding, businesses find it hard to respond to the customer’s needs and wants.
The methodology of the project would be of obtaining the data through research instruments with the help of questionnaire and interaction with corporate sector employees that’s primary data. The secondary data would be obtained from websites, journals, and magazines. The main objective of the study is to understand the buying behavior, taste and preference and the satisfaction levels of the customers. There are some limitations in the study, the main limitation is that the task is restricted only to the corporate sector. Chapter: 4 PRODUCT PROFILE [pic] Product profile of AirTel The AirTel has been offering two types of Services: 1) Landline services ) Broad band services 1) Land line services: It is a widely accepted service by the most of the new subscribers. Under land line schemes, it has four plans to opt for. Those are: a) Rs. 499 plan b) Rs. 999 plan c) Rs. 1429 plan d) Rs. 2250 plan 2) Broad band services: It is used by most of the bulk users whose usage is more and is also used by most of the corporate & business people. There are various plans that are offered under Broad band schemes. Those are: 1) Rs. 5oo plan 2) Rs. 999 plan 3) Rs. 2495 plan 4) Rs. 5995 plan 5) Rs. 10,995 plan 6) Rs. 20,995 plan 7) Rs. 4o,995 plan Land line connection AirTel Land line is ready-to-use.
It comes with STD/ISD calling facility (depending upon the plan purchased). Backed by AirTel, the leading telecom operator in India, it gives crystal clear communication across the all cities. Highlights of Land line connection ? Wide Availability ? Instant Connectivity ? Total cost control ? Minimal documentation ? No deposits ? STD/ISD facility ? Remote Messaging Service (SMS) ? Free caller Line Identification (CLIP) ? Call waiting ,call hold, call conference Value Added services 1. Voice Based Services: • Voice mail • Fax service • Call conference • Dial-In service 2. Text Based Services: • Language SMS • Text Message • Information Service • Scheduler • Group Messaging 3.
Call management services: • Call Line Identification(CLI) • Cell Line Identification Restriction(CLIR) • Call Wait • Call Hold • Call Divert • Additional talk value of Rs. 200 • Call three local numbers for free • Call one STD number @ Rs. 1per minute 4. Fax and data services: • Fax Facility • Data Facility 5. Others: • Free activation of STD&ISD • Free roaming Latest Value Added Services to AirTel Subscribers ? Voice mail / Centrex, 24 x 7 customer care ? Information Services ? Roaming on fixed line ? Audio conferencing ? Language SMS ? Call forwarding ? Special phones plus services ? Line hunting Chapter: 5 OBJECTIVES OF THE STUDY [pic] 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. ? To make a profile of landline & broad band users with regard to their occupation, income and other factors. ? To study on customer satisfaction on Airtel and creating awareness in customers towards Airtel features regarding to the land line & broadband services. ? To study the customer satisfaction with regard to the Net work, call center, clarity and the billing system to know the company performance in different departments on customer feedback. ? To know and identify the awareness of the AirTel ? TO know the corporate culture of Airtel. ? To know the exact position of Airtel land line and broad band services in the market ?
To know the exact position of the customers satisfaction level in all levels like land line and broad band connections what they are getting. ? We take the customer suggestions and feed back and to develop the company what the company is lacking . Chapter: 6 Methodology [pic] 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, Chi-Square 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 gain new knowledge. ” RESEARCH DESIGN Research design is the specification of methods and procedures for acquiring the information needed to structure or to solve problems.
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. ” NATURE OF RESEARCH Research is basically of two types: 1. Exploratory Research It seeks to discover new relationships. They are drawn from ideas developed in the previous research studies are drawn from theory. 2. Descriptive Research Descriptive research includes surveys and fact-finding enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs as it exists at present. In social science and business research, we quite often use the term Ex post facto research for description research studies.
The main characteristic of this method is that the researcher has no control over the variables; he can only report what has happened or what is happening. Most ex post facto research projects are used for descriptive studies in which the researcher seeks to measure such items as, for example, frequency of shopping, preferences of people, or similar data. Ex post facto studies also include attempts by researches to discover causes even when they cannot control the variables. The methods of research utilized in descriptive research are survey methods of all kinds, including comparative and correlation methods. Descriptive research design is the one that simply describes something such as demographic characteristics of consumers who use the product.
The descriptive study is typically concerned with determine frequency with which something occurs or how two variables vary together. This study is typically hypothesis. Descriptive research studies are those studies, which are concerned with describing the characteristic of a particular individual, or of a group, it helps executives to choose among the various courses of action. A descriptive study attempts to obtain a complete and accurate description of a situation. The studies Concerning with specific predictions, with narration of facts and characteristics concerning individual, group or situation are all examples of descriptive research studies. Most of the social research comes under this category.
In descriptive as well as in diagnostic studies the research must be able to define clearly, What we want to measure and must find adequate method for measuring it along with a clear cut definition of ‘population’ he wants to study. Since the aim is to obtain complete and accurate information in the said studies, the procedure to be used must be carefully planned. The research design must make enough provision for protection against bias and maximize reliability, with due concern for the economical completion of the research study. 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 some where, 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. ) 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 questionnaires have been dispatched. 5) There is also the possibility of ambiguous replies or omission of replies altogether, to certain questions; interpretation of omissions is difficult. 6) It is difficult to know whether willing respondents are truly representative. 7) This method is likely to be the slowest of all. 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 where by the respondent himself read the questions and records his answer without the assistance of an interviewer. PERIOD OF STUDY The period of study has been from September 2005 to December 2005. STATISTICAL TOOLS Statistical tools are to obtain finding and average information in logical sequence from the data collected.
After tabulation of data, researcher used following Quantative technique. ? Percentage analysis ? Charts ? Chi – square test ? Interval estimation ? Weighted average method PERCENTAGE ANALYSIS Percentage analysis refers to a special kind of ratio. Percentages are used in making comparisons between two or more series of data. Percentage relates the data figure with the base figure studied. Percentage is calculated as follows. = d [pic] 100 n Where d is the number of respondents. Where n is the base or the sample group. CHARTS Bar charts and pie charts are used to get a clear look at the tabulated value. CHI-SQUARE TEST
Chi-square is an important non-parametric test and as such no rigid assumptions are necessary in respect of the type of population. We require only the degree of freedom (implicitly of course the size of the sample) for using this test. As a non-parametric test, chi-square can be used (i) as a test of goodness of fit and (ii) as a test of independence. Conditions for the Application of X2 Tests The following conditions should be satisfied before X2 test can be applied: (1) Observations recorded and used are collected on a random basis. (2) All the items in the sample must be independent. 3) No group should contain very few items, say less than 10.
In case where the frequencies are less than 10, regrouping is done by combining the frequencies of adjoining groups so that the new frequencies become greater then 10. Some statisticians take this number as 5, but 10 is regarded as better by most of the statisticians. 4) The overall number of items must also be reasonably large. It should normally be at least 50, however small the number of groups may be. (5) The constraints must be linear. Constraints which involve linear equations in the cell frequencies of a contingency table (i. e. , equations containing no squares or higher powers of the frequencies) are known as linear constraints. WEIGHTED AVERAGE METHOD
In the case of data involving Rating scale and Ranking, the Weighted Average Ranking method used in this method the net scores for each attributes are calculated and analysis can be done as the basic of the net score in percentage obtained the formula is given. Net Score = Weighted for column [pic] Number of respondents Total Weight Net Score = Net Score in the Row 200 Total Weight INTERVAL ESTIMATION In the statistics research study, estimation is concerned with the methods by which population’s character is estimated from sample information. It is called an estimate. Interval estimation is the range of values used to estimate a population parameter.
The formula is: p + 1. 96 pq n , q = 1 – p p Success value q Failure value n Sample size 96. Table value of 0. 05 97. Sampling Techniques The sampling can be done in the following two ways: I. Probability or Random Sampling II. Non-probability sampling I. Random Sampling: Random Sampling is those which are selected in such a manner that every member of the universe has an equal chance of being selected or included in it and which the probable error that may creep in the studies or results is mathematically known in advance. a) Systematic Sampling – The first unit of sample is selected at random.
Then systematic sampling follows the random. b) Stratified Sampling This kind of sampling is made when certain factors are known. c) Cluster Sampling It is a survey conducted on a group simultaneously. d) Sequential Sampling Under this method the ultimate size of the sample is not fixed in advance. II. Non-probability Sampling: These are made to meet the specific requirement of a special nature. a) Convenient Sampling Information is collected from any convenient group whose views may be relevant to the subject of inquiry. b) Judgment Sampling Here is a selected group to be interviewed in advance on the basis of expert judgment. c) Quota Sampling
Samples are selected on a convenience basis, but maintaining an overall structure of the sample. These samples referred as Quotas. d) Sequential sampling Under this method the ultimate size of the sample is not fixed in advantage Chapter: 7 Limitations [pic] LIMITATIONS We made effort and make this study oriented. There are certain limitations such limitations are due to following reasons. ? The survey was on AITEL customers only. ? The survey was done in some areas of Hyderabad city only. ? The sample size is limited due to the limited period. ? As the respondents are very busy with their work they are unable to give their feed back freely. Analysis is based on the information given by the customers. ? Being Hyderabad a new place getting the addresses of customers became difficult. ? Availability of respondents was poor. ? I was given only some areas like Sp road, Rani gunz, General bazar, Mahankalli street,PG road, MG road, ? Feedback is collected from the customers except the CCB segment. Analysis & Interpretation [pic] STAGE 1 SEGMENT [pic] |COMMERCIAL |RESIDENTIAL |CCB |SME |STD/PCO | |3. 58% |25% |35. 72% |33. 92% |1. 78% | NETWORK PERFORMANCE [pic] TOP-2 |BOTTOM-2 | |83. 92% |16. 08% | CONNECTIVITY [pic] |TOP-2 |BOTTOM-2 | |78. 58% |21. 42% | SPEED [pic] |TOP-2 |BOTTOM-2 | |76. 8% |23. 52% | FAULT RATE [pic] |FREQUENTLY |RARELY |NOT AT ALL |NOT SO FREQUENTLY | |17. 85% |33. 92% |44. 65% |3. 58% | | | | | | REPAIR SERVICE [pic] |TOP-2 |BOTTOM-2 | |78. 7% |21. 43% | ARPU [pic] |500-1000 |100-1500 |ABOVE 1500 |BELOW1500 | |19. 64% |17. 85% |60. 73% |1. 78% | BILL UNDERSTANDING [pic] |YES |NO | |67. 85% |32. 15% | BILLING PROBLEM [pic] YES |NO | |30. 36% |69. 64% | VAS AWARNESS [pic] |YES |NO | |34. 14% |65. 86% | VAS FEATURES [pic] |TOP-2 |BOTTOM-2 | |54. 4% |45. 46% | AIRTEL BRAND [pic] |YES |NO | |74. 54% |25. 46% | SALES EXPERIENCE [pic] |TOP-2 |BOTTOM-2 | |96. 42% |3. 58% |
TECHNICAL EXPERIENCE [pic] |TOP-2 |BOTTOM-2 | |85. 72% |14. 28% | CALL CENTRE [pic] |TOP-2 |BOTTOM-2 | |62. 50% |37. 50% | COMMITMENT [pic] |0-3MONTHS |3-6MONTHS |6-12MONTHS 12-24MONTHS |ABOVE 2YEARS | |10. 72% |1. 78% |5. 35% |19. 65% |62. 50% | Segment covered under stage-2 survey SEGMENT [pic] |COMMERCIAL |RESIDENTIAL |SME |STD/PCO | |30. 26% |38. 15% |25% |6. 60% | speed 1. Are you satisfied with the speed what you are getting? Highly SatisfiedSatisfied Not Satisfied Highly Dissatisfied [pic] Top2 |Bottom2 | |75% |25% | USAGE PROBLEM 2. Are you facing any problem with the usage of Internet? YesNo [pic] |YES |NO | |38. 46% |61. 54 | FREQUENCY 3. How frequently are you facing the problems with Internet? Once in a month2 – 3 times in a week Once in a week 2 –3 times in a month [pic] 2-3 TIMES INA MONTH |2-3 TIMES IN A WEEK |ONCE IN A MONTH |ONCE IN A WEEK | |20% |40% |33. 33% |6. 67% | NETWORK PERFORMANCE 4. How is your experience with our Network Performance (Traffic Congestion, Call Clarity, VAS Features etc)? Highly SatisfiedSatisfied Not Satisfied Highly Dissatisfied [pic] |TOP-2 |BOTTOM-2 | |90. 78% |9. 22% | SALES EXPERIENCE 5. Did our Sales team explain about the features of our Product? YesNo [pic] |NO | |YES | | |77. 63% |22. 37% | TECHNICAL EXPERIENCE 6. Did our Technical team explain about the features of our Product? YesNo [pic] |YES |NO | |72. 36% |27. 64% | QUALITY OF INSTALLATION 7. Do you like the Quality of our Installation? YesNo [pic] YES |NO | |92. 10% |7. 90% | REPAIR SERVICE 8. How is our repair service? Highly SatisfiedSatisfied Not SatisfiedHighly Dissatisfied |TOP-2 |BOTTOM-2 | |84. 22% |15. 78% | UNDERSTANDING BILL 9. Are you able to understand our Bill? YesNo [pic] YES |NO | |90. 78% |9. 22% | PROBLEM WITH BILLING 10. Are you facing any problems with Billing? YesNo [pic] |YES |NO | |25% |75% | BRC 11. Are you billing issues resolved on time? YesNo [pic] YES |NO | |77. 64% |22. 36% | IMPROVEMENT AREAS 12. If there is one thing that we have to improve immediately please specify which one from the following? Network Speed Customer Service Billing [pic] |BILLING |CUSTOMER SERVICE |NETWORK |SPEED | |15. 78% |35. 52% |25% |23. 70% | Chapter: 9 Findings [pic] We came to know that AirTel has a loyal customer base because its services. • Some people are not satisfied with few problems like language problem with customer care center, unawareness of plans & schemes and VAS features. • Though the rates are higher by comparing with other players people are loyal to AirTel because of its connectivity. • Mostly the respondents are male subscribers. • A major portion of users belongs to the age group of 20-40 years. • The respondents whose income range lies between Rs. 5000/- to Rs. 10000/- found to be more interested to go for AIRTEL service. • Businessmen and students occupy major portion of the respondents. Major portions of the respondents are going for the AIRTEL service to avail the benefits of features, better communication, and prestige. • Most of the respondents are the subscribers of AirTel for a period of 6months to one year. • Major portions of the respondents are aware of Airtel through word of mouth. • Major portions of the customers are using 499 plans. • Most of the respondents are not satisfied with the customer care Chapter: 10 Suggestions & Recommendations [pic] The survey conducted gives information that customers are not only looking forward for good service but also it is now the time that they are in need to change service and fast moving equipment hand-in hand with in the market.
It is a saying that “Customer is only the God and the only Creator” as he is the only person who decides the future market trends. Hence through the survey some of the recommendations are to be considered: The billing of the telephones has been a huge hindrance for the customers as they are facing a problem of wrong billing and late recovery. So this should be undertaken as a course of action to help the company earn a reputation as being customer friendly since the customer is the first to be thought about. A major recommendation is a time-to-time customer care, which leads to customer retention and an overall customer relationship management.
Compared to many other things according to the customers the telephone charges are high. Accordingly the company authorities should take immediate action on the issue. The customer’s feel that there should be a device where in the customers can directly reach the persons in charge of any incident takes place in the connection. So that a few numbers that can be available only for this purpose may serve the benefit. As there is saying that “Service is a real happiness of a customer”. In this service the major suggestion is executives need H. R (Human Resources) classes. How to respond with the customers, how to give service after take our connection.
In this it should educate the customers, to know what are the offering packages what it gives value-added services. AirTel has to concentrate on what the problems are faced by the customers. Who took connections of AirTel? ? Even educated people are not aware of VAS features. ? Most of the people are not aware of billing format. ? Even the sales and technical people are unable to explain the VAS features and billing format. ? And mostly they are facing problems with call centre operators according language problems. CONCLUSION In the telecom industry, day-today usage of the phone service has become widely spread and in every corner, the application is more.
It was found from the study conducted, that the most of the respondents prefer the airtel services be