EXECUTIVE

SUMMARY

Customer service is the keybusiness issue. Effective churn management

allows the company to stayof its competitors, increases profitability and improves
investor confidence. There are no simple solutions; must adopt aggressive
strategies which cut across the customer lifecycle and underpin all business
processes. Customer service is not given the attention due to it, by most firms. It
has been found that customer service has more impact on provide competitive to a
firm. In fact.it has been found that companies which reduce customer retention
defections by 5 per cent, could boost profits from 25 per cent to 85 per cent the
whole gamut of customer Relation Management strategies centre around the basic
idea of retention so as to get the mass out of their existing or potential customer.

Research focus
Research objectives
Research technique used
Recommendations

INTRODUCTION
The Indian telecommunication sector is one of the largest and faster
growing sectors. It also witness of the faster market growth rates globally with a
compounded annual growth rate (CAGR) of around 30 percent up to 2014.
India has nearly 200 million telephone lines making it the third largest
network in the world after china and USA. With a growth rate45%, Indian industry
has the highest growth rate in world. This project work titledA study on
portability of customers from other networks to Airtel network with special
reference to Airtel own retail store Shivamogga
1. STATEMENT OF THE PROBLEM
Customer satisfaction survey is systematic process for collecting consumer
data, analysing this data to make it into actionable information, driving the
throughout an organization improvement satisfaction survey is a management
information system that continuously captures the voice of the customer through
the assessment of performance from the customer point of view.The setting of
objective is the core stone of a systematic study. The study will be fruitful one
when basis laid down is a concrete one they represent the desired solution to the
problem and help in proper utilization of opportunities.

2. OBJECTIVES OF THE STUDY

To study and analyse Airtelcustomers perception about Airtel mobile service.
To find the factor influencing the product selection.i.e., consumerbehaviour.
To know the effectiveness of Airtel brand in the competitive market.
To study the effectiveness of customer orientation programs like periodical
educating and informing about the new service, products, and companys success
stories.
Toanalyse the loyal behaviour of the customer towards Airtel mobile serve.
To define the competition i.e. the extent to which the Airtel is competing with
other brands in the market.
To study the threats and probable entry of global telecom players.
Toanalyse the effectiveness of advertisements and promotions offered.

3. SCOPE OF THE STUDY

The area chosen for the purpose of study in Shivamogga , It is situated in
central part of Karnataka a progressive district of India with the population of
million. It is a small business centre with well established. Shivamogga is a small
city when compare to other cities such as Bangalore, Mysore, Hubli, Belgum.
Cell phone is complete lifestyle statement in many people through India. But the
scope of the report is restricted to the study of consumer attitudes towards Airtel
mobile in the Shivamogga town.
4. NEED FOR THE STUDY
To assess the present level of service provided by airtel.

To identify areas which require attention by airtel for improving its service.
To evaluate the strength and weakness of the its competitors, to develop a
USP for it services.
To address all these issues, so that the management can take appropriate
measures, a research has been called to provide information on the areas where
AIRTEL need attention.

5. METHODOLOGY OF THE STUDY

a. RESEARCH DESIGN

Type of study: Descriptive Research

b. METHOD OF DATA COLLECTION

PRIMARY SOURCES:
Information obtained from structured questionnaires collected from
individual mobile users in Shivamogga city.
SECONDARY SOURCES:
Web sites, brochures
c. SAMPLING METHOD

The sampling has done by selecting the different Airtel users from
different segment. The four major segments are Business man, Students,
Professionals, and others have taken as sampling units.
d. SAMPLE SIZE

A sample size of 100 is taken for the study

e. SAMPLING DESIGN

Sampling design is random selection

6. LIMITATIONS OF THE STUDY
Time constraint restricted this study to a sample of 100.
Study could not cover all the customers.
Respondents were hesitant to part with the information.
The study is restricted to some customers.
Study is limited to Shivamogga Town.

INDUSTRY PROFILE
India's 21.59 million-line telephone network is one of the largest in the
world and the 3rd largest among emerging economies (after China and Republic of
Korea). Given the low telephone penetration rate - 2.2 per 100 people of
population, which is much below the global average, India offers vast scope for
growth. It is therefore not surprising that India has one of the fastest growing
telecommunication systems in the world with system size (total connections)
growing at an average of more than80 per cent annually.

COMPANY PROFILE
Airtel comes to you from Bharti Cellular Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a
range of telecom services, which include Cellular, Basic, Internet and recently
introduced National Long Distance. Bharti also manufactures and exports
telephone terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it is also the first company to
export its products to the USA. Bharti is the leading cellular service provider, with
an all India footprint covering all 23 telecom circles of the country. It has over 11
million satisfied customers.

BRANCH PROFILE
Airtel own retail store. Established on 2014. Address Malnad arcade apposite
Vinayaka theatre, B H Rood,Shivamogga 577201.store manager RameshP T
Telephone no : 08182401566
E mail: shimoga.airtelstore3@airtel.com

SYNOPSIS
MARKETING STRATEGY AND COMPETATION
MANAGEMENT OF SONY ELECTRONICS PRODUCT IN
RESPECT TO OTHER BRAND PRODUCT
With special reference to Gorur Electricals
Shivamogga
SUBMITTED BY
SANCHAN A.M
2nd YEAR M B A
SPECIALIZATION: MARKETING
SUBMITTED TO
Prof. WILLIAM DSOUZA
PRINCIPAL
HCMIT, SHIVAMOGGA

Department of Management Studies

HOYSALA COLLEGE OF MANAGEMENT AND IT STUDIES
SHIVAMOGGA-577201

PROJECT FORMAT
EXECUTIVE SUMMARY

(Overall summary of project)

PART A
COMPANY PROFILE

Introduction
History
Vision and Mission
Organisational Structure
Etc (company related)

INDUSTRY PROFILE
PART B

Project Overview
Introduction to project
Statement of the problem
Needs for the study
Scope of the study
Methodology
Limitations
Data analysis and interpretation
Summary of findings
Suggestions and recommendations
Conclusion

PART C

Appendix
Questionnaire
Bibliography
References (Meaning of technical words)

SYNOPSIS FORMAT
EXECUTIVE SUMMARY
(Overall Summary of project)

INTRODUCTION
1.
2.
3.
4.
5.
6.

Statement of the problem

Objectives of the study
Scope of the study
Needs of the study
Methodology of the study
Limitations of the study

INDUSTRY PROFILE
COMPANY PROFILE
BRANCH PROFILE
PROJECT FORMAT