Project Airtel2007

CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.
,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
A study on consumer satisfaction towards

Airtel mobile in Coimbatore City
(In the year of 2005)
CONTENTS
CHAPTERS
NO. PARTICULARS PAGE NO.
I INTRODUCTION 1
II REVIEW OF LITERATURE 11
III PROFILE OF THE STUDY 16
IV ANALYSIS AND INTERPRETATION 36
V FINDING, SUGGESTIONS AND 82

CONCLUSION
BIBLIOGRAPHY 86
QUESTIONARE
1
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
LIST OF TABLES
TABLE TITLE PAGE

NO. NO.
1. Table showing the Age of Respondents. 36
2. Table showing the Gender of Respondents. 38
3. Table showing the Marital Status of the 40
Respondents.
4. Table showing the Educational Qualification 42
of the Respondents.
5. Table showing the Occupational Status of the 44
Respondents.
6. Table showing the Monthly Income of the 46
Respondents.
7. Table showing the Sources of Information of 48
the Respondents.
8. Table showing the Media of Advertisement of 50
the Respondents.
9. Table showing the Types of Schemes of the 52
Respondents.
10. Table showing the Types of Handset of the 54
Respondents.
11. Table showing the Migration between 56
Schemes of the Respondents.
12. Table showing the Call made per Day of the 58
Respondents.
13. Table showing the Types of Recharge of the 60
Respondents.
2
14. Table showing the Sending SMS per Day of 62

the Respondents.
15. Table showing the Period of using Airtel of the 64
Respondents.
16. Table showing the STD calls per Day of the 66
Respondents.
17. Table showing the Types of Plan of the 68
Respondents.
3
LIST OF EXHIBITS
CHART TITLE PAGE

NO. NO.
1. Exhibits showing the Age of Respondents. 37
2. Exhibits showing the Gender of 39

Respondents.
3. Exhibits showing the Marital Status of the 41
Respondents
4. Exhibits showing the Educational 43
Qualification of the Respondents.
5. Exhibits showing the Occupational Status of 45
the Respondents.
6. Exhibits showing the Monthly Income of 47
the Respondents.
7. Exhibits showing the Sources of 49
Information of the Respondents.
8. Exhibits showing the Media of 51
Advertisement of the Respondents.
9. Exhibits showing the Types of Schemes of 53
the Respondents.
10. Exhibits showing the Types of Handset of 55
the Respondents.
11. Exhibits showing the Migration between 57
Schemes of the Respondents.
12. Exhibits showing the Calls made per Day of 59
the Respondents.
4
13. Exhibits showing the Types of Recharge of 61

the Respondents.
14. Exhibits showing the Sending SMS per Day 63
of the Respondents.
15. Exhibits showing the Period of using Airtel 65
of the Respondents.
16. Exhibits showing the STD call per Day of 67
the Respondents.
17. Exhibits showing the Types of Plan of the 69
Respondents.
5
Chapter 1
INTRODUCTION AND DESIGN OF STUDY

In the modern age of globalization and society of knowledge-based
nature telecommunication is vital for information. India has taken a number
of measures to quickly expand and modernize its telecom infrastructure and
as a result India’s tele density has almost doubled since 1999. Almost one
thousand new telephone lines are being added in our country every single
hour. There is a proposal to increase and expand its penetration into the rural
and remote areas in the near future
Concept of service:
A service is an act of performance offered by one party to another.
Services are economic activities that create value and provide benefits for
consumer at specific time and places, as a result of bringing about a desired
change in or on behalf of recipient of the service. Service is those separately
identifiable, essentially intangible activities which provide want satisfaction,
and that they are not necessarily tied to the sale of product or another
service. To produce a service may or may not require the use of tangible
goods. However, when such use is required, there is no transfer of title to
these tangible goods.
Communication
The word ‘communication’ is derived from the Latin word
“communis” which means common. Thus, communication means sharing
ideas in common. It means verbal or written message, an exchange of
information, a system of communicating and a process by which, words are
exchanged between individuals through a common system of symbols. It
also means a technique for expressing ideas effectively.
Communication includes everything that may be used to covey
meaning from one to another. The basics of communication viz., speaking,
writing, reading and observing are important for success of communication.
6
Telephone
Telephone is an important instrument for communication. Telephone is
an instrument that sends and receives sound waves usually by means of
electricity. Telephones provide a common method of talking to people at a
distance.
About Airtel
Airtel comes from Bharati Cellular Ltd a part of the biggest private
integrated telecom conglomerate Bharathi Enterprise. Bharathi Enterprise
has been at the forefront of technology and has revolutionized
communication with its world-class products and service. Established in
1976 Bharathi has been a pioneering force in telecom with many firsts and
innovations to its credit. Bharathi is a joint venture with world leaders like
Singtel (Singapore telecom) in U.S.A, Telia Sweden Asian Infrastructure
Find, New York, Life International Finance Corporation U.S. and so on.
Bharati provides a range of telecom services, which include cellular,

basic Internet and recently introduced national long distance calls. Bharathi
also manufactures and exports telephone terminals and cordless phones apart
from being the largest manufacturer of telephone instrument in India. It is
also the first company to export its products to the U.S.A.
Bharati is a leading cellular service provided with a footprint in 15 States
covering all four metropolitan cities. It has over four million satisfied
customers and touches the lives of 600 million peoples across 16 States of
India
7
Statement of problems
Cellular phones have started to occupy an important place in the life of

a common man. It is no longer considered as luxury. It is a necessity in our
country. Cellular services are provided by the public sector as well as the
private sector. Government regulates the cellular services industry.
There are a number of companies, which offer services. The use of such
services depends on the satisfaction of the mobile users. In Coimbatore city
various mobile phone services are available. Some are Airtel, Aircel, BPL &
BSNL. Here, an attempt has been made to study the extent of satisfaction of
mobile users using Airtel.
At this background, an attempt has been made to find out the answer for the
following questions: -
 To what extent the customers are satisfied with the Aircel to Airtel
phones
 Weather they got problems in using Aircel to Airtel
8
Objectives of study
 To study the significant relationship between the level of income of

the respondents and their satisfaction to their cellular services.
 To study the significant relation ship between the media of
advertisement and plan.
 To study the significant relationship between level of income and
schemes.
 To study the significant relationship between type of hand set and
period of usage.
 To study the significant relationship between age level and
satisfaction.
 To study the significant relationship between sex and type of schemes.
9
Methodology
Research methodology is a way to systematically solve the research

problem
Area of research
The research was confined to Coimbatore city only. The research problem
was to identify the services provided by Airtel
Sampling design
A sample design is a definite plan to obtain a sample from a given

population. It refers to the technology or procedure the researcher would
adopt in selecting items for sample. It may lay down the number of items to
be included in the sample.
The following steps are followed while developing the sample

design for this research: -
The first step was to outline the set of object i.e., to select the users of
mobile phones by random. It was an infinite universe as the number of users
is infinite.
Defining sampling unit
The second step was to identify the sampling units of the universe. It was
based on geographical location. The city of Coimbatore was the one chosen
for the user of cellular phone in the sampling unit.
10
Size of sample
The fourth step was fixing the items to be selected to constitute a sample.
The size of sample should not be excessive to constitute a sample. The size
of sample should neither be excessively large, nor too small. It should be
optimum. An optimum sample is one, which fulfils the requirements of
efficiency of representatives, reliability &flexibility. Therefore taking into
account the time frame and budgetary constraints, the sample size was
chosen to be 100.
Tools and techniques used
Primary data was collected through questionnaire. A questionnaire is a list

of question sent to a number of persons for their opinions. Standardized
result can be tabulated and treated statistically. It is also a device for
securing answer to questions by using a form, with those using mobile
phones. Research questions to measure the parameters were framed. A
structured, non-disguised and closed – ended questionnaire was develop
11
Analysis
The data was tabulated and the figures keyed into MSEXCEL,
spreadsheet. The data was analyzed statistically using
 Percentage analysis
 Two-way table
 Chi – square test
12
Limitations of the study
 This research is geographically restricted to Coimbatore city only.

Hence the result cannot be extrapolated to other places, even if
Done it has to be with outskirts only.
 The sample size is small due to the specified reasons.
 Finding are based on sample survey,
 All interview questions are undisguised or direct. Hence there is a
scope for the respondents to be biased or pretentious.
 The study covers mobile phone users only.
13
CHAPTER SCHEME:
The present study is classified into five chapters, they are:
CHAPTER – I: Entitled “Introduction and Design of the study” deals

with the statement of the problem, objectives of the
study, methodology for data collection, tools of analysis
and limitation of the study.
CHAPTER – II: Entitled “Review of Literature” deals with the related

studies in the area of cellular service.
CHAPTER –III: Entitled “An Overview of Airtel service” deals with the
Mobile concepts, Origin and Development, Objectives
and Vision & Mission 2007.
CHAPTER – IV: Entitled “Analysis and Interpretation of data” consists of

percentage analysis, two way table, and Chi-Square
analysis.
CHAPTER – V: Entitled “Findings and Suggestions” highlights the

findings of the study and suggestions to improve the
Satisfaction of customers towards Airtel service.
14
Chapter 2
Review of literature
A brief literature would be of immense help to the researcher in going into
the selected problem. The researcher would gain good background
knowledge of problems by viewing certain studies. A reference to their
earlier studies will be helpful.
Samuvel1 in his study found that most of the respondents consider price,
quality and price of instrument as important factors for selecting the handset
and majority of the respondents are satisfied over the payment system,
quality of services, coverage area, and attending the complaints.
Merra.j2 in her study found that majority of the respondents are for Delta
Gram as it is cheaper than other modes and that they are satisfied with the
charges of Delta Gram. Many respondents faced problems using Delta
Gram.
Nandhini.N3 in her study shows that 88.8%of respondents felt cellular

phone helps to deal business matter confidently and efficiently. The study
shows that the attitude of respondents using cellular phones was not
influenced by either education or occupation and income.
1Consumer satisfaction for customer service a study with reference to BPL cells,
mobile phone and services, unpublished M.Phil dissertation submitted to
Bhuneswari Coimbatore 2002
2Merra.j A study of consumer attitude towards Delta Gram unpublished

M.Phil.Dissertation submitted in 200
3Nandhini on investigation of use perception and attitude to cellular phones in

Coimbatore in unpublished project submitted to Bharathiar University,
Coimbatore, 2001.
15
Thomas. P4 in his study revealed that telephone is used more by women

because chances are more for using the phone and women may use home
telephones for long duration than men.
Thangam Annamalai5 in his study found that 56%of the users

belong to general category. STD facility has been installed by majority of
subscribers and respondents feel that the rates for local calls are reasonable
whereas the STD calls rates are comparatively high.
Priya.N6 in her study found that highest frequency of calls made and
received every day fell in the “three time category of 338%” and the number
of calls made and received everyday are highly dependent on age.
A report states that7 “a India’s mobile telephone industry registered a

growth of 51%in the last fiscal year out stripping fixed phone lines which
grew by 9%”
A survey stated,8 “The total communication services marked in India was

worth 503 billion rupees (10.9 billion dollars) for the year ended March
2003and had registered a growth of 5.1% from the previous year”.
A report states that9, “Enterprise segment accounts for 60%of the

revenue of India’s telecom exhibit churn rates half that in the rental segment
and the best customer acquisition costs that are 25% lower”.
4Thomas. p A study on mediated inter- personal communication with reference to

nature of home telephone in Coimbatore, In unpublished submitted to Bharathiar
University, April, 1998
5Annamalai, A study of telecommunication towards telecommunication service,
unpublished dissertation submitted to Bharathiar University April 1991.
6Priya, A study of the users of and attitude towards rural telephone in nilgiris and
ciombatore unpublished dissertation submitted to Bharathiar University April 2001
7Report - Consumer Voice, sep-oct.2003
8Survey - “Eighth national telecom survey report” voice and data
9Press report - Business World, May 21, 2003
16
Latest cellular10 estimates pointed out the ‘cellular services has come down
to 6.83 lakhs in Jan as against 7.51 lakhs in the previous month while
cellular operations in 5 in metros managed to rope 1.22 lakhs subscribers”
Ajita Shashidhas and Sriram Srinivasan11 in an article started that

“price war in telecom industry has commoditized the market that branding
has taken a backseat”.
Ravi Prasad of Ravi Visveshraraya Prasad and Associates,12 a

telecom management consultancy firm in an interview has stated that, “the
mobile market in India is on its way to become a commodity, has tariffs and
services quality which are the most important factors rather than the brand
image”.
10Cellular estimates - Business Line, Feb. 13, 2003

11Ajita shasidas - Business Line, Aug 21, 2003
12Ravi Prasad - Business Line, Aug 21, 200
17
Chapter 3
BUSINESS STATERGIES
Bharathi tele – venture’s strategic objectives is “to capitalize on
the growth opportunities that the company believes are available in Indian
telecommunications market and consolidate its position to be the leading
integrated telecommunication service provider in key markets in India, with
a focus on providing mobile services.”
The company has developed the following strategies to achieve its strategic
objectives:
 Focus on maximizing revenues and margins.
Capture maximum telecommunications revenue potential with
minimum geographical coverage.
 Offer multiple telecommunications services to provide customers with
a “one – stop shop” solution.
 Position itself to tap data transmission opportunities and offer advance
mobile data services.
Focus on satisfying and retaining customers by ensuring high level of
customer satisfaction.
Leverage strengths of its strategic and financial partners
Emphasis on human resources development to achieve operational
efficiencies.
18
History
Cellular phone has become an integral part of our life. In India the
mobile communication industry started when telecommunication sector was
liberalized in 1992 and government invited the private sector to participate
in telecommunication cellular services. The entire country was divided into
four metropolitan cities and 19 telecom cities which where analogous to the
states in India. Cellular licenses where awarded to the private sector first in
the metropolitan cities of Delhi, Mumbai, Kolkatta and Chennai in 1994 and
then in 19 telecom cities in 1995. The first metro cellular network started
operating in 1995 in Kolkatta.
When cellular services where first introduced in 1994 it was a duopoly. A
maximum of two cellular operators could be licensed in each telecom circle,
under a fixed license regains and for a license period of ten years.
The initial response of the private sector was very encouraging. The
attractiveness of the Indian market, the low tele density, the high demand
and a bargaining middle class brought in some of the longest telecom
players, foreign institutions and the major Indian industrialized houses in
telecom.
Again, a big change took place in the telecom industry when the Indian
government introduced the New Telecom Policy (N.T.P) ’99. The N.T.P’98
is an extremely forward-looking policy. It significantly changed the dynamic
of Indian telecom industry. It replaced the high cost fixed licensing regime
with the lower cost primary structure through revenue sharing and also
provided for a greater degree of competition and more flexibility in choice
of more technologies.
Now the cellular services are available in almost 1400 cities and towns of
India with lower tariffs and increased coverage. There is also a resultant
increase in the number of cellular subscribers.
19
Recent Developments
The Indian market is poised to grow at an accelerated pace with the mobile
population expected to touch 100 million by December 2005 and 210
million by 2010. With its constant focus on providing customers with a
range of never-before innovative products and services, Airtel is in an
enviable position to take advantage of this fast growth.
Airtel has launched unique, customer-friendly handset bundling schemes and

innovative tariff options to address all the new segments entering the
category. Some fine examples of these are the highly successful Sachin
Invitation Plan with a monthly rental of only Rs. 150 and the Airtel 012
plan.
Airtel has also taken the lead in defining new segments in the market such as
second connections in Airtel households and the expanding youth segment.
To tap the latter, Airtel launched an exciting product through its tie up with
MTV in August 2003 last year. With a current mobile penetration of just
19% in SEC A, B and C, this segment offers a potential of over eight million
customers. The Airtel MTV card presents a whole host of youth - centric
features that include fun-based, whacky games and contests on radio, as well
as the Airtel, MTV and India Times websites.
Airtel has leveraged its huge strength in the pre-paid segment by constantly
innovating with relevant features for the value-conscious customers like
balance on Screen. Another recent example is its path-breaking product,
Easy Charge, which brought electronic recharging into the country. Today,
Easy Charge is fast replacing paper coupons through its multiple benefits of
anytime, anywhere and any value recharge, for an amount that could be as
low as Rs. 50.
20
Special Messages and Tones

• A welcome message greets you as soon as you dial 100 to load your
Airtel Prepaid Card for the first time and asks you for your language
preference. If, for example, you choose English, you will hear all
further messages and prompts in English only.
• After your calling value reduces to SR20, a voice message will remind
you, every time you make a call, to recharge your Airtel Prepaid Card.
• When you have only 60, 30 or 10 seconds remaining during a

particular call, you will hear 1,2, and 3 beeps respectively, to alert you
that your Airtel Prepaid Card account balance will soon be reduced to
zero and your call will get disconnected.
• When you have reached the last 3 days till the expiry of the validity
period of your Airtel Prepaid Card, you will be reminded about the
same at regular intervals, every time you make a call.
PIN/PUK Number
What is a PIN number?
The Personal Identification Number (PIN) is a 4-digit security code

programmed on your SIM card.
What is my PIN number?
Your PIN is 1234, to begin with. We strongly recommend you to change the
PIN to your own personal code. Your handset user guide gives the full
information on how to do this. Remember to enter 1234 the first time when
your handset prompts you to ‘Enter PIN’.
21
What is a PUK number?
If incorrect PIN number is entered three times in succession, your SIM card
will get blocked. To unblock it, you need the PUK (Personal Un-blocking
Key) code. To know your PUK code you would need to call our Customer
Care helpline on 600600.
Your PUK number can also be found at the back of your starter pack.
In case incorrect PUK code is entered ten times, your card will get
permanently blocked and would need to be replaced at an additional charge.
What is lifetime validity?
Lifetime validity essentially means you pay a certain amount -- between Rs

950 and Rs 999 at the moment -- for a prepaid card and you get a mobile
connection for life with free incoming calls.
The one-time fee of Rs 900+ includes a small amount of talk time (between
Rs 25 and Rs 100). The rest of the fee is the processing cost.
The lifetime validity offer is ideal if you use your mobile phone only to
receive calls and don't make too many calls -- or any calls at all.
Value Added Services

• Caller Line Identification (CLI)
This feature on your Airtel Prepaid Card facilitates the display of the
number that is calling your cellular. This facility comes to you at no
extra charge and allows you to recognise the caller.
22
• Voice Mail
This feature allows voice messages to be delivered to your mail box in

instances where you cannot be reached, your phone is switched off or
you miss a call. There is no rental or registration fee for this service;
however, there is a charge of 99 cents per minute to listen to your
messages. You would need to call 600600 for a free registration
before setting up your voice mailbox.
Retrieving Your Messages
• Dial 106 from your handset and follow the voice prompt (Your
Password is set at default code 1111. This can be changed to your
preferred 4-digit number.)
Helpful tips
1.You must keep your Airtel Prepaid Card very carefully. If it is lost/stolen/
misplaced, it cannot be deactivated and therefore may be misused. You will
then lose out on any credit remaining on your card
2.Airtel Prepaid recommends that you recharge your card within your
validity period and before your calling value drops to SR20.
3. If you do not get your card recharged within the 30 days of expiry of your
validity period, your Airtel Prepaid Card will be deactivated
4. Airtel Prepaid strongly advises you to change your PIN from 1234 to a
personal four-digit code for reasons of security
5. Retain your original receipt of purchase at all times. In case you need any
assistance, please call our 24-hour Customer Care Helpline on 600600 (toll
free) or just 100 from your cellular (toll free).
23
Terms and Conditions
A Provision of cellular services
The company reserves the right to change the validity period at any
time, at its sole discretion and without any notice whatsoever.
B Payments and charges
1. The actual credit/calling value as per the Company’s records

and played on the Interactive Voice Response (IVR) system of the
Company, shall be treated as the correct value and be binding on the
customer. Thus, deactivation, cancellation, barring, etc.
shall be carried out on the basis of the credit as played on the said IVR
system of the Company.
2. The details of the calls made or received on the card shall not
be made available to the customers. The customer agrees that the
Company need not entertain any correspondence/calls in this regard.
The customer may, however, call the Company’s IVR system in order
to know the residual calling value on the card.
3. Not all Value Added Services available with the Company can
be made available in this connection. The Company is entitled to
charge, vary, add, and withdraw any service and / or to vary the
charges/prices on these services at its sole discretion. All Value
Added Services are chargeable services. Any service which is not
initially or at any stage charged by the Company may, at the sole
discretion of the Company, be charged at any time subsequently and
at the same shall be adjusted in the calling value automatically. Each
Value Added Service is to be separately applied for.
4. Any increase /addition/introduction in taxes and /or levy of any

taxes, levies, duties or any other statutory charges etc. (present/future)
shall be to the customer’s account without any notice to him and at all
times shall be added deemed to be part of the tariff.
24
C Suspension and disconnection
1. The Company may at any time suspend the services wholly or

partially and/or disconnect any customer equipment from the network
for any reason which is found to be reasonable by the Company
including any of the following circumstances:
• During technical failure, modification, repair or testing of the

network.
• Expiry of validity period and grace period, if any, and as specified by

the Company from time to time.
• Depletion of calling value as per Company records, such that no

more calls are possible.
2. If the customer equipment or SIM card is lost or stolen the

Company will not be in a position to take any action, or to be held
liable for any make good.
3. The SIM card and the cellular number are and shall always be the sole
property of the Company and shall be returned by the customer upon
termination and/or deactivation or temporary suspension of services.
The customer shall have no right to the same, at any point, for any
reason whatsoever.
D Safe custody
1. The customer must ensure the safe keeping of the card, original
receipt of purchase, and any other important documents, as these
might be required from time to time under different circumstances
during interface with the Company.
2. In case of lost/stolen/misplaced card etc., the entire reliability of the

lost/misplaced etc., will be borne by the customer. No credit shall be
given on the available balance of the lost/misplaced card etc. to the
customer.
25
E Illegal usage
The customer shall not use the services for any unlawful or abusive purpose,
or for sending obscene, indecent, threatening, harassing, unsolicited
messages or messages affecting/infringing upon national or social interests,
nor create any damage or risk to the Company or its network or customers or
any other person, natural or legal whomsoever.
Services
Airtel comes from Bharathi Cellular Limited – a part of the biggest
private integrated telecom conglomerate, Bharathi Enterprise. Bharathi
provides a range of telecom services, which include cellular, basis, and
Internet and recently introduced national long distance calls Bharathi also
manufacture and exports telephone terminals and cordless phones. A part
from being largest manufactures of telephone instrument in India, it also
exports products to the U.S.A. Bharathi is the leading cellular services
provider with footprint in
21states covering all four metros and more than 8 million satisfied
customers.
26
Airtel prepaid
Airtel Prepaid, the cellular from Airtel comes from Bharathi Enterprise
India’s leading integrated telecom service providers. Going mobile with
Airtel prepaid is a new way of life with a host of great features, also simple
to use, Airtel prepaid make every thing that dreams and believed, possible.
Some of the many advantages that one enjoys with prepaid
 Total cost control
Enjoy the liberty of the cost control with Airtel prepaid recharge
facility according to the needs of customers
 No rentals
We can get an Airtel prepaid card without paying any rent.
 No deposits
We can get any Airtel prepaid card without paying any deposits.
 STD\ISD facility till the last rupee
STD\ISD facility allows the user to make long distance calls in India
and over seas from cellular phone.
 Instant balance inquiry
Talk– calling calls toll free number can instantly can check time
 60second pulse
Airtel provides a 60 second pulse rate.
 Instant recharge
Airtel prepaid card avails instant recharge with just a few simple
steps.
 24 hours recharge e facility
We can recharge Airtel prepaid card anytime anywhere availing 24
hours recharge facility.
 Call wait
If you are on call &somebody else calls your number, your call-
waiting feature alerts you with a special alert dibble tone you than have
the option to put the call in process or hold &answer the new call or
reject the incoming calls
27
It allows putting on going conservation on hold and calling someone

or receiving a call from another person you may switch between two calls
any time
 Call divert
It allows you to divert the incoming calls to another mobile number or
landline number of your choice, depending on your requirement.
 Short message services (SMS)

SMS was an accidental success that took nearly everyone using
mobile phones by surprise. Few peoples predicted that this service would
take off.
Tariff in prepaid
Student
Pack name Power Talk Student Student Budget 365-1 999 life 1221 life
more 49p plus year time time
validity
MRP Rs .49 Rs.99 Rs.99 Rs.99 Rs.266 Rs.999 Rs.1221
Talk time 0 Rs.25 Rs.25 Rs.25 Rs.75 Rs.25 Rs.50

Validity 0 7days 7days 7days 365days Life Life
time time
TN&Chennai Re.1 75 p Re.1 49 p 60 P Re.1 Rs.1.99 Rs.1.20
Airtel
Other mobiles Re.1 75 p Re.1 49 p Re.1 Re.1 Rs.1.99 Rs.1.20
Landlines Rs.2 Rs.1.20 Rs.2 Rs.1.50 Re.1 Rs.1.20 Rs.1.99 Rs.1.20
Night calling 39 p 39 p 39 p NA 39 p 39 p NA NA
local (10pm- Airtel
8am)
Call 3 TN 30 p NA 30 p 30 p NA NA NA NA
Airtel
Mob full day
Add on 2 10 p 10 p 10 p 10 p 10 P NA NA NA
Airtel prepaid
no
Mobiles & Rs.2 Rs.2.4 Rs.2 Rs. 2 Rs.2 Rs. 2. 49 Rs.2.74 Rs.2.74
Land lines (Airtel)/
2.4
Local (SMS) Free10 50 p Free100\ Free100 50 p 365free,th 99 p 10 p
28
0\day day \day en 50 p

Then Then15 p Then15
15 p p
National (Sms) 50 p Rs.2 50 p 50 p Re.1 Rs.2 Rs1.99 Rs.1.99
International Rs.3 Rs.3 Rs.3 Rs.3 Rs.3 Rs.3 Rs.4.99 Rs.4.99
(Sms)
Daily rental Re.1 NILL Re.1 Re.2 Re.1 NILL NILL NILL
Airtel postpaid
Airtel welcomes to a vibrant world of unlimited opportunities exciting,

innovative yet simple news way to communicate, just when we want to,
now just through words but ideas, emotions and feelings. To give
unlimited freedom to reach special inn special way.
An airtel post-paid customer can enjoy the following facilities: -
Easy billing
Now enjoy the luxury of viewing details of your last 3 billing cycles
and the convenience paying airtel bill online! Experience complete
freedom with Airtel!
Caller identification
Caller identification gives the power to know the phone no of calling

party before answer your call, thus call, thus giving you the choice to
either reject to take call. Provides the added advantage of saving
incoming number directly in the handset phone book. So that the next
time you want to call the same person, you don’t need to retype his
number, simply use your phone book.
Voice mail
Voice mail lets you receives message even when handset is switched off
or when the uses in outside coverage area. we can listen to message
29
where ever the user feel like from any where in the world voice mail can
store upto 75 messages, with each message of two- minute duration
STD/ISD facility
STD/ISD facility allows the user to make one distance calls in India.
Roaming (national and international)

Airtel roaming services allows using mobile phone to make or receive
calls almost anywhere in India and abroad enjoying roaming within the
country as well as internationals destinations!
Call diverts call hold and call wait

Avail of special services like call waiting, call hold land call divert – all
with Airtel postpaid connections
Tariff in postpaid
Monthly rental plans
Rental Budget100 Talk Talk- India New Talk India

post plan more lot home India more 349 roam 399
paid 199 200 299 home plan plan
plans Plan plan 299
plan
Initial charges
Security 500 500 500 500 500 500 500

deposits
Activation 250 250 250 250 250 250 250
charge
Monthly charges
30
Rent 100 199 200 299 329 299 399

Clip 25 nil nil 50 nil 50 Nil
charge
Local call charges – across Tamil nadir (Rs/min)
Airtel 0.99 0.50 0.30 Re.1 Re.1 0.60 Re.1

mobiles For2min For2min For2min
Other 1.20 0.50 0.75 1.00 1.00 0.60 1.00
mobiles
Land 1.20 1.00 1.20 1.00 1.00 1.20 1.00
lines
STD call charges (Rs/min)
Airtel 2.40 2.0 2.40 1.00 1.00 2.25 Re.1

mobiles For2min
Other 2.40 2.40 2.40 1.00 1.00 2.25 1.00
mobiles
SMS charges (Rs/Msg)
Local 1.00 0.50 1.00 1.00 1.00 1.00 1.00

National 2.00 1.50 2.00 1.00 1.00 2.00 1.00
International 5.00 3.00 5.00 3.00 3.00 3.00 3.00
ISDcall charges (Rs/min)
Slab1USA, 7.20 7.20 7.20 7.20 7.20 7.20 7.20

Canada,
Asia etc
Row 1 9.99 9.99 9.99 9.99 9.99 9.99 9.99
Europe,
Gulf,
31
Africa
Row 2 40.00 40.00 40.00 40.00 40.00 40.00 40.00
other
countries
Roaming charges – airtel networks (Rs/min)
Incoming Normal Normal Normal Normal 1.00 Normal 1.00

calls rates rates rates rates rates
Outgoing Normal Normal Normal Normal 1.00 Normal 1.00
local rates rates rates rates rates
call&sms
Outgoing Normal Normal Normal Normal 1.00 Normal 1.00
national rates rates rates rates rates
calls&sms
32
Chapter 4
Analysis and interpretation

Simple percentage analysis
Table no.1
Age of the respondents
Age No. Of respondents Percentage of

respondents
Below 25 years 36 36
25 - 40 years 45 45
Above 40 years 29 29
Total 100 100
INTERPRET
ATION
The above table indicates that 36%of the respondents are below the
age group of less than 25years, 45%of the respondents belong to the age
group of 25 - 40 years and 29% of respondents belongs to the age group of
above 40 years.
33
EXHABIT NO.3.1
EXHIBIT SHOWING AGE OF THE RESPONDENTS
50
45
40
35
30
25
20
15
10
5
0
Below 25 25 - 40 Above 40
years years years
No . of respondents
34
Table no.2.
Gender of respondents
Gender No. of respondents Percentage of

respondents
Male 69 69
Female 31 31
Total 100 100
INTERPRETATION
The above table reveals that69 respondents are male and 31% of
respondents are female.
35
EXHABIT NO.3.2
EXHIBIT SHOWING GENDER OF THE RESPONDENTS
70
60
50
40
30
20
10
0
Male Female
No. of respondents
36
Table no .3
Marital status
Marital status No. Of respondents Percentage of

respondents
Married 56 56
Unmarried 44 44
Total 100 100
INTERPRETATION
From the above table, it is clear that 56% of respondents are

married and 44%of respondents are unmarried.
37
EXHABIT NO.3.3
EXHIBIT SHOWING MARITAL STATUS OF THE

RESPONDENTS
60
50
40
30
20
10
0
Married Unmarried
No. of respondents
38
Table no. 4
Educational qualification
Educational No. Of respondents Percentage of respondents

qualification
No formal 5 5
education
Higher secondary 30 30
level
Under graduate 42 42
Post graduate 23 23
Total 100 100
INTERPRETATION
The above table indicates that 23%of the respondents are post
graduates, 42% of the respondents are under graduates, 30%of the
respondents are higher secondary level, and 5%of the respondents had no
formal education.
39
EXHABIT NO.3.4
EXHIBIT SHOWING EDUCATIONAL QUALIFICATION

OF THE RESPONDENTS
45
40
35
30
25
20
15
10
5
0
No formal Higher Under Post
education secondary graduate graduate
level
No. of respondents
40
Table no.5
Occupational status
Occupation status No. Of Percentage of respondents

respondents
Businessman 32 32
Professional employee 18 18
Government employee 22 22
Private employee 28 28
Total 100 100
INTERPRETATION
The above table reveals that, 32% of respondents are businessman,

18% of respondents are professional employees, and 22% of respondents are
government employees 28%of respondents are private employees.
41
EXHABIT NO.3.5
EXHIBIT SHOWING OCCUPATIONAL STATUS OF THE

RESPONDENTS
35
30
25
20
15
10
5
0
Businessman Professional Government Private
employee employee employee
No. of respondents
42
Table no.6
Monthly income
Income (Rs) No. Of respondents Percentage of respondents

Below 5000 42 42
5000 – 10,000 38 38
Above 10,000 20 20
Total 100 100
INTERPRETATION
The above table indicates that, 42%of the respondents are in the
income group below Rs 5000, 38% of the respondents are in the income
group of Rs 5000 – 10,000 and 20% of the respondents are in the income
group above 10,000.
43
EXHABIT NO.3.6
EXHIBIT SHOWING MONTHLY INCOME OF THE

RESPONDENTS
45
40
35
30
25
20
15
10
5
0
Below 5000 5000 – 10,000 Above 10,000
No. of respondents
44
Table no.7
Sources of information
Sources No. Of respondents Percentage of respondents

Advertisements 43 43
Friends& Relatives 49 49
Agents 8 8
Total 100 100
INTERPRETATION
The above table reveals that 43% of respondents are aware through
advertisements, 49% of respondents are aware through friends & relatives,
8%of respondents are aware through agents.
45
EXHABIT NO.3.7
EXHIBIT SHOWING SOURCES OF INFORMATION OF

THE RESPONDENTS
50
45
40
35
30
25
20
15
10
5
0
Advertisements Friends&relatives Agents
Series1
46
Table no.8
Media of advertisement
Media No. Of respondents Percentage of respondents

Newspaper 19 19
Poster 11 11
Television 43 43
Internet 27 27
Total 100 100
INTERPRETATION
From the above table it is clear that 19% of respondents are aware through
newspaper, 11% of respondents are aware through poster, 43% of
respondents are aware through television and 27% of respondents are aware
through internet.
47
EXHABIT NO.3.8
EXHIBIT SHOWING MEDIA OF ADVERTISMENTS OF

THE RESPONDENTS
45
40
35
30
25
20
15
10
5
0
Newspaper Poster Television Internet
No. of respondents
48
Table no.9
Type of scheme
Scheme No. Of respondents Percentage of respondents

Prepaid 53 53
Postpaid 47 47
Total 100 100
INTERPRETATION
From the above table it is clear that 53%of respondents are using prepaid
and 47%of respondents are using postpaid
49
EXHABIT NO.3.9
EXHIBIT SHOWING TYPES OF SCHEMES OF THE

RESPONDENTS
53
52
51
50
49
48
47
46
45
44
Prepaid Postpaid
No. of respondents
50
Table no.10
Type of handset
Hand set No. Of respondents Percentage of respondents

Nokia 50 50
Motorola 10 10
Sony Ericsson 13 13
Samsung 27 27
Total 100 100
INTERPRETATION
Out of the 100 respondents 50% of respondents are using Nokia hand
set 10% of respondents are using Motorola, 13% of respondents are using
Sony Ericsson, about 27%of respondents are using Samsung.
51
EXHABIT NO.3.10
EXHIBIT SHOWING TYPES OF HAND SET OF THE

RESPONDENTS
50
45
40
35
30
25
20
15
10
5
0
Nokia Motorola Sony Samsung
Ericsson
No. of respondents
52
Table no. 11
Migration between schemes
Migration No. Of respondents Percentage of respondents

Yes 57 57
No 43 43
Total 100 100
INTERPRETATION
Out of the 100 respondents 57% of respondents are migrating to various

schemes, 43% of respondents are not migrating to other schemes.
53
EXHABIT NO.3.1
EXHIBIT SHOWING MIGRATION BETWEEN SCHEMES

OF THE RESPONDENTS
No
Yes
0 10 20 30 40 50 60
No. of respondents
54
Table no .12
Calls made per day
Calls make per day No. Of respondents Percentage of respondents

Less than 5 calls 19 19
5-10 calls 52 52
Above 10 calls 29 29
Total 100 100
INTERPRETATION
Out of the 100 respondents 19%of respondents are making less than 5 calls
per day, 52%of respondents are making between 5-10 calls per day, 29% of
respondents are making above 10 per day.
55
EXHABIT NO.3.12
EXHIBIT SHOWING CALL MADE PER DAY OF THE

RESPONDENTS
Less than 5 calls

5-10 calls
Above 10 calls
56
Table no. 13
Type of recharge
Type of recharge No. Of respondents Percentage of respondents

Normal recharge 47 47
Offer recharge 53 53
Total 100 100
INTERPRETATION
Out of the 100 respondents 47% of respondents are for normal recharge
and53% of respondents are making offer recharge.
57
EXHABIT NO.3.13
EXHIBIT SHOWING TYPE OF RECHARGE OF THE

RESPONDENTS
58
Table no .14
Sending SMS per day
SMS per day No. Of respondents Percentage of respondents

Below 5 16 16
5-10 SMS 27 27
Above 10 57 57
Total 100 100
INTERPRETATION
Out of the 100 respondents 16%of respondents are sending less than 5 SMS
per day, 27% of respondents are sending SMS up to 5-10perday, 57% of
respondents are sending above SMS 10 per day
59
EXHABIT NO.3.14
EXHIBIT SHOWING SENDIHG SMS OF THE

RESPONDENTS
60
50
40
30
20
10
0
No. of
Below 5 5-10 SMS Above 10 respondents
60
Table no.15
Period of using Airtel
Period No. Of respondents Percentage of respondents

1 year 29 29
1-3 years 32 32
Above3 years 39 39
Total 100 100
INTERPRETATION
Out of the 100 respondents 29% of respondents are using Airtel 1 year, 32%
of respondents are using Airtel 1-3 years, 39% of respondents are using
Airtel above 3years.
61
EXHABIT NO.3.15
EXHIBIT SHOWING PERIOD OF USAGE OF THE

RESPONDENTS
1 year
1-3 years
Above3 years
62
Table no 16
STD calls per day
Calls No. Of respondents Percentage of respondents

Below 5 81 81
5-10 calls 17 17
Above 10 2 2
Total 100 100
INTERPRETATION
Out of 100 respondents 81% of respondents are making below 5 STD calls
per day, 17% of respondents are making 5 – 10 STD calls per day, 2% of
respondents are making above 10 STD calls per day
63
EXHABIT NO.3.16
EXHIBIT SHOWING STD CALLS PER DAY OF THE

RESPONDENTS
90
80
70
60
50
40
30
20
10
0
Below 5 5-10 calls Above 10
No. of respondents
64
Table no 17
Types of plan
Plan No. Of respondents Percentage of respondents

Student 44 44
Budget 20 20
Budget plus 32 32
Life time 4 4
Total 100 100
INTERPRETATION
Out of the 100 respondents 44% of respondents are in Student Plan, 20% are
in Budget Plan, 32% are in Budget Plus Plan, and 4% of respondents are in
Life Time Plan.
65
EXHABIT NO.3.17
EXHIBIT SHOWING TYPES OF PLAN OF THE

RESPONDENTS
Student
Budget
Budget plus
Life time
66
CHI-SQUARES TEST
The chi – squares list is one of the simple and most widely used non –
parametric lists in satisfaction work. The chi-squares distribution has very
application is situations that involve the listing of hypothesis concerning
discrete of qualitative data. The quality of chi- squares describes of the
magnitude of discrepancy between theory and observation i.e. with the help
of chi – squares list, we are in a position to know weather there is
discrepancy between theory and observation may be attributed to chance or
weather. If chi- squares are 0, it means that the observed and expected
frequencies completely coincide. The x² is defined as
X² =E (O – E) ² /E where
O = refers to the observed frequency
E = refers to the expected frequency
67
Chi – squares test

Table no. 17
Relationship between income level and satisfaction
Two-way table
Income Dissatisfaction Satisfaction High Total

satisfaction
Below 5000 18 14 10 42
5000-10000 15 12 11 38
Above 10000 8 9 3 20
Total 41 35 24 100
Chi – square table

Ho – There is no relationship between income and level of satisfaction
H1 – There is relationship between income and level of satisfaction
O E (O –E) (O –E) ² /E
18 17.22 0.78 0.035
14 14.7 -0.7 0.033
10 10.8 -0.8 0.059
15 15.58 -0.58 0.021
12 13.3 -1.3 0.127
11 9.12 1.88 0.387
8 8.20 -0.2 0.004
9 7.00 2 0.571
3 4.8 -1.8 0.675
TOTAL 1.912
Calculated chi-squares value =1.912

Degree of freedom = 4
Table chi- square value = 9.488
From the above table it is found that the obtain chi – squares value (1.912) is
lower than the table value (9.488) with 4 degree of freedom therefore it can
be concluded that there is no relation ship between the income and level of
satisfaction hence null hypothesis stating that the relation ship is retained.
68
Table no 18
Relationship between media of advertisement and plan
Two-way table
Plan Student Budget Budget Life time Total

Media plus
News paper 8 3 7 1 19
Poster 3 3 4 1 11
Television 19 8 14 2 43
Bit notice 14 6 7 0 27
Total 44 20 32 4 100
H0 – There is no relationship between the media of advertisement and plan.

H1 - There is relationship between the media of advertisement and plan.
O E O-E (O-E) ²/E
8 8.36 -0.36 0.015
3 3.80 -0.80 0.168
7 6.08 -0.92 0.138
1 0.76 0.24 0.075
3 4.84 -1.84 0.699
3 2.20 0.80 0.29
4 3.52 0.48 0.065
1 0.44 0.56 0.71
19 18.92 0.08 0.0003
8 8.60 -0.60 0.041
14 13.76 0.24 0.004
2 1.72 0.28 0.04
14 11.88 2.12 0.37
6 5.40 .60 0.067
7 8.64 1.64 0.311
0 1.08 -1.08 1.08
Total 4.0733
69
Calculated chi-squares value = 4.0733

Table chi- square value = 16.919.
From the above table it is found that the obtain chi – squares value (4.0733)
is lower than the table value (16.919) with 6 degree of freedom therefore it
can be concluded that there is no relation ship between the media of
advertisement and plan hence null hypothesis stating that the relation ship is
retained.
70
Table no .19
Relationship between level of incomes and schemes
Two-way table
Schemes Prepaid Postpaid Total
Income
Les than 5000 33 9 42

5000 – 10,000 29 9 38
Above 10,000 15 15 20
Total 77 23 100
Ho – there is no relation ship between incomes and schemes.
H1 – there is relationship between incomes and schemes.
O E O-E (O-E) ²/E

33 32.34 0.66 0.013
9 9.66 -0.66 0.045
29 29.26 -0.26 0.002
9 8.74 0.26 0.077
15 15.40 -0.40 0.010
5 4.60 0.40 0.034
Total 0.131

be concluded that there is no relation ship between the media of
advertisement and plan hence null hypothesis stating that the relation ship is
retained
71
Table no .20
Relationship between type of hand set and period of usage

Two-way table
Period 1year 1-3 year More than Total

3year
Hand set
Nokia 14 17 19 50
Motorola 2 4 4 10
Samsung 4 4 5 13
Sony 9 7 11 27
Ericsson
Total 29 32 39 100
Ho – there is no relation ship between type of hand set and period of usage
H1 – there is relationship between type of hand set and period of usage.
O E O-E (O-E)²/E
14 14.50 -0.50 0.071
17 16.00 1.0 0.062
19 19.50 -0.50 0.128
2 2.90 -0.90 0.279
4 3.20 0.60 0.20
4 3.90 0.10 0.002
4 3.77 0.23 0.94
4 4.16 0.16 0.006
5 5.07 0.07 0.001
9 7.83 1.27 0.205
7 8.64 1.64 0.311
11 10.53 0.47 0.21
Total 1.435
72

be concluded that there is no relation ship between the type of hand set and
period of usage. Hence null hypothesis stating that the relation ship is
retained.
73
Table no .21
Relationship between age and level of satisfaction
Two-way table
Satisfaction Dissatisfaction Satisfaction High Total

satisfaction
Hand set
Below 25 15 13 8 36
25 – 40 17 15 14 45
Above 40 4 7 3 19
Total 41 35 24 100
Ho – there is no relation ship between age and level of satisfaction.

H1 – there is relationship between age and level of satisfaction.
O E O-E (O-E) ²/E
15 14.76 0.24 0.003
13 12.6 0.4 0.012
8 8.64 -0.64 0.047
17 18.45 -1.45 0.112
15 15.75 -0.75 0.035
13 10.8 2.2 0.448
9 7.79 1.21 0.187
7 6.65 0.35 0.018
3 4.56 -1.56 0.533
total 1.395
be concluded that there is no relation ship between the age and level of
satisfaction. Hence null hypothesis stating that the relation ship is retained.
74
Table no .22
Relationship between sex and types of schemes.
Two-way table
Schemes Prepaid Post paid Total
Sex
Male 31 38 69
Female 22 9 31
Total 53 47 100
Ho – there is no relation ship between sex and types of schemes.

H1 – there is relationship between sex and types of schemes.
O E O-E (O-E)²/E
31 36.57 -5.57 0.848
38 32.43 5.57 0.956
22 16.43 5.57 1.888
9 14.57 -5.57 2.129
total 5.812
higher than the table value (3.841) with 1 degree of freedom therefore it can
be concluded that there is relation ship between sex and types of schemes.
75
Chapter 5
FINDINGS, SUGGESTIONS AND

CONCLUSION
Findings
 The majority of members are male.
 The majority of respondents are belonging to age group of 25 -40.
 The majority of respondents are graduate.
 The majority of respondents are businessman.
 The majority of respondents are married.
 The majority of respondent’s monthly income is below Rs. 5000.
 The majority of respondents prefer prepaid connections.
 The majority of respondents are aware about Airtel by television.
 The majority of respondents prefer student plan.
 The majority of respondents get sources of information through
friends and relatives.
 The majority of respondents feel that advertisement is reliable.
 The personal factor has no significant influence on type of connection.
 The majority of respondents prefer Nokia handset.
 The majority of respondents are migration to various schemes.
 The majority of respondents receives up to 5 -10 calls per day.
 The majority of respondents prefer offer recharge.
 The majority of respondents send SMS more than 10 per day.
76
 The majority of respondents are using Airtel more than 3 years.

 The majority of respondents making STD call below 5 per day.
 The majority of respondents having DOT connections.
 The majority of respondents are aware about CHOTA recharge.
77
SUGGESTIONS
 Rental charges of postpaid may be reduced

 SMS must not be restricted
 Call charges from Airtel to landline must be reduced
 Call charges from Airtel to other mobile must be reduced
 Signals must be available in all places
 Top up and recharge card must be available in all places
 In life time card SMS must not be restricted
78
CONCLUSION
By the entry of Airtel in the market there has been a celebration

in the media. In can be an affordable commodity between mobile phones.
Airtel mobile holders are very much satisfied with the service provided.
Airtel should give more attention to redress the customer grievances .it
concentrates more on coverage, roaming facility SMS facility etc., for better
quality of services. Airtel has been at the centre of action for all through
incredible passage of time. Technology is friendlier so that the customer
gave more. The researcher has given some suggestions for the benefit of
customers. If the suggestions are carried out the customers will be benefited
in future.
79
BIBILOGRAPHY
BOOKS:
 Marketing Research - D.D.Sharma
 Marketing research - N.Beri.G.C
 Marketing management - Philip Kotler
 Business management - Dinkar Pagare
 Research methodology - C.R.Kothari
 Business communication - Dr.Rajendra Paul & Korali
 Consumer behaviour - Dr.Gupta.S.L & Sumitra Pal
JOURNALS & MAGAZINES:
 Tele – crusader
 Monthly journal of Bsnl employees union
 IBM systems
 Advertising express
 Business world
 Fortune India
 Indian express
 The Hindu
 Journal of consumer research
 Business media
 Indian journal of marketing
 Survey of Indian industry ‘05
Website address
www.airtelworld .com
80
Questionnaire
A STUDY ON CONSUMER SATISFACTION
TOWARDSAIRTEL
1. Name :
2. Age : □ below 25 □ 25 - 40 □ Above 40
3. Sex : □ Male □ female
4. Occupation Status : □ Business man □ Govt Employee

□ Private Employee □ Professional Employee
5. Marital Status : □ married □ unmarried
6. Educational Qualification : □ no formal □ HSC □ UG □ PG
7. Monthly Income : □ Less than 5,000 □ 5,000 – 10,000

□ Above 10,000
8. What handset are you using : □ Nokia □Motorola

□ Samsung □ Sony Ericsson
9. At what price did you purchase it? □ Less than 3,000 □ Rs 3,000 – 5,000
□ Above 10,000
81
10.What type of scheme are you using in Airtel?

□ Prepaid □ Post paid
11.If you use prepaid card, which plan would you prefer?
□Student plan □ Budget plan □ Budget plus □ Lifetime
12.What is your opinion about call charge?

□ Satisfied □ highly satisfied □ Dissatisfied
13.How long have you been using this Airtel mobile?

□Below 1years □ 1 – 3years □ More than 3 years
14.Do you change the scheme regularly?

□ yes □ No
15.How do you feel about the schemes offered in Airtel?

□ Satisfied □Highly satisfied □ Dissatisfied
16.Are you satisfied with the Airtel Network Coverage?

□ Satisfied □Highly satisfied □ Dissatisfied
17.How did you come to know about various schemes offered in Airtel?
□Through Advertisement □ Friend &Relative □ Agents
18.Are you satisfied with the SMS services provided by Airtel?

□ Yes □ No
19.How many SMS do you send regularly?

□Below 5 □ 5-10 □ More than 10
20.Do you have DOT connection?

□ Yes □ No
21.If so through which media?
□ Newspaper □ Posters □ Television □ Pamphlets/Bit notice
82
22.How long have you been using it?

□One year □ Less than one year □ More than two years
23. How many STD calls do you make per day?

□Below 5 □ 5 – 10 □ More than 10
24.Which type of recharge coupons would you prefer?

□ Normal Recharge □ Offer Recharge
25.Do you prefer normal recharge?

□ Yes □ No
26.Are you aware CHOTA recharge coupon?

□ Yes □ No
27.If yes, how do you come to know?

□ Friends □ Relatives □ Others
28.How many calls do you receive a day?

□ Less than 5 □ 5 – 10 □ Above 10
29.What is the frequency of your recharging under Prepaid Scheme?

□ Less than 1 month □ 1 – 2month □Above 2month
30. Give your suggestion to improve customer satisfaction.
83

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CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.

A study on consumer satisfaction towards

III PROFILE OF THE STUDY 16

IV ANALYSIS AND INTERPRETATION 36

V FINDING, SUGGESTIONS AND 82

TABLE TITLE PAGE

14. Table showing the Sending SMS per Day of 62

CHART TITLE PAGE

2. Exhibits showing the Gender of 39

13. Exhibits showing the Types of Recharge of 61

INTRODUCTION AND DESIGN OF STUDY

Bharati provides a range of telecom services, which include cellular,

Cellular phones have started to occupy an important place in the life of

 To study the significant relationship between the level of income of

Research methodology is a way to systematically solve the research

A sample design is a definite plan to obtain a sample from a given

The following steps are followed while developing the sample

Defining sampling unit

Tools and techniques used

Primary data was collected through questionnaire. A questionnaire is a list

Limitations of the study

 This research is geographically restricted to Coimbatore city only.

The present study is classified into five chapters, they are:

CHAPTER – I: Entitled “Introduction and Design of the study” deals

CHAPTER – II: Entitled “Review of Literature” deals with the related

CHAPTER – IV: Entitled “Analysis and Interpretation of data” consists of

CHAPTER – V: Entitled “Findings and Suggestions” highlights the

Nandhini.N3 in her study shows that 88.8%of respondents felt cellular

2Merra.j A study of consumer attitude towards Delta Gram unpublished

3Nandhini on investigation of use perception and attitude to cellular phones in

Thomas. P4 in his study revealed that telephone is used more by women

Thangam Annamalai5 in his study found that 56%of the users

A report states that7 “a India’s mobile telephone industry registered a

A survey stated,8 “The total communication services marked in India was

A report states that9, “Enterprise segment accounts for 60%of the

4Thomas. p A study on mediated inter- personal communication with reference to

Ajita Shashidhas and Sriram Srinivasan11 in an article started that

Ravi Prasad of Ravi Visveshraraya Prasad and Associates,12 a

10Cellular estimates - Business Line, Feb. 13, 2003

Airtel has launched unique, customer-friendly handset bundling schemes and

Special Messages and Tones

• When you have only 60, 30 or 10 seconds remaining during a

The Personal Identification Number (PIN) is a 4-digit security code

What is my PIN number?

What is a PUK number?

What is lifetime validity?

Lifetime validity essentially means you pay a certain amount -- between Rs

Value Added Services

This feature allows voice messages to be delivered to your mail box in

Retrieving Your Messages

Terms and Conditions

A Provision of cellular services

B Payments and charges

1. The actual credit/calling value as per the Company’s records

4. Any increase /addition/introduction in taxes and /or levy of any

C Suspension and disconnection

1. The Company may at any time suspend the services wholly or

• During technical failure, modification, repair or testing of the

• Expiry of validity period and grace period, if any, and as specified by

• Depletion of calling value as per Company records, such that no

2. If the customer equipment or SIM card is lost or stolen the

2. In case of lost/stolen/misplaced card etc., the entire reliability of the

It allows putting on going conservation on hold and calling someone

 Short message services (SMS)