CHAPTER 1

INTRODUCTION

The Mobile phones can be traced back to devices that are unrecognizable in today's GSM
dominated world.
Mobile rigs were the beginning
What was possibly the first real mobile phone, in the sense that it was connected to the telephone
network, was tested by the Swedish police in 1946 for use in police cruisers. A half dozen calls
could be made before the police car's battery ran out. Radiophones began to be publicly
available in the US at the end of the 1940s[1], though the distinction between such phones and a
two-way radio becomes blurry since special systems are required to "patch" into the phone
network with the assistance of human operators.
In December 1947, D. H. Ring, a Bell Labs engineer, proposed hexagonal cells for mobile
phones.[1] Phil Porter, also of Bell Labs, proposed that the cell towers be at the corners of the
hexagons rather than the centers and have directional antennas that would transmit/receive in 3
directions (see picture at left).
Recognizable mobile phones with direct dialing have existed at least since the 1950s. In the 1954
movie Sabrina, the playboy Linus Larrabee (played by Humphrey Bogart) makes a call from the
phone in the back of his limousine.
The first fully automatic mobile phone system, called MTA (Mobile Telephone system A), was
developed by Ericsson and commercially released in Sweden in 1956. This was the first system
that didn't require any kind of manual control, but had the disadvantage of a phone weight of 40
kg. MTB, an upgraded version with transistors (weighing "only" 9 kg), was introduced in 1965
and used dual-tone multifrequency signaling. It had 150 customers in the beginning and 600
when it shut down in 1983.
For a discussion of the history of the Mobile Radio Service (MRS), and Improved Mobile Radio
Service (IMRS) prior to the cellular mobile telephone AMPS in the US, see [2] Because of the

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long waiting time to be issued an MRS or IMRS radio telephone in the 1960's and 1970's,
"autopatch" telephone conversations became popular among amateur radio operators with the
advent of FM repeaters. Because of Federal Communications Commission rules concerning the
Amateur Radio Service, business conversations were prohibited from such calls.
One of the first truly successful public commercial mobile phone networks was the ARP network
in Finland, launched in 1971. Posthumously, ARP is sometimes viewed as a zeroth generation
(0G) cellular network, being slightly above previous proprietary and limited coverage networks.

First Generation Cellular

The first hand held mobile phone to become commercially available was the Motorola DynaTAC
8000X, which received approval in 1983. Mobile phones began to proliferate through the 1980s
with the introduction of "cellular" phones based on cellular networks with multiple base stations
located relatively close to each other, and protocols for the automated "handover" between two
cells when a phone moved from one cell to the other. At this time analog transmission was in use
in all systems. Mobile phones were somewhat larger than current ones, and at first, all were
designed for permanent installation in cars (hence the term car phone). In Switzerland, the name
for the big car-based phone models was "Nationales Autotelefon", and the abbreviation of it
("Natel") persists as the common designation for mobile phones. Soon, some of these bulky units
were converted for use as "transportable" phones the size of a briefcase. . Motorola introduced
the first truly portable, hand held phone. These systems (NMT, AMPS, TACS, RTMI, C-Netz,
and Radiocom 2000) later became known as first generation (1G) mobile phones.
In September 1981 the first cell phone network with automatic roaming was started in Saudi
Arabia; it was an NMT system manufactured by Svenska Radio Aktiebolaget (SRA). One month
later the Nordic countries started an NMT network with automatic roaming between countries.

Second Generation Cellular

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In the 1990s, second generation (2G) mobile phone systems such as GSM, IS-136 ("TDMA"),
iDEN and IS-95 ("CDMA") began to be introduced. The first digital cellular phone call was
made in the United States in 1990, in 1991 the first GSM network opened in Europe. 2G phone
systems were characterized by digital circuit switched transmission and the introduction of
advanced and fast phone to network signaling. In general the frequencies used by 2G systems in
Europe were higher though with some overlap, for example the 900 MHz frequency range was
used for both 1G and 2G systems in Europe and so such 1G systems were rapidly closed down to
make space for 2G systems. In America the IS-54 standard was deployed in the same band as
AMPS and displaced some of the existing analog channels.

Coinciding with the introduction of 2G systems was a trend away from the larger "brick" phones
toward tiny 100200g hand-held devices, which soon became the norm. This change was
possible through technological improvements such as more advanced batteries and more energyefficient electronics, but also was largely related to the higher density of cellular sites caused by
increasing usage levels

Third Generation Cellular

Not long after the introduction of 2G networks, projects began to develop 3G systems. Inevitably
there were many different standards with different contenders pushing their own
technologies. Quite differently from 2G systems, however, the meaning of 3G has been
standardized in the IMT-2000 standardization processing. This process did not standardize on a
technology, but rather on a set of requirements (2 Mbit/s maximum data rate indoors, 384 kbit/s
outdoors, for example). At that point, the vision of a single unified worldwide standard broke
down and several different standards have been introduced.
During the development of 3G systems, 2.5G systems such as CDMA2000 1x and GPRS were
developed as extensions to existing 2G networks. These provide some of the features of 3G
without fulfilling the promised high data rates or full range of multimedia services. For example,
CDMA2000-1X delivers theoretical maximum data speeds of up to 307 kbit/s. Just beyond these

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is the EDGE system which in theory covers the requirements for a 3G system, but is so narrowly
above these that any practical system would be sure to fall short.
At the beginning of the 21st century, 3G mobile phone systems such as UMTS and CDMA2000
1xEV-DO have now begun to be publicly available. The final success of these systems is still to
be determined.
Live streaming of radio and television [4] to 3G handsets is one future direction for the industry,
with companies from RealPlayer [5] and Disney [6] recently announcing services.

AIMS Institutes, Bangalore

CHAPTER-2
COMPANY OVERVIEW
The Aircel group is a joint venture between Maxis Communications Berhad of Malaysia and
Sindya Securities & Investments Private Limited, whose current shareholders are the Reddy
family of Apollo Hospitals Group of India, with Maxis Communications holding a majority
stake of 74%. Aircel commenced operations in 1999 and is today the leading mobile operator in
Tamil Nadu, Assam, North-East and Chennai.
In October 2010, Aircel completed its Pan India footprint, presence in all 23 telecom circles,
with the launch of GSM mobile services in Rajasthan. After winning the 3G and BWA spectrum,
required for high speed data and multimedia services, in 13 and 8 circles respectively, Aircel
became the largest operator in India with spectrum secured for next generation wireless
technologies.
Aircel democratized internet on mobile with innovative services like Aircel Pocket Internet and
Aircel Pocket Apps and quickly established itself as a market leader. With over 58 million happy
customers as on July, 2011, Aircel is the fastest growing mobile operator in the country.
Aircel has also been recognized for its consistent and reliable efforts. Voice and Data gave Aircel
the highest rating for overall customer satisfaction and network quality in 2006 and Aircel
received the same award by IDC in 2007. Aircel emerged as the top mid-size utility company in
Businessworld's 'List of Best Mid-Size Companies' in 2007. Further, Tele.net recognised Aircel
as the best regional operator in 2008. In 2009, CMAI INFOCOM honoured Aircel for
excellence in marketing of new telecom service.

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ABOUT AIRCEL BUSINESS SOLUTION

Aircel Business Solutions (ABS) (the Business Unit of Dishnet Wireless Limited) is the
enterprise division of Aircel, which addresses the telecom requirements of International and
Indian markets with an array of industry-leading products and services. As an integrated telecom
service provider, ABS leverages its rich pedigree of best-in-class solutions, partnerships and
domain expertise to address service providers, enterprises, PSUs, and consumers. Its range of
services includes networking, data centers, managed services, collaboration services, SaaS
(Software-as-a-Service) and mobility solutions.
ABS is the pioneer of data connectivity solutions and it has demonstrated the same by being the
first operator in India to launch WiMAX technology. ABS is also a registered member of
WiMAX forum both in the Indian and International Chapters.
With a pan India rollout of over dual core optical fiber backbone, over 400 IP MPLS POPs and
leveraging integrated wireline and wireless data solutions, ABS is ideally suited to provide high
speed, secure, and reliable managed networking solutions across India.
The carrier to carrier business is served by Aircel wholesale and carrier Business team, the
enterprise team addresses the B2B segment from all industry verticals (Telecom, IT, Banking,
Retail and Manufacturing). The SME team caters to the telecom requirements of Small and
Medium Enterprise

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PRODUCTS AND SERVICES

1.Internet Access Services
Aircel offers a suite of world-class Internet Services to enterprises strongly backed by highly
redundant, carrier grade mesh network. ILL services are offered over various last mile options
viz. Wi-MAX, Fiber and P2P radio to ensure cost effective solutions meeting your expectations
of high uptimes and redundancies in network connectivity with minimum latencies. ABS further
ensures high speed interconnected backbones with round the clock proactive monitoring through
centralized NOC.
SERVICES:
Aircel offers cutting edge connectivity services powered by our State of the Art & extensively
Robust Multi Carrier Meshed Backbone. Our customers get the Fastest & Shortest Data Transit
Paths around the world, with our Domestic and International IP Transit on Trans-atlantic&
Trans-pacific Network
ABS offers following flavors of Internet Services:
Dedicated Internet Services: Platinum 1:1
Our Flagship Product ensures customers enjoy dedicated and symmetric Internet connectivity
on Dedicated Access Mediums & Bandwidths.
Shared Internet Services: Gold 1:2 and Silver 1:4
Gold & Silver Shared Internet bandwidth is specially designed for SMBs to offer cost effective
solution on Shared Access Mediums without compromising performance.
IDC Internet
Tailor made bandwidth solution crafted to cater the customers needing asymmetric bandwidths
delivering 100% Upload and 25% download of the subscribed poor

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2 National Private Leased Circuit (NPLC)

Aircel NPLC service is a domestic, point-to-point private leased circuit over National Long
Distance (NLD) infrastructure. NPLCs offer easily available, reliable and secure connectivity to
enterprises with large communication requirements. These circuits are delivered to customers on
Aircels seamless NLD network having Pan India coverage. The data rides on Aircels point-topoint dedicated NPLC links, deployed using state-of-art Dense Wavelength Division
Multiplexing (DWDM) technology. The product offers highly secured and robust medium of
carrying critical, time-sensitive content across geographically spread locations.
SERVICES:
Aircels NLD Backbone spans across 36 cities, with a capacity of 320 STM1s on 7 DWDM and
12 SDH rings. It offers STM 64 bandwidth capacity on each DWDM ring spanning 14,000 Kms
and the SDH network consists of 12 rings across nation spanning 9,000 Kms covering major
cities across India.
3. International Private Leased Circuit (IPLC)
Aircel IPLC Services meet your international connectivity requirements of a secure and
redundant network infrastructure. With our robust global backbone network and partnerships
with Tier 1 international carriers, Aircel assures high quality, cost effective, end-to-end service
across both Trans-Pacific and Trans-Atlantic routes.
The service enables you to connect your facilities across US, UK, continental Europe and Asia
using fast and reliable leased-line connections. It is a dedicated digital point-to-point link
providing you with voice, data and video communication for your business locations worldwide.
This end-to-end service is provided with a single point of contact for ordering, provisioning,
maintenance and billing of all your IPLC links spread across multiple time zones. Further,
service provisioning and service availability levels are guaranteed as part of the service offering.
The service uses contracted capacities on ABS / Partner owned global transmission backbone,
made up of terrestrial and submarine networks, to provide your circuits with dedicated, constant
bandwidth availability.

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SERVICES:

Global transmission backbone network with multiple routing options

Flexibility to build or extend customer owned network by ordering individual

components such as backhaul facilities

Single supplier relationship wherever possible even if third-party circuits are needed to
connect your equipments to the network, ABS manages them along with the coverage via
a service schedule

Reliability both the core network and the access circuits are highly reliable, with selfhealing SDH networks and redundancies, enabling very high network availability

Extensive expertise in planning international networks geared to specific customer

requirements

Service Quality backed by industry leading Service Level commitments.

Complete flexibility in choice of currency for payments.

Global MPLS Virtual Private Network (Global MPLS VPN)

Aircel Business Solutions MPLS VPN service offers Triple play services for organizations
seeking a flexible, scalable and a high performance, private VPN network. Built on carrier-grade
platforms, the service offers foolproof security, superior traffic delivery, ease of manageability
and high availability.
Aircel extends MPLS VPN to domestic and International markets providing coverage with 400+
PoPs across India and reach to more than 190 locations worldwide. Built on MPLS technology,
complemented with our wireline& wireless access solutions, the product securely integrates your
facilities, remote employees, suppliers and partners, thereby, enabling a hybrid VPN service for
your business.
The service offers your organization comprehensive control over its private data network spread
across multiple geographies around the globe. With One touch point, One invoice, One

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customer portal approach to manage all your facilities, our solution ensures that your business
runs securely at ease, 24x7.
Aircel is uniquely positioned as a flexible service provider that delivers secure, reliable, flexible
solutions that meet your growing demand for worldwide network services.
With Aircel Global MPLS VPN service, your enterprise can reap the benefits of a high
performance core to deploy multiple business critical applications within no time and with
minimal impact on business.
SERVICES:
We continuously bring best-in-class services. Flexibility to choose from both managed and
unmanaged options Aircel Business Solutions offers tailor-made solution to meet and fit your
requirements offering a complete suite of managed services including access, equipment
procurement and configuration, activation, installation, monitoring, maintenance, and
consolidated billing.
Aircel MPLS VPN service supports all flavors mentioned below:

Layer3 MPLS VPN

Offers Triple play services for organizations looking for a high performance and
prioritized application treatment over private VPN network

Layer2 MPLS VPN

Offered along with traditional offerings such as ATM, Frame Relay, and serial/ Point-toPoint Protocol (PPP) services, Aircel delivers this service on its core MPLS backbone,
thereby keeping the investments made by an enterprise intact.

IP Multicast VPN Service

Using this, the transmission of applications such as business conferencing, distance
learning, corporate communications and information distribution becomes easier and
more efficient.

Hybrid MPLS VPN

Using Hybrid MPLS VPN, Aircel integrates sites with DSL/Broadband connection
leveraging IPSec technology and providing extensive global reach, to connect your
remote employees/SoHo offices.

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10

ORGANISATIONAL STRUCTURE

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11

AWARDS AND MILESTONE

Since its inception, Aircel has strived to provide the best of features and services to its
customers. It is this passion and enthusiasm that has helped us grow leaps and bounds from what
started as operations in Tamil Nadu in 1999, to a pan-India presence across 18 circles today.
Aircel has also been recognized for its consistent and reliable efforts, receiving the highest rating
for overall customer satisfaction and network quality by Voice and Data in 2006, an accolade
given to only a select few. We succeeded in keeping our promises to our customers as we were
recognized recognized for the same award by IDC in 2007.
Aircel emerged as the top mid-size utility company in Businessworld's 'List of Best Mid-Size
Companies' in 2007. Additionally, we have also been recognized as the best regional operator by
the Tele.net Publication in 2007 and have been honored by CMAI INFOCOM for excellence in
marketing of new telecom service in 2009.
Thanks to our loyal customers, we have been rated as one of the most admired mobile service
brand in a pan-India survey conducted in Sep'09. Aircel today has reached a subscriber base of
46 million plus and is still going strong. Rest assured Aircel's commitment to providing you with
the best of services and features will be an ongoing endeavour.
2006: No.1 in overall mobile satisfaction for voice and data
2007: No.1 in overall mobile satisfaction for IDC, Best regional operator award
2008: 3rd most admired mobile service brand in PAN India Survey, Excellence in marketing of
new telecom services by CMAI INFOCOM.
2009: Finalist for the prestigious 2010 global mobile awards, employer branding awards by
world HRD congress

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CORPORATES SOCIAL RESPONSIBILITY

At Aircel, we continually pursue healthy corporate citizenship. Our aim is not to merely
discharge social responsibility, but conduct business in a manner which reinstates respect for
people, communities and the environment.
We emphasize on an inclusive work culture to appreciate differences and believe engagement
with our employees is quintessential for an effective CSR plan. We share adequate information
on the organizations vision and CSR initiatives, because it promises healthy operations and
subsequently adds to the overall quality of life. This motivates the employees and their family
members to contribute to society.
Aircel maintains integrity and respect in its interactions with its stakeholders, customers,
retailers, investors, NGO partners and the government. We are careful in not partnering with any
PR / communication that induces distrust in the sincerity of our efforts. Our stringent belief in
delighting customers with good products and services helps build a strong relationship.
Aircel is always proactive in supporting NGOs and NPOs. We extend all possible assistance to
their projects for a minimum of 3 to 5 years and thereafter support new projects. Besides, we aim
at continual involvement with our business partners and the government for economic and social
development of the underprivileged.
Aircel engages external audit agencies to guarantee authenticity, and maintains and monitors an
external profile of the CSR activities which are shared with the stakeholders in the annual
reports and websites.
We incorporate the CSR policies in our core business to ensure ethical business practices in all
the functions to harness a healthy society.

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13

THE COMPETITORS OF AIRCEL

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.

Airtel
BSNL
Docomo
Vodafone
Idea
Uninor
Tata indicom
Aircel
MTNL
MTS
Virgin
S Tel

THE CUSTOMERS OF AIRCEL

Google
C-Dot Alcatel
Doha Bank
Concorde
GE
NDTV

Vodafone
TATA Communication
Nokia Siemens Networks
Axis Bank
Sun TV
IIFL

SWOT ANALYSIS
Strength

Commission Structure

Fast Activation Process

Connectivity

Data GPRS

Brand image

Distribution network
Weakness

Limited product portfolio- Only Mobile

Network

Lack of Competitive Strength

Limited Budget
Opportunity

Specialist Application

Rural Telephony

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14

New Market, Vertical, Horizontal

Competitors` Vulnerabilities

Threat

Political destabilization.

New Entrants

IT Development

Market Demand

CHAPTER-3
RESEARCH DESIGN
STATEMENT OF THE PROBLEM
The objective of every company would be customer satisfaction, for the customer satisfaction
would create loyal customers. Measuring customer satisfaction is always a challenge, as
customer either would not disclose or sometimes do not asses their satisfaction level clearly.
Many times the customer can not specify the reason for his satisfaction.
LITERATURE REVIEW
The internet industry has developed immensely in the past 10 years. Several types of postpaid
services connections are now readily available in our industry. We have to admit that almost all
businesses now find it difficult to survive without an efficient, stable and good quality postpaid
services connection. Several companies now completely rely on their postpaid service. They are
always on the lookout for a service that can offer them with a constant access to internet. The
web industry has always been on an expansion mode and this is where postpaid service has
originated from. The benefits of using these services over any other internet connection are that
this is entirely dedicated to a single user. This means a user does not have to share bandwidth
with any other users. It also makes the data secure as no other user will have any access to it.
Postpaid services is known as a high-speed connection that is always active and offers its user

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15

with an even and incessant services. Postpaid services are very highly regarded by organizations
mainly for their cost-effectiveness and consistency. It is mainly used by organizations that need
enhanced security while transmitting the data. The biggest benefits of this dedicated line is that it
ensures that its user can keep their data intact, unlike in a normal connections where there is a
constant threat of losing communication capabilities. Another advantage of an postpaid services
is that it can also provide Internet Telephony or more popularly known as voice over postpaid
services. This technology allows users to make voice and video calls through the Internet. This
service has gained popularity mainly due to the reason that it is very well-organized and helps a
business in reducing its overhead costs.

SCOPE OF THE STUDY: We have chosen the Bangalore city , as an area for our survey , Bangalore is a place where we
. can find people of all walks of life.
The scope of the study is restricted to the study of customer satisfaction towards Aircel ..
..Cellular in the Bangalore city only. Study covers survey of consumer in different areas of the
..city only.
LIMITATION OF THE STUDY
Since the study is an academic effort, it has its own limitations of cost time & geographic are.
The sample size is limited to 50 users, hence, the result of the study cannot be taken as
universal.
Since the respondents had to fill the questionnaire while busy their hectic schedule, many
people were reluctant to answer.
The study was conducted only in Bangalore city & therefore, several other potential samples
outside the city were neglected.
The sample size is only about 50 customers who are considered for this study.
Some were reluctant to answer some questions like details since they were busy.
OBJECTIVES OF THE STUDY:

To study the factors that influence customers while choosing a connection

To know the users attitude towards Aircel cellular.
To study the services offered by the Aircel cellular.
To understand the overall satisfaction of the customers towards Aircel

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16

SOURCES OF DATA:
The data will be collected from two sources:
1.
2.

Primary data
Secondary data

PRIMARY DATA:

Personal/Telephonic Interview
Questionnaire

SECONDARY DATA:

Websites
Databases
Company Records
Newspapers
Periodicals

3.5: METHODOLOGY:
The value of any systematic and scientific research lies in its methodology giving a clear idea of
the forms of study and procedure adopted in conducting it and stating becomes the essential part
of every study.
SAMPLE SIZE:
50 respondents were selected on convenient basis.

ANALYSIS INVOLVES THE FOLLOWING STEPS:

1. Editing and checking the filled up questionnaire
2. Preparation of collateral.
3. Tabulation of data and preparation of tables.
4. Analysis of interpretation.

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17

TOOLS FOR DATA COLLECTION:

A structured questionnaire was designed with close ended questions covering the required areas.
PLAN OF ANALYSIS:
The arranged data was analysed with the help of appropriate statistical tools such as ratios and
percentages. The analysed data is presented in the form of tables, charts, graphs and many more.
From the derived table and graph/chart, interpretations and inferences are drawn. At the end of
the study an attempt is made to approve the existing recruiting and selection process and the
strategies.

CHAPTER-4
ANALYSIS OF DATA
1 Table showing number of respondents having cell phones
Cell Phones

No. of

Percentage

Respondents
Yes

50

100 %

No

TOTAL

50

100 %

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18

60
50
40
No. of Respondents

30

Percentage
4

20
10
0
Yes

No

Total

The above table showing the no of respondents having cell phones in which 100% all the
respondents are having cell phones.
2.Table showing the sim name of the respondents are having?

Name

No. of

Percentage

Respondents
Aircel Cellular

40

80 %

Airtel

8%

BSNL

8%

Vodafone

4%

Total

50

100 %

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19

45
40
35
30
25

4
Percentage

20

No. of Respondents

15
10
5
0
Aircel

Airtel

BSNL

Vodafone

The above table showing the sim name of the respondents are having in which 80% of the
respondents are having Aircel cellular, 8% of them are having Airtel, 8% of them are having
BSNL, 4% of them are having Vodafone.

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20

Type

No. of

Percentage

Respondents
Prepaid

40

75 %

Postpaid

10

25 %

Total

50

100 %

3.Table showing the type of Aircel connection the respondents are having

50
45
40
35
30
25

Percentage

20

No. of Respondents

15
10
5
0
Prepaid

Postpaid

Total

The above table shows that the type Aircel connections the respondents are in which 75% of
customers are using prepaid connection and 25% are using postpaid connection

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21

4.Table showing since how long the respondents are using Aircel cellular

Time

No. of

Percentage

Respondents
Since 6 months

34

60 %

Since 1 year

20 %

Since 2 years

15 %

Above 2 years

5%

Total

50

100 %

30
25
20
15
10

Percentage
No. of Respondents

5
0

The above table shows that since the 60% Aircel customers are using more than 6 months
and 20% are using since 1 year , 15% are using since 2 years and 5% are using above 2 years
5. Table showing the purpose for which the respondents are using Aircel cellular

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22

Purpose

No. of

Percentage

Respondents
Official

15 %

Business

24

35 %

Personal

14

35 %

Other

15 %

Total

50

100 %

20
18
16
14
12
10

Percentage

No. of Respondents

6
4
2
0
Official

Business

Personal

Other

The above table shows that the purpose for which the respondents are using the Aircel
cellular in which 15% are using for official purpose , 35% are using for business purpose, 35%
are using for personal purpose and 15% are using for other purpose
6 .Table showing the feel towards the Aircel cellular

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23

Factors

No. of

Percentage

Respondents
Good

10

25 %

Best

30

50 %

Better

10

25 %

Poor

0%

Total

50

100 %

25

20

15
Percentage
10

No. of Respondents

0
Good

Best

Better

Poor

The above table shows that the customer fell towards Aircel cellular services in which 25%
feel good , 50% feel best and 25% fell better

7. Table showing the feel towards Aircel cellular offer

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24

Offers

No. of

Percentage

Respondents
Expensive

0%

Reasonable

30

50 %

Cheap

10

25 %

Other

10

25 %

Total

50

100 %

25

20

15
Percentage
10

No. of Respondents

0
Expensive

Reasonable

Cheap

Other

The above table shows that the feel towards Aircel cellular offers in which 50% customer
says that it is as reasonable, 25% cheap and 25% other

8.Table showing whether the respondents are aware of the new tariffs of Aircel cellular

Awareness

AIMS Institutes, Bangalore

No. of

Percentage

25

Respondents
Yes

50

100 %

No

0%

Total

50

100 %

50
45
40
35
30
25

Percentage

20

No. of Respondents

15
10
5
0
Yes

No

Total

The above table showing whether the respondents are aware of the new tariffs of Aircel
cellular in which 100% of the respondents are aware of the new tariffs of Aircel cellular

9. Table showing how is the customer care service of Aircel cellular

Service

No. of

Percentage

Respondents

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26

Very Helpful

10

25 %

Helpful

34

60 %

Not Helpful

15 %

Total

50

100 %

50
45
40
35
30
25

Percentage

20

No. of Respondents

15
10
5
0
Very Helpful

Helpful

Not Helpful

Total

The above table showing how is the customer care services of the Aircel cellular in which 25%
of them say it as helpful , 60% of them say it is as helpful , 15% of them say it as helpful

10. Table showing the reason for opting other brand

Opting

No. of

Percentage

Respondents
The Brand Name

AIMS Institutes, Bangalore

25

50 %

27

Services

10

20 %

Cheap rates choosing

10

20 %

No particular reason

10 %

Total

50

100 %

7
6
5
4
3
2

Percentage

No. of Respondents

The above table showing the reason for opting other brand in which 50% of them for brand
name, 20% of them for service, 20% for cheap rates, 10% for no particular reason

11. Table showing how is the feel towards services of Aircel cellular by non users

Feel

No. of

Percentage

Respondents
Good

50 %

Excellent

30 %

Better

25 %

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Poor

0%

Total

10

100 %

7
6
5
4
Percentage

No. of Respondents

2
1
0
Good

Excellent

Better

Poor

The above table showing how is the feel towards services of Aircel cellular by nonusers in which
50%of them say it is as Good, 30% of them say it as Excellent, 20% of them say it as Better
12. Table showing whether the nonusers of Aircel cellular like to shift to Aircel cellular

Shift

No. of

Percentage

Respondents
Yes

30

60 %

No

20

40 %

Total

50

100 %

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16
14
12
10
8

Percentage
No. of Respondents

6
4
2
0
Yes

No

Total

The above table showing whether the nonusers of Aircel cellular like to shift Aircel cellular in
which 60% of them say yes, 40% of them say no

CHAPTER-5
FINDINGS AND SUGGESTION
FINDINGS

60% of non Aircel users are willing to move to Aircel.

50% of Aircel users feel the services provided Aircel are good.
60% of the Aircel customer feel a customer care services is helpful
All the Aircel customers are aware of new tariffs
50% of Aircel customers offers are reasonable
50% of customers feel that Aircel services are good

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SUGGESTIONS
When the respondents have been contacted to get their suggestions for improvements, there
were mixed reaction.
Some of them gave their genuine suggestions are taken into consideration & the summery is
given below,

Service:

Even though Aircel cellular is one of the market leader all round cord is needed to compete with
rivals & improves the suggestion given towards service are.
1.
To improve the quality of service.
2.
To avail the free SMS offer
3.
To introduce the family & friends offer
4.
To expand its coverage area
Most of the respondents have evoked positive response to the Aircel cellular service.

Place:
The Aircel cellular offices should be undertaken across city to make it available easily
with the length of desire & to make marketing viable. However a limit on the number of Aircel
cellular outlets should maintained with not more than three in this city.

Promotion:
Lack of awareness has been the major drawback to words sales promotion, the company should
undertake the awareness campaign to promote Aircel cellular more widely.
Price:
Regarding price the suggestion are given as expensive so the company should take this comment
as suggestion and has take into consideration

Distribution:
Though the Aircel cellular have market share in India it has to take valuable measures to

improve its distribution.

Aircel has to strengthen its channels of Distribution in order to ensure better and easy
availability

of the Aircel cellular currency in Bangalore city. The distribution should be done

accordance to the demand of the Aircel cellular the market. The supply should never be less than
demand.

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CHAPTER-6
CONCLUSION
CONCLUSION
Consumer orientations of marketing are because immensely necessary for creating &
maintaining brand image in the mind of the people.
Manufacturer have to act upon production, pricing, promotion & distribution to
consumer preference regular market research will help in creating the consumer preference and
it has to act according in the field of production & distribution
As 70% of the respondents are in favor of Aircel cellular services it has been enough
proof to show that Aircel cellular connections back rank of high quality service reasonable
offerings wide reception.
From the above conclusion which are based on facts, finding campaigns are taken by
the company is a step in write direction for the mission of the company.

BIBLIOGRAPHY
Philip Kotler : Principles of Marketing
Journals and Magazines

Indian Express

The Times of India

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Readers Digest

www.Aircel.com
www.google.com
www.wikipedia.org
www.altavista.com
www.answers.com

ANNEXURES

QUESTIONNAIRE
Dear respondent,
I Sumanth.M.P, the student of final year MBA in AIMS Institute, Bangalore as a part of
my curricular, I have under taken a project work

entitled

STUDY AND ANALYSIS

CUSTOMER SATISFICATION TOWARDS AIRCEL SERVICES under the guidance of

Kalpana Jayakrishnans Assistant Professor . I request you to kindly spare some time in
responding to questions below.
Thanking you
I shall be very great full to you. If you could spare a couple of minutes to answer these
questions.

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PARTA
1.

Name :

2.

Address

. Ph:

3. Gender

:
[ ] Male

4.

Age

[ ] Female

a. Below 20years [ ]

b. 20 - 35 years [ ]

c. 35-50 years [ ]

d. 50 & above [ ]

5. Education :
a. Below SSLC [ ]

b. Pre graduation

c. Graduation [ ]
d. Post graduation
e. Others (p.s) ..

6. Occupation :
a. Salaried [ ]

b. Proprietor [ ]

c. Professional [ ]

d. Student [ ]

e. Others (p.s) ..
7. Annual income

a. Less than 20.000[ ]

c. 50000-75000 [ ]

AIMS Institutes, Bangalore

b. 20000-50000 [ ]
d. 75000 & above [ ]

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8. Do you use cell phone?

a. Yes [ ]

b. No [ ]

9. If yes, which sim you are using?

a. Aircel [ ]

b. Airtel [ ]

c. BSNL [ ]

d. Vodafone [ ]

e. Others (p.s) ..
(If Aircel go to PART B, else PART C)

PART B
(For uses)
10. Which kind of Aircel connection you are using?
Post paid [ ]

Prepaid [ ]

11. Since how long you are using Aircel connection?

a. Since 6 month [ ]

b. Since 1 year [ ]

c. Since 2 years [ ]

d. Above 2 years [ ]

12. For what purpose you have been using this Aircel connection?
a. Business
c. Personal [ ]

[]

b. Official [ ]
d. Others (p.s)

13. Which factors influenced you while choosing connection?

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a. Brand image [ ]

b. Technology [ ]

c. Network

d. Tariffs [ ]

[]

14. What do you feel about the Aircel services?

a. Good [ ]

b. Best [ ]

c. Better[ ]

d. Poor [ ]

15. What do you feel about Aircel offers?

a. Expensive [ ]

b. Reasonable [ ]

c. Cheap [ ]

d. Others (p.s) ..

16. How did you come to know about Aircel cellular?

a. Advertisement [ ]

b. Friends/ relatives [ ]

c. Dealers/retailers [ ]

d. Others (p.s) ..

17. If advertisement through which media?

a. Television [ ]

b. Magazine [ ]

c. News papers [ ]

d. Others (p.s) ..

18. How do you feel about the advertisements of Aircel cellular?

a. Entertaining [ ]

b. Attractive [ ]

c. Informative [ ]

d. No impact [ ]

19. Are you aware of the new tariffs of Aircel cellular?

a. Yes [ ]

b. No [ ]

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20. Are the dealers prompt in responding to your complaints?

a. Yes [ ]

b. No [ ]

21. How is the customer care service?

a. Very helpful [ ]

b. Helpful [ ]

c. Not helpful [ ]
22. Your overall rating to Aircel cellular
a)*****

[]

c) ***

[]

b) ****

[]

d) **

[]

PART C
(Non Users)
23. Which telecommunication service are you using?
Please specify
.

24. What was the single most important reason for opting current brand?
a. The brand name [ ]
c. Cheap rates choosing

AIMS Institutes, Bangalore

b. Services [ ]
d. No particular reason [

37

25. Have you ever experienced Aircel cellular?

a. Yes [ ]

b. No [ ]

26. If yes, what do you feel about its services?

a. Good [ ]

b. Excellent [ ]

c. Better [ ]

d. Poor [ ]

27. If give a chance would you like to shift to Aircel

a. If yes, why?
.

b. If no, why?
.
28. Any comments to quote Aircel cellular
.
.
.

29. Any suggestion to improve the Aircel cellular?

..
..
..

Date: ..........
Place: ..

AIMS Institutes, Bangalore

(Signature) .

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Thanking you for your co-operation

AIMS Institutes, Bangalore

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AIMS Institutes, Bangalore

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